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. has 6 locations, listed below.

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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:12/27/2022

  Type:Sales and Advertising 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 four of their Rad4Wagon bikes. They were recalled on Labor Day for a tire issue, it popping during riding and being an hazard. I only had them for less than an a month or two at the time. They exchanged two of the bikes promising that the repair kits were being sent out for the other two still in our family's possession by mid-December, then mid-January, then early spring, then mid-January again. I can't them to call me or commitment to a solid date for these repairs. I would like to now exchange the two remaining bikes, this after hearing they may be unsafe even after the repair. They will not exchange them as they had the other two. I want different bikes, not the recalled remodel, and a refund of all the accessories purchased for the defective bikes. They are nearly $5000 each and now have been sitting idle for over four months at our son's home. I have no idea if the batteries, having not been used, are still good. All I get from the company are long canned emails that don't address my issue. If they exchanged two of them already they can exchange the other two. It has been very frustrating dealing with this company, though they had made it right with part of my purchase, since they haven't fixed the problem I want them to exchange the remaining two bikes.

  Customer Answer

  Date: 01/05/2023

  This is issue has been resolved. The company was proactive and very professional in dealing with the matter and resolving it. Thank you.

  

• Initial Complaint

  Date:12/22/2022

  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.

  My grievances with Rad Power Bikes Inc. are detailed in the *** file attached to this report.

  

  Business Response

  Date: 01/12/2023

  We do not see this complaint in our BBB portal access. But we have already previously resolved this with the customer due to the customer reaching out on ******** We sent the chain tensioner from a retail store ****** tracking ************) that was delivered 12/29/2022. We were also in contact with customer previously and he thanked us. 

  Customer Answer

  Date: 01/20/2023

   
  Better Business Bureau:
  
  I can indeed verify that what they said is true. They have resolved this issue on December, roughly a week and a half after my filed BBB complaint. I wasn't sure how to close filed complaints.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a ******************* Cargo bike in orange. The order number is ******. I paid $1,856.15 for the bike. Since having the bike I have experienced issues with the brakes while riding with my 18 month old and 4 year old down a hill so we had to stop riding for safety concerns. Rad bikes then went on to issue a recall on the tires for my bike model. They estimated 12 weeks or more for tire replacements back on 8/6/2022. Since then I have received emails from the company stating a fix likely wont be available until March 23 or beyond. I have asked for this bike to be returned as I dont feel safe riding with my young children and I dont think its acceptable that a customer hold onto a recalled bike for 6+ months without a resolution. I have tried calling customer service multiple times to ask for a refund and they never call back. The company will not refund me or replace the bike with a different model, in the meantime I am not able to ride this bike as it is unsafe to use and has been recalled. I would like to return the bike for a full refund.

  

  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! 

• Initial Complaint

  Date:12/19/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my rad wagon 4 on December 24th 2021 and did not get the bike until January 2023. it came to my attention that *** recalled the bike for faulty tires/ rim issues and I have yet to hear anything about an update or status of when parts will be available, which based on others comments is not going to be potentially for a few more months. I want to be able to ride my bike not just have it sit and sit while my husband can gladly ride his. I want a different model at this point, probably the one he has, and its the least rad should do being we dropped over 4K on both bikes. I have reached out to customer service to no avail on updates and keep getting told updates will be coming Order number is: ******

  

  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! 

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18612687
  
  I am rejecting this response because: this is unacceptable. This is the same run around I continue to get and I have yet to get actual dates. I am requesting a response within 48 hours that provides dates of when my tire replacement parts will be in and when my bike will be serviced. Otherwise if this information cannot be provided I am requesting a full refund if my bike where I will return it and exchange it for a different model. It appears you have done the same for other customers and so I expect the same customer service. 

  
  Sincerely,
  
  ******* (Price)  *******

  

  Business Response

  Date: 01/30/2023

  Hi! We do see that you filled out the RadWagon4 repair form and we do have you in the queue to receive a RadWagon repair kit and to get you scheduled with a Beeline bike shop. We are in the process now of shipping kits and this will continue through March. Once your kit is shipped, you will receive a shipping confirmation and another email from Beeline regarding the scheduling of ***********. We are no longer accepting returns of the RadWagon4 since we have a solution in place. 

  We sincerely appreciate your patience and apologize for any frustration! 

• Initial Complaint

  Date:11/23/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Communications regarding delays for orders and managing expectations than what Rad Power advertises. I placed my order 10/8, and was informed that my order would ship 10/15 - 10/17. On their site they advertise if a product is in stock it ships 2-3 business days. After I placed my order I was looking to purchase a 2nd bike from them and contemplated daily after to see the product was still in stock and available for purchase. Sadly, the product was out of stock on 10/12 so I wasnt able to get that 2nd order in. On 10/17 I received a notice that it would be delayed till 10/31. I patiently waited for the new expected ship date to find no notice of the order being shipped. A week later on 11/8, I received a new notice that the order would be delayed again till 11/21. I called customer service on 11/21 and was assured that their systems show my order would be sent 11/21 only to receive no notification or confirmation that it was shipped. I then called 11/23 to inquire the status of my order, to be given a new delivery estimate of end of November to early December. I just want to make other consumers aware of the lack of communication from Rad Power and give a better sense to prospective customers the expectations when dealing with this seller. Fingers crossed there are no more delays and I receive the product in hopefully a new official communicated date.

  

  Business Response

  Date: 11/29/2022

  Hi ****** - We sincerely apologize for the inconvenience caused and are eager to get you riding. We see that your bike is currently in the process of being shipped and is awaiting to be scanned into the carriers system, once scanned into their system the estimated delivery date will be more accurate. There was also tracking information sent to you via email, if you have any other questions or concerns please don't hesitate to continue the conversation with our team at - *********************, or email at - radpowerbikes.com/support.

• Initial Complaint

  Date:11/22/2022

  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.

  Purchased a gray Radmission high step during their Black Friday sale. The purchase date was October 9th, 2022. The price of the bike at that time was $499. I also ended up purchasing a couple hundred dollars worth of accessories for this particular bike.On the day the bike was purchased, I was under the impression that the bike would ship within 2 days if in stock(this notice was posted on their website). A couple weeks went by and nothing showed up. I reached out to them and was told the bike would be shipping by the end of October. The end of October passed and it did not ship. They did not reach out to update me, I had to reach out to them and was told that the shipping date was pushed ahead again. They gave me a $50 gift code for the inconvenience. I did not find this useful, as I had already purchased all the accessories I wanted when I ordered the bike. A week later, they emailed that they oversold the bike I had purchased. I was then told that it was possible for them to send me a white mid-step in place of the gray high step I had originally ordered. I was hesitant, but agreed and was told the bike would be shipped out by November 21st. I waited a week or so, and then reached out again to make sure the bike was on track to ship by the date they had indicated (Nov 21st). I was then assured by the customer service rep that the bike was indeed going to ship by the 21st. It still hasn't shipped. I have waited over a month and a half, being led on over and over again. I want to know when, or if the bike will ship to me. I don't want to be placated with another empty promise. I wanted to see this through with Rad, but after all the promises without any actual follow through, I'm having a hard time taking them at their word. All I want to know is when this will ship. If it's not going to ship, especially in a timely manner, I want my money back for the bike and all the accessories I ordered immediately so I can take my business belsewhere.

  

  Business Response

  Date: 12/01/2022

  Hi Dade - We sincerely apologize for the inconvenience caused. Our goal has always been to inform customers as quickly as possible if there is an error or change with their order. We have learned a lot from this error and have taken steps to ensure that we avoid another situation like this. Per your request, we see that our team recently issued a full refund back to your payment method for the bike and accessories that you had already received. We sincerely apologize for the frustration that this has caused you and hope you give us another chance in the future.

  Customer Answer

  Date: 12/01/2022

   
  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. I just hope in the future, you guys update your costumers on the regular when the shipping date you've told them passes...and passes....and passes. Also, Your customer service may be fast, but it is not well equipped and noticeably rely too heavily on a script. The customer service agent's repitition only added to my frustrations. I encourage you to read my messages to and from ****** and see how he attempted to short me of a refund for "non-radmission specific" accessories, because his logic was that I also own a Radrunner. For these reasons, I do not see myself doing business with *** again. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/22/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Rad Powered bike, it was the RadWagon 4 Electric Cargo bike in Orange, the order was placed on 5/12/2022 and the order number is ******. I paid $1,999 for the bike. Since having the bike Rad bikes has issued a recall on the tires for my bike. They estimated ***** weeks for tire replacements back on 8/6/2022. Since then I have been in contact with them and the estimated time for new tires is still ***** weeks out. I have asked for this bike to be replaced with a different model that they offer and they refuse to do so. The company will not refund me or replace the bike with a different model, in the meantime I am not able to ride this bike as it has been deemed unsafe. I informed *** that I would be in the ********* area where they have a bike dealership and I was happy to take it there so there would be no shipping expense on either side and once again they said no. I reached out to you today to see if you are able to help me get this resolved.

  

  Business Response

  Date: 12/03/2022

  Hi **** - We sincerely apologize for the inconvenience caused and truly appreciate your patience. We see that you are now back ************* as you have recently received the replacement tires for your RadWagon 4. If you have any further questions or concerns, we suggest to continue the conversation with our team for the quickest resolution and updates on this issue.

• Initial Complaint

  Date:11/21/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Oct. 7 Original order was placed on October 7th for the Radmission e-bike. Typically, if the item is in-stock, it will be shipped within two days.Nov. 3 There has been no delivery, so I reached out to Rad Power Customer Support for an update. I was notified that the e-bike is on backorder, and the new shipment day would be Nov. 21.Nov. 21 Still no delivery/update for the e-bike, so I followed up again. I was told there would be another shipment delay.Attached is the correspondence with Rad Power Customer Support. Please advise.

  

  Business Response

  Date: 11/29/2022

  Hi ******- We sincerely apologize for the inconvenience caused and are eager to get you riding. We see that the RadMission bike is currently in the process of being shipped and is awaiting to be scanned into the carriers system, once scanned into their system the estimated delivery date will be more accurate. There was also tracking information sent to you via email, if you have any other questions or concerns please don't hesitate to continue the conversation with our team at - *********************, or email at - radpowerbikes.com/support.

• Initial Complaint

  Date:11/08/2022

  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 for of their expensive Rad4Wagons. They had a recall issue on all four just before Labor Day. I have not been able to use any of the bikes. They will not let anyone contact their repair team. I want to exchange two of the bikes, be refunded for the accessories that can't be used on the two replacements bikes and have the other two in line for repair. Their request form that they gave the recall affected customers only show one bike has been submitted for repair and I have not be able to confirm if the other three are in the system. Further their customer service says it can be another 16 weeks! I can't speak to anyone about the exchange of the two or get a definite answer of when the ones we want to keep will actually be fixed. I have to watch the batteries since they aren't in use. It's a mess for something that was quite expensive. I am very upset on their communication with us and with their scheduling the needed tire replacements. BTW I have to their repair team come on site since there is no way I can take the bikes into a shop. Communication has been awful with this company, not the low level customer service, but their supposed "repair" team. Terrible. My order is #******

  

  Business Response

  Date: 11/12/2022

  Hi ***** - We appreciate your patience and are eager to get this issue resolved. We see that you are currently working with an agent on our team to get two bikes returned for a full refund and the remaining two bikes to be exchanged for different bike models. We truly want to make this right for you, if you have any other questions we suggest to continue the conversation with our team for the quickest resolution and updates on this issue.

  Customer Answer

  Date: 11/12/2022

   
  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:11/07/2022

  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.

  Purchased my bike in May of this year from Radrover directly. It stopped operating three months ago with less than 100 miles on it. That company has not shipped the part, claiming a parts issue but they continue to sell that same model so clearly they have the parts but would rather sell to new customers rather that honor their warranty. They have not returned any promised calls. *** asked for the warranty to be extended because this issue is now going to go over the winter and I have to idea as to what other issues or defects exist. Ive been without my new bike all summer.

  

  Business Response

  Date: 11/10/2022

  Hi ***** - We appreciate your patience and are eager to get you back *************. Our team would be happy to extend the warranty on your bike for the inconvenience caused, once the bike is working again from when the issue is reported to when the controller arrives if it does fix the issue they will appropriately document your account with the warranty extension. Orders are currently being filled in the order they were placed, if you don't receive tracking information by the end of this week please reach out to our team as they can take a further look into this. We appreciate your patience and truly want to make this right for you.