Consumer complaint received 2026-04-28 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Struggling to pay your loan — 
Company: Westlake Services, LLC
State: MO

Complaint narrative:
I am filing this complaint against XXXX XXXX and its loan servicer, Westlake Portfolio Management, regarding a financing agreement obtained on my behalf by XXXX XXXX XXXX and Implants on or around XX/XX/year>, for a full-arch XXXX XXXX procedure totaling {$20000.00}. FINANCIAL SUMMARY On XX/XX/year>, I paid {$10000.00} directly to Kansas XXXX XXXX and Implants by credit card. XXXX XXXX subsequently disbursed an additional {$10000.00} to the clinic, at an interest rate of 24.90 %. From the loan proceeds, a {$500.00} origination fee was immediately deducted. On XX/XX/year>, a payment of {$310.00} was debited from my bank account. In total, XXXX XXXX XXXX and Implants received {$20000.00}. My total out-of-pocket expenses to date amount to {$11000.00}. ISSUE 1 : SERVICES NOT RENDERED The Treatment Acceptance Form I signed on XX/XX/year>, specified a full-arch XXXX XXXX procedure for the upper arch. The form contains the handwritten notation ' w/ flipper ( included in cost ), ' confirming the temporary flipper was contractually included in the total price of {$20000.00}. The form also shows the full {$20000.00} was collected as a deposit on the same day, leaving a remaining balance of {$0.00}. XXXX XXXX XXXX and Implants was paid in full before performing any substantive procedure. To date, the only item I have received is the temporary flipper, which was not even delivered until XX/XX/year>, despite being backdated to XX/XX/year> on the clinic 's billing statement. No teeth were extracted, no implants were placed, and no denture was fabricated or delivered. The clinic 's own billing statement reveals serious irregularities. The {$4000.00} charge for procedure code XXXX an implant-supported interim fixed denture was entered on XX/XX/year>, the same day as my consultation, before any fabrication could have taken place. Furthermore, all preparatory procedures required before denture fabrication, including bite records, alginates, wax try-in, and smile design, are listed at {$0.00} on the billing statement, indicating no substantive preparatory work was performed or charged. XXXX XXXX XXXX and Implants subsequently sent me a Refund and Release Form offering to refund only {$15000.00}, proposing to retain {$1000.00} for the temporary flipper despite it being explicitly included in the contracted price and {$4000.00} for procedure code XXXX, which was never performed or delivered. The clinic 's own partial refund offer is an acknowledgment that the full {$20000.00} was not earned. Additionally, the temporary flipper was charged at {$1000.00}, which is at the extreme high end of market rate for such a device. XXXX XXXX XXXX and Implants was fully aware from the outset that the flipper was intended only as a temporary measure. Despite this, they charged a premium price for a temporary device that was already contractually included in the total cost. I contacted XXXX XXXX XXXX and Implants by phone to request a full refund, but they refused. They are fully aware of my dispute. ISSUE 2 : FRAUDULENT INCOME ON CREDIT APPLICATION I suspect that the income listed on my credit application was not mine and was entered without my knowledge or authorization. During my consultation, I mentioned my roommate 's income and asked if her information, including her name, address, and place of employment, was needed. The clinic staff told me it was not required. I believe her income may have been used on my application regardless. I have been unable to obtain a copy of my original credit application from XXXX XXXX to verify the submitted income figure. I am requesting that the CFPB compel Covered Care and Westlake Portfolio Management to provide a complete copy of my original credit application, including the exact income figure submitted, pursuant to my rights under the Equal Credit Opportunity Act. ISSUE 3 : CONTRADICTORY ACTIONS BY WESTLAKE PORTFOLIO MANAGEMENT AND UNDISCLOSED BUSINESS PARTNERSHIP After contacting Covered Care to cancel my loan, I was informed verbally and in writing via email that only XXXX XXXX XXXX and Implants could initiate a cancellation or adjustment. I then contacted XXXX XXXX XXXX and Implants, but they refused to issue a full refund. On approximately XX/XX/year>, I received a letter from Westlake Portfolio Management on behalf of XXXX XXXX stating that a temporary hold had been placed on my loan due to concerns about the products and services rendered. However, that same day, Westlake Portfolio Management debited my bank account for a payment of {$310.00}. The loan was described as being on hold, yet collections continued, which is both deceptive and harmful. The letter further stated that if XXXX XXXX XXXX and Implants does not respond by XX/XX/year>, payment processing and collection activities would be re-initiated. XXXX XXXX XXXX and Implants has not responded to XXXX, despite being aware of my dispute. I am being forced to bear the financial consequences of their silence while incurring 24.90 % interest on a loan for services never provided. Significantly, during a phone call on XX/XX/year>, a XXXX XXXX XXXX and Implants employee named XXXX disclosed that the clinic and Westlake Portfolio Management operate in a formal business partnership. This relationship raises serious concerns about whether the lender and provider are coordinating to prevent my legitimate refund request, and whether Westlake Portfolio Management bears shared responsibility for the fraudulent loan origination. ISSUE 4 : RECENT CONTACT FROM XXXX XXXX XXXX AND IMPLANTS On XX/XX/year>, I received a phone call from XXXX, a XXXX XXXX XXXX and Implants employee and the same Smile Consultant who signed my Treatment Acceptance Form, who stated that the clinic had received notification from XXXX XXXX regarding my refund request. XXXX stated that once they received the signed Refund and Release Form they would refund {$15000.00}. I reiterated that I wanted a full refund minus only a fair amount for the temporary flipper. XXXX then claimed that a denture had been fabricated, which she stated accounts for the {$4000.00} charge. I told her I was not willing to sign the release form. I have since followed up with XXXX XXXX XXXX and Implants in writing requesting documented proof of the alleged lab work, including the lab invoice, fabrication date, lab name, and itemized costs. No teeth were ever extracted from my mouth, making it impossible for a properly fitted full arch denture to have been fabricated. ISSUE 5 : PREDATORY REFUND AND RELEASE FORM The Refund and Release Form presented by XXXX XXXX XXXX and Implants is extraordinarily one-sided. It requires me to permanently waive the right to file any complaint with any government agency, court, or authority. It also demands that I withdraw any complaints already filed, maintain permanent confidentiality, and indemnify the clinic against all future claims. It further threatens to reclaim the full {$15000.00} refund plus all attorney fees if I violate any term. I believe this document was deliberately designed to prevent me from reporting fraud rather than to legitimately settle a billing dispute. I have not signed it and do not intend to do so.

Company response to consumer: Closed with explanation