BRP US, Inc.

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]

Review: According to my testing, research, and advice from my local dealership, the gps module in the instrument cluster is bad and needs replaced. The problem initially started when the unit was 1 week old with 3 hrs on it, but I thought it was just a small glitch, since it barely had any impact. Since then, it has gone out of warranty and the problem has got worse. Over the weekend I had my girlfriend on the back, I had cruise control set at 30 mph, the gps unit began to act up and the throttle automatically began to decelerate the machine, then all of a sudden, it started working correctly, putting the throttle wide open without warning, injuring both me and my girlfriend. I have been in contact with BRP and they are unwilling to replace the unit for free or at a discounted cost.Desired Settlement: After having the machine at a local dealer, they agree the instrument cluster needs replaced. I would like it replaced for free or at a discounted cost as the price of the part is nearly 10% of the total cost of the watercraft. The machine has approximately 55 hours on it and is 2 years old.

Consumer

Response:

I have not been contacted by BRP.

Business

Response:

We are in contact with Mr. [redacted] about the concern that he believes

is due a malfunctioning gauge cluster. Presently, we are working with

his area dealership to determine if the gauge cluster is the cause of

the concern or if another component is the part that is causing the

intermittent concern.

We will update once we've completed this file.

BRP US Inc.

Review: BRP is the parent company for Seadoo boats. I purchased one from a CA dealer called Berts Mega Mall in Azusa, CA. I brought my boat in for service and was told that the nylon washers on the boats supercharger had broke. When I purchased the boat I was told it had titanium ones on it and I had nothing to worry about. I called BRP due to their dealer telling me that it is going to cost $4300 to fix when the engine was fine. They said it was fine but only needed an engine flush to get the plastic out. I asked for a BRP rep to meet at Berts with the dealer and I to try and resolve this and they declined. They looked up my boat and found it on record. According to Berts, BRP should have sent me mail stating the problem and it would be covered. I never received any mail from BRP. When I found this out was on a service of 100 hours at Berts. They said at that time the engine was fine and supercharger was running fine too.Desired Settlement: I would like a BRP Rep to go to Berts since my boat is there now torn apart and verify that the parts they sent me on an estimate are truly broken due to the failure.

Consumer

Response:

From: [redacted]>Date: Wed, Apr 29, 2015 at 10:09 PMSubject: Re: You have a new message from the Revdex.com of WisconsinTo: "[email protected]" <[email protected]>Hi,

Review: I purchased a 2014 Can-Am Outlander 1000 Xmr on May 31st 2014. The first time we took it out riding in some mud on June 7th 2014, the front drive shaft broke and the winch stopped working. We took it back to the dealer where we purchased it. They sent the information to Can-Am for the repairs. They were able to repair the drive shaft under warranty. The dealer was told that the winch was not covered under warranty and we needed to refer to page 15 of the owner’s manual for the winch. This was the first time the winch was used and it burnt up. I called and spoke to several representatives at your company. I was told they would not repair it and that I could not get it back. Of course this was very upsetting to know that I paid for something and just because you thought it could not be repaired you would just keep it. I finally got a representative that got to the bottom of the situation and had the winch returned to me. I had to pay the shipping cost. Since it was a Warn winch I called their company. They asked that I send the winch back to them and they would take a look at it and see what they thought. They repaired the winch and told me the product should not have failed.

We took the Can-Am out for the second time on August 31st 2014 and the ring and pinion broke. It sheared apart and broke the case. Also the air suspension stopped working properly. I took the unit back to the dealer for repairs, the dealer has done everything he can to help the situation. In the mean time I reached out to BRP customer service. I was told that the repairs would not be covered that is was due to misuse. They hadn't even seen the parts or the damage at this time. The dealer hooked a computer to the unit and ran a report that shows how it was driven and there is no way it is due to misuse. The dealer also agrees that this should have never happened. I have now been paying for a four wheeler that has been in the shop for repairs more that it has been in my possession.Desired Settlement: Refund the total I have paid for this unit.

Business

Response:

This is in response to your recent letter regarding Mr. [redacted] request for a refund of the purchase price of his 2014 Can-Am® Outlander XMR ATV. He also had several other questions in his complaint, which we will address. The warranty policy and procedure on a part returned to BRP is that if warranty coverage is denied, we hold it for 90 days, pending a return request from the dealer. This policy has been in place for many years. In most cases, the part is not requested to be returned. We declined warranty coverage of Warn® winch because it showed signs of overheating. This type of damage is not considered a manufacturing defect and is not covered by the limited warranty. I’ve attached a copy of the BRP/Warn® Winch Guidelines for your files. This document shows various situations that are not covered by warranty. Of course, Warn®, as the manufacturer of the winch, has the discretion to overturn BRP’s decision. Our records indicate that repairs to the ring and pinion gears were performed at no cost to the customer. The air suspension required a sensor, which was covered under warranty. We will be unable to refund Mr. [redacted] his purchase price. However, we will stand behind the limited warranty for manufacturing defects. Lastly, it is unfortunate to need repairs to one’s ATV, especially shortly after its purchase. Our records don’t show there was an extensive amount of downtime in relation to the warranty repairs. If there was an excessive amount of downtime, we are willing to offer Mr. [redacted] some goodwill on the warranty time. If he wishes to discuss this with me, he may contact me directly at [redacted]. If there are any further questions regarding this matter, please contact us.

Consumer

Response:

Review: In Dec. I took my 2012 skidoo snowmobile in for repairs to Track Side in Eagle River. My snowmoblie had an issue with the stator I called Skidoo to ask if this was covered under warranty. I provided the women from Skidoo with my VIN number. She stated my snowmoblie had extended engine coverage & that the stator would be covered. She provided me with a case number. I called the dealer, gave them the case number & told them to make the repairs. The snowmobile was repaired in 10 days & I was told there was no charge. When I picked it up at the dealer I was told there was no charge. 4 weeks later I recieved a bill for over $900. I was told by the dealer that it was not covered. Skidoo has said that the person that called about the warranty did not know what they were talking about. They also said I never provided a VIN & that the wrong questions were asked. I have tried to get a copy of the case number from the dealer but they have not been helpful. They only provided me with what skidoo told them. All of which is untrue. I made it very clear to the dealer that I did not want it repaired if it was not under warranty. I was going to take it else where. Between the dealer -who did not do there job & check on the warranty like I asked them when I brought it in & skidoo providing me with incorrect information I am now stuck with a $900 bill. I do not feel I should have to pay this because I was given information from skidoo and a case number. I based my decision about the repairs on this. Now both Skidoo & Trackside are saying things that are not true to protect themselves. Neither has provided any customer service. Both are known for poor customer service. Track Side has told me as of Sat if I don't pay in 10 days they will take me to small claims court. I was mislead by both skidoo & Track Side and I want them to admit their mistake & cover my repairs.Desired Settlement: I want Skidoo to pay for the repairs like they told me they would.

Business

Response:

Ms. [redacted] snowmobile, bearing serial no. [redacted], was sold with a 12-mo. limited warranty. It was registered first in the name of Don & Roy's, the selling dealer. Generally, this type of registration is considered Demo status, whether it is unused or used at the time the dealer sells it to the first retail customer. Because of this, the snowmobile was given some extra warranty coverage which expired on July 5, 2013. There is no additional B.E.S.T. extended service contract on the vehicle. This means that when the snowmobile was taken to Track Side in Eagle River this past winter, the limited warranty had expired.

Our first contact regarding this matter was with a gentleman who inquired if a specific repair would be covered by a B.E.S.T. engine warranty. The correct answer to this is "Yes," if the snowmobile was covered by B.E.S.T. However, in this case, the snowmobile wasn't covered by the contract.

As a gesture of goodwill, BRP picked up the cost of the parts and most of the labor. The balance due to Track Side is $233.75, plus tax, not the $900 amount that Mr. [redacted] mentioned. To avoid any additional charges, we recommend that she clears this balance with the dealer right away.

In closing, we regret that Ms. [redacted] feels both BRP and Track Side did not provide customer service. We hope clarifying the amount that she owes will help her to realize that BRP, along with the dealership, did offer customer service by providing her with repair coverage beyond the expiration of the limited warranty.

BRP US Inc.

Business

Response:

After speaking with Ms. [redacted] this morning, we amended our offer to cover the entire cost of the snowmobile repair performed by Track Side this past winter.

This additional offer met with her satisfaction.

Consumer

Response:

[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.]

After speaking directly to Ms. [redacted] at BRP they have agreed to cover all costs of the repairs.

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

Review: Good Afternoon, On 7/15/2014 we had a new motor put into our Jet ski we had 236 hours on the ski. On 11/17/2014 we had to take the ski back to the dealer/repair shop because the ski lost power and we had just got 10 hours on unit. So our dealer/repair shop sent 25 to 30 pictures of our motor to BRP for our warranty because 1 of the pistons had failed. Our dealer/repair shop received an email 11/25/2014 stating that this was not under warranty because of water damage. Well #1 there is no water in crank case and pictures were sent, # 2 the rod is not bent so the oil system was working and pictures were sent to show this( even though the technical dept stated differently), # 3 how is 1 piston damaged and the other piston is good. I called the customer service dept and was told that technical dept said this was not going to be under warranty, I asked Bianca to let me speak to a manager and she informed me that the mangers cant make that decision so I asked for the technical dept and she informed me that they did'nt have a number. So I really need to understand how a technical dept in Canada can deny our warranty claim with the pictures that were sent showing that this motor is defective. We only had 10 hrs with this motor and 2 technicians have stated that this motor is defective. My husband and I have 2 jet ski's and we put brand new motors in both of them last year. Also we were told to go with Sea Doo motor instead of SBT motor because Sea Doo has better warranties on there product. We are just wanting our Jet Ski repaired we paid for this motor with the understanding that Sea Doo was the BEST????Desired Settlement: We want our Jet Ski's motor replaced.

Business

Response:

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.

Review: On 11/7/2012 I purchased a 2010 Can Am Outlander 800 XT-P (VIN # [redacted]) that came with an extended warranty until 3/25/2014 from Kens Service and Sales of Elma, NY. When purchased it had 701 miles on it. It now has roughly 850 miles on it. It started making a strange clicking noise, so I took it to the dealership for repairs under the given warranty. It was found to have a twisted drive shaft. They claim that the repairs are not covered by the warranty and the repairs are going to be $610. The name of the warranty program from Can Am is called the B.E.S.T. Warranty. It clearly states the items covered; one of which is the drive shaft. The only way the drive shaft on the machine could be twisted is because of a defective part. The machine is lightly used around my yard and not abused at all. I have spoken with [redacted] and [redacted] in customer service at Can Am. [redacted] in technical support is the person who made the judgement that this repair would not be covered by the warranty. I just want them to agree to honor their warranty. It seems as though there is nothing actually covered by their warranty program.Desired Settlement: I would simply ask for Can Am to honor their warranty by taking care of the parts and labor charges with my only responsibility being the $50 charge for any warranty work being performed, as is stated in the warranty paperwork.

Business

Response:

This is in response to your

letters regarding [redacted] complaint about the twisted driveshaft on his Can-Am® [redacted].

We previously spoke with [redacted] servicing dealership, Ken's Sales & Service, on this matter. For us to cover the repairs under the

consumer's B.E.S.T. Protection Plan, a defect in materials or manufacturing workmanship

had to be evident at the time the ATV was brought to the dealership; and the damage

had to comply with the terms of the Plan, which are different than the terms of

the limited warranty. In this case, the

damage to the driveshaft did not meet the criteria for warranty coverage.

We are unable to change the

previous decision. If a different

outcome could have been reached, our technical support group would have made

it.

Review: I have owned three Can-am ATV's in a six month period. the first one I owned for a total of twelve hours before it blew a bearing and was not fixed properly. (it was a 2010 500 XTP) the second ATV I owned for five months before the front struts went out after 630 miles. After they were replace they continued to make noise and I was informed that the noise was "normal". (it was a 2011 500 XT). I then traded up to a 650 which I have owned since February 2012. I have had it serviced by the dealer according to schedule and it now has 1400 miles on the odometer. I currently have it in for its scheduled oil change and they have informed me it has a drive axle that is going bad. The warranty says that they are cover, but Can Am is trying to add a stipulation to the warranty. I contacted Can Am via email on Thursday September 5th expressing my concerns. I asked them to contact me on Friday September 6 and I received not response. I then contacted someone myself via phone call on that same friday and they told me that "someone will be in contact with you".Desired Settlement: All I want is for someone who speaks English who can answer my questions and not say "I'll have some one contact you later who can answer your questions because I cannot". I have been calm about everything up until this point because I have worked in customer service but I am getting really pissed of now and I am the last person you want to [redacted] off.

Business

Response:

This is in response to your

letter of September 9, 2013 regarding [redacted] complaint about the

axle damage on his 2012 Can-Am® Outlander

XT 650 model.

Our records show that recently Luther Honda House Powersports, [redacted] authorized dealership, spoke with

a BRP technical representative about his rear drive axle concerns. We authorized the dealership to replace both

rear drive axles.

Following that authorization,

a customer service representative relayed this same information to [redacted]. Based on this, we believe this

matter was resolved between the time that he submitted his complaint to

you and this past Friday, September 13.

Should you have any further

questions on this matter, please let us know. I can be reached directly at

[redacted].

BRP

Coordinator – Legal Support – Ski-Doo, Sea-Doo & Can-Am

7575 Bombardier Court | Wausau | Wisconsin |

USA | 54401

Review: Transmission failed and company refused to cover under manufactures warranty and my extended 5 year warranty that I paid addition for.Desired Settlement: I want a full repair or full refund on the amount I paid for the vehicle along with the amount I paid for the 5 year warranty.

Business

Response:

BRP learned of the transmission damage on Mr. [redacted] 2013 Can-Am Commander in October 2013 and denied warranty coverage. The photographs submitted by Mr. [redacted] dealer showed damage that is considered not a manufacture defect and, therefore, is not covered by the limited warranty.

As background, in February 2013, through an Administrative Bulletin, BRP issued a Transmission Warranty Guideline. This information was intended to assist BRP dealers in their diagnosis of transmission damage reports. The bulletin states that changing gears while the vehicle is moving will damage transmission components. Damage due to shifting while moving will not be covered by BRP warranty.

I've attached the bulletin and photographs of the damage to this response. In photograph [redacted], we see the same type of damage as in the upper photographs on Page 5 of the bulletin. In photograph [redacted], we see the same type of damage as in the center photograph on Page 7 of the bulletin. Based on these photographs, we will not be able to change our position on this damage.

In closing, Mr. [redacted] stated in his statement to the Revdex.com he had a 5-year warranty on the Can-Am Commander. Through BRP, there was a 6-month limited warranty and an 18-month B.E.S.T. Protection Plan on the side-by-side vehicle. Added together, this does not total five years. He may have purchased an additional aftermarket warranty that continues past texpiration date of the B.E.S.T. Plan.

If you have any further questions on this matter, do not hesitate to contact us.

Consumer

Response:

Review: A Seadoo that I own blew up upon trying to start it .I contacted the company in hopes that they would offer some customer service solution and investigate and solve the problem so that no other of their customers would be injured as a result of this type of incident.I was contacted by Nancy [redacted] the BRP rep 5 hat was supposedly handling the case .After almost 4 months of run around she contacted me back finally after several attempts by myself to follow up with her.She advised me that BRP will not accept any responsibility for this incident. She told me that their photographic investigation revealed that there was a clamp missing from a vent and that is what the deem responsible for the incident. They had me take the watercraft to a dealership 40 miles away from my home. This dealership on my initial contact openly admitted they have never had any previous experience investigating something like this and reiterated this when I dropped it off to them.BRP has shown malice in regard to their customers because when asked if they intended to issue a press release in regard to this issue to allow their present and future customers will not get injured she advised no they would not.There is several documented cases of this companies products exploding with.a variety of reasons and circumstances. I experienced the force of the erosion and was burned as a result .The damage they site as their belief of why the incident occurred probably was a result of the explosion. I disappointed that I will now have to seek legal measures I am hoping that you can intercede on behalf of the consumers and pressure BRP to issue statements and recommendations to keep others safe I shutter to think what would have happened if this incident had been worse and I beleive it. Very well could have been! Thank youDesired Settlement: I asked if they would help me have the machine repaired or if maybe they would take the machine and disassemble it and have their engineer study the damage and come up with a proper suction so that no one e's get injured and God forbid killed their answer is no to any request by me a consumer.With about$ 40,000 worth of their products in my possession. They would not repair, replace, take the vehicle or offer any solution what so ever .

Business

Response:

This is in response to your recent letter regarding Mr. [redacted] wishes for BRP to offer some assistance toward his 2006 Sea-Doo® RXT model. We agree with Mr. [redacted] that the decision in his case took more time than was initially anticipated. This was partly due to time constraints on various parties involved in the investigation. We understand that this may have added some frustration to the situation. However, we disagree with his inference that BRP does not care about safety. As stated on our Web site (www.brp.com) and carried out in our daily operational activities: We (BRP) are committed to provide products that are safe and in compliance with all applicable laws and regulations established for the protection of consumers. More specifically, BRP is committed to the following actions:Integrating generally accepted product safety principles in product design, engineering, testing, manufacturing, marketing and after-sales services;Practicing state-of-the-art methodologies related to product safety evaluation;Providing clear and accurate product safety information to our customers; andUndertaking appropriate and timely investigations and corrective actions, when necessary, in response to product safety concerns.Mr. [redacted] questioned our not issuing a press release regarding his incident. When appropriate BRP communicates both safety and other information to purchasers of its products. No safety recalls were ever issued in relation to this model/year Sea-Doo watercraft. In fact, there weren’t any warranty claims submitted for the watercraft throughout the warranty period, which expired on March 7, 2008. At the time of the occurrence, the watercraft was out of BRP’s care and control for more than seven (7) years. During that time, there were pre-/post- season and regular maintenance opportunities which are recommended to be performed by an authorized Sea-Doo dealership. These types of services are not reported to BRP. Through the photographs submitted to us, we know that parts were replaced on the watercraft prior to the date of the incident. The reason for the repairs and the validity of the repairs were not monitored by BRP. In closing, our position in this matter remains as previously conveyed to Mr. [redacted]. We will be unable to offer any assistance to him. It is unfortunate that he did not have insurance to cover his loss. [redacted] BRP US Inc.

Consumer

Response:

Review: I brought my vehicle to the dealer to investigate unusual wear on the inside rim of the rear tires after only 25 hours of use. The dealer agreed the wear appears to be a design flaw, however Canam refuses to correct the damage and/or take responsibility.Desired Settlement: I would like the rims replaced and a new system installed to prohibit this damage from occuring again. At a minimum, I would like confirmation in writing that this is not a safety issue.

Business

Response:

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.

Review: I was excited and against my better judgment I should have test drove the vehicle I bought before I signed for it. My Spyder broke down less than one 9th of a mile from the dealer and then the next day after they said they fixed the problem less than 18 miles and did the same thing at my work the next day. I was one of the Very First people in Utah to have worked and managed the local Brand Ambassador staff for the Can-Am Spyder Tour in Utah. My issue is with the manufacture and not the dealer. I would like to be contacted as I have written a long letter that I would like to supply it.Desired Settlement: I would like a refund, or a new replacement 2013 Spyder ST-S SE5 Yellow with a GPS and upgrade pipe, or a new 2014 Spyder ST-S SE5 as and upgrade replacement

Business

Response:

This is in reply to your recent letter regarding Mr. [redacted] 2013 Can-Am Spyder ST-S SE5 model.

Mr. [redacted] also contacted our company through other means. BRP staff was in contact with him. Through BRP's authorized dealership, Mr. [redacted] was granted his request.

Based on this, we believe this matter has been resolved. If not, please let us know what concerns remain.

Sincerely,

BRP US Inc.

Review: I purchased a 2014 Can-Am Outlander 1000 XMR back in April of this year (2014). It comes with a 6 month manufacturers warranty. Recently there was an internal problem with the rear differential and Bombardier Recreational Products will not cover the labor cost under warranty. According to them the part did not fail due to a "manufacturers defect". The bike has 266 miles on it and all scheduled servicing has been performed at the manufacturers recommended intervals. My claim/problem is that this company sells this ATV as their premier "extreme mud racing" machine. However, when the machine fails under normal riding conditions they won't cover the repair cost under warranty because they claim the failure was due to "my riding style" not manufacturer deffect. In my opinion, if the machine cannot operate under normal riding conditions without damaging gears in the rear differential, then there is a deffect in either the machining of the parts or in the assembly/installation of the parts. The company takes no acceptance of responsibility for their product failure. If something breaks or fails to work, it's the riders fault. This is the third time I've ran into this issue with BRP. The technician at the dealership has substantiating proof of BRPs failure to warranty their parts with several other costomers as well. This company needs to be held accountable for it's actions and be forced to honor their warranty.Desired Settlement: I would like BRP to honor their warranty and cover the parts and labor cost for the damaged parts.

Business

Response:

We received your letter regarding this complaint some time ago. We apologize for the delay in our response. Mr. [redacted] is correct in stating that BRP would not cover the cost of the parts and labor to repair his rear differential under the limited warranty policy. This decision was reached after receiving input and questions from Compeau’s Inc., Mr. [redacted]’s local Can-Am dealership, and asking questions of them. Photographs of the damaged parts were also sent to us. The conclusion reached was that the damage did not occur because of a defect in materials or workmanship by BRP. We, however, offered to pay for the parts as a gesture of goodwill. Mr. [redacted] accepted that offer. After receipt of your letter, we again reviewed the facts of the case. The set of facts remains the same; therefore, we will be unable to amend our prior offer. [redacted] BRP US Inc.

Review: I brought a 2014 can am spyder a little over two months ago as I was riding my bike I came to a light and went to put my bike in gear to leave the light my bike would not go into gear I had it towed to the dealership where I purchased it and they checked the bike out to find out the gear has broke off inside the transmission they submitted pictures to the warranty company which is BRP and they basically told myself and the dealer they are not responsible for the problem which occurred my bike came with a two year warranty I proceeded to ask Pascale who is the person handle my case she said they are not covering the issue because of a miss shift which she could not explain to me or the dealership that has my bike I was advised to call the dealership to findout why the dealership told me that they find that the problem is a manufacturer defect in a part in transmission that cause other parts to be destroyed I haven't even began to enjoy my bike with only 1400 miles on it should have never failed me like this.Desired Settlement: Cover the repairs as the warranty states..

Business

Response:

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.

Review: I purchased a 2015 Can-Am Outlander L Max DPS 500 ATV from Smith Marine in Doylestown, PA on April 2, 2015. After doing months of research towards the purchase of an ATV, one of the main reasons I purchased the Can-Am is because their website advertised a 5 Year Extended Warranty as a "Key Base Feature" for this machine. After signing all the forms and handing the dealer my money, he informed me that the 5 year warranty must be purchased. I being confused, he assured me I have until the end of the month to purchase this warranty for $400. So after I got home, I went onto the BRP website and located 4 different places on their website where it states that the 5 year warranty is a base feature for this model. There is nothing written on their site that states that this needs to be purchased. Nor is there any asterisk, link, or description next to "5 Year Extended Warranty" that describes this as an additional item that requires purchase or as a separate program different from the standard features. I took screen shots of all of these locations on their website that state the 5 year warranty for proof.

I tried contacting my dealer to describe my dissatisfaction with the fact that I was not receiving the 5 year warranty as a standard base feature on my ATV. He told me I need to take it up with the company as this is their warranty. So I called the company and a case was opened to investigate. I received an email from a customer service representative and was confused about the response, so I called the number to gain clarification. I spoke to representative "[redacted]" who tried to describe the nature of their extended warranty program. I explained to him that the information for this was not listed on the website. After discussing this for a bit of time, he decided to yell at me into his phone and hang up on me. After calling him back, he then proceeded to tell me that this is a dealer issue and I need to take it up with them as all dealers are independent companies. Confused about the contradicting responses, I explained that I was not satisfied with his response, I felt the website advertisement was misleading, and that I was contacting the Revdex.com. He refused to put me in contact with or give me the name of a manager whom I could speak to about this matter.Desired Settlement: I feel as though based on the advertisement on the BRP website claiming that the model of ATV I purchased includes a 5 year extended warranty, that I am entitled to a 5 year warranty without cost.

Business

Response:

This is in response to the Complaint from Mr. [redacted] regarding BRP's Web site's sales information.

Review: I recently purchased a brand new 2014 Can Am Maverik Max Xrx DPS, and after the very first use out in the dessert I noticed that the shock absorber on the rear driver side was damaged due to the spring rubbing against the body of the shock absorber. I took the machine into my local dealership (Imperial Valley Cyclen Center) whom I purchased the machine from, and advised them of the issue. The customer service representative at Imperial Valley Cycle Center advised me that a claim was filed to Can-Am requesting to replace the damaged shock. A couple of days later the customer service representative from Imperial Valley Cycle Center called me and advised me the claim to replace the shock was denied by Can-Am, and Can-Am had advised them to only re-align the incorrectly installed spring. The local dealership followed Can-am instructions, and after the work was completed advised me to pick it up. After I picked up the machine from my local dealership I took it out to for a test drive in order to verify the work was performed correctly. Once I got home from the test drive I began cleaning the machine, and as I was cleaning the rear driver damaged shock my hand slipped and I cut my left thumb on a sharp edge remaining on the body of the damaged shock generated by the incorrectly installed spring. On Monday 12/16/2013 @ 0740 hrs (PST) I contacted Can-am customer service at [redacted] and advised them of the sharp edges remaining on the body of the damaged shock, and also advised Can-am I had cut my left thumb while cleaning the unit as a consequence of the sharp edges. I requested for the shock to be replaced due to the safety hazard the sharp edges represent to the damaged shock. The Can-am customer service representative advised me they would not replace the shock because it was not a functionality issue, and also mentioned she was not trained to handle technical matters, and advised me to contact my local dealership as they have a direct line to technical support in order to have the issue resolved. On 12/16/2013 @ 1730 (PST) I took my vehicle back to my local dealership and advised them of the safety hazard the damaged shock represented. The service representative at my local dealership submited another claim to Can-Am requesting the replacement of the damaged shock due to the safety hazard the sharp edges reperesent, and Can-am again denied the replacement of the shock saying it is not a functionality issue. I believe this is very unprofessional as the damage was caused due to incorrect factory assembly, and not by me. I believe it is very unfair that because of the negligence to install the spring on the shock correctly I should have to live with a damaged shock that not only looks bad, but also presents a safety hazard to me and my family as we are going to be the ones with our hands around it for maintenance purposes. I paid almost $23,000 for this machine, and just as they expected full payment for their product, I expect an undamaged machine also!!!!!!!!!!!!!!!!!!Desired Settlement: I would like for Can-am to replace the damaged shock, with a identical & UNDAMAGED brand new shock.

Consumer

Response:

[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.]

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 accept.

Thank you,

Review: On June 12th my 2014 Sea-Doo Spark was brought into my dealer after it had stopped working on the water. I had only had it for 12 days, on the water for 3, and a total of 7 hours. As it turns out, I needed a new engine. It was a major manufacturer problem, not mine and under warranty. So, my dealer contacted BRP about their recommendation on repairing or replacing the engine, as is protocol. My dealer waited a week before they even heard back from BRP. They said replaced. Then the engine was on back order and no answers as to when I may receive it. On June 27th after not having any answers, and my Sea-Doo being out of the water for 2 weeks. I filed a complaint with BRP. It was escalated, and all I was told at first was to stay in contact with my dealer. I had been doing this on a regular basis, but BRP wasn't giving my dealer any answers either. On July 2nd after trying to get answers, they escalated my case again and contacted me this time by phone. Now, after 3 weeks they actually secured an engine. An engine should have been secured immediately. I was told on Thursday, July 2nd that BRP in Canada would have my engine at the beginning of the following week, which is this week, and then it would be shipped to my dealer and they should have it within 4 days. Making it the end of this week. So yesterday, to confirm, I first tried contacting someone from BRP, which is a nightmare in itself, and was not able to get in touch with anybody who was able to give me answers. So I called my dealer, to see if they heard any news. My dealer was told they should have it by the end of this week. I was happy as a clam, I want to ride. Then I get a return call, which was sent to voicemail, from BRP. The message says that they haven't received it yet and my dealer won't have it until the end of next week. In the message, it says "as I told you last week" but my dealer and I were told they should have it this week. I'm done getting the run around about whats happening.Desired Settlement: I purchased a brand new machine so I would not have to deal with any of this, and here I am, probably sitting at half my riding season without my Sea-Doo. I want my money back. I want to be done with this machine. I spent way to much money to have this happen on something that is BRAND NEW.

I don't even want the Spark anymore, half my season is gone with a lot of money lost and no answers from the manufacturer.

Business

Response:

Ms. [redacted] is correct in that there was a back order on the engine to repair her watercraft. This is unfortunate during the short boating season that we have in the Upper Midwest. There were no alternative sources for the engine; otherwise, they would have been explored. The watercraft has been repaired, and it was picked up on Tuesday.

Ms. [redacted] also has a file open with our customer service department. Although we will be unable to give Ms. [redacted] her money back, we are looking into offering compensation for the downtime. The customer service representative handling that file is presently on holiday. When she returns, I will be away from the office.

I will update the Revdex.com as to the details of the compensation offer when I return the week of August 11.

BRP US Inc.

Consumer

Response:

Review: Purchased a 2012 Can Am Outlander 1000XT ATV from Action Motorsports in December of 2012, brand new. Took in to Action for 10 hour initial service (3/29/13 at a cost of $454) and explained that the ATV would not reach speeds over 45 mph, even with performance key, which should allow ATV to reach speeds over 70 mph. Action re-programmed the performance key, and ATV then reached higher speeds. Minimal use until Memorial Day weekend 2013, when I rode about 450 miles on ATV trails in Jackson County, WI. Was able to get ATV up to optimal speed it should go-60-70 mph. After that trip, the break pads already needed to be replaced-not covered by warranty (BRP or the extended warranty I purchased), so I had to replace the break pads at my own expense ($100). Drove ATV minimally over the summer. Took ATV on trip over Labor Day weekend, rode about 100 miles day one and then the next day while out riding, ATV started to have issues that caused transmission to grind and ATV to come to sudden stops. I was unable to ride for the rest of the weekend. Another service trip back to Action Motorsports (9/3/13) to learn that the transmission on the ATV needed to be replaced after a week of the Action service team trying to figure out what was going wrong with the ATV. (Transmission replacement also not covered by BRP warranty, total expense was $3,289, but luckily I had purchased the extended warranty so it only cost me $25, but the concern is why did the transmission go out after only 500 miles, BRP was unable to provide any reason as to why this happened.) Action Motorsports did not understand why the transmission went out, only that it needed to be replaced. At this point, ATV only had 546 total miles and was not even a year old. I have not abused this ATV. I ride with my wife who has already broken bones riding her ATV so we are extremely cautious and safe. In December 2013 encountered a shifting problem with ATV, it would not shift out of gear while motor was running. Took it back to Action Motorsports (12/30/13) for a cost of $142. When we got the ATV home after repairs, discovered performance key was not working yet again. Took ATV back to Action Motorsports on 4/3/2014 for 100 hour service and to get the performance key issue fixed. Another $625 spent and when I got the ATV home, the performance key programming issue was still not resolved. Action came to my house to pick up the ATV, took it back to their shop and programmed two new keys for my ATV, one regular key, and one performance as comes with the ATV. The new keys that Action programmed also would not work with the ATV. My ATV has now been in the shop with Action since 4/17 and Action has been talking with BRP USA to try and get some resolution as to why my ATV is not performing correctly. In all I have spent over $1300 in repair and service on this ATV which I paid $12,000 to purchase and have now only had for 16 months and continue to have problems with. My last ATV was a Honda, I rode it for 7 years, 5,000 miles and had almost no issues with it. I am very disappointed with the Can Am since it has been in the shop for more hours than I have rode it (Currently 822). I called BRP Corporate on 4/28 and got a supervisor reference number 285883 and did not get any time commitment as to when I would hear back from anyone at BRP. My wife called back on 4/29 and was told that the reference number had not yet even been assigned to a supervisor. She stated that I wanted resolution on my ATV by May 16, since I again have an ATV trip planned for Memorial Day and would like to have my ATV to ride. I am concerned at the lack of timely response from BRP USA regarding this, considering that Can Am is considered to be the "BMW" of ATVs.Desired Settlement: Ideally, I would like to have my ATV replaced with an equivalent/brand new ATV since to this point, my current ATV has only had problems. I have not had the true opportunity to experience my Can Am as I was meant to experience it due to all the issues with it. If BRP USA is not willing to provide me with an equivalent, then I would like for them to repair/replace all parts necessary to fully resolve my issues no later than May 19.

Business

Response:

This is in response to your recent letter regarding Mr. [redacted] concerns with his 2012 Can-Am Outlander, specifically the transmission and a top speed issue.

As you read in the complaint, the transmission was fixed some time ago. In speaking with the customer's dealer, Action Power Sports Inc., they could not tell me anything specific about what may have caused it to break. Because our Can-Am ATV products are very reliable, this was not a common occurrence. If this was a current situation, we could have asked for the parts to come back to us for inspection. That may have helped us to determine the type of failure. This is no longer possible.

The customer and the dealer have been working with both our customer service and technical support staff on the top speed concern. After a thorough diagnosis, they found the part that was causing the problem and repaired it.

Although the ATV is no longer in warranty, BRP covered the cost of the repair. Mr. Lichtenberg has his ATV back in time for his Memorial Day weekend trip.

If you have any further questions on this matter, do not hesitate to contact us.

BRP US Inc.

Telephone: [redacted]

Review: I purchased a 2012 Can Am Spyder LTD on March 3, 2012 for $27,399. In July 2012 I began having performance issues with it and took it back to dealership several times since where the service department performed various repairs to include: spark plug replacement several times, several ECU flashes, purge valve replacement (2x's), Evaporator canister replacement, and Throttle Body replacement. Each time the unit was given a clean bill of health only to be disappointment a few days later. It is currently at another dealership with the same issues and currently not operable. Dealership is unable to identify the source of problem. This unit has been towed twice. The current dealership has had the Unit since August 13th, 2013. I have been in contact with a BRP agent in Canada several times by email and telephone. To date there is no resolve. BRP has offered me $2000 for my use towards the purchase of a newer unit (their recommendation) or accessories. I declined stating "what dealership would give me a fair price for a bike that doesn't run?". Said I would consider trading even up for another 2012 but they would not consider that. Said $2000 was final offer. I do have a detailed log of events and dates of service as well as correspondence with Dealership(s) and BRP personnel. I have contacted the Attorney for the St. of Nebraska who indicated the Unit does qualify under the Lemon Law.Desired Settlement: Per Attorney, I should be entitled to a percentage of the value based on when problems first started (approximately 80-85% or purchase price, reimbursement for Sales tax and Personal Property taxes.

Business

Response:

This is in response to [redacted] request for BRP to either refund his purchase price or refund a portion of the purchase price due to the concerns he's had with his 2012 Can-Am Spyder Ltd model.

Presently, both our consumer and dealer services groups are working with [redacted] and his servicing dealer in an effort to resolve this matter. We will have more information for you in in the comings weeks.

Coordinator - Legal Support

BRP US Inc.

7575 Bombardier Court

Wausau, WI 54401

Review: I bought a Can Am Outlander xmr800 and purchased the $995 extended warranty, I have had 2 small cost issues with the bike and BRP refused both of them. When I purchased the Outlander thru a dealer they told me that when something breaks you go and pay $50 and you get your bike fixed. This warranty was for 3 years. Well after I tried using it for a $51.00 and a $279 and both were rejected. I then decided to cancel the warranty and get a prorated refund. that is when I called the dealer and they told me to contact BRP because there are only 3 reasons listed you can cancel, (bike stolen, repossed, total loss) I told the dealer that [redacted] that isnt what you told me when you sold me the warranty. I was not presented any paperwork. [redacted] after that told me to call BRP and complain and he has seen repairs get fixed. but doing this is very difficult, you can not speak to a person, you have to tell a reqresentitive and then you get a responce from Bradly [redacted] stating that you can not cancel the warranty. if you read others complaints you will not buy a warranty from them. after fighting with him for days Mr. [redacted] offered to pay for the part which was $120 and I pay the labor which was $147 and listed it under the good faith thing that alot of others have been promised. I told him I wasnt happy with this. I was wrongfullly sold a warranty and he then sends me a nice email stating that if I am not happy with his decision he would respectively withdraw their offer. I told him to please not withdraw. THEY are pros at fighting you on the rapair and making you have a misrable day. AT THIS TIME THE ONLY RESOLUTION TO ME IS NOT HOLDING THE $120 OVER MY HEAD. is please cancel my warranty and send me the prorated about to my address asap. I will never buy another BRP and if I do I would never buy an extended warranty. POOR CUSTOMER SURFACEDesired Settlement: PLEASE CANCEL THE WRONGULLY SOLD WARRANTY THAT I ASK AND REFUND MY PRORATED MONEY

Business

Response:

Mr. [redacted] purchased a Can-Am Outlander x mr in March 2015. The BRP limited warranty expired in September 2015. He purchased a B.E.S.T. Extended Service Contract which was in force at the time of the repairs he mentioned in his letter.The items that qualify for repair coverage under the contract are not as comprehensive as those covered under the limited warranty. Items not found defective and wear and tear items are not covered under either the warranty or the contract. It is my understanding that the items Mr. [redacted] mentioned were a tail light and a shock. Since neither item was covered under the contact, he was responsible for the cost. We did, as a goodwill gesture, offer to pay for the shock, but not the labor. Lastly, Mr. [redacted] asked to have the B.E.S.T. contract canceled. We have done this. We have sent a prorated credit to his dealership. They either have or will reimburse him accordingly. If you have any further questions on this matter, do not hesitate to contact us. [redacted] BRP US Inc.

Consumer

Response: