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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.
    • 741 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:08/08/2022

      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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