BRP US, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.they didn't send correct prorated refund. it just seems simple to me they canceled warranty and I should receive proper refund with explanation either way.
Regards,
[redacted]

In reading Ms. [redacted] complaint, we noted there were several mistakes in the dates.  However, with the knowledge that we have of her ATV, we were able to make sense of it.  BRP’s staff was contacted back in May 2014 and again this past January about this 2014 Can-Am...

DS.  In May, it was noted that the vehicle had very little oil in the motor and that was the cause for the engine running poorly.  In January, poor running and a loose chain were reported.  Mosites Motorsports, the servicing dealer, found the ATV had a bent tie rod and the rear sprocket bolts were coming out because of improper chain adjustments.  There was oil in the engine.  We have photos on file from both dates.  From them, it appears that the ATV has been ridden, which differs from the customer’s statement to the Revdex.com.    In January, BRP did not offer any repair assistance because there was no defect in the tie rod, chain or the bolts.  These repairs are non-warranty repairs and maintenance related services for which the consumer is responsible.  Also in January, Mosites Motorsports picked up the ATV, inspected it and prepared an estimate for repairs all at no charge to the customer.   They also offered to take care of a few small items that were needed at no charge to the consumer.  The Shaffer’s declined their offer.  No warranty claims were submitted during the warranty period.  The ATV is now out of warranty and still no defect has occurred.  BRP responded to each question presented to us.  No new developments have occurred since the last time we had a file open.  We find no basis to consider a refund or a trade.   We understand this is not the response Ms. [redacted] was hoping for, but it is the only one that can be made given the facts.    [redacted]BRP Coordinator – Legal Support – Ski-Doo, Sea-Doo & Can-Am[redacted]
* [redacted] ** [redacted] ** [redacted]
[redacted]

We received your letter regarding Mr. [redacted] complaint about BRP not paying for the repairs to his 2014 Can-Am Spyder RS model.  Although the vehicle has a low number of miles on it and is still within the warranty period, the damage does not qualify for coverage per the terms of the BRP...

Limited Warranty.  However, because the vehicle had been purchased only this past June and only had 1500 miles on it, as a gesture of goodwill we offered to cover the majority of the cost of the repair.  Mr. [redacted] will be paying a portion of the dealer's labor charges. While he had hoped that BRP would cover the full cost of the repair, he appreciated our offer of assistance.  Based on the above, we are closing our file on this matter.  Should you have any further questions, do not hesitate to contact us.  [redacted]BRP Coordinator – Legal Support – Ski-Doo, Sea-Doo & Can-Am7575 Bombardier Court | Wausau | Wisconsin | USA | 54401T 715.847-6828 | F 262.884.5789 or 715.847.6879www.brp.com

In response to this claim, BRP denied the repair because the shift dogs get rounded and the shift forks get bent and damaged when the transmission is being forced in and out of gear without using the clutch. For example, short shifting or downshifting without using the clutch can cause this, as well...

as burnouts, etc. The dealer provided BRP with photos of this wear and is clearly not a manufacturers defect. BRP denies this claim. Thank you.[redacted]
BRP US Inc.

All correspondence to Evinrude should come to Keith Moody. I did not receive this complaint personally until 9/29. We replied with the attached on the same day. I'm not sure why you have not received it.Thank you,[redacted]

We received the Complaint you forwarded from [redacted] regarding his 2012 Sea-Doo GTR watercraft.  The damage to Mr. [redacted] watercraft has been reviewed several times for warranty consideration, including when we were contacted by the Office of the Attorney General for the State of Maine. ...

The damage to the engine was determined not due to a manufacturing defect. Mr. [redacted] contends that he properly winterized it; however with the information provided to us, we respectfully disagree with him.  Yes, if a person has the expertise, he/she person may winterize his/her Sea-Doo.  By way of the Operator’s Guide, we advise that if the watercraft is not properly winterized, the intercooler could freeze.  This freezing could cause damage to the product. When there is concern for the watercraft, especially in water intrusion cases, it is best to take it to an authorized Sea-Doo dealership as soon as possible.  There is a special procedure called a “boil-out” procedure which, when done shortly after it is suspected that water has gotten into the engine, can reduce the amount of damage.  In many cases, when caught soon enough, there is no residual damage.  This service is at consumer expense, unless the reason for the "boil-out" is covered by the limited warranty.  It is our understanding that Mr. [redacted] did not authorize the dealer to service the craft, only to inspect it.   As a gesture of goodwill, we offered to contribute $1000 toward the cost of the repair.  This offer was not accepted.  Our position in this matter remains the same.

This will acknowledge your letter dated June 20, 2016 regarding the above claim. Our technician is working directly with the dealer to resolve the issue. I will keep you posted on the resolution of this matter. Thank you. [redacted]
BRP US Inc.

We located the specific part that Mr. [redacted] needed to fix the plow kit on his Can-Am Commander (SSV).  We arranged for an area dealer to obtain it.  Although both the SSV and the plow kit are out of warranty, we offered to pick up the cost of the part on the condition that he paid the authorized dealer who had it to install it.Mr. [redacted] declined our offer.If you have any additional questions about this matter, do not hesitate to contact me. [redacted]BRP US Inc.Telephone:  [redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Then if BRP or Sea-Doo puts there name on this item and reputation behind it, then who is it that the Revdex.com should send this complaint in the United States to? This is the run around I have been getting the whole entire time is trying to find who manufactures and makes this product and can provide the missing pieces. I want the Company name and address and request that the Revdex.com forwards this complaint to that company. Do not close case 
Regards,
[redacted]

We’ve reviewed Ms. [redacted] additional comments and again contacted Mosites Motorsports.  There is a definite difference in viewpoints of the interactions between the [redacted] and the dealership.  It is doubtful that a consensus could be reached between them. That aside, BRP’s decision was based on technical aspects of the information provided to us.  As such, we will be unable to change our prior decision.  The repairs that were needed are maintenance-related for which the consumer is responsible for the cost.  [redacted] BRP US Inc.

This will acknowledge receipt of your letter dated August 18, 2016 regarding the above ID number. At this point, I can offer Mr. [redacted] to take his unit to his dealer and replace the clutch that was previously discussed. I cannot issue the secondary clutch to be replaced because I don't know if that will be the problem. It would have to be diagnosed to determine if that would need to be replaced. A BRP technician is always available by telephone to discuss a case with a customer's dealer. Melanie RasmussenBRP US Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I'm well aware of the time frame and details of the incident.  To reiterate them to me is a waste of time and redundant. Yes the incident happened in April, the unit also spent quite a few weeks sitting at a dealership trying to sort this mess out.  Yes I took it to a second dealership because I felt that the first one wasn't willing to help out.  This does not solve my complaint because as they tell me it is "hard to believe" that the bolt remained on the chassis because it was a rollover incident, it is to me "hard to believe" that the bolt should have come out at all.  I am more than willing to deal with the consequences if this accident had actually been due to my negligence.  However, it seems that this business is NOT willing to consider the possibilities that something wasn't correctly tightened on this unit from setup.    
Regards,
[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

Understood. If it is the secondary as well, that will be replaced as well. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I'm not sure what you are talking about. I never took any pictures, because I wasn't aware that this claim would be denied. You have all of the pictures in your files. Please make them available so I can seek legal consultation. 
Regards,
[redacted]

We received your initial letter regarding Mr. [redacted] complaint with his 2012 Can-Am Outlander.  The BRP Limited Warranty expired on this unit on June 23, 2014.  The B.E.S.T. Extended Service Contract expired on December 23, 2015.  Even though the ATV is out of warranty and beyond the...

B.E.S.T. period of coverage, which Mr. [redacted] understands, he is asking BRP to offer some goodwill toward the repairs that are needed.  We have not yet closed this file.  We asked Mr. [redacted] to take the unit to a dealership so that they could inspect it and provide BRP with feedback as to its condition.  So far, we have agreed to pay the BRP dealer one hour of labor to do the inspection.  They reported their findings to us.  We will be back in touch with them on the next steps by the end of the week.  [redacted] BRP US Inc. Telephone:  715-847-6828 They have reported their initial findings to us.

We received the Revdex.com letter regarding Mr. [redacted] concerns about the Ski-Doo helmet that he purchased.  I contacted him this morning to ask for more information.  He is going to send me photos of the problem area.  However, since he is going out of town on business, I may not...

receive that information for a week or so.  This will delay our final response to the Revdex.com.   [redacted]BRP Coordinator – Legal Support – Ski-Doo, Sea-Doo & Can-Am[redacted] [redacted] [redacted] [redacted] [redacted]
* [redacted] ** [redacted] ** [redacted]

To be more technical, the bolt that came out would not lock up the steering. After 6 hours on the unit, the bolt and shaft would have more wear on the steering coupling than the pictures indicate. The handle bars were still in line. It is “hard to believe” the bolt came out and the coupler, shaft and DPS did not separate or disconnect. There is no proof this is a manufacturers defect. I am closing my file.[redacted]BRP US Inc. Coordinator-Legal Support

This will acknowledge receipt of your letter date May 24, 2016 regarding complaint number [redacted]. The proof that our technicians used to evaluate their decision are the pictures that Mr. [redacted] provided. We have no other proof to provide. Thank you. [redacted]BRP US Inc.