ComplaintsforCentral Florida Investments, Inc.

• Initial Complaint

  10/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  To whom it may concern, I am trying to cancel my timeshare and I have hit a few speedbumps with Westgate Resorts. Below are some of the reasons why I feel they have not been treated fairly with this contract and would like Westgate to come to a reasonable conclusion. The cancellation Process Issues: I submitted a timeshare cancellation request in 2020 but has faced nearly four years of inaction, with no updates or resolution from Westgate. The ongoing maintenance fees have added financial strain, and the lack of response has resulted in emotional distress and a tarnished perception of the company.Poor Resort Conditions: I encountered a disappointing stay at a ************ property that did not match the advertised standards. After being pressured into purchasing a timeshare during a lengthy sales presentation, she later experienced a substandard unit in Florida, complete with mold and other issues.Unprofessional Treatment: During a meeting meant for new owners, I was escorted out by security after expressing her dissatisfaction, leading to humiliation in front of other guests and distress for her children. Despite attempts to address her concerns, Westgate representatives were unresponsive and ******************** Burden and Emotional Impact: the financial strain of continued maintenance fees for services we do not wish to utilize. The emotional toll and feelings of being taken advantage of are prevalent, particularly for the single mother balancing work and family responsibilities.I am requesting immediate action to cancel this timeshares, citing that I have paid sufficient amounts for services and have not been able to use effectively. Please help me get out this awful contract. From, ******* **********

  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 ******* Bogunovichs complaint.We thank you for the opportunity to respond.
  
  Mr.********, please be advised that Ms. ********** has been made aware of Westgates position regarding each of the concerns presented repeatedly, and it has not changed. ****** her providing documentation of wrongdoing on Westgates part, her contract remains valid and enforceable.
  
  While we are appreciative of her concerns, we remain available to help. We encourage the consumer to contact our Contract Mediation Team at ************** for further assistance, as they may be available to explore possible options for her regarding her ownership.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** ****************

  Customer response

  11/04/2024

   
  Complaint: 22363903
  
  I am rejecting this response because:

  Hello, 

  
  Thank you for your prompt response to my complaint regarding my timeshare contract. I appreciate your acknowledgment of my concerns, but I must express my disappointment with Westgates position. While I understand that you require documentation of wrongdoing, my ongoing issues with Westgate have been well-documented through my previous communications. The lack of response to my cancellation request over the past four years is a significant concern, as are the ongoing maintenance fees for a timeshare I cannot use effectively. I was pressured into purchasing this timeshare during a sales presentation and have faced poor resort conditions, emotional distress, and financial burden as a result. I believe these factors warrant a reconsideration of my request for cancellation. I would like to take you up on your suggestion to contact the Contract Mediation Team at **************, and I hope this will lead to a resolution that is fair and reasonable. However, I urge Westgate to take my concerns seriously and work towards a satisfactory outcome.
  

  Thank you for your attention to this matter. I look forward to your support in resolving this issue.
  

  Sincerely,

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

  Business response

  11/14/2024

  November 14, 2024
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  **************************************************************************************
  
  
  RE: ******* **********
         Complaint # ******** Account # ********** *********
  
  Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding ******* Bogunovichs complaint.We thank you for the opportunity to respond.
  
  Mr.********, please be advised that Westgate has repeatedly responded to Ms.Bogunovichs cancellation requests. We ask her to understand that her disagreeing with our position in no way negates that. Furthermore, we ask the consumer to understand that providing proof of any wrongdoing is not the same as repeatedly reiterating her claims as she has done over the years, and ultimately, verbal allegations simply do not suffice.
  
  Notwithstanding the aforementioned, we are glad to know that Ms. ********** will be reaching out to our Contract Mediation Team. We would like for her to understand that they are not a department that will re-review her concerns in any way; if she chooses to bring them up while being assisted, they will cease all communication and redirect her back to us for handling. The consumer is being referred to our Contract Mediation Team for potential options solely due to the delinquency on her account, nothing more.
  
  In the interim, Westgates position remains that the contract is valid and enforceable. For further assistance, Ms. ********** may contact our Contract Mediation Team at **************.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** *.)
  
  Sb/am

  Customer response

  11/15/2024

   
  Complaint: 22363903
  
  I am rejecting this response because:
  
  ****** ********
  Better Business Bureau
  Re: Response to Complaint ID #******** *******************************************

  
  Dear Mr. ************************* you for your response to my complaint regarding Westgate Resorts (Central Florida Investments, Inc.). However, I would like to clarify a few key points and express my ongoing frustration with the company's handling of my case.
  I understand that you require a signed release form to proceed with my complaint, and I will be submitting the requested form as soon as possible. That being said, I remain deeply concerned that my issue has not been fully addressed and that Westgate Resorts continues to avoid a clear and fair resolution.To reiterate, my primary concern is the cancellation of my timeshare contract, which I have been attempting to cancel for several years now. Despite submitting a cancellation request in 2020, Westgate has failed to provide any meaningful response or action on my request. Additionally, I have experienced significant financial strain due to ongoing maintenance fees for a property I am unable to use effectively and have no desire to continue maintaining Furthermore, the conditions of the resorts I have visited, specifically the ************ property and a unit in Florida, were subpar and did not match the representations made during the timeshare presentation. To compound the issue, I was treated poorly and unprofessionally when I attempted to voice my concerns, which led to further distress and feelings of being taken advantage of.

  The response I received from Westgate continues to be vague and non-committal. The suggestion that I contact owner mediations to make a payment, without offering clear instructions on how to proceed with the cancellation process, is not a viable solution. I have already been stuck in this cycle for years, with no definitive path to cancel my contract, and I am extremely frustrated by Westgate's lack of transparency and accountability.
  Given the circumstances, I am requesting the BBB's assistance in pushing Westgate Resorts to either honor my request for timeshare cancellation or offer a clear, fair, and immediate solution. I have already endured a considerable financial burden and emotional distress as a result of their actions, and I do not believe that simply paying additional fees to mediate my case is a reasonable solution.
  

  Please let me know what additional steps I need to take in order to resolve this issue. I appreciate your continued attention to this matter and look forward to your prompt response.

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

• Initial Complaint

  09/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint regarding my timeshare contract with Westgate Resort. Due to significant financial challenges, my family and I are no longer able to maintain this contract, and we are seeking assistance in canceling the agreement.Since acquiring the timeshare, we have not used it even once. Unfortunately, our household income has drastically decreased, as what was once a two-income household is now supported by a single income. As a teacher, I am dedicated to my profession, but it is widely known that teaching salaries are modest. Furthermore, the loss of child support payments, which were critical for meeting my children's needs, has only added to the financial strain.Given these circumstances, continuing to pay for a timeshare that we have never used is an unjustifiable burden. We respectfully request the cancellation of our timeshare contract with Westgate Resort. Our current financial situation requires us to prioritize essential expenses, and the ongoing costs associated with the timeshare are no longer feasible.I kindly ask for the Better Business Bureaus assistance in helping us reach a resolution with Westgate Resort. Thank you for your time and consideration.

  Business response

  10/07/2024

  October 7, 2024
  
  
  Miguel Irizarry
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  
  RE: Alexandra Day
         Complaint ID # 22347769 - Account # 20358750840 - CS0417948
  
  Dear Mr. Irizarry,
  
  Westgate Resorts is in receipt of your correspondence regarding Ms. Day’s complaint. We thank you for the opportunity to respond.
  
  First and foremost, we are truly sorry to read about the difficult situation Ms. Day 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 understand that Ms. Day was provided with a state mandated rescission period for contract cancellation. She was also provided with clear instructions had she decided to cancel as well as the mandatory timeframe. Because we have nothing on record to show that she cancelled within the allotted timeframe, it is Westgate’s position that the rescission period for contract cancellation has passed; as a result, her request for cancellation has respectfully been denied. Ultimately, the contract remains valid and enforceable, regardless of usage.
  
  While her contract is valid and we are unable to provide cancellation, rest assured that Westgate is willing to work with Ms. Day during her hardship. We ask that she please reach out to our Account Services Department at 1-888-999-0101 to request a hardship application. Please be advised, Ms. Day will need to fully execute the application and submit all requested documentation to the address listed on the application. Westgate will not review any applications where supporting documents are missing. Once the application is reviewed, Ms. Day will be notified in writing of Westgate’s decision.
  
  We thank you for the opportunity to be of service. Should any further concerns arise following this response, please do not hesitate to reach out to us at the email below.
  
  Respectfully,
  
  Aidan K., Executive Team
  Correspondence
  Westgate Resorts
  correspondence_team@wgresorts.com
  
  Ak/am

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a timeshare at Westgate Kissimmee in July 2019, believing it would enhance our family trips to ************, especially for our young daughters. After attending multiple presentations, we were sold a foreclosed unit sight unseen, expecting it to have the same amenities as other Westgate locations. However, upon arrival at ******** the following year, we discovered our timeshare was managed by a different company, a fact never disclosed during the sale. The pressure during the lengthy presentation made us feel like hostages, and since then, we have sought to exit our contract. The ***** shutdown severely impacted our finances, and we now feel trapped paying $2,000 a year for a subpar location. Attempts to use our timeshare at partnered locations revealed limitations that were not disclosed initially. During a 2022 owners meeting, an attempt to upsell us confirmed that our timeshare was the worst tier available, yet no explanation was given for the supposed equity ownership. This timeshare has become an unbearable burden, and we demand cancellation of our contracts and release from your resort.

  Business response

  10/17/2024

  October 17, 2024
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  ************************************************************************************
  
  
  RE:*********************
         Complaint ID # ******** - Account # *********** - *********
  
  Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Mr. Hills complaint. We thank you for the opportunity to respond.
  
  Mr.********* please be advised that Westgate has addressed Mr. Hills 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 an additional copy of our response to Mr. ***** via the email on file, for him to review further.
  
  Although we have already addressed Mr. Hills concerns, please allow us to offer further clarification on his travel options and exchanges. As previously advised,Westgate owners can accomplish expanded travel options with a membership with ********************** (II) and Westgate Cruise & Travel Collection (WGCTC)as both companies allow owners to book stays, as well as getaways, at thousands of international destinations around the world. Keep in mind, however, that any travel through II or WGCTC is subject to their terms and conditions as they are third-party entities, and Westgate neither governs nor controls their processes or inventory. Should Mr. **** have any questions about their services or specials, he may contact II directly at ************** or WGCTC at **************. With regard to internal exchanges within Westgate, please understand that Mr. **** is able to exchange to other Westgate resort locations by booking directly with Westgate; however, additional fees will apply and these exchanges are not contractual in nature. Exchanges made with Westgate will accrue a $169.00 exchange fee when booking over the phone,or a $149.00 online. These fees are non-transferrable and not refundable.
  
  Ultimately,the contract, as written, remains valid and enforceable. Nonetheless, as we continue to deeply value Mr. Hills 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. While they do not offer cancellation services, we ask that Mr. **** please contact our **************************** at *************** for direct assistance with his 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 listed below.
  
