Consumer complaint received 2020-07-29
Company: Santander Consumer USA Holdings Inc.
State: TX
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
XXXX I reached out to XXXX via XXXX concerning a new vehicle. He initially told me about hail damaged inventory and I asked about XXXX XXXX. 
XXXX XXXX XXXX was sent to XXXX and my trade in was picked up. During the time of delivering my vehicle XXXX began inquiring about my husband a vehicle. He asked questions pertaining the current vehicles value, mileage, and Loan Company. We let him know at that time my husband was looking to get out of current loan due to high interest rates. XXXX suggested letting the current vehicle repo and get into another vehicle. He began running different numbers of trucks in order to get my husband 's truck under a certain number. I was unaware that either one of our credit was being ran for each vehicle XXXX attempted as I was unaware of the fact that he was trying to put the vehicle under my name at all. XXXX and my husband speak and I am told via text message that my husband said he wanted the vehicle and the vehicle was on its way. 
Hours later I am called by XXXX stating that the truck pmnts where under my husband 's requested limit but my interest rate would increase by 3 % and my pmnts would increase. I immediately let him know via phone that this was not okay and that he didnt have my permission to put the vehicle under my name in the first place. I was then referred to the finance director whom attempted to persuade me that overall it was saving us more money by giving my husband the initial finance contract with the lower interest rate and to get his pmnts where he wanted them to save us money overall. I let him know we dont pay are bills together and I didnt want the truck under my name. I was unable to reach my husband via telephone as he was at work at time of drop off. I was at work and had a 15 min break to sign the papers. I let XXXX know my husband would be in contact and I was told at the time I needed to sign the " new loan '' documents for my care. XXXX told me both paperwork for the truck and my XXXX was incorrect. I let him know I would be signing for the truck but that my husband wasnt going to want the truck. 
Upon receiving the truck at my place of employment I was given 1 key and noticed the vehicle was very dirty and the hail damage was more extensive than first quoted to us the vehicle was previously smoked in and still had the stench of smoke. I drove the vehicle home from work and immediately noticed an issue with the steering or wheels. I called XXXX and let him know my husband was not going to take this vehicle and the issues I noticed with the XXXX XXXX XXXX. XXXX confirmed the mechanical issues I noticed with the female driver whom brought the vehicle to us. She stated that she didnt let the dealership know of the vehicle issues as she thought it was understood between both parties that the vehicle had mechanical issues. XXXX stated he would pay for the oil change that was needed in the vehicle and that we would just need to take the vehicle to the XXXX dealership for repairs as it was still under warranty. We let him know very sternly we would not be taking the vehicle and that they would need to pick the vehicle up. XXXX went back and forward with my husband about picking up the vehicle. During that time we received calls from XXXX XXXX for a welcome interview. ( At this time, I hadnt received a Welcome interview for my XXXX XXXX or any correspondence from the dealership concerning my loan contract. ) The finance company called and asked about my the XXXX XXXX after we told them we would not be taking the vehicle to which the lady replied so yall are buying 2 vehicles I was not made aware of this. She called the dealership and spoke with an unknown party at the dealership stating the discrepancy. We received a call from XXXX going upset and frantic about the call from GM stating that we werent supposed to tell the Finance company about my car. I later received another call from GM stating they had spoken with my husband to do the welcome interview. I let them know that wasnt my husband and whomever they spoke to didnt have permission to speak on my behalf because we werent buying the vehicle. They notated the account and let us know that they would inform the dealership. Eventually the truck was picked up from our residence. XXXX let me know that my vehicle loan was incorrect when the truck was in route and I would need to sign a different one. He stated that he would sign the document ( which I didnt understand to be illegal at that time ). He faxed me the previous incorrect loan documents at my place of employment. At this time I let him know my dissatisfaction with the XXXX XXXX. I let him know I was unable to put my XXXX child seat in the car due to the size of the vehicle which I wasnt aware of until I received the vehicle. He continued reassuring me that he would look into my request for another XXXX XXXX. I then received a call from XXXX XXXX from regional acceptance on XX/XX/2016 requesting check stubs from myself and my husband. She also stated she hadnt received documents. I sent over the documents via email. I then a week later received a call from her asking if I had signed the loan documents. I stated yes when they brought the vehicle to me. She replied no we had different ones with a lower pmnt amount to sign. I let her know that XXXX had faxed me documents concerning the loan but I had not signed new documents as of the date she stated my loan information changed. She let me know the signature on the loan was forged and that I would have to sign myself the loan documents. I called XXXX and let him know this information and specifically stated that I didnt want the XXXX XXXX due to space issue and since my vehicle was still unfinanced I would like to return it. He then called me about a week later stating that my loan went through and that my pmnts would be lower. I immediately called XXXX XXXX  and had no luck finding my loan documents without an application number. No company had called me until a few weeks later to do a welcome interview with Chrysler Capital. During that time I had called different companies including different XXXX lots inquiring about my options as my attempts to speak with XXXX where either unreturned or not referred up. I received my first statement from Chrysler Capital the first paperwork I had seen regarding my loan. The loan was financed for 75 months at {$440.00} per month. I was upset with this deal as previous loans where lower. I called my father and we immediately called the GM. The calls to the GM where never returned and I finally called corporate and lodged a formal complaint. My father called XXXX and let him know that I received my statement and was upset about him signing me into the loan without my permission. XXXX stated that he would handle the situation without going any further. I asked to speak with the GM and left voicemails for a return phone call which was not returned. I called XXXX and requested he let GM know I was calling XXXX Stated GM was going to handle the situation and would get me into a larger vehicle using rebates and " special pricing ''. I would just need to bring the vehicle back to XXXX XXXX Texas. I told XXXX initially what I could afford for pricing on the XXXX XXXX XXXX and he assured me of this several times before I left for a trip to XXXX XXXX. 

When I arrived in XXXX XXXX on XX/XX/2016, we were met about 30 mins of arrival by XXXX to whom I was told previously he wouldnt be handling my vehicle that it would be the GM. XXXX came out with an intial vehicle pricing paper with {$770.00} for the XXXX XXXX XXXX with large brown marker written across with a statement of NO COPS, NO PROBLEMS. XXXX never mentioned the note on the document. I let him know immediately this was unacceptable and wasnt what I was told previously and demanded to speak to GM. XXXX stated that GM stated that he didnt want anything to do with this deal and would not come out. I asked 3 different times including other staff members to direct me to GM to which we waited for hours with no GM> my XXXX  daughter and father and I had been on road for 8 hours and at dealership for about 3. We finally told XXXX that we would sign for car as we would otherwise be stranded in XXXX XXXX and would be lodging more complaints as to the way we were treated. XXXX then brought out a blank side of the No cops, no problems paper and demanded I sign the blank side. I began signing the document and then asked what I was signing for to which he asked stated that everything is okay. I told him I would not be signing the piece of paper. He took the piece of paper to " GM '' and misrepresented it as a signature after I told him I was not signing the document. We went in with the finance director whom had previously received complaint from Chrysler Capital. XXXX had previously told me to call and state that everything was fine to finance director as he was " new ''. That conversation never happened. I let the finance director know of all of the issues we were having as with the dealership and requested again to speak to GM. He goes and gets man who comes in stating " oh so yall didnt come in here to sign documents. I thought you signed on this form stating everything was fine. I let him know it was NOT okay and that I didnt sign the paper as I didnt know what I was signing. He then asked if I gave XXXX permission to sign my signature on the previous loan to which I replied NO, and if I had you know that it still illegal for him to do so. He then brought up the truck and expressed his discontent for us, letting us know he couldnt do anything further to assist us. We were told we couldnt have a copy of the No cops, no problem paper as it was an " internal documents ''. I asked for all paperwork concerning all vehicles to which I was told I couldnt have. After the situation XXXX called members of my family telling them to " call me off '' or he was going to get into trouble and that the man we spoke to was not the GM and the dealership wasnt liable only him and that by complaining I would only get him fired. I ignored all correspondence from XXXX as I didnt want any dealings with him but couldnt reach anyone else at dealership. I lodged another complaint with XXXX XXXX and hired a lawyer at that point. 

XXXX Signed document with optional service contracts ( TIRE, Car Care etc. ) included without my permission resulting in a higher car note amount. XXXX also stated that he could receive " family '' discount and it was added to my contract this 2 was missing from my contract as falsely advertised.

Company response to consumer: Closed with explanation