Hertrich Hyundai of New Castle

On-line pricing, a dealership that listened to what we wanted and found that vehicle-and they made sure that we were familiar with the technology before we left. The finance department was easy to work with too. Our best experience yet.

We had a really positive experience at Hertrich. What we expected to be a stressful and complicated process turned out to be smooth and manageable, thanks to the team—especially Walter and the manager Mack. Walter was helpful, patient, and took the time to understand what we were looking for in a family car. He made sure we felt informed and comfortable throughout the process. The manager Mack also played a key role in making everything come together efficiently. In the end, we left with a great vehicle that fits our family’s needs, and we felt well taken care of throughout. We’d definitely recommend Hertrich to others looking for a reliable and friendly dealership.

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 knew something was wrong and carried along with it. Right after that, after 72 days of the dealership sitting on the bill, Hyundai Finance reported as late, dropping 50+ points on my credit.