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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

    • 2,016 total complaints in the last 3 years.
    • 748 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/24/2023

      Type:Delivery Issues
      Status:
      Resolved
      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.
      ******* refuses to provide proof of vehicle repossession as required by ************** ********** of *************** ******* refuses to provide said required proof to me. Proof is required as my commercial driver's license may be suspended for having license plates shown as not being surrendered in my name and a vehicle shown to be in my possession that is not insured.

      Business Response

      Date: 05/17/2023

      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 Inc.

      Customer Answer

      Date: 05/17/2023

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:04/24/2023

      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 not liable for this debt with Chrysler ******* and I do not have an existing contract with Chrysler Capitol. I recently had a settlement which paid my debt in full. I had a lemon and had to get a lawyer to enter the buyback program.

      Business Response

      Date: 05/09/2023

      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.

      Chrysler Capital

    • Initial Complaint

      Date:04/21/2023

      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 let you know that SANTANDER CONSUMER USA # ******XXXXXXXXXXX is reporting information on me that is inaccurate. My understanding that you will do an investigation. I am in the process of applying for a home, so I need your help making sure everything is accurate. ANTANDER CONSUMER *** # ******XXXXXXXXXXX Account status Open on Transunion. Closed on Experian, Closed on Equifax. Date of last payment 05/02/2019 on Transunion, 05/02/2019 on Experian, 12/01/2018 on Equifax. Date of last active 03/02/2023 on Transunion, 02/01/2019 on Experian, 12/01/2018 on Equifax. The High balance $29,072 on Transunion, $29,072 on Experian, $18,222 on Equifax.

      Business Response

      Date: 05/01/2023

      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 Inc.

    • Initial Complaint

      Date:04/20/2023

      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 bought a new car from Dow ****************** in *******, *****. It was a 2021 Buick Encore GX Preferred. The car was finance though Santander on June 15, 2021. My payment was due every month on the 28th of each month up until I traded my car on another car from Dow, that was a 2023 Buick encore GX. I never missed a payment on the Buick 2021. My payments was always paid by check with my account number written on the check. I called ******************** in February to see if they had received my payment that was mailed to them. ******* 19, 2023 I mailed a payment to Santander for the amount of $530.57. I always mailed more than the amount. Santander said that my payment for February had been return back to my bank. **** the manager said that he needed to see copies of my bank statements for ******* and February if I wanted to dispute it. So I faxed Santander copies of my bank statements through March. The first week of February Santander told me that I did not owe a payment for February because I had overpaid, but what had happen was that a payment from someone else to another account had been posted to my account. On February 15, 2023 I traded my 2021 Buick Encore GX for a Buick 2023 Encore GX. Dow called Santander to see what my pay-off would be for the Buick 2021 Encore GX, so Dow in ******* paid them off for the car. So if Santander did not give Dow the correct amount of pay-off it is Santander fault and not mines. If Santander knew that I still owe a payment for February, why Santander did not tell Dow. Santander waits until March to tell me I owe a payment of $458.62 for ***** and I have had my Buick 2023 Encore GX for a whole month. Again, it is Santander fault and not mines. Zwhy Santander waits to send me a bill?

      Business Response

      Date: 05/01/2023

      ***************************:

      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:04/20/2023

      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.
      Santander Auto and I negotiated a payment pause for my auto loan in October of 2022. The payments were to resume in December of 2022. Shortly thereafter a late payment showed up on my report. Santander refuses to remedy this, even after presenting signed documentation. I have raised this issue multiple times to no avail. How can you mark ********* late under an agreed deferral outlining terms? Fix this immediately across all 3 bureaus.

      Business Response

      Date: 04/28/2023

      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 Inc.

      Customer Answer

      Date: 04/29/2023

      I am rejecting this response because: 

      Santander - There is a reference to an attachment in your response. I have not received nor can I view said attachment. Once I receive this and review it, considering everything has been taken care per the contents of the attachment, this matter can be resolved and closed. Thank you.

      Business Response

      Date: 05/05/2023

      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:04/20/2023

      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.
      Santander *** is not a customer satisfaction oriented company. I fell into some hardships and done my best to keep up with the payments on my truck and they refused to help me by giving me an extension on my truck. Both agent and manager were very nasty to me. Instead of doing everything in their power to help their customers they refuse to. If I could ************** to another bank I would and would never deal with them. They offered a payment plan which is no help out all. It requires me to pay extra money that I dont have to be able to catch up and be on time. The manager said she would file a complaint on my behalf but no one would call me. I need help and they not offering any realistic.

      Business Response

      Date: 05/02/2023

      *****************************:

      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: 05/19/2023

      I am rejecting this response because:   The information is inaccurate.  I did not, at any point say I could not pay. I actually told the supervisor I can pay and start making monthly payments but have a hard time catching up which is why I needed the extention. I told the supervisor if I can be brought up to date via the extension,  I then  can start paying on time. 

      Business Response

      Date: 05/30/2023

      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 Inc.

      Customer Answer

      Date: 05/30/2023

      I am rejecting this response because:   My concerns have not been satisfied. The company needs to meet me halfway. I will make a payment of whatever amount is needed but guarantees me an extension so I can get back on track. I can make payments going forward if the extension is given. Whatever santander can do I will appreciate 

    • Initial Complaint

      Date:04/19/2023

      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.
      Santander has my auto loan financing. December 9, 2022 I made a payment as I do every month on the 9th-through my bank for $500. The payment was not posted until 12/28/22 and then sent to an incorrect account. ******************** ****ed my payment as missed and reported it to all 3 credit bureaus as late.; and are STILL showing me late.I have been regretfully forced to deal with this company since then-calling every 2 weeks for FOUR months to correct THEIR errors; sending paperwork and proof of payment; at least 5 times along with speaking to a different person every time I called- taking at least 45 minutes each time.Its been 4 months of back and forth even with my bank involved, and the issue is still not fixed. I am exhausted by the frustration and incompetent personnel .I need the late **** on my credit reports removed immediately but cant seem to get through to them. I have never been late. This is the most difficult company I have ever experienced working with in my entire life. If I did this at my job Id have been fired. All documents they asked for are documented within their system- no one does their job. Do not ever finance ANYTHING with Santander ***.

      Business Response

      Date: 05/02/2023

      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:04/19/2023

      Type:Delivery 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 paid my car off February 11th they send me a notice that it was paid off and I should receive my title within 2 weeks basically been 2 months the dot still does not have the information needed to release my title please respond to this thank you

      Business Response

      Date: 05/01/2023

      *************************:

      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:04/19/2023

      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.
      SANTANDER CONSUMER USA they did a inquiry to my credit without my authorization and do to this it affected my credit the inquiry was made on 09/03/2022

      Business Response

      Date: 05/01/2023

      ***************************:

      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:04/19/2023

      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 had contacted chrysler capital customer service at their main number.I was close to the end of my loan and requested a payoff quote with details and breakdown of the quote. I was given misinformation and conflicting information with each call. I paid off the vehicle and received my title. I even called chrysler back and confirmed a zero balance. I received an alert from Experian credit Bureau stating there has been a change to my report. Chrysler reported me as 30 days delinquent. I contacted chrysler customer service to inquire what was going on. Eventually they sent me to Platinum credit department on 4/12/23.After going over the timeline of past calls and the misinformation given to me, this ***** Said they would do an audit and pull those calls and to call back Friday evening 4/14/23. Called back Friday evening to customer service requesting the ************* and another representative stated there was no audit done,no calls pulled. Was put on hold and eventually a manager named *********************, came on the line and said he would have the calls pulled (it would take 48 hours)and for me to call back on Monday evening.(4/17/23).So, I called back Monday evening and was told "Oh no. It takes more than 48 hrs to pull calls" that rep said he would pull calls again . I stated that I am still being given misinformation. I asked to speak with the manager ********************* that I spoke with Friday evening. The reps ******** was, I don't know if he is working. I informed him that i am not waiting anymore and That I want this **** on my credit report removed immediately i got another manager named *******, she escalated this to executive offices and assured me they would contact me in a few days. Tuesday evening I received a call from executive offices (********) she asked me to inform her of the situation. She stated there was a lot more information from me than reps had reported in their notes. She said she was pulling the calls and would get back to me in five days.

      Business Response

      Date: 05/01/2023

      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 

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

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