Complaints

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

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  Santander Consumer USA, Inc.

  1601 Elm St. STE 800 Dallas, TX 75201-4701

• 

  Chrysler Financial Corp

  PO Box 3208 Milwaukee, WI 53201

• 

  Santander Consumer USA, Inc

  PO Box 961211 Fort Worth, TX 76161

• 

  Santander Consumer USA, Inc

  961275 PO Box Fort Worth, TX 76161

• 

  Santander Consumer USA

  PO Box 9105 Temecula, CA 92589

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:09/08/2024

  Type:Service or Repair 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.

  I submit a claim check of $8775.02 to Santander Consumer USA on 08/12/2024 which they received on 08/13/2024 to endorse for my damaged vehicle ****** Accord 2019) which was financed through them but paid off, for hail/tornado repairs since their name was on the check as lien holders after paying off the car. I mailed the check for endorsement on 8/12/2024 next day delivery through the *** (Tracking #1Z3V8V870191429176) which they said will take 3-5 business days for check to be mailed back to me. I called on 9/4/2024 which was after 2 weeks and somebody else said it will take ***** days before they mail the claim check back and suggested I request the insurance company to reissue the check with just my name as there is no lien on the title anymore. Upon calling back the insurance company, they said the bank (Santander Consumer USA) cleared the check on 08/17/2024.I called back waited for over an hour and the same customer service tech who asked me to call the insurance for a reissue of the check picked up and after listening to me say that they have already cleared the check so I cannot get it reissued, he just hanged up on me. I have tried calling multiple times and I keep getting the run around.This is affecting my work since the ***** Accord is my main means of transportation to work and source of move around. I cannot move freely because of the fact that my vehicle's repair is being delayed while Santander Consumer USA is siting on the repair claim money even though it's not for them and I don't owe them.I would appreciate it greatly if BBB could help me claim my money back as well as any compensation for stress and delays they have caused me.

  Business Response

  Date: 09/19/2024

  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:09/06/2024

  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.

  At the beginning of February my Acadia was totaled out due to an accident. My insurance paid Santander their portion and my gap insurance was to cover the remaining balance. As of today, Santander has not worked with my gap insurance to get the remainder taken care of thus, severely impacting my credit. They are reporting on my credit that I still owe a remainder of almost $6,000 and that I am 180 days late. I have spoken with Santander about this issue and was told that they essentially quit trying to work with gap insurance as they were not getting a response from them. This is unacceptable and poor business practice. My credit has tanked significantly due to this and has inhibited my ability to purchase anything that requires a loan. I would like to see this taken off of my credit with all three credit bureaus as soon as possible.

  Business Response

  Date: 09/19/2024

  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:09/06/2024

  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.

  Did a consolidation loan that encompased this loan, but complications with the consolidation loan delayed it. So as not to receive a late payment remark on my credit report, i made an additional payment on this loan. On calculations, i was $100 over. So santander owes me a $100 refund. They said they will not issue the refund for over a month. This is insanely unacceptable. Furthermore, they charge me a daily interest rate on funds i owe them. I should be able to charge them a daily interest rate on the money they are Withholding from me.

  Business Response

  Date: 09/19/2024

  Dear **** House:    
  
  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:09/06/2024

  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.

  I keep getting threatening emails about repossession but once again I am only two months and not three months behind. The system is reading due date of the 11th when its not. They have been charging by me late fees and I submitted proof. I have sent multiple messages so they can document my upcoming payment I which will prevent the repossession until things are figured out and they have not messaged me back. The system is down once again but I easily get these emails. 

  Business Response

  Date: 09/05/2024

  This complaint I received is not mine?  I have one on same company but this isnt mine? 

  Customer Answer

  Date: 09/06/2024

  I am writing to formally express my dissatisfaction with the level of service I have recently received from your representatives, as well as the ongoing issues with your payment processing system. Firstly, I was informed that I am three months behind on my payments, which is inaccurate. Initially, I was behind only one month (December). However, I made payments in January and February. In March, I was out on surgery leave, and although I attempted to make a payment online, I later discovered that the payment did not go through due to a processing error on your website. I brought this issue to the attention of one of your agents in April, who suggested that I make payments over the phone since the website continued to display a payment processing error. To this date, the website still does not allow me to process payments, yet no one has taken responsibility for this error. Additionally, despite your system indicating that I am three months behind, this is incorrect. I am two months behind plus the current month, which is due on the 31st. I am extremely disappointed with the attitude and lack of compassion displayed by your representatives. The last representative I spoke with had a difficult time understanding my situation, and I am unsure what I agreed to during the conversation. When I requested assistance, I was met with a dismissive attitude and no effort to offer any help, which is contrary to the claims made on your website. A previous interaction with an upper management team member also left me with the impression that your company does not prioritize customer assistance, as I was told that you have the discretion to deny support. I request that all future communication regarding this matter be conducted in writing. The disrespect and lack of professionalism I have encountered are deeply troubling, and I would like to ensure that any agreements or decisions are clearly documented.

  Business Response

  Date: 09/18/2024

  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,
  
  Chrysler Capital 

  Customer Answer

  Date: 09/27/2024

  I am rejecting this response because:   

  I am writing in response to your recent communication regarding my deferment and account status. I would like to address several points that remain unresolved and continue to cause confusion and frustration on my end.
  Initially, I was granted a deferment for two months and then an additional two months, which I understand is due to your policy of only allowing two months' deferment at a time. However, during my second request, I specifically asked for a loan modification as I believed it would be a more suitable solution given my circumstances. I was informed that your company does not offer modifications and was only given the second deferment because I had filed a complaint with the Better Business Bureau (BBB). Now, I am being told that I do not qualify for further assistance due to the previous deferments, which is precisely the issue Im raising in my complaintyour company seems to deny options and provide excuses after the fact.
  I sought a modification because of a significant change in my financial situation, as my husband took a lower-paying job and has since faced layoffs. I believed that a modification would help me manage my payments more effectively. Instead, Im being informed about a 10-day grace ******* which contradicts what I was told previouslythere is no grace ******* My due date is the 31st of each month, and I have been making my payments on time, yet I continue to be assessed late fees on the 11th of the month. I should only be considered behind for two months: December and March. The March payment was not missed intentionally, as I explained, I believed the payment had been processed but didn't notice that there was response that said "We ran into a problem" until it happened in April, and I caught on to it.  
  As of ******* *** noticed that your system has finally been partially corrected, but it is not my fault that the system was inaccurate not working properly in the first place. I am still being told that I am three months behind, which is incorrect. I urge you to review the payment and late fee records. They will show that payments have been made, and yet, I am still being assessed late fees unfairly.
  I request that you resolve this issue by correcting the due date, reviewing the late fees that have been charged, and ensuring that my account reflects the accurate status moving forward.  

  Business Response

  Date: 10/03/2024

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

  Chrysler Capital 

  
  

  Customer Answer

  Date: 10/07/2024

  I am rejecting this response because:   

  Thank you for your response, but I am also concerned that I am being incorrectly charged based on my old due date of the 11th, despite having made a due date change approximately two years ago to the 31st of each month. It appears that your system is still generating the old due date, which is causing it to reflect that I am three months late when, in fact, I am not. This discrepancy needs to be corrected immediately. Additionally, I would like to understand whether it is legal for your company to generate late fees based on an outdated due date,especially when I have taken the necessary steps to update it in your system.This situation is both frustrating and unfair, and I believe it warrants further investigation. I feel that no one is looking and noticing what I am seeing. 

  I must express my continued concerns regarding the application of late fees on my account. While I understand that payments may go toward an outstanding balance, it is not fair for late fees to be continually assessed based on previous months, especially when payments have been made. I am not, as stated, three months late, and these late fees should not be continuously applied to my account.

  
  I kindly request a thorough review of my payment history to correct any discrepancies and ensure that the fees applied are just and accurate. I hope to resolve this matter as soon as possible to avoid further issues.

  I am being charged late fees even after making payments.  I am not three months behind.  I have paid July, August and September.  Once again, this information is incorrect.  You're using the same system that has me owing $3068.52 But, on the account, summary has $2439.05.  I would like the deferment since you cannot work on a modification.  It can be processed, and I know that I will receive and acknowledgment for me to accept the deferment.  As stated, I would have to answer the questions to determine if I am eligible.  I have done this several times and I get a representative who tells me no and then when I go this route, I end up getting it honored but with the unprofessionalism of we don't have to, but we are doing it comment because of your complaint 

• Initial Complaint

  Date:09/05/2024

  Type:Customer Service 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.

  2013 Kia ***** VIN: ***************** Car was paid as of July 30th Have not received it from the ***. Car was collected via Clunker ****** on August 2nd. Car lien was "released" August 16th. Multiple calls have been attempted. A live chat person tried saying customer service *************) would transfer to a person and it hangs up. Call placed *************) on 9/5/2024 stating that it was sent to an email ****************************** but they hung up as I asked multiple times to connect me to customer service. I explained that my account was closed and it does not transfer me to a person to talk to. They kept repeating to do account number ************ or social security number. Both do not work. They said enter my VIN. I explained you can't enter a VIN over the phone via numbers and they hung up.

  Business Response

  Date: 09/18/2024

  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:09/05/2024

  Type:Sales and Advertising 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.

  I would like to file a complaint for what I feel is unfair and illegal business practices. Noted earlier this year my account was in bad status nearing ***ossession due to me being hospitalized. At one point 3 notes were supposed to have been deferred after signing a e-document months later I was told it was not honered as the *** made an error offering the arrangement. No one ever reached out to say this deferment is void, I made a very large payment and brought the account current Unfortunately, due to the status of my health post Covid, I became ill again a few months back was again placed on a ventilator and had been hospitalized therefore causing my account to become past due again let me add that the account is currently not over 90 days past due &. My car was ***ossessed on Saturday . I had NO idea of it being placed in ***ossession and was never notified. After the last issue, I had I added my son onto my account and assumed that if anything was happened to me that he may receive a phone call or he may be notified of my account status he as well as myself or not I never received anything by mail or a phone call letting me know that my car was in ***ossession status. Today, I was notified that, although I was attempting to pay off the balance, and also pay the next months note as well that my account was apparently charged off in March,Why have I never been notified and now I am being told that I must find another lender to refinance Before the 25th when my car is scheduled to be sold rather than them accepting my payment Let me also add that since the pandemic Chrysler capital has not given me any type of assistance, *** offered to provide explaining to them the seriousness of the health conditions, I have since Covid, which include the need for a new lung I recognize that on paper I look like a bad person Im really not Im still fighting COVID wow they are no laws nor protection nor help just companies like this who stereotype you and act accordingly

  Customer Answer

  Date: 09/05/2024

  Good Day just in case I was not a clear as I could be in my original complaint I would like for it to be noted that bad things happen to good people. Some of us are not just failing to pay-I myself have spent over 200 days in the hospital in the last year alone. Most of these hospitalizations require lengthy *** stays due to me being placed on a ventilator and subsequent post discharge rehab stays. I don't have a stable enough family to handle my affairs in times of illness and to assume everyone does is a stretch.They can auto-pay my monthly note,just please allow me to have my vehicle which is essential for safe travels to my many appointments. I have requested a letter from several physicians detailing my health struggles and will provide should Santander be open to its receipt.

  Business Response

  Date: 09/18/2024

  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,

  Chrysler Capital

  Customer Answer

  Date: 09/18/2024

  After doing some research on my own it appears as of Chrysler Capital has a history of illegal repossessions and have even been sued for this, hence the reason for the name change to Santander.I will be consulting an Attorney as there is so much information out there which include warnings to not finance with them I wish I had seen it some years back. I knew they were terrible to be I didnt know how far reaching their slick business ways reached now I do.

  A simple ****** search yields so much

  Customer Answer

  Date: 09/18/2024

  adding screenshots of some of the plentiful info out there against this lender

• Initial Complaint

  Date:09/05/2024

  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.

  I am writing to dispute a fraudulent account listed under my name with Santander. The account in question was opened on 03/03/2021, with account number *****************. This account was not opened by me and is the result of identity theft.I have already filed a formal identity theft complaint with the ************************ (***) via *****************, and I have enclosed a copy of the report for your reference. I demand the immediate removal of this account from my credit report and any inquiries associated with it.

  Business Response

  Date: 09/13/2024

  Dear ******* ******* Black:
  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:09/05/2024

  Type:Service or Repair 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.

  I am not liable for this debt with Chrysler Capital due to the fact that it agreed that they will place the payments in the back of the loan but instead they choose to report it in another department, Now they are offering us a loan and advising us to file a dispute which we did but its taking way to long and its very hard for our family. Here is my story: I purchased this new truck in 2018 ! As soon as we got it things started braking down and they continued. I have done everything possible to communicate with Dodge Ram and Chrysler *******. My husband and I have written letters of complain to our State ************************** We still own this truck that continues braking down. Long story short just few weeks ago my girls and my husband were on their way to ******* and ************ in ******** when the truck broke down 6 hours a way on a trip that should have been 14 hour drive. Our kids are expensive so we cant afford flying if that bugs your mind. They play sports and its very expensive. Although we focus ourself around our kids life that was the scariest days for them. 7 Hours it took to get someone from ***** to ******. They stood on the side our road until 2 am in the middle of nowhere. Imagine that happening couple times a year and our dealership blamed it all on the truck. All I want is for Chrysler ******* to remove the negative impact they have done to our credit. They agreed it was a mistake but we are suffering and although they told us to pick a new truck they will finance it they will not send us paper work proving that and we cant to anything with our credit because no one wants to extend us credit card for car rentals or and other family essential. Please understand we obviously have the truck and we communicate with them and they still say we didn't make the payment. They just did after we told him we had to leave the truck in ******. It took a month to pick it up. I want Chrysler ******* to remove all of its negative remarks from my credit.

  Business Response

  Date: 09/17/2024

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

  CHRYSLER CAPITAL 

  
  

• Initial Complaint

  Date:09/04/2024

  Type:Order 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.

  I paid my car off even after they did a charge off years ago. I paid car in full but they wont send the title. They have not updated the amounts and there is no payoff amount option. They cant prove I owe anything. Its paid off. They need to clear it out and send me my title. No statements listed on account.

  Customer Answer

  Date: 09/17/2024

  Theyre adding an additional payment. They havent sent me a statement since January. This loan is paid in full I need my title. This is illegal on their part. 

  Business Response

  Date: 09/18/2024

  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.

  Customer Answer

  Date: 09/19/2024

  I am rejecting this response because:   
  

  I have not received a statement since January. If they think I owe these fees they can waive them. They need to compromise. They received payment as a charge off then continued to collect my payments. I do not owe anymore. 
  

  Send my title TO THE ADDRESS ON FILE PER YOUR WEBSITE. 
  

  I owe 0 

   

  send title now 

  Business Response

  Date: 09/25/2024

  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 ****

  Customer Answer

  Date: 09/26/2024

  I am rejecting this response because:   
  

  I paid $47 of the $153 so will this be refunded to me? 
  

  your response says as a courtesy you waived it but actually I called in and paid $47 to settle with one of your workers. So which is it?

   

  thank you 

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair 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.

  I have paid late fees three separate times and they never apply it towards the late fee! My payment is made in full by the end of every single month! This company ***** and does not care about its clients. Only ways to steal your money and scam you out of more.

  Business Response

  Date: 09/18/2024

  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 ****