Complaints

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

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  Rad Power Bikes Inc.

  1121 NW 52nd St Seattle, WA 98107

  
• 

  Rad Power Bikes LLC

  275 W 5 Ave Vancouver, BC V5Y 1J3

• 

  Rad Power Bikes Inc.

  2734 San Pablo Ave Berkeley, CA 94702

• 

  Rad Power Bikes Inc.

  535 Florence St Imperial Beach, CA 91932

• 

  Rad Power Bikes Inc.

  2107 S 700 E Salt lake City Utah, UT 84111

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

• Initial Complaint

  Date:08/28/2023

  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 bought a Rad 6 plus step thru ebike. It was used regularly low mileage. After use with 1/3 battery power left I charged the battery. The Next morning I unplugged and tried to turn on the battery. It was Totally dead. I followed all protocols The Battery light bar is off. Its Completely dead in the bike cradle. Its dead Out of bike cradle and and when plugged in by itself. Its totally dead. No lights at all. Customer support. No one answers phone. E chat only. I was told $600 for a new battery. With $100 e certificate. So $500 on a new battery out of pocket. Its 14 months old. Very Low mileage. Taken care of fully by me. . This is unacceptable. This battery has a fuse that sometimes blows but are unable to *****************. Instead of $2 fuse replacement its $600 for new battery. Looking at alternate websites it appears that sometimes when putting charger plug in the battery if at a slight angle this short will happen. Its common. Its unfair and unjust. Please help. I deserve a battery replacement No cost. 14 months old!!! Thank you

  

  Business Response

  Date: 09/05/2023

  
  Dear *******, 
  
  Thank you for reaching out to us and sharing your concerns regarding your RadRover 6 Plus Step Thru. We sincerely apologize for the inconvenience you have experienced with your battery, and we really appreciate your feedback.
  
  We understand your frustration and disappointment with the situation, especially given the low mileage and excellent care you have taken of your bike. Your feedback is very much appreciated. 
  
  After reviewing your case, we would like to extend our gratitude for your loyalty as a Rad customer. As a one-time courtesy, we have issued a battery replacement at no cost to you. We hope this gesture demonstrates our commitment to your satisfaction and our appreciation for your continued support. Your order number is *******. Your tracking number is ************. The estimated delivery date for your battery replacement is 9/5/2023. 
  
  Once again, we apologize for any inconvenience this situation may have caused, and we look forward to ensuring that your riding experience is back to its full potential with your new battery.
  
  Thank you for choosing Rad Power Bikes!

  Customer Answer

  Date: 09/19/2023

  Rad power eventually got back to me and provided a one time courtesy with a new battery.   At the end of the day they did the right thing.   And replaced the battery which was 14 months old and only 2 months out of warranty.   ** for your help 

• Initial Complaint

  Date:08/27/2023

  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.

  Horrendous customer support and lack of any *********** shops that will service electrical issues on Rad Power bikes has me worried that our RadWagon will never work again.Here is what we've tried:(1) A local shop checked all connections (which is all of what the Error 30 webpage says to do), finding no issue. They said they couldn't fix it and had just stopped servicing Rad Power bikes. We have been told that there is no local shop in ****** that will service electrical issues on Rad Power bikes. Not one.(2) My partner called Rad Power customer service multiple times, waiting for 30+ minutes, and never reached a human.(3) She called Velofix, the official Rad Power service provider in ******. They won't work on Error 30s.(4) My partner emailed twice in July with no response. Her email: "I have an orange RAD wagon bike that is showing Error 30. I took it to get fixed and was told that they checked all the electrical connections and didn't find an issue; thus, they couldn't fix the bike. I called *************** as recommended on your website and they said they don't fix Error 30s and to contact you directly. Please advise.".(5) My partner put the same message above on Rad Power customer service chat and 55 minutes later a rep finally responded. They didn't read her message well, because they just just sent the link to the same webpage before ending the chat 3 minutes later.(6) I just tried all connections again, repeating the instructions on the Error 30 webpage as the bike shop had done for us. Nothing changed.[Final thoughts] We have now gone 4 months without being able to bike our young children anywhere. If we can't find a professional to service our bike and/or get RadPower to actually respond in a way that shows they actually read our message, we have to trash this bike that's only 4 years old. I'm honestly disgusted by how we've been treated.

