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

  512 Johnson Ave. Brooklyn, NY 11237

• 

  Rivian Automotive, LLC

  3120 W Empire Ave Burbank, CA 91504

• 

  Rivian Automotive, LLC

  5225 68th St SE Unit A Caledonia, MI 49316

• 

  Rivian Automotive, LLC

  9750 Irvine Blvd. Suite 107 Irvine, CA 92618

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:03/29/2024

  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 reserved a R1 S quad motor for 75, 5 00 have a recently Rivian changed the prices without sending notifying the reservation holders. Ive been trying to reach out to my Guide *** in Brooklyn since January and was unable to reach him, therefore could not complete my order.I believe this is unfair and my price should go back to the originally decided Price. I feel Ive been treated very poorly by the sales department.

  Business Response

  Date: 04/10/2024

  We are writing in response to the complaint filed by *************************** regarding the pricing of their R1S order.

  
  The Guide team has worked very closely with ******** to help move the order forward in many ways. The order was originally under his relatives name but the Guide was able to get approval to move the order into Davinders name. There were certain promotions offered to them that had a limited timeframe that they would be honored and are no longer applicable due to the order not moving forward.

  
  We are simplifying our production process at our Factory in Normal, **. 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 Rivian 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 ********** configurations that will reflect the pricing discount, in this case for ******** 20%. These pricing discounts are good until September 30th, 2024.

  
  The $3,500 wheel incentive may no longer be applicable since it was another exception offer that was made to ********. Outside of the voucher I have reached out to our sales team to see if there is anything that they may be able to do for ******** if they are still ready to proceed with the purchase of an R1S.

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

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

  Customer Answer

  Date: 04/18/2024

  Dear *****,
  
  Thank you for your recent email and the comprehensive update regarding my Rivian order. I appreciate the efforts made by the Guide team and yourself to facilitate the process thus far.
  
  However, I must express my disappointment regarding the changes in pricing on my account. Despite my deposit being locked in, the pricing has significantly increased from the originally agreed-upon $75,500. This is concerning, as it deviates from our initial agreement and my expectations.
  
  Additionally, I need to address another issue that has been troubling me. In January, I attempted to reach out to the team for an entire month without receiving any response. This lack of communication was not only frustrating but also disrespectful and unacceptable.
  
  Moving forward, I kindly request that the company rectifies the pricing discrepancy and honors the original price of $75,500 for my order. Furthermore, I urge you to ensure that communication channels are improved to prevent similar instances of unresponsiveness in the future.
  
  I appreciate your attention to these matters and look forward to a prompt resolution.
  
  Best regards,
  
  ********

  Business Response

  Date: 04/22/2024

  This is a follow-up response to ***************************** complaint regarding the pricing of their R1S order.

  I wanted to be sure the explanation of the voucher system that is currently in place while the configurator is offline will help to clear up any questions on how this process works.

  Were simplifying our pricing by moving all customers to todays pricing, 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. 
  
  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 promotion 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.
  
  As stated offers may not be combined with other offers and incentives unless otherwise permitted by Rivian. The additional incentives that were offered to ******** while moving the order forward were time-sensitive to moving forward with delivery. Since the order did not move forward, some of those incentives that lowered the pricing are no longer eligible.
  
  ******** will still get the discount as disclosed above by using the voucher through their Rivian login to shop our ready-to-go inventory and has until September 30th to use this.
  
  If there is anything else I can do to assist please let me know.
  
  ***********************
  **********************************
  **************

  Customer Answer

  Date: 04/22/2024

  Dear *****,
  

  Thank you for your recent email and the comprehensive update regarding my Rivian order. 

  since you just copied and pasted something from you website I will resubmit my question. 
  

  If you choose to intentionally ignore my questions going forward I will have to escalate this matter to the state attorney general. 

  my biggest concern is despite my deposit being locked in, the pricing has significantly increased from the originally agreed-upon $75,500. This is concerning, as it deviates from our initial agreement and my expectations.
  
  Moving forward, I kindly request that the company rectifies the pricing discrepancy and honors the original price of $75,500 for my order. Furthermore, I urge you to ensure that communication channels are improved to prevent similar instances of unresponsiveness in the future.
  
  I appreciate your attention to these matters and look forward to a prompt resolution.
  
  
  Best regards,
  ********

• Initial Complaint

  Date:03/28/2024

  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.

  Ordered a tailgate Pad. Never received. Made multiple attempts to contact company through phone and email. No refund ever issued. No response to my last email.

  Business Response

  Date: 04/10/2024

  We are writing in response to the complaint filed by *********************** regarding the order for their Tailgate Pad.

  
  The appropriate teams had taken the correct actions to try and get this resolved for ****, but due to some delays with our Gear Shop the item had not yet reached the return phase.

  
  After confirming this order was lost in transit, I have initiated the refund process for this item. It now shows returned on our end since the item was never received,this triggers the refund process but our Gear shop team is seeing that the charge is currently under dispute.

  
  Everyone on our end is now updated and ready to send the refund back to the ****. With the dispute in place this will hold up that process. If **** is able to check with their bank to verify if the dispute is blocking this and can remove that,then the refund should return to the card that was used when placing the order.

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

  
  ***********************
  **********************************
  1=************

• Initial Complaint

  Date:03/21/2024

  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.

  We purchased a $120,000 electric vehicle in December 2023 from this company. The charging port wont open, so we cant charge the vehicle, and we cant use it, the battery is depleted. The company will not fix our brand new car until May 1sr. We are paying $1700/mo for a vehicle we cant use. We are a family of 6 and this is the only vehicle we have that we can use to transport our entire family. Why cant the company fix vehicles under warranty in a reasonable amount of time. Any other car manufacturer does.

  Business Response

  Date: 04/11/2024

  We are writing in response to the complaint filed by *********************** regarding
  servicing their R1S for charge port related concerns. The following is a status
  update based on the timeline from the initial service contact to resolution.
  On 3/19 the customer spoke with service about the concerns with the charge port
  opening mechanism not working so they were unable to charge the vehicle. The
  service agent attempted to troubleshoot with ******* as much as possible but
  was not able to resolve the issue under basic troubleshooting steps. The earliest
  date the service agent was able to schedule was for 5/23, but the agent was able
  to coordinate with the service team to get the vehicle in right away and left a
  voicemail on 3/20 letting them know to bring it in as soon as they can.
  On 3/21 the service team arranged for a rental vehicle for the customer to use
  while they ran diagnostics to identify and resolve the issue. Then on 3/29 the
  service team completed the work order and contacted the customer letting them
  know that their R1S was ready for pickup. The service team worked to get a
  pickup date set and was able to successfully return the vehicle back into their
  possession.
  If there are any further questions or concerns, please do not hesitate to reach out
  to me directly.
  
  Rivian
  Internal
  
  ***********************
  **********************************
  **************

• Initial Complaint

  Date:03/12/2024

  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 have an electric vehicle that charges with a CCS charger. While on a business trip recently, I carefully mapped out my plan for charging on the way home , half way through the 5 hr drive. I found a charging through a trusted app. When I got there, I had less than 10 miles left on my car. The chargers were Rivian chargers. I was able to plug it in, heard the mechanism connect, but then saw a notice I was unable to charge. I found out that Rivian set their chargers up to only connect to their brand of cars, no exceptions. Even though it has become an emergency (the closest charger was 20 miles in any direction) they said they were "unable" to override to let me pay them for even enough electricity to get me the extra fees miles I needed to get to the next charger. I understand companies having policies for their product, but to not have any way in an emergency to allow someone to charge is the same as stopping at a gas station and having them tell me I can't get gas at that place. I know this had happened to others, and have a $226 tow charge that I'm now responsible for.

  Business Response

  Date: 03/13/2024

  We are writing in response to the complaint filed with the Better Business Bureau from ************************* regarding their experience with our Rivian Adventure Network DC Fast Chargers.

  
  Unlike our Rivian Waypoint network of public chargers, our Rivian Adventure Network of DC fast chargers is exclusively for Rivian owners. We make sure to label these as such on-site with signage and on our website and support page which can be found here *******************************************************************************************************
  
  If you have any further questions please feel free to let me know.

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

• Initial Complaint

  Date:02/25/2024

  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 have bought a wall charger from Rivian. Their return policy is return and refund within 90 days, but when contacting them (I have been contacting them for 2 months), they always say "will get back to you" but never had. I am uploading all communication through email from first contact. I have phone record with them as well. I have also tried return to their store but they refuse to take it because they said only handle it online.

  Business Response

  Date: 02/28/2024

  We are writing in response to the complaint filed with the Better Business Bureau from *********************** regarding the return process for their wall charger purchase.

  
  Upon receiving the initial inquiry on 1/4/24, ******* expressed the desire to return the wall charger, we informed them that we do not currently accept returns through our Service Centers and that the return process would need to be initiated through our standard mail back return process.

