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:06/06/2023

  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 bought a rack and basket for my wife for ****. I tried to put it on this weekend and realized it was the wrong one. I tried to contact them to initiate a return and reorder of the correct rack. I initially received no response. When i mentioned the BBB they responded with an email stating they are busy and will get back to me. This is truly one of the worst customer service experiences i have encountered.

  

  Business Response

  Date: 06/11/2023

  Hi!

  Unfortunately, your order 983166 placed October 24th, 2022 would be out of our 30 day return window, we apologize. Please see our return policy here: 

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

  Please let us know if you have any additional questions! 

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered and purchased a Rad Trike $2500($2918 with accessories and tax) and received it on 5/30/2023 unassembled( order number *******). There were 2 issues with the trike that need addressing. I am unable to contact ***, their customer service phone line is closed for the last week(called during stated open hours multiple times, just an automated message), they say live chat is available through their website but it is not, and there is also no help with texting even though they recommend it(again just an automated response saying they are not available). I emailed several times and filled out an online form with all the issues and photos, but just an automated response with a number assigned (*******) and saying they will get back to me shortly. There has been no other response.1. The battery was stuck on the bracket and required significant force to remove, which the instructions advised to remove before assembly of the trike. The video was viewed and in the video it was easily removed with very little effort. I made sure the that the battery lock was in the unlocked position. I then, with significant force, removed the battery several times to see if this loosened the attachment with no improvement. This is my wife's trike and there is no way she will be able to remove the battery, such as for transport. 2. The power controller bracket that attached it to the handle bars broke easily with just a little pressure when putting on the mirror. There was a small piece of plastic that broke and it seems it was defective. We are unable to attach the power controller so we are unable to use the trike.The main issue and frustration is that there is no way to get help or talk to anyone. We are previous Rad customers and have never experienced such poor customer service.I would like a new bracket for the power controller and a resolution to the stuck battery, which may require a new battery and bracket.

  

  Business Response

  Date: 06/11/2023

  Hi! 

  Thank for for writing in and we sincerely apologize for any frustration. We have followed up with you in your support ticket 1860185. We have placed order 1116429 for a new battery tray and UI remote for your Trike. 

  Please let ** 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,
  
  ***********************

• Initial Complaint

  Date:06/05/2023

  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 recently purchased a brand new Rad Rover 6 bike from Rad Power Bikes through order number *******. Upon unpacking and building the bike I noticed the front fork shock absorber was leaking oil from both sides. The seals are clearly compromised. Upon trying to call the company, email the company, text them at the number they suggest, and going to their website help center for a live chat that simply isnt on their website any longer, I am not getting any help from the company with this brand new ordered bike.I require a new, fully functioning and sealed, front fork for this bike.

  

  Business Response

  Date: 06/10/2023

  Hi!

  We do show a different name and email associated with that order number. We have replied to the email on the order in support ticket 1862226 and order ******* was created on June 5th for a new fork that was delivered June 9th. 

  We sincerely apologize about any inconvenience. Please reach out with any additional questions! 

  Customer Answer

  Date: 06/10/2023

   
  Complaint: 20144784
  
  I am rejecting this response because: while I am grateful that we were able to finally get a response from Rad Power Bikes through email (as stated, the order was placed under my partners name) the replacement shock you sent me also leaks oil. There seems to be some quality control issues going on with these forks, and upon testing this fork by compressing it a few times by hand, the seals are also leaking on it.

  We paid top end money for this top end bike, Id like a front fork that has seals that are intact please.

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

  

  Business Response

  Date: 06/14/2023

  Hi!

  We are very sorry to hear that your replacement front fork also has noticeable oil leakage. We know how frustrating it is to have a replacement part arrive in less-than-pristine condition and are committed to resolving this for you so you can get your RadRover 6 Plus out on the road! 

   In order to better assess the damage noted to your replacement front fork, can you please send a couple of photos documenting the source of the leak and any spillage you can capture on camera? This will allow our team to conduct an investigation into the concerns brought to our attention via your help request. Your time and effort to assist us with documenting the issue is genuinely appreciated. We have followed ** with you in support ticket 1866665 to get this documentation. 

  Thank you for your patience! 

• Initial Complaint

  Date:06/05/2023

  Type:Customer Service 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 the bike in August of 2022. The battery went bad more than 30days ago, and it's covered by the warranty. The problem that I have is that I spent a lot of hours to get in contact with them but it's impossible, They are offering warranty on the bike but they never answer back. If I knew they are not reachable maybe I would have purchased a new battery, but as of right now I spent a lot of time to try to reach them and my daughter is still not able to use the bike. Order number on the bike was #******

  

  Business Response

  Date: 06/10/2023

  Hi! 

  We have that order number listed to a different name and email address. We do not show any support tickets under the name and email address on this complaint or on the contact information on the order itself. Please visit us 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 so much for your patience! 

  
  

  Customer Answer

  Date: 06/10/2023

   
  Complaint: 20144626
  
  I am rejecting this response because: They just said that the order number and email is under a different name. My wife ***** purchase the bike and I am trying to fix it. Also i just sent an email from my wife email but I am not expecting to get a response because they did not get back to my email in order to fulfill the warranty. Also would have been nice for them to provide a phone number where all this misunderstandings will clear in seconds.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/14/2023

  Hi!

  We are very sorry to hear your daughter's RadRunner Plus is having issues with its battery. We will be more than happy to help troubleshoot this issue with you so we can get your bike back on the road!
   
  ?Before we proceed, we would like to send the following advisory, since you mentioned this bike was purchased for your daughter: 
   
  "Everyone at Rad Power Bikes cares about your safety and the safety of those around you. We want you to thoroughly enjoy your amazing ebike safely and reliably for many years to come.
  
  Rad Power Bikes ebikes are NOT to be operated by anyone under the age of 16, or possibly older depending on your local laws. Children under the age of 16 may lack the necessary judgment and skill to safely operate the ebike, potentially resulting in damage to the bike, damage to other property, serious injury, and/or death.
  
  We do ask that you please check your local laws, which may require ebike operators to be older than 16 years old.
  
  Prior to operating any ebike please read, understand, and follow all safety notices, cautions, and warnings in your ebikes owners manual and for any accessories or attachments you add to make sure your ebike is perfect for you and your loved ones." 
  From your request for help, it appears a fuse replacement is the next step we will need to take to resolve this issue for you!
   
  A fuse replacement usually revives a formerly-unresponsive battery. This will involve accessing your battery's fuse ports, removing the existing 5amp and 40amp fuses and replace them with new 5a and 40a standard automotive blade fuses. We have followed up with you in support ticket 1866605 to help troubleshoot. 

  Please reach out in your support ticket for any additional troubleshooting or questions. Thanks so much for your patience! 

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20144626
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/02/2023

  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 had an issue with my bike in January and the defective part was replaced under warranty. The same part has failed again, within 6 months, and so I have tried to get the business to honour the warranty for the replacement part only, as the 12 month warranty for the bike has expired.Their customer support team told me that replacement parts are not covered by warranty and nor is their work. How can this be? Surely they have to warranty their work?

  

  Business Response

  Date: 06/07/2023

  Hi! 

  Thank you for taking the time to write and we apologize for any frustration! We see that you have scheduled a service appointment at our ********* Retail location for Friday, June 23rd. At our service center they will be able to fix any issues and get you back riding. See you soon! 

  Customer Answer

  Date: 06/07/2023

   
  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 on condition that they fix the bike under warranty when I drop it off on June 23rd
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:06/02/2023

  Type:Customer Service 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 Radwagon 4 in June 2021. I loved the bike and used it often. In fall 2022, I was sent a recall notice about issues with the radwagon tires, and told not to use the bike until I get the tires changed. I filled out the webform they provided that would ship me new tires and help me find a certified bike repair shop to exchange my recalled tires for the new one. I was patient and waited multiple months, and never got any sort of response. I filled out the webform again in May, as bike season was fast approaching (summer in ******). I did not hear back. I submitted an email to their 'radfix' email address, letting them know I'd sent two inquiries to have new tires sent to me, and still had not heard back. Given this poor customer service, and after googling about their poor safety record in other areas as well, I emailed again, this time asking for a refund on the bicycle. I have not heard back about this enquiry either. At this point, I am so frustrated with their lack of responsiveness (and the fact that I haven't had a bike I can ride in over six months, and have heard nothing from the company, and the phone number they have posted does not reach a person) that I would like a refund.

  

  Business Response

  Date: 06/06/2023

  Hi! 
  
  Thank you so much for taking the time to write in to the Better Business Bureau, and for being a part of our Rad Power Bikes community!
  
  We do not show a recall from was ever submitted, we apologize. Did you get email confirmation of the submissions? We also do not show any prior support tickets related to your recall kit. 
  
  We would be happy to fill out the form for you and get a repair kit sent out to you. Please confirm your serial number and a good shipping address in the support ticket ******* we just sent to you. 
  
  Looking forward to hearing from you! 

  Customer Answer

  Date: 06/18/2023

  Hi there,

   

  My complaint #20135529  has not been resolved. I asked for a refund given that 9 months later I still have not been sent the replacement part.  They denied this request, and told me they would send me a replacement part last week and I would receive a shipping confirmation once it has been shipped. I have not been sent a shipping confirmation and have not heard back about my inquiry about how I haven't gotten a shipping email yet.

   

  So frustrating.

   

  ***

  

  Business Response

  Date: 06/25/2023

  Hi! 

  We show your RadWagon repair kit shipped on order 1125221 via ***** tracking number 780230868850 on June 22nd. 

  Please let us know if you have any additional questions. We appreciate your patience! 

• Initial Complaint

  Date:06/02/2023

  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.

  On March 26th 2022 I spent over 1700$ on a E-bike thats given nothing but problems, repairs after repairs cause everything falls apart so easy

  

  Business Response

  Date: 06/06/2023

  Hi! 

  We would not be able to accept a return of the bike as it is out of our return window and out of warranty. We have not received any communication from you since July of 2022. If you have a current support issue and need assistance, please submit a support ticket at:
  
  ****************************************************************
  
  and a member of our support team will contact you back via email in the order received.
  
