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 LLC

  275 W 5 Ave Vancouver, BC V5Y 1J3

• 

  Rad Power Bikes Inc.

  2734 San Pablo Ave Berkeley, CA 94702

• 

  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

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:11/13/2023

  Type:Delivery 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.

  Ordered a RadRunner Plus and several accessories on Oct. 19, 2023, Order 30-158599. Paid to have all items shipped to Velofix for assembly. Three accessories have been shipped and received by Velofix on Oct. 24. Two other accessories have been shipped and received by Velofix on Oct. 27. The ***** delivery notice for Oct. 27 says the bike was delivered to Velofix as well, though the bike was not received and the ***** driver confirmed on Oct 27 that the bike was not on the truck for delivery. I contacted Rad bikes On Oct. 27 to start tracking down the bike. Since then, my email inquires have been responded to with "we are checking with our warehouse team" type of emails. They have told me they don't know if the bike was shipped out or not, or if it was shipped and ***** lost it. They refuse to send out another bike for me until they know what happened in the original case, but they aren't able to tell me when this will be resolved and just keep telling me they apologize and they will update me "as soon as possible". I am not able to cancel my order because it has already been processed. If I choose to order a new bike and return the other one, if it ever shows up, then I will have to pay the return shipping fee of $149 for Rad's errors, and would, in the meantime, be out of pocket for 2 full Rad bike purchases. I have repeatedly asked to have my case escalated to management, and to have someone contact me by phone, and they have refused to address either of these request. I am concerned I will never receive my bike nor get any money back and seem to have no real recourse to get this resolved. Rad Customer Support case #********

  

  Business Response

  Date: 11/14/2023

  Dear ******, 
  
  Thank you for expressing your feedback about your recent experience with H35353436393733**34H. 
  
  We would like to extend our sincerest apologies for the inconvenience and frustration you've experienced regarding your RadRunner Plus order (#**-158599) and the subsequent handling of your inquiries. We deeply regret the delays and the challenges you've faced with the delivery of your bike and accessories. This is certainly not the experience we want our riders to have! 
  
  Upon reviewing your case, we have taken immediate steps to rectify the situation. We acknowledge that your patience has been tested and want to assure you that resolving this matter is our top priority.
  
  Firstly, we would like to inform you that a bike replacement has been ordered for you under order #**-160032. 
  
  Furthermore, we have issued a $100 refund to your credit card as a gesture of goodwill and appreciation for your patience throughout this ordeal. At your request, we have disabled the gift card that was initially gifted to you in light of the refund we have issued instead. 
  
  Regarding the investigation into the misplaced bike, we are in ongoing efforts with our warehouse and shipping partners to locate your bike shipment. We understand your frustration with the lack of concrete information throughout this process. 
  
  Regarding the concern about the potential return of your bike; if it does indeed end up being delivered, we assure you that we will cover any return shipping fees incurred due errors on ours or ******* behalf. Your satisfaction is our priority, and we will work to ensure you receive the bike you ordered without any further financial burden or inconvenience on your part.
  
  We understand the frustration and disappointment caused by this situation, and we genuinely apologize for the inconvenience it has caused you. 
  
  Please feel free to reach out to our Customer Support team directly at ********************************** if you have any further questions or concerns. We are committed to ensuring your experience with H35353436393733**34H is nothing short of exceptional.
  
  Thank you for being a Rad customer!  

  Customer Answer

  Date: 11/16/2023

  Hello, I have received the token refund amount from Rad but have yet to receive the bike. I would like to wait until bike is received before closing this case, in case the same shipping problems occur as the last time they claimed to send out a bike.

  I can update here again when the bike is confirmed received and correct.

  Thank you

  Annick

  Customer Answer

  Date: 11/24/2023

  I have received my bike. However, the locks that were sold in the same order are not compatible with the specific bike, so I have returned the 2 locks to Rad and am now awaiting refund to my credit card for those costs. I do not feel comfortable closing this file until those refunds have been received. 

  

  Business Response

  Date: 11/30/2023

  Hi! 

  We have not received your return of the Rad fat tire locks and upon checking the ***** return tracking numbers of the pre-paid labels sent (************** and 13094584647767) the packages have not yet been mailed. Once you send those back via ***** using the labels provided to you, you will receive the refund on the fat tire locks. 

  Customer Answer

  Date: 12/04/2023

  The items have been returned and the ***** tracking shows that both items were delivered back to Rad on November 27th

  Fat tire wheel lock return: *******************************************************************************************

  Rad Wheel Lock Security Chain return:  *******************************************************************************************

  Both items have been back in your possession for over a week now and refunds have not been applied to my credit card.

   

  

  Business Response

  Date: 12/06/2023

  To Whom It May ************************* ID: ********
  Order: 30-158599
  Customer: **************************
  
  This message is to confirm a refund in the amount of $201.14 has been processed to the payment method we have on file, on today's date: 12/06/23. Please allow 3-5 business days for this transaction to be reflected in your account balance. If you need a firmer date of remittance, we recommend contacting your financial institution for further details. 
  
  A refund receipt has been attached.
  
  Thank you for being a Rad customer! 

  Customer Answer

  Date: 12/08/2023

   
  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:10/30/2023

  Type:Product 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.

  One of the part I purchased was faulty and snapped off while my daughter was riding on the ****************. I reported the incident and was sent and email confirmation of my complaint/return request. I have since sent several follow up emails with no action but a generic auto response from Rad Power in return. For the amount of money I have spent, this part should be replaced. This was a dangerous malfunction.

  

  Business Response

  Date: 11/04/2023

  Dear *********, 
  
  Thank you for contacting Rad Power Bikes about your request to replace your RadRunner 2 Passenger Bar.
  
  In reviewing our correspondence, it has come to our attention that there may be some miscommunication.
  
  According to our records, our team member ***** contacted you on August 10th, 2023, seeking additional information about your request. Subsequently, ***** reached out to you on August 29th, 2023, requesting a photo illustrating the issue with your passenger bar. Your response to this email threatened to report us to the BBB for perceived lack of response.
  
  In your most recent email dated October 31st, 2023, you mentioned having previously sent these photos, which we have no record of. To expedite the resolution of this matter, we request that you forward the documentation you claim to have sent. If these documents were sent out previously, the easiest way to take care of this is to check your Sent folder and resend your emails to *********************************** Please note, we will need an original photo of your bike and the part you need replaced; a screenshot of your order number or the part listing on our website is not sufficient for warranty documentation. 
  
  Screenshots of our email exchange have been provided to the Better Business Bureau. 
  
  Our requirement for photo or video documentation is essential for warranty verification, quality control, and effective troubleshooting. We will need to determine the reason why your passenger bar snapped off in order to determine if this will be covered under warranty. 
  
  This is not to create undue hardship but is a matter of warranty verification, quality control and troubleshooting. In order to wrap this up in a timely fashion, we ask that you comply with our requests for photo documentation so that we may move forward in a productive manner. 
  
  Should you have any further questions, comments, or concerns, please don't hesitate to contact us. Your satisfaction is of utmost importance to us, and we appreciate your continued support as a Rad customer. 
  
  

  Customer Answer

  Date: 11/15/2023

  Rad Power reached out and asked me to resubmit my photos and parts replacement request all over again. I resubmitted all of it again and they are finally sending me the part. After the amount of money my family has spent, I am glad they are replacing the part and just wish they would have handled this the right way 6+ months ago. 

• Initial Complaint

  Date:10/13/2023

  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.

  I ordered a bicycle and some accessories from Radpower on 10/11/2023. Immediately upon placing the order I noticed an error and tried to cancel or alter the order. There's no automated way to cancel or edit an order on the website or through email, so. I contacted customer service. **************** replied late the following day but said my order could neither be canceled nor modified because it had already been transmitted to their warehouse. Effectively, making it impossible to cancel an erroneous order. All attempts to cancel or modify the order were blamed on "the warehouse." My only option is to receive the back ordered item a month from now, request a return, and pay a $150 return shipping charge, and possibly be subject to restocking fees. After reading other BBB complaints, I now worry that the backorder may be much longer than a month.

  

  Business Response

  Date: 10/21/2023

  Complaint ID: ********
  Order: *******
  Customer: *********************
  
  Thank you for reaching out to Rad Power Bikes. Please accept our sincere apologies for the delayed fulfillment of the RadWagon 4 from Order #*******. We've sent a confirmation email with your refund details to the email address we have on file for your account. Your ticket number is ************ and we are awaiting your reply! 
  
  A screenshot of our email has been attached.
  
  Thank you!  

• Initial Complaint

  Date:10/10/2023

  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.

  I purchased a Rad Wagon 4 in March of 2022 and was very happy with it. In the summer of 2022, I had an issue with my front tire (tube was bulging through the outer tire), so purchased 2 outer tires - one to replace the current problem and the second for back-up, just in case. When I purchased the tires, one of the sales people interrupted the transaction to inspect the rim of the tire (which I thought was strange at the time), then gave the go-ahead. Very shortly thereafter, a recall was announced for the Rad Wagon 4 tires - having just purchased these tires and having been given the go-ahead by that sales person, I did not take my bike in to replace the tire. When my rear tire blew in March 2023, I went to Rad to make an appointment to have the tire replaced with the back-up tire I had purchased in summer 2022. It was at that time that I found out the tires I had purchased were the type which were subject to the recall. I was not given the full context of the situation by the Rad employee at that time, so I didn't end up filing my recall claim until the first few days of May 2023. Since filing my recall claim, I have emailed/chatted inquiring about a timeline every few weeks, and every time I am told 1-2 weeks. I was told this yet again over chat 4 days ago (after they didn't respond to an email I sent a week prior), 5 months after I filed the claim. I recently discovered that they are selling Rad Wagon 4 bikes still - presumably with the proper tires - while many folks are sitting with unusable bikes waiting for these tires.I purchased this bike to use as a commuting vehicle for myself and my small children, and not having access to it has had a significant impact on my family. At this point I would like to be refunded or have my bike replaced, since it seems the tires are never coming. I have spent a not-insignificant amount of money and time on gas, parking, bus fares, and long public transit commute times (3.5-4 hours daily). I have been offered no resolution.

  

  Business Response

  Date: 10/18/2023

  *************, 
  
  Thank you for reaching out to H35353436393733**34H! We'd like to begin by expressing our sincerest apologies for the inconvenience and frustration you've experienced due to the safety notice pertaining to your  RadWagon 4. We genuinely value your satisfaction, and we are committed to resolving this matter for you as quickly as possible! 
  
  We are pleased to inform you that we have processed an order for the RadWagon 4 repair kit that you will need to get your bike safe to ride. Your order number is #**-158533. We will send you a separate shipping notification via email, complete with a tracking number, once your order departs our warehouse.
  
  In addition, you mentioned that you've been seeking information on how to get the kit installed or reimbursed for service charges. We have taken that into consideration and have sent detailed instructions to your email address. Please check your inbox for an email from us, which references the case ID: ************. This email we've sent contains the necessary steps and guidelines to facilitate the installation process and to claim your reimbursement for the service charges incurred for this installation.
  
  We understand that the delays have caused you significant inconvenience, and we genuinely regret the impact on your daily life, especially as it pertains to commuting with your family. We are continuously working to expedite the fulfillment of recall requests, and your safety and satisfaction are our top priorities.
  
  We appreciate your patience and understanding throughout this process, and we are committed to improving our service. Your feedback is invaluable to us, and we will use it to enhance our customer experience.
  
  If you have any further questions or require assistance with this process, please don't hesitate to reach out to our Customer Support team, and they will be more than happy to assist you. We are absolutely committed to making this right for you.

  Customer Answer

  Date: 10/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********; also, I have received a tracking number this morning for the replacement item I have been waiting for. I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****************************

• Initial Complaint

  Date:10/09/2023

  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.

  In early August my 17 year old daughter was riding the RadExpand 5 bike down a hill when the front tire came off the bike. Leading her to crash and sustain (thankfully) minor injuries to her chin and jaw. She also suffered 2 days of memory loss.I reported the incident to Rad who at first seemed quite amicable and offered my daughter $5000 to basically keep her mouth shut about the issue and since my bike was under warranty they offered to have it professionally built on site at my home as an added extra.I have this offer in writing.After I agreed to their terms they shipped me off to an attorney I talked to for a little while then never heard from her again. *** keeps saying that I have to talk to the attorney and has proceeded to stone wall me.The issue that happened with my daughter turns out not to be an isolated case. Upon researching not only did a fatality occur from the same exact issue as what happened to my daughter, other consumers have reported the front wheel coming off their bikes with varying degrees of injury.There are currently multiple lawsuits and a class action for the same exact issue. At this point I want nothing to do with Rad and would like a full refund.Upon my research I learned that the majority of bikes these days have what are often called "lawyer clips" on the forks. It was designed long ago because bikes without them were prone to losing the front wheel in similiar setups. It would seem Rad bypassed this safety feature for some reason.I would also like them to present my daughter with the $5000 they offered her and an apology from the *** for playing games with her and not taking this issue seriously and attempting to cover it up and silencing a minor child with a legally unenforcable NDA. I am more then happy to forward you our email communications as evidence.Please note this bike was still under warranty and they have still failed to honor that warranty 2 months later.

  

  Business Response

  Date: 10/12/2023

  To Whom It May **************  
    
  Rad Power Bikes expresses its sincere gratitude for your communication concerning the dispute referenced as complaint ID ********, involving ***************************, which has been reported to the Better Business Bureau. However, it is our team's opinion that this matter does not pertain to marketplace concerns. Accordingly, we contend that the most effective and expeditious approach to its resolution is through direct engagement with the customer
   
  Per your Complaints page "cases that are already in or have been resolved by a previous court action, arbitration, or settlement between the parties" are not handled by the Better Business Bureau. Furthermore, the complainant is seeking compensation for personal injury involving a minor. According to your policy, the Better Business Bureau does not handle complaints "seeking compensation for bodily injury or emotional distress (this includes, but is not limited to: slip and fall accidents, ingesting food or other substances that cause illness, rashes, *****, or allergic reactions caused by use of a product, product defect accidents, mental distress or anxiety suffered as a result of a marketplace transaction, etc.). These types of complaints are more appropriately handled in the judicial system." 
   
  In accordance with the customer's own statements, documented in her correspondence with the Better Business Bureau, our legal team has engaged with ******************** and continues to do so to validate the particulars of the self-referenced settlement agreement.
   
  In view of the foregoing and in light of ongoing settlement negotiations, we believe that the Better Business Bureau is an inappropriate forum for the adjudication of this matter. 

  

  Business Response

  Date: 10/18/2023

  Thank you for reaching out to Rad Power Bikes. 
  
  We would like to confirm, pursuant to your request, a full refund has been processed to the payment method we have on file for your bike purchase. This refund was issued on October 16th, 2023. We recommend allowing 3-5 business days for this transaction to be reflected in your account. If you require a more precise date of remittance, please contact your financial institution for further details. The claim relating to your daughter and the $5,000 settlement is being submitted for court approval. To that end, we are working with your daughters father (who is an attorney) to finalize the settlement and secure court approval.  
  
  Your feedback is important to us as we look to continuously ensure the safety of our products and improve the services we provide our customers. If you have any further comments, concerns or require additional assistance, please do not hesitate to reach out. 
  
  Thank you! 

  Customer Answer

  Date: 10/26/2023

  Yes they did refund the cost of the bike but the settlement for my daughters injuries is unresolved. 

• Initial Complaint

  Date:10/06/2023

  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.

  COMPLAINT AGAINST RADPOWER EBIKES 9/21/2023: Order placed for RadPower 6Plus High Step: ($1495.18). Transaction ID #********* and order number #******* 9/24/23 Emailed asking for update on delivery info. **************** email response was a cut and paste, no human involved, did not read my email or respond to my questions. No name given. 10/03/23 Ebike arrives. Open box. No keys, charger, peddles, hardware, brackets, light, instructions, tools etc. 10/03/23 Start chat via website. **** responds by asking, Can you list the items you are missing so I can create an order for them? She didnt pay attention or understand that without that small box of parts, I had no information to give her. She had no help re getting missing parts to me asap. She told me It typically takes up to 3 to 5 business days for the warehouse to fill in-stock orders, after that we are at the mercy of the shipping company as to how long it will take to deliver.10/6/23 Received email with tracking info for only a few of the necessary missing pieces to arrive the next day. BUT they had not shipped two parts nor the keys. No human signature or emails from humans addressing my concerns or taking responsibility for shipping department mistakes. Tried via ******** and at last a human (but unnamed) tried to help. Wrote for details, checked the account, tried to explain. We do see that our customer support team placed 2 orders for all items needed, but the Toolkit and fender hardware kit are out of stock at the warehouse on order *******. Other items shipped. We see you also have a key order ******* for the **** keys needed for new Rover 6 HS, but will need to be cut from our ******* location and shipped.The result is that I will not be here at the original address to pick up THREE separate packages, only one is arriving before I leave. The other parts and the Keys are not even scheduled yet. They cant be shipped to the original address in ******** as no one will be there.

  

  Business Response

  Date: 10/11/2023

  Dear *****, 
  
  Thank you for your feedback about your experience thus far with Rad Power Bikes. Please accept our sincerest apologies for any frustration or inconvenience caused.
  
  We acknowledge that your situation required urgent attention, and we appreciate your patience during the process. We escalated your case, and we made every effort to expedite the shipping of the available items. We understand your concern about not being present at the original address to receive your packages. 
  
  We must point out that we were not aware of the your change in availability at the address we have on file for you until after we had advised you that your orders had already been shipped out. 
  
  It is important to clarify that all items from each shipment have been successfully delivered to your address. We apologize for any misunderstanding, and if you have yet to locate these items, we recommend working with friends, family, or neighbors to retrieve your packages. 
  
  Regarding the missing parts from your initial bike purchase, we deeply regret the inconvenience they have caused. We have updated our quality control processes at our warehouse to provent this from occuring again.  Additionally, our agent's response may have lacked the clarity you were expecting, and for that, we apologize.  
  
  We take full responsibility for any missteps in our communication and service, and we are committed to improving our processes to prevent similar issues in the future. Thank you for your feedback, and please feel free to reach out to our dedicated customer service team if you have any further questions or require assistance. We are here to ensure your complete satisfaction.
  
  Thank you for being a Rad customer!  
  
  

  Customer Answer

  Date: 10/19/2023

  Thanks. I dont consider the issue complete. The bike is in pieces in a barn in **********. The three late deliveries are there. I am out of the country and wont be able to check them nor set up the bike until April. 
  The customer service was poor. The ability to get real answers or information just as bad. I dont recommend this company. 

• Initial Complaint

  Date:10/05/2023

  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.

  We purchased 2 e-bikes in April of 2023. We have had nothing but problems with both bikes. Same problems over and over. Cannot get any Support from Rad. Would like for them to buy bikes back.

  

  Business Response

  Date: 10/11/2023

  Dear *******, 
  
  We sincerely apologize for the inconvenience you've experienced with your bikes, and we appreciate your patience and understanding in this matter. We are committed to resolving the issues you've encountered and providing you with the support you need.
  
  We can confirm that replacement parts have already been shipped out and are scheduled to be delivered to your address within the next 3-5 business days. These parts should address the recurring problems you've encountered. Please keep an eye on your delivery tracking for more precise updates. Your order number for these parts is 1202268. 
  
  Furthermore, we've sent detailed installation instructions for these replacement parts to your email address, referencing case ID ************. We encourage you to review these instructions thoroughly to ensure a smooth and successful replacement process. If you encounter any difficulties or have questions during the installation, please don't hesitate to reach out to our Customer Support team, and we will be more than happy to assist you.
  
  While we do not offer a bike buy-back program, we are fully committed to resolving the issues through our standard warranty process. Our goal is to ensure your complete satisfaction with your bikes, and we are dedicated to providing the necessary support to achieve that.
  
  If you encounter any further issues or have additional concerns, please do not hesitate to contact our Customer Support team, and we will continue to work closely with you to resolve any outstanding problems.
  
  Once again, we apologize for any inconvenience you've experienced, and we appreciate your trust in Rad Power Bikes. We're here to ensure that you enjoy your purchase to the fullest.
  
  Thank you for choosing Rad Power Bikes! 
  
