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:03/24/2025
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.
Please See Attachment
Business Response
Date: 04/22/2025
April 22, 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 a review of our records clearly indicates that Ms. ***** was advised of what steps needed to be taken to add the additional parties to the deal and they were not taken. As such, this claim is unwarranted. Additionally, please be advised that Ms. ***** requested to cancel well outside of the rescission guidelines disclosed within the executed paperwork. Allow us to further clarify that, while Westgate currently does not report this type of membership to the credit bureaus, we absolutely reserve the right to as it is our right.

Finally,while Westgate is a sales-driven company, any decision to agree on an offer for a timeshare and subsequently purchase is solely Ms. ******. There is no requirement to purchase in order to enjoy the usage of her *********** membership.

For further assistance with her account, we highly encourage Ms. ***** to reach out to our Vacation ******************* at **************. Please keep in mind that these referrals do not offer cancellation services, nor will provide an altered response.

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

Respectfully,

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

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Customer Answer
Date: 04/28/2025

Complaint: 23109957

I am rejecting this response because:
Nothing Westgate said is true. All Four of us were present and talked to numerous representatives. I talked to Stonegate Law Firm and they suggested that we call and ask to cancel. We have no supporting documents because we did everything by phone except the meeting with the Westgate **** at ***************;
Sincerely,

***** *****
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.

Mr.********, please be advised that Ms. ***** has access to the steps required to add the additional members. Nonetheless, Westgate has advised Ms. ***** that we do not currently report her membership type and she did not request to cancel within rescission. As previously conveyed, the Vacation Traveler (VOA)membership is valid.

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 recommend that Ms. ***** please reach out to our Vacation Traveler Team 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
Initial Complaint
Date:03/24/2025
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 a complaint against Westgate Vacation Resorts for deceptive sales practices. In November 2021, I was misled into purchasing a timeshare after attending a presentation under false pretenses. I was initially told I had won a prize but was later pressured into a high-pressure sales pitch that lasted over four hours.The sales representative made several promises, including a website setup for a second income, the ability to sell my week to cover maintenance costs, and an exclusive "one-day" offer that I later discovered was not unique. None of these promises were fulfilled. I was not properly informed about my rights, including the rescission period, and was rushed into signing the contract without a full explanation.After realizing the deception, I reached out to the representative and received no response. Later, a Westgate employee admitted that many of the promises made to me were false. I no longer want to be part of this contract as it was sold to me through misleading and dishonest tactics. I am seeking cancellation of my contract and a full refund Thank you,
Business Response
Date: 04/23/2025
April 23, 2025

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

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

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

Mr.********, please be advised that Westgate has previously addressed these same concerns with *** ******, who has since failed to provide supporting documentation or any additional information for our review. Ultimately, if there was any discomfort whatsoever at any point during the presentation, she could have stopped it altogether. The final buying decision was always that of the consumer.

Westgates position remains that *** ******* contract is valid and enforceable. For your convenience, you may find copies of Westgates previous responses attached for your review. Please be advised that *** ****** has previously been provided copies of the documents mentioned in our previous responses.

While we are appreciative of *** ******* concerns, Westgate remains available to help. We encourage the consumer 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: ****** *.)

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Attachments
Initial Complaint
Date:03/21/2025
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 agreement due to misrepresentations made during the sales process, which have significantly impacted us financially. We were led to believe that the timeshare would be a valuable and flexible investment, but this has proven false. Attempts to resolve our concerns have been met with disrespect, and our sales representative is unreachable, raising concerns about transparency. Additionally, the financial terms presented to us were misleading, creating an undue burden. Given these issues, we demand the cancellation of our contract and a refund. We expect prompt confirmation of this request.
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 ******* ******** Rodriguezs complaint. We thank you for the opportunity to respond.

Mr.********, first and foremost, we truly regret to read of Ms. ********* dissatisfaction, and that she has become frustrated with her purchase. We wish to reassure her that one of Westgates main goals is assisting our owners in realizing the full potential of their vacationing asset, and we are committed to providing her with the highest level of service.

That being said, while the concerns presented by Ms. ******** are vague, please be advised that Westgate has previously addressed concerns presented by her, and our position remains as previously conveyed. Ultimately, full and fair disclosure of all purchase terms, including the usage and financials, was provided on the day of sale in accordance with all laws.

While we are appreciative of Ms. ********* concerns, Westgate is 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: ****** *.)

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Customer Answer
Date: 05/13/2025

Complaint: 23099614

Thank you for your response. However, I must be absolutely clear: cancellation of my Westgate Resorts timeshare is not a request it is a necessity. I am no longer willing to entertain mediation, negotiations, or further correspondence aimed at salvaging this ownership.
Despite Westgates repeated claims that "full and fair disclosure" was provided at the time of sale, my experience has proven otherwise. The reality of the financial burden, the lack of transparency, and the misalignment between what was promised and what was delivered have made continued ownership unsustainable. This situation has negatively affected my financial stability, peace of mind, and well-being outcomes that contradict any notion of this being a vacation asset.
I require the immediate and complete cancellation of my timeshare contract. I am not interested in further outreach from your Contract Mediation Team or any other department unless it directly pertains to the confirmation of cancellation and release from all financial and legal obligations.
Please consider this formal notice of my unwavering intent. I expect written confirmation that the contract has been terminated and that I have been released from all future obligations.
Sincerely,

******* ******** *********
Business Response
Date: 05/14/2025
May 14, 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.

