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.

  2734 San Pablo Ave Berkeley, CA 94702

• 

  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

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:05/10/2023

  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 have called and texted Red Power bike customer service their main number their text number their online chat repeatedly for a week and I can't get a reply and I need them to reply to replace some bad parts on a bike I had purchased less than a year ago. They totally ignore phone calls text messages and online chats. I don't know if they're going out of business but I need to get them to honor the warranty on my bikes. They refuse to answer me or contact me

  

  Business Response

  Date: 05/12/2023

  Hi! 

  Thank you for writing in! We have not received any support ticket requests from you recently. The last one was a phone call from you on April 20th, 2023 where you placed order 1085068 for a battery tray. 

  Our live chat is open from 9am-3pm PST Monday-Friday. You can also submit a support ticket at
  
  ****************************************************************
  
  and a member of our support team will contact you back via email in the order received.

  Please let ** know how we can be of assistance by submitting a support ticket our chatting during our live chat times. We appreciate your patience! 

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20042570
  
  I am rejecting this response because:

  I I'm not calling about a battery tray referenced in the response from right power bikes. I'm calling about a defective item on one of the bikes that I bought from them which includes five purchases and now I have a bad battery and a bad display nothing to do with the battery tray that I paid for out of my own pocket. I have called I have left messages on the live chat I have emailed and no one has contacted me. I have left my email I have left my phone number and did the live chat repeatedly and when I attempted to do the live chat everyday that I did it it would say offline and I did it during the regular business hours so don't tell me that I did not try and has nothing to do with the battery tray I repeat a phone calls emails and try to do the live chat and it says come back to her and business hours which I have done repeatedly and still no response but yet they respond to this Better Business for your complaint. The response from the drive representative is not true true they are saying that they received no complaint from me and I have done it at least 10 times between phone calls trying to live chat and emailing. That response from the right representative is totally untrue

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

  

  Business Response

  Date: 05/18/2023

  Hi! 

  Your complaint doesn't mention what you need assistance with and we do not show any open support tickets so we have created support ticket 1851288 for you. Please respond to that email of how we can assist. Thank you for your patience and we look forward to hearing from you. 

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20042570
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 05/23/2023

  Hello I received an email today that you folks were going to close the complaint because she did not receive anything from me which I truly believe I sent to you but nonetheless nothing has been done even though I sent rad bikes all the information they had asked for. There must be some kind of mix-up because they said that they only have one complaint and I've called there and every time I call there they tell me that the phone lines aren't open which I have reported to you folks before and then when you go to the chat they ask you to go to the live chat then tell you it's offline as I did today again for about the 30th time. This is the message I get every time I've tried to chat with them every single time if I call on the phone and they tell me the phone lines are not working or they're down and then this chat line is offline.

  Here are some more pictures in the next email I will forward all the email correspondence.

   

  ---------- Forwarded message ---------
  From: *************************** <******************>
  Date: Sat, May 20, 2023, 7:56 PM
  Subject: Re: [Rad Power Bikes] Re: Follow up to BBB Complaint
  To: Rad Power Bikes <*************************************************************>

   

  Hi **************** took the pictures the best I could and here's where they are. The one picture shows the original fender with the clamps too small and the other picture shows the replacement with no clamps at all so I can install it no way so I need two fenders with clamps to secure it to the bike. I'm waiting almost a year if you check my profile you'll see that I bought the two bikes Last Summer. Rad City threes.

   I also took the picture of trying to turn the display on with the old battery and as you can see in the picture it would not turn on so I replaced the battery with my the one from my other bike and I replaced the display and it would turn on so somehow the battery or the took out the display or the display took out the battery I don't know but I would not have been able to go that far had I not had the other bike so you'll see the pictures with the both batteries the one that will work on the bike and the one that doesn't land against the bike when the other battery. I also took a picture of the bed display that I removed and I put the display on from the other bike so now I have dismantled one bike to get the other one suitable to take the pictures for you so I'm still only have one bike working and I would like to get the fenders the battery and the display and enjoy the summer season with the bikes. They also said that to replacement fenders the ones without the clamps to two different addresses of properties that I have one in ******** and one in ********** how that happened I don't know because I called repeatedly and I gave them the address where I wanted them but that did not work either because no matter what I explained and what they told me I was going to get they still sent them to two separate addresses one in ******** and one in **********. I need the fenders the battery and a display sent to my home address in ********** for the summer which is and it is in my profile with the other addresses.

