Consumer complaint received 2019-06-03
Company: Santander Consumer USA Holdings Inc.
State: CA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
XX/XX/XXXX -XXXX  LETTER : On XX/XX/XXXX my husband and myself arrived at XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX & XXXX ) Dealership in XXXX XXXX CA XXXX at approx. XXXX XXXX. Our Salesman ( XXXX ) met us as agreed and we discussed the advertised price, features & test drove a 2019 XXXX XXXX XXXX XXXX. 
During these discussions our salesman mentioned an anti-theft recovery device had already been installed in the car ( Device : XXXX ) XXXX stated, there was a lifetime fee of {$1400.00} for this service and was transferrable if it was ever sold. 
Finally, at XXXX XXXX we were ushered to to Finance Dept. Spoke with XXXX, who again advised us about the XXXX Recovery device and the cost would be {$1400.00} and this would be rolled into my loan. I mentioned, that I was NOT interested in this device and asked if I wanted to cancel this service could I? His reply was, NO. Not unless you want the interest rate on your loan to go up from 2.9 % to 4.95 % or maybe more than 5 %. 
I definitely felt very intimidated at this point. 
I thought, WOW! That sounded like a threat .... So, I either pay them the {$1400.00} for the XXXX OR PAY an additional 2-3 more percentage points in interest? 
Now, it was XXXX XXXX  on XXXX and we were exhausted and had not eaten since XXXX XXXX the day before. 
We signed the documents and waited for someone to show us how to operate the car, ie the lights, power seats, keyless entry, the Navigation ( GPS ) system, as well as the very complex performance features and settings pertaining to the cars traction settings. 
We were also promised FULL instructions on the use of 4 items in the vehicle- the XXXX Radio, GPS, XXXX ( XXXX -HELP ) System as well as the XXXX device by the salesman. The salesman assured us that he would make sure all of these items were activated and operational prior to our leaving the parking lot. 
But, NONE OF THAT HAPPENED. We were not provided any car instructions, the XXXX radio is not working, NO XXXX system is operational, nor was the XXXX XXXX XXXX system activated. ( Good thing our car hasnt been stolen yet. ) On XX/XX/XXXX, in the mid-afternoon I wrote several emails to the dealership and to the XXXX company requesting a refund of {$1400.00} or to roll this refund into my loan as a larger down payment. 
My husband had been reading over the cars manuals and what the features were. He noticed that the car had a XXXX XXXX - anti-theft recovery system in place provided by XXXX. The price for this feature had already been ROLLED into the price of the car. ( It is clearly noted on the cars Itemized Window Sticker. ) Today on XXXX, I called the XXXX organization and was told they can not help me and to call the dealership. At XXXX XXXX I made numerous attempts to reach someone at the dealership- spoke to the Sales Manager, numerous sales persons, texted the Sales Manager as well as the salesman ( XXXX ) pleading for him to call me. Left numerous messages on unidentified voice message boxes. Requested that the Finance Manager or XXXX call me back to discuss this issue further. 
All efforts have gone unanswered. 
There is no mention on any of the documents signed that I could OR could NOT cancel. NO MENTION of a NO REFUND Policy on the XXXX. Therefore, I am not sure WHY XXXX Dealership is not willing to refund this unnecessary expense. I never authorized them to put the XXXX in my car in first place and if they want this device back ... then they can remove it. 
I am well within my rights to refuse this EXPENSIVE DUPLICATE SERVICE. Why should I pay TWICE for an Anti-Theft Recovery system that I am paying as an inclusion in the price of the car which is part of the XXXX products?? 
Any assistance would be appreciated. Thank you.

Company response to consumer: Closed with explanation