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:07/13/2023

  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.

  The rad rover 6 plus I purchased has an error 30 code. I emailed support the start of June explaining that I followed the website trouble shooting instructions and still have the error. I have received two responses asking me to do the same thing and I have responded to both and included photos of all connections. I believe the controller is bad. It has been 43 days since this issue has been open and I am no closer to resolution than when I began. The bike is still under the 1 year warranty. Case #********.

  

  Business Response

  Date: 07/18/2023

  To Whom It May ************************* ID: ********
  Order: #****** 
  Customer: ***************************
  
  On July 14th, 2023 we assisted the customer with a controller replacement to correct the Error 30 code that was observed with their RadRover 6 Plus. The order number for this replacement part is *******, and the ***** tracking number is 781294311247.
  
  The issue has been resolved and we are confident a controller replacement will address the issue with ************************** bike. 
  
  Thank you! 

• Initial Complaint

  Date:07/12/2023

  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.

  Purchased expensive electric bike in Jan 2023. At this time the battery will not hold a charge. When you dial the one 800 number for rad power bikes support you get a recording that says theyre not taking phone calls. When you email them you get a response that says theyll be back with you shortly. When you use their online chat, which shows they are online you sit there with nothing. I have sent 45 emails over the last three days and I have logged into their chat six times and sit there for almost an hour each time no response.

  

  Business Response

  Date: 07/18/2023

  Dear ****: 
  
  We want to start by expressing our sincerest apologies for the frustrating experience you've had with your bike's battery and the lack of timely support. We truly understand how important it is to have a reliable means of transportation and we're very sorry for any inconvenience this situation may have caused you.
  
  Your feedback is invaluable to us, and we want you to know that we have taken it seriously. We've worked closely with our Brooklyn retail team to ensure that a battery will be set aside for your visit from July 28th to the 30th, so we can address the issue promptly and get your bike up and running once more! 
  
  Regarding the difficulties you faced while trying to reach our customer support, we fully acknowledge the need for improvement. We've been actively working on enhancing our support channels to provide a more responsive and effective service to all our customers. Your experience serves as a clear signal that we need to step up our game, and we assure you that we are committed to making the necessary changes.
  
  To make your upcoming visit a little more pleasant, we've also sent you a Rad Power Bikes gift card. This way, you can choose an accessory or spare part for your bike while getting your battery taken care of.
  
  Once again, we genuinely apologize for any inconvenience and frustration caused. Our aim is to offer you the best possible experience with your electric bike, and we hope that our efforts to address the situation will meet your expectations.
  
  Thank you for being a part of the Rad Power Bikes community, and we look forward to providing you with the support you deserve in the future! 

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20312156
  
  I am rejecting this response because:

  The final resolution has not been completed. 

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

  

  Business Response

  Date: 08/05/2023

  To Whom It May ************************* ID: ********
  Order: 1054370
  Customer: *********************
  
  We understand the customer's concern and promptly addressed their inquiry by assisting them via support ticket #*******. Currently, we are awaiting their response. Regarding the customer's original issue with their battery concerns, we believe it has been resolved, as the customer received their battery replacement on July 29th. We also empathize with their situation and are genuinely remorseful for any inconvenience that has been caused. In acknowledgement of the customer's patience and understanding, we sent them a $100 gift card on July 18th.
  
  However, it's important to clarify that certain expenses fall outside the scope of our warranty coverage. As a result, we regretfully had to decline their request for reimbursement in adherence to our company policy. We genuinely apologize for any inconvenience this may cause and remain committed to providing unrivaled customer service while ensuring consistency with our policies for all customers.
  
  A screenshot of our most recent reply to the customer has been attached.
  
  Thank you!  

• Initial Complaint

  Date:07/12/2023

  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.

  We purchased 2 rad rover 6+ electric fat tire bikes on August 27, 2022 one of which is a high step and the other step through. Order number ******. In October 2022 rad replaced the battery on the high step bike due to it not taking a charge. This high step bike is still having issues with the battery not lasting that long, about half the time of the step through bike due to either issues with the bike or the new battery that they sent. Our step through bike has been having issues with the tail light staying lit when bike is completely turned off only able to turn off when battery is completely removed from bike. We have been trying to contact rad bikes by phone and email about these issues, and rad bikes has not got back to us. We would like these issues resolved. We would like a new battery for the high step bike, which hopefully is the problem and not something electronic in the bike that is draining the battery or a new bike since since this issue has gone on since month two of owning the bike. Also, we would like the tail light issue fixed with the step through bike.

  

  Business Response

  Date: 07/18/2023

  To Whom It May ************************* ID: ********
  Order: 912568
  Customer: *********************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. We've requested documentation of both issues noted with their bikes (battery not charging, taillight not working) so that we may move forward with the warranty replacement process. 
  
  A screenshot of our reply has been attached.
  
  Thank you!  

• Initial Complaint

  Date:07/12/2023

  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 this bike from them online on July 17th 2022. Since then I have had several problems with their product namely the battery and being able to reach them online for customer support. First the battery issue. The batteries that are sold with the bikes seem to be very unreliable or difficult to keep charged which usually results in a completely dead battery. Once completely dead, there is no coming back from that, the battery requires replacement. I have had the battery replaced under warranty once fro being completely dead and since then the second battery has completely died. I have also tried, unsuccessfully tried to contact their customer support for a warranty related issue for a broken display on the bike. I have emailed them twice, once on June 1st with no response and I sent a second email on July 12th. Their customer service phone number listed on ******* they do not list it on their site, states that the phone lines no longer work. Their live chat states that they are experiencing extremely longer wait times and should respond, but again nothing happens. I just want the battery replaced and the broken part fixed so I can use the **********.

  

  Business Response

  Date: 07/18/2023

  To Whom It May ************************* ID: ********
  Order: 853966
  Customer: *******/*************************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. We have requested additional information so that we may troubleshoot this issue and determine if replacements are necessary. 
  
  A screenshot of our reply has been attached.
  
  Thank you!  

  Customer Answer

  Date: 07/27/2023

  We have sent the information that was requested by the company to them on July 19 and have not heard back.  I have since sent two follow up emails asking if they have received the information that was requested and have not heard back from them.  I will keep sending follow up emails but this is ridiculous.  

  Customer Answer

  Date: 07/27/2023

  We have sent the information that was requested by the company to them on July 19 and have not heard back.  I have since sent two follow up emails asking if they have received the information that was requested and have not heard back from them.  I will keep sending follow up emails but this is ridiculous.  

  Customer Answer

  Date: 07/27/2023

  We have sent the information that was requested by the company to them on July 19 and have not heard back.  I have since sent two follow up emails asking if they have received the information that was requested and have not heard back from them.  I will keep sending follow up emails but this is ridiculous.  

  Customer Answer

  Date: 07/27/2023

  We have sent the information that was requested by the company to them on July 19 and have not heard back.  I have since sent two follow up emails asking if they have received the information that was requested and have not heard back from them.  I will keep sending follow up emails but this is ridiculous.  

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20311259
  
  I am rejecting this response because:
  
  I sent the information that was requested by Rad Power Bikes on July 19th. We have not heard back from them since, regarding whether or not they even received the information.  I have followed up with them on July 24th, but I still have not heard back from them since they requested the information that we provided. This is getting ridiculous with this company.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/06/2023

  Hi!

  Your battery replacement was placed on order 1154523 and was delivered via ***** tracking 587556766440. 

  Your UI remote replacement was placed on order ******* and was delivered via ***** tracking 781768379537.

  If you have any additional concerns, please respond via your support ticket 1877825. 

  Thank you so much for your patience! 

  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:07/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a RAD Power bike in June of 2022 as I was diagnosed with a connective tissue disease and needed something to do with my kids and still keep up with them. I am from ** so riding can get limited due to weather. We started having complications with the motor in the rear wheel and contacted the company. We were instantly told that the bike is 10 days past warrenty. My bike has 20 miles on it. To put things into perspective their return policy is 30 days and 20 miles and a 1 year warrenty on the bike. This company has been less than helpful as far as getting back to us. I have reached out via ******** and they have now blocked me from their page or even messaging them. We checked in yet again as reaching out to THEM has been going on for over two weeks with almost no return message or any help in the direction of fixing the bike. We did receive an invoice for a new motor for the bike at a discounted price of $500 from $600. With zero explanation. This bike was iver $2000 I would expect to have this problem fixed but they have been zero help.Customer service #******** Order #******

  

  Business Response

  Date: 07/18/2023

  Dear *******, 
  
  We want to extend our sincerest apologies for the inconvenience you've experienced with your RadCity 5 Plus and the difficulties you encountered in resolving the motor complications. We truly understand the importance of your bike, especially in light of your connective tissue disease and the desire to share meaningful moments with your children.
  
  Our warranty policy is indeed not based on mileage but rather on the duration of ownership. We offer a 1-year warranty from the date of purchase, which aims to cover any manufacturing defects that *** arise during this period. However, due to the unique circumstances of your situation and the challenges you faced in getting in touch with us, we decided to make an exception as a one-time courtesy and issued a replacement motor outside of the warranty coverage period.
  
  Nonetheless, we must acknowledge that the time that has elapsed since your purchase made it difficult for us to verify the specific details of your warranty claim. We genuinely wish we could accommodate every situation, but as a company, we also need to ensure fair and consistent treatment of all our customers. Please understand that our decision to issue the replacement motor was an act of goodwill, although your request for replacement fell outside of the standard warranty timeframe.
  
  We deeply regret any communication lapses that occurred during your attempts to reach us, and we acknowledge that this was not handled in a manner that meets our usual standards of customer service. 
  
  Regarding the discounted invoice for the new motor, we understand that you were looking for an explanation, and we apologize for not providing one. The discounted price was offered as a gesture of goodwill to assist you with the cost of the replacement motor, and we should have clarified this in our communication with you.
  
  Your satisfaction is of utmost importance to us, and we genuinely regret that your experience with Rad Power Bikes has been less than satisfactory. We are committed to making this right and to ensuring that you can continue to enjoy the benefits of your bike.
  
  Your order number is *******. You will receive a notification when your order departs our warehouse and is on its way to you, so be sure to keep an eye on your email inbox for important order updates. 
  
  We humbly request that you allow us another opportunity to assist you with any further concerns or questions you *** have! You can reach out to us directly either via live chat or by sending an email to ********************************** and our team will be more than willing to work with you to resolve any outstanding issues.
  
  Once again, we apologize for any frustration or inconvenience caused, and we hope you can give us a chance to regain your trust in Rad Power Bikes. 
  
  Thank you for being a Rad customer!  

• Initial Complaint

  Date:07/11/2023

  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 need to return an item. Phone lines are not attended with recording stating to use email. Chat line is off-line during the time they state they are available. Both previous email attempts *** sent took weeks to be answered and then were responded to with a scripted apology and explanation of how to reach them without ever addressing the questions and concerns of the email instead sf addressing my concern. Their stock standard responses to my previous emails are totally unsatisfactory. Now I have a third need to communicate with them for a return and still no way to speak to someone. I have understanding for staffing issues but using email as an only way of communicating and then stalling techniques instead of true customer service to help people who have put their faith in the company and purchased equipment, is incredibly poor customer service and business practice.

  

  Business Response

  Date: 07/18/2023

  To Whom It May ************************* ID: ********
  Order: 1123992
  Customer: ************************;
  
  A return label has been emailed to the customer and a return has been authorized through our Online Returns Portal. Attached is the shipping label that was emailed to ****************** on July 13th, 2023. Upon receipt of this item, we will be happy to issue a refund to the payment we have on file for ********************!
  
  Thank you!  

• Initial Complaint

  Date:07/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family purchased a RadRover6 for me for Christmas of 2022. I didnt begin riding it until the past two months. The first 40 miles of riding had no problems, but then began to not start about 50% of my attempts. At 74, I cant take the bike a long distance with fear of it not starting for my return I filed a service report with Rad about 3 weeks ago. After 2 weeks I recieved a response from a VP telling me that my claim(38702541)would be prioritized but after another week I have heard nothing.

  

  Business Response

  Date: 07/17/2023

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

  Customer Answer

  Date: 07/28/2023

   
  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: 07/28/2023

  I responded to *** on July 21 with a video of ******* not running. On July 27 they responded to me that after reviewing the video, they will send parts andinstructions for me to replace.

• Initial Complaint

  Date:07/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im 2021, Rad Power notified customers of the Rad Wagon 4 bike that the tires sold on the bike were defective and that we needed to stop riding immediately and wait for replacements. I filed a claim and received my replacement tires for the tires that were installed on the bike at purchase. However, I had also bought a pair of spare tires when I bought the bike. These tires were also found to be the recalled tires. I filed a separate claim for these tires on 9/11/2022, as directed by a Rad Power customer service associate. I never received the replacement tires for the spare tires that I bought. On 4/27/23, I reached out to Rad Power about this and received no response. On 5/20/23, I again reached out to Rad Power. I received a responses stating that they can offer a refund if I provide a photo of the tires, but will not be sending me the replacement tires for the recalled set that I had bought. On 5/30/23, I received a confirmation that $78.00 was refunded to me. On 6/29/23, having waited a month for the refund to appear in my checking account, I again reached out to Rad Power. To date, 7/10/23, I have not received a response to that email or the refund to appear in my checking account.

  

  Business Response

  Date: 07/17/2023

  To Whom It May ************************* ID: ********
  Order: 468170
  Customer: *****************
  
  We've responded to the customer's inquiry with the following ticket number: ******* with a confirmation of the refund that was issued on today's date.
  
  Unfortunately, due to the length of time that has transpired since the original order was placed, and due to limitations with our payment gateway with refunding orders that are over two years old, we are unable to issue a refund to the original payment method on file used to purchase the customer's RadWagon 4. We are unable to issue credit card refunds to alternate payment methods other than the ones we have on file for for previous purchases. As such, we issued a refund to the Affirm account we have on file for ***************** to resolve this as quickly as possible. 
  
  A screenshot of our reply has been attached as well as a confirmation the refund was issued.
  
  Thank you!  

• Initial Complaint

  Date:07/10/2023

  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.

  The Problem: I have a RadWagon 4. Just before Rad Power Bikes issued a recall due to problems with the tires blowing out, my front tire blew out while I was riding and destroyed the rim of the wheel. I have been emailing with the company since November to ask for a replacement wheel. I was assured that the wheel would be sent when I received my recall repair kit. However, the standard recall kit arrived, but the wheel did not. I have since emailed customer service at least 10 times. I have pleaded for assistance. They either reply with questions that I have already answered (I answer them again) or they just don't reply. Each back and forth takes at least a week. I have even offered to pay for the replacement wheel because I am desperate to get this bike back on the road, since our family depends upon it. It has been 8 months since my initial request. In the meantime, I have spent around $1000 on Ubers and taxis to supplement my single-car household's transportation needs. The customer service agents have never given me a reason as to why they aren't able to send me a wheel. They have never pushed back over whether Rad Power Bikes should replace my wheel. They usually say something assuring, but nothing happens. I am still without a functioning bike. Rad Power Bikes extended the warranty for my bike, so this wheel issue, even if it was not covered by the recall, should be covered under my extended warranty.Resolution I am seeking: I want either a replacement front wheel or a refund of my original purchase so I can buy a different electric cargo bike. Either way, I need this resolved ASAP. I have already waited 8 months and my children will soon outgrow the cargo passenger of this bike.Original Order number: #****** Price paid (for bike only): $1,899.00 Price paid for bike and passenger accessories: $2,408.57 **************** tracking numbers from recent conversations: #********, #********

  

  Business Response

  Date: 07/17/2023

  To Whom It May ************************* ID: ********
  Order: #****** 
  Customer: ***********************
  
  We've responded to the customer's inquiry with the following ticket number: ************ and have issued a front wheel replacement under warranty, at no charge to the customer. The order confirmation number for the front wheel replacement is 1140756.
  
  Supporting documentation has been attached.
  
  Thank you!  

• Initial Complaint

  Date:07/10/2023

  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.

  Rad rover 6 + purchased 2022-07-16. On 2012-06-17 my battery would no longer charge. The battery had 3 bars remaining out of 10 but the charger light was green meaning the battery was fully charged. The light should be red while charging in and only turn green when the battery is fully charged. I waited several hours but the battery remained at 3 bars. I tried using a different power surge protector and different outlets but the result was the same. I was concerned because bike groups online have had complaints about Rad Power Bikes service help being unavailable. There is NO phone number and the online chat did not respond. I purchased a new battery and charger so at least would have a bikeI could ride. My email was finally answered on July 6. The email did not address the problem but was a automated reply asking me to check the website Q and A or send another email. I replied immediately on July 5 to the email but received yet another automated response asking if my trouble report should remain active. I was concerned about keeping this defective battery in the house in case of fire. I know ebike batteries have a record of fires and there was no one I could contact at Rad Power Bikes to discuss how this battery should be handled. From 2023-06-17 to 2023-07-06 this battery had been stored in a metal shed on my property. I was not comfortable with this solution but I though if there is a fire it is better to lose my shed than my house. On 2023-07-07 when I received yet another automated email from Rad Power Bikes that did nothing to address my issue with this defective battery, I took the battery to the hazardous Disposal site in North Dundas. To this day I still have not had any response from Rad Power Bikes that addressed my problem.

  

  Business Response

  Date: 07/17/2023

  To Whom It May ************************* ID: ********
  Order: 30-145272
  Customer: *****************************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. We have requested some additional information so we can conduct a review of the warranty claim to determine its validity, as per our official warranty replacement process. 
  
  A screenshot of our reply has been attached.
  
  Thank you!