ComplaintsforRad Power Bikes Inc.

• Initial Complaint

  07/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order #**-145716 RadCity 5 Step-through on June 22, 2023. Received and assembled the bike on June **, 2023. **** hasn't worked since I received it. Sent an email to Rad on June **, 2023, never got a response. After many, many days checking and rechecking all the connections and verifying the controller with another one we have on hand, we determined that it must be the wiring harness. 2nd email sent to Rad July 18, 2023, no response. Hours spend trying to get someone online chat many dates, finally July 18th they agree to send wiring harness. I requested that they send me a new bike but they refused. I expressed concerns that if the bike still didn't work after installing the new wiring harness that I would be past my return window. Email sent and online chat, hours again, to determine that my new wiring harness still had not been shipped. Received June 26, 2023. Did not receive new controller. Installed new harness, bike still doesn't work. No throttle H3335353737313634**35H, no pedal assist. I would like a new working bike or a full refund. We spent approx. ***** hours trying to get this bike to work with no recompense. We have spent hours online trying to get service. There is no phone service and apparently no email service now. All we get is a 'sorry we are busy, try online chat'. Worst customer service we've ever received.

  Customer response

  08/03/2023

  Wow! Just went to check on my bike as I usually check it every day to see, if by some miracle, it works. It now has a flat front tire! What is with this bike? It hasn't been moved since the wiring harness was changed on July 29th. So unhappy with this bike!

  

  Business response

  08/08/2023

  To Whom It May ************************* ID: ********
  Order: 30-145716
  Customer: LM (*******) ********
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. We have approved a warranty bike replacement and are eager to get this resolved for the customer. 
  
  A screenshot of our reply has been attached.
  
  Thank you!  

  Customer response

  08/15/2023

   
  Better Business Bureau:
  
  My name is *******************************, not ******************************* as shown in some of the BBB correspondence. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me on condition that a new warranty period is started upon receipt of the new bike. As I no longer have the shipping box that my original bike came in, they have agreed to ship me a new bike and I will return the other in the same box after receipt. I am currently in negotiations as to which bike will be sent to me as the color I ordered is not in stock. I have decided on the same bike, the RadCity 5 Plus Step Thru, in the white instead of the grey. They have also agreed to giving me a complimentary accessory as recompense for the stress of the situation and the loss of time and enjoyment of my bike and I have decided on the 110cm Abus Bordo Granit ****** **** Folding Lock.
  
  Thank you,
  
  *******************************

  Customer response

  08/26/2023

  Resolution is not satisfactory. I received a damaged bike as replacement. I would like a full refund of my original purchase. 

  Customer response

  08/30/2023

  One more item to note, upon unpacking the new bicycle, I noticed that there was no hydraulic brake pad spacer on the front wheel. Thank you.

  

  Business response

  09/08/2023

  Dear *******, 
  
  Thank you for your feedback!
  
  One of our Senior Escalations team members has reached out to you to work out the details so that we can replace the bike we shipped out to you that arrived in substandard condition. Please accept our sincerest apologies for this inconvenience. This is certainly not the experience we want our riders to have! We are committed to making this right and seeing this through to the end.
  
  We also wanted to extend our sincerest apologies for the mixup with your name. 
  
  Please do not hesitate to reach out to our Customer Support team if you have any other questions, comments, or concerns. 
  
  Thank you for being a Rad customer!  
  
  

  Customer response

  09/15/2023

  As of this date, September 15, 2023, I still do not have a working bike. The damaged replacement bike has been returned. A new bike is to be shipped to me, estimated shipping date October 6, 2023. Rad Power Bikes has stated that a request for a spare battery as compensation for all of the inconvenience and turmoil this issue had caused was reasonable. We did receive the bike lock as previously promised however were requested to return it with the damaged bike. We did not get a return shipping label for the lock and Rad Power Bikes stated that we could keep the lock.

• Initial Complaint

  07/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a battery charger form Rad on 6/27/23 and paid using Paypal.I received a notice from Rad that the item shipped on 6/30/23 for delivery on 7/1/23. The item did not arrive.On 7/5/23, I received another email indicating that my charger would arrive on 7/6/23. It did not arrive. I have received no further communication from Rad about the order.On 7/11/23, I emailed Rad and did not receive a response.The charger still has not arrived. I have been charged $74.61 by *** and have not received a refund. I have just filed a complaint with Paypay requesting a refund.I believe that *** intentionally told me my order had shipped knowing that it had not shipped.

  

  Business response

  08/05/2023

  Hi!

  Thank you for writing in and we apologize for any delays in getting in touch with us. The charger on your order 1130341 did ship on June 30th via ***** tracking 780557739502. It appears that this was lost in transit as there has been no movement on your package since 7/5. We sincerely apologize about your lost package! We have placed a new order 1160488 that is estimated to ship within 2 business days. You will receive the shipping confirmation once shipped.

  Please reach out for any additional questions!

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have attempted multiple times to contact Rad Power Bikes to resolve the following issues and they have refused to contact or response to my correspondence.I purchased my RadWagon on 5/17/23 (Order #*******). I was very excited to use our new e-bike as our primary form of summer transportation. After receiving our new bike, we have experienced nothing but problems and a very dangerous situation. We have only been able to take the bike on 5 rides and 3 of the rides I had to walk the bike home. Below are the details of each ride attempt.** our first ride taking my son to school, the bike experienced a complete power failure. The display screen went blank and there was no power to the e-assist. I walked the bike home and contacted the RadPower location in **************. I informed the service center about the power issue and also let them know that the brakes were weak and required a significant distance to stop. The service center fixed the power issue and said that they checked and adjusted the brakes. Rides 2 &3 were relatively uneventful except for a few intermittent e-assist power failures. During these failures the display screen stayed on but there was no e-assist power and the ***** reading on the display showed 0. These failures only lasted for ***** seconds and then the e-assist would randomly kick back in without intervention.** our 4th ride, we experienced a very dangerous situation due to a complete brake failure. I had my 9 year old son on the **************** and we were on a bike path that had a mild decline over the course of a couple of miles. ** that portion of the bike path, the brakes completely failed and no matter how hard I squeezed the brake levers, the bike did not stop or even slow down. We had to ride uncontrolled for over a mile and fortunately we had a small section of up-hill right before the bike path crossed onto a busy road. I was able to stop the bike with my feet on this short incline and if I were unsuccessful, my son and I were going to be forced uncontrolled into traffic. This brake failure occurred after I had already reported to the service center that the brakes were weak but they assured me that they were fine. After walking the bike back home a second time, I called the service center and they said to bring the bike in and they would fix it the same day. I dropped off the bike on 6/29 and was again promised the bike would be fixed the same day. I asked for the technician that was going to work on my brakes to call me so we could discuss options on how to ensure the bike would be safe to put my kids on again. I did not receive the call and it ended up taking 2 weeks to get my brakes fixed. When I called to figure out why my bike was delayed and to express my concerns over the performance and safety of my new bike, I was told that I was being ungrateful because normal tune-*** take 4 weeks and my brand new bike that failed catastrophically only took 2 weeks.When I finally got my bike back, the brakes seemed to be working properly so I loaded up my son and we went out on the 5th ride. Within a mile of the house the intermittent e-assist power failures started happening and continued to happen. The display screen remained on but the e-assist power only kicked in randomly and infrequently. I have videos of me riding and the screen showing 0 *****. We ended up having to walk the bike home again.Now I have a brand new bike that I cannot trust to either work properly or keep me and my family safe. At this point, I am not willing to keep finding a way to transport my bike, miss out on most of the summer riding opportunities, and hoping we dont get standard or end up in an accident with car traffic due to brake failures. I just want to return this bike for a full refund and move on. When I bought the bike, your customer service was great but now that I have issues, I am not able to speak to anybody in customer service or chat through your website.

  

  Business response

  08/03/2023

  To Whom It May ************************* ID: ********
  Order: 1102046
  Customer: *********************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. We are happy to address any issues the customer is experiencing with their bike under warranty and have requested documentation of the issues they are experiencing so we may better assist them. 
  
  A screenshot of our reply has been attached.
  
  Thank you!  

  Customer response

  08/04/2023

   
  Complaint: 20379980
  
  I am rejecting this response because I do not want to proceed with the warranty process, I want to return the bike for a full refund due to safety issues.  My son and I could have been seriously injured or killed due to the complete brake failure..  This bike is not safe and I do not want to subject my family to dangerous situations.

  The reply from Rad Power Bikes mentioned that I was combative and unprofessional.  This could not be further from the truth.  I am indeed disappointed in the product, the customer service, and having my family being put in danger as a result.  I have been polite and professional when dealing with the service center because I know this is not their fault and they are in a bad position since Rad has dissolved their customer service through the website and removed their phone number for questions and issues.  I have explained the severity of the issues to the service center it is obviously a serious conversation since my son and I were exposed to a life threatening failure of your products.  *********** center also promised a same day fix that ended up taking two weeks.  I expressed disappointment in this failure to deliver a commitment but again remained calm and professional.  

  Here are the answers to your questions:

  What is the total weight on the bike, including the rider and their personal items?  Less than 250 pounds
  How many miles are on your RadWagon?  48
  Who assembled your bike?  I did
  Do you have a professional pre-ride safety inspection?  Yes the ****************** in ************** did a pre-ride safety inspection and were informed that the brakes were weak
  When was your bike last services? 7/11
  has your bike been subjected to any impacts or physical drops? No

   

  I would like a call *************) so we can resolve this soon.  I will not keep this bike and put my children on it again but I am happy to find a way to return it to you that works best for you.

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

  

  Business response

  08/12/2023

  Dear *****, 
  
  We want to begin by expressing our heartfelt apologies for the safety concerns you've faced with our product. Your family's well-being is of the utmost importance to us, and we take this matter very seriously. We completely understand your decision not to proceed with the warranty process and your desire for a full refund.
  
  This message is to confirm that we have been in contact with you regarding your return request and have expedited the return process. We understand your decision to prioritize your family's safety, and we deeply regret any anxiety this situation may have caused.
  
  Your feedback is invaluable, and we appreciate your understanding as we work to rectify this issue. Your concerns will be shared with our team, as we are committed to improving our products and ensuring the safety of our customers.
  
  Please do not hesitate to reach out if you need any further assistance during this return process. Your satisfaction and safety are our top priorities, and we'll do everything we can to make this right.
  
  Thank you.

  Customer response

  08/15/2023

  The seller has recently been responsive and we have come to an agreed solution.  I will return this product within the next week and when the seller applies the promised refund, I will accept and close this complaint

• Initial Complaint

  07/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Recently, purchased a *** power bike and had delivery issues and attempted to contact the company within the first 24 hours with the delivery issues. Having trouble with brakes rubbing and gear skipping problems. I initially called the *** '800' number with response that their phone lines are currently closed and was directed to contact by e-mail. Attempted to contact *** numerous times by e-mail ************************************ with repeated auto responses essentially informing me that they have higher than anticipated volume and their team is falling behind. The e-mails directed me to utilize their Live Chat; however, this option is consistently off line. I then contacted some of my state's *** service centers and was informed that they could fix the bike but I would have to pay for any repairs thus no warranty service. Unfortunately, there are no longer any local *** service centers in my city area which means I would have to drive up to 2 hours. It is vital that *** provides adequate and timely customer service especially with ********************************************* given any defects could potentially place customers at risk for great harm. If they can not handle a growing business then they should down-size. Customer safety should be a priority. Thus, the next step is to file a complaint with my state's attorney general office.

  

  Business response

  08/01/2023

  To Whom It May ******************************* ID:  ********
  Order: 1123835
  Customer: ***********************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. We have requested documentation of the current condition of the customer's bike in order to move forward with a fee-waived return request. 
  
  A screenshot of our reply has been attached.
  
  Thank you! 

  Customer response

  08/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased our bike in June 26. During the purchase process the sales woman assured us that in us having the product shipped to another city they have plenty of shops that they work with to assist. Not only did she not type in our phone number which lead to the bike never being shipped, but we received the bike Friday 7/21 and it doesnt work. I have called over ************************* which not 1 time has anyone answered the phone or returned a phone call. I have also send help requests to *** and not one time in the past month have they replied. **** the manager has no solutions as to how to fix the issue other than me spending my own money to bring the bike back and buy a 500$ bike rack to do that. They in fact DO NOT WORk with anyone in our town and we were told lies. Again i can show you all phone records that show over 125 phone calls. Now i get a cal from **** at ************** who says to email help at rad bikes. They havent returned one email in over a month and now we have a 1600$ bike sitting at a house we dont live in that they tell me they cant service or help.we are livid.

  

  Business response

  07/31/2023

  Hi!

  Thank you for taking the time to write in and share your experience. We apologize for the delays in getting through to our support team. We value your time and understand the frustration that *** have resulted from this, and we extend our sincerest apologies.
  

  Apex Mobile Bicycle has gone out to you and order 1157142 was placed for a new rear wheel today. They will also be installing for you. We apologize for the frustration that you experienced regarding your new bike, this is certainly not the experience we wanted you to have. 

  Please reach out with any additional questions! 

