Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Westgate regarding my timeshare contract. Due to severe personal and medical difficulties, my wife and I are no longer able to sustain the financial obligations associated with this agreement.Shortly after purchasing the timeshare, my wife was diagnosed with Lupus, and I was diagnosed with heart failure and diabetes, among other serious health conditions. These chronic illnesses have significantly impacted our ability to travel and utilize the timeshare as initially intended. As a result, we have not been able to use the timeshare since its purchase.Despite being unable to benefit from the timeshare, the increasing maintenance fees have become a substantial financial burden, compounded by mounting medical expenses. Some of our critical treatments and medications are not covered by insurance, further straining our financial stability.We have previously contacted Westgate seeking a compassionate release from our timeshare obligations due to our medical and financial hardship. However, our requests have not been met with a reasonable resolution. We have enclosed documentation from our healthcare providers outlining our medical conditions and financial records, including outstanding medical bills and a detailed budget, to support our case.We respectfully request the BBB's assistance in advocating for the cancellation of our timeshare contract and the removal of any associated fees due to the extreme hardship we are facing. We are prepared to comply with any necessary steps to resolve this matter amicably.Thank you for your attention and consideration. We hope this matter can be resolved swiftly and with empathy.

  Business response

  01/20/2025

  January 20, 2025
  
  
  ****** ********
  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.
  
  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 recognize that Westgate has addressed Mr. **** concerns on multiple occasions and our position remains unchanged. While he may not agree with our position, this disagreement does not negate the contractual obligations he agreed to at the time of purchase. Westgate must rely on the legal documents that were executed at the time of sale and the contractual agreement reached between Mr. *** and Westgate. At the time of the execution of these documents, he was provided with a state mandated rescission period for contract cancellation as well as clear instructions had he decided to cancel as well as the mandatory timeframe. Additionally, as the consumer, it was his responsibility to ensure the purchase fit within his financial and travel means. Because we have nothing on record to show that Mr. *** cancelled within the allotted timeframe, it is Westgates position that the rescission period for contract cancellation has passed; as a result, his request for release has respectfully been denied. The contract is valid and enforceable.
  
  Nonetheless,should Mr. *** bring the account current, as this is one of the requirements to apply for our Legacy Program, we highly encourage him to reach out to our ***************************** to see what options may be available regarding his ownership. They may be directly reached at **************.For further assistance with bringing Mr. **** account current, we ask that he please contact our *************************** at **************.
  
  We thank you for the opportunity to be of service. Any further inquiries of a similar nature will be met with the same response.
  
  Respectfully,
  
  ***** *., Executive Team
  Correspondence
  Westgate Resorts
  ************************************************************************
  
  Ak/am

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vacation package to Westgate Resorts, included in the package was an extra night stay if booked within 30 days of purchase as well as ride a long tickets for a ****** race of your choice. The vacation was booked for Tennessee resort the end on May 2025 (no extra day was credited) and the ****** race October 2025. I was only provided one ride along ticket however; my friend who purchased the same package at the same time was provided with two ride along tickets. I am trying to determine why one person is provided more than the other when the same package was purchased. I have included the paperwork for both myself and ******* ******** who purchased the same package for comparison.

  Business response

  01/23/2025

  January 23, 2025
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  **************************************************************************************
  
  
  RE: ******* ********
         Complaint ID # ******** *********
  
  Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding ******* ********* complaint.We thank you for the opportunity to respond.
  
  Mr.********, regarding the incentive associated with the consumers purchased Vacation Package, please allow us to clarify that the incentive offered if booked within thirty (30) days was a cruise card, which was provided at the time of purchase.
  
  As for the extra ride along ticket, Ms. ********* friend received an extra ticket as a data entry error. Notwithstanding, as a customer service courtesy,we have added an extra ticket to her package as well. She now has two (2) ride along tickets.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** ****************

  Customer response

  01/23/2025

   
  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

  12/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to formally request your assistance in resolving an urgent issue with my timeshare contract with Westgate Resorts. Due to a significant and unforeseen change in our personal and financial circumstances, I am seeking the cancellation of our contract.Recently, my husband, ******, was diagnosed with lung cancer, which has placed a tremendous strain on both our finances and daily lives. His ongoing medical treatments have resulted in mounting bills, and his condition has severely limited his ability to work, leaving us with a significantly reduced household income. As a result, we are now living paycheck to ******** and struggling to meet basic expenses. The additional financial obligation of the timeshare is no longer sustainable for our family.Another concern is the long-term impact of this timeshare on our children. We have come to understand that the ********* contract could be passed down to them, which is not a responsibility we wish to impose. Resolving this matter now is crucial to ensure they are not burdened with obligations they neither chose nor anticipated.Despite multiple attempts to contact Westgate Resorts to discuss options for cancellation, we have not received any clear guidance or follow-up. The lack of response has added to our frustration during this already challenging time.Given the gravity of our situation, I respectfully request that Westgate Resorts take immediate action to cancel our timeshare contract. I ask for a clear and expedited process to resolve this matter, including waiving any associated cancellation fees due to our financial hardship.Thank you for your attention to this matter. I hope the BBB can help facilitate a resolution that accommodates our current circumstances.

  Business response

  12/19/2024

  December 19, 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.
  
  First and foremost, we are truly saddened to read about the difficult situation *********** and her family are 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.
  
  We understand Mrs. ******** concerns with affordability; however, please keep in mind that Mrs. ******* agreed to having the financial capacity to enter into the transaction at the time of sale. In addition, she was provided the information needed to make an informed financial decision, to include any costs associated with travel. Please understand that as the consumer, it was ************ responsibility to review the financial obligations associated with the purchase to ensure that the purchase fit within her financial means.
  
  Nonetheless,we truly regret to read of the struggles she is currently facing and stand willing to work with her during her hardship. As such, we ask Mrs. *******  to 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, Mrs. ******* will be notified in writing of Westgates decision.
  
  Additionally,please recognize that Mrs. ******* was provided 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 Mrs. ******* cancelled within the allotted timeframe, it is Westgates position that the rescission period for contract cancellation has passed; as a result, Mrs. ******** request to be released from her contract has respectfully been denied. Nonetheless, should she have any supporting documentation to show that she attempted to cancel within this contractual time period, we encourage her to provide it to our email below.
  
  Furthermore, we certainly understand Mrs. ******** concerns about the inheritance of her timeshare in the unfortunate event of her passing. We recommend that she contact a professional legal advisor concerning the inheritance process, as each owners situation is unique.
  
  Ultimately,Mrs. ******** contract remains valid and enforceable. We understand that it can be frustrating to learn her contract cannot be cancelled; however, please know that we do want to help Mrs. ******** It is important to realize that our offer of assistance is something that provides her 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 Mrs. ******* please contact our ***************************** at ***************
  
  We thank you for the opportunity to be of service. Should any further concerns arise following this response, please do not hesitate to reach out to us at the email below.
  
  Respectfully,
  
  ***** *., Executive Team
  Correspondence
  Westgate Resorts
  ************************************************************************
  
  Ak/am

• Initial Complaint

  12/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  After purchasing this timeshare, we quickly realized we had made a mistake. We tried to enjoy the benefits Westgate claimed to offer, but it has been far from beneficial. Instead, this purchase has only added to our financial burden and increased our debt.What makes this situation even more disheartening is that we trusted Westgate. The representatives made it seem like we were getting a great deal and that they had our best interests at heart. However, they were not upfront about the fees or the usage limitations associated with the timeshare. We strongly believe they knew we didnt fully understand the terms of the contract and exploited that to make a sale.The biggest issue weve faced has been with the credit card tied to this purchase. We were told it came with a 0% interest rate for a lifetime, but without any notice, the rate changed to a high interest rate. This misleading promise has caused us further financial hardship and underscores Westgates lack of honesty and transparency.We are requesting that this matter be rectified immediately. Westgate must address these concerns and provide a resolution that alleviates this financial burden. Thank you for your attention to this matter, and we look forward to your cooperation.

  Customer response

  12/20/2024

  Good morning,

  I have attached the signed authorization form. Thank you.

  Customer response

  01/03/2025

  Hi,

  Any update on this?

  Business response

  01/07/2025

  January 7, 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 understand that will be responding directly to Ms. ********* via the email address on file, to inform her of the account status, for her privacy regarding these matters. Nonetheless, we can advise that she is no longer the owner-of-record.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ***** *., Executive Team
  Correspondence
  Westgate Resorts
  ************************************************************************
  
  Ak/sp

• Initial Complaint

  12/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Westgate Resorts is a real estate company and is subject to the guidelines outlined by the ************************************************ (***). According to HUD Handbook ******, on page 218, paragraph 2, it is stated: "A loan secured by an interest in a timeshare must be considered an Installment Loan." Westgate has refused to make this correction on my credit report.

  Business response

  12/27/2024

  December 27, 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.
  
  Mr.********, please be advised that we have escalated the presented concerns to our legal team and will be communicating the findings directly to Mr. ******* once they have been provided to us.
  
  Nonetheless,please understand that on April 28, 2023, Mr. ******** account was foreclosed upon due to non-payment. 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

  12/27/2024

   
  Complaint: 22671370
  
  I am rejecting this response because: it has been done prematurely prior to the advice of their legal counsel.  Let's keep this issue transparent vs cloaked in secrecy.  
  Please send my response below back to the representative:  
  

  Thank you for your response regarding my complaint and for escalating the matter to your legal team. I appreciate the steps you are taking to address my concerns.
  
  However, I would like to clarify a few points:
  HUD Guidelines and Credit Reporting:
  The central issue is the interpretation of HUD Handbook ******, which explicitly states that a loan secured by an interest in a timeshare must be classified as an installment loan. Despite this clear directive, my credit report does not reflect this classification. I request that Westgate Resorts reevaluate this matter in accordance with federal guidelines and update the reporting accordingly.
  

  Response to Third Parties:
  I understand that the findings from your legal team will be communicated directly to me. However, I believe it is important for transparency and accountability to address all aspects of this issue in writing, particularly if additional third-party involvement becomes necessary.
  
  Credit Report Corrections:
  While I acknowledge that my account was foreclosed upon on April 28, 2023, this does not negate the obligation to report the account accurately under federal regulations. I kindly request that Westgate Resorts provide a detailed explanation regarding its refusal to update the credit report classification.
  
  I hope to resolve this matter amicably and without further escalation. I look forward to receiving a clear and thorough response, including any findings from your legal team.
  Thank you for your attention to this matter.

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

  Business response

  01/10/2025

  January 10, 2025
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  **************************************************************************************
  
  
  RE: ***** *******
         Complaint ID # ******** Account # *********** *********
  
  Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding ***** Hazzards complaint.We thank you for the opportunity to respond.
  
  Mr.********, please be advised that after further review by Counsel, our position is that Westgate denies that it is a real estate company subject to the *********************************************** handbook as it is a timeshare company organized under state law. Westgate denies that it improperly reported the foreclosure at issue and contests the enforceability of the departments handbook and any handbook for the matter.
  
  As such, the reporting will not be changed.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** *.)
  
  Sb/am

  Customer response

  01/16/2025

   
  Complaint: 22671370
  
  I am rejecting this response because:  

  Dear Mr. ***************** acknowledge Westgate Resorts' response; however, I reject their position for the following reasons:

  1) Clarification of Regulatory Oversight While Westgate claims it is not a real estate company subject to *** regulations, timeshare interests often involve real estate transactions, financing, and reporting obligations. I request a detailed legal explanation supporting their claim that they are exempt from applicable real estate and consumer protection laws.
  

  2) Foreclosure Reporting Dispute Westgate asserts that its reporting was proper. I formally request documentation and legal justification supporting their claim that the foreclosure reporting complies with federal and state laws, including consumer protection statutes and credit reporting requirements.
  

  3) Written Confirmation for My Records I request that Westgate Resorts provide its final position in writing, addressed to me at my residence:
  ***********************************
  

  I appreciate the BBBs assistance in facilitating this dialogue, as prior attempts to resolve this matter directly with Westgate were met with no response. I will consider this complaint closed only upon receipt of the requested documentation, but I reserve the right to escalate this matter to the appropriate regulatory agencies, including the ************************************ (****) and the ************************ (***), should Westgate fail to provide a satisfactory resolution.

  Thank you for your time and assistance.

  Best regards,
  ***** *******
  
  

  Business response

  01/24/2025

  January 24, 2025
  
  
  ****** ********
  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 Mr. ******* that, per counsels review, Westgate is under no obligation to provide a legal explanation to support its position. On the contrary, Westgate requests a detailed explanation from the consumer supporting his claim that Westgate is subject to the real estate and consumer protection laws the consumer is citing. Similarly, Westgate requests a detailed legal basis for his claim that the credit reporting is inaccurate.
  
  As for Mr. ******** request that we provide Westgates response in writing directly to him, please be advised that we will be sending a copy of Westgates response to the address provided.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** ****************

  Customer response

  01/28/2025

   
  Complaint: 22671370
  
  Dear Mr. ********************* you for your response. While I acknowledge Westgate Resorts' position, I reject their request for me to provide a legal explanation before they address the concerns I have raised.
  

  1) Regulatory Oversight & Compliance Westgate asserts it is not subject to certain real estate and consumer protection laws, yet it refuses to provide any legal basis for this claim. If Westgate is confident in its position, it should have no issue citing the specific laws or exemptions that apply.
  

  2) Credit Reporting Dispute The burden of proof regarding the accuracy of the foreclosure reporting falls on the entity furnishing the information. I request that Westgate provide documentation supporting its compliance with federal and state credit reporting laws, particularly the Fair Credit Reporting Act (FCRA).
  

  3) Written Confirmation I acknowledge that Westgate will be sending a written response to my provided address, and I will review it upon receipt. However, this does not resolve the dispute. If Westgate fails to substantiate its claims, I reserve the right to escalate this matter to the ************************************ (****), the ***************************** (***), and other relevant regulatory bodies.
  

  I appreciate the BBBs assistance in facilitating this matter and look forward to a more substantive response from Westgate.
  

  Best regards,
  ***** *******

• Initial Complaint

  12/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ********************* ***** Contract #: *********** We are filing this complaint due to Westgate Resorts' unacceptable handling of our request to cancel our timeshare contract, despite nearly two years of persistent efforts on our part.Initially, after enduring repeated delays, we were finally offered a Deed In Lieu of Foreclosure. However, Westgate has attached an unwarranted demand for over $3,000 in additional fees as a condition for the Deed, which is entirely unreasonable.We have already paid a significant amount of money toward this contract, which we believe is more than sufficient, particularly given the deceptive and misleading practices that led us into this agreement. The timeshare has caused us severe financial strain and stress, and we made it clear from the beginning that we would not incur further financial obligations to terminate this arrangement.Westgate's demand for additional fees is unjustified, and we categorically refuse to pay any more. We insist that Westgate waive these fees and provide the Deed In Lieu at no cost to us.We have also communicated to Westgate that if this matter is not resolved promptly, we will escalate our concerns to relevant authorities, including the ************************* and other consumer protection agencies. We are reaching out to the BBB as part of this process in the hope that Westgate will take this matter seriously and work to resolve it fairly and without additional financial burden on us.We request that the BBB assists in ensuring that Westgate waives the proposed fees and promptly provides the Deed In Lieu of Foreclosure, allowing us to bring this distressing situation to an end.

  Customer response

  12/12/2024

  This is not a duplicate complaint, please continue this with this complaint 

  Business response

  01/06/2025

  January 6, 2025
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  **************************************************************************************
  
  
  RE: ******* and *********** *****
         Complaint ID # ******** Account # *********** *********
  
  Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding ******* and *********** ****** complaint.We thank you for the opportunity to respond.
  
  Mr. ********, first and foremost we regret to read of **** and Mr. ****** dissatisfaction with Westgates previous responses, as we are committed to providing them with the highest level of service, and we are sorry if they feel as though we have not met that standard.
  
  That being said, we ask the consumers to understand that, regarding their concern with a fee associated with executing a Warranty Deed in Lieu of Foreclosure (WDIL), in these types of situations, Westgate is at liberty to determine any required fee at its discretion as Westgate is not required to offer a release once the state-mandated rescission period has passed. Furthermore, the execution of any offer is completely voluntary; as such, any decision to accept or decline the execution of a **** based on an offers terms and conditions remains with consumers who may receive an offer.
  
  Ultimately, while they may not agree with our responses, Westgate has addressed **** and Mr. ****** concerns, and our position remains as previously conveyed. Moreover, we ask for them to understand that while they are well within their rights to escalate their concerns to any outside forum as they see fit, Westgate will continue to address their concerns regardless of the escalation path they choose.
  
  While we are appreciative of their concerns,Westgate remains available to help. We encourage **** and Mr. ***** to contact our Contract Mediation Team at ************** for further assistance regarding their account.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** *.)
  
  Sb/am

  Customer response

  01/14/2025

   
  Complaint: 22638872
  
  I am rejecting this response because:Westgates claim that they have the discretion to impose fees for a **** without providing justification is troubling. While we understand that Westgate is not legally obligated to offer a release after the rescission period, the lack of transparency around the calculation of these fees raises serious concerns. This lack of disclosure gives the impression that these fees are arbitrarily determined and not in the spirit of fair business practices.
  Furthermore, Westgate describes the **** process as voluntary, yet their arbitrary fee structure creates a financial burden that leaves consumers with limited viable options. The use of the term voluntary in this context is misleading and appears to unfairly disadvantage consumers who are already in a difficult financial position.
  While Westgate asserts they have addressed our concerns, they have not provided clear or reasonable explanations for their actions. Reiterating their rigid stance without engaging with the specifics of our complaint does not reflect a genuine effort to resolve the matter or demonstrate good faith in customer service. Additionally, suggesting we contact their Contract Mediation Team is unhelpful, as prior interactions with this team have been dismissive and unproductive.
  We respectfully request that Westgate provide a detailed breakdown of the fees associated with the **** process and the rationale for imposing such charges. We also ask that they engage in meaningful dialogue to work toward a fair resolution that does not place undue financial strain on us. These steps are both reasonable and necessary to restore confidence in their commitment to ethical business practices.
  
  
  
  Sincerely,
  
  ***** *****

  Business response

  01/24/2025

  January 24, 2025
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  **************************************************************************************
  
  
  RE: ******* *****
         Complaint ID # ******** Account # *********** *********
  
  Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding Mrs. ****** complaint.We thank you for the opportunity to respond.
  
  Mr.********, please advise Mrs. ***** that, while she may not agree with or like Westgates responses, we have addressed her concerns. Ultimately, we ask her to understand that the Developer has the right to offer or deny an owners request for a Warranty Deed in Lieu of Foreclosure (WDIL), with no contractual obligation to disclose why that decision was made.
  
  Ultimately,Westgates position remains as previously conveyed. While we cannot control whether the consumer chooses to accept our offer of help, we again encourage ********* to contact our Contract Mediation Team at ************** for further assistance regarding her ownership.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** *.)
  
  Sb/sp

  Customer response

  01/27/2025

   
  Complaint: 22638872
  
  I am rejecting this response because: I appreciate the opportunity to clarify my position and address their statements.
  While Westgate contends that they have addressed my concerns, their response highlights a lack of transparency and accountability regarding their decision-making process. Specifically:
  Refusal to Disclose Decision Basis: Westgate acknowledges they are under no contractual obligation to provide an explanation for denying my request for a Warranty Deed in Lieu of Foreclosure (WDIL). However, I find this lack of transparency unacceptable and emblematic of the dismissive approach Westgate has taken toward my concerns. As a customer, I have a right to understand the reasoning behind decisions that directly impact me, particularly when my financial obligations are at stake.
  Ambiguity in Offer of Help: Westgate repeatedly refers to their offer of help, but this phrase remains vague and unsupported by specific actions or alternative solutions. If this help consists solely of urging me to contact the Contract Mediation Team, it feels disingenuous, given my prior efforts to resolve this issue through that channel without success or clarity.
  Failure to Provide Meaningful Resolution: My initial complaint arose because I sought a fair and reasonable resolution regarding my ownership. Westgates response not only fails to address this but also dismisses my concerns without offering viable alternatives or any indication of goodwill.
  The issue at hand is not simply my dissatisfaction with Westgates decisions but their unwillingness to engage in a transparent, cooperative process that respects my rights and concerns as a consumer. I am not asking for special treatment but for an open dialogue and fair resolution that considers my circumstances and the spirit of good business practices.
  Once again, I reiterate my request for Westgate to reconsider their position on the **** or, at the very least, provide a detailed explanation for their denial. I also ask that they take meaningful steps to work with me toward a resolution rather than referring me back to a mediation process that has, thus far, failed to yield results.
  Thank you for your time and assistance. I look forward to your continued support in resolving this matter.
  
  Sincerely,
  
  ***** *****

  Business response

  01/30/2025

  January 30, 2025
  
  
  ****** ********
  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.********* as Westgate has previously advised Ms. ****** Westgate is not contractually obligated to disclose the variables considered when offering or denying an owners requesting for a Warranty Deed in Lieu of Foreclosure (WDIL). While the consumer may not like or agree with Westgates response, we ask her to understand that any disagreement will not change it.
  
  Moreover,regarding Ms. ****** request for resolution, we ask her to understand that Westgate is, in fact, not required to provide any type of resolution or release once the state-mandated rescission period has lapsed. As such, Westgates position remains as previously conveyed.
  
  We thank you for the opportunity to be of service. 
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** *.)
  
  Sb/am

  Customer response

  02/05/2025

   
  Complaint: 22638872
  
  I am rejecting this response because: I am writing to vehemently dispute Westgate Resorts' response to my complaint. Westgates attempt to deflect responsibility and dismiss the concerns raised is both unacceptable and indicative of their broader business practices.
  First, the assertion that Westgate is "not contractually obligated" to disclose the variables considered in their decision-making is not only evasive but undermines the trust that consumers place in your organization. Transparency is paramount in any business transaction, especially when it involves significant financial commitments and potential loss of property. Westgate's refusal to provide clarity is a blatant disregard for consumer rights.
  Furthermore, the claim that Westgate has no obligation to provide a resolution post-rescission period is disingenuous. While they may cite legal loopholes, it is evident that ethical responsibility should prevail. A company that positions itself as a leader in its industry should prioritize customer satisfaction and fair treatment over rigid adherence to policy.
  It is troubling that Westgate, despite being aware of my situation, chooses to maintain this stance. This not only reflects poorly on their corporate values but also raises questions about their commitment to customer service and support.
  I urge the BBB to consider this response as an indication of Westgate's unwillingness to engage in meaningful dialogue or resolution. It is imperative that the BBB holds Westgate accountable for their lack of responsiveness and transparency.
  Thank you for your attention to this matter. I look forward to your continued support in addressing these serious concerns.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  12/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  acct# *********** We are filing this complaint to formally address the predatory and unethical practices of Westgate Resorts, which have caused us significant distress and financial strain. Our experience with Westgate during the purchase process was riddled with high-pressure sales tactics, misinformation, and ************ the time of closing, we were subjected to an aggressive sales environment that left little opportunity for genuine consideration. The representatives made verbal promises that contradicted the written contract, engaging in bait-and-switch tactics. Furthermore, they failed to clearly disclose critical terms, taking advantage of the "no legal requirement for full disclosure to be verbal" loophole. This deliberate lack of transparency misled us into signing a contract under false pretenses.When we attempted to address these concerns and cancel the contract, we were met with dismissive responses. Westgate's refusal to acknowledge or remedy their deceptive practices only compounded the issue. The **** (Westgate Deposit Installment Loan) fee they demand as a "courtesy" is nothing more than a tool to exploit customers further. The arbitrary nature of this fee and Westgate's unwillingness to waive it reflect a lack of ethical consideration for their customers.We have communicated our dissatisfaction to Westgate directly, only to receive patronizing and boilerplate responses. Their unwillingness to cancel our contract or take responsibility for their manipulative practices has left us with no choice but to escalate this matter.We are seeking a resolution through the BBB and demand the immediate cancellation of our contract without penalty. Additionally, we request the waiver of the unjust **** fee and a formal acknowledgment of the unethical practices we endured.Sincerely,******** ******************* *******

  Business response

  12/31/2024

  December 31, 2024
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  **************************************************************************************
  
  
  RE: ******** ******** and ******** *******
          Complaint ID # ******** Account # *********** *********
  
  Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding ******** ******** and ******** ******** complaint.We thank you for the opportunity to respond.
  
  Mr.********, please be advised that Mr. ******** and Ms. ******** refusal to accept Westgates position in no way negates it. We have previously addressed their concerns and absent supporting documentation of wrongdoing on Westgates part, our position remains as previously set forth. We ask that the consumers govern themselves accordingly.
  
  While we are appreciative of their concerns, Westgate remains available to help. We encourage them to contact our Contract Mediation Team at ************** for further assistance regarding their ownership.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** *.)
  
  Sb/sp

  Customer response

  01/02/2025

   
  Complaint: 22626446
  
  I am rejecting this response because: the response provided by Westgate Resorts concerning Complaint ID #********. The response fails to adequately address the specific issues raised in my original complaint and instead offers a dismissive statement that does not reflect a sincere effort to resolve the matter.
  Westgate's claim that their prior response is sufficient disregards the valid concerns and evidence presented. My complaint outlined specific grievances regarding the misrepresentation, miscommunication, and overall handling of my ownership. Despite Westgates assertion that "no wrongdoing" occurred, this does not align with my experience nor the documented interactions during my engagement with their representatives.
  The statement, Mr. ******** and Ms. ******** refusal to accept Westgates position in no way negates it, demonstrates a lack of willingness to engage constructively or acknowledge accountability. It is not a refusal to accept their position, but rather a rejection of an inadequate response that lacks transparency or a meaningful resolution.
  Furthermore, I find it inappropriate to suggest that I govern myself accordingly, as this language implies wrongdoing on my part without substantiation. The burden of resolution lies with Westgate as the service provider, particularly in light of the grievances I raised.
  Westgates invitation to contact the Contract Mediation Team feels performative given the lack of progress through previous attempts at resolution. I have sought remedies through the channels provided without success, which is why this complaint was necessary. Their continued emphasis on internal mediation as the only recourse suggests an unwillingness to consider impartial or external evaluation of the issues.
  I reiterate my request for a full and fair investigation into the claims detailed in my complaint. I also expect a clear acknowledgment of any deficiencies in their processes and a specific outline of the steps they are willing to take to address and rectify my concerns.
  I trust the Better Business Bureau will see the importance of holding Westgate accountable to resolve these matters in good faith.
  
  
  
  Sincerely,
  
  ******** ********

  Business response

  01/07/2025

  January 7, 2025
  
  
  ****** ********
  Consumer Affairs Representative
  BBB serving Central Florida
  **************************************************************************************
  
  RE: ******** ********
         Complaint ID # ******** Account # *********** *********
  
  Dear Mr. *************************************** Resorts is in receipt of your correspondence regarding ******** Gonzalesadditional complaint. We thank you for the opportunity to respond.
  
  Mr.********, first and foremost, we regret to read of Mr. ******** continued dissatisfaction with Westgates previous responses. Westgate is committed to providing him with the highest level of service, and we are sorry if he feels as though we have not met that standard.
  
  That being said, we ask Mr. ******** to understand that, as previously advised,while he may not agree with Westgates responses, we have previously addressed his concerns. We ask for him to understand that Westgate does hold its employees responsible for the things they say and do, when owners are able to provide supporting documentation in support of their claims. However, in the absence of such documentation, no form of verbal communication can or will supersede the contract agreement made between the consumer and the ************ such, Westgates position remains as previously conveyed.
  
  While Westgate is unable to control whether Mr. ******** chooses to accept our offer of assistance, we remain available to help. As such, we again encourage him to contact our Contract Mediation Team at ************** for further assistance regarding his ownership.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** *.)
  
  Sb/am

  Customer response

  01/08/2025

   
  Complaint: 22626446
  
  I am rejecting this response because: 

  Thank you for forwarding Westgate Resorts' response to my complaint. While they claim to have addressed my concerns, their response continues to reflect a lack of accountability and meaningful resolution of my issues.
  Westgates assertion that they have previously addressed my concerns is incorrect. My complaints center on the aggressive sales tactics and misrepresentations that were employed during the sales process. Despite repeated attempts to seek assistance, Westgate has only deflected responsibility, focusing solely on enforcing the terms of a contract that was secured under questionable circumstances.
  Westgate suggests I provide supporting documentation for my claims. However, as they are fully aware, verbal promises and high-pressure sales tactics often do not result in written proof, which is why such complaints are common in the timeshare industry. Their inabilityor refusalto address these systemic issues speaks volumes about their business practices.
  When I have contacted the Contract Mediation Team as directed, the assistance offered is merely an effort to enforce payments, with no genuine attempt to resolve the underlying concerns or acknowledge the aggressive sales techniques used to secure this agreement.
  I call on Westgate to demonstrate accountability and transparency. Rather than reiterating their rigid stance, they should take responsibility for their sales practices and work with me to reach a fair resolution, such as releasing me from this contract that I was misled into signing.
  I ask the BBB to recognize that Westgate's response does not reflect genuine resolution efforts but rather a continued pattern of avoidance and deflection. I am simply seeking justice and fair treatment in light of the misrepresentation I experienced.
  Thank you for your continued attention to this matter.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  11/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint against Westgate Resorts due to unethical and deceptive sales practices, lack of transparency, and unfair treatment in handling our cancellation request for Account #**************** we attended the sales presentation, we were subjected to high-pressure tactics and coercion, which made it nearly impossible to make a rational, informed decision. Key information about maintenance fees and cancellation periods was either omitted or downplayed. We were not clearly informed that these fees could increase significantly over time, nor were we advised of a reasonable rescission period to reconsider our purchase. This lack of transparency violates fair consumer practices.Despite communicating these concerns in writing, Westgate has ignored the core issue: the unethical methods used to secure our agreement. In response to our initial letter, Westgate cited the enforceability of the contract, which completely disregards the ethical issues raised. Their response also failed to address the emotional and financial distress their practices have caused. This approach demonstrates a disregard for customer concerns and highlights a systemic issue within their sales process.Our experience aligns with numerous complaints from other owners who have described similar tactics. This indicates a broader pattern of behavior by Westgate Resorts that goes beyond an isolated incident. These practices are not only unethical but potentially unlawful under consumer protection standards.We cannot continue payments for a service that we feel was misrepresented and forced upon us. Westgate's unwillingness to address our concerns leaves us with no choice but to escalate the matter. We are seeking confirmation that our account has been canceled and that any further attempts to collect payments will cease immediately.We respectfully request BBB intervention to ensure that Westgate resolves this issue fairly and transparently.Sincerely,***** Razz

  Business response

  12/20/2024

  December 20, 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.********* we wish to advise Mr. **** that, while he is entitled to his opinion, Westgate has previously communicated our position with regard to the matters presented, and our position remains unchanged, whether the consumer chooses to accept it or not. For your convenience, you may find additional copies of Westgates previous response below for your review.
  
  Ultimately,absent supporting documentation of wrongdoing on Westgates part, Westgates position is that Mr. ****s contract remains valid and enforceable. While we are appreciative of his concerns, Westgate is available to help. We encourage him to contact our Contract Mediation Team at ************** for further assistance regarding his account.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** *.)
  
  Sb/am

  
  
  February 17, 2022
  
  
  ***** **** and Micashea ******
  *****************************************************************************************
  
  Email:**********************************
  
  RE:Account# *********** /Issue# *******
  
  Dear Mr. **** and *** *******
  
  We appreciated your continued patience while we reviewed and researched your concerns. Please accept this as Westgate's response.
  
  Mr.**** and *** ******* we apologize if you felt uncomfortable or pressured in any way while attending our sales presentation. Since there may have been offers that are on a first-come, first-served basis, depending on the available inventory, the representative may have expressed some urgency regarding the offer. However, you were never obligated to remain past the agreed-upon time to receive your incentive or to purchase a timeshare. Ultimately, you 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 your concerns are not addressed to your satisfaction.
  
  We are saddened to learn that you claim that you have had challenges when making reservations. Please allow us to briefly explain your ownership and some benefits you have as owners. You purchased an All-Season week in a 2-Bedroom Standard for use during Even-numbered years at Westgate Town Center Resort.Keep in mind that you purchased under the Floating Use Plan for reservations,wherein you do not own the use of a specific unit, but a certain unit type,based on availability. Therefore, you have the right to occupy your villa at your home resort during your current year and season of ownership without being charged additional fees. To improve the likelihood of securing desired travel dates, Westgate allows owners to book reservations up to eleven (11) months in advance of their travel dates. Any reservations outside of your contracted usage rights are considered owner benefits (e.g., exchanges, split weeks,etc.), which are also based on availability and subject to the Westgate Resorts Internal Exchange terms and conditions.
  
  Mr.**** and *** ******* it is important to understand that once your state-mandated rescission period for contract cancellation expires, we are unable to cancel your account at your request. Our delivery of your contract documents on the day of sale constitutes full and fair disclosure of the terms of your purchase. Westgate's position remains that the contract is valid and enforceable. We deeply value your relationship with Westgate Resorts and, as we want to help you, we encourage you to contact our Owner Relations Team at ************** / Option 4 for assistance with your account. They remain at your service for all account matters, including taking payment on the 2022 Maintenance and Tax assessments now overdue on your account. If we may be of additional service, please contact us at the email address below.
  
  Respectfully,
  
  Executive Team
  Owner Relations Correspondence Westgate Resorts
  ************************************************************************
  Ag/am
  
  
  June 13, 2022
  
  
  ***** ****
  Micashea ******
  ***********************************************************************************************************
  
  Email:**********************************
  
  RE:Account# *********** I Issue# *******
  
  Dear Mr. **** and *** *******
  
  We thank you for your patience while we reviewed and researched your correspondence. Please accept this as Westgate's response. For your convenience, we have attached additional copies of the documents mentioned herein.
  
  Mr.**** and *** ******* please allow us to express our appreciation for your long-term ownership since 2016. Westgate owes its success to respected and valued owners like you, who have embraced our philosophy that regular vacations can, and do, lead to improvements in health, personal well-being, and family connections.
  
  We sincerely apologize for any inconvenience you may have experienced due to the length of the presentation you attended and if you felt pressured or uncomfortable in any way. Please remember that in order to receive the promised gifts, you were only required to attend the presentation for ************************************************************ to purchase. We ask for you to understand that it would have been at your discretion to inform the sales staff or closing officer of any discomfort to ensure proper action was taken and refrain from purchasing if your concerns were not addressed to your satisfaction. While Westgate is a sales-driven company, at no point were you forced to stay or to purchase a timeshare.
  
  While we certainly appreciate your concerns with any increase in your Maintenance dues and Taxes (M&T), it is important to understand that the Maintenance dues represent the only source of revenue available to pay the cost of maintaining your resort. Please be advised, the ******************* is responsible for calculating the resort's annual budget and dividing it equitably among all the owners so that each one pays a fair share of the costs needed to preserve the integrity of the resort's services while keeping the costs as low as possible. If the cost of goods and services to maintain your resort increases, this increase to the Budget is divided amongst all the Resort Owners so that each pays his fair share of the increase. It is also important to know that all of the Maintenance dues paid go directly to the Owners'Association and that the Developer pays his share of the M&T on all unsold timeshare weeks at your resort, so he has a vested interest in keeping costs as low as possible. The estimated M&T amounts can be found in your Contract for Purchase and Sale (Contract), Closing Disclosure, and Acknowledgment of Representations.
  
  Regarding the cancellation period, please understand that Westgate fully complied with its legal duty by conspicuously disclosing the mandatory terms of rescission in the Contract. We are not required to verbally disclose this information. Please understand the fact remains that you were provided full and fair disclosure of the purchase terms on the day of sale. This is evidenced by your execution and Westgate's delivery of the contract documents. There is no legal requirement for full disclosure to be done verbally. As consumers, it was your responsibility to ensure that what you acknowledged and were in agreement with matched the information relayed in the documents.
  
  Unfortunately,duplicate complaints initiated by ********* exit companies that prey on owners with false promises have become common on the internet. Please understand that the frequency of these repetitive complaints does not lend them any credibility or merit.
  
  Mr.**** and *** ******* Westgate's position is that your contract is valid and legally enforceable; therefore, your cancellation request is respectfully denied. We encourage you to contact Westgate's *************************** directly at ************** for assistance with your account.
  
  If we may be of any additional service, please contact us at the email address provided below.
  
  Respectfully,
  
  Executive Team
  Owner Relations Correspondence
  Westgate Resorts
  ************************************************************************
  
  Jr/gsc
  Attachments

  Customer response

  01/13/2025

   
  Complaint: 22613153
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 1/10/2025 2:34:08 PM
  Thank you for providing Westgate Resorts response to my complaint. While I appreciate the opportunity to review their correspondence, I must respectfully disagree with their assertion and wish to reiterate my concerns. Westgates response fails to adequately address the substantive issues raised in my initial complaint, and I remain steadfast in my position regarding the validity of my concerns.
  Misrepresentation and Lack of Transparency
  Westgates response suggests that my contract is valid and enforceable without providing any acknowledgment of the specific allegations of misrepresentation that I raised. During the sales presentation, critical details about the financial obligations, usage restrictions, and cancellation policy were either misrepresented or omitted entirely. I entered into this agreement under the influence of misleading information, which undermines the contracts enforceability.
  Westgates refusal to address these allegations directly or provide evidence disproving my claims only reinforces my belief that their sales practices were deceptive. I urge Westgate to provide a detailed and transparent response addressing the specific points of my complaint, rather than relying on generalized statements.
  
  Westgates position that my claims lack supporting documentation is unfounded. I have attached all relevant documentation, including copies of the contract and associated documents, correspondence with Westgates representatives, and notes and details from the sales presentation.
  These documents highlight discrepancies between what was promised and what is stated in the contract. If Westgate believes otherwise, I request that they provide specific evidence to counter my claims, rather than dismissing them outright.
  
  I am not seeking to undermine the contractual process, but I am asking for fairness and accountability. Given the documented misrepresentation and lack of full disclosure, I believe it is reasonable to request the cancellation of my contract and a refund of all amounts paid. If Westgate is indeed available to help, as they claim, then I urge them to offer a meaningful resolution to this dispute, rather than directing me to a mediation team that has historically been unhelpful in addressing these concerns.
  
  I appreciate your continued involvement in this matter, Mr. ********* and I trust the BBB will evaluate Westgates response in light of the evidence I have provided. I remain open to working towards an amicable resolution but expect Westgate to engage in good faith rather than issuing dismissive responses.
  Thank you for your time and assistance.

  
  
  Sincerely,
  
  ***** Razz

  Business response

  01/22/2025

  January 22, 2025
  
  
  ****** ********
  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 regret to read of Ms. ***** dissatisfaction with our previous response;however, absent supporting documentation to negate the contents of the contract documents executed by the owners and Westgate, which provided the consumers full disclosure of all contractual terms on the day of sale in accordance with all laws, our position remains unchanged. As such, the contract stands valid and enforceable.
  
  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 account, we highly encourage Ms. **** to reach out to our ***************************** at **************.
  
  We thank you for the opportunity to be of service. Any further inquiries of a similar nature will be met with the same response.
  
  Respectfully,
  
  ***** *., Executive Team
  Correspondence
  Westgate Resorts
  ************************************************************************
  
  Ak/bp

  Customer response

  01/23/2025

   
  Complaint: 22613153
  
  I am rejecting this response because: Unfortunately, their reply does not address my concerns, and their unwillingness to resolve this matter demonstrates a lack of genuine interest in reaching a fair and reasonable outcome.
  I reject Westgate Resorts position as stated in their letter dated January 22, 2025. While they continue to reference the contract documents and claim "full disclosure," they fail to acknowledge the issues I have raised about the circumstances surrounding the sale, including their predatory tactics and lack of transparency. Their response is merely a repetition of the same dismissive stance they have taken in prior communications, with no new effort to resolve the dispute.
  Despite numerous attempts on my part, including phone calls to their ****************************** I have not received any meaningful assistance. Instead, it appears Westgate Resorts is solely focused on securing payment, rather than addressing the root issues of my dissatisfaction.
  I stand firm in my position that this contract is invalid due to misrepresentation, coercion, lack of disclosure and I will not be providing any further payments under these circumstances. I expect Westgate Resorts to take my concerns seriously and to propose a genuine resolution.
  I kindly request your continued assistance with this matter to ensure it is resolved fairly.
  Thank you for your time and support.
  
  
  Sincerely,
  
  ***** Razz

• Initial Complaint

  11/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with WESTGATE I do not have a contract with the collection agency trying to collect. They did not provide me with the original contract as requested.

  Business response

  12/09/2024

  December 9, 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 we will be forwarding a copy of the document mentioned in our response, directly to ********** via the email address on file.
  
  Mr.********* please allow us to clarify that, while the complaint itself is not clear, we can confirm that Ms. ****** has not been with a collection agency, regarding this account, since 2019. This was long before Westgate started credit reporting. Ms. ****** has repeatedly disputed the credit bureau foreclosure reporting advising that this is not her account; however, *********************** records over numerous accounts fully contradict this. These records include picture identifications,as well as the recorded closings and executed contract documents. Nonetheless,should Ms. ****** have tangible documentation to the contrary, we ask that she please provide it to our email address below for further review. In the interim, Westgate's position stands that the foreclosure reporting is valid and will not be removed. However, we will be providing a copy of the Contract for Purchase and Sale document to Ms. ******* via the email address on file, as a courtesy.
  
  We thank you for the opportunity to be of service. Should any further concerns arise following this response, please do not hesitate to reach out to us at the email address below.
  
  Respectfully,
  
  ***** *., Executive Team
  Correspondence
  ************************************************************************
  
  Ak/sp

• Initial Complaint

  11/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are filing this complaint against Westgate Resorts regarding the numerous issues and deceptive practices we have encountered with our timeshare contract 27383951822-003). Despite multiple attempts to resolve these issues directly with Westgate, including a detailed letter outlining our grievances, the company has failed to address our concerns adequately.We were assured that as gold-status owners, there would be no need for future upgrades. However, this turned out to be false. During a subsequent stay in Orlando, **, we were forced to attend a supposed owners update meeting, which lasted over three hours. This meeting pressured us into upgrading from Every Other Year to Every Year status, significantly increasing our financial burden with doubled maintenance fees.The benefits promised to us as timeshare owners have proven to be nonexistent. For example, we consistently find better prices and deals for accommodations, car rentals, and other travel services through third-party providers like *******. The Westgate cruise and travel program has been a disappointment, providing no value compared to what was promised.Our stays have been plagued with issues such as broken amenities, soaking wet floors, and non-functioning TVs, further diminishing any enjoyment from ownership. Furthermore, restrictions on getaways have made it nearly impossible to utilize the timeshare effectively.These financial and logistical challenges are compounded by the personal strain on our family. We are struggling with the high maintenance fees while managing the costs of school for our son and special education for our daughter.The deceptive practices of Westgates sales representatives have led to significant financial stress and dissatisfaction. We are demanding the immediate cancellation of our timeshare contract due to misrepresentation, unmet promises, and the burden it has placed on our family.We respectfully request the BBB's intervention to resolve this matter promptly.

  Business response

  12/23/2024

  December 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.********, please be advised that Westgate has already addressed these concerns,where Ms. ****** chooses to accept our position or not. Ultimately, the consumer opted to upgrade her purchase from a 3-bedroom to a 6-bedroom,however, there was never any obligation to do so. As such, Westgates position remains as previously set forth.
  
  While we are appreciative of Ms. ******* concerns, Westgate is available to help. We encourage Ms. ****** to contact our Owner Benefits Team at ************** for further assistance regarding her ownership.
  
  We thank you for the opportunity to be of service.
  
  Respectfully,
  
  ****** *., Executive Team
  Correspondence
  ************************************************************************ (Attn: ****** *.)
  
  Sb/am

  Customer response

  01/02/2025

   
  Complaint: 22586161
  
  I am rejecting this response because: The response, while acknowledging my concerns, fails to adequately address the substance of my grievance.
  Mischaracterization of Events:
  Westgate claims I chose to upgrade from a 3-bedroom to a 6-bedroom and that there was no obligation to do so. However, the circumstances surrounding this so-called "upgrade" were misrepresented. During the sales process, I was subjected to high-pressure tactics and misleading information that left me feeling there was no reasonable alternative. This tactic raises ethical concerns about how Westgate conducts business and deals with its owners.
  Failure to Address Core Issues:
  Westgates response did not address the specific issues I raised in my complaint, such as:
  The lack of transparency during the transaction.
  Misleading information about the benefits or costs of the "upgrade."
  Inadequate resolution of my concerns after the transaction.
  Simply stating that I had the option to decline is not a sufficient resolution to the concerns about the methods employed to secure my agreement.
  Request for Good Faith **************** have repeatedly attempted to resolve this matter directly with Westgate, only to be met with dismissive responses similar to the one provided here. If Westgate is truly "available to help," as stated, I request a more meaningful dialogue to resolve this matter.
  Specifically, I am seeking:
  A review of the sales process and acknowledgment of the misleading tactics.
  A fair and reasonable resolution to the financial burden caused by this transaction.
  Clear steps Westgate will take to ensure future customers are not subjected to the same practices.
  Provide documentation and instructions on the cancelation process.
  Customer Advocacy and Responsibility:
  As a customer, I trusted ********************** to act in good faith, which I believe did not occur. Offering a phone number for the Owner Benefits Team without substantive action does not demonstrate accountability or a genuine commitment to resolving this matter.
  I remain willing to discuss this further and hope Westgate will take the opportunity to respond with greater sincerity and specificity to address my concerns.
  Thank you for your attention to this matter.
  Sincerely,
  
  
  ******** ******
  
  
  
  Sincerely,
  
  ******** ******

  Business response

  01/10/2025

  January 10, 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 allow us to confirm that full and fair disclosure of all purchase terms was provided to Mr. ******* on the day of sale, in accordance with all laws. In addition, please recognize that the majority of the allegations being presented are purely verbal. Therefore,absent supporting documentation of any alleged wrongdoing on Westgate's part,the executed contract documents will supersede. Mr. ****** failure to accept our position will not alter it nor does it require that we provide a resolution in these matters. Ultimately,the contract, as written, stands valid and enforceable. Nonetheless, as requested, we will be forwarding a copy of the Contract for Purchase and Sale document to Mr. ******* via the email on file, with the rescission instructions for cancellation highlighted.
  
  While Westgate is unable to control whether Mr. ****** chooses to accept our offer of help, we again reach out to assist him. For further assistance with his account,we highly encourage Mr. ****** to reach out to our ************************* at **************.
  
  We thank you for the opportunity to be of service. Any further inquiries of a similar nature will be met with the same response.
  
  Respectfully,
  
  ***** *., Executive Team
  Correspondence
  Westgate Resorts
  ************************************************************************
  
  Ak/am

  Customer response

  01/13/2025

   
  Complaint: 22586161
  
  I am rejecting this response because:Thank you for forwarding Westgate Resorts response to my complaint. I must strongly contest their claims and respectfully request the BBBs assistance in addressing this matter.
  Westgates assertion that full and fair disclosure of all purchase terms was provided to me is highly disputable. The sales process was characterized by high-pressure tactics, misleading verbal promises, and insufficient time to thoroughly review the complex and lengthy contract under duress. While Westgate insists on the validity of their contract, they fail to acknowledge that their representatives verbal assurances contradict the written terms. It is unreasonable to expect consumers to parse every nuance of legal language in such a coercive sales environment, particularly when pressured to sign immediately.
  Moreover, I find it unacceptable that Westgate dismisses my allegations as purely verbal. Sales presentations are a critical component of their business model and are inherently verbal. If their representatives misrepresented material facts, as I know they did, this constitutes deceptive practices, regardless of what the written contract states. Westgates stance seems to suggest they are free to say whatever they like verbally, knowing the written contract will absolve them of accountability.
  While Westgate has offered to send the contract with rescission instructions, this is of no help given that the rescission period has long since passed. The issue here is not about canceling within a narrow legal timeframe; it is about a pattern of behavior that misleads consumers and locks them into unfavorable terms under false pretenses.
  Additionally, the suggestion to contact the ************************* is not a meaningful resolution. I have already attempted to resolve this matter directly with Westgate, only to be met with unhelpful responses that prioritize their interests over mine. I am seeking a fair and equitable resolution, including the possibility of rescinding this agreement.
  I respectfully urge the BBB to recognize that Westgates response fails to address the core issues of my complaint and exemplifies their unwillingness to act in good faith. Their focus on the validity of the contract ignores the deceptive practices that led to its execution. I plead with the BBB to help hold Westgate accountable and assist me in finding a resolution to this matter.
  Thank you for your time and attention. I look forward to your guidance on how to proceed.
  Sincerely,
  
  ******** ******

*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. ↩