Complaints

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

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• 

  Central Florida Investments, Inc.

  2801 Old Winter Garden Road Ocoee, FL 34761-2965

• 

  Central Florida Investments, Inc.

  12000 Cypress Run Dr Orlando, FL 32836

• 

  Central Florida Investments, Inc.

  131 SW Webbs Gln Lake City, FL 32024

• 

  Westgate Myrtle Beach, LLC

  415 S. Ocean Blvd. Myrtle Beach, SC 29577

• 

  Westgate Myrtle Beach, LLC

  415 S Ocean Blvd Myrtle Beach, SC 29577

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

• Initial Complaint

  Date:12/02/2022

  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 call and are never able to get through to anyone. They tell us someone will call and follow up or that ***** will call us back and she never seems to. I had a shoulder surgery recently and have also been experiencing memory loss for quite some time. ***** is suffering with issues with his heart and with his bladder cancer, his treatments and surgery will not allow us mobility to travel. In August, the doctor found more spots in his bladder. My brother, ****, suffers with neuropathy and because of the nerve damage and ulcers, he can hardly walk. We want to be able to focus on getting better in peace but are scared of what this contract will do to our credit. Can we just give this back? We tried filling out the hardship application but the letter says we were declined. We would be happy to try again just incase something was filled in wrong. Al is 79 and I'm 78. We can not pay $23,000, we won't have anything to live the rest of our lives off of. You tell us to sell it, we're not salesman. Can't you sell it to somebody else, we just want out. Please help us. Thank you.***** and ***********************

  Business Response

  Date: 12/28/2022

  December 28, 2022
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 *****************************
  ********, ** 32750
  
  RE: *************************
  Case # ******** / ******* # *********** / ********************** Case # CS0059239
  
  Dear ********************,
  
  Westgate Resorts is in receipt of your correspondence regarding ************************ complaint. We thank you for the opportunity to respond.
  
  First, we are again sorry to hear of the hardships the consumer may be experiencing. He is a valued member of the Westgate community, and we always hope to assist our owners to the best of our abilities.
  
  In addition, we are sorry if he feels as if he as not received the quality customer service ********************** prides itself on providing its owners. We ask him to understand that he was advised multiple times he would have to call *************************** on his own. He may reach her by calling our ******* Services Team at ************** and asking to speak with her directly.
  
  In the meantime, ************************ contract remains valid and enforceable. For further assistance, we urge him 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/bp

  Customer Answer

  Date: 01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We asked before about buying back and were told to wait till the water park was built. Next time we called and ask, we were told they don't buy back. Different person says different things. Seems like we're getting old faster than we thought we would we were in good health now all of a sudden we're going down hill fast. When we call we ask to speak to ***** and we are always told she is on lunch and will call us back. We have called more than five times back in August to October. No one ever seems to help us. All they tell us about are options that will hurt our credit. Big mistake all three of us are so sorry we got involved in timeshare.we pray you can help us. Thank you.
  
  ***** and ***********************
  

  Business Response

  Date: 01/23/2023

  January 23, 2023
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 *****************************
  ********, ** 32750
  
  RE: *************************
         Case # ******** (********) / Account # *********** / ********************** Case # CS0075361
  
  Dear ********************,
  
  Westgate Resorts is in receipt of your additional correspondence regarding Mr.********* ************ thank you for the opportunity to respond.
  
  We were sorry to read that the consumer feels as if Westgate has 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 he was previously advised, he was told he would have to call *************************** back on his own and was even advised of a time that he could call her back. It would have been up to him to follow through on this to ensure his concerns were addressed.
  
  As for his allegations regarding what he was told about buy back, these are verbal allegations we cannot validate. Allow us to again remind the consumer that he was advised on the day of sale that Westgate does not have a rental or resale program in place to assist its owners.
  
  *******************, our position remains that Mr. ********* contract is valid,enforceable, and not subject to cancellation. If he requires further assistance, we again urge him to contact our Contract Mediation Team at **************.
  
  Respectfully,
  
  **********, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  **********************************************
  
  Ap/bp

• Initial Complaint

  Date:11/26/2022

  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 feel trapped with this timeshare property. The Westgate ownership was supposedly taken over by ******, but they refuse to help. So, we have been reaching out to both Westgate and ****** and neither will except responsibility or offer any help.
  
  We were misled by the tour of a luxurious room before seating us. They talked about exclusivity with being a club member. Explained the exchange program and how you could go anywhere in the world for a small exchange fee. They made us feel important by giving us small tokens, ringing bells, and even a limo ride after we signed. Said things would not take long but we were there for several hours. The main issue has been the financial strain it has had on us and we have never been able to use the timeshare in any way. I've reached out to exchange it over the phone and it became very clear they did not want to help. They transferred me all over the place due to the particular resort we own. Due to the financial impact, it has had on my family I need to be released from this. Please help!

  Business Response

  Date: 03/15/2023

  March 15, 2023
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: ******** ****
         Complaint ID # ******** / Account # ********** / Case # *********
  
  Dear Mr. *********
  
  Westgate Resorts is in receipt of your correspondence
  regarding Ms. ****’s complaint. We thank you for the opportunity to respond.
  
  Mr. ********* upon careful review of
  Ms. ****’s account, our records indicate that as of March 2, 2023, the owners
  have sold their account and are no longer the owners of record.
  
  Thank you for the opportunity to be of service.
  
  Respectfully,
  
  Chera M., Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  [email protected]
  
  Ckm/am

• Initial Complaint

  Date:11/21/2022

  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 originally purchased our timeshare in September 2019, and upgraded in January 2020, however because of the pandemic and loss of jobs, we were unable to use it. We have since been told from Westgate Resorts they canceled our upgrade and reinstated our original contract. We have contacted them by phone, email and mail to tell them that we will not be moving forward and asked them to cancel the original as well, and they have denied us. We have provided everything they need to push forward with this and have not done so. This is infuriating to say the least. They are fully aware of our circumstances and have ignored us. This is childish and uncalled for. We demand they cancel our contract today.
  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 9, 2022/12/01) */
  December 1, 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 Mrs.*********'s complaint. We thank you for the opportunity to respond.
  
  Mr. ********, we ask you to understand that we have fully responded to the consumer's concerns prior, and our position has not changed. She was advised in our response dated March 4, 2022, that per her executed Equity Transfer & Trade Agreement, she remains responsible for her original contract following her default on her upgraded contract. We understand that she does not agree with this fact, but it does not negate our position, which remains that her original contract is valid and enforceable.
  
  If Mrs.********* requires further assistance, we encourage her to contact our Contract Mediation Team at 1-800-375-8122. 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/am
  
  
  Consumer Response /* (3000, 11, 2022/12/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  When we submitted our original complaints to them, we did not specify that we only wanted to cancel our upgrade, but that we were unsatisfied with the entire experience from the get go. They should not hold us responsible for their mishandlings, and expect us to remain loyal customers with a product/service that is not accurate. We were fed lie after lie to purchase this and we will not give up in getting this canceled .
  
  
  Business Response /* (4000, 13, 2022/12/09) */
  December 9, 2022
  
  
  ***************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: Claudia*********
  Case # ******** / Account #************ / Westgate Case #**********
  
  Dear Mr. ********,
  
  Westgate Resorts is in receipt of your additional correspondence regarding Ms.*********'s complaint. We thank you for the opportunity to respond.
  
  Mr. ********, we were disheartened to read that the consumer may not be satisfied with our previous response. We always hope to assist our owners to the best of our abilities, and we are sorry if she feels as if we have not met that standard for her. We ask her to understand that we absolutely hold our employees responsible for the things they say and do when owners provide documentation for us to confirm their allegations are valid.
  
  Due to the fact that she has not provided such documentation, our position remains that she received full and fair disclosure of her purchase terms on the day of sale. Please advise the consumer that Westgate is quite amenable to provide her with assistance with regard to her account in her time of hardship. However, that does not change the fact that her contract remains valid and enforceable.
  
  If Ms.********* requires further assistance, we again encourage her to contact our Contract Mediation Department at 1-800-375-8122.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  [email protected]
  
  Ap/bp
  
  
  Consumer Response /* (4200, 15, 2022/12/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We don't accept this response, but we will contact them per their instructions. We ask them to please work with us to close this account. We have not been satisfied since day one because we were sold this property because of false information given to us at the time of purchase. We know that they have the capability of canceling because they canceled the upgrade. There is no reason to continue holding us hostage further.

• Initial Complaint

  Date:11/16/2022

  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 are currently a timeshare owner with Westgate Resorts. We have been part of this company since August 12, 2016 and we have never used it or any of the services related to it. We have been continuously incurring high amounts of credit card debt due to this purchase. The day that we signed for this, we were required to attend this presentation. It lasted at least 8 hours. We were told many promises like how we would be able to sell the property in the future for a profit. We were told it was very valuable and that the value would continue to grow with the time and also that if we wanted out of it, the resort itself would buy it back. The services definitely did not match what was promised. We were blatantly lied to. During the signing of the documents, we were rushed and pressured. We were on vacation and leaving the next morning and they kept lowering the price until we finally signed for the agreement. We did not fully understand the terms we signed for but there were so many people involved in the transaction that we felt that we could trust them and trust all of the information they had provided. Unfortunately, everything turned out to be lies and we want some type of resolution about this. We have been constantly contacting Westgate about our account and we have received zero results. All we want is for our contract to be terminated and we are denied every single time.

  Business Response

  Date: 02/20/2023

  February 20, 2023
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: ***** ******
         Complaint ID # 18761786 / Account # 98554519110 / Case # *********
  
  Dear
  Mr. *********
  
  Westgate
  Resorts is in receipt of your correspondence regarding Mrs.
  ******’s complaint. We thank you for
  the opportunity to respond.
  
  Mr.
  ********* we would like to advise Mrs* ****** that we previously addressed her
  concerns in our response to the Florida Attorney General’s Office dated July
  30, 2019. We have forwarded a copy of this response to the email address we
  have on file as a courtesy.
  
  As
  the consumer has not provided any documentation to substantiate her concerns,
  our position remains that her contract is valid, enforceable, and not subject
  to cancellation. If she requires further assistance, we urge her to contact our Contract Mediation Team at 1-800-375-8122. While they do not
  provide contract cancellation services, they are committed to helping.
  
  Respectfully,
  
  Amy
  P., Executive Team
  Owner
  Relations Correspondence
  Westgate Resorts
  [email protected]
  
  Ap/am

• Initial Complaint

  Date:11/16/2022

  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.

  Everyone I've dealt with at Westgate is extremely unprofessional and rude! Since owning this timeshare it has been a nightmare. Nothing is as they tell you and when we brought it up to them over the phone we get treated like we're lying. We spoke with someone named Muhammad, he was very rude! He told us that the sales manager, Johnny M********, was never a part of Westgate. We have proof on our contract documents that he is in fact a representative of Westgate. They are nothing more than liars and crooks! We need someone to help us get rid of this nightmare right away.

  Business Response

  Date: 03/06/2023

  March 6, 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
  apologize if Mr. *********** felt our previous response implied that they were
  not being truthful. However, we must rely on their signatures on the documents
  that contradict their allegations. Additionally, we would like Mr. ***********
  to know that Westgate team members are properly trained and are held to the
  letter of that training when situations arise wherein an owner has provided
  documentation that shows they have behaved in any way other how they were
  trained.
  
  As for Mr* ************s allegation of being
  told that the sales manager was never a part of Westgate, please understand that his claims concerning verbal statements are
  unsubstantiated.
  
  As we remain at the
  service of our owners, we encourage Mr. *********** to contact our Contract
  Mediation Team directly at 1-800-375-8122 for personalized help with
  all account matters.
  
  Respectfully,
  
  Chera M., Executive
  Team
  Owner Relations
  Correspondence
  Westgate Resorts
  *********************************
  
  Ckm/bp

  Customer Answer

  Date: 03/07/2023

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

  Once again I'm being called a liar! I spoke to Muhammad in late Sept last year and I'm sure the conversation was recorded, if it really didn't happy Westgate should be able to provide that recording to prove it. I'm tired of these games, I want out of this contract!

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

  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 # ******** / 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. ********* once
  again, we regret if Mr. *********** felt our previous response implied that they
  were not being truthful as our responses are strictly based on the executed
  contract documents, and would like to assure the consumer, that Westgate
  absolutely holds its employees responsible for the things they do and say. However,
  in the absence of documentation to confirm that the allegations are valid, the
  written contract will always supersede any verbal statement. As such, Westgate
  stands by its position that this contract is valid and enforceable.
  
  We encourage Mr. ***********
  to contact our Contract Mediation Team directly for assistance and any
  personalized help with his ownership directly at 1-800-375-8122. Thank
  you for the opportunity to be of service.
  
  Respectfully,
  
  Chera M., Executive
  Team
  Owner Relations
  Correspondence
  Westgate Resorts
  *********************************
  
  Ckm/am

• Initial Complaint

  Date:11/14/2022

  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.

  We are not happy with the ownership Westgate stuck us in. They manipulated the wording of the timeshare benefits and now will not do anything for the inconvenience and manipulation caused on their end. It is extremely frustrating. When we bring it up they say the same thing over and over. Your contract is valid and will not be canceled. They expect us to pay for a lie! We have tried being nice we have tried being brutally honest but the only information that gets through to them is money. They don't take any responsibility for their actions and by the way the reviews look they don't care about their owners. They only care about filling their own pockets. They do NOT care about people. The only people they care for are the ones pictured on dollar bills. I am attaching each and every conversation I have currently held with Westgate that I have deemed unhelpful. Maybe the more eyes I get on how they are treating us, they might be willing to be human and genuinely assist us.

  Business Response

  Date: 12/13/2022

  December 13, 2022
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 *****************************
  ********, ** 32750
  
  RE: *************************
  Case # ******** / Account # *********** / ********************** Case # CS0050455
  
  Dear ********************,
  
  Westgate Resorts is in receipt of your correspondence regarding **************** complaint. We thank you for the opportunity to respond.
  
  First, we were disheartened to read that ************ may not be satisfied with her Westgate ownership. We always hope to assist our owners to the best of our abilities, and are sorry if she feels as if we have not met that standard for her. We ask her to understand that, while she is entitled to her opinion, the fact remains that she was provided full and fair disclosure of her purchase terms on the day of sale. If she did not agree with any of these terms, she was provided a state-mandated recission period wherein she could have requested changes or cancelled altogether if she so desired.
  
  We would additionally like to advise the consumer that Westgate absolutely holds its employees responsible for the things they say and do when owners provide documentation for us to confirm their allegations are valid. As ************ has not provided any documentation to support her claims, our position stands that her contract is valid, enforceable, and not subject to cancellation.
  
  If the consumer requires further assistance, we encourage her to contact our Owner Relations Team for personalized help with all account matters. She may reach them directly by calling ************** / option 4.
  
  Respectfully,
  
  *****************, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  **********************************************
  
  Ap/bp

• Initial Complaint

  Date:11/10/2022

  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.

  To whom it may concern
  
  
  My husband and I had purchased a timeshare through Westgate. We were never advised that there would be eternal maintenance fees that spiraled out of control to almost double over time. We were able to utilize the unit a few times, of course the cockroaches, bed bugs and general filth weren't in the original slideshow. At one point, we were even told a place was handicap accessible when I confirmed by phone, only to get there and find the elevator broken and none of the necessary aides for an amputee.
  My husband has now passed and I contacted the company to get the contract terminated. With just my social security and pension, I cannot afford to continue to pay the maintenance fees. I tried contacting the company to terminate the contract. I was passed around from department to department and was finally told by a Xaiver in Development Services that a $2500 fee, plus the $1000 arrears could be paid for them to consider termination of the contract. This person would not put anything in writing and there was no mention a guarantee would be given if I paid all of this money. I requested a review as I don't have that kind of money and still want the contract terminated. To date, I have only received a generic email stating that it is "under investigation" in June. Nothing since then. I don't want this burden passed along to my child, I just want to end the contract.
  
  
  Thank you
  
  
  ***** ******* ** ************** ** ***** **** ****** ** *****

  Business Response

  Date: 12/08/2022

  December 8, 2022
  
  
  
  
  
  ****** ********
  
  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, please allow us to again express our most sincere condolences for the passing of her husband. In addition, we were sorry to read of the financial hardships she may be experiencing. She is a valued member of the Westgate family, and we want to assure her that we remain here to help.
  
  
  
  Be advised that we have addressed the consumer's concerns about her maintenance dues and taxes ***** prior in our response dated July 8, 2022. We have included the contents of this response below for your review.
  
  
  
  In regard to her allegation that she was told she needed to pay $3500 for Westgate to consider cancelling her account, we would like to clarify for her that, in order to apply for a Voluntary Deed Back (VDB), she must bring her account up to date. Once this has been done, she can request consideration for a VDB. This is a request that can be approved or denied based on numerous factors that are wholly at Westgate's discretion, and there is no guarantee that her request would be accepted.
  
  
  
  As for her concern about the willing of her timeshare, we encourage her to consult with a professional legal advisor regarding this, as each owner's situation is different.
  
  
  
  Lastly, in regard to the consumer's concerns about her resort stay, we ask her to understand that we could not find a reservation booked under her account after 2009. If she has additional information regarding her claims, we encourage her to provide it to the email address below.
  
  
  
  Mr. ********, our review has concluded that Ms. ********s contract is valid, enforceable, and not subject to cancellation. If she requires further assistance, we encourage her to contact our Account Services Team at 1-888-999-0101. While they do not provide contract cancellation services, they are committed to helping her.
  
  
  
  Respectfully,
  
  
  
  Amy *****, Executive Team
  
  Owner Relations Correspondence
  
  Westgate Resorts
  
  *********************************
  
  
  
  Ap/am
  
  
  
  
  
  
  
  
  
  July 8, 2022
  
  
  
  
  
  ****** *****************
  
  
  
  RE: ******** *********
  
  Account #********** * ***** ********
  
  
  
  Dear Mrs. *********,
  
  
  
  Thank you for your patience while we reviewed your correspondence. You may find our response below.
  
  
  
  First and foremost, on behalf of the entire Westgate family to yours, please allow us to express our most sincere condolences for the passing of your husband. We understand that these types of losses can create uncertainty in our lives and create anxiety about the future. We want to assure you that we remain here to help you and your family.
  
  
  
  Although we certainly appreciate your concerns with any increase in your Maintenance dues and Taxes *****, it is important to understand that the Maintenance dues represent the only source of revenue available to pay the cost of maintaining your 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 a fair share of the costs needed to preserve the integrity of the resort's services while keeping the costs as low as possible. If the cost of goods and services to maintain your resort increases, this increase to the Budget is divided amongst all the Resort Owners so that each pays his fair share of the increase. It is also important to know that all of the Maintenance dues paid go directly to the Owners' Association and that the Developer pays his share of the *** on all unsold timeshare Weeks at your resort, so he has a vested interest in keeping costs as low as possible. Additionally, you are obligated to pay assessments for as long as you own the timeshare interest.
  
  
  
  Upon review of your purchase, it is Westgate's position that your contract is valid and enforceable. Our hope is that you can enjoy your Westgate vacation experiences soon; however, as a company, we do understand that life circumstances change, and we are sorry to read about any financial challenges that you may be experiencing. Therefore, should you need assistance concerning your maintenance assessment and taxes, you may contact our Account Services Team at 1-888-999-0101 for options to bring your account current. We sincerely value your relationship with Westgate Resorts, and we thank you for your many years as a member of the Westgate family.
  
  
  
  Respectfully,
  
  
  
  Executive Team
  
  Owner Relations Correspondence
  
  Westgate Resorts
  
  *********************************
   
  
  Kr/sp
  

  Business Response

  Date: 02/20/2023

  February 20, 2023
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: ******** ******* ***********
         Complaint ID * ******** * ******* * ********** * **** * *********
  
  Dear Mr. *********
  
  Westgate Resorts is in receipt of your additional
  correspondence regarding Ms. ********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 our previous response. We always hope to
  assist our owners to the best of our abilities, and we are sorry if she feels
  as if we have not met that standard for you. We ask her to understand that we
  addressed several of the concerns presented in her most recent correspondence
  in our response dated July 8, 2022. The contents of this response were included
  in our previous correspondence to the Better Business Bureau.
  
