Santandar Consumer USA - Flagrant use of Authority
Repossession and Seizure Policy - Complaint
CHICAGO, ILLINOIS -- March 12, 2012, my vehicle was repossessed from my residence. I called my finance company Santandar Consumer USA) to find out the cost to redeem my vehicle. I was told the redemption price would be $1457.97 by representative Frank in the Re-instatement Department if I paid for the vehicle within 10 days. On March 19, 2012, I paid the redemption cost of $1706.95 which included the $400.00 repossession fee and the telephone processing fee of $10.95. I was also told that my vehicle was shipped to Fort Wayne Indiana for auction. I was informed to contact Santandar Consumer once I reclaimed my vehicle so my account can be restored back to "active status". I was given a number to reach Indiana Auto Auction of 708-389-4488. To my understanding that number is not registered to Indiana Auto Auction but to Tri-City Auto Auction who informed me per Santandar Consumer USA, they were told to ship the vehicle to Fort Wayne Indiana for auction.
The representative Jamie informed me that no information on my vehicle was available and that I should call Santandar Consumer again to locate my vehicle. The second call to Santandar Consumer was answered by representative Mr. R. in the Re-instatement Department and began to tell Mr. R. about the mix up in location. He informed me that there was an order to keep my car at Tri-State Auto Auction (Repo-Lot) but the order was cancelled and my car was indeed shipped to Fort Wayne Indiana Auto Auction. He gave me the correct phone number to call for retrieval and told me again to call Santandar after I retrieve my vehicle so that the status on the account can return to active. I in turn called Indiana Auto Auction in Fort Wayne Indiana and spoke with representative Tammy who gave me the hours of operation and told me to bring my Driver's License with me.
The storage fee for now is $100.00 and the fee will be $10.00 a day after 2 weeks starting from today. She later called me back and left me a voice mail message that night apologizing for not to include the key fee of $250.00 so the total is $350.00 not $100.00. On March 22, 2012 I called Santandar Consumer with questions of the location of the vehicle and why was a order cancelled to have my vehicle stay in the state for retrieval? I was told that the vehicle was sent to the auction for storage purposes only. I asked the representative how will I retrieve my vehicle from Indiana, I live in Chicago. I was told I can have the vehicle towed at my own expense.
On March 23, 2012 I made the long journey to Fort Wayne Indiana Auto Auction to retrieve my car. I spoke with representative Tammy, who had me sign release papers. I told her I want to check my vehicle FIRST to make sure nothing is missing. She gave me directions as to where I can see my vehicle and upon approaching the truck, I noticed the bumper was broken. I opened the door and all of my personal effects were gone from the car and a complete write up on the car and what needed to be repaired was written on the window. When I returned to Tammy I told her I am not signing that release because my bumper is broken and my personal effects are missing from the car. She told me that was the only way I could get my car back after taking the $350.00 for the storage and key fee.
I told her again, I am not signing this release when my personal effects are not in the car and my bumper is broken. She said I let you speak to a manager because you're not getting this car until you sign. Ten minutes later Manager Jeff appears to explain why I must sign the release form. He began to inform me that my personal effects were in the Repo-Lot in Chicago. I asked him why when my vehicle is here in Indiana? He told me he didn't know. The lender told him to dispatch a towing truck and pick up the truck and ship it to Fort Wayne Auto Auction. I asked him was it safe to say that Santandar assumed I was not going to pick up my car? He said "YES". He further went on to say that Tammy did not know that my personal effects were not in the vehicle and that they are not responsible for any items after the car is dropped off from the Repo-Lot in Chicago.
I was given a number in which to contact the lot in Chicago to verify if my personal effects were there. It was confirmed that my personal belongings were in Chicago. I asked the representative why are my effects there and not with the car? He said all I know is the lender said ship the car and we did. We cleaned the car out the first night we received it. I then called Santandar and spoke to Representative Roslynd who gave nothing but excuses as to why my car was shipped, how Santandar is not responsible for any broken or missing personal items and said sorry for the inconvenience. I signed the vehicle release form but I was given a corporate number to call to have my bumper fixed. When it was all said and done I had no choice but to sign since I paid $1700.00 for the car to be released.
Indiana Auto Auction also changed the steering column to my car. My personal keys to my car do not work. I asked the manager why were they changed? He told me he didn't know and he could not change it back. This is a poor use of authority in the repossession's department, the auction house mechanical staff and Consumer USA. I will be filing a larger complaint. This must stop!!