Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were told out the door it would be $10,330 and come to find out the vehicle was financed for almost 15 grand. We have called them to correct the problem and no one won't call back about it. They lied and didn't even go over the pricing they just put all the papers in an envelope and we walked out. This is very poor business and it needs to be corrected to what we were promised.

  

  Business Response

  Date: 04/16/2025

  To Whom It May Concern:

  At the time of purchase the customer purchased and extended service contract and GAP insurance.  They signed several documents that stated the coverages and the costs.  Sales Manager ****** ****** spoke with the customer on 4/16/25 and reviewed the purchase with them and is sending out a cancellation form that the customer can use if choose to.  We consider the matter closed. 

   Thank you,

  **** *******

  General Manager

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It was a recall for *** driven clutch bolt retorque on a Polaris 570 Sportmens ATV on 4/14/21 and 9/30/21. we are told its fixed - when we get home and off the trailer, take it for a drive down the road noise is back This last time was 9/3/ 24 Machine has now been in 4 times for the same thing- - noise from the front gear case per tech! ***** keeps fixing it per what ******* tells them too- just replace gear-case again Told by Polaris to take it to a different Polaris dealer/ mechanic

  

  Business Response

  Date: 09/18/2024

  To Whom It May Concern:

  In response to Mr ********** issues with the 2021 Polaris Sportsman 570 EPS he has had here for service and multiple recalls, we understand his frustration with the issues reoccurring.  We have been in constant contact with Polaris as these issues have happened and done all the repairs to the specifications provided to us by Polaris.  Unfortunately, these issues continue to reoccur.  *********** Manager **** ****** has suggested to Mr ********** to ask Polaris for further assistance with his issues.  They did extend the customer's warranty to 12/19/2025 in an effort to provide customer service.  As a dealer we can only do the repairs Polaris engineers recommend.  At this point if there is to be a replacement of the unit, we would refer the customer to speak with Polaris about it.  Our store does not offer a re-purchase option to a customer if there are repeated issues.  This unit has been under factory warranty the entire time and these repairs have been paid for by Polaris.   We understand his frustration with the vehicle, but we are also required to follow Polaris's guidance for all warranty repairs.  We are willing to provide any records of repairs or facilitate anything that ******* sees fit on Mr ********** machine.

  Sincerely,

  ******* *******

  General Manager

  Sonju Two Harbors

• Initial Complaint

  Date:09/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about August 30th, 2023, I bought a 2012 Buick Enclave from Sonju Two Harbors. I test drove the vehicle and informed the salesman the check engine light was on. He informed me that it was no more than a Oxygen Sensor failure. I took his word for it and purchased the vehicle. The next day I brought the vehicle to have the code checked. It turned out that this was not only O2 sensor, but crank positioning sensor. I had to bring the vehicle into Sonju for another issue that was agreed that was going to be fixed. The salesman lied to me about what was wrong. The vehicle has been at Sonju since last Friday. Sonju is telling me they are under no obligation to resolve the issue that was current with the vehicle when sold. I am now in the process of using my service contract to resolve the issue. Due to the fact I was lied to, I believe I should not have to pay for deceitful sale practices.

  Customer Answer

  Date: 09/28/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  .

   Vehicle is still not fixed, but we did come to a resolution.  If you could close the case that would be great.

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1st visit was said to be a 90 minute appointment, the part came in and during the time of the appointment it was found out to be a 4hr job and not 90 minutes loke we were told,we had another appointment made for the 4 hr repair,it has been in their service department for 4 days(soon to be atleast 5).was given a loaner/rental vehicle which was an EV,no charger was provided, was told by the employee's who delived it they would bring one back out later that day(day 1 of the repair) and no charger was delivered and no call was given as to why,4 days later my qife called twice to check up on whats going on,both times she was told they were to busy,I had to leave a job site 2 hrs away to show up without telling them to see what is the problem here,was told it won't be done as the interior has to be out back together and would be another 2.5 hrs and after waiting almost 10 minutes they finally gave me a charger which I found out after driving another 40 minutes to pick the car up from my wifes place of employment and another 15 minutes home they gave me a charger that in no way shape or form goes to thay car,they gave me one just to get me out,called the dealer twice to speak to a sales manager since the service department is jerking my wife and I around with lies,was told one of the sales managers would call me back,2 hours later no return call,me wife has out of town training for her work 2.5 hrs away and now will need to use my teuck that I use for work,it has costed me $800 in work so far.

  

  Business Response

  Date: 10/11/2023

  We apologize the repair took longer than originally estimated.  The first visit was to diagnose an issue that was causing an airbag light on the vehicle.  After extensive diagnostics it was found that a wiring harness that we do not stock was required to make the repair.  We apologize that when parts became available you were not notified sooner and with more accuracy in regards to the repair time needed.  The harness required significant disassembly and reassembly of the vehicle.  As for the rental vehicle we have recently tried to become more environmentally friendly by offering EV's as part of our rental fleet.  This has been a transition in training our staff and customers to properly operate the vehicles.  We have taken your experience into account and taken steps to ensure that this does not happen in the future.  Since this complaint was registered the vehicle has been repaired and returned to the customer.  Please contact us with any additional feedback in regards to this matter.

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told that I was approved to purchase a vehicle after they did a credit report on me !They had me test drive it and then had me put down a deposit of $500 dollars and then had me sign all the paperwork . After that they told me that they could not finance me . I told them that I would just go another route and buy a vehicle for cash from ******** marketplace.. but now they are telling me that they will not give me back my down payment !

  

  Business Response

  Date: 05/30/2023

  To Whom It May ****************** customer had just notified our dealership that they were unable to provide the requested documents from the bank to secure a loan on a vehicle.  Our management team was just made aware of the issue and the request for a return on their deposit.  They are in the process of processing a refund of the deposit to the customer.  Matter should be closed.

  ***********************

  General Manager

  Sonju Two Harbors

  Customer Answer

  Date: 05/30/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.