Consumer complaint received 2025-11-17 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Damage caused or loss of personal items in vehicle during the actual repossession
Company: Westlake Services, LLC
State: CA

Complaint narrative:
I am filing a complaint against Westlake Financial Services regarding a wrongful and deceptive repossession of my vehicle and obstruction of my right to retrieve personal property. 

Vehicle and account : XXXX XXXX XXXX, VIN XXXX Westlake account no. XXXX Registered owner : my spouse, XXXX XXXX We are currently housing-unstable and rely on the vehicle for basic needs.

1. Wrongful repossession and impersonation to law enforcement The vehicle was taken from an XXXX parking lot in XXXX, CA. When law enforcement was contacted, the tow truck operator claimed to be XXXX XXXX and provided phone number ( XXXX ) XXXX. The owner of the real XXXX XXXX later confirmed to me that : They do not perform repossessions.

They do not operate the type of red tow truck that was used.

Someone had impersonated their company.

In other words, Westlakes repossession agent used a false company identity and gave false information to the XXXX XXXX to execute the tow. A lender can not benefit from an illegal repossession that involves misrepresentation to law enforcement.

2. False vehicle location in Westlakes official notice Westlake mailed us a Notice of Intent to Dispose of Motor Vehicle dated XX/XX/XXXX. The notice states that the vehicle is, or will be, located at : XXXX XXXX CA XXXX XXXX XXXX XXXX, CA XXXX In reality, the vehicle has never been made available to us at XXXX and has been held at a different tow/repo yard. This is not the first time Westlake has used this pattern with us ; a prior repossession also listed an auction location even though the car remained at the tow yard.

Because the notice listed the wrong location, we could not locate the vehicle or retrieve our belongings. This appears to violate California Commercial Code requirements that the notice describe the location of the collateral in a way that allows the debtor to take possession.

3. Obstruction of personal property retrieval, including medication For approximately seven days after the repossession, we repeatedly contacted Westlake and the yard to retrieve our personal property, including life-saving medication. We either received no response, were directed to the wrong location ( XXXX ), or were told to deal exclusively with Westlake while the yard refused access.

California law allows consumers to retrieve personal belongings from a repossessed vehicle without having to pay the loan, repossession fees, or storage fees. By giving a false location and failing to coordinate access, Westlake and its agent effectively blocked our lawful right to retrieve property and medication.

4. Improper denial of reinstatement and continued attempts to collect deficiency Westlakes notice also states that we do not have the right to reinstate the contract, citing California Civil Code section 2983.3 ( c ). None of the statutory reasons to deny reinstatement apply to us ( no concealment, no fraud, no violence or threats against repossession personnel ).

Despite this unlawful repossession, false statements to law enforcement, and a defective notice, Westlake is still attempting to hold us responsible for the remaining balance and repossession-related charges.

Requested resolution : Because the repossession was conducted unlawfully and the notice failed to provide a lawful means of recovering the collateral or our personal property, Westlake should be deemed to have forfeited its right to collect any deficiency balance.

I am requesting that : 1. Westlake forgive and permanently waive any remaining balance or deficiency on this account, including all repossession, storage, or auction fees.

2. Westlake cease any collection activity related to this account and remove or correct any negative credit reporting arising from this repossession.

3. Westlake formally document changes to its practices so that it stops : Using false vehicle locations ( such as listing auction houses where the car is not physically present ), and Using repossession agents who impersonate other businesses or provide false information to law enforcement.

I am attaching a copy of Westlakes notice and will provide any additional documentation you request.

Company response to consumer: Closed with explanation