Rivian towed my operable truck 5 hours away without telling me they would charge to bring it back

[Arewon]

Has this happened to anyone else?

Truck has a recurring fault, says it needs service. I told them I can’t take another day off work to drive 5 hours to SC. Rivian rep says they will take care of it, arranges tow to SC. Truck arrives at center and they tell me — for the first time — that I’ll need to pick it up or pay $$$ for them to return. WTF.

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[Donald Stanfield]

Yeah, that's standard for them. Way back in the beginning, Rivian was towing both ways, but they were losing tons of money on it. I live about 4 hours from a service center myself, so I know your pain with it. They wanted to charge me $1,200 to tow it, which I would have rather done than made the drive, but luckily, they were able to get my truck fixed the same day, as it was an easy fix.

I get that it sucks, but I also understand Rivian not being able to afford those transportation costs for everyone.

 

[Arewon]

Totally get the economics of it but did they tell you in advance?

They didn't tell me until after my truck had been towed 5 hours away then the SC at Syracuse calls to say I will need to pick it up or pay to have it brought back. The whole reason they were towing it was I had just taken a day off work to get it serviced and within two weeks, the same warning lights were back.

 

[godfodder0901]

Totally get the economics of it but did they tell you in advance?

They didn't tell me until after my truck had been towed 5 hours away then the SC at Syracuse calls to say I will need to pick it up or pay to have it brought back. The whole reason they were towing it was I had just taken a day off work to get it serviced and within two weeks, the same warning lights were back.

Why Rivian Charges for Towing to Service Appointments

Do you know of any other manufacturer that will even pay to have it towed to the Service Center, much less tow an operable vehicle home afterwards?

 

[Arewon]

Why Rivian Charges for Towing to Service Appointments

Do you know of any other manufacturer that will even pay to have it towed to the Service Center, much less tow an operable vehicle home afterwards?

No because every other manufacturer I can think of has an operations in my state.

In any case, my complaint is not the policy — it's the fact that they didn't tell me until my truck was 5 hours away. It's operable and I would have just waited until I can get to another state later in the year.

 

[MountainBikeDude]

Has this happened to anyone else?

Truck has a recurring fault, says it needs service. I told them I can’t take another day off work to drive 5 hours to SC. Rivian rep says they will take care of it, arranges tow to SC. Truck arrives at center and they tell me — for the first time — that I’ll need to pick it up or pay $$$ for them to return. WTF.

Did you read any documentation on how warranty work is handled? It clearly states if the vehicle is unsafe to drive etc, Rivian will tow it to the nearest service center, but it's the owners responsibility to pick it up once repair is complete.

 

[Nixapatfan]

Why Rivian Charges for Towing to Service Appointments

Do you know of any other manufacturer that will even pay to have it towed to the Service Center, much less tow an operable vehicle home afterwards?

Not really the same comparing it to other manufacturers since they all have dealerships relatively close to their customers. And yes some manufacturers do provide free roadside and towing and loaners for vehicles that cannot be driven while under warranty.

I feel for the OP but expecting a return tow for a working vehicle is unheard of but then again having a service center 5 hours away is also unheard of. Sucks to be in that situation but that's the price we pay for being early adopters to a new manufacturer.

 

[COdogman]

Not really the same comparing it to other manufacturers since they all have dealerships relatively close to their customers. And yes some manufacturers do provide free roadside and towing and loaners for vehicles that cannot be driven while under warranty.

I feel for the OP but expecting a return tow for a working vehicle is unheard of but then again having a service center 5 hours away is also unheard of. Sucks to be in that situation but that's the price we pay for being early adopters to a new manufacturer.

Except OP purchased knowing there were no service centers near them. Not sure what they expected to happen if they were aware of the policy?

 

[NeedSumCoffee]

Why Rivian Charges for Towing to Service Appointments

Do you know of any other manufacturer that will even pay to have it towed to the Service Center, much less tow an operable vehicle home afterwards?

Pretty much every single luxury manufacturer would tow both ways or at least drive a repaired vehicle back to you. In both my Range Rover and MB with past services, they would pick up my car from my house or office, leave me a loaner, and bring my vehicle back to me and take the loaner. You can easily go years of ownership without ever once driving to a dealership.

When I was living in DC, I bought my RR from a dealership in Harrisburg, PA because they had the exact build I wanted. Still for years whenever I needed service, they would drive 2-3hrs down in a loaner, swap it out, and take mine back. Never cost a penny. One time I accidentally forgot my laptop in the back seat when they took my car and they overnighted it back to me on their dime, for my mistake. That type of service is very common for dealers when you buy 6 figure cars.

 

[COdogman]

Pretty much every single luxury manufacturer would tow both ways or at least drive a repaired vehicle back to you. In both my Range Rover and MB with past services, they would pick up my car from my house or office, leave me a loaner, and bring my vehicle back to me and take the loaner. You can easily go years of ownership without ever once driving to a dealership.

When I was living in DC, I bought my RR from a dealership in Harrisburg, PA because they had the exact build I wanted. Still for years whenever I needed service, they would drive 2-3hrs down in a loaner, swap it out, and take mine back. Never cost a penny. One time I accidentally forgot my laptop in the back seat when they took my car and they overnighted it back to me on their dime, for my mistake. That type of service is very common for dealers when you buy 6 figure cars.

Agree that was very nice of them to do that, but Rivian's policy on this has been out there for years at this point.

 

[sherold]

Pretty much every single luxury manufacturer would tow both ways or at least drive a repaired vehicle back to you. In both my Range Rover and MB with past services, they would pick up my car from my house or office, leave me a loaner, and bring my vehicle back to me and take the loaner. You can easily go years of ownership without ever once driving to a dealership.

When I was living in DC, I bought my RR from a dealership in Harrisburg, PA because they had the exact build I wanted. Still for years whenever I needed service, they would drive 2-3hrs down in a loaner, swap it out, and take mine back. Never cost a penny. One time I accidentally forgot my laptop in the back seat when they took my car and they overnighted it back to me on their dime, for my mistake. That type of service is very common for dealers when you buy 6 figure cars.

These aren't luxury vehicles and Rivian is not a luxury vehicle brand. The comparison with RR & MB is not really valid. These are the risks people need to research and understand, prior to purchase, when dealing with a completely new vehicle manufacturer. Especially one that does not yet have a thoroughly established service network, when compared to the "norm" of other manufacturers.

OP, it sucks being that far from a service center. Just pick it up after hours and/or on the weekend. Find somewhere fun to stop or visit and make light out of a crappy situation.

 

[TollKeeper]

Why Rivian Charges for Towing to Service Appointments

Do you know of any other manufacturer that will even pay to have it towed to the Service Center, much less tow an operable vehicle home afterwards?

Genesis, Benz, and a few (very few) others. But they do exist.

Genesis will tow you a rental car, tow the car to be serviced. Than reverse than when done.

 

[NY_Rob]

Has this happened to anyone else?

Truck has a recurring fault, says it needs service. I told them I can’t take another day off work to drive 5 hours to SC. Rivian rep says they will take care of it, arranges tow to SC. Truck arrives at center and they tell me — for the first time — that I’ll need to pick it up or pay $$$ for them to return. WTF.

Well, at least now you don't have to lose a day's work to pick it up, go to the SC over the weekend to retrieve it.

Strict interpretation of the warranty terms: they were not required to inform you of your obligation to arrange for pickup or delivery of the repaired vehicle once warranty work was completed. In a more "customer centric" atmosphere, they could have mentioned that fact to you when setting up the service appointment. Maybe some CS reps mention the "you are responsible.." part, and some don't?

 

[UnsungZero_OldTimeAdMan]

Yet another empty complaint that boils down to: Caveat Emptor and willful ignorance.

 

[Dark-Fx]

Well, at least now you don't have to lose a day's work to pick it up, go to the SC over the weekend to retrieve it.

Strict interpretation of the warranty terms: they were not required to inform you of your obligation to arrange for pickup or delivery of the repaired vehicle once warranty work was completed. In a more "customer centric" atmosphere, they could have mentioned that fact to you when setting up the service appointment. Maybe some CS reps mention the "you are responsible.." part, and some don't?

To be fair, the work order you sign doesn't mention anything about payment for the Mobile Concierge service. But I'm surprised if it was operable, that Rivian would have towed it to the service center for free. It's clearly not what they have guidance for on the website.

Mobile Concierge
In the event that either (a) Rivian determines that your vehicle needs to be transported to a Rivian service location to perform the Services described on this Work Order on your vehicle, or (b) you brought your vehicle to a Rivian service location and you request Rivian transport
your vehicle to your residence or other location, you authorize Rivian to operate and transport the vehicle subject to the following terms and conditions. Rivian assumes the risk of any loss, theft, damage, or destruction of the vehicle arising from Rivian’s or Rivian’s Service Provider’s
operation of, riding in, or driving, the vehicle while the vehicle is in Rivian’s possession for the performance of the Services. Rivian will deliver the vehicle to you (or arrange to have the vehicle delivered to you) upon completion of the Services.

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