Consumer complaint received 2019-11-06
Company: Westlake Services, LLC
State: LA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Problem with fees charged

Complaint:
On XX/XX/2019 I went to XXXX XXXX XXXX,XXXX  XXXX XXXX XXXX , XXXX , Texas and got approved for financing to get a used XXXX XXXX XXXX. When I got there the sales consultant, XXXX XXXX had me sign paperwork which showed how much they were selling the car to me for which was {$6400.00}. After signing the paperwork I asked him can I get a copy, he told me no and that once I finish seeing the loan officer, XXXX XXXX the loan officer, XXXX XXXX was going to give me a copy of everything that I signed that day. After purchasing insurance with XXXX, the sales consultant brought me to see the loan officer, XXXX XXXX to finish signing more paperwork so that I can drive with the car. After signing the paperwork with the loan officer, XXXX XXXX I asked him for a copy of all documents and everything I signed. The loan officer, XXXX XXXX told me he couldnt give me a copy of anything because he said since I was giving him my debit card to give him my {$1000.00} down payment he could not give me a copy because I didnt give him {$1000.00} cash. He then said he was going to make a copy of the front and back of my debit card so he may take the money off my card on XX/XX/2019. I gave him the benefit of the doubt and after that the loan officer brought me to see XXXX XXXX, who gave me the keys to the car so that I may drive off the car lot. The loan officer, XXXX XXXX told me that once he takes the money off the debit card he would mail me a copy of all the documents and everything I signed. After about a week I still didnt receive my paperwork through the mail or through email. I called XXXX XXXX XXXX dealership on XX/XX/2019 and spoke to XXXX XXXX in the sales department and she said XXXX XXXX was going to mail the documents out to me overnight, but after a few days I never received them. I called again on XX/XX/XXXX and told them I never received my paperwork. I then spoke to the loan officer, XXXX XXXX and told him that I never received my paperwork. I asked him whats going on with my paperwork, but he went to acting like he thought someone gave me the document on a little hard drive or something. I then said nobody gave me anything. I told him that I called the finance company, West Lake Financial Services and they emailed me a sales contract which said the interest rate on the loan was 16.34 percent and the amount financed is {$8900.00}. I asked the loan officer, XXXX XXXX how did the price go from {$6400.00} to {$8900.00}. He said he charged me a dealer prep fee of {$790.00}, and other fees. He said he was going to mail me the purchase agreement and everything I signed over night, but once again I didnt receive the mail after a few days. I was real disappointed and fed up with the situation because I felt like I was getting the run around. So on XX/XX/2019 I drove from XXXX XXXX, Louisiana to XXXX, Texas to the XXXX XXXX XXXX dealership and wanted to speak to a sales manager, but the sales manager directed me to speak to the customer relations manager. I asked the customer relations manager, XXXX XXXX why did the price of the vehicle go from {$6400.00} to {$8900.00}, and he said the loan officer, XXXX XXXX charged me after market fees totaling {$2400.00}. I said what fees are you talking about, because these fees were not explained to me by the loan officer, XXXX XXXX. He said the finance company, West Lake Financial charged me a loan origination fee of {$1400.00}, and in addition the dealership charged me {$790.00} for a XXXX  XXXX  GPS system, and a {$190.00} theft warranty. I told him I did not give the loan officer, XXXX XXXX or the finance company, West Lake Financial Services the authorization to charge these after market fees. I asked the customer relations manager, XXXX XXXX can they redo the loan without charging me those after market fees that were not listed in detail and described in the contract or purchase agreement, because I didnt approve of these extra fees. He said no he couldnt do that. I asked him can I get my {$1000.00} down payment back and return the car, but he told me no. The loan officer, XXXX XXXX lied about the deal and paperwork. And because of this Im not satisfied and very upset with the whole situation, and especially with me having to drive all the way from XXXX XXXX to get paperwork three weeks later on XX/XX/2019 that I should have received on XX/XX/2019. And even though I received some paperwork on XX/XX/2019 from the customer relations manager XXXX XXXX, I didnt receive the paperwork that I signed with the sales consultant, XXXX XXXX that listed the car being sold to me for {$6400.00} without any after market fees or extra fees on there. I feel as though the dealer was being deceitful, manipulative, and fraudulent by luring me in based one price and then raised the price when finalizing the transaction.

Company response to consumer: Closed with explanation