Reviews

This profile includes reviews 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

  
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  Rad Power Bikes Inc.

  535 Florence St Imperial Beach, CA 91932

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  Rad Power Bikes Inc.

  2107 S 700 E Salt lake City Utah, UT 84111

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  Rad Power Bikes Inc.

  1121 NW 52nd St Seattle, WA 98107-5130

  
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  Rad Power Bikes LLC

  275 W 5 Ave Vancouver, BC V5Y 1J3

Review Details

• Review fromJeffrey K

  Date: 08/28/2023

  1 star
  Firstly, Emailed them to cancel the order which was ignored. Then bike arrived with a error 21 code which renders the electronics useless. I EMAILED THEM AND TRIED ALL THEIR FIXES TO NO AVAIL. I'M NOW TRYING TO RETURN THE **** I TRIED TO CANCEL. BUYER BEWARE!!!! AVOID RAD POWER BIKES.

• Review fromRobert W

  Date: 08/28/2023

  1 star
  Wasted ******* on a bike that does not work. Bought in June hoping g to ride this summer. Now end of August. Have been trying to contact them for 2 months. They responded to my multiple phone messages after one month but I missed the call so now back in the line. Chat line tried to help. Will not take bike back until "troubleshooting" They will order a part that is"notin stock"Should be investigated for fraud.SCAM

• Review fromGlenda H

  Date: 08/26/2023

  1 star

  Glenda H

  Date: 08/26/2023

  Rad rover 6 plus, was ordered in June. After delays , my address begin too remote, had to pick bike up at a neutral location. Unpacked bike and followed every instruction for assembly. When assembled, followed instructions for powering bike up. Discovered onboard tech for monitor and pedal assist didnt work. Contacted company via every platform at my disposal. No reply to this date. They dont answer or respond to calls. On-line forum is only beneficial if they reply!! They dont. (Also, digital contact isnt always an option for those of us who live remotely.) Long story short, bike is useless at this point without computer working. Seriously frustrating. I wish there was a rating less than one star.. They dont deserve to have a rating.
  

  Rad Power Bikes Inc.

  Date: 08/31/2023

  We sincerely apologize for the frustration and inconvenience you've experienced with your RadRover 6 Plus! We understand how important it is to have a functional bike and receive timely support, and we deeply regret the delays you've encountered in getting assistance.
  
  We genuinely value your feedback and want to assure you that your concerns have been heard. Your case ID: ************ has been escalated to one of our senior customer support specialists who will be in touch with you as soon as possible. They will work closely with you to resolve the issues you've faced with your bike.
  
  We recognize that living in a remote area can sometimes pose challenges with digital communication. Please accept our sincere apologies for any frustration this situation has caused. Your experience does not reflect the level of service we strive to provide, and we are dedicated to making things right for you. 
  
  Thank you for your patience, and we look forward to resolving this matter promptly.
  

• Review fromJorge B

  Date: 08/24/2023

  1 star

  Jorge B

  Date: 08/24/2023

  I purchased an ebike and it had a bad battery. It took a long time to resolve a battery replacement due to months and months "of we're busy but we haven't forgotten about you, " emails. Finally, I get notified about a battery being shipped to me. They verified my address and sent me a tracking number. ***** ended up sending it back to the company ** the address was not a typo it was completely wrong. I know this ** I asked the ***** representative. I sent a strongly word email basically saying get back to me soon or I will do everything I can to escalate this to the highest levels I can reach in your company. I've heard nothing back except an auto-generated response that they got my message.
  

  Rad Power Bikes Inc.

  Date: 08/25/2023

  Dear *****: 
  
  Thank you for contacting Rad Power Bikes. Your feedback is much appreciated!
  
  We would like to apologize for the delayed response to your recent inquiry to our customer support email inbox. We value your time and understand the frustration that *** have resulted from this delay, and for that, we extend our sincerest apologies.
   
  We've created a warranty replacement order to send you a new RadMission battery back to replace the one that was returned to our warehouse due to an unforeseen error with this order. 
   
  Your order number is *******. You'll receive an email within 3-5 business days (or sooner) with a tracking number to confirm your order is on its way to you! Be sure to keep an eye on your account email for important order updates. 
   
  Once your battery arrives, below is a guide you can use for installation:
  ****************************
  

  
  Our team can be reached by sending an email to *********************************** There are also a number of self-service resources available our ************ If you need to reach out again concerning this request, please refer the specialist you make contact with to ticket #************.

  
  Thank you for being a Rad customer!  
  

  
  

• Review fromBrenda S

  Date: 08/16/2023

  1 star
  I could echo ************, ************, ****************, ********** and so many others here. Defective bike. Hours up on hours of phone calls (when they actually took them) with multiple reps. All promising help. New parts, but the wrong ones, shipped. Wait wait wait. When right parts finally received, they don't work. Now they won't take phone calls. Chat is a joke. They must have AI responding. A lot of "so sorry" verbiage but no ACTION to resolve issue. We have so many ticket #s it's ridiculous. Bike is at an approved RAD repair shop (a long way from where we live) with supposed replacement but replacement is once again bad. RAD won't respond to them either. We've spent so much time and money. I fully expect a response to this from RAD claiming we're out of warranty. OF COURSE because we've been ghosted for so long. If I could give them 0 stars I would.

• Review fromKate R

  Date: 08/11/2023

  1 star

  Kate R

  Date: 08/11/2023

  I wish I could leave zero stars. I have never experienced such terrible customer service in my life, and I am not that young. There is no operational phone number. They work only through email. I am convinced they have a playbook for 'how to delay communicating". The ask for photos and videos which is appropriate, but a response generally takes 10 days, in which they then ask for more information, as well as the same information over and over. Rad Power bikes should be investigated for fraud.
  

  Rad Power Bikes Inc.

  Date: 08/22/2023

  Dear ****, 
  
  Thank you so much for your feedback!
  
  We take customer service very seriously and are disappointed that you found our service lacking. Our commitment to our customers is unwavering, and we continuously strive to improve our processes to ensure a positive experience for everyone.
  
  While we understand your preference for phone communication, we have temporarily shifted to a digital-only customer support model during peak riding season. This decision is a strategy to efficiently serve a larger number of customers using a streamlined workforce. We stand by this approach as it allows us to offer the necessary attention to detail for each individual case.
  
  Our priority is to address customer inquiries as promptly as possible. During peak season, response times might be longer due to the volume of inquiries we receive.
  
  Requesting photos and videos is standard practice to better understand and diagnose issues faced by our customers. We apologize for any inconvenience caused by repeated requests for the same information. We are actively evaluating our processes to minimize such occurrences, and we understand how frustrating it is to be asked to provide the same information multiple times. 
  
  Unfortunately, your warranty expired on October 25, 2022. We have also issued two battery replacements to you during this time; the most recent one being less than one month prior to your warranty's expiration date. To maintain alignment with company policy, we are not able to replace your battery under warranty. However, we are happy to issue you a replacement battery at a $200 discount, should you be interested in moving forward! 
  
  In conclusion, we are disappointed that your experience with us has led you to question our integrity. Our digital-only customer support model during peak season is a strategic decision aimed at efficiently accommodating a larger customer base while ensuring personalized assistance. We take pride in the quality of our products and the level of service we provide. If you have any outstanding concerns, we encourage you to communicate with us and we will work diligently to address them! 
  
  Thank you for being a Rad customer!  

• Review fromDenis M

  Date: 08/10/2023

  1 star
  This company is stuck in the mud. . Sinking i. A lack of customer service . Not tech support its customer service you know the people that say you have ****** over here is a refund. Buy local these guys cant service what they sell unless you have weeks or months

• Review fromEmily M

  Date: 08/10/2023

  1 star

  Emily M

  Date: 08/10/2023

  DO NOT BUY FROM RAD!!!! I cannot overstate what a terrible experience this was. I have been trying to resolve this issue with rad directly for more than a year and it is impossible, so I'm resorting to a BBB review for the first time ever. We spent 2K on a bike in October of 2021. It worked for less than 2 months, less than 50 miles, before the battery died. To order a new one, rad required multiple photos and videos, which I happily sent, but then it took MONTHS for the part to arrive. In order for it to be covered, it needed to be installed by a rad-authorized bike mechanic. Again, that would be fine except that it is nearly impossible to find an authorized mechanic; all they have listed as authorized mechanics will not work with them anymore because their service is so terrible. I finally found someone, brought them the new part to install, and it didn't work. At that point I asked for a refund and was not given one. The mechanic called rad over and over to get another replacement battery; it took another 4 months for it to arrive, and that one STILL didn't work. Again I asked for a refund multiple times and got no response. Instead, rad asked for MORE photos, videos and a description. The mechanic sent all of that months ago and we haven't gotten a new part and cannot get anyone to respond to emails or calls. I have spent hours and hours trying to get an answer from them and asking for a refund. I literally spent two straight days on their customer service live chat, which seems to be the only way you can actually get anyone to respond to anything; I explained all that we've been through and repeatedly asked to be transferred to someone who can provide a refund - eventually the person I was live chatting with told me I was being transferred, and then i waited for a day and a half and kept checking back in and there was just literally no response in that entire time. This is the WORST company I have every interacted. NEVER BUY FROM THEM!!!
  

  Rad Power Bikes Inc.

  Date: 08/11/2023

  Dear *****, 
  

  Thank you for reaching out to Rad Power Bikes! 
  
  We're genuinely sorry to hear about the difficulties you've encountered with your RadCity 5 Plus and getting in touch with our Customer Support team. We genuinely value our customers' experiences and take your feedback seriously. We want to address the issues you've raised and clarify the steps we've taken to resolve them.
   
  Firstly, your bike's warranty expired in October 2022. Additionally, documentation of the charging issue is a requirement for warranty replacement. We understand that communication may have been challenging at times, but we must emphasize that we sent a request for documentation on January 20th of this year so we could help troubleshoot the issue with your battery charging, to which we did not receive a response. Without this necessary information, it became difficult for us to proceed with the replacement process.
   
  However, we genuinely care about our customers' satisfaction. In light of the unique circumstances and as a one-time exception, we have decided to replace your battery at no charge. This is not a standard practice, and it does not imply that we will honor additional warranty battery replacements. It's essential to note that bike warranties do not extend to batteries, and this exception is an effort to accommodate your situation.
   
  Regarding authorized mechanics, we understand the challenges you faced in finding one, and we are continuously working to expand our network of service providers to offer better support to our customers. We take your concerns seriously and are committed to addressing them to improve the overall experience.  We've sent an email to you with the contact information for a local bike shop that is approximately 3 miles from the zip code we have on file for you. We have also sent information for a mobile bike service that services your area. 
  
  While we do not believe our brand's warranty terms were misrepresented, we understand that misunderstandings can occur. We stand behind our products and strive to provide excellent customer service. We hope that this resolution will demonstrate our commitment to our customers and help rebuild your trust in our brand.
   
  We have created a replacement order to send you a new semi-integrated battery for your RadCity 5 Plus.
   
  Your order number is *******. You'll receive an email within 5-7 business days (or sooner) with a tracking number to confirm your order is on its way to you! Be sure to keep an eye on this inbox for important order updates.
  
  Once again, we apologize for any frustration you've experienced, and we appreciate your willingness to give us an opportunity to make things right. Thank you for your feedback, and we hope to provide a more positive experience in the future.
  
  Thank you for being a Rad customer!  

• Review fromSteve W

  Date: 08/09/2023

  1 star

  Steve W

  Date: 08/09/2023

  Their customer service is by far the worst I have ever encountered. it is just non-existent. I purchased a RadRunner Plus on 9/28/22. Used it for about a month until winter came. stored it inside. Started using it again mid-June 2023 as I live in the mountains. The battery stopped recharging on 7/2/23. I have been emailing them several times a week ever since with just generic emails back stating they are experiencing a large number of inquiries and to go to their LiveChat or FAQ page for assistance. The LiveChat is a joke. several times I logged on and waited over 4 hours while at work and have never received an answer to my question. not once. So I went to their FAQ page and watched their video on how to replace the fuses in the battery. This was in mid July. Well, I finally got a response to my emails in August asking to send in the old fuses. Their steps provided on their website do not state you need to save the old ones, so I let them know that in my response. Now, they said they cannot look into a warranty on my battery because of it. So, the only feedback I got from their customer support ended up in voiding the Warranty. I would never buy a Rad product again and am happy to explain to any of my friends why. They offer zero support.
  

  Rad Power Bikes Inc.

  Date: 08/11/2023

  Dear *******, 
  
  We sincerely apologize for the frustrating experience you've had with our Customer Support and we completely understand your frustration. It's clear that we've fallen short in meeting your expectations, and we take full responsibility for the mishandling of your requests for help. We deeply regret any inconvenience this may have caused you.
  
  Firstly, we're very sorry about the delay in addressing the issue with your RadRunner Plus battery. We truly value your trust in our products, and we're committed to making things right. We assure you that your concerns have not gone unnoticed, and we appreciate your patience in this matter.
  
  We'd like to confirm that we've taken immediate action to resolve this. Earlier today, we sent a battery replacement order confirmation to your email address. You should receive all the necessary information shortly, and we're committed to ensuring that you receive the replacement you deserve.
  
  Regarding the misunderstanding with the fuses, we apologize for any confusion caused by our initial instructions. We understand that the communication was unclear, and we appreciate you bringing it to our attention. Rest assured, we've made internal adjustments to ensure that such issues do not recur in the future.
  
  We understand that you're disappointed, and we truly regret that your experience has led you to feel this way. We take customer feedback seriously, and we will use this as an opportunity to improve our processes and ensure that our customers receive the support they deserve.
  
  While we can't change the past, we're committed to learning from our mistakes and making sure your future interactions with us are positive. If you have any further questions or concerns, please don't hesitate to reach out to us directly. We value your loyalty and hope to have the chance to regain your trust.
  
  Thank you for taking the time to share your experience, and we're grateful for the opportunity to address these issues. We sincerely apologize once again and look forward to serving you better in the future. 
  
  Thank you for being a Rad customer!

• Review fromMichael K

  Date: 08/08/2023

  1 star

  Michael K

  Date: 08/08/2023

  have had bike for 6 weeks and does not work out of the box (code 21)--tried to contact and nothing but crickets. Read reviews on other webites (besides their own which are all perfect of course) I am not one to write reviews but I spent $1800 for a useless bike (not electric at this point) and they do not stand by their product..they do not even stand by for that matter. People have been waiting 6 months for someone to help according to reviews --I am only 5 weeks in so sounds like I will get help next year at this point. They have quality issues and if something breaks its on you to figure it our no matter what. I work in customer service and get surveys monthly so feel I know what it takes to satisfy and I would be fired at this point if I acted like this company does. Stay away
  

  Rad Power Bikes Inc.

  Date: 08/11/2023

  Dear *******, 
  
  Thank you for contacting Rad Power Bikes. Very sorry to hear about what's going on with your RadRover 6 Plus.
  
  In order to get this resolved, we have created a warranty replacement order to send you a new controller and integrated battery mount for your RadRover 6 Plus HS. This will resolve the Error 21 that has been reported and confirmed by ***** at *****'s Bicycle Repair. 
  
  Your order number is *******. These items are in stock, but will be shipping from two different locations so they will likely have different delivery dates. You will receive an email within 3-5 business days (or sooner) with a tracking number to confirm the order is on its way to the shop! 
  
  We have also sent instructions via email regarding how the shop labor charges will be covered via Case ID ************. 
  
  If you need to reach out again concerning this request, please refer the specialist you make contact with to ************. Please keep us updated on the status of this help request once these replacement parts have been installed. Feel free to reach out if you have any questions, comments or concerns!