ComplaintsforCentral Florida Investments, Inc.

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern, On Saturday August 31st 2024, myself and my with *************************, were attending a tour of the ************************************* in **********, ** as requested when we booked our stay which was for the dates of August 30-September 2. We started by checking in at the tour registration and we arrived at 9:30am. Our tour guides name was *******, which his name tag said he was from *********. About ***** minutes into speaking with *******, we were interrupted by a man and woman who were identified as **** and ******** with the owner referral department. ******** stated they were going to dismiss the tour since we had started a timer before the tour. We were extremely confused why this was the case. Both me and *******, told ******** and **** that we DID NOT start a timer, and gave **** and ******** full consent to search our phones, and our property. I even pulled up my phone applications to show their was no stopwatch running, and ******* did the same with her phone. We believe this is a case of mistaken identity, because I have a brand new Garmin Forerunner 965 running watch which I was wearing. It is NOT a stopwatch, we did not set any timer during the meeting and again, we have done nothing wrong and we were excited to see what Westgate had to offer.**** and ******** even stated DIRECTLY TO US we believe you, and were sorry for the confusion, but you need to contact corporate and the tour is still dismissed.And for an example, in criminal cases within law enforcement you must have PROOF or EVIDENCE that somebody did something. In this case, there is no proof because 1) we didn't do anything 2) there was no video surveillance showing anything we did 3) **** and ******** stated to our faces "we believe you"Now were being told were going to be charged a $300 fee. This is not right, and this needs to be fixed. I've attached a picture of the watch face for reference.

  Business response

  09/10/2024

  September 10, 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.
  
  *******************, first and foremost, please allow us to sincerely apologize to *** and *************** for any lack of quality customer service they may have experienced while being our valued guests. We wish to assure them that Westgate Resorts demands strict adherence to the Westgate Standards of Excellence, our service protocol, at all times. We do not ever condone discourteous or unprofessional behavior. Although we offer continuous training for our staff, our most valuable tool to monitor individual staff performance is comments from our guests; therefore, we truly appreciate their efforts in bringing their experience to our attention.
  
  As for their claim that they were advised they would be charged a fee for the dismissed tour, please be advised that our records indicate that *** and ************** were never charged the Non-Qualify fee.
  
  It is our sincere hope that the actions of a few have not completely tarnished the consumers' impression of Westgate and that they will give us another opportunity in the future to serve their vacation needs.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****************, Executive Team
  Correspondence
  ********************************************** (Attn: ****************)
  
  Sb/am

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Deseando quien pueda leer esto de Westgate me de una respuesta a una solicitud que hice mucho tiempo atras sin recibir algun "recibido" ABSOLUTAMENTE nada. Esta situacion es desesperante porque desde un comienzo nos engaaron * no quieren ni siquiera responder a un problema que fue causado por su personal, por exagerar las ofertas, persuadirnos * hasta casi sentirnos obligados por compromiso a firmar un contrato que no estabamos seguro que queriamos pero nos hicieron sentir culpables por no darles un poco de vacacion a nuestros hijos, que si moria alguien se pasaba a la otra persona * que estaria saldado que no pagaria nada, pero todo eso es una mentira. Ustedes son estafadores, mintiendo!. Estando en la presentacion no les importo si teniamos hambre, estuvimos como 7 horas ahi encerrados, mi esposa necestaba salir de ese lugar para sus medicinas * no nos dejaron! Se burlaron completamente de mi, dandome una tarjeta sin ningun tipo de fondo como me hicieron creer, los **** "Gratis" que nos dijeron tambien otra mentira mas! Westgate, necesito me hagan el reembolso total te todo lo les hemos pagado, * solicitamos una vez mas la cancelacion de este contrato de manera INMEDIATA. Adjuntare la carta que les mande en abril * es la fecha de esta demanda, * no tengo respuesta, junto con la nota de la notario publico que se reia * decia que todo estaba excelentemente bien, que era una buena inversion, mentirosa! MI CONTRATO ES ***********.

  Business response

  09/16/2024

  September 16, 2024
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  **************************************************************************************
  
  RE: ***** Jacobo ********* and ********* ******
         Complaint ID # ******** Account # *********** *********
  
  Dear *** *************************************** Resorts is in receipt of your correspondence regarding ***** Jacobo ********* and ********* ******* complaint. We thank you for the opportunity to respond.
  
  *** ********, first and foremost, we wish to apologize for any inconvenience *** and Mrs. ****** may have encountered while attempting to communicate with our team. We realize that it can be frustrating waiting for a response. We ask *** and Mrs. ****** to understand that our research procedure is thorough and involves multiple departments working together to provide them with the affirmation that each of their concerns is being reviewed and researched in detail. This protocol ensures an accurate response with consideration for their concerns, and we are most appreciative of the patience they have granted this process. That being said, please advise ***and Mrs. ****** that Westgates current response will also act as our response to their original correspondence.
  
  Concerning Mrs. ******* claim about the sales representatives'alleged behavior during the sales presentation they attended, allow us to apologize for any lack of quality customer service the consumers may have experienced during their stay with us. We wish to assure them that Westgate Resorts demands strict adherence to the Westgate Standards of Excellence, our service protocol, at all times. We do not ever condone discourteous or unprofessional behavior. Although we offer continuous training for our staff,our most valuable tool to monitor individual staff performance is comments from our owners and guests; therefore, we truly appreciate their efforts in bringing their experience to our attention.
  
  Regarding *** and Mrs. ******* claim that they felt forced to purchase, we sincerely apologize for any inconvenience the consumers may have experienced due to the length of the presentation they attended and if they felt pressured or uncomfortable in any way. We ask them to remember that in order to receive the promised incentives, they were only required to attend the presentation for the agreed-upon time and had no obligation to remain past that time or to purchase. Ultimately, it would have been at *** and Mrs. ******* discretion to inform the sales staff or closing officer of any discomfort to ensure proper action was taken and refrain from purchasing if their concerns were not addressed to their satisfaction.Moreover, regarding their concern with the incentive they were provided, if there were any concerns, the consumers would have been well within their rights to bring them to the attention of management so that they could be addressed accordingly.
  
  With respect to *** and Mrs. ******* claim that they were advised that the purchase of the timeshare interest would be an investment opportunity, as it is not possible to validate verbal statements,the Developer requires all owners to complete the Acknowledgment of Representations (AOR) document. With this document, the Developer strives to eliminate the possibility of any misunderstandings with regard to what may have been presented to them, which may have influenced the consumers'decision to purchase. Acknowledgments #3 and #5 show that *** and Mrs. ****** purchased this property for personal use, that there were no representations made regarding investment, rental, or resale potential, and that the Developer does not have a rental or resale program to assist them. Additionally, the Public Offering Statement (POS) discloses that, the program of a timeshare interest should be based upon its value as a vacation experience or for spending leisure time, and not considered for purposes of acquiring an appreciating investment or with an expectation that the timeshare interest may be sold.
  
  As for *** and Mrs. ******* concerns with their contracted usage, please allow us to take this opportunity to briefly explain their ownership. Our records indicate that on May 10, 2022, *** and Mrs. ****** purchased an ALL-Season week in a 2-Bedroom Deluxe Villa for use during the Odd-numbered years, with the first occupancy in 2023, at the Westgate Vacation Villas Resort. We ask them 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. As reservations are based on availability, to improve the likelihood of securing desired travel dates,Westgate allows owners to book reservations up to eleven (11) months in advance of their travel dates. Moreover, with respect to *** and Mrs. ******* concern regarding the Mortgage Protection coverage, please be advised that it was made clear in the recorded signing as well as the documents that *** ****** was the covered party.
  
  Regarding *** and Mrs. ******* claim that they were not informed about the associated maintenance dues and taxes (M&T)obligation, please be advised that the executed Contract for Purchase and Sale, AOR, Proposal Review, and Closing Disclosure documents disclose the estimated M&T obligation to be due. A review of the recorded closing clearly confirms that the M&T obligation was discussed numerous times and at length with the consumers. They were well aware of it being due every other year and even discussed pre-payment or paying prior to the due date in order to receive the early pay discount. As such, their claim is wholly unwarranted.
  
  With respect to their concern with passing the timeshare on to their heirs, as each owners situation is unique, we encourage *** and Mrs. ****** to consult with a professional legal advisor regarding the inheritance process in the event of their passing.
  
  As for the remainder of *** and Mrs. ******* concerns, there are some areas in which we require more specific information in order to address them adequately, such as their claim that they are being charged an additional $100.00 a month. In the interim, Westgates position is that full and fair disclosure of the purchase terms, including the M&T obligation as well as the check-in days, was provided on the day of sale. As such, *** and Mrs. ******* contract is valid and enforceable.
  
  While we are appreciative of their concerns,Westgate is available to help. We encourage them to contact our **************** Team at ************** for further assistance. While they do not provide contract cancellation services, they are committed to helping them. They will explore options that may be available to *** and Mrs. ****** to assist them with bringing their account current.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** *.)
  
  Sb/am

  Customer response

  09/18/2024

   
  Comp**int: 22209853
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 9/17/2024 3:27:16 PM
  Gracias BBB por ayudarme con esta situacin. He recibido el email; estaba en ingls y lo tuve que traducir en ******. Quiero dirigirme a Westgate con su correspondencia. Los vendedores dijeron que esto sera transferido a nuestros hijos, quienes seran beneficiarios, y que tambin es un paquete que muchos otros usaban para hacer un buen dinero al rentar **s semanas a personas o familiares, que sera como una casa a ** que quisiramos ir a vacacionar. Ellos lo p**ntearon de manera muy positiva, pero result ser una mentira. Nos dieron informacin incorrecta. No estoy de acuerdo con ** dec**racin de que tienen altos estndares de calidad; es una mentira. Puedo adjuntar los emails que *** **** sin respuesta por meses!!!, los cuales fueron ignorados por completo, cuando l**maba los representantes no sabian nada al respecto.
  
  Tambin, nosotros estuvimos retenidos all por ** de 8 horas, desde **s 9 am hasta **s 5 pm. Fue estresante. Los vendedores saban que mi esposa **** diabetes porque se los dijimos; no poda ***** ******* cualquier cosa. Lo **** que daban eran hot dogs, papas y sodas. Los comimos por ** necesidad de ***** y ***** algo.
  
  Tenga en cuenta que no fue una so** persona ** que nos estaba metiendo ideas para que nos "re**jramos", mientras nos ayudaban a decidir cul sera ** mejor propiedad para adquirir; siempre iba uno y luego vena otro.
  
  Fuimos mal informados por los vendedores y el papel de ********************************** (AOR) que mencionan fue firmado bajo **s alegaciones falsas que les indiqu. Nos llenaron de promesas y, por ** desesperacin, salimos de all. Tambin el viaje que menciono: c**ramente les re**t cmo fue que *** ******, una de sus representantes, nos dijo que para **s fechas que queramos reservar no haba disponibilidad, y **** me dijo que nos daran una semana y que ** otra pagara dos das y que cuando llegramos nos daran una tarjeta. Fue otra mentira ** porque nos mandaron a un lugar donde ******* usando **s mismas tcnicas para que firmramos otros documentos, que sera lo mejor que actualizramos por habitaciones mas grandes. Ellos prometieron que firmramos y que ajustaran los pagos, pero me ***** por completo. Ellos se enojaron y empezaron a tratarme de manera descorts, arrogante y con prepotencia. Fue entonces lo ** desagradable; me sent humil**do en todos los lugares que intent pasar**. Cuando quise hacer uso de ** tarjeta que dijeron que tendra lo que haba pagado, result ser otra mentira.
  
  La carta de westgate me parece que no aborda mis preocupaciones y los puntos de vista que tiene son errneos. Una vez ** me refiero a su carta cuando dice "******* **** informados". No, no lo estbamos. Las promesas hechas en su primera presentacin, ** ** ***** experiencia agresiva y poco profesional, nos hace sentir poco apreciados y humil**dos por parte de ellos; quiero decir que a pesar de que los documentos contengan **s firmas, antes ******** sido firmados fuimos casi obligados a hacerlo, por nuestra libertad bajo falsas promesas que ahora resulta ser no asi. Ni siquiera les importaba los medicamentos de mi esposa; solo queran meternos un servicio que no es de utilidad. La divulgacin hecha por los representantes, incluyendo a *** ******, fue deshonesta y no ***** respecto a cmo son **s cosas. Adjunto parte de lo que sus representantes ya ******* enterados, incluyendo ** tarjeta donde an espero mi reembolso. Por **s razones antes mencionadas, solicito que mis ****** **** tomadas en cuenta Westgate, se proceda con ** cance**cin de este contrato y el reembolso que me prometieron sus representantes.Adjunto el numero de tarjeta, gracias. 
  

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

  Business response

  09/27/2024

  September 27, 2024
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  **************************************************************************************
  
  
  RE: ***** Jacobo *********
         Complaint ID # ******** Account # *********** *********
  
  Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding ***** ****** ********** complaint. We thank you for the opportunity to respond.
  
  Mr.********, regarding Mr. ********** concern with the incentive he received, we can confirm that the gift card was loaded with a total of $150.00 on January 31, 2023. For further review, please have Mr. ********* provide a merchant-provided transaction history.
  
  As for Mr. ********** concern with our initial response to the BBB being provided in English, please allow us to apologize for any inconvenience this may have caused. Please be advised that we will be providing a copy of Westgates response directly to the consumer to the email address on file in his preferred language of ********************************************** is well within his right to disagree with our position,Westgate has addressed the sales allegations he presents, and our position remains unchanged that his contract is valid. While we are cognizant of his concerns, Westgate is available to help. We again encourage him to contact our **************** Team at ************** for further assistance regarding his ownership.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** ****************

  Customer response

  10/02/2024

   
  Complaint: 22209853
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 10/1/2024 10:29:40 AM
  Sigo en desacuerdo con esta empresa, ya que no me brindan ayuda y esto es una mentira. He escrito varias veces y an no tengo respuesta. Cuando llamo a los nmeros que me han proporcionado en correos anteriores *************** y **************), siempre me piden que est al da, sin importar los problemas que he planteado. En ocasiones, he preguntado si saben de mi carta y nadie tiene informacin al respecto. La tarjeta no cuenta con saldo, a pesar de lo que afirma esta seora; fue muy vergonzoso intentar usarla en varios comercios y que no tuviera fondos.
  Adems, han ignorado el hecho de que nos mantuvieron presionados e insistiendo en darnos alimentos poco saludables, lo cual pone en riesgo la salud de mi esposa. Para m, esto no es un juego. Westgate me mantiene dando vueltas sin ninguna salida, y por eso sigo buscando ayuda. Solo pido no ser parte de una empresa que me obliga a responder por una actividad ilcita que en primer lugar no quieren admitir. Esta situacin me genera mucha tensin y no puedo dormir bien, pensando que cada da que pasa sigo sin solucin.

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

• Initial Complaint

  08/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a timeshare from Westgate Palace on December 30, 2023, and have paid over $6,000 without ever using the property. Florida Statutes Chapter 721 mandates a 10-day cancellation period, which was violated when Westgate closed the contract on the same day. Despite my attempts to cancel, Westgate refused, citing an expired rescission period. Their dismissive response stated, **************** does not form the laws that regulate our business; they are created by the government, on both federal and state levels." The sales process also involved deceptive practices, including false claims about property appreciation, ease of resale, and cancellation rights. I am seeking the cancellation of the contract and a full refund of all payments made.

  Business response

  09/11/2024

  September 11, 2024
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  **********************************************************************************************
  
  RE: Nasbly *******
         Complaint ID # ******** Account # *********************
  
  Dear ********************,
  
  Westgate Resorts is in receipt of your correspondence regarding Nasbly ******** complaint. We thank you for the opportunity to respond.
  
  ********************, regarding ******************** claim that she was advised that the purchase of a timeshare interest would have an appreciating value, as it is not possible to validate verbal statements, the Developer requires all owners to complete the Acknowledgment of Representations (AOR) document. With this document, the Developer strives to eliminate the possibility of any misunderstandings with regard to what may have been presented to ******************, which may have influenced her decision to purchase. The consumers initials on the executed document show that ****************** acknowledged that she purchased this property for personal use, that there were no representations made regarding investment or resale potential, and that the Developer does not have a rental or resale program to assist her. Additionally, the Public Offering Statement (POS)discloses that, the purchase of a timeshare interest should be based upon its value as a vacation experience or for spending leisure time, and not considered for purposes of acquiring an appreciating investment or with an expectation that the timeshare interest may be sold.
  
  With respect to the consumers claim that Westgate violated her right to rescission, we ask her to understand that the terms for rescission were clearly disclosed in the executed Contract for Purchase and Sale (Contract) document, including clear instructions had ****************** decided to cancel within the rescission timeframe. Furthermore,while ****************** is correct that closing cannot happen prior to the rescission period ending, we ask her to understand that the statute defines closing as being evidenced by the recording of the Deed. The Deed in question has not been recorded and per the Contract, Westgate has up to ******************************************************************************* advance, in this case, on the day of sale.
  
  At the conclusion of our research, Westgates position is that ******************** contract is valid and enforceable. While we are unable to provide the resolution ******************** seeks, we wish to assure her that Westgate is committed to assisting our owners in realizing the full potential of their vacationing asset. As such, for personalized assistance on all account matters, we encourage the consumer to contact our **************** Team at ************** / Option 4.
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****************, Executive Team
  Correspondence
  ********************************************** (Attn: ******************************

  Customer response

  09/11/2024

   
  Complaint: 22209235
  
  I am rejecting this response because: While Westgate states the deed hasn't been recorded, the contract clearly lists the closing date as 12/30/2023, which conflicts with their argument. Additionally, the timeshare was presented to me as an appreciating asset, even though the acknowledgment form disputes this. I strongly believe these verbal tactics, combined with the timing violation, support my request for cancellation and a refund of my $6,000
  
  Sincerely,
  
  Nasbly *******

  Business response

  09/16/2024

  September 16, 2024
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  **********************************************************************************************
  
  RE: Nasbly *******
         Complaint ID # ******** Account # *********** *********
  
  Dear ********************,
  
  Westgate Resorts is in receipt of your correspondence regarding Nasbly ******** complaint.We thank you for the opportunity to respond.
  
  ********************, please allow us to clarify for ****************** that regardless of what Westgate may call the signing on the day of sale, the states definition of closing is what the statute as well as Westgates contract is based on. We ask that the consumer refer to her executed Contract for Purchase and Sale (Contract), specifically clause 8, page 2, which concisely states that within the context of the purchase, Westgate utilizes the term closing in accordance with the meaning set forth in Florida Statutes, Chapter 721.05(5).
  
  As determined by the State of Florida, the statute states, (5) Closing means: (a) For any plan selling timeshare estates, conveyance of the legal or beneficial title to a timeshare estate as evidenced by the delivery of a deed for conveyance of legal title, or other instrument for conveyance of beneficial title, to the purchaser or to the clerk of the court for recording or conveyance of the equitable title to a timeshare estate as evidenced by the irretrievable delivery of an agreement for deed to the clerk of the court for recording.
  
  Ultimately, while ****************** is in fact entitled to her opinion, the statute is clear and Westgates position remains as previously set forth, with both this and with regard to her remaining claim that she was allegedly advised that the timeshare would be an appreciating asset, which by her own admission, this claim is contradicted by what she acknowledged on the day of sale by way of her signature.
  
  While we are appreciative of ******************** concerns, Westgate remains available to help. For personalized assistance on all account matters, we again encourage ****************** to contact our **************** Team at ************** / Option 4.
  
  Respectfully,
  
  ****************, Executive Team
  Correspondence
  ********************************************** (Attn: ******************************

  Customer response

  09/17/2024

   
  Complaint: 22209235
  
  I am rejecting this response because: I appreciate the clarification on the legal definition of "closing" under Florida Statutes Chapter 721. However, the issue remains that regardless of Westgates interpretation, the statute clearly prohibits any action that compromises the buyers 10-day cancellation period. Executing documents on the same day as the sale, even if they arent recorded immediately, goes against the intent of the law.
  Additionally, I have never used the resort, and I maintain that Westgates misleading sales tactics played a significant role in my decision. I respectfully request that my contract be voided based on these violations.
  Best regards,
  
  Sincerely,
  
  Nasbly *******

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Stayed at Westgate August 21st-August 26th. Was told on check-in, my card would be charged $414.98 for the stay, plus $100 pre-emptively for incidentals. I rented a microwave for two days at a verbal quote of $25/day. I was charged $60 separately and it was not applied to the $100. This is a non-smoking resort. Saturday night of my stay, I receive a text saying "we have detected smoke in your room, you are being charged a $500 fee." I discussed this with management, saying I am a non smoker, I have several food and environmental allergies and would never smoke or vape. The manager, ****, absolutely sneered and said "the charges will stand, you were in your room when the smoke was detected." I asked how foolproof these "alarms" are if I was in the room, not smoking and they went off. **** refused to answer my question and hung up on me. I discussed these over charges with ********* and another person at the front desk. Both times, they admitted that that smoking alarm thing had been redone and they have a LOT of concerns about that system. At this time, despite me checking out this morning, no charges have been reversed. I am requesting that the $526.90 charge, the $100 incidental charge and the $10 microwave (excess) charge be reversed. I spoke with police to file a report. I did not spend much money at the resort due to food allergies and prepping for an exam and a convention and luncheon. This is clearly a scam to make money off of people who don't spend much there. $636 in over charges due to false claims is serious. When I get connected with the dispute resolution person, I will happily send my credit card statement.

  Business response

  09/10/2024

  September 10, 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 the team at our Westgate ******************************** & Casino has attempted to follow up with ****************** regarding a resolution for her concerns without success. We encourage her to call them back at her earliest convenience so that they may provide further assistance regarding her concerns. She may contact the resort at **************.She will need to reference her reservation number and request to speak with **** for further assistance.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****************, Executive Team
  Correspondence
  ********************************************** (Attn: ****************)
  
  Sb/am

  Customer response

  09/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is generally acceptable.  I fully reject the nasty claim they made that that they have tried to reach me with no success.  On Sunday 9/8/24, I received a voicemail from a Westgate representative.  I got it later on Sunday evening. 

  The voicemail stated that they were reaching me regarding my concerns.  They stated that they were crediting my account for the disputed amount, as a "gesture of goodwill." They apologized for their conduct as well.  The statement was made that "IF" I wanted to discuss it further, I could call back.  This was generally a satisfactory offer, but I did not see the credit on my card.  I waited one business day to see if the credit was applied to my card as it was not visible on Sunday.  Today, Tuesday, it is finally visible in my account.  I would have called to discuss further if the credit did not come or if I had concerns with the response.  As I have gone through significant efforts to get these improper charges refunded, the claim that I was ignoring their attempts to resolve the complaint is without merit.

  Westgate is advised that I may be forced to stay at their subpar resort again due to my association with the annual convention I attended.  They are reminded that this should never have happened, and it is expected that it will never happen again.

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

• Initial Complaint

  08/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  To whom it may concern, I am writing to formally request the cancellation of our timeshare agreement. This request is based on the circumstances surrounding our timeshare purchase and our inability to utilize it as intended. We were initially invited to attend a 90-minute timeshare presentation, but this turned into an 8-hour ordeal during which we felt increasingly pressured into buying the timeshare. The sales process involved persistent pressure tactics, with the sales team approaching us ***** times during our visit. The sales representatives were courteous and amiable, which made it all the more challenging for us to decline their offers.The challenges did not end with the purchase. When we were ready to book our vacation using the timeshare, we were informed that reservations needed to be made within 30 days. This severely limited our ability to schedule and enjoy the vacations we had initially envisioned when acquiring the timeshare. The restricted days, dates, and time frames provided for reservations left us with little flexibility and effectively rendered our timeshare impractical for our needs.Given these circumstances, we have come to the difficult realization that we are unable to afford the financial commitment associated with the timeshare. With limited usability and the financial strain it has placed on us, we are left with no option but to cancel our timeshare agreement.We demand a prompt cancellation of our cancellation request and be refunded all expenses incurred throughout the process.Sincerely,******/*************************

  Business response

  09/06/2024

  September 6, 2024
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  ********************************************************************************************
  
  RE:****** and *************************
         Complaint ID # ******** - Account # *********** - *********
  
  Dear ********************,
  
  Westgate Resorts is in receipt of your correspondence regarding *** and ***************** complaint. We thank you for the opportunity to respond.
  
  *******************, as also advised in Complaint ID # ********, please be advised that Westgate has addressed *** and ***************** concerns previously. 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 ***************, via the email address on file, for further review.
  
  Ultimately,the contract, as written, remains valid and enforceable. Nonetheless, as we continue to deeply value *** and ***************** 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. We ask that ***and *************** contact our ***************************** at ************** for direct assistance with their account.
  
  We thank you for the opportunity to be of service. Should any further concerns arise following this response, please do not hesitate to reach out to us at the email address below.
  
  Respectfully,
  
  **************, Executive Team
  Correspondence
  Westgate Resorts
  **********************************************
  
  Ak/sp

  Customer response

  09/06/2024

   
  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,
  
  ****** And *************************

• Initial Complaint

  08/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to formally complain about my ongoing and unresolved request to cancel my timeshare membership with Westgate Contract #***********. My initial request to terminate this membership was made on May 17, 2022, and despite my repeated attempts to address this matter, I have yet to receive a satisfactory ************* my letter, I requested the termination of my account due to the misrepresentations and deceptive practices that led to the purchase of this timeshare. The response from your team has been nothing short of disappointing. Instead of addressing the core issues raisedspecifically the misleading information provided during the sales processI have been met with vague rebuttals, quoting contractual clauses that do not address the essence of my concerns.Over the past several months, I have exhibited nothing but patience and persistence in trying to resolve this matter. However, it is disheartening to note that despite my continued efforts, my account remains active, with past dues accruing. This is unacceptable, given that I have made it clear that I neither wish to continue this membership nor believe it holds any value, especially in light of the deceptive manner in which it was sold to **** am once again requesting the immediate cancellation of my membership and a formal notice of cancellation be sent to me. I understand that we are beyond the rescission period, a fact that has been repeatedly mentioned by your team. However, this does not absolve Westgate of its responsibility to address the fraudulent circumstances under which this timeshare was sold. I am seeking a resolution, such as a Satisfaction of Property, that effectively cancels this agreement and relieves me of any further obligations.I trust that this complaint will be taken seriously and that immediate action will be taken to rectify this situation. I look forward to receiving a prompt and satisfactory response.******* ************** ******

  Business response

  09/16/2024

  September 16, 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. ********* first and foremost, we are disheartened to read of Mr. ****** dissatisfaction with Westgates previous responses. We know it can be frustrating for Mr. ***** to learn that his contract cannot be cancelled; however, we wish him to know that we do want to help him; it is important for him to realize that our offer of assistance is intended to provide him with additional resources and our department referrals will provide help to the best of their abilities.
  
  While Westgate has previously addressed these same concerns presented by Mr. ****** please allow us to expound on our previous responses. Regarding Mr. ****** claim that he was only ever advised about the mortgage payment that would be paid through 2027, contrary to this allegation, a review of both the contract documents and the recorded signing on the day of sale clearly and concisely confirm that the associated maintenance dues and taxes (M&T) obligation was not only discussed in the written documentation, it was further discussed and disclosed verbally in the ********** such, this claim is wholly unwarranted.
  
  As for Mr. ****** claim that it has been almost impossible to book at his home resort, please be advised that Mr. ***** has failed to acknowledge that he has had availability on more than one occasion and chose to cancel a confirmed reservation at the Westgate ******************************** & Casino. Additionally, on another occasion, Mr. ***** was in the process of booking availability at the Westgate ******************************** & Casino when the call was disconnected; however, Mr. ***** never attempted to call back to complete the booking. Shortly thereafter,COVID-19 occurred, and at this time, Mr. ***** began requesting financial assistance and later inquired about resale.
  
  Ultimately, regardless of whether Mr. ***** chooses to accept it or not, Westgates position remains that the contract is valid and enforceable and will not be cancelled. While we are appreciative of his concerns, Westgate remains available to help. We encourage Mr. ***** to contact our Contract Mediation Team at ************** for further assistance regarding his account.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** ****************

  Customer response

  09/20/2024

   
  Complaint: 22175919
  
  I am rejecting this response because: I find it unsatisfactory and not fully representative of my experience. I would like to directly address the points raised in Westgates reply, as it fails to acknowledge the full context and truth of the situation.

  
  Westgate claims that the Maintenance Dues and Taxes (M&T) obligation was clearly and concisely disclosed in both written and verbal forms during the signing process. However, this is not true in my case. During the sales presentation and subsequent signing, the focusand the information stressed to mewas centered solely around the mortgage payments. No clear emphasis or adequate disclosure was made regarding the long-term financial burden of M&T fees, which has now become a significant financial strain. It is disheartening that Westgate would allege I was properly informed when, in fact, I was misled. This lack of transparency in explaining the full financial obligations constitutes deceptive sales practices. Recording a signing is not sufficient evidence if the context and clarity of the information were inadequate, which is the crux of my complaint.

  
  Westgates assertion that I had availability on more than one occasion and canceled a reservation is not entirely accurate. While I may have made a booking, the reason for cancellation was directly tied to either dissatisfaction with the dates available or subpar experiences associated with Westgates booking process. My primary complaint remains: booking at my home resort has consistently been difficult, and the availability offered has been far from what was promised during the sales presentation. Westgate fails to recognize that I purchased this timeshare with the expectation of convenient and accessible vacations, not constant hurdles and frustrations when attempting to secure a reservation. The fact that a call was disconnected and I didnt call back does not negate the larger issue of ongoing difficulties in utilizing the timeshare as intended.

  
  Westgate acknowledges that I sought financial assistance during COVID-19, a period of significant financial hardship for many people. However, their response has been wholly insufficient. Rather than working with me to find a manageable solution, Westgate has repeatedly pointed to the valid and enforceable nature of the contract without truly addressing the underlying financial strain caused by maintenance fees and the pandemics impact. Given the unprecedented circumstances of COVID-19, it would have been reasonable for Westgate to offer meaningful relief, such as deferred payments or a pause on fees, rather than rigidly upholding the contract at my expense.

  
  I acknowledge that Westgates stance is that the contract is "valid and enforceable." However, what Westgate fails to recognize is the breach of trust created by the misleading sales practices and lack of transparency that led me to sign the contract in the first place. The timeshare was sold to me under false pretenses, with unrealistic promises about usage and accessibility, and without proper disclosure of the full scope of financial obligations. Continuing to enforce this contract under these conditions is both unfair and unethical.

  
  In closing, I maintain that Westgate has failed to adequately address my concerns or provide a viable path forward. I have been left with a financial burden and a product that I cannot properly use. I request that Westgate reconsider its position and allow me to exit this contract without further financial harm. I would appreciate the BBBs continued support in helping to resolve this matter in a fair and just manner.
  
  Sincerely,
  
  ******* *****

  Business response

  10/02/2024

  October 2, 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.********, first and foremost, we are saddened to read of Mr. ****** dissatisfaction with Westgates previous response. We wish to assure him that we deeply value his relationship with Westgate Resorts and are committed to providing our owners with the highest level of service. While Westgates position has not changed with regard to the concerns presented, we would like to expound on some.
  
  Regarding Mr. ****** claim with booking issues, we ask the consumer to understand that his dissatisfaction with the dates booked has no bearing on the fact that Westgate satisfied its contractual obligation and provided dates that conformed to the ALL-Season usage rights contracted as part of the purchase. As such, the consumers choosing not to use them after the fact is of no consequence.
  
  As for Mr. ****** concerns regarding the contract documents and recorded signing,contrary to his belief, there is no requirement that a verbal explanation of the contract terms be provided at the time of signing the contract. Full and fair disclosure does not have to be verbal.
  
  Ultimately,Westgate position remains that Mr. ****** contract is valid. While we are aware of his concerns, Westgate remains available to help to the best of our abilities. We again encourage the consumer to contact our Contract Mediation Team at ************** for further assistance.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** ****************

  Customer response

  10/03/2024

   
  Complaint: 22175919
  
  I am rejecting this response because: Unfortunately, their response does not resolve the key issues I raised, nor does it address my concerns in a satisfactory manner.
  Booking Issues: Westgate claims that their contractual obligation was met because the dates offered conformed to my all-season usage rights. However, this response ignores the fundamental issue that the booking system is inherently misleading and difficult to navigate. While they may have technically provided dates, the overall accessibility of these dates and the restrictive booking process make it nearly impossible to take full advantage of the membership. Westgate should address the usability and transparency of their booking system, not simply state they fulfilled the contract without considering the consumers experience.
  Contract Signing Process: Westgate's assertion that verbal explanation of the contract terms is unnecessary is deeply concerning. Consumers should not be expected to navigate complex legal contracts without proper verbal guidance, especially when many buyers may not have a legal background. Relying solely on the written terms of the contract, while providing no clear verbal explanation or ensuring the buyer's full understanding, raises serious concerns about transparency and good faith. Full and fair disclosure means more than just handing over paperworkit means ensuring the buyer understands the nature of their obligations and rights.
  Mediation Team Contact: While Westgate has offered to connect me with their Contract Mediation Team, my previous experiences in trying to resolve these matters through their internal channels have been frustrating and unproductive. I am seeking a more meaningful resolution, not another cycle of phone calls that lead nowhere. The complaint was filed with the Better Business Bureau precisely because internal attempts at resolution have failed.
  In conclusion, Westgate's response does not address the core problems I have encountered with their services and contractual practices. I respectfully request that the BBB continue reviewing this matter until a fair and reasonable resolution is reached.
  Thank you for your attention to this matter.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  08/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 6/30/24 I paid $1534.00 to Westgate Resorts for Maintenance/Tax fee. I can provide the receipt. However, during the entire week that I stayed at the resort I was constantly harassed about non-payment. I went numerous times, spending hours at the front desk, missing out on vacation time with my family, to have the matter corrected and still the same result. I am current and up to date. While at the resort I was unable to use the app or discounts for being restricted for non-payment when I was current and paid. It was a horrible experience for me, my family and guests. When I returned home to ************************** **** continued to call and harass me for a debt that was already paid. (I can provide proof). I told them they were violating the Fair Debt Collection Act and were harassing me, I demanded they do not call to stop the harassment, and future contact may be done in writing. Forty-five days later, I received a written request for me to pay the Maintenance Fee again after it was paid on 6/30/24. I called and the representative confirmed that payment was received and stated that since I had a do not call on my account, they had to notify me in writing. Again, I stated that I am current and to stop the harassment. My mortgage and payments are all to date, so I am unsure why I am continued to be harassed. They are harassing me for a debt already paid and I deserve to be compensated for their harassment. I deserve to be compensated for the constant violation of the Fair Debt Collection Act. Enough is enough!At this point, since they were notified on numerous occasions and should have all the recorded calls about their harassment, I would like my timeshare to be paid off completely for intentionally causing me undue stress, embarrassment and harassment. I would also consider another remedy if presented but their actions need to be dealt with so that no other consumer experiences this harassment and treatment.

  Business response

  09/05/2024

  September 5, 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 although Westgate will not be paying off the remaining balance on Ms. ****** property, we do want to put her in contact with our Correspondence Escalation Manager to work toward an amicable resolution for the concerns Ms. ***** has presented. Please advise the consumer that the Escalation Manager will be reaching out to her directly within the next week.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** *.)
  
  Sb/sp

  Customer response

  09/11/2024

   
  Complaint: 22175204
  
  I am rejecting this response because:

  To date no one from Westgate has called me

  or reached out to me regarding settlement. They clearly violated the Fair Debt Collection Act by trying to collect on a debt that was already paid in July and continue to pursue payment even after tell them orally and in writing.  
  
  Sincerely,
  
  ******** *****

  Business response

  09/19/2024

  September 19, 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 is now in direct communication with Ms. **************** thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** ****************

• Initial Complaint

  08/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  November 1, 2023 To Whom it May Concern:Subject: Westgate timeshare We are currently a Timeshare owner with Westgate and have been since December *******.Our goal in purchasing this property (timeshare) was safety for our family to have a pleasurable and inexpensive vacation. Unfortunately we were lied too about the timeshare works and it is not a money making business for yourselves. We were told that we can rent out our place and make some extra money which was all a lie. The meeting was supposed to be 90 minutes,which turned out to be all day. We were promised to go back and we can stay at the place we ********* when I booked a date to go back we thought that we were going to stay at our place when we were put in a one bedroom studio. We asked them to snitch us to the place that we bought and were told that they were sold and booked. Then that same day we were forced to buy another timeshare because they said that we had only our own part of the first one and to have the whole place we needed to purchase the second part to make it whole.We didnt understand what they were saying us because first its so loud in there and they yelling for us to make up our mind quick because someone wanted to buy that part and we only had a few minutes to make up our mind and that it was worth about over a $1000,000. Also they promised that we can go on cruisers for only $99 and that we can go wherever we want to ***** that is why we bought the second part because we were scared to lose the whole thing and that we would not have a place to go back too. The day we bought it was on May *******.

  Business response

  09/12/2024

  September 12, 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.
  
  Mr.********, please be advised that Westgate has addressed Mrs. ********** concerns previously. While we regret to read of her feelings towards Westgate,please know that Westgates position remains unchanged. As such, we will be forwarding an additional copy of our response to Mrs. ********** via the email on file, for further review.
  
  Ultimately,the contract, as written, remains valid and enforceable. Nonetheless, as we continue to deeply value Mrs. ********** relationship with Westgate Resorts and remain committed to providing her with the highest level of service, we encourage her to reach out to our department referrals as they aim to provide owners with direct assistance with their accounts. While they do not offer cancellation services, we ask that Mrs. ********* please contact our **************************** at *************** for direct assistance with the account.
  
  We thank you for the opportunity to be of service. Should any further concerns arise following this response, please do not hesitate to reach out to us at the email below.
  
  Respectfully,
  
  ***** *., Executive Team
  Correspondence
  Westgate Resorts
  ************************************************************************
  
  Ak/am

  Customer response

  09/13/2024

  To: Westgate Resorts Customer Relations
  Subject: Response to Westgate Resorts Correspondence Regarding My Complaint
  Dear Adian K,
  I am writing in response to your recent communication regarding my ongoing concerns with my contract at Westgate Resorts. While I appreciate your acknowledgment of my situation, I am deeply disappointed by your continued unwillingness to address the core issues that I have presented multiple times.
  From the outset, my experience with Westgate Resorts has been characterized by misleading sales tactics and a lack of transparency. During the sales presentation, I was assured that purchasing a timeshare would provide my family with flexibility, affordability, and the opportunity to make lasting memories. Instead, I have encountered countless obstacles, including limited availability, hidden fees, and onerous financial obligations that were never fully disclosed. The information provided to me during the sales process was incomplete and, in many cases, misrepresented the true nature of the commitment I was making. This has resulted in financial strain, frustration, and an inability to utilize the timeshare in the manner that was promised. It is disheartening to see that Westgate Resorts continues to ignore these critical issues, despite my numerous attempts to resolve them.
  Your response suggests that my concerns have been adequately addressed, yet the reality is that Westgates replies have consistently failed to offer any meaningful resolution. Simply reiterating the validity of the contract without acknowledging the misrepresentations and pressures I experienced is not a solution. It is an evasion of responsibility and fails to address the substantive issues at hand. Your recommendation to contact the **************************** which does not offer cancellation services, is not a genuine offer of assistance. This departments inability to provide a path toward contract cancellation only serves to prolong my distress and reinforces the perception that Westgate Resorts is more interested in enforcing its contracts than in addressing the legitimate grievances of its customers.
  I am not seeking preferential treatment; I am seeking fair treatment. I entered into this agreement based on assurances that were not upheld, and I have made every effort to communicate my dissatisfaction and seek a reasonable resolution. The financial and emotional toll this has taken on me and my family is significant, and Westgates refusal to offer a viable exit from this contract is deeply disheartening. I once again urge Westgate Resorts to reconsider its position and grant the cancellation of my contract. This is not a matter of buyers remorse; it is a matter of correcting a wrong that was done through misleading sales practices and a failure to fully disclose the true nature of the timeshare commitment. I am willing to provide any additional documentation or information necessary to support my request and hope that Westgate Resorts will choose to act with integrity and compassion.
  I respectfully ask that Westgate Resorts take my concerns seriously and work with me to reach a fair and equitable resolution. This experience has greatly impacted my trust in your company, but I remain hopeful that we can find a way forward that respects my rights as a consumer and acknowledges the difficulties I have faced.
  Thank you for your time and consideration. I look forward to a prompt and favorable response.
  Sincerely,
  Mrs. *********
  
  
  

  Customer response

  09/13/2024

   
  Complaint: 22154944
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  08/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Weve had a timeshare with Westgate Resorts for a few years, and its been the worst thing thats ever happened to us. I hope that in filing this complaint, we not only can get justice for ourselves but can also prevent others from falling victim to this company. When we upgraded our timeshare last year, we were heavily pressured by a sales ***resentative with promises of a special deal and rental income of $3,000 per week, which we later found to be completely false. The sales *** said the front desk would rent it out for us but Westgate says they dont do that at all. This was one of the biggest selling points that convinced us to do the upgrade, and we feel completely taken. Despite purchasing an all week timeshare, we discovered that the specific week we wanted would have incurred an additional $950 fee. This was never disclosed to us, and we have never actually used the timeshare due to these unexpected costs.We were also assured that upgrading would save us money, yet our maintenance fees skyrocketed from $1,475 to $2,430, completely contradicting the promised savings. We've spent months trying to resolve these issues and cancel the timeshare, but Westgate has been uncooperative and evasive. We have tried to reach higher management, including ***************************, but were intercepted by someone else who only sent us a copy of the contract and essentially said it didnt matter what we were told or not told. Westgate says they wont do anything about it and ***eated that theres no way to cancel the timeshare. We found a release program that Westgate advertises on their website - even though they said they dont do that - but they declined to let us do that either. We respectfully seek your assistance in resolving these issues and holding Westgate Resorts accountable for their actions. We want to separate ourselves from this company and end all ties to their timeshare scam business.

  Business response

  09/03/2024

  September 3, 2024
  
  
  *****************************
  Consumer Affairs Representative
  BBB serving Central Florida
  ********************************************************************************************
  
  RE:***********************
         Complaint ID # ******** - Account # *********** - *********
  
  Dear ********************,
  
  Westgate Resorts is in receipt of your correspondence regarding Mr. ***** complaint. We thank you for the opportunity to respond.
  
  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, *********** was never obligated to remain past the agreed-upon time to receive his incentive or to purchase a timeshare. As the consumer, he 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. Additionally, please allow us to clarify that ************ did in fact upgrade into a purchase that reduced his periodic maintenance and tax (M&T) payments. The M&T was clearly disclosed in both the contract documents as well as the recorded closing. By his own admission, ************ would have paid approximately $2,950.00 annually for the same amount of usage that he is getting while paying $2,430.00.
  
  Please know that as an owner of deeded timeshare real estate, ************ 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 **************.
  
  To offer clarification on Mr. ***** booking concerns, please allow us to briefly explain his ownership and some benefits he has as an owner. On January 16, 2023,************ upgraded his timeshare purchase to an All-Season week in a 3-Bedroom Standard Lock-Off Unit for use during odd-numbered years with first occupancy in 2023 at the Westgate Lakes Resort & Spa. The lock-off unit allows him to either use the entire three-bedroom unit in one vacation period, or to split the unit into multiple vacation periods by locking off a portion. Keep in mind that he has the right to occupy his unit at his home resort during his 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 Mr. ***** contracted usage rights are considered owner benefits (e.g., exchanges, split weeks, etc.), which are also based on availability and subject to the Westgate Resorts Internal Exchange terms and conditions.
  
  While we apologize for any dissatisfaction ************ may have towards our previous responses and Westgate does have not a definite exit program, we do offer assistance options, which include the Legacy Program.Through this program, owners may be able to deed their ownership back to the Developer. However, there are specific qualifications and criteria that must be met in order to participate in this program, including that an account must be paid in full and in good standing. As of the date of this letter, Mr.***** account still carries a valid and enforceable mortgage Note, and an open balance due for M&T. Therefore, he does not qualify for participation at this time.
  
  Ultimately,Westgates position stands that full and fair disclosure of all purchase terms was provided to ************ at the time of sale, including the financial obligations associated with the purchase. As the consumer, it remained as his responsibility to review all terms in detail. As such, the contract, as written, remains valid, enforceable, and not subject to cancellation.
  
  As we continue to deeply value Mr. ***** relationship with Westgate Resorts and remain committed to providing him with the highest level of service, we encourage him to reach out to our department referrals as they aim to provide owners with direct assistance with their accounts. For further assistance with his Westgate account, we ask that ************ please contact our **************************** by phone, at **************. Please keep in mind that these department referrals do not offer cancellation services nor will provide an alternative response.
  
  We thank you for the opportunity to be of service. Should any further concerns arise following this response, please do not hesitate to reach out to us at the email address furnished below.
  
  Respectfully,
  
  **************, Executive Team
  Correspondence
  Westgate Resorts
  **********************************************
  
  Ak/bp

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I have been long-time timeshare owners with Westgate Resorts, but the experience has been nothing short of disappointing and financially draining. Despite several upgrades and numerous assurances from Westgate representatives, we have yet to see any benefits or returns from our investment.1. Broken Promises: We were initially assured that renting out our timeshare through Westgates travel partners would generate significant income. This has proven false, and we have never received the promised support or income.2. Financial Burden: The introduction to Uplift Financing added an unexpected $2,000 burden to our already strained finances. We were misled into believing this was a necessary step, further exacerbating our financial difficulties.3. Lack of Support: Despite attending annual update meetings, we were informed that we had been overlooked and inadequately supported. This admission from Westgate representatives highlights a pattern of neglect and misinformation.4. Unresponsive Representatives: Our attempts to resolve these issues have been met with silence. Despite being told we would receive a response within 30 days (email received May 8, 2024), it has now been well over 30 days with no communication or resolution from Westgate.We seek the immediate termination of our timeshare contract (Account #************ and a refund of any money we are entitled to. The stress and financial strain caused by Westgates mishandling of our account have been overwhelming, and we demand a prompt and satisfactory resolution.

  Business response

  09/03/2024

  September 3, 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.
  
  First and foremost, we are truly sorry to read about the difficult situation ************ 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.
  
  Please keep in mind that the final decision to apply for and proceed with acceptance of the uplift line of credit was solely **************. While we regret to read of her feelings of being overlooked, we ask her to recognize that this claim is purely verbal and remains unsubstantiated.
  
  Moreover, please know that owners can earn commissions based on qualified timeshare purchases, tours and reservations booked through their *************** Program (TPP) accounts; however, success is determined by each owners persistence to participate. If *********** has further questions or concerns about the TPP,she may contact our ************** directly at ************** for assistance. Please know that participation in this program is strictly voluntary and does not affect her Westgate ownership. Nonetheless, the option to use, rent, sell, or will the property would be at ************** 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 **************.
  
  Furthermore,please understand that, while Westgate did respond to ************** previous correspondence in July, we never advised her that a response would be received within thirty (30) days within our acknowledgment email from May 8, 2024. As such, please know that we will be issuing a copy of our acknowledgment email as well as our previous response to ************ via the email address we have on file for her.
  
  Ultimately,the contract, as written, remains valid and enforceable. As we continue to deeply value ************** relationship with Westgate Resorts and remain committed to providing her with the highest level of service, we encourage her to reach out to our department referrals as they aim to provide owners with direct assistance with their accounts. For further assistance with her Westgate account, we ask that ************ please contact our **************** Department,by phone, at **************. Please keep in mind that these department referrals do not offer cancellation services nor will provide an alternative response.
  
  We thank you for the opportunity to be of service. Should any further concerns arise following this response, please do not hesitate to reach out to us at the email address furnished below.
  
  Respectfully,
  
  **************, Executive Team
  Correspondence
  Westgate Resorts
  **********************************************
  
  Ak/bp

  Customer response

  09/03/2024

   
  Complaint: 22152408
  
  I am rejecting this response because:
  
  September 3, 2024 
  **************************; 
  Consumer Affairs Representative  
  BBB serving Central Florida  
  ***************************************; 
  ***********************; 
  Dear ********************,
  Thank you for sharing Westgate Resorts' latest response. While we appreciate their acknowledgment of our concerns, it is disheartening to see that the core issues we raised remain largely unaddressed.
  Westgates response references the Acknowledgment of Representations (***) document to assert that we understood the terms of our purchase, including the lack of investment or resale potential. However, this does not align with the assurances we received during the sales process. Despite what the *** document may state, the sales representatives repeatedly emphasized the potential to earn significant income by renting out our timeshare through Westgates *************** Program. This was a key factor in our decision to proceed with the purchase. Now, we are being told that such possibilities were never promised and that success in the program is entirely dependent on our participation. We feel this is misleading, and it does not address the fact that we were led to believe otherwise. 
  Westgates response on July 10, 2024, also mentions that we were never under any obligation to accept Uplift Financing and that the decision was ours to make. However, this explanation does not take into account the pressure we felt to accept the financing. We were under the impression that it was necessary to move forward and that it was in our best interest, despite the added $2,000 burden it placed on our finances. The suggestion that we were fully informed and freely chose this option is not accurate; we were misled into believing it was required. 
  While Westgate encourages us to contact their ************************* for assistance, it is clear that this department does not offer contract cancellation services, nor have they provided any meaningful support regarding our concerns. Instead, we have been directed to multiple departments, all of which fail to address our primary issue: the immediate termination of our timeshare contract and relief from the financial burden it has caused. 
  We genuinely hoped for a resolution that would relieve us from this situation. Unfortunately, Westgate's continued deflection and refusal to acknowledge the misrepresentations that led to our purchase leave us with no option but to reiterate our request. We kindly ask for the immediate termination of our timeshare contract and any appropriate refunds. We are not looking for alternatives to keep this contract, but rather, we wish to be free from an agreement that has caused us nothing but stress and financial hardship.
  We hope Westgate will seriously consider our request and work with us to reach a fair and compassionate resolution. We look forward to hearing from you soon and finding a way forward that respects both parties.
  With appreciation,  
  ************************; 
  
  

  Business response

  09/10/2024

  September 10, 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.
  
  Please allow us to clarify that ************ continues to present unsubstantiated verbal allegations that are refuted by the contract documents that were executed on the day of sale. As the consumer, the entirety of the purchasing decision,including her application for and acceptance of alternate financing, was always **************.
  
  Furthermore,Westgate has previously communicated its position regarding these matters to the consumer. As such, the assumption that a referral to another Westgate department was offered to provide assistance with release or cancellation of her account was wholly incorrect on ************** part. Any referral presented in these responses are provided for assistance with bringing the account current with the hopes the owners would then be able to utilize their ownership as contracted. To this end, for further assistance with ************** Westgate account,we ask that she please contact our **************************** by phone, at **************. Please keep in mind that these department referrals do not offer cancellation services nor will provide a response inconsistent with those previously given.
  
  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
  Correspondence
  Westgate Resorts
  **********************************************
  
  Ak/bp

  Customer response

  09/11/2024

   
  Complaint: 22152408
  
  I am rejecting this response because:
  
  September 11, 2024
  **************************; 
  Consumer Affairs Representative  
  BBB Serving Central Florida  
  ***************************************; 
  ***********************; 
  Dear ********************,
  Thank you for allowing us the opportunity to respond to Westgate Resorts' latest communication. While we appreciate their effort to clarify their position, their response does not address the fundamental issues we've raised. Westgate continues to state that our concerns are based on "unsubstantiated verbal allegations." However, we stand firm in our position that we were misled during the sales process by their representatives.
  Westgate's reference to the contract documents does not accurately reflect what we were told during our interactions with their sales team. We were repeatedly assured that purchasing the timeshare would provide us with an opportunity to earn substantial income through their *************** Program. These verbal assurances were a major factor in our decision to proceed with the purchase. However, Westgate now claims that no such guarantees were made, and they are dismissing our concerns by pointing to the documents we signed. This is misleading and does not address the fact that we were led to believe otherwise at the time of sale.
  Additionally, while Westgate asserts that the decision to accept alternate financing was entirely ours, they fail to acknowledge the pressure and urgency that were imposed upon us to finalize the purchase under those terms. We were made to feel that accepting the financing was necessary to proceed with the sale and that it was in our best interest, despite the significant added financial burden. The portrayal that we were fully informed and freely chose this option is simply not accurate.
  Westgates suggestion that we contact their *************************** for further assistance is unhelpful, as this department does not offer contract cancellation services or any real solution to our concerns. We have already been referred to multiple departments, none of which have provided a path forward that would relieve us from the financial strain and stress this contract has caused. We have made it clear that we are not interested in keeping this contract under any circumstances.
  We respectfully reiterate our request for the immediate termination of our timeshare contract and a refund of any payments made. We are not seeking to keep the contract or explore alternative options; we simply want to be free from an agreement that has caused us significant hardship.
  We hope Westgate will take this matter seriously and consider the human impact of their decision. We trust that a fair and reasonable resolution can still be reached.
  Warm regards,  
  ************************; 
  

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