Rivian Service Center

Preface this review, by saying I love the truck and have a deposit for R2. Have been twice to the Chelsea center over 3 years, and service has progressively worsened. They service operations is a class in what you should not do to run the floor. Their queue is unmanaged, and seems that there is no communication chain built between how much capacity that they have and how many service requests that they get. My service person Adrian is a product of this service center deficiencies. I went for a tire change, inspection, cabin filter. Normal service center with an appointment.. this probably would be 4 hours. At Rivian Chelsea it took 8 days. Communication with Adrian via app was less than satisfactory. On the pickup date, confirmed multiple times for the after hours pickup and rental key dropoff. Adrian made promises to charge the vehicle (my last check showed that the truck has not been charged in a week), he would put the key fob in a designated place, and my assumption (how wrong I was) that the vehicle would be parked in the front. The result: Adrian did not take the vehicle off service mode, making it hard to locate, after about 30minutes I was able to find the car in the secondary parking lot, only to spend next 30 minutes (in the dark and cold) trying to find the key fob - Adrian forgot the key fob. Took it off the service mode, and getting ready to leave, and the car barely had miles to get out of boston - finally picked a charge in Canton to get home. The whole ordeal took H O U R S - when simple customer service, attention to detail, and operations knowledge would have made this better. Needless to say, someone couldn't pay me enough to come back to this service center. Will give the new canton location with a 2 month wait list a go next time - my expectations will be low. If you are coming to the Chelsea center, do not expect a well oiled machinery, prepare for disappointment, and just maybe.. maybe you will get the vehicle the same day and have enough miles to get home.

Very disappointed with Rivian service. 0/4 service requests fixed, 6 hours in Chelsea wasted. Loaner vehicle tech reserved for me suddenly "malfunctioned" 5 minutes before pickup and I was offered an hour to hour and a half wait before being driven to Enterprise to fill out paperwork in case I used a toll. I would not recommend Rivian based on repeated problems with service.

Had a great experience picking up my Rivian here -- extremely helpful and informative staff and they did a phenomenal job introducing me to my new R1S (which I love!). Add a little extra time to get here as the traffic in Chelsea can be unpredictable and congested, no matter what time of day. The waiting area is a nice departure from your typical car dealership - modern design with a West Elm vibe.

Had a great experience at the Rivian service center. Few things you might want to know before coming here. 1. The location is not the best for people coming into the city from the west or south. This is just because of traffic and the limited entry points due to the water. I would recommend trying to get an appointments during hours where there is as little traffic as possible. It’s really hard to do. Hopefully they open a location outside of the city in the near future. 2. Staff is very helpful and accommodating. 5 stars without a doubt here. Answered questions and never felt rushed. 3. Beautiful interior design. Comfortable place to hang out if you need to. Lots of stuff to do for kids so that’s a major plus. Overall, this was a fantastic visit. Highly recommend. Check out my photos to get a sense of the place.

I am a tesla early buyer. Lucid. And now rivian. Don't offer to send cars to a bodyshop for people that are true car enthusiasts. Our first 2013 p85+ was far from perfect but they never passed the buck on. How can a company grow and learn without even trying from day 1 to the trucks 3rd visit. Same issues but not a bolt moved on the passenger side. Driver side was for sure to align the everything to the power charge port. I understand no one wants to work. But if you have staff that works you better train them properly......