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 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

  
• 

  Rad Power Bikes LLC

  275 W 5 Ave Vancouver, BC V5Y 1J3

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:07/23/2023

  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.

  Purchased our bike in June 26. During the purchase process the sales woman assured us that in us having the product shipped to another city they have plenty of shops that they work with to assist. Not only did she not type in our phone number which lead to the bike never being shipped, but we received the bike Friday 7/21 and it doesnt work. I have called over ************************* which not 1 time has anyone answered the phone or returned a phone call. I have also send help requests to *** and not one time in the past month have they replied. **** the manager has no solutions as to how to fix the issue other than me spending my own money to bring the bike back and buy a 500$ bike rack to do that. They in fact DO NOT WORk with anyone in our town and we were told lies. Again i can show you all phone records that show over 125 phone calls. Now i get a cal from **** at ************** who says to email help at rad bikes. They havent returned one email in over a month and now we have a 1600$ bike sitting at a house we dont live in that they tell me they cant service or help.we are livid.

  

  Business Response

  Date: 07/31/2023

  Hi!

  Thank you for taking the time to write in and share your experience. 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.
  

  Apex Mobile Bicycle has gone out to you and order 1157142 was placed for a new rear wheel today. They will also be installing for you. We apologize for the frustration that you experienced regarding your new bike, this is certainly not the experience we wanted you to have. 

  Please reach out with any additional questions! 

  Customer Answer

  Date: 07/31/2023

   
  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:07/22/2023

  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.

  I purchased the RadCity 5 Plus e-bike grime Rad Power Bikes from their online store on April 27, 2023bike arrived at a local bike shop for assembly the first week of May. The bike had a faulty controller which was replaced under warranty before I even picked the bike up. After less than 3 weeks later and with only 50km of riding bother the front and rear hydraulic brakes began to fail. Apparently RAD shut down all phone lines and online chat functionality because of massive layoffs on or about April 23, 2023 which I was not aware of. Because of this it took almost one full months before RAD responded to my email. Once they did responded the new brake components were shipped out. After the new brakes were installed and tested and maybe 30km of riding the brakes failed again. *** had asked me to send video evidence of the issues, which I have done. I had requested they send brake components from one of their other models that have an almost zero failure rate and are refusing to do so. They are also refusing to cover the labour to complete the repairs. RADs customer service is the worst I have ever experienced and all I want is someone to respond in a reasonable time and honor their warranty and products! I spent $4500.00 on two of these bikes and feel that these are the most expensive paper weights I ever purchased as they are simply not reliable!

  

  Business Response

  Date: 07/29/2023

  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 reviewed your orders and see that you did reach out previously on social media and in support ticket ************. An order 30-146199 was placed on June 26th by our support team for front and rear hydraulic brake assemblies which the bike shop received and installed. 
  
  We see that you then contacted us in support case id ************ and the representative stated that the bike shop may not have bedded the brakes in and that is a common reason for the noise you may be experiencing. The only user adjustment that can be done to the Hydraulic brakes is brake pad replacement, Brake Rotor Truing, re centering of the brake caliper and bedding in the brakes. We cannot send brake components from one of our other models as you requested. 
  
  Please reply within that support ticket with the documentation previously requested so that we can further assist. 

  Customer Answer

  Date: 08/02/2023

  I travelled from ******* to Rads ********* store and was able to speak with someone in person and was able to get the parts I needed to get my bike up and running. Had a great experience in their store, just wish their on line / email support was just as good!!

  for now my issues is resolved.

• Initial Complaint

  Date:07/21/2023

  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.

  Have the PowerWagon. There was a recall in 2022. I attempted to have my recall service at that point and was not able to get a hold of anyone for months and months. Finally was able to contact someone at the local *** store (this would have been something like my 25th attempt). He told me to bring it in and he'd have the recall work done in a day. I called the next day and could not contact anyone. After several days of calling I reached someone who told me he didn't have information on the status of my bike and would make sure someone got back to me.It has not been a month to five weeks with my bike "in the shop" for a recall without repair, phone call, or ability to talk to a live person.This bike is one of my chief forms of transportation. I have been on a dangerous (recalled) form of transportation for over a year and without the transportation completely for a month to five weeks.I am not able to reach anyone at the *** store or at the corporate office in *******.

  

  Business Response

  Date: 07/29/2023

  Hi!

  We apologize for the delays in getting through to our retail team for the status on your RadWagon4. We have reached out to the team to get a better estimate of the completion on *********** kit install. We will be following up with you by Tuesday 8/1. Thank you so much for your patience! 

  Customer Answer

  Date: 07/29/2023

   
  Complaint: 20356592
  
  I am rejecting this response because:

  a) it passes the blame to the retail store   I have not been able to get an answer from *anyone* at any level or location in Rad for **** months  

  b) I received a similar email from them last Thursday 7/21 and they did not come through on their promise   This is just another pass the buck / kick the cab down the road response  

  c) I dont want a status on my bike; I want my bike back and I want some form of remuneration for not being able to use the bike for almost a year  

   

  This resolution is without substance or satisfaction.

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

  

  Business Response

  Date: 08/08/2023

  Hi!

  The ************** Store did follow up with you regarding the wheels you dropped off and they informed us you did pick them up, but the wheels you dropped off were not for a RadWagon. You asked for tires to fit the wheels and the store provided them as a courtesy. These were not associated with the RadWagon or the recall.

  The ************** store does have the RadWagon repair kits in stock. Is there a time when you can come down to get the RadWagon repair kit?  We have followed up with you in ticket 1884743 to obtain more information. 

  Looking forward to hearing from you! 
   

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20356592
  
  I am rejecting this response because:

  - it is factually inaccurate 

  - Rad refuses to accept blame for their bad behavior and causing me to be without my bike for an extended period of time whilst being unreachable 

  - my tires were retuned to me damaged to the point of being unsafe to use  

  - Rad has declined to make it right  

   

  - the whole point of BBB is to give a business an opportunity to do better and to act ethically   If they do not one wouldnt accept their actions and would want other potential customers in the market to beware.    This is the situation I find myself in  

  - furthermore Im convinced I would still be struggling to hear back from Rad without pressure from BBB    Terrible way to do business   

   

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

• Initial Complaint

  Date:07/20/2023

  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.

  I have ordered ******** 6 plus order# **-145678 on June 22, 2023 and was delivered on June **, 2023, the bike was defective right out of the box. The controller display and UI center display does not work. Contacted the support team and they send me a replacement controller along with wiring harness. I have take the bike to the shop for this repair and paid $140.00+ tax still the new controller and new wiring didn't resolve the issue. I'm so disappointed with the level of customer service and troubleshooting so I want a full refund for my money due to defective bike or replacement a new bike that is working.

  

  Business Response

  Date: 07/26/2023

  To Whom It May ************************* ID: ********
  Order: 30-145678 
  Customer: ******************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply.
  
  A screenshot of our reply has been attached.
  
  Thank you!  

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20349178
  
  I am rejecting this response because: they have simply created a ***** label but not movement on the shipment. (Screen shot of ***** is attached) I have contacted their chat support and they're saying the replacement items were pickup from their warehouse but no updates are showing on the shipment. and I have to wait 14 full business days.

  It has been over a month trying to resolve the issue with this company but the level of communication and resolving the issue is very poor!

  I have been trying to get a supervisor to speak on the phone but no one contacted me as of yet. The bike is defective so either needs to be replaced with a new one that is working or simply issue a refund and take back the defective bike.

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

  

  Business Response

  Date: 08/12/2023

  Dear ****, 
  
  We apologize for the inconvenience you've experienced during this process. Your frustration is completely understandable, and we want to assure you that we take your concerns seriously. Our goal is to provide a smooth and timely resolution for every customer, and it appears that we have fallen short in this instance.
  
  We are pleased to inform you that a senior customer support agent has been closely following your case via ticket number ******* and has been in communication with you. Your feedback is essential in helping us improve our service, and we assure you that we're working diligently to address this issue.
  
  We received your email today confirming that you are in receipt of your replacement parts and we are awaiting an update on the status of your request once you have installed them. 
  
  Thank you for giving us the opportunity to rectify this situation, and we apologize once again for the inconvenience you've faced. We value your business and are committed to finding a solution that meets your expectations.
  
  Thank you for being a Rad customer!  

  Customer Answer

  Date: 08/15/2023

   
  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,
  
  ******************

  Customer Answer

  Date: 08/15/2023

  Hello Radpower team,

  I have received the replacement parts and got them installed, at this moment the issue has been resolved. 

  Thank you for your support. 

  Regards

• Initial Complaint

  Date:07/19/2023

  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.

  In May, 2022 we purchased a RadRover 6 ************* Fat Tire Bike. Order #******. We used it until winter at which time we stored the battery inside our house. This spring, the battery would not charge. We tried for several weeks to get a response from the company. We finally got an email directing us to the website *********** which was no help. We had already tried that. Then we searched for a ******************* near us. We took it to ***** in ************, **. They have had the bike for a month. The only response they have received from the company is that it "sounds like a battery problem" and they would be sending a new battery. It has not come as of today, July 19. This is unacceptable!! There is clearly a problem with their product as well as their customer service! We expect to have a new battery, at no charge to us, within the next two weeks.

  

  Business Response

  Date: 07/26/2023

  To Whom It May ************************* ID: ********
  Order: 778605
  Customer: *************************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply with the requested documentation to get a battery replacement approved as a warranty exception.
  
  A screenshot of our reply has been attached.
  
  Thank you!  

  Customer Answer

  Date: 08/03/2023

   
  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:07/19/2023

  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 purchased RadRover 6 Plus on June 21, 2023, order number ***** and have tried numerous times to contact them via email and via their online chat but to no avail. Even emailed multiple vides showing the issues but no response aside from the first automated response. The battery has been fully charged but when I push the power button and the light goes on, the ** display shows '00' and there is no PAS but the **************. When I push the power button off an '8' appears in the remote PAS window and the lights on the bike still stay on. Only way to turn the bike off is the remove the battery. I have looked at sending the bike back, but would cost me appox $700 in shipping and restocking fees. Obviously my preference would be to have the bike repaired so I could use it. Very disappointing as the purchase of the bike isn't cheap and would expect their support to be much better.

  

  Business Response

  Date: 07/26/2023

  To Whom It May ************************* ID: ********
  Order: 30-145452
  Customer: ****************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply.
  
  A screenshot of our reply has been attached.
  
  Thank you!  

• Initial Complaint

  Date:07/19/2023

  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 own two Rad Bikes. One has been broken for nearly a month and I can't get any support from Rad. I have reached out multiple times with no response. The bike shop where I have the bike has reached out multiple times with no response. What can a consumer do to get assistance. They do not take phone calls. Their online support is always offline and they don't respond to emails. Very frustrating

  

  Business Response

  Date: 07/26/2023

  To Whom It May ************************* ID: ********
  Order: 825582
  Customer: *******************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply.
  
  A screenshot of our reply has been attached.
  
  Thank you!  

  Customer Answer

  Date: 08/09/2023

  They have responded to me and are sending a part.  However, the part has not been received and we still don't know whether it is going to work or not

• Initial Complaint

  Date:07/18/2023

  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.

  Radpowerbikes as zero cusomter support. So if you place an order and decide to cancel it you cannot. Then the order ships arrives and you have to pay to ship it back and 30% restocking fee.A company cannot run like this where customers have zero support for items they purchased.All reviews and online forums report that everyone has had the same experience. I bought a bike that was recalled and they still sent it to me and I got a flat tire and fell. This was a known issue that they ignored and I will seek legal counsel to see how I should move forward.Their company is a scam. Once they take your money you have zero recourse for refunds, service or help.

  

  Business Response

  Date: 07/26/2023

  Hi!

  Thank you for writing in. We apologize for any frustrations that you have experienced and we extend our sincerest apologies for anything that was unclear or caused confusion. 
  
  Your RadWagon4 order 1126570 placed on June 22, 2023 would not have been part of the recall. Your bike already had the new tires, rim strips and tubes put on prior to shipment. 

  You also stated in your chat (Case# ************) that you filed a credit card dispute for the accessories and your credit card company removed the charge. So you now have the products, have not returned them and have been refunded by your bank by your own admission. 

  Please let us know what specific questions we can answer for you and if you would like return labels to return the accessories you have since you have been refunded in full. 

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20338747
  
  I am rejecting this response because: I would like to ship the items back to your company but refuse to pay to return them to you as I tried to cancel this order right away. Due to your companies lack of customer service team members you cannot answer phones or respond to emails in a reasonable time frame. 

  Please send me return labels so I can return your product to you. I refuse to pay to send them back due to your company not investing in customer service agents who can pick up the phone.

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

  

  Business Response

  Date: 08/06/2023

  Hi! 

  Which items were you wishing to return and can you provide documentation of what items you stated your bank refunded you for? 

• Initial Complaint

  Date:07/18/2023

  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.

