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

  208 S Congress Ave Austin, TX 78704

• 

  Rivian Automotive, LLC

  620 116th Ave NE Bellevue, WA 98004

• 

  Rivian Automotive LLC

  25 N. Golfwood Ave Carneys Point, NJ 08069

• 

  Rivian Automotive, LLC

  340 Seaboard Drive unit E Stallings, NC 28104

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:01/15/2025

  Type:Product 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 have purchased a Rivian wall charger and returned it to Rivian unopened. On Sept 16th 2024, I received a confirmation that the charger is received and I should receive a refund check in 4-6 weeks. I have reached out other Rivian multiple times and was always told that I should receive check in another 2 weeks but never received a check. Rivian **** could not connect me to the ordering department and they open requests on backend which I do not have any access to. I am left with no other option to reach out to Rivian supervisors.

• Initial Complaint

  Date:01/15/2025

  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.

  Leased an R1T on 2/6/2024. Since the vehicle has been in our possession, we have not been able to have a passenger in the front seat due to risk of serious harm and or death to the passenger. Since the vehicle has been in our possession on 2/6/2024, the front passenger airbag does not consistently register, or not at all, an adult person in the front seat. Rivian was made aware of this on 3/27/2024 in which a technician came to our property and was unable to fix the problem. Service requested again 12/29/2024 and technician came to our property 1/15/2025 and was not going to fix the passenger airbag sensor; I showed the technician by sitting in the front seat (I am 145 lbs) and the technician told me I was sitting incorrectly and to sit further back; I sat as far back in the seat as I could and it still did not register. The technician left without fixing the airbag sensor. We are asking Rivian and ******************* to both immediately terminate our lease due to risk of serious harm and or death, and prevention of indemnification from liability in such event. In addition, we are asking a full refund of all monies paid due to failure to provide a functional vehicle.

• Initial Complaint

  Date:01/06/2025

  Type:Delivery 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.

  Ordered vehicle on September 16, 2024. On November 25, 2024, spoke to a sales representative (I had been working with "****," but didn't get the name of the gentlemen I spoke to on the phone) who said he could add a referral code "no problem," took the code from me ("JOSE1715716"), and said while still on the phone that it had been added. Took delivery of the vehicle on December 11, 2024. On December 25, 2024, no credit ($750 and six months of free charging, per their terms) had been issued -- I corresponded with their chat who said, "Good Morning Demian. It takes time after taking delivery from 2-3 weeks for the points to reflect due to the busy season, but I am sure they will show up on your account in the next couple of days." On December 30, 2024, received a help ticket from Rivian ******* saying they were looking into the issue. Followed-up on January 6, 2025, and received an automated response saying ticket ******** had been closed. No credit was ever issued.

• Initial Complaint

  Date:01/03/2025

  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 purchased my vehicle September 2024. When we purchased the vehicle, we were told we would receive an NACS adapter for free and we would receive it in a month, 2 tops. I was almost stranded without the adapter and I inquired 4 times about where it is. I was told it was shipped, then a manager overwrote to say it was delivered with no tracking number. I have written to the company at least 4 times and called to find out where it is. I received an email December 16th saying the charger was ready to ship to provide my mailing information. I did so right away. On December 27th, I received this message via email: This is your tracking number: N/A - OVERWRITTEN_BY_ORDER_MANAGER Delivered. It was not delivered. I then contacted the company. They said a new one was being mailed out. It is now January 4th. I called and one still has not been shipped. I can not travel anywhere because I was almost stranded the last time I tried. I need this adapter so I can access Tesla fast charging stations otherwise, I need to sit in my car for 13 hours to charge.

• Initial Complaint

  Date:12/03/2024

  Type:Sales and Advertising 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 purchased a Rivian R1S in August of 2023. At purchase, the car included features such as advanced navigation and integrated audio with *******. These connectivity features were a large part of my purchase decision for the vehicle. In August of 2024, Rivian removed these features from my vehicle without my consent. They are now behind a paywall. I reached out to their support hotline to have them put back as I purchased the car with these features, and they refused. This is the equivalent of sending a tech to steal a feature from the car overnight, just because its software it's easier for them to steal from me remotely. I would like help in forcing Rivian to restore the features I originally paid for. The precedent this sets is alarming, automakers could sell a car with included features and later force users to pay to continue to use them.

• Initial Complaint

  Date:12/02/2024

  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 purchased my Rivian 2022. I have been unable to schedule basic safety checks of my car. They failed, entirely, to schedule a recall appointment for me. The recall notice went out a year ago. I also reported squeaks in my cars in August 2024. The first appointment they could schedule for me was December 3, 2025. I have tried to reschedule and they have been unable to accommodate appointments until August 2025. An earlier request was scheduled in October, which they took off without discussing with me. Then told me I was a no show. No other car company offers such poor, unsafe service. I cannot be the only owner being ignored and mistreated. How many thousands of cars requiring service, with serious mechanical issues, are on the road? This is beyond absurd. They should not be allowed to sell new cars when they cannot support the cars they have already built.

• Initial Complaint

  Date:11/21/2024

  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.

  I am writing to file a formal complaint against Rivian Automotive regarding significant and ongoing issues with the Rivian R1T vehicle I leased in February 2024. Despite my expectations of quality and reliability, this vehicle has been plagued with constant mechanical and technological issues, resulting in significant inconvenience and frustration.Since the lease began, my R1T has required repairs on four separate occasions, with each repair taking approximately two weeks to complete. The issues I have experienced include:Alignment Problems: This required the first repair soon after leasing the vehicle.Highway Assist Malfunction: This necessitated another trip to the service center.Rear Drive Train Failure: A critical mechanical issue that also required extensive repair ********** System Problems: Currently being addressed, yet another frustrating issue in a string of problems.Although Rivian has repaired each issue, the recurring breakdowns indicate a lack of reliability and quality control for a vehicle that should function seamlessly, especially as a new lease. The cumulative time my vehicle has spent in the shopapproximately eight weekshas caused significant disruption to my daily life and eroded my confidence in the product.Given the ongoing nature of these issues and the time and resources I have spent dealing with them, I am requesting that Rivian Automotive buy back the vehicle and release me from my lease agreement. I believe this resolution is fair and justified, as the consistent problems with the vehicle demonstrate it is not fit for purpose.I have attempted to work with Rivian Automotive through each repair, but the persistence of new and unrelated issues leaves me with no choice but to escalate my complaint. I trust that the BBB can assist in mediating this issue to help reach a resolution.

  Business Response

  Date: 03/28/2025

   

  Rivian repurchased Mr. ******** Rivian R1T on January 22, 2025 and refunded his deposit, down payment/due at signing and lease payments.

  Mr. ****** was able to lease and take delivery of another Rivian R1T on January 31, 2025.

   

   

  Customer Answer

  Date: 04/01/2025

  
  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:10/30/2024

  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.

  Manufacturer changes the date or the time of the appointment and reschedules as they decide to what ever day or time they decide.

  Business Response

  Date: 10/31/2024

  This is in response to the complaint submitted by ******* ******** regarding the scheduling of a service appointment for their R1.
  
  After reviewing the case notes for the interactions ******* had with our Service Support team, they explained to ******* about the change and cause of the time adjustment from 8:00am on 12/10 to 8:30am on 12/10. The supervisor let ******* know that as it gets closer to the scheduled date, if any options become available to move things up sooner, then the Service team will contact ******* to let them know.
  
  We have been in regular contact and are dedicated to servicing the vehicle and ensuring Mikhails concerns are addressed.
  
  If there are any other questions related to this, please let me know.
  
  ***** ******
  ************************************************************
  **************

  Customer Answer

  Date: 10/31/2024

   

   *****,

  
  

  This still doesn't explain why the representative couldn't explain in why the appointment was moved "arbitrarily" from scheduled time to *****************without speaking with me. Secondly, why couldn't the representative couldn't assist me on adding additional vehicle concern for 30 minutes to ultimately transfer me to her colleague who belittle me. Hung-up on me after telling me he needed to reset the conversation and then telling me he got disconnected. After few minutes he admitted that he agreed with me, which I did not agree too to call me back after he resets the conversation. 

  
  

  Is this what is expected going forward on how I should be treated or will be treated? No new complaints can be entered or services scheduled since neither representativedid yesterday? Also,  no full spare tire will be provided as was stated at the time of the delivery?

  
  

  A call would be appreciated 

  
  

  Thank you

   

  Business Response

  Date: 10/31/2024

  This is a follow-up response to the complaint submitted by ******* regarding the recent interaction with our Service Support Team and the change in appointment scheduling.

  The service appointment scheduled for 8:00 am on 12/10 was adjusted to 8:30 am on the same date, a 30-minute difference. Rivian reserves the right to adjust scheduling as needed depending on various factors. Customers are notified of any adjustments immediately through automation.

  Regarding the phone interactions, ******* was unable to communicate respectfully with the Service Support Advisor or the Team Lead, despite their best efforts. The Team Lead attempted to de-escalate the situation by offering a 15-minute reset and a follow-up call. However, ******* declined to discuss concerns further and stated an intent to report the issue to multiple agencies.

  On 10/25, ******* was informed that the spare tire was not in stock and a service visit would be scheduled once it became available.

  All customer-facing agents are aware they are not required to continue interactions that become unprofessional.

  The ************** has been informed of the interactions, the complaint, and the request for a callback.

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

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

  Customer Answer

  Date: 11/06/2024

  *****,
  
  I am sorry, but us customers of ********************** do have jobs or manage businesses and do not have spare-time to waist. With all due-respect, but I am not sure how your boss would reach if you are late and your response is my car is in service, but my clients or management would not look at it in the favorable light. On the other notion, that its only 30 minutes, it is not me that requested a delay and Rivian could not accommodate, but Rivian just arbitrarily tory changed it without my input or approval. I did not read any disclosure that the dealership would and can change the scheduled time to whatever time they choose. If I missed it, please provide it and with my signature at the time of the purchase, disclaimers of sort.
  As it pertains to the phone call, your Team Lead, as you put it so elegantly, didnt offer anything, rather stated what he wanted to do and then hung-up. I was cordial until a point, but only after I was talked-down to and scolded like a 6 year old boy. They I was put on notice that they wanted to reset the conversation and hung-up. When he did callback, 15 minutes later he said that we got disconnected. After I pressed the point of what he said before he hung-up, he admitted. Please, you are more than welcome to listen to the call. It was already confirmed by the *** who called me at 11AM this past Sunday. She also sent a email, according to her, to his manager.
  
  Lastly, she did confirm that she has not heard anyone speak to customers this way. This is not my friend who said that, but one of your colleagues.
  
  What will you do about the situation other than insinuate that the customer is always wrong?
  
  Await your ***ly

• Initial Complaint

  Date:10/18/2024

  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.

  On or about 10/18/24 Rivian de-installed consumer functionality that its products were sold based on and delivered with. Namely, across their entire fleet, en masse, they disabled satellite view on their base navigation screen, now requiring every single owner to pay approximately $150 per year to keep the functionality the vehicle was sold and delivered with. The map has been downgraded to a ***** year old view/version. There was no mention of a trial or other period at the time of sale. They are pointing to a buried contract provisions that says they will notify us of charges and changes for any in vehicle information. As consumers, we couldnt reasonably expect that to charge to include a basic functionality the car was delivered with and with no mention of a trial or introductory period, etc. There was a clear expectation of this feature being a part of our purchase. Instead they choose to bury the downgrade within a package of connect+ services - none of which were sold with the vehicle and none of which I or many other owners need or want. By extension they could charge us to see the speed of our vehicle, its back up camera, its auto dimming lights, or any other feature of the electronically controlled and updated car. This seems to be something the *** should take up on behalf of hundreds of thousands of consumers given an en masse downgrade and attempt to charge $150 per customer per year. I just want my functionality back they way it was upon sale, delivery and operation until their stealthy wireless downgrade yesterday night.

  Business Response

  Date: 10/22/2024

  This is in response to the complaint submitted by ******* ********* regarding the roll out of Connect+.

  Our in-vehicle connectivity services from launch have been in development to fine tune and bring to market the features out community wanted most in vehicle. During this time everything was included at no additional cost to the consumer meaning Rivian was paying the cellular bill on behalf of the customer for these features. Now that we have established the in-vehicle connectivity offerings and grown our customer base it is no longer feasible for Rivian to pay those costs on behalf of every customer. This is in alignment with the auto industry standards for manufacturers who provide in-vehicle connectivity features.

  Connect+ is a significant value for unlimited data for $149.99/year or *****/month when compared to alternative hotspot solutions from a personal cellular data plan or data hotspot package.

  As stated in our Terms and Conditions found here ******************************************************* we have always made it known that:

  Certain in-vehicle features or Services may require enhanced vehicle wireless connectivity at an additional cost to you. We will notify you of any additional costs associated with such in-vehicle features or Services. You hereby acknowledge and agree that your purchase and/or use of such in-vehicle features or Services is subject to the Rivian Payment Terms and any other terms applicable to such in-vehicle features or Services.
  
  If there are any other questions or concerns related to this please let me know.
  
  ***** ******
  ************************************************************
  **************

• Initial Complaint

  Date:10/17/2024

  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.

  Rivian sent my license plates to the wrong address. Those plates were picked up and lost by **** My temp tags are expired and Rivian refuses to help me. Im asked all the time if I love my Rivian as I live in a place where there are not a lot of these. I am sure to be honest with them about my experience!!

  Business Response

  Date: 10/18/2024

  This is in response to the complaint submitted by ****** ******* regarding the temporary tags and plates for their R1.

  After reviewing the complaint, I spoke with leadership from the Title and Registration team who was able to see that an attempt to make the delivery to the incorrect address provided was attempted today and marked as return to sender. This will send the package back to us so we have notified the mail room to expect this item so we can send it back out to the corrected address ****** provided. Once the new shipping label is made and this is sent out, the Title and Registration leadership will be emailing ****** with the tracking number to ensure delivery of this for them.

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

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