Westlake Financial - Los Angeles, California

Adedoyin A.

Seems like everyone had issues paying off their car balance in full over the phone. I called them to pay off my 2018 vehicle. Balance was a bit over 7k. I did not change my form of payment from what is on file and how I was making my timely payments over the past months (please keep this in mind). When making it, they did not tell me to mail in a check, or get a cashiers check, they happily took the full payment over the phone. A week later I called to make sure everything was ok and when to expect my title. They told me the payment was under suspicious investigation and would take another 30 days to confirm. Mind you, payment has completely posted from my account AND IT IS THE SAME ACCOUNT I HAVE USED FOR ALL MY PREVIOUS PAYMENT. I made my payment 3/18. They are now telling me that I have to wait till MAY to receive any documentation that the car has been paid off in full and is mine.

I was so happy paying this car off, just to now be burdened by unclear rules, even though their website clearly states that the title would be sent within 10 business days after payment of car. Everyone I spoke with at customer service has had a different timeline for me and at this point it is ridiculous.

David T.

Gotta be the one of the worst Financial Institutions to supply loans. Bought a car in 2018 had some legal trouble beginning 2019. Payments were still being made never late and for some weird reason they decided to repo the car without even notifying me of delinquency (which I wasn’t). Didn’t even know the car was repossessed (which is illegal) until I went to get the car from tow yard that notified me they repossessed it. Why did they repossess? Seems to be an unanswerable question to their illiterate customer service. Paid excessive fees to get the car back. And still ended up paying it off sadly. Since then I’ve had multiple car loans thru other lenders it’s just really hard to get the best rates and outstanding lenders because of a repo ding that shouldn’t even be on my report! Just be warned before thinking westlake is the only one to approve your loan. Check credit unions.

Anne M.

I had made a payment by mail like we usually do, they stated that they never received the check. So we called to make a payment over the phone was charged a late fee. They were rude when we were telling them about this situation. We called our bank to cancel that check that we mailed. The very next day the missing check was cashed by them. So they got double paid. Our bank is looking into this issue. We never been late on our car payments.

Michael W.

I was in an auto accident in August 2024. The car was totaled. I had gap insurance on my car no cancellation notices nothing of the sort. My insurance sent them a check for 6000+ and then my gap insurance paid out some ridiculously small amount of $1100. I noticed today on my credit report that they’re saying I still owe $11,000 on the car I called them the gentleman who I spoke to who barely spoke English told me that I owe $11,000 on the car and how would I would like to make those payment I told him I had gap insurance and that you received an insurance payment. He got very rude and said insurance payment. How much was it? I said I don’t know why I go. I’m not at home. I don’t have the paperwork in front of me. he said oh we received an insurance payment of $6000. I did ask him why the F did you ask me how much it was if you knew. Cause I wanted to know if you knew Was his answer. I then told him that I had gap insurance and that gap insurance is to cover all of the in-between so I owe them nothing. He then threatened me and said well when we take you to court we’ll find out how much you owe us. Gap coverage covers the in between what the insurance pays and what is owed. They can try to take me to court. They can do whatever but Westlake financial is the biggest group of losers I’ve ever met or dealt with in my life. Everyone who answers the phone barely speaks English you can barely communicate with anyone And then they get attitudes and wanna start yelling and throw some things up. Well, I’m sorry but when you have gap coverage gap coverage covers the gap between what the insurance pays and what is owed that is literally the name of gap insurance Westlake financial you are absolutely the worst financial institution I have ever dealt with And no one should use you for anything

Cassandra G.

The worst financial institution. I paid off my car over two months ago and they still have not sent me my title. I’ve called several times asking for verification that it has been sent and they always tell me the same thing, they “can’t” provide me with anything. When I ask to speak to a supervisor they o see how this issue can be resolved I get the same “I can do that for you but he’ll tell you the same thing I’m telling you, there’s nothing we can do but request it to be sent again” I need to leave the county for a family matter and I’m not able to because of they haven’t sent it. I don’t understand how I get all my mail except my title. They even tried saying the the post office must have lost it. 3 times? I doubt it. I doubt they have even sent it out.
If a bank is failing to release your vehicle title after you've paid off your loan, you can report this to the Consumer Financial Protection Bureau (CFPB) or your state's Department of Financial Institutions.
Here's a more detailed breakdown:
1. Consumer Financial Protection Bureau (CFPB):
What they do: The CFPB is a federal agency that oversees financial products and services, including banks and auto loans.
How to file a complaint: You can submit a complaint online through their website or by calling their toll-free number.
CFPB Website: https://www.consumerfinance.gov/complaint/
CFPB Phone Number: (855) 411-2372
2. State Department of Financial Institutions:
What they do: Each state has a department that regulates financial institutions within its borders.
How to find your state's department: Search online for "[Your State] Department of Financial Institutions".
Example: In New Mexico, it's the New Mexico Financial Institutions Division.
How to file a complaint: Contact them via phone, email, or online complaint form.
3. Other Resources:
FDIC (Federal Deposit Insurance Corporation): If the bank you're dealing with is a failed bank, the FDIC may be able to assist with lien releases.
FDIC Website: https://www.fdic.gov/resources/resolutions/bank-failures/failed-bank-list/lien/
FDIC Phone Number: 888-206-4662
National Credit Union Administration (NCUA): If you are dealing with a credit union, you can contact the NCUA.
NCUA Website: https://www.ncua.gov/
NCUA Phone Number: 1-800-755-1030
Better Business Bureau (BBB): You can file a complaint with the BBB, which tries to resolve complaints against companies.
BBB Website: https://www.bbb.org/
Federal Trade Commission (FTC): Report scams and suspicious communications to the FTC.
FTC Website: https://www.ftc.gov/
This above is how to repot this place.

Adrian D.

*DON’T DO IT! DO NOT DO BUSINESS WITH WESTLAKE FINANCIAL! **
Worst experience of my life. Their customer service reps and supervisors are completely useless. My truck was repoed on February 13th and I called them to let them know I couldn’t pay until the following Monday(2/17/25). At the moment I was unaware that the following Monday was Presidents’ Day so my bank was closed. I took care of my business that Tuesday morning, the 18th of February and they took my payment and told me to get with the repo company. I contacted the repo yard and they informed me Westlake had already sent my vehicle to be transported to an Action house 6 hours 2 states away. I called them back and they had no idea what was going on with my vehicle, I had to find the vehicle on my own and let them know where it was located which was with the transportation company. I contacted the transportation company and they said they would hold off on shipping the vehicle while I get a release from Westlake over to them. Fast forward over 2 weeks with atleast 30 recorded calls and at least 10 supervisors, they for some reason couldn’t send the release to the right company. I kept telling them that they need to release the vehicle to the transportation company but for some reason they kept sending it to the repo yard or the auction house even though I kept telling them the contact info for the transportation company. Every time you call you get someone new and they just don’t care, they will tell you what you want to hear and hang up on you. Supervisors are useless all they want to do is hang up on you and when you ask for a manager they tell you that you will receive a call back but you never do. OVER 30 PHONE CALLS AND NO RESOLUTION FROM WESTLAKE. Also don’t worry. Westlake Financial I’ll insert your copy paste reply below so yall don’t waste your time.

Hi (Insert your name here), we would like to apologize for the negative customer experience you have described. We strive to provide quality customer service to all of our customers. We’d like to learn more about your specific situation and try to make things right. Unfortunately, we were unable to locate your account information.
Please contact us (888) 744-9744 at your earliest convenience, so that we can further assist you. We look forward to speaking with you

Simone F.

Today I tried to pay off the balance on my car but encountered an issue on the website. It only allowed me to pay up to $1,600, while my payoff balance is actually double that amount. Frustrated, I called customer service and spoke with Erica.

She informed me that, apart from a processing fee (which I've never had to pay because I usually pay online), I would have to mail in the payment. I immediately saw a problem with this since mailing the payment would only increase the balance. I asked if they could waive the processing fee, but she firmly replied “NO.”

Unsatisfied, I requested to speak with a supervisor who might be able to assist further. However, Erica refused, stating that the supervisor would likely give me the same answer. Mind you, I have never missed a payment and now that I am trying to pay the balance off, THEY won't even waive the processing fee.

Given my background in customer service, I'm aware that representatives and supervisors do have the authority to waive fees when necessary. Now, I know the fee is only $5, but I don't care. If I can't make the full payment online, and I call customer service, then the fee should be waived. Now as a result of non helpful service, I’ve decided to pay off the car in three installments since there’s a limit on how much I can pay at once. By the way, getting a hold of a representative was hell. Because of this experience, I will never finance through this company again and I'll be sure to spread the word, since word of mouth is the BEST advertisement, and I only financed with them because I refinanced my car. I WILL NEVER MAKE THAT MISTAKE AGAIN!!!!

Joseph B.

Had my car loan for a year and half with Westlake. Tried to find someone to contact to refinance recently and after three days of trying to reach a real person and not automated programs it dawned on me I shouldn’t be working that hard to simply refinance. I should be able to pick up the phone and talk with a real person the first try. So, I took my loan to a local bank. I absolutely would not recommend Westlake to anyone.