We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Consumer Finance Companies

Santander Consumer USA, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Consumer Finance Companies.

Important information

  • Customer Complaint:
    Due to the volume of complaints filed against this business, BBB only publishes the details for 15% of the total complaints filed.

Complaints

This profile includes complaints for Santander Consumer USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Santander Consumer USA, Inc. has 14 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 2,043 total complaints in the last 3 years.
    • 815 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/15/2025

      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.
      Paid off the car 3 years ago. They will not send the title. Will not respond to any of our attempts to contact.

      Business Response

      Date: 04/17/2025

      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 ****

    • Initial Complaint

      Date:04/12/2025

      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 do not have any contract with Santander Companies yet they are reporting a negative account on my credit score; I am not liable for this debt. Santander/Chrylser cannot provide me proof of contractual obligation when requested.

      Business Response

      Date: 04/14/2025

      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 ****

    • Initial Complaint

      Date:04/09/2025

      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 truck on 03/08/25 SUV for my wife because the one we had broken down and I bought a 2019 ***** Tahoe at the ******** ****** Acura Sugar Land car dealership and after three days the transmission went out and I spoke to the dealer and they told me to bring the truck in from the day we bought it until today 4/09/25 we have not received any calls from the dealer and I don't know what is happening with the truck but I spoke with Santander Consumer Bank to cancel the car loan they told me that the loan cannot be cancel they cannot do anything I want to know if you can help me I don't know what to do thank you.

      Business Response

      Date: 04/17/2025

      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 ****

    • Initial Complaint

      Date:04/08/2025

      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 financed through the dealership, who used Chrysler Capital - a sub-company of Santander Consumer USA. In July 2024, I refinanced from Chrysler Capital to my local credit union. Since refinancing, my credit union has been unable to obtain the title from Chrysler Capital/Santander. The credit union title clerks and myself have contacted Santander Consumer USA to have the title released to my paid off vehicle: to no avail. Since my account with ********************** has been paid in full, my "account" no longer exists with them and I am unable to utilize their contact options to get in contact with them easily. I did speak with someone who stated that they will be releasing my title; this was several months ago and the title has still not yet been received. This company has been holding my vehicle title hostage since I refinanced the vehicle loan from them. They accepted the check for payoff, and still have not released the title since July of 2024. As of now, it is April 2025 and I still do not have my title from this company. I am demanding that this company simply release my vehicle title to the credit union that I am now utilizing for the loan: Founders ******************** at **************************************************.

      Business Response

      Date: 04/16/2025

      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:04/06/2025

      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 was provided a vehicle from this merchant upon having the vehicle I started to receive problems with it. I decided instead of dealing with the issue I attempted to return the vehicle and was told I would be financially responsible however according to section

      Customer Answer

      Date: 04/07/2025

      New vehicles are covered under the Lemon Law only during the Lemon law rights period (the first 24 months after delivery or for the first ****** miles of operation, after delivery, whichever occurs first).  According to ******* ***** law. But instead they sold the vehicle at the auction and therefore still holding me accountable for the remainder of the contract. Im looking to effectively dismiss this contract and receive a refund or store credit. 

      Business Response

      Date: 04/09/2025

      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:04/05/2025

      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 notify you of a fraudulent account opened in my name with Santander Consumer USA. I am a victim of identity theft and did not authorize the creation of this account. Below are the details of the fraudulent account:Creditor Name: Santander Consumer USA Opened Date: 11/5/2019 Account Number: ***************** High Credit: $5,348 I request that this account be closed immediately and that any negative information associated with it be removed from my credit report. Additionally, I would appreciate receiving confirmation of the account's closure and any relevant documentation regarding the fraudulent activity.Thank you for your prompt attention to this matter.

