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:08/01/2023

  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.

  This is the second e bike I have purchased from ***, and I was hesitant because the company is extremely hard to get a hold of. No open phone lines and the chat is often not answered and emails not returned. I purchased the *** runner plus for my daughter over a month ago. The bike arrived in a huge box and when we opened it the box was missing the pedals, headlight, tool kit and battery. Now a month later we still dont have all of the parts. Just the pedals have arrived. We live in the mountains and will only be using this bike seasonally. We are missing out on crucial time and my daughter is very disappointed. I hope *** can compensate us somehow. We paid in full for a product we are not even able to use. Very frustrated!

  

  Business Response

  Date: 08/08/2023

  To Whom It May ************************* ID: ********
  Order: 1135281
  Customer: **************************;
  
  Order No. ******* was placed on August 2nd, 2023 and is on its way to the customer so they can get their RadRunner Plus assembled with the necessary tools to get this taken care of. 
  
  A screenshot of the order status page has been attached to our reply. 
  
  Thank you!   

• Initial Complaint

  Date:08/01/2023

  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.

  Purchased 2 Rad Rover 6 Plus bicycles in October 2022. Recently the ** Remote quite working and one of the bikes and won't turn on. We traded the remote with ************ and it doesn't work on ************ either. So we are certain we need a replacement sent. I attempted to contact RAD by telephone (customer lines are closed), email, (response back told me there were long delays-use the LIVE ****, sat on live chat for over an hour before it was answered by anyone who proceeded to ask questions I already answered in the **** and emails. Now have 3 tickets opened, (********, ********, and ********) they want me to tear the bike apart AGAIN and video everything so they can better troubleshoot it, I've explained all we've done, I have explained to them that I tried and have been unable to send a video from my phone, they want a photo of the error code--it won't turn on anymore!!!. The bike is under warranty and this is day 18 without any resolutions, emails are no longer being answered, and LIVE **** has disappeared from website.

  

  Business Response

  Date: 08/08/2023

  To Whom It May ************************* ID: ********
  Order: 976046
  Customer: ****** & ***********************
  
  We've addressed this issue by sending out a UI remote replacement via order number *******. This order was placed August 4th, 2023. We have also issued a giftcard to the customer's account for the inconvenience, and to say thank you for being a loyal Rad customer. The customer will receive an email with a tracking number when the order departs our warehouse and is on its way their address. 
  
  A screenshot of the order status page has been attached. 
  
  Thank you!  

• Initial Complaint

  Date:07/31/2023

  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 purchased a Rad Power E-Bike 6 for $1,677.36 on July 12, 2023. I received the bike on July 24 and discovered that the battery was dead and would not take a charge. Their support phone line reports extensive wait times whenever I call. I tried contacting through the "Live Chat" on their website and did not receive any response. I wrote emails to the support address listed on their website and have not received any response in over a week later. When I researched the bike they had good reviews, but now apparently they have changed management and their service is very poor- which is what I am experiencing now. This E Bike is virtually useless without a battery, and if their support is unresponsive on an easily replaced item, I do not want to be involved with them if other issues arise. Therefore I would like to seek a full refund. This bike has not been ridden and I have all of the original packaging materials.

  

  Business Response

  Date: 08/08/2023

  To Whom It May ************************* ID: ********
  Order: 1142070
  Customer: ***********************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. Upon receipt of the requested photo/video documentation we will be happy to send out a battery replacement at no charge to the customer to this issue resolved for them right away. 
  
  A screenshot of our reply has been attached.
  
  Thank you!  

  Customer Answer

  Date: 08/10/2023

  Thank you for your help.  After your intervention Rad Bikes did finally contact me and ask for photos and video proof that I followed the procedures to charge the battery.  On 8/8/23 I did upload the photos and video they requested to the drop box link they supplied (see attached image) I am now waiting for them to review the photos and video to determine if I qualify for a replacement battery.

  Customer Answer

  Date: 08/15/2023

  After your notification to them, Rad Bikes did finally contact me.  They asked me to upload photos and video to document their defective product, which I did.  I have then been passed from one customer support person to another, saying they would replace the defective part, but as of yet I have not received a tracking number or any evidence showing it has been shipped. 

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair 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 boought two new Radrover 6 plus bikes on September 19, 2022. Posting date on my TD **** card was September 21,n 2022. I have a copy of this. The bikes are under warranty until at least September/23. The battery on one bike stopped charging so I contacted Rad Power bikes. Thay have a customer support phone number in their Owners ****** but that is disconnected which is odd. I contacted them through their help support Email. They gave a very vague reply and asked me to use their Live Chat on their support page. Tried that a few times but it nevered worked.Cantacted them three time with the same run around. Then the stopped all comunication for no reason. I then sent the bike serial number and the same for the battery. I copied and pasted a copy of my Pay Pal receipt and that was sent. No reply. I was in contasct with them 3 times and also sent several Emails which they didn't answwer. The last one I sent I told them I wil be taking this elsewhere and stil no reply.

  

  Business Response

  Date: 08/08/2023

  To Whom It May ************************* ID: ******** 
  Order: 30-112609
  Customer: *********************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and have issued a refund for the battery that was purchased at the customer's expense. Upon review of their documentation and account details, a battery replacement would have been covered under warranty at no charge. Hence, we have reversed the charge to align with the terms of our warranty. 
  
  A screenshot of our reply has been attached.
  
  Thank you!  

  Customer Answer

  Date: 08/10/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/31/2023

  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.

  7/30/23. I bought my Rad 5 plus step thru in the fall of 2020. I live in ********* so are time to ride is very limited. On July 9 I contacted Rad about error 24 and 30. First I tried to call and their lines were closed. I tried a chat and that was not available so finally I emailed them and they came back with how busy they are and gave me some test to try. So I did and still got the errors. I emailed them back saying I was still receiving the errors. They then said I needed to send pic and video tape of us doing these test. So we did that. Kept waiting and waiting and finally they sent an email saying how busy they are and sent a link to the help center which we already did 2x. As of now we have had no response and summer is fading away. I did go to a dealership that does repair Rad bikes but I was told by them that they cant get the parts anymore to fix them and that I need to call to get the parts and then they could then fix it. They said if we try to call we will be on hold for 2 hours and they cant afford to do that. So I dont know what else to do!!Disappointed Rad owner

  

  Business Response

  Date: 08/06/2023

  Hi! 
   
  Thank you so much for taking the time to write in to the Better Business Bureau, and for being a part of our Rad Power Bikes community!
   
  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.
   
  After reviewing your Case ************, we see your Rad 5 Plus Step Thru is receiving a 24 error and sometimes a 30 error. You stated turning it and walking with it looks normal, but if you go backwards it shows 24.
   
  Since you are no longer in warranty, any replacement parts needed would not be covered. We want to make sure you get the correct parts when purchasing, so we want to ensure that you have done the correct troubleshooting needed. We have followed up with you in support ticket 1884270.

  Looking forward to hearing from you! 

• Initial Complaint

  Date:07/31/2023

  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 bought my bike in October of 2022, and was guaranteed a year warranty. My bike fuse has blown out, I looked on their website to see where I could get it repaired, all of the shops they had listed told me that they can not work on the battery of my bike, and that I should contact their service. I have tried sending multiple emails to radpowerbikes and they have never responded. I have tried their customer service chat, and have never received a response. I have even called and the line says theyre closed. I have ran out of resources to contact. I just want to be sent a replacement battery which is guaranteed in my year warranty, but I cant get contact, its been very frustrating. My bike is my source of transportation, and I cant even use it, Ive been forced to spend money on Lyfts, and still pay bi weekly payments on my bike, that doesnt even work.

  

  Business Response

  Date: 08/08/2023

  To Whom It May ************************* ID: ******** 
  Order: 955826 
  Customer: Dayvi Blue
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. Please note, our last interaction with this customer was on August 1st, wherein our Support team provided instructions on how to replace the battery's fuses and advised the customer that we must first have this documentation on-hand before issuing a warranty replacement. This information has been clarified in our response to the customer. 
  
  A screenshot of our reply has been attached.
  
  Thank you!  

• Initial Complaint

  Date:07/29/2023

  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.

  Order #**-145716 RadCity 5 Step-through on June 22, 2023. Received and assembled the bike on June **, 2023. **** hasn't worked since I received it. Sent an email to Rad on June **, 2023, never got a response. After many, many days checking and rechecking all the connections and verifying the controller with another one we have on hand, we determined that it must be the wiring harness. 2nd email sent to Rad July 18, 2023, no response. Hours spend trying to get someone online chat many dates, finally July 18th they agree to send wiring harness. I requested that they send me a new bike but they refused. I expressed concerns that if the bike still didn't work after installing the new wiring harness that I would be past my return window. Email sent and online chat, hours again, to determine that my new wiring harness still had not been shipped. Received June 26, 2023. Did not receive new controller. Installed new harness, bike still doesn't work. No throttle H3335353737313634**35H, no pedal assist. I would like a new working bike or a full refund. We spent approx. ***** hours trying to get this bike to work with no recompense. We have spent hours online trying to get service. There is no phone service and apparently no email service now. All we get is a 'sorry we are busy, try online chat'. Worst customer service we've ever received.

  Customer Answer

  Date: 08/03/2023

  Wow! Just went to check on my bike as I usually check it every day to see, if by some miracle, it works. It now has a flat front tire! What is with this bike? It hasn't been moved since the wiring harness was changed on July 29th. So unhappy with this bike!

  

  Business Response

  Date: 08/08/2023

  To Whom It May ************************* ID: ********
  Order: 30-145716
  Customer: LM (*******) ********
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. We have approved a warranty bike replacement and are eager to get this resolved for the customer. 
  
  A screenshot of our reply has been attached.
  
  Thank you!  

  Customer Answer

  Date: 08/15/2023

   
  Better Business Bureau:
  
  My name is *******************************, not ******************************* as shown in some of the BBB correspondence. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me on condition that a new warranty period is started upon receipt of the new bike. As I no longer have the shipping box that my original bike came in, they have agreed to ship me a new bike and I will return the other in the same box after receipt. I am currently in negotiations as to which bike will be sent to me as the color I ordered is not in stock. I have decided on the same bike, the RadCity 5 Plus Step Thru, in the white instead of the grey. They have also agreed to giving me a complimentary accessory as recompense for the stress of the situation and the loss of time and enjoyment of my bike and I have decided on the 110cm Abus Bordo Granit ****** **** Folding Lock.
  
  Thank you,
  
  *******************************

  Customer Answer

  Date: 08/26/2023

  Resolution is not satisfactory. I received a damaged bike as replacement. I would like a full refund of my original purchase. 

  Customer Answer

  Date: 08/30/2023

  One more item to note, upon unpacking the new bicycle, I noticed that there was no hydraulic brake pad spacer on the front wheel. Thank you.

  

  Business Response

  Date: 09/08/2023

  Dear *******, 
  
  Thank you for your feedback!
  
  One of our Senior Escalations team members has reached out to you to work out the details so that we can replace the bike we shipped out to you that arrived in substandard condition. Please accept our sincerest apologies for this inconvenience. This is certainly not the experience we want our riders to have! We are committed to making this right and seeing this through to the end.
  
  We also wanted to extend our sincerest apologies for the mixup with your name. 
  
  Please do not hesitate to reach out to our Customer Support team if you have any other questions, comments, or concerns. 
  
  Thank you for being a Rad customer!  
  
  

  Customer Answer

  Date: 09/15/2023

  As of this date, September 15, 2023, I still do not have a working bike. The damaged replacement bike has been returned. A new bike is to be shipped to me, estimated shipping date October 6, 2023. Rad Power Bikes has stated that a request for a spare battery as compensation for all of the inconvenience and turmoil this issue had caused was reasonable. We did receive the bike lock as previously promised however were requested to return it with the damaged bike. We did not get a return shipping label for the lock and Rad Power Bikes stated that we could keep the lock.

• Initial Complaint

  Date:07/29/2023

  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.

  I ordered a battery charger form Rad on 6/27/23 and paid using Paypal.I received a notice from Rad that the item shipped on 6/30/23 for delivery on 7/1/23. The item did not arrive.On 7/5/23, I received another email indicating that my charger would arrive on 7/6/23. It did not arrive. I have received no further communication from Rad about the order.On 7/11/23, I emailed Rad and did not receive a response.The charger still has not arrived. I have been charged $74.61 by *** and have not received a refund. I have just filed a complaint with Paypay requesting a refund.I believe that *** intentionally told me my order had shipped knowing that it had not shipped.

  

  Business Response

  Date: 08/05/2023

  Hi!

  Thank you for writing in and we apologize for any delays in getting in touch with us. The charger on your order 1130341 did ship on June 30th via ***** tracking 780557739502. It appears that this was lost in transit as there has been no movement on your package since 7/5. We sincerely apologize about your lost package! We have placed a new order 1160488 that is estimated to ship within 2 business days. You will receive the shipping confirmation once shipped.

  Please reach out for any additional questions!

• Initial Complaint

  Date:07/26/2023

  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 have attempted multiple times to contact Rad Power Bikes to resolve the following issues and they have refused to contact or response to my correspondence.I purchased my RadWagon on 5/17/23 (Order #*******). I was very excited to use our new e-bike as our primary form of summer transportation. After receiving our new bike, we have experienced nothing but problems and a very dangerous situation. We have only been able to take the bike on 5 rides and 3 of the rides I had to walk the bike home. Below are the details of each ride attempt.** our first ride taking my son to school, the bike experienced a complete power failure. The display screen went blank and there was no power to the e-assist. I walked the bike home and contacted the RadPower location in **************. I informed the service center about the power issue and also let them know that the brakes were weak and required a significant distance to stop. The service center fixed the power issue and said that they checked and adjusted the brakes. Rides 2 &3 were relatively uneventful except for a few intermittent e-assist power failures. During these failures the display screen stayed on but there was no e-assist power and the ***** reading on the display showed 0. These failures only lasted for ***** seconds and then the e-assist would randomly kick back in without intervention.** our 4th ride, we experienced a very dangerous situation due to a complete brake failure. I had my 9 year old son on the **************** and we were on a bike path that had a mild decline over the course of a couple of miles. ** that portion of the bike path, the brakes completely failed and no matter how hard I squeezed the brake levers, the bike did not stop or even slow down. We had to ride uncontrolled for over a mile and fortunately we had a small section of up-hill right before the bike path crossed onto a busy road. I was able to stop the bike with my feet on this short incline and if I were unsuccessful, my son and I were going to be forced uncontrolled into traffic. This brake failure occurred after I had already reported to the service center that the brakes were weak but they assured me that they were fine. After walking the bike back home a second time, I called the service center and they said to bring the bike in and they would fix it the same day. I dropped off the bike on 6/29 and was again promised the bike would be fixed the same day. I asked for the technician that was going to work on my brakes to call me so we could discuss options on how to ensure the bike would be safe to put my kids on again. I did not receive the call and it ended up taking 2 weeks to get my brakes fixed. When I called to figure out why my bike was delayed and to express my concerns over the performance and safety of my new bike, I was told that I was being ungrateful because normal tune-*** take 4 weeks and my brand new bike that failed catastrophically only took 2 weeks.When I finally got my bike back, the brakes seemed to be working properly so I loaded up my son and we went out on the 5th ride. Within a mile of the house the intermittent e-assist power failures started happening and continued to happen. The display screen remained on but the e-assist power only kicked in randomly and infrequently. I have videos of me riding and the screen showing 0 *****. We ended up having to walk the bike home again.Now I have a brand new bike that I cannot trust to either work properly or keep me and my family safe. At this point, I am not willing to keep finding a way to transport my bike, miss out on most of the summer riding opportunities, and hoping we dont get standard or end up in an accident with car traffic due to brake failures. I just want to return this bike for a full refund and move on. When I bought the bike, your customer service was great but now that I have issues, I am not able to speak to anybody in customer service or chat through your website.

  

  Business Response

  Date: 08/03/2023

  To Whom It May ************************* ID: ********
  Order: 1102046
  Customer: *********************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. We are happy to address any issues the customer is experiencing with their bike under warranty and have requested documentation of the issues they are experiencing so we may better assist them. 
  
  A screenshot of our reply has been attached.
  
  Thank you!  

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20379980
  
  I am rejecting this response because I do not want to proceed with the warranty process, I want to return the bike for a full refund due to safety issues.  My son and I could have been seriously injured or killed due to the complete brake failure..  This bike is not safe and I do not want to subject my family to dangerous situations.

  The reply from Rad Power Bikes mentioned that I was combative and unprofessional.  This could not be further from the truth.  I am indeed disappointed in the product, the customer service, and having my family being put in danger as a result.  I have been polite and professional when dealing with the service center because I know this is not their fault and they are in a bad position since Rad has dissolved their customer service through the website and removed their phone number for questions and issues.  I have explained the severity of the issues to the service center it is obviously a serious conversation since my son and I were exposed to a life threatening failure of your products.  *********** center also promised a same day fix that ended up taking two weeks.  I expressed disappointment in this failure to deliver a commitment but again remained calm and professional.  

  Here are the answers to your questions:

  What is the total weight on the bike, including the rider and their personal items?  Less than 250 pounds
  How many miles are on your RadWagon?  48
  Who assembled your bike?  I did
  Do you have a professional pre-ride safety inspection?  Yes the ****************** in ************** did a pre-ride safety inspection and were informed that the brakes were weak
  When was your bike last services? 7/11
  has your bike been subjected to any impacts or physical drops? No

   

  I would like a call *************) so we can resolve this soon.  I will not keep this bike and put my children on it again but I am happy to find a way to return it to you that works best for you.

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

  

  Business Response

  Date: 08/12/2023

  Dear *****, 
  
  We want to begin by expressing our heartfelt apologies for the safety concerns you've faced with our product. Your family's well-being is of the utmost importance to us, and we take this matter very seriously. We completely understand your decision not to proceed with the warranty process and your desire for a full refund.
  
  This message is to confirm that we have been in contact with you regarding your return request and have expedited the return process. We understand your decision to prioritize your family's safety, and we deeply regret any anxiety this situation may have caused.
  
  Your feedback is invaluable, and we appreciate your understanding as we work to rectify this issue. Your concerns will be shared with our team, as we are committed to improving our products and ensuring the safety of our customers.
  
  Please do not hesitate to reach out if you need any further assistance during this return process. Your satisfaction and safety are our top priorities, and we'll do everything we can to make this right.
  
  Thank you.

  Customer Answer

  Date: 08/15/2023

  The seller has recently been responsive and we have come to an agreed solution.  I will return this product within the next week and when the seller applies the promised refund, I will accept and close this complaint

• Initial Complaint

  Date:07/24/2023

  Type:Sales and Advertising 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.

  Recently, purchased a *** power bike and had delivery issues and attempted to contact the company within the first 24 hours with the delivery issues. Having trouble with brakes rubbing and gear skipping problems. I initially called the *** '800' number with response that their phone lines are currently closed and was directed to contact by e-mail. Attempted to contact *** numerous times by e-mail ************************************ with repeated auto responses essentially informing me that they have higher than anticipated volume and their team is falling behind. The e-mails directed me to utilize their Live Chat; however, this option is consistently off line. I then contacted some of my state's *** service centers and was informed that they could fix the bike but I would have to pay for any repairs thus no warranty service. Unfortunately, there are no longer any local *** service centers in my city area which means I would have to drive up to 2 hours. It is vital that *** provides adequate and timely customer service especially with ********************************************* given any defects could potentially place customers at risk for great harm. If they can not handle a growing business then they should down-size. Customer safety should be a priority. Thus, the next step is to file a complaint with my state's attorney general office.

  

  Business Response

  Date: 08/01/2023

  To Whom It May ******************************* ID:  ********
  Order: 1123835
  Customer: ***********************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. We have requested documentation of the current condition of the customer's bike in order to move forward with a fee-waived return request. 
  
  A screenshot of our reply has been attached.
  
  Thank you! 

  Customer Answer

  Date: 08/04/2023

   
  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.
  
  Sincerely,
  
  ***********************