Smart Choice Metal Builders

Thank you for notifying me of Mr*** complaint, Revdex.com complaint number ***.As stated in my previous responses dated October 18, 20, 25, and 30, Mr*** will need to continue to work with an authorized dealership to address his concernsAny questions regarding diagnosis and repair should be directed to the independently owned and operated authorized dealership that performed the work in question.Our position remains unchanged. *** ***
After Sales Support

This will acknowledge your letter dated June 20, regarding the above claimOur technician is working directly with the dealer to resolve the issueI will keep you posted on the resolution of this matterThank you. *** ***
BRP US Inc

Thank you for notifying me of Mr***’ complaint, Revdex.com complaint number ***.I have investigated this concern and learned that Mr***’ engine serial number *** (model E300XUAG) is currently at Dusky Sports Center, an authorized Evinrude dealershipBRP Technical Service and Dusky
Sports Center have collaborated to repair the engine under the terms of the limited Standard Warranty. I contacted Mr*** and informed him of the repair. As a gesture of customer satisfaction we are extending Mr***’ BEST (BRP Extended Service Terms) for daysIf Mr*** has any further concerns he is welcome to contact me at 1-844-345-option 3. Thank you for allowing me to further explain our position in this matter. *** ***
After Sales Support Marine Propulsion Systems (MPS)

This is in response to Case No*** regarding our customer *** *** and her CRenegadeMs*** accident occurred in April, She trailered the unit to her selling dealer on April 23, The dealer inspected the unit and the bolt was missing; but found the bolt and nut
laying on the chassisSince this was a rollover incident, it is hard to believe the bolt and nut were still contained in the unitMsHerr then brought the ATV to another dealerThere was no evidence proving the bolt came out and the steering was working at that timeMore photos and video were submitted for BRP’s technician to evaluate and the resolution remains the sameThis incident that occurred in April, is not covered under warranty as it is not a manufacturing defectMsHerr can proceed with her insurance companyI am closing my fileThank you.*** ***BRP Coordinator-Legal Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I would invite BRP to review the entire work order number dated 8/15/(as provide in our attachments dated 10/26/17); as it likewise states the performance issues with the “ECM still not logging. Fuel injOpen circuit faults” documented by the authorized Evinrude dealer. In addition, the invoice includes the following notation: Note: We also have time speaking to Techline etc. This statement further demonstrates the difficulty the dealer was having identify the ongoing performance problem; in addition to the dealer reaching out to BRP who ultimately provided the deciding factor on how the dealer was to proceed. The dealer has also shared through correspondence, that “The time we have in troubleshooting and repairing your engine far exceeds the hours claimed to BRP” (flat rate guidelines established by BRP). In addition, before the boat was released on this invoice, we were required to sign responsibility for any outstanding charges BRP claims process didn’t cover. The work order does state the engine “Ran perfect” however; this is based on a ramp test (while the boat is still on the trailer). This in no way replicates operating conditions. The high speed hesitation we continue to endure occurs at the top end of near full throttle operation. We reached out to our local authorized dealer on October 12, to schedule an appointment to have the motor reevaluated for this nuisance high speed hesitationWith the volume of boats getting put away for winterization, the first availably wouldn’t be until mid-NovemberWith freezing weather conditions setting in for the year, the next opportunity to be on the water would be late May, early June (essentially no way to log/test on open water conditions)Do you understand the issue we are facing here? We are still waiting for an answer to the question we presented in our last correspondence: “With the diagnosis that has been provided by the authorize Evinrude dealer (“ECM still not logging. Fuel injOpen circuit faults”), wouldn’t this essentially establish a “defect in manufacturing or production” is evident? If no, why would the Authorized dealer include such a statement? Please advise Ms*** and/or BRP representativeWe feel it is a valid question; as we continue to be burdened with continued expenses related to this ongoing performance issue. The engine has not been repaired under the B.E.S.Tcontract terms; as the motor continues to fault a high speed hesitation on the top end
Regards,
*** * *** ***

This will acknowledge receipt of your letter dated June 30, regarding the above case numberI do not have enough evidence to make a conclusion to this matterIf Mr*** could provide me with the original sales receipt indicating he purchased the updated clutch and the installation date,
that would be helpful in making a decisionThank you in advance *** ***
BRP US Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.]
Regards,
*** ***
I never received ANY services that were covered by the warrantyI paid for all services listedThe dealership notified me that they had found the cause of the problem that made the wheel fall off, and that BRP agreed to repair that part, but whenever she pointed out that this was the case that they had denied repair already, she was told that BRP denied ALL repairsMy question was that if the dealer notified me that they found the defective part that caused the wheel to fall off, and BRP agreed to replace that part, then why did they deny ALL repairs after she made them aware of the caseI would like an explanation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I
reviewed appear below
While I do acknowledge dialog and progress between myself, BRP and Duluth Lawn and Sport in regard to a satisfactory resolution of the matter, there are details that have yet to be resolved
Regards,
*** ***

When we were notified of this situation we initially replaced the bearing under the customers B.E.S.TProtection PlanThe rest of the repair was not covered because it was not a manufacturers defect. This decision was reviewed by multiple senior technical service representativesAll have
come to the same conclusionWithout additional information our decision remains the same. ***BRP US Inc

Thank you for notifying me of MrSteve *** concern, Revdex.com complaint ID number ***As stated, Mr*** is the second owner of a HP Evinrude outboard engine serial number ***, which he purchased on July 28, from a non-BRP dealer, The Boat House of Madison IncI have
investigated his concern and learned that the Standard Limited Warranty on this engine expired on May 22, Mr*** engine does have coverage through B.E.S.T(BRP Extended Service Terms) until May 22, Any authorized Evinrude dealer will continue to address any defect in production or manufacturing for the duration of his B.E.S.TcontractAny questions related to B.E.S.T coverage can be directed to the authorized Evinrude dealership of Mr*** choice, or Mr*** can contact BRP directly. I apologize for the incorrect contact number which was provided in our letter dated August 22, The correct contact number for the BRP After Sales Support line is 1-844-345-(option 3)Thank you for allowing me to address Mr*** concerns and explain our position in this matter *** ***
After Sales Support ***

[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.  Although it did take them several more days than it should have in the end it all worked out. The legal dept. of BRP granted me a warranty extension after being denied the first time by customer service. I have zero hard feelings towards BRP or it's staff, I just needed action to be taken quickly and correctly. This is my second Spyder i've owned so i've invested over $50k with BRP and deserved everything that I asked for. In the end I am satisfied with the results just not the time frame.
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.]
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.
As stated, repeatedly, the dealer is NO LONGER IN BUSINESS...WE HAVE NO WAY OF PURSUING A RESOLUTION WITH THEM!  At the VERY LEAST, we would like BRP to cover the cost of the proper clutch and installation.
Regards,
[redacted]

Any goodwill assistance from BRP will be provided from the dealership. The service manager at Ridenow Powersports has extended a goodwill offering of $500 toward this repair. Thank you.

BRP's position was explained in my response of October 12, 2017. We reiterate this position and our decision has not changed.Thank you for contacting me on this matter. [redacted]
After Sales Support[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]

Hello,The DPS that was installed in 2011 contained a 2 year warranty. The DPS does not come with a lifetime warranty. A DPS failing after 6 years is not a manufacturing defect as BRP does not have record of failed DPS's after 2011. A DPS could fail if the unit is unused for a period of time. Thank...

you.

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.

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.Again, we appreciate the offer of $2,000.  We are not looking for negotiation.  On December 31, 2017; the starter button on our 2018 Skidoo Freeride 850 Etec was pushed and the snowmobile unexpectedly accelerated.  We have repeatedly asked BRP and its dealers to lets us know how to keep this from happening on this snowmobile.  We have never experienced this on our other 2018 Skidoo 850 Etec.  Without addressing this critical issue, Louise Bernoit at BRP has simply stated BRP "will not entertain technical requests regarding this situation".  Even if we pay the repair bills, we still don't know what needs to be fixed on the snowmobile to try to keep this from happening again.We are incredibly thankful that no was hurt on December 31, 2017.  Blindly repairing the snowmobile, regardless of who pays the bill, doesn't seem like a good way to move forward.  It seems that somehow a manufacturer needs to address a 160 horsepower, 450 lb machine that accelerates without operator control to over 8,000 rpms within 2 seconds of startup.  
Regards,
[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