  Looking forward to hearing from you!

• Initial Complaint

  Date:06/01/2023

  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 ordered and received two Expand5 bikes and two upgrade display units this spring. One of the battery chargers didnt work from the start and a call to the Rad number resulted in another charger shipped under warranty. A satisfactory solution. I didnt put the upgrade display on one of the bikes for a few weeks and when I did it didnt shift between assist levels reliably. I have sent multiple emails regarding this problem without ever being contacted by a human with a solution. As others have said their previously working phone numbers no long connect to a Rad representative. I would like a replacement or a refund for the defective display.The Rad order number is 30-134813, dated March 27, 2023.

  

  Business Response

  Date: 06/06/2023

  Hi!

  We have reached out in your support ticket ******* to troubleshoot this issue and get you taken care of. Please reply within your support ticket. Thank you for your patience and delay in response as we are working through a large backlog of tickets currently. Talk to you soon! 

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20132494
  
  I am rejecting this response because:  I have been contacted by *** and asked to submit the description of the problem again.  I have done so and am waiting for a response and replacement or refund for the non-functioning display unit.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/09/2023

  Hi!

  We asked for videos to be upload to a dropbox link in your support ticket 1856962. Please submit documentation and follow up with us by replying in your support ticket. Thanks so much! 

• Initial Complaint

  Date:06/01/2023

  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 Wagon 4 and accessories on May 22nd, 2023 (order number *******) for $2,275.08. I received a faulty e-bike on May 31st, 2023. I've tried contacting RadWagon via online forms, email, text message and phone calls, based on the information they have available with no success. I was able to reach them on the day of my purchase (05.22.23) and on 05.24.23 as their website live chat was on. However, the company is now unreachable. My RadWagon shipping box was signed by my building's concierge and I picked it up a couple of hours after delivery. The box had visible holes and damages, with one portion of the bike sticking out from one of the holes. When I opened the box, upon inspection, the kickstand was visibly chipped and the LED display was broken (shattered). I contacted them via email as I was assembling it so that they could reply and process the shipment of replacement parts ASAP and I also stated I would inform them of any additional problems when I finished the assembly process. I finished assembling the bike according to instructions and installing the accessories I bought (10 hours of labor) and the bike won't turn on. I've tried troubleshooting via their instructions and despite doing so, the bike won't turn on, which might be related to the LED display or not. I consider it malicious that the company has disabled all means of reaching a live agent to request immediate action yet their chat was enabled during their Memorial day weekend sale event for sale purposes.

  

  Business Response

  Date: 06/06/2023

  Hi! 
   
  Thank you so much for taking the time to write in, and for being a part of our Rad Power Bikes community!
   
  We sincerely apologize in the delay in getting back to you. We are working on a large backlog of tickets and we are working hard to answer them in the order received.
   
  The RadWagon will need a functional LED display to turn on. We can send you a replacement *** display out, but first wanted to verify if you will be keeping the bike as you stated you would like to return in your support ticket and social media messages. To return, it will require disassembling of the bike and repackaging according to our repackaging instruction as we do not have a retail location close to you so it will need to be safely and securely shipped back. 
   
  If you are keeping, we can send you out a new display that would ship within 2 business days. You can also keep touch up paint for the scuff **** shown at any paint store. The paint code is Pantone 2026c. 
   
  Please let ** know via your support ticket if you would like ** to ship the *** display or return and we can assist either way. Looking forward to hearing from you. 

• Initial Complaint

  Date:06/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Rad Power Bike in 2021 and lost the charger. I just purchased a new charger and it is not charging the battery. I have been trying for over a week to get ahold of someone. They are not answering the phones or their emails. This $2500 bike is useless with out a working charger. I just want someone to respond to me and help me get a charger that works so I can use my bike.

  

  Business Response

  Date: 06/05/2023

  Hi! 

  Thank you for writing in. We apologize for any frustration. We do not show any support tickets have been submitted. Our live chat and phones are currently off to help our support team members focus on a large backlog of tickets. You can submit a support ticket at
  
  ****************************************************************
  
  and a member of our support team will contact you back via email in the order received.

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20129580
  
  I am rejecting this response because:  I have put in a complaint 

  "Your request (*******) has been received and is being reviewed by our support staff. "
  

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

  

  Business Response

  Date: 06/09/2023

  Hi! 

  Thank you for submitting a support request. We responded to you in your ticket number 1862530 to see if it is possibly your battery. Your warranty has expired, but we will determine if it is the battery and troubleshoot with you and get you any needed invoice to get what you need to get back riding. 

  Looking forward to hearing from you! 

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20129580
  
  I am rejecting this response because: I have responded back with what they requested but they are talking about my battery and the charger they sent me is the problem not the battery.
  
  Sincerely,
  
  **********************************

  

  Business Response

  Date: 06/14/2023

  Hi! 

  You had already tried a new charger and that was not the issue. You sent in documentation and we determined you need a new battery. You are 6 months out of warranty and we sent you an invoice for 50% off a new battery as a courtesy and followed up with you in support ticket 1862530. Please let us know if you have any additional questions!