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

  622 Morrow St Austin, TX 78752

• 

  Rivian Automotive, LLC

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

• 

  Rivian Automotive, LLC

  740 N Five Mile Road Boise, ID 83713

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:02/07/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a preorder Oct 2021,Then received an email on Dec 2021 stating my delivery window will be the first half of 2023,Then as we all know, they increased the price on new and preordered vehicles on March 2022, to just later honor preorders,In April 2022, an email goes out stating some colors are going to cause delays, so I updated my configuration in hopes to pushed my vehicle closer, not before confirming this will not in any way push my order back at all,In June 2022, another email goes out stating preorders that had a 2022 window will be moved to later, no other window given,On August 2022 an email goes out stating that if we do not sign the preorder binding agreement, we will miss the federal tax credit (not the company's fault, but now we have a binding contract signed),In September 2022 we finally received an email stating that the Rivian porta will soon have a delivery timing estimate, which I'm sure was requested by many, including me, and for the company to alleviate hours of follow-*** daily, but I'm just speculating,In October 2022, I received an email stating my delivery window was now live in the portal, this window was pushed now to the 3rd quarter of 2023, I reached out to confirm my window was not pushed back because of my configuration changed, and they assured me I held my spot in line,January 2023, email goes out with new window updates, looked on the portal and now my order is pushed to the 4th Q of 2023.If a new order is placed, it looks like the same window or 1st Q of **** is given, which looks like the people who believed in the company and placed an order years ago, prior to their March price hike, are pushed back, in order to prioritize the people who are paying their 20% more and now are jumping the line.I reached out to the **** since they claim, this new delay is based on the fact that they are opening a new center closer to me, and just can't understand how that makes any difference.

  Business Response

  Date: 02/10/2023

  To Whom It May ****************** February 7th, 2023, ****************** contacted **************** via chat about his estimated delivery window. It was explained that ********************** delivery window was adjusted due to a service center capacity. 
  
  A ************** can only perform so many deliveries in a given day, week, or month. When there are disruptions to delivery throughout (from the ************** launching later than planned, shipping delays with vehicles, shifts in operating hours, etc.), it can have a ripple effect on the delivery timing for customers in the area.
  
  In addition, it was explained to ****************** that specific delivery window estimate is based on the delivery location, configuration, and original preorder date. Its also influenced by how we batch production of vehicles at our plant, supply availability and shifts in customer preference.
  
  We invite ****************** to contact us at rivian.com/support if further assistance is needed. 
  
  

• Initial Complaint

  Date:01/30/2023

  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.

  I paid for a Tonneau Cover. It was paid for with the purchase of the Rivian R1T in December 2022. It has not been manufactured by Rivian (still in design) so I have not received it and I have sold the R1T. No cover is needed. I was instantly charged $862 but Im being told by my Rivian Rep that it can take over six weeks to get my refund!!! I would like my refund just as quick as I paid! I have not purchased anything so I want my refund much quicker than another 6 weeks. I requested it 4 weeks ago already!

  Business Response

  Date: 02/06/2023

  To Whom It May ****************** January 26, 2023, ***************** contacted his Rivian guide and requested a refund of the Manual Tonneau Cover that was included in his vehicle configuration but not available when his vehicle was delivered. On January 30, 2023, ********************** guide initiated refund of the Manual Tonneau Cover. Rivians Accounts Payable team has confirmed receipt of the refund request and it is currently in process.
  
  This matter has been addressed.

  Customer Answer

  Date: 02/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:11/03/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I preorderd a car in 2021 and i just got my delivery date of ****. If i place a new order now on rivians site you are advertising a 2023 delivery date. It is false advertising as my car i ordered a year ago wont arrive till ********************************* 2023?I would like to speak to someone about this matter and will be contact the ********** and New York ************************ as well as other consumer protection authorities. Thanks

  Business Response

  Date: 11/04/2022

  Thank you for taking the time to share your feedback with us, as were always looking to improve the customer experience for our ********************** Community and apologize for any inconvenience this may have caused. Within the Preorder Agreement, Rivian has stated there is no guarantee to a delivery date based on your preorder. Your specific delivery window estimate is based on your delivery location, configuration, and original preorder date. Its also influenced by how we batch production of vehicles at our plant, supply availability and shifts in customer preference.
  
