Hertrich Acura

First off let me just say I had written on here before. I gave them a second chance. I am writing this to warn others about my experience. I took my car in for its routine service on May 4, 2018. I always take my car in every 5000 miles which is recommended. Donna the service advisor tried to tell me that my car was due for a tune up which is recommended at 100,000 miles. I stated to her that I believe I had the done. She stated that I did not. I said I need to check my paperwork at home before I say yes because I am pretty sure I had this done. She insisted that it was not in the system that I had. I moved on to the next subject which was once again how my tire sensor light keeps coming on. I have taken this car in serveral times and I have even kept a log of when the tire light was coming on. The last time I mentioned it to them there answer was that it was just low. That was at my last service appointment on November 17, 2017. So I am waiting for my vehicle and after an hour and half which seemed kind of long for an oil change she comes over to me and says your tire sensor needs to be replaced. I state to her that I have replaced them previously. She says let me go check. She comes back with an attitude stating no you did not. I know for a fact that I did. So once again they are accusing me of lying. She becomes very rude to me and states no you did not. She comes back with a printout which is pretty much useless because it is not detailed. When she gives it to me she has to state you will see you did not have this done with a major attitude. So she leaves and then comes back with a list of things that need to be done. She continues on about the sensor I state to her I have had this done. I can see the service manager Jeff also looking. She states in a very ignorant tone no you did not. Finally I say you know what I am not getting anything else done here I am done. The service manager then hurries over to talk to me. I am very upset and say to him I am finished to just give me my paperwork so I can pay for the oil change as I will not be back since this is the second time you are calling me a liar. He then says lets go into my office. Obviously he didn't want other people to see me calling them out.We go into his office. I am extremely upset since I have been coming to this place and haven bought all of our cars here since 2003. I have gotten all service done here. I am still having the same issues with tire light in which they have now stated all of a sudden it is a sensor issue but what is funny is that before they just told me nothing was wrong and they were just low. Kind of interesting now they find the problem but they couldn't before. While I am in his office I say i want a detailed description of what I have had done because I know that one I have had the sensors replaced before and second I know that I have had the tune up done.Jeff was nice and did take the time to go through everything with me but it shouldn't have gotten to that. If Donna would have did her job correctly this would not be happening. All she had to do was look in the system thoroughly and she would have seen that I have had this done. So as we are looking he says you had 4 new tires put on and then 2 tires put on three months later. I was like NO! Why would I have had 4 tires put on and then two new tires 3 months later. I said to him that doesn't even make sense. So he then goes into the ticket. Guess what he finds? I DID have two sensors replaced but of course now the warranty on them is expired. My point was, but I have been bring my car in with the issue with the tires losing air which could have meant that the sensor was going bad at the time. He tell well I can't assume that. I have to go by the paperwork. Of course he does but again I do not trust them. My point was that I was bringing the car in because of the tire light and no one had an answer for me but now since the warranty has expired..

Spent 1400 dollars on extended warranty was told several times it was fully refundable if not used, nothing mentioned that if you trade your car in or don?t retain the car for the whole period your monies get prorated, it?s a rip off will never buy from this dealership again. I?ll go out of state before I ever purchase one of their cars again

I was looking for a Genesis G90 ('17 left over) and Hertich did not have it and was unable to bring it in. Brian Ferrell, located the car for me and answered every question I had on the car. Although I did not buy the car from him he took time to look out for me. I never spoke to Brian prior to this call which is what is so amazing for me. Brian, is a true standout in the automotive industry. Actions like that make people remember them for years and years to come. Genesis/Hyundai owes Brian some kind of award, he represents them very well.

Great purchase experience. We have never had a more friendly and welcome sale rep. Luis did an excellent job addressing our questions and presenting straightforward information specific to our purchase needs. We are excited to present this gift for our 16 y/o at Christmas, complete with complimentary bow.!

The only complaint I have is regarding having to write a review In this section. Laborious. Make me jump through fire hoops. give the salesperson his Commission-what he has earned.

Great Service! I had to have my Hyundai Elentra towed to the dealership on Sunday and leave it overnight because it would not start. The next morning I received a phone call from Jeff and he was so pleasant and made me feel at ease about my car. I was so stressed and worried but he made sure that they would take care of it. I am so happy to have my car back up and running. Hertrich Hyundai of New Castle is not my main dealership but after the excellent experience that I had, I will definitely bring my car back to them for any other service needs. Thank you so much Jeff for your great customer service! I hope everyone at Hertrich has a great Thanksgiving!

Excellent service and employees. I felt they helped me understand what I was purchasing and spent a lot of time with me. Thank you Hertrich.

Expressed what I needed and that’s what I received! No hassle at all! Great customer service. Very patient with me. Received great information on the car before purchasing. I don’t regret one choice! Thanks again!

Hertrich staff was friendly (sales person, sales manager, and finance manager). They made me feel very comfortable - no pressure at all. It took me a week to make my decision and Hertrich was able to answer all my questions and work with my needs.

Herbert was excellent to work with and I will recommend him to other friends interested in buying a car . He made me feel comfortable about buying a car and helped me find a vehicle that was right for me.