ComplaintsforRad Power Bikes Inc.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a replacement battery and 2 other items on April 6th 2022. Received the 2 items but not the battery. Beware the battery that came with the bike only lasted 2 years and was told they only have a 1 year warranty. I take very good care of my bike and do the proper care on all of it. So after going round and round with ********* from Rad she tells me that it was shipped on the 6th of April but ***** is holding it. I talk to ***** and the say that RD hasn't released it. ********* said she would get with their warehouse people to get the issue resolve. She would get back to me but hasn't. Just keeps giving me the run around. They have my $549.00 for the replacement battery. Hoping you can solve my issue with Rad. Their costumer service is not good at all.

  

  Business response

  04/25/2022

  Hi there - we apologize for the inconvenience and delayed shipping on your replacement battery. According to our records, it looks like our Customer Experience team member reached out to you yesterday to inform you that your battery is currently in transit to you. They also supplied a tracking number. If there is anything else we can help you with, please do not hesitate to reach out.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order for a RadRunner Plus & front basket around 1:35pm on Monday, April 11. The next day around 1:55pm I received an email saying that the radrunner plus was back in stock at my local store. I immediately called your customer service line to cancel my order. I had not received a shipping confirmation yet and I was careful to contact your customer service prior to placing my order to confirm that an order can be cancelled prior to shipping. According to the Shipping Details section on your website, “When your order ships, you'll receive a shipping confirmation email with your tracking details.” I have not received a shipping confirmation. In fact, on your website the order still appears to be unfulfilled. According to The Consumer Purchase Terms and Conditions - Last updated August 24, 2021 Section 6. Returns Policy * Purchased Products that have not yet shipped may be cancelled for a full refund. Then I called back again to talk about this policy but was told there was nothing they could do. I called my husband to tell him not to pickup the bike I had on hold for me at the Vancouver location. I called customer service back again because I really wasn’t satisfied with the answer I was getting. Someone confirmed that the bike would be shipped no later than April 26th or 27th. I was able to accept that. At least it wouldn’t be much longer. THEN today I get an email from RAD Bikes saying my order will be shipped in the next 20 days. I knew initially when I placed the order that it would take about 10 days. I also knew that I’d be able to cancel the purchase if I changed my mind and the bike hadn’t shipped. You can only imagine my disappointment in the situation. Your policies are invalid and your customer service team provided me with inaccurate information. This is false advertising. This is my first encounter with Rad Power Bikes and it was horrible.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a bicycle from this company and the components were swapped for lessor value components. They hid the excuse for this in very fine print. I ordered a bicycle from them in Oct of 2021 and it has been a wonderful bike. I was so impressed I decided to purchase another. The newest bike hardly matched the bike I purchase just few months ago. It came with problems and it stopped working after 2 miles. I walked it home with my bad legs because without assist the bike is useless to me. I notified the support team and it instantly escalated into an online fight. I have ptsd and mental health disabilities 100% service connected it's nearly impossible to be level headed with the support team. There only offer is to return bike rather than just fix it with their local service van that delivers assembled bikes and has a qualified tech. Since my triggered ptsd I flew off and became livid with them. There is the letter ***** sent me for NOT accepting their offer. This is where I feel they really crossed the line and I need your help BBB my back is against the wall, this company now refuses me further warranty and I am cut off from ordering replacement parts. This makes my bikes useless. Please explain how they can do this? I will report this fraud everywhere I can and the absolute unfair offer from them to either accept or be punished for my anger and ptsd. I guess being disabled and being a veteran means nothing to this company. The website makes it seem like they are number one no questions we'll take care of you, we got best bikes on the planet and best support team. Can't go wrong. They want to ban me for not accepting their return offer, I can not even begin to believe this is even legal. I may have to seek a lawyer and file discrimination. Sure feels like it. I don't want to do business with them again I still need my one year warranty and able to purchase replacement parts if needed. Without support both their bicycles are doomed. I have files over 5mb

  Customer response

  04/14/2022

  I tried to file a complaint and even BBB not helping me. I asked for assistance and was denied. Rad Power bikes cheated me on my purchase and when I refused their offer to return it they banned me from ever having warranty and ordering replacement parts. I am essentially stuck with the bikes I purchased when they break. My newest one still don't work and now I can not even communicate. I requested repair and replacement of bad components and they bait and switched me on. They have this very small line that I couldn't see that allows them to replace parts at will to keep production rolling. They replaced mine with nonworking component that keeps me from using bike. It has 4 miles on it and now it has no warranty either. I want my warranty reinstated. Please review my last complaint again. I have spent probably **** through them on the bikes and accessories and now I can not get anymore parts. I refused their return offer and I am punished for life now. Please step in and resolve this.

  Desired Resolution: Repair; Replacement

  

  Business response

  04/25/2023

  Hi! 

  
  We just received a response on this complaint from April of 2022. This is the same response already received last year. You also had a current complaint that we also responded on regarding a separate issue. The response to the newest complaint was sent to you on April 21st, 2023. The most recent BBB complaint was regarding the RADWagon recalled tires that we are sending you. Please let us know if this is an updated complaint due to a year since we received last communication with you regarding this issue. 

  Customer response

  04/26/2023

   
  Complaint: 17025169
  
  I am rejecting this response because: I feel this company is stalling. This is separate complaint from previous. I sent them pictures and they respond as if I took no action. Maybe check spam folder, I'm exhausted trying communicate with this company. They only offer partial refund of tires purchased from their spare part inventory. They have the recall ribbed markings and the company is dodging full replacement of those UNSAFE tires. I feel the only reason I am able to communicate with this company is because BBB notified them of my complaint. I feel Rad Power Bikes has been absolutely unwilling to assume responsibilty for their failures. I made several attempts to contact this company regarding the recall notices and I was not contacted by the company until I had BBB intervene. I feel I never would been able to resolve anything with Rad Power Bikes otherwise. I have been notified that I am being sent recall replacement tire kits but not sure when. Those are for the 2 bikes I purchased through them. The company has made no offer to assist me with bike purchased private sale that is identified with the rim strip recall issue. They completely ignored that. I sent them 3 serial numbers. I have found the company to be combative regarding any issues reported to them, like they unwilling to take responsibility and will use any means of stalling. I don't feel their support is friendly at all. The last notification insinuated I must need more time to think about it, I sent them the pictures they requested and this was their response. Like I didn't send them anything. I also feel the company will do as little as possible to assist me, they will not assist in the full replacement of ALL defective tires identified from their recall notice. They offer me a gift card when I can't order from them, I made attempt to purchase spare item from their stock and my payment is rejected. Gift card would be insult because I would likely never be able to redeem it. This company had excellent ratings, that's why I purchased from them. I noticed they are no longer a 5 star company but rather a 2.5 star company. I would give them 0 star rating. Dealing with this company is extremely painful and aggravating. I tried to file my recall notices when I first received them. I couldn't successfully contact Rad Power Bikes without BBB intervention. Now I am the last on the list to get get recall tires. I have no faith the company will send them. I feel they will ignore me intentionally. I will need BBB intervention every little step of the way to prevent Rad Power Bikes from not communicating. I will get a thank you response for using BBB to reach Rad Power Bikes that sounds rather nasty. Like before. 

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

  

  Business response

  04/28/2023

  Hi 

  We apologize for any frustration, but as we have stated in the other complaint that you filed, we see you did register for the recall on March 29th, 2023 for both of your RADWagons. The recall form can only be filled out for the actual bikes and not spare tires, so only 2 repair kits will be sent to you for each of your bikes. Thank you for your continued patience as we work to get you back ************* on your RadWagon 4. We sincerely apologize that the process of distributing repair kits is taking longer than originally expected. At this time, we estimate that the remaining kits will be shipped to all customers by Mid-May. Once your kit is shipped, you will also receive a notice about your complimentary local service appointment via email.

  
  We continue to fulfill kits based on the order in which our online form was filled out, in order to get them to riders like you as quickly as possible.
  For the 2 spare tires you purchased on order 671658 in December 2021, pictures were requested of those tires in ticket ******* showing that those tires are the recall-affected rib-walled spare tires. If they are the effected tires, we can refund you for those spare tires. You have not responded to that email with the requested pictures. You have been also been previously refunded $50 on that order. The price you paid for the 2 tires plus tax was $84.16 so after the $50 that was already credited on that order leaves $34.18. Since the payment method used was Paypal Express and it was over a year ago, a refund cannot be issued due to time limitations within Paypal. Once we receive the requested pictures of the spare tires, we can either send you a wire request form to do a transfer of the $34.18 into your bank account that can take up to 6-8 weeks, or we can issue a $50 RAD gift card that can assist with the purchase of additional spare tires when those are available for sale again. You can sign up for out of stock alerts for the spare tires for purchase here: 

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

  
  You have also been previously warned through email and via phone about abusive language towards our staff. We pride ourselves in being nothing but respectful, kind, patient, friendly, and all other pleasant terms that could fit in the mix, and it is critical that those things are returned to our team by customers. We want to do our best to assist you. Please respond in the support ticket that was emailed to you with the requested pictures, and we can absolutely assist with refunding the additional $34.18 due for the spare tires. 

  Customer response

  05/01/2023

   
  Complaint: 17025169
  
  I am rejecting this response because:
  

  They have been ignoring my attempts to contact them or they have me blocked from responding back. The contact phone number not available on their website. I sent them the pictures they requested, maybe it's in the spam folder? I have tried to reach them several times. Contacting the company is elusive. They decided to close my repair ticket for non-response and insinuated I needed more time to think about it like I was unsure of myself. *** continues to make this a miserable ordeal. I just want my recall tires replaced. They can replace the 2 spare tires with a recall tire kit that comes with 2 tires, instead they offer me a refund for partial amount. They state my order was already discounted 50 dollars so they do not have to refund me the full amount or replace the tires. I must accept less from Rad Power Bikes or they will not do anything. I already feel it took contacting BBB to get any action out of this company. They sent me the recall notices, I didn't send them to myself. They repeatedly ignore any and all attempts to respond to the recall notices. They want to hassle me over the full amount owed for the refund. What a wonderful company. They want to be combative and insulting to deal with on any level, then block you when they pushed you to the point of being livid. Thank you BBB, I feel horrible about having to contact you to resolve this. I feel the Rad Power Bikes insulted me for it. Rad Power Bikes has been a terrible company in my honest opinion. I feel like their avoidance is deliberate. I been trying to contact them as soon as the first recall notices went out. I reject their response

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

  

  Business response

  05/01/2023

  We apologize for any frustration, but as we have stated in the other complaint that you filed and this one, we see you did register for the recall on March 29th, 2023 for both of your RADWagons. The recall form can only be filled out for the actual bikes and not spare tires, so only 2 repair kits will be sent to you for each of your bikes. Thank you for your continued patience as we work to get you back ************* on your RadWagon 4. We sincerely apologize that the process of distributing repair kits is taking longer than originally expected. At this time, we estimate that the remaining kits will be shipped to all customers by Mid-May. Once your kit is shipped, you will also receive a notice about your complimentary local service appointment via email.
  
  We continue to fulfill kits based on the order in which our online form was filled out, in order to get them to riders like you as quickly as possible.
  For the 2 spare tires you purchased on order 671658 in December 2021, pictures were requested of those tires in ticket ******* showing that those tires are the recall-affected rib-walled spare tires. If they are the effected tires, we can refund you for those spare tires. You have not responded to that email with the requested pictures.

  Once the pictures are received, we are willing to refund the whole amount you paid originally for the tires, even though a $50 credit was already applied to the order.  Since the payment method used was Paypal Express and it was over a year ago, a refund cannot be issued due to time limitations within Paypal. Once we receive the requested pictures of the spare tires, we can either send you a wire request form to do a transfer of the funds into your bank account that can take up to 6-8 weeks, or we can issue a RAD gift card that can assist with the purchase of additional spare tires when those are available for sale again.

  Please respond with pictures in your support ticket and we can follow up via email. 

  
  

  Customer response

  05/02/2023

   
  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

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  March 17 2022 transaction date for $1649.36 including free shipping, ship in 2 days, ship to local bike shop for professional assembly & 14 day free trial Bike shop received bike on March 25, professional assembly took nearly two weeks. I contacted Rad Bikes on Tuesday April 5 concerned that I was nearing the 14 day free trial period and still didn't have the bike, Rad emailed back and said the bike was ready. I went to the bike store to pick it up AND IT WASN'T READY. ***** said he would have it ready in ************************************* I went back to the shop at 3PM and he was gone for the day. i told him I needed it Tuesday because I was out of town on Wednesday but him and his ***** were texting a woman about bicycling and I guess that was more important than putting my bike together because he was gone for the rest of the day. I was out of town Wednesday and first thing this morning I emailed Rad Power Bikes to cancel the order since my 14 day "free preview' expires tomorrow, but they keep sending messages that it's ready for pick-up. I couldn't if I wanted to, 100% chance of ********************* And now I have the bike shop calling telling me they'll bring it to me in the pouring rain even after I'm telling them to cancel the order. It all ***** from the bike shops' fault. I live right around the corner from the bike shop and he is rarely there. I even had to put a note on the bike shop's front door asking *** to come back to me for a signature if the bike store wasn't open and it was still there the next day, nobody was in that shop all day and that's the main problem, it's like a hobby, he shows up when he has nothing better to do. It shouldn't have taken more then two hours to put this bike together and I had to contact Rad Bikes to get the bike shop to put it together on April 5, 10 days after they received the bike. I don't want the bike, this has been a horrible experience. I want a full refund.

  

  Business response

  04/08/2022

  We're sorry to hear about your experience with your recent purchase. We have researched the situation and a supervisor on our Customer Experience team will be reaching out to you shortly. We are eager to help get this issue resolved. 

  Customer response

  04/14/2022

   
  Complaint: 16995350
  
  I am rejecting this response because:
  

  I received an email from ***************************, a supervisor with Red Ebikes, on Apr.8 who apologized and promised to work to get the bike returned but I haven't heard anything since and it's been 6 days. I sent him an email yesterday morning asking for an update but haven't received a reply yet.

  Tomorrow I start paying interest for the credit card charge for the bike since this has been going on for over one month now so I'm forced to file a dispute with the credit card company as well.

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

  

  Business response

  04/15/2022

  We truly apologize for your experience with Rad on this occasion. We escalated your complaint to a supervisor and see that as of yesterday, April 14, 2022, the shop will be receiving return labels shortly and you will be refunded in full as soon as the bike is returned back to us. If you have any other questions or concerns, please don't hesitate to reach out to our team at ************** ext. 1.

  Customer response

  05/04/2022

   
  Complaint: 16995350
  
  I am rejecting this response because: 

  the company has not done anything to resolve the complaint since I filed it on April 7. Their two responses were almost identical, saying they are working at getting shipping labels to the bike shop that has the bike, but that's all they say. There's never any update and it's been three weeks.

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

  

  Business response

  05/06/2022

  Thanks for all of your patience during this process. We see that the bike in question was returned to us as of May 5, 2022, and a refund has been authorized. Again, we're sorry for your experience with Rad Power Bikes. If you need anything else, please reach out.

  Customer response

  05/08/2022

   
  Complaint: 16995350
  
  I am rejecting this response because:

  This response is out of touch with the current situation. Other responses have already indicated that they are working on having the bike returned and will provide a full refund upon return. I am simply questioning what is taking so long to have the bike returned.
  

  In the meantime I received an email yesterday from Rad Bikes stating they have received the bike and will be processing the full refund.

  On the other hand, I received an email today indicating the bike has been shipped and should be received in a few days.

  Plenty of conflicting information, I'm sure the bike shop that has the bike is deliberately taking their time just to delay the refund.

  The bottom line is the credit card company still hasn't received the credit from Rad Bikes. It's been SIX weeks.

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

  

  Business response

  05/11/2022

  As of May 11, 2022, according to our records, we see that the issue has been resolved. It may take 3-5 business days for your card to reflect the refund.

  Customer response

  05/15/2022

   
  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

  04/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered Rad mini 2 online, because there is none in stock at Vancouver showroom. Right after ordered online, I was informed that the bike is back in stock at showroom, and I can present my online purchase receipt to pick up a bike at showroom. However it was wrong information. If I want, I have to pay again at showroom and call customer service to cancel my online order. When I called customer service, they refused cancel my order even though my bike hasn't shipped yet. They even couldn't locate my order. After calling customer service and sending email so many times, finally I received my bike. The bike was advertised on the website as "it comes with an integrated bell" which is the one of features I really like. I also asked showroom staff about integrated bell, they told it comes with it. However, the bike I received didn't have an integrated bell. I sent email with a picture of the bell, the customer service personnel insisted it is an integrated bell, which is not. Then, they changed a story, saying that Rad has a right to change parts under their policy. I do understand if they change parts to the equivalent ones, but this is totally different parts. So, I went to the showroom, the same bike in their stock has an integrated bell. I ended up paying to change a brake levers in order to get an integrated bell. Then I sent an email to customer service, they refused to reimburse the cost for the change to the integrated bell which is supposed to come with. Also, after I assembled my bike, the gear didn't engage. I sent an email to customer service for help, they told me that I had to go to local bike shop for the repair. Why do I have to pay for the repair of defect of a brand new bike? After so many email and phone calls, Rad finally approved for 1 hour labour for the repair. Since I ordered my bike, I was running around and wasting my time and energy. I believe I should at least get reimbursement for the bell which is advertised.

  

  Business response

  04/07/2022

  We're so sorry to hear about your recent experience with your RadMini 2 purchase. It's never our intention to have our customers go through this trouble. We escalated your complaint to our Product Support team, and they have reached out to you via email. We are always eager to resolve issues for our riders, so thank you for reaching out and allowing us another opportunity to make it right.

  Customer response

  04/11/2022

  
  Complaint: ********
  
  I am rejecting this response because I am still waiting for the reimbursement. I received an email from Ben, senior product support specialist on April 7, stating that he would make an exception this one time and went ahead for the reimbursement. However, as of April 11th, I haven't received refund (I checked with my credit card company,  but no refund was made from Rad yet). Also, I would like to express my dissatisfaction on the email from Ben. He was stating that Rad typically won't be able to reimburse for this, because it is not technically a defect. The reason why I wanted an integrated bell was I needed to put my mirror and a cell phone on the handle bar. The bell I received was not an integrated bell as advertised on the website, it took too much space and no place to put my mirror and a cell. More importantly, I can use an integrated bell with my index finger. Whereas the regular bell, I have to stretch my thumb or leave my hand from handle bar, and it is not easy for my age with arthritis and carpal tunnel syndrome. For young healthy adult, it may be not a big deal, but it's safety concerns and it is very important feature for me. However, Rad product support team seems not care about it. Is Rad bike for only young healthy adults? I do understand that Rad has to outsource parts for the high demand. I don't mind if Rad changes a brand, as long as it's an integrated bell as advertised. Rad product team seems to think that these bells are equivalent, which is not, especially someone like myself who has to wear wrist braces due to carpal tunnel syndrome. If an integrated bell is not available anywhere, I do understand that Rad replaced it to the regular bell. However, parts are available at Vancouver showroom. It is very disappointing the way Rad is treating customer like this manner. This business practice should be addressed and reviewed.   

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

  

  Business response

  04/15/2022

  We apologize for your experience with Rad and the inconvenience this situation has caused you. We do see that our team member issued a refund to your Visa card as well as provided you with a $50 gift card. Refunds take 5-7 business days to appear on bank statements. Our priority is for customers to always have a Rad experience, so we are very sorry you did not feel this way. As mentioned in our Warranty policy upon all purchases, it is possible that some of the components may differ than what is listed. This is only to help prevent any delays in production. We assure all of our riders that our engineers rigorously test each component to guarantee quality and compatibility. 

  Customer response

  04/18/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I received a refund on April 12. Without BBB's help, I wouldn't be able to get a refund from Rad. I really appreciate it.

  However, I still disagree and dissatisfy with Rad's business practice to justify not to provide parts/features that advertised on their website, despite of their availabilities. 

  Their lack of consideration of customer's needs, especially for health and safety concerns, is not acceptable.

  I strongly believe that their business practice should be addressed and closely monitored by BBB.

  By the way, $50 gift card that Rad mentioned in the response, it was given to me for another issue, not for this problem. 

   

  Sincerely,
  

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

• Initial Complaint

  03/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My father purchased a Rad Power Bike online for me as a birthday gift.The bike has been great, but after riding it less than 100 miles, the petal fell off. Both the petal and the crank are completely stripped. I am very lucky I didn't fall off the bike when it happened. Rad wants me to pay to order a new crank and petal. This should not fail after less than 100 miles on a $2000 bike.

  

  Business response

  03/14/2022

  Thank you so much for bringing this to our attention. We see that you have been in communication with our teams and replacement parts have been ordered at no cost to you. We'd like to make sure installation of these replacement parts goes smoothly, so please continue to correspond with our team via email once you receive your replacement parts so we can check in and get you back to riding Rad.

  Customer response

  03/14/2022

   
  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

  02/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  my e bicycle motor is damaged; I report to them; however, I did not get the motor order for one month

  

  Business response

  02/17/2022

  Hi Qiang - Were very sorry for the delay you are experiencing in receiving the complimentary replacement motor. Unfortunately with the global pandemic and supply chain issues, many companies are experiencing delays. Please know our team is monitoring the situation and trying our best to get products to our customers as quickly as possible. We will continue to monitor any shipping updates and provide them to you via our support team. We certainly appreciate your patience and understanding as we try to serve our customers through these unprecedented times.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a Radcity 5 Plus and a RadRover 6 Plus Nov 1/21. Received the Rad 6 mid December/21 and Rad 5 mid January/21. No problem with delivery dates on my end. As soon as we received the second bike I put them together hoping my wife and I could go for a ride. The Rad 5 worked but the Rad 6, when powered up, gave a Code 30 alarm. Read the manual and tried the suggested corrective actions with no success. Called Rad, they informed me that controller and/or wiring harness are faulty. Bike has zero miles and had just been taken out of the shipping box. Was told they would ship parts immediately. Inquired this week as to status of parts and was informed they dont have parts and no time line for parts and that I should just wait for an email. It has been over 3 1/2 months since Rad was paid for 2 useable bikes and still havent got them both operating. And NO timeline as to when I might receive these parts let alone knowing if these parts will fix the issue. Cannot understand how this company gets away with selling a useless bike and then I have to wait indefinitely for parts and arrange for the repairs myself. Wow impressive ! Isnt that just the kind of free PR they want and need. On another note, on Rads web site they recently listed the Rad 6 stating a 2 week shipping date. So Im having trouble understanding why they tell me no parts available! Oh I get it they already have my cash in their bank account. How convenient hey..

  

  Business response

  02/08/2022

  Hi Al. We're truly sorry to read about your experience. One of our core values is to be customer driven and do the right thing for our riders. We missed the **** here and we apologize. We escalated your complaint to our team and see that an agreeable resolution has been reached. We hope you and your wife will love riding your Rad Power Bikes together now. Please do not hesitate to reach out to us again if you need anything at all.

  Customer response

  02/08/2022

   
  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

  02/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought 2 Rad Power Bikes (RadWagon) for my 80 year old parents on 9/12/21. The cost of the 2 bikes was $4,339.64. The order number for the bikes was #****** & #******. The bikes were not shipped to my parents for 3 months. When my parents got the bikes, they said they wanted to exchange them for lighter and smaller bikes. My parents shipped the bikes back in accordance with Rad Power Bikes instructions. Fedex Tracking #'s ************ ************ . I have called Rad Power Bikes 4 times seeking an update on refund. They said their system says that we have been refunded. I check my account every day and have not been refunded. When I call them they agree to escalate my issue but get a notification that my issue (ticket) has been closed (e-mail from Rad Power Bikes below. I would STRONGLY ADVISE against buying from any business who does this kind of thing to their customers. <<<<>>> Good evening ******! I've spoken with my escalations team and as I stated before the only information they have is the date that it was refunded and the last 4 digits of that card. Moving forward we definitely recommend keeping in close touch with your bank as we have already processed the refund on our end. I know this must be extremely frustrating for you and we do deeply apologize for the inconvenience. I will now mark this ticket as closed. If you have any further questions or issues with your bike please feel free to reach back out in this email to open the ticket back up. Thanks for being the best part of Rad Power Bikes! Bridgette Product Support Rad Power Bikes 2/5/2022 - I have still not received a refund!!

  

  Business response

  02/07/2022

  Hi ****** - Thank you for your patience throughout this process. After investigating your complaint, it appears that there were two orders tied to the purchase. Our team has successfully refunded the purchase to the correct order number as of today, February 7, 2022. We are truly sorry for the mix-up. Please do not hesitate to reach out again if you have any trouble seeing the refund. We have made a detailed note on your account and are happy to answer any questions or concerns. 

  Customer response

  02/10/2022

  
  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.

  Thanks for your help in getting them to process my refund.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  01/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought USB charger on H35353436393733**34H' website . Order # **-528** was ordered on 8/4/2021. This item shows that it was delivered on 12/14/2021 in their record!I get the notice and try to pick it up within the deadline in the location they provided ; however, I was told it has returned to RAD POWER The assistant was hostile to me!So Rad Power are the only body can contact and ask for delivery proof!

  

  Business response

  01/05/2022

  Hello Qiang, Ii looks like our Returns team has already issued a refund, our sincere apologies for the confusion that was caused. If you have any additional questions please don't hesitate to contact us. 

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