Complaints

This profile includes complaints for Central Florida Investments, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Central Florida Investments, Inc.

  2801 Old Winter Garden Road Ocoee, FL 34761-2965

• 

  Central Florida Investments, Inc.

  12000 Cypress Run Dr Orlando, FL 32836

• 

  Central Florida Investments, Inc.

  131 SW Webbs Gln Lake City, FL 32024

• 

  Westgate Myrtle Beach, LLC

  415 S. Ocean Blvd. Myrtle Beach, SC 29577

• 

  Westgate Myrtle Beach, LLC

  415 S. Ocean Blvd. Myrtle Beach, SC 29577

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:03/28/2023

  Type:Customer Service 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.

  We purchased a timeshare from Westgate Cocoa Beach on January 16, 2021. Iain M. M****** sold this to us. The total cost was $13,334, our down payment was $300.00 on 1/16/21 & $980.00 on 1/25/21, and we financed $11,520.00. We are now paid in full, and our maintenance was to be $687 on odd years. He told us we could take vacations every year for a week, but our maintenance fees would be every other year. They wouldn't stop till we agreed to finance it. At no time did Iain tell us that our WEEK at Cocoa Beach was for EVERY OTHER YEAR!! Only kept saying you can deposit or exchange it with International and get 2 weeks (which turned out to be 12 days). At the signing, we advised them again to pay it off & owing NOTHING AT ALL, where we discussed again the odd years for the maintenance fee every other year. Teresa G****** his supervisor, said yes. After our purchase, I started looking and calling resorts on my own and trying to figure out how to do it, and the worst was they were all telling me they had nothing open. I called International again and had them just check availability, which for all dates I tried in June and July, nothing available for any of the several locations I was looking for. When I call Westgate, I have to hold anywhere from 30 to 50 minutes. Finally, they told me that I owed fees, and that was why I was told to call Westgate to pay the fees, and then Westgate could deposit my week. Westgate stated I owed maintenance fees, and this is where I said no, I paid the maintenance already and don't owe anything till 2023. We were then told we had one week every other year, and this was never disclosed to us. We have paid our fees since, and have never been able to use this timeshare. We have been in constant contact with Westgate Resorts, and they refuse to help us exit this timeshare. We sent our deed back to them and paid our fees up to date, and they told us that is not how it works.

  Business Response

  Date: 05/16/2023

  May 16, 2023
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S Grant Street
  Longwood, FL 32750
  
  RE: ******* **********
        
  Account # *********** * **** * ********* * ********* ** * ********
  
  Dear Mr. *********
  
  Westgate Resorts is in receipt of your
  correspondence regarding Ms. **********’s complaint. We thank you for the
  opportunity to respond.
  
  Mr. ********* please be advised that we have
  reviewed Ms. Harrington’s account and we have determined that we may have options
  available to assist her with her concerns regarding her ownership. We will be
  contacting her directly via email to resolve this matter and work towards reaching
  an amicable resolution. If any questions or concerns should remain, we may be
  contacted at the email address provided below. We appreciate the opportunity to
  be of service.
  
  Respectfully,
  
  Connor M.,
  Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  *********************************
  
  Cm/bp

  Customer Answer

  Date: 05/18/2023

  
  
  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:03/28/2023

  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 have been wrongfully denied a chance to cancel my timeshare property with Westgate Resorts. I came to them in early February 2021, requesting that all 3 of my contracts ************* *********** **********) be canceled, and a refund is issued. After several months of back and forth with Westgate Resorts, they canceled 2 of the three contracts in question. When I contacted them again concerning the 3rd contract and requested the $6000 overpayment be refunded to me, this was their response:
  
  
  With regard to your inquiry about the $6,000, please know that when your Account # ***********
  defaulted, you were reverted to Account # **********. As such, your payments to the
  defaulted account were applied to your active account # **********. As this account was already cashed
  out, these monies went towards your Maintenance dues and Taxes ***** for 2022, and you were left with
  a credit towards a future *** balance. Please be advised that this is not considered overpaying, as you
  were contracted to make those payments. Moreover, when Account # *********** defaulted, those
  monies were forfeited, allowing Westgate the right to transfer them to your previous account. However, for
  your convenience, these were applied as credit for future *** payments. You may refer to the attached
  Contract for Purchase and Sale document, page 2, line 13 for complete disclosure.
  
  
  This is entirely out of line. The $6000 in question was my money, and I have the right to determine how it should be spent. It is not Westgate's decision, and I feel they have stolen this money from me and refuse to cancel the contract knowing that it will not be used and using it to keep me held hostage. These funds brought my account current; therefore, I am now considered a loyal paying customer instead of a very frustrated and unhappy one. I want this contract canceled and my money returned immediately.

  Business Response

  Date: 04/11/2023

  April
  11, 2023
  
  
  ****** ********
  Consumer
  Affairs Representative
  BBB
  serving Central Florida
  1600
  S Grant Street
  Longwood,
  FL 32750
  
  RE:
  ****** ******
         Complaint ID * ******** * ******* * ********** * **** * *******80
  
  Dear
  Mr. *********
  
  Westgate
  Resorts is in receipt of your correspondence regarding Ms. ******’s complaint.
  We thank you for the opportunity to respond.
  
  First
  and foremost, we regret to read that Ms. ****** no longer wishes to be an owner
  with Westgate Resorts. Please allow us to clarify that Account # ***********,
  was not cancelled at the consumer’s request but instead was defaulted and
  subsequently closed due to nonpayment. As we have communicated to Ms. ******
  and as outlined in her Contract for Purchase and Sale, the Developer has
  the right to retain all monies paid as liquidated damages. To clarify, this
  means that all of her accounts and associated contracts are considered valid;
  therefore, no refunds are to be issued. While we understand that the consumer
  may not agree with this policy, this will not change Westgate’s position or
  handling of the account or transferred monies. We would like to reiterate to
  Ms. ****** that these terms were listed on the contract document which she
  signed and executed, which is legally binding. As the consumer, it was her
  responsibility to review and ensure that she was in agreement with these terms
  before signing.
  
  We
  would like to advise Ms. ****** that, as previously communicated, her contract
  remains valid and enforceable. If she has any additional concerns, we encourage
  her to contact our Owner Relations Team directly at 1-800-925-9999 / Option 4, for
  further assistance with all account matters.
  
  Respectfully,
  
  Michaynalda
  L., Executive Team
  Owner
  Relations Correspondence
  Westgate Resorts
  *********************************
  
  Ml/bp

  Customer Answer

  Date: 04/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because of your statement in that Account * *********** was not cancelled at my request, but instead was closed due to nonpayment. I must refute this claim and provide further details, as the situation is not as black and white as you make it out to be. First and foremost, I did not default on my payments willingly. My financial situation became more strained each month after signing contract upgrade #2, which I was coerced into by promises of lower maintenance fees and the ability to rent/sell timeshare weeks online. I regretfully signed the contract upgrade without understanding the full repercussions it would have on my finances. Furthermore, I did not receive any warning or communication from Westgate Resorts regarding the overpayment of $6000. I was completely blindsided when I discovered that this money had been used to pay fees on the upgrade without my permission. As a responsible consumer, I have the right to know where my money is going and be given the option to deny any transactions. To make matters worse, I have been faced with mounting difficulties trying to rent or sell my timeshare weeks online, as promised by your sales team. Despite your company's assurance that this would be an easy and profitable endeavor, I have found the reality to be quite the opposite. I am now unable to fulfill the financial obligations associated with the account and must look for alternative solutions. I understand that Westgate Resorts has a policy regarding liquidated damages, but I cannot accept that the company has the right to retain all monies paid without any consideration for the hardship that this will cause me. I was not aware of the full terms and conditions listed in the contract at the time of purchase, and my financial circumstances have changed since then.
  In light of these circumstances and the miscommunications between myself and Westgate Resorts, I must respectfully request that you review your decision and provide me with a fair and just solution. I am willing to work together to find a mutually beneficial resolution to this situation and avoid any legal action.
  

  Thank you for your time and attention.

  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 04/21/2023

  April
  21, 2023
  
  
  ****** ********
  Consumer
  Affairs Representative
  BBB
  serving Central Florida
  1600
  S Grant Street
  Longwood,
  FL 32750
  
  RE:
  ****** ******
         Complaint ID # ******** / Account # ********** * **** * *********
  
  Dear
  Mr. *********
  
  Westgate
  Resorts’ corporate office is in receipt of your correspondence with regard to
  Ms. ******’s complaint.
  
  Please be advised that we are still in
  the process of researching the consumer’s concerns, and we will respond as soon
  as our review is complete.
  
  Respectfully,
  
  Connor M., Executive Team
  Owner
  Relations Correspondence
  Westgate
  Resorts
  *********************************
  
  Cm/am

• Initial Complaint

  Date:03/23/2023

  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 need serious help and we haven’t been able to get that from Westgate, Consumer action, or the attorney general’s office. Either Westgate has those people around their finger or they just don’t want to get involved but for the past 3 years we have been trying to cancel our contract & we can’t get ANYWHERE. In those 3 years we have asked for our money back and a release of our contract, we have called, we’ve emailed & written to them, we have even offered to just give them back the ownership that we are not using or paying for & instead all they can do is put the blame on us & deny us any way out of our contract. We have explained to them numerous times that we are unsatisfied with how their sales team manipulated us into a completely different contract than the one we signed but they won’t listen to reason. They claim that without “substantial evidence” of their lies, there is nothing they can do. What’s worse, is that we know they’re only asking for proof because they also know that we wouldn’t have such a thing. We have read similar lawsuits against Westgate for the same claims that we have made & we are asking for FAR less than what they had to pay back as a result of their loses. We just want to get out of this contract with them & we haven’t had to threaten legal action to do it. Although we feel that taking them to court would be best at this point, we don’t want to drag this out any longer or put any more money or time into this business. We just want to be done with them & we’re not asking for anything that we don’t deserve or anything that they can’t provide. At one point they were willing to close our account. We paid them $1900 to do so, they sent us the paperwork, & then a few months later they told us that we had been denied for an offer they had already extended. We have done everything they asked us to & without explanation or reason they don’t want to do the same. We just want to get out of this contract & we could really use your help. Thank you.

  Business Response

  Date: 04/11/2023

  April
  11, 2023
  
  
  ****** ********
  Consumer
  Affairs Representative
  BBB
  serving Central Florida
  1600
  S Grant Street
  Longwood,
  FL 32750
  
  RE:
  ******* ******
         Complaint ID # ******** * ******* * ********** * **** * *********
  
  Dear
  Mr. ********,
  
  Westgate
  Resorts is in receipt of your correspondence regarding Mr. *******s complaint.
  We thank you for the opportunity to respond.
  
  First
  and foremost, we regret to read that the consumer may be unhappy with the
  assistance and responses they have received from Westgate thus far. We apologize
  if he felt uncomfortable in any way or if he is unhappy with how the sales
  process is conducted. Ultimately,
  as the consumer, it was his responsibility to ensure that what he acknowledged
  and was in agreement with matched the information relayed in the documents. We
  ask Mr. ****** to understand that in no way are we blaming them. Instead, we
  are simply relying on his signature on documents that completely contradict his
  allegations. Allow us to ensure the consumer that Westgate absolutely holds its
  employees responsible for things they say and do when owners provide supporting
  documentation for us to confirm their allegations are valid. Additionally, Westgate
  team members are properly trained and are held to the letter of that training
  when situations arise wherein an owner has provided documentation that shows
  they have behaved in any way other than how they were trained.
  
  With
  regard to the consumer’s concern about Westgate requesting proof, we ask him to
  understand that verbal allegations, such as the ones that he is presenting, do
  not suffice. Although he may not like this policy, he is presenting claims that
  do in fact contradict our records and the documents that he has confirmed, were
  executed on the day of sale.
  
  With
  reference to the consumer’s claim of reading about lawsuits pertaining to his
  same complaint, allow us to clarify that duplicate complaints do not suggest
  merit; they may, however, suggest manufactured form letter allegations produced
  by the numerous exit companies currently flooding the market. Additionally, we
  would like to advise Mr. ****** that he is well within his rights to present
  his claims before any other forum as he sees fit: however, this will not change
  Westgate’s position.
  
  Regarding
  the consumer’s claim about their cancellation attempts, we ask Mr. ****** to
  understand that once the state-mandated rescission period has passed, Westgate
  is not required to simply offer release at an owner’s request. As such, their
  account is not subject to cancellation.
  With
  respect to the Legacy Program, please allow us to clarify that this is
  not a requirement for Westgate to offer, nor is it part of the contractual
  obligations between Westgate and its owners. This is a voluntary program, and
  it is at Westgate’s discretion whether release is warranted. With that being
  said, after a review of the affidavit, our records indicate that contrary to
  numerous clauses agreed to, acknowledged and notarized by the consumer, by
  their own admission, they are in fact working with an Exit Company. As such,
  the consumer’s Administrative Fee has been refunded and their contract remains
  valid and enforceable. We encourage Mr. ****** to contact our Account
  Services Department at 1-888-999-0101 for further assistance with his
  account.
  
