Consumer complaint received 2025-04-26 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: SANTANDER HOLDINGS USA, INC.
State: NY

Complaint narrative:
Open app Your location XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX dealer XXXX XXXX XXXX XXXX XXXX weeks ago DO NOT GET A CAR FROM HERE PLEASE READ BEFORE PURCHASING!!! I leased a XXXXXXXX XXXX XXXX XXXX XXXX. Last year it had a recall for the hybrid battery which my car didnt start because it had to be replaced. I had it towed in XX/XX/XXXX and XXXX was my advisor. She would never call to give me updates so I called every couple of weeks. The only update I would get is I dont know how long it will take for the manufacturer to send the new battery and they dont give us any updates. A few months go by and I decide to open a case up with Jeep themself. I get a case number and XXXX is now helping me expedite this fix. I then received a letter from Chrysler Capital saying they are now repossessing my car for unpaid storage fee. XXXX was charging storage fee on my car for a recall on my hybrid battery change. I didnt receive any notice of this. My car is now in the pound for a mistake that they did!!! My case manager XXXX said he has never heard of anything like this. I pay all my bills on time and been a customer for years. When I call star to find out what is happening they have no solution. If I was told my car was fixed I would of picked it up the same day but nor me or my case manager were ever updated. This place is a scam and now I have another case open to fix this issue. I have been waiting since XXXX for my car. This is truly unacceptable and a disaster. I will not recommend this place to anyone. XXXX was no help in anything I dont even see why she still works there. They even lied about the day I dropped off the car but lucky I have the towing receipt. I honestly dont know whats going to happen next and I am so stressed out. They dont help with anything and they made this easy situation into a nightmare. I just wanted my battery to be replaced and ended up getting my car repossessed. This is insane. DO NOT buy from them they are not a reliable business. This place needs to be investigated and I will be trying to get the news and lawyers involved as I see others have experienced similar bad service from them. I am not going to sit around and get bad credit over something that wasnt my fault at all. 

Edit update : I went in and spoke with XXXX the service manager. He continues to say they never charged storage fees on my vehicle. When I have proof amount and received phone confirmation from Chrysler capital that they were charging storage fees. This also still doesnt explain to me why my car is still not fixed. Instead of him saying I will do research on my department to see who was charging storage fees, he just brushed it off like this was only my problem. Chrysler capital towed my car because star was charging storage fees point blank. Something is going on in the service area that is not legal. They need to be investigated because a long time customer should not have to worry about losing her car because of a mistake that they did. I have a case with Chrysler capital and they will look into all of this. I asked why XXXX is not fired if she has so many negative reviews and his respond was she has a family. YOUR customers have a family. I have a family this is outrageous. I use my car for work and even tho it was towed it still was not fixed make that make sense.

Company response to consumer: Closed with non-monetary relief