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:07/17/2023

  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 need prompt help processing a refund, in order to not have to pursue reversing charges on our **** card.We purchased a RadCity 5 ************* Commuter Bike on May 29. It gave an error 21 preventing operation from the start, but by powering off and back on again, we were able to operate it for a day or two. Then, the error 21 messages stopped going away when following the indicated troubleshooting steps, making the bike completely non-usable.We submitted a customer service ticket to Rad **********************, and were sent a replacement wiring harness and replacement controller.However, weve now taken the bike to two bike shops, and neither can fix the bike, because of multiple stripped bolts preventing the panels involved from being removed.We now have a bike that came to us not only as inoperable, but is also unrepairable on top of that. We have a limited amount of time before we need to pursue a charge back through **** and are looking for speedy cooperation in resolving this through an agreed refund and return.

  

  Business Response

  Date: 07/26/2023

  To Whom It May ************************* ID: ********
  Order:  1110264
  Customer: ******/*******************;
  
  We've responded to the customer's inquiry with the following ticket number: *******. A return has been authorized, a return label has been provided to the customer, and we have arranged a refund to be processed upon successful receipt of the returned merchandise. 
  
  A screenshot of our reply has been attached.
  
  Thank you!  

• 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.

  Good Afternoon,On Apr_8_2023, I wrote an email to your support email address requesting an update on when a recall repair for the faulty tires and liners on a Radwagon 4 would be replaced. Although I had filled out the recall form earlier, the customer service rep could not locate the info, so I filled it out again, and heard nothing. On May_9_2023, I followed up with another email, keeping the previous email in the chain, about the status of the recall replacement of the tires and liners, and received no reply. I followed up again on May_22_2023, heard nothing, and followed up on May_25. The entire email conversation was in the email chain. On Jun_7_2023, I received a reply indicating that parts restock was to take place on Jun_16_2023, but that date passed, and another month, with no follow-up.On Jul_17_2023, I sent an email, with the previous emails in the same chain, indicating my frustration, and requested one of the following options:1. Return my bike for a full refund.2. Escalate the request for replacement parts.3. Exchange the Radwagon 4 for one with the updated tires and liners.Note: The email has a reference of #********. We enjoy this bike, and would love to use it, but if it is unsafe to ride, we cannot, and are at the end of our rope attempting to find a resolution. Thanks for your time.

  

  Business Response

  Date: 07/24/2023

  
  To Whom It May ************************* ID: ********
  Order: 627695
  Customer: **************************************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. We have escalated their repair kit order and will be sending it out as soon as we have sufficient inventory. 
  
  A screenshot of our reply has been attached.
  
  Thank you!  

• Initial Complaint

  Date:07/17/2023

  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 whole heartedly regret purchasing my daughter's RR+ from RPB. I bought this 2K+ bike in April. Their website clearly stated you could add on the EXTEND (extra coverage, incl. accidental) up to 90 days after purchase date. I would not let her ride until I got the coverage. After spending over a month trying to get a hold of ANYONE at RPB via phone, email, text, retail store etc.- I received nothing but an auto reply email from support apologizing for the delay. I decided to reach out to EXTEND directly as RPB support & customer service is NON EXISTENT. Extend directed me to RPB support (which again does not exist). Over a month & countless emails, FINALLY a merchant success manager at Extend stepped in and made this right. She was outstanding & I was so grateful for her. She WAS NOT WITH RPB, she works for EXTEND. I purchased the 3 year plan for $359. We took delivery of the bike MAY 4th but it was not covered until JUNE 12th. For over a month, that bike sat unused in my garage. She rode the bike for less than a month before a very minor spill (July 1) that resulted in a flat tire. We inflated the ********* seemed to hold, so she took it out the next day. That day, in addition to the tire losing air again, the battery was not holding a charge. ******, yes -but thank goodness, I got the coverage, should be all good, right? No, not all good. Reached out to Extend and filed a claim which was approved July 6th. I was then told I had to deal with RPB support for the battery due to under the one year warranty thru them & the tire was on back order with no expected ETA. Hopeful things had improved with RPB support, I reached out regarding the ************* on the backordered tire. Nothing but the same auto-reply: "Thanks for reaching out to Rad Power Bikes! We are currently experiencing longer than normal wait times for support requests." So, the bike once again sits in the garage as the summer comes to an end. I so wish I had bought another brand.

  

  Business Response

  Date: 07/24/2023

  To Whom It May ************************* ID: ********
  Order: 1092464
  Customer: *****************************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply.
  
  A screenshot of our reply to the customer has been attached.
  
  Thank you!  

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20335061
  
  I am rejecting this response because:
  They state they are awaiting my response?  I responded with a lengthy explanation & proof why their response was not only unacceptable but fraud.  ************ needs to be held accountable.  I have attached a pdf of the email back & forth following this initial reply of theirs.

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

  

  Business Response

  Date: 08/12/2023

  Dear *******, 
  
  We understand that you remain dissatisfied with our previous response and feel that we have not adequately addressed your concerns. It's important to emphasize that we are committed to assisting our customers to the best of our abilities, and we have provided detailed explanations to each of your questions and concerns.
  
  While we respect your right to hold a different opinion, it's crucial to clarify that our policies are designed to operate within legal bounds, and we take our responsibilities seriously. We do not make such decisions lightly, and they are based on careful consideration of industry standards and legal requirements.
  
  Regarding your allegation of fraud, we strongly disagree with this statement. We have a firm commitment to transparency and integrity in our business practices. 
  
  Our goal is to provide you with the best possible service, and we value your feedback. We want to ensure a productive and respectful conversation, and we're willing to reevaluate the points of contention. If there are specific aspects you believe have not been properly addressed, please let us know, and we will do our utmost to clarify and resolve those issues.
  
  We've addressed the confusion regarding the Extend warranty add-on, ensuring it's no longer available as a standalone purchase. We value your input and will review the provided feedback and screenshots to enhance accuracy. While we understand the discomfort regarding your daughter's age confirmation, it's essential for safety compliance, and we'll revisit our approach for a more secure process. We have clearly disclosed this requirement before payment, aiming to educate users responsibly. Safety is paramount, and we appreciate your understanding of our commitment to rider well-being.
  
  Regarding the replacement tires for your RadRunner Plus, they have been in stock for the past three months, contrary to any misinformation. The link provided in our previous email confirms their availability since Mid-April. 
  
  It is on the record that the issues with your bike resulted from an accident. As outlined in our warranty clause this cause of damage is excluded from warranty replacement eligibility. We've confirmed that accident protection is part of your Extend coverage, and you need to contact Extend for a claim, while our Customer Support handles manufacturing defects. We value your feedback and hope to continue in a productive and professional manner. If interested, we can create an invoice for a battery replacement and a new tire.
  
  Thank you for giving us the opportunity to improve, and we hope to find a resolution that meets your expectations.

  
  

• Initial Complaint

  Date:07/17/2023

  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.

  In November 2022, I bought an ebike from Rad Power Bikes and enjoyed using it until late May 2023 when the battery would not accept an additional charge. I sent an email to the company describing the problem on May 31, 2023 and have never heard back from them. On Friday, June 2, I took the bike to one of its ****************** Centers, *********** in **************, **. The mechanic there who assessed the problem -- Buck, who has 24 years experience as a bike mechanic -- determined that the battery was faulty and began a series of five email exchanges with the company seeking a replacement of the faulty battery under its one year warranty coverage. After six weeks, there has been no resolution to the problem. The company continues to send me promotional emails wanting to sell me their bikes but has not resolved the issue with my faulty battery. Quite clearly, they are only interested in selling bikes, not standing behind them, honoring their warranty coverage and resolving problems that emerge. I would appreciate your help in securing a battery replacement.

  

  Business Response

  Date: 07/23/2023

  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.
  
  We show that you got ahold of our support team and a new order 1121067 for a battery was made on June 15th, 2023 and has now been delivered. 

  Thank you so much for your patience and we are glad you are back riding! 

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20334282
  
  I am rejecting this response because: The battery shipped to me under the order placed on June 15 was one I paid for out of my own pocket and had nothing to do with your support team addressing my warranty issue. Since the bike mechanic at Epic Cycles warned me that Rad Power Bikes was extremely slow in responding to warranty issues, I decided to purchase another battery for $645.13 including sales tax so I could continue to enjoy my bike until the warranty claim was honored. That still has not happened. Please reimburse me $645.13 for the battery I purchased or send me another battery under the warranty coverage that I may keep as a back-up.
  
  Sincerely,
  
  ***********************

  

  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 do not have any record of emails regarding needing a warranty replacement battery on your RadCity 5 Plus StepThru. In order to approve the reimbursement of the battery order you placed online, we will need to gather some photos and videos to approve. 
  

  Please respond within support ticket 1884304 with requested photos and videos so that we may review.

  Looking forward to hearing from you!

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20334282
  
  I am rejecting this response because: It has not yet resolved the issue and honored my warranty coverage. RAD Power Bikes' **************************** *********** in **************, ** -- has been exchanging emails with RAD's support group under Support Ticket ********* since early June but that still has not been resolved.  Under separate cover, a RAD support staff person -- **************** -- sent me an email requesting photos, videos and answers to specific questions substantiating the failure of my bicycle battery. Before I could respond, I had to get the battery back from Epic Cycles and was not able to do so until today because **** was not available to assist me and he was the only one who knew where the battery was. Having finally retrieved the battery today, I have responded directly to **************** with the photos, videos and answers to her questions. It is ridiculous that this has dragged on for two-and-a-half months and that RAD Power Bikes does not trust its own ************************* to determine whether the battery failed and the warranty coverage should be honored. I look forward to finally being reimbursed for the replacement battery I purchased out of my own pocket.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 08/28/2023

  I responded directly to **************** at Rad Power Bikes with the photos, videos and answers to her questions on August 18, 2023.

  

  Business Response

  Date: 08/30/2023

  To Whom It May ************************* ID: ********
  Order: #*******
  Customer: ***********************
  
  This message is to confirm a refund in the amount of $705.13 has been processed to the payment method we have on file for ******************, on the following date: 08/20/23. It typically takes 3-5 business days for this transaction to be reflected in their account balance. If the customer needs a firmer date of remittance, we recommend contacting their financial institution for further details. 
  
  A refund receipt has been enclosed with our response. 
  
  Thank you!  

  Customer Answer

  Date: 09/05/2023

   
  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:07/15/2023

  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 writing to file a complaint regarding the purchase of Rad City Plus step-thru made 7/11/22 Upon delivery it was unboxed and assembled. 8 days later a problem occured. I requested to return the bike as I didn't think a problem should be occuring after only 8 days. I was informed that I only had 7 days to request a return so not possible, but was told not to worry as bike was under warranty for 1 year. I took the bike to ***'s authorized repair dealer 8/10/22. The problem was the Alignment of the Derail Hanger. It was repaired as best as possible and I was informed by the repair shop that it could NOT be adjusted any further. If it happened again I would need a new derailer. On 11/19/22 New problem. Bike was taken to the authorized repair shop where new brakes, wiring harness, headlight and controller were all replaced.On 12/17/22 New problem occurred with the battery. A replacement had to be sent.On 6/20/22 New problem occurred. I called Rad, got a message that "Rad not accepting phone calls". I then emailed Rad requesting an order for a tail light and a new derailer. Reply received requesting photos to which I sent. *** then with replied with automated message " they would respond as soon as they could". I heard nothing. I sent several emails asking for an update as my 1 year warranty was to expire. I heard nothing. I have had trouble with this particular bike from day 1 of unboxing it. It is/was a "lemon" bike. A look back over the number of issues on my account with this particular bike is proof. I have followed all instructions to date and was awaiting further direction to fix the most recent problems when my warranty lapsed. This type of customer service is shameful!I should have had and still should have the option of returning and exchanging this bike for one that works properly. My bike has only 246 miles on it and is NOT rideable.I simply expect to have the use of the bike as it was paid for and intended to be used.

  

  Business Response

  Date: 07/23/2023

  Hi!

  Thank you 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.
  
  We would be happy to send you out a new derailleur and a taillight. We have followed up with you in ticket 1879549 to confirm a valid shipping address and get that sent out to you.

  Thank you for your patience! 

  Customer Answer

  Date: 07/27/2023

  I really feel like Rad should have paid for the repair not just sent the parts. The bike was under warranty for parts and labor.

  

  Business Response

  Date: 08/12/2023

  Dear *****, 

  We appreciate your understanding and value your feedback regarding the recent part replacement for your bike. We understand your expectation that the labor costs should be covered under the warranty, and we'd like to provide further clarification on our warranty terms.

  At Rad Power Bikes, we take pride in offering comprehensive at-home guides to assist our riders with installing parts and performing basic maintenance on their bikes. Many of our customers find these guides helpful and are able to successfully complete installations themselves. Our goal is to empower our riders to become more familiar with the repair and maintenance of their bikes, fostering self-sufficiency and ensuring a rewarding ownership experience.

  In line with our warranty terms, we cover the replacement of parts, ensuring that any defective components are promptly replaced. However, we do not cover labor costs or adjustments under the warranty. This policy allows us to provide quality parts and support while keeping our bikes accessible to a wider range of riders.

  We truly value your loyalty as a Rad customer, and we understand that situations like this can be frustrating. We're here to support you throughout the process, and our customer support team is available to assist with any questions you may have while installing the replacement parts. Please rest assured that our team is committed to helping you achieve a successful installation.

  We genuinely encourage our customers to embrace self-service when it comes to minor repairs and maintenance tasks. We believe this approach not only empowers you but also helps build a stronger connection with your bike.

  Once again, thank you for choosing Rad Power Bikes, and we appreciate your understanding of our warranty terms. If you have any further questions or concerns, please don't hesitate to reach out to us. We're here to help make your riding experience enjoyable.
  
  Thank you for being a Rad customer!  
  

• Initial Complaint

  Date:07/14/2023

  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'm March 2023 I ordered and received a new *** display panel order# *******. On 7/10/2023 that *** display panel went dark and no longer works. RAD has disconnected all their factory customer service lines they instead refer callers to a "live help desk" on their website. That help desk is worthless, I posed my question to the live help desk, 3 hours later they finally responded, their response was "we are now closed try again tomorrow." The *** display is under warranty, but I have no way of contacting Rad Power Bikes. I've purchased 3 bikes from RAD because of the stellar live US based customer service, I would never purchase another bike from them, and i was considering buying the new Rad 6. Stay away from Rad, there are better companies out there.

  

  Business Response

  Date: 07/20/2023

  Dear *****, 
  
  We understand your frustration with the recent issue you experienced with the *** display panel you purchased from ** in March 2023. We apologize for any inconvenience you have faced due to the possible malfunction of the panel!
  
  Firstly, we would like to clarify that your bike is no longer covered under its original one year warranty, and typically, we do not extend warranty coverage to replacement parts. However, we do stand by our commitment to provide excellent customer support.
  
  On July 17, 2023, our Customer Support team issued a replacement *** display panel at no charge to you, as we value your satisfaction as a valued RAD Power Bikes customer. The replacement was issued under order number 1145701. 
  
  Regarding your difficulty in reaching our **************** team, we sincerely apologize for the inconvenience you experienced when trying to contact us through our live help desk. We understand that timely assistance is crucial when resolving issues, and we acknowledge that the response time fell short of our usual standards. We are taking steps to address this and improve our support channels to better serve our customers in the future.
  
  While it's true that we no longer offer direct phone support, we have shifted our focus to providing comprehensive assistance through our online live help desk, email, and other digital communication methods. We assure you that your feedback has been noted and will be taken into consideration as we strive to enhance our customer support processes.
  
  We deeply regret that this experience has led you to reconsider purchasing from us again. Please know that we genuinely value your patronage and are always here to assist you with any future inquiries or concerns. Our team is committed to restoring your trust in RAD Power Bikes, and we hope you would reconsider your decision.
  
  We take great pride in our products and strive to deliver the highest quality service to our customers. We are continuously working to improve and offer better experiences to all our customers.
  
  If you have any further questions or require additional assistance, please do not hesitate to contact us via email at ********************************** or through our live chat on our website.
  
  Once again, we apologize for any inconvenience caused and hope to have the opportunity to restore your confidence in our brand! 
  
  Thank you for being a Rad customer!  

• Initial Complaint

  Date:07/14/2023

  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.

  I ordered a part for my bike and paid on **** that was to be shipped to me June 30th. It is almost impossible to reach anyone and communication is very poor. I have had some contact and have been told that my part is in stock however they are very busy with the purchase of new bikes and accessories. "It is not on backorder, we're just a little bit behind due to the number of recent orders to our warehouse. The part should ship anytime" This was sent to me July 7th. I have actually sent an email begging them to send me my part and they responded they can not control when it will be sent. I would like them to send me my part since I, in good faith, gave them my credit card for payment and they took that within 15 minutes. They, in good faith, should send me my part.

  

  Business Response

  Date: 07/20/2023

  We sincerely apologize for the inconvenience and frustration you experienced with your recent order for your display replacement. We understand the importance of receiving your purchase on time and the disappointment caused by the delay. 
  
  First and foremost, we deeply regret the clerical oversight that occurred with your order. It appears that a phone number was missing from the order details, which, unfortunately, prevented the automatic generation of a fulfillment record in our warehouse. This led to the regrettable delay in shipping your item, and we truly apologize for this oversight on our part.
  
  We acknowledge that our communication has been lacking and we understand the frustration this has caused. We have been facing an unexpectedly high volume of orders for new bikes and accessories, leading to some delays in our response times. However, this in no way justifies the lack of updates and transparency in keeping you informed about your order status.
  
  Please be assured that we have addressed this internal communication issue, and we are taking measures to streamline our processes to prevent such occurrences in the future. Rest assured that your part is in stock, and it is not on backorder as you were told previously. The delay was solely due to the issue with your phone number not being added to your order at the time it was rung up for you. 
  
  We are committed to resolving this matter promptly! Your part will depart from our warehouse within the next 1-3 business days. As soon as it ships, we will provide you with a tracking number, which will be sent directly to the email address associated with your order: *****************.
  
  Once again, we deeply apologize for any inconvenience caused and for the lack of communication. We value your business and trust in us, and we are committed to making it right for you. If there is anything else we can do to further assist you or if you have any questions, please let us know. 
  
  If you encounter any issues in the future, you can reach out to us by sending an email to ********************************** or by using our live chat feature for faster assistance. The live chat feature was reactivated recently to allow our customers to get help right away! You can reach us via live chat, Monday through Friday from 9AM to 3PM PST, by going to our *********** and clicking the "We're online ??" button that is located in the lower right-hand corner of our website.
  
  Thank you for your understanding, and we sincerely appreciate your patience in this matter.

  Customer Answer

  Date: 08/02/2023

   
  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:07/14/2023

  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.

  I paid $224 lock off the Rad Power Bikes website on July 2 2023.Their site said it was in stock and it would be shipped within 4 days. On Friday, July 7, 2023 I emailed Rad Power Bikes to ask for an ETA as I still had not received a confirmation that my item was shipped. Rad response was they "Process/Fulfill" shipment times within 3-5 business days. On Monday, July 10th I wrote them again and told them my order still hadn't processed and asked for an ETA. I let them know I ordered this item because of their 4 day shipment promise. RAD no longer has a phone support system. I tried chatting with a support person on the Rad website in the morning but no one responded until that evening and they confirmed my order was still unfulfilled. I asked them to cancel my order (30-147031) as it wasn't fulfilled as promised. I received an email response saying they needed to speak to their manager about canceling my order. Within an hour I received an email from a different rep that my order was confirmed and they gave me a tracking number. The fed ex tracking number ************ just shows label created & has remained in that state all week (it is now July14). I called Fed Ex and they said Rad only created a label and hadn't called them for pick up and to deal with ***. I called *** and they said out of their hands as it's with the courier. I called Fed Ex again and they need Rad to contact them with more details so they can locate the package. I wrote *** saying Fed Ex needed info from them. On July 14, *** responded with saying they can't do anything for 14 business days & to email them again after Monday if i don't have my ordered item. A similar shipping issue occurred Oct 2022 when i purchased my ******************* I had to go through the same thing but back then you could call their support line. In that incident, they claimed their systems were down. They told me my bike was backordered but that same day I came home to my bike in a box on my doorstep.

  Customer Answer

  Date: 07/17/2023

  Thank you for reaching out to *** and sending them my notice of complaint. It appears they have now contacted fed ex as i received a note from fed ex that my order was finally dispatched and should arrive on Monday. 
  
  Please close this complaint as resolved 
  

  
  

  

  Business Response

  Date: 07/20/2023

  Dear ********, 
  
  Thank you for updating your submission to the Better Business Bureau to reflect that Order #**-147031 was delivered successfully! ****** Tracking Number: 656216197709)
  
  Please don't hesitate to reach out if you need anything else. 

  If you encounter any issues in the future, you can reach out to us by sending an email to ********************************** or by using our live chat feature for faster assistance. The live chat feature was reactivated recently to allow our customers to get help right away! You can reach us via live chat, Monday through Friday from 9AM to 3PM PST, by going to our *********** and clicking the "We're online ??" button that is located in the lower right-hand corner of our website. 

  Thank you for being a Rad customer!  
  

  
  

  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:07/13/2023

  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.

  In June 2023, I placed an order for two bikes and accessories totally nearly $3,000. Unfortunately, I encountered some issues with my Rad Rover 6 bike. Firstly, there was a hydraulic fluid leak, and to make matters worse, the right pedal completely snapped off. Additionally, I had requested the cancellation of the back seats for the Rad Wagon, as they were on backorder, and I wanted to receive store credit instead. This would allow me to purchase another accessory. Regrettably, my attempts to contact customer support have been largely unsuccessful. The only response I received was an email providing instructions on how to switch out my brakes. It has proven incredibly difficult to reach anyone within the company, and this lack of communication has been frustrating.

  

  Business Response

  Date: 07/19/2023

  To Whom It May ************************* ID: ********
  Order: 1111809
  Customer: **********************;
  
  We've responded to the customer's inquiry with the following ticket number: *******. A refund has been applied for the seats the customer wished to cancel from their order. We have requested additional information regarding the nature of the issues noted in their original complaint and we are awaiting their reply.
  
  A screenshot of our reply has been attached.
  
  Thank you!  

  Customer Answer

  Date: 08/02/2023

  Yeah they took care of that issue bet we now have another issue regarding the other bike we purchased from them. The driver side right pedal snapped off the our rad wagon. Both bikes were purchased at the same time 

  

  Business Response

  Date: 08/11/2023

  Hi!

  We have followed up in your support ticket ******* and have created a warranty replacement order to send you a new set of crank arms for your RadWagon and a set of pedals, as well. We sent out both the left and right crank arms for your RadWagon 4. One version of the cranks we have on our Wagons is a square hole and the other version is circular and it's important they match up. 
   
  Your order number is 1160685 and your items are in transit via Fed Ex 782313806383. 

  Please let us know if you have any additional questions. 

• Initial Complaint

  Date:07/13/2023

  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 tried getting a rad power bike through paybright in 2021. It got denied but apparently it was confirmed and approved by paybright. I tried contacting paybright since June 1st and no reply or any help at all. They told me I have to contact the merchant. I tried contacting rad power bike and they told me I have to contact paybright. ****** from paybright has told me to contact them then told me after for proof of the contact email. Since 2021 paybright and rad power bike have been stealing my money and never provided me a bike.

  

  Business Response

  Date: 07/19/2023

  Hi! 

  Thank you for writing in. As we have previously mentioned on all of your recent social media posts, we show no Rad accounts with any orders for you. There were 2 Rad profiles created under your name with email addresses **************************** and ********************* but no bike orders were ever completed. We would have had to received payment from Paybright or one of our other payment methods to generate a bike order. We do not have payment from you or an order. If you have been making payments to Paybright for anything, please follow up to see what those payments went to because it was not with us. Please respond back with proof of order and all of your payment history. The only thing you supplied was a screenshot from an email showing we do not have orders for you. This is accurate. Please provide proof of payments from Paybright and to what account it is connected too. 

  Looking forward to hearing from you.