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

645 total complaints in the last 3 years.
223 complaints closed in the last 12 months.

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Submit a Complaint

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:09/24/2024
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.
My husband and I were persuaded to purchase a timeshare. After getting home we realized this was not a good idea and called to cancel. We were told we were outside of the return period and would need to keep it. After several back and forth conversations that went nowhere we enlisted the help of a military attorney to prove the company manipulated us into the purchase by paying our initial down payment. An official letter was sent to Westgate to remove us from the property. We have since again gone back and forth with them as they have removed my name from the property but not my husbands which is causing a significant hit on his credit score, which is not allowing us to purchase a home. We have tried everything to rectify this situation but Westgate is not complying. We just want this nightmare to end. We have never paid for the property, we dont even exist in their system. When we call they give us no information only that they can't help us becasue we are dealing with an attonery which is not the case. I feel this is just a game they are playing to extend this situation out furhter.
Customer Answer
Date: 09/30/2024
Here is the signed form as requested
Customer Answer
Date: 09/30/2024
Singed Page
Business Response
Date: 10/08/2024
October 8, 2024

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

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

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

Contrary to *** and Mrs. ******* belief, the account does exist in our system and at no point was Mrs. ****** removed from said account. As an owner on the account, she remains contractually and financially liable for the purchase just as ********* does. However, please allow us to clarify that Westgate only reports the primary account holder to the appropriate credit bureaus. Further, should the property go into foreclosure, both owners, *** and Mrs. ******* will be reported and a judgement levied accordingly. As of the date of this response, we can confirm that they are in breach of the terms of the contractual agreement they established with Westgate and the account is in danger of default.

Furthermore,please know that Westgate has previously addressed *** and Mrs. ******* concerns surrounding having an attorney and they have failed to inform us of anything since that response, to include that they were no longer being represented. As such, please know that we will be forwarding a copy of this response to *** and Mrs. ******* via the email on file, for further review. Keep in mind that our position remains unchanged. Nonetheless, Westgate has removed the attorneys information from the account for communication purposes. This in no way alters the fact that the terms of *** and Mrs. ******* contract are valid and remain enforceable.

For further assistance with their Westgate account, we ask that *** and Mrs. ****** please contact our ************************** 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. 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/am
Customer Answer
Date: 10/08/2024

Complaint: 22329959
I am rejecting this response because as you can see from their correspondence we have been trying since May of 2022 to cancel this with them. They have avoided us the entire time. Never once have they given us information, other than he later stating that they received our response for the Military Legal team, back in 2022. We have never made a payment to them and for the last 2 plus years have constantly been trying to get them to get this out of our name. WE have proof from them in writing in said contract that $300 was paid to them when in actually it wasn't. We were pushed into signing up and once out of the trap we called to cancel as we felt taken advantage of. We have bank statements proving we didn't pay $300 set up fee. The company is manipulative and doing business illegally. We will continue to fight this as they are doing everything in their power to ruin our lives with this scam. We were charged on May 28, 2022 $200 and had our first and last interaction with them July *******. You mean for 2 year of non payment we are not in default nor have been contacted by any way to make a payment?? People are fined and sued for less. They are a shady business and need their license revoked. We will most definately not accept this response.

Sincerely,

********* ******
Business Response
Date: 10/23/2024
October 23, 2024

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

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

Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Mrs. ******* complaint.We thank you for the opportunity to respond. Please know that we will be issuing copies of all documents referenced in the following response to *********** via the email on file, for her review.

Please allow us to clarify that, upon our review of the recorded signing, it was found that in addition to Mrs. ******* signatures on the contract documents, the recording clearly and concisely indicated her written and verbal agreement and acknowledgment that the Receipt for Today's Money document is accurate. This document indicates that the $200.00 was applied to Mrs. ******* credit card as well as $100.00 in cash was provided.

Additionally,to address her claim of Westgate allegedly not making contact with Mrs. ****** regarding payment, please recognize that she had Attorney representation from mid-2022 until she was notified in our previous Better Business Bureau (BBB) response that we removed the attorney information we had on the account based on the ******************** complaint itself. During that time-frame, all contact was stopped as Westgate was never notified by the attorney that they were no longer representing ***********

Ultimately,while we respect Mrs. ******* position on these matters, Westgate's position remains unchanged whether she chooses to accept it or not. She must take into consideration the contractual nature of the agreement she entered into with Westgate at the time of sale. Further, while we can confirm that the account is currently in our pre-charge-off, or default selection process, it is at Westgates discretion exactly when the default will actually take place. In the interim,the terms of the contract, including ********************** obligations, remain valid and enforceable.

For further assistance with her Westgate account, we ask that Mrs. ****** please contact our ************************** 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 understand that any inquiries of a similar nature will be met with the same response moving forward.

Respectfully,

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

Ak/am
Customer Answer
Date: 10/24/2024

Complaint: 22329959
I am rejecting this response because per the response of Westgate, they still have yet to confirm where the $100 cash came from? I can assure you it wasn't from myself or my husband. We were given that cash from one of Westgates agents to secure the timeshare. With this, my husband and myself felt pressured and forced to go through with the purchase. We were told the initial presentation was supposed to be 90 minutes, we were there for 4 HOURS. Furthermore, we have never had an attorney. We had a military paralegal write a letter on our behalf explaining the situation as well as showing we had been trying to cancel for some time. Westgate at no time was ordered to not communicate or seek payment from us. We have already provided this information to their owners services team, and we were belittled, harassed and verbally assalted.Westgate continues to be unprofessional and manipulative regarding this situation. It would be in the best interest of both parties to remove this property from our names, and stop fraudulently pressuring people into commitments for their own personal gains. I am committed to following through with this claim and bringing to light the manipulative and unethical practices Westgate uses to get people into timeshare.

Sincerely,

********* ******
Initial Complaint
Date:09/24/2024
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.
07/17/2024 We had this timeshare for more than 9 years. This summer when we went up we were scammed into new contract. They lied to us about all the complementary stuff that we would be getting for the timeshare. Our building is not built yet and we were promised one week of stay this year and another week next year for the complementary since our building is not yet completed. After we tried booking a week for this year we learned about all the different fees that we have to pay in order to book a week of stay. They were also restrictions of when we can stay. None of these items were mentioned to us. I tried getting in contact with our adviser and I sent multiple messages and he stopped responding to them and ignoring all the concerns and issues we have been experiencing. We would like to cancel this new contract and stay with our old one due to all the items that we were tricked into believing.
Business 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:
Aleksandar Bozic
Complaint ID # 22329364 - Account # 66723614427
- CS0413544

Dear
Mr. Irizarry,

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

First and foremost, we are sorry to read about any difficulties Mr. Bozic may
have encountered while trying to contact the sales representative. Please know,
we have different departments within Westgate specifically dedicated to dealing
with various aspects of his ownership, and our Account Services Team can
get him in contact with whichever one may apply. This team is also dedicated to
servicing his reservation needs. As Mr. Bozic may know, they can be reached directly at 1-800-925-9999 / Option #4.
Additionally, owners have access to our online portal at westgateowners.com,
wherein they can also manage their ownership

Contrary
to the allegation presented, please understand that a review of the recorded
signing shows that the Supplemental weeks were fully discussed and it was
clearly disclosed that there would be a fee depending on what Mr. Bozic chose
to book. Further, the price of each unit size, if he returned to Gatlinburg,
was specifically disclosed. This allegation is also refuted by the executed Supplemental
Week Disclosures and Acknowledgment of Representations document.
Please know we will be sending additional copies of these documents to Mr.
Bozic directly via the email address we have on file for him.

Ultimately,
the contract remains valid and enforceable. We understand that it can be
frustrating to learn his contract cannot be cancelled; however, please know
that we do want to help Mr. Bozic. Our department referrals will provide help
to the best of their abilities. However, they do not offer cancellation
services, For direct assistance with his account, we ask that Mr. Bozic please
contact our Account Services Department at 1-888-999-0101.

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:09/19/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a formal complaint against Westgate Resorts regarding my timeshare. Despite only using it once, I was pressured into upgrading the timeshare with claims that I was running out of time for the best offer. I was required to pay $9,400 just to use it because it was "out of the correct year to use." This made the entire experience feel more like a financial burden than a benefit.Shortly after I made the purchase, circumstances in my personal life drastically changed. In 2012, my mother fell ill, and I had to begin supporting her financially. To make matters worse, I received a call from Westgate asking me to invest an additional $7,000. They also constantly encouraged me to engage in travel partner selling to help cover costs, which never materialized into any real benefit.Due to these changes in my personal life, income, and expenses, I can no longer afford to keep up with the payments or obligations associated with the timeshare. I am writing to request that Westgate provide me with all available options to forfeit this property, as it is no longer feasible for me to maintain it.Thank you for your attention to this matter. I hope you can assist me in resolving this issue as soon as possible.
Business Response
Date: 10/03/2024
October 3, 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.********, first and foremost, we sincerely apologize if Ms. ***** felt uncomfortable or pressured in any way while attending our sales presentation.Since there may have been offers presented on a first-come, first-served basis,depending on the available inventory, the representative may have expressed some urgency regarding the offer. However, she was never obligated to remain past the agreed-upon time 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. ****** concern with our *************** Program (TPP),please be advised that the final decision to enroll in this program was always Ms. ******* Additionally, we can confirm that the consumer can earn commissions based on timeshare purchases made by qualified referrals; however, we ask her to understand that the benefits possible are directly related to each owners persistence and efforts to participate.

As for Ms. ****** claim that she had to pay $9,400.00 to book her occupancy week,we kindly ask her to provide additional information, including when the payment was made and to whom, as it was not paid to Westgate.

Ultimately,Westgates position is that Ms. ****** contract is valid and enforceable.While we are appreciative of her concerns, we ask Ms. ***** to keep in mind that absent verifiable documentation of wrongdoing, Westgate is not required to offer any type of assistance. Furthermore, all avenues of assistance are customer service courtesies.

Notwithstanding the above, we truly regret of the struggles Ms. ***** states she is currently facing. While her contract is valid and we are unable to provide cancellation,we wish to assure her that Westgate is willing to work with her during her hardship. We encourage her to reach out to our *************************** at ************** to request a hardship application. Please advise the consumer that she 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, she will be notified in writing of Westgates decision.

Respectfully,

****** *., Executive Team
Correspondence
************************************************************************ (Attn: ****** ****************
Customer Answer
Date: 10/04/2024

Complaint: 22309714

I am rejecting this response because:
I would appreciate some clarification regarding the hardship request they mentioned. I want them to confirm whether this hardship request is intended to assist in the cancellation of the timeshare contract, or if it is solely focused on bringing the account current? It is important for me to understand the specifics of this request, as my goal is to explore all options for cancelling the timeshare due to the financial strain it has caused.
Sincerely,

***** *****
Business Response
Date: 10/14/2024
October 14, 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 advise Ms. ***** that for additional information regarding Westgates hardship application, she will need to reach out to our **************** Team directly at **************.

We thank you for the opportunity to be of service.

Respectfully,

****** *., Executive Team
Correspondence
************************************************************************ (Attn: ****** ****************
Initial Complaint
Date:09/17/2024
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 formally express my profound dissatisfaction with Westgate Resorts and the timeshare I purchased approximately 8-10 years ago. Despite my efforts to resolve these issues, my attempts have been repeatedly ignored by Westgate Resort, and I have not received any acknowledgment of my requests to cancel my timeshare. The lack of response has only added to my ************** the time of purchase, I was assured that I was entering into a beneficial agreement. I was shown beautiful and spacious rooms and was promised that these accommodations would be available to me. However, this has not been the case. The rooms I have been allocated, when I could even secure a booking, were not as advertised. In fact, I have only been able to use the timeshare about five times due to the constant unavailability of rooms and the difficult booking process.Furthermore, my personal circumstances have significantly changed since I first purchased the timeshare. In 2021, my wife, ******, was declared disabled due to severe anxiety and depression, resulting in high medical expenses and a decrease in our household income as she is no longer able to work. In 2023, we lost my father-in-law, and my mother-in-law has since become bedridden. My wife has relocated to ***** to care for her, and we plan to permanently move there.Given the drastic changes in our financial and personal situation, we can no longer afford the timeshare and no longer wish to be associated with Westgate Resorts or any timeshare agreement. I am once again requesting your assistance in terminating our timeshare agreement and relieving us of any further financial obligations.I hope this matter is treated with the urgency and sensitivity it deserves. I look forward to a prompt response and a satisfactory resolution to this issue.
Business Response
Date: 10/11/2024
October 11, 2024

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

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

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

Mr.********, please be advised that Westgate has attempted to contact Mr. ****** on multiple occasions requesting additional information as we are unable to locate his account, but unfortunately, we have been unable to reach him.

Please be advised that we cannot proceed with our research regarding his concerns, as additional information is required to review his allegations, including his Westgate account number. Without this information, we cannot continue our research. As such, we encourage the consumer to contact us at the email address listed below with the requested information.

We thank you for the opportunity to be of service.

Respectfully,

****** *., Executive Team
Correspondence
************************************************************************ (Attn: ****** ****************
Customer Answer
Date: 10/14/2024

Complaint: 22299566

I am rejecting this response because: I want to get this resolved through the BBB only for faster and clearer communication. My Westgate account number is **********.

Sincerely,

***** ******
Business Response
Date: 10/23/2024
October 23, 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. ********, first and foremost, we regret to read of the struggles Mr. ****** states he is currently facing. We are aware that when life brings unforeseen financial and medical challenges, it can lead to uncertain times. We wish to assure him that we deeply value his relationship with Westgate and are committed to providing him assistance to the best of our abilities.

Please allow us to sincerely apologize for any inconvenience or perceived lack of quality customer service Mr. ****** may have encountered while attempting to receive assistance from our team. We wish for the consumer to know that we have different departments within Westgate specifically dedicated to dealing with various aspects of his ownership, and our **************** Team can get him in contact with whichever one may apply. They can be reached at ************** / Option 4.

Regarding Mr. ******* claim that he may have faced difficulties attempting to book using his ownership, please be advised that our records indicate that Mr. ****** contracted a Fixed Week ownership; as such, there is never a concern with the availability of his agreed upon occupancy, as the reservations are already created for the consumer and registered in our system. That being said, we ask Mr. ****** to understand that anything outside of his contracted occupancy is based on availability. As for the consumers claim that the units he may have occupied were not as advertised, we ask him to understand that this allegation is too vague for us to review adequately.

Ultimately, we ask Mr. ****** to understand that Westgate has repeatedly addressed his concerns. As such, Westgates position remains that his contract is valid and enforceable. That being said,should Mr. ****** be willing to bring his maintenance and tax balance current,he may qualify for the Legacy Program, wherein he would deed his ownership back to Westgate. If he is interested in learning more about this program, we encourage him to contact our ****************** Team at **************.

We thank you for the opportunity to be of service.

Respectfully,

****** *., Executive Team
Correspondence
************************************************************************ (Attn: ****** ****************
Initial Complaint
Date:09/09/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a formal complaint against Westgate Resorts regarding our timeshare contract, Account #***********. We are deeply dissatisfied with how Westgate has handled our repeated requests to cancel this contract.Despite numerous attempts to resolve this issue, Westgate Resorts has failed to address our concerns adequately. Our experience has been marked by deceptive sales tactics, including high-pressure sales pitches and misleading information about the benefits of the timeshare. The presentation was rushed, leaving us confused and misinformed. We trusted Westgate based on these assurances, only to discover that the timeshare has not lived up to its promises and has been a financial burden.We have invested significant money into this timeshare without seeing any tangible benefits or being able to use it as promised. Westgates customer service has been unresponsive and dismissive, worsening our frustration. The ongoing financial strain and inability to exit this contract have caused us unnecessary hardship.We are now demanding an immediate and acceptable resolution. We urge the Better Business Bureau to assist in facilitating the cancellation of our timeshare contract and resolving this matter swiftly. Our experience with Westgate Resorts has been profoundly disappointing, and we hope for a fair resolution to this ongoing issue.Respectfully,******* & ******* *****
Business Response
Date: 10/04/2024
October 4, 2024

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

RE: Gregory Logan
       Complaint ID # 22259372 – Account # 66588128398 –
CS0412590

Dear Mr. Irizarry,

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

Mr. Irizarry, first and foremost, we are
disheartened to read that Mr. Logan may be dissatisfied with Westgate’s
previous responses, as Westgate is committed to providing our owners with the
highest level of service and assistance to the best of our abilities, and we
apologize if he feels we have not met that standard.

Regarding Mr. Logan’s claims that the
presentation he attended was rushed and that he was pressured into purchasing a
timeshare, please be advised that Westgate has previously advised the consumer
that if he was in any way uncomfortable, he was always well within his rights
to have stopped the presentation and ended the transaction altogether. Any
decision to not do so was solely his prerogative as the consumer.

As for his allegations regarding deceptive
trade practices and lies alleged in his complaints, Westgate has repeatedly
asked Mr. Logan for specific allegations and supporting documentation. Absent
this information being provided, Westgate cannot proceed with an investigation.

Ultimately, Westgate’s position remains that
Mr. Logan’s contract is valid and enforceable. Notwithstanding, we truly regret
to read of the struggles Mr. Logan states he is currently facing. While his
contract is valid and we are unable to provide cancellation, we wish to assure
him that Westgate is willing to work with him during his hardship. We encourage
him to reach out to our Account Services Team at 1-888-999-0101 to request a hardship application. Please advise the consumer that he 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, he will be notified in writing of Westgate’s decision.

We thank you for the opportunity to be of
service.

Respectfully,

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

Sb/sp
Customer Answer
Date: 10/07/2024

Complaint: 22259372

October 7, 2024
Miguel Irizarry
Consumer Affairs Representative
BBB serving Central Florida
1600 S. Grant Street
Longwood, FL 32750
RE: Gregory Logan
Complaint ID # 22259372 – Account # 66588128398 – CS0412590
Dear Mr. Irizarry,
Thank you for forwarding Westgate Resorts' response regarding my complaint. While I appreciate the acknowledgement of my concerns, I am disappointed with the lack of meaningful action from Westgate in addressing the core issues I've raised.
To begin, Westgate claims that I had the option to walk away from the sales presentation if I felt uncomfortable. However, this ignores the reality of the situation. The high-pressure sales tactics used during the presentation left little room for me to process what was happening. The sales team rushed through critical details, leaving me feeling overwhelmed and under-informed. I trusted their assurances and believed I was making a sound decision, only to find out later that many of the promises made during the presentation were unfulfilled. The claim that it was entirely my responsibility to stop the transaction is not only dismissive but disregards the aggressive approach used by the sales representatives.
Furthermore, Westgate repeatedly asks for specific allegations and supporting documentation regarding deceptive trade practices, yet I have already detailed the high-pressure environment and misleading sales tactics in my initial complaint. The rushed nature of the presentation, the misrepresentation of benefits, and the failure to deliver on what was promised should be enough to warrant a thorough investigation without me having to continually provide more evidence. I am not a legal expert, but I can certainly recognize when I have been misled, and it is disheartening to see Westgate dismiss my experience as insufficient.
Westgate’s suggestion to apply for hardship assistance feels like another way to sidestep the real issue: the contract was entered under false pretenses. While I appreciate that Westgate acknowledges my financial struggles, the solution I am seeking is not a temporary fix through a hardship application but a permanent exit from this burdensome contract. Frankly, do you know what would help me during this "hardship"? Cancelling my freaking Westgate account! That’s the resolution I need.
I am once again urging Westgate to take responsibility for the misleading tactics used in the sales process and work with me to cancel this contract. The ongoing financial and emotional strain has taken a significant toll, and I hope this matter can be resolved in a way that truly reflects the values of customer service and support Westgate claims to prioritize.
Sincerely,
Gregory & Juanita Logan
Business Response
Date: 10/15/2024
October 15, 2024

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

RE: Gregory Logan
       Complaint ID # 22259372
– Account # 66588128398 – CS0419724

Dear
Mr. Irizarry,

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

Mr.
Irizarry, as previously advised, please inform Mr. Logan that absent specific
allegations coupled with supporting documentation for each, Westgate’s position
remains that full and fair disclosure of all purchase terms, including the
grant of a state-mandated rescission period in which all terms could have been
reviewed, was provided to the consumer in accordance with all laws. Further, we
ask him to understand that full disclosure is not required to be made verbally.
As such, Westgate’s position remains that Mr. Logan’s contract is valid and
enforceable.

While
we are cognizant of his concerns, Westgate remains available to help. We
encourage Mr. Logan to contact our Contract Mediation Team at 1-800-375-8122 for further assistance regarding his ownership.

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: 10/15/2024

Complaint: 22259372

I am rejecting this response because:

Of course! Here’s the letter revised in the first person as Gregory Logan:

---

Dear Sandra B.,

Thank you for your recent response to my concerns. While I appreciate Westgate’s willingness to engage, I am disappointed that my issues haven’t been fully acknowledged. My concerns go beyond simply reviewing documents during the rescission period. My frustration stems from the misleading sales tactics and high-pressure environment I experienced during the sales presentation. I felt rushed, misinformed, and ultimately misled about the actual benefits of the timeshare.

It’s important to understand that for me, full and fair disclosure isn’t just about what was provided in writing but also how the information was presented at the time of the sale. The verbal promises made during the presentation played a large role in my decision to buy the timeshare. When those verbal assurances don’t align with what’s written, it creates a misleading and unfair sales process. That’s the core of my complaint.

While I understand full disclosure doesn’t need to be verbal, the pressure I was under during the sales presentation didn’t allow me to properly review the documents. Important details were either skimmed over or not explained at all. I trusted Westgate’s sales representatives during the presentation, and sadly, the reality of owning this timeshare has not lived up to what was promised.

I have made several attempts to resolve these issues with Westgate’s customer service team, but each time I’ve been met with dismissive responses, which has only added to my frustration. I’m asking that Westgate take the circumstances of this sale into consideration and work with me to find a resolution that addresses both the financial strain and the unmet promises I’ve been dealing with.

I appreciate the suggestion to contact the Contract Mediation Team, but given my prior experiences with customer service, I hope Westgate will take a more proactive and understanding approach to my situation.

Thank you for your attention to this matter. I look forward to resolving this issue fairly and amicably.

Warm regards,
Gregory Logan
Initial Complaint
Date:09/06/2024
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.
-Transaction date: November 7, 2023 -Total cost: $39,009.00 -Deposit paid: $4,009.00 -Financed: $35,000 -past due: $2,644.40 -Balance: $34,567.54 -Maintenance & taxes due: $1,973.00 -Westgate promised to provide outstanding service, including making it as easy as possible to rent out our portion to cover our out of pocket costs when not using it. It has not been close to being easy and has cost a lot. They have also made it impossible to communicate.-The salesman also made promises he has not kept and Westgate is basically calling us liars and that its hear say. He specifically told us not to say certain things and to lie when being recorded and signing paperwork. We also explained that the manager during all of this also made multiple mistakes, including mixing up our credit card with another couples and giving us their paperwork at first with their personal information, again to be told they cant believe us.-We have tried to reach out due to a change in circumstances (job changes and limited travel ability) and with some of these costs being unexpected since they were not assisting as we were told. We also wanted all the above issues addressed. We initially spoke with multiple people and then were told we had to send an email as their correspondence team can only handle this type of escalation any further. We sent an email February only to not hear back until July, which is when they offered no type of assistance or resolution and basically called us liars and said its our fault we signed. Keep in mind the contract states they have to respond within 10 days and they took 5 months. Even with us calling every couple weeks.I sent a response back and it has now been over a month, still not following the 10 day contractual agreement. Ive tried calling 3-5 times just to leave a voicemail and nothing. I spoke with owner services today and they said they cant do anything, just send an email and see if they can follow up with me but cant promise and to wait.
Business Response
Date: 10/02/2024
October 2, 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 understand that there has been no seller default that would qualify for any activation of Clause #** of the Contract for Purchase and Sale. A copy of this document is being sent to Mr. **** via the email on file so he may review it. As such, Westgate stands ready and willing to fulfill its contractual obligations.

Ultimately,Mr. **** has simply made verbal allegations, some of which wholly contradict what was acknowledged and agreed to on the day of sale. With this, absent supporting documentation to hold these claims valid, the written contract supersedes, and will remain valid and enforceable.

As we continue to deeply value his relationship with Westgate Resorts and remain committed to providing Mr. **** 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. For further assistance with his Westgate account, he may 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 address posted below.

Respectfully,

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

Ak/bp
Customer Answer
Date: 10/09/2024

Complaint: 22247938

I am rejecting this response because:
The business is lying completely. First off, they have not complied with the contract multiple times now, which has caused more of a delay in resolving these matters and have caused my credit to be affected, although they told me at the beginning that it would not be.
Multiple times they have failed to meet the contract agreement when it comes to responding in a timeframe agreed to by contract. They used an excuse of being understaffed each time. The first time a response was received over 3 months later and the 2nd time the follow up response was received over 1 month later. Based off the contract, we should be able to fully cancel it since they did not meet their obligations but we have. If this is not possible, we may be willing to settle with them lessening our agreement the smallest package and maintenance fees possible. While they also make sure to fix our credit issue that was falsely reported.
We have since made arrangements to defer and make a payment on the agreement just to make sure our credit can try to be fixed asap on our end since they have not done their part.
Sincerely,

****** ****
Business Response
Date: 10/22/2024
October 22, 2024

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

RE:****** ****, Jr.
       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, simply as a customer service courtesy, ********************** is willing to work with Mr. **** on acquiring a more affordable ownership. As such, we ask that he please contact our *************************** at **************.

We thank you for the opportunity to be of service.

Respectfully,

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

Ak/am
Customer Answer
Date: 10/29/2024

Complaint: 22247938

I am rejecting this response because:
I have attempted to reach out to their per their request and response to you guys and have yet to get a response. I cannot continue to give them all the time in the world to figure things out only to benefit them and only to be on their schedule. This is not a good sign as they already have been the cause for this to go on for so long, as you already know, as I tried discussing this with them since February.
Due to their limited availability and slow response time, they have been the cause for our credits to be affected. They have yet to try to fix our credit by letting the credit bureaus know that they told us it would not affect our credit if we stopped paying until the issues were resolved.
We have also already put so much money into this benefit that we have not even gotten to put to use as we are scared to do anything until they resolve the issues.
Here is our suggestion: We are willing to not request any reimbursement of any of the monthly fees and down payments we have already paid, which has been a lot for nothing. We might be willing to pay a very small, small fee to cancel, but we do ask that they just cancel at this point as they continue to drag this on. We also ask that they report this to our credit as an inaccurate reporting of payment history.
I appreciate all the assistance you guys have given.
Sincerely,

****** ****
Business Response
Date: 11/08/2024
November 8, 2024

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

RE:****** ****, Jr.
       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 Westgate has been in contact with the consumer, and we are pleased to inform you that we are currently working towards an amicable resolution.

You may consider this Westgates response.

Respectfully,

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

Ak/am
Initial Complaint
Date:09/04/2024
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.
In 2019, I used my sister's timeshare to go to Florida. She booked the Westgate Town Center Resort for our week of vacation. As part of using her timeshare, we were invited to a Westgate timeshare presentation that included breakfast and lunch, so we went. We had been to other of my sister's timeshares with a similar offer, so we knew what the agenda would be. I was impressed by the Westgate facilities, so I was willing to listen to the "sales pitch. We had breakfast and we were introduced to a salesman who talked to us and then gave us a tour of the property. He showed me the new section being built, and told me if I bought a timeshare, mine would be in that new section. We came back for lunch, and then sat down to discuss the option of buying a timeshare at Westgate. We were in a room with tons of other people all talking. One man was going around the room with a microphone talking about the positives about a timeshare. Every so often a salesman would jump up and shout he had a buyer. All throughout this, our salesman kept up a steady pace of reasons why I should buy a timeshare and a lot of financial options. He told me I did not need a large down payment (he even got me approved for a credit card to take a cash advance so I could make the down payment) and my monthly payments would be affordable, with my payments over in 3 years. So I figured I could swing the payments if it was paid off in 3 years. I said yes and signed all the paperwork. We had to go to multiple buildings, It was a very confusing process. All the while being given an iPad and cash incentives to get the word out about Westgate timeshares when I returned home. Now it is 2021, and my sister has informed me that she is deeding her timeshare to me because she just doesn't use it enough and she knows I will. I do not need 2 timeshares, and since I am retiring, my income will drop significantly, and it will be difficult for me financially to keep paying on a timeshare I do not need.
Business Response
Date: 10/08/2024
October 8, 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 keep in mind that copies of any documents mentioned throughout will be forwarded to her.

Please allow us to confirm that Ms. ******* is, in fact, deeded in the newest building on the property. Additionally, please understand that Ms. ******** mortgage would have been rewritten into a thirty-six (36) month term if she had taken advantage of an additional down payment option she was offered. She declined to accept it. It is incumbent on Ms. ******* to understand that, as an owner of deeded real estate with a Contract for Purchase and Sale document, a Note document, and a mortgage, she cannot simply decide that she does not want to adhere to the agreed upon contractual terms at her whim. As such, the contract,as written, remains valid and enforceable.

Nonetheless,we truly regret to read of the struggles ********** is currently facing. While her 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 Ms. ******* please reach out to our *************************** at ************** to request a hardship application. Please be advised, ********** 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, she will be notified in writing of Westgates decision. For further assistance with her Westgate account overall, 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 a response inconsistent with this one.

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: 10/09/2024

Complaint: 22240157

To whom it may concern,
Thank you for your response regarding my situation with the Westgate timeshare contract. I must respectfully disagree with the conclusion reached in your denial.
While I appreciate the inclusion of the Contract for Purchase and Sale and Note documents, I believe it is crucial to consider the context in which I entered into this agreement. The information I received during the presentation was misleading and manipulative. I was enticed by promises of a desirable property and affordable payments, but I was not fully informed about the long-term implications of this commitment. The entire process felt rushed and confusing, with aggressive sales tactics that left little room for thoughtful consideration.

Since then, my circumstances have changed significantly. With my sister deeding her timeshare to me, I am now facing the prospect of managing two timeshare obligations, which is financially unsustainable, especially as I approach retirement and anticipate a reduced income.

I urge the BBB to reconsider this matter and advocate for a resolution that recognizes the deceptive nature of the sales process I experienced. I believe it is in the best interest of both parties to find a way to help me exit this contract, rather than adhering strictly to the original agreement made under such duress.

Thank you for your attention to this important matter. I look forward to your response.

Sincerely,

******* *******
Business Response
Date: 10/23/2024
October 23, 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.

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, *** ******* was never obligated to remain past the agreed-upon time to receive any incentive or to purchase a timeshare. Additionally, we sincerely regret any inconvenience ********** *** have experienced during the closing process.The documents and the closing process are measures put in place to protect both Westgate and the consumers. Please keep in mind that if at any point ********** was uncomfortable with the speed of the closing, it would have been up to her to communicate this to the Closing Officer so the pace could be adjusted to her comfort level and refrain from purchasing if her concerns were not addressed to her satisfaction.Additionally, the state of Florida affords consumers a mandated rescission period, which allows consumers additional time to review their decision and their documents further at their leisure. If anything was found that ********** did not like, understand, or agree with, she was able to clarify the matter with our representatives, and if she chose to,cancel the contract with no penalty, if *** ******* were within the rescission period. We ask her to understand that, as the consumer, it was her responsibility to ensure that what she acknowledged and agreed to, matched the information communicated in the documents. There is no legal requirement for the full disclosure to be completed verbally.

Ultimately,please be advised that full and fair disclosure of the financial obligations,as well as the fact that *** ******* was purchasing deeded real estate, was clear from the transactions inception. Westgate cannot control her changing financial dynamic or her personal choice to assume her sister's financial obligation. As such, the contract remains valid, enforceable, and will not be cancelled.

Nonetheless, we truly regret to read of the struggles *** ******* is currently facing. While her 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 *** ******* please reach out to our *************************** at ************** to request a hardship application.Please be advised, she 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, *** ******* will be notified in writing of Westgates decision. For specialized assistance with her Westgate account, we ask that *** ******* contact our ***************************** at **************. Please keep in mind that these department referrals do not offer cancellation services nor will provide an alternative response.

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

Respectfully,

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

Ak/bp
Customer Answer
Date: 10/29/2024

Complaint: 22240157

I am rejecting this response because:
Dear Mr. ************************* you for relaying Westgate Resorts' latest response regarding my complaint. However, I must again express my dissatisfaction with their denial and the points they raised. While I appreciate Westgate's acknowledgment of my discomfort, I maintain that the sales tactics employed during the presentation were indeed aggressive and misleading. I was led to believe that I was making a sound financial decision based on the information presented to me at the time, which was both incomplete and misrepresented. The urgency and atmosphere created by the sales team left little room for me to voice any concerns or fully understand the implications of the commitment I was making.
Regarding the rescission period mentioned, I was not adequately informed about the process or implications, which further complicates my situation. It feels disingenuous to place the onus solely on me when the sales approach was designed to create pressure and urgency.
Furthermore, my circumstances have changed significantly since the purchase, with my sister's timeshare being deeded to me. This situation is now financially burdensome, especially as I approach retirement and my income is set to decrease. I urge the BBB to reconsider my case with an understanding of the manipulative sales tactics that influenced my decision and the significant changes in my financial situation. I believe it is fair to seek a resolution that allows me to exit this contract without further financial penalty, given the circumstances.
Thank you for your continued attention to this matter. I hope for a resolution that acknowledges my concerns.
Sincerely,

******* *******
Initial Complaint
Date:08/31/2024
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.
To Whom It May Concern,I am writing to formally request the termination of my Westgate Vacation Villas membership and a full refund due to a series of unsatisfactory experiences and unmet promises.Upon attending your presentation, we were promised a 7-day vacation for participating in a 90-minute tour. However, the session extended far beyond the promised time, leaving us extremely fatigued and hungry. Despite expressing our desire to leave, we were denied our *** and threatened with the loss of promised incentives and a $20 deposit if we attempted to depart.We were also led to believe we could earn money by distributing marketing flyers and referring others, but we never received the promised support to set up this venture. Additionally, we were told we could rent out our vacation week for extra income, which never materialized.The incentives for attending the presentation were only provided after the sales center had closed, and the manager, ******* ******, used her young child inappropriately to pressure us into compliance under the guise of her childcare responsibilities.Given these issues and the misleading information provided, I am requesting the immediate cancellation of our membership and a refund of all payments made.Sincerely, ***** and **** May
Business Response
Date: 10/17/2024
October 17, 2024

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

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

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

***********, please be advised that Westgate has addressed *** and Mrs. **** 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 previous response to *** and Mrs.***, via the email on file, for their review.

Ultimately,the contract, as written, remains valid and enforceable. Nonetheless, as we continue to deeply value *** and Mrs. **** relationship with Westgate Resorts and remain committed to providing them with the highest level of service, we encourage them 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 *** and Mrs. *** please contact our ****************************** at **************, for direct assistance with the 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 furnished below.

Respectfully,

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

Ak/bp
Initial Complaint
Date:08/31/2024
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.
To whom it may concern, On Saturday August 31st 2024, myself and my with *************************, were attending a tour of the ************************************* in **********, ** as requested when we booked our stay which was for the dates of August 30-September 2. We started by checking in at the tour registration and we arrived at 9:30am. Our tour guides name was *******, which his name tag said he was from *********. About ***** minutes into speaking with *******, we were interrupted by a man and woman who were identified as **** and ******** with the owner referral department. ******** stated they were going to dismiss the tour since we had started a timer before the tour. We were extremely confused why this was the case. Both me and *******, told ******** and **** that we DID NOT start a timer, and gave **** and ******** full consent to search our phones, and our property. I even pulled up my phone applications to show their was no stopwatch running, and ******* did the same with her phone. We believe this is a case of mistaken identity, because I have a brand new Garmin Forerunner 965 running watch which I was wearing. It is NOT a stopwatch, we did not set any timer during the meeting and again, we have done nothing wrong and we were excited to see what Westgate had to offer.**** and ******** even stated DIRECTLY TO US we believe you, and were sorry for the confusion, but you need to contact corporate and the tour is still dismissed.And for an example, in criminal cases within law enforcement you must have PROOF or EVIDENCE that somebody did something. In this case, there is no proof because 1) we didn't do anything 2) there was no video surveillance showing anything we did 3) **** and ******** stated to our faces "we believe you"Now were being told were going to be charged a $300 fee. This is not right, and this needs to be fixed. I've attached a picture of the watch face for reference.
Business Response
Date: 09/10/2024
September 10, 2024

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

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

Dear ********************,

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

*******************, first and foremost, please allow us to sincerely apologize to *** and *************** for any lack of quality customer service they may have experienced while being our valued guests. We wish to assure them that Westgate Resorts demands strict adherence to the Westgate Standards of Excellence, our service protocol, at all times. We do not ever condone discourteous or unprofessional behavior. Although we offer continuous training for our staff, our most valuable tool to monitor individual staff performance is comments from our guests; therefore, we truly appreciate their efforts in bringing their experience to our attention.

As for their claim that they were advised they would be charged a fee for the dismissed tour, please be advised that our records indicate that *** and ************** were never charged the Non-Qualify fee.

It is our sincere hope that the actions of a few have not completely tarnished the consumers' impression of Westgate and that they will give us another opportunity in the future to serve their vacation needs.

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/am
Initial Complaint
Date:08/28/2024
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.
Deseando quien pueda leer esto de Westgate me de una respuesta a una solicitud que hice mucho tiempo atras sin recibir algun "recibido" ABSOLUTAMENTE nada. Esta situacion es desesperante porque desde un comienzo nos engaaron * no quieren ni siquiera responder a un problema que fue causado por su personal, por exagerar las ofertas, persuadirnos * hasta casi sentirnos obligados por compromiso a firmar un contrato que no estabamos seguro que queriamos pero nos hicieron sentir culpables por no darles un poco de vacacion a nuestros hijos, que si moria alguien se pasaba a la otra persona * que estaria saldado que no pagaria nada, pero todo eso es una mentira. Ustedes son estafadores, mintiendo!. Estando en la presentacion no les importo si teniamos hambre, estuvimos como 7 horas ahi encerrados, mi esposa necestaba salir de ese lugar para sus medicinas * no nos dejaron! Se burlaron completamente de mi, dandome una tarjeta sin ningun tipo de fondo como me hicieron creer, los **** "Gratis" que nos dijeron tambien otra mentira mas! Westgate, necesito me hagan el reembolso total te todo lo les hemos pagado, * solicitamos una vez mas la cancelacion de este contrato de manera INMEDIATA. Adjuntare la carta que les mande en abril * es la fecha de esta demanda, * no tengo respuesta, junto con la nota de la notario publico que se reia * decia que todo estaba excelentemente bien, que era una buena inversion, mentirosa! MI CONTRATO ES ***********.
Business Response
Date: 09/16/2024
September 16, 2024

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

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

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

*** ********, first and foremost, we wish to apologize for any inconvenience *** and Mrs. ****** may have encountered while attempting to communicate with our team. We realize that it can be frustrating waiting for a response. We ask *** and Mrs. ****** to understand that our research procedure is thorough and involves multiple departments working together to provide them with the affirmation that each of their concerns is being reviewed and researched in detail. This protocol ensures an accurate response with consideration for their concerns, and we are most appreciative of the patience they have granted this process. That being said, please advise ***and Mrs. ****** that Westgates current response will also act as our response to their original correspondence.

Concerning Mrs. ******* claim about the sales representatives'alleged behavior during the sales presentation they attended, allow us to apologize for any lack of quality customer service the consumers may have experienced during their stay with us. We wish to assure them that Westgate Resorts demands strict adherence to the Westgate Standards of Excellence, our service protocol, at all times. We do not ever condone discourteous or unprofessional behavior. Although we offer continuous training for our staff,our most valuable tool to monitor individual staff performance is comments from our owners and guests; therefore, we truly appreciate their efforts in bringing their experience to our attention.

Regarding *** and Mrs. ******* claim that they felt forced to purchase, we sincerely apologize for any inconvenience the consumers may have experienced due to the length of the presentation they attended and if they felt pressured or uncomfortable in any way. We ask them to remember that in order to receive the promised incentives, they were only required to attend the presentation for the agreed-upon time and had no obligation to remain past that time or to purchase. Ultimately, it would have been at *** and Mrs. ******* discretion to inform the sales staff or closing officer of any discomfort to ensure proper action was taken and refrain from purchasing if their concerns were not addressed to their satisfaction.Moreover, regarding their concern with the incentive they were provided, if there were any concerns, the consumers would have been well within their rights to bring them to the attention of management so that they could be addressed accordingly.

With respect to *** and Mrs. ******* claim that they were advised that the purchase of the timeshare interest would be an investment opportunity, as it is not possible to validate verbal statements,the Developer requires all owners to complete the Acknowledgment of Representations (AOR) document. With this document, the Developer strives to eliminate the possibility of any misunderstandings with regard to what may have been presented to them, which may have influenced the consumers'decision to purchase. Acknowledgments #3 and #5 show that *** and Mrs. ****** purchased this property for personal use, that there were no representations made regarding investment, rental, or resale potential, and that the Developer does not have a rental or resale program to assist them. Additionally, the Public Offering Statement (POS) discloses that, the program of a timeshare interest 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 timeshare interest may be sold.

As for *** and Mrs. ******* concerns with their contracted usage, please allow us to take this opportunity to briefly explain their ownership. Our records indicate that on May 10, 2022, *** and Mrs. ****** purchased an ALL-Season week in a 2-Bedroom Deluxe Villa for use during the Odd-numbered years, with the first occupancy in 2023, at the Westgate Vacation Villas Resort. We ask them to keep in mind that they purchased under the Floating Use Plan for reservations, wherein they do not own the use of a specific unit, but rather a certain unit type, based on availability. Therefore, they have the right to occupy their villa at their home resort during their current year and season of ownership without being charged additional fees. As 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 of their travel dates. Moreover, with respect to *** and Mrs. ******* concern regarding the Mortgage Protection coverage, please be advised that it was made clear in the recorded signing as well as the documents that *** ****** was the covered party.

Regarding *** and Mrs. ******* claim that they were not informed about the associated maintenance dues and taxes (M&T)obligation, please be advised that the executed Contract for Purchase and Sale, AOR, Proposal Review, and Closing Disclosure documents disclose the estimated M&T obligation to be due. A review of the recorded closing clearly confirms that the M&T obligation was discussed numerous times and at length with the consumers. They were well aware of it being due every other year and even discussed pre-payment or paying prior to the due date in order to receive the early pay discount. As such, their claim is wholly unwarranted.

With respect to their concern with passing the timeshare on to their heirs, as each owners situation is unique, we encourage *** and Mrs. ****** to consult with a professional legal advisor regarding the inheritance process in the event of their passing.

As for the remainder of *** and Mrs. ******* concerns, there are some areas in which we require more specific information in order to address them adequately, such as their claim that they are being charged an additional $100.00 a month. In the interim, Westgates position is that full and fair disclosure of the purchase terms, including the M&T obligation as well as the check-in days, was provided on the day of sale. As such, *** and Mrs. ******* contract is valid and enforceable.

While we are appreciative of their concerns,Westgate is available to help. We encourage them to contact our **************** Team at ************** for further assistance. While they do not provide contract cancellation services, they are committed to helping them. They will explore options that may be available to *** and Mrs. ****** to assist them with bringing their account current.

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/am
Customer Answer
Date: 09/18/2024

Comp**int: 22209853

I am rejecting this response because:
Consumer
Most Recent Message
Date Sent: 9/17/2024 3:27:16 PM
Gracias BBB por ayudarme con esta situacin. He recibido el email; estaba en ingls y lo tuve que traducir en ******. Quiero dirigirme a Westgate con su correspondencia. Los vendedores dijeron que esto sera transferido a nuestros hijos, quienes seran beneficiarios, y que tambin es un paquete que muchos otros usaban para hacer un buen dinero al rentar **s semanas a personas o familiares, que sera como una casa a ** que quisiramos ir a vacacionar. Ellos lo p**ntearon de manera muy positiva, pero result ser una mentira. Nos dieron informacin incorrecta. No estoy de acuerdo con ** dec**racin de que tienen altos estndares de calidad; es una mentira. Puedo adjuntar los emails que *** **** sin respuesta por meses!!!, los cuales fueron ignorados por completo, cuando l**maba los representantes no sabian nada al respecto.

Tambin, nosotros estuvimos retenidos all por ** de 8 horas, desde **s 9 am hasta **s 5 pm. Fue estresante. Los vendedores saban que mi esposa **** diabetes porque se los dijimos; no poda ***** ******* cualquier cosa. Lo **** que daban eran hot dogs, papas y sodas. Los comimos por ** necesidad de ***** y ***** algo.

Tenga en cuenta que no fue una so** persona ** que nos estaba metiendo ideas para que nos "re**jramos", mientras nos ayudaban a decidir cul sera ** mejor propiedad para adquirir; siempre iba uno y luego vena otro.

Fuimos mal informados por los vendedores y el papel de ********************************** (AOR) que mencionan fue firmado bajo **s alegaciones falsas que les indiqu. Nos llenaron de promesas y, por ** desesperacin, salimos de all. Tambin el viaje que menciono: c**ramente les re**t cmo fue que *** ******, una de sus representantes, nos dijo que para **s fechas que queramos reservar no haba disponibilidad, y **** me dijo que nos daran una semana y que ** otra pagara dos das y que cuando llegramos nos daran una tarjeta. Fue otra mentira ** porque nos mandaron a un lugar donde ******* usando **s mismas tcnicas para que firmramos otros documentos, que sera lo mejor que actualizramos por habitaciones mas grandes. Ellos prometieron que firmramos y que ajustaran los pagos, pero me ***** por completo. Ellos se enojaron y empezaron a tratarme de manera descorts, arrogante y con prepotencia. Fue entonces lo ** desagradable; me sent humil**do en todos los lugares que intent pasar**. Cuando quise hacer uso de ** tarjeta que dijeron que tendra lo que haba pagado, result ser otra mentira.

La carta de westgate me parece que no aborda mis preocupaciones y los puntos de vista que tiene son errneos. Una vez ** me refiero a su carta cuando dice "******* **** informados". No, no lo estbamos. Las promesas hechas en su primera presentacin, ** ** ***** experiencia agresiva y poco profesional, nos hace sentir poco apreciados y humil**dos por parte de ellos; quiero decir que a pesar de que los documentos contengan **s firmas, antes ******** sido firmados fuimos casi obligados a hacerlo, por nuestra libertad bajo falsas promesas que ahora resulta ser no asi. Ni siquiera les importaba los medicamentos de mi esposa; solo queran meternos un servicio que no es de utilidad. La divulgacin hecha por los representantes, incluyendo a *** ******, fue deshonesta y no ***** respecto a cmo son **s cosas. Adjunto parte de lo que sus representantes ya ******* enterados, incluyendo ** tarjeta donde an espero mi reembolso. Por **s razones antes mencionadas, solicito que mis ****** **** tomadas en cuenta Westgate, se proceda con ** cance**cin de este contrato y el reembolso que me prometieron sus representantes.Adjunto el numero de tarjeta, gracias.

Sincerely,

****** *********
Business Response
Date: 09/27/2024
September 27, 2024

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

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

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

Mr.********, regarding Mr. ********** concern with the incentive he received, we can confirm that the gift card was loaded with a total of $150.00 on January 31, 2023. For further review, please have Mr. ********* provide a merchant-provided transaction history.

As for Mr. ********** concern with our initial response to the BBB being provided in English, please allow us to apologize for any inconvenience this may have caused. Please be advised that we will be providing a copy of Westgates response directly to the consumer to the email address on file in his preferred language of ********************************************** is well within his right to disagree with our position,Westgate has addressed the sales allegations he presents, and our position remains unchanged that his contract is valid. While we are cognizant of his concerns, Westgate is available to help. We again encourage him to contact our **************** Team at ************** for further assistance regarding his ownership.

We thank you for the opportunity to be of service.

Respectfully,

****** *., Executive Team
Correspondence
************************************************************************ (Attn: ****** ****************
Customer Answer
Date: 10/02/2024

Complaint: 22209853

I am rejecting this response because:
Consumer
Most Recent Message
Date Sent: 10/1/2024 10:29:40 AM
Sigo en desacuerdo con esta empresa, ya que no me brindan ayuda y esto es una mentira. He escrito varias veces y an no tengo respuesta. Cuando llamo a los nmeros que me han proporcionado en correos anteriores *************** y **************), siempre me piden que est al da, sin importar los problemas que he planteado. En ocasiones, he preguntado si saben de mi carta y nadie tiene informacin al respecto. La tarjeta no cuenta con saldo, a pesar de lo que afirma esta seora; fue muy vergonzoso intentar usarla en varios comercios y que no tuviera fondos.
Adems, han ignorado el hecho de que nos mantuvieron presionados e insistiendo en darnos alimentos poco saludables, lo cual pone en riesgo la salud de mi esposa. Para m, esto no es un juego. Westgate me mantiene dando vueltas sin ninguna salida, y por eso sigo buscando ayuda. Solo pido no ser parte de una empresa que me obliga a responder por una actividad ilcita que en primer lugar no quieren admitir. Esta situacin me genera mucha tensin y no puedo dormir bien, pensando que cada da que pasa sigo sin solucin.

Sincerely,

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

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