- Joined
- Dec 24, 2022
- Messages
- 37
- Reaction score
- 28
- Location
- Cincinnati, Ohio
- Cars
- Lucid Air Grand Touring
All, I'm interested in hearing from any Lucid customers who's cars were damaged during a service transport. No, this isn't some competitor phishing, or anything like that.
My Air GT was damaged on it's return trip from one of the service centers (the only time Lucid transported it on an open carrier instead of a closed one). It all stemmed from the driver keeping the keyfob in his truck so he could silence the alarm. He triggered the hood to open while on the freeway, turning the hood into a giant wind sail. Just short of shattering the windshield, the damage was extensive to the hood panel, the body, the front doors, and even the A pillars. The initial round (yes, "initial") of body work was around 20k, with another 8k in accessory work that needs to be replaced because of the body work.
To make matters even more clustery, Lucid hires a 3rd party, who then subcontracts it to another 3rd party. This happened at the end of April and Lucid's handling of the matter has been a nightmare to say the least. I only JUST got my car back yesterday, and there are significant problems with it still that I really can't drive it (I know - then why pick it up, right? More on that below).
Because this has been so mis-managed, the logistics around who pays for what, was deferred until about a month ago. And for that past month, Lucid (and the transport carrier's representation) have been trying to coerce me into signing the transport carrier's waiver, which is... legally questionable/sketchy at best... When I pointed out those issues, rather than representation properly addressing the matter, they tried to con me into believing that their insurance liability limit is an actual legal remedy limit (which, anyone with a brain knows that just isn't the case). I gave them 2-3 chances to address those aspects, and they chose to continue misrepresenting those facts. So, I had to escalate with Lucid. Well, that apparently angered the Lucid representation, who I've had repeated "measuring" contests with ever since.
At a complete standstill with the "Head of Customer Care", I was forced to escalate to a C-suite representative who seemed very nice at the time, claiming he'd forward the matter so that it was taken care of. "Taken care of" ended up not happening, and that only angered Mr "Head" (of Customer Care). His treatment has been atrocious, passive aggressive and ultimately pathetic for a supposed "luxury EV brand", and it is astounding that Lucid is complacent in such representation with their customers.
Mr "Head's" poor handling left me with no procedural alternative than to follow Lucid's own dispute notification process (via their Legal department's "disputes" intake workflow). Confusingly, Legal instead forwarded the matter right back to Mr "Head", who, now portraying as speaking on behalf of Legal (supported by Legal being CC'd and choosing not to intervene), summarily rejected to honor Lucid's own dispute process printed in all of our sales contracts. Amazing this one guy is gifted the authority to speak on behalf of Legal, but even more astounding is Legal's complacency to such absurd customer treatment (as they were CC'd in on every exchange at that point). Mr "Head's response: take the loaner away, attempting to extort that signature on the release. By taking the loaner away while the matter was still very much unresolved, I was left with no choice but to pay for the repairs to the damage while under Lucid's care, myself.
It's a good thing I didn't sign that ridiculous form though, because picking up my car yesterday, it is still seriously screwed up. There are multiple sensor warnings I've never seen before (but passed diagnostics), and enough of the body is so misaligned that it's nearly impossible to drive due to the wind/road noise. That's why I said "initial round" of body work - because It's true what they say: once it's been to the body shop, it's never the same after. So, Monday I'll be getting a handle on what all can and can't be fixed with the shop (It is a highly-respected Lucid-authorized shop, but it's 2.5 hours away). Because of the distance, and my car's lack of drivability for extended periods of time, there's now going to be even more transport and now (apparently) rental fees because Lucid, in an act of attempted coercion, took the loaner away, leaving me without any vehicle.
I'll be posting the email threads and various correspondence at some point, but right now, I've got to see what all is involved in next steps.
Unfortunately, Lucid allowed it's "representation" to mishandle/escalate this matter to such a degree, that there are only a couple doors left in terms of a path forward. And, it is now clear that this damage has made a permanent impact on my car.
So, yeah, I'm definitely interested in hearing from others who have had their Lucid damaged during this "remote service transport" model. By all means, DM me.
Thanks.
My Air GT was damaged on it's return trip from one of the service centers (the only time Lucid transported it on an open carrier instead of a closed one). It all stemmed from the driver keeping the keyfob in his truck so he could silence the alarm. He triggered the hood to open while on the freeway, turning the hood into a giant wind sail. Just short of shattering the windshield, the damage was extensive to the hood panel, the body, the front doors, and even the A pillars. The initial round (yes, "initial") of body work was around 20k, with another 8k in accessory work that needs to be replaced because of the body work.
To make matters even more clustery, Lucid hires a 3rd party, who then subcontracts it to another 3rd party. This happened at the end of April and Lucid's handling of the matter has been a nightmare to say the least. I only JUST got my car back yesterday, and there are significant problems with it still that I really can't drive it (I know - then why pick it up, right? More on that below).
Because this has been so mis-managed, the logistics around who pays for what, was deferred until about a month ago. And for that past month, Lucid (and the transport carrier's representation) have been trying to coerce me into signing the transport carrier's waiver, which is... legally questionable/sketchy at best... When I pointed out those issues, rather than representation properly addressing the matter, they tried to con me into believing that their insurance liability limit is an actual legal remedy limit (which, anyone with a brain knows that just isn't the case). I gave them 2-3 chances to address those aspects, and they chose to continue misrepresenting those facts. So, I had to escalate with Lucid. Well, that apparently angered the Lucid representation, who I've had repeated "measuring" contests with ever since.
At a complete standstill with the "Head of Customer Care", I was forced to escalate to a C-suite representative who seemed very nice at the time, claiming he'd forward the matter so that it was taken care of. "Taken care of" ended up not happening, and that only angered Mr "Head" (of Customer Care). His treatment has been atrocious, passive aggressive and ultimately pathetic for a supposed "luxury EV brand", and it is astounding that Lucid is complacent in such representation with their customers.
Mr "Head's" poor handling left me with no procedural alternative than to follow Lucid's own dispute notification process (via their Legal department's "disputes" intake workflow). Confusingly, Legal instead forwarded the matter right back to Mr "Head", who, now portraying as speaking on behalf of Legal (supported by Legal being CC'd and choosing not to intervene), summarily rejected to honor Lucid's own dispute process printed in all of our sales contracts. Amazing this one guy is gifted the authority to speak on behalf of Legal, but even more astounding is Legal's complacency to such absurd customer treatment (as they were CC'd in on every exchange at that point). Mr "Head's response: take the loaner away, attempting to extort that signature on the release. By taking the loaner away while the matter was still very much unresolved, I was left with no choice but to pay for the repairs to the damage while under Lucid's care, myself.
It's a good thing I didn't sign that ridiculous form though, because picking up my car yesterday, it is still seriously screwed up. There are multiple sensor warnings I've never seen before (but passed diagnostics), and enough of the body is so misaligned that it's nearly impossible to drive due to the wind/road noise. That's why I said "initial round" of body work - because It's true what they say: once it's been to the body shop, it's never the same after. So, Monday I'll be getting a handle on what all can and can't be fixed with the shop (It is a highly-respected Lucid-authorized shop, but it's 2.5 hours away). Because of the distance, and my car's lack of drivability for extended periods of time, there's now going to be even more transport and now (apparently) rental fees because Lucid, in an act of attempted coercion, took the loaner away, leaving me without any vehicle.
I'll be posting the email threads and various correspondence at some point, but right now, I've got to see what all is involved in next steps.
Unfortunately, Lucid allowed it's "representation" to mishandle/escalate this matter to such a degree, that there are only a couple doors left in terms of a path forward. And, it is now clear that this damage has made a permanent impact on my car.
So, yeah, I'm definitely interested in hearing from others who have had their Lucid damaged during this "remote service transport" model. By all means, DM me.
Thanks.
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