Consumer complaint received 2025-05-10 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: CA

Complaint narrative:
XX/XX/XXXX I went to location in XXXX to purchase a vehicle from XXXX imports. It was for XXXX XXXX XXXX Westlake financial services was going to be my lender for the vehicle. XXXX was the agent who assisted me at XXXX to purchase a vehicle and get my contract finished once contract is completed. I paid him {$5000.00}. partial cash and debit transaction. Once contract is completed. I was advised that I will not be allowed to take the vehicle back because it had to be finished at the XXXX XXXX XXXX XXXX XXXX for a recall once the safety recall associated, I wouldnt be able to allow to get the vehicle I was told it would be ready the following Monday and I would get XXXX out to pick up my vehicle. After that day, I was been blocked from the company I called Westlake financial services and they told me that there was no contract on file with information I provided them. Original contract ID number XXXX. Original date signed XX/XX/XXXX XXXX. Ive been contacting the BBB and dealership numerous times. I had eventually made it down there to attempt to get my vehicle. It would be in the middle of XXXX. I was been advised that I need to leave the property I didnt have the cops called on me when I tried to explain to the XXXX, XXXX advised me that he needed me to show a receipt of proof of purchase. All I had was a contract. I was been told that the contract is not a proof of purchase, and to file a claim with my bank, even though I paid most of it with cash and some, Ive been once again went home Without my money or vehicle. Ive been attempting to reach out to XXXX they still had no idea pretty much what I was inquiring about. Ive been received a phone call on XX/XX/XXXX by XXXX one of the representatives at XXXX advising to get vehicles ready to come pick it up I picked up the vehicle finally. Before I left, I saw the owner and I told him that I wanted him to make the contract right that he was in the wrong for holding the vehicle that long and my money and having me a property by the cops he then took the original contract out of my hand and shredded it and told me it is not valid anymore and then made up his own contract and I guess he signed my name and that is what was submitted to XXXX XXXX XXXX. I have the original contract with both of our hand signatures, and then online XXXX has the e-signature that I did not do, or prove that he did fraudulently with my name, and change the terms and all of the information on it. Once I left the XXXX XXXX it was in Horrible of the condition of the vehicle was breaking down. Its not like somebody had dyed in it. It was nowhere near what the original he was. I then told him I wanted to return the vehicle. He told me know that I need to get a mechanical approval that XXXX XXXX XXXX I had made multiple contacts to Westlake financial services, attempting to return the vehicle because of the mechanical issues I did not wan na stuck in a contract that he made up and without my approval destroyed original contract, despite the fact that he was in the wrong and breaking medical laws and violating my rights. About a month later, I called XXXX XXXX XXXX, letting them know that I was not going to make a payment until they fix the vehicle or give me my money back about XXXX days later I woke up in XXXX in the beginning of the month and the vehicle was gone outside of my house with all of my personal belongings my kids stuff my work stuff I was never advised of this repo. I was never given a chance to try to get the vehicle back. I was in shock. Call XXXX police department to report the vehicle stolen verifies me that the vehicle has been up for the position to contact the finance company. The contact the finance company and spoke with XXXX one of the representatives in XXXX XXXX department. I was told at XXXX did not have the vehicle nor did they repossess it. They did not know what I was talking about. I recorded my phone calls and was advised finally by a different representative to contact the dealer that they did not know what was going on but take it up with the dealership?. I had not had any contact with the dealership since then XXXX buys me that they did not have the vehicle and I need to call XXXX I would bounce back-and-forth. The cops wouldnt help me XXXXXXXX XXXX XXXX wouldnt and I was out {$5000.00}. I then received an email, XXXX, XXXX that stated a customer payoff letter addressed to myself regarding the XXXX XXXX, stating that there was a XXXX balance addressed to me not to divine imports not to anybody else just specifically me and it stated. XXXX XXXX XXXX sent me the customer payoff letter. They also sent me account detail information regarding my loan but yet I am not able to access any of my information regarding the illegal repossession that was done to me. I was not allowed to access my account record. I was also denied any type of gatherings of my personal belongings that was in the vehicle. I was not allowed any long details. This ended up, causing XXXX mental emotional distress loss of property and has negatively reflected on my credit report for years preventing me from moving forward with getting a vehicle.. The specific violations that were broken by the company were US C code 1601 fraudulent contract modification USC code 1681 false credit reporting and if you go to crook errors you CC code 9611 and 961 for failure to provide repossession notice, and also illegally instructing account access and violation of repossession notice laws I still receive documents from XXXX regarding my vehicle, registration being expired and its going to suspend my license. I had made multiple reach out to the company I contacted the XXXX XXXX unit and it was founded closed. My life has been tremendously affected by this, and is still recovering till this day

Company response to consumer: Closed with explanation