Business Profile

Timeshare Companies

Central Florida Investments, Inc.

Headquarters

This business is NOT BBB Accredited.

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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:06/09/2025
Type:Product 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 file a formal complaint regarding my timeshare contract with Westgate Resorts. Despite multiple attempts to resolve this issue directly with the company, I have not received a response that genuinely addresses my concerns. I initially purchased the timeshare under significant pressure and was led to believe that the opportunity was urgent and limited. However, I later discovered that availability is nearly nonexistent and that the urgency was simply a sales tactic used to rush my decision. The financial burden of this contract has become overwhelming, and I am no longer able to use the timeshare due to personal reasons, which I have clearly explained in my prior communication with Westgate.I have asked Westgate to cancel my contract and refund my payments, as the service no longer meets my needs and the terms were not fully explained at the time of signing. Their response has been generic and dismissive, offering no real resolution and referring me to outside parties instead of addressing the problem directly. I feel the sales process lacked transparency and that I was not given a fair opportunity to make an informed decision. This situation has caused me significant emotional and financial stress. I am requesting that the BBB assist in resolving this matter by urging Westgate Resorts to release me from the contract and refund the money I have paid. I want a fair and honest resolution to this situation.
Business Response
Date: 06/24/2025
June 24, 2025

Miguel Irizarry
Consumer Affairs Representative
BBB serving Central Florida
1600 S. Grant Street
Longwood, FL 32750

RE: Dorsea Helton
Complaint ID # 23443225
– Account # 53545358417 – CS0533860

Dear
Mr. Irizarry,

Westgate
Resorts is in receipt of your correspondence regarding Dorsea Helton’s complaint.
We thank you for the opportunity to respond.

Mr.
Irizarry, first and foremost, we regret to read of Ms. Helton’s continued
dissatisfaction with Westgate’s previous responses. We wish to reassure Ms.
Helton that Westgate is committed to providing her with the highest level of
service, and we are sorry if she feels as though we have not met that standard.

Moreover,
we apologize if Ms. Helton 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,
Ms. Helton was never obligated to remain past the agreed-upon time or to
purchase a timeshare. Ultimately, she had the right to inform the sales staff
or closing officer of any discomfort to ensure proper action was taken or
refrain from purchasing if her concerns were not addressed to her satisfaction.

Regarding
Ms. Helton’s availability concerns, please allow us this opportunity to briefly
explain her ownership. Our records indicate that on November 2, 2019, Ms.
Helton upgraded her ownership to an ALL-Season week in a 4-Bedroom Lock
Off Villa for annual use, with first occupancy in 2022, at
the Westgate Town Center Resort. We ask Ms. Helton to keep in
mind that she purchased under the Floating Use Plan for reservations,
wherein she does not own the use of a specific unit, but rather a certain unit
type, based on availability. Therefore, Ms. Helton has the right to occupy her
villa at her home resort during her current year and season of ownership
without being charged additional fees. As all reservations are based on
availability, to improve the likelihood of securing desired travel dates,
Westgate allows owners to book reservations up to eleven (11) months in
advance.

Ultimately,
Westgate’s position is that full and fair disclosure of all purchase terms was
provided in accordance with all laws on the day of sale. No wrongdoing was
found that would warrant cancellation, and our position remains as previously
conveyed.

We
know it can be frustrating for Ms. Helton to learn her contract cannot be
cancelled; however, we wish for her to know that we want to help her. Our offer
of assistance is designed to provide her with available options, and our
department referrals will provide help to the best of their abilities. As such,
while we cannot control whether Ms. Helton accepts our offer of help, we
encourage her to reach out to our Contract Mediation Team at 1-800-375-8122 for further assistance regarding her ownership.

Respectfully,

Sandra
B., Executive Team
Correspondence
[email protected]
(Attn: Sandra B.)

Sb/bp
Initial Complaint
Date:06/03/2025
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.
westgate never gave me a physical copy of my contract with them. i thought dream vacation was handling my contract, so i followed dream vacations refund policy. now theyre saying i cant get a refund. they misled me on purpose. i only got the card and a dream vacation week pamphlet.
Business Response
Date: 06/24/2025
June
24, 2025

Miguel
Irizarry
Consumer
Affairs Representative
BBB
serving Central Florida
1600
S. Grant Street
Longwood,
FL 32750

RE:
Taylor Sims
Complaint ID # 23414399 - Account # 82547659894
- CS0533756

Dear
Mr. Irizarry,

Westgate
Resorts is in receipt of your correspondence regarding Ms. Sims’ complaint. We
thank you for the opportunity to respond.

Please
be advised that Westgate is honoring the cancellation request; however, because
of the recent dispute of the charge, we will not be submitting a refund, just
simply will not challenge the chargeback.

We
thank you for the opportunity to be of service.

Respectfully,

Aidan K., Executive Team
Correspondence
Westgate Resorts
[email protected]

Ak/bp
Initial Complaint
Date:06/03/2025
Type:Sales and Advertising 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.
We bought the timeshare on October 19, 2021, in **********, *********, after being approached on the street and offered a $100 gift card to attend a sales presentation.During the presentation, we were pressured into buying a two-bedroom lock-off villa. We were not planning to make a purchase that day, but the sales tactics were intense, and we gave in. Since then, we have never used the timeshare because the available dates dont work for us.We were told the price of the unit was $14,900, but later found out we were being charged $32,295.60 with an interest rate of *****%, plus $1,500 per year in maintenance fees. We were not clearly told about these extra costs. If we had known, we never would have agreed to ***** make matters worse, ******** has had major health problems since we signed the contract. She had surgery to remove an ovary and fallopian tube and now needs ongoing treatment thats not covered by insurance. This has put us under serious financial stress, and we simply cant afford to keep paying for a timeshare we dont use.Westgate's sales process was misleading and unfair, and given our financial and medical situation, we shouldnt be forced to keep paying for something that was misrepresented from the beginning.
Business Response
Date: 06/23/2025
June
23, 2025

Miguel
Irizarry
Consumer
Affairs Representative
BBB
serving Central Florida
1600
S. Grant Street
Longwood,
FL 32750

RE:
Jennifer Clemmons
Complaint ID # 23412068 - Account # 94945510058
- CS0532309

Dear
Mr. Irizarry,

Westgate
Resorts is in receipt of your correspondence regarding Ms. Clemmons’ complaint.
We thank you for the opportunity to respond.

Dear
Mr. Irizarry, please keep in mind that Westgate has previously addressed the
concerns presented; however, please allow us to further advise that a review of
the recorded closing confirms that the interest rates and loan terms were fully
disclosed during the signing of the documents. Ultimately, the contract, as
written, stands valid and enforceable.

While
Ms. Clemmons’ contract is valid and we are unable to provide cancellation, rest
assured that Westgate is willing to work with her during her hardship. We ask
that she please reach out to our Account Services Department at 1-888-999-0101 to request a hardship application. Please be advised, Ms. Clemmons will
need to fully execute the application and submit all requested documentation to
the address listed on it. Westgate will not review any applications where
supporting documents are missing. Once the application is reviewed, Ms.
Clemmons will be notified in writing of Westgate’s decision.

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 shown below.

Respectfully,

Aidan K., Executive Team
Correspondence
Westgate Resorts
[email protected]

Ak/bp
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:05/29/2025
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.
Upgraded timeshare on 7/2/2024. It is a 4 Units that sleeps 16.I pd down $3,864.00 and have pd $500 a month since 08/01/2025. I was told maintenance fees was $1,530.00 I ended up paying $2,029.00. I was never told if u don't use the whole units and break it down Lock out fees would be $125.00 each time u book. So I went on my account to book and I could book a unit but reservations told me it would not be my unit. It was going to be something similar to it Basically a older unit not the new unit. I didn't purchase old unit,that's why we upgraded. Come to find out reasons it's so hard to get they rent them out. I was pressured to upgrade I was there for hours.Come to find out I was still locked in at 2012 prices due to them never sending me documents to sign in 2012. The price difference was about $100,000 they made it sound great. So I got it for $41,600 instead of $100,000 plus thousand. They gave me $4,845.00 for the one I had which was a studio I pd $5,000 for it. I only got off years. In reality trying to use it is impossible. I just want my money back they can keep old unit. If I can't get money back ti will take it as a lose. I just want out of this contract. Timeshare is a scam.
Business Response
Date: 06/23/2025
June 23, 2025

