Complaints

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

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  Rad Power Bikes Inc.

  1121 NW 52nd St Seattle, WA 98107

  
• 

  Rad Power Bikes Inc.

  535 Florence St Imperial Beach, CA 91932

• 

  Rad Power Bikes Inc.

  2107 S 700 E Salt lake City Utah, UT 84111

• 

  Rad Power Bikes Inc.

  1121 NW 52nd St Seattle, WA 98107-5130

  
• 

  Rad Power Bikes LLC

  275 W 5 Ave Vancouver, BC V5Y 1J3

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

• Initial Complaint

  Date:09/15/2023

  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.

  Order number: 30-154972 They said they would ship the order by September 8, 2023 and we are now sitting at September 15th, 2023 and they still have not sent my parcel. They keep saying they will send it that day when i complain to them but they dont and i have not received any confirmation that it has been shipped. Either they send me what i paid for or reimburse me immediately!

  

  Business Response

  Date: 09/23/2023

  Dear *******: 
  
  We would like to extend our sincere apologies for the delay in processing and shipping your order #**-154972. Your satisfaction is of utmost importance to us, and we understand your frustration with the delay you've experienced.
  
  We are pleased to inform you that, according to our records, your order was successfully shipped and delivered on Friday, September 22, 2023. We appreciate your patience throughout this process and any inconvenience this delay may have caused you. 
  
  Should you require any further assistance or have any additional concerns regarding your order, please do not hesitate to reach out to our Customer Support team. They are available to assist you with any questions or requests you may have! 
  
  Once again, we apologize for any inconvenience you may have encountered and appreciate your understanding in this matter. Your satisfaction is our priority, and we look forward to serving you better in the future.
  
  Thank you for being a Rad customer!  

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20611394
  
  I am rejecting this response because: i got no help from Rad Power Bikes **************** UNTIL AFTER I told them that I got the BBB involved. Their customer service ***** and there needs to be more communication between shipping and customer service. Due to the massive delay in my parts being shipped, they should have to compensate me somehow as a gester of good faith
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a rad power bike which was warranty recalled a few months later. It took almost 7 months to get my warranty replacement parts which arrived May 6, 2023. As part of the recall installing the new parts was to be set up for us and cover at no coast after dozens of calls and several emails I was told to bring it to local bike shop and provide invoice with code RWAC462083861558 on it and they would reimburse me. I emailed this receipt to them as requested on 8/5 then again 8/21 then again 8/28 all with no reply. I also called about 6 times and not once has someone answer the phone or return a single call. It is not as much about the money ($58) as it is about the horrible customer service. I have never experienced this kind of stonewalling of a new customer. The bike is one of my favorite things I own hands down. Such a bummer that this is how they treat customers following the companies own instructions.

  

  Business Response

  Date: 09/23/2023

  Dear ******, 
  
  Thank you for reaching out to Rad Power Bikes! 
  
  After a thorough review of your case, we are pleased to inform you that we have issued a refund of $60 to the credit card we have on file for you. Our system has sent a refund receipt to your registered email address to confirm the transaction. Please allow 3-5 business days for the refund to post to your account.
  
  We understand that the delay and lack of response have been frustrating, and we sincerely apologize for any inconvenience this may have caused you. Our aim is to provide unrivaled customer service, and we acknowledge that we fell short of our standards in this instance.
  
  If you have any further questions or concerns or require any additional assistance, please do not hesitate to reach out to our Customer Support team. We are committed to ensuring your satisfaction and addressing any remaining issues promptly.
  
  We genuinely value your feedback, and your experience will help us improve our processes to better serve our valued customers in the future. We appreciate your patience and your continued support as a customer.
  
  Thank you for being a Rad customer!  

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20611135
  
  I am rejecting this response because:

  I no longer have that credit card or use that bank.  I am unable to open the attachment you sent and have not received any refund to date.

  Is it possible to just mail me a refund check or credit back the card I paid for the tire install with?  I can provide you current mailing address and or card number.  

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

  

  Business Response

  Date: 09/29/2023

  Dear ******: 
  
  We appreciate your business with Rad Power Bikes and would like to assist you with the refund process for your recent warranty labor charges. Due to the closure of your cardholder account, we will need to process your refund via a wire transfer and request your cooperation in this matter.
  
  To facilitate the wire transfer refund, please reply back to the email from our Customer Support team in reference to case ID ************. 
  
  We appreciate your cooperation in this matter and look forward to getting it resolved as soon as possible. 

  Thank you for being a Rad customer!  

  Customer Answer

  Date: 10/05/2023

  The refund you offered by credit card did not work as credit card has been closed for over 6 months.  *** then contacted me directly via email by someone named ******* to ask for bank and routing number to refund me that way.  After Confirming yesterday with the bank that I will get charged a $10 free for incoming wire I wrote back to the person who contacted me from Rad and offered 3 different scenarios for paying me back. 
  
  1- cut me a check to my current address not my old address
  2- wire the money owed plus the bank
  Fee
  3- instead of paying me back just Send me a deck pad for my bike and we will call it even 
  
  After sending this email I am email they were closing my case and to contact back in 48 hrs if I wants to reopen.  I am Beths. Frustrated!  I sent 3 separate emails this week and have not had a single response.  I also wrote that I would contact the attorney generals office and file a complaint there as well if the are not able to some to a solution with BBB.
  
  The bottom line is they have owed me money for months and have said so I writing but are not paying me.  I have spent dozens of hours dealing with this and it makes me sick to be treated this way!  I bought a $3000 bike package that was recalled only a few months later.  They need to do better!!! 

  

  Business Response

  Date: 10/13/2023

  Good afternoon, ******: 
  
  Thank you for reaching back out to Rad Power Bikes. 
  
  We're reaching out to you in response to the complaint we received with the Better Business Bureau. 
  
  We apologize for the inconvenience, however, upon review of your account correspondence, we were unable to locate any emails you've sent in reply to our email sent on September 29th, 2023, wherein a wire transfer form and instructions for completing said form were sent over. 
  
  At your earliest convenience, please forward the emails that you have *** have sent so we can look into this issue. Please include the ************* each email was sent. You *** also provide screenshots of these emails instead of forwarding them over. This will very be helpful for our IT Team to investigate if there is an issue with our email system. 
  
  Additionally, we regret to inform you that we will not be able to reimburse you for the bank fees associated with receiving said wire transfer nor can we issue a paper check as payment. Electronic payment methods offer enhanced security features, reducing the risks associated with paper checks, such as loss, theft, or forgery. Our policy applies consistently to all customers to ensure fairness and equal treatment. 
  
  Should you be interested in obtaining a deckpad as a means of reimbursement, we are happy to place a backorder for you. This item is estimated to be ********* by the beginning of November. We can also send a $60 giftcard for any purchase made in-store or online at radpowerbikes.com, if this is your desired course of action. 
  
  Respecting your decision to escalate this matter to your ************************** we wish to clarify that the lack of ongoing communication in response to the wire transfer payment form we sent over on 9/29/2023 has limited our ability to address your concerns beyond this BBB complaint. We reiterate that our IT Team was unable to locate any new emails or phone calls from the email or phone number we have on file for you. 
  
  In the interest of a satisfactory resolution, we strongly encourage direct communication with our Customer Support team to address your concerns and facilitate an amicable resolution.
  
  Our Customer Support team remains fully available to you and is equipped to resolve any issues you *** encounter. You *** contact us at ************** weekdays, utilize our ***************** at support.radpowerbikes.com, or reach out to us via email at *********************************** Our team is standing by, ready to provide the necessary assistance.
  
  Please don't hesitate to reach out if you have any other questions, comments or concerns. 
  
  Thank you for being a Rad customer!  

• Initial Complaint

  Date:09/14/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bike for the second time from Rad Power Bikes. Took the bike out of the box to see the size and noticed the wheels being smaller than anticipated, and I am unable to use this bike due to arthritis. My concerns for a return have been issued with the supplier. I would agree to pay the 149$ fee for shipping but not the 655$ 30% charge for opening the box. This is beyond robbery and took almost half of what I bought the bike for. I feel robbed and taken advantage of. I am now out of a bike and money to look for another one. This bike is my mode of transportation for work. Being a returning customer I do not feel taken care of and had I known this was the case I would never of purchased it, nor tell anyone to shop there. I am beyond disappointed and stressed about this. These are hard times for people and some companies are simply taking money from their customers. It's disgusting. I deserve a proper refund , no re stocking fee. Shipping is one thing After reading reviews I see how problematic this company is with customer service.

  

  Business Response

  Date: 09/21/2023

  Dear *********, 
  
  We appreciate your feedback, and we want to assure you that we take your concerns seriously.
  
  Firstly, we would like to apologize for any inconvenience you've experienced during this process, as it was never our intention to leave you feeling unsatisfied. Please know that we genuinely value your loyalty as a returning rider, and we are fully committed to resolving this matter to your satisfaction.
  
  Upon reviewing your case file, we understand your request for a return is due to the size of the bike's wheels and your health condition. While our standard policy typically includes a restocking fee and a shipping fee for buyer's remorse returns, we are able to authorize an exception in your case. If, upon receiving the bike and conducting a subsequent inspection, we find that it is in brand-new condition, we will be more than happy to waive the restocking fees that were previously mentioned in your initial return request.
  
  To facilitate the return process, we have sent an email with prepaid return labels for your RadExpand 5 and RadMirror and have requested your availability so we can schedule a ************ at your earliest convenience. Your case ID is ************.
  
  We sincerely regret any inconvenience this situation has caused you, and we are committed to making this return process as smooth as possible. Your satisfaction is of the utmost importance to us, and we are dedicated to improving our customer experience based on valuable feedback like yours.
  
  If you have any further questions or concerns, please do not hesitate to contact us. We genuinely appreciate your continued support, and we look forward to resolving this matter to your satisfaction.
  
  Thank you for choosing Rad Power Bikes, and we hope to have the opportunity to serve you better in the future.
  
  

• Initial Complaint

  Date:09/13/2023

  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 placed an order for a RadCity 5+ step thru on August 17, 2023. The bike arrived on August 24 and I took it to a bike mechanic with 30 years experience to assemble. He called me and let me know that the bike was ready to pick up, however, there was an error 30 on the LED Display unit and I would need to contact Rad. The bike mechanic had gone through all of the steps on the Rad website pertaining to this error. I sent an email to Rad support on Sunday, August 27th. The email was assigned #********. On Monday, August 28th, I chatted with Rad support and after sending a picture of the error code, they said they were sending a new controller and *** sensor. After confirming my address with ***, I asked when I could expect the parts. I was told a week after I received the shipping notification. In the meantime it took until Thursday, August 31st to receive a reply to my email of August 27th. I received the new controller on September 5th. On September 9th I sent an email asking when to expect the *** sensor. I received a reply on Monday, September 11th stating that the *** sensor was expected in November. *** did give me a $100 credit.I sent an email to Rad on September 12, thanking them for the refund and then requesting a return of the "lemon" bike, asking for free shipping and no restocking fee. I did receive a reply on September 13th asking for picture of the bike, the box, and the mileage on the display, pay a $150 shipping fee, and potentially a %30 restocking fee.I have a bike that is inoperable and will be 3 months old in November with a 1 year limited warranty. Will the warranty be extended because the bike is inoperable?Does Rad not conduct any quality control on the essential parts like the controller? Bad controllers have been mentioned numerous times in reviews of Rad bikes.Why are you unable to contact Rad by telephone? **************** is an essential part of business. I just want a bike to ride, an exchange would be nice.

  

  Business Response

  Date: 09/16/2023

  Dear ****,
  
  Thank you for sharing your recent experience with us, and we sincerely apologize for the inconvenience you've encountered with your RadCity 5+ Step Thru. Your feedback is invaluable in helping us improve our products and services.
  
  We have carefully reviewed your case, and we are committed to resolving this issue as soon as possible. We appreciate your patience and cooperation throughout this process. 
  
  Our team has reached out to you via case ID ************ to begin a warranty bike replacement for you. 
  
  Thank you for choosing Rad Power Bikes!
  

  Customer Answer

  Date: 09/26/2023

  Rad Power Bikes was unable to procure a RadCity 5 Plus ST bike for me.  We are currently working on replacing with a RadRover 6 Plus ST.  I sent a reply to RAD on Sunday, September 24th and I am waiting to hear back from them.  Thank you.

