Business Profile

Timeshare Companies

Central Florida Investments, Inc.

Headquarters

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Complaints

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

Customer Complaints Summary

646 total complaints in the last 3 years.
220 complaints closed in the last 12 months.

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

Initial Complaint
Date:08/28/2024
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 purchased a timeshare from Westgate Palace on December 30, 2023, and have paid over $6,000 without ever using the property. Florida Statutes Chapter 721 mandates a 10-day cancellation period, which was violated when Westgate closed the contract on the same day. Despite my attempts to cancel, Westgate refused, citing an expired rescission period. Their dismissive response stated, **************** does not form the laws that regulate our business; they are created by the government, on both federal and state levels." The sales process also involved deceptive practices, including false claims about property appreciation, ease of resale, and cancellation rights. I am seeking the cancellation of the contract and a full refund of all payments made.
Business Response
Date: 09/11/2024
September 11, 2024

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

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

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

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

********************, regarding ******************** claim that she was advised that the purchase of a timeshare interest would have an appreciating value, 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 ******************, which may have influenced her decision to purchase. The consumers initials on the executed document show that ****************** acknowledged that she purchased this property for personal use, that there were no representations made regarding investment or resale potential, and that the Developer does not have a rental or resale program to assist her. Additionally, the Public Offering Statement (POS)discloses that, the purchase 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.

With respect to the consumers claim that Westgate violated her right to rescission, we ask her to understand that the terms for rescission were clearly disclosed in the executed Contract for Purchase and Sale (Contract) document, including clear instructions had ****************** decided to cancel within the rescission timeframe. Furthermore,while ****************** is correct that closing cannot happen prior to the rescission period ending, we ask her to understand that the statute defines closing as being evidenced by the recording of the Deed. The Deed in question has not been recorded and per the Contract, Westgate has up to ******************************************************************************* advance, in this case, on the day of sale.

At the conclusion of our research, Westgates position is that ******************** contract is valid and enforceable. While we are unable to provide the resolution ******************** seeks, we wish to assure her that Westgate is committed to assisting our owners in realizing the full potential of their vacationing asset. As such, for personalized assistance on all account matters, we encourage the consumer to contact our **************** Team at ************** / Option 4.
We thank you for the opportunity to be of service.

Respectfully,

****************, Executive Team
Correspondence
********************************************** (Attn: ******************************
Customer Answer
Date: 09/11/2024

Complaint: 22209235

I am rejecting this response because: While Westgate states the deed hasn't been recorded, the contract clearly lists the closing date as 12/30/2023, which conflicts with their argument. Additionally, the timeshare was presented to me as an appreciating asset, even though the acknowledgment form disputes this. I strongly believe these verbal tactics, combined with the timing violation, support my request for cancellation and a refund of my $6,000

Sincerely,

Nasbly *******
Business Response
Date: 09/16/2024
September 16, 2024

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

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

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

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

********************, please allow us to clarify for ****************** that regardless of what Westgate may call the signing on the day of sale, the states definition of closing is what the statute as well as Westgates contract is based on. We ask that the consumer refer to her executed Contract for Purchase and Sale (Contract), specifically clause 8, page 2, which concisely states that within the context of the purchase, Westgate utilizes the term closing in accordance with the meaning set forth in Florida Statutes, Chapter 721.05(5).

As determined by the State of Florida, the statute states, (5) Closing means: (a) For any plan selling timeshare estates, conveyance of the legal or beneficial title to a timeshare estate as evidenced by the delivery of a deed for conveyance of legal title, or other instrument for conveyance of beneficial title, to the purchaser or to the clerk of the court for recording or conveyance of the equitable title to a timeshare estate as evidenced by the irretrievable delivery of an agreement for deed to the clerk of the court for recording.

Ultimately, while ****************** is in fact entitled to her opinion, the statute is clear and Westgates position remains as previously set forth, with both this and with regard to her remaining claim that she was allegedly advised that the timeshare would be an appreciating asset, which by her own admission, this claim is contradicted by what she acknowledged on the day of sale by way of her signature.

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

Respectfully,

****************, Executive Team
Correspondence
********************************************** (Attn: ******************************
Customer Answer
Date: 09/17/2024

Complaint: 22209235

I am rejecting this response because: I appreciate the clarification on the legal definition of "closing" under Florida Statutes Chapter 721. However, the issue remains that regardless of Westgates interpretation, the statute clearly prohibits any action that compromises the buyers 10-day cancellation period. Executing documents on the same day as the sale, even if they arent recorded immediately, goes against the intent of the law.
Additionally, I have never used the resort, and I maintain that Westgates misleading sales tactics played a significant role in my decision. I respectfully request that my contract be voided based on these violations.
Best regards,

Sincerely,

Nasbly *******
Initial Complaint
Date:08/26/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Stayed at Westgate August 21st-August 26th. Was told on check-in, my card would be charged $414.98 for the stay, plus $100 pre-emptively for incidentals. I rented a microwave for two days at a verbal quote of $25/day. I was charged $60 separately and it was not applied to the $100. This is a non-smoking resort. Saturday night of my stay, I receive a text saying "we have detected smoke in your room, you are being charged a $500 fee." I discussed this with management, saying I am a non smoker, I have several food and environmental allergies and would never smoke or vape. The manager, ****, absolutely sneered and said "the charges will stand, you were in your room when the smoke was detected." I asked how foolproof these "alarms" are if I was in the room, not smoking and they went off. **** refused to answer my question and hung up on me. I discussed these over charges with ********* and another person at the front desk. Both times, they admitted that that smoking alarm thing had been redone and they have a LOT of concerns about that system. At this time, despite me checking out this morning, no charges have been reversed. I am requesting that the $526.90 charge, the $100 incidental charge and the $10 microwave (excess) charge be reversed. I spoke with police to file a report. I did not spend much money at the resort due to food allergies and prepping for an exam and a convention and luncheon. This is clearly a scam to make money off of people who don't spend much there. $636 in over charges due to false claims is serious. When I get connected with the dispute resolution person, I will happily send my credit card statement.
Business Response
Date: 09/10/2024
September 10, 2024

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

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

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

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

*******************, please be advised that the team at our Westgate ******************************** & Casino has attempted to follow up with ****************** regarding a resolution for her concerns without success. We encourage her to call them back at her earliest convenience so that they may provide further assistance regarding her concerns. She may contact the resort at **************.She will need to reference her reservation number and request to speak with **** for further assistance.

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/am
Customer Answer
Date: 09/10/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is generally acceptable. I fully reject the nasty claim they made that that they have tried to reach me with no success. On Sunday 9/8/24, I received a voicemail from a Westgate representative. I got it later on Sunday evening.
The voicemail stated that they were reaching me regarding my concerns. They stated that they were crediting my account for the disputed amount, as a "gesture of goodwill." They apologized for their conduct as well. The statement was made that "IF" I wanted to discuss it further, I could call back. This was generally a satisfactory offer, but I did not see the credit on my card. I waited one business day to see if the credit was applied to my card as it was not visible on Sunday. Today, Tuesday, it is finally visible in my account. I would have called to discuss further if the credit did not come or if I had concerns with the response. As I have gone through significant efforts to get these improper charges refunded, the claim that I was ignoring their attempts to resolve the complaint is without merit.
Westgate is advised that I may be forced to stay at their subpar resort again due to my association with the annual convention I attended. They are reminded that this should never have happened, and it is expected that it will never happen again.

Sincerely,

*************************
Initial Complaint
Date:08/26/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To whom it may concern, I am writing to formally request the cancellation of our timeshare agreement. This request is based on the circumstances surrounding our timeshare purchase and our inability to utilize it as intended. We were initially invited to attend a 90-minute timeshare presentation, but this turned into an 8-hour ordeal during which we felt increasingly pressured into buying the timeshare. The sales process involved persistent pressure tactics, with the sales team approaching us ***** times during our visit. The sales representatives were courteous and amiable, which made it all the more challenging for us to decline their offers.The challenges did not end with the purchase. When we were ready to book our vacation using the timeshare, we were informed that reservations needed to be made within 30 days. This severely limited our ability to schedule and enjoy the vacations we had initially envisioned when acquiring the timeshare. The restricted days, dates, and time frames provided for reservations left us with little flexibility and effectively rendered our timeshare impractical for our needs.Given these circumstances, we have come to the difficult realization that we are unable to afford the financial commitment associated with the timeshare. With limited usability and the financial strain it has placed on us, we are left with no option but to cancel our timeshare agreement.We demand a prompt cancellation of our cancellation request and be refunded all expenses incurred throughout the process.Sincerely,******/*************************
Business Response
Date: 09/06/2024
September 6, 2024

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

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

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

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

*******************, as also advised in Complaint ID # ********, please be advised that Westgate has addressed *** and ***************** 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 additional copies of our responses to *** and ***************, via the email address on file, for further review.

Ultimately,the contract, as written, remains valid and enforceable. Nonetheless, as we continue to deeply value *** and ***************** 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. We ask that ***and *************** contact our ***************************** at ************** for direct assistance with their 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 below.

Respectfully,

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

Ak/sp
Customer Answer
Date: 09/06/2024

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,

****** And *************************
Initial Complaint
Date:08/22/2024
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 formally complain about my ongoing and unresolved request to cancel my timeshare membership with Westgate Contract #***********. My initial request to terminate this membership was made on May 17, 2022, and despite my repeated attempts to address this matter, I have yet to receive a satisfactory ************* my letter, I requested the termination of my account due to the misrepresentations and deceptive practices that led to the purchase of this timeshare. The response from your team has been nothing short of disappointing. Instead of addressing the core issues raisedspecifically the misleading information provided during the sales processI have been met with vague rebuttals, quoting contractual clauses that do not address the essence of my concerns.Over the past several months, I have exhibited nothing but patience and persistence in trying to resolve this matter. However, it is disheartening to note that despite my continued efforts, my account remains active, with past dues accruing. This is unacceptable, given that I have made it clear that I neither wish to continue this membership nor believe it holds any value, especially in light of the deceptive manner in which it was sold to **** am once again requesting the immediate cancellation of my membership and a formal notice of cancellation be sent to me. I understand that we are beyond the rescission period, a fact that has been repeatedly mentioned by your team. However, this does not absolve Westgate of its responsibility to address the fraudulent circumstances under which this timeshare was sold. I am seeking a resolution, such as a Satisfaction of Property, that effectively cancels this agreement and relieves me of any further obligations.I trust that this complaint will be taken seriously and that immediate action will be taken to rectify this situation. I look forward to receiving a prompt and satisfactory response.******* ************** ******
Business Response
Date: 09/16/2024
September 16, 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 are disheartened to read of Mr. ****** dissatisfaction with Westgates previous responses. We know it can be frustrating for Mr. ***** to learn that his contract cannot be cancelled; however, we wish him to know that we do want to help him; it is important for him to realize that our offer of assistance is intended to provide him with additional resources and our department referrals will provide help to the best of their abilities.

While Westgate has previously addressed these same concerns presented by Mr. ****** please allow us to expound on our previous responses. Regarding Mr. ****** claim that he was only ever advised about the mortgage payment that would be paid through 2027, contrary to this allegation, a review of both the contract documents and the recorded signing on the day of sale clearly and concisely confirm that the associated maintenance dues and taxes (M&T) obligation was not only discussed in the written documentation, it was further discussed and disclosed verbally in the ********** such, this claim is wholly unwarranted.

As for Mr. ****** claim that it has been almost impossible to book at his home resort, please be advised that Mr. ***** has failed to acknowledge that he has had availability on more than one occasion and chose to cancel a confirmed reservation at the Westgate ******************************** & Casino. Additionally, on another occasion, Mr. ***** was in the process of booking availability at the Westgate ******************************** & Casino when the call was disconnected; however, Mr. ***** never attempted to call back to complete the booking. Shortly thereafter,COVID-19 occurred, and at this time, Mr. ***** began requesting financial assistance and later inquired about resale.

Ultimately, regardless of whether Mr. ***** chooses to accept it or not, Westgates position remains that the contract is valid and enforceable and will not be cancelled. While we are appreciative of his concerns, Westgate remains available to help. We encourage Mr. ***** to contact our Contract Mediation Team at ************** for further assistance regarding his account.

We thank you for the opportunity to be of service.

Respectfully,

****** *., Executive Team
Correspondence
************************************************************************ (Attn: ****** ****************
Customer Answer
Date: 09/20/2024

Complaint: 22175919

I am rejecting this response because: I find it unsatisfactory and not fully representative of my experience. I would like to directly address the points raised in Westgates reply, as it fails to acknowledge the full context and truth of the situation.

Westgate claims that the Maintenance Dues and Taxes (M&T) obligation was clearly and concisely disclosed in both written and verbal forms during the signing process. However, this is not true in my case. During the sales presentation and subsequent signing, the focusand the information stressed to mewas centered solely around the mortgage payments. No clear emphasis or adequate disclosure was made regarding the long-term financial burden of M&T fees, which has now become a significant financial strain. It is disheartening that Westgate would allege I was properly informed when, in fact, I was misled. This lack of transparency in explaining the full financial obligations constitutes deceptive sales practices. Recording a signing is not sufficient evidence if the context and clarity of the information were inadequate, which is the crux of my complaint.

Westgates assertion that I had availability on more than one occasion and canceled a reservation is not entirely accurate. While I may have made a booking, the reason for cancellation was directly tied to either dissatisfaction with the dates available or subpar experiences associated with Westgates booking process. My primary complaint remains: booking at my home resort has consistently been difficult, and the availability offered has been far from what was promised during the sales presentation. Westgate fails to recognize that I purchased this timeshare with the expectation of convenient and accessible vacations, not constant hurdles and frustrations when attempting to secure a reservation. The fact that a call was disconnected and I didnt call back does not negate the larger issue of ongoing difficulties in utilizing the timeshare as intended.

Westgate acknowledges that I sought financial assistance during COVID-19, a period of significant financial hardship for many people. However, their response has been wholly insufficient. Rather than working with me to find a manageable solution, Westgate has repeatedly pointed to the valid and enforceable nature of the contract without truly addressing the underlying financial strain caused by maintenance fees and the pandemics impact. Given the unprecedented circumstances of COVID-19, it would have been reasonable for Westgate to offer meaningful relief, such as deferred payments or a pause on fees, rather than rigidly upholding the contract at my expense.

I acknowledge that Westgates stance is that the contract is "valid and enforceable." However, what Westgate fails to recognize is the breach of trust created by the misleading sales practices and lack of transparency that led me to sign the contract in the first place. The timeshare was sold to me under false pretenses, with unrealistic promises about usage and accessibility, and without proper disclosure of the full scope of financial obligations. Continuing to enforce this contract under these conditions is both unfair and unethical.

In closing, I maintain that Westgate has failed to adequately address my concerns or provide a viable path forward. I have been left with a financial burden and a product that I cannot properly use. I request that Westgate reconsider its position and allow me to exit this contract without further financial harm. I would appreciate the BBBs continued support in helping to resolve this matter in a fair and just manner.

Sincerely,

******* *****
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 ******* ****** complaint.We thank you for the opportunity to respond.

Mr.********, first and foremost, we are saddened to read of Mr. ****** dissatisfaction with Westgates previous response. We wish to assure him that we deeply value his relationship with Westgate Resorts and are committed to providing our owners with the highest level of service. While Westgates position has not changed with regard to the concerns presented, we would like to expound on some.

Regarding Mr. ****** claim with booking issues, we ask the consumer to understand that his dissatisfaction with the dates booked has no bearing on the fact that Westgate satisfied its contractual obligation and provided dates that conformed to the ALL-Season usage rights contracted as part of the purchase. As such, the consumers choosing not to use them after the fact is of no consequence.

As for Mr. ****** concerns regarding the contract documents and recorded signing,contrary to his belief, there is no requirement that a verbal explanation of the contract terms be provided at the time of signing the contract. Full and fair disclosure does not have to be verbal.

Ultimately,Westgate position remains that Mr. ****** contract is valid. While we are aware of his concerns, Westgate remains available to help to the best of our abilities. We again encourage the consumer to contact our Contract Mediation Team at ************** for further assistance.

Respectfully,

****** *., Executive Team
Correspondence
************************************************************************ (Attn: ****** ****************
Customer Answer
Date: 10/03/2024

Complaint: 22175919

I am rejecting this response because: Unfortunately, their response does not resolve the key issues I raised, nor does it address my concerns in a satisfactory manner.
Booking Issues: Westgate claims that their contractual obligation was met because the dates offered conformed to my all-season usage rights. However, this response ignores the fundamental issue that the booking system is inherently misleading and difficult to navigate. While they may have technically provided dates, the overall accessibility of these dates and the restrictive booking process make it nearly impossible to take full advantage of the membership. Westgate should address the usability and transparency of their booking system, not simply state they fulfilled the contract without considering the consumers experience.
Contract Signing Process: Westgate's assertion that verbal explanation of the contract terms is unnecessary is deeply concerning. Consumers should not be expected to navigate complex legal contracts without proper verbal guidance, especially when many buyers may not have a legal background. Relying solely on the written terms of the contract, while providing no clear verbal explanation or ensuring the buyer's full understanding, raises serious concerns about transparency and good faith. Full and fair disclosure means more than just handing over paperworkit means ensuring the buyer understands the nature of their obligations and rights.
Mediation Team Contact: While Westgate has offered to connect me with their Contract Mediation Team, my previous experiences in trying to resolve these matters through their internal channels have been frustrating and unproductive. I am seeking a more meaningful resolution, not another cycle of phone calls that lead nowhere. The complaint was filed with the Better Business Bureau precisely because internal attempts at resolution have failed.
In conclusion, Westgate's response does not address the core problems I have encountered with their services and contractual practices. I respectfully request that the BBB continue reviewing this matter until a fair and reasonable resolution is reached.
Thank you for your attention to this matter.

Sincerely,

******* *****
Initial Complaint
Date:08/21/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 6/30/24 I paid $1534.00 to Westgate Resorts for Maintenance/Tax fee. I can provide the receipt. However, during the entire week that I stayed at the resort I was constantly harassed about non-payment. I went numerous times, spending hours at the front desk, missing out on vacation time with my family, to have the matter corrected and still the same result. I am current and up to date. While at the resort I was unable to use the app or discounts for being restricted for non-payment when I was current and paid. It was a horrible experience for me, my family and guests. When I returned home to ************************** **** continued to call and harass me for a debt that was already paid. (I can provide proof). I told them they were violating the Fair Debt Collection Act and were harassing me, I demanded they do not call to stop the harassment, and future contact may be done in writing. Forty-five days later, I received a written request for me to pay the Maintenance Fee again after it was paid on 6/30/24. I called and the representative confirmed that payment was received and stated that since I had a do not call on my account, they had to notify me in writing. Again, I stated that I am current and to stop the harassment. My mortgage and payments are all to date, so I am unsure why I am continued to be harassed. They are harassing me for a debt already paid and I deserve to be compensated for their harassment. I deserve to be compensated for the constant violation of the Fair Debt Collection Act. Enough is enough!At this point, since they were notified on numerous occasions and should have all the recorded calls about their harassment, I would like my timeshare to be paid off completely for intentionally causing me undue stress, embarrassment and harassment. I would also consider another remedy if presented but their actions need to be dealt with so that no other consumer experiences this harassment and treatment.
Business Response
Date: 09/05/2024
September 5, 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 although Westgate will not be paying off the remaining balance on Ms. ****** property, we do want to put her in contact with our Correspondence Escalation Manager to work toward an amicable resolution for the concerns Ms. ***** has presented. Please advise the consumer that the Escalation Manager will be reaching out to her directly within the next week.

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/sp
Customer Answer
Date: 09/11/2024

Complaint: 22175204

I am rejecting this response because:
To date no one from Westgate has called me
or reached out to me regarding settlement. They clearly violated the Fair Debt Collection Act by trying to collect on a debt that was already paid in July and continue to pursue payment even after tell them orally and in writing.

Sincerely,

******** *****
Business Response
Date: 09/19/2024
September 19, 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 is now in direct communication with Ms. **************** thank you for the opportunity to be of service.

Respectfully,

****** *., Executive Team
Correspondence
************************************************************************ (Attn: ****** ****************
Customer Answer
Date: 03/26/2025

Complaint: 22175204

I am rejecting this response because: They did not offer a suitable response to the damages, lies, harassment, misleading promises and treatment that we had to endure. As a result of the experience that we had with all of their treatment, our family relationship has deteriorated. They should refund *************************************************************************************************************************************************************************** full. In addition, the week that we were there we were not able to use "owner benefits" because their system had us marked an not paid for the seven days we were at the resort. Westgate attempted to offer a free week vacation to us to compensate for what they did, and with discussions would end up as additional out-of-pocket expenses for our family and caused additional disharmony within our family. We feel that we were misled and taken advantage of. Westgate acknowledged that we had paid but continued to pursue payment on the phone and in writing. We would like a full refund of our purchase as originally requested for Westgate violating the FDCA.

Sincerely,

******** *****
Customer Answer
Date: 03/26/2025
Added additional information
Business Response
Date: 04/01/2025
April 1, 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.********, as noted in our previous responses, Ms. ***** was referred to our Escalation Manager ***** *. They were subsequently in communication in September ****************** ****** concerns that resulted in an offer of a complimentary stay a Westgate resort as a gesture of goodwill due to any inconveniences.

Our records indicate that Ms. ***** accepted the offer; however, she was unsure if she wanted to redeem the usage through Westgate Resorts or ********************** (II), because she had travel plans to ******* ******** asked for additional time to research resorts offered by II and agreed to contact our Escalation Manager once she made her decision. To date,our Escalation Manager has not heard from Ms. ****** Notwithstanding, the offer of compensation is still available; as such, we ask Ms. ***** to contact ***** *. at her earlier convenience. Please be advised we will be reaching out to ******** with the necessary contact information directly in a separate email to the email address on file.

In the meantime, we encourage Ms. ***** to contact our **************** Team for assistance in bringing her mortgage current and avoid any further negative reporting. They may be contacted directly at ***************

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/am
Customer Answer
Date: 04/02/2025

Complaint: 22175204

I am rejecting this response because:
There offer is not suitable for the damages we incurred. By offering to compensate for the neglect, harassment, violation of the ***** misleading promises with a "complimentary stay a Westgate resort as a gesture of goodwill due to any inconveniences..." is not acceptable due to the fact that again it is not "complimentary" and there are fees and costs involved to stay at these so called good will offers. I would like my timeshare to be paid off completely for intentionally causing me undue stress, embarrassment and harassment and for violating the Fair Debt Collection Act. I purchased this time share approximately 10/10/2023 for the price of $25,000.00.
In addition, on numerous occasions and as recent as 2/24/25 at 1:20 pm I called Westgate **************** ************** and was disconnected a few times. I called back and on my 5th attempt at 1:30 pm ***** picked up. I asked her what the qualifications are for a hardship and after she verified my account would not answer me. I asked again, what are the qualifications for a hardship?and asked if I needed to send out medical documentation and she said let me check with a manager to get the best information and there is no way for you to get rid of or exit your timeshare and placed me on a hold. Approximately 1:38 pm pre ***** she said You do not qualify for a hardship because there is a cease and desist on your account.

I explained that was on there because I was harassed for collection of maintenance and tax fees that were already paid. She suggested that I remove it in writing but that even with that I was still not eligible for any hardship and would not provide me with the criteria or categories to be eligible for a hardship. I asked if I could speak to the manager and was put on hold for a significant long time. ***** returned to the line and said that no one was available to speak with me. She said I could file a complaint at ************** and would have to email this complaint to: ************************************************************************. She also stated that before I would receive any assistance from anyone at Westgate that I would have to remove the Cease and Desist in writing and there was no guaranty I would qualify for hardship or a payment plan.
In addition, on numerous occasions and as recent as 2/24/25 at 1:20 pm I called Westgate **************** ************** and was disconnected a few times. I called back and on my 5th attempt at 1:30 pm ***** picked up. I asked her what the qualifications are for a hardship and after she verified my account would not answer me. I asked again, what are the qualifications for a hardship? and asked if I needed to send out medical documentation and she said let me check with a manager to get the best information and there is no way for you to get rid of or exit your timeshare and placed me on a hold. Approximately 1:38 pm pre Julia she said You do not qualify for a hardship because there is a cease and desist on your account.
I explained that was on there because I was harassed for collection of maintenance and tax fees that were already paid. She suggested that I remove it in writing but that even with that I was still not eligible for any hardship and would not provide me with the criteria or categories to be eligible for a hardship. I asked if I could speak to the manager and was put on hold for a significant long time. ***** returned to the line and said that no one was available to speak with me. She said I could file a complaint at ************** and would have to email this complaint to: ************************************************************************. She also stated that before I would receive any assistance from anyone at Westgate that I would have to remove the Cease and Desist in writing and there was no guaranty I would qualify for hardship or a payment plan.
Again, I would like my timeshare to be paid off completely for intentionally causing me undue stress, embarrassment and harassment and for violating the Fair Debt Collection Act. I purchased this time share approximately 10/10/2023 for the price of $25,000.00.

Sincerely,

******** *****
Business Response
Date: 04/11/2025
April 11, 2025

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

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

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

Mr.********, first and foremost, we are unfamiliar with the **** legislation that Ms. ***** references in her correspondence. We wish to advise her that if she means the Federal Debt Collection Practices Act (FDCPA), it does not apply to Westgate as we are not a third-party collections agency.

Moreover,ultimately, Westgates system did not update the payment in question in a timely manner; as a customer service courtesy Ms. ***** was offered a complimentary Westgate stay for any inconvenience this may have caused. Her attempting to use this stay in any other manner than it was offered may incur additional fees that Westgate is not responsible for. Absent Ms. ***** providing supporting documentation that fits the legal realm of collections harassment for further review, our position remains unchanged. While she is well within her rights to escalate her concerns as she sees fit, the account will not be paid off as compensation for her claims.

As for her hardship concerns, please be advised that Westgate will be reaching out to her directly via the email address on file.

We thank you for the opportunity to be of service.

Respectfully,

****** *., Executive Team
Correspondence
*********************************************************************************************************************************** (Attn: ****** ****************
Initial Complaint
Date:08/16/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
November 1, 2023 To Whom it May Concern:Subject: Westgate timeshare We are currently a Timeshare owner with Westgate and have been since December *******.Our goal in purchasing this property (timeshare) was safety for our family to have a pleasurable and inexpensive vacation. Unfortunately we were lied too about the timeshare works and it is not a money making business for yourselves. We were told that we can rent out our place and make some extra money which was all a lie. The meeting was supposed to be 90 minutes,which turned out to be all day. We were promised to go back and we can stay at the place we ********* when I booked a date to go back we thought that we were going to stay at our place when we were put in a one bedroom studio. We asked them to snitch us to the place that we bought and were told that they were sold and booked. Then that same day we were forced to buy another timeshare because they said that we had only our own part of the first one and to have the whole place we needed to purchase the second part to make it whole.We didnt understand what they were saying us because first its so loud in there and they yelling for us to make up our mind quick because someone wanted to buy that part and we only had a few minutes to make up our mind and that it was worth about over a $1000,000. Also they promised that we can go on cruisers for only $99 and that we can go wherever we want to ***** that is why we bought the second part because we were scared to lose the whole thing and that we would not have a place to go back too. The day we bought it was on May *******.
Business Response
Date: 09/12/2024
September 12, 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.

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

Ultimately,the contract, as written, remains valid and enforceable. Nonetheless, as we continue to deeply value Mrs. ********** relationship with Westgate Resorts and remain committed to providing her with the highest level of service, we encourage her 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 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 below.

Respectfully,

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

Ak/am
Customer Answer
Date: 09/13/2024
To: Westgate Resorts Customer Relations
Subject: Response to Westgate Resorts Correspondence Regarding My Complaint
Dear Adian K,
I am writing in response to your recent communication regarding my ongoing concerns with my contract at Westgate Resorts. While I appreciate your acknowledgment of my situation, I am deeply disappointed by your continued unwillingness to address the core issues that I have presented multiple times.
From the outset, my experience with Westgate Resorts has been characterized by misleading sales tactics and a lack of transparency. During the sales presentation, I was assured that purchasing a timeshare would provide my family with flexibility, affordability, and the opportunity to make lasting memories. Instead, I have encountered countless obstacles, including limited availability, hidden fees, and onerous financial obligations that were never fully disclosed. The information provided to me during the sales process was incomplete and, in many cases, misrepresented the true nature of the commitment I was making. This has resulted in financial strain, frustration, and an inability to utilize the timeshare in the manner that was promised. It is disheartening to see that Westgate Resorts continues to ignore these critical issues, despite my numerous attempts to resolve them.
Your response suggests that my concerns have been adequately addressed, yet the reality is that Westgates replies have consistently failed to offer any meaningful resolution. Simply reiterating the validity of the contract without acknowledging the misrepresentations and pressures I experienced is not a solution. It is an evasion of responsibility and fails to address the substantive issues at hand. Your recommendation to contact the **************************** which does not offer cancellation services, is not a genuine offer of assistance. This departments inability to provide a path toward contract cancellation only serves to prolong my distress and reinforces the perception that Westgate Resorts is more interested in enforcing its contracts than in addressing the legitimate grievances of its customers.
I am not seeking preferential treatment; I am seeking fair treatment. I entered into this agreement based on assurances that were not upheld, and I have made every effort to communicate my dissatisfaction and seek a reasonable resolution. The financial and emotional toll this has taken on me and my family is significant, and Westgates refusal to offer a viable exit from this contract is deeply disheartening. I once again urge Westgate Resorts to reconsider its position and grant the cancellation of my contract. This is not a matter of buyers remorse; it is a matter of correcting a wrong that was done through misleading sales practices and a failure to fully disclose the true nature of the timeshare commitment. I am willing to provide any additional documentation or information necessary to support my request and hope that Westgate Resorts will choose to act with integrity and compassion.
I respectfully ask that Westgate Resorts take my concerns seriously and work with me to reach a fair and equitable resolution. This experience has greatly impacted my trust in your company, but I remain hopeful that we can find a way forward that respects my rights as a consumer and acknowledges the difficulties I have faced.
Thank you for your time and consideration. I look forward to a prompt and favorable response.
Sincerely,
Mrs. *********

Customer Answer
Date: 09/13/2024

Complaint: 22154944

I am rejecting this response because:

Sincerely,

***** *********
Initial Complaint
Date:08/16/2024
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.
Weve had a timeshare with Westgate Resorts for a few years, and its been the worst thing thats ever happened to us. I hope that in filing this complaint, we not only can get justice for ourselves but can also prevent others from falling victim to this company. When we upgraded our timeshare last year, we were heavily pressured by a sales ***resentative with promises of a special deal and rental income of $3,000 per week, which we later found to be completely false. The sales *** said the front desk would rent it out for us but Westgate says they dont do that at all. This was one of the biggest selling points that convinced us to do the upgrade, and we feel completely taken. Despite purchasing an all week timeshare, we discovered that the specific week we wanted would have incurred an additional $950 fee. This was never disclosed to us, and we have never actually used the timeshare due to these unexpected costs.We were also assured that upgrading would save us money, yet our maintenance fees skyrocketed from $1,475 to $2,430, completely contradicting the promised savings. We've spent months trying to resolve these issues and cancel the timeshare, but Westgate has been uncooperative and evasive. We have tried to reach higher management, including ***************************, but were intercepted by someone else who only sent us a copy of the contract and essentially said it didnt matter what we were told or not told. Westgate says they wont do anything about it and ***eated that theres no way to cancel the timeshare. We found a release program that Westgate advertises on their website - even though they said they dont do that - but they declined to let us do that either. We respectfully seek your assistance in resolving these issues and holding Westgate Resorts accountable for their actions. We want to separate ourselves from this company and end all ties to their timeshare scam business.
Business Response
Date: 09/03/2024
September 3, 2024

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

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

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

Westgate Resorts is in receipt of your correspondence regarding Mr. ***** 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 his incentive or to purchase a timeshare. As the consumer, he held the right to inform the sales staff or closing officer of any discomfort to ensure proper action is taken, or refrain from purchasing if his concerns are not addressed to his satisfaction. Additionally, please allow us to clarify that ************ did in fact upgrade into a purchase that reduced his periodic maintenance and tax (M&T) payments. The M&T was clearly disclosed in both the contract documents as well as the recorded closing. By his own admission, ************ would have paid approximately $2,950.00 annually for the same amount of usage that he is getting while paying $2,430.00.

Please know that as an owner of deeded timeshare real estate, ************ holds the option to use, rent, sell, or will the property; however, this would be at his 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 **************.

To offer clarification on Mr. ***** booking concerns, please allow us to briefly explain his ownership and some benefits he has as an owner. On January 16, 2023,************ upgraded his timeshare purchase to an All-Season week in a 3-Bedroom Standard Lock-Off Unit for use during odd-numbered years with first occupancy in 2023 at the Westgate Lakes Resort & Spa. The lock-off unit allows him to either use the entire three-bedroom unit in one vacation period, or to split the unit into multiple vacation periods by locking off a portion. Keep in mind that he has the right to occupy his unit at his home resort during his 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 Mr. ***** 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.

While we apologize for any dissatisfaction ************ may have towards our previous responses and Westgate does have not a definite exit program, we do offer assistance options, which include the Legacy Program.Through this program, owners may be able to deed their ownership back to the Developer. However, there are specific qualifications and criteria that must be met in order to participate in this program, including that an account must be paid in full and in good standing. As of the date of this letter, Mr.***** account still carries a valid and enforceable mortgage Note, and an open balance due for M&T. Therefore, he does not qualify for participation at this time.

Ultimately,Westgates position stands that full and fair disclosure of all purchase terms was provided to ************ at the time of sale, including the financial obligations associated with the purchase. As the consumer, it remained as his responsibility to review all terms in detail. As such, the contract, as written, remains valid, enforceable, and not subject to cancellation.

As we continue to deeply value Mr. ***** relationship with Westgate Resorts and remain committed to providing him with the highest level of service, we encourage him to reach out to our department referrals as they aim to provide owners with direct assistance with their accounts. For further assistance with his Westgate account, we ask that ************ please contact our **************************** by phone, 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. 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:08/16/2024
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.
My wife and I have been long-time timeshare owners with Westgate Resorts, but the experience has been nothing short of disappointing and financially draining. Despite several upgrades and numerous assurances from Westgate representatives, we have yet to see any benefits or returns from our investment.1. Broken Promises: We were initially assured that renting out our timeshare through Westgates travel partners would generate significant income. This has proven false, and we have never received the promised support or income.2. Financial Burden: The introduction to Uplift Financing added an unexpected $2,000 burden to our already strained finances. We were misled into believing this was a necessary step, further exacerbating our financial difficulties.3. Lack of Support: Despite attending annual update meetings, we were informed that we had been overlooked and inadequately supported. This admission from Westgate representatives highlights a pattern of neglect and misinformation.4. Unresponsive Representatives: Our attempts to resolve these issues have been met with silence. Despite being told we would receive a response within 30 days (email received May 8, 2024), it has now been well over 30 days with no communication or resolution from Westgate.We seek the immediate termination of our timeshare contract (Account #************ and a refund of any money we are entitled to. The stress and financial strain caused by Westgates mishandling of our account have been overwhelming, and we demand a prompt and satisfactory resolution.
Business Response
Date: 09/03/2024
September 3, 2024

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

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

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

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

First and foremost, we are truly sorry 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 keep in mind that the final decision to apply for and proceed with acceptance of the uplift line of credit was solely **************. While we regret to read of her feelings of being overlooked, we ask her to recognize that this claim is purely verbal and remains unsubstantiated.

Moreover, please know that owners can earn commissions based on qualified timeshare purchases, tours and reservations booked through their *************** Program (TPP) accounts; however, success is determined by each owners persistence to participate. If *********** has further questions or concerns about the TPP,she may contact our ************** directly at ************** for assistance. Please know that participation in this program is strictly voluntary and does not affect her Westgate ownership. Nonetheless, the option to use, rent, sell, or will the property would be at ************** 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 **************.

Furthermore,please understand that, while Westgate did respond to ************** previous correspondence in July, we never advised her that a response would be received within thirty (30) days within our acknowledgment email from May 8, 2024. As such, please know that we will be issuing a copy of our acknowledgment email as well as our previous response to ************ via the email address we have on file for her.

Ultimately,the contract, as written, remains valid and enforceable. As we continue to deeply value ************** relationship with Westgate Resorts and remain committed to providing her with the highest level of service, we encourage her to reach out to our department referrals as they aim to provide owners with direct assistance with their accounts. For further assistance with her Westgate account, we ask that ************ please contact our **************** Department,by phone, 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. 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: 09/03/2024

Complaint: 22152408

I am rejecting this response because:

September 3, 2024
**************************;
Consumer Affairs Representative
BBB serving Central Florida
***************************************;
***********************;
Dear ********************,
Thank you for sharing Westgate Resorts' latest response. While we appreciate their acknowledgment of our concerns, it is disheartening to see that the core issues we raised remain largely unaddressed.
Westgates response references the Acknowledgment of Representations (***) document to assert that we understood the terms of our purchase, including the lack of investment or resale potential. However, this does not align with the assurances we received during the sales process. Despite what the *** document may state, the sales representatives repeatedly emphasized the potential to earn significant income by renting out our timeshare through Westgates *************** Program. This was a key factor in our decision to proceed with the purchase. Now, we are being told that such possibilities were never promised and that success in the program is entirely dependent on our participation. We feel this is misleading, and it does not address the fact that we were led to believe otherwise.
Westgates response on July 10, 2024, also mentions that we were never under any obligation to accept Uplift Financing and that the decision was ours to make. However, this explanation does not take into account the pressure we felt to accept the financing. We were under the impression that it was necessary to move forward and that it was in our best interest, despite the added $2,000 burden it placed on our finances. The suggestion that we were fully informed and freely chose this option is not accurate; we were misled into believing it was required.
While Westgate encourages us to contact their ************************* for assistance, it is clear that this department does not offer contract cancellation services, nor have they provided any meaningful support regarding our concerns. Instead, we have been directed to multiple departments, all of which fail to address our primary issue: the immediate termination of our timeshare contract and relief from the financial burden it has caused.
We genuinely hoped for a resolution that would relieve us from this situation. Unfortunately, Westgate's continued deflection and refusal to acknowledge the misrepresentations that led to our purchase leave us with no option but to reiterate our request. We kindly ask for the immediate termination of our timeshare contract and any appropriate refunds. We are not looking for alternatives to keep this contract, but rather, we wish to be free from an agreement that has caused us nothing but stress and financial hardship.
We hope Westgate will seriously consider our request and work with us to reach a fair and compassionate resolution. We look forward to hearing from you soon and finding a way forward that respects both parties.
With appreciation,
************************;

Business Response
Date: 09/10/2024
September 10, 2024

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

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

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

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

Please allow us to clarify that ************ continues to present unsubstantiated verbal allegations that are refuted by the contract documents that were executed on the day of sale. As the consumer, the entirety of the purchasing decision,including her application for and acceptance of alternate financing, was always **************.

Furthermore,Westgate has previously communicated its position regarding these matters to the consumer. As such, the assumption that a referral to another Westgate department was offered to provide assistance with release or cancellation of her account was wholly incorrect on ************** part. Any referral presented in these responses are provided for assistance with bringing the account current with the hopes the owners would then be able to utilize their ownership as contracted. To this end, for further assistance with ************** Westgate account,we ask that she please contact our **************************** by phone, at **************. Please keep in mind that these department referrals do not offer cancellation services nor will provide a response inconsistent with those previously given.

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: 09/11/2024

Complaint: 22152408

I am rejecting this response because:

September 11, 2024
**************************;
Consumer Affairs Representative
BBB Serving Central Florida
***************************************;
***********************;
Dear ********************,
Thank you for allowing us the opportunity to respond to Westgate Resorts' latest communication. While we appreciate their effort to clarify their position, their response does not address the fundamental issues we've raised. Westgate continues to state that our concerns are based on "unsubstantiated verbal allegations." However, we stand firm in our position that we were misled during the sales process by their representatives.
Westgate's reference to the contract documents does not accurately reflect what we were told during our interactions with their sales team. We were repeatedly assured that purchasing the timeshare would provide us with an opportunity to earn substantial income through their *************** Program. These verbal assurances were a major factor in our decision to proceed with the purchase. However, Westgate now claims that no such guarantees were made, and they are dismissing our concerns by pointing to the documents we signed. This is misleading and does not address the fact that we were led to believe otherwise at the time of sale.
Additionally, while Westgate asserts that the decision to accept alternate financing was entirely ours, they fail to acknowledge the pressure and urgency that were imposed upon us to finalize the purchase under those terms. We were made to feel that accepting the financing was necessary to proceed with the sale and that it was in our best interest, despite the significant added financial burden. The portrayal that we were fully informed and freely chose this option is simply not accurate.
Westgates suggestion that we contact their *************************** for further assistance is unhelpful, as this department does not offer contract cancellation services or any real solution to our concerns. We have already been referred to multiple departments, none of which have provided a path forward that would relieve us from the financial strain and stress this contract has caused. We have made it clear that we are not interested in keeping this contract under any circumstances.
We respectfully reiterate our request for the immediate termination of our timeshare contract and a refund of any payments made. We are not seeking to keep the contract or explore alternative options; we simply want to be free from an agreement that has caused us significant hardship.
We hope Westgate will take this matter seriously and consider the human impact of their decision. We trust that a fair and reasonable resolution can still be reached.
Warm regards,
************************;
Initial Complaint
Date:08/16/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This letter is a formal complaint against Westgate Resorts regarding the ongoing failure to process multiple cancellation requests for account number ***********. For years, we have attempted to cancel this account and have sent numerous cancellation requests via mail and email. Despite these efforts, we have received no response from Westgate Resorts. This lack of communication and action has significantly impacted our lives and finances, causing undue stress and financial hardship. We are seeking immediate and decisive action from Westgate Resorts to resolve this matter. The only acceptable resolution is the complete cancellation of this account. We demand a clear and concise response outlining the steps necessary to finalize this cancellation, including any required documentation. We expect a prompt and cooperative response from Westgate Resorts in addressing this urgent matter. We trust that the BBB will assist in facilitating a mutually agreeable resolution that ensures the cancellation of our account and brings this situation to a swift and satisfactory conclusion.
Business Response
Date: 10/04/2024
October 4, 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 wish to sincerely apologize for any perceived lack of quality customer service or inconvenience Mr. ****** may have experienced while attempting to communicate with our team. Notwithstanding,please be advised that our records do indicate that Westgate has not received any previous correspondence from the consumer with respect to his concerns.

Please be advised that Westgates position is that Mr. ******* contract is valid.Notwithstanding, we truly regret to read of the struggles Mr. ****** states he is currently facing; we are aware that when life brings unforeseen financial challenges, it can lead to uncertain times. We wish to assure him that Westgate is available to help, as we are committed to providing assistance the best of our abilities.

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/am
Customer Answer
Date: 10/08/2024

Complaint: 22152136

I am rejecting this response because:
I want them to provide release options as this is the best resolution they can provide.

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.********, regarding Mr. ******* request for release options, please be advised that there are no release options available for his account. As such, his request is respectfully denied.

While we are unable to provide the resolution he seeks, Westgate remains available to help. We encourage Mr. ****** to contact our Contract Mediation Team at ************** for further assistance regarding his ownership.

We thank you for the opportunity to be of service.

Respectfully,

****** *., Executive Team
Correspondence
************************************************************************ (Attn: ****** ****************
Initial Complaint
Date:08/14/2024
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 cancellation of our Westgate timeshare contract due to several misleading promises made during the sales process. When we first engaged with ***********, she assured us that our timeshare would offer unlimited weeks and provide the opportunity to rent out our unit to cover monthly payments. Despite her reluctance to recommend platforms like ****** or Expedia, she assured us we could still make money through rentals, leading us to believe we could recover our costs.Additionally, we were promised the ability to stay at any Westgate resort or affiliated hotel chain for rates ranging from $49 to $399 per week. This offer was highly appealing, as we envisioned traveling cost-effectively, with only airfare being a significant expense. We were also led to believe that the timeshare could be passed down to our children, making it seem like a worthwhile, long-term investment.However, during the signing process, closing agent ****** confirmed that we were only entitled to two weeks per year at Westgate resorts, which starkly contrasts with ************ initial claims. Moreover, we discovered that the actual cost to stay at other Westgate properties far exceeds the promised $49-$399 per week, rendering the program financially impractical. It also appears that Sorayas suggestion to wait for system updates was intended to delay our discovery of the cancellation window within 10 days of signing.The combination of misleading information and unprofessional conduct has severely damaged our trust in Westgate. We believe we were deceived into purchasing this timeshare and request an immediate cancellation of our contract, along with a full refund of any payments made.Thank you for your prompt attention to this matter.Sincerely,******* *****
Business Response
Date: 10/04/2024
October 4, 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.

First and foremost, please allow us to express our appreciation for Ms. ****** Westgate ownership. We hope that she will once again see the value in her vacationing asset, and again believe in the time-proven philosophy of the benefits of regular vacations.

Please allow us to clarify that a review of the recorded closing shows that Ms. ***** is confusing her contracted occupancy rights with her Owner Benefits offered through Westgate Cruise & Travel Collections (WGCTC) and ********************** (II) with active memberships. Please know that we will be sending her executed Proposal Review, as well as the following documents referenced in this response, via the email address on file, for her review as this document confirms each program's Getaway benefits. Please note that these getaways are unlimited, not Ms. ****** contracted occupancy. Should she have any questions about their services or specials following this response,Ms. ***** would need to contact them directly. She may contact II at ************** or WGCTC at **************.

Moreover, please know 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 the Acknowledgment of Representations document states that the Developer 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 **************.

To continue, we certainly understand Ms. ****** concerns about the inheritance of her timeshare in the unfortunate event of her passing. We recommend that she contact a professional legal advisor concerning the inheritance process, as each owners situation is unique.

Furthermore, in closing, ******** was provided a state-mandated rescission period for contract cancellation. This information can be found just above her signatures on the Contract for Purchase and Sale document. ******** 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 Westgates position that the rescission period for contract cancellation has passed; as a result, Ms. ****** request to be released from her contract has respectfully been denied.

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 financial obligations associated with the purchase. This is evident 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 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.

We understand that it can be frustrating to learn Ms. ****** contract cannot be cancelled; however, please know that we do want to help her. It is important to realize that our offer of assistance is something that provides her 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 *************************** 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 below.

Respectfully,

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

Ak/sp
Customer Answer
Date: 10/17/2024

Complaint: 22140186

I am rejecting this response because:
Consumer
Most Recent Message
Date Sent: 10/17/2024 2:32:40 PM
Hello,
Today marks the 10th day from the receipt of the notice from the timeshare so I am not sure why my case has been closed. The end of today would be 10 calendar days. The response from the timeshare is not acceptable. They were involved in false adverstising and given the time and the pressure to make a decision right then and there didn't allow for a strict reading of the statements written in very fine print at the time of signing. I reached out the Soraya on the 9th day prior to the 10th day when I could have cancelled the timeshare and I was mislead to the fact that my documents and access to additional days as was stated by the "real estate" agent would be available and to give it just a few more days. I am not pleased with their response and I would be appreciative if the case was not closed at this time.
Thank you,
*******

Sincerely,

******* *****
Business Response
Date: 10/24/2024
October 24, 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, Ms. ***** was never obligated to remain past the agreed-upon time to receive any incentive or to purchase a timeshare. As the consumer, she held the right to inform the sales staff or closing officer of any discomfort to ensure proper action is taken, or refrain from purchasing if her concerns are not addressed to her satisfaction. Further,please keep in mind that the documents and the closing process are measures put in place to protect both Westgate and the consumers.

Additionally, the State 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 Ms. ***** did not like, understand, or agree with, she was able to clarify with our representatives, and if she chose to, cancel the contract with no penalty, if she was within the rescission period. We ask her to understand that as consumers, 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,Westgates position stands that full and fair disclosure of all purchase terms was provided to Ms. ***** at the time of sale, to include her rights regarding the rescission period. 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 her 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 ********* allegations, the contract, as written, remains valid, enforceable, and not subject to cancellation.

For further assistance with her Westgate account, we ask that Ms. ***** 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

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