      Business Response

      Date: 04/16/2025

      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:04/05/2025

      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.
      Santander Consumer USA violated my privacy and stole/ repoed my car in error AGAIN they USED a ******************* Based in ******* Par ************* and that Company Used a ************************ in ** ******** Companies Towing Enforcement Who kept hanging up the phone because I didn't want My Vin Number and Other Private Personal Information Made Public and USED AGAINST ME and When I had an Appointment to Pick Up My Stolen Property They Refused To Release it to me unless I let them take a picture of my Passport on their Personal Cellphone yet they have signs clearly saying that there is no video picture taken beyond the point and the sign behind it doesn't say anything about them needing a photo copy of my id they just need the paper release which they had a week ago I had to call the police on them and the police didn't get my stolen property either and the Car was towed to a different location in Md Bel-Air Auction so these people gave me the run around making me have to get on the phone more than I should have and to keep giving low leave people my Private and Personal information when I reported it to Plymouth Township Police they claimed out of courtesy Lt. ****** wanted to tell me that I had a warrant in his jurisdiction Santander Consumer USA hasn't been My Finance company since they closed my account August 1 2020 and If they reopened a Closed account for any reason to make payments on it to clear my reputation that they destroyed then that's solely on them I'm Not Liable for any of their accounts they own me a New Car because of how they misused my information and prevented me from retrieving my car and property by law they didn't send me the information I was intitled to have and neither did the 4th party that stolen my car and property from Private Residents and neither did the police that the ************** had to report to These Santander Consumer USA Employees are doing the same thing that got them in the Class Action lawsuits 2020

      Business Response

      Date: 04/16/2025

      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:04/04/2025

      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 am not liable for this debt with Chrysler Capital. The account has been closed and do not have a current contract as requested. I demand this be removed from the credit report immediately.

      Business Response

      Date: 04/11/2025

      Dear Jerusalem *******,      

      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:04/03/2025

      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.
      To Whom It May Concern,I am submitting this complaint regarding Santander Bank and their continued refusal to work with me regarding my auto loan following my Chapter 7 bankruptcy. I have done everything in my power to communicate, stay proactive, and find a way to keep my vehicle. Despite all of that, Santander has made no effort to support me or offer any reasonable path forward and that is unacceptable. I have repeatedly contacted Santander to make it clear that I want to keep my vehicle and continue making payments. Yet, every attempt has been met with resistance, vague responses, or outright deflection. Now that the bankruptcy is discharged, I am being told my only option is to pay $4,959.52 in full to remove the vehicle from repossession status. If they are able to do that, they can do anything and that means I would have an active loan account. No flexibility, no payment plan, and no willingness to work with me in any capacity. The bank absolutely has the power to work out a voluntary, post-discharge payment plan with me. Many lenders do this. It is not uncommon. Santander simply chooses not to. This isnt about legal obligation, this is about choice and intention. Ive made it clear I want to pay. Ive made it clear I want to keep the car. But Santander refuses to provide even any resolve after speaking to representative (******) from the ********************** Bankruptcy is designed to give people a second chance and help them reestablish stability. Other institutions understand that. But Santanders unwillingness to engage with me, despite multiple good-faith efforts, has caused nothing but stress, confusion, frustration, and hardship. This situation is not only unnecessarily punitive, it feels deliberately obstructive.Fondly,******** ******* ************ Acct# ******; 1973

      Business Response

      Date: 04/16/2025

      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 ****

      Customer Answer

      Date: 04/21/2025

      I am rejecting this response because:   

      Customer Answer

      Date: 04/21/2025

      RE: BBB Case No.: 23156851
      **Santander Account No.: **6127


           Thank you for your response. While I appreciate the acknowledgment of my concerns, I respectfully disagree with the characterization of your efforts to resolve this matter.

           Your statement that "multiple communications" took place "wherein you attempted to assist in trying to resolve the matter" is misleading. There were indeed several communications between myself and Santander representatives, but none involved any genuine offer of assistance or resolution. The only option ever presented was to pay the full amount owed. There was no flexibility, no payment options, and no consideration of my circumstances following a Chapter 7 bankruptcy filing.

           Santander's continued demand for full payment, even after my bankruptcy discharge, further illustrates an unwillingness to engage in good faith negotiation. Hiding behind formalities and legal language while refusing to extend meaningful help is not a reflection of a company that values its customers' concerns and experiences, despite what your response claims. I want to be very clear that I am willing to pay half the current amount due in a good faith effort to resolve this matter. I have even offered to sign an affidavit acknowledging the balance and my intent to pay the remainder, and that was also denied. You refused to waive late fees, refused any structured plan, and offered no payment assistance of any kind. That is not resolution. That is a demand.

           Additionally, your statement, We apologize for any confusion or inconvenience, feels insincere in the context of your overall response. I was transparent about my financial hardship and pursued the legal process of bankruptcy. Your refusal to work with me after that process concluded demonstrates that customer care is not the priority you claim it is.

            Finally, your response was signed generically by "Santander Consumer USA ***** I am requesting that this matter be escalated to a senior leadership representative, an actual individual who is in a position to reconsider and respond to my proposal in a meaningful way.
      I look forward to a real resolution, not just another restatement of the balance due.


      Warmly,
      ******** *******

      Business Response

      Date: 04/28/2025

      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: 04/29/2025

      I am rejecting this response because:   

      Formal Response to Demeaning,Defamatory, and Disrespectful Correspondence
      To Whom It May Concern,
      I am writing in response to your recent communication regarding my account. The content, tone, and overall framing of your message were not only dismissive and degrading but, more troublingly, crossed a line into what I consider defamation of character.
      Your correspondence failed to acknowledge my good-faith efforts to resolve this matter, instead portraying me as someone attempting to avoid responsibility; an assertion that is both false and harmful. For the record, I am not making excuses, nor am I refusing to pay the amount owed. I have been transparent and proactive in trying to work toward a fair and reasonable resolution. To mischaracterize my intentions in your communications is misleading, damaging, and completely unacceptable.
      It is also highly suspect that no individual had the professionalism or courage to sign their name to the response. Instead, I was directed to contact a mere customer service representative. If your **************** stands behind its actions and communications, it should also have the integrity to own them. Hiding behind anonymity while delivering demeaning and dismissive messages shows a lack of accountability and respect.
      Moreover, your treatment reflects the dangerous attitude that because Santander often lends to individuals with subpar credit histories, it can then communicate however it pleases, as if customers should accept anything, including disrespect and degradation. Let me be very clear: financial status does not negate a person's right to be treated with dignity, professionalism, and fairness.
      What is most concerning is that Santander is fully aware of my identity, including my race, and the treatment I have received in these exchanges raises serious concerns about whether implicit or explicit bias has informed the tone and rigidity of your responses. When a customer of color is met not with solutions but with condescension,inflexibility, and thinly veiled hostility, it is entirely appropriate to question whether equitable standards are being applied.
      Phrases such as we consider this matter closed and we respectfully decline, combined with the total refusal to consider any compromise, are not only unprofessional but emblematic of deeper systemic issues within your institution.
      Since you have made it clear that you consider this matter closed, I will now proceed to escalate the issue externally. I will be forwarding all communications to the following agencies for further investigation and oversight:
      The Consumer Financial ***************** (****)
      The Office of the Comptroller of the Currency (OCC)
      The ******************************************
      Civil rights organizations concerned with discriminatory and unethical lending and servicing practices
      Please consider this my final direct communication to your ****************. All future correspondence will be documented and forwarded to the agencies listed above.
      Sincerely,
      ******** *******

    • Initial Complaint

      Date:04/02/2025

      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 got behind on my car payments due to hospitalization and illness. I last paid Feb 26 2025. On April 2nd I called and told them my hardship and paid $1000( two months of payments). I was told that by doing this my car would not be repossessed. Not long afterwards the same day a tow truck backed into my driveway and said he had notice to repossess my car. I told him that I made arrangements and paid $1000 as was told it would not happen. He was nice enough to let me call Santander. When the customer service tried to transfer me to the repossession department I was informed that the department was having technical difficulties and though they see my arrangements and payment that I had to let the tow truck take my car because the repossession department was unreachable. I have called on the hour for 6 hours now and they still tell me the same thing. So number one, I was lied to and made to pay $1000 and all the money I had to save from repossession but then because of Santanders error and technical difficulties I still lost my car. Basically, they just say there us nothing that can be done until the department is back up. I find this inexcusable! I have made every attempt to on my end to avoid this and was told it wouldnt happen and it still did. Now I am missing work and have no vehicle and they cant even tell me for how long. This is very poor business practice and a breach of my trust I placed in them after all the years I have had my loan.

      Business Response

      Date: 04/15/2025

      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.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.