I want to raise awareness, and perhaps save someone else our experience.
TLDR: we had a catastrophic car failure (2024 Air Pure), and now feel unsafe with the car. The company is as unfriendly as you can imagine. They claim they can’t communicate through email or text. The people we can reach by phone can’t help us, and promised call-backs from supervisors never come. They are stonewalling, giving us no way to end our lease, even by paying off the full amount and paying a penalty to escape. We got the BBB involved, but Lucid is stonewalling them as well.
AVOID THIS COMPANY, AVOID THIS CAR.
We leased a 2024 Air (Pure) last year. A bunch of glitches and small frustrations that others have written about, but fun to drive.
We were notified late last year about a recall that affected our car. When we booked the service, we asked if it was something we needed to worry about - could we still drive the car. They said no, it was fine to drive.
In early February, a few days before our scheduled service appointment, my wife was driving across the George Washington Bridge, and the car lost braking ability, ability to steer, and then the car “bricked” or shut down completely. While she fortunately was going at a low enough speed that there was no collision, she waited trapped in the car for 30 minutes with traffic roaring around her until the Port Authority Police towed the car off the bridge. They left her with the car on the side of Riverside Drive in upper Manhattan (picture below) near the GWB.
Lucid customer care told her to wait with the car while they tried to locate a tow service. They had difficulty because it was Sunday and the car, having no neutral, needed a special tow truck. After an hour and a half, with her phone nearly dead, my wife left the car to return home. It ended up taking them 8 hours to get it towed.
A few days later, the service station told us it was the issue that triggered the recall, and that we shouldn’t have been told the car was safe to drive.
The entire experience was rough on my wife. She has been going to EMDR sessions to treat post-traumatic stress, is having trouble driving, and is (I think understandably) is no longer willing to drive this car. We don’t feel safe with the car’s technology, or with the company, so we wanted to end the lease early and return the car to Lucid.
I notified Lucid the same evening about what happened, and that I wanted to terminate the lease. After over a dozen conversations with their customer support, we still haven’t been given any way to end it. I was told verbally I would owe the entire balance of the remaining lease payments plus an early termination penalty. I have been repeatedly promised a callback from a supervisor to discuss the issue, and repeatedly received no call. Meanwhile, there seems to be no actual way to terminate the lease. They claim to have sent a lease termination quote via physical mail, but I haven’t received it. They said they would resend it but I haven’t received that either. They claim they are unable to send texts or emails (though everything was done via electronic communications when leasing the car). Meanwhile, while the company stonewalls, I am making lease payments and paying to park the car, which is going unused.
This could have easily led to my wife's death, and the company is a nightmare to deal with. This car and this company are not ready for prime time.
TLDR: we had a catastrophic car failure (2024 Air Pure), and now feel unsafe with the car. The company is as unfriendly as you can imagine. They claim they can’t communicate through email or text. The people we can reach by phone can’t help us, and promised call-backs from supervisors never come. They are stonewalling, giving us no way to end our lease, even by paying off the full amount and paying a penalty to escape. We got the BBB involved, but Lucid is stonewalling them as well.
AVOID THIS COMPANY, AVOID THIS CAR.
We leased a 2024 Air (Pure) last year. A bunch of glitches and small frustrations that others have written about, but fun to drive.
We were notified late last year about a recall that affected our car. When we booked the service, we asked if it was something we needed to worry about - could we still drive the car. They said no, it was fine to drive.
In early February, a few days before our scheduled service appointment, my wife was driving across the George Washington Bridge, and the car lost braking ability, ability to steer, and then the car “bricked” or shut down completely. While she fortunately was going at a low enough speed that there was no collision, she waited trapped in the car for 30 minutes with traffic roaring around her until the Port Authority Police towed the car off the bridge. They left her with the car on the side of Riverside Drive in upper Manhattan (picture below) near the GWB.
Lucid customer care told her to wait with the car while they tried to locate a tow service. They had difficulty because it was Sunday and the car, having no neutral, needed a special tow truck. After an hour and a half, with her phone nearly dead, my wife left the car to return home. It ended up taking them 8 hours to get it towed.
A few days later, the service station told us it was the issue that triggered the recall, and that we shouldn’t have been told the car was safe to drive.
The entire experience was rough on my wife. She has been going to EMDR sessions to treat post-traumatic stress, is having trouble driving, and is (I think understandably) is no longer willing to drive this car. We don’t feel safe with the car’s technology, or with the company, so we wanted to end the lease early and return the car to Lucid.
I notified Lucid the same evening about what happened, and that I wanted to terminate the lease. After over a dozen conversations with their customer support, we still haven’t been given any way to end it. I was told verbally I would owe the entire balance of the remaining lease payments plus an early termination penalty. I have been repeatedly promised a callback from a supervisor to discuss the issue, and repeatedly received no call. Meanwhile, there seems to be no actual way to terminate the lease. They claim to have sent a lease termination quote via physical mail, but I haven’t received it. They said they would resend it but I haven’t received that either. They claim they are unable to send texts or emails (though everything was done via electronic communications when leasing the car). Meanwhile, while the company stonewalls, I am making lease payments and paying to park the car, which is going unused.
This could have easily led to my wife's death, and the company is a nightmare to deal with. This car and this company are not ready for prime time.
