Consumer complaint received 2024-02-03
Product: Vehicle loan or lease — Lease
Issue: Repossession — Damage caused or loss of personal items in vehicle during the actual repossession
Company: Westlake Services, LLC (TX)

On XX/XX/XXXX at around XXXX I arrived home from the store and my car was fully functioning. At XXXX, XXXX XXXX XXXX XXXX XXXX at XXXX XXXX XXXX and transported my car to XXXX XXXX XXXX XXXX 
After my car was taken, I was in contact with Westlake Financial through phonecalls multiple times. I asked information on how to get my car back and where I can retrieve my items. I was told how much I needed to pay to get the account back reinstated and the phone number to where the car was located. I informed them I needed a few days to get the money as it was {$910.00} and there was no way they could drop the repossession fees. I was later told the repossession fees could be dropped and I would be reinstated for a total of {$480.00} which I couldve had way sooner. On XX/XX/XXXX I communicated with Westlake that I would be making a payment the next day. My car was taken to XXXX on that same day, XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX located at XXXX XXXX XXXX XXXX XXXX 

I arrived to the XXXX on XX/XX/XXXX per scheduled appointment. When I arrived the car had the windows rolled down with tape over them, the car had proof on the inside that the windows were down while it was raining and this is not how i left the car. When I tried to start the car, there was no power in the ignition. The lot in XXXX XXXX explained to me the car was driven off their lot, working properly. I asked for the new key that they programmed to the car since the lot in XXXX said it did not come with a key fob. XXXX with XXXX XXXX XXXX XXXX who would not give me his last name, said they did not program a key to the car. I have a XXXX XXXX XXXX, its push to start so there is no way to get the car to start without programming a new key. So im calling them over and over trying to get information on the condition of the car while it was in their possession and they are being completely uncooperative. There were items missing including new shoes for my daughter, my daughters bracelet and earrings, a box of wipes, and a box of pull ups. On the passengers seat of my car there was the tracker that was installed in the car. 
The company XXXX then tried to plug in the XXXX scanner into my car to try to reprogram my original key because they did not have another one with it. It did not work as there was no ignition power. The battery was tested and jumped, the voltage was high, yet my car still did not start. XXXX gave me the information on the condition of the car when they received it and it was not working. I asked XXXX XXXX XXXX for the information to who transported the car from XXXX XXXX to XXXX to see if they might have any information on the condition of the car while they had it, however they would not give me this information. I later found out this information on a sheet of paper on the dashboard when i went to retrieve the car. Im not sure what next to do as the finance company Westlake Financial/Western Funding is telling me to contact the repossession company while they are telling me to contact the finance company. 

I have had many expenses during this ordeal, including : Bus ride to and from XXXX XXXX room for 2 nights XXXX around XXXX and XXXX XXXX XXXX XXXX for towing off the lot Mechanic to check it out