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.

close

Find a Location

Central Florida Investments, Inc. has 28 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Central Florida Investments, Inc.

  2801 Old Winter Garden Road Ocoee, FL 34761-2965

• 

  Westgate Resorts

  3611 Collins Ave Miami Beach, FL 33140-4009

• 

  Westgate Resorts

  PO Box 31515 Tampa, FL 33631-3515

• 

  Westgate Myrtle Beach, LLC

  415 S Ocean Blvd Myrtle Beach, SC 29577

• 

  Westgate Resorts LTD

  3027 W Country Music Blvd Branson, MO 65616

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:03/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  15 U.S.C. Section 602 A States I have the right to privacy.
  
  15 U.S.C. 1681 Section 604 A Section 2: It also states a consumer reporting agency cannot furnish an account without my written instructions.
  
  15 U.S.C. 1692C Without the prior consent of the consumer given directly to the debt collector or the express permission of a court of competent jurisdiction, a debt collector may not communicate with a consumer in connection with the collection of any debt

  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 correspondence regarding Mr. ********* complaint.
  We thank you for the opportunity to respond.
  
  First
  and foremost, please allow us to clarify for the consumer that Westgate
  complies with all applicable laws, statutes and regulations pertaining to its
  business practices, including but not limited to, the Fair Credit Reporting
  Act. Furthermore, Westgate is not a consumer reporting agency and as such
  Westgate is exempt from and not subject to the requirements set forth by the Fair
  Debt Collections Practices Act, as we are not a debt collector acting on behalf
  of a third party, but are collecting on a debt that the consumer owes to
  Westgate.
  
  Mr.
  ********* Westgate's position is that the consumer’s contract is valid and
  enforceable. We encourage Mr. ******** to contact our Contract Mediation
  Team at 1-800-375-8122 for further assistance with all account
  matters.
  
  Respectfully,
  
  Michaynalda
  L., Executive Team
  Owner
  Relations Correspondence
  Westgate Resorts
  *********************************
  
  Ml/bp

• Initial Complaint

  Date:03/14/2023

  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.

  Dear Better Business Bureau,
  
  I am writing to file a complaint against Westgate Resorts regarding their failure to respond to my ongoing dispute about my timeshare ownership. I have been attempting to get in touch with them since October of last year, and despite numerous attempts, they have not responded to any of my inquiries.
  
  The issue at hand is that I am in dispute with Westgate Resorts over my timeshare ownership. I have been attempting to resolve this issue for some time now, but Westgate Resorts has not been providing any assistance in this matter. In the middle of last year, they referred me to their contract mediation department, but this proved to be a fruitless exercise, as they continued to blame me for the issue and failed to take any responsibility for their lies.
  
  This situation has been ongoing for far too long, and I am now requesting immediate resolution to this matter. I am seeking to get out of this timeshare as soon as possible, and I am requesting that Westgate Resorts provide me with a solution to this problem immediately.
  
  I am extremely frustrated with the lack of response and assistance from Westgate Resorts, and I believe that their lack of action constitutes a breach of contract. As such, I am requesting that the BBB take action against Westgate Resorts to ensure that they fulfill their obligations and provide me with a resolution to this matter.
  
  Thank you for your assistance in this matter.
  
  Sincerely,

  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.
  
  First
  and foremost, we apologize for any communication issues the consumer may have
  experienced while trying to get assistance from our team, and for any delay in
  response as we have worked to assist him with his most recent correspondence.
  Please allow us to clarify that we have in fact responded to Mr. *****s
  inquiries on numerous occasions. By the consumer’s own admission, he was
  referred to our Contract Meditation Department for further assistance with his
  account. The consumer has been made aware that his contract is not subject to
  cancellation. While we understand that he may not agree with our position, this
  does not negate the fact that Westgate has thoroughly researched and responded
  to his concerns. We will include a copy of our previous responses to the Better
  Business Bureau for further review.
  
  We
  ask both you and the consumer to understand that timeshare real estate sales
  are highly regulated and contractual in nature. It is important to realize
  that, when purchasing an interest in deeded real estate property, Mr. ****
  assumed certain responsibilities under the contractual documents that he signed
  and executed. Be advised that both parties are legally required to honor the
  agreement. As an owner of timeshare deeded real estate, the consumer can rent,
  sell, will, or transfer any rights of ownership; however, this would be at his
  discretion as the Developer does not assist with this process.
  
  With
  that being said, we can confirm that there has been no breach of contract and Westgate’s
  position remains that the contract is valid, enforceable, and it will not be
  cancelled. 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/am

• Initial Complaint

  Date:03/09/2023

  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.

  Dear Better Business Bureau,
  
  I am writing to you today because I am in need of assistance with my timeshare with Westgate. I bought into this timeshare years ago and have been paying the fees associated with it. Recently, however, I have had some medical problems which have led me to seek chemotherapy treatments. This has made it difficult for me to pay the associated costs and fees that come with the timeshare.
  
  I have attempted multiple times to communicate with Westgate in order to come up with a solution so I can focus on my health without worrying about this financial burden but they refuse to respond or even acknowledge my requests for help. All they do is keep calling me to remind me that I'm past due, but are unwilling to answer any of my concerns or questions.
  
  It is clear that Westgate does not care about their customers and the struggles that we may face and this is why I am reaching out to the Better Business Bureau now. As someone who has paid into this timeshare, I would like some sort of response from them and resolution as soon as possible so that I can focus on recovering from my illness free of worry and stress. Therefore, please hold Westgate accountable for their poor customer service and take necessary action on my behalf so that I can be rid of this timeshare once and for all.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 04/12/2023

  April 12, 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.
  
  Mr. ********, while we appreciate Ms. ****’s
  concerns, we ask for her to please note that our records indicate that she has
  been in contact with our Developer Services Team regarding her
  eligibility for a Voluntary Deed Back (VDB) through the Legacy
  Program. We ask her to understand that there are many variables and factors
  that determine if Westgate would agree to accept inventory back (including
  inventory demand, account status, affiliations with third party companies,
  among others). As of the date of this letter, her account still carries an open
  balance due for maintenance dues and taxes. If the account should be brought
  current, she may qualify for a VDB, and we encourage her to contact our Developer
  Services Team at 1-800-351-0461 if she wishes to inquire further
  regarding the Legacy Program.
  
  If she prefers to sell the property, we ask her
  to please understand that she may do so on her own, as Westgate does not have a
  rental, resale, or buyback program to assist her with the resale or rental
  process for her timeshare. Further, due to the fact that the timeshare property
  is deeded real estate, it becomes part of the assets that she can sell,
  transfer, or will to whomever she chooses. With that being said, it is
  Westgate’s position that Ms. ****’s contract is valid, enforceable, and will
  not be cancelled.
  
  Westgate understands that when life brings
  medical and financial challenges, it can lead to uncertain times; however, we
  want to assure Ms. **** that we wish to provide her with assistance in her time
  of need. We encourage her to contact our HOA Outreach Team at 1-800-216-7103 for further assistance with her account. 
  While they do not provide contract cancellation services, they are
  committed to helping her. They will explore options that may be available to
  her to assist her with bringing her account current with her financial
  difficulties in mind. 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

• Initial Complaint

  Date:03/08/2023

  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.

  Dear Better Business Bureau,
  
  I am writing to inform you of my experience with Westgate Resorts and my attempt to cancel my timeshare. As a consumer, I have been misled and taken advantage of in the process of purchasing a timeshare from Westgate.
  
  When I initially purchased the timeshare, I was told that maintenance fees would not increase. However, recently the maintenance fees have increased drastically without notice or explanation. In addition, when I attempted to use the free vacation that was promised to me as part of the purchase package, I was denied.
  
  I wrote to Westgate multiple times voicing my concerns but they sent back a response that did not address any of my issues. Furthermore, upon closer examination of the response letter, it became apparent that this letter was meant for someone else and not me specifically.
  
  Given this experience, I now seek your help in canceling this timeshare with Westgate Resorts due to their deceitful practices and blatant disregard for customer satisfaction. The company has lied about their services and manipulated me into making this purchase which is why I am seeking your assistance.
  
  Thank you for your time.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 04/26/2023

  April 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 read that Mr.
  ******* has become frustrated with a purchase that he once believed in. With
  regard to his concern that he feels as if our previous response was not meant
  to be sent to him, we sincerely apologize to Mr. ******* as this response was
  sent from our Developer Services Team and was intended as a general information
  response. It was not meant to have taken the place of the response that would
  be addressing his concerns, as his complaint had not yet been forwarded to the
  appropriate department for handling until after the date of the consumer’s
  Better Business Bureau complaint being filed.
  
  We can confirm that a response that did address
  Mr. *******’ concerns was sent to him via email on April 18, 2023, and we will
  be providing him with an additional copy of this response which will be
  attached to a correspondence that will be sent to him directly via email. We
  apologize for any inconvenience that Mr. ******* may have experienced due to
  the delay in correspondence, and we assure him that we remain here to provide
  him with assistance to the best of our abilities.
  
  With regard to Mr. *******’ concern about the
  free vacation, we ask for him to please remember that we require further
  information regarding this matter to be able to further address his concern. We
  ask for him to please provide us with further details including what he was
  trying to book specifically, when he tried to book the reservation, and who he
  contacted for assistance with the booking.
  
  Regarding Mr. *******’ concerns about the
  maintenance assessments, we ask for him to please understand that we have been
  given contradictory claims to review, as he initially stated that he was not
  informed regarding the maintenance assessments; however, he later went on to
  claim that he was informed that the maintenance assessments would not increase
  over time. With regard to his initial claim that he was not informed regarding
  the maintenance assessments, we ask for him to please understand that our
  review of the recorded closing confirms that Mr. ******* was made aware of his
  obligation to pay the maintenance assessments associated with the timeshare,
  both verbally and in writing. As for his claim that he was told that the
  maintenance assessments would not increase over time, we ask for him to please
  review the Closing Disclosure which states that the estimated taxes,
  insurance, and assessments associated with the timeshare may increase over
  time. We will also be attaching an additional copy of this document to the
  email that will be sent directly to Mr. *******, along with our previous
  response to his concerns.
  
  While Mr. ******* claims that he was
  manipulated into purchasing, we ask for him to please understand that our research has concluded that he was given full and fair
  disclosure of the purchase terms and conditions. As a consumer, it was his
  responsibility to review the terms of the purchase to ensure they fit within his
  financial means and travel needs. For Westgate’s and his protection, the
  written documents signed and initialed by the parties are considered
  expressions of our mutual understanding of the purchase transaction. We ask for
  Mr. ******* to understand that Westgate too is bound to comply with the terms
  of the written documents, which constitute the only verifiable evidence to
  establish the terms of his ownership. With that being said, it is Westgate’s
  position that his contract is valid, enforceable, and it will not be cancelled.
  
  While we are
  appreciative of Mr. *******’ concerns, we remain here to help him. We encourage
  him to contact our Account Services Team at 1-888-999-0101 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 him to assist him with bringing his account
  current with his financial difficulties in mind. If any further
  questions or concerns should remain, we may also 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/am

• Initial Complaint

  Date:03/08/2023

  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.

  Please see attached, as 2000 characters is insufficient to describe our situation.

  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. Additional copies of the mentioned documents have been sent
  to the consumer directly for reference.
  
  First
  and foremost, we sincerely apologize for any inconvenience the consumer may
  have experienced due to the length of the tour he attended. We would like to
  remind Mr. ****** that in order to receive the promised gifts, he was only
  required to attend the tour for 90 minutes and had no obligation to remain past
  that time or to purchase. 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 to leave.
  
