Consumer complaint received 2022-08-09
Company: Santander Consumer USA Holdings Inc.
State: IL
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
XX/XX/XXXX I visited The XXXX XXXX XXXX XXXX, IL In regards to a XXXX XXXX XXXX. After several emails from the dealer regarding the XXXX XXXX XXXX. When I arrived I was greeted by a salesman by the name of XXXX XXXX, he said the vehicle in question, XXXX XXXX XXXX was sold LIES. came back with a XXXX XXXX XXXX. I explained my budget again. I need to be at {$300.00} or {$400.00} at the most. A manager came to assist XXXX XXXX in manipulating me, by the name of XXXX XXXX and told me this car was just traded in by an elderly lady, no accident and very low miles for the year of vehicle LIES. I asked how much. XXXX XXXX stated {$20000.00} I said NO WAY TOO MUCH! for a XXXX. XXXX XXXXXXXX XXXX came back and said {$15.00} out the door LIES. Meaning everything included. I then considered. I thought i was signing a contract for {$15000.00} out the door. I also had to take a warranty for the vehicle, because the finance lady XXXX said we do not offer warranty. I can add a warranty at an additional price with gap. {$4000.00} warranty! On top of all the charges, I was charged for a XXXX XXXX I never requested at an additional charge. What a fraud. nor was i explained in detail, Just sign here. I asked for warranty, he said we will take care of you in finance LIES. Now about XXXX XXXX. we were still doing paperwork, while dealer was closed. I leave the dealer with no car, no contract.I was told I will receive it when i come back to pickup my vehicle. I guess I did not sign a document, so I was overnighted by XXXX. On that contract it did not reveal price. So again I explained i need gap insurance, Because I wrote on the contract. The finance dept, XXXX said the contract is not valid and need to sign excluding the gap and all writing I had added. I have yet to see the current contract. On XX/XX/XXXX or XX/XX/XXXX I pick the vehicle before closing, no contract. I leave the dealer drive to the highway XXXX. Once I drove onto the ramp, I realized the vehicle has mechanical problems, Bad performance. I also hear something rattling under the car on the driver side, Now I am in fear of my life. I immediately called my salesman XXXX XXXX XXXX. I leave a detailed message regarding my experience with this vehicle. I also leave a message for the manager of sales, XXXX XXXX. Next day I received a call from salesman XXXX XXXX to bring the car in. I then receive a call three days laters stating my vehicle was ready for pickup and all that was needed has been complete LIES. When I arrive to pickup my vehicle, I asked what was wrong with the car. Salesman XXXX said we repaired the control arms LIES. I asked can I please see the paperwork showing the diagnostic performance and safety check. Salesman XXXX XXXX said we do not have it, our mechanic does he's is not available LIES. All vehicle purchase by a dealership from an auction has to be checked for performance and safety before selling to the consumer, by law. They have nothing. I purchased my own XXXX XXXX and do not see any performance and safety check done by XXXX dealership. I explained to salesman XXXX XXXX, Sir you can not expect me to take this vehicle in such condition with no evidence repair have been complete and problem has been corrected. Therefore putting my families lives in danger. Salesman XXXX XXXX leave to get assistance on convincing me to leave with the vehicle with no document to prove the cars had repairs done or car fax. XXXX XXXX XXXX XXXX of sales as well. Approaches me and said come on we are going to take a ride. I said for what? He said he test drove the car and nothing wrong with it. I explained to XXXX XXXX XXXX are you trying to insult my intelligence, because I am a lady? their is no way to determent the diagnostic with just a test drive. I test drove the vehicle on XX/XX/XXXX was not able to tell their was a mechanical problem until I drove it on the highway. I then said please call me when the vehicle has been service. XXXX XXXX then got irate, began to argue with me in a very loud tone and said you need to take this car, you aren't listening to me. As if I were a child. so EMBARRASING! He said because the loaner you are in has been sold. I explained I am an hour away from my home. I have been asking for the XXXX XXXX  and diagnostic from the dealership, so I can leave. He had me wait another hour to then say, ok take the loaner. I have contacted the dealer in regards to a resolution with no success or a return call from the XXXX or salesman. I contacted the finance company Santander. I explained my situation. They stated there is nothing they can help me with as far as mechanical problem. I then asked for the loan value, If i can be connected to the underwriters dept. Santander said we do not have an underwriting dept, I then asked for the compliance dept they do not have one. I then asked who approved this loan and paid the dealer? Since they had no clue what an underwriter or compliance dept was, I was hung up twice. I believe the dealership and Santander are committing fraud against me. They confirmed my car loan amount is {$27000.00} way above {$15000.00}, Please help me as I do not have the car, contract or gap and I have a XXXX XXXX I never requested as well as other added fees. Please help me to resolve this matter. Thank you!

Company response to consumer: Closed with explanation