  We invite you to review section 1 and section 5 of the Preorder/Reservation agreement at rivian.com/legal/preorder. If further assistance is needed, please contact us at rivian.com/support.
  
  

• Initial Complaint

  Date:10/30/2022

  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.

  Company with unethical management of preorders for cars. Preorders clearly stated first come first received. I preordered vehicle 2 years ago approx and received notice that they are changing their preorder delivery prices based on location in US This was never posted as a priority until this week and very unethical when I need the car and had I known this issue would have purchased a different car. Company changing the rides mid stream and other future customers should be warned.

  Business Response

  Date: 10/31/2022

  Thank you for taking the time to share your feedback with us. Were always looking to improve the customer experience for our ********************** Community and apologize for any inconvenience this may have caused. Within the Preorder Agreement, Rivian has stated there is no guarantee to a delivery date based on your preorder. Your specific delivery window estimate is based on your delivery location, configuration, and original preorder date. Its also influenced by how we batch production of vehicles at our plant, supply availability and shifts in customer preference.
  
  We invite you to review section five of the Preorder/Reservation agreement at rivian.com/legal/preorder.If further assistance is needed, please contact us at rivian.com/support. 

  Customer Answer

  Date: 10/31/2022

  future customers need to understand that this company is changing it rules hmon who received a car from the preorder listin very unfair ways 

   

  I want this complaint posted to the BBB website so future potential customers of Rivian are fairly warned about how this company makes day to day decisions best for them and not for their customers. 
  

  Furthermore,  Rivian should be required to place on their web site in hold print his tgeir decisions to send you a car is changed daily, not in fine print.  

   

  Thus company should be graded a D for business practices with their customers who have preorder .  They do not stick to their word.  

  Business Response

  Date: 11/04/2022

  Thank you for taking the time to share your feedback. As we've communicated previously, the Preorder Agreement is present on our website and can be located  at rivian.com/legal/preorder. This agreement is accessible to the general public along with new and existing customers who inquire about it. If you have any specific questions, we encourage you to contact us at rivian.com/support for further discussion 

• Initial Complaint

  Date:10/28/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid a $1000 dollar deposit for a pre-order on a Rivian vehicle (R1S) in spring of 2019, with an initial delivery date given as fall of 2020. The pandemic did delay orders initially, but I was then promised a delivery date of September 2021. In August 2021 I was notified that my order delivery date would be postponed to February of 2022. February 2022 came and no vehicle. I was then told delivery would occur **** or July 2022. No delivery by July, and after a complaint filed with the company I was told my new delivery would be assured between October-December 2022. I had contacted them multiple times in October 2022 and was re-assured that my delivery window had not changed. I just received an email from the company stating my delivery window has been moved again to February of 2023. I tried to contact the company via chat and phone multiple times and they have disabled those customer services for order holders. At some point when they do not deliver what was promised, this could be construed as fraud. Orders are being filled for some customers, but slowly. I believe I deserve an explanation from the company and would like the BBB to discourage this misrepresentation.

  Business Response

  Date: 10/31/2022

  Thank you for taking the time to share your feedback with us. Were always looking to improve the customer experience for our ********************** community and apologize for any inconvenience this has caused. On 10/28 we shared that your window has moved back due to an adjustment to our initial build plan. We produce many vehicle components ourselves and work with hundreds of suppliers to get the parts needed to build your Rivian. Depending on supply, we shift our build plan as needed to keep producing vehicles at a steady capacity and adjust delivery estimated based on our understanding of our supply chain.
  
  We appreciate your long-time support, and invite you to contact us rivian.com/support if further assistance is needed. 

  Customer Answer

  Date: 10/31/2022

  This is not an explanation or a remedy. This is merely acknowledging the delinquency. My delivery has been "delayed" 5 times in the last 3 years despite reassurances from your customer service department.  Only 2 weeks ago when I contacted your department I verified my delivery window (again) to be Oct-Dec of 2022, and this was confirmed by your representative. He reassured me that this window was indeed accurate. Rivian is delivering these vehicles currently and I believe That the company needs to honor this agreement.  I tried to contact your customer engagement team by phone and chat on October 28, and neither of these contact methods were operational on your end. I feel this is a deceptive business practice. It's extremely disappointing that there is no attempt by the company to communicate honestly their production and delivery capabilities and they are hiding from dissatisfied customers. I would appreciate a call from someone in management to specifically speak to me about these concerns. Thank you.

  Business Response

  Date: 11/02/2022

  Thank you for taking the time to share your feedback and we sincerely apologize for any inconvenience this has caused. Our records indicate that you were  successfully able to connect with a manager on 11/2 to discuss the preorder further. We appreciate the call and invite you to contact us at rivian.com/support if additional assistance is needed. 

  Customer Answer

  Date: 11/04/2022

  
  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.  The business has contacted me and has explained the problems to my satisfaction. Thank you for your assistance in this matter.
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:10/18/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a Rivian R1T truck on 10/11/21. We selected additional equipment options which included a spare tire at a cost of $500. Our truck was delivered on 9/28/22 (VIN# *****************) but did not include the spare. We tried resolving the problem with our assigned representative/guide and they first claimed a spare was not ordered. I pushed back and they then said we removed it on 8/17/22 but we unequivocally deny that. Rivian has had some widely known production challenges. An example is an email dated 5/13/22 where they removed a tonneau cover and asked us to add it back in if we wanted. On 8/10/22, we received an email to approve a "binding contract" which we accepted right away - this was right around the timeframe when they claim we removed the spare. We believe Rivian may have inadvertently removed it from the build.In our communications with Rivian, the representative recommended we go through their online store and order the spare. We tried and they don't have them but forwarded me to a service specialist which can order one but for $1,308 which is excessive in our opinion.Rivian increased pricing of the spares from last year and now costs $750 if adding to a new order. To show good faith, we agreed to pay the $750 (vs. $500 we signed up for) but were still denied by Rivian. Attached is a snip showing the spare was on our order (but that picture is dated 3/3/22 when Rivian created a widely criticized uproar with pre-orders)Our position is Rivian made a mistake with the build and should honor the original signup.Thank you for your consideration and assistance.

  Business Response

  Date: 10/27/2022

  Thank you for taking the time to share your feedback with us, as were always looking to improve the customer experience for our ********************** Community and we apologize for any inconvenience this may have caused. After further review, a refund was issued and applied to the difference.  A service appointment has also been scheduled at a future date for the spare tire to be installed.
  
  If further assistance is needed, we invite you contact us at rivian.com/support. 

  Customer Answer

  Date: 10/27/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:10/03/2022

  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.

  I bought a new 2022 Rivian R1T from Rivian. It was delivered to me by them on 07/27/2022. My trade value and deposit exceeded the price of my new Rivian by $5959.75. I have asked the company about 100 times to send me my refund for over payment. They just don't send it to me.

  Business Response

  Date: 10/07/2022

  ****************:
  
  We are in receipt of Complaint ID#: ******** from customer ************************* regarding the processing of his trade in value balance owed (overpayment).
  
  We have validated that **************** did make an overpayment in the amount of $5,759.75 (the Refund Amount).  Rivian has initiated the process for issuing to **************** a check for the Refund Amount.  Rivian contacted **************** via email with an update on the overpayment check on September 23, 2022 and October 3, 2022. 
  
  Based on available ****************** Rivian believes *************** received the overpayment check on October 4, 2022 and his complaint has been remedied.
  
  If you or **************** have any further questions related to this matter, please contact me at ***********************************
  
  *******************************
  Team Lead, Delivery Experiences & Escalations

  Customer Answer

  Date: 10/07/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************