Burbank Service Center nonsense

[goldburger]

I’m an R1 owner since 2022 and on my second vehicle. As an early owner I know a little thing or two about the service centers so I was surprised when Burbank is claiming the issue I’m having is a customer responsibility.

Yesterday I went to Americas Tire (which is discount tire) to get a nail repair and tire rotation. They said one of the bolts on one of the wheels was coming off rough and they didn’t want to break the strut so we couldn’t complete the rotation. I called Rivian and got a next day appointment in Burbank. There has been zero work zero tire rotations done. They claim it’s not a manufacturing issue and “someone” stripped the bolts. My option is to pay or pick it up without being repaired.

I’m waiting for a call from the manager but wtf— completely shocked as this is not the Rivian I had many great service center experience experiences with my 2022 R1T.

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[Oldsmobile_Mike]

*stud, not strut, I assume you mean?

I understand your point and assume this is a new vehicle (not your 2022)? Just curious what'd they quote you to perform this work?

 

[goldburger]

Yes sorry stud. 2025 R1S I got in August.

 

[sfvR1S]

Playing devil's advocate, but if discount tire was the only one to touch the tire, how do you know it wasn't them that damaged it?

I suppose if the vehicle was never touched by anyone other than Rivian and you discover some damage, you could claim that's the way it was delivered.

On an unrelated note, I've been to the Burbank SC a few times and had mixed results so the last time I needed to visit a SC, I went to VN instead.

 

[UnsungZero_OldTimeAdMan]

Yeeep. Difficult to prove it is indeed Rivian's fault that started with improper assembly at Normal. And the apes at DT could easily have cause the damage and are trying to deflect blame. Both are equally suspect and you are without proof.

Shitty. But, replacement stud and nut shouldn't be expensive. Nut up and eat it.

Your only alternatives, neither of which are practical/productive:

1. Do nothing and keep driving without rotation and a stripped nut & stud that you'll have no choice but to deal with eventually
2. Take someone to small claims court, over expense of a few hundred dollars.

It sure would be nice to know the specs on those studs so we're not beholden to Rivian SC on replacement parts.... so anyone with know-how could DIY something like this.

PS—I don't see how a stripped stud requires wholesale replacement of hub bearing. That, is suspect. I would ask for clarification. As in, if the estimate is written in context of worst case scenario. Or, the assembly is designed such that the bearing must be replaced.

 

[srkz]

This one could maybe go either way but the Burbank SC is unfortunately hot garbage. Egregiously poor customer service there and I’m not sure the techs know what they’re doing at all. I’m not surprised. Van Nuys is the one to go to until they get their house in order.

 

[Oldsmobile_Mike]

I could swear I saw video on here just recently - or maybe it was on one of the Facebook forums - someone else had to replace a replace a broken wheel stud recently. They just took off the wheel and hammered the old stud out. Am I mis-remembering?

Either way, hard to believe Rivian is saying you need to replace the entire hub for one broken stud. Did they actually inspect it when they gave you this quote? Or is this a verbal "over the phone" kind of thing?

I'd imagine this is a "CYA". Once they inspect it they'd be able to determine whether you need the entire hub or just a single stud. But the rest of us here are just guessing.

 

[SwampNut]

shouldn't be expensive.

But it's a Rivian, so it definitely will be.

So is there an answer yet on covering it or not?

 

[goldburger]

The service advisor stood up for me with the managers and said that even if it was the result of poor work at Americas Tire that since we are directed to go to them for rotations that this should be “good-willed” and they ultimately took care of it.

 

[Oldsmobile_Mike]

The service advisor stood up for me with the managers and said that even if it was the result of poor work at Americas Tire that since we are directed to go to them for rotations that this should be “good-willed” and they ultimately took care of it.

Thanks for updating us!

Do you know if they ultimately replaced the entire hub? Or just the messed up stud?

 

[goldburger]

Thanks for updating us!

Do you know if they ultimately replaced the entire hub? Or just the messed up stud?

They did not. Almost as if they over quoted me the required work. Probably wouldn’t have had a stink about it for 150 vs 750 ¯\_(ツ)_/¯

 

[UnsungZero_OldTimeAdMan]

If anyone is curious. Here's a look at a hub and bearing. The studs are probably just pressed in from the back. https://ebay.us/m/fng3qN

Google result on ILJIN Global:
"ILJIN Global, established in 1973 and based in South Korea, is a premier global manufacturer specializing in automotive wheel bearings, suspension, steering, and powertrain components. It supplies major global OEMs such as Hyundai, Kia, GM, Ford, Mercedes-Benz, and BMW, focusing on lightweight, high-performance parts for eco-friendly and EV vehicles."

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