ComplaintsforArctic Cat Sales Inc

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been an Arctic Cat Dealer since 1982. On Monday, October 28, 2024 I was locked out of my dealer portal, with no written or verbal communication from manufacturer Arctic Cat. I have repeatedly sent emails and made phone calls to my dealer representative, with no response. I have customers vehicles in my shop waiting parts that I am unable to order. I ordered back in March 2024, four new snowmobile vehicles for customers that were to ship to me in November. I now have 4 customers that paid a deposit and the vehicles are now not being sent to my dealership.

  Business response

  11/04/2024

  2024 was a contract renewal year, dealer chose not to sign and renew their dealer agreement with Arctic Cat. The deadline to sign was 90 days from time of docusign being sent. Dealer account remained open for 6 months past the contract renewal deadline.

  Customer response

  11/04/2024

   I am rejecting this response because: There is an Arctic Cat dealer located 10 miles from my business that also did not sign the 2024 dealer agreement. ********* ** received a phone call from corporate approximately 2 weeks ago, notifying them if they did not sign the 2024 dealer agreement that their account would be terminated.  We did not receive this same courtesy or opportunity to sign prior to being terminated. 
  
  
  

  Business response

  11/06/2024

  Unfortunately you are misinformed by this other dealer, they did renew their Arctic Cat contract dated back on 3/21/2024. Your *** reached out to you in March, as they did with that dealer to remind you to sign the renewal agreement. Your Arctic Cat account has been reinstated like you asked, to allow you time to deliver your pre-sold machines to customers.

  Customer response

  11/06/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 21 of 2021 ,We purchased an Arctic Cat Blast **** Lt from ************************ **** In ********************* Who is the dealer for Arctic Cat. In December of 2021, On starting the sled (with less than **** miles on it, ) the key was turned on and there was a pop, and the sled exploded in flames from under the hood. It was put out with snow, but there was damage to the wiring, body panels etc. We had not done anything to warrant this fire. We did not modify this sled or even work on it. I emailed the dealer and his response ****** will have to go through insurance. We do not carry insurance for a mechanical failure. We believe this should be a warranty issue. The sled was taken to a dealer in *******************, **** Who took it apart and never put in a warranty claim. The sled was picked up by the Fast Trax Mountainsports people in boxes and is now there. They also didnt put in a warranty claim or even let us know what caused this fire. If this fire would have happened to anyone else, they may have gotten hurt or worse. This was a brand new model and maybe there was a design flaw to cause this fire. Nobody wants to be accountable. I have emailed the dealer and Arctic Cat many times and am getting the run around. Maybe you can sort this out for me. Thanks in advance . *********************

  Business response

  10/30/2023

  *** & *********************

  We have reviewed your request for warranty assistance regarding your 2021 Blast **** LT. **** reviewing the information on file from the dealer. The dealer was advised at the time of the reported incident to have the customer contact their insurance company. This is standard procedure during a reported thermal event. You purchased the machine January 8th, 2021 drove the machine for the 2021 snow season, stored the machine for the 2021 off season, and rode the machine again the beginning of 2021 - 2022 snow season with no issues reported prior to December 13th, 2021. The dealer reported the incident to Arctic Cat, the incident was reported to our legal department along with a incident report the dealer filed on your behalf. At the time of the incident the dealer reported the machine had approximately **** miles logged prior to the incident. Arctic Cat requested pictures of the machine for the file as well as a inspection. No pictures were sent to fill the request, with no pictures, no contact from a insurance company, the standard procedure is to close the case. We are now 1 year and 10 months past the reported incident with no other contact. Currently there will be no assistance offered for product warranty. Thank you.

  Customer response

  10/30/2023

   I am rejecting this response because:
  First of all, the sled was taken to one of your dealers to inspect. The sled is also at Fast Trax Mountainsports in Ft. St. **** right now in boxes. If it was inspected, why have we got no record? Also, I have corresponded with the dealer on many occasions, sometimes without response.  The photographs of sled after incident were not takenit was hauled out to the dealer to inspect. Apparently that dealer did not put in a warranty claim.  We also have heard nothing about the reason for the incident.  I have been communicating with Arctic Cat in ***************** to try and sort this out since Sept. 23rd.of this year
  I have emails to and from ******************* at Fast Trax Mountainsports  in 2021 and 2023. I went to Ft. St. **** personally in the spring of 2023 to find out what was the reason for said incident and got no response. I also asked for a copy of the warranty claim and got no response. If this sled was not inspected why is it torn down and in boxes? I await your reply.

  Business response

  10/31/2023

  *** & *********************

  We have reviewed the information obtained from the dealer *******************************, and Fast Trax. Machine was sold January 8th, 2021, driven for approximately ***** miles with no reported issues.  Eleven months and 5 days after the purchase date on December 13th, 2021, customer reported the thermal event to selling dealer Fast Trax. The dealer filled out a incident report which was sent to the legal department at Textron. The request of pictures, vehicle report, was not sent to Arctic Cat technical support as requested. The customer choose to bring to a different dealer *******************************. This dealer inspected the machine and advised the customer this would not be a warranty covered repair to which customer was not happy and said to not repair will pick up machine. Dealer started there was no conclusive evidence found to be a manufacture defect. With the machine being in storage from the spring (estimated) March to November 2021 then brought out in fall of 2021 with no reports of run issues. If there was a manufacture defect this would have been noticed during the first ******************************************************************************************************* the maintenance of the machine being performed correctly.  There has been no contact regarding this machine from the dealer or customer until September 23rd, 2023. 1 year and 4 months' time has passed with no reported information. The current dealer is unable to find a root cause or manufacture defect.  This would currently not be a manufacture defect covered under factory warranty. The repair would be the customer's responsibility. 

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased new snowmobile, a 2021 Arctic Cat Riot **** and had a motor failure at 90 miles. **** BBB complaint number was ******** and the repair order was #**** dated 1/28/21 at **************** in ******, *************) Lost the season due to waiting on repair. Arctic Cat replaced motor and extended the warranty and the same thing happened 170 miles later this year. (Repair order # **** dated 3/1/23) In 2 years of owning the snowmobile the total mileage is 260 miles and 2 motors. Dealer has had minimal contact with the manufacturer and no resolution has been offered. The first time this happened I requested that the manufacturer buy back the problem snowmobile and I was informed that they are not in the business of buying snowmobiles, I too am not in the business of spending money on equipment that doesnt function. I have spent $258 on registrations and $800 on insurance for something that I cant use. A full refund of the purchased price is the only resolution I am interested in.

  Business response

  03/23/2023

  2021 RIOT **** ES QS3 2.0 CHAR
  VIN: *****************
  Warranty Start Date: 12/31/2020.
  Warranty End Date: 12/31/2022 was extended per service manager to 03/03/2023 as a goodwill gesture to the customer.
  Warranty Claims: 2
  04/29/2021 Engine replaced.
  12/21/2021 Service bulletin for ECM program change.

  03/08/2023 dealer notified Arctic Cat technical Support about a engine failure and assistance to diagnose the issue.

  Technical Support assisted dealer with the diagnostics of the engine.

  Dealer informed tech support that machine was brought into the dealer on 03/01/2023. 

  Arctic Cat will not offer to refund purchase price of machine.

  Customer had a complete riding season after ************ with no recorded issues.  

  Arctic Cat will replace the engine under warranty as a goodwill gesture to the customer.

  Customer response

  03/24/2023

   I am rejecting this response because:As stated in the response from manufacturer last season the repair was made but the sled was not drivable as the dealer was told by tech support not to operate the machine until a new software update was installed via a new flash, 45 days it sat at the dealer waiting.  The break in period for a new machine is around 500 miles and as anyone can see the machine has 260 miles on it 90 of which were on motor#1 and a total of 170 on motor #2, and a simple ****** search will show this has been a problem with many of these **** machines.  Changing the motor does not tell me what caused the failure its simply a response to a symptom.  I have had numerous Arctic Cat products and had years of enjoyment,but this machine is a lemon! I can not rely on it or trust that I will not be stranded in the middle of the ***** due to the sled.  Luckily the dealer has been there to assist me above and beyond of what would normally be expected and the quality of the product should not be put on them or their reputation. That being said I am still hoping that Textron will step up and do the right thing.  

  
  

• Initial Complaint

  08/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In 2018 I purchased a Havoc X side by side from Arctic Cat. Two to three months after purchase I got notification in the mail to stop operating the machine immediately due to catastrophic failure of front end parts. the dealership informed us that they had no time frame as the parts hadn't been manufactured yet. Eight months later received from the dealership we purchased from that we could bring the machine in for repair. We did this and asked if our warranty would be extended due to there mechanical problem. We were advised that NO extension was given. we brought the machine home and used it for 4 to 5 hundred kilometres and had a catastrophic engine failure. Machine went in for new engine September 2021. Was completed less a part that is not manufactured. No time frame given as no part is available (no part number). We financed the machine and paying for it and haven't been able to use if for almost 2 years. The dealership has been fair with us and been screwed around as well by Arctic Cat. So far the repair bill is $5100.00 less part thats unavailable.dealership is ********************* ********* ************

  Business response

  09/30/2022

  My apologize for our delay in getting to this case, ***** is now longer with the company which led to the delay of not getting this letter to the correct personal.

  We reviewed the customers complaint by searching our data base using his name. We found the vin number of the machine associated to his name.

  Customer Name: *******************************

  Model: 2018 HAVOC X EPS SPECIAL CM/GRN

  Vin: *****************

  Warranty Start Date: 11/07/2018

  Warranty End Date: 11/07/2019

  Warranty Claims: 0

  Service Bulletin Claims: 2

  Both claims were completed in a timely manner in which parts were obtained well before the warranty period ended and had a down time with shipping from our records of 77 days due to parts delays.

  The customer machine has been out of warranty since November 7^th, 2019. The current repair the customer is claiming is for September of 2021 which is close to 2 years past the expiration of their factory warranty.

  Thank you

  *****

• Initial Complaint

  02/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Bought a new 2017 arctic cat zr3000 new in 2018 due to snow condition, didn't ride till January 2019 . first time out the oil light came on and the sled shut down. Called the dealer They said that the oil pressure sensor was on recall but they didn't have the replacement. Didn't get it till spring of 2019. Season is over so couldn't ride till 2020 but got sick in February then covid hit . didn't ride till January 2022. And the sled did the same thing. Had it towed to dealer , the replaced the oil pressure sensor but it cost me 511.62$. Called Arctic cat talked to someone in their warranty division. Basically he said too bad for you. Out of warranty. Wanted to talk to someone else and he hung up on me. This isn't a warranty issue its a defective part issue. My sled had 48 miles on it when it got towed to the dealer. I want them to make this right.

  Business response

  02/07/2022

  The oil pressure switch on this machine was not under recall, there was however a change the electronic control logic for the oil pressure switch which had nothing to do with oil pressure switch quality. This machines warranty expired in November of 2018, based on the time since the warranty has expired there will not be any warranty assistance due to this timer period. 

  Customer response

  02/07/2022

   I am rejecting this response because:
  
  
  Can't ride a snowmobile til there's snow. If you buy a snowmobile in September, how do you ride in November with no snow. And when there's snow in December the warranty is over. Also the cell that you are talking about was out of stock , took 4 months to get, got it in april, now you can't test it out for 8 months. Warranty on seasonal equipment like sleds and boats that are dependent on weather conditions should not be time sensitive but based on hours or mileage.

• Initial Complaint

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2009 arctic cat z1 turbo. It has recently been found to have a cracked gas tank. I have found that there is an open recall ****** on these and states that user should not use the snowmobile until fixed due to fire hazard. I contacted local dealership Bay Cycle in ********, **. The response they recieved from Arctic Cat is that they have no replacement tanks and do not plan on having any more. They offered no solution to the problem. I have emailed and left messages with Arctic Cat directly with no response. The recall is only a few years old and the snowmobile is unusable without replacing the tank.

  Business response

  02/04/2022

  We are currently actively searching for a supplier to produce these tanks for this era of machine but currently have no estimated date of when this tank may be available at this time.  We apologize for this delay but are continuing to work on a solution. 

  Customer response

  02/04/2022

   I am rejecting this response because:Per the company recall the snowmobile is unusable until fixed. Arctic cat is not providing a fix, or even a timeline of when they plan to have one. Speaking to several dealers in ********, this has been well over a year that they have waiting for a fix for this safety issue.

• Initial Complaint

  01/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Iv been waiting on a warranty replacement motor from arctic cat since mid summer 2021. Iv gottan 3 dates that have all been blown past and nobody will give me an answer to when i may see a warranty motor. Its been down now over 6 months with no answers! Sitting at ********** in ********** motorless the whole time!

  Business response

  02/08/2022

  The engine has been on backorder waiting for parts to arrive from outside suppliers to be able to build this engine. This warranty is outside the factory warranty and held by a 3rd party Cornerstone to which we cannot require them to offer another potential solution to the backordered engine. 

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