Consumer complaint received 2021-04-14
Company: Westlake Services, LLC
State: TX
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:
My name is XXXX XXXX and I'm reaching out because I was sold a lemon and need help. 

I purchased a used truck through XXXX XXXX XXXX located at XXXX XXXX XXXX, XXXX XXXX, TX XXXX on XX/XX/XXXX. A few days later on XX/XX/XXXX the truck broke down while I was driving, I was commuting from work back home. The truck suddenly died without warning while I was driving. I immediately contacted the dealer to ask for help. They referred me to a Tow Truck service but they did not offer to cover the cost. They asked that I have the truck towed to the car lot and said one of their mechanics would inspect the vehicle. The cost for the tow was {$110.00}, I'm including the receipt in this email. 

When I arrived at the dealership, I met with the owner and explained how disappointed and deceived I felt. I had discovered a discrepancy ; the mileage that was written down on the loan paper was incorrect. The dealer admitted that they wrote the trip mileage down and not the real mileage. The owner of the dealership agreed to have the truck repaired and to cover the cost. He asked that I leave the truck overnight so the next day his mechanic could inspect it and repair it. The next day I was unable to commute to work due to this. I work in construction and do not get paid for time off, if I don't work, I don't get paid. Not only did I have to pay the tow truck but I lost a day of work which means my paycheck was short. The next day I picked up the truck late in the evening and was told the transmission had been flushed. 

On XX/XX/XXXX the change oil warning came on so I decided to take the truck for an oil change at a XXXX dealership and to inquire about a transmission evaluation for a peace of mind. I took the truck to XXXX XXXX, they did an oil change, I have attached the receipt from XXXX XXXX for {$60.00}, they informed me a transmission diagnostic check would be around {$400.00}. I decided to look for a more affordable option. In the mean time I decided to get a roadside assistance membership with XXXX because I felt uneasy about this vehicle. 

Yesterday XX/XX/XXXX the truck broke down again while I was driving to work. Once again, I called the dealership to speak to the owner to make him aware. This time he offered to have the truck towed, he personally arrived in a tow truck and towed the truck to my residence. We discussed my options and he said the best thing to do would be to get an extended warranty on the vehicle and have the warranty company rebuild the transmission. He offered to make my first loan payment so that I could afford to make a first payment towards an extended warranty. However, he did make it clear that this would be as far as he would go to help. He stated he could not offer more than that but he was very adamite about making my first payment so that I can get extended warranty. I felt pressured and told him I needed time to explore my options. 

Today XX/XX/XXXX I had to miss work once again because I don't have a vehicle to commute, once again my paycheck will be short this week due to this truck. Instead of making money I had to get the truck to another auto shop to get a transmission evaluation that you the lender have requested. The cost for the transmission diagnostic was {$88.00}. The auto shop determined that the truck needs the transmission rebuilt. Please reference the notes on the attached receipt. I was quoted {$4000.00} to have the transmission rebuild. 

Since I purchased the truck, 2 weeks ago, I have spent ; {$1500.00} down payment {$300.00} insurance {$110.00} tow truck {$60.00} oil change {$9.00} XXXX  membership {$88.00} transmission evaluation {$800.00} missed work Since purchasing this vehicle, I lost {$2000.00} not including lost income due to missed days at work. I have my first payment of {$420.00}, plus insurance {$140.00} on XX/XX/XXXX. So, after the first month of purchase, I will have spent {$3000.00} altogether. My job requires a vehicle, I can not work without a vehicle. I currently don't have transportation. I feel deceived and I am very frustrated. It is clear that I was sold a lemon for almost $ XXXX. 

I sent all this to the finance company XXXX XXXX and they denied my claim because they said it was pass the XXXX miles but the dealer put the wrong miles and they said they couldnt do anything about it but I had not paid my first payment yet it broke down a week and it needs a new transmission before I make my first payment and the finance company would not allow me to return it even though they easily could have.

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