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Business Profile

Consumer Finance Companies

Santander Consumer USA, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Consumer Finance Companies.

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 27 locations, listed below.

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    Customer Complaints Summary

    • 2,036 total complaints in the last 3 years.
    • 806 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:03/12/2024

      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 have never had an account with ********************. I do not understand why they are charging me $332.53. I am not the type of person who make bills and I pay for them. I have never received any letters in the mail when I reached out to them and asked them to provide me with a signed contract or agreement. They cannot provide that. I have not signed a contract and I do not have any financial obligation to this company. I never gave them permission to run my credit report, and I would like this to be removed from my credit file, this is an erroneous account.

      Business Response

      Date: 04/01/2024

      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:03/12/2024

      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 am reaching out regarding Chrysler Capital (housed at the same address, I believe a joint company) they are my current lien holder. My car was deemed a total loss on 2/12. Myself and my insurance have contact Chrysler Capital several times requesting a the letter of guarantee in order for my insurance to issue payment for the car. Chrysler Capital sent them the wrong information, and when my insurance requested the information he corrected by them they gave them an eta of 2/23 at the latest. They failed to meet that date, I called Chrysler Capital and waited on hold 15 minutes. I was told by the representative they would list this as an urgent request, and expedite. Following this chrysler capital then gave my insurance a new eta of 3/8. They again did not meet this date, and have now stated the eta is 3/20. I have tried to contact them by phone, get hung up on before reaching someone. I have tried to reach them via chat, and they disconnect the chat and say they cant help when I ask to speak with a manager to expedite this. My job is at jeopardy waiting on this letter as I have no car to get to my job. They refuse to assist, they are still expecting me to make a payment on 3/18 for the vehicle I have not had since 2/2, and they have extended this letter revision over and over again. I have no other ideas of how to get this process completed.

      Business Response

      Date: 03/25/2024

      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.
      Chrysler Capital

    • Initial Complaint

      Date:03/12/2024

      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 a lease that was over paid. I have screenshots from the client end of the portal that shows overpaid and they only refunded $38 out of over $300 in overpayments. Then they told me pay off to buy the car was $18,997.99 so I paid $18,998.00. The bill of sale stated $18,986.52 leaving overpayment on that of $11.48. I also asked for full printout of their records of charges and payments and they will only supply what I see online which shows they owe me alot more than $38. If they do this to everyone that buys a car they stand to make alot in profit keeping peoples money. If no resolution, I will file in small claims. I have a list of conversations and employee numbers with all of them stating they see the overpayments. All calls they state are recorded they should listen to them. I called about 20 times all over 1 hour each I get paid at my job $25 per hour. I will go after that and pain and suffering too. I can go for $7000 in small claims all they needed to do was give me my $338.44 over pay on lease plus my $11,48 over pay on purchase and my $500 for time on phone calls and I would be fine but they want to drag it out when I have the screenshots and they will need to come to mass. I have only attached a little. I have tons of documentation.

      Business Response

      Date: 03/26/2024

      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:03/11/2024

      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 bought my car 2018 financed by Santander while my address was 4113 ******...in March 2023 I went in my profile and change my address, I did my last payment 2024...I got a letter from Santander. ****************** and it said owner address they still have my old address after 1 year on the letter..that address should be removed ...very unprofessional and they need to fix that ASAP BEFORE MY TITLE GOES THERE AND GET STOLEN..WHAT IS WRONG WITH PEOPLE...NO SENSE BUT THEY MAIL IT TO M Y PROPER ADDRESS.I NEED IT CHANGE ASAP

      Business Response

      Date: 03/22/2024

      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:03/11/2024

      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.
      Lost my original title got a duplicate title delivered to me to a car that was bought out right and has been registered to me since 2016 in ********. I moved to *********** where I got the duplicate title to be delivered and went to register my car but told I could not since it got a lien with Santander been trying to get it resolved for 2 months the same 2 months my only car been undriveable due to it having a expired tag but no resolve has been attempted from santander they made me waste time and money and I have gotten nothing back for it

      Business Response

      Date: 03/25/2024

      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:03/11/2024

      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 took an auto loan from Santander in February 2014. During this time Santander was found to have been engaging in predatory loan practices. I ended up with an auto loan that had an interest rate higher than allowed by my state, that penalized you for trying to pay early, and that no matter how much I paid toward the loan in the many years I had it I was no closer to paying it off. I had called and emailed multiple times to ask for help making the loan more manageable, particularly during a time when my son was suffering from a brain tumor. Every time I called I was given different information and told there were option for restricting the loan but that I had to keep calling and checking for my loan status to become eligible. I did this for months to no avail. Eventually the loan became to much to handle right around the height of COVID when my husband was out of work. Coincidentally, this was also around the time that Santander entered a settlement regarding their loan practices and I was then told that my loan would qualify for forgiveness which ended up not happening so I let the loan default because the car was no longer worth the anywhere near what was left on the loan and I could get a more reliable one for a fraction of the payment and interest I was paying with Santander. I was then told that because of all the issues I had experienced and the state of the settlement that they would remove records of the loan from my credit report, but yet again this ended up not happening. Now, not only is the a negative report from Santander but also from their collection agency still on my credit report. I am humbly asking for these items to be removed from all three bureaus.

