Timeshare Companies
Central Florida Investments, Inc.Headquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Timeshare Companies.
Complaints
This profile includes complaints for Central Florida Investments, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 645 total complaints in the last 3 years.
- 223 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/01/2023
Type:Customer Service IssuesStatus: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.
Sarting in the fall of 2018 my family had made a decision to try to sell our timeshare because it was not large enough for our families needs and the kids did not want to deal with it when my husband and I passed. Every time you visit the timeshare as an owner you are rquired to speak with the sales dept.
in Tennessee I visited with the timeshare sales people and explained that we were no longer interested in keeping the timeshare. They said they could not help us but we could put oit up for sale just like any other real estate. They convinced me to purchase something in order to keep my options for the property open I paid a little over $1000.00 This proved to be inacurate as no realtor wanted to sell it for us.
We did not visit during covid.
In 2022 When we used our timenshare again I visited the sales people and explained again that we were not interested in keeping the timeshare. They said there was nothing they could do for me because I had the wrong kind of unit in the wrong season. They claimed that a ski season would be saleable and rentable. What they failed to tell me at any point between 2018 and 2022 was that as a legacy owner I had buy back options and all I had to do was call a phone number which is hidden deep in the owner website and the whole thing could be taken care of for a reasonable fee. Instead I wasted $17155.00 giving them my three bedroom 2 bath unit spring fall for a 1 bed studio unit ski season. Without the phone number to the legacy dept I was vuneralble to timeshare predators who did take advantage of me that same year. I spent an additional $13082 to finally have a person give me a phone number that should have been readily available and honestly dispenced by Westgates sales dept to any owner that needs to talk about getting out of their timeshare. I believe Westgate uses fraudulent business practices and deceptive selling techniques. They should give an owner full disclosure of all options so that a person can make a good decision.Business Response
Date: 03/20/2023
March 20, 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 the owner’s complaint. We thank you for the
opportunity to respond.
Mr* ********, we
regret to learn that the owner is dissatisfied with their purchase and
apologize for any inconvenience they may have experienced. Regarding the update
meetings, although we appreciate their attendance at the meetings, we would ask
them to please know that they are voluntary unless they have accepted gifting
or it is a part of the terms of their stay. To confirm, there is never an
obligation to attend.
Concerning the resale of the
timeshare, we would ask the owner to keep in mind that the executed contract
documents show they were aware that they purchased this timeshare for personal use and
that there were no representations made regarding investment or resale
potential. Additionally, it is important to understand that, when purchasing an
interest in deeded real estate property, they assumed certain responsibilities
under the contractual documents they signed and executed; therefore, no longer
wishing to own the property requires more than a simple “return”. Owners are
able to sell, will, or transfer any rights of ownership; however, this would be
at their discretion as the Developer does not assist with this process. With
regard to the owner’s claim, they were told they had the wrong kind of unit in
the wrong season and that ski season would be saleable and rentable, please
understand that we cannot substantiate verbal allegations that are contradicted
by the executed documents.
As it relates to our Legacy Program and
not being informed, this information is available on our website, and as this
program is not contractual in nature, Westgate is not required to disclose it.
Moreover, there are not specific owners who are entitled to certain options. This
program has strict requirements that must be met by any owner seeking to apply.
Mr* ********, Westgate
finds this contract is valid and enforceable. As we remain at the service of
our owners, 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., Executive Team
Owner Relations Correspondence
Westgate Resorts
[email protected]
Ckm/amCustomer Answer
Date: 03/22/2023
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. Westgate Has responded to our complaint. They have no desire to treat their customers with honesty or respect. Buyer beware.
Sincerely,
******* *****Initial Complaint
Date:02/24/2023
Type:Customer Service IssuesStatus: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.
When my family and I first purchased the timeshare from your company it was made to seem like this was a beneficial investment that would not only save us money but also be able to see a return from. This turned out to be one of the biggest lies I have ever been told in my life. Westgate used high pressure sales tactics and fed us a lies that almost made us feel like we had to sign up for a timeshare. At one we were even told that Westgate was not a timeshare, but a “vacation club.” After doing a little research after we left was when we found out that Westgate is indeed a timeshare, just another one of the many lies. During the ridiculously long meeting we told your sales representatives that we did not and could not afford an investment like this. They played it off like it was not as expensive as it seemed and that you could see a return from it in the long run(another lie). They told us that we could rent out our room and that they would assist in that process as well(another lie). Since we’ve owned our timeshare to now we can not find one person to help us with this. It seems like the only truth we were told was that it would get passed down to our kids, but that would only put them in a burden of being stuck with the ridiculous cost of all the fees as well. So that is why we are reaching out to you, because we refuse to let such a thing happen to our kids. We can hardly afford it with the way our family has been affected by Covid. The main selling point that made us sign the contract was by your sales rep. Courtney S*********. She told us that a family had just returned their package and we could get a reduced price and we finally gave in. So that is what I am wanting to do as well. If you could send us information on how to do so, that would be greatly appreciated. We need out of this burden now so our family does not have to worry about this lingering over our heads any longer.Business Response
Date: 03/13/2023
March 13, 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. and Mrs. *****’ complaint. We
thank you for the opportunity to respond.
Mr. ********* we were sorry to read that Mr. and Mrs. *****
no longer wish to be owners with Westgate Resorts. A review of their
complaint indicates that we have already addressed their concerns in a previous
response. We would ask them to please refer to that response regarding those
concerns and will be sending a copy to the email address on file for their
privacy.
Westgate’s position stands as previously set forth that their
contract is valid and enforceable. Thank you for the opportunity to be of
service.
Respectfully,
Chera M., Executive Team
Owner Relations Correspondence
Westgate Resorts
*********************************
Ckm/bpCustomer Answer
Date: 03/24/2023
Complaint* ********
Mr. ******** we do not accept this response. Ms. ***** we thank you for responding to our correspondence regarding the discomforts we experienced with the sales presentation and attempted purchase. We appreciate your review and research of our additional correspondence however we are unsatisfied that it resulted in a lack of closure.We understand that there may have been offers available on a first-come, first-served basis based on inventory which lends credibility to some degree of urgency expressed. However, at no point did we feel comfortable or satisfied with the process and it was never our intention to make a purchase under such prescriptive conditions. Even if it were possible, verbal communications cannot validate any alleged discounts mentioned by sales staff. Much like communication around inheritance potential, professional legal advice is now needed due to contractual obligations and regulations associated with timeshare real estate sales as acknowledged by yourself in this letter.
As previously expressed our financial capacity should not even be an issue since an agreement between both parties was never actually reached at all. Our goal for reaching out had been clear from the outset; we were seeking closure on this matter so that confusion surrounding verbal allegations can be put to rest once and for all without further burden or obligation - regardless of what may have been
Sincerely,
******* *****Business Response
Date: 03/31/2023
March
31, 2023
****** ********
Consumer
Affairs Representative
BBB
serving Central Florida
1600
S. Grant Street
Longwood,
FL 32750
RE:
****** and ******* *****
Complaint ID # ******** * ******* * *********** * **** * *********
Dear
Mr. *********
Westgate
Resorts is in receipt of your additional correspondence regarding Mr. and Mrs.
*****’ complaints. We thank you for the opportunity to respond.
Mr.
********, we regret to read that the consumers may be dissatisfied with our
previous response. As we have previously advised Mr. and Mrs. *****, if at any
time they were uncomfortable with how the sales process was going, as they
stated, it would have been their responsibility to inform the sales staff or
closing officer of any discomfort to ensure proper action was taken and refrain
from purchasing if their concerns were not addressed to their satisfaction.
For
the Developer’s and the consumers’ protection, the written documents signed and
initialed by the parties are considered the expressions of our mutual
understanding of the purchase transaction. Please know 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 their ownership. With that
being said, Westgate’s position remains that the contract is valid,
enforceable, and it will not be cancelled.
Once
again, we encourage Mr. and Mrs. ***** to contact our Contract Mediation Team directly
at 1-800-375-8122 for further assistance.
Respectfully,
Michaynalda
L., Executive Team
Owner
Relations Correspondence
Westgate
Resorts
*********************************
Ml/amInitial Complaint
Date:02/21/2023
Type:Customer Service IssuesStatus: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 reaching out to you for assistance with our Westgate. We have sent multiple complaints
in the last 12 months with no response. We have also attempted to call several times to come
up with a solution but yet we are told we have to pay it off, or sell it. Neither of these are
appropriate options for us. We are attaching one of the letters that we have sent to Westgate
which details some our experiences with Westgate. Please please help us!Business Response
Date: 03/14/2023
March
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 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 be advised that a
review of Ms. ******’s account confirms that we have previously addressed the
concerns listed in the correspondence attached to her Better Business Bureau
complaint. We have forwarded a copy of this response to the address we have on
file.
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 understand
that, when purchasing an interest in deeded real estate property, the consumer
assumed certain responsibilities under the contractual documents that she
signed and executed; therefore, no longer wishing to own the property does not
constitute a valid reason to require the Developer to take back the timeshare. As
Ms. ****** has previously been advised, she can rent, sell, will, or transfer
any rights of ownership; however, this would be at her discretion as the
Developer does not assist with this process.
Mr.
********* our review has concluded that Ms. ******’s contract is valid and enforceable;
as such, her request for cancellation and refund is respectfully denied. If she
has any additional concerns, we encourage her 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
[email protected]
Ml/bpInitial Complaint
Date:02/14/2023
Type:Customer Service IssuesStatus: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.
******** has to be the slowest company I've ever dealt with! It takes an absurd amount of time for them to contact me back. To give you an idea: I sent a letter in July, they sent back a response saying they had reduced staff. Their actual response didn't come back until September. I sent back a response to them and a follow up. They haven't acknowledged either of them yet. Before this, I spoke to someone in their program to get out of my timeshare, which came at their own recommendation, but they told me no and provided no reason. I just want to return this timeshare, it's no use to me, but they continue to ignore me or make fake promises of programs that don't work.Business Response
Date: 03/03/2023
March 3, 2023
****** ********
Consumer Affairs
Representative
BBB serving Central
Florida
1600 S. Grant Street
Longwood, FL 32750
RE: ****** *******
Complaint ID # ******** / Account # **********
/ Case # *********
Dear Mr* *********
******** Resorts is in
receipt of your correspondence regarding Ms. *******’s complaint. We thank you
for the opportunity to respond.
Mr* ********* a review
of Ms. *******’s account indicates she was advised that she could submit a
request for a Voluntary Deed Back (VDB) and that all requests are
subject to approval and not guaranteed. Ms.
******* was additionally advised that participation in the Legacy Program is not a requirement nor a part of the contractual obligations between Westgate
and its owners. There are strict requirements that must be met for
participation in this program beyond being cashed out and current. We can
confirm that, at this time, she does not meet the criteria for a VDB,
and ******** is not required to disclose the reason for the denial, as the Legacy
Program is not guaranteed nor contractual in nature. Westgate’s position is
that this contract is valid.
As we remain at the
service of our owners, we encourage Ms. ******* to contact our Owner
Relations Team directly at 1-800-925-9999 / option 4 for
personalized help with all account matters.
Respectfully,
Chera M., Executive
Team
Owner Relations
Correspondence
******** Resorts
*********************************
Ckm/bpBusiness Response
Date: 03/17/2023
March 17, 2023
****** ********
Consumer Affairs Representative
BBB serving Central Florida
1600 S. Grant Street
Longwood, FL 32750
RE: ****** *******
Complaint ID # ******** / Account # ********** / Case # *********
Dear Mr* *********
******** Resorts is in receipt of your additional
correspondence regarding Ms. *******’s complaint. We thank you for the
opportunity to respond.
Mr* ********* we were sorry to read that
Ms. ******* was dissatisfied with our response. Contrary to Ms. *******’s
perspective, however, one of Westgate’s main goals is to assist our owners in
realizing the full potential of their timeshare ownership as it is designed for
owners to vacation in comfort, providing an opportunity to create amazing
memories with friends and family.
Regarding, Ms. *******’s claim of “no
way of getting rid of the timeshare unless ******** takes it back”, as owners
of deeded real estate, we would ask Ms. ******* to keep in mind, she is able to
sell or transfer ownership to whomever she chooses, at her discretion, but
******** does not assist with this effort nor do we have a buyback program. It is also important to understand that timeshare real
estate sales are highly regulated and contractual in nature and once the state-mandated
rescission period for contract cancellation expires, we are unable to cancel an
account simply at an owner’s request.
Mr* ********* Westgate’s position
remains as previously set forth. Should Ms. ******* have remaining questions or
concerns, we would advise her to please contact our Owner Relations Team directly at 1-800-925-9999 / option 4 for personalized assistance
with her ownership needs.