  

  Business Response

  Date: 09/05/2023

  Hi! 
  
  We apologize for the frustrations that you have experienced with the Error 30 code on your RadWagon3 purchased in 2019 and the delays in getting assistance from our support team and local bike shops. We value your time and understand the frustration that *** have resulted from this, and we extend our sincerest apologies.
  
  We were not able to locate any support tickets under your name or email, we apologize. We have followed ** with you in support Case 467035362205 so we can obtain further information and get you the parts you need to get back to riding! 
  
  Looking forward to hearing from you!

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20529109
  
  I am rejecting this response because:

  The link shared to find repair shops shows only the one shop in ****** that I wrote in my BBB complaint we had talked to (Velofix); this level of support in a major, e-bike-friendly metropolitan areawith only one service, who won't even work on this erroris not acceptable. I will call the ones out of town though to see if they will work on the problem. Also, the support records wouldn't be in my name or email, becauseas I wrote previouslymy partner was the one communicating with Rad Power. One such attempt can be found at chat transcript #********.

  To answer the question about our Error 30, when I turn on the digital display, it comes on normally for 10 seconds (****s by my stopwatch) before flashing Error 30. If I try get the electric assist to turn on during these 10 seconds, either by pedaling or via the throttle, no electric assist occurs.
  
  Sincerely,
  ***********************

  

  Business Response

  Date: 09/14/2023

  Dear *******, 
  
  First and foremost, we appreciate your support and are committed to assisting you with any issues you encounter. To aid our riders in diagnosing and resolving problems from the comfort of their own homes, we have developed comprehensive at-home troubleshooting guides. These guides are designed to empower our riders with the knowledge to identify and potentially resolve issues independently.
  
  In chat case number ******** from July 19th, 2023, our agent sent over the Error 30 troubleshooting guide to help you pinpoint the root cause of the communication error you mentioned. This guide provides step-by-step instructions for identifying and addressing common issues that *** lead to the Error 30 message.
  
  In situations where a bicycle mechanic is not readily available, we recommend following the troubleshooting steps outlined in the guide. Based on our experience, the most frequent culprits for communication errors like Error 30 are the display or the controller. However, it's worth noting that issues with the headlight or taillight can also contribute to these problems.
  
  By following the troubleshooting guide, you will be able to determine which component is causing the issue. In many cases, this step can lead to a quick and cost-effective resolution without the need for professional service. This troubleshooting guide can be viewed from any Internet-connected device here: *********************************;
  
  We truly value your feedback, and your experience is essential in helping us improve our products and services. We understand the frustration of dealing with technical issues, and we're here to support you every step of the way.
  
  If you require any further assistance or have additional questions about the troubleshooting process, please do not hesitate to reach out to our dedicated Customer Support team. They are always ready to provide guidance and assistance to ensure your continued enjoyment of our products.
  
  Once again, we apologize for any inconvenience you've encountered, and we genuinely appreciate your patience and understanding. We remain committed to delivering a seamless and unrivaled experience for all our riders, and your satisfaction is our top priority.
  
  Thank you for choosing our products, and we look forward to helping you resolve the issue you're facing. If you have any questions about the troubleshooting guide we linked above, please respond to the email we sent over to you on September 5th, 2023 in reference to case numbers ******** or 467035362205. 
  
  Thank you for being a Rad customer!  

  Customer Answer

  Date: 09/19/2023

  
  Complaint: 20529109
  
  I am rejecting this response because:
  
  The response shows the exact same issue I complained about in my first complaint. I had written, "They didn't read her message well, because they just just sent the link to the same webpage..."
  
  I find it both disgusting and ironic that we have just been sent here on BBB that EXACT SAME WEBPAGE. If ******* had read our complaint, not only would they know not to repeat the exact behavior we are complaining about, but they would have known that both a bike shop and we already have gone through the troubleshooting steps.
  
  Let this communication thread stand as further evidence that Rad Power is not thoughtfully engaging with their loyal customers but rather---when they are actually reachable, a feat in itself---appear to skim their customers' messages and reply with scripted replies that waste everyone's time and bureaucratically trap their customers in limbo, with no resolution and no bike.
  
  Rad Power, start treating the lifeblood of your company, your customers, like real people. Otherwise, you've already peaked as a business.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/25/2023

  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 spent several ****s of dollars on two e-RAD bikes ..I had parts break on the bikes and needed replacements. I tried to call several times and sent multiple emails. I then took bikes to a a bike shop where they have been for 2 months. The bike mechanics says The same thing he has emailed and called Rad at least 10 times and they will not respond back

  

  Business Response

  Date: 08/31/2023

  Dear *******, 
  
  We sincerely apologize for the inconvenience you've experienced. We regret to inform you that, despite our best efforts, we have been unable to locate an account under your provided first and last name, phone number, or address. However, we would like to make it know that this situation is certainly not indicative of the level of service we strive to provide.
  
  We completely understand the frustration caused by the issues with your bikes as well as the lack of response you've received. We appreciate the opportunity to make this right!
  
  Could you please provide us with additional details such as you order number, purchase date, account email, or any other information that might help us locate your account? We very much appreciate your assistance so that we can get this taken care of for you as soon as possible! 
  
  Please send an email to ********************************** with this information when you have some time. We ask that you include the following information in your email subject line or body: BBB Complaint ID #******** so that it will be forwarded to the correct contact person within our organization.
  
  Once again, we deeply apologize for the inconvenience and disappointment that you've faced and thank you for your patience. Please know that we are absolutely dedicated to rectifying this situation and ensuring your trust and satisfaction with Rad Power Bikes! 

• Initial Complaint

  Date:08/24/2023

  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.

  I purchased a E-bike on-line from Rad Power Bikes on July 25, 2023 for $1471.05. On July 31, 2023 Rad Power Bikes delivered a bike which was defective. It would not turn on but only signaled a MAJOR error "Code 30."I worked with Rad support to try to fix the issue. I have chat logs of every word. They confirmed that the "error 30" was NOT caused by the only two cables which I (or any consumer) would touch: the display and the headlight.I worked with RAD to disconnect five additional cables which are FACTORY connected. None of those actions fixed the problem. *** Help said that the seven disconnections we tried had proven there was a problem with a "major component." They offered to send me a new "controller" (the BRAINS of the e-bike) and a new wiring harness. They wanted ME to replace them both with their barely responsive chat help line. After hours of physical troubleshooting, I demanded a refund on August 1, 2023.*** said I could return the item and the "returns team" would contact me within "72 hours".The Returns Team did not contact me until August 14, 2023, despite MANY attempts by me between August 1 and August 14. The returns team told me my return was approved, but they needed to see pictures of proper packaging of the bike. I sent pictures the same day.The return team took ten days to review my packaging pictures, and on August 24 they sent me a ***** label for the return. At this time they mentioned for the FIRST Time that they might only refund as little as $884.50. They FALSELY indicated the return was due to "No longer needed/wanted: Changed mind." Then five minutes later they refunded $518.00 Based on that, I have disputed the transaction with my bank, to cancel the entire payment of $1471.05. In Forty years of banking with USAA this is the ONLY chargeback/dispute I have ever initiated.This is my second RAD bike. The first went well. I HAD recommended Rad to many persons.Thank You for looking into this.

  

  Business Response

  Date: 08/31/2023

  To Whom It May ************************* ID: ********
  Order: 1152018
  Customer: Bill/*******************************
  
  Thank you for your patience while we worked to process your return request and refund. Due to an internal error, we issued a refund for just the shipping and restocking fee portion of your return. A refund in the amount of $518.00 was sent via PayPal Express on August 24, 2023. 
  
  This message is to confirm a refund in the amount of $953.05 has been processed via PayPal Express on today's date: August 31, 2023. With this refund, the our records reflect a balance due of $0.00 for Order 1152018.
  
  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 PayPal for further details.  
  
  Thank you!  

  Customer Answer

  Date: 09/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this full-refund resolution is satisfactory to me.  It is unfortunate that Rad Power Bikes took 14 days to authorize the return of an admittedly factory-defective item, and then ten more days to review photos of the packaging of the return.  After 24 days total, when they mistakenly indicated I would get only a partial refund, I was at the end of my patience.  I hope the company will prosper and somehow eliminate the causes of such a slow response.  I think the possibility of a BBB score downgrade for slow response should be on the table if such timelines continue.
  
  Sincerely,
  
  V H

• Initial Complaint

  Date:08/24/2023

  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.

  Purchase date: 7/3/2023 - Order #******* Arrival date: 7/14/2023 Bike put together on 7/26/2023 (we were out of town right after it arrived) - contacted RadPower same day requesting support on issues - the throttle and pedal assistant were not working. They provided troubleshooting pages.7/27: Reached out again, troubleshooting didn't solve problem. Sent out a new controller and PAS system.7/29: Items arrived 7/31: Took to a ********************************* bike shop with items to be replaced 8/3: Bike shop installed and tested, PAS and throttle still didn't work. After testing against a working bike, they discovered it's the back wheel motor hub that isn't working. Reaches out to RadPower for a new one, they said they would send one out.8/8: No update from RadPower, bike shop reaches out again. Now they put in the order for the backwheel hub.8/14: I reach out to RadPower for an update. They say the item is backlogged and it can take a few weeks. After hearing that, I requested a refund 8/18: RadPower replies giving a large amount of instructions in order to receive a refund, then states I have to pay for shipping ($150) and restocking fee of 30% ($600). I replied stating I should not have to pay for that since the bike is defective.8/24: No reply. Overall the customer service is terrible, and I can't keep taking time off from work to try to resolve. They are only available between 9am - 3pm and even then it takes hours for someone to reply and when they do you have to answer in one minute or they shut you off. I just want a full refund and not have to pay for the shipping or restocking because the bike was defective in the first place.

  

  Business Response

  Date: 08/29/2023

  To Whom It May ************************* ID: ******** 
  Order: 1134800
  Customer: *************************
  
  We've responded to the customer's request with the following ticket number: ******* and are awaiting their reply. Our team has approved an exception to our standard return policy and have sent **************** a message containing the information we need on file to process a fee-waived return. 
  
  A screenshot of our reply has been attached.
  
  Thank you!  

  Customer Answer

  Date: 09/02/2023

   
  Complaint: 20515611
  
  I am rejecting this response because as noted in numerous emails to Radpower, I will happily return all items for a full refund. However, when I received their response of approval for return, I let them know that I still have to pick up the bike at a radpower certified service shop that is over an hour away and couldn't do that until I return from being out of town, which will be a week. They responded with that is fine but next I heard from them they had closed my case as resolved since I hadn't responded. This is not resolved until I am fully refunded and not charged for a restocking and shipping fee. I'd like to also add they are asking me to procure my own shipping material, which adds to the time to send it out. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/22/2023

  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 currently own a Rad Power Bike, the Rad Rover 6 Plus ebike. I purchased this bike in November of 2021 and have maintained the appropriate maintenance for this bike ever since I have owned it. Recently, an error code 21 displayed on my e-bikes display screen. As a result, nothing will engage from the motor on the bike except the display still has power to it. To remedy the issue, I went to Rad Power Bikes website, and sent an email to Rad Power Bikes on August 12, 2023. Thereafter, I received an automated response via email from Rad Power Bikes to use a link to help solve the problem. The link sent me to the Error 21 Trouble Shooting Guide. After checking each progressive step in this guide, I wasnt able to resolve the 21 error code. The email also prompted me to take pictures of specific wire connectors/connection points related the the bikes battery and motor. I attached the photos, as specified by the automated system, to the email thread. My Rad Rover was in great working order before this error code initiated. Im not qualified to make any further decisions related to fixing the bike without support from their customer service. I also tried to call a ******************** Showroom in ****************, reached a recording, and was prompted to leave a message. There has been no response back from the Rad Showroom retailer. The lack of communication from Rad Power Bikes customer support is concerning and unacceptable. There isnt a customer service line telephone number to call and the automated email system said, Thank you so much for taking the time to contact Rad Power Bikes! My apologies for the delay in response- we currently have a lot of riders reaching out to prepare for the riding season. I have some form of a claim number ********, but no further follow up support.

  

  Business Response

  Date: 08/25/2023

  Dear *****,
  
  Thank you for taking the time to reach out to us with detailed information about the steps you've taken to troubleshoot the issue with your RadRover 6 Plus. We appreciate your efforts in following our troubleshooting guides and attaching the necessary photos for further assistance. It's disappointing to hear that the provided solutions didn't resolve the Error 21.
  
  We'd like to assure you that your concerns have not gone unnoticed. We take your feedback seriously and are committed to improving your overall customer experience. It's clear that we fell short in providing timely and effective support, and for that, we send our sincerest apologies.
  
  On a positive note, we're pleased to inform you that we have taken action to address your situation. As of August 23, 2023, we created an order for replacement controller for your Rad Rover 6 Plus. This replacement aims to resolve the error code 21 and restore your bike to its optimal condition once more. Please be on the lookout for the shipment and any shipment update email notifications. We appreciate your patience as it makes its way to you!
  
  Moreover, we want to let you know that we are actively working to enhance our customer support processes and response times. Your experience has highlighted areas where we can improve, and we are taking significant strides to ensure that instances like these are minimized in the future.
  
  Once again, we apologize for any frustration you've encountered during this process. Your satisfaction remains our top priority, and we are committed to restoring your faith in our brand once more.
  
  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 9AM 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:08/21/2023

  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.

  1. 8/15 I contacted *** (there's no phone number, only chat or email) to let them know the bike I recieved wouldn't allow the key to be insertted into the ignition. After a long conversation, ******* told me to stick a flathead s**** driver in the key slot and wiggle it around. I did. The key still couldn't be inserted ( I sent him a video to verify the issue). Next he told they would deliver me a new key and battery combination. I wasn't comfortable installing it and wanted to return the bike and get my money back. ******* informed me he would send me to another department for help. I was on hold for over an hour and was told my the next person ******* didn't send me to the right person that I actually needed to set up the return with the online form. I tried. It didn't allow me to complete the return instead I was directed to send an email documenting my complaint. I did. 2. 8/15 I recieved an email from ******* informing me the bike couldn't be returned until I sent photos. I did. 3. On 8/16 I sent an email asking him if he received the pictures. No response. 4. On 8/17 I sent him an email asking him if he received the pictures. At 12 pm he responded saying they didn't get the pictures and asked me to send them via Dropbox. I immediately sent them out again and asked for confirmation of receipt. No response. 5. 8/18 I sent another followup email asking that he send my return label. No response.6. It has been seven days that I've spent hours trying to get this bike returned to no avail. RAD bike sent me a broken bike. I am asking for they refund my money immediately and send a return label for the bike. Because the bike was delivered with a broken ignition (I've sent them the video documenting the broken ignition) I do not expect to be charged $149 for shipping nor the 30% restocking fee. There is no way to contact them except by email.

  Customer Answer

  Date: 08/24/2023

  Hi *******, 

  First let me thank you for helping me. It elicited a response, unfortunately not the response I was hoping for. On August 22, ******* finally emailed and, after me sending him countless emails stating I want a shipping label and my money refunded, he sends me this; "Thanks for reaching out to us. I know this can be frustrating. I'm sorry for any inconvenience with your bike. I will be happy to help you. 
  Thank you for the video. Based on the video it looks like you will just need a replacement key. I have placed an order for you key. order number  1173880. If you  have any question please feel free to reach out to us."

  My response, "Again, I do not want a replacement key. I am returning the bike. I will ask you once again for the shipping label to return the bike. *** also contacted the Better Business Bureau and the attorney general's office. I was excited to work with your company, but the customer service that Ive experienced is beyond the pale, again I have a defective bike, and I am saying one more time. I am asking you once again for a shipping label and to refund my money. Why do you insist on making this so hard? So I will go ahead and contact the Better Business Bureau again and the attorney generals office to let  them that you are still refusing to send me a shipping label and have yet to refund my money."

  The next day he sent out a form letter, the same letter he sent me ten days ago. The same letter I replied to ten days ago. I don't even know how to respond, he just keeps giving me the run around.  Do you. have any suggestions? My response today was as follows,

  
  Me: "You sent this form letter out on August 14th, I completed everything requested. Why are you sending it again? You wanted pictures, I sent them to you three times. The next step, the step I have waited nine days for is for you to approve the return and send the shipping label. Have you done it? 
  I fulfilled my duty the day I got your email. What will it take for you to complete this return? Seriously, why are you making this so difficult?. I really don't understand."

   

  Below is a copy of the form letter he sent again. 

   

  *******, "We have a fantastic Returns team that will gladly assist you in processing a return for your order. All returns are handled through e-mail by our Returns team for the purpose of collecting documentation and sending return shipping labels. They can be reached online through our Help Center or our Website. Please allow them up to 72 business hours to respond.
  
  To expedite the return process, please reply to this email with some photos of:
  
  -The bike as a whole (Only if assembled/out of the box)
  -The mileage on the display (even if zero) - please make sure the display is turned on (Only if assembled/out of the box)
  -The box condition - EVEN IF UNOPENED (be sure to document any box damage that already exists)
  -The ID labels on the box
  -Accessories also being returned (if removed from the boxes) - or just the boxes if they're unopened
  (Please do not use ****** Drive for photos, we cannot access it).
  We will need these photos for the return request but it will also allow us to see the condition of the item as it leaves your hands in case it is damaged in transit. Please keep in mind that your bike must meet the conditions of the return policy for it to be eligible for a return. Please refer to our Terms of Service for further information. We charge a return shipper fee of $150 and a restocking fee of 30% if not in a new condition.
  
  Pending approval of this return, we will provide repacking instructions should they be needed. Once it has been confirmed the bike has been repackaged and/or is ready to be picked up, we will provide all necessary pre-paid return labels as well as schedule a ************ on whichever ****************** best for you.
  We do require that a ************ be scheduled on our end as this will provide us with complete tracking of your bike; should anything happen in transit, we want to be sure that this is entirely no fault of your own!
  We will require more photos for documentation as we move forward, just so that you're aware. Please be ready and willing to provide all requested documentation as this is for your own protection.
  
  NOTE: Please do not repackage your bike until this return has been approved, and please do not continue riding the bike if you intend to return it.
  
  If you agree to these terms and would like to move forward with the return, please provide the requested photos, and please let me know if you have any other questions or concerns!

   

  ARGH. On another note. I am seriously so grateful for the service you offer. Online, a person was dealing with an RV company and asked for suggestions. I suggested as a first step to contact his local BBB. Someone else pitched in and said, why? No one used them anymore. I and several others stepped in and all said that isn't true. Within hours of him knowing I contacted you he sent out his letter. You make a difference and I'm grateful. Now. let's get this bike out of my living room! Thank you again. *****'

  Customer Answer

  Date: 08/28/2023

  I want to update you with my case. I have made seven requests for RAD customer service to issue a return label and refund my money. I had an attorney read over the contract and I'm well within my legal rights to request a return. My return requests are ignored and I continue to be stonewalled. Here is the latest synopsis. Thanks for your help.

  8/14 10:48 am Contacted RAD customer service regarding the ebike I purchased online and received on 10/12. Ignition didnt work. Sent video documenting key wont go into the ignition. Troubleshooting advice was to stick a screwdriver into the ignition and jiggle it.I did. The key still couldn't be inserted. I was then told he would send me a key and battery combination. I wasn't comfortable installing it and declined. I stated I wanted to return the bike and get my money back. I requested a shipping label and return date. 
  I was informed that returns arent his department and he put me on hold to another department. After being on the phone for over an hour I was informed by the next agent I wasn't in the return department and that they couldnt help me and directed me to start my return online. 
  I attempted to do the return online but the program rejected my request, instead routing me to send an email requesting a return which I promptly did. I sent the email, stating the bike isnt functionable and I want it returned and get my money back. 
  8/15 2:46 pm I received an email from C from customer service. In order to begin a return, he requests I send pictures documenting the condition of the bike, the box it arrived in and evidence the bike is new. I sent the pictures immediately, requesting confirmation. 
  8/15 2:46 pm I sent him an email requesting confirmation he received the pictures. No response.
  8/16 I sent out another request for confirmation again. No response.
  8/17 sent out another request for confirmation and reiterate I want to return the bike and am requesting a shipping label. 
  8/17 C responds by stating he didnt receive the pictures I sent out three times and requested I send them via Dropbox. I sent them out immediately. I again stated I want to return the bike and am requesting a shipping label. No response.
  8/17 I emailed C again requesting confirmation again and reiterated I dont want the bike, I want to return it and I want my money back. No response. 
  8/21 I sent C another email stating the following, C, it has been seven days waiting for return instructions. Please send. No response.
  8/22 I sent another email asking C to also include a return label for the unopened bike lock. 
  8/22 I received an email from C stating, Thanks for reaching out to us. I know this can be frustrating. I'm sorry for any inconvenience with your bike. I will be happy to help you. Thank you for the video. Based on the video it looks like you will just need a replacement key. I have placed an order for you key. order number  *******. If you  have any question please feel free to reach out to us.
  8/22 I respond to C with the following, Again, I do not want a replacement key. I am returning the bike. I will ask you once again for the shipping label to return the bike. *** also contacted the Better Business Bureau and the ************************** I was excited to work with your company, but the customer service that Ive experienced is beyond the pale, again I have a defective bike, and I am saying one more time. I am asking you once again for a shipping label and to refund my money. Why do you insist on making this so hard? So I will go ahead and contact the Better Business Bureau again and the ************************* to let  them know that you are still refusing to send me a shipping label and have yet to refund my money. 
  8/22 Upon receiving my email about contacting BBB and the Attorney General (which I did and BBB has followed up to no avail) C sent me the same return form email he sent me on 8/15 which informs me in order to process a return I have to send the pictures he's already received. 
  8/22 Instead of honoring my return request and despite my objections,, C issues a ***** delivery with the keys. I refuse delivery.
  8/24 I sent C yet another email stating the following, C, You sent this form letter out on August 14th, I completed everything requested. Why are you sending it again? You wanted pictures, I sent them to you three times. The next step, the step I have waited nine days for is for you to approve the return and send the shipping label. Have you done it? 
  I fulfilled my duty the day I got your email. What will it take for you to complete this return? Seriously, why are you making this so difficult?. I really don't understand. I have received no response. 
  8/25 Contacted an Attorney.
  
  
  
  
  
  
  

   

  

  Business Response

  Date: 09/05/2023

  Dear *****, 

  We sincerely apologize for the inconvenience you have experienced with your RadExpand 5.  We understand the frustration you must be feeling, and we want to assure you that we are actively working to resolve this matter for you! This is not the level of service we wish to offer our riders, and for this, we are sincerely apologetic. 
  
  To make progress towards a resolution, we have opened a bike return request on your behalf, and we appreciate your patience in providing the necessary photos to proceed with the return process. We can confirm that we have received the photos you sent via Dropbox.
  
  At this time, we are awaiting the return of your bike to our ******* retail location. 
  
  We understand that you have initiated a chargeback with your bank, and we want to assure you that we will not contest the fund reversal upon receipt of your returned bike. 
  
  We apologize for any communication issues you encountered during this process, and we will strive to improve our customer service in the future. Your satisfaction is important to us, and we appreciate your patience and understanding as we work to resolve this matter to your satisfaction.
  
  If you have any further questions or concerns, please do not hesitate to reach out to us via email at support@radpowerbikes, re: case ID ************. 
  
  Thank you for choosing Rad Power Bikes!

  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. Thank you for your help.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/18/2023

  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 RAD City 5 power bike online, $1,938.00. The bike arrived on 7/14/2023. The first ride, the bike failed even though fully charged, it would not power up again. Also the key pad that should be on the handle bars was in pieces at the bottom of the box. My son was able to put that back together. We contacted RAD immediately through their help/support line to return the bike as it did not work and we have no idea if it is a faulty screen or a battery issue. There is no repair or warranty shop in our area. Closet store is ******** ** 2+ hours away. I have been emailing the help/support center asking them to provide a paid return shipping label. They wanted me to pay $149.00 to return - I am not going to pay to ship a nonfunctional bike that never worked in the first place. I have emailed weekly, sometimes daily. they reply, but with no viable solution. Last week they sent an email saying "haven't heard from you in 3 days so consider the problem solved". Unbelievable.I want a paid return label and a ************ all handled by ***. I am a senior citizen and my son has challenges (spectrum). This is terribly difficult for us and RAD has no phone number to call. When calling stores, literally the only store that answers is the one in *******~they did send a message to the help center to try and help, but still nothing. I disputed the charge with my credit card, and still RAD is a not spurred to do the right thing. No customer service!! I am out the cost of the bike $1,938.00 and have an inoperable bike just sitting there.

  

  Business Response

  Date: 08/23/2023

  To Whom It May ************************* ID: ******** 
  Order: 1136583 
  Customer: *******************************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. We have asked for photos of the bikes condition as a required step in the Returns process and have explained why the return shipping fee will apply. 
  
  A screenshot of our response to the customer has been attached.
  
  Thank you!  
  

  Customer Answer

  Date: 08/30/2023

   
   All requirements from the merchant have been met. Photos sent as requested. *** stated last week that they will arrange to have the repackaged bike picked up by *****. That as not happened as yet. I will report back to BBB when that happens.
  
  *******************************

• Initial Complaint

  Date:08/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 2 Rad bikes. 1 works fine but one has had issues since day 1. I've had contacted Rad multipe times and they take days and weeks to respond. The last issue my bike was in the repair shop for 6 months while Rad warranty worked with the local bike shop to get it fixed. During this time *** claims "we'll extend your warranty for the duration it's in the shop and that won't start until it's in working condition." Finally after 6 months, I get the bike back from the shop, test ride it 2 blocks at home and it breaks again and has been broken since May. Now *** is saying it's "out of warranty" and won't repair it so not only are they not honoring their original warranty but also absconding from their extended waranty they promised!This is the 4th time it's broken since I bought it and I either want to exchange it for a working bike or a full refund and I return the bike, this is a lemon per WI law.

  

  Business Response

  Date: 08/23/2023

  Dear ****: 
   
  We're very sorry to hear that you've been facing an issue with your bike, but we are more than happy to help troubleshoot this issue and assist you with ordering replacement parts, if needed. 
   
  However, we'd like to clarify a few things that you've mentioned in your emails to our team. 
   
  Firstly, it does appear that a warranty extension was granted to your account on October 28th, 2022. Per your statement, your bike was repaired with the help of a local bike shop. It was running for 6 months and experienced some issues after this six-month period. As such, your warranty period would have expired on or near April 28th, 2023, taking into account the period in which it was not operable. This means that while we did extend your warranty, this extension has since expired. As such, part replacements will not be covered. 
   
  While we are very sorry to hear that you've had to replace parts numerous times on your bike, Lemon Law does not apply in this scenario. Per our research into ********* statutes pertaining to this claim, electric bikes are not considered motor vehicles as per Section 3. ****** of the 2019 ********* Act 11.  
   
  Per our refund policy that was in place at the time of your purchase, the return eligibility period is limited to (14) days after the date which your bike was delivered/received. As such, your request for a refund or a return cannot be honored at this time. 
   
  We respectfully disagree with the statement that we engaged in delaying communication intentionally to evade fulfilling your warranty. Our priority is to address customer inquiries as promptly as possible. During peak season, however, response times might be longer due to the volume of inquiries we receive.
   
  We are more than happy to help get you back on your bike as soon as possible. We can either go over some additional troubleshooting steps or guides, if you would like; or we can look into getting a replacement part shipped to you. When you have a moment, please send an email indicating which option you would like us to explore and a summary of the current issues your bike is experiencing. 
   
  We understand that this process has been far from satisfactory, and we deeply regret the difficulties you encountered. Your concerns are taken seriously, and we will use your feedback to improve our service and ensure this does not happen in the future. We want to assure you that we prioritize customer satisfaction, and it is disheartening to hear that we have fallen short of your expectations. Your experience is not reflective of our commitment to delivering unrivaled customer service, and we deeply regret any inconvenience it may have caused you.
   
  Once again, we want to extend our sincerest apologies for the inconveniences you have experienced. We genuinely appreciate your feedback, as it helps us grow and improve our services. Should you have any further questions or concerns, please do not hesitate to reach out to us by chat or emailing **********************************.
   
  Thank you for your understanding, and we hope to have the opportunity to regain your trust and provide you with a seamless experience that reflects the quality of our products.
   
  Wishing you many happy rides in the near future! 

• Initial Complaint

  Date:08/15/2023

  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.

  Hello,I placed an order for a rad wagon 4 on Jun 25 (ORDER 30-145973) which was paid in full.My understanding was that the bike would be shipped in July, however, I was notified in July that shipping was delayed to August 8. That date has passed with no updates about the shipment. I've reached out to customer care 3 time and did not get any answers to when I should be expecting my product. I later emailed and still to receive a reply.I would like the company to communicate a clear and reliable shipping date and deliver the product that was paid for in a timely manner.This has been an extremely frustrating experience. ***

  Customer Answer

  Date: 08/18/2023

  Hello,

   

  I just received the Rad bike, so this issue is now resolved. I did not get an email about the product being shipped, it simply suddenly appeared on my porch.