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:06/26/2023

  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.

  ORDER 30-142886 My brand new out of the box Rad Rover 6 plus has not functioned properly from the beginning. The remote on button works, but nothing lights up even though the remote on this model has its own small display screen. If I press light and down a faint "8" appears but that's it. The on button will start the bike, but will not turn it off. The display (which is separate to the remote on this model) only shows "00" even when riding the bike. (yes it does run but no setting work). The display goes dim when I press the light button. The light won't turn off either. I have no way to power off the bike, without removing the battery,The connections seem ok.I haven't heard back from a human.

  

  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 30-146248. Your ***** tracking 656216191685 shows it was delivered 6/29. 

  Please let us know if you need any further assistance and we appreciate your patience and grace! 

  
  
  
  

  Customer Answer

  Date: 07/12/2023

  Hi, This is an email regarding complaint #********. I would like to reopen this file since I'm facing another issue with my purchase. The battery of the unit is defective and I contacted their support about *********************************************************************************************************************** this unit is not charging. I submitted the video along with all the pictures 7 days ago and explained the bike is brand new and is only 17 KM on it and still waiting for their response. Thanks for your help.

  

  Business Response

  Date: 07/15/2023

  Good afternoon, ******:

  We are very sorry to hear that your battery is not charging! We've created a replacement order to ship a new battery out to you as soon as possible. 
  
  Your order number is 30-148653. 
  
  Our team can be reached by replying to the most recent email we sent over to you, 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: 07/24/2023

   
  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:06/25/2023

  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.

  Bought 6+ @$1399. No response from ********************************** 5/27-6/15/23. None. Got a bad display out of the box. Referred my neighbor, he got one with a stripped out handlebar bolt, he as well received no response from support. I like the bike, very solid, nice bearings, excellent pedal assist, and great electrical usage of the battery- but seriously. I bought because I was told they were reliable and had good service from a friend who has ****+ miles on his. I see today they put up a ***** number so we shall see...Bought an Amazon special before this where the charger melted and the power connecter melted/fused together causing a motor failure within 200 miles, it was a total piece of junk compared to the Rad Rover where the ****** was $200 less. I get more miles 27avg out of the Rad Rover battery versus the Amazon special 18avg which advertised almost 350 more amp/hrs capacity in the battery...6/22 Got a response- 1 day after 30 day return window closed while not addressing the problem of a defective display at all- saying I cant return the bike... They have a new return portal that you go through on website that when you finish putting in your information, it directs you to contact ********************************** by e-mail. ************** I called 4 times and each time they had a recording that says, office is closed and hangs up. Has not addressed the issue of a broken/stripped out fitting on handlebars of my neighbors bike out of the box after 2.5 week delay.I would not do business with this company... Or trust they would honor a warranty...

  

  Business Response

  Date: 07/01/2023

  To Whom It May ************************* ID: ********
  Order: 1099226
  Customer: ***************************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. We are happy to issue any replacements that *** be necessary upon receipt of the documentation we've requested! 
  
  A screenshot of our reply has been attached. 
  
  Thank you!  

  Customer Answer

  Date: 07/07/2023

  Rad Power Bikes has resolved the issue by providing a new working user interface for product. I have removed the dispute on credit card and notified FTC of resolution as well. Hoping for the best in going forward with a 1yr warranty? Thank you for your help!

• Initial Complaint

  Date:06/25/2023

  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.

  Battery fuse blown after only 6 uses.

  

  Business Response

  Date: 07/01/2023

  To Whom It May ************************* ID:  ******** 
  Order: 821186
  Customer: *************************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply with the requested documentation we need to issue a warranty battery replacement. 
  
  A screenshot of our reply has been attached.
  
  We look forward to getting this resolved for the customer!
  
  Thank you.

• Initial Complaint

  Date:06/24/2023

  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.

  Here is the order of events:Payment: 5/27/2023 Receipt: 6/5/2023 Issue: 6/5/2023, Bike would not connect with battery. Battery was damaged out of the box. The bottom of the kickstand came dirty, and the seat has a crease in it. Contacted company with photos.6/6/2023: Company response: Too busy 6/7/2023: Our review team is looking into it. Check out our help center. I did, nothing worked.6/12/2023: Filed complaint. 6/16/2023: Company reached out. Addressed the issue as if I were trying to get help for a USED bike, when clearly they knew it was NEW. Gave a ridiculous number of hoops to jump through, before any assistance could be provided. 6/22/2023: Decided to return bike. More hoops to jump through, then THEY DETERMINE ELIGIBILITY FOR RETURN @$150 shipping and 30% restocking. The bike cost almost $2000. 6/24/2023: Filed this complaint. Will escalate. NOTE: My bike was advertised: Assemble and Ride Perfect out of the box. Ebikes for all lifestyles.And it wasn't. It is a brand new bike. With damage to the battery before "out of the box." What are the steps to return it for a FULL refund? How can I trust that I would even receive a refund? The only reason ANYONE responded to me was because of the PayPal claim. You "sincerely apologize?" Shame on you and your company. Paid on 5/27, not received until 6/5: imperfect out of the box--which the photos clearly showed. Your company is grossly misrepresented. And NO SIGNATURE upon delivery--just dropped off on my stoop. Was it even ****** Did you get a picture of THAT from whomever delivered the bike? Didn't know that it was delivered until I saw it in front of my house. Unbelievable. You must be laughing at customers with your Catch-22. I tried to find out how to return the bike--just today. Clicked on the information--"Too busy" then a response with more ridiculous hoops before eligibility can be determined. ***************************

  

  Business Response

  Date: 06/29/2023

  Dear *******: 
  
  We would like to sincerely apologize for the inconvenience you have experienced with your recent purchase and the subsequent handling of your concerns. We appreciate you taking the time to bring this matter to our attention. 
  
  We have thoroughly reviewed the order of events and understand the frustration caused by the issues encountered with your bike. We assure you that this is not the level of service we aim to provide to our valued customers.
  
  Ticket number ******* has been assigned to your case, and we want to assure you that we are actively working towards resolving your dispute. Our team is committed to addressing your concerns in a timely and satisfactory manner.
  
  To make amends for the inconvenience caused, we are willing to waive any restocking or shipping fees associated with the return of your bike. We understand the importance of providing a seamless and hassle-free return process, especially given the circumstances. Our intention is to ensure that you receive a full refund promptly.
  
  Rest assured, steps are being taken to improve our internal communication processes to prevent such occurrences in the future. We take your feedback seriously and will use it as an opportunity for growth and improvement within our company.
  
  We understand your concerns about receiving a refund, and we want to assure you that if your dispute is withdrawn, once the bike is returned, we will initiate the refund process promptly. We value your trust and want to ensure that we regain your confidence in our products and services.
  
  Regarding the delivery of your bike, we apologize for any confusion caused by the lack of a signature requirement upon delivery. We will investigate this matter further to ensure that our delivery procedures align with the high standards we set for ourselves.
  
  Once again, we deeply regret the inconvenience you have faced and appreciate your patience as we work towards a resolution. We remain committed to providing you with a satisfactory outcome and restoring your faith in our company.
  
  If you have any further questions or require assistance, please do not hesitate to reach out to our customer support team, referencing ticket number *******. We appreciate your understanding and look forward to resolving this matter to your satisfaction. 
  
  Thank you for being a Rad customer!  

  Customer Answer

  Date: 07/08/2023

   
  Complaint: 20231932
  
  RE: Ticket number *******
  

  RAD: To make amends for the inconvenience caused, we are willing to waive any restocking or shipping fees associated with the return of your bike. We understand the importance of providing a seamless and hassle-free return process, especially given the circumstances. Our intention is to ensure that you receive a full refund promptly.

  ****** RESPONSE: GREAT TO KNOW YOU'RE WILLING TO WAIVE SHIPPING AND STOCKING FEES, BUT I AM LEFT IN A POSITION WHERE I COULD RETURN THE **** AND RECEIVE NO REFUND. I WILL NOT DROP MY COMPLAINT OR THE CHARGEBACK UNLESS I AM ASSURED A FULL REFUND FOR THE ****. THIS HAS BEEN ONGOING SINCE MAY 27, 2023. NO WORKING ****, NEGLIGENT CUSTOMER SERVICE, RIDICULOUS STEPS TO MEET THE COMPANY'S REQUIREMENTS AND AN INVOICE FOR WHICH THE ***** REFUND=$0. 
  
  RAD: Rest assured, steps are being taken to improve our internal communication processes to prevent such occurrences in the future. We take your feedback seriously and will use it as an opportunity for growth and improvement within our company.

  ****** RESPONSE: NO--YOU DON'T. OTHERWISE THE ISSUE WOULD HAVE BEEN DEALT WITH ON THE *** OR *** AFTER MY ORIGINAL COMPLAINT TO THE COMPANY. I ONLY RECEIVED ATTENTION DUE TO MY COMPLAINT, OR I AM CERTAIN WOULD STILL BE IGNORED AND STUCK WITH A NON-WORKING ****.
  
  RAD: We understand your concerns about receiving a refund, and we want to assure you that if your dispute is withdrawn, once the bike is returned, we will initiate the refund process promptly. We value your trust and want to ensure that we regain your confidence in our products and services.

  ****** RESPONSE: I SEE. I WITHDRAW THE DISPUTE, RETURN THE **** (OSTENSIBLY IN ORIGINAL SHIPPING MATERIAL)/ "FREE OF CHARGE" AND YOU "INITIATE THE REFUND PROCESS PROMPTLY" TELLS ME NOTHING. YOUR INITIATION OF THE REFUND, THEN BECOMES YOUR PREROGATIVE TO KEEP THE ***** AS WELL AS THE RETURNED ****.

  ***************************
  
   

  

  Business Response

  Date: 07/20/2023

  Dear *******:
  
  We acknowledge receipt of your response regarding our efforts to address your concerns. We value your feedback, and we are eager to clarify our stance on the matter
  
  We apologize for any misunderstanding that *** have arisen from our initial response. Please allow us to explain in more detail. We understand your concerns about receiving a refund, however we cannot guarantee a full refund until your bike has been inspected upon return. This is a standard procedure to ensure that the returned product is in its original condition and meets the necessary criteria for a refund.
  
  As for your complaint and chargeback, we would like to inform you that we are unable to proceed with a refund until the case has been resolved. Once the dispute is withdrawn, and the bike is returned as agreed, we will promptly initiate the refund process!
  
  We deeply regret the inconvenience you have experienced and acknowledge that our response time fell short of your expectations. We are committed to learning from this situation and implementing improvements to prevent such issues in the future. Your feedback is invaluable to us, and we genuinely appreciate your candidness, as it presents an opportunity for growth and betterment within our company.
  
  We understand your reservations, and we assure you that once your dispute is withdrawn, and the bike is received and inspected, the refund process will be initiated promptly in accordance with our policies. To provide further assurance, we are committed to keeping you informed throughout the process, so you are aware of the progress.
  
  Our goal is to resolve this matter to your satisfaction and regain your trust in our products and services. We appreciate your patience and understanding during this process and are dedicated to rectifying the situation promptly.
  
  Please feel free to contact our customer support team should you have any further inquiries or require additional information. We look forward to resolving this matter and restoring your faith in our brand.
  
  Thank you for being a Rad customer!  
  
  

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20231932
  
  I am rejecting this response because: I want a refund of the shipping and restocking charges of the bike that is now in RAD's possession. Review past emails wherein I annotated my concerns with their expectations for me to put my trust in them to level a refund IF I dropped the chargeback and returned the bike in pristine packaging. They also agreed to pay for shipping and restocking of the bike. The bike was returned, I paid the shipping, they have the bike. PayPal has followed through with a refund of the cost of the bike. I want to be reimbursed for shipping and restocking. 

  By the way, this is not the first time I have seen RAD's preformed response. 

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

  

  Business Response

  Date: 08/11/2023

  Hi!

  Please respond with the necessary info requested in your support ticket *******. We asked for pictures of the bike boxed up and packaged and being returned to ****** You refused to use our pre-paid shipping labels so all 3 ***** tracking numbers show no movement and were not sent back to us. We have no record of return either by tracking or the pictures requested. Return tracking ************, ************ and ************. Please provide proof of sending the bike, phone mount and mirror back via the tracking you used and the pictures requested so that we may review. 

  Looking forward to hearing from you. 

  Customer Answer

  Date: 08/12/2023

  Here are documents that demonstrate that the bike was picked up by ***** from my home, delivered and signed by recipient, proof of payment and an email telling me my case has been resolved.  I am unable to upload proof of payment due to document size, but have that information as well. Charge for ***** overnight shipping: $1766.79.

  Customer Answer

  Date: 08/12/2023

  Note: I have not corresponded with the merchant since filing this complaint.

  I did not refuse to use their shipping label. I don't trust this company. Everything is one-sided--if the company so desired it could decide not give a proper refund for the damaged bike upon receipt, nor pay for shipping and restocking. By the way, the company had to approve the return of the bike to a different store? warehouse? someone's home? I sent the bike back to the place of origin. Then they turned course and canceled the approval. Their tactics--they even suggested (lied?) that my complaint with BBB was resolved--are unconscionable and irreconcilable. 

  I want to be reimbursed for the entirety of the shipping costs: $1766.79. Period. 

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20231932
  
  I am rejecting this response because: I have provided all of the documentation requested and more. The case has illustrated by emails, photos, ***** documents, BBB communications, and more. 

  RAD is at fault. I am done being harassed by this company and taken advantage of through their "business" policies.

  I want reimbursement for shipping and restocking fees.

  Period.

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

  Customer Answer

  Date: 08/25/2023

  Hello--I submitted all of the information as requested in the prior communication with the vendor. Please see uploaded photos from my last communication.

  Customer Answer

  Date: 08/25/2023

  I had already uploaded the requested documentation and photos as requested. I am unsure to what message you are referring. Please see below for a correction to the header on this page:

  Please only submit additional details if the information provided ****strike: "it" replace with "is" ****pertinent to the successful resolution of the case.

  

  Business Response

  Date: 08/31/2023

  To Whom It May ************************* ID: ********
  Order: 1108739 
  Customer: ***************************
  
  
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply.
  
  We have copied and pasted the text of our most recent email with the customer.
  
  Thank you!  
  
  -----------------------------------------------------
   
  We understand that this matter is of concern to you, and we appreciate the opportunity to address it.
   
  We would like to take a moment to provide you with a comprehensive overview of the situation to ensure there is a clear understanding of the circumstances surrounding your return and the associated shipping charges.
   
  As per our Return Policy, we request customers to provide photos documenting the condition of the bike before initiating the return process. This requirement is in place to ensure a smooth and efficient return experience and to protect both parties involved. On June 29th, we sent you an email requesting these photos to proceed with the prepaid return label. However, we did not receive a response to this request.
   
  In your email response dated July 17th, you stated, "I am not returning it within your policy, but on my own." 
   
  A supervisor also reached out to you on July 18th with an attempt to obtain the photo documentation we needed to send a prepaid return label. Due to a high incidence rate of fraudulent returns, we cannot provide prepaid return labels without first verifying the condition of the returned merchandise.
   
  We respect our customers' decisions, however, it's important to note that by choosing to return the bike outside of our policy, you assumed responsibility for the shipping arrangements and costs associated with the return. This aligns with the stipulations outlined in Section 4 of our Terms of Purchase, specifically under subsection g.
   
  Regarding the PayPal dispute for this order, we are pleased to inform you that the matter was resolved in your favor and any fees you paid directly to Rad Power Bikes for your bike have been fully returned to you. We did not deduct any shipping or restocking fees, although fees are typically assessed as part of our standard returns policy. For verification of this transaction, we recommend contacting PayPal directly, as fund reversals are managed through your banking platform following the resolution of payment disputes.
   
  Considering the circumstances outlined above, we are unable to reimburse the shipping charges you incurred by sending your bike back to us on your own accord. The choice to return the bike independently of our policy and without the requested photos led to significantly higher shipping costs than our standard ***** Ground return procedure. It's important for us to maintain consistency in our processes and policies to provide fair and equitable service to all our customers.
   
  We understand that this situation might not be the desired outcome, and we genuinely appreciate your understanding of our position. If you have any further questions or concerns, please don't hesitate to reach out.
  
  Thank you! 

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20231932
  
  I am rejecting this response because this business does not operate ethically, rather, it tries to trick its customers by it's ridiculous policies and protocols to take advantage of the consumer. 

   ***************************

• Initial Complaint

  Date:06/23/2023

  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.

  Ordered online an e-bike from RadPowerBikes. Bike shipped May 15,2023 from ********** to be delivered to *****. **** ended up going to ******* where it stayed for 3 days then shipped out to where it should have gone in the first place. Meanwhile no one answers at RadPowerBikes, why? Because phone customer service no longer exists. 2 weeks go by and the bike has made its way to *****. During this 2 weeks I speak several times with employees at RadPowerBikes Stores told of issues with the company and their product. I lose all confidence in purchasing a bike from this Company. I request ***** who has the bike to send the bike back to RadPowerBikes. I refuse the delivery. RadPower receives the bike back untouched by me 6/02/23, I received an email stating it was received by RadPowerBikes and a chargeback issued to me 6/08/23. As of today 6/23/2023 I have yet to receive my money back from RadPowerBikes. I have emailed Rad several times and NO ONE RESPONDS. Phone customer service does not exist, have been informed by a RadPowerBikes store employee Rads phone customer service **** is no longer. Over a month of paying for a bike I never had possession of and returned and still no money being refunded. $1,482.94 has been stolen by this company.I did notify my credit card company immediately and filed a dispute and sent all tracking details, emails from Rad to my credit card company. No response since 6/8/23 from Rad. They received the bike back untouched, unused but have refused to issue my money back.

  

  Business Response

  Date: 06/28/2023

  To Whom It May ************************* ID: ********
  Order: 1098844
  Customer: ***************************
  
  The customer disputed the charge for this transaction with their financial institution. According to our records, this chargeback has been settled as of June 8th, 2023. It is our recommendation that *************************** contacts the financial institution with whom they filed a payment dispute to determine a date of remittance, as our records show the funds have been deducted from our merchant account. There is no further information we can provide to the customer related to this payment dispute.  
  
  Thank you!  

• Initial Complaint

  Date:06/23/2023

  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.

  On May 28, 2023 I ordered a Rad Rover 6 Electric Bike at a cost of $2215.71 Order number 30-142011 It arrived on June 10. It arrived with a dead battery though their manual said it would be partially charged After charging the battery and putting the bike together. I turned it on only to find the display didn't work. I tried both sending an email to their support and phoning they did not answer the phone or respond to the email. I posted a picture on the forum for Rad bikes and was told that it looked like the computer froze on boot up and it would have to be replaced. I have sent them at least six more emails with pictures of the display and have yet to get any response. I've looked at sending it back but to do so I have to get a return shipping label from them since they do not respond can't get that. According to their website if I do return it I have to pay the shipping and they will charge me a 30% restocking fee to the tune of $718 for a bike that hasn't worked from day one.

  

  Business Response

  Date: 06/27/2023

  Hi!

  Thank you so much for taking the time to write in, and for being a part of our Rad Power Bikes community!
   
  We apologize for the delays in getting through to our support team. We value your time and understand the frustration that *** have resulted from this, and we extend our sincerest apologies.
   
  To fix the double 00 display issue on your RadRover 6 Plus from order 30-142011, we will need to send you a UI remote to switch out. We have created the order 30-146319 for this remote that is estimated to ship within 4 business days.
   
  We sincerely apologize about your experience and we value and appreciate you!
   
  We have also emailed you in ticket ******* for further details. Please let us know if you have any additional questions! 

  Customer Answer

  Date: 06/28/2023

   
  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,
  
  ***************************

• Initial Complaint

  Date:06/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rad Rover 6 Plus Fat Tire. Battery won't charge. Charger light blinks red continuously. We have consulted their website and followed the troubleshooting instructions but still doesn't charge. We sent two emails to support and the response is that they are experiencing a high volume of calls. There is a 30 day window to return and bike for a refund. We need this resolved before the return window is closed. When you call the 800 number, it sends you back to their website. Just a vicious circle.

