Consumer complaint received 2026-04-13 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Problems at the end of the loan or lease — Excess mileage, damage, or wear fees, or other problem after the lease is finished
Company: SANTANDER HOLDINGS USA, INC.
State: NY

Complaint narrative:
What happened : I am submitting a complaint regarding the assessment of a {$390.00} lease disposition fee at the end of my Chrysler Capital lease. When I originally entered into this lease approximately XXXX years ago, I was informedboth at lease origination and during subsequent lease-end discussionsthat the lease disposition fee could be waived if I continued leasing or financing within the broader XXXX XXXX XXXXXXXX, consistent with standard retention practices at the time. At lease-end, I was charged the full disposition fee and my request for waiver was denied without meaningful escalation or review of the historical context in which the lease was originated, notwithstanding the fact that I leased another XXXX within the broader XXXXXXXX XXXX XXXXXXXX. Why I believe this is unfair : My concern is not the existence of a disposition fee itself, but the inconsistent application of a previously represented lease-end waiver practice that was part of the customer experience at the time I entered into the lease. I relied on the understanding that continuation within the broader leasing ecosystem could result in waiver consideration. I was not provided clear notice that this practice had materially changed at the time of lease-end, nor was I given meaningful escalation to evaluate waiver eligibility based on my lease history and prior representations. Customer relationship context : I have been a highly engaged customer within the broader automotive and financial ecosystem connected to XXXX and XXXX financing channels. This includes : Entering into multiple vehicle leasing arrangements over time, including continuation into a subsequent XXXX lease arrangement financed through a Santander-affiliated channel ; maintaining an ongoing relationship with Santander-linked financial services beyond this lease relationship ; considering additional financial services relationships in the broader Santander ecosystem, which I would prefer to evaluate based on overall customer experience and resolution of outstanding issues. What Ive tried to resolve : Contacted XXXX XXXX customer service to request waiver based on prior representations and lease-end understanding; requested escalation to a supervisor or decision-maker; explained my leasing history and reliance on previously represented waiver practices ; requests were denied without substantive review or escalation. What would resolve this complaint : I am requesting a waiver of the {$390.00} lease disposition fee, based on : Prior representations at lease origination and during lease-end discussions regarding waiver eligibility under standard retention practices ; lack of clear notice that such practices had materially changed at lease-end ; absence of meaningful escalation or individualized review of waiver eligibility ; my ongoing financial relationship within the broader Santander ecosystem. Additional comments : I am not disputing my lease obligations generally. My concern is the inconsistent application of a previously represented lease-end incentive framework and the lack of transparent escalation review at the time of lease conclusion.

Company response to consumer: Closed with explanation