Business Profile

Timeshare Companies

Central Florida Investments, Inc.

Headquarters

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Complaints

This profile includes complaints for Central Florida Investments, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

648 total complaints in the last 3 years.
222 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/21/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello Im reaching out after several attempted to get this resolved directly with the Westgate River ********** and called and spoke to **** on 06/20 and 06/21 who informed me she escalated my issue to management and that either ****, ****** or ******** would be calling me back but I have yet to get any response or resolution. So just to sum up the issue I recently spent a vacation there with my family after making reservations and being told one thing and then getting there and being told another thing which had a negative impact on my experience that could have been more amazing since the property was beautiful. I booked 2 reservations for 2 platform tent which I was told would be a remaining balance at check in for $125.42 and $24.99 resort fees included in that just to get there and be told I had to pay $181 balance for each. I was also told that one of those reservations if I chose to pay the new resort fee of $49.99 I would get 6 water park tickets which would cover my family size and to get there and be told no its only 4 tickets. I spent a lot of money already just to be lied to and charged more than I was suppose to In addition to a $22 charge which Im not sure what that is for. All I am asking for this to be corrected and refunded the difference to match what I was told as the website also says 6 tickets to max amount of occupancy in the tent which is 6 so I shouldnt have been forced to pay something I wasnt informed of at reservation booking
Customer Answer
Date: 06/21/2025
I have since then been contacted by Westgate and they have agreed to correct the issue and refund me thank you no further action needed
Initial Complaint
Date:06/13/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have been longtime members of a timeshare through Westgate. Our reservation was through ***** at ************************** at ********************************************************************************** ************ from 6/7/25 through 6/14/25. We called ahead prior to leaving and they noted no issues and that all was good so we left ********* IL as planned. Upon arrival around 7:45 pm (cdt) they informed us that the villa we reserved was not available. They would not provide a reason and instead gave us a lesser value rooms without explanation. Upon further questioning we discovered that they gave our accommodation to furniture repair persons that were staying there and being paid by the resort. We in turn ended up in 3 separate adjoining condos with noise above and below us. We also did not have the room we intended for family gathering and an infant to freely roam. The floors were dirty. And we were told its a "dirt accumulating cleaner" well it worked since the baby's toys and clothes were filthy from crawling and our socks and feet filthy as well. It would have been nice if they gave us a notification that we would receive lesser accommodation as we may have rescheduled our stay. This was really disappointing as we have not had a full family vacation in decades. They don't care and won't provide anything or a place to file a complaint and treat us like they receive no consequences for their choices and actions. Our taxes and fees are paid up and we have lost money on this exchange and feel cheated and disrespected as long time customers of 20 years. Please help us in solving this dispute.
Business Response
Date: 06/18/2025
June 18, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************

RE:****** **********
Complaint ID # ******** - Account # ********** - *********

Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Mr. *********** complaint. We thank you for the opportunity to respond.

We regret to read of any inconvenience Mr. ********** may have experienced during his stay with us; however, please be advised that in reviewing his reservation, we were happy to see that compensation was provided previously, as his 2025 week was returned to him for future use; therefore, no further compensation will be provided.

As we continue to deeply value Mr. *********** relationship with Westgate Resorts and remain committed to providing him with the highest level of service, we encourage him to reach out to our department referrals as they aim to provide owners with direct assistance with their accounts. If Mr. ********** should need further assistance with his account, we highly encourage him to reach out to our *************************** at ************** / Option #4.

We thank you for the opportunity to be of service. Should any further concerns arise following this response, please do not hesitate to reach out to us at the email address furnished below.

Respectfully,

***** *., Executive Team
Correspondence
Westgate Resorts
***********************************************************************************************************************************

Ak/bp
Customer Answer
Date: 06/18/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** **********
Initial Complaint
Date:05/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 20, 2025 I checked into the resort, I did an upgrade and paid $816.34 in an upgrade charge. I was booked to stay May 20 through June 1, 2025. Today is 5/30/2025, I checked out of the hotel on 5/29/2025 due to the terrible stay that my family and I incurred. After we checked into our room I had to call over several things wrong/broke in my room. On May 23, 2025 at 9:13 pm a man walked into my room on my wife and seven year old. My wife and son were very scared that a man came into their room without them opening the door, the man let himself in, did not announce who he was or why he was there. We reported the incident and was told it was an engineer at 9:13pm. My seven year old was scared the next couple of days that someone was going to get us. Then on 5/27/2025 our room flooded, it took 3 phone calls to get someone to our room. We had to be evacuated from the room and was given another room. A ******* was to help move our items to the new room, he took the empty cart and gave us the keys with no help. The new room only had once sink working, no screen door. After all of this we decided we had enough of a nightmare and checkout early cutting our vacation short. The first room was 328 and the second room was 322. I am seeking a full refund of my stay. We will not be staying with the Westgate again.
Business Response
Date: 06/05/2025
June 5, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************

RE:******* ******
       Complaint ID # ******** - *********

Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Mr. ******* complaint.We thank you for the opportunity to respond.

Mr.********, please be advised that to properly research and address Mr. ******* presented concerns, we require additional and more specific information regarding his allegations, such as the associated reservation number and the name of the resort he attended. We ask that Mr. ****** contact us at the email address furnished below with this information or provide this information via the Better Business Bureau forum, at his earliest convenience. Following receipt of this information, we will proceed accordingly.

