Polaris spoke to consumer in case # C-[redacted]. Polaris engineers has completed its review. The probable cause for the driveshaft failure is likely due to an impact event from jumping the vehicle or striking a solid object with the underbody. This event likely compromised the integrity of the...
driveshaft, causing the complete failure to occur at a later time. The side-panel and belly-pan melting is likely due to the same incident, as the exhaust resonator was likely dislodged during the impact incident, causing the surrounding panels to be melted. Polaris will not cover the cost of repairs, as it is unknown as to if the current owner or prior owner possibly induced the damage. This unit was purchased used/second hand, Polaris does not guarantee the mechanical/technical health of a used purchase. No further consideration will be made.
I am rejecting this response because: The protection plan was absolutely not purchased at a dealership/independent business. As I stated in my lengthy correspondence dated 12/3/2016 I was offered the protection plan by the sales person named Tyler at [redacted] PowerSports located at [redacted] Las Vegas Nevada 89130. But I declined his offer on the date of 2/13/2016. Hence the reason for the Declaration page of my protection plan coverage not displaying a signature from the dealer. I did asked Tyler very detailed questions about the protection plan, because it was my intention to purchase the protection plan directly from Polaris at a later date. He was made aware of my intentions and gave me information on the procedures to follow. Tyler stated that I would be receiving invitations in the mail from Polaris prior to my 6 month factory warranty expiration date of 8/15/2016. He continued to say that as long as I signed up with Polaris prior to this date of 8/15/2016 I could obtain an extended warranty plan of my choice that was offered by Polaris. The following offers from Polaris was as such: 5years@ $1000.00 4years@ $900.00 3years@ $700.00 and 2years@ $500.00. I told him that I would be interested in the 2year plan and that I would not take the protection plan on 2/13/2016, but would purchase it at a later date which I did on 7/9/2016 and 7/26/16 directly from Polaris. I clearly asked Tyler if the 2 year protection plan would immediately follow the 6 month factory warranty offered to all customers. His response was yes it would, and the only stipulation would be that I purchase it before the 6 month time frame had expired. That made complete sense to me because it would not have made sense to purchase a warranty from 2/15/16 to 8/15/16 because that was the timeframe already covered by the factory warranty. He clearly said that the 2 year extended warranty would go from 8/15/2016 to 8/15/2018. He continued to say that if I decided to do any of the service myself on the vehicle that I would need to maintain/keep receipts of everything purchased in relation to the maintenance of my ATV, so to remain compliant with the Polaris Protection Plan. I currently have all my receipts and have approximately 17 hours only on my ATV. My ATV is currently in storage and will remain there until the summer. I plan to do the 1st service apt requirement myself at 25hours. I have the necessary receipts to show that I have purchased the items required for this 1st service appointment. On 11/10/2016 after receiving my Declaration Page from Polaris I contacted Polaris directly, because this was who I had been working with already to obtain the coverage prior to 11/10/2016. I explained the situation to Kristen and Greg at phone number 203-347-3048 and I was told by Kristen (supervisor) that they had reached out to Polaris corporate about the matter, and that someone from Polaris corporate would be giving me a call to discuss the particulars. This was back on 12/2/2016. As of today’s date I have not heard from anyone from Polaris at all. Prior to speaking to Kristen and Greg about this matter I was in contact with Kristen on 6/7/2016 on how and where to send payments to be processed for the protection plan. I also spoke to Michelle/payment processor at Polaris on 7/26/2016 about where to send payments due to your payment mailing address change. It is very hard being a consumer in this modern day. But If I cleary ask questions and receive answers to those question from people who say they are qualified to answer, why should I have to double check behind that person to re-verify what I was told by Tyler. Yes Tyler did initially attempt to sale the protection plan, but it was not purchased from him. I responded to Polaris invitations sent to me via us postal service to gain the protection plan directly from Polaris. I felt very comfortable proceeding with the purchase based on what Tyler told me on 2/13/2016, because I had no reason to doubt him, because up until the point of receiving my Declaration page everything he said was true. After speaking to Kristen at Polaris about my concern she advised me that the 2 year warranty was reflective of the date of 2/15/2016-2/15/2018, and not factory warranty of 2/15/2016-8/15/2016 and then extended warranty from 8/15/2016-8/15/2018. Which to me is a little misleading on the part of Polaris because technically my $500.00 is paying for 1 year and a half of coverage as oppose to a complete 2 years of coverage as indicated on the invitation enrollment form coupons. My current coverage from Polaris is from 2/15/16-2/15/2018, inclusive of the 6 month factory warranty given to all customers. Kristen explained to me that if I was to receive the full 2 years that I would have to pay more for the 2 year coverage. This practice is somewhat misleading and should be addressed at a corporate level, or maybe you are already aware that it is somewhat misleading and simply choose not to address it. Polaris as a company cannot think that good business is to simply blame the contractor selling your goods to be at fault. You should take ownership of this issue especially since I did purchase it directly from Polaris based on information obtained by one of your contractor. Had I actually purchased it from Tyler I would have definitely gone to his company directly to fix the problem, but he simply offered it on 2/13/2016. Polaris took my money, and your company corresponded with me regularly on what I needed to do so to obtain services. Once again I never thought to ask Polaris directly the same questions that I had asked of Tyler on 2/3/2016, nor did I feel like I had too. The problem that I have now is with Polaris directly because a Polaris representative promised me something and it has not transpired. Polaris representatives, after hearing my concern decided to review the situation, and told me that I would hear something back from Polaris. To date I have not heard anything back from Polaris in regards to this matter.
Consumer has been contacted by Polaris in reference to case# [redacted]. Consumers case owner is still in contact to try to help resolve these concerns. The consumer has been advised he needs to bring his machine to an authorized Polaris dealership to have this concern duplicated so a Polaris tech...
can advise. At this time the consumer needs to work with case owner on these concerns.
Initial Business Response /* (1000, 11, 2015/08/25) */
We are currently working with the consumer and consumer's dealership to find a resolution for all parties involved.
Initial Consumer Rebuttal /* (3000, 13, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the...
business.)
I have received one phone call from Polaris requesting information. The man said he was looking into the matter, that was August 3, 2015. I have heard nothing from Polaris or the dealership since then. I emailed the dealership asking if they had any further information on the problem on 8/24/15 and have not received a response from them either. I do not feel this response is satisfactory or that I am inclined to dismiss my complaint with your bureau on the basis of their response.
Final Consumer Response /* (3000, 21, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no information here but I spoke with them on the telephone today. They have refused to cover any damages and have said that we subjected the machine to extreme conditions. When asked what those were they replied that we were towing a 2000# sprinkler with it. That is what the machine is rated for and what we specifically inquired about when purchasing this machine. Now they are saying that it is rated for that but it requires "special maintenance" to do this. No special maintenance was ever suggested previously and when the machine was taken to the dealer in September of 2014 and March of 2015 nothing was said at that time. They were requested to check the transmission closely because I felt it was still not right and they said everything was fine. 3 months later the entire transmission is shot and all the bearings and cv joints. Polaris has refused to make right what is obviously a lemon or at least a product that is not what it is advertised as.
Final Business Response /* (1000, 19, 2015/09/17) */
Polaris(c) will not be able to provide assistance in the cost of consumer's unit. Based on the information & photos provided of failed components, the damages in question are not a result of manufacturer workmanship or manufacturer defect in materials, not warrantable. The damages are caused by frequent heavy and severe use, lack of preventative maintenance, lack of frequent inspections to prevent break-down, components or pushed beyond wear until failed, they are not suddenly failed items, wheel bearings were beyond worn and used until collapsed/failed as an example. Tie rod ends were stressed beyond their designed limits bent/damaged by excessive force, not a defect. All other items are similar cases.
This vehicle operation & application certainly applies to Severe Use, frequent water immersion, prolonged heavy load applications, among combinations of maximum load application / wet and rough terrain as expected in fields, and no indication of frequent services. Parts were pushed past wear until failure & break-down.
