[UPDATES IN NEW THREAD] Tow to Rivian Service Centers is now a Charged Fee (as of 10/6/22) ?

[RWerksman]

I've received a loaner every time I took both of my Model S's into service - as recently as earlier this year. From my conversations, the free loaner wasn't a thing with the Model 3 and Y vehicles.

Granted, I had to drive my car to the service center (about 30 minutes away) and it was an Enterprise. The last one was a Niro EV, which was fine, I guess.

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[Khaneric]

They are following in Tesla's footsteps VERY QUICKLY. Back in the day, you got a performance loaner every time car was in service. Then came the Uber credits. Now Uber credits are going away and are replaced with "same day service"- you can sit and wait for your car to get done or you can pay for your own transportation... Rivian learned quick!

My truck got towed to Rivian (it is still inoperable), I got uber credits to get home, and I am currently driving a rental car they are paying for. Will they give me uber credits to pick it up, not sure but they did last time it was in for service.

So far Rivian is acting similar if not better to how VW and Volvo both serviced my cars when they had major breakdowns. I'm finding Rivian is actually better getting me uber credits and a rental without me having to push HARD on them like I did with previous dealerships.

 

[rjdoc74]

My truck got towed to Rivian (it is still inoperable), I got uber credits to get home, and I am currently driving a rental car they are paying for. Will they give me uber credits to pick it up, not sure but they did last time it was in for service.

So far Rivian is acting similar if not better to how VW and Volvo both serviced my cars when they had major breakdowns. I'm finding Rivian is being very helpful in getting me uber credits and a rental without me having to push HARD on them like I did with previous dealerships.

OK, but the point of this thread is that free towing is going away and the customer will be responsible for charges from now on. But I am glad your major break down had happen before this policy goes into effect.

 

[Khaneric]

OK, but the point of this thread is that free towing is going away and the customer will be responsible for charges from now on. But I am glad your major break down had happen before this policy goes into effect.

Man everyone is pushing this "date" thing hard without an actual press release from Rivian about it. I'm just telling you my side of the story and from what i've been reading on these forums for months the So Cal service centers (especially El Segundo) are the cream of the crop when it comes to service centers.

So maybe everyone with pitchforks blowing this topic up just needs to calm down until Rivian actually states that "towing isn't included for breakdown warranty items" is not included, which I honestly doubt they will take away.

My buddy is taking his truck in for service tomorrow but he doesn't expect a tow because it drives perfectly fine. It's cosmetic and other minor issues and he never even thought about getting it towed. Exactly what you would do with ANY OTHER MANUFACTURER. Look, if a service center is 300+ miles away from you I can see why you are mad, but personally, I wouldn't buy ANY car that had the closest service center being that far away unless unlimited towing back and forth was included in the contract.

How many times have we been given bad information from either customer service, guides, or whatever, yet here we are, falling into this trap again.

 

[Dark-Fx]

OK, but the point of this thread is that free towing is going away and the customer will be responsible for charges from now on. But I am glad your major break down had happen before this policy goes into effect.

I think you're misunderstanding the change. Total breakdown is still going to fall under roadside, which, in their legal terms is a covered tow (and always has been). OP is complaining about a warranty issue where his vehicle is still functional and just wants it to be towed for convenience to himself.

 

[rjdoc74]

I think you're misunderstanding the change. Total breakdown is still going to fall under roadside, which, in their legal terms is a covered tow (and always has been). OP is complaining about a warranty issue where his vehicle is still functional and just wants it to be towed for convenience to himself.

Am I? This is what OP stated:

FYI - as of 10/06/2022, Rivian is now charging customers a towing fee to and from a Rivian Service Center, regardless of reason for service center visit.

Seems like if the vehicle is not able to get to the SC on it's own for most reasons, that's a major break down. Or are people requesting free tow for road noise?

 

[Dark-Fx]

Am I? This is what OP stated:

FYI - as of 10/06/2022, Rivian is now charging customers a towing fee to and from a Rivian Service Center, regardless of reason for service center visit.

Seems like if the vehicle is not able to get to the SC on it's own for most reasons, that's a major break down. Or are people requesting free tow for road noise?

OP has a lot of drivability related problems but none of them make the truck truly undrivable or unsafe to drive.

 

[MountainBikeDude]

Keep in mind that Rivian claimed they were going to be “a different kind of car company”

"A different kind of car"... company

Adventure vehicles are a different kind of car from A company, so the statement still holds true

 

[sierraskier]

Any lawyer would read what's posted here and say "you have no claim" https://rivian.com/legal/service

And before you ask, the wording hasn't changed since they started selling vehicles.

https://web.archive.org/web/20210915000000*/https://rivian.com/legal/service


"Unless the tow is the direct result of warranty-covered repairs" means that the vehicle can't be driven.

OK, maybe. Well, we've already proven that when the customer collective is pissed off enough about something and prepared to act together we can change behavior (price increases). I for one think this change in policy is absolute BS

1) so early in the rollout of a new vehicle and
2) having so few service centers and
3) delivering vehicles to folks they KNOW are not near a service center

I am prepared to raise holy hell on Rivian and to anyone else who would listen on social about this.

 

[Dark-Fx]

OK, maybe. Well, we've already proven that when the customer collective is pissed off enough about something and prepared to act together we can change behavior (price increases). I for one think this change in policy is absolute BS

1) so early in the rollout of a new vehicle and
2) having so few service centers and
3) delivering vehicles to folks they KNOW are not near a service center

I am prepared to raise holy hell on Rivian and to anyone else who would listen on social about this.

Honestly I don't think it's a policy change. I think Rivian is just making sure the policy is being applied consistently the way they intended it to be applied. I've never seen literature saying they would be providing concierge service for minor issues, although some people were able to get it in the past (myself included).

 

[Khaneric]

Honestly I don't think it's a policy change. I think Rivian is just making sure the policy is being applied consistently the way they intended it to be applied. I've never seen literature saying they would be providing concierge service for minor issues, although some people were able to get it in the past (myself included).

THIS THIS ALL DAY!!!! This is not Ferrarri or McLaren that will pickup your car for service and delivery it to the track for you with a spare set of racing wheels.

Rivian should be treated just like any other car company. People buying F150 Lighting Platinums aren't on the ford boards complaining about not getting tows to their dealership for panel gaps, not sure why people on here are freaking out about the same thing.

Unless you know... trolls

 

[CommodoreAmiga]

"A different kind of car"... company

Adventure vehicles are a different kind of car from A company, so the statement still holds true

 

[Donald Stanfield]

Yeah I think this is just to stop the people who are abusing rivian towing by saying " I think my road noise, or panel gaps or slight pull alignment wise makes this vehicle unsafe so I want rivian to pick it up. I'm having service pick my truck up tomorrow and take it to a service center 4 hours away. They are also going to bring me a loaner R1 as well all for 0 cost and my truck runs and drives great.

The reason is because when they were driving the truck up here for delivery the person backed my truck into a tree on the flatbed and dented the tailgate. So an issue on them 100%. I even offered to drive it down to the SC but they said since it was 100% on us we are going to take care if it so you aren't put out.

So in my experience they still seem to be doing right by me. I'm not too worried about it personally yet.

 

[jjswan33]

"A different kind of car"... company

Adventure vehicles are a different kind of car from A company, so the statement still holds true

That’s some crafty Rivianese

 

[Dark-Fx]

THIS THIS ALL DAY!!!! This is not Ferrarri or McLaren that will pickup your car for service and delivery it to the track for you with a spare set of racing wheels.

I think maybe people did think that because Rivian is delivering the vehicle to their driveways. But they fail to realize they are actually paying Rivian to do that with the destination fee. The whole thing is different from the dealership model because Rivian doesn't have dealers.

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