I am writing the thread to let owners know just what I been through been me since I have owned my 2022 Lucid Air Grand Touring. My Lucid Air Grand Touring was delivered to me on October 25, 2022 so I am probably one of the earlier production models. As a lucid and owner dealing with the new company has been challenging to say the least. It started from the delivery of the vehicle. When they unveiled the car to me it had scratches in the paint, the glass roof was not aligned, the frunk and truck did not close properly and the charging port did not function and was misaligned, and that was just a few things that was wrong from the delivery of the vehicle.Things that should have enjoyable for me were snatched away that day. If it was not for the outstanding service that Richard Hudack provided. I probably would not be a Lucid customer. His knowledge and expertise when it comes to customer service, customer interaction and de-escalation of difficult situations related to customer relations. Mr. Hudack was invaluable member to the lucid company and whatever they are paying him it’s clearly not enough. I hope to interact with him again, that guy was really one of the bright spots in the company. Now as far as my car to date. It has even gotten even worse. My car is constantly in for service to date they have worked on 22 items related to this car. My last couple of times it’s been to service has been related to some safety issue, lidar, radar and front collision warning lights to name a few. To top this all off they just replaced the complete battery pack on my car January 21, 2025.
Not less than 30 days removed from my last visit to the lucid service center my car is there again for another safety fault. This time it’s my right turn signal fault and the front collision warning light. Which I told them about the last time it was service back in January. I called them on Tuesday February 25, 2025 in the morning to discuss coming to the car this is when I was transferred to Paul Steckel a service provider at the Tyson Corner VA location. He assures me that he would take care of the situation. I waiting almost 3 days I had to call Paul and tell him it’s been days and I have not heard back from you; he told me that to call. I informed him that I had to call the 800 number an schedule a tow in order for you to get my car which was alarming to me. So, after securing a tow for the car and waiting 2hr the tow company calls me and says they need another 2hr to pick up the vehicle. At this point I could drive the car faster to them, so this is what I did. At this point I am mad that I had to drive 60 miles to get my car looked at and on top of that, I did not get the proper service from Paul so I told him that I need to deal with your manager. So, in comes Alfred Macatuno which took almost three days for him to contact my after I told Paul please escalate this up the chain. Alfred to be totally honest was even worse than Paul. His lack of customer service, failure to take ownership and lack of initiative made my experience the worst and I asked for Alfred to get his boss involved in comes Shaw Lee. It took me almost 5 days for this to escalate him after talking to Shaw I realize this is a systemic problem with lucid and its service department and their lack of knowledge and experienced with dealing with customers. This car price point is at a level where the customer service should be top notch. Shaun Lee spent his time not addressing the issues of the car, or what could be done. Overall Shaw Lee leadership qualities reflect in his employee’s and the service team at Tyson Corner.
The straw the broke the camel’s back was yesterday Wednesday 4, 2025 I get a phone call from Alfred who I feel like is the only person other than Shawn I should be talking to at this point and telling me that my car is ready, mind you they said my car was ready Monday 3, 2025. It was not until I told them to make sure they address the other issues like I have a grove in a brake rotor and I don’t apply the brakes with this car; as well as the carpet mat holder keeps detaching from the floor of the car to be address, so they kept it an extra day. When day comes for me to pick up the car I had to drive 60 miles from home in rush hour traffic to get the car. Even though I have a loner from them that they could have easily put someone in my car and drove to me to give me my car and they take theirs. That would have been the correct thing to do, that is what Audi, Mercedes or BMW would have done. They also would have not trotted out their subordinate to give me my car back. Alfred should have been then person to give me the car that leadership. You lead from the front not the rear. My overall experience was complete and utter failure and that’s me being nice. Lucid gets and F- in this right and I have had enough. I have been patient with the company. I have had to many failure with this car and I can no longer sit silent. I after I get the car home last night at 10:30pm. I get up this morning and the car right turning signal light and front collision warning light starts flashing in my face to add insult to injury. I feel the car is unsafe the company does not care about its base at all.
There is not a day that goes by that someone does not stop me and ask about the car and how do I feel about it . I was you biggest support and advocate for this car. I don’t want to really tell people that the car and the company has failed me. I don’t want to tell them how I been treated or what my experience have been since I have been an owner. I was a believer in Lucid and what they were trying to do and the possibilities. I often turn a blind eye to mishaps and blunders that happen all too often. I stood by Lucid even when it clearly didn’t stand by me. I could bash the company but I won’t do that. I can’t even take my car to service center based on escalations and nothing really happen.
Not less than 30 days removed from my last visit to the lucid service center my car is there again for another safety fault. This time it’s my right turn signal fault and the front collision warning light. Which I told them about the last time it was service back in January. I called them on Tuesday February 25, 2025 in the morning to discuss coming to the car this is when I was transferred to Paul Steckel a service provider at the Tyson Corner VA location. He assures me that he would take care of the situation. I waiting almost 3 days I had to call Paul and tell him it’s been days and I have not heard back from you; he told me that to call. I informed him that I had to call the 800 number an schedule a tow in order for you to get my car which was alarming to me. So, after securing a tow for the car and waiting 2hr the tow company calls me and says they need another 2hr to pick up the vehicle. At this point I could drive the car faster to them, so this is what I did. At this point I am mad that I had to drive 60 miles to get my car looked at and on top of that, I did not get the proper service from Paul so I told him that I need to deal with your manager. So, in comes Alfred Macatuno which took almost three days for him to contact my after I told Paul please escalate this up the chain. Alfred to be totally honest was even worse than Paul. His lack of customer service, failure to take ownership and lack of initiative made my experience the worst and I asked for Alfred to get his boss involved in comes Shaw Lee. It took me almost 5 days for this to escalate him after talking to Shaw I realize this is a systemic problem with lucid and its service department and their lack of knowledge and experienced with dealing with customers. This car price point is at a level where the customer service should be top notch. Shaun Lee spent his time not addressing the issues of the car, or what could be done. Overall Shaw Lee leadership qualities reflect in his employee’s and the service team at Tyson Corner.
The straw the broke the camel’s back was yesterday Wednesday 4, 2025 I get a phone call from Alfred who I feel like is the only person other than Shawn I should be talking to at this point and telling me that my car is ready, mind you they said my car was ready Monday 3, 2025. It was not until I told them to make sure they address the other issues like I have a grove in a brake rotor and I don’t apply the brakes with this car; as well as the carpet mat holder keeps detaching from the floor of the car to be address, so they kept it an extra day. When day comes for me to pick up the car I had to drive 60 miles from home in rush hour traffic to get the car. Even though I have a loner from them that they could have easily put someone in my car and drove to me to give me my car and they take theirs. That would have been the correct thing to do, that is what Audi, Mercedes or BMW would have done. They also would have not trotted out their subordinate to give me my car back. Alfred should have been then person to give me the car that leadership. You lead from the front not the rear. My overall experience was complete and utter failure and that’s me being nice. Lucid gets and F- in this right and I have had enough. I have been patient with the company. I have had to many failure with this car and I can no longer sit silent. I after I get the car home last night at 10:30pm. I get up this morning and the car right turning signal light and front collision warning light starts flashing in my face to add insult to injury. I feel the car is unsafe the company does not care about its base at all.
There is not a day that goes by that someone does not stop me and ask about the car and how do I feel about it . I was you biggest support and advocate for this car. I don’t want to really tell people that the car and the company has failed me. I don’t want to tell them how I been treated or what my experience have been since I have been an owner. I was a believer in Lucid and what they were trying to do and the possibilities. I often turn a blind eye to mishaps and blunders that happen all too often. I stood by Lucid even when it clearly didn’t stand by me. I could bash the company but I won’t do that. I can’t even take my car to service center based on escalations and nothing really happen.
