Don’t buy a Rivian and why? SORRY!!!!

[Donald Stanfield]

Much to @Donald Stanfield point, at least with the larger manufacturers, you know what you get ahead of time instead of gambling on a good experience with a startup. Sometimes it's better to pick the devil you know instead of the one you don't?!?!

That's what I'm finding out. I understand cost-cutting and corporate efficiency, but those policies don't work without local service. Traditional manufacturers all have the same policies, but the proximity to the service center is better. It sucks because the vehicle is outstanding.

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[derekmw]

But to the OP point - I sincerely hope you did not do all that research and then expect that every time you take your car in for service you would get a loaner. Because that's unrealistic and something you could have found out very easily during your research. I would never own a Rivian if I had to drive 1 hour each way to get it serviced.

Regarding their service in general, it's definitely gone down hill since 2022 but has been getting better again. I see clear indications of management trying to get a handle on it. Tesla initially treated all customers with the red carpet treatment, but as model 3's rolled out, they got inundated and service was terrible. it eventually got back to acceptable levels, but I would not call Tesla SC as anything noteworthy. They just get the job done.

I feel that's where Rivian will eventually land. If R2's really get produced in the numbers they're expecting, they will be quite inundated at all the SC's. Service will definitely dip for some time and hopefully level out. I wish it would go back to the early days but more than likely, it will be similar to Tesla - satisfactory.

 

[CoachTy6]

Thanks for taking the time to explain the full story behind your thread — I appreciate the extra context.

I’ve been driving my Rivian since March 2023 (over three years now), so I’ve seen the company evolve a lot. I get how frustrating service communication can feel, especially when you’re an hour away and need the truck for work. The shift to Uber/Lyft vouchers for shorter repairs is a newer policy, and it sounds like it caught you off guard after you’d already been promised a loaner back in March. That would annoy me too.

That said, I’ve had the complete opposite experience on the loaner side. Every time I’ve needed service (including recalls), they’ve provided a loaner without issue. Communication has definitely improved since the early days — the app, service chat, and mobile techs have come a long way — but I agree it’s still not as straightforward as a traditional dealership with “your guy” you can just call.

I’m glad you did the smart thing by leasing so you could test it out. Sounds like customer service is the make-or-break factor for you at lease end. Totally fair. A lot of us weigh that heavily too.

One thing I’ve noticed on the forum is that the most vocal negative posts often come from people who are still driving their Rivians. If the truck and experience are truly that bad, why keep it?

Genuine question — I’m not trying to poke at you. I’m just curious because after three years I still love mine and would buy another in a heartbeat.

Like with @rivianfun and @Donald Stanfield , I am finding service more frustrating than I'd like. In another thread I had VERY helpful replies from someone named Paul told me I knew how far the SC was and bought the car anyway.

In just a year I've seen a degradation in service. Yes, I got a rental last time, but a Chrysler Pacifica is not a Rivian, despite my kids' love of the van. I have, once, been given an Uber credit because they were trying to get mine done in a day, which they ended up not being able to, so I had to entertain my kids at the nearby Target as we waited for them to finally decide to give us the loaner they'd had when we got there.

My dad bought an R1S after riding in ours from Lincoln, NE, to Kansas City in it last year. He's on the reservation list for the R2, but he lives in Denver and they're adding another SC in the Denver area ten minutes from him. The Council Bluffs SC in Iowa is intended to serve all of Iowa and Nebraska, there is no SC in Lincoln or Des Moines

Mobile Service is sold as a remedy as they expand the SC network. I mentioned here my experience with the mobile service, which is still mentioned on their website as able to address most concerns.

I won't reiterate here comparing my experience with a Cadillac Lyriq to the Rivian service experience.

 

[CoachTy6]

But to the OP point - I sincerely hope you did not do all that research and then expect that every time you take your car in for service you would get a loaner. Because that's unrealistic and something you could have found out very easily during your research. I would never own a Rivian if I had to drive 1 hour each way to get it serviced.

Regarding their service in general, it's definitely gone down hill since 2022 but has been getting better again. I see clear indications of management trying to get a handle on it. Tesla initially treated all customers with the red carpet treatment, but as model 3's rolled out, they got inundated and service was terrible. it eventually got back to acceptable levels, but I would not call Tesla SC as anything noteworthy. They just get the job done.

I feel that's where Rivian will eventually land. If R2's really get produced in the numbers they're expecting, they will be quite inundated at all the SC's. Service will definitely dip for some time and hopefully level out. I wish it would go back to the early days but more than likely, it will be similar to Tesla - satisfactory.

IDK, it seems like other luxury brands provide a loaner every time. I get one from Cadillac, and in other forums and threads, I'm seeing that BMW and Mercedes do the same.

 

[Dark-Fx]

IDK, it seems like other luxury brands provide a loaner every time. I get one from Cadillac, and in other forums and threads, I'm seeing that BMW and Mercedes do the same.

Rivian has never positioned themselves as a luxury brand. In fact they've gone out of their way to avoid saying it.

 

[Luxus]

I have read both of these threads, and it seems to me that the OP is mad that people are not agreeing with him and has turned nasty as a result. There have been a few harsh responses to the OPs opinion but overall this could have been a productive thread. Unfortunately the OP has chosen to not go that route.

 

[Blackwater]

The short answer... if they promised you a loaner, then they should probably get you one. But... all this time, I never saw a contract where they said they would provide a loaner or rental car when a vehicle was in for service. They just kinda gave them out as a curtesy. Unfortunately, they finally implimented a concrete policy, which I'm guessing has a little to do with the introduction of the R2 model and its lower price tag.

Hi
Well, I am not pleased that the loaner policy changed.
YES I was also told prior to my 2026 R1T last year that “ALL Rivian owners will receive a loaner car if work is under warranty”

That’s not hard for any diehards to understand

So all owners with cars still under warranty should be grandfathered in.

So they think it would take less than 48 hours, but then when they find out it isn’t they saved two days of rental cars or loaners. A little scamming if you ask me.

So
Hey RJ,
How do you think a class action suit would help your R2 & 3 sales?

 

[Donald Stanfield]

Rivian has never positioned themselves as a luxury brand. In fact they've gone out of their way to avoid saying it.

By price I'd argue they are a luxury brand. When you're selling 100K dollar cars there is an expectation of service. Until recently, Rivian has met or exceeded that level of service consistently.

 

[Dark-Fx]

By price I'd argue they are a luxury brand. When you're selling 100K dollar cars there is an expectation of service. Until recently, Rivian has met or exceeded that level of service consistently.

Price alone is not an indicator of luxury or not. R1s cost what they cost because of the amount of tech and hardware that go into them. Upmarket or premium, yes, but far from luxury.

 

[CoachTy6]

Price alone is not an indicator of luxury or not. R1s cost what they cost because of the amount of tech and hardware that go into them. Upmarket or premium, yes, but far from luxury.

Aren't tech and hardware hallmarks of a luxury brand? I realize that Rivian might not market themselves as luxury, but the market positions them as such. Shoppers are shopping them against traditional luxury brands. Whether they like it or not, they're luxury.

 

[Dark-Fx]

Aren't tech and hardware hallmarks of a luxury brand? I realize that Rivian might not market themselves as luxury, but the market positions them as such. Shoppers are shopping them against traditional luxury brands. Whether they like it or not, they're luxury.

Nope, not luxury. Cross shopping against luxury doesn't mean luxury either. Luxury's primary concern is creature comfort and perception.

 

[2kwik4u]

That's what I'm finding out. I understand cost-cutting and corporate efficiency, but those policies don't work without local service. Traditional manufacturers all have the same policies, but the proximity to the service center is better. It sucks because the vehicle is outstanding.

110% agreed.

I was strongly considering another R1T once my lemon of a leased vehicle goes back. Plan was to go find a gently used 1st Gen Quad motor truck. Not because I think the truck would be any better than the one I have now, but because I knew the service from Rivian is outstanding compared to mainstream automakers. Without that outstanding service, might as well roll the dice with something else, right?

I still blows me away how differed experiences with these things are. My service experience is outstanding, yours sucks. My operational/ownership experience is garbage, yours is excellent. Just such a crapshoot for new owners who are trying to research if they want in or not. Tough place for a fledgling brand to be.

 

[2kwik4u]

Rivian has never positioned themselves as a luxury brand. In fact they've gone out of their way to avoid saying it.

They can't avoid the comparison though. Regardless of what they think they are, they are priced and equipped as luxury items, and will continue to draw that comparison as people cross shop.

**EDIT**

Saw this after I made the the above reply. Instead of deleting and rewriting, I'll just tag on.

Nope, not luxury. Cross shopping against luxury doesn't mean luxury either. Luxury's primary concern is creature comfort and perception.

Creature comfort yes, perception, no......well maybe at the extreme high end like Rolls Royce, etc.

This is a classic, "Looks like a duck, sounds like a duck, acts like a duck, must be a duck" scenario. Call it a goose, or an ostrich for all we care, it's still a duck. So, cross-shopping absolutely means luxury.

 

[CoachTy6]

Nope, not luxury. Cross shopping against luxury doesn't mean luxury either. Luxury's primary concern is creature comfort and perception.

What brands constitute a luxury vehicle in your estimation then?

 

[rivianfun]

I have read both of these threads, and it seems to me that the OP is mad that people are not agreeing with him and has turned nasty as a result. There have been a few harsh responses to the OPs opinion but overall this could have been a productive thread. Unfortunately the OP has chosen to not go that route.

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