Consumer complaint received 2025-03-17 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Termination fees or other problem when ending the lease early
Company: SANTANDER HOLDINGS USA, INC.
State: FL

Complaint narrative:
Emails sent to XXXX XXXX XXXX XXXXXXXX dealer : On XX/XX/XXXX : Subject : Urgent : Assistance Required for Vehicle Return Process Dear XXXX Customer Service, I am reaching out again as I have yet to receive a successful response or resolution regarding my situation. 

Two weeks ago, XXXX visited the XXXX dealership in XXXX to return the vehicle, but they refused to accept it, claiming that an inspection was required. However, they did not provide clear instructions on how to schedule the inspection. Instead, they attempted to intimidate us, stating that if we left the car at the dealership for them to schedule the inspection, they might find additional issues that we would be charged for. They also mentioned that if we conducted the inspection at home, these additional charges would not apply. This feels like coercion and yet another obstacle in the process. 

It has been extremely difficult to be a XXXX customer in this situation. I have made multiple attempts to contact XXXX XXXX XXXXut the calls do not go through, and the line constantly disconnects. The dealership has been unhelpful and, instead of assisting, has only created additional challenges. 

I need to return the vehicle and require clear and immediate guidance on how to proceed. Please provide detailed steps on how to schedule the required inspection and return the vehicle without further delays or complications. 

I expect a prompt resolution to this matter. Kindly escalate this issue if necessary, and provide me with a direct contact who can facilitate the process efficiently. 

Looking forward to your urgent response. 

Best regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, ( XXXX ) XXXX, XXXX XXXX XXXX XXXXXXXX XXXX XXXX DeaXXXX XXXX XXXX  Customer Service and XXXX XXXX XXXX - FL I am writing to formally express my dissatisfaction with my leasing experience of a XXXX XXXX XXXX XXXX ( XXXX : XXXX ) # XXXX and to seek guidance regarding the return process of the vehicle, as my lease is set to end in XXXX. 

During the lease period, the vehicle presented multiple issues : XXXX XXXX : The multimedia system repeatedly froze, making it difficult to use basic functionalities. 
Drivers Seat : The drivers seat never returned to its original position after turning on the vehicle. Each time the car started, the seat adjusted to a completely different position, which was both frustrating and inconvenient. 
I visited XXXX XXXX in XXXX, Florida, three times during routine maintenance appointments, including oil changes, to report these issues. Each time, I waited for over three hours for a resolution, only to be told the problems were repaired. Unfortunately, the issues reappeared the very next day. After multiple unsuccessful attempts to resolve these problems, I decided to stop reporting them due to the significant stress and time wasted. 

Today, My spouse, XXXX XXXX, called XXXX XXXX XXXX  customer service around XXXXXXXX XXXX  from her phone number XXXX to inquire about the vehicle return process. The representative who assisted her was exceptionally rude and unprofessional throughout the call. I kindly request that you review the recording of this interaction to understand the level of service we received. 

Given my inability to resolve this matter over the phone, I am writing to request : Clarification on the Vehicle Return Process : Please provide detailed instructions on how to return the leased vehicle as the lease period ends in XXXX. 
Follow-Up on the Customer Service Incident : I urge you to address the poor customer service I experienced during todays call and ensure such behavior is not repeated with other customers. 
This has been the most disappointing automotive experience of my life. The combination of vehicle performance issues and poor customer service has led me to question whether I would ever consider being a XXXX or XXXX XXXX XXXXustomer again. 

I trust you will take my concerns seriously and provide the necessary follow-up to address this situation. 

Thank you for your attention. 

Sincerely, XXXX XXXX XXXX XXXX / XXXX XXXX XXXX do XXXX

Company response to consumer: Closed with explanation