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

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

  Please get these items sent to me as soon as possible so I can enjoy the other bike as I had a rabbits one bike to get to be able to get the pictures to show you. Please don't make any mistake this time this has been going on for a year almost. Thank you

   

  On Sat, May 20, 2023, 11:42 AM ***** M. (Rad Power Bikes) <******************************************> wrote:

  ##- Please type your reply above this line -##

  Your request (#*******) has been updated. To add additional comments, reply to this email or click the link below:
  **************************************************************

  ***** M. (Rad Power Bikes) May 20, 2023, 5:42 PM GMT+2 ******, Please re-read my email and then try to understand how I am trying my best to help you. I didn't ask for a phone number, but I asked for a time Monday - Friday with your time zone so that we could get a callback scheduled. I cannot properly assist you without having a photo of the fenders. We will keep sending the fender that was made for the Rad City 3 and you will continue to say we are sending the incorrect part. I understand you are at your **** end with this situation but shutting down, not reading the entirety of my email, and refusing to send me documentation isn't going to help ** get anywhere. I ask that you please take the time Best ***** M. Rad Power Bikes

   

  *************************** May 20, 2023, 5:37 PM GMT+2 Hi ***** you keep saying that there's no record only one and I have left multiple messages with my phone number and email for you to call me and no one has called and even now you're requesting a phone number when you have me in your system. You check the fenders the fenders are not the correct fenders they don't have the mounting brackets to attach the fender to the shock that's been the problem the whole time and it's been almost a year waiting for that part. These emails and trying to get to the chat and phone calls to be constantly told that the phone system is down or there's no one to answer the phone is perplexing at best the hours spent trying to get a hold of you folks it's been unreal this is not a **** minute 15 minute call this is on and on and on for hours the cumulative time. My phone number is ************. My email address is ****************** All of which you have in your system because you check the fenders and you see where they were sent and they are not correct I'm sorry to keep the liquor and a point but you did not send me the right part and that's about the third or fourth time that you sent the wrong stuff the fenders have no mounting to go on the shock they are at best a rear fender possibly I get so annoyed constantly going in over the same thing over and over and over. How do you want me to take a video of the bike that won't turn on I don't understand that how can I take a video when the display is bad and it won't turn on do you want to see my finger on the button? I did not resolve the issue I found that with the other bike that I bought from you that if I switch the battery in a display it would work so I have one of out of the two bikes that I purchased last year that works the other one doesn't. The fenders fits neither I am tired of writing the same stuff over and over and over please call me at ************ if I missed a call leave me an extension I'll call you back and you have my email address because you checked on the order and you should have my phone number there also in my profile I don't understand why you're asking for the stuff when you checked on the fender order already. Please call me as soon as possible

   

  ***** M. (Rad Power Bikes) May 20, 2023, 5:30 PM GMT+2 ******, I would like to apologize for the struggle you have had with getting assistance. I would be more than happy to schedule a call with you Please let me know what time would work for you M - F and the time zone. I was not able to locate any other tickets prior to this one requesting assistance. Is it possible that you used a different email address? In regard to the bike not working and having no power - Rad City 3 Can you please provide a short video of what you are experiencing with no power and what you have done to regain power? I understand that you were able to resolve the issue and that you are simply requesting parts but for a warranty claim I do need a short video describing the issue. You also mentioned that you received incorrect parts and fenders for the Rad City 3. Can you please provide a picture of the fenders, the invoice (if you still have it), and the parts? I am trying to see what fender was sent to you because what I can see on our end we send out the fender that is made for the Rad City 3. If you could provide this information before the phone call that would be greatly appreciated so we can discuss this on the phone call. Best ***** M. Rad Power Bikes

   

  *************************** May 19, 2023, 3:40 AM GMT+2 One more reply to that email I sent that to the Better Business Bureau because when because when I call 345 times a day and I'm constantly told that there's no phone support I thought perhaps that you guys are closing the doors are going out of business because nobody responded to either phone calls chats or emails that's why I went to the Better Business Bureau so if you're not going out of business why does it take over 2 weeks to get a reply and the only play I get from you is when you had the report for the Better Business Bureau for 2 weeks not a peep from you guys. Again I request a phone call ************ to possibly get this thing straightened out once and for all including the fenders and but the bike that won't operate at all Hi I have called the customer support number no less than 15 to possibly ********************************************************************************************* five messages on the chat never heard a word back I emailed the customer support and never got a word back until now when I report it to the Better Business Bureau that I can't get any customer service. I bought five ********************** from you guys at Red bikes. I bought two of the city threes last year and I have been waiting for fenders for them for almost a year now probably ************************************************************************************* the wrong Parts again for the on the Ride 3 City bike. The original fenders would not fit because they were not tighten the clamp around the shock when I tried to mount them on the two bikes that I bought last year. I've been sent Hardware from you guys twice and now I just got a fender without any clamps on it at all and I was told that they were back ordered for almost this time which amounts to almost a year and I still got it wrong. On another note one of the bikes that I bought last year last summer you can check my order list it would not turn on and I had to change the battery and the display with the other bike that I bought and it worked. I tried the batteries individually and I tried the displays individually and the only way I could get it to work was using both the battery and a display from my bike that was working. I sent all this information on at least two tickets to customer support and I tried to send it on a chat and whenever time I tried to use the chat except once it said we're offline so you need to have phone support nor chat support they were both offline and when I sent it to email I never heard a word back from you guys and now you're telling me that you have no record of them that's impossible. I am telling you the truth of of probably 18 to 20 phone calls three or four emails and I don't know how many times I tried to chat and I think I only got through on the chat one time and never heard a word back I filled out the form and never heard a word from anybody on a chat so. I have the wrong fenders on my last two purchases that still are wrong with the last items you sent me and you sent them to the wrong address you sent one to the address that I gave you and they sent one to my home in ******** so they went to two different places and they're both wrong so I need two fenders for the bikes I bought last year I need a replacement display and a replacement battery for the one of the two bikes that I bought last year and again I did the troubleshooting myself and I had to change the battery and the display to get the other bike to work. To reiterate again I bought five bikes all these phone calls all this time spent all this waiting for the right fenders and that's why nothing was done so that's why I filed the report with the Better Business Bureau. I await your email or call and I prefer an phone call so that it doesn't get lost in the interpretation of the email my phone number is ************ and I would really appreciate a voice call rather than these texts chats and things that have not been answered and get the right data. I need the two fenders from the last two bikes I purchased from you and I need a battery and a display to replace the bad ones that I have. I await your reply thank you

   

  *************************** May 19, 2023, 3:37 AM GMT+2 Hi I have called the customer support number no less than 15 to possibly ********************************************************************************************* five messages on the chat never heard a word back I emailed the customer support and never got a word back until now when I report it to the Better Business Bureau that I can't get any customer service. I bought five ********************** from you guys at Red bikes. I bought two of the city threes last year and I have been waiting for fenders for them for almost a year now probably ************************************************************************************* the wrong Parts again for the on the Ride 3 City bike. The original fenders would not fit because they were not tighten the clamp around the shock when I tried to mount them on the two bikes that I bought last year. I've been sent Hardware from you guys twice and now I just got a fender without any clamps on it at all and I was told that they were back ordered for almost this time which amounts to almost a year and I still got it wrong. On another note one of the bikes that I bought last year last summer you can check my order list it would not turn on and I had to change the battery and the display with the other bike that I bought and it worked. I tried the batteries individually and I tried the displays individually and the only way I could get it to work was using both the battery and a display from my bike that was working. I sent all this information on at least two tickets to customer support and I tried to send it on a chat and whenever time I tried to use the chat except once it said we're offline so you need to have phone support nor chat support they were both offline and when I sent it to email I never heard a word back from you guys and now you're telling me that you have no record of them that's impossible. I am telling you the truth of of probably 18 to 20 phone calls three or four emails and I don't know how many times I tried to chat and I think I only got through on the chat one time and never heard a word back I filled out the form and never heard a word from anybody on a chat so. I have the wrong fenders on my last two purchases that still are wrong with the last items you sent me and you sent them to the wrong address you sent one to the address that I gave you and they sent one to my home in ******** so they went to two different places and they're both wrong so I need two fenders for the bikes I bought last year I need a replacement display and a replacement battery for the one of the two bikes that I bought last year and again I did the troubleshooting myself and I had to change the battery and the display to get the other bike to work. To reiterate again I bought five bikes all these phone calls all this time spent all this waiting for the right fenders and that's why nothing was done so that's why I filed the report with the Better Business Bureau. I await your email or call and I prefer an phone call so that it doesn't get lost in the interpretation of the email my phone number is ************ and I would really appreciate a voice call rather than these texts chats and things that have not been answered and get the right data. I need the two fenders from the last two bikes I purchased from you and I need a battery and a display to replace the bad ones that I have. I await your reply thank you

   

  Heather C (Rad Power Bikes) May 18, 2023, 8:34 PM GMT+2 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 any recent support tickets, so we have created this support ticket to communicate with. What is the issue that you are having on your bike and what can we assist with? All the *********************** Customer Support T4 and ************ Support Rad Power Bikes

  This email is a service from Rad Power Bikes. Delivered by Zendesk

  [LZ09WP-YK8PP]

  On Sat, May 20, 2023, 11:37 AM *************************** <******************> wrote:

  Hi ***** you keep saying that there's no record only one and I have left multiple messages with my phone number and email for you to call me and no one has called and even now you're requesting a phone number when you have me in your system. You check the fenders the fenders are not the correct fenders they don't have the mounting brackets to attach the fender to the shock that's been the problem the whole time and it's been almost a year waiting for that part. These emails and trying to get to the chat and phone calls to be constantly told that the phone system is down or there's no one to answer the phone is perplexing at best the hours spent trying to get a hold of you folks it's been unreal this is not a **** minute 15 minute call this is on and on and on for hours the cumulative time. My phone number is ************. My email address is

   

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

   

  All of which you have in your system because you check the fenders and you see where they were sent and they are not correct I'm sorry to keep the liquor and a point but you did not send me the right part and that's about the third or fourth time that you sent the wrong stuff the fenders have no mounting to go on the shock they are at best a rear fender possibly I get so annoyed constantly going in over the same thing over and over and over. How do you want me to take a video of the bike that won't turn on I don't understand that how can I take a video when the display is bad and it won't turn on do you want to see my finger on the button? I did not resolve the issue I found that with the other bike that I bought from you that if I switch the battery in a display it would work so I have one of out of the two bikes that I purchased last year that works the other one doesn't. The fenders fits neither

  I am tired of writing the same stuff over and over and over please call me at ************ if I missed a call leave me an extension I'll call you back and you have my email address because you checked on the order and you should have my phone number there also in my profile I don't understand why you're asking for the stuff when you checked on the fender order already. Please call me as soon as possible

   

  On Sat, May 20, 2023, 11:30 AM ***** M. (Rad Power Bikes) <******************************************> wrote:

  ##- Please type your reply above this line -##

  Your request (#*******) has been updated. To add additional comments, reply to this email or click the link below:
  **************************************************************

  ***** M. (Rad Power Bikes) May 20, 2023, 5:30 PM GMT+2 ******, I would like to apologize for the struggle you have had with getting assistance. I would be more than happy to schedule a call with you Please let me know what time would work for you M - F and the time zone. I was not able to locate any other tickets prior to this one requesting assistance. Is it possible that you used a different email address? In regard to the bike not working and having no power - Rad City 3 Can you please provide a short video of what you are experiencing with no power and what you have done to regain power? I understand that you were able to resolve the issue and that you are simply requesting parts but for a warranty claim I do need a short video describing the issue. You also mentioned that you received incorrect parts and fenders for the Rad City 3. Can you please provide a picture of the fenders, the invoice (if you still have it), and the parts? I am trying to see what fender was sent to you because what I can see on our end we send out the fender that is made for the Rad City 3. If you could provide this information before the phone call that would be greatly appreciated so we can discuss this on the phone call. Best ***** M. Rad Power Bikes

   

  *************************** May 19, 2023, 3:40 AM GMT+2 One more reply to that email I sent that to the Better Business Bureau because when because when I call 345 times a day and I'm constantly told that there's no phone support I thought perhaps that you guys are closing the doors are going out of business because nobody responded to either phone calls chats or emails that's why I went to the Better Business Bureau so if you're not going out of business why does it take over 2 weeks to get a reply and the only play I get from you is when you had the report for the Better Business Bureau for 2 weeks not a peep from you guys. Again I request a phone call ************ to possibly get this thing straightened out once and for all including the fenders and but the bike that won't operate at all Hi I have called the customer support number no less than 15 to possibly ********************************************************************************************* five messages on the chat never heard a word back I emailed the customer support and never got a word back until now when I report it to the Better Business Bureau that I can't get any customer service. I bought five ********************** from you guys at Red bikes. I bought two of the city threes last year and I have been waiting for fenders for them for almost a year now probably ************************************************************************************* the wrong Parts again for the on the Ride 3 City bike. The original fenders would not fit because they were not tighten the clamp around the shock when I tried to mount them on the two bikes that I bought last year. I've been sent Hardware from you guys twice and now I just got a fender without any clamps on it at all and I was told that they were back ordered for almost this time which amounts to almost a year and I still got it wrong. On another note one of the bikes that I bought last year last summer you can check my order list it would not turn on and I had to change the battery and the display with the other bike that I bought and it worked. I tried the batteries individually and I tried the displays individually and the only way I could get it to work was using both the battery and a display from my bike that was working. I sent all this information on at least two tickets to customer support and I tried to send it on a chat and whenever time I tried to use the chat except once it said we're offline so you need to have phone support nor chat support they were both offline and when I sent it to email I never heard a word back from you guys and now you're telling me that you have no record of them that's impossible. I am telling you the truth of of probably 18 to 20 phone calls three or four emails and I don't know how many times I tried to chat and I think I only got through on the chat one time and never heard a word back I filled out the form and never heard a word from anybody on a chat so. I have the wrong fenders on my last two purchases that still are wrong with the last items you sent me and you sent them to the wrong address you sent one to the address that I gave you and they sent one to my home in ******** so they went to two different places and they're both wrong so I need two fenders for the bikes I bought last year I need a replacement display and a replacement battery for the one of the two bikes that I bought last year and again I did the troubleshooting myself and I had to change the battery and the display to get the other bike to work. To reiterate again I bought five bikes all these phone calls all this time spent all this waiting for the right fenders and that's why nothing was done so that's why I filed the report with the Better Business Bureau. I await your email or call and I prefer an phone call so that it doesn't get lost in the interpretation of the email my phone number is ************ and I would really appreciate a voice call rather than these texts chats and things that have not been answered and get the right data. I need the two fenders from the last two bikes I purchased from you and I need a battery and a display to replace the bad ones that I have. I await your reply thank you

   

  *************************** May 19, 2023, 3:37 AM GMT+2 Hi I have called the customer support number no less than 15 to possibly ********************************************************************************************* five messages on the chat never heard a word back I emailed the customer support and never got a word back until now when I report it to the Better Business Bureau that I can't get any customer service. I bought five ********************** from you guys at Red bikes. I bought two of the city threes last year and I have been waiting for fenders for them for almost a year now probably ************************************************************************************* the wrong Parts again for the on the Ride 3 City bike. The original fenders would not fit because they were not tighten the clamp around the shock when I tried to mount them on the two bikes that I bought last year. I've been sent Hardware from you guys twice and now I just got a fender without any clamps on it at all and I was told that they were back ordered for almost this time which amounts to almost a year and I still got it wrong. On another note one of the bikes that I bought last year last summer you can check my order list it would not turn on and I had to change the battery and the display with the other bike that I bought and it worked. I tried the batteries individually and I tried the displays individually and the only way I could get it to work was using both the battery and a display from my bike that was working. I sent all this information on at least two tickets to customer support and I tried to send it on a chat and whenever time I tried to use the chat except once it said we're offline so you need to have phone support nor chat support they were both offline and when I sent it to email I never heard a word back from you guys and now you're telling me that you have no record of them that's impossible. I am telling you the truth of of probably 18 to 20 phone calls three or four emails and I don't know how many times I tried to chat and I think I only got through on the chat one time and never heard a word back I filled out the form and never heard a word from anybody on a chat so. I have the wrong fenders on my last two purchases that still are wrong with the last items you sent me and you sent them to the wrong address you sent one to the address that I gave you and they sent one to my home in ******** so they went to two different places and they're both wrong so I need two fenders for the bikes I bought last year I need a replacement display and a replacement battery for the one of the two bikes that I bought last year and again I did the troubleshooting myself and I had to change the battery and the display to get the other bike to work. To reiterate again I bought five bikes all these phone calls all this time spent all this waiting for the right fenders and that's why nothing was done so that's why I filed the report with the Better Business Bureau. I await your email or call and I prefer an phone call so that it doesn't get lost in the interpretation of the email my phone number is ************ and I would really appreciate a voice call rather than these texts chats and things that have not been answered and get the right data. I need the two fenders from the last two bikes I purchased from you and I need a battery and a display to replace the bad ones that I have. I await your reply thank you

   

  Heather C (Rad Power Bikes) May 18, 2023, 8:34 PM GMT+2 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 any recent support tickets, so we have created this support ticket to communicate with. What is the issue that you are having on your bike and what can we assist with? All the *********************** Customer Support T4 and ************ Support Rad Power Bikes

  This email is a service from Rad Power Bikes. Delivered by Zendesk

  [LZ09WP-YK8PP]

  
  

  

  Business Response

  Date: 05/25/2023

  Hi!

  Thank you so much for the additional information. We have spoken with you a few times on the phone and are communicating with you several times a day in your support ticket 1851288. We will get this resolved for you within your support ticket after necessary pictures and troubleshooting steps are completed. Thank you for your patience. 

• Initial Complaint

  Date:05/09/2023

  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.

  The fork on my Rad6 Power Plus has a breakage and need a fork replacement. The bike is still under 1 year warranty. There are no customer support phone service, email for contact but only text. I have texted the posted number but never got any response back. Keep saying text during business hour 7am-5pm PST even though texts was sent during stated hours.

  

  Business Response

  Date: 05/12/2023

   
  Thank you so much for taking the time to write in, and for being a part of our Rad Power Bikes community!
   
  We do not see any support tickets have previously been created for the issue with the fork you mentioned in your Better Business Bureau complaint. 
   
  Normally, our live chat is open from 9am-3pm PST Monday-Friday. You can also submit a support ticket at
  
  ****************************************************************
  
  and a member of our support team will contact you back via email in the order received.
   
  We can absolutely help now! We sent you an email in support ticket ******* to obtain a little more info regarding what happened.
   
  Looking forward to hearing from you! 

• Initial Complaint

  Date:05/09/2023

  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.

  **** ordered July 15th, 2022 for $2,519.00 ********. Recall issued on the tires August 31, 2022. Told the tires could explode and not to ride the bike until replacement parts are received and repair preformed. We got less than a month of riding. November 3, 2022 we were told to fill out a recall form and submit a request for the replacement parts. This was competed and sent January 22, 2023 following our return from holidays. After no updates on the replacement parts we reached out for an update. We were told we would receive the parts in March of 2023. March came and went to we messaged the company again. We were then told April. ***** has come and gone and we had to reach out to the company again. Now we are being told mid May. It is mid May. They cannot tell ** where we are in the repair queue and their phone lines and online customer service chat is closed. We are confused and worried we got scammed.

  

  Business Response

  Date: 05/12/2023

  Hi! 

   

  Thank you for writing in. We do see you on the recall list and are sending out kits continuously. As soon as your kit ships, you will receive the shipping confirmation via email. We are anticipating all remaining kits to be shipped within the next month. We appreciate your patience throughout this recall process. 

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

  Customer Answer

  Date: 05/13/2023

   
  Complaint: 20036586
  
  I am rejecting this response because:
  You told me March. Then April. Then May. And now next month? I have had to reach out to your customer service line each month to get told no, we lied, maybe next month youll get it. And it never gets ships. This is not acceptable.
  You are making and selling new Rad Wagons with corrected tires yet not attending to your customers who have already purchased and have defective Rad Wagons. You should be taking care of your existing customers and correcting your deficiencies. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/09/2023

  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 own a Rad Power Bike 6 - which is about 1 year old. The bike isnt used during the winter months because I live in *************. I had no charge left when I went to use my bike a few days ago. I charged it, and it seemed to work went from red to green. Installed it in the bike and its still totally dead. Changed the fuse still not working.This battery should be warranted and I should be sent another one. Also, there phone lines, chat lines and texting they do not answer any of them. I have written 3 emails all not answer. This company needs to be held accountable. There are many complaints I don't know if they are legit anymore. I want a battery replacement. I also own a Rad Power Bike 5 which is having no issues and is used the same way. That battery still remains good. This is defective.

  

  Business Response

  Date: 05/12/2023

  Hi!

  Thank you for writing in! We do see your support ticket 1843923 that we responded to and sent you out a battery at no charge to you on order 1098178 created 5/11/2023. 

  Please let us know if you have any additional questions! 

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20036164
  
  I am rejecting this response because: Although they have committed to replacing the battery under warrantee they also cannot tell me when because they are out of stock and dont know when any will be available. They are still selling new bikes which has this battery.  Remove a battery from a new bike. .  This is a **** bike which was used 6 months.  I would think they would have a better solution
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 05/18/2023

  Hi! 

  The battery is currently out of stock, but our shipment is expected into our warehouse early next week. Once received, your battery will then begin the standard **** business day shipping process due to HazMat shipping on batteries. Once shipped, you will receive the shipping confirmation via email.

  We sincerely apologize about the delay. Thank you for your patience. 

• Initial Complaint

  Date:05/08/2023

  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.

  Bike serviced under warranty, the wrong part for repair was sent. The company does not answer their phones, e-mail or chat lines. Their website directs you to phone numbers, links and information that is either wrong or no longer in service. Most recent phone, e-mail and text attempt was today, May 8, 2023. That would be 12 - 14 days with no reply.

  Customer Answer

  Date: 05/09/2023

  This complaint has been partially resolved and while I do not find the solution totally satisfactory, it will get me back on the road which I will accept.

• Initial Complaint

  Date:05/05/2023

  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 first time ever I have filed a complaint. My wife has a RAD 3 Plus Step-Thru and loves the bike. So I purchased one too a few days ago a brand new RadCity 5 Plus ****************** Commuter Bike. There is zero km on the bike, it is brand new but there is a error code 24 that will not clear and the bike is dead with no power to the motor. Sent in a video showing the problem. **************** have determined the bike needs a new controllor installed in the bike which is a big job. Bike shops are booked out 30 days for service and warranty. RAD customer service says you have to pay for the warranty work and then later you are paid back from RAD. I said just ship me a new bike and I will ship this back and get me on the road. **************** has denied this request. I have only had the bike 2 days and bought the bike for a road trip we had planned with reservations that have been made. I am right now very frustrated with a brand new bike I cant use. Rad customer service phone lines are permantly closed. Chat is only available but offline again. When you are able to get on chat you start off with 85 people waiting. There is something wrong . I find this shocking the way this company treats there customers. I expected better treatment than this and figured they would just ship me a new bike. Very unhappy.

  

  Business Response

  Date: 05/06/2023

  Hi!

  Thank you for writing in to the Better Business Bureau regarding order 30-138586 under the name *************************. We see you have now requested a return in ticket ******* so we have closed your support ticket ******* regarding troubleshooting and repair. 

  We have a fantastic Returns team that will gladly assist you in processing a return for your order. All returns are handled through e-mail by our Returns team for the purpose of collecting documentation and sending return shipping labels. We have emailed you in your returns ticket today and requested pictures of the bike and other information related to the return. Please respond with all requested info so that our returns team can review. 

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

• Initial Complaint

  Date:05/02/2023

  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.

  Defective battery returned and did not receive replacement

  

  Business Response

  Date: 05/03/2023

  Hi! 

  We do not accept returns of batteries and did not authorize a return on a battery. As discussed in your prior support ticket 1783431, we can not issue a refund and we can not return the battery to you as it has been 6 months and we do not accept battery returns so it would have been disposed of through a HAZMAT process. Please see #7 and #8 on our return policy here:

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

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

   

   

• Initial Complaint

  Date:04/23/2023

  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.

  My bike tire popped in december and I have yet to receive a replacement. There has been a recall on this part of the bike. I was using this bike to take my kids to and from school. I am now without transportation and forced to walk while waiting for this part. I would like to return the bike for a full refund so I may purchase a bike that will not break down on me and my kids.

  

  Business Response

  Date: 04/24/2023

  Hi!

  
  We previously responded to your prior BBB complaint, ******** review and Yelp review in January. You had not filled out any recall form previously, so we filled out for you on January 29th, 2023. Your RAD account and recall form are registered under another email ********************* which is where all communication regarding the recall is emailed. Updated communication regarding the recall was sent out to you via email on April 7th. Thank you for your continued patience as we work to get you back ************* on your RadWagon 4.
  

  At this time, we estimate that the remaining kits will be shipped to all customers by Mid-May. Once your kit is shipped, you will also receive a notice about your complimentary local service appointment via email. We continue to fulfill kits based on the order in which our online form was filled out, in order to get them to riders like you as quickly as possible.

  As communicated previously, we will not be accepting returns or compensation regarding the recall as there is an identified fix in place. 

  Please let us know if you have any additional questions. 

• Initial Complaint

  Date:04/20/2023

  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 received recall notices for the tires on my Rad Power Bike. I was told to stop riding my bike immediately until the company could replace the tires at no charge. There is also a recall on the rim strip that effect all my Bikes purchased from them and 1 from private sale. I made several attempts to reach Rad Power Bikes by email and phone, I couldn't get a reply or return the message I left. I finally file a review of the company and then they responded right away. They have since stopped communicating with me. When I told them I identified 3 tires on my bikes as recall tires with defects and that 2 spare tires purchase were also recall tires. I was told my bikes were older than the warranty and they would not send me tires. They would not replace the new spare tires identified as recall tires because they do not warranty spare parts or tires purchased through them. I feel this company is walking a very thin line maybe I need to contact a lawyer, they expressed no concern for my safety even though they sent me several recall notices. This company is discriminating against my recall warranty and has no concern for my safety. The tires all clearly have the recall markings and they have defects upon closer inspection. Separation in the sidewall. Splitting in the materials. Tire replacement is their promise, but not for me. I do not deserve safety is what I get from them. That or they are sticking me with 2 bikes I can not ride and finding tires that are safe is my problem, not theirs. I say they are very wrong on this and need to step up right away and fix. The tires are clearly labeled Rad Power Bikes, these are the only source for 22 x 3 inch tires and tubes. They are clearly labeled Rad Power Bikes and they have they ribbed markings that identify them as recall unsafe tires. So unsafe they insist I do not use my bikes. I have over 5k invested in these 2 bikes and they are sitting idle waiting for tires from the company that installed them, and sold them installed.

  

  Business Response

  Date: 04/21/2023

  Hi! 

  We see you did register for the recall on March 29th, 2023 for both of your RADWagons. The recall form can only be filled out for the actual bikes and not spare tires, so only 2 repair kits will be sent to you for each of your bikes. Thank you for your continued patience as we work to get you back ************* on your RadWagon 4. We sincerely apologize that the process of distributing repair kits is taking longer than originally expected. At this time, we estimate that the remaining kits will be shipped to all customers by Mid-May. Once your kit is shipped, you will also receive a notice about your complimentary local service appointment via email.
  We continue to fulfill kits based on the order in which our online form was filled out, in order to get them to riders like you as quickly as possible.

  For the 2 spare tires you purchased on order 671658 in December 2021, pictures were requested of those tires in ticket ******* showing that those tires are the recall-affected rib-walled spare tires. If they are the effected tires, we can refund you for those spare tires. You have not responded to that email with the requested pictures. You have been also been previously refunded $50 on that order. The price you paid for the 2 tires plus tax was $84.16 so after the $50 that was already credited on that order leaves $34.18. Since the payment method used was Paypal Express and it was over a year ago, a refund cannot be issued due to time limitations within Paypal. Once we receive the requested pictures of the spare tires, we can either send you a wire request form to do a transfer of the $34.18 into your bank account that can take up to 6-8 weeks, or we can issue a $50 RAD gift card that can assist with the purchase of additional spare tires when those are available for sale again. You can sign up for out of stock alerts for the spare tires for purchase here: 

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

  You have also been previously warned through email and via phone about abusive language towards our staff. We pride ourselves in being nothing but respectful, kind, patient, friendly, and all other pleasant terms that could fit in the mix, and it is critical that those things are returned to our team by customers. We want to do our best to assist you. Please respond in the support ticket that was just emailed to you with the requested pictures, and we can absolutely assist with refunding the additional $34.18 due for the spare tires. 

  Looking forward to hearing from you. 

   

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19963237
  
  I am rejecting this response because: you did not refund me 50 dollars for tires on that order. That was a 50 dollar off discount for being late with your order. I expect full refund for spare tires or you can send an additional tire replacement kit that comes with 2 replacement tires. I have stated several times I will send you anything back you want for your inspection, I have found defects on all 5 tires with the ribbed markings. I have only 1 tire not affected by recall. You must send a call tag for return items, the shipping cost is your responsibility. I will accept only when you refund full amount on spare tires and agree to send me 2 recall repair kits for the 2 purchased bikes. I have found my temperament is no problem, it's the company that gaslights the issue with avoidance and lack of clear communications. All my bikes have the rim strip recall, the 2 I purchased from Rad and 1 I bought off ***** I own 3 Radwagon 4 total. Gift certificates are no good. Replace the recall tires with the ribbed sidewall separation. You said they so defective I should stop riding my bikes immediately. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a RadRover 6 in December and an accessory trailer in March. Although I verified the trailer is compatible with the bike we had with customer service does not appear so. The Hex nut did not leave enough thread on the axle to properly secure and ended up getting lost. Rad has no replacement parts and the part cannot be found elsewhere, now I have a **** bike missing an axle nut and a $300 trailer that is no use.

  

  Business Response

  Date: 04/21/2023

  Hi!

  This must have been incredibly frustrating to not be able to use your RAD Trailer due to your lost custom nut for your RAD trailer. We also received your ****** review and notified you in ticket 1804931 that we have located a 18mm nut with a **** thread pitch with **** mm ******. We located a replacement from one of our retail locations and the package is awaiting a ***** pickup to ship out. We have emailed you your ***** tracking details on that order 1075521. 

  Please let us know if you have any additional questions! 

  Customer Answer

  Date: 04/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I did receive confirmation an order shipping via fed ex.  Does not appear fed ex has picked it up yet, still not showing any tracking data on their site.  Tracking number  771918039270

   

   

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

  Customer Answer

  Date: 05/16/2023

  Purchased a Rad Rover 6 in December 22. Purchased the accessory trailer in March. Reached out to ******************** to verify the Rad Bike we had supported the trailer which they confirmed. Attempted to install the trailer and could not secure a hex nut which was lost. Through discussion with the ************* seem it's common that axels are ruined during initial bike build also. Now we've come to find out that *** should not be selling trailers for this bike as it destroys ********. Had *** informed ** the bike axel could not support the trailer I would not have purchased it. After having the bike at a repair shop for over a month they have deemed the bike to unsafe to repair and use. Rad has no ability to provide replacement parts, only willing to sell me another tire for $500 plus in addition to the $2000 I already paid for a bike and trailer. We have gotten 3 months out of the bike and trailer has basically been unusable. This company promotes quality and safety but does not live up to it. At this point we are expecting a full refund on both products so a new purchase can be made.

  

  Business Response

  Date: 05/19/2023

  Hi!
  
  Thank you for submitting another Better Business Bureau Review. As stated previously in your support ticket *******, unfortunately stripping the thread on the rear axle is not covered by our limited warranty found here:
   
  *****************************************************************************************************
  
  Your rear axle is stripped and since this did happen post-delivery, this is not covered under our warranty. There are many reasons you could have stripped your axle including what has been mentioned previously and also possibly too much weight on the trailer you were towing.
   
  We do not have rear axle replacements by themselves, but you can order a new rear wheel. We also gave several other suggestions in prior replies to try to repair your stripped axle through a local bike shop. 
   
  Please reach out with any additional questions!
  
   
  
  
  

  Customer Answer

  Date: 05/22/2023

  Purchased a *** Rover 6 in December 22, then purchased the cargo trailer in March 23. Upon trying to install the trailer the end of the axle was damaged and could not properly secure the axle nut back to the axle all the way, which ended up lost. After waiting for a month for *** to supply a replacement which was finally received, attempted to secure it and still would not fit. At this point was not sure if the nut was incorrect or the axle was to damaged. After a month local bike shop determined they could not fix or repair either and *** refused to provide replace parts as due to not having any which sounds like its not uncommon based on feedback weve seen on social media and local bike stores. We also come to find out from other experts that the bike is not really equipped to support the trailer although I verified with *** prior to purchasing that the trailer was compatible with the bike. *** only stands behind their limited warranty even though the bike was only able to be utilized for 3 months at this point. After paying $1600 for a bike, $300 for the cargo trailer, and now another $300 for misc axle nuts that did not work, having the axle repaired and two axle nuts specially made (again since the replacement one *** sent me was not correct) the tire is back together and NOW THE ***** IS BROKEN, again after only using for 3 months. Bike gets power, connections where cleaned, control panel was cleaned, and still no power to the motor. Im sure the *** limited warranty does not cover the motor no longer working after three months of usage and less than 6 months from purchase. All local repair shops have told ** *** offers no support to diagnose and fix the motor so there is nothing they can do not to mention the comments on the poor experiences they have had with *** equipment in the past. Requesting a full refund from *** for both the bike and trailer.

  

  Business Response

  Date: 05/23/2023

  Thank you for writing in and submitting your 3rd Better Business Bureau complaint. As stated previously, the rear wheel was denied coverage by the warranty due to the axle being stripped post-delivery. The *** trailer is only designed to carry up to 100 lbs as described on the product page. 
   
  Please view our limited warranty terms HERE *****************************************************
   
  If you have now received motor failure, please submit photos of the motor and the axle. Please also include a video of what you are experiencing with footage of the motor and rear wheel so that we may review. 
   
  Please reply with requested photos and videos in your support ticket *******. Looking forward to hearing from you. 

  Customer Answer

  Date: 05/24/2023

  I am rejecting this response because: their claim continues to be that we put over 100lbs on trailer.  We were not able to even use the trailer for a full 24 hours after installing before the nut was lost.  The reason the nut was lost was because the axle already was already damaged prior to ** attempting to install the trailer which is why the axle nut could not be secured properly back on the axle.  Our belief is they shipped it to ** damaged and was not identified until the trailer purchased and attempted to be installed.