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:01/21/2024

  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 have a disability and wanted to move out of my Rad Rover 6 and get the step through. Last weekend they had it on sale for $1,199.00 and I wanted to buy one, I had a few questions first, so I called on Friday and no one answered the phone (3x). I left a message and did the same thing on Saturday (3x). I called several times on Monday and again no one answered the phone or called back. To this day after calling every day no one has called back. When I bought my first bike they were fun to work with. My family has bought 8 bikes over the last few years, but I hear nothing but complaints about the company not the bikes. I'm told they grew to fast and are having money issues. Did they or are they going under.***

  

  Business Response

  Date: 01/22/2024

  Hi! 

  We apologize for the delays in getting through to our support team. We value your time and understand the frustration that *** have resulted from this, and we extend our sincerest apologies.
  
  For assistance, you can click the "We're online" button at the bottom of the Customer Support Page in our *********** or call us at *************. Live Chat and phones are available Mon-Fri: 9 am-3 pm PST. You *** also email us anytime at ********************************** and a member of our support team will contact you back via email in the order received. 

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21175909
  
  I am rejecting this response because of the response they sent me. They admit the phones were down and that I should have known to use Chat or email. I called yesterday and told her my complaint, she said she would see if she could extend the sales price to me and would call back. She called back a short time later, it only rang once and no one was on the other end. I went to caller I.D. and called the number back. She just wanted to let me know she had sent me this email.

  ***,
  Thank you for taking the time to reach out to Rad Power Bikes and for being  a part of the community! I did try to reach out phone, but was unable to connect with you so wanted to make sure I followed up regarding the Rad Rover Flash Sale. 
  Unfortunately, we are unable to honor pricing for the Rad Rover 6 Plus Step Thru as the sale has ended. Although we were not available through calls, we were here to support you through chat and email. 
  I do apologize for any inconvenience, ***! 
  Please do not hesitate to reach out if you have any additional questions or if we can be of further assistance.
  Have a great day and thank you for riding Rad! 
  
  Chantel 
  Rad Power Bikes Customer Support
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/13/2024

  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 purchased a Rad Power Bike 12/1/2021. The bike came with 1 year warranty that expired on 12/1/ 2022. October of 2023 I noticed that my front tire on my Rad bike was shimming when was riding it and when I hit the brakes. I then tighten the front tire and continued to ride the bike, but the front wheel continued to shimmy, and the front wheel became lose again. I then started to research on the internet how to fix it, but I found thousands of customers that are having the same issue. I found lawsuits from people who were injured, and one young boy even killed due to the same problem. On 11/15/2023 I emailed Rad and asked them to make this right and repair my bike since it was a known safety issue. They responded with "no because it's out of warranty". After the holidays I emailed Rad customer service again on 1/13/2024 and asked to make this right and repair my bike as this is a known safety issue. Once again they said no because it was out of warranty. This should be a recall repair similar to the auto industry sense it's a well-known safety issue. I am not asking to buy my bike back but only to make good on the safety repair. My Ebike has been sitting since I noticed this safety issue. I am requesting that Rad covet the cost of the safety repair.

  

  Business Response

  Date: 01/16/2024

  Hi!

  As an industry innovator and leader in ebikes, Rad Power Bikes holds the safety of our riders as our top priority.  We want to assure you that our commitment to providing high-quality electric bikes and unrivaled customer support remains unwavering. This includes the disc brakes and quick-release mechanism, which have been standard in the industry for many years and used on millions of bikes.
  
  Your bike is no longer under warranty as of December 01, 2022. Given that your bike is over a year outside of its warranty period, we're not able to cover any service charges or repairs to your bike. If you are concerned about the safety and reliability of your bike, it's definitely a good idea to take it in for an inspection at one of our authorized service centers. Should there be any issues noted upon inspection, our team is more than happy to work with you to get these parts shipped out to you so that you can feel safe riding your bike. 

  We have followed up with you in support case 476362795258 as well if you have any additional questions. 
  
  

  Customer Answer

  Date: 01/16/2024

   
  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 still believe they have a known safety issue as there are many complaints similar on the internet with Rab about the front wheel not staying tight or even coming off the bike. I have hired a bike mechanic who will repair the bike at my cost. I don't have time to go back and forth with Rad Bikes for a $200 repair. I hope the BBB tracks the number of complaints made against Rad. Thank you and yes please close this case. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/02/2024

  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.

