Consumer complaint received 2025-04-16 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: TN

Complaint narrative:
Wednesday last week, XX/XX/XXXX my car broke down on the way home. I called my insurance and had it towed to my mechanic XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX in XXXX. I called the number, which was on a sticker on my windshield, to see how to get the claims process started. The person I spoke with told me that my contract had been canceled when XXXX XXXX XXXX went out of business in XXXX. I asked to speak with a supervisor who told me the same thing. At this point, I have to have my car to work to make money, so I had to pay out of pocket {$2300.00} dollars for repairs. I wake up on XX/XX/XXXX and my engine light comes on again, I call my mechanic and drive it to them. I am speaking with their front desk person and mention that I thought I had this repair contract, but that XXXX XXXX went out of business and I guess my contract went with them. She asked me who it was through and I told her. She said, XXXX there is a third party handling claims. You should call them and do an amended claim so you can get reimbursed some if not all of what you paid. I call the other number from my windshield first, and again I am told I do not have a contract. I call the third party provider number I am given and provide the last six digits of my VIN. She tells me that I do indeed have an active contract that is good until I reach XXXX miles ( I am at XXXX miles at current ) or until XX/XX/XXXX when my contract ends. She says to give my contract number to my mechanic and they can call with the repair estimate. 

I get to work and call them again to see if the process is moving along. The person I speak to tells me that they will not reimburse any of my {$2300.00} dollars at all because the work has to be approved ahead of time and then they pay the mechanic. I explained that the number I was provided went to customer service agents that were telling me my contract was cancelled and how was I supposed to know who to call. She said that was not her problem and if I had issues I could take it up with West Lake Portfolio Group who is currently handling my car loan, because I am still actively paying for this service that I clearly can not use because the customer service agents do not know where to properly direct someone. 

She then tells me that she has had to tell thousands of XXXX XXXX customers the same thing, because they paid for repairs and made the call and got told their contract was cancelled only to find out they could have used the service if they would have pulled an unknown number out of the ether. 

I have been financially devastated by this, spending {$2300.00} dollars, out of work for four days waiting on my car to be repaired, was nearly fired by my boss because I was going to have to miss a critical meeting because my car was in the shop. I am emotionally distressed and I am angry. I have copies of my repairs. I have a car back in the shop now. And I want my money back or a portion of my money back. I think that is the least they can do at this point. Because if I have to sue someone I am going after as much as I can possibly get. This whole thing is crooked and wrong. Can someone please help me? 

The original contract provider : XXXX XXXX XXXX  The third party person handling the contract now : https : //www.westlakefinancial.com/additional-services/secureone/ My car loan finance company who offers the Secure One repair warranty : XXXX XXXX XXXX My contract number : XXXX

Company response to consumer: Closed with explanation