Reviews of Hertrich Acura (Car Concessionaire)

Kyle Megaw

Can't Answer Phones I Guess

Faithann O'Neal

My husband and I had the best car buying experience here! Oot was on point from the time we inquired about the car we wanted until the very end of the process! She remained in contact with us throughout day while we were at work and was very informative and relatable! Love her! And Chris the manager was also amazing & patient when completing all paperwork and answering questions while we had our kids with us! Awesome place, will recommend to anyone!

Lisa Kenney

Lorenzo Hendricks did and excellent job with us. He was very patient, answering all of our questions and demonstrating all the features of our new RDX. Buying from him was the best way we could compliment his level of service. We would recommend him to everyone. Thank you

Amro Mohamed

I walked into Acura Hertrich and was very lucky to work with Shaun Clark in sales for a Certified car that I purchased. Very pleasant and knowledgeable gentleman. I highly recommend working with him if you are in the market. Very personable and I am extremely happy with my purchase. Buying cars is stressful but Shaun was very patient despite the multiple visits we had to the dealership until we closed the deal. He is not one of those stereotypical pushy salesmen. He made sure that my needs in a car were met. When I buy my next Acura, i will be looking forward to working with Shaun again

Judy Richwine

Another great experience at Hertrich Acura of New Castle! All the staff were great, but a special thank you to Oeut & Craig for finding me the perfect Acura!

Chanel Dutton

I had a great experience with Acura, lorenzo, craig and chris were awesome

Victor Elia

I can never trust these guys. I am afraid when I have to take my car to the dealer. Notice there are a lot of 5 star reviews and 1 star reviews. That should tell you something. I would think given my knowledge of this place that it is much closer to the 1 star reality without fluff.

Bryan Powers

Oeut "Oot" Peou was a pleasure to work with in my car buying process. Being an out of Stater buying a vehicle for the first time over the internet site unseen was a leap of faith! Oeut took the time to answer any of my questions and to put me at ease and really motivate me to travel the 350 miles to purchase my gently used vehicle and trade in my current vehicle. Thank you and I would highly recommend this same experience to anyone else as long as Oeut is on the sales side of things!

Thomas Dalton

Worked with Oeut to buy a pre-Owned ILX. We don't live near the dealership, and she went to great lengths to make it worth our while to purchase so far from home.

Tina Morrison

They tried to sell a brand new 36,000 car to my Dad who just had his car serviced. While waiting for service they took advantage of a man with dementia. His current vehicle blue book is 15,000 and they were giving him $6,000 for it. I called and,was put on hold for almost an hour trying to inform them of his mental health. They did not care. Total ripoff!

Clayton Meeks

I have had three cars through them and have never have a problem!

Sandy Bonomo

Amazing service from the minute I walked in the door until we drove away in our brand new MDX. A special thanks to Oeut who answered all of our questions and took the time to explain all the great features of our car. Thanks to Tom in finance for all of his help. Huge thanks to Craig for pulling this all together and making this happen for us! We love our new car! We would highly recommend Hertrich Acura!

Christopher Taraska

I picked up a new RDX and had a fantastic overall car buying experience at Hertrich Acura! My sales lead Lorenzo Hendricks was excellent! He did not pressure me, was very knowledgeable and provided great customer service. The GM Craig Munholland is terrific and went out of his way to ensure that I got a great deal and left feeling like a valued customer. I would highly recommend this dealership if you are in the market for a new or used vehicle and want up front honest & competitive pricing with terrific customer service!

fluorescein fluorescein

Notice how many of the reviews are either 1 star (wanting to be zero) or 5 stars? Well that has been my experience but way to many zero stars and I will never go back. In fact, this place has put me off Honda vehicles all together. I do not need to go into every detail, they are simply awful. The final straw was charging a lot for work that then did not fix te problem and wanted a lot more to 'really' fix the a/c. It was b/s. Finally, comments about the internet appointment service not being effective, absolutely true. If you use this, you will show up and they will have no idea why you are there. I was even old once that the woman running it had no idea what she was doing. For a semi-luxury brand, they should at least know what they are doing and not continually making excuses while charging you.

Wayne Lawrence

Really wish I followed B. McGinesses advice below and took pictures of my car before the service. Took it in to get the airbag recall taken care of. I told the advisers over the phone and 2x at the dealership that I DID NOT want the car washed. Of course, it was washed and returned with scratches all over the paint and the chrome moldings (2nd Gen RL) scratched and scraped up. Service mgr had most of the scratches buffed out, but I'm scared to even look at car because I know I will find more. To make it worse, my glovebox door now has a dime sized gash which the tech is not taking responsibility for but the dealership is supposed to have repaired next Friday. Not looking forward to that at all.Terrible experience, except for a helpful service rep named Kent and the beautiful NSX on the showroom floor.

Nellie Rodriguez

I just recently purchased my vehicle from “Oot”, and I had such a great experience. She was attentive, kind and very knowledgeable about the vehicle I ended up choosing. I had just left a Nissan dealership where I felt pressured to buy and felt like they were not listening, but instead pushing their vehicle. Oot was amazing and I’m very happy with my car!

Wanda Spraker

I don't have enough words to express my satisfaction with the service I received from the moment I walked into the dealership to the moment I left as a happy owner of a new Acura. Lorenzo helped me through, and worked with me to make sure I was a satisfied customer. Highly recommended.

Katie Morrison

Couldn't be happier with the way that I was treated! It was a professional environment that made me feel welcome and calmed my nerves during the car buying process! Would definitely recommend going to Hertrich of New Castle and will be a customer for life!

Hasib Ahmed

Wanted to rip me off by charging over $2000 to fix things that didn't need fixing. My mechanic laughed when I told him that they recommend I needed new rotors (they were almost brand new). Then I went there again when Acura extended the warranty for their compressor clutch (RDX have faulty AC compressor clutch). Took my car to Hertrich, they opened it, and did not put the belt back on properly. Drove my car home, belt got hot and snatched, breaking my whole compressor. Paid $300 for towing, and $1600 for compressor. I'm getting a lawyer. Hertrich would not even give me a discount for fixing something they messed up.

Mandy Sinhal

These 2 dudes sitting in manager room.maybe they are manager or owner .they were so rude I felt uncomfortable to go near them and ask for reduction price. They are both are not fit for customer service or running such business

Cleve Pile

Awesome... Opeou took awesome care of me and my sale of my car... Better than Carmen Ford ..

April Pierce

Run far away from this place. I bought a used 2012 Infiniti last month for 17,000 dollars. The very next day after buying the car, it wouldn’t start because the battery was dead. They did replace it but they were so nonchalant about it, as if it’s no big deal that i was stranded 50 miles from my home because they never did something as simple as a battery test. Next up, three weeks later the brakes were noisy...took it back, they said there was no problem...so i took it to Infiniti for a second opinion. Of course, i need new brake pads and rotors. I asked Hertric to help cover the cost because i only had the car for three weeks, the service manager gave me this whole rant about Delaware law and how car owners are responsible for half...i stopped listening because once he started that, i knew they are running a shady shop over there. I don’t want them to even touch my car...I will never recommend this place to any potential car owner.

Meaghan Drummond

I hate car shopping and I’m in sales myself. I would describe myself as a good judge of character, and can easily say Lorenzo is such an amazing sales representative, he is the perfect amount of southern comfort, soft spoken not pushy at all and genuine. I really appreciated his patience and knowledge. Stop by and ask for him.

blk0306 .

Great service and friendly staff

Jennifer Bleznak

Had a great experience here. Thanks to my salesperson Lorenzo Hendricks who was always kind, courteous, informative, and answered my endless questions with patience and a smile.

Dave Siltzer

Easiest buying experience I have had. I test drove an ILX and TLX. After having them quote me a price for both with to packages. I had a price in my head I would think was fair. Not only did they beat it first try on both. They best it by a fair amount. They also gave me what I wanted for my trade in after I asked for said amount. After all this I was driving out with a new 2016 Acura TLX with the technology package. Very happy.

Barbara Morris

I have purchased 6 Hyundai's from them and have been extremely pleased with their products and their service department.

Terry Buchanan Gormley

Ripped us off and they knew it! This used to be our go-to car dealership, having been an Acura family for many cars now. But both Acura AND Hertrich have sunk to new lows, from their sleazy sales practices to the lack of service and customer attention. We are now a Lexus family, since we can't in good conscience give these people another dime. Not that the people stay the same - there's an entire new staff every 3-4 months, which should have told us something! Please, from one human to another - spare yourself the heartache we had to go through :(

Kalyan V. Vemaraju

Really disappointed with the customer service. I was told the service will take 45mins to 1hr. I waited close to 3 hours to get my car back. I am not even sure if the service was done right.

Lane Stoltzfus

First time buying from a dealership and everyone involved was excellent.

Chase Speers

Bought a 2010 Acura RDX this year and the buying experience was good. The car had a TSB on it for the ac compressor clutch to inspect and replace under warranty. Acura extended the warranty of this part to 100k miles. I inspected it myself before taking it in and it was in fact needing to be replaced. Service department deemed the part ok and refused to perform the service. Now 18k miles later the part has failed, is out of warranty, and they refuse to help. Steer clear of service department.

Will F

I just went to the dealership hoping to get a TLX, but wasn’t really finding much luck with what I was seeing. Ouet was AMAZING at helping me through the whole process and even recommended a completely different car that was there (TSX) which fit sooooooo much better than I expected. Everyone was such a pleasure to work with and even helped me with pricing out things to keep to the goal I had in mind for monthly payments. Ouet and the rest of the team at this site we’re beyond awesome and I really appreciate it!