  With
  respect to his claim of not being able to get food, water, or his medication,
  this allegation is not supported by the closing recording. We would like to
  advise the consumer that it is not only his right but also his responsibility
  to ensure that he is taking care of his health and medical needs. Once again, at
  no point is anyone ever forced to remain at the presentation, as he could have
  left at any time.
  
  Additionally,
  we would like to advise both you and the consumer that a review of his account
  confirms that the discounted stay was not for $100.00 a night but instead,
  $100.57 for the entire stay. Additionally, tour requirements are in fact
  disclosed on the website under the terms and conditions tab on the booking site.
  Notwithstanding, the terms of his package, including the tour requirement and
  consequences should they not tour, were disclosed to the consumer within his
  confirmation documents. These were emailed to him and later electronically
  acknowledged and activated on July 7, 2019. We have included a copy of that
  document for your information. Furthermore, regarding his claim that he was
  promised Disney vacations, we would like to advise Mr. ****** that a review of
  the closing does not support this claim.
  
  Regarding
  the consumer’s claim about investment, we would like to remind the consumer that
  timeshare real estate sales are highly regulated and contractual in nature. For
  this reason, we have examined the documents he signed at the time of purchase. As
  it is not possible to validate verbal communications the consumer may have had
  with the sales agent, the Developer requires all owners to complete the Acknowledgment
  of Representations document. With this document, the Developer strives to
  eliminate the possibility of any misunderstandings with regard to what may have
  been 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 investment or resale
  potential of his 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 belief that he was never presented the Truth in
  Lending Disclosure, the total interest percentage, or the loan terms, we
  would like to advise Mr. ****** that his executed Closing Disclosure encompasses and adds to the Truth in Lending Disclosure, and clearly
  disclosed all pertinent loan information. Furthermore, a review of the closing
  supports that this document, which includes these items, was reviewed with the
  consumer by the Closing Agent. With regard to the rescission period, the terms
  for rescission were clearly disclosed within the contract. Westgate fully
  complied with its legal duty by conspicuously disclosing the mandatory terms of
  rescission in the Contract for Purchase and Sale. We are not required to
  verbally disclose this information.
  
  Mr.
  ********, please allow us to clarify that we have in fact responded to Mr.
  ******’s past correspondence. We have included our previous responses for your
  further review. We would like to advise the consumer that Westgate’s position
  is that full and fair disclosure of the purchase terms, including the financial
  elements of the purchase, was provided on the day of sale. As such, the
  contract is valid and enforceable. We encourage Mr. ****** to contact our Contract
  Mediation Department at 1-800-375-8122 for further assistance with
  his account.
  
  Respectfully,
  
  Michaynalda
  L., Executive Team
  Owner
  Relations Correspondence
  Westgate Resorts
  *********************************
  
  Ml/bp
  

   

  October 12, 2022
  ***** *** **** *******
  ***** ******* **** ***
  ******* ** *****
  ****** ****************************
  *** ******* * *********** * ***** * *******
  Dear Mr. and Mrs. ******t,
  Westgate appreciates your patience as we worked to review and research your recent
  correspondence. Mr. David S***** and the Executive Team have each received your letter, and I
  have been assigned to respond to your concerns on their behalf. You can be assured that each
  of your concerns has been given careful consideration and attention in accordance with our
  company protocols. Our response follows below.
  First and foremost, we are sorry for any inconvenience you may have experienced due to the
  length of the presentation you attended and if you felt uncomfortable or pressured in any way. 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, and it was up to you to ensure that you were taking
  care of your medical needs. Regarding your concerns about the speed of your closing, please
  know that had you informed the closing officer of this concern, they most certainly would have
  proceeded at a pace with which you were comfortable.
  We ask you to understand that, when booking a discounted rate, it is clearly disclosed on the
  website that there is a requirement to tour. You acknowledged this by checking a box that stated,
  Yes,
  As for your concern regarding the disclosure requirements of the Truth in Lending Act, be advised
  that your executed Closing Disclosure document contains all information required to be provided
  and fully complies fully with the terms of the law. It was up to you to review the document. In
  addition, your Contract for Purchase and Sale (Contract) discloses that the timeshare period being
  sold includes the conveyance of an interest in real property in perpetuity.
  We were disheartened to read that you may have had some issues while attempting to utilize your
  timeshare. Allow us to briefly explain your ownership in order to clarify exactly what you contracted
  with Westgate. On August 24, 2019, you purchased an ALL-season week in a 1-Bedroom Villa
  for use during even-numbered years with first occupancy in 2020 at Westgate Historic
  Williamsburg Resort. Keep in mind that you purchased under the Floating Use Plan for
  reservations, wherein you do not own the use of a specific unit, but a certain unit type, based on
  availability. Therefore, you have the right to occupy your villa at your home resort during your
  current year and season of ownership without being charged additional fees. To improve the
  likelihood of securing desired travel dates, Westgate allows owners to book reservations up to
  eleven (11) months in advance of travel. Please be advised that your December 2019 reservation
  was an owner rental, which is an owner benefit and not contractual in nature. The rates for these
  owner rentals can vary based on numerous factors.
  With regard to your claim about Disney vacations, we can confirm that, through an active
  membership with Internal International (II), you are able to exchange your week to stay at a
  Disney resort, based on availability. For further information, we encourage you to contact II
  directly at 1-800-822-2341.
  Mr. and Mrs. ******** we ask you to understand that the mandatory terms for recission were clearly
  disclosed within the Contract, including the timeframe. We are not legally required to verbally
  disclose this information. Due to the fact that full and fair disclosure of your purchase terms was
  provided on the day of sale, including the terms of recission and financial breakdown, your
  contract remains valid and enforceable, and your request for cancellation is respectfully denied.
  We understand it may be frustrating to learn your contract cannot be cancelled. However, you do
  still have options. We encourage you to contact our Account Services Team at 1-888-999-0101
  for any further assistance you may require with your account. While they do not provide contract
  cancellation services, they are committed to helping you.
  We thank you for the opportunity to be of service. Please know that
  continue to provide quality vacations that are unrivaled within the timeshare industry. We value
  all of our owners and strive to exceed their expectations, and it is our hope that you will allow us
  to do that.
  Respectfully,
  Amy P****, Account Manager
  Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  *********************************
  Ap/bp
  Attachments (additional copies): Contract for Purchase and Sale
  Closing Disclosure

