Complaints

This profile includes complaints for Hertrich Acura Hyundai Mitsubishi of New Castle's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Hertrich Acura Hyundai Mitsubishi of New Castle has 2 locations, listed below.

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  Hertrich Acura Hyundai Mitsubishi of New Castle

  120 S DuPont Hwy New Castle, DE 19720-4128

• 

  Hertrich Acura Hyundai Mitsubishi of New Castle

  PO Box 838 Milford, DE 19963-0838

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  There are several statements that are not accurate.  First the car was towed there on 10/31/23 as the shop did not have an appointment for 2 weeks, so I had to wait until Nov. 14th just to get an appointment.  Once the car was diagnosed (or so,they said) no one would return my calls for a status.  I called at least twice a day and was placed on hold, wiht music playing and no one would pick up the phone.  This went off/on for almost two weeks.  Once I filed a complaint with the BBB, then the next day my claim I received a call that the claim was denied.  In reference to maintenance records I was NOT told to obtain specific records with dates. I was told to bring in all maintenance records which I did.  There was no gap in the maintenance  of this vehicle.  I didn't get the car until 2016, so how could I produce records from 2015 when I didn't even own the car.  The car was serviced regularly for oil changes and all other work ..I wnt to Integrity Auto, NTB and Palumbo Goodyear.  With NTB I went there for aobut 5 years regularly I attempted to get the records however Mavis brought NTB and the records were lost.  I attmepted to retrived them and even contacted Mavis with no response.  I reviewed by carfax care report online and it lists my service records there.  So again a discrepency.  There was a class action lawsuit previoulsy against Hyundai with efective rotating assemblies causing sudden and catastropic engine failure.  An extended warrenty was offered on these vehicles.  I even went to Hertrich for a recall and it was checked and I was told there were no problems.  Hertrich has even serviced by vehicle before.  So again negligence is an inaccurate statement.  In all rather than Hyundai addressing the issue they choose to make a concerted effort to deny the extended warrenty claims to keep from honoring thier responsiblity.  The Sonata engines will fail regardless of owner maintenance and they are well aware of it.  The dealership service department just stalls and stalls and the customer service is horrendous.  Has this been resolved, NO....In the meantime I"m stuck with no car, and over one thousand five hundered dollars in car rental bills and towing and diagnostics.  So again NO it has not been resolved..
  
  
  Regards,
  Complaint ID: 20936343
   
  
  
  
   gone. I managed to leave them with the cashier. (****) I was told by ***** I would have an answer by Monday, Nov. 27, 2023. I still have not heard anything nor received a status. I called today and again was placed on hold and no one answered the phone. I've looked at other reviews and the same has happened to many other customers. In the meantime, I have been in a rental totaling $900, to date. I have to take it back this week because I can no longer afford it. I have no second car and no way to get to work. THIS IS THE WORST CUSTOMER SERVICE I HAVE EVER SEEN IN MY LIFE. It took my regular mechanic 2 hours to diagnosis this issue. It took Hyundai 2 weeks, and the issue is still not resolved.

  Business Response

  Date: 12/07/2023

  I am writing on behalf of Hertrich Hyundai of New Castle, in
  regards to a matter involving ****** *****, and the engine claim on her 2013 Hyundai Sonata.
  
  Ms. ***** initially had her vehicle towed to Hertrich Hyundai of New Castle on November 15th stating that the vehicle had a no start concern.  The technician completed a diagnosis and recommended an engine replacement due to the engine being seized.  The Hertrich service advisor explained to the
  customer that there has to be a PA (claim) opened with the Manufacturer, and that PA (claim) has to be approved before we can authorize a rental.  
  
  On November 20, 2023 Hyundai requested maintenance records as they had identified specific maintenance gaps from 12/17/15-3/11/17, 12/30/17-03/10/20, & 03/10/20-08/27/21. Hertrich then reached out to the customer to provide the records. Once received we uploaded all of the documentation to the PA (claim). On November 29, 2023 Hyundai requested additional pictures of the valve train which Hertrich submitted immediately. 
  
  On November 30, 2023 Hyundai denied Ms. *****'s  PA (claim). The denial reason was due to malfunction being exceptional maintenance neglect, not a warrantable defect. Hyundai offered no goodwill assistance. As an authorized Hyundai dealership, we are bound by Hyundai's
  decision to deny warranty coverage for the engine replacement and any rental coverage.
  Unfortunately, we cannot replace the engine without Hyundai's approval, or
  the customer paying for the repair. We also cannot reimburse any funds for a rental due to the denial from the manufacturer.  At
  this time, Hyundai has declined her claim, the only other option is for the customer to pay for the repair & rental.
  
  
  While we empathize with Ms. *****'s situation, we acknowledge as an authorized dealership, our
  hands are tied, and we can only act based on the decisions made by the vehicle
  manufacturer, Hyundai.

  Business Response

  Date: 12/21/2023

  I am writing on behalf of Hertrich Hyundai of New Castle, in regards to Ms. *****'s rejection of our previous response. 

  Ms. ****** complaint is with the vehicle manufacturer Hyundai for denying her claim, not Hertrich.  Hertrich, as an authorized Hyundai dealership can only act based on the decisions made by the vehicle manufacture Hyundai as that is who warrantied the vehicle. 

  Hyundai denied the claim for multiples maintenance gaps which I identified in our previous response. In Ms. *****'s rejection, she is alleging she did not own the vehicle for one of the maintenance gaps identified as 12/17/15 - 03/11/17.  Ms. ***** purchased the vehicle on 07/04/2016 so she should be able to provide maintenance records from the date of purchase through 03/11/17. Hyundai also requested records from 12/30/17-03/10/20, and 03/10/20 - 08/27/21. There are no records for those dates in the documentation submitted by Ms. *****. If Ms. ***** feels she indeed does have documentation from those specific periods, she is more than welcome to submit them to Hyundai for them to re-review. 

  As of today Hyundai has still not received the records requested and is standing by their denial of Ms. ****** claim. As we stated previously, while we empathize with Ms. *****'s situation, we acknowledge as an authorized Hyundai dealership, our hands are tied, and we can only act based on the decisions made by the vehicle manufacturer, Hyundai and they have maintained the denial of her claim.