Miguel Irizarry
Consumer Affairs Representative
BBB serving Central Florida
1600 S. Grant Street
Longwood, FL 32750

RE: Jessica
Shantie
Complaint
ID # 23388462 – Account # 82464647302 – CS0532329

Dear
Mr. Irizarry,

Westgate
Resorts is in receipt of your correspondence regarding Jessica Shantie’s complaint.
We thank you for the opportunity to respond.

First
and foremost, regarding Ms. Shantie’s usage concerns, please allow us this
opportunity to briefly explain her ownership. Our records indicate that on July
2, 2024, Ms. Shantie upgraded to an ALL-Season week in a 4-Bedroom Grand
Lock Off Villa for use during the Odd-numbered years, with the first
occupancy in 2025, at the Westgate Smoky Mountain Resort &
Water Park. We ask Ms. Shantie to keep in mind that she purchased under
the Floating Use Plan for reservations, wherein she does not own the use
of a specific unit, but rather a certain unit type, based on availability.
Therefore, Ms. Shantie has the right to occupy her villa at her home resort
during her current year and season of ownership without being charged
additional fees. As all reservations are based on availability, to improve the
likelihood of securing desired travel dates, Westgate allows owners to book
reservations up to eleven (11) months in advance. Any reservations outside of Ms.
Shantie’s 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 terms and conditions, as
indicated on Ms. Shantie’s Acknowledgment of Representations document.

With
the above in mind, we ask Ms. Shantie to understand that if an owner, such as
herself, accepts alternate inventory in order to occupy, they are, in fact,
giving up their contracted usage rights.

Moreover,
we ask Ms. Shantie to understand that, at each property, there are two
allotments of inventory: sold and unsold. The Developer pays the
HOA on all unsold inventory just as owners, such as Ms. Shantie, pay the
HOA on sold inventory. Because of this, each of them has control of the
usage rights, which will allow them to rent, sell, or use the property any way they
see fit based upon availability. That being said, the Developer chooses to use
the unsold allotment toward growth (e.g., marketing, third-party
rentals, etc.), which results in offsetting resort fees. To be clear, this unsold inventory in no way affects Ms. Shantie’s sold allotment’s availability.

With
respect to Ms. Shantie’s concern with any increase in the associated
maintenance dues and taxes (M&T), please be advised that we were very
fortunate at the time of the Smoky Mountain wildfires, due to careful planning,
to have adequate financial reserves and insurance proceeds to complete the
extensive and entire rebuilding process that followed without the need for any
special assessments or additional funds from owners. As part of the rebuilding
process, the HOA also temporarily eliminated reserve billings for several years
since there was no need to continue funding a reserve fund for units that no
longer existed and needed to be rebuilt. This also enabled the HOA to keep
rates as low as possible during this reconstruction phase.

However,
with the resort now entirely restored, it is essential that the HOA resume
regular and full reserve billings to bring the fund to the appropriate levels
to ensure that the resort has the funds it needs to maintain all of the units,
furnishing, and amenities in the future. As a result, this is why Ms. Shantie
has seen we have increased the reserve going forward so that we may now work
toward replenishing this critical fund.

Lastly,
we are sorry to read about any difficulties Ms. Shantie may have encountered
while trying to contact the sales representative. We wish for Ms. Shantie to
know that we have different departments within Westgate specifically dedicated
to dealing with various aspects of her ownership, and our Account Services
Team can get her in contact with whichever one may apply. They may be
contacted at 1-800-925-9999 / Option #4. Additionally, for
personalized reservation assistance, our Owner Services Team is dedicated
and ready to provide assistance; they may be contacted at 1-800-925-9999 / Option #2.

As
for Ms. Shantie’s concerns regarding the lock-off process, please be advised
that we will be reaching out to the consumer directly via email to further
address these concerns.

