Hertrich Hyundai of New Castle Service
120 South Dupont Highway, New Castle, Delaware 19720
About the Business
Hertrich Hyundai of New Castle Service is a premier car repair facility located at 120 South Dupont Highway in New Castle, Delaware. Our highly trained technicians specialize in servicing Hyundai vehicles, providing top-notch maintenance and repairs to keep your vehicle running smoothly. From routine oil changes to complex engine diagnostics, we offer a wide range of services to meet all of your automotive needs. Trust Hertrich Hyundai of New Castle Service to provide professional and reliable care for your vehicle.
Contacts
120 S Dupont Hwy, New Castle, DE 19720, United States
Opening hours
Monday:
07:30 - 17:00
Tuesday:
07:30 - 17:00
Wednesday:
07:30 - 17:00
Thursday:
07:30 - 17:00
Friday:
07:30 - 17:00
Saturday:
08:00 - 16:00
Sunday:
Closed
Reviews
"Avoid this service center at all costs if possible. Ever since we purchased our 2019 Hyundai Kona EV, we were forced to use this service center as the other local Hyundai service centers don't really service EVs. It is nearly impossible to get a hold of any service advisor through their telephone prompting menu. During our most recently warranty work, we waited for backordered parts, which is no big deal because that's out of the control of the service center. What irritated me was the fact that one of the service advisors (Ricky) stated on numerous occasions that he would call me to inform me that the parts have arrived. We waited for over two months, with no phone call from RIcky. In the past, the service advisors told me to schedule an appointment after the parts arrive. Last time I did that, I had to wait an additional month for the next appointment. When it was two days before my scheduled appointment, I called to ensure the backordered parts arrived. Ricky informs me that he will "call me" if the parts have not arrived, otherwise assume the parts have arrived for your appointment. Ricky's communication has been lackluster to say the least so how do I trust his confirmation through no phone call. Any competent service advisor would take 2 mins to call the customer to CONFIRM that parts have arrived. When I call the next day, Megan (the other service advisor who handles EVs) had to dig through paperwork and actually go to the parts department to confirm the arrival of the backordered parts. When we finally drop the car off, NOBODY knows why the car is there. The lack of communication in this service department is atrocious. How hard is it to input notes on a customer's vehicle when they are the ones who recommended the warranty work in the first place? We had both front axle shafts replaced under warranty. Dropped the car off on a friday at 830am. Waited the whole day but nobody called me to update me. Same thing on Saturday. I waited until 3PM to call for an update. All of a sudden, our car is done. We had to adjust our work schedules on monday to pickup the car first thing ih the morning. When we finalized the paperwork at the cashier, we were informded the bill was $1k+, but that was because somebody closed out the work order without applying the warranty. No big deal. I noticed that the total labor hours for the axle shaft was 1.5 hrs. So our vehicle was likely done by friday afternoon, but not one single advisor decided to call us. Keep in mind, this is not the first time this has happened. We ALWAYS have to call to get an update on our vehicle. Sometimes we get told, it's been done for hours. To top it all off, the front plastic tow hook cover mysteriously disappeared from our car. The service advisors respond, "well we didn't tow it in, so we didn't lose it." One of the technicians certainly took the vehicle for a test drive after the axle shaft replacement because the range of the battery was decreased."
"I experienced the worst customer service, dishonest, unorganized, and poor management with no customer service skills. My Hyundai Santa Fe was clearly in an accident while at the dealership for a week and parked slanted not even inside the white parking lines, you couldn't even walk/squeeze between the cars. When I stopped by to get something from my car I immediately noticed the dent and paint damage on my front passanger bumper. I went inside and got the 2 managers to come came out, Tom and another man and they said it would be fixed and they would get to the bottom of it. I told them to pull the camera. I got a call at 4pm today that my car was fixed and ready for pick up, BUT they are not going to fix to my bumper that they damaged, and was told that I gotta go through my insurance. They told me to return the rental by 5pm today and it was exactly 4pm when they called to tell me this. I said no fix my car first, then Tom said he would call the Police and charge me with Theft if I didn't comply within the hour, no notice at all. Tom refused to give me a number to Corporate Office and basically took no responsibility for his staff wrecking my car like we never had a conversation day prior. So I arrived at 4:55pm with the rental as I was threatened with police. So when I arrived I went straight to Tom's office and asked him for Corporate again, and again he still refused to give me any further information to Corporate or even try to problem solve the situation, so he picked up the phone and threatened to call Police! I said go head please do so, so i can get a police report for their accident. The State Police arrived, which I was happy they did so I could get a Police report and show them the pictures of the damage and how the staff parked my car so carelessly. I got a police report, then googled and found the number to Hyundai customer service and made a complaint about this Dealership and its heen expedited up, so I'm awaiting a call back. I am highly disappointed in all the staff, except one, Charlie, he was the most helpful out of everyone. The lady who does the rental cars was very friendly and felt bad for my situation. I've never felt so disrespected in my life! I'll never go back to this Dealership!! Beware!! I'll post again the progress/outcome with Hyundai customer service."
"The staff are very friendñy and helpful and they do an amazing job repairing vehicles. My car was in the shop twice, and both times, they called me to update me on the status, estimated finish date, and made my car look and run like nothing happened."
"Called the parts department to check on tires for our Santa Fe Sport. We were told the tires were there and they would hold them for us but we needed to make an appointment. No problem … an appointment was arranged. My husband arrived (almost an hour away) for the appointment. No tires in stock!! Won’t be using them again. Go to Porters in Newark … at least they are organized and truthful!"
"Fast and friendly service. Always makes me feel at home. Plus they wash my car when everything is complete. 5 Stars!!!!!"
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