Consumer complaint received 2026-03-13 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: NC

Complaint narrative:
XXXXMy car was repossessed XXXX XXXX XXXX from my home to re-instate my contract I had to pay XXXX to get my car back which I did pay that in full XXXX XXXX XXXX full breakdown of what I owed Breakdown of Total Due: XXXX, Late Fee: XXXX, Repo Fee: XXXX after paid this in full I called they told me Id receive a email about when my contract will be re-instated a hour after my call with them I received an email informing me my contract had been re-instated and I can get my vehicle back so I called XXXX XXXX to set up an appt to pick up my personal property my keys and license plate they were the tow company that towed my car from my home when I got there I was only able to obtain my keys and tag they didnt have any of my other belongings they did apologize and told me they would replace my personal belongings because it should have been removed but it wasnt and they did take care of it with no issues moving forward I had to schedule an appointment with XXXX XXXX XXXX XXXX to retrieve my vehicle which I did schedule an appt for 9 that morning mind you they were 3hrs from where I lived once I got to the auction to get my vehicle they made me wait for a bit because one of the workers had to come get me from the front and take me to my jeep so the guy finally came after a hour of me waiting I had to go through security to verify who I was so they can lift the gate for me to go to my vehicle once I get through the gate the worker asked me did I know my ignition switched was removed I told him know how would I know that if no one informed me of it I literally was told on the phone when I spoke to a representative to bring my license keys and license plate to retrieve my vehicle no one ever mentioned anything was removers or tampered with once I actually was able to get to my vehicle ignition switched was removed driver console was lifted and wires was hanging out my sunroof was open they clearly let it rain inside my jeep it looked terrible mind you XXXX XXXX XXXX XXXX XXXX of my babies was in a accident they got hit from the back so I was going through a lot with them being in hospital physical therapy visits mental therapy visits on top of all the emotional distress they all was in my car had got fixed it was in the body shop for a month it looked brand new so when I went to pick up my jeep and seen the condition it was currently in I cried till I almost passed out I worked hard to get the money up to get my car back it never been repossessed before but being out of work to make sure my kids was ok after the accident is how I fell behind and to pay to get my vehicle back not to get it back is very devastating everybody at the auction act like they didnt know my vehicle was in that condition I finally had to leave because I couldnt afford to pay a tow truck to bring it 3hrs away so I had no choice but to leave my vehicle there I immediately called XXXX XXXX to see what they were going to do about this I got no support they were very nasty no sympathy I got hung up on several times my number being put on a dnc list that I did not ask to be on and from this day they have not attempted to make this right and Im still without a vehicle I called XXXX XXXX the tow company that initially came to get my vehicle to ask them for a condition report because I told them someone had to be accountable for damaging my vehicle at first they didnt want to provide it to me but once I sent them photos of the condition it was in when I went to get it from the auction they sent the condition report to my email and from the pictures when they had it it was in the same condition it was when they picked it up from my home everything intact I requested the same info from XXXX XXXX several times they never sent it stating since Im not the owner of the vehicle because its being financed I have to request my finance company to get it and theyll send it to me well I requested all the info I needed for my vehicle and theyll send never sent me anything until XXXX XXXX XXXX when I called and asked about my jeep they told me it was sold they only got XXXX from the auction for it stated I owed XXXX and that it was sold XXXX XXXX XXXX I asked why I havent received anything stating my vehicle being sold the representative stated I was on the dnc list so they couldnt reach out to me I never asked to be on their dnc list why would I do that when Im trying to get my vehicle back and fixed I told the representative to send me an email of when my car was sold how much it was sold for condition report from auction I received an email stating how much I currently owed as of XXXX XXXX nothing stating my jeep was sold the representative told me that verbally and I only received an email about my car because I called in to check on my jeep again in XXXX they still have failed to give me the breakdown of how much they sold my jeep for when it was sold a condition report I have not gotten anything stating of that only the representative verbally letting me know my car was sold XXXX XXXX XXXX Im devastated this has caused me to miss so much things with my kids not being able to go to my doc appts like Im supposed to bc Im a diabetic need to get to doctors also doing things with my kids just a lot I cant afford XXXX XXXX I pay some ppl when I can to take me places but I shouldnt have to do that I never been without a car I need help I need a vehicle mine was sold after I paid to get it back its not fair and I need help pls help me with this situation.'

Company response to consumer: Closed with explanation