At
the conclusion of our research, Westgate’s position is that Ms. Shantie’s
contract is valid and enforceable. While we are appreciative of her concerns,
Westgate is available to help. We wish to assure Ms. Shantie that it is one of
Westgate’s main goals to assist owners in realizing the full potential of their
vacationing asset. As such, for personalized assistance on all account matters,
she may contact our Account Services Team at 1-800-925-9999 / Option
#4.

We
thank you for the opportunity to be of service.

Respectfully,

Sandra
B., Executive Team
Correspondence
[email protected]
(Attn: Sandra B.)

Sb/am
Initial Complaint
Date:05/22/2025
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.
On February 20th, 2025 I attended a timeshare presentation at Westgate ******************************** located at ****************** , where I was subjected to high-pressure sales tactics and given multiple assurances that ultimately turned out to be misleading. I was told that the timeshare would be a sound investment, easy to resell or rent out, and that the maintenance fees would remain low or possibly decrease. I have since discovered that none of these statements were accurate.I returned back to the Westgate two days later with a signed cancellation letter and cancellation form within the 5 day recission period. We were then offered a better deal, which we declined. We were then brought a electronic keypad to sign, which we thought were the cancellation document, but it turned out to be an addendum to remove my girlfriend as co-owner when the knew we wanted to cancel. This electronic keypad only had a place to sign and did not show what we were signing Despite my clear reservations, I was pressured into signing a contract under duress and without a full understanding of the terms. Since that time, I have encountered the following issues:Misrepresentation of benefits and usage flexibility.Lack of customer service response to my inquiries and complaints.Attempts to resolve the matter directly with Westgate have failed. I have received no meaningful assistance, and my request for a contract cancellation or release has been ignored or denied.This experience has caused me significant financial stress and emotional frustration. I am seeking the assistance of the Better Business Bureau to investigate this matter and help facilitate one or more of the following resolutions:Full release from the timeshare contract.Refund of payments made toward the timeshare.Removal of any negative credit reporting associated with this contract.Thank you for your attention to this matter. I hope the BBB can help mediate a fair and just resolution.Sincerely,****** *******
Business Response
Date: 06/19/2025
June
19, 2025

Miguel
Irizarry
Consumer
Affairs Representative
BBB
serving Central Florida
1600
S. Grant Street
Longwood,
FL 32750

RE:
Nathan Elswick
Complaint ID # 23365857 - Account # 15897846562
- CS0527021

Dear
Mr. Irizarry,

Westgate
Resorts is in receipt of your correspondence regarding Mr. Elswick’s complaint.
We thank you for the opportunity to respond.

Please
be advised that we are in direct communication with Mr. Elswick regarding our
investigation. He is currently gathering documentation to assist us and
we will continue to communicate directly with him while working toward
resolution.

We
thank you for the opportunity to be of service.

Respectfully,

Aidan K., Executive Team
Correspondence
Westgate Resorts
[email protected]

Ak/bp
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:05/16/2025
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.
We are submitting this complaint to report what we believe are misleading and deceptive business practices by Westgate Resorts. We entered into a ********* contract under circumstances that involved high-pressure sales tactics, misrepresentations, and a lack of transparency. The presentation quickly escalated into a high-pressure sales pitch. We were continually pressured into signing a contract. When I asked for just one hour to consider the offer and consult with my attorney, I was denied without a clear reason, just that we would miss out on a special deal. This manufactured urgency made it impossible for us to perform proper due diligence. Wanting to please my partner and fearing wed lose the offer, I reluctantly agreed to move forward with the contract. After signing, we soon discovered that several promises made during the sales presentation were false. When we tried to use it, availability was extremely limited, forcing us to split the week into separate stays and pay $100 per stay. Financially, this timeshare has become a burden. The cost of using our timeshare for a single week has exceeded $10,000far more than traditional travel expenses. Additionally, trying to resolve these issues directly with Westgate has been exhausting. We have contacted their customer service over 20 times, speaking to different representatives, and no one has been able to provide a clear solution or path to cancel the contract. This entire experience has caused us significant emotional distress and financial strain. We no longer wish to be tied to this contract or pass this burden on to our children. We feel trapped by misleading information and unethical sales practices, and we are seeking assistance from the *** in canceling our contract with Westgate and being released from all further financial obligations. We respectfully request a full investigation into Westgate Resorts sales and customer service practices.
Business Response
Date: 06/23/2025
June 23, 2025

Miguel Irizarry
Consumer Affairs Representative
BBB serving Central Florida
1600 S. Grant Street
Longwood, FL 32750

RE: Lataris
Rodriguez
Complaint ID # 23339156
– Account # 81460597131 – CS0533140

Dear
Mr. Irizarry,

Westgate Resorts is in receipt of your correspondence
regarding Lataris Rodriguez’s complaint.
We thank you for the opportunity to respond.

Mr.
Irizarry, please be advised that Westgate has previously addressed a majority
of the concerns presented, and our position with regard to each remains
unchanged. That being said, we will take this opportunity to elaborate further
on some of Mr. Rodriguez’s concerns.

First
and foremost, we sincerely regret to read of any inconvenience Mr. Rodriguez
may have encountered while attempting to receive assistance from our team.

Please
be advised that the decision to move forward with the transaction was always
Mr. Rodriguez and Ms. Emily Santiago Fernandez’s, as both adults and consumers.
We wish to reassure him that Westgate Resorts demands strict adherence to the
Westgate Standards of Excellence, our service protocol, at all times, and we
put forth every effort to ensure that Westgate’s service protocols are met per
our policies and procedures.

As
for Mr. Rodriguez’s usage concerns, we believe he may be confusing his
contracted occupancy week with what he is calling a Bonus week, which are two
different things. With this in mind, please allow us to take this opportunity
to briefly explain Mr. Rodriguez’s ownership. Our records indicate that on September
20, 2021, Mr. Rodriguez purchased an ALL-Season week in a 2-Bedroom Loft
Villa for use during Even-numbered years, with first occupancy in 2022, at the Westgate Vacation Villas Resort. We ask
Mr. Rodriguez to keep in mind that he purchased under the Floating Use Plan for reservations, wherein he does not own the use of a specific unit, but
rather a certain unit type, based on availability. Therefore, Mr. Rodriguez has
the right to occupy his villa at his home resort during his current year and
season of ownership without being charged additional fees. However, if Mr.
Rodriguez chooses to exchange outside of his contracted occupancy week, there
are reservation fees that would apply.

Ultimately,
full and fair disclosure of the purchase terms was provided on the day of sale.
As such, Westgate’s position remains that Mr. Rodriguez’s contract is valid and
enforceable. We know it can be frustrating for Mr. Rodriguez to learn his
contract cannot be cancelled; however, we wish for him to know that we want to
help him. Our offer of assistance is designed to provide him with available
options, and our department referrals will provide help to the best of their
ability. As such, while we cannot control whether Mr. Rodriguez accepts our
offer of help, for personalized assistance on account matters, he may contact
our Account Services Team at 1-800-925-9999 / Option #4.

We
thank you for the opportunity to be of service.

Respectfully,

Sandra
B., Executive Team
Correspondence
[email protected]
(Attn: Sandra B.)

Sb/bp
Customer Answer
Date: 06/24/2025

Complaint: 23339156

I am rejecting this response because:

Thank you for your message regarding my complaint (ID 23339156) against Central Florida Investments, Inc. (Westgate Resorts). I am writing to formally reject the current handling of my complaint and to reaffirm my request for the immediate cancellation of our timeshare contract with Westgate Resorts. I submitted this complaint personally, not through any third-party or complaint-processing service. I am prepared to return the requested signed authorization form promptly and ask that you confirm my complaint will move forward once that form is received.

