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:03/19/2025

  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 5/27/22 a new 2022 Can Am ***************** was purchased from a dealership in *****, **. On 9/30/23 while riding with a passenger, several suspension faults occurred. The dealership was contacted on 10/02/23 when they opened again. They stated they were busy and the bike would just sit there. The bike was trailered there on 10/31/23. 12/22/23 it was picked up with 1900 miles. The dealership claimed it was the battery. On 04/16/24 the bike was taken out again with a passenger. It was then trailered to the dealership with 1943 miles. A case was opened with BRP. The compressor and air manifold assembly were replaced. The bike was picked up on 06/07/24. On 08/24/24 the bike was ridden again with a passenger. Several suspension faults occurred again. This time with 3174 miles. The bike was trailered to the dealership on 08/27/24. Again BRP was contacted. The sensor and air dampener were replaced. On 10/12/24 the bike was picked up again. The bike was ridden again with a passenger. Several suspension faults occurred again. The dealership was contacted. They were busy. Arrangements were made to bring it in towards the end of November. On 11/22/24 the bike was trailered to the dealership with 3401 miles. BRP was contacted again. The suspension setting were reset and the bike was picked up on 12/11/24. On 03/13/25 the bike was ridden with a passenger. The first ride taken of the season. With 3416 miles on it several suspension faults had occurred. The bike was ridden to the dealership and there it sits. I contacted BRP today and they stated they cant do anything without the dealership. The dealership claims it hasnt been looked at yet.

  Business Response

  Date: 03/26/2025

  Hello, 

  Thank you for reaching out. We have escalated your customer assistance case ********** to our internal team of specialists. Someone will be in touch shortly to assist you. 

  Kindly,

  Customer Answer

  Date: 03/27/2025

  I have reviewed the business response and accept this resolution at this time.  We have to wait for the dealership to find the time to get the machine in their shop to be repaired and reach out to BRP for their guidance in fixing the machine to try and resolve this complaint.

• Initial Complaint

  Date:01/30/2025

  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 purchased a brand new 2024 Can-Am Defender 6x6 for $34,000. We owned it for less than three months when it caught fire with our family inside, including my 14 month old son, and burned to the ground. The manufacturer BRP would not warranty anything or help us in any way, even when they know about this issue and have recalls for 2023 models catching fire. Meaning they are still manufacturing vehicles with a dangerous defect endangering peoples lives. They have offered zero help or assistance in even paying for our insurance deductible.

  Business Response

  Date: 02/03/2025

  Hello, 
  Thank you for reaching out. 

  We see that you have an active customer assistance case ongoing with our internal team. They tried to reach you today, please feel free to call us back when you have a chance to discuss the matter further. 

  Kindly,

• Initial Complaint

  Date:01/30/2025

  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.

  I have a 2000 ski doo ************* has a digitally encoded security system ski doo technology.i lost my key so I had to purchase a new one,witch has to be reprogrammed to the machine.the problem is no ski doo dealer will or has the software to preform the programming.and the dealers also won't work on anything past ******* I. Stuck with a high investment unusable machine.i have talked to BRP HEADQUARTERS AND EVEN HAVE A CASE NUMBER BUT THEY KEEP SAYING WE WILL CALL YOU BACK BUT NEVER DO.I DONT THINK YOU SHOULD BE ABLE TO IMPOSE A SECUITY SYSTEM ON A MACHINE AND THEN NO LONGER SUPPORT ***** ATLEAST RELEASE DATA TO AFTERMARKET COMPANY.

  Business Response

  Date: 02/03/2025

  Hello,
  Thanks for reaching out. 

  We have escalated your case to the internal team. Someone will be in touch within ***** hours to discuss the situation. 

  Kindly,

  Customer Answer

  Date: 02/04/2025

  I am rejecting this response because:   I have already spoken with brp internal division,the lady I spoke with told me that there was nothing more they could do for me.she suggested since brps dealers are independent franchises they can do as the wish.she suggested I continue to call dealerships and maybe I'd find one to perform the reprogramming needed.ive called about 30 and it's all no.if they cannot service a product they produce and one that can render the machine inoperable or unsafe,I would like it replaced with a new model that they will service.i took care of my ********** was a big investment for ***** I feel that they have really forgotten the prior sales that have made brp who they are today.ive looked up the legality of this and the issue could be taken to a legal matter easily.i think a new machine would be a simple solution.please and thank you.

  Business Response

  Date: 02/04/2025

  As previously stated, the case was escalated to the internal team. A new case handler will be reaching out. 

  Kindly,

  Customer Answer

  Date: 02/04/2025

  I am rejecting this response because:   they have been telling me this for about 2 weeks now,the side to the coin is I'm not the only customer that's having this issue,there are thousands.its simple support the systems they have put in ******** has been over a month I've been researching looking calling to try and rectify this situation.thank you.

  Customer Answer

  Date: 02/11/2025

  Hello so I have not been contacted by brp as to a resolution to the complaint.i would really like them to do something about this issue and I'm not getting any action taken at all.please and thank you.

  Customer Answer

  Date: 02/25/2025

  Hello,to whom it may concern I find it very unsatisfactory that not only has the company I am trying to file a complaint on has completely ignored my problem.the better business bureau has now also blown me off on the issue.that leaves me to obviously having to take legal action against both of you.funny part about this is if I was a rich person or someone of importance it would have handled by now.even more reason to file a law suit.b b b Big bunch bullshit

• Initial Complaint

  Date:01/30/2025

  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.

  I bought a 50thousand dollal plus side by side from can am brand new only drove a few times and drive shaft broke took to dealership in *********** apparently part not available for 2 months called brp main office was told to find my own part then called again told part available on jan 15 I thanked them and now being tols same after another 2-1/2 weeks that ill have to find it myself and available feb 27 again has been at dealership for goinv on 7 weeks and no end in sight

  Business Response

  Date: 02/03/2025

  Hello, 
  Thanks for reaching out. 
  

  We see that you have an ongoing case with our internal customer service team.Please refer to your representative for any further assistance

  Kindly,

• Initial Complaint

  Date:11/29/2024

  Type:Product 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.

  This is a new 2024 Can-Am Spyder F3-S purchase made on 7-24-24. Apple CarPlay is a standard feature on this model/year and wasnt on the vehicle at the date of purchase. The software was downloaded via over the air update one week later and did not work correctly I.E unable to make phone calls or receive phone calls, unable to use the talk assistant button on the motorcycle and unable to use helmet communication system with Apple CarPlay on the motorcycle. The motorcycle was delivered to Iron Pony dealer service 10-26-24 and is currently still there. Iron Pony states last contact with BRP was 11-4-24 and troubleshooting instructions were unsuccessful with no further contact from BRP. I am requesting immediate remediation or a full refund for the purchase price of the Motorcycle including a purchase for a BRP extended warranty and a refund for trade-in value for property used with this purchase.

  Business Response

  Date: 01/07/2025

  Hello, 

  This is a repeat statement, see complaint #********.
  Per case 03601051, you were offered compensation regarding this situation. If you wish to accept, please reach back out to your customer service representative. 

  Kindly,

• Initial Complaint

  Date:10/03/2024

  Type:Customer Service 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.

  During the first week of September of 2024, I sent a letter to a corporate office in ******. I addressed it to the ****************************** As of today, Oct. 3, 2024, I haven't received a phone call or email to discuss the issue I am having with Can Am

  Business Response

  Date: 10/15/2024

  Hello, 

  We regret to inform you that we have not received such a letter in the customer care department. Please feel free to contact us via phone at 1(888)272-9222.

  Kindly,

  Customer Answer

  Date: 10/17/2024

  I am rejecting this response because all this does is give me a number that I have tried and the associate I discussed my issue with, and she gave me a compensation that was insulting, then she basically wrote me off.  I need a direct address where I can send my issue.

  Business Response

  Date: 10/18/2024

  Hello, 

  Please note that BRPs role as a manufacturer is to repair your unit, which was done.  Upon evaluation of your particular circumstances, we found it resonable to make the offer presented in your case. This is a best and final offer, if you wish to accept it, please feel free to reach back out to your case handler. 

  Kindly,

  Customer Answer

  Date: 10/18/2024

  I have reviewed the business’ response and accept this resolution. 

• Initial Complaint

  Date:09/20/2024

  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.

  - 08/12/2023 - ************* Sports - Sheffield Financial - $5,000.00 down payment - Dealership Made it right with me since it was sitting in their shop for 4 months. - BRP has been a headache since day one, the day we bought it and took the unit out on the water, it started taking on water, even with the pump running. I had to contact First Responder and the Park Ranger to get me off the water safely. Call the dealership they ask that we drop it off at the dealership the next day. Then it sat for 3weeks before BRP finally allowed them to start working on the boat. They stated the motor was destroyed. Extreme had to prove to BRP that the unit needed a new motor. Then once it came in, we picked up the unit again. The next day took it out to test it and again we broke down again and the dealership came and picked up the boat. They checked it out and stated there were two more issues with the motor even though it was supposed to be brand new. Two days later we planned a family vacation in the lake and it broke down again no reverse or neutral. Since we picked it back up we haven't been able to test it out in the water, due to the lake levels to low with the parks doing maintenance. BRP tried to convince me to sign a contract stating they are cutting their ties basically with me and willing to honor only $2500 for purchase of their merchandise and ******* my warranty and extended warranty. The boat was in the shop the entire time until the factor warranty ran out.

  Business Response

  Date: 09/24/2024

  Thank you for reaching out. 

  We will review your case and reach back out to you shortly. 

  Kindly,

• Initial Complaint

  Date:08/14/2024

  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.

  I purchased Can Am 2023 brand new on 8/24/2023 paid 48k currently have a loan on I have contacted BRP numerous times I have also contacted the CEO **** ******** numerous times asking for him to help with the situation our Can-Am has been in the shop since April and it's currently in the shop in and out due to malfunctioning Turbo which the machine was manufactured incorrectly per the technicians at the dealership and nobody is willing to step up because the machine broke down completely after the manufactured warranty was expired my third party warranty has stepped up and has repaired and replaced about 20K in parts which I find it very unfair that we were sold this machine for my family to enjoy and now the machine is constantly in the shop and nobody is stepping up there's not one person saying we sold this machine to these customers and came from ******************** manufactured incorrectly so we should step up and replace this machine we have asked numerous times to replace the machine however our machine was devalued to 18K which that would bring us upside down in our loan and we are still making payments on it and the Machine has been in and out of the shop since April of 2024 all I asked for BRP to stand up for their product and stand behind it and replace our machine that is the right thing to do knowing how much we've have worked towards getting this machine and how patient we have been but somebody has to take responsibility for selling a machine that was manufactured incorrectly until something happens to a member of her family then that's when someone will pay attention to what we are saying we're not asking for anything that's out of hand or out of line

  Business Response

  Date: 08/16/2024

  Hello, 
  I see here that we have a customer relations specialist on hand assisting with communications and our technical team is assisting the dealership with the repairs of the unit. Please stay in contact with Mr Brisson for further updates. 
  
  Kindly, 

  Customer Answer

  Date: 08/16/2024

  I am rejecting this response because:   BRP/ CEO Jose Boisjoli have done NOTHING to assist with the machine that BRP manufactured incorrectly placing me and my family in danger as the turbo may catch on fire the machine has been in and out of service since April 2024. Just because you sent and email saying machine is being worked it not true BRP does nothing to stand be hide their product all i want is a working machine to enjoy with my family that's why i bought it!!! Paid 43k and unable to use !!!   

  Business Response

  Date: 08/19/2024

  Good afternoon, 
  Your dealership is working diligently with the support of our technical team to address the situation. 
  The customer relations specialist in charge of your file will continue to be in communication, as they have been regularly since your initial communication to us in July. 
  Regards,

  Customer Answer

  Date: 08/19/2024

  I am rejecting this response because:   The response from BRP Is false information? The machine has not been looked at for the past 3 weeks. It has been sitting. At the dealerships Bay awaiting respond from your technicians. So at this moment, all you're responding is not true. And at the end of the day, I still have to make a payment and I do not have my machine for the past 6 months. So please get your story straight.As a machine is not being worked on and there is no communication.I have sent six emails to the BRP CEO Mr Boisjoli And not one email has been responded. I've also have sent multiple emails to the representative that was assigned and all he says is it's being worked on and it's not and i've asked him to check in to with the dealership.And the dealership says that they have multiple times told them that the machines not being worked on, they're waiting for diagnosting codes from their technician for the past three weeks!!!! So stop lying, and just say you're not standing behind your product!!!!!

• Initial Complaint

  Date:07/19/2024

  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.

  I have a 2023 Outlander XMR 1000 that I bought in 10/30/2023. My ATV barely has 46 hours as of today and the fuel pump has gone out already. After tons of research and troubleshooting it seems that 2021-2023 Outlanders have had a lot of issues with faulty fuel pumps. Some ************ members are even calling for a recall on the fuel pumps. It is crazy that a fuel pump would fail in less than a year and with only 46 hours of use. Obviously this is a manufactured defect with so many fuel pumps failing. I am writing to you guys in hope to get a replacement fuel pump. I paid lots of money for this high tier machine and to have the fuel pump fail this early is crazy.I have called Can Am customer support, email Can Am. Have called dealership. Can Am refuses to replace this faulty fuel pump. Ridiculous that they will not replace a defected product with less than a year of use and 46 hours.

  Business Response

  Date: 07/30/2024

  Hello, 

  Thank you for reaching out. In order to have an assessment of the issue, the unit must be brought to your dealership. From there, they can contact BRPs technical team for assistance. Please note that customer service cannot make these kinds of decisions, it must go through the process just described. 

  Kindly,

  Customer Answer

  Date: 07/30/2024

  Hello BRP,

  ATV is currently at Texas Adventure Motorsports. I have asked them to create a case with BRP. Awaiting to see if CAN AM will cover the repairs for the faulty fuel pump.

  Thanks,

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

• Initial Complaint

  Date:07/15/2024

  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 bought this Sea Doo RXT-X personal watercraft in 2021, new. I have put few hours on it, and cared for it with appropriate maintenance for the 3 seasons I've owned it. I change the oil and winterize at Jet Boyz down the road each fall, then bring it back home to my heated garage for winter storage. It is kept at 45 degrees F, all winter long, so it never freezes. I was out cruising on the lake with my son, who was on another PWC, earlier this summer. All of a sudden, I lost power, and it would not go faster than ***** mph. As soon as I slowed down, it failed and would not start again. My son towed me back. I took it out of the water and charged the battery to full, but it still would not start. I then called Jet Boyz, and they recommended I take it to the dealer for evaluation. I then took it to ****************************, where it was purchased. They did an excellent job diagnosing and repairing the ski. They discovered right away that it was a devastating issue with the motor, and that it needed a new motor. They were not sure what caused a piston to blow, but it was clear that this was the end result. I approved the repairs, and asked if they would please ask BRP if they would do anything to help me with the cost of the motor, as this should not have happened to a vehicle after just 3 seasons, kept in a heated garage each winter, and cared for with regular maintenance. I would argue that even if it were not winterized appropriately every Fall, this still should not have happened, as again I never allowed it to go below freezing. And the vehicle was taken very well care of. I have owned personal watercraft for over 20 years, so I am quite familiar with appropriate maintenance and expectations from these vehicles. I asked St. ******** what BRP said, and was told "****** would not provide assistance because of the time it was out of warranty." I would like, if not a full refund, $5579.29 (parts costs) refunded.

  Business Response

  Date: 07/17/2024

  Hello, 

  Thank you for reaching out. 
  We can see that there are no cases associated with your unit with BRP. We have opened a case, and someone will be in contact soon to discuss. 

  Kindly, 

  Customer Answer

  Date: 07/19/2024

  I am rejecting this response because:   

  I am rejecting this response for now in order to put the ball back in your court.  I will await hearing from you.  Thank you for your response BRP.  If it is easier, here is my direct contact information:

  **** *****

  ************ (c)

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

  Customer Answer

  Date: 09/09/2024

  I was contacted by phone by BRP and she asked me several questions about the vehicle and claim, and told me should would be doing some investigations about it and get back to me (speaking with St. ****** Motor Sports, etc.).  She said she could not give me a timeline but spoke in terms of days not weeks, and at this point it has been a month + and I have not heard back from her.  I am hoping that submitting this note will ping her again and hopefully generate some sort of response.  Thank you,
  
  **** *****

  Customer Answer

  Date: 10/19/2024

  ** did contact me and kindly offered some assistance.  While it was not the $5579 I was hoping for, they did provide a $1000 credit, which I found satisfactory.  Thank you for your help BBB and BP.  The BBB is very helpful.