Service Department's Reviews

4.7

(2,791 Reviews)

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Recent Reviews

Loretta Y.

Middletown, DE

02/05/2025

Category: Service

Disrespectful demeanor

I brought my car in today because the check engine light has been coming on and my mechanic's diagnostic scanner indicated a catalytic converter problem. I knew that is under warranty; that's why I brought it back to the dealer.
DJ called me back and spewed a whole list of general maintenance work they were suggesting I have done. DJ told me that my car's symptoms (I had no "symptoms", just the cat converter diagnostic code) could be caused by any one of these issues: spark plugs, fuel injection cleaner, something about a throttle but I did not catch entire sentence because he was talking so fast, rear and front brakes (my mechanic just put new tires on my car and checked the brakes), cabin fuel filter (changed by my mechanic). Then reminding three times that he got this cat converter under warranty and saved me $2500. No, the cat is under warranty and I am entitled to have it repaired. I understand that service managers get commissions on the overall revenue of the service department. That's okay with me as well as recommending service.
During the conversation, DJ twice said "now, young lady here's some things you should know" (BTW I'm old enough to be DJ's grandma), talking so fast, talking over top of me, and when I called him on his poor phone etiquette, raising his voice, and saying "well, should I call you OLD lady".
I will not be coming back to this dealership for any reason or buying a Hyundai. Is this how Hyundai thanks me for my patronage?

David B.

Kennett Square, PA

01/10/2025

Category: Service

Excellent customer service

DJ and Tommy were excellent! Both were genuinely interested in helping. Transparent communication, quick diagnosis, clean comfortable waiting area.
Thrilled by this experience.

Andrew M.

Middletown, DE

09/30/2024

Category: Service

Typical dealer Bs

We corresponded ia email to establish a trade in value for my Honda Ridgeline at $24,500. After waiting several hours for “approval” the offered me $24,000 and added a $899 administrative fee and raised the price of the car they offered me for $30,904 via email. Dont trust these people

Eric B.

New Castle, DE

02/08/2024

Category: Service

Service department bad

Had 2017 Hyundai Elantra towed there two weeks ago and it took them two weeks just to get to the was told that I would be able to get a loaner which I never got. I called them everyday and went there nobody could tell me anything about my car until today two weeks later. They said the car had to many miles so didn’t qualify for loaner car. Two weeks is ridiculous long time to tell someone what’s wrong with their vehicle and on top that I called for two weeks and left them messages no one returned my calls. I will never or recommend anyone to buy Hyundai vehicles again!!

K F.

Wilmington, DE

01/05/2024

Category: Service

ABSOLUTE WORST SERVICE I have ever experienced in my entire life!!!

My vehicle was delivered to them on a Tuesday for a scheduled appointment. I kept calling and calling for 2 months and they weren’t able to give me updates, kept putting me on hold and hanging up. They kept switching me with different service providers. My car is currently still there with no answers and they aren’t giving me a loner car. It is now January 5th and still no update on my vehicle.
The service department and management team sucks!

Gabrielle B.

Wilmington, DE

12/19/2023

Category: Service

They damaged my car

Dropped my car off to have the recalled latch replaced and when I picked up my car the trunk motor is damaged and making noises. I went back to talk to the mechanic who also agreed and admitted that when I dropped off my car there were no issues with the trunk motor and said I have to pay for repairs and they would send me a quote then rushed me out the door. I tried to call and message them about the issue as I should not have to pay to repair damages caused by their mechanic but they have so far been ignoring me. DO NOT GO HERE!!!!

Martha C.

Newark, DE

11/29/2023

Category: Service

Warranty engine work

My vehicle has been sitting at Hertich Hundai in New Castle since Oct. 31, 2023. The engine seized and should be covered under the extended warranty. It took me 2 weeks to get an appt on Nov. 14th. I call every day and no one gives me any answers. They place you on hold and never come to the phone.If you do happen to get thru to someone in service they continue to see the warranty people are looking into it. I've been told lie after lie. I was told the car would be diagnosed on Nov.14th and I would be entitled to a rental. From Nov 14th to today I've been told the warreny Co. Is reviewing it and they can't provide rental. I have been in a rental since Oct. 31st at a cost of $900 out of pocket. I do not have a 2nd vehicle and no other way to get to work. I have to take the rental back because I can no longer afford it. I called today was placed on hold ..each time I'm told Megan is my service advisor and she is either away from her desk or on another line. She rarely calls back even if I leave a message. She told me to bring maintenance records there by 5 on Saturday. I did so by 4 45 and her and the service people were gone for the day. This is the WORST CUSTOMER SERVICE I EVER EXPERIENCED. DO NOT USE THEM FOR AUTO REPAIRS. TO DATE I STILL HAVE NO VEHICLE AND NO STATUS. My regular auto shop took 2 hours to diagnose the problem. They took 2 weeks and it's still not resolved.

Martha C.

Newark, DE

11/29/2023

Category: Service

Warranty engine work

Martha C.

Newark, DE

11/29/2023

Category: Service

Warranty engine work

Tina S.

Wilmington, DE

10/09/2023

Category: Service

BEWARE: HERTRICH HYUNDAI - ONE MONTH FOR A 2 HOUR REPAIR!

My vehicle was at Hertrich for ONE month for a simple steering column repair that took approximately TWO HOURS to replace. The service writer originally handling this was let go and NO ONE picked up his work for an entire week! He had also quoted FOUR different prices for the work, which didn’t seem to phase Service Manager, Tom Kitts, when I brought it to his attention. Because of this shoddy management, the part wasn’t ordered which I only found out when I stopped by to check since the Service Dept NEVER returns phone calls. My last attempt at calling resulted in being on hold for 20 minutes and 49 seconds. When I hung up and called right back, I was told the Service Dept was closed! Now 2 1/2 weeks have passed and then the excuse was that they couldn’t get the steering column assembly. When I tried to help by locating one online, the excuse was that they “don’t use after market parts,” despite my willingness to waive any warranties and since I was now into a rental car for $900.00 and 3 weeks! “Coincidentally,” they just happen to locate the part that same day at two (not one but two) locations in Ohio! Hertrich also initially agreed that the Electronic Control Unit was covered by the Federal Emissions Warranty since my car qualified having less than 80k miles on it; they retracted on this claiming that the ECU wasn’t covered! I even brought all of this unprofessional service to the attention of the GM, Mike, who initially promised a “goodwill” reduction in the cost of the repairs and then retracted on that, too! Throughout this hellish process, the only truly concerned employees were Ingrid and Lisa who, unfortunately, have very limited authority.
DO NOT HAVE YOUR HYUNDAI SERVICED AT HERTRICH HYUNDAI, THEY DO NOT DELIVER TIMELY, QUALITY SERVICE AND DON’T HONOR FEDERAL WARRANTY PROGRAMS.

Benedict S.

New Castle, DE

10/07/2023

Category: Service

Poor service

I was approved for car wash, but car was never washed. Document says i declined the offer. I never did. Had agreed with Megan on Engine filter replacement but went ahead to replace cabin filter instead.

Sherry F.

Elkton, MD

08/24/2023

Category: Service

Hertrich service is NO service

Service manager completely ignores you! Megan, service rep ignores calls, messages and emails. Now receptionists ignore your calls and you automatically go to hold that is never answered no matter how long you wait! My car has had a check engine light problem for over a year! It has been towed back to Hertrich 3 times since June with the same problem of losing power and the check engine light flashing. It throw the same 16something every time, which is in the class action suit against Hyundai Corporation and the new extended warranty if it is the rod connecting problem. However Hertrich can never get Corp to agree it needs a new engine! Lol Hertrich only wants to sell you a job which has NOTHING to do with the major Problem your car has been having! Why???? Does the Hyundai Corporation allow Hertrich to sell and Maintenance their vehicles???! Do you think it is because Hertrich does such a good job at not fixing a manufacture defect???and stringing you along until your warranty is up and you are out a car or have to pay for a new engine?!?!food for thought! Oh Hertrich don’t forget to send one of your generic responses. Owner response..BS! Hey owner why not phone me you have my phone number; I would like to hear your voice and your explanation!

Sherry F.

Elkton, MD

08/24/2023

Category: Service

Their service is NO service

Service manager avoids you totally! Megan, service rep avoids you, now reception avoids answering and you are put on automatic hold forever. My car has had a check engine light problem for over a year. It has been towed to Hertrich 3 times since June. Same thing as other reviews; Hertrich wants you to pay for something major, like a brake job, which has nothing to do with the major problem you are having with your car. My car has throw the same code the last 2-3 times it has been in there. It all has to do with the 16something code that is in the Hyundai Motor Corp Class Action Suit and the new Extended Warranty to cover engine damage due to rod connecting etc. That is a laugh too! I had a case number and a rep from Hyundai Motor Corp. who was supposed to help get Hertrich to repair my car. Obviously that never happened! He was only there to act nicey nicey with me and tell me not to worry. just like many other customers; they are playing with you until the warranty expires and you are out a vehicle or paying for a new engine. Why???? Does Hyundai Corporation even allow Hertrich to sell and service Hyundais?????maybe Hertrich is good at putting customers off and not fixing Manufacturers defects????Maybe we should stay away from Hyundais and anything else Hertrich sells and maintainces!!!!! Hey Hertrich don’t forget your generic response to a negative review! Owner response is BS! Hey owner give me a call I would like to hear your voice and see what you really have to say! Hertrich has my phone number.

Lynn J.

Wilmington, DE

01/18/2023

Category: Service

Superb Service

My 2018 Santa Fe needed to be serviced due to a recall issue. The service Tech Omar was professional, polite and knowledgeable. He helped me get a a shuttle transport to pick up my car. Thank you for great service.

Dominic R.

Williamstown, NJ

12/21/2022

Category: Service

9 weeks and still waiting for my car to be fixed

Brought the car into Hertrich for Warrenty work. Needed a strut after 3 1/2 weeks Warrenty finally approved the strut to be ordered. Took 2 weeks for the part to come in and installed. Once installed they realized it needs a air compressor. Service claims it too more than 2 more weeks to get Warrenty to approve the compressor. Another 2 weeks to find and ship the part. Today is the beginning of 9 weeks and still they don’t have a compressor in-house or my car completed.

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