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

646 total complaints in the last 3 years.
219 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:08/14/2024
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.
To whom it may concern,I am writing to request the cancellation of my recent timeshare contract and a full refund of the $800 down payment I made.My experience during the presentation was not as described. I was initially told the tour would last about an hour and that a gift card would be provided upon completion. However, the actual visit involved a lengthy and aggressive sales pitch. The representatives offered us a meal, then showed us a video and a brochure, but the presentation quickly became a high-pressure sales session.Despite my repeated statements that I was not interested in purchasing anything, the representatives continued to push various offers. They eventually presented a package costing over $34,000, which I clearly indicated was beyond my budget. After a lengthy negotiation and several attempts to lower the price, I was pressured into making a down payment of $800, despite my reservations.Additionally, I was misled about the terms and fees associated with the timeshare, including HOA fees, which were not accurately disclosed.Given the misleading nature of the presentation and the high-pressure sales tactics, I am requesting that my contract be canceled and that the $800 down payment be refunded.Thank you for your attention to this matter.Sincerely,*************************
Business Response
Date: 08/30/2024
August 30, 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. **************** received copies of all documents mentioned below on the date of purchase.

First and foremost, we sincerely apologize for any inconvenience **************** may have experienced due to the length of the presentation he attended and if he felt pressured or uncomfortable in any way.We ask him to remember that he was only required to attend the presentation for the agreed-upon amount of time and had no obligation to remain past that time or to purchase. Ultimately, it would have been at Mr. ******* discretion to inform the sales staff or closing officer of any discomfort to ensure proper action was taken and refrain from purchasing if his concerns were not addressed to his concerns.

With respect to Mr. ******* concern with the associated maintenance dues and taxes (M&T), we ask him to understand that the dues represent the only source of revenue available to pay the cost of maintaining his home resort. Upon review of the Acknowledgment of Representations (AOR) document, his signature and initials confirmed that he was advised that the maintenance fees were estimated. This information is also disclosed in the Contract for Purchase and Sale (Contract)document, and the Closing Disclosure document disclosed that the estimated taxes, insurance, and assessments can increase over time. The OwnersAssociation is responsible for calculating the resorts annual budget and dividing it equitably among all the owners so that each one pays their fair share of the costs needed to preserve the integrity of the resorts services while keeping the costs as low as possible. We ask **************** to understand that if the cost of goods and services required to maintain his home resort increases, this increase to the budget is divided amongst all the resort owners so that each pays their fair share of the increase.

Ultimately, Westgates position is that full and fair disclosure of all purchase terms, including the associated financial information, was provided on the day of sale. As such, Mr. ******* contract remains valid and enforceable. While we are appreciative of his concerns,Westgate is available to help. We encourage **************** to contact our **************** Team at ************** for further assistance. While they do not provide contract cancellation services, they are committed to helping him. They will explore options that may be available to **************** to assist him with bringing his account current.

We thank you for the opportunity to be of service.

Respectfully,

****************, Executive Team
Correspondence
********************************************** (Attn: ******************************
Initial Complaint
Date:08/13/2024
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.
We are owners with west gates timeshare. They are repeatedly asking for money outside of the regular dues. They are making up weeks in which owners have to pay additional money on top of thousands of dollars already collected. They are using high demand times and saying they are a holiday when there is no holiday in sight for the owners to have to pay for their legal weeks.
Business Response
Date: 09/13/2024
September 13, 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.

While Ms. ********* claims are quite vague, we can confirm that Westgate owners,including herself, hold the right to occupy their unit at their deeded home resort during their 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. However, any reservations outside of an owners contracted usage rights are considered owner benefits, which would include exchanges to time outside of the deeded usage or alternate resort locations.These exchanges are based on availability, are subject to the Westgate Resorts Internal Exchange independent terms and conditions, and are subject to additional fees.

As we continue to deeply value Ms. ********* 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 Ms. ******** please contact our **************************** by phone, at **************. Please keep in mind that these department referrals will not 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 posted below.

Respectfully,

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

Ak/bp
Initial Complaint
Date:08/12/2024
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 have been facing significant challenges with Westgate Resorts regarding my timeshare contract. Since purchasing the timeshare, I have experienced ongoing issues that have not been resolved despite multiple attempts to communicate my concerns. I was pressured during the sales presentation, which left me feeling uncomfortable and unable to fully express my hesitations. The high-pressure tactics used by WG's representatives led me to sign the contract under duress, without adequate time to consider the decision thoroughly.After the purchase, I found myself in a difficult financial situation, especially after my divorce, as I became solely responsible for the timeshare. This financial burden has been overwhelming, & I have repeatedly requested a cancellation of the contract, but WG has refused to accommodate my request.In response to my concerns, WG has consistently dismissed my claims, asserting that I was not obligated to stay beyond the agreed-upon time during the sales presentation and that it was my responsibility to ensure my satisfaction before signing. However, I believe that the environment created by WG during the sales process did not allow for a fair and informed decision, and I felt misled by the promises made, particularly regarding the potential to rent out the property & cover the expenses.WG has also argued that I had the opportunity to cancel within the state-mandated rescission period, but I was not fully aware of the implications of my decision at that time due to the pressure I was under. Despite my ongoing efforts to resolve this issue, WG has maintained that the contract is valid & enforceable, refusing to take responsibility for the tactics used to secure my purchase.The impact of this timeshare on my life has been profound, affecting me both financially & personally. I am seeking a fair resolution & the cancellation of my timeshare contract with Westgate Resorts, as it has become an unsustainable burden that I can no longer bear.
Business Response
Date: 09/04/2024
September 4, 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 be advised that Westgate has previously addressed ****************** concerns and is in no way dismissing them. We ask her to understand that absent her providing supporting documentation for her claims for further review,Westgates position remains as previously set forth. For your convenience, you may find additional copies of Westgates previous responses below for your review.

While we are appreciative of ****************** concerns, Westgate is available to help. We encourage her to contact our Contract Mediation Team at ************** for further assistance. While they do not provide contract cancellation services, they are committed to helping her. they will explore options that may be available to **************** to assist her with bringing her account current with any financial difficulties in mind.

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/am

April 11, 2023

*****************************
******************************
Deming,NM 88030

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

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

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

We appreciate your continued patience while we researched and reviewed your concerns. Please accept this as Westgates response.

First and foremost, we do apologize if you felt uncomfortable or pressured in any way while attending our sales presentation. Please be advised that you were not required to remain for more than 90 minutes at the sales tour in order to receive any offered incentives, and you were never under any obligation to purchase the timeshare. It would have been up to you to inform Westgates staff of any discomfort and to discontinue the meeting if your concerns were not addressed to your satisfaction. Once again, we would like to reiterate that while Westgate is a sales-driven company, at no point are consumers ever forced to purchase. Daily, there are hundreds of consumers who choose not to purchase and leave with their agreed-upon incentive, accordingly.

With regard to your claims of being advised the timeshare is an investment and that you could use it for rental purposes, please keep in mind that timeshare real estate sales are highly regulated and contractual in nature. For this reason,we have examined the documents you signed at the time of purchase. Please understand, it is not possible to validate verbal communications you may have had with the sales agent; therefore, the Developer requires all owners to complete the Acknowledgment of Representations document (additional copy attached). With this document, the Developer strives to eliminate the possibility of any misunderstandings with regard to what may have been represented to you, which may have influenced your decision to purchase. Upon review of this document, your signature indicates that you understood there had been no representations made regarding the investment or rental potential of your timeshare.

Furthermore,please know that your claim of receiving free weeks and selling them for profit is a verbal allegation that cannot be substantiated. As an owner of timeshare deeded real estate, you are able to use, rent, will, or sell your property;however, this activity would occur at your discretion as Westgate does not have a rental or resale program.

In reference to your claim of not thinking things through before signing, please be advised that if you felt that you needed more time to review the purchase,it would have been your responsibility, as the consumer, to express this to the sales team and refrain from purchasing if you request was not met to your satisfaction. Additionally, you were provided a state-mandated rescission period in which you could have discussed and thought about the purchase and cancelled had you changed your mind accordingly. Ultimately, it was your responsibility to do what you felt was best for your purchasing decision.
With respect to your claim of attempting to cancel, our records indicate that you voluntarily accepted a downgrade option. We do apologize for any communication issues you may have experienced while trying to get assistance from our staff.Nonetheless, we ask you to understand that you were not obligated to accept the offer and could have proceeded with cancellation if you wished.

***************, Westgates position is that the contract is valid and enforceable. As it is Westgates desire to help all of our owners realize the full potential of their vacationing asset, we encourage you to contact our Contract Mediation Team directly at ************** for further assistance with your account.Should any questions or concerns remain, please reach out to us at the email address furnished below.

Respectfully,

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

Ml/am
Attachment

July 2, 2024

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

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

RE:Account # *********** - *********

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

We appreciate your continued patience while we reviewed your correspondence.Please find our response below.

***************, first and foremost, it is important to understand that a review of your correspondence confirms that you have not provided any new allegations for Westgate to research and no additional documentation in support of your previous ones. As you were previously advised, and though we once again regret to read about any discomfort you may have experienced, you were not obligated to stay beyond the agreed-upon time or to purchase a timeshare.

While you claim otherwise, as each individual has their own preferences and expresses their needs in their own unique manner, it is indeed the responsibility of the consumer to ensure their desires are met and refrain from purchasing if not. If you believed that you required more time to consider your purchase, it would have been at your discretion to express this. Should you have felt as if your wishes were not met to your satisfaction, you were well within your rights to end the purchase. While you may not agree with our responses, Westgate has addressed your concerns, and absent documentation that would negate your signatures, Westgates position remains that your contract is valid, legally enforceable, and will not be cancelled. Any disagreement will not change our position.

Nonetheless,we encourage you to contact our ***************************** by phone directly at ************** for further assistance regarding your ownership, as we remain at your service to help you. Should you have any additional questions or concerns, please do not hesitate to contact us at the email address below; however, be advised that future inquiries of the same nature will be met with a similar response.

Respectfully,

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

Mm/am
Customer Answer
Date: 09/04/2024

Complaint: 22128723

I am rejecting this response because:
September 4, 2024
**************************;
Consumer Affairs Representative
BBB serving Central Florida
***************************************;
******************
RE: Complaint ID # ******** Account # *********** *********
Dear ********************,
I am writing in response to Westgate Resorts' recent correspondence regarding my complaint. While I appreciate the effort to address my concerns, I must express my dissatisfaction with their response.
Westgate's assertion that they have addressed my concerns and their insistence on needing supporting documentation for my claims overlook the core issue. It is important to note that providing documentation for verbal promises or conversations is virtually impossible. I believe Westgate is fully aware of this limitation and is intentionally employing a bait-and-switch tactic. Once the sale is made, the sales representatives disappear, leaving customers like me without any recourse for the verbal assurances given during the sales process.
Westgate's repeated insistence that I was not pressured to purchase and that the timeshare was not misrepresented does not align with my experience. During the sales presentation, I felt an overwhelming amount of pressure and was not given adequate time to consider my decision. The idea that I could have simply walked out or opted not to purchase is unrealistic given the high-pressure environment created by their sales tactics. The assurances that the timeshare could be a profitable investment through rental were misleading and, as I have experienced, far from the truth.
I have clearly communicated the financial strain and personal difficulties caused by this timeshare. My current situation, including financial hardship and the burdens imposed since my divorce, makes it impossible for me to continue with this contract. It is not just a matter of preference but a necessity for my well-being and financial stability to be released from this obligation.
Despite Westgate's attempts to redirect me to their Contract Mediation Team, which does not offer contract cancellations, the need for a resolution remains. I urge Westgate to reconsider their stance and address this issue by allowing the cancellation of my timeshare without further delay.
Sincerely,
**************************************

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 advise **************** that absent documentation to negate what was executed on the day of sale, the contract remains valid and enforceable,whether she accepts our position or not. As such, her request for cancellation is respectfully denied.

While we are appreciative of her concerns, Westgate remains available to help. We again encourage **************** to contact our Contract Mediation Team at ************** for further assistance regarding her ownership.

We thank you for the opportunity to be of service.

Respectfully,

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

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

Complaint: 22128723

I am rejecting this response because:

September 10, 2024
**************************;
Consumer Affairs Representative
BBB serving Central Florida
***************************************;
***********************;
RE: Complaint ID # ******** Account # *********** *********
Dear ********************,
I appreciate your assistance in facilitating communication between myself and Westgate Resorts regarding my timeshare contract concerns. However, I must express my disappointment with Westgate's recent response to my complaint.
Westgate's claim that my contract remains valid unless I can provide documentation to dispute it overlooks a critical aspect of the issue. It's not feasible to provide written evidence of the verbal assurances and promises made to me during the sales process. I believe Westgate is fully aware of this limitation, which makes their insistence on documentation feel like an attempt to dismiss my concerns without considering the circumstances I faced during the sales presentation.
I want to emphasize that my decision to purchase the timeshare was made under intense pressure. The atmosphere created by Westgates representatives was overwhelming and left me feeling as though I had no choice but to sign. I was led to believe that the timeshare could be a valuable investment, specifically that I could rent it out to cover the expenses. In reality, this has not been the case, and I feel misled by the promises made. Westgate's suggestion that I could have simply walked away does not accurately reflect the high-pressure environment that I experienced.
My financial situation has only worsened since the purchase. Following my divorce, I became solely responsible for the timeshare, and the burden has become unmanageable. I have repeatedly reached out to Westgate for help, only to be met with dismissals and redirection to teams that cannot provide the solution I need. This is not just a matter of dissatisfaction but a significant strain on my life and well-being. I am not asking for something unreasonable; I am simply seeking relief from a commitment that I can no longer sustain due to circumstances beyond my control.
I respectfully urge Westgate Resorts to reconsider their position and grant the cancellation of my timeshare contract. Continuing to hold me to this obligation is both unfair and unsustainable given my current situation. I hope Westgate will take this opportunity to show empathy and understanding in resolving this matter fairly.
Thank you for your continued support in this matter. I am hopeful for a more compassionate resolution.
Warm regards,
******************************************;
Initial Complaint
Date:08/12/2024
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.
I am reaching out to seek a resolution to my situation because customer service was no help at all. I was attempting to book a Westgate Resort vacation and I was told that I could not because allegedly, in 2017, I booked a Westgate Vacation and did not attend the tour. At least those were the notes left on my file but this is incorrect. And then I was told that it was through a third party company that I booked this vacation and the agent could not tell me who the third party company was but told me that it was only the third party company that I could reach out to to clear up the situation. I NEVER showed up and stayed at a Westgate Resort and not attend the tour In 2017, I had an emergency and didn't go to ********* at all whatsoever. I ended up losing all of my money that I had put down for everything. When I called the company who helped me book everything, they told me that I lost all the fees that I have put down and that was it. And I just took it as a loss. I was never told that I could never book again because of the situation. Again, had I actually shown up, I would have done the tour with no problem at all. I don't think it's fair to have this **** on my file when I didn't even stay at your Resort. I never took advantage of Westgate's discounts.If you look at my record, you will see that I believe my first stay at a Wesgate Resort was in 2013 and you will see that I took the tour with no problem at all. Not sure why that would change. Also, it doesn't make sense to me that the agent couldn't tell me who the third party company was. For me, I've misplaced the information since it was from 2017 but I am not a multi-million dollar company. Even though whomever the third party company was left very vague notes on my file, based on what the agent was saying, I believe it's up to your company to make sure you know who these third party companies are that you work with. I think it was very irresponsible that he couldn't tell me who the company was.
Business Response
Date: 08/30/2024
August 30, 2024

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

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

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

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

*******************, first and foremost, we wish to apologize for any difficulties *************** may have encountered while attempting to book a stay at one of our beautiful resorts. Notwithstanding, we ask **************** to understand that for incentive-based packages, Westgate is well within its rights to establish criteria for qualifying. As such, based on both past and current information,the consumer does not qualify for our current incentive-based packages, and the removal of the no-show classification in our system would not change this.

Notwithstanding,we wish for **************** to know that she is always welcome to visit and tour our facilities as a courtesy tour; however, she would not be incentivized.

We thank you for the opportunity to be of service.

Respectfully,

****************, Executive Team
Correspondence
********************************************** (Attn: ******************************
Customer Answer
Date: 08/31/2024

Complaint: 22128700

I am rejecting this response because: If it's not the no-show then how did I qualify once and no longer qualify? I would still like the incorrect no-show classification removed from my record whatever your response to my question. Thanks

Sincerely,

*************************
Business Response
Date: 09/06/2024
September 6, 2024

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

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

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

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

*******************, please be advised that Westgate Resorts will be reaching out to *************** directly with a request to contact us regarding her concerns.

We thank you for the opportunity to be of service.

Respectfully,

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

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

Complaint: 22128700

I am rejecting this response because: To make sure my complaint about this company is posted and public. I don't expect a response. Thank you!

Sincerely,

*************************
Business Response
Date: 09/12/2024
September 12, 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.

*******************, a review of Ms. ******* correspondence confirms that she has not provided any new allegations for Westgate to research and review. While she may not agree with our responses, Westgate has addressed her concerns, and our position remains as previously conveyed.

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/am
Customer Answer
Date: 09/14/2024

Complaint: 22128700

I am rejecting this response because: I don't agree with the resolution. I will not be accepting.

Sincerely,

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

Initial Complaint

Date:08/09/2024

Type:Order Issues

Status:

Answered

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 reaching out with an urgent plea for assistance regarding our timeshare contract with Westgate, which has become an overwhelming source of stress and financial hardship for my wife, Orbedella, and me.

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

A review of ******** correspondence confirms that he has not provided any new allegations for Westgate to research and no additional documentation in support of his previous ones. As previously advised, our research has concluded that on the date of purchase, Mr. ***** was provided full and fair disclosure of all matters pertinent to the transaction. While he may not agree with our responses,Westgate has addressed his concerns, and absent documentation that would negate his signatures, Westgates position remains that the contract is valid, legally enforceable, and will not be cancelled.

For further assistance with his Westgate account, Mr. ***** is welcome to 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 address below.

Respectfully,

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

Ak/sp

Customer Answer

Date: 09/18/2024

Complaint: 22117851

I am rejecting this response because:

More Information

More Information Received:

from: ******************************** on 9/12/2024

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Sent Via:

Email (ODR)

From:

****** *****

From Email:

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

To:

BBB Serving Central Florida

Subject:

More Information

Date Sent:

9/12/2024 4:49:13 PM

Date Read:

9/18/2024 10:49:07 AM

Submitted w/ Complaint:

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Files listed above be visible when complaint is viewed online.

Attachments:

** *** 3 of 3.pdf		(Add to Library)
		(Manage File)
** *** Plumbing 2 of 3.pdf		(Add to Library)
		(Manage File)
** *** Plumbing 1 of 3.pdf		(Add to Library)
		(Manage File)
Air Conditioner Repair Bill.pdf		(Add to Library)
		(Manage File)

Pursuant to your request, and as I indicated, I am forwarding our major that required a $3200 cost to repair our air conditioner that needed an evaporator replacement. What's more I, Lester saw my colorectal surgeon this morning. I am still being treated for ****** Disease and uncontrolled bowel movements. I will send his report when it appears on My Chart Medical Evaluation. What's more, we have been delaying roof repair damage because of storm damage that we haven't had the funds to address it. We will forward estimate for repair upon receipt. ****** and ***** *****

Attachments:

**** ***** 3 of 3.pdf

**** ***** Plumbing 2 of 3.pdf

**** ***** Plumbing 1 of 3.pdf

Air Conditioner Repair Bill.pdf

Sincerely,

****** *****

Business Response

Date: 09/20/2024

September 20, 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.

We truly regret to read of the struggles Mr. ***** is currently facing. While his contract is valid and we are unable to provide cancellation, rest assured that Westgate is willing to work with him during his hardship. We ask that he please reach out to our *************************** at ************** to request a hardship application. Please be advised, 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, Mr. ***** will be notified in writing of Westgates decision.

We thank you for the opportunity to be of service.

Respectfully,

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

Ak/am

Initial Complaint
Date:08/08/2024
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 express my dissatisfaction with Westgate Resorts regarding our timeshare purchase made in March 2022 at Westgate Vacation Villas in Orlando, Florida. We were promised numerous benefits and an easy booking process that, in reality, has proven to be misleading and far from accurate. Initially, we were sold on the idea of a "rare opportunity" and were assured of significant advantages, including a referral program and various perks. Despite these promises, we have encountered multiple issues. We have faced unexpected additional costs, such as a $3,000 charge for Westgate Cruise and Travel that was not disclosed as part of the original package. Our attempts to book a vacation have been futile, as our preferred dates are consistently unavailable, and the booking process is overly complicated and frustrating. The point system has proven to be particularly confusing, and we struggle to use our accumulated points effectively. We were advised to book a year in advance, which is impractical given our family's busy schedule. As a result, we have been unable to enjoy the benefits we were led to expect. Despite numerous attempts to resolve these issues and cancel our contract, Westgate Resorts has not provided a satisfactory solution. We feel misled and have not received the promised value from this timeshare. Therefore, we request the cancellation of our contract and a full refund of any money we are entitled to.
Business Response
Date: 08/26/2024
August 26, 2024

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

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

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

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

Please understand that we have previously addressed these concerns and our position remains unchanged. Nonetheless, please allow us to reiterate that Westgate owners are able to book up to eleven (11) months in advance. However, this is done simply for the convenience of our owners and is not a requirement to book.All booking is based on availability.

As we continue to deeply value Ms. ******* 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 ****************************** 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 address shown below.

Respectfully,

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

Ak/bp
Initial Complaint
Date:08/08/2024
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.
Here's a shorter version:To Whom It May Concern at Westgate,I purchased a Westgate timeshare in 2015 after being pressured into it during a chaotic presentation. I was promised various perks, like free tickets and discounted rates, but many of these promises were not honored. Over the years, my payments increased significantly, and unexpected fees made it difficult to afford. Additionally, I was misled about the possibility of renting out my timeshare and securing reservations, particularly for a trip to ********** that never materialized despite assurances.This experience has been extremely stressful and not what was promised. I request to be released from this timeshare and refunded any money I am entitled to.Thank you for your understanding.Sincerely,***********************
Business Response
Date: 08/21/2024
August 21, 2024

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

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

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

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

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

Ultimately,the contract, as written, remains valid and enforceable. Nonetheless, as we continue to deeply value Ms. ******* 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 **************** please contact our **************** Team, 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: 08/23/2024

Complaint: 22112597

I am rejecting this response because: I dont agree with this.

Sincerely,

***********************
Customer Answer
Date: 08/27/2024
Consumer
Most Recent Message
Date Sent: 8/27/2024 2:13:08 AM
I do not agree with this decision. The fact is I was mislead, Made to believe things that did not and would not of happened.
Business Response
Date: 08/29/2024
August 29, 2024

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

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

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

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

Please recognize that Westgate has addressed Ms. ******* concerns on multiple occasions and our position remains unchanged. While she may not agree with our position,this disagreement does not negate the contractual obligations she incurred at the time of purchase. Westgate must rely on the legal documents that were executed at the time of sale and the contractual agreement reached between **************** and Westgate. At the time of the execution of these documents, **************** was provided with a state mandated rescission period for contract cancellation as well as 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 for cancellation has again been respectfully denied. The contract is valid and enforceable.

Furthermore,while Westgates position stands firm, please keep in mind that, **************** does have the option to use, rent, sell, or will the property; however, this would be at her discretion as Westgate has no form of resale or rental program.While Westgate does not offer assistance with this, a comprehensive timeshare resale resource is available at the American Resort Development Associations Resort **************** (ARDA ROC) website: ************************************************* or by calling **************. We can confirm that many Westgate owners have had success with this endeavor in the past.

While they do not offer cancellation services or will contradict our current position,we again encourage **************** to reach out to our *************************** at **************, for further assistance with her account.

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

Respectfully,

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

Ak/bp
Initial Complaint
Date:08/08/2024
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.
To whom it may concern,I am writing to explain the circumstances of my timeshare purchase. While at Westgate Vacation Villas Resort, I was contacted by ************************** *****, who persuaded me to attend a presentation by promising unlimited stays at Westgate properties worldwide. Despite my repeated refusals, he pressured me into buying by insisting the offer was time-sensitive and claiming I could stay at the resort an unlimited number of times a year.I later discovered this was false; I am actually limited to one week per year. The salesmans contact information is unreachable, and my attempts to use the timeshare revealed that the unlimited stays were a lie. I have not used the timeshare since and am now seeking to cancel the contract due to the deception and ongoing financial burden.This contract was sold to me under false pretenses, and I am deeply distressed by the financial and personal impact it has had on me.Sincerely,***********************
Business Response
Date: 08/28/2024
August 28, 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 be advised that Westgate has previously addressed these same complaints presented by **************** and Westgates position remains as previously set forth. Absent verifiable documentation of wrongdoing on Westgates part, ****************** contract remains valid.

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

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/am
Initial Complaint
Date:08/07/2024
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.
I paid for a 4/day/3 night stay at the Westgate ******************************** & purchased an extra night making my stay (5 day/4 night stay) & agreed to attend a 90 minute timeshare presentation. We arrived @ 12:25pm 08/03/2024 for our 12:30PM selected time.We sat there while people who arrived after us were taken inside to start their presentation. Our sales representative finally came back to collect us (******* who was very nice) and started the presentation. We spoke a little while & she had us get some food. At this time the hotel WiFi that was included with our vacation package was turned off & we couldnt access reception from our 5G network. The timeshare presentation which should have started at 12:30PM and ended at 2:00PM finished 5 hours later at 5:30PM. (We kept an open mind throughout the presentation & the monthly payment for their smallest unit was more than our mortgage payment.)She started the presentation after we finished our hot dog and salad.By the time we finished & got to the purchase options it was around 4:00PM.We respectfully declined & let ******* know that we have been there for 3 hours & 30 minutes.When we asked for our gifts and told her we needed to leave so that we didnt miss our reservation, she left, came back with a blonde haired woman with a scar on her face and a South African accent who said she was from *******. This lady kept repeating herself over & over again stretching the time all the way to 5:10PM, offering different options at a fraction of the cost which was originally offered to us which we respectfully declined & asked for our gifts so we could be on our way. Then, a man shows up at 5:15PM who was supposed to give us the gifts but went on to trying to sell us on a vacation package which we declined and asked for what was promised. We finally made it out of there by 5:30PM missing our reservation.During our presentation they had spotters pretending to be buyers which I saw a salesman who was wearing shorts earlier.
Customer Answer
Date: 08/07/2024
I mustve clicked the wrong button. I did want a resolution.
They ruined a whole day of vacation for us and want to be reimbursed for it.

Business Response
Date: 08/26/2024
August 26, 2024

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

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

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

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

Please understand that any decision to attend and stay at the presentation is solely that of the consumer. Nonetheless, we apologize for any issues ****************** may have experienced regarding the Wi-Fi and cell reception, and we sincerely appreciate ****************** bringing these concerns to our attention.

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
Initial Complaint
Date:08/07/2024
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.
To whom it may concern,My husband and I were invited to a 1-hour presentation which went on for 5 long hours, along with another friend of ours. This was 6 years ago. We were unaware of the ********* Resort before purchasing. At the time it was presented as an investment that we can pass onto our kids, so we got a two bedroom unit.On our first visit there we were demanded to attend a meeting, where we were pressured into an upgrade to increase the units to a 3 unit as an investment by the sales representative. We were told that we can rent each unit for ourselves, we were shown on her phone that she does it as well. Unfortunately, we cant remember the representatives number but her first name was ****.We were not aware of a buyback program. Another representative came over after sitting there for hours, he tossed some numbers around and we were convinced to upgrade and werent told our maintenance fee would go up if we didnt make a payment. To get out of there we made this purchase to gain money for unused weeks shown to us by the sales representative on her phone that shes renting her own units and this would be easy. At that time we used a couple credit cards for payments. There was a lot of signing at the table and we were not able to read through all the paperwork like we would normally read through before getting into an important purchase. We found out after signing that our weeks were very limited for the amount of money and maintenance is ridiculous.This has affected our lives financially. Its been extremely difficult to make $500+ down on mortgage payments and a $2000 payment for maintenance fees and not get to use it. We were misled by the Westgate Resort Sales representative in so many ways and we no longer want to have any association with the timeshare. We no longer want to be stuck with excessive monthly payments and want to be released from the contract since we cannot sell it back.Respectfully,**** ******** and Anslue ***********
Business Response
Date: 09/11/2024
September 11, 2024

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

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

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

Mr.********* please be advised that Westgate has previously addressed these same concerns presented by Ms. ******** and Mr. *********** and Westgates position remains unchanged. For your convenience, you may find a copy of Westgates previous response below for your review.

While we are appreciative of their concerns, Westgate is available to help. We encourage Ms. ******** and Mr. *********** to contact our **************** Team at ************** for further assistance regarding their ownership.

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/**

February 28, 2024

Anslue *********** and **** ********
**********************************************************************************************

E-mail: *******************************************

RE: Account # *********** - *********

Dear ************** and Ms. *************************************** Resorts is in receipt of your correspondence and we appreciate your patience as we reviewed and researched the concerns raised in your letter. We apologize for any delay you may have experienced, and our response follows.

************** and Ms. ********* first and foremost, please allow us to express our appreciation for your ownership, and your belief in the time-proven Westgate philosophy that regular vacations can, and do, lead to improvements in health, family connections, and personal well-being. We hope that you can enjoy your Westgate vacation experiences soon; however, as a company, we do understand that life circumstances change. We remain cognizant of the hardships you state you are experiencing, and wish to be of help in any way that we can.Any signed contract documents mentioned herein are attached for your reference,and there will be a referral to help you additionally.

With respect to the Update Meeting, although we most sincerely appreciate your choosing to attend, allow us to clarify that owners are never obligated to attend any Update Meeting unless they accept gifting as an incentive or unless it is included among the terms of their stay. Be advised this also applies to your situation, and as these meetings are completely voluntary, there was no obligation on your part to choose to attend, and Westgate was unable to make that decision on your behalf.

Regardless,we ask you to understand that if you were not interested in purchasing a timeshare,
you held the power as consumers to refrain from purchasing and walk away once the tour requirements were satisfied. Please understand that there may have been offers that are on a first-come, first-served basis, depending on the available inventory. As a result, the sales representative may have expressed some urgency regarding the offer. Nonetheless, we sincerely apologize for any inconvenience you may have experienced as a result of the presentation you agreed to attend, and if you felt uncomfortable or pressured in any way. However, you were never obligated to remain past the agreed-upon time to receive your incentive, or to purchase a timeshare. Ultimately, you have the right to inform the sales staff or closing officer of any discomfort to ensure proper action is taken or refrain from purchasing if your concerns are not addressed to your satisfaction. It remains important to realize that, as you chose to stay and purchase a timeshare, the signing and executing of the documents required additional time. At no point were you ever obligated to attend, stay through, or purchase.

With respect to your concerns about the closing, we sincerely regret any inconvenience you may 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 you were uncomfortable with the speed of the closing, it would have been up to you to communicate this to the Closing Officer so the pace could be adjusted to your comfort level and refrain from purchasing if your concerns were not addressed to your satisfaction. Additionally, the state of Florida affords consumers a mandated rescission period, which allows them additional time to review their decision and their documents further at their leisure. If anything was found that you did not like, understand, or agree with, you were able to clarify the matter with our representatives, and if you chose to, cancel the contract with no penalty, if you were within the rescission period. We ask you to understand that as consumers, it was your responsibility to ensure that what you acknowledged and agreed to, matched the information communicated in the documents. There is no legal requirement for the full disclosure to be completed verbally.

************** and Ms. ********* although this purchase may have been considered an investment by you, please understand that any claim you have raised that the sales representative would rent your timeshare for you is a verbal allegation,and as a result, we are unable to substantiate it. It is important to understand that, 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 you, which may have influenced your decision to purchase. In this document you acknowledged that you purchased this property for personal use, that there were no representations made regarding investment or resale potential, and that the Developer does not have a rental or resale program to assist you.

Additionally,the Public Offering Statement (***) 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. Regardless, as the owners of a timeshare interest in real estate property, you are able to use, rent, sell,will, or transfer any rights of ownership, at your discretion. With respect to your stated renting challenges, understand that this has proven to be a viable option for Westgate owners, and we can confirm other owners have been successful in the past with renting their timeshares. Although Westgate does not have a program to assist with this, it remains an option for you to consider.

As for using your property, we were disheartened to read your concerns regarding limited weeks, as Westgate desires all of our owners to realize the full potential of their timeshares. Please allow us to briefly explain your ownership and some benefits you have as owners. On August 9, 2022, you upgraded your timeshare purchase to an ALL-Season week in a 6-Bedroom lock-off Villa for annual use with the first occupancy in 2023 at the Westgate Lakes Resort & Spa. We ask you to refer to the *** statement which discloses the reservation policy and the weeks which encompass your season of ownership. Keep in mind that you purchased under the Floating UsePlan for reservations, wherein you do not own the use of a specific unit, but a certain unit type, based on availability. Therefore, you have the right to occupy your villa at your home resort during your 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 your contracted usage rights are considered owner benefits (e.g., exchanges, split weeks, etc.), which are also based on availability and subject to the Westgate Resorts Internal Exchange (WRIE)terms and conditions, as indicated on your AOR document.

With respect to your maintenance and tax (M&T) assessments, it is important to understand that these dues represent the only source of revenue available to pay the cost of maintaining your resort. Several documents disclosed the estimated M&T to you, namely the Contract for Purchase and Sale (Contract),as well as the **** Due to the fact that the assessments are estimated,they are not a fixed amount, which is outlined in the Closing Disclosure,which indicates that the M&T assessments are subject to increase over time.The documents and the closing process are measures put in place to protect both Westgate and the consumers. In view of the above, our research has concluded that your contract is valid and enforceable. The terms for rescission were disclosed within your Contract, including the timeframe, and Westgate fully complied with its legal duty by conspicuously disclosing said terms on the Contract. As a result, and since your rescission period has expired,we are unable to cancel your contract upon request or demand. All parties are legally bound to the terms contained within, and as such, our position will not change.

************** and Ms. ********* the concern you have regarding leaving the property and the accompanying responsibility towards it to your loved ones in the unfortunate event of your passing can be addressed with a professional legal advisor. We recommend you reach out to learn about the inheritance process and what will happen to the property in that situation.

As always,we continue to remain at your service to help you, particularly with your hardships. We hope this letter has offered clarification of your concerns and restored your confidence in your purchase. We encourage you to reach out to our **************** Team by phone directly at ************** for help. They will be unable to cancel your contract, but they will explore options that your account may qualify for to assist you. If there are any remaining concerns, please reach out to us at the email address furnished below.

We thank you for the opportunity to be of service.

Respectfully,

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

Am/bp
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