Consumer complaint received 2024-03-04
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: SANTANDER HOLDINGS USA, INC. (TX)

Dear Santander Consumer USA, I hope this letter finds you well. 

I was approved for an auto loan facilitated by your esteemed institution through XXXX of XXXX, located at XXXX XXXX XXXX, XXXX, TX XXXX. I am writing to express my extreme dissatisfaction with the dealership and the XXXX XXXX XXXX ( XXXX Number XXXX ) which was purchased on XX/XX/XXXX. Unfortunately, since acquiring the vehicle, I have encountered persistent and severe mechanical issues that have significantly compromised its functionality and safety. In addition, an extended warranty was financed into the car payment that is proving to be worthless because of the warranty companys refusal to repair the vehicle. 

The issues with the car began to manifest just three days after purchase, on XX/XX/XXXX. I commenced efforts to address these issues with the dealership. Despite only driving the car approximately XXXX miles since acquiring it, I have continued to be plagued with mechanical problems. I have further tried to contact the dealership beginning XX/XX/XXXX, and as of now, I have not heard received a response from the dealership, and the problems remain unresolved. Based on the shop findings, this unit appears to be a Lemon. I am therefore requesting a full investigation into the matter. 

Upon purchasing the car, I was assured of its quality and reliability. However, shortly after taking possession, it became apparent that the vehicle had significant overheating and engine-related problems. When I first got it in XX/XX/XXXX, after a couple of days, the check engine light came on, and the dealer suggested it only needed coolant. Despite following their advice, the issues persisted. Subsequently, at XXXX miles, several repair shops have stated the car requires a full engine replacement due to irreparable damage. Despite my attempts to address these issues through repair shops, I have encountered roadblocks with the extended warranty not being honored. 

Furthermore, as stated, my numerous attempts to contact the dealership to discuss these concerns have been met with evasion and avoidance, including phone hang-ups, passing the buck to another salesperson, and just not returning my calls. This lack of responsiveness only exacerbates my frustration and raises serious questions about the integrity and accountability of the establishment. 

It is also concerning to note that the car I purchased was not listed on the dealership 's website. This omission suggests that the vehicle may not have undergone proper inspection and approval processes before being sold to me. 

Given the substantial investment I made in purchasing and financing this vehicle, I am deeply disappointed by the lack of support and assistance I have received. I am a struggling XXXX XXXX in my junior year. I can not afford to make a car payment and insurance, on top of paying to get a new engine for the vehicle, which is estimated to be around {$6000.00}. 

I trust that your institution will address these concerns with the seriousness and urgency they deserve. Failure to do so will leave me with no choice but to explore further legal and regulatory avenues to seek redress for the damage incurred. 

I kindly request a response to this letter within a quick time frame to initiate the resolution process promptly, as I need a vehicle to ensure I remain employed and to get back and forth to college. Your cooperation in resolving this matter expediently is greatly appreciated. 

Thank you for your attention to this matter. I look forward to your prompt response and a swift resolution. I can be reached at the number below.