Complaints

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.

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On or about the first week of November 2024 I spoke to a customer service representative at ***************************************** who is affiliated with Westlakes Financial. I requested a deferment of my October payment and was told that could not be done as I would need to make a payment first then a extension could be processed. I advised the representative that I had gotten a new job and my first paycheck was not until November 15, 2024. He advised he would set it for the 12th I repeatedly told him not to because I was not going to be paid until November 15 and the payment would return. Unbeknownst to me - the payment supposedly processed and was returned. I had not realized the payment was still sitting in my account until I checked my account on November 30 and realized the payment was still there. I attempted to make my payment on line but the company blocked me from being able to do so. I attempted to call the company as according to their website they were open and was not able to speak to anyone as they were actually closed. My vehicle was repossessed 12/1/2024. Had i been able to make the payment on line and not been blocked I would have been able to prevent the repossession. I spoke to the owner **** ****** and ***** ******** and they were both rude and nasty and not wanting to admit their wrong doing. i AM ALSO A VETERAN AND WILL BE FILING A COMPLAINT WITH THE VA.

  Business Response

  Date: 12/04/2024

  Thank you for bringing this matter to our attention. Western Funding **** values its customers and takes each complaint seriously as an opportunity to assist and service customers more effectively. ***************************************** has reviewed the customers 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 Western Funding directly at the contact information provided in the written response. 

• Initial Complaint

  Date:11/18/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 purchased a car in January 2024 and it was financed by Western Funding **** I believe this company is a predatory company that preys on desperate people in their most vulnerable time. I have paid every single outrageous payment ON TIME since I purchased this car. I had the payment moved once because I had just had surgery and hadn't worked. That was a complicated process. Still PAID the note on time on the new payment date. Here comes November. I had a slight setback in healing after a fall and so I called to see if I could just move the payment to the end of the contract. Well the answer was NO. My account was NOT past due which means I didn't qualify for moving my payment. I was told my account had to be past due first. Why would a company want you to be past due before offering help if it wasn't about the ability to charge MORE FEES. Why wouldn't they want to work with a customer to prevent the account from becoming past due? Well today I called because now my account is a day late. I get an a****** that answers the phone. I told him what was going on from the previous call and he was like are you making a payment your account is a day late. I told him I had already called and I was expecting the confirmation email with the extension request information. Then he goes on a tangent about it takes two days to process this and keep in mind if payment is 10 days late they will COME AND GET YOUR CAR. So time is of the essence. Two days to process and then they make you set up a payment for the future then charge you to do so in order to process the extension. They talk slick and fast and are offended when you ask them something that requires an explanation of their policies. It's like they want you to default on the loan and take the car so they can sell it again. Can the BBB get to the bottom of their policies and the law and see what crimes are being commited? I know companies work with consumers but NOT these people.

  Business Response

  Date: 11/19/2024

  Hello,

  Please see attached response.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22571215
  
  I am rejecting this response because:

  I called three times on Monday with no answer to my request. As I said in my initial complaint I was told if payment is not made in 10 days they would pick up my car. Who wants to take that type of chance of waiting days to hear about an approved extension with a window as small as 10 days? In fear I had my son pay it for me to keep me from losing my car. If it is indeed approved for the extension then the payment I paid on 11/18/24 SHOULD be applied to December payment if the extension was approved. The threat of having my car taken when I've paid on time every month and while im  recovering from surgery is stressful. I understand it's a courtesy but it's on your website as an OPTION. Also the fact that you have to be past due to get assistance instead of stopping it in advance is not in the consumers best interest. I'll wait for a reply in regards to the payment my son made being applied towards December since the extension was approved. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/22/2024

  Hello,

  Please see attached rebuttal response.

  Customer Answer

  Date: 11/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This particular situation started on 4/17/24 and is an ongoing issue. My car is in fact, paid for. Actually, Ive paid more than owed for the 2008 Camry. I didnt miss any payments on the loan, but they are charging me a storage fee for MY Car that they moved. Hopefully, all calls are recorded from this company because what Im about to say should be documented. 2 days, on the 19th I believe, I was contacted by western funding that they were about to remove my car from the tow yard that the trooper sent it too. I told them during that phone call, Do not remove/tow my car from that lot. I will come by to pick it up today When I arrived to that tow yard, my car was gone. From that point, my car was moved to police storage, then to another tow yard. When I found out it was with JSO, the police, they said only western funding could claim it!!! It was later moved to another tow yard!! Incurring charges!! I didnt have the money to get the car, but still paid the note on time..smh the entire time, I have equity in the vehicle, and they wont total it, only rack up fees. I call again 2 months Later to try and settle things, and the car is towed to *******, 2:30 minutes away!! Still racking up fees!! My statements read 33 of 34 payments 2 out of 3 statements, one Ive already made, the other 2 are for towing that shouldnt have happened. On top of all that, where is the car?? Either cut me a check or take the vehicles equity and settle the account.. If you guys still have the car.The amount paid on the vehicle including interest is over the amount that was agreed on during financing.

  Customer Answer

  Date: 11/26/2024

  The car was moved after an accident, to a tow yard and sat for a day and a half before being moved by western funding. 

  Business Response

  Date: 11/28/2024

  Please see attached response.

  Customer Answer

  Date: 12/01/2024

  I was told by western funding that they sold my car as well at auction.

  Customer Answer

  Date: 12/01/2024

  Also, the vehicle wasnt impounded. The vehicle was towed then removed as stated above, before I could remove it on the exact same day. Which was indeed predatory. Ill add the tow paper to prove the car was not impounded, only towed to a tow yard. This is extremely unfortunate.

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22558035
  
  I am rejecting this response because: 

  the car was moved within a timeframe that didnt allow me enough time to pick it up post accident. Western funding keeps phone records, and they have that call of me telling them I will pick up that car the same day it was impounded by them. Also, I have the original tow yard paper from the officer post accident, stating it was moved. Western funding is trying to recover the cost from towing the car multiple times, just because of the *** claim. (Which was denied due to the equity I had in the vehicle). Make no mistake, I was paying for 3 cars at once and only have one in my possession. What Western funding is trying to do is wrong. If you check the dates and prices of everything.

  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/09/2024

  Please see attached response. 
  
  

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22558035
  
  I am rejecting this response because:
  If youre going to use the contract in that way, then denial of paying out the *** will be the reason for my complaint going forward, and I will ask that you return the *** payments or honor the agreed contract VIA *************. Not avoid paying it due to the equity I held in the vehicle at the time. Anything else regarding the subject can be resolved within the proper state department. Ill make the next payment soon, and have the BBB direct me to the correct state department to investigate this issue, as well as my congressman so I can recoup all funds from the accident to the closing date of the account. As a veteran, we should not be subjected to these predatory practices.
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/22/2024

  Please see attached response. 
  
  

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22558035
  
  I am rejecting this response because:

  
  I had equity at the time of loss of the vehicle. I met all the terms necessary for GAP to be paid out on the vehicle. GAP was not paid out because of me having equity in the vehicle, which is completely unacceptable. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 01/08/2025

  See attached

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22558035
  
  I am rejecting this response because:
  No GAP coverage was paid out, and the car was moved in a predatory fashion, in order for me to owe Westlake funding. 
  I will continue to decline the same letter that you keep sending, I have time for this issue to mediation or the correct Governing body in the state of *******. You guys have an opportunity to do the right thing, its fairly obvious based on the time table of events, removing my vehicle by moving from the tow site post accident would put me in a longer contract. Unfortunately, all calls are monitored and recorded, so if a call is requested through the courts, via subpoena, its not illegal. The car wasnt towed yet, Your clerk told me they were moving it, I told her Im coming to pick it up this afternoon. The car was gone when I arrived. I arrived before 1 pm that day.

  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Over charging me for a 2015 jeep Patriot still saying I owe ****** and I paid almost ****** on it already

  Business Response

  Date: 11/04/2024

  Please see attached response. 
  
  

• Initial Complaint

  Date:10/23/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 purchased a vehicle through western funding on July 5th,2024. I purchased ************* as well. My car became a total loss after hitting a deer mid August 2024. The amount left on my loan on the total loss date was a little over $12,200. My insurance paid a little over $11,100. I contacted the company to arrange the gap payment for the remainder of my loan. My balance was never paid, and my account has become way overdue, and is negatively impacting my credit. They agreed to defer the first late payment for me so I wouldnt be negatively impacted while they were working things out. Now theyre trying to tell me having a deferred payment and missed payments on my account is a problem. When those happened way after the total loss date, only because they wont do their part. When Im not constantly being hung up on, Im being told a million different things. One employee told me gap insurance wasnt going to do anything because I had a warranty check of a little over $1400 coming and that will pay off the remainder of my loan, plus a little for me to pocket after. That never happened, and my payments remained late. Another employee told me gap insurance only covers a certain amount, and I still owe. Yet another employee told me theyre not sure whats going on because my gap should cover the remaining amount. Another employee told me gap isnt going to do anything, because there is nothing for gap to do, since my insurance paid the $11,100 and warranty covered $1400. I said if thats the case HOW do I still owe? $11,100 plus $1,400 is $12,600 and my loan was only $12,200. (Rounding down these numbers) Please make this make sense. Use the gap that I purchased to pay off the remainder of my loan and erase the negative marks on my credit. This isnt fair, and its extremely impacting my ability to get another car.

  Business Response

  Date: 10/23/2024

  Please see attached response and supporting document.

  Customer Answer

  Date: 10/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:10/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 open a loan for my truck two years ago. I have automate payment withdraw to pay for my monthly payment of ($334.03) per month. I notice they had took out a extra payment in the month of August totaling ($668.06). I have called them and sent several emails for them to credit my account for the extra payment of $334.03. I spoke with the following two employees ******** ******** and Mrs. ***************** and she was going to have this corrected.

  Business Response

  Date: 11/06/2024

  Please see attached response. 
  
  

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22450229
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 11/07/2024

  The reason why Im not accepting this is because I have the proof on paperwork from my bank. That two payments were withheld out of my checking account. One was refunded from my bank already and the other one was supposed to be for my payment for my truck. I had two withdrawals And I have two different transaction numbers on both amounts that was withdrawn from my account on August 13 of 2024. Its been 90 days almost and I would gladly appreciate this company if they would get their act together and get this solved because they did receive my money , and I have witnesses and paperwork from my bank stating that they did receive my money on August 29 of 2024 I spoke to supervisor **** ******* on September 11, I spoke to another supervisor her name was **** ******. Turn on September 20 I spoke to another supervisor ******** Ryheal. All three supervisors told me that Western Funding did receive my money and that their system was messed up or hacked and it happened to other accounts. Also not just mine. I think its fair that Western Funding replaces my money since these three supervisors told me that on a recorded line.

  Customer Answer

  Date: 11/13/2024

  These are photos that I have selected that Ive gotten from my bank. Theres two different transaction numbers where it shows that Western Funding did receive my payments and they have not credited me one payment. I received one of the payments back and the other one got lost in their system somewhere between their bank, **************** and their system Western Funding, please feel free to send me another message at any time but this is the information that I have and I would like to get this settled as soon as possible thank you 

  Customer Answer

  Date: 11/13/2024

  These are photos that I have selected that Ive gotten from my bank. Theres two different transaction numbers where it shows that Western Funding did receive my payments and they have not credited me one payment. I received one of the payments back and the other one got lost in their system somewhere between their bank, **************** and their system Western Funding, please feel free to send me another message at any time but this is the information that I have and I would like to get this settled as soon as possible thank you 

  Business Response

  Date: 11/20/2024

  Please see attached response. 
  
  

• Initial Complaint

  Date:10/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 inquired with Western funding about why my account is showing a missed payment. They claim my contract with signed for April but refused to provide proof payment was due in May and I paid it in April so I was ahead a month so I didnt have to pay June. When I asked them to provide proof with Aprils statement, they are claiming they dont have it. I dont understand how that can be.

  Business Response

  Date: 10/10/2024

  Please see attached response and supporting documents.

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22392080
  
  I am rejecting this response because I physically signed the contract where is the contract with my actual signature that was faxed over. Not an electronic signature. Please send the ***** statement it was not attached.
  
  Sincerely,
  
  Le-****** *****

  Business Response

  Date: 10/30/2024

   

  Hello, 

  Attached is our response to the complaint rebuttal, along with a copy of the contract.

  Sincerely,
  
  ***** ********
  Customer Assistance Associate

   

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22392080
  
  I am rejecting this response because: There has never been an April statement on the website nor is there an option to locate one. Can you please send me a copy of Aprils statement since I should have one
  
  Sincerely,
  
  Le-****** *****

  Business Response

  Date: 11/08/2024

   

  Hello, 

  Attached, you will find our response along with a copy of the earliest billing statement we are able to provide based on your request.

  Sincerely,
  
  ***** ********
  Customer Assistance Associate

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22392080
  
  I am rejecting this response because: as a business you are supposed to keep accurate records you were telling me I owe $327 for April but you have no record of me owing April or a statement for April that makes no sense and then expect me to pay an extra $327 just because you say I owe it without valid and accurate documentation that is unacceptable. and although it might not be a requirement for you to send statements, it should be a requirement for you to keep accurate statements and documentation which you do not have. Clearly the contract has an error on your part. My first payment was due in May, which is why you dont have an April statement.
  
  Sincerely,
  
  Le-****** *****

  Business Response

  Date: 11/18/2024

  Please see attached response. 
  
  

• Initial Complaint

  Date:09/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 not liable for this debt with H AND ******** II, I do not have a contract with WESTERN FUNDING **** they did not provide me with the original contract as i requested.

  Business Response

  Date: 09/20/2024

  We are unable to locate under your name, phone number or email provided. Please provide the account you are disputing. 

• Initial Complaint

  Date:09/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 writing to dispute an unauthorized account that has appeared on my credit report. I am a victim of identity theft, and this account was fraudulently opened in my name. I have filed a complaint with ***************** in relation to this issue.Details of the account in question:Creditor Name: WESTERN FUNDING *** Opened Date: 10/25/2017 Account Number: ******** I request an investigation into this matter and that this account be removed from my credit report. Please acknowledge receipt of this dispute and inform me of the steps being taken to resolve the issue.Thank you for your time and support.

  Business Response

  Date: 09/20/2024

  Please see the attached document in reference to your complaint.

• Initial Complaint

  Date:09/16/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 not liable for this debt with WESTERN FUNDING **** I do not have a contract with the collection agency stating that I will pay them or owe them any money they did not provide me with the original contract as I requested.

  Customer Answer

  Date: 09/16/2024

  I uploaded a T-Mobile bill as proof as address. My current address is not on my ID.  I am not responsible for this debt with WESTERN FUNDING **** I do not have a contract with the collection agency stating that I will pay them or owe them any money they did not provide me with the purchase agreement as I requested. This company has been reporting charge off on my credit report for months when this was closed last year. Thats inaccurate and I want this account removed from my credit report. It should be not reporting charge off every month. This account has violated my rights according to the ****.

  Business Response

  Date: 09/20/2024

  Please see attached.