Consumer complaint received 2022-04-11 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Problems at the end of the loan or lease — Unable to receive car title or other problem after the loan is paid off
Company: Westlake Services, LLC
State: MO

Complaint narrative:
Hello, My name is XXXX XXXX, I just recently decided to trade my XXXX XXXX in for a newer car. So I went to XXXX XXXX XXXX XXXX XXXX located at XXXX XXXX XXXX XXXX in XXXX XXXX, Mo XXXX. I arrived and started looking at vehicles. I wanted to purchase from a larger dealership so I wouldnt have any issues and everything would go smoothly! What I got was definitely not that. My husband and I were interested in a XXXX XXXX XXXX XXXX we also looked at another XXXX that would have been ok. The salesman XXXX XXXX helped us. I explained to him that I would probably not be approved for the XXXX and told him the other vehicle I was interested in. He then proceeded to do what it was he needed to do. He did not tell us which vehicle he was trying to get us in. So we waited for quite a while, he then wanted income information. He let me use his computer to print out income papers I needed to print for them. When he came back he said nevermind we are good we dont even need that. I said what? Why? He said its all good the vehicle is going in my name only and all I had to do was tell the finance company when they called that I make $ XXXX {$6000.00} a month. He went on to tell me this another 4 or 5 times and told me to make sure I didnt say {$5700.00} or {$5800.00} because they wouldnt approve it. I then went to sign the contract with another gentleman. He also reiterated for me to make sure I tell the finance company when they call that I make $ XXXX {$6000.00} when they call. I agreed they are the professionals. I get home so excited that k was approved for the vehicle I wanted of course I was in love with my new XXXX. And then the finance company calls and I repeat what they told me to tell the finance company and of course the finance co wants paycheck stubs and proof of income. After I was told by the car lot they would not need any of that. So first off they had made me look like an XXXX and a liar so far! So I get off the phone and call the car lot and tell them what had happened with the finance co. They say oh no give us a bit and we will get it figured out. So I wait. A couple days later they call me and want me to come sign papers without telling me anything about whats on them. I finally get them to send me copies of these papers and the have changed the whole agreement that I signed. Because they had to find another company to finance the XXXX. They ran my credit so much trying to find a finance co that I probably could not be approved for another car now if I tried which is upsetting because I have been working hard to get my credit score up. Well I did not go sign papers because I told them I wanted to see the contract and they didnt want to send it to me. Finally a couple days later they did finally send me the percentage, payments, and terms to which I said no Im not doing that. I then told them I wanted my infinity back and they could have their XXXX back. The XXXX that I am still currently driving!!!! The paid off my infinity for about {$5200.00}. I have received papers from my former finance co saying it is paid off. I told them again to bring my infinity back and pick up their XXXX. They are telling me now they are trying to reverse the financing for my infinity through my former finance co. I am not sure how that can be done if they have already paid it off. I am really concerned I am going to be left without a vehicle and I am extremely stressed about this situation. So now they have made me look like an XXXX a liar they have jerked me around so much that I do not understand how a dealership can do business like this. This is completely illegal for them to have me lie to a finance company when I was trying to get a vehicle with no stress it has been the worst experience of my life. This whole ordeal started on XX/XX/XXXX. I have now gotten my vehicle back and they picked up their Jeep I had for about 2.5 weeks with NO CONTRACT! However, when they returned my vehicle they returned my title with their name on the back of it. Without a lien release. I have been trying to obtain a lien release or the loan payoff from Westlake Financial since. I have requested the release probably 3 times myself and was told they could not give it to me because I am not the person who paid off the lien. I paid over {$9000.00} of that lien. I then thought I would go trade in to another dealer and they said it shouldnt be an issue obtaining a lien release for the vehicle well at this time we started the process of calling them again to get it taken care of. Westlake has hung up on the car dealership and also on myself. They have not been helpful at all. They sent a 3rd party lien release for her to fill out and she did and they still will not release the lien that is paid off! So basically I have my vehicle back with a title I can do nothing with because I can not seem to get a lien release. Here is Westlakes information mailto : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX

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