Complaints

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

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

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  Rad Power Bikes Inc.

  1121 NW 52nd St Seattle, WA 98107

  
• 

  Rad Power Bikes Inc.

  535 Florence St Imperial Beach, CA 91932

• 

  Rad Power Bikes Inc.

  2107 S 700 E Salt lake City Utah, UT 84111

• 

  Rad Power Bikes Inc.

  1121 NW 52nd St Seattle, WA 98107-5130

  
• 

  Rad Power Bikes LLC

  275 W 5 Ave Vancouver, BC V5Y 1J3

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/27/2023

  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.

  I purchased a ebike, seat and extended warranty from Rad Power Bikes on 6/19/23 in the amount of $1875.22. The bike did not work; key did not turn in ignition. I requested a new key and never received it. After over a month of no response or replacement key/bikepart, I requested a full refund on 7/29/23. *** asked that I return the bike for $150 shipping fee and restocking fee of 30%. I refused to be penalized for an error on the company. I was told to send pictures of the ebike. I submitted the photos via email. I have received no response to the photos and have continued to ask for a refund with no response.*** has had extremely poor customer service; not able to get an agent on the phone, lack of response in email, and chatbots only online. *** has not been able to personally respond to my issue, concern or request for full refund. Rad charged me $1875.22 for a product I did not receive. I was shipped a nonworking ebike instead. They then had the nerve to ask me to spend even money to return their broken product. This is not an equitable company.I have also done research since and discovered numerous lawsuits against them. I am so disappointed and financially struggling from losing nearly two thousand dollars to them. I wished I had done more research on the company so I would have been able to prevent this type of dissatisfaction, stress and ultimately what I consider theft.

  

  Business Response

  Date: 10/04/2023

  ******, 
  
  We appreciate you reaching out to us with your concerns, and we are committed to resolving this matter to your satisfaction. We would like to address the points you raised in your complaint and provide a detailed response. 
  
  Regarding the refund process, we would like to clarify that our policies, including restocking fees and return shipping fees, are standard in the industry and are in place to cover the costs associated with processing returns and ensuring a smooth refund process. Our goal is to be transparent about these policies during the purchase process to prevent any misunderstandings. 
  
  Please be advised that on September 27th, 2023 (in advance of receiving your complaint), our colleague ***** had reached out to you with an update regarding your return request, stating that we had waived all fees for this return due to our admitted mishandling of your case.  
  
  ***** also confirmed that we will arrange to get your bike picked up from your residence and returned to our warehouse for an inspection. We will schedule this pickup upon receipt of photo documentation showing the condition of your bike and the box in which you will be shipping it back to our team. We will also need to know the address where you would like us to send our shipping vendor to retrieve the bike, as well as time and weekday which you will be home to coordinate this pickup. 
  
  We are eager to assist you in processing your return and issuing your refund promptly, but we require additional details to do so effectively. We apologize if this information was not conveyed clearly, and we appreciate the opportunity to clarify this matter.
  
  We would also like to address your assertion that our company is not equitable. At Rad Power Bikes, we are dedicated to providing quality products and unrivaled customer service. We take pride in the positive experiences of the vast majority of our customers and are committed to addressing any issues promptly and fairly.
  
  It is important to note that we have reached out to you in order to resolve this matter, but we have not received any response to our most recent correspondence. We genuinely want to work with you to ensure your satisfaction, but communication is essential in this process.
  
  We understand your frustration and disappointment, and we are genuinely sorry for any inconvenience you have experienced. Our goal is to make this right for you, and we are here to assist you in any way we can. 
  
  We are aware of your research into lawsuits against our company. Like any business, we may encounter legal disputes from time to time. We assure you that we are committed to resolving such matters fairly and transparently.
  
  We understand the financial and emotional impact this situation has had on you, and we genuinely want to make it right. Please provide us with the necessary information to proceed with your return and refund. Our team is available through email, phone, or chat, and we are here to assist you in resolving this matter as quickly as possible.
  
  Your satisfaction is our priority, and we look forward to your response so that we can work together to reach a resolution.
  
