Consumer complaint received 2025-02-25 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with additional add-on products or services — 
Company: Westcreek Financial
State: IN

Complaint narrative:
I contacted XXXX XXXX via telephone to schedule an appointment to have my front brakes inspected and possibly replaced. The appointment was scheduled for XXXX XXXX on XX/XX/XXXX. XXXX XXXX informed me that the front brake repair would cost {$1000.00}. I never inquired about rotors nor was I ever informed that my rotors were being replaced. However, I was charged for front rotors without my knowledge or consent in the amount of {$450.00}. I was not aware of the fraudulent charge until my subsequent visit to XXXX XXXX on XX/XX/XXXX. In addition, I was never provided with a written inspection during the XX/XX/XXXX and XX/XX/XXXX visits. I was also not provided with the limited warranty information after the work was completed on XX/XX/XXXX. 

I noticed signage on the XXXX XXXX website and in the waiting area about financing through Koalafi, a XXXX XXXX partner. I applied online and was preapproved for a {$4500.00} lease. My lease number was XXXX. The Koalafi Rental-Purchase Agreement specifically states front brakes as the description of property being purchased. However, the XX/XX/XXXX statement that I received states, Install Front Brake Pads & Rotors. I received this statement after I signed the Koalafi agreement and the work was completed on my vehicle. This payment process was confirmed when my fianc, XXXX XXXX, and I spoke with XXXX, XXXX XXXX Regional Manager, via telephone on XX/XX/XXXX at XXXX pm. We spoke with XXXX for over thirty-seven ( 37 ) minutes regarding the pattern of deceptive business practices at XXXX XXXX XXXX 

On Monday, XX/XX/XXXX, my brake light came on while I was driving. As a result, I immediately called XXXX XXXX to schedule an appointment. I spoke with XXXX. XXXX told me that they were not busy and that I could come anytime. Therefore, I scheduled my appointment for XXXX XXXX that day. I arrived at XXXX XXXX just after XXXX XXXX I was on the phone with my fianc when I arrived and the entire time while I waited for over six ( 6 ) hours for the inspection and work to be completed. XXXX checked me in at approximately XXXX XXXX, according to the text message. I received a subsequent text message with a link to the inspection results with pictures at XXXX XXXX. I shared the inspection results link with my fianc as well. XXXX informed me that I needed rear brakes. XXXX also told me that he was able to apply coupons/discounts and that the total was under {$800.00}. I approved my rear brakes being replaced at approximately XXXX XXXX My fianc confirmed the type of rear brakes that were being installed with XXXX. I texted XXXX informing him that I wanted to use Koalafi again. He told me that they no longer use Koalafi and that they now use XXXX XXXX. XXXX texted me the link to apply for a XXXX XXXX loan at XXXX XXXX I was in the process of signing the XXXX XXXX loan online using my cell phone for nearly {$800.00} when my fianc began asking XXXX XXXX, XXXX XXXX General Manager, why the charges were extremely high for rear brakes. It was during this time that XXXX informed us that rear rotors were also installed. I was immediately shocked and upset that parts were installed without my consent and knowledge. It was during this conversation that I discovered that XXXX XXXX had installed front rotors during my XX/XX/XXXX visit also without my knowledge or consent. My fianc and I told XXXX that XXXX never said that rear rotors were being installed. I insisted that XXXX call XXXX to confirm what was said. I was initially charged {$220.00} for rear rotors. XXXX was supposed to refund the money for the unauthorized parts in full. However, he only refunded {$220.00}. 

During the XX/XX/XXXX telephone call with XXXX, XXXX laughed when I stated that I was not refunded in full for the unauthorized rear rotors. I also informed XXXX about the fraudulent charge for front rotors during my XX/XX/XXXX visit coupled with the pattern of deception I have experienced at XXXX XXXX. XXXX refused to refund the fraudulent front rotor charge by stating, There is nothing Im going to do about that! I informed XXXX that XXXX XXXX committed consumer fraud and that I will file a complaint and then XXXX ended the telephone call. I contacted Koalafi via email regarding the fraudulent charge and contract breach via email on XX/XX/XXXX. I received a call from a Koalafi representative on XX/XX/XXXX. Koalafi pointed the finger at XXXX XXXX!

Company response to consumer: Closed with explanation