  

  Customer Answer

  Date: 10/18/2023

  No luck with Contacting Rad.  Both parts they sent bike does not work 

  Customer Answer

  Date: 11/10/2023

  Bike is still not working 

  

  Business Response

  Date: 12/05/2023

  We are disappointed to hear that the ** display and remote we sent out did not resolve the issue with your RadCity 5 Plus bike. 
  
  
  According to our records, the most recent order was placed yesterday, December 4th, 2023 for a controller for your RadCity 5 Plus ST. This order number is 1227815. You'll receive a shipping update email within 3-5 business days to notify you when this order departs our warehouse and is on its way to you. 
  
  
  We also attempted to issue a refund for $50.00 for the service charges you paid **********************. However, it appears that the payment method used at the time of your bike purchase (PayPal Express) did not allow our refund to be sent to your card. This is due to the length of time that has passed since your original transaction. 
  
  
  As such, we can either issue you a H35353436***7333034H giftcard in the amount of $50. Alternatively, you can fill out the attached Wire Transfer payment form and email it to our Accounting Team at ***********************************. Once your form has been filled out, scanned and emailed back to ************************************ our Accounting Team will send a wire transfer in the amount of $50.00 to the account you've indicated on the form.  
  
  
  Please let us know if you have any other questions, comments or concerns. 
  
  
  Thank you for being a Rad customer!  
  
  

• Initial Complaint

  Date:10/02/2023

  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'm writing this as a frustrated owner of two Rad Power Plus e-bikes. Recently, I had the unfortunate experience of having the battery stolen from one of my e-bikes, despite securely locking it. This incident has left me deeply disappointed and concerned about the security measures in place.The locking system, in theory, should protect our valuable e-bike components, but it's far from foolproof. It has come to my attention that the keys for these locks are almost universal, which significantly diminishes their effectiveness as a security measure. This leaves our e-bikes vulnerable to theft, even when we think they are safely locked up.To make matters worse, a replacement battery costs a staggering $499 plus tax, with an additional $60 for shipping. This is an exorbitant price for a replacement when the fault lies with the lock itself. As loyal Rad Power Bikes customers, we should be able to trust in the security features of our e-bikes, especially when it comes to safeguarding crucial components like the battery.I urge the Rad Power Bikes team to reevaluate and enhance the security measures in place to protect our investments. It's essential to address the root cause of this issue rather than burdening customers with such high replacement costs for a problem that should not have occurred in the first place.In conclusion, while I appreciate the quality of the e-bikes themselves, the security and replacement cost issues have left me disappointed. I hope the company takes these concerns seriously and works towards improving the locking system and making replacement parts more affordable.

  

  Business Response

  Date: 10/05/2023

  *******, 
  
  Thank you so much for reaching out to Rad Power Bikes! 
  
  We appreciate your feedback and concerns regarding the security of our e-bikes and the pricing of replacement batteries. We take the security and satisfaction of our customers seriously, and we would like to clarify a few points regarding your concerns.
  
  Firstly, it's important to note that the battery locks on our e-bikes are not primarily intended for security purposes or anti-theft measures. Their primary function is to keep the battery securely locked into the frame during your ride, preventing accidental dislodging and ensuring your safety. While we understand the desire for enhanced security, we recommend using secondary locking mechanisms, such as a high-quality bike lock, to deter theft when leaving your bike unattended.
  
  While we are quite sorry to hear about the recent theft of your battery, we want to clarify that it is not the fault of the lock itself. The battery lock is designed to serve its intended purpose effectively. However, it's essential to remember that no lock can guarantee complete security against determined thieves. We empathize with the frustration you may feel when facing replacement costs, but it's crucial to differentiate between the lock's intended function and the additional security measures required.
  
  The best and most reliable anti-theft deterrent is to remove your battery from your bike while it is being left unattended. We do offer a battery travel case so that you can easily transport your battery when it is not locked to your bike. 
  
  As for the pricing of replacement batteries, we understand your concern. E-bike batteries are a significant component of the overall system, and they come with advanced technology and features. The cost reflects the quality, capacity, and performance of our batteries. We continually strive to provide the best value for our customers, and we believe that our batteries offer long-term durability and reliability.
  
  We must emphasize that it is not our intention to burden customers with high replacement costs unnecessarily. Our Customer Support team is always available to assist with any issues or concerns you may have. 
  
  In conclusion, we value your loyalty as Rad Power Bikes customers and appreciate your feedback. While we recognize the importance of enhancing security measures, it's equally important to understand the intended purpose of each component of our e-bikes. We are committed to improving our products and services continuously, and we encourage you to reach out to our support team to address any specific concerns or issues you may have.
  
  Thank you for choosing Rad Power Bikes, and we look forward to helping you enjoy many more rides with our products.

• Initial Complaint

  Date:10/02/2023

  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 shut down all of their support phone numbers and emails.I have a problem with my bike (dead) and it appears that the company has gone out of business.Can someone at BBB confirm for me or if if they are still in business, can I get a phone number to contact a live person?

  

  Business Response

  Date: 10/05/2023

  Thank you for reaching out to us and sharing your concerns. We want to assure you that Rad Power Bikes has not shut down any of our ** or ****** support channels, and we are still very much in business, ready to assist you with any issues you may be experiencing with your bike.
  
  Our phone lines are open during regular business hours, and you can reach us at **************. Additionally, we offer Live Chat support at support.radpowerbikes.com. Simply click the "We're online ??" button in the lower right hand corner to chat with an agent. If you prefer to communicate via email, you can contact us anytime at *********************************** and our team will respond as soon as possible! 
  
  We apologize for any inconvenience you may have experienced and encourage you to reach out to us using any of the mentioned channels. Our dedicated team is here to help resolve any problems you have with your bike and ensure you have the best experience with Rad Power Bikes.
  
  Thank you for choosing Rad Power Bikes, and we look forward to assisting you soon.

• Initial Complaint

  Date:09/27/2023

  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.

  After many many emails that contained the requested information for a battery under warranty they finally sent me a replacement. Alas the battery they sent was faulty. After sending all the requested information on the second battery that was sent many many times, they continued to tell me to send it again over and over until it was evident they were more interested in not fulfilling the warranty but to give me the runaround. I spent almost $4,000 in good faith for this company to stand behind their product. The frustration I have endured with this experience shows the true integrity of this company. A full refund is in order and a return of the merchandise as I want nothing to do with this company. One more thing these bikes had less than 50 miles on them!

  

  Business Response

  Date: 10/04/2023

  ***, 
  
  Thank you for reaching out to Rad Power Bikes.
  
  We want to begin by expressing our deepest apologies for the frustration and inconvenience you've experienced. We genuinely value your feedback and take your concerns seriously.
  
  We understand your frustration regarding the repeated requests for information, and we apologize for any miscommunication that *** have occurred. To ensure a timely resolution and to demonstrate our commitment to our products and customer support, we are making a one-time exception in this case and will be sending you a battery replacement.
  
  We've created a replacement order to send you a new semi-integrated battery for your RadRover 6 Plus.  Your order number is *******. Your tracking number is ************, and it has an estimated date of delivery of October 6-7th, 2023. 
  
  We would also like to clarify that as of September 6th, 2023 your bikes were no longer under warranty. Despite this, we are going above and beyond our standard warranty process to address your concerns promptly. Our warranty is based on duration of ownership rather than mileage. 
  
  We also want to take this opportunity to advise you on the proper charging and battery storage procedures, as outlined in your manual. It's absolutely crucial to follow these guidelines, including never leaving the batteries uncharged below a 50% level if they are being stored for longer than 2-3 weeks. These practices can help extend the life of your batteries and ensure optimal performance. Leaving your battery uncharged for an extended period of time (2-3 weeks) will cause the degradation of the lithium ion cells, which can result in an inoperative battery. 
  
  When you charge your battery, it is very important that you first plug your charger into the battery, then plug your charger into the wall. When done charging, unplug the outlet first, then the battery. Use of a surge protector is highly advised. 
  
  Again, we apologize for any inconvenience you've faced, and we appreciate your understanding as we work to resolve this matter. Please know that your satisfaction remains a top priority for us.
  
  If you have any further questions or require assistance with anything else, please feel free to reach out to us directly, and we will be happy to assist you.