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Lucid Financial is damaging the Lucid Brand

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IntenseDriver

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I leased a Lucid Air for 18 months through the Bridge to Gravity program and later extended the term by an additional six months. I absolutely loved the car. It is hands down the best vehicle I’ve ever owned in terms of design, driving experience, and overall presence. Like many owners, I dealt with some software glitches, but those were expected when leasing a cutting-edge vehicle from a newer manufacturer and were acceptable to me.

What I was not prepared for—nor should anyone leasing a vehicle with a base cost of $75,000—was the extremely poor experience dealing with Lucid Financial Services (LFS).

I have leased many vehicles over the years and currently still do. I have never encountered a lease-end experience this negative. Brands like BMW and Mercedes-Benz USA deliver a premium, seamless process that aligns with the vehicles they sell. With Lucid Financial, the experience felt like buying a first-class ticket and being treated like you’re sitting in coach.

I had initially planned to lease a Gravity at the end of my term. I delayed due to software issues waiting for an update, but after this lease-end experience, Lucid has lost me as a customer.

It’s important to note that the sales and studio teams at Lucid are outstanding—professional, knowledgeable, and among the best I’ve dealt with in the automotive industry. Unfortunately, Lucid Financial Services does not reflect that same level of quality. Lucid should seriously reconsider its financial services partner if it wants to build a premium, lasting brand.

Without getting into every detail, I was incorrectly billed for a tax issue. I took the initiative to resolve it directly with the county, which reversed the charge. Despite providing documentation ( via fax) proving the reversal, LFS has refused to remove it from my account. Why via FAX? Well, LFS DOES NOT have an email address to submit or document concerns. They made me FAX documents to them. It brought me back to the early 2000s. A car with the cutting edge tech in the world is partnered with a financial service that does not have an email address?

I completed my lease end pre inspection, which brought up two valid issues. I addressed the only two issues noted. Less than a month later, the post-return inspection identified new issues—one of which did not exist and another that should be covered under warranty (a seat button malfunction). I am also being charged for tire wear on a single tire. I was actually 2,300 miles under my mileage allowance. BMW and MB do not nickel and dime customers at lease end because they understand the long term value of brand loyalty. Lucid Financial Services does not seem to share that philosophy, and it’s unfortunate because I truly loved the technology, the driving experience, and the car itself. I wanted to be a Lucid customer for life but this experience ended that.
 
Yeah, it sounds like you might be happier with another brand.
 
IntenseDriver said:
I leased a Lucid Air for 18 months through the Bridge to Gravity program and later extended the term by an additional six months. I absolutely loved the car. It is hands down the best vehicle I’ve ever owned in terms of design, driving experience, and overall presence. Like many owners, I dealt with some software glitches, but those were expected when leasing a cutting-edge vehicle from a newer manufacturer and were acceptable to me.

What I was not prepared for—nor should anyone leasing a vehicle with a base cost of $75,000—was the extremely poor experience dealing with Lucid Financial Services (LFS).

I have leased many vehicles over the years and currently still do. I have never encountered a lease-end experience this negative. Brands like BMW and Mercedes-Benz USA deliver a premium, seamless process that aligns with the vehicles they sell. With Lucid Financial, the experience felt like buying a first-class ticket and being treated like you’re sitting in coach.

I had initially planned to lease a Gravity at the end of my term. I delayed due to software issues waiting for an update, but after this lease-end experience, Lucid has lost me as a customer.

It’s important to note that the sales and studio teams at Lucid are outstanding—professional, knowledgeable, and among the best I’ve dealt with in the automotive industry. Unfortunately, Lucid Financial Services does not reflect that same level of quality. Lucid should seriously reconsider its financial services partner if it wants to build a premium, lasting brand.

Without getting into every detail, I was incorrectly billed for a tax issue. I took the initiative to resolve it directly with the county, which reversed the charge. Despite providing documentation ( via fax) proving the reversal, LFS has refused to remove it from my account. Why via FAX? Well, LFS DOES NOT have an email address to submit or document concerns. They made me FAX documents to them. It brought me back to the early 2000s. A car with the cutting edge tech in the world is partnered with a financial service that does not have an email address?

I completed my lease end pre inspection, which brought up two valid issues. I addressed the only two issues noted. Less than a month later, the post-return inspection identified new issues—one of which did not exist and another that should be covered under warranty (a seat button malfunction). I am also being charged for tire wear on a single tire. I was actually 2,300 miles under my mileage allowance. BMW and MB do not nickel and dime customers at lease end because they understand the long term value of brand loyalty. Lucid Financial Services does not seem to share that philosophy, and it’s unfortunate because I truly loved the technology, the driving experience, and the car itself. I wanted to be a Lucid customer for life but this experience ended that.
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There's nothing new in what you posted here. This issue has been discussed and resolved, at least we thought. There's a number to call if you feel like LFS has done you wrong. Please go check the Lease Return thread.
 
IntenseDriver said:
I leased a Lucid Air for 18 months through the Bridge to Gravity program and later extended the term by an additional six months. I absolutely loved the car. It is hands down the best vehicle I’ve ever owned in terms of design, driving experience, and overall presence. Like many owners, I dealt with some software glitches, but those were expected when leasing a cutting-edge vehicle from a newer manufacturer and were acceptable to me.

What I was not prepared for—nor should anyone leasing a vehicle with a base cost of $75,000—was the extremely poor experience dealing with Lucid Financial Services (LFS).

I have leased many vehicles over the years and currently still do. I have never encountered a lease-end experience this negative. Brands like BMW and Mercedes-Benz USA deliver a premium, seamless process that aligns with the vehicles they sell. With Lucid Financial, the experience felt like buying a first-class ticket and being treated like you’re sitting in coach.

I had initially planned to lease a Gravity at the end of my term. I delayed due to software issues waiting for an update, but after this lease-end experience, Lucid has lost me as a customer.

It’s important to note that the sales and studio teams at Lucid are outstanding—professional, knowledgeable, and among the best I’ve dealt with in the automotive industry. Unfortunately, Lucid Financial Services does not reflect that same level of quality. Lucid should seriously reconsider its financial services partner if it wants to build a premium, lasting brand.

Without getting into every detail, I was incorrectly billed for a tax issue. I took the initiative to resolve it directly with the county, which reversed the charge. Despite providing documentation ( via fax) proving the reversal, LFS has refused to remove it from my account. Why via FAX? Well, LFS DOES NOT have an email address to submit or document concerns. They made me FAX documents to them. It brought me back to the early 2000s. A car with the cutting edge tech in the world is partnered with a financial service that does not have an email address?

I completed my lease end pre inspection, which brought up two valid issues. I addressed the only two issues noted. Less than a month later, the post-return inspection identified new issues—one of which did not exist and another that should be covered under warranty (a seat button malfunction). I am also being charged for tire wear on a single tire. I was actually 2,300 miles under my mileage allowance. BMW and MB do not nickel and dime customers at lease end because they understand the long term value of brand loyalty. Lucid Financial Services does not seem to share that philosophy, and it’s unfortunate because I truly loved the technology, the driving experience, and the car itself. I wanted to be a Lucid customer for life but this experience ended that.
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Thanks for taking the time to share your experience. There was a post last year on Lucid addresses lease return, but it looks like Lucid has more work to do.

Have you escalated up the management chain? You’d be doing us all a favor, as it might lead to investigation and general awareness of a problem that might lead to change, either due to specific individuals or a systemic cultural/leadership/incentive problem within the LSF division.

My friends — some having leased Tesla’s over the last 10 years — are now considering Lucid, with me gushing about my Gravity. I don’t want them to have a bad experience if they choose to swap to Lucid, especially on my recommendation.
 
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L-Dude said:
Yeah, it sounds like you might be happier with another brand.
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You know, if this applies to more and more people, Lucid goes out of business. Kinda dumb on Lucid’s part when you think about it, since it has nothing to do with the car.
 
With regard to using the fax instead of email, virtually all financial communications that include PII (personally identifiable information, such as social, account numbers, etc) between the retail public and a financial institution are handled via secure email or fax. Secure email has to be setup in advance with the customer and rely on the customer to adequately secure their computer. Fax is a direct, end-to-end communication that is not public. It really, really is for your own security.

That being said, the online access was way too difficult to set up and required human involvement at their end. I haven't used the lease turn in process yet, but it sounds like Lucid needs to coordinate better with Bank of America to represent Lucid in a better light.

I hope Lucid is sorry to see you go - I, for one, am a very happy Gravity customer and hope experiences like yours don't prevent me from staying with the brand.
 
merveille07 said:
It seems like you're on a mission to drive everyone away from Lucid; No?
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No, from this post and others it sounds like he might be happier (or less unhappy) with another brand. If people are truly unhappy with the car or company, why try to convince them to stick it out? I mean no offense to anyone, just my honest opinion. I was unhappy with some significant parts of my Audi ownership, so I got rid of the Audi and got a Lucid. I am very happy I did--I don't miss Audi at all.

There was a guy in another thread whose Lucid stranded him three times. There's no way he could feel comfortable taking that car on a trip any more, so I suggested he move on from it. I certainly would have. There's nothing worse than being on a road trip and wondering if your car was going to break down at any moment.
 
L-Dude said:
There's nothing worse than being on a road trip and wondering if your car was going to break down at any moment.
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Your point stands, but there are definitely worse things. :)
 
L-Dude said:
Yeah, it sounds like you might be happier with another brand.
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Not really, I loved the LUCID brand, I wouldn't posting if I didn't. It's the financial department that is subpar. I would love to Lucid Gravity if I received the same service I did directly from the studio or with a reputable financial intuition like JP Morgan. LFS or BOA treat you like they are doing you a favor by allowing you to lease the vehicle.


tmichael said:
With regard to using the fax instead of email, virtually all financial communications that include PII (personally identifiable information, such as social, account numbers, etc) between the retail public and a financial institution are handled via secure email or fax. Secure email has to be setup in advance with the customer and rely on the customer to adequately secure their computer. Fax is a direct, end-to-end communication that is not public. It really, really is for your own security.

That being said, the online access was way too difficult to set up and required human involvement at their end. I haven't used the lease turn in process yet, but it sounds like Lucid needs to coordinate better with Bank of America to represent Lucid in a better light.

I hope Lucid is sorry to see you go - I, for one, am a very happy Gravity customer and hope experiences like yours don't prevent me from staying with the brand.
Click to expand...


They don't have any type of customer email system set up for us to email them about generic issues.
 
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