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Business Profile

Consumer Finance Companies

Santander Consumer USA, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Consumer Finance Companies.

Complaints

This profile includes complaints for Santander Consumer USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Santander Consumer USA, Inc. has 14 locations, listed below.

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    Customer Complaints Summary

    • 2,019 total complaints in the last 3 years.
    • 750 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/05/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      "Santander Consumer USA" has failed to report my payment history on my vehicle to "Transunion" for the better part of 3 years since i bought the vehicle, in september of 2020.

      Business Response

      Date: 11/11/2024

      Dear ****** ******:

      Thank you for the opportunity to address your additional concerns. Please see our attached response with our complete review and resolution to your request.

      Sincerely,

      Santander Consumer USA, Inc.

    • Initial Complaint

      Date:11/04/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      I am writing to formally file a complaint regarding a series of issues I have encountered with my auto loan following a recent accident. I am extremely disappointed by the lack of clarity, miscommunication, and poor customer service I have received, which has had a devastating impact on my finances and wellbeing.After purchasing my vehicle, I was advised that gap coverage was in place, which provided me with a sense of security should any accidents occur. Unfortunately, my insurance lapsed without my knowledge, and soon after, I was involved in a serious accident that totaled my car. I promptly informed Santander of the accident, fully expecting the gap coverage to assist with the outstanding loan balance. However, I was subsequently told that I was not covered and that I would be solely responsible for the remaining balance.I was initially informed that the vehicle would be repossessed, sold, and that no additional charges would be added. Yet, I am now being told that interest continues to accrue daily, significantly increasing the balance owed. I have made multiple attempts to clarify these terms and to understand my options, but each call has only led to further confusion. I have been met with unhelpful attitudes and inconsistent information from representatives, leaving me frustrated and ************** a 23-year-old college student, this financial burden is particularly distressing, and I feel that the lack of transparency and professionalism in handling my account is unacceptable. I respectfully request a thorough investigation into my account, immediate clarification on the terms, and an adjustment of the balance to remove any unfairly added interest. This situation has caused significant hardship, and I am seeking a fair and just resolution.

      Business Response

      Date: 11/14/2024

      Dear Beyonce *****,    

      Thank you for the opportunity to address your concerns. Please see our attached response with our complete review and resolution to your request. 

      Sincerely, 


      SANTANDER CONSUMER USA, INC. 

    • Initial Complaint

      Date:11/04/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      I am being charged 20 dollars every month on a car payment for late fees that have not occurred its paid on time every month and its now been two months and its wrong Im mad and they just dont care

      Business Response

      Date: 11/13/2024

      Dear ******* *****,

      Thank you for the opportunity to address your concerns. Please see our attached response with our complete review and resolution to your request. 

      Sincerely, 


      SANTANDER CONSUMER USA, INC. 

    • Initial Complaint

      Date:11/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This company never sent me a 1099 c ******************************************************************************************************* from getting a job . Base on the 15 USC 1681 2 b laws they are not to have this on my credit report as a charge off . Which is an income and you can not report income .

      Business Response

      Date: 11/12/2024

      Dear ***** *****:
      We appreciate the opportunity to address your concerns.Please see our attached response with our complete review and resolution to your request.
      Thank you.
      Santander Consumer USA ****

    • Initial Complaint

      Date:11/01/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Dear Better Business Bureau,I am disputing an account on my credit report listed under SANTANDER CONSUMER USA. I am a victim of identity theft, and I request your assistance in having this fraudulent account removed.Details of the disputed account are as follows:Creditor Name: SANTANDER CONSUMER USA Opened Date: 8/28/2018 Account Number: ***************** High Credit: $23,912.00 Thank you for your help in ensuring the accuracy of my credit report.

      Business Response

      Date: 11/13/2024

      Dear ******* ******* ******:

      Thank you for the opportunity to address your additional concerns. Please see our attached response with our complete review and resolution to your request.

      Sincerely,

      Santander Consumer USA, Inc.

    • Initial Complaint

      Date:11/01/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Subject: Unauthorized Account Due to Identity Theft Santander Consumer USA To Whom It May Concern,I am filing this complaint to address an unauthorized account with ********************** on my credit report. As a victim of identity theft, I did not open or authorize this account.Account Details:Creditor: Santander Consumer USA Open Date: March 25, 2019 Account Number: ***************** I kindly request the removal of this account from my credit report.Thank you for your assistance.

      Business Response

      Date: 11/11/2024

      Dear Destiny ********* ******:
      We appreciate the opportunity to address your concerns.Please see our attached response with our complete review and resolution to your request.
      Thank you.
      Santander Consumer USA ****

    • Initial Complaint

      Date:10/31/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      They are stealing my money, I make a payment it shows past due, I call they answer and say Im one day past due even though I made the payment and its been taken out of my checking account in less than 24 hrs.. I filed bankruptcy and got a lower interest rate more than half of the old interest and my entire payments are going to interest after having the car over a year. If I was old and didnt know any better, I would be making multiple payments because I wouldnt even know if my payment posted to my account when I called them they put me a hole for like ********************************************************************************************************* well why cant I see it even if it hasnt posted in my account it should be able to be viewed under transaction history And login is still showing past due balance when it should say zero they are still in peoples money and Im tired of it. And its not even reflecting the correct balance on my credit report for months since Ive had the car

      Business Response

      Date: 11/07/2024

      Dear Kinah *****:

      Thank you for the opportunity to address your concerns. Please see our attached response with our complete review and resolution to your request.

      Sincerely,

      SANTANDER CONSUMER USA INC. 

    • Initial Complaint

      Date:10/31/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      I bought a car due to being told I could refinance after 7 months to get a lower rate. I later found out that refinancing is for transferring customers not existing. My car broke down after 1.5 years and needed a new transmission. I continued to make payments even though I couldn't drive it. I paid this company $40,000 and finally said no more once I was denied assistance. I voluntarily turned the car on with 1 year left on my contract. The car was sold for $8000 and now I'm being hassled for $12000. I asked for a monetary break down and was denied. It messed up my credit and I was out of a car. I was lied to and scammed by this company.

      Business Response

      Date: 11/11/2024

      Dear ****** *****:
      We appreciate the opportunity to address your concerns.Please see our attached response with our complete review and resolution to your request.
      Thank you.
      Santander Consumer USA ****

    • Initial Complaint

      Date:10/30/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      I called the company back in August to try and get a resolution to the problem I am having which caused me to get behind on my payments. The agent that I spoke with told me to take care of the balance for July and start working on catching up on the other months. I made my payment and I explained to them what caused me to fall behind. My father had a 2 strokes in May. Since then I have been assisting him to get back on his feet and trying to keep my household afloat as well. Each agent that I speak with just tells me lets make an arrangement to get you caught up, but do not seem to understand my financial situation. I want to get caught up and I want to keep my property, I just need them to understand my situation and not continue to send threatening messages to my phone via text message and voicemail. I explained to them that I am willing to make payments and try to get caught up, but they do not seem to want to work with me and agents that I am speaking with are foreign do not seem to comprehend what I am saying. I asked about an extension and add the default amount to the end of my payments and they are not willing to do that either. As I stated I just want them to work with me. I know it's months away, but I will be receiving a lump sum amount in January and will be working towards paying my property off. I am trying to come up with the $323 to pay within 15 days.

      Business Response

      Date: 11/13/2024

      Dear ****** *****:

      Thank you for the opportunity to address your additional concerns. Please see our attached response with our complete review and resolution to your request.

      Sincerely,

      Santander Consumer USA, Inc.

      Customer Answer

      Date: 11/14/2024

      I am rejecting this response because:   

      I have not received 9 extensions over the life of my loan. I recall 4, if there were others they were done without my knowledge it consent. 

      After reviewing this, I now completely understand why this company had faced a lawsuit in the past. 

      I had previously told family and friends that this company was a good company to use for their auto loans. I now retract my statement and will let them know that when they go to get their cars from CarMax, make sure that they do not use Santander **** 

      Your people are rude and when asked to speak to upper management they put you on hold and come back with a response never letting you speak to upper management. 

      I will be looking into getting my bank or credit union to refinance my car loan to get from under you all. 

      Business Response

      Date: 11/20/2024

      Dear ****** *****,      

      Thank you for the opportunity to address your concerns. Please see our attached response with our complete review and resolution to your request. 

      Sincerely, 


      SANTANDER CONSUMER USA, INC.

    • Initial Complaint

      Date:10/30/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Subject: Identity Theft Dispute of Unauthorized Account Dear ************************ am submitting a dispute for an account appearing on my credit report under Santander, opened on 8/11/2014, with account number *****************. I have no association with this account, which was fraudulently ********* a victim of identity theft, I ask that Santander remove this account from my credit report and confirm the removal in writing.Thank you for your attention to this issue.

      Business Response

      Date: 11/11/2024

      Dear ******* Donchez *******:

      Thank you for the opportunity to address your additional concerns. Please see our attached response with our complete review and resolution to your request.

      Sincerely,

      Santander Consumer USA, Inc.

    Santander Consumer USA, Inc. is NOT a BBB Accredited Business.

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