Complaints

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

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  Rad Power Bikes Inc.

  1121 NW 52nd St Seattle, WA 98107

  
• 

  Rad Power Bikes LLC

  275 W 5 Ave Vancouver, BC V5Y 1J3

• 

  Rad Power Bikes Inc.

  535 Florence St Imperial Beach, CA 91932

• 

  Rad Power Bikes Inc.

  2107 S 700 E Salt lake City Utah, UT 84111

• 

  Rad Power Bikes Inc.

  1121 NW 52nd St Seattle, WA 98107-5130

  

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

• Initial Complaint

  Date:02/11/2023

  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 11-11-2022 I ordered 2 RadCity 5 plus bikes. They were delivered 11-26-2022. Bike 1 was assembled 11-27-2022. Bike 2 was assembled 12-4-2022.On 12-4-2022 I contacted customer support as headlight and taillight were not working. Disconnecting and reconnecting only temporarily solved the problem. Customer support solution was since we had two bikes to switch headlights. This took 10 days to resolve.One 12-29-2022 I contacted customer support as Bike 2 was slipping gears, clicking sound, and sporadically losing power. Customer support said not responsible for slipping gears; clicking noise was ************; We went through all the extensive troubleshooting, videoing, etc. The bike still loses power from the motor; however, lights and PAD still light up. The most recent incident of this was today, and no amount of turning off and on and flicking the brake will bring the motor power back. On 1-4-2023 I contacted customer support as Bike 1 had lost all ********************** from the motor. Again troubleshooting/, video, etc. No help. It was determined a new controller was needed; however, they are out of stock and would be February 1 at the earliest before one could be located. As of today one has not been shipped.Additionally, the integrated battery lock core on Bike 1 was broken and cracked on Bike 2. We were sent the parts and are expected to install them ourselves. So right now Bike 1 and Bike 2 have no power from the motor. We are in our 70s and do not feel that we should have to repair a brand new bike. We also come to ******* for the winter. We go north in 10 weeks, and when we return our warranty (such as it is) will be up.My husband and I both took summer jobs to be able to afford these bikes as we are on fixed incomes. I feel that we should have all the problems resolved with these bikes and an extended warranty offered. So far, we have not been able to enjoy these bikes at all for their intended purpose.

  

  Business Response

  Date: 02/13/2023

  Hi! Our product support agent **** was able to speak to your husband this morning on ticket ******* regarding the replacement of both controllers for both RadCity 5 bikes. You have 2 unfulfilled orders ******* and ****** for the controllers that are estimated to be restocked and shipped out to you within the next 2 weeks. You are approved for the labor to get those controllers installed at our *************, ** retail location.  Your warranty has also been extended thru 1/26/2024. Please let ** know if we can be of any additional assistance! Thank you for being a part of the *** community! We appreciate you! 

• Initial Complaint

  Date:02/10/2023

  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 had Red Power bikes diagnose my bike they misdiagnosed it the person I talked to told me I needed a right brake handle so I ordered it from her the next day I looked down at my bike and I noticed the tail light had came apart so I thought maybe moisture might have gotten inside of it I unplugged it and the bike started working again I tried to call them the next day and let them know but it was New Year's holiday so I had to call them Monday when I call them Monday they said they could not exchange the brake handle for the tail light I asked them why she could not give me an answer but she said she would sell me a tail light I told her why would I buy a tail light from you when you just sold me a brake handle that I do not even need I told her the tail light and the brake handle cost the exact same amount just let me have the tail light instead of the brake light she said she could not do that but she would sell me the tail light the brake handle that they sent me was not even shipped until 12 Days Later I do not understand why they could not change them before they shipped this product they have terrible customer service they should be ashamed of themselves the bank will deal with them now

  

  Business Response

  Date: 02/13/2023

  Hi! We are very sorry to hear that you have had a bad experience. We would certainly very much like to help with the light you need. I will send you an email confirming your address and we will work to get you a headlight free of charge.

• Initial Complaint

  Date:02/02/2023

  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.

  We purchased a rad bike in July 2022 (RadWagon 4 and accessories order #**-93825, **-93210) and since have not been able to use the bike for the majority of the time we have owned it. The ********* RadPower shop has not been helpful in providing a solution and they direct you back to the website and phone line. When I call the phone line, I have been disconnected and forwarded to answering machines, wasting countless hours of time. We've submitted the forms as requested on the website for repair and replacement of the tires and we have followed up with the company multiple times. We were recently told repair kits were to be available in February 2023 (6 months after the recall) however we called the store to inquire and we were told that they will be prioritizing fixing the bikes in store first (rather than ensuring insisting customers have their bikes repaired). Given the lack of reliability in communications, I am concerned we won't have a repair date set for many more months. There should be some compensation for loss of use as we have spent a significant amount of money pivoting to driving and paying for gas which we planned to forego when we made the decision to purchase a Rad bike. I also have concerns with degradation of the battery over the time we are not able to use the bike, as maximum capacity for these types of batteries degrades over time. We purchased this bike to take our child to/from school and have been left with an unusable bike taking up space in the garage. Similar to many others, we have been trying to decide whether to buy another e-bike and accessories to fill the transportation need or continuing to wait for a repair to this one in a future date.I am asking Rad bikes to immediately send us a repair kit, do a full and complete safety check (given that the bike has been in storage unused for 6 months and the battery may have degraded), and consider ways to compensate existing customers.

  

  Business Response

  Date: 02/05/2023

  Hi! 

  We are closely partnering with our operations team to get more specific dates regarding the repair and scheduling of your RadWagon 4. Here's our latest information! 

  
  ***************************************************************
  
  We have confirmed that you have filled out the form to receive a repair kit, so please look for our email in the coming weeks regarding the shipment of your kit and the scheduling of ***********. 

  We are not providing compensation for the recall due to following all the guidelines set in place by U.S. Consumer ************************* (CPSC) and we have a solution in place. 

  We apologize for any frustration and thank you for your patience. 

• Initial Complaint

  Date:01/18/2023

  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 bike and within the first year the batter stopped working 2x and due to a recall, my tire popped. the only solution was to send out a kit...that i am supposed to install myself. No option to return or partial refund. This leaves me and my 3 small children to walk to and from school as we have no car. its currently 39 degrees outside.

  

  Business Response

  Date: 01/19/2023

  Hi! We have received your Better Business Bureau complaint, Yelp review and ******** review and we sincerely apologize regarding any frustration regarding the recall. We are closely partnering with our operations team to get more specific dates regarding the repair and scheduling of your RadWagon 4. Here's our latest information!
  
  ***************************************************************
  
  If you have signed up for the RadWagon 4 scheduling and repair form HERE, we will be publishing updates in regards to the status of the repair timeline, which will be available on the website.
  
  If you have not filled out the form, please do so!
  
  Please note, you only need to fill out the form once to be on this list. Kits are starting to be shipped and repair appointments scheduled, so be on the lookout in the coming weeks!
  
  We sincerely appreciate your patience!

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18834919
  
  I am rejecting this response because:
  while waiting your reply the batter is now for a 3rd time no longer working. Also sending me a tire in a month is no solution. I would like to return the bike for a full refund!

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

  

  Business Response

  Date: 01/29/2023

  Hi! Did you change the fuses as instructed in the Battery Fuse Replacement Guide that our Product Support Team sent you? Please follow those steps regarding your battery. You can also reply to that email chain with our Product Support team for more troubleshooting help! 

  RadWagon4 repair kits are starting to ship but you must have filled out the form online as detailed in the safety recall emails sent to you as well as in our prior BBB correspondence. We see that this form was never filled out online, so we have done it for you. The kit shipping address is listed as : 

  ***************************
  19994 W. GlenRosa Ave
  *************** ** 85340

  Once the kit ships in the coming weeks, you will receive the tracking information via email along with instructions on where to take the bike in for ***************** your appointment is set up, you will then be responsible for the safe transportation of your bike to the service appointment.

  Please let us know if we can be of further assistance. 

• Initial Complaint

  Date:01/15/2023

  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.

  Purchased Rad City 5 Sept 17/2022 $2597.00, Delivered Oct 5/2022, Bike Died/Controller failure Nov 06/2022 with 40KM on odometer RAD Repair ticket *******, approved for controller and wiring replacement.Controller not in stock was estimated to ship Nov 28/2022, still no stock Jan 15/2023 New bikes are being sold.Retail locations have stock in controller Asked for replacement bike- no response, no ETA on controller Would like replacement bike or money back. paid full price for this bike and its not working. also I seem to be responsible for the repair

  

  Business Response

  Date: 01/19/2023

  Thank you so much for taking the time to write in, and for being a part of our Rad Power Bikes community! We did receive your Better Business Bureau complaint and we sincerely apologize about the frustrations that you have experienced with the out of stock controller for your RadCity 5 Plus Step Thru. 
  
  We were able to locate a controller and have it shipped from our Vancouver retail store. ***** will be picking up the package tomorrow 1/20/2022 from our retail store between 10am-2pm. Your tracking number is ************ and will be updated once ***** picks up.

  We have emailed this information to you along with an authorized labor code to take care of the installation of the controller and the wiring harness. 

  We appreciate your patience and understanding and we sincerely value you being such a vital part of the *** community! 
  
  Please let us know if you have any additional questions or concerns! 

• Initial Complaint

  Date:01/09/2023

  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.

  We purchased a RadWagon 4 and accessories (order #******) in May of 2022 and since have not been able to use the bike for the majority of the time we have owned it. The local RadPower shop has not been helpful in providing a solution and they direct you back to the website. We've submitted the forms as requested on the website for repair and replacement of the tires affected by the recall but there is still no concrete date for repair/replacement. There should be some option to exchange for a ************ and/or an offer of compensation for loss of use. I also have concerns with degradation of the battery over the time we are not able to use the bike, as maximum capacity for these types of batteries degrades over time. We purchased this bike to take our kids to/from school and have been left with an unusable bike taking up space in the garage. We have been stuck with the loose/loose dilemma of buying another expensive bike and accessories to fill the transportation need or continuing to wait for a repair to this one in a future date.

  

  Business Response

  Date: 01/15/2023

  Hi! Here's our latest information!  ***************************************************************. We do show that your RadWagon4 repair kit was shipped out on January 9th and was delivered to your address on 1/14/2023 at 12:10 pm. Please refer to the email you received from Beeline regarding your service appointment. Thank you so much for your patience and understanding! 

• Initial Complaint

  Date:01/08/2023

  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.

  Received Rad Rover 6 Plus with faulty brakes. Instantly contacted there so called excellent service center that just told me to take it to a bike dealer and if it is there fault, then they will pay. I paid to have this bike put together by their service and after first ride had no pressure in back brake, almost hit a car in the intersection. That part is being handled by my lawyer. Yep i'm suing them for faulty parts resulting in physical harm. I'm suing Rad Rover for known defective parts and after reading the news of how their bikes killed children I think everyone needs to file a lawsuit.

  

  Business Response

  Date: 01/15/2023

  Hi! We are not able to locate any order under your name or email address. Can you please let us know the order number and email address your order is under so that we may look into this?

• Initial Complaint

  Date:01/03/2023

  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 Rad Power Bike in November 2021, it was delivered to their store on Dec 28th 2021 for them to assemble, and it was delivered to me on Jan 8th. I have a technical issue with the bike and Rad are refusing to provide warranty coverage as they claim the warranty expired on Dec 28th 2022. How can they claim the warranty has expired when the bike was not delivered to me until Jan 8th 2022?

  Customer Answer

  Date: 01/06/2023

  This email is to let you know that the business has resolved my complaint to my satisfaction
  
  Thanks
  

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

• Initial Complaint

  Date:01/02/2023

  Type:Delivery 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.

  Ordered and received 2 Rad City 5 Plus step through bikes approximately 2 and 1/2 months ago. As these were Christmas gifts, I did not attempt assembling them until 12/23/22. First bike was assembled without any issues. Second bike had numerous missing parts and a flat tire (the tube being faulty or damaged). Called Rad that day and they supposedly ordered all necessary parts. Received the tube today, still waiting on the missing fender mounting brackets. Received a parts package that did not have the correct missing part for the handlebar stem. I have been back and forth in emails with *** regarding this missing part and was repeatedly advised to check with bike shops and online forums for this part as they do not have it in stock or access to it . As this is a proprietary Rad part, it is not to be found anywhere but through Rad. As they are still manufacturing and shipping other new bikes with this part, I dont understand why they are unable to provide it. Is it possible for you to intervene on my behalf and have *** provide this missing part?Thank you

  

  Business Response

  Date: 01/16/2023

   I do see that we were able to send a stem out to you from our Retail store and according to the ***** tracking 393365515567 on order ******* this was delivered yesterday. Can you please confirm if this fulfills any items you are missing? If you are still missing any parts, please let us know! We have sent a follow up email to you as well. 

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18672859
  
  I am rejecting this response because:I am still waiting for additional missing parts ordered 12/23/22.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 01/19/2023

  Again, as was previously stated in numerous emails and phone conversations with Rad I am still waiting for the ***** FENDER MOUNTING BRACKETS AND HARDWARE!

  Thank you,

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

  

  Business Response

  Date: 01/28/2023

  Hi! Our apologies for waiting on the part for so long. We have sent out the part you are missing and it was supposed to be delivered a few days ago. Tracking: ************. Please respond to the ticket we have if you are still missing something.
  

  Customer Answer

  Date: 01/29/2023

   
  Complaint: 18672859
  
  I am rejecting this response because: The bike is at the bike shop having the 2 defective tubes replaced and being inspected by the bike mechanic. Will advise once the inspection is complete and the bike is picked up.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 02/06/2023

  Still waiting for the $70 reimbursement that I paid the bike shop to replace the defective tubes.

  

  Business Response

  Date: 02/13/2023

  Hi! The $70 was refunded on February 7th, 2023 on order 999407 to your **** ending in ****. Please let us know if we can be of any further assistance! 

  Customer Answer

  Date: 02/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/30/2022

  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 Radwagon 4 was recalled at the beginning of November, and now at the end of December I am still without my primary mode of transportation. Calling the company for a timeline for replacement got me no further information (other than that the person answering the phone couldn't tell me anything at all about the recall process or timeline. He couldn't even tell me if they'd call me back). The recall recommended not riding the bike until it is repaired as it is unsafe. The bike is less than a year old and is no longer useful, and I can't seem to get support for making it useful. Would accept repair, replacement, or refund. Would prefer refund since I have lost faith in the company's customer service.

  

  Business Response

  Date: 01/15/2023

  Hi! We are closely partnering with our operations team to get more specific dates regarding the repair and scheduling of your RadWagon 4. Here's our latest information!  *************************************************************** If you have signed up for the RadWagon 4 scheduling and repair form, we will be publishing updates in regards to the status of the repair timeline, which will be available on the website. If you have not filled out the form, please do so! 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. *******************************************************************. Kits are starting to ship, you will be emailed again in the coming weeks regarding your kit shipment and service appointment. Thank you so much for your patience!