Complaint Review: Westagte Resorts - Orlando Florida

Ok I have the best vantage point when it comes to westgate. I own there. My parents own there. First to any of you thinking about buying at westgate. DON'T DO IT!!

I purchased a week at River ranch. During the sales speach I said I will only buy if I can have a specific week. I do not want a floating week. They said well we can't do that BUT we can stipulate that if you take the week you purchase it is yours as long as you take that week. This was confimed 6 months later by an employee at westgate town villas when I went with my parents to their place.

Now they gave me 1 free week as well as two free weekends which the sales guys said I could use 4 days straight because why would anyone drive from Chicago to Florida or fly even for two days? Well I tried to book them 4 days and was told I couldn't do that. It did not say in the computer that it was 4 days it said two weekends. Well the sales guy had given me his personal phone number and said If I have any problems call him. So I did.

I was then informed he no longer worked for westgate. So I booked the weekend just before my parents week. I get there and they are not putting me in one of the new building that was supposed to be built but one of the old ones from the former company that was slated to be destroyed. The fridge had no shelves in it walls had holes in them and all kinds of stuff wrong. I went to see the person in charge.

The ones who took over after the guy I originally bought from was removed. I told them my situation. They gave me the weekend back to come back for teh 4 days straight and said they actually didn't own the building I was staying in so I guess I couldn't fault them for all the problems. I was very happy with the way they handled it. Now I asked how come I was told these building would be done and they're not. Am I going to come here in March for MY week and my place not be done? The guy said we'll have 30 places done by then I think you'll be very happy when you come in March. I said I only care about 1 mine. OK Cool!!

I get home and on my answering machine is a message from westgate resorts left at the same time I was there asking about my place. The message said they need to talk to me about my account. I call them and was informed that my place will NOT be done by March and I HAD to switch units and weeks. I refused. I said I have to have that week it coincides with my parents week 12 the next week. Changing units was not a problem though but everything had to stay the same.

Well this is when I was treated like dirt. I was told I HAD to switch and that I did not have a fixed week he doesn't know who would have told me that but that's wrong. I said I'm not going to sit here and argue with you over this I am calling the people I just talked to last week. SO I did.

The woman I talked to said she would call the head honcho at that office and get it worked out. After 2 weeks I heard nothing so I emailed her back and she said the woman's son was in a bad accident and she'd get back to me. 2 weeks later again nothing. I emailed her again got no response. A week later tried to email her again and it said that email address no longer existed. I tried calling and she's no longer there either.

In the meantime I got fed up with the crap and said fine he wanted to switch me to week 12 I said ok. They sent me paperwork to sign saying they were switching me to week 8! I refused to sign and refused to switch at that point. I signed nothing and sent nothing back.

Now a month later I get a call from Westgate saying my payment is past due how do I want to pay for it. I said my payment is NOT past due it was sent two weeks ago and the check was CASHED. OK turns out this guy put the paperwork through without my signature or the paperwork itself and now it says I owe for two units. My first unit week 11 and now a second unit week 8!! I called them now 4 times and every time the person on the other end said we'll remove the one the tried to switch you to. Yet they are still caling me telling me I owe them the money. One person said she would walk the paperwork down the hall to the head honcho. That's right the same head honcho as before whose son was in the accident. She said she will either call you back tonight if not definately tomorrow! fast forward 2 weeks. STill no call from miss head honcho but I did get another call from billing sayinng I owe them for that second unit and when I tried to explain they tried to switch me when I didn't want to be switched she said well you're still responsible to pay for the first one. I said I know and if you look at your records the first ones payments are up to date!! The payment you are asking for is the unit I never owned to begin with. She said ok I'l have that removed. Well I said yea I heard that before.

Well guess what came in the mail 3 days later. Yep a letter saying I have not paid my payment for that second non existing unit!! Now I called to book my week and was told we're sorry but none of teh unit at river ranch are ready. We can book you in another resort for week 11. I said why aren't they ready? The girl said I don't know. In all this time everytime I ask what the hold up is all I get is I don't know! SO I said FINE whats available for week 11. She puts me on hold again (I was on hold for 20 minutes just getting through) when she comes back she says there is NOTHING available for week 11. Now mind you my schedule has already been made out for my vacation for week 11!! I said what do you mean nothing is available? No where in any of westgates resorts all over the country is there a week 11 available. (I find that very hard to believe) I said this is why I insisted I have week 11 and why they set it up that way. She said no you have floating.

OK here is the argument I been having with them for 6 months now and the reason I insisted on that week. I did not want to have to fight for my week. She said its based upon availabilty. I said yep I know which is why I instisted on having that week and why it was stipulated when I bought this that way and now I'm told no and on top of it I can't even go to teh place I purchased at! She said only thing we have is for week 17!! I said fine and booked that just so I have something in there so I don't lose my week all together while I fight this out with them. She then says if you call back later to change it you will be charged $125. I said we'll see about that! I told the guy way back the first time he called saying we have to switch you to just give me my money back and he refused saying they have a RIGHT to switch me. Even though I have a deed. This is deeded property. How can you switch me? That's like you going to buy a house and they do all the paperwork you close on the house and when you go to move in they say uh no we're switching you to the house next door. Sorry nothing you can do about it.

Well we all know that ain't happening. But they refuse to refund my money and now say I owe them for two units. I have contacted a lawyer as of today. Now that's only my story. My parents have their own nightmare westgate story.

So my conclusion is if you are thinking about buying at westgate. Run, run as fast as you can in the other direction!! The better business bureau of Florida has westgate listed as unsatisfactory. They also remark do NOT sign a contract without showing it to a lawyer first AND (this is a biggie at westgate) get all oral agreements in WRITING!! So far everytime myself or my parents have had something change on them and went to complain saying this person told us we can do this their response was well that person is no longer with us!! I am filing a complaint with the BBB of Florida myself next.

Ronald

Hammond, Indiana
U.S.A.

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