Consumer complaint received 2024-09-24
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: Westlake Services, LLC (AZ)

On XX/XX/XXXX I financed a XXXX XXXX XXXX XXXX XXXX XXXX from XXXX XXXX XXXX XXXX, at the time of the purchase I was told by the seller agent that the vehicle had passed a XXXX powertrain inspection from front to end and had an extra XXXX dealer warranty which covered any repairs the vehicle has for XXXX  days after the purchase. The sales rep stated that the vehicle can be taken to any XXXX dealer maintenance department. 
I was also offered a second warranty plan with a company called XXXX, the plan covered unlimited miles with bumper-to-bumper repair including engine and transmission. The XXXX plan also has rental car reimbursement and tow service this warranty does not expire until the vehicle is paid in full and I had the option to continues the warranty at that time for additional funds. 
On XX/XX/XXXX one week after the purchase, I drove the XXXX for the first time since leaving the dealership and the XXXX broke down in Texas, it was on a Friday evening. I contacted XXXX for the tow service and they could not find me in their system as a customer. Ask that I contact the dealership where I made the purchase and have them add my information in the system. 
I pushed the XXXX into a parking lot of a restaurant until I can get in contact with the dealership for assistance. I then contacted the dealership rep who sold XXXX the XXXX and he was unavailable and had already left for the day I left a voicemail for him to give me a call. I secured the vehicle called an uber to a rental car place rented a vehicle XXXX XXXX home. 
On XX/XX/XXXX, I spoke with the XXXX XXXX representative who I purchased the XXXX from and explained what happened. I explained to him that I had contacted XXXX and they were unable to find me in their system. The rep XXXX asks me to hold on the telephone while he speak with his finance XXXX, an see why XXXX could not locate my account. XXXX return to the telephone and stated that he would let me speak to finance. I spoke with the finance XXXX who stated there was no reason they should no be able to fine my account, my paperwork was submitted on XX/XX/XXXX. And I should give them a call back. 
The finance XXXX also stated that I should also contact XXXX warranty because I also have the XXXX warranty with them, and he had given me the number to contact them as well. 
XX/XX/XXXX I contacted XXXX back and ask that they look me up with an account number that was given to me by the finance XXXX at XXXX XXXX. XXXX stated that they were not able to find my account and transferred me to another department for assistance and that department stated that sometimes it could take XXXX days for an account to be seen in their system. 
On XX/XX/XXXX I contacted XXXX warranty as requested by the finance XXXX who was able to locate my account however the service did not include XXXX XXXX. I then contacted the finance XXXX back and he stated that he would contact them and speak with them regarding my account and give me a call back, I did not receive a call back, it was the weekend, so I had to wait until the next business day to contact them again. On XX/XX/XXXX I contacted XXXX the sale rep back and told him I was not getting any assistance from anyone just getting shifted from person to person without any help, so I wanted to cancel the contract. I no longer wish to keep the XXXX. XXXX to me that I would need to contact my lending bank to cancel the contract. 

On XX/XX/XXXX I contacted XXXX Bank and explained to them what was going on and told them I did not want to continue with the purchase. The bank asks me if the XXXX was operable, I stated no it was not in a parking lot in Texas. I ask the bank if there were any services that they could help me with in getting the XXXX to a repair facility and they stated no. however, if I could get them a diagnostic and send it to XXXX XXXX dealer compliance, they will investigate XXXX XXXX. XXXX Bank representative stated that I would need to contact the dealership who sold me the XXXX to cancel the contract. I contacted that dealership finance XXXX, and he stated that my paperwork was finally submitted, and I should be able to get help from XXXX for towing. 

On XX/XX/XXXX I contacted XXXX and they did not have my account in the system and I went back and forth between XXXX XXXX, XXXX warranty and XXXX warranty department for another week daily with no help with getting the XXXX towed or the contract canceled. On XX/XX/XXXX I contacted XXXX and was told I was in their system I was able to get the vehicle towed to a car repair and transmission repair shop. XXXX tow would only cover XXXX miles. I then contact XXXX back at XXXX XXXX to see if there was any services or help under the dealership warranty that would help me with getting the XXXX back to Arizona and he stated no and told me that I would need to contact XXXX and see if they would reimburse me my money back for towing the XXXX back to XXXX, I told him that XXXX only covers XXXX mile. 

I told XXXX XXXX sales rep ) that I contacted the bank and told them I no longer wanted to proceed with the purchase as he requested that I contact the bank. XXXX told me that I would need to speak with the bank because they were the title holder with me. 
On XX/XX/XXXX I contacted the bank back and spoke to another bank representative who told me that I did not purchase the XXXX from them, and they would investigate the dealership once I send over the diagnostics. 
On XX/XX/XXXX the transmission repair shop sent me the diagnostics of the XXXX and reported stated that the XXXX total transmission system was gone and need to be replaced. 
I spoke to XXXX Bank and informed them that I had forwarded the diagnostics from the XXXX and was told that it could take a couple of days to look at the information and call me back. I was contacted by XXXX XXXX representatives every day from XX/XX/XXXX XXXX regarding making a payment on the XXXX that I stated I no longer wanted to keep. I ask about the results from the investigation and was told they canceled the investigation until I make a payment, they would not investigate the dealership. Once the payment is made, they would reopen the investigation. 
ON XX/XX/XXXX I made a payment and ask that the investigation be reopen I also ask that they put in their notes that I receive a refund after the account is closed and the investigation end. On XX/XX/XXXX I spoke to XXXX bank regarding investigation, and they had not completed but ask that I send another email of diagnostics to dealer compliance as if they never received the first XXXX. I contacted XXXX XXXX Bank every day and no one has any information. 

On XX/XX/XXXX XXXX XXXX warranty department sent an inspector out to inspect the XXXX and reported that I would need to pay XXXX of out-of-pocket cost towards the repair of the XXXX. 
On XX/XX/XXXX I have been getting reminders to pay my car payment with no updates on the dealer compliance. On XX/XX/XXXX I ask that XXXX XXXX push my payment back to XX/XX/XXXX to give them more time to investigate. 
On XX/XX/XXXX. XXXX sent out an inspector to inspect the XXXX and denied claim stating that the repair was pre-existing before I purchased the XXXX, due to me not being able to provide any maintenance receipts. I explained that I have not had any maintenance on the vehicle I only had the XXXX XXXX week before the transmission went out. 
I have not received any help from XXXX XXXX, XXXX, XXXX warranty or XXXX Bank XXXX XXXX vehicle other than asking that I make my payment or for money to repair it on my own. Despite the warranties I received or warranties I have purchased and complaints I have made regarding cancelling the contract. 

The cargo XXXX is currently sitting in a transmission shop where XXXX towed, and XXXX warranty approved it to go to this date there has been no repairs were completed and the contract has not been canceled. 

Calls made XXXX XXXX : XX/XX/XXXX, XXXX, XXXX, XXXX of XXXX spoke with sales rep and XXXX department XXXX. 
XXXX warranty : XXXX, XXXX, XXXX, XXXX, of XXXX XXXX, XXXX, XXXX of XXXX XX/XX/XXXX, XXXX of XXXX. 
XXXX XXXX XXXX, XXXX, XXXX, of XXXX XXXX. XXXX, XXXX, XXXX, of XXXX. 
XXXX, of XXXX. 
XXXX XXXX warranty XX/XX/XXXX, XXXX, XXXX, XXXX, XXXX of XXXX. XX/XX/XXXX XXXX