My name is Sorin and I was purchased (after two and a half waiting) my dream car a Lucid Air Grand Touring (VIN XXXXXXXXXX) from Lucid Motors and the delivery day was October 10, 2022. I flew to Millbrae CA (San Francisco Area), to pick the car. After creating the account and setting the car up we waited few hours for the technician to checked out and charging the car which didn’t happened does to “a fast charger uncooperative”, the plan was to drive the brand-new car back home to Salt Lake City, UT. (750 miles away).
After 50 miles the car slowed down to 5 miles pe hours, showing the “DRIVE SYSTEM FAULT Pull Over and Contact Customer Care”. I pulled off the side of the road and I contacted the Lucid Customer Care right the way. After a “everybody out from the car!” command and a "Reset" tried by the customer care rep I was told that I can go back and continued my journey, but as soon as I put the car in Drive the same error message popped out and the car runs at a 5 mph. After few other calls to Customer Care and Road Assistance, they decided to send a tow truck to transport the car back to the dealership. To do that, took them three tries to get a tow truck and around nine more tries to get an Uber for us (my and three other members of my family) to be transported to the nearest airport, the Uber(s) never shows. I was stranded with my family in the middle of nowhere 50 miles from San Francisco for many hours until the 3rd tow truck arrived, and I took the decision to order a Lift myself witch that one (miraculously) shows up and took us the airport to come back home.
Starting that day, I tried to contact the Customer Care numerous times and I have a lot of talks with them, but nothing happened.
I had no updates about the status of my car. In the app the car shows at the Millbrae location. After 10 days I was able to talk with Service Manager David Haley (a very nice guy) and he say that my car was repaired and ready to be shipped to my location. At that time, I was taking the decision that I do not want that car anymore because the car was a “refurbish or a lemon”, not a brand-new car. So, my requests for Lucid Motors were to have the car replaced, to get time and travel expenses refunded and compensation for frustration and sleepless nights for time that I was with no car.
The Service Manager escalates the issues and requests to upper management. For few weeks I had many talks with him, and he assured me that everything will be resolved. After six to seven weeks, the Service Manager was unable to give me any more updates.
On Nov 22 he put me in touch with the District Manager James Maddux (another nice guy). I had few calls (almost every day) with him too. The District Manager assured me that I will have my case resolved very quick. After couple days or so the District Manager told me that I was approved for all my requests by the Senior Management. After few more days, I was Informed that Senior Management wants to re-revise my case and I will be informed/updated about the decision. District Manager assured me that he makes everything he can but, he was unable to give me many updates.
On the evening of Nov 25 and I was contacted by Susanne Hachigian the Motor Vehicle Report Administrator from Lucid saying that she the one who will solve my issue within days but, after the initial call never called me back. I had a lot of calls and frustration dealing with Lucid. It takes very long time to have any updates about my case and they fail to deliver their promises. I tried to solve all these issues amiable but looks like was no way to do it.
So, at this point I decided not to do any business with Lucid. I must mention that the bank didn’t stop my payments and the next one is in a week. At this point I would like to let every potential or not Lucid customer, to be very careful about buying cars from Lucid. Now I have only one option to seek help from you guys to spread the words about my "awesome" experience that it is not over.
After 50 miles the car slowed down to 5 miles pe hours, showing the “DRIVE SYSTEM FAULT Pull Over and Contact Customer Care”. I pulled off the side of the road and I contacted the Lucid Customer Care right the way. After a “everybody out from the car!” command and a "Reset" tried by the customer care rep I was told that I can go back and continued my journey, but as soon as I put the car in Drive the same error message popped out and the car runs at a 5 mph. After few other calls to Customer Care and Road Assistance, they decided to send a tow truck to transport the car back to the dealership. To do that, took them three tries to get a tow truck and around nine more tries to get an Uber for us (my and three other members of my family) to be transported to the nearest airport, the Uber(s) never shows. I was stranded with my family in the middle of nowhere 50 miles from San Francisco for many hours until the 3rd tow truck arrived, and I took the decision to order a Lift myself witch that one (miraculously) shows up and took us the airport to come back home.
Starting that day, I tried to contact the Customer Care numerous times and I have a lot of talks with them, but nothing happened.
I had no updates about the status of my car. In the app the car shows at the Millbrae location. After 10 days I was able to talk with Service Manager David Haley (a very nice guy) and he say that my car was repaired and ready to be shipped to my location. At that time, I was taking the decision that I do not want that car anymore because the car was a “refurbish or a lemon”, not a brand-new car. So, my requests for Lucid Motors were to have the car replaced, to get time and travel expenses refunded and compensation for frustration and sleepless nights for time that I was with no car.
The Service Manager escalates the issues and requests to upper management. For few weeks I had many talks with him, and he assured me that everything will be resolved. After six to seven weeks, the Service Manager was unable to give me any more updates.
On Nov 22 he put me in touch with the District Manager James Maddux (another nice guy). I had few calls (almost every day) with him too. The District Manager assured me that I will have my case resolved very quick. After couple days or so the District Manager told me that I was approved for all my requests by the Senior Management. After few more days, I was Informed that Senior Management wants to re-revise my case and I will be informed/updated about the decision. District Manager assured me that he makes everything he can but, he was unable to give me many updates.
On the evening of Nov 25 and I was contacted by Susanne Hachigian the Motor Vehicle Report Administrator from Lucid saying that she the one who will solve my issue within days but, after the initial call never called me back. I had a lot of calls and frustration dealing with Lucid. It takes very long time to have any updates about my case and they fail to deliver their promises. I tried to solve all these issues amiable but looks like was no way to do it.
So, at this point I decided not to do any business with Lucid. I must mention that the bank didn’t stop my payments and the next one is in a week. At this point I would like to let every potential or not Lucid customer, to be very careful about buying cars from Lucid. Now I have only one option to seek help from you guys to spread the words about my "awesome" experience that it is not over.
Last edited by a moderator: