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.

close

Find a Location

Rivian Automotive, LLC has 111 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Rivian Automotive, LLC

  14600 Myford Rd Irvine, CA 92606-1005

• 

  Rivian Automotive, LLC

  208 S Congress Ave Austin, TX 78704

• 

  Rivian Automotive, LLC

  740 N Five Mile Road Boise, ID 83713

• 

  Rivian

  512 Johnson Ave. Brooklyn, NY 11237

• 

  Rivian Automotive, LLC

  1059 E. Bedmar Street Carson, CA 90746

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:07/18/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:07/17/2024

  Type:Sales and Advertising 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.

  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

  Date: 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 Answer

  Date: 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

  Date:07/05/2024

  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 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

  Date: 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

  Date:06/28/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 07/12/2024

  thank you. Looking forward to hearing back from you

• Initial Complaint

  Date:06/25/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:06/25/2024

  Type:Product 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.

  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

  Date: 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 Answer

  Date: 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,
  
  ******* *********
  
   

  
  

• Initial Complaint

  Date:06/11/2024

  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.

  Rivian and specifically Rivian ************ have been a nightmare to deal with. After waiting two weeks to finally get in touch with a guide, a delivery date was scheduled for my vehicle. I explicitly asked the guide to walk through the vehicle to catch any defects before my 4 hour drive to their **************** center. Upon arriving, I checked out the vehicle and found various defects with the vehicle. The person walking me around the vehicle told me to Pay as soon as possible, so the *** paperwork could be started. After paying my down payment, I noticed the entire trim on the top of the car was over the roof glass. I asked if this could be taken care of to which I was met with it will require a service visit. Hearing that a trim piece would require multiple days in service made me weary. An individual named ******* came forth and assured me he would resolve the issues at hand and delay my delivery. I asked for a timeline to which I was told the part should arrive by Wednesday and we will start repairs. It should be done by the 12th. I followed up by text the following Thursday and the part had not even been ordered. Due to the poor initial sales experience and being misled on multiple occasions, I requested a refund of my deposit and down payment. ******* advised at the beginning of all this that it shouldnt be a problem. I had to text multiple times to even get the refund started and it took until 6/8 for a reply from an anonymous individual at Rivian ************ to say the refund process has been started. *** received multiple timelines from anonymous individuals at Rivian ************ with no official confirmation of my deposit and down payment being refunded. I feel that Rivian is stealing money from me and Rivian ************ will not provide any names when corresponding via text. I have no idea who I am talking to or if my refund is even in progress.

  Business Response

  Date: 06/18/2024

  This is in response to the complaint filed by ***************************** regarding the status of the refund and order cancellation.

  Following repairs on 6/6 **** decided they no longer wanted the vehicle. The team at the San **** service center agreed to cancel and refund everything. On 6/7 the team confirmed the mailing address and submitted for the refund request the same day.

  The team received an update on 6/12 and were informed that the payment was still pending to clear the Plaid payment. I followed up today on 6/18 and they confirmed the request is in the queue but they are managing a back log of requests at the moment and have made note of ***** pending request.

  We will continue to stay in touch with **** on the status of this going forward until everything is completed.

  If there are any other questions please let me know.

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

  Customer Answer

  Date: 06/18/2024

  Repairs were not completed on 6/6. The parts were just ordered on 6/6 with no real timetable in sight, which is the reason for denying the vehicle as the employee ******* stated the vehicle could be repaired within a certain timeline. Rivian still has provided no confirmation of my refund other than a text message and their response here. My online portal still shows the vehicle attached to my account. I hear the same excuse that theres a large backlog or queue every time that I reach out. They have my deposit and down payment and theres been no real progress toward getting my refund.

  Business Response

  Date: 06/24/2024

  This is a follow-up response to the complaint filed by **** regarding their refund status.

  I understand the frustration around the delay in the refund timing. The team that handles the refund requests and processing has confirmed that the request for **** is in the queue and once it is processed, the team will be able to action on it.

  The team has also confirmed they made note of ***** request specifically, so we can get this completed as quickly as possible.

  We will continue to update **** as any new information as we recieve it. If there are questions or concerns, please let me know.

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

  Customer Answer

  Date: 06/26/2024

  I have emailed ***** independently and received no reply. All of Rivian continues to say in process. Yet, no confirmation email of a refund or a reflection of said refund is in my Rivian portal. Additionally, each Rivian employee provides a new timeline for the refund and fails to provide any real status update other than in process. I received an initial timeline of an expedited 2-3 weeks for a refund due to the issues at hand. Next, a timeline of 4-6 weeks was provided with a status update by the second week. I reached out on the second week and was told the timeline is now 8-10 weeks. Rivian has my deposit and down payment with nothing given to me in return. I have no real confirmation other than anonymous Rivian employees giving timelines and a more recent individual named ******* stating 8-10 weeks. I need a set timeline for my refund. Rivian is deceitful in their practices and are failing to refund my money. Plaid even advised that a refund should be possible through their platform via the transaction ID. Thus, ********************** is imploring shady practices regarding refunds. 

• Initial Complaint

  Date:06/05/2024

  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 May 18th I did a demo drive at the ********************. There were great incentives on the 2023 model R1Ts. I was told that, if I could not take delivery by June 1, that the incentives would not apply. I was leaving the country from May 22 to June 1 and could not take delivery by the deadline. After returning, *** found that multiple people were told that, as long as they signed by end of May, the incentives would be honored. I even tried, upon return, to contact Rivian about any remaining 2023 models in hopes I could get something leftover. The inside sales guide did get me locked in with a vehicle, but now at full msrp (less 1k discount for MY 2023). *** since encountered several people who have taken delivery since June 1st and still received the incentives. While I dont expect any resolution from Rivian, I think this experience is worth sharing. The marketing should be consistent throughout the organization and the field reps should be better informed.

  Business Response

  Date: 06/17/2024

  This message is in response to the complaint filed by ******************* relating to their recent interest in leasing a Rivian R1T.

  We do have incentives that are time sensitive and certain requirements that must be met to qualify for the incentive in the stated time period.
  
  We have many teams that work with our community and customers like our field support teams at the Spaces and Service Centers,Inside Delivery Guides who assist through the digital purchase process, and our Sales Team who handle all aspects of the sales process from start to finish.
  
  All these teams operate from the same rules, standards, and any incentives that *** be offered at any given time. It is not possible for us to speak to specifics about why some customers *** have received an incentive while others *** have not, but I can connect ***** with a member of our sales team who can review everything ***** is looking for and provide some options with our current incentive offerings.
  
  If this is something that ***** would like to pursue or there are any other questions, please let me know.
  
  ***********************
  **********************************
  **************

• Initial Complaint

  Date:05/31/2024

  Type:Sales and Advertising 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.

  I am writing to formally lodge a complaint regarding the recent experience I have had with the purchase of a Rivian vehicle through your online platform. The details of my concern are outlined below:Several years ago, I made a pre-order reservation for a Rivian R1T. Recently, while exploring the Rivian Shop, I identified a 2023 model listed at $69,800. Based on this listing, I proceeded to select the vehicle and commit my $1,000 deposit to secure it.However, upon reaching the financing stage of the purchase process, I elected to move forward with a lease. To my surprise and dismay, the price of the vehicle was altered significantly to $78,725. This higher price was never disclosed prior to my commitment and deposit. I have uploaded screen shots of the original price ($69,800) as well as the current price Im seeing ($78,725). This situation puts me in an uncomfortable and unfair position: I must either accept the unexpected higher price or forfeit my deposit. This practice appears to be both unethical and potentially a violation of consumer protection laws, as it involves changing the agreed-upon price after securing a deposit without proper disclosure.I kindly request that Rivian honors the original price for my vehicle at the time I made my deposit. I believe this is a fair resolution given the circumstances and would prevent further escalation of this matter. Since this is a lease, I also believe that the $7500 EV rebate should further reduce the cap cost, as well as the $7250 friends and family discount for 2023 models, which has been applied to my order. This should mean that the final price is $69,800 MINUS $7,500 MINUS $7,250 EQUALS $55,050. I appreciate your prompt attention to this matter and look forward to your response.

  Business Response

  Date: 06/02/2024

  This is in response to the complaint filed by ************************* regarding the pricing of the R1T they were looking at purchasing.

  Were simplifying our pricing by moving all customers to todays pricing and then providing pricing vouchers to our remaining preorder holders to honor their pricing benefits.
  How does the voucher work?

  Weve calculated the average difference between preorder holder pricing and todays pricing, and are offering a percentage discount to match those savings when you select a vehicle in R1 Shop. 
  
  The voucher is redeemable in R1 Shop, and voucher values are automatically applied when purchasing a vehicle. 
  
  Do the preorder price vouchers expire? 
  Yes, you must take delivery of a Rivian vehicle on or before September 30 to use the voucher.
  
  On 6/1 the Rivian Guide working with ******** explained the current voucher system we have in place while we simplify and improve our digital purchase and production process.
  
  The discount Voucher ******** had was for 17% but was not eligible for leasing. The guide went over the options with them and ******** decided to cancel the order.
  
  Normally the deposit is non-refundable at the point ******** had reached but we made an exception for them and refunded the deposit after canceling the order as requested.
  
  If ******** would like to explore other options we can get them paired with the Sales team to go over options that *** fit more inline with the purchase price they are looking for.

  Please let me know if there are any further questions or concerns regarding this.

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

  Customer Answer

  Date: 06/02/2024

  
  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:05/24/2024

  Type:Delivery 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.

  Ordered a vehicle configured with all weather floor mats from factory, truck arrived and didnt have them. Brought the issue up in January of 2024, I had to prove that I did configure the truck that way, they agreed I was due the floor mats, and they have not delivered dispute my constant messaging.

  Business Response

  Date: 05/28/2024

  This is in response to the complaint filed by ***** regarding the status of the Floor Mats for their R1.

  
  After looking into this further, I was able to contact the South San ************************ to have them arrange the fulfillment of the Floor Mats.

  
  One of the ************** managers, ******, let me know that she was able to process this request and contacted ***** to let them know that they were being fulfilled and they would receive them soon.

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

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

  Customer Answer

  Date: 05/29/2024

  
  Better Business Bureau:
  
  Rivian has fulfilled their obligation and this complaint may be closed.
  
  Regards,
  
  *********************