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

648 total complaints in the last 3 years.
222 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:05/13/2025
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.
The sales process misrepresented the ease of booking, the availability of resorts, and the overall flexibility of the timeshare. We entered into this agreement under the impression that using the timeshare would be simple and convenient, yet our experience has been the opposite.We have repeatedly attempted to make reservations, only to find extremely limited availability,making it impossible to enjoy what we were promised. Despite assurances from the sales representatives that we would have an abundance of options and opportunities, the reality has been frustratingly different. We have been left feeling deceived and disheartened by the entire process.Additionally, the unexpected financial burdens, including rising fees and difficulty in selling or exiting the contract, have placed a significant strain on us. When we initially agreed to this purchase, we were not made fully aware of the continual and increasing financial obligations that would persist regardless of our ability to use the timeshare. We have been burdened with payments that far exceed what we expected, making this an ongoing hardship that we cannot continue to bear.Another serious concern is the fact that we were not fully informed about the financial obligation being passed on to our children. This was never clearly disclosed, and we find it deeply troubling that such a long-term burden was not made explicitly clear at the time of purchase.Had we been given complete and transparent information about the long-term implications,including the potential inheritance of debt, we never would have entered into this agreement.This omission of critical details is unacceptable, and we believe it is further justification for the cancellation of our contract.
Business Response
Date: 06/03/2025
June 3, 2025

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

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

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

Mr.********* 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 previous response to Mr. ******* via the email 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 the account.

We thank you for the opportunity to be of service.

Respectfully,

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

Ak/bp
Initial Complaint
Date:05/09/2025
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.
Date: February 13, 2025 Name: ********* ************ ******** Contract #: 30585156133-000
Business Response
Date: 05/27/2025
May 27, 2025

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

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

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

Mr.********, please be advised that our records indicate that Westgates response addressing these concerns was emailed to Mr. ******** and Ms. ***** on April ******. As such, please find an additional copy uploaded along with this response for further review. Keep in mind that Westgate's position remains unchanged,and Mr. ******** and Ms. ****** contract stands valid and enforceable.

While Westgate is unable to control whether Mr. ******** and Ms. ***** choose to accept our offer of help, we again reach out to assist them. For further assistance with their account, we ask that Mr. ******** and Ms. ***** please reach out to our *************************** directly at **************.

We thank you for the opportunity to be of service.

Respectfully,

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

Ak/sp
Attachment
Customer Answer
Date: 07/01/2025

Complaint: 23308857

I am rejecting this response because:

Sincerely,

**** ********
Initial Complaint
Date:05/06/2025
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.
In June 2020, I purchased a timeshare at Westgate Lakes in Florida. In November 2023, I was pressured into switching to Westgate ************** in ********* with the promise of a better room, access to all Westgate locations (including ***), and international travel. I later found out these promises were false. I was not told that I would have to pay for another program to travel internationally or that access to other resorts was restricted.I was also told I had 30 days to cancel, but when I tried to do so, I was informed it was only 10 days. The representative failed to follow up as promised. I reached out by text, but no proper support was given. Additionally, my mother never signed anything, yet the contract was pushed through anyway.I was never told the timeshare was non-deeded. I thought I was buying real property. This was a major detail that was left out and misled me into signing something I did not fully understand. I also noticed the interest rate kept changing, and despite making payments, my balance ($19,541) has not decreased. This has left me in debt for something I cant ****** make matters worse, I was previously scammed by a resale company called **** Vacation. I lost $2,000 trying to sell the timeshare. Since then, *** received constant scam calls from companies offering to help sell my timeshare, and I believe my personal information may have been leaked. Westgate is the only company with that data.This situation has caused me financial and emotional stress. I am asking for a full cancellation of my timeshare contract, removal of the loan balance, and a refund of all payments made. I want to be released from any legal or financial obligation to Westgate.
Business Response
Date: 05/27/2025
May 27, 2025

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

RE: Neseree Farouk Delkader Fata
Complaint ID # ******** Account # *********** *********

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

First and foremost, please allow us to apologize for any lack of response Ms. **** may have experienced regarding trying to contact the sales representative; however, she can rest assured that her voice has been heard. Additionally, we are truly sorry to read about the difficult situation Ms. **** is currently facing. We are aware that such events can result in hardships in our lives and strive to be of assistance when our owners are confronted by them.

It is Westgates desire that Ms. **** always enjoy her vacation with us, and we will make every effort to meet her needs during her visit. Please know that if she ever experiences any issues during her stay, we encourage Ms. **** to alert the Front Desk staff immediately. Their function is to intercept any potential problems and work toward providing a solution in a timely manner. In addition, we do ask our owners to complete the Maintenance Survey while they are on property. Thoughtful observations from Westgate families, such as Ms. *****, enable us to properly monitor our performance,thereby ensuring that Westgates customer service standards never falter.

To add, we are sorry that Ms. **** may have been taken advantage of by untrustworthy third-party resale companies, and her feelings towards Westgate. If Ms. **** chooses to use the services of a real estate broker, we encourage all resale efforts to go through a reputable performance-based company; one that will charge their fee only after the property is sold. Many companies charge large up-front advertising fees, and there is no guarantee of a sale. Be advised that Westgate is not affiliated with any third-party resale or rental company, nor provides owner information to outside entities.

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, she was never obligated to remain past the agreed-upon time to receive any incentive or to purchase a timeshare. As the consumer, Ms. **** 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. Further, as for Ms. ***** concerns regarding her mother not signing, please be advised that our records indicate the necessary documents were completed in order to release the previous ownership back to Westgate, at the current owners request to have her removed on the day of sale. While they had the option of adding her back to the property they appear to have chosen not to do so. Delayed completion of this process in no way negates the contract executed by Ms. **** on the day of sale.

To offer clarification on Ms. ***** booking concerns, please allow us to briefly explain her ownership and some benefits she has as an owner. On November 6, 2023, ******* purchased an All-Season week in a 2-Bedroom Deluxe Lock-off Villa for use during the Odd-numbered years with the first occupancy in 2025 at the Westgate ************************************* & Water Park. The lock-off unit allows the consumer to either use the entire two-bedroom unit in one vacation period or to split the unit into multiple vacation periods by locking off a portion. Ms. **** also has the right to occupy her unit at her home resort during her current year and season of ownership without being charged additional fees. To improve the likelihood of securing desired travel dates, Westgate allows owners to book reservations up to eleven (11) months in advance of their travel dates. Any reservations outside of Ms. ***** contracted usage rights are considered owner benefits (e.g., exchanges, split weeks, etc.), which are also based on availability and subject to the Westgate Resorts Internal Exchange (WRIE) terms and conditions and are not contractual in nature.

Furthermore, we can confirm that, in closing, ******* was provided a state-mandated rescission period for contract cancellation. This information can be found just above her signature on the Contract for Purchase and Sale (Contract)document. Please know that we will be issuing a copy of this document to *******, via the email on file, so she may review it further. Ms. **** was also provided with clear instructions had she decided to cancel as well as the mandatory timeframe. Because we have nothing on record to show that ******* cancelled within the allotted timeframe, it is Westgates position that the rescission period for contract cancellation has passed; as a result, her request to be released from her contract has respectfully been denied. Westgate has fully complied with its legal obligation by conspicuously stating the mandatory rescission in the fully executed Contract as there is no legal obligation for verbal disclosure of the statutory rescission period. Please recognize that Ms. **** purchased an interest in deeded real estate; deeds are perpetual in nature.

Ultimately, we can confirm that full and fair disclosure of all purchase terms, including the exchange company membership and the maintenance and tax obligations, was provided in accordance with all laws, on the day of sale, for each purchase. This is further confirmed by our review of the recorded closing for not only Ms. ***** current Westgate ownership but also the original purchase as well. Additionally, our records indicate that Ms. ***** interest rate has only dropped as a part of the current deal; however, it was fixed in each deal and in no way fluctuates. With this, the contract, as written, stands valid and enforceable.

We understand that it can be frustrating to learn her contract cannot be cancelled; however, please know that we do want to help *******. It is important to realize that our offer of assistance is something that provides you with additional resources and a choice of whether to accept or decline this offer. While they do not offer cancellation services, our department referrals will provide help to the best of their abilities. For direct assistance with her account, we ask that ******* please contact our ******************************************** at ************** / Option #4.

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

Respectfully,

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

Ak/sp
Customer Answer
Date: 05/27/2025

Complaint: 23288216

I am rejecting this response because:
Thank you for providing Westgates response to my complaint. While I appreciate the acknowledgment, I am not satisfied with the outcome or the explanations provided. I am submitting this follow-up with supporting evidence.

1. Misrepresentation of Rescission Period and Lack of Response
During the sales process, I was told by the representative (*******) that I had 30 days to cancel. I followed up with him by text, but he never responded. By the time I was informed the rescission period was actually only 10 days, it was too late. I have attached screenshots of these messages, including my request to cancel the contract within what I believed was the allowed time.

2. My Mother Did Not Originally SignShe Was Later Pressured
Westgate claimed all documents were completed correctly at the time of sale, but that is not true. My mother did not sign any documents at the time of the transfer in 2023. She was pressured to sign later, in 2024, because she was told she had to sign in order to use the timeshare. That was not part of our original understanding, and it felt manipulative.

3. Poor Room Conditions and Dismissive Customer Service
During my stay, I discovered stink bugs in my room multiple times. When I reported this, the response I received was dismissivetheyre just annoying. Ive included a photo of the bug in my room and the text exchange where I reported it. This reflects low quality and a lack of concern for cleanliness and guest comfort.

4. Pressure During the Sales Process
I felt heavily pressured during the sales presentation and was not given adequate time or clarity to fully understand what I was signing. I left feeling confused and overwhelmed. The sales tactics used were aggressive and emotionally manipulative, especially in how the urgency of the deal was presented.

Given the above, I respectfully request that my timeshare contract be canceled and requested for a refund. I was misled about my right to cancel, pressured during the sale, ignored after reaching out for help, and placed in a long-term financial agreement under unfair and unclear terms.

I am prepared to pursue further legal and regulatory actions if needed, but I am still hoping for a fair and reasonable resolution.

Thank you for your time and consideration.

Sincerely,

Neseree Fata
Business Response
Date: 06/03/2025
June 3, 2025

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

RE: Neseree Farouk ******** Fata
Complaint ID # ******** Account # *********** *********

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

Mr.********, please allow us to clarify that Westgate communicated that the mother completed the necessary documents for the Quit Claim Deed (***)process to be completed; the day of sale reference was specific to the daughter, Ms. ********* specifically asking for her mother to be removed from the contract documents altogether on the day of sale. The mother later completed the *** necessary to release the original property from her name. This secondary process has no bearing on the contract the consumer executed on the day of sale as advised.

That being done, please be advised that Westgate has previously addressed the concerns presented and our position remains unchanged; absent Ms. ******** providing supporting documentation for her claims of communication within the full disclosed rescission period, the contract remains valid and enforceable.

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

We thank you for the opportunity to be of service.

Respectfully,

****** *., Executive Team
Correspondence
*********************************************************************************************************************************** (Attn: ****** ****************
Customer Answer
Date: 06/04/2025

Complaint: 23288216

I am rejecting this response.
Dear ****** *. and the Executive Correspondence Team,

Thank you for your response. I respectfully disagree with your position and would like to clarify and reiterate my concerns:

Misrepresentation of Rescission Period On the day of sale, I was told by your sales representative that I had 30 days to cancel. Believing this was accurate, I followed up shortly after the sale. If I had been correctly informed that the rescission period was only 10 days, I would have acted differently. This false information was a direct factor in my decision to move forward.
Mothers Name and False Claims Made During Recorded Sales Call During the recorded sales presentation with your representative, *******, I clearly asked to have my mother removed from the contract. ******* stated that if anything were to happen to her, the timeshare would automatically be paid off and I would just need to call in. I relied on this statement. However, nearly two years later, I was told that I couldnt use the timeshare unless my mother signed more paperwork. This completely contradicts what I was told during the sale and is clear misrepresentation.
Lack of Guidance and Sales Rep ******** Follow-up I attempted to follow up with *******, but he stopped responding after the sale. Ive included screenshots of these unanswered messages in the attachments.
Scam Exposure and Data Breach After this transaction, I began receiving timeshare resale scam calls and emails. I was contacted by fraudulent companies that had my contract information, and I fell victim to one of these scams. This clearly suggests that my information was shared or sold by Westgate or a connected party.
Poor Property Condition I have also included a photo of a stink bug found in the unit a small but symbolic example of the poor quality that contrasts with what was promised.

I have attached the following supporting materials for your review:

Attachment A: Screenshots of texts with ******* showing unanswered messages
Attachment B: Two examples of timeshare-related scams and fraud attempts
Attachment C: Photo of unit condition (stink bug found inside)

These documents support my claim that I was misled during the sales process, my privacy was compromised, and my concerns were ignored. Given all of this, I am requesting that Westgate terminate my contract entirely or provide a full resolution. If not, I will continue my case through the Florida Attorney General, DBPR, FTC, and CFPB.

Sincerely,
Neseree Fata

Customer Answer
Date: 06/04/2025

Complaint: 23288216

I am rejecting this response because it ignores the core issue of misrepresentation and deceptive sales practices that occurred at the time of the contract signing. I was explicitly told by the Westgate representative that I had 30 days to cancel, which is clearly documented in the text messages I submitted. I relied on that false information and attempted to cancel the agreement based on what I was told only to later discover that the actual rescission period was only 10 days.

Their refusal to acknowledge or take responsibility for their agents false claims shows a lack of accountability. The fact that I was misled into a binding contract under false pretenses qualifies as fraud and deception. This issue is not simply about paperwork its about being tricked into signing something I never fully understood due to high-pressure tactics and misinformation.

Additionally, I am awaiting responses from the Florida ************************* *************************** office, DBPR, CFPB, and FTC. Until this matter is fully investigated and resolved, I do not accept Westgates denial of responsibility and will continue pursuing cancellation and a refund.

