ComplaintsforCentral Florida Investments, Inc.

• Initial Complaint

  10/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  letter uploaded

  Business response

  11/05/2024

  November 5, 2024
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  **************************************************************************************
  
  RE: ***** and ******** *******
         Complaint ID # ******** *********
  
  Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding ***** and ******** Mericles complaint.We thank you for the opportunity to respond.
  
  Mr.********, please be advised that a review of the complaint provided confirms that it is not regarding Westgate Resorts.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** ****************

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The debt has been charged off however the debtor refuses to delete the account unless I sign up for another one or pay money. This is predatory lending behavior and I have tried numerous times to get something in writing from them to prove I no longer owe.

  Business response

  10/28/2024

  October 28, 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 allow us to clarify for the consumer that, while the account is in fact charged off, Westgate in no way has to remove the reporting from her credit report, and we will be amending it to reflect zero balances. The account itself will still have a charged off status.
  
  As for the opportunity Ms. ****** was offered if she becomes a Westgate owner again, this is well within Westgates rights as the original creditor to do so as the account would be altogether traded toward a new one. Choosing whether or not to accept is solely the consumers prerogative.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** *.)
  
  Sb/am

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom it may concern,I am writing to formally complain about my deeply upsetting experience with Westgate Resorts, tied to Account #***********. Our stay at your resort was not only disappointing but also dangerous, unhygienic, and ****************** of the most alarming issues we faced was being forced to clean up human blood from our villa ourselves after reporting it to Westgate staff. Shockingly, no one was sent to handle this serious biohazard. In addition, exposed electrical wiring was left unsecured throughout the complex, posing a significant risk to both guests and staff. This dangerous negligence is unacceptable.When we arrived at the villa, advertised as accommodating 8 guests, we were only provided with 4 pillows. After requesting more, we were instructed to purchase additional pillows at ******* ourselves. This is a gross failure of customer service and unacceptable for the price we paid for our stay.During the stay, we made several noise complaints due to late-night parties taking place right outside our bedroom window. These complaints were completely ignored, and we were unable to sleep. Trash littered the walkways, and despite being clearly visible, staff repeatedly ignored it.The cleanliness of the villa was appalling. We found pubic hair in the hot tub and on the floor, as well as soiled undergarments. These are unsanitary and disturbing conditions, which reflect a severe lack of quality control.Our experience at Westgate Resorts was extremely distressing and far below any reasonable standard of hospitality. We demand a refund for the amount spent on this timeshare and request cancellation of our contract. We hope this matter is taken seriously and addressed promptly.

  Business response

  11/05/2024

  November 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 Westgate has previously addressed these same concerns presented by Ms. ******* and requested additional information regarding her concerns, which to date, she has not provided. Notwithstanding,we ask her to understand that customer service, or any perceived lack of, is not grounds for cancellation. As such, her request is respectfully denied.
  
  We truly regret to read of any inconvenience or lack of quality customer service Ms. ***** may have experienced while being our valued guest, and we wish to assure her that it is Westgates desire that she always enjoy her vacation with us, and we will make every effort to meet her needs during her visit. We wish for the consumer to know that while on property, our management team is at her service to address any concerns she may have promptly, so she can continue to enjoy her vacation.
  
  In the interim, for further assistance regarding her ownership, we encourage ******** to contact our Contract Mediation Team at **************.While they do not provide contract cancellation services, they are committed to helping her. They will explore options that may be available to Ms. ***** to assist her with bringing her account current.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** *.)
  
  Sb/am

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally dispute an unauthorized account listed on my credit report. I recently reviewed my credit report and found the following account that does not belong to me:Creditor Name: Westgate Resorts *** Opened Date: 8/17/2023 Account Number: *********** As a victim of identity theft, I have filed a complaint with ***************** to address this issue. I did not authorize this account, and it is imperative that it be investigated and removed from my credit report as it negatively impacts my creditworthiness.I appreciate your immediate attention to this matter.

  Business response

  10/30/2024

  October 30, 2024
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  ************************************************************************************
  
  
  RE:****** *******
         Complaint ID # ******** - Account # *********** - *********
  
  Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Ms. ******** complaint.We thank you for the opportunity to respond.
  
  We would like to clarify that Ms. ******* has a total of five (5) purchases with Westgate dating back to 2019. Each purchase contained the same identifying information that Ms. ******* used with her submission to the Better Business Bureau, as well as what was provided by the *************. This includes the same picture identification cards provided by her.
  
  Ultimately,Westgates position is that there is insufficient evidence to confirm identity theft;however, upon receipt of a completed investigation proving identity theft by an investigative authority, Westgate will revisit this concern and address it accordingly. In the interim, we can confirm that Ms. ******** account and contract are valid and the reporting will not be removed from her credit.
  
  For further assistance with her Westgate account, we ask that Ms. ******* please contact our **************************** by phone, at **************.Please keep in mind that these department referrals will not provide an altered response.
  
