Consumer complaint received 2020-07-13
Company: Santander Consumer USA Holdings Inc.
State: NH
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Fraudulent loan

Complaint:
purchased a vehicle from XXXX XXXX XXXX XXXX, Mass location on XX/XX/XXXX. Shortly after I brought my vehicle to their XXXX, NH  location to have my car inspected and it failed, I was told it needed a new oil gasket. I went back to the XXXX location where they fixed it and then back to XXXX, NH  where I had it inspected. A few weeks after the check engine light came on, I brought it back to the XXXX location. I was told that it was a valve, but never told which specific valve however they did replace the valve. I was told the check engine light would come off after 5 miles or so. It did shut off the next day, only to turn back on the day after that. Once again I called the XXXX location and they had me bring it back in. I was told at that point it was the catalytic converter and that they just needed to get me another car. I set up an appt with my mother to go in and discuss getting a new car, only to be told that I would need to give them another XXXX XXXX down on a different car and that my payments would go from XXXX XXXX/a month to XXXX XXXX/a month. I stated I was not putting anything down nor was my payment changing because they gave me a car that was not even inspectable and is faulty. They had me sitting at this location for over 6hrs waiting for an answer I never got. I I had to eventually leave as I had to work in the morning and I needed to get my son. I did not hear from them for two days, they finally called me on the XX/XX/XXXX and set up a XXXX appt for the next day on the XX/XX/XXXX. I showed up with my mother and the gentleman I had the appt with ( XXXX ) was not there and suddenly no one knew who he was. We finally were told he had the day off and someone would get to us, two hrs later we were addressed by XXXX XXXX and he was to help us out. XXXX XXXX showed us a car that we were told would work out, took my information and again he was told the situation with my current vehicle he said it'd be about 10-15 minutes. Another two and a half hrs later we are approached by XXXX XXXX who was the XXXX  person I have met so far. He pretty much told us the same thing that we needed money down and that " I needed to help him out, so he could help me out. '' He acted like he knew nothing about my situation and tried to blame the previous owner " XXXX XXXX '' when my mother and I reminded him we purchased the car at this location in XX/XX/XXXX of this year. { There is also DISCREPANCY with my original paperwork, the ODOMETER reading on all my paperwork including the title application shows a reading of just over 10,000 miles when my mileage is actually over 70,000 miles. } Needless to say they are refusing to help me and take responsibility for selling me a vehicle that should not have been sold. I have emailed the owner XXXX XXXX as well as the COO XXXX XXXX and have not gotten a response from either individual. I was told by the staff that it was because they were " Busy Men ''. I've also found out today that after 4 months my warranty was canceled and noone told me, I found out from the bank. I just need help and I am hoping you can point me in the right direction. Thank you for your time and I hope to hear from you soon.

Company response to consumer: Closed with explanation