Business Profile
Financial Services
Westlake Financial ServicesThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
01/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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.Initial Complaint
01/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On July14, 2022 I was in a car wreck, the vehicle was financed through Westlake Financial. I called and spoke with them about the wreck, told them the car was totaled and gave them the insurance companies name. After the insurance and gap paid their amounts, I kept getting bills saying I owed more money, I called and spoke to an associate and was told I should attempt to call the I air ace company and tell them more money was owed to to see if they would cover it, I called and they sent most of what was owed. I called Westlake back to let them know the I dura ce company was sending a check and that should more than cover the settlement amount, they then said it would not and that I would be liable for the remainder of the loan. I hung up after getting extremely ugly with the associate and called another number of Westlake, this call took place on 11/22 at approximately 8:27 amPST and I spoke with a lady named A. ********, she said that if I paid the settlement amount that day that when the insurance check got there, they would either return it to the insurance company or send it to me. I called today 1/4/23 to check on the status of the check and was told the money went to them that any insurance payment goes to them after a settlement. I spoke with Peter Siu who refused to give me a supervisors contact information, I was told that I could call back if I needed to speak to a supervisor and then I was hung up on. This has been a headache since day one and it seems that they wish to take advantage of people while they are having a difficult situation. The insurance check in question is for $662.30 and should be returned to me as told by their associate. I asked them to pull the recorded call and listen to what I was told, I was told they have no access to those recorded calls.Business response
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
01/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I setup an electronic payment from my **** of America account to pay Westlake Financial on Dec 22, 2022. Payment of $8,907.49 was debited from my account on Dec 27, 2022. I have provided the confirmation number from **** of America to Westlake Financial and now they require a check number for the transaction. This electronic transaction does not create a check number. In a phone call with Westlake yesterday, Jan 2, agent said payment was never made. Emails to customer ********************** yielded zero relief as they checked with their IT **** to review any electronic anomaly; they confirmed no payment was received on my account on Dec 27. Westlake did confirm all other payments using the same BofA billpay service was received. Conference call with Westlake and **** of America this morning yielded no resolution though **** of America said they have th proof Westlake was paid.Business response
01/17/2023
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.pdfCustomer response
01/21/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
The attached evidence provided in Westlake's response includes information about case number *******, for *********************** of *******, ********; Westlake account ********.
This comes as no surprise, as I have endured gross incompetence in Westlake's handling of my complaint calls since December 27, 2022.
Would it be too much to request Westlake to provide a legitimate answer to my complaint,and forward me the refund and provide my clear title immediately? Or, should I contact *********************** in ******** in the hopes he has the response to my case, the account number, my address, VIN and make and model of my vehicle so we can trade information?Initial Complaint
12/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Coercion of disabled woman to sign duplicate contracts totaling three times the value of the vehicle. History of transaction/abuse: Given the vehicle on trade in with okay to possess vehicle that finance is secured, to return after weekend for final signatures, etc. Obtained insurance for vehicle and Kept vehicle over the weekend. followed by the call that financing fell through and to return the vehicle. Returned the vehicle to dealer to discover a loan was miraculously secured by Westlake Financial. Processed initial paperwork and one week later was requested to return to sales office to sign more paperwork. Arrived at office and told to sign two loan contracts with deep carbon imprint requested to ensure signature could be read, while meeting in a dimly lit room. Theft and carjacking of fully insured vehicle followed within months with no pay out from insurance, and hinderances and delay tactics when reporting to law enforcement.Business response
01/24/2023
Business Response /* (1000, 5, 2023/01/05) */ 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
12/28/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am not aware of this account. I have reached out to three Credit Bureaus and WESTLAKE PORTFOLIO ****************** to have this account removed from my file and they are continue to said the same excuse, which should no longer bearable. Regardless of all actions done on my end, there was no action from three Credit Bureaus. Thus, I am reaching out to seek assistance to have WESTLAKE PORTFOLIO MGM confirm that I have no account with them and that the three Credit Bureaus can simply remove it from my credit report.Business response
01/31/2023
Business Response /* (1000, 8, 2023/01/18) */ 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 as well as the account. In an effort to provide quality personal service, Westlake Portfolio Management has responded directly to the customer in writing 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 Portfolio Management directly at the contact information provided in the written response.Initial Complaint
12/27/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Westlake Portfolio Management has been void of communication as it pertains to issuing a refund totaling over $300 for my canceled BYTE account. The account originally cancelled in October in which they issued a refund, however it was sent to the wrong address. I called and advised the address it should've been sent to however a month later it had still not been received. Here we are now, having to have another check issued. I asked for it to be overnighted in which I was rudely cut off and advised it is not guarantee although they have made numerous mistakes in regard to getting me my check.Initial Complaint
12/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The biggest issue I have with Westlake Financial is the check or funds they sent to Capitol one for my vehicle refinance were insufficient/bounced which immediately affected my credit. I have spent the last several weeks trying to get the problem fixed but either get put on hold for hours, transferred to no one that can help or had my calls dropped. They now are contacting me for payments for money that were never received by my previous car loan company, Capitol One. When transferred again it went to the main menu and basically would have started another run aroundBusiness response
01/27/2023
Business Response /* (1000, 5, 2023/01/10) */ 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
12/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This occurrence is unknown to me. I have requested that this account be deleted from my file with three 3 Credit Bureaus and WESTLAKE FINANCIAL SERVICE , but they consistently offer the same excuse, which is no longer acceptable. This is a result of identity theft, and I have filed a complaint. Despite everything I did on my end, none of the 3 credit bureaus took any action. I'm writing to ask for help so that WESTLAKE FINANCIAL SERVICE can confirm that I don't have an account there and that the 3 Credit Bureaus can just take it off my credit record.Business response
01/27/2023
Business Response /* (1000, 5, 2023/01/10) */ 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
12/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My issue comes with their Title maintenance department. I bought the vehicle in FL I moved to WV. I go to the WV DMV and fill out a form to get my plates in WV. This was done at the end of November. After 2 wks I contact Westlake. They have no way to even tell me if they have or have not received the application. I call again today and they're claiming they have not received any request from the DMV regarding my application. I know this is false, as I had the DMV send them the application. Their internal policy states it can take up to 40 days for them to process a title application. This is beyond ridiculous. You get a title application form, you obtain the title, you mail it to the DMV. This process should take no longer than 2 weeks. I want this to be remedied immediately. To wait a month or longer to get plates in the current year is absurd and borders on manipulation of the mail system to open a door to charge more money to clients that pay off their loans.Business response
02/02/2023
Business Response /* (1000, 5, 2022/12/28) */ 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. Consumer Response /* (3000, 7, 2023/01/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received any correspondence from Westlake aside from a previously received document disclosing their 40 day policy. Business Response /* (4000, 9, 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
12/23/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I WAS BAMBOOZLED IN SIGNING UP FOR THIS SMALL LOAN THEY INFORMED ME THAT I NEED TO GIVE THEM MY BANKING INFORMATION FOR A ONE TIME PAYMENT, BAD MISTAKE WHEN MY FIRST PAYMENT WAS DUE IT WAS PAID ON TIME THEN THEY TOOK OUT ANOTHER PAYMENT FOR $215 , I IMMEDIATELY (MADE MY ACCOUNT OVERDRAWN) CONTACTED THEM FOR A REFUND , ITS BEEN OVER A MONTH AND A HALF STILL NO REFUND CHECK AFTER THEY INFORMED ME THAT IT IS IN THE MAIL , I BEEN CALLING AN THEY ARE TELLING ME THAT ITS IN THE MAIL, THEN THEY DEFERRED MY PAYMENT WITHOUT MY CONSENT , AN TOLD ME THAT THEY TOOK THE REFUND TO PAY FOR DECEMBER I SAID WHAT , I BEEN WAITING FOR MY PAYMENT AFTER YOU GUYS TOOK A ADDITIONAL PAYMENT OUT. THEY WERE RUDE AN UNPROFESSIONAL I JUST WANT MY REFUND BACK WHAT THEY PROMISED ME
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Customer Complaints Summary
2,402 total complaints in the last 3 years.
934 complaints closed in the last 12 months.
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