Complaints

This profile includes complaints for Rad Power Bikes Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rad Power Bikes Inc.

  1121 NW 52nd St Seattle, WA 98107

  
• 

  Rad Power Bikes LLC

  275 W 5 Ave Vancouver, BC V5Y 1J3

• 

  Rad Power Bikes Inc.

  535 Florence St Imperial Beach, CA 91932

• 

  Rad Power Bikes Inc.

  2107 S 700 E Salt lake City Utah, UT 84111

• 

  Rad Power Bikes Inc.

  1121 NW 52nd St Seattle, WA 98107-5130

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/15/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered 2 Radrover 6 Plus bikes on June 20, 2023, and bikes received on June 26th. I assembled both bikes and both were defective and not operational. I contacted customer support to explain the issue and received an email on June 30th confirming that two replacement controllers would be sent to me (Ticket # ********). Received controllers on July 19th and noticed that they sent me the wrong model. Parts received did not fit my bikes. I contacted customer support again and received an email response on July 20th that 2 new controllers would ge shipped. Received the second batch of replacement controllers on August 8th. Proceeded with the replacement of parts and the issue was not resolved. Either parts sent are also defective or it was not the cause of my problem. Sent an email to customer support on August 8th asking for a resolution and have not received any response. Bikes paid in full on June 20th, never received a product that worked.

  

  Business Response

  Date: 08/22/2023

  Dear *****, 
  
  We sincerely apologize for the inconvenience you've experienced with your RadRover 6 Plus bikes and the ongoing issues you've encountered regarding Error 00. Thank you for bringing this matter to our attention, and we deeply regret any frustration this situation has caused you!
  
  We understand your concerns regarding the defective bikes and the subsequent challenges you've faced in getting the necessary parts replaced correctly. Your satisfaction is of paramount importance to us, and we are committed to resolving this matter promptly.
  
  Having reviewed your case history, we acknowledge that there may have been delays and missteps in addressing your issue. We deeply regret these occurrences and are committed to rectifying the situation for you. Our team is thoroughly investigating the root cause of the problem and will work tirelessly to ensure a proper resolution.
  
  In order to resolve the error code that is present on both yours and your wife's bike, we have created a replacement order to get a UI remote and UI display shipped out for both of your RadRover 6 Plus bikes. 
  
  Your order number is 30-153346. 
  
  These items are in stock. You'll receive an email within 5-7 business days (or sooner) with a tracking number to confirm your order is on its way to you! Be sure to keep an eye on this inbox for important order updates. 
   
  When your order arrives, here are some guides to assist with the installation of these parts: 
  *********************************;
   
  We understand the frustration you must be feeling, especially given the delay in communication. Once again, please accept our deepest apologies for the inconvenience you've faced. 
  
  Please keep us updated on the status of this help request once your replacement parts have been installed. Feel free to reach out if you have any questions, comments or concerns!
  
  Thank you for being a Rad customer!  
  
  

• Initial Complaint

  Date:08/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a rad power bike **** 2023.From day one the throttle never worked. We took it to ************ store, a mechanic fixed it, but it worked for about an hour after returning to Santa ****. Then the pedal assist stopped working as well. We have been trying to reach customer service since we put the bike together which was about a week after we made the purchase. We have tried via email phone and live chat. I talked to a manager, ***** at ************ store, and she told me there was nothing she could do to help but to contact customer service. We received an email that I responded to but again no further response from radbike. I now have a bike that we paid **** for that does not work. It never worked and we are at a great loss as it took us a long time to save up for this bike.

  

  Business Response

  Date: 08/20/2023

  Hi! 

  We apologize for the delays in getting through to our support team. We value your time and understand the frustration that *** have resulted from this, and we extend our sincerest apologies.
  

  We see that you were able to get through to our support team, and a controller and a wiring harness was ordered on August 16th on order 1169822 to fix the issue that you are experiencing. These parts are en route to you via ***** and your tracking information has been emailed to you. 

  Please let us know if you have any additional questions! Thank you for your patience! 

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20469781
  
  I am rejecting this response because:

  I received the parts and replaced them on the bike but the same issue persists.  
  

  I would like a full refund and instructions on how to return the bike. 

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/31/2023

  To Whom It May ************************* ID: ******** 
  Order: 1143384
  Customer: *********************
  
  We've responded to the customer's inquiry by initiating a return request under the following case number: ************. Once the merchandise in question has been received and its condition has been verified, we will issue a refund to the payment method we have on file for order 1143384. 
  
  A screenshot of our response to the customer has been attached. 

  Thank you!  

• Initial Complaint

  Date:08/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was crusing along the road. When I needed to stop at a stop sign And the break totally shattered. Send the *********** in email never heard back for a month. Now I have to pay more f****** money to repair this thing.

  

  Business Response

  Date: 08/16/2023

  Hi! 

  We are sorry to hear there was an issue with your RadRunner 2 brakes. We have reached out to you in support ticket ******* to get some further details and pictures regarding what happened. 
  

  Looking forward to hearing from you. 

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a rad city 5 electric bike for my wife. The power assist quit working right after our first trip with it. In the attempt to contact Rad Power Bikes several times, I started emailing them. They wanted me to diagnose the issue for them, by taking their bike apart and running several test and taking videos to upload to them. I asked them to replace the bike or refund it since even though they say they have service shops everywhere the closest is over 4 hours from me. I finally got a phone call from them, and they said after discussing it with supervisor they would not take the bike back even though it was under warranty, or do anything like pay to have it shipped to them or a bike dealer. They shipped some parts after they guessed what was wrong, they shipped a controller, I had to disassemble the bike and put it on. It did not work. They shipped a throttle, I had to put on myself, and it didn't work. They shipped a rear wheel tire and it finally worked for a short time. The same problem occured again so I tried several times to call them again with no luck so started emails again. After much delay and back and forth again they finaly responded. They sent me another part to TRY... It did not work. I am so frustrated. They are not easily reachable as they say, they do not respond promptly and there is no real try to make this easy. I am not an electric bike expert and they expect me to do all the work. I just want them to be the company they say they are, and take care of me. I had to actually go and buy another bike for my wife.. I have asked them to respond or I would be forced to take further action. That was over a week ago and still nothing and no working bike. Such a horrible representation of their company and a bad experience all the way around, and countless hours of tear down and rebuild on my part. I have the emails of correspondence back and forth I would like to somehow get to you.

  

  Business Response

  Date: 08/15/2023

  Dear ***: 
  
  Thank you for your feedback about your experience with Rad Power Bikes!
  
  As a bike owner, regular maintenance and troubleshooting should be expected. This includes tasks such as keeping your bike clean, checking your connections, verifying tire pressure, lubricating the chain, and adjusting the brakes. These routine maintenance activities help ensure the optimal performance and longevity of your bike. While we provide general guidelines and instructions to assist you in this process, we encourage you to familiarize yourself with the basic maintenance tasks specific to your bike.
  
  In addition, we understand that troubleshooting can sometimes be challenging, especially for those who are new to biking or have limited technical knowledge. However, we have resources available to support you in this journey. Our *********** and Customer Support team offer comprehensive guides, instructional videos, and step-by-step troubleshooting assistance to help you address common issues that *** arise.
  
  As a direct-to-consumer business, we strive to provide high-quality products at affordable prices. To achieve this, we rely on our customers to take an active role in the upkeep and maintenance of their bikes. By selling our bikes directly to customers, we are able to eliminate the additional costs associated with middlemen and retail markups. This enables us to offer competitive prices and pass the savings on to you. However, it also means that certain services, such as troubleshooting and maintenance, *** not be covered under the warranty. 
  
  We firmly believe that by taking an active role in the maintenance and troubleshooting of your bike, you will gain a deeper understanding of its mechanics and be better equipped to handle any potential issues that *** arise. This empowerment as a bike owner allows you to make adjustments and perform minor repairs, saving you time and money in the long run.
  
  Unfortunately, your request for a refund is not possible as the bike has been in your ownership since May 10th, 2022. Your bike's one-year warranty expired on May 10th, 2023. Regardless, our team is ready and able to assist you with troubleshooting and part replacements. 
  
  Our Customer Support specialist ****** reached out to you via email on August 11th with a series of recommended troubleshooting steps you can perform to resolve this issue at home. Your case ID is ************. 
  
  Please don't hesitate to reach out to our Customer Support team for further assistance! Our team can be reached by replying to this email, which will reopen your help request, or by sending an email to *********************************** There are also a number of self-service resources available our ***********! If you need to reach out again concerning this request, please refer the specialist you make contact with to ticket #************. Due to a high volume of inquiries, please allow our team 3 business days between responses. 
  
  Thank you for being a Rad customer!  

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20449070
  
  I am rejecting this response because:

  The response from RAD is simply a generic response and assumed.  If they would look back in the files and notes they would see that this has been a preexisting problem, and never resolved. They will also see our continued efforts to reach out to them only to have them not be willing to do anything but guess what was wrong, after having me do hours of tear down and trials, then send a part to see if it works.  They said it is not uncommon for a controller to go bad, however they have sent 3 over this span of time, and all 3 do not work.  Secondly, they assume I have not maintained bike, nor that I have any experience.  I have experience; however, they should not expect their customers to act as ***'s personal service station and do the work to fix an electric bike under their guessed diagnosis because the refuse to do anything else.  And to make it clear I also own a Quiet kat Jeep, *********************, and a Rad Rover fat tire. The Rad City is the only problem and has been.  Once in a while there are lemons, and this one is.  It has never been abused or off road.  It has been stored inside, and if you look at the pictures, I took today the sprockets and chain you can easily see the little use, no dirt, grime anything, because the bike is c*** and does not work.  If Rad had solved this issue when it was under warranty, we would not be here in this position today.  They simply want to state that it is out of warranty, however this problem has never been fixed and they will not make any real effort to do so.  My wife purchased the Rad Rover for me at the same time I purchased this for her.  If I had known the type of company they would be when backing their clients, I would have given all my business to Quiet Kat or, *******, ********************* or anyone but them.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/08/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the third complaint Ive made with BBB. My RAD bike stopped working about 30 days after purchasing. I had been working with RAD customer service and following instructions with parts. I had approval for 2 hours if labor in April of 2023. I provided my receipts on 5/6/2023. There was no response to my email until I wrote BBB. **************** responded on 5/20 with the refund and approval to return the bike. We needed time to find a box, all the while I remained in communication with **************** as they tried to close my complaint. On 6/20 I provided required images of the packaged box, on 6/27 I provided required images of box on ***** truck, on 6/29 I received tracking confirmation that my bike was received by RAD. I emailed starting on 7/29 about my refund. I also emailed on 8/1 and again on 8/6. There has been no response.

  

  Business Response

  Date: 08/14/2023

  Hi!

  Your refund was processed on August 9th on order 917237 and was refunded in full back to **** ending in ****. Please contact your financial institution referencing your refund for any additional questions. 

  Thanks so much! 

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a Rad Runner 3+ bike in March of 2023. Unfortunately, not long after that my kickstand broke. I reached out to customer service at the end of March and didnt receive new kickstand until June and it wasnt even the correct kickstand. The longer than expected wait time wouldnt have been an issue if I had been sent the right one. The kickstand that I received has holes that are much farther apart than the holes my bike has meaning I am unable to use it. I reached out again to customer service right after receiving the incorrect kickstand and explained the new situation. My second replacement kickstand took even longer to ship and didnt arrive until August and it is still the WRONG one. I am beyond frustrated and would simply like the correct kickstand to be sent to me in a timely manner. My bike is essentially useless without the kickstand because i cant stand it up anywhere to leave it.

  

  Business Response

  Date: 08/14/2023

  Hi! 

  We sincerely apologize about this error. We had received an incorrect shipment in which did effect your replacement orders. We have placed new order 1168280 for the correct kickstand for your RadRunner 3Plus that is estimated to ship within 2 business days. You will receive the shipping confirmation once shipped. 

  Thank you for your patience and we apologize for any inconvenience. 

• Initial Complaint

  Date:08/04/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This electric bike manufacturer has stopped offering phone support and is not responding to email requests for warranty support. My battery is dead after one year (in a supposed 2-year warranty) and the bike is therefore unusable. Suggest people avoid this manufacturer.

  

  Business Response

  Date: 08/11/2023

  Hi! We apologize for the delays in getting through to our support team. We value your time and understand the frustration that *** have resulted from this, and we extend our sincerest apologies.
  

  Our Limited warranty is for 1 year from delivery date. Your warranty on your RadRover 6Plus from Order ****** did expire May 13, 2023. You *** review our warranty information here: 

  *****************************************************

  We previously reached out to you in support case 465065077230 to help you troubleshoot before you purchased another battery, but we did not get a response. If you would like additional troubleshooting assistance, you can click the "We're online" button at the bottom of the Customer Support Page in our ************ Live Chat is available Mon-Fri: 9 am-3 pm PST and you *** also email us anytime at ********************************** and a member of our support team will contact you back via email in the order received.
  
  You *** also purchase a new semi-integrated battery for your bike at the following link: 

  *************************************************************************************************************;

   Please let us know if you need further assistance! 

  
  

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not 100% sure this is an issue you can help me with, but I'm at a loss at what to do. I bought an electric bike, the RadWagon 4, from Rad Power Bikes back in the summer of 2022. Almost immediately the bike was put under recall and I was told that the bike was unsafe to ride. *********************************************************************************************** In April of 2023 they sent me a repair kit and promised a complimentary repair but never provided me with one. They have not responded to my emails asking for help with the problem. I have tried asking them to take the bike back if they will not repair it, but their response was that I should sell it. It is illegal for me to sell a bike under recall, I think. I really just want them to either fix the bike or take it back.

  

  Business Response

  Date: 08/09/2023

  To Whom It May ************************* ID: ********
  Order: 859026 
  Customer: *********************
  
  We've responded to the customer's inquiry with the following ticket number: 1885228 and are awaiting their reply. We have sent an authorization code to cover the costs of installing the customer's RadWagon repair kit at a Local Bike Shop Partner. We have also sent a giftcard as a token of our gratitude for their patience and understanding throughout this process. 
  
  A screenshot of our response to the customer has been attached.
  
  Thank you! 

• Initial Complaint

  Date:08/03/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought one of their e-bikes. It is not charging and I've tried to contact customer service for over a month to help resolve the issue. Everytime I call or use their chat, they say it is too busy and no one is available. I have sent numerous emails to their support as well.

  

  Business Response

  Date: 08/09/2023

  To Whom It May ************************* ID: ********
  Order: 361119
  Customer: *********************;
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. 
  
  A screenshot of our response to the customer has been attached.
  
  Thank you!  

  Customer Answer

  Date: 08/11/2023

   
  Better Business Bureau:
  
  They did get a hold of me and we have resolved the issue. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son *********************, e-mail he used ************************ ordered ************************ tires (2) on July 3, 2023. Order # ******* He was sent the wrong ones. I have been trying to get in contact with you to get them returned for the correct ones. I have sent 3 email to you with pictures showing they are not the ones he ordered. He works so I am handling this know. All we are trying to do is get these returned and the correct ones sent to us. But no one will respond, other than a email that says send the information that I have already sent. If you dont have them you need to send us a return slip for sending the wrong ones and then refund us. This should not be difficult as he loves his bike and we just want what was ordered. Thank you, ******************* (Mom)************. *******************

  Customer Answer

  Date: 08/02/2023

  I am sending my first email I sent Rad support.  All we want is these returned and the correct ones we ordered sent to us.  

  Customer Answer

  Date: 08/03/2023

  I forgot to add we have been trying to return these since we got them and it says cant be returned discard them!

  Why would we throw NEW tires away that *** sent us wrong!  All we want is the correct ones sent to us and these that they sent wrong we get a return slip to send back but we cant get any help!

  Also there CHAT LINE is always OFF LINE!

  I have sent them 5 emails with only getting a computer generated email saying send your information back , but NO HELP! All it says is reply, I have done that and still NO HELP!

  

  Business Response

  Date: 08/08/2023

  To Whom It May ************************* ID: ********
  Order: 1134215
  Customer: *******/*******************
  
  We've addressed the customer's request and provided them with ticket number *******. Currently, we're awaiting their response. The tires they've ordered are the correct make and model, although there's a slight variation in branding. The manufacturer has decided to eliminate the "Juggernaut" branding from the tires. Additionally, we've informed the customer's mother about the age requirement for Class 2 ebikes. To comply with local regulations/ordinances, all riders must be at least 16 years old.
  
  A screenshot of our reply has been attached.
  
  Thank you!  

  Customer Answer

  Date: 08/12/2023

   
  Better Business Bureau 

  I sent ******** with RAD Power Bikes a email telling her they need to not post pictures on there website of items they are selling if that is not what they are sending, that is misleading.   Also, they need to work on customer service it is extremely poor and I shouldnt have to write the BBB to get a response. Also the chat line is always offline.  We will accept these tires hoping they are the right ones even though they dont look like the picture. 

  My children are 18 and 25 so yes they are of the age to have the bike they share which they do love.

  Thank you BBB for helping me get someone to finally respond.

  *******************

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