  In regard to her allegation that she has not
  been able to receive a solution, allow us to advise her that we have referred
  her to departments that are able to provide assistance with her account. While
  she may not be satisfied with the assistance offered, her account is not
  subject to cancellation, as her state-mandated rescission period has passed. We
  are not required to provide release at an owner’s request once their rescission
  period has ended.
  
  As for her allegation regarding her maintenance
  dues and taxes (M&T), while this is verbal, we ask her to understand that
  she was provided full and fair disclosure of her purchase terms on the day of
  sale. There is no legal requirement for this to be done verbally. It would have
  been up to her to review the terms within her rescission period to ensure that
  what she was in agreement with matched the information relayed within the
  documents.
  
  Mr. ********* our position remains as
  previously communicated; as such, Ms. Johnson’s contract remains valid and
  enforceable. If she has any additional concerns, 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
  *********************************
  
  Ap/am

  Customer Answer

  Date: 02/21/2023

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

  These people are liars! First off, the response that they’re referring to I did receive and as a result I had called their account services department as they advised me to and was directed to their developer services department. I called this department instead hoping that they would be more willing to help me and cancel my contract, DESPITE their executive team telling me that they found my contract to be valid, and they were no help either. The “options” they gave me were all options of what I COULD DO to get out of my contract. They said that I could transfer it or I could find a buyer to take over the ownership or I could completely pay off the contract and then they would CONSIDER POSSIBLY taking it back but if they took it back I would then need to pay an additional $2500 for the release. Let’s not forget that I contacted them for help because my husband had passed away and I was alone on the contract but prior to that I had also asked them to cancel my contract because we had given them all this money for a service/timeshare that was never available to us. This was completely contradictory to their initial promise of unlimited vacation when and where we wanted by their sales staff which is why it was a concern. In addition, the increase of our maintenance fees was never verbally discussed with us or pointed out during our presentation along with all the other information they conveniently left out. 
  If I felt as if they had properly addressed my concerns then we wouldn’t be having this conversation now, but they did not. Instead they tried to make me seem crazy as all of this was new information to them. On your website alone, the BBB, there are thousands of people who are complaining about WESTGATE. It genuinely bothers me that there are so many people who feel the way that i do because that means that they’re not doing anything about it. The response they sent in July of 2022 proves that because they did not explain why their sales staff lied to me and left out pertinent information, instead, they explained my ownership and I never asked them to do that. 
  After my phone conversation with them, I got so upset that I reached out to the Federal Trade Commission for help and never heard back from Westgate or that company. That is when I reached out to you guys for help.
  I also want to point out that the departments they “advised me to contact” were contacted and were as of little assistance as they were. The “help” that westgate keeps thinking that they’ve offered to me is not to help me but to help them. Either way they get a new owner, or they get more money, or they get to wipe their hands clean of me while suckering another individual into this ownership whether they be of my choosing or not. I will not put someone in the same position that I am in because these people have truly shown how inconsiderate and heartless they can be. All I want is to be free and as far from this company as i possibly can.
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:11/09/2022

  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 need answers from Westgate. Dear Westgate, We have not given you any source of payment in quite some time. According to our contract on page 2, line numbered 13, we are allowed a purchaser's default. We have not paid you in over a year. A quick ****** search brought us to lawinsider.com's article which states in definition, "purchaser`s default as "a material breach or default by Purchaser in any of its representations, warranties, covenants or obligations under this Agreement, to the extent such breach or default is not caused by a Seller Default and which breach or default is not cured within five (5) Business Days after Purchaser's receipt of written notice of such breach or default from Seller." After going back and forth with you for over a year now we decided to look more into the contract and this little blurb was a nice surprise. As you can see from the above statement, we should've defaulted already within our rights of the contract. It seems to us you are now in breach of contract and that in turn, it has become null and void in our eyes. We would like for you to start this process promptly! We have been fighting with you long enough and we are not going to waste any more time now that we know we have this little tidbit of information.Sincerely,******************************************* ************************************************

  Business Response

  Date: 12/07/2022

  December 7, 2022
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 *****************************
  ********, ** 32750
  
  RE: *******************************************
  Case # ******** / ******* # *********** / ********************** Case # CS0049671
  
  Dear ********************,
  
  Westgate Resorts is in receipt of your correspondence regarding **************************** complaint. We thank you for the opportunity to respond.
  
  ********************, we ask the consumer to understand that his contract does not state that he is allowed a default, but rather that Westgate has the right to declare the account in default and cancel the contract if the owner violates its terms. As he has previously been advised, it is at our discretion how and/or when an account is selected for default or foreclosure, as long as the necessary processes have been adhered to. In the meantime, our position stands that his contract is valid and enforceable.
  
  If ************************ requires further assistance, we encourage him to contact our ******* Services Team at **************. While they do not provide contract cancellation services, they are committed to helping him.
  
  Respectfully,
  
  *****************, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  **********************************************
  
  Ap/bp
  

  Customer Answer

  Date: 12/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We were lied to about the resort and things we could do with it. We want out of the contract asap

  Business Response

  Date: 12/15/2022

  December 15, 2022
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 *****************************
  ********, ** 32750
  
  RE: *******************************************
  Case # ******** / ******* # *********** / ********************** Case # CS0056468
  
  Dear ********************,
  
  Westgate Resorts is in receipt of your additional correspondence regarding **************************** complaint. We thank you for the opportunity to respond.
  
  ********************, we ask the consumer to understand that he has provided no new allegations for us to research and respond to, nor has he provided any documentation in support of his previous ones. While he may not agree with our response, that does not negate our position, which remains that his contract is valid and enforceable.
  
  If ************************ requires further assistance, we again encourage him to contact our ******* Services Team at **************.
  
  Respectfully,
  
  *****************, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  **********************************************
  
  Ap/am

• Initial Complaint

  Date:11/07/2022

  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.

  On September 21st, I booked stay through ************* . On the 22nd of September @3am my flight was canceled due to over booking. I have requested a refund in the out of $ 714.79 as it was more than 24hr notice given for cancelation. I have not received any refund. My money is being held with a bunch of well see what we can do. I would like a refund as I had to cancel due to cancelation of flight and higher flight fees. I'm not sure why any legal company would hold a person's money. I will go as far as I need to go to get a refund that is rightfully due. I understand places have policies, however this is way and beyond legal.
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/11/11) */
  November 11, 2022
  
  
  ***************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: *******************
  Case # ******** / Westgate Case #**********
  
  Dear Mr.*********,
  
  Westgate Resorts is in receipt of your correspondence regarding Ms.**********'s complaint. Please accept the following as our response.
  
  Mr.*********, be advised that we requested additional information from the consumer regarding her reservation. Upon review of this information, we found that she booked her stay through ******** Travel, which is a third-party company that is neither governed by nor affiliated with Westgate; therefore, she must reach out to them for any concerns regarding her cancellation.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  [email protected]
  
  Ap/am
  
  
  Consumer Response /* (3000, 7, 2022/11/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Although this was booked through a 3rd party it was booked at your hotel who was paid through 3rd party to your hotel at Westgate which my money is being held at.
  
  
  Business Response /* (4000, 9, 2022/11/16) */
  November 16, 2022
  
  
  ***************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: *******************
  Case # ******** / Westgate Case #**********
  
  Dear Mr.*********,
  
  Westgate Resorts is in receipt of your additional correspondence regarding Ms.**********'s complaint. Please accept the following as our response.
  
  Mr.*********, although the consumer did book a stay at Westgate Las Vegas Resort & Casino, she booked it through a third-party company. Therefore, any concerns with the reservation need to be directed to ******** Travel. In addition, the confirmation email she provided us with states that any cancellation or change requests must be done through ******** Travel, not the resort.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  [email protected]
  
  Ap/am

• Initial Complaint

  Date:11/07/2022

  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.

  A little over a year ago, we were offered a discounted hotel stay at one of Westgate's resorts. As a condition of receiving the discount we were "asked" to attend a presentation. After several hours of high pressure sales efforts by the local sales staff, we agreed to purchase a timeshare contract with the company. At the time we purchased it seemed as though we might be traveling more and could possibly make use of a timeshare even though we did not really want one. Things have changed dramatically since then and we find that a timeshare is not a valuable use of our money. Major home repairs and a significant reduction in income require us to reduce expenses that are no longer necessary. The salespeople repeatedly told us that the resort would buy back the timeshare if we no longer needed or wanted it and at this time we are asking that Westgate Vacation Villas honor that promise. Please provide us with any documents or forms that are required to sell the timeshare back to their company.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 9, 2022/11/23) */
  November 23, 2022
  
  
  ***************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: ****** and *******************
  Case # ******** / Account # *********** / Westgate Case # *********
  
  Dear Mr.*********,
  
  Westgate Resorts is in receipt of your correspondence regarding Mr. and Mrs.***********'s complaint.
  
  Please be advised that we are still in the process of researching the consumer's concerns, and we will respond as soon as our review is complete.
  
  Respectfully,
  
  Amy P***** Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  [email protected]
  
  Ap/bp
  
  
  Consumer Response /* (3000, 11, 2022/11/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is not sufficient- this is their response to every correspondence in which they send a response later offering no assistance on the matter and stating they would not assist.
  They have said multiple times in response after this generic one they have offered help , assistance or to call for more in which NO ONE offers that. So no this response is the generic one and is not sufficient.
  
  
  Business Response /* (4000, 13, 2022/12/01) */
  December 1, 2022
  
  
  ***************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: ****** and *******************
  Case # ******** / Account # *********** / Westgate Case # *********
  
  Dear Mr.*********,
  
  Westgate Resorts is in receipt of your correspondence regarding Mr. and Mrs.***********'s complaint. We thank you for the opportunity to respond.
  
  First and foremost, we were disheartened to read of the financial 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.
  
  We ask Mr. and Mrs.*********** to understand that we previously addressed their concerns in our response dated March 24, 2022. We have included the contents of this response below for your review. As they have not provided any documentation in support of their claims, our position remains unchanged, and their contract remains valid, enforceable, and not subject to cancellation.
  
  Should the consumers require additional assistance, they are welcome to contact our Owner Relations Team directly 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
  
  
  March 24, 2022
  
  
  ******** and *****************
  ****************************************
  Email: *****************************
  
  RE: Account # *********** / Issue # *******
  
  Dear Mr. and Mrs.***********,
  
  We appreciate your patience while we reviewed and researched your concerns. After careful consideration of the matters discussed in your letter, please find our response below.
  
  First and foremost, we apologize for any inconvenience you may have experienced regarding the presentation you attended, including the speed of the closing, the length of the presentation, or if you felt pressured or rushed in any way. Since there may have been offers that are on a first-come, first-served basis, depending on the available inventory, the representative may have expressed some urgency regarding the offer. Please remember that in order to receive the promised gifts, you were only required to attend the presentation for 90 minutes and had no obligation to remain past that time or to purchase anything. We also ask you to understand that it would have been at your discretion to inform the sales staff or closing officer of any discomfort to ensure proper action was taken and refrain from purchasing if your concerns were not addressed to your satisfaction. While Westgate is a sales-driven company, at no point were you forced to stay or to purchase a timeshare.
  
  Allow us to explain that although Westgate does not have a buyback program, there are instances when Westgate may accept inventory back from an owner. Generally speaking, when our owners upgrade their ownership, their previous villa is deeded back to the Developer. Another instance would be Westgate's exercise of its Right of First Refusal (ROFR). Please be advised that the ROFR will only occur when an owner has a potential buyer. If you prefer to sell your property, you may do so on your own. However, prior to finalizing the sale, you must send Westgate a copy of the purchase or transfer agreement between you and the prospective buyer. Under its ROFR, the Developer has the option to acquire the timeshare for the same price and terms the owner has been offered by a buyer or third party. Before the owner can accept an offer from a buyer and prior to any transfer of title taking place, the owner must obtain a waiver from Westgate, relinquishing its right to purchase the property. The terms for ROFR are clearly disclosed within the Public Offering Statement.
  
  Mr. and Mrs.***********, our research has concluded that full and fair disclosure was provided at the time of sale; therefore, your contract is valid, enforceable, and will not be cancelled. Please know, we have different departments within Westgate specifically dedicated to dealing with various aspects of your ownership, and our Owner Relations Team can get you in contact with whichever one may apply. As you may know, they can be reached at 1-800-925-9999, option 4. Thank you for allowing us to respond.
  
  Respectfully,
  
  Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  [email protected]
  
  Kh/gsc