Complaints

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to express my extreme dissatisfaction with Westgate Resorts regarding my timeshare ownership. After a 30-year career in the US Army, my family and I decided to retire in Florida. We were frequently visiting Orlando when I received an enticing offer from a WestGate representative: a complimentary 4-day stay at the resort, along with free amusement park tickets, in exchange for attending a one-hour sales presentation. During our stay, I fulfilled my obligation by attending the presentation. Despite my initial decision not to purchase a timeshare, I was subjected to persistent pressure from both the sales representative and their manager. They significantly lowered the price and offered various incentives, yet critical information regarding the payment structure, cancellation policy, additional fees, and other requirements was never clearly explained. After reluctantly becoming an owner, I found it nearly impossible to use the resort. Every time I tried to make reservations, I was told that there was no availability, even after upgrading to VIP status, which was supposed to provide better service and luxury. The upgrade did not improve the situation, and I was left with a timeshare I could not use. I was also informed that I could only use the resort during “uneven” years, and if I didn’t reserve, I would lose my week. It became evident that the resort was not an exclusive luxury destination as promised, but rather a facility open to the general public, subject to availability. Despite making payments, I have been unable to utilize the resort for over five years, causing significant financial hardship and frustration. Given these circumstances, I am requesting the cancellation of my ownership and a full refund of all payments made. Westgate Resorts has failed to provide the promised services, and their actions may be in violation of Chapter 721 of the Florida Statutes, which prohibits misleading or deceptive practices in timeshare sales.

  Business response

  09/04/2024

  Hello,  You have complained about WestGate Resorts.  Our company is WestGate Properties LLC.  We are based in Santa Fe NM and nowhere else.  I'm sorry bout you have reached out to the wrong company.  Best of luck in finding the correct WestGate and obtaining a satisfactory resolution.  Sincerely, *** *****, Managing Member, WestGate Properties LLC Santa Fe NM

  Customer response

  09/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ******** *****************

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been a member of this HOA and neighborhood since the day it was built before the HOA was even established. Their price for their annual dues seem to rise yearly and now recently with last meeting they are rising again with the bill shown. Quote on quote due to a lawsuit that they sustained last year and now we are covering the costs? Last year I was giving a day notice about the do which I paid and never had problems paying. The eCheck that was processed was declined and without any notification was sent to collections. Calling collections and taking care of it and having to pay the ridiculous amount shown with the attachment and confirmation number. I then reached out to the HOA. ******** **********, in other words, responded that they were going to take care of my delinquent setting and allow me to gain access again to their website. After checking to try to submit plans for additions to property, still not allowed to get on the website. After opening the mail today receiving the new bill and trying to log on to pay the bill again denied access. There is no follow-through with this property management and their bullying tactics seem to be channeled to certain individuals in this neighborhood. To be honest, I know that I am not the only one in this neighborhood that does not share the same feelings and outlook. ******** ********** plays the part and acts as if they are doing their duty, the funds for higher maintenance in the neighborhood do not show. We have one of the dirtiest neighborhoods and this has been going on for years and been brought up in meetings. Being one of the first founders of this subdivision, I think that this company needs to be looked at deeply and now raising the price for their lawsuit on us I believe has to be illegal. Some serious action needs to be taking here, especially at the time of need that our country is going through.

  Business response

  12/28/2022

  I am receipt of the customer’s complaints regarding the following matters. I am the owner of the Management Company that manages the community where the complainant lives. Most of his complaints stem from decisions made by the Board of Directors that my company implements.
  

  Increase in dues: The increase in dues is a direct function of the cost of operating the HOA together with the need to place funds in reserves for future common area work and emergencies as well as the inadequate amount of dues since inception. The Income & Expense Statement for November, 2022, included here, shows that the association is over budget by $11,395.  The dues for 2023 were increased because of increases in expenses and the need to reserve funds for future replacements and emergencies.  The budget for expenses, not including transfers to reserves, increased from 52,060 in 2022 to 60,800 in 2023. The November Balance Sheet shows a negative balance in the operating account and a small balance of $5,622 in the Reserve Account. For a community of 219 homes, this is an inadequate account balance. Dues were too low when the HOA was initially established and so have risen quickly to keep up with the actual costs of operating as well as inflation since inception.  
  

  Legality of raising dues: The process for approving a budget, including the raising of dues, is provided for the Bylaws of the community.  The owner can access these Bylaws on the Association website. The notification of the increase as provided in the Annual Meeting Packet dated 11/18/2022 for a meeting that took place on 12/13/2022.
  

  No notice regarding collections: A quick review of our billing records indicated that we mailed by U.S. Mail the attached April, May and June statements. A review of the payment history indicates the complainant has paid late each year since 2017, which is when our records start. The cost of hiring a 3rd party collection is high relative to the annual assessment and so in June, 2022, the Board of Directors decided to contract with a 3rd party collection agency that charges a flat fee.  The attached document announcing this new system was sent to all owners in June.  This followed monthly late notices to the complainant.
  

  Unable to access to online owner portal: During the period when the account is with the collection company the Owner Portal is shut down. I tested it today, 12/28/2022 and it is open and available.

   

*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. ↩