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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 12 locations, listed below.

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    Customer Complaints Summary

    • 2,389 total complaints in the last 3 years.
    • 938 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:01/13/2023

      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.
      Hello my name is ******* and I just had the worst experience with this bank two months ago I bought a car from a dealer, this dealer to be exact on November 10 at 11 days on November 21, 2022 the car started to fail, nobody gave an answer in the month of December they no longer existed and they had sold me a guarantee for 2000 dollars that was not there, they scammed me I called the Westlake Financial bank and they did not help me much the information that they constantly gave me changes to finally tell me it has I have to send a letter from the mechanic saying that he has the car to see if it was fraud, I sent everything they asked me for, a certificate from two mechanics and all the evidence that I had in my possession and today I called and they told me it is not rejected and I but how did I They can help and the answer was you bought the car, it's your fault, it's the worst bank, they don't guarantee anything, the car is bad, it doesn't work and I have to keep paying them, don't believe these people. Thank you

      Business Response

      Date: 01/30/2023

      Business Response /* (1000, 5, 2023/01/17) */ Thank you for bringing this matter to our attention. Westlake Financial Services ("Westlake") values its customers and takes each complaint seriously as an opportunity to assist and service customers more effectively. Westlake has reviewed the customer's concerns and has responded directly to our customer and the BBB, in writing. Should the customer have additional questions or concerns, he or she may reach Westlake directly at the contact information provided in the written response.

    • Initial Complaint

      Date:01/13/2023

      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.
      WESTLAKE FINANCIAL SERVICES STOLE "MY" MOTOR VEHICLE from in front of "my" home. They purchased "my" promissory note from ********* which is illegal. "I" don't owe them any money on the alleged debt because all debt is the obligation of *************. HJR 192, 14th Amendment section 4, 31 C.F.R 357:13, 18 U.S.C 8

      Business Response

      Date: 01/30/2023

      Thank you for bringing this matter to our attention. Westlake Financial Services ("Westlake") values its customers and takes each complaint seriously as an opportunity to assist and service customers more effectively. Westlake has reviewed the customer's concerns as well as the account. In an effort to provide quality personal service, Westlake has responded directly to the customer in writing and that response has been uploaded here. Should the customer have additional questions or concerns, he or she may reach Westlake directly at the contact information provided in the written response.
      See Attachment/File: ******** *********************** RESPONSE SENT 1.30.23

    • Initial Complaint

      Date:01/11/2023

      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 tender payment for collection and setoff To Westlake financial services. They have not honored it. Neither have they returned the tender which was issued for payment. Next I issued a rescission notice to remove all consent and liability to perform. Informed the cfpb about the unfair practices of this company. I've issued all the proper documentation but have yet to receive. Any feedback on dial tones

      Business Response

      Date: 01/13/2023

      Thank you for bringing this matter to our attention. Westlake Financial Services ("Westlake") values its customers and takes each complaint seriously as an opportunity to assist and service customers more effectively. Westlake has reviewed the customer's concerns and has responded directly to our customer and the ********************, in writing. Should the customer have additional questions or concerns, he or she may reach Westlake directly at the contact information provided in the written response.
      See Attachment/File: ******** - ***************************** - Response.pdf

      Customer Answer

      Date: 01/19/2023

      (The consumer indicated he/she DID NOT accept the response from the business.)
      Due to issues on the promissory note and acceptance of tender without recourse. Westlake financial board of directors won't respond to me in writing or phone calls. ********************* c.f.o hasn't returned any letters or calls concerning the matter. They assumed I'm the liability of none performance when the obligations of contracting requires the creditor which is me and the seller to work together with collection and setoff of the account and any amount due can be paid at maturity. I've also issued documents below they are issued by homeland security which states I'm no a citizen but a creditor am a proud American.
      See Attachment/File: ********************************

      Business Response

      Date: 02/02/2023

      Thank you for bringing this matter to our attention. Westlake Financial Services ("Westlake") values its customers and takes each complaint seriously as an opportunity to assist and service customers more effectively. Westlake has reviewed the customer's concerns and has responded directly to our customer and the ********************, in writing. Should the customer have additional questions or concerns, he or she may reach Westlake directly at the contact information provided in the written response.
      See Attachment/File: ******** - *************************** - Rebuttal Response.pdf

    • Initial Complaint

      Date:01/10/2023

      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 have been trying for a month to get a lien release from Westlake to refinance my vehicle. Westlake told me they would only release it to the company I was using to refinance my vehicle. They gave me all of the information they needed from the new finance company to complete the process. Today, I got a call from the new finance company telling me Westlake would only give the lien release to me. This game they are playing has delayed me from refinancing my vehicle by 2 months. It's not at all fair for them to hold my lien hostage. But if I were to miss a payment or was late with one. They would be blowing my phone up.

      Business Response

      Date: 01/16/2023

      Thank you for bringing this matter to our attention. Westlake Financial Services ("Westlake") values its customers and takes each complaint seriously as an opportunity to assist and service customers more effectively. Westlake has reviewed the customer's concerns and has responded directly to our customer and the ********************, in writing. Should the customer have additional questions or concerns, he or she may reach Westlake directly at the contact information provided in the written response.
      See Attachment/File: Complaint

      Customer Answer

      Date: 01/19/2023

      (The consumer indicated he/she DID NOT accept the response from the business.)
      Because the new finance company also attempted to get the lien release with information a Westlake CSR gave me to give to them because I was told Westlake would not give it to me. Westlake responded to the new finance company that they would only give it to me. Secondly, I have been notified that Westlake has not completed the title work for me car and it still has Santander as the lien holder for the car.

      Business Response

      Date: 01/30/2023

      Thank you for bringing this matter to our attention. Westlake Financial Services ("Westlake") values its customers and takes each complaint seriously as an opportunity to assist and service customers more effectively. Westlake has reviewed the customer's concerns and has responded directly to our customer and the ********************, in writing. Should the customer have additional questions or concerns, he or she may reach Westlake directly at the contact information provided in the written response.
      See Attachment/File: Rebuttal 1.25.23

    • Initial Complaint

      Date:01/10/2023

      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, I purchased a vehicle from westlake auto finance I put ****** down on my 2022 Kia ** I only had the car for about 2 weeks. October 29, 2022 I was parked dropping friends off and was hit by a driver who "fell asleep" on his way to work my car was taken to a tow yard to store because it was not drivable after the incident. From October to December I've had no updates on where my car is , or if it was moved, sold, I have no clue there is no communication via leanholder or insurance. It is now January 10th, 2023 I've contacted every one under the sun about this incident and have yet to get answers. No one can seem to find my vehicle that I've been paying on since October and no one is caring that I've lost literally everything because of this. I now have no job, no home , and my account is in a negative balance from westlake informing me that they cannot locate my vehicle and STILL keeping the contact open. there is nothing stating that my car was even in an incident on westlake's end. Upset isn't the word I would use to describe the pain & suffering I've endured. I'd appreciate help if this is something you can assist with. Thank you

      Business Response

      Date: 01/25/2023

      Thank you for bringing this matter to our attention. Westlake Financial Services ("Westlake") values its customers and takes each complaint seriously as an opportunity to assist and service customers more effectively. Westlake has reviewed the customer's concerns as well as the account. In an effort to provide quality personal service, Westlake has responded directly to the customer in writing and that response has been uploaded here. Should the customer have additional questions or concerns, he or she may reach Westlake directly at the contact information provided in the written response.
      See Attachment/File: ******** ************************* RESPONSE SENT *******.pdf

    • Initial Complaint

      Date:01/09/2023

      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 bought a vehicle service contract # and name ******** secure one from ***************** *************************************** on Dec 31 2021. The contract was for ****** miles and *************************************************************************** Inc.1476 *************************************************************************. Tel: **********.Marathon Administrative is owned by Marathon Group ****************************************************************. Tel: **********. When I called Marathon Administrative for service I got a company called Secure One. My complaint is regarding 2008 Jeep Wrangler Sahara vin # *****************. I bought it with ******* miles. I took the vehicle to a mechanic to check out an overflow of coolant from the overflow bottle whenever I tried yo use the heat. The mechanic advised me that there was a problem with the vehicle cylinder heads causing hot gases to leak into the vehicle's cooling system causing the overflow of coolant. The mechanic contacted the vehicle service warranty company twice and I myself contacted them twice. On all occasions the service company denied our request to pay for service. When the mechanics pulled the cylinder heads they determined that the heads themselves needed to be replaced and not just new gaskets. After replacing all the necessary engine parts and repairing my hvac I'm left with a bill of $3358.30. In addition I've incurred costs of roughly $3000.00 in rental car and ride share. I'd like help recouping These coats from the below parties:1)Marathon ***************** Inc**********1476 ******************************************************************* 622692)Marathon Group**********1331 ******************************* ** 770103)Secure One ***********)*********************** 4708223130Atlanta Best Autos3435 ****** ******************************************** **********

      Business Response

      Date: 01/12/2023

      Thank you for bringing this matter to our attention. Westlake Financial Services ("Westlake") values its customers and takes each complaint seriously as an opportunity to assist and service customers more effectively. Westlake has reviewed the customer's concerns and has responded directly to our customer and the ********************, in writing. Should the customer have additional questions or concerns, he or she may reach Westlake directly at the contact information provided in the written response.


