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Business Profile

Automobile Purchasing Consultants

Rivian Automotive, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Automobile Purchasing Consultants.

Complaints

This profile includes complaints for Rivian Automotive, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Rivian Automotive, LLC has 161 locations, listed below.

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    Customer Complaints Summary

    • 111 total complaints in the last 3 years.
    • 60 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/15/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On April 10th, 2025 I found a vehicle on the Rivian website that stated it was available for delivery within a week. I applied for financing and I was approved, so I paid the $15,000 down payment in order to schedule a pickup/delivery time. My delivery time was set for April 15th at 1:00. On Monday April 13th I was told that the delivery had been canceled because of a problem/inspection issue with the vehicle. I have not received a delivery time or been told any helpful information regarding when I will receive my vehicle. As of now I have given Rivian $15,000 and am contractually obligated to make payments on a vehicle I do not possess and have no timeline for when I will.

      Business Response

      Date: 04/16/2025

      Good Afternoon:

      Rivian has reviewed Mr. ****** complaint, ID ******** and would like to continue to work with Mr. **** to resolve and assist him with the purchase of a R1 vehicle.

      I have reviewed with the inside delivery team who will work to deliver the original VIN when the quality issue is resolved or match Mr. **** with a different VIN that matches his desired configuration. Currently, there is no timeline on this. Mr. ****** loan with Rivian Finance has not yet been funded, so no monthly payments are due or being incurred.

      Alternatively, if Mr. **** prefers, Rivian can cancel this order and begin the process to refund the $15,000 vehicle down payment received.

      I encourage Mr. **** to contact the Rivian inside delivery team directly at *********************************** to confirm how he would like to proceed.

      ***** *****

      Counsel, Consumer Engagement, Legal

      Customer Answer

      Date: 04/17/2025


      Better Business Bureau:

      I was contacted by a Rivian customer service representative and we worked out a solution in reference to complaint ID ********. The planned resolution is satisfactory to me at this time. I will wait for the business to perform this action, and if it does, will consider this complaint resolved.

      Regards,
      ****** ****

       

    • Initial Complaint

      Date:03/24/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      In September of 2024, I put in an order to lease a Rivian R1T. I paid the full deposit + fees for $11,800.12 as part of the financing process. While waiting, a sales *** let me know another VIN was available sooner with a discount for quarter close. However, I'd have to submit the deposit + fees again since it was for a different vehicle. I was told I would then be refunded for the first deposit in ***** weeks. After dozens of emails and calls to sales, my Rivian guide, and their regional team, I finally received a refund of $10,800.12 on 2/17/25. I was told in writing on 1/9/25 that "Once the check arrives, we can then initiate the Credit Card refund for the $1K order fee (different from the Plaid payment being refunded)." However, Rivian has completely stopped responding to my calls and emails about this remaining $1,000 refund. They also refuse to give a direct number to contact anyone - everything is a single central number answered by people that don't know what is going on.All I want is to close out this matter after over six months of dealing with it. I like the vehicle, but the customer service is so bad I will never buy from this company again no matter how cool or innovative their vehicles are. Please contact me so we can square this away.

    • Initial Complaint

      Date:03/21/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Repairs and ******************* In April-May 2024, Rivian ********* and Exotic Car Paintworks repaired the rear right suspension of my R1T. Rivian explicitly directed me to Exotic Car Paintworks, assuring that using this certified body shop would keep my warranty intact. Following their guidance, I paid $31,400. During the months-long repair, Exotic Car Paintworks sent the R1T to the Rivian ************** of ********* for the right rear wheel suspension work as part of the collaborative effort.Current Suspension Failure: On March 11, 2025, the same right rear suspension collapsed under normal driving conditions. This is the same area Rivian and its recommended shop repaired in April/May 2024. There was no impact or accident causing this failure, and no evidence supports such a claim.Unsubstantiated Denial: Rivian ***************** claims the failure is due to "impact damage noted on the ** tire sidewall," without evidence proving this caused the suspension failure instead of being a symptom. This seems like an attempt to deflect blame from faulty repairs or poor workmanship. Rivian has provided no proof that driver error caused the collapse of the right rear suspension they rebuilt in May 2024no technical diagnostics, sensor data, stored vehicle footage, or any documentation linking the failure to specific misuse has been presented by the service shop. Instead, this appears to be an attempt to shift blame, rather than admitting to a defect or inadequate repairs.Rivians Responsibility: Since Rivian ********* and Exotic Car Paintworks conducted and certified the previous repairs, Rivian must ensure the integrity of their work. The failure of the same suspension suggests poor workmanship or an undiagnosed issuenot negligence.Action Needed: I request Rivian honor the warranty and repair the suspension at no cost. As Rivian refusing, I seek your intervention to ensure Rivian fulfills its warranty obligations, completing repairs with diligence and quality.

    • Initial Complaint

      Date:03/07/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 leased a R1S from Rivian approximately 9 months ago. At the time, part of the lease was a promise to provide an adapter for the charging port to be able to access the **** charging network. We were provided several written statements that these should be delivered last summer. It is now about 9 months past when we were told this would arrive. I believe that the business is attempted to go back on their written statements. Today they told me the adapters are available to purchase in our store. Perhaps you should purchase one and then when the one that is owed to you arrives you can try to sell it. They were unable to provide any statements as to why they could not provide one that they have for purchase as the one that is owed to me and could not explain why it is taking so long. With the suggestion to purchase a product that is currently owed to me by the company, I think this goes beyond delay and is an attempt to get more money out of a person for products that are already owed to them.

    • Initial Complaint

      Date:03/05/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Rivian sells electric vehicles (EVs) and they price those vehicles based on the range they claim for driving after a charge, the features of the vehicles, and the ability to get the vehicles serviced in a timely manner as claimed by the warranty contract.The reality is - the vehicles do not deliver on the advertised range (270) miles for my specific vehicle. It rarely displays anything near this range - usually in the ******* max range. Vehicles with that limited range cost significantly less than what I paid for the increased range of 270 miles (that it rarely if ever reaches).For warranty and service - the service center is overrun servicing Amazon EV delivery trucks - and they do not have capacity to service Rivian consumer/customer vehicles in a timely manner. Service requires a 3 month wait to get an appointment - even if the vehicle is having serious and/or dangerous service issues (like sensors not working, map not working, range not as specified).Also - they do not have any cost-effective service for basic items (like getting a wheel and tire replaced after a flat tire). They require the vehicle (no matter where it is located in the state of ********) to be towed back to ****** - to their service center - to change a flat tire. And even then - it takes them a full week to change a tire!Desired Resolution - request the ability to return the car now and end lease agreement with no penalty. Rivian clearly cannot fulfill their warranty contract obligations and also have falsely advertised the actual mileage range of the vehicles.

    • Initial Complaint

      Date:02/20/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Friday 2/14/2025, I was interested in purchasing a Rivian. So I placed an order with a $500 deposit, which I knew to be non-refundable. But I was declined financing by Rivian, which you have to place the deposit to complete the order to even see if you qualify for financing. They did nothing but process my financing application, which was declined, and now refuse to refund the $500. In other words, to see if you qualify for financing, you have to place the deposit, but if declined, they just keep the deposit. This is an extremely shady process and they are literally scamming people, like myself out of the deposit.

    • Initial Complaint

      Date:02/20/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      To Whom It May Concern:Rivian has blatantly failed to file the ***-mandated time-of-sale report for my 2024 RS1 purchasea violation of federal law that directly undermines my ability to claim the promised Clean Vehicle Tax Credit. I purchased the vehicle on the clear promise that I would receive this tax credit, an incentive designed to make environmentally friendly vehicles more affordable and support our nation's clean energy initiatives. Under Internal Revenue Code Section 30D (and Section 25E for previously owned vehicles) and pursuant to Revenue Procedures ******* and *******, Rivian is legally required to submit the time-of-sale report via the ********** Credits Online (ECO) tool within three calendar days of the sale.Moreover, the *** provided a specific window in December 2024 for dealers to submit any outstanding reports for 2024 transactions. Despite this opportunity, Rivian not only failed to file the report but has also not provided any response to my repeated inquiries. This failure is a clear and egregious breach of its statutory obligations, jeopardizing my ability to claim the Clean Vehicle Tax Credit.I respectfully request that the BBB investigate this matter and take appropriate action to ensure Rivian complies with all federal reporting requirements. I am ready to provide any further documentation as needed.Thank you for your prompt attention to this serious issue.References:**************************************************************** **********************************************************************************************************

    • Initial Complaint

      Date:02/17/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Rivian stopped charging phone. Phone died. Still had rivian card. Rivian would not recognize card. Had to leave rivian in dangerous area 4miles away. Walked 4miles back to house in pouring rain. Charged phone. Walked another 4miles back to grab riv. By far the worst experience I've ever had. I'm 1 month into ownership of ***. Had Alot of issues. Suspension, oilleak bad key card, etc... if these issues don't get fixed in the next week. I'm reporting on all major platforms. I suspect attorney will enjoy this one. Please help out and stop leaving us stranded.

    • Initial Complaint

      Date:02/07/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      The **** system in my Rivian vehicle is faulty. This has been reported to Rivian numerous times over the past 14 months. Rivian claims there is nothing wrong, but in reality they have not actually done anything to troubleshoot. The main concern is that the heater intermittently does not produce hot air, which becomes a critical safety concern when it cannot defrost the windshield while driving during the winter.

    • Initial Complaint

      Date:01/31/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      From the time I received my Rivian there were problems. Ultimately Rivian couldnt get the problems fixed in a timely manner and resulted in an offer to buy back my vehicle. As part of this process they agreed to also buy back my Rivian accessories. After I turned all of my accessories in with promises from Rivian that $540 refund would be separate from the refund for the vehicle they never refunded me. For almost 3 months I have tried to get them to honor their promise in writing. Now they are claiming they refunded those accessories as a good will 7 months prior to the offer to buy my vehicle back and wont refund me. This is basically theft at this point taking back my items and failing to compensate me for them after it was promised as part of the overall buyback.

    Rivian Automotive, LLC is NOT a BBB Accredited Business.

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