Another Shady Service Center Visit

[Agswin]

R1S had a battery warning in November. Scheduled a service appointment for Dec 27th (earliest available even though car said "go to a service center immediately") in Houston. Car has 23000 miles, so we told them to add the 22500 mile "comprehensive inspection". They quoted us $200. We agreed. Dropped the car off and picked it up today. Were charged $200 and was given an inspection summary for a "multi-point inspection". Once I got home and got on these forums, realized that they did the basic inspection and not the comprehensive. Spent over an hour with Rivian chat trying to sort this out to no avail. Was not given any paperwork for all of the other work done. Rivian chat is worthless. They can't find any records. I will need to call Rivian Monday but it sure feels like a bait and switch at the service center. Who would pay $200 for a tire rotation to get a "free" multi point inspection?

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[Donald Stanfield]

So you got an inspection, paid your 200 dollars, and are now unhappy? I do not understand your complaint here.

 

[Agswin]

You know there are 2 different inspections, right? I asked for and paid for the "comprehensive" inspection that Rivian recommends at 22,500 miles. It is much more in depth and includes putting the car up on a rack and checks the suspension, halfshafts, tie rods, replaces the cabin air filter, underbody, air suspension joints etc. What I got was the basic "walk around" inspection that happens at every 7500 miles. Bait and switch is the term that is used for this.

 

[HapticWagon]

Def call them to see if they can make it right. I’d be surprised if they don’t get you in touch with the SC you were at so they can explain to you what was done.
Unfortunate that your chat experience has been subpar. But calls with rivian support has been great for me. They should be open 24/7 actually so you could call them to see if they can access/read what exactly was done at the service center visit.
You should also be receiving a full write up of the visit in your email soon after the SC visit.

 

[Agswin]

The odd thing for me was that when we added the inspection over the phone, there was no type of confirmation except a sort of "sounds good, we can add that". I even asked her "Seems like we should have something in writing that shows exactly what is being done to the car since we live 2 hours away and you want the car for at least 10 days. She basically said "it is all on the ticket and you are confirmed". Any other traditional car I have dropped for service, there is a "meeting of the minds" and paperwork involved so everyone is on the same page.

It is also odd that Rivian quietly removed the 22,500 service bulletin from the app and website without any mention or update or alert. I looked one day and the app said you need a comprehensive inspection at 22,500 and then the next day it was just gone.

 

[Riviot]

You know there are 2 different inspections, right? I asked for and paid for the "comprehensive" inspection that Rivian recommends at 22,500 miles. It is much more in depth and includes putting the car up on a rack and checks the suspension, halfshafts, tie rods, replaces the cabin air filter, underbody, air suspension joints etc. What I got was the basic "walk around" inspection that happens at every 7500 miles. Bait and switch is the term that is used for this.

Can you post the entire invoice, redacted of your PII of course, so we can peruse? It'll look like this and is accessible from the app:

It is also odd that Rivian quietly removed the 22,500 service bulletin from the app and website without any mention or update or alert. I looked one day and the app said you need a comprehensive inspection at 22,500 and then the next day it was just gone.

No, it's still there, you've got the verbiage wrong. There's no "basic" or "comprehensive," just " multi-point". 7500 * 3 = 22500.

Click "here" at the bottom and it'll tell you what they check:

 

[Agswin]

I don't have the verbiage wrong. Like I said, it was on the app and the website a few weeks ago and now it is gone. Poof! See screenshot attached

 

[VSG]

No, it's still there, you've got the verbiage wrong. There's no "basic" or "comprehensive," just " multi-point". 7500 * 3 = 22500.

No, it's gone. There used to be an entirely separate 22,500 service interval with a comprehensive inspection. This was in addition to the normal 7,500 interval.
See this thread, where I documented this:
https://www.rivianforums.com/forum/threads/no-more-22-500-mile-service.35955/

 

[portdirect]

Can you post the entire invoice, redacted of your PII of course, so we can peruse? It'll look like this and is accessible from the app:

No, it's still there, you've got the verbiage wrong. There's no "basic" or "comprehensive," just " multi-point". 7500 * 3 = 22500.

Click "here" at the bottom and it'll tell you what they check:

To be fair there did used to be a comprehensive inspection (a long time ago I thought) it was removed from the website at some point in mid 2024, and I think the app much more recently, but lives on via the way back machine: http://web.archive.org/web/20240116...t-is-the-maintenance-schedule-for-r1-vehicles

Theres also a few threads on it here, many of which describe some frustration as the inspection doesn't seem to be formally defined anywhere - other than the requirement to go into a SC for it, and the bullets linked above.

 

[Riviot]

I don't have the verbiage wrong. Like I said, it was on the app and the website a few weeks ago and now it is gone. Poof! See screenshot attached

Ok ok I'm an asshole, but you still haven't posted your invoice!

 

[Agswin]

To be fair there did used to be a comprehensive inspection (a long time ago I thought) it was removed from the website at some point in mid 2024, and I think the app much more recently, but lives on via the way back machine: http://web.archive.org/web/20240116...t-is-the-maintenance-schedule-for-r1-vehicles

Theres also a few threads on it here, many of which describe some frustration as the inspection doesn't seem to be formally defined anywhere - other than the requirement to go into a SC for it, and the bullets linked above.

I actually saw it in my app in or online around Christmas and that is why I had them add it. Car had 23000 miles and Rivian was 2 hours away and they were keeping it for 7+ days anyway, so I told them to just do that. Now, whether the lady on the phone heard "inspection" and not " the 22,500 inspection" or she is new/not trained and doesn't even know that a 22,500 inspection exists because Rivian was in the process of removing it, is another story. But if at any point, she would have said "well sir the inspection is free with a tire rotation that costs $200" I would have told them to go pound sand.

 

[Agswin]

Ok ok I'm an asshole, but you still haven't posted your invoice!

Read in my original post " Was not given any paperwork for all of the other work done." Nothing in the app. Here is your 12:56am Central update

 

[Riviot]

To be fair there did used to be a comprehensive inspection (a long time ago I thought) it was removed from the website at some point in mid 2024, and I think the app much more recently, but lives on via the way back machine: http://web.archive.org/web/20240116...t-is-the-maintenance-schedule-for-r1-vehicles

Theres also a few threads on it here, many of which describe some frustration as the inspection doesn't seem to be formally defined anywhere - other than the requirement to go into a SC for it, and the bullets linked above.

Read in my original post " Was not given any paperwork for all of the other work done." Nothing in the app. Here is your 12:56am Central update

Go back one step, look under Service History instead of Requests.

 

[Agswin]

2023

 

[freshpow]

Sure it’s confusing that they’ve switched around the language on the website a bit but it’s hardly a bait and switch like you claim. The 7,500 “multi-point inspection” / tire rotation is not free. I recently had it performed, without the tire rotation, and was charged $160. Felt like a ripoff since it was a mobile appointment and the tech spent all of 5 minutes on the inspection but it is what it is.

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