Miami Service Center is a Disaster

[Msg43]

Our extended family has 3 R1Ss, all in Miami. I like the car and the company. I am sad to say that I tell people not to buy the car because a) it will spend a good portion of its life in the service center and b) Miami service center is so bad that it really kills the enjoyment of the car. Months to get an appointment and then the car will sit (mine is currently in its third week of sitting BEFORE BEING WORKED ON) in the hot sun waiting for a tech. The center doesn't respond timely to portal messages or calls and basically just says "we are super short staffed and overwhelmed, what do you want us to do?". Based on how much work our cars have needed and how slow the repairs are I fear that this company can't possibly make it...

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[NY_Rob]

It's an unfortunate fact of life here in the states where working in the trades is looked down upon in favor of white collar careers. Those attitudes have resulted in a severe shortage of young, skilled or even non-skilled people willing to learn available for good paying trade jobs.

 

[RWerksman]

It's an unfortunate fact of life here in the states where working in the trades is looked down upon in favor of white collar careers. Those attitudes have resulted in a severe shortage of young, skilled or even non-skilled people willing to learn available for good paying trade jobs.

On the flip, I've found that paying well and treating employees exceptionally overcome a shortage exceptionally. Free market exceptionalism FTW.

They can fix it. They just need to put the effort and time into doing so.

 

[Donald Stanfield]

On the flip, I've found that paying well and treating employees exceptionally overcome a shortage exceptionally. Free market exceptionalism FTW.

They can fix it. They just need to put the effort and time into doing so.

How many people are working for you? Is it in the hundreds or thousands that Rivian needs to staff their service centers?

 

[Allister]

Our extended family has 3 R1Ss, all in Miami. I like the car and the company. I am sad to say that I tell people not to buy the car because a) it will spend a good portion of its life in the service center and b) Miami service center is so bad that it really kills the enjoyment of the car. Months to get an appointment and then the car will sit (mine is currently in its third week of sitting BEFORE BEING WORKED ON) in the hot sun waiting for a tech. The center doesn't respond timely to portal messages or calls and basically just says "we are super short staffed and overwhelmed, what do you want us to do?". Based on how much work our cars have needed and how slow the repairs are I fear that this company can't possibly make it...

I've actually had the opposite experience. My T has been to that service center 3 times now (just opened the ticket to go again for a 4th time) and I've never had an issue with them. As far as I've been able to see, the longest my truck has ever waited for a tech is about a week. The new appointment that I just opened today is for mid-May, so a little over a month before it can be seen. Granted that's sooner than usual, but I've noticed appointment timing to be coming down, not up. And whenever I ask them a question in the app, I typically get a response back within a few hours. I guess it really is all luck of the draw on who you talk to and have to deal with over there, because every experience I've had with them so far has been pretty pleasant.

 

[Eric_partman]

I've actually had the opposite experience. My T has been to that service center 3 times now (just opened the ticket to go again for a 4th time) and I've never had an issue with them. As far as I've been able to see, the longest my truck has ever waited for a tech is about a week. The new appointment that I just opened today is for mid-May, so a little over a month before it can be seen. Granted that's sooner than usual, but I've noticed appointment timing to be coming down, not up. And whenever I ask them a question in the app, I typically get a response back within a few hours. I guess it really is all luck of the draw on who you talk to and have to deal with over there, because every experience I've had with them so far has been pretty pleasant.

I ticket in mid May is diabolical lol

 

[strykerwsu]

Calling dealerships for old school vehicle I got quotes of 2 months from the 2 I would trust in town, overall industry issue.

 

[Allister]

I ticket in mid May is diabolical lol

Could be worse. My last appointment I originally scheduled back in November I think, and I wasn't in the service center until beginning of March. That was probably the longest I had ever waited to get the truck in. Here's to hoping this next visit is the last time that I have to go to the service center.

 

[GatorRiv]

I've actually had the opposite experience. My T has been to that service center 3 times now (just opened the ticket to go again for a 4th time) and I've never had an issue with them. As far as I've been able to see, the longest my truck has ever waited for a tech is about a week. The new appointment that I just opened today is for mid-May, so a little over a month before it can be seen. Granted that's sooner than usual, but I've noticed appointment timing to be coming down, not up. And whenever I ask them a question in the app, I typically get a response back within a few hours. I guess it really is all luck of the draw on who you talk to and have to deal with over there, because every experience I've had with them so far has been pretty pleasant.

Yeah, I've been pleased enough with service at Miami although obviously mileage will vary.

I've had the greatest hits type repairs.....twice with 12v fail, once with preventative 12v replace, one with a/c dripping onto drivers floor, one windshield....all from late 2023-early 2025

If it has failed and doesn't drive, I've gotten same day tows and gotten the car back 1-3 days later. Neve a week.

I've never bought it in for minor stuff. Life's too short.

I've always been able to call and get someone even if the answers are vague. I'd give it a B or B+

 

[Allister]

Yeah, I've been pleased enough with service at Miami although obviously mileage will vary.

I've had the greatest hits type repairs.....twice with 12v fail, once with preventative 12v replace, one with a/c dripping onto drivers floor, one windshield....all from late 2023-early 2025

If it has failed and doesn't drive, I've gotten same day tows and gotten the car back 1-3 days later. Neve a week.

I've never bought it in for minor stuff. Life's too short.

I've always been able to call and get someone even if the answers are vague. I'd give it a B or B+

Over the past 9 months mine has been there for all kinds of major things. Half shafts and HUBs on all 4 corners (twice up front), new subframe, new dampers front and rear, a tonneau replacement, and all kinds of random little things while it was there for the big replacements. Never been lefted stranded though, thankfully.

But the service center has always been really attentive. They even walked me through how to replace the front light bar over the phone after I had gotten into a minor accident and didn't want to spend the $1200 they were going to charge to replace it for me. Can't really ask for better service than that.

 

[Electrified Outdoors]

This is the current pain point of Rivian ownership. The actual staff at the service centers are great and doing their best.

The two challenges right now are:

1) Service wait times (in most areas) and ultimately issue resolution time.
2) Parts supply - This one is not as noticeable when truck is at the RSC…but ours is currently at a Rivian certified body shop waiting in a passenger side door which is on national back order. Was told it could take up to three months.

The biggest problem at least in the latter case is that Rivian doesn’t do good with comms on logistics so the Rivian certified shops seem to have no idea when the part is coming in.

Everyone …including 3rd parties are forced to be reactionary va proactive.

I questioned how Rivian can afford to pay huge rental bills for all these vehicles sitting in in service for so long.

It’s been going on for so long it seems to be working for Rivian. For the customer experience not so much. It needs to change…sadly one of the reasons I canceled my R2 reservation.

I want Rivian to be successful but the service and parts issues need to be addressed. R2 owners will not be as accepting of this process. Also, the volumes that come with R2 will most certainly not make the current process sustainable.

The service center staff are overwhelmed in many areas.

Everything else about Rivian ownership is great! The company, the community of owners, and of course the vehicles.

If Rivian can solve the service and parts supply issues they will be unstoppable. I will not stop pressing this issue because service for many folks is a deal breaker and it’s critical to the long term success of Rivian.

 

[Msg43]

I've actually had the opposite experience. My T has been to that service center 3 times now (just opened the ticket to go again for a 4th time) and I've never had an issue with them. As far as I've been able to see, the longest my truck has ever waited for a tech is about a week. The new appointment that I just opened today is for mid-May, so a little over a month before it can be seen. Granted that's sooner than usual, but I've noticed appointment timing to be coming down, not up. And whenever I ask them a question in the app, I typically get a response back within a few hours. I guess it really is all luck of the draw on who you talk to and have to deal with over there, because every experience I've had with them so far has been pretty pleasant.

To clarify, it was a month for the appointment AND three weeks while it sat on the lot waiting to be seen AFTER the appointment date.
Also funny that we are commenting on the need for the service center to beef up staff and glossing over the fact that your T is going in the 4th time....

 

[Msg43]

This is the current pain point of Rivian ownership. The actual staff at the service centers are great and doing their best.

The two challenges right now are:

1) Service wait times (in most areas) and ultimately issue resolution time.
2) Parts supply - This one is not as noticeable when truck is at the RSC…but ours is currently at a Rivian certified body shop waiting in a passenger side door which is on national back order. Was told it could take up to three months.

The biggest problem at least in the latter case is that Rivian doesn’t do good with comms on logistics so the Rivian certified shops seem to have no idea when the part is coming in.

Everyone …including 3rd parties are forced to be reactionary va proactive.

I questioned how Rivian can afford to pay huge rental bills for all these vehicles sitting in in service for so long.

It’s been going on for so long it seems to be working for Rivian. For the customer experience not so much. It needs to change…sadly one of the reasons I canceled my R2 reservation.

I want Rivian to be successful but the service and parts issues need to be addressed. R2 owners will not be as accepting of this process. Also, the volumes that come with R2 will most certainly not make the current process sustainable.

The service center staff are overwhelmed in many areas.

Everything else about Rivian ownership is great! The company, the community of owners, and of course the vehicles.

If Rivian can solve the service and parts supply issues they will be unstoppable. I will not stop pressing this issue because service for many folks is a deal breaker and it’s critical to the long term success of Rivian.

When the site sponsor cancels his R2 reservation you know your company is cooked... And the rental bills doesn't mean "it is working for them" it just might mean it is the only option they have...

 

[Allister]

To clarify, it was a month for the appointment AND three weeks while it sat on the lot waiting to be seen AFTER the appointment date.
Also funny that we are commenting on the need for the service center to beef up staff and glossing over the fact that your T is going in the 4th time....

Oh 100% they need to beef up that service center. Honestly with all the traffic they get through that one in particular, it should be double the size that it is. I agree with you on that, I'm just saying my experience with that service center has been pretty good.

My T going in constantly is a whole other story. Mine is just an early VIN problem child that likes to test my patience and I'm a bit of a perfectionist when it comes to my cars. I've got the warranty, so I'm going to use it until every little thing is resolved.

 

[Electrified Outdoors]

I just want to be clear that I’m making noise to help both Rivian and its owners. It’s not acceptable on many levels. It also creates a terrible work environment for the service center staff. The staff at your local service center all want Rivian to succeed as well.

We are probably about 12-16 months away from R2 if the current timeline holds. If Rivian doesn’t get the processes in place now it’s not reasonable to expect the volumes with R2 to improve this. Rivian needs to get it together.

If Rivian can get the service and parts supply issues fixed I believe Rivian could be the undisputed leader in the EV space.

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