Business Profile

Electric Bike and Scooters

Rad Power Bikes Inc.

Complaints

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

Customer Complaints Summary

361 total complaints in the last 3 years.
18 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/05/2023
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.
On October 2, 2023, I discovered that Rad does not provide customer service over the phone, which is unacceptable for individuals without a cell phone. After my front light malfunctioned, the tech team's recommendation of a night light proved ineffective. Resolving the issue required a visit to the ** store, where I was advised to purchase a new wire harness. Unfortunately, they sent me the wrong one, resulting in a loss of around $120. Despite expressing my concerns, I have not received any communication from them in the past three days. This has led to wasted time and an out-of-pocket expense of $60. As a busy dad and full-time engineer, I considered legal action but lack the time. I've decided to invest more for a superior bike and service, concluding my association with Rad due to their apparent disregard for customer satisfaction. I caution others to steer clear of this company.
Business Response
Date: 12/12/2023

Dear *****,

We sincerely apologize for the inconvenience and frustration you've experienced regarding your bike's headlight and the subsequent issues with our support process. It's regrettable that we couldn't meet your expectations during this situation.

As a follow-up to your concern, we want to inform you that a refund has been processed for your purchase of the wiring harness that was shipped out to you to resolve the issue with your headlight. We deeply regret the mix-up with the replacement part at our warehouse and the inconveniences it caused.

Furthermore, our team had set aside the correct wiring harness for you at our **************** location due to the warehouse error that resulted in you getting an incompatible wiring harness with your bike. This was explained when you reached out to our team on Friday, December 8th, and you had confirmed to us that you were interested in visiting our **************** store to pick up the correct part.

Regarding the warranty coverage, it appears that your warranty expired on July 17, 2021. Unfortunately, outside of the warranty period, parts replacements aren't covered. However, as a gesture of goodwill, we issued a refund for the part even though these parts are typically non-refundable outside of the aforementioned warranty period.

We were keen to ensure you received the correct part and reached out to you over the phone to confirm its availability at our **************** service center. Regrettably, during our call from our **************** service center, the conversation was cut off abruptly. Our intent was to facilitate the pickup of this part at no cost to you.

It appears a replacement order was created at no charge for you, as well. Our records show that this order number is 1229227. This order is available for pickup at no charge to you.

As such, it appears this issue has been resolved and no further follow up or action is necessary.

We truly value your feedback, and we want to assure you that your dissatisfaction doesn't reflect the service standards we aspire to maintain.

We understand the challenges of not having smartphone access and are available through email at *********************************** We encourage reaching out to us via email or Live Chat, which many of our customers find convenient. If you do not have access to a computer with an Internet connection, we recommend asking a friend/family member for assistance or to use a Public Library for computer access in the future.

We regret the circumstances that led to your decision to move on from our services and bike offerings. We genuinely appreciate your past association with Rad Power Bikes.

Please feel free to get in touch via email if there are any further concerns or if you require additional assistance. Your satisfaction remains our priority!

Thank you for being a Rad customer!

Customer Answer
Date: 12/13/2023

Complaint: 20964791

Subject: Unresolved Issues and ********************* Experience
I am dissatisfied with the resolution process for my recent concerns. Despite filing a complaint with the BBB and providing feedback online, visiting your HB store twice for incorrect parts, and facing delays in receiving responses through your support email, my issues remain unresolved. Management even rejected getting my part fix at their local HB store or with their 3rd party vendor Velofix. Regrettably, I have decided to discontinue any future business with your company.