      Business Response

      Date: 03/22/2024

      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:03/10/2024

      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.
      Chrysler did not follow the legal requirements before and after the alleged repossession occurred. Pursuant to the state repossession UCC laws I never received any notices; Commercially Reasonable, notice of intent to be sold at public auction or private sale after the alleged repossessions. Never received any certification of accuracy and failed to provide the required full accounting required by ********* sate law. I will be seeking legal counsel because the charge off does not indicate I am really responsible legally.

      Business Response

      Date: 03/25/2024

      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.
      Chrysler Capital

    • Initial Complaint

      Date:03/10/2024

      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 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: 03/25/2024

      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 ****

      Customer Answer

      Date: 03/26/2024

      I am rejecting this response because: because I asked Santander to send me the original copy with my signature on it, showing that I did business with them, and they fail to do so. By law, Santander must contact me within five days of purchasing my contract to allow me to review it. Ive never once received any contract from Santander consumer USA Im demanding that this account be removed from my report. Also, Immediately

      Business Response

      Date: 04/03/2024

      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 ****

      Customer Answer

      Date: 09/10/2024

      I am not liable for this DEBT with SANTANDER CONSUMER USA. they did not provide me with the original contract as requested.

      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: 09/23/2024

      I am rejecting this response because:  This account is being reporting to my consumer credit report and is hurting my ability to obtain credit. I demand this account be deleted from my consumer credit reports.

    • Initial Complaint

      Date:03/09/2024

      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 not liable for this debt with Chrysler capital, I do not have a contract with Santander consumer USA doing business as Chrysler capital, they did not provide me with the original contract as i requested

      Customer Answer

      Date: 03/14/2024

      attach is a copy of the letter that was sent out on 2/13/2024

       

      **************************************
      *******************************************************************
      April 13, 1985


      February 13, 2024


      Santander Consumer USA Doing business as Chrysler Capital account *************


      To Whom It May ********************* am in receipt of your letter claiming that I owe your company for a debt. Be advised this is not a
      refusal to pay, but a notice sent pursuant to the Fair Debt Collection Practices Act,15 USC 1692g
      stating your claim is disputed and validation is requested.


      I have to date received no proof that I owe your company any debt and I am requesting that you
      forward to me full and proper documentation(original alleged contract bearing my signature) as
      evidence of this alleged debt. If you are unable to provide me with the proper proof then you must
      stop attempting to collect this alleged debt and remove it immediately from my consumer report. 
      If you continue to claim I owe a alleged debt that you cannot confirm with proof(original alleged
      contract bearing my signature) then you will be in direct Violation of the Fair Credit Reporting Act,
      Violation of the Fair Debt Collection Practices Act, and Defamation of Character.


      You have committed the following FDCPA Violations:


      806.  Harassment or abuse
      807.  False or misleading representations
      808.  Unfair practices
      809.  Validation of debts


      You have thirty (30) days from receipt of this notice to respond, during which time all collection
      activity must cease and desist. Failure to respond in writing, hand-signed, and in a timely manner,
      will be considered a waiver to any and all of your claims in this matter, and will entitle me to presume
      you placed this on my consumer report(s) in error and that this matter is permanently closed.
      Provide the proof, or remove this alleged debt from all sources to which you have reported it.


      Please forward your documentation to me upon receipt of this certified letter. Please note that proper
      documentation is NOT a print out or bill from you but rather actual proof of the alleged debts
      existence (original alleged contract bearing my signature). 
      Lastly, please evidence your authorization under 15 USC 1692(e) and 15 USC 1692(f) in this alleged
      matter. 
      If I dont get proper documentation I will be filing my complaint at: 
      www.consumerfinance.gov/Complaint/ 
      and 
      www.ftccomplaintassistant.gov/ 
      And 
      **************************************
      Also this letter shall be used as evidence in pending litigation provided you fail to comply
      under the FCRA.


      Sincerely, 


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

      Business Response

      Date: 03/27/2024

      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:03/08/2024

      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.
      On 4/3/22, I purchased my vehicle from *************** located in *******, ******, and it was financed through Santander Consumer USA **** On 1/18/24, I mailed a cashier's check in the payoff amount of $24,170.63 to Santander Consumer USA **** I called Santander at the end of January to see if they received my check and was told that my title would be released soon, as they needed to wait for the check to clear and I would receive a refund check of over $607+ before 2/28/24 because I had overpaid. I received my title on 2/10/24 with no issues. I called Santander on 3/1/24 and asked if they had sent out my refund check was told the check was mailed out on 2/15/2024. The gentleman told me "the mail takes some time to get there." I said, "Okay, how much longer do you think? In about a week?" He stated, "yes." Today, 3/8/24, I called to follow up and reiterated with a woman representative about my call last week. She put me on hold for a while, then told me their systems were down and that she was having a supervisor fix the issue. After some time she told me that she would reissue the check. I had asked the representative if she could send me an email confirming that she would reissue the check. She told me "they don't send emails, but she will send me a notification on my Santander consumer account." I told her that because I paid off my car, I do not have an account anymore so she would need to send me an email. She said "Okay" and just hung up on me. I called back, AGAIN a minute later, told customer service representative **** what happened and he said he did not see a note to reissue the check, but told me that the refund will take ***** business days. I asked to speak to his supervisor and he said "no, because there is no complaint" He would not let me speak to his supervisor and then stated "I don't know why she told you she was going to reissue the check, because she did not!" I asked many times to speak with a supervisor, and I was refused multiple times.

      Business Response

      Date: 03/21/2024

      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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