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:06/08/2023

  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 bought a Rad Rover 6 plus step through e-bike from Rad Power Bikes on 10/6/2022 order #******. While I was riding 6/4/2023 it stopped and showed an error 22 on the display. After trying to restart it then showed error 30 and now continues to show error 30 and will not run at all.My husband followed the trouble shooting video that Rad Power Bikes has online. He checked all the electrical connections one at a time as described in the video but the error 30 will not go away. I filed a support request to Rad Power Bikes and received an automated email response with a support request #******* saying they are reviewing my request and they will get back to me. So far I have not received any further communication from Rad. I also tried calling them to talk to support and a recording says their phone support is closed. I tried at all different hours and always get the same recording so I am assuming they no longer offer phone support. They also do not respond to email requests. I talked to a bike shop close to me that Rad shows on their website as performing service for Rad bikes and the owner said they do not perform warranty work for Rad. After explaining the issues I am having he said that most likely it is a bad controller. At this point I have no recourse but to file this complaint. The bike is still under the one year warranty and I want it repaired to be able to use it. It only has 27 miles on it and is very frustrating that I can't get any response from Rad to resolve this issue. My brother just bought a bike through them because of my referral and now I am sorry that I did. I would hate it if he has the same problem that I am having.

  

  Business Response

  Date: 06/13/2023

  Hi!

  We appreciate you reaching out to us regarding the issues you have been experiencing with your Rad Rover 6 Plus Step Thru. We sincerely apologize for the inconvenience caused and the delay in our response to your requests for help. We take customer satisfaction very seriously, and we are committed to providing an unrivaled customer experience for all of our riders! We have followed up with you via email in support ticket 1862244 to get you the replacement parts and support needed to get your bike up and running. 

  Thank you for your patience! 

• Initial Complaint

  Date:06/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a RadWagon 4 on May 23, 2023 (Order #*******). Upon delivery of the bike several days later (on May 30, 2023), I began to unpack it and assemble it. Upon unpacking I discovered that the battery pack was damaged. Upon assembling the bike I found the front and rear disk brake rotors were warped, preventing the wheels from freely spinning. I sent three emails to Rad Power Bikes on Tuesday, May 30, 2023, noting each of these conditions. As of the filing of this complaint I have not heard anything from Rad Power Bikes. I have also tried calling Rod Power Bikes multiple times but keep getting an electronic recording that their phone lines are down. This has been an incredibly frustrating experience. I am requesting a replacement battery and replacement front and rear disk brake rotors for the RadWagon 4.

  

  Business Response

  Date: 06/14/2023

  Hi!

  Thank you for writing in. We have followed up with you in support ticket 1866001 and placed orders for the new rotors and new battery. We are waiting on the receipt you will be submitting to ** to reimburse you for labor regarding the rotor adjustment. 

  Please let ** know if you have any additional questions! 

  Customer Answer

  Date: 06/14/2023

   
  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:06/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a Rad Power Bike ebike online, order number ******* and was unable to cancel before it shipped. One it arrived on June 1st, I attempted to return the new bike via the website instructions on June 2 and a sent a request via their website, number ticket number *******. Since June 2, I have been unable to obtain a return authorization and shipping label from the Company. I have attempted additional email and phone contact with the company. They are not taking any phone calls and have not responded to my emails. I want to return the ebike and receive a full refund per their website terms and conditions.

  

  Business Response

  Date: 06/14/2023

  Hi ****! 

  You have updated ** in ticket 1861154 that you now chose to keep the bike and no longer want a return. Please let us know if anything changes. 

  Thank you so much and welcome to the *** community! 

  Customer Answer

  Date: 06/14/2023

   
  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:06/08/2023

  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.

  - Order #****** - RadWagon 4 Electric Cargo Bike - Black - Ordered 8/20/22 - Paid $2,581.74 - 9/2/22 Recieved e-mail not to ride bike due to tire safety issue - No fix -9/8/22 Recieved e-mail to inspect tires & if impacted Rad Bike will provide replacement parts. Filled out for & started waiting - 9 months later replacement tires still have not been received & cannot ride bike.- Not in good faith to not provide safety recall parts in a timely fashion

  

  Business Response

  Date: 06/13/2023

  Hi!

  We would like to apologize for the delayed response to your recent inquiry to our customer support email inbox. We value your time and understand the frustration that *** have resulted from this delay, and for that, we extend our sincerest apologies.
   
  Please accept our sincerest apologies for the delayed shipment of your RadWagon Repair Kit. We have, unfortunately, encountered some supply chain issues that have delayed the rollout of our repair initiative. Our next batch of repair kits is anticipated to ship out on, or near, June 23rd, 2023.
   
  While not ideal, please know our riders' safety is our top priority and we are working diligently to make sure all of our RadWagon 4 riders get their repair kits, even if it takes longer than originally planned.
   
  Please keep an eye out on this inbox for important order updates -- you will receive an automated notification when your order departs our warehouse. You will also receive a message from Beeline, our service provider, to coordinate the appointment to get your new tires installed.
   
  Once your new tires are delivered, please send our team an email so we can ensure the proper arrangements have been made to get your tires installed by a certified and reputable bicycle repair shop near you. 
   
  We have also followed up with you in support ticket 1866142. Thank you for your patience! 

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20159976
  
  I am rejecting this response because:
  
  

  I was in correspondence with Rad Bike 2 weeks ago & they said the replacement parts would be shipped in 2 weeks.  Failiure to deliver AGAIN.  I do not trust their estimate of ship time, as almost a year has passed since the purchase & subsequent do not ride recall.  Could still be months.  I understand supply chain, but do not believe that they have no parts to ship immediately.

  Company customer service should not be trusted.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/07/2023

  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.

  In April of 2022 I purchased a Rad wagon 4 from Rad Power bikes. It took a little over a month for the shipments to arrive. In August I received an email saying that my bike may be affected and that the tires needed replaced as they were not safe. It was *** of 2023 before the new tires arrived. *** is supposed to arrange and pay for the service to have the tires put on. Over a dozen attempts on my end and I have yet to have this resolved. I either receive no communication or an email telling me "we've closed your case. Please reach out if you am have any further questions." This experience has been so frustrating. I spent over $3,300 to ride a bike maybe a dozen times. I just want rid of the bike and my money back. They company has proven they don't care about their customers and that they have no intention of fixing their mistakes.

  

  Business Response

  Date: 06/13/2023

  Hi!

  Thank you for reaching out to us and sharing your concerns regarding the delays and the communication issues you have experienced with your RadWagon 4 purchase. We sincerely apologize for any inconvenience caused and assure you that we are committed to providing an unrivaled customer support experience for all of our riders! 
   
  After reviewing your case, we see you were shipped a RadWagon Repair kit back in April and it was delivered. Our service provider, Beeline, should have reached out to you very shortly after *********** kit/replacement tires were delivered regarding your service appointment.
   
  We have emailed you in support ticket 1866138 regarding getting your service appointment scheduled and getting that kit installed. 

  Thank you for your patience!

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased 2 Radcity 5 plus bikes in late 12/30/2022. We really like them so much and have been really happy with them. They both have about 230 miles on them. One of the reasons we purchased the bikes online is because Radpower seemed to have a very good service record and stood behind their 1 year guarantee on repairs. One of the bikes (high step) has started showing some problems with the motor fairly early on with occasional loud vibrations. Recently on several rides, the motor stopped working during the ride, which is dangerous. It did start vibrating (kind of a low frequency vibration) just prior to stopping and then just stopped. All 4 problems started on hills, one on a very gentle slope, and the other 3 times on a steeper hill (but less than 15% grade). If I turn off the bike and turn it back on, it seems to work, but stopping on a hill is hazardous. The stopping of the motor is getting worse now. The weather has been cool, so I don't think it is overheating. The battery has been at 80% charged or greater. The power stayed on - I could still see the indicator screens as well, so the power isn't the issue. I suspect that the motor is bad.I tried to contact Radpower in many different ways, but failed. The phone number that I have no longer works. I sent several emails, the ticket #******** was just closed without explanation.I would like a full refund for the bike or a new motor with Radpower paying for installation.Thanks,*****************

  

  Business Response

  Date: 06/13/2023

  Hi!

  Thank you so much for writing in. We sincerely apologize for the issues that you are having with your bike and for any frustration! We have reached out to you in support ticket 1865980 so that we can troubleshoot these issues and get you back riding! 

  Thank you for your patience! 

• Initial Complaint

  Date:06/06/2023

  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.

  Bought two Rad Ebikes at over $3000.00 per bike lost keys to one of the bikes Key number F17 i have tried to order 2 sets of keys I have sent over 5 emails to different departments. and called many times no answer no call back from any one . We can not use the *********** get the to send me 2xf17 Keys Thanks ****

  

  Business Response

  Date: 06/11/2023

  Hi! 
  
  Thank you so much for writing into the Better Business Bureau. We sincerely apologize for any frustration in getting through to us. 
  
  We do not show any RAD account associated with your name, email, phone number or address. We just sent you an email in support ticket ******* to find out the order number, name and email attached to your bike order so that we can assist in getting you the F17 replacement keys. 
  
  Looking forward to hearing from you 

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently bought a Rad city 5 plus for my moms birthday. And have only had problems since and have not heard back from Rad at any point after taking the bike back to the shop that assembled the bike. Of which costed an extra 200 dollars. The bike only has 2.3 miles on it. But has no throttle control and my mom has not been able to ride it as it is sitting in the bike shop. This is a brand new bike that cost 2k. And the costumer service is awful. Cant even get an email back to begin to trouble shoot problems on the bike that are not alowing the throttle to work. Which is pretty much the whole reason you by an electric bike

  

  Business Response

  Date: 06/12/2023

  Hi!

  We sincerely apologize for any frustration. We do not show any RAD accounts or support tickets listed under the email on this complaint. We tried a search by address and have a different name, but the email associated with that RAD account has no support tickets either. Our support team members do have a larger than normal backlog of tickets and we are working them in the order received. 
  

  Please visit ** at: 
  

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

  And check out our help desk articles. You can also email our support center at ********************************** and a member of our support team will contact you back via email in the order received.
  

  Thank you for your patience! 

• Initial Complaint

  Date:06/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received my radrover 6 on june 5 2023. After fully assembling the bike i placed the battery on charge but it kept saying if was fully charged, but it was so discharged that it wouldn't even turn on the bike. I went through the troubleshooting guide on their page and found no issues besides the fact that the battery will not charge. I have called at least a dozen times and keep getting told the phone service is closed. Sent an email and have not received a reply. I have a new ebike that is only able to be used as a regular bicycle. I need them to get in touch with me so i van get a new battery so I can ride the $2100 bike.

  

  Business Response

  Date: 06/11/2023

  Hi! 

  We sincerely apologize about any frustration. We have previously reached out to you in support ticket 1864248 and order 1117412 was created for a new battery. 

  Please let us know if you have any additional questions! 

• Initial Complaint

  Date:06/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a replacement controller for my RadCity3 bike two weeks ago. The part turned out to be a controller for RadCity5 bikes, which are a newer model. As a result, I spent more than three hundred dollars ($150 for the part and $178 for the labor) without being able to get the bike up and running. I have sent out six email requests to the tech support, asking for help since last Friday. The only response I got this morning was "Hi ***************, Thank you for contacting Rad Power Bikes! We have Closed your case, ************. Please feel free to reach out if you have any further questions. " I was really mad at this type of response after such a long delay. The company used to provide almost instant responses via email or phone calls one year ago. I guess they must be severely understaffed. But it couldn't justify their inaction since last Friday. My bike has been out of commission for more than three weeks. Without a customer service phone number or online chatting, BBB is my last resort to demand actions from RadPower.

  

  Business Response

  Date: 06/11/2023

  Hi! 

  We sincerely apologize about any frustration in getting through to us. We have previously reached out in support ticket 1851050 and order 1115693 was placed for the correct controller.

  Please let us know if you have any additional questions! 

  Customer Answer

  Date: 06/11/2023

   
  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,
  
  ***************