Sincerely,

Neseree Fata
Initial Complaint
Date:05/06/2025
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 are filing this complaint regarding deceptive sales practices by Westgate ************* We purchased a timeshare in Orlando, ** under misleading and high-pressure circumstances. We were promised a short 90-minute tour in exchange for a discounted stay. Instead, we were subjected to over two hours of intense, chaotic sales pressure, while our children waited unattended. Despite our repeated objections, we were coerced into signing a contract by promises of profit through easy rentals and supportnone of which proved true.We were never clearly informed of our legal right to cancel the contract within a rescission period. We only learned about it after returning home and researching on our own. When we contacted Westgate, they told us the cancellation window had passedeven though we could not locate clear terms in the paperwork and were never informed verbally. Since then, our monthly fee has increased from /$250 to /$320 without explanation, adding to our financial hardship.We have never used the timeshare. The booking system is confusing, and the product was never compatible with how we vacation. We feel misled, manipulated, and stuck in a contract we did not freely or fully understand. This has caused undue stress, financial strain, and emotional harm. We respectfully request that the BBB investigate and that Westgate refund our /$1,799 deposit and cancel the contract.Sincerely,***** and ******* *******
Customer Answer
Date: 05/13/2025
Hello,

Can you please be specific in providing the reason my claim was closed.
This is not a duplicate complaint, there was no inappropriate language.

I provided that I purchased with Westgate Resorts, DBA Central Florida Investments
Westgate Palace L.L.C.
Member # WGDB73147FXL
Contract # 25621411526-015

so if you could assist me it would be appreciated.

Sincerely,
Erric Johnson.
Customer Answer
Date: 05/15/2025
Hello,
Then I would like to submit a complaint so that I can work with the business to resolve this matter.
Business Response
Date: 05/21/2025
May 21, 2025

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

RE:
Erric Johnson
       Complaint ID # 23292408 – Account #25621411526 – CS0523694

Dear
Mr. Irizarry,

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

Mr.
Irizarry, the concerns Mr. Johnson has brought to our attention are too vague
for us to currently respond to. As such, we ask that he submit additional
information via the Better Business Bureau forum or our direct email address below.
We also encourage Mr. Johnson to submit any supporting documentation he may
have to hold his claims evident, at his earliest convenience.

We
thank you for the opportunity to be of service.

Respectfully,

Aidan K., Executive Team
Correspondence
Westgate
Resorts
[email protected]

Ak/sp
Customer Answer
Date: 05/29/2025

Complaint: 23292408

I am rejecting this response because:

To Whom It May Concern,

We are writing in response to Westgate Resorts’ statement that our concerns are “too vague” to address. We find this response deeply frustrating and dismissive. We have submitted multiple detailed letters outlining specific dates, locations, account information, and a clear description of what occurred before, during, and after the sale of the timeshare associated with Contract #25621411526-015 and Member #WGDB73147FXL. To now claim that our concerns are unclear or unsupported is inaccurate and unfair. It appears Westgate is choosing to ignore the facts rather than address the serious issues we’ve raised.

On November 21, 2023, we attended a timeshare presentation at Westgate Palace in Orlando, Florida, under the condition that we would receive a discounted stay in exchange for sitting through a short 90-minute tour. This was clearly stated as the only way to qualify for the promotional rate. What followed was not a “tour,” but a prolonged and aggressive sales session that stretched over two and a half hours. The environment was chaotic—salespeople packed into a crowded room with every table filled, loud voices all around, and ongoing pitches being delivered to other guests standing up because there weren’t enough seats. The pressure was overwhelming and constant.

We repeatedly told our original salesperson that we were not interested, that we had limited time, and that our children were alone and still sleeping in the hotel. These statements were ignored. Instead, we were repeatedly presented with misleading claims about how this timeshare would be a lucrative investment—how it could be easily rented out for profit, and how we’d have dedicated support staff to help us every step of the way. We were even told that we could continue booking vacations the way we always had, through vacation homes, and that owning the timeshare would not interfere with that. These assurances were central to our decision to agree, albeit reluctantly, to a purchase we had made clear from the beginning we did not want.

Once we agreed, the process only got worse. We were taken to another room, where our salesperson told us she couldn’t go in with us anymore and encouraged us to "just agree to everything" so we could leave quickly. At that point, we were exhausted, stressed, and simply wanted to return to our children. We were rushed through pages of paperwork, and none of the verbal promises made to us during the sales pitch were reflected in the documents. At no point were we clearly told about our right to cancel, nor was the cancellation window explained verbally. When we later asked about this, we were told the rescission period was in the paperwork—yet we still have difficulty locating or interpreting it. This omission was incredibly significant. Had we been properly informed, we would have exercised that right immediately.

Once home, the regret and confusion deepened. We tried to make sense of how to use the timeshare—whether through Interval International, Westgate’s site, or some other platform—but the process was confusing and frustrating. We were given different login information, and there was no clear guidance on how or when we could actually book our time. As a result, we have never used the timeshare at all—not once. Despite this, Westgate began charging us monthly payments, and then increased our monthly payment from $250 to $320 without warning or explanation. We were never told that this could happen, and we have received no documentation that justifies the increase. This only adds to the financial burden that this timeshare has caused our family.

What’s worse, we later found out that our children could inherit this obligation in the event of our death. This was never explained to us during the sales pitch—not even hinted at. As parents, this is deeply upsetting. We never would have agreed to something that could create a financial burden for our children.

We have tried again and again to communicate with Westgate. On October 21, 2024, November 12, 2024, and again on May 5, 2025, we sent detailed letters to Owner Mediation. We described the misleading statements we were given, the pressure tactics used, the verbal instructions to rush through documents, our inability to use the timeshare, the unexplained payment increase, and our ongoing financial and emotional stress. We have never received a resolution. Westgate’s claim that we have not provided sufficient detail is simply not true.

Westgate also knows that verbal statements are not documented—especially when your own salespeople direct customers not to worry about the paperwork and to just agree verbally. It is no surprise that you would now ask for “evidence” of things that were said to us off-record, when your own team created that dynamic in the first place.

We are not asking for a favor—we are demanding a fair resolution. We were misled, rushed, and denied critical information. We were promised value that does not exist, and we are now left with nothing but confusion, stress, and a growing financial burden. Therefore, we are demanding a full refund of our $1,799 deposit and request that Westgate release us from this contract completely.

We have done our part to explain, document, and follow up. We now expect Westgate to do the right thing. Please take responsibility for the actions of your sales team and resolve this matter promptly and fairly.

Sincerely,
Erric and Melissa Johnson
Business Response
Date: 06/05/2025
June
5, 2025

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

RE:
Erric Johnson
       Complaint ID # 23292408 - Account # 25621411526
- CS0528257

Dear
Mr. Irizarry,

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

First
and foremost, please allow us to clarify for Mr. Johnson that our previous
response in question was in response to the submission, made by Mr. Johnson,
that the Better Business Bureau (BBB) forwarded to Westgate which simply
stated, “Hello, Then I would like to submit a complaint so that I can work with
the business to resolve this matter.” Nothing else was provided to us regarding
this. Westgate will only respond to what is submitted to the BBB and nothing
more. Please find a copy uploaded for further review. Nonetheless, as Mr.
Johnson has now followed up with the additional information requested, we will respond
accordingly.

Mr.
Irizarry, please understand that Mr. Johnson was afforded a recorded closing
wherein the sales personnel are specifically removed in order to allow for uninterrupted
communication regarding what was presented and what was being acknowledged. Additionally,
as we have previously stated, if, at any time, Mr. Johnson felt uncomfortable,
he had the ability to have escalated any concerns to the present Westgate staff
in order to have ensured that his concerns were addressed to his satisfaction.
Additionally, Mr. Johnson was well within his rights, both as a consumer, and
an adult, to have ended the presentation altogether, if his concerns were not
addressed adequately.

