Consumer complaint received 2023-01-05
Company: SANTANDER HOLDINGS USA, INC.
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with fees charged

Complaint:
First, this is my first time I am buying a car in the United States of America as I am from XXXX XXXX and have never financed. 

In XX/XX/XXXX, I went to the dealership to test drive a car I already have seen on their website. The car 's price was listed {$10000.00} on the website. 
And I got a quote for after tax, dealer installed accessories, registration fee which totaled {$13000.00}. 
So, I went there but the first salesman gave us a different buyer 's offer which was {$2000.00} on top of the {$10000.00}, this is for the Motor trend certification. 

I was still happy with that price. They asked me to put down a deposit and it is refundable. So, I paid a {$3000.00} deposit with my credit card. 
And we talked about coming back to finish the deal. 
It was XX/XX/XXXX. I was bringing {$4000.00} certified check and was going to use XXXX $ deposit as total {$7000.00} down payment and finance rest of the price which should be approximately {$8000.00}. 

On that day, I changed my mind and called them and said I want to withdraw from the deal. A second salesman said that the deposit wasn't refundable although they said it was. I said yes, it is. They said I have signed the contract and it is saying it is not refundable. This wasn't true, I hadn't signed anything. They were giving me so much pressure. 

As a result, I went to the dealership to buy the car. 
I gave the second salesman the buyer 's offer that I was given previously. He said the motor trend certification is now {$4000.00}. I said no, I held deposit for the original deal that was for {$15000.00}, not a new deal with different fees. 
This salesperson responded with okay okay. Due to this, I thought we both agreed with the original deal. 

I then moved into the finance XXXX 's office. The finance XXXX was explaining to me the financing process and getting me to sign the paperwork. However, he did not explain any of the fees or itemized list of the car purchase. 
There was a financing contract that had finance charge, amount financed and total of payments. 
Although he has explained it to me. I could not understand and so I asked him : Ok, Sir so do I finance {$8000.00} because I put {$7000.00} as a down payment? 
He said yes. 

After signing was done, I was given XXXX paperwork. 
I felt that this was strange. But the dealership was closing ( it was late night ) and I was feeling very stressed. 

In the next day, I had figured out I did not receive any paperwork. 
I messaged the dealer and asked : Hey, I don't think I have got any paperwork. He said yes, they are in your bag. 
I checked after work and there was only my registration tag. And 100 % I remember that he didn't give me any paperwork. 

So, I emailed the finance XXXX and asked for the missing paperwork. He has emailed me. And in the paperwork, he has emailed, there was no buyer 's offer or itemized list of the car 's purchase. 
And after the day, I have emailed the dealership asking for paperwork several times and they never answered me until very late and even said I thought they were in your bag. 

I have requested for the breakdown from the bank on XX/XX/XXXX. 

The buyer 's offer bank had sent me was totally different to what I had negotiated with the salesperson. 
It was {$19000.00}. They charged me {$4000.00} more than what was agreed. 
There was even not my signature on the buyer 's offer. 
XXXX 's price was higher and so many additional fees that I had never seen. 

On XX/XX/XXXX I went back to the dealership to talk to the finance XXXX again. 
He was acting to understand my feelings but what he can do is cancel XXXX XXXX XXXX package ( {$1300.00} ) and he would speak to management about canceling XXXX XXXX XXXX ( {$790.00} ). However, there is an additional fee, XXXX and XXXX XXXX that I wasn't aware of that is {$1900.00}. So, I still have to pay {$2000.00} more than what I initially agreed to. 
The finance XXXX promised me he would speak to his general XXXX and emailed me stating that he will try to fix the next day and message me in the morning. However, he did not email me or message me that following morning. On XX/XX/XXXX I called him. He said XXXX I thought I have answered you. There was no accountant today. I will message you tomorrow. ' On XX/XX/XXXX, I again had to call the finance XXXX due to no response from the dealership and he stated : Ah it is my day off today. I work tomorrow and will give you an update. 
I feel as though I have tried to resolve this issue through talking to the dealership, however, they are not eager to resolve these problems.

Company response to consumer: Closed with explanation