      See Attachment/File: Complaint

      Customer Answer

      Date: 01/25/2023

      See Attachment/File: Rebuttal.msg

      Business Response

      Date: 01/26/2023

      Thank you for bringing this matter to our attention. Westlake Financial Services ("Westlake") values its customers and takes each complaint seriously as an opportunity to assist and service customers more effectively. Westlake has reviewed the customer's concerns and has responded directly to our customer and the ********************, in writing. Should the customer have additional questions or concerns, he or she may reach Westlake directly at the contact information provided in the written response.

      See Attachment/File: ******** - Nkosi Mbwana -REBUTTAL RESPONSE SENT *******.pdf

      Business Response

      Date: 01/30/2023

      Thank you for bringing this matter to our attention. Westlake Financial Services ("Westlake") values its customers and takes each complaint seriously as an opportunity to assist and service customers more effectively. Westlake has reviewed the customer's concerns and has responded directly to our customer and the ********************, in writing. Should the customer have additional questions or concerns, he or she may reach Westlake directly at the contact information provided in the written response.

      See Attachment/File: ******** - Nkosi Mbwana -REBUTTAL RESPONSE SENT *******.pdf

    • Initial Complaint

      Date:01/06/2023

      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 am filing for bankruptcy and my lawyer has requested a lien title for my car. The Texas Department of Motor Vehicles requires permission from the lien holder in order to access the lien title. WestLake Financial absolutely refuses to give this out to myself, my lawyer, or Texas Department of Motor Vehicles.

      Business Response

      Date: 01/30/2023

      Business Response /* (1000, 5, 2023/01/11) */ Thank you for bringing this matter to our attention. Westlake Financial Services ("Westlake") values its customers and takes each complaint seriously as an opportunity to assist and service customers more effectively. Westlake has reviewed the customer's concerns and has responded directly to our customer and the BBB, in writing. Should the customer have additional questions or concerns, he or she may reach Westlake directly at the contact information provided in the written response.

    • Initial Complaint

      Date:01/05/2023

      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.
      08/01/2022-reported car stolen 11/15/2022-***** sent check (more than 95% of the loan is paid) 12/8/2022 remaining documents sent to gap insurance WestLake did not contact me when they went and took the care back from police custody. They want me to pay storage/tow fees Are tryin to put a default repossession on my credit for a supposed service contract I got through the dealer that gives a remaining balance on the car loan

      Business Response

      Date: 01/27/2023

      Business Response /* (1000, 5, 2023/01/09) */ Thank you for bringing this matter to our attention. Westlake Financial Services ("Westlake") values its customers and takes each complaint seriously as an opportunity to assist and service customers more effectively. Westlake has reviewed the customer's concerns and has responded directly to our customer and the BBB, in writing. Should the customer have additional questions or concerns, he or she may reach Westlake directly at the contact information provided in the written response.

    • Initial Complaint

      Date:01/05/2023

      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 entered into a contract with Westlake Financial Services incompetent. But when my vehicle did work from day one, and the company threatened me to pay them for a vehicle I didn't even have due to it being in the shop. So i began to do research on Westlake Financial Services. Soon finding out that they aren't license to Transmit Money in California as well as Finance in California. They do not obtain the proper License to do so, which is breaking the California Lenders License Law and the California Money Transmitter law. They charged off my account but still call me and harass me for money and threaten me to pay them.

      Business Response

      Date: 01/30/2023

      Business Response /* (1000, 5, 2023/01/17) */ Thank you for bringing this matter to our attention. Westlake Financial Services ("Westlake") values its customers and takes each complaint seriously as an opportunity to assist and service customers more effectively. Westlake has reviewed the customer's concerns and has responded directly to our customer and the BBB, in writing. Should the customer have additional questions or concerns, he or she may reach Westlake directly at the contact information provided in the written response.

    • Initial Complaint

      Date:01/04/2023

      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.
      Terrible and unreliable customer service. Huge delays for receiving an response regarding the recovery of my vehicle. I have spoken to many representatives and I strongly believe that I am being discriminated against after the service I've received. The representatives repeatedly disconnect the calls. I am provided false information and placed on hold for over 40 minutes each time. After providing information Over and over to Each representative I am still at a stand still. They are very unprofessional and unethical. The request to have my vehicle recovered back to me was submitted 12/15/2022. I've been provided so much false information from this company regarding the status of this situation. Sincerely, ***********

      Business Response

      Date: 01/31/2023

      Business Response /* (1000, 6, 2023/01/19) */ Thank you for bringing this matter to our attention. Westlake Portfolio Management values its customers and takes each complaint seriously as an opportunity to assist and service customers more effectively. Westlake Portfolio Management has reviewed the customer's concerns and has responded directly to our customer and the BBB, in writing. Should the customer have additional questions or concerns, he or she may reach Westlake Portfolio Management directly at the contact information provided in the written response.

    Westlake Financial Services is NOT a BBB Accredited Business.

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