Complaints

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

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  Rad Power Bikes Inc.

  1121 NW 52nd St Seattle, WA 98107

  
• 

  Rad Power Bikes LLC

  275 W 5 Ave Vancouver, BC V5Y 1J3

• 

  Rad Power Bikes Inc.

  2734 San Pablo Ave Berkeley, CA 94702

• 

  Rad Power Bikes Inc.

  535 Florence St Imperial Beach, CA 91932

• 

  Rad Power Bikes Inc.

  2107 S 700 E Salt lake City Utah, UT 84111

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

• Initial Complaint

  Date:11/01/2022

  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.

  On July 24 2022 I purchased a Rad Power bike online, order #**-100211 , to be delivered to my son **** who lives in *****************. The bike arrived Aug 3 2022.After unboxing the bike and assembling it **** tried riding the bike up a moderate hill in ****** and found it grossly underH3335353737313634**35Hed . He wrote to the Rad Power Service people around Sept 20 - email correspondence attached (highlights in red) - indicating the bike was not fit for purpose and he wished to return it directly to the ********* show room .During that correspondence **** was told on Sept 20 explicitly by a RAD Power bike support person that the return timeline is 14 days from purchase OR 10 miles.Here is that Sept 20 email from Rad Power.**************** (H35353436393733**34H) 20 Sept 2022, 11:05 pm CEST Hello ****,When it comes to returns the timeline is 14 days or 10 miles **** a great day ************************* Experience ******************** During subsequent emails over the next month from another Rad H3335353737313634**35H customer support person ************ - email attached - Rad Power simply restated their generic within-14-days-of-purchase-returns-policy - which is clearly stated on their website. I'm not challenging that statement of their returns policy on the web . I am asking Rad H3335353737313634**35H to honour their written promise to my son that he could also return the bike if it had less than 10 miles on the odometer. So far they have rejected that request, simply pointing to their web page policy.My son and I read that as an either/or promise : either 14 days or less than 10 miles of use. Rad Power refuses to acknowledge that written promise. The bike has 14 km on the odometer , less than 10 miles, and hasn't been used at all since Sept 27 so is effectively a fully assembled brand new bike ready for return .I have offered to drive the assembled brand new bike back from ***************** to Rad Power's service/sales shop in ********* ** in order to expedite the process of return and refund

  

  Business Response

  Date: 11/08/2022

  Hi **** - We're very sorry to hear about your experience. As stated in our return policy, which was agreed to upon purchase of your bike "To return an ebike that is not defective or damaged, you must contact RPB within fourteen (14) days of your receipt of the ebike. The ebike must have less than ten (10) miles on the odometer, be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you receive it and must include all items that were inside the box (charger, keys, hardware, etc.). You must receive prior authorization and a prepaid return shipping label from RPB. Any warranty issues must be resolved prior to processing a return. Returns are not allowed after fourteen (14) days of the delivery date." Unfortunately at this time our returns team cannot honor a bike return as your bike was delivered over 14 days ago, all bike returns must contact our team within 14 days of delivery and have less than 10 miles on the odometer. We sincerely apologize for the inconvenience caused, if you are interested in troubleshooting your bike or have any further questions we suggest getting in touch with our team for further assistance at - *********************, or email at - radpowerbikes.com/support.

• Initial Complaint

  Date:10/21/2022

  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 purchased the red red or new when it was ***** released the Vico to be replaced with us in 15 miles on a just a multiple of a composer failure with the replacement bike experience the exact same multiple comp failure, *** has refused to resolve the issues or replace the bike I am claiming the solution consumer rights, so I never received it working product.

  

  Business Response

  Date: 10/28/2022

  Hi ****** - We're very sorry to hear about your unpleasant experience. We see that your warranty expired on 4/19/22, issue that had been addressed by our top senior Product Support agents through multiple conversation to you in the past months. All of whom explained that your bike is no longer in warranty and that Rad can no longer provide warranty parts, service, or labor for your bike. Per our teams communication to you on July 20th, 2022, you had been given a formal written warning regarding your violations of our RESPECT clause contained in Section 19 of our Consumer Purchase Terms and Conditions. Our teams final communication to you on August 4th, 2022, you were informed you had been given formal and final notice that due to your continued violation, you have been blocked from future orders and you are limited in your communications with Rad Power Bikes.

  Customer Answer

  Date: 10/29/2022

   
  Complaint: 18293535
  
  I am rejecting this response because:
  There is no stated resolution. They did not acknowledge there neglectful actions failing to comply with their obligations to customers in a timely fashion while the bike was under warranty leading to other issues rad made directed actions to injure the relationship after I had requests no further communication from there support individual who was very rude and ignorant tithe experience Ive had since day one did bothering to help resolve my issues I have a non functional product that is basically brand new condition due to faulty product quality issues on multiple products of identical in every way that one person can get two products that are not good quality or faulty in the same ways is not a very good thing and I demand a refund or refund for false advertising to the customer as to the quality and durability stated when purchasing.
  Sincerely,
  
  ****** Special

• Initial Complaint

  Date:10/20/2022

  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.

  I purchased an ebike 4-5 months ago. The company reached out and said not to ride it since there was a recall. They had no timeframe as to when they could fix my bike. Since I spent a good deal of money on it I requested a refund since it was going to be so long to fix. This was 2 months ago and every time I reach out they say they cant give me a timeframe of when I will be refunded. All I want is my money back and to return the bike.

  

  Business Response

  Date: 10/29/2022

  Hi ******************* sincerely apologize for the inconvenience caused and truly want to make this right for you. We see that an agent from our Product Support team recently reached out via email with further details on your bike return as they currently working to have a Rad representative to come to your area to pick up your bike. If you have any further questions, we suggest to continue the conversation with our team for the quickest resolution and updates on this issue.

• Initial Complaint

  Date:10/19/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7/18/22 purchased 2 Rad City 5 Plus power bikes order # ****** cost $4,217.90 Received Bikes on 7/27/22 8/2/22 assembled bikes and discovered that one of the bikes ( the high step) was defected) and called Rad Power Bikes (Rad). *** agent emailed three procedures with instructions to resolve the problem. After completion, the bike still remained defective.8/3/22 I emailed Rad and asked them to let me return the defective bike and to ship me a replacement (no answer)8/4/22 Rad tells me the bike needs a new controller and they order the part to be shipped to me 8/12/22 I contacted Rad because i still hadn't received a shipping notice on the part. I was told the part was on back order.9/3/22 I contacted *** again and got same reply.9/3/22 I filed a credit card dispute with my credit card company hoping this would spur action on ***'s part. However *** took the position not to honor the warranty on the bike.9/10/22 It was obvious *** was not going to help me resolve the defective bike issue so I asked them to ship me an empty box to ship bike back to Rad. Rad agent tells me they don't have empty boxes and that I would have to go to a bike shop.9/11/22 I reply before I did all that, what is the status of the part order.9/13/22 Rad agent said they were expecting shipment anytime 10/4/22 thinking I could now get the part I contacted credit card Company and told them ti reverse the credit hold that I was not going to pursue further thinking Rad would reverse their position and work with me. I emailed *** and told them that I reversed the charges. Rad agent asked for prove. I complied. Then no response from Rad.10/18/22 Called Rad to inquire about the part and getting my bike fixed. Rad agent wasn't able to respond immediately, but would call me back later in the day. No call back 90 days after purchase, *** obviously has no desire to remedy their defective bike

  

  Business Response

  Date: 10/26/2022

  Hi ****** - We're very sorry to hear about your unpleasant experience and truly want to make this right for you. We see that the chargeback you recently filed has been reversed and you are currently working with our Product Support team to get this issue resolved. We suggest to continue the conversation with our team for the quickest resolution and updates on this issue. We appreciate your patience and are eager to get you back *************.

  Customer Answer

  Date: 10/30/2022

   
  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.
  However the resolution will take more than 7 days to complete and there is still confusion concerning how I will be reimbursed for services rendered by the bike shop for assembly of the replacement bike and the re-packing and shipping back of the defective bike

  Im requesting that the case remain open until complaint is resolved 

   

  sincerely ***************************;

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

• Initial Complaint

  Date:10/19/2022

  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.

  We placed an order on 7/28 for $4,978.96. Bikes were never received, RAD employees lied to us (documented and affirmed by ***). *** agreed to Full refund and would have the bikes shipped back from Velofix (we have email from ***** on 8/17 confirming all of this). We still have not received refund. Hoping to give them 1 last chance to handle properly before involving lawyers.

  

  Business Response

  Date: 10/29/2022

  Hi ***** - We're very sorry to hear about your unpleasant experience and are eager to get this issue resolved. We see that our team is currently waiting to hear back from *******, as soon as they hear back from them our team will be reaching out via email with further details. 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: 10/29/2022

   
  Complaint: 18244426
  
  I am rejecting this response because: RAD gave the same response on 8/12 and 8/17 and did not follow through either time. To recap: I spent $4,900 ****** products after being told something completely wrong about the assembly and delivery process. (I Have the emails from RAD and they do not deny this. We never had the bikes in our possession, They were only at Velo fix who rad likes to claim As an independent partner and blame them for the issues even though Rad collects  the money from their customer and send the ********************** to velo. On 8/17 RAD Set me an email that they would handle the pick up of the return from velo fix
  And process the return and refund. They still have not done anything except ******************* fix. We have never had a bike or a single product in our possession yet they continue to hold over $4,900. To me this is theft.

  From,
  
  *****************************

  

  Business Response

  Date: 11/11/2022

  Hi ***** - We appreciate your patience and are eager to get this issue resolved. We see that a senior agent from our Product Support team recently reached out via email earlier this week as the chargeback you filed has not bee cleared in our system. Our team is currently waiting to receive further information from your bank to get this cleared, once this has been cleared a refund will be issued. If you have any further questions, we suggest to continue the conversation with our team for the quickest resolution and updates on this issue. 

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18244426
  
  I am rejecting this response because: I sincerely hope they are being honest and the refund will be coming any day but since the story has constantly changed with RAD bikes and almost nothing they have said has actually happened since we ordered these bikes in late July I am hesitant to believe them. If and when the refund happens I will update this complaint. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/18/2022

  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 put my name on the waiting list for the Mid-Step RadMission and was told I would get a call back in a week. After I waited a while and never heard back, I gave the Berkley store a call and was told that the bike was discontinued but that someone had returned the exact bike I had wanted and I could buy it for the discounted price of $499. I was told the price was $499 for the whole conversation as we tried to work out when I could pick it up, what additional accessories I wanted, etc. but when it came time to pay the price jumped to $699. I asked why and was told I had to pay a $200 assembly fee. This confused me because the bike I was attempting to purchase was already assembled and had just been returned. I asked for clarification and it seems the previous owner paid the additional $200 to have it assembled and then returned the bike but was not reimbursed for the $200 assembly fee as that is nonrefundable. They were then attempting to charge me an additional $200 for another assembly fee even though it was already assembled (and given the chance I would have bought the bike unassembled and assembled it myself). When I started asking questions about the additional $200, the representatives got slightly aggressive and pushy. The whole conversation left me feeling led on, pressured, and like they were trying to rip me off, which is why I did not end up buying the bike (even though I really wanted the bike and it seems awesome).

  

  Business Response

  Date: 10/26/2022

  Hi ****** - We're very sorry to hear about your unpleasant experience and apologize for the inconvenience caused. The specific bike you are referring to was a return from ****** since the bike was a return our team cannot sell this in a box and this must be assembled. Since the bike has also been ridden, upon the assembly process our team also checks the torque setting, brakes, battery and motor connections to ensure our customer safety. We appreciate your feedback and have passed this along to our team for improvement. If you have any questions, please don't hesitate to reach out to our Customer Experience team at ********************* or radpowerbikes.com/support.
  

• Initial Complaint

  Date:10/12/2022

  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.

  May 16th I was riding my rad wagon 4 down a steep hill at about 20 mph when suddenly my back tire went flat. I lost control of the bike on some gravel at the bottom of the hill and suffered a bad fall. I went to urgent care. I had multiple abrasions, bone bruise/fracture of l elbow and a concussion. I continued to have problems for 2 months with my left ankle. Since the recall, I have reached out to them about my accident but have heard nothing back.

  

  Business Response

  Date: 10/13/2022

  Hi ****** - We're very sorry to hear about this and are eager to get this issue resolved. We see that a senior agent from our Product Support team recently reached out via email requesting a good time to give you a call, we suggest to continue the conversation with our team for the quickest resolution and updates on this issue. We also suggest to check your inbox/junk or spam emails. We appreciate your patience and are wishing you a speedy recovery.

  Customer Answer

  Date: 10/16/2022

   
  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:10/07/2022

  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.

  I placed an order with them on 9/25/22 and shipping label was created on 9/26/22, but, according to the tracking number has never left the warehouse. I have emailed several times, and each time the response was we will check with the warehouse and get back to you, which they haven't. I called on 10/7/22 and requested a refund. There response, when we have more information, we'll reach out to you. I told them that was unacceptable and I wanted a refund. They came back with the same response, refusing to refund my money. This is extremely poor customer service.

  

  Business Response

  Date: 10/15/2022

  Hi **** - We apologize for the inconvenience caused and are eager to get you riding. We see that our warehouse mistakenly shipped your ebike through *** when we typically ship our ebikes with ***** as the carrier. So, they canceled the shipment under that initial *** shipping label and reshipped your order with the correct carrier. The initial scan process can take up to **** business days so we're expecting to see movement on your package soon. 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: 10/21/2022

   
  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 for now. The current response from Rad Power now is that they are out of these items, and expect more around the 1st of November. There is nothing I could find on their web site that informed customers they are purchasing items they do not have. I'm not sure if that is acceptable business conduct? If I do not receive confirmation by 11/1/22. that the item is in route, I will reopen this complaint.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/07/2022

  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.

  This is regarding my original complaint to BBB with ID ********. After BBB filed the complaint I received an email from Rad Power Bikes stating that they will accept a return of everything and reimburse the total amount. They said theyd need to organize the return and that it might be 2-3 weeks until I hear back. Itms been over 3 weeks now and I have reached out twice to follow up but no one responds. I need the matter resolved immediately and hope BBB can help me get there.

  

  Business Response

  Date: 10/13/2022

  Hi ********* - We're very sorry to hear about your unpleasant experience and sincerely apologize for the inconvenience caused. We see that an agent from our Product Support team recently reached out via email with a couple of options to get your bike returned to our retail location as our team is diligently working to find a solution to get these bikes returned. Upon returning the bike to our retail location, they will be able to process the return and refund. We suggest to continue the conversation with our team for the quickest resolution and updates on this issue. We appreciate your patience and truly want to make this right for you. 

• Initial Complaint

  Date:10/05/2022

  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.

  On May 11, 2022 I purchased an electric bike (White *** Expand 5). It was delivered on June 13, 2022. I purchased the bike for $1,599 CAD plus tax and a few accessories (Some on another order before even getting the bike) which added another $200 plus tax. The order number was 30-85000. After it was assembled ,I immediatly had an error 30 with the upgraded lcd display that I bought on order 30-88546 but the bike was working fine the stock display. I decided to open a ticket (#*******) on July 05 to get help for the error on the upgraded display but never had any feedback on this ticket. Upon opening this ticket, I took a picture of the error 30 on the display and then switch the upgraded display back to the stock display which now also showed error 30. I then decided to open another ticket (#*******), after more than a week with no response, stating that I was unable to the bike as whole (none of my displays are working, which prevents the electric assistance from staying on). I immediatly (July 15) got good support from the team and they stated that the faulty parts where the controller and the wire harness and that they would send me replacement parts under warranty but that the controller was backordered and that the restock was coming "Soon". The issue i'm currently having : I did receive the wire harness but the controller still has not been shipped out after 3 months of waiting. On the other hand, the current waiting time for getting a new *** Expand 5 that as a controller is 3 days. This is totally unacceptable behavior that they can sell new bikes with the part that they tell me that they don't have when I already paid this much and that I have to wait that long. bike S/N-RE5J21T6595

  

  Business Response

  Date: 10/12/2022

  Hi ******************* sincerely apologize for the inconvenience caused and truly want to make this right for you. We see that a senior agent from our Product Support team recently reached out via email offering a full warranty replacement bike as we are still waiting for the controllers to be restocked. If this is something that you are interested in, we suggest to continue the conversation with our team for the quickest resolution and updates on this issue. We appreciate your patience and are eager to get you back *************. 

  Customer Answer

  Date: 10/17/2022

   
  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,
  
  *******************************