Westlake Financial Reviews, Complaints & Contacts

Contacts, Payment & Login

PhoneEmailAddress

• Official websitewestlakefinancial.com ↗

Customer service & general contact

• Auto loans customer service (Mon-Fri 5:00 AM-9:00 PM PT; Sat & Sun 5:00 AM-2:00 PM PT)(888) 739-9192 61 complaints mention this number
• MyTitle Support (title / lien requests)mytitle.westlakefinancial.com ↗
• Servicemember / SCRA line (Mon-Fri 6 AM-5 PM PT)1-844-358-0660
• Servicemember / SCRA requests by email (attach active-duty orders)[email protected]
• Westlake Portfolio Management (WPM) New Customer page (recent loan transfers)wpmservicing.com/new-customer ↗

Locations

• Headquarters4751 Wilshire Blvd, Suite 100 Los Angeles CA 90010
• Branch office300 South 4th St., Suite 200 Las Vegas NV 89101
• Mailing addressP.O. Box 76809 Los Angeles CA 90076-0809

Is Westlake Financial Legitimate?

BBB, CFPB, ComplaintsBoard

Legal name

Westlake Services, LLC

Founded

1988

Business type

Auto finance company that buys and services prime to subprime retail installment contracts from car dealers; does business as Westlake Financial Services and is the financial services arm of the Hankey Group of Companies

Website

westlakefinancial.comSource: Company website, checked 2026-09-30

Headquarters

Los Angeles, CASource: BBB profile address for Westlake Financial Services, checked 2026-11-02

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Complaint Themes

Themes summarize what people write about most often. One complaint can touch several themes, and some complaints (a positive report, or one later retracted by its author) fit none, so themes are not a count of complaints.

Reviews & Complaints on USAComplaints

USAComplaints currently maintains 151 historical complaints about Westlake Financial, published between 2003 and 2013. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources on this page.

• Charged two payments for June after late-payment arrangementPublished Jul 6, 2013 · Historical consumer allegation
• Contract and First Payment Returned to Dealer Without Notice, Losing DepositPublished Dec 28, 2012 · Historical consumer allegation
• Title still not received months after paying off loanPublished Nov 30, 2012 · Historical consumer allegation
• Repeated Calls at Night and on Holidays to Someone With No AccountPublished Nov 27, 2012 · Historical consumer allegation
• 20 Calls a Day and Repo Threat After Phone Payment Not CreditedPublished Oct 26, 2012 · Historical consumer allegation

Complaint record: USAComplaints, CFPB, BBB, Trustpilot and ComplaintsBoard, reported separately

USAComplaints. 151 published complaint reports are linked to this profile. The linked posts about Westlake Financial Services date from 2003 to 2013 and include name variants and misspellings. They are consumers' own accounts and are not restated here as established facts. Posts about Wilshire Consumer Credit, which the CFPB described in 2015 as Westlake's wholly owned subsidiary, are linked separately as affiliate posts. The complaint themes shown with the posts summarize what they describe; one post can fall under more than one theme.

CFPB Consumer Complaint Database (company name Westlake Services, LLC): 14,496 complaints received since January 2013, 4,395 of them in the last 12 months. By product, using the CFPB's labels, the largest all-time groups are Vehicle loan or lease 5,725; Credit reporting or other personal consumer reports 3,740, plus 1,426 under the older label "Credit reporting, credit repair services, or other personal consumer reports"; Debt collection 2,618; Consumer Loan 411; and Payday loan, title loan, personal loan, or advance loan 268. The most frequent issues are Incorrect information on your report 2,622; Managing the loan or lease 2,187; Improper use of your report 2,033; Repossession 1,340; and Attempts to collect debt not owed 1,010. In the last 12 months the leading products are Vehicle loan or lease 1,902, Credit reporting or other personal consumer reports 1,423 and Debt collection 910, and the leading issues are Incorrect information on your report 852, Repossession 645 and Managing the loan or lease 578. Company responses over all time: Closed with explanation 14,461; Closed with monetary relief 23; Closed with non-monetary relief 8; Closed 4. The CFPB marks 14,452 responses as timely and 44 as not timely. These are consumer submissions, not adjusted for the size of Westlake's loan portfolio; the CFPB says its database is not a statistical sample and that the complaints are not necessarily representative of all consumers' experiences with a company.

BBB (Westlake Financial Services, Los Angeles): not BBB accredited; BBB rating B; 2,027 complaints in the last 3 years, 492 of them in the last 12 months; customer reviews average 1.08 out of 5 stars from 488 reviews.

Trustpilot (westlakefinancial.com): TrustScore 1.2 from 160 reviews, 46 of them in the last 12 months; 92 percent of reviews are 1-star and 5 percent are 5-star. The profile is unclaimed, and Trustpilot notes that the company has not invited its customers to review, so reviews may not be representative.

ComplaintsBoard: a 1.5 rating based on 6 reviews and 161 complaints, 21 of them marked resolved; the business has not claimed the page.

These figures come from platforms with different collection rules and are not added together or averaged.

Have a Westlake Financial auto loan? Payments, payoff, title, credit reporting and complaints

Westlake Financial is the trade name of Westlake Services, LLC, doing business as Westlake Financial Services. Its About Us page says the company "specializes in the acquisition and servicing of prime to subprime automotive retail installment contracts" through car dealers, so a borrower typically signs a contract at a dealership and the dealer then assigns (sells) that contract to Westlake. In January 2026 Westlake announced "the successful sale of approximately $100 million of subprime auto loans to HFC Acceptance, LLC," completed "at a 112% principal premium" and "structured to allow for efficient asset transfer while maintaining continuity of servicing and borrower experience."

These are the channels listed on Westlake's Contact Us and Customer FAQ pages:

• Phone for auto loans: (888) 739-9192, Mon–Fri 5:00 AM–9:00 PM PT and Sat & Sun 5:00 AM–2:00 PM PT. The Contact Us page also offers chat after you "Login to MyAccount."
• Payment methods and fees, per the Customer FAQ: automatic monthly payments from a checking or savings account and online checking/savings payments are listed as "Free of Charge"; debit or ATM card payments online, checking or savings payments through the automated phone system, debit or ATM card payments through the automated phone system, and phone payments with an agent (checking/savings, debit or ATM) are each listed with a "Processing Fee: $5.00"; MoneyGram is listed at $9.95 (company Westlake Financial, city Los Angeles, code 2603); walk-in "Check Free" payments start at $1.50 and vary by state; Pay Near Me is listed at $3.99 (not available in New Mexico, Hawaii and Oklahoma). The FAQ adds that the processing fee "is not assessed in some states" and that, depending on your state, you may be assessed the $5.00 "by a third-party processor or Westlake"; it says to check your next bank statement to find out which applies. Check your own statement to see what was actually charged.
• Mailing a payment: monthly payments to Westlake Financial, P.O. Box 54807, Los Angeles, CA 90054-0807; loan-payoff payments to P.O. Box 843082, Los Angeles, CA 90084-3082. For overnight or express mail, the Contact Us page lists Westlake Financial, ATTN: LBX# 71911, 3440 Flair Drive, El Monte, CA 91731 for monthly payments and ATTN LBX #73082 at the same El Monte address for payoff payments. The FAQ asks you to include your account number.
• Scheduled payments and posting times: the Terms of Use on westlakefinancial.com say "Any scheduled transactions can be canceled 24 hours prior to the payment date by calling our Customer Service Department at (888)-739-9192," that "Payments made to your account before 5:00 PM Pacific Time will be posted to your account the same day," and that payments made "after 5:00 PM Pacific Time, on weekends, or holidays will be posted to your account the following business day."
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  They add that for certain forms of payment in MyAccount, "we or a third-party vendor used to process a payment may charge a processing fee, which will be specified."

• Where correspondence goes: the Contact Us page describes the "Westlake Customer Care" mailbox (P.O. Box 76809, Los Angeles, CA 90076-0809) with the words "This includes complaints, credit disputes, title concerns, general customer service mail. Payments should not be mailed to this mailbox."
• Payoff amount: the FAQ says to call Customer Service or use MyAccount, and the site header has a "Payoff Quote" link. Ask for the payoff in writing with the date it is good through, and keep it.
• Title and lien release: the Contact Us page says that to "submit a new lien request, check the status of a pending release, or upload supporting documentation" you use MyTitle Support (mytitle.westlakefinancial.com).
• Credit-reporting disputes: the Contact Us page offers two routes. Its "Credit Reporting & California Consumers" block says "If you have a dispute with the credit reporting of your account, please submit your direct dispute to the address below" (Westlake Financial, P.O. Box 76814, Los Angeles, CA 90076), while its Customer Service Request form, under the topic "Credit Reporting," says "If you have a dispute with the credit reporting of your account, please fill out the fields below" and offers an "Include Attachments" option; the form's "Regarding" menu also lists "Lost Payment."
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  Under the Bureau's Regulation V (12 CFR 1022.43(d)), a dispute notice to a furnisher must identify the account, state "the specific information that the consumer is disputing and an explanation of the basis for the dispute," and include supporting documentation reasonably required, such as account statements. You can also dispute an entry with the credit bureau that issued the report; the CFPB's guide says to explain in writing what is wrong and why and to include copies of supporting documents.

• Servicemembers: Westlake's military page lists 1-844-358-0660 (Mon–Fri 6 AM–5 PM PT) and [email protected] for Servicemembers Civil Relief Act requests, and says it is "committed to responding and providing you an update of the status of your request within 48 hours (2 business days) upon receipt of your acceptable military documents."
• If your loan was transferred to Westlake Portfolio Management (WPM): WPM, which Westlake's press releases list among its businesses, runs its own site (wpmservicing.com). Its New Customer page says that if you received a letter that WPM is now the servicer of your loan, "You will no longer make payments to the previous creditor.
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  Instead you will now make your payments to WPM, but nothing else has changed. Rest assured the terms of your loan are the same." It lists (877) 854-5688 for phone payments, P.O. Box 847405, Los Angeles, CA 90084-7405 for mailed payments (payable to Westlake Portfolio Management). The letter you received for your own loan controls which company to pay.

• Complaints and escalation: start with Westlake in writing; the Contact Us page lists a "Complaints & Feedback" option under "Write to Us," and complaint letters go to the Customer Care mailbox on this page. If that does not resolve it, file with the Consumer Financial Protection Bureau at consumerfinance.gov/complaint or (855) 411-2372; the CFPB sends the complaint to the company and says most companies respond within 15 days.
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  In California, where Westlake is based, borrowers can also file with the Department of Financial Protection and Innovation (dfpi.ca.gov/file-a-complaint), which takes complaints about California finance lenders; in other states, the state attorney general's consumer protection office accepts complaints about lenders. You can also post a complaint through Westlake's BBB profile. If you serve in the military, the servicemember line on this page handles SCRA requests.

• Unwanted calls: if you no longer want automated or prerecorded calls to your cell phone, tell Westlake in writing that you revoke consent to those calls and keep a copy; FCC rules let consumers revoke such consent by any reasonable means. Calls about a loan can still come by other lawful means.

Repossession and redemption. The Contact Us form's "Regarding" menu lists "Repossession," "Impound" and "Registration & Title Issues." The CFPB's consumer guide says that "In some states, laws grant you the right to pay to get your vehicle back after it’s been repossessed" (curing or reinstating the loan), that "You have the right to be notified before your vehicle is sold or kept as compensation for your debt," and that, for a public or private sale, "you may be entitled to buy back the vehicle by paying the full loan amount, plus the repossession costs, before the sale" (redemption).

GAP, warranty and other add-on refunds. The Contact Us form's "Regarding" menu lists "GAP & Warranty," "Refund," "Insurance" and "Registration & Title Issues," and the site header has a "Submit Insurance Claim" link (MyAccount). One mailing address (Westlake Financial, P.O. Box 847476, Los Angeles, CA 90084-7476; overnight: ATTN: LBX# 847476, 3440 Flair Drive, El Monte, CA 91731) appears twice on the page: under "Insurance Payments" in the customers tab (next to "Monthly Auto Loan Payments" and "Auto Loan Payoff Payments") and in a block headed "Ancillary Product Refunds" in the Dealers tab. The pop-up text in both places reads "Payoffs and Insurance Related Payments via Standard US Mail" and names "Trade-In Payoffs, Refinance Payoffs, Total Loss checks, Recovery payments, Warranty refunds, and DMV/title related refunds"; it is a mailing address for those payments and refunds reaching Westlake. To ask for a refund of a GAP or service contract after a payoff, trade-in or total loss, use the "GAP & Warranty" or "Refund" topic of the Contact Us form or call customer service, and keep copies of what you send. Westlake also hosts a GAP addendum form (a truck-finance version naming Premier Dealer Services, Inc. as GAP administrator) that says "To request cancellation of this GAP Addendum, contact the selling dealer" and, if the dealer cannot be reached, "contact the GAP Administrator"; that is one product form, so the dealer or administrator, refund terms and deadlines in your own GAP or service-contract paperwork control. The CFPB says you "may be entitled to a refund if you sell, refinance, or prepay your auto loan" and, if you do not have your paperwork, to "check with your lender, the provider, or the dealer you bought the car from."

Keep statements, payment confirmation numbers, payoff quotes and notes of calls (date, time, name), and put disputes in writing.

CFPB 2015 consent order, Massachusetts orders, and Justice Department servicemember settlements

CFPB, September 30, 2015 (File No. 2015-CFPB-0026). The CFPB issued a consent order against "Westlake Services, LLC, also doing business as Westlake Financial Services, LLC, and Wilshire Consumer Credit, LLC, also doing business as Wilshire Commercial Capital, LLC." The order records that the respondents consented "without admitting or denying any of the findings of fact or conclusions of law, except that Respondents admit the facts necessary to establish the Bureau's jurisdiction." The Bureau's findings, summarized in its press release, were that the companies' debt collectors used a web-based calling service (Skip Tracy) to change caller ID information and pose as other businesses or repossession companies, falsely threatened referral for investigation or criminal prosecution, and disclosed loan information to borrowers' employers, family and friends; that Wilshire advertised title loans without the annual percentage rate; and that some collectors changed due dates or extended loans without consulting borrowers. The CFPB said the service was used on more than 137,000 loan accounts from January 2010, and described the conduct as running from at least January 2010 until at least April 2014.

• Money: about $44.1 million in redress (about $25.8 million in cash; the order requires $25,777,274 to be reserved for redress) with the remainder as balance reductions, plus a $4,250,000 civil money penalty.
• Conduct terms: no misleading borrowers about who is calling, no implying repossession or investigation that is not intended, no disclosure of debt information to third parties where unlawful, review of advertisements for Truth in Lending compliance, and no changing due dates or extending loans without explaining the effect and obtaining consent.
• Duration: the order says it "will terminate 5 years from the Effective Date" (or five years from the most recent date the Bureau starts an action alleging a violation). The CFPB's enforcement page for the case lists its status as "Expired/Terminated/Dismissed."

Massachusetts. The Massachusetts Division of Banks recites that Westlake entered an Assurance of Discontinuance with the Massachusetts Attorney General on March 15, 2016, in which the Attorney General alleged Westlake bought retail installment contracts whose APR exceeded the state's 21 percent cap once GAP premiums were counted as finance charges; the Assurance was entered for settlement purposes without an admission of wrongdoing. In a consent order dated December 20, 2016, entered without admitting the allegations, the Division required Westlake to stop charging repossession "close" fees on Massachusetts accounts where the borrower cured the default before repossession, to review all Massachusetts accounts with repossession attempts since April 30, 2012 (the date it was licensed), and to refund each borrower charged such a fee. Consent Order No. 2017-004 (July 25, 2017) covered Westlake and its subsidiary Western Funding Incorporated and resolved the Division's allegations that the company charged an APR above the Massachusetts maximum.