Ultimately,
despite Mr. Johnson’s refusal to accept responsibility for his actions, and Westgate’s
position on these matters, he has again failed to provide tangible, supporting
documentation to support his claims, such as the alleged change in monthly
payments amounts, evident.  Mr. Johnson’s concerns provided have in
fact been addressed and Westgate's position remains that, absent the requested
supporting documentation to negate the acknowledgements and terms that were agreed
to and executed on the day of sale, our position remains unchanged, and the
contract remains as valid and enforceable.

While
Westgate is unable to control whether he chooses to accept our offer of help,
we again reach out to assist him. For further assistance with your account,
please reach out to our Contract Mediation Department at 1-800-375-8122.

We
thank you for the opportunity to be of service. Any inquiry of a similar nature
will be met with the same response moving forward.

Respectfully,

Aidan K., Executive Team
Correspondence
Westgate
Resorts
[email protected]

Ak/am
Customer Answer
Date: 06/06/2025

Complaint: 23292408

I am rejecting this response because:

To Whom It May Concern,
We are writing in direct response to Westgate Resorts’ letter dated June 5, 2025, regarding our BBB complaint (ID #23292408, Account #25621411526). Your response was not only dismissive, but also mischaracterized the core of our experience and failed to take any real responsibility for the deceptive and coercive sales process we endured. We are once again demanding a full refund of our $1,799 deposit and a complete cancellation of this contract, which was never entered into freely, knowingly, or under fair circumstances.
From the beginning, we were misled. We agreed to attend what was explicitly described as a 90-minute tour, with the understanding that this was a requirement to access a discounted vacation rate. That timeframe was not honored. Instead, we were subjected to an exhausting and manipulative high-pressure sales presentation that lasted well over 2.5 hours. Despite expressing multiple times that we were not interested in purchasing a timeshare and that our children were sleeping and needed us back shortly, we were repeatedly pressured and misled.
We were told we could use the timeshare to book vacation homes in the same way we always have, that it would be simple to rent it out for a profit, and that there would be dedicated support to assist with everything. These statements were a clear and deliberate misrepresentation of the product. In reality, the booking system is overly complicated, the process for renting is not as advertised, and support has been minimal and ineffective. We were unable to use the timeshare even once because of the confusing access process involving both Westgate and Interval, different login requirements, and a lack of clarity on availability or how the points system works. None of this was explained properly—if at all—during the sales pitch or closing.
The “recorded closing” that you mention as evidence of transparency was yet another layer in the process where we were told to “just agree to everything” so that we could be finished and finally return to our children. At this point, we were mentally and emotionally drained. Your sales team, including our assigned representative, left us with the impression that everything had been worked out and that agreeing would get us out quickly. This wasn’t an open, pressure-free discussion. It was the final step in a process that had already worn down our ability to think critically or feel comfortable asking questions.
Adding to the deception, we were never verbally informed of any cancellation period. This is critical information that should have been front and center during the sales pitch and closing. We only learned of the cancellation window after returning home and doing our own research. Even after reviewing the contract, the rescission period is not clearly or prominently stated in a way that a layperson could reasonably be expected to see or understand under such stressful circumstances.
When we called to cancel, we were told bluntly that the period had passed and that nothing could be done. That, in itself, shows your unwillingness to take responsibility for a process that left no room for true, informed consent.
Furthermore, we recently learned that our monthly payment, originally stated as $250, has already increased to $320—with no explanation, no warning, and no documentation to justify the increase. This is unacceptable and contradicts what we were told during the sales process. Your June 5 letter claims we provided “no supporting documentation,” but we detailed this increase directly in our previous communications. If Westgate is unwilling or unable to explain the sudden increase in charges, this only further supports our claim that the financial terms are unstable and misleading.
Most disturbing of all, we were not properly informed that this financial burden could be passed on to our children in the event of our passing. This was never discussed during the sale, nor is it something we would have knowingly agreed to. As parents, this revelation is alarming and completely unacceptable. We would never voluntarily sign our children up for a lifelong financial burden based on a product that we ourselves have found unusable, overpriced, and predatory in its structure.
Despite your claim that we “refuse to accept responsibility,” the truth is that Westgate has refused to acknowledge or address the unethical way this timeshare was sold to us. We never used the timeshare, never received the promised benefits, and have only suffered financially and emotionally since the purchase. We have every right to demand that you make this right.
Therefore, once again, we are formally demanding the following:
A full refund of the $1,799 deposit.
Immediate cancellation of Contract #25621411526.
Written confirmation that we and our heirs have no further obligation under this contract.
We are not interested in contacting your mediation department to be “assisted” through yet another drawn-out and unproductive process. We have given Westgate ample opportunity to correct this, and you have repeatedly chosen to ignore or minimize the harm caused. We are continuing to escalate this matter to consumer protection agencies, including the Federal Trade Commission and the Georgia Attorney General’s office, until this matter is resolved fairly and completely.
We strongly urge you to reconsider your position and issue the refund without further delay.
Sincerely,
Erric and Melissa Johnson
Business Response
Date: 06/18/2025
June
18, 2025

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

RE:
Erric Johnson
       Complaint ID # 23292408 - Account # 25621411526
- CS0532336

Dear
Mr. Irizarry,

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

Mr.
Irizarry, please understand that Westgate has asked for, and Mr. Johnson has
failed to provide, proof of the monthly mortgage payment increasing to $320.00.
Without this, we are unable to proceed further with this concern.

Please
allow us to confirm that Westgate's documents are approved by, and subsequently
registered, with the Florida Real Estate Commission. With this, full and fair
disclosure of the rescission period was clearly and concisely disclosed in the Contract
for Purchase and Sale document, in a larger font, directly above Mr.
Johnson’s signature in accordance with all laws. An additional copy of this
document will be sent to Mr. Johnson via the email on file. Please keep in mind
that there is no requirement for disclosure to be provided verbally.

Ultimately,
as both a consumer and an adult, the final decision to remain past the agreed
upon presentation time frame, and to subsequently move forward with purchasing,
was solely Mr. Johnson’s. Westgate's position remains unchanged regarding the
remaining claims as we have previously addressed them.

While
Westgate is unable to control whether Mr. Johnson choose to accept our offer of
help, we again reach out to assist him. For further assistance with his
account, we ask that Mr. Johnson please reach out to our Contract Mediation
Department at 1-800-375-8122.

We
thank you for the opportunity to be of service. Any inquiry of a similar nature
will be met with the same response moving forward.

Respectfully,

Aidan K., Executive Team
Correspondence
Westgate
Resorts
[email protected]

Ak/am
Customer Answer
Date: 06/25/2025
Complaint: 23292408

I am rejecting this response because:
To Whom It May Concern,
We appreciate the opportunity to formally respond to Westgate Resorts' June 18, 2025 message regarding our BBB complaint (ID #23292408). We reject their response in full, as it continues to mischaracterize and minimize the serious issues we’ve raised.
First, regarding their claim that we failed to provide documentation of the payment increase—this is false. We have repeatedly stated in writing that our monthly payment was increased from $250 to $320 without any advance notice, explanation, or documentation. Westgate’s deflection here is telling: rather than provide evidence justifying the increase or even acknowledging the burden this caused, they attempt to shift the responsibility onto us. If documentation is “missing,” it is because Westgate never provided it in the first place.
Second, Westgate’s repeated references to what was “legally disclosed” in the paperwork are disingenuous. As we have clearly explained, the environment we were placed in was deliberately high-pressure and confusing. We were repeatedly told to “just agree to everything” to speed things up. No one reviewed the paperwork with us thoroughly or pointed out any critical details—such as the rescission period. The reliance on buried fine print as a defense against clear ethical violations does not absolve Westgate of its responsibility for its misleading sales practices. “Disclosure” means more than printing words on a page—it also means ensuring the customer truly understands what they are agreeing to.
Westgate’s response also fails to address the broader pattern of coercion, misrepresentation, and emotional manipulation that led to this sale. Our objections were ignored, our questions deflected, and we were subjected to misleading claims about the value, usability, and future rental potential of the timeshare. We were rushed through signing with the promise that we could review everything later. That is not consent—that is exploitation.
Furthermore, Westgate’s attempt to place the burden of due diligence solely on us ignores the reality of the situation: we were pressured, misled, and not given a meaningful opportunity to make an informed decision. That is not the mark of a reputable business—it’s the mark of a predatory sales process.
We continue to request the following:
A full refund of our $1,799 deposit
Cancellation and full release from Contract #25621411526
We will not be satisfied with any response that fails to directly address the deceptive nature of the sales process, the misinformation we were provided, and the financial and emotional harm that has resulted. We have already submitted multiple detailed communications to Westgate, outlining every aspect of our experience. To now be told our concerns are “unsupported” is dismissive, inaccurate, and unacceptable.
We respectfully ask that the BBB consider the full context and history of this situation. We are not alone in our experience—Westgate’s aggressive and misleading sales practices have been widely reported. It is our hope that BBB will hold them accountable and not allow this to be quietly swept under the rug.
Sincerely,
Erric and Melissa Johnson
Initial Complaint
Date:05/05/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom It May Concern,On 5/18/2019, we purchased a timeshare at Westgate Vacation Villas in *********, Florida, during what was supposed to be a brief breakfast presentation while on vacation. What followed were extremely aggressive sales tactics. We felt immense pressure to sign, and the sales **** would not let us walk away. The woman who sold us the unit made false promises about staying in touch and helping with bookings. We never heard from her again after signing.Since the purchase, weve only stayed at Westgate three times and never in the unit we actually bought. Each visit involved issues with the rooms, and we had to change rooms twice. We also mistakenly attended an "owner's breakfast" expecting useful information but were subjected to even more aggressive sales tactics than the initial experience. We were followed, pressured, and treated with disrespect. ***** was literally chased when trying to leave.We also had to fight to get our cash deposit returned. At purchase, we werent told that we'd need to pay an $800 HOA fee upfront just to book. That was never disclosed, and it has prevented us from using our ******* total, we've been paying $200/month for over 3 years for something we have never been able to use. It feels predatory and dishonest. We realized within months that we made a huge mistake, but by then it was too late.Westgates practices are deceptive and coercive. We feel trapped in a contract we were pressured into, for a product that has brought us nothing but frustration and regret. Your company should be ashamed.
Business Response
Date: 06/11/2025
June 11, 2025

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

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

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

Mr.********* please be advised that Westgate has previously addressed these same concerns presented by Mr. ********* and our position has not changed. For your convenience, you may find a copy of Westgates previous response below for your review.

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

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/bp

November 15, 2022

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

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

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

Dear Mr. ******** and Ms. **********

Thank you for your patience while we reviewed your correspondence. We apologize for our delay in response and for any inconvenience this may have caused. You may find our response below. For your convenience, we have attached additional copies of the documents mentioned herein.
First and foremost, we are sorry for any issues you may have experienced while attempting to get in contact with your sales representative. At Westgate, we always hope to provide our owners with the highest level of customer service, and we are sorry if you feel as if we have not met that standard for you.

We are additionally sorry if you 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, although Westgate is a sales-driven company, you were never obligated to remain past the agreed-upon time to receive your incentive or to purchase a timeshare. There are hundreds of consumers daily who choose not to purchase and leave with their agreed upon incentive after their time commitment has ended. Further,while you have stated that you felt rushed through the signing process, please know that had you informed the closing officer of this concern, they most certainly would have proceeded at a pace with which you were comfortable.

As for your concerns regarding the update meetings, while we certainly appreciate your attendance at them, we would like you to know that they are voluntary, unless they are part of the terms of your stay or if you accept an offer for gifting. Otherwise, you are never obligated to attend. With regard to your rental concerns, allow us to refer you to your Acknowledgment of Representations document, wherein you acknowledged that you purchased this property for personal use, that there were no representations made regarding investment or resale potential, and that the Developer does not have a rental or resale program to assist ****** addition, be advised that Westgate does not utilize a points-based system.

We ask you to understand that your allegation regarding your maintenance dues and taxes (M&T) is a verbal allegation we cannot validate. You are obligated to pay your M&T regardless of your personal usage of the timeshare. As for your allegation that you did not understand your Contract for Purchase and Sale (Contract), be advised that every owner is provided a state-mandated rescission period, wherein you could have reviewed the purchase terms at your leisure and sought assistance with understanding them if you felt it necessary. The terms for rescission were conspicuously disclosed within your Contract.

We were disheartened to read that you may have had some issues attempting to utilize your owner benefits. Be advised that owner benefits are not contractual in nature and subject to change. As for your concerns regarding your unit, be advised that we could not find any reservations associated with your account. If you have further information regarding this concern, we encourage you to forward it to the email address furnished below.

Lastly,while we understand your concerns regarding the willing of your timeshare, we encourage you to consult with a professional legal advisor, as each owners situation is unique.

Mr.******** and Ms. ********** our review has concluded that your contract is valid and enforceable. We thank you for the opportunity to be of service. Should you require further assistance, we encourage you to contact our **************** Team at **************.While they do not provide contract cancellation services, they are committed to helping you.

Respectfully,

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

Ap/bp
Attachments
Initial Complaint
Date:05/02/2025
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.
The down payment $2,609 was paid via credit card with interest accruing; balance is consistently being drafted out of my bank account each month for $486.93 with interest accruing, effective February 2025. The attached letter below was sent to Westgate to ********************************* and also mailed via certified mail. I also filed a complaint with both the Mississippi and the Florida Attorney Generals.I am seeking your assistance with the request in the attached document below.I can be contacted via mail (********************************************), via email ****************************** or via phone **************. Thank you in advance for your cooperation. **************************** ******
Business Response
Date: 05/19/2025
May 19, 2025

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

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

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

************ please be advised that Westgate has previously addressed these same concerns presented by *** and Mrs. ******* and our position remains unchanged. For your convenience, you may find an additional copy of Westgates previous response attached for your review. Please be advised that the consumers have previously received copies of the documents mentioned in Westgates response.

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

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/sp
Attachment
Customer Answer
Date: 05/20/2025

Complaint: 23280853

I am rejecting this response because: there are several contradictions in this response. First, they say they cannot validate verbal responses but then they say things were verbally disclosed. Second, it is apparent that some of this is a copy of paste as I never said anything about the quality of the resort. So I'm not sure why this was included in the response. And no I have not used it because I can't get consistent information from agent to agent on how to use it as mentioned. So I have already been in contact to get help and the information changes from person to person. As far as a rental program, I never said there was one. I said we were told we could use the property to rent out for income when we want, which again that was untrue along with many other things that I mentioned were not true. I DO NOT accept this response as I do not even know who this person is that is responding and they were not involved in my presentation nor closing.

Sincerely,

****** And ********* ******
Business Response
Date: 05/29/2025
May 29, 2025

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

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

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

***********, please understand that, while *** and Mrs. ****** are entitled to their opinions with regard to our response, it in no way changes Westgate's position. Please be advised that any concerns presented that are of an escalated nature are fully reviewed, researched, and responded to by our *********************** Compliance and Correspondence Team, per our company protocol. The review was completed based on the documentation on hand and what was provided to us. The challenge is that verbal allegations cannot be substantiated; thus, we must rely on the contract documents, which contradict ***and Mrs. ******* claims. Westgate's final findings are based on the lack of documentation needed to negate what *** and Mrs. ****** agreed to and acknowledged on the day of sale with their signatures.

With regard to the most recent verbal disclosure claim, specifically in *** and Mrs.******* case, be advised there has been nothing provided to support or validate their verbal claim. Westgate has specifically directed them to the executed documents that contradict their claims, and also made *** and Mrs. ****** aware that Westgate has the recorded closing. This validates that the fee was verbally disclosed, in addition to their signatures on the contract documents. Overall, Westgate's verbal claim is wholly validated and admissible if necessary.

Additionally,please recognize that *** and Mrs. ****** previously referenced the quality of the property by stating, Misrepresented property quality: I specifically asked ******* if the unit we purchased was exactly like the one that we toured, and she confirmed the unit we toured was identical to what we purchased. We have since learned the actual units vary and do not include full kitchens or similar furnishings, so this was untrue. Please understand, this is why Westgate also addressed the quality of the property.

With respect to the rental program concern, please know that Westgate referenced a section of a document executed by both *** and Mrs. ****** on the day of sale that was indicative of Westgate's position as a whole with regard to rental and investment. Their choosing to focus on one specific line item rather that the entirety of the subject matter acknowledged on the day of sale was solely their responsibility. Nonetheless, we can confirm that *** and Mrs. ****** are well within their rights to rent their contracted occupancy as they see fit. However,please be advised that Westgate does not charge a fee to do so as Westgate does not offer any type of rental program or assistance, as we have previously advised.

Ultimately,the contract, as written, remains as valid and enforceable. While Westgate is unable to control whether *** and Mrs. ****** choose to accept our offer of help, we again reach out to assist them. For further assistance with their account, we ask that *** and Mrs. ****** please reach out to our *************************** at ************** / Option #4.

We thank you for the opportunity to be of service. Any inquiry of a similar nature will be met with the same response moving forward.

Respectfully,

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

Ak/am
Customer Answer
Date: 05/30/2025

Complaint: 23280853

I am rejecting this response because again we were sold one thing and given another with misrepresentation and false information. Furthermore, as mentioned, we have already reached out to Westgate to get assistance; AGAIN, we were told the only option for current owners is loan assumption and nothing else unless somebody takes over our loan. So I'm not sure why we are continuously asked to contact Westgate for assistance when they are not cooperative at all since we are current; hence us opening up this complaint and others. Further reason why we should get cooperation as we have done our part in paying on time, every month. We made this request and have paid in good faith but are not getting cooperation from Westgate. However, if Westgate is not willing to work with us to abide by our request in our original letter, we will be forced to escalate more. Again, WE DO NOT ACCEPT THIS RESPONSE FROM WESTGATE as it is not resolving the complaint at all.

Sincerely,

****** And ********* ******
Initial Complaint
Date:05/02/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally file a complaint against Westgate Resorts regarding the ongoing issues related to our timeshare contract. My name is ***** *****, and I am contacting you on behalf of myself, ******* *****, and ******* ******. Our experience with Westgate has been deeply disappointing, prompting this action.Initially, we entered into a contractual agreement with high hopes for a profitable investment that would allow us to rent out our timeshare. However, we felt pressured to upgrade our package, despite our financial concerns. It has become clear that the representation provided by Westgate was misleading, leading to significant financial strain. Critical details about the payment structure over the next decade were not properly disclosed, resulting in unforeseen challenges that have burdened us financially.Despite our attempts to sell our timeshare, we have been unsuccessful, even after seeking external assistance, which only increased our financial woes. The package we purchased does not meet our needs, and we now find ourselves unable to utilize the property due to the escalating costs associated with maintenance fees. Our original intent to have a vacation home accessible at any Westgate Resort has become unachievable, negatively impacting our ************* we approach 2024, our hope of selling the timeshare has diminished, particularly because we are unable to afford another year of maintenance fees without being able to use the property. This situation has not only become a financial burden but has also stripped away the joy of vacationing that we sought when purchasing the ************ light of these circumstances, we respectfully request the termination of our contract and a refund of any money to which we may be entitled. We appreciate your attention to this matter and look forward to a resolution.Sincerely,***** *****, ******* *****, ******* ****** *********************************
Business Response
Date: 06/03/2025
June 3, 2025

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

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

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

***********, while we certainly appreciate *** and Mrs. ***** and Ms. ******* concerns with any increase in their maintenance dues and taxes (M&T), it is important to understand that the maintenance dues represent the only source of revenue available to pay the cost of maintaining their resort. The OwnersAssociation is responsible for calculating the resorts annual budget and dividing it equitably among all the owners so that each one pays a fair share of the costs needed to preserve the integrity of the resorts services while keeping the costs as low as possible. If the cost of goods and services to maintain *** and Mrs. ***** and Ms. ******* resort increases, this increase to the Budget is divided amongst all the resort owners so that each pays his fair share of the increase. It is also important to know that all of the maintenance dues paid go directly to the ******************, and that the Developer pays his share of the M&T on all unsold timeshare weeks at their resort, so he has a vested interest in keeping costs as low as possible.

Additionally,please be advised that the long-term financial structure of the loan was, in fact, fully disclosed in writing as well as verbally during the recorded closing. This included the *****% fixed interest rate for ten (10) years, that the monthly payments remain the same throughout the life of the loan if paid over ten (10) years, and that there is no prepayment penalty. As such, we are unsure what *** and Mrs. ***** and Ms. ****** are alleging was not disclosed.

For further assistance with their account, we ask that *** and Mrs. ***** and ********* please reach out to our ***************************** at **************.

We thank you for the opportunity to be of service.

Respectfully,

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

Ak/bp
Customer Answer
Date: 06/05/2025

Complaint: 23277217

I am rejecting this response because: While Westgate asserts that maintenance dues represent the only source of revenue for resort upkeep, its crucial to acknowledge that the increasing costs are causing significant financial strain on owners like myself, Mr. ****** and Ms. ******* The manner in which these increases are communicated and justified leaves many owners feeling undervalued and misinformed.
Westgate's response suggests that all increases are equitable and necessary; however, it fails to address the lack of transparency in how these costs are calculated. We believe that more detailed breakdowns of budgetary decisions and cost increases should be provided to owners to ****** trust and understanding.
Regarding the disclosure of the loan's financial structure, while the interest rate and terms were mentioned, it is concerning that the potential impact of maintenance dues increases was not adequately emphasized during the closing process. Many owners, including myself, were led to believe that the dues would remain manageable, without the substantial hikes we are currently experiencing.
We appreciate Westgate's invitation to contact the ****************************** however, we feel that a more proactive approach is necessary to address our concerns comprehensively. We hope that Westgate can provide a more transparent dialogue regarding the cancelation of our timeshare.
Thank you for your attention to this matter.

