Consumer complaint received 2026-03-05 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: Westlake Services, LLC
State: CT

Complaint narrative:
On XX/XX/XXXX of XXXX, I visited XXXX XXXX XXXX XXXX XXXX in regards to a XXXX XXXX XXXX XXXX cylinder four-door XXXX XXXX XXXX vehicle. On the day I went to see this car, it was sitting outside on the lot, and the exterior as well as the interior of the car were clean. On the website listing the card was listed as having {$160000.00} Mi on the dash. with this being stated I decided to move on with the car because everything was presented how it was on the listing the only thing that was different was the check engine light came up on the car and the car was stating it needed coolant, the dealer whose name is XXXX XXXX insured me that the car will go to the mechanic for a full checkup then emissions and after he will get it registered and on that following week it would be ready for pickup. I've signed the documents, filled out a credit app for Westlake Financial located in XXXX XXXX, California, where I stated I was going to put {$2500.00} down as a deposit. On XX/XX/XXXX, I got a call from XXXX XXXX stating to me that Westlake had approved the loan, but I had to put down an extra {$500.00}, making the deposit {$3000.00}. With this being said, the car came up to {$9400.00} - the {$3000.00} I put down, and I was financing and still am financing {$6900.00}. I stated to him that that was fine as long as nothing else changed. On XX/XX/XXXX, the car was insured by XXXX with a binder sent over to XXXX to provide to the financing company, and within that same day on XX/XX/XXXX, XXXX advised me that the car should be ready for pickup the following Monday or Tuesday, datedto XX/XX/XXXX. On XX/XX/XXXX, I then returned to the dealership to give XXXX the final {$2000.00} and sign off on the financing paperwork to close the deal.On XX/XX/XXXX, XXXX then called me to assure me that the car was sent to the mechanic to clear the check engine light, everything should be all ready to go, o and I should have the car by XX/XX/XXXX. XXXX days have then went past and I never heard from XXXX about pickup from the car I then reached out to him in which he did not answer me but he reached out to my dad on XX/XX/XXXX stating that the car failed emissions check he took the car to a mechanic and the mechanic stated that the car had a timing belt change but they never change the XXXX sensor. Within this time frame, we did hear nothing back from XXXX until XX/XX/XXXX, when we were asking if the car was now fixed and ready forpickupuHeee stated that the car was still at the mechanic, awaiting the part. The car would not be ready until XX/XX/XXXX. At this point, we didn't hear nothing so my dad ended up reaching back out to XXXX on XX/XX/XXXX of XXXX, and XXXX stated that the sensor had been put in and the check engine light went away, but when they took the car in for the emissions check, the check engine light came back on. Within this time frame, again, XXXX had gone remotely silent. I had then texted him on XX/XX/XXXX, concluding and asking when the car would be ready for pickup, because he told my father on XX/XX/XXXX the car would be ready, but turns out it failed emissions that second time. I then proceeded to reach back out to XXXX on XX/XX/XXXX because he would no longer decide to communicate with anybody when it came to the matter of the car we always had to reach out to him I asked him when will the car be ready if we can have an update because it has now been going on almost 2 months and we still have no vehicle and I am paying a cardinal that is due every month on the XXXX of {$280.00} as well as car insurance due on the XXXX of each month of {$220.00}. Once I reached out that day, XXXX never got back to me regarding the car. I then decided to reach back out to XXXX again On XX/XX/XXXX in regards to the car and where areas he told me that he took the car to XXXX I was under the impression that XXXX was fixing the car and doing a diagnostics check to make sure that the car would pass emissions the third time but when I called XXXX myself to get information that he would not tell me they informed me that the car needed a XXXX XXXX a valve gasket cover change and a new oil cap because the old one had a hole in it which resulted in the {$7000.00} job XXXX XXXX decided he did not want XXXX to fix the car and instead had his son XXXX XXXX XXXX do all the repairs to clear the check engine light he assured me that after this the car would be fixed and it should be ready to go home however that was not the case. On XX/XX/XXXX I reached out again this time recording our phone call to ensure what was going on with the car he then informed me that the card did not pass emissions for the third time and he's not quite sure what was wrong with it he left it with a XXXX XXXX and he said that he was washing his hands with it within the same phone call he told me that he was going to find me another car within the same make and model of the one that I purchased and he would not charge me more he would keep charging me what I'm already paying. He told me to give him 7 days and not to reach out to my loan company. By this time, days had passed, I paid {$280.00} for my XXXX note on XXXX XXXX an additional {$220.00} due XX/XX/XXXX for the car insurance, when I still didn't have this car in possession. My dad then reached out because we then sent him images of XXXX other cars we seemed to find interesting in case he couldn't find the same XXXX and which he never respond to us but on XX/XX/XXXX of XXXX he informed my father that he did find a XXXX XXXX a XXXX XXXX in another XXXX I which was way below the year of the car I had currently purchased and I was not interested in on XX/XX/XXXX I then reached back out to XXXX to see what was going on and tell him that I am no longer interested and working with him to buy a car if he could please just unwind my deal with XXXX XXXX he texted back and told me that he apologized and he would unwind my deal on Monday XX/XX/XXXX Within the same phone call he tried to tell me that he had a XXXX XXXX that he thought I would like I did inform him that I was not interested I would like to purchase a XXXX and if I can not get that with you I would prefer to get my money back. It is now XX/XX/XXXX of XXXX. I tried reaching back out to XXXX regarding this matter, and he's been forwarding my calls and not answering my texts. My father has also tried to reach out to see what's going on and when we can start unwinding the loan, because it shouldn't wait until Monday. He would not answer his text, either ; he would just forward our calls and ignore us. I tried again later on XX/XX/XXXX, and the number went blank as though it had been changed. I called Westlake Financial on XX/XX/XXXX to inform them that I would like to dispute my loan because I do not have the car and they decided to brush me off and tell me the dealer had to deal with the matter I informed them that I did not have no way to connect with XXXX as he is not taking my calls and they still decided to brush me off. I then called them today, on XX/XX/XXXX, and I was explaining the situation, and the representative hung up on me. I am reaching out because I would like this matter resolved. I've been paying for a car for over 3 months that I do not have possession of, and I haven't seen it since the day I signed for it at the dealership lot. I'm upcoming on another payment of {$280.00} on XX/XX/XXXX for this car, as well as XX/XX/XXXX, and I also have car insurance due to XXXX of {$220.00}. I again do not have possession of the car. I have never driven the car, and I would like this fixed and taken off my credit report.

Company response to consumer: Closed with explanation