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 LLC

  275 W 5 Ave Vancouver, BC V5Y 1J3

• 

  Rad Power Bikes LLC

  275 W 5 Ave Vancouver, BC V5Y 1J3

• 

  Rad Power Bikes Inc.

  2734 San Pablo Ave Berkeley, CA 94702

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:06/15/2023

  Type:Customer Service 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 have a 8 month old Rad Rover 6 plus bike in which the throttle and PAS stopped working on 6/4/23. I put in a service request email on 6/4/23 and after no response, I created a service ticket (*******) on 6/6/23 with still no response. The phone lines are closed and the no throttle issue requires contact with Rad Power bikes. This company sold me on direct to consumer sales and service and now theres no service or way of getting my bike fixed in which I continue to make monthly payments. We bought 2 Rad bikes at the same time for over $3,000 and cant get parts of service all the while this company continues to sell bikes that they CANNOT service or support. I am stuck with a bike from a company who falsely advertised and sold this bike to me online. This is just a travesty and Im concerned that i cant ride my beloved e-bike and that I may be stuck with $3000 with of bikes that I cant get parts. I need someone from Rad Power Bikes to contact me and help me get my bike fixed just as advertised. I also have a return ticket #******* for a large basket return that they will not respond to either. That also needs resolution.

  

  Business Response

  Date: 06/20/2023

  To Whom It May ************************* ID:  ********
  Order: 960820
  Customer: ***************************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply.
  
  Screenshots of our replies, as well as a copy of the return label we've sent ****************, have been attached.
  
  Thank you!  

  Customer Answer

  Date: 06/23/2023

   case # ********-FC37A

   

  Rad Power bikes continue to not connect with me on a regular cadence. Ne resolution has been reached and no problems solved. 

  Please continue to help me get this service issue resolved. 

   

  Im so thankful for your help! 

  

  Business Response

  Date: 07/12/2023

  To Whom It May ************************* ID: ********
  Customer: ******* (*******) ******
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. They did not respond to our original request sent via ticket number ******* from June 23rd, 2023. 
  
  Per our response, we have sent a $50 eGiftcard code to the customer. We have also created (2) warranty orders at no charge to the customer for the necessary replacement parts to get this issue resolved as soon as possible. The most recent warranty order is #******* and was placed July 10, 2023. 
  
  We understand that response timeframes may not be as quick as the customer may desire, however, we are working diligently to serve all of our customers. 
  
  Screenshots have been attached. 
  
  Thank you!  

  Customer Answer

  Date: 07/21/2023

   
  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

  Date:06/15/2023

  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.

  My wife ***************************** ordered me the Rad Rover 6 Plus High Step for Fathers Day. The order number is *******. On June 3rd, the bike was delivered and I built the bike with no issues using their video link they provided. Once it was time to take the battery out of "shipping mode" (hold the battery icon down for 3 seconds) the battery was nonresponsive. I tried holding the button down for 3 seconds, several seconds, and even tried charging the battery. I have tried countless times to contact them over the phone as my email attempt (June 3rd) and both email attempts (June 6th & June 12) my wife sent have gone unanswered. We bought the extended warranty and tried going that route but were informed that the extended warranty does not begin until the manufacturers warranty has expired. Like I have said we have tried contacting them several different times in different ways and have had no response. All I need is a functioning battery sent to me so I can use the expensive item I purchased. I would like a brand new battery sent to me or I would like to return everything as we bought multiple accessories (all I have kept in the box until the battery issue is resolved).

  

  Business Response

  Date: 06/20/2023

  To Whom It May ************************* ID: ********

  Order: *******

  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! 

• Initial Complaint

  Date:06/15/2023

  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 purchased a Rad Power Bike. Within the first year the rear fender started to crack. Eventually is crumble. Yes, I did finally receive the part that had been begging for since October 2021 this year. I was extremely patient. I heard many excuses about why it was delayed. Finally someone found one. I tried to install it myself, but it was beyond my capabilities. I finally took it to a shop. Oz Ebikes. A partner of Rad Power Bikes. Guess what. The new fender was for the wrong year. It didn't fit. The repair shop had to use my current arms and had to drill a hole in the fender to make it work. This cost me $99.44. Someone at Rad Power owes me an apology for all the trouble I have gone through since October 2021. Yes, that date is correct. 1.5 years. I am requesting reimbursement of my $99.44. I hope you do the right thing this time. You can no longer talk to someone on the phone so you are at the mercy of whenever they answer your email. They asked for a receipt. I provided the receipt that states fender repair. It wasn't detailed enough. Now they say they can't reach Oz Ebikes for more information. I had to beg for a 1.5 years for a new fender. Now they are having me beg for reimbursement. Thank you.

  

  Business Response

  Date: 06/20/2023

  To Whom It May ************************* ID: ******** 
  Customer: ***********************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply.
  
  Screenshots of our replies have been attached.
  
  Thank you!  

• Initial Complaint

  Date:06/15/2023

  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 purchased a Rad Wagon 4 E-bike in spring 2022. At the beginning of September of ************************************************************************************* the tire. I was told initially that I should discontinue riding immediately due to the safety hazard. No date for repair was provided. I waited patiently for an update and I even emailed them to let them know there is an e-bike repair shop in my community that could perform the repairs. 6 months later in February I received notice that the repair kits were being shipped out, and that I would have to wait for an invitation to schedule a service date but that most customers should have received this notification and appointment booked by March 15th. March 15th came and went, and after several more of my inquiries they updated their estimate for shipping my repair kit to end of April. April came and went, May came and went with no updates, so beginning of June I sent a frustrated email asking for a solution, such as exchanging my bike for one that works. I have heard nothing. I have called their service centre lines with no one answering the phones. They are very unreachable, and I am losing confidence that this will ever be resolved!! If you need emails to verify this I can send upon request with an email address you provide.

  

  Business Response

  Date: 06/19/2023

  To Whom It May ************************* ID: ********
  Order: 30-144815 (RadWagon 4 Repair Kit)
  Customer: *****************************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. Their repair kit has shipped out and a tracking number will be sent out once it is available. A warranty reimbursement code has been provided to allow for an expeditious resolution once the customer's repair kit has been delivered. 
  
  A screenshot of our reply has been attached.
  
  Thank you!  

  Customer Answer

  Date: 06/26/2023

   
  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. However, I was waiting until reimbursement from Rad for my recall repair service before stating the issue is fully resolved. I have sent them my invoice, but I am still waiting for reimbursement, so I consider the matter unresolved at present.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/15/2023

  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.

  PROBLEM: I was shipped the wrong item.ORDER # Ordered June 6th, here is my order #: ******* PRICE PAID: $2500 OVERVIEW:I ordered the new 2023 Rad Runner 3 Plus E-bike on June 6th. On June 11th (Sunday) I received the wrong item which was a Rad Runner Expand folding e-bike which is about $1000 less than the bike I ordered. HOW TO RESOLVE:I would greatly appreciate if Rad Power bikes would promptly send me my Rad Runner 3 Plus and the promotional accessory they are advertising and have a carrier pick up the Rad Runner Expand bike to have it returned.My efforts to contact them via their Instagram, multiple phone numbers and email have had ZERO response since Sunday (June 11th). I am growing increasingly impatient knowing that *** has my $2500 sitting in their coffers. It would be very honorable of Rad Power Bikes if they offer some free accessories or discount on my purchase for this immense inconvenience.

  

  Business Response

  Date: 06/19/2023

  To Whom It May ************************* ID: ********
  Order: 1115323
  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 Answer

  Date: 06/27/2023

   
  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.

  Here is the latest update as of today June 27th.  I finally received a ************ label and returned the item yesterday (June 26th) -- ***** tracking shows delivery back to Rad Power bikes warehouse for this Thursday (06/29).  *** has stated that they will ship out the correct item that I initially ordered, back on June 6th, only when they confirm receipt of this return.  This means that I should get my Rad Runner 3 Plus bike about 1 month since I placed my order.  This amount of time is definitely not acceptable to remediate a shipping mistake made by Rad but I must admit that once I got connected with a Customer Support Rep -- they were excellent and indicative of the superb customer service that Rad has built their reputation on.
  

  I am now waiting for Rad Bikes to receive the return, review it, then ship my product to me.  Once this has concluded and I've ensured my product works as expected I will provide a final commentary on my overall experience with Rad thru this situation.
  

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

• Initial Complaint

  Date:06/15/2023

  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 ordered a RadCity 5 Plus during the recent sale period at the end of May for a total of $2019 (including tax). The photo on the website was a step-through style and during ordering I was not given an option to select between high step or step-through, so I assumed it was a step-through. The bike arrived and I assembled it, then realized it is a high step style, which is too tall for me and therefore unsafe for me to use. I immediately submitted a support ticket via email. I initially did not receive a response until I followed up to that email with a screenshot of the photo in my transaction receipt. After a few days I still had not received any response other than a ticket number and followed up again. The ticket was closed arbitrarily, so I submitted the ticket again. Rad Power Bikes did communicate that there was an error in their system that closed tickets, which they reopened and would address in the order they were received. It's been nearly two weeks and I have an assembled unridden bike I cannot use and have had no communication with an actual human at Rad Power Bikes. I attempted to call their support phone line and the automatic message states the lines are closed each time I call.I want to exchange the high step for a step through and not incur any fees.

  

  Business Response

  Date: 06/19/2023

  To Whom It May *********************************** ID: ********
  Order: 1109482 
  Customer: *********************
  
  We've responded to the customer's inquiry with the following ticket number: ******* and are awaiting their reply. A screenshot of our response has been attached. Thank you! 

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20190397
  
  I am rejecting this response because: Rad Power Bikes is not taking any responsibility for the error on their website that showed a bike different from what I was able to order. The version shown in the photo on the website (and on my receipt) was a step-through (and no option was provided during ordering to confirm or change that selection), whereas I was sent a high-step version of the bike. The company wants to charge me a restocking fee (plus shipping) for returning the bike I was sent and then full price for the version I wanted to purchase in the first place. I am willing to pay the shipping to return the one I have.

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

  

  Business Response

  Date: 07/01/2023

  Good afternoon, ******! 
  
  We appreciate your feedback and understand your concerns regarding the error on our website. However, we would like to clarify a few points regarding your complaint.
  
  Our website provides detailed product listings that specify the different versions of the bike available for purchase. We offer both step-through and high-step versions, and customers have the opportunity to select their preferred version during the ordering process. It is important to review the product description and select the desired version before completing the purchase.
  
  We have thoroughly reviewed our records and order processing procedures, and we cannot replicate any issues with your specific order. Is it possible that there may have been an oversight on your part during the ordering process, resulting in the selection of the high-step version instead of the step-through version? We apologize for any confusion or inconvenience caused.
  
  We would like to note that we reconsidered our previous determination that we would charge a restocking fee for your bike return, and had authorization from our leadership team that you would be able to complete a bike return through our Customer Support team. In previous email communication to our team, it was mentioned that the bike was sold privately to a third party and that you would no longer need to return it. Based on this written notification, we were under the impression this complaint had been resolved. 
  
  We apologize for any misunderstandings or inconvenience you have experienced during this process. Our goal is to ensure customer satisfaction, and we are committed to addressing your concerns promptly and finding a suitable resolution.
  
  Please reach out to our support team at *********************************** and we will be glad to assist you further.

  Customer Answer

  Date: 07/07/2023

   Better Business Bureau:

  My initial rejection came immediately following the information I received regarding being charged restocking and shipping. The delay in response from Rad Power Bikes customer service is multiple business days between communication, so I was operating from the information I had available. Rad Power Bikes had turned off all methods of customer service contact except via email and their system randomly closed out support tickets without any contact. I did not receive any response to my submitted support ticket and only received a response after submitting this BBB complaint. Note that this most recent response from Rad Power Bikes is over a week and a half later than when I rejected the response initially.

  At that time, because I was told the only option I had was to pay a 30% restocking fee, I did sell the item to a private individual to recoup my costs. It was days later when I received the update that *** would not charge the restock fee if I covered the shipping.

  Regarding replicating the issue - when I went back to the website to check the ordering process, the original sale page was no longer there. I did notice later that a new sale on the same item started and the page layout was much clearer with the picture of the item matching the description and selection (which was not my experience when I originally purchased). 

  Ultimately I find the resolution satisfactory, while the customer service and support severely lacking in general.

  
  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

  Date:06/14/2023

  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.

  Purchased new bike in May 2023.After assembly bike will not start .Battery is defective will not charge. Used a friends battery who owns identical bike.....bike turns on and runs fine. Checked battery with voltage meter no charge in batterey. Have tried all trouble shooting suggestions on their website to no avail. Sent email on different issue three weeks ago with no response to date.Have sent three emails on this matter with no response. Other than an email saying that they are extremely busy and to try their website unfortunately their website does not address new bike defects or warranty issues. If they will not help a brand new purchaser what can I expect after the warranty expires.

  

  Business Response

  Date: 06/15/2023

  Hi!

  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! 
   
  Please accept our sincerest apologies that your battery arrived in an unresponsive state. We have followed up with you in support ticket 1867192 so we can get you back riding ASAP! Thank you for your patience! 

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20188305
  
  I am rejecting this response because:
  They have still not communicated with me directly nor have they said what they are going to do.They do not answer their phones and have yet to respond to any of my emails.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/22/2023

  To Whom It May ************************ are responding to this complaint to show that we have replied to the customer directly and requested that they send documentation related to their battery issue. 
  
  To date, the customer has not responded with the requested documentation via support ticket *******. A response was sent to the customer on 6/22 reiterating that we must have documentation on file to replace a battery under warranty. 
  
  We are eager to get this resolved and are hopeful ********************** will comply with our request for photo and video documentation so we can expeditiously assist them with their replacement request. 
  
  Thank you! 

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20188305
  
  I am rejecting this response because:
  They have yet to respond to any of my direct emails which details my problem. I purchased a new bike I have yet to use because it came with a defective battery. I have sent four emails and have yet to receive a direct response for any of them ....the first was over one month ago.The only reason they are responding is because I filed a complaint with the Washington BBB.I have explained to them I don't know how to take videos of my battery with it not working and put them in a drop box. This is not a warranty issue the bike is brand new out of the box it came to me defective. I have spent hours researching and following the directions for troubleshooting found on their website. I need a  new battery I have offered to send the one that came with the bike back to be replaced with one that works. They have my money and I have an inoperable EBike. This is nothing but stall tactics. They need to be held accountable for not standing behind what they sell.I am not the only one experiencing this unbelievably horrific customer service.  Please read what they are requesting and explain why someone who is not computer savvy has to jump through all the unnecessary hurdles they are putting up.This is criminal. Please help me. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/01/2023

  Dear ****, 
  
  We appreciate your feedback and we apologize for any inconvenience you have experienced. We understand your frustration regarding the delay in responding to your direct emails. Due to an internal oversight, your emails were unfortunately not addressed in a timely manner, and for that, we sincerely apologize.
  
  We want to assure you that we take our customers' concerns seriously and we have fulfilled our warranty obligations by replacing your battery. We acknowledge that the battery issue should not have occurred with a brand new bike, and we apologize for the inconvenience it has caused you.
  
  Regarding your request to provide videos of the battery issue, we understand that not everyone *** be familiar with the technical aspects involved. We appreciate your willingness to troubleshoot the problem by following the directions on our website. However, we acknowledge that our troubleshooting process *** have been burdensome for you, and we sincerely apologize for any difficulties you encountered.
  
  At this point, we have replaced your battery to resolve the initial issue. We have carefully considered your feedback and have taken it into account to improve our customer service processes. While we understand your frustration with the experience, we would like to assure you that we have made adjustments to prevent similar oversights in the future.
  
  We strive to provide excellent customer service and to stand behind the quality of our products. We appreciate your patience throughout this process, and we genuinely apologize for any inconvenience caused. If you have any further concerns or questions, please do not hesitate to reach out to us directly.
  
  Thank you for being a Rad customer!  

  Customer Answer

  Date: 07/09/2023

   
  Complaint: 20188305
  
  I am rejecting this response because:This is an untrue statement.I have not received a battery replacement. I have now had the bike five weeks and still no replacement battery. They have still not responded to any of my direct emails. It is unacceptable to just say were sorry we had a glitch in the system. I have communicated with their customer service department only as a result of my filing a complaint with the ********** BBB.They cannot be allowed to only offer customer support if you make a formal complaint. Additionally, the customer service representative responding to this complaint refuses to answer any of my direct questions.

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

  

  Business Response

  Date: 07/20/2023

  Dear ****: 
  
  We have thoroughly reviewed your complaint and stand by our original response. We must reiterate that our records indicate a signed proof of delivery for the battery replacement you mentioned. On July 11th, 2023 at 10:33AM, ***** delivered the battery replacement to the address we have on file and it was signed for by JMACTAVISH. If you are standing by your claim that you did not receive this battery, we request that you file a police report for the theft of this item and we will work with you to replace it once your report has been provided to our team. 
  
  Regarding your assertion that we have not been responsive, we must firmly disagree. We have diligently addressed any reasonable requests or questions you have raised. However, it is essential to acknowledge that your communication style has been combative and uncooperative thus far.
  
  When we attempted to confirm your address, you stated that it hadn't changed, which further supports the validity of the delivery claim. It was not until after we placed your order that you requested it be changed. Battery replacement orders cannot be modified once they are placed. We must emphasize that it is crucial for customers to provide accurate and up-to-date information to ensure smooth transactions.
  
  Furthermore, we take our commitment to customer service seriously, and it is not our policy to offer support only after a formal complaint has been made. We have always been available to assist our customers, and your complaint is not indicative of our standard practices.
  
  In light of the facts presented, we believe our response was appropriate, and we regret any inconvenience you may have experienced. However, it is essential to address the inaccuracies in your claim and reaffirm that the battery replacement was indeed delivered.
  
  Moving forward, we are willing to continue addressing your concerns and provide the necessary support, but we ask for a more respectful and cooperative approach for future requests.
  
  If you have any further issues or inquiries, please feel free to contact our customer service department, and we will do our best to assist you within the bounds of our policies.
  
  Thank you for being a Rad customer!  

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20188305
  
  I am rejecting this response because: ************ did not respond (and still hasn't)to any of my emails notifying them that my new ebike came with a defective battery. It took five weeks to finally get one. They only responded when I filed a complaint with the BBB.  Responding only after a  BBB complaint has been filed is not acceptable customer service. That is what needs to be put in the record. ************ needs to be held accountable for being non responsive to their customers.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/13/2023

  Type:Sales and Advertising 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.

  Have had a LCD control pad go out. I have left 2 different emails at two different help centers and cannot get an answer. I cannot order the part on the website. My bike has been in operable for the past 2 weeks, with no recovery in site.

  

  Business Response

  Date: 06/15/2023

  Hi!

  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.
   
  Per your request, we have sent over an invoice for the purchase of a new LCD replacement for your RadRover.  This invoice has been sent in a separate email.
   
  Your invoice number is D313715. Please note, to say thank you for being a loyal Rad customer, we've applied a 10% discount and free shipping on your order. 
   
  Please double-check that the shipping information on the invoice we've sent over is correct. If it needs to be updated, you can correct it during the order finalization process. It typically takes up to 3 to 5 business days for the warehouse to fulfill in-stock orders after you have finalized your invoice.