We thank you for the opportunity to be of service.

Respectfully,

***** *., Executive Team
Correspondence
Westgate Resorts
***********************************************************************************************************************************

Ak/bp
Customer Answer
Date: 06/11/2025

Complaint: 23399832

I am rejecting this response because:
Consumer
Most Recent Message
Date Sent: 6/5/2025 3:52:33 PM
Guest Name: ******* ******
Confirmation number per email: BTJ5M
Arrival date: 5/20/2025
Westgate *********
***************************************
Folio Id ************
First room number 328
Second room number 322
Asking for a refund of $1519.32

Sincerely,

******* ******
Business Response
Date: 06/17/2025
June 17, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************

RE:******* ******
       Complaint ID # ******** *********

Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Mr. ******* complaint.We thank you for the opportunity to respond.

While we truly regret any inconvenience Mr. ****** may have experienced during his stay with Westgate, in reviewing his reservation, we were happy to see that compensation was provided by Resort Management during his stay accordingly;therefore, no further compensation will be provided. We would like to thank Mr.****** for giving Resort Management the opportunity to address this matter while he was still on property.

We thank you for the opportunity to be of service.

Respectfully,

***** *., Executive Team
Correspondence
Westgate Resorts
***********************************************************************************************************************************

Ak/sp
Customer Answer
Date: 06/18/2025

Complaint: 23399832

I am rejecting this response because:
After the nightmare of a stay I should receive a full refund. We stay at Westgate every year and never again will I nor my team do business with Westgate.
I would like my money back please.
Sincerely,

******* ******
Business Response
Date: 06/18/2025
June 18, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************

RE:******* ******
       Complaint ID # ******** - *********

Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Mr. ******* complaint.We thank you for the opportunity to respond.

Mr.********, while we regret to read of Mr. ******* dissatisfaction with our response; however, as previously advised, he has been compensated previously for the inconveniences he experienced. As such, our research has concluded that no further compensation is necessary in this situation and we will not be offering a refund.

We thank you for the opportunity to be of service.

Respectfully,

***** *., Executive Team
Correspondence
Westgate Resorts
***********************************************************************************************************************************

Ak/bp
Customer Answer
Date: 06/19/2025

Complaint: 23399832

I am rejecting this response because: I would like to be refunded the rest of my money

Sincerely,

******* ******
Initial Complaint
Date:05/21/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Please See Attachment
Business Response
Date: 06/03/2025
June 3, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
**************************************************************************************

RE: ****** and ******** *****
Complaint ID # ******** Account # *********** *********

Dear *** *************************************** Resorts is in receipt of your correspondence regarding ****** and ******** ****** complaint. We thank you for the opportunity to respond.

***********, please be advised that *** and Mrs. ****** accounts in question have been cancelled due to non-payment. As such, they are no longer the owners of record.

That being said, please be advised that our records indicate that they still own their Planet Hollywood Resort account. Please advise *** and Mrs. ***** that Westgate does not govern that ****************** and was not a party to the transactions referenced in their complaint.

We thank you for the opportunity to be of service.

Respectfully,

****** *., Executive Team
Correspondence
*********************************************************************************************************************************** (Attn: ****** ****************
Initial Complaint
Date:05/13/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The sales process misrepresented the ease of booking, the availability of resorts, and the overall flexibility of the timeshare. We entered into this agreement under the impression that using the timeshare would be simple and convenient, yet our experience has been the opposite.We have repeatedly attempted to make reservations, only to find extremely limited availability,making it impossible to enjoy what we were promised. Despite assurances from the sales representatives that we would have an abundance of options and opportunities, the reality has been frustratingly different. We have been left feeling deceived and disheartened by the entire process.Additionally, the unexpected financial burdens, including rising fees and difficulty in selling or exiting the contract, have placed a significant strain on us. When we initially agreed to this purchase, we were not made fully aware of the continual and increasing financial obligations that would persist regardless of our ability to use the timeshare. We have been burdened with payments that far exceed what we expected, making this an ongoing hardship that we cannot continue to bear.Another serious concern is the fact that we were not fully informed about the financial obligation being passed on to our children. This was never clearly disclosed, and we find it deeply troubling that such a long-term burden was not made explicitly clear at the time of purchase.Had we been given complete and transparent information about the long-term implications,including the potential inheritance of debt, we never would have entered into this agreement.This omission of critical details is unacceptable, and we believe it is further justification for the cancellation of our contract.
Business Response
Date: 06/03/2025
June 3, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************

RE:******* ******
Complaint ID # ******** - Account # *********** - *********

Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Mr. ******* complaint.We thank you for the opportunity to respond.

Mr.********* please be advised that Westgate has addressed Mr. ******* concerns previously. While we regret to read of his feelings towards Westgate, please know that Westgates position remains unchanged. As such, we will be forwarding an additional copy of our previous response to Mr. ******* via the email on file, for further review.

Ultimately,the contract, as written, remains valid and enforceable. Nonetheless, as we continue to deeply value Mr. ******* relationship with Westgate Resorts and remain committed to providing him with the highest level of service, we encourage him to reach out to our department referrals as they aim to provide owners with direct assistance with their accounts. While they do not offer cancellation services, we ask that Mr. ****** please contact our ****************************** at *************** for direct assistance with the account.

We thank you for the opportunity to be of service.

