WARNING - Do NOT purchase from Hertrich Hyundai of New Castle This has been one of the worst experiences I have ever had with a dealership. I purchased a brand new 2024 vehicle (under 1,000 miles, straight from the showroom), and within the first month it needed a full steering column replacement. Within two months, the sunroof began leaking. When I brought it in for repairs, the dealership outsourced the work--and returned my vehicle with additional damage, including exterior scratches, a ripped interior liner, and a still-broken sunroof. After returning the car immediately, they attempted another repair and then claimed a rodent nest was found, with damage to the airbag system--damage that was not present during the first repair, meaning it occurred while the vehicle was in their possession. The car has now been at the dealership for over 60 days. Instead of taking responsibility, they tried to push me to file a claim through my personal insurance for damage that clearly happened while the car was under their care. That is completely unacceptable. The situation became even more frustrating when the manager, Chris, demanded we pick up the vehicle immediately--even though it was unsafe, with a rodent nest still inside and a chewed-up airbag system. Our insurance company attempted multiple times to contact him and received no response. We showed up before the deadline he gave us, only to be told the paperwork wasn't ready and to come back the next day--completely wasting our time. As we were leaving, he came outside, crossed his arms, and laughed at us. It was incredibly unprofessional and disrespectful behavior. To make matters worse, the dealership even tried to argue that this was "not a new vehicle," despite selling it as one. The vehicle has since been acknowledged as a lemon, which says everything about the situation. The lack of accountability, poor workmanship, and rude, dismissive behavior from management is unacceptable. I highly recommend staying far away from this dealership. I will never purchase another Hyundai and will never return to Hertrich again. read more

The absolute worse experience I've had with a Service Dept. Aug 28, 2025 took our Santa Fe in because the panoramic sunroof wasnt working properly. We were told the entire sunroof needed to be replaced. We were told the new sunroof would be in on Sept 3, 2015. The sunroof finally came in on Oct 2 or 3, 2025. We were then told to bring the vehicle in on Oct 13, 2025 and it would take 3 days to replace. We dropped it off on Oct 11, 2025 and told Tom(Service Mngr) wed be out of town and would pick up the vehicle on the 20th or 21st. On the 20th, on our way to pick up the vehicle, I spoke to Kevin(Service Advisor) that it would be ready on the 22nd. I asked to speak to Tom to find out WTH was going on. Tom told.me a part had to be ordered and it would be ready on the 23rd. I then spoke to Brenda Daniels(GM of Service Dept), she informed me that our vehicle would be ready on Oct 27. I already had our situation escalated to Hyundai Corp of America and Muhammad is our representative there. I contacted him to express our displeasure of what's going on. He said he'd look into it and get back to me. Muhammad called back the next day to tell me our vehicle would be ready on the 23rd or 24th. Shortly after that Kevin called to let me know our vehicle is on schedule to be ready on Oct 30th or 31st. This place is so F'd up nobody knows what the F is going on. Avoid Hertrich at all cost is all I can say, and that includes the Dodge location in Elkton, MD. I've had an issue with them too. read more

I went to Hertrich Hyundai with my leased Santa fe as my lease was ending, and I wasn't sure if I had any equity to roll into something else with reasonable payments. I was not in a situation where I could put anything out of pocket for a new vehicle, so I made it clear that whatever I got would be 100% financed. We quickly realized leasing a new vehicle was out of the question due to costs, which was fine with me, as I really wanted to purchase something used, and wasn't really interested in another lease. I worked with Walter and he got me into a 2020 Palisade that was right in my price range, has everything I wanted & more & didn't have to put anything down. It was a very long day, but it was worth the wait. After having the vehicle for one day, a light came on indicating an issue with the headlights. I brought it back in & they replaced a bulb, at no cost to me. They also washed and refueled my car! Overall, great experience with Walter and the rest of the team at Hertrich Hyundai, I will be back in the future! read more

How can you sell EVs, but not have anyone qualified to do the (included) service on them? If you can't provide the service, you shouldn't be allowed to sell the product. read more

I visited the Hertrich Hyundai about 5 times in January, initially with the intention of buying my current lease. Always working with the same agent + finance personal, I always told them my absolute requirement was to either buy my current vehicle or to give it as a trade-in on a new deal. I was offered a check to cover the estimate return fees but declined saying I wanted an official trade-in. We had written in paper throughout the visits, all the financial aspects of the trade-in, the numbers we tirelessly tried to work on together. I would always ask for a copy of the papers, always being told I could not take them nor a copy because they were to be filed with the dealership to be kept safe. End of January I was invited to come in by emails + calls, mentioning incentives + dealership had to meet their quote. I came in January 31st after work -between the sales agent and the financial guy walking the deal from one desk to another we made a deal, they shook my hands, giving me the guarantee it would all be as promised and we would have no problems with the trade-in and the new deal. I recall asking what if I got a bill on the trade-in, their response "ignore the bill it will go away". It was end of the business day, dealership was closing. I offered to come back next day, to finish the deal, was told my current vehicle had been quoted for and taking it with me could affect the deal. I was rushed to sign the contracts, between iPads and cellphones, as the lights were being turned off. I recall asking, where is my trade-in listed in the contracts, then being told not to worry, it is how its done, they guaranteed the deal. I was rushed and left with a car that had not been detailed. Time goes by, I get a bill from Hyundai finance with the lease return fees (a bit over $2k). I reached my sales agent a few times, explained the situation - no return. I called several times, leaving messages and no response. I reached the GM once, he asked for the bill, sent him a copy by email and was told he would work on it - nothing after that. I called again asked for the finance guy, "Oh Nick? He left, we have a new guy now".. spoke to the new guy, gave him all info, was told I would hear back from him - nothing. I was told during the times I called they were working backwards on deals because more people were on the same situation I was, people were let go at the dealership, and the new people were not up to speed yet. It got to the point where they were all in meetings, never available, I would leave messages and would never hear back. When I got the second letter from Hyundai I physically walked in the dealership. I waited for almost one hour, spoke to the GM, he pulled the "documents he found", he said nothing reflected what was I saying. I waited on the finance guy that was aware of the deal, the one shaking my hands, and my sales agent that had worked through the entire month of the January with me. They looked at each other saying "I do not remember you, no I do not remember saying that". I asked my sales agent, lets revisit all the paperwork we had put together throughout the visits, we can easily clarify, his response: "Oh we do not have anything on file, it has been destroyed", without even looking for them. They had it all figured out even before I got there. They looked at each other, shrugged at each other, and just acted like I had no idea what I was talking about or who I was. At that point it sank in, what they did, why they did not return my calls, why they sat on the bill. I asked the GM if he was ok with that, he also acted like he did not have anything to add, said he would reach out to "Nick" for clarification, and Hyundai Finance for assistance, then get back to me. I walked away knowing he would not and he did not - he might not have been part of the problem initially, but he knew something was wrong and carried along with it. Right after that, after 72 days of the dealership sitting on the bill, Hyundai Finance added the bill to my credit report as late, dropping 50+ points on my credit. read more

Had an appointment at 11 am for a simple oil change, it's now 330pm and they still haven't touched it. They get to it when they get to it. Quote from William we are to busy and don't have time to get to it right away. When it gets done it gets done. William is disrespectful and shouldn't be in customer service. Texted the number they give you when they take your car in over two hours and still no answer from them. You have to call then wait 10 mins on hold to even get an answer. Then you car will be ready by 5pm they close at 5pm but come pick it up. This place is a joke save you time and money go to anther dealership. read more

I booked an 8:30am appointment at the dealership. I took my car in for a routine maintenance (30,000) miles. In the beginning my rep (Will) assured me that at the time I may only need an $80.00 oil change.I was very happy to hear that seeing that the cost for entire maintenance would be around $375.00. I also asked about a courtesy shuttle back home and returning when the job was done. Will let me know that it would be a few minutes which it turns out to be 30 minute wait. The shuttle driver was very courteous and kind, nice conversation on the way home. After waiting at home(2:30pm) and not receiving a phone-call, I call ed the service department which had me on hold for 20 minutes just to get an update on my vehicle. Finally I spoke to Will who told me my car was ready and they only did an oil change but someone was supposed to contact me via email and/or phone that two other things needed to be done that was suggested and would cost upwards of $700.00. I told him no thanks, he then he said my car will be ready and I would get a call in about an hour via shuttle. Ad I am writing this it is 4:30pm and no one has came by to pick me up. I don't know what is going on with the dealership/service department/customer service at this place. I would NEVER EVER suggest anyone that asked me to go to Hertrich. This is the worst!1111 read more

I don't know what's going on there maybe it's staffing issues but the service is subpar. I'm having a paint peeling issue and currently 18 months In trying to get it resolved. Part of the job was done but it seems almost impossible to get the rest done. Hyundai Corporate is even having a hard time resolving it with them. My last visit there for brake service I sat in the waiting room with several other customers who all complained about their service issues. I'm going to find another dealership for my service needs. I wouldn't recommend them. read more

Still waiting almost 2 months for promised refund of unwanted fee. Buyer beware!! Thanks

Great place to purchase a car and service. I purchased a preowned car, and service my others and have never had an issue.

I wish I could give zero stars. So I purchased a 2013 Hyundai Veloster 2 years ago, and now when I drive the engine shuts off randomly when I break for red lights. I have had to get towed 3 times, and each time the dealership couldn't find anything wrong. Obviously they don't have mechanics that know what they are doing. They insisted on having my car for days without providing me with a rental. I'm still paying for the car and I can't even drive it, I am also paying for a warranty but they refuse to fix my car. They offered to sell it back to me, but why would they want a car that they supposedly don't know how to fix. When I got a quote for a new car they added in what I still owed on my other car, this would be fine except they sold me a car I can't drive over two years and that they can't fix. Sales guy John acted like I was an inconvenience, he had an attitude the whole time. Don't waste your money here. read more

I am a huge fan of Hyundai and chose to come to the one in New Castle because I had done regular maintenance there and thought they did a good job and were fair. Unfortunately over the past year their practices have changed and I would never recommend their service department to anyone. Brought in my Sonata for an oil change, my trunk button disintegrated, and to to repair the drivers side window that was off the track. The trunk button which is not recalled but is a known issue on the Hyundai forums was not covered under warranty (not the service center fault) but this is where the issue start. They recommended changing the trunk button so I found it online and it is a $30 part but the service center charged over $130 for the part and $170 to install it because it was "special order". I knowingly over paid for the part and got it through the dealership because of the other work. When they finished the oil change I was told that they couldnt find an issue with the window, which is clearly off the track, and basically that the tech "didnt feel like working on it today". I had to come back to get the trunk button installed so I figured they would look at it then. On the day of them doing my trunk button replacement (which I overpaid over $100 for) I show them the window issue again and then I am told that even though this is a warranty issue I would have to pay over $100 diagnostic fee which is ridiculous for a warranty repair and from then on I basically got the impression that they were doing everything they could to not fix the problems that are covered under warranty. I am not a frugal person and like things done correctly which is why I choose to have my vehicles maintained at the dealership even though it costs more but this dealership seems more concerned about nickel and dimeing its customers to death than actually providing good customer service. read more