Consumer complaint received 2020-08-10
Company: Santander Consumer USA Holdings Inc.
State: CA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Problems at the end of the loan or lease
Sub-issue: Excess mileage, damage, or wear fees, or other problem after the lease is finished

Complaint:
I had leased a XXXX XXXX XXXX from XXXX XXXX on XX/XX/XXXX. The car never made it home and stopped on my way home, requiring me to charge the car before I can get home, after having asked numerous times if the car was charged and had enough for me to take it off the lot and make it home ( which was about 10 miles away ). The car was back in the shop for a few reasons a couple of days later and stayed there for a month. When going to pick up the car, the issues were not fixed and they had to keep the car even longer. The issues were on going for the 3 years of the lease. The staff was never helpful and/or courteous. Excited to have the lease completed and return the car along with all the issues and stress it has cause my family and I. We had the inspection completed on XX/XX/XXXX and the car returned on XX/XX/XXXX. 
Prior to returning the car, I called Chryster to ask what steps needed to be taken to end the lease and return the car. She said : A. schedule an inspection of the car. 
B. Return the car and C. Get the release of liability I asked her if I owed anything or needed to pay anything. I was told no, that I was up to date with the payments and no additional payments needed to be made. 

The inspection was completed on XX/XX/XXXX. Called and made an appoint to return the car. When I arrived at the dealership, they didn't even have my appointment, the manager did not want to speak to me or address the matter in any way. Directed the staff to check the car, take the keys, and give the release of liability. Very rude and disrespectful. I asked if I needed to pay for anything or if anything else needed to be done, I was told 'no ', that this was it and I was done. 

Seven months later, XX/XX/XXXX, I receive a phone call from Chrysler/XXXX, threatening me to take me to collections because I owe them {$500.00}. Shocked as I have not received a bill, an email, a letter, or a phone call. All of a sudden, I owe them money and they are taking me to collections. 

Asked to speak to a manager and have this escalated, I was told that I would have an executive manager call regarding our concern. I did receive a voicemail later, from someone saying that they are XXXX from Chrysler executive. When I returned the call, they refused to transfer the call to XXXX ( no last name ) and when asked to have them call us back after XXXX, if possible. The response we got back was no, he is too busy to call back. They are too " busy '' to take care of a concern/compliant. However, my wife and I have been taking time off our work to answer the phone calls and address this matter on our end. 
They have no organization. I have yet to see a bill even after being asked to send us the bill they claimed we owe, we have not received anything in writing. They couldn't even validate my address they had on file, they had my mother-in-law 's address for some reason, they could not explain how and why they had that address. No mail was ever sent their either. They did not even have our address that we had at the time on file ( it has since changed and we provided them with the updated address ) along with both mine and my wife 's phone numbers to call either one of us if the other one does not answer. We have done everything we can on our end to solve this matter and have our concerns address, yet no one seems to care to call or send us the information asked. Other than threatening to send us to collections or they might have already, but yet too busy to address a customer complaint. Nothing less than what we have been dealing with since the beginning of this lease. 
Please help us resolve this matter.

Company response to consumer: Closed with monetary relief