Consumer complaint received 2024-05-20 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Account reinstatement or redemption after repossession
Company: Westlake Services, LLC
State: MS

Complaint narrative:
I bought a car through enterprise car sales, and was approved for financing through westlake financial. 

The car has to have major repairs several times which unfortunately has led to being repossessed 2x. 

The first time I paid my money, got the release and went and got my vehicle. 

This time has been the complete run around. I called in to see how much I would have to pay. They said it would have to be approved by a manager before they could do since it is 2nd repo. Said it will take 48 hours.

Call back in 48 hours, they tell me the amount, I make a {$150.00} payment. 
I tell them I will not be able to pay until the XXXX as I am a veteran and receive XXXX. They say ok. I call on the XXXX and discuss them with them. They told me they put a hold on the car so it won't be sent to the repo lot. At this point it was 45 minutes from my house. 
I continue to keep in contact with them The XXXX I call to pay and the girl tells me that the request to pay and reinstate the loan has not been approved.i explain I've been telling them the date for 3 weeks. She's extremely rude. I hang up. I call and the guys says he can request to reinstate it. Puts me on hold says a manager approved it. Takes my payment. After making the payment he tells me it will be 48-72 hours before I get the release. I ask why this isn't told to me before I make the payment? I mention the fact that the auction is scheduled on the XXXX. He says nothing i.can do. I hang up and realize I have never received a receipt for the payment I had made. I made several calls requesting a copy of my receipt they repeatedly told me that they sent it and it's my problem if I don't have it and they can't another copy! That night, westlake calls MY EX BOYFRIEND who is not listed as a reference or any type of contact on my account at all. So someone needs to explain how someone got his information or how he was contacted. I have a copy of the voicemail. The next morning I get the release and I call the tow yard where they tell me my vehicle was. That tow yard informs me that on the XXXX the vehicle was towed to XXXX AL. 5 hours away. I call XXXX and they inform me they have the vehicle but my tag and personal belongings are at the previous tow yard. I call the previous tow yard to make an appointment to get personal items, they tell me they don't have a release. I call west lake they said you don't get a release for your personal property. I explain they won't release my stuff until I get it. They said not our problem. When I called the auction yard they told me how shady westlake is. When I arrived to get my vehicle they told me how shady westlake is. And when the guy handed me the keys to my car, he told me he has never seen a finance company as shady as Westlake. 

They pry on people with less than perfect credit and then offer you financing on a newer car that has major mechanical issues. The car is overpriced and the interest rate is so that you will always be upside down in the vehicle. My balance has went up on {$4000.00} while paying on this vehicle. Went up. Never down! 
There are many many many consumers all over the US who is being ripped off by the deceptive practices of Westlake financial services. 

They also illegally activate XXXX in my car at random times. I get a loud auto notice in my car that " limited services have been activated '' then suddenly my backup camera stops working when I receive this notice. 

I am a XXXX XXXX XXXX veteran, 100 % XXXX and a single mom. I do my best to pay my bills on time but when I'm having to constantly spend $ XXXX to repair a car, its hard to keep paying almost {$600.00} a month. 
In addition to the repo charge you already pay. They tack on another repo fee after you have picked up the vehicle. This place needs shut down. Not sold to another company, they need to stop ripping off hard working Americans.

Company response to consumer: Closed with explanation