Rivian Service Center

I normally don't write reviews, however feel compelled. On 5/6 I reported issues with software that affecting my GPS, charging and locking functions. Rivian had me run some diagnostics on my end and ultimately ended up scheduling a mobile mechanic to come out to my house five weeks later on 6/13. I confirmed on the phone I would not need to be there. On 6/12 Rivian announced that I HAD to be with my truck so they could access my home charger. I couldn't be there so I had to reschedule. This time it was another seven weeks to reschedule, now for 8/1. On 7/29 I was informed that I could not have mobile service and had to take it into the Tualatin service center, 40 minutes from my house. Begs the question why I had to reschedule from 6/13 since they clearly didn't need to be at my house with me and access to the charger... Anyway, dropped it off and was informed I could not have a loaner and it would take a week. TWO weeks later they say they repaired the truck and literally they did nothing to address the issue. NOTHING. If they drove the truck out of the service center it would have evident that the issue persisted. In the interim, I had a horrible rental car experience and despite requesting a loaner during the process of them not fixing my truck and being assured I would get the next one in, it never materialized. Not sure how they have ten loaners and my truck for two weeks but never did one come available?? That said, the staff was nice and responsive and kept me updated (I guess?) but didn't actually attempt to fix the truck. It's been a horrible experience and despite being an early adopter (I have one of the first 8,000 or so made) I now caution people who approach me that the truck is great, but if anything goes wrong the experience is by far one of the worst from a timeline and effectiveness perspective. All said, I'm three months into this with absolutely no resolution.

One of the worst commercial experiences of my entire life. While this was a team effort between Precision Body & Paint and Rivian - I can't think of ways they could have provided worse customer service. I had an accident on February 5th and called Precision Body & Paint (at Rivian's direction) on February 6th. Apparently, Precision Body & Paint is "certified" to work on Rivians. This began a nightmare of a customer experience that required me to call Precision Bend, Precision Beaverton, Rivian Support, and the insurance company several times a week to keep things moving. The service people in Tualatin loved explaining to me that Precision was responsible as I tried to explain to them that I had no choice in where to take the car - they "certified" Precision and I was basically held hostage to their decision. They could not have cared less that my experience with Rivian was abysmal. In the end, it took over 4 months to get the car repaired. Ridiculous. I've gone from being a passionate advocate for Rivian - talking friends and family into buying their cars. I even owned their stock. Now I go out of my way to convince people to avoid Rivian cars like the plague. It's clear that they've built a great product. However, it takes more than a great product to make a great company and Rivian has completely missed the boat on serving their customers.

I've owned my R1T for 2.5 years. Good service so far. First time at this service center. They were totally overwhelmed with 20+ vehicles waiting for service and employees having to park on the lawn. Instead of 1 day service they gave me a rental and didn't touch the truck for 8 days.

Some people go above and beyond, some brighten your day, some make you feel that you are taken care of. That person at this RIVIAN service center was James. We have owned several premium vehicles over the years like Audi, bmw, jaguar and Land Rover but never met a service center representative like James. Super kind and friendly, he knows customer service. He listened to our concerns and infact helped us with an issue related to rivian sales/finance team. He has no obligation to do this, but he did. We love our R1S and we love it more coz of people like James in the company. He is definitely an asset to Rivian. If James’s manager/supervisor is seeing this - give that man a promotion. Seriously!

Amazing service! I recently took my car for service and was thoroughly impressed with the experience. James was friendly and professional. He was very knowledgeable and took the time to explain what needed to be done and why. The waiting area was clean and comfortable! The service was completed in a timely manner! Overall great experience!