Antonis Papadourakis

Yesterday evening I send a leasing inquiry for a car that appeared on the dealership's inventory. I got an email followed by a phone call the next morning. I spoke to Angie and explained what I was looking for. Craig followed up with indicative prices. After a couple of phone conversations which convinced me that they could get where I needed to be in terms of payments, I drove to the dealership, arrived at 2:30 pm, agreed on the value of my trade-in, agreed on the deal, Shaun and Tom did all the car prep and paperwork and I drove off at 4:30. The people were courteous, transparent and met my needs. I left a happy customer with a great car. Thank you all at Hertrich Acura for a great experience!

Mike K

Fast repair

Ashley Deluke

We had a great experience with Shaun Clark and his team at Hertrich Acura. Shaun made the process enjoyable with his intimate knowledge of the vehicle and professionalism. Thanks Hertrich Acura Team!

Kevin wooters

Went to Hertrich 4 months ahead of our expiring lease and Oeut really fought for us and got us taken care . We were able to secure our new lease early and even purchased a second car from her the same week. She gets five stars in this review even if the dealership only gets 4.

Geneva Humdy

I had an excellent experience with Hertrich Auto. I worked with an outstanding Service Associate, Donna Noonan who worked with me to cure an issue that had my car sidelined for 7 weeks. I often feel as a woman that men don't listen to our concerns and it was great to work with a knowledgeable female professional who understood the emotional side of my car being out of service. Sometimes we have the impression that Dealership service is more expensive but the bottom line is, they got my car working within a week at the same cost for it to be out of service for seven weeks. I am so grateful for their attention to detail and will stick with dealership service from this point on. All of the staff at Hertrich were helpful and wanted me to get my car back on the road. Thank you Hertrich Hyundai with a special shout-out to Donna Noonan. I appreciate you!

Martina Cannon

Lorenzo hendricks was professional . He made sure I was taken care of very well. Very pleased with the whole staff.

Bob Grasso

The folks at Hertrich were able to quickly diagnose a sporadic electrical problem that had persisted for over a year. Other places attempted to replace battery/alternator to little avail. Hertrich found the problem (shorting in a non-Hyundai remote starter motor) and were able to address it at a very reasonable cost. We have been driving the vehicle for weeks without a single problem which is a welcome change to what we had been dealing with for the past year. A big shout-out to Donna (my service adviser) who kept me informed of the status of the vehicle while it was in the shop in a timely manner, even using her own cell phone when there was a problem with the phone lines. Optional service items were also discussed and the one that I approved prevented another, almost certain, problem from occurring in the future.

Fazlul Karim

Rachel P the service advisor was outstanding! She was very knowledgeable and helpful would highly recommend this dealership. Thanks again!

Nuri Heckrotte

Parts department sends out DOA parts, and refuses to replace them or refund. Contacted Acura USA with no result other than being lied to about them refunding us for the defective parts. Extremely rude and incompetent. Wish there was an option for zero stars

Chris Blouch

We just purchased a new car from Hertrich Acura last week. What a fantastic experience we had. Our sales agent Oeut, was awesome to work with. She answered all of our questions, and even after a week she is still texting me answers to any questions we may have! I highly recommend Oeut, Chris Anderson and the entire Hertrich staff for your car buying needs!

Ashley Miller

I had the opportunity to buy my first car from this dealership. I had the pleasure of getting Lorenzo as my salesperson. Not only was he very personable but he had amazing knowledge of my brand new Acura RDX. Any question I had he knew the answer to. Its been 9 months and Lorenzo still reaches out to make sure I still love my Acura!

michele ruffin

Hands down, this was the best car buying experience ever. We had the pleasure of working with Ty Bailey, Craig Munholland and Tom Townsley. All were were very professional and patient. Ty is awesome. She spent her entire day working with me and my husband. We test drove three vehicles and she was very knowledgeable about each one. She even assisted me with things I didn’t know about my previous car days before. I’m happy to say we ended up buying two cars. I’ve only had my car for a day and I’m looking forward to working with her again. Would definitely recommend her and your dealership. Great job, Ty!!!

Denna Hewitt

Lorenzo and Chris are a Dream Team. Lorenzo is super personable and made my car buying experience, Awesome. I actually felt like I was buying a car with my "brother"...Thanks Lorenzo! '14 Audi A6

Leonia Abbott

Ty Bailey

Iris Dargan

Friendly and pleasant atmosphere. Facility is bright and clean.

Kris S

Hertrich Acura went above and beyond to get us the pre-owned car that we wanted. Oeut, our saleswoman, was informative, friendly, and always responsive. We are very happy with the experience we had buying a car.

William Berrioz

What can I say, 5 stars service. Seriously, it was a great experience dealing with Ty and Craig. Ty is an awesome salesperson, after being blown off by one of the Hyundai salesmen, she spend the morning test driving cars with my wife and I. No pressure, just professional salesmanship. They both were eager to answer any questions or concerns I had, showed me a breakdown of different payment options, and stayed in contact by email and phone just to make sure I was still in the market since they didn't want me to lose out on this great deal of a car I had my heart set on. Craig is a great manager, answering all of my detailed financial questions and working with me to get the best price possible that fit my budget. All in all, one of the best car buying experiences I had the fortune to be a part of.

Jay H

If you're looking to get in touch with the service or parts department.....you're better off driving there cause every time you talk with someone the line either disconnects or there system is down.....ever sinced it switched to Hertrich....customer service is everything! As of parts and service its almost impossible to get in touch with someone with out waiting for 10+ minutes, the operator asks for phone # you're calling from....but nobody ever calls back!

Noel Watson

Great Staff. Simple process. The help I received from sales and service, was the best!!

Stiglich Music

Painless sales process. Excellent service.

Ron Freeman

Great experience, great people!

Mallorey Long

Always expensive at the dealer but the people make up for some of it

Michael Mitchell

Awesome experience. Really friendly and accommodating.

rothj32 .

Best car buying experience I’ve ever had.

Lauren Chan

I bought my MDX from this dealer and brought it in for service yesterday. I made the appointment a week in advance and confirmed the appointment and a loaner vehicle so that I could get to work. I pulled in and confirmed my appointment with Willy and told him I made an appointment for a loaner. He proceeded to tell me that there were no loaners. I told him I made an appointment and was told a loaner would be available. He again told me there were no loaners available. This was such a bad experience. I was late for work and missed a very important meeting. What is the point in making an appointment????? Why not call and inform me that a loaner vehicle isn't available so that i could make other arrangements????? And to top it all off, they asked me if I would like my vehicle washed and vacuumed and I said yes but when I went to pick up my car it wasn't washed or vacuumed. Again, why ask if you aren't going to do it?????!!!! Horrible!!!

Kathy Davenport

What an awesome dealership!! My salesperson Oet was very helpful and patient. It was a hard decision stepping up to a luxury vehicle. I looked at A LOT of vehicles from Lexus , Honda and Infinti. I finally decided on Acura I liked the RDX and MDX. I test drive both and had a hard time deciding. There was NO pressure from the sales people or manager Chris. It was a very relaxed process. When I finally knew what I wanted I went back to them and whizzed painlessly through all the paperwork. Their finance manager was awesome he showed me some different things to buy but when I said no thanks that was the end of it. No pressure to purchase extras. Oet took the time to show me the features of the vehicle...even though they were closed at that point. I couldn't be more pleased with the whole sales process at this dealership. Highly recommend!!!

Logan Stevens

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.

Art

Shaun Clark helped me get a car today, and it was a great experience. He is a very customer-friendly, knowledgeable, efficient, and courteous guy and he represents Hertrich Acura very well. Me and my wife are beyond pleased and would recommend him to anyone!!!

Lauren Grieder

Great experience buying our MDX! Highly recommend working with Lorenzo Hendricks.

Daneisha Renee

Lorenzo Hendricks is an amazing sales consultant. He went above and beyond to help us. Customer Service is great I can’t complain. Will always come here.

Melissa Gordon

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.

Herman Boyd

Very easy sales experience. Lorenzo and team were great.

sand p

Service department is very rude and I would not suggest any one going there. I came to the acura service store around 12:00 and They made me waited for 45 mins and told me that they are pretty much busy right now and can't accept any more check ins. R u kidding me!! Can't u say when customers come to the store. The way they talk is not acceptable and very much disappointed!!!

Yavet Respes

Went just to look, came out with an SUV. Lorenzo Hendricks is an awesome salesperson, Tom is an awesome finance person and my husband and I are completely satisfied.

Robert Day

Ty & Tom stayed past closing time to be sure we got our new car when we needed it and answered all our questions.

Damian Saunders

Oil change

Bill K

Extremely great service.

Juan Ruiz

Great customer service!!! I will recommend friends and family to Lorenzo, Craig, and Tom.

Kellie Tetrick

I had a decent experience purchasing the car but the service department is sometimes disorganized. Scheduling is not always super easy. If you resort to the online application it doesn’t work properly. The service coordinators have improved and Will was very efficient and attentive. 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.

Marcia Smallwood

I had a great experience at Hertrich Acura. Ouet was easy to work with and very accommodating. I highly recommend Hertrich!

Osman Siddiqui

My experience with Hertrich Acura was very pleasant and could not have been easier. The quality of the car I purchased greatly exceeded my expectations, and everyone was very professional and pleasant to speak with. My sales consultant, Oeut Peou-Spears, was very helpful and readily answered all my questions with as much information as possible. She also made sure that I clearly understood what I was told, given, and signing for. Along with thorough explanations, she was also willing to hold the car I wanted for a few days. I am very glad I went to Hertrich and look forward to going there for service, maintenance, or anything else. I plan on going to Hertrich Acura for all my car related needs and I would highly recommend to anyone to go and at least sit down and talk to someone, possibly Oeut, at Hertrich Acura.

Joyce Galello

Intelligent and professional staff. Great sales experience!

Alan Lemmerman

These reviews boggle my mind. This was the hands down the best experience ive had buying a car in 10 years. They went under new management and staffing I guess from these previous reviews. And did you see that new building? Wow. I would recommend everyone give them a try you will not be disappointed.

Nancie Bertollo

Very enthusiastic sales people...very willing to work your budget into a brand new budget with lower intrest....it's a people pleasing dealership...many thanks

Marsha Amato-Greenspan

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.

B Mcginnis

Came in for a recall. Left with a massive scratch down to the primer on the driver side door. Looks like the technician hit the door on the lift. Take pictures of your car before you drop it off... Update, brakes just went on my 2014 MDX. It has 12,000 miles on it.. not covered under warranty. $50k plus vehicle...

Terri Kugler

They are amazing . Very helpful. Thank you for everything

Brianna Smith

We had a quick, easy and pleasant experience with Lorenzo Hendricks buying our new family vehicle. We brought our 5 year old and 2 year old children with us to the dealership and everyone made us feel comfortable and right at home. The girls loved the kids room, lounge area and of course, the snacks! Highly recommend!

Andre Reyes

Hands down the best car buying experience I have had. The sales rep was excellent and went above and beyond during my transaction. I am more than pleased with the car and experience. Highly recommended dealer ship.

Daniel Talmage

I made an appointment over a month ago to have my 2014 RLX repaired for a recall on the headlights. I live in Florida but am currently working in the area so found numerous Acura dealers where I could have the recall taken care of. I selected Hertrich because they were the closest to where I am staying but had never been to the dealership. I was told they would order the parts once I made the appointment. After rearranging my work and flying back to the area, I showed up for my appointment and was told they did not have the parts and would have to order them. I would have to make another appointment. I have owned Acuras for years and have dealt with numerous dealerships. Beware! This one is under renovation and everything is a mess! Service Dept is run out of a trailer, their phones don't work ( I called twice before coming in for my appointment and was hung up on both times when operator tried to transfer my call). To say the least, I have rescheduled my recall with another dealership.

Channa Touch

Always great service

Amneris Morales

Great quick service.!

Jessica sullivan

Purchased my first Acura yesterday and I couldn’t be happier. I had help from Oeut and she was amazing! Everyone there was friendly and professional. I would recommend them to anyone!

D Fears

This was one of the best car buying experiences I have ever had. Lorenzo, Vito, and Tom were absolutely amazing. They were fair and understanding, providing great information and nuggets of knowledge along the way. I will definitely send my family and friends to this dealership. Thank you!

speling champeon

Wanted to thank Lorenzo for his outstanding service and professionalism purchasing our new family member at Hertrich. We highly recommend Lorenzo if you are looking for a new car. Thank you sir!

Sheryl Marko

While the salesman and buying experience was generally smooth, I've been far less impressed with the customer service since driving out of the dealership. The communication (especially from the title department) was poor. I refinanced immediately after the purchase with the same bank who offered me a lower rate. Apparently dealerships are allowed to increase the percentage rate to help pad their pockets despite their assurance I was getting the best rate available ( I have a credit score of nearly 850)! Please be truthful with your customers.

Kane Bo

Awesome

melle bond

I tried to buy a new car, like I traveled almost 2 hours to deal with these people to get one. I told Acura not to run my credit bc I had a pre-approved bank they asked for my info saying that they was going to set it up seeing if I can lease a vehicle. They straight LIED!!! Smh, they ran my credit w 10 diff banks!! I got emails telling me to check my credit smh but my phone needed to charge it died earlier when I was with them smh! They ran it for an amount I told them I wasn’t approved for, for a vehicle they insisted I have. When I told them it wouldn’t work before coming back to the dealership. like I said my bank will only approve me for this amount and less, can we look at something cheaper and we did. But while we were they took it upon themselves to run me for the higher truck WITHOUT my consent to get me into what it was they wanted; so determined my bank was not doing what they could? With no respect to the customer telling me you need this info when you actually did not was totally unacceptable. Smh you know what? They just lost me as a customer I don’t want to deal w another Acura dealership smh. Since moving to this state I can’t determine whether price Acura (who breaks things so you keep coming back and charge you for things you don’t actually need) or these people (who scam you) which one is worse and if keeping my car is actually worth it. I’m so through with both dealerships I’m trading OUT of my Acura into something else just so neither one of them has another chance to deal w me or my car again. I wish it was a no star button. I’d tell you to visit the Acura Dealer in another state or trade it. I’d never deal w them again.

Cody Arnold

Had a great experience with Ouet while purchasing our vehicle. She's very knowledgeable and seems to really care about customers. She's also quick to respond to emails. Highly recommend Oeut and Hertrich Acura.

santroar1018 .

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.

Jane Nyabiosi

NO STARS AT ALL. This has to be the WORST dealerships I have ever visited for a mid-luxury. I have visited this place a few times after buying my car. I write this now because my husband brought the car here without my knowledge and he had the same horrible over priced experience I did. Its absurd that there is not a tad bit of improvement over the last 2.5 years and with a new space I would think they would have changed for the better esp the customer service bit. So here are some of reasons I jumped ship. - Took my car in for tires and my car came back shaking every time I pressed the brakes and this was not happening before. How is that even possible and all the services were included i.e. tire rotation, balancing & alignment. I called in and they said it's probably my brakes. SERIOUSLY!!! I had my brakes checked prior to the vist here and they were good. I just dont get it. I see other people had the same experience where they felt something was off with their car after a service was done here. I think they purposely do something with the cars to bring in more repeat business. Sleeze bags - Very Expensive (approx 40% more than Piazza Acura in West Chester which is half hour away from me) - Hertrich New Castle loaner service policy is ridiculous. They need manager approvals and are unable to confirm loaner car approvals even if you are spending $1,000 on services. West Chester gladly provides loaners on almost all services with exception to oil changes and small service stuff, if they have them available which most times they do. I got a loaner for front break service and I had to ask for a loaner at Hertrich for services that cost me $1,000. Absurd! - Horrible Customer service. There is no one at the service entrance when you drive in. You have to go inside and look for people. And they don't pull the car back in for you after services are performed to the very empty indoor service garage space even if you have an infant with you which i did. - Their car wash is a joke. A toddler would do a better job. They barely vacuum the front which is all they do apparently and the exterior car wash is a more like a french bath. The back of my car was still dusty. I am not even sure how this is possible. West Chester gives you a coupon to a car wash and its for a full service car wash. - Their phone quotes often differ from what is quoted at the actual appointment. How is that possible? - They charge for car analysis (taking a look at the car if it has issues) and Piazza West Chester does this for free. - They have very limited service and parts special/ coupons while Piazza West Chester usually has a good range and get this, they accept other Acura Coupons. I just found this out. How awesome. I am pretty sure used car lots have better customer service experiences than Hertrich New Castle Acura. They seriously need new management to ensure a better after-sale customer experience. If you can got to Piazza in West Chester, the drive there is definitely worth every penny (lots of it) and piece of mind because your car will come back without any additional issues. If not Honda will do the same work for far much less and better since they are the same company since Acura is the luxury line for Honda Motor Company. Went there for a service and they are awesome compared to New Castle and they have all things for Acura service

TIM Dougherty

I've purchased two cars in my life them and have had an overall good experience.The last car has been a problem since I've bought it and the dealership hasn't been the best on resolving issues. The car has been more of the problem then the dealership and probably my last Acura.

Edith Martinez

Awsome service

Colleen Delany

I bought a 2018 Acura MDX today from Hertrich Acura. This was absolutely the BEST car-buying experience EVER!! My husband made a couple calls to Craig and the terms were exactly what we were looking for. No hassle, no wasted time, no nonsense! Before we left, Oeut spent a good bit of time making sure I knew how to operate the car and all the bells and whistles. She was amazing! I purchased all weather car mats and the man from the parts department carried them to my car. Everyone I came in contact with there was eager to make my experience a great one! Craig does a fabulous job! I would definitely recommend this dealership to anyone looking to buy an Acura!!

Gopal Sapkota

I recently purchased the Acura ILX -Watch package .Had an awesome experience dealing with the Hertrich guys here. They are all fast forward and explain things in detail. Will was great (very smart to deal with),wish he gave more packages. Tom helped with the car features and explained everything in details. He is quiet friendly and takes good care of you. They deserve a five star.

Eric H

Love Hertrich Acura in New Castle. They were able to work with my so-so credit to get a great deal on a beautiful 2014 Chevrolet Silverado for me. Ouet (sales) and Tom (finance) were amazing and I can't wait to come back to purchase another vehicle in the future.

Manish Garg

Our MDX has been serviced exclusively for last 10 years at this dealership. However once it ran out of warranties, they started charging astronomical amount for service. Got A/C fixed twice, but still not right, each time paying full amount. Stopped going there now. Any time we called, saying that it was not done right, they want to charge diagnostic fee again. The dealership used to be better under old management. Using another service center. High pressure sales tactics.

tara carbo

Not a fan

joe rudy

Oeut was great. I didn’t need to come to the dealership from 25+ miles away to negotiate a deal. We did it over the phone and via text. She was fair and responsive. They are 5 star worthy.

Jeanne Minner

We had a great experience in purchasing a new car here. Lorenzo was excellent. He clearly explained all the amazing features of the new RDX. He was patient, knowledgeable, and followed up with us after the purchase to see if we had any questions. He is truly an asset to the company.

Jamie Rice

Bait & Switch. I was negotiating and discussing the car I was supposedly ordering through them for a week with the internet sales guy when they told me they had the car and my loan was approved. Drove over 100 miles to their dealership to finalize everything and hopefully drive away with the car, but when I got there they didn't have the car and tried to sell me a car that was at least 3 years older and was in a totally different color than the one I ordered. There was no car and no loan. They had me send documents so what did they do with all the personal information I sent them?? Why would they go through all that instead of actually trying to find the car I wanted? They made me waste a week of my time for an imaginary car, had me drive very far out of my way and even went as far as having me get a VERY large sum of $ out of the bank to bring to them for my down payment. I'm still in shock. Luckily I didn't let their scam discourage me. I left there, drove right to Mercedes-Benz of Wilmington, found a car, showed them the bank check I had for Hertrich and they approved me for the balance and I drove away with a Mercedes. Go to Mercedes, ask for Doug.

Ariel Mack

I had an amazing trade-in experience from beginning to end at Hertrich Acura with Lorenzo. From the original phone call inquire, to test driving the car, to the moment I walked out with the keys. Lorenzo took the time to asked lifestyle questions, and cared for my car needs. He helped me out with little to no pressure. And the finance manager went above and beyond making sure I got what I wanted for my trade! I felt very informed and cared for, thanks again Lorenzo!

John Beaver

Met with Oeut who was phenomenal! Delivered a great client experience from start to finish. I live an hour and half away which should speak to her dedication to strive for customer service and our best interest. This is the my second Acura from this location. We will definitely venture back when it comes to out next buying experience.

Queen Poetry

Good service

Lauren Niser

If I could give them a higher rating I would I brought my 2006 Acura TL to Acura of West Chester where I was told I would be charged a ridiculous sum to find a problem Hertrich found in 5 mins. They were honest ,to the point and what everyone needs in a good home dealership I will now drive 30 mins to them for any service/purchases in the future because with Hertrich you get fair service from a family who cares about you and your car. Thank you so much!!!!!!!

VERA C. THOMAS-POSPISIL

THE MANAGER, VITORI FERRARI, HAD OUR CAR DELIVERED TO OUR HOME IN ORANGE COUNTY NY. I CALL THAT 1ST RATE SERVICE.

Metin

We were traveling to New Jersey from Virginia when our Sonata encountered some trouble. Made it to Hertrich and Joe Grillo talked us through everything and even though we had to leave the car there, we felt comfortable about it. He continually kept us up to date with the repair status and helped us get into a rental. He was fantastic throughout the whole process. If I lived in the New Castle area, Hertrich would definitely be our Hyundai dealer of choice.

Ash Duga

Best car buying experience. Ty, this whole experience couldn't be more better without your help. Kudos to you, and let me not forget Tom and Chris. I would definitely recommend this place.

Tyler Dennis

I had an excellent car buying experience at Hertrich Acura. My salesperson, Lorenzo Hendricks, was very knowledgable about each car I was interested in and worked to find the right car for me. He also went above and beyond by helping me set up my complimentary Hertrich serius XM radio trial after I bought my car. I recommend Hertrich Acura if you are looking for a great customer service experience and competitive pricing on new and used vehicles. Thanks Lorenzo.

Ikaro 11

Very expensive. Paid for services not received. They told me there was a leak on my ps system and two weeks later my ps fluid is remind at the same level!!!

Janet Sowiak

Friendly supportive sales team. I love my new TLX

Jeffrey Fisher

Wow, what an awesome car buying experience superbly created and crafted by the one and only Ms. Peggy Brooks; she is amazing! She delivers just the right amount of advice and attention, as we customers know salespeople can be overbearing almost all the time! Nevertheless, she is not a saleswoman, she is your trusted advisor there to help you make the perfect decision for your situation. Ultimately, you end up in the car you want and that is the absolute purpose of car shopping. Please make your way to Ms. Peggy Brooks on your way to Hertrich, you will be certain right away the best decision was executed!

Diandra Pierce

They are awesome

Kenn L

Got a recall service and full B inspection here. Very comfortable lounge coffee/WiFi available.

William Swartz

Great experience working with Oeut to get the car we wanted in the color and interior we wanted. Did all the business via email, phone, text. When we went to the dealership we were able to quickly complete all paperwork and were off with the car Tom Townsley the business manager was a real gentleman. Oeut was very knowledgeable and showed us all of the features of the car before we left.

Senetra Rogers

I cannot believe I am writing a review about how pleasant my car buying experience was at Hertrich Acura. I had to buy a new car because my previous car was totaled. Shaun (Salesman) took the time to explain every feature of the car I took for a test drive. He also called my insurance company to assist with my new insurance. Finally, Shaun followed me to drop off my rental car and brought me back to the dealership. He walked me through the process to set up my Sirius, Bluetooth, etc. Rob (Finance Manager) and Chris (Manager) both provided great service. The entire new car purchase took less than 3 hours from start to finish. Keep up the good work!!

Curtis Henderson

I did feel respected as a potential customer when I came here. I went around 6pm to see 4-5 salesmen sitting inside. I wandered the lot for a few minutes before someone came out to greet me. Even in our beginning conversation, he seemed to be sizing me up to determine if I was going to buy or not. It turned me off from purchasing there, but I did end up having a good conversation towards the end of my time there. You may have better luck going at an earlier time.

Michael Morgan

Excellent service, very helpful sales- happy with my Acura.

Rick Eberts

I purchased a Certified Pre-Owned Car from Lorenzo Hendricks last week through the Acura Dealership in New Castle, DE. I have been in sales for 33 years and my experience with Lorenzo was as good as it gets. His knowledge, patience, honesty, caring attitude, and follow through before, during and after the sale set the tone for a very pleasant experience. You can tell Lorenzo really enjoys working for the Hertrich Organization. Job Well Done!!!

Travis Whiteside

Purchased a new Airbag (SRS) control module for a customers 2002 Acura MDX which had a code for internal control module failure. Installed it and it set two new codes for side impact sensors, tested everything I could, determined control module was faulty. They sent me another new one but it had the same issue. This customer happened to have an identical 2002 Acura MDX so I had them bring that one in and tested everything in there, swapped parts between the two and came up with the same results. The new computer did not work in either car and the used computer from the customers other car worked in both vehicles. I explained this to their parts department which at this time informed me they were already charging me for two modules and could order a third but then I'd be paying for 3! Called Acura of America and after weeks got a response that they would be willing to take back the second defective module but when I called the dealer to return it they would not accept the return, upon calling back my contact at Acura of America they acted as if they had never promised to accept the return of the second module. I have done extensive diagnosis on both vehicles, there is no fault with either one, the control module in one vehicle works in the other and all the new control modules sent to me have the same issue. The parts department is extremely difficult to get a hold of and either doesn't listen, care, or understand what I am explaining to them. Now I have a $420 worthless control module, thanks jerks. Will never buy parts here again, will never recommend any Hertrich dealers to anyone.

dylan sperber

I had an amazing car buying experience with Lorenzo and the sales manager. I came from a far away and they treated me extremely well. Best car buying experience i have had to date. Thank you Lorenzo.

Bonita Guiles

LORENZO WAS AWESOME!

William Lassen

Best Acura service department in the area. Got quotes for a new timing belt from several dealerships, they were the best price. They performed excellent work and were wonderful to work with. I'll definitely be bringing my NSX back for all future service visits!

Marcy Tolkoff

My husband and I are thrilled with our new MDX! The folks at Hertrich are courteous and warm--in particular, Lorenzo, who provided us with great service. We first started looking almost a year ago and picked up the search in September. Lorenzo remembered us and had tons of patience for our many questions (heads up, Lorenzo--I have more questions!). The service staff is friendly. The price negotiations were fair. It's really all a car buyer can ask for! We work hard for our money--like you do--and you want to do business with a place that appreciates that fact. Thank you, Lorenzo, and Hertrich! See you soon. Marcy Tolkoff Levy

Nancy Mazza

Lorenzo Hendricks is hands down the best, most transparent and honest salesman to deal with. If there were 10 star rating that is what I would give him.

Manohar K

Best dealership in the area!. I visited about 5 dealers in Delaware while shopping for my new car. This turned out to be best one in customer service. I would definitely recommend to my friends!!

John Nallie

Great place to do business. We have dealt with Hertrich for many years and have purchased probably 5 vehicles from them. Very knowledgeable and helpful staff that realizes you don't want to spend 4 hours buying a vehicle.

Michael Stortini

Outstanding experience, Very Professional, made everything so easy and pleasant. Would recommend to everyone who wants a new Acura, go to Hertrich and see oot.

Chiyu Ye

Service people there are responsible and friendly. Didn't try to oversell me and get the problem fixed.

sanjuan100100 .

Easy to buy a car with this guys .a lot of help .very attented .very friendly ..

Mike McGrady

What a terrific car buying experience we had at the Acura dealership in New Castle, DE. I have been buying cars for over 50 years and I have never encountered a dealership culture so focused on the customer. There was no "hard selling"! Just people who are courteous and knowledgeable about their product and willing to accommodate and help the buyer make the right decision for their needs.