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

  2333 Defoor Hills Rd NW Atlanta, GA 30308

• 

  Rivian Automotive, LLC

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

• 

  Rivian Automotive, LLC

  740 N Five Mile Road Boise, ID 83713

• 

  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:05/19/2024

  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 originally placed a down payment of $1,000 on a credit card for the Rivian R1S back in May of 2022, which was fully refundable. On March 7th 2024, I submitted a cancellation and received an automatic reply saying the refund will be posted to my credit card in 3-5 business days. After about 2 weeks of not receiving the refund I called Rivian and their customer service rep said since my credit card was expired they couldnt refund my credit card and needed to contact their finance department to send me a physical check.On April 15th I called Rivian again and the customer service rep said they could not give me an estimated time of when the check will be sent out. I called rivian again on April 30th and said they did not know when they could send out the check.

  Business Response

  Date: 05/21/2024

  This is in response to the complaint filed by ***************** regarding the status of his refund check after cancelling the R1S they had on order.

  
  I was able to confirm that our Accounts Payable team does have the request for the manual refund check to be sent out to *******.Currently the manual refund check process is taking ***** weeks for completion and delivery. We are currently in week 8 since the refund request was submitted to the ** team.

  
  We will continue to stay in contact with ******* and will provide any updates or tracking info as it becomes available. We are always here to help ******* in any way we can to ensure they have the check in hand as quickly as possible.

  
  If you have any other questions or concerns related to this,please do not hesitate to contact me.

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

  Customer Answer

  Date: 05/21/2024

  I want to keep this complaint open until I receive the refund from Rivian  

  Business Response

  Date: 05/22/2024

  This is in response to the follow up reply from ******* regarding the status of their refund check.

  I wanted to be sure to reply and acknowledge that ******* would like to keep the compliant case open until the check arrives.

  I will continue to monitor this for ******* and provide updates as they come until we know ******* has the check in hand.

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

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

• Initial Complaint

  Date:05/16/2024

  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 made a pre-order for a Rivian model R1T back on Nov 20, 2021 which required a $1500 refundable deposit. After waiting for nearly 3 years, I decided I want to pursue other car and requested a refund of my deposit. On February 8, 2024, I contacted chat support and requested a refund. I explained that the card I used initially is no longer valid. Chat Support ignored my issue and just told me "Lets go ahead with the refund and see if it goes through. Let us know if you do not get it in 10 business days"Fast forward, on February 18,2024 I contact chat support again asking about the status of my refund. I was told that "I see that your refund was declined, we will make a request to mail you a check. Please allow UP TO 10 weeks for the check to arrive"Fast forward 10 weeks on April 18, 2024 , I contact the chat support about my check and all my request are met with:"We have forwarded your information to the appropriate team, please wait for an answer"It has been a month since I am waiting for answer and over 4 months since I asked for a refund. Not only are they breaking ******* (OMVIC) laws by holding the deposit, they are also not being transparent about the status. My next step would be contacting ***** and potentially filing a lawsuit for the financial negligence and theft of money.

  Business Response

  Date: 05/30/2024

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

  
  After looking into this I could see that the request for the refund check landed with the ** team on 4/24. The manual refund check process has been taking an longer then the typical time frame resulting in around ***** weeks once the request lands with the ** team in their queue.

  
  I have reached out to that team to get a status update on the check for ********* and will be sure to follow up with the status and expected delivery time frame as soon as I have that to share.
  If there are any other questions or concerns please let me know.

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

  Customer Answer

  Date: 05/30/2024

  It is a pity that it took 2 months for the request to get to the ** team and now it will take another 3-4 months for them to get write a check and another weeks to send it and receive it.  But we heard these stories before as different rep is saying different things, no one hold any accountability for the things they say. Until this is resolved, no complaint will not be lifted.

  Business Response

  Date: 05/30/2024

  This is a follow up response to *********'s recent reply.

  We will continue to stay in communication with ********* until they have the check in hand. We are actively working with our AP team to get this finalized and sent out as quickly as possible.

  I will continue to monitor this case and will make sure to keep the check status a priority.

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

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

  Customer Answer

  Date: 06/04/2024

  Will keep monitoring the promise of getting this done and see how long it takes to unfold. We are currently looking at 4 month since initial request was made.

