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:11/15/2022

  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 loan has been paid off since June 2022. They still have not sent my title nor will they send me a lien release form so that i can get my title. I've seen many posts that others have the same problem in some cases lasting years. They should not be able to do business if this is true. My car is being traded in and i can't get my new car because of their incompetence. Any help is greatly appreciated.
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/23) */
  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:11/14/2022

  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 8/12/22, my 2008 ********** was considered a total loss. My insurance, GEICO, sent me notification that they would pay for the cost of the vehicle. In September, I begin receiving phone calls and emails about late payment on the truck. I called GEICO to verify that the payoff was sent out and discovered that it was paid to the dealership, Posh Auto Sales. It was explained to me that Westlake failed to add themselves on the title. I immediately called Westlake to let them know and no one could help me! So I sent an email with all documentation that included the cancelled check, the total loss letter, and the signed form to transfer title to GEICO. As of today, 11/14/22, I have yet to get a resolution on this issue and it is affecting my credit unnecessarily to the point that I had difficulty getting another vehicle!
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/22) */
  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:11/14/2022

  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.

  Westlake Financials repo division called me threatening to reprocess my car and my bill isn't even 30 days late . It seems like they are trying to get over on me and was abnormal. A rude customer service representative named Mercedes W. refused to forward me to manager to rectify the situation. I recommend that the management team contacts me since I I have not missed a payment
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/11/18) */
  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:11/14/2022

  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.

  We purchased a vehicle that was financed through west lake financial in November 2021. There was no clear title for the vehicle purchased. The vehicle was actually STILL OWNED by someone else. In January, when we still hadn't received our real tags, I went to the dealership to talk to the owner, the dealership was closed.. We made several efforts to contact dealer without issue. In February, I went to trade in the vehicle as there were some issues and the new purchase would be a better fit for our family of 6. I went to the DMV and the SC Tax office to get the registration information for the dealer for trade-in. Guess what we found!? There was no evidence of the vehicle being sold to me--no registration, no filing of the sales tax we paid at purchase, nothing. But the tax office gave us an address for another location, so we went looking. No dealership there! So we called Westlake asking if they had a title so that we could register our vehicle and sort out the mess. We were told they cannot share any title information, that we must go to our dealer.. Again, the dealership had closed! Westlake financed the sale of an owned vehicle to someone else. From February to June 2022, we worked tirelessly to get Westlake and the closed auto dealership to help us with this issue. We have a vehicle in our yard that cannot have tags to drive because there was no registration and they will not release the title information (that they do not have). In July we filed a complaint with the DMV for dealer fraud, we received the registration and tags for the vehicle on August 5, 2022 for a car we purchased in Nov 2021. Westlake will not clear the loan and pick up the vehicle. They will come to get the vehicle and charge us with a repossession, but this is not our fault. Westlake will no longer correspond with us. The documents we've requested, have not been sent. Calls get transferred to a voicemail. Now 12 months after purchase, the vehicle still sits in our yard.
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/11/28) */
  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, 2022/12/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The only terms that will work for us is for the debt to be canceled and for WestLake to come get the vehicle. The vehicle has been secured in our back yard since February 2022. We attempted to trade in the vehicle at a dealership since the vehicle never received its tags. The dealership had us pay taxes on the vehicle to try to force the registration. The dealership still was not able to take the vehicle since it was registered to another owner. We received a subpar loan because of the open entry from WestLake. The vehicle has been taking up space in our backyard since that time. A police report was filed 04/04/22 and I contacted WestLake to provide them an update of the fraudulent sale. They informed me to email******************************************* while it was under investigation. They stated it would place the account on hold. We never received any further phone calls or correspondence from WestLake financial while we were working with the SC DMV for dealer fraud. Much to our surprise WestLake did not do what they said when we checked our credit report to show the account had been charged off despite no phone calls or correspondence from them. I did everything that was asked to try to reverse the wrong of a sale that should have never taken place. At the conclusion of the dealer fraud audit, I called westlake on 08/15/22 to tell them the closure of the dealer audit. **************** are informed that the vehicle has been charged off and reflects a negative impact on their credit report. **** explains that he did as he was asked on 04/23/22 and that they received no further notices from Westlake Financial. The statement is ignored and **** is blind transferred to another individual that is better suited for the call. The individual states that **************** "must wait for the process to complete" to
  see if they would be forgiven the debt. He states that the dealership was asked to buy back the loan but that the dealer was unable to pay due to multiple claims against him. The rep then states that in the meantime the debt is our responsibility. **** then asks to speak to a manager regarding the situation. **** is transferred to a manager. **** informs her of the situation and the manager asks **** what he would like to happen. **** states that he would like for them to get the illegal vehicle that has been
  sitting on their property and charge it back to the dealer. The manager states that they could pick up the vehicle and sell it at the auction but that **************** would be responsible for anything short of paying off the debt. **** said that he would not pay for a vehicle that they could not legally drive for eight months and that the vehicle has been replaced by a legal vehicle. **** asks the manager if she would pay for a vehicle that she could not
  legally drive. She responds back stating "I do not drive,*************". The manager again asks how ****
  would like to proceed. When **************** re-iterate the same to take the vehicle and charge the difference back to Excel Auto, the manager hangs up on ****. In total it was a 59-minute call that started at 4:44 PM and ended with the manager hanging up at 5:43. **** made several calls to Westlake asking them to send a copy of their payment history and any documents that they signed. WestLake neglected to ever send us any of the requested paperwork. Bottom line the sale should have never been authorized if somebody else still had ownership of the title. We tried to correct the issue and was hit with a subpar loan on the replacement vehicle. We followed westlake's request and they still charged off the account. Negatively impacting our credit with no correspondence while we house their vehicle. Please come get the vehicle and remove the debt from our name.
  
  
  Business Response /* (4000, 9, 2022/12/16) */
  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:11/13/2022

  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.

  I am filing this complaint due to the simple fact that Westlake Financial Services is asking for their monthly payment of $400.89 on a car that is currently not working. Their extended warranty partner has failed to honor my contract in regards to repairs for my car. The car has not been working for over a month. I paid my October payment in good faith that my car would be repaired within a reasonable time. Westlake hasn't even offered to cover a rental car.

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/11/30) */
  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.

• Initial Complaint

  Date:11/12/2022

  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.

  I am not aware of this account. I have reached out to EQUIFAX Credit Bureau, and with WESTLAKE FINANCIAL SERVICES to have this account removed from my file and they are always saying the same excuse, which is no longer acceptable. I have filed this as an outcome of Identity Theft. Regardless of all actions done on my end, there was no action from EQUIFAX Credit Bureau. Thus, I am reaching out to seek assistance to have WESTLAKE FINANCIAL SERVICES confirm that I have no account with them and that the EQUIFAX Credit Bureau can simply remove it from my credit report.
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/22) */
  Please see attachments

• Initial Complaint

  Date:11/10/2022

  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.

  I was told on the phone after my car was repoed that they would take care of/ waive my repo fee. When I logged into my account today I found they put it on my loan. They were not truthful and did not explain the whole situation to me.
  

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/11/18) */
  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:11/09/2022

  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.

  I've relocated from New York City to Georgia and have been trying to register my vehicle since May2022 . Westlake has not been compliant with numerous request from dmv to provide prof that they have a tittle in hand in order for me to register my vechile. I've place numerous calls and sent multiply request to no avail. I'm paying g monthly for a car that I can't register . First they lost my tittle and now that they received the replacement they are not helping me . Please I need help.
  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/11/14) */
  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:11/08/2022

  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.

  Westlake Financial had me paying fees through Bitcoin for a Loan that totalled over $5000, I filled a report before and ********** emailed me and said that he wanted to make things right by giving me my refund. He did nothing of the sort, he told me to download an App called Sumcoin to refund me what I had list. Once I did he sent the Bitcoin there but told me that I couldn't cash out unless I sent him another $860 he had me download an app that was fake. So I'm still fighting to get my money back that he stated he would refund as he knows his Company did me wrong.
  

  Business Response

  Date: 12/06/2022

  Business Response /* (1000, 5, 2022/11/10) */
  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.
  
  
  Consumer Response /* (3000, 7, 2022/11/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  How do I submit 70 plus pages of emails and CashApp transactions that show money going out per the request of the emails,and their rudeness. Then admitting that they needed to do right by me because I filed a previous compliant.
  
  
  Business Response /* (4000, 9, 2022/11/29) */
  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 /* (4200, 11, 2022/12/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They have not responded to me.

• Initial Complaint

  Date:11/07/2022

  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 august 4th 2022 the insurance company of the person who totaled the car I had a loan on with westlake paid off my account in full with $624 left over. It's November 7th and I've not only gotten no check but no help either! I've been thrown around every loop and no one seems to know what they are doing! I've had probably 7 requests for an update sent in the last 2 months and there still hasn't been an update. I feel like I'm not asking for much I just want my check! No supervisor knows what to do either! At this point every time I call they say theres nothing more that they can do. There's no corporate number to call either to try and get this handled. I'm at my wits end here and I'm about ready to just file a lawsuit, which is ridiculous for such a small amount of money! But it's just the principle at this point , how does none of your staff know how to send a check? I advise anyone and everyone to never take a loan with them no matter how desperate you are.
  

  Business Response

  Date: 11/30/2022

  Business Response /* (1000, 5, 2022/11/10) */
  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.