  

  Customer Answer

  Date: 10/12/2023

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

  Customer Answer

  Date: 02/13/2024

  This is the second complaint I am filing against Rad Power Bikes. The first was filed in October 2023, complaint ID #********. Initial complaint was filed due to Rad not delivering working product and not responding to multiple attempts I made to contact the company to either fulfill the order or complete a full refund of $1,875.22; RadExpand 5 electric folding bike $1,539.56, enhanced comfort saddle seat $36.66 and $299 warranty. I was forced to file in October because I paid said amount on 6/20/23 and did not receive the product or response after three months. After filing complaint, *** responded the BBB indicating a full refund upon return of the product. I returned the product (bike and seat) and it was received by Rad. I received the warranty refund of $299 on 11/27/23. On 12/1/23 I received an email saying I would receive the refund for the bike and bike seat within 10 business days. See attached photos. I received a refund for the bike seat $36.66 on 12/8/23. I have not received the refund for the bike $1,539.56. I placed my order on 6/20/23. It has been 238 days since *** has taken my money and not delivered the product or refund. In my opinion this is criminal and there should be a consequence. Waiting for my refund has caused me severe economic hardship. This money might not be of consequence to Rad, but to someone who doesn't make a lot of money, it has been incredibly stressful for me and my family. This is just another example of a successful business taking no accountability, having no regard for it's customers and have no repercussion. I notified Rad on 2/7/24, but have yet to receive my refund. I have no choice but to file this second complaint against ***. The next step would be legal action. I am begging for my money back.

  

  Business Response

  Date: 02/26/2024

  Hi! 

  Thank you for your response. Your full refund was processed on order ******* on February 13th. We sincerely apologize about any inconvenience or prior delay you experienced with your refund. Please let us know if you have any additional questions! 

• Initial Complaint

  Date:09/26/2023

  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.

  I purchased a Radwagon 4 over a year ago. Shortly after it arrived I was sent a email stating I was no longer aloud to ride the bike due to defective tires. I wanted to return it but they made it impossible to return with the options given. Months later they came up with a solution of sending out tire kits to everyone and since this happened they wont refund at all. Now Im still waiting for a tire kit and a bike tech to put them on. Everytime I call... I'm told we will send it to you in about a month... or we dont have tires (yet they are still selling radwagon 4s). I just want the tire kit and my warrenty to start on the date my bike is fixed.

  

  Business Response

  Date: 10/04/2023

  *****, your satisfaction is of utmost importance to us, and we understand your frustration regarding the situation.  Your request has been elevated to our highest priority, and we're fully aware of your concerns and frustration. We sincerely apologize for any inconvenience this has caused, and we want to assure you that your money is not going to waste. 
  
  We've restocked our RadWagon 4 Repair Kits.
  
  Your order number is 30-157655. You'll receive an email within 5-7 business days (or sooner) with a tracking number to confirm your order is on its way to you! Be sure to keep an eye on this inbox for important order updates.
  
  To get this kit installed, we ask that you take your bike to a local bike shop for assistance. We will reimburse you for the service charges for this installation.
  
  The code you will need to provide to the local bike shop of your choosing is RWACRW420660951. 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 RWACRW420660951 on the invoice that will be sent to you once this repair is completed. We ask that you 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 ******************************************************* or simply use your favorite search engine to look up electric bike repair shops near you.
  
  Please be advised, this 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.
  
  Furthermore, we issued a significant refund to you on December 1, 2022, as a token of our appreciation for your patience. Considering the time that has elapsed since your purchase and the goodwill refund we've already provided, we are unable to authorize a bike return or further refund at this time. 
  
  Your business is invaluable to us, and we genuinely appreciate your patience and understanding during this challenging period. Our commitment remains unwavering in promptly resolving this issue and ensuring you receive the high-quality product you ordered.
  
  Thank you for choosing Rad Power Bikes; your satisfaction remains our utmost priority!
  
  

• Initial Complaint

  Date:09/25/2023

  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.

  Rad bike ORDER # **-153504 and ORDER **-153650 I have ordered products from their website and saw they had a special as listed below. When I check out I was not provided an opportunity to enter the code rad for the discount on both orders. I immediately wrote to them asking for a resolution and have received no reply back. Final Weekend: 20% off Rad-branded Accessories A Rad ebike deserves to be customized. Enjoy 20% off all Rad-branded accessories. Use code RAD at checkout. Offer ends 8/31.Thanks

  

  Business Response

  Date: 10/03/2023

  Dear *******, 
  
  Thank you for reaching out to Rad Power Bikes. 
  
  We apologize for any inconvenience you've experienced in regards to your recent orders.
  
  After reviewing your complaint, we found that there was indeed an oversight on our part during the checkout process, which resulted in you not being able to apply the discount code as advertised for the Rad-branded accessories. We sincerely regret this inconvenience and any frustration it may have caused.
  
  To address your concern, we have issued issued the appropriate refunds to the payment method we have on file for each order. You can expect to see these refunds credited back to your original payment method within 3-5 business days or sooner.
  
  We sincerely apologize for the delay in our response to your initial inquiry. We take customer satisfaction seriously, and we regret that we did not meet your expectations in this instance. Please rest assured that we are actively working to improve our customer service response times to ensure that no customer feels unheard or neglected.
  
  We have attached the receipts for the refunds mentioned above to this response, so you can review the details of the transactions.
  
  If you have any further questions or concerns, please do not hesitate to reach out to our Customer Support team. We value your business and want to ensure your complete satisfaction!
  
  Thank you for bringing this matter to our attention and we look forward to serving you in future. 
  
  

• Initial Complaint

  Date:09/25/2023

  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 installed protective inner tube inserts (Tannus Armor inserts) for the front and the back tire for the electric bike we bought from them. Due to poor installation, Rad Power Bikes caused the inner tubes to puncture due to pinching or otherwise affecting the inner tubes during installation. In the year-plus of ownership before the protective inner tube inserts were installed, I NEVER had a flat tire. After Rad Power Bikes did their actions, both tires deflated (not at the same time) after using the bike for ************* driving of less than 100 miles of driving. There is a direct causation between Rad Power Bikes installation of protective inserts and both tired becoming flat.

  

  Business Response

  Date: 10/03/2023

  Dear *****,
  
  Thank you for contacting Rad Power Bikes. 
  
  At Rad Power Bikes, we stand behind the quality and performance of our products, and we offer a comprehensive warranty to ensure our customers' satisfaction. However, it's important to note that our warranty does not cover the replacement of  inner tubes or any other wear and tear components.
  
  The reason for this policy is that wear and tear components, such as inner tubes, tires, brake pads, and chains, are expected to degrade over time with normal usage. These components are subject to various factors, including road conditions, riding style, and environmental factors, all of which contribute to their gradual wear and eventual replacement. Upgraded or not, inner tubes fall into this category of components.
  
  We understand your concern about the timing of the flat tire, but it's important to emphasize that the occurrence of issues shortly after our team installed the inner tube does not necessarily indicate a manufacturing defect. Flat tires can happen due to unforeseen issues that are beyond our control. These issues may include encountering sharp objects or debris on the road, adverse riding conditions, or misuse of the bike, such as overloading the payload or using it in non-recommended ways. Such incidents are beyond the control of our installation team, as well, and are considered part of the normal wear and tear associated with biking.  While Tannus Armour offers upgraded protection, no inner tube is 100% puncture proof. 
  
  Furthermore, regardless of how soon such incidents occur after installation, we cannot attribute them to our team's work or the quality of the inner tube itself. They are considered part of the normal wear and tear associated with biking.
  While we are committed to providing you with high-quality products and support, we encourage you to consider regular maintenance and replacement of wear and tear components as part of the routine care for your Rad Power Bike. This helps ensure the safety and longevity of your riding experience.
  
  We regret to inform you that in this particular instance we were unable to cover the cost of replacing your bike's inner tube replacements. We have a one-year warranty that will cover all documented manufacturer's defects on non-consumable items for one year past the date you received your bike. While we cannot cover the replacement of the inner tube in this particular case, we remain committed to providing you with high-quality products and support. We encourage you to consider regular maintenance and replacement of wear and tear components as part of the routine care for your bike. This helps ensure the safety and longevity of your riding experience.
  
  If you have any further questions or need assistance with your bike or its accessories, please don't hesitate to reach out to our Customer Support team. We're here to assist you in any way we can and ensure you continue to enjoy your biking adventures.
  
  Thank you for choosing Rad Power Bikes, and we look forward to serving you in the future.

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20653691
  
  I am rejecting this response because: 

  1). the seller, Rad Power Bikes, utilized defective materilas in assembling my bike.

  2). the seller told me my bike would not qualify for tire replacement.

  3). the seller provided a service which caused the latent defect of the inner tube to become a patent defect.

  4). Now, seller says they bear no responsibility for my losses associated with their product which was sold to me with defective components.

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

• Initial Complaint

  Date:09/24/2023

  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 purchased a power bike. I received the bike and it had a error code from the beginning, I attempted to call the customer service number many times but just kept receiving a response that stated they were to busy to answer the phone. I emailed but only with a demand for pictures, which I did send many pictures. The bike was brand new which they could see so they just sent me replacement parts that I was expected to install myself, which I did but the bike still would not work properly. The company has not attempted to call me, which they state they did but I never received any call. I am now stuck with a bike that has never worked properly and a company that will not answer their phones or assist people. You are able to talk with a thing on chat, don't know if it is an actual person but they tell me that they do not have operators to talk with you. All contact is done through emails, or chat. Which takes many days or weeks to even get a reply. This has been going on for months now and I am frustrated. I even purchased a extra warranty even though this problem took place from the beginning.

  

  Business Response

  Date: 10/03/2023

  Dear ***** and ****: 
  
  
  Thank you for reaching out to Rad Power Bikes about your RadRover 6 Plus.  This message is in regards to your complaint with the Better Business Bureau. 
  
  
  We extend our sincerest apologies for the inconveniences you've experienced with your recent purchase. First and foremost, we want to assure you that we value your business, and we are fully committed to resolving your issue promptly.
  
  
  Our **************** team consists of real, non-AI, agents who are standing by and ready to assist. We appreciate your patience during this process and would like to clarify that the reason you've been directed to email or chat is to streamline the support process and ensure we have all the necessary information to assist you effectively.
  
  
  We have reviewed your case history and can confirm that we have made several attempts to assist you on the following dates: August 21, August 29th, September 5th, and September 13th. We apologize if our previous responses did not adequately address your concerns. The most recent email has been assigned case ID ************.
  
  
  Regarding your complaint about not receiving a phone call, please be advised that our phone lines are now fully operational. However, to expedite the resolution process, we request that you provide photo documentation of the condition of your bike, its odometer reading and the condition of the box that you will be using to ship the bike back to us. This will allow our Returns team to thoroughly assess the situation and determine the most appropriate course of action.
  
  
  We understand your frustration and want to assure you that we are committed to resolving your issue promptly. Please send the requested photo documentation at your earliest convenience to *********************************** reference number 467035416793. Once we receive the photos, our Returns team will review your case and contact you with a follow-up plan.
  
  
  We genuinely appreciate your patience and understanding during this process. We are dedicated to ensuring your satisfaction and making sure your power bike performs as expected.
  
  
  Thank you for bringing this matter to our attention, and we look forward to assisting you further.

• Initial Complaint

  Date:09/24/2023

  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 Bikes RadRunner Plus on August 8th. After it arrived, I finished assembly went to ride it, and I discovered that it has an "overcurrent" issue, and has been unridable immediately during the first *************** has been unusable during the entire time I have had it, due to this issue. I have opened support cases, and just finished my second repair, per their own instructions. The most recent support case is #******** - again I have followed their instructions in terms of troubleshooting and testing for a brand new bike. Given how long it has taken to make this ridable I am insisting that they provide me a replacement.

  

  Business Response

  Date: 10/02/2023

  Hi! 

  We apologize for the delays in getting through to our support team and getting your bike up and running! We value your time and understand the frustration that *** have resulted from this, and we extend our sincerest apologies.

  Our support team will be reviewing the pictures and video you recently uploaded in your support Case# ************ to further assist! Thank you so much for your patience! 
  

  Customer Answer

  Date: 10/23/2023

  Rad Power Bikes sent me a replacement rear tire with integrated motor, and after replacing it yesterday, this has resolved the issue.

  

  Business Response

  Date: 11/01/2023

  Dear ****, 
  
  We appreciate your patience and the opportunity to address your concerns regarding your RadRunner Plus that was purchased on August 8th, 2023.
  
  We have carefully reviewed your BBB complaint and would like to inform you that we have taken your concerns seriously and have thoroughly investigated the matter. As of October 30, 2023, we have received written confirmation via email from you stating that the most recent replacement part, the rear wheel/motor, has successfully resolved the "overcurrent" issue that you encountered during your first ride. We are so pleased to hear that your bike is now in working order!
  
  To provide further clarity and transparency, we have enclosed the following documents for your reference:
  
  Order invoice detailing the warranty replacement of the rear wheel.
  FedEx proof of delivery of the replacement part.
  An email thread with your most recent email communication confirming that the issue no longer persists.
  
  We understand that you have experienced some challenges with your RadRunner Plus in the past, and we genuinely appreciate your cooperation in following our troubleshooting and repair instructions. Your commitment to resolving the issue has helped us pinpoint the problem and ensure that your bike is now fully functional.
  
  Based on the information provided, and given that the issue has been successfully resolved with the replacement of your bike's rear wheel, we believe that a bike replacement is not necessary in this case. We are committed to offering the best support and ensuring the satisfaction of our customers, and we are pleased to see that the recent repair has resulted in a working and usable bike for you.
  
  If you encounter any future concerns or require additional assistance, please do not hesitate to reach out to our Customer Support team, and we will be more than happy to assist you.
  
  Thank you for choosing Rad Power Bikes, and we hope you enjoy your RadRunner Plus for many more rides to come. We value your feedback and look forward to continuing to serve you in the future. 

  Customer Answer

  Date: 11/02/2023

   
  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:09/24/2023

  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.

  May 26, 2023: I purchased a RadRover 6 Electric Flat Tire Bike, Rad Wheel Lock Security Chain, Rad Fat Tire Wheel Lock, RadRover Rear Rack, Rad Mirror, and Built + Delivered by Velofix for a total of $2818.08. June 14, 2023: ******* assembled the ebike. They informed me that the battery wouldn't charge. He stated that: he was not able to fix it due to the battery having enclosed fuses, ******* would contact RadBikes for me, and I would need to wait to hear back from RadBikes for the new battery. That day, Velofix emailed ************************************* stating the issue and the request to ship me a new battery. Included was a video of their findings. June 19: I forwarded the email to ********************************** and requested the status of my new battery. That same day I received an automated response that asked for the same information (order number, video, etc.) that was in my first email. I responded informing them that the information was already provided in my original email. June 23: I received an automated email from RadBikes with instructions on how to fix the fuses on a semi-integrated battery. These suggestions did not apply as I had a battery with fully-integrated fuses. The email also requested additional photos and another video. June 28: I emailed all of the requested photos and video. July 7: I sent a follow-up email stating that this was the fourth time RadBikes has been contacted regarding my non-functioning battery. I also stated that if they weren't able to replace my battery, then I request a full refund. July 20: I received an email stating, "our Rad Customer Support team is working to get to you as soon as possible." August 2: I received an email stating, "we will get back to fast responses soon." Sept 24: I emailed another request for a full refund. Due to the multitude of delays, I had to purchase another ebike for my son to have transportation while I am at work. To resolve this issue, I want a full refund. Faulty product/poor customer service.

  

  Business Response

  Date: 10/02/2023

  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. 

  Our returns team has followed up with you in your support case 462083380423 to get that return set up. Thank you so much for your patience!

   

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20649314
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 10/09/2023

  Complaint: 20649314
  
  I am rejecting this response because: ******* has yet to approve my return. On September 27, 2023 RadBikes emailed me with instructions to expedite the return process and a request for additional photos of the bike and box. On September 28, I replied and provided all required photos, with the exception of the box. I explained that I no longer had the box since ******* took all shipping boxes with them after they assembled the bike in June. On October 2, RadBikes emailed me stating that they could not approve the return without a box and protective packaging. They recommended that I contact ******* to disassemble/repackage the bike for me and any fees associated for this would not be covered by ***. They also stated that I needed to provide photos of the repackaged items. That same day, I contacted ******* to schedule a packing appointment. On October 4, ******* disassembled and repackaged the bike and all of its accessories. That afternoon, I emailed RadBikes with all required photos of the repackaged items. I have met all of *******'s return requirements and have not yet received a response on the approval of my return nor any shipping labels.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/18/2023

  Dear ****, 
  
  Thank you for reaching out to Rad Power Bikes regarding your return request and for your detailed explanation of the process you've undertaken. We sincerely apologize for any inconvenience you may have experienced during this process! 
  
  We would like to clarify the current status of your return request and provide some updates. 
  
  We are currently in the process of scheduling a ************ for your convenience to initiate the return. We have been in regular communication with you regarding your return request and are awaiting confirmation from you regarding your availability for the pickup. We aim to make this process as smooth as possible for you!
  
  Additionally, we would like to inform you that you can disregard any emails from our Returns Portal, Narvar that makes mention of the option to drop off items at a store to return them. We will proceed with the ************ for your return, and you will not need to visit a store or undertake any further steps in that regard.
  
  Please rest assured that we are committed to resolving this matter promptly and ensuring that your return is processed in a timely fashion. We apologize for any delay you may have experienced thus far and appreciate your patience.
  
  Once we have the pickup details confirmed, we will promptly provide you with the necessary shipping labels and any additional information to facilitate the return process. Once we have confirmation that your bike has been returned to its inspection site, we will issue a refund to the payment method we have on file. 
  
  If you have any further questions or concerns, please do not hesitate to reach out to us directly. We are here to assist you every step of the way and ensure a smooth return process. Your case ID is ************.
  
  Thank you for choosing Rad Power Bikes and we appreciate your understanding and cooperation.

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20649314
  
  I am rejecting this response because: The requested refund is for the return of the RadRover 6 ebike and its accessories (Rad Wheel Lock Security Chain, Rad Fat Tire Wheel Lock, RadRover Rear Rack, and Rad Mirror).  All were part of my single purchase from the RadBike website. However, on the packing slip I received from RadBikes on October 18, 2023, it lists only the RadRover 6 ebike as being returned along with an estimated refund in the amount of $2,308.91 for only the ebike ($2,099 + $209.91 tax). The return and full refund request remains for the bike and its accessories, all from my original online purchase from the RadBike website. To meet the RadBike return requirements, I already paid Velofix an additional $219.75 to disassemble and repackage the bike and accessories for shipment.  The bike and its accessories were picked up today via ***** and I emailed RadBikes all requested photos and documentation.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/31/2023

  Dear ****: 
  
  Thank you for contacting Rad Power Bikes! 
  
  We would like to extend our sincere apologies for any inconvenience you *** have experienced in relation to your recent return of items from your original online purchase with Rad Power Bikes. We truly appreciate your patience and understanding during this process.
  
  We have thoroughly reviewed your communication and have taken the necessary steps to address your concerns. We understand that the packing slip you received on October 18, 2023, only listed the RadRover 6 as being returned with an estimated refund of $2,308.91. We apologize for any confusion that *** have arisen from this discrepancy.
  
  To ensure that your return is properly processed and all items are accounted for, we have reached out to our bike return inspection team. They will be returning to the office on Wednesday, November 1, 2023. Upon their return, they will thoroughly inspect the condition and quantity of the items you have returned, including the bike and its accessories.
  
  Once the inspection is complete, we will promptly issue a full refund for all items received, as per your original online purchase. 
  
  A member of our Customer Support leadership team has reached out to you via case number ************ to confirm that we are working to resolve your concern. Please keep an eye on your email inbox for further updates from our team.
  
  Your satisfaction is of utmost importance to us, and we are committed to making this right for you. If you have any further questions or require any additional assistance, please do not hesitate to contact our customer support team at ************************************************************. 
  
  Once again, we apologize for any inconvenience you have experienced and thank you for your understanding. We appreciate your business and are dedicated to ensuring that you have a positive experience. 
  
  Thank you for choosing Rad Power Bikes!

  Customer Answer

  Date: 11/07/2023

   
  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. I received a full refund of $2818.08 on November 1, 2023 from RadBikes. Many thanks to those at RadBikes who worked diligently on this resolution.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/21/2023

  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 purchased an $180 Abus Bordo lock among other accessories for a RadCity5+ ebike also purchased in that order on Sep 11, 2023 (Order # *******. When the bike arrived a week later (before the accessories), I found that the bike's electronic controller didn't work, making the bike useless. The next day, I drove from my home in **********, ** to their shop in Brooklyn to have the bike looked at, and was given an assembled replacement RadCity5+ ebike. Upon returning home, I found that replacement bike had signs of being used, It had many scratches on the frame, pedals, and fenders, including in areas under the bicycle rack that could not possibly be explained. I contact RadPower Brooklyn once again and they confirmed that it had also been returned and had its controller replaced. I told them I shouldn't have to pay full price for a used and damaged bike. I then drive the ******************************* Brooklyn, and selected yet another ebike to replace that one, this time paying nearly $380 more for a higher end model (RadRover 6+) that wasn't returned/damaged (Order # *******).Upon returning home I received my accessories and realized the Bordo lock I'd selected would not be ideal for this model. When I initiated a return for the unused and unopened lock I was informed that I would have to pay a restocking fee of over $56 for the $210 lock (which I paid $180.66 through a promotion).Considering I've spent over $60 in tolls and drove over 6 hours total trying to rectify their business mistakes. I feel it's entirely unfair for them not to provide a full refund for their lock and refund me the difference for the bike I had to settle for due to their damaged products.

  

  Business Response

  Date: 09/29/2023

  Hi! 

  We sincerely apologize about everything you have went through and this is certainly not the experience we want you to have. We have refunded the **** Bordo Lock in full and there is no need to return it. The lock will work with the RadRover 6 Plus Step Thru, it just does not show as compatible because that model bike does not have the mounting points to carry the lock on the bike when not in use. You can use the lock on the bike, you would just need to transport it in a bag, backpack, basket, etc. 

  We have also refunded $300 to the RadRover 6 Plus order. Please allow up to 2-7 business days for your refund to be reflected in your banking statements depending on your financial institution. 

  Thank you so much for your patience and understanding and please reach out if yo have any additional questions! 

  Customer Answer

  Date: 10/06/2023

  I am satisfied with the companys resolution and thank the BBB for their intervention.

• Initial Complaint

  Date:09/20/2023

  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.

  4/19/2023:Purchased the Rad Expand 5 and upgrade LCD Display. 6/27/2023 Called the Customer Support number to find it had been shut down to large demand. I then contacted them using the support email address explaining that the 750 watt motor was only putting out 500 *****************. Received automated response that they were busy.7/5 -7/10 Tried to make contact with Rad numerus time.7/10/2023:Filed complaint with credit card company, they said they would chargeback ***, and I would be credited. 9/6/2023:Credit card company informed me that the money was again released to Rad on 8/23/2023 and I could then again dispute the purchase. Instead of going through the dispute again I decided to try ***'s phone and email support again. Phone still not working and no response to email.9/7/2023:Phone not working. Tried the support chat and was able to get a support Representative to respond. Explained the issue, response was "How strange". After slowly typing back and forth the outcome was Rad needed a video. Made requested video and forwarded it to Rad. Received another automated email about longer than normal wait times, seems to be a pattern.9/8/2023:Received an email that *** was unable to provide support or issue replacement parts because the credit card chargeback was not resolved.9/11/2023:I replied that the credit card company informed me that the money was released 8/23/2023, and the only issue not resolved was ***'s lack of customer service and a 750 watt motor that only outputs 500 ***** according to their LCD display.9/18/2023:Still no response from Rad. Emailed support again and stated that if I did not receive a response by the end of the next day, I would be filing complaints with Better Business Bureau and be forced to again go through the credit card chargeback *********/20/2023:Still no response. Complaint filed at BBB.

  

  Business Response

  Date: 09/29/2023

  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.

  Normally when a chargeback has been initiated, we are unable to issue any replacement orders or offer account support until the chargeback has been settled. Disputing a transaction can take up to 120 days to resolve. This is why we ask our customers to work with us before escalating to outside measures. As outlined in our Warranty, "if any ebike purchase becomes subject to a credit card chargeback in any amount, and you are still in possession of the ebike, then this Limited Warranty shall be invalidated until the credit card chargeback has been resolved."
  
  However, upon further review of your case details and chats with our Customer Support team, it is apparent that the issue with your bike's wattage issue could be traced to an issue with your LCD display. Your RadExpand 5's wattage issue is actually related to the upgraded LCD display you purchased. At the time you purchased it, there was a few displays that were programmed with ****** settings at 500 watt motors. Your motor is a 750 watt motor and you just need a new display sent. We sincerely apologize about the confusion this caused. We have sent that new display to you in order 1199313 to your address on file and followed up with you in case 468825602065.
  

  Thank you so much for your patience and understanding and please reach out if you have any additional questions! 
  

  Customer Answer

  Date: 10/03/2023

   
  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.  Rad Power Bikes sent me the new LCD display and it is installed and works correctly.  The issue is resolved and thank you for assistance in this matter.  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/20/2023

  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.

  We ordered a RadCity 5 ************* Commuter Bike on May 2, 2023 (delivered May 6th) from Rad Power Bikes. Due to family health issues we were only able to put about 135 miles on it. We went on vacation the end of July and were excited to finally get to do a lot of riding in, but instead the power assist and throttle stopped working. We contacted Rad Power Bikes by email as their customer service phone lines we down, and we have been getting the run around ever since. We had it less than 3 months at that point.Yes, there was an error on our part as we provided our previous order number (yep we're a repeat customer), but provided the correct bike information in the first email. As you can see from the attached email threads they have not been very responsive. It was only after I found the email of the *** and cc'd him that I finally received a response saying that not all my emails were'nt going through. That they only received the notification but not the deatails (you would think they would reach out)After sending video's of some tests they requested, it was determined that we needed a new controller, and *** sensor. We have be getting the run around. Some sort of mounting bracket was shipped instead of the controller, only reccently when I was pushing for shipping confirmation on the *** sensor did they tell us it was actually on back order.We went to open the controller on Saturday to see if it was something we could install, because we need to wait to arrange service until we have both parts and found that it was a mounting bracket. That was the last straw. We told them we wanted to hear from them on Monday on their plan to resolve our issues and we haven't heard back from them. We feel they should replace the bike, refund us, or take the parts off a new bike and overnight them to us. Their warranty only covers parts, not service, so we'll still need to pay to have it repaired and their are no guarantees that will be the end of it. Thank you!

  

  Business Response

  Date: 09/28/2023

  First and foremost, we would like to sincerely apologize for the inconvenience you have experienced with your RadCity 5 Plus and the delays in resolving the issues you've encountered. Your satisfaction is of utmost importance to us, and we are fully committed to ensuring that your bike is back up and running as soon as possible. Our mission is to provide our riders with unrivaled customer service, and in this instance, it seems like we've fallen short of our promise. 
  
  
  To correct this issue and to efficiently address the problems you've described, we have shipped out a controller replacement directly from our ******* *************** We want to ensure that you receive the correct part, and this approach allows us to verify the controller we are shipping out to you. However, we regret to inform you that we do not offer overnight shipping as per your request to the Better Business Bureau.
  
  
  You can expect to receive an email within 3-5 business days that contains a shipment confirmation and tracking information from ****** While your label will not have any tracking information at this time, your tracking number for Order ******* is ************. This tracking number will allow you to monitor the progress of your shipment once it is in transit.
  
  
  We understand the frustration you've experienced due to the delays and miscommunications in this process. Your patience is greatly appreciated, and we thank you for bringing this issue to our attention. 
  
  
  Our team will continue to monitor your case closely, and we are committed to providing you with the best possible support. If you have any further questions or concerns, please do not hesitate to reach out to us by email or by using our Live Chat online at support.radpowerbikes.com. We are dedicated to ensuring that you can enjoy your RadCity 5 Plus to its fullest potential.
  
  
  Once again, we apologize for the inconvenience you've experienced, and we thank you for choosing Rad Power Bikes. Your satisfaction is our top priority, and we are here to assist you every step of the way!
  

  Customer Answer

  Date: 10/02/2023

  Thank you for your email. Unfortunately Rad Power Bikes only sent the controller and there was no metion of ******* sensor that we are also waiting for. 
  
  We responded to ********'s email with the following yesterday:
  
  
  Hi ********, 
  
  Thank you for your email, apologies, and update. Unfortunately, there is no mention of ******* sensor that we are also waiting for. We need both parts in order to schedule service to hopefully get the bike up and running again, so please send the sensor immediately and send us the tracking information.
  
  Thank you, 
  Bill and ****
  
  Please do not close are case as they have not resolve the matter yet.
  
  Thanks so much for your assistance!
  **** and ****

  

  Business Response

  Date: 10/05/2023

  *******, 
  
  Thank you for reaching out to Rad Power Bikes about your PAS sensor replacement. Please accept our sincerest apologies for the delayed fulfillment of your order.
  
  This item is being fulfilled by one of our retail service centers as this item is out of stock in our warehouse. 
  
  A tracking number for this item has been sent to your email via case ID ************. The tracking number is ************ and will be shipping via ***** within 3-5 business days or less. 
  
  Please let us know if we can be of further assistance. 
  
  Thank you for being a Rad customer!  
  
  

  Customer Answer

  Date: 11/15/2023

  Unfortunately, things are not resolved. We brought the bike and Parts to ******************** in ********* **. as it was on the list of repair shops that Rad Power Bikes sent. 
  
  They called me today and said that they installed the parts and that the bike is still not working. They think it is the motor but can't guarantee that, this is the problem. 
  
  They said they were willing to reach out to Rad but they don't find that they are responsive and thought that we might have better luck. I'll be emailing them next but wanted to see if there is away to reopen our case.
  
  Thank you for any assistance you can provide.
  
  Best,
  Bill
  

  Customer Answer

  Date: 11/16/2023

  Hi *******,

  Thank you for your consideration in reopening the case. 

  As I mentioned in my email on the 8th, things are not resolved yet.

  We brought the bike and Parts to ******************** in ********* **. as it was on the list of repair shops that Rad Power Bikes sent. 
  They called me called me on the 8th and said that they installed the parts and that the bike is still not working. They think it is the motor but can't guarantee that, this is the problem. 
  
  They said they were willing to reach out to Rad but they don't find that they are responsive and thought that we might have better luck. We emailed them to let them know and we said that at this point we would like a replacement or our money back. 

  They wrote back to us and said that would be more than happy to look into a bike replacement under warranty for us. 
  
  "In order to get this approved, can you ask your shop to forward a video showing that your bike is having issues with its PAS and throttle to *********************************** reference num.: 465064695821?
  
  We'll be more than happy to ship a bike replacement out to you under warranty once we receive the approved video documentation. After the replacement has been shipped out, we will then ask you to use the box/packing material from the replacement bike to ship your original bike back to us. We'll create a prepaid shipping label and schedule a ***** pickup so that this process can be as convenient as possible! ". It sounds promising. Devil Gear Bike Shop sent the video on Sunday, and it appears that there may be a disconnect and I don't believe that they realize that it is for us. I just saw the email exchanges and I will be responding to the emails and will cc you again.

  Thank you,

  **** and ****

  

  Business Response

  Date: 11/30/2023

  Hi! 

  We have followed up with you via email in Case# ************. We have refunded the warranty labor you have already paid to the card that we have on file for you.
  
  We have placed a warranty replacement order for a RadCity 5 Plus ST in Charcoal, as well as your complimentary accessory, to be shipped directly to **************************. Your order number is 1226307. 
  
  You'll receive an email within 3-5 business days (or sooner) with a tracking number to confirm your order is on its way to the bike shop. Be sure to keep an eye on the inbox for your order's email **************** so you don't miss important order updates!
  
  When your order arrives, please provide The Devil's Gear the following warranty labor code: RWAC************ so that we may refund you for the charges incurred for the shop to assemble your replacement bike. Once we receive an invoice, either from you, or from the shop, we'll issue a second refund in the amount of the assembly charges.
  
  Please keep us updated once your bike has been assembled so we can make sure your new bike is up to your standards, and to ensure a reimbursement is issued. Once we have confirmed that your bike is good to go, we'll send over a prepaid shipping label, repackaging instructions and will schedule a ***** pickup to get your original bike picked up from your bike shop (or its current location.) 

  We appreciate your patience in this matter and please reach out with any further questions!