Rivian

This afternoon, we visited the Rivian showroom at World Golf Village for our reserved test drive of the upcoming R2. As existing Rivian owners of an R1S Quad Motor and one of Rivian’s earliest customers, we were genuinely excited to experience the R2 as we consider replacing our current vehicle when our lease ends. Unfortunately, our experience was the complete opposite of the outstanding service we received at the Orlando Rivian location when we purchased our first vehicle. Orlando set an exceptionally high standard. They were organized, prepared for our arrival, knowledgeable, professional, welcoming, and genuinely excited to help us. This visit could not have been more different. Our sales representative, Joel, appeared completely uninterested in us from the moment we arrived. Despite having a reserved test drive, the R2 was unbearably hot inside, and we had to wait around 10 minutes before we could even begin driving it while it cooled down. As existing Rivian owners, we expected the vehicle to be ready for a scheduled appointment or, at the very least, for someone to explain if the R2 operates differently from our current R1S. Nothing was explained. Throughout the entire experience, Joel never once took the opportunity to walk us through the R2 or explain how it compares with our current R1S. As existing owners, we expected him to point out what was new, what had changed, what features had been added or removed, or anything we should notice during the drive. Instead, we received virtually no information at all. Before we commenced our test drive, we opened the front trunk but were unable to work out how to close it. We went back into the showroom to ask Joel for assistance, and his response was simply, “What’s up?” rather than greeting us professionally or offering to help. The most disappointing moment came after our test drive. While my husband was speaking with Joel, he looked straight past him in the middle of the conversation and started talking to customers who had just walked into the showroom. We were effectively dismissed before our conversation had even finished. Afterward, he asked, “Any more questions?” in a way that made it feel like he simply wanted us to leave. Earlier, he had also commented that Rivian vehicles are more expensive these days and that “the cars sell themselves,” which came across as dismissive rather than customer focused. As we walked out, there was no thank you, no goodbye, and no acknowledgement that we had been long time Rivian customers. We love the Rivian brand and have been enthusiastic supporters since the early days, which made this experience especially disappointing. We came to learn about the R2 because we are genuinely interested in replacing our current Rivian with one. Instead, we left feeling like our business did not matter. The irony is that Rivian did not need to sell us on the brand. They simply needed to help us understand the R2. We arrived as enthusiastic existing owners and left feeling like an inconvenience. If this had been our first interaction with the brand, we would have seriously questioned whether we wanted to become Rivian customers. Unfortunately, this was a one star experience.

I had a great service experience with Kevin at Rivian. He was professional, knowledgeable, and made the whole process easy from start to finish. He clearly explained the work being done on my vehicle, kept me updated along the way, and made sure everything was completed properly and on time. What really stood out was his attention to detail and how much he genuinely cared about getting everything right. It’s not always easy to find service that feels this smooth and trustworthy, but Kevin delivered. Highly recommend working with him if you need service on your Rivian!

Excellent place for service and getting a Rivian. Thanks to the staff and Kevin for doing service on our car. Very. very, nice area and places to wait or work meanwhile you wait. Thanks Mr Cardenas