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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

    • 2,023 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:03/31/2023

      Type:Service or Repair 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.
      I bought a 2010 Jeep Grand Cherokee (VIN#: ***************** ) that was financed through Gatway One Lending and Finance which was sold to Santander Consumer USA. Gateway One account #:*********************************** account #:***************** I paid off the account in February 2020 during the transition and never received a lien release or title. I'm currently dealing with an insurance claim on the vehicle and insurance cannot issue check for repairs until the lien is removed. We have contacted Santander multiple times over the last 2-3 weeks and simply asked for a lien release statement to be emailed to me or faxed to my local title ***** I have yet to receive either. I was shuffled around and told to call 2 numbers back and forth multiple times with very little help. They keep saying it will get taken care of and have on multiple occasions told me 3-5 days and then ***** hours but those deadlines keep passing with no lien release so I'm forced to call back in and repeat the process with no success. ***************** is waiting on this to close the claim and my wife currently has no vehicle if kids get sick or in case of emergency, due to the damages we are held up on fixing due to this lien. I don't understand why this lien was not released immediately after payoff 3 years ago or why the company can't handle a simple request to release the lien. Our next step will be to contact a lawyer.

      Business Response

      Date: 04/13/2023

      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: 04/13/2023

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:03/30/2023

      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 co-signed car loan for my granddaughter. She defaulted on the loan with Chrysler Capital. Sandanter paid off the Chrylser Capital Credit $10697.30 default amount, and sent me a Form ****-C (2022) indicating I have sole responsibility for the debt cancellation. I sent several letters stating my position that there were two borrowers on the loan agreement, and questioning why the Cancellation of Debt Notice bears only my name in the full amount of the debt relief that was paid. There were two borrowers listed on the account. The Form **** needs to be amended; the full amount paid should not be the responsibility of only one of the parties to the agreement.. A ****-C should be sent to ************************* as joint owner. I was told that a Form ****-C was also sent to ************************* in the same amount, but I asked for proof none was given. I want Santander to provide me with a corrected Form ****-C showing for my half of the canceled debt. Listing me as having sole responsible (item 6, event code "F") is not accurate. I am not solely liable. Santander needs to amend what they sent to me and provide me with proof that a Form ****--C- was also sent to ************************* and the amount listed therein. ************************* and I were joint borrowers on Chrysler Capital account No. *********.

      Business Response

      Date: 04/11/2023

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

      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:03/30/2023

      Type:Product 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.
      ** 2020 I entered into a contract with Santander Consumer USA, I kind of fell behind on a few payments on the vehicle well On Saturday March 25, 2023, my car was repossessed from my home without giving me an option to arbitrate, I called Santander Consumer USA several times after my car was repossessed to see what was going on but everybody that i talked to pretend to not know anything about the repossession and at this point I need help with getting this issue resolved and getting my vehicle back before they sells it and help with getting a settlement for damages.

      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: 04/21/2023

      I am rejecting this response because: I was not given a fair opportunity to resolve this matter through Arbitration like the contract stated and because I was not given the option to arbitrate that is a breach of contract on Santanders behalf. 

      Business Response

      Date: 05/04/2023

      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:03/30/2023

      Type:Product 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 a claim on 2/23/23 for a total loss of a vehicle which my insurance paid for, Santander told me they would issue a check for the overage on 4/05/23. After calling back due to an accidental .due to an accidental hang up, I was informed that I would not be receiving a check but a gift card and I would not receive it until early May. This was after weeks of anxiety and hassle. Being told I would have to pay my last payment on the 28th if my insurance check didnt clear by my next due date Had I actually paid on that date. I would not have received it until May.

      Business Response

      Date: 04/10/2023

      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:03/29/2023

      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.
      Santandare is in breach of consent order issued by th BCFP. File number 2020-BCFP-0027. I am a victim of this currently and am trying to stop their illegal activities on my behalf!

      Business Response

      Date: 04/07/2023

      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:03/29/2023

      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 Santander Consumer USA . They did not provide me the original application like I asked.

