Consumer complaint received 2018-09-18
Company: Santander Consumer USA Holdings Inc.
State: NJ
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Getting a loan or lease
Sub-issue: Changes in terms mid-deal or after closing

Complaint:
On XX/XX/2018 I had an appointment @ XXXX to meet with XXXX XXXX an Internet sales specialist. I leased a 2018 XXXX XXXX with a sticker price of {$42000.00}. I had a trade in that I was told they were giving me {$12000.00} for which left me with {$5500.00} equity plus they were giving me a {$4000.00} incentive from XXXX which I was taxed on.The salesman confirmed to me we were deducting the total of the trade and the incentives which comes to {$9500.00} from the sticker price of {$42000.00}. After verbally discussing a payment of {$500.00} a month for 48 months. ( Just to remind you I had a XXXX appointment and it is now around XXXX pm and they are closing at XXXX ) when I am called into the finance office to meet with XXXX XXXX their finance manager. That is when I was told that I was given the wrong information by XXXX XXXX I was told XXXX XXXX told me it was going to be a 48 month lease was actually going to be a 39 month old and that it was going to be more money but he assured me I was saving money overall. Being naive and feeling a little rushed and smooth talked I was presented with Gap insurance and was told I had to pick one of several options ( I was never told it was optional. ) after signing all the documents it was time to go to the cashier and make a payment of {$2400.00} which I believed was for taxes and title. It wasn't until I got home an actually had more time to over the contract.is when i noticed out of the {$2400.00} {$1300.00} was additional cash down payment which we never discussed and I was told earlier by the salesman, ( with the trade and the incentive of course there was nothing out of pocket. ) It seems like XXXX took upon himself to go into my pockets and help himself to more money. Further more instead of deducting my {$9500.00} from the sticker price, They added that amount to the sticker price and have an " agreed upon '' price of {$52000.00} plus all the after market add ons which brought the total to {$54000.00}. None of this was ever discussed with me and every time XXXX referred to the the price he referred to the sticker price. 
I was back in there @ XXXX the next morning thinking it was a mistake and easily fixable I seen XXXX and he looked me dead in the eye and gave me an explanation that I was reading it wrong and that everything was right. I was finally put in touch with a XXXX XXXX. He runs the entire place his father is the owner. XXXX was suppose to look over my contract and he was going to call me in a few days. Needless to say after 10 days still no call from XXXX XXXX. I finally went in to the dealership and talked to him and his excuse was that it was the end of the month and it was hard for him to find time to call me.We finally get around to him taking a total of {$4200.00} off of my contract for all the after market add ons. But right before he was going to take it off he needed me to sign a waiver stating that both parties were satisfied.I would not do that and that is when I had a chance for him to explain to me how i was charged over $ XXXX over the sticker price with a trade in of XXXX plus {$4000.00} incentive? He tried to give me a legitimate reason that it was taxes and a bunch of other things. That's when I told him NO that doesn't make any sense. It was then that he told me he doesn't know how to read the contracts. My feeling is that cant be the truth. He runs the entire operation and doesn't know how to read the contracts. ( I cant accept that as an answer ) I am in belief that these contracts are fraudulant and are not compliant with federal leasing laws.

Company response to consumer: Closed with explanation