Complaints

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

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  Rad Power Bikes Inc.

  1121 NW 52nd St Seattle, WA 98107

  
• 

  Rad Power Bikes Inc.

  535 Florence St Imperial Beach, CA 91932

• 

  Rad Power Bikes Inc.

  2107 S 700 E Salt lake City Utah, UT 84111

• 

  Rad Power Bikes Inc.

  1121 NW 52nd St Seattle, WA 98107-5130

  
• 

  Rad Power Bikes LLC

  275 W 5 Ave Vancouver, BC V5Y 1J3

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

• Initial Complaint

  Date:06/22/2023

  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 purchased the RadRunner 2 online (order number 30-142839) and received it on June 8. I charged the bike immediately after assembling without any issues. But after first ride I was unable to charge the battery anymore. The charger light stays as green color when she plug or unplug from the battery. My battery is definitely not full because 1) I rode the bike for about 25km only, and 2) when mounted onto the bike, the bike LED screen shows the battery is only 3/5 full.The charger light stays green the entire time.I am a retired senior and unable to drive to your store to have the battery replace. This is why I purchased the bike online originally.*** has completely disabled the toll-free even though the owner's manual showed the toll-free number. The only way is to Email can-*********************************** We Emailed Rad on June 9 (second day of receiving the bike) and there's ZERO response whatsoever. It's been two weeks. There's absolutely no support whatsoever.We tried calling the store directly like 20 times and finally it got through. The Rad person told us likely a fuse has blown and asked us to fix it ourselves. 1. We received a defective battery from a brand new bike and replacement battery should be sent instead of asking customers to fix it themselves. 2. The battery runs abnormally hot after riding and it feels like something wrong with the battery itself (not just the fuse).I am now stuck with a non functioning E-bike.Photos are attached showing the battery not charging (same green light when battery is plugged in or unplugged).

  

  Business Response

  Date: 06/28/2023

  To Whom It May ************************* ID: ******** 
  Order: 30-142839
  Customer: *** ***************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. In order to get a battery replacement issued under warranty, we must abide by company policy and obtain documentation that a fuse replacement has been completed. The customer's cooperation with the warranty replacement claim process is greatly appreciated! 
  
  Screenshots of our replies have been attached. 
  
  Thank you!  

  Customer Answer

  Date: 07/08/2023

   
  Complaint: 20221581
  
  I am rejecting this response because:

  1. I have indicated to the Merchant (Rad Power Bikes) that I have followed the instruction and tried to replace the fuse. However, the fuse cover is really tight and stuck on the battery. Therefore the fuse cover cannot be opened. I have attached the photo of the fuse cover (showing that it cannot be opened and now it's all scratched). Even with the evidence, the Merchant (Rad Power Bikes) still has refused to replace the battery. The Email exchange is keep going back in circles (ie. the Merchant keep on asking me to replace the fuse, and I keep on responding with the fuse cover cannot be opened and therefore unable to replace the fuse). The Merchant is very irresponsible with their product warranty.

  2. The Merchant (Rad Power Bikes) should not even ask customer to fix the battery when the battery is DOA (Dead On Arrival). The Merchant should immediately replace the battery instead of asking Customer to spend time and money and try to fix the battery themselves, especially this is a brand new purchase. 

  The Merchant (Rad Power Bikes) is clearly violating consumer laws and refuse to honor warranty on a brand new purchase. I hope BBB can take action on this matter with this Merchant. Thank you.

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

  

  Business Response

  Date: 07/20/2023

  Dear *************, 
  
  We have reviewed your complaint regarding the battery replacement for your Rad Power Bike, and while we empathize with your frustration, we must respectfully disagree with your assertions. We take all customer concerns seriously, and we wish to address each of your points in a clear and comprehensive manner.
  
  Fuse Cover Issue:
  We acknowledge that you have attempted to replace the fuse, and we appreciate your efforts in troubleshooting the problem. However, it is essential to follow the troubleshooting steps as part of our standard warranty procedure. This is to ensure that we explore all potential solutions before resorting to more time-consuming and costly measures. We apologize for any inconvenience caused during the process!
  
  Battery Issue:
  We understand your frustration with the situation, and we sincerely apologize for any inconvenience you experienced with the battery. However, our warranty policy is designed to ensure that we exhaust all possible solutions before proceeding with a replacement. By asking customers to attempt troubleshooting, we aim to facilitate faster resolutions and reduce the overall downtime for our customers.
  
  It is important to note that our batteries undergo rigorous testing before they are shipped, and in most cases, the issues can be resolved through troubleshooting. In situations where the problem cannot be resolved through troubleshooting, we promptly initiate the replacement process. Please rest assured that we are committed to providing the best customer service possible, and we are always looking for ways to improve our processes.
  
  Consumer Laws and Warranty Obligations:
  At Rad Power Bikes, we take our legal obligations seriously. We assure you that we are fully compliant with all consumer laws and regulations. Our warranty policy aligns with the requirements set forth by the governing bodies, and we honor our warranty obligations diligently.
  
  We reiterate that we have issued a battery replacement to you under warranty, and this replacement was signed for on July 18th, 2023, at 10:57 am. We fulfilled our obligations to you as a valued customer, and there was no violation of consumer laws in this instance.
  
  Conclusion:
  We regret that you feel dissatisfied with our resolution process, and we sincerely apologize for any frustration you experienced during the troubleshooting steps. Our intention is always to provide exceptional service to all our customers, and we continuously strive to improve our support procedures based on customer feedback.
  
  We encourage you to reach out to our customer support team directly if you encounter any further issues with the replacement battery or if you have any additional concerns. We are here to assist you and ensure your satisfaction.
  
  Thank you for choosing Rad Power Bikes. We value your business and are committed to delivering a positive experience to all our customers!

  Customer Answer

  Date: 08/01/2023

   
  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.

  Although I would like to point out the frustration with Rad Power Bikes to get the defective battery replaced. I had to email them at least a dozen times and file a complaint through BBB to get it resolved. 

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

• 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 05/27/2023 for $1,494.56 for an electric bike. My order number is #*******. It was delivered on June 6th and the bike would not work at all. I emailed and tried to call the same day it was delivered and have not received a response besides an automated email saying my ticket was closed followed by another one saying it was closed by mistake and reopened. At this point I just want my money back.

  

  Business Response

  Date: 06/26/2023

  To Whom It May ************************* ID: ********
  Order: *******
  Customer: ***********************
  
  Upon review of *************************** request, our ****************** has notified us that there is an ongoing chargeback/payment dispute initiated by the customer with their financial institution in relation to order number *******. Consequently, we are currently unable to offer any further support or troubleshooting for this matter, nor can we proceed with any warranty replacement orders until this dispute is resolved. 
  
  Should the customer decide to inform their financial institution of their withdrawal from pursuing the chargeback/payment dispute, we will gladly resume our assistance and arrange for any necessary replacements to rectify the issues encountered with *************************** RadRover 6 Plus.
  
  We are eager to assist the customer with their RadRover 6 Plus and are hopeful that all parties involved can agree to an amenable resolution for this issue! 
  
  Thank you. 

  Customer Answer

  Date: 07/01/2023

   
  Complaint: 20219735
  
  I am rejecting this response because:

  I did not open a dispute until after a week of unanswered support requests. The dispute is for a defective product and I just want to return it. Why would I cancel the dispute if I have nothing showing me I will actually get support with my issue. This is the 3rd bike I have bought from Rad Power Bikes and I never had a problem with the first two bikes I bought.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/21/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered from Rad Power Bikes and have several issues with the product delivered. Some items are faulty and nonfunctional. I tried to call the customer service number and there is a message saying support is turned off on this route and to email customer service. I have now sent at least 4 different emails over the course of a month with no response.

  

  Business Response

  Date: 06/26/2023

  To Whom It May ************************* ID: ********
  Order: 864145
  Customer: ***********************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. The customer was asked to provide documentation of the issues they've noted with their RadWagon 4 and RadRover 6 Plus via case ID ************. To date, we have not received a response with the requested documentation. However, upon receipt, we will be more than happy to troubleshoot these issues and determine if/what replacements may be necessary.
  
  A screenshot of our reply has been attached.
  
  Thank you!  

• Initial Complaint

  Date:06/20/2023

  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.

  Ordered (2) electric bikes from Rad Power last July (2022). One for myself: *********************, Order #******, for a model Rad Rover 6 Plus in Glossy White with an accessory basket for a total of $1,798.92. One for my wife: *******************, Order # ******, for Rad Rover 6 Plus in Charcoal with an accessory seat for a total of $1,788.30. The total remitted to Rad Power for the 2 sales was $3,587.22. The semi-integrated batteries which provide power to the bikes have a 1 year warranty. One of the batteries will not charge at all and only has 1 of 10 charge indicator lights lit up. The other battery will not hold a charge. The replacement cost on their website is around $600 with shipping but the bikes are useless without the batteries as they are too heavy for us to pedal without the battery assist mode and we are both 60+ years old.This problem started last year but we have been unable to reach Rad Power customer service by phone. The ********************** have been used very little and they are stored indoors with the batteries kept inside so there is no reason for these defects to manifest.The phone message, when called, directs you to the online help center for battery troubleshooting. We have exhausted every option for resolution without success. We have tried to remain patient but our 1 year warranty period is rapidly approaching it's expiration and we have had absolutely no response from Rad Power after months of attempted contact by phone and an email to ********************************** The email provided information about our issue and requested assistance with the battery warranty replacement process.Battery 1 ( No Charge): Model Rad - S****Y Rating: 48V 14AH 672WH BDLGRADH48140994U16Q0247 Battery 2 (Won't hold charge): RAD - **** 48V 14AH 672WH BDLGRADH48140084U15W0029 We are simply wanting Rad Power to honor the warranty before it expires and ship us replacement batteries as stated on their website, ***************** and Support" "Best-in-Class Service"Please help and thank you.

  

  Business Response

  Date: 06/26/2023

  To Whom It May ************************* ID: ******** 
  Order: ******, 840861
  Customer: ****** and *******************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. We've requested documentation showcasing the battery issues they've described so we can start the warranty replacement process. 
  
  Screenshots of our reply have been attached.
  
  Thank you!  

  Customer Answer

  Date: 06/30/2023

   
  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:06/19/2023

  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 the Rad Runner ebike in the fall of 2021. The box arrived damaged, but the bike seemed to function. A couple of months later I experienced a flat tire due to an issue with the back rim. I messaged Rad about this issue and explained the rim issue and they just sent me a new tube. This happened two more times over the course of a few months. I upgraded to a puncture-resistant device (armor lining that Rad sells) and a *********** installed the new tube. I reiterated the issue with the rim, however, they would not replace the rim. The RAD technician stripped the s**** to remove the back tube, so the 4th time this happened I had to cut the s**** off and replace it. After a year the flat tires just continued and the communication for customer service has become increasingly more ghostly. Twice I have had to walk the bike 5+ miles due to the flat and have fallen off the bike as the components gave out. A few months ago this occurred again and the rail guide on the bike ultimately broke. The rail guide does not function now and I have been trying to get help from Rad for months now. The only form is email and twice I have gotten an email saying that my customer service ticket is being closed. I paid $1,352.00 for this bike to commute to and from school in extreme heat and I feel completely cheated by the service of this company. The bike has been sitting unusable for the majority of the time I have had it. My latest email is begging them not to close the ticket. I have tried so many times to contact the company but it now seems I am going to be ignored. My issues began when the bike was under warranty and the lack of customer support or even a reasonable response is unethical. I would like a refund for this bike or at the very least a replacement of the bike or needed components. Trying to call Rad customer service is impossible and I am just going back and forth in email as they close my ticket requests. I have this correspondence recorded.

  

  Business Response

  Date: 06/24/2023

  To Whom It May ************************* ID: ********
  Order: 560387 
  Customer: ***********************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. The customer is no longer under warranty and we were unable to find supporting correspondence that shows the issue with the customer's chain tensioner was brought to our attention within the warranty period. However, we have reached out to the customer regarding part replacements and have offered to waive the shipping on the part that is necessary to correct the issue with the customer's RadRunner. 
  
  A screenshot of our reply has been attached.
  
  Thank you!  

• Initial Complaint

  Date:06/19/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an electric bike manufactured by Rad that has stopped turning on. I have attempted to resolve the problem with Rad customer support and they have made suggestions as to how to inspect the bike for possible problems. The bike is still under warranty and I would like the bike to be repaired and restored to working order. They have ceased returning emails.

  

  Business Response

  Date: 06/24/2023

  To Whom It May ************************* ID: ********
  Order: 961485 
  Customer: *****************************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and have issued the necessary replacement parts to correct the power failure observed with the customer's RadMission. We are happy to continue troubleshooting in the future if necessary but are confident this solution will fix the issues as noted with the customer's bike. 
  
  A screenshot of our reply has been attached.
  
  Thank you!  

• Initial Complaint

  Date:06/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased (2) new Rad Rover 6 Plus E-bikes.Date of purchase: 5/28/2023 Order No.: ******* & ******* Purchase Amount: $2965.88 + $188.68 Issue: One of the bikes does not work at all. I have done all of the troubleshooting recommended on the Rad Power Customer Support pages.The Customer Support phone number just states that they it closed while they catch up on issues. I have emailed support and only received an automated response. I reached out on social media and only received an automated response. The Live chat promised on their website is also out of service.I would like a full refund for the purchase price of the bikes and the accessories (two baskets in addition to the bikes) which totals $3,154.56. The company has not fulfilled their obligation. The bike does not work and they do no have the capability for after sale support. They promised customer support over the phone which they do not have. They promised Live online support with they do not have. Their warranty at this point also means nothing if they are not able to provide support in any way.

  

  Business Response

  Date: 06/24/2023

  To Whom It May ************************* ID: ********
  Order: *******, 1111188
  Customer: *****************************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. We are more than happy to work with ***** to troubleshoot this issue and attempt to resolve it by replacing any affected components under warranty. We are also open to authorizing a return request, however, per our Return Policy, we must attempt to troubleshoot any defective/damaged bikes before we can authorize a return.
  
  Screenshots of our replies have been attached. 
  
  Thank you!  

• Initial Complaint

  Date:06/19/2023

  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 received a RadRover bike and assembled it. (Order number *******) When I turn it on, I get an error 30 code. I have tried all of the possible repair options shown on Rads website, but cannot get any communication from their customer support though email or phone. I dont think its unreasonable to expect a working product.

  

  Business Response

  Date: 06/24/2023

  To Whom It May ************************* ID: ********
  Order: 1120998
  Customer: ***********************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. We are more than happy to work with ******* to troubleshoot this issue and attempt to resolve it by replacing any affected components under warranty. We are also open to authorizing a return request, however, per our Return Policy, we must attempt to troubleshoot any defective/damaged bikes before we can authorize a return. 
  
  Screenshots of our replies have been attached. 
  
  Thank you!  

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20204693
  
  I am rejecting this response because: Rad Power bikes said that I could return the bike, but would have to pay $150 return shipping. That is unacceptable, I will not pay to return a defective product. I responded to their message and informed them of that 2 days ago, but have had response.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/12/2023

  To Whom It May ************************* ID: ********
  Order:  1117267
  Customer: ***********************
  
  We've responded to the customer's inquiry with the following ticket number: *******. All shipping fees have been waived and we are awaiting confirmation that the customer has repackaged their bike according to the Repacking Instructions attached in the email exchange via ticket *******. 
  
  Thank you!  

  Customer Answer

  Date: 08/02/2023

  I am still working with Rad bikes to resolve my complaint. After more than a month of slow communication with them, I have returned the bike, but as of yet have not received a refund. So far they have been very helpful, it is just that there is about a 5 day lapse between each message.

• Initial Complaint

  Date:06/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a rad power bike with some accessories (Order Numbers: ******* and *******) I needed to make an adjustment to the order since one accessory wasn't compatible with my bike and the I wanted to swap out my first discounted accessory. On their helpdesk (****************************************************************************************************) they said in order to change an order that hasn't shipped we will need to cancel the order and get a refund. Upon reviewing their terms of purchase (**************************************************************) Section 7b says, "You can cancel an order up until the order has been transmitted to the warehouse (generally one business day from when the order is placed)."I submitted a cancellation request by emailing support within 76 minutes of placing my order. because I saw no other methods for it. ************************************ ticket number: #********) I never received a response from them and they failed to cancel my order. They ended shipping me both the cancelled orders and my redone order. I got a notification that all my orders shipped 2 days later and tried to escalate it again with no luck, support reached out but did nothing. When messaging them on IG, they stated that orders cannot be cancelled once made, and I would have to pay shipping fees to return all the items. I would be willing to return the items but they violated their own terms of purchase and I have no intention to pay a fee. Furthermore the bike was damaged upon arrival with multiple scratches. Because they violated their terms and the bike was damaged I believe I should be able to keep the items and keep my funds.

  

  Business Response

  Date: 06/24/2023

  To Whom It May ************************* ID: ********
  Order:  1120998 & 1120999
  Customer: ***************************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply.
  
  We are more than happy to work with ****************** to replace the damaged items on their RadRunner Plus that occurred while the bike was in ******* possession. 
  
  We are also open to work with the customer to return any accessories that *** be incompatible with their bike. This return will have no return shipping fees/restocking fees deducted, since their cancellation request was indeed made within one business day of order creation.
  
  Screenshots of our replies have been attached.
  
  Thank you!  

  Customer Answer

  Date: 07/07/2023

  After almost daily follow-*** for the past 3 weeks, Rad Runner finally got back to me. They still claim it was my fault for not canceling in time, but that is incorrect even according to their records. Their customer service has become unbearable, they also got my return wrong. I was able to return the bike (sent by them mistakenly) and some of the accessories, but not all. 
  
  Overall what they promise and say on the terms of service/purchase are rarely communicated to the support and their response from support takes 3-4 weeks for a reply. Luckily my actually bike wasn't damaged otherwise I would be without a bike for weeks if anything was damaged. 
  

  
  

  

  Business Response

  Date: 07/15/2023

  Hello, Zubair: 
  
  We have sent a response to your request vis support ticket 1870278.
  
  Regarding order #*******, we have submitted our response to your dispute that informs your credit card company we are accepting the chargeback. The charge for $188.42 will be reversed upon settlement with your credit card company, so we do not have any specifics regarding when funds will be released. 
   
  Regarding order #*******, we received your bike on 7/14/2023. As such a refund of $2,062.04 has been processed. 
   
  Regarding order #*******, a refund was processed on 7/13/2023 in the amount of $108.36. 
   
  Regarding order #*******, a refund was processed on 7/14/2023 in the amount of $49.01.
   
  As such, this settles all outstanding disputes that have been opened. As such, we believe this dispute has been resolved and your complaint can be closed. 
   
  Please reach out with any additional questions, comments or concerns.
  
  Thank you for being a Rad customer!  

  Customer Answer

  Date: 07/17/2023

  They have accepted the return. This is resolved. 

• Initial Complaint

  Date:06/18/2023

  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.

  date of transaction: 5/27/2023 Money paid : $ **** for bike (radrunner 2 + ***************************** send mre the bike but didn't send the Passenger Package (valued $119 inc. Tax)I have emailed 4-5 times but no respond.they should ship the passenger package I purchased and they missed to send with the bike.Order #*******

  

  Business Response

  Date: 06/24/2023

  To Whom It May ************************* ID: ********
  Order: *******
  Customer: ****** (*****) Payamfar
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply.
  
  We believe this case should be closed as it was communicated with the customer, both at the time of checkout, as well as via our follow-up email, that it item in question from order ******* is on backorder until July 7th. 
  
  We sincerely apologize for any miscommunication or confusion this has caused! 
  
  A screenshot of our reply, as well as a screenshot of the Passenger Package product page from our website, has been attached.
  
  Thank you!