      Business Response

      Date: 04/06/2023

      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:03/29/2023

      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 been dealing with Santander Consumer USA since the end of 2020, I have been behind on payment getting caught up. Santander always called my more than once and I can prove it. They sometimes called me two three times a day. On March 14th Santander claims they called me I never had a miss call. They don't call me again. On the 2oth the send for vehicle to be reposed pick it up, and the lady from the repo place was looking for a confrontation. When I spoke to Santander they all of a sudden say it a courstesy call they don't have too. They're trying to justify their actions. They also claim they sent three letters in 2021 and by law they don't have to send another letter. I do recall getting one letter.

      Business Response

      Date: 04/10/2023

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

      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: 04/19/2023

      I am rejecting this response because:   They think they found a loophole in the law three letter and they're cover. I was Never sent classified mail I got one letter. They also would harass me with phone calls until they said theyre taking the vehicle. They never call me on the 14th. Furthermore in 2020 Santander settle a lawsuit for giving people vehicle to people who are high risk of not paying a loan. If you look at my vehicle payment history I in a year an half NEVER paid my vehicle on time. ********************* also tried justifying their attaction we don't have to call its a curiosity call. We'll i wish they would of stop last year. 

      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: 04/30/2023

      I am rejecting this response because:   Santander is Again trying to lie there way out of it. If you look at all my calls yes, it is considered Harassment. They knew exactly what they did when they supposedly called me on the 14th. Then they stopped calling because the knew they were going to repo the vehicle. NEVER IN THE **** AND HALF DID THEY ONLY CALL ME ONCE AND STOP CALLING. They also knew I was going to have the vehicle paid up to date in March. All they do is justified their action. They say the account doesn't qualify for deletion, and I could of requested they stop calling me. Look at their statements! They constricted themselves. The first said it is a courtesy call. Well, a courtesy call doesn't call someone twice a day and then two days later another call. They continue to try and use loophole to justify their action. IF ANYONE OF THEM HAD CHARTER TAKE RESPONDIBITY and ADMIT they screwed up! Again, they know they settle a law suit in 2020. THEY teach their customer service the same way they are! They need to take responsibility 

    • Initial Complaint

      Date:03/23/2023

      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.
      September 2022.I have informed this company that I am a victim of identity fraud, and that there was a fraudulent auto loans opened in my name. I have made several attempts to provide them with all information to get this account removed off my credit report, and they refuse to do such action. I have provided a FTC report, a police report, and also filled out their own internal identity theft claim report, I have also disputed this with the credit bureau's and they continue to verify this account as accurate and complete with the credit *********. This is very frustrating as being a victim of identity theft and this company is not trying to help resolve the issue, and this has damage and affected , my life and my credit tremendously and they are also sending me harassing emails and calling me every single day telling me I must pay I must resolve this issue. Also I have requested the auction receipt of which when this vehicle was sold and for how much and they refused to provide that piece of information they stated they do not have to show me any Auction receipt, but they are asking me to pay a balance that I am on unsure of and that cannot be proven by documents. All they have provided me was a list with items and charges which is not sufficient enough. Anyone can make a list and put a price. this company Has been very aggressive towards me, and very unwilling to help. I even spoke to someone in the executive office, and they told me that they will not remove anything, and that I must pay full balance, and this was very threatening to me.

      Business Response

      Date: 04/07/2023

      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:03/22/2023

      Type:Product 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.
      My dda account was used to pay *************************** auto loan totaling $2k from my ssdi exempt funds in violation of deceptive practices act. refund all payments today or face lawsuit.

      Business Response

      Date: 04/04/2023

      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:03/22/2023

      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 car I had financed through Santander has sense been given back to them and the car was sold but the original balance and late fees are still on my credit as showing active. I should not have this still on my credit as if I still owe the full balance when the car was sold. I received a letter saying that I owed **** some odd dollars remained on the balance now send ****** is telling me that I owe $5000 that has accrued from interest and finance charges. Every time I try to talk to Santander. They get a nasty attitude with me and refused to negotiate anything and I asked why it was still on my credit and I was told that I still owe the ****** but I don't I filed a dispute with *********** to resolve this issue on my credit but again I'm asking that this be taken off my credit because it was originally my daughters car and it was during Covid in which she lost her job and could not pay for the car so we turned the car in because we knew that we could not catch up on the payments so I think Santander needs to give us the benefit of the doubt because this needs to be taken off my credit

      Business Response

      Date: 04/07/2023

      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.

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

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