Ridiculous Gaithersburg Service Experience

[who764]

I'm not a proponent of blowing up brands or locations on forums, but we have lost all patience with the Gaithersburg service center. In late December, they sent a mobile tech out to work on warranty issues with our R1S Launch Edition. They completed the service, and then charged us $888 for their work. When we noticed this charge, we called Rivian who agreed that this was all covered under the warranty and we should not have been charged. That was January. They said it could take up to 45 to 60 days to refund (insane time frame for $888 from a billion dollar company). Now July, 6 months later and at least 10 phone calls later, they still haven't refunded us the money. Every time is it some new excuse: the names were wrong on the account (my name instead of my wife's, ridiculous excuse), we had to get approval from the reimbursement group, the reimbursement group is in California so they don't always get us updates before we close, etc. Each time we speak to the service manager, he apologizes and then says he will calls us back "no earlier than 5pm" the next day. So...he will either call us at 5pm the next day or 6 months from now? Also, our inability to call the service center directly is a horrible business model. We have to go through two gate keepers before they finally are able to get our message to the service center. What should be a 6-8 min phone call always ends up being at least 25 minutes. Outside of calling almost daily, which we have had to start doing since we do not receive updates, our last option is to take them to small claims court just to get our money back.

I have been a supporter of Rivian since I put down the initial deposit in November of 2020. I want the company to succeed and we love the R1S, but this service experience has been unbelievably horrible. $888 means something to us...it is a rounding error to Rivian.

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[Leeda]

Why am I not surprised, great staff but drops the ball too often.

 

[strykerwsu]

Have you contacted credit card company for charge back?

 

[captainjp]

This has nothing to do with service.
This is billing.

 

[Leeda]

If you charged it on a AMEX card, one phone call will reverse all charges.

 

[kanundrum]

I'm not a proponent of blowing up brands or locations on forums, but we have lost all patience with the Gaithersburg service center. In late December, they sent a mobile tech out to work on warranty issues with our R1S Launch Edition. They completed the service, and then charged us $888 for their work. When we noticed this charge, we called Rivian who agreed that this was all covered under the warranty and we should not have been charged. That was January. They said it could take up to 45 to 60 days to refund (insane time frame for $888 from a billion dollar company). Now July, 6 months later and at least 10 phone calls later, they still haven't refunded us the money. Every time is it some new excuse: the names were wrong on the account (my name instead of my wife's, ridiculous excuse), we had to get approval from the reimbursement group, the reimbursement group is in California so they don't always get us updates before we close, etc. Each time we speak to the service manager, he apologizes and then says he will calls us back "no earlier than 5pm" the next day. So...he will either call us at 5pm the next day or 6 months from now? Also, our inability to call the service center directly is a horrible business model. We have to go through two gate keepers before they finally are able to get our message to the service center. What should be a 6-8 min phone call always ends up being at least 25 minutes. Outside of calling almost daily, which we have had to start doing since we do not receive updates, our last option is to take them to small claims court just to get our money back.

I have been a supporter of Rivian since I put down the initial deposit in November of 2020. I want the company to succeed and we love the R1S, but this service experience has been unbelievably horrible. $888 means something to us...it is a rounding error to Rivian.

Send me your vin I can escalate

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