Hertrich Acura

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Address: 120 S Dupont Hwy, New Castle, DE 19720, USA

Phone: (302) 544-9410

Website

State: Delaware

Zip Code: 19720

Opening Hours

Monday: 7:30 AM – 8:00 PM
Tuesday: 7:30 AM – 8:00 PM
Wednesday: 7:30 AM – 8:00 PM
Thursday: 7:30 AM – 8:00 PM
Friday: 7:30 AM – 8:00 PM
Saturday: 8:00 AM – 5:00 PM
Sunday: Closed

Update Info

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Reviews

I went into Hertrich Acura in July to get my car looked at for a problem that is covered under warranty. The service manager at the time told me he would take care of me but to give him some time. He said he would need to clear it with his area manager. Sounded good to me, so I waited a couple weeks. I proceeded to call him and he told me to be patient. Ok, no problem. Fast forward two months and still nothing. I called and left a message for him through one of the schedulers that works there to see if he had made any ground on the approval. I heard nothing from him, so I decided the next week I would go into the dealership. Upon arriving at the dealership, I found out the service manager I spoke to doesn't work there anymore. They told me the new service manager wasn't there, so I left my contact info for them to give to him. A week later I called again and once again left a message because he was apparently busy. It has been a month since I left him that message, and I have not heard back. 

It has been 4 months since I reached out to them to get my car fixed. It's a simple problem that is covered under warranty. This dealership's incompetence when it comes to taking care of such an easy fix has me seriously questioning how they function at all. This entire process has been extremely frustrating. It is a shame there are no other Acura dealerships in my area or else I would have been able to take care of this much quicker. It has come to the point where I would rather drive an hour away than deal with them again. I would not recommend this dealership for services to any of my family or friends. I can not speak about their sales department, but I hope they are more functional than the service department.

 9 years ago (10-11-2017)

I had a decent experience purchasing the car but the service department is so disorganized. It takes a ten minute wait on the phone to schedule a service. If you resort to the online application it doesn’t work properly. When you get here no one waits on you or greets you. An appointment time is just a suggestion.  The new waiting area is great!! Also I’ve been trying to purchase all weather mats for a year. I still don’t have them. I do love my Acura!  Acura makes a great product but I may hike to West Chester for my next service.

 9 years ago (27-10-2017)

Excellent service experience today. Rachel was thorough and pleasant to work with and Hertrich is lucky to have a Service Associate like her.  Larry , the master technician checked everything and ensured that which needed attention was reported back a for discussion and decision.

 9 years ago (05-12-2017)

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.

 9 years ago (19-08-2017)

Took my car there in perfect condition then they did work on it.  Like a week later my car started to act funny and then in it back to aura and they told me they told me I needed a transmission.  They wouldn't take responsibility for what they did so do not take your car here.

 9 years ago (17-10-2017)

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