Business Profile

Timeshare Companies

Central Florida Investments, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

647 total complaints in the last 3 years.
223 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/27/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a reservation that I made over the phone, which the reservation agent said would take place at the hotel nearest Universal in Orlando. When we arrived, we found out that it was not the correct Westgate location. It took many phone calls to get this resolved and we were finally moved to the correct hotel the next day. As a result, we incurred an extra $75 in cab fare (extra we had to pay to get to the correct hotel and in extra charges from the hotel that was too far from our original destination).In addition to that we had several issues, including:1) elevator not working, which was a huge issue for my handicapped mother, who had to wait outside for over 30 minutes, with no benches available, for a gold cart to come from the front desk 2) unclean toilets in the room (I have pictures if needed)3) extremely rude customer service, including one agent, ****, lying about things I would like a $75 refund to my credit card. I tried to call your customer service department and was promised a call back but no one ever called me.
Business Response
Date: 01/18/2023
January 18, 2023

*****************************
Consumer Affairs Representative
BBB serving Central Florida
1600 *****************************
********, ** 32750

RE: *****************
Case # ******** / Westgate Case # CS0068149

Dear ********************,

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

First and foremost, we were sorry to read of the issues the consumer may have experienced during her stays at Westgate *********** Resort and Westgate Lakes Resort & Spa. We always hope to provide our owners and 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 reservation, we found that she was moved to a room on the first floor due to the elevator not working. We also found that she was issued $75 in vouchers as a courtesy for the issues she experienced. We thank her for giving resort management the opportunity to address her concerns while she was still on property.

If ************ has any additional concerns, she is welcome to contact us at the email address furnished below.

Respectfully,

**********, Executive Team
Owner Relations Correspondence
Westgate Resorts
**********************************************

Ap/bp
Initial Complaint
Date:12/27/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To Whom It May Concern: I have previously sent you a request to validate my debt, account
number Acct# *********** 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: 01/18/2023
January 18, 2023

****** ********
Consumer Affairs
Representative
BBB serving Central
Florida
1600 S. Grant Street
Longwood, FL 32750

RE: ******** *****
Case # ******** / Account # *********** / Westgate Case # *********

Dear Mr. *********

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

Mr. ********* we were sorry to read that the
consumer feels as if we have not adequately addressed his concerns. We always
hope to assist our owners to the best of our abilities, and we are sorry if he
feels as if we have not met that standard for him. We ask him to understand
that, as Westgate is an original creditor, we are exempt from and not subject to
the requirements set forth by the Fair Debt Collection Practices Act (FDCPA).
We appreciate his understanding.

If Mr. ***** requires further assistance, he is
welcome to contact us at the email address furnished below.

Respectfully,

Amy P., Executive Team
Owner Relations Correspondence
Westgate
Resorts
[email protected]

Ap/bp
Customer Answer
Date: 01/18/2023

Better Business Bureau:

All rights reserved , 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:12/21/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I stayed at Westgate for my 51st birthday weekend. I arrived at around 7:30pm. My first room did not have heat. My 2nd room was dirty. Food on the table, sheets were dirty and hair was in the tub. It took 2 hrs for them to get us into a 3rd room after midnight. Amir at the front desk said he would refund the resort fees-he did not. I also had to push for the late checkout he said he would give us. We were told a presentation would take 1 hr. They took 2.5 hrs and the $100 gift card they gave us wasn't activated. The front desk said this was my problem. Ahjanae at the front desk tried to help as much as possible, while Shannon stayed in the office relaying messages. My entire weekend was horrible. To make matters worse, it took more than an hr to checkout because they charged the gift card and our credit card and reversed it several times. No one took accountability for all of these issues within a 48 hr timeframe. We froze in the first room, were appalled by the 2nd dirty room and had to call several times before we were finally moved to the 3rd room (I sent pics and a video of the 2nd room). How does a resort like this expect to keep customers when they do not care about their experience, don't take responsibility or compensate people when they ruin their vacations? We almost missed our flight and had to pay our Uber driver to wait because the front desk manager took her time resolving the checkout issue they created.
They took my money, didn't provide a clean, warm room until multiple texts, calls, charged our credit card multiple times, tried not to accept the $100 gift card they gave us and said we could use at the resort and almost made us late for our flight even though we left the room early. They tried to commit fraud on our credit card, thankfully we caught it before we left,
Business Response
Date: 01/04/2023
January 4, 2023

****** ********

Consumer Affairs Representative

BBB serving Central Florida

1600 S. Grant Street

Longwood, FL 32750

RE: ****** ******

Case # ******** / Reservation # ******** / Westgate Case # *********

Dear Mr. *********

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

Mr. ********, please be advised that we have been in contact with the management team at Westgate Lakes Resort & Spa, and we will be contacting the consumer directly regarding a resolution. If she has any further concerns, she is welcome to contact us at the email address below.

Respectfully,

Amy P****, Executive Team

Owner Relations Correspondence

Westgate Resorts

[email protected]

Ap/am
Initial Complaint
Date:12/15/2022
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 attended a presentation for a **** **** timeshare and were convinced that our timeshare would be pet friendly. This was a huge plus for us because we love traveling with our dogs. This first time we went, we were immediately told it was not. We were greatly disappointed in that, and the fact that the facilities were poorly maintained and the service was bad. As soon as we left, we knew we had to find a way to get rid of our timeshare. We've tried different ways to sell our timeshare, and put even more money into that effort, only to be scammed by one company and finding no success with the other. We cannot continue paying for a timeshare that we simply cannot use and was sold to us based on false information. We reached out to **** **** and only got one response from Owner Services. The response we received was a very general response about selling our timeshare instead of what they can do to take it back. It's like no one even acknowledged our efforts to try and sell already.
Business Response
Date: 02/01/2023
February 1, 2023

****** ********
Consumer Affairs
Representative
BBB serving Central
Florida
1600 S. Grant Street
Longwood, FL 32750

RE: ***** ********
Complaint ID # ******** / Account # ********** / Westgate Case # *********

Dear Mr. *********

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

First and foremost, we were sorry to read that
the consumer may not be satisfied with the customer service he has received
thus far. We always hope to assist our owners to the best of our abilities, and
we are sorry if he feels as if we have not met that standard for him. We would
like to advise you that we have attempted to work toward an amicable resolution
with the consumer, and he declined it.

As the consumer has previously been advised,
cancellation is not an option. In addition, per his Acknowledgment of
Representations document, Westgate does not have a buyback program. If he
wishes to rent or resell his timeshare, he is well within his rights to do so,
but it must be done at his own discretion.

Lastly, we were sorry to read of any issues the
consumer may have experienced during his stay at Westgate **** **** Resort. If he experiences any issues during a future stay, we encourage him to alert the Front Desk staff immediately.
Their function is to intercept any potential problems and work toward providing
a solution in a timely manner.

Mr. ********* as advised above, our position
stands that Mr. *********s contract is valid, enforceable, and not subject to
cancellation, and he remains financially and contractually obligated to his
purchase regardless of usage. If he requires further assistance, he is welcome
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
[email protected]

Ap/am
Customer Answer
Date: 02/07/2023

Complaint: ********

I am rejecting this response because:
I cannot continue to accept these responses from Westgate. I find it incredibly hard to believe that they can't find some way to work with me to return my timeshare. I'm sure this situation has come up before. As far as I'm aware, there has been no amicable solution presented to me.

Sincerely,

***** ********
Business 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 # ******** / Account # ********** / Case * *********

Dear Mr. *********

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

Mr. ********* we were sorry to read that the
consumer may not be satisfied with our previous response. We ask him to
understand that, while he is entitled to his opinion, we have addressed his
concerns fully, and our position remains that his contract is valid,
enforceable, and not subject to cancellation.

If Mr. ******** requires any further assistance,
we again encourage him 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
[email protected]

Ap/am
Initial Complaint
Date:12/14/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've tried to contact Westgate about their legacy program on their website for 6-8 months but they hadn't responded until last month! I had to call to get them to respond. Then they tell me to contact ARDA to sell it through them. This is ridiculous! I need help dealing with these people!
Business Response
Date: 12/27/2022
December 27, 2022

****** ********

Consumer Affairs Representative

BBB serving Central Florida

1600 S. Grant Street

Longwood, FL 32750

RE: ******* *********

Case # ******** / Account # ********** / Westgate Case # *********

Dear Mr. ********,

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

First, we are sorry for any inconvenience the consumer may have experienced due to any delay in our previous response. We ask him to understand that, at this time, his account does not qualify for acceptance into our Legacy Program, and the Developer is not required to disclose why an account may or may not qualify. As such, our position stands that his contract is valid and enforceable.

In addition, while he is able to rent or resell at his own discretion, neither Westgate nor the American Resort Development Association's Resort Owner's Coalition (ARDA - ROC) assists with this. He was simply referred there for further information on reselling on his own.

If Mr. ********* requires further assistance, he is welcome to contact our Owner Relations Team at 1-800-925-9999 / option 4 for personalized help with all account matters. He may also contact us at the email address below if any additional concerns arise.

Respectfully,

Amy P****, Executive Team

Owner Relations Correspondence

Westgate Resorts

[email protected]

Ap/am
Initial Complaint
Date:12/13/2022
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've contacted Westgate many times about their deed back option listed on their website and mentioned by representatives. Each time they tell me everything about it and give a price then suddenly tell me the developer declined. It's getting ridiculous, why even pretend to have an offer if it's unobtainable? I spoke with a woman named Rebecca, she told me to catch up on the maintenance and then pay an additional $2500 for Westgate to take back the timeshare. That is exorbitant, paying anything so they can have it back when they are going to turn around and resell it? That is insane.
Business 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 # ******** / Account # ********** / Case # *********

Dear
Mr. *********

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

We
ask Mr* ******* to understand that there are many variables and factors that
determine whether or not Westgate would agree to accept inventory back, ncludinginventory demand, account status, and
affiliations with third party companies, among others. As he has previously
been advised, we are not able to offer him any release options at this time. We
further ask him to understand that, as the Legacy Program is not a part
of the contractual obligations between Westgate and its owners, we are not
required to advise an owner why their request has been denied.

As
the owner of deeded timeshare real estate, Mr* ******* is well within his right to rent, resell, or
transfer his timeshare interest if he so desires. While this is not an endeavor
Westgate assists with, a
comprehensive timeshare resale resource is available at the American Resort
Development Association’s Resort Owner’s Coalition (ARDA – ROC)
website* ******************************** or by calling 1-202-371-6700.

Mr.
********* our position stands that Mr. ********s contract is valid,
enforceable, and not subject to cancellation. If he requires further
assistance, we encourage him 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
[email protected]

Ap/bp
Initial Complaint
Date:12/11/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am an owner and when we came to this room it smelled of mildew and I complained almost everyday, the shower door is dangerous and the main bedroom has no privacy. Deceptive practice against an owner.i had NEVER been in this room before! Air Conditioner did not work, just say the room was not equipped. I complained to the concierge but since I did not receive any calls so I filed this complaint. No pools for my grands did not receive any perks. Also was over charged for I had my usual week and was charged 2 grand!! Worst vacation for my family!! How can westgate get away with treating people like this!!I have no words
Business Response
Date: 12/22/2022
December 22, 2022

*****************************
Consumer Affairs Representative
BBB serving Central Florida
1600 *****************************
********, ** 32750

RE: Herald Chase
Case # ******** / Account # *********** / ********************** Case # CS0057132

Dear ********************,

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

First and foremost, we are sorry if the consumer feels as if he did not receive the quality customer service ********************** prides itself on providing its owners with. We always hope to assist our owners to the best of our abilities, and we regret if he feels as if we have not met that standard for him.

We ask him to understand that he chose to upgrade from his contracted 1-Bedroom Villa usage to a 3-Bedroom Lock-off Villa for this reservation. He paid both the applicable $169 reinstatement fee and a $1,906.80 unit upgrade fee. If he was not happy with the fees required for this reservation, he could have chosen to refrain from booking.

We additionally ask the consumer to understand that we have no record of any issues with his unit beyond complaints to the front desk that his booked unit was not big enough. If he ever experiences any issues during a future stay, we encourage him to alert the Front Desk staff immediately. Their function is to intercept any potential problems and work toward providing a solution in a timely manner.

********************, we thank ************** for his feedback. It is through detailed letters such as this that we are able to identify areas that require our immediate attention, and we are grateful for the opportunity to improve. If he has any additional concerns, he is welcome to contact our Owner Relations Team at ************** / option 4 for personalized assistance with all ***************.

Respectfully,

*****************, Executive Team
Owner Relations Correspondence
Westgate Resorts
**********************************************

Ap/am
Customer Answer
Date: 01/01/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
Westgate are liars!! I guess the maintenance man ON 2 OCCASIONS 2 different guys, came to my unit on their own since they have no documentation of it!
Business Response
Date: 01/13/2023
January 13, 2023

*****************************
Consumer Affairs Representative
BBB serving Central Florida
1600 *****************************
********, ** 32750

RE: Herald Chase
Case # ******** / Account # *********** / ********************** Case # CS0067424

Dear ********************,

Westgate Resorts is in receipt of your additional correspondence regarding Mr. ****** 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 Westgates response.

Respectfully,

**********, Executive Team
Owner Relations Correspondence
Westgate Resorts
**********************************************

Ap/am
Initial Complaint
Date:12/06/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We were assigned a representative, *******, for some time now. She has assisted us in reaching a fair resolution to our request to cancel our membership. We received the initial offer on November 24, 2021. Please find the letter provided to us attached. It does state in the third paragraph that there is a $2,950.00 processing fee that we could not afford. Westgate agreed to allow us to pay a reduced fee of $750.00 and they would send **** documents to notarize. When we called back to make this payment, all of a sudden our account didn't have this option available. We have not been able to settle our account. Because Westgate is unwilling to process the promised settlement we were told the account will go through a foreclosure which will damage our credit. They are aware of our hardship. We are beyond frustrated and honestly feel trapped. We are still interested in canceling our membership and agree to paying the previously negotiated amount ($750) to complete the **** documents as offered. During the most recent call we were questioned, even after providing all of our personal information. We have not hired an attorney. It's just us! What do we need to do to further expedite this already exaggerated process? This has been such a stressful situation and we only want this to be over with as soon as possible. It feels like Westgate is choosing to punish us, but we are not sure why. We are demanding that they end our relationship via the **** as previously agreed upon. This entire matter is urgent to us but clearly Westgate does not feel the same. We are tired of reaching out to them and receiving the run around. On the rare occasion that they do respond, all we get are excuses. We are asking that someone with the authority to honor agreements provide feedback on our account as we have been denied access to Westgate's supervisors/account managers by our current representative.We do not know what else to do!****** and ******************************* Account #: ***********
Business Response
Date: 12/27/2022
December 27, 2022

*****************************
Consumer Affairs Representative
BBB serving Central Florida
1600 *****************************
********, ** 32750

RE: ****** and *******************************
Case # ******** / Account # *********** / ********************** Case # CS0061889

Dear ********************,

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

********************, we ask the consumers to understand that they were only offered the reduced fee for a Warranty Deed in Lieu of Foreclosure (WDIL) if they paid the fee that day. After our team member inquired about the phone number associated with their account, ********************* hung up and did not call back until ten months later. As such, no wrongdoing was found on our end. Our position remains that the consumers' contract is valid and enforceable, and their request for a reduced WDIL fee is respectfully denied.

If Mr. and ********************* require further assistance, we urge them to contact our Contract Mediation Team at **************. While they do not provide contract cancellation services, they are committed to helping.

Respectfully,

*****************, Executive Team
Owner Relations Correspondence
Westgate Resorts
**********************************************

Ap/am
Initial Complaint
Date:12/06/2022
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.
Westgate resorts does not provide any service what so ever, they actually provide a disservice in my opinion. I don't want it and have been trying to get rid of it but Westgate won't respond to me at all. I have sent email after email and gotten nothing back. That is not how you work with someone. When you call no one in their customer service know's what they are doing and seem like they are intentionally trying to confuse me! It's very expensive and trying to book is a nightmare. When trying to get dates if you don't book a whole year in advance you don't get to use it. I need all of this to come to an end so I can move on with my life. Please assist in anyway possible.
Business Response
Date: 01/13/2023
January 13, 2023

****** ********
Consumer Affairs
Representative
BBB serving Central
Florida
1600 S. Grant Street
Longwood, FL 32750

RE: ******* *****
Case # ******** * ******* * *********** * ******** **** * *********

Dear Mr. ********,

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

First and foremost, we were sorry to read that
the consumer feels as if we have not responded to her concerns. Be advised that
a response was sent to the email address on file on February 2, 2022. While we
are unsure as to why she claims she has not received it, we are sending an
additional copy to the address we have on file as a courtesy. If her contact
information has changed, we encourage her to update it in her Online Account
Management (OAM) profile at **********************. She may
also contact our Owner Relations Team at ************** / option 4 for assistance in updating it.

We would additionally like to advise the
consumer that the only other correspondence we have received from her is an
email dated October 15, 2022. She was sent an email acknowledging that we
received this correspondence on October 20, 2022; however, due to her opening a
case with the Better Business Bureau, we closed the case without responding. We
apologize for the delay in responding to that email. Due to the fact that we are
operating with a reduced staff, there will be a delay in getting our responses
out; however, we always attempt to assist our owners and guests to the best of
our abilities.

Mr. ********, we ask Ms. ***** to understand
that our position remains as previously communicated, and her contract remains
valid, enforceable, and not subject to cancellation. If she requires further
assistance, we encourage her to contact our Account Services Team at **************.
While they do not provide contract cancellation services, they are committed to
helping her.

Respectfully,

Amy P., Executive Team
Owner Relations Correspondence
Westgate
Resorts
[email protected]

Ap/bp
Customer Answer
Date: 01/24/2023

Complaint: ********

I am rejecting this response because:

I STILL haven't received this letter I didn't get nearly a year ago. Amy from Westgate said it had been resent in her response, but I don't have it. Also, the part about the October email delay makes no sense, was it not responded to because of staffing issues? Or because I opened a complaint? If the contract can't be canceled, what are the other options? Can I sell it back to Westgate, or just give it back? It feels as if Westgate, once again, did not address the issues I have had. The people I speak with on the phone have been very unhelpful and try to confuse me. If I can get someone's specific contact information and a promise that they will help me be done with this, I would gladly call.

Sincerely,

******* *****
Business Response
Date: 01/31/2023
January 31, 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, as we advised in our
previous response, we encourage the consumer to update her contact information
in order to receive our correspondence as prompt as possible. She may either
update it in her Online Account Management (OAM) profile at ********************** or contact our Owner Relations Team at 1-800-925-9999 / option 4 for assistance in updating it.

As for her concerns regarding her previous
email, allow us to clarify that the initial delay in addressing that email was
due to reduced staff, but we ultimately did not respond to it due to the
consumer opening an escalated complaint with the Better Business Bureau.

Lastly, we ask the consumer to understand that
Westgate does not have a resale or buyback program to assist her. However, as
the owner of timeshare real estate, she is well within her rights to rent,
sell, or transfer her timeshare interest if she so desires. While Westgate does
not assist with this endeavor, a comprehensive timeshare resale resource is available at
the American Resort Development Association’s Resort Owner’s Coalition (ARDA
– ROC) website: ******************************** or by calling 1-202-371-6700.

Mr. ********, our position remains that Ms.
******s contract is valid and enforceable. If she requires further assistance,
we again encourage her to contact our Account Services Team at 1-888-999-0101.

Respectfully,

Amy P., Executive Team
Owner Relations Correspondence
Westgate
Resorts
[email protected]

Ap/bp
Initial Complaint
Date:12/06/2022
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.
Better Business Bureau,

Please assist in any way possible to get me out of my contract with Westgate. I hope my complaint is read by someone considering dealing with Westgate so that they may be wared to stay far, far, away. My husband, ****** ****, has passed away some time ago and I should not have be alone on a contract that was meant for two. Owning a timeshare is not something I can afford or want. I know I will not use the timeshare because going without Howard is not something I would or could do. Previously when we told Westgate our problems they refused to let us out. Now that the circumstances are different I am hopeful they will reconsider. One of the many issues that I have with this company is how long it takes to get a response. They have time to send me a bill but don't have time to respond to me begging for help? Westgate will not respond for extraordinary lengths of time then try and then try and say they have been "trying" to get in touch with me. Only after multiple attempts. Westgate contradicts everything it says and does with its next action. In the presentation we attended when we originally purchased they told us they could buy it back and it was a great investment. Even the units they showed us pictures of ended up being nothing like where we stayed. We were lied to from day one and now I have to face the consequences. That is not fair. There is a constant stream of excuses from Westgate and I believe that is the reason that I have not been contacted or cancelled.

Sincerely,

****** ****
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 Mrs. ****’s complaint.
We thank you for the opportunity to respond.

First
and foremost, allow us to express our condolences for the passing of Mrs* ****’s husband. We truly regret to read about the financial hardships she may
be experiencing at this time. Additionally, allow us to apologize for our delay
in response time and for
any inconvenience she may have experienced regarding communication with our
team. Please be advised that we are resending our previous response dated March
16, 2021, to the consumer, as we have addressed her claims regarding buyback,
investment, and her unit concerns.

In
regard to her concerns about not being granted release, we would like to advise
the owner that once the state-mandated rescission period has passed, Westgate
is not required to provide release at an owner’s request. We have reviewed her
account and concluded that it is not subject to cancellation.

Mr.
********* Westgate’s position is that the contract is valid and enforceable. We
would like to advise the consumer that she remains financially and
contractually responsible for the purchase, regardless of use. We encourage
Mrs. **** to contact our Account Services Department at 1-888-999-0101 for
further assistance with her account.

Respectfully,

Michaynalda
L., Executive Team
Owner
Relations Correspondence
Westgate
Resorts
[email protected]

Ml/am
Customer Answer
Date: 03/29/2023

Complaint: ********

I am rejecting this response because:
This is what I’m talking about. I don’t need their condolences, what I need is their help. The response they sent me was from over two years ago. Ask them how many times I’ve tried to reach them since? 5 times. I had to contact you business just to get them to respond and this is the response they gave me??
They said that they addressed my concerns of a deedback, investment, and unit concerns, but all they did was argue that it didn’t happen. They explained that it’s not part of the process and that they found no fault. They basically told me that I made it all up without any proof. They didn’t address anything. They never explained why I was told that their company would buy my timeshare back if we didn’t want it, or why we were told that this would be an investment when it isn’t. They never explained why we were paying thousands of dollars in maintenance fees when nothing about the units we stayed in were being maintained. I signed this contract with my husband. Aside from all the lies they convinced us were truths, my husband and I signed this contract with the hopes of being able to travel the world at anytime, TOGETHER. I asked them to help me out of this contract and explained that to them and do you know what they sent me? Paperwork, not to cancel the contract, but to remove his name from the contract and STILL keep me as the owner. These people are heartless, ignorant liars. Not all of them of course but the people we have spoken to, that all I get from them. So much has changed since WE signed this contract and if Westgate expects me to keep this timeshare until I pass myself, then they are the monsters that everyone paints them to be. I reached out because I wanted help, not to make a payment but because I wanted my account with them to close. This is the best they can do?

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 # ******** - Account #
*********** * **** * *********

Dear
Mr. *********

Westgate
Resorts is in receipt of your correspondence regarding Ms. ****’s complaint. We
apologize for any delay in our response and for any inconvenience this may have
caused for the owner. We ask for her to please understand that a thorough
review of her account was completed on multiple levels to ensure that the
conclusion reached is as accurate as possible. We thank you for the opportunity
to respond.

First
and foremost, we would like to offer our continued condolences regarding the
loss of the owner’s husband and assure her that we are here to offer assistance
during this difficult time. We regret to once again read that Ms. **** no
longer wishes to be an owner with Westgate. Although she may disagree with our
responses, we ask her to please understand that our records indicate that we
have thoroughly addressed her concerns multiple times. We have previously
responded to the owner’s claims on the following dates: March 16, 2021, January
12, 2022, March 1, 2022, April 21, 2022, and July 18, 2022.

In
regard to the owner’s concern regarding any investment potential of her
timeshare, we ask for her to please refer to the Public Offering Statement which discloses that “the purchase of a time share period should be based upon
its value as a vacation experience or for spending leisure time, and not
considered for purposes of acquiring an appreciating investment or with an
expectation that the time share period may be resold.”

As
for the maintenance assessments (HOA dues), while we regret if the owner feels
as though it is not being put towards maintaining the units; however, it is
important for her to understand that the dues represent the only source of
revenue available to pay the cost of maintaining her home resort. The Owners’
Association is responsible for calculating the resort’s annual Budget and
dividing it equitably among all the owners so that each one pays their fair
share of the costs needed to preserve the integrity of the resort’s services
while keeping the costs as low as possible. We ask for her to please understand
that if the cost of goods and services required to maintain her home resort
increases, this increase to the Budget is divided amongst all the resort owners
so that each pays their fair share of the increase. Westgate encourages all
owners to attend the annual Owners’ Association Meeting to stay informed
regarding the use of the budgeted funds and the Association’s plans for the
upcoming year. Owners also have the opportunity to ask questions and share any
suggestions they may have to improve their vacation experience.

In
regard to the owner’s concern about keeping the timeshare for life, it is
important to understand that the timeshare she purchased is deeded real estate,
which carries perpetual financial and contractual obligations. Unless there is
a change in title, she will be responsible for the property indefinitely;
however, she is well within her rights to resell the property at her own
discretion if she wishes to do so, as Westgate does not assist with this
process. As for her claim that she was told that Westgate would buy her
timeshare back, it is unsubstantiated, and not supported by the recorded
closing.

We
also regret if the owner feels as though the paperwork that she stated that she
received in her correspondence was not helpful and ask that she please
understands that while we certainly appreciate her concerns, release from the
contract is not granted upon the owner’s request. We ask Ms. **** to please
understand that the contract documents that she signed and initialed on the day
of purchase are considered expressions of our mutual understanding of the
financial and contractual responsibilities associated with the purchase. As
such, the executed contract documents will always supersede any verbal
statement which can not be validated. We ask the owner to please understand
that she is presenting claims that contradict our records; therefore, the
burden of proof lies with her. In the absence of documentation to support her
claims, the written contract documents must be given precedence; therefore,
Westgate’s position remains that her contract is valid, enforceable, and will
not be cancelled.

While
we understand that the owner may be frustrated that her contract can not be
cancelled, we ask for her to please understand that we remain here to help her.
We encourage Ms. **** to contact our Account Services Team 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 her account current with her financial difficulties in mind. Thank
you for the opportunity to be of service.

Respectfully,

Connor M., Executive Team
Owner
Relations Correspondence
Westgate
Resorts
[email protected]

Cm/am

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