Complaints

This profile includes complaints for Lake Norman Infiniti's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lake Norman Infiniti

  20435 Chartwell Center Dr Cornelius, NC 28031-6223

  
• 

  Lake Norman Infiniti

  20520 Chartwell Center Dr Cornelius, NC 28031-5255

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/20/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in a car accident, 2017 Infiniti QX80, the crash detection sensor came on, the steering wheel wouldnt turn, the car rear axel broke, it slammed into the tree, the vehicle is totaled, NONE OF THE AIR BAGS ON THE DRIVER SIDE DEPLOYED. None on the driver side curtain airbags or seat bags deployed. I could have very well been killed. If my two girls were in the back seat my daughters very well could have been killed with as hard as the hit was and NO CURTAIN OR SEAT BAGS DEPLOYED TO PROTECT ME. Thank god they were not with me. Weve addressed the issue with lkn Infiniti they claim there was nothing wrong. There will be medical bills for me and my 14 year old who was in the front seat.

  Business Response

  Date: 11/20/2024

  Good morning,

  Is there a VIN number for the vehicle that can be provided or could it be under a different name?
  Thank you!

  ***** *****

  Office Manager - Lake Norman Infiniti

  Customer Answer

  Date: 11/22/2024

   
  I am rejecting this response because:

  *****************

  Here is the vin for the qx80. 

  ***** Ramon ***********************************

  Business Response

  Date: 11/22/2024

  Good afternoon,

  Thank you for providing the additional VIN information.  First, the Dealership is sorry to hear of the accident.  We have been able to locate records for the vehicle with VIN ending 30111.  Our records do not indicate that the subject vehicle was brought to the Dealership at any time after the alleged accident.  There are also no records of Ms. **** reaching out to the Dealership to discuss the matter.  The Dealership has no service records relating to the alleged issues with the vehicle.  To the extent that Ms. **** claims there was a defect in the vehicle, the Dealership recommends that Ms. **** reach out to the manufacturer of the vehicle, Infiniti.  The Dealership is not the manufacturer of the vehicle and therefore cannot address those concerns.

  Thank you,

  ***** *****

  Office Manger

  Lake Norman Infiniti

  Customer Answer

  Date: 11/22/2024

   
  I am rejecting this response because:
  I did in fact take the vehicle back to Infiniti after purchasing it, they said there were no issues. And that the sales associate no longer worked there so they had nothing to do with prior issues. 

• Initial Complaint

  Date:07/16/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car on June 8, 2024 from this dealership and paid full price of vehicle with a check from my bank. After leaving I did everything that was asked of mepaid my car taxes of $461.81 on June 10, 2024 and sent a copy of the payment to my salesperson as asked so that I could get my license plate. Now it is July 17, 2024 and my temporary tag that was issued by dealership has expired since July 8, 2024. Spoke to salesperson several times and an office manager about not having my license plate and temp tag expiring, no answers. Ive been trying to get answers for about 3 weeks now. I have no legit tag on my car AND to add insult to injury I received notification from my bank today that they havent received Certificate of Title or proof of ownership as the bank as the leinholder. Now they will increase my the interest rate significantly on my loan through them if this is not resolved. I did everything that I was asked of and this has been a total nightmare.

  Business Response

  Date: 07/18/2024

  My apologies. I submitted the wrong information to the wrong ID. 
  Below is our response to Complaint ID: ******** *************************

  In order to complete the titling and registration process with the South Carolina ********** of ***** Vehicles, the customer must pay the property tax first and provide a copy of the receipt to the dealership.  The dealership did not receive a copy of the property tax receipt until it received the customers ******************** complaint on July 16, 2024.  Upon receipt, the dealership immediately sent an employee to the South Carolina ********** of ***** Vehicles to process the title work.  The dealership received the license plate on July 17, 2024 and overnighted it to the customers address.  She should receive the plate today.

  Customer Answer

  Date: 07/19/2024

   
  I am rejecting this response because: I received the tag yesterday, thank you for the quick response. Someone from your car dealership called me yesterday and I also explained the issue with my bank (NFCU). NFCU supplied the check that I gave the dealership for purchase of my vehicle. NFCU is requesting Title or other acceptable proof of ownership for the vehicle loan and for them to be listed as 1st lien holder. I was told yesterday by the gentleman at the dealership that I would receive an email that I could send to NFCU to assist with that issue, I havent received the email yet. My email is ********************** 
  

  Business Response

  Date: 07/25/2024

  The lien has been recorded and the title and registration process is complete.

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my Infiniti Q50 pure from this dealership and paid $1,800.00 cash for my platinum extended warranty. I'm having some issues with my car at 33k miles and am being told that I don't have a warranty. Naturally I contacted the warranty company only to find out that the dealership cancelled it just after I paid for it. They told me that the money was reimbursed to the dealership but they never told me or refunded my money. This is nine months later so they have no intention to pay me back.

  Business Response

  Date: 07/17/2024

  Please see attached. It was too much to type here.

   

  Thank you,

  **********************

  Controller

  Customer Answer

  Date: 07/23/2024

   
  I am rejecting this response because:

  This is all lies and why deceptively would a dealership have to cancel a contract not paid for as the dealership doesn't pay for no reason. This deception is commonplace for one who forged my signatures on my financial application. ***** took my cash and came back with the extended warranty showing what I negotiated down to from $2,300 to $1,800. They are nothing more than common thieves who scammed me out of my money. I later found out after nine months that I have a CPO WARRANTY from Infiniti. Their service department told me that I had NO WARRANTY so again more lies. This was the lie that began my investigation knowing that I paid for the extended platinum warranty.

   

  
  

  Business Response

  Date: 07/23/2024

  No deception has occurred.  As explained in our prior response, a vehicle service contract that is populated in the system must be voided or else it will be automatically remitted to the warranty company as a valid contract and the dealership will be charged for the contract.  The charge was discovered by the accounting department and upon investigating, found that no vehicle service contract had been signed or paid for.  As a result, the vehicle service contract was flat cancelled, and the warranty company refunded the dealership the amount that was erroneously charged.  The customer was fully aware that he had a limited warranty as part of his purchase of a certified vehicle as he signed the paperwork acknowledging same.  Additionally, the dealership denies forging the customers signature on the customers financial application. 

• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 6, 2023, I took my INIFINITI Q50 in for a alignment as the steering wheel was not aligned straight, My car is equipped with the *** feature (Direct Adaptive Steering) this requires specials tools and software (Consult III) which only the dealer has to do the alignment properly. Upon getting my car back I noticed the on right hand turn the car refuses to full turn and the steering wheel pushes back with force, this is not how the car was before or ever and it only does this on a full right turn. The service was not only performed incorrectly they also stated it had been fixed fully on returning my car back.I would request my full refund of cash payment for $166.00 back at this point.

  Business Response

  Date: 10/13/2023

  Good afternoon,

  I have attached our response for this claim for Lake Norman Infiniti.

  Thanks

  *********************

  Customer Answer

  Date: 10/19/2023

  
  

  Business Response

  Date: 10/26/2023

  Good afternoon.  Please find attached our response for this customer for **********************.

   

  Thanks

   

  Customer Answer

  Date: 10/31/2023