• Initial Complaint

  Date:05/13/2024

  Type:Order 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.

  My wife (*******************) and I leased a 2024 Rivian R1S from Rivian - lease contract signed 4/26/2024 and vehicle delivery taken 4/27/2024. Leading up to signing and delivery, there were several steps to complete through Rivian's online purchasing system. When I went through the initial steps for setting up the lease, I submitted for a down payment of $25,000 towards the leased vehicle. This being the first time I had leased a vehicle, I thought it was OK to put large down payments towards the cost. As the lease contract arrival and delivery approached, however, I decided based on research and discussion with friends that I would rather put a smaller down payment towards the lease. I contacted Rivian the day before delivery and my down payment was adjusted from $25,000 to $3,500 and a new lease contract was generated which I signed (no other lease contract had been signed prior to this). The day after signing the lease contract, we took delivery of the R1S.Due to the change in down payment amount, Rivian owes us a substantial amount of money back. I had wired a 'due at signing' amount of $27,765.31 to Rivian on 3/29/2024 - about a month ahead of lease contract arrival and vehicle delivery. This amount was consistent with expectations for the lease contract, given a large down payment. However, with the adjusted $3,500 down payment, the 'due at signing' amount dropped to $6,904.24. This leads to a refund owed of $20,861.07.Since the delivery date of 4/27/2024 my wife and I have both contacted Rivian several times through all means available to us requesting information about how and when we will receive this refund. Phone calls are not being returned, support chats are being left with 'we will escalate' and an email to customer service has gone unanswered. ********************** seems unwilling to return our money which is contractually not owed to them - it is our money. It is also a large amount of money they have no right to hold onto while ignoring us.

  Business Response

  Date: 05/21/2024

  This is in response to the complaint filed by ****** **** regarding the refund of the down payment for their R1S Lease.

  
  On May 13th a member of our Account Support team contacted ****** to let them know that we are working on getting the refund check out to them as quickly as possible. On 4/29/24 the check was processed to our Accounts Payable team. We let ****** know that manual refund checks are currently taking longer than usual and to expect the check in ***** weeks.

  
  We will continue to stay in touch with ****** and provide any tracking information for the check once we have it available for them and are always available to help however we are able. 

  
  If there are any further questions related to this, please do not hesitate to contact me directly.

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

  Customer Answer

  Date: 05/25/2024

  
  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 have received the refund requested, and the matter is resolved.
  
  Regards,
  ****** ****
  
   

  
  

• Initial Complaint

  Date:05/10/2024

  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.

  Hello,My name is *********************************** and I just leased a brand new rivian (vin 7pdsgaba7pn005220) that i picked up on Monday 5/6/24. I did a test drive and was very excited about my purchase. I had a few other cars in mind and ultimately chose this one. When I picked up the car, out of excitement I did not make sure that there were no issues with the car. Once I got home to show my family the car we realized that the left front light cover was very fogged and had over 50 scratches on it and the right light was brand new. Imagine my surprise to learn that my alleged brand new car, isn't so brand new after all. Please consider that I am leasing the car and have a mile allowance. I had to drive to ***** RIVIAN after I noticed this damage and they took pictures and told me they would contact the supervisor of the service center and showed me how to put a ticket in and sent me on my way. The service center calls and apologizes, they confirmed that they received the pics and videos from me and from the worker I spoke to at the ***** Rivian. They scheduled me to drive back to the Rivian service center which is about 40 min or so from my house, only to have me waiting for 2 hours, and then inform me that they ordered the wrong piece. Prior to this, i was telling them that all this unnecessary traveling is affecting my miles and they said they would comp me 125 miles. ** thats fine, but what about me and my husbands wasted time. Where is the professionalism? A new company should make their customers fall in love, not regret a purchase. How can you have pictures and videos, and know what car I have and still order the wrong piece? How can you give a brand new customer a brand new messed up car? Why do you all keep dropping the ball? How do you plan to rectify this? I believe I should get a new brand new car with no miles on it and no damage. You guys are this close to losing a customer and me leaving a bad review to my followers on YT, IG, and TikTok.

• Initial Complaint

  Date:05/08/2024

  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 have placed an order with Rivian and cannot get anyone to return my calls with questions. Over about the past 3 weeks I have:1. Emailed the guide I was assigned with questions with no response;2. Was informed the guide was in a different role, no one advised me of this when the change was made and my account still shows the guide in the role as a guide;3. I have had several chat conversations on the Rivian site with all resulted in being told they would make sure someone contacted me or in some situations in the next 24 hours or same day;4. I was informed that there was a new group handling the orders and to email guidesoncall@rivian and I have emailed with no response.Thanks.

• Initial Complaint

  Date:05/05/2024

  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 had booked a r1s in March 2023. In December 2023 when the opportunity came, I was able to configure my vehicle and choose Large battery listed at price for $6000. when the car became available for pick up last week and I was sent the contract, I am now being charged $9100 for the same battery, which at time of configuration was 6000. I should be paying the price at configuration and not the recent price. I have contacted the guide who is very helpful but not able to help with price. I have requested to speak to a manager but no one has contacted me. I have been forwarded to the sales team to configure and get a new SUV which will prolong the whole process again and now I am told that I can withdraw my deposit if I want to, after more than a year of the order. I am being charged $3100 more than the agreed upon the offered price which is not fair. I never received any communication that I will have to pay a much higher amount for the battery. I have waited more than a year and now being charged much more than agreed upon price. Overall this is very frustrating, disappointing and poor customer service. My SUV is available and I would like to get at the agreed price on configuration. Thank you.

  Business Response

  Date: 05/14/2024

  This response is regarding the complaint filed by ***************** regarding the pricing of their R1S.
  
  We are simplifying our production process at our Factory in ******, **. Because of this we removed access to our Configurator temporarily which resulted in existing orders being moved to the current pricing structure and have implemented a Voucher system for customers to activate through their ********************** Account Portal. There is a green banner that when clicked on will activate the voucher and carry them over to our inventory of Ready To Go vehicle configurations that will reflect the pricing discount.  These pricing discounts are good until September 30th, 2024.
   
   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. 
   
   How does the leasing promotion work? 
  Pre-March 1, 2022 preorder holders will see a preorder leasing promotion applied when leasing a vehicle selected through R1 Shop (when in a leasing-eligible location).
   
   Do the preorder price vouchers and leasing promotions expire? 
  Yes, you must take delivery of a Rivian vehicle on or before September 30 to use the voucher or leasing promotion.  
   
   These offers may not be combined with other offers and incentives unless otherwise permitted by Rivian.
   
  The Guide has reached out to the sales team to see if someone can work to find a similarly configured vehicle with the discount applied that will work for Jai since we can not discount the current pricing outside of what is available through the discount inventory that we have for Jai.
   
   If there is anything else I can do to assist please let me know.
  
  ***********************
  **********************************
  **************

• Initial Complaint

  Date:05/03/2024

  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 took delivery of R 1S in February after they cancelled on me in December after failing quality check prior to delivery. They advertise 90 day return policy for accessories. I am trying to return crossbars however have not been able to get hold of my so-called " guide". The customer service was not helpful. In addition they promised me NFC wristband at the time of delivery 3 months ago however unable to provide any follow-****

  Business Response

  Date: 05/21/2024

  This is in response to the complaint filed by ***************************** regarding the status of the Return Label for the Cargo Crossbars and their inquiry regarding the Wristband.

  I have connected with our order management team who is currently getting the Return Label processed and the item status updated to reflect accordingly. I should have the return label for ******** by 5/24 and will get this to ******** as soon as it is ready.

  I also followed up with ********* guide ***** to let him know that ******** was still waiting for the wristband he was told he would receive. ***** let me know that he had informed ******** that the model vehicle they have does not come with the wristband but once they are available in the Gear Shop ******** will be able to purchase one directly.

  I will stay in communication with ******** through this process to ensure everything is handled as smoothly and quickly as possible.

  If you have any further questions or concerns related to this please do not hesitate to contact me.

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

• Initial Complaint

  Date:04/19/2024

  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.

  I purchased a Rivian R1T on December 13th, 2023. It unfortunately did not meet my expectations for an approximately $100k vehicle, so I returned it as well as all accessories that I had purchased along with the truck on December 20th, 2023. They took a quite a while (refunded on January 11th, 2024) but did finally refund me for the truck and most accessories. However, they did not refund me for the wall charger or spare tire. It has now been nearly four months and they finally refunded me for the wall charger recently but still have not refunded the spare tire ($868.80) despite me contacting them about it numerous times. It was of course never used in the 7 days I had the truck and therefore returned with the truck in perfect condition. They also never refunded the $1000 deposit but that was unfortunately non-refundable. Additionally, because of how long they took to process the main refund, I ended up paying a few hundred dollars in interest. However, I am only seeking to be refunded the $868.80 for the spare tire.

  Business Response

  Date: 05/21/2024

  This is in response to the complaint filed by ****** regarding the refund of $868.80 for the spare tire they returned.

  I was able to confirm that our Accounts Payable team does have the request for the refund of $868.80. Currently manual refund requests are taking much longer than usual. ***** weeks is the current projected timeframe for the entire process once the ** team received the manual refund request.

  We will continue to stay in contact with ****** through this process and ensure that they have the check in hand as quickly as possible.

  If there are any further questions or concerns related to this please do not hesitate to let me know.

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

  Customer Answer

  Date: 06/11/2024

  This is my official rebuttal to Rivian's response to my complaint.
  
  I am rejecting Rivian's response primarily because I still have not received the refund but also because they made inaccurate statements. They stated, "***** weeks is the current projected timeframe for the entire process once the ** team received the manual refund request". I returned the truck on December 20th, 2023 and notified Rivian on December 29th, 2023 that I had in fact been charged for the tire and requested a refund for it. I have no way of knowing when the "** team" received the refund request but have contacted Rivian numerous ways through numerous departments since then. It is now June 11th, 2024 so it is obviously grossly inaccurate to state "***** weeks for the entire process". They also stated, "We will continue to stay in contact with ****** through this process and ensure that they have the check in hand as quickly as possible." The last I heard from them was on May 22nd saying that they will be sending me a check for the refund of the tire and stated, "Typically the expedited check takes 2-4 weeks but we are pushing for sooner." That's not very expedited in my opinion and as I already stated, I still have not received the check. I also do not believe any such statements of length of time for refunds because they have taken significantly longer than stated for all of the refunds that I have received so far.
  
  My desired resolution is still to be reimbursed the $868.80 for the spare tire and therefore request that you reopen this complaint. This is still the last remaining item that I have not been refunded for.
  
  Thank you,
  *************************

• Initial Complaint

  Date:04/16/2024

  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.

  I purchased an R1T in June 2023 which included the purchase and payment made totaling $800 for a tonneau cover which was supposed to be delivered a few months after purchase. By mid October 2023; I still had not received a tonneau cover so I emailed my Guide ***** and he confirmed I would be receiving a refund check in the mail in 6 to 8 weeks. I waited 2 months and still had not received the refund check so I emailed guide ***** who replied stating he escalated the matter. I have emailed with guide ***** 6 times since and it has now been 6 months with no refund check. I tried calling rivian customer service and asked to speak to a supervisor and was told I cannot speak to a supervisor but that this was being escalated. This is the same answer I keep getting with no refund check in sight. I have included a copy of the chain of emails back and forth between Rivian Guide ***** and I.

  Business Response

  Date: 05/02/2024

  This is in response to the complaint filed by *************************** regarding the refund of their Manual Tonneau Cover.

  After investigating the complaint, I was able to verify we have the item marked as returned on the order and our accounts payable team has been sent the refund check request for ******.I will be contacting ****** by email to open a line of communication while our AP team works to get this check created and sent off.I will keep ****** up to date on the progress of this until they have the check in hand.

  I have also notified Valerys guide *****, so he is aware of the steps being taken to resolve this. ****** can also reach out to ***** or can contact our customer engagement team at any time through their Rivian App.

  If there are any further questions or concerns related to this please dont hesitate to contact me directly.

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

  Customer Answer

  Date: 05/15/2024

  Please reopen the complaint. Although Rivian Automotive responded on 5/2/24 to my bbb complaint and confirmed they were working on sending me a refund for the tonneau cover cancellation, I still have not yet received my refund. It has now been 7 months of waiting for a refund. So I'm rejecting their response as it seems to be just another empty promise since I have yet to receive a refund. I will need the $800 refund check in hand before I will agree to close out this bbb complaint. 
  
  Please keep my complaint open and marked unresolved. 
  

  
  

  Business Response

  Date: 05/21/2024

  This is a follow up response to ******************************* complaint regarding the refund check status for their returned MTC.

