ComplaintsforBRP

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Cam Am DS 90 for our granddaughter Christmas ********************************* *********** *****. Since this purchase the *** has not been right , first the rear rims/tires were installed wrong causing tires to rub on muffler, and it would grind make loud popping noise going into forward gear, as well as engine would idle high and idle would raise by turning handle bars. We took it back to Starwood and had them work on it they said it was fixed we drove 3 hour round trip to find out it was not fixed still had issue with shifter not engaging forward gear, this time they picked it up from our home and had it 2 weeks returned it again and said it was fixed now it will not go into reverse. Called and they will come get and work on it again. Again I do fill as ******** is doing what they can.I am filing this complaint against Cam-Am BRP. As I was directly just told BRP does not have a customer service line for the consumer, the lady I spoke with at their line ************** named ***** was extremely rude /unprofessional and aurgementive with me, refused or stated her supervisor would not take my call to the point I had to have my wife speak with her. (Granted I am also a Service Manager for a large home builder so that tells you something about my temperment). How do you sell a product in ******* and not have a service line for the consumer????? Bottom line is I want this Christmas present to be repaired or replaced so that our granddaugther can enjoy it as intended!! I do expect a full apologize from BRP. I also expect this *** to have a extended warranty due to all the issues and the fact it was been in the shop or un-ridable since buying it. If we cannot resolve this by using the BBB I will pursue legal action.

  Business response

  05/23/2023

  Hello, 

  Thank you for reaching out.
  Based on case history, we see that the unit was repaired and there was no further need for our assistance. If this is not the case, please reach out to us so we can continue to look into the situation. 

  Kindly,

  Customer response

  05/23/2023

  I am rejecting this response because:   The ATV is still not correct!!! Still cannot shirt into reverse without having to play with the throttle  unacceptable for a child's  machine!!! And now our warranty is about to expire.. **** poor service and still no apology for your rude customer service representative who outright lied to me..

  Business response

  05/25/2023

  Hello, 

  If you are still experiencing technical difficulties, please bring your unit to an authorized BRP service location for assessment. They will be able to reach out to BRPs Product Specialist team for technical assistance. 

  If you would like further assistance from customer care, please reach back out, we will be glad to assist. 

  Kindly,

• Initial Complaint

  09/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 2022 brand new ryker 600. Since they first day I bought the can-am it stalls out. Driving down the highway and the ryker check engine light comes on and it stalls out while I'm driving 55Mph. This was very scary I thought I was going to get killed. It's at the dealer and I asked for a swap out this ryker its a lemon. I haven't even been able to ride it. I bought it brand new. Someone needs to swap this 2022 ryker out for the same model. The brand new one I bought has some major issues. The dealer tells me it may take 2 weeks or more waiting on brp. It's BRP who isn't getting back to the dealership. I don't feel safe with the Canam I just purchased I want it swapped out for one that isn't a lemon. I just bought this 8/29. I paid for something I can't even use. If I get killed because it stalls out while on a major highway it's can-am brps fault for not listening to me. My friend was driving behind me when I had to bring it back to the dealership and it started bucking and stalled out again. Thank god she was behind me so I didn't get almost hit again . All I want is this one swapped out for the same make and model.

  Business response

  12/12/2022

  Business Response /* (1000, 7, 2022/10/11) */ Hello, Thank you for reaching out. As a manufacturer, BRPs mandate is to repair units. I see that your dealership opened a case and assistance was provided for a solve. Please reach out to your dealership or customer care (**************) if the need arrives in the future. Kindly,

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought 2021 seadoo gtr 230 last august then it broke down with major manufacturer errors when assembled which included safety mechanisms being left off of the engine and bolts missing from the oil pump which was hanging off the engine, this cause me to get stranded and had to have a friend tow me to the nearest boat ramp due to a complete loss in power. This cost me my 2021 season because the dealership had the ski for 2 months diagnosing and fix the issue and it wasn't until the end of October when i got it back, then it was just winterized by the dealership and stored for the winter. Now in the summer of 2022 i put three hrs on the ski at the beginning of the season and it broke down again with the issue of the oil light flashing on and then flashing off and beeping from the unit. I took it to the dealership and they called me a week later and said it was fine and that it wasn't making and codes or beep. Then they said they were sending brp a copy of what the computer was saying so they can instruct them what to do, that took another week and all they did was tell them to change the oil pressure censor and when they told me that is what they were doing i insisted that they take it out to test it. And not only did this not fix the problem but that was three weeks in and they have no idea what the issue was on why its losing oil pressure and they have to wait weeks for brp to give permission to diagnose the issue. When then finally figured out the issue which was the oil pump came loss again and was hanging off then engine. They then fixed it again i received the machine back and an hr later it broke down again with the same issue. Ifilled a complaint with the BBB and then brp finally got in touch with me and said they will escalate it to a higher level of customer service and that was July 22 2022 so its been 4 weeks. I was sold a lemon and they don't want to take responsibility. So this is the second complaint infilled with the BBB find a resolution

  Business response

  10/31/2022

  Business Response /* (1000, 7, 2022/09/07) */ Hello, Due to the recent cyber attack, we have been unable to assess the case with customer or dealer since the event. We can see you currently have an open case with a Customer Care Specialist and will allow them to continue to assist with your situation.

• Initial Complaint

  05/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  6/12/21 Purchased new 2021 CanAm Ryker 3JB2GEG29MJXXXXXX Uniontown PA Kaw/Can/Am $12883.84 OTD. 6/12/22 Extended warranty $671 XX-XX-XX Won't start blows main fuse - Towed to F&T Valley Motor Sports 1007 E Expressway Pharr, TX XXXXX at cost $138. Was contacted told I'd have to pay for a battery to proceed. Unit 6 mo 15 days old. 2-7-22 after many calls back and forth told it need a wiring harness not available until 3/20/22. Note we are full time traveling in an RV and moving on. 2-8-22 Towed back to me at cost $155.51 Upon arrival parts loose under hood, rusted hubs/rotors. Sat outside unprotected 12/27/21 to 2/8/22 per John at F&T. Had I been told would have provided cover. BRP case #XXXXXXXX & XXXXXXXX Contacted Matt BRP Resolutions he confirmed part #XXXXXXXXX. Asked for tow reimbursement, extend warranty amount of time to fix date. Would take no action till fixed. Contacted Uniontown BRP to get repaired 5/4/22 upon return. Told me they had the part. 3/12 Louisiana Powersports contacted for possible part. Back order to 4/26. 3/31/22 received call from Uniontown CanAm I'd have to pay $550.55 to hold the part and would be reimbursed after fix. 4/1 Laura BRP customer service no help. Would have Resolutions call. 4/8 Matt BRP Resolution - no help. Must pay for part under warranty then reimburse and talk after fix. 5/3/22 Towed to Uniontown Kaw/CanAm 519 Laurel Hill Rd, Smock PA cost $39 for appointment 5/4 5/12 called Uniontown Kaw/ CanAm Larry said they haven't started on it, finishing others. Will start 5/14 and should be done next week. Will work on between others. 5/15 to 5/24 no contact left message 5/24. It's been there now for 3 weeks. 2021 Ryker has approximately 1200 miles, 6 months 15 days old on Dec 27, 2021 and has been disabled/broke down now for 4 months, 27 days to this date. Regards, ***** ******

  Business response

  07/08/2022

  Business Response /* (1000, 5, 2022/05/25) */ Hello, As the manufacturer, BRP is mandated to repair units, not replace them, nor to provide financial compensation. We are currently working with your dealerships on repairs, as per the two cases mentioned. Various complications arose in this case on both sides (back-order parts / need to change dealerships due to moving), which have caused the timeline to be extended. As mentioned to you by the person in charge of your case, the topic of possible goodwill compensation can be discussed once the unit has been repaired and returned. Please reach out to your case handler at that point in time. Consumer Response /* (3000, 7, 2022/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Completely unacceptable! This unit has been broken down since December 27, 2021. It sat Outside at F & T Valley Motorsport, Pharr Tx causing parts to rust, not taking reasonable care for my Ryker. Date unknown in Feb I contacted Uniontown Kaw/CanAm where it was purchased. They informed me they had the part/wiring harness therefore I made an appointment for May 4th, 2022. They told me they would hold it only if I paid for it which I did. Today May 26th I went to Uniontown Kaw/CanAm as my calls went unanswered. I walk in to find out the Dealership was sold and closing in 2 days. I was informed 2 weeks ago by Larry they'd start on it 5/14. The Dealership was closing, they never informed me and we're just shipping it to the new dealer, Millers Motorsports. I met with Ernie Miller the new owner and he said he'd do his best to have it fixed by next Friday, but no guarantees. Further I was informed the part is still on back order had I not paid for the part they received for another in error. There was No complication on my side as they had ample time, two months to fix it in Texas and the part would still be on back order if there. Now it's been at the Uniontown dealer for nearly a month with a scheduled date of May 4th to repair. With the part needed, never worked on and Never informed me.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  2021 Can Am Outlander purchased: 04/09/2021 fr: MotoSport Motorcyles Inc. ***************, ********* OR, ****** Ph# ************-Quad ran 14.3 Hrs 38.3 miles, Quad was only used to cut grass....Engine malfunctioned-returned to Dealer June 9th, WARRANTY coverage was determined, PISTON CIRCLIP piece sheared off, (have multiple pictures)-pictures sent from Dealer show broken CIRCLIP piece came from Piston....broken piece traveled throughout engine causing internal engine damage. (pictures and list of all parts replaced)-EXCESSIVE use of GREEN GASKET SEAL pictures show it was so excessive it coated parts within the engine!-Engine was COMPLETELY torn down and sat on DEALERS workbench for 6+ months claiming parts were on back-order-I personally visited DEALER on several occasions for updates, i finally asked for a "PARTS LIST" of said missing parts holding up the repair....Two part numbers provided, parts dealer couldn't find. I found parts within 2 days delivered to DEALER-3 weeks later Dealer EMAILS say now another part is on back-order? I queried why wasn't ALL PARTS NEEDED provided to myself THE FIRST time i requested for parts needed? -Engine has now been completely torn down, sitting in multiple pieces on a workbench in Dealer shop for 6 months, collecting dust-Dealer calls says Quads ready 12/04/21 , i go to Dealer ask what kind of warranty do i have on the rebuild you just performed since engine was completely torn down sitting on a bench for 6+ months.....he says your factory warranty has ran out? I said yeah it ran out siting in your shop for 4 days shy of 7 months! I relayed I'm absolutely blown away a BRAND NEW Quad with only 14hrs, 38.3 miles blew basically the engine, and you repaired and i have no Warranty on your work'The Quad should of either had the ENTIRE ENGINE replaced by CAN AM or the ENTIRE QUAD itself!!!! The Engine sat in pieces for 6 months, the pictures shows the engine torn down, very sloppy engine build...Pictures to prove!

  Business response

  03/14/2022

  Business Response /* (1000, 10, 2022/01/19) */ Good day, From our files it seems the technical issue was resolved by the dealership, with our assistance, on the 30th of december 2021 (which is 2 days after this complaint was filed). However, if it was not resolved to your satisfaction, we will be happy to call you directly to discuss it further. Please let us know what time would be convenient. Feel free as well to reach out to us at*************** Consumer Response /* (3000, 12, 2022/01/24) */ To Who, it may concern, The QUAD was repaired after sittin on a bench all parts strewn across bench for 3 days shy of 7months. Multiple pics show VERY POOR BUILD excess Gasket Seal everywhere where it shouldn't be!! I have ZERO faith in the engine....its a LEMON! Poor build quality CAUSED FAILURE AFTER 14.3HRS. I want at the very least a different ENGINE, should of been the entire QUAD!!! Stripped to bare bottom, now Dealer has returned, AND IT STILL HAS ISSUES!!! Why wouldnt it, multiple people working on it, or just a plain LEMON.....I'm 1.5 hrs away from DEALER!! I've made MULTIPLE trips over the course of the 7 monthstrying to GET RESOLVE, all ON MY DIME and then when i FINALLY get it back it still has issues and needs to be returned to DEALER! AND DEALER GAVE ME ZERO WARRANTY ON THEIR WORK!!!! Motorsport *********, ********* Oregon.......does ANYBODY STAND BEHIND THEIR PRODUCT ANYMORE??????? The Engine for just being rebuilt, doesn't not sound smooth. Even my wife stated that, she knows nothing about Quads and she can even point it out. As soon as Gas or Throttle is engaged in either Forward or Reverse, the QUAD makes a click/clank sound, like something isnt quite meshed up properly. AGAIN another 3hr round trip to the Dealer. I live in ********** OR, and Im TIRED of driving back and forth only to get an inferior product back each time!!!!! Its $40 in diesel roundtrip, you obviously need the truck to transport Now why wasn't he QUAD test drove before returning? I'll assume the Dealer wanted it OUT OF THEIR HAIR, because the QUAD had the EXACT same hrs and mileage on it when i dropped it off on May 10, 2021.....So they, the Dealer probably started it, shut it off, and said call him, get it out of here..... So i've immediately notified Dealer once home the SAME DAY i picked it up, they say bring it we will look at it, well its an obvious bloody sound, I queried why didnt they address when it was there? standard deflect answers of well ********...again 3 more hours of driving, $40 in diesel, no Quad regardless because i don't even want to drive it like it IS!!! Can am, you have the ability to make it RIGHT! This was a poorly built on the line Quad, Monday morning Friday afternoon Lemon, Built in Mexico so you can save labour costs. I have aLL kinds of friends who have your Canadian Made Quads, great made Robust units, which you haven done in years and your product REFLECTS THAT DECISION to move production/assembly to Mexico. Quality JUST ISN'T THERE, I mean your price point, and the product you put out, is indeed overpriced. I see all the NEW 2022 Quads you are shipping MISSING PARTS .....why in the **** would you ship an incomplete QUAD to a Dealer? Replace the engine, its sound rough, and other issues as well.....guessI now have to see how the Dealer addresses their complete rebuild and issue that follow....what a waste of my time continually, AND I STILL HAVE NO USE OF A QUAD!!! *************************************************************************************************************************************************************************************************

*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. ↩