Consumer complaint received 2025-10-16 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Loan balance remaining after the vehicle is repossessed and sold
Company: Westlake Services, LLC
State: FL

Complaint narrative:
I am filing a formal complaint against XXXX XXXX concerning the unjust repossession of my vehicle. This repossession occurred while my car was inoperable due to unforeseen circumstances entirely beyond my control. 

I also wish to highlight an ongoing and unresolved issue with XXXX XXXX XXXX, which has consistently denied liability regarding my vehicle during this time. My active complaint with the Division of Consumer Services of Florida against them remained open until XX/XX/XXXX. Recently, in XX/XX/XXXX, claim XXXX XXXX XXXX ( XXXX ) XXXX ), according to a claim representative, stated that the declared car was completely totaled.

1. Timeline of Events : XX/XX/XXXX : I was involved in a car accident. While driving a college student and me to a XXXX for car oil, my vehicle experienced catastrophic brake failure shortly after leaving the parking lot. This led to the gears locking, rendering the car inoperable. The vehicle subsequently crashed, impacting multiple poles, and all airbags deployed. We immediately contacted the police and filed a report. Following their advice and prioritizing our health, we arranged for friends to transport us to the hospital within 48 hours to ensure immediate medical attention. A police report was filed ( Report # : XXXX ). I immediately notified XXXX and filed a claim. 
XX/XX/XXXX : While my insurance denial claim was still actively being disputed, XXXX XXXX repossessed my vehicle from the towing company that had towed the car the day the incident occurred. 

2. The Problem with XXXX XXXX XXXX : There was a dispute about insurance coverage on XX/XX/XXXX, and a lapse in policy issues ( payment documents are included ). This unresolved open dispute with the insurance company led to financial hardships, and the repossession has caused further confusion and difficulties. 

This month, XX/XX/XXXX, I received messages from claim representatives stating that an insurance claim would be paid out. Unfortunately, I no longer own the XXXX XXXX XXXX since the lien holder, XXXX XXXX XXXX, repossessed the vehicle. 

XXXX. The XXXX with XXXX XXXX : The repossession of my vehicle was still in dispute. XXXX XXXX also filed a claim with XXXX for the additional coverage that was on the car, and I had gap insurance worked into my monthly car note. 
Failure to Account for Damages : The damages from the accident significantly affected the car 's value and condition, which the finance company has failed to account for to date. 
Failure to Communicate : I was not given proper notice or opportunity to resolve the situation before the repossession. I was informed by the towing company that the car was repossessed before I received an official letter in the mail. Their letters were delivered via USPS roughly three weeks after the dates posted on the letters. Given the extraordinary circumstances of the actively disputed insurance claim, this was a rushed decision on their part. Also, as of XX/XX/XXXX, I received a message from XXXX ( contact info : XXXX XXXX XXXX XXXX ) asking me to approve the release of my vehicle. They stated they were contacting me on behalf of XXXX XXXX  however, the representative from the insurance company stated otherwise. 
Breach of Good Faith? : By repossessing the vehicle during the claims process, the finance company may have acted in bad faith, preventing me from using the insurance payout to bring the loan current or settle the account.

4. The Interconnected Issue : The actions of these two companies have created significant headaches, hardships, and a vicious cycle. The insurance company 's failure to pay the claim left me without funds to cover the loan payment, and the finance company 's rash repossession has created chaos, as the vehicle is in their possession and may be sold at a low price, causing me a deficiency balance.

I am now facing the loss of my vehicle, potential damage to my credit score, and financial loss, all due to the denials, delays, and confusion with these two entities.

Company response to consumer: Closed with explanation