Millbrae, CA Service dept doesn't answer their phone AND there is no way to leave a message

Wilber

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2024 BMW iX 2025 Air pur
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I took delivery of a 2025 Air Pure in Millbrae on Friday. Saturday morning i discovered some small paint imperfections near the left tail light. Monday morning i phoned 650-781-7357 and a computer voice answers and tells me to select 2 for service. I did that. Then the phone just rang for at least a dozen rings. No one answered, and no message system answered. So, i gave up for that day. Phoned back today, Wednesday, and the same thing happened. I could not find an email for contacting them. I did try sending a text, but that bounced. Very frustrating. NOT the kind of experience I that i have had at my local BMW dealer. Is it too much to expect Lucid to answer their phones? OR, am i missing some easy way to communicate with them?
 
This happened to me a few weeks ago as well. I had a scheduled appointment for a technician to come out to my house to address a frunk issue with my car. (I live a few hours away from the nearest service center and they were the service center that was supposed to send someone out) Towards the end of the window of time that they were supposed to come, I decided to give the service center a call to see if someone was actually coming out.

I called multiple times, no one answered and it would just revert back to the main line which had the automated choices to choose from. I called the main line for Lucid and even the lady on the line with me couldn't get ahold of anyone on her end.

I finally got ahold of someone a few hours later. From what I gathered it's a very busy service center. So I would just try to call a few hours later but I agree there needs to be some place to leave a message.
 
Millbrae is slammed right now, but, if you call and select the sales line, and ask *VERY NICELY* they might go to the back and find a service manager or take a message and put a note on their desk to call you back, etc.
 
This happened to me a few weeks ago as well. I had a scheduled appointment for a technician to come out to my house to address a frunk issue with my car. (I live a few hours away from the nearest service center and they were the service center that was supposed to send someone out) Towards the end of the window of time that they were supposed to come, I decided to give the service center a call to see if someone was actually coming out.

I called multiple times, no one answered and it would just revert back to the main line which had the automated choices to choose from. I called the main line for Lucid and even the lady on the line with me couldn't get ahold of anyone on her end.

I finally got ahold of someone a few hours later. From what I gathered it's a very busy service center. So I would just try to call a few hours later but I agree there needs to be some place to leave a message.
Thanks for your reply. Sorry to hear you had a similar problem. Gee, i hope the technician did show up that day and fix your frunk! The paint defects on my car arent a big deal since they are only obvious from a certain angle. Might decide to just live with it.
 
Millbrae is slammed right now, but, if you call and select the sales line, and ask *VERY NICELY* they might go to the back and find a service manager or take a message and put a note on their desk to call you back, etc.
I just made an appt for next week for Annual Service with the app. and in the notes explained what i really need.
 
Millbrae is slammed right now, but, if you call and select the sales line, and ask *VERY NICELY* they might go to the back and find a service manager or take a message and put a note on their desk to call you back, etc.
Can you imagine that process as a bespoke customer service model? Holy cow that is really lowering your expectations significantly. I guess customers get what they allow.
 
I called Millbrae Service center today and they picked up immediately between 10:30am and 4pm. Fantastic service.
 
Thanks for your reply. Sorry to hear you had a similar problem. Gee, i hope the technician did show up that day and fix your frunk! The paint defects on my car arent a big deal since they are only obvious from a certain angle. Might decide to just live with it.
Nope, no one showed up haha. But when I was talking to the Millbrae service center it seemed like it was a miscommunication between them and Rocklin and someone was supposed to tell me my issue wouldn't be a simple mobile appt, yet no one followed up with me to cancel.

I did file the initial issue through the app as someone else has mentioned so you may have better luck through there getting someone to contact you, or maybe try again tmw!
 
I just made an appt for next week for Annual Service with the app. and in the notes explained what i really need
*Just saw that it was you who made the mobile request, guess I need to go to sleep!
 
Can you imagine that process as a bespoke customer service model? Holy cow that is really lowering your expectations significantly. I guess customers get what they allow.
I haven’t had this problem. They have usually picked up my phone calls, except once. My suggestion was a workaround, not an indication that I thought that was how good service should work.

But things happen, and centers get busy occasionally.
 
I just made an appt for next week for Annual Service with the app. and in the notes explained what i really need.
I am happy to report that less than an hour after submitting my Annual Service request I got a phone call from a Lucid person and we discussed my situation. Resolution is still pending, but at least I spoke to a human!
 
I emailed my service advisor in Rocklin a couple times several days apart to verify that my scheduled annual service date at Millbrae was still good, and to ask if a loaner vehicle would be available. Got no response at all.

I brought my car in anyway. The service went well.
 
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I emailed my service advisor in Rocklin a couple times several days apart to verify that my scheduled annual service date at Millbrae was still good, and to ask if a loaner vehicle would be available. Got no response at all.

I brought my car in anyway. The service went well.
Sorry to hear emailing didnt work, but glad your service went well anyway. I think i am learning that the best way to communicate is thru the app.
 
Seems like this is still the pattern - I called last week and was able to get ahold of someone - supposedly they set me up for a service appointment but I have received no further confirmation either through email or text.

This morning I've been calling Millbrae every 10-15 minutes to report more issues with the car all morning and no one's picking up.
 
Seems like this is still the pattern - I called last week and was able to get ahold of someone - supposedly they set me up for a service appointment but I have received no further confirmation either through email or text.

This morning I've been calling Millbrae every 10-15 minutes to report more issues with the car all morning and no one's picking up.
Did you look in your app? If there’s a service appointment scheduled it will show in there.
 
Nothing in the app. Assuming it's under Service somewhere.
Yes under service, if the appointment was scheduled it would look like this:
IMG_4801.webp
 
Millbrae is the absolute worst! I wonder what their NPS score is. Must be the worst across all car companies. Completely regret getting a Lucid.
 
Unfortunately my experience with the Millbrae service center has been abismal to say the least and I very much regret getting a Lucid Air at this point.

Bought a 2025 Lucid Air Touring with delivery on Dec 20 2024. Upon delivery a trunk misalignment was noted and the sale rep submitted a service request. Never heard back, as if it never went into the system even though I did receive an electronic copy of the request submission.

Within 3 days of driving the car I had few more issues that required service. I haven't been able to speak to anyone in person from the Millbrae service, nobody ever picks up the phone and I have tried calling them at least 2-3 times a week for the past month. Upon emaling customer service (not the service center) and texting with a supervisor I eventually got some responses, mostly apologetic about the delays and promising a resolution within the next 24h. Unfortunately this has now been the same story for over a month. I keep rotating between calling/texting/emailing them daily and pretty much there is no response or resolution. The mobile tech that was supposed to show up in 2 distinct appointments never did.

Meanwhile I also got a sidewall bubble on one of my front tires (19 inches Pirelli, within the first month and with less than 1000 miles mind you!) and wasted another week with the service supervisor promising to help, that I needed special tires from Lucid and they would send out a tow truck because it was not safe to drive the car. Nothing. I am going to get the tire fixed by a local shop tomorrow.

This is a car that I got as a daily driver. The car is OK (finish and performance great, software just meh) for its price tag. I was convinced into buying by a relative that spoke very highly of his 3 year old Air and the service he received. But service for me has been absolutely substandard for any car manufacturer in the last 2-3 decades. For reference, I own 2 other cars (one being a Tesla MS) and within the last 3 weeks I have been able to schedule and get service on both of them while my brand new and expensive toy was sitting in the garage.

This is awful and I am looking for ways to get rid of the car. I hope admins and Lucid employees monitor these forums, because their reputation is going down the drain.
 
To follow up with my earlier post, I ended up sending another request through the app because I never heard anything from Millbrae for months. I got a call from Rocklin service center the next day and someone came out and took my car later in the week and left a valet car for me. The car was returned in 4 days. They said Millbrae too busy so Rocklin was taking some of the overflow requests. I do live closer to Millbrae (about 175 miles) but I did pick up my car from Rocklin.
 
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