Consumer complaint received 2023-05-20
Company: Westlake Services, LLC
State: NC
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
On XX/XX/XXXX, XXXX XXXX XXXX, accompanied by her husband, enter the company of American Car Center, located on XXXX XXXX XXXX XXXX, NC XXXX, to purchase a vehicle. XXXX XXXX met with XXXX XXXX over the phone and via email prior to this purchase. XXXX XXXX assisted XXXX XXXX with the purchase of the vehicle. At loan signing, XXXX XXXX misled XXXX XXXX with total pricing of the vehicle, meaning the cost including fees, interest, and overall amount. 

After the signing, XXXX XXXX made an aggressive, predatory statement saying, Now, your stuck, for XXXX years!! and XXXX XXXX laughed furiously. 

On XXXX XXXX XXXX XXXX the car to XXXX XXXX XXXX XXXX XXXX located on XXXX XXXX XXXX XXXX XXXX XXXX NC XXXX, where the American Car Center  had a registered warranty for the vehicle. The left top headlight was replaced, dashboard light knock sensor was replaced due to malfunction, engine analysis, and engine sensors ( front or rear ) were replaced. 

On XXXX The vehicle was ready for pick up after invoice was paid through warranty with XXXX XXXX XXXX American Car Center. 

On XXXX The car started to have white, thick smoke on the left side of the hood from the car while XXXX XXXX XXXX at the drive-thur. XXXX XXXX took the vehicle back to XXXX XXXX XXXX XXXX with the issues. XXXX XXXX was advised to have a complete vehicle inspection of the vehicle from XXXX by her husband. 

On XXXX The car was ready for pickup after having the full inspection of the car, cooling pressure test, heater and bypass hose replaced and right headlight replaced. Warranty paid for all costs except for full inspection of the vehicle. XXXX XXXX paid for the inspection for assurance that the vehicle was safe, separately. 

On XXXX car began smoking under the hood in the same area with the same thick white smoke while XXXX XXXX was driving. XXXX XXXX was able to drive the car directly to the shop stating the same unresolved issue with the car. Heater hose was leaking at the rear where the firewall hose and jumper hose connects. The heater hose was removed and replace. 


In XX/XX/XXXX, American Car Center abruptly went bankrupt with out proper notification to customers. XXXX XXXX was notified when making a payment that the lease was now under Westlake Portfolio Management on XXXX XXXX. 

On XX/XX/XXXX, the car began to spoke again under the same area under the hood with the same thick white smoke. XXXX XXXX was able to drive the vehicle directly to XXXX XXXX XXXX once more. 

On XXXX the car was picked after XXXX XXXX XXXX XXXX a broken hose, replaced coolant recovery hose, flush w/sealer and conditioner were performed. 

On XXXX car began to overheat. XXXX XXXX was able to take the car back to XXXX XXXX XXXX. XXXX XXXX was told to replace the thermostat and housing at a cost of {$740.00}. This cost was declined by XXXX XXXX because the cost of the parts and labor were overpriced alongside the frustrations of being the car back and forth since the time of purchase and warranty services. 


On XXXX XXXX XXXX sent email notification XXXX XXXX XXXX XXXX XXXX stating that her limited warranty XXXX cancelled. XXXX XXXX was asked to send invoices of repairs that were covered under the warranty and will notify us. 

On XXXX XXXX sent all invoices of repairs XXXX XXXX with XXXX XXXX XXXX the warranty partnership under their XXXX XXXX XXXX 

XXXX XXXX began to have issues with the vehicle overheating and not starting. 

After receiving two different inspections, XXXX XXXX was advised that she has a blown head gasket. On XX/XX/XXXX. 

On XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX regarding sending the emails regarding the warranty and invoices with the issues about the car. The associate began to prompt like he was transferring the call, the disconnected. XXXX XXXX called back regarding the warranty issue, the rep stated that the warranty is cancelled and that XXXX XXXX was stuck paying the car note. XXXX XXXX mention taking legal matters due to the fact that this new company demands payments, but denied warranty coverage. The rep stated to let him know how it turns out and laughed at the customer on the phone. 

XXXX XXXX wants a fair resolution regarding this matter with the vehicle, where the warranty to granted. The company can not expect their consumers to hold their end of the contract and the company is not held to the same expectations.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation