Consumer complaint received 2025-04-13 00:00:00
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
State: GA

Complaint narrative:
XX/XX/XXXX Consumer Financial Protection Bureau To Whom It XXXX Concern : On XX/XX/XXXX, I purchased a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  financed through Westlake Financial ( Retail Installment Contract # XXXX is attached ). My monthly car payment of {$420.00} includes the following : - GAP Insurance : {$900.00} - Title Ad Valorem Tax : {$1000.00} - XXXX XXXX : {$590.00} ( Suspended ) - Vehicle Service Agreement with Ignition VSC : {$2500.00} ( VSC Contract # XXXX is attached ) On XX/XX/XXXX, my vehicle became unsafe XXXX XXXX, and I had it towed to XXXX XXXX XXXX under the assumption that my extended warranty would cover the repairs. XXXX at XXXX XXXX XXXX forwarded the vehicle information to XXXX XXXX to determine coverage ( email # XXXX is attached ). 

On the same day, XXXX informed me that he had received an email from XXXX XXXX, the Claims XXXX, stating that my extended warranty contract was deemed ineligible for this contract. I contacted XXXX XXXX, who directed me to XXXX XXXX XXXX XXXX for further assistance ( Email A dated XX/XX/XXXX is attached ). 

I spoke with XXXX at XXXX XXXX XXXX XXXX on XX/XX/XXXX, to understand why my extended warranty was canceled. She informed me that the warranty was invalid due to the vehicle having a salvaged title at the time of purchase ( XX/XX/XXXX ). She also stated that the title was changed to Rebuilt on XX/XX/XXXX, and sent to the state. XXXX mentioned that the dealership would transfer me to another extended warranty provider, but this process would take time. 

To date, I have received no documentation or notification about the title status change. XXXX offered me a refund of {$2500.00} ( the cost of the extended warranty contract rolled into my monthly payment of {$420.00} ). However, this amount is insufficient to cover the repair costs and the additional expenses incurred from alternative transportation. 
I questioned why an extended warranty would be canceled almost XXXX years later ( XX/XX/XXXX ) for a " salvaged '' title when the title was changed to Rebuilt shortly after purchase. I have yet to receive a clear answer. 

On XX/XX/XXXX, I also contacted Westlake Financial to inquire about the payments I made for the extended warranty contract that was canceled. I was directed back to the dealership ( emails # XXXX and # XXXX are attached ). Email # XXXX contains the agreement sent to Westlake Financial by XXXX XXXX XXXX XXXX 
Additionally, on XX/XX/XXXX, I reached out to XXXX to cancel the XXXX service. I was informed that the service had been suspended since XXXX. When I asked about the payments Ive been making for the service, I was again directed to the dealership ( email # XXXX is attached ). 
Since XX/XX/XXXX, I have been unable to get in touch with anyone at XXXX XXXX XXXX XXXX. 
As of today, XX/XX/XXXX, I am left with the following unresolved issues : - My vehicle remains in the repair shop ( since XX/XX/XXXX ). 
- I have no transportation. 
- My vehicle payment of {$420.00} to Westlake Financial is due on XX/XX/XXXX. 
- I have no update on the new extended warranty contract or what it will cover for repairs. 
- I lack an explanation regarding payments made for XXXX service that was suspended over a year ago. 
- There is no clarification on what will happen to the payments for the canceled extended warranty and XXXX service rolled into my monthly car payment. 

I am seeking a fair and equitable resolution from XXXX XXXX XXXX XXXX and clarification regarding the payments made for services that were either canceled or suspended. 

Supporting documentation can be provided under separate cover, as files exceed the XXXX XXXX upload limit.

Company response to consumer: Closed with explanation