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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

    • 2,043 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:05/21/2024

      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 Santander consumer USA. I do not have a contract with Santander Consumer USA, they did not provide me with the original contract as I requested.

      Business Response

      Date: 06/05/2024

      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:05/21/2024

      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 co signed on a vehicle for my sister . But they told me if she decides to turn the vehicle in they auction it off. And the car bor was ****** but when I called and spoke to someone they said it shouldnt be more than ***** left after sailing the vehicle . Now I am receiving a letter from them stating I have to pay ****** dollars car was in good condition and only had ****** miles on it . Also a 2019 & they want me to believe they sold it for only ***** dollars . No. I dont believe that. But also they trying to get me to pay ******

      Business Response

      Date: 06/04/2024

      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:05/21/2024

      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.
      My car was repossessed on April 29th. I was told to pay 1600$ in order to pick it up from impound lot. I overnighted thru ***** a cashiers check in the amount of $800 and check from The ************************ for $1000 on May the 6th. My over night delivered finally on May 10th. For the past 11 days I have been told they will not release my car until the payments post to the account. As of this morning May 21st the cashiers check posted to my account on May 17th for $800 and the $1000 check was returned to the helping hands foundation on the basis of it not having an account number on it. Neither did the cashiers check that they DID post to my account that was in the same exact letter envelope in the same fed ex overnight envelope. So they could post part of it but could not post the other. Now the helping hands foundation is overnighting ANOTHER check with the account number! ********************** is now telling me it will another 7-10 business days before that check will post which will be past the extension already given to me on the repossession and the 30 day **** of them being able to sell my car out from under me. I did exactly what was asked of me in the time frame of which it was asked! I have my paper trail of fed ex tracking, a copy of the check, etc! What can I do??

      Business Response

      Date: 06/03/2024

      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:05/21/2024

      Type:Order 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've paid off my car loan with Santander Consumer USA since December and until today I didn't receive my lien release letter from them. I've called twice and I always hear that they will send it right away but without success. Now, after few months, I don't have access anymore to my Santander account and cannot call them to the title service anymore.

      Business Response

      Date: 06/05/2024

      Dear ***** Bringhenti *********************:
      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:05/20/2024

      Type:Order 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.
      Dear CEO Office of Santander Consumer USA,I hope this message finds you well 2020 Tesla Model 3, VIN: 5YJ3E1EB1LF600563X.Upon purchasing the car from Florida Fine Cars, I encountered significant financial difficulties due to a high debt-to-income ratio, which led to my loan application being denied by my bank. This left me in a precarious situation, struggling to commute to work and ensure my children's transportation to and from school, particularly while navigating the challenges of leaving a domestic violence relationship.In my desperation, I sought assistance from Santander, but unfortunately, the loan terms offered exacerbated my financial strain. Despite expressing my concerns to my sales representative and bank agent, the situation persisted, resulting in further damage to my credit and considerable emotional distress.I am reaching out to request a resolution to this matter. Specifically, I am requesting a 1099-C with a settlement offer of $12,500 to address the injustice and stress caused by the loan. Enclosed with this letter is a restrictive endorsement letter and a check for the settlement amount. The terms and agreement are outlined on the back of the check, along with this correspondence.This request is an ******* attempt to resolve the financial hardship my family and I have endured and the significant anxiety caused by the loan terms, including a 7.41% interest rate on a vehicle valued at over $40,000, with monthly payments of $929.55 over a five-year period. Given my unsustainable debt-to-income ratio, I urge Santander to consider settling this charge-off and issuing the requested 1099-C.I sincerely hope for your understanding and compassion in addressing this matter promptly. If we are unable to reach a resolution, regrettably, I will have no choice but to pursue legal remedies. I appreciate your attention to this urgent request and thank you for considering my plea for assistance.Thank you for your time and cooperation.Warm regards

      Business Response

      Date: 06/03/2024

      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:05/20/2024

      Type:Order 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 Santander Consumer USA , I do not have a contract with Santander Consumer USA, they did provide me with the original contract as I requested.

      Business Response

      Date: 06/03/2024

      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:05/19/2024

      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 formally dispute the accuracy of information contained in my credit report. Upon reviewing the report, I have identified several errors that require immediate correction. The inaccuracies are as follows:I am not liable for this debt with CHRYSLER CAPITAL PO BOX *************************** I respectfully request that you investigate these discrepancies and take appropriate action to correct them in accordance with the Fair Credit Reporting Act (FCRA). Specifically, I ask that you:Conduct a thorough investigation into the disputed items.Update my credit report to reflect the correct information.Please note that under the ***** you are required to complete the investigation within 30 days of receiving my dispute letter. I also request that you send me a free copy of my updated credit report once the corrections have been made.I appreciate your prompt attention to this matter and your cooperation in resolving these errors. Should you require any further information or clarification.Thank you for your assistance in this important matter.

      Business Response

      Date: 05/31/2024

      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,

      Chrysler Capital

    • Initial Complaint

      Date:05/19/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 brother *********************** died on January 12, 2024. I intended to sell his 2001 Jeep Cherokee but was unable to find the title so I went to the *** to obtain a title transfer. Once there, I was told they couldn't give me the title transfer because there was a lien on the Jeep by Chrysler Financial. I called to get Chrysler to release the title, but was told that the records don't exist for that loan or vehicle. I used Getmycartitle.com and I called Chrysler's customer service on Friday 23 February 2024. Neither could find any record of the loan or the vehicle. I sent a request in February to the address customer support gave me and then another in April to their regular customer support address and have been completely ignored. I provided everything they asked including a copy of the loan, his death certificate and all my contact information, but there has been no response.The loan was obtained 16 Oct 2000 at *********************** Bountiful Chrysler Jeep for a 60 month period through Chrysler Financial of **********. The loan had to have been paid off in 2005 or 2006 and I can't find any correspondence stating he still owed on it or any threat of repossession so I'm sure the loan was paid. Whether it was an oversight on your part or my brother's is unknown, but the title and lien were never released.2001 Jeep Cherokee Sport 4X4 VIN Number ***************** Licence Plate Number 534LJD

      Business Response

      Date: 05/31/2024

      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,

      Chrysler Capital

      Customer Answer

      Date: 06/04/2024

      I am rejecting this response because I have already sent you the requested information three times now.


      Copy of contract with *************************,
      Copy of Death certificate containing full name and date of birth and death.


      The last four digits of his SSN are 4648.

      I'm ******* sister and have never had a loan through Chrysler, therefore you'd have no information on me except what I have already provided the three times which have been ignored.

      *******************

      Customer Answer

      Date: 06/04/2024

      This loan was obtained in Oct of 2000.  The loan was for 60 months and would have been paid off by 2006.  Retail installment contract number is unavailable.  Purchased from ************************** of Bountiful, *****

      There are no billing records available other than the contract.

      Customer Answer

      Date: 06/08/2024

      I received my packet back with an attached sticky note stating: "Hello, We do not have a/did not have a loan for this vin in our system."

      There is no name or title attributed to this sticky note and certainly doesn't solve the issue. In fact its a very unprofessional response and completely unhelpful.

       

      Business Response

      Date: 06/13/2024

      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,

      Chrysler Capital

      Customer Answer

      Date: 06/14/2024

      I have reviewed the business response and accept this resolution. 

    • Initial Complaint

      Date:05/19/2024

      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.
      My car was repoed 3/15/2024 I paid my past due and repo fee of $535 on 3/20/2024 and retrieved my car days later. Then on my April statement there is a fee for $450 that the statement does not describe. I had to call them for them to say thats a key and transportation fee. I was never made aware of this fee and when I called to tell them that multiple times, I requested to speak with a supervisor and I filed a dispute and it led no where, they said I was supposed to return the key by a certain time or that fee would be applied, but I was never made aware of this. I dont have an address as to where the key would have been sent nor was this told to me or put in writing. I had to deal with them as my lender, and the tow yard, and the auction company and no one has stated anything about me having to return something in order to avoid a fee. I picked up my car from the auction with my own key if I was made aware of action needed after me retrieving my car I would have taken that action, but they never made me aware and then just applied a $450 fee to my account and will not provide me proof of anything that I was informed of this information. The repo fee of $535 was explained to me and got paid but to add an additional fee of $450 for something I was not made aware of is foul play and unconstitutional. Can you please help me with this matter. Chrysler Capital Account # ********** Thank you.

      Business Response

      Date: 06/03/2024

      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,

      Chrysler Capital

    • Initial Complaint

      Date:05/18/2024

      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.
      My vehicle was stolen 6/12/23 unfortunately my keys were in the vehicle as reported to the finance company in question, HENRICO police department, and active insurance that I later found out lapse due to banking issue which I take responsibility for on my part as to why the claim was denied nevertheless the finance company reported no GPS or tracking was available to locate the vehicle but wanted me to resume payment unfortunately I didnt feel comfortable doing such as to what also justified the repossession Im filing a complaint for the negligence in request for initial contract agreement as reported I denied gap coverage which Im in dispute of and also the rapid process in plan to sell the vehicle with lack of communication as the vehicle was located due to repossession had I continued paying on the stolen vehicle it appears they would have never found it as I was told due to the lengthy time the vehicle was either chopped up for parts and or sent out of state and it would take a traffic stop or crime to recover. 5/2/24 and received a letter dated 5/3/24 on 5/7/24 with plan to sell by 5/18/24 the vehicle was towed by ****** auto recovery and cleaned out 5/8/24 and relocated to auction in ** with no communication as scheduled to redeem property 5/16/24 with the detective on the case as vehicle was reported stolen but unbeknownst to us they had already removed my items and disposed of documents that couldve helped the case leading to the thief who had stolen the vehicle in addition I had also requested original documents from Santander consumer USA of initial contact and they failed to provide this information although they reported emailing and sending via mail and Ive yet to receive either in which makes me feel some form of inside job has been done as the ****** towing company informed the detective that the location of the vehicle was provided by the finance company although they denied any form of tracking and or GPS being associated with the vehicle

      Business Response

      Date: 05/23/2024

      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: 07/29/2024

      On June 2nd I was contacted to review and discuss claim in regards to improper repossession as the vehicle in question was reported stolen. After request of documented proof that was provided the vehicle was in fact reported stolen the lender failed to acknowledge the facts and proceeded to resume with repossession without taking into consideration the situation after stating the fact there would be an opportunity to do so

      Business Response

      Date: 08/07/2024

      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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