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:05/31/2023

  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.

  This is the second complaint I file against this Company. 1. ************ shipped me a defective bike in July 2022. After contacting BBB they shipped me a replacement bike in November 2022. Cant ride bikes in November in *****. Stored the bike with 8 miles on it and battery according to companys manual. Middle of May 2023 put the battery on the charger to battery to 100%, but battery did not charge. Put battery in bike and ran it fit 9 miles and then tried to charge battery again and still wont charge. Obviously they send me a defective battery. I requested that they honor their warranty and ship me a replacement battery They acknowledged receiving my request and claim they are working on it. Another week had gone by and still no reply. I reached out to them again a couple of days ago and still no reply.

  

  Business Response

  Date: 06/04/2023

  Hi!

  We responded to your support ticket 1855554 with some troubleshooting steps needed on 6/2. Please respond to our email so that we may assist. 

  Looking forward to hearing from you! 

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20128377
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/31/2023

  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.

  My wife and I both have order RadRover 6 Plus bike-order confirmation said shipped in 2-3 days over a week and tracking says out for deliver--dive more into it and it says label created--Just a bunch of run-a-round with no communication. Emails, Texts and phones --no response **************** is the worst ever--they got our money and now they don't care Order # Pams order # ******* I step over and 1step through My order ******* Order #

  

  Business Response

  Date: 06/04/2023

  Hi! 
  Thank you for writing in! Order 1105463 was delivered 6/3 according to ***** tracking 398771431959. Order 1105934 under your email was delivered 6/1 according to ***** tracking 398793633539. 

  Please let ** know if you have additional questions. 
  
  
  

  
  

• Initial Complaint

  Date:05/30/2023

  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 the RadRover 6 Plus Step Thru in October. On May 15th the battery refused to charge after a ride. I tried everything recommended in their online support section and the battery still wouldn't charge. I contacted *** on May 16th to report the problem and file a warranty claim for a replacement battery. I received a reply from *** on the 17th with instructions about how to proceed. I sent the photos and videos they requested and answered their questions in an email reply the same day. I waited until the 22nd to send a follow-up email to make sure they received the materials. No response from Rad. On the 25th I re-uploaded the requested files directly to the ticket on their server. I have still received no response at all. I'm very disappointed because the reason I chose this company was their great reputation for customer service. I feel that I have done everything asked of me, and the company needs to do the right thing and honor the warranty. I explained what happened with the battery, gave them everything they requested to prove this was the case, and have gotten no response in return. The ticket number is #*******.

  

  Business Response

  Date: 06/03/2023

  Hi! 

  We apologize about the delay in response and for any frustration! A new battery order 1111454 was placed at no charge and covered under warranty on 5/31/2023. Your new battery is in transit to you via ***** tracking ************. 

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

  Customer Answer

  Date: 06/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have yet to receive the battery, although it has shipped. I appreciate that *** responded to my BBB complaint immediately. The resolution will be acceptable to me if and when I receive the new battery and find it to be in working order. I will update accordingly. 
  Sincerely,
  
  *****************

• Initial Complaint

  Date:05/29/2023

  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.

  Radpower has a safety recall that makes the bikes unusable. The problem is that they're not responding and we don't know when we will receive replacement parts. I need some type of response on when I can expect replacement parts. Multiple tickets have been opened with zero response from Radpower.

  

  Business Response

  Date: 06/03/2023

  Hi!

  We sincerely apologize about any frustration in getting through to us! We did respond in your support ticket 1844912 that we have confirmed that you are on the recall list to get new a RadWagon repair kit sent and for the installation of those new tires, tubes and rim strips. Your kit is estimated to ship out within the next 2 weeks and you will also get an email from Beeline with a scheduled repair appointment to get your bike fixed.

  Please let ** know if you have any additional questions. We appreciate you! 

• Initial Complaint

  Date:05/27/2023

  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.

  Back in April of 2022 I purchased two Rad Electronic Bikes...a Rad Rover 6 (order ******) and a Rad Runner....Both costing around $1900 each...both have a 1 year Warranty. In February of 2023, I tried to ride my rad rover 6 for the first time this year. The battery was dead and would not charge. I called ********** sent me a new Battery that was "Dead on Arrival". I then called RAD back & they sent me third battery. I got one ride out of that battery before it also failed. When I tried to call RAD, I now find that have cut back on their work force.. they now only communicate thru email or chat. I then filed a website request & heard back the next day from a **************..Through email correspondence I sent him the requested info, ***************** to their dropbox. After a few more emails, he stated that he was sending me a new battery and charger. Several times I requested ***** to a supervisor call me, but that never happened. I tried to explained to ***** that there has to be something wrong with the bike itself that is causing the batteries to fail, but he still insisted on sending a 4th battery. On May 23rd I received the charger, but no battery was included. I then tried to correspond with *****, with no answer back. I then submitted another web request to the company who emailed saying they would contact me, but I have not heard back. At this point I have paid nearly $2000 for a bike that is useless. In reading online, apparently RAD is having a lot of issues with this battery. Also note I have always been very careful to insure I have been following their handling and charging procedures. I think this is a different issue that many are seeing because I get no lights on the battery at all. That is why I think that there is something wrong with the bike causing the batteries to fail. I believe the only remedy here is to have the bike shipped back to RAD & have them fix & return to me, or better yet, send me a replacement bike.

  

  Business Response

  Date: 06/01/2023

  Hi! 

  We have followed up with you in your support ticket 1848408 to discuss next steps. Thank you so much for your patience and we sincerely apologize about the delay and frustration! 

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20112664
  
  I am rejecting this response because:  the rep implied in his email correspondence that i am shorting out the charging port.i have been extremely careful not to to do this!!  I have read all the care instructions and have been more than careful to follow all charging procedures and sequences , and not to touch the charging port with anything other than the charger itself.   In addition, shorting out the charging port would blow the internal fuse and in that case, i would get lights on the battery, but it would not charge.   ( i have been researching this). In my case, the internal fuse is not blowing ( i took one of the dead batteries apart and checked) and i get no lights on the battery.   Once i get the new batteries charged, they are not lasting more than one ride.   it appears the folks at RAD have preconceived notions on what is causing this.. and you know what happens if you Assume !   In my case, after several batteries in just a few months, i feel confident that it is bike shorting out the battery.   What i need to know now is if the newest battery they are now insisting on sending blows again, how will this be resolved?   I do not want anymore new batteries.. so if it happens again, either *** replaces this bike or  i will be forced to escalate .   I have had no problem at all with my other rad bike this one is obviously a lemon.

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

  

  Business Response

  Date: 06/03/2023

  Hi!

  We agree with you and do not think it is the battery as well. We have reached out a few times in ticket 1848408 to discuss ship mode of the battery and then the controller. We are awaiting your response in your support ticket for next steps. Looking forward to hearing from you! 

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20112664
  
  I am rejecting this response because:   If you are responding, i am bot getting your emails.   I did check your website and saw a response there.   If you want to ask questions of me directly, it would be better that you email me or ask questions of me through the bbb site as i am getting notifications from them when you respond.  In any event, if you read through my complaints  with the bb and that i have previously emailed you, after four batteries I definitely know how to take it out of ship mode.   In fact, after the last battery came in,  it worked for one ride.   In addition,  as i state in my complaints,  i have been very careful with the charging port and when i do charge, i plug the charger in the charging pot of battery first, and then in the wall outlet.  When i stop charging,  i unplug it from the wall outlet and then from the charging port.   Lastly, previously stated , i took one of the blown batteries apart and the  internal fuse was not blown so something else is killing these batteries.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/09/2023

  Hi! 

  We have corresponded with you several times in ticket 1848408. We have agreed with you, sent a controller and paying for labor to have it installed. 

  Please reach out with any additional questions. We appreciate you!

• Initial Complaint

  Date:05/25/2023

  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.

  About three months after I purchased the rad E bike wagon. My back tire blew out while I was riding it. It is nearly impossible to get a rad representative on the phone. They don't respond to emails. About eight months later, I received a box containing the replacement parts for the recall, regarding the tire blowout. The box came with an instruction form to go to a link, the link is broken. I cannot get anyone on the phone I cannot get anyone to answer my emails and, the repair service needs to be set up by rad. Therefore, I have only been able to use my bike for about three months and I have owned it a year and now it's sitting and I have no way of getting it repaired

  

  Business Response

  Date: 05/30/2023

  Hi! 

  Thank you for the review. A separate email was sent from Beeline regarding *********** appointment. Please check your spam folder as well. We have also followed up with you on May 28th regarding this in support ticket 1853054. 

  You can also go to any repair shop to get your recall kit installed. You would pay upfront and then submit the receipt back to ** in your support ticket. We would then reimburse you to the payment method used for your orders, which is Affirm or a **** ending in 4187. 

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

• Initial Complaint

  Date:05/23/2023

  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.

  1. Date of Transaction - April 17, 2022 2. The Amount paid was $1,849.00 3. The business committed to providing me with a "Power e-bike" with a charger, customer service, replacement, and return.4. I request that *** deliver my e-bike to one of their authorized bike shops to assemble it. I picked up my e-bike on May 9. I rode my bike for two days and charged it on the third day; it didn't charge. I complained to *** via their chat line and received instructions to take pictures and records to support my complaint. I haven't heard from the *** power company since. I tried to purchase a battery while waiting for the company to resolve the issue, but they don't carry it. I used my bike for two days, and now I can't ride it because the *** Power ************ doesn't have customer service and doesn't carry the battery for the e-bike they sell. The company has;t tried to reach me at all.5. *** Power e-bikes have not tried to resolve the issue.6. My order tracking and transaction number is #*******

  

  Business Response

  Date: 05/30/2023

  Hi!

  Thank you for the review. There was evidence that a key was accidentally inserted into the charge port which we advise in the user manual can be extremely dangerous and will cause the battery to no longer work. User error is not covered by warranty, but we have spoken to you and we advised a one time battery replacement as a courtesy. That order 1107054 was placed on May 25th.

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

• Initial Complaint

  Date:05/23/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased an e-bike from Rad Power Bikes online on 5/14/23. The bike shipped and we received it on 5/20/23, but after assembly, the "e" part of the bike did not work. We kept seeing multiple error messages, and after hours of troubleshooting, there was no resolution. The verdict is that new parts are needed. The bike is defective and hazardous. We reached out to customer support via email on 5/22/23 when their customer support office re-opened, and received no response. There is no phone number available, so we went to chat on 5/23/23. We waited two full hours for a response. We chatted for another hour, where we requested to return the bike, but *** Support said that we need to pay a 30% restocking fee on a $2,000 bike, AND a $149 fee for shipping. This goes against their own purchase and return policies, and we are being told that a "used" bike is a bike that has been assembled, when their policy clearly states that a "used" bike is a bike that has been ridden. This bike has not been ridden, it is brand new, all packaging still intact.They claimed they will need to "review this claim" and to expect a response in 4-5 business days, but are vague about what that means/what next steps will be. But again, they shouldn't have to review this, as their policy clearly states that we should only owe $149 and we should be able to return the bike. This has been a terrible experience a a consumer, and feels unethical and shady.Policy: **************************************************************

  

  Business Response

  Date: 05/28/2023

  Hi! 

  Thank you for reaching out! We found your wife's order 1100357 under email ********************** in the name of ************************** 

  We have previously emailed ****** in support ticket 1853908. We sent a pre paid label for return and also advised we were waiving the restocking and shipping fees. Please reach out to ******* to view that email sent to her stating this. 

