Consumer complaint received 2026-02-05 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Getting a loan or lease — Confusing or misleading advertising or marketing
Company: SANTANDER HOLDINGS USA, INC.
State: NJ

Complaint narrative:
I am submitting this CFPB complaint in good faith to request clarification, review, and corrective assistance regarding a vehicle transaction and subsequent auto loan that I am struggling to fully understand and afford. I am not alleging intentional wrongdoing as a certainty at this stage ; however, I am concerned that the transaction was not explained in a clear, timely, or transparent manner that allowed me to make an informed decision, and that the resulting loan structure and vehicle issues have caused substantial financial harm. 

Background and Reason for Visiting the Dealership Prior to this transaction, I was financing a XXXX XXXX, which I paid consistently for approximately three years without issue. My monthly payment was {$510.00}. Around that time, I received multiple mailers encouraging me to refinance my vehicle for lower monthly payments. Although I no longer have all of these letters due to moving, these solicitations prompted my visit to XXXX XXXX of Hillside ( XXXX XXXX, Hillside, NJ on XX/XX/XXXX2026 ) and framed my understanding that I was exploring refinancing or lower-payment options. 

At the dealership, I was told I could upgrade. I explicitly stated that I did not want to refinance or upgrade if my monthly payments would exceed {$510.00}. Despite this, I was reassured and shown options. 

Payment Representations and Lack of Clear Disclosure Initially, I was shown a lower-cost option consistent with my stated goal. I was later shown a XXXX XXXX XXXX XXXX, which was presented as a more suitable option within my price range. I was led to believe the combined cost ( loan payment plus insurance ) would be approximately {$400.00} {$500.00} because I was allegedly eligible for lower-cost refinancing. 

Throughout the process, I repeatedly asked for the specific monthly payment amount. I was told multiple times that payment details were still being calculated and would be determined later, after insurance was placed on the vehicle, the value of my XXXX was determined, and certain paperwork was completed. At that time, I did not understand that this paperwork and valuation process effectively meant I was surrendering my XXXX and materially reducing my ability to withdraw from the transaction. 

Final Payment Disclosed Only After My Prior Vehicle Was Surrendered After insurance was switched from my XXXX to the XXXX XXXX XXXX and the XXXX was effectively surrendered, I was presented with final paperwork and informed for the first time that my new monthly payment would be {$620.00}. This was significantly higher than my prior payment and directly contrary to the condition I repeatedly stated. 

At that point, due to the sequence of events and the status of my prior vehicle, I had limited practical ability to withdraw. I also was not made aware that I could meaningfully negotiate the trade-in valuation, the total financed amount, or the add-on products included in the loan. 

Registration Delays and Inability to Lawfully Drive the Vehicle After taking possession of the vehicle, I experienced repeated delays in receiving permanent registration and license plates. I was issued multiple temporary tags, which ultimately expired before permanent plates were provided, preventing lawful operation of the vehicle. During this time, I incurred rental expenses while continuing to pay insurance and loan payments, along with other financial obligations. 

Mechanical/Electrical Failure Shortly After Purchase Within approximately XXXX months, the vehicle became inoperable due to suspected electrical issues and battery failure. The vehicle could not be driven or successfully jumped. I was informed that this issue was not covered under warranty, despite the vehicle having been recently purchased and financed. 

Financed Warranty/Add-On Product Not Clearly Disclosed I later learned through a call with Santander Consumer USA that a warranty XXXX believed was included with the vehicle had actually been added to and financed through the loan. This was not clearly explained to me at the time of sale. Had I understood that this warranty was being financed as part of my loan balance and increasing my monthly obligation, I would not have agreed to include it. 

Financial Harm and Resulting Hardship As a result of these combined issues, I have : Paid substantially more per month than represented prior to signing Incurred rental expenses while still paying loan and insurance costs Paid insurance and loan payments while the vehicle could not be lawfully driven Made payments on a vehicle that became inoperable shortly after purchase Experienced compounding financial harm that caused me to fall behind despite efforts to remain current Been forced to pause my education due to financial strain The vehicle has been largely unused since XXXX. 

Good Faith Efforts and Current Status I have contacted Santander Consumer USA directly to discuss my concerns and payment options. I am making payments to the best of my ability and am currently arranging a good-faith payment while this matter is under review. I am seeking intervention to prevent default, repossession, and further financial harm while this complaint is investigated. 

Concern Regarding Unfair or Deceptive Sales and Financing Practices Based on the timing and structure of this transaction, I am concerned that I was subjected to an unfair and deceptive process, including potential bait-and-switch practices regarding monthly payment expectations, and that key terms were not disclosed until after I was effectively committed through insurance transfer and surrender of my prior vehicle. 

I am also concerned that the vehicle XXXX have had defects ( electrical issues and possible structural deficiencies ) that were not disclosed prior to financing, resulting in me paying for a vehicle that was not usable for a substantial portion of the time I have owned it. 

Supporting Context ( Public Consumer Reports Relevant to My Concerns ) Publicly available consumer reports about Empire XXXX of Hillside reflect similar complaints regarding pricing transparency, misleading representations, and bait-and-switch type conduct. For example, customer reviews on XXXX and BBB include allegations of unclear pricing practices, misleading communications, and negative post-sale experiences. While these are not legal judgments, they provide contextual support that concerns regarding transparency and sales conduct at this dealership have been raised by other consumers. 

Request for Review and Remedy I respectfully request that Santander Consumer USA and the originating dealer transaction be reviewed for compliance with applicable consumer protection standards, including whether material loan terms, payment disclosures, and financed add-on products were properly disclosed and understood before I became committed to the transaction. 

I reserve all rights ; waive none.

Company response to consumer: Closed with explanation