  We thank you for the opportunity to be of service. Should any further concerns arise following this response, please do not hesitate to reach out to us at the email below.
  
  Respectfully,
  
  ***** *., Executive Team
  Correspondence
  Westgate Resorts
  ************************************************************************
  
  Ak/am

• Initial Complaint

  10/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are filing this complaint regarding our timeshare experience with Westgate Resorts, under Account #***********. We have had multiple issues with Westgate and are deeply dissatisfied with both the purchase process and the subsequent handling of our concerns.We were promised a 90-minute presentation, but it lasted far longer. The high-pressure sales tactics created an uncomfortable environment, and while Westgate suggests we should have spoken up, this disregards the coercive nature of the situation. This pressure made it hard for us to voice concerns freely during the presentation.Despite promises of various benefits, such as locking off units and participating in exchange programs, we have had consistent issues accessing these perks. Availability is often extremely limited, and there are additional fees for bookings outside of our contracted rights, which were not disclosed initially. This significantly reduces the value of our purchase.Furthermore, Westgate's explanation regarding rental rate discrepancies between owners and non-owners is inadequate. As owners, we expected preferential treatment and fair pricing. Instead, non-owners receive steeply discounted packages, which is unfair to us as paying owners.Additionally, the maintenance and tax fees have been much higher than initially indicated. The lack of transparency around these fees feels deceptive, and this has further eroded the trust we once had in Westgate.Finally, when we inquired about a Warranty Deed in **** to resolve the matter, Westgate demanded a $3,500 fee to process it. We find this unacceptable, especially after the challenges weve faced. We request Westgate to waive this fee and consider some form of reimbursement.We are disappointed by Westgates dismissive responses and failure to address our valid concerns. We hope for a resolution that acknowledges our grievances and leads to a fair and satisfactory outcome. Thank you.Sincerely,*** & ***** ********

  Customer response

  10/19/2024

  Attached is the authorization - i was home sick the last 2 days from work and was unable to send this back until this morning -  Can we still proceed with our complaint? 

  Business response

  11/01/2024

  November 1, 2024
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  ************************************************************************************
  
  
  RE:*** ******** and ***** ********
         Complaint ID # ******** - Account # *********** - *********
  
  Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Mr. ******** and Ms. ********* complaint. We thank you for the opportunity to respond.
  
  ***********, please recognize that Westgate has addressed all of these concerns previously and Mr. ******** and Ms. ********* disagreement with our position does not negate this. As previously advised, our research has concluded that on the date of purchase, *********** and Ms. ******** received full and fair disclosure of all matters pertinent to the transaction. While they may not agree with our responses, absent documentation that would negate their signatures and prove any wrongdoing on Westgates part, our position remains that the contract is valid, legally enforceable, and will not be cancelled. Please keep in mind that, after the mandatory rescission period for cancellation has passed, it remains at Westgates discretion if a release option will be offered or any fees associated with these options. Ultimately, Mr. ******** and Ms. ********* request for this fee to be waived has been respectfully denied.
  
  For further assistance with your Westgate account, please contact our ****************************** by phone, at **************. Please keep in mind that these department referrals will not provide an altered response.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ***** *., Executive Team
  Correspondence
  Westgate Resorts
  ************************************************************************
  
  Ak/am

  Customer response

  11/04/2024

   
  Complaint: 22411594
  
  I am rejecting this response because

  
  Dear BBB Representative and Westgate Executive Team,

  
  Thank you for providing the opportunity to address Westgates response. While we recognize Westgates assertion that prior communications have taken place, we respectfully disagree with the conclusion that "full and fair disclosure" was provided at the time of purchase. Westgate's claim lacks supporting evidence. We request that Westgate provide detailed documentation proving clear, comprehensive disclosures were made at the time of signing, as well as any audio or video recordings that could confirm the sales presentation's content. Without such evidence, it remains our position that key facts were misrepresented or omitted during the sales process, directly influencing the decision to purchase.

  
  The verbal representations made by the sales team were significantly different from what was stated in the contract. These discrepancies include exaggerated benefits of ownership that were never realized and misleading information regarding usage flexibility and availability. Our complaint is rooted in the fact that the sales tactics used were designed to pressure buyers and create a false sense of urgency, which may constitute unethical practices. If Westgate believes these practices are standard, it raises serious concerns about transparency and fair treatment.

  The sales presentation was conducted under high-pressure conditions where we felt compelled to sign without adequate time to review the full terms. Additionally, Westgate did not adequately inform us of the process for cancellation within the rescission period, limiting our ability to exercise their rights effectively. Westgates response states that a waiver of fees or contract release is at their discretion. However, fairness dictates that discretion should be exercised in cases where misrepresentation is evident. Denying the fee waiver without considering the impact of the misleading sales process further underscores our position that this matter has not been adequately resolved.

  
  We acknowledge the mandatory rescission period; however, the initial disclosure of this period was obscured by the presentation format and pacing, which prioritized signing over genuine informed consent. Given the circumstances, fairness demands a reassessment of the contracts validity. We urge Westgate to reconsider its stance by fully examining the evidence and taking the sales tactics into account. If ********************** maintains that no discrepancies or violations occurred, we request that comprehensive proof be shared. Until Westgate can demonstrate that disclosures were made clearly and accurately, our position remains that the contract was entered into under misleading conditions and should be released without penalty.
  
  Sincerely,
   *** and ***** ********
  
  
  
  Sincerely,
  
  ***** ********

  Business response

  11/14/2024

  November 14, 2024
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  ************************************************************************************
  
  
  RE:*** ******** and ***** ********
         Complaint ID # ******** - Account # *********** - *********
  
  Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Mr. ******** and Ms. ********* complaint. We thank you for the opportunity to respond.
  
  We apologize if *********** and 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. However, they were never obligated to remain past the agreed-upon time to receive your incentive or to purchase a timeshare. As the consumers,they have the right to inform the sales staff or closing officer of any discomfort to ensure proper action is taken, or refrain from purchasing if their concerns are not addressed to their satisfaction.
  
  Additionally, we sincerely regret any inconvenience Mr. ******** and Ms. ******** may have experienced during the closing process. The documents and the closing process are measures put in place to protect both Westgate and the consumers. Please keep in mind that if at any point they were uncomfortable with the speed of the closing, it would have been up to them to communicate this with the Closing Officer so the pace could be adjusted to their comfort level and refrain from purchasing if their concerns were not addressed to their satisfaction. Additionally, the State affords consumers a mandated rescission period, which allows consumers additional time to review their decision and their documents further at their leisure.
  
  If anything was found that *********** and Ms. ******** did not like, understand,or agree with, they were able to clarify with our representatives, and if they chose to, cancel the contract with no penalty, if they were within the rescission period. We ask Mr. ******** and Ms. ******** to understand that as consumers, it was their responsibility to ensure that what they acknowledged and agreed to, matched the information communicated in the documents. There is no legal requirement for the full disclosure to be completed verbally.
  
  Ultimately,Westgates position stands that full and fair disclosure of all purchase terms was provided to Mr. ******** and Ms. ******** at the time of sale, to include the financial obligations associated with the purchase. This is evidenced by their execution and our delivery of the contract documents as there is no requirement for full disclosure to be completed verbally. This is also held evident by their Receipt for Timeshare Documents as well as the Receipt for CD-ROM.Please know we will be forwarding these documents to Mr. ******** and *********** via the email on file so they may review. As the consumers, it remained as their responsibility to review all terms accordingly and ensure that what you were in agreement with matched the information disclosed in the documents. Mr. ******** and Ms. ********* choice to not review the necessary documents is not within Westgates control. Absent of documentation to support their allegations, the contract, as written, remains valid, enforceable, and not subject to cancellation.
  
  While Westgate is unable to control whether Mr. ******** and Ms. ******** choose to accept our offer of help, we again reach out to assist them. For further assistance with their Westgate account, we ask that Mr. ******** and Ms. ******** please contact our ****************************** by phone, at **************. Please keep in mind that these department referrals do not offer cancellation services nor will provide an altered response.
  
  We thank you for the opportunity to be of service. Please recognize that any future inquiry of a similar nature will be met with the same response.
  
  Respectfully,
  
  ***** *., Executive Team
  Correspondence
  Westgate Resorts
  ************************************************************************
  
  Ak/am

  Customer response

  11/15/2024

   
  Complaint: 22411594
  
  I am rejecting this response because: Westgate Resorts' response regarding my complaint, ID #********. I maintain that the sales and closing process was misleading and high-pressure, creating an environment where I was unable to make a fully informed decision. Despite Westgates position, several key issues remain unresolved, which is why I am requesting that my contract be canceled.
  First, I felt subjected to aggressive sales tactics that made it impossible to feel comfortable or properly informed during the presentation. The urgency and pressure communicated by your representatives left me with no room for thoughtful consideration. Simply suggesting that I should have voiced my discomfort does not remove Westgates responsibility to ensure an ethical and transparent sales experience.
  Second, while Westgate claims that full and fair disclosure was provided, I was not made aware of critical financial terms and long-term obligations in a way I could clearly understand. The rushed nature of the process prevented me from thoroughly reviewing all of the details, and the verbal assurances given by sales staff contradicted what was documented in the contract.
  Although you mention that the rescission period should have provided additional time to reconsider, I did not receive enough guidance on how to use this time effectively. The complexity of the documents and the short window available did not allow me to seek proper legal or financial advice. The stress and pressure I experienced during the presentation significantly undermined my confidence and led to a decision I was not fully prepared to make.
  While Westgate insists that the contract is valid and enforceable, I believe it is unfair to disregard the manipulative and unethical nature of the sales experience. I want to emphasize that I feel misled and trapped in a contract I did not fully comprehend because of the tactics that were used.
  Given all of this, I am asking Westgate Resorts to release me from my contractual obligations. I cannot accept a resolution that ignores the distressing and unethical practices I endured. Please consider this letter a formal appeal and a renewed request for cancellation.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  10/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Account Number: *********** Contract Number: ******** To Whom It May Concern,I am filing this complaint regarding my timeshare contract with Westgate Resorts. The experience we have had with Westgate has been deeply disappointing, and we believe we were deceived during the sales process. When purchasing this timeshare, your sales representative, ****** Severe, made several misleading claims. He described the timeshare as a valuable investment and even suggested we could rent out the unit to cover maintenance fees, as he allegedly does. This was entirely false.We were not properly informed about the rising maintenance fees, which have become a significant financial burden. Your company claims we were provided all the necessary information to make an informed decision, but this is simply not true. The sales tactics were high-pressure, and we were not given enough time or clarity to understand the long-term financial commitments involved.Further, the condition of the unit has been unacceptable. When we arrived this year, we were placed in a different unit than what was promised, and the condition was poor. The unit had a broken coffee pot, a dishwasher filled with stagnant water, and a barely functional shower door. This is far from the "luxury" experience we were sold, and it clearly does not match the model unit we were shown.We were also not informed about the additional costs tied to the travel benefits. Weve accumulated thousands of dollars in travel credits, but their usage is restricted, making them almost impossible to redeem without incurring extra costs. The interest rate on our payments is also excessively high, bordering on predatory.Given the misleading sales practices and the financial hardship this timeshare has caused, we request that our contract be canceled immediately, and any entitled refunds be issued. We will not be satisfied with anything less.Sincerely,******* *******

