Complaints

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

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  Rad Power Bikes Inc.

  1121 NW 52nd St Seattle, WA 98107

  
• 

  Rad Power Bikes LLC

  275 W 5 Ave Vancouver, BC V5Y 1J3

• 

  Rad Power Bikes Inc.

  535 Florence St Imperial Beach, CA 91932

• 

  Rad Power Bikes Inc.

  2107 S 700 E Salt lake City Utah, UT 84111

• 

  Rad Power Bikes Inc.

  1121 NW 52nd St Seattle, WA 98107-5130

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/05/2023

  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.

  Need to warranty out my battery that wont take a charge for my Rad Rover 6 plus electric fat tire bike. Order # ****** bought Aug 7 2022 delivered Aug 15 2022. Have emailed ********************************** starting June 26 2023 with no reply. Have tried their online support with no reply. When I bought the bike you could call support now you cant call them.

  

  Business Response

  Date: 07/12/2023

  To Whom It May ************************* ID: ********
  Order: 883676
  Customer: *********************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply with the requested documentation that is necessary to approve a battery replacement request. 
  
  A screenshot of our reply has been attached.
  
  Thank you!  

  Customer Answer

  Date: 07/21/2023

   
  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:07/04/2023

  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 bought a rad city 5 plus in February of 2022 for $2500. I didn't ride it until the weather got nicer and then rode for about 4 and a 1/2 months and put **** km on it went to go ride end of May 2023 and had 3 rides before the hub motor quit, and of course over the 1yr warranty. This help line is very frustrating. They will not answer the phone and emails take approximately a week before you hear back. I've been going back and forth with them for a month now and can't even order a motor as they're out of stock. What I get is "check back in a couple of weeks", meanwhile summer is passing by. Ideally I would like them to warranty the motor and send it asap. Failing that send me a motor asap and I'll pay the $700 . If they can't do that, then send a new bike or financial compensation, so I can buy another bike. They not only stole from me by selling a defective product but also time spent enjoying summer days riding. I cannot afford to buy another ebike as it took me quit awhile to save up for this one. To add insult to injury they just sent an email stating that "Hello, Its been over 3 days since weve heard from you, so your request, ************, will now be considered solved"

  

  Business Response

  Date: 07/05/2023

  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 sincerely apologize for the delays in getting through to our support team and for not having the inventory needed for your replacement wheel/motor. We value your time and understand the frustration that *** have resulted from this, and we extend our sincerest apologies.
   
  We are still out of stock on the rear wheel for your Rad City5Plus, but we have located a new wheel in our retail service department. We have created order 30-147294 for the rear wheel. As a one time courtesy this will be covered under warranty that is now expired. We apologize for all of the frustrations that you faced regarding this. 
   
  We have scheduled a ************ from our retail store for 7/6 so your tracking number 772647881811 will update as soon as Fed Ex picks it up. We have also followed up with you regarding this information in support ticket 1873427. 

  Please reach out with any additional questions. We appreciate you! 

  Customer Answer

  Date: 07/05/2023

   
  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:06/30/2023

  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 believe Rad Power should have to pay the repair costs to replace a faulty controller that failed under warranty. *** is saying labor is not included. They know they have a faulty controller issue with the RadCity 5 but are not honoring their warranty to repair them. They should reimburse me for the $129 labor charge I received from their preferred vendor VeloFix. ******* themselves told me they were surprised that *** did not pay this as they had paid labor for this same repair for others. I ordered a $1999 bike from them that stopped working after just over 230 miles because of a faulty part. ************************** was the repairman.Order ****** included a RadCity 5 Plus for $1999.00 July 23 2022 Drove for 230 miles and it stopped working. Reported to Rad Power May 25,2023 request *******. Sent videos and trouble shot issue with ***************************. Determined the controller was bad. *** sent replacement part but said I was on the hook for installing it.Attachment has screenshots from original order, repair work and warrant info.

  

  Business Response

  Date: 07/04/2023

  Hi! 

  Thank you for providing all documentation. Labor is not covered under our warranty terms, just the replacement parts. With that being said, we have credited the $129.75 that you paid to ******* to install the controller. This is a one time courtesy and future labor costs would not be covered. Please allow up to 2-7 business days for the credit to be reflected in your banking statements, depending on your financial institution.

  Thank you for your patience and ****** We appreciate you! 

  Customer Answer

  Date: 07/04/2023

   
  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:06/30/2023

  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 following up on the complaint below:ID#******** still have seen no resolution from Rad Power Bikes regarding my Battery under Warranty issue other than it was being handled under warranty and a battery has been shipped. The battery that they show shipping was one that I purchased on advise from their Salt Lake Dealer who told me to order the battery and Rad corporate would then credit my card upon receipt of that battery. It just seems to be smoke and mirrors and not resolution despite numerous emails etc. See attachment of the email threads with Rad Bikes.

  Customer Answer

  Date: 06/30/2023

  Complaint ******** - Against Rad Bikes

   

  Attached is further information related to my complaint and request for **** to be credited.

   

  I was advised by  ***'s Salt Lake Dealer Manager that due to my inability to make phone contact, chat live and not getting answers from Rad to place an order and it would be covered under warranty.

   

  I followed his instructions and received a new battery on June 19th.  During the time of me placing that order and the delivery date I had numerous interactions only via email with different Rad reps duplicated requests for information from myself. Despite those requests I never received and disposition on the battery replaced under warranty and still have a charge on my credit card.

   

   

  Below is the Rad response to my review and it states in there the battery was replaced under warranty and it was shipped on June 19th. Their records are not being transparent in the fact I received the batter on the 19th of June but I was charged on June 6th for the battery. I am just requested the credit for this charge as it was under warranty and I should not have to pay for it.

   

  Please have Rad credit my **** asap as otherwise I will need to file a disputed charge with Citi ****.

   

  Thank you!

   

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

   

  

  Business Response

  Date: 07/04/2023

  Hi! 

  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.

  Your bikes were purchased in September of 2021, so your 1 year limited warranty did expire in September of 2022. We would not be able to cover the cost of the battery that you purchased, we apologize. 

  For more information regarding our 1 year limited warranty, please visit us here: 

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

  Please let us know if you have any additional questions. 

   

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20260226
  
  I am rejecting this response because: the battery that am looking for replacement or credit was for a replacement battery sent by *** in July of 2022 that had gone bad. It is not the battery that initially came with the bike in September of 2021.  Using July of ************************************************************************************************* addition when I posted a review they stated it would be replaced under warranty. Why that discrepancy in information. It appears that under the review process they made it appear that they were understanding and looking into the issue of batteries going bad and that they would replace under warranty. Now with a formal complaint that story line has changed?

  Very bad optics!
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 07/08/2023

  
  Dear ****, 
  
  Thank you for bringing your concerns to our attention regarding your replacement battery. We genuinely apologize for any confusion or inconvenience caused by the discrepancies in the information provided! 
  
  Upon reviewing your complaint and the details you have provided, we understand that you are seeking a replacement or credit for the battery that was sent to you as a replacement for your bike's original battery. We apologize for any confusion caused by our previous response, and we appreciate you clarifying the timeline for the replacement.
  
  Our intention has always been to address any issues related to battery performance and honor the warranty as stated. We apologize if the communication during the review process led to any misunderstanding regarding the replacement under warranty.
  
  However, it is important to note that batteries are not provided with a separate warranty and are subject to the same warranty expiration as the bikes themselves. In this case, the warranty coverage extends for one year from the date you received the bike in September 2021. To date, we have replaced 4 batteries under warranty for your account.
  
  We apologize for any confusion or improper expectations that *** have been set by our associate who mentioned the possibility of a refund for the replacement battery. We strive to ensure accurate and consistent information is provided to our customers, and we regret any inconvenience this *** have caused.
  
  Thank you for your patience and cooperation.
  
  Warm Regards, 
  Rad Power Bikes Customer Support

  Customer Answer

  Date: 07/18/2023

  You would at a minimum think they would offer reasonable discount on the new battery in a sign of good will i.e. in accurate information conveyed, lack of responses, ongoing battery issues. One email says replace under warranty and then another not. 
  
  We spent over $4000 on two bikes plus accessories. I paid $700 for a new battery. Could have bought a brand new same bike for $600 more.  
  
  I was a fan of Rad because of the excellent customer service but after this experience and lack of goodwill will certainly make me think twice before purchasing my next bike. 
  
  Really disappointing! 
  

  
  

  

  Business Response

  Date: 08/01/2023

  Dear ****, 
  
  Thank you for your feedback! We sincerely regret any inconvenience you may have experienced with your battery replacement order. However, after thoroughly reviewing your case, we must firmly reiterate our stance on warranty coverage and the limitations it entails.
  
  As you are aware, warranties are a crucial aspect of our commitment to ensuring the quality and durability of our products. Our bikes are covered by a comprehensive one-year warranty from the date of the bike is delivered, which grants our customers the peace of mind they deserve during the initial period of ownership. We stand by this policy as it reflects our confidence in the craftsmanship and reliability of our bicycles.
  
  We understand that unforeseen situations can arise, and components may need replacement beyond the warranty period. While we empathize with your current predicament, it is vital to acknowledge that replacement parts, such as the battery you ordered, do not carry their own warranty. Therefore, any replacements obtained outside the warranty period are not covered by our standard warranty policy.
  
  The battery replacement you ordered in June 2023 falls significantly outside the one-year warranty window which expired in September 2022, leaving us unable to extend warranty coverage for this specific instance. Just like any other mechanical or electronic component, batteries have a limited lifespan and may require replacement due to normal wear and tear over time.
  
  While we truly appreciate your loyalty as a valued customer, we must remain consistent in our policies to ensure fairness to all of our riders. Upholding a standard warranty period is essential to maintain the overall quality of our products and services.
  
  We understand that this may not be the outcome you were hoping for, and we apologize for any disappointment it may cause. We value your feedback and thank you for giving us the opportunity to address your concerns.
  
  If you have any further questions or need additional assistance, please do not hesitate to contact us. Our dedicated Customer Support staff is ready to assist you to the best of our ability!
  
  Thank you for your understanding, and for being a loyal Rad customer. 

• Initial Complaint

  Date:06/28/2023

  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 my Rad Power Bike 6 Plus on December 21, 2022 for $2080.56. I have tried numerous times to contact them via email and telephone calls to no avail. I am needing a replacement battery, which is covered by the 1 year warranty.

  

  Business Response

  Date: 07/03/2023

  Hi! 

  Your replacement battery order 1131730 was created on June 29th. Your Fed Ex tracking is 587556761632. You can stay updated on the status of your battery through that tracking information. 

  We sincerely apologize about any delays or frustrations! We appreciate you! 

  Customer Answer

  Date: 07/05/2023

   
  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.
  
  **************************************************

• Initial Complaint

  Date:06/28/2023

  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.

  Made purchase of bike and accessories on 6/1/2023. There were delays in shipping items and I requested that the order be cancelled on 6/12/2023. Company would not return any inquiries as to the status of the order or the status of the cancellation. Items were shipped, but delivery was refused and all items were shipped return to sender, and received by the company 6/19-6/21. I have been trying to find the status of the refund for these items, but the company will not answer the phone, and all replies from the support e-mail are generic form letters.

  

  Business Response

  Date: 07/04/2023

  Hi! 

  We did receive the items back and you were refunded $2,942.77 to Affirm on June 28th. The remaining $179 was for return shipping fees as detailed in our return policy here: 

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

  Please let us know if you have any additional questions. 

  Customer Answer

  Date: 07/04/2023

   
  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.   I am however unsatisfied that it takes a complaint with the BBB to get a response from the company.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/28/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a standard tail light on 6-16-23 with Rad Power Bikes. My credit card was charged on that date. Their website says ordered items typically ship within two business days after an order is placed. I have not heard anything from the company yet. I have tried to call multiple times, at different times of the day, and always get the recording saying that they are closed. I have also tried emailing on 3 different occasions but have not gotten any response. I would like to hear from Rad Power Bikes why they charged my credit card ***************************************************************************** with an explanation.

  

  Business Response

  Date: 07/03/2023

  Hi! 

  The tail light on order 1122667 shipped on June 29th. Your ***** tracking is 780522013494. You can stay updated on the status of your package through that tracking information. 

  Please let us know if you have any additional questions! 

   

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20247154
  
  I am rejecting this response because: I did receive a message from Rad Power Bikes that the shipment had been made on 6/29/23 with the tracking number provided.  However, when I track the package with ****** the package has not yet been picked up.  It just states that the label has been created with no progress.  I have attached the screenshot with the tracking information as of today (7/3/23).

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

  Customer Answer

  Date: 07/13/2023

  I finally received the tail light yesterday.  I am happy to have finally received the tail light but am very dissatisfied with Rad Power Bikes customer service and their low concern for the customer.

• Initial Complaint

  Date:06/27/2023

  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.

  Rad Rover 6 Plus Step Thru bike purchased from RAD 01/05/2022. Delivered and assembled by RAD recommended service provider ******* on 02/17/2022. **** ran fine for several months. Had an issue in February 2023 where bike would no longer power up and contacted RAD on 02/09/2023 (note--bike was still under 1 year warranty from receipt when I contacted them). For the past 4+ months I have worked with two RAD recommended service provider bike shops to repair the issue under warranty. *** has sent many replacement parts and the bike shop has been unable to get the bike to power/throttle on. I have contacted RAD several times to resolve the issue and the only responses I receive are form letter type responses from their support ***** At one point I received a response saying they are going send the issue to the "senior team" for resolution, but they have not followed up on that. I have not heard from anyone with a resolution. During a discussion on the phone back in March (when they were still answering their phones--they don't anymore) I was told that if it could not be repaired they would do a warranty exchange/replacement of the bike. RAD would ship a new bike, and I would have to pay to have the non-functioning bike packaged up and sent back to them (they would provide a shipping label at no cost). I have requested this resolution several times to no avail. I can provide a lot more detail on the various parts, but, RAD should have all the information in their records. I can also provide the myriad of email exchanges, but again, RAD should have that in their records. They issued a support number back in February which is: Support #*******.Thank you,******************************

  

  Business Response

  Date: 07/03/2023

  Hi!

  We sincerely apologize for any frustrations or delays that you have experienced. There is a new owner of the bike named ********************* according to notes on account. The original warranty for the original owner would have expired January 14th, 2023. We have sent a new battery, a wiring harness, a controller, a UI Remote, a PAS sensor and another UI Remote and controller. We also previously tried to get pictures sent in of the bike and the mileage and no pictures were provided. You are not eligible for an exchange/return and no more parts will be covered under warranty. Please reach out in your support ticket 1863361 if you would like to place an order for any additional parts in the future. 
  

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20243794
  
  I am rejecting this response because: ********************* is my son. The bike was ordered as a gift for him. I originally ordered it January 5, 2022. Rad shipped it to Velofix ****** on January 17, 2022. It was delivered and assembled by ******* on February 17, 2022 to my son's address in *********, **. We contacted *** about the issue we were having on February 9, 2023 which is less than one year from receipt. Rad support has already told me it was under warranty since I called prior to the one year warranty ending.

  I would love to send you photos, but the bike has been at ************ in West Newton, ** since April 14, 2023. As I explained, the owner of the shop ***** has been contacting Rad directly to make the repairs under warranty. The shop still has the bike. I suggested to your support ***** that Rad reach out directly to E-********** to request a photo of the bike and the mileage. I will contact them again and ask them to send you a photo and the mileage. They would likely be able to review the current issue with the bike if you need further details as they have been attempting repairs on it for quite some time.
  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:06/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a basket for my bike in November 2022. The order number is ******. The basket I bought is the wrong one for my bike. I have attempted several times to return the basket and purchase the correct one. All my emails are answered by a bot. I can't seem to get a real person to resolve the issue. I love my bike I just need to exchange this basket.

  

  Business Response

  Date: 07/03/2023

  Hi!

  For accessory returns, those are completed online automatically through our Narvar Returns Portal here: ***************************************************

  This returns portal will only work within 30 days of receipt of item. Since it has been 7 months, you would not be eligible for a return, we apologize. You can view our full return policy here: 

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

  If you have any additional questions, please let us know. 

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20240362
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/26/2023

  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.

  Received my Radrover 6 plus e bike from Rad Bikes and the controller for the *** screen and PAS does not work. Sent serveral emails with complete info and only receive a generic computer generated email with no assistance. I have sent three different emails and cannot get assistance with my request. . My bike has been inoperable for the past week, with no recovery in site. Also, the return policy is only thirty days, so I will not be able to fully test my bike before the time will run out. Their chat line is no longer available and the company website only says request are taking longer than normal.

  

  Business Response

  Date: 07/02/2023

  Hi! 

  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 have sent you a UI remote to fix this issue on order 30-146307. Your ***** tracking ************ shows delivery is estimated Monday 7/3
  Please let us know if you need any further assistance and we appreciate your patience and grace!

  Customer Answer

  Date: 07/02/2023

   
  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,