Consumer complaint received 2025-03-21 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Problem with additional add-on products or services purchased with the loan
Company: SANTANDER HOLDINGS USA, INC.
State: TX

Complaint narrative:
I am filing this complaint against XXXX XXXX Imports for multiple deceptive practices during my purchase of a XXXX XXXX XXXX on XX/XX/XXXX, which I believe violates the Texas Deceptive Trade Practices Act ( DTPA ). Below is a detailed account of the events : Bait-and-Switch Pricing : On XX/XX/XXXX, the dealership texted me that the vehicle price was {$16000.00} for that day only, creating urgency to sign. However, the final purchase agreement totaled over {$18000.00}, an increase of over {$1400.00}, including an attachments cost I didnt agree to, indicating a bait-and-switch tactic. 

Unauthorized Attachments Cost : The payment breakdown included an attachments cost, which was not disclosed or agreed upon. I was not informed what attachments meant ( e.g., accessories, warranties ), and I did not request or consent to this fee, violating the DTPA. 

Unnegotiated Trade-In Value : The dealership included my trade-in vehicle in the payment breakdown, crediting it at only {$300.00} without discussing or agreeing on its value. I believe my trade-in was worth up to {$2300.00}, resulting in a {$2000.00} loss, increasing my net cost and violating the DTPA and Texas Occupations Code 2301.351 ( good faith requirement ).

Bank Warranty Misrepresentation : XXXX XXXX at XXXX XXXX XXXX XXXX initially claimed a bank-required warranty was mandatory with the loan, adding an additional cost. When I threatened to walk away, they admitted it wasnt required and removed the cost, violating the DTPA and Truth in Lending Act ( TILA ). 

Blank Form 130-U : On XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX asked me to sign a blank Form 130-U ( application for Texas title and registration ), risking fraud by allowing them to fill in details after my signature. This violates Texas Transportation Code 501.023, Texas Occupations Code 2301.351, and the DTPA. I retrieved the blank form after purchase. 

Initial Failure to Provide Documents : The dealership initially failed to provide the warranty document and Buyers Guide, only providing them on XX/XX/XXXX, after I insisted, violating the FTCs Used Car Rule and XXXX Warranty Act. 

Warranty Confusion : When I requested my warranty document, the dealership provided the Buyers Guide with a second document listing major defects, including tire issues ( e.g., tread depth less than XX/XX/XXXX inch ). On XX/XX/XXXX, I asked if my warranty covered tires, and they informed me it only covers the powertrain ( XXXX XXXX XXXX ) unless I purchased a different warranty, which I did not. When I asked why they provided the second document mentioning tires if it was irrelevant, they claimed they did not know why it gets printed. This lack of clarity caused confusion about my warranty coverage, wasting my time and adding to my stress, and contributed to their pattern of deceptive practices under the DTPA. 

Pressure Tactics : On XX/XX/XXXX, XXXX XXXX at XXXX XXXX XXXX XXXX raised his voice and told me to hurry up multiple times while I was reviewing documents and signing the initial paperwork, including the {$3000.00} partial down payment. This high-pressure environment violated the DTPAs prohibition on unconscionable actions. 

The dealership, XXXX XXXX XXXX, has responded inadequately to my complaints, often with evasive or dismissive answers : On XX/XX/XXXX, when I raised concerns about the {$16000.00} bait-and-switch ( final total over {$18000.00} ), attachments cost, and unnegotiated trade-in value ( credited at only {$300.00}, despite my belief it was worth up to {$2300.00} ), the salesman removed the attachments and we negotiated the trade in value to a total of {$1000.00}. 

On XX/XX/XXXX. XXXX, when I raised concerns about the excessive loan amount XXXX XXXX did not fully address my concerns. I figured out on my own that there was an additional cost added to my loan because he would not clarify that there was an attached cost. He would say the warranty comes with my purchase and then later said the warranty is an attached cost to the bank loan. He only removed the bank warranty cost after I threatened to walk away. 

On XX/XX/XXXX, after I insisted, they provided the warranty document and Buyers Guide, which were initially withheld, but this delayed my understanding of the warranty terms. They also returned the blank Form 130-U after I demanded it. 

On XX/XX/XXXX, when I asked about tire coverage due to the second warranty document listing tire defects alongside the Buyers Guide, they stated the warranty only covers the powertrain ( XXXX XXXX XXXX ) unless I purchased a different warranty, which I did not. When I asked why they provided the second document if it was irrelevant, they claimed they did not know why it gets printed, offering no explanation or apology for the confusion this caused. 
Overall, the dealership has failed to take responsibility for their deceptive practices, provide clear explanations, or offer a satisfactory resolution, prompting this complaint.

Company response to consumer: Closed with explanation