Complaints

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

close

Find a Location

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

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Central Florida Investments, Inc.

  2801 Old Winter Garden Road Ocoee, FL 34761-2965

• 

  Central Florida Investments, Inc.

  12000 Cypress Run Dr Orlando, FL 32836

• 

  Central Florida Investments, Inc.

  131 SW Webbs Gln Lake City, FL 32024

• 

  Westgate Resorts

  PO Box 31515 Tampa, FL 33631-3515

• 

  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:10/24/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an account with westgate resort within 7 days I canceled my account. They still put it on my credit report as bad credit. I am attaching email that communicated with a representative who state my account has been canceled. Bur yet showing as bad credit on my report, and continue to received collection calls.
  

  Business Response

  Date: 12/05/2022

  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.
  
  We would like to advise the consumer that, after receiving her email dated September 30, 2022, Westgate completed a review and proceeded to honor the cancellation; however, we did not have any record of receiving the letter she provided. Because her account was not cancelled until after we received her email, we had already begun reporting data to the credit bureaus. We are in the process of having this information removed. In addition, any further collection activity from Westgate has been stopped.
  
  If Ms. ******** requires further assistance, she is welcome to contact us at the email address below.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  *********************************
  
  Ap/am

• Initial Complaint

  Date:10/23/2022

  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.

  ** are currently trapped in a shady timeshare with Westgate and need help getting out. While we were on vacation in ************, ** when we were approached by a sales rep. ** were offered a gift card in exchange for attending a 90 minute presentation. No purchasing obligation just attending the presentation. When we got to the resort we were escorted around the common grounds, lounge, etc. while waiting for an actual sales rep to come and talk to us. The sales rep told us it was a good investment and that we would be saving a lot of money by using the timeshare as opposed to finding other hotels. That was a total lie. The rising maintenance fees and other hidden fees were never disclosed during the presentation, which lasted well over the 90 minutes. Another broken promise. ** have only been able to use the timeshare once. When we did try to use it, we had to adjust our travel dates in order to use the resort. There were multiple fees we had to pay that were never disclosed to us before arriving. There was a fee to transfer from our home resort to the resort we were staying at, a very high daily pet fee, and a cleaning fee because apparently, the maintenance fees we pay don't get used for cleaning. ** only found all that out after already checking in. ** have lost any and all desire to ever use this timeshare again. It has been a hassle from the very beginning with its multiple hidden fees that you don't know about until the last second and its difficulty to even book in the first place. Booking a hotel for two weeks is cheaper than the maintenance fees alone. So with all of that said we attempted to use their phony return option called the Legacy Program. They continue to keep us under their thumb by hiding behind "developers" who they claim refused our application but give no reasons why. ** don't want it, and we definitely don't want to burden our children with this mess. Any help with getting us out of this pit is much appreciated.

  Business Response

  Date: 12/08/2022

  December 8, 2022
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 *****************************
  ********, ** 32750
  
  RE: ****** and ***************************
  BBB Case # ******* / Account # *********** / ********************** Case # CS0050326
  
  Dear ********************,
  
  Westgate Resorts is in receipt of your correspondence regarding Mrs. and ***************************** complaint. We thank you for the opportunity to respond.
  
  First and foremost, we have previously addressed several of their concerns in our response dated September 21, 2021. We have included the contents of this response below for your review.
  
  We were disheartened to read that the consumers *** not be satisfied with their timeshare. We always hope to provide our owners with the highest level of customer service, and we are sorry if they feel as if we have not met that standard for them. In addition, we are sorry for any inconvenience they *** have experienced due to the length of the presentation they attended and if they felt uncomfortable in any way. We ask them to keep in mind that the only requirement to receive their agreed-upon incentive was to complete the 90-minute presentation. They could have stopped the presentation at any time as they were under no obligation to purchase.
  
  With regard to their investment concerns, allow us to direct them to their Acknowledgment of Representations document, wherein they acknowledged that they purchased this property for personal use, that there were no representations made regarding investment or resale potential, and that the Developer does not have a rental or resale program to assist them. However, they are able to resell their timeshare interest at their own discretion. Additionally, the Public Offering Statement, a copy of which they received on the day of sale, discloses that "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 *** be sold."
  
  Regarding the consumers' allegation that they had to change their dates in order to use their timeshare, our records indicate that they were attempting to book Christmas week at their home resort two months prior. They were offered a booking at their home resort in the new year, but chose to book in November at Westgate *********** Resort instead. As for their allegation that they had to pay multiple undisclosed fees upon arrival to the resort, our records show that they paid the exchange fee when they booked the reservation. In addition, it is clearly disclosed on the website that if they choose to bring along a pet they are required to pay a pet cleaning fee and to make a refundable pet deposit. We understand the financial concerns they *** have; however, we ask them to understand that, at the time of purchase, they were provided the costs associated with travel. It would have been up to them to ensure that the timeshare fit into their vacation wants and financial means.
  
  With regard to their concern about not receiving a reason for the denial of their Legacy Program application, we would like to advise them that the Developer has no obligation to disclose why a request *** have been denied. The program is not a part of their contracted ownership; therefore, it is at our discretion whether or not release is warranted.
  
  Lastly, while we certainly understand their concern about the inheritance of their timeshare upon the death of the owners, we encourage them to consult with a professional legal advisor regarding this matter, as each owner's situation is different.
  
  ********************, our review has concluded that Mrs. and ***************************** contract is valid, enforceable, and not subject to cancellation. As such, they remain financially and contractually responsible for their purchase regardless of use. If they require further assistance, we encourage them to contact our Owner Relations Team at ************** / option 4 for personalized help with all account matters. They *** also contact us at the email address shown below if any additional concerns arise.
  
  Respectfully,
  
  *****************, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  **********************************************
  
  Ap/bp
  
  
  
  September 21, 2021
  
  
  ****** and ***************************
  4716 ******** Place
  **********, ** 22309
  
  Email: **********************
  
  RE: Account # *********** / Issue # *******
  
  Dear Mr. and *******************,
  
  Thank you for your continued patience while we reviewed your correspondence. We apologize for the delay in our response. Please find our response below.
  
  First and foremost, Westgate salutes your military service. We must not forget all the well-respected heroes, like you, who have devoted their lives to our country, to which we as a company cannot express enough gratitude. We here at Westgate Resorts hold our military personnel in very high regard and want to say a very special 'thank you' for your service to our country. Please be assured that, while we are unable to validate verbal statements concerning any special military discounts, our sales department offers various discounts based on the available inventory.
  
  Please allow us to briefly explain your ownership and some benefits you have as owners. On March 25, 2016, you purchased an ALL-Season week in a 2-**************** villa for annual use with first occupancy in 2017 at Westgate Historic ************ Resort. Keep in mind that you purchased under the Floating Use Plan for reservations, wherein you do not own the use of a specific unit, but a certain unit type, based on availability. Therefore, you have the right to occupy your villa at your home resort during your current year and season of ownership without being charged additional fees. To improve the likelihood of securing desired travel dates, Westgate allows owners to book reservations up to eleven (11) months in advance of their travel dates. Any reservations outside of your contracted usage rights are considered owner benefits (e.g., exchanges, split weeks, etc.), which are also based on availability and subject to the Westgate Resorts Internal Exchange program's terms and conditions. as indicated on your Acknowledgment of Representations (***) document. Please refer to the *** document, Acknowledgment #8, for the full disclosure. These fees are also disclosed in your signed Proposal Review.
  
  With regard to check-in days, please be advised that as discussed in your *** and Public Offering Statement, check in days consist of Friday, Saturday or Sunday. They are not limited to Sunday check-in days.
  
  Please understand, we can certainly appreciate your concerns with your maintenance and tax (M&T) dues, but hopefully we can help you understand a little more clearly how these funds are used. It is important to understand that the only available source of revenue to fund the Resort's Annual Budget is the maintenance dues. As Westgate owners, you (along with every other owner) pay for the cost of maintaining your Resort. It is the Association's responsibility to determine what services are essential to preserving the integrity of your entire resort while keeping the cost as low as possible. If the cost of goods and services to maintain your resort increases, this increase to the Budget is divided among all the resort owners so that each pays his fair share of the increase. It is also important for you to know that Mr. ************************ the Developer, pays the M&T on all unsold timeshare weeks at your resort, so he has a vested interest in keeping costs as low as possible.
  
  Also, please know, while most of our resorts are pet friendly properties, a non-refundable pet cleaning fee of $170 is required at the time of check-in. Additionally, a refundable $100 deposit for any pet-related incidents is required for any owner who chooses to bring their canine or feline companion on vacation with them. The pet cleaning fee covers an extensive cleaning of the villa you occupy once you check out of the resort (including specialty cleaning products, shampoo of carpet, air filter replacement, etc.). We ask you to understand that there are other Westgate owners who *** have health conditions that *** be aggravated by pet fur or dander. For this reason, an extensive cleaning of each villa after it has been occupied by pets is needed.
  
  Mr. and *******************, our research concluded that full and fair disclosure was provided at the time of sale; therefore, your contract is valid and enforceable. Please reach out to our Developer ******************* at ************** to explore the options available for you.
  
  Respectfully,
  
  Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  **********************************************
  
  Ges/bp

  Customer Answer

  Date: 12/12/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  That letter is over a year old, truly incredible you keep that but can't keep your sales people from lying. Unless that is the plan all along. Of course it is, how else would you sell such a useless "investment"? Do not mock me with your phony salutes. As for your new letter, of course your records aren't accurate this is a scam! And of course your developer and the owner of the company doesn't have to say why he won't take it back, but you demand and demand from everyone else. Maintenance that keeps rising, hidden fees whenever you arrive, increased costs for using something I "own" but only when you say I can. This contract is legal torture, used to squeeze the last precious pennies out of everyone who is caught in their trap. No more! I do not accept this answer and I demand to be released from this contract!

  Business Response

  Date: 12/22/2022

  December 22, 2022
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 *****************************
  ********, ** 32750
  
  RE: ****** and ***************************
  BBB Case # ******* / Account # *********** / ********************** Case # CS0056804
  
  Dear ********************,
  
  Westgate Resorts is in receipt of your additional correspondence regarding Mrs. and ***************************** complaint. We thank you for the opportunity to respond.
  
  ********************, we ask the consumers to understand that they have provided no new allegations for us to research and respond to, nor have they provided any documentation in support of their previous ones. While they may not agree with our response, that does not negate our position, which remains that their contract is valid and enforceable.
  
  If Mrs. and ****************** require further assistance, we again encourage them to contact our Owner Relations Team at ************** / option 4.
  
  Respectfully,
  
  *****************, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  **********************************************
  
  Ap/am
  

  Customer Answer

  Date: 01/03/2023

  Of course nothing new has been brought forward. You never truly answered it! It's insane that this is allowed to continue. You scam people into bogus contracts then when someone makes it public you say well you haven't brought up anything new so I'm not doing anything about it. Honestly this is toddler behavior and we are done dealing with it. Cancel this contract!

• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This past summer, I took a vacation using my Westgate timeshare, and the conditions were simply appalling. I have attached a detailed outline of the resort's conditions and issues that arose, but I'll summarize the main points here. There were dark-spotted molded mildew stains on the shower wall. The upstairs bedroom had a gross black splattering on the ceiling caused by spray from the AC. After I showed the manager how horrible the unit was, the repair people came to clean the unit with strong chemicals, so my family and I had to clear out. A few days later, the toilet in the master bedroom flooded, and maintenance had to shut off the water to make more repairs, meaning we had to leave again for the second time that week. I have already sent the attached document to Westgate, but they have not responded. I have also attached photos of the resort showing the flooding and black mold stains.
  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 5, 2022/10/28) */
  October 28, 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.
  
  Mr.*********, we would like to sincerely apologize for any issues Ms. ****** may have experienced during her stay at Westgate Vacation Villas Resort. We always hope to provide our owners with the best vacation experience possible, and we are sorry if she feels as if we have not met that standard for her.
  
  Upon review of her reservation, we found that she was assisted by our management team at Westgate Vacation Villas Resort while she was still on the property. We are glad that resort management had the opportunity to address her concerns before her vacation ended. As a courtesy, the resort would like to ensure that her next stay with them goes as smoothly as possible. She may contact them directly at 407-396-8523 for further assistance.
  
  If Ms. ****** has any additional questions or concerns, she is welcome to contact us at the email address below.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  **********************************
  Ap/am
  
  
  Consumer Response /* (3000, 7, 2022/11/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Next stay? There is not going to be a next stay. The conditions I endured were egregiously unacceptable. I don't want Westgate's help setting up another stay. At this point, I just want out.
  
  
  Business Response /* (4000, 9, 2022/11/14) */
  November 14, 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. ****** was not satisfied with our response. We ask her to understand that, due to the fact that she was compensated while on property, no further compensation will be offered.
  
  Resort management at Westgate Vacation Villas Resort remains ready and willing to assist Ms. ****** should she wish to book another reservation in the future. She may again reach them directly by calling 1-407-396-8523. She may also contact our Owner Relations Department at 1-800-925-9999 / option 4 should she require any assistance with her account.
  
  Respectfully,
  
  Amy P***** Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  **********************************
  Ap/bp
  
  
  Consumer Response /* (4200, 11, 2022/11/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  By compensation, I have to assume that Amy is referring to the voucher that had to be used on-site. That is woefully inadequate given the absolute dump that place was. I have been a Westgate owner for thirty years, and in that time, I have always found the conditions of the resorts to be less than desirable, and I have always had to compromise because of some excuse about availability. Yet I always quietly paid what I owed, but this is too much now. It was an absolute pigsty, and it was the moldy cherry on top of thirty years of overpaying for access to resorts that were in bad shape and that were my second or third pick. I do not accept another vacation as a response to this. My membership is paid in full, and after this experience, there is no chance that I will want to use it again. After thirty years of ownership, I think it is more than reasonable to ask to have my membership closed on account of how atrocious this stay was.

• Initial Complaint

  Date:10/20/2022

  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'm depressed and suicidal after dealing with the unauthorized use of my personal information. Which resulted in this unauthorized item on my credit report. I sent letters over 30 days ago and they failed to get back with me with sufficient validation. This account violates the ***** and must be deleted immediately because those are serious violations and I could be compensated for them.

  Business Response

  Date: 11/04/2022

  November 4, 2022
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 *****************************
  ********, ** 32750
  
  RE: *****************************
  Case # ******** / Account # *********** / ********************** Case # CS0031357
  
  Dear ********************,
  
  Westgate Resorts is in receipt of your correspondence regarding ******************** complaint. We thank you for the opportunity to respond.
  
  First and foremost, please know that our owners, guests, and team members are our top priority, especially when it relates to their well-being. As such, when we are notified of anyone having suicidal thoughts, we immediately contact local law enforcement for a wellness check. Prior to receiving notice through the Better Business Bureau on October 24, 2022, we were unaware of ******************** claim of identity theft, nor her statements of depression, including suicidal thoughts. Once we received this information, we immediately notified our Corporate Security Team, who took appropriate actions. They additionally mailed the consumer information for further assistance regarding identity theft.
  
  ********************, be advised that further research confirmed that the contract that **************** agreed to on March 5, 2021, was reported properly to the credit bureaus, including the cancellation due Purchaser's Default per the terms of the Contract for Purchase and Sale. She has no further contractual obligation to Westgate Resorts; however, if she has any questions regarding the terms as they relate to default, she may refer to page 2 of her Contract.
  
  If **************** has any additional concerns, we encourage her to contact us at the email address below.
  
  Respectfully,
  
  *****************, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  **********************************************
  
  Ap/am

• Initial Complaint

  Date:10/12/2022

  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 had a horrible experience with Westgate. The sales presentations are extremely high pressure. They will bombard you with people and make you feel as if you can't leave without saying yes. They use the gifts to persuade you that you have to stay to receive them etc. They make the presentations last hours and of course, you're starving and exhausted by the end of the sales pitch. By the end of the presentation, you will do anything to just get out of there. I almost feel as if it's a brainwashing technique. They are all trained the same way so this is a representation of how Westgate does business and trains its employees. That in itself should be a red flag. Run far away from anyone trying to con you into attending. I want my money back and a sense of peace from them knowing my account is canceled. I'm tired of the manipulation from every department. It's a money scandal!

  Business Response

  Date: 11/23/2022

  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. *****'s complaint. We thank you for the opportunity to respond.
  
  
  
  First and foremost, we were disheartened to read that Ms. ***** may not be satisfied with the customer service she has received thus far from Westgate. 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.
  
  
  
  In addition, we are sorry if she felt uncomfortable or pressured in any way while attending our sales presentation. We ask her to keep in mind that the only requirement to receive her agreed-upon incentive was to complete the 90-minute presentation. Although Westgate is a sales-driven company, at no point are potential buyers forced to stay at the presentation or to purchase a timeshare, and she would have been well within her rights to have stopped the presentation at any time. There are hundreds of customers daily who choose not to purchase and leave with their agreed upon incentive at the end of their 90-minute obligation.
  
  
  
  Mr. ********* our review has concluded that Ms. *****'s contract is valid and enforceable; therefore, her request for cancellation is respectfully denied. 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 our owners.
  
  
  
  Respectfully,
  
  
  
  Amy P****, Executive Team
  
  Owner Relations Correspondence
  
  Westgate Resorts
  
  *********************************
  
  
  
  Ap/bp

  Customer Answer

  Date: 12/06/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Good afternoon,
  
  
  
  I appreciate you allowing me the chance to respond to Westgate, but no, I do not feel as if they're response is satisfactory. Hoping to provide excellent customer service as promised and actually providing it is not the same. This business is too large and there are too many people and policies put in place to allow experiences such as mine to stand. Even their response lacks the customer service and accountability that I was hoping to see from them. Not only did they assume that I did not try to leave, that I did not say no multiple times, that the longer I was there the more exhausted, starved, and the more confused I got, but when I was finally worn down I never thought in a million years that they would lie to me. That was actually the least of my concerns and I thought that the only thing I had to worry about was how I would maintain the contract we verbally agreed upon. Then I find out that the verbal contract we discussed and the one I signed are two completely different contracts. I finally caved in and what they sold me was an every other year 2 Bedroom timeshare with Odd Year usage at a resort n Orlando, Westgate Leisure Resorts. When I went to book my first stay a few months later, I was informed that my home resort was closed and was not available to me. They offered to let me reserve my stay at Westgate Lakes in Orlando for no change fee. I split my stay and used 3 of my 7 days in February 2021. While there they informed me that my timeshare was not deeded yet and would like to take care of it with me while I was there. When I met with them they said I would not be happy with my timeshare at Westgate Leisure as it didn't offer all the amenities that Wesgate Lakes offered. They informed me that it may be difficult to rent my Leisure Timeshare since it didn't offer much. They informed me that it was a good thing it had not yet been deeded because they could offer to transfer my equity from Leisure Resort to The Lakes resort, which could be rented very easily. They also said if I upgraded to a 3 Bedroom, it could be locked off as 2 separate units to rent out as a 1 Bedroom rental, and a separate 2 Bedroom rental, which would be a better investment and would boost rental income. Based on what they told me I felt I had no choice but to transfer to the Lakes resort if I wanted rental income to help pay my fees and that upgrading to a 3 Bedroom lockoff would help me achieve that. They sold me a 3 Bedroom timeshare with even year usage, and I still had my remaining 4 days from my original timeshare available to use. In fall 2021 I tried to reserve and use my remaining 4 days from my original odd year usage, which I had hoped to rent out. I contacted them to reserve these days and no matter the different dates I tried at several different resorts nationwide, they said they had nothing available for me. I told them that I knew there were units liable as they were posted on different travel sites by Westgate. They advised me that they have a number of units that are only available for rental through travel sites. They then offered to allow me to keep and use the 4 days in year 2022, but I would have to pay a fee to do that. I declined since I didn't want to spend more money as I was already having trouble paying for my timeshare. I knew I would have the week to use from my upgraded timeshare in 2022 to rent and try to recoup my expenses. Earlier this year I paid my $1300 maintenance fees for 2022, as I was not permitted to make a reservation if they had not been paid. I reserved my 2 Bedroom lockoff at Westgate Lakes for a week in late June 2022. I listed this on ****, with a minimum 5 night stay, which someone booked. However they cancelled about 3 weeks later within the allowable time for a full refund. The reason for cancellation was they made a different booking instead. I kept the listing up hoping someone else would book it and even lowered the nightly rate. About 8 days before the reservation date, I called Westgate to move the reservation to a later date. They informed me it would cost me $200.00 to change the reservation. I declined because I didn't know what I would do if someone didn't rent it because then I would be out of $200.00. In reviewing the other available rentals at Westgate Lakes on ****, it appeared that many listings were posted by the resort themself and undercutting other owners prices, which put owners at a great disadvantage. It was at this point I decided I needed to get out of my timeshare. So customer service is a huge issue, they also give you the runaround, lie to your face, and make false promises that they cannot keep, and they do all of this just to trap you in an ownership that sucks the life and money out of you and offer nothing in return. It's ridiculous and it's one big scam. I have no idea how this business is even up but I know that I don't want to be a part of it. Until that happens, I will not be satisfied.
  

  Business Response

  Date: 02/17/2023

  February 17, 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 Ms. *****’s complaint.
  We thank you for the opportunity to respond.
  
  Mr.
  ********* we were sorry to read that the consumer may not be satisfied with our
  responses; however, we have addressed her concerns fully, and we have referred
  her to departments that are able to assist her with her account. Her not
  agreeing with our position does not negate that fact.
  
  By
  the consumer’s own admission, she did not read over what she was signing on the
  day of the sale. It would have been up to her to ensure that what she
  acknowledged and was in agreement with matched the information relayed in the
  documents. Further, she was provided a state-mandated rescission period wherein
  she could have had someone else review the contract and cancelled if either of
  them found anything she did not like or agree with.
  
  In
  regard to her rental concerns, she has the ability as an owner benefit to lock-off her unit, wherein she can split up her unit and receive one week in
  each portion. This would give her the ability to stay in one portion and rent
  out the other. For example, she would be able to lock-off a three-bedroom villa
  into a 2-bedroom villa and a studio. Further, she has the ability to earn
  commissions based on qualified timeshare purchases, tours, and reservations
  booked through a Travel Partners Program (TPP) account. Many
  Westgate owners have been successful in using their TPP commissions to
  help pay for their maintenance dues and taxes (***). However, we deny that
  any representative promised or guaranteed that an owner will be able to
  generate money this way.
  
  As
  for the consumer’s concerns regarding her ***, her allegation of being told
  that it would only increase incrementally each cycle is a verbal allegation we
  cannot validate. Multiple documents executed on the day of sale, specifically
  the Acknowledgment of Representations and Contract for Purchase and
  Sale, indicated that *** is estimated. Further, per the Closing
  Disclosure, the estimated taxes, insurance, and assessments can increase
  over time. It is important to understand that *** represents the
  only source of revenue available to pay the cost of maintaining a 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 a resort increases, this increase to the Budget is divided amongst
  all the Resort Owners so that each pays their fair share of the increase.
  
  We
  would like to advise Ms. ***** that, as previously communicated, her contract
  remains valid and enforceable. If she requires any further assistance, she is
  welcome to contact us at the email address below.
  
  Respectfully,
  
  Amy
  P., Executive Team
  Owner
  Relations Correspondence
  Westgate Resorts
  [email protected]
  
  Ap/am

• Initial Complaint

  Date:10/11/2022

  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.

  Good morning,
  I am the Personal Representative for my mother's estate. Her name is *************** and she owned a timeshare with Americano. It has since been transferred to Westgate Resorts. After several attempts to communicate with the company, including 4 phone calls, no information has been provided about her ownership status. I have been given the runaround. The account number is *********** or ********. This is deeded property to which her heirs are entitled.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/26) */
  October 26, 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 on behalf of Ms. Harper.
  
  Be advised that we have been in contact with the consumer directly to further discuss this matter, and we are pleased to inform you that an amicable resolution has been reached.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  [email protected]
  
  Ap/am/acs
  
  
  Consumer Response /* (3000, 7, 2022/10/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  An amicable resolution has not been reached. I received a call from someone saying the account is not active. Then a call from Katherine V***** stating documentation would be sent to me. To date I have not received the information requested. That call was 10/18/2022.

• Initial Complaint

  Date:10/11/2022

  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.

  Hello,This is ***** and **** ******* reaching out to you for your help and assistance with ourtimeshare ownership. Our contract # is************. We have been struggling staying afloatwith owning this timeshare, because the fees are infinitely increasing. We have been lied toevery step of the way from Westgate.They stated that the upgraded ownership would only be "2grand more" than our current ownership. This was a lie, instead it was 10 grand on top of theoriginal 8 grand, and the rooms did not even have the same amenities. Dinarius from Westgatestated that because we already paid the HOA etc fees for the initial timeshare we will only haveto pay the difference for the upgraded one... instead we received a bill for the full amount ofthe upgraded time share. They told us that we could do unlimited getaways for $99 for 7 daysand they told us to call the signing agent to help us book those for the first time as it is hard todo. She gave us her number, we tried calling and left multiple messages that were not returnedby them. When Dinarius upgraded us she gave me her email and phone number and told hersince we upgraded it is a little confusing and to call her when we would like to book next orwith any questions. I called multiple times and emailed multiple times in regards to the HOAbill we received and I received no response. When I called the main Westgate number inregards to the HOA bill, I kept getting transferred, put on hold for over an hour, and hung upon, couldn't actually speak to anyone. This just isn't acceptable. We do not know where to gofrom here, but we do know we are requesting a full refund for the lies we have been told and acancellation of the contracts we have. Please assist.
  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 9, 2022/11/02) */
  November 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, we were disheartened to read that the consumer feels as if he has not received the quality customer service Westgate prides itself on providing its owners. We always hope to assist our owners to the best of our abilities, and are sorry if he feels as if we have not met that standard for him.
  
  We would like to advise Mr. ******* that his allegation of being told his upgrade would only cost $2,000 more than his previous contract is a verbal allegation we cannot validate. Allow us to direct him to his Proposal, Closing Disclosure, and Contract for Purchase and Sale documents, which he received on the day of sale and clearly disclose the complete financial breakdown of his purchase. It would have been up to him to refrain from purchasing if he was not happy with the information being presented to him.
  
