ComplaintsforCentral Florida Investments, Inc.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to cancel the timeshare with Westgate. I sent them a letter which they received it on March 13, 2024. They have not responded to me. I am filing this complaint seeking help with getting the response to my letter. I will also include the copy of it. It is very frustrating that I've already been a victim of endless lies form Westgate, and now they can even respond to my letter. Please, help me!

  Business response

  07/26/2024

  July 26, 2024
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  ********************************************************************************************
  
  RE:***********************
         Complaint ID # ******** - Account # *********** - *********
  
  Dear ********************,
  
  Westgate Resorts is in receipt of your correspondence regarding ****************** complaint.We thank you for the opportunity to respond.
  
  We ask you to understand that our research and review of ****************** presented concerns is still in progress as of the time of this response. While we apologize for any delay at this time, please recognize that an acknowledgment email was issued to **************** on May 16, 2024, stating that he might experience a delay in our response time. Nonetheless, we can confirm that we will be issuing a response to his concerns as soon as possible.
  
  In the meantime, while we work on responding to **************** and his concerns, we encourage him to reach out to our ***************************** at **************,should he require direct assistance with his account.
  
  Respectfully,
  
  **************, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  **********************************************
  
  Ak/am

• Initial Complaint

  07/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  To whom it may concern, I am writing to express the numerous issues and unfulfilled promises that have left me feeling misled and regretful of my decision to engage with your organization.First, the underwhelming quality of the accommodations we were provided. The view and smell of dumpsters and a parking garage were far from ideal, and it is disheartening to think that these were the surroundings we were meant to enjoy during our luxury vacations. Frankly, I felt embarrassed to admit that such accommodations were even selected for us.It has also come to my attention that the maintenance fees we were initially informed about are significantly lower than the current charges. This crucial piece of information was conveniently withheld from us during the sales process. It is both disappointing and frustrating to discover that we were not provided with accurate and transparent information regarding the financial obligations associated with our timeshare ownership.These grievances, coupled with the other issues I have previously mentioned, have eroded the trust and confidence we once had in your company. It is evident that the promises made were not upheld, and we have been left feeling deceived and dissatisfied.I hereby demand the immediate cancellation of my timeshare contract as well as a refund for any amounts paid that were based on false or misleading information.I have attached a copy of the previous letter we sent over for your convenience.****,*********** and *********************************

  Business response

  07/31/2024

  July 31, 2024
  
  
  *****************************
  Consumer Affairs Representative
  H363**73932383**831H serving Central H3**73**73**03**83434H
  **********************************************************************************************
  
  RE: *********** and *********************************
         Complaint ID # ******** Account # *********** *********
  
  Dear ********************,
  
  Westgate H343**6303530333931H is in receipt of your correspondence regarding *********** and *********************************** complaint. We thank you for the opportunity to respond.
  
  *******************, please know that Westgate has previously addressed these concerns presented by Mr. and *********************. Notwithstanding, please advise Mr. and ********************* that their account was defaulted due to non-payment; as such, they are no longer the owners-of-record. As a courtesy, you may find a copy of our previous response below for your review.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****************, Executive Team
  Owner Relations Correspondence
  ********************************************** (Attn: ******.)
  
  Sb/bp
  
  August 31,2023
  
  
  ********** and *********************************
  ******************
  *****************
  
  E-mail: *******************
  
  RE: Account # *********** / Case # *********
  
  Dear Mr.and *********************,
  Thank you for your patience while we reviewed your correspondence. We apologize for our delay in response, and for any inconvenience this may have caused. Please be advised that a thorough review of your account was completed on multiple levels to ensure that the conclusion reached is as accurate as possible. For your convenience, we have attached additional copies of any signed contract documents mentioned herein. You may find our response below.
  
  Mr. and *********************, it is our most sincere regret to read that you no longer wish to be the owner of a timeshare with Westgate H343**6303530333931H. 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 ************************************************************ to purchase. We ask for 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. Ultimately, the decision to purchase a timeshare was yours to make as a consumer.
  
  With regard to your claim that you were advised that the seasonal upgrade fee would only be $200, while this is unsubstantiated as it is based on a verbal statement that cannot be validated, please allow us to briefly explain your ownership and some benefits you have as owners. On August 25, 2021, you purchased a Value-Season Week in a 1-Bedroom Deluxe Villa for use during the Odd-numbered years with the First Occupancy in 2023 at the Westgate **********************************************. Keep in mind that you purchased under the Floating Use Plan for reservations, wherein you do not own the use of a specific unit, but a certain unit type, based on availability.Therefore, you have the right to occupy your villa at your home H3233303**53735343539H during your current year and season of ownership without being charged additional fees. 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. Any reservations outside of your contracted usage rights are considered Owner Benefits, which are non-contractual in nature. For example, exchanging your week into another season, like other owner benefits,is subject to change or revocation at any time, based on availability, and subject to the Westgate H343**6303530333931H Internal Exchange terms and conditions, as indicated on your Acknowledgment of Representations (***) document.
  
  As for your concern regarding the building that your timeshare unit is located in, please be advised that you are contracted usage rights to a timeshare unit in building 1000. If you were to book a reservation in building 2000, please be advised that you may be subject to a unit upgrade fee. We apologize for any confusion that you may have experienced with regard to this matter, and we assure you that we remain at your service to address any further questions or concerns you may have regarding your ownership.
  
  Regarding your concerns about being able to book cheaper stays on the Westgate website, please know that at each property, there are two allotments of inventory: sold and unsold. Sold
  inventory consists of weeks that have been backed by a contracted sale in which an owner is contractually bound to pay the maintenance assessments. Since Westgate pays the maintenance assessments and taxes on all unsold inventory, it has the right to and chooses to use it to promote growth and offset costs by offering H333537303435393**733Hed vacation packages and rental stays using unsold inventory that it controls. To be clear, this unsold inventory in no way affects the consumers sold allotments availability. Please also be advised that you are able to book from an owner-exclusive inventory pool and are entitled to rights and benefits that are solely offered to our owners. The H333537303435393**733Hed stays that you see online are governed by very strict requirements,which include a limit as to how many a consumer can accept.
  
  With respect to your concern about being required to pay the maintenance assessments prior to
  being able to utilize your timeshare, please understand that at the time, the account was still in escrow, and as the Contract for Purchase and Sale (Contract)document states, "The developer may, at its sole option, allow the purchaser to occupy a timeshare unit after the rescission period has expired but prior to closing. In such event, the developer may require the purchaser to pay the then-current maintenance fee for the timeshare unit occupied by the purchaser, in lieu of rent. We can also confirm that maintenance assessments are due on January 2nd of each occupancy year.
  
  Regarding your concerns about the maintenance and tax assessments, it is important to understand that the dues represent the only source of revenue available to pay the cost of maintaining your home H3233303**53735343539H. Upon further review of the *** document,your signatures and initials on this document confirm that you were advised that the maintenance fees were estimated. This information is also disclosed in the Contract document. Please also be advised that the Closing Disclosure document states that the estimated taxes, insurance, and assessments can increase over time. The owners association 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 H3233303**53735343539H increases, this increase to the budget is divided amongst all the H3233303**53735343539H owners so that each pays their fair share of the increase.
  
  We also understand your affordability concerns; however, keep in mind that your initials on the *** document confirm that you agreed you had the financial capacity to enter into the transaction. Moreover, per the executed Contract and Closing Disclosure documents, you were provided the information needed to make an informed financial decision, and regarding your claim that it would be cheaper to travel with a timeshare, keep in mind, at the time of purchase, you were provided with the costs associated with travel. Please understand that as the consumers, it was your responsibility to review the financial obligations associated with the purchase to ensure that the purchase fits within your financial means.
  
  Our research has concluded that you were given full and fair disclosure of the purchase terms and conditions. As a consumer, it was your responsibility to review the terms of the purchase to ensure they fit within your financial means and travel needs. For Westgates and your protection, the contract documents signed and initialed by the parties are considered expressions of our mutual understanding of the purchase transaction. Please know that Westgate too is bound to comply with the terms of the executed contract documents, which constitute the only verifiable evidence to establish the terms of your ownership. With that being said, it is Westgates position that your contract is valid and enforceable.
  
  However,please be advised that your account was cancelled via Purchasers Default on July 11,2023, due to non-payment. Per the terms and conditions of your contract,Westgate has the right to retain all monies paid as liquidated damages;therefore, no refund will be issued. You may review the attached, additional copy of the Contract document, page 2, paragraph #**, for the complete disclosure. Please be advised that you are no longer the owners of record, and you do not have any further contractual obligations to Westgate H343**6303530333931H. If any questions or concerns should remain, we may be contacted at the email address furnished below. Thank you for the opportunity to be of service.
  
  Respectfully,
  
  Executive Team
  Owner Relations Correspondence
  Westgate H343**6303530333931H
  **********************************************
  
  Cm/am
  Attachments (Additional Copies)

• Initial Complaint

  07/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  To whom it may concern,I am writing to request the immediate termination of our timeshare contract with your company.Despite our months of loyalty to Westgate, it has become abundantly clear that we have been subjected to unethical sales practices and increasing financial burdens, leaving us with no choice but to end our timeshare membership.Our initial encounter with Westgate came when we were searching for vacation deals for the summer. Your offers led us to attend a 90-minute presentation, which was never explicitly mentioned as a timeshare sales pitch. During the presentation, the representative inquired if we knew it was about timeshares, and we honestly replied that we did not. Nonetheless, he persisted in his sales pitch, even as we expressed our disinterest.What followed was an extended sales pitch that left us feeling pressured and manipulated. Our representative insinuated that we were obligated to endure the entire presentation, leaving us feeling trapped and misled. Under these high-pressure circumstances, we were made to believe that purchasing the timeshare would save us money and provide the opportunity to rent it out or sell it for profit. However, this claim was extremely false and downright incorrect.Over time, we realized that renting out our timeshare was nearly impossible due to better deals offered by Westgate, resulting in significant financial losses. Additionally, the market value of our timeshare has plummeted to nearly nothing, with timeshares on **** being sold for just $1. Our financial situation has further deteriorated as ***** has been unable to work while taking care of our children.After careful consideration of our options, we have concluded that terminating our timeshare contract is the most appropriate course of action. We demand the immediate cancellation of our contract and be refunded all expenses incurred.Sincerely,Mautes *****, ***************************

  Business response

  08/01/2024

  August 1, 2024
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  **********************************************************************************************
  
  RE: Mautes ***** and ***************************
         Complaint ID # ******** ******* # *********** *********
  
  Dear ********************,
  
  Westgate Resorts is in receipt of your correspondence regarding Mautes ***** and ***************************** complaint.We thank you for the opportunity to respond.
  
  *******************, please be advised that Westgate has previously responded to these same concerns presented by ************** and ******************** and Westgates position remains as previously set forth. As a courtesy, you *** find a copy of Westgates previous response below.
  
  Notwithstanding the above, we truly regret to read of the struggles ************** and ******************** are currently facing. While their contract is valid and we are unable to provide the resolution they seek, we wish to assure ************** and ******************** that Westgate is willing to work with them during their hardship. We encourage them to reach out to our ******* Services Team directly at ************** to request a hardship application. Please advise them that they 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, they will be notified in writing of Westgates decision.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****************, Executive Team
  Owner Relations Correspondence
  ********************************************** (Attn: ****************)
  
  Sb/bp
  
  
  November 20, 2023
  
  
  Mautes ***** and ***************************
  ***************************************************************************************
  
  Email: ******************
  
  RE: ******* # *********** *********
  
  Dear ************** and ********************,
  
  We appreciate your continued patience while we reviewed and researched your concerns. We apologize for our delay in response and for any inconvenience this *** have caused. You *** find our response below.
  
  ************** and ********************, we are saddened to read that you no longer wish to be owners with Westgate Resorts; however, we understand that when life brings financial challenges, it can lead to uncertain times. Please know that we deeply value your relationship with Westgate Resorts and are committed to providing you with the highest level of service.
  
  We sincerely apologize for any inconvenience you *** have experienced due to the length of the presentation you attended if you felt pressured or uncomfortable in any way. Please remember that you were only required to attend the presentation for ************************************************************ purchase. We ask for 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. Moreover, with respect to your claim that you did not know the presentation was for a timeshare, per the Vacation Package terms and conditions, which you received prior to arriving on the property, you were advised that the package was intended for the solicitation of timeshare periods.
  
  Regarding your claim that the timeshare would be a way to vacation and save money, please be advised that at the time of purchase, you were provided with the costs associated with your purchase. It would have been your responsibility, as the consumers, to ensure that the timeshare fit into your vacation and financial needs.
  
  As for your concern regarding renting out your property,please know that you *** do so; however, this would be at your own discretion,as Westgate does not have a rental, resale, or buyback program to assist you with the resale or rental process for your timeshare. Additionally, as for not being able to rent due to Westgate renting for a lower price, please understand that at each property, there are two allotments of inventory: sold and unsold.The Developer pays the *** on all unsold inventory just as owners, such as you, pay the *** on sold inventory. Because of this, each of you has control of the usage rights, which will allow you to rent, sell, or use the property any way you see fit based on availability. That being said, the Developer chooses to use his unsold allotment toward growth, which results in offsetting resort fees. To be clear, this unsold inventory in no way affects your sold allotments availability.
  
  ************** and ********************, while we hope your hardships soon ease, Westgates position is that your contract is valid and enforceable, and your request for cancellation is respectfully denied. While we are appreciative of your concerns, we remain here to help you. We encourage you to contact our ******* Services Team at ************** for assistance. While they do not provide contract cancellation services, they are committed to helping you. They will explore options that *** be available to you to assist you with bringing your account current with any financial difficulties in mind.
  
  As always, we remain at your service. If you have any other questions or concerns, please contact us through the email address provided below.
  
  Respectfully,
  
  Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  **********************************************
  
  Sb/am

• Initial Complaint

  07/15/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We purchased a timeshare at Westgate Lake Resort (WGL) in Orlando on 12/19/2023. It was our first visit, and we were unfamiliar with the resort and the timeshare program. They insisted we attend a 2-hour presentation, which turned into 5 hours, led by specific salesperson (Name and phone number is known). He made many promises, including helping us rent our timeshare and providing full support. Overwhelmed and inexperienced, we ended up paying nearly USD ***** upfront for a timeshare priced at around USD ******, with financing at approximately USD *********. Paying monthly *****% interest until Dec. 18, 2033. And yearly Maintenance costs of USD 1,334.00.Since returning home to ********, ******************* has been unresponsive, giving no support as promised. We feel misled and pressured by WGL into making a ***** decision with insufficient information. Despite multiple attempts to contact WGL to file a complaint, including a frustrating 39-minute call on July 5th, 2024, where I was repeatedly redirected and had to explain my issue multiple times, we have not received any resolution.We feel very deceived and dissatisfied and want to cancel the contract.

  Business response

  07/31/2024

  July 31, 2024
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  ********************************************************************************************
  
  RE:**************************
         Complaint ID # ******** - Account # *********** - *********
  
  Dear ********************,
  
  Westgate Resorts is in receipt of your correspondence regarding Ms. ********** complaint. We thank you for the opportunity to respond.
  
  We apologize if Ms. ********* 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 Ms.********* agreed to attend a timeshare tour and sales presentation for the agreed-upon time to receive the offered incentives; however, because she chose to purchase, execution of the necessary contract documents took additional time. We apologize for any inconvenience. Nonetheless, Ms. ********* was never obligated to remain past the agreed-upon time to receive an incentive or to purchase a timeshare. As the consumer, she 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 her concerns are not addressed to her satisfaction.
  
  Please know that, as the owner of deeded timeshare real estate, Ms. ********* has the option to use, rent, sell, or will the property as she desires;however, this would be at her 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 **************.
  
  Ultimately,Westgates position stands that full and fair disclosure of all purchase terms was provided to Ms. ********* at the time of sale, including the mandatory rescission period and all associated terms. As the consumer, it remained her responsibility to review all terms at length. As such, the contract, as written, remains valid, enforceable, and not subject to cancellation.
  
  We understand that it can be frustrating to learn her contract cannot be cancelled; however, please know that we do want to help Ms. *********. Our offer of assistance is intended to provide her with additional resources and a choice of whether to accept or decline any available options. Our department referrals will provide help to the best of their abilities. For direct assistance with her account, we ask that Ms. ********* please contact our *************************** directly at **************.
  
  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 furnished below.
  
  Respectfully,
  
  **************, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  **********************************************
  
  Ak/bp

  Customer response

  08/01/2024

   
  Dear ********************,
  
  First and foremost, thank you for Westgate Resorts response. We appreciate the time and effort taken to address our concerns.
  
  It is difficult to recount our case as Westgate has. From my/our perspective, the experience felt somewhat manipulative, as the sales representative continued to press until I/we felt convinced, using false promises before any paperwork was even presented. Being neither from the *** nor familiar with the Westgate program, we believe this was taken advantage of.
  
  While records may show that I/we signed the documents, this only occurred after experiencing 'aggressive' sales tactics. We maintain that the primary objective was to sell us a timeshare, leaving us to figure things out on our own afterward. During the convincing process, however, we were led to believe otherwise.
  
  Another challenging aspect is that we were assigned two contacts (the sales representative and the notary), both of whom assured us of their support post-purchase. However, at the time of reviewing and discussing the documents, these individuals were unavailable after the purchase and remain so. This further eroded our trust in Westgate.
  
  Although Westgates position is that all terms were disclosed at the time of sale, I maintain that the process was conducted in such a way that, overwhelmed by promises and assurances from the sales representative, I made the purchase based on their trust. Due to my lack of experience, knowledge, and awareness, I thought that with Westgate being a large organization, nothing could go wrong. The last thing I expected were manipulative tactics and false promises.
  
  The documents do indeed outline the terms, but I must note that the font is extremely small and the English level is quite academic. It is unreasonable to expect that I would fully comprehend everything at the time of signing, but I trusted what the notary and salesperson were presenting to us as the truth. This is where the disconnect lies.
  
  I appreciate that Westgate is open to providing assistance. This situation is not only frustrating but has also left me feeling upset and disillusioned with Westgate. I am sorry, but I cannot continue my relationship with Westgate under these circumstances. It simply does not feel right. I am open to hearing what solutions are available. Currently, I am in debt due to the false promises made primarily by the salesperson. I look forward to your response. Thank you very much in advance.
  
  Sincerely,
  
  **************************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To Whom It May ************** a vacation in ********* in the summer of 2022, my sister **** and I were enticed into attending a timeshare presentation at the Westgate hotel under false pretenses. We were promised free tickets and breakfast in exchange for attending a brief presentation, only to find ourselves subjected to a high-pressure sales pitch lasting hours.The presentation misled us about the costs, benefits, and availability of the timeshare. Despite promises of flexibility and access to properties, we discovered severe booking limitations and unresponsive customer service when attempting to utilize our timeshare. Furthermore, subsequent attempts to negotiate more manageable terms were met with additional deceptive practices and hidden fees.Given these misrepresentations and our inability to utilize the timeshare as promised, we formally request to terminate our contract with Westgate and seek a refund of all payments made. We no longer wish to be associated with this timeshare.Sincerely,

  Business response

  08/01/2024

  August 1, 2024
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  ********************************************************************************************
  
  RE:*********************** and *********************
         Complaint ID # ******** - Account # *********** - *********
  
  **ar ********************,
  
  Westgate Resorts is in receipt of your correspondence regarding ****************** and Ms. ******************* complaint. We thank you for the opportunity to respond.
  
  *******************, first and foremost, while the consumers opted to leave the allegations generalized for their Better Business Bureau complaint, please be advised that Westgate has addressed ****************** and Ms. ** ******** concerns previously in a very thorough manner. While we regret to read of their feelings towards Westgate, please know that Westgates position remains unchanged. As such, we will be forwarding additional copies of our responses to ****************** and Ms. ** La Haye, via the email on file, for further review.
  
  Ultimately,the contract, as written, remains valid and enforceable. Nonetheless, as we continue to deeply value ****************** and Ms. ** ******** relationship with Westgate Resorts and remain committed to providing them with the highest level of service, we encourage them to reach out to our department referrals as they aim to provide owners with direct assistance with their accounts. For further assistance with their Westgate account, we ask that ****************** and Ms. ********** please contact our *************************** at **************.
  
  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
  Owner Relations Correspondence
  Westgate Resorts
  **********************************************
  
  Ak/am

• Initial Complaint

  07/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ****** and ***************************** *************************************************** Account# *********** To Whom it May ************ letter is to explain our current situation and why we need to get out of this Westgate Timeshare. When we purchased the timeshare, we were advised that we would be able to use and book time when and where we wanted. This has proven to be untrue as there are lots of restrictions on reservations and travel times. We were given false information related to upgrading and monthly fees. Our current financial situation has changed both of us have experienced changes in our careers which force us to reevaluate our financial situation. We have made several attempts to request other payment options with no assistance or resolve. As a result, this has become an overwhelming financial burden. Therefore, we have no other choice but to stop paying and let the foreclosure process begin.Respectfully,****** and *****************************

  Business response

  07/31/2024

  July 31, 2024
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  **********************************************************************************************
  
  RE: ****** and *****************************
         Complaint ID # ******** ******* # *********************
  
  Dear ********************,
  
  Westgate Resorts is in receipt of your correspondence regarding ****** and ******************************* complaint.We thank you for the opportunity to respond.
  
  ********************, please be advised that the vague claims presented by Mr. and ***************** lack enough specificity to allow us to research them, as the consumers have participated in six (6) different timeshare purchases and presentations since 2016.
  
  Notwithstanding, with respect to their concerns regarding their contracted usage, please be advised that our records indicate that on December 17, 2022, Mr. and ***************** purchased a VALUE-Season Week in a 1-Bedroom Deluxe Villa for annual use, with the first occupancy in 2023, at the Westgate ************************************* & ***********We wish for Mr. and ***************** to keep in mind that they purchased under the Floating Use Plan for reservations, wherein they do not own the use of a specific unit, but rather a certain unit type, based on availability. Therefore, they have the right to occupy their villa at their home resort during their current year and season of ownership without being charged additional fees.Furthermore, we ask for them to understand that all booking of floating use travel is based on availability.
  
  At the conclusion of our research, Westgates position is that Mr. and ******************* contract is valid and enforceable. We wish the consumers to know that we truly regret to read of the struggles they are currently facing. While their contract is valid and we are unable to provide cancellation, we wish to assure them that Westgate is here to help. We encourage Mr. and ***************** to contact our ******* Services Team at ************** for further assistance. While they do not provide contract cancellation services,they are committed to helping them. They will explore options that *** be available to Mr. and ***************** to assist them with bringing their account current while keeping in mind any financial difficulties they *** have.
  
  We thank you for the opportunity to be of service.
  
  
  Respectfully,
  
  ****************, Executive Team
  Owner Relations Correspondence
  ********************************************** (Attn: ****************)
  
  Sb/bp

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 05/31/24 , I called over phone and purchased a Vacation package stay at Westgate Villas Resort. The stay consisted of 5 nights , six days in a two ***room Villa. Sleeping arrangements were stated two queen ***** one king *** and one queen sleeper. I was told the total would be $611.95 and $29.99 for Vacation insurance, which i paid $641.90. I was also advised that i needed to call back 5 days before the vaction to confirm my stay , if not i would forfeit my stay. On 06/24/ 24, i called to confirm my stay, at that point i was told i needed to pain additional fee of $97.20 for Resort fees. I paid the fee when checking in to the Resort, at that point i was told if me and my guess wanted to use the water park. It would be $25 per person, it was no biggie we would just use the pools. I went to my Villa the sleeping arrangements consists of one Queen ***, two full ***s and one queen sleeper, not what was promised. That Saturday 06/29/24 we went to ******* and got groceries , put them in the fridge to find out it wasn't working properly. I called the front desk several times, finally someone answered and sent a repair person to supposely correct the problem. The person told us to call at 5:30 pm to the front desk if the fridge still didn't work properly, he got there at 3:30 pm. When i called the front desk and informed them about the problem , they them sented someone with huge bag of ice to the Villa. The rest of the stay the fridge never worked properly no ice maker and semi warm liquids.

  Business response

  07/19/2024

  July 19, 2024
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  **********************************************************************************************
  
  RE: *******************
         Complaint ID # ******** *********
  
  Dear ********************,
  
  Westgate Resorts is in receipt of your correspondence regarding ********************* complaint.We thank you for the opportunity to respond.
  
  *******************, please be advised that Westgate has been in contact with the consumer, and we are pleased to inform you that an amicable resolution has been reached.
  
  You may consider this Westgates response. Thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****************, Executive Team
  Owner Relations Correspondence
  ********************************************** (Attn: ****************)
  
  Sb/am

  Customer response

  07/19/2024

   
  Complaint: 21945269
  
  I am rejecting this response because:
  I dont feel a upgrade would be appropriate considering I paid $400 more for a update to begin with 
  Sincerely,
  
  *******************

  Business response

  07/31/2024

  July 31, 2024
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  **********************************************************************************************
  
  RE: *******************
         Complaint ID # ******** *********
  
  Dear ********************,
  
  Westgate Resorts is in receipt of your additional correspondence regarding ********************* complaint. We thank you for the opportunity to respond.
  
  *******************, we are sincerely disheartened to read of ****************** dissatisfaction with Westgates offered resolution.
  
  While **************** has not provided any additional allegations for our review, please be advised that after further review of her original claims with our *************** team, we wish to encourage **************** to report any similar issues if they arise in the future to our security team while at the resort.
  
  Notwithstanding the above, please advise **************** that our previously offered compensation of an upgrade still stands and will be honored if she decides to utilize it.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****************, Executive Team
  Owner Relations Correspondence
  ********************************************** (Attn: ****************)
  
  Sb/bp

  Customer response

  07/31/2024

   
  Complaint: 21945269
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************;

  Im tried this way to which no solution I was offer was acceptable. I will take the matter up with my Credit Card at this point. Thanks again for the assistance 

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A Time Share deed proposal was signed off for, with sales agents of Westgate ******************************** They initially market the product to us as ownership of a condo on their resort, with the option to earn by renting. They drastically reduced the price to make it attractive, with a down payment plan in place. I advised that the most I could make in payment now is $1000 from my checking account. They offered a credit card which I originally declined, but was told that I would need it. To my understanding a credit card is no harm if it is not being used so I went ahead and signed. After signing said card, they went ahead and completed a transaction towards the down payment for $2000 immediately. Everything was going by so quickly and it never dawned on me that this card was charged even before I knew of approval or getting the actual card.The proposal was signed at Westgate ******************************* in ********* on 06/27/24 and within 24 hours they were called to request the cancelation of the proposal, refund to checking account and credit card payment returned. A total of six individuals including those that completed the deed was contacted. We requested the cancellation with all refunds returned, but we got the run around until one manager agreed that the proposal can be canceled in writing within 3-5 days.On 06/28/24 all coupons, gift cards, tablet and items they gave us were returned along with our signed written request through our local post office. **** delivered a written request to cancel the account on 07/01/24. A follow up call was made to the agent that completed the transaction, who rudely said to call corporate to cancel then hung up on me.

  Business response

  07/19/2024

  July 19, 2024
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  ********************************************************************************************
  
  RE:Peta-Gay ********
         Complaint ID # ******** - Account # *********** - *********
  
  Dear ********************,
  
  Westgate Resorts is in receipt of your correspondence regarding ******************** complaint.We thank you for the opportunity to respond.
  
  Please be advised that ******************** rescission request has been processed and the account has been cancelled and refunded accordingly. She 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 ******************** will remember Westgate Resorts for his future vacation needs or if he considers vacation ownership in the future.
  
  Respectfully,
  
  **************, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  **********************************************
  
  Ak/am

  Customer response

  07/19/2024

   
  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,
  
  Peta-gay ********

• Initial Complaint

  07/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  During my visit to Westgate *********************************** in **********, **, from September 22nd to September 30th, 2022, I was approached at The 3 Bears Gift Shop in ************ and invited to a 90-minute presentation in exchange for attraction tickets and other perks. Despite repeatedly stating my fixed income and age (over 70, which disqualifies me to purchase apparently), the sales team, including *****, *****, and *******************, persistently pressured me into purchasing a timeshare unit. The process, which began at 9 AM and lasted until nearly 5 PM, ended with me agreeing to a unit I couldn't afford. They hastily arranged a loan and withdrew promises of mortgage protection after closing due to my age, leaving me feeling deceived and financially burdened. This experience has severely impacted my ability to enjoy time with my family and manage post-COVID-19 health issues. I urgently request release from this agreement.

  Business response

  07/15/2024

  July 15, 2024
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  ********************************************************************************************
  
  RE:*******************
         Complaint ID # ******** - Account # *********** - *********
  
  Dear ********************,
  
  Westgate Resorts is in receipt of your correspondence regarding Ms. ***** complaint. We thank you for the opportunity to respond.
  
  Please understand that Westgate has responded to Ms. ***** concerns on multiple platforms. As such, we will be forwarding copies of these responses to ************ via her email address on file.
  
  Ultimately, Ms.***** contract remains valid and enforceable.Nonetheless, we truly regret to read of the struggles she is currently facing.While her contract is valid and we are unable to provide cancellation, rest assured that Westgate is willing to work with her during her hardship. We ask that ************ please reach out to our *************************** at ************** to request a hardship application.Please be advised, she 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, she 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
  Owner Relations Correspondence
  Westgate Resorts
  **********************************************
  
  Ak/am

  Customer response

  07/16/2024

   
  Complaint: 21926604
  
  I am rejecting this response because:
  

  This is greatly affecting my financial health putting me in economic jeopardy. You are putting me in danger and ask me to spread it out but are fully aware that that won't help my situation. The debt won't change, can you please explain to me how this is any different than sharecroppers. This is exactly the same situation of something that was made illegal many sharecroppers remained in a cycle of debt and poverty due to low crop prices and high interest rates on credit. How is my situation different? My debt is getting bigger and bigger but my FIXED income is not getting bigger. I urge you to reconsider out of concern for my financial health and understanding that the debt won't change and you keep raising the maintenance fees.

  Sincerely,
  
  *******************

  Business response

  07/19/2024

  July 19, 2024
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  ********************************************************************************************
  
  RE:*******************
         Complaint ID # ******** - Account # *********** - *********
  
  Dear ********************,
  
  Westgate Resorts is in receipt of your correspondence regarding Ms. ***** complaint. We thank you for the opportunity to respond.
  
  Ultimately, Westgates stance on this matter remains unchanged.Nonetheless, as we have previously advised, we urge ************ to reach out to our *************************** at ************** to request a hardship application regarding her current financial situation. She will need to fully complete the application and submit all necessary documentation to the address provided on the application. Westgate will not review any applications where such supporting documents are missing. Once the application is reviewed, ************ 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 address furnished below.
  
  Respectfully,
  
  **************, Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  **********************************************
  
  Ak/bp

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom it may concern I am writing to formally request the cancellation of my timeshare ownership. This is my second letter regarding this matter. For your reference, I have attached a copy of my initial communication dated 03/27/2023 During the sales presentation, I was provided with information that I now believe to be misleading and false. This includes representations about the benefits and features of the timeshare that have not been accurately reflected in my experience. Additionally, I was not made fully aware of the increasing maintenance fees associated with the ownership, which have become a significant financial burden.I believe it is in the best interest of both parties to terminate this arrangement and relieve me of any further financial obligations and responsibilities associated with the timeshare. Also, we want a full refund of any money owed to us.I request that you initiate the cancellation process promptly and provide written confirmation of the cancellation, including any additional steps or documentation required from my end.Thank you for your prompt attention to this matter. I look forward to receiving written confirmation of the cancellation in due course.Sincerely,******* and ***************************

  Business response

  07/18/2024

  July 18, 2024
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  ********************************************************************************************
  
  RE:******* and ***************************
         Complaint ID # ******** - Account # *********** - *********
  
  Dear ********************,
  
  Westgate Resorts is in receipt of your correspondence regarding Mr. and Mrs. ******* complaint. We thank you for the opportunity to respond.
  
  Please understand that Westgate has previously addressed Mr. and Mrs. ******* claims and our position remains unchanged. As such, we will be forwarding copies of our previous responses directly to their email on file so they may further review them.
  
  Ultimately,absent verifiable documentation to negate what the owners executed at the time of sale, Mr. and Mrs. ******* contract remains valid and enforceable. We understand that it can be frustrating to learn their contract cannot be cancelled; however, please know that we do want to help them. It is important to realize that our offer of assistance is something that provides them with additional resources and a choice of whether to accept or decline this offer.Our department referrals will provide help to the best of their abilities. For direct assistance with their account, we ask that Mr. and ***************** please contact our ***************************** by phone directly at **************.
  
  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
  Owner Relations Correspondence
  Westgate Resorts
  **********************************************
  
  Ak/am

*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. ↩