  Customer response

  07/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the RadCity 5 Plus e-bike grime Rad Power Bikes from their online store on April 27, 2023bike arrived at a local bike shop for assembly the first week of May. The bike had a faulty controller which was replaced under warranty before I even picked the bike up. After less than 3 weeks later and with only 50km of riding bother the front and rear hydraulic brakes began to fail. Apparently RAD shut down all phone lines and online chat functionality because of massive layoffs on or about April 23, 2023 which I was not aware of. Because of this it took almost one full months before RAD responded to my email. Once they did responded the new brake components were shipped out. After the new brakes were installed and tested and maybe 30km of riding the brakes failed again. *** had asked me to send video evidence of the issues, which I have done. I had requested they send brake components from one of their other models that have an almost zero failure rate and are refusing to do so. They are also refusing to cover the labour to complete the repairs. RADs customer service is the worst I have ever experienced and all I want is someone to respond in a reasonable time and honor their warranty and products! I spent $4500.00 on two of these bikes and feel that these are the most expensive paper weights I ever purchased as they are simply not reliable!

  

  Business response

  07/29/2023

  Hi! 
  
  Thank you so much for taking the time to write in to the Better Business Bureau, and for being a part of our Rad Power Bikes community!
  
  We reviewed your orders and see that you did reach out previously on social media and in support ticket ************. An order 30-146199 was placed on June 26th by our support team for front and rear hydraulic brake assemblies which the bike shop received and installed. 
  
  We see that you then contacted us in support case id ************ and the representative stated that the bike shop may not have bedded the brakes in and that is a common reason for the noise you may be experiencing. The only user adjustment that can be done to the Hydraulic brakes is brake pad replacement, Brake Rotor Truing, re centering of the brake caliper and bedding in the brakes. We cannot send brake components from one of our other models as you requested. 
  
  Please reply within that support ticket with the documentation previously requested so that we can further assist. 

  Customer response

  08/02/2023

  I travelled from ******* to Rads ********* store and was able to speak with someone in person and was able to get the parts I needed to get my bike up and running. Had a great experience in their store, just wish their on line / email support was just as good!!

  for now my issues is resolved.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have the PowerWagon. There was a recall in 2022. I attempted to have my recall service at that point and was not able to get a hold of anyone for months and months. Finally was able to contact someone at the local *** store (this would have been something like my 25th attempt). He told me to bring it in and he'd have the recall work done in a day. I called the next day and could not contact anyone. After several days of calling I reached someone who told me he didn't have information on the status of my bike and would make sure someone got back to me.It has not been a month to five weeks with my bike "in the shop" for a recall without repair, phone call, or ability to talk to a live person.This bike is one of my chief forms of transportation. I have been on a dangerous (recalled) form of transportation for over a year and without the transportation completely for a month to five weeks.I am not able to reach anyone at the *** store or at the corporate office in *******.

  

  Business response

  07/29/2023

  Hi!

  We apologize for the delays in getting through to our retail team for the status on your RadWagon4. We have reached out to the team to get a better estimate of the completion on *********** kit install. We will be following up with you by Tuesday 8/1. Thank you so much for your patience! 

  Customer response

  07/29/2023

   
  Complaint: 20356592
  
  I am rejecting this response because:

  a) it passes the blame to the retail store   I have not been able to get an answer from *anyone* at any level or location in Rad for **** months  

  b) I received a similar email from them last Thursday 7/21 and they did not come through on their promise   This is just another pass the buck / kick the cab down the road response  

  c) I dont want a status on my bike; I want my bike back and I want some form of remuneration for not being able to use the bike for almost a year  

   

  This resolution is without substance or satisfaction.

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

  

  Business response

  08/08/2023

  Hi!

  The ************** Store did follow up with you regarding the wheels you dropped off and they informed us you did pick them up, but the wheels you dropped off were not for a RadWagon. You asked for tires to fit the wheels and the store provided them as a courtesy. These were not associated with the RadWagon or the recall.

  The ************** store does have the RadWagon repair kits in stock. Is there a time when you can come down to get the RadWagon repair kit?  We have followed up with you in ticket 1884743 to obtain more information. 

  Looking forward to hearing from you! 
   

  Customer response

  08/14/2023

   
  Complaint: 20356592
  
  I am rejecting this response because:

  - it is factually inaccurate 

  - Rad refuses to accept blame for their bad behavior and causing me to be without my bike for an extended period of time whilst being unreachable 

  - my tires were retuned to me damaged to the point of being unsafe to use  

  - Rad has declined to make it right  

   

  - the whole point of BBB is to give a business an opportunity to do better and to act ethically   If they do not one wouldnt accept their actions and would want other potential customers in the market to beware.    This is the situation I find myself in  

  - furthermore Im convinced I would still be struggling to hear back from Rad without pressure from BBB    Terrible way to do business   

   

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

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have ordered ******** 6 plus order# **-145678 on June 22, 2023 and was delivered on June **, 2023, the bike was defective right out of the box. The controller display and UI center display does not work. Contacted the support team and they send me a replacement controller along with wiring harness. I have take the bike to the shop for this repair and paid $140.00+ tax still the new controller and new wiring didn't resolve the issue. I'm so disappointed with the level of customer service and troubleshooting so I want a full refund for my money due to defective bike or replacement a new bike that is working.

  

  Business response

  07/26/2023

  To Whom It May ************************* ID: ********
  Order: 30-145678 
  Customer: ******************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply.
  
  A screenshot of our reply has been attached.
  
  Thank you!  

  Customer response

  08/03/2023

   
  Complaint: 20349178
  
  I am rejecting this response because: they have simply created a ***** label but not movement on the shipment. (Screen shot of ***** is attached) I have contacted their chat support and they're saying the replacement items were pickup from their warehouse but no updates are showing on the shipment. and I have to wait 14 full business days.

  It has been over a month trying to resolve the issue with this company but the level of communication and resolving the issue is very poor!

  I have been trying to get a supervisor to speak on the phone but no one contacted me as of yet. The bike is defective so either needs to be replaced with a new one that is working or simply issue a refund and take back the defective bike.

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

  

  Business response

  08/12/2023

  Dear ****, 
  
  We apologize for the inconvenience you've experienced during this process. Your frustration is completely understandable, and we want to assure you that we take your concerns seriously. Our goal is to provide a smooth and timely resolution for every customer, and it appears that we have fallen short in this instance.
  
  We are pleased to inform you that a senior customer support agent has been closely following your case via ticket number ******* and has been in communication with you. Your feedback is essential in helping us improve our service, and we assure you that we're working diligently to address this issue.
  
  We received your email today confirming that you are in receipt of your replacement parts and we are awaiting an update on the status of your request once you have installed them. 
  
  Thank you for giving us the opportunity to rectify this situation, and we apologize once again for the inconvenience you've faced. We value your business and are committed to finding a solution that meets your expectations.
  
  Thank you for being a Rad customer!  

  Customer response

  08/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******************

  Customer response

  08/15/2023

  Hello Radpower team,

  I have received the replacement parts and got them installed, at this moment the issue has been resolved. 

  Thank you for your support. 

  Regards

• Initial Complaint

  07/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In May, 2022 we purchased a RadRover 6 ************* Fat Tire Bike. Order #******. We used it until winter at which time we stored the battery inside our house. This spring, the battery would not charge. We tried for several weeks to get a response from the company. We finally got an email directing us to the website *********** which was no help. We had already tried that. Then we searched for a ******************* near us. We took it to ***** in ************, **. They have had the bike for a month. The only response they have received from the company is that it "sounds like a battery problem" and they would be sending a new battery. It has not come as of today, July 19. This is unacceptable!! There is clearly a problem with their product as well as their customer service! We expect to have a new battery, at no charge to us, within the next two weeks.

  

  Business response

  07/26/2023

  To Whom It May ************************* ID: ********
  Order: 778605
  Customer: *************************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply with the requested documentation to get a battery replacement approved as a warranty exception.
  
  A screenshot of our reply has been attached.
  
  Thank you!  

  Customer response

  08/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased RadRover 6 Plus on June 21, 2023, order number ***** and have tried numerous times to contact them via email and via their online chat but to no avail. Even emailed multiple vides showing the issues but no response aside from the first automated response. The battery has been fully charged but when I push the power button and the light goes on, the ** display shows '00' and there is no PAS but the **************. When I push the power button off an '8' appears in the remote PAS window and the lights on the bike still stay on. Only way to turn the bike off is the remove the battery. I have looked at sending the bike back, but would cost me appox $700 in shipping and restocking fees. Obviously my preference would be to have the bike repaired so I could use it. Very disappointing as the purchase of the bike isn't cheap and would expect their support to be much better.

  

  Business response

  07/26/2023

  To Whom It May ************************* ID: ********
  Order: 30-145452
  Customer: ****************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply.
  
  A screenshot of our reply has been attached.
  
  Thank you!  

*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. ↩