Class settlements, the Justice Department SCRA case and recent individual cases

Court records

Klare v. Westlake Services, LLC (C.D. Cal. 2:23-cv-06386). A class action removed from Los Angeles Superior Court on August 4, 2023. According to the official settlement website, it alleged that Westlake violated California debt collection laws by charging borrowers fees for using certain payment methods through ACI Payments, Inc.; the site says "Westlake denies any and all wrongdoing" and that "The Court has not decided who is right." The settlement fund is $1,200,000. On June 8, 2026 Judge Fernando M. Olguin granted final approval of the class settlement and entered judgment, which included a $5,000 service award to the named plaintiff. The class covers natural persons with a retail installment contract assigned to Westlake who paid a convenience fee to ACI Payments, Inc. between June 20, 2022 and August 18, 2025, on a payment made on or after its due date (or with an unknown due date). The claims deadline was extended from May 18, 2026 to July 8, 2026 and has passed. Under the settlement, the net fund is divided per account among class members who filed timely claims, paid by paper check, PayPal, Venmo or Zelle, or as a Westlake account credit for those who mailed a paper claim form. Class members with questions about their payment can contact the settlement administrator at (833) 417-4970 or [email protected].

Duchene v. Westlake Services, LLC (W.D. Pa. 2:13-cv-01577). A class action under the Telephone Consumer Protection Act alleging that Westlake called cell phones with an automatic dialing system or a prerecorded voice without consent. The court granted final approval of the class settlement on July 14, 2016.

Court & Public Records

Who Westlake Financial is: entity, ownership and locations

Entity. The CFPB and the Justice Department name the company as Westlake Services, LLC, doing business as Westlake Financial Services; the Justice Department's 2017 agreement describes it as a California limited liability company. The website footer reads "All rights reserved to Westlake Services, LLC." The BBB lists the alternate names Westlake Services, LLC., Westlake Financial Group and Westlake Financial, and gives August 29, 1988 as the date the business started.

History and ownership. The About Us page says "Formed in August of 1988, Westlake is the financial services arm of the Hankey Group of Companies," describes itself as "privately-held," and says it works with "a network of over 50,000 new and used car dealerships" (the homepage says "over 30,000 dealerships"). Its History timeline dates the company to 1978 as the Buy-Here-Pay-Here division of the Hankey Automotive Group, and says that in 2011 "Marubeni Corporation invested $250 million dollars taking a 20 percent ownership stake in Westlake." The timeline also mentions a title-loan subsidiary, 1(800) Car-Title (2001), the acquisition of Western Funding Incorporated (2014) and Westlake Portfolio Management, "a third-party servicing company," established in 2018. The 2015 CFPB order and the 2017 Justice Department agreement describe Wilshire, an auto title lender, as a wholly owned subsidiary of Westlake. Westlake's press releases describe Western Funding Inc., a Nevada-based auto lender, as Westlake's wholly owned subsidiary. The BBB lists Ian Anderson as President; the January 2026 press release calls him "Group President of Hankey Group" and Don Hankey "Founder and Chairman of the Hankey Group."

Company Relationships

• Affiliated withHankey Group of Companies
• Affiliated withMarubeni Corporation (invested in a 20 percent stake in 2011, per Westlake's history timeline)
• Affiliated withWilshire Consumer Credit, LLC (auto title lending subsidiary named in the 2015 CFPB order)
• Affiliated withWestern Funding Incorporated (Nevada-based auto lender, wholly owned subsidiary of Westlake since 2014)
• Affiliated withWestlake Portfolio Management, LLC (WPM, third-party loan servicing business of the Westlake group)
• Affiliated withWestlake Technology Holdings (Los Angeles auto and finance technology company whose businesses include Westlake Financial)

Frequently Asked Questions