  Please let us know if you have any additional questions! 

  Customer Answer

  Date: 06/05/2023

  Hi there,
  
  Im very happy to hear that Rad will be waiving those fees. While they never clearly said that in their email to us, I will take their word for it if they sent it to you.
  
  If anything changes on our end, Ill send an update.
  
  Thank you for your help in getting this resolved.
  
  All the best,
  *** and ******
  

  
  

• Initial Complaint

  Date:05/23/2023

  Type:Order 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 the summer of 2022, I ordered a RadWagon from Rad Power bikes as a birthday present. I made arrangements personally for the bike to be transported to ******, where we live. We then received notice that our bikes tires may be unsafe and, upon checking, we confirmed that we had received the bike with unsafe, recalled tires. As you can see in the attached screenshot, a customer service representative told ** in October ***************************************************************** ******. Now, in mid-May 2023, we still have not received the repair kit so we can safely ride the bike and they are not replying to our emails. We had to take to public forum (Instagram) in order to get a response from them and now they are saying that the customer service rep who took said they would ship the kit to ****** was wrong. We just want the company send us the kit to our home in ****** so we can start actually using the bike that we paid so much money for. Its not our fault that the tires that came on the bike are faulty and unsafe. We recognize that if we were choosing to buy new tires or accessories, we would have to arrange our own shipping. But, thats not the case here. This is the companys fault and the company should ship us the repair kit. Order #*******

  

  Business Response

  Date: 05/28/2023

  Hi! 

  Thank you for reaching out. We created order ******* for a RadWagon Repair kit back on April 19th, but the shipping address you put on the recall form is in ****** which will not generate any shipment at our warehouse since we do not ship to ******. Your original order was an address in **********, any subsequent orders must be to an address we ship to as well. 
   
  Please provide an address in the Lower 48 states or the address of a freight forwarder that you will be using. Once we update the address to an address that we ship too, a shipment will generate. We have reached out to you regarding this in the multiple Instagram messages and several different social media accounts as well as in your support ticket 1839949. 

  Looking forward to hearing from you. 

• Initial Complaint

  Date:05/17/2023

  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 a RadCity 5 ************* Commuter Bike on december 31st for $1,999.00 CAD.The bike was received mid january, I tested the bike as it was winter and it seemed to be okay, after putting 30 KM the bike started displaying error code 21.This renders the bike completely unusable in its intended fashion. I have been talking with support since april but they have gone radio silent. Im out a bike. Im out 2300$. Im out of my primary means of transport. They have closed their phone lines. I feel scammed. As this bike is within warranty but I no longer feel that the company will be able to provide service and parts I would like them to take their faulty bike back. Order 30-128917

  

  Business Response

  Date: 05/23/2023

  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!

  The error 21 code you are experiencing usually indicates a problem with the power going from the battery pack to the controller. As mentioned in your prior support ticket, a connector check was required and you have now done that and submitted pictures in support ticket 1843235. 
   
  We have placed a new order for a controller. This order number is 30-141458 and is estimated to ship within 4 business days. You will receive a shipping confirmation once shipped. 

  Please let ** know if you have any additional questions. Thank you for your patience and sincerely apologize in the delay in getting back to you. 

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20072872
  
  I am rejecting this response because:
  As I have not yet received the alleged faulty component I have no way of knowing that this issue is resolved. 
  Additionally I do not feel any additional confidence in this company to follow service requests in a timely fashion without using external methods. 
  I would happily pay restocking to return said bike regardless if this causes the bike to work again. A bicycle is not a disposable item and the fact that it has failed after 31 kilometers is a major cause for concern.  

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

  

  Business Response

  Date: 06/02/2023

  Hi! 

  The controller is still in transit with ***** according to your tracking 649946949180. Please install the new controller when you receive it. Your currect estimated delivery date is **** 7th. 

  The bike is not within our return window, so a return would not apply, but the new controller should fix the issue that you had. 

  Thank you for your patience!