Respectfully,

***** *., Executive Team
Correspondence
Westgate Resorts
***********************************************************************************************************************************

Ak/bp
Initial Complaint
Date:05/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date: February 13, 2025 Name: ********* ************ ******** Contract #: 30585156133-000
Business Response
Date: 05/27/2025
May 27, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************

RE:**** ******** and ********* *****
Complaint ID # ******** Account # *********** *********

Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Mr. ******** and Ms. ****** complaint. We thank you for the opportunity to respond.

Mr.********, please be advised that our records indicate that Westgates response addressing these concerns was emailed to Mr. ******** and Ms. ***** on April ******. As such, please find an additional copy uploaded along with this response for further review. Keep in mind that Westgate's position remains unchanged,and Mr. ******** and Ms. ****** contract stands valid and enforceable.

While Westgate is unable to control whether Mr. ******** and Ms. ***** choose to accept our offer of help, we again reach out to assist them. For further assistance with their account, we ask that Mr. ******** and Ms. ***** please reach out to our *************************** directly at **************.

We thank you for the opportunity to be of service.

Respectfully,

***** *., Executive Team
Correspondence
Westgate Resorts
***********************************************************************************************************************************

Ak/sp
Attachment
Customer Answer
Date: 07/01/2025

Complaint: 23308857

I am rejecting this response because:

Sincerely,

**** ********
Initial Complaint
Date:05/06/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In June 2020, I purchased a timeshare at Westgate Lakes in Florida. In November 2023, I was pressured into switching to Westgate ************** in ********* with the promise of a better room, access to all Westgate locations (including ***), and international travel. I later found out these promises were false. I was not told that I would have to pay for another program to travel internationally or that access to other resorts was restricted.I was also told I had 30 days to cancel, but when I tried to do so, I was informed it was only 10 days. The representative failed to follow up as promised. I reached out by text, but no proper support was given. Additionally, my mother never signed anything, yet the contract was pushed through anyway.I was never told the timeshare was non-deeded. I thought I was buying real property. This was a major detail that was left out and misled me into signing something I did not fully understand. I also noticed the interest rate kept changing, and despite making payments, my balance ($19,541) has not decreased. This has left me in debt for something I cant ****** make matters worse, I was previously scammed by a resale company called **** Vacation. I lost $2,000 trying to sell the timeshare. Since then, *** received constant scam calls from companies offering to help sell my timeshare, and I believe my personal information may have been leaked. Westgate is the only company with that data.This situation has caused me financial and emotional stress. I am asking for a full cancellation of my timeshare contract, removal of the loan balance, and a refund of all payments made. I want to be released from any legal or financial obligation to Westgate.
Business Response
Date: 05/27/2025
May 27, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
**************************************************************************************

RE: Neseree Farouk Delkader Fata
Complaint ID # ******** Account # *********** *********

Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Ms. ***** complaint. We thank you for the opportunity to respond.

First and foremost, please allow us to apologize for any lack of response Ms. **** may have experienced regarding trying to contact the sales representative; however, she can rest assured that her voice has been heard. Additionally, we are truly sorry to read about the difficult situation Ms. **** is currently facing. We are aware that such events can result in hardships in our lives and strive to be of assistance when our owners are confronted by them.

It is Westgates desire that Ms. **** always enjoy her vacation with us, and we will make every effort to meet her needs during her visit. Please know that if she ever experiences any issues during her stay, we encourage Ms. **** to alert the Front Desk staff immediately. Their function is to intercept any potential problems and work toward providing a solution in a timely manner. In addition, we do ask our owners to complete the Maintenance Survey while they are on property. Thoughtful observations from Westgate families, such as Ms. *****, enable us to properly monitor our performance,thereby ensuring that Westgates customer service standards never falter.

To add, we are sorry that Ms. **** may have been taken advantage of by untrustworthy third-party resale companies, and her feelings towards Westgate. If Ms. **** chooses to use the services of a real estate broker, we encourage all resale efforts to go through a reputable performance-based company; one that will charge their fee only after the property is sold. Many companies charge large up-front advertising fees, and there is no guarantee of a sale. Be advised that Westgate is not affiliated with any third-party resale or rental company, nor provides owner information to outside entities.

We apologize if Ms. **** felt uncomfortable or pressured in any way while attending our sales presentation. Since there may have been offers presented on a first-come, first-served basis, depending on the available inventory, the representative may have expressed some urgency regarding the offer. However, she was never obligated to remain past the agreed-upon time to receive any incentive or to purchase a timeshare. As the consumer, Ms. **** has the right to inform the sales staff or closing officer of any discomfort to ensure proper action is taken, or refrain from purchasing if her concerns are not addressed to her satisfaction. Further, as for Ms. ***** concerns regarding her mother not signing, please be advised that our records indicate the necessary documents were completed in order to release the previous ownership back to Westgate, at the current owners request to have her removed on the day of sale. While they had the option of adding her back to the property they appear to have chosen not to do so. Delayed completion of this process in no way negates the contract executed by Ms. **** on the day of sale.

To offer clarification on Ms. ***** booking concerns, please allow us to briefly explain her ownership and some benefits she has as an owner. On November 6, 2023, ******* purchased an All-Season week in a 2-Bedroom Deluxe Lock-off Villa for use during the Odd-numbered years with the first occupancy in 2025 at the Westgate ************************************* & Water Park. The lock-off unit allows the consumer to either use the entire two-bedroom unit in one vacation period or to split the unit into multiple vacation periods by locking off a portion. Ms. **** also has the right to occupy her unit at her home resort during her current year and season of ownership without being charged additional fees. To improve the likelihood of securing desired travel dates, Westgate allows owners to book reservations up to eleven (11) months in advance of their travel dates. Any reservations outside of Ms. ***** contracted usage rights are considered owner benefits (e.g., exchanges, split weeks, etc.), which are also based on availability and subject to the Westgate Resorts Internal Exchange (WRIE) terms and conditions and are not contractual in nature.

Furthermore, we can confirm that, in closing, ******* was provided a state-mandated rescission period for contract cancellation. This information can be found just above her signature on the Contract for Purchase and Sale (Contract)document. Please know that we will be issuing a copy of this document to *******, via the email on file, so she may review it further. Ms. **** was also provided with clear instructions had she decided to cancel as well as the mandatory timeframe. Because we have nothing on record to show that ******* cancelled within the allotted timeframe, it is Westgates position that the rescission period for contract cancellation has passed; as a result, her request to be released from her contract has respectfully been denied. Westgate has fully complied with its legal obligation by conspicuously stating the mandatory rescission in the fully executed Contract as there is no legal obligation for verbal disclosure of the statutory rescission period. Please recognize that Ms. **** purchased an interest in deeded real estate; deeds are perpetual in nature.

Ultimately, we can confirm that full and fair disclosure of all purchase terms, including the exchange company membership and the maintenance and tax obligations, was provided in accordance with all laws, on the day of sale, for each purchase. This is further confirmed by our review of the recorded closing for not only Ms. ***** current Westgate ownership but also the original purchase as well. Additionally, our records indicate that Ms. ***** interest rate has only dropped as a part of the current deal; however, it was fixed in each deal and in no way fluctuates. With this, the contract, as written, stands valid and enforceable.

We understand that it can be frustrating to learn her contract cannot be cancelled; however, please know that we do want to help *******. It is important to realize that our offer of assistance is something that provides you with additional resources and a choice of whether to accept or decline this offer. While they do not offer cancellation services, our department referrals will provide help to the best of their abilities. For direct assistance with her account, we ask that ******* please contact our ******************************************** at ************** / Option #4.

We thank you for the opportunity to be of service. Should any further concerns arise following this response, please do not hesitate to reach out to us at the email address below.

Respectfully,

***** *., Executive Team
Correspondence
Westgate Resorts
***********************************************************************************************************************************

Ak/sp
Customer Answer
Date: 05/27/2025

Complaint: 23288216

I am rejecting this response because:
Thank you for providing Westgates response to my complaint. While I appreciate the acknowledgment, I am not satisfied with the outcome or the explanations provided. I am submitting this follow-up with supporting evidence.

1. Misrepresentation of Rescission Period and Lack of Response
During the sales process, I was told by the representative (*******) that I had 30 days to cancel. I followed up with him by text, but he never responded. By the time I was informed the rescission period was actually only 10 days, it was too late. I have attached screenshots of these messages, including my request to cancel the contract within what I believed was the allowed time.

2. My Mother Did Not Originally SignShe Was Later Pressured
Westgate claimed all documents were completed correctly at the time of sale, but that is not true. My mother did not sign any documents at the time of the transfer in 2023. She was pressured to sign later, in 2024, because she was told she had to sign in order to use the timeshare. That was not part of our original understanding, and it felt manipulative.

3. Poor Room Conditions and Dismissive Customer Service
During my stay, I discovered stink bugs in my room multiple times. When I reported this, the response I received was dismissivetheyre just annoying. Ive included a photo of the bug in my room and the text exchange where I reported it. This reflects low quality and a lack of concern for cleanliness and guest comfort.

4. Pressure During the Sales Process
I felt heavily pressured during the sales presentation and was not given adequate time or clarity to fully understand what I was signing. I left feeling confused and overwhelmed. The sales tactics used were aggressive and emotionally manipulative, especially in how the urgency of the deal was presented.

Given the above, I respectfully request that my timeshare contract be canceled and requested for a refund. I was misled about my right to cancel, pressured during the sale, ignored after reaching out for help, and placed in a long-term financial agreement under unfair and unclear terms.

I am prepared to pursue further legal and regulatory actions if needed, but I am still hoping for a fair and reasonable resolution.

Thank you for your time and consideration.

Sincerely,

Neseree Fata
Business Response
Date: 06/03/2025
June 3, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
**************************************************************************************

RE: Neseree Farouk ******** Fata
Complaint ID # ******** Account # *********** *********

Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Neseree Farouk ******** Fatas complaint.We thank you for the opportunity to respond.

Mr.********, please allow us to clarify that Westgate communicated that the mother completed the necessary documents for the Quit Claim Deed (***)process to be completed; the day of sale reference was specific to the daughter, Ms. ********* specifically asking for her mother to be removed from the contract documents altogether on the day of sale. The mother later completed the *** necessary to release the original property from her name. This secondary process has no bearing on the contract the consumer executed on the day of sale as advised.

That being done, please be advised that Westgate has previously addressed the concerns presented and our position remains unchanged; absent Ms. ******** providing supporting documentation for her claims of communication within the full disclosed rescission period, the contract remains valid and enforceable.

While we are appreciative of Ms. ******** concerns, Westgate remains available to help. For personalized assistance on all account matters, Ms. ******** may contact our **************** Team at ************** / Option #4.

We thank you for the opportunity to be of service.

Respectfully,

****** *., Executive Team
Correspondence
*********************************************************************************************************************************** (Attn: ****** ****************
Customer Answer
Date: 06/04/2025

Complaint: 23288216

I am rejecting this response.
Dear ****** *. and the Executive Correspondence Team,

Thank you for your response. I respectfully disagree with your position and would like to clarify and reiterate my concerns:

Misrepresentation of Rescission Period On the day of sale, I was told by your sales representative that I had 30 days to cancel. Believing this was accurate, I followed up shortly after the sale. If I had been correctly informed that the rescission period was only 10 days, I would have acted differently. This false information was a direct factor in my decision to move forward.
Mothers Name and False Claims Made During Recorded Sales Call During the recorded sales presentation with your representative, *******, I clearly asked to have my mother removed from the contract. ******* stated that if anything were to happen to her, the timeshare would automatically be paid off and I would just need to call in. I relied on this statement. However, nearly two years later, I was told that I couldnt use the timeshare unless my mother signed more paperwork. This completely contradicts what I was told during the sale and is clear misrepresentation.
Lack of Guidance and Sales Rep ******** Follow-up I attempted to follow up with *******, but he stopped responding after the sale. Ive included screenshots of these unanswered messages in the attachments.
Scam Exposure and Data Breach After this transaction, I began receiving timeshare resale scam calls and emails. I was contacted by fraudulent companies that had my contract information, and I fell victim to one of these scams. This clearly suggests that my information was shared or sold by Westgate or a connected party.
Poor Property Condition I have also included a photo of a stink bug found in the unit a small but symbolic example of the poor quality that contrasts with what was promised.

I have attached the following supporting materials for your review:

Attachment A: Screenshots of texts with ******* showing unanswered messages
Attachment B: Two examples of timeshare-related scams and fraud attempts
Attachment C: Photo of unit condition (stink bug found inside)

These documents support my claim that I was misled during the sales process, my privacy was compromised, and my concerns were ignored. Given all of this, I am requesting that Westgate terminate my contract entirely or provide a full resolution. If not, I will continue my case through the Florida Attorney General, DBPR, FTC, and CFPB.

Sincerely,
Neseree Fata

Customer Answer
Date: 06/04/2025

Complaint: 23288216

I am rejecting this response because it ignores the core issue of misrepresentation and deceptive sales practices that occurred at the time of the contract signing. I was explicitly told by the Westgate representative that I had 30 days to cancel, which is clearly documented in the text messages I submitted. I relied on that false information and attempted to cancel the agreement based on what I was told only to later discover that the actual rescission period was only 10 days.

Their refusal to acknowledge or take responsibility for their agents false claims shows a lack of accountability. The fact that I was misled into a binding contract under false pretenses qualifies as fraud and deception. This issue is not simply about paperwork its about being tricked into signing something I never fully understood due to high-pressure tactics and misinformation.

Additionally, I am awaiting responses from the Florida ************************* *************************** office, DBPR, CFPB, and FTC. Until this matter is fully investigated and resolved, I do not accept Westgates denial of responsibility and will continue pursuing cancellation and a refund.

Sincerely,

Neseree Fata
Initial Complaint
Date:05/05/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom It May Concern,On 5/18/2019, we purchased a timeshare at Westgate Vacation Villas in *********, Florida, during what was supposed to be a brief breakfast presentation while on vacation. What followed were extremely aggressive sales tactics. We felt immense pressure to sign, and the sales **** would not let us walk away. The woman who sold us the unit made false promises about staying in touch and helping with bookings. We never heard from her again after signing.Since the purchase, weve only stayed at Westgate three times and never in the unit we actually bought. Each visit involved issues with the rooms, and we had to change rooms twice. We also mistakenly attended an "owner's breakfast" expecting useful information but were subjected to even more aggressive sales tactics than the initial experience. We were followed, pressured, and treated with disrespect. ***** was literally chased when trying to leave.We also had to fight to get our cash deposit returned. At purchase, we werent told that we'd need to pay an $800 HOA fee upfront just to book. That was never disclosed, and it has prevented us from using our ******* total, we've been paying $200/month for over 3 years for something we have never been able to use. It feels predatory and dishonest. We realized within months that we made a huge mistake, but by then it was too late.Westgates practices are deceptive and coercive. We feel trapped in a contract we were pressured into, for a product that has brought us nothing but frustration and regret. Your company should be ashamed.
Business Response
Date: 06/11/2025
June 11, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
**************************************************************************************

RE: ***** ********
Complaint ID # ******** Account # *********** *********

Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding ***** ********* complaint.We thank you for the opportunity to respond.

Mr.********* please be advised that Westgate has previously addressed these same concerns presented by Mr. ********* and our position has not changed. For your convenience, you may find a copy of Westgates previous response below for your review.

While we are appreciative of Mr. ********* concerns, we remain available to help. We encourage Mr. ******** to contact our Contract Mediation Team at ************** for further assistance regarding his ownership.

We thank you for the opportunity to be of service.

Respectfully,

****** *., Executive Team
Correspondence
*********************************************************************************************************************************** (Attn: ****** *.)

Sb/bp

November 15, 2022

***** ********
****** *********
********************************************************************************************

Email:**********************************

RE:Account # *********** / Case # *********

Dear Mr. ******** and Ms. **********

Thank you for your patience while we reviewed your correspondence. We apologize for our delay in response and for any inconvenience this may have caused. You may find our response below. For your convenience, we have attached additional copies of the documents mentioned herein.
First and foremost, we are sorry for any issues you may have experienced while attempting to get in contact with your sales representative. At Westgate, we always hope to provide our owners with the highest level of customer service, and we are sorry if you feel as if we have not met that standard for you.

We are additionally sorry if you felt uncomfortable or pressured in any way while attending our sales presentation. Since there may have been offers presented on a first-come,first-served basis, depending on the available inventory, the representative may have expressed some urgency regarding the offer. However, although Westgate is a sales-driven company, you were never obligated to remain past the agreed-upon time to receive your incentive or to purchase a timeshare. There are hundreds of consumers daily who choose not to purchase and leave with their agreed upon incentive after their time commitment has ended. Further,while you have stated that you felt rushed through the signing process, please know that had you informed the closing officer of this concern, they most certainly would have proceeded at a pace with which you were comfortable.

As for your concerns regarding the update meetings, while we certainly appreciate your attendance at them, we would like you to know that they are voluntary, unless they are part of the terms of your stay or if you accept an offer for gifting. Otherwise, you are never obligated to attend. With regard to your rental concerns, allow us to refer you to your Acknowledgment of Representations document, wherein you acknowledged that you purchased this property for personal use, that there were no representations made regarding investment or resale potential, and that the Developer does not have a rental or resale program to assist ****** addition, be advised that Westgate does not utilize a points-based system.

We ask you to understand that your allegation regarding your maintenance dues and taxes (M&T) is a verbal allegation we cannot validate. You are obligated to pay your M&T regardless of your personal usage of the timeshare. As for your allegation that you did not understand your Contract for Purchase and Sale (Contract), be advised that every owner is provided a state-mandated rescission period, wherein you could have reviewed the purchase terms at your leisure and sought assistance with understanding them if you felt it necessary. The terms for rescission were conspicuously disclosed within your Contract.

We were disheartened to read that you may have had some issues attempting to utilize your owner benefits. Be advised that owner benefits are not contractual in nature and subject to change. As for your concerns regarding your unit, be advised that we could not find any reservations associated with your account. If you have further information regarding this concern, we encourage you to forward it to the email address furnished below.

Lastly,while we understand your concerns regarding the willing of your timeshare, we encourage you to consult with a professional legal advisor, as each owners situation is unique.

Mr.******** and Ms. ********** our review has concluded that your contract is valid and enforceable. We thank you for the opportunity to be of service. Should you require further assistance, we encourage you to contact our **************** Team at **************.While they do not provide contract cancellation services, they are committed to helping you.

Respectfully,

Executive Team
Owner Relations Correspondence
Westgate Resorts
************************************************************************

Ap/bp
Attachments
Initial Complaint
Date:05/02/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The down payment $2,609 was paid via credit card with interest accruing; balance is consistently being drafted out of my bank account each month for $486.93 with interest accruing, effective February 2025. The attached letter below was sent to Westgate to ********************************* and also mailed via certified mail. I also filed a complaint with both the Mississippi and the Florida Attorney Generals.I am seeking your assistance with the request in the attached document below.I can be contacted via mail (********************************************), via email ****************************** or via phone **************. Thank you in advance for your cooperation. **************************** ******
Business Response
Date: 05/19/2025
May 19, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
**************************************************************************************

RE: ****** and ********* ******
Complaint ID # ******** Account # *********** *********

Dear *** *************************************** Resorts is in receipt of your correspondence regarding ****** and ********* ******* complaint. We thank you for the opportunity to respond.

************ please be advised that Westgate has previously addressed these same concerns presented by *** and Mrs. ******* and our position remains unchanged. For your convenience, you may find an additional copy of Westgates previous response attached for your review. Please be advised that the consumers have previously received copies of the documents mentioned in Westgates response.

While we are appreciative of *** and Mrs. ******* concerns, Westgate remains available to help. For personalized assistance on all account matters, we encourage them to contact our *************************************** Line at ************** / Option #4.

We thank you for the opportunity to be of service.

Respectfully,

****** *., Executive Team
Correspondence
*********************************************************************************************************************************** (Attn: ****** *.)

Sb/sp
Attachment
Customer Answer
Date: 05/20/2025

Complaint: 23280853

I am rejecting this response because: there are several contradictions in this response. First, they say they cannot validate verbal responses but then they say things were verbally disclosed. Second, it is apparent that some of this is a copy of paste as I never said anything about the quality of the resort. So I'm not sure why this was included in the response. And no I have not used it because I can't get consistent information from agent to agent on how to use it as mentioned. So I have already been in contact to get help and the information changes from person to person. As far as a rental program, I never said there was one. I said we were told we could use the property to rent out for income when we want, which again that was untrue along with many other things that I mentioned were not true. I DO NOT accept this response as I do not even know who this person is that is responding and they were not involved in my presentation nor closing.

Sincerely,

****** And ********* ******
Business Response
Date: 05/29/2025
May 29, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************

RE:****** and ********* ******
Complaint ID # ******** - Account # *********** - *********

Dear *** *************************************** Resorts is in receipt of your correspondence regarding *** and Mrs. ******* complaint. We thank you for the opportunity to respond.

***********, please understand that, while *** and Mrs. ****** are entitled to their opinions with regard to our response, it in no way changes Westgate's position. Please be advised that any concerns presented that are of an escalated nature are fully reviewed, researched, and responded to by our *********************** Compliance and Correspondence Team, per our company protocol. The review was completed based on the documentation on hand and what was provided to us. The challenge is that verbal allegations cannot be substantiated; thus, we must rely on the contract documents, which contradict ***and Mrs. ******* claims. Westgate's final findings are based on the lack of documentation needed to negate what *** and Mrs. ****** agreed to and acknowledged on the day of sale with their signatures.

With regard to the most recent verbal disclosure claim, specifically in *** and Mrs.******* case, be advised there has been nothing provided to support or validate their verbal claim. Westgate has specifically directed them to the executed documents that contradict their claims, and also made *** and Mrs. ****** aware that Westgate has the recorded closing. This validates that the fee was verbally disclosed, in addition to their signatures on the contract documents. Overall, Westgate's verbal claim is wholly validated and admissible if necessary.

Additionally,please recognize that *** and Mrs. ****** previously referenced the quality of the property by stating, Misrepresented property quality: I specifically asked ******* if the unit we purchased was exactly like the one that we toured, and she confirmed the unit we toured was identical to what we purchased. We have since learned the actual units vary and do not include full kitchens or similar furnishings, so this was untrue. Please understand, this is why Westgate also addressed the quality of the property.

With respect to the rental program concern, please know that Westgate referenced a section of a document executed by both *** and Mrs. ****** on the day of sale that was indicative of Westgate's position as a whole with regard to rental and investment. Their choosing to focus on one specific line item rather that the entirety of the subject matter acknowledged on the day of sale was solely their responsibility. Nonetheless, we can confirm that *** and Mrs. ****** are well within their rights to rent their contracted occupancy as they see fit. However,please be advised that Westgate does not charge a fee to do so as Westgate does not offer any type of rental program or assistance, as we have previously advised.

Ultimately,the contract, as written, remains as valid and enforceable. While Westgate is unable to control whether *** and Mrs. ****** choose to accept our offer of help, we again reach out to assist them. For further assistance with their account, we ask that *** and Mrs. ****** please reach out to our *************************** at ************** / Option #4.

We thank you for the opportunity to be of service. Any inquiry of a similar nature will be met with the same response moving forward.

Respectfully,

***** *., Executive Team
Correspondence
Westgate Resorts
***********************************************************************************************************************************

Ak/am
Customer Answer
Date: 05/30/2025

Complaint: 23280853

I am rejecting this response because again we were sold one thing and given another with misrepresentation and false information. Furthermore, as mentioned, we have already reached out to Westgate to get assistance; AGAIN, we were told the only option for current owners is loan assumption and nothing else unless somebody takes over our loan. So I'm not sure why we are continuously asked to contact Westgate for assistance when they are not cooperative at all since we are current; hence us opening up this complaint and others. Further reason why we should get cooperation as we have done our part in paying on time, every month. We made this request and have paid in good faith but are not getting cooperation from Westgate. However, if Westgate is not willing to work with us to abide by our request in our original letter, we will be forced to escalate more. Again, WE DO NOT ACCEPT THIS RESPONSE FROM WESTGATE as it is not resolving the complaint at all.

Sincerely,

****** And ********* ******
Initial Complaint
Date:05/02/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally file a complaint against Westgate Resorts regarding the ongoing issues related to our timeshare contract. My name is ***** *****, and I am contacting you on behalf of myself, ******* *****, and ******* ******. Our experience with Westgate has been deeply disappointing, prompting this action.Initially, we entered into a contractual agreement with high hopes for a profitable investment that would allow us to rent out our timeshare. However, we felt pressured to upgrade our package, despite our financial concerns. It has become clear that the representation provided by Westgate was misleading, leading to significant financial strain. Critical details about the payment structure over the next decade were not properly disclosed, resulting in unforeseen challenges that have burdened us financially.Despite our attempts to sell our timeshare, we have been unsuccessful, even after seeking external assistance, which only increased our financial woes. The package we purchased does not meet our needs, and we now find ourselves unable to utilize the property due to the escalating costs associated with maintenance fees. Our original intent to have a vacation home accessible at any Westgate Resort has become unachievable, negatively impacting our ************* we approach 2024, our hope of selling the timeshare has diminished, particularly because we are unable to afford another year of maintenance fees without being able to use the property. This situation has not only become a financial burden but has also stripped away the joy of vacationing that we sought when purchasing the ************ light of these circumstances, we respectfully request the termination of our contract and a refund of any money to which we may be entitled. We appreciate your attention to this matter and look forward to a resolution.Sincerely,***** *****, ******* *****, ******* ****** *********************************
Business Response
Date: 06/03/2025
June 3, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************

RE:***** *****, ******* ****-***** and ******* ******
Complaint ID # ******** - Account # *********** - *********

Dear *** *************************************** Resorts is in receipt of your correspondence regarding *** and Mrs. ***** and Ms. ******* complaint. We thank you for the opportunity to respond.

***********, while we certainly appreciate *** and Mrs. ***** and Ms. ******* concerns with any increase in their maintenance dues and taxes (M&T), it is important to understand that the maintenance dues represent the only source of revenue available to pay the cost of maintaining their resort. The OwnersAssociation is responsible for calculating the resorts annual budget and dividing it equitably among all the owners so that each one pays a fair share of the costs needed to preserve the integrity of the resorts services while keeping the costs as low as possible. If the cost of goods and services to maintain *** and Mrs. ***** and Ms. ******* resort increases, this increase to the Budget is divided amongst all the resort owners so that each pays his fair share of the increase. It is also important to know that all of the maintenance dues paid go directly to the ******************, and that the Developer pays his share of the M&T on all unsold timeshare weeks at their resort, so he has a vested interest in keeping costs as low as possible.

Additionally,please be advised that the long-term financial structure of the loan was, in fact, fully disclosed in writing as well as verbally during the recorded closing. This included the *****% fixed interest rate for ten (10) years, that the monthly payments remain the same throughout the life of the loan if paid over ten (10) years, and that there is no prepayment penalty. As such, we are unsure what *** and Mrs. ***** and Ms. ****** are alleging was not disclosed.

For further assistance with their account, we ask that *** and Mrs. ***** and ********* please reach out to our ***************************** at **************.

We thank you for the opportunity to be of service.

Respectfully,

***** *., Executive Team
Correspondence
Westgate Resorts
***********************************************************************************************************************************

Ak/bp
Customer Answer
Date: 06/05/2025

Complaint: 23277217

I am rejecting this response because: While Westgate asserts that maintenance dues represent the only source of revenue for resort upkeep, its crucial to acknowledge that the increasing costs are causing significant financial strain on owners like myself, Mr. ****** and Ms. ******* The manner in which these increases are communicated and justified leaves many owners feeling undervalued and misinformed.
Westgate's response suggests that all increases are equitable and necessary; however, it fails to address the lack of transparency in how these costs are calculated. We believe that more detailed breakdowns of budgetary decisions and cost increases should be provided to owners to ****** trust and understanding.
Regarding the disclosure of the loan's financial structure, while the interest rate and terms were mentioned, it is concerning that the potential impact of maintenance dues increases was not adequately emphasized during the closing process. Many owners, including myself, were led to believe that the dues would remain manageable, without the substantial hikes we are currently experiencing.
We appreciate Westgate's invitation to contact the ****************************** however, we feel that a more proactive approach is necessary to address our concerns comprehensively. We hope that Westgate can provide a more transparent dialogue regarding the cancelation of our timeshare.
Thank you for your attention to this matter.

Sincerely,

***** *****
Business Response
Date: 06/11/2025
June 11, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************

RE:***** *****, ******* Gray *****, and ******* ******
Complaint ID # ******** Account # *********** *********

Dear *** *************************************** Resorts is in receipt of your correspondence regarding *** and Mrs. ****** and Ms. ******* complaint. We thank you for the opportunity to respond.

We regret to read of *** and Mrs. ****** and Ms. ******* feelings towards Westgate; however, please allow us to confirm that every Westgate owner is provided with a breakdown of their property's annual budget as a part of their Maintenance and Tax (M&T) billing statement. We can further confirm they are also made aware of the Annual HOA meetings which owners are welcome to come and attend, and, if they so choose, voice any concerns they may have.

Ultimately,*** and Mrs. ****** and Ms. ******* choice not to explore possible options available through our Contract Mediation Team, solely due to their delinquency, is entirely their decision. Nonetheless, Westgate's position remains that the contract stands valid, enforceable, and will not be canceled based on the unsubstantiated allegations presented.

While Westgate is unable to control whether *** and Mrs. ***** and Ms. ****** choose to accept our offer of help, we again reach out to assist them. For further assistance with their account, we encourage them to please contact our ***************************** at **************.

We thank you for the opportunity to be of service. Please be advised that any inquiry of a similar nature will be met with the same response moving forward.

Respectfully,

***** *., Executive Team
Correspondence
Westgate Resorts
***********************************************************************************************************************************

Ak/sp
Customer Answer
Date: 06/13/2025

Complaint: 23277217

I am rejecting this response because:I find their assertions to be unconvincing and reflective of a larger issue I have experienced as a Westgate owner.

First, Westgate states that all owners receive a breakdown of their property's annual budget. While I can confirm that I have received documentation, the clarity and comprehensiveness of this information have often been lacking. Important details regarding fees and assessments are not always transparently communicated, leading to confusion and frustration. It is essential that owners fully understand these documents, and I believe Westgate has fallen short in this regard.

Moreover, while Westgate claims that owners are encouraged to attend Annual HOA meetings, in practice, these meetings often feel more like formalities where genuine concerns are sidelined. Many owners, including myself, have attempted to voice issues only to feel unheard. The notion that attending these meetings is a viable avenue for addressing grievances seems disingenuous when the structure of these gatherings does not ****** open dialogue or resolution.

Westgate's assertion that my decision not to engage with their Contract Mediation Team is solely due to my delinquency does not reflect the full context of my situation. I have sought resolution and assistance on several occasions, only to be met with responses that lack empathy or understanding of my concerns. The failure to address the underlying issues that led to my complaint suggests a systemic problem within Westgate's customer service approach.

Finally, while I appreciate their offer to assist, it is disappointing that Westgate seems more focused on maintaining the status quo rather than engaging in a constructive dialogue aimed at resolving the issues at hand. The insistence that their contract is valid and enforceable, despite the concerns raised, further underscores a lack of willingness to address the legitimate grievances of their owners.

I hope that this response provides clarity on my position and the underlying issues that prompted my complaint. I remain hopeful for a resolution that takes into account the experiences and concerns of all Westgate owners.

Sincerely,

***** *****

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