Rivian Service Center

Everyone was very nice and knowledgeable

R2 and R1 test drives here expertly handled by Sean, now looking forward to ordering my R2!

Severe Leadership and Customer Service Failure ​I took delivery of my brand new Rivian R1S just two weeks ago - a $120,000 investment - only to experience an immediate and unsafe malfunction with the driver's side mirror. Unfortunately, bringing it to the Hudson service center revealed a glaring leadership problem at this specific location. ​Rather than addressing a blatant safety defect, the manager’s primary objective seemed to be making me, and the issue, simply disappear. The entire experience was unacceptable on several fronts: * Abysmal Communication It was virtually impossible to get in touch with the service team, whether over the phone or through the Rivian app. * Evasion of Service Management actively looked for any possible excuse to avoid providing me with a loaner vehicle while my brand-new car was in the shop. * Dismissal of Safety Issues The manager actually called me to claim there were zero issues with the mirror. Despite my best efforts to explain the defect over the phone, he refused to listen, forcing me to waste my own time driving back to the shop to prove it. * Lack of Managerial Accountability Once I arrived, I was left waiting for 45 minutes just to demonstrate the defect to the technicians. To their credit, the technicians were honest, competent, and immediately saw the problem. However, it took a full hour for the manager to reluctantly emerge and authorize the repair. ​When I asked for a simple customer goodwill gesture to account for the massive inconvenience, poor communication, and dismissive treatment, the manager refused. Shockingly, he argued that it is "normal" for a customer to have to drive back to the service center to prove a safety defect to him in person. ​The technicians at this location are good, honest people, but the management is fundamentally broken. Making it a battle for a customer to secure a basic safety repair on a two-week-old premium vehicle is entirely unacceptable. I expected far better from the Rivian brand.