Consumer complaint received 2020-03-08 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: Santander Consumer USA Holdings Inc.
State: FL

Complaint narrative:
My name is XXXX, in XXXX my wife was diagnosed with XXXX  XXXX XXXX.In XXXX of XXXX i purchased a XXXX XXXX  XXXX XXXX edition.I took delivery of the car on that date.The vehicle was a certified vehicle by the manufacturer not the dealer.2 weeks later i washed the car and drying the passenger door jam i noticed these rubber grommets missing.I called the sales associate and specifically asked him if the car was in a accident, i said these parts just dont fallout you have to pick them out.His reply was no the car wasnt in a accident.In XXXX i broight the car back for a wheel alignment and he ordered the missing psrts at no charge.From XXXX till XXXX the car was parked in my garage, my wife had a hard time getting in the car for XXXX visits etc.I had a XXXX XXXX in which i primarily used as a daily driver.Oct XXXX i started using the car and i went to the bank and the car would not go passed 5mph.There was a powertrain warranty on the car expires XX/XX/XXXX by XXXX.I went to XXXX  on that day for a computer scan to find why the check engine is on.The associate then told me the the car had aftermarket parts and exhaust etc.He couldnt clear the check engine light.4 days later i decided to trade the XXXX XXXX  for a XXXX XXXX  at a different dealership.I was trying to put the deal together from my home like the car terms etc.All was good till he asked for my vin i texted him.He called me to tell me they dont want my trade at all, because the car was in a front impact accident on XX/XX/XXXX.I went to get the XXXX  report from the dealer then proceeded down to the dealer where i bought the car and asked why the salesperson lied.They said come down and well dicuss it.I get there and gm XXXX XXXX pulled a XXXX  report and told me its minor , minor is a dent or scratch not the whole front of car and exceeds 1000.00.He said when your calm come back on monday.He called me and asked me if i wanted a XXXX XXXX  with him giving me XXXX for my trade.I get there he tells me the XXXX  had a bad XXXX, keep in mind this is a XXXX   franchised dealer.I declined now the car i have is diminished value with aftermarket parts.I went to the dealer who told me i have a bad XXXX  and i got all the service records.The records indicate back in XXXX the owner paid the dealer to install all these parts, the dealer that informed me of bad XXXX.They told me the dealer has to honor the repair.At this point i want nothing to do with the dealer, they dont return calls etc.I made a complaint to gm manufacturer, again passing the prom to the dealer where i purchased the car.I brought the car there and i video recorded the gm and the service director with there consent.I pull the car up into the sallyport with the hood open waitingbfor it to act up, mean while i asked the gm mark where was the door hit show me, i got the car looked at by a bodyshop and i know where the damage was.The gm  manager tells me the car got hit by a lady on the dealership property and that he fixed it, so lie # 2 .The car was to be driven by the service director and me in the passenger seat, half way down the road the car was acting up, headed back to the dealer and its me the director and the gm manager in the office, the director told the gm this is not gon na be a easy fix here.I needed to use the bathroom and the director said come to the service area when your done.I recorded video of him saying they will pay for a 2 day car rental and 1hr of diagnostic time and whatever the parts are i had to pay.I said im not paying for anything here and the courtesy transportation comes with the warranty so your not paying for any car rental.I left the service dept and proceeded back to my car, the car broke down on the property.From there i went inside and told the gm i cant leave because the car broke down.The car has 5 symptoms je came out started the car as the engine was rocking and turned off the car and told me that i needed to kiss the service director XXXX to fix my car.Im totally at lost here with this car, i got the lender involved here, no help by the manufacturer or dealer at this point.The lender called them and said i was abusive yes i was pissed off and they didnt like the phone recorded.Oh well!, your not trustworthy, i lost my job for a car not running right and my daughter needed to go to school.MY niegbor drove us everyday for a month at which his schedule was filled with dr appointments.I got behind on my bills as a single father with a minor.I brought the car to 2 mechanics, one of them said i needed to tune the car on a dyno machine because he felt the parts were not working together XXXX the other wanted no part of it and said call the chevrolet dealer who did the work.I did that and tried to cap the hourly rate.They would not and i dont have hundreds of dollars to waste on no guarantee.I had to surrender the car back to the lender because it was now a liability rather then a asset.I have all the videos of this car breaking down, and broke down on my daughters school line .I lost my car my wife my job my credit because of this.A car that is certified has to pass a 174 point check with no accident history, clearly on the carfax the accident is noted before i bought it and they knew about it and thats fraud.This car had promblem from day one always at the dealership, in XX/XX/XXXX the previous owner brought the car back 10 times in one month for promblems, and here i come and inherited this nightmare.The gm no longer works there and the criteria for a certified car is all recalls fix accident free and impeccable service history in which clearly it did not have.As per warranty aftermarket parts are void especially headers exhaust systems in which the previous owner installed.Front impact accident voids the warranty, there was no warranty back in XXXX and thats why i got nowhere rectify this promblem.

Company response to consumer: Closed with explanation