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:08/19/2024

  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.

  order#******* I bought a bike less than 3 weeks ago and as soon as i received the bike they had a sale which i contacted Rad bikes to see if they can honor it sinces it been only a fews since i received the bike.This is my 3rd Rad bike with them .Not only was the customer service *** not connecting me with a supervisor but was a bit rude .She wouldnt transfer me to a manager After which i said i would like to return the bike since its not even been opened she said they would charge me a 30% restocking fee!! All i wanted was them honouring the sale or returning the item without any fee they wouldnt do either! im extremely disappointment since most businesses honour sale if its in the 1st 30days also me buying with them the 3rd time a bike.Im disappointed and will try to file a claim with my credit card company if they dont either honour the sale or return the bike with no restocking fee.

  

  Business Response

  Date: 08/26/2024

  Hi *****!

  The bike you purchased on July 21st on order 1322079 was before our mid-August promotion started, so you would not qualify for the promotion. 

  If you would like to return the bike, all return policies would be valid including any return shipping and restocking fees. You can view our return policy here: 

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

  Please reach out if you have any additional questions. 

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22166800
  
  I am rejecting this response because: why would i have ti pay restocking fee for a brand new bike ? I requested the price to be honored in  3weeks and they wouldnt do that
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/14/2024

  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.

  We purchased a rad city 5 plus ebike about 2 years ago. The electronics dont work! Weve called, emailed and no response. They should make good on their product, fix it or reimburse us. There is no service center in ****************, so we are stuck with a totally unusable bike that should be running perfectly

  

  Business Response

  Date: 08/22/2024

  Hi *******! 

  Thank you for taking the time to provide feedback on your experience with our company. We are always looking for ways to improve our services and your feedback is valuable to us. The RadCity 5 Plus Step Thru bike that you purchase in 2022 is out of warranty and we do see that you were offered a 50% discount on this controller as a courtesy. You placed order ******* today and your controller is estimated to ship within 2 business days. 

  We sincerely apologize for any frustration! Please reach out in your support Case# ************ if you have any additional questions. 

• Initial Complaint

  Date:07/27/2024

  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.

  Purchase date: July 21, 2024. Paid a total of $1,624.25 (ref: order# *******).The bike advertised was a RadRover 6 plus/Step Thru, with various specifications including front tire assembly having a QR (quick release) axle. This is used to easily change a flat when away from home riding on a trail with minimal tools.The bike that was received on July 25, 2024 and did not have a QR (quick release) axle for the front tire assembly, but came with a 'bolt on axle', which is a cheaper more inexpensive option. The documentation that came with the bike (eg. the manual), shows the bike's front tire should be a QR type axle and gives instructions on installation of it (alternatively, there is no mention of a 'bolt on axle' that came with the bike and likewise no instructions for assembly of a 'bolt on axle' in the manual provided).I contacted tech support the same day the bike was received, and the tech support person, after researching the issue and after I submitted pictures, said they had been shipping with both QR axles and 'bolt on axles', however, were transitioning to a 'bolt on axle' vs the normal 'QR axle'. This change in specifications was not documented on their website, as the support information I provided shows. I requested the issue be elevated to management and furthermore requested a replacement of the front tire assembly with what was originally advertised on their website. They did not agree to this. This is nothing short of false advertising from my perspective, since at the time of purchase, the visible documentation on their website advertised a 'QR' front tire axle.The documentation provided shows where the advertising was displayed their website and shown on their ******* channel. In addition, screenshots are provided of the hardcopy manual that came with the bike that agrees with the statement, the bike was supposed to have a 'QR' front tire axle.

  

  Business Response

  Date: 07/31/2024

  Hi *****! 

  Thank you for taking the time to share your experience with us, and we genuinely appreciate your feedback. On page 5 of your user manual, it does state that "Depending on when your ebike was manufactured, it is possible that you may receive an ebike with either a bolt-on axle mechanism or a quick release lever mechanism." The majority of the RadRover 6 Plus bikes that are being shipped out currently are going to now be the bolt-on axles. 

  You may view a copy of your user manual here: 

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

  In our quick release axle ******* installation video, the bolt on axle info pops up in top right of video at minute **** 3:47 ****ed "Bolt On axle Installation". That installation video is located here: *******************************************

  When you click on that pop up "Bolt On Axle Installation", it will direct you to the Bolt On Axle Installation video here: 

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

  We sincerely apologize for any confusion or frustration. Please let us know if you have any additional questions. 

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22052985
  
  I am rejecting this response because the manual you are referring to was not the manual that was delivered with my bike.  On page 5 of the manual delivered there is NO reference to a bolt-on axle for the front tire.  All references to the front tire are for 'Quick Release' type axle.  I'm attaching a screenshot of page 5 from the hard copy manual that I received with the packaging of the bike delivered from you.
  
  Sincerely,
  *************************

  

  Business Response

  Date: 08/05/2024

  Hi *****!

  Thank you for your response. It does appear you received an older version of the manual which does also say at the top "Please note that your RadRover may include components that look different from those in the illustrations above and elsewhere in the manual. Such changes help ensure uninterrupted shipping. Our engineers rigorously test each component to guarantee quality and compatibility". The bolt-on axle is now what most RadRover's will have and manuals were updated last year. 

  If you would like to return the bike, we can set up the return with a ***** pickup directly at your home. There would be no restock or return shipping fees associated with this return if you choose to do so. Please let us know if you would like to return and we can start that process for you. 

  We sincerely apologize about any confusion or frustration and we look forward to hearing from you. 

  Customer Answer

  Date: 08/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their proposed solution to have ***** pick up the product without any penalty of cost to me in regards to shipping or restocking fees is acceptable to me.  I'm an not sure who to contact from their company to follow through on their proposed solution.  Therefore, whether they hold up their end is TBD and this complaint should remain open until they make the arrangement to pick up the product and I received a refund in full.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/26/2024

  Type:Sales and Advertising 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 bike May 22 2024 that was advertised that with purchase of a bike I would receive a free second battery. The company made no contact with me to tell me there was no battery. I had to contact them. I was told it was out of stock and no restock date. July 3 they contacted me and said that the battery I was supposed to receive is no longer being made and I was getting an upgrade that would ship in four days. It's been almost 30 days they won't tell me where my battery is. I haven't recieved it. They keep giving me a run around and will not answer my questions. The entire reason I ordered a Rad Power bike was for the promotional second battery. I was going to buy a Swytch bike kit for my current $500 bike I already own. This bait and switch and fooling me into purchasing a bike on a fictitious promise of a second battery is getting annoying. It's been three months and nothing has been upheld on their end.

  

  Business Response

  Date: 07/28/2024

  Hi *****!

  Thank you for taking the time to share your experience with us, and we genuinely appreciate your feedback. We'd like to express our sincerest apologies for the frustration and inconvenience you have faced in dealing with the issue you encountered with receiving the additional free battery from the promotion.

  You ordered May 22nd and you had forgotten to add the free battery to your order when the order was placed. You called back in to add it and a representative did add the free battery to your order which actually should have been a separate order since we cannot make changes to orders after they process as stated at checkout. That was an error by *** on how that free additional battery was added and our apologies for that error. 

  When you alerted us to the fact that your battery had not shipped, the free batteries from that promo were then out of stock. A supervisor then placed a separate free battery upgraded order to our new Safe Shield battery on July 3rd as a courtesy due to the free External batteries being out of stock with the expectation of this free upgraded battery shipping in 7-10 business days. There was a slight delay at warehouse but your battery was delivered July 27th according to your ***** tracking information. 

  We apologize for the errors and delays that you have experienced and have sent you a Rad gift card to your email. This gift card can be used on any future purchase and does not expire.

  Please let us know if you have any additional questions and we sincerely apologize about any inconvenience Manda.  We hope that you are enjoying your RadExpand 5 and thank you for being a part of the Rad community! 
  

  
  

  Customer Answer

  Date: 07/28/2024

   
  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. There is a little of of lying on their part I contacted them weekly in which they kept lying to me it was being processed I still think they deserve a bad **** against their BBB rating. 
  
  Sincerely,
  
  ************************

• Initial Complaint

  Date:07/17/2024

  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 two bikes from Rad, the Rad Runner 2 and the Rad Wagon 4. Upon receipt, the charger that came with the Rad Wagon 4 was not working and has something loose inside that rattles around. Also, the for for the Rad Runner 2 is bent. I reached out in June to notify of these issues and submitted photographs and ****** was able to get approval to send me a new fork and new charger and he gained approval to reimburse me for the forwarding cost, as these bikes were sent to ***** and I paid to forward to ******. After not receiving any notification that these items had been shipped, I called again on July 10, 2024 to see what the status was and it was like they didnt even know I bought these bikes. I had to go through everything again and the agen this time, ******, told me she cant help and that someone would reach out within ***** hours, which didn't happen. I called back again today July 17 at 11:32 AM and spoke with a very ********************* who basically said she cant help and that they were not going to approve the forwarding reimbursement that ****** put me on hold for 45 minutes on June 28 to work out. So after three calls and thinking we made progress, *** never upheld that agreement made with ****** when I called June 28, at 2:03 Pacific Time. Nothing has been sent, nothing is approved for forwarding these items to ******, and now I wait another ***** hours for a response that I doubt I will get, since they didn't respond the other times. Rad gave me a solutions, I agreed to it, and now there has been no action and I am being told the agreed upon solution is not an option anymore. I called to see what the

  

  Business Response

  Date: 07/29/2024

  Hi *******! 

  Thank you for taking the time to share your feedback. We only sell and ship parts within the ** and ****** and we never reimburse for shipping to another country.  This information is stated in our warranty terms that replacement Warranted Product(s) under this Limited Warranty shall only be shipped to the address of the original purchaser. You may view our warranty terms and terms of purchase here:

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

  We also received photographs that indicate extreme stunt riding and not a manufacturer defect on your bent fork. Any damage or defects to Covered Components resulting from failure to follow instructions in the ebike owners manual, acts of God, accident, misuse, neglect, abuse, commercial use, alterations, modification, improper assembly, installation of parts or accessories not originally intended or compatible with the ebike as sold, operator error, water damage, extreme riding, stunt riding, or improper follow-up maintenance will not be covered. This information can also be found in the above links.

  If you would like to purchase any parts and have them shipped to a freight forwarder in the ** to get them to you, you will be solely responsible for shipping to ****** and assume any liability. Also stated in the above links explains that if you choose to set up your own independent shipping method, such as use of a freight forwarder or other similar service, Rad Power Bikes will not replace any Covered Components damaged during such shipping method.

  Please let us know if you have any additional questions. 

• Initial Complaint

  Date:07/14/2024

  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 visited my local Rad Bike shop in ************** **, which is open 4 days a week. I have owned my RAD Bike for 18 months and the throttle ceased to function. The bike is very heavy and I am a senior citizen. Upon taking the bike to the local shop, I paid (out of warranty) and proceeded to leave. The service manager was very cooperative and insisted on helping me mount the bike on the vehicle. Another employee rushed out to the car and TOLD him that he couldn't help me lift the bike up. Against company rules. Back in the showroom, the service person again wanted to help and this person, again, (*****) rushed up and started screaming out me, like I was a child! Everyone in the showroom stopped what they were doing to watch. When I tried to explain to ***** that the service person had insisted on helping, ***** insisted on intercepting him and started hollering and refused to allow me to speak or explain. He walked away when I tried to speak! I cannot believe that regardless of the reason, they let a person such as this, interact with the public. The service person and other staff, could only shake their heads. I have discouraged other friends from purchasing an electric bike from RAD!

  

  Business Response

  Date: 07/23/2024

  Hi ******! 

  Thank you for taking the time to share your feedback. We apologize for any inconvenience that you experienced and want to assure you that we are taking your concerns seriously. The employee that assisted you was not comfortable being involved in the loading of the bike on what appeared to be an unsafe bike rack. We care about your safety and the safety of others and could not in good conscious assist with loading a bike where we were not comfortable with the integrity of the rack for transportation. We sincerely apologize you perceived this in another way as that was not the employees intention. We will take your feedback into account and work on improving our processes in the future. Thank you for contacting us. 

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21988224
  
  I am rejecting this response because:

  I do not question the issue with my bike rack.  I did not send in a complaint based on that and I stipulated that in my original letter. I accept the company policy regarding my bike rack and the charge for repair, though a one year warranty period is insufficient.  I am concerned, as with your other customers, at the attitude and mode of communications that your employee displayed. Screaming at a customer, in front of other customers and employees is not acceptable. Shushing a grown man as if I were in the 4th grade is totally unacceptable (and degrading)!! ***** needs (badly) a course in customer relations....if you plan on selling bikes in the ********* area. I will stay away from your ************** store and advise my friends the same. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/08/2024

  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 contacted this company over a month ago regarding a faulty charger.I was told there a response rate is 5-8 business days, so I patiently waited After following up multiple times, I was finally contacted and asked for information regarding my complaint. This information was sent in the original email. However, I sent it to them again.Was told via email that my bike was likely under warranty (I have only had a short time) and they would check my warranty and get back to me. The resolution was that they would Send me a new charger.Ive followed up multiple times, and the company has stopped responding to me. In frustration I requested to return the bike as an exception to the return policy. It has about 40 miles on it, which is a little higher than what they would normally accept. They rejected my request and stopped responding.All they have to do is send me a new charger to resolve this issue.

  

  Business Response

  Date: 07/18/2024

  Hi! 

  Thank you for bringing this matter to our attention. We sincerely apologize that you had to wait for an extended period of time for a response to your request for a charger. We value your feedback and take it very seriously. We are continuously working to improve our services and we strive to provide a great customer experience. We see that you did place order 1299727for a charger and we have refunded that order in full. Please allow up to 2-7 business days for your refund to be reflected on your banking statements, depending on your financial institution. Please let us know if you have any additional questions! 

  Customer Answer

  Date: 07/18/2024

   
  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 would like to add that this company should seriously evaluate the failures of the service inquiry process. I ordered the charger because I could not get a response and thats how I knew it was a problem. Any response to my multiple inquiries on this would have avoided this complaint and you wouldve kept a customer now lost.

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

• Initial Complaint

  Date:06/28/2024

  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 bought the 2019 model of the rad wagon. The bikes are incredibly heavy and with myself and 2 kids (combined weight of 210 lbs) the tires are ruined after every ride. When I say ruined, not just flat. They have to be replaced. After $800 in paying a mobile bike company to replace tires, I have had to stop riding it. It sits in my garage wasting space getting unused. I spent $1,900 for this, the caboose and basket. What a complete waste. This is an absolute design defect. A bike of this weight should have been made with bigger tires. This is evidenced by the many people I am finding have the same issue on the 2019 and older models. Rad bikes knows this and now makes the wagon with wider thicker tires that can handle the weight of the bike. I want my money back or a new bike that has tires that can hold up.

  

  Business Response

  Date: 07/06/2024

  Hi ********!

  We do not show any Rad orders under your email address, phone number or name so we were not able to pull up your specific Rad order, we apologize. You did state that you purchased 5 years ago in 2019 so the bike would no longer be under any type of warranty and tires would not be covered even if under warranty, we apologize. Tires are considered a wear and tear part on your bike. 

  We recommend Tannus Armour for your tires. We partnered with ****** to bring their patented Aither Technology to each of our tire sizes. The result is an extra 15 mm of protection that helps keep sharp objects from penetrating your inner tube, giving you even more confidence on every ride. ***************************** design also helps protect your rim on those hard hits. Check out the link here: 

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

  ***** let us know if you have any additional questions. 

• Initial Complaint

  Date:06/27/2024

  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 purchased a bike and accessories from Rad Power. ***** lost the bike. Rad power refused to refund me or provide a new bike. I then challenged the bike portion of the charge with my CC company. I also ordered seats and accessories for the bike, which did arrive. Now the company is refusing to accept a return on those parts because I have challenged the bike portion of the charge (again, the bike was never delivered, replaced or refunded). They are justifying this by saying "If any credit card chargeback of any amount is issued on an order, the Limited Warranty for that order will be paused until the chargeback has been resolved. " So in summary: They failed to deliver the bike. They refused to refund or replace the bike. They got upset when I challenged the charge with Mastercard (I had no other options and told them I would do this) and now they are refusing to accept a return of the parts which are useless without the bike. This is a terrible company.