  Business response

  10/29/2024

  October 29, 2024
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  ************************************************************************************
  
  RE:******* ******
         Complaint ID # ******** - Account # *********** - *********
  
  Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Ms. ******* complaint.We thank you for the opportunity to respond. Please know that we will be issuing copies of all documents mentioned to Ms. ****** directly, via the email on file, following this response.
  
  First and foremost, we are truly saddened 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 allow us to apologize to her if she felt uncomfortable or pressured in any way while attending our sales presentation. Since there may have been offers presented on a first-come, first-served basis, depending on the available inventory, the representative may have expressed some urgency regarding the offer. However, she was never obligated to remain past the agreed-upon time to receive her incentive or to purchase a timeshare. Ultimately, she had the right to inform the sales staff or closing officer of any discomfort to ensure proper action is taken, or refrain from purchasing.
  
  We regret to read that ********** resort accommodations during her stay did not meet her satisfaction. It is Westgates desire that Ms. ****** always enjoy her vacation with us, and we will make every effort to meet her needs during her visit. Please know that if she ever experiences any issues during her stay, we encourage Ms. ****** to alert the Front Desk staff immediately. Their function is to intercept any potential problems and work toward providing a solution in a timely manner. In addition, we do ask our owners to complete the Maintenance Survey while they are on property. Thoughtful observations from Westgate families, such as Ms. *******, enable us to properly monitor our performance, thereby ensuring that Westgates customer service standards never falter. Nonetheless, please know that model units are for display purposes only; however, as disclosed in the Contract for Purchase and Sale (Contract), the units would have furniture, appliances, and equipment similar to the model. If ********* is not pleased with the unit she stays in,please know she can always contact Resort Management to bring their attention to any discomfort she may have to ensure that proper action is taken.
  
  To address any claims of investment potential, please recognize that the Public Offering Statement discloses that, the purchase of a time share period should be based upon its value as a vacation experience or for spending leisure time, and not considered for purposes of acquiring an appreciating investment or with an expectation that the time share period may be resold. Nonetheless,we can confirm that, as the owner of deeded timeshare real estate, Ms. ****** has the option to use, rent, sell, or will the property; 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 ***************
  
  Additionally,please allow us to briefly explain Ms. ******* ownership and some benefits she has as an owner. On September 5, 2020, she purchased an All-Season week in a 2-Bedroom Villa for use annually with the first occupancy in 2020 at the Westgate ******************************** & Casino. Keep in mind that ********* has the right to occupy her unit at her home resort during her 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 Ms. ******* 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. In addition, keep in mind that Timeshare Save Credits, which are non-contractual, are governed by Westgate Cruise & Travel Collection (WGCTC) and their terms and conditions, not those of Westgate. As such, ***** may be contacted by phone directly at ***************
  
  Furthermore,as for the maintenance assessments (*** ****), it is important to understand that the dues represent the only source of revenue available to pay the cost of maintaining Ms. ******* home resort. Upon further review of the Acknowledgment of Representations document, Ms. ******* signatures and initials confirmed that she was advised that the maintenance fees were estimated. This information is also disclosed in the Contract document. The ****************** is responsible for calculating the resorts annual Budget and dividing it equitably among all the owners so that each one pays their fair share of the costs needed to preserve the integrity of the resorts services, while keeping the costs as low as possible. Please understand that if the cost of goods and services required to maintain Ms. ******* home resort increases, this increase to the Budget is divided amongst all the resort owners so that each pays their fair share of the increase. Westgate encourages all owners to attend the annual ****************** Meeting to stay informed regarding the use of the budgeted funds and the Associations plans for the upcoming year. Owners also have the opportunity to ask questions and share any suggestions they may have to improve their vacation experience.
  
  Ultimately,Westgates position stands that full and fair disclosure of all purchase terms was provided to Ms. ****** at the time of sale, to include the costs associated with travel, as well as the interest rate. This is evidenced by her execution and our delivery of the contract documents as there is no requirement for full disclosure to be completed verbally. As the consumer, it remained as Ms. ******* responsibility to review all terms accordingly and ensure that what she was in agreement with matched the information disclosed in the documents. Absent of documentation to support her allegations, the contract, as written, remains valid, enforceable, and not subject to cancellation. Please keep in mind that Account # *********** is one of many accounts purchased by Ms. ****** over the last ten (10) years. As such, it is to be understood that by the fourth purchase, the long-term financial commitments would be clear in addition to being disclosed.
  
  We understand that it can be frustrating to learn her contract cannot be cancelled; however, please know that we do want to help Ms. ******* It is important to realize that our offer of assistance is something that provides ********* with additional resources and a choice of whether to accept or decline this offer. While they do not offer cancellation services, our department referrals will provide help to the best of their abilities. For direct assistance with her account, we ask that Ms. ****** please contact our ***************************** by phone 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
  Correspondence
  Westgate Resorts
  ************************************************************************
  
  Ak/am

  Customer response

  11/04/2024

   
  Dear Mr. ************** am writing to provide my rebuttal to Westgate Resorts response dated October 29, 2024, regarding my complaint.
  While Westgate acknowledged the potential for discomfort during sales presentations and emphasized that attendance was non-obligatory, I must stress that the sales tactics used were high-pressure and manipulative. The claim that I could have simply left without making a purchase fails to consider the urgency and perceived obligation that was created during the presentation. This type of environment makes it difficult to make a clear, pressure-free decision.
  Westgates statement that "model units are for display purposes only" is misleading when compared to the expectations set during the sales tour. Although this may be included in the contract, my decision to purchase was based on representations that were far superior to the actual unit I received. The suggestion that I could have brought up issues with Resort Management upon arrival does not address the initial disappointment of investing in a product that did not align with what was promised.
  The disclaimer cited in the Public Offering Statement does not absolve Westgate from responsibility if verbal promises were made contradicting the written contract. During the presentation, I was led to believe that there was potential value in owning a timeshare, including the possibility of reselling it, which is clearly not the case. Disclaimers in the contract do not counteract misleading statements made during the sales pitch.
  Westgates explanation of maintenance assessments glosses over the fact that I was not made fully aware of how these fees could increase over time. While my signature may be on documents that estimate these fees, the full implications were not made clear during the sales process. The fact that I have been a long-term owner and made multiple purchases shows that I was continuously influenced by representations that suggested benefits not accurately reflected in my experience.
  The assertion that full and fair disclosure was provided and that it was my responsibility to understand the contract disregards the imbalance between an experienced corporation and an individual consumer. The volume of paperwork presented during the purchase process can be overwhelming, making it difficult to fully comprehend every detail without legal assistance. To suggest that I alone was responsible for understanding all terms, despite potentially misleading or unclear presentations, places an unfair burden on me as a consumer.
  Westgates stance that my contract is valid, enforceable, and not subject to cancellation ignores the fact that many timeshare contracts have been successfully challenged due to aggressive and misleading sales practices. While Westgates offer to connect me with their ***************************** may seem helpful, it appears to be more of an attempt at retention than a genuine effort to assist me in finding a resolution. The referrals to departments that do not offer cancellation services reinforce my perception that true solutions are not being offered.
  My complaint is rooted in legitimate concerns that many timeshare owners face, including aggressive sales tactics, misleading representations, and unexpected financial obligations. While Westgates response reiterates procedural defenses and contract terms, it fails to address the core issues I experienced, including pressure during the sales process and the significant gap between promises made and the actual product delivered. A more consumer-focused response would involve comprehensive mediation efforts, a reassessment of sales practices, and real empathy for the financial strain, with the exploration of possible contract release options.
  Thank you for considering my rebuttal.
  Sincerely,
  ******* ******
  
  
  Sincerely,
  
  ******* *******

  Business response

  11/14/2024

  November 14, 2024
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  ************************************************************************************
  
  
  RE:******* ****** (*******)
         Complaint ID # ******** - Account # *********** - *********
  
  Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Ms. ******* complaint.We thank you for the opportunity to respond.
  
  We apologize if ********* felt uncomfortable or pressured in any way while attending our sales presentation. Since there may have been offers presented on a first-come, first-served basis, depending on the available inventory, the representative may have expressed some urgency regarding the offer. However, she was never obligated to remain past the agreed-upon time to receive any incentive or to purchase a timeshare. As the consumer, ********* has 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 allow us to clarify that verbal allegations simply do not suffice when expressly contradicted in writing repeated, as well as by the recorded closing.
  
  Additionally,as for full and fair disclosure and the responsibilities associated with the execution of a contract, please understand that the State affords each and every owner a rescission period in which they are able to review all of the terms of their purchase in a clear, pressure-free environment, and determine if the purchase consists of what they both understood and desired. This can be completed with Counsel or whomever else an owner chooses. The fact that our records indicate Ms. ****** has had the timeshare for over ten (10) years and utilized it faithfully each and every occupancy year, until she defaulted on the financial terms of her contract with Westgate, indicates a moderate understanding of the nuances of Westgate timeshare ownership.
  
  Furthermore, we can confirm that, as the owner of deeded timeshare real estate, Ms. ****** holds the option to use, rent, sell, or will the property; 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,absent Ms. ****** providing proof of wrongdoing for further review, our Contract Mediation Team is the only avenue available, short of foreclosure, to *********. While the Contract Mediation Team may have options available solely due to the delinquency on the account, it is at Ms. ******* discretion whether she chooses to explore this option or not. However, we ask her to understand that her contract will remain valid and enforceable until selected for foreclosure, if she chooses to take no action.
  
  While Westgate is unable to control whether Ms. ****** chooses to accept our offer of help, we again reach out to assist her. For further assistance with her Westgate account, we ask that Ms. ****** please contact our Contract Mediation Department,by phone, at **************. Please keep in mind that these department referrals do not offer cancellation services nor will provide an altered response.
  
  We thank you for the opportunity to be of service. Please recognize that any future inquiries of a similar nature will be met with the same response.
  
  Respectfully,
  
  ***** *., Executive Team
  Correspondence
  Westgate Resorts
  ************************************************************************
  
  Ak/am

  Customer response

  11/18/2024

   
  Complaint: 22407464
  
  I am rejecting this response because: 

  Thank you for the opportunity to respond to Westgate Resorts' letter regarding my complaint.
  I strongly reject the assertions made by Westgate Resorts in their response for several reasons. First, Westgate Resorts acknowledgment of urgency tactics in their sales presentation confirms the high-pressure environment I experienced. While they claim I was not obligated to remain or purchase, the pressure exerted was overwhelming and left me feeling coerced into making a decision under duress. The suggestion that I should have voiced discomfort in such an environment does not change the fact that these tactics were manipulative and unethical. The burden should not be on me to ensure appropriate sales behavior but on the company to maintain ethical sales practices.
  Second, while Westgate argues that verbal allegations are insufficient, it is important to note that high-pressure tactics and misleading sales claims are often difficult to document or prove in writing. This does not diminish the reality of what I experienced. Relying solely on contractual language ignores the broader context in which the agreement was signed, specifically the pressure and misrepresentations that led to my decision.
  Third, the claim that I utilized the timeshare consistently for a decade overlooks the issues I faced, including misrepresentations made during the sales process. Westgate has failed to address concerns about promised benefits that were either unavailable or severely restricted in practice. Continued use does not imply satisfaction, but rather an effort to salvage the value of a significant financial commitment made under misleading circumstances.
  Additionally, while Westgate mentions that owners have the option to use, rent, sell, or will the timeshare, they admit to offering no assistance for resale or rental. This contradicts what was implied during the sales process. The ******** resource does not substitute for the misleading assurances made about Westgates resale and rental support, which influenced my purchase decision.
  Finally, Westgate's referral to their Contract Mediation Team is inadequate. This department does not address the core issues of misrepresentation and high-pressure tactics that occurred. Their refusal to offer meaningful relief or contract cancellation is unjust, especially given the circumstances under which the contract was executed.
  In summary, Westgate Resorts has failed to address my legitimate concerns about unethical and high-pressure sales practices. The response provided merely restates standard policies without acknowledging the unique circumstances surrounding my complaint. I urge the BBB to continue to assist in pursuing a fair resolution, including possible contract cancellation or more meaningful remedies.
  Thank you for your attention to this matter.
  Sincerely,
  ******* ****** *******
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  10/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Account Number: *********** ****** ****** ********************************************************************************************************************* this complaint regarding the unethical practices Ive experienced with Westgate Resorts. I was first introduced to Westgate via a promotional offer, which promised cash and a free vacation. In exchange, I had to attend a 90-minute presentation, which turned into a 4-6 hour ordeal. The sales tactics were relentless, and my repeated refusals were ignored. They kept presenting different "deals" until I felt worn down and agreed to purchase a timeshare.Since then, every time I've gone on vacation, Westgate has insisted I attend what they call "owner updates." These sessions are nothing more than disguised sales presentations, which consume a significant portion of my vacation. The pressure to purchase additional upgrades is constant and manipulative.During my most recent stay, sales representative ***** pressured me into believing my previous purchase was wrong, and I needed to upgrade. He made grand promises about being able to rent out my timeshare for retirement income, even showing me supposed checks he had received for his rentals. This false hope was a clear tactic to push me into further debt. When I expressed that I didnt need additional space, ***** continued lowering the price to convince me, but still, I was misled.I was also promised assistance in renting my timeshare, particularly by a representative named ******. Despite repeated requests, the help never materialized, and the information provided was useless.Westgates deceptive practices have not only eroded my trust but have left me in a financial burden. My wife, ******** ******, with whom I signed the original contract, has passed away. I am now on a fixed income and can no longer afford the timeshare. I request the cancellation of my contract immediately to relieve me of this financial strain. Sincerely,****** ******

  Business response

  11/01/2024

  November 1, 2024
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  **************************************************************************************
  
  
  RE: ****** ******
         Complaint ID # ******** Account # *********** *********
  
  Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding ****** ******s complaint.We thank you for the opportunity to respond.
  
  Mr.********, please be advised that Westgate has previously addressed these same concerns presented by Mr. ****** and asked for additional documentation, which to date, he has not provided. As such, Westgates position remains as previously set forth that his contract is valid.
  
  While we are appreciative of his concerns, we remain available to help. We again encourage Mr. ****** to contact our Contract Mediation Team at ************** for further assistance regarding his ownership.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** *.)
  
  Sb/am

  Customer response

  11/06/2024

   
  Complaint: 22402334
  
  I am rejecting this response because: 

  Dear Mr. ************************* you for the opportunity to provide a rebuttal to Westgate Resorts' response regarding my BBB complaint (Complaint ID # *********. I respectfully challenge Westgates assertion that my concerns have been addressed and that I failed to provide the necessary documentation. I have made diligent efforts to communicate with Westgate and yet their responses have been insufficient and fail to address the core issues I raised.

  
  I wish to reiterate the context of my complaint, as it is crucial to understand the depth of the issues I have faced. My experience with Westgate began with a promotional offer promising cash and a free vacation in exchange for attending what was described as a 90-minute presentation. This presentation, however, turned into an exhausting 4-6 hour ordeal, during which relentless and manipulative sales tactics were employed. Despite my repeated refusals, I was subjected to continued pressure, with one deal after another being presented until I felt worn down and agreed to a purchase I did not intend to make.

  
  Since that initial purchase, Westgates practices have continued to negatively impact my experience. Every vacation I have taken has involved being required to attend so-called owner updates, which are, in reality, aggressive sales presentations aimed at pushing further upgrades. These sessions consume significant portions of my vacation time and are laden with high-pressure tactics.

  
  During the last visit, a sales representative named ***** further misled me. He insisted that my previous purchase was inadequate and convinced me to upgrade with promises that I could generate retirement income by renting out my timeshare. To persuade me, ***** even showed me the checks he claimed to have received from renting his own timeshare, giving me false hope. I was assured by another representative, ******, that I would receive assistance in renting out my timeshare. Despite numerous follow-up attempts, this assistance was never provided, and the information given was ineffective.

  
  The pressure and deceptive practices I experienced have eroded any trust I had in Westgate and left me facing significant financial strain. What has made matters more strenuous, was when my wife, ******** ******, who co-signed the original contract, passed away. Now, im living on a fixed income, and I am unable to maintain the financial burden of the timeshare.
  I request that Westgate acknowledge the specifics of my complaint and provide a detailed response addressing the misleading practices, the false promises made by their representatives, and the undue pressure I experienced. Additionally, I am requesting the cancellation of my contract to relieve me of this overwhelming financial responsibility.

  
  Thank you for your continued assistance and for considering my response. I look forward to Westgate's cooperation in addressing these issues and finding a fair resolution.
  
  
  
  Sincerely,
  
  ****** ******

  Business response

  11/12/2024

  November 12, 2024
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  **************************************************************************************
  
  RE: ****** ******
         Complaint ID # ******** Account # *********** *********
  
  Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding ****** ******* complaint.We thank you for the opportunity to respond.
  
  Mr.********, please be advised that Westgate has addressed Mr. ******* concerns,and absent the requested supporting documentation to validate his claims,Westgates position remains as previously set forth.
  
  While we are appreciative of his concerns, Westgate remains available to help. We again encourage Mr. ****** to contact our Contract Mediation Team at ************** for further assistance regarding his ownership.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** *.)
  
  Sb/am

  Customer response

  11/15/2024

   
  Complaint: 22402334
  
  I am rejecting this response because: 

  Thank you for the opportunity to respond to Westgates statement regarding my complaint (Complaint ID #*********. I respectfully disagree with the assertion that my concerns have been adequately addressed.
  Westgates response lacks the clarity or specific action required to resolve the key issues outlined in my initial complaint. While I understand that Westgate claims my concerns have been addressed, I have not received a satisfactory resolution or any meaningful assistance despite previous efforts to communicate and submit supporting documentation. If Westgate believes my claims require further documentation, it is unclear what additional evidence they are seeking, as my prior submissions were thorough.
  Additionally, Westgates offer to contact their Contract Mediation Team at ************** is not a new resolution strategy but rather a continuation of ineffective measures that have failed to address the underlying problems. I am willing to cooperate fully, but without a defined and substantive plan from Westgate to address my concerns, I find their current response insufficient.
  I kindly request that Westgate provide specific details regarding what documentation is necessary, or present a clear pathway for dispute resolution rather than redirecting me to previously ineffective communication channels.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  10/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We are writing to file a formal complaint against Westgate Resorts regarding the timeshare we currently own. It is imperative that we no longer continue ownership of this timeshare due to several issues, primarily stemming from the lack of full disclosure by the salespeople and the financial strain it has placed on us.During the sales process, we were tremendously pressured into purchasing the timeshare. The sales team failed to disclose important details about the financial commitment involved, including ongoing costs and the fact that my wife is no longer working. I also had to take a different job with reduced pay, further compounding our financial difficulties. Moreover, we were never informed about a cancellation period, which would have allowed us to reconsider this purchase early on.This timeshare has caused more stress and frustration than it is worth, and we feel deceived by the tactics used to persuade us into this agreement.We are requesting your immediate assistance in canceling this timeshare in the most amicable way possible. We look forward to a prompt resolution and thank you in advance for your cooperation.

  Business response

  10/25/2024

  October 25, 2024
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  ************************************************************************************
  
  RE:******** ******
         Complaint ID # ******** - Account # *********** - *********
  
  Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Mr. ******* complaint.We thank you for the opportunity to respond.
  
  Please be advised that on April 18, 2022, Mr. ******* account was cancelled via Purchasers Default due to non-payment. Westgate holds the right to retain all monies paid as liquidated damages; therefore, no refund will be issued. Mr. ****** is no longer the owner-of-record and has no further contractual obligations to Westgate Resorts.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ***** *., Executive Team
  Correspondence
  Westgate Resorts
  ************************************************************************
  
  Ak/am

  Customer response

  10/28/2024

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

• Initial Complaint

  10/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am trying to cancel the timeshare with Westgate. I sent them the same letter twice and they do not want to accept it. The letter came back to me. I am filing this comparing seeking help with getting this letter to Westgate and getting the response from them. Please, help me!!! I will attach the letter to this complaint. They lied to me about the perks and benefits of owning the timeshare and I ultimately suffering from the consequences. I am financially and emotionally exhausted and begging for you to help with this matter. Thank you in advance.

  Business response

  11/07/2024

  November 7, 2024
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  ************************************************************************************
  
  
  RE:****** *****
         Complaint ID # ******** - Account # *********** - *********
  
  Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Mr. ****** complaint.We thank you for the opportunity to respond.
  
  Please recognize that Westgate has addressed Mr. ****** concerns on multiple occasions. As such, his refusal to accept our position will not negate the validity of our responses, nor his contractual obligations to the purchase. Nonetheless,please be advised that on September 27, 2024, Mr. ****** account was cancelled via Purchasers Default due to non-payment. Westgate holds the right to retain all monies paid as liquidated damages; therefore, no refund will be issued. Mr. ***** is no longer the owner-of-record, and has no further contractual obligations to Westgate Resorts.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ***** *., Executive Team
  Correspondence
  Westgate Resorts
  ************************************************************************
  
  Ak/am

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband made a purchase of a trip from WestGate Resorts on 2/24/2024 in **********. They told us ( and I have the contract) that if we decided to cancel within 30 days that we would get fully refunded. --My first call to them was 3/6/2024-I was told I was sent and email showing how I could get my refund. I checked for 3-4 days bc it was the middle of the week so they said to give them a few days. Nothing showed up --My second call was 4/13/2024- I called 3 times that day bc every time I called I got to person and when they answered I said hello back and then they hung up.--My 3rd call was 5/13/2024 and they said "oh your calling about the refund that you have not received and I said yes, they said we will resend the email to me and my fiance. Still no email.--My 4th call 7/2/2024 talked to a lady named ***** she said she was going to get with her supervisor and get back with me.... nobody called me ******* 5th was on 7/18/2024 talked to a guy named **** and he said I would have to talk to another lady bc the card it was used on we had to close due to fraud and she would call me back.The amount was for $279.00 and I called WELL within the time frame to cancel and so now I'm reaching out to **** to see if you guys can help me bc this is ridiculous.Partly bc I want my money back but

  Business response

  10/08/2024

  October 8, 2024
  
  
  Miguel Irizarry
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: Holly Coxwell
         Complaint ID # 22369956 - CS0417759
  
  Dear Mr. Irizarry,
  
  Westgate Resorts is in receipt of your correspondence regarding Ms. Coxwell’s complaint. We thank you for the opportunity to respond.
  
  As we consider Ms. Coxwell’s concerns of very high importance and wish to offer her the best assistance we can offer, we ask that she please contact us directly. We ask that Ms. Coxwell please contact our team member Aundrea, at 1-407-355-2863, for direct assistance with the refund process as well as to discuss her allegations.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  Aidan K., Executive Team
  Correspondence
  Westgate Resorts
  correspondence_team@wgresorts.com
  
  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. ↩