Complaints

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

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  Rad Power Bikes Inc.

  1121 NW 52nd St Seattle, WA 98107

  
• 

  Rad Power Bikes Inc.

  535 Florence St Imperial Beach, CA 91932

• 

  Rad Power Bikes Inc.

  2107 S 700 E Salt lake City Utah, UT 84111

• 

  Rad Power Bikes Inc.

  1121 NW 52nd St Seattle, WA 98107-5130

  
• 

  Rad Power Bikes LLC

  275 W 5 Ave Vancouver, BC V5Y 1J3

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

• Initial Complaint

  Date: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 ordered a bike on Aug 19, 2022 (order number ******). It was delivered on Aug 26, 2022.The package was opened on Aug 27, 2022 to unpack and build the bike. The packaging and battery damage was identified, photographed and a replacement of battery service request was filled out on the *** site. This request included the pictures of the box and battery.This generated request number 1534668..The customer service rep eventually replied that the battery on this brand new bike is out of warrantee and continues to loop through asking information that they already have on the battery replacement form already submitted.This process has been going on for more than two weeks with no apparent end in sight. They have not responded to my last replies for repeated information which I supplied.Please contact the company and request that they honor their customer service statement and replace the battery that was damaged in transit.Their legal team may be reached at ***************************************************************; ATTN: **************** *************************

  

  Business Response

  Date: 09/13/2022

  Hi ******- We're so sorry to hear about your experience and truly want to make this right for you. We see that a senior agent from our Product Support team approved a replacement battery under your warranty, you will receive tracking information once the package has been shipped. If you have any other questions, we suggest to continue the conversation with them for the quickest resolution. We are eager to get you riding.

  Customer Answer

  Date: 09/13/2022

   
  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:09/11/2022

  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.

  On July 18, 2022 I purchased an electric bike ( rad Rover 6 Plus). It was delivered on July 27, 2022. I purchased the bike for $1,649 plus tax. The order number was ******. After it was assembled ,I rode it for the first time on August 7, 2022. It worked fine for 5 minutes and then all the power went out. I notified Rad Power Bikes on the same day ,reporting the problem to customer service through their website. They contacted me on August 10, 2022 . They had me try a few different things over the next couple of days, to try to solve the problem. Unfortunately none of the suggestions solved the problem. After a couple days on August 12 they decided that they were going to send me out a new wire harness and a new controller. The order number for these parts is ******. I did receive the wire harness but the controller still has not been shipped out. So it has been over a month since these parts were ordered for shipment by Rad Power Bikes and i still can not use my bike which was delivered almost 2 months ago. The only answer that i get from them is that they have no idea how long it will be until the controller is shipped out. I feel that a bike that cost me $1649 and is under warranty i should either have this problem solved or be able to get a refund. I know they are shipping out new bikes so if that's the case then they should send me out a replacement bike if they cant ship out the controller.service ticket # ******* bike S/N- RU6A22A3605

  

  Business Response

  Date: 09/21/2022

  Hi **** - We're truly sorry to hear about your experience. We totally understand your frustration and want to make this right for you. While one of our values is being customer-driven, it looks like we may have missed the **** in this case. We see that a senior agent from our Product Support team recently placed a new order for the correct replacement parts, which have been shipped and are estimated to be delivered on Monday, September 26. They also sent you via email a $50 Rad Gift Card for the inconvenience caused. We truly appreciate your patience and are eager to get you back *************. If you have any other questions, please don't hesitate to continue the conversation with our team for the quickest resolution on this issue.

• Initial Complaint

  Date:09/11/2022

  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.

  I purchased a RadRover 6 plus bike directly from Rad on 5/30/22. There was one issue with the bike out of the box, my front brake rotor was warped. Rad sent replacements parts and provided for labor warranty reimbursement, per their terms and conditions. Shortly after this, there was another warranty issue, requiring the replacement of the crank and pedals. Once again, Rad shipped parts and agreed to warranty reimbursement. Per their terms, I submitted documentation of all repairs (including receipts) to Rad, which were confirmed as received. I purchased the bike through a lease from Katapult, and when I paid off that lease 2 weeks ago, I found that Rad never reimbursed me for my warranty charges. Their terms indicated that they would only reimburse to the original payment method (which was Katapult). I then filed a support request with ***, including another copy of all documentation and records of the payment history with Katapult. I had to file a second, follow up request with *** since I had not received a response within 5 business days. They did respond to the second support request, where I was told that there were issues with issuing the reimbursements. I once again advised them that ******** had not received any payments from them. I was told by one of their support agents that I would receive an email confirming the refund, and that if the payment was not completed within 7 days to complete a wire transfer form so I could be paid directly,. I have an issue with this, as emailing them my ranking information puts it at risk as I don't know what they will do with the information. I want to be made whole for the $37.06 of warranty costs I've already incurred.

  

  Business Response

  Date: 09/21/2022

  Hi ***** - We 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 issued a reimbursement of $27.06 and $35.19 to your bank account, which should appear on your account within 10 business days from the date our team reached out via email, depending on your bank's processing times. If you have any other questions, please don't hesitate to continue the conversation with our team for the quickest resolution. 
  

  Customer Answer

  Date: 09/21/2022

   
  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.

  I notified Rad Power Bikes that I intended to close this complaint when the refunds were actually credited to my accounts. However, if BBB wishes to cancel this complaint then I cannot stop you. However, to protect my interests, I reserve the right to refile this claim if the business does not credit the refunds as promised.

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

• Initial Complaint

  Date:09/08/2022

  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.

  On 6-1-2022 I ordered my Rad Rover 6 Plus ebike, order # ****** and it was delivered on 6-11-2022. Assembled the bike and I was on the ebike everyday both riding with my wife and my brothers. I absolutely loved the bike. Around July 24, 2022 I noticed my front light was flashing on and off. At the time it wasnt a big deal since I was riding during the daylight hours. I read the manual over again and saw that there was no way to set the head light to flash. On July 27, 2022 I sent request #******* because the head light and tail light were flashing which meant my brake light didnt function properly. Before I got a response back on this issue my motor stopped working. I contacted service and performed all of the checks they requested and still no motor. On 8-1-2022 order #****** was sent which a new harness and controller. Installing the controller was extremely difficult because the slide in adapter was not sent with the controller. Still no motor and lights still flashing.8-11-22 order #****** was sent to me after contacting service. Battery mount and UI display and another harness. I replaced the battery mount, UI display, and harness. Still the same issue as before, no motor, lights flashing. 8-22-2022 Order #****** Rear wheel was sent. On 8-25-22 order #****** UI remote sent. I received both and installed both the new rear wheel and UI remote. Still no motor and lights flashing. Never received any error code on UI display from the very beginning. I have been on the telephone with service in between all of these orders. I have spent numerous hours replacing the parts that were sent to me. . I have spoken to several members of your service team regarding this problem; ****************************, ******, ******* and a few others.I called *********** on Tuesday, September 6 and spoke with *******. She made another order number and sent this to the Senior team and they would get back with me soon for a resolution.

  

  Business Response

  Date: 09/13/2022

  Hi ******** - We sincerely apologize for all the inconvenience caused and truly want to make this right for you. We see there was an order placed for a replacement bike under your warranty, you will receive tracking information once the bike has been shipped. If you have any questions, we suggest to continue the conversation with our team for the quickest resolution and updates on this issue. We are eager to get you back *************.

  Customer Answer

  Date: 09/13/2022

   
  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:09/01/2022

  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.

  Purchased 3 bikes plus accessories from them on 8/20/22 total $6566.74 (radwagon 4, rad city 5 and rad runner plus). They began shipping the items piece by piece and all were finally delivered on Monday 8/29/22. We brought to local RAD APPROVED (per website) bike shop for assembly.-8/31 we went to pick up the first bike assembled, rad wagon. As I was in the shop I received an email that all radwagons should not be ridden until further notice bc they have tire blow outs and Rad doesnt know why.-9/1 I went to pick up my second bike in the order the Red city 5 and the main feature of the bike (pedal assist/throttle power) does not work. $6600 in and so far two of the three bikes do not work. Rad has almost no customer service except heres a link, to troubleshoot guide. Horrible unscrupulous company.

  

  Business Response

  Date: 09/10/2022

  Hi ***** - We're so sorry to hear about your unpleasant experience. We see that a senior agent from our Product Support team recently offered to return your RadWagon 4 for a full refund to your original payment method. If you are unable to accept this offer or continue to communicate with our team with language that violates our Respect Clause listed in our Consumer Purchase Terms and Conditions they will have to move forward with terminating your account, voiding your warranties, and blocking you from accessing our customer and product services. We suggest to continue the conversation with our team for the quickest resolution. We sincerely apologize for the inconvenience caused and truly want to make this right for you.

• Initial Complaint

  Date:09/01/2022

  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 RadCity 5 Plus ****************** Commuter Bike (Order #******) in October, 2021. My son has been using it to get to school. In July the throttle and pedal assist stopped working, though the bike powered on. I called customer service and went through some testing with them and they determined I needed a new controller. They shipped a wiring harness, which I replaced, but no controller. I then had multiple calls with customer service to try to get the controller shipped, still under warranty. I was told they were out of stock, but would send one soon. The next call they said it had never been ordered but would order one now. Then they said it was coming. Now they are saying they do not have any in stock and had no date for them to come in. I said I am tired of the run-around and would like a refund or replacement of the bike. It is of no use now in my garage and I can take the money and buy a new bike from another e-bike company.

  

  Business Response

  Date: 09/09/2022

  We sincerely apologize for the inconvenience caused. We see that an agent on our Product Support team was able to have a controller pulled from our retail location which is estimated to be delivered to you on Wednesday, September 14. If you any issues arise upon receiving the part, we suggest to continue the conversation with our team for quickest resolution. We appreciate your patience and are eager to get you back *************.

  Customer Answer

  Date: 09/09/2022

   
  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:08/29/2022

  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.

  Bought a RadCity 5 from Rad Power bikes! It was delivered on Thursday, January 30, 2022. I got the bike and rode it for 6.6 miles then could not ride it for 6 months. I went to charge the battery for the first time and followed the instructions in the manual and I had it plugged into a GFI circuit in my home. The battery did not charge, period! The Company is trying to say I improperly/negligently charged the battery and saying it voided my warranty and want me to pay $400 for a new battery after a $100 discount!!! I've sent pics, etc. It has been over a week of trying to get them on the phone and they still have not gotten back to me at all. She kept on giving the excuse that it is their busy season. After emailing them they have just ignored my email responses and also my phone calls. This is really really upsetting. This is Not good at at all!!!

  

  Business Response

  Date: 08/30/2022

  Hi ******* - We're sorry to hear about this and appreciate your patience. We see that you are currently working with an agent from our Product Support team, they recently sent an invoice for $100 off a replacement battery. Our team cannot approve a replacement battery under the warranty, upon review of the pictures they received this issue was due to a power surge from accidentally putting the key or another metal object into the charge port of your Rad Semi-Integrated battery. Unfortunately, batteries are not warranted from damage resulting from power surges, use of an improper charger, improper maintenance or other such misuses, normal wear, water damage, or any failure to follow instructions in the e-bike owners manual. We sincerely apologize for the inconvenience caused, if you have any other questions we suggest to continue the conversation with our team.

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17794126
  
  I am rejecting this response because:

  I have stated in my response back to your company. I had your company build my bike and also I followed all the proper steps on hooking up the battery to the charger. This is the first time I have ever touched the battery and to charge it. I do not know how the unit was shorted out but I had nothing to do with the battery being shorted out. I took the pictures of all the keys and the charging tip for the charger. This is showing there are no burn marks and no way for me to short out the battery. There is no way that anything came in contact with the charging port since there is a rubber cover over it. It is NOT a good thing that your company instantly jumps to the idea that I shorted it out. After spending over &2,000.00 dollars on my bike you think that I would just start sticking things into the charging port. I have also been looking around online and there are a lot of people that are having the same problem. It is also NOT good that you have made an item that is easily shorted out. Again after spending that kind of money you instantly blame me for doing things wrong. I again have done nothing to the bike and if I would have shorted it out I would not have ever gone to this point. 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 09/11/2022

  The charging Port looked like this when I got it. I do not agree that it is my fault. The same way you claim it was not your issue but mine is the same way I can claim that this is your issue and not mine. I received the bike and rode it for a total pf 6.6 miles and then I went to charge it and could not. I follow the instructions as stated. I did everything by the book. This couldve been shorted out at any time prior to me receiving it. There is no way for me to know when the battery was shorted out. I can only state that I did nothing to short the battery out.

• Initial Complaint

  Date:08/26/2022

  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.

  Refer to RAD service desk ticket *******. After waiting approximately a month for a replacement battery, covered under warranty, the replacement battery received today also appears bad. Came with no charge (no bars showing) and acts the same way as the bad battery (will not accept a charge - charger shows green light always). The same charger works on another identical battery OK, so it's not the charger.Waited over an hour on the phone today to speak to someone in support, but nobody picks up.So far this has taken a big chunk out of the riding season here in ********. My friend (who has an identical bike) and I are starting to think we made a mistaken buying these bikes from Rad. Both are Rad Rover 6+ step-thru models, ordered in July 2021, and after numerous screwups by ***, received sometime like October '21.

  

  Business Response

  Date: 08/30/2022

  Hi ****** - We're so sorry to hear your having issues reaching our team and for your unpleasant experience. Since it's our busy season, our Product Support team is experiencing a very high volume of help requests and calls. We see that you were recently speaking with our team and were able to get the replacement battery out of shipping mode. If any other issues arise, don't hesitate to reach out to our team.

  Customer Answer

  Date: 08/31/2022

  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.

  The business should enclose a note to indicate that the shipped batteries are in "ship mode" to prevent this type of issue in the future.  Otherwise it will keep happening, with other customers.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/26/2022

  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 2 RAD Runner Bikes and after using the bike for approximately ***** days, one of the batteries started shorting out. The battery would charge fine - but when attached to the bike - it would simply turn off. I called RAD and have been on the phone with them for weeks. After uploading multiple videos and pictures, they say I must have either "overcharged" or "undercharged" the battery. Both batteries were purchased at the same time, charged the same way - one is working and one is not! I literally have spend 6 hours on hold with this company. Finally, an associate said she would call me back within 5 minutes. Now she emailed to say she had to "jump into a meeting" and would call me within 30 minutes. that was 5 hours ago. They simply don't want to address the issue with their faulty battery. At one point a few weeks ago they offered me $100 off a $550 battery. That is insulting. Latest case number *******. I have had many others as well.

  

  Business Response

  Date: 09/03/2022

  Hi ***** - We're so sorry to hear that your having issues reaching our team. We see that a senior agent from our team recently reached out requesting additional information, we suggest to continue the conversation with them for the quickest resolution. We appreciate your patience and are eager to get you back *************.

• Initial Complaint

  Date:08/26/2022

  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.

  Marketing is very mis-leading. Battery died 1 month past warranty. Had to invest 3 hours of my time on hold before they would even open a ticket and let me communicate by email. Now they are forcing me to buy a new charger for $39.99 non-refundable before they will even allow the battery support department to troubleshoot the battery. I don't mind if I have to buy a new battery, I knew that going in. But their marketing made me belive if I did have this issue they would be available to help in a fast and efficient manner. The way I have been treated is almost a complete opposite of what their marketing promises. What the marketing should reflect is the customer does all the troubleshooting and RAD just takes more of your money.

  

  Business Response

  Date: 09/03/2022

  Hi ******* - We're so sorry to hear about your unpleasant experience and truly appreciate your patience. This is currently our busiest season and our team is experiencing a very high volume of help requests and calls, they are currently responding to these requests in the order received. This will definitely be passed 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.

  Customer Answer

  Date: 09/03/2022

   
  Complaint: 17777233
  
  I am rejecting this response because:

   

  That was a canned response that doesn't adress my issue at all. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 09/24/2022

  Hi ******* - We appreciate your patience and are eager to get you back *************. We see that you recently purchased a Rad Battery, due to your warranty being expired. If you continue to have issues with your bike, we suggest getting in touch with our Product Support team you can reach them at - *********************, or email at - radpowerbikes.com/support.