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

647 total complaints in the last 3 years.
223 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:11/26/2024
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 not liable for this debt with WESTGATE I do not have a contract with the collection agency trying to collect. They did not provide me with the original contract as requested.
Business Response
Date: 12/09/2024
December 9, 2024

****** ********
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 keep in mind that we will be forwarding a copy of the document mentioned in our response, directly to ********** via the email address on file.

Mr.********* please allow us to clarify that, while the complaint itself is not clear, we can confirm that Ms. ****** has not been with a collection agency, regarding this account, since 2019. This was long before Westgate started credit reporting. Ms. ****** has repeatedly disputed the credit bureau foreclosure reporting advising that this is not her account; however, *********************** records over numerous accounts fully contradict this. These records include picture identifications,as well as the recorded closings and executed contract documents. Nonetheless,should Ms. ****** have tangible documentation to the contrary, we ask that she please provide it to our email address below for further review. In the interim, Westgate's position stands that the foreclosure reporting is valid and will not be removed. However, we will be providing a copy of the Contract for Purchase and Sale document to Ms. ******* via the email address on file, as a courtesy.

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
************************************************************************

Ak/sp
Initial Complaint
Date:11/21/2024
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 filing this complaint against Westgate Resorts regarding the numerous issues and deceptive practices we have encountered with our timeshare contract 27383951822-003). Despite multiple attempts to resolve these issues directly with Westgate, including a detailed letter outlining our grievances, the company has failed to address our concerns adequately.We were assured that as gold-status owners, there would be no need for future upgrades. However, this turned out to be false. During a subsequent stay in Orlando, **, we were forced to attend a supposed owners update meeting, which lasted over three hours. This meeting pressured us into upgrading from Every Other Year to Every Year status, significantly increasing our financial burden with doubled maintenance fees.The benefits promised to us as timeshare owners have proven to be nonexistent. For example, we consistently find better prices and deals for accommodations, car rentals, and other travel services through third-party providers like *******. The Westgate cruise and travel program has been a disappointment, providing no value compared to what was promised.Our stays have been plagued with issues such as broken amenities, soaking wet floors, and non-functioning TVs, further diminishing any enjoyment from ownership. Furthermore, restrictions on getaways have made it nearly impossible to utilize the timeshare effectively.These financial and logistical challenges are compounded by the personal strain on our family. We are struggling with the high maintenance fees while managing the costs of school for our son and special education for our daughter.The deceptive practices of Westgates sales representatives have led to significant financial stress and dissatisfaction. We are demanding the immediate cancellation of our timeshare contract due to misrepresentation, unmet promises, and the burden it has placed on our family.We respectfully request the BBB's intervention to resolve this matter promptly.
Business Response
Date: 12/23/2024
December 23, 2024

****** ********
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 has already addressed these concerns,where Ms. ****** chooses to accept our position or not. Ultimately, the consumer opted to upgrade her purchase from a 3-bedroom to a 6-bedroom,however, there was never any obligation to do so. As such, Westgates position remains as previously set forth.

While we are appreciative of Ms. ******* concerns, Westgate is available to help. We encourage Ms. ****** to contact our Owner Benefits Team at ************** for further assistance regarding her ownership.

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/am
Customer Answer
Date: 01/02/2025

Complaint: 22586161

I am rejecting this response because: The response, while acknowledging my concerns, fails to adequately address the substance of my grievance.
Mischaracterization of Events:
Westgate claims I chose to upgrade from a 3-bedroom to a 6-bedroom and that there was no obligation to do so. However, the circumstances surrounding this so-called "upgrade" were misrepresented. During the sales process, I was subjected to high-pressure tactics and misleading information that left me feeling there was no reasonable alternative. This tactic raises ethical concerns about how Westgate conducts business and deals with its owners.
Failure to Address Core Issues:
Westgates response did not address the specific issues I raised in my complaint, such as:
The lack of transparency during the transaction.
Misleading information about the benefits or costs of the "upgrade."
Inadequate resolution of my concerns after the transaction.
Simply stating that I had the option to decline is not a sufficient resolution to the concerns about the methods employed to secure my agreement.
Request for Good Faith **************** have repeatedly attempted to resolve this matter directly with Westgate, only to be met with dismissive responses similar to the one provided here. If Westgate is truly "available to help," as stated, I request a more meaningful dialogue to resolve this matter.
Specifically, I am seeking:
A review of the sales process and acknowledgment of the misleading tactics.
A fair and reasonable resolution to the financial burden caused by this transaction.
Clear steps Westgate will take to ensure future customers are not subjected to the same practices.
Provide documentation and instructions on the cancelation process.
Customer Advocacy and Responsibility:
As a customer, I trusted ********************** to act in good faith, which I believe did not occur. Offering a phone number for the Owner Benefits Team without substantive action does not demonstrate accountability or a genuine commitment to resolving this matter.
I remain willing to discuss this further and hope Westgate will take the opportunity to respond with greater sincerity and specificity to address my concerns.
Thank you for your attention to this matter.
Sincerely,

******** ******

Sincerely,

******** ******
Business Response
Date: 01/10/2025
January 10, 2024

****** ********
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 allow us to confirm that full and fair disclosure of all purchase terms was provided to Mr. ******* on the day of sale, in accordance with all laws. In addition, please recognize that the majority of the allegations being presented are purely verbal. Therefore,absent supporting documentation of any alleged wrongdoing on Westgate's part,the executed contract documents will supersede. Mr. ****** failure to accept our position will not alter it nor does it require that we provide a resolution in these matters. Ultimately,the contract, as written, stands valid and enforceable. Nonetheless, as requested, we will be forwarding a copy of the Contract for Purchase and Sale document to Mr. ******* via the email on file, with the rescission instructions for cancellation highlighted.

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 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/am
Customer Answer
Date: 01/13/2025

Complaint: 22586161

I am rejecting this response because:Thank you for forwarding Westgate Resorts response to my complaint. I must strongly contest their claims and respectfully request the BBBs assistance in addressing this matter.
Westgates assertion that full and fair disclosure of all purchase terms was provided to me is highly disputable. The sales process was characterized by high-pressure tactics, misleading verbal promises, and insufficient time to thoroughly review the complex and lengthy contract under duress. While Westgate insists on the validity of their contract, they fail to acknowledge that their representatives verbal assurances contradict the written terms. It is unreasonable to expect consumers to parse every nuance of legal language in such a coercive sales environment, particularly when pressured to sign immediately.
Moreover, I find it unacceptable that Westgate dismisses my allegations as purely verbal. Sales presentations are a critical component of their business model and are inherently verbal. If their representatives misrepresented material facts, as I know they did, this constitutes deceptive practices, regardless of what the written contract states. Westgates stance seems to suggest they are free to say whatever they like verbally, knowing the written contract will absolve them of accountability.
While Westgate has offered to send the contract with rescission instructions, this is of no help given that the rescission period has long since passed. The issue here is not about canceling within a narrow legal timeframe; it is about a pattern of behavior that misleads consumers and locks them into unfavorable terms under false pretenses.
Additionally, the suggestion to contact the ************************* is not a meaningful resolution. I have already attempted to resolve this matter directly with Westgate, only to be met with unhelpful responses that prioritize their interests over mine. I am seeking a fair and equitable resolution, including the possibility of rescinding this agreement.
I respectfully urge the BBB to recognize that Westgates response fails to address the core issues of my complaint and exemplifies their unwillingness to act in good faith. Their focus on the validity of the contract ignores the deceptive practices that led to its execution. I plead with the BBB to help hold Westgate accountable and assist me in finding a resolution to this matter.
Thank you for your time and attention. I look forward to your guidance on how to proceed.
Sincerely,

******** ******
Initial Complaint
Date:11/14/2024
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.
In April I "won" a trip to Westgate and I was told in order for them to honor the vacation time I had to attend a 90min meeting. On May 19, ************************************************************************************************** saying no he kept insisting surpassing the 90min requirement. In a desperation moment to finally leave and keep enjoying my vacation I agreed to purchase a timeshare. The seller promised me that I can make profit out of this. He told me i could sell my vacation through ******. He also told me that If I do not want to keep this timeshare I can simply call to give it back or sell it. He made seem like i was an easy process to get out of this timeshare. The seller NEVER at any time given explained to me that I have only 10 days to back out if i changed my mind. He made me think that after I signed there is not a way to give it back other than selling it. If I would've known about the 10 day policy I could've cancelled it in time. Despite all of this I had made my payments in time but I feel harassed by Westgate because they call everyday and multiple times a day pushing me to pay my mortgage despite me being on time with my payments. I had to block the number in order for them to keep insisting. This is not what I imagined owning a timeshare would be like and for that I am asking to cancel my contract.
Business Response
Date: 12/10/2024
December 10, 2024

****** ********
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.

First and foremost, please know that we regret to read of any inconvenience Mr.****** may have experienced regarding the alleged calls. We would like to assure him that we have removed him from all Westgate dialers accordingly,should he ever decide to unblock Westgate.

Additionally,we apologize if Mr. ****** felt uncomfortable or pressured in any way while attending our sales presentation. Since there may have been offers presented on a first-come, first-served basis, depending on the available inventory, the representative may have expressed some urgency regarding the offer.Additionally, regarding the length of the sales presentation, our records show that Mr. ****** agreed to attend a timeshare tour and sales presentation for the agreed-upon time to receive the offered incentives; however, because he chose to purchase, execution of his contract documents took additional time. We apologize for any inconvenience. Nonetheless, Mr. ****** was never obligated to remain past the agreed-upon time to receive any incentive nor to purchase a timeshare. As the consumer, Mr. ****** held the right to inform the sales staff or closing officer of any discomfort to ensure proper action is taken or refrain from purchasing if his concerns are not addressed to his satisfaction.

To address any claims of investment potential, please recognize that the Public Offering Statement discloses that, the purchase of a time share period should be based upon its value as a vacation experience or for spending leisure time, and not considered for purposes of acquiring an appreciating investment or with an expectation that the time share period may be resold. Nonetheless,we can confirm that, as the owner of deeded timeshare real estate, Mr. ****** holds the option to use, rent, sell, or will the property; however, this would be at his discretion as Westgate has no form of resale or rental program. While Westgate does not offer assistance with this, a comprehensive timeshare resale resource is available at the American Resort Development Associations Resort **************** (ARDA ROC) website: ************************************************* or by calling **************.

Additionally,we would like to point out that the presented give/take back allegation is contradictory; as such, Westgate is unable to respond regarding this matter, at this time. Nonetheless, should Mr. ****** wish to provide us with clarification on this, we will be happy to review and respond further.

Furthermore,please understand that Mr. ****** was provided a state mandated rescission period for contract cancellation. He was also provided with clear instructions had he decided to cancel as well as the mandatory timeframe. Because we have nothing on record to show that Mr. ****** cancelled within the allotted timeframe, it is Westgates position that the rescission period for contract cancellation has passed; as a result, his request to be released from his contract has respectfully been denied.

Ultimately,Westgates position stands that full and fair disclosure of all purchase terms was provided to Mr. ****** at the time of sale. This is evidenced by his execution and our delivery of the contract documents as there is no requirement for full disclosure to be completed verbally. As the consumer, it remained as his responsibility to review all terms accordingly and ensure that what he was in agreement with matched the information disclosed in the documents. Absent of documentation to support Mr. ******* allegations, the contract, as written,remains valid, enforceable, and not subject to cancellation.

We understand that it can be frustrating to learn his contract cannot be cancelled; however, please know that we do want to help Mr. ******. It is important to realize that our offer of assistance is something that provides him with additional resources and a choice of whether to accept or decline this offer. While they do not offer cancellation services, our department referrals will provide help to the best of their abilities. For direct assistance with his account, we ask that Mr. ****** please contact our *************************** at ************** / Option #4.

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: 12/11/2024

Complaint: 22559414

I am rejecting this response because:
I believe the agreement was made under circumstances that were misleading and coercive, and I am exercising my right to cancel based on these factors.
At the time of the meeting, I was told we had a 90-minute window for the presentation. However, when this period elapsed, I was not allowed to leave despite repeatedly expressing my lack of interest. The representative insisted on giving me more time to "think about it," which led to significant pressure to make a decision in a high-pressure, uncomfortable environment. This tactic forced me into a situation where I felt obligated to purchase despite my initial reluctance.
Furthermore, I was never informed that there was a specific time limit within which I could cancel or surrender the timeshare. Instead, I was misled into believing that I had no option to reverse the purchase just resell which I now realize was a deceptive practice aimed at preventing my cancellation.
Under these circumstances, I believe I am entitled to cancel the timeshare agreement due to the undue pressure placed on me during the sales process and the lack of transparency regarding my rights. I kindly request that you process this cancellation promptly and provide written confirmation of the termination of this contract. Please also provide details on any required steps to return documents, materials, or other items associated with the timeshare agreement.
I trust that you will handle this matter in a timely and professional manner
Sincerely,

****** Sigchi
Business Response
Date: 12/20/2024
December 20, 2024

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

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

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

Mr.********, please be advised that Westgate has addressed these same concerns presented by Mr. ******* whether he chooses to accept our position or not.Ultimately, the final decision to purchase was always his as the consumer.

Additionally,please be advised that Westgate has no record of interacting with Mr. ****** within his rescission period; therefore, when he was advised about his only option being resale or loan assumption, it was, in fact, wholly accurate.

Ultimately,Westgate provided full and fair disclosure of all purchase terms, including rescission, in accordance with all laws, and this is in no way required to be done verbally. Absent supporting documentation of attempts to cancel within rescission for our review, Westgates position remains that Mr. ******s contract is valid and enforceable.

While we are appreciative of his concerns, Westgate remains available to help. For personalized assistance on account matters, we encourage Mr. ****** to contact our **************** Team at ************** / Option 4.

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/am
Initial Complaint
Date:11/13/2024
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.
To Whom It May Concern:My timeshare experience has been a challenge from the start. The buying process was extensive and long. In hindsight I feel the what was explained to me with Westgate was not what actually happened. The timeshare was originally for my 3 sisters and I. Unexpected events with my sisters left the entire responsibility on me.This has greatly affected my finances since I am also financially supporting my two elderly parents with no support from anyone else. This has been my situation for the last 5 years. I had to prioritize my parents over the timeshare. I cant maintain them and deal with the timeshare. I paid for over 10 years and I cant continue. I am requesting that Westgate terminate my contract and remove any future financial obligations associated with it. Thank you in advance.**** *******
Business Response
Date: 12/06/2024
December 6, 2024

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

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

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

Mr.********, please be advised that Ms. ******* no longer has a financial obligation to Westgate Resorts with regard to the above account as we are no longer the holder of the loan. Per the ***** letter sent to her in February of 2022, the account has been sold to Grand Vacations *************. As such, she would need to contact them directly regarding the current status of her loan.

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/sp
Customer Answer
Date: 12/10/2024

Complaint: 22550066

I am rejecting this response because: I did not receive any letter in February. Can you please re-send the letter, so I know who to contact moving forward. I recently moved and my new address is **************************************. *****, ** *****. Thank you in advance.

Sincerely,

**** *******
Business Response
Date: 12/12/2024
December 12, 2024

****** ********
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.

Per Ms. ******** request, please know we will be mailing out a copy of the previously referenced RESPA Letter to her. Should any further concerns arise following this response, please do not hesitate to reach out to us at the email below.

We thank you for the opportunity to be of service.

Respectfully,

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

Ak/am
Initial Complaint
Date:11/12/2024
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 booked a trip with Westgate **************************** in Orlando for November 6-10, 2024. On October 26th and 29th, I received voicemails asking me to call back to confirm my package. On October 30th, I returned the call to ************ and was informed I had been upgraded to a VIP package, which included a $500 cruise bonus, 30% off restaurants, 50% off ***************** tickets, and two free water park tickets, contingent upon my attendance at a timeshare luncheon.I attended the luncheon on November 7th as required. However, when I inquired about the discounted ********* tickets, the staff at the resort claimed they knew nothing about the offer. I then met with a manager, **** ********, who had me call the same customer service number from my previous conversation. After verifying that the representative I spoke with was a Westgate employee, I was told that the promotion had sold out. This was in direct contradiction to my earlier conversation, where no mention of availability issues had been made, despite them knowing my arrival date.**** spoke to the representative and promised to pull the recording of my October 30th phone call to verify my claims, and he assured me he would contact me once the recording was retrieved. As of now, I have not heard back from **** or Westgate.I believe this situation constitutes a bait-and-switch tactic, and I am seeking the Universal tickets I was promised, not for the money but because of the deceptive practices involved. I even ended up leaving the resort early and booking a different hotel for the remainder of my stay due to the distress this caused me. My vacation package ID number is ********* am filing this complaint with the Better Business Bureau to seek resolution and bring attention to this unfair business practice.
Business Response
Date: 11/27/2024
November 27, 2024

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

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

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

Mr.********, please be advised that Westgate Resorts will be reaching out to ******** directly with a request to contact us regarding her concerns.

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/sp
Initial Complaint
Date:11/11/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In May 2016, while vacationing in Florida, we were pressured into upgrading our timeshare from Blue Tree Resort to Westgate Vacation Villas during a mandatory presentation. We were shown a newer model with a waterpark, which we thought would be great for our son, and were promised better value for our money.However, when we used the timeshare in July 2017, the unit we received was old, with stained carpet, rust on the fridge, and non-working outletsnothing like what we were shown. We filed a complaint and were moved to another unit with similar issues. The next day, a new agent lied, claiming the unit we saw was the one we had purchased, and pressured us into upgrading again to the Westgate Town Center for more money. After signing, we were told newer units had become available, but we still had to move twice because the first unit flooded, and plaster fell from the ceiling while we were sleepingour son could have been ********** total, we stayed in four different units, two at the Vacation Villas and two at the ***********, all with major issues (water leaks, damage, etc.). Despite multiple complaints to customer service, we received no resolution or apology.We are requesting the immediate cancellation of our timeshare contract due to these unresolved issues.We have been asking for resolution for over three years. They offered us a Deed in lieu at one point which we filled out and had notarized, and sent in. When more moths past by we were told they decided against it. We have defaulted on our loan, we have no timeshare and yet they refuse to cancel the account. They expect us to pay for something we don't have and was sold to us fraudulently. We have attached it and the documentation.
Business Response
Date: 12/04/2024
December 4, 2024

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

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

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

First and foremost, please understand that, although we appreciate Mrs. ************* feedback regarding the presentation, as well as her long-term ownership, please be advised that she purchased seven (7) years ago,making any claim for relief at this point, improbable. However, as a courtesy,we will try to address her concerns as best we can.

As for Mrs. ************ defaulting on the terms of her loan and a Warranty Deed in **** (WDIL) being offered to her, please allow us to confirm that while Mrs. ************* account is currently in default, the property is, and will remain, hers until a foreclosure proceeding has been finalized or release if granted. Additionally, please be advised that the **** previously offered was retracted, as Westgate is well within its right to do. As **************** has failed to remedy the default due to the severe delinquency of her account, ********************** is willing to review possible WDIL options once ******* such, we ask that Mrs. ************ please contact our ****************************** by phone, at **************. In the interim, ***************** contract with Westgate stands valid and enforceable.

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: 12/11/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ************
Initial Complaint
Date:11/11/2024
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.
From October 5th to October 12th, we stayed at Westgate Resorts in ************ with a one-week package that cost approximately $1,500.On the third night, guests in the suite above us vomited off their balcony, which ended up covering ours. Our towels, shoes, and clothes, which were drying on the balcony, were ruined. When we called the front desk, there was no manager on-site. We ended up knocking on the guests' door, and they came down to help clean up.On the fourth day, we found bedbugs in our room. Again, there was no manager available when we called the front desk. Instead, they sent a maintenance worker and security, who confirmed the presence of bedbugs. We were told to leave all our belongings and move to another room while they cleaned everything, but we had to wait in our new room with no access to our clothes or personal items. During this time, we received no guidance from a manager and had to rely on the cleaning staff and maintenance personnel.The staff member who had given us our tour apologized and offered us a second packageanother $1,500 trip with an additional trip for free as compensation. We put down $250 on that package, but the free trip expired within a month without us knowing.Eventually, when we spoke to a manager, she assured us wed be reimbursed for at least the four nights we stayed in the bedbug-infested room. However, its now been a month, and they are not returning our calls or acknowledging the bedbug issue. They appear to be downplaying the whole incident.We are requesting a refund of the initial $1,500 due to the disturbances caused by guests vomiting on our belongings, the bedbugs, and the lack of managerial assistance throughout the stay. Additionally, wed like to cancel the second trip package and have our $250 downpayment refunded.
Business Response
Date: 11/27/2024
November 27, 2024

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

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

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

***********, please allow us to sincerely apologize for any inconvenience ********* may have experienced while being our valued guest at our beautiful Westgate **********************************************. We thank him for providing a detailed account of his stay, as his articulate letter provides us with valuable information necessary to maintain and improve the integrity of the services we provide.

That being said, please be advised that our records indicate that since submitting his concerns to the Better Business Bureau (BBB), Mr. ****** has spoken with our Vacation Traveler Team (VOA) and reached an amicable solution. As such, no further compensation will be provided.

We again thank Mr. ****** for his feedback and for the opportunity to be of service.

Respectfully,

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

Sb/am
Customer Answer
Date: 11/27/2024

Complaint: 22539535

I am rejecting this response because: The resolution was a cancelation of a vacation package that I paid for.
It did not address the bed bugs, and no manager onsite for 4 days.
It is disappointing that they fail to recognize a health issue. I submitted pictures, spoken to staff, had positive identification from the head of maintenance. They can't deny that we were moved to another room, and all of our items were cleaned.
We had no guidance from a manager or anyone with authority. How convenient is that for them now? We even called their corporate office and they had us walk down to the front desk, while on the phone, and ask for a manager because they couldn't believe no one was there.
Is there a way to retrieve that conversation?
I'm upset because they have no idea about the anxiety, and financial cost that resulted with this. My family threw a lot of items away out of fear they weren't completely cleaned. We discarded all items in our car because they weren't cleaned and could have been infested.
Sincerely,

***** ******
Business Response
Date: 12/10/2024
December 10, 2024

****** ********
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.********, we are disheartened to read of Mr. ******* dissatisfaction with Westgates previous response, as we are committed to providing the highest level of service, and we are sorry if the consumer feels as though we have not met this standard.

That being said, we ask Mr. ****** to understand that his concerns were addressed during his stay per company protocol, and subsequently thoroughly researched and addressed. As such, Westgates position remains as previously conveyed, and no further compensation will be provided.

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/sp
Customer Answer
Date: 12/10/2024

Complaint: 22539535

I am rejecting this response because:
I am writing to formally address the issue regarding our recent stay, during which we encountered unacceptable conditions in our assigned room. Specifically, the vacation package required payment for seven nights as part of a promotional offer typically extended to potential timeshare buyers. While canceling participation in the timeshare presentation is within our rights, it does not absolve the facility of its obligation to provide clean, habitable accommodations.

During our stay, we were subjected to a room infested with bedbugs for four days, an experience that caused significant distress and financial loss due to the necessity of discarding personal belongings. I am requesting reimbursement for the four nights we spent in the infested room.

It is worth noting that I refrained from contacting the local health department during the ordeal, believing in good faith that this matter could be resolved amicably. However, I am prepared to take further steps if necessary, including reporting the issue to the appropriate authorities and utilizing consumer advocacy platforms to inform potential guests about the lack of effective management and resolution of such preventable problems.

Furthermore, I want to highlight that my sister and cousin both own timeshares, and I am an active member of online communities, including a Reddit forum and a ******** groups with over ****** members, where travelers share experiences and advice. It is my sincere hope that this matter can be resolved promptly and professionally to avoid any unnecessary escalation.

Thank you for your attention to this matter. I look forward to your response.
Sincerely,

***** ******
Business Response
Date: 12/20/2024
December 20, 2024

****** ********
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.********, we regret to read of Mr. ******* continued dissatisfaction with Westgates responses.

That being said, while he is entitled to his opinion regarding Westgates handling of his concerns, we can assure him all was handled with the utmost adherence to Westgates established protocols. As such, Westgates position remains as previously conveyed no further compensation will be provided.

We thank you for the opportunity to respond accordingly.

Respectfully,

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

Sb/am
Customer Answer
Date: 12/23/2024

Complaint: 22539535

I am rejecting this response because:
Dear Mr. ********************** you for your correspondence regarding my complaint. However, I must express my continued dissatisfaction with Westgate Resorts handling of the matter.

The presence of bedbugs in the room is a significant health and safety issue that Westgate Resorts failed to address appropriately. Allowing us to cancel a paid contract due to the presence of bedbugs is not an acceptable resolution, as this is a basic right any guest should have when encountering such unsanitary conditions. This action does not constitute compensation or acknowledgment of the inconvenience and distress caused during our stay.

Westgate Resorts' established protocols, as mentioned in your response, appear to have fallen short in addressing this serious issue. As a guest, I expected a thorough investigation and appropriate compensation for the unacceptable circumstances we endured. Unfortunately, nothing was done to mitigate or rectify the situation beyond what should have been standard practice.

---
Sincerely,

***** ******
Initial Complaint
Date:11/08/2024
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 submitting this complaint against Westgate Resorts due to their handling of my timeshare contract, which has led to significant distress and financial burden for my wife and me. Despite our attempts to resolve these issues directly with Westgate, the company has shown little concern for our situation.Our contract number is ***********, and we originally purchased the timeshare under high-pressure sales tactics. Despite expressing clear disinterest multiple times during the sales process, we were pressured into signing the contract under duress. The sales representatives misrepresented the benefits and costs of the timeshare, leading us to a contract that we have not been able to utilize.Since purchasing the timeshare, we have encountered numerous problems. Due to severe health issues, exacerbated by the COVID-19 pandemic, we have been unable to travel. Attempts to use our timeshare have been met with repeated unavailability, leaving us unable to use the product we paid for. This has caused significant stress and frustration. Furthermore, we were subjected to additional fees, including maintenance fees, and were told we still owed a balance despite having made efforts to catch up on payments.After trying to work with Westgate, we requested a waiver of the $2,750 deed in lieu fee, given the ongoing difficulties and our inability to use the timeshare. This request was made in light of our financial strain and health issues, which were exacerbated by the timeshare's unavailability. Yet, Westgate has shown no willingness to assist us in resolving the matter in a fair manner.This lack of responsiveness and consideration for our situation is unacceptable. We believe the companys practices are unethical, and their failure to honor promises made during the sales process has caused us undue hardship. I respectfully urge the Better Business Bureau to investigate this matter.Sincerely,***** & ***** ****
Business Response
Date: 11/27/2024
November 27, 2024

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

RE: ***** *****Sr.
      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 has previously addressed these same concerns presented by Mr. ***** and our position remains unchanged. However, as a customer service courtesy, upon Mr. **** providing supporting documentation of his medical hardships, our Contract Mediation Team is willing to discount the previously quoted Warranty Deed in Lieu of Foreclosure (WDIL)fee. To discuss further, we encourage Mr. **** to contact our Contract Mediation Team at **************.

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/am
Customer Answer
Date: 12/04/2024

Complaint: 22531037

I am rejecting this response because: I reached out to the resort as directed and they still have the same price for the release of my contract, no discounted offer was provide even though that is what they stated in their bbb complaint response . I have done their hardship documents to show why I need to have this cancel on top of their unethical business practices. They have yet again shown that their word is false and not be believed in.

Sincerely,

***** **** ****
Business Response
Date: 12/09/2024
December 9, 2024

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

RE: ***** **** Sr.
       Complaint ID #******** Account # *********** *********

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

Mr. ********* please be advised that we have not received recent hardship documentation from Mr. ***** which is why we previously advised of the discount should he provide this updated documentation. Additionally, we ask Mr. **** to understand that this is being done solely as a gesture of goodwill, as his claims have been previously addressed and refuted, and Westgate still considers his contract legally valid.

Once again, in order to better assist him, we ask him to reach out to our Contract Mediation Team directly at ************** with the requested information.

We thank you for the opportunity to be of service.

Respectfully,

****** *., Executive Team
Correspondence
************************************************************************ (Attn: ****** ****************
Customer Answer
Date: 12/10/2024

Complaint: 22531037

I am rejecting this response because:Their assertion that no hardship documents were received is both inaccurate and indicative of their ongoing lack of transparency and accountability.
Westgate claims they did not receive hardship documentation. This is an outright deflection. No hardship documents were ever provided to us for completion, despite our explicit request to resolve this matter. It is appalling that they would hold us responsible for their failure to furnish these critical documents. Without such forms, how could we have complied with their process? Their refusal to take responsibility demonstrates a lack of good faith in addressing customer concerns.
The $2,750 Deed-in-Lieu (DIL) fee is excessive, unwarranted, and predatory, especially considering the circumstances of our financial and medical hardships. This fee represents an egregious barrier to resolution, exploiting customers already struggling under financial strain. Waiving this fee is the bare minimum Westgate should do to rectify the situation, yet they refuse to even meet us halfway. This refusal compounds the harm caused by their unethical sales practices and continued lack of service.
Westgate has completely ignored our primary grievance about the high-pressure sales tactics and misleading promises made at the time of purchase. We were misled into believing this timeshare would provide flexible and affordable vacation opportunities, but it has instead proven to be an inaccessible financial burden. This misrepresentation is central to our dissatisfaction and further illustrates Westgate's lack of integrity.
Throughout our ownership, we have been unable to utilize the timeshare due to persistent unavailability. Westgate has offered no explanation or resolution to this issue. Why should we continue to pay for a service we are not able to access? Their failure to address this fundamental issue exemplifies the lack of value provided by their product.
We have been clear and transparent about the severe health challenges and financial hardships that have prevented us from using the timeshare. The ongoing stress caused by Westgates unwillingness to resolve this matter only exacerbates our situation. Their response demonstrates a blatant disregard for our well-being and circumstances.
We demand that Westgate immediately waive the $2,750 DIL fee and cancel the contract without imposing any additional financial penalties. We also urge the BBB to thoroughly investigate Westgates practices, including their misleading sales tactics, lack of accountability, and refusal to provide timely and appropriate assistance to customers facing hardship.

Sincerely,

***** **** ****
Business Response
Date: 12/16/2024
December 16, 2024

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

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

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

Mr.********, please allow us to clarify for Mr. **** **** that this is not a normal process and that an exception is being made upon him providing the previously mentioned supporting documentation. As previously advised, the consumer needs to reach out to our ***************************** seeking hardship assistance. Mr. **** **** can advise this team that he was directed to contact them in this BBB response by the ********************* and *****;from there, he will be directed through the process.

In the interim, Westgate has in fact, addressed the remaining concerns, whether Mr. **** **** accepts our responses or not and our position remains unchanged.

We thank you for the opportunity to be of service.

Respectfully,

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

Sb/am
Customer Answer
Date: 12/16/2024

Complaint: 22531037

I am rejecting this response because: I will call in to get these documents but I was not told about this previously and did not receive anything either. This show even more the deceit of Westgate and how they will not take accountability for their practices. I would like to keep this complaint open until I actually receive these documents and if this is in any way helpful to our situation

Sincerely,

***** **** ****
Initial Complaint
Date:11/07/2024
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.
March 2018 we were essentially forced into ownership by ******** employees of this company. Regardless, we joined a class action in 2019 with the only recourse we wanted was to be let out of our contract. The law firm excluded us from the suit due to ours not being a deeded property after advising us to not pay. So we didnt. We were also not notified for months after this firm dropped us. Now we are trying to refinance our home and are unable to since the company refuses to change the reporting to installment loan vs a mortgage. My husband is a 90% disabled vet and we are caring for our two autistic grandchildren. We desperately need to refinance before we lose everything. We are not disputing what is owed, we just need the type of reporting to be changed to an installment loan so we can proceed with our refinance.
Business Response
Date: 11/27/2024
November 27, 2024

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

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

Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Mrs. ******** complaint. We thank you for the opportunity to respond. Please keep in mind that all documents referenced in this response will be forwarded to *********** directly for her review.

First and foremost, we are truly sorry to read about the difficult situation Mrs. ******* is currently facing. We are aware that such events can result in hardships in our lives and strive to be of assistance when our owners are confronted by them.

We apologize if *********** felt uncomfortable or pressured in any way while attending our sales presentation. Since there may have been offers presented on a first-come, first-served basis, depending on the available inventory, the representative may have expressed some urgency regarding the offer. However, she was never obligated to remain past the agreed-upon time to receive any incentive or to purchase a timeshare. As the consumer, *********** held the right to inform the sales staff or closing officer of any discomfort to ensure proper action was taken, or refrain from purchasing if her concerns were not addressed to her satisfaction.

Ultimately,full and fair disclosure that Mrs. ******* was entering into a mortgage loan was fully described on both the executed Closing Disclosure and Deed of Trust documents. Westgate's position is that the reporting to the credit bureau will not be altered to reflect inaccurate information.

Nonetheless,please be advised that on September 3, 2024, Mrs. ******** account was cancelled via Purchasers Default due to non-payment. Westgate holds the right to retain all monies paid as liquidated damages; therefore, no refund will be issued. Mrs. ******* 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.

Respectfully,

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

Ak/bp
Customer Answer
Date: 11/29/2024

Complaint: 22527540

I am rejecting this response because:

We received nothing regarding our contract being cancelled, neither via postal service nor email. Is this business confused with someone else or did they forget to remove the Mrs. ******* placeholder out of a generic email? My last name is not ******* nor has it ever been.
Again, we are not disputing the timeshare. We also did not request any type of refund. All we have requested is for the loan type to be changed to installment as there was not a deed recorded in Sevier County or attached to the value timeshare we originally purchased.
Sincerely,

******** ******
Business Response
Date: 12/12/2024
December 12, 2024

****** ********
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 allow us to clarify that Westgate is not required to notify consumers of the final charge off of their account outside of the state of Florida, when it is prior to deeding. Nonetheless, we can confirm that Ms. ****** was well aware that she was defaulting on the terms of the purchases in question.

Additionally,with respect to her last name, please recognize that, contrary to the allegation presented, Westgate is in possession of a California identification card presented by Ms. ****** that clearly indicates the last name of *******. Additionally,Ms. ****** herself has executed six (6) individual Westgate contracts using the last name of *******. Nonetheless, Westgate has not reported to any credit bureau using this or any other name associated with Ms. ****** as she was not the primary owner on the account. Only the male owner, Mr. ******** has been reported regarding the delinquencies and charge offs. However, should ********* have supporting documentation to the contrary, we encourage her to provide it for our review. In the interim, Westgates position remains that the credit reporting is accurate and will not be altered.

Ultimately,Ms. ******* contract, as written, remains valid and enforceable. Nonetheless,please recognize that we will be sending the direct contact information for one of our team members to Ms. ****** using the email address on file for her account, so we can directly assist with her concerns.

We thank you for the opportunity to be of service.

Respectfully,

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

Ak/am
Customer Answer
Date: 12/17/2024

Complaint: 22527540

I am rejecting this response because:
The response is ridiculous. Please provide the photographic evidence of our California identification. Neither my husband, both of us ******(s) and never *******(s) have never resided in nor traveled to ********** to even obtain such identification. What you are alluding to is that WE have somehow frauded the company by means of our identity. This in itself is defamation. If the BBB wishes, I will provide our valid photo identification and whatever else is needed. Also there is no mention on our credit reports of ever residing in California nor the name *******.
Side note, we (either of us Millers) have received any sort of contact from the company.

Sincerely,

******** ******
Business Response
Date: 12/26/2024
December 26, 2024

****** ********
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.********, for us to better address Ms. ******* concerns, and due to privacy concerns, please know that we will be sending a full response to her concerns to the email address on file.

We thank you for the opportunity to be of service.

Respectfully,

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

Ak/
Initial Complaint
Date:11/06/2024
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 make my final plea for the immediate termination of my timeshare contract and membership with Westgate Resorts. I have repeatedly requested cancellation, both verbally and in writing, but each time I was met with the same response: refinancing was my only option. This is unacceptable, and I have reached my breaking point. I purchased the timeshare in October 2017 during a vacation in **********, *********, after being enticed with promises of a free breakfast and a short presentation that turned into a three-hour high-pressure sales pitch. Despite my initial reluctance, I was ultimately pressured into buying the timeshare, even though I had no intention of using it. Since purchasing the timeshare, I have never used it, and it has been nothing but a financial burden. My circumstances have only worsened, as I went through a divorce in 2018 and have since been solely responsible for caring for my 82-year-old mother, making any use of the timeshare completely impractical. I have tried every possible route to resolve this, including refinancing multiple times and explaining my financial hardship, but I continue to be stuck in a contract that serves no purpose and provides no value. I am demanding immediate cancellation of my timeshare contract and all associated obligations. This is my last attempt to resolve this issue, and I expect your full cooperation in releasing me from this contract once and for all.
Business Response
Date: 12/04/2024
December 4, 2024

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

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, he will be notified in writing of Westgates decision.

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

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