ComplaintsforRivian Automotive, LLC

• Initial Complaint

  09/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Rivian Automotive regarding their customer service and the handling of my recent vehicle order.Initially, I was informed that the Rivian R1S with the extended range I ordered needed to be replaced due to a malfunction. Despite my concerns, I decided to proceed with the order.However, my frustration grew when the delivery of my car, scheduled for September 12th, was abruptly canceled just two days before. This last-minute cancellation caused significant inconvenience and financial loss. I had taken time off work and started paying my insurance premium in anticipation of the delivery. Rivian deflected blame to the carrier company, which I found unacceptable.Adding to my frustration, I received confirmation of the delivery just days before it was rescinded. This inconsistency and lack of reliability have left me extremely concerned about the quality control and customer service at **********************.

  Business response

  09/11/2024

  This is in response to the complaint filed by ****** regarding their concerns with the delivery of their R1S.
  
  On 9/10 our ************** team let ****** know that due to delays with our rail carrier, we would need to reschedule the delivery of the R1S to a later date. ****** expressed how this was inconvenient and needed a more immediate resolution.
  
  That same day our Inside Delivery Guide team reached out to ****** with a solution to rematch the order to another VIN that is located in ******** and we will have it transported to the ************** center so ****** can keep the 9/12 delivery date as expected.
  
  If there are any other questions or concerns related to this please let me know.
  
  ***********************
  **********************************
  **************

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently leased a new Rivian R1T, which I picked up on 08/31/2024. Rivian was not transparent in that these charges were for registration of the vehicle through them. I was under the impression all the money due at signing was related to destination fee and taxes. It is not customary for registration to be done by the dealer in the state of ********. I am a disabled veteran and therfore eligible for an exemption, where I do not have to pay to register. I have contacted Rivian to resolve, but have been told that nothing can be done and that I would have to be refunded by the **** but after contacting the **** was told this is not possible and that Rivian needs to resolve. The fact is the paperwork has not yet been submitted to the ******* resolution should come from Rivian, but nobody will put me in touch with there titling office. I am simply seeking a refund of the charges as I am not liable for them as a disabled veteran.

  Business response

  09/06/2024

  This is in response to the complaint filed by *********************** regarding the registration fees paid for their R1.

  I spoke with our Legal and Title and Registration teams today and they have added **** to the list of refunds to be issued to cover the costs of Registration.

  Please allow 7-14 business days (at most) for this to be processed and refunded back. If at any time **** needs further assistance they can reach out to us at ************** and we will be ready to assist further.

  If there are any other questions or concerns related to this please let me know.

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

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Complaint Against Rivian - Request for Vehicle Replacement Due to Serious Safety Issues I am filing this complaint against Rivian regarding a serious safety issue with my vehicle, which has been driven less than ***** miles. The vehicle has exhibited dangerous and unpredictable behavior, including unexpectedly jumping forward, losing power, and attempting to move forward on its own after coming to a complete stop. This malfunction occurred while I was driving on the highway, almost causing an accident.The vehicle has also had a plethora of other issues, including a deep rooted "loose ground wire" that caused the vehicle to be inoperative, needing to be towed and serviced for approximately 2 weeks. This new issue is also adding another 2 weeks of down time, as well being outrageously dangerous.Despite the vehicle being new, these critical issues have led me to lose all confidence in its safety. I no longer feel it is safe to drive, posing a risk not only to myself but to my family, as well as to other road users. I have contacted Rivian to request an immediate replacement of the vehicle, as I believe this defect renders it unfit for use. However, I have not received a satisfactory response from the company addressing my concerns.I am requesting the Better Business Bureau's assistance in resolving this issue and obtaining a replacement vehicle from Rivian or a full refund. Given the severity of the situation, I would appreciate your prompt attention to this matter.Thank you for your assistance.Sincerely, ***************

  Business response

  09/03/2024

  This is in response to the complaint submitted by *************** regarding the quality and performance of their R1 and the desire to be approved for the Repurchase Process.

  After looking into the timeline of events and the *************** Escalation Form that was submitted for ***, I was able to see that they have been approved for the Repurchase Process given the experience they have had so far.

  This will be communicated to them in more detail by the Service team very soon so our Repurchase team can work with them through this process.

  If there are any other questions or concerns related to this please let me know.

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

  Customer response

  09/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************
  
   
  

• Initial Complaint

  08/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Have been sent home early with the rest of ********** due to letting us go home early and then has turned around and told us we have to submit pto time for them sending us home early.

  Business response

  08/15/2024

  This is in response to the complaint submitted by ************************* regarding his workplace complaint with Rivian.

  While we understand the frustrations there is nothing we can do to resolve this issue through this type of channel. ****** will want to get in touch with their direct lead to address this concern within the company chain of command and internal workplace complaint resources.

  If there are any other questions or concerns related to this please let me know.

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

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reserved the Rivian in Nov 2021 and now when time comes purchase, I blocked my config from shop in late March 2024, no one reached out to me for 10+ days, multiple email and text being sent to guide but no response, finally after 10+days I was able to talk with someone and scheduled delivery on May 20th. I went to pickup the car and Rivian asked me to complete all the purchase steps before the Appointment including whole payment which I was not comfortable to do prior to take delivery, but they told me I have to do this else they will cancel my delivery appointment. I did ACH transfer, inspecting car we found some issue and asked these to be fixed hence we didn't took the car that day. they told me it will take ***** days to fix the car, I decided to take Autoloan now hence requested refund. Rivian told me it will take 4-6 weeks (they can take ACH payment which hardly take few mins but can't refund in days?) Today its been 8+weeks and I still do not have refund, also the car I selected gone and Gen2 car has been added in my account, I specifically told them to hold my selected car until I come back from vacation. After the given time passed 4-6 weeks for refund I am stressed since this is *****+ amount I am expecting back and I don't have any proof since car and config all gone from my account. I am ready to take the car but I cannot initiate auto loan until I have refund in my hand. I am so stressed now as I have zero visibility about this payment and refund.

  Business response

  07/30/2024

  This is in response to the complaint filed by ****** regarding the status of their refund check.

  After reviewing the interaction timeline, I followed up with the guide who initiated the refund to get a status update. They let me know that on 7/9 the check was sent out and should have arrived within 5-7 business days.

  I have reached out to our accounts payable team to get clarity if this did successfully get sent out or if something has resulted in a delay.

  We will follow back up with ***** as soon as we have an update on the status soon.

  If there are any other questions in the meantime please let me know.

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

  Customer response

  07/30/2024

  5 to 7 business days completed long back from 07/09

  today is 07/30, I still don't have check in hand. 

  Also, hen refund has been initiated back in May, they mentioned I would get that in 4-6 weeks, why the delay happened sending the check out to 07/09? on top of that its still missing. 

  Business response

  07/31/2024

  This is in response to the follow up reply for the complaint submitted by ****** ***** regarding the status of their refund.

  We updated ****** on 7/30 that the check is on its way and provided the tracking information for them.

  If there are any other questions or concerns please let me know.

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

  Customer response

  08/01/2024

  1.I am still looking clarifications from Rivian about the delay on past 2 promised dates. Refund has been started May 28th and I am still not having check in hand till Aug1st. 

  2. Tracking number provided on 07/30 is still showing *** label generated, mail is not yet out to ship from past 2 days, I am not sure which business or company takes 2+ days to send the check out after creating shipping label. 

   

• Initial Complaint

  07/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint against Rivian regarding their unethical business practices and refusal to return my deposit. My experience with Rivian has been deeply disappointing and frustrating for the following reasons:Deposit Withholding: Rivian took my down deposit and has refused to release it, even though it is not my fault that the deal did not go through.Misleading Sales Information: I was assured that my company could purchase the vehicle as an entity. However, at the signing, Rivian switched their stance and demanded that I be a co-applicant, contrary to what their sales team had initially promised.Bait and Switch Tactics: Due to this sudden change, I did not take the car. Despite this, Rivian is now withholding my companys deposit. Their bait and switch practices are highly unethical and misleading.Broken Promises: Rivian now insists that I secure my own financing, which was not part of the initial agreement. Had I known this from the beginning, I would never have started the process.Based on this experience, I would not recommend Rivian to anyone. Their practices are deceptive, and they do not honor their commitments. I am requesting the immediate return of my companys deposit.Thank you for your attention to this matter.

  Business response

  07/30/2024

  This is in response to the complaint filed by *** regarding the deposit they placed for an R1T.

  After reviewing the interaction timeline and checking with the guide who was assisting Yaw, I found that there is no Non-Refundable status on the deposit Yaw placed for their R1T reservation.

  I have cancelled the reservation for Yaw which has initiated the refund process. The deposit will go back onto the card that was used at the time of placing the order within 7-10 business days. If there are any issues with the refund during that time we will be sure to assist *** further, but I do not anticipate any issues with the refund process.

  If there are any other questions or concerns please let me know.

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

  Customer response

  07/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I preordered a Rivian which I ultimately cancelled. The debt card I used to make the deposit payment was cancelled prior to the refund being processed so I never received my refund for my deposit. I contacted Rivian customer service and provided bank statements to prove that I never received the refund and was told in Feb 2024 that a check would be mailed to me in ***** weeks. I followed up numerous times and was told that I was still in the ***** week period. Currently it is past the ***** week period and when I reach out to customer service to get tracking information regarding the check no one responds from Rivian.

  Business response

  07/31/2024

  ***********************
  BBB Complaint ID# ********
  7/12/2024
  Complaint:
  I preordered a Rivian which I ultimately cancelled. The debt card I used to make the deposit payment
  was cancelled prior to the refund being processed so I never received my refund for my deposit. I
  contacted Rivian customer service and provided bank statements to prove that I never received the
  refund and was told in Feb 2024 that a check would be mailed to me in ***** weeks. I followed up
  numerous times and was told that I was still in the ***** week period. Currently it is past the *****
  week period and when I reach out to customer service to get tracking information regarding the check
  no one responds from Rivian.
  
  Response:
  This is in response to the complaint filed by *********************** regarding the status of their refund.
  After working with the various teams included in this process, the check has been sent out to ***** and
  was delivered on 7/23 by FedEx.
  Thank you for your patience, if there are any other questions or concerns please let me know.
  ***********************
  **********************************
  **************

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So I leased a vehicle online back in April. They delivered the vehicle and it was not what I was expected to get. I contacted Rivian and advised that I would like to return the vehicle and am opened to negotiate the fees. Since then I am constantly talking to Rivian, they are giving me different information every time. One customer service representative tells me **********************'s return policy is 7 days or 1000 miles, both apply to my case, another customer representative tells me that I need to talk to chase auto finance, because they have the contract. I call chase they say they don't have any contract, I'm calling back to Rivian they are assuring me they escalated the case and someone will call me within 48 hours. No-one calls - Im going through the same steps again and again and nothing happens. They just sent me a financial agreement to sign - Im not going to do that until I get clear feedback about how to return the vehicle. I can't do this anymore - their reps are lying to me, providing disorienting information, the car is taking space in my garage, im not driving it at all. it takes too much of my time and I believe I deserve better treatment. Thus I kindly ask Rivian to take back the car and stop torturing me

  Business response

  07/09/2024

  This is in response to the complaint filed by ********************************* regarding their request to return the vehicle.

  After reviewing the interaction timeline for this request I reached out to our team that handles Returns/Repurchase/Replacements to see if we had anything pending for this request. Since Lease vehicles are not able to do the 7-Day return I submitted this to the Committee for review as a possible ************************ will review everything that has taken place since ********** original request to now (7/9/2024).

  I also contacted our financial services team regarding the Lease and the financial agreement that was sent to them to have them assist with this part.

  Once we have a decision from the Committee we will notify ********* and will move forward based on their decision.

  If there are any other questions or concerns please let me know.

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

  Customer response

  07/10/2024

  Thank you for your reply. 
  I will hold off closing this complaint until we hear back from the committee regarding  repurchase, or until we agree on something else  with Rivian. So far, we were not contacted yet, and the situation has not been resolved. The representatives I was contacting earlier were all telling me different information and at this point I cannot rely on words. 
  Thank you for understanding

  Business response

  07/12/2024

  This is in response to the follow-up message from *********.

  I checked the request today and it is still pending review but as soon as we have a decision made from the Committee I will make sure to update as quickly as possible.

  I also checked in with the Guide team regarding the financial agreement ********* was sent and requested to have someone reach out to discuss this while we wait for the ruling to come back on the repurchase request.

  If there are any other questions in the meantime please let me know.

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

  Customer response

  07/12/2024

  thank you. Looking forward to hearing back from you

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received my vehicle in March 2023 - RS1 VIN #***************** The car functioned fairly well for the first few months with minimal issues. The car was taken in for a minor issue within the first 6 months of ownership. The repair was made, and the vehicle seemed to operate fine.In March 2024 the car began to experience a very loud noise coming from the suspension/brake system. At the time it was unclear what was the source of the issue. I took a video as the app requested and scheduled the appointment for service. The car had a few additional concerns, which seemed minor compared to the noise. During the intake I mentioned to the service associate that the A/C unit was extremely loud during hot days, and in many cases I had to turn it off when I was making a call or had a passenger to ensure we could hear each other. I had seen on Rivian forums that this was a common issue which Rivian was trying fix. I asked the Rivian tech what repair the company had come up with for the extra loud A/C hoping they could fix this at the same time. His response was, they know about it and havent figure anything out yet. I was not left with a positive feeling for how the repair would go. Since that appointment in March the vehicle has been back in for service 2 additional times. In all 3 cases Rivian had the car for a full week. I picked the car up on June 7, 2024. While it appears that the noise had been remedied, the car is back in for service for 4th time in less than 90 days. The steering wheel exhibited massive wobble above 70 mph and the A/C was not cooling. Rivian has had my car for over 2 weeks. Supposedly the ac is fixed however no one has responded to any of my calls or text messages. Given the price of the vehicle and the number of major issues, I deem this as unacceptable. I am requesting a complete replacement of the vehicle.

  Business response

  06/27/2024

  This is in response to the complaint submitted by *********************** regarding their vehicle performance and replacement request.

  After looking into the timeline on this I can confirm that the ************** team who has been working with ****** did submit the required information to the Repurchase and Replacement Committee.

  The request is currently under review. Once a decision has been made it will be communicated through the ************** team. If the decision is made to proceed with a repurchase and replacement we will work with ****** to go through this process and into another vehicle.

  The notes from the service team shows that they last had contacted ****** and that the vehicle was ready for pickup and they wanted to do an exit test drive before they took the vehicle home to make sure everything was good to go. I have messaged the team member from the ************** who has been working with ****** to keep them looped in as well.

  We will continue to stay in touch with ****** during the review period to answer any questions they may have.  

  Please let me know if you have any further questions or concerns.

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

  Customer response

  06/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and determine a response once I hear from the business.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order in early June for 1 Rivian sweatshirt and 2 Rivian ball caps. On June 13, I received the order, but there was only the sweatshirt and 1 cap.That evening I tried to call Rivian **************** at *****************************, but was on hold for over half an hour and finally went with the "chat" option to get resolution. **** told me that someone would be in contact with me within 48 hours.By the following week, I sent an email to Rivian since I had not heard from anyone, and the following day after emailing them, I called and spoke with a human. The person who answered was very helpful, he acknowledged that he saw the complaint in his system and said he would do what he could to expedite a replacement.It is nearly one week since that conversation, and I still have no information from Rivian (call, email, text) about them sending me a replacement cap.If they do not send the replacement cap out this week, I want a refund for the item + tax.

  Business response

  06/27/2024

  This is in response to the complaint submitted by ******* ********* regarding the status of their Gear Shop Order.

  I checked into the timeline for this and found we did submit for the replacement to be sent. The replacement item, Sage Compass Logo Hat,was shipped on 6/24/2024 Tracking # :1Z0W6W850313492012 and is expected to arrive Friday 6/28.

  Please let me know if you have any other questions or concerns.

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

  Customer response

  06/30/2024

  
  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. 
  

  A follow up comment for the business: Why would you advise BBB of the replacement order status and tracking details, but not advise your customer? This feels like bonkers customer service
  
  Regards,
  
  ******* *********
  
   

  
  

*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. ↩