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, LTD

  915 Westgate Resort Road Gatlinburg, TN 37738

• 

  Westgate Myrtle Beach, LLC

  415 S Ocean Blvd Myrtle Beach, SC 29577-4053

• 

  Westgate Branson Woods

  750 Emerald Pointe Dr Hollister, MO 65672

• 

  Westgate Resorts LTD

  3534 E Sunshine STE K Springfield, MO 65807

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:08/08/2022

  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 reached out to Westgate and they are unwilling to assist me in the closure of my timeshare that I purchased from them. They gave me the option to transfer the owner but they have not responded to the request. In the same letter they stated that the contract is valid and legal I do not agree that this contract is legal as they were deceitful in having us sign this contract.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 9, 2022/10/21) */
  October 21, 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. and Mrs. ***********s complaint. We thank you for the opportunity to respond.
  
  Mr. ********, we understand that Mr. and Mrs. ********** do not agree with our responses, but we have responded fully to their concerns on multiple occasions, and our position remains unchanged. In addition, we do not have any documentation of them contacting us regarding the transfer of their timeshare interest. If they have documentation to show otherwise, we encourage them to forward it to the email address listed below.
  
  As advised, our position remains that Mr. and Mrs. ***********s contract is valid and enforceable. For further assistance, they may contact our Owner Relations Team at 1-800-925-9999 / option 4 for personalized help with all account matters.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  [email protected]
  
  Ap/bp/acs

• Initial Complaint

  Date:08/04/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a complaint against Westgate on 7/19/22 (complaint #************************************). I have been trying to get the link from them to track my complaint to see if Westgate received it yet. This is all regarding the letter I sent them on 5/20/22. I am trying to get out of my timeshare contract with them and they are not answering me at all. I really need to get a response from them in order to get out of this and I'm hoping you guys can help me with that.
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 9, 2022/09/08) */
  September 8, 2022
  
  
  ***************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: *************
  BBB Case # 90317822 / 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. ********, please be advised that a response to Mr. *****'s initial letter was sent on July 11, 2022, to the email address we have on file. This is the same email address he provided to the Better Business Bureau. We have not received any correspondence from Mr. ***** since his initial letter. If he has sent us correspondence that he feels we may not have received, we encourage him to send it again to the email address below. He may also send it by U.S mail to 2801 Old Winter Garden Road, Ocoee, FL 34761.
  
  In regard to Mr. *****'s request for cancellation, we ask him to understand 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 to contact our Account Services Department directly at 1-888-999-0101. While they do not provide contract cancellation services, they are committed to helping. He may also contact us at the email address below should any additional concerns arise.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  [email protected]
  
  Ap/sp

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get in touch with Westgate since I sent them a letter on 4/25/22. They lied to me about my timeshare and how I would be able to use it whenever I wanted. I am wasting all of my money on this timeshare that's not working. I want my money back and I want this timeshare cancelled. I need to get a response from them in order for this to happen so please help me get that.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/16) */
  August 16, 2022
  
  ****************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: ***********
  Case # ******** / Account # *********** / Issue # *******
  
  Dear Mr. ********,
  
  Westgate Resorts is in receipt of your correspondence regarding Ms.*****'s complaint. We thank you for the opportunity to respond.
  
  Mr. ********, please be advised that a response to Ms.*****'s letter was sent on July 7, 2022, to the email address we have on file. As a courtesy, we are resending it to the email address she provided to the Better Business Bureau. If her contact information has changed, we encourage her to update it in her Online Account Management (OAM) profile at www.westgateowners.com. She may also contact our Owner Relations Department at 1-800-925-9999, option 4 for assistance in updating it.
  
  We were disheartened to read that there may have been some misunderstanding regarding Ms.*****'s contracted ownership. Allow us to briefly explain her ownership in order to clarify exactly what she contracted with Westgate. On June 18, 2019, she purchased an ALL-season week in a Grand 2-Bedroom Villa for use every Even-numbered year with first occupancy in 2020 at Westgate Las Vegas Resort & Casino. 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. To improve the likelihood of securing desired travel dates, Westgate allows our owners to book reservations up to eleven (11) months in advance of their travel dates.
  
  Allow us to advise Ms.***** that our position remains as previously set forth in our initial correspondence, in that her contract is valid, enforceable, and not subject to cancellation. We understand it may be frustrating to learn that her contract cannot be cancelled. However, she does still have options. We encourage her to contact our Account Services Department at 1-888-999-0101 for any further assistance she may require with her account. While they do not provide contract cancellation services, they are committed to helping her. She is also welcome to contact us at the email address below should any additional concerns arise.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  [email protected] (Attn: Amy P****)
  
  Ap/gsc

• Initial Complaint

  Date:08/01/2022

  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.

  On May 12, 2022 I paid $155 to Westgate. The receipt said "luxury stays." Our deal was that if I attended a timeshare meeting I would get a 3 night stay at a hotel. They do all information through text. My phone stopped working and all text were lost. I no longer had any information regarding the hotel or the company or meeting. They never introduced their company name and I couldn't find their information. I searched for the luxury stay receipt and found it. It only stated the hotel information on the invoice. I found one number on the receipt, and I had called several times in June. I wanted to get details for the trip and the meeting that I had coming up in July. Every time I called it was "out of business hours" even though I called during business hours. I could never reach anyone. My trip was July 21-24th. I was supposed to check in to the Monumental Hotel Orlando on the 21st. June 12, I called the hotel and they confirmed my stay but didn't know anything about my time share meeting or what the company was that booked me. They gave me a third party number from a place called Agoda. This didn't sound familiar-I called anyway to ask as the hotel said this is the third party booking contact. I called, they didn't know about my meeting and where I needed to go for the meeting. Nor do they do time shares and couldn't help me with my reservation or anything. I arrived to the monumental hotel to ensure my stay was canceled as I couldn't find out where my meeting was and I didn't feel safe or comfortable at the hotel when I saw the condition. I asked the hotel again in person about contacts and other info. I called different numbers for over 4 hrs on the 21st. The 23rd they reached out saying I missed it and was in breach. They were unprofessional, harassing me, claiming I lied about trying to contact them, and threaten to send me to collections with no end and want to charge me more money for a stay that never happened, that I breached a contract that I didnt sign.
  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/08/10) */
  August 10, 2022
  
  
  ***************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: ************
  Case # ******** / Issue #********
  
  Dear Mr. *********
  
  Westgate Resorts is in receipt of your correspondence regarding Ms.*******'s complaint. We thank you for the opportunity to respond.
  
  Mr. ********* while we were disheartened to read of the issues Ms.******* experienced, we ask her to understand that we could not find any record of her in our system. Upon review of the additional information she submitted, it seems that she booked her reservation through a third-party company not affiliated with Westgate Resorts; therefore, we recommend that she reach out to that company directly for further assistance.
  
  Should Ms.******* find any additional information that directly refers to Westgate, she is welcome to contact us at the email address below.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  [email protected] (Attn: Amy P****)
  
  Ap/gsc

• Initial Complaint

  Date:07/28/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please see attached summary. I filed a complaint in the incorrect BBB. They explained to me my case would be transferred. These are the numbers they provided me:*********. Pleas contact me I filed this complaint weeks ago
  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 9, 2022/08/08) */
  August 8, 2022
  
  
  ***************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: ************
  Case # ******** / Account #************ / Issue #********
  
  Dear Mr. *********
  
  Westgate Resorts is in receipt of your correspondence regarding Ms********'s complaint. We thank you for the opportunity to respond.
  
  Please be advised that Westgate has been in contact with the consumer, and we are pleased to inform you that an amicable resolution has been reached.
  
  You may consider this Westgate's response.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  [email protected] (Attn: Amy P****)
  
  Ap/gsc
  
  
  Consumer Response /* (3000, 11, 2022/08/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Yes I did receive a refund for my deposit, however I have not received confirmation in writing that my contract was canceled nor have I spoken with anyone from Westgate Resorts. No one called me and said anything. I checked my account and saw the refund. I need written confirmation my contact is canceled.
  
  Confirmation of cancellation can be sent**********************
  
  Business Response /* (4000, 13, 2022/08/12) */
  August 12, 2022
  
  
  ***************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: ************
  Case # ******** / Account #************ / Issue # *******
  
  Dear Mr. *********
  
  Westgate Resorts is in receipt of your correspondence regarding Ms********'s complaint. We thank you for the opportunity to respond.
  
  Mr. ********* please be advised that the documentation requested by Ms******** has been sent to the email address she provided. If she has any further questions, she is welcome to contact us at the email address listed below.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  [email protected] (Attn: Amy P****)
  
  Ap/gsc

• Initial Complaint

  Date:07/28/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are reaching out for help. We have been in correspondence with Westgate on several different occasions on seeking a cancellation for our timeshare ownership. They have denied usany type of offer and have dismissed our feelings and concerns try to make us feel as if they arenot valid. We have gone into detail about what the issues are, and they say that they have done research and all is good on their end. That is just not the case at all. We have paid them lots of money, and they are treating us horribly. The last letter we received from them stated, "Again, Westgate considers this matter fully researched, responded to, and closed. We will no longer beresponding to any further correspondence regarding this matter." This is absolutely not okay, they expect us to continue paying them and keeping them in business, when they will not even help us with our problems. We are seeking a full cancellation of our timeshare ownership. Please help us get through to them. Our Account # is XXXXXXXXXXX. Thank you for your time and consideration on this matter.****** and ********* ****** *****

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 12, 2022/09/07) */
  September 7, 2022
  
  
  Miguel Irizarry
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: Thomas *****
  BBB Case # XXXXXXXX / Account # XXXXXXXXXXX / Westgate Case # CSXXXXXXX
  
  Dear Mr. Irizarry,
  
  Westgate Resorts is in receipt of your correspondence regarding Ms. *****'s complaint. We thank you for the opportunity to respond.
  
  Mr. ********* we were disheartened to read that Mr. ***** is not satisfied with the assistance he has received thus far from Westgate. We always hope to provide our owners with the highest level of customer service, and we are sorry if he feels as if we have not met that standard for him.
  
  We ask Mr. ***** to understand that he has provided no new concerns for us to research and respond to, nor has he provided any documentation in support of his previous claims. We understand that he is not satisfied with our response, but that does not negate our position, which remains as previously advised. His contract is valid, enforceable, and not subject to cancellation.
  
  If Mr. ***** requires further assistance, we urge him to contact our Account Services Department at X-XXX-XXX-XXXX to avoid default per the terms of his contract. He may also contact us at the email address below should any additional concerns arise.
  
  Respectfully,
  
  Amy ****** Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  *******************@wgresorts.com
  
  Ap/am

• Initial Complaint

  Date:07/25/2022

  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.

  We purchased a contract through Grandvista now owned by Westgate that was said to let us vacation anywhere we wished in the world. We tried to book a vacation for two years with no luck. We were told during our attempts to book that we had to schedule a year in advance because the availability was nonexistent. That's not what we agreed to buy. My wife was diagnosed with brain cancer three years later. We have not been able to explore our options since. Her condition has limited our ability to travel and live our lives like before. I have been in contact with Westgate for two years trying to get out of this contract. I have made payments for almost 20 years regardless of not being able to use this and also in spite of being deceived. Westgate has barely responded to any of my emails. If I do get a response it was the same email denying my request to get out of this agreement with no personal feel to any response. I have shared our tragic events leading up to this decision to end our contract with Westgate along with handing out my money to them for what? At one point I was told not to contact Westgate because we did not purchase through them, however, Westgate assumed ownership over Grandvista. I requested information on who to send our concerns to and never heard back. The last response I got from Westgate in January was no different. It was noted in this letter that my concerns were addressed (they were not) and that "Westgate's position remains that the contract is valid, enforceable, and will not be cancelled. One of Westgate's main goals is to assist our owners in realizing the full potential of their timeshare ownership, as the real value is in the time spent with your loved ones and the memories you can create together as a family." This broke my heart as I have expressed many times the reason we want out of this is mainly due to my wife's brain cancer diagnosis/memory loss and inability to travel because of her disabilities she developed since 2005.
  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 9, 2022/08/17) */
  August 17, 2022
  
  
  ***************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: ************
  Case #********* / Account # ********** / Issue #********
  
  Dear Mr.**********
  
  Westgate Resorts is in receipt of your correspondence regarding Mr. *******'s complaint. We thank you for the opportunity to respond.
  
  Mr.********** we were disheartened to read of the hardships Mr. ******* and his family may be experiencing. He is a valued member of the Westgate community, and we always hope to assist our owners to the best of our abilities. To clarify, the consumer has previously been made aware that his sales claims are not only time-barred but against the previous developer. Westgate is in no way responsible for what the consumer alleges he was pitched; however, we are required to honor the contractual terms as written.
  
  Allow us to advise Mr. ******* that his contract remains valid and enforceable. If he has any additional concerns, he is welcome to contact our Owner Relations Team at 1-800-925-9999, option 4 for personalized assistance with all account matters.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  [email protected] (Attn: Amy P****)
  
  Ap/gsc
  
  
  Consumer Response /* (3000, 11, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is absurd and exactly what we are referencing in our original complaint to the BBB! Westgate has said the same thing in their response as I mentioned in the original complaint as if I predicted exactly what as going to be said. Westgate mentioned they are not responsible for our WESTGATE TIMESHARE because they were not the ones who sold it to us however they are obligated to keep us bound to this contract? Westgate took over ownership of GrandVista who sold us the contract, meaning they took responsibility of the owners and past actions of GrandVista including our claims of how we were sold this timeshare that Westgate is denying! Westgate mentions they also care and want to assist all of their owners to the best of their abilities. We have received NO assistance from Westgate. They shove us off saying each time that they cannot help because we purchased with GrandVista and not to bring our concerns to Westgate. Their response to this BBB complaint is a prime example of what we have experienced in our prior communication with Westgate. They do not want to be bothered by us and say they cannot help us, yet they enforce this contract on us regardless. Who are we suppose to communicate with if not Westgate (the company holding us in this contract) about the misrepresentations of this timeshare we were force fed? We know Westgate has canceled contracts or helped other owners out of their obligations because it is on their own website. Why can we not be helped? What do the other owners have that we do not qualify for the same opportunity?
  
  
  Business Response /* (4000, 15, 2022/09/09) */
  September 9, 2022
  
  
  ***************
  Consumer Affairs Representative
  BBB of Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  Re: ************
  BBB Case #******** / Account #********** / Westgate Case #*********
  
  Dear Mr.**********
  
  Westgate Resorts' corporate office is in receipt of your additional correspondence with regard to Mr. *******' complaint. We thank you the opportunity to respond once again.
  
  Mr.********** while it is very unfortunate that Mr. ******* may disagree with our response, we ask him to understand that Westgate has reviewed and responded appropriately to him in the same manner, as he continues to present the same concerns. Please clarify to him that Westgate has an obligation to perform by adhering to the deeded occupancy rights just as he has an obligation to do the same as the consumer with the usage rights. This includes his maintenance assessments for as long as there is a timesharing plan.
  
  We would also like to clarify that any release consideration for a valid contract is at Westgate's discretion, not guaranteed, and depends on numerous internal factors. We can assure you that Westgate does assist owners to the best of our capabilities whenever possible.
  
  As advised to Mr. ******* on multiple occasions, please know that Westgate's position must remain as previously set forth. We appreciate the opportunity to reply.
  
  Respectfully,
  
  Andrea C******, Executive Team
  Owner Relations Correspondence
  [email protected] (Attn: Andrea C******)
  
  Acs/bp
  
  
  Consumer Response /* (4200, 17, 2022/09/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We disagree with Westgate's response (Andrea C******) and present the same concerns because there was no answers in ANY of your prior responses/Westgate's responses nor are there any in this one. All you say is you don't have to give me any options out because that is your choice. How unprofessional and immature just as we experienced in our first interaction with the sales representatives that are now your responsibility who sold us this. We wouldn't be here complaining if it weren't for them, yet you state you have no responsibility in the matter yet will hold us responsible. For over 20 years we have been paying our dues despite not being able to resolve any of our issues, despite my wife's cancer, despite the lies, and despite being ignored by Westgate to this day. We have kept our end of the deal compliant further than anyone we know would go at this point. Westgate states the claims are time barred and we had a rescission period that is state mandated for contract cancelations. What are the exceptions for when the contract has not been fulfilled? What then? We will continue to seek a refund of our 20 years of payments made to WESTGATE until WESTGATE resolves this and actually responds appropriately for once. We would like for someone who has jurisdiction to get things done to look into this. We are sending in the same responses we have received from Westgate proving there was never any actual assistance given.

• Initial Complaint

  Date:07/23/2022

  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.

  On July 12, 2020 my Husband and I purchased Westgate Vacation Villages Timeshare. At first we told the salesman it wasn't the best time due to financial limitations. He told us how we could use the property as an investment. He told us where we could advertise the unit and how to profit from it. Around early 2021, in multiple failed attempts to gain profit the property now became a liability. On March 18, 2021. We finished paying all the deposits and unfortunately officially became owners. Come May 2021, I was laid off from work due to Covid, which we took a huge financial lost. Westgate did not offer us any hardship options, just to make pymt arrangements. In August 2021, I was in a severe car accident and was injured badly, causing my husband to take a FMLA. He called owners relation to claim the unemployment insurance we have been paying and was in an escrow acct. as stated in our contract. He was told they had no recollection of such program. As a result we fell into a huge default, causing my husband's credit and mines to crumble. We weren't allowed to receive a first time home loan for up to 7yrs due to the negative remarks Westgate placed. On November 12, 2021 our apt suffered an electrical fire we lost everything! We pleaded to Westgate that we have 5 children can they do anything to help, any hardship program. We were told all they can do is setup a pymt plan. At the end of Nov. we paid everything we owed them with some of our insurance settlement. They never removed their remarks on our credit to reflect. It made finding another home impossible. But God was merciful and we found one who did with a large deposit charge. I have been trying for over a year now to have them cancel our contract and refund all our money due to a breach in contract. We never received our title/title insurance as stated we were suppose to after 180days. I have the proof that states if not received we can cancel and be fully refunded. Please help us! These people ruined our lives!
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 12, 2022/08/31) */
  August 31, 2022
  
  
  ***************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE:**************************
  Case # ******** / Account # *********** / Issue #********
  
  Dear Mr.**********
  
  Westgate Resorts is in receipt of your correspondence regarding Mrs. **************'s complaint. We thank you for the opportunity to respond.
  
  First, due to the fact that timeshare real estate sales are highly regulated and contractual in nature, the Developer requires all owners to complete the Acknowledgment of Representations document. With this document, the Developer strives to eliminate the possibility of any misunderstandings with regard to what may have been presented to owners, which may have influenced their decision to purchase. Acknowledgments #3 and #5 show 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. Mrs. ************** received a copy of this document on the day of sale.
  
  Contrary to the allegation presented, Mrs. ************** and her husband were provided all the information and forms necessary to file their claim for their unemployment insurance. Based on their admission in calls, they were denied; Westgate has no control over whether or not their claim was accepted. In addition, we can confirm for you that payment plans are a form of hardship assistance. We are sorry if the consumer was not satisfied with the hardship assistance she was offered.
  
  Mr.********** the title insurance clause they are referencing is for when closing has been completed. Closing is evidenced by the recording of the Deed. After signing, Westgate has 36 months to deed an owner's account. Once the deed has been recorded, Westgate then has 180 days to provide the title insurance accordingly. As such, our position stands that there has been no breach of contract, and Mrs. **************'s contract is and will remain valid and enforceable. The credit reporting will not be altered.
  
  Should Mrs. ************** require further assistance, we encourage her to contact our Account Services Department at 1-888-999-0101. While they do not provide contract cancellation services, they are committed to helping her. She may also contact us at the email address below should any additional concerns arise.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  [email protected] (Attn: Amy P****)
  
  Ap/gsc
  
  
  Consumer Response /* (3000, 17, 2022/09/02) */
  I do not agree with the response given by Westgate. On July, 12, 2020. We was in fact, told by Westgate's Sr. Sales Agent Laurent, that if we purchased a timeshare with them we could use our 3 weeks to make extra income. He explained that we could advertise the rental on *********** and on our ******** page. Which is the only reason we agreed to purchase the timeshare. Secondly, my husband and I both, took out the unemployment insurance. It was told to us, that it covered us up to 12months, if in any event we lose our job. When I lost my employment the end of 2020, I tried to utilize my unemployment benefits. I was told by a representative in owners relations that the insurance was only appointed to my husband. I tried to fight them on it but was unsuccessful because the contract only showed my husband's signature for the benefits. In which, I explained to the representative that Mr. Alvaro L**** Westgate's Notary, who also went over all the documents with us in July 2020, stated my husband was considered the primary on the deed so they only needed his signature for that part of the document. The amount of the insurance was subject for two individuals, as to why it was $677.76 in total. This made our monthly payments higher. The representative on the phone then states: "I am sorry, but we can only go by what we see on the contract". Therefore, I was denied the claim. Close to the end of 2021, I was in a terrible car accident and as a result my husband had to take a Family Leave of absence from his employment. After a few months, the FMLA timeframe ran out and I was still in bad shape. My husbands employer had no choice but to put him on a leave with no pay. He then called Westgate to file for the unemployment insurance. He did not receive any forms. He was denied the benefits over the phone, and it was due to him not being the victim of the accident. We were outraged, because he was in fact, eligible for the benefits because he lost his job. Whether or not he was the victim of the accident should have not been a factor. That was not the clause of the insurance. I tried to speak to upper management, and was told by a gentleman name Will (who refused to give me his last name, and I quote: "Westgate doesn't allow us to give out our last name or first name, you can call the owner relations number and ask for Will they know who I am". After hearing my situation; Will says, I apologize but the only thing I can do is put you on a payment plan". We were out of luck! Around tax time in 2022, my husband and I paid everything we owed to Westgate. I was told our credit reports will reflect the payment within 30days. Not one month showed paid nor that our account was current. I have called owner relations so many times for Westgate to atleast update our report as promised. To show a positive remark on our report. No response. Come middle of 2022 after almost a year of losing my brother;having my son early, all as a result of post traumatic stress, in addiction to in recovery from my car accident my husband picked up a part time job that allowed him to work but also handle the other children when I couldn't. Not bringing in enough income, we fell behind in payments. Westgate hit our credit report within a month of being behind. I called owner relations to receive a payment plan option or a financial hardship. I was told the only thing that can be done is to push out the mortgage payment to the end of the following month of May. I tried another department and was told by their legal team, on the property cancellation side that there is in fact a financial hardship program Westgate has. The gentlemen also told me Westgate can only buy back the property if it's fully paid off. Which I asked can I simply surrender the property back to them with us taking a total lost. After hitting a dead end, I decided to read over my contract thoroughly to see if I could find information that discussed a hardship program. In my reading, I have found some variables that has not been discussed at signing. It was my first time hearing about property insurance. I phoned owner relations about this contractual agreement and asked why haven't we received our new title insurance by the State of Florida? The gentlemen name Will, I spoke with again stated and I quote: "it can take up to 2 years for the purchaser to receive their title insurance by the court". That Westgate has 2 years to file the deed. I firmly stated the contracts does not imply 2 years, it says 180 days from closing. I continued saying, this contract has been null and void long ago! That Westgate has been illegally accepting money from us. They have not followed the agreement that we have all signed. As a result, I would like a full refund of everything given to Westgate by us, along with our deposit in full, in addition to cancellation of the contract and removing themselves from our credit report. He did not have any words left to say there after, and went on in saying "the only options we have is a payment plan". I asked for his full name, he refused. I told him Westgate was a fraud. He then advised me to take legal action with Westgate's legal team. Having said this, I will reiterate my initial claim information whereas, anyone reading this can see the legality of my response and it's truth. As I stated in my first claim to the Better Business Bureau that Westgate's contract states on "Contract for purchase and Sale Page 2", section 9 "Condition of Title" and I quote from the contract: Seller shall convey title to Purchaser by Warranty Deed and shall record same in the Public Records of Osceola County, Florida. The Warranty of Deed shall designate a Unit which the Purchaser shall occupy and a Unit week during which the Purchaser shall occupy his unit. Seller shall provide Purchaser with insurable title, and Seller (Westgate) agrees to provide Purchaser (myself and husband) within one hundred eighty (180) days after closing (which was 3/18/2021), with an owners policy of title insurance issued by a title insurance company in Florida. The title insurance policy will be issued at no expense to Purchaser beyond the closing costs required pursuant to paragraph 7 hereof. This policy will contain details of any limitations on Purchasers title. Permitted limitations are liability for all taxes starting the year Purchaser acquires title; any restrictions covenants, limitations, reservations or easements of record; any restrictions, covenants, terms and other provisions of the Time Sharing Plan, and all Exhibits thereto, as may be amended: any Mortgage or other loan documents executed by Purchaser, and the general exceptions contained in the standard A.L.T.A owners policy of the title insurance. Further, the title policy issued to Purchaser shall specifically exclude coverage for any event whatsoever occurring with respect to the Time sharing plan, or any interest therein, caused by virtue of any preemption of State law, including, but not limited to, any of the provisions of Florida Statues, Chapters 721, or any of the terms and provisions of Chapter 11, United States code. In the event Seller is unable to provide title as provided for herein, Purchaser shall have the option of accepting title in its existing condition and of payment of the full purchase price whereupon no further claims may be made upon Seller, or, Purchaser may cancel this contract for Purchase and Sale and receive a full refund of all deposits paid in complete satisfaction of all claims against Seller. I say this again, we have not received the final title from Westgate. We have signed the Contract for Purchase and Sale on July 12, 2020. We did not have the deposit for the property as agreed upon, we only had $300 which we paid on the full deposit amount of $2,499.00 leaving us a remaining balance of $2,199.00. We were told on July 12, 2020 by Alvaro Lopez once the deposit for the property is paid in full we will then receive another Title that we will then need to sign stating we are officially closed on the property and will then be owners of the Timeshare.We paid the remaining deposit amount by debit card over the phone with Westgate owner relations representative on March 18, 2021.We never received the official Title.We were not told it would be sent out to us. We never resigned the new warranty of Deed by the State of Florida, therefore making our contract inconsistent. In addition, the sales agent convinced us to believe this Timeshare could be used as a second income which breaks the law. Using false advertisement with the intent to gain a sale. we signed this contract under false pretenses as well as not receiving proper legal documentation to confirm our decision or having the right to a 10 day cancellation request. If Westgate will not comply with our initial request as mentioned in the f
  
  
  Business Response /* (4000, 19, 2022/09/16) */
  September 16, 2022
  
  
  ***************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE:**************************
  Case # ******** / Account # *********** / Westgate Case #**********
  
  Dear Mr.**********
  
  Westgate Resorts is in receipt of your additional correspondence regarding Mrs. **************'s complaint. We thank you for the opportunity to respond.
  
  Mr.********** we are sorry for any misunderstandings there may have been regarding Mrs. **************'s unemployment insurance (IUI). Per the terms of IUI, only one owner is covered. Additionally, by the consumer's own admission, her husband was on leave, not unemployed. As for her concerns surrounding her denial of coverage, this is something that must be discussed directly with the insurance company.
  
  We have already addressed the consumer's concerns regarding her Title insurance. As previously advised, Westgate has up to 180 days after closing to complete this process. Because closing has not yet happened, we are still well within the timeframe afforded by the contract to finalize it.
  
  In regard to her credit reporting allegations, we ask the consumer to understand that an account brought up to date does not negate the previous delinquency. The account's current status will be reported for the months the account was current, and not for any months it was not.
  
  Mr.********** we would like to advise Mrs. ************** that our position remains as previously set forth. While she is not required to accept any payment assistance options from Westgate, we have arranged for her to be able to contact Sandy Garavito directly for additional hardship assistance. She may call our Account Services Department at 1-888-999-0101 and ask to speak with her directly. She may also contact us at the email address below should any additional concerns arise, but we ask her to understand that any future correspondence of the same nature will be met with a similar response.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  [email protected]
  
  Ap/am
  
  
  Consumer Response /* (4200, 21, 2022/09/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Dear Mr.*******,
  
  Again, I do not agree with the result from Westgate. I have provided substantial information and proof for my allegations. They refuse to address them in its entirety. We have in fact, closed on our contract as of March 18, 2021 as stated on the copy of the contracted we were given. We refused to pay this sham company anymore money. We have spoken to Sarah in the past for payment arrangements. They are not hardship programs. It is simply a call whereas, we give a date to pay a very large amount. It is ridiculous, it's not the money. It is the fact this company aggressive thieves. They go after consumers who aren't as intelligent in the timeshare world, they sale them anyway they can, then stick them with an obscene bill. That being said, our situation is way past buyers remorse. We have actually been cheated out of our money for a long time. My husband, started out on leave but called Westgate when he "actually" became unemployed. He informed them that the reason for his unemployment was due to the accident I was in and him running out of FMLA and was still needed for my recovery. Which he inform his employer the situation, as a result he had no choice but accept being laid off. Which he tried everything not to be let go from work. He even provided a doctor's note from my physician explaining I am on a long journey from recovery. He explained this to Westgate unemployment insurance company to which we paid an extra amount each month. I believe they will do anything not to pay out. We were told this insurance covers your mortgage payments up to a year when one becomes unemployed. Not only did my husband fall under the required eligibility but he was told he will not receive the insurance because he was not the one who was in the accident. They did not even consider that he was unemployed. Nevertheless, this is way too much back and fourth. I see now Westgate will not be honorable. This company is terrible. Not one single dime will come their way from us every again. However, I know how this goes, after doing a severe research on Timeshare companies especially Westgate, there is no way they would let anyone out of their contract. Doesn't matter if we have proof or not. Therefore, we will be filing a civil lawsuit!!

• Initial Complaint

  Date:07/20/2022

  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.

  I was flat out lied to by the timeshare presenter. It was presented as a real estate investment and has just been a huge money pit with no way out. Want this canceled or I'll be hiring a lawyer
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 9, 2022/08/09) */
  August 9, 2022
  
  
  ***************
  Consumer Affairs Representative
  BBB of Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: ************
  Case ********** / Account # *********** / Issue #********
  
  Dear Mr.**********
  
  Westgate Resorts' corporate office is in receipt of your additional correspondence concerning Ms. *****'s complaint.
  
  Mr.********** we are saddened to read that the consumer no longer wishes to be an owner with Westgate Resorts and how she has not been able to use her timeshare ownership as it was intended. We deeply value her relationship with Westgate Resorts and are committed to providing her with the highest level of service.
  
  Due to the fact that timeshare real estate sales are highly regulated and contractual in nature, we have examined the documents Ms. ***** signed at the time of purchase. Please understand, it is not possible to validate verbal communications she may have had with the sales agent; therefore, the Developer requires all owners to complete the Acknowledgment of Representations document. With this document, the Developer strives to eliminate the possibility of any misunderstandings with regard to what may have been represented to Ms. *****, which may have influenced her decision to purchase. Upon review of this document, Ms. *****'s signature indicates that she understood there had been no representations made regarding the investment or resale potential of her timeshare. Additionally, the Public Offering Statement 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 may be sold". As an owner, Ms. ***** is able to use, rent, will, or sell her property; however, this activity would occur at her discretion as Westgate does not have a rental or resale program.
  
  Mr.********** Westgate's position remains that the contract is and will remain valid and legally enforceable. Her cancellation request is respectfully denied. We encourage Ms. ***** to contact Westgate's Owner Benefits Department at 1-800-372-0216 for further assistance with her account.
  
  If we may be of further assistance, she may contact us at the email address listed below.
  
  Respectfully,
  
  Joely R********, Executive Team
  Owner Relations Correspondence
  [email protected] (Attn: Joely R********)
  
  Jr/gsc

• Initial Complaint

  Date:07/18/2022

  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.

  We received a room for the past two years that was dirty and unsanitary. Once during Covid and then they attempted to make it up to us but this year given us an upgrade. Check in is at 4 I asked to be moved and they were accommodating and said it would be done by 4:20om the latest and that someone would call when my room was ready two hours and 15 minutes later and still no one called. I came to check and they are saying we have to wait until 8pm. I am beyond disgusted with this time share and their lies.
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/07/29) */
  July 29, 2022
  
  
  ***************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: ************
  Case # ******** / Account # ********** / Issue # ********
  Dear Mr. ********,
  
  Westgate Resorts is in receipt of your correspondence regarding Ms.*******'s complaint. We thank you for the opportunity to respond.
  
  Mr. ********, please be advised that we were unable to find the reservation Ms.******* was referring to in her complaint. If she has additional information about her concerns, such as a reservation number, we urge her to forward it to us at the email address listed below so we may research and respond accordingly.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  [email protected] (Attn: Amy P****)
  
  Ap/gsc
  
  
  Consumer Response /* (3000, 7, 2022/07/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The reservation is under ***** ********, I stayed in room ****** building***
  
  
  Business Response /* (4000, 9, 2022/08/04) */
  August 4, 2022
  
  
  ***************
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: ************
  Case # ******** / Account # ********** / Issue #********
  
  Dear Mr. ********,
  
  Westgate Resorts is in receipt of your additional correspondence regarding Ms.*******'s complaint. We thank you for the opportunity to respond.
  
  Upon review of the information Ms.******* provided us with, we were able to locate the reservation she was referring to in her initial complaint. We found in the comments of this reservation that the consumer chose to select an alternate unit that was not ready at the time of her check-in. She was advised of the wait and still chose to proceed with waiting for the alternate unit; therefore, no compensation will be offered.
  
  We thank you for the opportunity to be of service. Should Ms.******* have any additional concerns, she is welcome to contact us at the email address below, but we would like to advise her that any future correspondence of the same nature will be met with a similar response.
  
  Respectfully,
  
  Amy P****, Executive Team
  Owner Relations Correspondence
  [email protected] (Attn: Amy P****)
  
  Ap/gsc