I want to start by saying I genuinely love my Rivian. However, my experience with the El Segundo Service Center has been consistently frustrating. I currently have two open recalls -- one of which included a message from Rivian instructing me not to have passengers in the back seat until it was resolved. In addition, I've had ongoing suspension issues that have required multiple visits and still are not fully resolved because the issue keeps returning. My truck has been in the shop more times than I can count at this point. Because of that, having a loaner vehicle when I drop it off for service is important. At my last scheduled appointment, I was told they had run out of loaners. I asked if I could reschedule for a day when loaners would be available. They said yes and helped me pick a date two weeks later when they assured me one would be available. When I arrived for that rescheduled appointment, I was again told there were no loaners. Furthemore I was told that the rep who initially told me that, should not have--and insinuated it was my problem for listening to them. This feels disorganized and undermines trust. More broadly, there appears to be a breakdown in internal communication between the Rivian app, the call center, and the service center. For example, I had an issue where the inside of my hood was missing structural adhesive foam from the factory, which caused a large dimple to appear at highway speeds (70+ mph). This repair was missed across three separate appointments -- including two mobile visits -- because the service team didn't know to have the correct spray on hand. I understand that growing companies have scaling challenges. But when safety recalls are involved and vehicles are repeatedly in service, better coordination and communication are essential. I truly hope Rivian improves this process, because the product deserves a service experience that matches it. read more

My friend and I went to Rivian in El Segundo today for a test drive and everything couldn't have gone better. We found the building and parked easily, then were met outside even when we were early which was cool. The entire introduction to Rivian was casual, pressure-less and comfortable so felt great for a car buying experience. Everything was thoroughly explained, legal things covered, and off we went for a test drive. Great car, great experience and Rivian has a great CEO. For fellow Tesla drivers looking for alternatives, Rivian's CEO is known for humility. The 2027 R3 is going to be out q4 of 2026 for those looking for a smaller SUV than their current trucks and huge SUVs at about 45k. Omg they made me into sounding like a sales person! lol Great experience here today and I'm going to keep monitoring R3's progress the next couple years. read more

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This place never disappoints to disappoint. Front desk is so slow. No one answers the phones. You get placed on a "call back list" when you call to check on your car and then they never call back. I left messages in the app and no response for 24hours. I like the car but not enough to put up with this. Also a 12volt battery should not be faulty after 3 months. We have had the car for 3 years and this is the 3rd battery. And now we have to pay for another battery which should be under warranty after all of the faulty ones. Not at all happy with this place. We are on a waitlist for the next car and will not be purchasing. When picking up my vehicle, I had to type in my own card number to pay... then my key was lost. Waited forever after messaging that I had to get my car in a hurry to get to work and gave them the heads up that the car I needs to be ready. Then the key was lost. Not happy. 4 bad experiences. Do not buy a Rivian. read more

First time bringing the riv to get serviced. I am quite pleasantly surprised at how easy this was! Oscar checked me in, and since they were out of loaner cars he got me set up with a rental. He kept me up to date on where my car was in line and how long it would take. I dropped off the rental at Rivian, they washed my car and she's looking good as ever. I was also surprised at the cost for some of the service items. Wanted a multi point inspection and tire rotation and together it was like $250 or so and honestly I was expecting a lot more. Exceptional customer service. read more

Rivian Service Center - Brand new 2025 R1s Tri motor (storm blue) - Auto Repair Near Me - El Segundo, California

I am here to sing the high praises of the Rivian Service Center, and more specifically, Kyle, their service advisor. I just picked up a Used 22 R1T from a third-party vendor and absolutely loved it... until it completely broke down on me after only one week of ownership. After getting the car towed clear across LA to this service center, Kyle was so kind, understanding, and patient with me after my understandable frustration. Despite some setbacks, miscommunication, and misunderstandings, Kyle was understanding of the whole picture and recognizes that his interaction with customers like me is representative of this company as a whole. Rivians have a bit of an early reputation for mechanical issues, but that is somewhat expected from a relatively new car company. More importantly, though, Rivian also is building a reputation for impeccable customer service. Kyle, and my overall experience with Rivian is just that. When it is time to switch cars, I will be sticking with Rivian. I will be a lifelong Rivian owner simply from this experience alone. Kudos to Kyle, and kudos to Rivian for supporting your customer service experience so strongly. read more

Everything about Rivian is superb from customer service to speaking with expert techs, to getting a loaner or rental if needed. read more

Rivian Service Center - Rivian Lounge - Auto Repair Near Me - El Segundo, California

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Good service. No Rivian's to give me so gave me uber vouchers. Car was done in good time. Staff friendly.

We came to this Rivian Service Center in El Segundo on May 29, 2024 because it was the only nearby location that had our specific building for a 2023 R1T (it was on sale due to it being a 2023 model). Our experience at this service center was positive overall. Our assigned delivery guide, Jason, was very friendly & professional throughout the entire pickup process. There was a slight hiccup with our lease terms being finalized, which resulted in a delayed in picking up the vehicle. We spent a total of 90-100 minutes at the location instead of the 45 minutes that were originally allotted. The service from all the employees we interacted with weee also very positive. The customer lounge was very comfortable and welcoming. It felt like being in someone's hip living room. They provided complimentary coffee & boxed water. The restroom was also very clean. Overall, this is a great service center, but we will likely be going to the Eastvale location if we need service in the future since we live in Ontario. read more

Rivian Service Center - Picked up our new Rivian R1T! (Dual Motor Max in Rivian Blue & Dark AT Tires) - Auto Repair Near Me - El Segundo, California

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I took my car for service. It has been with the service center for one week. They still do not have an expected date for delivery. When I asked them, the response was " yes the car has been with us for a week, but not with a technician". How is the customer supposed to take care of that? If they did not have service technician, then why did they schedule me for service? Coming from a Tesla ownership, the service standards really pales in comparison. read more

Rene is an awesome service writer, he is the reason that this location is getting five stars. Jaime is an excellent technician who goes in depth explaining things to the customer. Rene always goes above and beyond, when a mistake occurs, he is sure to fix it, and ensure that the customer is treated well. Since my car is still under warranty, I cannot comment to the cost of maintenance. Although everything seems to be reasonable. read more

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Cute space Customer service very bad. They at least had my appointment scheduled when I test drove. I had an issue with a key to my brand new suv and they were a MESS. They did drive it to my home which was very good customer service for a $100+k car but they got the order all wroong lol the communication there is very bad and they have mis informed me on so many things I have lost track. More often than not they are wrong but I will give them a pass because the product is out of this world amazing and I know they are still trying to get it together. But rly they should have better customer communication and notes because no one knows what anyone Says to anyone etc. very confusing and time consuming read more

I love the car, but my experience with the service department has been frustrating. It took four months just to get a maintenance appointment. During that time, I used their service chat to add a few items to my appointment, but many of them didn't make it to the final work order estimate. Two days before the appointment, upon receipt of the work order estimate, I called the service department to confirm everything was in order. After 40 minutes on hold, I finally spoke with a rep who couldn't help me and promised that service would call me back--but they never did. I followed up again through the service chat, and they simply said they'd look into it and get back to me. When I showed up for the appointment, the rep at the counter was helpful, but I was shocked to learn that they planned to keep my car for a week. The estimate I had only indicated a little over four hours of work. They offered me a loaner vehicle, which was appreciated, but when I went to transfer my personal belongings, I opened the front trunk and was hit with a strong smell of marijuana. There was also residue from the buds still scattered throughout the area. After waiting another 45 minutes, they provided me with a second vehicle, but the key didn't work. At that point, they called me an Uber and sent me to Enterprise, where it took over an hour before I was finally able to drive away with a car; which had a few pieces of trash in it including a dirty tissue. I'm not sure I'd recommend a Rivian until they get their service department together. read more

Everytime I come here, a staff member will open the door for me and whenever the car is ready someone will drive the car up for us. Very clean spacious gender neutral restroom and very comfy lobby to wait in. The street is good for parking when it's the weekend, on weekdays the street has a lot of cars from other people that work around them. They have and employee parking lot and customer lot, so read the signs before parking. This service location is super close to the beach and you get to test drive the cars with a really nice beach view. Overall a good place to take your R1T or R1S for service or test drive any of them. read more

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I need to understand if this place is for real or is it an alternate universe, perhaps? It's a wild joke of a ride. Honestly, such a mess that I wonder how the employees get by each day. It doesn't seem they quite understand how to schedule service appts which is a bit elementary so I feel like I'm missing something. I made an appointment for a side mirror replacement Monday, upon check in I inquired how long this would take, he legitimately could not answer me. He said maybe they would be able to get to it on Friday. Uh? Then why am I dropping it off on Monday? Maybe you should've scheduled me for Thursday? I'm so confused. Let's say I agreed to leaving my car in Rivian storage for 5 days till they "could get to it" then how long will it take to replace the mirror? Dead pan stared at me and said I don't know. As I write this, it's actually becoming comical. WHAT IS THIS PLACE and who is running it?! LOL read more

I have had the best experience with this place! Ray in the service department has been over-the-top helpful. Highly recommend them! If you need a GREAT Service Advisor, Ask for Ray! read more

I've had a great experience each of the 3 times I've been here for service. Recall #1 (retorqing the wheels) - I was in and out in literally less than 10 minutes. Recall #2 (seatbelt fix + I had this clicking sound that I wanted them to look at) - in and out in about an hour or less. 3rd time - I came in for tire rotation which is $60, but I specifically asked them to tell me what the rating was on each tire, and they forgot to do so, so they gave me the service for free without me asking, and I wasn't complaining either. Also got a new key fob as my fob was not working. Each of the 3 visits were free of charge, of course. Every single Rivian employee I've talked to here has been extremely kind, enthusiastic, seemingly happy to be working here, and sincerely wanted to help. I've had my truck for over a year and love everything about it. Best vehicle ever. Thank you! read more

Loved popping into Rivian to see what the store and trucks are all about. Super welcoming staff and cozy space.

The car is crap. A lemon. At 6 month needed new battery and now new drive shaft. Hard to communicate with a service adviser as you have to go through the main (app) office. read more

Nicest guys you'll ever meet! Made my delivery process as enjoyable as I hoped it would be!

German and Brooke have been amazing service advisors. I'm so grateful for all their help and making feel valued as a Rivian customer. Thank you for all you do! read more

First visit to pick up the vehicle was stressful with a 3 month old baby. I arrived at 9 didn't leave until 4:45. The good thing was that I was prepared with formula and snacks for my other kids. Made a quick stop at Whole Foods nearby. It was an issue with the key. Yet we stayed cool and my hubby on the other hand was not happy due to the customer service person not offering a rental car to take us back after my hubby had to go back to work. But second time around completely different people and outcome. Better customer service/support and more efficient customer experience with communication. read more

The most awful car service center I've ever been to. At this point my car has been there over 30 days. 2 weeks ago I received a text stating my car would be done within a few days... then zero communication after that. Car is still not finished, I've been calling for days to get an update. The customer service phone number is a joke. Everyone promises a call back to no avail. I've asked the service manager to call me and nothing. I enjoy the R1S... but anyone considering one in LA.. don't buy one. There are 3-6 month service appt wait times, they don't have loaners for you, and then there's zero communication from the service department. read more

This is a place I really don't understand, and the service manager makes customers angry. I bought a new R1s car 2 weeks ago and went there because the front and rear camera didn't work. He said he was busy and said he didn't look at me and there was no parking spot, so he was kicked out and said he would do it in March next year, isn't it crazy? really regret buying Rivian. Feel bad and unpleasant There may be a defect when producing a car. But the attitude to solve it is useless. I trusted and chose their CEO. I'm so disappointed that I won't buy their car again. read more

I really like my Rivian. It's a good car. But I pray anyone that gets one doesn't have anything go wrong with it and need to deal with customer service. It is beyond terrible. Seriously I can't imagine it being more inefficient or unhelpful. First it is routinely over an hour wait just to get to chat with someone online. They will not be able to help you and have to transfer you. They will not transfer you. The chat will say completed and you will start the process all over again. And forget even trying to get someone on the phone. I am one month into my lease and for sure will not renew based on customer service,. read more