  February 14, 2023
  ***** *** **** *******
  **** *** ***** *****
  ******** ******** ** *****
  RE: Account * *********** * **** * *********
  Dear Mr. and Mrs. ********
  Westgate Resorts Corporate Office and Mr. David S***** have both received your letter.
  Be advised the undersigned has been appointed to provide a written response to your
  concerns and we appreciate your patience while we reviewed each point you raised.
  Please rest assured your concerns were researched across multiple departments in
  accordance with our company protocol. Our response follows below.
  Mr. and Mrs. ******** first and foremost, please allow us to express our most sincere
  appreciation for your service to our country. We here at Westgate Resorts hold our military
  personnel in very high regard, and we would like to say a special ‘thank you’. We also
  were disheartened to read about any hardships you may be experiencing, be they medical
  or financial. We are aware that such challenges can create anxiety in our lives, and we
  strive to be of assistance when our owners are confronted by them. Please realize that
  we are here to help in any way that we can.
  After receiving your additional correspondence we again researched your account and
  our records confirm we sent a response to your original concerns to the email address on
  file for your account, **************************** on October 12, 2022. While we are
  unsure as to why you may not have received it, please find an additional copy of our
  response enclosed for your convenience.
  Please be advised that Westgate has addressed the concerns you raised in your original
  letter, and the contract is valid and enforceable. Additionally, as the rescission period has
  long passed, we are unable to cancel your account upon request or demand. It is
  important to understand that you agreed to, signed and executed documents and
  purchased a timeshare interest in deeded real estate property. As such, you can use,
  rent, sell, will, or transfer any rights of ownership; however, this would be at your own
  discretion as Westgate does not assist with this.
  Mr. and Mrs. *******, we do not forget our well-respected heroes, like you, who have
  devoted their lives to our country, to which we as a company cannot express enough
  ******t / Case **********
  February 14, 2023
  Page 2
  gratitude. We are aware that you are well within your rights to escalate your concerns as
  you see fit, and Westgate will address your concerns, regardless of the escalation path
  chosen. Nonetheless, we remain at your service to assist you, should you choose to
  accept our offer of help.
  We encourage you to contact our Contract Mediation Team directly at 1-800-375-8122
  for help with your account. While they are unable to cancel your contract, they will assist
  you with your situation in mind. If any concerns remain, please reach out to us at the email
  address furnished below; however, be advised that future inquiries of the same nature
  will be met with a similar response.
  We thank you for the opportunity to be of service.
  Respectfully,
  Andrew M.
  Account Manager
  Owner Relations Correspondence
  Westgate Resorts
  [email protected]
  Am/bp
  Enclosure (Additional copy): Westgate Response Dated October 12, 2022

   

• Initial Complaint

  Date:03/07/2023

  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.

  On 1/28/23, I booked a hotel room at the Westgate Lakes Resort & Spa in Orlando, FL. I requested a credit of $175 which is equal to one of the nights we stayed at the hotel. When we checked in, it was not the room I requested and the AC didn't work. We were there for a party so we said we had to leave so they said they would send an engineer. While we were out at dinner they texted the and said the AC was fixed. We got back around 12am and the AC was not working. I called and asked for a new room and they said no, they would send an engineer. I told them no, it was too late and we wanted to go to bed. They said they would not move us. My husband and I go to take a shower and we only had hand towels to dry off with. We go to sleep and then at 1am someone is knocking on the door to tell us they are there to move us. I went out to the front desk and they told us they would not issue a credit and we should be happy they got us a new room. They gave us a $50 credit. I used about $25 and when I went to use the rest, they me I couldn't use it cause we had checked out. Any help would be greatly appreciated.

  Business Response

  Date: 03/15/2023

  March
  15, 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 Ms. *****s complaint. We
  thank you for the opportunity to respond.
  
  First
  and foremost, we apologize for any inconvenience the consumer may have
  experienced while being our valued guest and the subsequent issues regarding
  the credit she received.
  
  For
  us to better assist the consumer’s concerns, please know that we will be
  contacting Ms. Vila privately regarding her resort stay.
  
  Respectfully,
  
  Michaynalda
  L., Executive Team
  Owner
  Relations Correspondence
  Westgate Resorts
  [email protected]
  
  Ml/bp

  Customer Answer

  Date: 03/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I reached out to let them know that the credit card they stated they were issuing a credit to was not the one I used to charge the room on and it actually wasn't my credit card number at all. 

  I have not heard back from them and it's been about a week. 

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

  Business Response

  Date: 03/23/2023

  March
  23, 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 Ms. *****s
  complaint. We thank you for the opportunity to respond.
  
  Mr.
  ********, we regret any communication issues the consumer may have experienced
  while we worked to assist her. A review of Ms. *****s account confirms that we
  did in fact respond to her correspondence regarding her credit. We are
  resending our previous response dated March 21, 2023, to the consumer for her
  review.
  
  Respectfully,
  
  Michaynalda
  L., Executive Team
  Owner
  Relations Correspondence
  Westgate Resorts
  [email protected]
  
  Ml/bp

• Initial Complaint

  Date:03/07/2023

  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 need your help to resolve an issue we have been facing with Westgate timeshare. We have been trying to communicate with them regarding our request to take back the timeshare we purchased from them, but we have yet to receive a response from them. This is not only frustrating and disruptive for us, but it has also become a financial burden.
  
  To begin with, we were misled when we initially purchased the timeshare. We were provided false information about the amount of use we could get out of it and the availability of the timeshare within any given year. Despite that, we decided to go ahead with the purchase hoping that things would turn out differently. However, in reality, this has not been the case; the timeshare has only been used once and nothing is ever available for us even if we wanted to book it up again.
  
  At this point all we want is out of this burdensome agreement that was made under false pretenses – something that Westgate seemed agreeable to initially but have since not responded to our emails or calls regarding this matter.
  
  We are hopeful that you will be able to assist us in finding a resolution and look forward to hearing from you soon.
  
  Regards,
  **** *** ******** ******

  Business Response

  Date: 03/23/2023

  March 23, 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 the above referenced owner’s complaint. We thank you for the
  opportunity to respond. We regret to learn that the owner is displeased with his
  purchase. Once again, we are sorry about his financial difficulties and hope
  that those hardships improve. As we have already addressed the owner’s
  complaints, we would ask the owner to review our previous responses, which we
  will forward a copy to the owner in a separate email for privacy reasons. We
  will, however, provide further clarification regarding the consumer’s concern
  over availability and hope that it is helpful to him.
  
  It is disheartening to
  hear about any inconvenience the owner may have had while trying to use his ownership
  or book reservations. Concerning the
  owner’s claim about availability, we would like to briefly explain his ownership.
  The owner’s purchase consists of a 2-Bedroom Deluxe Villa at Westgate
  Vacation Villas Resort with EVEN-numbered year occupancy, during the
  All – Season, starting in 2020. Please know that
  all reservations made under the Floating Use Plan are based on
  availability; because of this, Westgate allows owners the opportunity to book
  reservations as early as eleven (11) months in advance to help secure their
  travel plans. As for using only once, our records indicate that they have used
  their ownership on two separate reservations, and would like them to understand
  regardless of usage, they remain financially and contractually responsible for
  the purchase.
  
  Mr. ********* Westgate finds this
  contract is valid and enforceable as previously set forth. We encourage the
  owner to contact our Owner Relations Team directly at 1-800-925-9999
  / Option 4 for personalized help with all account matters. Thank you for the opportunity to be of service.
  
  Respectfully,
  
  Chera M., Account Manager
  Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  *********************************
  
  Ckm/bp
  
  
  
  
  
  November 23, 2022 Response:
  
  **** *** ******** ******
  RE: Account # *********** *  **** * *********
  
  Dear Mr.  and Mrs.  ******,
  
  Thank  you  for 
  your  patience  while 
  we  reviewed  your  correspondence.  We 
  apologize  for  our 
  delay  in  response, and for any inconvenience this may
  have caused. You may find our response below.
  
  First, with 
  regard  to  your 
  claim  that  you 
  do  not  own 
  anything,  please  be 
  advised  that,  per 
  your  signed  Warranty 
  Deed  and  Lien 
  on  Real  Property 
  and Contract  for  Purchase 
  and  Sale,  you 
  are  the  owners 
  of  deeded timeshare real
  estate. As for your allegation that you can vacation elsewhere at a lower cost,
  we ask you to understand that, at the time of purchase, you were provided the
  costs associated with travel. It would have been up to you to ensure that the
  timeshare fit into your vacation wants and financial means. In  addition, 
  we  ask  you 
  to  understand  that 
  your  allegation  that 
  you  have  never 
  used  your  timeshare 
  is  unsubstantiated, as our
  records show you have used your week twice in the past.
  
  Mr. and Mrs. ******, while you may not agree with our
  responses, the fact remains that you were provided full and fair disclosure of
  your purchase terms on the day of sale, as evidenced by your execution and our
  delivery  of  the 
  contract  documents. 
  
  Therefore,  our  position 
  remains  that  your 
  contract  is  valid 
  and  enforceable. We thank you for
  the opportunity to be of service. For further assistance,our Owner Relations
  Team is available at 1-800-925-9999 / option 4 to provide
  personalized help with all account matters. You may also contact us at the
  email address furnished below if any additional concerns arise; however, be
  advised that any future correspondence of the same nature will be met with a
  similar response.
  
  Respectfully,
  
  Executive Team
  Owner Relations Correspondence
  ******** *******
  *********************************  
  
  Ap/bp
  
  
  July 29,
  2022 Response
  
  Tony ******,
  *** ******** ******
  RE: Account
  * *********** * ***** * ******* 
  
  Dear
  Mr. and Mrs. ******, We appreciate your continued patience while we reviewed
  and researched your concerns. Please accept this as Westgate’s response.
  
  First
  and foremost, we thank you for reaching out to us with your concerns and
  appreciate you as respected and valued owners within the Westgate family. We
  are disheartened to learn that you have become frustrated with a purchase that
  you once believed in. While we understand you are experiencing financial
  challenges and we certainly hope your hardship soon ease, Rest assured we want
  to provide you with assistance in your time of need.
  
  Mr.
  and Mrs. ******, regarding the ability to travel anytime, we are truly sorry to
  hear of any challenges you may have experienced when attempting to book
  reservations. In an effort to clarify, per the executed Contract for
  Purchase and Sale (Contract) document, you purchased an All-Season
  Week in a 2-Bedroom Deluxe Villa for use during Even-numbered years, with the
  first occupancy in 2020 at the Westgate Vacation Villas Resort & Spa.
  Additionally, you purchased under the Floating Use Plan for reservations,
  wherein you do not own a specific unit; you own a certain unit type, based on
  availability. To clarify, you are guaranteed the right to occupy your villa
  during your season of ownership 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. If you
  use your deeded week at your home resort in your occupancy year and season, no
  additional fees would be due. Any reservations outside of your contracted usage
  rights are considered Owner Benefits (e.g., exchanges, etc.), which are also
  based on availability and subject to the Westgate Resorts Internal Exchange (WRIE) terms and conditions.
  
  As
  part of the many benefits that come with being a valued Westgate owner, you can
  utilize your week through WRIE to travel to other Westgate Resorts.
  Additionally, when you purchased your ownership, you were provided with a
  2-year complimentary membership with Westgate Cruise & Travel Collection (WGCTC) and a 1-year complimentary upgrade of your Interval
  International (II) membership to the GOLD plan to expand your travel
  options as both exchange companies offer discounted getaways. A membership with
  II gives you the option to travel to thousands of international destinations. WGCTC allows you to book unlimited getaway weeks with prices ranging from $49-$399.
  Any travel through II and WGCTC is based upon their terms and
  conditions as they are third-party entities and Westgate neither governs nor
  controls their inventory. You are not required to renew your membership with II or WGCTC, but if you wish to continue taking advantage of these benefits
  after the memberships expire, renewal would be at your expense.
  
  Since
  you mention using your ownership for cruises and travel to different resorts,
  allow us to clarify with an active membership with Interval International(II) or Westgate Cruise & Travel Collection (WGCTC),
  owners are able to exchange their week for a cruise or travel to thousands of
  destinations internationally. Any travel through these third-party companies is
  based upon their terms and conditions, as we do not have control over their
  inventory. If you have questions about their services or specials currently
  being offered, you may contact II directly at 1-800-822-2341 and WGCTC at 1-800-572-6169. Please be advised these benefits are not contractual
  in nature.
  
  Concerning
  the Maintenance and Tax (M&T) assessments, please note that both your
  signed Contract, your Acknowledgment of Representations, and your Proposal Review documents disclosed your M&T dues as an estimate
  based on the current year’s Resort Budget at the time your contract was signed.
  Your signed Closing Disclosure document discloses that the M&T may
  increase over time. The Budget covers all the expenses required to maintain
  your entire resort, including security, insurance, landscaping, housekeeping,
  repair, and maintenance of common buildings and individual units, just to name
  a few. The Association is responsible to determine what costs are essential to
  preserve the integrity of your entire resort while keeping them as low as
  possible. When the costs of maintaining the resort increase, however, this
  increase is reflected in the M&T charged to each owner.
  
  Mr.
  and Mrs. ******, please be advised we are unable to validate your verbal claim
  of being offered free vacations. Please provide more information including any
  supporting documentation to substantiate your claim in order for us to properly
  address this matter.
  
  In
  conclusion and upon review of your purchase, it is Westgate’s position that
  your contract is valid and legally binding. One of Westgate’s main goals is to
  assist our owners in realizing the full potential of their timeshare ownership,
  as the real value is in the time spent with your loved ones and the memories
  you can create together as a family. Therefore, if you have any questions about
  your ownership or are ever in need of assistance with booking a reservation, we
  encourage you to contact our Owner Relations Team by calling 1-800-925-9999/ option 4. If we may be of additional service, please reach out
  to us at the email address below.
  
  Respectfully,
  
  Executive
  Team
  Owner
  Relations Correspondence
  Westgate Resorts
  *********************************
  
  Kr/am
  
  Attachments:
  Additional copies of: Contract for Purchase and Sale
                                                        
  Acknowledgment of Representations
                                                        
  Proposal Review
                                                        
  Closing Disclosure

• Initial Complaint

  Date:03/07/2023

  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 purchased a timeshare with Westgate on April 21, 2020, which has not been to any benefit to us. During the meeting which included a 2-hour tour of the property, we were told we could use this timeshare as a real estate opportunity. We were told that many Westgate owners have made thousands of dollars by simply renting out their timeshare. We had multiple sales representatives speaking to us. One of the reps approached us with a credit card encouraging us to use the credit card for the down payment on the timeshare which locked us into an additional expense. The representative who closed the deal took about 5 - 10 minutes to quickly scan through the contract in slight detail, while also coercing us to nod yes or no at the appropriate time. The entire contract review and signing process were misleading, overwhelming, and rapid to say the least. We have not traveled back for a second visit simply because we do not have the time or money. *********** recently lost his job, which cuts our income. I am a Type 1 Diabetic and my basic medical expenses exceed $500 every 90 days. We are also expecting a child. All of these personal expenses are increasing. We have to prepare for a baby being in the house and it's needs. We have requested that our timeshare be canceled and the loan as well. We have told Westgate we want a refund of the money we have paid them since we have used it once. The lack of integrity these sales reps display is disgraceful. We have been working with Westgate on trying to get this solved since mid 2020, shortly after our purchase with them and they are not helping us. We also contacted the attorney general for assistance, and either westgate got to them before we did or if they just couldn’t help, we don’t know but they didn’t respond either. Westgate has repeatedly denied offering any assistance to us after lying to us. They’ve made threats to put a foreclosure on our credit and all we really want is to just get out of this contract. Please help us!

  Business Response

  Date: 06/09/2023

  June 9, 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 Ms. ******’s complaint. We thank you for the
  opportunity to respond.
  
  It is our most sincere regret to once again
  read that Ms. ****** no longer wishes to be the owner of a timeshare with Westgate
  Resorts. We sincerely apologize for any inconvenience
  the consumer may have experienced due to the length of the presentation she
  attended and if she felt pressured or uncomfortable in any way. We ask her to
  understand that in order to receive the promised gifts, she was only required
  to attend the presentation for 90 minutes and had no obligation to remain past
  that time or to purchase. It would have been at the consumer’s discretion to
  inform the sales staff or closing officer of any discomfort to ensure proper
  action was taken and refrain from purchasing if her concerns were not addressed
  to her satisfaction. While Westgate is a sales-driven company, at no point was
  she forced to stay or purchase a timeshare.
  
