Consumer complaint received 2025-08-03 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt was paid
Company: Westlake Services, LLC
State: TX

Complaint narrative:
Subject : Formal Complaint Against XXXX, CoveredCare, and XXXX XXXX XXXX XXXX  XXXX XXXX, Lack of Disclosure, Improper Billing, and Overpayment To Whom It May Concern, My name is XXXX XXXX, and I am filing a formal complaint against XXXX XXXX XXXX, XXXX  ( Westlake Portfolio Management ), and XXXX XXXX XXXX ( XXXX ) for deceptive sales practices, lack of informed consent, misrepresentation, improper billing, and failure to resolve my financial dispute after multiple attempts. 



Summary of the Issue : I sought laser hair removal services from XXXX XXXX XXXX specifically to help manage my Hidradenitis Suppurativa by reducing flare-ups. I agreed to treatment under the belief that all selected services would be included under a single bundled, discounted financing agreement. 

After the first loan was submitted through XXXX, I was informed by XXXX that not all services I selected were included in that agreement and was told I would need to open a second loan with XXXX to receive the rest of the services. I initially believed everything was included in the first loan, only learning after submission that this was not the case. 

At no point was I provided : A full, itemized breakdown of services assigned to each loan, Signed copies of either financing agreement, Written cancellation policies or disclosures explaining that discounted packages would revert to full retail pricing upon cancellation, Accurate receipts prior to my cancellation request, Or clear information about what was covered under each financing agreement before I was pressured to open a second loan. 

When I initiated a cancellation, I discovered I had been overcharged {$130.00}, which was refunded only after I specifically requested a receipt. Had I not done so, I would not have known about the overcharge. 



Services Completed : Per XXXX own records, I have completed : Under CoveredCare ( First Loan ) : XXXX visits under the LHR Platinum Upper package ( Brazilian, Underarms, Upper Legs, treated as a single XXXX + XXXX package ) XXXX lip treatment sessions Under HFD ( Second Loan ) : XXXX full arms treatment sessions XXXX XXXX XXXX treatment sessions According to XXXX  staff, these packages operate under a XXXX paid + XXXX free session structure ( or XXXX paid + XXXX free for the lip package ). 



Financial Details : Using the discounted package pricing reflected on my official receipts : My accurate, prorated cost for all completed services across both loans is {$2100.00}. 
I have paid {$2200.00} in total, which includes : {$1500.00} paid to XXXX  ( first loan ) {$670.00} paid to XXXX ( second loan ) This means I have overpaid by {$21.00}, and this amount should be refunded or credited. 



Key Issues : Deceptive and misleading representations about services included under the first loan Coercion to open a second loan after services were misrepresented Lack of signed agreements and clear documentation Failure to disclose cancellation policies and pricing reversion terms Improper, undisclosed overcharges Refusal by XXXX, XXXX, and XXXX to conduct a full investigation or issue corrections Potential for negative credit reporting due to inaccurate billing Documentation Available : I have retained : Receipts and transaction histories showing payments made and discounts applied Text message records with XXXX  representatives Records of my cancellation request and refund Screenshots of receipts confirming discount structures I am prepared to submit these upon request to support this complaint. 



Next Steps : I am requesting your assistance in ensuring this matter is investigated, corrected, and that I am treated fairly in accordance with consumer protection laws. 

Thank you for your attention. 

Sincerely, XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation