Consumer complaint received 2019-09-09
Company: Santander Consumer USA Holdings Inc.
State: GA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Getting a loan or lease
Sub-issue: Credit denial

Complaint:
On XX/XX/2018, I visited XXXX XXXX of XXXX, North Carolina to purchase a truck for work. I applied as a XXXX XXXX XXXX. I provided all required financial documentation relative to my business and income. That evening, I was told the loan was approved and was given the keys to the vehicle and signed all necessary lease paperwork. The next day, I received harassing telephone calls from the Finance Manager ( stating " You better call me immediately ''. I let him know that I was working out of town and that I would return his phone call when I was able. He continued to call and harass me. When I called back, I asked for the General Manager, XXXX XXXX. I let him know that I found the behavior of his finance manager harassing in nature and that I wanted to only deal with him. He obliged and stated that they needed me to " re-sign '' the same paperwork, citing that the original paperwork had the incorrect mileage per year ( XXXX instead of XXXX ). I told him that they could have overnighted me the paperwork instead of demanding that I return in person to sign ( my work was in XXXX, GA ). I signed the paperwork again, and asked if there was any other information, they needed from me. He stated that there was no additional information needed and that I could see the XXXX department for the promised accessories for the truck. The Service department installed the accessories and I drove away. A week or so later, I get additional calls from XXXX XXXX stating that they needed my signature card for my business account. I told him that I would have my bank send the financial documentation directly to the lender ( XXXX XXXX ), but my bank did not use or issue signature cards. He said that this was fine and provided me with the loan ID to reference, what was Loan ID # XXXX. XXXX XXXX was happy to provide Chrysler with documentation that they did not use signature cards. This was completed via email to XXXX, by a 3-way call with me, XXXX XXXX and XXXX XXXX. When on the call with XXXX XXXX and XXXX XXXX with XXXX XXXX, I told them that I felt discriminated against given the different requests for documentation, after I was told the deal was completed, funded, and allowed to insure the vehicle. I also let Mr. XXXX and Mr. XXXX know that I felt like the team at XXXX XXXX was not providing them with all the financial documentation that I provided directly to the General Manager, XXXX XXXX. They confirmed that he never provided my financial documents from all sources. XXXX XXXX made sure that they knew that no signature card was given to account holders and provided documentation of deposits. Mr. XXXX also let me know that I did not have to deal with anyone at that dealership any longer and that my loan with them, not XXXX XXXX of XXXX. As a minority small business owner, I felt completely discriminated against and harassed by XXXX XXXX and his finance team. Mr. XXXX encouraged me to file a formal complaint with the CEO 's office of XXXX XXXX. He walked me through the process, and this was submitted with their company. I never heard anything back from this complaint. Regarding the mechanics of the vehicle, my daughter and I noticed that the display would get extremely hot to the touch when driving, as well as a loud " frog-like '' sound coming through the dashboard/air vents. We reported this to XXXX in the Service department at XXXX XXXX. I also reported that the cruise control would rev up/down without me pushing any buttons. We showed him a video recording of the issues we'd experienced, and he called a service mechanic over to watch the video as well. They both mentioned that the vehicle had an open recall that needed to be addressed. They assured me that the car was safe to drive and scheduled an appointment for me for after XXXX XXXX, XX/XX/18. Unfortunately, the vehicle broke down on us in XXXX XXXX, LA and had to be towed to XXXX XXXX XXXX. To my surprise, when the vehicle was in repair, XXXX XXXX issued a " repossession '' and sent a company to retrieve the vehicle. He also filed a fraudulent police report stating that I stole the car. I was arrested and charged with a felony. Over a year later, the District Attorney dropped the charges. My life and small business have been completely ruined due to the criminal acts of XXXX XXXX of XXXX, XXXX XXXX and Chrysler Capital. I have tried to remedy this situation with them, but to no avail. As a person living with XXXX, this issue has exacerbated my issues and rendered me unable to provide for myself and my daughter. They purposefully and willfully allowed me to drive a vehicle that they knew had mechanical issues that warranted a recall. They also purposefully and willfully withheld financial documentation from XXXX XXXX knowing that it would be detrimental to my application. As a person living with XXXX, this issue has exacerbated my issues and rendered me unable to provide for myself and my daughter. They purposefully and willfully allowed me to drive a vehicle that they knew had mechanical issues that warranted a recall. They also purposefully and willfully withheld financial documentation from XXXX XXXX knowing that it would be detrimental to my application. Given this, I am seeking compensatory compensation for myself and my business, as well as punitive damages for pain/suffering/defamation of character regarding the fraudulent criminal charges filed by XXXX XXXX, General Manager of XXXX XXXX of XXXX, and harassing emails from his staff and staff from XXXX XXXX at XXXX XXXX. XXXX XXXX continued to harass me via emails after the car broke down and was towed to XXXX XXXX XXXX in XXXX XXXX, LA

Company response to consumer: Closed with explanation