Consumer complaint received 2023-08-14
Company: Westlake Services, LLC
State: GA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
I am writing to bring to your attention an alarming incident involving US Auto Sales and/or US Auto Servicing , which has engaged in fraudulent practices by knowingly and wrongfully disabling my vehicle on several occasions, charging excessive rates, illegally repossessing my personal property, different APRs in contract, and requiring an illegitimate down payment of {$2000.00}. I hope that the Consumer Financial Protection Bureau ( CFPB ) can investigate this matter and take appropriate action against the dealership. 


On XXXX XXXX I entered into an auto sales contract with US Auto Sales During the negotiation process, the salesperson insisted that I make a down payment of {$2000.00} before the vehicle could be released to me. As a conscientious consumer, I complied with their request and paid the requested amount. However, upon further investigation, I discovered that such a down payment was not legally required for the purchase of the vehicle. The dealership had misled me into thinking that this payment was mandatory, thereby effectively defrauding me. This behavior not only violates my rights as a consumer but also undermines the trust that should exist between consumers and businesses. On or around XX/XX/XXXX, they repossessed my XXXX XXXX XXXX after arranging a promise to pay and a guarantee that my vehicle would not be disabled as long as I adhere to the arrangement. Following the repossession I received a lender-placed coverage cancel notice letter from US Auto Servicing that the annual premium collateral protection was cancelled and I no longer owe them for the policy, however, there are still charges for when this premium was put into place I had my own coverage and sent them proof as well to the email provided ( attached ) on XXXX XXXX and XXXX XXXX because I noticed that the additional charges had not been properly adjusted, I advised them to adjust the account as necessary. Since the month of XXXX I have made several attempts to contact US Auto Sales in reference to recover my vehicle, my auto loan contract and warranty ; I was quoted 2 different amounts to be paid to recover my vehicle. Given the different amounts made me feel very uneasy. I was also informed that they were unsure where my vehicle was but was certain that it had not been sold in the auction. On/around XXXX XXXX, I called and spoke to recovery specialist, XXXX XXXX XXXX who advised that he would retrieve the requested information and send it via email. On XXXX XXXX I received an email from XXXX XXXX, with only the contract attached ( attached with this complaint ). I called the specialist back, leaving a voicemail that the warranty was not included in his email, I never received a call or email from anyone at US Auto Sales after. Upon reviewing the sales I contract I noticed that there were two different APR listed for the vehicle, I was never informed that there would be a GPS interruption on my vehicle at the time of purchase until my first interruption for a late payment 2 days after setting up a payment arrangement with a representative. On page 7/8 of the sales contract the salesman did not exercise his due diligence to ensure that the required box was checked for acknowledging that a GPS device was installed in the vehicle. On XX/XX/XXXX I mailed a certified letter via USPS ( attached ) notifying them of my right of rescission due to discrepancies found in the auto loan contract. I have not yet received a response from US Auto Sales and/or US Auto Servicing registered agent in reference to my request to date. 
On XX/XX/XXXX I received an email from West Lake Portfolio ( attached ) stating that they have brought my delinquent account current upon transfer from US Auto Sales. Upon receiving their email I contacted Westlake Portfolio who was unaware of this email and informed me that I needed to pay the past due including fees, in which I was quoted a third quote, completely different than before. When asked about the fees the representative was unsure, in which I requested a supervisor to call me and I never received a callback. After that call, I made a few more attempts to speak with a supervisor to no avail. 

I am enclosing copies of all relevant documentation, including receipts, communication records, and any other supporting evidence that may aid in the investigation of this matter. I believe that this incident serves as a clear example of unethical conduct by US Auto Sales and/or US Auto Servicing , and I trust that the CFPB will take swift action to protect the rights of consumers. 
Please inform me of the steps taken and the progress of your investigation into this matter. If necessary, I am willing to cooperate fully and provide any additional information you may require.

Thank you for your attention to this matter. I eagerly await your response and appreciate the significant role the Consumer Financial Protection Bureau plays in safeguarding the rights of consumers throughout the country. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation