Lucid Motors said earlier this week it was working with its finance partner, Bank of America, to review all recent lease-end charges, following complaints from US customers over unexpectedly high final bills.
On Friday, the US electric-vehicle maker contacted lease customers to announce revised policies that ease several lease-end damage charges.
In an email sent to lease customers,Lucid apologized for what it described as shortcomings in “transparency and fairness” during its inspection and billing process.
The California-based company said it is working with its finance partner, Bank of America, to review all recent lease-end charges “to ensure they are accurate, appropriate, and consistent with our published policies.”
The company also outlined several immediate changes to its billing practices.
Under the new guidelines, Lucid said underbody plate scratches and any scratches smaller than 3.5 inches on the vehicle’s body will no longer incur charges.
Fees for wheel scrapes shorter than 3.5 inches have been eliminated, while those between 3.5 inches and 12 inches are now capped at $200.
The company maker also said it will no longer charge for interior stains smaller than 3.5 inches.
Lucid‘s update comes days after EV reported on growing criticism from US lease customers who said they were billed thousands of dollars in unexpected fees after returning their Lucid vehicles.
One customer last week on social media that he was left “shocked and confused” after receiving a $4,484 final bill that included $2,400 in excess wear and tear fees, $1,688 in estimated property tax, a $450 termination charge, and $306 in sales tax.
A post on the Lucid Owners forum detailed a $1,230 fee for excess wear and tear and a $585 charge for a minor dent.
A separate customer said his invoice included $650 for a charging cable that a sales representative told him was his to keep under a promotional offer when leasing the vehicle.
Some customers have reported weeks-long delays between returning their cars and receiving inspection results, followed by high damage assessments.
In its email, Lucid said it is “working closely with our finance and inspection partners to improve clarity in inspection reports, final billing, and the overall return experience.”
Customers who believe a charge is inaccurate can request a review through Lucid Financial Services, the company reaffirmed.
Messages shared by sales staff on owners’ forums in recent weeks described the issue as “an ongoing problem” being addressed by management during meetings at Lucid’s Arizona headquarters.
Here’s the email sent to customers on Friday:
“At Lucid Motors, we strive to deliver an exceptional experience at every stage of ownership, including the conclusion of your lease.
We understand that some customers have encountered concerns or confusion during the lease-return process, and we want to acknowledge those experiences directly.
We sincerely apologize for any frustration or inconvenience you may have experienced.
Your feedback has made it clear that, in some cases, our communication, inspection, and billing processes did not meet the standards of transparency and fairness that we hold ourselves to.
Lucid is currently reviewing all recent lease-end charges to ensure they are accurate, appropriate, and consistent with our published policies.
We are also working closely with our finance and inspection partners to improve clarity in inspection reports, final billing, and the overall return experience.
In addition to these measures, please note that underbody plate scratches and any scratches smaller than 3.5 inches on the body of the vehicle are not subject to charges.
We have also eliminated charges for wheel scrapes that are less than 3.5 inches, and reduced charges for wheel scrapes between 3.5 inches and 12 inches to $200.
Additionally, there will be no charges for any interior stain that is less than 3.5 inches.
If you believe that a charge you received may be inaccurate or would like to request a review, please contact Lucid Financial Services at 1-833-423-0369.
Thank you for being part of the Lucid community and for giving us the opportunity to make this right. Your trust and satisfaction are of the utmost importance to us.
Sincerely, Lucid Motors”
