Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 6th or 7th of 2022 I, *******************************, called the Westwood Condo Association located in ************, **. It is a timeshare resort in which I have been an owner for over 20 years. I spoke to an employee named ****. I requested to deposit my week because I had joined the timeshare exchange company, *********************** on the above date so I could bank my week for up to 2 years. That would be December 2024. That is one of **********************'s benefits as a member.**** told me on the phone that she was going to deposit that Christmas week for me. Therefore, I would have up to 2 years to use my deposited week through *********************** Then, I recently received a post card in the mail stating that my deposited week was going to expire on February 18, 2024. Knowing this was wrong, because it shouldn't expire until December 2024, I called ********************** today, October 16, 2023, and spoke with a representative named ****. He told me that Westwood deposited a week in February 2022 and that they should not have done that to me because it was a "week in the past." since I didn't even call until December 2022. **** told me he couldn't change it because Westwood made the mistake and to call them. So I immediately called Westwood and spoke to an employee I think was named *****. I fully explained the situation to her. She told me she couldn't change it because it was already done. I informed her of what ********************** told me. That it was Westwoods fault and my deposited week should not expire until December 2024.I paid approximately $690.00 for my annual timeshare maintenance fee plus $99.00 to join ********************** so I could bank my week for 2 years until December 2024. Westwood should not have deposited a week in February 2022 which is 10 months prior to me even calling them. They are causing me to lose 10 months of my ********************** membership.

  Customer Answer

  Date: 10/18/2023

  I am submitting 2 attachments: 

  One is the postcard I received from ********************** stating my deposited week expires February 18, 2024. It should expire December 2024. Also, the invoice from Westwood with the date and amount paid.

  And, **** from ********************** told me to call Westwood and tell them to call ********************** and request an extension for me at no cost to me. When I called Westwood and asked ***** to do that she refused. I told her ********************** told me Westwood made a mistake and  never should have done that and they need to correct it so my deposited week doesn't expire until December 2024.

  Business Response

  Date: 11/10/2023

  Our reservation department has talked to  ******************************* numerous times and explained that Westwood has no control over the deposited week one it is sent to *********************** It  then becomes their stock to do with as they choose, which is described in their agreement with the timeshare owner. . Westwood has no affiliation with Interval. The agreement on banking a week is between the owner and *********************** Westwood reservations has made numerous offers ( Various week stays) to ******************* in an attempt to rectify the issues she is having with Interval. I was informed today that ****************** accepted a week stay at Westwood to settle the issue. Hopefully she is pleased with the outcome.

  Business Response

  Date: 11/17/2023

  Our reservation department has talked to  ******************************* numerous times and explained that Westwood has no control over the deposited week one it is sent to *********************** It  then becomes their stock to do with as they choose, which is described in their agreement with the timeshare owner. . Westwood has no affiliation with Interval. The agreement on banking a week is between the owner and *********************** Westwood reservations has made numerous offers ( Various week stays) to ******************* in an attempt to rectify the issues she is having with Interval. I was informed today that ****************** accepted a week stay at Westwood to settle the issue. Hopefully she is pleased with the outcome.

  Customer Answer

  Date: 11/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 20738651
  
  I am rejecting this response because: I called ********************** several times regarding this matter to which an advisor confirmed the following: ********************** claims that Westwood Villas is at fault because they initially submitted a "week in the past" and ********************** cannot change it once it was entered in  their system. So, Westwood Villas (****) did offer me another week. On the phone she said it was good for up to 2 YEARS. Well, she did it again. She deposited a week from this past March 2023 which will expire April 7, 2025. It's not good for 2 years because she deposited a week from 8 months ago. Yet, **** kept telling me that I had up to 2 YEARS to use it. This is wrong according to **********************. 2 wrongs don't make a right!!!

  Then I tried to get in touch with *******************, Operations Manager, on October 28, 2023. I left a message at 12:35pm but he didn't call back. I called him again on October 29, ******************************************** "I called ********************** and they confirmed no back date allowed." Then he said he would call me the next day because I told him this mess could be easily fixed. All I wanted was the week that is going to expire in February 2024 straightened out the right way. That February week should expire December 2024. Well, he never called back. **** at Westwood Never Never informed me that she deposited a week in the past. I'm fed up with Westwood!!!

   

  
  
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 12/03/2023

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

  I did speak to Mrs ****** on the phone and explained that Westwood has no control over what ******** does with the week she banked. ****************** has an agreement/ membership with ********************** to bank her weeks stay with any time share facility that she owns at, including the one owned at Westwood. The transaction between ****************** and ********************** has noting to do with Westwood. Westwood confirms that the week being banking is in good standing and that she does in fact own that week at Westwood. Once that week is given to ********************** by ****************** it is **********************'s  inventory to do use how they want. Any transaction related to that week after we conform it is in good standing and owned by ****************** is with **********************. ****************** should have access to sign into her ********************** account to see her weeks banked, weeks available and verify that it is correct. Westwood has no access to this information. . 

  I have called ****************** back on numerous occassions, between the end of October and beginning of November. I left voicemails in attempt to see if I could help resolve this issue. I have asked ****************** multiple times what exactly she is looking for. She has yet to provide me with a resolution. On 11/9/23 she was offered a week stay (12/223- 12/9/29)at Westwood in a pet friendly Villa, in an attempt to resolve this issue. The pet fee of $200.00 was waived as a courtesy. On 11/9/23 she accepted the offer and we at Westwood though the issues was resolved.  I have not had contact or received any messages from ****************** between 11-9-23 and 12-2-23.  On 12/2/23 at our annual board meeting ****************** became irate and was asked multiple times to calm down and relax. Members of the ***** of ********* and other owners attempted to explain to her the same thing I described above, that Westwood has nothing to do with ********************** and how they have had the same issues. One even offered to explain to her what to do to fix this with ********.  I spoke with her and her husband after the meeting  again explained to ****************** that Westwood had no authority or affiliation with **********************. the agreement was between ****************** and ******** international. I again asked her what exactly she wanted in additional to the week stay, she could not provide an answer. I believe Westwood would went above and beyond to help give **************** a fair resolution,,

  Customer Answer

  Date: 12/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 20738651
  
  I am rejecting this response because: First of all this complaint is NOT the fault of the timeshare company *********************** My complaint was against Westwood Condo Association. Therefore, I disagree with Mr. *********************** 2nd response to this issue where he blames *********************** My initial complaint was and is against Westwood for back dating my 2022 week 10 months. When I called Westwood (****) during the first week of December 2022, she told me that she was depositing Christmas week (2022) into the time share company. As a benefit of Interval, I could bank that week for 2 years which would be December 2024. But **** deposited a week in February 2022 which was 10 months prior. I didn't know she did this until I received a post card in the mail from Interval stating my week was going to expire February 2024 instead of December 2024. I called Interval to correct this and an agent (****) told me Westwood did it and they should not have done that. I wasn't even a member of Interval in February of 2022. I intentionally joined in December of 2022 so I could bank my week until December 2024. **** NEVER told me she did this. Again, she told me she was depositing Christmas week 2022. 

  Moving forward, another problem arose! During one of my calls to ****, she asked me what I wanted to do with my 2023 week. I told her I wanted a week in November at Westwood of this year. She told me none was available. The next available week would be December 16th of this year. I asked if I could carry it over to next year and she said NO. I told her I didn't want to lose the week since I paid my maintenance fee for the year so I would take it. Then she said she would put me on the list in case something else came up sooner. About a week or so after that **** called me and said December 2nd was available. I told her I would take it. After that **** called again during November and told me that Westwood agreed to give me an extra week because of the problems I was experiencing but it had to be deposited into Interval. I told her my membership with Interval was going to expire and I would just like the extra week at Westwood. She said it wasn't possible, but the week would be good for 2 years. That was false because **** did it again. She back dated the extra week back to March 2023. NOW HERE IS THE OTHER PROBLEM. When I read ****************** second response, he stated the extra week was the one I just used at Westwood and my week that I paid my 2023 annual maintenance fee for was deposited into Interval. I NEVER gave **** permission to deposit my 2023 week into Interval. I booked my 2023 week for the week of December 2nd at Westwood!!! This was very clear to her on the phone. This employee has made one mistake after another. It appears that she just does what she wants to do. I believe she tells me one thing and feeds ************** another to protect her job. Why would I want to deposit my 2023 week that I paid the maintenance fee for when in fact I was going to stay at Westwood in December of this year (2023)? She told me the extra week was being deposited into Interval and that's the truth.

  Also, I did attend the Westwood Condo Association owners annual meeting on December 2, 2023. When I attempted to voice my complaint, I was told it didn't concern the other owners. My husband, *****, spoke up and said it did. Again, I tried to continue but the ***** of ********** *********************** in particular tried to silence me. I got very upset, not irate, and started to cry to the point of me shaking. Eventually I explained what the problem was regarding depositing back dated weeks. To this day I don't think they understand the entire situation. They were talking over me and giving me a hard time.

  I was told to stay after the meeting to resolve the issue in which my husband and I did. At that time, we told ************** that we were checking in later that day and we would get in touch with him during our stay. During that week I called the Westwood office and spoke to a lady by the name of ***** in Administration. ************** was not available. I don't think she understood my situation either. **************, in his second response stated he called me "numerous" times. I found one message on my answering machine. He also stated that he told me the pet fee was waived. He never told me that. The girl waiting on me when checking in took my credit card and attempted to charge me $200.00 for the pet fee but she said my credit card would not go through. I told her there was nothing wrong with my credit card and it must be her system. Little did we know there wasn't any wi-fi available at Westwood. I thought it was only temporary but when I called the office, I was told it would it was down since before Thanksgiving and it could take weeks to get it fixed! I see that ************** sent his second response via BBB on December 4th when I did not have access to wi-fi. 

  This has been a very stressful situation for my husband and I due to the above issues with Westwood. After owning our timeshare responsibly for over 20 years and faithfully paying our annual maintenance fee, we don't want it anymore. We are willing to give it back to Westwood Condo Association for FREE!

   

   

   

   

   

  
  
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:02/01/2023

  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.

  Westwood Condo Association is a timeshare organization. I have been an owner on the Westwood Villas property since 1972 and have always paid my maintenance fees on time. Last year, I arranged for a week's reservation for my daughter, son-in-law, and friends for a week's stay in August. Because of issues with their villa and amenities, the party stayed for only two days and left. I have attempted to contact the Association via email and regular mail, but to no avail. My email was never answered, and two USPS mail attempts came back as "undeliverable." I have attached the correspondence that was sent. Because of the inconvenience to my family and the condition of the property, I requested a waiver of my 2024 maintenance fees and assurances that the property is being maintained. As mentioned earlier, I have had no reply from the Association.

  Customer Answer

  Date: 03/01/2023

  Regrettably, there is no option for "company has responded but complaint not resolved." I have attached an undated response that I received two days ago. The response does not address my request for a waiver of my maintenance fees this year. I have contacted legal counsel and am beginning proceedings to void the contract that I have with this timeshare.

   

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Westwood Condo Association regarding complaint ID ********.
  
  Regards,
  
  ***************************

  Business Response

  Date: 03/10/2023

  We have contacted the consumer and resolved this issue.