Consumer complaint received 2023-12-17 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:
On XX/XX/XXXX, Westlake repossessed my car through XXXX XXXX XXXX from my residence within a gated, private, code-access entry community. Despite signs indicating no trespassing and 24-hour video surveillance, XXXX XXXX entered the property without permission. 

On XXXX XXXX XXXX XXXX XXXX XXXX, I adhered to the agreed-upon terms and paid repo fees totaling {$980.00} for the reinstatement and release of my XXXX XXXX XXXX XXXX  Westlake Financial XXXX However, within 30 minutes of completing the payment at XXXX XXXX  on the same day, Westlake had my vehicle retrieved from XXXX XXXX XXXXXXXX XXXX  repo yard in XXXX XXXX The email notice provided location details for picking up my vehicle, specifying XXXX XXXX XXXX as the repo name and XXXX XXXX XXXX as the auction name, which is 3 hours away from the initial 10-minute distance. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  yielded conflicting information, and the whereabouts of my car remained unclear. Westlake Financial, XXXX, and XXXX provided contradictory statements, contributing to the lack of clarity. 

In conversations with representatives, XXXX XXXX XXXX claimed XXXX XXXX initiated the order for the car 's removal, Westlake Financial stated XXXX transported the car, XXXX  said that was not true. XXXX XXXX XXXX asserted having a release but denied having my vehicle in their inventory, stating they scan every vehicle upon arrival. This confusion persisted from XXXX XXXX XXXX XXXX XXXX 

Despite Westlake Financial 's claim of a standard 5-day hold period, my car 's location remained unknown for 7 days. Efforts to obtain information were met with extended holds and abrupt hang-ups, exacerbating the distressing situation. On XX/XX/XXXX, while on hold with Westlake, I contacted my insurance company to determine whether to file a stolen vehicle police report. XXXX police still listed XXXX XXXX as having possession, conflicting with XXXX XXXX claim that Westlake Financial picked it up 30 minutes after my payment. 

On XX/XX/XXXX, XXXX from XXXX informed me that my car had been at their facility since XX/XX/XXXX. However, there was no documentation of its location or record of its whereabouts from XX/XX/XXXX to XX/XX/XXXX. The mystery of its location during this period remains unresolved. 


XXXX scheduled an appointment to pick up my car on XX/XX/XXXX, 9 days after the receipt of payment. On XX/XX/XXXX, during the process of retrieving my car, I observed light smoke emanating from the back of the vehicle. Upon inquiry, I was told that it was due to the car being stationary for a while. On the same day, another individual complained about their car sounding abnormal upon pickup, echoing my experience. Online, numerous customers reported damages, with some cars being rendered not located for extended periods, even weeks, mirroring my own situation. 
Unfortunately, my concerns materialized when my car broke down 20 minutes away from home, emitting smoke from both the engine and the back. My car, previously reliable, became inoperable. Stranded for hours with my son, we were genuinely horrified. 


This ordeal has left me not only dissatisfied as a consumer but also feeling neglected and mistreated as a human being. I am now without a car, burdened with a payment for a vehicle that underwent unauthorized alterations. The cost of an engine replacement is estimated between {$7000.00} and {$14000.00}. The actions of the three companies involved appear reminiscent of racketeering. 

XXXX XXXX, the repo company, violated repo laws by trespassing and entering a code-access private gated community without permission to seize my car. XXXX XXXX XXXX XXXX  demonstrated a faulty system, failing to acknowledge the presence of my car for seven days, despite having a scanning system for incoming vehicles. Westlake Financial took my money, concealed my car, damaged it, transported it three hours away, and exhibited a lack of communication and failure to track the vehicle despite multiple requests. They denied me the use of my car after receiving payment as agreed, causing undue hardship and displaying dismissive behavior in resolving the issue. Both I and my insurance lodged complaints, emphasizing the urgency of determining if the car was missing. Despite pleas, Westlake financial remained unresponsive to concerns, also denying my request for a deduction from my car payment for the days of denied access to redeem my car after payment. 

The statement they provided to the Consumer Financial Protection Bureau was misleading, aiming to close the case. The dates of payment for redemption were inaccurately stated. I have discovered new information, prompting me to file a new complaint. ( See attached email of payment receipt and payment due date for reinstatement from Westlake Financial XXXXXXXX XXXX XXXX. ) Westlake Financial falsely claimed in their response to CFPB that my payment for reinstatement was made on XXXX XXXX XXXX  and the unit had already been transported within 48 hours of non-payment. The payment date for reinstatement on XX/XX/XXXX is untrue. The vehicle was still local, and it was only moved 30 minutes after my payment was received. They asserted that units are transported to auction, but my car was picked up on XX/XX/XXXX, the same day I made the payment as agreed. Contrary to their claim of sending it to auction within 48 hours of non payment, my vehicle disappeared for 7 days, with 3 days unaccounted for. Auction records indicated that they had not seen my car for 3 days on XX/XX/XXXX, contradicting Westlake 's submission. Ultimately, my car was returned as dangerous junk to me on the XXXX day after breaking down on freeway. Photo attached barely made off fwy.

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