Rivian dropped my truck!

[NoCo2]

I am choosing to share my experience below for a few reasons. I have kept quiet for almost 2 months while I try to work through a resolution with Rivian. It is now clear that an insurance settlement is their only offer, after having rescinded the initial offer of replacement. I look at this as poor integrity on the company. I have been told that my truck falling off the lift was the first of its kind. I am aware of other Rivian vehicles that have been damaged by fire and were replaced. I feel Rivian is setting a precedent with my situation that I am attempting to change, for the next person that finds themselves in a similar situation. This is a poor way to run a business. This industry as a whole has been a focus of mine for better than 15 years. I have watched Tesla come and prosper while others have failed. I invested with Rivian by purchasing a new vehicle in May 2024 after doing much research into the company and products. If this is how customers are going to be treated, when the company is negligent, then I want nothing to do with it and will tell anyone who will listen. If Rivian decides to make good on the initial offer of full replacement, I will accept and once again be a proponent for the company. Stand by your initial offer Rivian of a full replacement.

On February 13, 2026, I took my 2023 Rivian R1T dual motor, large battery (which I purchased new) to the Shepherdsville, KY service center for the recall repair to have a tow bolt replaced. During the repair, my truck fell off the lift resulting in significant damage (later to be determined to be over 32K). I was calm, made certain nobody was injured and asked to see the vehicle. I was able to take 2 photos prior to the window being taped over and their investigation taking place. I was told I would be made whole. The following Monday, I received a call from the regional service manager that Rivian would replace my truck with a new truck, for my betterment, not to my detriment. I was contacted by the vehicle replacement team the next day to send screenshots of vehicles I would be interested in. This I did over the next day or 2. After 2 weeks of seemingly making forward progress, I was contacted by a member of the risk management team. He stated the truck would be repaired. I explained that I would not accept this truck back due to diminished value and potential problems down the road that would then be my responsibility. Rivian held firm in repairing the vehicle. I held firmly in not accepting it back and asked for other resolution ideas, as well as sticking to their word of replacing my vehicle. The truck was deemed a total loss by Rivian’s insurance company and they have offered a payout amount. This amount does not cover the cost of replacing the vehicle. Rivian has agreed to reimburse me for accessories I purchased for the vehicle (great gesture as even with a new truck, the accessories would not be compatible). I have continued to press on replacement as I am in no way at fault. Rivian dropped my truck. They dropped it while doing a recall repair. I took in a pristine vehicle (even the folks at the service center commented in well maintained the truck was - they’re new I loved that truck). I have spoke with all the contacts I can reach. I have written to each of the members of the executive team as well as the Governance Board at Rivian (delivered via FedEx, signature required so I know it has been received). I have heard nothing. I have kept quiet about this situation but based on the lack of response, I feel I need to be more vocal. I came to Rivian after owning a Tesla Model 3 for 6 years prior (and still own it). I believe in EVs. I have educated my friends and family on the EV world, resulting in both my children, both siblings, parents and a few friends purchasing EVs. I have an R2 reservation, that will most likely be cancelled due to this poor customer experience. I can not speak highly of the brand at this moment. Should Rivian make good on its initial offer to replace my truck, I will once again speak highly of the brand. Anything less than replacement will prevent me from being any kind of advocate for the brand. This is not how you treat a customer, let alone an early adopter, especially when Rivian’s negligence has left me without a truck and has not made me whole so that I can replace the truck.
I post this so that you all know of the situation, whether you are current owners or potential owners. The vehicles are amazing, well built, fun to drive (drove mine just shy of 30K miles to Chicago, Nashville, Tampa and many points in between). But Rivian caused the damage and has not stood behind their initial promise to make me whole. I have written letters to the members of the executive board and governance board at Rivian. As of this post, no response has been received.

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[Thedude]

While it sucks that they initially offered you a new vehicle and reneged there’s nothing wrong with offering to make a full financial compensation for your loss. Your truck isn’t worth the replacement value, that’s an unfortunate but simple truth. They would pay you what your truck is worth just like most insurance payouts if you totaled it in the road. Unless a policy specifies replacement value that’s never what you receive.

Have you considered filing a claim through your own insurance if your policy is for full new model replacement value?

 

[windblowlc]

I am choosing to share my experience below for a few reasons. I have kept quiet for almost 2 months while I try to work through a resolution with Rivian. It is now clear that an insurance settlement is their only offer, after having rescinded the initial offer of replacement. I look at this as poor integrity on the company. I have been told that my truck falling off the lift was the first of its kind. I am aware of other Rivian vehicles that have been damaged by fire and were replaced. I feel Rivian is setting a precedent with my situation that I am attempting to change, for the next person that finds themselves in a similar situation. This is a poor way to run a business. This industry as a whole has been a focus of mine for better than 15 years. I have watched Tesla come and prosper while others have failed. I invested with Rivian by purchasing a new vehicle in May 2024 after doing much research into the company and products. If this is how customers are going to be treated, when the company is negligent, then I want nothing to do with it and will tell anyone who will listen. If Rivian decides to make good on the initial offer of full replacement, I will accept and once again be a proponent for the company. Stand by your initial offer Rivian of a full replacement.

On February 13, 2026, I took my 2023 Rivian R1T dual motor, large battery (which I purchased new) to the Shepherdsville, KY service center for the recall repair to have a tow bolt replaced. During the repair, my truck fell off the lift resulting in significant damage (later to be determined to be over 32K). I was calm, made certain nobody was injured and asked to see the vehicle. I was able to take 2 photos prior to the window being taped over and their investigation taking place. I was told I would be made whole. The following Monday, I received a call from the regional service manager that Rivian would replace my truck with a new truck, for my betterment, not to my detriment. I was contacted by the vehicle replacement team the next day to send screenshots of vehicles I would be interested in. This I did over the next day or 2. After 2 weeks of seemingly making forward progress, I was contacted by a member of the risk management team. He stated the truck would be repaired. I explained that I would not accept this truck back due to diminished value and potential problems down the road that would then be my responsibility. Rivian held firm in repairing the vehicle. I held firmly in not accepting it back and asked for other resolution ideas, as well as sticking to their word of replacing my vehicle. The truck was deemed a total loss by Rivian’s insurance company and they have offered a payout amount. This amount does not cover the cost of replacing the vehicle. Rivian has agreed to reimburse me for accessories I purchased for the vehicle (great gesture as even with a new truck, the accessories would not be compatible). I have continued to press on replacement as I am in no way at fault. Rivian dropped my truck. They dropped it while doing a recall repair. I took in a pristine vehicle (even the folks at the service center commented in well maintained the truck was - they’re new I loved that truck). I have spoke with all the contacts I can reach. I have written to each of the members of the executive team as well as the Governance Board at Rivian (delivered via FedEx, signature required so I know it has been received). I have heard nothing. I have kept quiet about this situation but based on the lack of response, I feel I need to be more vocal. I came to Rivian after owning a Tesla Model 3 for 6 years prior (and still own it). I believe in EVs. I have educated my friends and family on the EV world, resulting in both my children, both siblings, parents and a few friends purchasing EVs. I have an R2 reservation, that will most likely be cancelled due to this poor customer experience. I can not speak highly of the brand at this moment. Should Rivian make good on its initial offer to replace my truck, I will once again speak highly of the brand. Anything less than replacement will prevent me from being any kind of advocate for the brand. This is not how you treat a customer, let alone an early adopter, especially when Rivian’s negligence has left me without a truck and has not made me whole so that I can replace the truck.
I post this so that you all know of the situation, whether you are current owners or potential owners. The vehicles are amazing, well built, fun to drive (drove mine just shy of 30K miles to Chicago, Nashville, Tampa and many points in between). But Rivian caused the damage and has not stood behind their initial promise to make me whole. I have written letters to the members of the executive board and governance board at Rivian. As of this post, no response has been received.

If what I'm thinking is correct, are you saying you want Rivian to pay for your full use of the truck the 3 years you've had it because of the mishap?

 

[$2nassau]

I would be satisfied if Rivian offered to replace my vehicle with a preowned vehicle of the same year and specs + any upgrades (ones that are undamaged could be removed from your damaged vehicle and installed on the replacement vehicle) from their inventory of preowned vehicles. Expecting a 2026 replacement of a 3-year old used vehicle is unrealistic in my view, regardless of what you were told initially. Has Rivian even offered this option versus repairing your “totalled” vehicle?

 

[KRG]

I’m guessing the payout they’re offering is higher than the actual value of the truck if you were to trade it in or sell it right now? How much they’re offering would be the determining factor for me. I really doubt any automaker would offer you a new 100k+ truck. Rivian even considering it is interesting. Did they explicitly say why the offer changed?

You have every right to be pissed at Rivian, I would be too. But it is a three year old truck. If they would work with me to get me into a new one for a favorable cost I’d be happy. Have you considered working that angle…additional % off a new truck + adequate compensation for old truck.

Sadly this is life, though unfair. Someone drove into my 6 month old Range Rover years ago and did 26k in damage. Wasn’t my fault, but all I got was the insurance payout/repair. In your case some tech damaged your truck.

 

[sdemeester]

Totally sucks. Why not make them take it as a trade in and ask what their best deal would be for a new one? Agree that I wouldn't take the old one back. They should try to work with you, but probably just giving you a new one isn't really going to happen since yours wasn't really new.

 

[cohall]

I think it should be treated just like any other accident, which is exactly what Rivian is offering. You always have 2 options for insurance: Go through your own and receive the benefits you pay for, or go through the other person’s insurance and get it repaired or take Market value if it’s totaled.

Since OP believes he deserves a brand new truck, I’m assuming they have “new car replacement” benefit on their insurance. Otherwise why would they expect Rivian to offer that to them? And assuming that’sthe case, the best move would be to go through one’s own insurance and then let them go after Rivian for reimbursement.

Don‘t get me wrong, I’d be irate if this happened to my truck, but I also think it’s unreasonable to believe one should be gifted a brand new vehicle for one that is years old and highly devalued.

 

[kater]

I am choosing to share my experience below for a few reasons. I have kept quiet for almost 2 months while I try to work through a resolution with Rivian. It is now clear that an insurance settlement is their only offer, after having rescinded the initial offer of replacement. I look at this as poor integrity on the company. I have been told that my truck falling off the lift was the first of its kind. I am aware of other Rivian vehicles that have been damaged by fire and were replaced. I feel Rivian is setting a precedent with my situation that I am attempting to change, for the next person that finds themselves in a similar situation. This is a poor way to run a business. This industry as a whole has been a focus of mine for better than 15 years. I have watched Tesla come and prosper while others have failed. I invested with Rivian by purchasing a new vehicle in May 2024 after doing much research into the company and products. If this is how customers are going to be treated, when the company is negligent, then I want nothing to do with it and will tell anyone who will listen. If Rivian decides to make good on the initial offer of full replacement, I will accept and once again be a proponent for the company. Stand by your initial offer Rivian of a full replacement.

On February 13, 2026, I took my 2023 Rivian R1T dual motor, large battery (which I purchased new) to the Shepherdsville, KY service center for the recall repair to have a tow bolt replaced. During the repair, my truck fell off the lift resulting in significant damage (later to be determined to be over 32K). I was calm, made certain nobody was injured and asked to see the vehicle. I was able to take 2 photos prior to the window being taped over and their investigation taking place. I was told I would be made whole. The following Monday, I received a call from the regional service manager that Rivian would replace my truck with a new truck, for my betterment, not to my detriment. I was contacted by the vehicle replacement team the next day to send screenshots of vehicles I would be interested in. This I did over the next day or 2. After 2 weeks of seemingly making forward progress, I was contacted by a member of the risk management team. He stated the truck would be repaired. I explained that I would not accept this truck back due to diminished value and potential problems down the road that would then be my responsibility. Rivian held firm in repairing the vehicle. I held firmly in not accepting it back and asked for other resolution ideas, as well as sticking to their word of replacing my vehicle. The truck was deemed a total loss by Rivian’s insurance company and they have offered a payout amount. This amount does not cover the cost of replacing the vehicle. Rivian has agreed to reimburse me for accessories I purchased for the vehicle (great gesture as even with a new truck, the accessories would not be compatible). I have continued to press on replacement as I am in no way at fault. Rivian dropped my truck. They dropped it while doing a recall repair. I took in a pristine vehicle (even the folks at the service center commented in well maintained the truck was - they’re new I loved that truck). I have spoke with all the contacts I can reach. I have written to each of the members of the executive team as well as the Governance Board at Rivian (delivered via FedEx, signature required so I know it has been received). I have heard nothing. I have kept quiet about this situation but based on the lack of response, I feel I need to be more vocal. I came to Rivian after owning a Tesla Model 3 for 6 years prior (and still own it). I believe in EVs. I have educated my friends and family on the EV world, resulting in both my children, both siblings, parents and a few friends purchasing EVs. I have an R2 reservation, that will most likely be cancelled due to this poor customer experience. I can not speak highly of the brand at this moment. Should Rivian make good on its initial offer to replace my truck, I will once again speak highly of the brand. Anything less than replacement will prevent me from being any kind of advocate for the brand. This is not how you treat a customer, let alone an early adopter, especially when Rivian’s negligence has left me without a truck and has not made me whole so that I can replace the truck.
I post this so that you all know of the situation, whether you are current owners or potential owners. The vehicles are amazing, well built, fun to drive (drove mine just shy of 30K miles to Chicago, Nashville, Tampa and many points in between). But Rivian caused the damage and has not stood behind their initial promise to make me whole. I have written letters to the members of the executive board and governance board at Rivian. As of this post, no response has been received.

This is exactly the kind of situation that makes me question how Rivian is handling customers once something goes wrong.

I’m dealing with a different issue (premature interior peeling and bubbling on my R1S), but the pattern feels very similar — initial acknowledgment that something isn’t right, followed by delays and no real resolution. I’m currently in arbitration, and the condition is continuing to get worse daily.

In your case, the bigger issue isn’t just that the truck was damaged - it’s that Rivian told you they would replace it and then walked that back. That’s a serious trust problem. Once a company makes a representation like that after a major service failure, customers rely on it.

A drop from a lift is not a normal repair scenario. Even if they can technically fix it, that’s not the same vehicle - structurally or from a resale perspective.

If I were in your position, I would push for a buyback at the highest reasonable private sale value for an undamaged vehicle, not a depreciated number based on their internal calculations.

I’d also strongly consider pursuing arbitration through the American Arbitration Association (AAA). That’s the route I’ve taken, and it at least forces a formal process and accountability.

Stepping back, situations like yours (and mine) raise real concerns about Rivian as a company - not just the defect or incident itself, but how quickly they shift positions and how difficult it is to get a fair resolution. That kind of inconsistency makes it hard to trust them when something serious happens.

Appreciate you sharing this - it’s helpful context, even if it’s frustrating to see.

Check out my instagram account with 1.5m views of the issues with mine. They don’t care. Millions of views, thousands of comments and shares… crickets from Rivian. If helpful, feel free to reach out - Instagram: @rentourrivian | [email protected]

 

[cohall]

Here’s the tightened version with your contact info added naturally at the end:











This is exactly the kind of situation that makes me question how Rivian is handling customers once something goes wrong.





I’m dealing with a different issue (premature interior peeling and bubbling on my R1S), but the pattern feels very similar — initial acknowledgment that something isn’t right, followed by delays and no real resolution. I’m currently in arbitration, and the condition is continuing to get worse daily.





In your case, the bigger issue isn’t just that the truck was damaged — it’s that Rivian told you they would replace it and then walked that back. That’s a serious trust problem. Once a company makes a representation like that after a major service failure, customers rely on it.





A drop from a lift is not a normal repair scenario. Even if they can technically fix it, that’s not the same vehicle — structurally or from a resale perspective.





If I were in your position, I would push for a buyback at the highest reasonable private sale value for an undamaged vehicle, not a depreciated number based on their internal calculations.





I’d also strongly consider pursuing arbitration through the American Arbitration Association (AAA). That’s the route I’ve taken, and it at least forces a formal process and accountability.





Stepping back, situations like yours (and mine) raise real concerns about Rivian as a company — not just the defect or incident itself, but how quickly they shift positions and how difficult it is to get a fair resolution. That kind of inconsistency makes it hard to trust them when something serious happens.





Appreciate you sharing this — it’s helpful context, even if it’s frustrating to see.





If helpful, feel free to reach out — Instagram: @rentourrivian | [email protected]

Between not taking the AI intro out before pasting, and then adding the fact that your “premature” interior wear is on a vehicle that you are actively advertising as a rental car might be some of the funniest content I’ve seen here in awhile.

 

[Goose]

I'm the opposite from most of you here. I think Rivian should take full responsibility and bend over backwards to make this situation right. OP's truck fell off a lift and is effectively ruined, these trucks already depreciate extremely hard. Rivian should offer a new dual motor large pack (maybe a max) in exchange.

It's not like this is a common occurrence. At the end of the day, a single new truck from Rivian is barely a blip on their books.

 

[tbinmd]

Did the settlement cover the cost of a 2023 with similar miles/options that you had? If so, find and buy a 2023 and be whole again. It sucks but accidents do happen.

 

[Donald Stanfield]

I think it's unreasonable to expect a brand-new vehicle to replace one that is 3 years old and a generation behind. The person who told you they would need some training, and that's unfortunate, but getting a new truck isn't something you should have expected. They offered to repair it, or offered to total it out and give you the money; that's what would happen in any other accident, so I'm not sure what your complaint here is.

I can understand being upset, but accidents happen. I say this as someone whose tailgate was smashed during the delivery of my first Rivian. Mine was brand new, I hadn't even seen it yet, and the tailgate was all messed up. I didn't demand a new one, even though mine was new, and it would have been more reasonable. I let them fix it because accidents happen. Rivan took care of the problem which is all you can expect.

 

[VandalSibs]

I'm the opposite from most of you here. I think Rivian should take full responsibility and bend over backwards to make this situation right. OP's truck fell off a lift and is effectively ruined, these trucks already depreciate extremely hard. Rivian should offer a new dual motor large pack (maybe a max) in exchange.

It's not like this is a common occurrence. At the end of the day, a single new truck from Rivian is barely a blip on their books.

You'd be surprised at how often vehicles fall off of lifts - regardless of the manufacturer or the kind of service/repair facility it's at.

If the person could prove that the service tech intended to damage the vehicle, then it's a different story.... but otherwise, accidents happen.

 

[kater]

I am choosing to share my experience below for a few reasons. I have kept quiet for almost 2 months while I try to work through a resolution with Rivian. It is now clear that an insurance settlement is their only offer, after having rescinded the initial offer of replacement. I look at this as poor integrity on the company. I have been told that my truck falling off the lift was the first of its kind. I am aware of other Rivian vehicles that have been damaged by fire and were replaced. I feel Rivian is setting a precedent with my situation that I am attempting to change, for the next person that finds themselves in a similar situation. This is a poor way to run a business. This industry as a whole has been a focus of mine for better than 15 years. I have watched Tesla come and prosper while others have failed. I invested with Rivian by purchasing a new vehicle in May 2024 after doing much research into the company and products. If this is how customers are going to be treated, when the company is negligent, then I want nothing to do with it and will tell anyone who will listen. If Rivian decides to make good on the initial offer of full replacement, I will accept and once again be a proponent for the company. Stand by your initial offer Rivian of a full replacement.

On February 13, 2026, I took my 2023 Rivian R1T dual motor, large battery (which I purchased new) to the Shepherdsville, KY service center for the recall repair to have a tow bolt replaced. During the repair, my truck fell off the lift resulting in significant damage (later to be determined to be over 32K). I was calm, made certain nobody was injured and asked to see the vehicle. I was able to take 2 photos prior to the window being taped over and their investigation taking place. I was told I would be made whole. The following Monday, I received a call from the regional service manager that Rivian would replace my truck with a new truck, for my betterment, not to my detriment. I was contacted by the vehicle replacement team the next day to send screenshots of vehicles I would be interested in. This I did over the next day or 2. After 2 weeks of seemingly making forward progress, I was contacted by a member of the risk management team. He stated the truck would be repaired. I explained that I would not accept this truck back due to diminished value and potential problems down the road that would then be my responsibility. Rivian held firm in repairing the vehicle. I held firmly in not accepting it back and asked for other resolution ideas, as well as sticking to their word of replacing my vehicle. The truck was deemed a total loss by Rivian’s insurance company and they have offered a payout amount. This amount does not cover the cost of replacing the vehicle. Rivian has agreed to reimburse me for accessories I purchased for the vehicle (great gesture as even with a new truck, the accessories would not be compatible). I have continued to press on replacement as I am in no way at fault. Rivian dropped my truck. They dropped it while doing a recall repair. I took in a pristine vehicle (even the folks at the service center commented in well maintained the truck was - they’re new I loved that truck). I have spoke with all the contacts I can reach. I have written to each of the members of the executive team as well as the Governance Board at Rivian (delivered via FedEx, signature required so I know it has been received). I have heard nothing. I have kept quiet about this situation but based on the lack of response, I feel I need to be more vocal. I came to Rivian after owning a Tesla Model 3 for 6 years prior (and still own it). I believe in EVs. I have educated my friends and family on the EV world, resulting in both my children, both siblings, parents and a few friends purchasing EVs. I have an R2 reservation, that will most likely be cancelled due to this poor customer experience. I can not speak highly of the brand at this moment. Should Rivian make good on its initial offer to replace my truck, I will once again speak highly of the brand. Anything less than replacement will prevent me from being any kind of advocate for the brand. This is not how you treat a customer, let alone an early adopter, especially when Rivian’s negligence has left me without a truck and has not made me whole so that I can replace the truck.
I post this so that you all know of the situation, whether you are current owners or potential owners. The vehicles are amazing, well built, fun to drive (drove mine just shy of 30K miles to Chicago, Nashville, Tampa and many points in between). But Rivian caused the damage and has not stood behind their initial promise to make me whole. I have written letters to the members of the executive board and governance board at Rivian. As of this post, no response has been received.

Between not taking the AI intro out before pasting, and then adding the fact that your “premature” interior wear is on a vehicle that you are actively advertising as a rental car might be some of the funniest content I’ve seen here in awhile.

Fair… not the most user friendly forum but I did edit it and leveraging AI is essential given the many hours of time I’ve spent litigating this matter with Rivian. My AI is well trained on the matter.

Rivian is in the wrong, period. Your post is kinda sad, is this RJ?!?

 

[zefram47]

Gotta ask the question since you mentioned accessories that would be incompatible with a new truck. Did you have side steps or rock sliders on your R1T, @NoCo2? If so, which model? Could explain why some service centers have rejected lifting trucks with them on, insisting on removal.

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