Rivian Service Los Angeles - subpar

[Operator]

Just wanted to put my 2 cents in for any socal buyers out of the los angeles. First while i enjoy the rivian, its a very nice vehicle, the service i have received from them has been lacking. Its not what i would expect from such a pricey vehicle.

I have been trying to get my A/C fixed since i purchased the R1S new in March. The A/C vents blow on the windows and do not correlate to where the airflow should be on the dash. I had a mobile service tech dispatched back in mid April. The tech texted me that he was here, i showed him the issue, he worked on it for a few hours. Texted me that he was finished and left. I went back out and the problem still persisted. It was kind of bizarre that they just left without showing me the fix. He was already in his truck when i came out. Ir-regardless i submitted another ticket and they wanted me to bring it in to the shop. I scheduled a time to bring it in (their availability is very limited) and during the time that i could bring it in, the R1S developed a few other issues. Namely their is a rattle in the middle of the dash and a high pitched jingling sound coming from the passenger pillar.

So i show up to the LA service center 3 weeks later to drop off the R1S and to tell them about the new issues that have since developed. The lady tells me they cannot add it to the current ticket, i would have to add a new trouble ticket and they will get to it in a few months. ARE YOU SERIOUS! Service delays of 2 months for any new issue that arises. So its been sitting in service for 4 days now, and ive gotten no word from rivian. i called support and they can not reach the LA service center, so they put in a "call back". That call back never comes. Ive got no idea on what the status of my vehicle is. They keep giving me a day of lyft credits, but i constantly have to call back to get them to add more credits every day. They dont have any rental vehicles available, and they make you go through enterprise rent a car if you need a rental.

For those of you in the los angeles region just be prepared. I see other posts on here about people getting rivain loaners and the service center calling them about their vehicles. That just hasnt been my experience out here in L.A. So i would say rivian service is very dependent on where you live. And it has to make you wonder if the service appointment times are 2 months out; how can that be for a company whos oldest vehicle is ~ 1 year. Makes me wonder what the quality of these things are, or if literally 90% of Rivians are in Los Angeles so that number is getting skewed. I dunno. your mileage may vary.

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[timmmmeh]

Just wanted to put my 2 cents in for any socal buyers out of the los angeles. First while i enjoy the rivian, its a very nice vehicle, the service i have received from them has been lacking. Its not what i would expect from such a pricey vehicle.

I have been trying to get my A/C fixed since i purchased the R1S new in March. The A/C vents blow on the windows and do not correlate to where the airflow should be on the dash. I had a mobile service tech dispatched back in mid April. The tech texted me that he was here, i showed him the issue, he worked on it for a few hours. Texted me that he was finished and left. I went back out and the problem still persisted. It was kind of bizarre that they just left without showing me the fix. He was already in his truck when i came out. Ir-regardless i submitted another ticket and they wanted me to bring it in to the shop. I scheduled a time to bring it in (their availability is very limited) and during the time that i could bring it in, the R1S developed a few other issues. Namely their is a rattle in the middle of the dash and a high pitched jingling sound coming from the passenger pillar.

So i show up to the LA service center 3 weeks later to drop off the R1S and to tell them about the new issues that have since developed. The lady tells me they cannot add it to the current ticket, i would have to add a new trouble ticket and they will get to it in a few months. ARE YOU SERIOUS! Service delays of 2 months for any new issue that arises. So its been sitting in service for 4 days now, and ive gotten no word from rivian. i called support and they can not reach the LA service center, so they put in a "call back". That call back never comes. Ive got no idea on what the status of my vehicle is. They keep giving me a day of lyft credits, but i constantly have to call back to get them to add more credits every day. They dont have any rental vehicles available, and they make you go through enterprise rent a car if you need a rental.

For those of you in the los angeles region just be prepared. I see other posts on here about people getting rivain loaners and the service center calling them about their vehicles. That just hasnt been my experience out here in L.A. So i would say rivian service is very dependent on where you live. And it has to make you wonder if the service appointment times are 2 months out; how can that be for a company whos oldest vehicle is ~ 1 year. Makes me wonder what the quality of these things are, or if literally 90% of Rivians are in Los Angeles so that number is getting skewed. I dunno. your mileage may vary.

Sitting for four days and they still haven't fixed the rattle in the dash? What other issues is your car in for?

 

[Operator]

So its in for the A/C side vents blowing on the windows instead of where its directed to on the screen. they wont look at the rattle in the dash for a few more months. You cant add to the ticket. Im just looking for an update.

 

[WSea]

My experience with Bellevue SC is you can continue to add additional service requests via the app and they will add them to the scheduled service date. Your vehicle will sit if they are waiting for parts or are backed up upon vehicle drop off day. Also, request a loaner/rental ahead of time

 

[R1Tom]

Hopefully Rivian upgrades the service machine soon.

 

[goldburger]

While El Segundo is terribly overbooked-- a mistake of their own doing-- and understaffed, I have had wonderful experiences with the service center. Yes, it took 3 visits for my gear tunnel doors to function properly, but on the flip side the wonderful service advisor called me today because she is driving my truck home so she can drop it at the body shop that's near her house early tomorrow morning to expedite the repair. My alignment was done perfectly last time as well. The attitude and customer support there has been nothing short of incredible considering the amount of cars they have to work on at the moment.

But trying to reach them directly is impossible for sure! Hopefully soon they manage their bookings better and can function more... efficiently.

 

[strykerwsu]

Another reason for living in the Midwest. The KC service GM texts me personally. They have been great.