  Respectfully,
  
  ***** *., Executive Team
  Correspondence
  Westgate Resorts
  ************************************************************************
  
  Ak/bp

  Customer response

  10/28/2024

  Hello, I recently received an email stating my complaint was closed due to no response. I rejected the last letter that was sent the week before last. Is that the reason the complaint was closed.  Can I open a new complaint?

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I were persuaded to purchase a timeshare. After getting home we realized this was not a good idea and called to cancel. We were told we were outside of the return period and would need to keep it. After several back and forth conversations that went nowhere we enlisted the help of a military attorney to prove the company manipulated us into the purchase by paying our initial down payment. An official letter was sent to Westgate to remove us from the property. We have since again gone back and forth with them as they have removed my name from the property but not my husbands which is causing a significant hit on his credit score, which is not allowing us to purchase a home. We have tried everything to rectify this situation but Westgate is not complying. We just want this nightmare to end. We have never paid for the property, we dont even exist in their system. When we call they give us no information only that they can't help us becasue we are dealing with an attonery which is not the case. I feel this is just a game they are playing to extend this situation out furhter.

  Customer response

  09/30/2024

  Here is the signed form as requested 

  Customer response

  09/30/2024

  Singed Page

  Business response

  10/08/2024

  October 8, 2024
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  ************************************************************************************
  
  
  RE:******* and ********* ******
         Complaint ID # ******** - Account # *********** - *********
  
  Dear *** *************************************** Resorts is in receipt of your correspondence regarding *** and Mrs. ******* complaint. We thank you for the opportunity to respond.
  
  Contrary to *** and Mrs. ******* belief, the account does exist in our system and at no point was Mrs. ****** removed from said account. As an owner on the account, she remains contractually and financially liable for the purchase just as ********* does. However, please allow us to clarify that Westgate only reports the primary account holder to the appropriate credit bureaus. Further, should the property go into foreclosure, both owners, *** and Mrs. ******* will be reported and a judgement levied accordingly. As of the date of this response, we can confirm that they are in breach of the terms of the contractual agreement they established with Westgate and the account is in danger of default.
  
  Furthermore,please know that Westgate has previously addressed *** and Mrs. ******* concerns surrounding having an attorney and they have failed to inform us of anything since that response, to include that they were no longer being represented. As such, please know that we will be forwarding a copy of this response to *** and Mrs. ******* via the email on file, for further review. Keep in mind that our position remains unchanged. Nonetheless, Westgate has removed the attorneys information from the account for communication purposes. This in no way alters the fact that the terms of *** and Mrs. ******* contract are valid and remain enforceable.
  
  For further assistance with their Westgate account, we ask that *** and Mrs. ****** 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. 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

  10/08/2024

   
  Complaint: 22329959
  I am rejecting this response because as you can see from their correspondence we have been trying since May of 2022 to cancel this with them. They have avoided us the entire time. Never once have they given us information, other than he later stating that they received our response for the Military Legal team, back in 2022. We have never made a payment to them and for the last 2 plus years have constantly been trying to get them to get this out of our name. WE have proof from them in writing in said contract that $300 was paid to them when in actually it wasn't. We were pushed into signing up and once out of the trap we called to cancel as we felt taken advantage of. We have bank statements proving we didn't pay $300 set up fee. The company is manipulative and doing business illegally. We will continue to fight this as they are doing everything in their power to ruin our lives with this scam. We were charged on May 28, 2022 $200 and had our first and last interaction with them July *******. You mean for 2 year of non payment we are not in default nor have been contacted by any way to make a payment?? People are fined and sued for less. They are a shady business and need their license revoked. We will most definately not accept this response. 
  
  Sincerely,
  
  ********* ******

  Business response

  10/23/2024

  October 23, 2024
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  ************************************************************************************
  
  
  RE:********* ******
         Complaint ID # ******** - Account # *********** - *********
  
  Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Mrs. ******* complaint.We thank you for the opportunity to respond. Please know that we will be issuing copies of all documents referenced in the following response to *********** via the email on file, for her review.
  
  Please allow us to clarify that, upon our review of the recorded signing, it was found that in addition to Mrs. ******* signatures on the contract documents, the recording clearly and concisely indicated her written and verbal agreement and acknowledgment that the Receipt for Today's Money document is accurate. This document indicates that the $200.00 was applied to Mrs. ******* credit card as well as $100.00 in cash was provided.
  
  Additionally,to address her claim of Westgate allegedly not making contact with Mrs. ****** regarding payment, please recognize that she had Attorney representation from mid-2022 until she was notified in our previous Better Business Bureau (BBB) response that we removed the attorney information we had on the account based on the ******************** complaint itself. During that time-frame, all contact was stopped as Westgate was never notified by the attorney that they were no longer representing ***********
  
  Ultimately,while we respect Mrs. ******* position on these matters, Westgate's position remains unchanged whether she chooses to accept it or not. She must take into consideration the contractual nature of the agreement she entered into with Westgate at the time of sale. Further, while we can confirm that the account is currently in our pre-charge-off, or default selection process, it is at Westgates discretion exactly when the default will actually take place. In the interim,the terms of the contract, including ********************** obligations, remain valid and enforceable.
  
  For further assistance with her Westgate account, we ask that Mrs. ****** 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 understand that any inquiries of a similar nature will be met with the same response moving forward.
  
  Respectfully,
  
  ***** *., Executive Team
  Correspondence
  Westgate Resorts
  ************************************************************************
  
  Ak/am

  Customer response

  10/24/2024

   
  Complaint: 22329959
  I am rejecting this response because per the response of Westgate, they still have yet to confirm where the $100 cash came from? I can assure you it wasn't from myself or my husband. We were given that cash from one of Westgates agents to secure the timeshare. With this, my husband and myself felt pressured and forced to go through with the purchase. We were told the initial presentation was supposed to be 90 minutes, we were there for 4 HOURS.  Furthermore, we have never had an attorney. We had a military paralegal write a letter on our behalf explaining the situation as well as showing we had been trying to cancel for some time. Westgate at no time was ordered to not communicate or seek payment from us. We have already provided this information to their owners services team, and we were belittled, harassed and verbally assalted.Westgate continues to be unprofessional and manipulative regarding this situation. It would be in the best interest of both parties to remove this property from our names, and stop fraudulently pressuring people into commitments for their own personal gains. I am committed to following through with this claim and bringing to light the manipulative and unethical practices Westgate uses to get people into timeshare. 
  
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  07/17/2024 We had this timeshare for more than 9 years. This summer when we went up we were scammed into new contract. They lied to us about all the complementary stuff that we would be getting for the timeshare. Our building is not built yet and we were promised one week of stay this year and another week next year for the complementary since our building is not yet completed. After we tried booking a week for this year we learned about all the different fees that we have to pay in order to book a week of stay. They were also restrictions of when we can stay. None of these items were mentioned to us. I tried getting in contact with our adviser and I sent multiple messages and he stopped responding to them and ignoring all the concerns and issues we have been experiencing. We would like to cancel this new contract and stay with our old one due to all the items that we were tricked into believing.

  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: Aleksandar Bozic
         Complaint ID # 22329364 - Account # 66723614427 - CS0413544
  
  Dear Mr. Irizarry,
  
  Westgate Resorts is in receipt of your correspondence regarding Mr. Bozic’s complaint. We thank you for the opportunity to respond.
  
  First and foremost, we are sorry to read about any difficulties Mr. Bozic may have encountered while trying to contact the sales representative. Please know, we have different departments within Westgate specifically dedicated to dealing with various aspects of his ownership, and our Account Services Team can get him in contact with whichever one may apply. This team is also dedicated to servicing his reservation needs. As Mr. Bozic may know, they can be reached directly at 1-800-925-9999 / Option #4. Additionally, owners have access to our online portal at westgateowners.com, wherein they can also manage their ownership
  
  Contrary to the allegation presented, please understand that a review of the recorded signing shows that the Supplemental weeks were fully discussed and it was clearly disclosed that there would be a fee depending on what Mr. Bozic chose to book. Further, the price of each unit size, if he returned to Gatlinburg, was specifically disclosed. This allegation is also refuted by the executed Supplemental Week Disclosures and Acknowledgment of Representations document. Please know we will be sending additional copies of these documents to Mr. Bozic directly via the email address we have on file for him.
  
  Ultimately, the contract remains valid and enforceable. We understand that it can be frustrating to learn his contract cannot be cancelled; however, please know that we do want to help Mr. Bozic. Our department referrals will provide help to the best of their abilities. However, they do not offer cancellation services, For direct assistance with his account, we ask that Mr. Bozic please contact our Account Services Department at 1-888-999-0101.
  
  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 shown below.
  
  Respectfully,
  
  Aidan K., Executive Team
  Correspondence
  Westgate Resorts
  correspondence_team@wgresorts.com
  
  Ak/bp

• Initial Complaint

  09/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Westgate Resorts regarding my timeshare. Despite only using it once, I was pressured into upgrading the timeshare with claims that I was running out of time for the best offer. I was required to pay $9,400 just to use it because it was "out of the correct year to use." This made the entire experience feel more like a financial burden than a benefit.Shortly after I made the purchase, circumstances in my personal life drastically changed. In 2012, my mother fell ill, and I had to begin supporting her financially. To make matters worse, I received a call from Westgate asking me to invest an additional $7,000. They also constantly encouraged me to engage in travel partner selling to help cover costs, which never materialized into any real benefit.Due to these changes in my personal life, income, and expenses, I can no longer afford to keep up with the payments or obligations associated with the timeshare. I am writing to request that Westgate provide me with all available options to forfeit this property, as it is no longer feasible for me to maintain it.Thank you for your attention to this matter. I hope you can assist me in resolving this issue as soon as possible.

  Business response

  10/03/2024

  October 3, 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 sincerely apologize if Ms. ***** felt uncomfortable or pressured in any way while attending our sales presentation.Since there may have been offers presented on a first-come, first-served basis,depending on the available inventory, the representative may have expressed some urgency regarding the offer. However, she was never obligated to remain past the agreed-upon time 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 was taken or refrain from purchasing if her concerns were not addressed to her satisfaction.
  
  Regarding Ms. ****** concern with our *************** Program (TPP),please be advised that the final decision to enroll in this program was always Ms. ******* Additionally, we can confirm that the consumer can earn commissions based on timeshare purchases made by qualified referrals; however, we ask her to understand that the benefits possible are directly related to each owners persistence and efforts to participate.
  
  As for Ms. ****** claim that she had to pay $9,400.00 to book her occupancy week,we kindly ask her to provide additional information, including when the payment was made and to whom, as it was not paid to Westgate.
  
  Ultimately,Westgates position is that Ms. ****** contract is valid and enforceable.While we are appreciative of her concerns, we ask Ms. ***** to keep in mind that absent verifiable documentation of wrongdoing, Westgate is not required to offer any type of assistance. Furthermore, all avenues of assistance are customer service courtesies.
  