  

  Business Response

  Date: 07/06/2024

  Hello *****, 

  Our support team has been in contact with you regarding this in Case# ************. Your refund for the RadWagon 4 was processed on on June 27th. As you have been refunded in full for this part of your purchase, you would need to cancel your pending payment dispute to be able to return and be refunded for the accessories. The instructions for this was already sent to you in your support case. Please have your bank give you a document with the following information:
  
  On official bank letterhead:

  The case number
  The original charge date/amount
  The shop/business name
  The last 4 digits of the credit card used
  The name of the cardholder
  
  This document then must contain confirmation that the chargeback has been reversed and that the funds have been put back in the merchant's account. We will not be able to process your return and refund for the accessories until your payment dispute has been canceled. 
  

  Please let us know if you have any questions or concerns. 
  
  

  
  

  Customer Answer

  Date: 08/30/2024

  I ordered a bike & accessories from Rad Power. The bike never arrived ****** lost it) but the accessories did. Rad Power refused to refund me for the bike so I challenged the cost of the bike with the ** processor. Rad power then chose to refund me so I removed my challenge and sent them evidence of my challenge withdrawal. I then asked for a label to return the accessories, which they provided. I returned the accessories but they have refused to refund me despite receiving them and approving them being sent back.

  Customer Answer

  Date: 08/30/2024

  The information RadPower is requesting from my bank on bank letterhead is not possible to obtain. I followed up with the bank twice and they said they absolutely do not provide that type of letter. I believe Rad Power knows this and is requesting to to intentionally stifle the refund. I provided them with the attached which they refused to accept. 
  
  To be clear:
  1. They approved me to return the accessories and provided a label
  2. The accessories were received as you can see on their website at the attached screenshot
  3. There is no current dispute with my CC
  4. They are fraudulently holding $633 for products which have been returned and received
  5. The original CC dispute (which has been removed) was for a bike the ***** lost and I never received; which is separate from these accessoires, which were shipped separately
  6. If they didn't want to refund me, WHY did they approve the return (see the attached screenshot) other than to take the products back and steal my $?
  

  

  Business Response

  Date: 09/17/2024

  Hi *****, 

  Unfortunately when you dispute charges with your bank, there is a timeframe and process that both the merchant and the bank must go through prior to refunding any funds. You initially declined to work with us after you did the dispute which caused a delay. We sent the response to your chargeback to your bank on August 8th and you did not attempt to cancel the chargeback until August 29th. Now we are waiting for the back to submit their response to confirm they did not refund you on their end which would cause a double refund. The bank has a timeframe of 75 days from August 8th to file their response which is what we are waiting on prior to issuing any refunds. If you want to expedite their response, you will need to have your bank reach out to us to confirm and provide the proper documentation regarding the chargeback as explained in your support case ************. Otherwise the bank has until October 23rd to respond. After that time or when we receive the response is when you will receive your refund. 

  If you have any further questions, please follow up in your support case. 

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 21912787
  
  I am rejecting this response because: they are still improperly holding money that is mine after products were returned to them with a valid RMA using their label on 7/12.  They chose to accept the return and then chose not to refund the money. i have gotten every bank letter they requested and still they continue to hold my money and ask me to jump through new hoops. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We originally purchased the bike in April 2023. Weve had issues with fuses in the battery which we replaced. The bike stopped working, and after various attempts to troubleshoot the issue we were sent a new controller. After that failed to resolve the issue, we waited for months before being told that we needed a new rear motor but that there was no delivery date for that part. After several more months, we were told that *** would send us a replacement bike but needed photos of the bike. After sending photos, we were told that the motor was anticipated to be in stock on June 10 so we would no longer be receiving a new bike. It has been 14 months since we purchased the bike and have only been able to ride it for 5 miles.

  

  Business Response

  Date: 06/13/2024

  Hi *******! 

  Thank you for reaching out and we sincerely apologize for all of the frustration you have experienced. We see that you have been in contact with our support team, the warranty was extended and you were given a $75 refund. The rear wheel/motor will be shipping out to you within the next 2 weeks on order 1237909. You will receive the ***** shipping information once shipped. 

  We have also issued an additional $125 refund for this inconvenience. Please allow up to 2-7 business days for your refund to be reflected in your banking statements, depending on your financial institution. 

  Please reach out to our support team within your support ticket if you need any additional assistance. Thank you very much for your patience and we apologize for the inconvenience. We appreciate you *******!