  Date of Purchase - Ordered June 29, 2022 Amount Paid - $4,350.80 Business committed to provide - 2 RadCity 5 ************* Commuter Bikes and Phone Mounts The dispute is the continued inability to use the bike in the intended manner since the Controller does not work and the derailed is out of alignment. The lack of customer service, delayed responses, parts out of stock, and overall lack of usability of the products.After 18 months, the company still has not resolved the problem - even "talking" / emailing with SEVEN different support techs. Purchase Order # ****** and ****** Problem tracking numbers - 7/09/2022 Email Comm Error - #******* 7/09/2022 Email wire management cover broken ******* and #******* , Chat ##******** Resolution Requested - COMPLETE and TOTAL REFUND of purchase price, RAD to send materials to return nonfunctioning bikes at their expense.

  

  Business Response

  Date: 01/04/2024

  We appreciate you bringing your concerns to our attention and apologize for the inconvenience you've faced with your RadCity 5 Plus bikes. We've thoroughly reviewed your case and taken steps to address the issues you've encountered.
  
  Firstly, we appreciate your patience with our team and acknowledge the length of time it has taken to resolve the issues you've experienced. To make this right, our team has reached out to you directly to offer a solution, and we're committed to resolving these matters. 
  
  However, as per our records, your purchase was made on June 29, 2022, and our standard refund window is 30 days. Regrettably, we are unable to issue a refund due to the expired timeline for the refund/return eligibility period.
  
  It is also important to note your warranty expired on July 03, 2023. Additionally, routine maintenance adjustments, such as derailleur alignments, typically fall outside the scope of warranty coverage. Regardless, to show that we stand behind our products, we've made an exception for your case, and are happy to extend warranty labor coverage for this issue. Your warranty labor code is RWAC470185952890.
  
  We want you to have a bike that is safe and fun to ride for many years to come, and are confident we can get your bikes back up and running as soon as possible. Please let us know if you have any other questions, comments or concerns. 
  
  Thank you for being a Rad customer!  
  
  

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21085168
  
  I am rejecting this response because: While an effort has been made by RAD to fix the bikes, the attempted repairs with the 3 party will not take place until 1/19/2024. Until such time as the repairs are completed and the bikes are in working order for a minimum of 6 months, this complaint should remain open.  If 3 controllers have not fixed the problem so far, the confidence that a 4th or 5th install is unfavorable.  Sustaining a reliable $2000 product for more than a week must be demonstrated before this is considered resolved. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/28/2023

  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.

  TRhe accelerator is not working properly, and it is a NEW Rad Runner 2 bike purchased in late Sept receipt was submitted as *** attachment to this complaint.Bought bike on Sept 18 2023 including purchase of the warranty (order $#*******--******* ) . The accelerator does not work properly and it is dangerous to use Rad has not authorized an appointment so that specialist can look at it under the warranty-- i am being forced to pay for the repair of the malfunction because *** refuses to authorize an appointment with the vendor they use on the warranty issues (Velofix) . Warranty cost $119 ( # A7 SGEBK-1y 39404272418912). I dont have a choice.

  

  Business Response

  Date: 12/31/2023

  Hi!

  We apologize for the issue that you are experiencing with your bike. We value your time and understand the frustration that *** have resulted from this, and we extend our sincerest apologies.
  

  Troubleshooting charges and labor are not covered under your warranty, we apologize. Please review our warranty terms here: 

  *****************************************************

  Please work with our support reps in Case 474945047277 to get the video documentation they requested to troubleshoot your issue so that we can assist. 

  Please reach out in your support email for any additional questions. Thank you so much for your patience! 

   

  Customer Answer

  Date: 12/31/2023

  The video was provided by their Vendor who came ot the house to inspect bike once I agree to pay for the visit. The policy of Rad puts customers at risk since it is not easy or safe to take a video of  a moving ebike. They should revisit their safety policies as related to the warranty.  This warranty requirement of RAD makes little sense and at minimum, Rad should go out f its way to highight via a DISLCOSURE that  this unusual and seemingly unnecessary requirement  exists (and not leave it for the small print). This highlighted notice should be at the at the time the consumer purchases the warranty, which costs hundreds of dollars, depending on the term purchased.