  I checked with our AP team for any status updates on the refund check and was informed that it is currently marked as posted and pending to be paid. Currently manual refund checks are taking longer than usual, about ***** weeks for delivery once AP has processed everything.

  We will continue to stay in contact with ****** until they have the check in hand. We are always here to answer questions and be of help however we can.

  If you have any further questions or concerns related to this please let me know.

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

  Customer Answer

  Date: 05/29/2024

  Hello. Although I appreciate this update, I am rejecting this response as I have previously been promised a refund about 5 different times over the last 7 months and yet I still have yet to receive my refund. It seems I keep being pushed to the back of the line and being given the run around since I've waited now over 7 months for a refund. I will not clear this bbb complaint and it will remain open until I have received a refund check in hand. 

  I believe I should qualify to be pushed to the front of the line since I have been requesting a refund for 7 months. 

  thank you

• Initial Complaint

  Date:04/08/2024

  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.

  Placed an online order for the vehicle with VIN #***************** on 3/15/24. Order #****. 3/16/24, 3/18/24, and 3/19/24 reached out to Rivian regarding order. Told I would receive a call multiple times, including a personal callback that was promised. Never received.3/20/24: Cancellation notice of order. Multiple attempts to reach a representative.3/21/24: Received a call from *******. He stated he filed a ticket, the system deleted my order. Would pair me with the vehicle though. He verified I could use my pre-existing reservation and preserve my binding contract. Minutes later he called back saying my vehicle was unavailable. Offered alternative of R1T (truck), leasing options, etc. Stated he would call me at noon with further updates. No call received. I noted that multiple additional vehicles were listed for sale that would've met my criteria but sold instantly.3/22/24: Called Rivian, requested call from *******. Received callback - No vehicle available. Was "too busy" to call me yesterday as promised. Could not give a timeline of when I will receive further information. Told me there are R1Ts and could not give me a timeline of when I could speak with a supervisor which was requested. 3/23/24: ******* offered a 2023 with ***** miles (vs my new 100mi vehicle). Told me I have 24 hours to decide.3/23/24 Replied to email regarding vehicle as ******* advised, no response.3/25/24: Replied to email as ******* advised again, again no response.3/26/24: Requested callback through 888-Rivian1. ******* spoke with me. My previous car was still not available but again could get me the used demo with 9000 miles that I was trying to reach him about.3/29/24: Spoke again with *******. I chose a vehicle. He called me back saying the vehicle hehad reserved specifically for me - as they both require local pickup. Again requested manager/supervisor.4/5/24: Requested manager callback. **************** stated they would call me back if manager didn't to follow up.

  Business Response

  Date: 04/15/2024

  We are writing in response to the complaint filed by ******************************* regarding the status of his vehicle matching with the sales team.

  I spoke with *******, the sales guide working with *******, to get an update on where he was in helping to get them assigned a VIN so they can move forward with the purchase.

  ******* explained there was a technical issue that caused ******* to become unmatched from the demo vehicle they were looking at, and the other vehicle was located in ********** and required a local address to move forward so they were unable to proceed with that option.
  
  ******* said he has passed along ******** information to his manager and would be following up with him to discuss the best options and next steps for *******.
  
  If there are any other questions or concerns please feel free to contact me directly.
  
  ***********************
  **********************************
  **************

  Customer Answer

  Date: 04/15/2024

  While this is a nice summary of what I already provided, I am still going on 4 weeks without a single call from a supervisor or manager to discuss further.

  Business Response

  Date: 04/19/2024

  This is in response to *******'s reply to our original comment.

  I just wanted to follow up to let you know that I spoke with ******* again after *******'s reply and he let me know he had a 1:1 with his manager to proceed with next steps.

  Since our original response ******* has also been in touch with one of the Sales Managers **** and is working directly with him to find a vehicle to move **********************.

  If there is anything else I can do to assist please let me know.

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

  Business Response

  Date: 04/19/2024

  This is in response to *******'s reply to our original comment.

  I just wanted to follow up to let you know that I spoke with ******* again after *******'s reply and he let me know he had a 1:1 with his manager to proceed with next steps.

  Since our original response ******* has also been in touch with one of the Sales Managers **** and is working directly with him to find a vehicle to move **********************.

  If there is anything else I can do to assist please let me know.

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