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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:04/11/2023

      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.
      On March 6th I called in to Santander consumer USA to do a voluntary repossession. I've been calling for over 24 business days and the car is still parked. Passed around and given the run around, I've been hung up on, lied to, and was also told that the team leader had zero access to her direct supervisor. I was told it would take "a few weeks to process" it's been 24 business days. I've called nearly every day to have the same questions and no resolution. When I call I no longer have to be promoted on information to find my account, 1 for English, 1 for if they called you and it's not your call, birth year, and press 6 to talk to a representative. When the representative comes on the phone, name, last 4 of social, and then what can I do for you? I can recite their menu by memory. I've also been told that they have been driving by my home looking for the car, I've given all information to Santander Consumer USA as to where the car is and all info, and still after 24 business days, I'm hearing the same things over and over and nothing to help with getting the car picked up. The same people that loaned me money have treated me like an incompetent child. I have no other recourse please help.Sincerely ********

      Business Response

      Date: 04/12/2023

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

      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:04/10/2023

      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 at Chrysler Capital and I don't have a contract with NCB MANAGEMENT SERVICES **** They didn't provide me with a original application like I asked.

      Business Response

      Date: 04/18/2023

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

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

      Sincerely, 

      Chrysler Capital 

    • Initial Complaint

      Date:04/09/2023

      Type:Customer Service 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 leased a car from Chrysler Suburban in *********** ******** back in 2015. It was a 3 year lease and it was through Chrysler financial. I returned the vehicle back to the dealer in 2018. The vehicle was inspected and I took photos of the car and the mileage and dealer received the keys and gave me a clearance form with the mileage and showing that they received the car. The vehicle was in excellent shape and was ***** miles under the allowed mileage. As far as I was concerned, the vehicle was turned over and I was all set. Fast forward to last week as I am in the process of purchasing a home and upon viewing my credit report, it showed an active loan with a balance of almost ****. I thought this was a joke or a scam so I immediately called the phone number on the report. First Agent informed me that the vehicle was inspected by the dealership and that there was wear and tear and then there was a return fee of $395 plus other fees. I told her that it was impossible and that its been 5 years since I returned the car. She notified me that I can dispute the charges and transferred me to another number to file the dispute. The lady I spoke on the phone was supposed to be from corporate and was very rude. She said that it was my debt and that I had to deal with it. Furthermore, she refused to provide me with a copy of the inspection report, that would show the damage they are claiming to the vehicle. I told her that I am entitled to have proof or at least provided with a copy of what is being claimed against me and she refused to listen to me. Chrysler financial is ruining my life and now its blocking my purchase for a new home and with the pandemic that happened and everything that occurred they are trying to ruin credit by submitting false claims. I tried to reach corporate and they were not interested in calling me back. This is unbelievable that a car company would do that to anyone especially one of its customers. They claim car was sold. They wont show me proof Please help me.

      Business Response

      Date: 04/24/2023

      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 

      Customer Answer

      Date: 04/26/2023

      I am rejecting this response because:   
      that damage that they are sending pictures is not accurate. The vehicle was returned way under mileage allowed and with no damage. The $395 should have been waived because I leased another Chrysler vehicle from a different dealership. Also there is no way of knowing if that damage was caused by staff or the dealer or whoever moved the vehicle. As far as payments, they vehicle was turned over in time and without any late payments. Account was closed back on 2018. I was shocked to discover about it in 2023. 

      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, 


      Chrysler Capital 

    • Initial Complaint

      Date:04/07/2023

      Type:Customer Service 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'm trying to sell a **** ****** MR2. I financed through Chrysler credit corp back in **** and paid it off in 1990.The buyer can't register it because it has a lien on it from Chrysler even though it's fully paid. Problem is I can't get in touch with then due to all of their mergers. Any help is appreciated.

      Business Response

      Date: 04/21/2023

      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 

    • Initial Complaint

      Date:04/06/2023

      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 HAVE A LETTER OF CANCELLATION OF **** BECAUSE WE SETTLE THE **** AND ITS SUPPOSE TO BE DELETED AND ITS STILL REPORTING ON MY CREDIT REPORT AND I WAS SUPPOSED TO GET THAT OFF ON ALL 3 REPORTS AND IT'S STILL NOT OFF.

      Business Response

      Date: 04/18/2023

      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. 

      Customer Answer

      Date: 04/18/2023

      I am rejecting this response because: I am not responsible for any of this debt anymore.

       

      Business Response

      Date: 05/03/2023

      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:04/05/2023

      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.
      The company repossessed my vehicle on August 15th, 2022. And by law I have the right to redeem the car and all of my belongings in it before it is auctioned off. The car has not been sold and I would like to redeem my property in the same condition that it was taken in. I have attempted to get a full payoff presentment so that I could settle the alleged debt/balance. No one answers and I have been locked out of my account. I'm just trying to get the payoff statement!! Account number # ******** ******************************** 2018 ******* ACCENT

      Business Response

      Date: 04/17/2023

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

      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:04/05/2023

      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 am not liable for this debt with Chrysler Capital and I do not have a contract with them. They did not provide me with the original application like I asked.

      Business Response

      Date: 04/20/2023

      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 

    • Initial Complaint

      Date:04/04/2023

      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 sent a payoff letter on 2/21/2023 with a payoff date of 3/07/2023. On 2/24/2023 USAA send a check for $12,723.42 to pay off a vehicle loan via ****** The confirm delivery from ***** to Santander is 2/25/2025 at 11:45 PM, Saturday. Santander Consumer USA hold off in processing the payoff until 16 days after on 3/14/2023. The vehicle is refinance with USAA; Santander Consumer is requesting an additional $503.69 due on 5/15/2023 in order to release the title lien to USAA. Account number is **********

      Business Response

      Date: 04/18/2023

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

      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:04/03/2023

      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.
      We purchased this vehicle and has 72 months to pay on the car. We have paid the 72 payments. We are total that the late fees equals ****** and the misc fee is ****** RTn payments but ******* is still owed on the car. This is due to simply daily interest they say. The matured date was June 2022 and with the deferred payments it was extended to March 2023. Which was paid in full. Now the company still says we owe them *******. And on that amount it will continue to earn interest daily! This will continue to be an everlasting process of paying on this vehicle due to a everyday interest. Please review and assist us with this matter. Thanks

      Business Response

      Date: 04/14/2023

      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:04/03/2023

      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 santander consumer usa and do not have a contract with them. they do not provide me with the original application like i asked

      Business Response

      Date: 04/12/2023

      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: 09/15/2023

      in accordance with the fair credit reporting act the listing account below has violated my federally protected consumer rights to privacy and confidentiality under 15 USC **** my information has been compromised or breached, and this debt is not mine please remove this immediately. i am not liable for the debt to original creditor. i do not have a contract with collections name and was not given one when requested.

      Business Response

      Date: 09/22/2023

      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. is NOT a BBB Accredited Business.

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