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.
221 complaints closed in the last 12 months.

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

Initial Complaint
Date:07/09/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
****** and ***************************** *************************************************** Account# *********** To Whom it May ************ letter is to explain our current situation and why we need to get out of this Westgate Timeshare. When we purchased the timeshare, we were advised that we would be able to use and book time when and where we wanted. This has proven to be untrue as there are lots of restrictions on reservations and travel times. We were given false information related to upgrading and monthly fees. Our current financial situation has changed both of us have experienced changes in our careers which force us to reevaluate our financial situation. We have made several attempts to request other payment options with no assistance or resolve. As a result, this has become an overwhelming financial burden. Therefore, we have no other choice but to stop paying and let the foreclosure process begin.Respectfully,****** and *****************************
Business Response
Date: 07/31/2024
July 31, 2024

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

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

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

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

********************, please be advised that the vague claims presented by Mr. and ***************** lack enough specificity to allow us to research them, as the consumers have participated in six (6) different timeshare purchases and presentations since 2016.

Notwithstanding, with respect to their concerns regarding their contracted usage, please be advised that our records indicate that on December 17, 2022, Mr. and ***************** purchased a VALUE-Season Week in a 1-Bedroom Deluxe Villa for annual use, with the first occupancy in 2023, at the Westgate ************************************* & ***********We wish for Mr. and ***************** to keep in mind that they purchased under the Floating Use Plan for reservations, wherein they do not own the use of a specific unit, but rather a certain unit type, based on availability. Therefore, they have the right to occupy their villa at their home resort during their current year and season of ownership without being charged additional fees.Furthermore, we ask for them to understand that all booking of floating use travel is based on availability.

At the conclusion of our research, Westgates position is that Mr. and ******************* contract is valid and enforceable. We wish the consumers to know that we truly regret to read of the struggles they are currently facing. While their contract is valid and we are unable to provide cancellation, we wish to assure them that Westgate is here to help. We encourage Mr. and ***************** to contact our ******* Services Team at ************** for further assistance. While they do not provide contract cancellation services,they are committed to helping them. They will explore options that *** be available to Mr. and ***************** to assist them with bringing their account current while keeping in mind any financial difficulties they *** have.

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/bp
Initial Complaint
Date:07/09/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We were introduced to Westgate through friends who are timeshare owners, offering us a 3-day/2-night stay for $99 upon attending a sales presentation. During the lengthy and high-pressure meeting, which lasted over three hours, we repeatedly declined their offers but eventually signed a contract under duress. The terms included monthly payments of $185 and a supposed "free" cruise.Since our purchase, we have been unable to utilize the timeshare due to perpetual unavailability. Similarly, the promised "free cruise" is never accessible when we can travel. We were misled into believing these offers were time-sensitive and essential to accept immediately, without full disclosure of terms, including a credit card with an exorbitant APY rate.To our dismay, after signing, we discovered that even the sales staff were skeptical of timeshare ownership, which they admitted is costlier than alternative accommodations. Attempts to cancel our agreement were unsuccessful despite assurances from Westgate, leaving us burdened with financial obligations and no benefits.Despite assurances during the sales pitch that owners have priority booking and no blackout dates, we consistently find availability issues when attempting to book vacations. This contradicts the representations made to us and renders our ownership virtually useless.Given these circumstances, we demand the cancellation of our contract with Westgate and a full refund of all fees paid, including mortgage payments and maintenance fees. We are deeply disappointed by the misleading sales tactics and subsequent lack of customer support.
Business Response
Date: 07/30/2024
July 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.

*******************, please be advised that Westgate has repeatedly responded to the same concerns presented by ************ on multiple occasions, and our position remains unchanged. For your convenience, you may find a copy of our most recent response below.

While we are appreciative of ************** concerns, we are here to help. We again encourage him to contact our Contract Mediation Team at ************** for further assistance regarding his ownership.

Thank you for the opportunity to be of service.

Respectfully,

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

Sb/am

July 15,2024

******* and *************************
******************************************************************************

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

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

Dear Mr.and *************,

We are in receipt of your most recent correspondence. Please excuse any delay in our response, as we wanted to ensure that the matters you raised received thorough and careful consideration. Our response follows below, along with additional copies of any contract documents mentioned herein.

We regret to read that you felt that our previous responses were dismissive, contrived,or generic as that was clearly not our intention. Please understand that our responses address your concerns based on our established processes and are guided by standard commercial practices, taking into account the interests of all our owners. When an owner's request conflicts with those standards it receives an appropriate answer, which may be similar to those given in response to other requests of the same nature. The fact that our responses are consistent does not make them scripted.

With the above understanding in mind, please allow us to apologize once again if you felt uncomfortable at any time during your attendance at the timeshare tour and sales presentation. Be advised, that you were not required to remain for more than 90 minutes at the sales tour in order to receive the offered incentives.Because discounted purchase opportunities of a first come, first served nature are presented to you, the sales staff may convey some urgency depending on the available inventory, as all units are simultaneously available to all attendees and therefore, cannot be set aside without a firm commitment from a purchaser,but you were never under an obligation to purchase. It would have been up to you to inform Westgates staff of any discomfort, including with the terms of the purchase, and to discontinue the meetings if your concerns were not addressed to your satisfaction.

While we are cognizant of your claims concerning the financial terms of your purchase,the Closing Disclosure, Note, and Contract for Purchase and Sale (Contract) documents provided you with sufficient specific financial information to make an informed decision concerning the terms and affordability of your purchase. In particular, please refer to the Westgate MasterCard Approval document, which shows the basic terms agreed to by you,including the interest rate being charged. It was your responsibility to review these documents and ensure that the purchase would fit in with your financial circumstances. Otherwise, you could have refrained from proceeding with the purchase or sought new terms, as the final buying decision was fully yours.

Therefore,we look to the written documents signed and initialed by you as the definitive expression of your understanding of the purchase transaction. Accordingly, they supersede any alleged contradictory verbal statements.

Please allow us to clarify any confusion about your rights as resort owners by going over the exclusive rights and benefits bestowed upon you as set forth in your contract documents. On July 14, 2017, you purchased biennial use of an All-Season Week during even-numbered years in a 1-Bedroom Villa, with first occupancy in 2018, at Westgate **********************************************. Be aware that if you use your week at your home resort in your occupancy year and season, there would be no additional fees charged when booking your reservations. However, if you book your week outside of your ownership (e.g.,when you book your week at a different resort, in a different year, or during a different season), additional fees may apply, whether the exchange is made through ********************** (II) or through the Westgate Resorts Internal Exchange Program. Also, note that reservations are based on availability, so to improve the likelihood of securing their desired dates,Westgate allows owners to book reservations up to eleven (11) months in advance of travel.

Mr. and *************, with respect to your complaint about not being able to take advantage of a promised free cruise, once again we ask you to provide specific information concerning this matter, as we are unable to address it without it.Please keep in mind that Westgates contractual obligations are confined to the provision of your occupancy week as discussed above.

In conclusion, it is Westgates position that you received full and fair disclosure of all pertinent contract terms on the date of 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 and enforceable, and will not be cancelled.

Your disagreement with our responses will not change our position, as we are not required to offer you any form of release options once the rescission period has lapsed. Accordingly, we urge you to contact our ***************************** at ************** for assistance bringing your account current.

Respectfully,

Executive Team
Account Services
*******************************************
**********************************************

Bp/am
Attachments
Customer Answer
Date: 08/09/2024

Complaint: 21962547

I am rejecting this response because: We want to request the cancellation of our timeshare contract with Westgate. Our experience with Westgate has been nothing short of disappointing. During the initial presentation, we were misled by a young saleswoman who, despite pitching the benefits of the timeshare, admitted she didnt own one herself and found traveling cheaper through ******* Her pressure tactics were coupled with a colleagues dismissive remark about the timeshare being more about selling than buying, which we had previously addressed in a letter. This only underscores our frustration with Westgates blatant focus on profit over customer satisfaction. Despite our immediate attempt to cancel post-presentation and assurances from your staff, the cancellation was never processed. Moreover, we were assured of guaranteed reservations as owners, but we frequently find that non-owners can book rooms at lower rates, while we struggle to secure availability. The ongoing mortgage and maintenance fees for a service we cant use are unreasonable. Given these issues, we firmly believe Westgate has acted unethically and unprofessionally, and thus, it is only fair that our contract be canceled and our money refunded.

Sincerely,

***********************
Business Response
Date: 08/15/2024
August 15, 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 the verbal allegations presented by ************ regarding both the sales representativesactions as well has his concerns regarding rescission. As such, our position remains as previously stated, Regarding the alleged actions of the representatives and calling the resort to cancel, these are verbal claims. Without more specific information and documentation to support we cannot adequately research this claim.

As for ************** claim that it is cheaper to book rooms as a non-owner, please allow us this opportunity to clarify ************** ownership. Our records indicate that on July 14, 2017, ************ purchased an ALL-Season week in a 1-Bedroom Villa for use during the Even-numbered years, with the first occupancy in 2018, at the Westgate ************************ Resort. We ask for ************ to keep in mind that he purchased under the Floating Use Plan for reservations, wherein he does not own the use of a specific unit, but rather a certain unit type, based on availability.Therefore, he has the right to occupy his villa at his home resort during his current year and season of ownership without being charged additional fees. As all reservations are based on availability, to improve the likelihood of securing desired travel dates, Westgate allows owners to book reservations up to eleven (11) months in advance of their travel dates.

With this in mind, we ask ************ to understand that at each property, there are two allotments of inventory: sold and unsold. The Developer pays the *** on all unsold inventory just as owners, such as the consumer,pay the *** on sold inventory. Because of this, the Developer and owners have control of the usage rights, which allows them to rent, sell, or use the property in any way they see fit based on availability. That being said, the Developer has the right to and chooses to use his unsold allotment to promote growth and offset costs by offering discounted vacation packages and rental stays. However, to be clear, this unsold inventory in no way affects ************* sold allotments availability. Furthermore, ************ is able to book from an owner-exclusive pool and is entitled to rights and benefits that are solely offered to our owners.

Ultimately,Westgates position is that our position remains unchanged, and ************** contract remains valid and enforceable. While we are appreciative of his concerns, Westgate is available to help. We again encourage him to contact our Contract Mediation Team at ************** for further assistance regarding his ownership.

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/am
Customer Answer
Date: 08/16/2024

Complaint: 21962547

I am rejecting this response because: It's been FOUR years already and we have not been able to take advantage of any of the "perks". Despite trying to obtain a reservation by trying months ahead, we have been unable to book a reservation for both years of ownership. What is the point of owning a timeshare if you cannot get the dates you are available to travel, even when trying to book months in advance, exactly? Its bizarre and illogical. we wanted to go on vacation with my friends, who were able to book reservations through an online travel website with zero issues. And here we are paying thousands of dollars for absolutely nothing. This is enough we want to be released am at an age where I can not be stressed out with a relationship with a company that does not serve me. In the past, we have hoped that you can assist us in releasing us from this contract along with the return of all the money we have spent. This is by far the most disappointing, taxing, and mentally draining experience of my life. We are done asking we demand to be granted a full cancellation of this contract. we are at our wit's end.

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.

*******************, 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. While he may not agree with our responses, Westgate has addressed ************** concerns, and absent documentation that would negate his signatures, Westgates position remains that his contract is valid, legally enforceable, and will not be cancelled.

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

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/sp
Customer Answer
Date: 08/22/2024

Complaint: 21962547

We have been writing Westgate for almost three years asking to be released from this contract. We have clearly explained our reasons for this request. Despite receiving our requests in writing twice, we have only received the same scripted response each time. This pattern of disregard is nothing short of appalling customer service. Since we entered into this contract in 2019, we have faced numerous issues, starting from the pressure-laden presentation that lasted much longer than the just under an hour we were promised. This misleading representation was just the beginning of a series of false promises and deceptive practices. Since the purchase, we have been unable to use the timeshare due to the lack of availability. The supposed free cruise has also been unavailable when we could travel. We were warned that if we did not accept the offer then, we would face a significant price increase. Despite our inability to provide the down payment at the time, we were offered a credit card with high-interest rates, which we only discovered after approval and returning home. The terms and conditions of this credit card were never disclosed to us during the meeting, and we would never have proceeded if we had known the exorbitant interest rates. After four years, we have yet to benefit from any of the supposed perks. We have tried booking months in advance, but have been unable to secure a reservation. It is beyond frustrating to be unable to use what we have paid for while others can easily book reservations through online travel sites. We are fed up with this situation. We are at an age where we cannot afford to be stressed by a company that fails to deliver on its promises. Despite our previous requests for assistance in releasing us from this contract and the return of our funds, we have been met with a refusal to cancel. We do not agree with Westgate's position on refusing to cancel our contract. This experience has been the most disappointing, taxing, and mentally draining of our lives. We are no longer asking; we are demanding a full cancellation of this contract and the return of all monies spent. We are at our wit's end and look forward to a prompt resolution.

Sincerely,

***********************
Initial Complaint
Date:07/08/2024
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.
On 05/31/24 , I called over phone and purchased a Vacation package stay at Westgate Villas Resort. The stay consisted of 5 nights , six days in a two ***room Villa. Sleeping arrangements were stated two queen ***** one king *** and one queen sleeper. I was told the total would be $611.95 and $29.99 for Vacation insurance, which i paid $641.90. I was also advised that i needed to call back 5 days before the vaction to confirm my stay , if not i would forfeit my stay. On 06/24/ 24, i called to confirm my stay, at that point i was told i needed to pain additional fee of $97.20 for Resort fees. I paid the fee when checking in to the Resort, at that point i was told if me and my guess wanted to use the water park. It would be $25 per person, it was no biggie we would just use the pools. I went to my Villa the sleeping arrangements consists of one Queen ***, two full ***s and one queen sleeper, not what was promised. That Saturday 06/29/24 we went to ******* and got groceries , put them in the fridge to find out it wasn't working properly. I called the front desk several times, finally someone answered and sent a repair person to supposely correct the problem. The person told us to call at 5:30 pm to the front desk if the fridge still didn't work properly, he got there at 3:30 pm. When i called the front desk and informed them about the problem , they them sented someone with huge bag of ice to the Villa. The rest of the stay the fridge never worked properly no ice maker and semi warm liquids.
Business Response
Date: 07/19/2024
July 19, 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 Westgate has been in contact with the consumer, and we are pleased to inform you that an amicable resolution has been reached.

You may consider this Westgates response. Thank you for the opportunity to be of service.

Respectfully,

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

Sb/am
Customer Answer
Date: 07/19/2024

Complaint: 21945269

I am rejecting this response because:
I dont feel a upgrade would be appropriate considering I paid $400 more for a update to begin with
Sincerely,

*******************
Business Response
Date: 07/31/2024
July 31, 2024

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

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

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

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

*******************, we are sincerely disheartened to read of ****************** dissatisfaction with Westgates offered resolution.

While **************** has not provided any additional allegations for our review, please be advised that after further review of her original claims with our *************** team, we wish to encourage **************** to report any similar issues if they arise in the future to our security team while at the resort.

Notwithstanding the above, please advise **************** that our previously offered compensation of an upgrade still stands and will be honored if she decides to utilize it.

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/bp
Customer Answer
Date: 07/31/2024

Complaint: 21945269

I am rejecting this response because:

Sincerely,

******************;
Im tried this way to which no solution I was offer was acceptable. I will take the matter up with my Credit Card at this point. Thanks again for the assistance
Initial Complaint
Date:07/05/2024
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.
Description of complaint:This complaint of bad business practices that I file against the company WESTGATE LAKES LLC (Lagos Westgate I 2600 2654/29W), is based on the obvious violation of the Florida Unfair and Deceptive Trade Practices Act and the Florida Statutes of 2023 Section ******* F.S. and ******* F.S., of which I have been a victim by this company,because they used lies and took advantage of their dominant position to make me make a mistake based on incomplete and inaccurate information that led me to sign a TIMESHARE CONTRACT. The foregoing is in accordance with the following: On August 9, 2023, I was on vacation with *****************************************, also a Colombian citizen, and with other friends at the Orlando **************, when we were approached by a Westgate advisor who had a point of attention in this place. The advisor asks us if we live in the U.S., and if Mrs. ****** ******** was my partner, to which I answer that we do live in the U.S., but that we are not a couple. Faced with this response, the advisor induces us to an improper act, since he suggests that we say that we are a couple to achieve a benefit that Westgate was offering, which consisted of attending a meeting saying that we were a couple and thus receiving the sum of USD 175 dollars for going to see a hotel and an invitation to a buffet breakfast that took 30 to 40 minutes. Faced with the tempting proposal and the emphasis that by accepting they were not obliged to contract any service with them, we accepted and provided the personal data to be collected the next day in "Uber" at the hotel where we were staying....... Continued in document annex.....
Business Response
Date: 07/19/2024
July 19, 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 Mr.Giraldos concerns. We ask for him to understand that full disclosure is not required to be done verbally, even though we confirmed for him that the majority of what he is challenging was.

Ultimately,full and fair disclosure of all purchase terms, including the maintenance and taxes (M&T) obligation and membership terms for ********************** (II),were provided on the day of sale. As such, Westgates position remains as previously set forth. As a courtesy, we will be sending an additional copy of Westgates previous response to the Florida ************************ directly to ****************** at the email address on file for his review.

While we are appreciative of his concerns, we are here to help. We encourage ***************** to contact our Owner Benefits Team at ************** for further assistance with his account.

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/am
Customer Answer
Date: 08/12/2024

Complaint: 21947279

I am rejecting this response because:

Sincerely,

********************************
Customer Answer
Date: 08/15/2024
Dear *********************************,
I would like to clarify that the reason for my rejection of the response given by Central Florida Investments (Westgate), is because that company has been untruthful in each assertion, because the information they provided me to make me agree to sign the timeshare contract, was because it was a stable investment for me. and that was the only reason why I accepted, because I was not interested in the issue of vacations since I am always working, but I was interested in generating more income and that was what they told me, and I saw it as an investment, if it were not I would not have accepted because I do not have economic capacity, right now I am borrowing to be able to pay the installments. In that sense, I believe that they have used unfair practices based on deception to confuse the consumer and that should be controlled by the law of this country.

I need your help to know what step I should take to achieve the termination of the contract. I am willing to lose the money I have already paid, but I am not able to continue paying the loan installments, or the maintenance fees of a property that I cannot use because I am always working.
I look forward to your response and the help you can give me.
Thank you.
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 ********************* complaint.We thank you for the opportunity to respond.

Regarding Mr. ******** concern with possibly earning commissions, as he is a Travel Partner Program (TPP) member, we encourage him to reach out to our ************** for assistance earning commissions as many other partners are doing. They can be reached at **************.

As for the remainder of Mr. ******** claims, please be advised that unless ***************** can provide verifiable documentation to refute what was clearly disclosed and executed on the day of sale, his contract remains valid and enforceable.

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

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/am
Customer Answer
Date: 08/21/2024

Complaint: 21947279

I am rejecting this response because:

Dear *********************************, I would like to inform you once again that I reject the answer given by Westgate, because it has been untrue in each answer. I insist that this company has used unfair practices based on deception to confuse the timeshare consumer.

I need you to advise me on the actions I must take to achieve the termination of the contract. I'm willing to lose the money I've already paid. But I can't continue to pay the loan installments, or the maintenance fees of a property that I can't use because I'm always working.
I look forward to your response and the help you can give me.
Thank you.

Sincerely,

********************************
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.

*******************, please advise ****************** that simply disagreeing with our response does not operate to invalidate it. As such, Westgates position remains that his contract is valid and enforceable.

While we are appreciative of his concerns, Westgate remains available to help. As one of Westgates main goals is to assist owners in realizing the full potential of their vacationing asset, we encourage ****************** to reach out to our **************** Team at ************** / Option 4 for further assistance.

Respectfully,

****************, Executive Team
Correspondence
********************************************** (Attn: ******************************
Customer Answer
Date: 08/29/2024

Complaint: 21947279

Dear *********************************,I would like to inform you once again that I reject all the answers given by Westgate, because they have been untruthful in each of them. I insist that this company has used unfair practices based on deception to confuse me and make me sign a timeshare contract that I was not able to pay.
Not being more, I inform you that I am willing to initiate if necessary a legal process to achieve the termination of the signed contract. I am also liable to lose the money I have already paid, if they accept the immediate termination of the contract.
To date I am not able to pay the loan installments, nor the maintenance fees of the property, so I thank you for providing me with effective help and not continue to wear us down in the responses of Westgate, which have always refused to provide me with a way out of this contract.
I look forward to your response and the help you can give me.
Thank you.

Sincerely,

********************************
Initial Complaint
Date:07/05/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A Time Share deed proposal was signed off for, with sales agents of Westgate ******************************** They initially market the product to us as ownership of a condo on their resort, with the option to earn by renting. They drastically reduced the price to make it attractive, with a down payment plan in place. I advised that the most I could make in payment now is $1000 from my checking account. They offered a credit card which I originally declined, but was told that I would need it. To my understanding a credit card is no harm if it is not being used so I went ahead and signed. After signing said card, they went ahead and completed a transaction towards the down payment for $2000 immediately. Everything was going by so quickly and it never dawned on me that this card was charged even before I knew of approval or getting the actual card.The proposal was signed at Westgate ******************************* in ********* on 06/27/24 and within 24 hours they were called to request the cancelation of the proposal, refund to checking account and credit card payment returned. A total of six individuals including those that completed the deed was contacted. We requested the cancellation with all refunds returned, but we got the run around until one manager agreed that the proposal can be canceled in writing within 3-5 days.On 06/28/24 all coupons, gift cards, tablet and items they gave us were returned along with our signed written request through our local post office. **** delivered a written request to cancel the account on 07/01/24. A follow up call was made to the agent that completed the transaction, who rudely said to call corporate to cancel then hung up on me.
Business Response
Date: 07/19/2024
July 19, 2024

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

RE:Peta-Gay ********
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 ******************** rescission request has been processed and the account has been cancelled and refunded accordingly. She is no longer the owner-of-record, and has no further contractual obligations to Westgate Resorts.

We thank you for the opportunity to be of service. Our hope is that ******************** will remember Westgate Resorts for his future vacation needs or if he considers vacation ownership in the future.

Respectfully,

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

Ak/am
Customer Answer
Date: 07/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Peta-gay ********
Initial Complaint
Date:07/05/2024
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.
ChatGPT Certainly! Here's a shorter version of your request:Subject: Request for Cancellation of Timeshare Contract Dear Westgate Resorts,I am writing to formally request the cancellation of my timeshare contract due to unethical practices and high-pressure sales tactics used during the sale. Specifically:The presentation extended well beyond the promised time of one hour, lasting over three hours.Despite expressing my lack of interest multiple times, the sales representative persisted aggressively.I was in a financial situation that made it clear I couldn't afford the timeshare, which the representative was aware of but disregarded.Important details such as maintenance fees were not transparently disclosed.False promises and misrepresentation regarding the property and rental profits were made.Given these issues, I request the cancellation of my contract and a refund of all associated fees. Please consider this request at your earliest convenience.Sincerely,*****************************
Business Response
Date: 08/06/2024
August 6, 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 about Westgate, please know that Westgates position remains unchanged. As such, we will be forwarding 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 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 *************************** 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
Owner Relations Correspondence
Westgate Resorts
**********************************************

Ak/am
Initial Complaint
Date:07/05/2024
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.
ChatGPT To whom it may concern,We previously sent a letter earlier this year without receiving a response, which unfortunately aligns with our experience with your company. We attended a presentation in 2019 as existing Westgate timeshare owners, having no intention to purchase further. Despite this, due to a reservation issue, we were coerced into attending a presentation where ******************* convinced us to upgrade, claiming false benefits such as rental profits, frozen fees, and easy resale options.Given the misrepresentation and subsequent financial burden, exacerbated by personal distress at the time, we insist on being released from our contract immediately. Please provide the necessary paperwork to facilitate this process promptly.Sincerely,********************* and *************************
Business Response
Date: 08/07/2024
August 7, 2024

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

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

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

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

Please be advised that Westgate has no record of receiving any form of correspondence from **************** and ************** earlier this year. Nonetheless, we had received their correspondence last year and sent out a response to **************** and ************** on August 21, 2023.This response addressed the same concerns they have presented here and our position on these matters remains unchanged. As such, please see the attached copy for your review. Please keep in mind that we will also be issuing a copy directly to **************** and ************** via the email on file.

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

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

Respectfully,

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

Ak/bp
Attachment: Westgates Previous Response
Initial Complaint
Date:07/01/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
During my visit to Westgate *********************************** in **********, **, from September 22nd to September 30th, 2022, I was approached at The 3 Bears Gift Shop in ************ and invited to a 90-minute presentation in exchange for attraction tickets and other perks. Despite repeatedly stating my fixed income and age (over 70, which disqualifies me to purchase apparently), the sales team, including *****, *****, and *******************, persistently pressured me into purchasing a timeshare unit. The process, which began at 9 AM and lasted until nearly 5 PM, ended with me agreeing to a unit I couldn't afford. They hastily arranged a loan and withdrew promises of mortgage protection after closing due to my age, leaving me feeling deceived and financially burdened. This experience has severely impacted my ability to enjoy time with my family and manage post-COVID-19 health issues. I urgently request release from this agreement.
Business Response
Date: 07/15/2024
July 15, 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 Westgate has responded to Ms. ***** concerns on multiple platforms. As such, we will be forwarding copies of these responses to ************ via her email address on file.

Ultimately, Ms.***** contract remains valid and enforceable.Nonetheless, we truly regret to read of the struggles she is currently facing.While her contract is valid and we are unable to provide cancellation, rest assured that Westgate is willing to work with her during her hardship. We ask that ************ please reach out to our *************************** at ************** to request a hardship application.Please be advised, she will need to fully execute the application and submit all requested documentation to the address listed on the application. Westgate will not review any applications where supporting documents are missing. Once the application is reviewed, she will be notified in writing of Westgates decision.

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

Respectfully,

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

Ak/am
Customer Answer
Date: 07/16/2024

Complaint: 21926604

I am rejecting this response because:
This is greatly affecting my financial health putting me in economic jeopardy. You are putting me in danger and ask me to spread it out but are fully aware that that won't help my situation. The debt won't change, can you please explain to me how this is any different than sharecroppers. This is exactly the same situation of something that was made illegal many sharecroppers remained in a cycle of debt and poverty due to low crop prices and high interest rates on credit. How is my situation different? My debt is getting bigger and bigger but my FIXED income is not getting bigger. I urge you to reconsider out of concern for my financial health and understanding that the debt won't change and you keep raising the maintenance fees.
Sincerely,

*******************
Business Response
Date: 07/19/2024
July 19, 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.

Ultimately, Westgates stance on this matter remains unchanged.Nonetheless, as we have previously advised, we urge ************ to reach out to our *************************** at ************** to request a hardship application regarding her current financial situation. She will need to fully complete the application and submit all necessary documentation to the address provided on the application. Westgate will not review any applications where such supporting documents are missing. Once the application is reviewed, ************ will be notified in writing of Westgates decision.

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

Respectfully,

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

Ak/bp
Initial Complaint
Date:07/01/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To whom it may concern I am writing to formally request the cancellation of my timeshare ownership. This is my second letter regarding this matter. For your reference, I have attached a copy of my initial communication dated 03/27/2023 During the sales presentation, I was provided with information that I now believe to be misleading and false. This includes representations about the benefits and features of the timeshare that have not been accurately reflected in my experience. Additionally, I was not made fully aware of the increasing maintenance fees associated with the ownership, which have become a significant financial burden.I believe it is in the best interest of both parties to terminate this arrangement and relieve me of any further financial obligations and responsibilities associated with the timeshare. Also, we want a full refund of any money owed to us.I request that you initiate the cancellation process promptly and provide written confirmation of the cancellation, including any additional steps or documentation required from my end.Thank you for your prompt attention to this matter. I look forward to receiving written confirmation of the cancellation in due course.Sincerely,******* and ***************************
Business Response
Date: 07/18/2024
July 18, 2024

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

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

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

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

Please understand that Westgate has previously addressed Mr. and Mrs. ******* claims and our position remains unchanged. As such, we will be forwarding copies of our previous responses directly to their email on file so they may further review them.

Ultimately,absent verifiable documentation to negate what the owners executed at the time of sale, Mr. and Mrs. ******* contract remains valid and enforceable. We understand that it can be frustrating to learn their contract cannot be cancelled; however, please know that we do want to help them. 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 Mr. and ***************** please contact our ***************************** by phone directly 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
Owner Relations Correspondence
Westgate Resorts
**********************************************

Ak/am
Initial Complaint
Date:07/01/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been with Westgate for about 5-6 years. June 8th 2024 I ungraded to another timeshare (account number ************. When meeting with them I found that they lied to me about how much it would all cost me and didnt tell me that I would have to pay $7,800 before October 6th 2024 before I get the 0% interest that I was told that I would get they only told me about the $1,700 that I would pay as my down payment not telling me about the other down payment I would have to pay at $6,400. There is no way I can afford $2,000 a month and would never agree to that. I tried to cancel but they wouldnt let me because Im past the ******************************************************************************************************************************************* so I am reporting them to you.
Business Response
Date: 08/13/2024
August 13, 2024

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

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

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

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

*******************, please allow us to clarify that a review of the recorded closing indicates that ********************** stopped the signing due to not hearing mention of the 0% option for thirty-six (36) months that had been discussed. After a call to the sales representative, the option was added to the deal.

To be clear, ********************** refused to move forward with the purchase until he saw the Option Letter in a paper copy and on his electronic document set. The Option Letter's terms were clearly disclosed. With this, ********************** chose to execute the necessary contract documents and opted to move forward with the purchase accordingly. Ultimately, Westgates position is that the contract is valid and enforceable, with or without ********************** choosing to move forward with the 0% option he was given.

As we continue to deeply value ************************ relationship with Westgate Resorts and remain committed to providing him with the highest level of service, we encourage him to reach out to our department referrals as they aim to provide owners with direct assistance with their accounts. For further assistance with his Westgate account, we ask that ********************** please contact our ************************** by phone, at **************.

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: 08/13/2024

Complaint: 21922620

I am rejecting this response because:
I was told, via their response, to contact their owner relations. I did just that and I was told that their position has not changed. I think this is absolutely ridiculous that they do people like this probably on a daily basis. I want to go forward seeing how I can either cancel this contract, of $2,000 a month for 4 months which is a ridiculous amount for anybody, or go forward with the $1,700 down payment for 0% interest like I was originally told by the sales representative.

Sincerely,

*****************************
Business Response
Date: 08/19/2024
August 19, 2024

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

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

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

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

Please allow us to clarify that the referral to Owner Benefits was in no way meant for him to be provided our position as that was made clear as part of our previous BBB response. The referral was meant to direct him to the correct department to move forward with the option as presented in the paperwork, or to bring the account current without proceeding with the option. To be clear Westgate will not be honoring either option presented by ********************** in his rebuttal to the BBB. The contract remains valid and legally enforceable.
Upon review of his recent complaint, ********************** has presented no new allegations.While he may not agree with our response, our stance remains as previously conveyed. As such, his request has once again been respectfully denied.

We thank you for the opportunity to be of service. If any further concerns remain,you may reach out to us at the email address provided below; however, please be advised that any future inquiry of a similar nature will be met with the same response moving forward.

Respectfully,

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

Ak/sp

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