Consumer complaint received 2017-05-11
Company: Westlake Services, LLC
State: LA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Loan balance remaining after the vehicle is repossessed and sold

Complaint:
I had this SUV for maybe about a year, prior to it being totaled in an accident.  O  n  XX/XX/XXXX   , my SUV  , tha t was financed through  Westlake Financial,  a   XXXX    XXXX   XXXX , was in a rear-end collision that caused minor to moderate visible damages, but caused major computer and electrical damages-from the car that hit us, going under my  SUV, whi ch eventually caused it to no longer run. When taken to shops, I was told several different stories- from it needs a programmer, to it needs a new engine. When I to ld Westlake this, they  said they did n't want to repo the vehicle, since it does n't run, and that they did n't loan me the truck, they loaned me the money, so that 's what they wanted. As I said- we are still in the process of a settlement for this accident, meanwhile, I had to purchase another vehicle, so I could work everyday, get my  XXXX  kids to school, to practices, to games, to the grocery store, and what if there was an emergency? I live    XXXX   miles from the nearest hospital. I explained to the very rude rep at  Westlake, t hat I could not affor d to continue to pay {$500.00} a month, for this  SUV that is  no longer operable. They offered no solution or assistance and put the full remaining balance on my credit report and left the vehicle in my possession but never sent the title. Then, they sent just out a repo person out today- 2 years later?? I 'm confused and very frustrated- this charge-off on my credit report has prevented me from getting anything- a home, a person loan, or any kind of debt relief. I do n't feel this is fair because, even if I paid the full amount to them, they still have the truck repossessed, and sell it at auction? and then I still have the bad report on my credit for the next 7 years? I explained to several of  the reps that ca lled from Westlake, th at I planned to pay them off, using the settlement money, if enough, and try to buy another SUV like that one that runs, or another engine, and try to fix it- I re ally liked it and it was great sized for my family, taking kids to school, carpooling with other moms for school pick up, games, etc. They offered no reduction in the amount, no assistance of any kind, and now I ca n't get a straight answer out of anyone there- they know nothing about anything going on, or why they recently re-opened the repossession ticket, in the end of  XX/XX/XXXX , this year, 2 years after they wrote the debt off and put it on my credit report. I would like to keep my  SUV and c ome to a much lesser settlement amount- since the vehicle is totaled- and have them remove the negative report from my credit reports. I thought that is what normally happens, after an accident that totals the vehicle, the insurance is supposed to pay off the vehicle- I had full coverage insurance and so did the guy that hit me- but the guy was from Florida,  where we were on vacation, and Florida is a no -fault state, so his insurance-  XXXX     XXXX  -refused to pay for the damages that were not visible. They only repaired the rear bumper. The tow package was messed up, the frame is bent, the suspension no longer airs up in the front, and it wont stay running, it spits and sputters, and shuts off. It was that way when I went to pick it up from the repair shop and the guy said  XXXX   XXXX  was aware but denied payment. The other driver was clearly  XXXX  and allowed to leave the scene. My insurance paid for everything else- my medical bills, my husbands medical bills, both of our physical therapy, and my rental vehicle. There were many problems with the accident, and then the way we were treated-by  XXXX   XXXX plus   XXXX ,  and even the repair shop. That 's why we are still in the lawsuit, to try and correct the problems, but I do n't understand why I should have to pay the full price for the totaled vehicle, plus the repo it to sell at auction, plus my credit is ruined for 7 years? All because some   XXXX   driver rear ended me, at a red light, and I get all of the negative effects, while the at fault driver, gets to walk free and have nothing done to him- and he got a new car from his insurance after the accident! This has definitely not been fair and needs to be addressed by someone of more authority than myself. Thank you for your time and assistance with this matter.

Company response to consumer: Closed with explanation