Business Profile

Timeshare Companies

Central Florida Investments, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Timeshare Companies.

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:04/17/2025
Type:Order 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.
I booked a trip on 2/27 to stay at Westgate Palace from 2/28 - 3/2. Upon arrival we noticed the room had roaches so Westgate agreed to refund 1 night stay. Westgate sent the refund request to *********** on 3/6 BUT didn't specify an actual dollar amount in which case the refund still has not been provided cause my account to be suspended. Because *********** doesn't know how to do simple math can Westgate PLEASE Send notification confirming the EXACT DOLLAR AMOUNT so I can get this rectified for once and for all???? The room was booked for $490.48 on 2/27. It's taking over a month to rectify something that could've been handled in a week or less.
Business Response
Date: 05/06/2025
May 6, 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.

We sincerely apologize for any inconvenience Ms. ***** may have experienced while being our valued guest. Nonetheless, our records confirm that the correct refund information was provided by Westgate to *********** via email.Therefore, any following concerns with the refund would have to be directed to them, as we provided them with what was needed to process the refund accordingly.

We thank you for the opportunity to be of service.

Respectfully,

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

Ak/sp
Customer Answer
Date: 05/07/2025

Better Business Bureau:

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

Sincerely,

***** *****
Initial Complaint
Date:04/15/2025
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 purchase a timeshare at Westgate Resort as an investment. The salesman give me a tour of the facility and an affordable price with unlimited vacation options. I was told I only have to pay 50 dollars a year for maintenance fees. But when I tried to utilize the services nothing was available and soon afterwards the maintenance fees went up to $350 dollars a month, which was more than the monthly cost. I called Westgate Resort and made a complaint and I requested my account be terminated, but they refused. I contacted a lawyer to help me cancel the fraudulent contract but they have also refused to terminate my account with them. The maintenance fees went and monthly payment are delinquent on my credit report at $18000 worth of late fees. I am a disabled veteran and I want to purchase me a home, but I cant get any mortgage loan until this Westgate is off my credit report. Westgate sales agent told me if I dont pay my bill they would simple foreclose. Westgate is on my credit report as a mortgage but it is a false statement. The entire experience was fraudulent from the beginning. This practice is illegal and be stop. I would appreciate any assistance in getting this resolved.
Business Response
Date: 05/09/2025
May 9, 2025

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

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

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

First and foremost, regarding *** ********* claim that he was allegedly advised that the purchase of the timeshare interest would be an investment opportunity, as it is not possible to validate verbal statements, the Developer requires all owners to complete the Acknowledgment of Representations document. With this document, the Developer strives to eliminate the possibility of any misunderstandings with regard to what may have been presented to *** ********,which may have influenced his decision to purchase. *** ********* initials on the document show that he purchased this property for personal use, that there were no representations made regarding investment, rental, or resale potential,and that the Developer does not have a rental or resale program to assist him.Additionally, the Public Offering Statement discloses that the purchase of a timeshare interest should be based upon its value as a vacation experience or for spending leisure time, and not considered for purposes of acquiring an appreciating investment or with an expectation that the timeshare interest may be sold.

With respect to *** ********* availability concerns, please allow us to take this opportunity to briefly explain his ownership. Our records reflect that on February 16, 2023, *** ******** upgraded to an ALL-Season week in a 3-Bedroom Lock Off Villa for use during the Even-numbered years, with first occupancy in 2024, at the Westgate Lakes Resort & Spa.We ask him to keep in mind that he purchased under the Floating Use Plan for reservations, wherein he does not own the use of a specific unit, but rather a certain unit type, based on availability. Therefore, *** ******** has the right to occupy his villa at his home resort during his current year and season of ownership, as contracted, without being charged additional fees. As reservations are based on availability, to improve the likelihood of securing desired travel dates, Westgate allows owners to book reservations up to eleven (11) months in advance of their travel dates.

Concerning *** ********* claims regarding $18,000.00 in late fees showing on his credit report and that his associated maintenance dues and taxes (M&T) are $350.00 per month, we ask that he provide documentation that supports these claims, as Westgate denies either item exists.

As for *** ********* concern with credit reporting, we wish to advise the consumer that Westgate is well within its rights to report that he entered into a real estate loan backed by a mortgage and a Promissory Note. Further,we ask for the consumer to understand that the continued failure to adhere to the contractual obligations will, in fact, end in foreclosure.

Finally,regarding the remainder of *** ********* concerns, please be advised that Westgate has previously addressed them, and our position remains unchanged. For your convenience, you may find additional copies of Westgates previous responses attached for your review. Please be advised that the consumer has previously received copies of the contracted documents mentioned in Westgates previous responses.

At the conclusion of our research, Westgates position remains that *** ********* contract is valid and enforceable, and the credit reporting will not be altered.

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/am
Attachments
Customer Answer
Date: 05/12/2025

Complaint: 23207321

I am rejecting this response because:

Sincerely,

***** ********
Business Response
Date: 05/16/2025
May 16, 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 Mr. ******** has not provided a new complaint for us to review. That being said, should the consumer have additional concerns he would like for us to review, we encourage him to submit them through this channel at his earliest convenience.

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/sp
Customer Answer
Date: 05/19/2025

Complaint: 23207321

I am rejecting this response because:
I have requested that fraudulent account be canceled by Westgate Resorts by phone and by resisted letter through my attorney, and my attorney has informed me that Westgate Resorts has denied our request, even though it is stated in their letter to my attorney ***** ******* ( ****************,com phone ************ ), I have not made a payment on the account with *********************************************, because I cannot afford the payment. I am in debt over $18,000 in delinquently and it has effected my credit score. Since I am not able to pay and they have the ability to foreclose, it makes since to me that Westgate Resort is being uncooperative and want take accountability for their misrepresentation of ownership and availability services. All I want is for Westgate Resorts id to follow their policy and cancel or foreclose, then I will be free of the fraudulent and delinquent account. It was never a true mortgage, it is a timeshare with fraudulent practices that deceive people. There is no doubt I was deceived and as a result, I hired an attorney who specialize in canceling timeshares, but he has been unable to come to a resolution. I want to issue resolved, so it no longer affects life. I would appreciate your assistance in getting this issue resolved.
Sincerely,

***** ********
Initial Complaint
Date:04/11/2025
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:**** and I would like to remove ourselves from owning a timeshare with Westgate because it has been a financial strain and we have not been able to use it at all. Right after the purchase, we couldnt reach the salesperson to answer any questions we had after the sale when he had promised to be available to answer any additional questions. Later down the line, we also realized that the tactics and strategies used to convince us to make the purchase were not best business practice and werent in our best interest. We were enticed to attend the presentation with free admission tickets to their waterpark and a discounted rate on our reservation. We were told the presentation should take 1-2 hours, instead we were there for about 4 hours.We werent informed that this was something we were locked into for life and couldnt sell. They originally told us that we would have the option to sell back to Westgate, but that simply isnt true. We also werent aware of the negative effect this would have on our children, their future children, etc. We were just told that it would be a great investment for them.We werent told that maintenance fees would increase annually yet we have seen an increase that has become too financially straining.Were hoping that you can assist us with this process of cancelling our contract so we can close this horrible chapter in our lives and build a better future for our children and generations to come.
Business Response
Date: 05/21/2025
May 21, 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 these concerns have been addressed previously,on multiple occasions. With this, please know that we will be issuing copies of these previous responses to Mr. ******* via the email on file, for further review. As Mr. ****** has failed to raise any new concerns, nor has provided any supporting documentation to serve as evidence of his claims, please know that Westgate's position remains unchanged, and the contract remains as valid and enforceable.

We thank you for the opportunity to be of service.

Respectfully,

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

Ak/am
Initial Complaint
Date:04/10/2025
Type:Customer Service 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.
Subject: Formal Complaint Against Westgate Resorts Account #*********** Dear BBB Representative,I am filing a formal complaint against Westgate Resorts, headquartered in Orlando, Florida, regarding their failure to respond to multiple attempts to exit my timeshare contract.I have been trying to contact Westgate Resorts corporate office and legal department since early February 2025 to request a release from my timeshare due to financial hardship and lack of use. Despite numerous calls, emails, and a formal demand letter, I have received no *********** account number with ******************************************* is *************** ongoing maintenance fees and other associated costs have become unaffordable, and I no longer use the timeshare. I am seeking to be formally and unconditionally released from the agreement. I believe that Westgates lack of communication is unreasonable and potentially deceptive, and I am requesting BBB's assistance in mediating a resolution.I am prepared to provide supporting documentation, including a copy of the letter I sent directly to Westgate.Thank you for your help in addressing this matter.Sincerely,*** *****
Business Response
Date: 05/12/2025
May 12, 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.

Mr.********, we apologize for our delay in response and regret Ms. ****** feelings about such; however, please be advised that we clearly advised her that we are working with a reduced staff and the response would be delayed. While we do apologize for the delay, we will be responding to her original concerns as advised in our email from March 14, 2025.

In the interim, should Ms. ***** require assistance with her account itself, she may contact our **************************** by phone, at **************.

We thank you for the opportunity to be of service.

Respectfully,

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

Ak/am
Initial Complaint
Date:04/01/2025
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 formally requesting the immediate cancellation of our timeshare contract with Westgate. We were misled into upgrading under false promises of better benefits, increased value, and improved availabilitynone of which have been realized. Instead, we have faced unexpected fees, booking difficulties, and financial strain due to job loss and reduced income. As newlyweds working toward financial stability, we can no longer afford this burden. Canceling our contract is essential for our well-being, and we kindly request a prompt termination and refund of applicable fees.
Business Response
Date: 04/15/2025
April 15, 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.

Mr.********, please allow us to clarify that Ms. ****** upgraded to not only a larger unit at a larger resort with more amenities, but also upgraded her season of ownership from Value Season to All Season, which afforded her accessibility to over twenty-five (25) more weeks a year, based on availability, with no additional costs when Ms. ****** utilizes her week as contracted. In addition, we ask that Ms. ****** please provide examples of both the booking difficulties as well as the unexpected costs that she claims she has experienced, as our records show that Ms. ****** has not yet completed her maintenance and tax/Usage Fee payments required to obtain occupancy as of yet.

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

We thank you for the opportunity to be of service.

Respectfully,

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

Ak/bp
Customer Answer
Date: 04/16/2025

Complaint: 23145885

Thank you for your response and for clarifying the details of our timeshare upgrade. However, we want to be clear that we are not seeking hardship assistancewe are formally and respectfully requesting the full cancellation of our timeshare contract. Our experience with Westgate began in August 2022, during a vacation in ***********, where we attended a presentation that led us to purchase a 2-bedroom unit. In April 2023, during our honeymoon, we were invited to what was described as an Owners Update, which we expected to be a routine informational session, but it quickly became another high-pressure sales pitch. Believing the upgrade to a 3-bedroom unit in Orlando Lakes would provide better availability, more amenities, and long-term value, we agreedonly to find that these promises have not been our reality. Since then, we have consistently encountered difficulty booking available dates despite planning ahead, and weve faced unexpected fees and unclear restrictions, particularly when trying to use our bonus week. These challenges, paired with a significant financial downturn after I lost my job and my husbands income was reduced, have made the rising maintenance and usage fees unaffordable. As newlyweds trying to build financial stability and work toward homeownership, continuing this contract is no longer feasible for us. We feel misled by the way both the original purchase and the upgrade were presented and are disappointed that the experience has not aligned with what was promised. We are requesting a full cancellation of our contractnot a deferral, not a temporary solution, but a permanent and fair release from this financial obligation. We also kindly request a refund of any applicable fees paid to date. We hope Westgate will understand our position and work with us toward a compassionate and final resolution.

Sincerely,

***** ******
Business Response
Date: 04/24/2025
April 24, 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.

Mr.********* 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.

Moreover,please understand that Ms. ****** has yet to provide examples of booking difficulties for us to research and respond to, as our records clearly indicate that she has been ineligible to book for years. Additionally, as for the unexpected fees and unclear restrictions with regard to the Bonus Week, we ask that Ms. ****** please refer to the executed Bonus Week Disclosure and recognize that all terms and conditions are clearly and concisely disclosed on the Bonus Week Certificate itself. Please know that we will be issuing a copy of the Bonus Week Disclosure to Ms. ******* via the email on file, for further review. Nonetheless, our records indicate that the Bonus Week was successfully booked and subsequently cancelled months later at Ms. ******* request.

Ultimately,while Ms. ****** has chosen to disregard our hardship program, this in no way alters Westgate's position. As such, the contract remains 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. However, any inquiry of a similar nature will be met with the same response moving forward.

Respectfully,

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

Ak/bp
Customer Answer
Date: 04/29/2025

Complaint: 23145885

Thank you for your response. However, I must be very clear: I am not seeking assistance, mediation, or participation in any hardship or support programs. I am requesting to be completely released from all contractual obligations with Westgate Resorts.
My experience during the sales presentation was pressured and misleading. While your response attempts to justify the tactics used, it does not change how I was made to feel or the decisions I was led to make under duress. The fact that you acknowledge *** declined your so-called assistance programs further confirms that I do not wish to be involved with Westgate in any capacity moving forward.
I am not looking for help. I am looking to be out of these contracts, with no further communication asking me to reconsider or reach out for support. Your continued offers of assistance ignore the core issue and are not acceptable.
Please take this as my final and firm request: terminate my contracts and release me from any and all obligations to Westgate Resorts. I will not be engaging in further discussions that do not directly lead to this outcome.
Sincerely,

***** ******
Initial Complaint
Date:03/31/2025
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.
8/15/2024 Had a salesman give us Free breakfast and then a meeting to talk about upgrading our vacation package. Im an owner since 2000 in Florida resort where we had a three bedroom lockoff for one week on even years. The proposal purchase letter that was initiated on 8/15/2024 that is also time dated and stamped by representative # ***** and the Mgr #***** approval who came out with this offer of 3bedroom three weeks on even years all season is the offer we were given an accepted. I ask repeatedly about the 3 week 3 bedroom and they both told me yes that was right! Circle it on the diagram. I ask so many times it was unreal. The contract we signed under false promises (Fraud ) and misleading representation of the offer and now we are paying 30K for something we already had. ! All they did was move this contract from Florida to ********* and charge us thousands of dollars to do so. The contract presented to us by ***** ******* # ***** who at that Time I ask once again about the offer and was told he just do the finance part he dont know about the offers. They pretended they recorded it also a lie maybe you can get the recording. They will not address us further than the customer service desk. All they do is Keep sending the contract and not address the real problem. They said we had a call back on the 3/28 me nor my husband ever got a call. This is scandalous **************** abuse and financial deception that these representatives of this company are committing. They are Hurting and ruining peoples lives. If this is not unfair practice what is. It is time that BBB do something about this companies practices. Too many complaints exist. This company should be fine for this behavior. Stop letting them get by with it.This is American greed to the highest level people are real and so are their finances make this Company, employees, salespeople, representatives accountable for this behavior. Thank you and I hope something gets Done! Husband was ******
Business Response
Date: 04/16/2025
April 16, 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.

Mr.********, please allow us to confirm that, our records indicate that ********** owns the use of a three (3) bedroom Grand Lock-off timeshare unit at the Westgate ************************************* & Water Park with occupancy on odd-numbered years. As an owner benefit, Ms. ******* week can in fact be broken down into three (3) separate weeks usage in a one (1)bedroom portion of her unit, based on availability, and subject to the Westgate Resorts Internal Exchange terms and conditions. Further, after a review of the calls made by Ms. ******* to our offices, we are somewhat confused about what the discrepancy is as she, mentions owning four (4) weeks. Nonetheless, in order to better understand and directly assist Ms. ******* with these concerns and to better protect her privacy, we ask her to contact our team member ******* *., directly via email.

We thank you for the opportunity to be of service.

Respectfully,

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

Ak/bp
Customer Answer
Date: 04/18/2025

Complaint: 23141561

I am rejecting this response because: I am not satisfied with the response. The company did not respond to my email and did answer my call to ******* * . I have not called and ask about a 4th week. In regard to to what was sold on the proposed contract. I was offered 3 bedroom unit for 3 weeks on every other year. I have stated before that I got what I already had and now paying a large sum for it! I owned in Fla firsts. I have not spoke to anyone from this company about that! They have not address the issue at all.

Sincerely,

******* *******
Business Response
Date: 04/30/2025
April 30, 2025

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

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

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

First and foremost, please be advised that ******* *. did, unsuccessfully, reach out to Mrs. ******* after receiving her message before taking scheduled time off. We apologize for any lack of contact following that time period;however, Mrs. ******* had already filed another concern with your offices by then. Nonetheless, please find our response to her concerns below.

Mr.********* based on a review of our phone call records, that mention them owning four (4) weeks a year as well as the clarification provided by Mrs. ******* in her follow-up response to the BBB, there does appear to be confusion regarding what was purchased. Nonetheless, we can confirm that Mrs. ******* was clearly advised, during the recorded closing, that she was purchasing a three (3)bedroom unit for use on every Odd-numbered year. We can confirm that Mrs. ******* even affirmed her understanding when discussing locking the unit off by referencing that she owned "three bedrooms a year", to which Mr. ******* added his affirmation by responding, "Yeah." In the explanation presented by Mrs. ******** the purchase would have been described as nine (9) bedrooms a year if the expectation was three (3)weeks, three (3) times a year.

Moreover,as for the question as to what they are paying for, please allow us to clarify that the original purchase and pricing is over twenty-five (25) years old and that Mrs. ******* has upgraded to what is currently the newest building of any resort Westgate has available, Building #****, at the top of the mountain at the Westgate ************************************* & ******************** such, Mrs. ******* now owns at an Elite level resort; hence, what she is paying for. **************** actually been contracted to an eight (8) bedroom property in that building at that resort, she would have been paying at least $93,000.00.

Furthermore,as we continue to deeply value Mrs. ******* relationship with Westgate Resorts and remain committed to providing her with the highest level of service, we encourage her to reach out to our department referrals as they aim to provide owners with direct assistance with their accounts. For further assistance with her account, we highly encourage Mrs. ******* to reach out to our *************************** at ************** / Option #4. Please keep in mind that these referrals will not provide an altered response.

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

Respectfully,

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

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

Complaint: 23141561

I am rejecting this response because:
This is why I told you on the proposal contract we got scammed by the representative. Who **** and circle the three bedroom lockoff and circle them and said for three weeks every other year. We already had a 3 bedroom lockoff at the Florida resort and could exchange and go to any Westgate resort Elite or not. There was no need to upgrade and pay more for Nothing more than what we had. By the way at the time of loan closing the officer kept to what we now know turning the recording off and on during closing. They told us they were losing money off the Fla property 275K which was why they offered us the 3 bedroom lockoff for 3 weeks. Then changed it. We are seniors and the way they Changed the documents too was not the way it was stated or proposed to us. Senior abuse and financial abuse at its highest .
This should be investigated and not just taking their word. Records of customers should be looked at an checked out. I paid 9K for the Fla property why would I purchase the Tennessee property for 32K for the same use of the property that I use that same year. Make it make sense.
Sincerely,

******* *******
Initial Complaint
Date:03/31/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint against Westgate Resorts regarding our timeshare experience, account #************** November 2021, we purchased a timeshare during a rushed presentation at their Orlando resort, feeling pressured and uneasy about the commitment. After the presentation, we attempted to cancel but were informed of a 10-day grace ******* which we were not made aware of during the sales process. Our initial call to our account officer, ***** ********, was met with disinterest, leaving us frustrated.Since then, we have faced continuous harassment regarding unpaid maintenance fees, despite informing Westgate of our intent to settle. We were also blindsided by additional costs, including a $3,500 membership fee for Westgate **************** which was never disclosed to us. To date, we have paid over $8,190.61, including monthly payments and maintenance fees, with no clear benefits from our timeshare.Our experience has been marred by deceptive practices, including undisclosed fees and relentless calls regarding payments. We feel coerced into this purchase due to the omission of critical information. We formally request an immediate cancellation of our contract and a full refund of $8,190.61.We believe our rights as consumers have been violated, and we hope the BBB will assist us in seeking resolution.
Business Response
Date: 04/18/2025
April 18, 2025

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

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

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

Mr. ********, first and foremost, we sincerely regret to read of any inconvenience or perceived lack of quality customer service Ms. ******* may have experienced while attempting to receive assistance from the sales representative and our team. We wish to assure her that Westgate Resorts demands strict adherence to the Westgate Standards of Excellence, our service protocol, at all times. We do not ever condone discourteous or unprofessional behavior, and we put forth every effort to ensure that Westgates service protocols are met, per our policies and procedures. Although we offer continuous training for our staff, our most valuable tool to monitor individual staff performance is comments from our owners; therefore, we truly appreciate Ms. ******** efforts in bringing her experience to our attention.

Regarding Ms. ******** claim that she was not properly informed about the Westgate Cruise & Travel Collection membership,please be advised that we have made the consumer aware that continued membership is no way required, and, definitely not required at an upgraded level that would incur fees. Further, please be advised that activating Ms.******** World of Westgate (WOW) membership, subject to the WOW terms and conditions, affords her a complimentary membership provided her account is in good standing.

As for the remainder of Ms. ******** concerns,please be advised that Westgate has addressed them on more than one occasion,and our position has not changed. As such, Ms. ******** contract remains valid and enforceable.

While we are appreciative of Ms. ******** concerns, Westgate remains available to help. We 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: 04/23/2025

Complaint: 23139972

I am rejecting this response because:Thank you for forwarding Westgate Resorts response to my complaint. While I appreciate their acknowledgment of my concerns, I would like to address several points made in their letter.

Westgate claims to adhere to strict service protocols, yet my experience suggests otherwise. I encountered unprofessional behavior from their representatives, which significantly impacted my experience. It is essential for Westgate to not only mandate standards but also ensure they are consistently enforced.

Regarding the information about the Cruise & Travel Collection membership, Westgate asserts that I was informed about the non-mandatory nature of the membership. However, during discussions with their sales representatives, the messaging was unclear and misleading. I was led to believe that upgrading my membership was necessary for optimal benefits, which was not the case. This lack of transparency is concerning.

Westgate's insistence that my contract remains valid and enforceable does not address the core of my complaint regarding misleading sales practices. If customers are misled during the ********************** process, the validity of such contracts should be questioned.

Their offer to contact the Contract Mediation Team does not resolve the issues I faced. I have already attempted to seek resolution through this channel without satisfactory results. I seek a more meaningful resolution that addresses my specific grievances rather than a referral to another department.

In conclusion, I urge the BBB to consider my concerns seriously and to facilitate a resolution that reflects fair treatment and accountability from Westgate Resorts. Thank you for your continued assistance in this matter.

Sincerely,

******** *******
Business Response
Date: 05/01/2025
May 1, 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 representatives do not offer upgraded memberships to Westgate Cruise & Travel Collections (WGCTC). As we have previously advised, ***** is a third-party entity; as such, any concerns regarding the sale of Mr. ******** upgraded membership needs to be forwarded to them directly so they may address them. Mr. ******* may contact ***** at **************.

Ultimately,while we regret to read Mr. ******* feelings about Westgate and understand that he is entitled to his own opinion with regard to Westgates position, it in no way changes it. With this, the contract stands as valid and enforceable.

While Westgate is unable to control whether you choose to accept our offer of help,we again reach out to assist you. For further assistance with your account,please reach out to our ***************************** at **************.

We thank you for the opportunity to be of service.

Respectfully,

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

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

Complaint: 23139972

I am rejecting this response because:  Dear Mr. ***************** letter serves as my formal response to the correspondence submitted by Westgate Resorts in relation to the above-referenced complaint. I categorically reject Westgates dismissal of responsibility and firmly stand by my position that I was misled and taken advantage of through deceptive sales practices. I am demanding the immediate cancellation of my timeshare contract and any related agreements with Westgate or affiliated third parties, including Westgate Cruise & Travel Collection (WGCTC), as this entire arrangement was rooted in fraud and misrepresentation.
Westgates claim that they hold no responsibility for the upgraded membership because it is offered by a third-party is a deflection that lacks merit. This so-called third party was introduced, promoted, and sold to me directly within the Westgate sales presentation and environment. I was never made aware that ***** operated independently, nor was it ever communicated that any issues arising from this would not be Westgates responsibility. This arrangement was presented as a benefit and extension of my Westgate ownership, clearly indicating collusion or at minimum, a partnership that Westgate now seeks to distance itself from. Such tactics reflect the very behavior consumers and regulatory agencies deem predatory, and I will not accept being passed off to yet another entity with no accountability.
Furthermore, Westgates insistence that the contract is valid and enforceable despite the clear context of high-pressure sales tactics, misinformation, and intentional concealment of critical terms only underscores the predatory nature of its business model. The reality is that I was rushed, misled, and subjected to relentless pressure to sign binding documents without a clear understanding of the financial and legal obligations. This is not a matter of mere opinion, as Westgate suggests. This is a matter of consumer rights and protection from deceptive business practices.
Westgates continued offer to assist through its ***************************** is disingenuous at best. My prior attempts to resolve this issue directly with Westgate have been met with deflection and lack of transparency. I do not seek further sales tactics or placationI seek full cancellation of all contractual obligations with Westgate and its affiliates.
I respectfully urge the BBB to recognize this for what it is: an intentional, profit-driven manipulation of consumers under the guise of vacation ownership. I am requesting your continued support in holding Westgate accountable and helping ensure my timeshare contract, and any connected services, are immediately and permanently canceled.