  As for his allegation that he was told he would only have to pay the difference in his maintenance dues and taxes (***) between his previous and current accounts, this verbal claim is also contradicted by the amounts listed on the aforementioned documents. It is important to understand that the *** represents the only source of revenue available to pay the cost of maintaining our resorts. 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 a resort increases, this increase to the Budget is divided amongst all the resort owners so that all pay their fair share of the increase.
  
  With regard to his concerns about fees, we would like to advise him that any fees for use of owner benefits are not contractual in nature and specific to the Westgate Resorts Internal Exchange terms and conditions.
  
  Mr. ********* our review has concluded that Mr. *******'s contract is valid and enforceable; therefore, his request for cancellation is respectfully denied. We understand it may be frustrating for the consumer to learn his contract cannot be cancelled. However, he does still have options. We encourage him to contact our Account Services Department at 1-888-999-0101 for further assistance. While they do not provide contract cancellation services, they are committed to helping him. He may also contact us at the email address shown below if any additional concerns arise.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  [email protected]
  
  Ap/bp

• Initial Complaint

  Date:10/03/2022

  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.

  Member Number *******
  Dear Westgate,
  
  We have not heard from you in well over a year. We want to know if you have closed our timeshare account? Regardless, we want something in writing telling us the current status of the account, be it open or closed. As we have told you, **** lost his job and we cannot pay for this timeshare.
  
  We hope to have a response very soon.
  
  Sincerely,
  **** **********************
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/11) */
  October 11, 2022
  
  
  ***************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: Eric*****
  Case # ******** / Account #*********** / Westgate Case #**********
  
  Dear Mr. ********,
  
  Westgate Resorts is in receipt of your correspondence regarding Mr.*****'s complaint. We thank you for the opportunity to respond.
  
  Mr. ********, we ask Mr.***** to understand that we have responded to his concerns within the past year. We are unsure as to why he claims he did not receive it, as it was sent to the email address he provided to the Better Business Bureau. Nevertheless, we have forwarded to him an additional copy as a courtesy.
  
  We would like to advise Mr.***** that our position remains as previously set forth. His contract is valid, enforceable, and not subject to cancellation. If he requires further assistance, we encourage him again 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

• Initial Complaint

  Date:10/03/2022

  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.

  Westgate has failed acknowledge any of my husband's many letters sent since Septmeber 2021. We only receive pending templated responses saying they will get back to us soon. One year later and still waiting is not "soon". We made it very clear in our letters the urgency of needing out of our Westgate timeshare. Daniel is being deployed again within the next couple of weeks leaving myself (Laura) to take care of this matter. We have warned Westgate of this upcoming event yet the procrastination remains. Daniel is an active duty US Army Officer, and we have been hearing a lot lately about the rumors of Westgate taking advantage of military owners for their reliable source of income and risk of losing their security clearance if a payment is missed or an account has gone into default. This would not even be an issue if it weren't for the overexaggerated advertising of such a faulty vacation opportunity. Their is a lot of media out there with Westgate violating the MLA and seeing as we booked our vacation through a military travel service that lead us to the sales presentation, we feel Westgate truly is targeting military families. Westgate also has in it's terms and conditions outline on their website a forced arbitration clause. We just want out of our contract and our money back. We have run into a lot of inconsistencies with what we agreed to buy vs. what we received. I don't know how else to reach out and get in touch with Westgate or the right people in regards to our concerns.
  ***************************************************************************************************************
  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 12, 2022/10/21) */
  October 21, 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, please be advised that we have responded to the consumers' concerns on multiple occasions. We are forwarding copies of our previous responses directly to the email address we have on file as a courtesy. We would like to advise them that duplicate complaints do not suggest merit; they may, however, suggest manufactured form letter allegations produced by the numerous exit companies currently flooding the market.
  
  In regard to Mr. and Mrs.*******'s allegation that there were inconsistencies between what they agreed to and what they purchased, we would like to request specifics on this claim, as our records indicate they have made use of both their contracted occupancy and various owner benefits. They may forward any additional information they may have to the email address listed below.
  
  Their claim regarding forced arbitration is unsubstantiated, as the terms and conditions clearly state that they have the option of opting out of the arbitration procedures. As for their concerns regarding any violation of the Military Lending Act, we would like to request specifics on both the Act itself and any supporting documentation of our alleged violation. Again, they may forward this information to the email address below.
  
  Mr. ********, our position remains that Mr. and Mrs.*******'s contract is valid and enforceable. Ultimately, the final purchasing decision was theirs, and they were provided a state-mandated rescission period wherein they could have reviewed the terms and determined if the purchase was right for them. We thank you for the opportunity to be of service. Should the consumers require further assistance, we encourage them to contact our Account Services Department at 1-888-999-0101.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  [email protected]
  
  Ap/am

• Initial Complaint

  Date:10/03/2022

  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.

  For years now I had been reaching out to Westgate regarding my account. I have pleaded with them to be released from this timeshare. What I was supposed to get was the unit they showed us, however, they actually gave us a unit that was different and less of what they initially showed us. There were four people that would talk to us, not leaving or allowing me to have the opportunity to revise this on my own. The agreement was not clear. The benefits such as being able to sell it at any time and writing it off on my taxes were all not true and were statements told to me to push me to purchase. Knowing that I would be able to resell or give it back if at any point I did not want it made this timeshare seem more attractive to me, however, it has been the complete opposite. Also, there was more when we did visit the following year and found all was not as we expected and they kept trying to sell us more and I specifically asked for them to leave me alone. I then received a voicemail stating I had a legal document that I needed to review and sign. They requested I come to a specific desk to review in which I did because I thought it was a legal document. That was a scheme to get me & my husband down for them to sell to us. I was so mad that they had the audacity to make me talk to so many people before they even let me go because they were lying to me to get me to their sales area was all kinds of wrong. This was the final straw. In reaching out to Westgate and seeing their lack of resolution and lack of responses shows me that they put me into this contract simply to receive my payment. None of which was presented to me was true. This is a contract that goes on forever and this is certainly not how it was explained to me. The resolution I am seeking is cancellation and cancellation alone.

  Business Response

  Date: 02/22/2023

  February 22, 2023
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: ***** ****
         Complaint ID # ******** * Account # *********** / Case # *********
  
  Dear
  Mr. *********
  
  Westgate
  Resorts is in receipt of your correspondence regarding Mrs.
  ****’s complaint. We thank you for
  the opportunity to respond.
  
  Mr.
  ********, we ask both you and the consumer to understand that we previously
  addressed her concerns in our response to the Florida Attorney General’s Office
  dated August 1, 2019. We are forwarding a copy of this response to the email
  address we have on file.
  
  In
  regard to her customer service concerns, we would like to advise Mrs* **** that
  we have responded to her every time she has reached out. As she has not
  provided any documentation in support of her claims, our position remains that
  her contract is valid and enforceable as written.
  
  If
  she requires any 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
  *********************************
  
  Ap/am

  Business Response

  Date: 03/07/2023

  March
  7, 2023
  
  
  ****** ********
  Consumer
  Affairs Representative
  BBB
  serving Central Florida
  1600
  S. Grant Street
  Longwood,
  FL 32750
  
  RE:
  ***** ****
  Complaint
  ID # ******** / Account # *********** / Case # *********
  
  Dear
  Mr. ********,
  
  Westgate
  Resorts is in receipt of your additional correspondence regarding Mrs* ****’s
  complaint. We thank you for the opportunity to respond.
  
  Mr.
  ********, we were sorry to read that the consumer may not be satisfied with our
  response. With regard to Mrs* ****’s claim that she was drinking while hearing
  the Sales pitch, while this is a verbal allegation which cannot be
  substantiated, we would like to advise Mrs* **** that intoxication is not a
  legal defense to a contract.
  
  While
  the consumer is entitled to her opinions, the fact remains that she was
  provided full and fair disclosure of the purchase terms on the day of sale. As
  previously advised, her contract is not subject to cancellation.
  
  Once
  again, if she has any additional concerns, we encourage her to contact our Contract
  Mediation Team at 1-800-375-8122 for further assistance with all
  account matters.
  
  Respectfully,
  
  Michaynalda
  L., Executive Team
  Owner
  Relations Correspondence
  Westgate Resorts
  *********************************
  
  Ml/bp

  Customer Answer

  Date: 03/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am not saying that drinking is the reason that the contract should be released, but it’s a main point. It is also the fact that they lied throughout the sales pitch. Showed one received a lot less plus let’s not forget the next year when I tried to use it and then they lied to me twice to get me to the sales area to try to sell to me again by stating they had documents that I needed to sign. The treatment by this place has been dishonest and unethical. The tactics of these individuals doing the selling should be reported as sales people are not aloud to entrap or lie during their pitch which both have happened. 
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ****