Complaints

This profile includes complaints for Hilton Grand Vacations, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hilton Grand Vacations, Inc.

  6355 Metrowest Blvd STE 180 Orlando, FL 32835

  
• 

  Hilton Grand Vacations Company LLC

  1335 Avenue of the Americas New York, NY 10019-6012

  
• 

  Hilton Grand Vacations Company LLC

  101 West 57th Street New York, NY 10019

  
• 

  Hilton Grand Vacations Company, LLC

  1430 Ocean Dr Miami Beach, FL 33139-4108

  
• 

  Hilton Grand Vacations Company, LLC

  1420 Ocean Dr Miami, FL 33139-4108

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 8 2022 I purchased a vacation package from diamond resort I financed ******** with the option to pay off in ********************************************************* order to pay off this and other debt on 8/19 I overnighted the full amount of ******** on 8/25 I called to confirm that my check had been received I was told that they had not recieved my payment. I contacted the ************************* trust company who issued the check and advised them of situation and they stopped payment on 1st check diamond deposited the check on the 26 first title reissued on 8/29/22 a m2nd check was issued I received no late notices or any other commcation from them until 10/7/22 a representative call saying my check still had not been received I called first title again they stopped payment and reissued again 10/10 a check was reissued overnighted tracking # ************. On 11/7/22 I received an email to contacted them I called was told that they still had not recieved payment I gave them them the tracking number time they recieved it 9am on 10/11 they found the delivery and said the check was still in processing and had not been credited ***************************************************************************************** the amount of ****** with interest accurring everyday I'm paying monthly but like to get my money back and the account to finally be marked payed in full

  

  Business Response

  Date: 12/23/2022

  Dear *******************************,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from customer Service team spoke with you on December 15, 2022 and addressed your concerns. Should you have further questions please contact the **************** team. Thank you for taking the time to share your feedback.
  
  Respectfully,
  
  Member Support
  
  

• Initial Complaint

  Date:12/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are writing to inform you of our plans to cancel both of our contracts. We assumed Diamond was taking care of this behind closed doors but we keep receiving bills for our maintenance fee balance. We did not wake up one day and decide to stop paying for our timeshare. We entered into this contract in August 2016 and have invested over $65,000. We will outline our reasons for canceling below:
  
  Attended a high pressure sales meeting where "No" was not an option. We were given multiple "free gifts" as bribery to sign. Gifts were things like free gift cards.
  
  We were told that we would be able to use this timeshare all over the world any time we wanted. This is a lie.
  
  We were told this would be a great financial investment that we could leave to our children, and they would have vacations forever. We ABSOLUTELY DO NOT want to leave this money pit to our kids.
  
  We have had horrible experiences at Diamond resort locations as well. We have had housekeeping walk in unannounced twice on the same day during the same vacation, problems with the bathtub, and bugs in the room. This is unacceptable. We traded rooms during these vacations but were not offered any compensation for having to lose the views that we had. Diamonds staff did not seem interested in helping us out besides moving us to rooms that did not have the perfect view for us.
  
  We have noticed that we are not getting the services we have paid for with Diamond. Considering the amount of money we have invested we should be staying in penthouse suites, not just regular resort rooms.
  
  We are asking that this contract, plus our mortgage and maintenance account, be canceled. We want no negative backlash because of this decision. We would also like all monies we have paid to Diamond returned to us. Please complete these requests within the next two weeks or assist us with who we need to speak to immediately.
  
  Sincerely,
  
  ****** *** ******* ********

  

  Business Response

  Date: 01/26/2023

  Dear
  ****** *********
  
  We are
  sorry your experience with Hilton Grand Vacations has been less than
  satisfactory. A representative from our Resolution  Specialist Team
  reached out to you on January 13, 2023 to address your concerns. Should you
  have further questions, please reach out to our Resolution Team. Thank you for
  taking the time to share your feedback.
  
  Sincerely,
  
  Membership
  Support
  Hilton
  Grand Vacations

  Customer Answer

  Date: 01/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Lizz M**** contacted me during my working hours. I am a teacher, so it is difficult for me to answer. I want this resolved. I invested over $65,000 into a timeshare, and for what? We attended a high-pressure sales meeting where "No" was not an option, we were told we would be able to use the timeshare all over the world at ANYTIME we wanted, and Diamond made it sound like a great investment for our kids but instead it all turned out to be lies. WE HAD TO EXPECERINE BUGS IN OUR ROOM. This is absolutely unexpectable, and the Diamond is not doing anything about it!! 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 03/21/2023

  Dear ****** *********
  
  We are sorry your experience with Hilton Grand Vacations
  has been less than satisfactory. A representative of the Resolution Team mailed you documentation on March 8, 2023, to address
  your concerns. Should you have further questions, please contact the Resolution
  Team. Their contact
  information is provided on the documentation. Thank you for taking the time to
  share your feedback.
  
  Sincerely, 

• Initial Complaint

  Date:12/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a stay from December 8 - December 12, 2022 at this Hilton Vacation Club Lake Tahoe Resort. Our confirmation number is ********** and we are regular customers at this hotel. On December 10, for about 3 hours at night, the power went out of our hotel. The next morning on December 11, the power went out and did not come back until early morning on December 12, the day we had to check out. I called the resort this afternoon and politely asked if they could do anything for their customers in terms of a reimbursement or anything else they could provide for the services we missed out on due to the 1.5 day power outage. They mentioned that all hotels were out of power and that they could not help me, but I told them that there were only about 2-3 hotels without power and that the rest of the hotels had power - as many friends had told me with their stay there and personally visiting those hotels during the outage! I mentioned that and she rudely hung up on me. I am very distraught by the entire experience, especially in terms of customer service because I really expected better after being such loyal customers to this resort, and in general to Hilton Resorts and Diamond Resorts. We were very patient during the power outage and called today with calm tones, why was I treated like this? I would appreciate if I can speak to someone who can get me answers and provide reimbursement for the time and services missed for almost half of my vacation time as a large amount of money, time, and energy was spent getting here. Thank you.

  

  Business Response

  Date: 03/15/2023

  Dear
  Simrat *****,
  
  We
  are sorry your experience with Hilton Grand Vacations has been less than
  satisfactory. A representative from the Customer Service Team contacted you by
  phone on March 14, 2023,  to address your concerns. Should you have
  further questions, please contact the Customer Service Team. Thank you for
  taking the time to share your feedback.
  
  Respectfully,
  
  Member
  Support
  Hilton
  Grand Vacations
  

  Customer Answer

  Date: 03/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because there was no resolution offered to me. This has been the worst communication that I have ever faced, especially with an organization that I travel frequently with. I have been a loyal customer and received no resolution from my exchanges with Hilton. I was contacted by the resolution specialist, Norma *****, upon receipt of my BBB complaint (conversations are included in the attachments) and offered full refund of my stay due to the issues that I faced. She stated to me that she spoke with the resort and they approved of this refund. But, a few days later, I sent her documents that my bank recently sent me when I disputed the initial charge from the hotel (also included in attachments) and how it shows that the hotel disputed my refund request. She said that we would need to speak to the hotel directly about this issue, and after trying to contact multiple times to the individuals that she had mentioned (Hailee ******* and Julius *******), I did not get connected to them nor any call back from any of the voicemails left. When I told her that I was unable to connect to the resort, she said that there's not anything that her or her managers can do to at least help the facilitation of conversation with the resort, since I am unable to reach them. I asked her many times that if she was able to speak to the resort and confirm that the refund was accepted, that why she could not connect me in a similar manner, receive written proof of that, and provide it to my bank to get the refund process started. She declined to do so and said that there seems to be a miscommunication between account receivables department and the resort since the resort accepted the refund, but the account receivables department did not. How does that even work? If the resort was able to confirm the refund, the account receivables should knowingly follow through. I am unsure of what is going on in this whole process, it seems that the miscommunication of the different departments and simple unwillingness to communicate is causing these issues. I am not satisfied with my BBB complaint resolution. Please advise. 
  
  
  
  Sincerely,
  
  
  
  Simrat *****

  

  Business Response

  Date: 04/01/2023

  Dear Simrat
  *****,
  
  We are
  sorry your experience with Hilton Grand Vacations has been less than
  satisfactory. Our Resolution Team contacted you on March 31, 2023 to address
  your concerns. Should you have further questions, please contact the Resolution
  Team. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership
  Support
  Hilton
  Grand Vacations

• Initial Complaint

  Date:12/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are very disappointed with Hilton because they refuse to assist us with our request to cancel our timeshare ownership. Instead of helping us, they continue to deny our request and push our concerns and issues to the side. Since we purchased the timeshare in 2019, we have only used it once. This happened after we were promised that we could travel any time anywhere. Our unit or any other unit for that matter has not been available to us since we purchased this timeshare program except for one time. The one time we were able to use our unit, many of the other promised amenities were not open. We have been forced to carry over points and pay additional fees or potentially lose our points due to lack of availability. This entire program has been a huge financial black hole, and we are tired of losing more and more money while getting nothing in return.

  

  Business Response

  Date: 12/28/2022

  Dear ***********************************,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A letter has been sent to you by mail on December 27th, 2022 to address your concerns. We consider this matter closed.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  

• Initial Complaint

  Date:12/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was staying at the Hilton Chicago with my wife December 10-11, 2022. As we were leaving we were approached by a sales associate named Ricardo G***** for Hilton Grand Vacations. He started telling us about multiple vacation package deals saying if we paid $299 today as a down payment, we would have 15 months to BOOK our vacation at any one of the locations he shared with me. I asked him specifically MANY times if it was 15 months to book or to actually travel and he assured me that I just had to book within 15 months but could actually schedule the vacation as far out as I wanted to. I told him that if I need to actually travel within 15 months that I don't want it but again he assured me that I just needed to book within 15 months. When I called Hilton Grand Vacations today to ask about the booking process she told me that I would have to have my travel actually COMPLETED within 13 months (January 2023)....completely contrary to the 15 months to BOOK that I was told by Ricardo. I was straight up lied to by the sales associate and when I said I wanted a refund because I was not told the truth I was told that there are no refunds given. The picture attached shows the comments by the sales associate in the bottom right corner saying I have 15 months to book my travel. I would like the money refunded to my credit card promptly so I can put this behind me. Thank you.

  

  Business Response

  Date: 02/09/2023

  Dear **** ********,
  
  We are sorry your experience with Hilton Grand Vacations was less than
  satisfactory. Our Marketing Team cancelled and refunded your Marketing Package
  reservation. Please allow 7-10 business days for the funds to reflect in your
  account. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 02/16/2023

  
  
  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

  Date:12/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 12th I booked a night at a Hilton Hotel in Chicago over the phone. They also convinced me to sign-up for the Hilton Grand Vacations 3 night giveaway for $167.00. I recently found out that I have cancer and had to quit my job and move home with my parents. I called and tried to refund the payment for the vacation and they refused!!! When I bought this I still had a job, however the entire deal was made under the pretense that I had a paying job that could potentially pay for the timeshare options that they would be trying to sell me during the vacation. The entire deal needs to be refunded based on this and they were insensitive to the fact that I have cancer and have zero income to pay for the flights/vacation. I still receive nonstop phone calls from them trying to get me to book, however I keep telling them I can not pay for this and have zero income. The fact that I don't have an income and am very ill should mean that they refund the deal (since the requirement for the deal is that I have an income). I can't believe the insensitivity I received while trying to cancel/refund this vacation deal (which is actually just them trying to get you to buy a timeshare). I will be reporting this business to a number of different associations and will file a lawsuit if my money isn't refunded. It's hard enough dealing with my health issues, I shouldn't have to deal with insensitive corporations trying to make money off of me and having zero compassion for those dealing with health/financial difficulties. I will not stop until this problem is resolved. DO NOT DO BUSINESS WITH HILTON-they are only focused on making money, not on the livelihood of their guests/customers.

  

  Business Response

  Date: 01/31/2023

  Dear ****** ******,
  
  We are sorry your experience with Hilton Grand Vacations was less than
  satisfactory. Our marketing team cancelled and refunded your marketing package
  reservation. Please allow 7-10 business days for the funds to reflect in your
  account. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  Customer Answer

  Date: 02/04/2023

  
  
  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

  Date:12/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They offered a three night package at many hotels at many locations, after six calls and being put on hold for hours, they were unable to provide a stay at one of the locations, and would not allow me to change locations.They told me I could check back each week to see if something would open up. which I did for four weeks but nothing opened up. I asked for my money back and they said it was non refundable,I just want my money back !!!!

  

  Business Response

  Date: 12/26/2022

  Dear *****************************,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. Our Marketing team cancelled and refunded your marketing package. Please allow **** business days for the funds to reflect in your account. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  

  Customer Answer

  Date: 01/03/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Hilton Vacations did take care of this issue and said they would discuss this problem with the Sales and marketing team.

• Initial Complaint

  Date:12/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wanted to give Hilton the first right to buy because Hilton had the first right of refusal.
  He told me Hilton no longer bought back property , but I could sell it privately.
  My ability to sell anything would be next to nil without the Diamond Property. It would not be very valuable, they told me because of the Diamond merger.I would be stuck with a limited access property. The rep explained the merger with Diamond was scheduled to happen in the next 1-2 months and by upgrading I could secure access to Diamond resorts.
  
  Then I asked about the cost of the interest on the loan. It was 13.29% I asked if
  I could refinance it at a lower rate, I was told I could. I was not happy when I found out it was over 13%. What upset me the most was that I had to ask the rep about the financing. Again he told me not to worry because most Wyndham owners were refinancing through banks/credit unions. I could not! When I returned home and went to my banker, he smiled at me and said there was no bank that would finance points. I felt like a fool. I will be over 90 years old when I finish paying this off.
  
  I was offered an ******** ******* card with no fee or cost for interest rate for one year and the points earned through spending would add to more vacations every year. That sounded great until I received the first statement with the deposit of $1,944 for the transfer of my new property in Orlando. I was never aware that the new CC was being charged a down payment.I was shocked to receive a bill the following month and see a balance over $2000!
  
  The contract was set to 12 years. I was never told this was being done. My 2 earlier purchases had been set to 10 years. I was told I would be receiving a free trip to go anywhere in the world through Hilton. The rep never explained if it was bonus points through HGVC or to the credit card. I told them I wanted to go to Scotland.

  

  Business Response

  Date: 02/16/2023

  Dear ***** *********
  
  We are sorry your experience with
  Hilton Grand Vacations has been less than satisfactory. Our Portfolio
  Services team mailed you documentation on February 10th, 2023
  addressing your concerns. Should you have further questions, please contact
  Portfolio Services. Their contact information is provided in the documentation.
  Thank you for taking the time to share your feedback. We consider this matter
  closed.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations 

  Customer Answer

  Date: 02/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it does not address any of the isues in my complaint letter. 

  
  When I returned to Hilton on May 3rd 2022 I had full intention of selling my HGV
  Property and told the representative in no uncertain terms and I no longer wanted it.
  The Las Vegas location. I was told I had to attend an owners update meeting that would last only 1 hour. It ended up being a 3 hour sales presentation.
  
  
   I wanted to give Hilton the first right to buy because Hilton had the first right of refusal.
  He told me  Hilton no longer bought back property , but I could sell it privately.
  My ability to sell anything would be next to nil without the Diamond Property. It would not be very valuable, they told me because of the Diamond merger.I would be stuck with a limited access property. The rep explained the merger with Diamond was scheduled to happen in the next 1-2 months and by upgrading I could secure access to Diamond resorts.
  
  
  He showed me beautiful pictures of all the places and said they would be available
  In two or three months.  I was offered extra points at a discounted value and a trip to
  Anywhere in the world I wanted to go.  When I asked for details on the trip the subject
  Changed. The rep warned that owners who did not upgrade would be stuck with a worthless product and have limited access to properties. I was focused on saving my investment and felt obligated into upgrading based on these false representations. I was also told my maintenance fees would not be increasing. I specifically requested they not increase.
  
  
   Then I asked about the cost of the interest on the loan.  It was 13.29%   I asked if
  I could refinance it at a lower rate, I was told I could. I was not happy when I found out it was over 13%. What upset me the most was that I had to ask the rep about the financing. Again he told me not to worry because most Wyndham owners were refinancing through banks/credit unions. I could not! When I returned home and went to my banker, he smiled at me and said there was no bank that would finance points. I felt like a fool. I will be over 90 years old when I finish paying this off.
  
  
  I was offered an ******** ******* card with no fee or cost for interest rate for one year and the points earned through spending would add to more vacations every year. That sounded great until I received the first statement with the deposit of $1,944 for the transfer of my new property in Orlando. I was never aware that the new CC was being charged a down payment.I was shocked to receive a bill the following month and see a balance over $2000!
  
  
  The contract was set to 12 years. I was never told this was being done. My 2 earlier purchases had been set to 10 years. I was told I would be receiving a free trip to go anywhere in the world through Hilton. The rep never explained if it was bonus points through HGVC or to the credit card. I told them I wanted to go to Scotland. The rep told me I would be able to exercise that promotion this year and go! After the purchase I tried calling the rep about the free trip and did not get a call back. No extra points have come in or anything.
  
  
  
  
  There was no discussion of a rescission period to cancel. I was told the sooner I purchased the cheaper it would be! The merger with Diamond was happening in the next 1-2 months after that the price of points would increase drastically. None of this turned out to be true!
  
   I was handed the contract and after a 3 hour meeting did not have time to read it. No one went over but. I was only told to sign here and here. I got no copy of a signed contract. I respectfully request that my last contract of 5/2/2022 be canceled.
  
  
  
  
                                             Sincerely, ***** ********
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 02/23/2023

  Dear ***** ********,
  
  We
  are sorry you are not satisfied with our response. We believe the HGV program
  was accurately represented by the sales team and in the written materials
  provided to you. Consequently, the request for cancellation is respectfully
  denied. As a part of your ownership, we offer to assist you with the help of
  seasoned Club Counselors who will guide you with optimization of your
  membership. You may contact a Club Counselor at 800-932-4482. The club member
  website *************************************   has a wealth of learning tools available as well. Thank you for taking the time
  to share your feedback.
  
  Respectfully,
  
  Membership
  Support
  Hilton
  Grand Vacations

• Initial Complaint

  Date:12/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Diamond Resorts International - Financial Services department on 10/25/2022, and I inquired about my loan with them. I requested a pay-off quote for my loan, which they provided me. On 11/15/2022, I called the department again, and I requested to pay-off my loan. The representative confirmed that my payoff amount was $19,472.20, and she processed the payment via telephone. She provided me with the transaction ID# 539414259 and an authorization code of **************** I reviewed my account a week later, and I noticed there was a balance of $78.06; I contacted the department again on 12/02/2022, and inquired about the balance. The representative indicated the balance was an error on their end, and she would submit a request to have it corrected. She did advise that it would take a couple of days. I reviewed my account on 12/07/2022, and the adjustment still hasn't been made. I called the department again (3rd TIME) today 12/09/22, and I inquired about it. The representative informed me that the division that handles account disputes is "backed up" and she could not provide me with an ETA. I am trying to apply for Diamond Resorts Transitions Program, to cancel my timeshare, and this error is preventing my application from being accepted. Now, we are approaching the holiday season, and my timeline to submit my transitions application is running short; I need to submit this before the end of the month. Otherwise, I will no longer be eligible. I would like them to expediate my request, so I can resubmit my application, or I would like them to inform their Transitions department that they can move forward with my application because the error is on their end.

  

  Business Response

  Date: 02/22/2023

  Dear ******* *******,
  
  We are sorry your experience with Hilton Grand Vacations has been less than
  satisfactory. One of our Resolution Specialist spoke with you on February 21st,
  2023 and addressed your concerns. Thank you for taking the time to share your
  feedback. We consider this matter closed.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  

• Initial Complaint

  Date:12/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are deeply unsatisfied with our HGV timeshare purchase. We originally purchased this timeshare on March 31, 2007, and we have upgraded twice: March 13, 2017, and December 7, 2019. We were staying at the Hilton Grand ******** Hotel and were invited to take a tour. We were thinking that it would be nice to be able to vacation in ****** for a week at a condo instead of staying at a hotel. It was not made clear how much the maintenance fees would be. We upgraded to *************************************** after 10 years of ownership at the ******** property. The reason for our meeting, when we upgraded was to see if we could sell our timeshare. Our complaint was that we have not been able to book any stays in ********, where our son was living. ***************************, the Hilton agent, said that by owning in ******, our chances of getting a reservation at the HGVC in *** are impossible because *** timeshare owners have first dibs, and "outside" owners do not have a chance to stay at the *** property. So he said if we upgraded to ***********, **, we would be able to get a reservation more easily. He also said that the exchange for Hilton Honors points is better when you own in **. When we upgraded to **, we discovered that we were simply assigned a "Homeweek" and were not told when it was. We had no choice in the matter. We were stuck with the week of New Year's Eve/Day! It is a time period we never would have chosen this if we knew at the time. This timeshare is a financial burden for us. We also DO NOT want to leave this burden on our children. Paying for vacations that we can never seem to use is frustrating, and we wouldn't wish that on our children. We have been trying to get out of out timeshare for a year now and we have gotten nowhere, because Hilton continues to ignore our concerns. When we upgraded, we were told by the person, that we could cancel our timeshare if we upgraded. What a complete LIE! We are FED UP!

  

  Business Response

  Date: 12/27/2022

  Dear *************************,
  
  Our office is in receipt of your BBB complaint that we received regarding your Hilton Grand Vacations ownership. We appreciate the time you took to reach out to us and have reviewed your concerns in this inquiry.
  
  As you have entered a legal and binding contract in perpetuity for the purpose of vacation enjoyment, we are unable to cancel your contract. The rescission period extended after the purchase allows the purchaser time to review the documents and cancel should you find the program unsuitable to your travel needs. In your case, the rescission period lasted 5 days from your purchase date.
  
  We are truly sorry to hear about your continued dissatisfaction. While our sales team would like for you to purchase, this is never required. We believe the HGV program was accurately represented by the sales team and in the written material that provided to you at the time of the sale.
  
  Regarding additional fees, the Statement of Understanding in your contract, outlines the potential increase of fees in which (Mr/Mrs) initialed they reviewed. This states, "Your assessments (sometimes referred to as maintenance fees) include real estate taxes and are due at the beginning of each calendar year...The Assessment amounts are subject to change in future years in accordance with the governing documents of the Project."
  
  An email was sent to you from our team on December 27th to provide you with further assistance. As a part of your ownership, we offer to assist you with the help of seasoned Club Counselors who will guide you with optimization of your membership. You may contact a Club Counselor at ************ (U.S and ******) or ************ (International). The club member website, club.hiltongrandvacations.com, has a wealth of learning tools available as well.
  
  While we are not able to accommodate your request for cancellation, we remain readily available to assist you with optimizing your ownership.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  

  Customer Answer

  Date: 01/05/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We do not accept Hilton's response, and we are solely disappointed. Hilton states we signed a legal and binding contract. Yes, our names are signed, but what they don't understand is that the salesteam gave us no time to review what we were signing and used high-pressure sales tactics to convince us to sign. The contract should read, "You have been coerced into a legal and binding agreement....". The words are entirely different, and while Hilton may feel one way, we feel coerced. The contract is a lengthy multi-paged set of documents that most regular people would not have the time or energy to read through and try to comprehend without professional assistance. The sales team's job is, is to go through and explain the contract to us properly, considering the significant amount of money we're preparing to spend on it, and they need to ensure the information they're sharing with us matches what's written in the contract. They did not do this. Instead, they flew through each item in the contract and pressured us to go ahead and sign it. There is so much wrong with that picture. We ask Hilton to reconsider their decision and release us from ownership. We also expect reimbursement for all the money we have paid.

  

  Business Response

  Date: 01/31/2023

  We are sorry that you are not satisfied with our previous response. We stand by our decision that we will not grant ************ of your contract outside of the rescission period. We consider this matter closed.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations