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Lucid failing to pay promised goodwill credit

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saabfan

Active Member

Verified Owner
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Dec 21, 2022
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Cars
Gravity GT
My SA, Joel L., first promised me a loyalty credit of $2000 for my Gravity which was delivered 10/31/25 (62 days ago). He then backtracked and said it would have to be a goodwill credit for which I’d have to pay taxes (requiring me to fill out a W-9 and remit to Lucid which I did 11/2/25).

After I sent an email to Joel 11/23/25 (23 days after delivery), I was told:
It nasally [sic] takes 15-30 days for it to get processed. I will investigate.
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No follow up.

I email Joel again 12/12/25. He responds:
I will inform my managers and request your goodwill payment again. They are the ones that create the goodwill cases.
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Since then I’ve heard nothing. I left a voicemail for “Bobby” at HQ 12/16/25 (he had called me 11/18/25 regarding a survey I filled out).

Zero response from Bobby.

Any suggestions on how to get this resolved?

Edited to add: I even emailed customer service about this issue. Also no response.
 
Good luck getting a call back from customer service - although I'm not holding my breath. I've had a Lucid Air for 19 months. It's had two drive system faults and one recall. In total the car has been inoperable for 54 days across the three service issues. Despite many attempts to speak to a manager or supervisor within customer care, I have yet to receive a call back. Really disappointing customer service experience for such an expensive car (not to mention the danger of driving a car that is susceptible to such significant issues).
 
I have been having a similar issue. The amount Lucid calculated for my initial registration fee was too high - I overpaid by $352. I took delivery on 9/20 and got my plates about a month later with the registration paperwork. On 10/26, I sent my SA the contract showing what I paid and the final paperwork showing how much was actually paid. The next day, my SA said he'd look into it. On 11/13, I got confirmation that I was due the refund and that I should receive the refund in about 2 weeks. I did not receive the refund within 2 weeks so I started sending follow up emails to my SA. I got another email from my SA on 12/22 asking if I still had not received the refund. Within a few minutes of receiving that email from the SA, I confirmed I still had not received the refund. As of today, still no refund.
 
saabfan said:
I’m sorry that you’re dealing with that. Small conciliation, but at least your SA is reaching out and checking in. My SA only contacted me when he had something to gain.
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Yeah, that sucks. It took CC'ing customer care to get the 12/22 response and nothing since the 12/22 email. I had sent 3 emails, once per week, asking for an updated refund status and had gotten zero response until I sent one CC'ing customer care. Not sure why it is so hard for Lucid to give the promised credits/refunds.
 
Update:

Yesterday I emailed my SA and copied Marc Winterhoff (interim CEO), Nick Twork (VP of communications), and customer care.

My SA called today (despite my message saying email is the preferred method of contact - my SA always ignored that request during the purchase process - he did what made the process easier for him, not me). He told me that “it’s out of [his] hands” but he’ll contact his “big manager” Bobby. I again expressed my frustration and requested that this “big manager” contact me today.

I don’t know if this is the same Bobby who never deigned to respond to my voicemail from over two weeks ago on 12/16/25.
 
Update: Bobby Espiritu (manager) never called me despite what Joel (SA) said on Saturday 1/3.

Tuesday 1/6 I emailed Joel for an update. He didn’t respond. Yesterday 1/7 I called Bobby again and it goes to voicemail with a message saying he has limited access to phone / voicemail (how convenient). So then I called Joel who acted surprised when I told him Bobby never called me.

He again responds that it’s out of his hands and how so much of the leadership team has been away for the holidays.

I insist that he copy me and Bobby on the same email which he did. We will see what transpires.

I can certainly say they would never allow a customer this much leeway in providing a promised payment.

The fact that Lucid is not keeping their financial agreements is really leaving a bitter taste in my mouth and I am sharing this negative experience with any folks who ask about my vehicle.
 
saabfan said:
Update:

Yesterday I emailed my SA and copied Marc Winterhoff (interim CEO), Nick Twork (VP of communications), and customer care.

My SA called today (despite my message saying email is the preferred method of contact - my SA always ignored that request during the purchase process - he did what made the process easier for him, not me). He told me that “it’s out of [his] hands” but he’ll contact his “big manager” Bobby. I again expressed my frustration and requested that this “big manager” contact me today.

I don’t know if this is the same Bobby who never deigned to respond to my voicemail from over two weeks ago on 12/16/25.
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Corporations who insist on telephone rather than texts or emails are usually trying to avoid leaving a paper trail. Not a good sign.
 
I would hope that Lucid would see this thread and address the concerns of the two folks who would appear to be owed funds.
 
saabfan said:
Yesterday I emailed my SA and copied Marc Winterhoff (interim CEO), Nick Twork (VP of communications), and customer care.
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Curious if you heard anything back. I've sent a polite and professional EMail to @Nick.Twork and another senior Lucid manager. And I've seen Nick on this forum on occasion. It was not an earthshaking issue - more of a professional suggestion. No response.

I am a former senior executive for a major corporation. I can't imagine even a delegated "TY for your comments" response if a customer reached out to me directly when 2 SA's did not know the answer to my question. I really do not want to deal like with another EV company who has so little regard for their customers or prospective customers.
 
saabfan said:
Update: Bobby Espiritu (manager) never called me despite what Joel (SA) said on Saturday 1/3.

Tuesday 1/6 I emailed Joel for an update. He didn’t respond. Yesterday 1/7 I called Bobby again and it goes to voicemail with a message saying he has limited access to phone / voicemail (how convenient). So then I called Joel who acted surprised when I told him Bobby never called me.

He again responds that it’s out of his hands and how so much of the leadership team has been away for the holidays.

I insist that he copy me and Bobby on the same email which he did. We will see what transpires.

I can certainly say they would never allow a customer this much leeway in providing a promised payment.

The fact that Lucid is not keeping their financial agreements is really leaving a bitter taste in my mouth and I am sharing this negative experience with any folks who ask about my vehicle.
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Holidays etc, give it a week or two. I’m sure you will get your money. Constant calling won’t speed things up if people are off during holidays or busy with other more pressing commitments .

I would wait a few weeks

I’m owed a refund for floor mats, I’m sure it takes 6-8 weeks for processing. I will contact them in 3 months. This is low priority for them which is understandable.
 
gaskiller said:
Holidays etc, give it a week or two. I’m sure you will get your money. Constant calling won’t speed things up if people are off during holidays or busy with other more pressing commitments .

I would wait a few weeks

I’m owed a refund for floor mats, I’m sure it takes 6-8 weeks for processing. I will contact them in 3 months. This is low priority for them which is understandable.
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I hear what you're saying, but I took delivery 10/31/25 and was told by my SA that it would be 15 - 30 days (we are at 69 days). My SA doesn't provide updates unless I reach out. He has told me repeatedly his manager will contact me and that doesn't happen. I only increased my contact with them once we hit the 60-day mark, which seems quite reasonable given that is twice the length of time my SA told me it would take. I allowed the process to transpire and followed instructions. They have not met their contractual agreement.
 
Nunya said:
Curious if you heard anything back. I've sent a polite and professional EMail to @Nick.Twork and another senior Lucid manager. And I've seen Nick on this forum on occasion. It was not an earthshaking issue - more of a professional suggestion. No response.

I am a former senior executive for a major corporation. I can't imagine even a delegated "TY for your comments" response if a customer reached out to me directly when 2 SA's did not know the answer to my question. I really do not want to deal like with another EV company who has so little regard for their customers or prospective customers.
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Nope. Nothing from Mr. Twork or the CEO.

1/7/26 my SA copied me on an email with Bobby Espiritu (at my insistence). My SA emailed Bobby 1/3/26 requesting that Bobby call me. I had heard nothing from Bobby by end of business 1/8/26 so I responded to the email to ask for an update. He did respond, but only to tell me he will "reach out to me [today]". I await his contact.
 
Bobby called me today (again, not respecting my request for email). He told me that he has to speak to HIS manager, Casey Shaughnessy (I do not know if I have the spelling correct on that), to figure out the status of the goodwill refund. Casey is out today. He will be in tomorrow and Bobby will speak with him. Bobby stated he would update me Monday (why he cannot update me tomorrow after speaking with Casey is unclear). I again asked for all communication to be over email.
 
Perhaps unsurprisingly, neither manager Bobby, nor his manager Casey updated me yesterday 1/12/26 on the status of my refund despite what Bobby promised last week. I feel like I’m running up against a wall when it comes to getting Lucid to honor their contractual agreement.
 
Shady how they avoid leaving an email trail...
 
I am owed a $500 frunk seat as a goodwill for the issues I had with delivery and many others to close the deal. I have yet to see the seat and after a many weeks of asking it has now been several months and crickets. The manager I worked with is now ignoring me and I have no idea why they cant just honor the written arrangement.

With regular car dealers you get a sheet of paper outlining what the dealers owes the customer even if it is nothing (state of MA). I received an email (I requested) a written confirmation upon agreeing to the final terms of the sale. That hasn't helped yet as they know they owe me but must think ignoring the request will just make me go away. Out of principle I will keep trying to get either a frunk seat or $500.
 
saabfan said:
Perhaps unsurprisingly, neither manager Bobby, nor his manager Casey updated me yesterday 1/12/26 on the status of my refund despite what Bobby promised last week. I feel like I’m running up against a wall when it comes to getting Lucid to honor their contractual agreement.
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Just seeing this thread. Here was my experience with goodwill check

I too took delivery on 10/31/25, and a $2k goodwill check was promised to me. In mid-December I followed up again, as I hadn't heard about it other than 30-45 days to get the check. The team at San Jose had not heard about it, probably because my SA was at Millbrae. However, the sales manager, Anthony, was amazing. He confirmed that a $2k check was promised to me, he went to the new manager at Millbrae but didn't hear back from him. He then went to the regional sales manager and apparently there was a key step in processing the check that had not been completed properly on their end. He fixed this through the regional sales manager, and i received my check before the end of the year as promised.

Also, I inquired about the W9 and taxes - I was assured that there would be no reporting of a goodwill check with a 1099 or any other form, it was just for their paperwork in terms of goodwill payments.

not sure how to resolve your issue, but regional sales manager seems to have the authority to resolve it.
 
@RajD - thank you!! I greatly appreciate your post. Very helpful.
 
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