  While the consumer has also stated that she
  felt rushed through the signing process, we ask her to please understand that
  our records indicate that the signing process took over an hour and that the
  consumer interacted with the closing officer throughout the process. We ask her
  to please be advised that had she informed the closing officer of her concerns,
  they most certainly would have proceeded at a pace with which the consumer was
  comfortable. Our closing process is in place to make sure the owners understand
  and are comfortable with their purchase, and if they are not, they are well
  within their rights to stop the transaction altogether.
  
  Regarding the
  consumer’s concerns about renting out her timeshare, we ask her to please
  understand that she may pursue this endeavor at her discretion. However,
  Westgate does not have a rental, resale, or buyback program to assist her with
  the resale or rental process for her timeshare. Further, due to the fact that the timeshare property
  is deeded real estate, it becomes part of the assets she can sell, transfer, or
  will to whomever she chooses.
  
  As
  for her concerns regarding the credit card she applied for, we ask the consumer
  to please understand that the decisions to accept the offer, apply for the
  credit card, and move forward with the opening of the credit card were
  ultimately hers to make. Further, with respect to her concerns about credit
  reporting, we ask the consumer to please understand that she accepted a line of
  credit that was extended by Westgate in the form of a loan. As such, Westgate
  is well within its rights to report the transaction to the credit bureaus
  accordingly.
  
  Additionally,
  while she has stated that she has contacted the Attorney General’s office, we
  ask the consumer to please be advised that we have not received any notification
  from the Attorney General’s office regarding her correspondence. Once we
  receive notification of her correspondence, we will respond accordingly.
  
  We ask the consumer to please be advised that a
  rescission period for contract cancellation was provided to her at the time of
  purchase. This rescission time is mandated by the state to allow new owners the
  opportunity to review their signed contract documents as well as their purchase
  decision, and if they changed their mind, they could cancel the contract. Westgate
  did not receive a written request for contract cancellation from the consumer within
  the time provided; therefore, her request to cancel her contract has
  respectfully been denied. Westgate’s position is that the final decision to
  purchase was theirs as consumers, and as such, the contract remains valid and
  enforceable.
  
  We understand that when
  life brings medical and financial challenges, it can lead to uncertain times.
  However, we want to reassure Ms. ****** that we are here to help her in her
  time of need. We earnestly encourage her to contact our Contract Mediation Team at 1-800-375-8122 for further assistance
  with her account. While they do not provide contract cancellation services,
  they are committed to helping the consumer. They will explore options that may
  be available to her to assist her with bringing her account current with her
  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:03/07/2023

  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.

  Originally we were told this would be real property that we would own and could use. After we purchased, we soon realized that we own nothing and that all of these payments are going toward no real investment. We further cannot use it as there are always problems and no rooms or time available for us. In fact if we try to use it there are always extra fees and we were never told about these extra fees. I have had some major setbacks since we made this purchase with Westgate. I was involved in two car accidents and financially we are struggling. I have reached out to Westgate about all of this and asked for help but they tell me there is nothing they can do and that I have to seek out assistance elsewhere. I am in great need of assistance and am reaching out as I am sure Westgate could provide some kind of solution rather than just brushing me off. Please advise as to what I can do to be released from this.

  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. ******* complaints.
  We thank you for the opportunity to respond.
  
  First
  and foremost, we regret to read of the financial hardships the consumer may be
  experiencing. He is a valued member of the Westgate community, and we always
  hope to assist our owners to the best of our abilities. Be advised, we have
  addressed the consumers’ concerns regarding availability and extra fees in our
  response dated July 23, 2020. We have forwarded a copy of this response to the
  email address we have on file along with any documents mentioned therein.
  
  With
  respect to the consumer’s claim regarding investment, 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 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 investment
  potential of his 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.
  
  Regarding
  his ownership, we can confirm for the consumer that, as evidenced by his Warranty
  Deed and further disclosed within the Contract for Purchase and Sale,
  he did in fact purchase an interest in real property. Allow us to clarify that
  he purchased a Value-Season Week in a 1-Bedroom Villa for use during even-numbered
  years with first occupancy in 2020 at the Westgate Smoky Mountain Resort &
  Water Park. Additionally, he purchased under the Floating Use Plan for
  reservations, wherein he does not own a specific unit, but a certain unit type.
  
  Mr.
  ********* 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/am

  Business Response

  Date: 05/25/2023

  May
  25, 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.
  
  Please
  be advised that a review of Mr. *****’s correspondence confirms that he has not
  provided any new allegations for Westgate to research and no additional
  documentation in support of his previous ones. As
  previously advised, our research has concluded that on the date of purchase, he
  received full and fair disclosure of all matters pertaining to the transaction.
  Please also be advised that Westgate is not required to provide a resolution
  once the rescission period that he was provided with at the time of purchase
  has passed.
  
  While Mr. ***** may
  not agree with our responses, Westgate has addressed his concerns, and absent
  documentation that would negate his signatures on the executed contract
  documents, Westgate’s position remains that his contract is valid, legally
  enforceable, and will not be cancelled.
  
  While we are appreciative of his
  concerns, we remain here to help him. 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 you. They will explore options that may be available to you to assist
  you with bringing your account current with your financial difficulties in
  mind. Please be advised that any further
  correspondence regarding this matter will result in a similar response. We
  appreciate the opportunity to be of service.
  
  Respectfully,
  
  Connor M., Executive Team
  Owner
  Relations Correspondence
  Westgate
  Resorts
  *********************************
  
  Cm/am

  Customer Answer

  Date: 05/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Complaint: ********
  
  I am rejecting this response because:
  As you can see I'm looking for a resolution to this problem. Every time I get a new mediator from Westgate they leave with no resolution.
  I keep getting a daily counting of how many days I owe and threats of foreclosure and normally I let days months now years go by because they leave me with no other options.
  So, Mr. ******** Im hoping that through a separate mediator we can finally get this situation resolved. If foreclosure is the only option than thats what it is. 
  Unfortunately, through all of this i ha e become disabled and cant do things like before, I cant work to provide for my kids like before,  I would just like for their calls and threats to stop and then im the one to be at fault. Theres no money to give, and as you can see even from their so called mediator, when asked to mediate its silence until they have another so called mediator to have me in the same circle / loop, but my back is against the wall and even more determined to get to foreclose or be left alone.
  How cant we get this done and over with.
  i dont think i should have to provide my disability paperwork to prove what I'm saying is the truth.
   What other documents is it that im supposed to provide?
  
  Sincerely,
  
  ***** *****
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:03/06/2023

  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 bought a timeshare with my fiancee March 7, 2016. It is paid in full. However tragedy struck me. December 7, 2021 when he died in a freak accident. Since then I have reached out to Westgate Resorts multiple times and they record all calls to have them resell my timeshare before this year's homeowners fees would be due. I was never late I never missed a payment. Why would I want to keep something that reminds me of intimate moments we have shared This is different circumstances. Everything was paid in full due to grieving circumstances I asked to speak again to a manager. Now they won't speak with me in regards to selling it until I pay them current. So they're using that against me a year later. How is this fair I've tried resolving this for a year.

  Business Response

  Date: 03/16/2023

  March
  16, 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 Mrs. ********* complaint.
  We thank you for the opportunity to respond.
  
  First
  and foremost, on behalf of the entire Westgate family, please allow us to
  express our most sincere condolences to the consumer for the passing of Mrs.
  ********* husband. We are aware that such events can result in hardships in our
  lives and strive to be of assistance when our owners are confronted by them.
  
  We
  ask the consumer to understand that if she prefers to sell her property, she
  may do so on her own. However, Westgate does not have a rental, resale, or
  buyback program to assist with the resale or rental process for her timeshare.
  Further, due to the fact that the timeshare property is deeded real estate, it
  becomes part of the assets she can sell, transfer, or will to whomever she
  chooses.
  
  With
  regard to the consumer's concerns about her HOA dues being up to date for
  consideration to sell the timeshare, as Westgate does not have a buyback
  program, we believe she may be referencing the Legacy Program. While Westgate
  does not have a definite exit program, we do offer assistance options, which
  include the Legacy Program. Through this program, owners may be able to deed
  their ownership back to the Developer. However, there are specific
  qualifications and criteria that must be met in order to participate in this
  program, including that an account must be paid in full and in good standing.
  
  We
  would like to advise Mrs. ******** that timeshare real estate sales are highly
  regulated and contractual in nature and that both parties are legally required
  to honor the agreement. As such, her contract is 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/am

  Customer Answer

  Date: 03/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because you have not addressed the fact I had called a year ago more then once in tears asking for guidance and assistance after his death. You guys have all the recorded calls as evidence. I asked about the criteria for the legacy program around March of 2022. I get we signed papers. I repeat when I called for the last year your companies failure to live up to your end of the service agreement to help an owner is a shock and a shame. It also pains me to know the only call you can comment on was the one where I said I would talk to you guys here because I don't have to get told how unimportant I am compared to your employees new business? I'm sorry did you miss that on the call. He brushed me off by telling me I should just speak to anyone not the person who left me a message because of new business. Why are owners to treated with respect.  I'm asking you to research these calls. I followed the contract by reaching out well in advance of the fees I met every deadline. I think it's fair to withhold payment until I get proper service. This is the most conversation I've had from you guys. Where can this information be found for the legacy program since you said you can't tell me the criteria. Please feel free to check all your call logs it should document each and every inbound call record as to touch my account they verify my identity. Please also if your of authority coach your customer service to be kind and of service to current as well as potential new owners. I looking forward to your your answers.

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

  Business Response

  Date: 04/07/2023

  April 7, 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 Ms. ** ******’ complaint. We thank you for the
  opportunity to respond.
  
  First and foremost, we once again offer our
  deepest condolences for the loss of the owner’s loved one on behalf of the
  Westgate family and apologize again if they feel as if they have experienced a
  lack of customer service or assistance. We would like to assure them that while
  they may disagree with our previous responses, we certainly respect and value
  all of our owners and we remain here to assist them.
  
  Regarding the owner’s claim that she was
  brushed off by the team member who was assisting her on the phone, we ask for
  her to please understand that our records indicate that on March 16, 2023, the
  owner was in contact with our Developer Services Team who attempted to
  assist the owner, but she told them that she would handle the matter with the
  Better Business Bureau and hung up. In regard to the calls from 2022, our
  records indicate that an attempt to contact the owner was made on March 30,
  2022, in which the Developer Services Team reached the owner’s voicemail
  and left a message, and again on March 31, 2022, yielding the same result. We
  have no other record that the owner was in contact with our Developer
  Services Team around the timeframe that she specified. If she has any
  documentation to support her claims, we encourage her to submit it to us at the
  email address provided below so that we may review it and perform research
  accordingly. Please be advised that in the absence of the requested
  documentation that would support her allegations, the contract will remain
  valid, enforceable, and will not be cancelled.
  
  While we are appreciative of Ms. ** ******’
  concerns, we remain here to help her. We encourage her to contact our Account
  Services Team directly at 1-888-999-0101 for further assistance with
  her account. While they do not provide contract
  cancellation services, they are committed to helping her. They will explore
  options that may be available to her to assist her with bringing the account
  current with her financial difficulties in mind. As always, we remain at
  her service, and we look forward to hosting her future vacation endeavors.
  
  Respectfully,
  
  Connor M., Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  *********************************
  
  Cm/am