Consumer complaint received 2024-08-08 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Company communicating payment assistance or payment extension options
Company: Westlake Services, LLC
State: MD

Complaint narrative:
I am trying to find a lawyer to file a lawsuit against my finance company but I thought i file a complaint with you all as well. Westlake Financial retrieved my vehicle XXXX XXXX XXXX XXXX around XX/XX/XXXX using recovery service XXXX XXXX  Notice that is located at XXXX XXXX XXXX XXXX XXXX MD XXXX for {$150.00} towing fee from tow yard XXXX XXXX XXXX that is located at XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX MD XXXX that was originally towed there because of wrongful parking per request of XXXX XXXX XXXX XXXX located at XXXX XXXX XXXXXXXX XXXX XXXX XXXX contacted Westlake informing them they have the vehicle and Westlake later came out to retrieve the vehicle. Around XXXX XXXX Westlake used XXXX party company XXXX XXXX  Notice as i stated above, After Westlake had XXXX XXXX Notice recover the vehicle every agent i spoke to for 3 weeks straight told me I could get it back for 3 weeks in XXXX and then randomly when I called wondering when I could get it back they proceeds to tell me they don't have the car and they know nothing about having it and its no repo on my account so it would be no reason for them to have it but yet that's not what they originally told me for 3 weeks and I asked them to find or locate the vehicle they pretended to do so for weeks and kept giving me a XXXX answer. One manager also told me the car was located at XXXX XXXX XXXX XXXX and she was faxing over a vehicle release form so the car can be released to me and i should call and ask when can i pick it up. I called XXXX XXXX XXXX XXXX and the lady on the phone took my car info and said they do not have it. I called Westlake back and the next manager said they dont have it but so he not sure why the last manager told me that he would have to escalate the issue with higher ups and have them reach out their distribution center to find the car and i was pretty much told that for weeks with no real motion on the issue of my missing car mind you Westlake knew the car was not at XXXX XXXX XXXX anymore per the correspondence i was sent though XXXX on behalf of the company but yet when i called nobody knows nothing and the higher ups are searching for in their distribution center but they already it was not at XXXX XXXX XXXX right??, I went up to the XXXXXXXX XXXX XXXXXXXX and spoke with the owner and she remembered me and told me Westlake sent a 3rd party to get my cat which is XXXX XXXX Notice and she gave me a letter and receipt which i have attached. So because i did not get any real traction I filed a complaint with XXXX XXXX XXXX and the finance company finally responded and told me they tried to get the vehicle from the tow yard it was originally at ( XXXX XXXX XXXX ) but when the agent went there to retrieve the car it wasn't there so they closed the assignment. and me and the tow yard is responsible and should report it stolen. Yet they never called not one time pertaining to the vehicle but did add the recovery fee which was {$150.00} on my account which i have proof of. But yet the months I been calling asking about what happened to my car they never told me that every agent just kept saying it was no repo on my account for them to have the vehicle they would act completely oblivious to know any whereabouts of the car. Since they are still the owners of the vehicle you would think they would show some care for their property because if the agent that was sent to pick up the vehicle and it was so called not there. Why there wasn't any questions raised to the tow yard or why they didn't call or ask if I picked up the vehicle and while this whole charade was going on they weren't even calling anymore about my car note because I was month behind let alone never said anything about going to retrieve the vehicle but then closed the assignment but when I involved XXXX then they can give me a direct answer but the plenty times I called I was never given any answer but we dont have it and its no repo on your account. It seems to the me they got the vehicle out the tow yard using a 3rd party service and while they were telling me I could get it back and its being transported and where I could pick it up they were really stalling me out to sell at auction and then once they sold it thats when their dialogue changed to not knowing nothing about where its at. Mind you after the XXXXXXXX XXXX XXXXXXXX told me they picked up the vehicle i called on the phone with my XXXX father and we asked the agent why was i not made aware of them picking up the vehicle, and he told me because they are still the owners and they took the vehicle from XXXX XXXX XXXX  to protect their interest of it being sold. And i would have to pay my car note which was only {$240.00} at the time and the {$150.00} repo fee they just added on their. On my statement balance you would see something on there that says {$970.00} in OTHER FEES that is when my car was repo back in XXXX of this year I paid {$1200.00} to get my car back that was {$740.00} for what i owed for my car note and {$450.00} in the repo expense only to figure out they used that {$510.00} in repo expense to cover my car note for the next 2 months which they never told me about i was not aware of this until months later when they snuck behind my back and sold my car that I started to look into everything then when i asked a manager about it he stated that the {$970.00} is still on my account because it went towards 2 car note payments instead of the repo fee which they didn't tell me about nor were they supposed to do that they wanted me to pay the {$1200.00} & then come back for another {$510.00} to say you owe for the repo expense that we never charge you for so now they doubled the price for me so called not paying it when i got my car back but we all know when a car is repo before you can get your vehicle back you pay the repo fee as well. So i asked the manager can he take it off my account because they never should have never paid my account 2 months ahead he said no because its months later and i told him i knew nothing of that and when i did ask about the agent said all my payments was not cleared and it should update but it never did so that {$970.00} you see on my statement from Westlake from something else janky they did but also that includes the {$150.00} they paid XXXX XXXX notice to recover the vehicle from XXXX XXXX XXXXXXXX again Westlake being XXXX all around the board. That's why I am in the process of suing them so all this can be subpoena because them conversations are recorded and you cant erase a paper trial. i have included all proof and documents i have.

Company response to consumer: Closed with explanation