Sincerely,

***********************
Initial Complaint
Date:12/04/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was on Rad Power Bikes web page considering their electric cargo tricycle when - suddenly - an order for it went through, and RadPower Bikes emailed me a confirmation code. I replied to the email to alert RadPower Bikes to this situation, particularly to make certain they knew NOT to charge my credit card, but I got an error message that the email address I replied to did not accept incoming email, and that I should click the link in the email to contact Customer Service.When I did, however, I reached Page Not Found.I found yet another email address for RadPower Bikes, and emailed my complaint there, but I got a canned, generic reply that said they were experiencing unusually high call volumes (another way of saying they were grossly understaffed!), and to answer all over again, the questions Id already answered.I answered their questions again.I also informed them I had disputed their charge on my credit card.I have yet to get their reply.Lastly, in reading RadPower Bikes customers complaints and reviews on BBB, it appears RadPower Bikes is notable for their glacially slow response times.
Business Response
Date: 12/06/2023
To Whom It May ************************* ID: ********
Order: *******
Customer: ****************************;

We've responded to the customer's inquiry with the following ticket number: ************. We are awaiting their reply. A refund has been issued for the RadTrike since it has not shipped out from our warehouse and was removed from the customer's order. However, the items that are currently in transit to the customer will need to be returned for a credit to be issued. We have confirmed that due to the inadvertently-placed order, we will not deduct return shipping or restocking fees. The customer has been advised to reach out to our team once the remaining items from order ******* have been delivered.

A screenshot of our reply has been attached.

Thank you!
Customer Answer
Date: 12/15/2023
As of 12/15/2023, Rad Power Bikes has represented to me that they will settle this matter; nevertheless, it is still pending.
Business Response
Date: 12/19/2023
To Whom It May ************************* ID: ********
Order: *******
Customer: ***************************
This message is to confirm a refund in the amount of $127.33 has been processed to the payment method we have on file for ********************. A refund receipt has been attached, as well as our email confirming the same to the customer. This satisfies any outstanding balance owed to the customer for their inadvertent order and we consider the matter fully resolved to the customer's satisfaction.

Thank you!
Customer Answer
Date: 01/03/2024

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.

Sincerely,

***************************
Initial Complaint
Date:12/03/2023
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.
We had a problem with the controller on our bike which was under warranty. Contacted Rad and they said take the bike to a certified shop to have the work done. Ordered the part, had the repair done. *** said to bike shop for us to pay bill and then we should submit bill to them. That took place in early October. Have contacted Rad 3 times and have not heard back from them, eventhough I asked them to simply acknowledge that they have received my numerous emails and copy of the invoice we paid. It has been well over a month, if not more that we requested our reimbursement.
Business Response
Date: 12/06/2023
To Whom It May ************************* ID: ********
Order: 1072124
Customer: ************************

We've responded to the customer's inquiry with the following ticket number: ************ and are awaiting their reply with their preferred method of reimbursement for warranty labor charges.

Emails have been attached showing our correspondence history.

Thank you!
Initial Complaint
Date:11/29/2023
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.
The controller is bad~known as P.A.S.(peddle assist system) and faulty wiring harness. We took the bike to an authorized RAD DEALER 245 miles away from our home,Island Motor Bikes in ************ ** on November 20th. ***** spoke to a Rad Representative and was shipping parts now RAD replys to ***** on November 29th no parts available. We have a RAD 6 and RAD is still building that model. We have sent Rad emails as well as phone calls and number not in service. **** POOR CUSTOMER SERVICE. THIS IS NOT OUR FIRST PROBLEM WITH ***. We own 2 Rad bikes. WERE VERY UPSET CUSTOMERS. RADS TRANSACTION NUMBER *******. YOU CAN ALSO CONTACT ***** AT ISLAND BIKES ************
Business Response
Date: 12/07/2023
To Whom It May ************************* ID: ********
Order: 1027762
Customer: *************************;
This message is to confirm that we have shipped out the wiring harness and controller to Island Motorbikes. Your controller was delivered yesterday and your wiring harness has an estimated delivery date of December 11th, 2023.

Your tracking number is 774362495260.

We are confident that the issues noted with your RadRover 6 Plus will be resolved upon installation of these replacement parts. We thank you very much for your patience while we worked to get these parts replaced under warranty!

Please keep us posted on the status of your warranty claim once your parts have been installed. If there are any other bumps in the road, our team will be here to help!

Thank you for being a Rad customer!
Customer Answer
Date: 12/11/2023

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. Today I received the 2nd part.

**************************************************
Initial Complaint
Date:11/28/2023
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.
- Rad Power Bikes had a safety recall on the tires of our Rad Wagon e-bikes. Rad has only sent one replacement repair kit and we have two bikes. The recall was initiated back in Oct of 2022 by Rad bikes and we still do not have the replacement parts. We have lost over a years worth of use from our bikes because we told the bikes were not safe to ride. - Rad does not have a customer service line, we can only get a response via email, which can take weeks to get. - we spent in total over $5,000 on these bikes, which included seats for our young kids to enjoy all summer. Which we have not been able to do. We have had $5,000 worth of ******** sitting in our garage for over a year. - as a consumer, when a company voluntarily does a safety recall, advises you not to use their product, but then does offer a fix - it is very frustrating. they took our money and have provided no help serving their product failure.
Business Response
Date: 12/05/2023
Dear ******,

Thank you for contacting Rad Power Bikes~

Your patience has been greatly appreciated and we would to extend our sincerest apologies for the delayed fulfillment of your RadWagon repair kit. It appears that the order #******* that was placed on October 31st, 2023 for a second kit encountered an internal error that prevented it from shipping out as intended.

Your new order number is *******. This order has departed our warehouse and is on its way to you.

Your tracking number is ************, and while there is a minor delay on ******* end, it appears your order is estimated to be delivered tomorrow, December 6th, 2023.

Once your kit has been delivered, the code you will need to provide to the local bike shop of your choosing is RWACRW4465065087762. This code will allow us to reimburse you for the service charges related to installing your RadWagon 4 Repair Kit.

Please ask that the shop of your choice includes RWACRW4465065087762 on the invoice that will be sent to you once this repair is completed. We ask that you kindly send over a photo or PDF copy of the itemized receipt for this service charge as a response to this email.

For a list of service providers near you, please visit ******************************************************** and search by your city or zip code.

Alternatively, our **************** ************************ is located approx. 16 miles from the zip code we have on file for you. Our HB ************** team may be able to accommodate a walk-in appointment to get *********** kit installed at no charge to you.

Here is their information:

RadRetail - ****************
*****************************************************************************************************************
**************

Store Hours
Tues-Fri: 10:00 AM to 6:00 PM
Sat: 10:00 AM to 6:00 PM
Closed: Sunday and Monday

Please be advised, your warranty labor reimbursement code will only apply to the installation for your RadWagon Repair kit and we will reimburse you by refunding this charge to the payment method we have on file for you.

Please reach back out if you have any other questions or concerns about the RadWagon 4 repair kit and installation process. Your safety is our top priority and we are excited to get your second RadWagon 4 back on the road in the near future!

Thank you for being a Rad customer!
Customer Answer
Date: 12/13/2023
Hello BBB,
We received email communication from Rad Bikes approx. 1 week ago after my submission to BBB that a shipment has been processed to fulfill out repair kit.
We did receive the repair kit yesterday via mail.

thank you,
Initial Complaint
Date:11/28/2023
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.
Radbikes is unwilling to work with a customer on any order discrepancies. They do not have a contact number and do not respond to emails. It's too bad as their bikes are nice. I am willing to bet, the company is run by young liberals.
Business Response
Date: 12/04/2023
Hi!
Your feedback and satisfaction are of the utmost importance to us, and we sincerely apologize for the frustration and inconvenience you've experienced.

Upon reviewing your case, we understand the difficulty you encountered regarding the request to change the color for your bike order. Our policies, as outlined in our terms of purchase and during the checkout process, state that modifications to bike orders, specifically for different colors, are unfortunately not feasible once the order is placed. However, we certainly empathize with your disappointment in this regard.

We truly regret any dissatisfaction caused by this situation and understand your frustration with our policies. Our goal is always to provide unrivaled customer service for our riders and we apologize for missing the **** in your case.

The only viable solution at this time would be for the bike to be delivered as originally ordered. Upon receipt, you may opt to return the bike to us, and upon its successful return, we'll process a refund so you can place a new order for a RadRunner 2 in the color you desire.

Please know that your feedback has been shared with our team as we continually work to improve our services and policies for the benefit of our customers. We genuinely appreciate your patronage and regret if this experience has impacted your perception of our brand.

If there's anything further we can do to assist you or if you have additional questions, please do not hesitate to reach out!
Initial Complaint
Date:11/28/2023
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.
Cannot get deliver of parts (tire and tube) for my Rad bike
Business Response
Date: 12/01/2023
Dear ****,

Thank you for reaching out to H35353436***7333034H about your shipping concerns.

We truly apologize for any inconvenience caused by the shipping restrictions in your area with the postal code we have on file for you. We understand how disappointing this situation must be, and we're committed to assisting you as best we can.

Our carrier has certain restricted zones that prevent us from delivering to specific postal codes, including the one you're located in. We sincerely apologize for any frustration this has caused.

In an effort to offer an alternative solution, we suggest considering a friend or family member's address within an eligible shipping zone for your future orders. We understand that this change in our shipping areas may have evolved since your original bike order, and we apologize for any inconvenience it has caused.

Regarding your bike's tires and inner tubes, they are Kenda ***** 26" x 2.3" tires and 26" x 2.3" inner tubes. While we are unable to provide direct links to third-party sites, you may explore other online platforms where these specific parts might be available from non-Rad sources if you are unable to provide an friend or family member's address as an alternative.

If providing an different delivery address within our shipping zones is not feasible, we regret any inconvenience this situation may cause but we will be unable to assist with an order to the postal code we have on file for you.

Please feel free to reach out if you have any further questions or require additional assistance. Your satisfaction is important to us, and we're committed to helping you as much as possible within our capabilities.

Thank you for being a Rad customer!
Initial Complaint
Date:11/21/2023
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.
On August 8, my Rad Rover 6 Plus wouldn't H3335353737313634**35H on. I emailed Rad and they sent me a replacement controller and battery mount. I installed these parts and the bike H3335353737313634**35Hed on, but then there was an Error ** code on the display. The bike was still unusable. I contacted support again on August 27. There were several communications over the months and more replacement parts sent under warranty, none of which fixed the bike.I'm making this complaint because I still haven't received the *** display from Order #**-157388 made on September 29.I have reached out twice to get an ETA. The first time was on October 13 through live chat. They said they would contact the shipping team and get back to me by email. A few hours later, I instead got an email for another order (Order #**-158256) with the same *** display and remote as the previous one. I thought there was an issue with the first order and this was done to fix that, but I ended up receiving two remotes on October 24, one from each order. I contacted live chat again for the display's ETA, but the agent couldn't provide that.After another month now, I feel it's meaningless to contact support about this again. I've been very patient, but this is unacceptable for a company to leave its customers in the dark like this. The advertised "In-stock items are expected to ship within 4 business days" is very misleading when out-of-stock items take months to ship. Rad should communicate any delays to the customer.Sales promotions are everywhere online while existing customers like myself are sitting with unusable bikes waiting for replacement parts. Also, my battery has been at 100% since August 8 with no way to discharge it, possibly causing damage. I need this display to arrive before Winter so I can at least ride once more and safely discharge the battery to Rad's recommended 75% before storing. I would like it if I received two displays to honor the fact that there are still two pending orders for it on my account.
Business Response
Date: 11/29/2023
Dear ******,

Thank you for reaching out to H35353436393733**34H!

We sincerely apologize for the ongoing inconvenience you've experienced with your RadRover 6 Plus and the delays in receiving the necessary replacement parts. Your patience throughout this process is truly appreciated.

Our Vancouver team has confirmed the shipment of your UI display, associated with Order #**-157388, which is scheduled to be shipped out this week. Your tracking number is 7742**421097.
Please note that the tracking information will be updated once ***** scans the label into their system.

We understand the frustration caused by the prolonged wait and the multiple communications without resolution.

Our commitment to our riders is to communicate any delays promptly and transparently. We acknowledge that this aspect fell short in your case, and we're actively working to improve our processes to prevent similar occurrences in the future.

Regarding the battery concern you've raised, we highly recommend reaching out to our support team for guidance on safe battery usage practices while awaiting the display. Our team of friendly Customer Support agents will be happy to provide tips and how-tos to prolong the longevity of your battery.

Once again, we sincerely apologize for the inconvenience caused and appreciate your understanding.

Should you have any further questions or require additional assistance, please don't hesitate to contact us directly.

Thank you for being a Rad customer!
Customer Answer
Date: 12/05/2023

Complaint: 20903242

I am rejecting this response because:
Hi, I received the ** Display yesterday (December 4, 2023). I installed it along with the Remote as the live chat support advised, but the issue has still not been resolved. *** tried reseating all connections and also tried a mixture of original and replacement parts, but the issue remains the same. The display always shows Error 30 while the Remote shows a single flashing bar for the battery level, despite the battery being full. Nothing on the bike works except for the accessory ports (Rad USB adapters).

Since August 8, I have replaced the controller, battery mount, wiring harness, PAS sensor, Remote, and ** display under warranty.

I thank Rad for their response, but I dont think theres any value to continuing this back and forth of sending parts just to find out they wont work, especially since this takes a significantly long time.

The bike only has 500kms on it, but it is clearly defective and Ive lost confidence in dealing with the company any further.

However, I would be willing to accept that *** arranges for ******* to come out and get the bike working again, at no cost to me.

Otherwise, I would like to be refunded for the bike and all Rad accessories, seeing as they are all now unusable. I can provide a list of Order numbers and their costs if requested.

Sincerely,

Turker Donmez
Business Response
Date: 12/12/2023
Thank you for sharing your experience with us. We're genuinely sorry to hear about the ongoing troubles you've encountered with your bike. After reviewing the details, we understand your frustrations and the efforts you've made to resolve the Error 30 issue.

As of September 1, 2023, your bike was unfortunately out of warranty. Nonetheless, in goodwill, we've assisted by covering the costs of replacement parts despite being out of warranty in an effort to show you that we are committed to getting your bike back up and running.

Regarding the request for **************** we're unable to directly coordinate their visit. However, should you choose to arrange a Velofix visit to diagnose the bike's issues, we'll gladly provide an invoice for the necessary replacement parts required to rectify the situation.

Error 30 typically points to a general communication problem rather than a faulty bike. This error code usually stems from a loose or corrupted connection with the electronic components on your bike.

Unfortunately, due to the considerable time elapsed and distance covered (500km), we can't authorize a return or refund. Our return policy permits refunds within 30 days of purchase, with the bike having less than 20 miles (32km) on the odometer.

While a return or refund isn't feasible due to these policy constraints, we're committed to troubleshooting the issue and providing replacement parts as needed to address the problem. Your feedback is crucial, and we aim to restore your confidence in us.

Please let us know if you wish to proceed with arranging *************** or if there are alternative troubleshooting steps we can assist you with. We're here to ensure your bike functions at its best.

Thank you for being a Rad customer!
Initial Complaint
Date:11/16/2023
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 RadCity Five 5+ ebike in November 2022.($2138.93)P.O. ***** Rad repair claim number#******** In July 2023 it started not working, Pedal assist and power to motor was intermittent, then stopped working completely.Initially Rad was responsive and sent some replacement parts. None of the replacement parts repaired the bike. I was told my warranty would be extended to cover the down time on the bike once bike was repaired.It is now November 2023 the bike has not been repaired, and RadPowerBikes has stopped responding to my emails and request for help.
Business Response
Date: 11/18/2023

Dear ****,

We sincerely apologize for the inconveniences you've faced with your RadCity 5 Plus HS. Your experience is truly important to us, and we regret any frustration caused by the intermittent power issue and our delayed resolution.

To rectify the situation, we have initiated the warranty replacement process for your bike. At Rad Power Bikes, our goal is to provide an unrivaled customer experience and it seems that we have missed the **** in your case. However, we are more than happy to work together to get this taken care of for you.

