Lake Norman INFINITI — Local services in Cornelius

10/17/2024 (Update): Never a bad experience when Trey Brown is involved with my vehicle services. He ensures that I receive the type of quality service and treatment that not only on par with the Infiniti brand but also on par with the high standards he’s set for himself! It’s always a pleasure working with Trey. He ensured my vehicle was clean and all work done properly upon pick up of my vehicle. My loaner was clean and had a full tank of gas. Thanks Trey for always looking out for your customers.

My favorite service advisor, Trey, is back!!! He and Alexis went above and beyond. Always the gentleman, Trey opens doors for his clients and ensures that repairs are made in a timely manner and to the customer’s satisfaction. I didn’t even realize that the battery inside my key fob was dying, and Alexis took the initiative to have it changed before handing them over to me. This is the type of customer service I expect from a luxury car dealer like Lake Norman Infiniti. Thank you, Trey and Alexis!!!

2/20/2024 (update): I was really happy with the service I received at Lake Norman. Tyler and team were able to quickly identify and fix the issue with my vehicle. In addition, had a loaner car ready and waiting for me when I initially dropped off my car. It was cold outside so they turned the heat on and let the car warm up while Tyler and I handled the admin stuff. When I picked up my car, it was super clean! They did a great job vacuuming and washing it (even though I didn’t ask them to). For me it’s the little things like turning on the heat in the loaner on a cold day, smiling, being polite and showing concern for their customers concerns and cleaning my car as a courtesy that makes me enjoy Lake Norman.

12/2023: I’ve been coming to Lake Norman Infiniti for over 4 years to get my car serviced and I’ve always had a pretty good experience. So this year, I decided to purchase my new vehicle from them. I worked with Terence Burke. He was awesome! He was there from the pre-order to the time that I picked up my vehicle. Terence kept me in the loop with updates for when my vehicle would be delivered and notified me the moment the car arrived. He was very pleasant and courteous. He took me out on a test drive where he showed me the full features of my new car, asked me if I had any questions, and filled my tank. I didn’t feel rushed at all during our interactions. He was very patient and made sure that I understood everything. He even followed up with me some days after my purchase to make sure that I was still enjoying my new car and to see if there were any questions that I may have after taking ownership of the car. I’ve never had a sales consultant do that before (and I’ve leased/purchased several times before from different dealerships). I’ve had my car for almost a month now and if something comes up I can always get in touch with Terence and he takes care of it. I just recently had a birthday and both the dealer and Terence reached out to wish me a happy birthday. True sign of great customer service! I would definitely purchase my next Infiniti from Terence and I highly recommend him. He really takes care of his customers. Oh, also the financing process was relatively pain free. It didn’t take hours and hours to complete. After which, the finance manager introduced himself to me to further ensure that I had a pleasurable experience and that I was happy with my purchase. I have to say, everyone that I encountered at Lake Norman Infiniti has been great! They seem to pride themselves on providing great customer service. Thank you Terence for...

Follow up from 2 weeks ago. The owner, Bill Elliot called to discuss my complaint. I explained that I was told over the phone prior to driving there that the interest rate was 1.9% and when I got there was told it would not be over 2.9%. When I met with finance, they never explained the contract, just had me sign and ultimately it was 6.9%. The owner stated he was sure I had bought several cars in the past and should have known to ask again. So basically, “tough luck”. He had no concerns and offered no solution about how I was treated or having a dissatisfied customer. I would never recommend this place to anyone. It is all about the numbers and money and zero care for the customer. **Infiniti will not respond to complaints either so you might want to think twice prior to purchasing.

*I went to Lake Norman Infiniti dealership on April 27, 2024 because I found two cars online that I liked. Infinity was running promotion at 1.9% interest rate. I had talked to the salesman over the phone prior to visiting. He told me to come up Saturday to discuss and I did. The sales manager/general manager and I were going over the two vehicles that I liked. I asked him what the rate was and he stated around 2.9%. At that point I knew it was 1.9%-2.9% so I did not question it from there. I test drove the car and we came to an agreeable deal. At that point they told me to wait in the waiting room for the finance representative (Jared) to be available. I waited over an hour. I was getting irritated and needing to get home when Jared finally called me back to his office. He never explained the paperwork and just pointed and told me to sign here. He did cover the extended warranty and the paint protection/interior protection. Jared never went over the financial contract in detail with me. I was never asked how long I wanted to finance nor did he show or tell me what the final rate was. I was still under the assumption that it was 1.9%-2.9%. As I was getting ready to leave, I asked what the rate was and he that’s when he stated 6.9%! He never told me prior to signing. I was so upset and running late, I just walked out. Then over the weekend after I had time to process, I got very upset. I called them back numerous times; I eventually reached a women named Angie. She had the financial representative (Jared) call me back. He stated he went over the contract in detail which he did not nor did he tell me the rate or terms. During the conversation he did make a mention that they do have a 1.9% interest rate for 36 months (I believe it was longer than that from other dealerships). He never mentioned or offered me the 1.9%. I was getting no where with him. I closed the conversation. I called Angie back and asked her why she had him call because he was not going to tell the truth about the situation. I stated to her again that I still wanted to talk to the owner directly. Within thirty minutes another lady called named Amber called me asked what the issue was. She led me to believe that she was over the finance department. I went over all the details with her as stated above and she stated that Infinity has a program where their finance department is supposed to check your zip code (29615) and if the rates are lower for the area you reside in, they will honor that rate. She also stated that she had been there over 10 years and knew the owner personally and would have him call me back. It is now June 7 and I have not heard anything. I have three case numbers from the Infiniti manufacturer and have not heard back from...

Great experience! I unexpectedly found myself in the market for a new (to me) ride after an encounter with 'bambi' that totaled my 2010 Infiniti EX35 :( I searched online for several days for used cars in my area and came across Lake Norman Infiniti's website with a posting for a 2007 Limited Toyota 4Runner - price was right, mileage was good. I found the posting on a Sunday, so couldn't find out any additional info until the next day... first thing Monday morning, I decided to drive up to Lake Norman, arriving right when they opened. I was immediately greeted with a big smile by Jared (Rudy) asking how he could help - I mentioned the 4Runner posted online... lucky for me it was still available! Within 5 minutes, Jared had pulled the 4Runner around for me to see/drive. They had just gotten it in a few days prior and were still working to fix it up a bit, still needed a detailed cleaning, etc. Jared was super friendly and answered all of my questions - never pushy or 'salesy'. I knew within minutes the 4Runner was meant to be mine! Jared walked me through the sales/deal process, and 45 minutes later the 4Runner was mine! I didn't drive it off the lot that day as it still needed detailing but Jared assured me they were on it and I could pick it up in a few days. Jared communicated on the status progress over the next day or so - he sent photos of the interior once it was cleaned + he was always super responsive and quick to respond to my questions. As Jared promised, my 4Runner was ready to pick up mid-week! All was great.... but then on Friday of the same week, the whole dashboard lit up with various signals indicating issue with the EVAP canister! I called Jared right away to explain, hoping they could help - he assured me they wouldn't 'leave me hanging' and connected me with the service team immediately... I took my 4Runner back to Infiniti on Monday morning and worked with Tyler on the Service Team. Tyler was fantastic as well - super friendly and customer service focused. They corrected the issue within a day and 4Runner was good to go again... Fast forward a couple of weeks, same lights popped up again :( I called Tyler (Service) directly this time - he was apologetic and without hesitation told me they would look at it again/fix the issue - I took it back in the next day and the issue was fixed (it was just a loose hose that caused the lights to come on again). It's now been 2 months since the day I bought my 4Runner - it was a lot of back and forth - driving 30 miles one way, multiple times between the purchase + service repairs, but at the end of the day the mileage/drive-time is minor to me because of the great customer service and care I received from the Lake Norman Infiniti team, specifically Jared in Sales and Tyler in Service. There are always risks when buying a used car and I couldn't be happier with how Lake Norman Infiniti handled the minor issues that popped up to ensure the car was safe + I was happy. It drives like new. I highly recommend Lake Norman Infiniti...you have a lifelong customer in me! ...