ComplaintsforBRP

• Initial Complaint

  10/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  10/18/2024

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

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - 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

  09/24/2024

  Thank you for reaching out. 

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

  Kindly,

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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 response

  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 response

  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.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought on 02/17/2024 Haven't had it a month and the reverse stopped working once the engine gets hot. The day I was going to go get my tags the reverse stop working. So I took it striaght to the CanAm Dealer here in *******,Tn. I keep talking to the dealer and they keep telling me that everything BRP is telling them how to fix it is not working. The service Manager **** said it's not working the problem is still the same. I would like to have a replacement if they can not repair the F3 spyder. It is in FRS powersports care @*****************************************. Their telephone number is ************* If you would like to call and speak with ************ the Service Manager so he can tell you exactly whats been going on with them and BRP.(PLEASE HELP) IT'S IN THE **** UNDER WARRANTY. 04/30/2024 Entered shop Due to reverse not functioning properly.

  Business response

  06/05/2024

  Hello, 

  Thank you for reaching out. We have escalated your customer assistance case to our corporate team, they will be contacting you and the dealership shortly. 

  Kindly,

   

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/16/2023 I purchased a brand new Can-Am X3 Vin number ***************** from ************* at ****************************************************** for ********* that came with 6 month Factory warranty. Soon after it began making knocking noise in the engine that progressively got louder and was taken to ************************* on 1/17/2024. My vehicle sat in the shop for over 2 months before BRP CAN-AM insisted the Cams were out of spec from factory, which caused damage to the Camshaft. **** technician insisted it needed a new engine due to the manufacturer defect, which can am pushed back and gave them their expert advice to replace listed engine parts. Informed engine was fixed and ready on 3/27/2024. Went to pick up on 3/28/24 only to find out the same knocking noise was still present in the engine. Now the machine will again sit in the shop for another 2 plus months waiting to fix an irreparable defected engine. Again **** has insisted a new engine due to it being irreparable due to a misalignment my the manufacture, allll while I continue to make monthly payments on my vehicle that Can-Am refuses to do the right thing. I have given them my money and they arent willing to replace an engine that is internally damaged from the factory, making me a victim and stealing my money. All I want is a replacement due to selling me a damaged engine. I have recently contacted a ******* lemon law attorney who are working on my case. These actions by Can-Am BRP are completely unacceptable and not good way to treat a customer who purchased their product. **** has also valued my vehicle to be worth *****k, which is a significant loss in value due to the engine, was 28k just 6 months ago.

  Business response

  04/10/2024

  Hello, 

  Thank you for reaching out. We have escalated your customer assistance case to the Resolution Specialist team and they will be in touch shortly in order to assist. 

  Kindly,

  Customer response

  04/10/2024

  I am rejecting this response because:   That is just simply saying they are passing It off to another person. That is not resolving the issue. The issue is I was sold a defected lemon, that came defected from the manufacturer and they are dragging their feet, all while I have to continue to pay for something I dont even get to enjoy. BRP is supposed to be a reputable company and they arent living up to their standards and taking care of a customer because Im not an important person with a last name of ******, which is why I purchased a can-am bc of their social media platform feedback. All Im asking is for them to do the right thing and take responsibility for providing me with a defected product. Me and my family just want to enjoy what we purchased, but cant.

  Business response

  04/12/2024

  Hello, 

  We understand this is not an ideal situation, but rest assured that BRPs technicians and the service team at your dealership are working together to resolve this issue.

  Kindly,

  Customer response

  05/03/2024

  I do not accept their response, my can am x3 is still at the dealership and has been there since January 16, 2024. **** Powersports has again requested a new engine due to other issues that continue to arise. They have now found the oil pressure to be 500psi, 400 psi over what it should be. BRP continues to pushback and their experts dont even know how to correctly fix the issue, which is a manufactured defected engine that they refuse to do the right thing. Just took my money and ran. This is the worst costumer service Ive ever experienced, 4 months later and I still havent got my vehicle fixed because there is no fix, all while I continue to pay for something I cant enjoy, BRP is clearly showing their true colors on this one, they should not be allowed to treat people this way, this is complete BULL SHIT 

• Initial Complaint

  12/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have had my Can Am Spyder in a shop for 6+ months waiting on a part. The manufacturers continue to tell me that they will send the part but every time this happens, it gets pushed back further. The part is an ECM part.

  Business response

  01/04/2024

  Hello, 

  Your case has been escalated to our internal resolution team. Someone will be reaching out shortly in order to assist in resolving the matter. 

  Kindly,

   

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  08/25/2023

  Hello, 

  This is a duplicate of complaint #********, please refer to response and case handler for assistance. 

  Kindly,

  Customer response

  08/25/2023

  I am rejecting this response because:   

  This claim is still ongoing with no timeline for conclusion or alternative solutions provided by BRP.  Even after 3 attempts via phone within the last 24 hours to contact the Customer Specialist assigned to the claim to get an update, there has been no response or efforts to return our phone calls. Since the filing of this complaint, approximately another month has passed not to mention this claim has been ongoing since February 2023! Might I mention again, this is the THIRD time our motorcycle has been at the dealership for repair for the same error since 2021. 

  Under no circumstances does it seem we are any closer to resolving this issue and therefore the response from BRP is rejected!

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a 2019 starcraft tritoon with a 2019 evinrude 250HO brp engine on July 1 2020 brand new. We have had the boat going on 3 years and the boat has been in the shop just for the engine a total of 14 months first it was the power steering pump leaking which is built by BRP evinrude. Then the engine blowed up and we took it to a certified brp evinrude shop and he said that evinrude said that the evinrude certified dealer that sold it to me put the wrong prop on the engine. Now the dealer I bought it off of said that I will have to pay for it $5,500.00 because they and evinrude is not going to cover it I will be filing a complaint on long Island marnia to. It has been at long Island marnia since August 4 2022. ******** keep saying everything is on back order but they are sending them parts but the dealer says they are not getting them and evinrude will not talk to the dealer that it is our responsibility. I would like to get a refund on the engine I paid $22,000.00 for just the engine BRP evinrude 250ho.

  Business response

  07/13/2023

  Hello,

  I am very sorry to hear you are having troubles with your engine. Please advise if you have called our consumer team or if the dealer has opened a case? Are you able to provide an engine serial number so we can further research the issue? 

  Kind Regards, 

  **********;
  

  Customer response

  07/13/2023

  They are saying serial number is ******** now the dealer is wanting $6,500.00 because evinrude is not covering the labor. They are wanting us to pick it up tomorrow and ************ should we pick it up? BRP evinrude are saying the 1 year warranty with the new power head will be through the dealer and the dealer is saying its through the manufacture brp evinrude. 

  Business response

  07/18/2023

  Thank you for responding with the serial number of the outboard engine. I have investigated this complaint and learned the failure of ********************** 250 HP Evinrude outboard, serial number ******** was not caused by a defect in manufacture or production. Therefore the repair/replacement does not qualify for warranty coverage. As a gesture of goodwill, BRP did extend an offer of reduced pricing for the repair. This offer was accepted by Long Island ******* Any further questions related to the referenced charges should be directed to Long Island ******* 

  Customer response

  07/18/2023

  We had a problem with the power steering leaking and we called evinrude they told us to take it to new river ****** so we took it to new river marnia on May 2021 they kept it until July 2021 for the power steering leaking and he said that long Island ****** had the wrong program in it and he changed the program in it then the following summer the engine blew up. ******** told me to take it back to New river marnia the guy from New river called me and he told me that engine blew up and evinrude said that the propeller blew the engine and to take it back to long Island marnia they put the wrong propeller on it to cause it to over Rev but ******** now says they have no record we took it to new river marnia but we have proof we did. Long Island marnia had it for 11 months and 4 days until our warranty ran out they said the put a new powerhead on it in October 2022 and that powerhead blew up in 12 minutes and they had to order 6 new injectors and a new computer I believe that the program in the computer quit sending oil to the 2 stroke engine. 

  Business response

  07/20/2023

  Thank you for responding with the serial number of the outboard engine. I have investigated this complaint and learned the failure of ********************** 250 HP Evinrude outboard, serial number ******** was not caused by a defect in manufacture or production. Therefore the repair/replacement does not qualify for warranty coverage. As a gesture of goodwill, BRP did extend an offer of reduced pricing for the repair. This offer was accepted by Long Island ******* Any further questions related to the referenced charges should be directed to Long Island ******* 

*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. ↩