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: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 wires 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. Videos attached that I've previously sent to them

  

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

• Initial Complaint

  Date:07/29/2022

  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.

  Purchase new Ebike from Rad Power Bikes, item received inoperable/defective/damaged.

  

  Business Response

  Date: 08/02/2022

  Hi ****** - We're so sorry to hear about your experience and truly understand your frustration. We see that a senior agent from our Product Support team recently reached out via email requesting additional information to process a return for your current ebike. We suggest continuing the conversation with them for the quickest resolution and updates on this issue. Thank you for all your patience.

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an e-bike on 3/20. It normally would have taken a few weeks for shipping, but they had a bike available locally, that should have been my first red flag. Within 150 miles of riding the bike I noticed the front tire wobbles. When Velofix did the 150 mile tune up on the bike, the technician said it is an imperfection in the tire. Unfortunately, bike tires can't be balanced like a car tire. Around July 4, I was riding the bike and the motor stopped working. I scheduled a call with Velofix, and on the appointment two weeks later was told I needed a new wiring harness and controller. It took forever to get a hold of Rad on the days following. After finally getting a hold of an agent I was told the controller for my bike is on back order, with no date for when it will arrive. The rep found the parts at a Rad pop-up store locally. It took a friend three visits to the store, the other two times the store wasn't open. The guy verified the type of bike I had, and it was already in the Zendesk ticket he was looking at. When Velofix came to fix the bike on 7/27, I was told I was given the wrong controller. I tried calling Rad that same day and waited 90 minutes on hold to talk to an agent and I finally hung up. Today I waited 25 minutes to be told I have to take it up with the store. I paid $2318.52 for a bike I was able to ride for about three months, and now doesnt work and the company doesnt want to do anything to help. I feel like I was scammed!

  

  Business Response

  Date: 08/02/2022

  Hi ***** We're sorry to hear about your experience and want to make this right for you. We see that a senior agent from our Product Support team recently reached out via email with the option to return your current ebike or order the correct replacement parts. They are currently waiting for confirmation from you. We suggest continuing the conversation with our team for the quickest resolution and updates. We are eager to get you back *************. Thank you for all of your patience.

• Initial Complaint

  Date:07/27/2022

  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.

  My wife and I purchased a couple of e-bikes from this business within the last four months. We have had nothing but issues with our bikes since then and needed to call customer support several times. Every time we call it takes roughly an hour before someone answers. There is even a callback option I've used a couple of times in which no support representative ever calls back. Good luck using the online support request because that never works either. Have tried that a couple of times but again nobody responds.Our latest issue is with an accessory order. We ordered some replacement inner tubes along with a new tire and rear rack for one of the bikes (order #******). The rear rack was never shipped and instead we received a front basket. I called in again and had to wait the typical hour or so before anyone answered. When I finally talked to someone we went through another long wait to process a return. During that time I was told the rear rack would be shipped and we would receive a discount due to the trouble. Well that never happened. Instead the return was processed and a refund was issued. This is not what we wanted so I tried to call back again today. I can't get through now as there is a busy signal on the line.We are incredibly frustrated with the experience we've had since purchasing these bikes. There simply has been one problem after another and takes an incredible amount of time to deal with each issue. Ideally we would like to have no more issues and get correct parts delivered when we order them. However I am doubting this will happen based on previous experiences.If nothing else we would like for other potential customers to be aware of these issues and know what to expect if they deal with this company.

  

  Business Response

  Date: 07/28/2022

  Hi ***** - We're so sorry to hear about your experience and truly want to make this right for you. Since it's our busy season, our team is experiencing a very high volume of help requests and calls. 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.

  Customer Answer

  Date: 07/28/2022

   
  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:07/21/2022

  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.

  We bought a Rad City bike in April 2021 for $1500. After assembling it did not work and after repeated conversations with Rad Bikes and extensive hold times and dropped calls we had various parts shipped to us which we replaced on the bike. The bike still did not work and after 6 months we finally had a mobile Rad person come to our house and address the numerous problems on the bike. We were finally able to ride it in August 2021 - many months after purchasing it. We have only ridden it for about 100 miles and now the battery no longer charges the bike. After endless calls and waiting for hours on end for a person to talk to we have been told we need a new battery which will cost us $600. (1/3 of the cost of the bike). The 'supervisor' has denied our requests for a warranty replacement without taking into consideration that we were unable to use the bike for 6 months due to defective parts at the onset. The 'supervisor' will not talk to us but talks through a 'lower agent!). We have requested numerous call backs and they never happen so we remain helpless and disgusted by such 'dreadful customer service". This company does not stand by its products.

  

  Business Response

  Date: 08/17/2022

  Hi *****- We appreciate your patience while our Product Support team is currently working through a high volume of calls and emails due to summer season. We definitely want to make this right and take care of you. We see that an agent from our team recently placed an order for a replacement battery under the warranty, which is estimated to be delivered Thursday, August 18. If any issues continue upon receiving the battery, please don't hesitate to reach out to our team via radpowerbikes.com/support.

  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.
  
  *************************************************

• Initial Complaint

  Date:07/18/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  New Rad Rover Plus High Step ebike with less than 35 miles on the bike has started making a loud grinding noise when using the throttle and pedal assist at higher settings. I have filed a complaint with Rad via email. Responses are delayed by several days and are very generic in nature not seeming to respond to my actual complaint. The first email asked for video or photos which I then provided a video of my husband riding the bike and demonstrating the issue. The response to that email was several days later asking for a video and recommending I do the basic steps recommended on their website troubleshooting. I responded that I had sent a video and description of the problem and had walked through all of the steps to troubleshoot. I have not yet received a response. We tried calling this evening and we were left on hold for 1 hour and 20 minutes after which we had to hang up. Its clear there is a motor issue and no one is willing to do anything meaningful to help.

  

  Business Response

  Date: 07/20/2022

  Hi ******* - We're sorry to hear about your experience and appreciate your patience during our busy season. Reviewing your ticket, we do see that an agent from our Product Support team recently placed an order for the rear wheel including the motor, and sent information for approved professional labor. If you have any other questions, we suggest to continue the conversation with our team. We definitely want to get you back ************* quickly!