Sincerely,

***** *****
Business Response
Date: 06/11/2025
June 11, 2025

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

RE:***** *****, ******* Gray *****, and ******* ******
Complaint ID # ******** Account # *********** *********

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

We regret to read of *** and Mrs. ****** and Ms. ******* feelings towards Westgate; however, please allow us to confirm that every Westgate owner is provided with a breakdown of their property's annual budget as a part of their Maintenance and Tax (M&T) billing statement. We can further confirm they are also made aware of the Annual HOA meetings which owners are welcome to come and attend, and, if they so choose, voice any concerns they may have.

Ultimately,*** and Mrs. ****** and Ms. ******* choice not to explore possible options available through our Contract Mediation Team, solely due to their delinquency, is entirely their decision. Nonetheless, Westgate's position remains that the contract stands valid, enforceable, and will not be canceled based on the unsubstantiated allegations presented.

While Westgate is unable to control whether *** and Mrs. ***** and Ms. ****** choose to accept our offer of help, we again reach out to assist them. For further assistance with their account, we encourage them to please contact our ***************************** at **************.

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

Respectfully,

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

Ak/sp
Customer Answer
Date: 06/13/2025

Complaint: 23277217

I am rejecting this response because:I find their assertions to be unconvincing and reflective of a larger issue I have experienced as a Westgate owner.

First, Westgate states that all owners receive a breakdown of their property's annual budget. While I can confirm that I have received documentation, the clarity and comprehensiveness of this information have often been lacking. Important details regarding fees and assessments are not always transparently communicated, leading to confusion and frustration. It is essential that owners fully understand these documents, and I believe Westgate has fallen short in this regard.

Moreover, while Westgate claims that owners are encouraged to attend Annual HOA meetings, in practice, these meetings often feel more like formalities where genuine concerns are sidelined. Many owners, including myself, have attempted to voice issues only to feel unheard. The notion that attending these meetings is a viable avenue for addressing grievances seems disingenuous when the structure of these gatherings does not ****** open dialogue or resolution.

Westgate's assertion that my decision not to engage with their Contract Mediation Team is solely due to my delinquency does not reflect the full context of my situation. I have sought resolution and assistance on several occasions, only to be met with responses that lack empathy or understanding of my concerns. The failure to address the underlying issues that led to my complaint suggests a systemic problem within Westgate's customer service approach.

Finally, while I appreciate their offer to assist, it is disappointing that Westgate seems more focused on maintaining the status quo rather than engaging in a constructive dialogue aimed at resolving the issues at hand. The insistence that their contract is valid and enforceable, despite the concerns raised, further underscores a lack of willingness to address the legitimate grievances of their owners.

I hope that this response provides clarity on my position and the underlying issues that prompted my complaint. I remain hopeful for a resolution that takes into account the experiences and concerns of all Westgate owners.

Sincerely,

***** *****
Initial Complaint
Date:05/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a discount deal at Westgate villa,I was told to watch a presentation, the representative said you are a owner already, I said no it's my first time here, the representative then said she only deal with upgrades for owners and since they show me as a owner I am entitled to special offers, I said I was not interested in purchasing the timeshare because I was looking for a updated luxury type of property that I can rent out on a daily basis as an investment and also somewhere I can use without any restrictions that basically pays for itself for extended periods of time at a low rate The representative then said we have that she showed me a 3 bedroom luxury 2 bath unit and told me I can take pictures and list it on vrbo, ******* I took the pictures and she said we are going to allow you to take over someone else mortgage with no credit check who had a 10k balance left, the representative , the representative reassured me that this was the unit and features, she says even better yet you will have all this at our Westgate Lakes location that's a better property.i requested for us to see it at the Lakes she said we couldn't go there at the moment because they didn't have access to it but once we had the title and closed on it, I could go and view which takes about 30 days, when the time came I immediately went to look at the Westgate lakes location to view the property it was an outdated total opposite of what was shown at the Westgate villa. I asked to speak to a manager regarding this they sent me to customer service then they tried to upsell me and admitted this was not right, but I was not going to fall for it,After the weekend was over, I went back to the Westgate Villa location where I was told the lies and I seen both representatives involved they were very surprised at my appearance they kept saying they would help change it but kept me there waiting and eventually told me to talk to customer service because they could not do anything at that point.
Business Response
Date: 05/13/2025
May 13, 2025

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

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

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

First and foremost, please allow us to confirm that there was no credit check run on *********** by Westgate on the day of the sale. Nonetheless, please be advised that Westgate would be willing to discuss options for a unit in a newer building; however, absent the receipt of supporting documentation, it would be at an additional cost.

Ultimately,please understand that the claims presented are entirely verbal, and, without *********** providing supporting documentation to serve as evidence for her claims,which we fully welcome, unable to be validated. The fact remains that *********** executed contract documents that clearly contradict the investment as well as the rental claims. As such, Westgate's position remains as previously conveyed to Ms. ********* that the contract is valid and enforceable.

While Westgate is unable to control whether Ms. ******** chooses to accept our offer of help, we again reach out to assist her. For further assistance with her account, we ask that Ms. ******** please reach out to our *************************** at **************.

We thank you for the opportunity to be of service.

Respectfully,

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

Ak/am
Initial Complaint
Date:04/30/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint due to Westgate Resorts persistent refusal to address my ongoing concerns regarding my timeshare contract. Despite multiple written requests, I have received no meaningful response or ************* timeshare was sold to me under deceptive and high-pressure sales tactics. I was promised benefits such as access to a beach that was never built and the ability to rent the unit to offset costsneither of which materialized. I was also led to believe I was purchasing a full share, only to discover afterward that it was a half-share, a key detail deliberately withheld until after I signed.I have repeatedly requested to be released from this burdensome contract due to financial hardship, emotional distress, and the misleading nature of the sales process. My letters have been met with silence or generic responses while collection efforts continue aggressively. This lack of good faith communication is unacceptable and has caused severe stress during an already difficult personal time, including the loss of my son.The financial and emotional toll of this timeshare has become unmanageable. I have contacted the *** regarding these deceptive practices and am prepared to involve additional regulatory bodies if needed.I am demanding a full release from my contract and a refund of all payments made. Westgate Resorts must acknowledge its unethical conduct and take responsibility for the harm caused.
Business Response
Date: 05/20/2025
May 20, 2025

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

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

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

Mr. ********, we regret to read of ************** continued dissatisfaction with Westgates previous responses. We wish for her to know that we are committed to providing her with the highest level of service, and we are sorry if Ms. ********** feels as though we have not met that standard.

That being said, please be advised that Westgate has previously responded to these same concerns presented by ************** and our position remains unchanged. For your convenience, you may find Westgates response attached for your review. Please be advised that the consumer has previously received copies of the documents mentioned in Westgates previous response.

Ultimately, absent findings of wrongdoing being found on Westgates part, we are not required to offer a solution of any kind to owners. As such, Westgates position remains that the terms of the contract were fully disclosed in accordance with all laws on the day of sale, and ************** contract is valid and enforceable.

While we are appreciative of Ms. *********** concerns, Westgate remains available to help. We know it can be frustrating for Ms. ********** to learn her contract cannot be cancelled; however, we wish for her to know that we do want to help her. It is important to realize that our offer of assistance is something that provides her with additional resources, and our department referrals will provide help to the best of their abilities. As such,while we cannot control whether Ms. ********** accepts our offer of help, we again encourage her to reach out to our Contract Mediation Team at ************** for further assistance regarding her ownership.

Additionally, please advise Ms. ********** that,as a customer service courtesy, we have flagged her account to stop all calls;however, please be advised that the collections process, including reporting,will not stop.

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/sp
Attachment
Customer Answer
Date: 05/21/2025

Complaint: 23268549

I am rejecting this response because:

To Whom it May Concern,
I am writing in direct response to your latest letter dated May 20, 2025, regarding my ongoing complaints about the misrepresentation and unfair treatment I have experienced as a Westgate Resorts timeshare owner.
Let me be clear: I am not satisfied with your repeated attempts to dismiss my concerns as previously addressed or resolved. They have not been. Your responses continue to ignore the real issues at the heart of my complaintspecifically the deceptive sales practices, false promises, and coercive tactics used during and after the time of sale. Your insistence that the terms of the contract were fully disclosed is not only inaccurate but offensive in light of the many misrepresentations Ive documented.
I was sold a timeshare under false pretenses. I was promised access to a beach that has never been built, and I was told I would be able to rent out my unit to cover costs. These promises were central to my decision to sign, and neither has proven true. Additionally, I was never informed at the time of purchase that I was only acquiring usage for half the timethis critical detail was concealed until much later, and when it finally came up, I was told I would not be able to resell my timeshare because it was just half. That kind of information would have absolutely influenced my decision had it been disclosed honestly.
Furthermore, my vacations have routinely been hijacked by pressure-filled sales meetings disguised as updates where Ive been held for hours and pushed to buy more, despite clearly expressing that I was not interested. The behavior of your sales representatives was aggressive and manipulative, and in one instance, I was shown fabricated social media accounts and bank statements as proof of how I could rent out my unit for profit. I trusted your staff when I shouldnt have, and that trust was exploited.
On top of all of this, Ive made multiple good-faith efforts to seek a resolution. I have written to you, filed complaints, and asked repeatedly to be released from a contract that was signed under misleading circumstances. Instead of truly reviewing my case, youve sent me the same generic replies and continued collections activity. Your most recent response, while polite in tone, is yet another blanket dismissal that avoids accountability for the unethical behavior I experienced.
I am demanding a full release from this contract and a refund of the money I have already paid. I was misled, manipulated, and sold a product that was not what it was represented to be. Your continued refusal to take responsibility is not acceptable.
I respectfully ask that you reconsider your position and finally resolve this matter in a fair and ethical manner. I am no longer willing to carry the emotional and financial burden of a timeshare that was never what I was told it would be.
Sincerely,
****** **********
Business Response
Date: 05/30/2025
May 30, 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.********, ultimately, Ms. ********** has failed to provide supporting documentation for her claims, which are contradicted by the executed documents,as well as the recorded closing. Further, a full and fair disclosure is, in fact, evidenced by her execution and our delivery of the contract documents,and there is no legal requirement for a full disclosure to be done verbally.

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

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/am
Customer Answer
Date: 06/02/2025

Complaint: 23268549

I am rejecting this response because:

To Whom It May Concern,
I am writing in response to the letter dated May 30, 2024, regarding my complaint with the Better Business Bureau (Complaint ID #********, Account #*********** **********. I completely disagree with the position taken in your response and I find it deeply disappointing that Westgate continues to avoid addressing the core issues I raised.
Westgate claims that I have failed to provide documentation supporting my concerns. That is not only dismissive, but unfair. Of course I dont have documentation of the verbal promises made during the sales processunlike Westgate, I dont enter into contracts expecting the other party to outright lie to my face. I trusted your sales representatives to be honest and transparent. Instead, I was misled on multiple occasions, and pressured into decisions under false pretenses. The salespeople promised features like a beach that was never built and claimed I could easily rent out the unit to cover costs, even offering their personal help, which turned out to be completely false. They also failed to inform me that I had only purchased a half-share, a fact I didnt learn until long after signing.
At no point did I receive full and fair disclosure about what I was actually committing to. While your response insists that such disclosure occurred through paperwork and recordings, you fail to acknowledge that high-pressure tactics, repeated interruptions to my vacation, and outright deception led to my signature. I was not operating with all the facts, and I was deliberately kept in the dark about critical information until it was too late.
The financial and emotional burden this timeshare has caused is substantial. Despite repeated attempts to reach out and explain the situation, I have been met with generic replies, continued billing, and no genuine willingness from Westgate to resolve the matter. Your refusal to acknowledge any wrongdoing or responsibility is frustrating and unacceptable.
I am once again requesting that I be released from this contract immediately and that a full refund be issued for the payments I have made. I should not be held financially responsible for a situation that resulted from misleading and unethical sales practices.
Sincerely,
****** **********

Sincerely,

****** **********
Initial Complaint
Date:04/29/2025
Type:Product 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.
On April 18, 2025 we paid ****** at the Tour Desk $40 to secure a spot for a presentation at their ***************, with guarantee that we would receive our $40 back on the date of the visit, which was April 22, 2025. We visited on April 22 and we did not receive our $40 back, per their guarantee. I have called numerous times ***************) and have been told to speak to their presentation center ***********************), and then sent to their gifting department (ext *****). I spoke to ******, the manager of the ******************* ***************) and he assured me someone (Myka) would call me within ten minutes to resolve the issue. Myka did not call. I called back and spoke to ****** and said I was willing to wait on the phone until someone resolved this issue, and I was willing to seek legal action, and he hung up on me. I repeatedly call Westgate **************************************, asking for resolution and nobody is willing to help me receive my $40 guarantee back.
Business Response
Date: 05/01/2025
May 1, 2025

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

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

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

Mr.********, please be advised that, based on our review using the information provided, Ms. **** failed to qualify for the tour and complete the full presentation. Therefore, a refund will not be issued. Nonetheless, should any further concerns arise following this response, please do not hesitate to reach out to us at the email below.

We thank you for the opportunity to be of service.

Respectfully,

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

Ak/am
Customer Answer
Date: 05/01/2025

Complaint: 23263316

I am rejecting this response because:
The $40.00 deposit was guaranteed returned whether I finished sitting through the presentation or not. I was told the deposit was simply to hold our spot and would absolutely be returned to us.
When we arrived at the ************** we were asked personal information, such as our salaries, which I was not comfortable sharing.
The deposit being returned was not conditional based on the outcome of the presentation. It was a guarantee of return, regardless of the outcome.
If this company insists that the guarantee deposit return is void for not having finished the presentation, I insist on seeing that in writing in their agreement for signing up.

Sincerely,

**** **** ****
Business Response
Date: 05/13/2025
May 13, 2025

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

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

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 been in contact with the consumer, and we are pleased to inform you that an amicable resolution has been reached. As discussed with Ms. ***** we will be issuing a gift card, equaling the cost of the deposit, to the address provided.

You may consider this Westgates response.

Respectfully,

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

Ak/am
Customer Answer
Date: 05/28/2025
This is confirmation the complaint is completed and resolution has been achieved to my satisfaction.

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