Complaints

This profile includes complaints for Rivian Automotive, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rivian Automotive, LLC

  14600 Myford Rd Irvine, CA 92606-1005

• 

  Rivian Automotive, LLC

  400 Newbury Street Suite 900 Boston, MA 02115

• 

  Rivian Automotive, LLC

  3120 W Empire Ave Burbank, CA 91504

• 

  Rivian Automotive, LLC

  5225 68th St SE Unit A Caledonia, MI 49316

• 

  Rivian Automotive LLC

  8787 Snouffer School Rd Suite C Gaithersburg, MD 20879

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/03/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint after exhausting all attempts to resolve a serious issue with Rivian regarding my R1S vehicle order. The company has refused to honor a written price commitment and failed to provide any channel for resolution.I received multiple written price quotes from Rivian representatives for a 2026 R1S vehicle via email and text messages. These quotes included a ****** employee discount explicitly confirmed in writing by a Rivian employee. I have documentation for all communications.I was consistently quoted 2026 model vehicles with the discount applied and relied on this information as true and accurate.Concerned about inconsistencies, I requested detailed vehicle information the quotes were based on, but this was never provided. This lack of transparency prevented errors from being caught ********** good faith, I placed my order based on the written quotes. Only after confirmation did Rivian inform me they would not honor the pricing, stating the discount was only for 2025 models and their team had made repeated errors.I sent a formal email requesting to speak with leadership. A salesperson acknowledged my request and said someone from Rivian would reach out to rectify the situation. That email has gone unanswered, and no one from Rivian has contacted me. The salesperson has since stopped responding after I provided availability.Rivian made a clear written commitment that I relied upon to enter into a major purchase. The company has not only refused accountability for repeated errors but is now ignoring my attempts to resolve this matter. This is an unacceptable business practice and a serious breach of ******** desired resolution is for Rivian to honor the agreed-upon price and apply the confirmed ****** employee discount to my R1S order as promised in multiple written communications.

  Business Response

  Date: 09/09/2025

  Rivian Inside Sale Manager **** *. and Inside Sales Senior Manager **** *. made contact with Ms. ******** on September 3, 2025 to review eligible lease incentives and configurations. In addition to the eligible lease incentives, all eligible discounts have been applied to the order. Ms. ******** is scheduled to take delivery of a Rivian R1S on September 12, 2025. 

  We appreciate Ms. ******** for bringing this to our attention and hope for a positive ownership experience for her.

  Customer Answer

  Date: 09/09/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. This complaint was made before the Rivian representatives had reached out. This complaint is resolved.
  
  Regards,
  
  ******** ********
  
   
  

• Initial Complaint

  Date:09/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 26, Rivian came and replaced our 12 V battery. We took a trip six days later with plenty of charge left the car We did everything the car said to do and pulled over. We are now being charged for the roadside that was supposedly free as well as a labor, and12 V as you can see in the pictures I uploaded their faulty **************************************************************************************************************************************************************** charging us $1500

  Business Response

  Date: 09/12/2025

  I have reviewed Ms. ********** concerns with Rivian ************* Supervisor ***** ****, who has agreed to an adjustment for the tow charge incurred. The reason for the adjustment is the representation given by the Rivian agent that Ms. ******** was not responsible for the cost of the tow. 

  The refund will be issued via Stripe.

  Please contact ***** **** ************************************** or ****** ******* ****************************************** with any questions about this refund.

  Customer Answer

  Date: 09/12/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ********
  
   
  

• Initial Complaint

  Date:08/29/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a New Rivian R1S directly from Rivian on 6/29/25. Initially contacted Rivian Sales on 6/12/25 and was assigned a sales rep ********* Communication through text will all records available. On 6/24, confirmed with ****** about all incentives offered as we move forward with completing the purchase. ****** confirmed all incentives have been applied. One of the incentives included was the choice of Dark Cross Bars to be delivered within two weeks of delivery directly to buyer. Since the two-week ***** I have been reaching out to the customer care team for assistance on completing this process and everytime I call I am given the run around and "promised" that ****** and/or his direct manager **** **** will be reaching out. I have called numerous times and also have messaged ****** on the same number that the entire sales conversation was held but there has not been any response. I also informed representatives at the ********** location about the issue to which they asked for proof of the Dark Cross bars being promised but they have also failed to follow up. Most recently, called on 8/29 and was promised again that a manager will reach out to ******/****. When I ask for direct contact information for alternative managers for assistance, employees are rude and inform me that they are not allowed to provide contact information- sounds very bizarre to me. Consistently being ghosted and lack of follow-up has created a poor consumer buying experience. There are other Rivian buyers who have also expressed their frustration on post sale support from Rivian. What I am seeking as a resolution is for **** **** or another sales leader to contact me in a timely manner and explain why this has been been taken care of. They need to fulfill the promise I was made and provide me the Dark Cross Bars as promised. Everytime i have called, they have record of the previous conversations with Rivian and calls are being recorded.

• Initial Complaint

  Date:08/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This Complaint involves damages caused by a Public EV Charge Station owned by Rivian. On June 18, 2025 I attached my vehicle, a 2023 Chrysler Pacifica PHEV to their public charge port. Upon returning a short time later, one of the internal charge connectors inside the their charge handle melted on to my charge port. The charge handle was hot and I noticed smoke. When I pulled the charge handle off, there remained a metal piece of their charger stuck to one of my charge terminals. I immediately tried to remove it, but it will not come off. To this day, it is still stuck as if it has been super-heated or welded together to my charge port. My judgment to what had happened is the Rivian charge cable itself had a weak, worn or otherwise defect within the charge handle that caused itself to overhear and melt. I do not believe my vehicle could have caused the issue simply because the heat source came from within the Rivian charge handle and it was the Rivian charge cable component that came loose and melted to my charge port terminal. Further, my charge port had no fault last time I used it and its wires were not burned or melted from the port. I will add the vehicle was charging just fine when I left it and I had no reason to believe anything was wrong from that point forward. When I informed Rivian what had happened, they appeared remorseful and willing to take responsibility. I gave them photos and a copy of the incident report as they were to file a claim on my behalf for their product liability. As the days and weeks moved on, they have made no good faith efforts toward this end--all I get are customer service people that can only read call notes but I can never speak with anyone of authority like I'm calling a 3rd world county, It's been over two months and they have yet to take responsibility to repair my vehicle for the damaged they caused. Rivian should cover the costs to repair my vehicle and take full responsibility instead playing games with phone logs.

• Initial Complaint

  Date:08/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At ~****** miles my R1S showed severe inner-shoulder wear/exposed cords on the front tires. I asked Rivian to diagnose alignment-related causes and document the findings. On 5/21/25 Rivian performed FSAM-1507 (hub-to-knuckle torque to 135 Nm) but did not record alignment values. On 8/1/25 I brought the vehicle in again; Rivian repaired an unrelated front drive unit seep and confirmed no alignment-critical parts were loosened, but again no alignment reading was provided.I repeatedly requested: (1) a clean four-wheel alignment printout to confirm geometry, and (2) complete service records. Initially Rivian stated the tires had been replaced by a third party at ***** mi; this was incorrectthe Rivian app shows a rotation at ***** mi. Rivian later acknowledged no alignment measurements exist and declined to mount loaner/take-off tires or use a rim-clamp measure-only check, stating alignment would be complimentary only if I buy tires from ************************* left without a definitive diagnosis, facing safety concerns and potential storage/loaner charges, despite good-faith efforts to provide data and cooperate.What I seek:A complimentary, measure-only four-wheel alignment with a printed report (no purchase required), using rim-clamp or suitable method to ensure accuracy.If geometry is out of spec, warranty correction of the cause and goodwill replacement of the two front tires (or equivalent credit).Upload/email the complete repair orders for 5/21/25 and 8/1/25 visits, including technician notes, tread-depths, DOTs, and photos already taken.Waiver of any storage/loaner fees while diagnosis and goodwill review are completed.x`I appreciate Rivians safety focus; Im simply asking for a fair diagnostic record and resolution consistent with their warranty and customer-care commitments.

  Business Response

  Date: 09/02/2025

  Good Afternoon:

  I have reviewed Mr. *********** concerns with the assigned Service Manager.

  There is no internal record of tire rotation for this VIN (*****************) being authorized by Mr. ********* or completed at a Rivian ************** facility since Mr. ********* took delivery of this vehicle on 2/5/24. This vehicle is outside of the adjustment warranty period of 1 year/12,000 miles. Adjustments outside of this period including wheel alignment and tire rotation are the responsibility of the owner. Mr. ********* has been provided with information related to pursuing a warranty claim with the tire manufacturer. This information is also located on page 21 of the New Vehilcle Limited Warranty Guide.

  The Hayward ************** leadership team contacted Mr. ********* via email on 8/6/25 to indicate that Rivian would provide a complimentary alignment should he decide to purchase new tires from Rivian. If Mr. ********* chooses to have the tires replaced elsewhere, he would need to cover wheel alignment diagnostic fees and expenses, per the adjustment warranty.  This vehicle is currently located at the **********************. Mr. ********* is encouraged to get in contact with that team regarding next steps for the vehicle or retrieving the vehicle. That team can also provide copies of any requested service records for this vehicle.

  ***** *****

  Counsel, Consumer Engagement

• Initial Complaint

  Date:08/23/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our 2024 Rivian R1S with less than 40K miles on it is on is 6th visit to Rivian -- all issues they have been unable to correct. The most concerning is the alignment, which after my last pickup on 6/12/25 - I immediately placed a new service order for it still being off along with other issues in the work order that were not complete (AC, door handle). I am now being recommended my THIRD replacement set of tires due to tred. I use my vehicle for work and it is only highway miles (we live in **). Rivian's inability to fix my alignment after 6 service visits as caused unnecessary wear and tear on my vehicle and tires. The consistent trips to service center have been a major inconvenience and Rivian and the Gaithersburg team have been dismissive, rude and unhelpful. Rivian should replace the 4 tires -- they are ~15K from their life expectancy. I will note that I am also a R2 order holder and early adopter to the Rivian brand.

• Initial Complaint

  Date:08/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The passenger side window of my Rivian R1T will not close. I took the vehicle to the Rivian ************** in ********, ** and it was clear they did not know what to do when their service app would not work with the current version of software installed in my R1T. I have one of the earlier vehicles, 2022. The software has not updated automatically for quite some time, well over a year. I left the vehicle at the service center for 2 weeks, but no progress was made and there did not seem to be an escalation path to Rivian engineers to ask what to do, or there is such a path, but no effort was made to engage it. I had to return to ******** to recover my vehicle to deal with another issue (the car was rear-ended on the way to the service center). I was told in no uncertain terms that the service center does not do collision repair, nor did I get any assistance in getting such a repair. Not co-operating with my efforts to get the car repaired was part of the "service" - it was even suggested that the loss-adjuster for GEICO would not be allowed to inspect the vehicle at the service ********* car remains un-usable except for very short distances, and I have called the Rivian Support number several times and have no clear path ********** is not OK that Rivian service centers are unable to service 3 year old Rivians. There needs to be a service story for all cars sold since this model was introduced.I need to have my passenger side window closed.

  Business Response

  Date: 08/19/2025

  Mr. ******:

  I have reviewed your concerns with the manager of the ************************ They will be in contact with you to schedule a follow up visit.

  I am sorry to hear of the accident involving your R1T. If your assigned adjuster needs access to inspect the Rivian, please contact the *********************** to arrange or review options for inspection. Collision repairs and body work cannot be performed at Rivian ************** locations. You will need to select a shop for repairs. Rivian Certified Collision Centers have trained technicians that can perform repair work to Rivian specifications. You can locate a Rivian ************************* at: ******************************************************************************.

  Customer Answer

  Date: 08/21/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  I am particularly concerned about two issues (though this may in reality be just one issue):

  1. The software on my Rivian is no longer being updated over the air, and does not seem compatible with current ************** apps. This is going to make vehicles unserviceable as time passes, if this is a general problem. Hope Rivian would consider a recall, to update vehicles with the necessary hardware/software, so that we can stay in the update and servicing loop for the life of the vehicle.

  2. My free Telsa (NACS) adapter from Rivian has never worked, despite me trying it on a range of Tesla chargers. Is this related to the system software not updating.

  
  Regards,
  
  ***** ******
  
   

  
  

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding my deeply unsatisfactory experience with Rivian's service and sales, starting July 9, ******* Rivian R1T has been in service since July 9 for a suspension issue that occurred just after the 60,000-mile warranty expired. Service has been marked by severe communication failures, delays, and unexpected costs.Service Department Issues:Lack of Direct Communication: For nearly a month, proactive updates are absent. Rivian uses "Slydial" (voicemail redirect) and has phone delays, preventing direct conversation. I formally request transcripts of all call/communication.Escalating Unapproved Repairs: Repair lists continuously grow without my consent. Recently, the Rivian app showed an added $5,500 repair, unapproved by me. This lack of transparency and unilateral charge is unacceptable.Unfulfilled Promises: Despite assurances, my truck remains unrepaired with no clear timeline.Sales Department Issues (Concurrent):EV Tax Credit Misinformation: I was told I'd qualify for an EV tax credit for a new purchase, then this was retracted. A Rivian Guide also incorrectly stated I'd lose my $500 deposit, despite prior refund assurance.Unhonored Trade-In Value: The dealership failed to honor the initial trade-in value for my R1T. This, alongside misinformation, led me to abandon the new vehicle purchase.Poor communication, rising unapproved repair costs, and misleading sales information have created an incredibly frustrating situation. Rivian's disregard for customer satisfaction is unacceptable.Desired Resolution:I seek:Immediate, direct communication from a senior Rivian representative regarding my R1T's status.

• Initial Complaint

  Date:08/01/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were very excited about purchasing a Rivian and had flown to ******, ** to check out a vehicle. While there, we were offered a price on a Rivian and told that, to secure the vehicle, we needed to place a $500 deposit which we did. We were informed that the vehicle would be transferred to ********* for final paperwork and pickup.Unfortunately, thats when things started to fall apart. When we began working with the Rivian ****************, we were told the price we were quoted in ****** was incorrect, and that there was nothing they could do. This was extremely confusing, as the understanding was that all that remained was to finalize the paperwork. To make matters worse, we were up against a deadline for incentives which we clearly communicated to the Las Vegas staff.The price was later increased by $400, allegedly due to a mistake made in ******. A representative in ********* assured us that we were being given the best price available, but this later turned out to be untrue confirmed after speaking with someone from Rivian in **********. It became clear that the ************** either lacked key information or were not being transparent.Due to the delays, miscommunication, and lack of follow-through from the **************, we missed out on the incentives and lost the Rivian that had been transported from ******* specifically for our purchase.We are now working with someone in ********** who is doing their best to help us, but the pricing is no longer comparable to the deal we initially had and the overall experience has been frustrating, disappointing, and frankly, unfair.Were long-time supporters of the Rivian brand and had high hopes for this purchase, but this process has left us feeling misled and discouraged. We would appreciate it if someone from leadership could review this situation and help us find a resolution that reflects the original deal and honors the commitment made when we placed our deposit.

• Initial Complaint

  Date:07/28/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently flew to ****** to purchase a car. While there, we were offered a price on a Rivian and told that to secure the vehicle, we needed to place a $500 deposit which we did. We were informed the vehicle would be transferred to ********* for final paperwork and pickup.Unfortunately, thats when things began to fall apart.When we started working with the ****************, we were told the quoted price in ****** was incorrect, and that there was nothing they could do. This was confusing, as we believed all that remained was to finalize paperwork. To make matters worse, we were racing a deadline for the federal ** incentive which we clearly communicated.The price was later increased by $400, allegedly due to a Dallas mistake. A Las Vegas *** assured us it was the best price available, but this was later contradicted by someone in **********, exposing either misinformation or lack of transparency from **********Because of delays, miscommunication, and poor follow-through, we missed out on the ** tax credit and lost the Rivian that was transported from ******* specifically for us.We are now working with someone in ********** trying to help, but the pricing is no longer comparable to what we were originally offered. The whole experience has been frustrating, disappointing, and frankly, unfair.Weve supported Rivian for years and had high hopes for this purchase, but now feel misled and discouraged. Wed appreciate someone in leadership reviewing this situation and helping to honor the deal that was promised when we placed our deposit.This was so upsetting I actually cried. We believed in this vehicle and this company this experience has left us disheartened.