I am writing to express my deep dissatisfaction with my experience at Western Finance. When I first obtained my loan, I was assisted by Naomi, who was professional, respectful, and efficient. She made the process smooth and set the standard for quality customer service. Unfortunately, after Naomi was no longer employed, the environment at the branch took a sharp and disappointing turn for the worse.
What followed was a consistently negative and unprofessional experience. The staff's demeanor became cold and unwelcoming, and the store's energy shifted to something palpably uncomfortable. This behavior is clearly a reflection of the leadership--specifically the manager, Kasey--whose example sets the tone for the rest of the team. The dismissive attitudes, the silent stares, and the lack of basic customer service made every visit feel more like an interrogation than a transaction. Communication was equally poor. Despite notifying them of my payment schedule after becoming salaried, I was repeatedly harassed with phone calls, only to be told my account "was never notated." This level of disorganization is unacceptable in any professional setting.
I intended to keep the loan to continue building my credit, but ultimately chose to pay my balance in full just to be done with them. I didn't walk away because I couldn't afford the payments--I walked away because I refuse to do business with a company that lacks respect, professionalism, and accountability. If this branch wants to retain customers, it needs a serious overhaul in leadership and culture. Until then, I'll take my business somewhere that values its clients. read more
