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:11/06/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My friend owns a unit a Westgate Lakes Resort the member is************. My issue is I accidently made a reservation on his account and I immediately canceled the reservation. His credit card was charged but the charge was not reversed. I called to get a refund and was told that Westgate does not refund on cancellation even if it was a mistake. This was not something advised at point of sale so I am sure we are not the only members that this has happened to. I think this is unfair and a form of stealing people's money. This means they are making money when people are not staying at the property and they are renting the units to others. This is too much and so unfair. I am writing because I would like to have my money refunded because this was an error and was canceled immediately. And I believe this is something that needs to be checked on because they are literally stealing and taking people money. It hard enough to get out of contract but to just take someone's money. This is ridiculous and totally unfair treatment. Yes, I want my refund but imagine all the others that this has happened to and will happen to in the future.
  

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/11/14) */
  November 14, 2022
  
  
  ***************
  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. Please accept the following as our response.
  
  Mr. ********, we ask the consumer to understand that our exchange fees are non-refundable and non-transferrable. As a one-time courtesy, we have issued a refund of the $149 fee to the original method of payment. We ask Ms. ******* to allow 3-5 business days for the refund to process.
  
  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 /* (2000, 7, 2022/11/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I want to thank Westgate for the one-time courtesy refund. Because I was not aware of this policy and I worked in customer service for over 30 years and a one-time courtesy to the consumer is something that was always offered especially when the consumer says they were not aware of the policy. I look forward to my refund and am pleased with the decision. I WILL be careful the next time I make a reservation. I thank BBB for the assistance in this incident, they are always very helpful with issues. And once again THANK YOU Westgate for doing the right thing.

• Initial Complaint

  Date:11/06/2022

  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.

  Need my contract to be cancelled due to non-use and unforeseen circumstances. When I signed up for this vacation package; my fiancé was living and now she is deceased. I have to take care all the finances by myself. So, it one income in my household and no longer two. I need the account dissolved and closed out. I have send a letter explaining the situation.
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 9, 2022/12/02) */
  December 2, 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 and foremost, on behalf of the entire Westgate family to his, we would like to express our most sincere condolences for the passing of Mr. *****'s fiancée. We understand that these types of losses can create uncertainty in our lives and create anxiety about the future, and we want to assure him that we remain here to help.
  
  While there are no cancellation options that we can offer to the consumer at this time, he is able to rent, resell, or transfer his timeshare interest if he so wishes; however, this would be at his own discretion, as Westgate does not assist with this endeavor. While we do not assist with this, a comprehensive timeshare resale resource is available at the ***************************************'s Resort Owner's Coalition (ARDA - ROC) website: ******************************** or by calling 1-202-371-6700.
  
  Mr.*********, as advised above, we are here to assist Mr. ***** to the best of our abilities. For further assistance, we ask him to reach out to our Account Services Department at 1-888-999-0101 and ask to speak with Sandy G******* to request a hardship application. He will need to fully execute the application and submit all requested documentation to the address listed on the application. We will not review any applications where supporting documents are missing. Once the application is reviewed, he will be notified in writing of Westgate's decision.
  
  If the consumer has any additional concerns, he is welcome to contact us at the email address shown below.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  [email protected]
  
  Ap/bp

• Initial Complaint

  Date:11/04/2022

  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 reaching out for help in this matter with Westgate Resort. We have sent letters
  explaining how their salesman, Brett C******, lied to us and everything that he promised in the presentation was a lie. Westgate responded with a form letter response and now they will not contact us at all, they just keep sending the same or similar reply. We want someone to call us and talk to us, we have proof that he is lair based on an article we pulled up from the internet and they still will not communicate with us in a professional manner by calling. Can you please reach out to this company and have a manager call us?
  

  Business Response

  Date: 01/03/2023

  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: ***** ******
  Case # ******** / Account # *********** / Westgate Case #**********
  
  Dear Mr. *********
  
  Westgate Resorts is in receipt of your correspondence regarding Ms. ******' complaint. We thank you for the opportunity to respond.
  
  We were disheartened to read that Ms. ****** feels as if we may not have adequately addressed her concerns. 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. We would like her to know that our responses are not templates, and that we research and address each allegation based on both the documents executed on the day of sale and the documentation our owners provide to support their allegations. We reached out to Ms. ****** multiple times in an attempt to request this documentation, but we have not heard back from her. We encourage her to provide any supporting documentation she may have to the email address listed below so we may review her claims further.
  
  Mr. ********* the fact remains that the consumer was provided full and fair disclosure of her purchase terms on the day of sale. It would have been up to her at that time to ensure that what she acknowledged and was in agreement with matched the information relayed in the documents. Therefore, our position remains that her contract is valid and enforceable.
  
  If Ms. ****** 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 our owners.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  [email protected]
  
  Ap/bp

• Initial Complaint

  Date:11/04/2022

  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 have two unresolved issues with Westgate Smoky Mountain Resort from our stay from October 22, 2022 until October 30, 2022. The reservation numbers were ********* * ********** 
  The first issue is that our concierge, George, offered us two things if we sat down with him and did the resort sales presentation. He offered us a $100 Visa card and a 8 day/7 night stay in a two bedroom cabin. I confirmed with him that this 8/7 night stay was for a 2 bedroom cabin at the resort we were currently staying at. I even made sure to ask if we could use it in October 2023 to make sure it didn't need to be used during a specific time. We received the $100 **** card. We received a brochure for a stay in a condo but it doesn't appear to be from Westgate. There is no phone number on the brochure for us to call to get clarification on where this stay is for. The brochure is also asking for us to mail a check to an address but this 8/7 night stay was supposed to be free. I have tried asking for clarification multiple times from George and his coworker Kylie. Kylie was the one that ended up doing our sales presentation because George was busy... Neither George or Kylie have been helpful in clarifying what we need to do to get the 8/7 night stay we were offered by George's manager.
  
  I don't have enough characters to be thorough with these issues. Our second issue is with the $100 food vouchers we were offered for the inconvenience with the washing machine issue we had. Our clothes were left soapy and wet all night because the washer quit working mid cycle. I had to go back and forth with customer service until 1:16am trying to get our clothes washed and dried. The supervisor that came up to our cabin the following morning was very apologetic and said they should have just replaced the washer the night before. He said he would have management contact me about another accommodation since the food vouchers were not acceptable due to my food allergies. I still haven't heard from them.

  Business Response

  Date: 11/15/2022

  November 15, 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 Ms. and Mr. ******** complaint. We thank you for the opportunity to respond.
  
  
  
  Mr* ********, we were disheartened to read of the issues Ms. and Mr. ****** may have experienced during their stay at Westgate Smoky Mountain Resort & Water Park. We always hope to provide our owners and guests with the best vacation experience possible, and we are sorry if they feel as if we have not met that standard for them.
  
  
  
  Upon review of their reservation, we found that resort management assisted them while they were still on property, and they offered the consumers compensation that they declined. We thank them for giving resort management the opportunity to address their concerns before their vacation ended. As for their concerns regarding their incentives for attending the sales presentation, we have forwarded their concerns to In House Sales management, and they will be contacting the consumers directly to further assist them.
  
  
  
  We thank Ms. and Mr. ****** for the opportunity to be of service. If they have any additional concerns, they are welcome to contact us at the email address shown below.
  
  
  
  Respectfully,
  
  
  
  Amy ****** Executive Team
  
  Owner Relations Correspondence
  
  Westgate Resorts
  
  [email protected]
  
  
  
  Ap/bp
  

  Business Response

  Date: 01/24/2023

  January 24, 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 additional correspondence regarding Ms.
  and Mr* ******’s complaint. We thank you for
  the opportunity to respond.
  
  Mr. ********* we ask Ms. and Mr* ****** to understand that, as they were previously
  advised, they were given a Dream Week certificate, which they were advised
  could not be used at Westgate Smoky Mountain Resort & Water Park.
  We again encourage them to contact Interval International at 1-800-822-2341 for any assistance they may require with using their certificate. Nothing
  further will be offered on our end.
  
  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:

  We did NOT agree to the Dream Week certificate. Also, we were NOT advised it could not be used at Westgate Smoky Mountain Resort.

  I have attached the text for you again. You can see exactly what we agreed to with our concierge, George. You can see what George and his manager offered us. You can also see that I confirmed that we would able to use it there and even included specific dates before we agreed to the sales presentation. What you have provided us with is NOT what we agreed to. This is unacceptable. 

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

• Initial Complaint

  Date:11/03/2022

  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.

  Got pressured in to buying a time share on 10/30/22. Called them the next day at 10:30 asked about cooling period could not get a answer only more questions to why and how they could change my mind. So I told the lady that I was not interested in this conversation I had a simple question why the run around I wanted to talk to a supervisor she put me on hold then came back with they will call you back in a few hours.Never heard from them so I called the agent (****************) who closed my deal back at 3:00 he said I had ten days to back out so I let him know I had changed my mind and wanted out of the deal so he said he would send me a email never got one so I called him back on 11/2/22 at 11:50. He said he had been busy and forgot thanked me for the reminder and said he would get on it and send me the email.Still haven't received anything or any call from them. So called ************** customer service told them what was going on again more questions about why I wanted out and informing me about all the great stuff I would be missing out on by backing out. Again told him he was not helping I wanted to talk to a supervisor was put on hold twice and both times he came back with more questions and information that had nothing to do with what I wanted. So again I request to talk to a supervisor was put on hold again and then he came back with they would reach out to me in ***** hrs. Again I informed him this was a time sensitive matter because I only have ten days. He said that was the best he could do.

  Customer Answer

  Date: 11/15/2022

  On 11/5/22 after several attempts of asking how to end the account I was finally told to mail a letter with all the free stuff I received to ********************************************************, Florida ***** and I would here from someone soon. So I used *** to ship the letter and content to that address they received on the 11/9/22 and haven't heard back from them.

  Customer Answer

  Date: 12/02/2022

  Received a letter saying my account has closed and my refund should be on the way.

  Business Response

  Date: 12/12/2022

  December 12, 2022
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 *****************************
  ********, ** 32750
  
  RE: *************************
  BBB Case # ******** / Account # *********** / ********************** Case # CS0050472
  
  Dear ********************,
  
  Westgate Resorts is in receipt of your correspondence regarding ******************** complaint. We thank you for the opportunity to respond.
  
  ********************, we can confirm for both you and **************** that his account was cancelled within his recission period. As such, he is no longer the owner of record, and he has no further obligations to Westgate. If he has any additional concerns, he is welcome to contact us at the email address listed below.
  
  Respectfully,
  
  *****************, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  **********************************************
  
  Ap/bp

• Initial Complaint

  Date:10/28/2022

  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 been attempting to handle this directly with Westgate for over a year now but whenever I call them they continue to talk in circles and doing nothing more then reading from a script. Their company is a scam! They promise you anything and everything to get you to sign the contract and if that doesn't work they wear you out with their "presentation" that last indefinitely. They will not allow you to leave until you sign. This was the worst decision of our lives and no one will help us. We desperately want to be rid of Westgate and never look back. Please help us!
  
  Some of the lies they tell:
  You can use it anywhere anytime. Absolutely FALSE! It's IMPOSSIBLE to use and they have limited places to go.
  It has value and can easily be rented or sold. Another falsehood! No one wants to use it or buy it! They hold negative value because we are stuck paying for something that is FAKE!
  Only members get these amazing deals. WRONG! I've seen listings online for our resort for under $80! Meanwhile we can't stay, how is that even possible?? I'll tell you. It's all just smoke and mirrors. They drag you into their presentation after enticing you with something. Cheap stays, tickets to shows or events, tablets, or whatever then trap you in a room until you give up and sign. It's insane that this company is still allowed to do this, it's criminal!
  
  So many others are trapped like us, we're hopeful that you making this public will help us and others!

  Business Response

  Date: 03/13/2023

  March
  13, 2023
  
  
  ****** ********
  Consumer
  Affairs Representative
  BBB
  serving Central Florida
  1600
  S Grant Street
  Longwood,
  FL 32750
  
  RE: ****** ******
         Complaint ID # ******** * ******* * *********** * **** * *********
  
  Dear
  Mr. *********
  
  Westgate
  Resorts is in receipt of your correspondence regarding Mr. *******s complaint.
  We thank you for the opportunity to respond.
  
  First
  and foremost, please allow us to apologize for any lack of quality customer
  service the consumer may have experienced during his attempts to contact and
  get assistance from our team members. We would like to advise the consumer that
  we have previously addressed their concerns regarding presentation length and
  ease of resale. As such, we are resending our previous response dated September
  27, 2021, to the consumer for further review.
  
  In
  reference to the consumer’s claims of not being able to leave, we ask both you
  and the consumer to understand that although Westgate is a sales-driven
  company, at no point was he ever forced to stay at the presentation or purchase
  for that matter. Daily, there are hundreds of consumers who choose not to
  purchase and leave with their agreed-upon incentive, accordingly. He was well
  within his rights to stop the presentation at any time.
  
  While
  the consumer may have believed that he could use his timeshare for rental
  purposes, we would like to refer him once again to the executed Acknowledgment
  of Representations document. With this document, the Developer strives to
  eliminate the possibility of any misunderstandings concerning what may have
  been represented to the consumer, which may have influenced his decision to
  purchase. Upon review of this document, his signature indicates that he
  understood there had been no representations made regarding the rental
  potential of his timeshare.
  
  Additionally,
  regarding his concerns about the value of the timeshare, allow us to advise the
  consumer that per the Public Offering Statement, the purchase of a
  timeshare interest 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 timeshare interest may
  be resold.
  
  With
  regard to their concerns about being able to stay anywhere at any time, it is
  important that the consumer understands that his contracted usage rights are
  for Westgate Smoky Mountain Resort & Water Park. As an owner
  benefit, the consumer is able to exchange to other locations, however,
  exchanges are not contractual in nature and are subject to the terms of
  whichever exchange entity is utilized. The consumer purchased under the
  Floating Use Plan for reservations, wherein owners do not own the use of a
  specific unit, but of a certain unit type, based on availability. Ownership under the floating plan may
  provide additional flexibility for planning a vacation, as an owner is not
  confined to one specific week. To
  improve the likelihood of securing desired travel dates, Westgate allows owners
  to book reservations up to eleven (11) months in advance of their travel dates.
  
  With
  respect to the consumer’s claim of being able to book cheaper online and that
  only members get certain deals, allow us to advise the consumer that there are
  two allotments of inventory: sold and unsold. Sold inventory consists of weeks that have been backed by a contracted sale in which
  an owner is contractually bound to pay the Homeowners Association (HOA) dues.
  Since the Developer pays the HOA dues and taxes on all unsold inventory,
  he has the right to and chooses to use it to promote growth and offset costs by
  offering discounted vacation packages and rental stays using unsold inventory that he controls. To be clear, this unsold inventory in no way
  affects the consumer’s sold allotment’s availability. Additionally,
  owners are able to book from an owner-exclusive inventory pool and are entitled
  to rights and benefits that are solely offered to our owners. The discounted
  stays that Mr. ****** may see online are governed by very strict requirements,
  which include a limit as to how many a consumer can accept and attendance at a
  sales presentation.
  
  We would like
  to advise Mr. ****** that, as previously communicated, his contract remains
  valid and enforceable. If he
  has any additional concerns, we encourage him to contact our Contract
  Mediation Team at 1-800-375-8122 for further assistance with all
  account matters.
  
  Respectfully,
  
  Michaynalda
  L., Executive Team
  Owner
  Relations Correspondence
  Westgate
  Resorts
  [email protected]
  
  Ml/am

• Initial Complaint

  Date:10/28/2022

  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.

  This letter is to serve as a formal complaint against ******** Resort. ****** ********** &
  ******* ********** have repeatedly requested to be released from their contract but have
  not received any response from ******** Resorts. Both individuals have already had one
  account cancelled, but two other accounts remain active. The request to be released from
  the two remaining contracts have not been acknowledged by ******** Resorts and they
  have failed to communicate. Both individuals are only asking to be released from the
  remaining two contracts, with no other requests other than to be relieved of this financial
  burden. We are asking for a review of this case and are seeking the resolution mentioned.
  We look forward to hearing from you soon.
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 9, 2022/11/17) */
  November 17, 2022
  
  
  ***************
  Consumer Affairs Representative
  BBB serving Central Florida
  ********************
  Longwood, FL 32750
  
  RE: *****************
  Case # ******** / Account # *********** / ******** Case # *********
  
  Dear Mr. ********,
  
  ******** Resorts is in receipt of your correspondence regarding Ms. ************ complaint. We thank you for the opportunity to respond.
  
  Mr. ********, we ask the consumer to understand that we have not received any correspondence from her since February 27, 2020. Prior to that, the last letter we received was dated December 12, 2018. If she has sent additional correspondence since then that she feels we may not have received, we encourage her to forward it to the email address furnished below so we may review it. She may also send it by US Mail to ***************************, Ocoee, FL 34761.
  
  In the meantime, we would like to advise Ms. ********** that our position has not changed, and her contract remains valid, enforceable, and not subject to cancellation. For further assistance, we urge her to contact our Contract Mediation Department at ************** to avoid continuing collection activity.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  ******** Resorts
  *********************************
  
  Ap/bp

• Initial Complaint

  Date:10/26/2022

  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 desperately need your help, if you are unable to help us please provide us with some contacts that you think could help us. We have a timeshare with Westgate Resorts and they have been absolutely beastly to deal with. Their salesperson lied to us to get us to sign, and then they did nothing to help us when we told corporate about their salesperson being a liar. He said we had a "prime week" that fell during spring break, but it never happened that way. When we did travel it was not the peaceful vacation promised, they did nothing to stop huge parties from taking over whole floors and would close key features of their resort with no notice. They keep giving us false hope about different ways to cancel, only for us to get denied again. I have told them I can not afford the maintenance fees, but they have delayed responding to us for so long that at this point our maintenance fees are due again, so I have to choose between paying them for a service I do not want or having them ruin my credit score. That seems deliberate on their part. We need to cancel this timeshare, we have already given them so much money only to be treated this way?? It's astonishing to me. We know we are not the only owners who have been treated badly by them because there is a huge lawsuit against them. It's not surprising that they have been ranked #1 of the worst timeshare companies. Others need to stay away from Westgate and their shady and unprofessional behavior.
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 9, 2022/11/08) */
  November 8, 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 Ms. *****'s complaint. We thank you for the opportunity to respond.
  
  First, we would like to apologize to Ms. ***** for the delay in our response, as we are currently operating with a reduced staff; regardless, we will always attempt to assist our owners to the best of our abilities. We are sorry if she feels as if we have not met that standard for her. As for her concerns regarding a lawsuit, we want her to know that Westgate has hundreds of thousands of satisfied, active owners, and those who are unhappy are a very small percentage. Many of our owners visit our resorts year after year, upgrade to units that better suit their travel needs, and purchase additional weeks.
  
  We would like to advise the consumer that we have addressed several of her remaining concerns previously. We are forwarding our previous response to the email address we have on file as a courtesy.
  
  In regard to Ms. *****'s concerns about her maintenance dues & taxes (***), we would like to advise her that we do have assistance options available that may help her fulfill her *** obligations. We encourage her to contact our Account Services Department at 1-888-999-0101 if she finds herself needing assistance with fulfilling her *** obligations in the future.
  
  We can confirm for the consumer that Westgate absolutely holds its employees responsible for the things they say and do when owners provide documentation to support their claims. In addition, once the state-mandated rescission period has passed, we do not cancel accounts at an owner's request. As the consumer has not provided any documentation to support her concerns, we do not have to offer any release options.
  
  Mr.********** due to the fact that we cannot offer Ms. ***** any release options at this time, our position remains that her contract is valid and enforceable. If she requires any further assistance, our Owner Relations Department is available to provide personalized help with all account matters. She may reach them directly by calling 1-800-925-9999 / option 4.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  *********************************
  
  Ap/am
  
  
  Consumer Response /* (3000, 11, 2022/11/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  What kind of documentation am I expected to provide? Westgate has created the perfect loophole for themselves by allowing their employees to say whatever they please as long as they don't write it down and let me keep it. For example, they mentioned about an option for the (*******) fees but I called and was told about an option by a representative who then transferred me to another department but they said they had never heard of that and transferred me back and the rep who then said he was mistaken. Also they have not addressed any of the other issues I have previously mentioned to them
  
  It's wild that Westgate is still having staffing problems since when I visited years ago they told me my niece's spa treatment (which I booked far in advance) was canceled because of short staffing. When I asked about it suddenly someone could help, just like when I complained to the BBB in 2022 they suddenly had time to respond. Staffing issues seem to be a go-to excuse for their mistreatment of owners.
  
  If there is no way to cancel, why do they keep offering me a voluntary deed back? I have requested this and been denied multiple times with no explanation, so I guess it was always a false promise. They can resolve this by (for once) honoring their word and allowing me to proceed with the program I've been offered in the past or by making an exception for me since according to them I am one of only a few upset owners, with my disabilities stopping me from traveling I would be the perfect candidate for an exception.
  
  
  Business Response /* (4000, 13, 2022/11/16) */
  November 16, 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 additional correspondence regarding Ms. *****'s complaint. We thank you for the opportunity to respond.
  
  Mr.********** we were disheartened to read that Ms. ***** 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 there are many variables and factors that determine whether or not Westgate would agree to accept inventory back, including inventory demand, account status, affiliations with third party companies, among others. As she has previously been advised, there are no release options we can offer her at this time.
  
  In addition, a review of the consumer's account showed that she was offered a payment plan by our Account Services Team for her maintenance dues and taxes, but she declined.
  
  Due to the fact that there are no release options we can offer Ms. *****, her contract remains valid and enforceable. For further assistance, we again encourage her to contact our Owner Relations Team directly at 1-800-925-9999 / option 4. While they do not provide contract cancellation services, they are committed to helping her.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  **********************************
  Ap/bp
  
  
  Consumer Response /* (4200, 15, 2022/11/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  
  I am absolutely not satisfied with this response. Mr.********** do you see how they refuse to address specific complaints? Why is a business allowed to act this way? If they are so disheartened then why would Westgate not take the time to actually address my concerns? Their response does not address the staffing issues, or why they would have offered me something they could not actually fill. Why is their inventory demand my problem, it sounds to me like an excuse or a broken promise. The payment plan does not make me able to travel, as previously stated I have disabilities that prevent that. Also they stated that I declined their help with the maintenance fees. That is not true, as I stated previously one of their reps gave me an offer then told me he was mistaken. And I don't have documentation because it was a phone call.
  Westgate once again is confusing "can't" and "won't", it is not that there is nothing they can offer me, it is that they won't offer me a way out of my contract

• Initial Complaint

  Date:10/25/2022

  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 decided to take my family on a mini vacation so I booked a family trip to Orlando for weekend of 10/28. Unfortunately my daughter has been diagnosed with COVID today (10/24) and traveling is no longer possible. In addition to throwing up and body sores, she has a fever of 102, sore throat, etc and of course ER has confirmed contagious. I called Westgate and was advised the situation but was told that I can't get a refund, modification or credit regardless. As much as I book and stay at Westgate, this is ridiculous! Really! My daughter has COVID and I apologize for any inconvenience to Westgate and it's finances but there is no way I am dragging her to the resort while sick nor will I endanger anyone's health due to ignorance.
  Please assist as I would greatly appreciate as this sickness is out of our control.
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/08) */
  November 8, 2022
  
  
  ***************
  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.********** we are sorry for any issues Ms. ****** may have experienced when she attempted to cancel her stay at Westgate Lakes Resort & Spa. Please be advised that resort management has attempted to contact her by phone multiple times, but they have been unsuccessful in reaching her, so they have sent her an email regarding a resolution.
  
  If Ms. ****** has any further concerns, she is welcome to contact us at the email address furnished below.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  *********************************
  
  Ap/bp

• Initial Complaint

  Date:10/25/2022

  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.

  Our contract with Westgate began on June 18 th , 2021. The day before, our family had arrived in
  Florida and decided to check out a visitor's center that was offering discounted tickets. In order
  to receive these tickets, we were told to attend a 90-minute presentation. We agreed to attend
  the presentation and were quickly introduced to a representative named Demien who asked for
  our driver's license to process our gift.
  Demien listed out the various benefits that came with owning a vacation home through
  Westgate. One point that stuck out in particular was the ability to use the property as a second
  form of income. My wife had just become unable to work due to an injury, so this selling point
  was particularly attractive. In fact, Demien claimed that he earned a six-figure income just by
  renting out his Westgate property.
  After listening to the presentation for over an hour, we were taken on a tour of Westgate and
  were told that we could have a piece of this real estate as long as we became owners. It
  definitely intrigued us, but the price was well outside of our budget. We were initially given an
  option to purchase at $40,000, which we scoffed at. Demien said that we shouldn't worry about
  the price tag because if at any time we were not satisfied with our purchase or our financial
  situation had changed, Westgate would gladly buy back our contract. A few minutes later a
  different salesperson joined us and offered us a price at $30,000, which was still well outside
  our budget. Finally, Michael R******** (Demien's manager) entered the room and told us if we
  purchased immediately, we could lock in a price at $19,900, and would also receive a $1500 gift
  card to book our next vacation-which we never received.
  After three hours of being exhausted by rotating salesmen and being deceived by having our
  purchase price drop $20,000, we finally relented and purchased this property. The insurance
  policy of having Westgate buy back our contract was the deciding factor.
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/11/08) */
  November 8, 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 ask you to understand that we have addressed most of the consumer's concerns previously. We have forwarded copies of our previous responses to the consumer by U.S. Mail.
  
  Regardless, we would like to apologize if he felt uncomfortable or pressured in any way while attending our sales presentation. Since there may have been offers presented on a first-come, first-served basis, depending on the available inventory, the representative may have expressed some urgency regarding the offer. However, he was never obligated to remain past the agreed-upon time to receive his incentive, nor was he obligated to purchase a timeshare. In addition, we would like to advise him that his claim of being told his sales representative made large amounts of money renting out his own Westgate property is a verbal claim we cannot validate.
  
  Mr. ********* our position remains that Mr. ******'s contract is valid and enforceable. If he requires further assistance, we again encourage him to contact our Account Services Department at 1-888-999-0101. He may also contact us at the email address furnished below if any additional concerns arise.
  
  Respectfully,
  
  Amy P***** Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  [email protected]
  
  Ap/bp