  We have also followed up with you in support ticket 1867185. Thank you for your patience. 

  Customer Answer

  Date: 06/21/2023

   
  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

  Date:06/13/2023

  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 Rad Power Bike with accessories. I put together the bike and attempted to ride, but the pedals gave way and just spun. The rear freewheel was broken. This is a part that is installed by the factory and not adjusted or put together by the customer upon setup of the bike. I tried calling the support number on the bike sticker went through menus and then was told by automated message that support is currently turned off, email support is your only option at this time. The email is to this date 06/13/2023 not answered, not even with an automated response.I reached out on Instagram to the company since they seem to be responding on the sales side in a timely manner. They confirmed that support was not available except email and thanked me for my ******* during their heavy volume of support calls.I took the bike to a mechanic 45 minutes away and he confirmed that the part was indeed broken, but didn't have a spare freewheel because it was non standard.I resigned to fix the issue myself since the company is not responding or even acknowledging my support request. I was able to find the same brand freewheel on amazon along with the specialized removal tool. I purchased the removal tool ($10.98) and freewheel ($32.20) and installed myself.I currently have the bike running but the rear derailer is out of alignment (i'm not a professional bike mechanic) and will only operate in one gear. I now have to take the bike back to a bike shop to get that aligned correctly.I am seeking a refund of the parts and costs of repair. Rad bikes has service centers in larger cities so whatever they would charge to get it fixed.The phone mount I ordered never arrived and a refund for that item.Date Purchase: 05/18/2023 Date Bike arrived: 05/27/2023 Date email sent to support: 05/27/2023 GUB PRO-3 Phone Mount: $19 RadRover Rear Rack: $99 RadRover 6 ************* Fat Tire Bike: $1399 Subtotal: $1517.00 Tax: $149.82 Shipping: FREE Total: $1666.82

  

  Business Response

  Date: 06/15/2023

  Hi!

  Thank you for writing in regarding your RadRover 6 Plus and the missing phone mount from order #*******. 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.
   
  Your phone mount did ship from our warehouse ****** tracking ************) but appears to have been lost in transit. We have refunded the phone mount from your order. Please accept our sincerest apologies that this item was not delivered with the rest of your order! 
   
  Regarding the replacement freewheel and freewheel removal tool purchase, we will be happy to cover these expenses under warranty. However, we will need documentation of the issue that necessitated the repair/replacement. We have followed up with you in your support ticket 1867164 to follow up. 

  Thank you for your patience! 

  Customer Answer

  Date: 06/15/2023

   
  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,
  
  ***************************

• Initial Complaint

  Date:06/13/2023

  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 purchased a Rad Power Trike on 05/30/2023 and received it promptly on 06/07/2023. After putting the trike together myself, my spouse and I went out for a ride. She got behind me and quickly noticed that I had a wobbly tire. So when I got home I further investigated and it looked to be a bent axle and I wrote to *** letting them know on 06/08/2023 of the findings.Since I have been waiting to hear from them I have done my due diligence and taken the tire to the bike shops to make sure that is not the problem. It is not I have written them 6 times and asked for a resolution. Everything from full replacement to just the axel with a local shop repair at their cost. All I have received is robo email responses saying they are extremely busy.In the mean time I spent $2,500 on a product I cannot use and get zero response from the company. They have no numbers to call. And of Course if they say send mine back first, I do not have the box, it's a huge box and it rained and got ruined in one of the letters I wrote them. If they send me a new one, I will promptly package and return the damaged item!The only Supported Document I have is a vide sent to Rad Power Bikes and unable to be uploaded on this site.

  

  Business Response

  Date: 06/15/2023

  Hi!

  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.

  Our support team has reached out since this complaint was filed in support ticket 1865704. **** has advised we are working to locate the specific parts needed for the wheel on your Trike and will be following up with you in that ticket. 

  We appreciate your patience as we are working to get this resolved to get you back riding ASAP! 

  
  

  Customer Answer

  Date: 06/16/2023

   
  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,
  
  *************************