Complaints

This profile includes complaints for Rad Power Bikes Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rad Power Bikes Inc.

  1121 NW 52nd St Seattle, WA 98107

  
• 

  Rad Power Bikes Inc.

  535 Florence St Imperial Beach, CA 91932

• 

  Rad Power Bikes Inc.

  2107 S 700 E Salt lake City Utah, UT 84111

• 

  Rad Power Bikes Inc.

  1121 NW 52nd St Seattle, WA 98107-5130

  
• 

  Rad Power Bikes LLC

  275 W 5 Ave Vancouver, BC V5Y 1J3

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/19/2023

  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 bike from RAD bikes. It arrived on 9/13 - due to the death of my mother, it was not assembled until mid october. I rode it for one week when it stopped working. I waited for 4 weeks for a back ordered part to arrive to fix it. It arrived just before Thanksgiving. Due to taking care of my mother's estate and winter conditions, we were not able to attempt to fix the bike until March. Upon trying the new part, it still does not work. I have followed all of the troubleshooting, to no avail. My significant other had a bike delivered from this company at the same time. His also broke. They are currently offering him a refund but not me. They are resending the same parts with more instructions to fix. I have concerns that even if I fix the bike now, that it will break again and they will do nothing to support me as the bike will be out of it's warranty in less than 6 months. It is clearly a lemon and they will no fix it or replace it. It seems there is some sexist behavior on their part as well, consider how quickly they offered to replace my boyfriend's bike. Please help me get a refund or some protection on this purchase. Thank you.

  

  Business Response

  Date: 04/21/2023

  Hi! 

  
  We sincerely apologize about any frustration that you have experienced. This is certainly not the experience we want you to have. In your support ticket 1823449,  replacement parts were approved and an order placed on April 19th, 2023 for a throttle, wiring harness, controller and PAS sensor. You were also notified that you were approved for two hours of professional labor by a certified local mechanic to install all of those parts. Normally labor is not covered under warranty, but was approved for you as a courtesy. 

  Please see our Limited Warranty terms here: *****************************************************************************************

  No refund or return would be approved as you are over the 14 day return window. All parts have been covered under warranty and labor approved as a courtesy. 

  Please let us know if you have any additional questions. 

  Customer Answer

  Date: 04/22/2023

   
  Complaint: 19958640
  
  I am rejecting this response because it does not address my concerns. This bike has worked for one week out of the 6 months Ive owned it.  The other bike we purchased at the same time also broke and they are refunding it  I have concerns that this product is defective and they are not admitting to it.  If we replace all of these pieces and it miraculously works, I would like extended warranty protection beyond the one year purchase date of this bike.

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

  

  Business Response

  Date: 04/26/2023

  Hi! Your warranty is effective for 1 year from the date of delivery. Your warranty will expire 9/1/2023 and is not able to be extended, we apologize. 

  Please see our Limited Warranty terms here: *****************************************************************************************

  Please let us know if you have any additional questions. 

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19958640
  
  I am rejecting this response because it is simply not good enough. The product they delivered is faulty and they are not willing to make it right. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/17/2023

  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.

  A recall was sent out last year in November for our electric bike due to blowout tires that can lead to injury. The company had resumed sales but has not revolved the issue our recalled bike. The new bikes have the new tires while customers who already purchased the bike still wait for replacement tires and unstable bikes.

  

  Business Response

  Date: 04/19/2023

  Hi!

  We have confirmed that you are on the RADWagon recall list submitted 12/2/2022 under email ******************. There was updated email communication sent out to all effected RADWagon customers on April 7th, 2023. 

  We sincerely apologize that the process of distributing repair kits is taking longer than originally expected. In February, we notified you that repair kits would be sent by the end of March, but we have not been able to meet that goal due to delays in receiving repair kits at our warehouses and recent increases in registrations for the kits.
  We understand the frustration the delay has caused. At this time, we estimate that the remaining kits will be shipped to all customers by May 10th. 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.

  Please let us know if you have any additional questions. 

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19945971
  
  I am rejecting this response because:

  There is no resolution to my issue. Repairs kits for a safety recall have already been delayed several times. The company has resumed sales with new tires and are leaving people who have already purchased stranded. I would like an update as to when exactly not expect since that seems to change several times already. Where are we in the queue? Why is no one able to answer that simple question? Transparency goes a long way when dealing with a safety concern regarding a product purchased.

  
  Sincerely,
  
  *****************************-frame

• Initial Complaint

  Date:04/16/2023

  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.

  Purchased a RadWagon 4 in June 2022. Recall was issued by email in September on tires. I registered immediately for replacement tires. They have not yet arrived, despite multiple promises from the company that replacement tires are to be sent immediately. At this point, communications from the company do not seem trustworthy--repeatedly claiming that they would address the issue with exploding sidewalls on tires, which effectively rendered this product useless, yet I have now owned an electric cargo bike for almost a year and for 7 months of the 10 months it has been unusable due to their recall. There are NO available replacement tires for the "custom" rim size and width of their product, no OEM tires, which leads me to suspect this is fundamentally a quality control and process defect with the company's product development. Also, they continue to sell this product on their website, yet Radwagon 4 owners like myself are still waiting on a recall 7 months later. For a transportation product, a cargo bike, which was sold to buyers for its every day utility, this is an unacceptable business practice.

  

  Business Response

  Date: 04/17/2023

  Hi! 

  Thank you for your continued patience as we work to get you back ************* on your RadWagon 4. Updated communication went out to all remaining effected RADWagon customers on April 7th. We sincerely apologize that the process of distributing repair kits is taking longer than originally expected. In February, we notified you that repair kits would be sent by the end of March, but we have not been able to meet that goal due to delays in receiving repair kits at our warehouses and recent increases in registrations for the kits.

  
  We understand the frustration the delay has caused. At this time, we estimate that the remaining kits will be shipped to all customers by May 10th. 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. We have confirmed you are on the recall list. 

  
  In accordance with the recall terms, since Rad has an identified solution in place for the repair of the RadWagon 4, we will not be accepting any exchanges, refunds, or returns of this model or offering any type of compensation other than covering the cost of the Rad-replacement parts and the labor to install them, once your replacement parts kit is available to ship.

  Please let us know if you have any additional questions! 

  
  
  

• Initial Complaint

  Date:04/13/2023

  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.

  We have purchased a bike from this company, actually, theyve provided us two completely broken bikes that do not work and are unfixable. The second bike that we received they want us to purchase a box to return and they have an extensive unreasonable request for returning it. We have spent $2500 on a bike and done everything that theyve asked which has been numerous request to now tell us that we have to pay to ship a bogus product back that has never worked properly and pay for the shipping in order to get it returned. We have merely asked them to provide us a box with the shipping packaging that they want us to do and wed be happy to ship it back, but we do not want to pay for the shipping and we should not have to pay for all the wrapping in the box that they want. Also, the details they want us to go into about taking the bike apart is absolutely ridiculous. As you can see, if you are able to see their request, it basically is trying to frustrate people to the point where they dont return it not only have we lost a ton of money because I used to ride my bike to work daily. It is a 30 mile round-trip ride. I gave away my other bike, and bought the rad bike since I bought this bike I have had to pay for gas to drive to work for over a year, when I would be riding my bike. This has cost me thousands of dollars that I have lost due to not having a bike. We are merely asking them to send us a box in the packaging so that we can return this bike to them and pay for the returning and they refused to do so I think this is unreasonable when you spend $2500 on a bike and you go through all the things that theyve put us through emails pictures videos testing. We have done everything that theyve asked and yet they want us to pay now to return a bike that they sold to us that was a faulty bike in the beginning , had we just not liked it, i could see us having to pay to return it, but to sell us two faulty bikes in year, and then expect us to then pay to return a faulty product is not reasonable

  

  Business Response

  Date: 04/13/2023

  Hi! 

  Thank you for writing in. Your first bike on Order ****** received several replacement parts and ultimately a replacement bike was sent out on order ******. We have replaced the bike itself along with a new controller, wiring harness, battery and sent a $100 RAD gift card. We have approved a warranty return on the 2nd replacement bike as well that was delivered 10/05/2022.

  While we do understand this has been a frustrating experience, it is very important to make sure the bike is properly protected to the best of your ability. If you threw away the box and packaging, you will need to find appropriate packaging from a local bike shop to ship the bike back securely. Everything should be protected and secured, nothing should be loose in the box that could damage the frame or other components. The battery must be locked to the frame and turned off.  Please don't forget to include the keys and charger.
   
  Please be sure to take photos of the packaging process. We will need to see photos of the bike properly protected/repackaged in accordance to our expectations before we can issue the pre-paid ***** return label. The return shipping cost is at no cost to you. 

  Please respond in ticket 1778579 when you have located a box and packed it according to the packaging instructions located in that ticket. 

  Please reach out with any additional questions! 

  Customer Answer

  Date: 05/26/2023

  i am so sorry, this is third time I have had to contact you, this is the ONLY way rad power will respond at all... I have tried calling, they are never open, ever.. I tried texting on their "live text option" it says open 9-5 pst monday through Friday, but still never open, I have tried all week.. I have emailed the staff I have been working for thousands of times to ask where our refund is, as they got our bike on 5/16/23, they told me to return, as they were not able to fix it.. I sat for hours on the live chat, i was 68 in line, then 51, then 30 something.. then ****, just a message that says no one is available.. Their phone lines 24/7 say we are closed.. Now they got my $2400 bike, and will no respond. I did confirm with Fed ex they received it.. I just want my money back, this has been a two year ordeal. I literally bought the first bike in May 2021, and still have never got a bike that works, or my money back. They have my 2nd bike now they sent me that was broke, but yet won't respond to how I am going to get my money back.

  Desired Resolution:

  Refund

  
  

  

  Business Response

  Date: 06/01/2023

  Hi! 

  Your refund went through on May 28th from order 458042. Please allow up to 2-7 business days for your refund to be reflected on your banks end. 

  Please let us know if you have any additional questions! 

  Customer Answer

  Date: 06/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, however  I just send the wire on 31st, so for them to say they provided or processed a refund is NOT a true statement for 28th. As I had not e en received the wire form yet. They agreed to refund, but based on past history , everytime bbb closes  my file then I never hear from them and have to go to website on be on hold for several hours. While I appreciate the refund, I have not received it yet. So Id like this to remain open until I actually receive the funds in my bank. As I dont want to have to do another complaint . 
  Im happy to update bbb when I receive funds. 
  

  it wont let me send you the wire to reflect the date, but I signed and sent it 31st of may . So then saying a refund is may 28th is false statement 
  Sincerely,
  
  *****************

  Customer Answer

  Date: 06/06/2023

  I never asked to close my case as matter of fact I begged u to leave it open unti other paid me. They lied and said they paid me but they never did . 55138416-10117

  

  Business Response

  Date: 06/09/2023

  Hi! 

  Your refund for order 458042 was processed on May 26th back to a **** card ending in ****. Your Acquirer Reference Number (ARN): ***********************. Please follow up with your bank regarding your refund. 

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 19931086
  
  I am rejecting this response because:
  They didnt send me a refund . I told them prior to even sending bike back that card I purchased is closed. But they chose to send it to it anyway.  I called them back after talking to cc company and told them they cannot issue me a refund as its been closed for two years. They asked me for a word which I provided them in may 31st. If we can keep this open till I get my funds, because they keep ignoring me once they see the file closed. I would sure appreciate it . Just wanna move forward 
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 06/15/2023

  Just got my refund. Ok to close case 

• Initial Complaint

  Date:04/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a RadWagon 4 on August 19th. The earliest time I could get it professionally assembled was August 26th. I took it for a very short test ride to make sure the seat/brakes were comfortable. My front tire completely deflated the first time I rode the bike for more than a quarter mile. I only got to ride it two more times (fighting flats both times), because on August 31st, less that two weeks after my purchase (and only 4 days after I was able to get a technician to assemble it), I received the recall notice for the tire manufacturing defect.(There was a manufacturing defect in which the rim liner was off center, and could cause the tube to deflate, potentially in a very abrupt fashion. I was warned not to ride the bike until the issue could be addressed, owing to the fact that doing so could be dangerous.)Given the brief time between purchase and recall notice, there is NO WAY they weren't already aware that it was unsafe to ride when they sold it.Over 7 months later, when I FINALLY got the repair kit, the technician who was repairing the FIRST dangerous issue discovered a SECOND, WORSE manufacturing defect! He found that the rear rim had NO LINER, and that the *** was CRACKED.Encountering two hazardous QC oversights (while only getting to ride the bike three times), I have NO CONFIDENCE that it will EVER be safe to ride. I reached out to RadPower, hoping to exchange this model for one with a better track record, and was rejected since I had had the bike for over 14 days. (Reminder: I was told BY THEM to stop riding the bike before the return window had closed.)I've been told that it will be AT LEAST another month before they will even start trying to replace the rear wheel. I don't feel like I can ethically sell it to someone else, given my experience, since I don't believe that their "repairs" will result in a safe bike. Since the tires are a proprietary size, there isn't even an option of seeking third-party alternatives.

  

  Business Response

  Date: 04/13/2023

  Hi! 

  We sincerely apologize about any frustration that you experienced. ***** from Velofix informed us that he found a crack in the rear wheel, at the hook of the rim of your RADWagon4. He said he did install your new front tire, but left the rear wheel's tire uninstalled. Since you have the new tire and rim strip for the real wheel, we found a new real wheel assembly at our ******* store that we can ship out to you without a tire on it. 
   
  We have placed your new order ******* for the new rear wheel assembly to ship to your home address and have emailed you directly in ticket 1825681. We have also informed the Velofix rep to contact you to schedule a time to come back out to install that rear wheel with the new tire and rim strip. 

  Thank you so much for your patience with this. Please reach out at anytime with any additional questions. 

  Customer Answer

  Date: 04/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am very reluctantly opting to accept this outcome. To be clear, I am not at all satisfied with either the product, or with RadPower customer service. My only hope is that this will make the bike serviceable enough that I will be able to **** it off on someone else (despite undoubtedly taking a significant financial loss), and put that money toward a bike from a different company... one which has better quality control measures in place (hell, ANY quality control measures!), and doesn't sell vehicles THEY KNOW ARE DEFECTIVE at the time of sale.

   

  I have warned, and will continue to warn, everybody I have contact with to not  do business with your company. I sincerely hope that the company pays the price it owes for its dishonesty, and for subsequently providing such reprehensible service.

  
  Sincerely,
  

  NOT part of the "RadPower community"
  *******************

• Initial Complaint

  Date:04/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 30 2022 I purchased a RadWagon 4 On Sept 9 I was told to stop riding the bike due to a potential safety issue.On Sept 17 I filled out a form for replacement parts On Nov 3 I received a recall notice with the following timeline: "we anticipate shipment of repair kits to customers shortly and continue into next year."On Nov 22 I received the following updated timeline: "Repair appointments are currently expected to begin in January and run though March 2023. "On Jan 9 I received an again revised timeline: "U.S. service appointments will occur between mid-January and the end of February"On Feb 24 I received another timeline: "The majority of customers will have their tire kits and appointments booked prior to March 15th, and the remaining customers will be scheduled by the end of March."On Apr 7 I received another timeline: "At this time, we estimate that the remaining kits will be shipped to all customers by May 10th."So on Apr 7 I called ************ and was told that the tires would now not be expected to ship until the end of July. This will make 11 months of being unable to ride the bicycle or legally sell it to purchase another. I asked to exchange my RadWagon for another bicycle from Rad Power Bikes or other compensation and they refused to do either.

  

  Business Response

  Date: 04/10/2023

  Hi!

  Updated information was emailed out on April 7th regarding this to all remaining effected RADWagon customers. Please check your spam folder for any possible missed correspondence regarding the recall. 

  
  We appreciate 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. In February, we notified you that repair kits would be sent by the end of March, but we have not been able to meet that goal due to delays in receiving repair kits at our warehouses and recent increases in registrations for the kits.

  
  We understand the frustration the delay has caused. At this time, we estimate that the remaining kits will be shipped to all customers by May 10th. 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 we have identified solution in place, we are not accepting any returns, exchanges or compensation in regards to the recall. 

  Please let us know if you have any additional questions! 

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19910068
  
  I am rejecting this response because:

  The business has not provided any substantially new information nor have they rectified the problem(or even given a concrete timeline to rectify the problem): I cannot use the product I purchased, nor can I sell it to buy a bicycle I could use. As stated I would like either a replacement, monetary compensation for the inability to use the bicycle or a guraranteed repair timeframe that is within two weeks from now.
  I find it ridiculous that Rad Power Bikes uses the excuse that there is lots of recent demand that I have not received the replacement parts and repair yet as I submitted my request in September of last year, before the recall was even formalized and they state that they are filling order in the order this request was filled out. At the very least they could state how many requests there are in front of mine and how many behind. I filled out my request in September of last year, tell me how it takes 7 months to procure two tires and rim strips, and yet you are selling these bikes new still. Clearly you have the parts as they are being sold new.

  So, I would like to know how what order my specific request is to being filled, how many in front of me and how many behind. As well I was able to find replacement tires, Two Vee Tire 22x3.0 Bike Tires, Whitewall Speedster Over Ride ****** 50 with Performance Compound. 22 Inch Bike Tires.

  I would like Rad Power Bikes to cover the cost of these tires if they are unable to provide replacement tires within 30 days of this notice, or at their choice let me exchange my RadWagon 4 for a RadWagon 4 which is not covered under the recall, as their website clearly states that they are selling this bicycle still and that it is available.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/05/2023

  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.

  ** own an unusable RadWagon 4. I registered for the recall when I first received the email with the link to the form in September 2022. I filled it out promptly knowing there could be a backlog and wanting to be back to biking my kids to school, to work and around town asap. Now that the expected date for shipment has been pushed back from March to April ** still haven't received an update or the required parts. I had to re-register on 2/13/23 only after two separate customer service calls and at the behest of the second agent who told me it would be best to resend it. The first agent assured me he had all my info! Literally he recited back my info to me on the phone and said he would call me back with more info regarding the plan. He never called me back after being (too) patient, I called a second time and then was told to resend the form and I would NOT be put in the back of the line. This is a failure in the system that somehow did not record or receive my form that I sent and that did not provide any prompt in the first email section or after sending the email what to expect next never stating that once the form was filled out we should expect to receive yet another confirmation. After the form was sent it simply said thank you, we have received your information and will reach out to you again as soon as possible.I have tried to be a patient and an understanding customer as this whole situation ***** for all. Getting multiple emails blasted stating DO NOT RIDE sure got my attention. Once I got the chance to fill out the form I did just that.This is a situation that Rad created with poor QC and is refusing to correct beyond the absolute bare minimum dragging their feet the entire way. At this point they have completely ghosted me. But don't worry, they have RadWagon 4s available for purchase today, while we wait and wait for our parts so we can haul it to a shop, wait for it to be fixed! My review on Rads website was magically never posted.

  

  Business Response

  Date: 04/06/2023

  Hi!

  I have confirmed you are on our Tire Replacement & Service list, registered 2/13/2023. We understand that the process has not been the easiest to deal with, but we have and are doing the best we can to get this recall issue taken care of as quickly as we can with the safety of our riders in mind. We are still working through the process of shipping out the remaining kits needed as we are awaiting a new shipment. Rest assured that we will get to your spot in line as quickly as we can. If everything goes according to plan, your parts should be ship Late April/Early **** Please note that this timeline is subject to change, and we cannot expedite the process or move you up in line to receive the recall-related repair parts earlier than your current position in the queue. I am sorry that we do not have any more information on where your place is in the repair queue, or what shop will be picked for you to do the repair. 

  You will get an email when your parts ship and another when your service appointment has been scheduled. Please keep an eye out for this email sometime in the next month. Once your appointment has been scheduled, it will be your responsibility to safely transport your bike or tires to the service appointment. Please be advised that transportation of the bike to the service appointment is not covered by the Rad warranty or the recall process.

  Updates regarding the recall will be sent to your email within the next week as well to all remaining effected customers who have not received their kits yet. 

  Thank you for your continued patience with the recall. 

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19900152
  
  I am rejecting this response because:
  

   

  Timeline:
  7/2/22 - Purchased.
  7/5/22 - Kickstand failure; sent email (shop swapped it on 7/9, ******** never responded beyond "received" and closed ticket 8/4).
  8/31/22 - First notice (followed again on 9/2, 9/3, 9/4)
  9/8/22 - Notice with form Link - I filled this form out practically immediately. That email had a section of "what to expect next," and nowhere in it did it say I should expect a separate confirmation email that the form had been received. After the form was sent it simply said thank you, we have received your information and will reach out to you again as soon as possible.
  11/3/22 -  Another notice : If you have already filled out this form from ***'s previous communications, you do not need to fill it out again. This one also stated to expect repair shortly and into next year based on submission order.
  12/2/22 - Another notice, essentially the same as 11/3.
  2/1/23 - Phone call 1 - When I called, the person I spoke to said they had my information and would check where I was in the line and get back to me, he literally read my information back to me on the phone, he never called me back.
  2/13/22 - Phone call 2 - Now when I called and spoke with Chxxxxx, I was told I didnt exist in the system. He also said that I wouldnt be put into the back of the line, which is exactly what happened. He said that I should refill out the form as he did not have my information listed. How do I not exist when the last agent rattled off my info??
  2/13/22 - Refilled form. I was told that you checked records going back to the middle of October, but I received the email with the link to fill out the form on September 8th. What about that 5 weeks from September 8th-Middle October?
  I did not wait 5 months to fill out a simple form after receiving multiple emails stating to not ride my bike. This is a failure in the system that somehow did not record or receive my form that I sent and that did not provide any prompt in the first emails section. Nor after sending the form did it say that once the form was filled out we should receive yet another confirmation.
  How can you sell new Rad Wagons when you have not fulfilled the repairs? *** was aware that approx ****** RadWagons were in need of replacement parts but were somehow caught of guard and delayed by registrations. 
  The initial email said to expect repair kits shortly and into the new year. Then it was bumped back to March 15th. Then it was the end of March. Then it was through April. Finally we are not told it will be by May 10th. This doesnt include the install of course. 
  After all this, I am told tough luck, youre in the back of the line because we cant find your first initial form, dont mind the customer service agent who clearly lied to you. 5 different dates that have been set, and now we can expect it in May. If I am lucky, I will be able to bike my kids to school for the last week or two before summer break! And oh yeah, Im gonna have to figure out how to get my 80# behemoth of a bike to the shop for the complimentary service. Rad doing the absolute bare minimum, not allowing returns, not providing refunds or anything is not a good way to keep loyal consumers.
  
  

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

• Initial Complaint

  Date:03/27/2023

  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 bike from Rad Power Bikes on 3/22/22. I noticed there were some issues with the brakes and took it to a local bike shop in July 2022. I was advised that the brake issue needed to be fixed at a Rad Power Service Location. On 8/31/22 and 9/8/22 Rad Power Bikes sent emails noting that there was a tire safety issue for RadWagon 4 bikes. I confirmed this affected my bike Serial # *********** and called the ******************** Line on several occasions, including 10/18/22 and 10/29/22. I was advised that a return and refund would be an option given the safety issue. On 11/14/22 I called again for an update and was advised I did not qualify for a refund, contradicting what I was previously told. I was advised to wait for a replacement that would be available starting in December 2022. I completed an online form on 11/25/22 requesting a replacement tire as I was told that this was my only option to get my bike tires replaced and have a safe functional **********.There was an updated email 1/9/22 noting that Service Appointments would occur between mid-January and the end of February. I inquired again on 2/23/23 and received an updated estimate that replacement parts will be ready and shipped out by the end of March. I inquired again on 3/26/23 and was advised that parts should be shipped sometime in April. Since the initial email notifications 6 months ago, I have contacted Rad Power Bikes numerous times and been consistently given contradictory information. To this date, I still do not have a safe, functional bike and no confirmed date when the recall issue or the brake issue will be fixed.

  

  Business Response

  Date: 03/28/2023

  We apologize that the shipment of your RadWagon 4 repair kit is taking longer than anticipated. The remainder of the kits will be shipping in the coming weeks. 
   
  We did notice that your original order ****** was purchased at the Berkeley Retail location. We have reached out to the retail store and they do have a kit available that has been reserved for you. We can also install it at the service center when you come in. When would be a good time to get that installed for you at our Berkeley store? Our service department is open Tue - Sat: 10 a.m. - 6 p.m.
   
  Whenever is convenient for you, we will prioritize to get you taken care of! We have reached out to you by direct email as well in ticket 1812299 to coordinate a time. Please respond to that email so we can get you scheduled. 

  Looking forward to hearing from you! 

• Initial Complaint

  Date:03/21/2023

  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.

  Transaction date: Mon, Nov 21, 2022, 5:23?PM Amount Paid: $5,421.74 I returned my order back to rad power bike using their labels. But there was a mix-up at ***** because they had mixed up my labels with other packages. So I went back to the ***** location to ask what had happened and they explained the situation to me. And they said that I will need new labels from Rad to send the package back. When I asked *** for a way to return it, I was denied. I was extremely disappointed because this is two months of salary that I wouldn't get back.

  

  Business Response

  Date: 03/22/2023

  Hi! You stated you returned two bikes, however this is not what occurred. One tracking number that was received was sent with a bike label but was in actuality an empty envelope - not a bike box or a bike. The other tracking shows disappeared but the dimensions are similar to the first attempt. When our returns team asked you for confirmation of your drop-off - you sent in a known fraudulent copy of a ***** receipt that can be found on the internet that we have seen many times. The fraudulent receipt you sent in was one that you got off of Pinterest. We asked multiple times for a real receipt and you never have answered the email. Any return or refund of the bikes you received is denied. This has been documented and emailed to you previously in ticket *******.

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19631994
  
  I am rejecting this response because: I had only forwarded what I had received from ***** employees. I am not sure what they gave me exactly. But when I had gone back to the courier location the specific employee had been fired and they still had my packages there. I pleaded that they send them immediately and provide me with a receipt that would be acceptable. They said that I would need new labels for them to do that. Is it possible to get an return address that I can send them to with my own labels? 
  
  Sincerely,
  
  Harshivr ******

• Initial Complaint

  Date:03/20/2023

  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.

  I bought a rad wagon 4 in March 2022, and in Sept 2022 the tires were recalled and we were instructed not to use it. We were told tires would be replaced shortly. Since then the date of installation for the sage tires has been pushed back almost 7 months. We bought this as a substitute for a car and its rendered useless. Ive requested a refund or to trade back the bike so we can have a viable way to commute to school. They have said there is nothing they can do except replace the tag when they come available.

  

  Business Response

  Date: 03/21/2023

  Hi! We are currently working on a fix and sent out repair kits to hundreds of customers so they can ride their bikes again. I will gladly check on the timeline for your order. Do you know which email you used for ordering? Additionally, if you filled the form to receive repair kit? Let me know.

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19625650
  
  I am rejecting this response because: Ive completed the online form and am awaiting a repair kit/installation. When I spoke to customer service on the phone to express frustration that the repair kits keep getting delayed, the representative noted that they may be delayed further as the exact timeline is unknown. I understand a brief delay in services, but its been close to seven months without a resolution. Id love to know if there is a way to resell the bike back to rad bikes or exchange it for a bike that does work. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/22/2023

  Hi! We are not showing any recall form filled out under this email and we do not show this email or name under any current RAD account. What is your original RAD order number, name and email address used?