Consumer complaint received 2025-03-13 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Lender trying to repossess or disable the vehicle
Company: Westlake Services, LLC
State: NV

Complaint narrative:
In XX/XX/year>, I purchased a vehicle from a dealership that, unbeknownst to me at the time, misrepresented the cars mileage on the contract. The contract listed a lower mileage than the actual mileage, and I later discovered the vehicle needed {$14000.00} in repairs. About XXXX months into the deal, I contacted both the dealership and XXXX XXXX regarding these issues. The dealership was dismissive, and XXXX XXXX was also unhelpful, making it difficult for me to get any meaningful assistance. 

After persistent efforts, XXXX finally agreed to investigate. However, the process was filled with unnecessary hurdles, and their communication was minimalexcept when it came to collecting payments. Eventually, they concluded that the mileage discrepancy was a typographical error, despite the fact that the actual mileage was nearly XXXX miles higher than what was disclosed. This was clearly more than a simple typo. 

Realizing that XXXX was unwilling to address the issue properly, I sought help from the DMV and multiple attorneys. XXXX different attorneys confirmed that this was a case of odometer fraud and that XXXX refusal to take action was both unethical and legally questionable. Despite providing XXXX with proof of the fraud, they continued to dismiss the matter and kept the deal active. 

The XXXX referred me to XXXX XXXX, the company overseeing the dealerships licensing. I am currently awaiting the results of their investigation. In the meantime, I reached out to XXXX again, updating them on my efforts to resolve this fraudulent transaction and requesting patience, as the situation has caused me financial and personal stress, even affecting my ability to work and make payments on time. 

However, after sending this update over the weekend while offices were closed, my vehicle was repossessed the first business day back. The timing of this is highly suspicious, and XXXX ongoing lack of communicationexcept regarding paymentsfurther reinforces their questionable business practices. 

Additionally, I previously requested that XXXX stop excessive calls regarding late payments, which they later misrepresented as a request for a cease-and-desist order on all communication. When I asked for proof that I explicitly requested such an order, they ignored my request. 

I have repeatedly attempted to escalate my concerns beyond standard customer service agents, but I am constantly blocked from speaking to anyone higher than a supervisor. Even reaching a supervisor is difficult, as agents often refuse to transfer my calls. 

XXXX XXXX has handled this situation in an unprofessional and unethical manner. They have dismissed clear evidence of odometer fraud, failed to communicate properly, and taken retaliatory action through repossession. Their business practices are not only unfair but also potentially illegal. I am seeking assistance in holding them accountable and finding a resolution to this fraudulent deal.

Company response to consumer: Closed with explanation