This app is absolutely horrible. I have been charged late fees simply because there is no immediate way to verify or confirm if your payment with your card or bank information went through. Multiple times have I submitted a payment and after it says “thanks for payment” or “payment is good” but yet days after the payment due date, it would then tell you that the payment was not confirmed and you now owe us more money because of this. I would recommend to stay away from this lender until they decide to not have such a horrible application in place. Also side note, they charge you an additional 5 dollars for paying with a debit card through the app. What a crappy CA based company.
This company is so inconvenient. They charged an extra car payment sending my account in the negative and That wasn’t just play money it was a necessity. Been dealing with customer service since Monday. They are inconsistent with their answers and I don’t trust them at all. They are suppose to refund me the extra payment. When i talk to the last Monday i told her i needed the refund back in my bank account she processed it as a check first mistake. She told me it would take 3-5 business days. Then i called back the next day spoke to someone who was supposed to fix it to get it switched to my ACH supposedly talked to the supervisor and fixed it to where it would only take 2-3 business days. Called back the following day talked to one person who told me it would take 5-7 business days and they did not process my ACH after she told me she did. Called back 10 minutes later they said it was processed and it would take another 5-7 business days. Talk to someone today now they saying it’s gonna take 7-10 business days.. I am very frustrated and they need a sense of urgency behind people’s money. I had to cancel my plans because of their inconvenience. NOT ACCEPTABLE
I have been dealing with this company for 2 years, and I have had to skip a payment or 2 just so I can make necessary car repairs, well the repairs never stopped. But always caught up on my payments. But the phone calls start the first day after due date, and continue to harass me, even though I tell them I will make the payment in a day or 2. Never gave them any reason not to believe me. My point is, there was never any reason for the Harassment. Anyway, I got to the point I can not afford the repairs and the payments anymore, so before I got behind on any payments I gave the car back, it was clean, and no problems, it also had an electrical problem, the wiring to the headlights are burnt, and to the radio, and dome lights, I can not fix that, so, I was just told that the calls will continue until I get the car paid, I am a 62 year old woman on a fixed income, I can’t afford car payments and a lot of car repairs, it’s not fair, and ever since I’ve had this car, I have had to make repairs monthly, and I told them this, but they dont care what my problems were, they did not want to hear it, even thou they ask if I’m happy with it, they did not want to hear that I am not happy, or any complaints I had. This company is heartless, do not deal with these people if you don’t have to. PLEASE!
Let’s start with app… it’s terrible you won’t be able to log in after a certain period of time. I have had Westlake for over 4 years and have complain about my account on numerous occasions and nothing was done. I have advised customer care more then a few times that I can not log into my app when ever I try to log in I’m advised to call customer care with a number and when I do I’m told they don’t know why I can’t log in! So now I’m stuck in contract with someone and I have no idea what going on with my account . when I log in online I’m told my car is already paid off and nothing is owed. Also, I can no longer make online payments or phone payments with my debit card because of your rep providing wrong information to me ! I’ve asked for calls to be pulled , I’ve spoke with supervisor who hung up on me , ive emailed my bank statements to your accounting department who can’t help, I’ve done 3 way calls with my bank and one of your supervisor who confirmed your payment was received. And nothing was changed on my account this is the worst auto lender ever you will be scammed and stuck resolving your own issues.
The initial customer services reps were not helpful. I asked to speak with a manager, and Ms. Pena was the lady I spoke with. After a week and a half of stressors (not due to Westlake) I was in a tight position to need to move, since I lost my job. The moving company I used, did not inform me I needed a letter of authorization to ship my car. I was advised that it would take 3 days to get this letter, and I explained to Ms. Pena that I wasn’t informed and that I had a flight to be on to go back home, due to the termination, in approximately 3 hours. Ms. Pena worked some magic and I was able to ship my car and arrive to the plane just in time to buckle up for take off. Ms. Pena was more than professional and even calmed me down with how stressed and upset I was with the lack of information from another company. She went above and beyond to help me. I appreciate everything she did for me to get back home where my family can now help me get back on my feet.
I was told that when I purchased my van if I made payments for six months on time and in full that my interest rate would be cut in half. I didn’t realize that I’d have to be the one to stay on top of them in order to make that contractual deal a reality. When I brought it up I was quickly pushed away and told that my payment was low enough. I’m now paying exponentially more than what I really should have due to this loan and the people that made me the deal at auto brokers in New York. This is extremely unfair
If you look thru comments you’ll notice this company is unresponsive to customer feedback. Red flag. Just saying if you have the opportunity to go with a different financial company I highly suggest you do so. But If you enjoy terrible customer service, irrelevant automated robot calls, ridiculous unexpected unexplained fees, and a general circus clown level of professionalism then by all means, choose Westlake. If your livelihood your car your credit your finances are something you take seriously do not leave it in the hands of these people!! They are going to charge you fees that have no explanation. Interest rates are going to be ridiculous. Customer service might as well not even exist. I’m pretty sure the customer service department is probably two guys and one girl, and whenever the phone rings they make their voices do different accents to make it seem like you’re talking to someone new. I refuse to give anything to business as terrible as this one so I’m gonna let you BORROW this one star.
Just look at the consumer reports. They charge late fee and service fee for no reason they always return payment unpaid they say when we pay on time and they say they charge service fee of $15 when they try to take money out for payment and they can’t so my Wellsfargo bank charges westlake therefore westlake charges that amount to consumer when I spoke with highest level of Wellsfargo manage my team they said they don’t charge such things. I wish I read review about this company before getting a loan from them. I’ve paid off my car from tax returns and I wish no one ever goes through what I’ve. They also charged my other card for payment when I never authorized it to be charged I’ve only paid once and not enrolled in auto pay and they charge without permission and said they returned it and charged me twice and never got money back for first time. I’m in process of lawsuit to this company for fraud and wish many other consumers join me.
***DO NOT DOWNLOAD THIS APP*** This app does not work unless you coordinate with Westlake directly and have them set your password. Then what is the point of a password? When you download the app you can’t create a profile so how can you use the app? If you go through the web portal to create a profile then what is the It still doesn’t link to the app. Moreover the customer service of Westlake is so inept and uneducated about the app is can beyond frustrating getting any help. Even the web portal doesn’t let you know made a payment until one day later. The technology of Westlake seems more like a scheme to acquire additional information to sell to their affiliates or non-affiliates. They actually have a window that you can “opt-out” to not have your information shared!!! Westlake is what it is but it’s technology is complete garbage from now to stern.
On the day my payment was due I logged into my Westlake Financial account, entered my payment info and also clicked the recurring payment button. I just checked my bank statement and the money for my car loan was never removed. When I went back to the website it says my payment is now LATE!!!!! When I clicked to pay it AGAIN I get a message warning me that I have a recurring payment set up and asks me if I’m sure I want to proceed. I am not sure what happened, but I am PI$$ED!!!!!!!
Westlake Financial has an extremely low aptitude when it comes to dealing with customers. Their capacity to coordinate in house paperwork according to what they tell customers is abhorrent and I’ve spent countless hours on hold while they “contact a supervisor” for minimal information because nobody seems to be equipped with any answers. Their identity verification process is repeated numerous times throughout the phone call, while somehow simultaneously not being able to find any paperwork or agreements pertaining to previous phone calls even if they were within the past 48 hours. Westlake Financial’s customer service base has made me lose any confidence in their system past calling to make a payment. Download the app and save yourself time/trouble
Overall it’s an okay app. If it had more capabilities it would be great. As long as you pay your bill on time everything is cool. I did recently set up a payment plan for my car which broke my monthly up into 3 payments which is doable. So The only thing that was annoying was after the first day it was past due they called me twice like I was 30 days past due. I called them back and they said I’m fine but they have the system make the calls automatically but just don’t worry about it because my account is still okay. Other than that, it’s coo. Just pay your bill.
Ive tried for about 5 or 6 months to contact customer support to update my account and correct my social security number They tell me something different every time as to why “they haven't received my email”, “I didn’t include my account number in the subject line” or “there is nothing they can do because i signed a contract with wrong info” because of this I am not able to connect my bank account and they charge me a processing fee. They are unhelpful and do not care! they will loop you through automated systems and then hang up on you. The horror stories i have read through other reviews of this company are ghastly. Not to mention 60% of EVERY payment goes toward interest and not principal. This is not what i thought i was getting into. I plead with you to walk!!!
I never chose this company for financing my vehicle. By far the worst company I’ve ever dealt with. The customer service is atrocious; most are extremely rude and unprofessional. My car was picked up at the height of the pandemic with a payoff balance of $130. My car had been shipped from auction site to auction site even after the balance was paid. The car was stripped down, rekeyed, and literally destroyed by weather and animals from having the windows down and trunk open to avoid the security alarm going off. No one at Westlake was able to locate my car for over a month. I’ve heard many similar horror stories about this greedy company. Please save yourself a nightmare and request a different finance company. Look up Westlake on the BBB and read for yourself.
So this happens maybe 50% of the time and I have no clue as to why. I have automatic pay turned on with all my info saved in the app. As I’m sure you could guess what happens next, I end up with all these extra fees all the time. I’ve called them to address the issue and every time they basically tell me that there are no issues and everything should be completely fine. But what do I know??🥸🧐😫 but as I mentioned earlier, the customer service is top notch; that’s why I gave 2 stars instead of 1. Wish I could shout out all the people I’ve dealt with, but it’s ok because I think I did a survey
This bank offered me a loan when others would not, very smooth transactions so far, i pay my car a few days ahead to avoid any delays and now i find out they have a mobile app that makes everything even smoother. You can make payments, see your transaction history and how much interest you are paying, you can also see your payoff amount towards your current vehicle. I have been with Westlake for 4 months now and i am a satisfied customer.
I got duped into paying 20% on a used vehicle and this is the bank that gave me a 20% deal so I've been paying for the car for the past three years and still owe 3000 left when I called to see if they could change it in anyway or lower my payments they said to me well you were late one day on a few payments one dayThe funniest thing I've ever heard of so I can't get my payments lowered because of one day being late mind you it's auto pay and I always pay on time I've paid every payment since I got the vehicle I can't wait to be done with thisBecause after this I should be able to get a vehicle for less than 20% I'm barely paying off the vehicle every month
Okay so my bf and I miss a payment on the car they repo the car tell us we have 30 days to get it out or it will be sent to auction. So 2 days later we go pay 1200$ to get it out they tell us when the payment goes through they will tell us where our car is everyday we call to find the car they say cuz we made the payment on the weekend which was Thursday then it would take 24-48hrs well we call Friday and they say call Monday. We call Monday they give us a address in ALBUQUERQUE NEW MEXICO where we live. Say we can get it Tuesday well Monday night we get a call saying our car is in ARIZONA AT AN AUCTION THEY SENT IT ON FRIDAY WHEN WE MADE THE PAYMENT ON THURSDAY. THEY SENT OUR CAR A DAY AFTER WE MADE THE PAYMENT AND PLAYED US THROUGH THE WEEKEND AND ARE EVEN REFUSING TO BRING IT BACK WHEN THEY HAD NO BUSINESS TAKING IT IN THE FIRST PLACE.
Since I financed a vehicle with Westlake Financial, I've been extremely impressed with the customer service. This app works great and is extremely convenient for making payments and reviewing your account. Westlake Financial has different programs to help you out during hard times and when I've used the service the agents I worked with made the process simple and painless. Thanks for the good work!
I am trying to build credit. So I am financing a car I didn’t need to, to build my credit. My apr isn’t great because my file is thin. I’m grateful to WL for extending me the loan. I’m sending a check (I had to order them for this) every month because it costs $5 to pay online & I’m already paying pretty high interest. So, I thought I would get the app & save the stamps. Nope. I can’t enter an amount (greater than my payment due) to have ach withdrawal each month. I will probably delete the app if this doesn’t change. For the record: I’m not unhappy with the company, just this app.
I requested Westlake Financial Services to update my legal new name towards my online account bill so I can attain my new Real ID compliant drivers license. Each time I call this business, an uneducated employee representative and supervisor is instructing me to do something different. I should only be required to provide my legal Court Order to suffice this requirement. I don't have multiple bills to make the name changes except for my mobile phone service and Westlake Financial Services. This request should be relatively simple but the idiots here at Westlake Financial Services complicate the entire process. I DO NOT recommend this business because they're uneducated and inflexible handling customer requests!
I download this app, but is useless, I call customer service many times for help, but their customer service representatives are not helping at all, they don’t have a clue and don’t know o don’t want help, I’m really disappointed with Westlake Financial in general, I will make sure, this is the first and last time using Westlake Financial Services, and I will definitely recommend to my family and friends to keep away from Westlake Financial Services, worst app in the World, one star is too much, to be hones I will give them -5 for rating. 😡👎
I am very happy with Westlake as my car loan lender. I have had an awesome experience with them so far & if it was not for Westlake Financial I wouldn’t have a vehicle 🚗 they have made my dream possible. I really like how their app makes it so easy and simple to make a payment on your account & I really like that I can pay my bill at any 7/11 location using my Westlake account barcode in my apple wallet
Failed App: Accessibility and Login Experience: Addressing Face ID and PIN Limitations
The available options for unlocking, such as Face ID and 4-digit PIN, are unfortunately not functioning as intended. Face ID fails to toggle properly, leaving me with no choice but to manually enter my lengthy password each time. Additionally, when I tap the screen to access the keyboard, an unexpected scroll wheel appears, attempting to log me in without even entering the password yet. As a result of these issues, I find myself frequently locked out of the app before I can successfully enter my password on the first attempt. These flaws severely impact the overall usability and reliability of the application.
It has become easier to make my payment using the app. Before, my issue was not being able to include the cents on my payment amount. I’m so glad they updated the system. Any and everything regarding my account is accessible and I don’t have to contact customer service while using the Westlake Financial app👍🏾
Due to the national pandemic (COVID 19) going on in the United States many Americans are struggling to make ends meet. Being most governors in most states shut things down work has been slow. I called at the beginning of June to try to defer a payment to the end of the loan. The representative said it wasn’t an option in the system and to call in on June 17 to schedule a payment. They also charged a late fee for the payment not being made on time. I just made the June payment but will be late with July because of the same situation, which will incur another late fee. Extremely disappointed. I thought we were supposed to be in this together.
I love the fact that I can pay through the app look at my remaining balance etc but it’s a little annoying that when you make a payment it doesn’t clear in your account for 48 hours and if your account has the exact amount the payment will decline you have to have your payment plus a dollar or two for the transaction to clear when using the app.
I like the Westlake app, it makes it very easy to pay my bill each month. It’s also great not having a bunch of paper, everyone should go paperless. However, it would be even more convenient if there was a way to split payments up in a day. Now, the app only allows you to make one payment a day. So if you need to split your payments then you have to do it over a series of days.
So when I called to pay my bill since for some reason my account was not registered when I already had it registered, I was charged a 5 dollar fee since it was a live rep. I understand that. But when I go to pay on my app MYSELF in a SELF SERVICE way I AM STILL CHARGED?? How is that fair? I’m charged for doing it myself and putting in my OWN information MYSELF?? I don’t think it’s right and I honestly do believe I shouldn’t be paying ANOTHER FEE just because I’m using a SELF SERVICE option. My last finance company didn’t do this and it was only when I spoke to a live rep to pay my bill. THIS NEEDS TO BE FIXED.
This finance company is like Matilda’s dad of auto loans. Horrible customer service. Horrible attitudes. Long wait times. Harassing phone calls even when payment is submitted on time - it’ll show that a payment as submitted on their end - but until the bank clears the payment (which is the loan company’s fault for taking up to a week to withdrawal) they still call repeatedly each day threatening fees, interest, and repossession. God forbid you fall in hard times like most individuals during this pandemic because they DO NOT work with you. Save yourself and run, hide, or whatever helps you from working with these crooked angels of finance death.
I have always loved being able to have this bank financed with my car because it is a leave of absence, it is said that I have always been given it, absolutely I would love to be able to share it with other people so that they can understand how satisfied Customers are with this bank.
Thank you so much for being there when I got sick and needed to move payment dates. It was nice that you worked with me and I greatly appreciate all of you. Have a great rest of your year. Again thank you. You don’t know how simply allowing me to switch payment dates helped stay current. Sincerely, Teena Riggenbach Rittman, Ohio
The loan service was good and satisfactory. I finally paid off my car loan with Westlake Financial this month. The only issue I didn’t like with them was the fact that they charged $5.00 on top of the monthly payment for the convenience of paying online or with an operator. I would think if they wanted more of their services to be attractive , that convenience should be free. I don’t know of any other service that does this other than Westlake.
I’m not sure WHAT is going on because I was able to log in before with no problem but the moment I decide to pay my bill I keep getting blocked by an error saying “please check connection” when my connection IS FINE. I am literally connected to strong xfinity Wi-Fi and it will say check connection. I live in a dead zone but I stay connected to Wi-Fi. I have literally left home and drove to a better location and tried to log in and it still would not work. Please fix cuz this could cause many people to have late payments
The app isn’t working for me. I’m the past 2 months it was deleting my bank info that I saved... At the beginning I could login just fine. In the past month I can’t login.. I thought maybe I forgot the password so I clicked on forgot password and input my info correctly and it said no account found.. I said hmm ok let’s see if I need to register it again and when I put the same info it said there is a account with the same info... I contacted support via email and they said to just name my payments in the phone. I hate this I need someone from support to fix this.
I have different pay days, and I asked if I could have the auto enrolled payments come out on a certain day, which is like 5 days prior to the date that it tries to force me to have. They said no, and if I want that date, I have to refinance the truck. Also, I have to change my password every single time I try to log in because even though I change it every month to the same previous password, it tells me I’m wrong… just do yourself a favor, get a real bank that really cares… I know I know… I live in fairy land
They don’t care about people during the conrovirus
Hello. My car broke down around the same time my state issued a stay at home order. So I couldn’t work to fix it. They told me I would have to pay around 6 dollars a day in interest fees to hold on to it (not sure on the exact amount) I told them I have hemochromatosis. I could easily die from this virus. In my opinion they want me to get a job and die to pay them or become a slave and pay all that interest. Westlake should not be in business anymore and please do not get their assistance in buying a car. Find a company who cares about people.
Yo be honest i really appreciate WestLake for workin wit me on my payments. i am the only provider for my family at the moment so things are not so easy for me. Good thing is i get my payments paid even if i have to use my ten day extension each month at least i’m getting it done. my repossessing fee will get paid wen i have the extra money to do so i jus ask tht yu guys continue to b understanding and kno tht i will pay everything thts owed.. thank yu
Super buggy. Hard to find what you're looking for inside the app - must jump through hoops to - for instance see a monthly statement, and then the cherry on top is that once the statement is "downloaded" you cannot go back to previous screen or anything, you're just stuck on the statement and only choice is to exit app and reopen. BUT every time you exit app and reopen you just input your login info, since there's no option to save even the account login name. Layout off app is something from pre-y2k era.
You guys are so pushy when it comes to payments . I actually made a payment on the 12th but I had a customer come in to my work after I put in all my info and hit confirm and I hung up. Your system didn’t take the payment. It’s annoying to be blown up when you have tried to the right thing. I definitely wasn’t going to pay twice so naturally I wait a couple of days to see if the payment went through. You guys have blown my wife up so much that it’s getting bad.
I immediately signed up for auto pay once my first bill showed up, then I got a call that my rate was going up because they want to sell me mandatory gap coverage. They did not adjust the auto pay amount, so now I have to pay a fee because my price was never adjusted, so the auto pay wasn’t taking the full amount of the bill.
So there’s a 2$ per day interest? And for some reason the payment is separated into principle and interest payment (was never aware of that prior to signing) so the majority of the money goes to interest however it’s way over priced for “$2” a day because the interest comes out to the majority of the payment so in essence I’m not actually paying for my car but for the company and their loan. Anyone know of how I can sue this company because my principle balance is appearing as if I’ve only paid 1 months worth and it’s been 3 months ! I will never sign for a loan again.
Simply can’t make a payment with my card of the app, then I call the automated payment and the card isn’t accepted there either. Then finally I have to go to customer service for 30 minutes and speak to someone I can barely understand because they’re using a walk-in talkie in some country on the other side of the planet and FINALLY the payment goes through using the EXACT same card I tried using the first 2 times. Fix your app! Fix your automated system! Hire Americans!
Apps still need improvement It looked a bit out dated for the most part. Just wish they would add a option where I can see my schedule Payments That way I won't have to call customer service to figure out If I set up my schedule payment properly.
This app gives you a confirmation number even if the payment isn’t processed so without knowing it if something wasn’t right it doesn’t notify you before receiving a fee. Some months I can’t even make my payment via this app because it is not working properly. The only reason I continue to use it because it saves me money and avoids having to speak with an automated teller or call center rep.
I’m so grateful for Westlake giving me the opportunity to get a car loan right out of BK I was turned down left na right. I haven’t had any issues at all my interest rate high but I expected in my situation. I will refinance my car loan. Thank you Westlake
This app is A1. They make it very easy for you to set up payments and also easy for you to set up direct deposit. It’s not hard to use at all. I’ve had experiences with other apps where it was complicated to make a payment. Keep up the good work!
Not happy about the $5 service fee to use debit card. I don’t want to set up auto payments because I dno when I want to make payment, when my check will clear, etc. I like the app a lot. Just the $5 fee to use debit card I’m not a fan of
Absolute worst company to ever do business with‼️‼️‼️‼️‼️
This company is a complete disaster. The app that is provided with the company malfunctions and shuts down after every use. Every time I open the app I have to reset my password. And good luck getting customer service on the phone. Everything down to the warranty company they persuaded me to get with my vehicle was terrible. Secure one is the name. Secure one really doesn’t cover anything your car literally have to have an engine block my function and that is only ifIf the store wants to cover it
Westlake Financial Services account holders now have access to manage their accounts directly from mobile devices. Westlake mobile application includes features to make a payment, sign up for a recurring payment, access payoff information, and much more!