Consumer complaint received 2026-03-05 00:00:00
Product: Vehicle loan or lease — Lease
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: TX

Complaint narrative:
The year of XXXX I went to the dealership of where I purchased my car with was XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, TX XXXXPhone : ( XXXX ) XXXX. As I have done on previous occasions as I was instructed by dealership because I had purchased an extended warranty for a XXXX XXXX when car was purchased. Upon contacting the dealership about repairs they informed me of the repair cost and services needed. At which time I asked the repairs be submitted to the extended warranty vendor for coverage of cost. After a week of failed communications form staff and in house mechanic I reached out to the Extended warranty company only to find out that I never had a contract, nor was payment was ever submitted under my name nor the dealership. I then reached out to management only again to be ignored about the inability to use the extended warranty because it doesn't nonexistent. I then submitted a XXXX complaint that reached their home office in XXXX, Tx after 1 month. The owners secretary reached out to inquire about my XXXX complaint. At which I informed them of the Breach of Contract, because the Extended warranty was included in the financing of the vehicle. Also that I had contact the warranty vendor, in regards to the repair, I sent proof to dealership from extended warranty company stating that there was not contract. I informed her that if they would not agree to the repair I was going to seek counsel, due to the total financing had the warranty included that was fraudulently presented, never paid for, which constituted a Breach of Contract. After 2 -4 weeks after sending over documentation, as well as a Demand Letter from my attorney I was contact by the manager of the XXXX, Texas location with a proposed settlement, that didn't include repairing the car. Thee proposed resolution was that they would reimburse me the cost of extended warranty, and interest paid for it being included in financing. I later received payment. Simultaneously, I reached out to the lender Mailing address : Santander Consumer USA Inc. XXXX XXXX XXXXXXXX XXXX XXXX, TX XXXX. I escalated my complaint to the corporate office of Santander. Sent all documents, demand letter, and proof of breach of contact via fax to Santander Corporate. I was contacted by a representative, who stated they could not provide me their name, but that my complaint was denied. Also there was a repossession for non-payment placed on credit, and they would be actively seeking to pick up the car. The representative, did acknowledge that they seen the notice to add payment to end of loan due to car be in operatable, pending repair and resolution with dealer. The car was repossessed XXXX XXXX. I then called again to obtain an update, only to be informed again that my complaint was denied for Breach of Contract, and I was liable for the balance. Although payments leading up to break down of car was impecable.

Company response to consumer: Closed with explanation