While Ms. ******** is wholly entitled to both her opinion and feelings, the fact remains that, absent supporting documentation of wrongdoing on Westgates part,Ms. ********* claims fail to negate the terms of the contract, which remain 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 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
***********************************************************************************************************************************

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Customer Answer
Date: 05/15/2025

Complaint: 23099614

Thank you for your response but I do not find it satisfactory. I want to be very clear: I am not seeking assistance, offers, or alternative solutions from the company. I want out of this timeshare contract permanently. I have communicated this multiple times and will continue to do so until I am completely free from this agreement.
This situation has caused me ongoing stress and frustration, and I am simply trying to move on with my life. The companys repeated lack of resolution and unwillingness to release me from the contract is unacceptable.
Cancel my contracts immediately.

Sincerely,

******* ******** *********
Initial Complaint
Date:03/21/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband and I purchased a timeshare at Westgate ************************************* under misleading sales tactics and misrepresented promises. We were assured that:1. Our timeshare would not affect our credit or ability to purchase a home. However, it appeared as a mortgage on our credit report, nearly preventing us from securing a home loan.2. Westgate would buy back our timeshare if we chose to sell. When we attempted to do so, we were informed that no such buy-back program exists.3. Upgrading to an all-season, every-year package would resolve booking limitations. Yet, availability remains scarceeven when booking months in advancewhile non-owners can reserve rooms through third-party sites.4. Unused days would roll over at no extra cost. Later, we were told that transferring them incurs additional fees, which were never disclosed at the time of purchase.Westgates deceptive sales tactics, hidden fees, and lack of transparency have left us feeling misled and trapped in a contract that does not provide the promised benefits. Despite numerous attempts to resolve these issues, Westgate has failed to act in good faith.Given the pattern of mis
Business Response
Date: 04/07/2025
April 7, 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. ********, regarding Ms. ****** concern with credit reporting, we can confirm that at the time of her original purchase, Westgate did not report to credit at all, and Westgate did not begin credit reporting until years after this purchase.

With respect to Ms. ****** concern with any fees associated with her contracted usage, please allow us to take this opportunity to briefly explain her ownership and some benefits she has as an owner. Our records reflect that on May 18, 2022, Ms. ***** upgraded her Westgate ownership to an ALL-Season week in a 2-Bedroom Villa for annual use, with first occupancy in 2023, at the Westgate ************************************* & **********. We ask her to keep in mind that she purchased under the Floating Use Plan for reservations, wherein she does not own the use of a specific unit, but rather a certain unit type, based on availability. Therefore, Ms. ***** has the right to occupy her villa at her home resort during her 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. With this in mind, we ask Ms. ***** to understand that any use outside of her contracted usage rights is considered a non-contractual owner benefit that is governed by Westgate Resorts Internal Exchange program,as disclosed in the Acknowledgment of Representations, including the mentions of fees associated with taking advantage of these expanded use options.

As for the remainder of Ms. ****** concerns,Westgate has previously addressed them, 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 copies of contract documents mentioned in Westgates previous response were previously provided to the consumer.

At the conclusion of our research, Westgates position remains that Ms. ****** contract is valid and enforceable. While we are appreciative of her concerns, Westgate remains available to help. We encourage her to reach out to our Contract Mediation Team directly at ************** for further assistance regarding her ownership.

We thank you for the opportunity to be of service.

Respectfully,

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

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Customer Answer
Date: 04/07/2025

Complaint: 23098021

I am rejecting this response because:

***** & ****** *****
*********************************************
Westgate Resorts
Attn: Owner Mediation
*******************************;
********************;
April 7, 2025
Re: Contract #: 83587748225-020
To Whom It May Concern,
We are writing in response to Westgates recent reply to the Better Business Bureau regarding our ongoing concerns about our ownership experience. Frankly, we are extremely disappointed by Westgates continued refusal to take accountability for the misrepresentations and poor treatment we have experienced as owners. Your response does not address the heart of our complaint, nor does it reflect any genuine attempt to resolve the situation in good faith.
Westgates statement that the company did not begin reporting to credit until years after our original purchase completely ignores the issue at hand. The fact remains that we were specifically told at the time of purchase that this ownership would never impact our credit. That assurance was a critical part of why we felt comfortable moving forward with the purchase. It does not matter when Westgate began reporting to credit the point is, we were promised it would never happen. That promise was broken.
Additionally, your response attempts to brush aside our frustration with fees and booking issues by restating terms of the contract we were never properly informed of. We were repeatedly told during the sales process that upgrading to an All-Season package would remove the availability limitations we originally faced. This was false. Despite paying significantly more for the upgrade, we have continued to struggle with availability at our home resort, even when attempting to book far in advance. Meanwhile, we have seen non-owners easily reserve the same locations online. This is unacceptable and directly contradicts what we were led to believe as owners.
Moreover, the continued addition of fees for basic booking changes and limitations on rolling over unused days were never clearly explained to us prior to purchase or upgrade. These unexpected costs and restrictions have caused us considerable financial stress and only add to our frustration with Westgates deceptive practices.
Westgates response also claims that our concerns have been previously addressed. Simply repeating a previous response does not resolve the fact that we were misled, and it does nothing to correct the damage that has been done. We did not enter this agreement with full and honest information, and we would not have agreed to purchase had we known the reality of ownership with Westgate.
Our experience has been nothing short of disappointing, frustrating, and financially draining. We entered into this ownership agreement with trust in Westgates sales representatives and promises trust that has been completely violated.
Given the totality of our experience the misrepresentations made during the sales process, the ongoing booking challenges, the unexpected fees, and the negative credit reporting we are left with no confidence in Westgates ability or willingness to provide what was promised to us.
We are respectfully, but firmly, demanding that our contract be canceled immediately and that we receive a full refund. This is the only acceptable resolution given the circumstances. We expect Westgate to take responsibility for the way we have been treated and to resolve this matter in a way that is fair and ethical.
Sincerely,
***** and ****** Spain
Business Response
Date: 04/16/2025
April 16, 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.

