Lake Norman INFINITI

by rhino49er on 08/04/2017

After buying 3 cars and having decent experiences with Lake Norman Infiniti I am so done with them. I got completely screwed in multiple ways. First, they contacted me wanting my car for their used inventory (and to sell a new one). I was hesitant because the car was only 2 years old but was assured they would put my wife in a new car for same price and same deal as before, prepaid maintenance, etc. rolled in. So I went in. After spending an hour plus working through the trade, etc., finding the car that matched my needs (and me paying to have it brought to the dealership) and getting all numbers worked out we were ready for finance. The deal was a promised, new car, same payment or lower, same term (60 months) with same maintenance plan included. Literally as we are walking to finance the sales manager comes running up saying they noted the car had been damaged according to Carfax and they would not be able to sell the car on their lot and it would have to go to auction, "we are not able to sell cars on our lot that do not have a spotless Carfax". So sensing trouble, I told them that's fine, deal is off and I'm going home. Sales Manager run in/out of the office several times throwing new numbers and I say "no, going home" but of course he doesn't want me to leave. He gets the numbers back to where they were but asks that I "share in hit" related to the bad Carfax and to keep everything else same but extend term from 60 mos. to 66 mos. I ultimately relent as I am trying to be a good customer and if they truly cannot sell the car and it has to go to auction then I can probably file diminished value claim with insurance. So we proceed with the assurance that everything is same as before (e.g. payment, maintenance plan coverage / length, etc.). After hours at the dealer, deal is done. I contact the insurance company to try and recover the diminished value. They search the vin and low and behold, Lake Norman sold the car from their used car inventory, the weekend they took the car in on trade for $10k (40+%) higher than the auction value they adjusted the deal to match. They never had any intention of it going to auction they just screwed me out of the original deal and ended up with me paying 6 months more in payments (so doubly screwed). I called and really gave it to my sales rep who told me the "new" sales manager who worked with me was demoted or no longer with the company -> more B.S. Told them I'd never do business with them again. I contacted the finance person and asked them why I did not receive an official Infiniti survey and she informed me that they had misspelled my e-mail address. She supposedly corrected it and resubmitted the info to Infiniti corporate so I would get the survey. That survey never came. Fast forward to today, one year later. I take my car to different dealer, Infiniti of Charlotte, for 20k mile service. They tell me that the car needs a new engine air filter and gives me a price. I said, "no I have prepaid maintenance up to 70k miles" and they confirm I do have a plan but....and here is where Lake Norman screwed me once again....Lake Norman Infiniti submitted a maintenance plan of "Infiniti Pre-owned Basic Plan 1" which covers only oil changes and tire rotations. One, I bought a brand new vehicle not a pre-owned and two, my previous plan which they were supposed to match covered everything that the car would need for 70k (except tires and brakes). They took my unused prepaid plan balance from my original car and applied it to the new plan (which I knew) but the new plan was much lower priced and so I basically paid for inferior coverage myself. That is not what I was promised and not what I was supposed to be getting but that's what they submitted to Infiniti so that's what I got. When I told Infiniti of Charlotte this story they were kind enough to sell me the part at cost and not charge labor (not a big deal but they did not have to do it so kudos to them). So a year in and I'm still learning about how bad I got screwed by Lake Norman Infiniti. I'm going post this same message to every public review site I can so I can hopefully steer people clear of this unscrupulous dealer. Do yourself a favor, do not shop at Lake Norman Infiniti.

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by Howard_U on 08/20/2015

I would have to say that in all of my experiences in purchasing a new vehicle, this experience with Infiniti of Lake Norman with John Pratt and Amber was by far the best ever. Their customer service was second to none. I explained to Mr. Pratt what type of car I was looking for and he went over and beyond to ensure that. I have already referred potential clients and will continue to do so because of this awesome experience. People appreciate and remember how well you treat them and I just want to publicly thank you for the experience!

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by topveteran on 07/16/2015

complete [non-permissible content removed]! Dave pownall and clint whitley are nothing more than modern day [non-permissible content removed] PLEASE DO NOT visit lake norman infiniti!! They will run your credit without your approval and then lie about it and not provide any paperwork.The worst service ever!!!

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by theusing on 04/19/2015

Coach and Guy were great to work with and made everything simple to understand and went above and beyond to get me the car I wanted.

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by ajtaylor13 on 03/25/2015

Everyone was absolutely wonderful through the entire purchase! Brook in the BDC was timely and gave me what I wanted when I wanted it, Dennis was great to work with and Dave did a great job at the delivery. I sincerely appreciate everyone's efforts and would highly recommend your store to family members and friends! Thanks, Tony

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by dmt1 on 01/24/2015

WOW... I can't even go into how classless and rude the alleged owner/GM Dick McKean is. Was promised a price and of course when I go there it was much more. But moreover was the way I was spoken to by Dick. I guess he needed to try to be the big guy in front of his salesmen by trying to push a woman around, to overcompensate for his shortcomings in other areas. I am quite certain he wouldn't have spoken so classless and disrespectful if my husband were with me. It's all good though, because not only did I get a much better deal from another dealership where I was treated with respect, but I found out from several local dealerships how many customers Lake Norman Infinity has lost due to their poor customer service.. Word is out!!! I even has a salesman from another dealership tell me a woman came in there 2 days earlier in tears after the way Dick treated her. And a Salesmen from yet another dealership tell me that Dick told a woman to come back when she could bring her husband with her. Someone has woman issue???

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by juniornbop on 10/04/2014

This is the 5th vehicle in the last 4 years I have leased from Lake Norman Infiniti, so I hope it is very obvious that I am completely satisfied with the sales experience I receive here.

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by louisfloyd on 10/02/2014

My wife and I came here on a Saturday and they were busy. As we looked at the cars was about 5minutes before our salesman came up to us and I must say it was nice to come to a dealership and talk with someone who was knowledgeable about the cars and the whole staff was just amazing. Friendly and courteous. The facilty itself is very nice Glad we made the decision to come to LNI

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by AprilMey on 10/01/2014

What a great experience in buying a car. The whole staff was incredible. They were having some type of luncheon for the employees we were offered lunch and refreshments. Good folks here at LNI

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by Warshaw on 10/01/2014

My wife and I had been out most of the day shopping for a new car. We had stopped for lunch in Cornelius and decided to check this dealership out. What a great experience we had, the folks that we encountered there we friendly and polite and it was refreshing experience after had been to some dealerships earlier that day. Everyone was great and we weren't there for more then an hour and half and we purchased our vehicle. I would recommend this dealership to my family and friends.

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by NCInfiniti on 09/21/2014

The shopping experience at Lake Norman Infinii and with Tim N was exceptional. I have worked at dealerships and perform marketing for a dealership group in a similar industry. The treatment I received, the level of product knowledge and the entire buying process are exactly how we wish to perform at our dealerships. It is not like the typical dealership where its a battle to buy a car. You are treated with respect during the entire process and truly feel like a valued customer. I would recommend Lake Norman Infiniti to anyone looking to purchase a new or used vehicle.

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by neilbently on 08/29/2014

I had a great car buying experience here. From the time I walked in the door, I knew I was in the right place to buy a car. My salesman was knowledgeable in the vehicle I was interested in and the General Manager made it a point to introduce himself and offer refreshments as we went thru the buying process. Not at anytime did I feel pressured or rushed to make a decision. Great attitudes in this store. Everyone was very professional and courteous. I would recommend this store to anyone interested in buying a vehicle

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by Tye_R on 02/02/2014

Everything you fear about buying a car you will experience at Lake Norman Infiniti. They advertised their car 2K over KBB. I agreed to a fair price over KBB, shook hands on the deal and then they came in with another $700 fees on top, which were never discussed. Vinny is the guy your salesman has to go check with every two minutes (typical) and it is a typical New York used car buy here pay here experience. If you go there prepare to get screwed!!! I had to walk

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by coreyt55 on 07/19/2013

I just purchased a new 2013 Infiniti G37 sedan from Lake Norman Infiniti . Best experience that i ever had , they were very nice , fast and helpful . Thank you, jason

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by speedster12 on 12/14/2011

This was my first time using these folks to purchase a new vehicle. i went there because their prices are very competitive in the local market, but that is about the only thing I can say positively about this dealership. -They care about volume of sales and moving cars and NOT your car buying experience! Just horrible on soo many levels. I interacted with various folks- service folks, sales folks, finance folks...just dishonest and disengaged about you and your purchase. This will be the last car I EVER purchase from these folks. Travel the extra miles, pay a little more and by all costs- AVOID THIS DEALER!

