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Business Profile

Financial Services

Westlake Financial Services

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Financial Services.

Complaints

This profile includes complaints for Westlake Financial Services's headquarters and its corporate-owned locations. To view all corporate locations, see

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Westlake Financial Services has 9 locations, listed below.

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    Customer Complaints Summary

    • 2,102 total complaints in the last 3 years.
    • 805 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/17/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was approved for loan in July sign contract. I began asking questions about the price of the loan which didn't match asking *****. 3 weeks later I was told loan was rescinded. Try to reach and company continue to hang phone ** in my face. I gave a down payment of **** dollars. Dealership kept running my credit for 3 weeks but never said why. Dealership never told me to bring vehicle back but just look for someone that will finance me. UP a notch is the dealer name. No one is trying to give me my down payment back and then I was charged almost 300 dollars to use company Square to make payment.

      Business Response

      Date: 08/18/2023

      We do not show that a loan was ever submitted to our company. Please file your complaint against the dealer as we are not a party to the sale. 

      Customer Answer

      Date: 08/18/2023

       
      Complaint: 20487758

      I am rejecting this response because: I have signed documents between me and Westlake 
      Sincerely,

      *****************************

      Business Response

      Date: 08/18/2023

      Good afternoon,

       

      You can provide them to us and we can investigate further but your name is not coming up in our system. 

      Customer Answer

      Date: 08/22/2023

       
      Complaint: 20487758

      I am rejecting this response because: company is not cooperating 

      Sincerely,

      *****************************

    • Initial Complaint

      Date:08/17/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Even with better business bureau advising this company they couldnt get any better. They simply do not hear what is being said to them and makes it impossible to work with this company. Ive had many problems with this company and have gotten little no responses or when I finally am getting through all of a sudden the call mysteriously drops and Im back recalling at the main menu no extension numbers and barely to none supervisors able to advise you with your issue its so infuriating. I recommend saving the headache and look for another financial institution to work with. A californian business yea right.

      Business Response

      Date: 08/18/2023

      Please provide more information so that we may further assist you. What is your account number? 

    • Initial Complaint

      Date:08/04/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My farther has passed and Im the sole beneficiary over the estate and he had a car 3 months from paid off I asked if I could pay it ******* financing said it was fine and now they are permanently closed and sent the wrong paper work and the dmv said I need a release form from who ever owned the lean now and its this ***************** place and Ive been trying to get this form from them since may they sent some type of paper and the dmv said it was wrong again and everytime I call west lake its always some headache and then they dont even send the right paper I just need help to get my dads car in my name he passed a year in a half ago and I just want this behind me Im only *************************************************************************************** know how on this subject to get it done while I have to help run my dads old flooring business just please reach out if you can help me I would up load a document of me being the sole beneficiary if you want just ask the west lake have all the in even my id so just Let me know

      Business Response

      Date: 08/14/2023

      We are still currently working on this complaint and are pending some information from another department. Once received we will provide a response. 

      Customer Answer

      Date: 08/16/2023

       
      Complaint: 20421529

      I am rejecting this response because: I really dont understand what this means

      Sincerely,

      ***********************************

      Business Response

      Date: 08/22/2023

      We are still currently working on this complaint and are pending some information from another department. Once received we will provide a response. 

    • Initial Complaint

      Date:07/27/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      see Attached document

      Business Response

      Date: 07/28/2023

      This is a duplicate complaint. Complaint #******** filed with same issue. We will respond to that complaint. 

    • Initial Complaint

      Date:07/24/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I need someone from Westlake portfolio to contact my girlfriends *** insurance The loan was for a car that was totalled ************* paid what they claimed car was worth The *** insurance is to pay the difference *** states that Westlake must file a claim with them so they can pay the remaining balance of the loan Westlake refuses to do so

      Business Response

      Date: 07/25/2023

      No account number was provided nor any information that we could use to locate the account. Your girlfriend needs to file a complaint as we cannot provide you any information being that you are not a signer on the account. Thank you. 

      Customer Answer

      Date: 07/25/2023

       
      Complaint: 20358282

      My girlfriends name is *********************

      How about you give me a number I can call where I can talk to someone with an IQ north of 12

      Sincerely,

      *************************

    • Initial Complaint

      Date:07/18/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The company agreed to a payment arrangement but then turned around and marked the account as 30 days late after the agreement ..when you call the company to find out why this happed there are no notes regarding the arrangement so now I am left holding the bag with a blemish on my credit report I have tried to get the company to retract the late payment due to the agreement but you just get the run around I even tried to ask the company for a goodwill accommodation but they won't budge..it's so unfair that they are able to get away with these tactics of being deceitful and untrustworthy and the people that have these predatory loan are the ones who suffer.

      Business Response

      Date: 07/19/2023

      We are unable to locate an account number for you. Please provide the full account number. 

    • Initial Complaint

      Date:05/01/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi 3 months ago I was shopping for a vehicle and was qualified for a car loan thru Westlake they were helpful then they sent emails of ************ to choose from until the tax on the cars chosen was quoted for amounts that didnt state why I was going to be charged thousands of dollars and without any explanation why soon as I started asking for a breakdown of total and pointed out that they were trying to charge folks rediculous fees and not saying why thats when I noticed I was not getting any quotes anymore and all the sudden they started declining me after I was approved I have so many emails and documents to back up plus I cant get thru the phone line they have blocked me this is discrimination due to the customer having questions that they didnt agree with so they removed me as a qualified customer on purpose if its not fixed Im going to the ********** channel 3 news station to say my story

      Business Response

      Date: 05/05/2023

      We are unable to locate your application. Can you please provide the emails and any pertinent information you may have. 

    • Initial Complaint

      Date:04/11/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I put a cash payment of $***** down for a 2010 **** Fusion at the **************** Dealership on 03/11/23. I was written a promissory note, to provide the remaining ***** on the vehicle within a month of purchase (in total; the down payment was *****). I pay the car payments through Westlake Financial, a financing company, whom told me that the dealership has placed a hold on my account due to them not being able to confirm my paystubs and employment. My supervisor advised me that she has reached out on numerous occasions confirming my paystubs as well as my employment. Western Financial has confirmed they have all my needed Information, however, ***** at **************** keeps advising that I need to submit more paperwork and proof of employment. Westlake Financial has also put false information in my account due to **************** giving them the wrong employment information. ***** had called me everyday since I purchased the vehicle harassing me about the same information I have already provided, she also has disconnected the line mid-conversation with me, has spoke over me talking in a disrespectful manner, as well as been unprofessional since I purchased my vehicle. I have reached out to the overall manager *************************** on 04/07/23 and have not received any call back. Also, the vehicle has issues; the tire sensor is broken in the tires, I was not provided with a full tank of gas (drove 2hrs to purchase vehicle), the vehicle is hesitant when it runs for over a short period of time, had to get an oil change as well as fill fluids the same week I brought the vehicle, the vehicle leaks fluids underneath the hood. I would like a vehicle exchange, or a refund and return the vehicle. I wish to speak to someone over ***** to advise of her ****************************** I have received. If this is not resolved in a timely manner, I will resort to contacting my attorney and the news media for a resolution.

      Business Response

      Date: 04/12/2023

      Good afternoon,

      We do not show a loan with us therefore we are unable to assist in your complaint. Please direct your complaint against Universal Motors. 

    • Initial Complaint

      Date:03/31/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I'm having an issue with my car title via ******************** The vehicle was paid off 10/16/2022. I took my certification for the title to my local *** office and they need the ** Sale Tax Registration number. I called your customer ********************** and no one could find my account. Also, I paid the License and Registration fees included in the completed payment for the vehicle registration, so why do I have to pay again at the *** office? I was told by the *** there should be a check sent to me in order to give to the ***. Not sure how that works, however it's not fair to pay TWICE when it was paid along with the final payment (the total amount).

      Business Response

      Date: 04/03/2023

      Good afternoon,

       

      Your account is not coming up in our system which means it was transferred to us when the finance company closed down. We would be unable to assist you. 

      Customer Answer

      Date: 04/03/2023

       
      Complaint: 19881743

      I am rejecting this response because:

      How am I "at fault" for the ******************* going out of business? Do you not have access to any historical data pertaining to *******************, or do you only have access to accounts that are still paying? And if the ones who are still paying, will their accounts become omitted after paying the total amount? Because that is what seems to have happened in my case. 
      Sincerely,

      *************************

      Business Response

      Date: 05/08/2023

      If your account was paid prior to the company closing then it would not have been transferred to ** and we are unable to assist you. You would need to go to the *** and provide them with your contract or lease agreement and inquire if they would be able to assist you. We do not have your account information nor any documentation. 

      Business Response

      Date: 05/08/2023

      If your account was paid prior to the company closing then it would not have been transferred to ** and we are unable to assist you. You would need to go to the *** and provide them with your contract or lease agreement and inquire if they would be able to assist you. We do not have your account information nor any documentation. 

    • Initial Complaint

      Date:03/17/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Back in September, I got a call from *********** ******. It was Westlake Financial, asking me about my brothers contact information. I have not spoken to my brother in years. He DID NOT give them my number (as he doesnt have it anyways). I am on the Do not contact list and have submitted a complaint. It is INCREDIBLY invasive for a company to do this.

      Business Response

      Date: 03/20/2023

      Please provide additional information so that we may locate your brothers account and remove your phone number from his contact list. Please provide your brothers full name, phone number associated with his account, last 6 of VIN or email associated with his account. 

    Westlake Financial Services is NOT a BBB Accredited Business.

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