 

[SANZC02]

Just wanted to put my 2 cents in for any socal buyers out of the los angeles. First while i enjoy the rivian, its a very nice vehicle, the service i have received from them has been lacking. Its not what i would expect from such a pricey vehicle.

I have been trying to get my A/C fixed since i purchased the R1S new in March. The A/C vents blow on the windows and do not correlate to where the airflow should be on the dash. I had a mobile service tech dispatched back in mid April. The tech texted me that he was here, i showed him the issue, he worked on it for a few hours. Texted me that he was finished and left. I went back out and the problem still persisted. It was kind of bizarre that they just left without showing me the fix. He was already in his truck when i came out. Ir-regardless i submitted another ticket and they wanted me to bring it in to the shop. I scheduled a time to bring it in (their availability is very limited) and during the time that i could bring it in, the R1S developed a few other issues. Namely their is a rattle in the middle of the dash and a high pitched jingling sound coming from the passenger pillar.

So i show up to the LA service center 3 weeks later to drop off the R1S and to tell them about the new issues that have since developed. The lady tells me they cannot add it to the current ticket, i would have to add a new trouble ticket and they will get to it in a few months. ARE YOU SERIOUS! Service delays of 2 months for any new issue that arises. So its been sitting in service for 4 days now, and ive gotten no word from rivian. i called support and they can not reach the LA service center, so they put in a "call back". That call back never comes. Ive got no idea on what the status of my vehicle is. They keep giving me a day of lyft credits, but i constantly have to call back to get them to add more credits every day. They dont have any rental vehicles available, and they make you go through enterprise rent a car if you need a rental.

For those of you in the los angeles region just be prepared. I see other posts on here about people getting rivain loaners and the service center calling them about their vehicles. That just hasnt been my experience out here in L.A. So i would say rivian service is very dependent on where you live. And it has to make you wonder if the service appointment times are 2 months out; how can that be for a company whos oldest vehicle is ~ 1 year. Makes me wonder what the quality of these things are, or if literally 90% of Rivians are in Los Angeles so that number is getting skewed. I dunno. your mileage may vary.

What service center is it? That was not my experience are the El Segundo service center.

 

[Scoiatael]

For what it's worth, Costa Mesa service center is great. I've been there a few times for service and although its been a bit slow, they do a good job.

 

[Rivian805]

This has been my experience with El Segundo recently. Was great previously but it’s been really bad lately on communication. Took over a week to start anything on my April appointment and never had any updates and had to just come get it when I saw it looked
Like they finished from where they parked it. my appointment is still not closed out from a month ago. Still says it’s in service. Almost all
My concerns were not even addressed when I picked up my truck. Had to make another appointment right after I picked it
Up. Im 2 hours away and on my 6th service appointment.

 

[goldburger]

This has been my experience with El Segundo recently. Was great previously but it’s been really bad lately on communication. Took over a week to start anything on my April appointment and never had any updates and had to just come get it when I saw it looked
Like they finished from where they parked it. my appointment is still not closed out from a month ago. Still says it’s in service. Almost all
My concerns were not even addressed when I picked up my truck. Had to make another appointment right after I picked it
Up. Im 2 hours away and on my 6th service appointment.

Ya they need to stop booking appointments if they can’t work on the truck pretty close to immediately. It’s uniquely bad over there right now.

But if the service ticket is still open and most things were not addressed maybe it’s because you picked up the truck before it was ready? Assume they didn’t call you to say it’s ready…

 

[Rivian805]

Ya they need to stop booking appointments if they can’t work on the truck pretty close to immediately. It’s uniquely bad over there right now.

But if the service ticket is still open and most things were not addressed maybe it’s because you picked up the truck before it was ready? Assume they didn’t call you to say it’s ready…

They said it was ready when I got there as it was on the pickup lot. The app showed ready for pickup but still shows I haven’t picked it up and never got an repair invoice.

 

[goldburger]

They said it was ready when I got there as it was on the pickup lot. The app showed ready for pickup but still shows I haven’t picked it up and never got an repair invoice.

Oh man that sucks. I’m sorry. Thousand Oaks might alleviate the pressure there and one of the people told me they’re even considering Burbank!

 

[ironpig]

Can confirm - El Segundo is already overwhelmed and service quality falling apart. I'm taking my truck in for the third time on the same suspension issue next month. Last time I was in they didn't tell me my truck was finished for 48 hours and I had to call and double check on the status of the repair before they realized they never told me it was ready. Luckily I had a loaner, but still it was irritating and even more so to realize they didn't fully fix the issue.

Also I got a call this week asking for the Title for the car I traded in when I picked up my truck.. I traded the car in 11 months ago and handed the title to the delivery person. They apparently lost it - which is pretty bad - but the fact that it took them almost a year to realize is even worse.

They need to accelerate building the service centers instead of more marketing hubs like the one in NYC.

 

[Chewy734]

The folks at the El Segundo SC have been friendly and nice to me. They’ve been backlogged and swamped though. Apparently they are the highest volume SC in the US (someone there told me this, and I took it with a grain of salt).

That being said, I’ve had one mobile service appointment with them, and the guy was really great and fixed most of my issues.

I also had one service appointment at the SC itself. Unfortunately, it took literally a month to the day to get my R1S back. It was one delay after another (parts, body shop, etc). However, they did keep me informed as to the progress and did offer me a loaner from Enterprise, which I refused. When I finally got my vehicle back, everything was fixed as expected.

Overall they’ve been good, just really slow!

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