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.

close

Find a Location

Rad Power Bikes Inc. has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/14/2022

  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 June 6, 2022 I purchased a Rad 5 bike in the amount of $2174.91. The first issue was the left front brake lever was killing the power to the bike. I contacted *** after waiting on the phone for over 2 hours. I spoke with a rep who sent me the wrong brake lever a week later, so I had to call and after another long hold time get them to send me a new lever to an address in **************** where I was going to be traveling. I received the lever a week later. A week after that while traveling in ***** my battery would not charge. I sent the pictures and video's they requested and a week later I got an email saying the battery failure was my fault and it would be $542.91 to replace including shipping. I paid for the battery just get it shipped as my bike has been a useless piece of junk without it. Rad Claims that if you accidently touch the charging port on the battery with a metal object it will short out an internal fuse and render the battery useless. I dispute this finding and I don't see how they can determine the cause of failure from a video. It appears from other complaints many others have had similar issues with the batteries.Also, Rad did not put any markings or highly identifiable warnings on either the bike of the battery cautioning of this design flaw. *** also did not disclose the flaw when bought the bike. Had I known of this flaw I would not have purchased the bike.The rep told me it would be seven to ten days to ship the replacement battery. I have sent emails requesting an update on the shipment of the battery with no response.To say I am unhappy with my purchase would be an understatement.

  

  Business Response

  Date: 08/20/2022

  We're sorry to hear about your experience. To prevent misuse or improper charging we do provide our riders with online guides, owner manuals, and ******* videos, which are always available for safety precautions while handling our batteries. We do our best to share how to operate, maintain and store the battery packs. The issue you are currently encountering is not a design flaw but, rather an update on our bikes. We see that the Semi-Integrated battery has been shipped and is awaiting to be scanned into the carrier's system. Once the package has received the initial scan the estimated delivery date on the tracking number, sent to you via email, will be more accurate. If you have any other concerns or questions, we suggest to continue the conversation with our team.
  

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17714552
  
  I am rejecting this response because: RAD has not offered any resolution to the issue. I received  a phone call voice mail from someone who requested I send him an email to set up a phone conference. He did not leave an email  address.
  They have been consistent with their customer service. My replacement battery would not charge so I had to call customer service. Apparently they send the battery in shipping mode so you have to hold the charge meter button down for ten seconds. There were no instructions inclosed  informing the customer of this. The more I deal with RAD the more regret if have about my purchase.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/13/2022

  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 RadWagon4 from Rad Power Bikes a little over a month ago. Almost two weeks ago the unit lost power. I have tried to get in touch with *** with no success. All I keep getting seems to be the same canned email response to try troubleshooting and trying to phone is impossible. I left a number on their automated system and have not been contacted.

  

  Business Response

  Date: 08/20/2022

  Hi **** - We're so sorry to hear your having issues reaching our team and truly appreciate your patience. Since this is our busy season, our team is currently working through a high volume of calls and help requests. We see that a senior agent from our Product Support team recently placed an order for a replacement battery under your warranty which was delivered on Thursday, August 18. If you have any other issues with your bike, please don't hesitate to reach out to our team for further assistance.

• Initial Complaint

  Date:08/11/2022

  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.

  I ordered two bikes from this company. The bikes come with keys that look exactly the same that lock the battery of the bike. The issue is that the wrong key was able to lock the bike but would not unlock it so i was left with a dead bike on a camping trip. This is an issue that will affect other customers. The wrong key should not be able to lock a bike. A bike should only be able to be locked by the bike key that belongs to it. I was able to turn on the bike by using a screwdriver to turn the switch. Once i got back into service i messaged the company to tell them of the issue and get my bike repaired and also warn them of this design flaw so that others may be spared of my experience. When contacting them they are not acknowledging the problem and have no offered to help in any way. This is bad business. I have been a victim of a design flaw on their end.

  

  Business Response

  Date: 08/20/2022

  We're so sorry to hear about the inconvenience caused. We have passed this along to a senior agent on our Product Support team, they will be reaching out via email. We suggest to continue the conversation with them for the quickest resolution on this issue. We appreciate your patience and are eager to get this issue resolved.

  Customer Answer

  Date: 08/20/2022

   
  Complaint: 17704749
  
  I am rejecting this response because:

  Here is the email response from the business:

   

   

  Hi there, 
  
  Rad Power Bikes Product Support here. 
  
  We recently read your review and would like to offer some assistance. 
   
  In regards to our keys, this is a limitation of the wafer lock that many consumer products face, including other ebikes and motorcycles today (as well as many cars through the 90s!). The lock is meant to make the battery easy to use while defending against theft of convenience. With wafer locks there is less protection against highly-motivated acts, but if an individual is determined to steal the bike, they will find a way no matter what lock is present. If you will be leaving the bike for extended periods of time, we recommend bringing it indoors with your as an added measure of security. We sell a battery carrying case that makes this convenient and helps to alleviate the stress of battery theft. You can view this product HERE. 
   
  For many reasons, including the ones listed above, we always advise customers to take extra security measures to mitigate risk. We are also always innovating to add additional safety features to our bikes.
   
  If you have any questions, concerns, or need any additional assistance, please do not hesitate to reach out!
  RIDE RAD! 

   

   

  This does not address my issue at all. Here is the email I wrote back:

   

   

  That is not the issue. I bought two bikes but unbeknownst to me I had only brought one of the keys. I put in the key thinking that the key will lock only the bike that it belongs to. It did not, it locked the wrong bike. This left me stranded with a dead bike in the middle of the desert and I had to find someone to break the lock in order for my bike to turn on again.
  This is like me being able to lock your car with my car key, it should not be possible to lock the bike with a key that doesnt belong to it. 
  
  
  I called and explained my issue to you guys, I've shared that this may happen to others as well and its a flaw in the design. Not only was no one helpful to me but it doesnt even seem like you care to fix this so it doesnt happen to other customers. That's wrong. 

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

• Initial Complaint

  Date:08/10/2022

  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 ordered a bike from Rad Power Bikes back in March. They shipped it with a broken brake lever. It took them 2 months to send a new one. Then 3 and a half months later they reshipped me my bike and all the parts i ordered for it. I did the right thing and notified them of there mistake as they sent me $4000 of stuff for free. After reaching out to them. They have caused me mental anguish and grief trying to return their own mistake. I am mentally disabled. I kept telling them to send return labels so i can send it all back. They refuse. They expected me to go spend a day in the library printing. They expect their own customers to fix their mistakes. The bike i caught before they sent. But im stuck with all these parts i already had. They dont respond to my emails nothing. This is the worst company I have ever come into contact with. Not only are they cruel to disabled people and ignore us, they dont have any idea what they are doing. They keep depositing and withdrawling money from my bank. They are like a cancer that has latched onto me. Please help me to get these people out of my life. I just want to say as a mentally disabled man with 2 kids. That these people have hurt me by their recklessness. Mentally caused me a anguish from their actions and lack there of. For me trying to do the right thing. I could have just kept everything and had a second bike. I dont deserve this. They blindsided me with this.

  

  Business Response

  Date: 08/20/2022

  Hi ***** - We're so sorry to hear about your unpleasant experience and truly want to make this right for you. We have passed this along to a senior agent on our Product Support team, they will be reaching out via email with further details to get this issue resolved in a timely manner. We understand your frustration and appreciate your patience.

• Initial Complaint

  Date:08/09/2022

  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 have a six month old Rad City 5 Plus ebike purchased from Rad Power Bikes. (Order # *****, Serial # ***********. Purchase Price: $2,643.28 including taxes. The ebikes motor has stopped functioning, rendering the ebike useless.After back and forth with Rad, they determined that the problem was the wiring harness and the controller. They immediately sent the new wiring harness, but no controller. After further prodding Rad, they responded that they did not have a controller on hand, and had no timeline as to when they might be able to get one to me. Even if the part were ever to arrive, Rad has informed me that they have no partner repair shops in the ****************** who could carry out the repair.So, I have a defective new ebike that does not work for this summer and who knows how much longer afterwards. Very frustrating!I requested to Rad that I return the defective ebike for a refund. Now Rad does not respond to my messages.I purchased an ebike from Rad as I thought them to be a reliable company and responsive to their consumers. I am very disappointed that the reality is far different.I am seeking your assistance in obtaining a refund from Rad Power Bikes of the purchase price for this defective ebike (I would make the bike available for return).I very much appreciate your help in resolving this situation Thank you,********************* ********************************************************************************** ************ ************************

  

  Business Response

  Date: 08/19/2022

  Hi **** - We appreciate your patience and apologize for the inconvenience caused. We see that you are currently working with a senior agent from our Product Support team to get the bike returned for a full refund. If you have any questions, we suggest to continue the conversation with our team for the quickest resolution and updates on this matter.

  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:08/08/2022

  Type:Customer Service 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 recently purchased two Rad Rover 6 bikes. One of the batteries had no charge when opened and was not locked into the bike properly. The battery will not charge. Ticket # *******. Videos and photos have been uploaded and sent. I also ordered a spare battery #****** and have received no shipping info. I have spent extensive time on hold and when leaving a message to "hold my place in line"- NOTHING! No return calls.I have a new 2K bike that I cannot ride because of a defective battery. I would like to talk to a supervisor and get my warranty battery resolved and also my spare battery sent. Take care of existing customers first before discounting new bikes and selling them if you can't handle the demand. The bikes are of good quality, but useless if they can't be used. What good is an ebike if there is no battery?

  

  Business Response

  Date: 08/09/2022

  We're so sorry to hear about your experience and truly want to make this right for you. Since this is our busy season, our Product Support team is experiencing a high volume of help requests and calls. We see that a senior agent from our Product Support team reached out via email requesting additional information as the Semi-Integrated Battery has been approved to be covered under your warranty. We suggest to continue the conversation with them for the quickest resolution on this issue.
  

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17688438
  
  I am rejecting this response because: I have not received any emails regarding my complaint, only advertisements for other sale items. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 08/12/2022

  On 8/11/22 I did talk to a service representative over the phone. He forwarded me an email sent two days ago that I did not receive. He assured me that my battery under warranty and new battery that I purchased as an extra would be sent out soon. I will advise when I do in fact have the shipping confirmation info.

  Thank you for your assistance!
   
  

  
  

• Initial Complaint

  Date:08/04/2022

  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.

  Lack of response to emails requesting technical advice. Rad Power Bikes has made the choice to not partner with local bike shops, instead dealing directly with customers such as myself. If the end user is to be directly responsible for repair, Rad Power Bikes should be equally responsible for supplying the necessary documentation to do so.

  

  Business Response

  Date: 08/09/2022

  Hi Geoff - We're very sorry to hear that you did not have an enjoyable experience with us and are eager to get you back *************. We see that an agent from our Product Support team recently reached out via email requesting additional information to send you an invoice for the parts you are requesting. We suggest to continue the conversation with our team for the quickest resolution and updates on the issue.

• Initial Complaint

  Date:08/04/2022

  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 bought a $2,000+ brand new bike. I rode it 4 times or less and then it began to have electrical problems. I called Rad Power Bikes and spent more than 40 minutes waiting for a service person to help me. The person was very nice and helpful. They went through some checks and said they were shipping me a replacement part. They recommended Spokey Joes to do the repair work. I waited for the part to be received which took 2 weeks. I contacted Spokey Joes and they were angry almost rude and told me they don't work on Rad Power Bikes. I emailed Rad Power Bikes and explained what happened. They gave me three or four other shops to contact. I selected George's ****** which was one of the shops recommended. I took the part and bicycle into ******. They put the part in but it didn't fix the problem. They reached out to Rad Power Bikes by email and to this day has never had a response from them. Two weeks later, I contacted Georges to find out what was going on. They explained they have never had a response from Rad Power Bikes and that thirty minutes after they put the replacement part in that my Bike started smoking and they had to call the **************** They are now recommended that the bike needs to be entirely replaced as the bike is no longer safe. I have told Georges I would also try to get in touch with Rad Power Bikes. I have been emailing them for four days without any response. I have also tried calling, but didn't want to wait 40 minutes or longer to get a person on the phone, so I opted for a return call. So far I have not received a call back. This bike is brand new. It has been in the shop for longer than it has been in my possession. I barely rode the bike. I would like a full refund of all monies. The bike has a year warranty. It is only about a month old at this point.

