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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

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

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    Customer Complaints Summary

    • 2,047 total complaints in the last 3 years.
    • 818 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:07/02/2024

      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.
      ************************* Personal Statement First Name:Last Name:Address: Phone: Email: ******************************************************************************************************************** ************ Accounts Affected by the Crime Credit Card Opened by the ************* or Organization:Account Number:6/2024 FIRST PREMIER BANK **************** 2/2020 FTC Report Number: ********* Date fraud began: Date that I discovered it:Total fraudulent amount: $ 520 ******************************************************* Page 1 of 3 ************************** 7/2/24, 3:17 PM Company or Organization:Account Number:6/2024 FIRST PREMIER BANK **************** 4/2021 Date fraud began: Date that I discovered it:Total fraudulent amount: $ ***************************************************** Organization:Account Number:6/2024 MACYS CBNA **************** 7/2022 Date fraud began: Date that I discovered it:Company or Organization:Account Number:6/2024 ************** original creditor: PROGRESSIVE 217757XX 3/2024 Total fraudulent amount: $ 447 Utility Account Opened by the Thief Date fraud began: Date that I discovered it:Total fraudulent amount: $ 485 Utility Account Opened by the ************** or Organization:Account Number:1/2024 I.C SYSTEM *** original creditor: ATT UVERSE 162226XXX 6/2024 Date fraud began: Date that I discovered it:Total fraudulent amount: $ 302 Fraudulent Information on Credit Reports Credit Card Opened by the Thief ******************************************************* Page 2 of 3 ************************** 7/2/24, 3:17 PM Accounts or Charges Yes, fraudulent accounts or charges appear on my credit report Addresses: *****************************************************************************************************************

      Business Response

      Date: 07/12/2024

      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:07/02/2024

      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.
      There are unexplained fees that is on my account and everytime I call and ask about a pay off I get extra charges added to my account

      Business Response

      Date: 07/15/2024

      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:07/01/2024

      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 started receiving irs letters that I owed money. Come to find out Santander was filing on my taxes as extra income that I now owe back. The loan was not just in my name I was just a cosigner and this was from repo my ex-husband was to take full responsibility in the divorce in 2020 and the irs filing from Santander was 2021. I'm filing a lawsuit this is not my debt and how with no notice can you charge it off, sell it, then try to say I owe the full amount of loan that I have nothing further to do with.

      Business Response

      Date: 07/15/2024

      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.
      Chrysler Capital

    • Initial Complaint

      Date:07/01/2024

      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 leased a 2021 Jeep Gladiator in April of 2021. I returned the vehicle in April 2024 with ***** miles and had made all of the vehicle payments previous to turning-in the vehicle at ************* in **********, **. I received a bill for the turn-in fee (which I paid) and a $100 early turn in fee ( which Chrysler capital waived).I recieve a bill for an additional $270.20 for fees after the vehicle was sent to auction. Chrysler Capital sent the Jeep to auction and the realized value was ***** and if I chose to purchase the vehicle it would have been ********. I chose to turn-in the vehicle instead of purchasing and because I did not purchase the vehicle ( they appraised the vehicle at $30,900) I am being held responsible for this charge. They also kept my security deposit of $450 and informed me because I turned my vehicle in 20 days early that I was liable for these (and other charges). I did turn the vehicle in, as the asking purchase price for the vehicle was over $3000 more than the value of the vehicle. I was in good standing , my mileage was 6000 miles less than I paid for, the vehicle was in great condition. Now I am being charged for turning in a vehicle earlier (one month), even though I met and exceeded all my financial obligations with this contract.

      Business Response

      Date: 07/15/2024

      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.
      Chrysler Capital

      Customer Answer

      Date: 07/18/2024

      I am rejecting this response because:   

      I did turn in the vehicle on 5April,2024. The Manager of the dealership contacted Chrysler Financial on the phone (while I was in his office) and gathered the information necessary to turn in the vehicle. I received a bill for an early termination on 15aPRIL2024 and called to see if this was correct. When I explained to the representative on the phone that I took the vehicle in, was informed that the price of the vehicle was less than the trade-in value, and that there was nothing in the inventory that would work for my budget, I then decided to turn the vehicle in. All the payments were made, the vehicle was in great condition, and I paid the grounding fee. All the obligations I had for this vehicle were met with the exception of 20days. I could understand if a vehicle was not paid off, or it was an impound, that it would be sent to auction and the customer would be liable for the difference; but a person that has made all payments should not have to pay extra because your company is exploiting wording in a contract to make a monetary gain.

       

      Business Response

      Date: 07/23/2024

      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.
      Chrysler Capital

    • Initial Complaint

      Date:07/01/2024

      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 am a new customer with *******************************************. I recently purchased a new Tesla and used *****'s financing option, unaware that ***** was not handling the financing directly. I received a statement from Santander showing a total amount due of $1,139.44 by 07/30/24, with a balance of $67,816.44. The statement only showed the payment and balance, without any explanation of what the charges were for.After some confusion, I finally figured out it was for the Tesla by Googling the company and making an educated guess. I then received a brochure from Santander titled "CONNECT," which suggested setting up an account to access billing and other information. While setting up the account, I was prompted to receive a security code via text message. Although I received the code, entering it did nothing. I then requested the code via telephone, but it still was not accepted.I called to speak with someone but was placed on hold after the automated voice informed me that there were ***** calls ahead of mine, with a hold time of up to 3 hours. I also tried to find an email address by ********, but to no avail. The phone number for support would only be available to me after logging into my account, which I am unable to do because I can't get it set up.I did not choose to finance my car through this company, so I am shocked and appalled by the nonexistent customer service. I will be contacting ***** to share this unacceptable experience.

      Business Response

      Date: 07/16/2024

      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:07/01/2024

      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 found out via the **** of ***** Vehicle that there is a lien on my vehicle that I paid off more than 10 years ago (year 2012). It also shows so on my credit report. My vehicle VIN is ***************** (2005 Dodge Neo). This is illegal. After doing my own research,I found out that they also failed to notify me of of the allegedly lawsuit against them in which Santander breached its own contracts by charging improper fees because. I believe I definitely a victim of this and more allegedly. I am demanding that they release the lien on my car title, send me a lien free title via mail asap, and fairly compensate me for the financial burdens and inconvenience caused.

      Business Response

      Date: 07/16/2024

      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:06/29/2024

      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.
      07/2024 an application was sent to Santander for credit on a new car. I already have existing car loan with Santander at 16% interest and a perfect payment history for 5 yeas, Santander just approved me for new car at 23% interest. This is complete fraud and they should be ashamed of themselves. My credit score is 3x higher then when I bought existing car, add perfect payments. How does that allow higher interest rates? Fraud, Scam, negligence of Santander.

      Business Response

      Date: 07/11/2024

      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: 07/13/2024

      I am rejecting this response because:   There was an application in July,  my credit is excellent with perfect payment history.   Current interest with them is 16% yet for a new auto loan they put interest rate higher,  I rejected the terms and went elsewhere.  But these actions by Santander is complete fraud.  Warn customers not to be scammed by car loans.  

      Business Response

      Date: 07/19/2024

      Dear *************************:    

      Thank you for the continued 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:06/29/2024

      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 dispute the following errors I found on my credit report. Please note that I am a victim of identity theft, and I have already filed complaints with the Police Station, CFPB, and IdentityTheft.gov. Enclosed are copies of the complaints for your reference.Accounts That Are Not Mine The following account was fraudulently opened in my name and is not mine:Creditor Name: Santander Consumer USA Opened Date: 02/07/2024 Account Number: ***************** Amount: $28,946.00 I request that this incorrect entry be investigated and removed from my credit report immediately. I have also enclosed copies of my identity theft report, police report, and other supporting documents.Thank you for your prompt attention to this matter. Please contact me if you need any additional information.

      Business Response

      Date: 07/09/2024

      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:06/27/2024

      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.
      In February 2020 I purchased a 2020 ****** Versa from ********************* ****** in ********** Ga. The vehicle was financed through Santander, due to my lack of a credit history the interest rate was high. In 2022 I refinanced the car using Rate Genius with AFFCU. In February 2024 I paid off the loan. The state of ************** has never issued a clear title because Santander never sent an electronic lien release. *** contacted them and was told they couldnt help me that any lien release request must come from Rate Genius. Rate Genius contacted them and they still havent released it. I need the lien release done

      Business Response

      Date: 07/10/2024

      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:06/27/2024

      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.
      Please delete and block this account because this is not mine, this affects my credit health and my financial too. I want this to be deleted within 5 business days. This is already violating credit consumer act.

      Business Response

      Date: 07/10/2024

      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 ****

    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.

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