Rivian dropped my truck!

[RivAW]

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 It is now clear that an insurance settlement is their only offer, after having rescinded the initial offer of replacement.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.

It sucks and I would be very angry too..:.but simply put; they are right and you are wrong. You don’t get a new $100k truck because your 3 year old truck (worth ~ $50k) got totaled even though it was totally their fault. Due to the special circumstance, they could make an awesome customer service decision and do the replacement….but that’s just not how it works…..put the emotions aside and check your reasonable legitimate expectations

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[Riviot]

I was able to take 2 photos

Wow 8 pages and no "pics or it didn't happen" ?

I am disappointed in y'all.

 

[godfodder0901]

Wow 8 pages and no "pics or it didn't happen" ?

I am disappointed in y'all.

We can always count on you to rein us back in...

 

[Riviot]

We can always count on you to rein us back in...

@NoCo2 where those pics at? Someone here is bound to notice something slightly off.

 

[Zoidz]

Just so we’re all clear, the OP‘s truck was a high mileage 2023 dual large pack with 21” wheels. Rivian tried to work with him to find a Certified pre-owned like for like as a replacement, but he declined. Instead he demanded… A 2026 R1T, dual, max pack , with 22” black sport rims.

Additionally he’s requesting full retail replacement cost for his home charger, spare tire and tire changing kit, all weather mats, running boards and window tinting and the 4 tires he had on the truck. I kid you not.

He outlays all of this in his demand letter to RJ which he posted online for some reason.

Not sure in what world this would be considered reasonable.

I think OP needs to see this doctor;

 

[Count Orlok]

I did not involve my insurance as I don’t see the need to take my premiums when I’m at no fault in this situation.

this is just silly. You pay for something but are afraid to use it. as if not using your insurance will preclude premium increases.

 

[tmbm50]

this is just silly. You pay for something but are afraid to use it. as if not using your insurance will preclude premium increases.

He doesn't want to use his insurance because they will pay him the 40-50k his 2023 truck is worth. Not the 90-100k he wants for a new 2026.

 

[Ralph]

this is just silly. You pay for something but are afraid to use it. as if not using your insurance will preclude premium increases.

Add the fact that since this was not the OPs fault. His company may "go after" Rivian or simply pay out to the OP per his policies conditions. Not likely to affect his rates in any case.

 

[SwampNut]

this is just silly. You pay for something but are afraid to use it. as if not using your insurance will preclude premium increases.

I have a zero claims discount. It goes away with any claim of any kind even if it’s not my fault.

 

[Zoidz]

My home owner's insurance, obviously a bit difference than car insurance, has a "frequent" claim penalty clause. Our area had a hailstorm that damage a lot of roofs. Erie Insurance came to me unsolicited (I didn't see any damage), wanting to inspect my roof for damage. THEY decided they wanted to replace it due to a few hail dimples, to avoid future water infiltration claim possibilities. $13,000 later I had a new roof, fully paid by them.

About 3 weeks later, I got a letter from them saying if I filed another claim for anything within 2 years, my rate would go up 30%. a second claim - up 50%, 3 or more claims up 100%.

So yeah, you can be penalized for using your insurance even if it is an "act of God".

 

[tmbm50]

About 3 weeks later, I got a letter from them saying if I filed another claim for anything within 2 years, my rate would go up 30%. a second claim - up 50%, 3 or more claims up 100%.

So yeah, you can be penalized for using your insurance even if it is an "act of God".

All this insurance chat is irrelevant, insurance will offer the same price that Rivian is offering him. Rivian offered him a truck at slight-greater value than his current one. Or is also willing to pay him his current truck value.

Rivian, nor his insurance, will be willing to pay him double his trucks value.

 

[R1TCntrlMaIzzy]

To all of you Riv “lovers”, f U! Haha

Does the OP deserve a newer vehicle?! No.

Does it seem like Riv reneged on an OFFER? To me, yes.

 

[SwampNut]

Does it seem like Riv reneged on an OFFER? To me, yes.

Accurate *and* irrelevant.

 

[mkhuffman]

ac·ci·dent [ˈaksɪd(ə)nt]
noun
accident (noun)
accidents (plural noun)

1. an unfortunate incident that happens unexpectedly and unintentionally, typically resulting in damage or injury.

 

[peace and quiet]

To all of you Riv “lovers”, f U! Haha

Does the OP deserve a newer vehicle?! No.

Does it seem like Riv reneged on an OFFER? To me, yes.

Nice…

At this point all we have is the OP word that Rivian reneged….no proof of what Rivian actually offered or didn’t offer.

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