Complaints

This profile includes complaints for Rivian Automotive, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rivian Automotive, LLC

  14600 Myford Rd Irvine, CA 92606-1005

• 

  Rivian Automotive, LLC

  675 Ponce De Leon Ave NE E-179B Atlanta, GA 30308

• 

  Rivian Automotive LLC

  622 Morrow St Austin, TX 78752

• 

  Rivian Automotive, LLC

  Aventura Mall - 19501 Biscayne Blvd Suite 1966 Aventura, FL 33180

• 

  Rivian

  366 Wythe Ave Brooklyn, NY 11249

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about 10/18/24 Rivian de-installed consumer functionality that its products were sold based on and delivered with. Namely, across their entire fleet, en masse, they disabled satellite view on their base navigation screen, now requiring every single owner to pay approximately $150 per year to keep the functionality the vehicle was sold and delivered with. The map has been downgraded to a ***** year old view/version. There was no mention of a trial or other period at the time of sale. They are pointing to a buried contract provisions that says they will notify us of charges and changes for any in vehicle information. As consumers, we couldnt reasonably expect that to charge to include a basic functionality the car was delivered with and with no mention of a trial or introductory period, etc. There was a clear expectation of this feature being a part of our purchase. Instead they choose to bury the downgrade within a package of connect+ services - none of which were sold with the vehicle and none of which I or many other owners need or want. By extension they could charge us to see the speed of our vehicle, its back up camera, its auto dimming lights, or any other feature of the electronically controlled and updated car. This seems to be something the *** should take up on behalf of hundreds of thousands of consumers given an en masse downgrade and attempt to charge $150 per customer per year. I just want my functionality back they way it was upon sale, delivery and operation until their stealthy wireless downgrade yesterday night.

  Business Response

  Date: 10/22/2024

  This is in response to the complaint submitted by ******* ********* regarding the roll out of Connect+.

  Our in-vehicle connectivity services from launch have been in development to fine tune and bring to market the features out community wanted most in vehicle. During this time everything was included at no additional cost to the consumer meaning Rivian was paying the cellular bill on behalf of the customer for these features. Now that we have established the in-vehicle connectivity offerings and grown our customer base it is no longer feasible for Rivian to pay those costs on behalf of every customer. This is in alignment with the auto industry standards for manufacturers who provide in-vehicle connectivity features.

  Connect+ is a significant value for unlimited data for $149.99/year or *****/month when compared to alternative hotspot solutions from a personal cellular data plan or data hotspot package.

  As stated in our Terms and Conditions found here ******************************************************* we have always made it known that:

  Certain in-vehicle features or Services may require enhanced vehicle wireless connectivity at an additional cost to you. We will notify you of any additional costs associated with such in-vehicle features or Services. You hereby acknowledge and agree that your purchase and/or use of such in-vehicle features or Services is subject to the Rivian Payment Terms and any other terms applicable to such in-vehicle features or Services.
  
  If there are any other questions or concerns related to this please let me know.
  
  ***** ******
  ************************************************************
  **************

• Initial Complaint

  Date:10/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rivian sent my license plates to the wrong address. Those plates were picked up and lost by **** My temp tags are expired and Rivian refuses to help me. Im asked all the time if I love my Rivian as I live in a place where there are not a lot of these. I am sure to be honest with them about my experience!!

  Business Response

  Date: 10/18/2024

  This is in response to the complaint submitted by ****** ******* regarding the temporary tags and plates for their R1.

  After reviewing the complaint, I spoke with leadership from the Title and Registration team who was able to see that an attempt to make the delivery to the incorrect address provided was attempted today and marked as return to sender. This will send the package back to us so we have notified the mail room to expect this item so we can send it back out to the corrected address ****** provided. Once the new shipping label is made and this is sent out, the Title and Registration leadership will be emailing ****** with the tracking number to ensure delivery of this for them.

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

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

• Initial Complaint

  Date:10/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially per ordered an custom build R1T but they keep delay the production of the build config so I was forced to switch to an inventory R1S. I really love the car but there are issues that shouldn't have come with if the car has been onsite for a while before delivery.I took delivery of my R1S on Oct 04. Since then I have filed 9 service requests for different issues. 2 of the major issues are:1. System fault when engage any driver assistance feature including basic adaptive cruise control. 2. Forward Collision yellowing symbol constantly comes on while normal driving even when there is no car in front.The rest 7 ain't major issues but still showed the Rivian didn't do a through check up before delivering, because one of the issues was the rear windows has a huge rubbing noise when opening. It's impossible to miss if someone was to check that.Without driver assistance features such as cruise control, it really disrupted our trip planned for October, we had to cancel a long trip to celebrate my wife's birthday on the 19th. Also Forward Collision yellowing symbol really concerned me about the functionality of safety system on board, which made me insure of going on long trips.But the earliest service appointment they could schedule is on Oct 28th. Which means I had to drive a brand new car with these issues for almost a month. Rivian branded itself as adventure car but without adventure feature such as driver assistance available to me on day one.Rivian needs to have the car fixed as soon as possible and come up with a way to compensate me for needing to drive a defective car for almost a month.

  Business Response

  Date: 10/15/2024

  This is in response to the complaint submitted by ****** **** regarding the service issues they stated having with their R1S.

  After reviewing the interaction timeline for these concerns,our service team has been in consistent contact with Junshu to address these issues and make sure they are investigated.

  The service team scheduled a priority service appointment for 10/28 and the team will be able to review all the listed issues Junshu provided and correct any that are causing possible operation or aesthetic issues.

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

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

  Customer Answer

  Date: 10/15/2024

  I appreciate that Rivian made the best effort to get me scheduled for earliest possible service appointment. But there is no guarantee that the car will be fixed in a short period of time. Also that doesn't change the fact I had to drive a car without its full capability for a month. It's like you paid full price on something but only able to use part of it. There should be some compensation for this.

  I also suggest Rivian setup service center to do quick triage on issues and provide estimate on severity of the issues and if possible provide time frame for a fix. Any safety related issue should be at least be checked on the highest priority without any appointment.

  Thanks,

  Junshu

  Business Response

  Date: 10/16/2024

  This is a follow up to the complaint submitted by Junshu regarding the service-related concerns for their R1S.

  The Service team will be the point of contact for these concerns going forward. I have sent them a case pertaining to Junshus concerns about timing and dissatisfaction with the state of things. If there is any compensation to be discussed related to this, it will come from the service leadership at the ******* location.

  We appreciate the feedback on the service triage process and will submit that for consideration.

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

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

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After researching luxury SUVs we gambled on the rivian, and what a mistake that was. We purchased this vehicle for $100,000, and 2 days after taking ownership (82 miles) in the vehicle started shorting out and would not even turn on. Rivian customer service said it was a minor issue. They could not fix it remotely so they decided to tow it to the shop. Despite reassuring us our two day old vehicle simply had a minor issue, we got a call that said it would be a month before we got our vehicle back. 2 days old, 80 miles and it would take a month to fix the minor issue? Very disappointed we asked for a call to discuss voiding the transaction as we had no confidence in this company. It has now been a week and we have not heard from anyone. $100,000 vehicle that break on the 2nd day and they cant even pick up the phone to apologize and try to offer a solution? It is not surprising to see Rivian bleed cash and the stock crumble. This is a very poorly ran company, who has no infrastructure in place to service their clients or vehicles. Please run from this company. Do not make the same mistake we made!

  Business Response

  Date: 10/09/2024

  This is in response to the complaint submitted by **** **** regarding their recent purchase of an R1 and the service-related issues they have had since taking ownership.

  After reviewing the interaction timeline, I can confirm we have an active Repurchase request under review for the R1 in question. Once this form is submitted, members of the ********************* made up by our Legal and Service teams, will discuss the issues, what has been done, and what can be done before making a final ruling on a Repurchase Offer. We take these concerns and cases very seriously and will do our due diligence through this review period.

  It is important to note that Hurricane ****** has impacted this process as our service centers are closed per the evacuation and safety concerns of this growing threat heading towards ********

  We will be in touch with **** regarding this issue as quickly as we are able, and updates will come from the Service team directly.

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

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

  Customer Answer

  Date: 10/09/2024

  Totally understand the hurricanes impact, but we alerted them of our frustration last Thursday and were told we would have a call from management (who are not located in the hurricanes path) within a day or two. To charge ******* for a vehicle that breaks two days in, then say it will take a month to fix while they continue to charge you for that vehicle that you dont have is wild. You would think someone would pick up the phone to apologize and offer solutions. My family traded in our only 3 row vehicle, for this rivian (another 3 row vehicle), and now we have been left without transportation to fit our family. We have had to take two cars everywhere we go, effecting my work schedule, and it has impacted our ability to evacuate the path of this hurricane as we did not have a vehicle to accommodate our family. This is a serious issue, that has been ignored, and has been unbelievably disappointing. 

  Business Response

  Date: 10/11/2024

  This is a follow up response to the complaint submitted by **** regarding the R1 they have in service currently.

  I have let the team know handling the reviews of the situation to see if there is anything that can be done to move this along more quickly and for someone from the service team to get in touch with you as soon as possible.

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

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

  Customer Answer

  Date: 10/11/2024

  it has now been 8 days of being told someone will be reaching out asap. They are buying time to get the loan pushed through and our vehicle trade in moved. Very disappointing customer experience. 

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a brand new rivian, right around $100,000 last week. Second day in, the *** broke. **************** said it was a minor issue. I then get a call from the service department saying it will be a month before we get our car back. We had the vehicle for 48 hours, 82 miles on the odometer. We asked to just void the transaction as we could not believe a brand new vehicle would have these issues and were told management would give us a call to discuss options. It has now been a week and despite chatting customer service 5 times, we have had no communication with anyone who can help. As Rivian bleeds cash and the stock crumbles, it is not surprising to see why. They take your money and then cant deliver and do nothing to rectify the situation. Buying a Rivian is one of the worst decisions we have made. Please run from this company and do not make the same mistake we made. Serious issues with this vehicle and even more so with the company!

  Business Response

  Date: 10/09/2024

  This is in response to the complaint submitted by Kyla Park
  regarding their recent purchase of an R1 and the service-related issues they
  have had since taking ownership.

  After reviewing the interaction timeline, I can confirm we
  have an active Repurchase request under review for the R1 in question. Once
  this form is submitted, members of the Repurchase Committee, made up by our
  Legal and Service teams, will discuss the issues, what has been done, and what
  can be done before making a final ruling on a Repurchase Offer. We take these
  concerns and cases very seriously and will do our due diligence through this review
  period.

  It is important to note that Hurricane Milton has impacted
  this process as our service centers are closed per the evacuation and safety concerns
  of this growing threat heading towards Florida.

  We will be in touch with Kyla regarding this issue as
  quickly as we are able, and updates will come from the Service team directly.

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

  Emily Helten
  [email protected]
  1-888-748-4261

• Initial Complaint

  Date:09/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an Rivian R1S. I had multiple issues with the vehicle. Due to these issues, they stated on 10/20/2023, we can get $1850 goodwill compensation. We accepted the resolution, however, we have yet to receive this compensation. They also won't reply back to our emails.

  Business Response

  Date: 10/01/2024

  This is in response to the complaint filed by **** Bodepodi regarding a Goodwill Credit in the amount of $1,850.

  After reviewing the history for this, in August/September 2023 Anil had initiated a Lemon Law claim with our Legal team due to service related and performance concerns with the vehicle. During that time, a Buyback or Repurchase of the vehicle was discussed and this was when the Goodwill Credit was mentioned to Anil.

  When a customer is approved for a Repurchase, part of the process entails the customer returning the vehicle to ********************** and transferring ownership back to us. On 9/30 Anil let us know they sold the vehicle which negated any offers that were made related to the Lemon Law claim.  

  Regarding the statement Anil made about Rivian not replying back to their emails, we have no record in the interaction timeline from the email provided of any attempts to connect with us regarding updates for this complaint, this BBB case is the first contact from them that we have a record for since they let us know about the sale of the vehicle.

  Please let me know if there are any other questions or concerns related to this and I will be happy to get back with you.

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

• Initial Complaint

  Date:09/10/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:09/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:09/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:08/14/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.

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