  For one I am so happy that ***** ********** do not  require me to take a picture of any warranty claim. Instead that info is orivided by the repair vendor.  For most of  us consumers who purchase and rely on warranties, the video requirement  would be unexpected, and since multiple types of claims would require a video of a moving ebike, can be  unsafe and is  riskier than productive. 

• Initial Complaint

  Date:12/28/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a complaint with *** Powerbikes and received their invoice #D328533 three months ago regarding a controller failure on the *** City 5 bike. The email was prompting me to complete the purchase (which was for $0 because of the failure.) I have never been able to complete purchase. It keeps saying that something went wrong and this invoice is not available. *** tried several times to get this part ordered.On top of this, when we call, we are told the part is backordered. Its been three months!! This is ridiculous!! Now when I tried to email them again, I get a response that says this mailbox is no longer being monitored. I asksd to speak with a manager or someone from corporate. This part stopped working months ago. My husband is unable to use the bike. The reason he bought the bike is because he has a bad knee. So this thing is useless. And these bikes are not cheap!!!i told them to send a new part, OR authorize us to take this bike back to the Rad store in ******** and get a new one, OR send us our $2000 back!!This is just bad business and Im tired of getting the brush off. When trying to get someone live, Im just met with we are experienced high volume and response time is long. Again, its been 3 months. Please help us.

  

  Business Response

  Date: 12/31/2023

  Hi! 

  We apologize for the delays in getting your controller shipped to you. We value your time and understand the frustration that *** have resulted from this, and we extend our sincerest apologies.
  
  We do see that order 1235931 for your controller has been successfully completed and has shipped. Your ***** tracking is 788676050312. 

  If you have any additional questions, please respond within your support case 468826897197. Thank you so much for your patience! 
  

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21063871
  
  I am rejecting this response because:

  I still have not received the replacement part. I need to have the part and make sure there are instructions to install myself and test it to make sure it functions properly.

  I would like a time extension to make sure we actually receive the part and it functions properly so we are satisfied.

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

  Customer Answer

  Date: 01/10/2024

  Hello. We received the necessary controller WITHOUT instructions or tools needed to assemble. We finally received an email with instructions. We had to get tools for assembly. We have been trying to put this controller in since yesterday. It is EXTREMELY complicated. The bracket that we are supposed to attach to the back of the controller, made it impossible to s**** in the bolts. The grommet that the cables pass through is very rigid and there was no instructions that help with a remedy, so we ended up softening it with a blow dryer. The cable to the new controller makes it difficult to reattach the battery connectors. We havent been able to figure it out. We will try the blow dryer again. Also it is a very tight area to work in.

  In short, unless you have the proper tools, equipment, work station, and child-sized hands it is an extremely difficult job to replace the controller. We havent been able to complete the replacement yet. I dont know what else to say. 

• Initial Complaint

  Date:12/18/2023

  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.

  They made me send different videos and pics 10 times and must have spoke to atleast 5 different customer representatives and later telling me warranty is expired and said battery it was shorted. Please check all the other complaints about their batteries. They have serious issues. No help and they will just waste your time and find a reason to just decline. Just ************************** Stay away!

  

  Business Response

  Date: 12/19/2023

  Dear ******: 
  
  Thank you so much for your feedback! 
  
  We sincerely apologize for the inconvenience you've experienced. We understand your frustration and regret any misunderstanding regarding your warranty and the diagnosis of your battery issue. Our commitment to providing unrivaled customer service includes a thorough inspection process, which often involves requesting video and photo documentation to ensure accurate troubleshooting.
  
  Please know that we have thoroughly reviewed your case history. Regrettably, your warranty expired on October 31, 2023. We've also noted that a battery replacement was issued under warranty earlier last year.
  
  Regarding your battery issue, our team has demonstrated their willingness to assist. However, after careful examination, it was determined that the battery had unfortunately short-circuited due to metal contact with your battery's charge port, as evidenced in your photo documentation. This type of damage is not covered under warranty. We empathize with the inconvenience this has caused and are truly sorry for the disappointment it may have brought. 
  
  While we acknowledge your concerns, our request for video and photo documentation is a standard part of our troubleshooting process. This helps us accurately diagnose issues and ensure that the correct parts are replaced, regardless of the warranty status.
  
  Your feedback is valuable to us, and we take every customer concern seriously. We apologize if we've fallen short of meeting your expectations. We'll continue to assess and improve our processes to enhance the overall customer experience.
  
  Should you be interested in a battery replacement, our team has noted your account that you are eligible for a $100 discount on your next battery order. Please don't hesitate to reach out if you would like to utilize this discount on a new battery. 
  
  We genuinely appreciate your support and understanding. If you have any further questions or need assistance, please don't hesitate to contact us. We remain committed to assisting our customers to the best of our ability.
  
  Thank you for being a Rad customer!  
  

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21024188
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 01/05/2024

  Here is more info not sure why you didnot receive it. I have attached the pic as well, do you see any misuse? They have so many complaints against them and their batteries are dud request you to check the many complaints against this seller and help us with a resolution. I told them I have never touched the key or any metal component to battery it's just fading from putting the charger cable in and out you know it, when it is shorted it has burnt marks or black, you are just making excuses for not to send me replacement. You all know very well your batteries are very faulty. Please research it's not been 1 year the battery you sent with your original bike was also faulty and then you sent a replacement and took over 2 months for me to get replacement you should have the tracking number 587556748830 which *** himself mistakenly sent, it was delivered to me Dec 19 2022. I reached out to you guys first on Nov 28 2022 and getting a run around since then. Everything is in the email thread below. Why was I not told before and how can you use original date when I could not even use the ebike. I received the replacement battery on Dec 19 2022 before then I was not even able to use my bike. Also my ebike only has 100 miles on it and I must have charged the battery less than 3 - 4 times **** so how can your batteries die so soon?

• Initial Complaint

  Date:12/11/2023

  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.

  Rad Power Bikes has failed to honor its warranty and timely send needed parts to fix our RadRunner2, purchased last summer. The bike stopped working in mid-November. Because we already had been given the runaround by Rad Power when the bike broke down before (and we had to pay out of pocket to fix it even though it was under warranty), we immediately worked with ******* to diagnose the problem. They came out on 11/19 and offered to help ******* through our warranty claim, which I made via email and on the Rad Power Bike website via chat on 11/20 . I provided all necessary information. After back and forth, and Velofix chiming in to assist, Rad Power agreed to send 2 parts that could potentially solve the problem. On November 22, I received a message that a "Label [was] Created" for Fed Ex and I was given a tracking number and delivery date of Nov. 24. We waited and when the Label Created stage never changed, we repeatedly asked Rad Power Bike to check on the order. They refused over and over for two weeks. (Fed Ex says to follow up with the seller if even just 2-3 days go by without getting past the "Label Created" stage). IT TOOK TWO WEEKS JUST FOR RAD POWER to even look into this Order! When they finally did, they promised to re-send the parts, and said they would file a complaint against Fed Ex. But they took NO RESPONSIBILITY and said it would take 3-5 days just to re-fill the order and they had no idea when it would be delivered. No products that I've EVER ordered from any other company, including over holidays, has EVER TAKEN THIS LONG! We also STILL have NO EVIDENCE THAT ANY PARTS have EVER ACTUALLY been sent or re-sent. We get only excuses, but I don't think Rad Power actually has spare parts or can meets warranty promises. The bike is critical to our family's transportation needs and we were ******** proponents-- but not anymore. I want to return the bike and get a full refund (or a TIMELY fix). The bike is useless and we get no real support from RPB.

  

  Business Response

  Date: 12/16/2023

  To Whom It May ************************* ID:  ********
  Order: *******
  Customer: *****************************

  Dear *******, 
  
  Thank you for reaching out about the status of your replacement wiring harness and LED display from order number *******. Our records show these items have been delivered as of December 14, 2023. 
  
  A screenshot showing proof of delivery as well your order status page have been attached. 
  
  Please accept our sincerest apologies for any frustration caused by the delayed fulfillment of your order but are pleased to see that they been delivered.
  
  Please don't hesitate to reach out to our team if you need any other assistance! You have our commitment to help get your RadRunner 2 back up and running. 
  
  Thank you for being a Rad customer!  

• Initial Complaint

  Date:12/09/2023

  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 radpower 5. It has very low miles. It won't charge. I contacted company, they told me controller is bad and I need to purchase another one. 1) part is not available and hasn't been for months 2) the process to change the controller(if I had the part) is completed insane. 3) bike has ver low miles. *** controller should not go out

  

  Business Response

  Date: 12/16/2023

  Complaint ID: ********
  Customer(s): ******** and *************************

  ********************* and ***, 
  
  We appreciate your inquiry and your concerns about the replacement of your RadCity 5 Plus controller. 
  
  To get your bike back up and running, we have created a replacement order to ship out a controller and wiring harness replacement for your RadCity 5 Plus ST. However, it is important to note that this is a one-time customer courtesy, and we will not be able to cover the cost of any additional replacement parts for your bike.
  
  These parts are out of stock at our warehouse, so we are working with our retail service centers to test and ship out a controller and wiring harness replacement for you. This may take longer than our standard shipping timeframe, which is usually 3-5 business days. As there are some additional steps involved, a more realistic timeframe in which we will ship these parts out to you is **** business days. 
  
  Your order number is 1232430. 
  
  You will receive a shipping update email when the order departs our warehouse complete with a tracking number so you can follow along with the progress of your shipment once it departs our retail service center. 
  
  If you do not feel comfortable replacing these parts, we recommend reaching out to a local bike shop near you for assistance with installation. A list of authorized service centers near you can be found here: ********************************************************. Be sure to search by your city or zip code for the most accurate results. 
  
  While we strive to provide high-quality components, there can be several reasons why a bike's controller might need replacement earlier in its lifespan than expected. 
  
  Controllers can be exposed to vibrations, temperature fluctuations, and electrical stress, which can contribute to their degradation.
  
  Additionally, water ingress or exposure to moisture, even in seemingly safe locations, can lead to corrosion and malfunction. Furthermore, electrical overloads due to wattage fluctuations can also play a role in controller failure.
  
  To ensure the longevity of your bike's controller, it's essential to follow proper maintenance guidelines, keep it protected from extreme environmental conditions, and periodically inspect it for any signs of damage or irregularities. Regular maintenance can significantly extend the lifespan of the controller and enhance the overall performance of your bike.
  
  If you encounter any issues or have further concerns, our Customer Support team is here to assist you in finding the best solution for your RadCity 5 Plus. 
  
  Thank you for being a Rad customer! 

• Initial Complaint

  Date:12/08/2023

  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 bought a Radwagon 4 july 20 2022 shortly after buying was issued a stop riding notice due to tire failure. It took 6 months to get this fixed. June 2023 my rear tire assemble failed was told it was warranty. Since june 2023 I have been getting the run around to get parts to fix this issue. Dec 8 2023 I contact them and still nothing but saying don't know if they can get part to saying they stopped making parts for the bike since tire recall. Rad Power Bikes continue to sell the bike clearly knowing that they are unable to get parts for. I bought this bike due to becoming sick and not able to drive anymore. If I had known that I could not get parts for a brand new bike I would have never bought a bike from Rad Power Bikes.

  

  Business Response

  Date: 12/16/2023

  To Whom It May ************************* ID: ********
  Order: 30-157042
  Customer: ********************
  
  We sincerely apologize for the frustration and inconvenience you've experienced due to the delays in resolving the issues with your RadWagon 4. We completely understand the importance of having a reliable bike, especially in your situation, and we regret that our supply chain constraints have caused such a prolonged inconvenience.
  
  Please accept our heartfelt apologies for the extended wait for the rear wheel assembly. Our team has been diligently working to restock the required parts, but unforeseen challenges in the supply chain have led to unexpected delays. We genuinely appreciate your patience during this time
  
  To compensate for the considerable wait you've endured, we will be extending the warranty for your RadWagon 4 until March 1, ****. As soon as the rear wheel assembly becomes available, we will ship it out to you with no further action needed on your behalf. Our commitment remains to resolve this matter as soon as your rear wheel assembly is back in stock. 
  
  We truly value your trust and loyalty as a Rad Power Bikes customer and sincerely apologize for any frustration caused. Your satisfaction is of the utmost importance to us, and we'll do everything in our capacity to rectify this situation.
  
  Thank you for your understanding and patience. Should you have any further concerns or require updates, please don't hesitate to reach out to our team.
  
  Thank you for being a Rad customer!  

  Customer Answer

  Date: 12/16/2023

  Still has not been solved Rad extended warranty till march **** that is pointless as still cannot get part so extending warranty is useless. *** says they still are unable to get parts for this bike as supply issues but continue to sell this bike knowing they cannot get parts. Rad is all about selling bikes but could care less about their current customers that are stuck with these broken down bikes as they cannot get parts.

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20980949
  
  I am rejecting this response because: Still no word on parts 6 months waiting is horrible. *** continues to sell this bike but is not able to supply parts. If they are selling the bike still they are getting parts from somewhere to build this bike. Extending warranty till march is no help as I do not have parts.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/06/2023

  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.

  My transaction with RAD bikes has been a nightmare due to the logistical mismatch that the company employs. On the 23rd of November, 2023, I placed an order for 4 accessories and a RadRunner 2 Electric Utility Bike. After noticing that I did not get the proper discount for one of the accessories (50% off) and a discount for recent college graduates, I figured I should do something before the order gets shipped out. There is no automated way of self-servicing the orders made to RAD. ***'s website states that employees are available for a live chat from 9:00 AM to 3:00 PM M-F. Because it was a Saturday, I called the Berkeley store and spoke with an employee who was unable to assist me with this inquiry. When I asked if he could transfer me to an employee with the proper credentials, he stated he was unable to alter orders and could not transfer me to a person with the ability to rectify the situation. The employee confidently reported to me that I could still open a chat online, but was unaware that it was not possible on a Saturday to do so. After the frustrating phone call, I wrote an email requesting that my order be cancelled as the shipping was not completed. When I received a response, this was 5 days later stating that orders cannot be modified or cancelled after being made, and that I would have to refuse the shipment from the courier upon delivery. I have returned the courier's call and wanted to inform him that I do not intend on picking up the shipment and have cancelled my order as my credit card company is aware. I do not want to continue to dispute the hefty charge of $1684.81 on my account. I have only received 2 of the accessories but am dealing with the nightmare of returning the products.Never in my life have I had to jump through so many hoops to simply cancel an order before the items were shipped out. I want an entire refund and shipping labels paid for to return this bike that should have never been sent out in the first place.

  

  Business Response

  Date: 12/13/2023

  To Whom It May ************************* ID: ********
  Order: 1221864
  Customer: ********************
  
  Dear *****,
  
  We sincerely apologize for the inconvenience you've encountered with your recent order. We deeply regret the confusion and frustration you've experienced and would like to address your concerns promptly.
  
  Our Customer Support team operates Monday through Friday, and inquiries received outside these hours are typically addressed on the next business day. We regret the inconvenience caused by the limited service availability during non-business hours.
  
  Upon reviewing your case, we understand your desire to rectify the order before it was shipped. However, our terms of purchase clearly state that orders cannot be modified or canceled once fulfillment begins. To expedite holiday orders, our warehouse initiates the fulfillment process within 2 hours of order placement. We understand your concern regarding the discount application and the recent graduate discount. Still, once the fulfillment process begins, we are unable to alter the order due to our operational procedures.
  
  We are deeply concerned about the active chargeback filed for your order. Unfortunately, while this dispute remains unresolved, our merchant account prohibits us from issuing any refunds. A chargeback dispute can take up to 120 days to resolve, and during this period, our hands are tied regarding providing further sales or support - including refunds. If you wish to expedite the resolution, withdrawing the chargeback will allow us to refund you once we have received notification that your bike has been returned to our warehouse.
  
  We are committed to resolving this issue at the earliest date possible and are more than willing to assist you. However, per our terms of purchase and warranty, a chargeback dispute restricts us from providing further assistance until the dispute is resolved.
  
  We empathize with your situation and the desire for a speedy resolution is a shared goal. We ask that you consider withdrawing your chargeback so that we can initiate the refund process, and provide you with the necessary sales and support assistance afterwards. We genuinely want to ensure your satisfaction and resolve this matter as soon as possible.
  
  Guidance for chargeback withdrawal has been provided via email in case ID ************ and our Payments team awaits your response. 
  
  For further assistance or clarification, please feel free to contact our Customer Support team via email at ********************************** or by Live Chat Monday through Friday from 8AM to 3PM PST at support.radpowerbikes.com.
  
  Thank you for being a Rad customer!