Consumer complaint received 2024-03-28 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Loan balance remaining after the vehicle is repossessed and sold
Company: Westlake Services, LLC
State: LA

Complaint narrative:
I have notice on my credit report theres been a drastic change negatively XXXX points on my XXXX since I reached out to Westlake Financial. Theyve even updated information that isnt accurate such as the payments never went late or behind while owning the vehicle. The XX/XX/XXXXyear isnt showing at all. Which I contacted the company to ask about the warranty process. Due to a hard shifting/jerking problem along with the engine light coming on which I experienced in the first XX/XX/XXXXdays of having the vehicle in my possession. The vehicle needed all sorts of maintenance to completed within this short time and shouldve been my fault to due so after putting a {$5500.00} down payment into this XX/XX/XXXX as well. Westlake rep. said they would hold the Dealership XXXX XXXX in XXXX, La responsible for the remaining of the loan due the problems found. Only if I was able to provide a diagnostic report showing the problems found. When I did this within a few days following this due to the availability schedule of the machanic shop of choice ( a XXXX XXXX ) XXXX of XXXX XXXX.The report was created, the technician advised me to start with a full tune-up/oil change, which wouldve cost me over {$500.00} parts and labor. This wasnt covered by warranty after checking, but I still had it done out of pocket. The truck needed front rottors/shocks, a coil and I did have routine maintenance ( oil changes ) completed on time this whole year. Never fell behind in payments, but I called periodically/each month for a update/status about the process that was promised. The company reps. would always be unprofessional and in cooperative regarding the call each time afterwards. Then towards the end of the year XXXX the jerking had become worse which this time I contacted the warranty dept. directly which I had another diagnosis completed byXX/XX/XXXX on XXXX XXXX. in XXXX XXXX which their findings via diagnostic needed a transmission due to tar-converter soon locking up. I was also close to warranty expiring as well which warranty only wanted to replace the transmission with a rebuilt/refurbished parts. The vehicle had been there at XXXX almostXX/XX/XXXX months. Then I had to find another shop to send my truck to accept the refurbished transmission the warranty dept. that was ordered with that being my only option. Then I sent my truck to XXXX XXXX on XXXX XXXX. XXXX XXXX which started the process and wait time over again. Leaving me without a source of transportation again. Still remaining current this whole entire time. I had enough of the whole lemon deal and offered a volunteer repo to Westlake from everything I experienced since having the vehicle almost a year. Didnt have anything or point of contact to rely on dealing with this situation being such a horrible experience for me creating hardships without any source of transportation the whole time.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation