Business Profile

Consumer Finance Companies

Santander Consumer USA, Inc.

This business is NOT BBB Accredited.

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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

Customer Complaints Summary

2,046 total complaints in the last 3 years.
814 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.

Initial Complaint
Date:08/22/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 mom passed away April 16, 2024. I bought her a ****** Altma but the car was financed in my mom's name. My mom owed over $6000 at the time her passing. I've paid the balance owed down to $1760. I asked for an extension, because the full amount is due August 27. That extension was denied, if the full amount isn't paid I have to surrender the car to the company. I can only imagine how many people have lost their vehicle's or loved one's vehicle due to this short time given to pay what's owed. I'm glad I'm not financed with this company, I wouldn't recommend anyone to this company, nor would I EVER do business with this company. Losing my mom was hard enough, thank you for making things even harder for me.
Business Response
Date: 08/30/2024
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:08/22/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 paid off my loan in February and have not received my lien release. I have tried to contact the company and cannot talk to anyone. I have also tried to go online to request a lien release and they tell me there is no loan. I need the lien release to be able to sell my car.
Business Response
Date: 09/04/2024
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:08/21/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
Bank signed for check on 7/31 by ******** in the mailroom *** tracking 1z7289w70136088335 On 8/2 and 8/13 bank confirmed receipt of check.Later on 8/13 now denies receiving the check and is extorting me. Payment was due 8/15 they since marked the account past due, are still charging interest and threatened to report me for non-payment to the credit bureaus. Requesting Santander post immediately payment to account, remove fees and interest and cease and desist on extortion attempt. ******** **************** takes no responsibility and told me to contact the dealer. The dealer can do nothing and other confirm delivery of the check which has been done and is included.
Business Response
Date: 09/06/2024
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 ****
Customer Answer
Date: 09/10/2024
I am rejecting this response for the following two reasons:
1. After the final check was applied to the account it shows a principal overpayment of $1021.88. So why am I only being refunded $117.10? Where is the other $904.78?
2. The law state that banks have a legal obligation to process payments correctly, including acknowledging receipt of loan pay off checks. By law, when a bank fails to deposit the check , the BANK AKA SANTANDER, is responsible for resolving the matter. Santander's response does not address their legal violations if failing to resolve the matter despite being provided multiple checks that they signed for. There are multiple recorder conversations where they were provided the date, time (to the minute) and the employee who signed for the check and their response provides ZERO evidence they made any attempts to locate these checks. Their verbal and written responses were attempts to put ownness back on me, which is violation of their legal responsibility. Their response deflects to the consumer in an attempt to mask their malfeasance. I would like evidence that they made any attempt to locate these checks other than telling me it was my problem.

Business Response
Date: 09/19/2024
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: 09/20/2024
I am rejecting this response because It appears there is a misunderstanding regarding the distinction between the receipt and cashing of a check.

To clarify, my complaint specifically pertains to the bank's failure to properly process a check that was received, not to the act of cashing it. The sequence of events is as follows: a bank receives a check, and it is the bank's legal obligation to process that check accordingly. Santander's repeated insistence that I provide proof of endorsement for a cashed check is both misplaced and irrelevant to my claim.

Endorsement pertains specifically to the cashing process, not to the initial receipt of the check. I have provided clear evidenceincluding the location, date, time (to the minute), and name of the employee who received the checkon three separate checks/occasions. Despite this, Santander has not addressed its legal obligation to process the check upon receipt. They have failed to provide any evidence that they met the legal requirements to locate and properly process the check, of which they were fully aware upon receipt.

The deflection of responsibility back to me to supply information regarding a non-existent cashed check is unacceptable. Requesting that the customer provide a copy of an endorsed checkwhen they are fully aware that no endorsement existsdoes not fulfill their legal obligation regarding check processing of RECEIVED checks.

I urge Santander to revisit this matter with the understanding that their legal responsibilities begin at the point of receipt. I look forward to a prompt resolution of this issue.
Initial Complaint
Date:08/19/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
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 with this debt with SANTANDER CONSUMER USA I do not have a contract with this Santander Consumer USA, they did not provide me with the original contract that I requested.
Business Response
Date: 08/29/2024
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:08/19/2024

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 had an accident on May 15 at 5:15PM. My 2021 **** Ranger was totaled. State Farm paid them $33000.00. They did not spread it out to cover my payments until THEY got my paperwork ready to ****** for gap insurance that I purchased for the truck. They are responsible for getting the warranty check stubs to ****** for proof of ************** In the meantime they have left me responsible for ******* that the $33000.00 did not cover and sending me a monthly bill.

Business Response

Date: 08/30/2024

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: 11/18/2024

I purchased a ******************* February 2024. A person ran a stop sign in May and totaled my vehicle. I did purchase the ************* to cover the balance of what my insurance would not pay. Santander needed to send information to ****** so they would release the check to cover the remaining balance. They did not. I called them repeatedly and they did not take care of their responsibility. At the same time they took my insurance pay off money and continued to bill me for the remaining balance with interest. My credit took continuous hits and is now 170 points lower than it was. They have since received their payoff but want me to pay the interest they charged for not doing their job. And they did not repair my credit history. They are predatory lenders that use delay tactics and intimidating phone calls to harass me. They even implied I was unnecessarily escalating the situation. m

Business Response

Date: 11/25/2024

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 ****

Initial Complaint
Date:08/19/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
Since 2014 i have been complaining about this account. I filed a police report in 2020 and they still continued to report this account on my credit. Please delete this information asap off my credit report.
Business Response
Date: 08/30/2024
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:08/19/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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.
This business has NO useful customer service and now they have, I feel, intentionally messed up my payment history with them. I have paid my loan every month that i've unfortunately had a loan with them, but despite that they are now saying i'm 9 days late on my loan. They not only need to fix my account but fix any false reporting they've made to the credit bureaus.
Customer Answer
Date: 08/21/2024
Please close this case as the business has resolved the issue
Business Response
Date: 08/29/2024
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:08/19/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 a victim of auto contract fraud, also auto finance fraud. I inform bank what has happened they lied to me, that they don't finance car loans, both the dealer ****************** of ********, and Santander scam me into buying a 2024 ********** Mirage G4 vehicle. It has a very high interest rate, the car note is also very high. I later found out both were sued by New York State ************************* Consumer Finance Protection also, I told them I am unable to pay monthly payments, now wants to repossess car. The dealership told they were putting in a program, come back in April 2024, to refinance, came back I was given the runaround.
Business Response
Date: 08/16/2024
Hello I Receive and email regarding a complaint number #******** let me tell you that this is has to be a big mistake first of all dont live in ******** second I dont even sell cars and 3 I am not on business anymore so please erase me from this bbb thing thank very much.
Business Response
Date: 09/10/2024
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: 09/11/2024
I am rejecting this response because: I had to get assistance from New York State DMV, get proper paperwork of purchases car contract, even though I inform Santander of what happened to me, they never send me consumer assignment sheet, or notice of right to cure default, also payment history. I still stay firm it is criminal fraud, I will contact the **** which other victims have been effected the same as me. The bank also has not tried to help with what type of finance program, the dealership used, which I feel they should do since, I have a loan, with them. I feel the dealership, and Santander are both doing fraud. I found out after becoming a victim, everything now is on internet.
Sincerely yours,
**********************************
Business Response
Date: 09/19/2024
Dear *****************************:

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

Sincerely,

SANTANDER CONSUMER USA, INC.
Customer Answer
Date: 09/20/2024
I am rejecting this response because: I am a victim of auto purchase contract, and auto purchase financing. I have reached out to the Federal Trade Commission, to creditors also. I have been honest, through the entire process of buying this vehicle.
Sincerely yours,
**********************************
Initial Complaint
Date:08/19/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 noticed that my interest was increasing despite my balance decreasing. They explained that I had a simple interest loan. Even though I never made a late payment, I would be charged more interest if I didnt make my payment on the exact same day each month.
Business Response
Date: 08/30/2024
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 ****
Initial Complaint
Date:08/19/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
After recently reviewing my TransUnion credit report, I found accounts listed that are not mine and were opened fraudulently.I am a victim of identity theft and have already filed a complaint with the ************************ through IdentityTheft.gov. I have enclosed copies of the complaint, identity theft report, and other relevant documents for your reference.Santander Consumer USA - Opened: 12/23/2023 - Account Number: ***************** Please conduct an investigation, remove these fraudulent accounts from my credit report, and provide me with written confirmation once the corrections have been made. I also request that you notify the creditors involved that the accounts were a result of identity theft.
Business Response
Date: 08/29/2024
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.

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