Another Shady Service Center Visit

[CANCERDOC]

In my experience it takes a few days for the service invoice to pop up on the app.

Rivian service is frustrating for sure. I’ve had my vehicle there twice for an alignment and each time they deliver the vehicle back telling it’s all good. I drive 100 feet and immediately can tell the steering wheel is still crooked. I asked twice for the alignment report and they say oh it will be in the invoice. It never is. Not sure if they ever even did an alignment. Both times under warranty but they didn’t fix it. I have a third appt scheduled in February 2025.

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[Agswin]

I don't think you understand. There are 2 completely different products. Has nothing to do with the language on the website. The comprehensive inspection involves the car being put up on a lift.

I told them "I want the 22,500 comprehensive inspection", they said OK that is $200. I paid $200. I get the report back and they performed the much less invasive and much more simple walk around "multi-point inspection". I purchased one product and was given a different product.

Here is a similar example. You buy your wife what is advertised as a 1 ct. diamond ring, you pay an agreed upon price for that 1 ct. diamond ring and take it home. Upon closer inspection you see that it is actually .75 carats. You want your money back because what you were given is not what you paid for. That sounds reasonable right?

I didn't want a .75 carat diamond ring, just like I didn't want a "multi-point inspection" or tire rotation.

 

[freshpow]

I don't think you understand. There are 2 completely different products. Has nothing to do with the language on the website. The comprehensive inspection involves the car being put up on a lift.

I told them "I want the 22,500 comprehensive inspection", they said OK that is $200. I paid $200. I get the report back and they performed the much less invasive and much more simple walk around "multi-point inspection". I purchased one product and was given a different product.

Here is a similar example. You buy your wife what is advertised as a 1 ct. diamond ring, you pay an agreed upon price for that 1 ct. diamond ring and take it home. Upon closer inspection you see that it is actually .75 carats. You want your money back because what you were given is not what you paid for. That sounds reasonable right?

I didn't want a .75 carat diamond ring, just like I didn't want a "multi-point inspection" or tire rotation.

They’ve clearly done away with the “comprehensive” inspection you’re referring to since it was removed from the website. The multi-point inspection/tire rotation costs $200 so you got what you paid for. You are correct that Rivian chat is useless. Try getting in touch with the service center directly (easiest through the app) to see if they’ll refund you given the confusion and recent changes to the details on the website.

 

[Agswin]

They’ve clearly done away with the “comprehensive” inspection you’re referring to since it was removed from the website. The multi-point inspection/tire rotation costs $200 so you got what you paid for. You are correct that Rivian chat is useless. Try getting in touch with the service center directly (easiest through the app) to see if they’ll refund you given the confusion and recent changes to the details on the website.

The issue is that when I made the service appointment, the comprehensive inspection was still active. That is what I paid $200 for and confirmed. If at any point, anyone from Rivian would have said "there is a $200 fee for the multi point inspection and a tire rotation" I would have said no thanks. If at any point, the expert on the phone would have said "we don't have a 22,500 comprehensive inspection anymore" then I would have declined their other options. My point is still that I asked for the 1 ct. diamond, they said they had the 1 ct. diamond, they sold me the 1 ct. diamond but I never got the 1 ct. diamond. I didn't want the .75 ct diamond for $200.

 

[R1TandMe]

I don’t understnad why you didn’t address it when you picked up your vehicle. Maybe i missed that part of the thread.

 

[Hereforthesnacks]

The issue is that when I made the service appointment, the comprehensive inspection was still active. That is what I paid $200 for and confirmed. If at any point, anyone from Rivian would have said "there is a $200 fee for the multi point inspection and a tire rotation" I would have said no thanks. If at any point, the expert on the phone would have said "we don't have a 22,500 comprehensive inspection anymore" then I would have declined their other options. My point is still that I asked for the 1 ct. diamond, they said they had the 1 ct. diamond, they sold me the 1 ct. diamond but I never got the 1 ct. diamond. I didn't want the .75 ct diamond for $200.

There is a very very simple solution to this. Charge them back via your credit card. You will get your money back.

Then you can move on. Rivian service has always been a little off and mercurial. It’s a known issue to deal with when you buy.

 

[Donald Stanfield]

The issue is that when I made the service appointment, the comprehensive inspection was still active. That is what I paid $200 for and confirmed. If at any point, anyone from Rivian would have said "there is a $200 fee for the multi point inspection and a tire rotation" I would have said no thanks. If at any point, the expert on the phone would have said "we don't have a 22,500 comprehensive inspection anymore" then I would have declined their other options. My point is still that I asked for the 1 ct. diamond, they said they had the 1 ct. diamond, they sold me the 1 ct. diamond but I never got the 1 ct. diamond. I didn't want the .75 ct diamond for $200.

No, that is NOT what you paid 200 for if they charge 200 for the multi-point. You would have been charged more if the service was supposed to be more involved than what Rivian charges for the basic service. It has been confirmed that the multi-point inspection costs 200, which is what you were charged. Nothing was baited or switched, you were charged for what you received despite Rivian removing a service they no longer offer.

You should dial down the drama.

 

[Tucker74]

Something seems off, I had my 22.5k comprehensive service done in Austin on 12/24. It was $300 with a 5 tire rotation and I’ve attached the screen shot from my invoice. My local advisor from the Austin Service center sent me the invoice of work to be performed 3 days before my appointment, I had to eSign it before they would work on my truck. Then he went over it in person, line item by item, when I picked it up. I even got a survey from Rivian asking specifically about these steps, are you saying they didn’t do this at your SC?

 

[goodoljake]

Rivian service lacks. Period. Straight up. I've had 2x the truly needed service visits because they never fix everything.

Last visit, I was missing a few bolts underneath so visit was to address that and something else. They put in 2 of the 3 bolts. Why? No clue. I even showed them when I dropped off where they were. I was experienced enough to look before I left so they added it while I waited.

Someday they will figure it out, I hope.

The legitimate drama I see lies around the 10 days to do virtually nothing, especially to not do what you asked to get done.

I don't care if it was free or had a cost. You didn't get what you asked for and will require another visit to get it done.

That's bad business.

Sorry for your experience.

 

[Riviot]

Something seems off, I had my 22.5k comprehensive service done in Austin on 12/24. It was $300 with a 5 tire rotation and I’ve attached the screen shot from my invoice. My local advisor from the Austin Service center sent me the invoice of work to be performed 3 days before my appointment, I had to eSign it before they would work on my truck. Then he went over it in person, line item by item, when I picked it up. I even got a survey from Rivian asking specifically about these steps, are you saying they didn’t do this at your SC?

This concurs with my recent experiences.

OP, if you didn't sign before, you should have. Then they should've reviewed it with you before departure. Does your work order under your Requests list it specifically?

 

[SwampNut]

At least twice I've had an invoice showing that they did an inspection and checked/corrected things that they absolutely didn't do. At least I wasn't paying; it was pursuant to warranty work.

 

[CrazyOne]

The odd thing for me was that when we added the inspection over the phone, there was no type of confirmation except a sort of "sounds good, we can add that". I even asked her "Seems like we should have something in writing that shows exactly what is being done to the car since we live 2 hours away and you want the car for at least 10 days. She basically said "it is all on the ticket and you are confirmed". Any other traditional car I have dropped for service, there is a "meeting of the minds" and paperwork involved so everyone is on the same page.

It is also odd that Rivian quietly removed the 22,500 service bulletin from the app and website without any mention or update or alert. I looked one day and the app said you need a comprehensive inspection at 22,500 and then the next day it was just gone.

The other one is $250 or $275 + cost of tire rotation. What you paid is the same as what I paid for regular inspection + tire rotation.

 

[UnsungZero_OldTimeAdMan]

160 for multipoint inspection and routine maintenance is not bad, but common. You folks must not have owned anything other than a Toyota. Quite strange some insist Rivian has no chance of being profitable, yet complain when they are billed for services rendered. Profitable/sustainable business or charity? Pick one. Hint: charity is wrong answer.

 

[Agswin]

No, that is NOT what you paid 200 for if they charge 200 for the multi-point. You would have been charged more if the service was supposed to be more involved than what Rivian charges for the basic service. It has been confirmed that the multi-point inspection costs 200, which is what you were charged. Nothing was baited or switched, you were charged for what you received despite Rivian removing a service they no longer offer.

You should dial down the drama.

You clearly don't understand my point. I have tried explaining using an analogy. I will try once again.

You go to a steakhouse and see the A5 Wagyu on the menu for $200 and say you want it. Your waiter (Rivian) says, "we changed the menu, and this is not the A5 anymore, it is just a basic steak, but it is still $200". I then say I don't want the basic steak for $200 and I leave.

Rivan didn't give me that option. I told Rivian I wanted the A5 (The comprehensive), they said it was $200. I paid the $200 and then I got the basic steak (Multi point) for $200. At no point did the waiter (Rivian) say "The $200 charge is for the basic inspection; do you still want it? They just went ahead and did it even though I have proof that I asked for the comprehensive and I was expecting to get the comprehensive. I never wanted the basic inspection or $200, that is highway robbery.

If you still don't understand then just move on, there is nothing I can do to try and explain it to you

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