Business Profile

Electric Bike and Scooters

Rad Power Bikes Inc.

Complaints

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

Customer Complaints Summary

361 total complaints in the last 3 years.
17 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/10/2023
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.
I have been trying to get in touch with someone from this organization in order to get my bike repaired. Neither myself nor the bike repair shop authorized by rad bike have been able to get in touch with them to get bike repaired- Bike has been at shop since 6/4 with no luck in getting Rad Bike on phone or to respond by email
Business Response
Date: 07/17/2023
To Whom It May ************************* ID: ********
Order: 986962
Customer: *************************

We sincerely apologize for the delayed response and any inconvenience this may have caused. We understand how important it is to have your bike repaired promptly, and we deeply regret any frustration this situation has caused you.

First and foremost, we want to assure you that your inquiry did not go unnoticed. We received your request for assistance regarding your bike repair on 7/13/2023, and we are committed to resolving this matter as swiftly as possible.

Regarding the unavailability of communication, we acknowledge that there was an oversight on our end, which led to the difficulties you and the authorized bike repair shop faced in reaching us. We understand how essential it is to have clear channels of communication, and we are actively taking steps to prevent such situations from occurring in the future.

On 7/13/2023, we placed an order for the necessary parts required for your bike repair under order #*******. ********* followed up with you via case ID ************ that confirmed this information. Screenshots of both your order and our email to you have been included with our response.

Our team can be reached by replying to the email ********** sent you, which will reopen your help request, or by sending a new email to *********************************** There are also a number of self-service resources available our ************ If you need to reach out again concerning this request, please refer the specialist you make contact with to ticket #************. Due to a high volume of inquiries, please allow our team 3 business days between responses.

Thank you!
Initial Complaint
Date:07/10/2023
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.
Follow-Up on Case #: ******** - Order #****** - RadWagon 4 Electric Cargo Bike - Black - Ordered 8/20/22 - Paid $2,581.74 - 9/2/22 Received e-mail not to ride bike due to tire safety issue - No fix - 9/8/22 Received e-mail to inspect tires & if impacted Rad Bike will provide replacement parts. Filled out for & started waiting - 6/25/23 Repair kit received -7/1/23 Took bike to authorized repair shop ************** E-Bikes for repair - They asked for Beeline Connect Code, which I never received. Called *********** was not in the system even though in the previous case Rad Bike commented "You will also receive a message from Beeline, our service provider, to coordinate the appointment to get your new tires installed." Needed to pay out of pocket - Left several messages for Rad Bike customer service. No reply & no Beeline email was ever received.- Seeking reimbursement for the out of pocket expense related to the recall.
Business Response
Date: 07/17/2023
Dear *****,

This message is to confirm a refund in the amount of $62.50 has been processed to the payment method we have on file, on today's date: 07/17/23. This is a reimbursement for the charges related to your RadWagon 4 repair performed by ************** eBikes. Thank you so much for sending over an itemized receipt for this expense!

Please allow 3-5 business days for this transaction to be reflected in your account balance. If you need a firmer date of remittance, we recommend contacting your financial institution for further details.

Our team can be reached by replying to this email, which will reopen your help request, or by sending an email to **********************************. There are also a number of self-service resources available our Help Center! If you need to reach out again concerning this request, please refer the specialist you make contact with to ticket #*******. Due to a high volume of inquiries, please allow our team 3 business days between responses.

Thank you for being a Rad customer!

Customer Answer
Date: 07/17/2023

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:07/08/2023
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.
After many attempts to reach customer service via email, phone call, or chat (at least 50 attempts) I finally got through and on 25 Apr 2023 I ordered s replacement battery for my damaged battery (order#*******) On 10 May 2023 I received the wrong battery which meant another several attempts to email, chat, or call. On 12 May 2023, I finally was able to get through via chat with a person called "Friday' and had to argue with the with customer services because she claimed it was my fault for ordering the wrong battery. I was required to send screen shots of the Link sent to me for the battery order, to prove I ordered exactly what I was instructed to order. After chatting for 2.5 hours she finally said she would send a new battery (Order #*******). That battery arrived while we were away on a trip so when we finally opened it, many weeks later, we found it to be dead and will not charge. Now, after many unresponded emails, call attempts, and chat attempts, I can't get a hold of ********************* I want my money back for the battery as I intend to just sell the bike just so that I don't have to deal this company any more.
Business Response
Date: 07/15/2023
To Whom It May ************************* ID: ********
Order: 1098970
Customer: *********************;

We've responded to the customer's inquiry with the following ticket number: 1874333 and have issued a battery replacement at no charge to the customer. We are eager to get this issue resolved for the customer so they can get back to enjoying their RadRover Plus.

Screenshots of our replies have been attached!

Thank you!
Customer Answer
Date: 07/16/2023

Complaint: 20291914

I am rejecting this response because they have not focused on the problem "The inability to reach Rad Bikes ***************** phone calls are unanswered, emails are unreturned, chat no longer works. if the battery they are going to send me doesn't work, I will be back to spending hours day after day trying to customer service. I have three Rad ********************** and they are used far more than our cars. There is a strong chance I will need to reach out to customer service about something. Rad ********************** custom service was, by far, their super power. They are polite and knowledgeable but none of that matters if we can't contact them. Rad Bikes needs to explain why their customer service is so difficult to contact. Is it a temporary problem or is it their new standard?

Sincerely,

***********************
Business Response
Date: 07/29/2023
Hi!
Unfortunately, we have had higher than anticipated volume and thus our team has fallen behind on providing an ideal response time to you. We are working at adding additional resources to our team to provide our customers the support they deserve. We believe our customer service should differentiate Rad, and we have not met those expectations. Our commitment is to improve in this area. We are very sorry about the delay as we work through improving our response times to customers.
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:07/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
One of the digital displays on my bike is not working properly.In dealing with Rad Power Bikes to resolve this latest of numerous issues with the bike they sold me my attempts are as follows:Called them but their phone lines are currently closed.Looked at their *********** but it doesnt address my issue.Emails to them suggest I try their Live Chat which doesnt respond.Further emails to them are automated replies directing me to the *********** or Live Chat.This is the second complaint I have had to file against this company in order to resolve the numerous issues I have had with this bike. Any help you can provide would be greatly appreciated.
Business Response
Date: 07/12/2023
To Whom It May ************************* ID: ********
Order: 999435
Customer: ********************

We've responded to the customer's inquiry with the following case ID: ************ and have placed an order to send out a replacement UI remote at no charge to the customer, under warranty.

A screenshot of our reply has been attached.

Thank you!
Customer Answer
Date: 07/26/2023
Received no response from the company until I received a notice that my order was being processed. My order turned out to be a replacement unit which I installed upon receipt. The second time I rode my bike, the mounting piece for the unit broke rendering it unusable. See attached picture.
I would like a replacement unit as soon as possible in order to be able to ride my bike.
Business Response
Date: 08/12/2023
Dear ****,

Thank you for reaching out to us, and we're truly sorry to hear about the issues you've encountered with the replacement unit you received. Your satisfaction is our top priority, and we're committed to resolving this matter as quickly as possible.

We have reviewed your case, and we can confirm that your request for replacement parts, documented under order number *******, was processed promptly. However, in our haste to get this resolved for you, the parts were shipped to the address that we have on file for you in ******, **.

We apologize for any confusion that *** have arisen regarding the nature of the order. We have created a replacement order that will be shipping to your *************, ** address. Your new order number is *******. It will be shipping to the newly-confirmed address within 3-5 business days and you will receive a tracking number via email in the upcoming days.

When you return to your ******* residence at a future date, we can coordinate a return of the parts we shipped to that address.

Please let us know if you need further assistance with this issue. Please reference case ID ************ if you need anything else related to this request.

Thank you for being a Rad customer!
Customer Answer
Date: 08/15/2023

Complaint: 20288521

I am rejecting this response because:

Sincerely,

*******************
Waiting for delivery of replacement parts to my *************, ** address.
*******************
Initial Complaint
Date:07/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Rad Power Bikes is not living up to its claim of "unrivaled service and support." We spent nearly $2,000 on a bike from Rad Power Bikes. After fewer than 50 miles, the bike stopped powering on, would turn off while riding, or would display an error code that prevented use. We have been trying to get the issue resolved since May. The customer service phone number is inactive, the chat function disappeared from the website, and the email contact repeatedly closes our support tickets without resolution or we go weeks without a response. We are doing what we can to resolve the issue on our own, but it is clear that there is an issue with the bike and the company is unresponsive.
Business Response
Date: 07/12/2023
To Whom It May ************************* ID: ********
Customer: ************************** (****)

We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. We have included troubleshooting instructions and a Dropbox upload link so we can review internally the results of the customer's troubleshooting to facilitate an accurate diagnosis of the issue.

A screenshot of our reply has been attached.

Thank you!
Customer Answer
Date: 08/01/2023
This case was not resolved. Rad Power Bikes representatives failed to respond to us for weeks, but closed our ticket when we did not respond in three days which included the weekend during which they did not have business hours. Our bike's battery is still failing to function correctly despite following instructions provided by *** and Rad has not provided a replacement.
Business Response
Date: 08/06/2023
Hi!
Since your display flashed but wouldnt turn on and you have already checked your connections, balanced the battery and checked your fuses we believe your display needs replacing. Are you experiencing any other issues when riding besides the display not working correctly?

Also, we cannot locate a bike under under your name. We found an accessory order ******* under *********************** but no bike orders under that email or ************************ This was also previously requested in ticket ******* but we did not receive a response. What is the email address associated with your bike order so we can verify the warranty coverage? Also, please verify a valid shipping address.

Looking forward to hearing from you in support ticket 1884267.
Initial Complaint
Date:07/07/2023
Type:Delivery 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 a RadRover 6 ************* Fat Tire Bike, High-Step bike on June 29, 2023, order #*******.0. It arrived a couple of days ago in a box that was in bad shape. It was cut through along the whole of one side of the box, and had a ripped open corner in another place. I have not opened it to examine the bike. I tried to contact customer service on what to do 3 times by email with pictures included, but there has not even been an auto reply. Their phone is not being answered, and their chat feature is not picked up on even after long waits.
Business Response
Date: 07/12/2023
To Whom It May ************************* ID: ********
Order: 1131702
Customer: ********************

We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. We have requested photo documentation of the damage sustained to the customer's bike to be uploaded via Dropbox for internal review.

A screenshot of our reply has been attached.

Thank you!
Customer Answer
Date: 07/21/2023

Complaint: 20288344

I am rejecting this response because:
The website allows a return in 30 days and the only pictures required are of the box and the shipping label, which I have submitted. All information requirements for returning a bike for a refund have been met. RAD has moved the goal post for information requirements for returning a bike.
RAD does have a webpage for beginning the return process. I have attempted to use it twice. After entering the required information a new page opened with the details of my purchase and there was an icon to click to continue. However, clicking on the icon did nothing each time. This is consistent with the other RAD customer service issues I have experienced and explained in my previous communication with BBB.
The RAD website allows a bike in an unopened box to be retuned. My request is to do what they say a buyer can do. Once the box has been returned RAD can open the box and inspect the bike.
My desire to return it is not dependent on its condition. Thus, I do not want to go through the task of opening it, unpacking all the components (I believe there are a good number as the bike is not pre-assembled), repacking it, and re-boxing it.

Sincerely,

*******************
Business Response
Date: 08/03/2023
To Whom It May ************************* ID: ********
Order: 1131702
Customer: *******************

Dear ***,

This message is to confirm a refund in the amount of $1333.94 has been processed to the payment method we have on file, on date: 07/28/23. Please allow 3-5 business days for this transaction to be reflected in your account balance. If you need a firmer date of remittance, we recommend contacting your financial institution for further details.

A refund receipt has been attached, confirming this information is accurate.

Thank you!
Customer Answer
Date: 08/04/2023

Better Business Bureau:

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

Sincerely,

*******************
Initial Complaint
Date:07/06/2023
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've been trying to get ahold of the customer service line for ******************** for a while now, with ZERO response from the company. I waited in the chat queue for over two hours on two different devices on multiple occasions with zero response. The customer service number is not even listed on the website and one of the emails is incorrect and shoots back an email requesting you to send your message to a different email. My husband and I were trying to surprise eachother for our anniversary and we both orders a new seat for our Rad Runner 2 bike, we are trying to cancel the duplicate order befoer it ships to avoid any extra fees. But it seems like the company is pulling a bait and switch. The lack of contract is frustrating and I would just like my money back for the duplicate order placed.
Business Response
Date: 07/12/2023
To Whom It May ************************* ID: ********
Order: 1136467
Customer: *********************** (******)

We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. A summary of our cancellation and return policy was sent to the customer via email.

From our Terms of Purchase, in reference to Returns/Order Cancellations:
Customers can cancel an order up until the order has been transmitted to the warehouse (generally one business day from when the order is placed). Once the order is submitted to the warehouse, RPB can no longer cancel the order and the customer will be responsible for returning their items pursuant to the return policy to receive a refund.

Returns of Accessories and Merchandise: A customer may return any new or used accessories or merchandise to Rad within 30 days of receipt of the item, except as follows: Rad will not accept returns of Thule Yepp Maxi Child Seats or helmets (any brand). Rad will not accept returns of used Hollywood Rack bike racks. Bike racks must be new, unused, and in the original packaging to qualify for return. Customers will be responsible for paying return shipping fees on the returned item and a restocking fee of 30% of the original purchase price on the item(s). The return shipping fee will be deducted from the refund amount.

However, to say thank you for the customer's patience, we have offered to waive the restocking and shipping fees for this return. Once the duplicate passenger package has been delivered, we asked the customer to follow up with us so we can issue a separate refund for any applicable fees.

A screenshot of our reply has been attached.

Thank you!
Initial Complaint
Date:07/06/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a Bike from them last fall and battery stopped charging recently. It's been 11 days since contacting support buy mail without any resolution. This includes 3 days in chat h*** as they don't seem to have a phone number to call for service. Each chat they request a new piece of information instead of asking for all they need. The bike is still under warranty but totally unusable.
Business Response
Date: 07/12/2023
To Whom It May ************************* ID: ********
Order: 30-116833
Customer: **** *****

We've responded to the customer's inquiry with the following ticket number: ******* with a battery replacement order confirmation.

A screenshot of our reply has been attached.

Thank you!
Initial Complaint
Date:07/06/2023
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 received the shipment damaged, with fairly large damage to the box and frame. I've tried multiple times to reach out to customer service and they have yet to actually provide assistance. I've gotten mostly canned responses that basically says we are overwhelmed and will continue to provide support without actually doing that at all.There are two ticket numbers involved #******** & ********. Neither have taken any actual responsibility to assist, other than follow a link for the help. They provided a link for a refund, but I cant do the refund at all. The company has received the bike back at their facility and they acknowledged that, but are giving me the run around in actually helping me with the refund. There have been multiple people who have been frustrated with the company and posted reviews what seem very similar to my complaints. Here is other information. The order number Order #******* The email that was used when the purchase was made ******************** The first and last name of the person who purchased the bike ******************************* The person's phone number that purchased the bike ************
Business Response
Date: 07/13/2023
Good afternoon, ******:

Thank you for bringing this matter to our attention and expressing your concerns. We sincerely apologize for the inconvenience and frustration you have experienced with our customer service. We understand how important it is to receive prompt and effective assistance when encountering an issue, and we regret that we fell short of meeting your expectations.

Upon reviewing your case, we confirm that we have received the damaged bike back at our facility, and we acknowledge the inconvenience caused by the condition of the shipment. We want to assure you that we take such matters seriously and are committed to resolving this issue for you.

In regards to the communication you had with our customer support team, we apologize for the quality of the responses you received. We understand that it was not the level of service you expected, and we are currently reviewing our customer service procedures to ensure a more personalized and helpful experience for our customers.

Regarding your refund, we are pleased to inform you that we have processed a full refund to the credit card on file for the purchase. Please allow a few business days for the refund to reflect in your account. If you have any further concerns or questions about the refund, please don't hesitate to reach out to our Customer Support team directly at ************************************************************.

We value your feedback and take it seriously. Your experience helps us identify areas where we can improve and provide a better service to all our customers. We assure you that we are actively working to address the issues you have raised.

Once again, we apologize for any inconvenience caused, and we appreciate your patience throughout this process. Should you require any further assistance or have additional concerns, please do not hesitate to contact us.

Thank you for choosing Rad Power Bikes. We value your business and hope to have the opportunity to serve you better in the future!
Customer Answer
Date: 07/24/2023

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:07/05/2023
Type:Delivery 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.
TRIED CALLING RAD BUT THEY NO LONGER HAVE PHONE SUPPORT. SENT THEM AN EMAIL 6/15/23. I HAVE A BATTERY THAT IS STILL UNDER WARRANTY THAT NO LONGER WORKS. I SENT THEM A VIDEO AND SEVERAL PICTURES OF THE BATTERY. IT IS NOT BEING RESOLVED. I ORDERED THE **** IN OCTOBER 22 AND IT'S ONE YEAR WARRANTY. I HAVE BEEN ASKING FOR A REPLACEMENT BATTERY. ORDER # ****** CASE # ******* MY DAUGHTER *********************** HAS THE SAME ISSUE. ORDER NUMBER ****** CASE # ******** ORDERED 10/31/22 WE ARE BOTH WAITING FOR A REPLACEMENT BATTERY AND HAVE RECEIVED RUN AROUND FROM RAD EMAIL "SUPPORT".
Business Response
Date: 07/12/2023
To Whom It May ************************* ID: ********
Order: 945921
Customer: ************************

We have issued battery replacements as of July 6, 2023 to both **** and ***********************. Both batteries are in transit as per the latest updates via FedEx.

Screenshots of both battery orders have been attached.

Thank you!
Customer Answer
Date: 07/21/2023

Complaint: 20278317

I am rejecting this response because: I have still not received the replacement batteries. I called Federal Express because we never received the batteries. Federal express indicated that Rad Power Bikes did not supply the proper documentation so they were sent back to Rad and never delivered to us. I have contacted Rad multiple times without resolution.

Sincerely,

***********************
Customer Answer
Date: 07/31/2023
I received the replacement batteries and this issue has been resolved. Thank you. ***********************

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Rad Power Bikes Inc. is BBB Accredited.