Horrible maintenance department! My recovered stolen car came in for fob reprogramming. It sat there over a week and their excuse was, it was parked too far for the WIFI to work! I called a locksmith and he was done in 15 minutes!! Just a little effort was all I asked. And if I didn't call them my car would have set there another week or so! The tech did help me remove my wheel locks. I blame piss poor management and not the techs! read more

A dealership that listens to what you want in a vehicle and finds a match- we were very happy with the service that we received from Oeut. She was knowledgeable and shared the differences between the packages to help us make an informed decision. read more

Happy thank you Thursday on Yelp! Shout out to my favorite car repair place. We no longer have an Acura, but we take our other cars into this service department to get fixed. The service managers know what they are talking about, and Larry, our favorite mechanic, is excellent. Larry made our previous car last for 230,00 miles. If you are waiting here, they have free snacks and coffee. read more

The service departments across the country should be put out of business. End. Of. Story. You can learn more on YouTube than they know. Acura Service Departments have gone so down hill they are literally desperate to rob you. Lies, deceit and total misdiagnosis's just to rip you off. Disgraceful. Delaware, Texas, etc. I am so furious. read more

Their Service reps were unwilling to respond twice to a service question from a customer who had no issue with them previously. The service rep said she would check if they could do the work and get back to the customer by the end of the day. Three weeks later, still nothing. Customer calls again. A long hold from another rep led to being told the prior rep was in a meeting. They just need to go ask a person in the shop. But for some reason that apparently isn't going to happen. Not even to call back and say they can't do it - perhaps because they can. Not trustworthy. read more

I was dreading the process of getting a new car but my experience at Hertrich Acura was as quick an painless as possible. I had been looking online for a while and had a good idea of what I wanted so I contacted the dealership a few weeks in advance. The representative kept in contact with me by text and email and when I said I was ready to purchase, a sales representative, Lorenzo, contacted me to set up a time to come in. Lorenzo was pleasant, friendly and informative when I went in. I didn't feel pressured or uncomfortable. The sales manager and financial manager got my deal finalized in about 2 hours and I was on my way with a new vehicle after my first visit on a Friday night. read more

Do not buy your car from Hertrich! Today I went to purchase a Acura Pilot and was nearly sent into a panic attack. I am 66 years old and have never experienced the strange abuse and seriously poor sales service that I received from the management at Hertrich was not deserved or brought on by me. Chris and Craig Munholland (top managers) did not want to sell me a car because I drove a 2017 Acura in August of 2019. In order to proceed in buying a new Acura they insisted on damaging my credit with a "Credit App". Their last salesman that I dealt with went to lunch during my introduction to the 2020 MDX- salesman named Oota insisted the same thing. When I called back to view and maybe test drive an Acura MDX...That is a credit application before test-driving a car. Basically, I could tell you more...But I will tell you one thing for sure...AVOID HERTRICH ACURA LIKE THE COVID-19 PLAGUE!!!!! read more

The experience is like no other when you are dealing with Oeut to purchase a car. She is extremely talented in her business. Highly recommend her to make the process so much easier. Everyone is so happy to help in the process. And you gain an instant friend! read more

HERTICH ACURA ABUSES VETERANS!!!!! Hertrich Acura of Newcastle refuses to take responsibility and abuses US VETERANS!!!!!!! My experience if at all possible would be negative STARS. I took my car in for maintenance was LIED to and CHEATED out the extremely friendly customer service that they allegedly offer. They provided services that were never agreed to. I was told that I would receive a call before any work was initiated and never heard from anyone until my car was finished. I received a call only after the car was finished and to my surprise it was $200.00 dollars over what was quoted. As part of my service that I requested was a full car detail to surprise my wife with a beautiful car. My beautiful came back damaged with multiple scratches and the back was never even vacuumed!!!!! When I spoke to Mike Sabato the manager of the dealership he refused to help or even reduce the price of the maintenance. I WOULD NEVER SUGGEST THIS DEALERSHIP TO ANY CIVILIAN OR VETERAN THAT EXPECTS EXCELLENT CUSTOMER SERVICE. read more

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My boyfriend brought in his Integra to be looked at with the hopes that it'd run just fine for it to be sold. Well we went to pick up the vehicle after a day... We were told that with all the repairs made that the vehicle run fine and that they took it for a test drive and that it was okay. Little did we know, after driving about a mile down the road his car started stalling out and was unable to get up over 25 mph. We went and stopped for gas and everything just went downhill... Thank God I was driving behind and that our place was only off of route 40... It was unfortunate that he had to pay almost $400 for the repair for nothing and not only that he called to inform them about it and not one person in the dealership has called him back. Totally unprofessional. If I could put 0 stars I would.. read more

First, this is not specifically for Acura, since Acura is separated from Mitsubishi and Hyundai on the other side. i send my mitsubishi to service, a few weeks ago. Pro: Nice shuttle service send me to work! the driver is the only thing i give it a star! Con: 1. be careful, they have no idea how to treat a little bit more expensive car, most they do is econ car. 2. when i pick up my car, i find scratch on my rear right side bumper, I'm absolutely sure scratch-free before service. its not a huge piece, about size of a car key. 3. when i start my car and ready to leave, my front bumper is on the concrete parking curbs. Seriously! and they just leave it like that? not even think of move it before i come back!! 4. if you drive a car category as cheap car, you might not care those at all. even though they are the only Mits in northern DE, i would rather drive to PA to do service again. read more

I had an absolutely GREAT experience at Hertrich!!! I had been looking around at Acura's (having already owned two), and when I contacted them the representative Oeut responded quickly. When I asked some questions I didn't have to wait long for answers. When I got to the dealership that day, Oeut greeted me and showed me my Acura. She was friendly and busy (2 other customers we're picking up their cars while I was there), and answered all my questions quickly and honestly. I highly recommend Oeut and Hertrich!!! read more

I purchased my car here a zillion year ago when the business had a different name. Although the name of the dealership has changed a few times over the years, my car stays the same (i.e. it still runs well and looks brand new for being 17 years old). I am sure that regular maintenance helps and this is the only place I trust to have my car serviced. Here's to another 17 years (knock on wood)... read more

This is for Hertrich Hyundai. I was very impressed with my one visit to their service department. The staff members were all very friendly; the waiting room was clean and comfortable; and they kept me updated on the status of the services my car was getting. The price, while not rock-bottom, was pretty reasonable, and they even went the extra mile to fix some cosmetic problems without charge. This isn't the dealer where I bought my Hyundai, but Hertrich's service department is much better than that other dealer's. While I don't give many 5-star Yelp reviews, this experience certainly deserves one. read more

I am a huge fan of the cars that Acura makes! I was having some trouble with an older model TSX and getting the car to start without the steering locking up. Rachel with the service team went out of her way to help me realize it was just how I was inserting the key and did not need any additional service. This is a sign of true customer service, willing to help customers even if they are not currently purchasing any products/services. I will definitely be back next time I have a service issue. read more

This used to be our go-to car dealership, having been an Acura family for many cars now. But both Acura AND Hertrich have sunk to new lows, from their sleazy sales practices to the lack of service and customer attention. We are now a Lexus family, since we can't in good conscience give these people another dime. Not that the people stay the same - there's an entire new staff every 3-4 months, which should have told us something! Please, from one human to another - spare yourself the heartache we had to go through :( read more

I brought my 2017 Acura RDX in for B13 Maintenance with 32,000 miles. The bill came to $477. WOW! More than my car payment. Their service prices are obscene. Oil change and tire rotation was $212 and transmission fluid drain was $138 and washer drain $128. Worse part the transmission service is needed between 30,000-60,000 miles. Seems there always on the minimum side. Also tried to talk me into differential and fuel induction service maintenance for an additional $295 which I declined. Not necessary until 60,000 miles. Called another dealership and the quoted me $150 for B13 service. Last time Hertrich Acura will see me. read more

The Acura parts department has no qualms with sending out defective parts. Even when proven several different ways that they are defective, they refuse to take them back. Acura USA will back up their choice to screw the customer as well; but not before claiming they will refund for the parts, then walk-back their statement when confronted. Sent us 2 defective parts in a row with no interest in backing up their product. Rude and incompetent. Bad business. read more

This is for Hertrich Hyundai I have brought my car into this dealership for servicing a few times and it is just poorly operated. I have waited hours at times for my vehicle to be worked on with routine services like oil changes and warranty services etc. To make matter worse, they act like this is normal and do not respect your time and or inconvenience. I miss owning cars other than a Hyundai. I have had issues I shouldn't have with a new car, and the service is pathetic. So long Hyundai! read more

I actually got my car from the "Hyundai" side of the three part dealership. I was very excited to get the car I did, Veloster. They were very nice and happy to sell me the car. They let me test drive it and told me all the features. They even let me take it to lunch. (obvi a selling point... just so I would fall in love with it even more.) Okay, fine... talked about price and things went great! BUT I sat there for over 2 hours waiting for the paperwork to sign. When it was finally finished, the guy with the paperwork talked to me for all of 2 minutes. They took my picture next to the car for the newsletter before I drove it off the lot. AND THAT WAS IT. After I left, they were NO LONGER HELP to me. My car has a feature called 'blue link' where you can lock/unlock your car from your phone, send GPS to the car, etc. it sounded great. When I tried to register the VIN to my name, it said it was incorrect. So I called the dealership who directed me to the 'blue link' help line, who directed me back to the dealership. This when back and forth about 3 times. I finally got a name, Eddie T. the manager, who said he would clear the VIN so I could register the car in my name for the blue link. He said he was going to 'make this happen for me' but then I was told he broke his foot over the weekend.. I think he HIT HIS HEAD TOO because after that phone call, I haven't heard a word from them. Even after repeated phone calls. I live three hours from the dealership so it's not like I could go to the dealership to clear this up. They are VERY HAPPY to sell you a car, but make sure you have EVERYTHING you need before you leave because they are forgetful and unwilling/incompetent to help. read more

Absolutely love this dealership! The friendliest staff you could ever meet. They truly care about you, the customer. It's never just about the sale, and they deliver on their promise. They are now a part of my extended family. Love Oeut!! read more

I went into this dealership knowing exactly what car I wanted. (Spoiler Alert: I bought 2018 TLX Advance Package from another dealership much farther away the following week.) The salesperson at Hertrich was extremely new at her job, but that wasn't the most unimpressive thing about her. From the very beginning, I was made to feel like my presence in the showroom was unwelcomed. She never introduced herself by name. From her demeanor and the way our conversation started, I assumed at first that she was the showroom receptionist and that she would call a salesperson over. It was a minute or so into our conversation before I realized she *was* the salesperson. Chalking up her approach to inexperience, I spoke to a sales manager who came off as arrogant and unfriendly. It was as if he sized me up and decided I couldn't afford the car and didn't want to be bothered. When I told him that my impression of the dealership so far was less than customer-friendly, his response was to tell me that the owner is very successful and wealthy, so, basically, I must be wrong. I made it clear I had already decided what car I was buying. The only question was whether I'd be buying it from Hertrich. I agreed to let the salesperson follow up with me over the next several days, but even after another trip to the dealership and several conversations, they never demonstrated any real willingness to compete for my business. In the end, I bought the exact car I wanted from Piazza Acura in Ardmore. They charged me less and offered a much friendlier and more competent sales experience for my inconvenience. It was worth the trip. read more

I test drove a car with Shaun and he was the best! I would definitely return when I'm ready to purchase my next car. Very knowledgeable and personable. read more

Worst Acura dealership Ive ever been to. Beware: They charge diagnostic fees even when you have them perform the service. Staff doesn't seem to be very knowledgeable about Acura. Customer service skills are far below the typical Acura dealership. read more

This is for Hertrich Hyundai Service Dept. While traveling here on business, my 8 year old Sonata developed an antifreeze leak due to some recent poor workmanship by Firestone back home. They took care of it quickly, and did not try to sell me anything else the car did not need. Bob in Service was helpful and pleasant. One big caveat, and I thought of giving a lower rating---- it is very tough to get through to these people by phone. They will call you, but on the receiving end, it seems they just don't have the staff, and/or won't check to see if the service advisor you are working with is actually "there." I would go back, but for anyone looking to do business there, make sure you leave with an understanding of how to reach the person you are doing business with, without a runaround. read more

We recently purchased a 2016 Acura RDX. Our sales rep Lorenzo was incredibly knowledgeable and took his time to go over every detail of the vehicle inside and out. The entire process was smooth and quick. I would highly recommend this dealer and sales rep Lorenzo. read more

This review is specifically for Hertrich Acura. TERRIBLE EXPERIENCE! We went there twice trying to buy a Acura MDX. The first time we didn't have time to do the test drive so we went there the second time. Dan was quite helpful and showed us a lot of the cool features. We actually like the car but when we sat down trying to talk about the price, the experience was horrible. The manager Jason came up and was playing the pricing game with us the whole time. He kept saying he would give us the best price for like ten minutes but didn't give us any number. Somehow he was in his own imagination that we didn't want to buy from this dealership. However, if we don't want to buy, why would we go there twice? In the end, we said if you don't give us a price we would just go to other dealers. Then Jason did something we would never forget. He yelled at us to GET OUT!!! Unbelievable!!! It was the first time we saw someone treat customers so RUDE and UNPROFESSIONAL!!! Overall, DO NOT DO BUSINESS with Jason EVER!!! This dealer has so many one star reviews for a reason! read more

Well, we go to this when it was Hertrich Mitsubishi. We got our Outlander December of 2011 with the Guardian package. It's supposed to be a service where they detail your car up to 2x a year, so it'll be like a "new car" each time. We're 1-1.5 hour away, but at the time it seemed like it's worth it. They said it takes about 5 hours, at the time they lend you a car, so we figure making a family day out of it. Yeah, after a couple times, they "hired a crew" specific for that purpose so now it's a 2 hour job. That ruined the family day, so is mostly a schedule for oil change and guardian and either be dropped off/picked up to/ from the mall or just wait there. To be honest, it wasn't that great even in the beginning. When it's supposed to be "done",we had to send it back because some section wasn't even cleaned. Even the fill up service... several times I noticed that the coolant reservoir was empty and one time, I asked them about it, I was told some weird thing that since it's warm, blah blah. Well, at that time, even when cold the next day, it was still empty. Fast forward to a few months ago. I scheduled the usual oil change/ guardian and didn't have any problem. We got there and there were other customers with some issues with the dealership. We also got the induction cleaning package this time, even though a lot of research day is not really required, and that they really don't know if it's dirty without opening the cam cover. Anyway, out of the blue, we were told that there wouldn't be a guardian, that the it's supposed to be a service where they re-apply the protection if the inside got stained, not a detailing job (essentially, that what they've been doing for the past years were not supposed to be?). We asked to talk to the (new) manager, who was very busy. He petty much said the same thing. That whatever was said when we bought the car, doesn't count compared to what is in the contact -I'll give him that (only what's on paper is binding). So these past few years, nobody said anything. He did say the previous service manager hasn't been doing things as it should...that the he is trying to clean up and get everything right. I then asked about why when I made the appointment, I was not informed of the changes and possibly made other plans for my day. He simply said he'll have a talk with that person. He's pretty adamant about not budging, but then he's clearly failing on making things right by at least not providing a "this is the last time" courtesy (since they did err). They would wash the car though, and took sometime to do it. When I got it back, I failed to see how it was washed since it still has that very faint dirt film you get after it rains. I had it and left. Oh yeah, the icing on the cake was when some guy in the parts department a couple of weeks later said that my touch-up paint stick is ready to be picked up. I then replied simply that is supposed to be shipped. Now, at this point, he started to escalate that he cannot, that they're not allowed by law to ship paint, etc. That they will get in trouble. I replied that I did not ask for this, that the service manager offered it to me, as a courtesy (for the Guardian), that I wasn't trying to force them to anything. The words from the service manager was that they would "send it to me" due to my distance. All this time he was even more aggravated, and i was also starting to, since my day was getting ruined in a matter of seconds. In the end he said he would send it to me like he's giving me a huge favor. I got the huge box with a tiny touch up paint wrapped in several bubble sheets... read more

I have to say I have been trying for several days to make an appointment for an oil change. The office is open supposedly 7-5. I work 7-5 & I can not take calls at work & every time I call no one is available to schedule an appointment. I traded in my Toyota to go to a better class of service although I had fine service with Toyota. This has to be the worst dealership service department that I have ever used. I am really thinking about getting a new car but never from Acura of New Castle as your customer service in the service department is below 1 star & if I could have given less I would have. People do work & you need to be available at all time not just what is convenient for you. read more

I honestly wish I could give zero stars. My A/C broke and they misdiagnosed it and then I had to bring it back (in the summer heat) again. They promised the part would be in time since I was moving and I waited a day to have them install it. The part never came. I asked to have complimentary freon put in the car (even though that wasn't the main problem with my A/C) just to get me through my move and they wouldn't do it. Wanted to charge me $175. (I already had paid $250 to have them NOT fix the problem a month back.) I can forgive the misdiagnosis and the late part, but that was the least I thought that they could do. I've been a loyal customer to them. read more

I purchased my Hyundai Elantra from the Hertrich dealership in May 2013 and have been a loyal customer to their service department ever since. Even with some unpleasant experiences over the years I have still returned to Hertrich, but will no longer be doing so after this last experience. I made an appointment to have my oil changed and tires rotated on 9/27/18 at 3:30pm. I arrived to check-in on 9/27/18. I was stared at by some salespeople sitting in the service lounge. I was then half-greeted by a guy who asked me to hold on, while he took a call right in front of me. I was checked-in in at 3:40pm and I explained that I needed my appointment to be the no more than the hour I was quoted. A little before 4:30pm, I am told that my car needed a few services: new brakes, some light bulbs changed, a new battery and some filters replaced. I said I'd call to make an appointment for those services. It was 1.5 hours before I left. I got in my car to notice that someone in the service department helped their self to my old iPhone charger, as it was plugged into the outlet. I know it couldn't have been me being forgetful due to the simple fact that I now have a Samsung. The next afternoon, my car began making that awful sound of "METAL ON METAL" (and if anyone needs a definition of this please be sure to refer to the Service Manager (Jeff) or GM (Nick) as they took the liberty of mansplaining this difficult concept to this clueless girl [insert eye roll here] too many times to count. I was quite shocked by this as my car brakes were working just fine and most certainly sounded fine prior to my car being serviced. I got home and immediately called the service department. Mind you, it was 4:40pm on a Friday when I called. I explained my situation, how my car was perfectly fine prior to the service and now it was not. The guy I spoke with basically told me to not drive it for the weekend and said that he'd have the service manager call me first thing Monday morning. Cool, I'll just drive my back up car (says anyone who isn't rich). Clearly, I know they have weekend hours, but nothing was offered to me. I was forced to have my car serviced elsewhere. I did not receive a call from Jeff, the service manager, until 4:50pm on Monday. I was unavailable at the time so he did leave a voicemail asking me to return his call. I called Jeff back on Wednesday 10/3/18. I went over my entire experience, explained how dissatisfied I am with the lack of customer service and so on. I was basically told by this man that it was my fault, because they told me I needed brakes. I'm sorry, but I call BS. If my brakes were in good working order and not making a peep or showing any signs of needing to be replaced immediately prior to coming to your service department and the very next day the complete opposite can be said, I'm thinking it's not my fault. I was basically spoke to as if I am a moron who does not take care of her car. I assured him he could check the service records to see how much money I have dumped into their service department on "not taking care of my car". He asked what would make me happy. I said a refund. I was told that he'd have to speak to the General Manager. Cue the worst customer service I have ever received...yes, Nick Florio (GM) then called me. Never in my life have I been talked to this way when conducting business. "He took the time to call me" as he put it, ummmm, THANKS FOR DOING YOUR JOB. I let him know how ridiculous this has become and how I did not plan on being a returning customer after this experience in which he responded with, "well, how do I know if I give you a refund that you still won't write a bad review?" Well, Nick, how do I know when I schedule an appointment that it will actually begin on time and won't go past the quoted time? He then stated that he'd have to get permission to refund such an amount and that he'd call me back within 5 minutes. That was at 2:02pm. He never called me back. Instead, on 10/4/18 at 8:49am he had Jeff call to tell me that the only thing they could offer was a free oil change the next time I came in. WHAT A JOKE this place is. Their lack of professionalism is astounding! It goes without saying, but I'll say it anyway, I will never be stepping foot on that property again...for services or any future purchases. They treat customers so poorly no matter how loyal they have been. You'd think $68.95 wouldn't mean as much to them as the THOUSANDS of dollars I have spent over the past 5 years. SAVE YOURSELVES some money and from the complete headache of dealing with this place and go somewhere where your patronage will be valued! read more

My daughter leased her second vehicle from Hertrich in New Castle Delaware. Her experience 3 years ago was very positive had an experienced sales person. This time not at all, they misrepresented the pull through process, it wasn't until we were signing paperwork that we realized they were shorting her $300+, then didn't give clear direction on getting refunded a payment that was recently made. Also, was asked to sign a paper that said even though they had possession of her return lease they wouldn't be responsible for damages but never offered to walk around the vehicle with us. I followed up with the Sales Manager Chris Anderson 2 days later with our concerns specifically that she is out now another $300 and what could he do to help, his answer was basically nothing. Was very good at giving a stock response but it is obvious only cares about selling vehicles and not customer service. I have leased 5 vehicles from Porter Nissan and always have a positive experience with professional sales representatives. I hope in 3 years I can convince her to change dealership and car manufacturers, I will never set foot back into the dealership or would recommend them. read more

Buyer beware of used cars.. If you are considering a used car from this dealer, be aware of misrepresentation. We found a great looking car on line and enlarged the many photos provided. As we were from out of state and hundreds of miles away, we requested additional photos based on the seller's verbal comments about one noted scratch. We were assured the car was in great shape. In fact, the dealer posted these comments about the vehicle: "It has been well maintained by 1 local owner with a clean AutoCheck!" As we neared the vehicle for a first look, it was very apparent that the 2012 vehicle had a rippled area where it had been hit and recently repainted. It was claimed to be unnoticeable when conversing with the dealership prior to our trip due to the sunlight on the day the walk around was done. Really; by the people in the car business who portray themselves knowledgeable experts? Upon further inspection, it was evident that the vehicle had had the entire front and side repainted, as fresh paint and over spray were detected. Needless to say, the clean AutoCheck was due to the fact that the necessary bodywork was not turned in to a repair shop, and thus would not show up on a used car history. report. This was done either by the dealer before we arrived, or by someone not caring to do the job properly. After driving for hours, this car was misrepresented enough that it was not even worthy of a test drive. This is the second time time we have had used cars misrepresented by large dealerships. Based on our first (and last) experience, be aware that what you see is not always what you get here as far as used vehicles, and there are too many places deserving of your business. read more

I couldn't be more impressed with Acura! My mom had been looking for a new car for the past couple of weeks and was unsure what to purchase. We went to a numerous different dealers and not one was as friendly or as easy to work with like Acura. From the moment we pulled into the dealership, everyone was genuinely friendly and made us feel comfortable. Our salesman, Kevin W., was excellent! Normally when you walk into a luxury car dealership, you get a sense of "snootiness" from the salesman, but in this case it was the total opposite. Kevin made us feel very comfortable and didn't put any pressure on my mom to just buy right away. He was very personable and easy to talk to. My mom hasn't had a new car in YEARS, so all the bells and whistles were somewhat overwhelming to her. Kevin was very patient when showing her everything the car has to offer, which to me is very important!! Along with Kevin, the sales manager was also very easy to work with. He did everything to get my mom where she wanted to be with the price and just like that the car was purchased. My mom and I couldn't believe how easy and fast it was purchasing her new car!! I highly recommend Hertrich Acura!! read more