Reviews
This profile includes reviews for Rad Power Bikes Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 123 Customer Reviews
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Review fromSteve B
Date: 04/24/2024
1 starNo customer service. They claim to have shipped a bike but the shipper is holding it hostage for a delivery appointment but won't take or return my calls. RAD chat says keep calling. Looks like I've spent $1500 to be given the run-around and I don't have a bike. RAD cannot help now that the bike has supposedly shipped. Hope RAD is ready for a charge back.Review fromMichelle W
Date: 02/06/2024
1 starMichelle W
Date: 02/06/2024
Very disappointing. I have a new bike that Ive ridden and now Ive got 300 miles on it. The battery stopped charging and I called and the woman said the cells are probably blown. Figured theyd replace it since its brand new, nope! Such a disappointment. Wont be buying this brand again. So many other electric bikes on the market, choose otherwise. **************** clearly isnt their priority.
Rad Power Bikes Inc.
Date: 02/09/2024
Thank you for sharing your feedback with us. We're genuinely sorry to hear about the issue you've encountered with your bike's battery.
Please accept our sincere apologies for any inconvenience caused. However, we were unable to locate a bike purchase on file under your name or email address.
We'd like to clarify that our warranty policy covers only the original owner of the bike and does not extend to second-hand purchases. We understand this may be disappointing news, but we're here to assist you in any way we can.
Our team is more than happy to help troubleshoot the issue with your battery and explore potential solutions. If necessary, we can also provide an invoice for a battery replacement, ensuring you can continue enjoying your rides without interruption.
If you have any further questions or concerns, please don't hesitate to reach out to us. We appreciate your understanding and hope to have the opportunity to assist you further!
Stay Rad!Review fromsyd r
Date: 02/05/2024
1 starsyd r
Date: 02/05/2024
If I could give 0 stars I would. The worst customer service experience. Still dealing with them in Feb after issues started end of August..we were told what the problem was by our local bike shop but after reviewing videos (some of which we had to send multiple times) Rad is telling us its a different issue. Asked for them to call us multiple times and just radio silence. Still waiting....Rad Power Bikes Inc.
Date: 02/06/2024
Dear Sydney:
Thank you for bringing your concerns to our attention. We sincerely apologize for the negative experience you've encountered and for any inconvenience caused during your interactions with our Customer Support team!
We understand the frustration caused by prolonged issues and the challenges you've faced in receiving consistent and effective support. Our goal is to provide timely and accurate assistance to all our customers, and it's disheartening to learn that we fell short of meeting your expectations.
We take your feedback seriously and are committed to resolving your outstanding concerns promptly. Our team is actively reviewing your case and working to ensure that we provide you with the appropriate assistance and resolution. Your case ID is ************ Ref: #********. A Customer Support specialist will be responding to your ticket within the next 24 business hours or less.
Alternatively, if you would like to speak to an agent on the phone, our team can be reached Monday through Friday from 9AM to 3PM PST at **************.
You can also get real-time chat help from one of our friendly Customer Support agents by going to ********************************** and clicking the "We're online ??" button that is located in the lower right-hand corner of our website. You can chat with our team during the week from 9AM to 3PM PST.
We sincerely apologize for any delays in communication and assure you that we are taking steps to address this matter internally to prevent similar situations in the future. Your satisfaction is our priority, and we appreciate your patience and understanding.
Thank you for being a Rad customer!Review fromTim R
Date: 01/04/2024
1 starTim R
Date: 01/04/2024
Very disappointed with Rad Rover 6 plus step over. About 2 years old and only 375 miles on it and controller went last month so I bought new one and spent couple hours installing. Now apparently the motor (rear wheel assembly) needs replacing at $439 plus tax. I would not recommend these bikes to anyone as this seems unacceptable to me for such an expensive bike. Im going to have to junk it as even if I fixed I would not feel comfortable riding anywhere as it is so unreliable.Rad Power Bikes Inc.
Date: 01/05/2024
Thank you for your feedback, ***!
We're truly sorry to hear about the unexpected issues you've encountered with your RadRover 6 Plus We understand the frustration this has caused, and we'd like to express our sincerest apologies for the inconvenience you've faced.
Our goal is to ensure that each rider experiences the quality and reliability we stand by in our products. While your bike has been out of warranty as of October 2022, we remain committed to supporting you in finding a resolution for the current challenges you're experiencing.
We highly encourage you to connect with our Customer Support team via email at ********************************** or by Live Chat at support.radpowerbikes.com so we can assist with troubleshooting these issues you've reported. By diagnosing these concerns together, we can provide the best guidance and support to determine the necessary steps. If your RadRover 6 Plus rear wheel assembly does require replacement, we may be able to provide guidance or authorization for a discount on the part after a thorough diagnosis from our team.
Though we understand the disappointment and inconvenience this may have caused, we want to assure you that we are dedicated to resolving this matter in the best way possible. Your satisfaction is of utmost importance to us, and we're here to help get you back on your bike as soon as possible.
Please don't hesitate to reach out to us through the above-mentioned channels so we can work together to find a suitable solution.
Thank you for being a Rad customer!Review fromPamela B
Date: 01/02/2024
1 starPamela B
Date: 01/02/2024
ZERO - has not worked since it arrived. ZERO customer service and ZERO resolution. Responses to inquiries or videos uploaded as requested take weeks. Submitting claim and complaint to BBB and the Attorney General for Comsumer Protection.Rad Power Bikes Inc.
Date: 01/04/2024
Dear ******: We deeply apologize for the frustration you've faced with your bike's functionality and our customer service response time. Our Customer Support leadership team has been in touch with you via case ID ************ and is committed to resolving this matter. As a gesture of our dedication to delivering unrivaled customer service, we've made an exception to our standard policies and have offered warranty labor coverage for both of your bikes. We're here to assist and make things right. We appreciate the opportunity to renew your confidence and trust in our brand once more. Thank you for being a Rad customer!Review fromLiz P
Date: 12/16/2023
1 starLiz P
Date: 12/16/2023
ZERO STARS. I ordered a RAD bike as a birthday gift. It stopped working within days of receipt, causing great disappointment. THERE WAS NO PHONE NUMBER AND THEY DID NOT RESPONE TO EMAILS. We had tried all recommended trouble shooting, multiple times. Local bike shops, including the one that RAD USED FOR ASSEMBLY, couldn't help us. We noticed there was a RAD bike shop in Brooklyn, over an hour from our home in CT, and took two days of our free time to have THE ***** NEW BIKE REPAIRED there. I HAVE NEVER HAD A REPLY FROM THE COMPANY. After a few weeks they sent a stock email saying they assumed we were good and our customer service request was CLOSED. I wrote back a scathing email that it was not! Never. A. Word. Recall that I had spent NEARLY TWO THOUSAND DOLLARS, it's not like this was a small purchase. NOW, the Brooklyn store has closed! When there is another issue , WHAT ON EARTH WILL I DO WITHOUT BEING ABLE TO SPEND A FULL DAY OF MY NON-WORKING TIME ON REPAIRS? This company should be closed down. The CUSTOMER SERVICE IS NON-EXISTENT. We purchased a second e-bike for our daughter's 16 Birthday. We did NOT buy a RAD, and made sure to buy it from a bike shop (which you can't do with RAD). Her bike also had an electrical issue arise, albeit after a few months. Well, while the bike shop we bought it at had gone out of business... we found another in our area who sells the bikes and was instantly able to diagnose, quickly get the part from the manufacturer and repair the (non-RAD) bike. Just further underscoring the HORRIBLE INCOMPETENCE OF RAD POWER BIKES. STAY AWAY. May have been great at one point, but certainly not now. The whole time, I've been getting constantly barraged with their marketing emails. Just completely tone ****. A response on BBB will not make up for this COMPLETELY UNACCEPTABLE experience.Rad Power Bikes Inc.
Date: 12/19/2023
Dear *********:
We're truly sorry to hear about the issues you've faced with your recent purchase and the resulting dissatisfaction. Your experience is definitely not reflective of the standard of service we aim to provide at Rad Power Bikes.
We apologize for any inconvenience caused by your bike's malfunction and the subsequent challenges in getting the necessary support. Your frustration is valid, and we completely understand your disappointment, especially considering the significant investment made in our product.'
First and foremost, we must advise you that our products are intended for use of riders aged 16 years or older. We are unsure of your son's age, but since you mentioned this bike was purchased for him, we wanted to be sure to make you aware of laws and regulations pertaining to minimum age of operation for electric bikes.
It's disheartening to hear that our attempts to resolve your concerns fell short of your expectations. Please accept our sincerest apologies for any lapses in communication and the inconvenience caused by the recent closure of our Brooklyn store.
We do have a wide network of local authorized service centers all over the US, and we are adding new bike shops every day! To view a list of local bike shops near you, please visit: ******************************************************** and search by your city or zip code.
We genuinely value your feedback, and we take such instances seriously to enhance our service. Your experience is certainly not what we aim to deliver, and we assure you that we are actively reviewing and improving our processes to prevent such issues from occurring in the future.
Although we understand your decision to seek an alternative solution, we deeply regret that we couldn't address your concerns promptly. Our intention is never to cause inconvenience or dissatisfaction for our valued customers.
We would like the opportunity to make this right. If you're open to discussing this further, please reach out to us directly at **********************************.
You can also get real-time chat help from one of our friendly Customer Support agents by going to ********************************** and clicking the "We're online ??" button that is located in the lower right-hand corner of our website. You can chat with our team during the week from 8AM to 3PM PST.
Be prepared to submit photo or video documentation when you reach out to our team so we can better assess the issue with your bike. We are absolutely committed to seeing this issue through and getting your bike in top-notch riding condition.
Once again, we sincerely apologize for the letdown and frustration you've experienced. Your feedback is invaluable, and we hope to regain your trust and restore your confidence in our brand!
Thank you for being a Rad customer!Review fromOliberto O
Date: 11/17/2023
1 starIn the spring of 2023, I purchased a Rad 6 bike. After riding it for three months and ***** kilometers, the right pedal began to click and eventually came off. **************** informed me that this was typical wear and tear when I contacted them. You had to be fooling me, I thought. I assembled the bike according to the instructions. I now have to pay $87.01 for a crankarm and pedal on a brand-new bike.Not credible. I figured I would write a review for prospective customers in the future. Do your research. Many products are available for selection. Make a smart choice.Regards ****, ******** *********, *******, ******.Review fromMark R
Date: 11/02/2023
1 starMark R
Date: 11/02/2023
Initially so enamored of these bikes that I'm now on my third. And that's where the positives begin & end. After no end of issues with bike#2, RAD exchanged the faulty bike outright. Impressive, yes? Well, read on.Upon closer inspection, the 'exchange' bike had shoddy, but easily address factory defects and/or oversights. For instance a fender had no rivets and one needed to be fashioned to keep it from flopping around. The reason for this review, however, has simply to do with the 'fastener' or retaining clip that holds the controller to the handlebars. Probably costs all of a buck-fifty-nine.That clip cannot be found on Rad's accessory page, so I called the dealership from which these bikes were purchased (********). I was told that I'd be responsible for the $10 postage to get the part to me. As she's taking the delivery information to get it to me, she says "you know, these fail because they've been over-tightened." I told her that I watched her manager -- Manny -- assemble that bike personally. "Oh, *****? Hang on one moment". Upon her return, I was informed that the only way they could get the buck-fifty-nine part to me was to sell me an $80 controller. Now, I don't know what transpired there between ************** but I can tell you this is on RAD. This is on *only* RAD. Shameful way to treat a repeat customer.Rad Power Bikes Inc.
Date: 11/03/2023
Thank you for sharing your feedback with us, ****! We've received/replied to your reviews across numerous platforms and we want you to know your feedback has been taken to heart. We truly appreciate your loyalty as a repeat customer and sincerely apologize for the frustrating experience you've had thus far.
We're glad to hear that you initially enjoyed your bike purchase. It's disheartening to learn about the issues you've encountered with your recent purchase and the difficulties you've faced in obtaining replacement parts.
While our mission is to provide unrivaled customer service, unfortunately, your bike is no longer under warranty, which is why you were asked to cover the shipping costs for the replacement part you needed. We understand your frustration, and we're sorry that you felt blame was implied during your conversation with our team member. This was certainly not our intention!
We also appreciate your feedback regarding the availability of specific replacement parts on our website, and we will certainly consider this suggestion as we work on improving our customer experience.
We want to assure you that your experience is not reflective of the high standards we uphold at Rad Power Bikes. We are continuously working to better support our customers. We understand that this situation has left you feeling disappointed, and for that, we genuinely apologize.
If there is anything we can do to assist you further or if you have any more questions or concerns, please do not hesitate to reach out to us. We value your feedback and want to ensure you have a positive experience with your RadRover 6 Plus. We're here to help.
We are grateful for your continued support and loyalty. We hope that we can make things right for you in the future.
Thank you for being a Rad customer!Review fromSharlet M
Date: 10/11/2023
1 starSharlet M
Date: 10/11/2023
I'm very unsatisfied with my purchase of a faulty bike .Error 21 and lock to battery not working. I was told that my faulty bike would be exchanged. Now lm being told that lm a not getting another bike .I'm getting a refund less return shipping fee .All l wanted was rad bike l could ride.This experience is unbelievable and the worst customer service l have ever in encountered .It's like you have a bunch of 10 year Olds running your company into the ground .***************Rad Power Bikes Inc.
Date: 10/13/2023
*******,
Thank you so much for reaching out to Rad Power Bikes!
We want to express our sincere apologies for the frustration and inconvenience you've experienced with your recent purchase. We understand that receiving a bike that doesn't work as expected can be incredibly disappointing, and we are truly sorry for any inconvenience this has caused.
We'd like to clarify the situation regarding your request for an exchange. Unfortunately, due to the current unavailability of the specific bike model you purchased, we are unable to issue a replacement bike at this time. This is not the level of service we aspire to provide, and we assure you that we are actively working to improve our stock availability to better serve our valued riders like you.
We understand your desire for a bike that you can enjoy, and in light of the circumstances, we have determined that issuing a refund, minus the return shipping fee, is the most appropriate course of action. We want to ensure you have the flexibility to purchase another model at your convenience, and we're here to assist you in finding the right Rad bike that suits your needs.
We deeply regret that your experience with us has been less than satisfactory, and your feedback is valuable to us as we strive to enhance our customer service. We are committed to improving our processes and ensuring that future experiences meet your expectations.
Once again, we apologize for any inconvenience you've faced, and please know that we are here to support you in selecting a bike that you'll be absolutely thrilled with. If you have any questions or need assistance with the refund process or choosing a new model, please don't hesitate to reach out to our customer support team.
Thank you for your understanding, and we look forward to the opportunity to serve you in the future!Review fromMelvin T
Date: 10/03/2023
1 starMelvin T
Date: 10/03/2023
worst customer service ever no phone lines they request the same info over and over with generic emails bike 1 month old they have no intention to honor warrantyRad Power Bikes Inc.
Date: 10/04/2023
Dear ******,
Thank you for reaching out to Rad Power Bikes!
Upon review of your claims that we are unwilling to honor your warranty, it appears that our agents have asked for supplementing documentation that is relevant to a battery replacement order. We have been unable to locate the (4) previous emails in which you stated this documentation has been sent to our team. This may be due to an internal error with our email system.
To make this process a little easier on you, please go to the 'Sent' messages folder in your email inbox, select the messages in which you've sent this documentation to our team, and forward them to *********************************** referencing case number 470184973393.
Without this information on file, regrettably, we will not be able to proceed with a warranty replacement. This is not due to our unwillingness to honor your warranty, but rather, to ensure that all troubleshooting has been completed and that we are accurately diagnosing the issues with the affected component. We will need a video showing the fuse replacement you've completed and that the battery is not charging AFTER the fuses have been replaced, as well as a photo showing the battery's serial number.
Furthermore, our phone support line has been reinstated. If you have any questions, please give us a call at ************** and one of our agents will be more than happy to explain what we need from you to get a battery replacement arranged and how you can transmit these files to our team using the Dropbox links we've sent over to you in the past.
Again, once we have the requested documentation on file (showing the fuse replacement you've completed and that the battery is not charging after the fuses have been replaced) we will be happy to request a battery replacement on your behalf. This is in line with our standard warranty process.
Thank you for being a Rad customer!
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