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:03/20/2023

  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.

  We purchased a RadWagon 4 and accessories on August 23, 2022 (Order #******). We had the bike delivered to a bike shop for assembly and it was delivered on August 30, 2023. On Sept 8 we were notified of a safety issue with their tires and not to ride the bike. Since then, the bike has remained a the bike shop and has never been ridden. We talked to customer service and they told us that they were extending the return window but we agreed to wait for the fix. In November, after paying for ride shares since this was supposed to serve as our second vehicle we got tired of waiting and tried to start the return process. We were told that Rad Power bikes were no longer accepting returns. They have since found a solution of how to fix the issue. We were told that "U.S. service appointments will occur between mid-January and the end of February" and we are still waiting, 3/20/23 for our tire kit to be sent to us. They are selling the cargo bikes again and customers are able to have the new bikes shipped with the fixed tire issue while we continue to wait for our bike that we bought in August and still have yet to ride a single time to be fixed. Had we not listened to them in the first place and immediately returned our bike, which we didn't because they said they were extending the return window, we could have already have bought and received a new Rad Cargo Bike. They also do not let you speak to someone who is working on the actual issue. I was told that they will email me but that they will not call me or accept calls from customers. You are only allowed to speak to the general customer service people who do not have any information.

  

  Business Response

  Date: 03/21/2023

  Hi! We understand how frustrating and tiresome this issue has been. We can assure you that we are actively working on a fix and have been sending out repair kits, fixing hundreds of bikes already. I will be very happy to make sure yours gets delivered very soon already. We can also get someone from that specialty team reach out to you. It looks like someone from that team reached out back in December to your email, I will ask to follow up again. Thank you.

• Initial Complaint

  Date:03/19/2023

  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 Rad Rover Plus directly from Rad. Order ******. When taking to bike out today I just starting down a hill and the front wheel came off the bike. It threw myself and daughter off the bike. The entire left sleeve of a $300 ArcTeryx coat was torn up for me. My daughter had to be taken to *********** and luckily it was just a sever sprained wrist. The wheel wouldnt stay on. The latching mechanism failed. In addition three spokes came off. I swapped wheels with our other Rad Rover Plus and the bike drove flawlessly. The root cause is a defective wheel. I asked *** to replace the wheel since its defective. I want a replacement wheel. Im not asking for a new jacket or the *********** costs. Just the wheel.

  

  Business Response

  Date: 03/21/2023

  Hi! We are happy to hear that your daughter and you are ok! We do see a chat transcript regarding this and a follow up email in ticket 1803553 asking for some photos of the ************ reply to that email with photos of all four sides of the bike, mileage on the display, the quick-release skewer, bottoms of the fork, and lastly the serial number for the front of the frame right below our RAD Power 'Head Badge'.

  We also see that you accepted a 10% discount for a new front wheel since accidents are not covered under warranty. That draft invoice D300890 was emailed to you yesterday. 

  Please reply to the email with the photos and we would be happy to follow up from there! 

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19621327
  
  I am rejecting this response because: this isnt an accident. The product sold to me is defective.  The latching mechanism is defective and the front wheel wont stay on. Now the tire has several spokes which popped off. So the the front wheel needs to be replaced. I didnt accept the 10% discount via chat.  I was clear in communication that I would be pursuing a BBB case. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/02/2023

  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.

  Nov 2022 We purchased a electric rad bike. RADROVER PLUS 6 HIGHSTEP. After day 2 of riding the bike it stopped working. We contacted RAD BIKES, sent videos and they agreed that something was wrong. They sent us a remote and said that shell fix the problem. After several weeks it finally arrived. We installed it and it still didnt work. We contacted Rad bikes again and they agreed something else was wrong. They sent us a controller. We installed that and didnt work. We contacted them again and they again agreed something was wrong. They sent us a remote and battery mount. We didnt receive those parts several MONTHS later. They finally arrived in March when it was ordered in Dec /January 2022. We installed them March 3,2023 and it still didnt fix the problem. Called tech/customer service again and they still didnt resolve my problem. To make up for their lack of quality the decided to send us a e-gift card for $100.00 when all we need is the bike to be fixed. This company is not holding up to their commitment making quality bikes and i want refund. This bike has been a nightmare and dealing with customer service has fell short of satisfactory. Or they can send us brand new bike. I guess i shouldve mentioned before all this, the initial bike delivery had to be delayed because the box was damaged! The packing company took it back to their headquarters to be taped up to be re delivered. I immediately contacted Rad bikes and they guaranteed me my satisfaction and would have no problems returning it if something went wrong. So this bike was rode for 2 days and then nothing else because it stopped out of nowhere. They lied and feel they are not keeping up with their company policy.

  

  Business Response

  Date: 03/06/2023

  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 sincerely apologize for any frustrations that you have experienced. Over the past few months, we have sent a Rad UI remote, a Controller, A RAD UI display, a battery mount and most recently the wiring harness. 
  
  Once you receive your wiring harness, we would be happy to assist with the cost of having this installed by a certified bicycle mechanic in your area as well as troubleshooting the issue with the bike. 
  
  We have gone ahead and approved you for one hour of professional labor by a certified local mechanic with the following Authorized ***** Code: "RWAC1789281". Your labor code serves as a way to track reimbursements and allows us to reimburse you for the work done.
  
  We can cover this cost by reimbursing you for the service back to the original payment method you used to purchase your bike after receiving a Picture or PDF copy of the itemized receipt. Please request that the labor code is included on any receipt.
  
  This labor code is only good for this service: Installation of wiring harness and troubleshooting
  
  Keep in mind that Rad will not cover any tuning, adjustments, or labor that would be considered unrelated to this and we cannot reimburse you for any components that we did not provide. We cannot issue any payment until we've received a Picture or PDF copy of the itemized invoice/receipt and we cannot issue payment through alternate channels such as paper check, cash, money order, or wire transfer.
  
  If the estimated cost or time exceeds what we have approved, please send us a price quote for the labor before having the bike serviced. This can be an informal or verbal quote so long as the expected cost is brought to our attention ahead of time so  can issue a new labor code. You can reply to the email we just sent to your email at anytime. 
  
  Rad Power Bikes will not reimburse for unauthorized ***** services. Covered labor service must be pre-approved to be eligible for reimbursement.
  
  If you have any questions about our warranty policy, you can always review it here: *****************************************************
  
  Please let me know if you have any additional questions! 
  
  

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19528553
  
  I am rejecting this response because:
  it is not sufficient compensation for our time And our inconvenience.  There is no guarantee that it will fix the issue. It will just prolong the inevitable.  If the problem persists after the new part is installed, then we will have to call again to figure out what is wrong. The only thing left would be the battery that needs to be replaced. With all said and done this bike will not be operational for at least a few months . . We would like a full refund or a brand new bike.

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

  

  Business Response

  Date: 03/10/2023

  Once you receive your wiring harness, please see a certified bicycle mechanic in your area to assist with installation and troubleshooting to resolve the issue with the bike with the labor code previously provided. Please reach out if there is any issues after this has been completed and we can discuss next steps if not resolved.  

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19528553
  
  I am rejecting this response because: there is no certified bike dealership in our area that does rad bikes.  Nor do we have a vehicle big enough to fit the extremely large bike into. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased 2 rad bikes last year (Radwagon 4 bike order #******, Delivered on March 24, 2022) and unfortunately this second one has not been able to be utilized for more than 6 months. It has been 6 months since we could use the bike and that is extremely frustrating as this is the mode of transportation that fits my 2 kiddos who are too young to ride on their own. At this point we are extremely frustrated. I understand things happen but can you honestly tell me if you spent $2000 on something, it worked for 6 months, and then the company took over 6 months to offer a repair that you would be satisfied? At this point we feel extremely uneasy about the repair to come and are beyond annoyed at the loss of utilization this has caused. I understand the 14 day return policy and had there been no issues with the bike we would be happy in our status quo. Unfortunately, y'all sold me a bike that has a problem and has been unusable for the last 6 months. Do y'all not think those are outstanding circumstances? We have had to go back and forth as to whether or not we were on the list and ever since confirming we are, the date for repair has gotten pushed back each time we have communicated.We do not want to "skip the line" and we do not believe we are more important than any other customer-what we do believe is that this "fix" is taking far too long and some compensation for your customers is necessary. This is not a $100 bike from the supermarket-this is a $2000 investment. This is a real form of transportation for my family-we live at the top of a huge hill and we cannot get up the hill on a conventional bike. We bought this bike to change our lives and that of our children-we just want to ride it!As I said in my previous communication-we would like a refund for this bike or a replacement sent ASAP. I do not believe it is unreasonable to want to utilize the product we spent our money on.

  

  Business Response

  Date: 03/03/2023

  Hi! We have confirmed that you are on our Tire Replacement & Service list. We see that you registered for the recall on 09/11/22. The Repair kits are being sent out in the order the registrations were received. Your kit is estimated to ship Mid-Late March. 
  

  We sincerely apologize 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.

  Rad can only accept returns of bikes that fall within the 14-day trial/return period. Any bikes outside of this time frame are non-returnable for any reason. The big thing to keep in mind here is that a recall does not equal a return if there is a fix in place to address the issue. 
  
  Rad has a fix in place, and is currently implementing that fix in waves now that we have the parts for the repair. If all goes as expected we plan to have all of the US recall-affected customers sent their repair parts by the end of March. This is subject to change based on parts availability.
  
  We apologize, but 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 note, you only need to fill out the form once to be on this list. Keep an eye out for status updates in the coming weeks. Here's our most current information:
  

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

  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 is set up, you will then be responsible for the safe transportation of your bike or just the tires to the service appointment. Transportation of the bike to the service appointment is not covered by the Rad warranty or the recall process.
  
  Please let us know if you have any additional questions! 
  

  
  

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19520085
  
  I am rejecting this response because: My family has been unable to use the product we purchased for over 6 months and the resolution is still 1-2 months away. We would like 20-50% refund to serve as compensation for loss of value and use. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 03/10/2023

  In accordance with the recall terms, since *** 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. We sincerely apologize for any frustration. You will be notified via email once your kit ships and *********** appointment is scheduled. 
  
  

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19520085
  
  I am rejecting this response because: This is disappointing. We asking for some acknowledgement and compensation for the loss of use (over 6 months!). I do not think that unreasonable. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:02/28/2023

  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 RadRunner 2 in June of 2022 (Order #****** placed 6/6/22 and received 6/9/22). Warranty is 12 months from receipt of bike. Last week 2/22/23, the bike experienced an Error 25 issue - which is a very well know issue for these bikes. I went online to a RadRunner forum and saw MULTIPLE users with the same issue. I went online to the RadRunner website for troubleshooting and worked my way through the process to clear the error three times, and it would not resolve. I then reached out to customer service the same day and went through their provided troubleshooting steps (which were the same ones I already did) - MULTIPLE TIMES - and the problem still did not resolve. I tried again today 2/28 with no resolution, and then emailed requesting a service call, and they emailed back saying they cannot do a service call but can replace the defective part. How do they even know which part is defective? They said I can take the bike to a shop so they can fix it. Really? What kind of support is this? I emailed back saying that I will not take it to a shop and pay for any repairs. I have not gotten a response back yet. I find it extremely disappointing to spend $1500 and experience this poor level of support, especially for a KNOWN ISSUE. My credit card company is VERY GOOD about refunding purchases when there is a problem, so I may go that route if needed. However, I really would prefer that Rad Power Bikes own up to the known issue and fix the problem.

  

  Business Response

  Date: 03/03/2023

  Hi! We reviewed your ticket 1782647 and saw that there was several email exchanges in regards to troubleshooting steps and pictures sent in. A wiring harness was approved today at no charge due to your warranty and order 1058438 was created and estimated shipping from our warehouse is estimated to be 2 business days. 

  Once you receive your Parts, we would be happy to assist with the cost of having them installed by a certified bicycle mechanic in your area should you choose to not install these parts on your own.
  
  We have gone ahead and approved you for one hour of professional labor by a certified local mechanic with the following Authorized ***** Code: "RWAC1782647". Your labor code serves as a way to track reimbursements and allows us to reimburse you for the work done.
  
  We can cover this cost by reimbursing you for the service back to the original payment method you used to purchase your bike after receiving a Picture or PDF copy of the itemized receipt. Please request that the labor code is included on any receipt.
  
  This labor code is only good for this service: Installation of wiring harness
  
  Keep in mind that Rad will not cover any troubleshooting, tuning, adjustments, or labor that would be considered unrelated to this and we cannot reimburse you for any components that we did not provide. We cannot issue any payment until we've received a Picture or PDF copy of the itemized invoice/receipt and we cannot issue payment through alternate channels such as paper check, cash, money order, or wire transfer.
  
  If the estimated cost or time exceeds what we have approved, please send us a price quote for the labor before having the bike serviced. This can be an informal or verbal quote so long as the expected cost is brought to our attention ahead of time so we can issue a new labor code. 
  
  Rad Power Bikes will not reimburse for unauthorized ***** services. Covered labor service must be pre-approved to be eligible for reimbursement.
  
  If you have any questions about our warranty policy, you can always review it here: *****************************************************

  Please let us know if you have any additional questions! 

• Initial Complaint

  Date:02/24/2023

  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.

  My wife and I both purchased RadRover 6 Plus ebikes late April 2022, just before leaving on an extend trip. With about 50 miles on the bike the battery would no longer accept a charge. I contacted Rad Power Bikes July 24th, 2022 concerning the issue. Did not get an answer regarding the battery replacement until August 17th. I was informed battery stopped charging, it appears this is due to a power surge from accidentally putting the key/other metal object into the charge port. This charging port has a secure rubber cover over it (not show on image). Nothing has been in the port other than the Rad supplied charging plug. I believe they are simply not honoring their warrantee. I have uploaded an image that Rad marked up where they claim a metal object entered the port for your reference. The bike has very few miles and the battery port has no visible indication of any faults. I would expect a foreign object in a 48V battery port to produce quite a flash with significant heat with permanent scaring. We traveled with the bikes on the back of ****** for ****** miles unable to enjoy riding with my wife at numerous parks and scenic vistas. We are now back home and I still expect a warrantee replacement battery and an extend warrantee on the bike itself since it is essentially unusable since July. Can you help or have other recommendations on escalation. Order Number 740544.Thank you very much.***********************

  

  Business Response

  Date: 03/03/2023

  Hi! We reviewed the pictures that you sent in in ticket *******. After having reviewed everything that was captured, we have determined that a replacement battery will not be covered under warranty. Unfortunately, due to arching on the battery charge port indicates something metal was inserted into the charge port in error that was not the charger plug - we are unable to offer a battery replacement.
   
  Due to the nature of the arching, and us not being able to cover the battery under warranty - we are able to offer a $100 discount on a replacement battery. If you would like us to send the invoice for $100 off a replacement battery, please let us know. 

  Please let us know if you have any additional questions. 

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19495440
  
  I am rejecting this response because:

  The claim that a metal object entered the charging port is simply not true. The only object that has entered the charging port is the provided charger plug. Nothing can accidently enter the charging port as it has a secure rubber cover as shown in the attached image. I see online numerous customers who also have had this same issue with non-customer serviceable fuse blown. Apparently looks like some type of design flaw between the charger & battery.  Neither my cell phone nor my laptop, nor my headphones, nor my iPad nor any other charging devise I have ever owned experience this type of battery failure. It is my view that this corporation is simply not honoring their warrantee. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/24/2023

  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 Rad City5 plus ebike on 11/26/22. Over $2000 with accessories. The bike would not turn on. We called Rad on 12/4/22 who put us through a rigorous drill of checking everything on the bike for over an hour and finally confirmed it was a bad controller and wiring harness. Rad agreed to ship parts for us to install ourselves. The wire harness arrived quickly, the controller was back ordered to January so we opted to return the bike and get a new one. The second bike also did not work. *** said we could return ************, or wait for the controller to arrive in mid January. It was a chore to package and ship the other bike, and we didnt want to go through that again even though we were not happy about the delay. (FYI This was our 2nd new Rad bike. I bought one in mid November and we decided to order one for my husband so we could do something healthy together. ) The controller did not arrive in mid January, Controller pushed back to late January now. No show again. Next it was mid February to this week at the latest. Still nothing. Im seeing on social media Rad owners groups where other customers are getting controllers who ordered after I did. I contacted Rad again today and this time they did not offer any type of time frame except soon. We have spent over $4000 to ride together which has not happened yet. Rad has agreed to allow us to take it to an approved bike shop to install the part once we have it. Unfortunately, the closest Rad approved place is an hour + away so we will have to drive there, drop it off one weekend and drive back another weekend to get the bike. We have plenty of e-bike shops in ******* which are less than 30 min away. At the very least, I want the controller asap. I believe *** should refund at least half of our money on this bike and get it working properly asap. And I would like both new bikes warranted for a year from the date we the controller is installed due to known issues with the rad city5+

  

  Business Response

  Date: 03/03/2023

  Hi! We sincerely apologize about all of the frustrations that you have experienced. We did check on the status of your controller on order 1031069 and we did just receive inventory into our warehouse yesterday. Your order is in process for shipment within the next 2-3 business days. As soon as your order ships, you will receive your tracking information via email. We would not be able to provide the discount off of the bike as requested as this is not part of our warranty terms. We have replaced the bike and the parts needed and also sent 2 free battery cases as requested as a courtesy. 

  You can review our warranty terms here: *****************************************************************************************

  Please let us know if you have any additional questions. 

• Initial Complaint

  Date:02/21/2023

  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.

  Bike was purchased in December 2022. Rad city 5.Bike arrived not functioning, lights and screens work but there is no power to the wheels / pedal assist.Ive performed all necessary tests and uploaded videos, to finally prove the bike doesnt work, only to be told multiple times that the replacement controller would be sent out soon. It has been months of checking in, 3 separate occasions Ive been told 2 weeks or so only for that date to come and go.Ive essentially paid thousands of dollars for a bike that doesnt function as advertised, and done a whole bunch of work disassembling and reassembling for nothing.I need the part, or a replacement bike immediately. If the controller is sent, a mechanic should be covered due to the complex nature of the install and the months of waiting and time spent rectifying Rads mistakes.

  

  Business Response

  Date: 02/22/2023

  Hi! We apologize for any frustrations that you experienced! We were able to find the ticket number ******* in the attached images involving order 1035276 for ******************************* ********. The shipping confirmation for the wiring harness went to her email and address and was delivered 1/23/2023. The controller is awaiting restock and our warehouse has given us an estimate of early March for shipment.

  Once you receive your Parts, I would be happy to assist with the cost of having them installed by a certified bicycle mechanic in your area should you choose to not install these parts on your own.
  
  I have gone ahead and approved you for one hour of professional labor by a certified local mechanic with the following Authorized ***** Code: "RWAC1774248". Your labor code serves as a way to track reimbursements and allows us to reimburse you for the work done.
  
  I can cover this cost by reimbursing you for the service back to the original payment method you used to purchase your bike after receiving a Picture or PDF copy of the itemized receipt. Please request that the labor code is included on any receipt.
  
  This labor code is only good for this service: Installation of controller and wiring harness
  
  Keep in mind that Rad will not cover any troubleshooting, tuning, adjustments, or labor that would be considered unrelated to this and we cannot reimburse you for any components that we did not provide. We cannot issue any payment until we've received a Picture or PDF copy of the itemized invoice/receipt and we cannot issue payment through alternate channels such as paper check, cash, money order, or wire transfer.
  
  If the estimated cost or time exceeds what we have approved, please send me a price quote for the labor before having the bike serviced. This can be an informal or verbal quote so long as the expected cost is brought to my attention ahead of time so I can issue a new labor code. 

  Rad Power Bikes will not reimburse for unauthorized ***** services. Covered labor service must be pre-approved to be eligible for reimbursement.
  
  If you have any questions about our warranty policy, you can always review it here: *****************************************************

  Please let us know if you have any additional questions!

• Initial Complaint

  Date:02/15/2023

  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 bike Rad Rover that I purchased from than them is basically a lemon. Ive had trouble with it early on. Ive had several parts replaced, some because of miss diagnosis. I have parts on order they cant supply. Im waiting for a display screen for the last six months. They finally told me to try somewhere else for parts.This bike has had every major component go bad. For a 5yr old bike it has never worked quite right, and now they tell me they cant get parts for it. This bike is a lemon I have had such frustration. I want them to replace my bike with an equal bike of value or refund me. The bike just sits, $1600 wasted. I dont want this bike anymore it was great the first few months it worked. I have plenty of documentation showing a bike that just didnt work right. Lemon.

  

  Business Response

  Date: 02/16/2023

  Hi! We apologize for any troubles and frustrations that you have experienced with your RadRover on order 23712 purchased in 2017. Since this bike is out of warranty and an older model, there are some restraints in accessibility of parts, we sincerely apologize. We would not be able to provide any credit or exchange. 
  

• Initial Complaint

  Date:02/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Rad Wagon on 11/26/21 for $1,899 plus accessories. My bike has been had intermittent power issues and has been in and out of rad recommended bike shops for over a year. It is still not working and is unsafe to ride.11/26/21 Purchased 12/28/21 warrant code issued for derailleur & break adjustment. 3/23/22 I was able to more clearly identify the intermittent power issues Id been having for months. Warranty code issued and controller and wiring harness were sent.5/20/22 Still having same problem with wattage suddenly dropping to 0 but no error code. Brake leavers and LCD sent. 10/9/22 still having same issue with power and also found out my tires are part of the recall. 11/10/22 taillight sent to attempt to fix ongoing power issue.11/15/22 to Present: Tried a different bike shop (from rads website). He replaced the taillight but that still didnt fix the issue. He worked directly with rad to troubleshoot and got additional parts to replace. Still same problem. Only part left to replace is the motor/wheel assembly.2/14/22 still havent received my recall tire replacement kit and was told that the motor my bike needs wont be sent until after the majority of the tire recall kits have been dealt with which will likely not be until the end of spring. But their website indicates they are taking preorders for new Wagons with expected delivered 3/15/22.This is completely unacceptable. I have had a bike that is unable to be fixed for over a YEAR now. The motor cuts out unexpectedly and Ive gotten in dangerous situations going up hill with my kids on the back. I have spent hours and hours of my time on the phone, emailing and going back and forth with bike shops. I cant believe it has gone on this long and Im expected to wait until the entire recall issue is resolved before they will fix my bike. Ive been understanding and patient but this has go on too long. I need a replacement or a full refund including accessories asap.

  

  Business Response

  Date: 02/16/2023

  Hi! We sincerely apologize about any frustrations that you have experienced. I have confirmed that you are on our Tire Replacement & Service list for the recall. I see that you registered for the recall on 10/14/22. The Repair kits are being sent out in the order the registrations were received. Your parts are estimated to ship around the Middle of March. We cannot make this process go faster or skip you ahead in the line to receive the recall-related repair parts any sooner than your current place in line. 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.
  
  Rad can only accept returns of bikes that fall within the 14-day trial/return period. Any bikes outside of this time frame are non-returnable for any reason. The big thing to keep in mind here is that a recall does not equal a return if there is a fix in place to address the issue. Rad has a fix in place, and is currently implementing that fix in waves now that we have the parts for the repair. If all goes as expected we plan to have all of the US recall-affected customers sent their repair parts by the end of March.
  
  I am sorry but 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. Once your appointment is set up, you will then be responsible for the safe transportation of your bike or just the tires to the service appointment. Transportation of the bike to the service appointment is not covered by the Rad warranty or the recall process.

  Since we have asked customers not to ride the bike until after the recall repairs happen, any other parts needed will need to wait to be shipped until after the repairs are completed. 

  We apologize for any inconvenience. Please let us know if you have any additional questions. 

   

  
  

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 19404706
  
  I am rejecting this response because:
  My complaint was clearly not read and a generic response was givenThis response does not take my concern into consideration at all. My main complaint is about the inability to fix my bikes intermittent power issue has has been unresolved despite replacing all but the motor and has been going on for over a year! My bike just so happens to also be part of the tire recall which is making the situation more difficult. I need a reasonable response regarding is being done to get me a bike that isnt broken and if that is not possible, a refund. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/23/2023

  Hi! We sincerely apologize about any frustration that you have experienced! We do understand the issues that you have had, has not been a good customer experience. 
  Since we have asked customers not to ride the bike until after the recall repairs happen, any other parts needed for your RadWagon4 will need to wait to be shipped until after the repairs are completed. 
  

  We apologize for any inconvenience. Please let us know if you have any additional questions.