  On June 18,2023 I placed order ******* online. Based on the website description I thought I was placing an order for a bike that they would build they would have a variety of features that I had selected on the website. Immediately after clicking the buttons on the website I saw my order summary showing a bunch of piece parts rather than a completed bike. I have no assembly skills so there is no way I could put it together. The order was placed late at night so I waited till the next day to try to give them a call to get clarification. I tried calling over and over and tried using the chat feature on their website but nothing worked. It just kept saying to email so I tried emailing but got no response. I then tried canceling the order but it would not allow me to do that. I emailed several times asking for the order to be canceled but no response. I contacted my credit card company to let them know what was happening and then I see that on their website it appears that they canceled the order for the bike and refunds **** of the **** total. A few days later I see that they are starting to ship pieces of the bike to my house. I sent more emails asking them to stop. I finally get an email from the company about a week later saying that they were just getting to their email and could no longer cancel the order because it had started to ship and that I would have to return the items at my own expense and pay the restocking fee. It is now a month later and they are still shipping parts to my house. I have sent them emails begging them to stop. At this point it is just harassment. I went on the website today and now I see they reversed the previously refunded bike and are processing that for shipment. I am seriously in tears because they will not stop. The bike is huge and there is no way I can handle returning that by myself. I am alone with a disabled child. I just want them to cancel the order and stop shipping items to my house and leave me alone.

  

  Business Response

  Date: 07/24/2023

  To Whom It May ************************* ID: ********
  Order: 1123642
  Customer: *********************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. At this time, we are unable to process any refunds as there is an open chargeback or payment dispute with this order. However, we have indicated our desire to resolve this amicably and have offered to schedule a ************ of the items the customer wishes to return. 
  
  A screenshot of our reply has been attached.
  
  Thank you!  

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20336968
  
  I am rejecting this response because: Absolutely none of the items were in transit when the order was cancelled. You shipped all of the items after I sent numerous emails telling you to stop. I had to contact my credit card company because you refused to respond. Your refusal to handle this properly has lead to all of these issues and you continue to send products to my house more than a month after the order was cancelled. You had numerous opportunities to resolve these issues and you refused to do so. Only now when I file a complaint do actually respond. Your response is full of lies. Hopefully this report will prevent others from being mistreated in the same way and they will take this a warning not to do business with your company!!!!

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

• Initial Complaint

  Date:07/17/2023

  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.

  We have been in correspondence with Rad Power Bikes since 2/22/23. Case ID ******* Tracking ID #1 * bike ************ and Tracking ID #2 ************ On 2/22/23 My wife and I purchased the RadRover 6 plus Fat Tire High Step and the RadRover 6 plus Fat Tire Step-Thru along with a bundled accessory package deal. Originally, we were overcharged for the accessories but the next day Rad Bikes did thankfully refund us $419.16. The accessories, which all came separately in 4 small boxes from different locations, were successfully delivered to our address. However, our * bikes never made it to our home. We asked for a signature required upon delivery. They were never delivered to us. According to Rad Bikes both bikes were delivered on the following day 2/23/23 by ***** and were signed by an *********? No one lives at our home but my wife and I. We were not home at the supposed time of delivery. We attempted to file a complaint with ***** only to be told that we had to go through Rad Bikes. Which we did. We had made numerous phone calls, and emails to Rad Bikes. They said they had to open an investigation and that it would take a while. Later they concluded the bikes were delivered to our home. They then told us to file a police report and said that the bikes must have been stolen from our porch? We were advised by VPD not to file a police report as the * bikes were never in our possession. We tried to seek a refund from our credit card company but to no avail. The pictures that were sent by Rad Bikes confirming delivery were only the pictures of the accessories. Not the * bikes. We are now asking Rad Bikes to make good on our initial purchase of 2 *- bikes or a refund of $4200.10. We do find it interesting that both of the separate * bike boxes on the travel history, from Fed *x, shows a shipment exemption of Barcode label unreadable and replaced. In the end, we are hopeful that Rad Bikes will do the right thing. Looking forward to a resolution.

  

  Business Response

  Date: 07/24/2023

  Hi! 

  Thank you for writing in. We have previously followed up with you in ticket 1783658 and had asked for police reports, but you did not provide those. We do not cover stolen packages as stated in our Terms of Purchase here in Section 4F: 

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

  We then launched a ***** investigation and they have concluded their investigation with the hub and driver that delivered the bikes. They've closed the case and confirmed that the bikes were successfully delivered to the correct address.

  You then disputed the charge with your bank and they have concluded their investigation as well. 

  We will not be able to refund this purchase or send a replacement, we apologize.