Sincerely,

******** *******
Initial Complaint
Date:03/29/2025
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.
Re: Case CS0485144. I have been waiting for an answer for about 4 weeks now ! Getting old! Your customer service sucks! They are hoping this goes away I think. Its not! I had upgraded my unit from 1 to 2 bedroom so we can use it every year. Your resort in ********** Tn, got me a loan through Concora Credit for a line of credit to do that and said it could be used for ********* resort only. Which is fine. I recently went to book a stay from May ***** and was told I need a credit card for that,. I then sent proof of my acct with Concora credit that you got me and have been waiting for approval unless this is a complete lie, which I will take further if thats the case! for what we pay for our owners resort, we should be treated better than this! You have 72 hours for a reply now before I escallate this! Waiting is over! This will be another ***** **** against you if this isnt resolved! You got me this line of credit through your resort, now lets use it!
Customer Answer
Date: 03/30/2025
This form won't let me fill it out on line. Do I print it and send it to you? Please reply

Business Response
Date: 04/16/2025
April 16, 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.********, we apologize for our delay in response, and for any inconvenience this may have caused. Be advised, a thorough review of Mr. **** account was completed on multiple levels to ensure that the conclusion reached is as accurate as possible. Nonetheless, please be advised that in order to utilize his line of credit with Concora, Mr. *** would need to reach out to them directly to request a virtual card. This virtual card will allow him to utilize his line of credit with Concora for purchases at Westgate.

Should Mr. *** require further assistance with his account, we ask that he please reach out to our *************************** at **************.

We thank you for the opportunity to be of service.

Respectfully,

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

Ak/sp
Customer Answer
Date: 04/26/2025
Complaint has not been resolved! Heard nothing back from them. Thanks. Please reply. Not closed
Customer Answer
Date: 06/26/2025

Complaint: 23133053

I am rejecting this response because:

Sincerely,

******* ***
Customer Answer
Date: 07/01/2025

Complaint: 23133053

I am rejecting this response because:
Consumer
Most Recent Message
Date Sent: 6/30/2025 3:21:53 PM
They got info on their records. I may stop payment if resolution is not reach and go to T. V

Sincerely,

******* ***
Business Response
Date: 07/02/2025
July 2, 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, as we have informed the consumer in our previous response, in order to utilize his line of credit with Concora, Mr. *** would need to reach out to them directly to request a virtual card. This virtual card will allow him to utilize his line of credit with Concora for purchases at Westgate.

Please know that Mr. *** is well within his rights to escalate his complaints to any outside forum as he deems appropriate; however, while he may not agree with our responses, Westgate has addressed and will continue to address his concerns in a similar manner regardless of the escalation path he may choose. Further, while we take Mr. **** concerns very seriously, any decision to cease making payments does not negate his financial responsibility to his Westgate contract.

While Westgate is unable to control whether Mr. *** chooses to accept our offer of help, we again reach out to assist him. For further assistance with his account, we ask that Mr. *** please reach out to our *************************** at ************** / Option #4.

We thank you for the opportunity to be of service.

Respectfully,

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

Ak/am
Customer Answer
Date: 07/02/2025

Complaint: 23133053

I am rejecting this response because:

Sincerely,

******* ***
Initial Complaint
Date:03/29/2025
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.
Me and my family went on Vacation to Florida , we was approached by a west gate employee at the ************ in ********* about attending a seminar and after wards we would receive ****** for attending . So we proceeded to attend the whole time their I kept stating that we could not afford to buy into this program the Spanish lady name ****** who we found out that is not here real name every time my husband called and spoke with some one always Spanish speaking women would and the line and state that her name is ****** . The spokes person working with us kept saying if we got home and changed our mind they guarantee they would help rent the unit or help us sell the unit neither one of these statements are true . WE CAN NOT AFFORD THIS TIME SHARE SINCE I HAVE LOST MY JOB AND I WORK SEASONAL PLEASE HELP US TO GET OUT OF THIS TIME SHARE.
Business Response
Date: 05/06/2025
May 6, 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.

We regret to read of any inconvenience Ms. ******* may have experienced regarding the representatives name; however, we ask that she please provide us with the number she was allegedly calling for further review as our records indicate the name of the agent that sold to her is disclosed within her contract documents. She may provide that information to our email address below.

Moreover,please know that, as the owner of timeshare real estate, Ms. ******* has the option to use, rent, sell, or will the property; however, this would be at her discretion as Westgate has no form of resale or rental program. While Westgate does not offer assistance with this, a comprehensive timeshare resale resource is available at the American Resort Development Associations Resort **************** (ARDA ROC) website: ************************************************* or by calling **************.

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

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

Respectfully,

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

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

Complaint: 23132632

I am rejecting this response because: Miss ****** assured us if we wanted to get out of the timeshare. That Westgate would assist. Then we try to stay on Westgate. January20 25 and was told we could not. This was in december when we was told we could not Stay on the timeshare

Sincerely,

*** *******
Business Response
Date: 05/15/2025
May 15, 2025

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

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

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

Mr.********, first and foremost, please allow us to clarify that the ****** mentioned in Ms. ******** correspondence was not her sales representative and was never a part of the day of sale activity. She is a customer service support agent that assisted Ms. ******* with the past due status of her account. As such, this claim is unwarranted.

As for Ms. ******** booking concerns, please be advised that the consumers account was past due and therefore ineligible for booking until the deferment she was getting was complete. Likewise, the dates Ms. ******* was attempting to book required that the 2025 Use Fee be paid, as disclosed within the contract,and the consumer refused.

At the conclusion of our research, Westgates position remains that Ms. ******** contract is valid and enforceable. Notwithstanding the aforementioned, please be advised that our records indicate that Ms. ******* is in the process of working toward a more affordable arrangement for her needs.

In the interim, for further assistance regarding her ownership, Ms. ******* may contact our **************** Team at **************.

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/am
Initial Complaint
Date:03/24/2025
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.
The marketing tactics used to sell us the upgraded timeshare at Westgate right before the Covid pandemic have caused us significant stress, financial strain, and now, years of suffering. We first purchased with Westgate in 2011, hoping to enjoy their Orlando amenities, and upgraded in 2018. During the mandatory "meeting," we were promised a new vacation property near a proposed beach at ***********, which was never built. The property we received was outdated, musty, and often moldy, with poor amenities and rude salespeople hounding us throughout our stays.Our experiences, including broken showers, salespeople throwing books, and being pressured into meetings with alcohol, have been far from what was promised. Despite paying for a better experience, we've never stayed in a unit that matched what we were sold. We also had to request unit changes during one trip due to poor conditions.The financing was never fully explained, and we werent given enough time to read contracts. The upgrade has caused nothing but stress, worsened by the inability to use our timeshare during the pandemic. The financial burden, rising maintenance fees, and travel costs have made it impossible to maintain this property, and we were never informed that maintenance fees would increase so significantly.We are now asking to be released from this financial burden, which has become unaffordable and unsustainable for us.
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.

Please be advised that our records indicate that Westgate has responded to Ms.******** concerns on multiple occasions. As such, we will be forwarding copies of these responses, directly to Ms. ******** via the email on file for her account, for further review. Please keep in mind that Westgate's position remains unchanged, and the contract remains as 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. Any inquiry of a similar nature will be met with the same response moving forward.

Respectfully,

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

Ak/am

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