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
- 645 total complaints in the last 3 years.
- 223 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:10/10/2024
Type:Order IssuesStatus: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.
Account Number: *********** Contract Number: ******** To Whom It May Concern,I am filing this complaint regarding my timeshare contract with Westgate Resorts. The experience we have had with Westgate has been deeply disappointing, and we believe we were deceived during the sales process. When purchasing this timeshare, your sales representative, ****** Severe, made several misleading claims. He described the timeshare as a valuable investment and even suggested we could rent out the unit to cover maintenance fees, as he allegedly does. This was entirely false.We were not properly informed about the rising maintenance fees, which have become a significant financial burden. Your company claims we were provided all the necessary information to make an informed decision, but this is simply not true. The sales tactics were high-pressure, and we were not given enough time or clarity to understand the long-term financial commitments involved.Further, the condition of the unit has been unacceptable. When we arrived this year, we were placed in a different unit than what was promised, and the condition was poor. The unit had a broken coffee pot, a dishwasher filled with stagnant water, and a barely functional shower door. This is far from the "luxury" experience we were sold, and it clearly does not match the model unit we were shown.We were also not informed about the additional costs tied to the travel benefits. Weve accumulated thousands of dollars in travel credits, but their usage is restricted, making them almost impossible to redeem without incurring extra costs. The interest rate on our payments is also excessively high, bordering on predatory.Given the misleading sales practices and the financial hardship this timeshare has caused, we request that our contract be canceled immediately, and any entitled refunds be issued. We will not be satisfied with anything less.Sincerely,******* *******Business Response
Date: 10/29/2024
October 29, 2024
****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************
RE:******* ******
Complaint ID # ******** - Account # *********** - *********
Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Ms. ******* complaint.We thank you for the opportunity to respond. Please know that we will be issuing copies of all documents mentioned to Ms. ****** directly, via the email on file, following this response.
First and foremost, we are truly saddened to read about the difficult situation ********* 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. Please allow us to apologize to her if she 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 her incentive 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 is taken, or refrain from purchasing.
We regret to read that ********** resort accommodations during her stay did not meet her satisfaction. 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. Nonetheless, please know that model units are for display purposes only; however, as disclosed in the Contract for Purchase and Sale (Contract), the units would have furniture, appliances, and equipment similar to the model. If ********* is not pleased with the unit she stays in,please know she can always contact Resort Management to bring their attention to any discomfort she may have to ensure that proper action is taken.
To address any claims of investment potential, please recognize that the Public Offering Statement discloses that, the purchase of a time share period should be based upon its value as a vacation experience or for spending leisure time, and not considered for purposes of acquiring an appreciating investment or with an expectation that the time share period may be resold. Nonetheless,we can confirm that, as the owner of deeded timeshare real estate, Ms. ****** has the option to use, rent, sell, or will the property; however, this would be at her discretion as Westgate has no form of resale or rental program. While Westgate does not offer assistance with this, a comprehensive timeshare resale resource is available at the American Resort Development Associations Resort **************** (ARDA ROC) website: ************************************************* or by calling ***************
Additionally,please allow us to briefly explain Ms. ******* ownership and some benefits she has as an owner. On September 5, 2020, she purchased an All-Season week in a 2-Bedroom Villa for use annually with the first occupancy in 2020 at the Westgate ******************************** & Casino. Keep in mind that ********* 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 terms and conditions. In addition, keep in mind that Timeshare Save Credits, which are non-contractual, are governed by Westgate Cruise & Travel Collection (WGCTC) and their terms and conditions, not those of Westgate. As such, ***** may be contacted by phone directly at ***************
Furthermore,as for the maintenance assessments (*** ****), it is important to understand that the dues represent the only source of revenue available to pay the cost of maintaining Ms. ******* home resort. Upon further review of the Acknowledgment of Representations document, Ms. ******* signatures and initials confirmed that she was advised that the maintenance fees were estimated. This information is also disclosed in the Contract document. The ****************** is responsible for calculating the resorts annual Budget and dividing it equitably among all the owners so that each one pays their fair share of the costs needed to preserve the integrity of the resorts services, while keeping the costs as low as possible. Please understand that if the cost of goods and services required to maintain Ms. ******* home resort increases, this increase to the Budget is divided amongst all the resort owners so that each pays their fair share of the increase. Westgate encourages all owners to attend the annual ****************** Meeting to stay informed regarding the use of the budgeted funds and the Associations plans for the upcoming year. Owners also have the opportunity to ask questions and share any suggestions they may have to improve their vacation experience.
Ultimately,Westgates position stands that full and fair disclosure of all purchase terms was provided to Ms. ****** at the time of sale, to include the costs associated with travel, as well as the interest rate. This is evidenced by her execution and our delivery of the contract documents as there is no requirement for full disclosure to be completed verbally. As the consumer, it remained as Ms. ******* responsibility to review all terms accordingly and ensure that what she was in agreement with matched the information disclosed in the documents. Absent of documentation to support her allegations, the contract, as written, remains valid, enforceable, and not subject to cancellation. Please keep in mind that Account # *********** is one of many accounts purchased by Ms. ****** over the last ten (10) years. As such, it is to be understood that by the fourth purchase, the long-term financial commitments would be clear in addition to being disclosed.
We understand that it can be frustrating to learn her contract cannot be cancelled; however, please know that we do want to help Ms. ******* It is important to realize that our offer of assistance is something that provides ********* 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 Ms. ****** please contact our ***************************** by phone at ***************
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 below.
Respectfully,
***** *., Executive Team
Correspondence
Westgate Resorts
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Ak/amCustomer Answer
Date: 11/04/2024
Dear Mr. ************** am writing to provide my rebuttal to Westgate Resorts response dated October 29, 2024, regarding my complaint.
While Westgate acknowledged the potential for discomfort during sales presentations and emphasized that attendance was non-obligatory, I must stress that the sales tactics used were high-pressure and manipulative. The claim that I could have simply left without making a purchase fails to consider the urgency and perceived obligation that was created during the presentation. This type of environment makes it difficult to make a clear, pressure-free decision.
Westgates statement that "model units are for display purposes only" is misleading when compared to the expectations set during the sales tour. Although this may be included in the contract, my decision to purchase was based on representations that were far superior to the actual unit I received. The suggestion that I could have brought up issues with Resort Management upon arrival does not address the initial disappointment of investing in a product that did not align with what was promised.
The disclaimer cited in the Public Offering Statement does not absolve Westgate from responsibility if verbal promises were made contradicting the written contract. During the presentation, I was led to believe that there was potential value in owning a timeshare, including the possibility of reselling it, which is clearly not the case. Disclaimers in the contract do not counteract misleading statements made during the sales pitch.
Westgates explanation of maintenance assessments glosses over the fact that I was not made fully aware of how these fees could increase over time. While my signature may be on documents that estimate these fees, the full implications were not made clear during the sales process. The fact that I have been a long-term owner and made multiple purchases shows that I was continuously influenced by representations that suggested benefits not accurately reflected in my experience.
The assertion that full and fair disclosure was provided and that it was my responsibility to understand the contract disregards the imbalance between an experienced corporation and an individual consumer. The volume of paperwork presented during the purchase process can be overwhelming, making it difficult to fully comprehend every detail without legal assistance. To suggest that I alone was responsible for understanding all terms, despite potentially misleading or unclear presentations, places an unfair burden on me as a consumer.
Westgates stance that my contract is valid, enforceable, and not subject to cancellation ignores the fact that many timeshare contracts have been successfully challenged due to aggressive and misleading sales practices. While Westgates offer to connect me with their ***************************** may seem helpful, it appears to be more of an attempt at retention than a genuine effort to assist me in finding a resolution. The referrals to departments that do not offer cancellation services reinforce my perception that true solutions are not being offered.
My complaint is rooted in legitimate concerns that many timeshare owners face, including aggressive sales tactics, misleading representations, and unexpected financial obligations. While Westgates response reiterates procedural defenses and contract terms, it fails to address the core issues I experienced, including pressure during the sales process and the significant gap between promises made and the actual product delivered. A more consumer-focused response would involve comprehensive mediation efforts, a reassessment of sales practices, and real empathy for the financial strain, with the exploration of possible contract release options.
Thank you for considering my rebuttal.
Sincerely,
******* ******
Sincerely,
******* *******Business Response
Date: 11/14/2024
November 14, 2024
****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************
RE:******* ****** (*******)
Complaint ID # ******** - Account # *********** - *********
Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Ms. ******* complaint.We thank you for the opportunity to respond.
We apologize if ********* 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, ********* 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. Please allow us to clarify that verbal allegations simply do not suffice when expressly contradicted in writing repeated, as well as by the recorded closing.
Additionally,as for full and fair disclosure and the responsibilities associated with the execution of a contract, please understand that the State affords each and every owner a rescission period in which they are able to review all of the terms of their purchase in a clear, pressure-free environment, and determine if the purchase consists of what they both understood and desired. This can be completed with Counsel or whomever else an owner chooses. The fact that our records indicate Ms. ****** has had the timeshare for over ten (10) years and utilized it faithfully each and every occupancy year, until she defaulted on the financial terms of her contract with Westgate, indicates a moderate understanding of the nuances of Westgate timeshare ownership.
Furthermore, we can confirm that, as the owner of deeded timeshare real estate, Ms. ****** holds the option to use, rent, sell, or will the property; however, this would be at her discretion as Westgate has no form of resale or rental program. While Westgate does not offer assistance with this, a comprehensive timeshare resale resource is available at the American Resort Development Associations Resort **************** (ARDA ROC)website: ************************************************* or by calling **************.
Ultimately,absent Ms. ****** providing proof of wrongdoing for further review, our Contract Mediation Team is the only avenue available, short of foreclosure, to *********. While the Contract Mediation Team may have options available solely due to the delinquency on the account, it is at Ms. ******* discretion whether she chooses to explore this option or not. However, we ask her to understand that her contract will remain valid and enforceable until selected for foreclosure, if she chooses to take no action.
While Westgate is unable to control whether Ms. ****** chooses to accept our offer of help, we again reach out to assist her. For further assistance with her Westgate account, we ask that Ms. ****** please contact our Contract Mediation Department,by phone, at **************. Please keep in mind that these department referrals do not offer cancellation services nor will provide an altered response.
We thank you for the opportunity to be of service. Please recognize that any future inquiries of a similar nature will be met with the same response.
Respectfully,
***** *., Executive Team
Correspondence
Westgate Resorts
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Ak/amCustomer Answer
Date: 11/18/2024
Complaint: 22407464
I am rejecting this response because:Thank you for the opportunity to respond to Westgate Resorts' letter regarding my complaint.
I strongly reject the assertions made by Westgate Resorts in their response for several reasons. First, Westgate Resorts acknowledgment of urgency tactics in their sales presentation confirms the high-pressure environment I experienced. While they claim I was not obligated to remain or purchase, the pressure exerted was overwhelming and left me feeling coerced into making a decision under duress. The suggestion that I should have voiced discomfort in such an environment does not change the fact that these tactics were manipulative and unethical. The burden should not be on me to ensure appropriate sales behavior but on the company to maintain ethical sales practices.
Second, while Westgate argues that verbal allegations are insufficient, it is important to note that high-pressure tactics and misleading sales claims are often difficult to document or prove in writing. This does not diminish the reality of what I experienced. Relying solely on contractual language ignores the broader context in which the agreement was signed, specifically the pressure and misrepresentations that led to my decision.
Third, the claim that I utilized the timeshare consistently for a decade overlooks the issues I faced, including misrepresentations made during the sales process. Westgate has failed to address concerns about promised benefits that were either unavailable or severely restricted in practice. Continued use does not imply satisfaction, but rather an effort to salvage the value of a significant financial commitment made under misleading circumstances.
Additionally, while Westgate mentions that owners have the option to use, rent, sell, or will the timeshare, they admit to offering no assistance for resale or rental. This contradicts what was implied during the sales process. The ******** resource does not substitute for the misleading assurances made about Westgates resale and rental support, which influenced my purchase decision.
Finally, Westgate's referral to their Contract Mediation Team is inadequate. This department does not address the core issues of misrepresentation and high-pressure tactics that occurred. Their refusal to offer meaningful relief or contract cancellation is unjust, especially given the circumstances under which the contract was executed.
In summary, Westgate Resorts has failed to address my legitimate concerns about unethical and high-pressure sales practices. The response provided merely restates standard policies without acknowledging the unique circumstances surrounding my complaint. I urge the BBB to continue to assist in pursuing a fair resolution, including possible contract cancellation or more meaningful remedies.
Thank you for your attention to this matter.
Sincerely,
******* ****** *******
Sincerely,
******* *******Initial Complaint
Date:10/09/2024
Type:Sales and Advertising IssuesStatus: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.
Account Number: *********** ****** ****** ********************************************************************************************************************* this complaint regarding the unethical practices Ive experienced with Westgate Resorts. I was first introduced to Westgate via a promotional offer, which promised cash and a free vacation. In exchange, I had to attend a 90-minute presentation, which turned into a 4-6 hour ordeal. The sales tactics were relentless, and my repeated refusals were ignored. They kept presenting different "deals" until I felt worn down and agreed to purchase a timeshare.Since then, every time I've gone on vacation, Westgate has insisted I attend what they call "owner updates." These sessions are nothing more than disguised sales presentations, which consume a significant portion of my vacation. The pressure to purchase additional upgrades is constant and manipulative.During my most recent stay, sales representative ***** pressured me into believing my previous purchase was wrong, and I needed to upgrade. He made grand promises about being able to rent out my timeshare for retirement income, even showing me supposed checks he had received for his rentals. This false hope was a clear tactic to push me into further debt. When I expressed that I didnt need additional space, ***** continued lowering the price to convince me, but still, I was misled.I was also promised assistance in renting my timeshare, particularly by a representative named ******. Despite repeated requests, the help never materialized, and the information provided was useless.Westgates deceptive practices have not only eroded my trust but have left me in a financial burden. My wife, ******** ******, with whom I signed the original contract, has passed away. I am now on a fixed income and can no longer afford the timeshare. I request the cancellation of my contract immediately to relieve me of this financial strain. Sincerely,****** ******Business Response
Date: 11/01/2024
November 1, 2024
****** ********
Consumer Affairs Representative
BBB serving Central Florida
**************************************************************************************
RE: ****** ******
Complaint ID # ******** Account # *********** *********
Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding ****** ******s 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 asked for additional documentation, which to date, he has not provided. As such, Westgates position remains as previously set forth that his contract is valid.
While we are appreciative of his concerns, we remain available to help. We again 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/amCustomer Answer
Date: 11/06/2024
Complaint: 22402334
I am rejecting this response because:Dear Mr. ************************* you for the opportunity to provide a rebuttal to Westgate Resorts' response regarding my BBB complaint (Complaint ID # *********. I respectfully challenge Westgates assertion that my concerns have been addressed and that I failed to provide the necessary documentation. I have made diligent efforts to communicate with Westgate and yet their responses have been insufficient and fail to address the core issues I raised.
I wish to reiterate the context of my complaint, as it is crucial to understand the depth of the issues I have faced. My experience with Westgate began with a promotional offer promising cash and a free vacation in exchange for attending what was described as a 90-minute presentation. This presentation, however, turned into an exhausting 4-6 hour ordeal, during which relentless and manipulative sales tactics were employed. Despite my repeated refusals, I was subjected to continued pressure, with one deal after another being presented until I felt worn down and agreed to a purchase I did not intend to make.
Since that initial purchase, Westgates practices have continued to negatively impact my experience. Every vacation I have taken has involved being required to attend so-called owner updates, which are, in reality, aggressive sales presentations aimed at pushing further upgrades. These sessions consume significant portions of my vacation time and are laden with high-pressure tactics.
During the last visit, a sales representative named ***** further misled me. He insisted that my previous purchase was inadequate and convinced me to upgrade with promises that I could generate retirement income by renting out my timeshare. To persuade me, ***** even showed me the checks he claimed to have received from renting his own timeshare, giving me false hope. I was assured by another representative, ******, that I would receive assistance in renting out my timeshare. Despite numerous follow-up attempts, this assistance was never provided, and the information given was ineffective.
The pressure and deceptive practices I experienced have eroded any trust I had in Westgate and left me facing significant financial strain. What has made matters more strenuous, was when my wife, ******** ******, who co-signed the original contract, passed away. Now, im living on a fixed income, and I am unable to maintain the financial burden of the timeshare.
I request that Westgate acknowledge the specifics of my complaint and provide a detailed response addressing the misleading practices, the false promises made by their representatives, and the undue pressure I experienced. Additionally, I am requesting the cancellation of my contract to relieve me of this overwhelming financial responsibility.
Thank you for your continued assistance and for considering my response. I look forward to Westgate's cooperation in addressing these issues and finding a fair resolution.
Sincerely,
****** ******Business Response
Date: 11/12/2024
November 12, 2024
****** ********
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 addressed Mr. ******* concerns,and absent the requested supporting documentation to validate his claims,Westgates position remains as previously set forth.
While we are appreciative of his concerns, Westgate remains available to help. We again encourage Mr. ****** to contact our Contract Mediation Team at ************** for further assistance regarding his ownership.
