Consumer complaint received 2016-11-15
Company: Santander Consumer USA Holdings Inc.
State: GA
Product: Consumer Loan
Sub-product: Vehicle loan
Issue: Managing the loan or lease

Complaint:
We bought a car from XXXX in XXXX, the vehicle is a XXXX XXXX XXXX. We have had numerous documented problems getting anyone to properly service the vehicle, INCLUDING XXXX. When we bought it we discovered it had a faulty transmission, after several trips to XXXX and several loaner vehicles later they finally shipped the vehicle to the closest XXXX dealership at the time in XXXX, Alabama so it could be serviced properly. Later on down the road we had service lights coming on for the airbag, took it to XXXX after they assured me they could service it and would provide a rental car. I dropped the car off and got a rental, the next day I get a call from them saying that they could NOT diagnose the light because of their limited equipment and that I had to pay for my rental car as a result. I convinced them I was n't about to do that and they let it go, but the light is STILL on to this day. Years later here we still have trouble having the car serviced, the local XXXX will not even look at the transmission and put the hood on wrong last time. We used the warranty at a local dealership to have major engine repairs and on top of taking two months to get back they caused an oil leak that nobody can seem to find the source of. Upon reviewing the documents in my XXXX packet I discovered a Dealer Agreement between them and XXXX ( Santander, USA ) where it states that a " repurchase '' will be enforced in the event of breach of contract. In the agreement it states that they will not finance a " vehicle that is no longer in production ''. We purchased the vehicle in XXXX and the last model of XXXX XXXX was the XXXX model. Now we had reported this to you guys before and they deflected saying that we had legal representation. Which is false and I can prove it because I have all conversations with Santander and XXXX recorded since I began persuing this matter. At no time was I EVER under any legal representation and this was KNOWN to both XXXX and Santander. Santander has since told me ( recorded of course ) that they are n't obligated to uphold that XXXX XXXX. When we first started talking to Santander they put a hold on all late fees with our account, when they told me they were n't going to enforce their own rules ( that were designed to prevent this situation ) they tacked all the late fees back on the account and reported it to the credit agency. Rather than retaining counsel we waited for TWO MONTHS before XXXX XXXX ( representative of Santander ) called back and told us they were n't going to do anything and tacked TWO MONTHS worth of late fees back on right away. I 'm at the end of my rope here, we have a car that is impossible to get serviced, XXXX ca n't work on it and they 're an hour and a half away, XXXX tells you to go to a particular dealership to have it serviced but it has been CLOSED for YEARS which is also XXXX hours away in XXXX. We have no other recourse, if you guys tell me there 's nothing you can do or if Santander lies to you to make you go away again I wo n't have any choice but to retain a lawyer that I ca n't afford and just hope for the best. This is my only car, I have XXXX kids and a job that relies heavily on my presence. You 're literally my last hope here, please look into this.

Company response to consumer: Closed with explanation