The failures in question are nut subject of manufacturer defects but wear by severe use & application.
Polaris has informed and spoke James [redacted] numerous times that no warranty coverage will be offered on this case. Polaris Technicians diagnosed and determined that the bar/shaft failed as intended to protect the driveline components and did not fail as a defect, it does not qualify for warranty...
Polaris has spoken to consumer in case # C-[redacted]. Polaris has provided goodwill parts coverage only as a one time goodwill gesture. This failure was caused by improper maintenance. No further consideration will be made.
Polaris answer is final on case # C-[redacted] the belt is a wear and tear item and is not covered under warranty. There will be no coverage offered to the consumer.
Initial Business Response /* (1000, 5, 2015/07/21) */
Added On: 7/13/2015 9:15 AM
Tried contacting EU. Left message that we apologize for the delay in this part. We understand the inconvience this causes and our buyers are working with the supplier to work thru these b/o's. I that the dlr,...
Legdewood Powersports ordered the part the end of June and to continue to stay in contact with the dlr regarding delivery. Thanked the EU for her patience. If EU has further questions to please feel free to contact me back, left contact info and case number. Thanked EU.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is unacceptable to not have parts available for repair. I am without a work vehicle and Polaris says sorry? Not to have parts in stock for repair is Bad Business. They have defaulted on their commitment to the customer. I happen to rely on my Polaris machine for a living and to be without this machine has costs me money and time that I cannot get back. Polaris is responsible for selling defected equipment that cannot be repaired in a timely manner.
Our #1 goal is getting dealers enough parts to address customers who need vehicles repaired. Our allocation process and recommended order process will help manage through this. We have service kits shipping to dealers starting the week of April 19 and expect a steady flow of...
service kits in the coming weeks. Over the next few weeks, we anticipate parts availability to cover the initial recommended order quantities for dealers. All of us at Polaris understand the challenge and inconvenience this creates.
Polaris spoke to consumer in case # C-[redacted]. Polaris engineers has completed its review. The probable cause for the driveshaft failure is likely due to an impact event from jumping the vehicle or striking a solid object with the underbody. This event likely compromised the integrity of the...
driveshaft, causing the complete failure to occur at a later time. The side-panel and belly-pan melting is likely due to the same incident, as the exhaust resonator was likely dislodged during the impact incident, causing the surrounding panels to be melted. Polaris will not cover the cost of repairs, as it is unknown as to if the current owner or prior owner possibly induced the damage. This unit was purchased used/second hand, Polaris does not guarantee the mechanical/technical health of a used purchase. No further consideration will be made.
I am rejecting this response because: The protection plan was absolutely not purchased at a dealership/independent business. As I stated in my lengthy correspondence dated 12/3/2016 I was offered the protection plan by the sales person named Tyler at [redacted] PowerSports located at [redacted] Las Vegas Nevada 89130. But I declined his offer on the date of 2/13/2016. Hence the reason for the Declaration page of my protection plan coverage not displaying a signature from the dealer. I did asked Tyler very detailed questions about the protection plan, because it was my intention to purchase the protection plan directly from Polaris at a later date. He was made aware of my intentions and gave me information on the procedures to follow. Tyler stated that I would be receiving invitations in the mail from Polaris prior to my 6 month factory warranty expiration date of 8/15/2016. He continued to say that as long as I signed up with Polaris prior to this date of 8/15/2016 I could obtain an extended warranty plan of my choice that was offered by Polaris. The following offers from Polaris was as such: 5years@ $1000.00 4years@ $900.00 3years@ $700.00 and 2years@ $500.00. I told him that I would be interested in the 2year plan and that I would not take the protection plan on 2/13/2016, but would purchase it at a later date which I did on 7/9/2016 and 7/26/16 directly from Polaris. I clearly asked Tyler if the 2 year protection plan would immediately follow the 6 month factory warranty offered to all customers. His response was yes it would, and the only stipulation would be that I purchase it before the 6 month time frame had expired. That made complete sense to me because it would not have made sense to purchase a warranty from 2/15/16 to 8/15/16 because that was the timeframe already covered by the factory warranty. He clearly said that the 2 year extended warranty would go from 8/15/2016 to 8/15/2018. He continued to say that if I decided to do any of the service myself on the vehicle that I would need to maintain/keep receipts of everything purchased in relation to the maintenance of my ATV, so to remain compliant with the Polaris Protection Plan. I currently have all my receipts and have approximately 17 hours only on my ATV. My ATV is currently in storage and will remain there until the summer. I plan to do the 1st service apt requirement myself at 25hours. I have the necessary receipts to show that I have purchased the items required for this 1st service appointment. On 11/10/2016 after receiving my Declaration Page from Polaris I contacted Polaris directly, because this was who I had been working with already to obtain the coverage prior to 11/10/2016. I explained the situation to Kristen and Greg at phone number 203-347-3048 and I was told by Kristen (supervisor) that they had reached out to Polaris corporate about the matter, and that someone from Polaris corporate would be giving me a call to discuss the particulars. This was back on 12/2/2016. As of today’s date I have not heard from anyone from Polaris at all. Prior to speaking to Kristen and Greg about this matter I was in contact with Kristen on 6/7/2016 on how and where to send payments to be processed for the protection plan. I also spoke to Michelle/payment processor at Polaris on 7/26/2016 about where to send payments due to your payment mailing address change. It is very hard being a consumer in this modern day. But If I cleary ask questions and receive answers to those question from people who say they are qualified to answer, why should I have to double check behind that person to re-verify what I was told by Tyler. Yes Tyler did initially attempt to sale the protection plan, but it was not purchased from him. I responded to Polaris invitations sent to me via us postal service to gain the protection plan directly from Polaris. I felt very comfortable proceeding with the purchase based on what Tyler told me on 2/13/2016, because I had no reason to doubt him, because up until the point of receiving my Declaration page everything he said was true. After speaking to Kristen at Polaris about my concern she advised me that the 2 year warranty was reflective of the date of 2/15/2016-2/15/2018, and not factory warranty of 2/15/2016-8/15/2016 and then extended warranty from 8/15/2016-8/15/2018. Which to me is a little misleading on the part of Polaris because technically my $500.00 is paying for 1 year and a half of coverage as oppose to a complete 2 years of coverage as indicated on the invitation enrollment form coupons. My current coverage from Polaris is from 2/15/16-2/15/2018, inclusive of the 6 month factory warranty given to all customers. Kristen explained to me that if I was to receive the full 2 years that I would have to pay more for the 2 year coverage. This practice is somewhat misleading and should be addressed at a corporate level, or maybe you are already aware that it is somewhat misleading and simply choose not to address it. Polaris as a company cannot think that good business is to simply blame the contractor selling your goods to be at fault. You should take ownership of this issue especially since I did purchase it directly from Polaris based on information obtained by one of your contractor. Had I actually purchased it from Tyler I would have definitely gone to his company directly to fix the problem, but he simply offered it on 2/13/2016. Polaris took my money, and your company corresponded with me regularly on what I needed to do so to obtain services. Once again I never thought to ask Polaris directly the same questions that I had asked of Tyler on 2/3/2016, nor did I feel like I had too. The problem that I have now is with Polaris directly because a Polaris representative promised me something and it has not transpired. Polaris representatives, after hearing my concern decided to review the situation, and told me that I would hear something back from Polaris. To date I have not heard anything back from Polaris in regards to this matter.
Consumer has been contacted by Polaris in reference to case# [redacted]. Consumers case owner is still in contact to try to help resolve these concerns. The consumer has been advised he needs to bring his machine to an authorized Polaris dealership to have this concern duplicated so a Polaris tech...
can advise. At this time the consumer needs to work with case owner on these concerns.
Initial Business Response /* (1000, 11, 2015/08/25) */
We are currently working with the consumer and consumer's dealership to find a resolution for all parties involved.
Initial Consumer Rebuttal /* (3000, 13, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the...
business.)
I have received one phone call from Polaris requesting information. The man said he was looking into the matter, that was August 3, 2015. I have heard nothing from Polaris or the dealership since then. I emailed the dealership asking if they had any further information on the problem on 8/24/15 and have not received a response from them either. I do not feel this response is satisfactory or that I am inclined to dismiss my complaint with your bureau on the basis of their response.
Final Consumer Response /* (3000, 21, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no information here but I spoke with them on the telephone today. They have refused to cover any damages and have said that we subjected the machine to extreme conditions. When asked what those were they replied that we were towing a 2000# sprinkler with it. That is what the machine is rated for and what we specifically inquired about when purchasing this machine. Now they are saying that it is rated for that but it requires "special maintenance" to do this. No special maintenance was ever suggested previously and when the machine was taken to the dealer in September of 2014 and March of 2015 nothing was said at that time. They were requested to check the transmission closely because I felt it was still not right and they said everything was fine. 3 months later the entire transmission is shot and all the bearings and cv joints. Polaris has refused to make right what is obviously a lemon or at least a product that is not what it is advertised as.
Final Business Response /* (1000, 19, 2015/09/17) */
Polaris(c) will not be able to provide assistance in the cost of consumer's unit. Based on the information & photos provided of failed components, the damages in question are not a result of manufacturer workmanship or manufacturer defect in materials, not warrantable. The damages are caused by frequent heavy and severe use, lack of preventative maintenance, lack of frequent inspections to prevent break-down, components or pushed beyond wear until failed, they are not suddenly failed items, wheel bearings were beyond worn and used until collapsed/failed as an example. Tie rod ends were stressed beyond their designed limits bent/damaged by excessive force, not a defect. All other items are similar cases.
This vehicle operation & application certainly applies to Severe Use, frequent water immersion, prolonged heavy load applications, among combinations of maximum load application / wet and rough terrain as expected in fields, and no indication of frequent services. Parts were pushed past wear until failure & break-down.
The failures in question are nut subject of manufacturer defects but wear by severe use & application.
Polaris has informed and spoke James [redacted] numerous times that no warranty coverage will be offered on this case. Polaris Technicians diagnosed and determined that the bar/shaft failed as intended to protect the driveline components and did not fail as a defect, it does not qualify for warranty...
coverage.
Polaris has spoken to consumer in case # C-[redacted]. Polaris has provided goodwill parts coverage only as a one time goodwill gesture. This failure was caused by improper maintenance. No further consideration will be made.
Polaris answer is final on case # C-[redacted] the belt is a wear and tear item and is not covered under warranty. There will be no coverage offered to the consumer.
Initial Business Response /* (1000, 5, 2015/07/21) */
Added On: 7/13/2015 9:15 AM
Tried contacting EU. Left message that we apologize for the delay in this part. We understand the inconvience this causes and our buyers are working with the supplier to work thru these b/o's. I that the dlr,...
Legdewood Powersports ordered the part the end of June and to continue to stay in contact with the dlr regarding delivery. Thanked the EU for her patience. If EU has further questions to please feel free to contact me back, left contact info and case number. Thanked EU.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is unacceptable to not have parts available for repair. I am without a work vehicle and Polaris says sorry? Not to have parts in stock for repair is Bad Business. They have defaulted on their commitment to the customer. I happen to rely on my Polaris machine for a living and to be without this machine has costs me money and time that I cannot get back. Polaris is responsible for selling defected equipment that cannot be repaired in a timely manner.
Our #1 goal is getting dealers enough parts to address customers who need vehicles repaired. Our allocation process and recommended order process will help manage through this. We have service kits shipping to dealers starting the week of April 19 and expect a steady flow of...
service kits in the coming weeks. Over the next few weeks, we anticipate parts availability to cover the initial recommended order quantities for dealers. All of us at Polaris understand the challenge and inconvenience this creates.