ComplaintsforBRP US, Inc.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with the fulfillment of my online order (Order ID: ********* placed on December 2nd. Despite receiving a parts shipped notification, I have yet to receive the parts as of December 21st. This delay is particularly concerning given the proximity to Christmas.I have made several attempts to check the status of my order through your customer service, and on each occasion, I was reassured of a delivery before Christmas. However, it is now the Thursday before Christmas, and the parts are still not in my possession.This situation is not only inconvenient but also unacceptable, considering the payment was processed promptly. I expected a much higher standard of service from CanAM. I request an immediate update on my orders status, an explanation for this delay, and a clear commitment to a new delivery date.

  Business response

  01/04/2024

  Hello, 

  We see that your order was delivered on December 28th. We apologize for the delay, but unfortunately this is to be expected with most shipping companies during the holidays. 

  Kind regards,

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a 2023 Sea-Doo RXP 300 this past year. Upon putting the unit in the water the first time, i noticed the unit would have a rough idle and run very poorly when going slow through no-wake zones. contacted the selling dealer, who contacted BRP, and *** blew the situation off as bad gas and told me to buy gas somewhere else. I tried different fuel and this did not resolve the issue. I brought the unit in, and the fuel injectors and spark plugs were changed. I picked the unit up, and the problem was still there. I brought the unit back to the shop and it was there from October until Dec 8th. During that time, many tests were done that BRP requested, and it was determined the unit needed a new ***. The *** was replaced, BUT the problem was not resolved. I reached out to BRP and spoke with ******************* regarding the unit. I advised ***** that I wanted my RXP replaced. ***** immediately refused this and simply tried to put everything back on the dealer. She told me that I needed to bring my unit back and let them try to work on it again. When I asked how long am I expected to be without my unit, she rudely stated AS LONG AS IT TAKES. BRP DOES NOT STAND BEHIND THEIR PRODUCTS. Ive owned Sea-Doo's since I was 13 and have been happy because Ive never had to deal with them on a repair like this. I love the innovative products they make, but if you have a problem it will be a nightmare! Please consider this when shopping for this brand, as they DO NOT CARE ABOUT THE CUSTOMER!

  Business response

  12/18/2023

  Hello ****, 
  
  Thank you for reaching out. 

  As a manufacturer BRPs mandate is to repair units, not replace them.
  I see here that your unit is back on location with the dealership and they are in communication with BRPs technical team for repair assistance. 
  Please note that during the holiday season BRP has a shut-down period, as such, during this time your dealership will be your main point of contact for any updates regarding your units repairs. 
  
  Kindly,

  Customer response

  12/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The unit is back at the dealership now but a point of contact is required as your technical team ignores the dealership for extended periods of time.  This unit has been down for months and needs to be a priority. I paid $21,000 cash for this unit not including insurance. Loss of use of this machine is in excess of over $1800.00 per month. Please provide a point of contact while you are on vacation.

  Regards,
  
  *******************

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July I bought 2023 Can-am ***** sport. August 18th it shut of one me on me on busy highway at night. Took it to the dealer August 19th brb 1st brd said needed a water pump dealership got water pump went to install it realized its way worse it needs a hole new long block aka engine. So I been waiting for brd to approve the warranty work since August I call them they blame the dealership I call the dealership they say nothing they can do until brb approves the work. I had this lemon for little over 30days before it broke down. I put $2500 down and been making every payment since and insurance and have been out of my ***** since august 18th. This is my only transportation I have been borrowing families cars to try go work each day. This been horrible experience and brb has done nothing but brb tells me weekly they cant look into the warranty department sorry nothing they can do. So who what can I do ? Nothing it looks like but make a complaint on here this sad.

  Business response

  12/04/2023

  Hello,
  Thank you for reaching out. You case is currently awaiting review by the corporate ************* team. Unfortunately, we are experiencing higher than normal volumes and as such, they will reach out to you within the next ***** business days in order to discuss your situation and see how we may be of assistance. 
  
  Kindly,

• Initial Complaint

  11/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Brand new machine purchased July 2023 by October 2023 the unit had 12 operating hours on it and failed catastrophically. The front shocks came loose from their mounting point in the frame and caused the machine to be inoperable. Response from BRP has been terrible. I had to privately message their US VP on social media in order to get any type of valid response. After a month, their corporate customer service goes cold, stops replying to my emails after numerous lies about date of completion. Im asking BRP to buy back the unit as I have no interest in keeping a machine that (1) failed in 12 hours and (2) the company that designed and manufactured it doesnt stand behind it. BUY BACK THE **** SINCE YOU CANT STAND BEHIND IT !!!? TERRIBLE EXPERIENCE

  Business response

  11/15/2023

  Hello,
  Thank you for reaching out.
  As a manufacturer, BRPs mandate is to repair units, not replace them.
  Your unit is currently being worked on by your servicing dealership, if you would like an immediate update on the repairs, please feel free to reach out to their service department.
  As soon as BRP has an update from them, confirming the repair, your representative will contact you to discuss resolve.
  Kindly,

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I bought a new 2023 CanAm ***************** on June 10 2023 brought it home and it had a bad vibration and rattle noise, I took it back to dealership they tried several things before I found out of a known problem with this type of machine so I called them and they checked with BRP CanAm and sure enough they have a replacement driveshaft and carrier bearing kit, it got sent to them and they messed it up took to a different dealership and and have yet to get CanAm to send another kit so I took it a step further and asked for a replacement machine they finally agreed and the dealership had just got a **** same model in and out it together to find out it had the same problem but worse. At that point *** said to pick out another machine which I did last weekend and called them and they told me I had to stay with the same brand I purchased. It has been five months since I purchased this and still do not have a machine, this corporation needs to be set straight about customer service. I have only put 2 hours on this machine it had 2 tenths of a mile on it when purchased. I also have a case with them for loss of use compensation. I paid $5,000 down and have made 5 almost $500.00 months worth of payments and it is still at a dealership.

  Business response

  11/09/2023

  Hello, 
  Thank you for reaching out. 
  As the manufacturer, BRP's mandate is to ******************* units. 
  Your customer relations specialist is currently working on helping you to the best of our ability. Some situations, such as your own, require more time than others to resolve, we appreciate your patience. 
  Kindly,

  Customer response

  11/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear

  I do not accept their offer in repairing the unit, they have already tried installing the upgrade to the unit and it did not work I have been waiting for 5 months now with it not being in my possession it is time for a replacement unit not if the same kind as they put together another new one it is worse then the one they currently have in the dealership not to mention the first dealership tried to install the kit on n the wrong side of the cross member drilling holes in the frame before realizing that it was wrong after the driveshafts would not fit which now weakens the frame of the unit then when the got it on the right side they missed drilled the holes and tries to elongate the holes in the kit which destroyed the kit now even if they do send another kit the holes are missed drilled in the frame. So the only option is to let me exchange it for a unit I can use 
  
  Regards,
  
  *****************************

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bombardier Recreational Products (BRP) does not back their product, either does ************. Our 2019 Scarab 255 boat had a catastrophic engine issue on memorial day weekend, which thankfully didn't leave us stranded with our 3 children in the middle of the lake. Since purchase we have maintained to the highest expectations with *********************, every maintenance record is available and even placed in warm storage during the winter. The boat had 56 hours as of the incident. Simply 6 hours outside of their manufacturers warranty. We use this boat as a pleasure craft with our FAMILY. We've never even pushed it to its limits. Our first trip out (directly picked up from Skipper Buds), on memorial day weekend 2023 (specifically 5/29/23) there was a LOUD bang and the engine was shut down immediately, which also limited the other engine (spark plug). We pulled the boat, cleaned up the oil from the engine compartment and placed on the trailer the remainder of the weekend. Upon coming home we opened a case with BRP and SCARAB (*****************) through Skipper Buds (whom we assumed would have some pull since they sell so many), which were reviewed and DENIED. These companies do not stand behind their product and we are out an $80,000 boat for the rest of the 2023 summer (and now left to pay out of pocket for a $20,000 motor). I am someone who ABSOLUTELY praised your boat and 2 of our family members purchased one too. This claim was submitted to our insurance which ultimately also DENIED the claim because the adjuster noted after inspection the "damage is due to wear and tear and latent defect." Wear and tear after 56 hours, this was a DEFECT and they did NOTHING to stand behind their product. I have all paperwork available.

  Business response

  09/07/2023

  Thank you for informing us of BBB Complaint # ********.

  If ************** would kindly provide the engine serial number(s) for her Scarab boat, I would be happy to investigate the complaint.

  *************************
  Team Lead, Consumer Experience
  Alumacraft, Evinrude, Manitou, Rotax Jet Propulsion Engines
  After Sales Support
  
  

  Customer response

  09/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Port side engine serial #********
  
  Regards,
  
  ***********************

  Business response

  09/18/2023

  Thank you for your response. I have investigated your serial number ******** and learned that BRP's technical support group was contacted on May 30, 2023 regarding engine failure. It was determined at that time the limited standard manufacturing warranty had expired on July 4, 2022. As such, the repair would be the responsibility of the engine owner. 

  Thank you for allowing me to explain our position in this matter. 
  

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Beginning of July 2023 I purchased a used 2022 Seadoo Switch Cruise 21 230hp. The boat had 46 hours on it, ran great, no issues. I put over 10 hours on the boat with absolutely no issues in the following couple weeks. Then one day, I drove the boat for 45min to an hour and anchored all day in the bay at a local bar. Like Ive done multiple times before. In the late afternoon when we were getting ready to head home, I started up the boat and white smoke started billowing out. I shut it off immediately and called SeaTow which came out and towed us back. I brought the boat into my dealer that week and let them know what happened. They found in the following weeks that water intrusion has occurred in the engine and I will need a replacement engine. They sent this to BRP, and BRP took a couple weeks to respond to the dealer. Now they have been back and forth with the dealer, asking for more and more information, one piece at a time from the dealer. The boat has been sitting at the dealer for over a month now. Multiple payments on the boat without being able to use it. The warranty claim process is taking entirely too long. The dealership seems just as frustrated when dealing with BRP and there slow response rate and failure to honor the warranty in a timely manner.

  Business response

  08/24/2023

  Hello, 

  Thank you for reaching out. 

  We would like to invite you to call customer care in order to initiate a chain of communication where we can keep you aprised of details regarding your units repairs. Please call ************** for assistance and guidance. 

  Kindly,

  Customer response

  08/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I called the provided number and after waiting on hold for 30+ minutes, I was told, theres nothing the customer help line can provide in assistance. This complaint would need to go to the warranty claim department, which is unreachable to customers and would need to be handled by your dealer.
  

  This response given on BBB by BRP is garbage and shows how little this company cares about their customers who spend tens of thousands of dollars on their product. 
  
  Regards,
  
  *********************

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a 2022 Sea-Doo switch was 20 hours on August 3, 2023. I paid for a slip and the boat which the total came to $52,000. 10 minutes into writing the boats on August 4. The catalytic converter went out also blowing up the motor rendering the boat useless. Have since found out from the dealership that these parts were recalled by SEADOO but only on boats not yet sold so the person I bought the boat from never got a Request about the recall. My boat has been sitting at a dealer since August 4 but they cant get motors from here for sure by next boating season. I have called them multiple times asking for a rental boat through the summer a refund of my slip with no results. At this point, I have asked him to either buy my boat with a full refund of my money so I can get another boat, order a brand new engine from one of their current boats to put into mine, or pay the difference of what a dealership would trade me for mine, and it would cost to get a new boat. Again, this is a known issue with now no parts available for unknown amount of time and I am out over $50,000 with my mom with no response from SEADOO.

  Business response

  08/23/2023

  Hello, 

  Thank you for reaching out. 

  You customer assistance case has been escalated and someone will be in touch shortly in order to assist. 

  Kindly,

  Customer response

  08/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I still continue to call for even an update with no return call or response.  Also because they cant provide the parts to fix my boat for an unknown number of months i had to get from dealer and now to pay to store it offsite as its not running snd cant be in the slip either.  Hundreds of more dollars spent with no return calls, resolutions or responses from the company.  I still call 2-3 times per day and am told the advisor is in meeting every time an day i call.
  
  Regards,
  
  ***********************

  Business response

  08/29/2023

  Hello, 

  Your case was escalated to the highest level of customer service. Please note that we are currently experiencing higher than usual delays for response. Your new case handler will be in touch within our current delays of approximately ***** business days. 

  Kindly,

   

• Initial Complaint

  08/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  On 2 Nov 2022, I purchased a new 2022 Can Am **************** 850 from ***** Motorcycles in *********, **. At home I noticed the tires/wheels were really off on alignment. I called GO ********* said I could take it to a dealer near me, the warranty would cover the repairs. I took my vehicle to Adrenalin Motorsports in ***********, ** on 6 Nov 2022 . They stated the cause was, "Shipping or not aligned properly at the factory". The vehicle was supposedly fixed & I took it home. I did a couple of local rides for the break-in period but didn't notice anything at the time. My ******** are retired & leave for the summer to camp in the mountains for a couple months to avoid the ** heat. We don't do any aggressive riding, too old for that. We ride to see ****************** We left for the mountains the first week of June 2023 and after two months of riding I noticed my tires were wearing excessively. I visually inspected & observed my alignment was off again, even though it seemed to ride straight. Upon further inspection, I noticed one bolt from the sway/stabilizer bar was almost coming off, and another one was really loose. (*** pics) We made the decision to come home to get maintenance done. We arrived home on 27 Jul 2023 & I found a nut in my truck ******* dont know where on the vehicle it came from. I scheduled an appointment with ******* in ********, ** because I felt the previous dealer didn't fix it correctly. ******* visually seen the alignment was off but they were unable to inspect/diagnose the cause of the misalignment or where the nut had come from because the claim was denied as well as the alignment. They submitted the claim, case # ******** but *************************************************** w/BRP denied the claim because they said it wasn't covered under warranty. This is the original problem that hasn't been fixed correctly & BRP should cover it & replace my front tires too. This vehicle only has 74 hrs & around 660 miles. *** pic of new tire vs the tire now.Thank you!

  Business response

  08/21/2023

  Hello, 

  Thank you for reaching out. 
  Your customer care case has been escalated to the Customer Relations Specialist team, someone will be in touch within the next 5-7 business days to discuss your situation. 

  In the meantime, if anything new comes up, please do not hesitate to reach back out at **************. 

  Kindly,

  Customer response

  08/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I will be awaiting a call or email from the Customer Relations Specialist team within the next 5-7 business days to discuss my situation. 
  
  Regards,
  *****************************

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We purchased a new 2019 Can Am Spyder F3 Limited model along with an BRP BEST extended warranty and since 2021 we have experienced a repeated issue which seemingly cannot be resolved. This issue involves an error message (Limp Home) that triggers sporadically. Our bike was purchased from Power Sports of ********** and has been in the shop for repairs at least 3 times in the last two years for 269+ days and counting. It is currently in the shop and has been since February 2023. Initial case number assigned #********. which has now transitioned to technical case #*******. Been working with customer care representative ******************************* ************** but still unsuccessful in reaching a resolution.

  Business response

  08/09/2023

  Hello, 

  Based on case information, your unit was returned to you as the problem was thought to be resolved, but returned only recently with the recurring problem. The technical team was informed yesterday and will be getting on it as soon as possible. 

  Your customer relations specialist will be in touch with updates as soon as there is anything to share. 

  Kindly,

  Customer response

  08/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The business response is not acceptable as our bike has been in the repair shop since February 2023 for the third time! We are requesting alternative solutions be offered such as a refund of original purchase price or upgrade option. I reiterate our bike has been at the dealership for repairs in excess of 275 days and counting since 2021!!! Perhaps there should be consideration for the US Lemon Law as well as bad faith claim handling.
  
  Regards,
  
  ***************************

  Business response

  08/15/2023

  Hello, 

  The technical team is in communication with your dealership, working to resolve the problem. They are currently in a testing phase in order to diagnose. 
  Your customer care case handler will be in touch once there are updates. 

  Kindly,

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