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:08/25/2022

  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.

  Hello, I purchased a Rad Rover 6 plus on July 18th within 2 weeks the battery failed completely. The bicycle will not power on at all. After over an hour on hold I reached a customer service agent who had me go through several checks before determining the battery was defective. I was advised the warranty would have to be approved by a supervisor. I followed up this conversation with an email also. After several days and no response I called back and again waited over an hour on the phone before I reached an agent. They told me battery replacement was approve but it could be up to **** business days for hazmat processing then 3-4 days before it left warehouse. The agent admitted there was a design flaw with the new semi integrated batteries and the engineers were working on it. She could not guarantee that my replacement battery would be and upgraded version so its possible I could get another defective battery. I have repeatedly ask to speak with a supervisor or a call back but as of today have not spoken with one and have not received replacement battery. Since I had to have transportation I had to purchase another bike and would like a full refund.

  

  Business Response

  Date: 08/30/2022

  Hi ******* - We're so sorry to hear about your unpleasant experience as this is never the experience we want our riders to have. We see that you are currently working with a senior agent from our Product Support team to get the bike and accessories returned for a full refund. We suggest to continue working with them 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.

• Initial Complaint

  Date:08/23/2022

  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 received delivery of a Rad Runner Plus ebike on 8/12/22. It was intended to provide transport from my RV/motorhome while on the road. My complaint has two concerns: First I contacted Rad Power customer service because of an issue that makes the ebike unusable, on one I call waited for over an hour, and gave up, I also selected the call back feature and they never called back. Submitted on-line (website) help requests which received auto acknowledgement emails but nothing else. The second issue is about deceptive advertising on their website which makes a big deal about their world class service but is fails to deliver. My problem continues and my ebike is useless.

  

  Business Response

  Date: 08/25/2022

  Hi **** - We truly appreciate your patience and are eager to get you back *************. We see that a senior agent from our Product Support team recently placed a new order for a full replacement stem under your warranty as the hardware you need is currently not available by itself. Once the order has been shipped, you will receive tracking information via email. If you have any questions, we suggest to continue the conversation with our team for the quickest resolution.

  Customer Answer

  Date: 08/25/2022

   
  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:08/22/2022

  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 just purchased my Radwagon 4 and had it sent to my familys bike shop. The bike came with a bent rotor which means it needs to be replaced before I can ride it. They also did NOT send the very expensive Caboose that I purchased to keep my child safe or a rad light I ordered. I have reached out via their email service and no reply and *** spent over two hours on the phone waiting for someone to pick up. I am a single mother and saved up to buy this bike and we cannot even ride it and the company has not sent the accessories - very expensive accessories to me!! I spent almost $3000 on this for me and my little girl! The parts need to be sent asap and the rotor replaced. The caboose needs to come asap too since I bought additional accessories for it! Please help. No one answers the phone and according to other complaints they lie about emails and actions they claim to have done to resolve matters. Please, please, please, help!

  

  Business Response

  Date: 08/23/2022

  Hi ******** - We're so sorry to hear about your experience and truly want to make this right for you both. Since it's our busy season, our team is experiencing a very high volume of help requests and calls. We see that an agent from our Product Support team recently placed an order for a replacement brake rotor, you will receive tracking details once the order has been shipped. The Caboose and Rad taillight have also been shipped and are estimated to be delivered by the end of Wednesday, August 24, the senior agent you are currently working with issued a $50 Gift Card for the inconvenience caused. If you have any questions or concerns, we suggest to continue the conversation with our team for the quickest resolution and updates on this issue. We are eager to get you riding!

• Initial Complaint

  Date:08/21/2022

  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.

  Purchased bike Q1 2022 & have 154 miles on odometer. Like other BBB complaints, the will not proprl bike, battery will not charge though charger indicates full charge, per similar ******* videos a blown fuze is suspected but fuze can not be changed without voiding battery warantee. I've called customer service 3 times & after long waits, finally defaulting to saving my place in the que for a call back - but after a week of received no callback on any of the 3 attempts. After 5 weeks, I still have no resolution ...given this is mid summer, I'd like to be riding my bike rather than sitting here with & $2,000 bike that doesn't work & an unresponsive company backlogged with similar problems according to multple online sources. Two weeks ago I finally connected with the Rad Bikes by calling its Berkley Retail location who then transfered me to Rad **************************** ultimate I compled the requisite questionaire, **************** & was promised response from the "battery team" within ***** hours. Now, 2 weeks latter (5 weeks total), I continue to wait without resolution, timeline, or pertinent communication. It seems Rad is having a systemic failure of its ********************** a design failure of its new battery& legal issues. at the expense of its existing customers while it prioritizes the sale of faulty product to new customers. Related to the battery, there are several serious flaws... a fuze that customers can't replace without voiding warrantee ($500+ implication), no protection against malicious battery damage while street parked, no way to turn power off when parked with battery attached. I simply seek a timely resolution to my issue that is long over due.

  

  Business Response

  Date: 08/25/2022

  Hi *** - We sincerely apologize for the inconvenience caused and appreciate your patience. We see that a senior agent on our Product Support team recently placed an order for a replacement battery under your warranty. Once the battery has been shipped, you will receive tracking information. If you have any questions, please don't hesitate to continue the conversation with our team. We are eager to get you back *************!

• Initial Complaint

  Date:08/17/2022

  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.

  Bought a RADROVER 6 from Rad Power bikes! It was delivered on Saturday, Aug 13, 2022. Right out of the box the battery was plugged into a GFI circuit in my brand new home here in ******, **. 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!!! Ive sent pics, etc and did a zoom video so they could see my battery, etc. It took 4 days of trying to get them on the phone and when zi finally got they, and after emailing them, was told they were buried due to their busy season! Not good at at all!!!

  

  Business Response

  Date: 08/18/2022

  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 recently 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: 08/22/2022

   
  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:08/17/2022

  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 June3 I purchased 6 Rad Rover 6 plus ebikes. The entire shipment seem to have problems and over the course of a few weeks and several hundred plus mile trips to bike mechanics we were able to resolve the issue being factory defective parts. Very rusted and awful. The six bikes were for a new Ebike rental business which lost the majority of its business due to non-working Bikes most of the month of July. Including the weekend of has been absolutely horrendous to deal with from start to finish. Other than taking the money part. I can log over 75 different calls over a period of a couple weeks with 90+ percent going on answered and only a few returned phone calls. I have also been told that my warranty expires as soon as the bike is unpacked whereas I have seven bikes with seven individual warranties that all state A one year warranty. One of the bikes needed to have the entire hub replaced and that was done prior to the issues of all of the other bikes. I have had nothing but absolute h*** trying to deal with the business to B2B support division as there are no phones. The email and the website all state to press 6 for B2B support and that number does not exist.I have also been told that no one in these departments has actual outgoing phones and will not talk to people. Yesterday while riding in the forest one of the bikes just died. After a long uphill push home we were told simply must be a loose connection and that pretty much is the end of that. However after multiple calls and multiple people we were told to take a piece off of one bike and put it onto the nonworking bike. Not only did this not resolve the problem it also rendered the other bike dead. The technician said that it must have been some loop with in the circuits that broke on the first bike and then caused the damage to the second one. I am in middle of filling out the small claims form. $14,000 in the trash. All BBB complaints seem to have same issues, just wanting service for what I bought

  

  Business Response

  Date: 08/24/2022

  Hi ***** - We're so sorry to hear about the issues your having reaching our team and completely understand your frustration. Since it's our busy season, our team is experiencing a very high volume of help requests and calls. We see that you are currently working with our commercial team to get this issue resolved. We suggest to continue the conversation with them for the quickest resolution and updates on the issue.

  Customer Answer

  Date: 09/13/2022

  Please reopen this file. Unfortunately I did not receive your original email. This response from the business is completely unsatisfactory. There has been zero communication in over a week and zero response from the management team. Our product is still dead for close to a month. This department refuses to make outbound calls and does not have inbound phone calls so they state.  As stated in my original complaint my request was that my purchase be maintained warranty be honored and a phone call. This is not a closed case in any way shape or form.  Even the website directs you to a non existent phone extension.  *************** does not reply.  EVER. 
  This was a cut and paste reply and is unacceptable.  Very close to small claims
  Thank you,
  ***********************
  

  
  

  

  Business Response

  Date: 10/11/2022

  Hi ***** - We sincerely apologize for the delay in responding. We see that you are currently working with our team to return your ebike as you recently received a new RadRover 6 Plus Step-Thru under the warranty. We truly appreciate your patience and are eager to get this issue resolved. If you have any other questions or concerns, please don't hesitate to continue the conversation with our team for the quickest resolution and updates on this issue. 

  Customer Answer

  Date: 10/22/2022

   
  Complaint: 17731227
  
  I am rejecting this response because: my main issue was never addressed. That being communication. The commercial division absolutely refuses to have any vocal interaction with anyone. The choice on the phone tree to get to that department is a nonexistent choice and to this date I have never spoken to a single person other than an administrative assistant who is hired the same day I made my first complaint. They do not take inbound calls and never once did I receive a call from the manager ******* or his boss and I do not even remember her name. No one in this department will have anything to do with any of their customers yet these are the customers that drive the business and the name and the reputation. We have sold all the bikes and or given them to friends and relatives. We will be reopening our E bike rental at the beginning of next season with a different brand.  To this date I have never once spoken to anyone and only reached resolution after threats of lawsuit.   When they work these bikes are wonderful. However over a four month period of time we had less than two weeks where all of them were operating correctly. In a three month. We went through 41 warranty parts to complete Bikes and two complete hubs. Theres something inherently wrong with this model as the previous one does not have near the complete ratio. Im very glad to be done with this absolutely horrific company and anyone looking to do an E bike rental should have nothing to do with them.  On the consumer side they seem to be a pleasure however the communication time is not great. The staff is great. EVERYONE other than the techs in the commercial division should be ashamed of themselves 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/17/2022

  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.

  Well, I purchased a Rad Bike in June of 2022. I paid $ ******* for the bike and that amount includes a $ ****** helmet that was dropped off my bicycle seat and broke. We have had nothing but issues with the bike.The rear breaks are in constant need of adjustment and when they are adjusted they fail when riding and I almost crashed, i have also had issues with the bike just cutting out and a complete loss of power this is a new issue. I have spent hours on the phone with them and their response is that they will send me a voucher for one hour of free work done at a bike shop that is 20 miles away from my home. I told them i have no way to get the bike to a repair shop the bike is very heavy and bulky and cannot get it there, now the rear tail light is not working witch means i cannot ride it at night in my neighborhood. So back on the phone with them and they informed me that they will send me a new tail light and relay so now i have to fix my new $ ******* bike really. I have spent over three hours on the phone with them and i am completely fed up. Their customer service is a complete joke and not helpful at all. The amount of money we have spent on the bike and all the issues I want my money back. I have seen other reviews on Rad Bikes and a lot of folks have the same feeling about Rad Bikes customer service. I am not looking for a hand, out I just want what is fair. They always boast of their great customer service but really do not deliver. I must say they did credit me for the helmet, but the real issue is the bike itself and they should be held accountable for their product they can take back the bike and refund me my money at this point. Thank you in advance *****************************

  

  Business Response

  Date: 08/25/2022

  Hi ***** - We're so sorry to hear about your experience and completely understand your frustration. We see that a senior agent from our Product Support team recently reached out requesting additional information to get your bike returned, we suggest to continue the conversation with them for the quickest resolution. Once the bike has been returned they will be issuing a refund back to your payment method. We sincerely apologize for the inconvenience caused and hope you give us another chance in the future to make this right for you.

  Customer Answer

  Date: 09/01/2022

   
  Better Business Bureau received the following feedback in complaint closure survey:

   

  Great service, helped me to resolve my issue in 2 weeks. 
  Thank you again 
  

  
  

  
  

• Initial Complaint

  Date:08/15/2022

  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 2 Rad Rover 6 plus bikes at the end of November 2021. The customer service or lack there of started then. I also purchased the service aggreement which included assembly, delivery and a 3 month service. It took almost 3 weeks for the service provider to return several phone calls, email messages. I finally received my bikes at the end of December. Since then I have had shifting issues with the bikes as they will change gears while you are riding. This has worsened and at times I will feel unsafe on my bike due to this issue. I tried to call the service provider and Rad Power but after waiting on hold for over ***** minutes each time I was frustrated and hung up. Finally I'm at my wits end. I took my bikes on vacation and was so disappointed in the performance due to the gear issue. I then sent an email on Saturday August 6th and of course that email went unanswered. I tried calling on Thursday August 11th and to my surprise after a 10 minute wait I was able to talk to a live person, *******. Then the disappointment continued as she was very unhelpful, not professional and lacked proper training. She asked what "do you want me to do" after I explained my problem. She kept on giving the excuse that it is their busy season. I work and it is always my busy season but I don't use it as an excuse in my business. It took me several times repeating myself regarding my issue when finally I was frustrated and asked to speak to her supervisor. She put me on hold and then came back on. I asked if I could speak to her supervisor and she said she texted him as she was working remote. She then said she could escalate this issue and I would hear back after ***** hours. Again several days after the 48 hours I have not heard back. I spent extra money to get the installation service and as well I have a years warranty on these bikes. I'm very disappointed my the lack of commitment and service after selling me their ***** at over 5k. #******

  

  Business Response

  Date: 08/18/2022

  Hi ***** - We're sorry to hear about your experience and truly appreciate your patience as our team is currently working through a high volume of calls and help requests during this busy season. We see that a senior agent from our Product Support team received approval to reimburse you $100 per each bikes tune-up and provided you with a list of recommended bike shops near you. We sincerely apologize for the inconvenience caused and truly want to make this right for you. If you have any other questions or concerns, we suggest to continue the conversation with our team for the quickest resolution and updates on this issue.

  Customer Answer

  Date: 08/23/2022

   
  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,
  
  ***** Legacy

• Initial Complaint

  Date:08/15/2022

  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.

  After 60 miles of riding I noticed the rear wheel was wobbling. Further inspection showed that the rear rim is actually bent. Rad Power Bikes denied my warranty claim on the grounds that I didn't check if the rear spokes were properly tensioned which I have no idea how to do nor have the tools to do it. Its a miracle I didn't get in an accident from the defective wheel.

  

  Business Response

  Date: 08/17/2022

  Hi ********* - We're sorry to hear about this and truly want to get this issue resolved. We see that an agent from our Product Support team recently reached out via email with a list of local bike shops in your area as they have received approval for one hour of professional labor by a certified local mechanic under your warranty. 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 ************* and appreciate your patience.

• Initial Complaint

  Date:08/14/2022

  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 my radexpand 5 bike on 7/17/2022. After roughly 60 miles the bikes motor started making a metallic scraping, clanging type noise. I called Rads support and spoke with *********. She asked me numerous questions and I explained to her that I had been over the entire bike checking everything and there was nothing loose including the spokes as that seemed to be an area of concern for her. She instructed me on performing several tests with the bike over the phone with her and concluded that a video of the noise was needed. She sent me a link to download the video to her. The video clearly had the sound mentioned on it and I also sent a shorter clip stating at what point the sound is heard. After reviewing the video it was their conclusion that these bikes are simply noisier than the others they have and nothing they heard justified any wheel hub replacement.. I currently have two other bikes from them and neither makes any such noise. She also stated it might be a freewheel bearing issue, which it cannot be as it only makes the intermittent noise while peddling when the motor is engaged and if it was would require replacement anyhow. It seems as though now I have been written off unless I am willing to take it to a local shop and have it diagnosed at my own expense. I purchased this bike as I have a prosthetic leg and it was the best style suited to my needs and now I have a $1600 plus other upgrade parts noise maker. All I want is for them to send me a replacement wheel hub so I can enjoy my purchase.

  

  Business Response

  Date: 08/18/2022

  Hi ***** - We're so sorry to hear about your unpleasant experience and certainly want to keep you riding. We see that a senior agent from our Product Support team recently placed an order for a replacement rear wheel under your warranty, we hope this resolves the issue you are encountering. If you have any questions or any other issues arise, please don't hesitate to reach out to our team.

  Customer Answer

  Date: 08/18/2022

   
  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,
  
  *********************