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Some stories about vehicle service are just annoyances like a long wait here, a miscommunication there and so on. But sometimes there are the ones that dig a little deeper, quietly revealing the hidden fractures behind the brand’s polished surface. Every now and then, a post pops up that cuts through the noise, and this evening, I came across exactly that while scrolling through the “RIVIAN Electric Vehicles Discussion” group on Facebook. A Rivian R1T owner shared an experience that began with a routine 7,500-mile service appointment, but by the end, turned into a revealing look at deeper quality control issues that even loyal Rivian fans should be paying attention to. Here’s what Text Oculus said:
“The Rivian service centers are crammed and also the quality of work is so poor. Do you all feel the same? Wrote a big review posting it here to see if any of you share the same sentiment. First, I want to acknowledge and commend the service technicians as they have been professional, transparent, and courteous throughout my experience. However, my concerns lie squarely with Rivian’s management and the overarching strategy behind service center operations.
Scheduling Delays: My original service appointment was scheduled for February, but due to an unavoidable work conflict, I missed it. The next available slot wasn’t until April 30 which is a nearly three-month delay. If Rivian aims to scale vehicle sales, service infrastructure must grow at the same pace. Otherwise, first-time buyers will become one-time customers. A subpar service experience erodes brand loyalty and discourages repeat purchases.
Lack of Loaner Vehicles: Despite scheduling well in advance, no loaner vehicle was available at the DFW service center, which is an area that serves a vast and growing metroplex. Managing a limited or poorly allocated fleet of loaners is not acceptable at this scale. Every missed expectation becomes an opportunity for negative word-of-mouth, and that impacts your bottom line more than you realize.
Excessive Wait Times for Routine Maintenance: After waiting nearly six months for a routine 7,500-mile service, I was informed that diagnostics alone would take four days, with the full service potentially pushing the return to over a week. For a basic checkup — battery inspection, tire rotation, and diagnostic tests — this is simply unacceptable. Service wait times of this magnitude reflect severe operational inefficiencies.
Service Quality and Oversight: Perhaps most troubling: during a prior visit, bolts on the truck bed were improperly fastened (some not torqued at all, others missing entirely) following a Tonneau cover installation. The service order had specified that these needs to be fixed along with the 7,500-mile service. Upon pickup, I discovered the issue myself — thankfully, the technician was able to address it quickly. But such lapses are safety risks and indicate a concerning lack of quality control.
In summary, Rivian builds a remarkable product, but the service experience is failing your customers. If these systemic issues remain unresolved, I will not be renewing my lease with another Rivian, nor will I recommend the brand to peers and colleagues. The EV market is increasingly competitive, and loyalty is earned not just by innovation, but by the ownership experience. If this feedback matters to you, I trust you’ll take it seriously. If not, thank you for the experience thus far.”
A Story That Resonates with Many, But Not All
This post sparked a wave of responses that painted a more detailed picture of the Rivian service experience. Some users rushed in to share similar frustrations, while others chimed in with praise, showcasing just how inconsistent service outcomes can be based on region and circumstance.
Take JC Lupo, for instance, who wrote: “I’ve never had any of those issues. My 7,500 mile inspection and tire rotation was done in a couple hours at my house while I was at work.”
That contrast is impressive. Rivian’s mobile service is a standout feature when it works. But the fact that experiences can vary so dramatically raises real questions about consistency and scalability as the brand grows.
Melissa Emery Grech also had a much more positive report: “Mine was just in Sacramento for a 7,500 mile inspection/tire rotation. I was offered a loaner or Lyft credit and it was all washed and shined when I picked her back up the next morning due to my time constraint, and it was ready within hours of drop off! Above and beyond customer service.” This experience highlights the kind of thoughtful service some Rivian owners feel is unmatched in today’s EV space.
Jeffrey Castro-Norwood’s comment captured this perfectly. He said: “I haven’t had to use a SC yet, but I will at my 30k mile checkup. But I owned a 2018 Tesla Model 3 and I bought it in 2018. A lot of the posts here remind me of the early days of Tesla; and with similar concerns. Rivian is still a start-up and it’s growing at a steady pace. At this stage, just like Tesla, most people found the SC’s actual work great, but with long lead times and limited loaners. Tesla used and still uses rentals and Uber credits. That’s a tough experience you had and I think it’s going to happen, regardless of brand too even with legacy brands who have it figured out. To be fair, there are thousands of people who have had great experiences who don’t share that at all. I think my biggest question is… What did you do besides a review under an account? Did you tell them and did they resolve the issues? I know mistakes and poor experiences happen, but it’s the resolution on those that matter the most in my opinion.” That same theme was explored when another Rivian R1T owner thought their truck was finally being serviced, only to find out it hadn’t even been checked in.
This mirrors what Jeffrey was getting at that growing pains are understandable, but it’s how a company resolves issues that defines the experience. His Tesla comparison adds a layer of credibility, suggesting that Rivian’s struggles aren’t unique, but part of a broader EV evolution. Still, when resolution and communication break down, as in the case above, it chips away at confidence. It’s a reminder that while early adopters may be patient, their trust isn’t limitless.
The Bigger Picture
While each experience is unique, this post is far from an outlier. In fact, a growing number of Rivian owners are beginning to echo similar frustrations, especially around service scheduling and repair quality.
In one revealing story, an R1S loaner vehicle issued during a service visit broke down, but what stood out wasn’t the failure itself but how quickly and professionally Rivian responded. That kind of recovery reinforces the sentiment in Jeffrey’s comment. While problems may happen, what really counts is how a company responds. It’s another example of how early challenges can be opportunities for a brand to prove its commitment to customer care.
It’s important to note that many owners have found themselves pleasantly surprised by their Rivian purchase. A standout example is from someone who initially swore off EVs entirely, only to discover the R1T changed everything.
Reading through stories like these reminds me just how much the EV world depends not just on innovation, but on execution. As someone who has covered dozens of Rivian stories and seen owners defend or criticize the brand with equal intensity, I think we’re watching a pivotal moment. It’s not uncommon for a company on the rise to hit turbulence, but what happens next is what separates the greats from the forgotten.
Rivian has built a vehicle that gets people excited and that part is undeniable. But every interaction after the initial purchase, from software updates to service visits, carries equal weight. The promise of a premium EV isn’t just about horsepower or design as it’s about feeling taken care of.
Key Takeaways for Rivian Owners and Shoppers
- Service Wait Times Are Growing: Routine appointments can take weeks or months to schedule depending on your region. Plan ahead if you’re nearing a major mileage marker.
- Loaners and Lyft Credits Aren’t a Guarantee: Some owners report getting full perks, while others are left scrambling for transportation. Always ask ahead and guarantee yourself a solution.
- Quality Control Is Hit or Miss: From loose bolts to mismatched timelines, there’s enough noise in the community to raise legitimate concerns.
- Feedback Does Matter, But Needs Action: Sharing your experience online is helpful, but following up with Rivian directly ensures your voice is truly counted.
- Rivian Is Still Young, But That’s Not an Excuse Forever: Growing pains are understandable, but trust is harder to rebuild once lost.
Let’s Hear from You
What’s been your best or worst service experience with your Rivian so far?
And do you think new EV buyers should be willing to put up with early stage growing pains if the product is truly innovative?
Let me know of your thoughts in the comments below.
Aram Krajekian is a young automotive journalist bringing a fresh perspective to his coverage of the evolving automotive landscape. Follow Aram on X and LinkedIn for daily news coverage about cars.
Image Sources: Rivian Gallery
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Source: torquenews.com