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by courtneymg on 12/12/2011

My father made his career in car sales in Michigan. Needless to say I have VERY high expectations for service, transparency and professionalism when considering purchasing a new vehicle. The honest, no pressure, respectful way in which I was treated at LKN Infiniti has made me a client for life. I worked directly with Matias Gorostiaga in sales, Mike McKenna in financing and had the opportunity to meet with Rick Zoerb, the dealership owner. All of the men were so very professional, accommodating and kind. I purchased a new EX35. In the second month of my ownership it was totaled in a dangerous collision by a negligent driver. The very next day (a Sunday) Matias picked me up at my home and allowed me to drive another EX35 until the insurance issues were straightened out. All of the people in the dealership were my advocates from the purchase of my first EX35 to the purchase of my second EX35 just two months later. The service that I have received has been unparalleled. I have (and will continue) to recommend Lake Norman Infiniti to family, friends, colleagues, anyone that will listen. The EX35 saved my life and everyone at the dealership made my transactions smooth, painless, expedient and a joyous occasion.

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by smartbuyer73 on 05/29/2011

The financial manager repeatedly informed me about the warranty that came with my barely used vehicle. He described it as "1 year of all maintenance including oil changes, tire rotation, etc at no charge, and also 3 years of regularly scheduled maintenance at no charge". Although I was paying cash for my car, he told me that if I financed through them I'd get a 3 and five year warrantly rather than a 1 and 3 year at no extra charge. But when he wrote it up, it was about $1700 more so I declined and he was visibly unhappy about that. I was told by him that the warranty info. and the title would come in the mail. The title finally arrived a few months later but the warranty never did. So, I called and left a message with the same financial manager, Mike McKenna. He did not return my call so I stopped by. He was not in. I called again and left messages with both this financial manager and the manager of the dealership- both calls not returned. I asked what Michael McKenna's schedule was and showed up on another day when he was in, but he ignored the page sent out by the receptionist so she sent someone to get him. That person found him sitting and chatting with other employees and ignoring the page. Although I spoke with him in his office about this matter (and he denied ever promising a warranty), he then asked me to wait outside his office while he went upstairs to get the paperwork. He reason for asking me to wait outside was that he couldn't leave me alone in his office because there was personal information in there. I was left in there for at least 15 minutes during the purchase of my car. Keep in mind that I did not ask for this warranty but was told repeatedly that I would receive it. I also was not even aware that this type of warranty existed because I usually buy older cars, so I couldn't have dreamed it up myself. Buyer beware and get every promise in writing before you sign anything at this dealership.

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by unjustified on 08/05/2010

I went into the dealership to drive a M37S as my local dealer did not have the sport in stock. I had scheduled an appointment in advance to test drive the car through the VPP program. After driving the car, I was sold. They actually had the car my local dealer was going to order for me. They appraised my trade & gave me #'s that were acceptable even though I had a little negative equity in my car. I was unable to complete the deal that night, but told them I would return. I needed to verify that I could get financing for the higher priced car through my credit union as I was originally looking at a cheaper car. In addition, they would not allow me to take the car on an "extended test drive" to verify that this was THE car I wanted as the car had not been through inspection. They had just received the car, it still had the plastic on it, & the service department had not completed their checks. As such, it sounded as I wouldn't drive the car away that night anyways. Upon returning to the dealership, the numbers changed drastically. Even though they could plainly see the deal we had worked the day before, they would not honor it. We tried to contact them since, but our calls go unreturned. I would not recommend this dealership at all. I have since heard from other dealers in the area that they hear of similar experiences with Lake Norman Infiniti from other customers.

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by kullenberg on 04/30/2008

I just purchased a New Infiniti EX35 from Lake Norman Infiniti. I've never had a better sales experience, and that includes Mercedes and Audi. I dealt with the the internet sales mgr (Jeanette), and the general sales mgr (Eric). The whole process could not have been smoother. The negotiating process was done by e-mail, and when we got to the dealership, all the paperwork was ready, as was the car, at the agreed to price for both the new car and the trade. They had to go out of state for the car we wanted,and this was done smoothly. Altogether, a good experience.

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by g35luvr on 09/08/2007

I walked in just looking at a car i was going to go with the bmw 328i but i decided to try out infiniti and wow was i supprised. I spoke with a young man named Sean S he was very knowlegable about the Infiniti line and i was quiet suprised that he knew so much. I didnt feel pressured at all to buy but i just feel in love with the car and it has over 70 more hp then the Bmw and i really loved it and it was in the same price range as the bmw and the bmw doesnt even have electronic steering wheel telescoping i cant belive it. So I would just like everyone to know please go see Sean he will treat you right thats for sure!!!! Great car best purchase ever oh I bought the g35 sport just to let you know

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