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Complaint Details
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Initial Complaint
11/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Rad Bikes advertising is very misleading. They claim 45 miles plus with their supplied battery. When I asked why the battery is not working for very long (less then 8 miles)They tell you later there is a separate paper talking about how much pedal and terrain affects your mileage you get per charge. They then told me the return policy is 14 days or 10 miles. ***** the bike is sent disassembled the shop took longer then 14 days. I called about returning the extra battery I bought (2 batteries) Rad told me they dont take batteries back period. Rads returns policy is misleading since the bike isnt assembled and they dont say before they dont take batteries back on return. The miles per charge isnt close to the 45 miles they claim on the advertisement. I want to return my bike and 2 batteries. The bike has less then 10 miles and is about 2 months old.
Business response
11/18/2021
Hello ****** We are so sorry to hear that you have had issues with the battery on the RadMission. Unfortunately all of our Rad Battery Packs are shipped as Hazardous Materials, that is the reason they are not returnable, but something our Product Support team can look further into if needed. It looks like an agent from our Product Support team very recently reached out to you offering to swap for another bike model. If you could please respond to that same email thread to continue the resolution, that would be perfect. We look forward to hearing from you.Initial Complaint
11/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a Rad power bike which was delivered last week. Within 5 days of delivery the bike stopped working. Ive tried emailing and calling and have received no helpful response. I spent $1500 on a bike that does not work basically out of the box.Business response
11/11/2021
Hello **** - we're sorry to hear that your RadRunner is not working! Our primary purpose is to get people on ebikes, so we've missed the **** here obviously. It looks like our Product Support team recently reached out to you. Hopefully the troubleshooting will get your ebike issue resolved, however if it doesn't, please let us know that too (email or phone).Initial Complaint
11/05/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
On October 21, 2021 I received my order for a Rad Power 5 plus City step through bike. After 3 days the bike stopped working and I contacted customer support for help. They wanted to send replacement parts for me to repair the problem, however, none of the replacement parts were in stock and there was no time frame for when they would be sent. I researched the problem further and found a defective controller and asked on October 28th if one could be removed from a known good bike or demo bike and sent to me so I could have an operational bike, This request was denied. I then asked for a replacement or refund on October 29th as I was concerned that the support I was given was not up to what was expected or promised when purchasing the bike. Today is Nov 5th and I have not heard from anyone at Rad Power even after sending 3 emails asking for updates and assistance to get this resolved. I find it unacceptable to have paid for a bike that is unusable. I feel I have been patient and willing to work with Rad Power but am now at the end of the line and just want my money back.Business response
11/11/2021
Hello ****! We are sorry to hear about the issues you are having with the RadCity 5 Plus, that is definitely not something that we want any of our customers to run into. It looks like our Product Support team recently reached out to you to confirm your shipping details for a replacement bike. We're definitely engaged on resolving the issue for you. We would suggest to follow up in same email thread with the same team member for the best support. If you do need any additional assistance please don't hesitate to contact us via phone or email.Customer response
11/11/2021
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
10/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased the bike in May wasnt delivered till august, called them cause the bike stopped working and they send me a bunch of links to possible problems send them a reply that all those possible problems where checked and still doesnt work, they decide to close my request for help not even 3 months after delivery the bike doesnt work, they claim to have a warranty but it looks like they do not plan to honor it. Ive emailed them almost daily and I get the same response with links to check stuff out and no help, then to top it off they close the service request with out an answer to it.Business response
10/13/2021
Hi ******,
We're sorry you've been unable to use your bike, and we're eager to get it working again. **** on our Product Support team set up a shipment for a replacement controller and wiring to be shipped out to you this week at no charge, and once those arrive you should be up and running again. I see he's sent you the installation instructions too, so you should be good there. On the ticket front, we close out a ticket when we're done, but it doesn't mean we're done helping you if an issue comes up. Your response will either re-open that ticket OR a new ticket will be created. Either way, we'll continue to assist.
If you have any questions about installation of the part, you can respond back to **** and he'll be happy to assist. We're eager for you to get back on your bike and out on the road. - ***
Initial Complaint
10/04/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
On September 29, 2021 I purchased 2 Radmini bikes through the Rakuten website. The promotion was for $200 off per bike plus 4% cash back. The promotion said never expires. Rakuten paid the 4%. Rad refuses to honor their ad on the Rakuten website.Business response
10/11/2021
Hi ******,
Thank you for bringing the issue to our attention. While it is true that we don't have control over what Rakuten puts on their website, we also were able to validate that your screenshot of the promotion was accurate. In meeting with our internal team members, what we communicated to Rakuten as the promotion was not presented appropriately. There was an expiration (8/31) and the $200 off became the new bike price ($1299) on September 1st. We agree this is not your fault, and we will honor the promotion as presented (incorrectly). You have been refunded $200, two times, for a total of $400 back to the card used in the purchases. We believe this resolves the issue presented, but if not, please let us know.
Customer response
10/11/2021
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
09/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased online electric bike in feb 2021, April 2021 the *** display control panel with 10 miles operation went dead.That's when i got to understand ******************* Radenbaugs online importing scam.This is a one owner business who is manufacturing importing and delivering chinese bicycles in all ****************************************************************************************** full.The world computer chip shortage created a problem for radenbaug as he can't provide replacement lcd display units as per his warranty.Mr radenbaug made a very clear dishonest choice about his backordered display units situation.That simply is to employ a bunch of kids to lie.After 4 months of greedy deception with regards to the unavailable lcd unit in question. I will clearly say ********** is operating a scam,he can't sell the Chinese bikes in america without the promise of warranty .He can Not get the replacement displays for the bikes sold within past 6 months. His warranty is a scam.Business response
09/20/2021
Hi ******,
Thank you for reporting your issue to our Product Support team. We have issued a replacement LCD Display under warranty and ***** shows delivery as of September 9th, 2021.
We do think it is important to share that our team presented an alternative resolution where we replace your bike with a new RadRunner and retrieve the old one through our ********** team. From our correspondence, you did not want to pursue this option.
While global supply chain disruptions have presented challenges, we are committed to providing any necessary part to keep our customers riding, whether mechanical or electric. Were tackling the issue by expanding our supply chain network and team. It is our ongoing commitment to keep parts, accessories, and ebikes in stock and shipping next business day. We will continue to work diligently until we meet that commitment.Initial Complaint
08/29/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a battery for my bike July 3, 2021 that was suppose to be delivered in **** business days. It has now been 2 months and I keep getting told it is at the warehouse waiting for a label. Every time I call I am told it should ship soon. I am never sent any updates on what is going on and have spent hours on hold over the past 2 months trying to get my battery with no resolve.Business response
09/20/2021
Hi Jacob,
First off, we apologize for not addressing your complaint through the BBB initially. We have been investing significantly in expanding our customer service teams to better support our customers through our phone and email channels, ******************. and radpowerbikes.com/support, respectively. We do value all feedback through the BBB and are reaching out to ensure your issue has been resolved.
Our records show that your spare battery has been delivered via ***** tracking 131125689021.
We do expect spare batteries to ship within **** business days. Batteries are heavily regulated by shipping carriers and require additional steps in the shipping process. We did experience delays at our shipping facilities involving these additional steps. These issues have been resolved at this time, but we apologize that they impacted your order. As a token of apology, we have issued a partial refund on your order.
If you are in need of any further assistance, please do not hesitate to contact our team. Thank you for riding with us!Initial Complaint
08/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased an extra battery with my e-bike on July 3, 2021 for $549.99 plus tax. I have yet to receive this item. **************** is aware of this, and has confirmed it is late, but stopped responding to my inquiries 2 weeks ago.Initial Complaint
08/19/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased an e-bike from RAD Power Bikes in *******, **. Their website states there is a 14 day free trial period. I e-mailed the company on Day 12 after receiving the bike to request a return shipping label. I have e-mailed them 3 times to request a return and have not received a response except for a pre-programmed email to acknowledge receipt. The order no. is #****** and the item is RadMini ****************** Fat Bike Version 2 1 White$1,499.00 cost.I followed the instructions on requesting a return for a refund and have not received a response.
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Customer Complaints Summary
388 total complaints in the last 3 years.
109 complaints closed in the last 12 months.