ComplaintsforRad Power Bikes Inc.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We originally purchased the bike in April 2023. Weve had issues with fuses in the battery which we replaced. The bike stopped working, and after various attempts to troubleshoot the issue we were sent a new controller. After that failed to resolve the issue, we waited for months before being told that we needed a new rear motor but that there was no delivery date for that part. After several more months, we were told that *** would send us a replacement bike but needed photos of the bike. After sending photos, we were told that the motor was anticipated to be in stock on June 10 so we would no longer be receiving a new bike. It has been 14 months since we purchased the bike and have only been able to ride it for 5 miles.

  

  Business response

  06/13/2024

  Hi *******! 

  Thank you for reaching out and we sincerely apologize for all of the frustration you have experienced. We see that you have been in contact with our support team, the warranty was extended and you were given a $75 refund. The rear wheel/motor will be shipping out to you within the next 2 weeks on order 1237909. You will receive the ***** shipping information once shipped. 

  We have also issued an additional $125 refund for this inconvenience. Please allow up to 2-7 business days for your refund to be reflected in your banking statements, depending on your financial institution. 

  Please reach out to our support team within your support ticket if you need any additional assistance. Thank you very much for your patience and we apologize for the inconvenience. We appreciate you *******! 

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Rad Power RadRover 6 plus from the company for 1700 dollars in May of 2022. This product is a class 3 electronic bike marketed to be a vehicle for recreation and commuting.The bike has been kept in good condition, regularly serviced, and is very low mileage as it is used for recreation and not a primary form of transportation. Since November 2023 the bike has had issues with charging. A ticket was opened at that point and ended in their customer service not responding with any offers for troubleshooting or solutions. I have recently contacted them again as the issue persists and again no explanation of the issue has been offered. They asked me to upload a half dozen photos and videos after which they did not offer any insight into what the issue might be. They simply said your product is out of warranty so the best we can offer is 100 dollars off a new battery. The new battery is 600 dollars. After searching online this is a common issue and the company changed their battery design from a design with an easily accessible, consumer replaceable fuse to an enclosed design with no accessible fuse. Fuses are considered a consumable component and this design decision by the company effectively forces customers to spend a third of the ********************** value on new batteries within just a couple of years of purchase. They refuse to offer anything other than the small discount on the battery and are effectively farming money from their customers by a predatory design focused on planned obsolescence. There should be no expectation upon purchase that the product will require regular purchases of over 500 dollars to keep the product functioning. While the limited 1 year warranty my bike is under does state they have no liability to offer any repair or replacement outside of one year, they have since expanded the warranty to two years despite the widespread battery issues have not applied that warranty to prior purchase and do not list the battery as a consumable.

  

  Business response

  06/02/2024

  Hi ******! 

  Thank you for reaching out. Your RadRover 6 Plus StepThru on order ****** was purchased in May of 2022 and the warranty on your bike was a one year limited warranty that did expire a year ago. Unfortunately the battery cannot be replaced under warranty and a discount was offered by our support team after all troubleshooting steps and documentation was gathered and had been completed. If you would like to purchase that battery at the discounted rate discussed, please follow back up with our support team. Please see your warranty terms here: 

  **********************************************************

  We sincerely apologize for any inconvenience. Please let us know if you have any further questions. 

   

  Customer response

  06/02/2024

   
  Complaint: 21758965
  
  I am rejecting this response because:

  I find the companys complete indifference to the poor quality of their product to be unacceptable. There is a widespread and well known issue with their product that renders the product completely useless without the customer paying for a repair that costs half the total cost of the products itself.  
  
  Many companies stand by their product beyond limited warranties. 
  
  

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

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase date 5/5/24 Invoice amount $2,298.86 Rads website claims their bikes ship within 2 days of ordering, I have evidence that the bike didnt ship until 8 days after my purchase.I have tried to reach out to Rad to get answers on what happened but they keep insisting the bike left their possession on 5/7/24.The tracking number I received for Seko RAD1010694 shows the package did not start its shipping journey until 5/13/24 (******************************************************************)I have repeatedly contacted customer support at Rad to get an update, but they are unable to provide me with any.While doing research to buy from Rad we looked into their shipping policies and their website states that they use ***** unless the bike is being delivered in ********** and then they use Seko for those orders.Per their website Seko shouldnt even be the logistics company in charge of delivering my order since I am in **** and the order was shipped from ********, *******. (My husbands bike shipped from ********** and arrived within 3-business days.)Today, 5/17/24, I called Seko again and they stated that they only had one part of my order and could not deliver it, *** claims this is an error on their end but now the earliest my bike may arrive is on Monday 5/20/24 15 days after my order was placed.The entire time *** has claimed no fault in this and keeps explicitly stating the bike left their possession on 5/7/24 yet I have emails from Rad customer service and have spoken with 4 people at **** who state they did not get the bike until 5/13/24.Because of the information on their site we felt comfortable purchasing the bikes before a trip but because Seko requires a signature weve had to postpone our trip 3-days. If no one is here to sign the bike will be sent back to Rad and **** doesnt have the option to hold the package or to let me pick it up from them.I have given Rad able time to come up with a solution to fix this and they have not.

  

  Business response

  05/22/2024

  Hi ******! 

  We sincerely apologize for the delays you experienced with our courier SEKO, this is certainly not the experience we would like you to have. While we are sure this delay was frustrating, this can occur with any shipping company and is dependent upon their internal processes and delays. We have been in contact with you with over 40 messages on various social media channels and through our support channels that you have contacted us on. We have reached out to SEKO 4 times on your behalf in an attempt to get the bike moving faster on their end. We apologize that **** was experiencing delays and are so glad to hear that you have your bike now. 

  We have issued a $100 refund to Affirm for the delay with our courier. Please allow up to 2-7 business days for your refund to be reflected on Affirm's end. You stated that you are wanting more, but this will be the extent of the courtesy refund.

  We value your feedback and take it very seriously. We are continuously working to improve our services and we strive to provide a great customer experience. Please let us know if you have any additional questions.

  
  
  
  
  
  

  
  

  Customer response

  05/28/2024

  This outcome is unacceptable, the refund, and the apology only came after my complaint was filed with the BBB.
  
  I had to drive and pick up the bike myself and the paperwork **** had me sign clearly stated there were two packages so
  Rad is at fault for the delays.
  
  You didnt do me any favors by reaching out to Seko they needed to speak with you on clarification on the information
  you released to them.
  
  The time I spent trying to figure out where the bike was, connecting with ****, and then driving there is worth more
  than $100. 
  
  We bought two bikes, a cart, a dog carrier, and a seat. 1 bike showed up 5 days after we put in the order, the
  accessories showed up on day 6.
  
  Your website stated **** is only used for California deliveries, my order should have been delivered by ***** and should
  not have been a tentative scheduled for delivery on day 17 after purchase.
  
  The statements on your website lead me to believe that the bikes would show up before a scheduled trip but Rad didnt
  abide by what was listed on your website and caused me to miss our trip resulting in us being out $1,500 because ****
  requires a signature and stated they would return the bike to Rad if I couldnt schedule the delivery within 48 hours of
  them receiving it.
  
  $100 is a slap in the face for a first time customer to Rad that had to jump throw all these hoops to just get the bike
  I ordered. *** keeps putting the blame on **** however the bike shouldnt have been shipped with **** in the first place
  and then the shipping information **** received was incorrect leading to further delays.

  Attached is a copy of the shipping invoice, which at the bottom you can see includes two different pieces one being 109 pounds and the other being 22 pounds. 
  
  It also has the ship date, service details and the due date at the top of the page, but because *** provided them with the wrong information I wasnt able to pick up the bike until the 20th and they would not have been able to deliver it until the 22nd at the earliest.

  

  Business response

  06/06/2024

  Hi! 

  Our warehouse uses several couriers to get our bikes and packages shipped if there is an overflow of packages to be picked up. Packages are routed based on warehouse they are shipped from and destination address. SEKO previously was specific to **********, but just began routes for us throughout the **. We sincerely apologize for any delay with SEKO, but we will not be providing any additional compensation due to this delay. We apologize for any inconvenience that you experienced and hope that you are now enjoying your bike. Please let us know if you have any additional questions. 

  Customer response

  06/14/2024

  This response only accounts for their website having misinformation on it, as a consumer I did my due diligence to check on how they shipped their products. The information on their website was false. The response did not account for the complaint that the information supplied to SEKO by *** was incorrect and that is what led to the delay.
  SEKO didnt even fulfill the full delivery requirements and I had to pick up the package myself.
  I would like a refund for the full amount of the bike, that doesnt even cover the full amount of money I am out from having to cancel my trip and dealing with getting the bike.

  

  Business response

  06/17/2024

  Hi! 

  If you would like to return the bike for a full refund, we will waive the return shipping fees and restocking fees if the odometer is less than 20 miles. ****** see our return policy here: 
  **************************************************************************************************************;

  If you are simply wanting to get a full refund for a slight delay in shipping and keep a free bike, no this is not something that would ever occur for a courier delay. We have credited the amount already for the courier's delay and will not be crediting anything further. If you would like to set up the return of the bike, please let us know and we will set up the ***** return and email you the reboxing and return instructions.

  ****** let us know if you have any additional questions.

  Customer response

  06/18/2024

   
  Complaint: 21728280
  
  I am rejecting this response because:

  It is clear that *** thinks it has no responsibility in the delay of the shipment which I have provided proof of.

  It is also clear that Rad had misinformation on their website pertaining to their shipping process again which I provided proof of.

  The $100 credited doesnt even pay for the time spent dealing with all of this, and was only offered after I contacted the BBB. When I was emailing, and messaging the Rad staff personally not once did they offer a solution or apologize for their own mistakes and it is continuing here.
  

  The delay SEKO had was because Rad provided them with an invoice that said there were two packages but only one was shipped via SEKO, that is a Rad issue not a SEKO one.

  SEKO should have never had the shipment of my bike per your websites information at the time of order which I provided a screenshot of and that has since been changed/updated.

  I am owed more than $100 for the mistakes *** made during the shipping process leading to SEKO awaiting a second package, and myself having to drive to SEKOs hub to pick up the bike myself.

  I need Rad to not blame their third party shipper in the reply when clearly Rad itself is the one who created the problem and had false shipping advertised on their website.

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

• Initial Complaint

  05/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a RadCity 5 HS and immediately started having issues with it. First the tires blew out and it took **************** over a month to fix the issue. There was no rad service center within an 8 hr drive of my location so they told me that it was up to me to have all repairs done at my cost. This was within two weeks of purchasing the bike. Then I started having other issues such as premature wear of brakes, rust on the rear rack, and the controller and wiring harness die. *** never responded to the rack or the brakes but after two months of going back-and-forth with both phone and email, they finally sent a new controller and wiring harness which again I had to install. Then the battery started malfunctioning. As we know, the battery is the most expensive part of the bike at over $600. There is no external fuse to replace and according to most online sources, the fuse blows and the entire battery must be disposed of. After speaking with Rad customer service and emailing back-and-forth for over a month, their response was that it is out of warranty and its not their problem. They refuse to address the underlying issue that the battery is not serviceable, and require that I purchase a new battery and charger to see if that helps. This bike should be covered under the lemon law because of the numerous issues weve had since day one. The customer service is absolutely horrendous.

  

  Business response

  05/15/2024

  Hi ***!

  We checked your account under your email and address and did not find a bike order. We do see a note that you purchased the bike from *********************** with Ebike Tours & Rentals which was an order in March of 2022. That bike's warranty was for 1 year and only the original owner of an ebike purchased from RPBs online or physical storefront is covered by this Limited Warranty. That bike's warranty has expired as well, we apologize. Please see our warranty terms here: 

  **********************************************************

  If you need assistance placing a new order for a battery, please let contact our support team or they can be ordered directly online. Please let us know if you have any additional questions! 

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a RadRover 6 electric bike in August 2022 from the Rad Power Bikes store in ********* (order# ******). I shipped the bike from ********* to ****** (*******************, ******) in September 2022.In the fall of 2022, I rode the bike about half a dozen times, and it worked well. Then in early December 2022, suddenly the *** system (Power Assist System) failed including the throttle accelerator. I troubleshooted the bike per instructions provided online by a *** Power bike support person and provided a video of the troubleshooting to *** Power in December 2022.After reviewing the video, *** Power advised me to replace the *** controller. *** Power sent me a new *** controller in March 2023 (4 months after the breakdown). I replaced the controller in April 2023 and went on a first ride with the new controller. The *** failed again during the first ride! I again contacted RAD Power Bikes support and also talked to a Rad Power store mechanic in ******* who provided me with a new controller and harness wiring. Since I am not in ****** during the summer, I had to wait until the fall of 2023 to replace the controller and the harness wiring. I replaced the controller and all wiring in November 2023. The *** system worked for a minute before failing again.I decided to bring my electric bike back to ********* to be troubleshooted and repaired at the RAD Power Bikes store there. I am returning from ****** with the bike in early May 2024 and have an appointment at the bike ********* store on May 8th. I have also contacted the main headquarters of RAD Power Bikes to ask that my bike *** system be repaired in one of their shops at no cost to me. They could not commit to that so this is why I would like to have your support.My request is as follows: I would like the *** Power Bike shop in ********* to troubleshoot and fix my bike Power Assist System (***) at NO cost to me. Why? My bike became defective less than 4 months after I purchased it and after riding it half a dozen times during the warranty period and could not be fixed.

  

  Business response

  05/02/2024

  Hi ******!

  You had a prior BBB Complaint ID ******** that we addressed June 1st, 2023 but didn't hear back from you until last month. As we advised in your support Case# ************, if you visit the ********* store with the bike once you return from ******, they may be able to assess the issues and repair the bike, but you are past your warranty period.  We can not promise nor speculate any reduction of cost or any free parts replacement since we do not know the current condition of the bike and so much time has passed since you last contacted us. When you return to the US this month, please contact us or reach out to the ********* store directly to see about an inspection of the bike to see what the issue might be and an assessment would be made at that time. Please let us know if you have any additional questions! 

  Customer response

  05/04/2024

   
  Complaint: 21616463
  
  I am rejecting this response because:

  I am rejecting this response because:
  In my opinion, the warranty argument does not apply to the *** system. When I contacted RAD Power in May 2023, it was the second time that I reached out to RAD Power bikes during the warranty period regarding the faulty *** system. At the time I was given some new parts in ******* for me to install on my return to *************** in the fall of 2023.I replaced the *** parts a second time in November 2023, but the *** failed again.I did contact RAD power when I was able to transport the bike back to ********* (what else could I have done?). So, Saying I did not contact RAD Power is not a valid argument.
  The bike I purchased in 2022 for $1,600 is surprisingly now for sale at $1,100 ($500 discount, that I am reminded of when I am on the internet). I wonder why?
  I am just asking that the electric bike I bought regain its basis electric function. If RAD Power cannot do that then it would be unfortunate and a total loss.
  
  Sincerely,
  
  *************************

  Customer response

  05/11/2024

  Dear BBB staff,

  As of May 9, 2024, my claim has been resolved.

  The RAD Power Bikes service center in ********* was able to determine the origine of the issue with my bike *** system. They have replaced the *** controller and other items at NO cost to me. Therfore, I consider my claim resolved.

  I want to thank the San Diego repair shop, the *** Power central office for facilitating the process and the BBB office for their **** in resolving my claim.

  Resoectfully,

  *************************

• Initial Complaint

  03/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had heard good things about Rad and its electric bikes and decided to order one for myself and one for each of my parents. I ordered two Rad 5 Plus Commuter bikes. With a month, the first 5 Plus Commuter failed. It had less than 100 miles on it. My 70 year old mother was riding it and was left stranded as it failed to operate. *** has failed to help her resolve the issue and she has had to take it to a repair shop at her own expense. A year later its still not working and no one can figure out the issue. Still Rad offers to do nothing. No warranty, no guarantee, no pride in its product or service. Fast forward to today, the second bike is failing, barely just a year after purchasing and with less than 200 miles. Its having the exact same issues and Im getting the exact same response from Rad. My order numbers are Orders ******* and *******. I am furious, disappointed, sad, discouraged and cant believe Im now just out $3000 with no options.

  

  Business response

  04/07/2024

  Hi! 

  We sincerely apologize for any frustrations that you have experienced with your bikes. We do see that you are in current communication with our support team in Case# ************ and we are awaiting pictures and video from you. Once our support team receives, they will be able to assist and advise of next steps. Please respond with requested documentation within that support ticket. 

  Looking forward to hearing from you! 

  Customer response

  04/08/2024

   
  Complaint: 21504488
  
  I am rejecting this response because: We have sent numerous videos and attempted various corrections for these bikes to no avail. I have sent another video just to try to accommodate, but I know that they will just send us another faulty part to try to replace (which we will have to pay out of pocket to have a professional install) just to find that this didn't correct the issue either. We are at a loss as to how many times we continue replacing parts before this company confesses that these bikes are completely faulty. They send you part after part after part, none of these parts actually resolving the issue and in the meantime the investment of $2000+ is completely unusable. They keep sending you parts but not actually addressing any problems and it seems they do this until you are out of warranty and stuck with a bike that does not function. 
  
  Sincerely,
  
  *****************************

  

  Business response

  04/21/2024

  Hi ******!

  We checked on your support case 504654231657 and see you were able to speak with our support team and a new battery mount and controller was ordered on order 1265572. The battery mount has shipped and the controller will be shipped from our Seattle retail location and you will receive the tracking number once shipped. Once these items are received, we would like you to take the bike and parts to any bike shop of your choice and we will cover diagnostics and installation of new parts to ensure any issue is fixed. You would pay for this upfront and submit receipt back detailing that service within your support case and we would refund to your card on file. 

  Thank you so much for your patience and please reach out for any further assistance! 

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Rad Power Bikes regarding the purchase and subsequent malfunction of a Rad Rover 6+ electric bike. On November 19th, 2023, I purchased a new Rad Rover 6+ for $1514.42, with transaction number #*******. Initially, the bike functioned as promised and provided an enjoyable riding experience. However, on only my second ride, the bike abruptly stopped working, displaying an error ********************************** an attempt to resolve the issue, I contacted Rad Power Bikes customer support on February 26th, 2024. After a lengthy conversation, they assured me of prompt assistance to rectify the problem. Following their instructions, I replaced two parts on the bike, a process that consumed several hours and led to a frustrating customer experience considering the significant investment in the bike. Despite my efforts, the new parts failed to resolve the error message issue.On March 7th, 2024, I reached out to support once again to report that the replacement parts did not fix the error. I promptly provided additional requested photos to aid in troubleshooting. It was communicated to me that the matter had been escalated. However, since then, I have received minimal assistance, with sporadic messages merely reiterating the same troubleshooting steps (checking connections) that have proven unsuccessful.Despite repeated attempts to seek clarification on the status of my case and request further assistance, I have been met with unhelpful responses that request the same information over and over. I am deeply dissatisfied with Rad Power Bikes' handling of this matter, especially considering the substantial financial investment made in the purchase of the bike.

  

  Business response

  03/20/2024

  Hi!

  We wanted to sincerely apologize for the frustration that you have experienced with your new RadRover 6 Plus. That error 21 and no power that you are experiencing are an indicator that there is a problem with the power going from the battery to the controller. We see that you have done all of the troubleshooting steps, spent hours of time replacing the controller and battery mount and the issue has still not been resolved. We have sent you out a wiring harness and controller on order ******* and have followed up with you in support case 479282169869 for more information regarding the repair. Please respond within your support case if you have any additional questions and we look forward to getting this issue resolved quickly so that you can get back to riding!

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought ebike battery failed within not even 2 years a ************* fuse and it is not changeable and there only solution was to purchase another $600 dollar battery pervious bikes had changeable fuse which makes sense why would a $600 battery be rendered trash because a ************* fuse went bad I just feel like they sent me and older version of battery the new one is changeable

  

  Business response

  02/27/2024

  Hi!

  We do not show any orders under your name and there was no valid email address provided in this complaint, so we do not have any order number to reference with exact date of delivery. All Rad Power Bikes ebikes, and their individual Covered Components, are protected against all manufacturing defects in material or workmanship for one (1) year after receipt of the ebike by the customer. Please see full warranty terms here: 

  *****************************************************

  Please respond with your order and email information so that we may look into your date of delivery and if your warranty would still apply. 

  Looking forward to hearing from you! 

• Initial Complaint

  02/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Feb 14/2024 I tried without success to get warranty on the battery for my new ebike. I could not upload 2 videos to a program they wanted me to use. The link they wanted me to use was forcing me to buy a subscription, enter my credit card info and I was not comfortable doing this, so I just gave up and ordered a new battery and just pay for it. less than 48hrs later I found that the internal fuse had never been installed correctly and had lost connection. I did not need the new battery. Their purchase automated email stated it could take up to 4 days to ship battery. I have tried to cancel the order (feb 16/2024). And they are saying they cannot stop the shipping, also if I do receive the battery I cannot return it, even if I don't even open the box, I paid ****** cdn for this battery. All I want is for them to stop the order, and if that is not possible to let me return it for a full refund.

  

  Business response

  02/26/2024

  Hi!

  The battery on order 30-163890 was returned to sender by ***** and received back at our warehouse. Your full refund was issued February 20th. Please let us know if you have any additional questions! 

• Initial Complaint

  02/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a bike for my wife to ride along with me. She told me the bike once and it sat for 11 months with 5 miles. **** she went to ride it again. Error codes displayed and I took the bike to a RAD POWER BIKE DEALER. They appeared to fix but needed support from RAD. *** would communicate with me via email only and they were guiding me to the general instructions that I follow and dealer did already. After 3 months and emails that I received once per week. RAD offer to sell a replacement part for ****** and end the conversation.

  

  Business response

  02/05/2024

  Hi!

  We show 2 bike orders under your email purchased 7/2021 and 4/2022. Both of your bikes 1 year limited manufacturer warranty would be expired, we apologize. Please see our warranty information here: 

  *****************************************************

  If you need help completing the purchase of the controller or for additional troubleshooting assistance, you can click the "We're online" button at the bottom of the Customer Support Page in our *********** or call us at *************. Live Chat and phones are available Mon-Fri: 9 am-3 pm PST. You may also email us anytime at ********************************** and a member of our support team will contact you back via email in the order received.

  Please let us know if you have any additional questions. 

   

   

*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. ↩