Due to the duration of time since your initial purchase, we are unable to provide a refund. However, we are working to provide you with a fully functional bike as per our warranty terms, as evidenced by the exchange we have offered.

Your patience and understanding during this process are greatly appreciated. Our Customer Support team is fully committed to assisting you and restoring your trust in our service. We will continue to communicate with you to ensure a speedy resolution.

Thank you for your ongoing support of Rad Power Bikes and for allowing us the opportunity to make this right for you.
Customer Answer
Date: 11/24/2023
Rad Power Bikes contacted me on 17 November 2023 and offered me a replacement ebike. I have not received the new bike yet. They will pay the shipping for me to return my original bike to them once I have received the new bike.
Customer Answer
Date: 12/04/2023
I have not heard back from Rad Power Bikes nor have they responded to my repeated requests for a shipment update on the replacement bike they were sending me.

I feel I am back to **********.
They offered a replacement bike, but have not followed thru with a replacement.
If it is a shipping issue they should communicate that with me, but they don't respond to my request for an update.
**********************;
Business Response
Date: 12/06/2023
To Whom It May ************************* ID: ********
Order: 1219951
Customer: ***************************;

We've responded to the customer's inquiry with an update to their order. We have assigned the following ticket number to this case: ************ and are awaiting the customer's reply.

A screenshot of our email has been attached.

Thank you!
Customer Answer
Date: 12/09/2023

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:11/15/2023
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.
On May 23rd 2023 I bought a radRover HS V6 Plus bike. On Sept. 8th 2023 I was on the bike and it died. I hadnt been riding it long but thought maybe it was the battery came home to charge it and that was not the problem I contacted the company through email and sent them videos of what they requested. After the 3rd time they acknowledged that it is still under warranty but refuse to send me a new bike.
Business Response
Date: 11/16/2023
Dear *****,

We are writing in response to your BBB complaint ID ********, dated 11/15/2023, regarding your RadRover 6 Plus purchased on May 23rd, 2023. We regret the inconvenience caused by the issues you've encountered and have repeatedly requested your cooperation in providing videos as requested to assist in diagnosing the issue with your bike.

First and foremost, it is imperative to address the conduct exhibited during your interactions with our Customer Support team. We value professionalism and respectful communication with all our customers. Regrettably, your interactions have been consistently combative, profane, and disrespectful toward our team members. We've previously issued warnings urging the maintenance of a respectful dialogue. Despite our attempts, the tone and demeanor of your communication have remained unacceptable.

As outlined in our Terms of Purchase, maintaining respectful communication is a fundamental requirement. We understand your frustration with the bike's malfunction, but regrettably, your behavior violates our standards of engagement.

Regarding your warranty claim, our company policy obligates us to ensure accurate diagnostics before proceeding with replacements. We have requested specific video demonstrations of the rollback test and resistance test to isolate the issue accurately. These tests are crucial as they help identify potential causes beyond the motor, such as loose connections or controller issues, which can be resolved without necessitating an entire bike replacement.

Our commitment lies in addressing the issue at its root cause and restoring your bike's full functionality. As per our warranty terms, covered components will be replaced to rectify the problem.

However, it is essential to reiterate that if your communications continue to exhibit disrespectful behavior or disregard our terms of engagement, we will be compelled to cease further assistance, as per our outlined policies. We have issued warnings twice, and this serves as a final notice. If a third instance occurs, we will be regrettably unable to continue communication or provide further support.

We genuinely wish to assist in resolving the issue with your bike and appreciate your cooperation in providing the necessary video demonstrations. Should you comply with our communication standards, we remain committed to ensuring a satisfactory resolution within the confines of our warranty.

Please send an email to ********************************** with the requested video demonstrations that we have asked for, while upholding respectful communication. Failure to comply will result in the termination of further assistance.

Thank you for being a Rad customer!

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Rad Power Bikes Inc. is BBB Accredited.