Business Profile

Timeshare Companies

Central Florida Investments, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

648 total complaints in the last 3 years.
222 complaints closed in the last 12 months.

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Submit a Complaint

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:02/12/2025
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 uploaded my letter of cancellation to Westgate
Business Response
Date: 03/05/2025
March 5, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************

RE:****** and ***** ******
Complaint ID # ******** - Account # *********** - *********

Dear *** *************************************** Resorts is in receipt of your correspondence regarding *** and Mrs. ******* complaint. We thank you for the opportunity to respond.

***********, please be advised that we have previously addressed these concerns and our position remains unchanged in this matter. Nonetheless, we would also like *** and Mrs. ****** to understand thar we have no record of the calls they reference and would like to request documentation to serve as evidence for these claims, should *** and Mrs. ****** be able to provide such. We ask that they send this to our email address provided below. In the interim, the contract remains as valid and enforceable.

We thank you for the opportunity to be of service.

Respectfully,

***** *., Executive Team
Correspondence
Westgate Resorts
***********************************************************************************************************************************

Ak/am
Customer Answer
Date: 03/06/2025

Complaint: 22933591

I am rejecting this response because: we were pressured into this and I'm not sure what you are talking about with providing proof of calls the only thing in our letter ref to phone calls is our kids kept calling us wanting to know where we were and what was taking us so long.

Sincerely,

***** And ****** ******
Business Response
Date: 03/13/2025
March 13, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************

RE:****** and ***** ******
Complaint ID # ******** - Account # *********** - *********

Dear *** *************************************** Resorts is in receipt of your correspondence regarding *** and Mrs. ******* complaint. We thank you for the opportunity to respond.

***********, regarding any confusion surrounding the call, please allow us to remind *** and Mrs. ****** that in their previous correspondence, they stated that, "after coming back home we got to talking to friends of ours and they told us... you know you have like 10 days or so to turn it back in and cancel it. So, we called the office and they told us we missed it by one day. We were not told that at the time of purchasing the timeshare from anyone because we would have cancelled before the deadline for sure."As such, we again ask that they provide supporting documentation to confirm these claims so we may proceed to review them. Keep in mind that they were notified of the rescission period in the contract documents. All other remaining claims have been previously addressed. In the interim, the contract stands valid and enforceable, and Westgates position remains unchanged.

We thank you for the opportunity to be of service.

Respectfully,

***** *., Executive Team
Correspondence
Westgate Resorts
***********************************************************************************************************************************

Ak/bp
Customer Answer
Date: 03/13/2025

Complaint: 22933591

I am rejecting this response because:

Sincerely,

***** And ****** ******
Ok I understand that phone call. We made it to the resort and asked them could we cancel the contract and we were told just that ...we missed the deadline unfortunately. And of course we do not have any documentation that call was made almost 3 years ago, why would we have documented that it was a simple phone call. It may be in the contract that they don't give you time to read thru while signing and no they do did not tell us while we signing the papers that oh you have ************************************************************************************** time.
Initial Complaint
Date:02/10/2025
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 am filing a complaint against Westgate Resorts due to their lack of assistance and refusal to provide any relief despite my ongoing financial hardships.I simply cannot afford to keep paying for this timeshare. My family is facing serious financial and medical challenges. Our eldest daughter is severely ill, will likely never be able to work again, and has a young son to support. We have been covering all of her bills on top of our own. Additionally, ****** suffered a pulmonary embolism in 2016 and has lung impairment, making our financial situation even more difficult.Despite repeatedly reaching out to Westgate for help, I have been ignored. I have tried to work with them, but it has become clear that they are unwilling to work with me. At this point, I need their cooperation to cancel this timeshare so that we can focus on what truly mattersour familys well-being.I am asking for the BBBs assistance in getting Westgate to address this issue. If they continue to ignore me, I will have no choice but to escalate this matter further. I appreciate any help in getting a resolution.
Business Response
Date: 03/31/2025
March 31, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
**************************************************************************************

RE: ****** ********
Complaint ID # ******** Account # *********************

Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding ****** ********* complaint.We thank you for the opportunity to respond.

Mr. ********, first and foremost, we regret to read of the struggles Ms. ******** states she is currently facing. We are aware that when life brings unforeseen financial and medical challenges, it can lead to uncertain times. We wish to reassure her that we deeply value her relationship with Westgate Resorts and are committed to providing assistance to the best of our abilities.

Additionally, we are sorry to read about any difficulties or inconveniences Ms. ******** may have encountered while trying to receive assistance from our team. We wish for her to know that we have different departments within Westgate specifically dedicated to dealing with various aspects of her ownership, and our **************** Team can get her in contact with whichever one may apply. She may contact them at ************** / Option #4.

As for her request for cancellation, we ask *********** to understand that when purchasing an interest in deeded real estate property, she assumed certain responsibilities under the contractual documents that she signed and executed; therefore, no longer wishing to own the property does not negate the consumers contractual and financial obligations to her ownership. Moreover, Westgate is not in the practice of providing contract cancellation services based on owner request, nor is Westgate required to provide cancellation or release options once the state-mandated rescission period has lapsed. As such, Ms. ********* request is respectfully denied.

While we are unable to provide the resolution Ms. ******** seeks, Westgate is available to help. We encourage the consumer to contact our Contract Mediation Team at ************** for further assistance. While they do not provide contract cancellation services, they are committed to helping her. They will explore options that may be available to assist Ms. ******** with bringing her account current while keeping in mind any financial difficulties she may be facing.

We thank you for the opportunity to be of service.

Respectfully,

****** *., Executive Team
Correspondence
*********************************************************************************************************************************** (Attn: ****** *.)

Sb/am
Initial Complaint
Date:02/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a formal complaint against Westgate ***************************************** regarding my timeshare contract (Contract Number ***********). Despite multiple written requests for cancellation, Westgate has not provided a satisfactory resolution.I purchased my timeshare at Westgate Lakes **************************** in Orlando, Florida in 2008. Over the years, I have been subjected to high-pressure sales tactics, misleading promises, and unfulfilled assurances. I was pressured to attend owner update meetings, which consistently ran longer than promised, leading to additional purchases or upgrades under false pretenses. One such upgrade promised a larger unit to accommodate my family, but most Westgate locations could not provide the space promised, forcing me to pay for separate units.I was also told the upgrade would lower my maintenance fees and that Westgate would help me rent unused units. These promises were not honored. Instead, my fees continued to rise, and my attempts to contact Westgate for clarification were met with vague or no responses.Despite my repeated requests to cancel the contract, I have received no resolution. I am requesting immediate termination of my contract, release from future obligations, and a refund for payments made under false pretenses. I hope the Better Business Bureau can assist in resolving this matter and preventing further financial and emotional distress.
Customer Answer
Date: 02/20/2025
There are no other documents needed to submit at this time.
Thanks so much for your time,
Kojo & ***** *****
Business Response
Date: 03/06/2025
March 6, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************

RE:**** *****
Complaint ID # ******** - Account # *********** - *********

Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Ms. ****** complaint.We thank you for the opportunity to respond.

Mr.********* please be advised that, contrary to the claims presented, Westgate clearly and concisely communicated our position with regard to each matter expressed in Ms. ****** complaint. His failure to accept this in no way negates that it was communicated by our office, and will not change our stance on these matters. As such, please know we will be forwarding a copy of our previous response to Ms. ****** via the email on file, for her to review further. Absent any findings of wrongdoing, Westgate is not required to offer resolution of any kind, nor release; therefore, the contract remains as valid and enforceable.

For further assistance with his account, we highly encourage Ms. ***** to reach out to our ***************************** at **************. Please keep in mind that these referrals do not offer cancellation services, nor will provide an altered response.

We thank you for the opportunity to be of service. Should any further concerns arise following this response, please do not hesitate to reach out to us at the email below.

Respectfully,

***** *., Executive Team
Correspondence
Westgate Resorts
***********************************************************************************************************************************

Ak/am
Customer Answer
Date: 03/11/2025

Complaint: 22913527

I am rejecting this response because: It is the same formulaic response that they are continuously sending after not addressing the concerns I continue to raise. How am I suppose to believe that they have properly communicated and investigated my case when they are referring to me as ***** throughout their complaint response. They do not even know who they are speaking to, and I would venture that ***** at Westgate wrote that response to my complaint in less than a minute. How is it ethical that Westgate has people sign these predatory contracts and then send these generic responses to you? Furthermore, in this response Westgate indicates that they are not required to help me and my family. Why are they "highly encouraging" me to call into their mediation team if there will no mediation as their response will not change? That makes no sense and further indicates to me that Westgate is sending these types of letters to all their owners that are trying to exit these HORRIBLE agreements. I would bet the only option they would give me is to upgrade my agreement for more money because that is all they care about as a company. This agreement is simply not financially sustainable and the only thing that Westgate is good at is taking money out of their owners bank accounts. I continue to demand that Westgate conduct a serious investigation, and provide me with written confirmation that this timeshare agreement is cancelled.

Sincerely,

**** *****
Business Response
Date: 03/20/2025
March 20, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
**************************************************************************************

RE: **** *****
Complaint ID # ******** Account # *********** *********

Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Kojo ****** complaint.We thank you for the opportunity to respond.

***********, first and foremost, please allow us to sincerely apologize to ******** for our error in addressing him in our previous response. We wish to assure Mr. ***** that we deeply value his relationship with Westgate Resorts and are committed to providing him with the highest level of service.

Moreover,we regret to read of Mr. ****** continued dissatisfaction with Westgates previous responses. That being said, we ask him to understand that, while he may not like or agree with our previous responses, Westgate has previously addressed his concerns, and simply disagreeing with our position will not change it. As such, Westgates position remains as previously conveyed.

We know it can be frustrating for Mr. ***** to learn that his contract cannot be cancelled; however, we wish for him to know that we do want to help him. We ask for Mr. ***** to understand that our offer of assistance is something that provides him with additional resources and our department referrals will provide help to the best of their abilities. As such, while we cannot control whether Mr. ***** accepts our offer of help, we again encourage him to contact our Contract Mediation Team at ************** for further assistance regarding his ownership.

We thank you for the opportunity to be of service.

Respectfully,

****** *., Executive Team
Correspondence
*********************************************************************************************************************************** (Attn: ****** *.)

Sb/am
Initial Complaint
Date:02/06/2025
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 Attachment
Business Response
Date: 02/10/2025
February 10, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************

RE:German Leybinsky
Complaint ID # ******** - Account # *********** - *********

Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Mr. ********** complaint. We thank you for the opportunity to respond.

Please be advised that on January 13, 2025, Mr. ********** account was cancelled. He is no longer the owner-of-record, and has no further contractual obligations to Westgate Resorts.

We thank you for the opportunity to be of service. Our hope is that the consumer will remember Westgate Resorts for his future vacation needs or if he considers vacation ownership in the future.

Respectfully,

***** *., Executive Team
Correspondence
Westgate Resorts
************************************************************************

Ak/sp
Initial Complaint
Date:02/05/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was pressured into signing a provisional agreement to consider purchasing a timeshare but told as long as I informed my ***resentative the following day that I wasn't interested, I would be refunded the deposit and would not be on the hook for the timeshare. The following day, I informed the ***resentative. A few months later I saw that I was being charged for the vacation rental. I had not access emailed associated with account. When I was finally given the right contact info after months of trying to reach the resort, I was told it was too late to cancel. I explained the situation about the ***resentative and share my communication with the ***resentative but nothing was done. When I followed up they said they were unaware of the messages to the ***resentative and that it was too late so it didn't matter. If I had canceled, I should have been refunded. I have proof that I informed the *** I was not interested and should not have been charged per their policy. I need help getting a refund and getting out of the vacation rental completely.
Customer Answer
Date: 02/19/2025
Please reopen my case. I was waiting for an update from the resort but would like to proceed with this case.
Customer Answer
Date: 03/03/2025
Authorization Form
Business Response
Date: 03/20/2025
March 20, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
**************************************************************************************

RE: ******** *****
Complaint ID # ******** Account # *********** *********

Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding ******** ****** complaint.We thank you for the opportunity to respond.

Mr.********, please be advised that Westgate will be reaching out directly to ******** regarding her concerns.

We thank you for the opportunity to be of service.

Respectfully,

****** *., Executive Team
Correspondence
*********************************************************************************************************************************** (Attn: ****** *.)

Sb/am
Customer Answer
Date: 04/03/2025
Please reopen case. I have been waiting for the business. Every time I call they are unavailable.
Initial Complaint
Date:02/04/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We are deeply dissatisfied with our experience at the Westgate *****************************************, particularly with the unmet promises made during the upgrade process. At the time of the upgrade, we were assured of rental income opportunities and greater flexibility, but neither has come to fruition. Instead, we are now fully responsible for managing rental and resale options, which was not the understanding we had when we made our decision. This disconnect between what was promised and what is now being stated has led us to feel misled and frustrated. Additionally, the failure to offer a meaningful resolution to our concerns, despite our legitimate grievances, has further eroded our trust in Westgate. Given these unresolved issues and the severe health complications my wife is facing following a stroke, we are requesting the immediate cancellation of our contract and a refund of all payments made. Continuing with this agreement is no longer viable, and we feel that ending this arrangement promptly and canceling these contracts is the most reasonable course of action.
Business Response
Date: 02/18/2025
February 18, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************

RE:***** ********
Complaint ID # ******** - Account # *********** - *********

Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Mr. ********* complaint. We thank you for the opportunity to respond.

To address Mr. ********* claims regarding the alleged rental and resale promises,please recognize that the executed Proposal Review conveys Westgates position on such. We will be issuing a copy of this document directly to ************ via the email on file, for further review. Nonetheless, we can confirm that we have addressed the remainder of Mr. ********* concerns and our position remains unchanged.

While Mr. ********* contract is valid and we are unable to provide cancellation,rest assured that Westgate is willing to work with him during his hardship. We ask that he please reach out to our *************************** at ************** to request a hardship application. Please be advised, Mr. ******** will need to fully execute the application and submit all requested documentation to the address listed on the application. Westgate will not review any applications where supporting documents are missing. Once the application is reviewed, you will be notified in writing of Westgates decision.

We thank you for the opportunity to be of service.

Respectfully,

***** *., Executive Team
Correspondence
Westgate Resorts
************************************************************************

Ak/
Initial Complaint
Date:01/31/2025
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.
My husband and I were misled during the sales presentation. We were told we could use the timeshare immediately, but later discovered we couldnt use it until January 2025 after paying a maintenance fee. Additionally, we were not fully informed about the ongoing costs, which were much higher than expected.I also have health issues, which make traveling difficult. Despite sharing this with your representatives, we were still pressured into a purchase that we now regret. The lack of transparency and the financial burden has caused significant stress. we need out of this contract NOW very disappointed they are not listening our concerns or helping us in any way
Business Response
Date: 02/13/2025
February 13, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************

RE:******** ****
Complaint ID # ******** - Account # *********** - *********

Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Ms. ***** complaint. We thank you for the opportunity to respond.

Mr.********* please be advised that Westgate has addressed Ms. ***** concerns previously. While we regret to read of her feelings towards Westgate, please know that Westgates position remains unchanged. As such, we will be forwarding additional copies of our responses to Ms. ***** via the email address on file,for further review.

Ultimately,the contract, as written, remains valid and enforceable. Nonetheless, as we continue to deeply value Ms. ***** relationship with Westgate Resorts and remain committed to providing her with the highest level of service, we encourage her to reach out to our department referrals as they aim to provide owners with direct assistance with their accounts. While they do not offer cancellation services, we ask that Ms. **** please contact our ****************************** at *************** for direct assistance with the account.

We thank you for the opportunity to be of service. Should any further concerns arise following this response, please do not hesitate to reach out to us at the email address below.

Respectfully,

***** *., Executive Team
Correspondence
Westgate Resorts
************************************************************************

Ak/sp
Customer Answer
Date: 02/19/2025

Complaint: 22883770

I must express my deep disappointment. I cannot continue to go back and forth on this ******* am formally requesting the immediate cancellation of my ownership.
Please understand that I am very ill, and this situation is causing me unnecessary stress that I simply cannot handle. I do not have the ability to continue engaging in this process any longer. I need this matter resolved swiftly, with confirmation that my ownership has been fully canceled.
I ask that you show compassion and understanding by honoring my request. I am not seeking mediation or referralsI am asking for Westgate to do the right thing and release me from this obligation.
I look forward to your prompt response confirming my ownership has been canceled.
Sincerely,

******** ****
Business Response
Date: 02/27/2025
February 27, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************

RE:******** ****
Complaint ID # ******** - Account # *********** - *********

Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Ms. ***** complaint. We thank you for the opportunity to respond.

Please be advised that Westgate position on this matter remains unchanged, and the contract remains as valid and enforceable. Nonetheless, should Ms. **** have medical documentation to support her claims of hardship, we highly encourage her to reach out to our **************************** at **************,for a hardship assistance application. Ms. ***** choice to accept our offer of assistance or not is simply at her discretion.

We thank you for the opportunity to be of service.

Respectfully,

***** *., Executive Team
Correspondence
Westgate Resorts
************************************************************************

Ak/am
Customer Answer
Date: 03/07/2025

Complaint: 22883770

Thank you for your assistance in addressing my complaint. I am writing to respond to Westgate Resorts' correspondence regarding my situation.
While Westgate Resorts has maintained that the contract remains valid and enforceable, I would like to reiterate that my concerns are based on significant hardship, which I believe warrants consideration outside of the standard contractual terms. The request for medical documentation to support my claims of hardship, as stated by Westgate Resorts, is burdensome and does not address the core of my issue.
I am requesting that Westgate Resorts reconsider its stance and offer a more compassionate and reasonable resolution to my case. I am no longer able to continue with this ownership.
I appreciate your continued support in facilitating a fair resolution and look forward to your response.

Sincerely,

******** ****
Initial Complaint
Date:01/30/2025
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.
Our financial situation has significantly changed since we first entered into the timeshare agreement. We are now facing financial constraints that make it increasingly difficult to afford the ongoing maintenance fees and related costs associated with the timeshare. Continuing with this financial burden is not sustainable for us and is causing undue stress. Our personal circumstances have also shifted. These changes have impacted our ability to utilize the timeshare as originally intended, rendering it no longer practical or beneficial for our current lifestyle. Despite our initial enthusiasm, we have found it challenging to make full use of the timeshare. Booking availability, travel constraints and other logistical issues have limited our ability to enjoy the property as planned. As a result, the value I derive from the timeshare does not justify the ongoing expenses. The current market conditions for reselling or renting out the timeshare are unfavorable. Attempts to transfer or monetize the timeshare have been unsuccessful, further highlighting the impracticality of maintaining the contract. After careful consideration, I have decided that exiting my timeshare contract is the most prudent course of action.
Business Response
Date: 02/05/2025
February 5, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
**************************************************************************************

RE: Rasheam and ****** ********
Complaint ID # ******** Account # *********** *********

Dear *** *************************************** Resorts is in receipt of your correspondence regarding Rasheam and ****** ********* complaint.We thank you for the opportunity to respond.

***********, regarding *** and Mrs. ********* availability concerns, we wish to remind the consumers that they contracted usage rights of a floating week,which allows them the flexibility to book within their contracted season, as they are not confined to a specific week. Moreover, as reservations are based on availability, to improve the likelihood of securing desired travel dates,Westgate allows owners to book reservations up to eleven (11) months in advance of their travel dates.

As for *** and Mrs. ********* request for exit options, we ask them to understand that when purchasing an interest in timeshare real estate property, they assumed certain responsibilities under the contractual documents that they signed and executed therefore, no longer wishing to own the property does not ****** their contractual and financial obligations to their ownership. Moreover,Westgate is not in the practice of provide contract cancellation services based on only request, nor is Westgate required to provide cancellation once the state-mandated rescission period has lapsed. As such, their request is respectfully denied.

We truly regret to read of the struggles *** and Mrs. ********* state they are currently facing. While we are unable to provide the resolution they seek, we wish to assure them that Westgate remains available to help.

We thank you for the opportunity to be of service.

Respectfully,

****** *., Executive Team
Correspondence
************************************************************************ (Attn: ****** *.)

Sb/am
Customer Answer
Date: 02/05/2025

Complaint: 22878864

I am rejecting this response because: Theyre saying they wish they could help, but arent helping at all. If we dont have the funds to continue paying the mortgage how can we have funds to take a vacation. What are we suppose to pay a mortgage and lose our rented apartment. Westgate basically trapped us in a contract without giving us the whole truth behind it. Not only them but their third party affiliates as well. It not as if we werent current in our payments when the hardship took place. We are stuck in a contract that we cant afford to pay and live everyday with a roof over our heads.

Sincerely,

Rasheam/****** *******
Business Response
Date: 02/11/2025
February 11, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
**************************************************************************************

RE: Rasheam and ****** ********
Complaint ID # ******** Account # *********** *********

Dear *** *************************************** Resorts is in receipt of your correspondence regarding Rasheam and ****** ********* complaint.We thank you for the opportunity to respond.

***********, we regret to read of *** and Mrs. ********* dissatisfaction with Westgates previous response. We wish for them to know that Westgate is committed to providing them the highest level of service, and we are sorry if they feel as though Westgate has not met that standard.

That being said, while they may not like or agree with our response, Westgate has addressed their concerns, and any disagreement will not change our position. As such, Westgates position remains that *** and Mrs. ********* contract is valid.

We thank you for the opportunity to be of service.

Respectfully,

****** *., Executive Team
Correspondence
************************************************************************ (Attn: ****** *.)

Sb/sp
Customer Answer
Date: 02/11/2025

Complaint: 22878864

I am rejecting this response because:

Sincerely,
Westgate lied to us originally and they are trying to keep us locked in a contract we cant afford. We will pass this on to our attorneys. Its heartless of them to want us to be homeless just to continue paying for a mortgage for a plan we cant live in daily. I wished it was a way they wouldve helped up rectify the situation. I guess we will have to continue through the courts, meanwhile this is frustrating and ruining our credit.
Rasheam/****** *******
Initial Complaint
Date:01/30/2025
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 am writing to formally file a complaint against Westgate Resorts regarding my timeshare experience, which has been extremely disappointing and frustrating. I purchased my first timeshare in May 2012, and after attending a sales update at the ****************************************************, I was persuaded to upgrade my contract under the false belief that it would provide me with more flexibility and opportunities to rent out time on the open market. Instead, my experience has been nothing short of a nightmare.Over the years, I have repeatedly been told by Westgate that there were issues with my contract that could only be fixed by further purchases and upgrades, including being told I needed to switch to a deeded week for more availability. Despite these assurances, I have never been able to use the property for myself, and each time Ive tried, Ive had to pay additional fees to stay at Westgate resorts. To make matters worse, my most recent stay in October 2021 at the Westgate Town Center was appalling. The room was dirty, outdated, and poorly maintained, which is unacceptable given the substantial amount of money Ive spent on purchases, interest, and maintenance feesover $70,000 in total.I am beyond frustrated by the lies and misleading sales tactics used throughout my ownership experience. Each interaction with the resort only resulted in further pressure to spend more money, with no improvement in the service or availability. Despite my efforts to resolve this issue directly with Westgate, I have yet to receive a satisfactory response or resolution. I am requesting to be released from this contract and absolved of any further liability, as I no longer wish to be a Westgate timeshare owner.I hope the Better Business Bureau can assist in bringing attention to this matter and ensure that no other consumers are subjected to these deceptive practices.
Business Response
Date: 02/13/2025
February 13, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************

RE:******* *******
       Complaint ID # ******** - Account # ********** - *********

Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Mr. ******** complaint.We thank you for the opportunity to respond.

Please be advised that Westgate has previously addressed Mr. ******** concerns and our position remains unchanged. Nonetheless, we encourage him to reach out to our ***************************** at ************** to see what options may be available to him regarding his account due to the delinquency being accrued. The contract stands valid and enforceable.

We thank you for the opportunity to be of service.

Respectfully,

***** *., Executive Team
Correspondence
Westgate Resorts
************************************************************************

Ak/sp
Customer Answer
Date: 02/14/2025

Complaint: 22877320

I am rejecting this response because:
The communications from Westgate have been extremely generic and have not address our issues. There must be a deeper investigation from someone than the correspondence or contract mediation. First, we want to clarify that we have consistently documented and presented specific issues related to the sale of our timeshare, including misrepresentations and omitted details made during the sales presentation. We are disappointed that these issues have not been fully recognized or addressed in your any of Westgates responses. Your statement that we have not provided new information is inaccurate, as we have repeatedly outlined discrepancies between what was promised and what has been delivered. It seems that, rather than addressing these core concerns, the focus of your response has been on reiterating the validity of the contract and emphasizing standard policies.
We acknowledge your points about the terms of the contract, but we must again emphasize that the experience and promises we were led to believe were not reflected in the documents youve provided. We feel that these misrepresentations fundamentally influenced our decision to enter into the agreement, and we are still left with unresolved concerns that have not been adequately addressed.
Although we understand that you believe the contract is legally enforceable, we remain steadfast in our position that we wish to terminate the agreement. We are not seeking to continue discussions through your Contract Mediation Team or any other channels that do not directly address the substantial issues weve raised. Our request for cancellation of the timeshare agreement stands, and we ask that you provide a clear confirmation that our request is being processed, along with any necessary steps on our part to conclude this matter. We hope to resolve this matter promptly and without any further delay, as we continue to feel that the initial promises made to us have not been fulfilled in a meaningful way. Thank you for your time and attention to this matter. We look forward to your swift confirmation.

Sincerely,

******* *******
Business Response
Date: 02/27/2025
February 27, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************

RE:******* *******
       Complaint ID # ******** - Account # ********** - *********

Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Mr. ******** complaint.We thank you for the opportunity to respond.

While Mr. ******* may disagree with our responses, please be advised that Westgates position stands that, absent supporting documentation to confirm his allegations,the contract remains valid and enforceable.

Westgate is unable to control whether Mr. ******* chooses to accept our offer of help,however, we again reach out to assist him. For further assistance with his account, we highly encourage Mr. ******* to reach out to our ***************************** at **************.

We thank you for the opportunity to be of service. Any further inquiries of a similar nature will be met with the same response.

Respectfully,

***** *., Executive Team
Correspondence
Westgate Resorts
************************************************************************

Ak/bp
Customer Answer
Date: 03/06/2025

Complaint: 22877320

I am rejecting this response because: In their most recent response, Westgate maintains that the contract remains valid and enforceable due to a lack of supporting documentation confirming our allegations. This position is both incorrect and frustrating. We have consistently provided clear documentation of the issues and discrepancies between what was promised during the sales presentation and what is reflected in the contract. Westgate's failure to acknowledge or address these concerns in any meaningful way is disappointing. Instead, they continue to assert that we have not presented new information, which is inaccurate. Their response merely reiterates the validity of the contract without addressing the heart of the issue: the deceptive and misleading sales practices we encountered.
Furthermore, Westgates suggestion that we engage with their ***************************** is neither appropriate nor helpful. We are not seeking to continue discussions through this department or any other avenue that does not directly address the substantial concerns weve raised. Our request remains clear: we seek to cancel the timeshare agreement due to the misrepresentations and omissions made during the sales process, which we believe invalidate the agreement.
In their response, Westgate also stated that "any further inquiries of a similar nature will be met with the same response." This response indicates a lack of willingness to resolve our issue or take our concerns seriously. This dismissive attitude towards our repeated efforts to address the matter is unacceptable, and it is clear that Westgate is not making any attempt to resolve the situation to our satisfaction.
We are requesting that the Better Business Bureau assist us in ensuring that Westgate takes our concerns seriously and provides us with a clear path forward to cancel the timeshare agreement. We ask that Westgate provide confirmation that our request for cancellation is being processed and offer specific steps to conclude this matter without further delay.

Sincerely,

******* *******
Business Response
Date: 03/14/2025
March 14, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************

RE:******* *******
       Complaint ID # ******** - Account # ********** - *********

Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Mr. ******** complaint.We thank you for the opportunity to respond.

Mr.********, please be advised that verbal allegations simply do not suffice when what was acknowledged in the contract wholly contradicts the claims presented. Absent clear and concise evidence to negate what was acknowledged by the owner in the executed documents, the written contract supersedes. Nonetheless, if Mr. ******* does have supporting documentation as he claims and has provided this and Westgate has overlooked it in some way, we ask that he please re-forward such for further review. In the interim, the contract stands valid and enforceable.

We thank you for the opportunity to be of service.

Respectfully,

***** *., Executive Team
Correspondence
Westgate Resorts
***********************************************************************************************************************************

Ak/bp
Customer Answer
Date: 03/24/2025

Complaint: 22877320

I am rejecting this response because: I must express my continued dissatisfaction with the way this matter has been handled, particularly in light of your assertion that the contract remains valid and enforceable due to an alleged lack of supporting documentation. This position is not only incorrect, but also frustrating. We have repeatedly provided clear documentation that outlines the discrepancies between what was promised during the sales presentation and what is reflected in the contract. Westgate's failure to address these concerns, or to acknowledge the validity of the evidence we've provided, is troubling. Instead of engaging with the core of the issue, which is the deceptive sales practices we encountered, your response simply reiterates the validity of the contract, which we believe to be invalid due to the misrepresentations made at the time of sale.
Westgate purposely misrepresented this timeshare contract to me and my family in order to basically siphon money out of account and offer no service at all. Westgates continued refusal to cancel this contract has only reaffirmed our opinions of this company and no matter what we say or document, they are continuously denying our requests with generic responses that they send to anyone for any reason.
Additionally, your statement that any further inquiries of a similar nature will be met with the same response is disappointing and dismissive. It suggests a lack of genuine willingness to resolve the issue, and it is clear that Westgate is not making any effort to satisfy our request. Once they get their claws in people, they will not relent until they are paid money that they do not deserve. We cannot stop seeking cancellation of this timeshare contract with Westgate, as we can no longer remain in this agreement due to significant financial strain. I do not know what more Westgate wants from me and my family, but we demand cancellation of this timeshare contract in writing.

Sincerely,

******* *******
Initial Complaint
Date:01/29/2025
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 am filing this complaint against Westgate Resorts ********************** due to misleading sales tactics, financial hardship, and the company's failure to provide a fair resolution to my cancellation request. Despite repeated attempts to resolve this matter, Westgate has not taken appropriate action, leaving us burdened with an unwanted timeshare.When we purchased our timeshare, we were subjected to high-pressure sales tactics. The presentation, which we were told would last 45 minutes, extended to nearly four hours, causing us to miss our flight. We were assured that the timeshare was an investment that we could rent or sell, yet we later learned that there is no buyback program. We were also misled about maintenance fees, which have increased unexpectedly. Incentives such as a tablet were offered, but the device stopped working within a month. Since purchasing the timeshare, we have never used it due to the difficulty and cost associated with booking.Our financial situation has worsened, and the stress from this contract has impacted our familys well-being. We have reached out multiple times to request a cancellation, citing financial hardship and misrepresentation, but Westgate has failed to offer a reasonable solution. Their lack of transparency and refusal to address these concerns have left us with no choice but to escalate this matter.We request the immediate cancellation of our contract and a full refund due to the misleading sales process and the financial burden it has caused. We urge the BBB to intervene and hold Westgate accountable for their deceptive practices.
Business Response
Date: 02/19/2025
February 19, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
**************************************************************************************

RE: ******* *****
      Complaint # ******** Account # *********** *********

Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding ******* ****** complaint.We thank you for the opportunity to respond.

Mr. ********* regarding Mr. ****** claim that he was allegedly advised that the purchased timeshare interest would have rental and resale potential, as it is not possible to validate verbal statements, 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 Mr. ****** which may have influenced his decision to purchase. Mr. ****** initials on the document show that he purchased this property for personal use, that there were no representations made regarding rental or resale potential, and that the Developer does not have a rental or resale program to assist him. Additionally, the Public Offering Statement (POS) 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. Furthermore, we ask ******** to refer to his Proposal Review, which he received a copy of on the day of sale, and clearly discloses that Westgate has no form of rental or resale program.

As for the remainder of Mr. ****** concerns,please be advised that Westgate has previously addressed them, and our position remains that his contract is valid and enforceable. For your convenience, you may find an additional copy below for your review.

While we are appreciative of Mr. ****** concerns, Westgate remains available to help. We encourage him to contact our Contract Mediation Team at ************** for further assistance regarding his ownership.

We thank you for the opportunity to be of service.

Respectfully,

****** *., Executive Team
Correspondence
************************************************************************ (Attn: ****** *.)

Sb/am

July 12, 2024

******* ***** and ****** ******
***************************
****************

Email: **************************************

RE: Account # *********** - *********

Dear Mr. ***** and *** *******

We appreciate your continued patience while we reviewed and researched your concerns. Please accept this as Westgates response. For your convenience, we have attached additional copies of the signed contract documents mentioned herein.

First and foremost, Mr. ***** and *** *******we are truly sorry to read about the difficult situation you are currently facing. We are aware of the challenges that some of our owners face and strive to provide the highest level of assistance. Additionally, we are sorry to read about any difficulties you may have encountered while trying to use your tablet as well as during your attempts to contact your sales representative. Please know that we have different departments within Westgate specifically dedicated to dealing with various aspects of your ownership. Our *************************** can get you in contact with whichever may apply. You may contact them directly at ************** / Option 4. Owners also have access to our online portal at ********************************* wherein they can also manage their ownership.

We sincerely apologize for any inconvenience you may have experienced due to the length of the
presentation you attended and if you felt pressured or uncomfortable in any way. Please remember that in order to receive the promised gifts, you were only required to attend the presentation for the agreed-upon time and had no obligation to remain past that time or to purchase.We ask you to understand that it would have been at your discretion to inform the sales staff or closing officer of any discomfort to ensure proper action was taken and refrain from purchasing if your concerns were not addressed to your satisfaction. While Westgate is a sales-driven company, at no point were you forced to stay or purchase a timeshare. Regarding the call you received,please be advised that our records do not indicate that you accepted an upgrade via phone call with Westgate Resorts. Still, should you have felt any discomfort during a phone
call, you were well within your rights to end it.

As for any verbal claim about investment potential, due to the fact that timeshare real estate sales are highly regulated and contractual in nature, we have examined the documents you signed at the time of purchase. Please understand that it is not possible to validate verbal communications you 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 about what may have been represented to you, which may have influenced your decision to purchase. Upon review of this document, your signature and initials indicate that you understood there had been no representations made regarding your timeshare's investment or resale potential. Further, Westgate does not have a buyback program for ownerstimeshares. Therefore, you would not have been advised of this option.

We also understand your concerns about the costs associated with your purchase; however, please be advised that you were provided the information needed to make a reasoned financial decision, as confirmed by your signatures on the Contract for Purchase and Sale (Contract), Closing Disclosure, and Note documents. Please understand that as the consumers, it was your responsibility to review the financial obligations related to the purchase to ensure that it fit within your financial means. As for the maintenance fees, it is important to understand that the fees represent the only source of revenue available to pay the cost of maintaining your home resort. Upon further review of the *** document, your signatures and initials confirmed that you were advised that the maintenance fees were estimated. This information is also disclosed in the Contract document.Additionally, the Closing Disclosure disclosed that the estimated taxes,insurance, and assessments can increase over time. The ****************** is responsible for calculating the resorts annual Budget and dividing it equitably among all the owners so that each one pays their fair share of the costs needed to preserve the integrity of the resorts services while keeping the costs as low as possible. Please understand that if the cost of goods and services required to maintain your home resort increases, this increase to the Budget is divided amongst all the resort owners so that each pays their fair share of the increase. Westgate encourages all owners to attend the annual OwnersAssociation Meeting to stay informed regarding the use of the budgeted funds and the Associations plans for the upcoming year. Owners also have the opportunity to ask questions and share any suggestions they may have to improve their vacation experience.

Our review has concluded that you were provided with full and fair disclosure of the purchase terms on the day of sale. This is evidenced by your execution and our delivery of the contract documents. Be advised that there is no legal requirement for full disclosure to be verbally provided. As no wrongdoing was found that would affect the validity of your contract, your request for cancellation and refund is respectfully denied.

Westgates commitment is to continue to provide quality vacations that are unrivaled within the timeshare industry. We value all of our owners and strive to exceed their expectations, and we hope that you will allow us to do that for you. We encourage you to contact our ***************************s collections team directly at ************** for further assistance with your account. Should you have any remaining questions or concerns, please do not hesitate to also contact us through the email address furnished below.
Respectfully,

Executive Team
Owner Relations Correspondence
Westgate Resorts
************************************************************************

Mm/bp
Attachments: Contract for Purchase and Sale
        Closing Disclosure
        Note
        Acknowledgment of Representations
Customer Answer
Date: 02/24/2025

Complaint: 22873154

I am rejecting this response because:

To Whom It May Concern,
We are writing once again regarding our account number ***********, as ******************************************* has failed to appropriately address our concerns or offer a fair resolution. We are extremely disappointed with the response we received, which disregards the deceptive sales tactics used to pressure us into this purchase. Westgate continues to dismiss our claims by citing contractual language while refusing to acknowledge the misleading verbal assurances made by its sales representatives.
We did not enter into this agreement with full and honest disclosure. During the sales presentation, we were explicitly told that our timeshare would have rental and resale potential, a claim that directly influenced our decision to purchase. To now be told that such statements cannot be validated is unacceptable. This is not simply a matter of contract termsit is a matter of ethical business practices. If your sales agents made misleading statements to secure a sale, the existence of a signed document does not negate the fact that we were misled. Additionally, the sales presentation lasted far longer than promised, causing us undue stress and ultimately leading us to make a decision under duress. This is not a fair or transparent business practice.
Furthermore, we were never properly informed about the financial burdens of this timeshare, including the rising maintenance fees and the complete lack of a buyback or resale program. The suggestion that we should have fully understood these obligations when critical details were downplayed or omitted is entirely unreasonable. The increasing costs have become an unsustainable financial burden, and your response does nothing to acknowledge the hardship this has caused our family.
Given the circumstances, we are demanding a full refund and immediate cancellation of our contract. The deceptive and high-pressure sales tactics employed, along with the financial strain this has caused, leave us with no other option but to insist on a resolution. We expect Westgate to take responsibility for its sales practices and offer a fair resolution rather than continuing to dismiss legitimate grievances.
We require a prompt response to this matter. Failure to take appropriate action will only further highlight the predatory nature of these practices. We expect Westgate to do the right thing and resolve this matter in good faith.
Sincerely,

******* ***** & ****** ******
***********************************************************************************************************

Business Response
Date: 03/06/2025
March 6, 2025

****** ********
Consumer Affairs Representative
BBB serving Central Florida
************************************************************************************

RE:******* *****
       Complaint ID # ******** - Account # *********** - *********

Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Mr. ****** complaint.We thank you for the opportunity to respond.

Mr.********, while we regret to read of Mr. ****** feelings, please be advised that Westgate has in no way dismissed his claims, Westgate has simply refuted them. Mr. ****** continuing to reiterate unsubstantiated verbal allegations and wholly disregard his signatures acknowledging, in some cases,the exact opposite of his claims, in no way negates our position nor the fact that it will not change. Therefore, absent tangible supporting documentation that negates what was acknowledged by Mr. ****** signatures, the contract stands valid and enforceable.

While Westgate is unable to control whether Mr. ***** chooses to accept our offer of help, we again reach out to assist him. For further assistance with his account, we highly encourage him to reach out to our ***************************** at **************.

We thank you for the opportunity to be of service. Be advised that any further inquiries of a similar nature will be met with the same response.

Respectfully,

***** *., Executive Team
Correspondence
Westgate Resorts
***********************************************************************************************************************************

Ak/sp
Customer Answer
Date: 03/11/2025

Complaint: 22873154

I am rejecting this response because:

To Whom It May Concern,
We are writing in response to Westgate Resorts recent reply regarding our ongoing dispute over our timeshare contract. Westgate continues to dismiss our legitimate concerns by citing contractual language while ignoring the deceptive and high-pressure sales tactics used to secure our purchase. The response we received does nothing to address the misrepresentations made during the sales process and instead attempts to shift responsibility onto us while disregarding the facts.
Westgates claim that our concerns are unsubstantiated is both inaccurate and unacceptable. The reality is that we were misled during the sales presentation, pressured into making a decision under false pretenses, and not provided with full and honest disclosure of the financial obligations associated with this timeshare. We were explicitly told that our timeshare had rental and resale value, a statement that directly influenced our decision to purchase. Now, Westgate refuses to acknowledge these verbal assurances, hiding behind a contract while failing to address the unethical nature of its sales practices. The length of the sales presentation alonelasting far longer than promised and causing us to miss our flightillustrates the pressure we were placed under to sign an agreement we were not given sufficient time to fully consider.
Furthermore, Westgates response completely ignores the financial hardship this timeshare has caused. We were not properly informed of the ongoing and increasing financial burdens, including rising maintenance fees and the complete lack of an exit option. We did not enter into this agreement with full knowledge of these realities, and Westgates refusal to acknowledge the strain this has placed on our family is deeply disappointing. Instead of offering a fair resolution, Westgate continues to insist that we are bound by a contract that was signed under misleading and unfair circumstances.
We are demanding a full refund and the immediate cancellation of our contract. Westgates unwillingness to take responsibility for the deceptive tactics used in the sales process only reinforces our position that this agreement is neither fair nor enforceable. We will not accept another dismissive response that fails to address the fundamental issues we have raised. We expect Westgate to do the right thing, acknowledge the harm that has been done, and provide a resolution that relieves us of this unjust financial burden.
We require a prompt response and expect immediate action on this matter.
Sincerely,
******* ***** & ****** ******

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