  Customer Answer

  Date: 10/04/2023

  I received correspondence from RAD on September16,2023 saying that they were going to ship a replacement RADCity 5+ ST bike.

  On September 16 I sent an email to RAD confirming my shipping address.

  September 20, email from RAD letting me know the RADCity 5+ ST was no longer available and to please select another bike and they would send it to.

  September 24, emailed RAD letting them know I would like a RADRover 6 Plus ST in charcoal. No Reply from RAD

  September 29, sent an email to RAD asking for the status of my replacement bike. No Reply from RAD

  October 4, sent an email to RAD asking for an update on my replacement bike.

   

  

  Business Response

  Date: 10/21/2023

  To Whom It May ************************* ID: ******** 
  Order: ******* | RadCity 5 Plus ST
  Customer: **** and ***********************
  
  We have replaced the Venneris' bike under warranty, at no charge, with a RadRover 6 Plus. We have also scheduled a ************ for October 25th, per the customers' request, to retrieve the bike we replaced. Additionally, we emailed a giftcard for the purchase of optional upgrades/accessories to the customer to say thank you for their patience during the warranty exchange process. We sincerely appreciate the customers' patience with our team while we coordinated the replacement of their bike as well as the pickup of their original bike. It is our hope that the replacement bike and accompanying giftcard demonstrate our willingness to provide an unrivaled customer experience and make things right. 
  
  A screenshot of our reply has been attached as well as the customers' prepaid return label. 
  
  Thank you!  

  Customer Answer

  Date: 10/23/2023

   
  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 resolved my issue to my satisfaction and were very generous with their gift card.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/13/2023

  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 two ebikes from RAD power bikes, both their Rover 6 models, one is a high step and one is a step through from my wife. The issues began immediately with the step through model. We communicated the issues with RAD Support and they have sent warranty replacement parts out but there is an ongoing issue with a front fork wobble which renders the bike unsafe. This issue was made known to RAD during the first twelve months of ownership and should be covered under warranty. Sinc RAD has provided replacement part(s) for what they determine is the problem, but doesn't resolve the problem, they do not feel obligated to do anything more. They instead have stated that we are operating the bike improperly which is not true. All repairs and replacements have been made by a licensed bike shop, Trek in ********* **********. We have paid out several hundred dollars in having them make those repairs even with the parts coming from RAD. The bike is simply a lemon and should be replaced with a new bike at this point which *** is refusing to do and now has told us that we need to take the bike to an authorized service provider, Trek is apparently not an authorized service provider but, from the beginning of having issues we notified RAD that was who would be doing the work and they stated appreciation for us telling them. In fact ************ has communicated with RAD directly. The business they are telling us to take the bike to now is an inferior and lower quality shop. We are not asking for reimbursement of the service fees just replacement of the defective bike.

  Customer Answer

  Date: 09/14/2023

  I just received a call from RAD corporate to let me know they are shipping a new bike to replace the defective one, they will be sending it to our local Trek bike shop service department who will assemble and tune it for us, at RAD's cost and we will then bring the defective bike in and pick up the new one.

  

  Business Response

  Date: 09/21/2023

  
  Dear ***, 
  
  First and foremost, we want to express our heartfelt gratitude for choosing Rad Power Bikes. We truly appreciate your patience and understanding as we worked to address the issues you've encountered with your RadRover 6 Plus Step Thru. Your satisfaction is of utmost importance to us, and we deeply value your feedback.
  
  We are sincerely sorry to hear about the challenges you've faced with your bike's front fork wobble. We acknowledge that the situation has been far from ideal, and we understand your concerns regarding safety and the ongoing problems you've experienced. Your feedback has been instrumental in helping us improve our products and services!
  
  We want to assure you that your voice has been heard, and we take your concerns seriously. After careful review of your case and the communication with our support team, we have taken immediate steps to resolve the issue. As such, a warranty replacement for a RadRover 6 Plus ST is on its way to you.
  
  In addition to the replacement bike, we understand that you've experienced inconvenience and incurred expenses, which is certainly not the experience we want for our valued riders. To express our sincere apologies for the inconvenience you've endured, we have also sent you a eGiftcard to our website as a token of our appreciation for your patience and loyalty!
  
  We will also be glad to reimburse you for any applicable service charges from the bike shop you've been working with.  
  
  Please know that your satisfaction remains our top priority and we hope this replacement bike will bring you the joy and reliability you initially expected from Rad Power Bikes.
  
  We genuinely appreciate your feedback, and it is through customers like you that we continue to learn and grow. If you have any further concerns or require any assistance in the future, please don't hesitate to reach out to our customer support team. We are here to support you every step of the way.
  
  Thank you again for your understanding and for choosing Rad Power Bikes. We look forward to providing you with an exceptional biking experience, and we wish you many enjoyable rides ahead!

• Initial Complaint

  Date:09/07/2023

  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.

  - Date: transaction: 19 August 2023 - Amount of transaction: $3,418.27 CAD - What the business committed to provide you: The website stated at the time of purchase and continues to states to this day: "Ships: Within 4 business days"- What the nature of this dispute is: Being upfront and candid about time lines for delivery of a purchased item as well as keeping the customer informed of problems/issues with an order.- Whether or not the business has tried to resolve the problem: Can only contact business via chat &/or email and I have tried both options numerous times over the past 10 or so days and each time I'm no closer to knowing when my order will be fulfilled. On numerous occasions I have been told I will hear back soon about the shipping of my order but to this day I have no idea of when my order will be shipped or an expected shipping date?- Account/order tracking number: I have not received a tracking number yet as the order has yet to be fulfilled. The order number is 30-153131 If the issue involves advertising, when and where the ad was seen or heard: Yes, it definitely does involve advertising as the Rad Power Bikes (******) website stated at the time of purchase and continues to states to this day: "Ships: Within 4 business days" and my order was placed 13 (and counting) business days ago.

  Customer Answer

  Date: 09/13/2023

  Hi there. Just wanted to let you know, that I received the ordered items a few days after filing my complaint with BBB. I suppose this will likely end your involvement with my complaint? Having said that, I still plan to leave a review against this company on your website as the company has very poor communication skills/customer relations with a buyer of their product line post-transaction. I wouldn't be at all surprised if it was your contact with them that facilitated a rush shipment to me. Thank you kindly for being here for us consumers. Best regards, ***************************

  

  Business Response

  Date: 09/16/2023

  Thank you for your feedback, Tiger!
  
  We sincerely apologize for any misunderstanding regarding the shipping timelines of your recent order with Rad Power Bikes ******. We understand that timely delivery is essential, and we regret any inconvenience you may have experienced during the order fulfillment process.
  
  We acknowledge your concerns about the lack of communication regarding your order's status. We understand that staying informed about the progress of your purchase is crucial. We deeply regret any inconvenience you experienced in this regard, as it is our intention to provide excellent customer service.
  
  We are continually working to improve our communication channels and streamline our processes to prevent similar issues in the future. We value your feedback and will use it to enhance our services.
  
  Our records show your bike was delivered September 9th, 2023. 
  
  If you have any further questions or require assistance with anything related to your order or future purchases, please do not hesitate to contact us. We are here to provide you with the support you need!
  
  Once again, we apologize for any frustration this situation may have caused, and we appreciate your patience and understanding.
  
  Thank you for being a Rad customer!  
  

• Initial Complaint

  Date:09/07/2023

  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.

  With only 328 mile on the bike, the power switch fell apart and the battery's internal fuse is blown and cannot be replaced. They are trying to tell me my warranty is up as of three weeks ago and that I need to pay $600 for a new battery. The bike is like new. They have no support at all but after three attempts to resolve this in chat rooms, they said they would send a battery after I send them photos and video of the bike and battery. Several pics and video were sent and several emails and I cannot get acknowledgement that they received this from me or when they will ship the battery. I am not sure how a company can sell you two bikes and offer no service to the customer. It's just wrong.

  

  Business Response

  Date: 09/14/2023

  Dear ***, 
  
  Thank you for your patience while our team reviewed your documentation and warranty replacement request for a new semi-integrated battery for your RadRover 6 Plus. While your bike's warranty expired on August 23, 2023, we have approved a warranty exception. 
  
  Your battery was replaced September 7, 2023 via order number 1186335.
  
  Your battery replacement was shipped by ****** The tracking number we have on file for your order is ************. Per our records, your battery was delivered Wednesday, September 13, 2023. Attached is the proof of delivery and tracking results from ******com. 
  
  As such, we are pleased to have resolved this issue to your satisfaction and are confident that no further action is necessary. 
  
  If you encounter any issues in the future, you can reach out to us by sending an email to ********************************** or by using our live chat feature for faster assistance. The live chat feature was reactivated recently to allow our customers to get help right away! You can reach us via live chat, Monday through Friday from 8AM to 3PM PST, by going to our *********** and clicking the "We're online ??" button that is located in the lower right-hand corner of our website. 
  
  Thank you for being a Rad customer!  
  
  

• Initial Complaint

  Date:09/01/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Rad Expand 5 from Rad Power Bikes on Sunday, 8/27/23. The list price was $1649 and I used a $50 off coupon the transaction. The total transaction with tax was $1762 and included a $20 phone mount. Today, Friday 9/1, I checked on the status of my order and saw that my bike is slated to arrive on Tuesday, 9/5/23. I noticed on the website that the bike is now on sale for $1399 (a $250 decrease in price). I chatted with customer service and was told that I could not get a price adjustment for the bike because they couldn't award multiple discounts. I told them to remove the $50 discount and adjust the price to $1399. They refused. I asked for the case to be escalated to a supervisor and they said they would reach out in 72 hours.

  

  Business Response

  Date: 09/06/2023

   

  Dear ********, 
  
  
  This message is to confirm a refund in the amount of $200.00 has been processed to the payment method we have on file (PayPal Express) on today's date: 09/06/23. 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. 
  
  
  This refund is for the price adjustment for your RadExpand 5, to reflect its current sale price. Please accept our sincerest apologies for any inconvenience! 
  
  

  If you need to reach out again concerning this request, please refer the specialist you make contact with to ticket #************. Due to a high volume of inquiries, please allow our team 3 business days between responses. 
  
  
  Thank you for being a Rad customer!  

• Initial Complaint

  Date:08/29/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The bike was received and shortly after the back tire of the bike fell off while I was operating it causing an accident. I had the bike inspected and it was found that the seller had placed an inner tube of 3.5 into the tire. Specs for the bike online state that the tires are 4 in width. No only did I receive a product that was not as advertised, and the mistake made by the seller an incredibly dangerous one that has happened before in the companies history; but when I attempted to contact customer service on numerous occasions, I was met with inordinately long wait times for responses and a lack of suitable resolution. A quick ****** search revealed that this is a common occurrence with well over 100 reports of accidents/injuries, a change in leadership with a promise to ensure the safe manufacturing of their products was made 6 months before I made the purchase. Clearly this company makes empty promises, doesnt care about the safety of their customers, and refuses customer support for their faults by hiding behind a lack of phones and extremely long wait times for responses to emails. The only resolutions proposed by the company involve further time and money spent on my end.

  

  Business Response

  Date: 09/05/2023

  Dear ********, 
  
  We appreciate your feedback regarding your recent experience with our company, but we want to address some important points mentioned in your review.
  
  First and foremost, we sincerely apologize for the inconvenience you've faced with your bike purchase. Your safety and satisfaction are of utmost importance to us. However, we must clarify our position regarding your request for a refund while retaining possession of the bike.
  
  Our policy stipulates that in order to process a refund, we require the return of the merchandise in question for a thorough inspection. This policy is in place not only to protect our interests but also to ensure the safety of our customers. It is concerning that you mentioned a safety issue with the bike and yet wish to keep it. Safety is our top priority, and we cannot, in good conscience, refund a purchase without assessing the bike's condition firsthand.
  
  Regarding the issue with the inner tube, we take product quality seriously. We deeply regret any discrepancy in the product specifications, and we are committed to addressing this matter promptly. However, we can only initiate a resolution process upon receiving the necessary documentation and evidence, such as photos of the bike and the inspection report. This is to facilitate an accurate assessment and ensure that appropriate actions are taken.
  
  We understand your frustration with response times, and we sincerely apologize for any inconvenience this has caused. We are working diligently to improve our customer support services, and we appreciate your patience during this process.
  
  As for your concerns about the safety of our products, we take this matter very seriously. We continually strive to enhance our quality control measures and product safety. Rest assured, your feedback will be used to further improve our products and services.
  
  We would like to address an important aspect of our communication process, specifically in regard to the discussions surrounding your current help request. We appreciate your feedback and value open communication with our customers. However, we must emphasize the importance of maintaining respectful and professional discourse.
  
  As outlined in our Terms of Purchase, Section 20, we expect all interactions with our customers to adhere to a standard of respect and professionalism. We have noted that the communication with your partner, as relayed in your previous messages, does not align with these principles.
  
  To ensure that we can provide you with the best possible assistance and maintain a respectful and professional dialogue, we kindly request that all future communications regarding this matter be directed to you directly. This will allow us to address your concerns in a manner consistent with our commitment to providing excellent customer service. Any future correspondence related to this matter must be channeled through you, the purchaser, as we will focus our responses exclusively on your communications going forward.
  
  We understand that emotions can run high in situations like these, and we want to assure you that our primary goal is to resolve your issue to your satisfaction. By communicating directly with you, we aim to provide a more efficient and respectful resolution process.
  
  If you have any further questions or require clarification on any aspect of this matter, please do not hesitate to reach out to us directly via case ID ************. We appreciate your understanding and cooperation in this regard.
  
  In conclusion, we genuinely want to assist you in resolving this issue, but we require your cooperation in adhering to our return and refund policy. Once we receive the necessary documentation and inspect the bike, we will process your refund promptly.
  
  We value you as our customer and hope to regain your trust by resolving this matter to your satisfaction. Please send us the requested information at your earliest convenience, and we will work diligently to resolve this issue as quickly as possible.
  
  Thank you for bringing this matter to our attention, and we look forward to a prompt resolution.

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a RadCity 5 in April 2023, expecting to have a bike to ride daily. Since then the motor has stopped working three times for a week at a time. Both myself and a local bicycle shop that services other ebike brands have been unable to diagnose the problem. I've emailed Rad bikes multiple times and only received one response, which took over two weeks, and did not contain information to fix the bike. The bicycle is clearly a lemon and this company doesn't stand behind their products, so hopefully the thousands of dollars I've given to them is not something repeated by other customers.

  

  Business Response

  Date: 09/05/2023

  Dear ****, 
  
  We want to begin by expressing our sincere apologies for the challenges you've faced with your RadCity 5 Plus. We truly understand your frustration and disappointment, and we genuinely appreciate you taking the time to share your experience with us.
  
  Your feedback is invaluable, and we take it very seriously. We are committed to delivering high-quality products and unrivaled customer service, and it's clear that we fell short in your case.
  
  Regarding the motor issues you've encountered, we understand that this has happened multiple times and for extended periods. We understand how important it is for you to have a reliable bike for daily use. After carefully reviewing your case and consulting with our Customer Support team, it appears that the root causes are related to your bike's UI remote, controller, and wiring harness. We appreciate the effort you and your local bicycle shop have made to diagnose the problem!
  
  We understand your frustration with our response time, and we are actively working to improve our customer support processes. Please accept our apologies for the delay in getting back to you. We are taking steps to ensure that this does not happen again in the future.
  
  Rest assured, we stand behind our products, and we want to make this right for you. We have initiated the process of sending you the necessary replacement parts for your RadCity 5. Our customer support team has reached out to you directly via case ID ************ to provide guidance and ensure a smooth replacement process. Your satisfaction is of utmost importance to us, and we are dedicated to getting your bike back in perfect working condition.
  
  Once again, we apologize for any inconvenience you've experienced, and we genuinely appreciate your patience and understanding as we work to resolve this matter promptly. If you have any further questions or concerns, please do not hesitate to contact us directly. We are committed to ensuring that you can enjoy your RadCity 5 to the fullest extent.
  
  Thank you for choosing Rad Bikes, and we look forward to providing you with the outstanding service and product quality you deserve!

  Customer Answer

  Date: 09/12/2023

   
  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,
  
  *******************