Issues With New Car

[socktucker]

I went to lease a Lucid, flying to Seattle to get it. I show up, the car is ready, but has a DENT in the trunk. Unacceptable of course. If I hadn’t caught it, they would have delivered me a car that would have cost me thousands on lease return.

I refuse delivery. They can’t give me another car because they actually aren’t licensed to sell in Washington. Okay. So I have to fly home, then fly back in two days to get the car. They give me some credit to help pay for the added costs of flying and the annoyance of them being unable to deliver an undamaged car and (allegedly) not noticing a dent in the trunk. They did notice it, or someone did, because it was polished over.

Anyways, get the car. Drive it back home.

Within a week, I notice rattles all over. A suspension clunk. The letters chip off on HVAC controls. One of the weather strips on the belt lint is bent down inside the door. Same with the rear hatch. The rear subwoofer rattles like crazy.

There is a fingerprint in the paint. You can see it under the clear coat plain as day.

My windshield wipers don’t work right. The pump doesn’t work. It just puts out a few drops and smears.

Oh, I can see the location of the car I refuse delivery of, too. For weeks I can see and control what is now someone else’s car. Nice.

I call service they don’t call back. I email them, ignored.

I finally get someone in service (after customer service calls for me). I send in pics. I send in video. They confirm all my issues. They say so sorry, we will pick the car up and rent you a luxury car while we fix all your issues. Ok! Appointment scheduled.

They start the song and dance, and say never mind we think Mobile Service can fix it. Ok…maybe they send him with a painted piece. Alright then, let’s do that. I send in pics of the working space as requested, everything is scheduled.

And then….nothing happens. Just nothing. I schedule time off work, and nothing. Ghosted. I finally call customer service, and they tell me the guy that “took charge” off my warranty case doesn’t work there anymore, they had heard of it but didn’t actually schedule anything.

So I’m just chilling with a busted ass “luxury car” with wipers that don’t work, a myriad of other stupid issues, until “sometime in November”.

I was going to buy out the lease on this at the end but I can’t imagine dealing with this company any more than contractually obligated.

Thanks for listening to my Ted talk.

UPDATE: Sunday night, Lucid calls me- I figure weird call on a Sunday maybe it’s to confirm my appointment. It was a sales guy from Lucid asking me if I was still interested in buying a Lucid!!!

 

[Bunnylebowski]

That’s total rubbish. Have you tried escalating up the chain to customer relations? Lucid has been really fantastic and responsive to me 100% of the time and I hate to hear of any terrible stories like this especially right from the get go. It’s not a Karen move in this situation to ask for senior customer relations to get involved, as you were leased a damaged car that is defective to boot.

 

[socktucker]

That’s total rubbish. Have you tried escalating up the chain to customer relations? Lucid has been really fantastic and responsive to me 100% of the time and I hate to hear of any terrible stories like this especially right from the get go. It’s not a Karen move in this situation to ask for senior customer relations to get involved, as you were leased a damaged car that is defective to boot.

This is actually a second Lucid because I refused delivery of the first damaged one. I didn’t notice the weather strip jammed in the door.

I did ask what am I supposed to do when it rains and road film? The windshield sprayer doesn’t work!!!

 

[socktucker]

Oh let me clarify: I refused the first Lucid they tried to have me sign for. I had to leave the State, then fly back 2 days later and buy a different Lucid Air. That’s why I had TWO Lucius in my app.

 

[mustafam1]

I feel your frustration, I pretty much spent my 18 month lease trying to get a suspension clunk, steering vibration, high speed handling issues, and woofer rattle fixed but was gaslit by both remote techs in DFW and Houston service center. I've only put 7000 miles on my car in 18 months because of how much I loathe driving it. Love love loveee the way the Air looks, but everything else about my Lucid experience has been trash which is a shame. Extended my lease in hopes to have another try at getting my issues resolved + to give BoA time to figure out their shady lease turn in charges.

 

[socktucker]

I feel your frustration, I pretty much spent my 18 month lease trying to get a suspension clunk, steering vibration, high speed handling issues, and woofer rattle fixed but was gaslit by both remote techs in DFW and Houston service center. I've only put 7000 miles on my car in 18 months because of how much I loathe driving it. Love love loveee the way the Air looks, but everything else about my Lucid experience has been trash which is a shame. Extended my lease in hopes to have another try at getting my issues resolved + to give BoA time to figure out their shady lease turn in charges.

I honestly thought people were exaggerating but my god, when Lucid goes wrong they go full chooch and just don’t fix anything.

 

[Spaceship]

That is very concerning. Man, these type of stories really hurt and I hope Lucid understands how damaging these can be to them. All of these stories will just scare away any potential new customers. Sorry to hear about your experience.

 

[marqie]

I went to lease a Lucid, flying to Seattle to get it. I show up, the car is ready, but has a DENT in the trunk. Unacceptable of course. If I hadn’t caught it, they would have delivered me a car that would have cost me thousands on lease return.

I refuse delivery. They can’t give me another car because they actually aren’t licensed to sell in Washington. Okay. So I have to fly home, then fly back in two days to get the car. They give me some credit to help pay for the added costs of flying and the annoyance of them being unable to deliver an undamaged car and (allegedly) not noticing a dent in the trunk. They did notice it, or someone did, because it was polished over.

Anyways, get the car. Drive it back home.

Within a week, I notice rattles all over. A suspension clunk. The letters chip off on HVAC controls. One of the weather strips on the belt lint is bent down inside the door. Same with the rear hatch. The rear subwoofer rattles like crazy.

There is a fingerprint in the paint. You can see it under the clear coat plain as day.

My windshield wipers don’t work right. The pump doesn’t work. It just puts out a few drops and smears.

Oh, I can see the location of the car I refuse delivery of, too. For weeks I can see and control what is now someone else’s car. Nice.

I call service they don’t call back. I email them, ignored.

I finally get someone in service (after customer service calls for me). I send in pics. I send in video. They confirm all my issues. They say so sorry, we will pick the car up and rent you a luxury car while we fix all your issues. Ok! Appointment scheduled.

They start the song and dance, and say never mind we think Mobile Service can fix it. Ok…maybe they send him with a painted piece. Alright then, let’s do that. I send in pics of the working space as requested, everything is scheduled.

And then….nothing happens. Just nothing. I schedule time off work, and nothing. Ghosted. I finally call customer service, and they tell me the guy that “took charge” off my warranty case doesn’t work there anymore, they had heard of it but didn’t actually schedule anything.

So I’m just chilling with a busted ass “luxury car” with wipers that don’t work, a myriad of other stupid issues, until “sometime in November”.

I was going to buy out the lease on this at the end but I can’t imagine dealing with this company any more than contractually obligated.

Thanks for listening to my Ted talk.

UPDATE: Sunday night, Lucid calls me- I figure weird call on a Sunday maybe it’s to confirm my appointment. It was a sales guy from Lucid asking me if I was still interested in buying a Lucid!!!

Hi, @socktucker. I am sorry to hear about your experience. I just sent you a DM. Let me know if I may be of assistance.

 

[Andretex]

As a long time Lucid fan and owner, I have to agree with your post.

my recent Gravity buying experience was a total cluster F. so much so, that after 6 hours at Lucid Miami, and after agreeing on the price and trade in, they changed the numbers last minute. they made two mistakes. and I lost my $1k deposit and did not get the Gravity I ordered.

I will not buy another Lucid and cant wait for my Air lease to end.

 

[Halodde]

I hate hearing stories like this as I'm driving around in a car that I love. It's like the sales part of the organization can't get out of their own way and they are creating a bad impression of the company to prospective new buyers with situations like this

 

[Steveinarizona]

Hi, @socktucker. I am sorry to hear about your experience. I just sent you a DM. Let me know if I may be of assistance.

It is great that you are here. I have a Genesis and there is a Genesis owners forum but as far as I can tell, no one from Genesis is there (they may monitor it but don't participate). I had BMWs before that and was on the two BMW owner forums and there was no corporate presence there like yours.

What would be good is if the vehicle owner closed the loop on these and let us know how the issues got resolved. I understand that for privacy reasons, you can't close the loop yourself. Assuming your intervention was successful, it would help counter some of the bad stories i read here.

 

[socktucker]

my recent Gravity buying experience was a total cluster F. so much so, that after 6 hours at Lucid Miami

yeah same, just went to pickup my new car, instead spent 2 hours at the dealership, missed my work meeting, and left without the car I came to get- all because they lack quality control at apparently many levels.

When the car is doing well, its amazing. But when you buy a car, you get a relationship with the company for X number of years-and so far-its been a terrible experience. The weird thing is, everyone at Lucid is nice and wants to help, but it always seems to fall apart behind the curtains.

 

[TahoeMichael]

As someone who is in the queue to buy a Gravity, these tales are worrisome. It seems like everyone agrees that the Lucid staff wants to deliver a great luxury car experience. My impression from hanging out here this year is that Lucid seems to be in disarray behind the scenes, and has trouble following through with consistency.

 

[WeighingGravity]

It's got to be extremely difficult to build a national sales and service organization from scratch selling new products that are coming together pretty much in real time. So I empathize with the challenge that Lucid has. Ultimately, though, it's a problem that so many of their processes and/or systems appear to be in disarray. My experiences haven't been nearly as bad as some of those advertised (though I still don't have a vehicle yet) but they do whiff of the same observations being made here. Simple example: My original SA went on extended personal leave. He didn't tell me, so I essentially got ghosted for a while. There should have been a process whereby someone going on extended leave would pass their customers on to someone else, but that never happened. Eventually he responded, copying his manager, and asking him to comment. Then the manager never responded! I literally had to find a new SA on my own, leveraging this community here.

Individual people are nice and may care, but at the end of the day, you can't build an nationwide company executing soup-to-nuts R&D, NPD, manufacturing, sales, and service relying on the ad hoc efforts of individuals without extremely robust, reliable, and interconnected systems and processes. Even if a salesperson really cares about your order, if there is a giant unknown chasm between production and sales, they can't give you any information about your order. And if there are even a few bad, or just OK apples in there, things fall apart fast.

It's kind of funny that the remedy that so many people on here suggest when there is a problem is "ask for a supervisor." Supervisors are probably overloaded at this point - perhaps why the manager never responded to me. But the "manager" alarm just doubles down on the ad hoc nature of the problem.

 

[kapix]

Someone smarter than me has noted that fora such as these are overpopulated by negative comments. When all is well one goes about daily life unfazed and comment-free.
This is why you don't see much text from me...all is well. I'm on my fourth electric vehicle and second Lucid Air. They have all been MUCH more trouble-free than the previous 23 internal combustion vehicles.
The two Airs and Lucid Natick have been nearly flawless so, yeah...unfazed and comment-free.

 

[socktucker]

As someone who is in the queue to buy a Gravity, these tales are worrisome. It seems like everyone agrees that the Lucid staff wants to deliver a great luxury car experience. My impression from hanging out here this year is that Lucid seems to be in disarray behind the scenes, and has trouble following through with consistency.

I feel like they sold so many cars with so many issues that they cannot actually service them all in a timely manner. Then you have things like software updates that break the cars, and I just don't understand how these things keep happening. Lucid keeps promising fixes, but this is also the company that delivered hundreds of cars with keyfobs that they knew didn't work. So I don't know who to trust. Their front-line employees are very nice and want to help, but somewhere in the background their efforst get stifled.

Having said that...Gravity is an amazing vehicle, but unfortunaly Lucid is now one of those companies where "if you get a good one" you will love it. If you don't...dealing with Lucid becomes a frustrating hobby.

 

[socktucker]

Simple example: My original SA went on extended personal leave. He didn't tell me, so I essentially got ghosted for a while. There should have been a process whereby someone going on extended leave would pass their customers on to someone else,

This happened to me too! IDK if we are allowed to recommend reps here but Jacques picked up the pieces and is the only positive experience I've had with Lucid.
The same thing happened to me with Service, finally got a great advisor to take ownership of my issues (truly a great dude, I wish him well), then he "no longer works there", and literally nobody in the service department even checked his emails or followed up on his appointments or anything. I've never had anything like that happen to me. That service advisor documented everything, was fast and communicative, then -poof- gone...without a single word from Lucid. Crazy!!

 

[Bunnylebowski]

Someone smarter than me has noted that fora such as these are overpopulated by negative comments. When all is well one goes about daily life unfazed and comment-free.
This is why you don't see much text from me...all is well. I'm on my fourth electric vehicle and second Lucid Air. They have all been MUCH more trouble-free than the previous 23 internal combustion vehicles.
The two Airs and Lucid Natick have been nearly flawless so, yeah...unfazed and comment-free.

I think I’ve said this before but Lucid as a whole should literally copy and paste whatever they’re doing at Natick and apply that over the whole organization. While it does take a level headed person to handle whatever glitches may occur, when you have an entire center in which every employee has the same culture of quality and communication and getting it right, it goes MILES towards building good will and loyalty. My gravity has been mostly trouble free (keycard doesn’t drive the car but fobs are flawless), while my early build Air was NOT, but I figured well hey if I did ok with a problematic car as long as I had a good crew of people to rely on, then if the Gravity had a few less issues then I’d be a happy camper. I personally am a happy camper and I hope those who have had experiences not aligned with mine end up getting that rectified somehow, as Lucid’s customer relations people really do care about that sort of thing.

 

[David2025]

As someone who is in the queue to buy a Gravity, these tales are worrisome. It seems speedicle. the tech, the like everyone agrees that the Lucid staff wants to deliver a great luxury car experience. My impression from hanging out here this year is that Lucid seems to be in disarray behind the scenes, and has trouble following through with consistency.

I had recently taken myself off the list for Gravity based upon the lease return issues. At this rate I will not be able to look at any lucid product until it has a few years of CONSISTENTLY RELIABLE history. I really love the idea of what they say the vehicle can do, the tech, speed, acceleration, etc. In the past I have had new model years but have never been exposed to anything like what I see here. Granted a lot more people find cause to vent then find cause to say what a great vehicle it is but this stuff is ridiculous. I am very disappointed. I really wanted the Gravity.

 

[socktucker]

Granted a lot more people find cause to vent then find cause to say what a great vehicle it is but this stuff is ridiculous.

Its usually a love hate thing. A Lucid on a good day is a stunning car. A Lucid on a bad day is a rattle trap of half baked tech, if it even unlocks and starts at all lol