ComplaintsforRaddy Incorporated LLC

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear BBB,I hope this letter finds you well. I am writing to file a formal complaint against the company RADDY E-BIKE regarding their lack of support for the warranty on my purchased electric bike and the unavailability of essential parts, rendering the bike unusable.I purchased a RADDY E-BIKE in May 2022, for a total cost of $1582 Initially, I was delighted with the bike's performance, but my satisfaction was short-lived as on June of 2023, the entire electronic system of the electric bike malfunctioned, rendering it inoperable. Considering the significant investment I made in this product, I promptly contacted RADDY E-BIKE's customer service department, seeking assistance under the warranty.To my dismay, I was informed that the warranty had expired just one month prior, and they were unwilling to provide any support or assistance for the bike's repair. Despite the warranty expiration, I expressed my willingness to purchase the necessary parts at my expense to get the bike back on the road and repaired. However, RADDY E-BIKE's response was equally disheartening, as they revealed that the bike model I own is no longer available and has been discontinued. Consequently, they have no spare parts in stock to offer for repair.This situation is utterly unacceptable, as I am now left with a non-functional electric bike that I invested $1582 in just over a year ago. It is deeply concerning that a product at this price point fails so prematurely, and even more distressing that the company shows no responsibility to address the issue or offer any feasible solution.I kindly request your intervention to resolve this matter and ensure that RADDY E-BIKE takes responsibility for the defective product they sold me. I am seeking either:* A full refund of the purchase price of $1582, considering the bike's catastrophic failure and the lack of warranty support.OR * Assistance from RADDY E-BIKE in locating suitable replacement parts or an equitable resolution, such as a replacement bike of similar value.I believe that as a customer, I deserve fair treatment and to have my concerns addressed by the company. However, RADDY E-BIKE's response has been unsatisfactory, leaving me with a substantial financial loss.Thank you for your attention to this matter. I trust that the Better Business Bureau will take appropriate actions to ensure a resolution that protects consumers and holds RADDY E-BIKE accountable for their actions.

  Business response

  07/26/2023

  Dear BBB Team,
  
  This is ****** from the Raddy Customer Support Team. We are writing to provide more details and information for Consumer Complaint #******** regarding the recent issue with the Raddy eTrail ********************** Bike purchased from ********** on May 31, 2022.
  
  First and foremost, we would like to acknowledge the warranty information stated on both the ********** website and our official website. It is evident that a one-year manufacturer's warranty is offered for E-bike orders. For a comprehensive understanding of the warranty policy, please refer to the attachment "Brand Warranty".
  
  Actually, the customer reached out to us for assistance at the very first time in June 2022. Since we could not determine the root reason of the problem, we suggested that the customer repair the product at a local repair station and he provided us with the payment invoice for reimbursement. In good faith, we refunded the repair expenses ($534.98) via PayPal. We have attached the contact emails and the transaction record for your further reference.
  
  After about one year, on June 17, 2023, the customer contacted us again for a product inquiry. However, the product had already exceeded the warranty period at that point. In response, we promptly explained the warranty policy to the customer and advised them to explore available options by contacting a local repair station. It is important to highlight that the customer used another buyer name *************************** subsequently provided an new invoice with a manually modified purchase date of October 25, 2022, after we clarified our position. In reality, our records only indicate one valid ********** order. Obviously, this is an act of dishonesty and it's unacceptable. We have also attached the contact emails here.
  
  We believe that is understandable that after-sales service is typically unavailable for products outside the warranty period. Meanwhile, we have made significant efforts to find a solution that would satisfy the customer. We greatly appreciate your prompt attention to this matter. If any additional information is required, please do not hesitate to let us know. We look forward to your positive response.
  
  Sincerely,
  ******
  Raddy Customer Support Team
  

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