Consumer complaint received 2021-09-10
Company: Westlake Services, LLC
State: FL
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with additional products or services purchased with the loan

Complaint:
On XXXX XXXX I purchased a used XXXX XXXX XXXX vehicle from XXXX 's XXXX XXXX pre-owned XXXX XXXX XXXX. XXXX XXXX, FL. At the time of purchase, XXXX XXXX, who wrote up the loan application with Westlake Financial XXXX XXXX XXXX, XXXX XXXX, CA. informed me that a service contract from XXXX XXXX XXXX in the amount of {$2300.00} was required in order to attain the loan. Shortly after attaining the vehicle loan I read on the service contract that it's purchase was NOT required as a condition of securing the loan. I cancelled the service contract and contacted Westlake and was told by a supervisor that {$290.00} was returned to them and XXXX was returned to XXXX 's. Westlake deducted the {$290.00} from my outstanding loan balance. After numerous calls to XXXX 's they maintain that they never received any proceeds from the cancelled contract.Westlake continues to send me in circles and refuses to put me in contact with someone to remedy this problem. I filed a complaint with the XXXX. about Westlake and they still refuse to cooperate and refund me the XXXX that they say XXXX 's received. In addition, Westlake will not tell me who decided that {$1000.00} of the {$2300.00} was pro rated off after only 3 months of a 60 month pay back period. Westlake Financial owes me XXXX. 

XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
XXXX XXXX, FL XXXX RE : XXXX  Complaint Case # : XXXX Westlake Financial Services Account # XXXX Dear XXXX XXXX : Westlake Financial Services ( Westlake, we or our ) has received the above referenced complaint. We value our customers and consider each complaint an opportunity to assist and service our customers more effectively. Thank you for permitting Westlake the opportunity to respond to your concerns. 
Westlake apologizes for any perceived poor customer service as outlined in your correspondence. Westlake is committed to providing excellent customer service and we regret if your customer service experience caused you any inconvenience. We are dedicated to monitoring and training employees with Westlakes policies and procedures when serving and providing cus tomer service. 
A review of your account has shown that XXXX was cancelled and the amount of {$1300.00} will be refunded. The refund is given in two portions. One portion comes from Westlake in the amount of {$290.00} and the second portion comes from the Dealer in the amount of {$1300.00}. The Westlake portion has been subtracted from the balance. We are pending the Dealership to provide their portion of the refund and they have 90 days from XX/XX/XXXX to provide it. 
For the XXXX XXXX, based on the cancellation and refunds section, a written request via certified mail is to be sent by the customer to : XXXX XXXX XXXX XXXX, XXXX. XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX, CA XXXX within 90 days. Please provide a copy of the written request so that we may further assist. 
Westlake trusts that we have sufficiently addressed your concerns. If you have any other questions or concerns, please call our Customer Service Department at XXXX Business hours are Monday Friday : XXXX XXXX Saturday : XXXX XXXX Pacific Time. 
Sincerely, XXXX XXXX Compliance Specialist

Company response to consumer: Closed with explanation