Rad Power Bikes - Ebike Sales & Service Center

Exceptional service by Liam, very efficient, knowledgeable and friendly. I highly recommend!

Liam helped me service my 2016 Rad City and it feels like new. He was knowledgable, helpful and knows bikes well. I am so happy Vancouver has a Rad Power Bike location. Liam is gem and so is this showroom. Thanks for your help and for tuning up my bike.

Rad Power Bikes - Vancouver Showroom and Service Center is incredible!
We had nagging issues with my wife's City Plus ebike ever since we bought it online from Rad, and even wrote a very negative review about the company on Google after the company wouldn't warranty the controller that went bad just after one year of ownership.
I should mention that they did finally warranty it after complaining though.
Six months later the ebike was acting up again after very little use; off one last ditch chance for this ebike, I travel the three plus hours, over the Highway to Hell to the Vancouver Showroom to get it looked at and was not disappointed.
Right from original phone call with Liam, to dropping it off the ebike with Marcus I was blown away.
They were professional, caring and even went above and beyond to get it fixed before I had to travel back.
I highly recommend Rad Power Bikes and the team at the Vancouver Showroom. They DO what they say they are going to do, which in this world is very uncommon unfortunately.
I should mention I took down the bad review as it was written off frustration and not fair.
Thank you Rad Power Bikes for being the first company, I have met in a long time that has stood behind their product.
Now I have a 'Happy Wife' which makes a 'Happy Life' for me.lol

A quick shout out to Liam and the rest of the staff at Radcity here in Vancouver for their great service. My e-bike is my only source of commuting around the lower mainland and they always find the time for a quick repair or adjustment and have me back on the road in a timely manner.

Shorted out my rad battery by accidentally touching key to charging port. Shorted out the battery. 750$ for new battery old ones could be fixed but not the new ones? How is that an improvement. As well - after 1 year battery was not charging well either. And distance I could cover was shrinking. Front light stopped working after 1 year and told it “could be one of 10 things so bring it on in. “
Money money money.
I like to fix things myself
I now have an 80lb paper weight
Rad bikes contacted me shortly after I left the sales room and helped bring my problem to a very satisfactory solution. I now have a working battery and am looking forward to getting my bike back on the road. Risk still remains of shorting out my battery so I will place a piece of tape over the charging port to avoid any further problems.
Thank you rad bikes I appreciate the excellence service and I am glad I bought your bike.

This is our 3rd ebike from RAD. Quality control and support has gone down in 2023. There seems to be a heavy emphasis on sales that has overwhelmed their support.

Edit: 4.5/5 stars. I posted the review and within an hour they made things right. Thank you Rad for making things right! Docking half a star due to the inconvenience that should have been corrected from the start.

5 stars for the bike, love my rad! 0 stars for the customer service I received, following everyone else with no customer service after the sale is completed. 1 day before my bike went on sale for 1900$ I bought it for 2000$. With taxes and accessories it came to just 2500$, and I just ordered a couple more accessories. I asked what can be done as I barely missed the cutoff. They wouldn’t budge. Not to mention it was almost 40 minutes on their support to receive this answer. Not to mention the representative just left the chat when I voiced my displeasure. Customer service vastly needs to improve with this company.

I got there without knowing I had to have an appointment. They worked on my bike nonetheless and helped me with the best of manners.

Recently picked up one of these bikes and I must say, I'm a convert. These are extremely good quality bikes with benefits you probably won't get with other companies, like a good warranty, access to a bike shop for repairs and tune-ups, and very friendly and supportive staff. Absolutely worth checking out, and you can ride before you buy

I can’t even comment on the bike yet, because it’s not been ridden. Bike got shipped to wrong address, 1400 km from where it was supposed to go. My father drove from Kitimat bc to Whistler to come get it from my address. Display on bike was not working, and we had to get a new one sent out. I was incredibly clear to please not send it to the billing address, repeated myself 5 times to please send it to their address- where the bike was initially supposed to be shipped, and where I put as the shipping address. Yet- the display ended up in Whistler. In both cases we were responsible for a.) driving to pick up the bike b.) shipping the part at my own expense. You cannot be clear enough with the CS agents to get stuff where you want it sent. So, I still have no clue how the bike is… but the customer service is meh.

Great experience buying my first e-bike. The staff were super knowledgable and able to answer all my questions. Found the perfect bike!
Thank you!

This review is not about the store itself. It is about availability of parts. Great bike, really like it. However, here's the problem - no parts! I am still waiting, after over a year, or longer, for the front fender brackets that attach the fender to the forks. See attached photo. Same old response - supply chain issues. I have to wonder how is it that they can still find the parts to assemble a bike in the first place! Best bike on the market, but good luck finding parts if anything breaks or falls off.

Amazing amazing amazing service from Sam today, went to replace the battery plug on my mission, he was super nice and helpful and gave the entire bike a quick tune up, he adjusted the brakes, tightened the crank, inflated tires, replaced my rear light which had a loose screw, people like Sam is what makes me recommend this shop 100% the rest of staff are also super nice too but unfortunately I don't know their name, but I will ask next time, if you have an issue with your Rad don't bother with online support (bad), just go to this shop, they will help you out!

Have been loving my Rad Runner Plus. It took me a couple visits and test rides, where your staff patiently answered all my questions before I decided on the RRP!

Been riding it steadily for 7 months and the other day I felt like my front brakes weren’t as responsive as usual. I called and spoke with Ace who invited me to bring the bike in on my way home even though they are very busy and booked up. I went by and Sam helped check on the brakes and indeed they needed some tightening which he happily did along with the rear brakes. He was so nice he even pumped my tires as he could see I have not even checked (my bad)! Suggested I check the pressure every week, or to pop by whenever I was passing the store, he would be happy to top up. What service!

I really appreciated the exceptional service, some help demystifying how to self adjust the brakes if required and just going beyond for a customer, which I will happily continue to be.

Thank you Rad Staff in Vancouver!

Valerie helped me at the Vancouver showroom and i couldn’t be happier! I was on my break and wasn’t expecting to make any decisions but in less than 30 mins i ended up buying the step thru 3 with baby seat and front loading basket installed, assembled and ready to be picked up in 1 day! It was a last minute bday gift for my wife and Valerie and the team pulled together to have it ready for her big day! I am beyond thankful! She rode the bike home from
the showroom and she instantly fell in love with the model. The bike weighs in a little over 65lbs with the added seat, basket and abus lock but such is expected from an ebike.great experience all around!
Lance

Week 3 and so far it's been a negative experience. Started with a derailleur issue which I thought I was unable to fix. Took it to a bike shop and they said the whole gear system is wobbly. Now, I understand I rode 40ish km's which breaks their return policy but if they expect for problems to get highlighted in 10 then good luck to a lot of customers. To make matters worse every conversation I am having on email seems to be a repeat response and don't even receive it for a few days! I am waiting to see how this gets resolved but so far I have a useless bike taking up my garage space. I understand these bikes can have issues but the service is far from desirable. Read the problem before copying and pasting the same response. I want to give rad a chance to fix the issue soon as I like to have positive relationships but so far that not the case.

Update: November 2nd, 2022. I thought I was on a lucky streak with the Vancouver crew of Rad Power, because everytime I brought in something to be repaired, they fixed things right on the spot (Thanks Naz!) Often for free. This time, I had a bunch of things that needed doing, gear system, brake pads, etc. I fully expected to have to leave the bike with them for days. Sam told me I could expect to have it all done by end of day! Amazing customer service. I love my RadRunner. I love the service. Hard to say which one I love more.

Chris, the mechanic, gave me the single best customer experience I’ve ever had in any retail environment. My brakes were failing, and I couldn’t fix it myself. After learning, this was my only vehicle, instead of having me drop it off for a few days, he fixed it right there on the spot. No waiting. No extra charge. He was fast, courteous, kind, and did a perfect job!

The RadMission Electric Metro Bike has been life changing to some extent. The last time my wife and I went for a ride on our push bikes ended in frustration. We went out together last week and my wife was teasing me about eating her dust.

I have a bad knee, stopped me from doing cardio for years. Getting this Bundle of joy, and thanks to the throttle it takes all stress off my knee. Once up to 16kph I switch back over to my legs as the stress Is in the starting process. Lost 32 pounds quickly.

I went in to the store and did a test ride on Sunday, called back with a few more questions on Monday, and came back to buy a bike on Tuesday. All of the staff were very friendly and helpful, but the store manager/supervisor, Ryan, was terrific. 5 stars out of 5, would definitely recommend to a friend

Just want to commend the bike maintenance team for the outstanding service that they provided on my Radrunner. Instead of having to wait indefinitely for a replacement part to be shipped by Radpower, the local team had the part in stock and took in my bike right away. The repairs were completed two days early and the cost was covered by warranty, no questions asked. They even tuned up the brakes without my asking! Kudos to the team for such friendly and professional service - I dealt with Sam and Naz in particular and both were excellent.

I have had an excellent experience with my Rad Runner Plus in every respect but one: shipping, assembly, performance have all been what I hoped for. The one aspect which is concerning is Rad Power’s inability to maintain stock - in this case, tubes. I experienced a flat (unsettling because of the weight of the bike and the challenge of pushing it for a distance) ten days ago. Of course, local bike shops didn’t stock this tire size so I found one on Amazon. I’m waiting to have it installed and hoping this experience doesn’t recur.

Bought 1 of their bikes a while back. Found out they don't even include a kick stand for the bike! You gotta buy it separately! And they even charge you $15 to even install the kick stand! Come on!

Took me 3 visits and 3 days session of test drive before I finally decide to buy my current RadCity 4. All staff were very helpful in answering my concerns even the most basic ones. And they let me try more than 5+ models just to make sure I’m convinced with my purchase. Free service for the first 90 days/160km (whichever comes first). It came up with bike tool kit too! Which is super nice. Cut me some errands to Canadian Tire. Great e-bike and service!

Was having electrical problems with RADCITY 4 purchased in Feb. 2021. I was going to give a poor review, but Pavel and staff in Vancouver took care of everything. I have to admit, they did a outstanding job fixing my RADCITY 4. You can still find good customer service at Rad Power Bikes in Vancouver.

I'm reviewing the Rad Runner 1 purchased online, not the shop. This bike is heavy, well-constructed and solid. I would definitely buy from Rad Power Bikes again. The only change knowing what I know now. I would have bought the Rad Runner Plus immediately.

I bought a Rad Power bike and am thrilled. The product is top shelf. This bike is not only a head turner but backs it up in performance and quality. As I type I feel like I'm a paid employee.but that's not the case.just a happy consumer.a few small issues on delivery but stuff happens.

Ordered my Rad Runner in March. Received it in 10 days, easy to assemble and have clocked 300km in just 6 weeks. Thanks Rad!

Bike was assembled by my local bike shop. The motor drive does not function out of the box. Telephone support directs to online support. Online support has not responded. Days of waiting without resolution.

EDIT: Customer service has reached out after four days to attempt to rectify the issue.

LONG OVERDUE UPDATE: Rad team has made it right. I enjoy my ebike rides since then. Feel like a kid again everyday.

******
Have to start with my experience with Rad was good - from test riding, buying the bike, calling in when there is problem within 2 weeks of purchase, until I met the staff at the front door when I actually came in with the problematic bike today.

His tone and manner was naturally calm and appropriate. However, he needed more training in customer service skills and knowledge of Rad's product and service.

After asking how he could help me, he didn't listen to my answer, just played with the monitor, cut me off while I was describing the problem, and said "Oh, have you had the check up? We do have the first free checkup. We will do it for you. "

1. I came in because there was a specific issue with the brand-new bike less than 2 weeks. It was not acknowledged but "brushed off"with "first free checkup".

2. His comment was totally irrelevant and not helpful. Rad offers first free checkup within 90 days or 160kms - whichever comes first. The monitor showed that it's way under 160kms for my bike, and I was just got the bike less than 2 weeks ago.

His "welcoming" didn't make me feel like I was in good hand and Rad will take care of the warranty in the best manner; but instead put me in a more stressful and "fighting mode", since I was anticipating a battle with Rad for my rights from my experience with him.

Fortunately, "Ricardo" - the one who received my bike, was attentive, listening and sympathetic with my worry and concern. Eventhough he was not able to identify the issue today but just took the bike in for a more thorough assessment, he made me feel re-assured that Rad will make it right.

I recently purchased two “RadExpand 5” foldable Ebikes. I love our new power bikes from Rad Vancouver. I had great customer service, Ryan is the man! I would say that the customer service I received was one of the best I have gotten in my life. If you are planning to buy a ebike this is the place to go. Friendly, knowledgeable staff, Marcus, Susan & Ryan were especially helpful! Thank you!

They charge $130 to “assemble” a bike that’s already $2300, any bike in the market you only have to install the front wheel, so they actually do it on purpose so you have to pay for it, total rip off!

Like the new Rad Runner Plus, however the experience with delivery has me wishing that we went with another brand.
Bike arrived as expected on the 10th day after ordering it, with some paint chips from shipping or handling, unfortunately RAD doesn't have touch up paint so I will have to make something close work. The worst part however is the basket that was ordered at the same time hadn't shipped yet. On checking, they hadn't even printed that portion of the order yet. Now almost a month after ordering the bike and basket, the basket hasn't been shipped yet. Have asked a couple of times for an update, just get the same response, it being processed.
No issue with the bike itself, other than it's noisier than my mid-drive ebike from another manufacturer.

Great bikes. I rediscover the joy of long bike rides again, but now we do it as a family group.

Got my bike 4 days ago, tire keeps popping off and discovered it has a defect. Terrible customer service. Huge inconvenience to me as I needed this bike to take my kid to school and than ride to work instead of spending $$$$ on gas and parking. I wasn’t even offered a credit of any sort for the inconvenience. Please think twice about buying your electric bike from Rad, you never know if you’ll get a defect product. With current supply chain issues it is impossible to get replacements in a timely matter. I wish I bought my bike at a local shop. I would have had much better service and probably would have saved money also.

I flew in from out of town today and finally got a chance to drop by. Looking at purchasing at least two maybe three bikes. I was approached after a few minutes by a sales rep willing to help. Unfortunately I had to run out to my car but said I would be right back in two minutes. I returned to find the place empty except for one person working on a bike. The sales rep left. I asked for help and waited for another sales rep. In the mean time I saw my original sales rep in the far back of the warehouse chatting it up with another staff member. I was finally approached by another sales rep. After only a couple of minutes he said he would be right back. He turned and approached another couple and started to help them. He did not return.
If this is their idea of customer service I will take my money somewhere else

I went in to the shop and did a test drive on the Rad Expand a week ago. The price was $1599. I asked to buy it or put a down payment on the bike. They said they didn’t do that and would take my email and name and contact me when the bikes would arrive in the shop. This week I noticed a 3 week jump in price. I asked if I would get the bike for the original price. They said no. I said what happens if it comes in 2 weeks from now and we have another $300 increase. They shrugged their shoulders. Now I’m not so sure I want to buy it. I love the bike. It rides well but… don’t like the process. I should have been able to buy it when the price was lower, even if I have to wait for delivery.

Follow-p to the above comment: I received an email from a manager today (one day later) and he assured me I would get the price I was originally quoted. Thanks for the prompt response and correction.

From reading other reviews it seems like rad bikes are splendid unless you start off with a defective one in which case the service issues make it a nightmare….

I spent Spent 3 years eyeing the rad city and when the newest model came out I was stoked to order it. Unfortunately it took 3 months to arrive and then after 1 week of glorious riding (when it works it’s amazing) the battery would not charge anymore (this was the 2nd time charging). I sent an inquiry with photos via the online form and no response for 2 days I called in spent an hour on the phone with a rep who in the end was not able to find my account and told me to call back. Then later spent another hour talking to a rep who told me they would be sending a new battery and charger due to manufacturing defect. Then got an email shortly after saying they would only be sending a new battery and etc is 3 weeks. It’s been 3 weeks now- no word from Rad so I sent another email and after 3 days (just right now) received a response saying that it will be another 3-5 weeks estimated…. I don’t blame shipping errors that are probably beyond the control of Rad but I do have serious concerns and frustrations with the service by phone, response time for online inquires, quality of the product and a complete lack of communication at all… I hope that when I finally get my battery (who knows when) there are no more issues but my confidence is waning and overall I’m super disappointed in the product and service - some considerations for future buyers

*** Edit 1 - I changed my rating from a 2 to a four.
The morning after I wrote the original review I got a call from Naz at the Vancouver retail store. He mentioned that he had read my review and that they had batteries in stock at the store and I could swing by and pick one up instead of waiting for it to ship. I did and everyone at the store was lovely - piled attention on my dog (aka fur baby) and I got my bike running again!

My takeaway is if something goes wrong try calling the store first… service is 1000x better then phone or online. I’m not blaming the staff but still seems like Rad needs to work on their back end service infrastructure and procedures. I
BTW I had initially asked one of the phone service folks if it was possible to pick up a battery from the store instead of waiting and was told the system didn’t allow that …. Go figure

I’m glad I didn’t have to wait another month to get a working battery but dang that service request was painful giving two extra stars and a huge thanks to the Vancouver retail and service team

Bought an e-bike here, and overall was pleased with staff attitude/knowledge/availability and with bike. Loss of a star, though, because of irritating error. I had test ride and ordered a Rad 4 on 22 April and was told there was a special April offer of a free front basket; I was assured this would be valid. They said they would contact me, but first I heard was in May, to say they had Rad 3 - they had clearly taken wrong detail. I called by to clarify, and luckily there was a Rad 4 there - but the basket offer no longer applied. That seems harsh, as the error wasn't mine - it damages the image of an otherwise good business.

My experience of test riding and purchasing the Rad Wagon 4 at the W5th location has been amazing! Andrew from the Service Department was quick to assist me when I arrived as all the Sales people were busy. His extensive knowledge of the bike components and how to service them was incredibly helpful and invaluable. He was creative in finding a solution to accommodate an old shoulder injury and went out of his way to provide outstanding and personalized customer service for me. In just 3 weeks, my son and I ventured over 200km riding all over the city rain or shine! We had a couple minor issues with the brakes, which were resolved at the complimentary tune-up. We couldn't be happier with our bike and the service we received from Andrew. Marcus (Sales person) was also very helpful too!

These guys rule! I came in to grab something from the store and Christian in the shop was able to fix my seat and kickstand at the same time. I was back on the road in 5 minutes. Thank you!

Ordered on 25 February through online and still waiting for the cycle. 15 days earlier I called to call centre and they told me that my bike will be shipped within 10 business days. Now 10 business days have passed and still waiting. It looks like they got the money and forget about my bike or doesn’t care about my bike. Terrible customer service. Really fed up with their service. If they have shipment problems then why they accepted my order and why they are wasting my time?

Friendly & knowledgeable staff. We use our new Rad Wagon 4 like a primary vehicle since gas prices went up. It is our daily driver and I'm so glad we made the switch. I put both kids on the back of the bike and we get around much easier now, a much more enjoyable ride too than driving. Free parking and I haven't gassed up my mini van in over a month. ‍️

Writing this review to let Rad Power Bikes know that we had a great experience test riding with Delmar on Apr 12. We got on a test bike so quickly and Delmar suggested a great route since we were unfamiliar with the area. I'm giving 4/5 stars because I was interested in the Radcity 5 step thru and there was no information at all on when they would be expected to be back in stock. No news from the representatives in store or online, and they just told me to sign up to be notified online, which I had already done. When we returned from our test ride, it was really busy and I would have liked the opportunity to talk to someone about the next steps of ordering, but just ended up going home to do it myself online. Overall it was a pleasant experience and I look forward to my bike arriving soon!

Great customer service. I bought my first bike in 40 years! William at the call center gave me excellent advice and information when I called there. Susan at the Vancouver store gave me great information when I then called the Vancouver store but they did not have the bike I wanted in stock.
I went to Vancouver last month and went in to the store to pre-pay for the bike for when it came in stock but was not allowed to do that. My friend living in Vancouver had to go down to the store when they arrived in the store and buy it for me.
The negative of the whole experience was that my friend had to take the bike back to his place as they would not store the bike in the store for the 2 weeks it took for me to travel to Vancouver.
Marcos did excellent customer care when I arrived on Tuesday to get instructions and buy a couple of accessories. He went above and beyond helping me load my bike into my vehicle so I could bring it in the store to have the accessories installed. Susan was there when I picked up the bike yesterday and insured I was totally comfortable with operating the bike including; battery charging, seat hight, lights etc. Susan also wrangled the bike into my car with me! Thanks!

What an amazing retail experience, went in for a demo, I was shown the product of interest, questions answered effectively, demo was quickly provided and was also awesome I was blown away by the performance, Marcus and Suzan were both incredibly helpful! I am new fan of your Brand and can’t wait to pick up my Rad bike this week!

Service seems to be nonexistant in terms of getting parts from radrover, think twice before purchasing rad rover e bikes as you'll get more lip service than anything else!

I have not had an opportunity to really take the bike for a ride due to the weather!
But what I have so far its been amazing

Got a flat tire while I was riding by their shop. They refused to do the repair because they only work on their own bikes.

I purchased my bike here, drove it for a few months and the brakes needed an adjustment. Julian was very nice and really took care of me. This is a business with great customer service! I will recommend them to all my friends.

Valeriia was an awesome advisor and helped me and my wife with our selection of Rad bikes. She is knowledgeable, kind and attentive and I highly recommend her to help anyone at Rad Power with their choice of e-bike. She’s simply fabulous!