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

  620 116th Ave NE Bellevue, WA 98004

• 

  Rivian Service + Demo Center

  800 Bradley Hill Rd Blauvelt, NY 10913

• 

  Rivian Automotive, LLC

  400 Newbury Street Suite 900 Boston, MA 02115

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:07/29/2023

  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 pre-ordered the R1S almost 3 years ago yet havent received my vehicle. Within the last couple weeks I was informed the vehicle will be ready soon. They made me sign all the paperwork, get all the money to them so everything is done when it arrive in MI. I go today to a test drive site, try to reach out to my guide being that I was instructed to do so only to find they dont work nor have anyone Available on weekends-So absolutely no direction available whatsoever. After I get there I happen to see a Rivian with the same color interior I ordered. It looks absolutely NOTHING like what they put on the website, not even close, my family is extremely disappointed at how incredibly ugly their green color is in person as am I. I call the 800 number&nobody can answer anything. I even asked the workers in **************** location&they said that only your guide can help in this type of situation-GREAT, workers on site that have no clue on what to do but do 100% agree the colors are very different. The 1 employee/gentleman stated he has been trying to get his superiors at Rivian to get him samples because this ALWAYS happens with colors as customers are dissatisfied. I get online&go to the chat on Rivian website. The representative tells me to stop payment on the checks, I ask for verification if this is what needs to happen, they turn around & say they dont know. I have screenshots of this entire conversation where ** being told to do something&then being told not to. The person then tells me someone from the guide team will reach out today&wouldnt you know it, not 1 call or email. These are almost $100,000 vehicles yet this company operates where nobody knows a thing & cant advise on anything because its a Saturday, if your guide isnt around youre on your own. You are distributing vehicles to the entire US yet cant support customers nor problem solve on the weekends?? Unacceptable. I want Ocean coast+Dark Ash color. The sites a gross misrepresentation of color.

  Business Response

  Date: 08/01/2023

  Thank you for taking the time to share your feedback and we sincerely apologize for any inconvenience this has caused.
  
  Our records indicate that your Rivian Guide was able to connect with you on and further discussed this manner with you on 7/31 and 8/1. 
  
  If any other questions arise, we invite you to connect with us at rivian.com/support.

  Customer Answer

  Date: 08/01/2023

  Your Guide absolutely wasnt able to assist when needed. Your guide did nothing to RESOLVE the issue on EITHER of those dates. I still have no indication on a match or date after waiting 3 years. The problem is not resolved. Please look up the word RESOLUTION. You people have no help for customers on the weekends either. Only The guide who is available Monday through Friday. Please do not respond back with zero resolution. This is what we call dancing around the issue. Rivian is developing a bad name for themselves already and based on that terrible response its easy to see why. I want to know when I can expect my vehicle. You people grossly misrepresent colors on the website and then give no time frame at all as to when you can fix the issue YOU created by being dishonest and deceitful. I want a date. I also want to know when my checks will be returned being that after ************************************* the mail based on the tracking information. Absolutely disgusting. Please look up RESOLUTION and understand it prior to sending another bogus response.

  Business Response

  Date: 03/28/2025

   

  We are sorry that Mr. ***** sales and delivery experience did not meet his expectations. Mr. **** is located in ******** where manufacturers are prohibited from selling directly to consumers and Rivian must support Michigan customers selling under its Illinois dealers license. At the time, ***********************s ******************* was working Monday through Friday hours to help prepare customers for taking delivery of their ********************** vehicles. Rivian is prohibited from displaying vehicles for sale at its **************** location and other ******** locations. Onsite vehicles are limited to those in service and those being prepped for delivery to customers only. It is ***********************s process to let customers visually inspect and drive their vehicles before taking delivery to make sure the vehicle meets their needs and preferences. Rivian must also be careful to comply with salesperson licensing requirements and blue laws, which can also impact operating hours and availability for its sales and delivery teams. 

  
  

  While Mr. **** was preparing for delivery of his R1S, he was able to take an educational demo drive and communicated to Rivian on 7/30/23 that he would prefer a different interior color after being able to view the original interior color he ordered in person, which he felt was not representative of how it appeared online. A similar configuration with desired interior color was located for Mr. **** and he was able to take delivery of his Rivian R1S on 8/25/23.

  
  

  The checks referenced in the complaint were returned to Mr. **** lender on 8/1/23. Unfortunately, *** tracking data is not available after 120 days to demonstrate when delivery of the checks occurred. *** tracking was 1Z90AF250300405204. This is the same lender Mr. **** worked with to finance the Rivian vehicle he purchased in late August of 2023.

   

   

  Customer Answer

  Date: 03/28/2025

  I want everyone reading this to look at the time this was filed and to the time Rivian responded. This is a crime example of why Rivian currently is failing. I no longer have to worry as I got fed up with their nonsense and excuses. Rivian will never recieve a ***** from myself or my company again.

• Initial Complaint

  Date:07/28/2023

  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.

  Purchased a used Rivian R1T from a dealer in *********. Provided the documents showing proof of ownership and still not able to have access to the full functions of the vehicle as Rivian has not processed the transfer on their end. Now I have a vehicle that I am limited in using as the company is not properly equipped to update the ownership.

  Business Response

  Date: 08/07/2023

  Thank you for taking the time to share your feedback. 
  
  We're always looking for various ways to improve our processes and sincerely apologize for any inconvenience this has caused. 
  
  Our records indicate a Rivian Guide was able to complete the transfer of ownership successfully. 
  
  If any other questions arise, we encourage you to connect with us at rivian.com/support. 
  
  Case closed. 

• Initial Complaint

  Date:07/13/2023

  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.

  Before Wednesday 5 July 2023 I started the process of purchasing a 2023 Rivian R1T. I acquired an Auto Loan on the 5th. Thursday 6 July I received the check for the loan and also procured a cashiers check for the down payment and sent both of the checks ***** overnight to Rivian with the hopes of receiving the vehicle on that Saturday or Monday. I received notification that they could not deliver the vehicle on either day and was scheduled for Tuesday at 9 am. By Monday 10 July they had already completed the documentation for my registration as well as my car insurance, When the information appeared on my Rivian account it showed that the vehicle had 100 miles already on it. Ok, no worries. Later that day I received a call from my Guide stating that they found an issue with the vehicle and that they had to schedule for a later time either 3:45, 5 pm or even the next day (12 July). I accepted 5 pm and reminded my guide that I could not do anytime after that until the 24th. Keep in mind I still have the previous car loan that they had gotten the 14 day payoff for. Here I am on the 11th super excited to be picking up my new vehicle. I ran a couple of errands and headed towards the *************** While I was en route I reached out to my Guide to see if they could change my time to 3:45 since I was already on my way, He reached out to them and found out that they couldn't even deliver the vehicle. So here I am with two loans and no new vehicle. Since there is already 100 miles on this vehicle I am also confused how they did not identify the issue sooner. I was only informed of this because I called, I have to drive at a minimum of an hour and a half (without traffic) to get there. I brought up the insurance since they had already changed the insurance to the new vehicle and I was told to call my insurance (but it was changed by Rivian...). Not sure how much more will be owed for the loan now that the price will increased from the last 14 day payoff.

  Business Response

  Date: 07/14/2023

  
  Thank you for taking the time to share your feedback and we sincerely apologize for any inconvenience this has caused.
  
  Our records indicate that your Rivian Guide was able to connect with you and discuss the manner further.
  
  If any other questions arise, we invite you to connect with us at rivian.com/support. 

  Customer Answer

  Date: 07/15/2023

  Good evening, I would love to see where the Guide explained to me what was going to happen with my loan, since the 14 day payoff will expire before it is paid off.  As far as what the mileage on the vehicle was and why they just found this issue the day before delivery, again this was not addressed by the guide.  All that was told to me is they had to order the part and that they cannot deliver the vehicle at any of the designated times and thank you for my understanding.  The closest thing that was addressed was the insurance as he stated that he used to be an insurance agent (in *******) and that the insurance was good for thirty days to make sure neither of the vehicles would not lapse with coverage and that I needed to reach out to my insurance agent to see what the coverage is in MA.  This is the last conversation I had with my Guide.

   

  Business Response

  Date: 07/20/2023

  Thank you for the feedback. 
  
  Our records indicate that you were able to connect with your Guide about the manner. 
  
  If you have any other questions or comments, we encourage you to reach out to your Guide for further assistance.
  
  Case closed. 

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a crossbar accessory for my vehicle. I returned it back in November of 2022. Since that time there have been multiple commitments to refund my money and my rivian guide keeps saying they're working on it. I've been paying interest financing for an accessory I returned over 6 months ago.I filed a state attorney general complaint and will be filing a small claims issue shortly.I love the truck, but I've been more than patient waiting.

• Initial Complaint

  Date:06/06/2023

  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.

  We had placed preorder about 2 years ago. Finally car was ready for delivery but had damages to back hood and scratches under the frunk along with door misalignment. We talked to the manufacturer and they agreed to address these issues with priority after delivery. Now there has been no contact from the manufacturer on scheduling the delivery of the car and we are sitting with a large amount of money in a cashier check not knowing what to do. Have called in customer service multiple times who promised a lead/supervisor would contact back and address the issue but there is complete lack of transparency as to what is going on and when delivery will be scheduled.

  Business Response

  Date: 06/20/2023

  To Whom It May **************************************** successfully scheduled delivery on June 6th, 2023 and took ownership of his R1S on June 7th, 2023. 
  
  If additional assistance is needed, we encourage ****************** to contact us at rivian.com/support
  
  This manner has been addressed. 
  
  Case closed. 
  

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 paid for my RS1 Rivian SUV prior to pickup $91,000.00. Before picking up the vehicle I had cancelled the transaction, this was at the end of March beginning of April 2023. I was told I would not receive a refund until the charging unit that was sent to me was returned. I took the company several weeks to send the return label for the charging unit. The charging unit was finally returned on May 18, 2023 and I have yet to receive any notification regarding my refund. I have been unable to get resolution from anyone in the company nor have been given any up dated time frame as to when my money. I am extremely frustrated.

• Initial Complaint

  Date:04/14/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 paid Rivian a $1000 fully-refundable reservation fee for the R1T truck on 10/7/22. In late March of 2023 I was told the vehicle was nearly ready for pickup. At that time, Rivian shipped me a $750 charging kit for the vehicle I had reserved. I was not charged anything additional for the charging kit, as I assume it would be paid from the reservation amount or when the vehicle was eventually financed/purchased. Roughly two weeks ago, I decided to cancel the reservation due to the recent price increases and the negative press about the company's viability. I asked for a refund and a return shipping method for the $750 charger. It has been two weeks, I have followed up multiple times, and I have still not received a return shipping label or an estimated date when I will receive my refund. I want the label and the refund ASAP, as now I wonder if I will ever receive it.

  Business Response

  Date: 04/20/2023

  Thank you for taking the time to share your feedback. We're always striving to improve the customer experience for our ********************** community and we sincerely apologize for any inconvenience this may have caused.
  
  We invite you to connect with ** at rivian.com/support to further assist. 

  Customer Answer

  Date: 04/20/2023

  I have contacted Rivian Customer support on multiple occasions. Each time, they say I will get my refund and the shipping label for the charger that was shipped to me. I want the refund and the label sent to me ASAP.

  Business Response

  Date: 04/24/2023

  To Whom It May ************************ April 13th, 2023 ****************** was notified by his Guide that his request for a shipping label has been escalated and it will be forwarded to ****************** as soon as it's available. 
  
  We invite ****************** to contact ** at rivian.com/support if any other questions arise. 
  

  Customer Answer

  Date: 04/25/2023

  It has been ~20 days since I first requested a refund and a return label. These are both things which can be very easily accomplished by Rivian, yet I still have not received my refund or label. I do not accept the fact that the label request was "escalated" as a satisfactory response. I want the label and a refund for my $1000 deposit before I close this case.

• Initial Complaint

  Date:04/12/2023

  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.

  06/05/2022 my reservation as confirmed for a Rivian R1T.03/13/2023 I received email correspondence with an assigned "Rivian guide" and request to configure my Rivian.03/16/2023 my demo drive was scheduled 03/18/2023 Rivian gear was delivered 03/22/2023 Rivian vehicle arrived ready for pick-up, payment was processed, paperwork executed 03/24/2023 Rivian R1T was picked up and in my posession. I was told there is a 7 day ***** mile trial period with no fees or penalties.03/25/2023 I ordered cargo cross bars since they did not come with the vehicle.03/27/2023 I notified Rivian of my intent to return the vehicle and scheduled a return appointment 03/29/2023 I confirmed an apppointment for 03/31 @ 2PM to return the vehicle.03/30/2023 I was provided electronic paperwork and incorrect amounts for the refund. After multiple days and ****** going back and forth 03/31/2023 I returned the Rivian R1T as scheduled. Despite having an appointment no one was there to greet me and the staff on-site had no clue what to do or what was going on. They took a walk through video confirming the vehicle was returned in LIKE-NEW condition, took the key fob and took posession of the unopened gear (home charger + cross bars) assuring me that a full refund would be processed through the same payment used within 7 days.04/07/2023 I had not received any refund or communication and checked-in with the assigned Rivian guide, and was told that the refund takes **** days.04/10/2023 I followed up again confirming it was now 12 days since the return and no refund was received. I was told that the vehicle did not show in the system as returned until 04/04/2023 and it would be 7 days from that date.04/12/2023 I followed up as it is now 14 days, and the amounts I was being told were still incorrect. After multiple back and forth Rivian said I would receive 4 separate checks but could not confirm dates on reimbursements. I have not been made whole and am owed $13,500.

  Business Response

  Date: 04/16/2023

  Thank you for taking the time to share your feedback and we sincerely apologize for any inconvenience this has caused. Our records indicate that your Rivian Guide was able to connect with you on 4/12 and further discussed this manner with you.
  
  If any other questions arise, we invite you to connect with us at rivian.com/support. 

  Customer Answer

  Date: 04/16/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, the guide has changed the instructions a dozen times and changed his story every time he communicates.  What was supposed to be an ACH direct refund has now become 4 separate paper checks with no time table 
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:03/11/2023

  Type:Billing 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 ordered a Rivian EV R1T truck on in 6/2022. My father ordered the same truck one year prior. While awaiting the truck I ordered with a 1000$ standard deposit rivian both raised the price, received much criticism, then subsequently lowered the price back to what it was prior. My father's rivian was delivered 12/19/2022. As you can see the truck he ordered which was identical to the one I ordered was priced fundamentally differently- for the same product. Please see attached images. By the time I finalized my truck order it was **** dollars for the 4 motor truck (charge did not exist prior), and another **** dollars for the 320 mile battery pack (charge did not exist prior). In effect ***************************************************************** under 6 months without notification to the customers or general public. This has large ramifications obviously and could be subject to a class action lawsuit.

  Business Response

  Date: 03/13/2023

  To whom it may concern,  
   
  On March 12th, ****************** contacted Rivian **************** in regards to pricing and it was communicated that reservations placed after March 1st, 2022 are subject to the new pricing structure - ****************** placed a reservation in June 2022 and is subject to said pricing.  
   
  A preorder cancellation was requested and processed, refund expected to be available within **** business days.   
   
  This matter has been addressed. 

• Initial Complaint

  Date:03/08/2023

  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.

  March 7th, 2023 my wife and I took our Rivian R1T to the car wash. We put the truck in "Car Wash Mode", which is supposed to lock the truck lid and turn off the touch sensor on the charge port door. While in the car wash I notice the charge port door open, I quickly pushed the "close charge port" button, but it kept opening up during the wash. Unfortunately during the wash, the defective sensor or defective software led to the charge port door being ripped off my truck. I quickly called Rivian Service and they state this is not a service item, but rather an issue I need to take up with my insurance company. I posted this issue to a closed Rivian ************** and received ~100 comments stating that this is a known issue by Rivian, a recent update to the Rivian software "broke" the car wash feature and Rivian should 100% stand behind this defect. I would like Rivian to repair the damage to my truck and fix the defect.