Consumer complaint received 2023-10-10
Company: SANTANDER HOLDINGS USA, INC.
State: FL
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Repossession
Sub-issue: Account reinstatement or redemption after repossession

Complaint:
I acquired a XXXX XXXX XXXX vehicle on XX/XX/XXXX through a leasing plan. 
On XXXX XXXX XXXX ( 15 days after the purchasing ) I contacted the dealer where I bought the vehicle ( XXXX XXXX XXXX XXXX  ) to let them know that the truck was failing on the dashboard, on the control panel, and on the back TV screens. 
I took the truck to the dealer service to fix the problem. They didn't do it. 
like this, I took the vehicle over 10 times to be fixed for the same problems, some other showed up with the pass of the time, like the emergency brake start to run by itself suddenly, the side mirrors started to show failures. At the end they told me that they couldn't fix the problems with the vehicle. 
I tried since XX/XX/XXXX to return the vehicle with the dealership, but they were telling me that it wasn't with them. That I had to contact ( CHRYSLER FINANCIAL ) I contacted them to explain the situation. They told me that I had to contact back the dealership. I was back and forth between Chrysler Capital and XXXX XXXX for over 8 months trying to find someone who can help me to make effective the Lemon Law and return the vehicle, but no one wanted to be responsable for this defective vehicle. 
The vehicle spent 6 months at the dealership trying to be fixed with out any success. Mean while I was paying the $ XXXX monthly payments plus {$490.00} insurance. For a vehicle that was defective and I wasn't using. 
I stoped paying the monthly payments, waiting for someone, ( the dealership or Chrysler Capital ) who can help me. 
After many phone calls with Chrysler Capital and the dealership with no answer. Finally someone from Chrysler Capital advised me to contact XXXX XXXX XXXXXXXX XXXX XXXXXXXX ) I explain them all the situation. They opened different cases numbers XXXX, XXXX. 
They told me to leave the vehicle at the dealership because they were supposed to send a specialist to se what was the problem with the vehicle. 
I left the car at the dealership the month of XXXX, No-one from XXXX Showed up. The people from the dealership service are contacted me to tell me that I had to pick up the vehicle. because it was ready. 
I did it, but the vehicle was showing the same problems. 
I contacted again the XXXX  people requesting apply for the lemon law, and return the vehicle. They told me to bring the XXXX back to the dealership. I did it on XX/XX/XXXX, The vehicle spent there 3 Months ( XXXX, XXXX XXXX. ) until I received an e mail from XXXX on XX/XX/XXXX telling me that they will start the process of the repurchasing. 
I sent them all the information they requested. 
At the end of XXXX I received an e mail from XXXX telling me that they were working on the repurchasing process. 
At that time I received a phone call from the dealership asking me to pick up the vehicle. 
Because no-one from the XXXX has shown at that time. 
I did picked up the vehicle at the end of XXXX. 
In XX/XX/XXXX, the vehicle was repossessed by Chrysler Financial. It was towed. 
I notify what happened to XXXX. They told me that in order to continue with the repurchasing process I had to repossess the vehicle. I contacted Chrysler Capital to explain the situation, they told me that I had to pay {$120.00} XXXX USD. to reposes the vehicle. Or XXXX had to pay off the vehicle. I contacted back XXXX to let them know this situation but they just told me that the only way to continue with the repurchasing process I had to reposes the car. 

What is happening : Chrysler Capital ( lender ) and XXXX XXXX are the same family company. 

- XXXX approved to repurchase the XXXX on XX/XX/XXXX The XXXX was at the dealership at that moment for the same issues repair. 
- On XX/XX/XXXX. XXXX XXXX ( from XXXX ) sent me an e mail telling that she requested to Chrysler Capital all the information On XX/XX/XXXX XXXX XXXX ( from XXXX ) sent me another telling me that she was still working on my repurchasing process. 
I received a phone call from XXXX at the end of XXXX telling me that the XXXX was ready do be picked up. I did it On XXXX XXXX  XXXX. The XXXX was towed by Chrysler Financial ( reposes ) On XX/XX/XXXX th. XXXX XXXX sent me an e mail telling me that definitely they cant continue with the repurchasing process because the XXXX was repossessed. 


All that was planed to avoid their responsibility. 
They will put that damaged unit on auction. When the right thing is to fix it. 

What I want : Be reimbursed the amount of {$30000.00} USD Payed as downpayment {$28000.00} USD Monthly payments payed. 
{$9000.00} USD Payed for insurance. 

The XXXX was at the dealership for repair, the same problems, at least 6 months. XXXX was supposed to rent a car for me while the car was on repair. They didnt do it.. 

Instead I had to buy another car because I wasnt able to use the one that I was paying for. 
I filed a complain already with the Bureau of Consumer Protection. Report # XXXX Saying that, I just want to thank your kindness and patience for attending this matter that is affecting me, even on my credit score that will need to fix after this.

Company response to consumer: Closed with non-monetary relief