Respectfully,
****** *., Executive Team
Correspondence
************************************************************************ (Attn: ****** *.)
Sb/amCustomer Answer
Date: 11/15/2024
Complaint: 22402334
I am rejecting this response because:Thank you for the opportunity to respond to Westgates statement regarding my complaint (Complaint ID #*********. I respectfully disagree with the assertion that my concerns have been adequately addressed.
Westgates response lacks the clarity or specific action required to resolve the key issues outlined in my initial complaint. While I understand that Westgate claims my concerns have been addressed, I have not received a satisfactory resolution or any meaningful assistance despite previous efforts to communicate and submit supporting documentation. If Westgate believes my claims require further documentation, it is unclear what additional evidence they are seeking, as my prior submissions were thorough.
Additionally, Westgates offer to contact their Contract Mediation Team at ************** is not a new resolution strategy but rather a continuation of ineffective measures that have failed to address the underlying problems. I am willing to cooperate fully, but without a defined and substantive plan from Westgate to address my concerns, I find their current response insufficient.
I kindly request that Westgate provide specific details regarding what documentation is necessary, or present a clear pathway for dispute resolution rather than redirecting me to previously ineffective communication channels.
Sincerely,
****** ******Initial Complaint
Date:10/08/2024
Type:Sales and Advertising IssuesStatus: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 filing this complaint regarding a highly unsatisfactory experience with Westgate Resorts, specifically relating to an upgraded timeshare purchase in ************, **. In 2012, my ex-wife and I initially bought a one-bedroom timeshare for every other year, which suited our lifestyle at the time. During a family vacation in 2016, we were pressured into upgrading to a three-bedroom unit. During the sales meeting, Westgate manipulated the situation by bringing my parents into a separate sales meeting and coercing them into purchasing their own timeshare. This made our upgraded unit unnecessary, as we had planned for them to stay with us.The sales process at Westgate is extremely high-pressure. Customers are held in meetings for hours, made to feel uncomfortable, and pressured into making purchases. If we declined, the service for the remainder of our trip would be poor, and we were made to wait excessively for someone to sign off that we declined, wasting valuable vacation time. This hostile environment left us feeling as though we had no choice but to make a purchase just to escape the situation.The maintenance fees & taxes for the timeshare have continued to rise, even during the COVID-19 pandemic when we were unable to use the property due to travel restrictions and financial hardships. We were also misled regarding the availability of travel opportunities through Interval International.Despite upgrading in 2016, we have never used the timeshare. My ex-wife and I are now divorced, and as single parents, it is nearly impossible to travel. The original purpose of upgrading was nullified when Westgate coerced my parents into buying their own unit. We feel deceived and taken advantage of by Westgate's sales tactics.Given the circumstances, I am requesting the cancellation of our contract and a refund of any applicable payments. Our account number is ***********.Business Response
Date: 01/21/2025
January 21, 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 concerns presented by Ms. ******* and contractually, Westgates position remains unchanged. However, as a customer service courtesy, we will be reaching out directly to the consumer via the email on file regarding assistance that may be available to her regarding her account.
In the interim, Westgates position remains that Ms. ******** contract is valid and enforceable.
We thank you for the opportunity to be of service.
Respectfully,
****** *., Executive Team
Correspondence
************************************************************************ (Attn: ****** *.)
Sb/amCustomer Answer
Date: 01/27/2025
Complaint: 22397783
I am rejecting this response because: Their reply fails to address my concerns and reflects an ongoing lack of genuine effort to resolve this matter.
Despite my repeated attempts to contact Westgate for assistance, I have received no meaningful help. Instead, I have been met with dismissive responses and continued demands for payment, while the core issue remains unresolved. Their claim of customer service courtesy is disingenuous and has not resulted in any practical resolution or steps forward.
Westgates insistence that the contract is valid and enforceable ignores the fact that I believe the terms were misrepresented and unfairly structured. The lack of transparency and unwillingness to collaborate on a fair solution has left me feeling scammed and exploited.
I continue to request a full refund of the funds I have already paid and termination of any obligations under this contract. Westgates behavior and unwillingness to genuinely assist me in resolving this matter are unacceptable.
I urge the BBB to hold Westgate accountable for its poor business practices and refusal to address consumer complaints in good faith.
Thank you for your time and assistance.
Sincerely,
***** *******Business Response
Date: 02/05/2025
February 5, 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 Ms. ******* has provided no new allegations or supporting documentation for us to consider changing our position. We have previously referred the consumer to a department that may be able to assist her, but our records indicate that she has chosen not to take advantage of the options presented even though, absent findings of wrongdoing Westgate is in no way required to do so. Ultimately, Westgates position remains unchanged.
While Ms. ******* may not agree with Westgates responses, we remain available to help. We again encourage her to contact our Contract Mediation Team at ************** for further assistance regarding her ownership.
We thank you for the opportunity to be of service.
Respectfully,
****** *., Executive Team
Correspondence
************************************************************************ (Attn: ****** ****************Customer Answer
Date: 02/11/2025
Complaint: 22397783
I am rejecting this response because: Dear Mr. ********************* appreciate Westgate Resorts' response to my complaint; however, I must clarify a few points that were overlooked.
Documentation and Allegations: While Westgate claims I have provided no new allegations or supporting documentation, I would like to stress that my original complaint included detailed accounts of my experiences, which I believe warrant a thorough review. The lack of acknowledgment of the issues I raised diminishes the validity of my concerns.
Referral to Mediation: Although Westgate has referred me to their Contract Mediation Team, I feel this suggestion does not address the root of my complaint. My issues stem from [briefly state the nature of your complaint, e.g., misleading information, poor customer service, etc.], and simply redirecting me does not resolve these fundamental problems.
Lack of Resolution: I have attempted to engage with Westgates customer service multiple times, but my concerns have not been satisfactorily addressed. I believe it is important for Westgate to take accountability and provide a meaningful resolution rather than reiterate their position.
Encouragement to Engage: While Westgate expresses willingness to help, the previous interactions have not resulted in any tangible outcomes. I urge Westgate to reconsider my situation with the seriousness it deserves, rather than suggesting I simply reach out again without any new proposals for resolution.
In light of these points, I respectfully request a more comprehensive review of my complaint and a constructive response that addresses the specific issues raised.
Thank you for your attention to this matter.
Sincerely,
***** *******Business Response
Date: 02/19/2025
February 19, 2025
****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************
RE:***** *******
Complaint ID # ******** - Account # *********** - *********
Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Ms. ******** complaint.We thank you for the opportunity to respond.
While we regret to read of Ms. ******** dissatisfaction with our response, please understand that we have addressed her concerns on multiple occasions. Whether she chooses to accept Westgates position or not, it will not change regarding these matters. As such, please know we will be issuing our original response to Ms. ******** via the email on file, for further review. Ultimately, the contract, as written, remains valid and enforceable.
For further assistance with her account, we highly encourage Ms. ******* to reach out to our ***************************** at **************.
We thank you for the opportunity to be of service. Please be advised that any further inquiries of a similar nature will be met with the same response.
Respectfully,
***** *., Executive Team
Correspondence
Westgate Resorts
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Ak/spCustomer Answer
Date: 02/20/2025
Complaint: 22397783
I am rejecting this response because: Their refusal to directly address the substantive concerns I have raised is both unacceptable and indicative of a broader pattern of evasion and bad faith business practices.Westgates statement that they have addressed my concerns on multiple occasions is not only misleading but entirely false. At no point has Westgate adequately responded to the specific issues I have raised, nor have they provided any meaningful resolution. Instead, they have chosen to rely on vague, boilerplate language that does nothing to rectify the deceptive, unfair, and potentially unlawful practices I have experienced.
Furthermore, their insistence that the contract remains valid and enforceable does not negate the fact that their sales tactics and subsequent handling of my concerns raise serious ethical and legal questions. A contract obtained through misrepresentation, high-pressure sales tactics, or omission of key details is not legally binding in the manner they suggest. Their failure to address the legitimacy of my claims is a blatant attempt to dismiss a legitimate dispute without due consideration.
Westgates response also attempts to discourage further inquiries by stating that any additional complaints of a similar nature will be met with the same response. This statement alone underscores their unwillingness to engage in good faith discussions or take consumer complaints seriously. Rather than acting as a responsible business committed to customer satisfaction, ******************************************* continues to rely on stonewalling tactics to deflect accountability. This is an egregious demonstration of disregard for consumer rights.
I urge the Better Business Bureau to take note of Westgates continued pattern of evasive and dismissive responses to legitimate consumer grievances. Their refusal to engage in meaningful dialogue or offer a resolution only further highlights the necessity of external oversight and potential regulatory intervention.
I demand that Westgate Resorts take my concerns seriously and provide a substantive response that directly addresses the points I have raised. If they continue to dismiss my complaint without proper consideration, I will have no choice but to escalate my case further.I appreciate the BBBs role in advocating for fair business practices, and I trust that this matter will be reviewed with the seriousness it deserves.
Sincerely,
***** *******Initial Complaint
Date:10/03/2024
Type:Sales and Advertising IssuesStatus: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 are writing to file a formal complaint against Westgate Resorts regarding the timeshare we currently own. It is imperative that we no longer continue ownership of this timeshare due to several issues, primarily stemming from the lack of full disclosure by the salespeople and the financial strain it has placed on us.During the sales process, we were tremendously pressured into purchasing the timeshare. The sales team failed to disclose important details about the financial commitment involved, including ongoing costs and the fact that my wife is no longer working. I also had to take a different job with reduced pay, further compounding our financial difficulties. Moreover, we were never informed about a cancellation period, which would have allowed us to reconsider this purchase early on.This timeshare has caused more stress and frustration than it is worth, and we feel deceived by the tactics used to persuade us into this agreement.We are requesting your immediate assistance in canceling this timeshare in the most amicable way possible. We look forward to a prompt resolution and thank you in advance for your cooperation.Business Response
Date: 10/25/2024
October 25, 2024
****** ********
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.
Please be advised that on April 18, 2022, Mr. ******* account was cancelled via Purchasers Default due to non-payment. Westgate holds the right to retain all monies paid as liquidated damages; therefore, no refund will be issued. Mr. ****** is no longer the owner-of-record and has no further contractual obligations to Westgate Resorts.
We thank you for the opportunity to be of service.
Respectfully,
***** *., Executive Team
Correspondence
Westgate Resorts
************************************************************************
Ak/amCustomer Answer
Date: 10/28/2024
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:10/03/2024
Type:Product IssuesStatus: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 trying to cancel the timeshare with Westgate. I sent them the same letter twice and they do not want to accept it. The letter came back to me. I am filing this comparing seeking help with getting this letter to Westgate and getting the response from them. Please, help me!!! I will attach the letter to this complaint. They lied to me about the perks and benefits of owning the timeshare and I ultimately suffering from the consequences. I am financially and emotionally exhausted and begging for you to help with this matter. Thank you in advance.Business Response
Date: 11/07/2024
November 7, 2024
****** ********
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.
Please recognize that Westgate has addressed Mr. ****** concerns on multiple occasions. As such, his refusal to accept our position will not negate the validity of our responses, nor his contractual obligations to the purchase. Nonetheless,please be advised that on September 27, 2024, Mr. ****** account was cancelled via Purchasers Default due to non-payment. Westgate holds the right to retain all monies paid as liquidated damages; therefore, no refund will be issued. Mr. ***** is no longer the owner-of-record, and has no further contractual obligations to Westgate Resorts.
We thank you for the opportunity to be of service.
Respectfully,
***** *., Executive Team
Correspondence
Westgate Resorts
************************************************************************
Ak/amInitial Complaint
Date:10/03/2024
Type:Sales and Advertising IssuesStatus: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've been wanting to rent out the timeshare that I had just gotten, but no one was giving me specifics on how to do so. The sales *** that helped me out said to just post it on social media, but not much else was said. If you would like proof I have the conversations saved on my phone.Business Response
Date: 10/25/2024
October 25, 2024
****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************
RE:******* ******* *****
Complaint ID # ******** - Account # *********** - *********
Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Ms. ******** complaint.We thank you for the opportunity to respond.
Mr.********, as we consider Ms. ******** concerns of very high importance and wish to offer her the best assistance we can offer, we ask that she please contact us directly. We urge Ms. ******* to contact our team member ******* directly at **************. Should Ms. ******* have any further concerns, we encourage her to present them to us via our email address below.
Westgates commitment is to continue to provide quality customer service that stands unrivaled within the timeshare industry. We value all of our owners and strive to exceed their expectations, and it is our hope that Ms. ******* will allow us to do that.
We thank you for the opportunity to be of service.
Respectfully,
***** *., Executive Team
Correspondence
Westgate Resorts
************************************************************************
Ak/spCustomer Answer
Date: 11/04/2024
Complaint: 22376333
I am rejecting this response because: As much as I appreciate the acknowledgment of my concerns and your commitment to customer service.
However, I would like to clarify that I have already attempted to reach out to the designated contact, *******, multiple times without receiving a response. Given the nature of my complaint and the distress this situation has caused, I would prefer to communicate directly with someone who can assist me in resolving this matter.
To reiterate, my name is ******* *******-*****, and I am formally requesting the cancellation of the timeshare contract I was led to believe was a two-bedroom villa. My experience during the sales process was fraught with misrepresentation and high-pressure tactics, which I detailed in my previous correspondence.
I sincerely hope for a resolution to this matter and look forward to your assistance. Please provide me with a direct line of communication to a representative who can address my concerns effectively.
Thank you for your attention to this urgent matter. I look forward to hearing from you soon.
Best regards,
******* *******-*****
Sincerely,
******* ******* *****Business Response
Date: 11/14/2024
November 14, 2024
****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************
RE:******* ******* *****
Complaint ID # ******** - Account # *********** - *********
Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Ms. ****** complaint.We thank you for the opportunity to respond.
We regret to read of any inconvenience Ms. ***** may has experienced regarding contacting our team member *******. Please keep in mind that ******* does not have constant access to the phone, as such, we ask that Ms. ***** leave a message if she is unable to reach her immediately, and she will return her call. Nonetheless, we can also confirm that ******* has attempted to contact Ms. ***** directly without success. As such, we ask that Ms. ***** please reach out to her again at **************.
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 below.
Respectfully,
***** *., Executive Team
Correspondence
Westgate Resorts
************************************************************************
Ak/amCustomer Answer
Date: 02/03/2025
Complaint: 22376333
What kind of response is this? Okay so at this point I do not care about *******. I just want someone to please help me get out of my contract. Your people, YOUR company has lied to me and I do not care to have this with you anymore. I want out. Send someone that can actually help me with this, instead of avoiding what I am requesting.I hope to hear you soon.
Sincerely,
******* ******* *****Business Response
Date: 02/13/2025
February 13, 2025
****** ********
Consumer Affairs Representative
BBB serving Central Florida
**************************************************************************************
RE: ******* ******* *****
Complaint ID # ******** Account # *********** *********
Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding ******* ******* Careys complaint.We thank you for the opportunity to respond.
Mr.********, please be advised that Ms. ******** account is being cancelled and refunded, minus any applicable Contract Benefits. As such, Ms. ******* will no longer be the owner-of-record.
We thank you for the opportunity to be of service.
Respectfully,
****** *., Executive Team
Correspondence
************************************************************************ (Attn: ****** *.)
Sb/spInitial Complaint
Date:10/02/2024
Type:Service or Repair IssuesStatus: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.
My husband made a purchase of a trip from WestGate Resorts on 2/24/2024 in **********. They told us ( and I have the contract) that if we decided to cancel within 30 days that we would get fully refunded. --My first call to them was 3/6/2024-I was told I was sent and email showing how I could get my refund. I checked for 3-4 days bc it was the middle of the week so they said to give them a few days. Nothing showed up --My second call was 4/13/2024- I called 3 times that day bc every time I called I got to person and when they answered I said hello back and then they hung up.--My 3rd call was 5/13/2024 and they said "oh your calling about the refund that you have not received and I said yes, they said we will resend the email to me and my fiance. Still no email.--My 4th call 7/2/2024 talked to a lady named ***** she said she was going to get with her supervisor and get back with me.... nobody called me ******* 5th was on 7/18/2024 talked to a guy named **** and he said I would have to talk to another lady bc the card it was used on we had to close due to fraud and she would call me back.The amount was for $279.00 and I called WELL within the time frame to cancel and so now I'm reaching out to **** to see if you guys can help me bc this is ridiculous.Partly bc I want my money back butBusiness Response
Date: 10/08/2024
October 8, 2024
Miguel
Irizarry
Consumer
Affairs Representative
BBB
serving Central Florida
1600
S. Grant Street
Longwood,
FL 32750
RE:
Holly Coxwell
Complaint ID # 22369956 - CS0417759
Dear
Mr. Irizarry,
Westgate
Resorts is in receipt of your correspondence regarding Ms. Coxwell’s complaint.
We thank you for the opportunity to respond.
As
we consider Ms. Coxwell’s concerns of very high importance and wish to offer
her the best assistance we can offer, we ask that she please contact us
directly. We ask that Ms. Coxwell please contact our team member Aundrea,
at 1-407-355-2863, for direct assistance with the refund process as well
as to discuss her allegations.
We
thank you for the opportunity to be of service.
Respectfully,
Aidan K., Executive Team
Correspondence
Westgate
Resorts
[email protected]
Ak/amInitial Complaint
Date:10/01/2024
Type:Order IssuesStatus: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, I am trying to cancel my timeshare and I have hit a few speedbumps with Westgate Resorts. Below are some of the reasons why I feel they have not been treated fairly with this contract and would like Westgate to come to a reasonable conclusion. The cancellation Process Issues: I submitted a timeshare cancellation request in 2020 but has faced nearly four years of inaction, with no updates or resolution from Westgate. The ongoing maintenance fees have added financial strain, and the lack of response has resulted in emotional distress and a tarnished perception of the company.Poor Resort Conditions: I encountered a disappointing stay at a ************ property that did not match the advertised standards. After being pressured into purchasing a timeshare during a lengthy sales presentation, she later experienced a substandard unit in Florida, complete with mold and other issues.Unprofessional Treatment: During a meeting meant for new owners, I was escorted out by security after expressing her dissatisfaction, leading to humiliation in front of other guests and distress for her children. Despite attempts to address her concerns, Westgate representatives were unresponsive and ******************** Burden and Emotional Impact: the financial strain of continued maintenance fees for services we do not wish to utilize. The emotional toll and feelings of being taken advantage of are prevalent, particularly for the single mother balancing work and family responsibilities.I am requesting immediate action to cancel this timeshares, citing that I have paid sufficient amounts for services and have not been able to use effectively. Please help me get out this awful contract. From, ******* **********Business Response
Date: 11/01/2024
November 1, 2024
****** ********
Consumer Affairs Representative
BBB serving Central Florida
**************************************************************************************
RE: ******* **********
Complaint ID # ******** Account # ********** *********
Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding ******* Bogunovichs complaint.We thank you for the opportunity to respond.
Mr.********, please be advised that Ms. ********** has been made aware of Westgates position regarding each of the concerns presented repeatedly, and it has not changed. ****** her providing documentation of wrongdoing on Westgates part, her contract remains valid and enforceable.
While we are appreciative of her concerns, we remain available to help. We encourage the consumer to contact our Contract Mediation Team at ************** for further assistance, as they may be available to explore possible options for her regarding her ownership.
We thank you for the opportunity to be of service.
Respectfully,
****** *., Executive Team
Correspondence
************************************************************************ (Attn: ****** ****************Customer Answer
Date: 11/04/2024
Complaint: 22363903
I am rejecting this response because:Hello,
Thank you for your prompt response to my complaint regarding my timeshare contract. I appreciate your acknowledgment of my concerns, but I must express my disappointment with Westgates position. While I understand that you require documentation of wrongdoing, my ongoing issues with Westgate have been well-documented through my previous communications. The lack of response to my cancellation request over the past four years is a significant concern, as are the ongoing maintenance fees for a timeshare I cannot use effectively. I was pressured into purchasing this timeshare during a sales presentation and have faced poor resort conditions, emotional distress, and financial burden as a result. I believe these factors warrant a reconsideration of my request for cancellation. I would like to take you up on your suggestion to contact the Contract Mediation Team at **************, and I hope this will lead to a resolution that is fair and reasonable. However, I urge Westgate to take my concerns seriously and work towards a satisfactory outcome.Thank you for your attention to this matter. I look forward to your support in resolving this issue.
Sincerely,
******* **********
Business Response
Date: 11/14/2024
November 14, 2024
****** ********
Consumer Affairs Representative
BBB serving Central Florida
**************************************************************************************
RE: ******* **********
Complaint # ******** Account # ********** *********
Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding ******* Bogunovichs complaint.We thank you for the opportunity to respond.
Mr.********, please be advised that Westgate has repeatedly responded to Ms.Bogunovichs cancellation requests. We ask her to understand that her disagreeing with our position in no way negates that. Furthermore, we ask the consumer to understand that providing proof of any wrongdoing is not the same as repeatedly reiterating her claims as she has done over the years, and ultimately, verbal allegations simply do not suffice.
Notwithstanding the aforementioned, we are glad to know that Ms. ********** will be reaching out to our Contract Mediation Team. We would like for her to understand that they are not a department that will re-review her concerns in any way; if she chooses to bring them up while being assisted, they will cease all communication and redirect her back to us for handling. The consumer is being referred to our Contract Mediation Team for potential options solely due to the delinquency on her account, nothing more.
In the interim, Westgates position remains that the contract is valid and enforceable. For further assistance, Ms. ********** may contact our Contract Mediation Team at **************.
We thank you for the opportunity to be of service.
Respectfully,
****** *., Executive Team
Correspondence
************************************************************************ (Attn: ****** *.)
Sb/amCustomer Answer
Date: 11/15/2024
Complaint: 22363903
I am rejecting this response because:
****** ********
Better Business Bureau
Re: Response to Complaint ID #******** *******************************************
Dear Mr. ************************* you for your response to my complaint regarding Westgate Resorts (Central Florida Investments, Inc.). However, I would like to clarify a few key points and express my ongoing frustration with the company's handling of my case.
I understand that you require a signed release form to proceed with my complaint, and I will be submitting the requested form as soon as possible. That being said, I remain deeply concerned that my issue has not been fully addressed and that Westgate Resorts continues to avoid a clear and fair resolution.To reiterate, my primary concern is the cancellation of my timeshare contract, which I have been attempting to cancel for several years now. Despite submitting a cancellation request in 2020, Westgate has failed to provide any meaningful response or action on my request. Additionally, I have experienced significant financial strain due to ongoing maintenance fees for a property I am unable to use effectively and have no desire to continue maintaining Furthermore, the conditions of the resorts I have visited, specifically the ************ property and a unit in Florida, were subpar and did not match the representations made during the timeshare presentation. To compound the issue, I was treated poorly and unprofessionally when I attempted to voice my concerns, which led to further distress and feelings of being taken advantage of.The response I received from Westgate continues to be vague and non-committal. The suggestion that I contact owner mediations to make a payment, without offering clear instructions on how to proceed with the cancellation process, is not a viable solution. I have already been stuck in this cycle for years, with no definitive path to cancel my contract, and I am extremely frustrated by Westgate's lack of transparency and accountability.
Given the circumstances, I am requesting the BBB's assistance in pushing Westgate Resorts to either honor my request for timeshare cancellation or offer a clear, fair, and immediate solution. I have already endured a considerable financial burden and emotional distress as a result of their actions, and I do not believe that simply paying additional fees to mediate my case is a reasonable solution.Please let me know what additional steps I need to take in order to resolve this issue. I appreciate your continued attention to this matter and look forward to your prompt response.
Sincerely,
******* **********Initial Complaint
Date:09/27/2024
Type:Order IssuesStatus: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 Resort. Due to significant financial challenges, my family and I are no longer able to maintain this contract, and we are seeking assistance in canceling the agreement.Since acquiring the timeshare, we have not used it even once. Unfortunately, our household income has drastically decreased, as what was once a two-income household is now supported by a single income. As a teacher, I am dedicated to my profession, but it is widely known that teaching salaries are modest. Furthermore, the loss of child support payments, which were critical for meeting my children's needs, has only added to the financial strain.Given these circumstances, continuing to pay for a timeshare that we have never used is an unjustifiable burden. We respectfully request the cancellation of our timeshare contract with Westgate Resort. Our current financial situation requires us to prioritize essential expenses, and the ongoing costs associated with the timeshare are no longer feasible.I kindly ask for the Better Business Bureaus assistance in helping us reach a resolution with Westgate Resort. Thank you for your time and consideration.Business Response
Date: 10/07/2024
October 7, 2024
Miguel
Irizarry
Consumer
Affairs Representative
BBB
serving Central Florida
1600
S. Grant Street
Longwood,
FL 32750
RE:
Alexandra Day
Complaint ID # 22347769 - Account # 20358750840
- CS0417948
Dear
Mr. Irizarry,
Westgate
Resorts is in receipt of your correspondence regarding Ms. Day’s complaint. We
thank you for the opportunity to respond.
First and foremost, we are truly sorry to read about the difficult
situation Ms. Day 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.
Please
understand that Ms. Day was provided with a state mandated rescission period
for contract cancellation. She 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 she cancelled within the allotted timeframe, it is
Westgate’s position that the rescission period for contract cancellation has
passed; as a result, her request for cancellation has respectfully been denied.
Ultimately, the contract remains valid and enforceable, regardless of usage.
While her contract is valid and we are unable to provide
cancellation, rest assured that Westgate is willing to work with Ms. Day 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. Day will need to fully
execute the application and submit all requested documentation to the address
listed on the application. Westgate will not review any applications where
supporting documents are missing. Once the application is reviewed, Ms.
Day 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 below.
Respectfully,
Aidan K., Executive Team
Correspondence
Westgate
Resorts
[email protected]
Ak/amInitial Complaint
Date:09/27/2024
Type:Service or Repair IssuesStatus: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 purchased a timeshare at Westgate Kissimmee in July 2019, believing it would enhance our family trips to ************, especially for our young daughters. After attending multiple presentations, we were sold a foreclosed unit sight unseen, expecting it to have the same amenities as other Westgate locations. However, upon arrival at ******** the following year, we discovered our timeshare was managed by a different company, a fact never disclosed during the sale. The pressure during the lengthy presentation made us feel like hostages, and since then, we have sought to exit our contract. The ***** shutdown severely impacted our finances, and we now feel trapped paying $2,000 a year for a subpar location. Attempts to use our timeshare at partnered locations revealed limitations that were not disclosed initially. During a 2022 owners meeting, an attempt to upsell us confirmed that our timeshare was the worst tier available, yet no explanation was given for the supposed equity ownership. This timeshare has become an unbearable burden, and we demand cancellation of our contracts and release from your resort.Business Response
Date: 10/17/2024
October 17, 2024
****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************
RE:*********************
Complaint ID # ******** - Account # *********** - *********
Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Mr. Hills complaint. We thank you for the opportunity to respond.
Mr.********* please be advised that Westgate has addressed Mr. Hills concerns previously. While we regret to read of their feelings towards Westgate, please know that Westgates position remains unchanged. As such, we will be forwarding an additional copy of our response to Mr. ***** via the email on file, for him to review further.
Although we have already addressed Mr. Hills concerns, please allow us to offer further clarification on his travel options and exchanges. As previously advised,Westgate owners can accomplish expanded travel options with a membership with ********************** (II) and Westgate Cruise & Travel Collection (WGCTC)as both companies allow owners to book stays, as well as getaways, at thousands of international destinations around the world. Keep in mind, however, that any travel through II or WGCTC is subject to their terms and conditions as they are third-party entities, and Westgate neither governs nor controls their processes or inventory. Should Mr. **** have any questions about their services or specials, he may contact II directly at ************** or WGCTC at **************. With regard to internal exchanges within Westgate, please understand that Mr. **** is able to exchange to other Westgate resort locations by booking directly with Westgate; however, additional fees will apply and these exchanges are not contractual in nature. Exchanges made with Westgate will accrue a $169.00 exchange fee when booking over the phone,or a $149.00 online. These fees are non-transferrable and not refundable.
Ultimately,the contract, as written, remains valid and enforceable. Nonetheless, as we continue to deeply value Mr. Hills 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 his account.
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 listed below.
Respectfully,
***** *., Executive Team
Correspondence
Westgate Resorts
************************************************************************
Ak/bpCustomer Answer
Date: 10/28/2024
Hello, I recently received an email stating my complaint was closed due to no response. I rejected the last letter that was sent the week before last. Is that the reason the complaint was closed. Can I open a new complaint?
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