*** ********, first and foremost, we regret to read of *** and Mrs. ****** continued dissatisfaction with Westgates previous responses. We wish them to know that we are committed to providing them with the highest level of service, and we are sorry if they feel as though we have not met that standard.

Regarding their usage concerns, we can confirm that, per their Public Offering Statement and Acknowledgment of Representations, which they received copies of on the day of sale,disclosure of fees for non-contractual owner benefits was in fact provided in accordance with all laws on the day of sale. The fact remains that the consumers contracted usage rights in a specific unit type, during a specific season of ownership, on every agreed-upon occupancy year. Ultimately, usage outside of this is wholly non-contractual and subject to Westgate Resorts Internal Exchange programs terms and conditions whether they agree or not.

As for *** and Mrs. ****** credit reporting allegations, while verbal, we can confirm that Westgate is well within its rights to make a decision to report as the consumers entered into a loan confirmed by a promissory note and secured by a mortgage. That being said, if *** and Mrs. ***** have supporting documentation for their verbal claims of Westgate agreeing to never reporting their loan status to credit bureaus, we encourage them to provide it and we will review it accordingly.

In the meantime, ultimately, while *** and Mrs.***** are entitled to both their feelings and opinions, Westgates position remains as previously set forth with regard to each of their remaining ********* such, Westgates position remains that their contract is valid and enforceable.

We know it can be frustrating for *** and Mrs.***** to learn their contract cannot be cancelled; however, we wish them to know that we want to help them. It is important to consider our offer of assistance as something that provides them with additional resources and our department referrals will provide help to the best of their abilities. As such,while we cannot control whether *** and Mrs. ***** accept our offer of help, we again encourage them to reach out to our Contract Mediation Team at ************** for further assistance regarding their ownership.

We thank you for the opportunity to be of service.

Respectfully,

****** *., Executive Team
Correspondence
*********************************************************************************************************************************** (Attn: ****** ****************
Customer Answer
Date: 04/17/2025

Complaint: 23098021

I am rejecting this response because:

4/17/2025

To Whom It May Concern,
We are writing in direct response to your April 16, 2025, letter regarding our ongoing complaint. While we appreciate your acknowledgment of our dissatisfaction, we must express that your response fails to address the core issues weve raised and instead reiterates a position that continues to disregard the misrepresentations we experienced during the sales process.
At the time of purchase, we were assured by your sales representatives that this timeshare would not appear on our credit reports in a way that would jeopardize our financial goals. We were also explicitly told that Westgate would repurchase the timeshare if we ever chose to sell it. Both of these assurances influenced our decision to purchase and both turned out to be completely false. Your letter requests documentation of these verbal promises, yet it is clear that the burden of proof unfairly falls on us when these representations were made by your employees in a high-pressure, sales-driven environment. Regardless of whether they were in writing, they were fundamental to our understanding of what we were purchasing.
Additionally, your letter implies that we fully understood and accepted the limitations of our usage rights. That is simply not the case. We were never clearly informed that booking would be restricted to specific seasons or subject to such limited availability. Even after upgrading to an every-year, all-season package, we continue to face the same challenges with available stays nearly impossible to book and non-owners securing reservations through third-party sites. This situation is unacceptable, and it is not the experience we were sold.
Your response also fails to address the accumulation of hidden fees and inconsistent information weve received from your staff over time. We were told unused days would roll over without issue, only to later be charged fees we were never informed about. This repeated lack of transparency has eroded any remaining trust we had in Westgate.
Let us be absolutely clear: we entered this agreement based on multiple verbal promises that have not been honored, and despite our repeated efforts to resolve this matter, Westgate has failed to provide a meaningful solution. At this point, the only fair and reasonable outcome is a full refund of all payments we have made toward this timeshare. This is not a request we make lightly, but one born from years of frustration, financial strain, and emotional exhaustion.
We are not seeking special treatment we are simply asking that Westgate take accountability for the way this contract was misrepresented and the continued failures in service we have experienced. We urge you to reconsider your position and resolve this matter with integrity by issuing a full refund.
Sincerely,
****** & ***** Spain
Initial Complaint
Date:03/19/2025
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.
Contract Number: ******** Misled by the timeshare developer
Business Response
Date: 04/04/2025
April 4, 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 while Westgate makes no promises regarding the earning potential for owners, our records do indicate Ms. ***** is a *************** Program (***)member. As such, she can earn a commission based on bookings and timeshare purchases made by qualified referrals associated with her TPP account.That being said, we ask the consumer to keep in mind that the benefits possible are directly related to each owners persistence and efforts to participate. We ask Ms. ***** to refer to her Acknowledgment of Representations, which she received a copy of on the day of sale, that includes the following clause:I (We) acknowledge that the purchase price was not based upon participation in any Owner Referral or Rewards Program, that our participation in any Owner Referral or Rewards Program is voluntary, and that I (We) are obligated to pay the purchase price for the timeshare interest and all future *** **** without regard to participation in any Owner Referral or Rewards Program.

Additionally, we ask Ms. ***** to understand that Westgate cannot control employee turnover, but we can confirm that the *** department has a back office dedicated to assisting owners with their TPP businesses in any way needed. As such, for additional assistance, we encourage her to contact our ************** at **************.

As for the remainder of Ms. ****** concerns,Westgate has previously addressed them, and our position remains unchanged.While we are appreciative of the consumers concerns, Westgate remains available to help. As such, for personalized assistance on all account matters,we encourage Ms. ***** to contact our **************** Team at ************** / Option #4.

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/sp
Initial Complaint
Date:03/19/2025
Type:Sales and Advertising 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 am writing in regards to a purchase we made in January at Westgate Lakes. After sitting through a timeshare presentation, we declined to purchase. Then a third sale offered us the option to purchase two weeks of Westgate stay and two weeks of exchange options combined. This conversation was specific and explicit to our concerns. We were told that it included the two weeks in a westgate property and two weeks in the interval exachange program. We discussed specifically our desire to use the exhange weeks for an uncoming trip to ****** and expressed our concerns that we would not be able to get what we wanted through the exchange. The sales person assured us that our experience would be different because we would be viewed as owners and not just guests using a gifted week. They told us that in addition to having the advantage of using the exchange program as owners we would be upgraded to gold status or level. The seller expressed a hope that this would give Westgate another opportunity to impress us. We ended up buying two weeks westgate/two weeks exchange. There is no way we would have made this purchase if it only included the westgate properties; our primary interest was in the interval exchange. We opted for this because it included 4 weeks stay between the westgate and interval weeks. Now we are trying to access the two weeks of interval exchange and when I speak with a phone representative, he says they dont exist and werent included. Again, the seller was clear in our desire to use interval weeks for a vacation in ******. If they sold us something that didnt include that, then we made this purchase under false pretenses. They pointed to a line in the contract referring to a Getaway week as the contractual agreement on the exchange weeks. Our preferred solution is to get access to the two weeks we were sold in the interval exchange. If that isnt an option, then we want a full refund. What Westgate is offering now is not what we purchased.
Business Response
Date: 04/23/2025
April 23, 2025

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

RE: Liberty Bell
Complaint ID # ******** Account # *********** *********

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

Mr.********, please be advised that both of Ms. ***** accounts, account #*********** and account #***********, have been cancelled and refunded.

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/sp
Customer Answer
Date: 04/26/2025

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.The money has been credited back to our card. Thank you for the help.

Sincerely,

Liberty Bell
Initial Complaint
Date:03/18/2025
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 against Westgate Resorts due to deceptive sales practices, high-pressure tactics, and the company's refusal to honor verbal assurances made during the sales process. We were introduced to Westgate on the *************** at the start of COVID-19 and were lured into a sales presentation under the promise of an amazing opportunity. Despite repeatedly declining, we were subjected to hours of pressure from multiple sales representatives. We were told the timeshare was an exclusive deal, easy to rent out, and that Westgate would buy it back if we ever needed to exit. These assurances were later proven false. Westgate held onto our IDs and licenses while presenting various financial scenarios until we finally agreed under duress. We were required to postdate a check for part of our down paymentconveniently outside the rescission period. When we later attempted to use the timeshare, availability was extremely limited, and due to COVID-related financial hardship, we could not travel. Despite multiple requests, Westgate has refused to release us from the contract or offer any reasonable exit solution. Attempts to contact Westgate for assistance have been met with unresponsiveness and evasion. The financial burden of this unwanted timeshare has placed an immense strain on our lives, and we feel trapped in a contract that was misrepresented from the start. We demand immediate cancellation of our contract, release from financial obligations, and a refund of all payments made. We have exhausted all attempts to resolve this matter directly with Westgate and are now escalating to the Better Business Bureau to seek justice. Sincerely, ****** and **** *******
Business Response
Date: 04/09/2025
April 9, 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, regarding ********** availability claims, while the statement itself is contradictory due to the consumers own admission of being unable to travel during COVID hardships, we found no record of any attempts to secure a reservation date prior to her cessation of payments. Please be advised that since mid-2022, the account has not qualified for occupancy due to being delinquent.

As for the remainder of Ms. ******* claims,including the presented sales allegations, please be advised that Westgate has previously addressed them, and our position remains unchanged. Furthermore, we ask Ms. ******* to understand that we have repeatedly denied her request for cancellation, and her disagreement with Westgates position does not require a different outcome. For your convenience, you may find a copy of Westgates original response attached for your review. The documents mentioned therein were previously sent to the consumer as well.

Ultimately, Westgates position remains that absent documentation of wrongdoing on Westgates part being provided as requested, the contract remains valid and enforceable. While we are unable to provide the resolution Ms. ******* seek, we wish to reassure her that Westgate is willing to work with her during her hardship. We ask her to reach out to our **************** Team at ************** to request a hardship application. Please advise her that she will need to fully execute the application and submit all requested documentation to the address listed on the application. Westgate will not review any applications where supporting documents are missing. Once the application is reviewed, she will be notified in writing of Westgates decision.

We thank you for the opportunity to be of service.

Respectfully,

****** *., Executive Team
Correspondence
*********************************************************************************************************************************** (Attn: ****** **********************************
Customer Answer
Date: 04/14/2025

Complaint: 23083199

I am rejecting this response because:

To Whom It May Concern,
We are writing in response to your recent letter dated April 9, 2025, regarding our ongoing dispute over our timeshare contract, Complaint ID #********. We are extremely disappointed but, unfortunately, not surprised by the continued refusal to acknowledge the real concerns we have raised. Your response fails to address the core issue of how we were misled and pressured into signing this contract under deceptive and coercive circumstances, which we have clearly outlined multiple times.
Once again, we must emphasize that the promises made during the sales presentationpromises that were central to our decisionhave proven to be completely false. We were told this was an exclusive offer, easy to rent out, and that Westgate would buy it back if we ever wanted to exit. These were not casual remarksthey were direct assurances that influenced our decision and gave us a false sense of security. We were placed in a high-pressure environment, our IDs were held, and we were coerced into signing documents we didnt have the opportunity to fully review. To make matters worse, the payment process was deliberately structured in a way that prevented us from acting within the rescission period. These are not the actions of a company acting in good faith.
You mention that there were no records of us trying to make a reservation prior to account delinquency. This is completely irrelevant to the core issue of how the contract was initiated. It also ignores the reality of the global COVID-19 pandemic, during which travel was restricted and financial hardship was widespreadfactors weve been open about from the start. Rather than offering flexibility or genuine help, Westgate has continuously deflected, denied, and ignored the substance of our complaint.
Your offer to submit a hardship application is not a resolution. It is a stall tactic that does nothing to address the root of this problem. We are not seeking a temporary pause in payments. We are demanding that you cancel this contract entirely and refund us for all payments made, including maintenance fees. Westgate should not be profiting from a deal that was built on dishonesty and manipulation.
We have made every effort to resolve this matter directly with you. What we have received in return is a series of dismissive, canned responses and empty reassurances. We do not accept your position, and we will not simply walk away from this. We expect a fair resolution that reflects the wrongdoing we experiencedstarting with a full release from this contract and the return of the money we paid in good faith.
Sincerely,
****** and **** *******

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.********, please be advised that, while we are unsure as to how the payment process could have in any way hindered Ms. ******* state mandated rescission rights, the fact remains that she has failed to provide supporting documentation to serve as evidence for her claims. Ms. ******* choice to move forward with a purchase in a presentation that she claims to have felt pressured and coerced throughout, was solely her responsibility. Likewise, any failure to review and exercise her rescission rights, was again, entirely her decision,as the consumer.

Ultimately,Ms. ******* refusal to explore, and her assumption of, what options are available upon successfully completing Westgates hardship program, is solely her decision and opinion. Westgate's position remains that, absent supporting documentation to negate Ms. ******* signatures on the day of sale, the contract remains as valid and enforceable.

Further,please know that Ms. ******* is well within her rights to escalate her complaints to any outside forum as she deems fit. However, be advised that,while she may not agree with our response, Westgate has addressed and will continue to address Ms. ******* concerns regardless of the escalation path she may choose.

While Westgate is unable to control whether Ms. ******* decides 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
Customer Answer
Date: 04/29/2025
Complaint: 23083199
I am rejecting this response because:

To Whom It May Concern,
We are writing in response to your letter dated April 24, 2025, regarding Complaint ID #********. While you assert that Westgate Resorts has addressed our concerns, your response continues to ignore the substance of our complaint and further demonstrates the companys unwillingness to acknowledge the deceptive practices that led to this contract.
Let us be clear: our decision to enter into this agreement was made under pressure, misinformation, and coercive sales tactics that we have repeatedly detailed. We were promised benefits that never existedsuch as guaranteed rental income, a straightforward resale process, and an exclusive opportunityall of which were central to our decision to sign. These promises were not minor or vague; they were deliberate, persuasive claims made by your sales representatives, designed to manipulate our decision-making while limiting our ability to walk away. At no point were we given a fair opportunity to review the documents in full, and the holding of our identification created an environment where we felt we had no real choice.
Furthermore, we maintain that the payment structure you required at the point of sale effectively restricted our ability to exercise our state-mandated rescission rights. Whether Westgate understands how that could occur is beside the pointthe result is that we were misled and placed into a binding agreement under circumstances that should never have been allowed. You continue to ask for documentation to dispute our signatures, as if a signed document alone invalidates all context and conditions under which it was signed. This position completely ignores the reality that a signature obtained through pressure and deception does not make a contract fair or just.
Your reference to our choice not to pursue your so-called hardship program is irrelevant. We are not seeking temporary relief. We are demanding the full cancellation of a contract that was rooted in misrepresentation, along with a refund of all payments madeincluding any maintenance fees. Offering us a mediation line or repeating that we can escalate our complaint elsewhere is not a resolution. It is a deflection, and it further confirms your unwillingness to take accountability for the way this sale was conducted.
Westgates conduct raises serious concerns under Florida law, particularly Chapter 721 of the Florida Statutes, which prohibits sellers from misrepresenting the timeshare plan or creating false or misleading impressions regarding the benefits of ownership. Your sales representatives clearly misrepresented key facts and created a false sense of urgency and security in order to push us into a sale. These actions were not only unethical, they appear to be in direct conflict with statutory protections meant to safeguard consumers.
We have made every effort to resolve this matter directly and reasonably. Westgates repeated form responses, failure to address the specific misrepresentations we experienced, and refusal to take responsibility for those actions leave us no choice but to continue pursuing relief. We again demand the immediate cancellation of this timeshare contract and a full refund of all payments made.
Sincerely,
****** and **** *******
Initial Complaint
Date:03/17/2025
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 a complaint against Westgate Resorts due to their lack of response to my repeated requests to cancel my timeshare. I simply cannot afford to continue paying for it and need a resolution.I was coerced into signing the contract, believing it was a good investment, but it has only become a financial burden. Despite reaching out multiple times, Westgate has ignored my cancellation requests and has offered no assistance.I am requesting that Westgate Resorts cancel my timeshare and relieve me of this ongoing financial strain. I appreciate your help in addressing this matter.
Business Response
Date: 04/07/2025
April 7, 2025

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

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

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

We apologize if Ms. ********* felt uncomfortable or pressured in any way while attending our sales presentation. Since there may have been offers presented on a first-come, first-served basis, depending on the available inventory, the representative may have expressed some urgency regarding the offer. However, 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.

Additionally,to address any claims of investment potential, please recognize that the Public Offering Statement discloses that, the purchase of a time share period 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 time share period may be resold. Nonetheless,we can confirm that, as the owner of deeded timeshare real estate, ************ 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 **************.

Further,we regret to read of any perceived lack of response Ms. ********* may claim to have experienced; however, please allow us to clarify that we have only received one correspondence from her regarding a request for cancellation and we have responded accordingly. Additionally, we have tried to reach Ms. ********* by phone for years, even doing skip ******* to no avail. Nonetheless, Westgate has no record of her reaching out to us numerous times.

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.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 the application. Westgate will not review any applications where supporting documents are missing. Once the application is reviewed, she will be notified in writing of Westgates decision.

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

Respectfully,

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

Ak/am
Business Response
Date: 04/18/2025
April 18, 2025

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

RE:La ****** *********
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 be advised that cancellation will not be provided due to the passing of the mandatory rescission period. As such, our department referrals will not be providing cancellation either. The hardship application was encouraged for Ms. ********* simply due to the hardship she stated she was experiencing for a chance at assistance with these difficulties. As the assistance options that are provided, if the application is approved, vary greatly depending on each owners personal situation, we again recommend that she contact our **************** Team at **************; however,this will not provide Ms. ********* with cancellation.

We thank you for the opportunity to be of service.

Respectfully,

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

Ak/sp
Initial Complaint
Date:03/17/2025
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.
During my week stay in an Orlando Hotel, I was confronted by someone offering discount tickets to theme parks if I just went into an hour long presentation. There was no mention that this would be for a timeshare.When the timeshare was offered, I had politely declined and they were very persistent, making me believe I would save so much money by owning the property and not having to pay for hotel stays. I kept saying I didnt want to have this property as I was currently in the market of buying a home and didnt want this showing up on my credit report and also needed the money for down payment. I was told not to worry and that it wont show up. Informed me I could even put down payments on the timeshare via multiple credit cards if necessary so I didnt need to use my bank for the money. Needless to say, it did show up and did interfere with me buying a home and causing more money to have to be given upfront for the house I purchased.I was also given a welcome package as I finished signing and it seemed as though I needed to promote timeshare via social media with a code specific to me which was never discussed before signing any documents. Even after signing, it wasnt mentioned thats what I needed to do. I just happened to notice it in the documents after I got back to the hotel. This was completely misleading!I need this contract to terminate immediately. I cant continue paying for two properties as Im also a homeowner with children to support. I also recently moved to GA so I am closer to FL and wouldnt need a separate property in ***I am needing to get out of my current timeshare as it is making me go into debt. I had the timeshare on auto pay through one of my credit cards which I am also accruing so much interest throughout the ownership.I would like to return this timeshare as Im not interested in keeping it or want anything to do with it.
Business Response
Date: 04/07/2025
April 7, 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 Westgate has addressed these concerns previously and, absent findings of wrongdoing on Westgates part, our position on these matters stands unchanged. As such, please find a copy of our previous response uploaded in succession with this response.

We thank you for the opportunity to be of service.

Respectfully,

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

Ak/bp
Initial Complaint
Date:03/14/2025
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, **** Olvera ****** and ********* Barrera ******, file this formal complaint against Westgate Resorts regarding our timeshare agreement, Account #***********. Despite multiple attempts to address our grievances, Westgate has failed to provide an adequate resolution. We demand immediate termination of our contract and release from all associated obligations.Westgate's claim that we received full and fair disclosure is false. The high-pressure sales tactics and misleading verbal assurances significantly influenced our decision to sign the contract. The complexity and convoluted legal language of the agreement further obscured critical details. Westgate's refusal to acknowledge these tactics is a clear violation of consumer protection standards.Westgate's practice of unilaterally determining fees at their discretion is both exploitative and opaque. This lack of transparency directly results in financial harm and demonstrates a blatant disregard for customer rights and fair business ********************************* policy of dismissing verbal statements made during high-pressure sales pitches as insufficient evidence is a loophole designed to protect the company from consequences. This approach fails to hold employees accountable and disregards the customers experience and ********************************* refusal to acknowledge the validity of our grievances and their insistence that our contract is valid and enforceable is both dismissive and insulting. We have raised legitimate concerns that have been ignored.We demand the immediate termination of our timeshare contract and full release from all associated obligations.Sincerely,**** Olvera ****** ********* Barrera ******
Business Response
Date: 04/03/2025
April 3, 2025

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

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

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

***********, regarding *** and **** ******* feelings about the language of the agreement, had there been any reservations concerning this, *** and **** ****** were well within their rights to have stopped the process at any point.  Even if they chose to proceed regardless, we can confirm that *** and **** ****** were provided with a state mandated rescission period in which they could have chosen to review anything they felt they did not understand, with anyone of their choosing. Whether *** and **** ****** agree or not, we can advise that full and fair disclosure of their purchase terms were provided in accordance with all laws on the day of sale; this is not required to be verbal.

As for *** and **** ******* feelings surrounding verbal allegations, please allow us to clarify, when evidence is offered to support a verbal allegation presented by an owner, Westgate does explore it and proceed accordingly. However,when supporting documentation has not been presented in order to serve as evidence of a claim that is wholly contradicted by executed contract documents,and, in many cases, the recorded closing, we follow the tangible evidence.

Furthermore,while we regret to read of *** and **** ******* feelings about Westgates ability to determine applicable fees, please understand that the contracted purchase price, interest rate, and monthly payment are all fixed rates and will not change unless both parties agree, in writing, to a modification or an amendment. As for the Maintenance and Tax (M&T) dues, *** and *********** executed Closing Disclosure document clearly states these assessments may increase over time. Please keep in mind that an additional copy of this document will be issued to *** and **** ****** directly,via the email on file. Further, any remaining fees are pertaining to Owner Benefits which are non-contractual in nature and Westgate is at liberty to change, or even revoke, any of these programs at any time as they are benefits offered at a cost that Westgate is well within its rights to control.

Ultimately,while *** and **** ****** are entitled to their opinion, the fact is, and will remain, that Westgate has addressed their concerns in full, whether they agree with our position or not. They have in no way been ignored. Westgate's position is that the contract remains valid and enforceable.

Nonetheless,as we continue to deeply value *** and **** ******* relationship with Westgate Resorts and remain committed to providing them with the highest level of service, we encourage *** and **** ****** to reach out to our department referrals as they aim to provide owners with direct assistance with their accounts. For further assistance with their account, we encourage *** and ********** to reach out to our ***************************** at **************.

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

Respectfully,

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

Ak/am
Customer Answer
Date: 04/04/2025

Complaint: 23068249

I am rejecting this response because:+
Dear Mr. *************** appreciate the opportunity to provide a response to Westgate Resorts' recent correspondence. While Westgate claims to have fulfilled its legal obligations, we feel compelled to emphasize that the heart of our complaint lies in the misrepresentation and manipulation that occurred during the sales processissues that are not remedied by merely pointing to the existence of a signed contract. Westgates response fails to acknowledge the aggressive and misleading sales tactics that induced us into signing documents under pressure, without the time or clarity necessary to make an informed decision.
Westgates suggestion that we could have stopped the process at any point ignores the high-pressure environment created by their sales staff. We were subjected to hours of persistent sales tactics, misinformation, and emotional manipulation. The suggestion that we should have exercised our rescission rights presumes we fully understood what we were agreeing towhich we did not, due to misleading verbal promises that contradicted the final documents. Being handed a pile of documents after hours of verbal assurances does not amount to fair disclosure, especially when those documents do not reflect what was promised during the presentation. The rescission period becomes meaningless if the buyer is misled into thinking the documents confirm what was promised, when in fact they do not.
Regarding Westgates position on verbal allegations, the companys dismissal of our claims on the basis that they are not supported by documentation is a clear evasion of responsibility. Of course there is no written documentation of the lies we were toldwe were not provided a transcript of the sales presentation, nor were we recording the session. This is precisely why verbal misrepresentation is such a serious and prevalent issue in timeshare sales and why consumer protections are vital. It is not reasonable for Westgate to require documentation of statements its own agents made verbally, especially when those statements conflict with the contract. That doesnt absolve them of wrongdoingit highlights the issue.
Additionally, Westgates claim that fees and charges were clearly explained and agreed upon is disingenuous. The nature of how fees like Maintenance and Tax (M&T) assessments were explained was misleading at best. We were assured these fees were minimal and would remain relatively stable. Only later did we discover that not only could these fees increase significantly, but they are also completely at the discretion of Westgate, further disproving the notion of fixed costs that we were led to believe existed. Furthermore, the so-called Owner Benefits were presented to us as part of the value of ownership, not as optional or revocable perks. Learning now that these can be changed or removed at any time with no recourse underscores how deceptive the original presentation was.
Finally, while Westgate insists that our concerns have been addressed in full, the tone and content of their response suggest otherwise. Dismissing our experiences as mere feelings is condescending and avoids addressing the core of our complaintthat we were misled into a contract that we would not have agreed to had we been provided honest and accurate information. We reject the assertion that this contract is valid under such circumstances, and we will continue to pursue any and all avenues available to us to resolve this matter in a fair and ethical manner.
We appreciate the BBBs role in facilitating this process and hope that our concerns are taken seriously, beyond the boilerplate denials presented in Westgates response.
Sincerely,
**** Olvera ****** and ********* Barrera ******

Sincerely,

**** ******
Business Response
Date: 04/16/2025
April 16, 2025

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

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

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

First and foremost, we sincerely apologize for any inconvenience Mr. ****** and Ms. ******* may have experienced due to the length of the presentation they attended and if they were uncomfortable in any way. We ask them to remember that they were only required to attend the presentation for the agreed-upon time and had no obligation to remain past that time or to purchase. Ultimately, it would have been at Mr. ****** and *********** discretion to inform the sales staff or closing officer of any discomfort to ensure proper action was taken and refrain from purchasing if their concerns were not addressed to their satisfaction. Furthermore, Mr. ****** and Ms. ******** refusal to accept and acknowledge their rights and responsibilities as the consumers in no way negates the fact that if they were uncomfortable with any aspect of the presentation they could have left, nor the fact that full and fair disclosure of the purchase terms was in fact provided on the day of sale in accordance with all laws. As the consumers, it was their responsibility to ensure that what they were acknowledging in their agreement coincided with what they expected, just as it is Westgates to disclose said agreement.

With respect to Mr. ****** and Ms. ******** concern regarding the associated maintenance dues and taxes (M&T), the language in their correspondence is in itself contradictory, as by their own admission, Mr. ****** and Ms. ******* understood that it would be relatively stable, which implies fluctuation, only to claim that it was alleged to be fixed in the next sentence.

As for Mr. ****** and Ms. ******** dissatisfaction with Westgates previous responses, we wish to assure them that Westgate is committed to providing them with the highest level of service, and we are sorry if they feel as though we have not met that standard. That being said, we ask them to understand that, while they may not like or agree with our responses, Westgate has addressed their concerns, and our position remains that their contract is valid and enforceable, as written.

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

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/sp
Customer Answer
Date: 04/17/2025

Complaint: 23068249

I am rejecting this response because:Thank you for providing us with Westgate Resorts response dated April 16, 2025. We appreciate the opportunity to submit a rebuttal regarding their position and reiterate the concerns that remain unresolved.
While Westgate asserts that we had no obligation to remain past the agreed-upon presentation time or to make a purchase, they fail to acknowledge the high-pressure tactics and manipulative strategies that are consistently reported in consumer complaintsincluding ours. The environment during the presentation was coercive, with prolonged delays, misleading statements, and constant pressure to make a decision without adequate time or opportunity for independent review. It is unrealistic and disingenuous for Westgate to imply that it was our sole responsibility to simply "walk away" under such conditions, especially when we were not made aware that the presentation would span several hours, nor that we would be repeatedly approached by various representatives even after expressing hesitation.
Furthermore, the response from Westgate conveniently shifts all responsibility to us as consumers, ignoring the company's ethical obligation to ensure that all representations madeverbally or in writingare clear, consistent, and not misleading. Their reference to full and fair disclosure does not reflect our experience. The sales process was rushed, and we were verbally assured of terms (including the stability of maintenance fees) that directly contradicted what was ultimately buried in fine print or omitted altogether.
Regarding the issue of maintenance dues and taxes, our complaint accurately reflected the misleading nature of the sales pitch. We were told that the fees would be fixed or stable, and we had no reasonable expectation of significant increases. Westgates attempt to twist our statement to imply an acceptance of fluctuation is disingenuous and avoids the core issue: we were misled. If the company truly believes its sales practices are transparent, then it should have no objection to sharing recordings or written transcripts of the exact representations made during the sales pitch.
As for Westgate's claim that our dissatisfaction stems from simply not liking their responses, that too is inaccurate. We are dissatisfied because their responses have not addressed the substance of our concerns. Reiterating that a contract is "valid and enforceable" does not change the fact that it was signed under duress, after prolonged pressure, and based on deceptive representations.
Finally, we appreciate the offer to contact their Contract Mediation Team, but we have already made efforts to resolve the issue directly with Westgate prior to filing this complaint, only to receive generic responses that did not acknowledge or address our core concerns.
In conclusion, we respectfully request that the BBB continue to support our efforts for a resolution that reflects the undue pressure and misinformation we experienced, and not simply dismiss our concerns based on the existence of a signed contract obtained under questionable circumstances.

Sincerely,

**** ******

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