  Respectfully,
  
  Michaynalda
  L., Executive Team
  Owner
  Relations Correspondence
  Westgate Resorts
  *********************************
  
  Ml/bp

  Business Response

  Date: 04/21/2023

  April
  20, 2023
  
  
  ****** ********
  Consumer
  Affairs Representative
  BBB
  serving Central Florida
  1600
  S Grant Street
  Longwood,
  FL 32750
  
  RE:
  ******* ******
         Complaint ID # ******** * ******* * ********** * **** * *********
  
  Dear
  Mr. ********,
  
  Westgate
  Resorts is in receipt of your additional correspondence regarding Mr. ******’s
  complaint. We thank you for the opportunity to respond.
  
  First
  and foremost, we regret to read that the consumer may be dissatisfied with our
  previous response and his experience with Westgate thus far. We also apologize
  for any inconvenience the consumer may have experienced due to the length of
  the presentation he attended. We ask Mr. ****** to keep in mind that the only
  requirement to receive his agreed-upon incentive was to complete the 90-minute
  presentation. Although Westgate is a sales-driven company, at no point is
  anyone ever forced to stay at a presentation or purchase for that matter.
  Daily, there are hundreds of consumers who choose not to purchase and leave
  with their agreed-upon incentive, accordingly. The consumer was well within his
  rights to have stopped the presentation at any time as he was under no
  obligation to purchase.
  
  Regarding
  his claim of nothing he was told coming true, as we have previously stated, as the
  consumer, it was his responsibility to ensure that what he acknowledged and was
  in agreement with matched the information relayed in the documents. Additionally,
  while he is entitled to his opinion, allow us to clarify that Westgate’s
  responses have, in fact, provided both an understanding of his Contract and
  departments he can reach out to for assistance.
  
  In
  reference to his concerns about the Legacy Program, we would like to refer the
  consumer to our previous response submitted to the Better Business Bureau,
  where we clearly advised him that the Legacy Program is not a requirement for
  Westgate to offer, nor is it a part of the contractual obligations between
  Westgate and its Owners. As for the Legacy Program having already been offered,
  allow us to reiterate that our records indicate that after further review of
  the affidavit, contrary to numerous clauses agreed to, acknowledged, and
  notarized by the consumer, by his own admission he is in fact working with an
  Exit Company. This revokes his eligibility for the program.
  
  With
  respect to his feelings surrounding the timeframe of the rescission period, we
  ask Mr. ****** to understand that this is set by the state, not Westgate. While
  he may not agree with the timeframe, the fact remains that it was provided in
  accordance with State laws.
  
  We
  would like to advise the consumer that his decision to stop making payments
  does not negate his financial or contractual responsibilities to the purchase. Westgate’s
  position remains that his contract is valid, enforceable, and not eligible for
  cancellation. Once again, if Mr. ****** requires any further assistance, he may
  contact our Account Services Department directly at 1-888-999-0101.
  
  Respectfully,
  
  Michaynalda
  L., Executive Team
  Owner
  Relations Correspondence
  Westgate
  Resorts
  *********************************
  
  Ml/am

  Customer Answer

  Date: 04/24/2023

  
  
  Complaint: ********

  April 24, 2023 
  Attn: Westgate/BBB
  
  
  
  I am rejecting this response because:
  
  You people CANNOT be serious!! Honestly this is all a joke to you isn’t it? It has to be. That is the only explanation we have for the response it took you almost 2 weeks to come up with. First, I’m not sure why we’re given 10 days to respond while you all get two weeks but that’s a part of your lack of communication I suppose.
  
  Then, when you do respond, you again miss the point. Let’s put it plainly so that you all understand: despite the length of the presentation, despite being there and having the option to leave, in spite of making the decision to become an owner with your company, that is NO EXCUSE TO LIE TO YOUR CONSUMERS WHO ULTIMATELY HAVE FAITH IN YOUR STAFF TO EDUCATE THEM ON WHAT A TIMESHARE OWNERSHIP WITH WESTGATE RESORTS IF GOING TO BE LIKE. You have a necessity with your company to sell contracts, that is how you make your money. I think we all get that. But you have also have an obligation to the people who walk in your doors with 0 timeshare knowledge to sell a contract based on ACCURATE AND TRUTHFUL INFORMATION. THE INFORMATION WE ARE GIVEN AT THE TIME OF SIGNING A CONTRACT SHOULD MATCH THE CONTRACT ITSELF IF THAT IS WHAT YOU’RE GOING OFF ON AND IT DID NOT. Why don’t you all get that?? They didn’t even give us enough time to make a decision, let alone read the contract and fact check them on it. I mean why would they? If you allow your staff to go around spreading false information why would they give anyone the opportunity to call them out on it. You all know this and the fact that we’re having to dispute it is a complete joke. Why should we have to fact check your staff? Is it not your job to make sure that they are trained to give the correct information and if they chose not to then to hold them accountable. I guess that goes beyond what you all can do but then you open yourselves up to the possibility of pissing people off when they realize they were being lied to like you did us. We know we can’t be the only ones and you know that too.
  
  I asked you all why you had denied us for the legacy program and not once did you mention “our admission of working with a 3rd party!” This never happened and we ask you to provide proof of this claim. My wife and I have been the only ones working with your company so we would have never told you otherwise because that would not have been true. If you have “proof” then provide it so that the BBB and ourselves can see it. All we knew was that we got our paperwork to cancel our contract, we signed and notarized it, paid our fee, and sent it all back to your company and then out of nowhere our money was returned and we got an email from your developer service team that our VDB offer had been declined. We called and reached out multiple times to get an explanation as to why and all anyone ever said to us was that it was denied but refused to provide an explanation as to why.his is the first time we’re hearing about it so how do you have proof of something that never happened. We even signed your affidavit and everything was returned to you how you asked so none of this makes sense. Please explain immediately. 
  
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:03/22/2023

  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.

  I believe that Westgate is getting away with all types of unfair sales practices, and I am not sure how it is able to keep happening. We are trying to end our ownership using a program that they have listed online, but are getting denied for it left and right. We need help. When we were originally denied, we were told we could re-apply in 6 months. But, when we called and spoke to another agent named Alex, we were told we have to wait a year. Which one is it? Is the Legacy Program even real? We have been passed around from agent to agent and have not been given any real assistance. We have talked to AJ, Giovanni, and Alex all at Westgate, and they may as well be robots because their responses are all so scripted. We just want out!
  
  
  Account Number **********

  Business Response

  Date: 05/04/2023

  May 4, 2023
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S Grant Street
  Longwood, FL 32750
  
  RE: ******* *****
        
  Complaint ID # ******** * ******* * ********** * **** * *********
  
  Dear Mr* *********
  
  Westgate Resorts is in receipt of your
  correspondence regarding Mr. ******s complaint. We thank you for the
  opportunity to respond.
  
  It is our most sincere regret to once again
  read that Mr. ***** no longer wishes to be an owner with Westgate. Please
  advise him that Westgate is willing to review options that may be available to
  him with regard to his ownership. We encourage Mr. ***** to contact our Developer
  Services Team at 1-407-355-1258 to work toward an amicable
  resolution. We appreciate the opportunity to be of service.
  
  Respectfully,
  
  Connor M.,
  Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  *********************************
  
  Cm/bp

  Business Response

  Date: 05/04/2023

  May 4, 2023
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S Grant Street
  Longwood, FL 32750
  
  RE: ******* *****
        
  Complaint ID # ******** * ******* * ********** * **** * *********
  
  Dear Mr* *********
  
  Westgate Resorts is in receipt of your
  correspondence regarding Mr. ******s complaint. We thank you for the
  opportunity to respond.
  
  It is our most sincere regret to once again
  read that Mr. ***** no longer wishes to be an owner with Westgate. Please
  advise him that Westgate is willing to review options that may be available to
  him with regard to his ownership. We encourage Mr. ***** to contact our Developer
  Services Team at 1-407-355-1258 to work toward an amicable
  resolution. We appreciate the opportunity to be of service.
  
  Respectfully,
  
  Connor M.,
  Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  *********************************
  
  Cm/bp

• Initial Complaint

  Date:03/21/2023

  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.

  We are frustrated and desperate for help with our timeshare owned by Westgate. We have never used this property and when we tried to allow a close family member to use our annual week, we were told we had to be present to check them in. We are retired, living on a limited income and the ever-increasing Maintenance Fees are putting us in an impossible financial situation. When one of us passes, which is a very real risk since ***** is almost 81 years of age and ***** is 77 years of age, our limited income will be greatly reduced, leaving the surviving partner unable to afford the Maintenance Fees. Payments for Maintenance Fees are
  up-to-date and the original cost of the property was paid years ago. We are both too old to travel alone, and our health conditions add to our challenges. We both have diabetes with many of the side effects associated with this disease, including hypertension and heart disease. The numerous medications required for treating these problems come with expensive monthly copays. Our timeshare is located in Florida, and while we’ve tried to sell or rent the property with no success from our home in Kentucky, our physical and financial issues make it unable to travel to Florida to deal with trying to sell or rent the property at that location. We spoke with Westgate sometime in July 2022 inquiring about returning the property to them and were told Westgate did not do that. Later we learned of the Legacy Department at Westgate, and spoke with Alex twice in the past year about returning the property and were told we cannot open a new request to return the timeshare until July 2023. When we inquired about the criteria necessary for Westgate to accept the request, the question was avoided. As we stated previously, all fees are up-to-date, the property loan is paid and in addition, we have never used the property. Obviously, Westgate is not interested in helping us.
  
  Please help us, we need your assistance now.

  Business Response

  Date: 07/17/2023

  July 17, 2023
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: ***** *** ***** *****
         Complaint ID * ******** * ******* * ********** * **** * *********
  
  Dear Mr. *********
  
  Westgate Resorts is in receipt of your
  additional correspondence regarding Mr. and Mrs. *****’s complaint. We thank
  you for the opportunity to respond.
  
  Mr. ********, please be advised that Westgate
  has been in contact with the consumer, and we are pleased to inform you that an
  amicable resolution has been reached.
  
  You may consider this Westgate’s response.
  
  Respectfully,
  
  Kirsten W., Executive Team
  Owner Relations Correspondence
  Westgate
  Resorts
  *********************************
  
  Kw/bp

• Initial Complaint

  Date:03/20/2023

  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.

  We booked a stay 2020 through internet and they gave us good rates and they informed us that there will be presentation the next day for 30 minutes we did not know that if we did not attend they will lock our rooms we went because we have to keep the room they took us for tour snd they started there lies about how we can buy and own these units and how we can take a trip and go anywhere and they kept us for over 2 hours they told us we can cancel or sale any time and none of it true they lied to us and to others I called the agent I called the office trying to get out i was unsuccessful left message and tried some others company they asked me for more money and no garntees i can get my money i am still paying because I don’t want to miss up my credit i am in financial difficulties right know and they are not helping I tried to use my time to enjoy the weeks we have every time we tried they say no rooms available until finally I found and I paid but if you use other poeple to book rooms they become available but they have to go through the presentation I don’t know why the y become available for the public but not for an owner like me please help

  Business Response

  Date: 04/05/2023

  April
  5, 2023
  
  
  ****** ********
  Consumer
  Affairs Representative
  BBB
  serving Central Florida
  1600
  S. Grant Street
  Longwood,
  FL 32750
  
  RE:
  *********** *********
         Complaint ID # ******** / Account # *********** / Case # *********
  
  Dear
  Mr. *********
  
  Westgate
  Resorts is in receipt of your correspondence regarding Mr. *********’s
  complaint. We thank you for the opportunity to respond.
  
  First
  and foremost, we sincerely apologize for any inconvenience the consumer may
  have experienced due to the length of the presentation he attended. Please allow
  us to remind Mr. ********* that in order to receive the promised gifts, he was
  only required to attend the presentation for 90 minutes and had no obligation
  to remain past that time or to purchase. His claim stating that his rooms would
  be locked if he did not attend the presentation, is based on a verbal statement
  that cannot be substantiated. We ask the consumer to understand that he was
  well within his rights to end the presentation if he wanted to. At no time was
  he obligated to stay or purchase a timeshare and at no point was Westgate’s
  permission needed for him to leave.
  
