BEWARE - Have Low Expectations with Houston Service Center

[Agswin]

Just wanted to pass along my terrible (so far) service process with Rivian and the Houston center. Saw a substance under the car, determined that it is probably something important that's leaking. Did the Rivian chat and the guy on the other end said that "it sounds like windshield washer fluid", but let's set you up for an appointment anyway (I didn't think it was that). He says it will be easier to set me up for an appt over the phone, so he calls me. I tell him that I am about 2 hours from Houston and we would need to plan this if they can't do mobile. He sets me up with an appointment a week away. The day before the appt, I call to confirm we are good and that I have a loaner car. They said yes "but you are set up in Austin". I said, well that is the wrong location. He goes back through the chat log and confirms the original guy scheduled at wrong location, so he redoes it for another week away.

A day before the new appt, I call and confirm, and they tell me to "please be on time at your 11am appt so we can get you taken care of." I tell him I am 2 hours away and I will try and be there as close to 11am as I can, he reiterates how important it is that I am on time due to their process.

I arrive at 1045am. Nobody is there to check me in, I wait in the lobby alone and someone comes and walks the car with me without any sort of paperwork, Ipad or ways to takes notes. I ask him some other questions about issues with the car, to which he doesn't have any answers and brushes them off with "they don't share this information with the techs, that is the sales guys, but I think they are all busy now." I tell him I will just get on the Rivian Forum and find the answers. He says that someone will call me tomorrow morning with an update the diagnosis.

They send an uber to pick me up to take me to the rental car agency where my reservation says "Full size SUV reserved". Uber picks me up (low end, older Toyota corolla). Enterprise says they are all out of full-size SUVs except for one that just came in "that is going over to Sewell Audi because they have a reservation". I said what about my reservation? They all look at each other awkwardly and have no answer. After searching the lot, they offer me an Audi Q5 that just came in. I said, you know what, as long as it doesn't smell like smoke, that is fine (as there is nothing else around that is remotely full size). I get the keys and go over and there is an overwhelming smell of marijuana. With no other choice, I take the Q5.

Next morning comes around and no call, afternoon comes around and no call. Finally, today at 2pm, I call them, and this is their response:

"We don't have a diagnoses yet on your R1S, we are really backed up and will get to your car when we can."

I lost my shit on the guy. I asked him why they were so adamant that I was there right at 11am if the car was going to just sit in the parking lot. He comes back with more BS on how they are busy. I asked him a timeline on when I will get in the shop. He doesn't know. He said it could be a couple days or more. He really has no idea.

So, now I am driving around a marijuana smelling compact SUV that doesn't suit my needs for an indefinite amount of time while my car sits in a parking lot until someone decides to time to look at it.

I left him with the departing message that from now on I will just have low expectations from Rivian and then I won't be disappointed and that is my advice to anyone else that needs service at some point.

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[shift4]

No secret that most of the service centers are backed up, so not surprising they didn't get to your vehicle right away. Could they have been more forward about that? Sure, but it sounds more like your complaint is with Enterprise and the less than desirable rental they gave you.

 

[BuzzL8ghtYears]

Sorry to hear about that, I can honestly say that the past few times when I took an R1T, I was provided a Rivian loaner and the supervisor always followed up with me. I always inquired about a loaner instead of a rental and always got one.

and I specifically mean with the Houston Rivian Service Center. Since thats the one I would go to.

 

[KyleJJ06]

Sorry for your troubles. I’ve always had a great experience with the Houston service center team. The rental car company does have a lot of smoked in vehicles it seems though. I had a similar experience with a Dodge Ram.

As far as waiting a day or more for diagnosis, you should see other dealers…. My wife’s Hyundai needs some warranty work. I made an appointment 5 weeks out as that was the first available. I showed up at the dealer and they said I had to drop off the vehicle and they would get to it in 2-3 weeks to diagnose it and then order parts afterwards. I told them I’ll take it home until then, but they refused to keep me in line if I took it home. No rental car or loaner even offered!

 

[FrankieJ]

Just wanted to pass along my terrible (so far) service process with Rivian and the Houston center. Saw a substance under the car, determined that it is probably something important that's leaking. Did the Rivian chat and the guy on the other end said that "it sounds like windshield washer fluid", but let's set you up for an appointment anyway (I didn't think it was that). He says it will be easier to set me up for an appt over the phone, so he calls me. I tell him that I am about 2 hours from Houston and we would need to plan this if they can't do mobile. He sets me up with an appointment a week away. The day before the appt, I call to confirm we are good and that I have a loaner car. They said yes "but you are set up in Austin". I said, well that is the wrong location. He goes back through the chat log and confirms the original guy scheduled at wrong location, so he redoes it for another week away.

A day before the new appt, I call and confirm, and they tell me to "please be on time at your 11am appt so we can get you taken care of." I tell him I am 2 hours away and I will try and be there as close to 11am as I can, he reiterates how important it is that I am on time due to their process.

I arrive at 1045am. Nobody is there to check me in, I wait in the lobby alone and someone comes and walks the car with me without any sort of paperwork, Ipad or ways to takes notes. I ask him some other questions about issues with the car, to which he doesn't have any answers and brushes them off with "they don't share this information with the techs, that is the sales guys, but I think they are all busy now." I tell him I will just get on the Rivian Forum and find the answers. He says that someone will call me tomorrow morning with an update the diagnosis.

They send an uber to pick me up to take me to the rental car agency where my reservation says "Full size SUV reserved". Uber picks me up (low end, older Toyota corolla). Enterprise says they are all out of full-size SUVs except for one that just came in "that is going over to Sewell Audi because they have a reservation". I said what about my reservation? They all look at each other awkwardly and have no answer. After searching the lot, they offer me an Audi Q5 that just came in. I said, you know what, as long as it doesn't smell like smoke, that is fine (as there is nothing else around that is remotely full size). I get the keys and go over and there is an overwhelming smell of marijuana. With no other choice, I take the Q5.

Next morning comes around and no call, afternoon comes around and no call. Finally, today at 2pm, I call them, and this is their response:

"We don't have a diagnoses yet on your R1S, we are really backed up and will get to your car when we can."

I lost my shit on the guy. I asked him why they were so adamant that I was there right at 11am if the car was going to just sit in the parking lot. He comes back with more BS on how they are busy. I asked him a timeline on when I will get in the shop. He doesn't know. He said it could be a couple days or more. He really has no idea.

So, now I am driving around a marijuana smelling compact SUV that doesn't suit my needs for an indefinite amount of time while my car sits in a parking lot until someone decides to time to look at it.

I left him with the departing message that from now on I will just have low expectations from Rivian and then I won't be disappointed and that is my advice to anyone else that needs service at some point.

Just wanted to pass along my terrible (so far) service process with Rivian and the Houston center. Saw a substance under the car, determined that it is probably something important that's leaking. Did the Rivian chat and the guy on the other end said that "it sounds like windshield washer fluid", but let's set you up for an appointment anyway (I didn't think it was that). He says it will be easier to set me up for an appt over the phone, so he calls me. I tell him that I am about 2 hours from Houston and we would need to plan this if they can't do mobile. He sets me up with an appointment a week away. The day before the appt, I call to confirm we are good and that I have a loaner car. They said yes "but you are set up in Austin". I said, well that is the wrong location. He goes back through the chat log and confirms the original guy scheduled at wrong location, so he redoes it for another week away.

A day before the new appt, I call and confirm, and they tell me to "please be on time at your 11am appt so we can get you taken care of." I tell him I am 2 hours away and I will try and be there as close to 11am as I can, he reiterates how important it is that I am on time due to their process.

I arrive at 1045am. Nobody is there to check me in, I wait in the lobby alone and someone comes and walks the car with me without any sort of paperwork, Ipad or ways to takes notes. I ask him some other questions about issues with the car, to which he doesn't have any answers and brushes them off with "they don't share this information with the techs, that is the sales guys, but I think they are all busy now." I tell him I will just get on the Rivian Forum and find the answers. He says that someone will call me tomorrow morning with an update the diagnosis.

They send an uber to pick me up to take me to the rental car agency where my reservation says "Full size SUV reserved". Uber picks me up (low end, older Toyota corolla). Enterprise says they are all out of full-size SUVs except for one that just came in "that is going over to Sewell Audi because they have a reservation". I said what about my reservation? They all look at each other awkwardly and have no answer. After searching the lot, they offer me an Audi Q5 that just came in. I said, you know what, as long as it doesn't smell like smoke, that is fine (as there is nothing else around that is remotely full size). I get the keys and go over and there is an overwhelming smell of marijuana. With no other choice, I take the Q5.

Next morning comes around and no call, afternoon comes around and no call. Finally, today at 2pm, I call them, and this is their response:

"We don't have a diagnoses yet on your R1S, we are really backed up and will get to your car when we can."

I lost my shit on the guy. I asked him why they were so adamant that I was there right at 11am if the car was going to just sit in the parking lot. He comes back with more BS on how they are busy. I asked him a timeline on when I will get in the shop. He doesn't know. He said it could be a couple days or more. He really has no idea.

So, now I am driving around a marijuana smelling compact SUV that doesn't suit my needs for an indefinite amount of time while my car sits in a parking lot until someone decides to time to look at it.

I left him with the departing message that from now on I will just have low expectations from Rivian and then I won't be disappointed and that is my advice to anyone else that needs service at some point.

It’s unfortunate that you had such a bad experience with the Houston Service Center. I live in Houston and took deliver of my R1T last March. I have had 4 trips to the service center (2 recalls, a replacement AC compressor and a tire rotation). I fortunately had the exact opposite experience. The staff I dealt with were both attentive and knowledgeable. I too had to get a loaner car but my experience was just fine. Not to make excuses for Rivian or Enterprise but renting cars since the pandemic has been a nightmare both in terms of quality and availability.
Being 2 hours away is a pain so I hope you have better experiences going forward.

 

[COdogman]

I’m sorry it didn’t go as you expected but they can both be busy and need people to show up on time for appointments. ??‍

 

[oskeei]

I am the furthest from wearing launch green sunglasses, but it sounds like you felt you were treated like $hit so you treated them like $hit which never ends well.

Rivian can definitely improve in the Customer Experience department from my own experiences. Treating them in same way won't improve things.

 

[TX Shredder]

I have had very positive experiences with the Houston Service Center. Chris, the manager, is awesome and very attentive. I know early on I had issues with the national service center not properly notifying the local service center with appointments. Maybe this is still occurring to some extent. No doubt they are focused on deliveries right now as well as dealing with the plethora of new car customers wanting every panel gap to be perfect. Regarding loaners, I have had an Enterprise car, which wasn't great but better than nothing, and a Rivian loaner. The loaner just depends on availability (which is limited and prioritized for major issues). Candidly, I would rather Rivian be focused on getting cars to customers at this point than dedicated to service centers as loaners so I am willing to live with the inconvenience. Fortunately I live relatively close to the service center (45 mins away) but I know you have a much longer commute which makes logistics and timing more frustrating. Hope everything works out with your car.

 

[s4wrxttcs]

The good thing about owning a Rivian is it gives you plenty of chances to evaluate your local service center.

The first time at the Bellevue Service center everything went smoothly, and I got uber credits versus a rental. The appointment was to fix the telematics (? on name) module.

The second time at the Bellevue Service center the same kind of thing happened (as to the OP) where they wanted me to drop it off at a specific time/place, but then they didn't even look at it for a good week. My Uber credits ran out before they even looked at it. I probably should have had them renew the credits, but I wasn't using them.

The third time was at the service center south of Portland. I opted to go there due to the 1 month waiting period versus 4+ months at Bellevue. They fixed a couple issues, but they claimed the Tok was normal. But, at least they did their work promptly.

The fourth time is tomorrow at the Bellevue Service Center. This is a one issue only service appointment where I hope they can fix the tok once and for all.

 

[AdamsFan1983]

This is a little ridiculous. OP needs to chill. Most of his complaint is with enterprise. It’s no secret that service centers are backed up.

 

[Agswin]

This is a little ridiculous. OP needs to chill. Most of his complaint is with enterprise. It’s no secret that service centers are backed up.

The issue is that Rivian is trying to compete with Tesla, so I was hoping that they would at least meet or better yet, exceed my expectations. Now that it is clear they cannot do that then they can at least do what they say right? That is not a lot to ask right as a consumer that patiently waited 4 years for delivery?

I expected that a manufacturer like Rivian would have some sort of relationship with a car rental company. I would think that their customers would get priority based on that relationship. It turns out that a run of the mill car dealer (not a manufacturer) has a better relationship than they do. If that is the case, then don't promise a "full size SUV" as my loaner car. I simply expected that they would do what they said, they didn't.

I also expected that when the service manager said they would call me tomorrow morning that they would actually call. That doesn't seem like too much to ask does it?

I also expected that when I said "my closest service center is in Houston and that is the one I want", that they would actually read the words on the screen and pay attention and make the appointment at the right location. They didn't.

Maybe have a receptionist at the service center instead of an empty room upon arrival for the appointment. Doesn't seem like too much to ask right?

I expected that the technical guy that is in charge of my car would be able to answer some basic questions, that doesn't seem too outrageous, does it? He couldn't.

How would I know that the service centers are backed up. Maybe Rivian can say "Hey just FYI, the service centers are backed up so we will try and get to your car within ____ number of days instead of "They will call you tomorrow morning with a diagnosis."

So, like my title says, just have low expectations and you can chill. If you have any sort of expectation that they will take care of you or just even do what they said they were going to do, you will be disappointed.

 

[COdogman]

 

[Agswin]

Maybe I just got spoiled with Porsche and BMW and expected Rivian to be on their level instead of Ford and Chevy.

 

[FrankieJ]

The issue is that Rivian is trying to compete with Tesla, so I was hoping that they would at least meet or better yet, exceed my expectations. Now that it is clear they cannot do that then they can at least do what they say right? That is not a lot to ask right as a consumer that patiently waited 4 years for delivery?

I expected that a manufacturer like Rivian would have some sort of relationship with a car rental company. I would think that their customers would get priority based on that relationship. It turns out that a run of the mill car dealer (not a manufacturer) has a better relationship than they do. If that is the case, then don't promise a "full size SUV" as my loaner car. I simply expected that they would do what they said, they didn't.

I also expected that when the service manager said they would call me tomorrow morning that they would actually call. That doesn't seem like too much to ask does it?

I also expected that when I said "my closest service center is in Houston and that is the one I want", that they would actually read the words on the screen and pay attention and make the appointment at the right location. They didn't.

Maybe have a receptionist at the service center instead of an empty room upon arrival for the appointment. Doesn't seem like too much to ask right?

I expected that the technical guy that is in charge of my car would be able to answer some basic questions, that doesn't seem too outrageous, does it? He couldn't.

How would I know that the service centers are backed up. Maybe Rivian can say "Hey just FYI, the service centers are backed up so we will try and get to your car within ____ number of days instead of "They will call you tomorrow morning with a diagnosis."

So, like my title says, just have low expectations and you can chill. If you have any sort of expectation that they will take care of you or just even do what they said they were going to do, you will be disappointed.

You certainly had a bad experience but I wouldn’t set my expectations so low. You have received plenty of comments from those that have had positive experiences with the Houston Service Center. As far as rental car companies giving you special treatment that’s where you set your low expectations.

 

[Donald Stanfield]

The issue is that Rivian is trying to compete with Tesla, so I was hoping that they would at least meet or better yet, exceed my expectations. Now that it is clear they cannot do that then they can at least do what they say right? That is not a lot to ask right as a consumer that patiently waited 4 years for delivery?

I expected that a manufacturer like Rivian would have some sort of relationship with a car rental company. I would think that their customers would get priority based on that relationship. It turns out that a run of the mill car dealer (not a manufacturer) has a better relationship than they do. If that is the case, then don't promise a "full size SUV" as my loaner car. I simply expected that they would do what they said, they didn't.

I also expected that when the service manager said they would call me tomorrow morning that they would actually call. That doesn't seem like too much to ask does it?

I also expected that when I said "my closest service center is in Houston and that is the one I want", that they would actually read the words on the screen and pay attention and make the appointment at the right location. They didn't.

Maybe have a receptionist at the service center instead of an empty room upon arrival for the appointment. Doesn't seem like too much to ask right?

I expected that the technical guy that is in charge of my car would be able to answer some basic questions, that doesn't seem too outrageous, does it? He couldn't.

How would I know that the service centers are backed up. Maybe Rivian can say "Hey just FYI, the service centers are backed up so we will try and get to your car within ____ number of days instead of "They will call you tomorrow morning with a diagnosis."

So, like my title says, just have low expectations and you can chill. If you have any sort of expectation that they will take care of you or just even do what they said they were going to do, you will be disappointed.

Expect with one hand and shit In the other. Let me know which one fills up faster.

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