Respectfully,
Chera M., Executive Team
Owner Relations Correspondence
Westgate
Resorts
*********************************
Ckm/bpCustomer Answer
Date: 03/30/2023
Complaint: ********
I am rejecting this response because:
There is no one buying timeshares aftermarket, the only way to sell a timeshare is to hold someone in a room for hours and wear them out to the point they sign just to get out of there. Which is exactly how ******** operates. They also claim they have a dedicated exit offer but when I want to use it they tell me no and give no reason why. This whole thing feels like a giant scam!
Sincerely,
****** *******Initial Complaint
Date:02/13/2023
Type:Billing IssuesStatus: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.
Acct# xxxxxx*****
To Whom It May Concern: I have previously sent you a request to validate my debt, account
number Acct# xxxxxxx**** on March 2021Under the Fair Debt Collections Practices Act
(FDCPA), I have the right to request validation of the debt you say I owe you.
I have given you 30 days to remedy the situation, which is a very reasonable period. I have
received no reply from you, though I did receive confirmation via mail that you did receive my
letter on 09/23/2022 & 11/4/22. Since you are still reporting this account on my credit report, you
are now in violation of the FCPDA, and are now subject to fines of $1000, which I may collect
from you by filing a claim in small claims court. I intend to follow through with the suit if I do not
hear back from you within 15 days.
You should also be aware that reporting such invalidated information to major credit bureaus
might constitute defamation of character, as the negative marks on my credit report harm my
credit and prevent me from enjoying all the benefits of good credit. I'm sure your legal staff will
agree that non-compliance with this request could put your company in serious legal trouble
with the FTC and other state or federal agencies. I look forward to hearing from you,
******** *****Business Response
Date: 03/07/2023
March 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 Mr. *****’s
complaint. We thank you for the opportunity to respond.
Mr. Irizarry, we regret if Mr. ***** remains
dissatisfied with our response. We
hope that this additional clarification is helpful to him. Regarding the claim
that Westgate is somehow in violation of the Fair Debt Collections Practices
Act (FDCPA), as we have previously advised Mr. *****, Westgate is exempt from
and not subject to the requirements set forth by the FDCPA as we are an
original creditor.
Should Mr. ***** have
remaining concerns, our contact is below. Thank you for the opportunity to be
of service.
Respectfully,
Executive Team
Owner Relations Correspondence
Westgate Resorts
*********************************
Ckm/amBusiness Response
Date: 03/31/2023
March
31, 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 additional correspondence regarding Mr. *****’s
complaint. We thank you for the opportunity to respond.
Mr.
********, we regret to read that the consumer may not agree with our responses.
Please allow us to remind Mr. ***** that as a courtesy, a copy of his Contract
for Purchase and Sale along with the Note, which encumbered him to
the financial obligations of the purchase, were sent to him in our previous
response.
Additionally,
as the consumer has previously been advised, Westgate as an original creditor
is exempt and not subject to the requirements set forth by the Fair Debt
Collection Practices Act. As such, Westgate’s position remains unchanged; the
credit reporting will not be removed. Once again, we thank you for the
opportunity to be of service.
Respectfully,
Michaynalda
L., Executive Team
Owner
Relations Correspondence
Westgate
Resorts
*********************************
Ml/amCustomer Answer
Date: 04/03/2023
Complaint: ********
I am rejecting this response because: Westgate stated that they are exempt from FCRA , West gate is not exempt from UNITED STATES CODE. They have violated my rights. Resorts, has been Attempting to collect on a Debt in a location where I do not
reside pursuant to 15 USC 1692b. And also not Validating the debt that they say is owed
Along With 15 USC 1681 section 604 A section 2 . States that a consumer reporting agency
cannot furnish a account without my written consent. 15 USC 1681 section 602 A . States
that i have a right to privacy Failure to give prior consent for attempting to communicate
pursuant 15 U.S. Code § 1692c Failure to provide notice of consent on initial
communication pursuant to 15 U.S. Code 1692 (k). Westgate stated that they are exempt from FCRA , West gate is not exempt from UNITED STATES CODE.
Sincerely,
******** *****Initial Complaint
Date:02/07/2023
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We are filing a complaint against Westgate Resorts. We were told that we would receive two free weeks and free show tickets as well as free dinner for just attending. Then the presentation was so long and we were starving and kept trying to leave and they kept getting someone else to come and talk to us. We kept trying to leave and they would come back with a lower price until finally, they said we would get an additional 2 weeks free, we could rent it and make money, we could share it with our whole family, and it would cost so little and also get free or next to free weekend getaways that were almost nothing. They finally wore us down and took up our whole day so we agreed and they gave us a free tablet from their company. I’d say all and all we spoke to 5-7 different people and were there for 4 plus hours. They had us pay an additional $129 for something so we could switch resorts without penalty. It was all a joke and we tried to use it several times for ourselves aswell as family and it was either unavailable or more expensive than paying outright. It’s been a joke and a headache from the day they practically drug us in their office and held us hostage until we caved. HOW IS THIS ACCEPTABLE SALES PRACTICE??? We have tried to work with Westgate even paying them more money but it doesn't matter. When my genetic liver disease got bad and I called and ask about getting out and was told no then I eventually received my transplant and was financially hurting due to being off and sick and they still refused to do anything. They refuse to do anything except try to bleed you dry! We need someone to help us!!Business Response
Date: 02/17/2023
February 17, 2023
****** ********
Consumer Affairs Representative
BBB serving Central Florida
1600 S. Grant Street
Longwood, FL 32750
RE: **** and
****** ******
Complaint ID # ******** / Account # *********** / Case # *********
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.
First
and foremost, we were sorry to hear of the hardships the consumers may be
experiencing. They are valued members of the Westgate community, and we always
hope to assist our owners to the best of our abilities. Be advised, we have
addressed several of the consumers’ concerns prior in our response dated June
25, 2021. We have forwarded a copy of this response to the email address we
have on file.
We
are sorry for any inconvenience the consumers may have experienced due to the
length of the presentation they attended and if they felt uncomfortable in any
way. Although Westgate is a sales-driven company, at no point were they forced
to stay or purchase a timeshare. There are hundreds of consumers daily who
choose not to purchase and leave with their agreed-upon incentive accordingly.
Their
allegations of being told they would get two additional weeks free, that they
would get free or next-to-free giveaways, and that they could pay $129 to
switch resorts without penalty are verbal allegations we cannot validate. Allow
us to briefly explain their ownership in order to clarify exactly what they
contracted with Westgate. On December 28, 2017, they purchased an ALL-season
week in a Studio Villa for use during Odd-numbered years with first occupancy in 2019 at Westgate Towers Resort.
We ask them to keep in mind that they purchased under the Floating Use Plan for
reservations, wherein they do not own the use of a specific unit, but a certain
unit type, based on availability. Therefore, they have the right to
occupy their villa at their home resort during their current year and season of
ownership without being charged additional fees. To improve the likelihood of
securing desired travel dates, Westgate allows owners to book reservations up
to eleven (11) months in advance of their travel dates. Further, when booking
through Westgate, they may allow family and guests to use their timeshare with
no additional costs.
Our
records do not indicate that the consumers have attempted to book with Westgate
before. If they have reached out to Interval International (II)
or Westgate Cruise & Travel Collection (WGCTC) regarding
booking, we ask them to understand that any concerns with availability need to
be directed to them, as we do not govern their inventory or their booking
policies. They may reach II at 1-800-822-2341 and WGCTC at 1-800-572-6169.
Lastly,
in regard to their financial concerns, we ask them to understand that, at the
time of purchase, they were provided the costs associated with travel. It would
have been up to them to ensure that the timeshare fit into their vacation wants
and financial means.
Mr.
********, our review has concluded that Mr. and Mrs. *******s contract is valid
and enforceable; as such, their request for cancellation is respectfully
denied. If they have any additional concerns, we encourage them to contact our Owner
Relations Team at 1-800-925-9999 / option 4 for personalized help
with all account matters.
Respectfully,
Amy
P., Executive Team
Owner
Relations Correspondence
Westgate Resorts
*********************************
Ap/amInitial Complaint
Date:02/03/2023
Type:Customer Service IssuesStatus: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.
NOV 2022, I MADE RESEVATIONS TO THE RESORT FOR A CONVENTION WITH THE VFW THE 19 INEEDED 3 DAYS THE 19 I CANCLED. I STAYED 1 NIGHT THE 20TH AND THEN. I LEFT EARLY. WHEN GETTING THE BILL IT WAS WRONG. FIRST WAS 948.00 THEN IT WENT TO 210.00 WHICH THE DESK FIXED BUT SAID CHECK YOUR EMAIL IT MAY BE WRONG IT WAS 615.00 I CALL 7 TIMES TRYING TO WORK THIS OUT WITH SEVERAL PEOPLE IT CAME DOWN TO 432. AND THE 282. FOR RESERVATION FEE. I TALKED TO MY COMMANDER THE ROOM SHOULD HAVE BEEN 99.00 I DONT UNDERSTAND HE CALL THEY SAID I NEVER TOLD THEM I WAS WITH THE VFW I DID BECAUSE THEY ASKED FOR MY TAX EXECEPT FORM. SO, ONE ROON FOR THE NIGHT WAS FOR ME 282.00 PLUS ANOTHER 432.00 FOR ONE EVEING. I DONT UNDERSTAND THIS IS WRONG FROM THE BEGININ. I WILL PAY THE ONE EVEING BUT THIS IS BEYOND THE PRICING. WHY DO THEY INSIST THAT I AM LYING ABOUT THIS BILLBusiness Response
Date: 02/16/2023
February 16, 2023
****** ********
Consumer Affairs Representative
BBB serving Central Florida
1600 S. Grant Street
Longwood, FL 32750
RE: **** ** ******
Complaint ID # ******** * Reservation # ******** / Case # *********
Dear
Mr* *********
Westgate
Resorts is in receipt of your correspondence regarding Ms. *******s complaint.
We thank you for the opportunity to respond.
Mr.
********* we are sorry for any inconvenience the consumer may have experienced
with regard to her stay at Westgate Lakes Resort & Spa. We
always hope to provide our guests with the best vacation experience possible,
and we are sorry if she feels as if we have not met that standard for her.
Upon
review of her concerns, we found that she did not book her reservation with her
group; as such, she was not eligible for the group room rate. As a courtesy, we
have issued a refund of $205.11 for the one night she did not stay with us.
This refund was issued to the consumer’s original method of payment.
If
Ms. ****** has any additional questions, she is welcome to contact us at the
email address below.
Respectfully,
Amy
P., Executive Team
Owner
Relations Correspondence
Westgate Resorts
[email protected]
Ap/bpInitial Complaint
Date:02/02/2023
Type:Customer Service IssuesStatus: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 spoke to Xaiver to complete their Legacy Program Voluntary Deed Back return option. He explained that we should hear back in 24-48 hours and then have 5 days to accept the offer. The next day we were told it was declined. I called again and spoke with developer services department who said I met all the criteria for the program however Westgate refused and it is up to their discretion. This makes no sense to me. Directly on their website they say it is guaranteed but over the phone they say it is not. *************************************** you can see for yourself or look at the screenshot added to this complaint. I just want them to honor what they say in writing on their website!Business Response
Date: 04/25/2023
April
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.
First
and foremost, we regret to read that the consumer may not agree with Westgate’s
policy regarding the Legacy program. Allow us to clarify that while it is the
only release option offered by the Developer, approval for a Voluntary Deed
Back is not guaranteed. We ask both you and the consumer to understand that
there are many variables and factors that determine if Westgate would agree to
accept inventory back (including inventory demand and account status, among
others). The Developer has the right to offer or deny an owner’s request with
no contractual obligation to disclose why that decision was made. Furthermore,
Westgate is not obligated to offer this program or any other release option to
an owner once the state-mandated rescission period has passed.
Westgate’s
position remains that the contract is valid, enforceable, and it will not be
cancelled. We encourage Mr. ****** to contact our Owner Relations Team directly
at 1-800-925-9999, Option 4 for personalized assistance with his account.
Respectfully,
Michaynalda
L., Executive Team
Owner
Relations Correspondence
Westgate
Resorts
*********************************
Ml/amBusiness Response
Date: 05/11/2023
May
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 additional correspondence regarding Mr. *******s
complaint. We thank you for the opportunity to respond.
While
we regret to read that the consumer remains dissatisfied with our responses, a
review of his most recent complaint confirms that he has not provided and new
concerns for Westgate to research or review. Once again, allow us to clarify
that the Legacy Program is the only Developer-guaranteed release option. As
stated on the website provided by the consumer, this is simply an option made
available in an effort to protect our owners from resale scams and dangers of
third-party exit-companies.
Ultimately,
Westgate is not obligated to offer this program or any other release option to
an owner once the state-mandated rescission period has passed. Westgate is
under no obligation to disclose the reasons for the denial and has elected to
keep these reasons confidential as a matter of policy.
Mr.
********* although the consumer may not agree with our responses, we ask him to
understand that we have researched and responded to his concerns fully, and our
position remains that the contract is valid and enforceable.
Respectfully,
Michaynalda
L., Executive Team
Owner
Relations Correspondence
Westgate
Resorts
*********************************
Ml/acsCustomer Answer
Date: 05/20/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
***** ******Initial Complaint
Date:01/24/2023
Type:Customer Service IssuesStatus: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.
Attention Manager
Note to BBB: This is what I sent to Westgate in an email to no avail
Greetings
We were in a 2 bedroom villa and upgraded to a 6 bedroom. I received a gift card which I have attempted t o use at 5 different stores to no avail. When I call Westgate I am treated rather rudely and impatient(disconnected twice) except by the last person Charmaine. My issue is that a manager will not speak to me to resolve the issue and tells the representative to have me call the number on the back of the card to let them know that the card is not working. I have done that 3 times(before contacting Westgate) and they check the numbers on the card and say that money is there. The other issue is that the card should have been for $150.00. I did not have the card near any other cards, so I know the stripe was not affected.
It is the point that Westgate is so accommodating when giving presentations, but keep giving me the run around now. I will be going to a Better Business Bureau and other sources if this is not resolved, which I perceive as maybe a scam at this point.
Thank you
******** ********** **** ********* ****** ****** ** ***** ************ ****************** *******************Business Response
Date: 02/03/2023
February 3, 2023
****** ********
Consumer Affairs
Representative
BBB serving Central
Florida
**** ** ***** ******
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.
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,
Amy P., Executive Team
Owner Relations Correspondence
Westgate
Resorts
*********************************
Ap/bpCustomer Answer
Date: 02/03/2023
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:01/23/2023
Type:Sales and Advertising IssuesStatus: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.
My husband and I purchased a Dream Vacation Week from Westgate in February 2022. We were promised the following: no additional charges above what we initially paid, we can go anywhere, hundreds of places, we were told we can go anytime we wanted. Now we are being told 3 different things by different people in the company. We have been constantly lied to and we want this rectified immediately. Everything Westgate told us was a lie. I called their customer service line and they said we could go anywhere in the leisure time passport with the certificate, called the leisure time passport customer service and they say you cannot use it. Called the dream vacation customer service and they say you can only use the certificate on the very few places and times they have. You cannot arrive on any other day than Saturday, what if I want to arrive on a Wednesday? I am so frustrated with Westgate and we just want to get our money back and never hear Westgate ever again.Business Response
Date: 02/08/2023
February 8, 2023
****** ********
Consumer Affairs Representative
BBB serving Central Florida
**** ** ***** ******
Longwood, FL 32750
RE: ******** ***** *******
Complaint ID # ******** / Account # *********** / Case # *********
Dear
Mr. ********,
Westgate
Resorts is in receipt of your correspondence regarding Mrs.
Hayes’s complaint. We thank you for
the opportunity to respond.
First,
we would like to advise you that our Vacation Traveler (VOA) Team has already attempted to educate the consumer on what she purchased. As a
courtesy, we will explain it again. Their VOA purchase entitles them to a
7-night stay in a 1-bedroom unit at any Westgate property listed in their Vacation
Occupancy & Price Lock-in Agreement Addendum. Additionally included in
their purchase is the ability to utilize the Leisure Time Passport (LTP)
through Interval Travel Inc. (ITI). Using the LTP is based on
availability and is subject to ITI’s terms and conditions.
The Dream Vacation Week Certificate that the consumer received was a gift
they were offered in exchange for touring. It is completely separate from their
purchase and not contractual in any way. In addition, usage of the certificate
is subject to its specific terms and conditions, and it can only be booked
online at www.dreamvacationweek.com.
Mr.
********, our review has concluded that Mrs. Hayes’s contract is valid and
enforceable as written. If she has any additional concerns, she is welcome to
contact our Vacation Traveler Team at ***************
Respectfully,
Amy
P., Executive Team
Owner
Relations Correspondence
Westgate Resorts
*********************************
Ap/amCustomer Answer
Date: 02/09/2023
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. I will add that your customer service department and those that sold us the vacation need more training. They told us that the dream week vacation was the one we paid for not the other one. I expect an apology for being misinformed by your staff.
Sincerely,
******** *****
Central Florida Investments, Inc. is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.