Consumer complaint received 2016-12-07
Company: Santander Consumer USA Holdings Inc.
State: NY
Product: Consumer Loan
Sub-product: Vehicle lease
Issue: Managing the loan or lease

Complaint:
I leased a brand new 2017 XXXX XXXX. I received the car on XXXX XXXX. On the morning of XXXX XXXX ( not even 72 hours later ), I found the car dead in my garage due to major electrical malfunction. Since that time ( 3 full days ago ) I have called Chrysler customer service at least 25 times. I have had a tow truck cancel on me 6 times. Chrysler 's policy is to tow the car to XXXX of the XXXX closest dealerships. A Chrysler rep called all XXXX and they all refused to accept the car. The original dealer that gave me the car offered to take it back and service it. The dealership is XXXX miles outside Chrysler 's towing limits. Chrysler wants me to pay {$100.00} to tow the car there. Not one of the 25 reps I spoke to had the authority to waive XXXX miles or {$100.00}. They all said I have to be assigned to a case manager, the only person in the entire organization who can maybe assist me and get a waiver. I apparently got assigned to a case manager on Monday, but you are required to wait 24 hours for a call. I still had n't gotten a call 24 hours later, so I called again to let them know. The rep I spoke to said that because I spoke to a manager during the day today ( who also could n't help me ), it reset the case manager assignment process and now I have to wait another 24 hours for a call. So now I have to go another day with no car and no assistance. Also, Chrysler initially told me they will reimburse me $ XXXX/day for a " comparable '' rental car. I called several local rental companies and they do n't have ANY cars available for $ XXXX/day, let alone a comparable one. They offered me a XXXX XXXX for $ XXXX/day. I leased a minivan - NOT comparable. The reps could n't help with that either. 

I do n't feel comfortable driving the car anymore. It is n't safe for me, a XXXX woman, or my XXXX young children. The car does n't recognize when the brakes are on, would n't shift out of park, and had many other issues. The most frustrating part of the whole process is the complete and utter disregard of every single person I spoke to at Chrysler, for my situation. I am now going on Day 4 with no rental car, and a brand new dead car in my garage. I drive to work every day. I take my children to school every day. I have spent hours on the phone with them, and my husband had to take a day off from work to wait for a tow truck that never came. 

I asked for a manager or a supervisor or a case manager almost every time I called. I was informed that there was no manager or supervisor or case manager on premises. The reps would n't provide names or contact phone numbers for their supervisors, and told me that the Lemon Law department and legal department do not accept phone calls from customers. I am completely at my wit 's end and I do n't know what to do. Calling customer service has gotten me nowhere and now all I can do is wait for a mythical case manager to call. If I dare call again tomorrow they will probably reset the process again for another 24 hours.

Company response to consumer: Closed with explanation