  

  Business Response

  Date: 06/28/2023

  To Whom It May ************************* ID: ********
  Order: 30-145969
  Customer: ***************************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. We are very sorry to hear the customer's battery shipped out in an unresponsive state. Our team is more than happy to help troubleshoot the issue and order a replacement battery if necessary.
  
  Screenshots of our reply have been attached.
  
  Thank you!  

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20228440
  
  I am rejecting this response because:
  We have a series of complaints with our Radrover 6. We have performed the troubleshooting suggestions on the Rad website and are unable to resolve these issues. The service department replied but did not respond correctly to the initial complaint . We do not have a problem with the battery. Its the charger that is defective!

  1. The charger is defective so we need a replacement. 
  
  2.  information display does not work at all (blank screen)

  3. The screen in the middle reads 00 
  
  4. We have to disconnect the battery to shut the headlight off.
  
  We need to know what actions RAD will take to fix these issues. 
  
  We are so frustrated 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/15/2023

  To Whom It May ************************* ID: ********
  Customer: ***************************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and have been working with them directly. Please note, we have already sent out a replacement charger as well as the other parts necessary to correct the issues the customer included in their rejection. We have asked the customer to reach out via ticket ******* if they need further assistance, to which we have not been notified of any additional issues. 
  
  We are just as eager as the customer to get this situation resolved and have taken the necessary steps to support their requests! We ask that the customer continue to work with our Customer Support team. 
  
  A screenshot of both orders has been included. 
  
  Thank you!  

  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:06/22/2023

  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 purchased a Rad Rover 6 plus from Rad Power Bikes on Wednesday June 7th 2023. The bike arrived on Wednesday the 14th. I set up Wednesday evening and charged the battery. I tried to use the bike on Thursday and it did not work. The headlight would flash on for a second and then turn off, none of the displayed worked. I tried to work through troubleshooting tutorials. I tried to call customer service but they were closed. I tried to do live chat but it was disabled. I set an email Thursday evening explaining the situation. This bike is supposed to be my main commuter to and from my job, I expect it to work on arrival, but if it doesn't - I need it fixed quickly. It costs me $50 dollars a day to get to and from work because the bike isn't working. So far I've spent $250 going to and from work this week, which wouldn't happen if the bike was working. Because I was spending so much money and I cannot get ahold of customer support, I decided to have someone from Velofix come and look at my bike. Velofix is the company Rad Power Bike uses to fix their bikes. But it is a separate comapny. I have it confirmed by **** from Velofix that it is a controller(main computer) issue and I would need a replacement part. But I can't get ahold of customer support to GET the part sent out to me. So I think about returning the bike but I can't do that without customer service as well. This bike cost over $2100. I don't have the invoice available to me right now but I can update the exact cost later. This is a big purchase. Rad power bikes needs to take care of their customers. Apparently this is a common occurrence based on complaints here at BBB and also on reddit. It has now been one week since I contacted customer service via email. I need a properly working bike or I need to return this one. And if I return it, I need the refund ASAP as I will need to buy a new bike right away. Such a shame.

  

  Business Response

  Date: 06/27/2023

  To Whom It May ************************* ID: ********
  Order: 30-143736 
  Customer: *****************************/*************************
  
  We've responded to the customer's inquiry with some proposed solutions with the following ticket number: ******* and are eagerly awaiting their reply! We look forward to resolving this amicably and are grateful for *******'s and ******* willingness to work with our team.
  
  Screenshots of our replies have been attached.
  
  Thank you!  

• Initial Complaint

  Date:06/22/2023

  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 on 4/22/23 for two inner tubes for my Rad Rover 6 Plus ebike and paid $32.58 on my debit card. I had forgot about them and in the middle of May I realized I never received them. I tracked the order and ***** said they delivered them at my door on Sunday, 4/30/23. They were not delivered to my door, I don't know where they were delivered. I tried calling Rad Power Bikes Customer Support and no matter what time of day you call, their phone lines are always closed. You can't even do a live chat with an Agent. They say email *********************************** Which I have done four different times and still they don't acknowledge that they received my email. I use my bike for transportation to and from work but I haven't been able to do that since the beginning of May. I would like to have the two tubes that I paid for reshaped to my address with a signature required delivery. It is really sad when a company says they have customer support but you can't talk to anyone at that company and they do not respond to customer emails.

  

  Business Response

  Date: 06/28/2023

  To Whom It May ************************* ID: ********
  Order: 1086048
  Customer: *************************
  
  We are more than happy to work with ******* to get their inner tubes replaced due to an issue with *****'s delivery. However, there is an active chargeback/payment dispute on file for this transaction and we are unable to assist until this dispute has been withdrawn or settled. 
  
  If the customer is willing to withdraw their dispute with their financial institution, we will send out inner tube replacements right away! If they decline this solution, unfortunately we will not be able to assist until the chargeback or payment dispute has been resolved.
  
  We are eager to get this resolved so that ******* can continue to enjoy her RadRover 6 Plus! 
  
  Thank you!  

  Customer Answer

  Date: 07/05/2023

  The dispute I filed with my bank has been closed. I emailed this to Rad Power Bikes on 7/3/23 and they have not responded. I would appreciate it if you could convey this to them so they can send my inner tubes.

   

  Thank you for your assistance in this matter.

   

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

  

  Business Response

  Date: 07/19/2023

  Dear *******: 
  
  Thank you for bringing this matter to our attention. We sincerely appreciate you withdrawing the payment dispute with your bank, and we apologize for any inconvenience caused during this process. Your satisfaction is of utmost importance to us, and we are committed to resolving this issue promptly.
  
  Upon receiving your email on 7/3/23, we regret that there was a delay in our response, and we apologize for any frustration this may have caused. Rest assured, we have taken immediate action to address the situation.
  
  To rectify the matter, order number ******* was created by our team on your behalf on July 14th, 2023! This should resolve any outstanding requests you have in regards to your BBB complaint.
  
  We request that, going forward, should any other issues arise, please reach out to our customer support team directly. We are always here to assist you and find the best solution to address your concerns promptly. Utilizing escalated measures, such as charging back on your payment or filing a complaint via the BBB, can lead to unnecessary delays in resolving issues, and we want to avoid any such inconvenience for you.
  
  If you encounter any issues in the future, you can reach out to us by using our live chat feature for faster assistance. The live chat feature was reactivated recently to allow our customers to reach us and get help right away! You can reach us via live chat going to our website, visiting our *********** and clicking the "We're Online ??" button! 
  
  Thank you for being a Rad customer!  

• Initial Complaint

  Date:06/22/2023

  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.

  We recently ordered a RadWagon and accessories (order #*******). We assembled it last weekend. The front tire and wheel arrived worn, and the tire was deflated; it was pressed and rubbing up against the frame in the box. Based on the wheel rubbing in the shipping packaging, a wobble out of the box, and a constant leak, this tire seemed to have arrived with an issue. As a result, it is not safe to ride the bike. We reached out with this complaint, plus a second question, to Radpower support via email, with supporting documentation and photos. We received an almost nonsensical response that partly addressed the second question but did not address the issue of replacing the broken wheel. I followed up with a second email and request to address the broken wheel over a week ago but have received no response. I have called the support line over a dozen times at different times a day, but it is closed every time I call. Finally, I called a Radpower store in my area. The salesperson told me that Radpower has lost all of its customer service agents, it is not possible to call for support, and responses to emails could take over 2+ weeks. This is unacceptable; I paid $2500 to receive a broken product and would like a quicker resolution - which is to receive a new front wheel that is not broken.

  

  Business Response

  Date: 06/28/2023

  To Whom It May ******************************* ID: ********
  Order: 1108050
  Customer: ****************************************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. We've relayed our apologies to the customer regarding the condition in which their bike arrived due to shipping damage that *** have occured while the bike was in transit. We are happy to replace any damaged components upon receipt of photo or video documentation. 
  
  A screenshot of our reply has been attached.
  
  Thank you!