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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

    • 2,018 total complaints in the last 3 years.
    • 749 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:08/23/2022

      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.
      My credit scores just dropped tremendously because of an error on Santander's end. I have a closed account which has been closed for months just all of a sudden reported a late payment which damaged my credit reputation. How is it even possible to report a late payment on a closed account that has been finished. What kind of business does something like this? This is illegal. I have even contacted them and no explanation was given of why this occurred. You can't just tamper with someone's file. Now, I am the one suffering because of what this company has did. This is no way to conduct business or future business.

      Business Response

      Date: 10/27/2022

      Business Response /* (1000, 5, 2022/09/01) */
      Dear Ms. ******:

      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:08/20/2022

      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.
      On March 5, 2022, I was involved in a two-car accident. My car was towed to Martin Paint and Body (Vaughn Martin) in Blackville, SC. My insurance company (Dairyland) issued a check made out to me (****** ********) and the finance company Santander Consumer USA in the amount of $10,819.86. I signed the check and mailed it to Santander. Upon receiving the check, I was notified by Santander asking what I wanted them to do with the check. I told them I wanted the repairs done. They told me what they needed from the body shop once the repairs were completed. (Pictures of before and after, W9 and insurance estimate). Before the repairs were completed, Vaughn Martin called Santander and told them the repairs were completed. Santander mailed him the check without verifying the repairs. The repairs were never completed, and Vaughn Martin cashed the check. I contacted Santander and was told that they did not have to have pictures of before and after. They accepted a verbal statement and that was all they needed. As of today, the car is not repaired, and Santander is not cooperating. I have reached out to them numerous times but was unable to resolve this matter. I cannot afford to pay for the repairs on this car in which I have not driven since March. I have pictures if needed.

      Business Response

      Date: 10/27/2022

      Business Response /* (1000, 5, 2022/08/31) */
      Dear Ms. ********:

      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.


      Consumer Response /* (3000, 7, 2022/09/01) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      At this time I have over $10,000 in damages to my car that was never repaired. Santander Consumer USA clearly did not verify that the work was completed. I do not have $10,000 to repair this vehicle, make timely payment or maintain full coverage insurance. Because of Santander actions, I have no other choice but to let this vehicle go back. I have provided photos of my vehicle that Santander paid Martin Paint and Body for damages that were never completed.

    • Initial Complaint

      Date:08/17/2022

      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.
      Company gave me a bad car and they wouldn't give me another on and now I stuck for 7 to 10years this company keep changing names auddie brown just keep change name now its patriot

      Business Response

      Date: 10/12/2022

      Business Response /* (1000, 5, 2022/08/25) */
      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.

    • Initial Complaint

      Date:08/12/2022

      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.
      There's an issue on my credit report on this account reporting on my credit report. I want you to delete this ASAPSANTANDER CONSUMER USA XXXXXXXXXXXXXXXXX

      Business Response

      Date: 10/12/2022

      Business Response /* (1000, 5, 2022/08/23) */
      Dear Mr. ********:

      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:08/11/2022

      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 kept clear communication with this lender in regards to my hardships. Many reps stated, "As long as you keep a line of communication with us, your car will not be repo'd." That is what I did. Every call I got from this lender, I answered. When I spoke to 1 rep, they stated, " you are good, your car will not get repo'd, we will have to notify you before that can take place," - Tito. The next rep, Vickie stated, "the info that Tito gave you was wrong, your car can be repo'd whenever". I was going through so many hardships, job loss, & the pandemic. Finally was transferred over to a rep at the Executive office. Shareese & Quadaire. I made a very specific payment plan w/Quadaire. 2 payments, 1 of $1000 & then of $1200, which the 2nd payment fell through due to my employer cutting my payroll short. I made several attempts to contact him without success. I got a call from a Santander rep. I explained to her all hardships, etc, & what payment plan I had with the executive office. She agreed & stated that she was aware of the notes, & made the arrangement for the next week so I had enough time to gather my funds from my employer. From my understanding, all communication was CLEAR as I was advised to do. Aug 3rd, not in my home, my car is gone. I was sure my car was stolen. I call the lender before calling 911 to verify that it wasn't WRONGFULLY repo'd. The rep AGREED that the vehicle WASN'T SUPPOSED TO BE repo'd but a supervisor was not there & I should call Monday to get the car back. I call Monday, the rep was RUDE. I explained everything & got cut off w/ "pay off the full balance to get your vehicle back." The option to pay the past due was not given to me AT ALL, w/o consideration of hardships & clear communication I provided.The rep stated that "assistance was given in Jan, you don't qualify to pay the past due, pay the full balance to get your car back." So since I asked my lender to work with me during a hardship, I am now being reprimanded with repossession. OBURD

      Business Response

      Date: 11/03/2022

      Business Response /* (1000, 7, 2022/08/30) */
      Dear Ms. ********:
      We appreciate the opportunity to address your concerns. Please see our attached response with our complete review and resolution to your request.

      Thank you.


      Consumer Response /* (3000, 9, 2022/08/31) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I specifically told the EO Specialist and several other representatives that phone calls were being made to me during my working hours and I was unable to answer. I specially told the EO Specialist Quaidaire that he was calling me during my working hours and he continued to do so. I called him on the phone number and extension that he provided me with, left a voicemail, and he DID NOT return my phone call. The payment arrangement that was made on July 29th, 2022, I specifically made the representative aware that I would HOPE to get paid by that date due to having issues with my payroll. She stated to keep open communication with them in regards to what was happening (which I did) and received no response from the EO. How is that an open line of communication? I was never advised that the car was going to be repossessed, in fact, the person that I spoke to the DAY OF the repossession, which was August 6th, 2022, stated, that there was NO REASON why the car was repossessed if the repossession case was closed since JUNE 2022 and was not reopened. I never received a letter from Chrysler in regards to the repossession taking place, the car was simply repossessed from a DIFFERENT ADDRESS than what is on my account. Also, I am entitled to the option to pay off the past due amount to retrieve my vehicle, per several representatives, which I did let the representative know at the time that I did have and was ready to pay, but they denied that option completely without consideration. Under the CFPB that is considered unfair, deceptive, and abusive, due to the fact that there was MANY scrape marks on the concrete and deep engravings on the parking lot where the car was parked.


      Business Response /* (4000, 11, 2022/09/09) */
      Dear Ms. ********:
      We appreciate the opportunity to address your concerns. Please see our attached response with our complete review and resolution to your request.

      Thank you.

    • Initial Complaint

      Date:08/08/2022

      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 own a 2016 Volkswagen Jetta with Santander. I paid them a lump sum payment to be put towards my monthly payments until my claim was fully processed and the appeal was decided upon because my car was totaled in a wreck. I did not cause the wreck however, they believe I was door dashing during the accident so insurance refuses to cover it. During the months following my lump sum payment I was lead to believe everything was fine on my loan. I moved to a new house and updated my address yet never received anything about a charge off. It turns out they charged off my car, refuse to remove it from my credit, will not settle with me, are unwilling to make payments. They sat me up to fail from day 1 with this loan and they refuse to allow me to do the right thing and be caught up and receive a lien release. I explained to them also if I was able to make a settlement with them, I'd be able to sell the vehicle in parts to pay more off. They will not work with me yet I still have the wrecked car that is not functional!

      Business Response

      Date: 10/12/2022

      Business Response /* (1000, 5, 2022/08/23) */
      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:07/21/2022

      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.
      Date of Transaction: 30 June 2022
      Amount Paid: $866.00

      I had a vehicle loan through Santander and purchased a new vehicle by trade in on 30 June. As the previous vehicle was out of my possession as of 30 June, Santander still withdrew the amount that should not have been taken out. As they have received the payoff after trade in, I over paid on the loan. The Representative who i initially spoke to told me that it will take 5-7 days to received the refund. Now I am being told that it will take 30-45 days to process and that it was company policy. This has caused a hardship on my household and I need the refund asap.

      Business Response

      Date: 09/07/2022

      Business Response /* (1000, 5, 2022/08/02) */
      Dear Ms. ******:
      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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