Consumer complaint received 2019-02-13
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:
XXXX XXXX XXXX Date of purchased/deliver XX/XX/XXXX vin # XXXX Tag # XXXX Describe your complaint : I purchased a vehicle at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Fl XXXX and Westlake Financial Services were the financial institution for the loan. 
When the car was purchased they had to jumpstart the vehicle in order to take it out of the dealership. They stated that the vehicle had a new battery and that they didnt start their vehicles often. That I should not worry about it and if that something happened they will take care of it at no extra cost. About five days later happened again at the house. They came to the house and jump started. The day after they replaced the battery. Then, on the XXXX of XXXX happened again. I purchased a box to jumpstart the vehicle and went to the dealership and informed them of the situation. They stated after checking the vehicle that is nothing wrong with the vehicle. And they told me that if happened again to bring it back to check it again. On the XXXX of XXXX the car did not want to start again. I took the vehicle to the dealer and left a letter about my disappointment of the vehicle, their lack of service in finding the problem and requesting them to solve that issue and other problems that the vehicle already had. The owner of the dealership call my husband very disrespectful stating that we couldnt bring the vehicle to the dealer every day. That they have a business to run and that we were interfering with their daily business. That their recommendation was for us to take it to an authorized XXXX dealership and have the vehicle diagnose at our own pocket. The owner of the dealership did not read the letter that I left there. My husband called him again at XXXX and the owner stated that he did not read the letter and that he was going to read it on Monday. Meanwhile the vehicle did not want to start on Sunday again. But this time when it was jumpstarted the signal lights and the headlights did not want to come up. Today the vehicle did not want to start again. Talk to the owner and he stated that since we had the vehicle over 30 days that he could not switch us to another vehicle nor cancel the sales agreement, that if we return the vehicle our down payment will be forfeited and that it will count as a volunteer surrender of the vehicle. I tried to get a mutual agreement with the dealership of them to keep the down payment and return the faulty vehicle. I contacted more than 20 times to Westlake Financial and asked to speak with the compliance dealership department and they refuse to transfer the call. With the representative that I have spoke they tell me that there is nothing from them to do unless the vehicle have an engine or transmission problems but they do not guarantee the cancellation of the loan. Tonight I asked them to find a supervisor and they denied me to speak to anybody else. Also, I asked for the name of the agency that regulates them and the representative said that she did not have that info nor transfer the call to somebody that could help. The vehicle has being 25 days in an auto shop and they can not find what is wrong with it. I hope by me contacting the relevant agencies that this issue can be solve since neither Westlake nor XXXX XXXX XXXX are doing anything solve it.

Company response to consumer: Closed with explanation