Consumer complaint received 2025-11-26 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Billing problem
Company: Westlake Services, LLC
State: IL

Complaint narrative:
On XX/XX/XXXX, I signed a contract for a XXXX XXXX XXXX from XXXX XXXX XXXX using Westlake Financial Services. On this same day, the car was taken for a test drive, and I noticed noise while braking and rattling underneath.HUGE SAFETY CONCERN. The dealership advised they just replaced all brakes and they just needed time to calibrate. This ended up not being the case after some time and I sent a complaint to the dealership XX/XX/XXXX ( 9 days after my first car payment ). The car was taken in for service on XX/XX/XXXX with a promise to resolve asap. The dealership was continuously nonresponsive and after a month goes by, the dealership still can not figure out the issue, and I am still without the vehicle. I sent a request to the general manager of the dealership to cancel the contract on XX/XX/XXXX after no follow-ups nor responses from dealership. The XXXX XXXX XXXX replied on XX/XX/XXXX stating he would reach out to me and never did. on XX/XX/XXXX, I called Westlake Financial to advise that I am not in possession of the vehicle and asked what my options were as I didn't want this to impact my credit. I talked to XXXX XXXX and she stated that she would put in a deferment for the XXXX payment to give me more time to resolve cancellation of contract. She then put me on hold for managers approval, came back and said I was all set. Deferment for XXXX in place. So the dealership continued to ignore me and would not respond. So, I filed a complaint with the better business bureau on XX/XX/XXXX and sent a letter via registered mail to the dealership with a XXXX request to cancel the contract on XX/XX/XXXX. No response. I then followed up again with Westlake to discuss my account as now I'm due again for a payment on a vehicle I do not have and have requested now twice to cancel. On XX/XX/XXXX, I talked to XXXX XXXX with Westlake, and he stated that the XXXX deferment was not put in and now I am XXXX payments past due ( XXXX & XXXX ). I was furious! XXXX verified this deferment was all set ( even verifying with manager ALL WAS APPROVED and SET IN PLACE ). XXXX XXXX said that even though they told me that it was deferred, it really wasn't as their system rejected it. He told me to call back after Saturday, XX/XX/XXXX, and ask for a manager and they will do a double deferment. I called Westlake again on XX/XX/XXXX and asked for a manager as instructed by XXXX XXXX. I had the unfortunate experience of talking to XXXX ; she was very rude and unprofessional. She said that XXXX XXXX did not tell me correctly, and there is nothing they can do. I pleaded with her to understand the situation and assist me, and she continued to be rude, condescending and repeat policies and talked over me. I got nowhere. Then I spoke with XXXX who was equally rude and disrespectful, so I gave up and disconnected. At this point, my XXXX XXXX is through the roof. I then find the time to call again on XX/XX/XXXX and have another unfortunate experience talking with XXXX XXXX he refused to give me his last name and provided employee id XXXX ). This was the most horrible interaction!!! He kept talking over me, arguing with me and just wouldn't let me talk!! He was very unprofessional and horrible to me for almost an hour!!!! He advised that no deferments were nor would they be put in place ( no matter what anyone told me previously ). I kept asking for a manager and he kept putting it off, as he said one not available. I told him I am reporting this business for its unfair/deceptive practices, and I am so upset at this point dealing with Westlake! !! HORRIBLE CUSTOMER SERVICE. Then he finds a " supervisor '' XXXX XXXX she also refused to give me her full name. I don't even know if that's even her real name because I don't trust any of them at this point since everyone has been shady with this company. She also proceeds to go over policies and what they're NOT going to do also advising the car is NOW on a REPOSSESSION ORDER!?!?! I was sooooooo frustrated at this point because I've been in communication with them and they are dropping the ball on their side EVERY SINGLE TIME!!!!! Not once had anyone ever referenced a repossession order!!! I told her to go pull the calls of everyone I talked to and she will see what was advised and promised to me. I told her XXXX XXXX said a manager would put in a double deferment and it is very clear in the call. She said she would pull the call and put me on hold. She came back several minutes later and stated she listened to the call and that XXXX did not advise for me to call back nor that I would get the payments deferred!!! I could not believe a " Supervisor '' was blatantly lying on the call. I asked her if our call was being recorded and she said yes, I said good because I hope they pull this call and see how you are blatantly lying and dismissing the FACTS!!!!! There is no way she pulled the call as I wrote down what XXXX XXXX advised verbatim. I have no reason to lie or make this up and was completely beside myself that she was lying and trying to tell me otherwise. She was very condescending as well, and super disrespectful. I can not believe all of these representatives get away with treating their customers this way!!!!

Company response to consumer: Closed with explanation