Consumer complaint received 2026-04-06 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Changes in terms mid-deal or after closing
Company: SANTANDER HOLDINGS USA, INC.
State: IN

Complaint narrative:
I was only able to choose one issue on the previous page but there were several, which include : Misrepresentation, Incomplete Disclosures, and Unauthorized Charges I am submitting a formal complaint regarding a vehicle purchase and associated financing transaction that took place on XX/XX/year>. At the time of purchase, I clearly communicated to the sales representative that I was seeking a vehicle equipped with specific features, including remote start, wireless XXXX XXXX, and XXXX. I was informed that the vehicle I selected included these features. However, upon taking possession of the vehicle and returning home, I discovered that it does not include any of the features that were discussed and represented during the sales process. I contacted the sales representative on XX/XX/year>, to report this discrepancy. Initially, he indicated that he believed I was another customer. After I clarified my identity, he advised that only a premium model would include the requested features and stated that there was little he could do to address the situation, aside from offering the option to purchase and install remote start separately. In addition, at the time of purchase, I specifically requested a complete copy of my XXXX XXXX XXXX XXXX ( XXXX ) and a full breakdown of the financing terms. I was assured by the finance manager that these documents would be included in my paperwork. However, I was only provided with two documents : 1. A summary sheet reflecting a monthly payment of {$600.00} and the total cost of the loan ; and 2. A document I was told was solely to acknowledge the vehicles mileage at the time of purchase. I was verbally informed that my payments would be {$270.00} on a biweekly basis. This explanation was not clearly presented as being equivalent to a significantly higher monthly payment obligation. Upon subsequent communication, the sales manager stated that the first payment would be {$600.00}, after which payments would convert to {$270.00} biweekly ; however, this structure was not clearly disclosed or explained at the time of signing. When I followed up regarding the missing XXXX contract, I was informed by the sales manager that such documents are not provided by the dealership and must instead be obtained through the loan company. This directly contradicts the information provided to me at the time of purchase. I was later told that I could return to the dealership to obtain the document, despite having already requested it in person. Given that the dealership is located over an hour away, this presents an unnecessary burden. Furthermore, upon reviewing the documents I did receive, I discovered that a {$3000.00} warranty had been added to the transaction without my knowledge or explicit consent. I was verbally advised that any warranty upgrade had been provided at no additional cost ; however, the documentation reflects a {$3000.00} charge. When I raised this concern, I was informed that the warranty had been added by the loan company for its own protection and that I would not be responsible for the cost. To date, I have not received any written documentation substantiating this claim. I did not realize I had a text message from the sales representative. Additionally, after I raised these concerns, I received a follow-up email from the sales representative requesting that I complete a customer satisfaction survey and advising me to contact him if I was not fully satisfied so that the issue could be resolved. I responded to this communication outlining my concerns, but I did not receive any reply. Despite making prompt and repeated efforts to resolve these matters directly with the dealership, I have not received a satisfactory response or resolution. * * Summary of Issues : * * * Misrepresentation of vehicle features at the time of sale * Failure to provide required financing documentation, including the XXXX contract * Incomplete and potentially misleading disclosure of payment terms * Possible unauthorized addition of a {$3000.00} warranty * Conflicting and inconsistent information provided by dealership staff * Failure to respond to follow-up communications and resolve the matter

Company response to consumer: Closed with explanation