Business Profile
Timeshare Companies
Central Florida Investments, Inc.Headquarters
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.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/25/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
To Whom It May Concern,I am writing to formally request the termination of my timeshare contract with Westgate Resorts, which I purchased in 2016. Initially motivated by the desire to create a legacy for my children, unforeseen circumstances including family illnesses and financial challenges have prevented me from utilizing the timeshare effectively.Despite efforts to manage escalating maintenance fees and explore rental options, the ongoing financial burden has become unsustainable, particularly in my retirement years. Additionally, my children have no interest in inheriting the timeshare.I kindly request your assistance in facilitating the termination of this contract. Your prompt attention to this matter would be greatly appreciated.Thank you for your understanding and cooperation.Sincerely,***** ******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 ***** ******* complaint.We thank you for the opportunity to respond.
Mr.********, we are truly sorry to read about the difficult situation Ms. ****** states she is facing. We are aware that when life brings unforeseen financial and medical challenges, it can lead to uncertain times. We wish to reassure the consumer that Westgate is committed to providing assistance to the best of our abilities. With that being said, please be advised that Ms. ******* contract is valid and enforceable. While we are unable to provide cancellation, Westgate is available to help. We encourage her to contact our Contract Mediation Team at ************** for further assistance. They will explore options that may be available to assist her while keeping in mind any difficulties she may be facing.
Thank you for the opportunity to be of service.
Respectfully,
****** *., Executive Team
Correspondence
************************************************************************ (Attn: ****** ****************Customer Answer
Date: 10/04/2024
RE: ***** ******
Complaint ID # ******** Account # *********** *********
Dear Mr. ****************** 09/20/2024 I replied that I need more time to explore my options because I could not accept that the business wants to close the case without proper resolution. I did not get did not get a reply on that and no this letter is saying that I did not reply, not so.Sincerely ***** ******
Customer Answer
Date: 10/11/2024
Complaint: 22041608
I am rejecting this response because: I did reached out to the Contract Mediation Team at ************** and they are not willing to let me out of the contract, there is no solution for me except that the contract remain open and I should pay now. I did explain to the speaker that I'm not able to and that I want out of this contract somehow by Gods grace.
Sincerely,
***** ******Business Response
Date: 10/16/2024
October 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.********, we are disheartened to read of Ms. ******* dissatisfaction with Westgates previous response. However, we ask her to understand that our department referrals do not provide contract cancellation services, and we never advised as such. Rather, our department referrals may explore options that may be available to the consumer to assist her with bringing her account current while being mindful of any financial difficulties she may be facing.
As such, we again encourage Ms. ****** to contact our Contract Mediation Team for further assistance with her account at **************.
We thank you for the opportunity to be of service.
Respectfully,
****** *., Executive Team
Correspondence
************************************************************************ (Attn: ****** ****************Customer Answer
Date: 10/26/2024
Dear MR ************************************* was paid quite a bit of my money which I've already lost over a time share I only used once, and so this case cannot be resolved this easily, they need to release me from this contract, as inform the company representative when I spoke to her on 10/10/24, that I would not be able to continue paying. I don't know shat else to do but I'm not giving up.
Thank you.
Sincerely,
***** ******
Initial Complaint
Date:07/24/2024
Type: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.
When we purchased this timeshare we were told that the property was NEW. We visited for the first time in June 2024 and the property is old and smelled moldy. The furniture like chewed on by a dog. We were told to email Westgate owners relations and that has been done. We haven't heard from anyone as of 7/24/2024. We want a full refund for this garbage property.Business Response
Date: 08/13/2024
August 13, 2024
*****************************
Consumer Affairs Representative
BBB serving Central Florida
**********************************************************************************************
RE: *******************
Complaint # ******** Account # *********** *********
Dear ********************,
Westgate Resorts is in receipt of your correspondence regarding ******************** complaint.We thank you for the opportunity to respond.
*******************, first and foremost, we wish to apologize for our delay in response to Ms. ****** original correspondence. We realize that it can be frustrating waiting for a response; notwithstanding, we ask Ms. **** to understand that our research procedure is thorough and involves multiple departments working together to provide her with the affirmation that each of her concerns is being reviewed and researched in detail. This protocol ensures an accurate response with consideration for Ms. ****s concerns. With this in mind, please advise Ms. **** that this response will also serve as a response to her original correspondence, as she presents the same concerns in both complaints.
As for Ms. ***** claim that she was allegedly advised the resort was new, while this is verbal and cannot be validated, we wish to apologize for any inconvenience Ms. **** may have experienced while being our valued guest at our beautiful Westgate Lakes Resort & Spa. We ask for Ms. **** to realize that it is Westgates desire that she always enjoy her vacation with us, and we will make every effort to meet her needs during her visit. Please be advised that we will be reaching out to Ms. **** directly regarding a resolution.
Notwithstanding the above, please advise Ms. **** that her contract is valid and enforceable.We encourage her to contact our **************** Team at ************** / Option 4 for personalized assistance on all account matters.
We thank you for the opportunity to be of service.
Respectfully,
****************, Executive Team
Correspondence
********************************************** (Attn: ****************)
Sb/amCustomer Answer
Date: 08/13/2024
Complaint: 22040302
I am rejecting this response because: The person who sold us this timeshare stated it was new and that family could vacation in the same common area, which is also a LIE. THE 6 BEDROOMS ARE SPLIT NOT TOGETHER. WE WANT A FULL REFUND FOR THE GARBAGE THEY SOLD US. WESTGATE SALESPERSON LIED AND THIS REOSRT WASN"T NOT WHAT WE BROUGHT. THIS PLACE IS SMELLY THE FURNITURE IS OLD AND ANIMALS HAVE CHEWED ON THE FURNITURE.
Sincerely,
*******************Business Response
Date: 08/27/2024
August 27, 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.
*******************, please be advised that contrary to the allegation presented, it was clearly disclosed on the day of sale that the 6-bedroom unit being purchased was, in fact, non-contiguous, as evidenced by the Bedroom Acknowledgment Letter as well as the executed Floor Plan.
Ultimately,Westgates position remains as previously set forth. While we are appreciative of *** and Mrs. ***** concerns, Westgates remains available to help. For personalized assistance on all account matters, we encourage *** and Mrs. **** to reach out to our **************** Team at ************** / Option 4.
We thank you for the opportunity to be of service.
Respectfully,
****************, Executive Team
Correspondence
********************************************** (Attn: ****************)
Sb/spInitial Complaint
Date:07/24/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to file a formal complaint against Westgate Resort with the Better Business Bureau. My experience with Westgate Resort has been highly disappointing, and I feel compelled to bring these issues to your attention for resolution.I purchased a timeshare with Westgate Resort but have not been able to utilize it since the time of purchase. The sales presentation I attended was lengthy and exhausting, and I was misled into believing that it was a one-time opportunity. Throughout the presentation, I felt pressured and manipulated by the sales staff. Every time I expressed my disinterest, I was met with another offer, creating a high-pressure environment that was uncomfortable and coercive.Due to unforeseen circumstances, specifically my illness and inability to work, I am no longer able to meet the financial commitments associated with this timeshare. Given my current situation, my only request is to cancel the timeshare agreement with Westgate Resort.I kindly request that the Better Business Bureau investigate this matter and facilitate the cancellation of my timeshare with Westgate Resort. I believe that cancelling the agreement is the most appropriate and fair resolution to this situation.I appreciate your attention to this matter and look forward to a prompt and satisfactory resolution.Business Response
Date: 09/10/2024
September 10, 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 Ms. ***** felt uncomfortable or pressured in any way while attending our sales presentation. Since there may have been offers presented on a first-come, first-served basis, depending on the available inventory, the representative may have expressed some urgency regarding the offer. However, ******** was never obligated to remain past the agreed-upon time to receive her incentive, or to purchase a timeshare. As the consumer, she has the right to inform the sales staff or closing officer of any discomfort to ensure proper action is taken, or refrain from purchasing if her concerns are not addressed to her satisfaction.
Moreover,please understand that Westgate has previously addressed the remaining allegations and our position remains unchanged. As such, we will be issuing copies of these previous responses directly to Ms. ***** via the email we have on file for her.
Ultimately,the contract remains valid and enforceable. Nonetheless, 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 Ms. ***** Westgate account, and possible hardship options, we ask that she please contact our ****************************** by phone, at **************. Please keep in mind that these department referrals do not offer cancellation services.
We thank you for the opportunity to be of service. Should any further concerns arise following this response, please do not hesitate to reach out to us at the email address listed below.
Respectfully,
***** *., Executive Team
Correspondence
Westgate Resorts
************************************************************************
Ak/bpCustomer Answer
Date: 09/12/2024
Complaint: 22039053
I am rejecting this response because:Their response does not help my current situation. I havent even used the timeshare, so why would I continue paying for something that has provided no benefit? This feels like a scammisleading people and pressuring them into getting involved in a property that only drains their finances without offering any return.
I cannot understand how this can be justified, and I will not stop fighting for my right to get out of this burden. Their companys practices are unfair, and I urge them to reconsider my request and help me find a resolution that allows me to exit this contract.
Sincerely,
******* *****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 Ms. ***** complaint. We thank you for the opportunity to respond.
Please be advised that Westgate has addressed Ms. ***** allegations previously. While we again regret to read of her feelings towards Westgate, please know that Westgates position remains unchanged. As such, the contract stands valid and enforceable.
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. Any further inquiry of a similar nature will be met with the same response.
Respectfully,
***** *., Executive Team
Correspondence
Westgate Resorts
************************************************************************
Ak/amCustomer Answer
Date: 09/23/2024
Complaint: 22039053
I am rejecting this response because:I want to reiterate that my decision to seek cancellation of this timeshare also remains firm. My personal circumstances have significantly changed, and I can no longer sustain the financial burden of this timeshare.
I appreciate your referral to the ****************************** but I believe that cancellation is the only viable solution in my case. I hope Westgate Resorts will eventually consider the difficult position I am in and work with me towards a more reasonable and fair resolution.
Sincerely,
******* *****Initial Complaint
Date:07/24/2024
Type: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:We purchased a timeshare while vacationing in Florida, lured by a promise of a free vacation upon attending a presentation. However, our experience with Westgate has been highly disappointing. Initially, we were enticed with offers of flexible travel options, income potential from renting out our property, and lifelong benefits for our family. These promises turned out to be false.Attempting to book vacations through Westgate and their partners proved fruitless. The deals offered were significantly more expensive compared to other platforms we use regularly, such as UnionPlus and Booking.Com. Moreover, the restrictions on booking durations and unexpected costs for renting out our property were not disclosed upfront. We were blindsided by demands for immediate payments without guarantees of timely returns, causing severe financial strain.Additionally, we were misled about ongoing membership fees and unexpected HOA costs, which further compounded our frustration. The lack of transparency regarding payment deadlines resulted in undue stress and financial penalties that affected us during critical life events, including schooling and wedding planning.Due to these issues, we have never utilized our timeshare for travel and feel trapped by financial obligations that were not properly disclosed. Therefore, we are formally requesting the cancellation of our contract with Westgate to relieve ourselves from these burdensome responsibilities.Thank you for your prompt attention to this matter.Sincerely,SeQuia and *******************Business Response
Date: 08/26/2024
August 26, 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.
Please understand that Westgate has already addressed ************** and ****************** concerns and our position remains unchanged. Nonetheless, we truly regret to read of the struggles they are currently facing. While their contract is valid and we are unable to provide cancellation, rest assured that Westgate is willing to work with ************* and **************** during their hardship. We ask ************* and ****************** to please reach out to our *************************** at ************** to request a hardship application. Please be advised, they 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, ************** and **************** will be notified in writing of Westgates decision. For any specialized assistance with ************** and ****************** account and making payments, they may reach out to 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/spInitial Complaint
Date:07/22/2024
Type: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 trying to cancel the timeshare with Westgate. I sent them a letter which they received it on March 13, 2024. They have not responded to me. I am filing this complaint seeking help with getting the response to my letter. I will also include the copy of it. It is very frustrating that I've already been a victim of endless lies form Westgate, and now they can even respond to my letter. Please, help me!Business Response
Date: 07/26/2024
July 26, 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.
We ask you to understand that our research and review of ****************** presented concerns is still in progress as of the time of this response. While we apologize for any delay at this time, please recognize that an acknowledgment email was issued to **************** on May 16, 2024, stating that he might experience a delay in our response time. Nonetheless, we can confirm that we will be issuing a response to his concerns as soon as possible.
In the meantime, while we work on responding to **************** and his concerns, we encourage him to reach out to our ***************************** at **************,should he require direct assistance with his account.
Respectfully,
**************, Executive Team
Owner Relations Correspondence
Westgate Resorts
**********************************************
Ak/amInitial Complaint
Date:07/21/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
To Whom It May Concern,On November 22, 2020, we attended a presentation at Westgate ************************************* in ********** that was supposed to last 90 minutes but stretched into a grueling 5-hour session. Our sales representative, *************************, was overly aggressive throughout. Our children endured boredom, fatigue, and hunger during this ordeal, disrupting our plans for the day. Due to unforeseen delays, ********* was unable to take her anxiety medication.Under pressure, we reluctantly accepted a fifth offer presented by sales manager ********************, which significantly differed from previous terms. The timeshare changed from an annual contract to a value season arrangement with HOA fees increasing unexpectedly.These coercive tactics led to an impulsive decision that has financially burdened us, complicating our ability to afford basic necessities. Additional fees for the timeshare have exacerbated our financial strain.We feel exploited by this experiencepressured into unclear terms and decisions made under duress. Therefore, we demand the cancellation of our contract and a full refund of all monies owed.Sincerely,****** Van ********* VanBusiness 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 Mr. **** complaint. We thank you for the opportunity to respond.
*******************, please be advised that Westgate has addressed Mr. **** concerns previously. While we regret to read of his feelings towards Westgate, please know that Westgates position remains unchanged. As such, we will be forwarding an additional copy of our response to Mr. **** via the email address on file,for further review.
Ultimately,the contract, as written, remains valid and enforceable. Nonetheless, 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. While they do not offer cancellation services, we ask that Mr. *** please contact our **************************** at **************, for direct assistance with his account.
We thank you for the opportunity to be of service. Should any further concerns arise following this response, please do not hesitate to reach out to us at the email address below.
Respectfully,
**************, Executive Team
Correspondence
Westgate Resorts
**********************************************
Ak/spCustomer Answer
Date: 08/21/2024
Complaint: 22020442
I am rejecting this response because:None of the valid reasons for terminating this contract has been addressed. Verbal contact with the company, as advised in their response, resulted in absolutely no resolutions even being offered.
As we seek a resolution to this problem, we do not see any willingness on behalf of Westgate to negotiate this matter, at the very least.
Sincerely,
****** And **********************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 ***************** complaint.We thank you for the opportunity to respond.
*******************, a review of Mr. **** correspondence confirms that he has not provided any new allegations for Westgate to research and no additional documentation in support of his previous ones. While he may not agree with our previous responses, Westgate has addressed his concerns, and absent documentation that would negate his signatures, Westgates position remains as previously set forth.
While Westgate is unable to control whether Mr. *** chooses to accept our offer of help, we again wish to reassure him that Westgate is available to help. For further assistance regarding his ownership, we encourage him to contact our Contract Mediation Team at **************.
We thank you for the opportunity to be of service.
Respectfully,
****************, Executive Team
Correspondence
********************************************** (Attn: ******************************Customer Answer
Date: 09/19/2024
Complaint: 22020442
I am rejecting this response because:September 4, 2024
Attn: Better Business Bureau
Re: Complaint: 22020442
I am rejecting this response because:
I am submitting copies of both letters we sent certified mail to Westgate, detailing the extenuating
circumstances and the "bait and switch" tactics that were used. The first letter was sent July 19, 2023, with
Westgate not responding until February 13, 2024. The second letter was mailed on November 28, 2023, with
a response to this letter being received July 12, 2024. The only "help" that Westgate offered was a 3 month
deferment of payments, but needed copies of our last 2 tax returns, W-2 forrms, bank statements, and a list of
all our bills. This is entirely too much information to require for a 3 month extension. They just needed our
drivers license to sell it to us!
We are simply seeking termination of our contract. There have been 3 and a half years of payments, we only
want out. No refunds, simply released from the obligation.
Sincerely,****** And ********* Van
Business Response
Date: 09/27/2024
September 27, 2024
****** ********
Consumer Affairs Representative
BBB serving Central Florida
**************************************************************************************
RE: ****** ***
Complaint ID # ******** Account # *********** *********
Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding ****** ***s complaint.We thank you for the opportunity to respond.
Mr.********, first and foremost, we wish to sincerely apologize to Mr. *** for our delay in response to his previous correspondence. We realize that it can be frustrating waiting for a response. However, we ask him to understand that our research procedure is thorough and involves multiple departments working together to provide him with the affirmation that each of his concerns is being reviewed and researched in detail. This protocol ensures an accurate response with consideration to his concerns, and we are most appreciative of the patience he has granted this process.
As for Mr. ***s concern with the terms and conditions associated with the hardship application he received, we ask him to understand that ultimately, any decision to accept or decline participation based on the programs terms remains with him as the consumer.
Please be advised that Mr. ***s contract remains valid and enforceable and will not be cancelled. While we are appreciative of his concerns, Westgate remains available to help. We again encourage him to contact our Contract Mediation Team at ************** for further assistance.
We thank you for the opportunity to be of service.
Respectfully,
****** *., Executive Team
Correspondence
************************************************************************ (Attn: ****** *.)
Sb/spInitial Complaint
Date:07/20/2024
Type: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.
Dear Westgate Resorts,We are writing to formally request the cancellation of our timeshare contract, which we purchased in 2017. Our decision is based on several issues that have arisen since our purchase, including high-pressure sales tactics during the initial presentation, undisclosed additional costs, unfulfilled promises regarding maintenance fees, and difficulties in booking accommodations.These discrepancies have significantly impacted our experience and have led us to conclude that maintaining our timeshare is no longer feasible. Therefore, we request the immediate cancellation of our contract and cessation of any further charges or obligations related to it. Additionally, we seek a full refund of all payments made.Please confirm receipt of this request and provide instructions on how to proceed.Sincerely,***************** and **********************Business Response
Date: 08/14/2024
August 14, 2024
*****************************
Consumer Affairs Representative
BBB serving Central Florida
********************************************************************************************
RE:****** and ***************
Complaint ID # ******** - Account # *********** - *********
Dear ********************,
Westgate Resorts is in receipt of your correspondence regarding *** and Mrs. ***** complaint. We thank you for the opportunity to respond. Please keep in mind that all contract documents referenced in this response will be forwarded to *** and Mrs. **** via the email on file for their review.
We apologize if *** and Mrs. **** 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, they were never obligated to remain past the agreed-upon time to receive any incentive or to purchase a timeshare. As the consumers, *** and Mrs. **** had the right to inform the sales staff or closing officer of any discomfort to ensure proper action is taken or refrain from purchasing if their concerns are not addressed to their satisfaction. While we would also like to address their claim of unfulfilled promises, it remains too vague for us to respond to.
To offer clarification on their booking concerns, please allow us to briefly explain *** and Mrs. ***** ownership and some benefits they have as owners. On August 10, 2017, *** and Mrs. **** purchased an All-Season week in a 3-Bedroom Lock-Off Villa for use during the Odd-numbered years with the first occupancy in 2019 at the Westgate Lakes Resort & Spa. The lock-off unit allows *** and Mrs. **** 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 they have the right to occupy their unit at their home resort during their current year and season of ownership without being charged additional fees; there are no additional costs when using the unit as contracted. 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 *** and Mrs. ***** contracted usage rights are considered owner benefits (e.g., exchanges, split weeks, etc.), which are also based on availability and subject to the Westgate Resorts Internal Exchange terms and conditions, as indicated on their Acknowledgment of Representations (***) document.
As for the maintenance assessments (***************), it is important to understand that the dues represent the only source of revenue available to pay the cost of maintaining ***and Mrs. ***** home resort. Upon further review of the *** document, their signatures and initials confirmed that they were advised that the maintenance fees were estimated. The ****************** is responsible for calculating the resorts annual Budget and dividing it equitably among all the owners so that each one pays their fair share of the costs needed to preserve the integrity of the resorts services while keeping the costs as low as possible. Please understand that if the cost of goods and services required to maintain *** and Mrs. ***** home resort increases, this increase to the Budget is divided amongst all the resort owners so that each pays their fair share of the increase.Westgate encourages all owners to attend the annual ****************** Meeting to stay informed regarding the use of the budgeted funds and the Associations plans for the upcoming year. Owners also have the opportunity to ask questions and share any suggestions they may have to improve their vacation experience.
Ultimately,Westgates position stands that full and fair disclosure of all purchase terms was provided to *** and Mrs. **** at the time of sale, including the financial obligations associated with the purchase. As the consumers, it remained as their responsibility to review all terms accordingly. As such, the contract, as written, remains valid, enforceable, and not subject to cancellation.
We understand that it can be frustrating to learn their contract cannot be cancelled; however, please know that we do want to help *** and Mrs. ****. It is important to realize that our offer of assistance is something that provides them with additional resources and a choice of whether to accept or decline this offer. Our department referrals will provide help to the best of their abilities. For direct assistance with their account, we ask that *** and Mrs.**** 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 below.
Respectfully,
**************, Executive Team
Correspondence
Westgate Resorts
**********************************************
Ak/amInitial Complaint
Date:07/20/2024
Type: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 attended Westgate timeshare presentation July, 2018. I was scammed into signing a contract with Westgate Resort. I was told by the representative that I could cancel the contract at any time if I was not satisfied. I tried to use the timeshare multiple times and was told it was not available. I continued to make payments for about 3 years and continued to pay the maintenance fees. I was never able to use the property I that in bought into. I stopped making the payments after about 3 years and received threatening phone called about foreclosure. I want out of this contact! I was not aware of the timeshare scams!Business Response
Date: 08/05/2024
August 5, 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.
********************, regarding ********************** concerns with her contracted usage rights, please allow us to take this opportunity to briefly explain her ownership. Our records indicate that on July 11, 2018, ******************* purchased an ALL-Season Week in a 2-Bedroom Lock Off Villa for use during the Odd-numbered years, with the first occupancy in 2019,at the Westgate ************************************* & **********. We ask the consumer to keep in mind that she purchased under the Floating Use Plan for reservations, wherein she does not own the use of a specific unit, but rather a certain unit type, based on availability. Additionally with respect to ********************* claim that she has been unable to use her contracted usage, our records do not support this allegation, as they confirm that she did use her usage on two separate occasions.
Regarding ********************** claim that she was advised she could cancel her ownership at any time, please be advised that full disclosure of the consumers rescission rights was provided on the day of sale,in accordance with all laws.
At the conclusion of our research, Westgates position is that ********************** contract is valid and enforceable. Please advise the consumer that, by her own admission, she chose to cease making payments on deeded real estate; as such, Westgate is well within its rights to collect on the debt. This includes disclosure of foreclosure, which is imminent unless the past-due balance is rectified.
While we are appreciative of ********************** concerns, we wish to assure her that Westgate is here to help. We encourage her to contact our Contract Mediation Team at ************** for further assistance regarding her ownership. While they do not provide contract cancellation services, they are committed to helping her.
We thank you for the opportunity to be of service.
Respectfully,
****************, Executive Team
Owner Relations Correspondence
********************************************** (Attn: ****************)
Sb/amCustomer Answer
Date: 08/06/2024
Complaint: 22020085
I am rejecting this response because:
This information is not true. I did not use this property twice. I was able to book it once after I was told to pay additional fees. This timeshare company does not give what they advertise. I was also scammed into this contract. I will not continue to pay for something that I do not have access to.
Sincerely,
*********************************Business Response
Date: 08/16/2024
August 16, 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 there are in fact two (2) occupancies within ********************** current ownership; the first occupancy is defined under reservation #******* at the Westgate *****************************************, from June 8, 2019, to June 15, 2019; this occupancy was an exchange from ********************* home resort to another Westgate resort and would have been charged the applicable exchange fee. The second occupancy is defined under reservation #******** at the Westgate ************************************* & **********,from December 10, 2021, to December 17, 2021; this occupancy was used at ********************* home resort as contracted, and thus no additional fees applied.
Notwithstanding this information, this has no bearing on the validity of the contract, and the contract remains valid and enforceable, regardless of use. As previously advised, ******************** purchased a floating-use, All-season ownership that is based on availability.
Ultimately,Westgate stands ready and willing to adhere to the terms of the contract as agreed. As such, Westgates position remains as previously set forth. For further assistance regarding her ownership, we encourage ******************** to reach out to our Contract Mediation Team directly at **************.
We thank you for the opportunity to be of service.
Respectfully,
****************, Executive Team
Correspondence
********************************************** (Attn: ****************)
Sb/amCustomer Answer
Date: 08/19/2024
Complaint: 22020085
I am rejecting this response because: I am not the owner of this property. I was not aware how Timeshares work. I was scammed into signing these papers. The true owner of this property if ***********************.
Sincerely,
*********************************Business Response
Date: 08/22/2024
August 22, 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 contrary to ********************** assertion, she is in fact the Primary Owner of the deeded interested in question. Notwithstanding the claim of ignorance regarding how timeshares work, which has no bearing whatsoever on the validity of the contract, please be advised that any sales claims are now time-barred, as the purchase was over six years ago, making any successful claim for relief at this point, improbable.
Ultimately,Westgates position remains that ********************** contract is valid and enforceable. 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 account.
Respectfully,
****************, Executive Team
Correspondence
********************************************** (Attn: ****************)
Sb/amCustomer Answer
Date: 08/22/2024
Complaint: 22020085
I am rejecting this response because:
this is not accurate. I am not the Primary owner of this account. *********************** is the primary owner. I was not privilege to the knowledge of how a timeshare works.
Sincerely,
*********************************Initial Complaint
Date:07/19/2024
Type: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.
i was offered water park tickets at a discounted rate. Upon day one of check in, we did not receive tickets. We told them we had purchased and she said she saw them. We later got them from the welcome center. Wrote that, no one was helpful about how to get them. On 3/16, we decided to go. I had the piece of receipt paper on the way around there and think it flew out the truck due to slightly high winds. I saw a piece of paper but didnt realize that was my receipt with the words 6 tickets printed. When I figured out that was it, I walked that parking lot and drove around 30 minutes looking for it. I asked the welcome center to reprint, she said they couldnt there. I called a supervisor who stated he could put in the system 4 water park tickets complimentary. I picked them up it stated that our check out was 7/17. I then found out that when he notated that, the water park was closed at 3 due to thunder. That lasted a few minutes and wouldnt open to 7/17 at 11. Checkout is at 10, but we are leaving at 4 am. Why give me something you knew I cant use. The ticket flew away, they can check the system to see they were never used and see me walking that property picking up paper and searching. The kids sat in the lobby waiting, only to find out that those 4 complimentary tickets could never be used anyway. He literally put on them that our checkout is 7/17. He knew the park was already closed. I had the receipt in my lap while driving there and it had to have been the paper I saw flying on the ground. I wish I wouldve chased and grabbed it, but thought it was a random piece of discarded paper. Even if I had the receipt, no one told me the park was closed until after I did all of that searching, requesting a new print and finally trying to use the tickets in which the person gave complimentary knowing we could not use them. I am requesting a refund for my 3 tickets and my brothers 3. Yes, the piece of paper blew away, but it can be verified that they were not used.Business Response
Date: 08/02/2024
August 2, 2024
*****************************
Consumer Affairs Representative
BBB serving Central Florida
********************************************************************************************
RE:***********************
Complaint ID # ******** - *********
Dear ********************,
Westgate Resorts is in receipt of your correspondence regarding Ms. ***** complaint.
Please be advised that we are still in the process of researching the consumers concerns, and we will respond as soon as our review is complete
Respectfully,
**************, Executive Team
Owner Relations Correspondence
Westgate Resorts
**********************************************
Ak/bpCustomer Answer
Date: 08/02/2024
Complaint: 22012462
I am rejecting this response because: I have to respond this way because if I respond (accept), my claim will be closed with no resolution.
Sincerely,
***********************Business Response
Date: 08/08/2024
August 8, 2024
*****************************
Consumer Affairs Representative
BBB serving Central Florida
********************************************************************************************
RE:***********************
Complaint ID # ******** - *********
Dear ********************,
Westgate Resorts is in receipt of your correspondence regarding Ms. ***** complaint. We thank you for the opportunity to respond.
We sincerely apologize for the issues that ************ experienced during her stay at our resort. As we look forward to welcoming her once again to one of our beautiful properties in the future, please allow us to compensate her as a courtesy for the inconvenience. A refund amounting to $90.00 for the water park passes has been issued accordingly. With this, we ask that ************ allow five (5) to ten (10) business days for the refund to appear in her account.
We thank you for the opportunity to be of service. Our hope is that ************ will remember Westgate Resorts for her future vacation needs or if she considers vacation ownership in the future.
Respectfully,
**************, Executive Team
Owner Relations Correspondence
**********************************************
Ak/spCustomer Answer
Date: 08/13/2024
Complaint: 22012462
I am rejecting this response because:Sent Via: Email (ODR) From: ***********************
From Email: *********************** To: Subject: More Information Date Sent: 8/8/2024 9:09:00 AM Date Read: 8/13/2024 7:39:39 AM Submitted w/ Complaint: Files listed above be visible when complaint is viewed online.Attachments: I see that I have 2 choices, accept or decline. How do I ask a question before choosing either?
Is this going to be applied back to the two cards used ($45 on each) or will the $90 be placed on one of the cards?
Also, can this stay opened until the refund is actually received?
Sincerely,
***********************Customer Answer
Date: 08/14/2024
The refunds were received. It can be closed at this timeInitial Complaint
Date:07/18/2024
Type: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 June 1, 2024 I was approached at a football game and asked to participate in a vacation experience I was not explained a lot of details but I paid for this experience because I was in a hurry and at the time it sounded like a great deal. I was told I could cancel at anytime with full refund. After I got home I did research and decided to cancel and have been trying to get my money back since June 4,2024 with one excuse after another from this company. They have said they were gonna send an email for me to follow to get my money back I still havent received it, the lady in charge has been out of office every time I try to call and talk to her. They report they have tried to contact me by phone but I have no missed calls or messages and they have the right number. I dont know what else to do. They even have sent me more offers on my email and I have talked to them in person where they have offered me more deals but cant give me an answer to how to get my money back.Business Response
Date: 08/02/2024
August 2, 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 due to an issue with the system used to take the initial payment, ******************** had to be forwarded an email to process the refund she is due. Unfortunately, the email address on file was incorrect. As of yesterday, the email address has been updated and ******************** should have received the email which includes the information to process her refund. If she has still not received the email, we encourage her to reach out to our team; we will be sending her our contact information directly via email.
We thank you for the opportunity to be of service.
Respectfully,
****************, Executive Team
Owner Relations Correspondence
********************************************** (Attn: ****************)
Sb/bp
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