  
  On 1/5, they requested to proceed with the return process,and we initiated the return and communicated the next steps to them. ******* reached out on multiple occasions, seeking updates on the return process, and we provided the necessary information and updates regarding the status of the return.

  
  We let Zichuan know we were working on getting this completed for them and would get the return label to them as soon as possible. On 2/28, we sent the return label, enabling ******* to return the unit back to us well within the stated 90 day return policy. Upon receiving the unit, we will refund the amount owed back to the payment method that was used for the purchase.

  
  If there are any further questions or concerns, please do not hesitate to contact me. 
  
  ***********************
  **************
  **********************************
  

  Customer Answer

  Date: 04/22/2024

  Problem:
  Rivian doesnt issue refund nor reply any inquiries About two month ago, I filed a BBB complain (#********) on Rivian not acknowledging their return policy. With BBBs help, they finally sent me a return RMA. I sent the item back, and two months later, they still havent issue me refund and wont return any message to inquires. I need them to send me the refund asap.

  Business Response

  Date: 04/23/2024

  This is in response to the follow up message from *********************** regarding the status of the refund from the returned wall charger.

  I verified we have the order item marked as returned. Due to some changes in workflows this has slowed parts of the refund submission process. I did confirm the team responsible for submitting the refund request currently have this to action on. 

  I have also made sure to mark this item as urgent needs for processing. We will continue to stay in communication with Zichuan until the refund is received. 

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

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

• Initial Complaint

  Date:12/13/2023

  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.

  Hi, I have booked a Rivian R1S vehicle on May 14th, 2022. Since then I have been waiting for my turn and I got an email from them to configure my vehicle then it will be sent to production. Also, they mentioned once I confirm my configuration the money won't be refunded. At that time my delivery estimation was Aug-Sep 2023. After confirming, unfortunately, the delivery timeline has been changed to Unknown. On further reaching out to them, nobody knows when it will be. I feel this was not the way to lock someone in and keep changing the dates. I requested to cancel my order and refund my money. After 1.5 months I got a response from them saying it's cancelled and they can't do anything with the refund. Several things changed in between and I am not interested in buying this vehicle anymore. So I am requesting BBB to help me dispute this transaction and refund my money. For me every ***** helps with my current situation.

  Business Response

  Date: 01/18/2024

  Response:
  I am writing in response to the complaint filed by ************************************* regarding their experience with
  Rivian.
  On 10/24, the customer confirmed their vehicle configuration and inquired about the updated delivery
  timeline. Our representative responded on 10/26, informing the customer that they were looking into
  obtaining an update on the *** assignment.
  On 11/16, the customer requested to cancel the order and receive a refund due to changes in their
  financial situation and dissatisfaction with the timeline. Our representative responded on 12/13,
  confirming the cancellation of the order and explaining that, as per our policies, the deposit becomes
  non-refundable once the order confirmation process is completed. This policy is communicated to
  customers as part of the order confirmation process and the deposit is applied to the final purchase
  price.
  We have attached the relevant documentation, ActionSteps1 and ActionSteps2, to illustrate the
  customers confirmation of the order and acknowledgment of the non-refundable deposit policy.
  If the Better Business Bureau requires any further information or documentation regarding this matter,
  please do not hesitate to contact me directly.

  Customer Answer

  Date: 01/23/2024

  The point here is, they locked me in when i accepted the configuration and keep pushing the date. That's not the good policy from the business overall. I understand that once configured i am not going to get the deposit refunded. 

  Business Response

  Date: 01/23/2024

  This is in response to the follow from ************************************* regarding his dispute of the non-refundable deposit after confirming their R1 order.

  Rivian makes sure to be transparent during the order confirmation process and requires every customer to take actionable steps acknowledging and confirming that by proceeding with the order confirmation, the initial $1,000 deposit becomes non refundable. This is the signal from the customer of the commitment to purchase the vehicle we are dedicating time and resources to producing for them. 

  We make sure to keep the customer updated with delivery estimates throughout the process and that they are estimates until we are able to match them with the *** of their specific order configuration. On 10/30/23 the guide communicated this and that we were actively working on getting a *** assignment and if nothing was found to match by November, we would update them with a new delivery estimate. 

  The next communication from the customer was on 11/16/23 stating that they decided to cancel the order and requested that we do so.

  If there are any further questions or concerns we can address in this matter, please let us know.

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

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

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

  Customer Answer

  Date: 01/24/2024

  That's what my point is. You shouldn't have locked me in and start searching for VIN. If i was given one date at that time by when i would get it, that is definitely better experience. Not sure what is this VIN search process and its part of the delivery process i think it should have been updated in terms and condtions that is how this company works.

  Thanks

  ******

• Initial Complaint

  Date:11/26/2023

  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.

  We purchased a Rivian R1T in May of 2023 in addition to a wall charger and tonneau cover. The tonneau cover was backordered and delayed and we asked for a refund on 8/31/23 and the request was confirmed on 9/1/23. We have asked for multiple updates and have been told that the request has been escalated, but we still have not received the refund.

  Business Response

  Date: 12/05/2023

  To whom it may concern,

  We are writing in response to the complaint filed by ********************* regarding the refund for the manual tonneau cover purchased alongside their Rivian R1T in May 2023. 

  On August 31, 2023, we advised **** that we could cancel the order for the manual tonneau cover and informed them that the refund process was currently taking approximately 4-6 weeks at least. **** confirmed the cancellation request on the same day. On September 1, 2023, we confirmed the cancellation of the order.

  **** followed up on September 25, 2023, requesting an update on the refund status. Our guide responded, informing them that the refund was still being processed. The Guide assigned sent this to his leads regarding the refund on October 15, 2023.

  The last communication with **** occurred on December 1, 2023, via SMS, letting them know that we are actively working on their refund and would continue to provide updates as soon as we had them.
  
  If you require any additional information or have further questions, please do not hesitate to contact us.

  Your fellow adventurer,

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

  Customer Answer

  Date: 12/07/2023

  I understand the response from *****. However, I find that it completely unacceptable that the refund has not been sent yet. From the original date of confirmation, 6 weeks would have been October 13, 2023. It is almost 100 days since the date of the request for the refund and I am extremely disappointed that I still have not received the refund yet.

  Business Response

  Date: 01/18/2024

  The customer has since received the refund check as of 12/21 and the issue has been resolved. If the
  Better Business Bureau requires any further information or documentation regarding this matter, please
  do not hesitate to contact me directly.

  Customer Answer

  Date: 01/27/2024

  
  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 have received the refund check and consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:11/16/2023

  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 believe Rivian is knowingly using deceptive business practices related to buyers on a wait list who have a vehicle to trade in. I've been on a wait list for two years. I finally got contacted that I had to commit to my purchase to begin the final steps to receiving my vehicle. I had to commit to make my deposit non-refundable in order to proceed. I contacted them stating that I needed to understand the trade in process prior to committing to make my deposit non-refundable. I was informed that I had to commit before they could provide me a trade in value. But was informed that I should use KBB as a guide. And while it will not be exact, it would be a close representation. I committed to proceeding based on that information. Once I was able to proceed to the next steps, ironically, within 1 business day of making my deposit non-refundable, I learned their trade in process. They do not adhere to KBB trade in value charts at all. They use the cash buy option which is 20%+ lower ($9,000 in my case) than the trade in value range. When trading in a 50K vehicle, that number is very significant. I have my Rivian locked in at a much lower rate due to placing a hold long before they raised rates. I believe they are intentionally not disclosing the value they'll provide on a trade in until after a buyer has committed because they are using it as a way to recoup the difference between pre-hold pricing and current market pricing. Note, I have every single exchange that I'm referencing recorded in multiple email exchanges. My emails clearly state I have concern and would like to know the value prior to proceeding. I have their response on using KBB trade in as the tool to get a close estimate. I now have all of their communication after the fact on how they're not going to change the value nor disclose that this is how they're handling buyers who are on the wait list.All of the emails can/will be provided upon request. My assumption is that there are likely 100's of individuals in a similar situation and Rivian is getting away with this deceptive business practice. They should be forced to honor the contractual pricing on the vehicles we placed on hold, they should be required to disclose the value of a trade in prior to committing to making the deposit non-refundable and they should be required to follow through on using KBB trade in value as they referenced.

  Business Response

  Date: 01/18/2024

  We appreciate the opportunity to address the complaint from *************************** regarding the trade-in
  value they received when going through the digital purchase process.
  On 10/27, the customer initially reached out to inquire about the trade-in value for their current vehicle
  before confirming any commitment. After speaking with the initial customer service specialist the
  customer inbounded on 11/3, and expressed concerns about the trade-in offer provided by Rivian, citing
  a perceived discrepancy with the value given by *************** Book.
  The guide responded on 11/15, acknowledging the concerns and highlighting the trade-in tax benefit in
  ******* to offset costs as a solution since the value we gave did not match what they expected based on
  the third-party KBB evaluation. Additionally, on 11/16, our team offered to re-evaluate the trade-in offer
  and provided detailed information regarding the offers alignment with the current market value, along
  with the extended validity period of the offer which is higher than the market standard. We are very
  transparent with our trade-in process and state the factors we use to determine the trade-in value
  which is not supported by third-party tools evaluations. We do not give trade-in values until the digital
  purchase process starts since the offers are only valid for 30 days. The time from placing a reservation to
  
  the digital purchase process is longer than 30 days so any offers made before this point would make the
  value unhelpful if done any earlier.
  On 11/22, our team reiterated that the trade-in process is clearly outlined on our website and explained
  the timing of trade-in offers during the online purchasing experience. That information can be found
  here ************************************************************************
  On 11/22 the customer requested to cancel and receive a full refund of the deposit. Despite the
  commitment to a non-refundable deposit, the guide was able to get an exception approval for the
  refund of the deposit back to the customer.
  If the ********************** requires any further information or documentation regarding this matter,
  please do not hesitate to contact me directly.
  ***********************
  **********************************
  **************

• Initial Complaint

  Date:11/14/2023

  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 put a deposit online of $1000.00 on September 12 2022 and when my time came up I pick out a R1T rivian adventure pkg vin *****************. The staff reach out and told me that I could get delivery on October 28,2023 so I rush to the bank on the 27 of October 2023 and had my bank print out a check for the balance that I owed for $57,797.60 and the bank overnight the check by ***** so they could receive it so I could pick up the truck.The total price of the truck was $90,677.60 and by October 28,2023 the truck was paid in full with full coverage of insurance.Then the games began was told that the check needed to be clear so I wasnt able to pick up the truck.then November 1,2023 was my 2nd delivery day and they had canceled by text and on the rivian website because they claim that the truck had a few warning lights on and that they will not be able to deliver until engineering figured out the problem and its 100% sure.On the 13th of November 2023 was my 3rd delivery attempt and was told that my truck was ready and had been inspected the day before to make sure that there was no problem.On that day I found out the truth that I think happened which was that my truck was in some kind of accident during transport and they took it upon themselves to take it to a body shop because when I inspected the truck you could see the over spray and even bon-do in the inside of the hood plus blemish on driver side fender where body shop work.On the passenger fender side looks like sharp cuts that goes through the paint.I took pictures of most of the damage and ask to speak to the manager and the manager tried to do the right thing after seeing what I pointed out and quickly said not to worry that he will get me into another truck if I wanted only because it was limestone color and not la silver which was my configuration and I had said yes that I was ok with that but when he communicated to the guide that is in charge.she said that I will have to paid extra.which I think its #f#

  Business Response

  Date: 01/28/2024

  In response to the complaint filed by ************************* we would like to provide the following information:The customer was initially scheduled for delivery on October 28, 2023. However, due to concerns with the vehicle, the delivery was delayed.After identifying the concerns with the initial vehicle, our guide, *****, worked to find a replacement vehicle that matched the customers configuration. On 11/27/23, the customer was matched to a vehicle meeting their requested features and was discounted to match which required many approvals. The delivery for the new vehicle was scheduled for 12/6/23. The customer has since taken delivery of the new vehicle. We took steps to address the situation by providing a replacement vehicle that matched the customers preferences.If the Better Business Bureau requires any further information or documentation regarding this matter, please do not hesitate to contact me directly.

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• Initial Complaint

  Date:11/02/2023

  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.

  Purchased/took delivery of RIVIAN R1S and Charger on June 30 2023. Due to time constraints, the RIVIAN guide was not able to remove the charger from initial purchase. Guide advised to wait until charger shipped out and customer to execute return. I followed ********************** procedure and successfully returned. Confirmation and notification of refund within 3 business days received on August 15 2023. It's now November 2023 and I'm still regularly requesting the refund; latest RIVIAN guide status is "reached out to the proper teams to look further into this for you".

  Business Response

  Date: 01/18/2024

  In response to the complaint filed by *********************, we confirm that the refund check for the returned
  Rivian wall charger was sent to the customer and received on 11/30/23. The last communication with
  the customer was on 11/21/23, when we provided the tracking number for the check.
  If the Better Business Bureau requires any further information or documentation regarding this matter,
  please do not hesitate to contact me directly.
  ***********************
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  Customer Answer

  Date: 01/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution was satisfactory to me and consider this lingering complaint resolved.
  
  Regards,
  
  *********************