Ghosted by Rivian Miami

[ECStealthR1T]

Backstory,

I signed up for a demo drive on the Rivian website. I went into their Miami location and test drove an R1S. All was well, the person we spoke with was kind and gave us a brief overview of the vehicle before allowing us to take it for a test drive. Upon our return, the person provided their business card and told us to contact them if we had any other questions. Throughout the week, we were able to exchange some emails and all was well. While browsing the Rivian website Friday afternoon, the specific build I was looking for popped up as part of their inventory vehicles. I attempted to call back and speak with the employee we met in person for their assistance but presumed they were no longer there for the day as their number was going to voicemail. I sent an email as well, but being Friday afternoon I wasn't hopeful for a response.

Long story short, I ended up placing the order online and placing the $1,000 deposit in an attempt to not lose the specific build. Later that week, I received a phone call from a Rivian Guide from an off-site (different state). The original person I met and spoke with at the Miami location stopped responding to all my emails and questions.

Was I ghosted because I didn't make the purchase directly through them at their location. Thoughts???

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[VSG]

I don't know, but Rivian doesn't have dealerships - the way to purchase is to do exactly what you did and place the order online. You can't place an order at the local site (well, they might let you use their computer to place the order online ...) From that point, the guide/customer service are the ones you will be interacting with, not anybody local.

 

[DuoRivian]

No you were not ghosted. They don’t operate a dealership model.

 

[ECStealthR1T]

I don't know, but Rivian doesn't have dealerships - the way to purchase is to do exactly what you did and place the order online. You can't place an order at the local site (well, they might let you use their computer to place the order online ...) From that point, the guide/customer service are the ones you will be interacting with, not anybody local.

Yeah, I'm aware it isn't an actual dealership. The Miami location is a service center. This location = has demo vehicles to test drive. I just felt as if the person assisting me was very engaging up until the moment they found out (presumably) that I ordered the vehicle. Everything prior to me placing my order was a very different vibe. They were friendly, answering emails and even phone calls all up to the time I placed my order. Now, although I've sent this very same person several emails, absolutely no response.

 

[jjswan33]

From that point, the guide/customer service are the ones you will be interacting with, not anybody local.

Not that I think OP was ghosted but is that still true? I thought with the guide program disbanding all of the final steps are also handled locally now.

 

[ECStealthR1T]

No you were not ghosted. They don’t operate a dealership model.

Ok, perhaps I'm overlooking it. I expected something a bit different. If you provide your business card to someone, ask them to reach out to you if you have any questions and later disappear is rather disingenuous. Again, everything was smooth up until I placed an order online.

 

[ECStealthR1T]

Not that I think OP was ghosted but is that still true? I thought with the guide program disbanding all of the final steps are also handled locally now.

Exactly, It just seems a bit silly that they have actual employees at this location that can handle a lot of general questions. Funny enough, the individual was again, very friendly and overall helpful up until I placed an order online. I almost got the vibe as to they were engaging in an attempt to make the sale and once that goal was done, then mission accomplished. I guess I'm not the only one as others have shared similar negative experiences rising from this location on Google reviews.

 

[jjswan33]

Exactly, It just seems a bit silly that they have actual employees at this location that can handle a lot of general questions. Funny enough, the individual was again, very friendly and overall helpful up until I placed an order online. I almost got the vibe as to they were engaging in an attempt to make the sale and once that goal was done, then mission accomplished. I guess I'm not the only one as others have shared similar negative experiences rising from this location on Google reviews.

Honestly I wouldn't worry about it much, these people are not really sales people as others have stated. Could be many explanations and probably he should have at least replied but likely has other priorities.

If you are expecting to have a single owner for any issue that might arrive in buying or owning your Rivian you will probably be disappointed. Also I wouldn't be surprised if things are a little in disarray right now after they ended the guide program.

 

[godfodder0901]

Ok, perhaps I'm overlooking it. I expected something a bit different. If you provide your business card to someone, ask them to reach out to you if you have any questions and later disappear is rather disingenuous. Again, everything was smooth up until I placed an order online.

I mean, it's only Wednesday. Maybe the person is on vacation? Or taking a looong weekend?

 

[ECStealthR1T]

I mean, it's only Wednesday. Maybe the person is on vacation? Or taking a looong weekend?

Maybe, usually when that is the case there is some sort of "out of office" response. At least from previous experiences in the retail space. The reason I feel ghosted is because up until I placed more order, the person would response to emails the same days and even answer phone calls. Now, nothing. No emails, phone calls etc. If they are on vacation, I hope they are enjoying themselves haha. All is good, I just wanted to share my interaction.

 

[ECStealthR1T]

Honestly I wouldn't worry about it much, these people are not really sales people as others have stated. Could be many explanations and probably he should have at least replied but likely has other priorities.

If you are expecting to have a single owner for any issue that might arrive in buying or owning your Rivian you will probably be disappointed. Also I wouldn't be surprised if things are a little in disarray right now after they ended the guide program.

Sounds good. I'm hopeful to have a smooth delivery experience now that the guide program is coming to an end. Which again, is a bit weird in it of itself as I'm already paired with a "guide". But, now that guide is also out of office and isn't available until May 10th according to an "out of office" response haha.

 

[jjswan33]

Sounds good. I'm hopeful to have a smooth delivery experience now that the guide program is coming to an end. Which again, is a bit weird in it of itself as I'm already paired with a "guide". But, now that guide is also out of office and isn't available until May 10th according to an "out of office" response haha.

Oh that's interesting, I wonder if they are pairing you with someone local who will serve as your guide.

Either way as soon as your truck arrives in Florida things should move pretty fast. Best of luck!

 

[VSG]

Exactly, It just seems a bit silly that they have actual employees at this location that can handle a lot of general questions. Funny enough, the individual was again, very friendly and overall helpful up until I placed an order online. I almost got the vibe as to they were engaging in an attempt to make the sale and once that goal was done, then mission accomplished. I guess I'm not the only one as others have shared similar negative experiences rising from this location on Google reviews.

I don't know about Florida, but in some states (about half of them IIRC) it is actually against the law for the local people to do the things that dealers do, unless the local service center has a dealer license. They would essentially be operating an unlicensed dealership. I think the sales paperwork falls into that category. So the employee roles, as I understand them, are pretty constrained.

The guy who conducted my test drive was also the guy who delivered my vehicle, but he had absolutely no involvement in the sales process in between.

I'm not trying to excuse the lack of response - it would have been nice to at least get an email that said congratulations and for the next steps you have to talk to someone else. But you know they could have been laid off or on vacation or promoted to another role at that point. Bottom line, the lack of response isn't going to delay anything for you.

 

[ECStealthR1T]

I don't know about Florida, but in some states (about half of them IIRC) it is actually against the law for the local people to do the things that dealers do, unless the local service center has a dealer license. They would essentially be operating an unlicensed dealership. I think the sales paperwork falls into that category. So the employee roles, as I understand them, are pretty constrained.

The guy who conducted my test drive was also the guy who delivered my vehicle, but he had absolutely no involvement in the sales process in between.

I'm not trying to excuse the lack of response - it would have been nice to at least get an email that said congratulations and for the next steps you have to talk to someone else. But you know they could have been laid off or on vacation or promoted to another role at that point. Bottom line, the lack of response isn't going to delay anything for you.

Thanks for adding a different perspective. Adds a lot of relief on my end. I appreciate your input.

 

[iansriv]

I would not worry. It seems like the purchase process (all on-line) is done by the guide and other remote staff and the physical delivery, test drives and service is done by the service centre. My experience has been the service centre provided test drives and answered questions while I was there. After that, I communicated with the guide. They helped me through the purchase process. Like most said-it's a new model. I like not having to deal with a salesperson. Congrats on the purchase!

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