  We
  also regret to read of any issues Mr. ********* may have encountered while
  trying to get assistance from our sales representative or any other third-party
  companies. Please know, we have different departments within Westgate
  specifically dedicated to dealing with various aspects of his ownership, and
  our Owner Relations Team can get him in contact with whichever one may
  apply. As the consumer may know, they can be reached at 1-800-925-9999,
  option 4.
  
  As
  for the consumer’s concern regarding availability for non-owners, please allow
  us to clarify that at each property, there are two allotments of inventory:
  sold and unsold. Sold inventory consists of weeks that have been backed by a
  contracted sale in which an owner is contractually bound to pay the Homeowners
  Association (HOA) dues. Since the Developer pays the HOA dues and taxes on all
  unsold inventory, he has the right to and chooses to use it to promote growth
  and offset costs by offering discounted vacation packages and rental stays
  using unsold inventory that he controls. To be clear, this unsold inventory in
  no way affects the consumer’s sold allotment’s availability. Additionally, be
  advised that the consumer is able to book from an owner-exclusive inventory
  pool and is entitled to rights and benefits that are solely offered to our
  owners. The discounted stays that he may see online are governed by very strict
  rules, which include a requirement to attend a sales tour and a limit as to how
  many times a consumer can book them.
  
  Regarding
  Mr. *********’s claim of being advised that he is able to cancel or sell at any
  time, just as he was advised, he is able to sell his timeshare interest at his
  own discretion. However, Westgate does not assist with this endeavor. The fact
  that the consumer has to sell on his own does not negate the fact that he is
  able to sell. As for cancelling at any time, the terms for rescission were
  clearly disclosed within the contract, to include the timeframe. Being advised
  that he could cancel at any time is based on a verbal statement that cannot be
  substantiated.
  
  With
  respect to the consumer’s claim of believing he could buy and own units and
  take trips anywhere, please be advised that in order to protect Mr. *********’s
  privacy we will be reaching out to him directly regarding his contracted usage
  rights.
  
  We
  would like to advise Mr. ********* that his contract remains valid and
  enforceable. Nonetheless, we regret to read about the financial hardships he
  may be experiencing. We encourage him to contact our Account Services Team at 1-888-999-0101 for further assistance with all account matters.
  
  Respectfully,
  
  Michaynalda
  L., Executive Team
  Owner
  Relations Correspondence
  Westgate Resorts
  *********************************
  
  Ml/bp
  

• Initial Complaint

  Date:03/20/2023

  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.

  ??I have had a terrible experience with Westgate Resorts. A sales representative by the name of Brandon V****-M******* convinced me to buy a timeshare that he said was foreclosed on by someone else. Mr. V****-M******* also promise that I could make money off of it if he trained me how to sell it. Unfortunately, this was
  not true. We have also never been able to use it and if we wanted to go to another resort we would have to pay extra. Never were we told we would still need to pay to use it or we never would have bought!! My account has been in the pre-charge off unit for sometime now. Furthermore, I never could afford this timeshare since day 1. I had tried to tell them multiple times. They also kept hounding us stating either we purchased that day or we would lose this once in a lifetime opportunities. I wish I would have stuck to my guns! I am writing you today because Westgate Resorts needs to be held accountable for their deceptive practices when dealing
  with potential customers like myself. They need to stop using these tactics in order to convince people into buying something they cant afford or dont want in the first place.

  Business Response

  Date: 04/10/2023

  April
  10, 2023
  
  
  ****** ********
  Consumer
  Affairs Representative
  BBB
  serving Central Florida
  1600
  S. Grant Street
  Longwood,
  FL 32750
  
  RE:
  ******* *****
         Complaint ID # ******** * ******* * *********** * **** * *********
  
  Dear
  Mr. *********
  
  Westgate
  Resorts is in receipt of your correspondence regarding Mr. ******s complaints.
  We thank you for the opportunity to respond. For the consumer’s convenience, we
  have sent additional copies of the documents mentioned herein directly to Mr.
  ******
  
  First
  and foremost, we are disheartened to read that the consumer is unhappy with his
  experience with Westgate thus far. With regard to his claim about a one-day
  deal, allow us to clarify that during the presentation there may have been
  offers that are on a first-come, first-served basis, depending on the available
  inventory. For this reason, the representative may have expressed some urgency
  regarding the offer; however, he was under no obligation to purchase.
  
  With
  respect to the consumer’s claim that he was advised that he could make money
  off the timeshare or that the sales representatives would train him on how to
  sell, these are verbal allegations that cannot be substantiated. Furthermore, a
  review of the closing does not support this claim. We ask the consumer to keep
  in mind that timeshare real estate sales are highly regulated and contractual
  in nature. For this reason, we have examined the documents the consumer signed
  at the time of purchase. Please understand, it is not possible to validate
  verbal communications he may have had with the sales agent; therefore, the
  Developer requires all owners to complete the Acknowledgment of
  Representations (AOR) document. With this document, the Developer
  strives to eliminate the possibility of any misunderstandings with regard to
  what may have been represented to the consumer, which may have influenced his
  decision to purchase. Upon review of this document, his signature indicates
  that he understood there had been no representations made regarding the profit or
  resale potential of your timeshare. As an owner of timeshare deeded real
  estate, he is able to use, rent, will, or sell his property; however, this
  activity would occur at his discretion as Westgate does not have a rental or
  resale program.
  
  With
  reference to the consumer’s concern about affordability, we would like to
  direct Mr. ***** to his initialed and signed AOR wherein the consumer
  acknowledged he had the financial capacity to enter into this transaction.
  Furthermore, per the Contract for Purchase and Sale (Contract)
  and Closing Disclosure, the consumer was provided the information needed
  to make a reasoned financial decision. It is the consumer’s responsibility to
  review the financial obligations associated with the purchase to ensure that it
  would fit within his financial means. Notwithstanding, the consumers did not
  raise any financial concerns during the closing.
  
  Regarding
  the consumer’s claim of having to pay extra to exchange, we would like to
  advise Mr. ***** that exchanges are not contractual in nature and are subject
  to the terms and conditions for the Westgate Resorts Internal Exchange program.
  Additionally, we can confirm that all fees associated with the purchase are outlined
  between the executed Contract, Public Offering Statement (provided on the day of purchase), Closing Disclosure, and AOR documents.
  
  With
  reference to the consumer’s claim of never using the timeshare, allow us to
  remind the consumer that he remains financially and contractually responsible
  for the purchase regardless of use. Furthermore, with regard to the consumer’s
  concern about his account being in pre-charge off status, we ask Mr. ***** to
  understand that this process has its own timetable, which is determined
  according to our internal requirements and procedures. While we apologize for
  any inconvenience this may cause, we would like to advise the consumer that it
  is at Westgate’s discretion to decide how to move forward with the various
  collections stages we employ.
  
  With
  that being said, Westgate’s position is that the contract is valid and
  enforceable. If Mr. ***** requires any further assistance, he may contact our
  Contract Mediation Team directly at 1-800-375-8122.
  
  Respectfully,
  
  Michaynalda
  L., Executive Team
  Owner
  Relations Correspondence
  Westgate Resorts
  *********************************
  
  Ml/bp

  Customer Answer

  Date: 05/16/2023

  Dear Michaynalda L. and the BBB, It is getting tiring having to resubmit the same complaint over and over again because it doesn't appear to go through. Do you even care about what your customers have to say? Your response to our complaints is nothing but a bunch of excuses and legal jargon. You are disheartened? How about how we feel after being misled and manipulated by your sales representative? Your clarification about the urgency of the offer is simply a poor attempt to justify the high-pressure tactics used to persuade us into buying the timeshare. And we were under no obligation to purchase? Really? Then why were we made to feel like we were going to miss out on a great deal if we didn't buy right then and there? As for the verbal allegations about making money off the timeshare and sales representatives offering to train me on how to sell, they cannot be substantiated? How convenient for you. Of course, there is nothing in writing to support what was promised to us because that would be incriminating for your company. Your insistence on the Acknowledgment of Representations (AOR) document is no excuse for misleading customers. Just because we signed it doesn't mean we were not deceived or manipulated into believing something that wasn't true. And just because timeshare real estate sales are contractual in nature, it doesn't mean that you can get away with unethical business practices and misleading sales tactics. Your response about affordability and financial concerns is nothing short of ridiculous. How can you expect us to know the full extent of the financial obligations associated with the purchase when we was being pressured and misled into buying the timeshare? And just because we didn't raise any financial concerns during the closing, it doesn't mean that we didn't have any. Your explanation about exchanges and fees associated with the purchase is also unacceptable. Customers should not have to pay extra to exchange a timeshare, especially if they were misled into buying it in the first place. Lastly, your reminder that we remains financially and contractually responsible for the purchase regardless of use is completely insensitive and unhelpful. We may have been misled into buying the timeshare, but that doesn't mean we deserves to be financially burdened for the rest of his life. In conclusion, your response is a prime example of how not to handle customer complaints. Your excuses and legal jargon only serve to protect your company's interests, not your customers. It is time for Westgate Resorts to take responsibility for its unethical business practices and make things right for us and all other customers who have been misled and manipulated. According to the BBB complaints there are hundreds just like us! Sincerely, ******* ***** *** ******** *******

  Business Response

  Date: 05/26/2023

  May 26, 2023
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S Grant Street
  Longwood, FL 32750
  
  RE: ******* *****
        
  Complaint ID # ******** * ******* * *********** * **** * *********
  
  Dear Mr. *********
  
  Westgate Resorts is in receipt of your
  correspondence regarding Mr. *****’ complaint. We thank you for the opportunity
  to respond.
  
  It is our most sincere regret to once again
  read that Mr. ***** no longer wishes to be an owner with Westgate. We
  appreciate his feedback regarding the presentation and apologize if he felt
  uncomfortable in any way during the presentation. We ask him to keep in mind
  that the only requirement to receive his agreed-upon incentive was to complete
  the 90-minute presentation. He could have stopped the presentation at any time
  as he was under no obligation to purchase. We ask the consumer to please
  understand that Westgate cannot control whether he chose to exercise that
  right. It would have been at his discretion to inform the closing officer of
  any discomfort to ensure proper action was taken or refrain from purchasing if
  his concerns were not addressed to his satisfaction. Daily, hundreds of
  consumers leave with their agreed-upon incentive without purchasing. As the
  consumer, the final buying decision was his.
  
  As for his concern about negative reviews about
  Westgate online, please advise the consumer that duplicate complaints initiated
  by timeshare exit companies that prey on owners with false promises have become
  common on the internet. We ask the consumer to understand that the frequency of
  these repetitive complaints does not lend them any credibility or merit.
  
  While he is entitled to his opinion, please advise
  Mr. ***** that we have responded to his concerns multiple times in the past,
  and in the absence of documentation to support his claims, Westgate’s position
  remains that his contract is valid, enforceable, and will not be cancelled.
  Please also advise the consumer that in the absence of documentation to support
  his claims, any further correspondence regarding this matter will result in a
  similar response.
  
  We encourage Mr. ***** to contact our Contract
  Mediation Team at 1-800-375-8122 for further assistance with his
  account. While they do not provide contract cancellation services, they are
  committed to helping him. They will explore options that may be available to
  the consumer to assist him with bringing his account current with his financial
  difficulties in mind. We appreciate the opportunity to be of service.
  
  Respectfully,
  
  Connor M.,
  Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  *********************************
  
  Cm/am

• Initial Complaint

  Date:03/15/2023

  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.

  Dear Better Business Bureau,
  
  We are writing to share our experience with Westgate and request assistance from your office in resolving a long-standing issue. We have been trying to get in contact with Westgate for some time now, as we wish to cancel our timeshare ownership with them. However, despite repeated attempts, we have not been able to receive any response from them.
  
  We purchased this timeshare years ago and have since paid off the mortgage attached to it. We understand that timeshares come with an inherent obligation to pay fees associated with its maintenance and upkeep, but due to circumstances outside of our control, we are not able to use the property at all. Nonetheless, these payments must still be made. This is a frustrating situation as we are paying thousands of dollars a year for something we can't even use.
  
  We would like to simply return the timeshare back to Westgate though they have refused this request so far, in their non communication. We believe that this is unfair as there should be some provision allowing us to terminate our ownership when unable to benefit from it in any way.
  
  Therefore, we are kindly asking for your help in resolving this matter and ensuring that our rights as consumers are protected throughout this process. Your assistance would be greatly appreciated by us and will help us move forward from this difficult situation quickly and amicably.
  
  Sincerely, ***** *** **** *** ***** *********

  Business Response

  Date: 03/30/2023

  March
  30, 2023
  
  
  ****** ********
  Consumer
  Affairs Representative
  BBB
  serving Central Florida
  1600
  S Grant Street
  Longwood,
  FL 32750
  
  RE:
  ***** *** ****
         Complaint ID * ******** / Account # ********** / Case # *********
  
  Dear
  Mr. *********
  
  Westgate
  Resorts is in receipt of your correspondence regarding Ms. *** *****s complaint.
  We thank you for the opportunity to respond.
  
  First
  and foremost, we apologize for any inconvenience the consumer may have
  experienced regarding communication with our team. Please know, we have
  different departments within Westgate specifically dedicated to dealing with
  various aspects of Ms. *** *****s ownership, and our Owner Relations Team can
  get her in contact with whichever one may apply. As she may know, they can be
  reached at 1-800-925-9999, option 4.
  
  We
  ask the consumer to understand that when purchasing an interest in deeded real
  estate property, she assumed certain responsibilities under the contractual
  documents that she signed and executed. This
  includes fulfilling her Maintenance and Tax obligations regardless of use. We
  would like to advise the consumer that both parties are legally required to
  honor the agreement. While we sincerely hope that the consumer will discover
  the value in her vacationing asset, we ask her to understand that she can use,
  rent, sell, will, or transfer any rights of ownership, however, it would be at her
  discretion as the Developer does not assist with that process.
  
  Mr.
  Irizarry, our review has concluded that Ms. *** *****s contract is valid and
  enforceable; as such, her request for cancellation is respectfully denied. If
  she requires any further assistance, she is welcome to contact us at the email
  address furnished below.
  
  Respectfully,
  
  Michaynalda
  L., Executive Team
  Owner
  Relations Correspondence
  Westgate
  Resorts
  *********************************
  
  Ml/am

• Initial Complaint

  Date:03/15/2023

  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.

  This company is the WORST business to get in touch with. We have tried for TWO years now to get in touch with them by emailing, calling, and filing complaints and yet no one wants to respond to us. We have no idea where we stand with this company because we can’t even get them to reach out to us but it’s as if they’re blocking every attempt we make to contact them. At first we thought that maybe they weren’t getting what we were sending them but repeatedly? At this point we’re being ignored and no one is taking the time to respond to us. Not only are they elusive and extremely sneaky and secretive, but I think the reason they won’t reach out to us is because we keep asking them to cancel our contract. To this day they have never responded to our emails, complaints, or letters but we received a tax form from them last year and this year nothing. They are completely unprofessional and have dodged responding to us at all costs. We need your help because ignoring your owners has to be breaking professional conduct right? We’ve sent letter after letter, complaint after complaint, and still for two years no one has even acknowledged us. Yes, we asked them to cancel our contract but if it is canceled shouldn’t someone at least respond and tell us that instead of wasting our time? We could really use your help because we are genuinely fed up with trying to contact them ourselves with no hope of communication.

  Business Response

  Date: 04/05/2023

  April
  5, 2023
  
  
  ****** ********
  Consumer
  Affairs Representative
  BBB
  serving Central Florida
  1600
  S. Grant Street
  Longwood,
  FL 32750
  
  RE:
  ******* ******
         Complaint ID # ******** * ******* * *********** * **** * *********
  
  Dear
  Mr* *********
  
  Westgate
  Resorts is in receipt of your additional correspondence regarding Mr* *******s complaints.
  We thank you for the opportunity to respond.
  
  First
  and foremost, we regret any inconvenience the consumer may have experienced
  regarding communication with our team. Please allow us to clarify that we have
  in fact sent our response to the consumers’ only received correspondence thus
  far, to the email address on file. As such, we are resending our previous
  response to the consumer once again for his review. If necessary, we recommend
  that the consumer updates his contact information by calling our Owner
  Relations Team at 1-800-925-9999 and selecting option 4, or by visiting the
  Online Account Manager portal at ****************************** and signing
  into his account. Furthermore, please allow us to advise the consumer that in
  no way are we ignoring his concerns; a review of his account confirms that
  Westgate has attempted to contact Mr* ****** via phone, on numerous occasions.
  
  We
  would like to advise Mr* ****** that, as previously communicated, his contract
  remains valid and enforceable. If he has any additional concerns, we encourage
  him to contact our Account Services Team directly at 1-888-999-0101 for further
  assistance with all account matters.
  
  Respectfully,
  
  Michaynalda
  L., Executive Team
  Owner
  Relations Correspondence
  Westgate
  Resorts
  *********************************
  
  Ml/am

  Business Response

  Date: 04/14/2023

  April
  14, 2023
  
  
  ****** ********
  Consumer
  Affairs Representative
  BBB
  serving Central Florida
  1600
  S. Grant Street
  Longwood,
  FL 32750
  
  RE: ******* ******
         Complaint ID * ******** * ******* * *********** * **** * *********
  
  Dear
  Mr. *********
  
  Westgate
  Resorts is in receipt of your additional correspondence regarding Mr. *******s
  complaints. We thank you for the opportunity to respond.
  
  First
  and foremost, allow us to clarify that we have in fact sent our previous
  response in connection to this complaint, to the owner’s mailing address on
  file. While the owner has stated that he is unable to reach any of our
  departments for assistance, allow us to remind the consumer that he was
  instructed that he could call or visit the Online Account Manager portal at
  **************** and sign into his account in order to update his
  contact information, if necessary. Nonetheless, we have included our previous
  response for the consumer’s review.
  
  Once
  again, we would like to advise Mr. ****** that his contract remains valid and
  enforceable. Although he may disagree with our responses, this will not change
  Westgate’s position. We continue to encourage him to contact our Account
  Services Team directly at ###-###-#### for further assistance with all
  account matters.
  
  Respectfully,
  
  Michaynalda
  L., Executive Team
  Owner
  Relations Correspondence
  Westgate
  Resorts
  *********************************
  
  Ml/am

   

  April 6, 2023
  ******* ******
  **** **** ****
  ********* ** *****
  RE: Account * *********** * **** * *********
  Dear Mr. ******,
  As advised in our additional response to your Better Business Bureau complaint, please find a copy of our previous response dated October 22, 2021, enclosed for your review.
  We thank you for the opportunity to be of service. As previously advised, your contract remains valid, enforceable, and not subject to cancellation. If you require further assistance, we encourage you to contact our Account Services Team directly at ###-###-####.
  Respectfully,
  Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  *********************************
  Ml/am
  Enclosure

   

  October 22, 2021
  Email: *********************
  RE* ******* ****** and **** ******** Account * *********** * ***** * *******
  Dear Mr. ****** and Ms* *********
  Thank you for your patience while we reviewed your correspondence. You may find our response below.
  Mr. ****** and Ms* ********* first and foremost, we are truly sorry for any lack of response you have experienced thus far. We completely understand your concern about the time taken to research the concerns brought forth in your correspondence. Be advised, a thorough review of your account, including all documents executed by you, your payment history, and any records of requests and contacts made to or from you was made. This was completed on multiple levels to ensure that the conclusion reached is as accurate as possible, which was time-consuming. We deeply apologize if you felt ignored or forgotten during our delay, and we regret any frustration you may have felt as a result.
  Secondly, we want to apologize if you felt uncomfortable in any way during the presentation you attended due to any feelings of pressure you may have felt. We ask you to keep in mind that the only requirement to receive your agreed-upon incentive was to complete the 90-minute presentation. You could have stopped the presentation at any time, as you were under no obligation to purchase. While Westgate is a sales-driven company, at no point are you forced to purchase nor remain at the presentation if you did not wish to. Please understand, Westgate cannot control whether you chose to exercise that right, as hundreds of consumers do on a daily basis. It would have been at your discretion to inform the sales representative or closing officer of any discomfort to ensure proper action was taken and refrain from purchasing if your concerns were not addressed to your satisfaction. As the consumers, the final buying decision is always yours.
  Mr. ****** and Ms* ********* upon review of your concerns and your purchase, our research has concluded that your contract is valid, enforceable, and will not be cancelled. Please be advised that your contract remains valid regardless of usage. That being said, we are truly saddened to read of any financial hardship you may be facing at this time. We are aware of the effects the ongoing pandemic may be having on our owners, in addition to their preexisting struggles and responsibilities. We certainly appreciate and understand the gravity of the financial challenges you shared in your correspondence, and we want you to know that it is our sincere desire to assist you during your hardship. As such, we encourage you to reach out to our Owner Benefits Department at ###-###-#### for further assistance with your account. If we may be of further service, our contact information is provided below for your convenience.
  Respectfully,
  Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  *********************************
  Mr/sp

  Customer Answer

  Date: 04/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Like we said in our last response, our numbers and emails haven’t changed. All you had to do was RESPOND to the letters we have sent you which included our updated address. If that didn’t work for you, why couldn’t you respond to our emails? Our email address never changed so what excuse do you have for that?? Then you finally do include a response and it’s from two years ago!! 
  
  
  Let’s be honest with ourselves and one another, seriously. Can you really not see why we no longer want to be a part of your company? We gave you a complete breakdown of every attempt we’ve made to contact you and if you read that response then you would see that we never got your response from two years ago but it doesn’t explain why you never contacted us back or since then. It also doesn’t address why we were contacting you. You said that our contract was valid and enforceable but the issue has and always will be your staff. We asked you to cancel our contract not because we didn’t think it was valid but because of the lack of service we’ve had since we signed this contract. You have yet to address your poor service, communication, and availability including the response that you sent two years ago. Our position also remains the same except you are hoping for more money from us and we are just hoping that you let us out of the contract. So our issue remains, what happens now? We won’t pay you and you have given us countless reasons as to why we sholdn’t. You should be paying us back the money we’ve already given you but if we can come up with a settlement, we would be willing to hear you out as our main goal is to get out of this contract ASAP.
  

  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:03/15/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the 11th of March 2023, I call the number I found on internet looking for a room in Orlando for few days with the family, and it end up in Westgate Lakes Resorts from Epik Travel. I was offered a room for 928.00 dollars which I agreed and made the payment using my credit card and got a confirmation number *******. They started asking questions if I could prove my relationship with my wife, address and if I would make 65,000+ a year and I asked why and they said they are obliged to asked those questions. They also said they would give me a breakfast for free the thy before I was supposed to leave. Next day, I got an email asking to call to confirm arrival. As I called them, I've been informed that I would need to do a 3-hour tour or I would need to pay a 160 dollars fee plus 16.00 dollar per day. Nobody ever informed me about it before I paid for it and as I could not attend to the tour I decide to cancel my reservation which the said they would charge me a 199.00 dollars cancel fee. I feel like I've been scammed, since I never received an email of cancellation or my refund back to my credit card. I don't think the fees were fare once I have never been informed of the conditions before the deal was done. Anyway, I would like, at least, to have my refund back.

  Business Response

  Date: 03/29/2023

  March
  29, 2023
  
  
  ****** ********
  Consumer
  Affairs Representative
  BBB
  serving Central Florida
  **** * ***** ******
  Longwood,
  FL 32750
  
  RE:
  ******* ******
         Complaint ID # ******** / Case # *********
  
  Dear
  Mr. ********,
  
  Westgate
  Resorts is in receipt of your correspondence regarding Mr. ******’ complaint.
  We thank you for the opportunity to respond.
  
  First
  and foremost, we apologize for any inconvenience the consumer may have
  experienced with regard to booking a reservation and the subsequent issues regarding
  the cancellation and refund. We would like to advise Mr. ****** that we have
  tried to contact him to further address his concerns but have been
  unsuccessful.
  
  In
  an attempt to resolve this matter amicably, we ask Mr. ****** to contact us at ************
  or at ************** for further assistance.
  
  Respectfully,
  
  Michaynalda
  L., Executive Team
  Owner
  Relations Correspondence
  Westgate
  Resorts
  *********************************
  
  Ml/am

  Business Response

  Date: 04/11/2023

  April 11, 2023
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  **** * ***** ******
  Longwood, FL 32750
  
  RE: ******* ******
        
  Complaint ID # ******** / Case # *********
  
  Dear Mr. ********,
  
  Westgate Resorts is in receipt of your
  correspondence regarding Mr. ******’ additional complaint. We thank you for the
  opportunity to respond.
  
  Please allow us to apologize once again for any
  inconvenience the consumer may have experienced with regard to booking a
  reservation, as well as his concerns regarding the cancellation and a refund.
  As we have previously stated, we have attempted to contact Mr. ****** to
  further address his concerns but have been unsuccessful.
  
  As we have previously advised, we encourage him
  to contact us either at 1-************ or at ************** so that we may
  provide further assistance regarding this matter.
  
  Respectfully,
  
  Connor M., Executive Team
  Owner Relations Correspondence
  Westgate
  Resorts
  *********************************
  
  Cm/bp

  Customer Answer

  Date: 04/11/2023

  
  
  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,
  
  
  
  ******* ******