  Notwithstanding the above, we truly regret of the struggles Ms. ***** states she is currently facing. While her contract is valid and we are unable to provide cancellation,we wish to assure her that Westgate is willing to work with her during her hardship. We encourage her to reach out to our *************************** at ************** to request a hardship application. Please advise the consumer that she will need to fully execute the application and submit all requested documentation to the address listed on the application. Westgate will not review any applications where supporting documents are missing. Once the application is reviewed, she will be notified in writing of Westgates decision.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** ****************

  Customer response

  10/04/2024

   
  Complaint: 22309714
  
  I am rejecting this response because:

  I would appreciate some clarification regarding the hardship request they mentioned. I want them to confirm whether this hardship request is intended to assist in the cancellation of the timeshare contract, or if it is solely focused on bringing the account current? It is important for me to understand the specifics of this request, as my goal is to explore all options for cancelling the timeshare due to the financial strain it has caused.

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

  Business response

  10/14/2024

  October 14, 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 advise Ms. ***** that for additional information regarding Westgates hardship application, she will need to reach out to our **************** Team directly at **************.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** ****************

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to formally express my profound dissatisfaction with Westgate Resorts and the timeshare I purchased approximately 8-10 years ago. Despite my efforts to resolve these issues, my attempts have been repeatedly ignored by Westgate Resort, and I have not received any acknowledgment of my requests to cancel my timeshare. The lack of response has only added to my ************** the time of purchase, I was assured that I was entering into a beneficial agreement. I was shown beautiful and spacious rooms and was promised that these accommodations would be available to me. However, this has not been the case. The rooms I have been allocated, when I could even secure a booking, were not as advertised. In fact, I have only been able to use the timeshare about five times due to the constant unavailability of rooms and the difficult booking process.Furthermore, my personal circumstances have significantly changed since I first purchased the timeshare. In 2021, my wife, ******, was declared disabled due to severe anxiety and depression, resulting in high medical expenses and a decrease in our household income as she is no longer able to work. In 2023, we lost my father-in-law, and my mother-in-law has since become bedridden. My wife has relocated to ***** to care for her, and we plan to permanently move there.Given the drastic changes in our financial and personal situation, we can no longer afford the timeshare and no longer wish to be associated with Westgate Resorts or any timeshare agreement. I am once again requesting your assistance in terminating our timeshare agreement and relieving us of any further financial obligations.I hope this matter is treated with the urgency and sensitivity it deserves. I look forward to a prompt response and a satisfactory resolution to this issue.

  Business response

  10/11/2024

  October 11, 2024
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  **************************************************************************************
  
  
  RE: ***** ******
         Complaint ID # ******** *********
  
  Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding ***** Galvans complaint.We thank you for the opportunity to respond.
  
  Mr.********, please be advised that Westgate has attempted to contact Mr. ****** on multiple occasions requesting additional information as we are unable to locate his account, but unfortunately, we have been unable to reach him.
  
  Please be advised that we cannot proceed with our research regarding his concerns, as additional information is required to review his allegations, including his Westgate account number. Without this information, we cannot continue our research. As such, we encourage the consumer to contact us at the email address listed below with the requested information.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** ****************

  Customer response

  10/14/2024

   
  Complaint: 22299566
  
  I am rejecting this response because: I want to get this resolved through the BBB only for faster and clearer communication. My Westgate account number is **********.
  
  Sincerely,
  
  ***** ******

  Business response

  10/23/2024

  October 23, 2024
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  **************************************************************************************
  
  
  RE: ***** ******
          Complaint ID #******** Account # ********** *********
  
  Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding ***** ******* complaint.We thank you for the opportunity to respond.
  
  Mr. ********, first and foremost, we regret to read of the struggles Mr. ****** states he is currently facing. We are aware that when life brings unforeseen financial and medical challenges, it can lead to uncertain times. We wish to assure him that we deeply value his relationship with Westgate and are committed to providing him assistance to the best of our abilities.
  
  Please allow us to sincerely apologize for any inconvenience or perceived lack of quality customer service Mr. ****** may have encountered while attempting to receive assistance from our team. We wish for the consumer to know that we have different departments within Westgate specifically dedicated to dealing with various aspects of his ownership, and our **************** Team can get him in contact with whichever one may apply. They can be reached at ************** / Option 4.
  
  Regarding Mr. ******* claim that he may have faced difficulties attempting to book using his ownership, please be advised that our records indicate that Mr. ****** contracted a Fixed Week ownership; as such, there is never a concern with the availability of his agreed upon occupancy, as the reservations are already created for the consumer and registered in our system. That being said, we ask Mr. ****** to understand that anything outside of his contracted occupancy is based on availability. As for the consumers claim that the units he may have occupied were not as advertised, we ask him to understand that this allegation is too vague for us to review adequately.
  
  Ultimately, we ask Mr. ****** to understand that Westgate has repeatedly addressed his concerns. As such, Westgates position remains that his contract is valid and enforceable. That being said,should Mr. ****** be willing to bring his maintenance and tax balance current,he may qualify for the Legacy Program, wherein he would deed his ownership back to Westgate. If he is interested in learning more about this program, we encourage him to contact our ****************** Team at **************.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** ****************

• Initial Complaint

  09/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Westgate Resorts regarding our timeshare contract, Account #***********. We are deeply dissatisfied with how Westgate has handled our repeated requests to cancel this contract.Despite numerous attempts to resolve this issue, Westgate Resorts has failed to address our concerns adequately. Our experience has been marked by deceptive sales tactics, including high-pressure sales pitches and misleading information about the benefits of the timeshare. The presentation was rushed, leaving us confused and misinformed. We trusted Westgate based on these assurances, only to discover that the timeshare has not lived up to its promises and has been a financial burden.We have invested significant money into this timeshare without seeing any tangible benefits or being able to use it as promised. Westgates customer service has been unresponsive and dismissive, worsening our frustration. The ongoing financial strain and inability to exit this contract have caused us unnecessary hardship.We are now demanding an immediate and acceptable resolution. We urge the Better Business Bureau to assist in facilitating the cancellation of our timeshare contract and resolving this matter swiftly. Our experience with Westgate Resorts has been profoundly disappointing, and we hope for a fair resolution to this ongoing issue.Respectfully,******* & ******* *****

  Business response

  10/04/2024

  October 4, 2024
  
  
  Miguel Irizarry
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  RE: Gregory Logan
         Complaint ID # 22259372 – Account # 66588128398 – CS0412590
  
  Dear Mr. Irizarry,
  
  Westgate Resorts is in receipt of your correspondence regarding Gregory Logan’s complaint. We thank you for the opportunity to respond.
  
  Mr. Irizarry, first and foremost, we are disheartened to read that Mr. Logan may be dissatisfied with Westgate’s previous responses, as Westgate is committed to providing our owners with the highest level of service and assistance to the best of our abilities, and we apologize if he feels we have not met that standard.
  
  Regarding Mr. Logan’s claims that the presentation he attended was rushed and that he was pressured into purchasing a timeshare, please be advised that Westgate has previously advised the consumer that if he was in any way uncomfortable, he was always well within his rights to have stopped the presentation and ended the transaction altogether. Any decision to not do so was solely his prerogative as the consumer.
  
  As for his allegations regarding deceptive trade practices and lies alleged in his complaints, Westgate has repeatedly asked Mr. Logan for specific allegations and supporting documentation. Absent this information being provided, Westgate cannot proceed with an investigation.
  
  Ultimately, Westgate’s position remains that Mr. Logan’s contract is valid and enforceable. Notwithstanding, we truly regret to read of the struggles Mr. Logan states he is currently facing. While his contract is valid and we are unable to provide cancellation, we wish to assure him that Westgate is willing to work with him during his hardship. We encourage him to reach out to our Account Services Team at 1-888-999-0101 to request a hardship application. Please advise the consumer that he will need to fully execute the application and submit all requested documentation to the address listed on the application. Westgate will not review any applications where supporting documents are missing. Once the application is reviewed, he will be notified in writing of Westgate’s decision.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  Sandra B., Executive Team
  Correspondence
  correspondence_team@wgresorts.com (Attn: Sandra B.)
  
  Sb/sp

  Customer response

  10/07/2024

   
  Complaint: 22259372
  October 7, 2024
  Miguel Irizarry  
  Consumer Affairs Representative  
  BBB serving Central Florida  
  1600 S. Grant Street  
  Longwood, FL 32750  
  RE: Gregory Logan  
  Complaint ID # 22259372 – Account # 66588128398 – CS0412590  
  Dear Mr. Irizarry,
  Thank you for forwarding Westgate Resorts' response regarding my complaint. While I appreciate the acknowledgement of my concerns, I am disappointed with the lack of meaningful action from Westgate in addressing the core issues I've raised.
  To begin, Westgate claims that I had the option to walk away from the sales presentation if I felt uncomfortable. However, this ignores the reality of the situation. The high-pressure sales tactics used during the presentation left little room for me to process what was happening. The sales team rushed through critical details, leaving me feeling overwhelmed and under-informed. I trusted their assurances and believed I was making a sound decision, only to find out later that many of the promises made during the presentation were unfulfilled. The claim that it was entirely my responsibility to stop the transaction is not only dismissive but disregards the aggressive approach used by the sales representatives.
  Furthermore, Westgate repeatedly asks for specific allegations and supporting documentation regarding deceptive trade practices, yet I have already detailed the high-pressure environment and misleading sales tactics in my initial complaint. The rushed nature of the presentation, the misrepresentation of benefits, and the failure to deliver on what was promised should be enough to warrant a thorough investigation without me having to continually provide more evidence. I am not a legal expert, but I can certainly recognize when I have been misled, and it is disheartening to see Westgate dismiss my experience as insufficient.
  Westgate’s suggestion to apply for hardship assistance feels like another way to sidestep the real issue: the contract was entered under false pretenses. While I appreciate that Westgate acknowledges my financial struggles, the solution I am seeking is not a temporary fix through a hardship application but a permanent exit from this burdensome contract. Frankly, do you know what would help me during this "hardship"? Cancelling my freaking Westgate account! That’s the resolution I need.
  I am once again urging Westgate to take responsibility for the misleading tactics used in the sales process and work with me to cancel this contract. The ongoing financial and emotional strain has taken a significant toll, and I hope this matter can be resolved in a way that truly reflects the values of customer service and support Westgate claims to prioritize.
  Sincerely,  
  Gregory & Juanita Logan  
  

  Business response

  10/15/2024

  October 15, 2024
  
  
  Miguel Irizarry
  Consumer Affairs Representative
  BBB serving Central Florida
  1600 S. Grant Street
  Longwood, FL 32750
  
  
  RE: Gregory Logan
         Complaint ID # 22259372 – Account # 66588128398 – CS0419724
  
  Dear Mr. Irizarry,
  
  Westgate Resorts is in receipt of your correspondence regarding Gregory Logan’s complaint. We thank you for the opportunity to respond.
  
  Mr. Irizarry, as previously advised, please inform Mr. Logan that absent specific allegations coupled with supporting documentation for each, Westgate’s position remains that full and fair disclosure of all purchase terms, including the grant of a state-mandated rescission period in which all terms could have been reviewed, was provided to the consumer in accordance with all laws. Further, we ask him to understand that full disclosure is not required to be made verbally. As such, Westgate’s position remains that Mr. Logan’s contract is valid and enforceable.
  
  While we are cognizant of his concerns, Westgate remains available to help. We encourage Mr. Logan to contact our Contract Mediation Team at 1-800-375-8122 for further assistance regarding his ownership.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  Sandra B., Executive Team
  Correspondence
  correspondence_team@wgresorts.com (Attn: Sandra B.)
  
  Sb/bp

  Customer response

  10/15/2024

   
  Complaint: 22259372
  
  I am rejecting this response because:
  Of course! Here’s the letter revised in the first person as Gregory Logan:
  
  ---
  
  Dear Sandra B.,
  
  Thank you for your recent response to my concerns. While I appreciate Westgate’s willingness to engage, I am disappointed that my issues haven’t been fully acknowledged. My concerns go beyond simply reviewing documents during the rescission period. My frustration stems from the misleading sales tactics and high-pressure environment I experienced during the sales presentation. I felt rushed, misinformed, and ultimately misled about the actual benefits of the timeshare.
  
  It’s important to understand that for me, full and fair disclosure isn’t just about what was provided in writing but also how the information was presented at the time of the sale. The verbal promises made during the presentation played a large role in my decision to buy the timeshare. When those verbal assurances don’t align with what’s written, it creates a misleading and unfair sales process. That’s the core of my complaint.
  
  While I understand full disclosure doesn’t need to be verbal, the pressure I was under during the sales presentation didn’t allow me to properly review the documents. Important details were either skimmed over or not explained at all. I trusted Westgate’s sales representatives during the presentation, and sadly, the reality of owning this timeshare has not lived up to what was promised.
  
  I have made several attempts to resolve these issues with Westgate’s customer service team, but each time I’ve been met with dismissive responses, which has only added to my frustration. I’m asking that Westgate take the circumstances of this sale into consideration and work with me to find a resolution that addresses both the financial strain and the unmet promises I’ve been dealing with.
  
  I appreciate the suggestion to contact the Contract Mediation Team, but given my prior experiences with customer service, I hope Westgate will take a more proactive and understanding approach to my situation.
  
  Thank you for your attention to this matter. I look forward to resolving this issue fairly and amicably.
  
  Warm regards,  
  Gregory Logan  
  

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2019, I used my sister's timeshare to go to Florida. She booked the Westgate Town Center Resort for our week of vacation. As part of using her timeshare, we were invited to a Westgate timeshare presentation that included breakfast and lunch, so we went. We had been to other of my sister's timeshares with a similar offer, so we knew what the agenda would be. I was impressed by the Westgate facilities, so I was willing to listen to the "sales pitch. We had breakfast and we were introduced to a salesman who talked to us and then gave us a tour of the property. He showed me the new section being built, and told me if I bought a timeshare, mine would be in that new section. We came back for lunch, and then sat down to discuss the option of buying a timeshare at Westgate. We were in a room with tons of other people all talking. One man was going around the room with a microphone talking about the positives about a timeshare. Every so often a salesman would jump up and shout he had a buyer. All throughout this, our salesman kept up a steady pace of reasons why I should buy a timeshare and a lot of financial options. He told me I did not need a large down payment (he even got me approved for a credit card to take a cash advance so I could make the down payment) and my monthly payments would be affordable, with my payments over in 3 years. So I figured I could swing the payments if it was paid off in 3 years. I said yes and signed all the paperwork. We had to go to multiple buildings, It was a very confusing process. All the while being given an iPad and cash incentives to get the word out about Westgate timeshares when I returned home. Now it is 2021, and my sister has informed me that she is deeding her timeshare to me because she just doesn't use it enough and she knows I will. I do not need 2 timeshares, and since I am retiring, my income will drop significantly, and it will be difficult for me financially to keep paying on a timeshare I do not need.

  Business response

  10/08/2024

  October 8, 2024
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  ************************************************************************************
  
  
  RE:******* *******
         Complaint ID # ******** - Account # *********** - *********
  
  Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Ms. ******** complaint.We thank you for the opportunity to respond. Please keep in mind that copies of any documents mentioned throughout will be forwarded to her.
  
  Please allow us to confirm that Ms. ******* is, in fact, deeded in the newest building on the property. Additionally, please understand that Ms. ******** mortgage would have been rewritten into a thirty-six (36) month term if she had taken advantage of an additional down payment option she was offered. She declined to accept it. It is incumbent on Ms. ******* to understand that, as an owner of deeded real estate with a Contract for Purchase and Sale document, a Note document, and a mortgage, she cannot simply decide that she does not want to adhere to the agreed upon contractual terms at her whim. As such, the contract,as written, remains valid and enforceable.
  
  Nonetheless,we truly regret to read of the struggles ********** is currently facing. While her contract is valid and we are unable to provide cancellation, rest assured that Westgate is willing to work with her during her hardship. We ask that Ms. ******* please reach out to our *************************** at ************** to request a hardship application. Please be advised, ********** will need to fully execute the application and submit all requested documentation to the address listed on the application. Westgate will not review any applications where supporting documents are missing. Once the application is reviewed, she will be notified in writing of Westgates decision. For further assistance with her Westgate account overall, 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 a response inconsistent with this one.
  
  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

  10/09/2024

   
  Complaint: 22240157
  
  To whom it may concern,

  Thank you for your response regarding my situation with the Westgate timeshare contract. I must respectfully disagree with the conclusion reached in your denial.
  While I appreciate the inclusion of the Contract for Purchase and Sale and Note documents, I believe it is crucial to consider the context in which I entered into this agreement. The information I received during the presentation was misleading and manipulative. I was enticed by promises of a desirable property and affordable payments, but I was not fully informed about the long-term implications of this commitment. The entire process felt rushed and confusing, with aggressive sales tactics that left little room for thoughtful consideration.

  
  Since then, my circumstances have changed significantly. With my sister deeding her timeshare to me, I am now facing the prospect of managing two timeshare obligations, which is financially unsustainable, especially as I approach retirement and anticipate a reduced income.

  
  I urge the BBB to reconsider this matter and advocate for a resolution that recognizes the deceptive nature of the sales process I experienced. I believe it is in the best interest of both parties to find a way to help me exit this contract, rather than adhering strictly to the original agreement made under such duress.

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

  Business response

  10/23/2024

  October 23, 2024
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  ************************************************************************************
  
  
  RE:******* *******
         Complaint ID # ******** - Account # *********** - *********
  
  Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding *** ******** complaint.We thank you for the opportunity to respond.
  
  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 any incentive or to purchase a timeshare. Additionally, we sincerely regret any inconvenience ********** *** 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 ********** was uncomfortable with the speed of the closing, it would have been up to her to communicate this to the Closing Officer so the pace could be adjusted to her comfort level and refrain from purchasing if her concerns were not addressed to her satisfaction.Additionally, the state of Florida 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 ********** did not like, understand, or agree with, she was able to clarify the matter with our representatives, and if she chose to,cancel the contract with no penalty, if *** ******* were within the rescission period. We ask her to understand that, as the consumer, it was her responsibility to ensure that what she 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,please be advised that full and fair disclosure of the financial obligations,as well as the fact that *** ******* was purchasing deeded real estate, was clear from the transactions inception. Westgate cannot control her changing financial dynamic or her personal choice to assume her sister's financial obligation. As such, the contract remains valid, enforceable, and will not be cancelled.
  
  Nonetheless, we truly regret to read of the struggles *** ******* is currently facing. While her contract is valid and we are unable to provide cancellation, rest assured that Westgate is willing to work with her during her hardship. We ask that *** *******  please reach out to our *************************** at ************** to request a hardship application.Please be advised, she will need to fully execute the application and submit all requested documentation to the address listed on the application. Westgate will not review any applications where supporting documents are missing. Once the application is reviewed, *** ******* will be notified in writing of Westgates decision. For specialized assistance with her Westgate account, we ask that *** ******* contact our ***************************** 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. Please be advised that any inquiry of a similar nature will be met with the same response.
  
  Respectfully,
  
  ***** *., Executive Team
  Correspondence
  Westgate Resorts
  ************************************************************************
  
  Ak/bp

  Customer response

  10/29/2024

   
  Complaint: 22240157
  
  I am rejecting this response because:
  Dear Mr. ************************* you for relaying Westgate Resorts' latest response regarding my complaint. However, I must again express my dissatisfaction with their denial and the points they raised. While I appreciate Westgate's acknowledgment of my discomfort, I maintain that the sales tactics employed during the presentation were indeed aggressive and misleading. I was led to believe that I was making a sound financial decision based on the information presented to me at the time, which was both incomplete and misrepresented. The urgency and atmosphere created by the sales team left little room for me to voice any concerns or fully understand the implications of the commitment I was making.
  Regarding the rescission period mentioned, I was not adequately informed about the process or implications, which further complicates my situation. It feels disingenuous to place the onus solely on me when the sales approach was designed to create pressure and urgency.
  

  Furthermore, my circumstances have changed significantly since the purchase, with my sister's timeshare being deeded to me. This situation is now financially burdensome, especially as I approach retirement and my income is set to decrease.  I urge the BBB to reconsider my case with an understanding of the manipulative sales tactics that influenced my decision and the significant changes in my financial situation. I believe it is fair to seek a resolution that allows me to exit this contract without further financial penalty, given the circumstances.
  

  Thank you for your continued attention to this matter. I hope for a resolution that acknowledges my concerns.
  

  Sincerely,

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

  
  

• Initial Complaint

  08/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To Whom It May Concern,I am writing to formally request the termination of my Westgate Vacation Villas membership and a full refund due to a series of unsatisfactory experiences and unmet promises.Upon attending your presentation, we were promised a 7-day vacation for participating in a 90-minute tour. However, the session extended far beyond the promised time, leaving us extremely fatigued and hungry. Despite expressing our desire to leave, we were denied our *** and threatened with the loss of promised incentives and a $20 deposit if we attempted to depart.We were also led to believe we could earn money by distributing marketing flyers and referring others, but we never received the promised support to set up this venture. Additionally, we were told we could rent out our vacation week for extra income, which never materialized.The incentives for attending the presentation were only provided after the sales center had closed, and the manager, ******* ******, used her young child inappropriately to pressure us into compliance under the guise of her childcare responsibilities.Given these issues and the misleading information provided, I am requesting the immediate cancellation of our membership and a refund of all payments made.Sincerely, ***** and **** May

  Business response

  10/17/2024

  October 17, 2024
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  ************************************************************************************
  
  RE:***** and **** ***
         Complaint ID # ******** - Account # *********** - *********
  
  Dear *** *************************************** Resorts is in receipt of your correspondence regarding *** and Mrs. **** complaint. We thank you for the opportunity to respond.
  
  ***********, please be advised that Westgate has addressed *** and Mrs. **** 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 an additional copy of our previous response to *** and Mrs.***, via the email on file, for their review.
  
  Ultimately,the contract, as written, remains valid and enforceable. Nonetheless, as we continue to deeply value *** and Mrs. **** 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. While they do not offer cancellation services, we ask that *** and 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 address furnished below.
  
  Respectfully,
  
  ***** *., Executive Team
  Correspondence
  Westgate Resorts
  ************************************************************************
  
  Ak/bp

*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. ↩