BRP US, Inc.

Although this is not a manufacturing defect, BRP is covering the cost of the repair as a one-time goodwill gesture. Thank you.  [redacted]

This is in response to your recent letter regarding Mrs. [redacted] wishes for BRP to replace parts on her Can-Am® Maverick Max side-by-side vehicle.  We believe that Mrs. [redacted] letter to you and her communications with BRP staff occurred about the same time.  I spoke with her on...

October 2.  At that time, she was concerned about the vehicle’s safety because her children ride in it.  I assured her that the SSV is safe.  We also talked about the wear/discoloration on the inside rims of the rear tires.  There are scrapers on the insides of the wheels which scrape mud/dirt and other debris from them.  It is the debris that is abrasive against the wheels.  In the scraping process, some of the finish rubs off the wheels.  This is not a defect.  I also confirmed with her that the wheels are not cracked in anyway. We believe Mrs. [redacted] questions were answered at the time I spoke with her.  If not, please re-contact me.   [redacted] BRP US Inc.

We received the Complaint that you sent to us about Mr. [redacted] concerns with the air suspension system in his 2013 Can-Am Outlander XMR.  We've contacted the consumer and offered some assistance for the repairs that are needed.  Once his local Can-Am dealership...

has inspected the vehicle, we will know to what extent our assistance will be.  For now, he is satisfied with our response.  I will update you with the final outcome of the file.  In the meantime, if you have any questions on this matter, please let me know.   [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

[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. 
I spoke to Ms. Rasmussen from BRP this afternoon and we have resolved the issue.  Thank you for your quick response.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.]If the Revdex.com had a "partial acceptance" of your email, I would have chosen that route. I accept your response concerning replacing "one" of the clutches: the drive clutch. I however, want to know if this does not resolve the issue, will the driven/secondary clutch be replaced as well? I have gone this route on here since that is what I desired in my original complaint. I want this issue resolved. I am tired of the run around/go between I've had with dealers and BRP, not to mention the thousand+ miles I've driven taking this machine to dealers.  I want it to be clarified 100% before I return my sled once again to a BRP dealership. Also, it seems there has been A LOT of confusion between 2 separate skidoo dealer service departments and BRP technicians.  I was informed by the 2nd dealer that BRP service only answers questions/concerns via email; that BRP will not give dealer technicians a phone number to even speak with someone.  If this is true, I'm not impressed. Unprofessional is what it is. No wonder there has been so much confusion as to what needs to be done to my snowmobile. 
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.
I am rejecting it because there was no offer to resolve.They asked for a copy of the receipt, I provided it and nothing else was offered, it appears the matter had been closed.There is no resolution as of today!
Regards,
[redacted]

It appears that BRP was notified of the squealing noise on March 3, 2015 when the dealer, Lakes Area Powersports, opened a case. BRP's service technician suggested to the dealer to try a different drive clutch. That was not performed. It was also noted in the case that the dealer changed the spring...

pressure on the secondary clutch. In January of 2016 Mr. [redacted] brought his unit to another dealer, Bemidji Sports Centre. It was noted in BRP's claim system that Lakes Area Powersports did not change out the springs, so Bemidji made a claim for that and that repair was completed. I believe this issue can be resolved with communication between Mr. [redacted] and his dealer. I am suggesting Mr. [redacted] take his unit to his dealer and have them open a case with BRP and indicate to the dealer that a different drive clutch was suggested by a BRP service technician but was never performed. This repair would be covered under warranty. Thank you. [redacted]
BRP US Inc.

This will acknowledge receipt of your letter dated September 2, 2016 regarding the above ID Number. BRP cannot grant the desired outcome requested by Mr. [redacted] as the parts in question are not of BRP parts but rather aftermarket accessories, which then modifies the unit. Another issue in the "desired outcome" is that BRP does not control what the dealers sell and don't sell. Each dealer is independently owned. Mr. [redacted] could continue his efforts with the selling dealer as BRP is not responsible for this situation. Thank you.  [redacted] BRP US Inc.

We were previously contacted by Ms. [redacted] and Jet Thrust Performance, the dealership that replaced the engine in her 1999 Sea-Doo earlier in 2014.  When it was brought back to the dealership for the normal 10 hr. service, the dealer noticed that the watercraft’s engine was not running as...

it should be.  Looking inside it, they noticed that the rear piston had scraped the walls of that cylinder.  They submitted photographs to us for our review. The dealer informed us that the oil pump was working, so this was not the problem.  We did not immediately make a decision, but asked the dealer for more photographs to review.  This was to help to ensure that our initial thought was the correct one.  The ultimate decision was that the damage was due to water getting into the engine.After receiving your email, I asked two uninvolved technical service representatives to review the photographs.  They agree that water intrusion was the cause for the damage. Since the engine was installed by a BRP dealer and was within one year of that installation, BRP would have covered the cost of a replacement part if it was found defective.  We have nothing to gain by not honoring this responsibility.  Unfortunately for Ms. [redacted] because the damage was not from a defect in the replacement part, we will be unable to replace the engine as she requested.  We understand that this is not the answer that Ms. [redacted] was hoping for.  However, this is not the type of damage that we can assist with.  [redacted] BRP US Inc.

I spoke with Mr. [redacted] today.  We discussed a couple of options.  He is going to think about them over the weekend and call me back next week.  I will follow-up with you after he and I speak again.  [redacted] BRP US Inc. Telephone:  [redacted]

Sea-Doo does not manufacture the seascooter and is unable to provide a battery and charger. Sea-doo is a licensed name provided to the company that sells the seascooter. Sea-doo is unable to assist in this matter. Thank you.

I bought a 2016 can am outlander l with 5 year warranty and a front drive prop shaft went because water went up the spline and not through the booth and rusted out splines , the spline was not sealed
BRP will not honer their warranty ,no mater what brakes , it will never be manufacturing fault

I have two Ski Doo's year 2006 Vn# 2BPSBK6F26V000078 - one is a 600 and the other is 550 . Was riding the 600 last week and it caught on fire. The time we could put it out it destroyed the snowmobile. Never heard this happening and it was quite alarming and scary at the same time. I have been riding snowmobiles for many years and I always liked the Ski Doo's ! never had any problems with these snowmobiles till now. This particular snowmobile was in good shape and being an experience rider, I always take care of my sleds. would like to know how you can help me in this matter. I feel this should of never happened. and I would like to know if Ski Doo is willing to stand by there product and help me in this situation.
please contact me either by my cell phone 612-889-5248 or email address: [email protected] or [email protected] thank you for your time and Looking forward to working with you. - Randy Myers owner

Review: Purchased my 2014 Sea-Doo Spark on May 23, 2014. on July 20 this machine compleatly broke and was taken to the dealer to be fixed per the warranty on July 22. After waiting for what felt like forever in the middle of prime jet ski season. I called and talked to brp customer service on Wen. Aug 6 I was told someone would contact me

Called brp mon. Aug 11 because no one had called. [redacted] told me he would contact the dealer about the parts needed to fix the jet ski and for sure call me tomorrow. He told me they could extend my 1 year manufacturing warranty . He told me the motor was not aligned correctly and they now have a tool to fix that. the other part that I needed were on back order.

Aug. 12--- no call

Aug. 13---talked to dealership, they have not talked to brp since the 8-6

Aug. 13---I called brp because no one called me. He talked to the dealer and called back. He told me he would follow up on the back ordered parts and broken tool tomorrow and call me at 9am my time.

Aug. 14---talked to [redacted] he told me 1 part would be at the dealership tomorrow, the tool is being overnighted to the dealership and the last part needed would be to there warehouse Aug. 18 and if all goes well to my dealership Aug. 25. He also said they would extend the warranty for 1 more year from expiration date of may 22. New expiration date of may 22, 2016. I requested written copy of the new warranty. He said he would be in contact with me.

Aug. 21-- [redacted] called and said the last part would be showing up to the US warehouse the next day. Dealer should have the part early next week

Aug. 27-- stopped by dealership, still no last part.

Aug. 28--- I called brp, [redacted] is on vacation. Talked to customer service and the said the dealer signed for the last part they show was ordered on the 21 by [redacted]. She told me she would call the dealer and figure out where the part is and call back. She called back and told me the part was on the way but was unable to track the package. I told her we needed some other resolution because I was not happy. She is going to voice my concern to [redacted] and have him call me back when he is back from vacation on Sept 2.

Sept. 2---called brp, [redacted] was not available so I spoke with another guy. He told me the bearing was still at the US boarder. My dad called and they told him it was going to be at our dealer on the 3rd. I told them to have [redacted] call me and that I would be expecting a call.

Sept 4---- still no call from [redacted] and called the dealer and they have not heard anything and no bearing.

Sept. 10--- [redacted] called said the bearing got stuck on the US boarder and is now in the US. It should be to dealer the next day.

Sept 11--- I called dealer and they got the bearing. Should start working on it on the 12th

Sept 17--- No call from dealer. Called dealer and they don't have all the right tools, was told the right tools should be there Friday Sept. 19. My husband stopped in to voice his opinion. Talked to [redacted], gm at All Sport, told him he would only be happy with getting our money back. He said he would work on it.

Sept. 18---- [redacted] from All Sport called me. Told me he was working with brp and likely going to buy our machine back. He said he would be out on town and back next Friday and would try to call Friday 26th.

Sept 25---recieved an email from [redacted] at All Sport, the heqad bolts never got ordered, so they were going to order them and have them over nighted to the dealer.

Oct 1--- Received a call from the dealer that my Jet Ski was fixed and finally ready to be picked up. At this point I was already in the process of trying to get the dealer to buy the machine back. We had now been out of a machine for over 10 weeks and it was now time to put it in the garage for the winter.

Oct 4--- Signed a release of intrest on my 2014 Sea-doo Spark. The dealer did by the machine back for the remaining amount that was owed on the loan. This does not usually happen but we were very unhappy as customers and the dealer wanted to do what was right.

This issue took alot of time and caused alot of stress everyday that I had to call and battle for my parts.

Case #[redacted]Desired Settlement: I am requesting a refund of the money that I spent making the payments on a brand new jet ski that was in the shop foe over 10 weeks and was only broken due to manufacturing error. Including the payment I made the day I took it in to the shop, I paid 3 payments of $151 each in the time my jet ski was in the shop.

Business

Response:

As Ms. [redacted] stated, she reached an agreement with her dealer wherein he offered to take back the watercraft and pay off the remaining balance on the loan. By doing so, the dealer assumed an up-front substantial financial responsibility and the costs associated with reselling the watercraft. Since this was an agreement between the dealership and the consumer, BRP is unable to get involved. As a manufacturer, BRP's responsibility is to uphold the limited warranty which we have done. It is for these reasons that BRP will be unable refund any money to Ms. [redacted]. [redacted] BRP US Inc.

Review: My 2013 Sea Doo 130 SE GTI has severe engine damage due to a roll over valve which was improperly installed from the manufacture which caused severe engine oil loss, by drawing oil into the intake which from the head thus causing engine damage from low oil. I have sent pic and called five time and still no reply. I would like engine replacement...LonnieDesired Settlement: Engine replacement!

Business

Response:

This is a follow-up to your recent letter regarding [redacted] request for BRP to replace the engine in his 2013 Sea-Doo GTI SE model watercraft As it turned out, a replacement engine was not required to repair the watercraft,

only a few parts needed to be replaced. The repair was completed in the latter part of September.

>

On a separate note, [redacted] has told us that his craft no longer loses oil, but he feels that the engine is now down on power. A customer service representative is working directly with the customer on this matter.

>

We are closing this Revdex.com file, but we will continue to work with the customer to bring about a satisfactory resolution to the present concern.

>

> [redacted]

> Coordinator - Legal Support

> BRP US Inc.

> 7575 Bombardier Court

> Wausau, WI 54401

Review: On April 7, 2014 the Seadoo GTR 215 I purchased new from Robertson's power and sports failed while I was using it in the ocean. The Water craft was purchased new on April 20, 2012. The engine only had 27 hours on it. I was able to start the boat long enough to get back to the dock. When I looked at the oil I saw that it was a whitish color. I took the watercraftt back to the place of purchase and was told by the service technician that the engine had taken in water due to a leaking inter-cooler and that I would need a new engine. I asked how this could happen and was told that if antifreeze is not poured into the inter-cooler prior to storage then it is possible for water to freeze and cause damage.I explained that I followed the steps in the manual and that it said nothing about adding antifreeze and that flushing the system with compressed air is what is required, so thats what I did. I called over a dozen Seadoo service centers and they all said Antifreeze must be used. I contacted BRP about the issue. They originally claimed that my PWC was out of warranty. I had to explain that the implied warranty in my State specifies that a new PWC could reasonably be expected to last to last more that 27 hours.

BRP offered no assistance So I contacted my states Attorney Generals Office. The Investigator there contacted over a dozen Service centers and was told the same thing that I was. He was told that Antifreeze is required to be put in the inter cool. I was also informed that the Inter-coolers BRP uses are known to have problems and that there have since been modifications made to them to address the problem.Desired Settlement: I would have originally have liked BRP to replace the engine. Since BRP has been so unwilling and difficult to deal with. At this time I would simply like to return the machine and have the money I paid returned.

Business

Response:

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.

Review: Failure to cover known issues with BAD transmission(s) after suggesting an amicable "Goodwill repair" for such extremely low mileage top of the line EXPENSIVE CAN AM 1000 OUTLANDER I bought BRAND NEW and along with my STRONG customer loyalty buying NO LESS THAN 5 brand new atvs/snowmoblies and Personal Watercraft over the last 5 years! (over $47000+ spent!) Consumers NEED to know this is how they handle EXCELLENT REPEAT CUSTOMERS with COMMON and PROVEN (the dealer told me how very often this occurs and that no one is ever really satisfied with the end result, ENOUGH!Desired Settlement: I require communication thru to higher up service people at BRP (they will agree and fix this I feel certain) and ultimately the thing they suggested which is a "Goodwill repair" based on my having MAJOR transmission issues at only 500 miles from brand new and properly serviced and 10 hour service done at the dealer etc... I need the transmission parts and labor covered and asap as this is a needed vehicle in winter around here and is creating added expense based on being of limited usability.

Business

Response:

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.

Review: My current issue is with my 2014 Can Am Spyder RTS se6 MSRP of $28,049 is leaking oil as to where the water pump is attached to the motor. Tomorrow on 8/8/2015 it will undergo repair for it's 3rd water pump as the original was leaking, 2nd one was leaking and now I'm being forced to have a 3rd one installed. My machine was picked up by Lexington Motorsports on 7/2/2015 and they've had it ever since. I posted on a reliable forums of Spyderlovers.com about this issue and was contacted by a BRP caseworker. When I first brought in my machine I was told it was leaking between the crank case plates. At this time I'm being told they still don't know what the issue is and they are hoping the 3rd water pump will resolve it. My Spyder has less than 2k miles on it and is kept in the garage at all times when not in use. At this point I have a 28k leaking paperweight that is not useable. Owning a machine that cost upwards of 30k it's highly wrong to have a customer suffer and continue paying for a product that's not within their grasp. This is my second Spyder I have bought in which I have spent an estimated total of around 50k with BRP and I have lost all faith all because of this transaction. Half of the summer is gone due to a quality control issue that should have been caught and never sold to a consumer. BRP was made aware of the issue on 6/29/2015 via forums in which I have all e mail and forum transactions. I've made COUNTLESS complaints about the whole process to my BRP caseworker.Desired Settlement: At this time I feel the best outcome would be an exchange for the same model of the current 2015 year. With the summer coming to a quick close and unable to use my machine that I still currently pay for is fair for a high priced item. BRP can repair they machine and re sell it as used on their own time. Why should I have to continue to be inconvenienced because of their quality control issues and their problem? I have been calm and collected during this whole process but this has gotten out of hand and a replacement model that actually works isn't out of the question. My BRP case number is #503369. Do the right thing, exchange it and restore my faith in your company and products.

Business

Response:

Mr. Rogers' dealership, recently replaced the engine in his 2014 Can-Am Spyder. That corrected the oil leak that the dealership found. He now has it back. As a gesture of goodwill, we offered and he accepted a Parts, Accessories and Clothing (PAC) credit in the amount of $500. He has already used that credit at the dealership.

Review: I purchased a brand new 2014 Sea-Doo Spark ( personal water craft). At 4 hours of use the machine had major mechanical malfunctions in which it needed to go back to the dealer to fix. So far there are three major issues with the machine. The Check engine light goes on displaying low oil pressure. This issue was fixed under warranty after 5 weeks in the dealer for repair but then again resumed the same problem after 20 minuets of use. The re-boarding step broke with the first time of use. Also BRP E-mailed me to explain how another issue with the throttle is occurring. I bought this PWC at the same time as my friend purchased one (identical unit) and his has not displayed one issue. My machine has been broken for six weeks and has been in the dealers repair shop. it has many reoccurring issues and Brp will not trade in my unit for a working one. the mechanics have spoken to BRP and they have told me that even they do not know what the issue is with it. (they sold me a lemon) Also causing me to canceled my vacation plans. I paid top dollar for a PWC and it has been broken pretty much from the first time of use. I paid for something I never got to use and the summer is ticking away.Desired Settlement: I would like a refund for my time lost not being able to use the machine and to be able to trade my broken PWC for a new working unit. I do not feel comfortable using this machine on my large lake. I believe even if the unit is repaired a reoccurring issue will arise causing me to be stranded in the middle of the lake or other large body of water. This can be very, very dangerous.

Business

Response:

We reviewed Mr. [redacted] complaint and offer the following interim response.

He is correct in that he returned to the dealer on more than one occasion for a repetitive concern. It was first thought to be an engine malfunction, but was eventually determined to be wiring harness. Mr. [redacted] used the craft since. There was not a repeat issue; but the craft ingested debris, which damaged the propulsion system. This damage is not covered by the limited warranty. This repair will be completed for this coming weekend. Mr. [redacted] will again ride it and report back to the dealer as to its operation. If there is another manufacture-related issue, I’ve asked the dealer to contact both the technical support team and me to determine the best course of action to be taken.

I will be out of the office the week of but will follow-up with the dealership and the Revdex.com upon my return to the office.

BRP US Inc.

Telephone: [redacted]

Consumer

Response:

Review: I bought a 2014 Can Am Commander XT-P. I spend nearly $50k on the machine, accessories, and setup. I bought the Can Am Hydraulic plow in January 2014. It was February before I got all of the parts and installed them for use. I used the plow for February and March 2014. At the mid to end of March....less than 60 days, I took the plow off the machine. I put it on a pallet and stored it in my heated warehouse.

I put the plow back on the machine at the end of December 2014...in preparation for plowing this winter. The side to side hydraulics didn't work.

BRP has not only refused to replace the defective pump....but they won't sell me the parts to fix it. They say I have to pay for the full hydraulic system again($1200). What a joke for the amount of money they charge for their machines and parts. This plow didn't even plow my driveway for 2 months before breaking.

IT WAS A DEFECTIVE HYDRAULIC PLOW SYSTEMDesired Settlement: This part should be replaced by the company.

If it isn't replaced.....I will post on every website I can find....the type of BRP sells

Business

Response:

I writing to tell you that we contacted Mr. [redacted] about the power unit that he needs for the plow on his Can-Am side-by-side vehicle (SSV). We recently shipped the part to an area dealership. His SSV is out of warranty. As a gesture of goodwill, we've offered to cover the cost of the part as long as he pays an authorized dealership to install it. I notified him of this today. He will be contacting me back in the near future to let me know if he accepts our offer. [redacted] BRP US Inc. Telephone: [redacted]

Business

Response:

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]