Vehicle loan or lease -- Managing the loan or lease -- Complaint #18147947
Complaint Overview
Complaint ID: 18147947
Company: Westlake Services, LLC
Product: Vehicle loan or lease
Sub-Product: Loan
Issue: Managing the loan or lease
Sub-Issue: Problem with additional products or services purchased with the loan
State: Nevada
ZIP Code: 89128
Date Received: 2025-12-04T12:00:00-05:00
Date Sent to Company: 2025-12-04T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
My XXXX XXXX XXXX suffered a XXXX XXXX XXXX XXXX XXXX in XX/XX/XXXX and became completely non-drivable. The warranty company ( XXXX XXXX ) evaluated the repair and confirmed that the engine replacement would exceed {$14000.00}. They approved only {$3200.00} due to their liability cap, documented in their claim summary, and stated the vehicle is no longer economically repairable and closed out the warranty. After this, I contacted Westlake Financial with a hardship request. I asked for a settlement, loan reduction, or voluntary surrender without a deficiency balance since the collateral is effectively worthless. Despite multiple emails and calls, Westlake refused to provide any written decision. Representatives repeatedly stated they can not send anything in writing, even when denying my requests. Westlake also misrouted my hardship request to their insurance claims department, even though no auto insurance claim exists. This demonstrates they did not review my complaint at all. Instead of addressing the loan issue, they continued to demand full-coverage insurance and full loan payments, despite knowing the vehicle is not drivable, not repairable, and has now been towed by the city and accruing fees, lessening it's value even more. I have never missed a payment during the entire loan, even for these past few months while the car has been inoperable. Westlake still refuses to offer any hardship option, refuses to provide written communication, and refuses to acknowledge the documented condition of the vehicle. Their actions prevent me from disposing of the vehicle ( since they hold the title ) and leave me trapped paying for a car that can not be repaired or used. I am requesting CFPB assistance because Westlake will not respond in writing, will not process my hardship request properly, and continues to enforce obligations that are unreasonable given the documented condition of the collateral.
Frequently Asked Questions
What is Complaint #18147947 about?
Complaint #18147947 was filed against Westlake Services, LLC regarding Vehicle loan or lease specifically about Managing the loan or lease. It was received by the CFPB on 2025-12-04T12:00:00-05:00.
How did Westlake Services, LLC respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Vehicle loan or lease) and describe your issue in detail.
Can I see other complaints against Westlake Services, LLC?
Yes, visit the Westlake Services, LLC company profile at readthecomplaint.com/company/westlake-services-llc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.