Consumer complaint received 2025-03-24 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: Westlake Services, LLC
State: CO

Complaint narrative:
Complaint to the Consumer Financial Protection Bureau Regarding Fraudulent Auto Loan, Dealership Misrepresentation, and Westlake Financials Refusal to Provide Documentation Your Name : XXXX XXXX Address : XXXX XXXX XXXX XXXX, XXXX, CO XXXX Phone : ( XXXX ) XXXX Email : XXXX Auto Loan Number : XXXX Company Complained About : Westlake Financial Services Company Address : XXXX XXXX XXXX, XXXX XXXX, CA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CO XXXX Phone : ( XXXX ) XXXX Email : XXXX Auto Loan Number : XXXX Date : XX/XX/2025 To : Consumer Financial Protection Bureau ________________________________________ Complaint to the Consumer Financial Protection Bureau Regarding Fraudulent Auto Loan, Dealership Misrepresentation, and Westlake Financials Rejection of My Fraud Claim Without Documentation Dear Consumer Financial Protection Bureau, I am filing this formal complaint against Westlake Financial Services regarding an auto loan that I believe originated under fraudulent and deceptive circumstances involving the dealership, XXXX XXXX XXXX, and XXXX refusal to provide documentation related to the rejection of my fraud claim. 
________________________________________ Background and Timeline : I purchased a vehicle financed through Westlake Financial ( XXXX # XXXX ). 
The car was shipped from Virginia to Colorado, and I took possession of the vehicle on XX/XX/2025. 
Within 24 hours of taking possession, and with less than 100 miles driven, I experienced major mechanical issues and took the vehicle to XXXX XXXX XXXX XXXX in XXXX, Colorado, per Westlake 's own direction ( since the car was still under 100 miles ). 
The inspection revealed that the vehicle was delivered in an unroadworthy and illegal condition, failing basic safety and emissions standards in Colorado. 
________________________________________ Mechanics Findings ( Less Than 100 Miles After Delivery ) : 1. Critical Safety Failures ( Verified by Certified Mechanic ) Rear brake pads completely worn ( 0 % remaining, metal-on-metal contact ) Right rear wheel missing 2 wheel bolts ( unsafe to drive ) Turbocharger wastegate worn out ( severe performance issues ) Severe oil and coolant leaks ( risk of immediate mechanical failure ) Catalytic converter completely removed, replaced with illegal oxygen sensor bypass devices The repair shop contacted the State of Colorado, which confirmed the vehicle can not be registered under emissions laws in its current or restorable condition. There is no compliant replacement part manufactured for this model.

2. Illegal Modifications & Emissions Violations The vehicle can not pass emissions tests or be legally registered in Colorado.

The dealership claimed it had passed Virginia state inspection, which is highly questionable given the current condition. 
3. Immediate Action Taken I notified both XXXX XXXX XXXX and Westlake Financial within 24 hours of receiving the vehicle.

I submitted a fraud claim with Westlake, based on material misrepresentation at the point of sale. 
I provided the mechanics full report and documented the unsafe and illegal condition of the vehicle. 






________________________________________ Fraud Claim Rejected Without Documentation : On XX/XX/2025, I received a phone call from XXXX XXXX in Westlakes fraud department at approximately XXXX XXXX  MST, from phone number ( XXXX ) XXXX, stating that my fraud claim had been denied. 
Despite repeated requests, Westlake Financial has refused to provide any written documentation, explanation, or evidence supporting their decision.

I have contacted their customer care team by both phone and email, but they have not provided a formal denial letter or the findings of their investigation. 
________________________________________ Concerns and Potential Violations : The vehicle was sold under false pretenses, with known safety and emissions violations. 
The dealership misrepresented the vehicles condition and provided documentation that appears to be misleading or inaccurate.

Westlake Financial has denied transparency, potentially violating the Fair Credit Reporting Act ( FCRA ) and other federal consumer protection regulations regarding dispute handling and required documentation.

________________________________________ Documentation Available Upon Request : Certified mechanics inspection report from The Auto Repair Place ( XXXX, CO ) Email and call log history with Westlake Financial and the dealership Voicemail and phone call notes from Westlakes fraud department Written statement from the auto shop Copies of emails requesting documentation from Westlake ________________________________________ Requested Resolution : I respectfully request that the Consumer Financial Protection Bureau : 1. Investigate the legitimacy of this auto loan and the circumstances under which the vehicle was sold.

2. Review Westlake Financials handling of my fraud dispute, including the rejection without documentation. 3. Determine whether Westlake and/or the dealership violated consumer protection laws related to misrepresentation, vehicle safety, and denial of fraud claim transparency.

4. Assist in canceling or voiding the auto loan, based on confirmed mechanical fraud, emissions violations, and misrepresentation.

5. Ensure that no negative credit reporting or collections are pursued during the resolution of this claim. 
________________________________________ This situation has caused me significant financial and emotional hardship. I am fully prepared to cooperate with any investigation and will provide all requested documentation to support my case. 
Thank you for your attention and assistance in resolving this matter. 

Sincerely, XXXX XXXX ( XXXX ) XXXX XXXX XXXX

Company response to consumer: Closed with explanation