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

• 

  Westgate Resorts

  3611 Collins Ave Miami Beach, FL 33140-4009

• 

  Westgate Myrtle Beach, LLC

  415 S. Ocean Blvd. Myrtle Beach, SC 29577

• 

  Westgate Myrtle Beach, LLC

  415 S Ocean Blvd Myrtle Beach, SC 29577

• 

  Westgate Myrtle Beach, LLC

  415 S Ocean Blvd Myrtle Beach, SC 29577-4053

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:09/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stayed in 3bedroom at resort from Srp 24th to October 1st. We checked in and within an hour seen an killed a roach. The next day after they sprayed we seen and killed another roach. We switched rooms an one the new rooms bathroom is infested with roaches There was one floating in the bath tub still alive along with black dots an roach pieces I believe it came out of the drain ir tub jet because i cleaned the tube prior. I pulled a towel out from under the sink and there was a awful musty smell I Put my phone flash light on an a roach ran across the towels an theres was roach poop all over the towels an surface. This is unsanitary an wrong I paid money to stay here an have a good vacation and everyone is grossed out and scared. Roaches carry diseases and I have 3 kids one whom is a baby. I come to this place regularly... This. is the last time ever. This is the 1600 building
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/04) */
  October 4, 2022
  
  
  ***************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: ******** **********
  BBB Case ********** / 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 were sorry to read of the issues Ms. ********** may have experienced during her stay at Westgate Lakes Resort & Spa. We always hope to provide our owners and guests with the best vacation experience possible, and we are sorry if she feels as if we have not met that standard for her.
  
  Upon review of her reservation, we were happy to see that Ms. ********** was assisted while still on property; therefore, no further compensation will be offered. We thank the consumer for giving resort management the opportunity to address her concerns before her stay was over.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  [email protected]
  
  Ap/bp
  
  
  Consumer Response /* (3000, 7, 2022/10/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not feel that I was assisted while I was on the property the problem was never rectified or fixed. We had roaches in our room the whole week stay along with roach poop on towels on the upstairs bathroom. The 1st room was sprayed and we still were killing roaches, we change rooms after all the trouble of moving everything to another room, and the new room has more roaches then the 1st one. This is unexceptable the 1600 building is infested an you are putting families in there to stay anyway. I am not happy with how this is being addressed I am due my money back and the 1600 building should be shut down intill the roach infestation is gone. The whole situation is disappointing and disgusting. I paid to stay at a nice clean resort not a infested one. I did not enjoy looking for roaches all week worried they would get on my baby. I did not enjoy living out of suitcases, because I was to scared to unpack because I did not want roaches to get in my belongings an bring them back home. I also have all my luggage bagged up an sitting outside quarantining and triple washed all clothing in fear of bringing the roach infestation home with me. I am very dissatisfied with my stay and the outcome. Me complaining to the front desk management about the roach problem and still having roaches is not considered assisted or satisfactory. Nothing is ok about this situation and how its being brushed off. I would like a refund please. I did not pay to have roaches. PLEASE BE FAIR. You can see some pictures of the roaches you can see the roach poop on the towels and you can see how disgusting under the sink is were some of them were coming from.
  
  
  Business Response /* (4000, 9, 2022/10/11) */
  October 11, 2022
  
  
  ***************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: ******** **********
  Case #********* / Westgate Case #**********
  
  Dear Mr.**********
  
  Westgate Resorts is in receipt of your additional correspondence regarding Ms. **********'s complaint. We thank you for the opportunity to respond.
  
  Mr.********** while we regret that the consumer may disagree with our previous response, we, unfortunately, cannot offer any additional compensation at this time. As always, we remain at her service and can be contacted below for any additional concerns.
  
  Respectfully,
  
  Amy P***** Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  [email protected]
  
  Ap/am

• Initial Complaint

  Date:09/22/2022

  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.

  Dear BBB,
  We are reaching out to your company in regards to our current dispute with Westgate Resorts. We have a timeshare with them and have reached out with complaints and a request for them to terminate our ownership. Overall, the customer service with Westgate is awful, not to mention that they are selling timeshares that do not work as they are promised. We do not know how to fully use this timeshare and we believe the system is built that way. The increasing monthly and yearly fees are making it more and more difficult for us to vacation, even without using our timeshare. We have never been able to use this timeshare and we continue to have to pay for something that was sold to us under false pretense. No one from their company is attempting to help us. We are hoping that by reaching out to you that you can either help us open consistent and clear communication or that you can assist us in ending our relationship and timeshare contract with Westgate. Thank you for your time and we look forward to your assistance.
  Regards,
  ********************************
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 9, 2022/10/11) */
  October 11, 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 he feels as if he has not received the quality customer service Westgate prides itself on providing its owners with. We always hope to assist our owners to the best of our abilities, and we are sorry if Mr.******** feels as if we have not met that standard for him.
  
  We understand the concerns he may have regarding his maintenance dues and taxes (***). 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 among all the resort owners so that each pays their fair share of the increase. Please keep in mind that Mr.********'s first payment of**** will not be due until January 1, 2023, so that he has not experienced any increases in them. Similarly, his mortgage payments are fixed throughout the length of his loan and not subject to increase.
  
  Moreover, our records indicate that Mr.******** has not been in the good standing necessary to request occupancy, due to him stopping payments right after his purchase was made. Notwithstanding, he has been made aware on several occasions that he chose to have his first occupancy occur in 2023.
  
  Mr.*********, as the consumer has been advised previously, we stand ready and willing to educate and assist him with his purchase. In the meantime, our position remains that his contract is valid and enforceable. Should he require further assistance, we encourage him to contact our Owner Benefits Department at 1-800-372-0216.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  [email protected]
  
  Ap/bp

• Initial Complaint

  Date:09/20/2022

  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.

  ***********************
  Contract ************
  We have been communicating with Westgate for a while in order to get out of our contract and they haven't budged. We have gone back and forth and everytime they say they are opening a case for our complaints but every single time they come back and say they can't help us. It is getting a bit ridiculous because we keep getting every type of letter, email, or excuse from Westgate about everything but what we have asked you to contact us about.We have gotten past due notices and threats. We have tried every way possible to contact you and ask that you cancel our membership with Westgate and give us back our money and everyone has either shown how unhelpful or knowledgeable they seem to be or shown their lack of urgency and compassion.We have stopped our payments to Westgate because they won't help us in any way to what we are requesting. We can't and won't continue to pay for something like this. To the people at Westgate, you have every means possible to contact us and for some reason you have not. We don't know what kind of review takes the span of nearly 3 months (which is not when we first contacted you but when we first wrote to you) but we need to know what is going on or get some sort of reply at least. You could also stop sending notices of our missed payments because...well you know why, we want our contract canceled.I'm sure you have no trouble contacting us and just have chosen not to, which is why we are posting this on BBB.Hopefully, you can pay attention to us and try to settle this as we have previously tried to do. You have been uncooperative this entire time. We need action and answers.
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 9, 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 Mrs.********'s complaint. We thank you for the opportunity to respond.
  
  Mr.********** we would like to advise Mrs.******** that, as she acknowledges in her correspondence, we have previously responded to her concerns on multiple occasions. While she may not agree with these responses, that does not negate our position, which remains that her contract is valid. In addition, we ask her to understand that Westgate is well within its rights to pursue collection efforts should an owner fail to fulfill their contractual obligations.
  
  If Mrs.******** requires 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/acs

• Initial Complaint

  Date:09/15/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a timeshare with Westgate Resorts for years now and can testify to my experience with them. I had never been explained by Westgate's sales representatives that the maintenance fees would increase, especially to the amount they are now. During the presentation, they utilized the fact that my child was crying as an advantage to push me to make a quick and rash decision. My sales rep would tell me that everyone would love to rent my timeshare because everyone loves Westgate but not everyone can buy it. She was making this seem desirable to me, rather than telling me the actual facts behind this timeshare contract and all the fees attached to it. I cannot afford to continue paying on this and have stated this several times to Westgate. I have reached out to Westgate regarding my circumstances, regarding my complaints, and still have yet to hear back with an amicable resolution. I am seeking cancellation of this timeshare to alleviate this from me. Thank you.
  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/10/05) */
  October 5, 2022
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL XXXXX
  
  RE: ****** **** ***** and **** ********
  Case # XXXXXXXX / Account # XXXXXXXXXXX / Westgate Case # CSXXXXXXX
  
  Dear Mr. *********
  
  Westgate Resorts is in receipt of your correspondence regarding Ms. **** and Mr. *********** complaint. We thank you for the opportunity to respond.
  
  Mr. ********* please be advised that we have responded to Ms. **** and Mr. *********** concerns previously, and our position remains unchanged. We have included a copy of our response to the Florida Attorney General's Office for your review.
  
  Be advised that Ms. **** and Mr. *********** contract remains valid and enforceable. If they require further assistance, we urge them to contact our Contract Mediation Department at X-XXX-XXX-XXXX.
  
  Respectfully,
  
  Amy ****** Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  *******************@wgresorts.com
  
  Ap/bp
  
  
  ******* *********
  Government Analyst II
  Office of Citizen Services
  Florida Attorney General's Office
  PL-01 The Capitol
  Tallahassee, FL XXXXX
  
  RE: ****** **** *****
  Account # XXXXXXXXXXX / Issue # XXXXXXX
  
  Dear Ms. **********
  
  Westgate's corporate office is in receipt of your correspondence regarding Ms. ******* complaint. Please allow us to respond through this e-mail.
  
  Ms. ********** Westgate sincerely regrets any inconvenience the consumer may have had regarding her purchase experience. Keep in mind that it would have been at the consumer's discretion to inform sales management of any discomfort she may have had to ensure proper action was taken or refrain from signing if her concerns were not addressed to her satisfaction. Ultimately, the final purchasing decision is hers as the consumer, as she was under no obligation to purchase.
  
  Please know, the Developer requires all owners to complete the Acknowledgment of Representations (AOR) document to ensure they were presented with the details of their purchase; thus, eliminating the possibility of any misunderstandings. Upon review of this document, the consumer's signature indicates that she understood there had been no representations made regarding investment or resale potential of the timeshare, and that Westgate has no form of resale or rental program.
  
  Allow us to clarify that Ms. ******* ownership consists of a Fixed Event Week (Christmas Week) at Westgate Town Center Resort & Spa, every ODD Year. This means that her week is automatically registered in our systems ready to be confirmed. Whenever the consumer is utilizing her contracted usage rights, there will not be any additional fees.
  
  While we understand Ms. ******* concerns about the maintenance (HOA) assessments, these dues represent the only source of revenue available to pay the cost of maintaining the resort. Because the Owners' Association has no way of knowing what (if any) increase there may be in the cost of goods and services, this amount is estimated in the consumer's AOR and in the Contract for Purchase and Sale with the initial cost calculated using the current year's Budget at the time of purchase, as several factors may affect them, some of which Westgate has no control over. Additionally, the Closing Disclosure document provides more details about the financial obligations, to include that the estimated taxes, insurance, and assessments can increase over time. I have attached additional copies of these documents for your review.
  
  Ms. ********** although the consumer may disagree, please be advised that Westgate has responded to her requests for cancellation each time. After further review, Westgate's position remains that Ms. ******* contract is valid and legally binding; therefore, we respectfully deny her request for release.
  
  We deeply value the consumer's relationship with Westgate Resorts and are committed to providing her with the highest level of service. Our hope is that she will allow us to do so. To this end, we highly encourage Ms. ******* to contact our Contract Mediation Team at X-XXX-XXX-XXXX to bring her account current, as it is in jeopardy of being selected for foreclosure.
  
  Respectfully,
  
  Andrea *******
  
  ****** ******** Account Manager
  Owner Relations Correspondence
  
  Telephone: X-XXX-XXX-XXXX / Extension ****
  Business Hours: Monday - Friday / 9am - 4pm, Eastern Time
  Email: *******************@wgresorts.com (Attn: ****** ********
  
  Acs/bf
  Attachments

• Initial Complaint

  Date:09/15/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We would like to address the concerns that we have experienced with Westgate. We purchased a timeshare with Westgate initially back in 2017 where we were pressured by 3 or 4 sales reps at a time who would not take no for an answer. We were finally convinced when they told us that we could make big money off of this timeshare by renting it out because we were in the "Golden Triangle" of Florida and that we were lucky to be getting this offer. Basically indicating that this would be a good investment. We were never told about the fees continuously rising among other important details that were never disclosed. There is always difficulty when trying to book a reservation that also is not disclosed. It appears that Westgate intentionally over sales properties and customers have no way of knowing this until you try and book which is obviously the point so that by the time one realizes the scandal Westgate has your money and a signed contract that you cannot get out of. Why is this not illegal? We have tried several times to cancel this agreement only to be met with denials and even a response saying Westgate would no longer respond to our complaints and concerns(Even though we are still paying customers). We feel like prisoners for something that we are not guilty of. We would like for the Better Business Bureau to investigate this as we do not know what else to do or where to turn. Westgate needs to be held accountable for all of the lies that are told. Your help will be greatly appreciated. Thank you for your time
  
  Sincerely,
  
  ************************
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 9, 2022/10/24) */
  October 24, 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 were disheartened to read that Mr.******** feels as if he has not received the quality customer service Westgate prides itself on providing its owners with. We always hope to assist our owners to the best of our abilities, and we are sorry if he feels as if we have not met that standard for him. Be advised that we are resending a copy of our response dated April 21, 2021, to the email address we have on file for the consumer, as we have addressed several of his concerns prior.
  
  In regard to his allegations about investment, allow us to direct him to his Public Offering Statement, which he received on the day of sale and discloses that "the purchase of a time share period should be based upon its value as a vacation experience or for spending leisure time, and not considered for purposes of acquiring an appreciating investment or with an expectation that the time share period may be resold."
  
  Regarding Mr.********'s booking concerns, we would like to advise him that his previous purchases were floating-use occupancies that were booked based on availability. As he currently owns an event week, he is guaranteed usage of that week each occupancy year as long as the reservation is confirmed.
  
  Mr.********** we ask the consumer to understand that he has not provided grounds nor supporting documentation that would warrant cancellation; therefore, our position remains that his contract is valid and enforceable. Should he require further assistance, we encourage him again to contact our Account Services Department at 1-888-999-0101. While they do not provide contract cancellation services, they are committed to helping him.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  [email protected]
  
  Ap/am

• Initial Complaint

  Date:09/09/2022

  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.

  Timeshare sale agent lied that they were not going to pull my credit report, never mention that is was going to be considered a mortgage loan and not a regular installment loan . Sales agent by the name of george also told us that we can stop making payments if we didnt want it as they did not pull my credit report and its currently reporting., my main complaint is that westgate baits with lies in order to hook people to by there timeshare as well as under Hud/FHA 4000.1 FHA handbook timeshare mortgages should be classified as installment loans not mortgage loans , as thats what the are reporting on my credit report and now i dont qualify for a first time home buyer .
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 8, 2022/09/28) */
  September 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 Mr. *******'s complaint. We thank you for the opportunity to respond.
  
  Mr. ********* while the allegation presented by Mr. ******* is verbal, we can confirm that Westgate did not run his credit at the time of purchase. We did not begin reporting to the credit bureaus until approximately two years after his purchase. He entered into a mortgage loan for deeded real estate, which is evidenced in both the closing and in numerous documents executed on the day of sale, such as the Closing Disclosure, the Warranty Deed, the Lien on Real Property, and the Note; therefore, we are well within our rights to report accordingly.
  
  We ask Mr. ******* to understand that the reporting will not be changed or removed. If he requires further assistance, we encourage him 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:09/09/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been a timeshare owner at Westgate ********* for 17 years. My unit is a 4 bedroom, Presidential Unit and my contract is for fixed week # **. According to the published timeshare calendar on Westgate's own web site, week ** for this year (2022) begins on December 25, 2022 and ends on January 1, 2023. In May of this year, I called Westgate reservations to reserve my unit for my contracted week and was told that week ** begins on January 1, 2023 and ends on January 8, 2023. I've been in communications with them these last 4 -5 months and they refuse to honor their contract. They refuse to discuss the point that their own time share calendar says what it says. Their position is that they don't have any of the Presidential Units available to give me, because they've already rented them out. Week ** this year is a highly desire week as it runs from Christmas to New Years. It's not often that the week lines up perfectly and I get both Christmas and New Years. It's a shame that now when it does, Westgate chooses to deny giving me what I've contracted for. Last time I looked, January 1 begins the first week of a New Year, not the last week (**) of a year.

  Business Response

  Date: 10/21/2022

  October 21, 2022
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 *****************************
  ********, ** 32750
  
  RE: *****************************
  Case # ******** / Account # ********** / ********************** Case # CS0024264
  
  Dear ********************,
  
  Westgate Resorts is in receipt of your correspondence regarding ************************ complaint. We thank you for the opportunity to respond.
  
  We would like to advise ******************** that, per Corporate Counsel and based on the Public Offering Statement (POS), the January 1, 2023, check-in date is correct. Week 51 is designated as Christmas Week and, with the exception of the year in which Christmas day falls on a Saturday and there is a Friday check-in, is intended to be the week containing Christmas day. A week 51 Saturday check-in would be 12/24 to 12/31, and a week 51 Sunday check-in would be 12/25 to 1/1; therefore, Week 52 follows as 1/1 to 1/8.
  
  ********************, as indicated by the above information, our position stands that the initially advised check-in date is correct. Westgate's position is that there was no wrongdoing found with the January 1, 2023, check-in date he is challenging. Our records indicate he has a Week 52 exchange booked. As it is an exchange, he is not entitled to his contracted occupancy unit. We thank ******************** for the opportunity to be of service. Should he require further assistance in this matter, we encourage him to contact our Owner Relations Team directly at ************** / option 4.
  
  Respectfully,
  
  *****************, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  **********************************************
  
  Ap/am

  Customer Answer

  Date: 10/28/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  October 28, 2022
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 *****************************
  ********, ** 32750
  
  RE: *****************************
  Case # ******** / Account # ********** / ********************** Case # CS0024264
  
  Dear ********************,
  
  We appreciate Westgate and ****************** response, but unfortunately their response contains the same disingenuous inaccuracies as what we've heard these past 6 months from members of the Owner Relations ("OR") team.
  
  1.************** spent a good part of her response discussing "Christmas Week" and Friday check-ins when Christmas falls on a Saturday. None of this is relevant to the matter at hand. Per a duly executed purchase agreement and deed, Westgate sold my co-owners and I, a FIXED right to WEEK 52 (Sunday to Sunday/"Su-Su") for three specific units (the "Unit"). We purchased fixed week 52 and not any particular holiday week. Westgate's subsequent labeling of certain weeks by a holiday name is irrelevant. Our contract has clear terms and contains no provision for them to make such a change.
  
  Ms. ******'s states that the January 1, 2023 check-in date assigned to me is correct and that they found no wrongdoing. How can Westgate and ************** defend a position that is in direct contradiction to their own Official Timeshare Calendar (see attached). Published on their own website, week 52 for 2022 (Su-Su) runs from December 25, 2022 thru January 1, 2023 NOT as they claim 1/1/23 - 1/8/23.
  
  2.************** writes "Our records indicate he has a Week 52 exchange booked. As it is an exchange, he is not entitled to his contracted occupancy unit".
  
  We had to agree to the "exchange" because we were left with no other option. Attempts to remedy the situation with members of the Owners Relations team dragged on for over 6 months and it became apparent that Westgate was not going to give us what we contracted and paid for. We agreed to the "exchange" because it is no longer logistically reasonable for our families to travel to Westgate ********* this year and Westgate is still demanding that we pay thousands of dollars in yearly maintenance fees. Our only option is to rent the unit in order to cover the maintenance fees.
  
  I was offered two options: either (i) use of our deeded Unit for Jan. 1 through Jan. 8 or (ii) use of a lesser unit for Dec. 25 through Jan. 1. We chose option (ii), arranged the exchange and settled on a particular floor plan.
  
  Despite agreeing to a particular floor plan, the confirmation Westgate supplied was not the floor plan that was agreed to. In fact, it was for an even worse Unit. When brought to their attention, OR claimed that they do not have the authority to change the confirmation. That can only be done by their IT department and it may take weeks to resolve. At present, the confirmation I have does not represent what was agreed to and they have thus far, not honored our "exchange" settlement. If I cannot produce an accurate confirmation, my ability to rent my unit is severely limited and we stand to lose thousands of dollars.
  
  3I'm also requesting that whichever "Corporate Counsel" ************** is referencing provide some guidance as to what Westgate actually thinks our property right is. We acquired the FIXED right the Unit for Week 52, Sunday-Sunday, but Westgate had outside counsel refile our interest as, "Fixed Week, Floating Unit" some years ago. We only found out because we were surprised with an updated Special Warranty Deed. We never consented to this, we were never offered compensation, and our purchase agreement lacks any contractual language which allows Westgate to do this. We have sent multiple emails to OR asking by what legal mechanism this was effectuated (since it looks like theft), but they've been ignoring our requests.
  
  In short, Westgate
  (1) Continues to mischaracterize the property right it sold us
  (2) Delayed resolution of this dispute for over 6 months and we got to the point where we were ultimately coerced into accepting a lesser unit for 2022
  (3) Agreed to a particular unit floor plan in the exchange settlement, yet they refuse to provide me a corrected written confirmation of what was agreed to
  (4) Refuses to explain how it sold us a property right and unilaterally altered that right at a later date
  
  Regards,
  *****************************
  
  See Attachment/File: BBB SH response to Westgate

  Customer Answer

  Date: 11/03/2022

  ***Document Attached***
  
  See Attachment/File: BBB November 3 letter.docx

  Business Response

  Date: 11/18/2022

  November 18, 2022
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 *****************************
  ********, ** 32750
  
  RE: *****************************
  Case # ******** / Account # ********** / ********************** Case # CS0034991
  
  Dear ********************,
  
  Westgate Resorts is in receipt of your additional correspondence regarding ************************ complaint. Please be advised that we are still in the process of reviewing his concerns and hope to have our research finalized by next week. We sincerely apologize for the delay.
  
  Respectfully,
  
  *****************, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  **********************************************
  
  Ap/bp

  Business Response

  Date: 12/02/2022

  December 2, 2022
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 *****************************
  ********, ** 32750
  
  RE: *****************************
  Case # ******** / Account # ********** / ********************** Case # CS0034991
  
  Dear ********************,
  
  We sincerely apologize for our delay in addressing ************************ additional complaint. Please accept the following as Westgate's response.
  
  ********************, while we understand that the consumer does not agree with our position, the timesharing plan found in his recorded Public Offering Statement (***) is what outlines the week designation, within which his deeded week is designated as a holiday week, and further governs how the weeks fall. As such, the Special Warranty Deed, which is standard for dealing with the deeding of accounts that no longer have a lien, does reflect exactly what he owns. The *** is all the guidance needed in this matter; therefore, our position remains as previously communicated.
  
  We thank ******************** for the opportunity to be of service. Should he require further assistance, we again encourage him to contact our Owner Relations Team directly at ************** / option 4 for personalized help with all account matters.
  
  Respectfully,
  
  *****************, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  **********************************************
  
  Ap/am
  

  Customer Answer

  Date: 12/20/2022

  ***Document Attached***
  
  See Attachment/File: BBB response December 20 2022.docx

• Initial Complaint

  Date:09/07/2022

  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.

  westgate resorts is engaging in unethical business practices by creating billing and payment errors that create short falls in mortgage payments which already have excessive high interest rates that ultimately do nothing towards paying off the mortgage as nothing goes towards the principal. They use their own collection agency to try and push and intimidate more fees from so called owners.
  I believe there should be an audit / investigation into their unfair practices.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 9, 2022/10/17) */
  October 17, 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, while we are sorry for any inconvenience Mr. ***** may have experienced due to his payment issue, we ask you to understand that the error in question was due to the consumer removing his credit card after making a one-time payment.
  
  In regard to his concerns about the interest rate, Westgate does provide internal financing for timeshare purchases. By doing so, we do not, nor are we obligated to, conduct a credit evaluation for purchases. In addition, because we internally finance these purchases, we can set the interest rate at our discretion.
  
  We are sorry for any misunderstanding there may have been regarding Mr. *****'s principal cost. Be advised that the terms of the loan, including both the total cost and interest, were disclosed on the day of sale. It would have been up to him to review the financial obligations associated with the purchase to ensure that the terms were to his liking.
  
  Lastly, we would like to clarify for Mr. ***** that ICA is a licensed collection agency to whom we refer delinquent accounts for resolution. They are in no way affiliated with or governed by Westgate.
  
  Mr.*********, our review has concluded that Mr. *****'s contract is valid and enforceable. We thank him for the opportunity to address his concerns. Should he require further assistance, we encourage him to contact our Account Services Department at 1-888-999-0101. While they do not provide contract cancellation services, they are committed to helping him.
  
  Respectfully,
  
  Amy P***** Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  [email protected]
  
  Ap/am
  
  
  Consumer Response /* (3000, 11, 2022/10/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Mrs. P**** response does not address any billing corrections.
  Does not address the intentional billing errors Westgate created.
  At the time of sale terms of the loan was very fluid.Changing constantly.It was alll one big hustle.
  Further their customer service agent wanted to take a payment over the phone but refused to provide proof of said payment.
  Which I would say is on ethical.
  Sincerely,***.*****
  
  
  Business Response /* (4000, 13, 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 additional correspondence regarding Mr. *****'s complaint. We thank you for the opportunity to respond.
  
  First, we would like to advise Mr. ***** that we did address his billing concerns in our previous response. As we advised, the billing error was due to the consumer removing his credit card; therefore, no alterations will be made on our end. In addition, a review of Mr. *****'s account showed that our customer service representative offered to send him a copy of his payment history once his account was brought up to date, but the consumer declined, as he stated he did not want to pay the International Collection Agency (ICA).
  
  Mr.*********, be advised that our position remains as previously set forth. For further assistance, we again encourage him 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:08/31/2022

  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.

  Dear BBB,I am writing this letter to discuss the timeshare that I have with the Westgate timesharecompany. This company has deceived me and has led me down a financial hole that Ican tell will lead to hardships in the future. While they sold me a product that would begreat for vacationing, the product I signed for is not the product that I have currently. Iwas deceived into this purchase by untruthful statements and promises that are notattainable within the current company model. I feel that if the company salesrepresentatives would have been truthful I would have not signed up for the contractand would not be in this mess altogether. Another problem is the fees that I have to payeach year.These fees are a burden on our incomes and are one of the reasons for megoing into financial hardship. All I wanted was a product that would be beneficial for meto use and trust a company that was respected in the vacationing world. I feel for theirtrap and need your help getting out from this timeshare.This timeshare has affected every part of my life daily and I see now that they sold me aproduct that is not usable in my eyes and feel that this needs to be righted ASAP. I havetried to be patient but the company is refusing to work with me to resolve this situation Ifind myself in. I turn to your company to help me in any way possible.Thank you for time,**************
  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 9, 2022/09/23) */
  September 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 ask you to understand that we have previously addressed Ms. ******'s concerns, and she was made fully aware of the maintenance dues and tax (M&T) obligations associated with the purchase on the day of sale.
  
  Allow us to briefly explain Ms. ******'s purchase in an attempt to clarify exactly what she contracted with Westgate. On April 8, 2009, she purchased an ALL-season week in a 2-Bedroom Villa for use during Odd-numbered years with first occupancy in 2011 at Westgate Town Center Resort. We ask her to keep in mind that she purchased under the Floating Use Plan for reservations, wherein she does not own the use of a specific unit, but a certain unit type, based on availability. Therefore, she has the right to occupy her villa at her home resort during her current year and season of ownership without being charged additional fees. Any reservations outside of her 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 (WRIE) terms and conditions. Our records indicate that the consumer has made use of both her contractual ownership and her owner benefits consistently.
  
  Lastly, we were disheartened to read that Ms. ****** may feel as if we have not provided her the quality customer service we pride ourselves on providing our owners with. We always hope to give our owners the best vacation experience possible, and we are sorry if she feels as if we have not met that standard for her.
  
  Mr.*********, Westgate's position stands that the terms of Ms. ******'s contracts have in no way changed, and we stand ready and willing to perform our contractual obligations accordingly. As she has previously been advised, her contract is valid, enforceable, and not subject to cancellation. If she requires further assistance, our Owner Relations Team 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
  [email protected]
  
  Ap/am

• Initial Complaint

  Date:08/31/2022

  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 have served in the USAF for 27 years. Shorty, before I retired, is when we purchased the timeshare. During the presentation, we kept telling them that we could not afford the timeshare. Then they brought the second timeshare salesman who came in and showed us how we could make it affordable. Then he asked for a down payment and we told him we had no money and he suggested a credit card that we might have to use. I told him I could use my ******** Card which just put us further in debt. We were trying to get our credit card paid off and made a rash decision of charging the down payment and now the timeshare mortgage.
  
  We are covered with Parent Plus loans for the children's college. On top of that expense, Bob had a heart attack and we had no insurance. So we are still paying on old medical bills and the continued medical bills for him. I have the medical expenses from having a heart attack for 2 years. We are covered up with personal expenses.
  We did not expect the cost to be unchecked for HOA fees and this property has never been a benefit to our family. We made a mistake under pressure to "please" the salespeople. We should have walked out the first time we said "NO".
  We need to find a way to get released from this timeshare. Would it help if we could get some medical documents or something from our doctors about our health? We need out because we are covered in expenses.
  
  We feel that Westgate needs to help us because of the things the salespeople said to persuade us to purchase this timeshare. We want answers. If we need to go to the Military Rights Board for help, that is assistance that is provided to me.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 9, 2022/10/19) */
  October 19, 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 of the financial hardships Mr.********* may be experiencing. We ask him to understand that Westgate has attempted to assist him on more than one occasion. In addition, we are sorry if Mr.********* 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 regard to his availability concerns, we ask him to refer to his signed and initialed Acknowledgement of Representations document, wherein he acknowledged he had the financial capacity to enter into the transaction. If he was not comfortable with the finances of the timeshare, he was within his rights to refrain from signing at any point.
  
  We understand the concerns Mr.********* may have regarding his maintenance dues and taxes (M&T). It is important to understand that M&T 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 each pays their fair share of the increase.
  
  Mr. ********* we ask Mr.********* to understand that one of the qualifications for a Voluntary Deed Back (VDB) is an account in good standing. As he does not meet this qualification, our position stands that his contract is valid and enforceable. While he is well within his rights to escalate his concerns as he sees fit, our position will remain unchanged regardless of the path chosen. Although our records indicate that Westgate has attempted to assist Mr.********* with his stated medical and financial hardships on several occasions, if the consumer requires further assistance, we encourage him to contact our Account Services Department at 1-888-999-0101. While they do not provide contract cancellation services, they are committed to helping him. He may also contact us at the email address below if any additional concerns arise.
  
  Respectfully,
  
  Amy P***** Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  [email protected]
  
  Ap/am