Complaints

• Initial Complaint

  02/18/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new Polaris Xpedition in August 2023 from a dealer in ** , I live in ** but there was no machines available close to where I live. Since that time , I have had to take my machine into the closest dealer to me, in **** to have it worked on multiple times, it has been in the shop about 200 days. They have replaced the front differential 5 times. The dealer has been great to work with, but I have contacted Polaris about the number of times it has had the same issue, and they basically told me they would add $3000 to whatever someone gives me for trade in on a new machine, but the dealers can see the number of issues it has had and offer me about half of what I paid for it. It cost me over 40k to buy the side x side and I dont think I should have to pay more money for a machine that is usable. This machine has spent a third of the time at the dealership getting repaired instead of me being able to use and enjoy it. I had a representative from Polaris tell me that they would check with their boss and see if it qualified for a buy back program and then they contacted me and said it doesnt. They have suggested I trade it in or sell it to someone else so its somebody elses problem. They keep making repairs to the machine instead of trying to find the cause of the issues. And its extremely frustrating to pay that much money for a product I cant use or enjoy. I bought it to use hunting and so I could take my 80 year old mom on rides out in the mountains and she be comfortable, but unfortunately that hasnt happened. The last time I spoke with a representative from Polaris they tried telling me that theres wasnt any problems with it and I was imagining it, but I have text messages from the technicians and mechanics working on the machine telling me that there really is problems and that they have even asked Polaris to just keep sending them the parts for it because every 400 miles they have to fix it.

  Business response

  02/19/2025

  Hello,

   

   

  Sorry to hear about the issues and downtime you have occurred with your Polaris Xpedition. Warranty is in place to fix machines and not replace them and that is what we are going to continue to do if a issue arises. Our product pro team is working with your directly and talking through your case with you. These are off-road vehicles and not designed to be driven on the roads. Continue to work with our product pro team who has been in contact with you on your case. Once again, we apologize for the issues that you have had and will continue to work through them with you.

   

  Respectfully, 

  Customer response

  02/19/2025

   I am rejecting this response because:
  
  Polaris has yet to resolve the issue with my machine and it keeps happening. My house is the last one on the oil road, if the machine gets driven on oil its less than a block since the road is dirt in front of part of my property. One third of the time since I have bought this machine it has been in for repairs and its definitely a lemon, they just want to throw parts at it, until its no longer under warranty and then they can say too bad. Im paying for them to do R&D on my machine instead of admitting that this machine has a problem. I have a brother and a friend that both have these machines and havent had any issues, like this. Obviously they arent too worried about taking care of the little guy. I just want a machine I can put more than 400 miles on without it needing a new differential, I dont think thats too much to ask. 

  Business response

  02/23/2025

  Hello,

   

   

  Our product pro team is going to continue to work with you directly to get these issues resolved. We want to help you as much as we can and is what the warranty is in place for. Continue to communicate with the *** you have been assigned to.

   

  Respectfully, 

• Initial Complaint

  12/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Polaris RZR XP 4 Turbo on 09/11/2021. It had a recall and a stop ride order.I have had the razor in the shop more than I have had it to ride! They now say that they will not pay for the repairs because it wasnt serviced as often as it should have been. Well, the reason is, it has been in the shop long than it has been out of the shop.

  Business response

  12/23/2024

  Hello,

   

   

  Sorry to hear about the issues with your RZR. Your dealer called into our tech service line on 12/3 and discussed this case with our tech team. At this time no manufacture defect has been presented to us to provide any possible coverage. Also you have been out of warranty since 3/14/2022 and have a third party extended warranty. If your dealer is able to find a defect we are more than happy to review again, but at this time with what we have been provided no coverage can be extended.

   

  Respectfully, 

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased two new Sportsman ***************************************************** the break-in period. I was driving the *** when the issue occurred, so I know that the issue was not user related. I took the *** in for warranty repair and was told that warranty doesn't cover it. My case number with Polaris is *******. I spoke twice with ******* and he and I certainly don't agree. He offered a $150 Goodwill Coupon, which I accepted to somewhat offset what I have to pay for repair, but to now get my brand-new *** repaired I'll be out of pocket another $250.00. A brand-new *** should be covered under warranty, purchased less than a month ago. Had I contributed to the mechanical breakage I could accept the financial cost of repair, but I paid close to $10,000 for this one vehicle and I'm now paying for bad parts installed by Polaris? I can't accept this to be a good business practice and would expect this issue to be covered, or at least made whole so there's no cost to myself. To someone with ample resources, a complaint made over a similar charge may not be made. I am not a wealthy individual and paid good money for this product. I have boughten six total ***s through Polaris and have never had an issue until this. I simply have a firm belief that I bought a quality machine that the company was going to stand behind. I'll wait for a response before I consider any other means of recourse, even if it gets me nowhere. I'm adamant that Polaris should fix this at their expense. Thank you for your time.

  Business response

  11/04/2024

  Hello,

   

   

  Sorry to hear about the issues you have had with your ATV. Your dealer submitted over a warranty claim and was denied due to no manufacturing defect being presented to our technical support team based on the photo based evidence we have received. Our warranty covers against manufacturing defects and our technicians did not find a defect in the supporting information we have received. At this time no further coverage will be offered unless a defect can be provided to us to review further.

   

  Respectfully, 

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted Polaris after purchasing a RZR 200 efi because the youth helmets that came with the machine didn't fit our sons as they were made way to small for the intended ages that would be driving the **** **************** issued us a $300 credit and said we could us it on ANY accessories we wanted. We were told we would be issued the credit via email. Weeks went by and we never received an email. I called back in and they said they would reforward the credit to us and gave us a case number to reference. We once again never got anything. I called about 4.5 weeks ago as we were getting ready to purchase new gear for our kids and they are now trying to say that are credit is no longer valid since 2 years have past since it was issued. THE PROBLEM IS WE NEVER GOT IT TO USE IT! I called back in pretty upset today and their supervisor was extremely rude to me to me and asked me why I never followed up sooner, and blamed me, and said at this point they would not reissue the credit. This is absolutely terrible customer service! I paid thousands for this machine and I was given a credit but never received their email. We won't be purchasing anything polaris again, you don't blame your customers for issues you caused to begin with. I deserve to be given the $300 credit I was promised not being told it's my fault I didn't get call every week trying to find out why I never received their email!!

  Business response

  09/20/2024

  Hello,

   

   

  Sorry to hear this coupon is no longer active. This coupon was sent back on 5/2/2022 and the Owner Connections team did not receive a call back that the coupon was not received. Coupons are only valid for so long and if you did not receive this in a timely manner a call should have been made to our Owner Connections team within a couple weeks and not 2+ years. Sorry for the inconvenience that this has caused.

   

  Respectfully, 

  Customer response

  09/20/2024

   I am rejecting this response because:
  
  You guys keep saying that this was not handled in a timely manner, yet it was. We pulled our call records lastnight from then and it shows my Husband called on 5/19/22 around 1pm est and informed customer service under the original ticket number that we had not received any email, I would be happy to email you proof of our call records proving we contacted support within what you state is a timely manner, so I don't understand WHY your company keeps telling us that our "neglect" on following up on an issue that was caused by POLARIS to begin with. I then called again come the end of June and again around the turn of this year and was once again told it would be reforwarded to us. We own two businesses and have 3 children. We don't have all the time in the world to hound Polaris weekly for a credit that should of just been physically sent to us in the mail or attached somehow to our account. I had asked if it could be physically mailed to us since we were having issues having it sent via email and all I got was it would be reforwarded.  That is not how you treat loyal customers who have spent thousands of dollars with your company on offroad vehicles. We are selling our POLARIS ***'s and will not purchase with this company in the future as a result. $300 is not a lot of money for your company to compromise with us when we have spent 20x that. It's not good customer service and your company will not continue to survive if you refuse to work with your customers in a fair way, and do right by them. Your policy nonsense is not our problem. We are owed that credit, fair and square. We never received it otherwise it would of been used just as we used the one we recently received for warranty work, due to a recall. The difference was we were manually mailed and received that one, not this email nonsense. 
  

  Business response

  09/26/2024

  Hello,

   

   

  Sorry this offer was not extended to you, but too much time has passed to extend this offer any further. If you have any other questions please reach out to our Owner Connections team to discuss further.

   

  Respectfully, 

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a stop use order from Polaris industries in June of 2024for a fuel pump recall. The recall stated that there was a potential for a fire, and further information would fallow. The E-Mail also suggested to contact the dealer from which the machine was purchased. The machine in question is a Polaris Sportsman 850 Ultimate trail in Pursuit Camo, VIN #*****************.Purchased 11/08/2023.the machine came with a snowplow attachment and is used as a tool to plow snow and pull a small (**** Deere P10) trailer.In an E-Mail from Polaris in late August, they stated that a fix was found and at no cost to me the repair would be made.In the first week of September, an E-Mail was sent saying the parts were available and to schedule a time for the repair with the local dealer.The local dealer stated that the parts were not available to them until Mid-October 2024.This was a contradiction to the E-mail.the local dealer gave me a phone # to call. After talking with a person (*****), I was told to tell the local dealer to order the parts needed. I also asked for a case # and was given case #*******.The following day, i received a call from the local dealer stating the parts would not be made available to them until the middle of October. Being i live in ******, this is unacceptable, being the primary reason for this machine in the first place was a snowplow. The machine has under 26 hrs. of use on it.That being said, with being unable to use this machine due to a recall and, the low amount of hours on it, I feel that a new machine should be made available to me, or the parts should be available in an expedited manner, or treat this machine as a lemon and a $15,000 paper weight

  Business response

  09/09/2024

  Hello,

   

   

  Sorry to hear that your ATV is affected by the fuel pump recall. Safety is our top priority for all of our riders. At this time your dealer has the necessary parts on order and are currently waiting for these to arrive. We are doing all that we can to get parts shipped out as soon as we receive them. For the most up to date information on your parts, we advise you to stay in touch with your dealer. We cannot apologize enough for the inconvenience that this has caused and can assure you we are working hard to get parts out to our dealer network.

   

  Respectfully, 

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying to get in contact with someone regarding my unit. I genuinely enjoy and like the brand Polaris and I am reaching out in regards to the unit having repeat problems. It has been in the shop at Extreme powersports in *********** for 4wd problems in June of *********************** there resolution report " they hooked unit to a forklift with a tow strap and in 4WD High, I was able to pull the forklift across the parking lot a few feet with the parking brake set until I broke traction and all four wheels were spinning. Unit seems to be operating properly." Since this occurrence I have had progressive issues with the unit, next in June 2021 it was in the shop for front diff leaking, front gear case, service, and warranty work. Next, it was in the shop again in October 2021 for front diff and cluster replacement; I did not receive the unit back until April the 2nd of 2022. Next it was in the shop December 2022 for overheating , rear CV ************, and not starting, I did not receive the unit back until March 1st of 2023. Next, it was in the shop July of 2023 for overheating and not starting. Currently it is back in the shop for overheating problems. I am stating all of this because I have had problems with the unit ever since it was towed with the forklift in 2021. I have been dealing with the unit overheating and not cranking for 2 years and the shop does not diagnose the problem even though they tell me everything is fine and a week later I will have the same issue. I have also had problems with them keeping record of the hours and miles correctly on my unit. I am now three months away from my extended warranty expiring and currently still paying on a four ******* that does not operate properly. Could someone please assist me? #************ Email: ******************* VIN: ***************** Mileage: 260 approximately Dealership: Extreme Powersports Location: *********** and ******* AL

  Business response

  07/28/2024

  Hello,

   

  Sorry to hear that you are having issues with your ATV. Polaris works directly with our authorized dealerships to diagnose concerns. Polaris would ask, if it is not already at a dealer, to get your machine back to a dealer so they can file over a claim to work with our technical support team to get to the bottom of the issues you are having. Our Owner Connections Team has sent you two emails in the last couple weeks with no response back from you. If you need immediate attention we can be reached at **************. I have also requested your case owner reach back out to you to discuss further as well.

   

  Respectfully, 

  Customer response

  08/05/2024

   I am rejecting this response because: Polaris has not taken any action to resolve the issue. They stated that they would get back to me but there has been no response. Dealer has still refused to open up a diagnostic case with Polaris. I am looking to receive a refund due to the certified Polaris dealer (Extreme Powersport of ********) towed a forklift with my four-******* and documented the action. The current problem that it is in the shop for, the dealer stated that it cannot be replicated, and I have video proof of the problem.

  I can be contacted at ************ or *******************
  
  

  
  

  Business response

  08/07/2024

  Hello,

   

  Sorry to hear about the issues that you are having. All of our dealers are privately owned and operated. If they did something to your machine you would have to take that up with them. Polaris does not control how they operate their business. For Polaris to assist a ASK Polaris case will need to be submitted for our technical support team to get involved. The dealer will need to be able to duplicate the issue that you are experiencing. We have requested that our Owner Connections reach out to you to see how we can help support you. If you need immediate assistance, we can be reached at **************.

   

  Respectfully, 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Awful support for customers that have broke down, new machines. 2024 Xpedition with 5 hours on the motor needs a new long block due to c*** installation by Polaris. Company wont swap the machine out and the motor needed is not going to be available until the end of July. Thats unacceptable. I want a new machine or refunded.

  Business response

  06/10/2024

  Hello,

   

   

  Sorry to hear about the issues you are having with your Polaris Xpedition. Warranty is in place to fix machines and not replace them. We have a repair path for your machine and are just waiting on a long block to get to our warehouse to ship out to your dealer. At this time a buyback is not an option since we have a repair path for your machine. We cannot apologize enough for the issues you have experienced in the early life of the machine. Our Owner Connections Team is willing to work with you on this case moving forward. If you have further questions or concerns please reach back out and we would be happy to discuss further.

   

  Respectfully, 

  Customer response

  06/10/2024

   I am rejecting this response because: the timeline and response is not adequate enough. The machine is new and should not have any issues. It is a defective product. I want it replace or refunded or I will contact an attorney to file a lawsuit. 
  
  

  Business response

  06/10/2024

  Hello,

   

  We cannot apologize enough for the issues you have had in the early life of the machine. Warranty is in place to fix these issues and your case has already been approved. We are working to get the parts to your dealership as quickly as possible. We will continue to work with you until we have a full resolution on your case. Please reach out to your case owner if you have any questions or concerns. 

   

  Respectfully, 

  Customer response

  06/12/2024

   I am rejecting this response because: "as quickly as possible" is unacceptable. The end of July is not acceptable when you are still building new machines. I will be in touch with an attorney for compensation that will far exceed a new machine. It will be in a lot higher numbers. This is not a resolution. Waiting 2 months for a motor is not acceptable. 
  
  
  

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new 2024 Polaris *** Pro R from United Motorsports in ************ on 5/15/24, within 8hrs of operation the transmission failed. Technicians explanation of cause of failure is a manufacturer defect, dealer submitted claim to Polaris for repair, claim as approved but parts are unavailable due to back order from Polaris. I contacted customer support to discuss exchanging the unit to minimize downtime, customer service representative "******" tells me an exchange/buy back is an option but is only used on a case by case basis and my issues did not qualify for an exchange. I asked what are the criteria for exchange and "******" told me she is not willing to consider an exchange and was not willing to discuss with me why i cannot receive a replacement unit or any alternatives. I asked to speak to someone else and I was told there are no other specialists available. After multiple attempts of calling customer service I was unable to speak to a specialist that would answer my questions or me any solutions besides a gift certificate which is inadequate in my opinion. So far in three weeks of ownership I have only been able to use my machine for less than 8 hours with what looks to be several more weeks of waiting to come. I was very excited to purchase the *** but at this point I belive I should have just bought a Can-am.

  Business response

  05/30/2024

  Hello,

   

   

  Sorry to hear that a part is on backorder for the repair your dealer needs to make on your RZR. Our team is actively working through this for you at this time and will continue to keep you updated when we have updates on your case. At this time the ball bearing that is needed is showing to be available in mid July, but again we are trying to source this elsewhere from another dealer that *** have this part. Once we have a update our agent will reach back out to discuss further. If you have any immediate questions please feel free to reach back out to our Owner Connections team.

   

  Respectfully, 

• Initial Complaint

  05/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Part has been on back order for over a year with no accurate information after thousands of dollars have been spent

  Business response

  05/14/2024

  Hello,

   

   

  Sorry to hear the part you are needing has been on backorder. Our buyer is working with our suppliers directly to get these orders fulfilled. According to our shipment schedule these should arrive late in May to our warehouse and should ship shortly after they arrive. These dates are always subject to change.  We cannot apologize enough for the delay in this part shipping out, but can assure you we are doing all that we can when working with our suppliers on part availability. Please continue to work with our parts team like you have been to get the most up to date information that we have.

   

  Respectfully, 

  Customer response

  05/15/2024

   I am rejecting this response because: last year we purchased a new Long block engine from Polaris and additional parts to get our machine back in working order. The injectors required for the engine were on back order when the engine was sold to us. We spent close to $14k in new parts for the machine and cant get it running until we have the injectors. We ordered in April 2023. We were told they would be availed in July and then Oct. after Oct, it changed multiple times and eventually they were sure the part would be here in March 2024 its been almost  1.5 years since this part was originally on back order with Polaris and they are still selling engines and components that require this specific part. We have asked if we can get a more direct answer on the status. every answer we have received just says Im sorry the part is on back order. We will look into it. Sorry, part is not available, its expected on this date.. but the date just keeps changing.  When we called in March the customer service rep told us that the part had finally come in. Polaris was in possession of them and they were getting ready to send them all out. They said they had enough to fulfill all back orders and would have a surplus. When we followed up a week later, they had no idea where the parts where or a status of when they would even be available. How does that happen? We have asked if there are alternative parts or options we can buy or add to get the machine running.  All we are told is there is no other option.. we just have to wait. We have been patient for over a year and just want a resolution.  
  
  

  Business response

  05/15/2024

  Hello,

   

   

  Once again we cannot apologize enough for the delay in this part getting shipped out. We can only go off of the information that we are provided and we are hopeful this part will arrive here soon.At this time we are dealing with a supplier issue and would advise you to continue to stay in touch with your parts rep that you have been working with recently. They will be able to provide you with the most up to date information that we have. 

   

  Respectfully, 

   

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2020 Polaris General for approximately 38K in 3030 from ******* ***************, ** ***** from ********. I purchased all coverage available that was offered by " DOM". Oil changes and routine services along with coverage of parts and labor. In December of 1922 I was hunting with my daughter and experienced a tie rod failure which obviously shortened our trip. No Problem!! My fault I thought. Brought Polaris home and stored same. I replaced the broken part at my own expense after speaking with "Dom" who said its not covered. After replacing the part the Polaris seemed to drift to the right. I contacted "***" who said " bring it in and we will take care of you. I also scheduled my routine oil and filter change. I brought the Polaris to "Dom" at Ride Now *************** **. 1/10/23 I advised the Service Manager of the issue and scheduled *** change. I was assured that all would be addressed. 0n 1/12/23 I was contacted by **** from service advising me that the vehicle was completed and all repairs were done. I have said receipt. I drove the Polaris home with a struggle. Upon arrival to my home I observed a very deflated rear tire. It appeared that they attempted to address my complaint by deflating same to compensate for the original complaint. I then checked the oil filter ,which I had initialled, The filter was not changed, Fast forward to this date. The Polaris was stored and unused due to medical issues and hunting tags not drawn. I felt for the safety of my kids and I needed to address the issue again but refused to bring same back to **** and *** at ******* *************** **. I trailered the vehicle to a private licensed Polaris mechanic. The vehicle was instantly diagnosed with a bent lower A arm which I had expected. I paid for all repairs and changed oil and filter myself. I have said repair receipts. In short ******* *************** ** committed fraud and illegally charged me for work not completed. The lied to my face and negligently/intentionally placed my family and myself in danger when we picked the so called "repaired vehicle " up"on said date and drove same 10 miles to our home. This company shall and will be held accountable for FRAUD. I would like to be reimbursed for the warranty, fees fraudulently charged and the current repair bill for approximately $436.00. I do plan to go to local news stations with or without you assistance. This disgusting and the potential for injury is horrendous. Thank you for your time and consideration.

  Business response

  04/11/2024

  Hello,

   

  Sorry to hear about the issues you have had with your machine as well with one of our authorized dealers. All of our dealers are privately owned and operated and we do not control how they operate their business. For warranty/reimbursement possibility, an authorized Polaris dealership will need to file a claim over to our technical support team to review for possible coverage. Looks like you reached out on 4/10 to our Owner Connections team due to your poor service. One of our reps will be in touch with you soon to discuss further. If you need immediate assistance, we can be reached at **************.

   

  Respectfully, 

  Customer response

  04/11/2024

   I am rejecting this response because:
  it is nonsense.  
  
  

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