A Beautiful Disaster — Rivian Is Not Ready for Prime Time

[Spazz27]

Just cracks me up with some comments: my Rivian has been in the shop 72 times, but hey they were nice and Rivian is the best I’ve ever owned!!! GTFO with that crap. Like CoDogman. Your Rivian was in the shop for 6 days? Bro my 4 Toyotas over 30 years together weren’t in the shop 6 days lol

haha 6 days? No, 6 days sitting with no communication. This visit started on April 3 I still dont have the car. And in total, since I bought it 13 months ago, its been with them a combined 5 months! Sorry, not good enough by my standards.

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[Spazz27]

Then it's on you for not communicating with the service center ahead of time that lack of frequent personalized communication was a deal breaker. You've overreacted to a situation that resulted in a vehicle that was fixed in under a week, mostly because you weren't coddled with multiple personal phone calls.

No—this isn’t about being “coddled.” It’s about basic professionalism and respect for the customer.

And just to be clear, I did communicate expectations and them to me. When I dropped the vehicle off, I had a clear conversation with the service team about what I should expect. They explicitly told me I’d receive daily communication and be kept in the loop. That didn’t happen—at all. It's been since April 3rd without a single call, message, or update. The only reason I knew the truck was done is because the app quietly exited service mode. That’s not acceptable by any standard.

If I have to beg for follow-through on what they already promised, the issue isn’t me—it’s a broken process. I didn’t overreact. I responded appropriately to being ignored after trusting them with a $100K+ vehicle.

If that sounds like an overreaction to you, maybe your expectations are just too low.

 

[dleepnw]

This time it was in for the recall stuff, the car is suddenly pulling to the left dramatically and the issue in the video which also just happened.

And I appreciate your perspective, but I think you’re missing the point.

This wasn’t about being unreachable or preferring calls—this was about zero communication of any kind for six days. No chat messages. No updates. Nothing in the app aside from watching one or two items disappear from the list with no context or explanation. Then suddenly, the app showed the vehicle was no longer in service mode—that’s how I found out it was ready. That’s not “as good or better” than a phone call. That’s being completely left in the dark.

And to be clear—I’m not dismissing anyone’s good experiences. I’m saying mine shouldn’t be dismissed either. My criticism is of inconsistency, which becomes a serious brand issue when you’re selling a $100K product with luxury-level expectations.

We’re all here sharing real experiences. And if Rivian wants to build long-term trust, they need to fix the gaps—not just celebrate the wins.

If they fix all the issues, why you do need a call or chat communication in-between with explanations or context? Does any other manufacturer do that? When I pick up my Lexus from the service center, I don't know the details until I show up. They don't contact me unless they need authorization or have questions.

And its possible you happened to look in the app when they had completed the last item. It might seem like there's no communication but are you sure they weren't planning to send you a chat or call? Did you reach out to them first before they contacted you?

I bring that up because that has happened to me where I saw the last item was done but no immediate communication. so I waited and at the end of the day I got a chat it was done and ready for pickup. Sure, if they had contacted me a few hours earlier I might have been able to pickup sooner but it was fine.

 

[TTedP]

OP username checks out

 

[Spazz27]

Sorry your experience has been bad. I don’t think anyone in this forum would argue that service is top notch. It will vary based on personal perception and expectations. IMO service truly is an Achilles heel and it sounds like Rivian is trying to address with adding more service centers. I mean 3-4 months to schedule service is atrocious. The few times I did go in I’ll say for the most part the interactions were good. Was communication frequent? No but I learned I could call in to the service number and they would call the service center directly and get me information. Do I wish for more frequent and better communication? Absolutely. Did the item get fixed, yes! I’ll add the one time I really needed service (tire issue) San Jose team were fast and responsive and got me back into my vehicle in less than half a day. So based on that experience they’ve earned some trust. Hope Miami team steps up their service.

Thanks for the thoughtful response—I really do appreciate that.

And I agree with you: service is 100% Rivian’s Achilles heel. Expanding service centers is a good step, but the execution still needs serious work.

In my case, the vehicle’s been with the Miami service center since April 3rd. The app changed status 6 days ago, suggesting it was ready—but I’ve still received zero communication, and I haven’t been able to confirm if it’s actually fixed. What makes it worse is that when they picked it up, I had a clear conversation with them about expectations. They told me I’d receive daily updates. I’ve gotten nothing.

This isn’t about nitpicking or unrealistic expectations—it’s about holding a six-figure company accountable to its own standards. I want Rivian to succeed. But until experiences like mine stop being shrugged off as “exceptions,” the brand’s going to keep bleeding trust.

 

[dleepnw]

haha 6 days? No, 6 days sitting with no communication. This visit started on April 3 I still dont have the car. And in total, since I bought it 13 months ago, its been with them a combined 5 months! Sorry, not good enough by my standards.

This detail is helpful to know. Sounds like you have a lemon. If its been in the shop 5 months out of 13, thats not normal and sounds like you've had serious issues. I'd ask Rivian for a buy back and/or reach out to them about initiating lemon law (depending on your state)

 

[Spazz27]

If they fix all the issues, why you do need a call or chat communication in-between with explanations or context? Does any other manufacturer do that? When I pick up my Lexus from the service center, I don't know the details until I show up. They don't contact me unless they need authorization or have questions.

And its possible you happened to look in the app when they had completed the last item. It might seem like there's no communication but are you sure they weren't planning to send you a chat or call? Did you reach out to them first before they contacted you?

I bring that up because that has happened to me where I saw the last item was done but no immediate communication. so I waited and at the end of the day I got a chat it was done and ready for pickup. Sure, if they had contacted me a few hours earlier I might have been able to pickup sooner but it was fine.

I hear what you’re saying, but comparing Rivian to Lexus service isn’t really apples to apples. Lexus has decades of infrastructure, a fully mature dealer network, and a track record of consistency. Rivian, on the other hand, is marketing itself as an innovative, premium tech-driven brand—and with that comes the expectation of transparent, real-time communication, especially when their own staff explicitly promises daily updates, which is exactly what they told me.

This isn’t me being impatient or unreasonable. I’ve owned this vehicle for 13 months, and it’s been in the shop for nearly 150 days. That’s almost five months of ownership time without access to the vehicle. That’s not minor—it’s absurd.

Most recently, it’s been at the Miami service center since April 3rd. The app changed status six days ago, but I’ve received no call, no chat, no confirmation that it’s actually ready. That’s not a few hours of waiting for a message—it’s six days of silence after a clear promise of daily communication.

And let’s be honest—it’s not the customer’s job to chase down updates when the company already committed to providing them. I’m not asking for special treatment. I’m asking for the bare minimum follow-through from a brand that talks about redefining premium ownership.

If Rivian wants to succeed long term, this kind of inconsistency—especially after repeated failures—needs to be addressed, not rationalized.

 

[SeaGeo]

Thanks for the thoughtful response—I really do appreciate that.

And I agree with you: service is 100% Rivian’s Achilles heel. Expanding service centers is a good step, but the execution still needs serious work.

In my case, the vehicle’s been with the Miami service center since April 3rd. The app changed status 6 days ago, suggesting it was ready—but I’ve still received zero communication, and I haven’t been able to confirm if it’s actually fixed. What makes it worse is that when they picked it up, I had a clear conversation with them about expectations. They told me I’d receive daily updates. I’ve gotten nothing.

This isn’t about nitpicking or unrealistic expectations—it’s about holding a six-figure company accountable to its own standards. I want Rivian to succeed. But until experiences like mine stop being shrugged off as “exceptions,” the brand’s going to keep bleeding trust.

Have you tried calling and asking them what the status of the vehicle is since the app status changed?

 

[starbux]

I hear what you’re saying, but comparing Rivian to Lexus service isn’t really apples to apples. Lexus has decades of infrastructure, a fully mature dealer network, and a track record of consistency. Rivian, on the other hand, is marketing itself as an innovative, premium tech-driven brand—and with that comes the expectation of transparent, real-time communication, especially when their own staff explicitly promises daily updates, which is exactly what they told me.

This isn’t me being impatient or unreasonable. I’ve owned this vehicle for 13 months, and it’s been in the shop for nearly 150 days. That’s almost five months of ownership time without access to the vehicle. That’s not minor—it’s absurd.

Most recently, it’s been at the Miami service center since April 3rd. The app changed status six days ago, but I’ve received no call, no chat, no confirmation that it’s actually ready. That’s not a few hours of waiting for a message—it’s six days of silence after a clear promise of daily communication.

And let’s be honest—it’s not the customer’s job to chase down updates when the company already committed to providing them. I’m not asking for special treatment. I’m asking for the bare minimum follow-through from a brand that talks about redefining premium ownership.

If Rivian wants to succeed long term, this kind of inconsistency—especially after repeated failures—needs to be addressed, not rationalized.

What is your state's policy on lemons?

 

[Spazz27]

This detail is helpful to know. Sounds like you have a lemon. If its been in the shop 5 months out of 13, thats not normal and sounds like you've had serious issues. I'd ask Rivian for a buy back and/or reach out to them about initiating lemon law (depending on your state)

Totally agree—it’s absolutely not normal. That’s exactly why I’ve tried to initiate a buyback.

I’ve asked Rivian twice, directly and through the appropriate channels, and both times they either made it nearly impossible to get a straight answer or flat-out said no—despite the fact that the vehicle has been in the shop for nearly 150 days out of 13 months of ownership. If that’s not a textbook lemon, I don’t know what is.

The reality is: Rivian talks a lot about standing by their customers, but when it comes time to own the consequences of a defective vehicle, they dodge, delay, and deflect.

And yes, I’m now looking into lemon law in my state—but it shouldn’t have to come to this. They had multiple chances to do the right thing.

 

[Spazz27]

Have you tried calling and asking them what the status of the vehicle is since the app status changed?

Oh Yes haha—I’ve called three times since the app status changed (last time was right before I posted this review). Each time, I was either told no one was available at the Miami Service Center or that someone would call me back. No one ever did.

I also have a detailed email thread tracking every message I’ve sent. One of the past advisors—who’s actually a good guy—has replied, but even he told me he can’t help because I’m not assigned to him this time. So essentially, I’m stuck in limbo while they pass the buck internally.

This isn’t about me not trying to get answers. It’s about Rivian’s internal breakdown and refusal to follow through—even when they’ve promised to.

Let's see if someone calls me tomorrow.

 

[SeaGeo]

Oh Yes haha—I’ve called three times since the app status changed (last time was right before I posted this review). Each time, I was either told no one was available at the Miami Service Center or that someone would call me back. No one ever did.

I also have a detailed email thread tracking every message I’ve sent. One of the past advisors—who’s actually a good guy—has replied, but even he told me he can’t help because I’m not assigned to him this time. So essentially, I’m stuck in limbo while they pass the buck internally.

This isn’t about me not trying to get answers. It’s about Rivian’s internal breakdown and refusal to follow through—even when they’ve promised to.

Let's see if someone calls me tomorrow.

Oof. Yeah that's rough. The Miami SC sounds like a shit show.

 

[Spazz27]

What is your state's policy on lemons?

Florida actually has a fairly strong lemon law, and I’ve looked into it—but at this point, I’m honestly just waiting to break even (which I think Im close to), and then I’ll most likely just get rid of the vehicle.

I’ve asked Rivian for a buyback multiple times, and each time they either dodged the question or flat-out refused. So rather than waste more time fighting a company that clearly doesn’t want to take responsibility, I’m just going to move on when it makes financial sense.

 

[Spazz27]

haha yes! thats exactly right!!

 

[Spazz27]

... is it fixed now?

I have no idea! Because of the "it's too dangerous to drive" warning by Rivian, I want to confirm that it is, and that's what I haven't been able to get for 6 days.

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