Lake Norman INFINITI

Disappointing and Potentially Dangerous Service Experience – A Loyal Infiniti Customer I debated whether to write this review or contact Infiniti’s corporate headquarters directly. After giving Experience – A Loyal Infiniti Customer I debated whether to write this review or contact Infiniti’s corporate headquarters directly. After giving it considerable thought, I decided that my experience needed to be shared—not because I am seeking compensation, special treatment, or anything in return, but because I sincerely hope that the next woman or customer who walks through your doors receives better customer vehicles. My loyalty to the brand has always been based on my confidence in the quality of its vehicles and the level of service I expected to receive. Unfortunately, my recent experience left me extremely disappointed and concerned for my personal safety. I traveled nearly seven hours from Jacksonville, Florida, to Troutman, North Carolina, to attend a weekend retreat. I arrived Thursday evening, and the following morning, I discovered that one of my tires was extremely low, registering only 17 PSI. Fortunately, I encountered a gentleman walking near our Airbnb who was kind enough to assist me. He inflated my tire enough for me to safely reach the Infiniti dealership and even pointed out the staple or nail embedded in the tire. Upon arriving at the dealership, I explained my situation to the service advisor. I informed him that I had purchased my vehicle less than a year earlier and had also purchased a tire protection package. I was asked to provide documentation because, according to the advisor, Infiniti works with several different warranty providers. I was also asked whether I had purchased my vehicle from that particular dealership. After reviewing my paperwork, the service advisor located the documentation confirming my tire protection coverage. He assured me that the dealership would take care of the issue and asked me to have a seat. Sometime later, he returned and informed me that they had found a nail in my tire, then corrected himself and said it was actually a screw. He explained that they intended to patch the tire. I specifically expressed my preference for a new tire rather than a repair, explaining that I was nearly seven hours away from home and traveling alone. My concern was not simply about convenience; it was about my safety and having confidence that my vehicle would be reliable for the long drive home. The service advisor assured me that patching the tire would be perfectly fine because the screw was located in the center of the tread. Based on his professional recommendation and reassurance, I trusted the dealership’s judgment. After waiting for the work to be completed, I was informed that my vehicle was ready. The dealership also provided a complimentary car wash, which I appreciated. I signed the necessary paperwork and returned to the Airbnb, believing the issue had been properly resolved. Unfortunately, what happened the following morning was both shocking and unacceptable. When I went outside, I discovered that the exact same tire the dealership had supposedly repaired was now completely flat, with the vehicle sitting on its rim. My friend contacted the gentleman near our Airbnb who had assisted me the previous morning. Once again, he graciously came to help. After inflating the tire, he pointed out that the same staple or nail he had identified the day before was still embedded in the exact same location. At that moment, I was left questioning what work had actually been performed on my vehicle. From my perspective, one of two things may have occurred: 1. The tire was never properly repaired in the first place. 2. The technician repaired the screw puncture but failed to thoroughly inspect the entire tire for additional damage or verify that the tire was holding air before returning the vehicle to me. Regardless of which scenario occurred, the lack of a thorough inspection and verification of the repair created a potentially dangerous situation. What concerns me most is what could have happened had I been traveling at highw More

Impressive service , Best car buying experience , top notch , straight forward , no hidden number . 10 out 10 notch , straight forward , no hidden number . 10 out 10 More

Working on this deal with Arturo, Dupre and Jarrett was made easy and painless by them. Thanks guys! made easy and painless by them. Thanks guys! More

Always been please with the service The only problem this time was the time it took. this time was the time it took. More

Samuel Goodin was a pleasure to work with during my recent purchase of a used Subaru. As promised he kept our transaction on track and we were soon on our way enjoying the new to us car. Samuel is a recent purchase of a used Subaru. As promised he kept our transaction on track and we were soon on our way enjoying the new to us car. Samuel is a real asset to Lake Norman Infiniti! More

This dealership always provides a great experience. Tyler is the best service representative. I’ll be back again. Tyler is the best service representative. I’ll be back again. More