Complaints

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Purchased a bike and back seat on 12/8/24 for ******* it came and wasn't going to work for my son due to the size. I reached out to the seller on 12/18/24 via email and explained the situation and tried to initiate a return and was sent to a different email to send the request after sending them the pictures of the box and bike as I was asked I still haven't received a follow up email, I have sent multiple emails and even called the 1800 number and they said I should receive a call in ***** hours its been over a week an still haven't received a call and sent another email with no reply.I was told that there were be a cost for me to return the bike and I told them that was fine and that I wanted to proceed with the return. Its been about a month of me trying

  

  Business response

  01/20/2025

  Hi *********!
  
  Thank you for contacting us regarding the return of your RadRunner 2 and RadRunner passenger package on order *******. You stated it was too big for your 11 year old as well. As stated at checkout, in our terms of purchase and user manuals, ******************** cannot be operated by riders under the age of 16.
  
  We can process the return for you, we just need the photos requested previously. We have no record of these photos, so we greatly apologize if you sent these previously and they did not route to us.
  
  Please take the following photos to share with our Customer Support team:
  The bike from both sides
  The approximate mileage ridden on your RadRunner2
  The box condition (be sure to document any box damage that already exists)
  A closeup of the bike ID label found on either end of the box (make, model, frame number)
  
  Once our returns team receives these photos, they will then process the return and email you a shipping label to attach to the box to send the bike and passenger package back. The returns *** would then set up a ***** pickup time that works for you.
  
  Unopened ebikes can be returned within thirty (30) days of receipt for a $149 return shipping fee (per bike), and opened ebikes with less than 20 miles of usage can be returned for a $149 shipping fee (per bike) plus a 30% restocking fee (per bike). You can view our return policy here: 

  ***********************************************************************************************************
  
  Please let us know if you have any additional questions *********! Thank you for contacting Rad and we look forward to hearing back from you with the necessary photos to get this return set up for you. 

• Initial Complaint

  12/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife (***** ***********) bought me a rad rover 6 plus electric fat tire e-bike for my 63rd birthday. I rode bike for several months from October 2023 to June of 2024 put about 120 miles on it. Stored it from June 2024 until October 2024. Went to ride it bike was dead. Took to local Rad bicycle repair shop. Paid to service and repair paid $225 bike miraculously began operating when I dropped it off. Brought bike home took 2 trips on it and it died again. Spent at least 10 hours of my own personal time trying to troubleshoot problem with rad bikes over the internet.. Got frustrated and took it to another different rad bike service company. Ordered and paid for new ECU $175 and remote $75 bike still not working. Bike is totally defective and I believe they need to replace and take back the old one. I dont want to waste anymore time or money on this defective product. I still have to pay people that are trying to fix the bike I believe they will probably charge at least $200 more. Please help me

  

  Business response

  12/26/2024

  Thank you for bringing ******* ****** concerns to our attention. At Rad Power Bikes, we strive to provide exceptional products and customer service, and were truly sorry to hear about the difficulties they have experienced with their RadRover 6 Plus.
  
  We understand the frustration of encountering recurring issues after investing time and resources in repairs, and we sincerely apologize for any inconvenience caused. We have thoroughly reviewed their case and, after considering the challenges theyve faced, we want to make things right.
  
  To express our appreciation for their patience, weve already refunded the ** remote and controller purchases made under ******* and Susans accounts. These refunds total $159.75 and $84.14, respectively. While we typically do not cover labor charges outside of warranty, we want to go the extra mile to show our commitment to supporting our customers and ensuring their satisfaction.
  
  To that end, weve offered to reimburse ******* for the installation charges associated with the recent parts weve shipped to them the Wiring Harness, *************, and ** Remote. Weve asked them to provide an itemized invoice reflecting the service charges related to these parts, and we will happily issue a refund for those charges to the card used for their original bike purchase.
  
  We are committed to resolving this matter with the utmost care and respect, and we hope this offer demonstrates our dedication to customer satisfaction. We are genuinely grateful for the opportunity to assist ******* and we sincerely apologize for the inconvenience they have encountered.
  
  Should there be any additional concerns, or if further assistance is needed, ******* is welcome to reach out to us directly. We are always here to help and look forward to ensuring a positive resolution.
  
  Thank you for your time and understanding. We deeply value our customers and appreciate the opportunity to address this matter.

  Customer response

  01/09/2025

   
  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

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 10th, 2023, I placed an order for a Christmas gift bike for my 12-year-old niece. In late August, she went to a shopping center with a friend and returned 30 minutes later to find her bike's battery had been stolen. After investigating, I learned that Rad Bikes' universal key design makes it easy for anyone to remove the battery. Shockingly, Rad Bikes failed to disclose this vulnerability or offer extra security measures.When I contacted a Rad Bikes sales representative, they confirmed awareness of this issue. Replacing the $500 battery is not financially feasible, leaving my niece unable to ride her new bike. Even the extended warranty I purchased does not cover the battery. Rad Bikes is clearly misrepresenting their products by neglecting to inform customers of this serious design flaw and provide a solution.

  

  Business response

  10/17/2024

  Hi Amber!

  Thank you for taking the time to share your experience with us, and we genuinely appreciate your feedback. We apologize for the frustration and inconvenience you have faced in dealing with the issue you encountered with your stolen battery. Universal key locks are utilized across various industries, including bicycles, golf carts, RVs, and motorcycles. To help prevent future thefts, we always recommend removing the battery and bringing it inside if you plan to be away from your bike for more than a few moments. 

  Also, as stated at checkout, in our terms and conditions and your user manual, Rad Power Bikes’ ebikes are NOT to be operated by anyone under the age of 16, or possibly older depending on your local laws. Children under the age of 16 may lack the necessary judgment and skill to safely operate the ebike, potentially resulting in damage to the bike, damage to other property, serious injury, and/or death. We do ask that you please check your local laws, which may require ebike operators to be older than 16 years old. Prior to operating any ebike please read, understand, and follow all safety notices, cautions, and warnings in your ebike’s owner’s manual and for any accessories or attachments you add to make sure your ebike is perfect for you and your loved ones. 

  We see that you have discussed the battery with our customer support team and you were advised again of the age restriction. Our support team did send a battery as a one-time courtesy on order 1365216. Please use correct safeguards in protecting your bike and battery against thefts in the future when riding your bike. 

  Please let us know if you have any additional questions. Thank you for being a part of the Rad community! 

  Customer response

  10/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22411071, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Amber Rodriguez

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After much hassle, I finally got Rad Power Bikes to send the fork and charger that were defective on a new bike. I had the bike sent to ****** and paid all shipping and taxes. Upon receiving the bike, the fork was manufactured poorly and makes the wheel sit out of alignment with the fender and headlight. The headlight points far enough to the side, you can't use it to ride this bike at night. So, Rad finally agreed to send a replacement of these items, 3 months after ordering. I knew I would have to pay the shipping forwarding fee, which is not good buisness on the part of Rad and standing behind their products. Ultimately, they sent me a defective new bike and it costed me more money to make it not defective. The issue is that by sending items to the address provided, it enters the forwarding process and I am billed, which I expected. Rad sent me two packages containing a fork in each, when I only needed one. I tried to intercept with ***** and it didn't work so they were both forwarded to me. The cost per box for shipping and import tax came out to $69.50. I agreed to pay for one for, but they sent two and I am stuck paying for two.

  

  Business response

  09/25/2024

  Hi *******! 

  Thank you for taking the time to share your feedback. As stated in your prior complaint ID #********, we only sell and ship parts within the ** and ****** and we never reimburse for shipping to another country.  This information is stated in our warranty terms that replacement Warranted Product(s) under this Limited Warranty shall only be shipped to the address of the original purchaser. You may view our warranty terms and terms of purchase here:

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

  We also received photographs that indicate extreme stunt riding and not a manufacturer defect on your bent fork. Any damage or defects to Covered Components resulting from failure to follow instructions in the ebike owners manual, acts of God, accident, misuse, neglect, abuse, commercial use, alterations, modification, improper assembly, installation of parts or accessories not originally intended or compatible with the ebike as sold, operator error, water damage, extreme riding, stunt riding, or improper follow-up maintenance will not be covered. This information can also be found in the above links.

  You will be solely responsible for shipping to ****** and assume any liability. Also stated in the above links explains that if you choose to set up your own independent shipping method, such as use of a freight forwarder or other similar service, Rad Power Bikes will not replace any Covered Components damaged during such shipping method.

  We also see that an $80 refund was processed as a one time courtesy for shipping on September 12th and you were informed no other refunds will be processed. 

  Please let us know if you have any additional questions. 

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To summarize my experience thus far: Purchased 2 RadRover 6 ************* Fat Tire Bike 1 High-Step / Charcoal in April of 2022 One bike did not work right from the start I began communicating with RAD to troubleshoot the issue Many parts were sent and replaced on the bike to no avail Finally a new battery was sent and the bike still did/does not work 2 months ago, I had to start spending money to have a professional bike shop figure out what is wrong They (Lavogue Bike Shop) determined the issue and contacted RAD on my behalf providing order numbers as verification of legitimate claim. Was determined that the first and second batteries were both bad Lavogue requested a warranty claim for the replacement of the second battery Was told and passed it on to me that RAD would not warranty it and I would have to purchase a battery replacement. That's the nutshell of what is going on. A number of times in the correspondence I express my frustration with the fact that I have these bikes and only 1 works, but my kids don't really have an interest in riding alone and I want to be able to take rides with my wife and that is yet to happen. Now my daughter lives across the country and my son is still at home. I missed the window to recreate together with my daughter and now I'm being forced by RAD to shell out money to have the bike assessed and they all are wanting me to also drop some coin to purchase a new battery. I have invested 4500 thus far into the two bikes and then potentially have to spend 5..6...700 more dollars just to see if that remedies the situation. Numerous times I simply asked them to take the bikes back since fixing them wasn't happening.

  

  Business response

  09/09/2024

  Hi ****!

  Thank you for taking the time to share your experience with us. The bikes you purchased in April 2022 had a 1 year warranty that expired April 28th, 2023. You can view your prior warranty info here: 

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

  When the bike shop contacted us, they advised batteries are no longer functional due to improper long term storage and need replaced. You can purchase replacement batteries directly on the website and these would not be covered under warranty, we apologize. You can view our battery resources page here: 

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

  Please let us know if you have any additional questions. 

• Initial Complaint

  08/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a safety accessory for my Rad Runner 3 Plus, the Caboose passenger safety cage back on July 19th 2024, when it was first advertised. The company promptly took my $207, and it was supposed to ship on August 16th. I still have not had my order fulfilled nor any communication that it will ship in the near-term. Considering their entire business model is making things and shipping them to customers, this seems antithetical to sound business practices.

  

  Business response

  09/22/2024

  Hi! 

  Thank you for reaching out! We do see you were refunded in full on order 1353088 on September 17th. The RadRunner Caboose was shipped the day after on September 18th and has since been delivered to you via tracking 279523008108. 

  Please let us know if you have any additional questions and we apologize for the delay! 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rad Power Bikes is running an ad on Instagram showing the Radwagon 4 on sale when in fact it isnt. I followed up via social media to inquire about how to buy the bike and they wouldnt honour a sale price. Its false advertising and Id like them to honour what theyve advertised.

  

  Business response

  08/21/2024

  Hi ***********! 

  Thank you for reaching out! There was no sale price listed, it was a general ad on Instagram showing a summer sale and to click the link. Once at the link you will see all of the current sales which change often. To stay updated on any new discounts or promotions, please sign up for our newsletter at the bottom of the main page of our website. You can also stay updated on our deals page here:
  
  ********************************************************  

  Please let us know if you have any additional questions! 

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  order#******* I bought a bike less than 3 weeks ago and as soon as i received the bike they had a sale which i contacted Rad bikes to see if they can honor it sinces it been only a fews since i received the bike.This is my 3rd Rad bike with them .Not only was the customer service *** not connecting me with a supervisor but was a bit rude .She wouldnt transfer me to a manager After which i said i would like to return the bike since its not even been opened she said they would charge me a 30% restocking fee!! All i wanted was them honouring the sale or returning the item without any fee they wouldnt do either! im extremely disappointment since most businesses honour sale if its in the 1st 30days also me buying with them the 3rd time a bike.Im disappointed and will try to file a claim with my credit card company if they dont either honour the sale or return the bike with no restocking fee.

  

  Business response

  08/26/2024

  Hi *****!

  The bike you purchased on July 21st on order 1322079 was before our mid-August promotion started, so you would not qualify for the promotion. 

  If you would like to return the bike, all return policies would be valid including any return shipping and restocking fees. You can view our return policy here: 

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

  Please reach out if you have any additional questions. 

  Customer response

  08/26/2024

   
  Complaint: 22166800
  
  I am rejecting this response because: why would i have ti pay restocking fee for a brand new bike ? I requested the price to be honored in  3weeks and they wouldnt do that
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased a rad city 5 plus ebike about 2 years ago. The electronics dont work! Weve called, emailed and no response. They should make good on their product, fix it or reimburse us. There is no service center in ****************, so we are stuck with a totally unusable bike that should be running perfectly

  

  Business response

  08/22/2024

  Hi *******! 

  Thank you for taking the time to provide feedback on your experience with our company. We are always looking for ways to improve our services and your feedback is valuable to us. The RadCity 5 Plus Step Thru bike that you purchase in 2022 is out of warranty and we do see that you were offered a 50% discount on this controller as a courtesy. You placed order ******* today and your controller is estimated to ship within 2 business days. 

  We sincerely apologize for any frustration! Please reach out in your support Case# ************ if you have any additional questions. 

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchase date: July 21, 2024. Paid a total of $1,624.25 (ref: order# *******).The bike advertised was a RadRover 6 plus/Step Thru, with various specifications including front tire assembly having a QR (quick release) axle. This is used to easily change a flat when away from home riding on a trail with minimal tools.The bike that was received on July 25, 2024 and did not have a QR (quick release) axle for the front tire assembly, but came with a 'bolt on axle', which is a cheaper more inexpensive option. The documentation that came with the bike (eg. the manual), shows the bike's front tire should be a QR type axle and gives instructions on installation of it (alternatively, there is no mention of a 'bolt on axle' that came with the bike and likewise no instructions for assembly of a 'bolt on axle' in the manual provided).I contacted tech support the same day the bike was received, and the tech support person, after researching the issue and after I submitted pictures, said they had been shipping with both QR axles and 'bolt on axles', however, were transitioning to a 'bolt on axle' vs the normal 'QR axle'. This change in specifications was not documented on their website, as the support information I provided shows. I requested the issue be elevated to management and furthermore requested a replacement of the front tire assembly with what was originally advertised on their website. They did not agree to this. This is nothing short of false advertising from my perspective, since at the time of purchase, the visible documentation on their website advertised a 'QR' front tire axle.The documentation provided shows where the advertising was displayed their website and shown on their ******* channel. In addition, screenshots are provided of the hardcopy manual that came with the bike that agrees with the statement, the bike was supposed to have a 'QR' front tire axle.

  

  Business response

  07/31/2024

  Hi *****! 

  Thank you for taking the time to share your experience with us, and we genuinely appreciate your feedback. On page 5 of your user manual, it does state that "Depending on when your ebike was manufactured, it is possible that you may receive an ebike with either a bolt-on axle mechanism or a quick release lever mechanism." The majority of the RadRover 6 Plus bikes that are being shipped out currently are going to now be the bolt-on axles. 

  You may view a copy of your user manual here: 

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

  In our quick release axle ******* installation video, the bolt on axle info pops up in top right of video at minute **** 3:47 ****ed "Bolt On axle Installation". That installation video is located here: *******************************************

  When you click on that pop up "Bolt On Axle Installation", it will direct you to the Bolt On Axle Installation video here: 

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

  We sincerely apologize for any confusion or frustration. Please let us know if you have any additional questions. 

  Customer response

  07/31/2024

   
  Complaint: 22052985
  
  I am rejecting this response because the manual you are referring to was not the manual that was delivered with my bike.  On page 5 of the manual delivered there is NO reference to a bolt-on axle for the front tire.  All references to the front tire are for 'Quick Release' type axle.  I'm attaching a screenshot of page 5 from the hard copy manual that I received with the packaging of the bike delivered from you.
  
  Sincerely,
  *************************

  

  Business response

  08/05/2024

  Hi *****!

  Thank you for your response. It does appear you received an older version of the manual which does also say at the top "Please note that your RadRover may include components that look different from those in the illustrations above and elsewhere in the manual. Such changes help ensure uninterrupted shipping. Our engineers rigorously test each component to guarantee quality and compatibility". The bolt-on axle is now what most RadRover's will have and manuals were updated last year. 

  If you would like to return the bike, we can set up the return with a ***** pickup directly at your home. There would be no restock or return shipping fees associated with this return if you choose to do so. Please let us know if you would like to return and we can start that process for you. 

  We sincerely apologize about any confusion or frustration and we look forward to hearing from you. 

  Customer response

  08/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their proposed solution to have ***** pick up the product without any penalty of cost to me in regards to shipping or restocking fees is acceptable to me.  I'm an not sure who to contact from their company to follow through on their proposed solution.  Therefore, whether they hold up their end is TBD and this complaint should remain open until they make the arrangement to pick up the product and I received a refund in full.
  
  Sincerely,
  
  *************************

*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. ↩