My complaint stems from a deeply troubling experience involving high-pressure sales tactics, misinformation, and a lack of transparency during the timeshare sales presentation. When I requested time to review the offer or consult legal counsel, I was denied under the pretense that I would miss out on a limited-time opportunity. This false urgency coerced us into making a rushed decision. After signing, we quickly discovered that several promises made during the sales presentation were untrue. Availability has been extremely limited, and we've been forced to split our stays and pay additional fees. The cost of using the timeshare has already exceeded $10,000 far more than standard travel and it has placed a serious financial and emotional strain on us. Furthermore, we’ve made over 20 attempts to resolve these issues directly with Westgate, but no representative has provided a clear or actionable solution.

We no longer wish to be bound by this contract or risk passing this burden on to our children. This is not a matter of negotiating terms or seeking alternative options; we are requesting a complete and immediate release from this agreement and all future financial obligations. We believe we were misled into entering this contract and will continue to pursue resolution through the appropriate regulatory channels, including the FTC and state consumer protection offices, until this matter is resolved.

Thank you for your assistance, and I look forward to your confirmation that this complaint will proceed upon receipt of the signed form.

Sincerely,

Lataris Rodriguez
Business Response
Date: 06/30/2025
June
30, 2025

Miguel
Irizarry
Consumer
Affairs Representative
BBB
serving Central Florida
1600
S. Grant Street
Longwood,
FL 32750

RE:
Lataris Rodriguez
Complaint ID # 23339156 - Account # 81460597131
- CS0538931

Dear
Mr. Irizarry,

Westgate
Resorts is in receipt of your correspondence regarding Ms. Rodriguez’s
complaint. We thank you for the opportunity to respond.

Mr.
Irizarry, while we regret to read of Ms. Rodriguez’s feelings and
dissatisfaction with our previous response. Nonetheless, please be advised that
Ms. Rodriguez has raised no new allegations; therefore, Westgate's position
remains as previously set forth regarding the restated claims. Please know
that Ms. Rodriguez is well within her rights to escalate her complaints to any
outside forum as she deems fit. Be advised that, while Ms. Rodriguez may not
agree with our response, Westgate has addressed, and will continue to address her
concerns, regardless of the escalation path she chooses.

While
Westgate is unable to control whether Ms. Rodriguez chooses to accept our offer
of help, we again reach out to assist her. For further assistance with her
account, we ask that Ms. Rodriguez reach out to our Account Services
Department at 1-800-925-9999 / 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,

Aidan K., Executive Team
Correspondence
Westgate
Resorts
[email protected]

Ak/am
Customer Answer
Date: 07/02/2025

Complaint: 23339156

I am rejecting this response because: Dear Mr. Irizarry,
Thank you for the opportunity to respond further regarding my complaint against Central Florida Investments, Inc. (Westgate Resorts).
I am writing to formally reject Westgate’s response. Their reply fails to address the core concerns I raised and dismisses the serious issues that led to our timeshare purchase—specifically, misrepresentation, high-pressure tactics, and a lack of transparency during the sales process.
Despite Westgate’s repeated assertion that I willingly entered into the agreement, the reality is that my ability to make an informed decision was undermined by manipulative sales strategies and false urgency. I was explicitly denied the time to review the offer or consult an attorney, which would have revealed significant discrepancies between what was promised and what was actually included in the contract.
The usage limitations, hidden fees, and ongoing financial burden—exceeding $10,000 for limited and inconvenient stays—were never clearly disclosed during the presentation. Since the purchase, my repeated efforts to resolve these issues directly with Westgate (over 20 documented attempts) have yielded no meaningful support or solutions. Their “offers of assistance” continue to avoid the core issue: this contract was entered into under misleading circumstances and should be voided.
We are not seeking modified terms or internal help. We are demanding a full and immediate cancellation of our timeshare contract and release from all future obligations. Westgate’s response provides no adequate resolution or acknowledgment of their deceptive practices.
I respectfully ask that this complaint remain open and active, and that it reflect my rejection of Westgate’s current position. I will continue to pursue this matter through the appropriate legal and regulatory channels, including the Federal Trade Commission and state consumer protection agencies, if necessary.
Thank you for your continued assistance, and please confirm that my rejection of the response has been recorded.
Sincerely,

Lataris Rodriguez

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Central Florida Investments, Inc. is NOT a BBB Accredited Business.