ComplaintsforBRP US, Inc.

Sporting Goods Wholesale

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
08/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I hope this message finds you well. I am writing to formally express my dissatisfaction with a jet ski I purchased from your company in June 2023 for $26,000. After only five months of use, the engine malfunctioned, leading to a complete failure. Although BRP attempted to resolve the issue by replacing the engine, the replacement has proven to be faulty as well. Despite their efforts, the jet ski continues to experience significant problems, including recent issues with the pump. As I use this jet ski for deep-sea fishing, reliability is crucial. The ongoing problems have made it unsafe and unreliable for my intended use. Given the circumstances, I believe I was sold a defective unit that does not live up to the advertised durability and warranty promises. Donde June 8 they still have my jetski on dealership in ****** without any resolution I am requesting a replacement of the entire unit or a full refund. I have paid a significant amount for a product that has not met expectations and has effectively ruined my summer. As a customer, I feel I have been misled and cheated. Please address this matter promptly. I expect to hear back soon regarding the resolution of this issue.
Business response
09/05/2024
Hello,
Thank you for reaching out. We have reopened and escalated your customer service case. Someone will be in touch shortly to see how we may be of further assistance while your dealership and BRPs technical team continue to actively assess the unit.
Kindly,
Customer response
09/05/2024
Yea this product is under warranty
Customer response
09/05/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is temporary fine, as the expected solution is to change the whole unit, a poor diagnostic since day have leaded to a large delay and also the unit have shown low performance and it seems that this product was faulty since day one.

Regards,

*************************
Initial Complaint
08/22/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
electrical issues, from day one. it was in the shop under speed ibr issues for every year and they couldnt find the issue until this summer they kept my boat in the shop for 3 months without a cover as well
Business response
08/23/2024
Hello,
Thank you for reaching out. We can see that your unit has been repaired and returned to you. Please reach back out to your customer service respresentative for further follow up discussion if need be.
Kindly,
Customer response
08/23/2024
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.

[Please type your response here.]

Regards,

*************************
Customer response
08/28/2024
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 took the boat out over the weekend and the trim tab is not working on the computer across from the gas gage. I also have warranty issues that they werent resolved and they should have repaired them all. Thank you but BRP should have taken care of some of these early on.

Regards,

*************************
Initial Complaint
07/31/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a Seadoo switch sport compact brand new which came with the trailer. The only trailer that was offered which was a painted trailer. The trailer started rusting instantly. I followed all rinsing and maintenance to the ** The trailer started rusting at the weld points. I brought it in to the dealer right away. I was told by the dealer it is a known issue and a case number was opened. Little to know communication occurred. I have been left hanging with a trailer that has not rusted through and broke. I live and purchased in *******. Since all the complaint that have been popping up with the same rust issues brp started offering the boat with a galvanized trailer. This trailer is unsafe and the lack of communication and support is a let down. Especially since I paid well over msrp for the boat and trailer after covid. The only replys I get are when I speak on social media platforms when ** asked to take the conversation privately and then they go dark.
Business response
08/02/2024
Hello,
Thank you for reaching out.
I can see that you have an ongoing customer assistance case with our corporate care team. Your specialist will continue to assist you.
Kindly,
Initial Complaint
07/11/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Dear Better Business Bureau,I am writing to file a formal complaint against BRP regarding a new jetski I purchased that has been inoperable since the date of purchase. Below are the key details of my complaint:Date of Transaction: October 24, 2023 Amount Paid: $20,144.53 Business Commitment: BRP committed to providing me with a fully functional personal watercraft (PWC). However, the jetski has not worked from day one.Nature of Dispute: BRP has failed to communicate effectively and resolve the issue with my jetski, which is still at the dealership for repairs. Despite numerous attempts to seek a resolution, BRP has closed my case as if it was corrected, which is not true.Business Efforts to Resolve the Problem: BRP has communicated very little effort and failed to resolve the issue in a timely manner.Advertising: This issue does not involve advertising.The lack of support and communication from BRP has been extremely frustrating and disappointing. I have made multiple attempts to get this issue resolved, including detailed communications with BRP outlining my expectations. Despite this, the jetski remains at the dealership, and my case has been unjustly closed.I am seeking your assistance in mediating this dispute and ensuring that BRP fulfills their commitment to providing me with a working jetski or offers a fair resolution.Thank you for your attention to this matter. Please feel free to contact me if you need any additional information.
Business response
07/12/2024
Hello,
Thank you for reaching out. We are currently in the process of reviewing your case. Someone will be in touch shortly.
Kindly,
Customer response
07/12/2024
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 message is an automated response. Thank you.
Regards,

*************************
Business response
08/16/2024
Dealership has confirmed that the unit is repaired. **************** reached out to consumer to confirm and inform they can test unit and get back to us for possible compensation for unfortunate situation. **************** has yet to hear back.
Customer response
08/16/2024
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 just tested the Seadoo and it still does not operate appropriatly; the ski feels under powered (maxes out at 58) and shakes vigorously at low speeds. So much so that the Garmin screen cant be read. It has almost no power band at low speed, will not make it all the way on floating dock. Ski is coming up on its 1 year from puchase and we have never been able to enjoy or use. I need a resolution that works, continuing this way is not acceptable. I have a video; however, the size limits are preventing me from uploading. Please advise if there is another way to submit.

Regards,

*************************
Business response
08/20/2024
Hello,
Per your servicing dealerships last communication, your unit is functioning as per specs. If you should find there is a problem you wish to have them review, please feel free to bring the unit back to them for diagnositc.
Kindly,
Customer response
08/27/2024
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 sea-doo that was purchased brand new still does not work appropriately, has never worked appropriately or even start in some cases and now has been severely damaged (plastic is sun beaten, rubber buttons have melted) by sitting out in the sun at the dealership for 8 months now.
Regards,

*************************
Initial Complaint
07/06/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Motorcycle didnt arrive with software installed as advertised , which caused engine light to come at less than 200miles , been promised a software up date since may of 2024..several features on the ***** inch display doesnt work due to software not being installed, all I ask is for a software update as promised!
Business response
07/09/2024
Hello,
Thank you for reaching out. We do apologize for this inconvenience. Our team is actively working to address these issues and provide a stable update as soon as possible.
Please reach out to your selling dealership, as we have offered customers compensation for this through them.
Kindly,
Customer response
07/11/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

*************************
Initial Complaint
06/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am writing to file a complaint against Bombardier Recreational Products (BRP) regarding their Sea-Doo product. I purchased a Sea-Doo Switch in the Summer of 2022. After limited use, I encountered significant issues, including battery drain, iBR module errors, transducer malfunctioning, and recently, my engine blowing up in the middle of a lake.Upon contacting Sea-Doo customer service multiple times, I experienced long wait times, multiple transfers, and unfulfilled promises of follow-up. Despite taking the Sea-Doo to multiple authorized service centers on multiple dates, the issues persisted. My engine blew up on June 1st, and I am being told it cannot be sent to a BRP dealership for repairs until October, despite it being under warranty until January. This delay means I will miss the entire summer.Given the defective nature of the product and unsatisfactory customer service, I am seeking the following resolution:A full refund, or A replacement with a new, fully functional Sea-Doo, or Comprehensive repair at no additional cost, with assurances against recurring issues.I hope to resolve this matter promptly. Please contact me at ************ or ******************* to discuss this further.Thank you for your attention.Sincerely,*********************
Business response
06/06/2024
Hello,
We see here that you have a customer service case with one of our specialists. We will have them reach back out to you for further assistance.
Kindly,
Customer response
06/11/2024
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.

"We see here that you have a customer service case with one of our specialists. We will have them reach back out to you for further assistance. "

No one has reached out to me regarding this recent complaint. My family's life was literally at risk due to their negligence. Even if we wanted to use the boat which we purchased (brand-new), we are not able to do so as it is once again at the dealership for repairs. They have done nothing close to compensating me for my experience - or even making things "right" - and have shown no desire to do so. The only response I've received is this stereotypical copy/paste note from them.

Regards,

***************************
Business response
06/12/2024
***************,
********* has been in touch with you continuously for weeks now, through cases 03490918 & 03280550. She will continue to assist you as needed.
Regards,
Customer response
06/12/2024
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 am writing to formally address several ongoing issues regarding my Sea-Doo Switch and the handling of my case.
********** informed me of a "goodwill" gesture, which involved the purchase and installation of an external transducer, offered by the ****************************** However, this offer has since been reneged. Furthermore, ********** has not been answering or returning my phone calls, and she has refused to comment on any potential compensation until the most recent repairs are completed. Unfortunately, I have not been provided with a timeline for these most recent repairs.
In the original case opened, it was determined by two Sea-Doo dealerships that the boat's hull is likely at fault and thus should be replaced (or the boat itself replaced). Despite this, BRP opted to ignore these findings and changed the diagnosis to state that my transducer is operating as it should, despite replacing multiple parts and sending me to two different dealerships for repair. This is contrary to my experience and the fact that I have found multiple other Switches equipped with the same transducer that can read at high speeds, as advertised on Sea-Doo's website.
Given these circumstances, I urgently request the following:
Immediate Clarification and Action on the "Goodwill" Gesture: Please confirm whether BRP intends to honor the promised purchase and installation of the external transducer.
Direct Communication: I need a reliable point of contact who will respond to my calls and provide timely updates on the progress of the repairs and any related issues.
Review of Initial Findings: A reconsideration of the original diagnosis by the two Sea-Doo dealerships that identified the hull as the likely fault, and a clear explanation of why these findings were dismissed.
Compensation Details: Information on potential compensation for the significant inconvenience, threat to my family's safety (and lives) due to the safety recall that was not communicated, as well as unresolved issues, including a concrete timeline for repairs and resolution.

I trust that BRP will handle this matter with the urgency and thoroughness it deserves. Your prompt response and action are crucial to resolving these issues satisfactorily. Please contact me directly at ************ to discuss the next steps or if further information is required.
Thank you for your immediate attention to this matter.
Best regards,
*********************
Business response
06/14/2024
Hello,
You were offered a goodwill gesture by *********, confirmed and sent via email. Please refer to your previous email communications with her as she has been very detailed in her explanations.
Kindly,
Initial Complaint
05/29/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I purchased 4 Seadoo Sparks and purchased 4 of these expensive Bluetooth radios. Less than a year 2 was replaced and the 3 speaker is out at the end of 1 year warranty! 2 days later I called after expiring and the waiting for dealer to open they are denying replacement when I called brp customer service the agent gave me a case number and told me even though it just expired they reopened case and I will be able to get a new speaker. I called dealer back and relayed information. I left my resort of 2 hrs drive came to pick up speaker and dealer said I was denied. Im so disappointed with this product. They are not worth $600-$800 and I got 4! This should be a recall because its no way I change 3 speakers at that price in a year! I would never recommend I feel like the took my money and thats not fair!
Business response
06/03/2024
Hello!
Thank you for reaching out. Your customer service case has been escalated and someone will be reaching out shortly.
Kindly,
Initial Complaint
05/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a 2021 Sea-Doo FishPro from an individual that has the original OEM cooler and extension. The cooler design has 2 major flaws (1) that will not allow the top to close flush around the edges, allowing water to enter the cooler easily when under way and (2) allows for a child to become accidentally trapped inside due to the latch mechanism. Sea-Doo (BRP) has recalled these types of coolers and since changed the design on the newer models. However, since my ski is outside of the 1 year warranty period, I was told they would not replace mine. My only option was to purchase a new cooler and extenuation for +/- $1000!My problem with this is that as a company, Sea-Doo recognizes the cooler presents a major life safety risk, however they will only honor the replacement if the ski itself is less than a year old. I guess only those skis with warranties can have safe coolers...
Business response
05/29/2024
Hello,
I see here that your customer service case was responded to by our team. If you need further assistance, please feel free to reach back out via email.
Kindly,
Customer response
05/31/2024
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 local dealer is stating that BRP has refused to correct the issue due to the jetski being no longer under warranty. This is still not acceptable. This $1000 cooler is defective and does not seal properly, rendering it totally useless! Not to mention there is still the safety issue...

Regards,

*************************************
Initial Complaint
05/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have purchased (2x) 2024 SeaDoo FishPro Trophy PWCs this year. First time taking them out one of the PWCs batteries failed causing the 50AMP fuse to the rear battery to blow. This left me stranded and I had to be towed to the dock. Upon doing some research on the matter there have been numerous instances of this happening with the Haijiu batteries that are shipping with these units. I have since replaced all (4x) batteries with a more a reliable brand as I did not want this to keep happening. Considering I have already paid nearly ********* for the PWCs, I do not think a customer should have to pay out even more money, out of pocket, to replace highly faulty batteries that could and did leave me stranded on the water. Please help me make this right. Thank you.
Business response
05/23/2024
Hello,
Thanks for reaching out. We have escalated your customer service case for further assistance and a specialist will be in touch soon.
Kindly,
Initial Complaint
05/20/2024
Complaint Type:
Product Issues
Status:
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.
Defective utv fire....inhalation
Business response
05/21/2024
Hello,
Thank you for reaching out. We can see that you have opened a customer assistance case with us. We have escalated your case to our internal team and someone will be in touch soon.
Kindly,

Customer response
05/22/2024
In addition to the 2023 Can-am Defender HD9 while ************************* was trying to extinguish the unit that flashed back up in flames after putting it out the first time he inhaled smoke and fire extinguisher type *** fumes he was taken to the ************************. **** is awaiting a stem cell treatment the first part of June because he is battling stage 3 Lymphoma cancer, the inhalation might have compromised his chance of getting this treatment that was promising to let him be with his loved ones for some ti.e to come. If he had been on that riding it he would not have made it, material things can be replaced but my god not a hood god giving man. At this time I am waiting for the Three Mile Bay fire chief to give me a report
Customer response
05/22/2024
The day that I purchased my 2023 Can-am Defender HD9 was July 1, 2023 the warranty covers the power train and engine
Customer response
05/23/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

*************************
Customer response
05/24/2024
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.

[Please type your response here.]

Regards,

*************************
Customer response
05/28/2024
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.

[Please type your response here.]
My Can am Defender HD9 can not be fixed it's a total loss, due to a fault of your company not advising me a potential fuel leak regardless if my vin # is involved or not it's just not a coincidence that my Defender caught fire all by its self yourcompany can either replace my 2023 Defender HD9 or pay off my loan for it being $17,000.00 to Sheffield
Regards,

*************************
Business response
06/12/2024
Hello,
In order to properly evaluate the unit and make a decision, please bring your unit to an authorized BRP service dealership.
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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforBRP US, Inc.

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Customer response

Business response

Customer response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Business response

Customer response

Customer response

Customer response

Customer response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary