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 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:10/03/2022

  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.

  Recent recall on tires has left consumers a choice: risk the old tires, buy offsize, non-brand tires (another risk), or file for return. I chose to file for return, and after 10 days I got an email that failed to provide a solution, only telling me were working on how we can handle the return. No further communication, no recompense offered, no alternative solutions recommended. Bike cost nearly $2700.

  

  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:10/03/2022

  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 a bike in may of 2021. Has been down for maintenance more than half the time. *** asked for a refund, an exchange etc but they wont budge. I got in an accident riding it and took pictures and sent to them. They didnt ************ they finally got a part for me but are refusing to coving the installation costs the way they said they would when the issue was first brought up. This has left me with a bike no one can ride or use do to it being unsafe.

  

  Business Response

  Date: 10/04/2022

  Hi ***** - We are eager to get you back *************. We see that an agent from our Product Support team recently reached out via email with details approving one hour of professional labor by a certified local mechanic. Our team will cover the cost by reimbursing you for the service back to the original payment method you used to purchase the bike upon receiving a copy of the receipt. If you have any other questions or concerns, we suggest to continue the conversation with our team for the quickest resolution. We appreciate your patience and apologize for the inconvenience caused.

• Initial Complaint

  Date:09/29/2022

  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 a Radwagon 4 electric bike via mail order from Rad Power. Total sum was over $3000 with accessories. Approximately a 1.5 months ago, I rode the bike for the second time (only 17 miles on the bike). I was carrying my three year old in the back toddler seat. As we were going around a corner in the road, the rear tire exploded in almost causing a serious accident while severely distressing my 3 year old. The tire exploded so violently, everyone around me thought it was a gunshot. If I havent ridden motorcycles for the past 30 years, we probably wouldve been hit by a car. I had the damage examined by one of their authorized shops. Expert opinion, the tire exploded. The bicycle was also used for committing by my wife. Ive gone back-and-forth with rad power bikes with no answers from them for weeks. They admitted in writing that the rear tire was defective via and they know that we carry children on the back of these bikes. I spent over $1500 on a rental car to fill the commuting gap while they say they are coming up with a solution to repair this tire. Until then they told us just not to ride it and they would back to us in a few months. This answer is wholly unacceptable and gives no remedy or restitution to the damages we have already incurred. As a solution, I have suggested a temporary replacement bicycle of another model. I am also requesting reimbursement for my out-of-pocket expenses ($1,500 and counting). At this point I am ready to take them to court for our losses. As stated above, they admitted the bicycles were defective and they sell seats for toddlers on the rear. I had a major incident while riding their bike while the rear tire exploded. They have done nothing to solve the situation, nor have they provided any real insight into a solution. If your organization cannot solve this issue, I will have to bring them to court. They cannot run a business this way while putting people in danger. Thank you.

  

  Business Response

  Date: 10/10/2022

  Hi ***** - We're very sorry to hear about your unpleasant experience and truly want to make this right for you. We see that a supervisor from our team recently reached out via email with a couple of options to return your current ebike for a full refund, or replace your current ebike with another model from our lineup. We sincerely apologize for the inconvenience caused and along with the replacement bike, our team also offered a $200 gift card for the delay. For the quickest resolution and update we suggest to continue the conversation with our team. We appreciate your patience and are eager to get this issue resolved. 

  Customer Answer

  Date: 10/14/2022

   
  C

   

  
  Sincerely,omplaint: 18149719
  
  I am rejecting this response because:
  
  I did not request a refund for the bike nor did I request a Rad Runner Plus be sent permanently in its place. What I did request was a Rad Runner Plus to use temporarily while we wait for our Rad Wagon 4s defective tire to be repaired. I need a bike that can handle two children so the other bike will not be useful for me in the long term. That being said a temporary solution would be a Rad Runner Plus now that we can use for transportation until the other bike is fixed.  I incurred $1500 charge having to rent a vehicle last month when we shouldve been riding the rad wagon. At this time I am not seeking $1500 from you, but will if we cannot get a temporary solution while we wait for the repair.  Again, I want to stress to you that my three year old was on the back of the bicycle when the tire exploded. It resulted in trauma to her and a near fatal accident. Please remember this while you ****** your response.   Thank You 
  
  *************************

  

  Business Response

  Date: 10/27/2022

  Hi ***** - We apologize for the confusion 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 requesting your shipping address to send you a set of tested tires and tubes for your RadWagon 4. 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 *************. 

• Initial Complaint

  Date:09/24/2022

  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.

  Jan 11th Order Number 30-69111 I ordered a Radrunner Plus from Rad Power Bikes and have been a fan of the product. About mid-August I noticed I had lost a considerable chunk range due to unknown reasons. Contacted Rad Power Bikes about the issue and they sent instruction to do a 5 A Blade fuse replacement which temporarily fixed the issue. It reverted back to the lessened range a couple days later. I contacted *** again about the range issues then they made me replace the other 40 A blade fuse in hopes it would fix the issue. No improvement in the chunk of missing range. So I continue to ride Rad as they say. The next issue that pops up is very concerning. The battery started making an extremely faint buzzing noise/hiss. Specifically when it reaches 3-2 bars on the 5 bar Gauge. I was using this as my main commuter to and from work. I have stopped using it as I have safety concerns and have stored the battery safely away from any kind of dangers.I need a replacement battery and Rad hasn't answered my recent updates and requests that I've made.I am hoping to resolve my issues. I'm guessing some of the batteries cells are comprimised in some way based off what happens when I use it down to 3-2 bars out of five.I personally know about 3 people that have bought Rad products from my advice in my city. I am uncomfortable potentially having to tell them what I'm currently experiencing as potential warning.

  

  Business Response

  Date: 10/04/2022

  We sincerely apologize for the inconvenience caused and truly want to make this right for you. We see that the order for the Rad Battery under you warranty, was recently delivered on Friday, September 30. If you are still having issues, we suggest to continue the conversation with our team for the quickest resolution and updates on this issue. 

• Initial Complaint

  Date:09/21/2022

  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.

  Bike does not perform like it should, lack of dealers and or repair shops in ******. Bike repair shop 3 hrs from my home suggested Controller for bike is not functioning properly. Has been on request since June of 2022 and have no date of delivery. Not satisfied with this issue and they will not take the bike back, have only owned since Feb 2022. Requested they take a controller from showroom bike at distributer bike shop but have yet to receive response from company

  

  Business Response

  Date: 10/01/2022

  Hi ****** - We're so sorry to hear about your unpleasant experience and are eager to get you back *************. We see that you are currently working with a senior agent from our Product Support team to get this issue resolved, we suggest to continue the conversation with them for the quickest resolution and updates on this issue.

• Initial Complaint

  Date:09/17/2022

  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 helped my disabled brother-in-law purchase a Rad e-bike to help with his mobility problems. The tires and inner tubes are thin and proprietary to Rad - no one else makes/sells 22x3. Rad has no replacement innertubes for sale. They have them in stock but they're reserved for new bike assembly only; *** refuses to sell them. Now the bike sits unused with the warranty ticking away.

  

  Business Response

  Date: 09/24/2022

  Hi ****** - We're so sorry to hear about your unpleasant experience. Some RadWagon 4's are not performing to our quality and reliability standards. Our ***************** Team is investigating a potential assembly issue where the rim strip may be misaligned. Tubes may pop, sometimes resulting in damage to the tire. If the tube puncture occurs while the bike is being ridden, it could cause the rider to lose control and fall. For your safety please do not ride the RadWagon 4 ebike until we confirm the issue and solution. We see that the RadWagon 4 you purchased in June of 2021 may have this quality issue, our team recently sent you further details to conduct an inspection. We are working to produce new tires and are expediting replacement parts for the impacted RadWagon 4 ebikes. Unfortunately the process to produce, inspect, and air ship these new parts may take 2-3 months to complete. We suggest to continue the conversation with our team for the quickest resolution and updates on this issue. Your safety is our top priority and we are committed to getting you riding Rad again as soon as possible.
  

• Initial Complaint

  Date:09/16/2022

  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 August 19th I ordered a battery (order # ******) and my credit card was charged $641.67. I subsequently discovered I didn't need the battery and attempted to cancel the order by email at 4:00 PM CST that very same day. I received an email from *** stating they would attempt to contact their warehouse and let me know if they were able to cancel the order. I heard nothing further from Rad. I sent a follow up email on August 28 requesting the status of my order ans heard nothing back. I called their customer service number and was told that the battery had shipped and even thought it took ten days to process my order, in those ten days they were unable to cancel my order. I was told to refuse the shioment when it arrived and I would receive a refund after it was returned. On September 6th, I refused the shipment. I have not received a refund as of today, September 16th. I have received no response to my last 2 emails.

  

  Business Response

  Date: 09/22/2022

  We're so sorry to hear your having issues reaching our team and truly want to make this right for you. We see that the Rad Battery was recently delivered to our warehouse, a senior agent from our Customer Experience team has issued a full refund back to your payment method which should reflect you banking statement in the next 2-7 business days. If you have any questions, we suggest to continue the conversation with our team for the quickest resolution and updates on this issue. We appreciate your patience.

• Initial Complaint

  Date:09/15/2022

  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 purchased 2 rad runner 2s on august 21. $2800. I received the bikes and noticed the tires installed were not the correct k-rad tires that were listed on rads website so I reached out to rad on September 1st. Various emails back and forth and always a different person responding, they have said I would have to purchase the tires that were supposed to be on my bikes originally. All the sample photos on the rad website have k-rad tires and are suited much better than the knobby tires that came on mine. Rad will not replace my tires with the correct ones. I purchased something based on a picture listed on their website. I just want what I thought I was purchasing originally.

  

  Business Response

  Date: 09/24/2022

  Hi ******* - We're truly sorry to hear about your experience and completely understand your frustration. As listed in our policy and also on the Specs & Details of the RadRunner 2, to ensure uninterrupted shipping, some parts may differ from those listed. All parts are rigorously tested by our engineers to guarantee quality and compatibility. If you are looking to install the **Rad tires as pictured on our website, our team can get an invoice set up. If you have any further questions, please don't hesitate to reach out to our team at - *********************, or email at - radpowerbikes.com/support.
  

• Initial Complaint

  Date:09/15/2022

  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.

  This is my second complaint on Rad Power Bikes. The bike was purchased in June we have had nothing but issues with the bike. They finally agreed to refund my money if the bike was packaged up and sent to them, ****** (at rad bikes) said and i have emails to prove it that i need to find a bike dealer or a large box to return the bike. Well I asked ****** to provide me with a box and he said that they do not do that, okay so i was able to find a box that the bike would fit in. I took pictures of the bike as ****** requested and removed the front tire and handle bars the same way it was shipped to me from rad bikes. I then sent him the serial #s from the bike as well as the pics of the bike when it was packaged. This took me and my son 1.5 hours using 3 rolls of packing tape. Please note that we are not professional product packagers but we did add foam and foam sheets all at my time and cost. I sent ****** the pics and 3 days later he finally contacted me by email that the pics did not include the bike in the box before it was sealed and that I would be responsible for any damages. I cannot be leave that they would charge me for a bike that has been broken since 2 weeks after it arrived, i thought it was a joke. I find that rad bikes is a complete joke and are dragging there feet so i can not get my promised refund. I have all the emails to support my claims and pics as well. JUST GIVE ME MY REFUND AS YOU SAID YOU WOULD.

  

  Business Response

  Date: 09/21/2022

  Hi ***** - We sincerely apologize for the inconvenience caused and are eager to get this issue resolved. We see that ***** recently picked up the ebike from you and is currently being shipped to our warehouse, upon delivery at our warehouse our Product Support team will be issuing a refund back your payment method. If you have any other questions, please continue the conversation with our team for the quickest resolution and updates on this issue. We appreciate your patience and hope you give us another chance in the future.

• Initial Complaint

  Date:09/13/2022

  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 purchased a Radwagon 4 on August 22 (order #******) including several accessories and also bought additional accessories beforehand on August 19 (order #******). When I started assembling the bike I realized that the battery arrived damaged and reached out to the company immediately. I was asked to provide additional details, which I did, but have not been given any more information or any timeline since, even after following up. I have since been notified by the company that my Radwagon 4 is affected by two additional issues (a potential assembly issue with the rim strip of the tires and another tire quality issue) and may not be used until further notice - it says it will take several months to get the required replacement parts. I have then requested to return the bike and accessories as it is not functional and I need a transportation solution immediately and will buy a different bike. I was told I cannot return the bike until the issues are fixed (this was the exact wording: "the damaged battery or an attempt to remediate any issues with the bike needs to be done before any returns for this bike can be approved. Currently, your battery replacement request is being reviewed for replacement."). I replied that I cannot spend several weeks waiting for the bike to be functioning. I expect that when I buy a bike that isnt working and cant be used for an extended time (for various reasons - damaged battery, 2 different tire issues) that I have the opportunity to return everything. There is a 14 day window to return a bike and a 30 day window to return accessories. I dont see how I can get the battery and tire issues fixed before the 14 or 30 days are over? And after I wont be able to return?! I spent $3000 on everything.I asked to escalate the case and also asked to speak to someone but have not heard back. I have to purchase another bike to transport my kids and would like a full refund please.

  

  Business Response

  Date: 09/17/2022

  Hi ********* - We truly appreciate your patience and sincerely apologize for the inconvenience caused. We see that our returns team has approved a return for the bike and accessories compatible with your RadWagon 4. This return will be for a full refund and there will be no return shipping fee for you. At this time we suggest to continue working with our team for the quickest resolution and updates on this issue. We hope you give us another chance in the near future to make this right for you.

  Customer Answer

  Date: 09/18/2022

   
  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,
  
  *********