Full Service History Unavailable - Where to get it?

[TXR1SMD]

Question: Is there a place to get all of your vehicle's service history in one document? I see all of the invoices on my app individually, but my early invoices give me an unavailable message when I try to retrieve them, whereas the newer ones open without issue.

I apologize in advance for the long post, but bear with me till the end. I've seen the "GOODBYE RIVIAN!" posts with owners who do nothing but complain and get rightfully dragged in the comments. This isn't meant to be one of those.

I took delivery of a 2022 R1T with VIN 13XXX in December of 2022. For the first 16-18 months, I worked very close to home so I didn't rack up too many miles (or need to charge very often). Since March 2024, I have been driving about 50 miles round trip each day, so miles are up and charging is more frequent. At the beginning of the month, I got a critical battery error and the truck was completely dead in my garage. It was locked and deep asleep and would not respond to any efforts to wake or unlock. A tow truck drug it out of the garage on slick mats and it was delivered to the Dallas SC which is about a mile from my house. It sat there for three weeks getting a "new" HV battery pack (more on why that's in quotes below). The service experience as a whole with Rivian has not been something they should be proud of. In addition to having to drag updates and a timeline out of them for this most recent service, once it was repaired I was told to come pick it up at 8am but sat for half an hour in an empty lobby and when someone finally came out they were visibly annoyed that they had to help a customer.

This repair specifically entailed replacing the HV battery and in the service documents, it shows "REMAN: BATTERY PACK R1 9 MODULE AWD; ON ROAD" plus "ESS_LV_BATTERY" quantity 2 (which I assume are the 12V batteries). It took over two weeks to get the parts, and now when charged to 100% in conserve mode, I only max out at 312 miles on the range. I'd assume they replace with a brand new HV pack, but the range being lower has me wondering if REMAN = refurbished. Still awaiting confirmation.

During these repairs, I reached out to customer service to open a buyback request. They submitted my information over to the committee that handles buybacks. I got the truck back on Wednesday last week and on Friday, I got a call from the regional service supervisor. She basically asked me about my service experience and I told her that communication was spotty and I didn't appreciate waiting a while in the morning when I was told to pick up at 8am. I had re-arranged my work schedule and it led to a couple of unhappy patients that morning. She told me she had reviewed my service history as a whole and that I certainly had more issues than they would hope. I told her I wasn't soured on Rivian as a whole, that I have an R2 reservation, and that I still enjoy my vehicle, but that I didn't feel my particular vehicle was the best example of the quality they are producing. I have one friend with an R1T and 3 with R1Ss and none of them have had any issues. I mentioned to her that I was waiting on the next steps from the committee on a buyback/replacement and would hope they can make the situation right. She paused and said that is the second part of her call. The committee reviewed my service history and I did not qualify for a buyback. I was a little surprised because there have been buybacks on this forum for less problematic vehicles. She then said as a gesture of good will I could pick a shirt or hat from the shop for my inconvenience. I guess I should have been happy with that, but after 50+ days in service, it seems a little less than fair. She did apologize for the service experience and told me that I should not have been given a time of 8:00am since the team has a huddle/meeting at that time every day and she would address that with the team. She said I would get an email with the committee's findings and I could follow the best steps in that email if I choose to do so.

On that subject, the email just said exactly what she said: the issues do not meet criteria for replacement or repurchase. It also outlined the next steps in the arbitration process. I went ahead and followed their link and submitted an arbitration claim. That claim is now being processed and one of the requirements is submitting service invoices, and THAT brings me to the meat of this issue. Most of my 2023 service invoices are unavailable. On the app, when I view past invoices, April 12, 2023, June 2, 2023, and June 21, 2023 are "unavailable" as posted above. Maybe the system purges them after a year, but it bothers me that they aren't readily accessible.

Below is the history I have so far to submit. Some of these repairs spread over multiple visits to try and repair the same issues and others are combined issues in a single visit (And yes, I see the typo now that read should be rear on line 2).

Another issue is that the invoice for the most recent repair is not fully documented. One of the most important pieces of the information needed is the dates out of service. On my HV battery replacement invoice, there is no entry on the Received Date, Ready Date, Odometer In, Odometer Out.

I've asked for a full file with my vehicle's entire service history, and as I am typing this post out, the regional service supervisor responded that she is escalating the issue.

I don't feel like I am being unreasonable. I've had a pretty spotty service experience from Spring of 2023 to now. Repairs taking multiple visits, less than courteous interactions with service center staff, etc.

I'm not asking to somehow pocket some profit from this. I'm not asking for a replacement with a vastly more expensive vehicle. I would be happy if they made me a very fair repurchase offer within the current private party value range and then I apply any current incentives for a Gen 2 R1T and have a new, hopefully less problematic truck. I thought about pushing that they offer me a reinstated pre-increase price since my original pre-increase purchase has been a bit of a turd, but I feel like that is pushing my luck.

I wouldn't say I'm a Rivian fan boy, but I have argued with plenty of my Tesla-owning friends about how Rivian is a vastly better company. I'm convinced I just have a bad example of their product, but feel free to reply and tell me I'm asking too much and should kick rocks if you disagree.

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[MikeWilliams_R1T]

If Rivian QA’d their cars better, they would not be overwhelming their service centers as often. I’ve owned my truck for 7 months and already had 3 critical problems that required at least a one week stay in a service center.

I think I understand how you feel and I feel the same way. It is an amazing truck when it’s working and we WANT the company to succeed… but they are on a path the alienate all of their raving fans with unreliability and a painful process to get service.

Something needs to change or the customer base will crumble.

 

[TXR1SMD]

If Rivian QA’d their cars better, they would not be overwhelming their service centers as often. I’ve owned my truck for 7 months and already had 3 critical problems that required at least a one week stay in a service center.

I think I understand how you feel and I feel the same way. It is an amazing truck when it’s working and we WANT the company to succeed… but they are on a path the alienate all of their raving fans with unreliability and a painful process to get service.

Something needs to change or the customer base will crumble.

That's my sentiment as well. Roll off the assembly line with better quality control and then you don't get overwhelmed SCs with disappointed customers.

In the conversation with the supervisor, I told her point blank that there's no way service will be able to keep up with demand once they launch a new, more affordable product. She told me there will be another SC in the DFW area up and running by the time the R2 launches, so at least there's that.

 

[Electrified Outdoors]

I am sorry to read this. That is definitely a lot of issues for 18 months of ownership. Did you follow the lemon law process for your state.

Most lemon laws require you to send what's called a "last chance letter". This is when you have an unresolved problem with the vehicle and it starts a legal clock (usually 30 days) and gives the manufacturer one last attempt to bring the vehicle into compliance with its warranty.

Not saying I agree with Rivian's response here but the problem I see with them approving a buy back is that 1) The vehicle has been repaired AND 2) The last chance letter has not been sent.

I am not an attorney but would suggest reaching out to an attorney or contacting the AG office for your state.

Its also possible that the vehicle may be fine at this point. On the battery Tesla does the same thing. Then all used remanufactured batteries for warranty replacements. What they are supposed to do is give you a pack that is similar to what you had in your vehicle. I don't think its a good policy. If the vehicle is within the new vehicle warranty still it shouldn't get a reman battery pack...but that's just my opinion.

I hope this works out for you and I am sorry that you have had all these issues.

 

[bigsky]

OMG!!!
Even a pack replacement!?
Makes my single issue ever with my Rivian, namely the body corrosion and subsequent door replacement to fix look piddly by comparison.
I am so sorry you've had so much churn with yours. Hope everyhing has worked out well for you in the end.

 

[Prime]

Question: Is there a place to get all of your vehicle's service history in one document? I see all of the invoices on my app individually, but my early invoices give me an unavailable message when I try to retrieve them, whereas the newer ones open without issue.

I apologize in advance for the long post, but bear with me till the end. I've seen the "GOODBYE RIVIAN!" posts with owners who do nothing but complain and get rightfully dragged in the comments. This isn't meant to be one of those.

I took delivery of a 2022 R1T with VIN 13XXX in December of 2022. For the first 16-18 months, I worked very close to home so I didn't rack up too many miles (or need to charge very often). Since March 2024, I have been driving about 50 miles round trip each day, so miles are up and charging is more frequent. At the beginning of the month, I got a critical battery error and the truck was completely dead in my garage. It was locked and deep asleep and would not respond to any efforts to wake or unlock. A tow truck drug it out of the garage on slick mats and it was delivered to the Dallas SC which is about a mile from my house. It sat there for three weeks getting a "new" HV battery pack (more on why that's in quotes below). The service experience as a whole with Rivian has not been something they should be proud of. In addition to having to drag updates and a timeline out of them for this most recent service, once it was repaired I was told to come pick it up at 8am but sat for half an hour in an empty lobby and when someone finally came out they were visibly annoyed that they had to help a customer.

This repair specifically entailed replacing the HV battery and in the service documents, it shows "REMAN: BATTERY PACK R1 9 MODULE AWD; ON ROAD" plus "ESS_LV_BATTERY" quantity 2 (which I assume are the 12V batteries). It took over two weeks to get the parts, and now when charged to 100% in conserve mode, I only max out at 312 miles on the range. I'd assume they replace with a brand new HV pack, but the range being lower has me wondering if REMAN = refurbished. Still awaiting confirmation.

During these repairs, I reached out to customer service to open a buyback request. They submitted my information over to the committee that handles buybacks. I got the truck back on Wednesday last week and on Friday, I got a call from the regional service supervisor. She basically asked me about my service experience and I told her that communication was spotty and I didn't appreciate waiting a while in the morning when I was told to pick up at 8am. I had re-arranged my work schedule and it led to a couple of unhappy patients that morning. She told me she had reviewed my service history as a whole and that I certainly had more issues than they would hope. I told her I wasn't soured on Rivian as a whole, that I have an R2 reservation, and that I still enjoy my vehicle, but that I didn't feel my particular vehicle was the best example of the quality they are producing. I have one friend with an R1T and 3 with R1Ss and none of them have had any issues. I mentioned to her that I was waiting on the next steps from the committee on a buyback/replacement and would hope they can make the situation right. She paused and said that is the second part of her call. The committee reviewed my service history and I did not qualify for a buyback. I was a little surprised because there have been buybacks on this forum for less problematic vehicles. She then said as a gesture of good will I could pick a shirt or hat from the shop for my inconvenience. I guess I should have been happy with that, but after 50+ days in service, it seems a little less than fair. She did apologize for the service experience and told me that I should not have been given a time of 8:00am since the team has a huddle/meeting at that time every day and she would address that with the team. She said I would get an email with the committee's findings and I could follow the best steps in that email if I choose to do so.

On that subject, the email just said exactly what she said: the issues do not meet criteria for replacement or repurchase. It also outlined the next steps in the arbitration process. I went ahead and followed their link and submitted an arbitration claim. That claim is now being processed and one of the requirements is submitting service invoices, and THAT brings me to the meat of this issue. Most of my 2023 service invoices are unavailable. On the app, when I view past invoices, April 12, 2023, June 2, 2023, and June 21, 2023 are "unavailable" as posted above. Maybe the system purges them after a year, but it bothers me that they aren't readily accessible.

Below is the history I have so far to submit. Some of these repairs spread over multiple visits to try and repair the same issues and others are combined issues in a single visit (And yes, I see the typo now that read should be rear on line 2).

Another issue is that the invoice for the most recent repair is not fully documented. One of the most important pieces of the information needed is the dates out of service. On my HV battery replacement invoice, there is no entry on the Received Date, Ready Date, Odometer In, Odometer Out.

I've asked for a full file with my vehicle's entire service history, and as I am typing this post out, the regional service supervisor responded that she is escalating the issue.

I don't feel like I am being unreasonable. I've had a pretty spotty service experience from Spring of 2023 to now. Repairs taking multiple visits, less than courteous interactions with service center staff, etc.

I'm not asking to somehow pocket some profit from this. I'm not asking for a replacement with a vastly more expensive vehicle. I would be happy if they made me a very fair repurchase offer within the current private party value range and then I apply any current incentives for a Gen 2 R1T and have a new, hopefully less problematic truck. I thought about pushing that they offer me a reinstated pre-increase price since my original pre-increase purchase has been a bit of a turd, but I feel like that is pushing my luck.

I wouldn't say I'm a Rivian fan boy, but I have argued with plenty of my Tesla-owning friends about how Rivian is a vastly better company. I'm convinced I just have a bad example of their product, but feel free to reply and tell me I'm asking too much and should kick rocks if you disagree.

I just had to do this request as well. I tried emailing customer service a few times.. no response. I contacted chat and they told me not to email customer service as they won't respond.. (great). So either use the chat in the Rivian app or call to request. I was told it should take 2-3 days for records to be emailed.

 

[JoelD]

My R1T (June 2022, 30k miles) required a HV battery replacement after a DCFC session did not end correctly and corrupted a part in the pack. I dropped the truck off at the Richmond SC (it was drivable, just no DCFC) on Thursday Oct 4, they looked at it on the 5th and 8th, ordered a battery which arrived on Friday Oct . 11th. It was installed by the 16th, and I picked it up clean and ready on the 18th tho it was finished on the 17th. It was a remanufactured pack but it delivers just as good range as before. I was pleased with SC. There are decent SC experiences.

 

[DayTripping]

@TXR1SMD - sorry to hear about your issues. I also use the Dallas service center. What was your door seal issue? Mine is going in for that and several other issues. I have some terrible wind noise from the driver's door above about 70 and the passenger front door has it, just not as bad.

Did they actually fix your issue? I started with that issue and to set my initial appointment (which was 6 weeks out) and now my list has grown to 5 things to fix. Thankfully nothing as serious as yours but I did have all my key cards stop working on the external lock and I didn't have my phone with me. That one really sucked for a while.

I think I might have the same suspension rattle issue you do. You really hear it on some of sharp, crappy Dallas roads. First time I heard it, I thought one of the control arms was going to fall off. It has gotten progressively worse since I first heard 1k miles ago so maybe one of the arms will fall off.

I am fairly tolerant of some of these things. I am on my fifth Tesla, but first Rivian. By now, it just seems normal to me—sort of like Stockholm Syndrome at this point. So far nothing terrible enough to push me away from the brand and I like my R1T better than a Cyber Truck.

I hope you get everything sorted out.

 

[RivianSocial]

I just had to do this request as well. I tried emailing customer service a few times.. no response. I contacted chat and they told me not to email customer service as they won't respond.. (great). So either use the chat in the Rivian app or call to request. I was told it should take 2-3 days for records to be emailed.

I sent an email through the app last year and got a reply with my service records attached from this address ([email protected] ). You're welcome to try it to see if it's still working.

 

[TXR1SMD]

Now I'm getting this message. A service call said it is a bug and I can ignore it but it's honestly a little exhausting how many issues can come up in a single month.

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