  

  Business Response

  Date: 08/13/2022

  Hi ***** - We're so sorry to hear about your experience and for all the inconvenience caused. We see that our team is currently working with the bike shop to have the bike and accessories returned, you will also be receiving a full refund back to your payment method. We hope you give us another chance in the future to make this right for you. If you have any other questions, please don't hesitate to reach out to our team at - *********************.

  Customer Answer

  Date: 08/13/2022

   
  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:08/02/2022

  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 a rover 6+. Have had for almost 2 weeks and all I can do with it is look at it. The battery is no good. I have called 4 times and only got through 1 of the times after about 3hrs. Went through their process of sending videos and pics of everything they ask for. One person emailed me last Friday asking to schedule a time to talk. Emailed back when I could talk no response at all sense. I need some to talk to me let me know what's going on. It's the bike that's rated #1 not their customer service. This not how you run a business period.

  

  Business Response

  Date: 08/04/2022

  Hi **** - We're so sorry to hear about your experience and truly want to make this right for you. Since this is our busy season, our Product Support team is experiencing a high volume of help requests and calls. We see that a senior agent from our Product Support team recently issued a refund back to your payment method for the Semi-Integrated Battery, as this is has been approved to be covered under your warranty. If you have any questions, we suggest to continue the conversation with them for the quickest resolution.

  Customer Answer

  Date: 08/04/2022

   
  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:07/30/2022

  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.

  Purchased a Rad Expand 5 May 16 2022. With less than a 100 miles on the bike I noticed the wiress were frayed which is probably why the computer acted strangely from the beginning. On June 29 2022 I wrote them and they shipped our a new wire harness to install. That did not work. Waited weeks for that. They then sent a controller which also did not work. I've sent multiple videos documenting all.. I wrote to them requesting an exchange and they are now sending a 3rd part.. it's been over a month without a bike that I purchased along with my girlfriends purchase totalling over $4,000. The customer service has been terrible.. servers down, coincidental phone disconnect after hours of waiting online. Before they sent out the 3rd part I requested an exchange for a non defective bike. It is not my responsibility to rebuild a defective bike that was defective from the get go. I am still requesting a replacement and if it's not done in a very timely manner, a refund. I bought from them because at that time their reviews were decent but I've since seen they've went down in every way from wait time to service. I do not want to hear that the bike will take months to get here due to production issues.. if that's the case send a box for the return and refund in full. I've tried everything. Only s new bike or refund will be acceptable. The bike is under warranty as well. Please do not respond with your boiler plate responses I see here.. they will not be accepted.

  

  Business Response

  Date: 08/02/2022

  Hi Ed * We're truly sorry to hear about your experience. We totally understand your frustration and do want to make this right for you. We see that you are currently working with a senior agent from our Product Support team to get an appointment set up with our ****************** team to get the replacement parts installed under your warranty. We hope to get you riding as soon as possible. We're sorry it took so long to remedy this situation. Please, don't hesitate to continue the conversation with our team if any other issues arise.

  Customer Answer

  Date: 08/08/2022

   
  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.
  

  Update: thank you to Radpower Bikes. *****, a local ********** mobile Radpower repair tech came by our house and was able to fix the bike. He was very friendly and knowledgeable. We chatted and he was able to replace two parts and get the bike running again. He test rode it too.

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