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

  102 West 57th Street New York, NY 10019-3302

  
• 

  Hilton Grand Vacations Company, LLC

  1430 Ocean Dr Miami Beach, FL 33139-4108

  
• 

  Hilton Grand Vacations Company, LLC

  329 NE Tradewind Ln Stuart, FL 34996-1710

  
• 

  Casa YBel Resort

  2255 W Gulf Dr Sanibel, FL 33957-6104

  

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:10/18/2022

  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.

  Date of transaction 8/24/2022
  Amount paid $15k
  Vacation Membership
  Misrepresentation on what we were getting in our presentation vs how the program actually works. Told us the place of our home week didn't matter but it does come to find out. Sold us vacations that there is not enough points to take, mislead us, stated that our AMEX points rolled into HGV and they don't, lied about cruising packages, showed us places that we are not able to use. Point conversions are not what they said. Said this was not a timeshare. Called the company several times with no resolve or even an attempt. This is a poor way to run a business and begin a partnership.
  *********
  

  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 9, 2022/11/03) */
  Dear ***** ****** ,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative of our Resolutions Team spoke with you on October 24th 2022 and resolved this matter to your satisfaction. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Member Support
  Hilton Grand Vacations
  
  
  Consumer Response /* (3000, 11, 2022/11/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did speak to someone about the issues, but there was NO resolve. I was told by Mitch he was going to follow up with his boss and I would hear back within a few days, and still have NOT heard back. So there has been NO resolution or anything corrected.
  
  - Didn't get extra 3600 eoy points promised for signing that day.
  
  - We're told that we were getting a 2 bedroom package to keep maintenance fees down and we got a 3 bedroom instead.
  
  - My brother in law never got his points for us signing.
  
  Or full refund
  
  Thank you,
  
  ***** ************
  
  
  Business Response /* (4000, 13, 2022/11/18) */
  Dear ***** ******,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. Our Myrtle Beach Sales Team has attempted contact you by phone and were unable to reach you. They will attempt to contact you again on November 19, 2022 and send a follow-up email. At your convenience please let them know when you are available to speak with them further. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  
  Hilton Grand Vacations
  Membership Support
  
  
  Consumer Response /* (4200, 15, 2022/11/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello,
  I have received no phone calls, my number is ************. I did receive an email on Saturday November 19, 2022 from Mitchell M****** to which I responded to him earlier today 11/21/2022. I am home tomorrow afternoon and all day Wed. I can be reached easily.
  Issues still not resolved.
  Thank you,
  ***** ******
  
  
  Business Response /* (4000, 18, 2022/12/02) */
  Dear ***** ******,
  
  Thank you for providing us with your additional contact phone number. Our Sales management will contact you soon.
  
  Respectfully,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:10/17/2022

  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.

  Folio: ********* Confirmation number **********. I paid 168.94 for a 4 day 3 night stay and was told that I was booked at the ***** Hotel in las vegas. I never got an email saying this. I called back and they told me I wasn't booked there and I had no reservation. I then was booked at the hilton grand vacations for october 12-16. I was then told I had to pay another 128.00 at the hotel and that i had to attend a 1.5 hour sales session or i then would be charged several hundred dollars more. The sales session took over 2 hours and I was strong armed and basically kept from leaving. Every time i tried to leave they would say they weren't done. they even tried to run my credit and have me buy a 140K time share which i did not want and told them i did not want. They still kept on and on not letting me leave. They ruined my whole stay in las vegas. Their whole system is a deceptive operation aimed at keeping you hostage and trying to bully you into buying a time share you can't afford with 2500 HOA payments in addition to 140k in timeshare fees. This whole marketing email to booking is a fraud and preys on hard working people. I tried to add another day because i was going to arrive on october 12 and leave on october 16 and then was told they couldn't do it even though they told me i could. i then had to buy another day for over 239.00. They said sorry we can give you a free day on october 17. i said i already bought my tickets for airfare. So i got screwed over and not only did i have to have a deceptive extra long sales pitch, i also got tricked into going her and spending over 563.00 with fees and taxes. Nothing they said was true. I am asking for a full refund of 563.00 for this whole fraud of a scheme.
  

  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 19, 2022/11/08) */
  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

• Initial Complaint

  Date:10/17/2022

  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 21, 2021 I attended a sales presentation for Hilton Grand Vacations and declined to purchase a timeshare, however I was then offered to purchase a 7 night VIP package for a ****** vacation. I specifically asked at the time how difficult booking the package is because I had already encountered trouble booking my previous 3 night stay and it was insisted to be that booking ****** was "so easy" and that all nights are open to VIP members because this is "all they do". However, since purchasing my package I have tried on 10 different occasions to book at various times of the year and always 1) encounter a very long hold time (sometimes over an hour!), 2) am always told that there is no availability for my dates. One time I was even told that there is a room, but no "spots" for the presentation I am required to attend. Before I purchased this package I let the sales person know that I am a teacher and do not have a lot of flexibility in my travel dates, and was told repeatedly that it would not be a problem. I tried to book a week in March and was denied, tried again for ANY week over summer and was told that the summer was completely booked, tried again in September - booked, and again for the week of Thanksgiving or the week before Christmas and was only offered a 4 night stay. I am also told that my package would be expiring in December. The phone hours are limited & managers send form responses. At this point I have wasted so many hours of my life trying to plan dates that work, waiting on hold, and trying to reschedule. I am currently "booked" for the 4 days from November *****th, but flights those days are outrageous, and I have no idea where I am going to fit the other 3 nights in. I feel like this program is a scam where Hilton hopes package holders will get so fed up that they just give up and Hilton keeps the money. And I say this as a very loyal Hilton diamond member. I would like a complete refund for my package.

  

  Business Response

  Date: 11/28/2022

  Dear ***********************,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. Our VIP team is currently reviewing your case. Someone will follow up with you within 3-5 business days. We appreciate your patience.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

  

  Business Response

  Date: 11/29/2022

  Dear ***********************,
  
  Your VIP reservation is booked and confirmation letter has been sent via email. Please let us know if you need further assistance.
  
  Respectfully,
  
  Membership Support Group
  

  Customer Answer

  Date: 12/03/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will not know if I am satisfied with their reponse until they actually reach out to me. Since my initial complaint, I called an additional time to try and book a trip that would work for my family and I was told that all hotels were booked for the remainder of my package except for New York City. I bought this package to take my 3 children on a trip to ****** to stay in a 2 bedroom suite, but was told ******** only sleeps 2 people in a studio. Additionally, flights have $800/person for the days available. I feel like I was completely scammed into purchasing this package which expires in less than a month and seemingly has almost no availability.

  Customer Answer

  Date: 12/09/2022

  It has 9 business days since Hilton Grand Vacations claimed that they would have someone reach out to me in 3-5 business days and I have still not heard from anyone with the *** team or Hilton Grand Vacations. My package is set to expire on December 18th, and I this point it feels like they are trying to run out the clock instead of addressing my complaint about their deceptive and misleading packages.

  

  Business Response

  Date: 12/21/2022

  Dear ***********************,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative of the *** team has emailed you and addressed your concerns. Should you have further questions please contact the *** team. Their contact information is provided on the email sent. Thank you for sharing your feedback.
  
  Respectfully,
  
  Membership Support
  Hilton Grand Vacations
  

• Initial Complaint

  Date:10/13/2022

  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 called Hilton call center approx6 months ago and they convinced us to purchase a 3 night stay at their hotel for $150 +tax if we listened to a solicitation pitch. The lady on the phone said that we would pay $150 and be able to pick the Hilton property we'd be able to stay at for no additional cost. She said she would lock us in at Orlando but if we called in we could switch the hotel to Chicago. We never wanted to stay in Orlando and made that very clear on the phone before we agreed to pay $150. When it came time to book our future stay, we called back into the call center and they are refusing to do what they said they would do. They will not allow us to switch to the Chicago hotel without paying an additional $133 (even though we were GUARANTEED there would not be an up charge to switch to the Chicago hotel.) they bait and switched us to the max. We agreed to the time share solicitation as long as we could stay in Chicago. Since Hilton is not holding up their end of the deal we are looking for a refund since we are not receiving what we were promised
  

  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/02) */
  Dear ************,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Marketing Team has attempted to contact you by phone and left a voicemail on November 2nd, 2022 to discuss this matter further. Please give them a call back at your earliest convenience. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:10/13/2022

  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.

  As a healthcare provider I had to quarantine for over a year and a half. I stayed at The Hilton hotels/ Homewood suites. One day while making my reservation they asked to transfer me to a representative to receive a free vacation so I accepted and had a year to take advantage of it. They said we would have to listen to a brief presentation with no obligation. Over a few months I almost lost my 2 sisters and one of my brothers, my husbands mom was also in the hospital so we were down and decided to get away and took advantage of the offer. The presentation was very long but also one of the speakers talked about taking advantage of the time share with his entire family then losing his family member, he was very emotional and so was I. They then took us into another room and offered the timeshare my husband immediately said no but the representative saw that I had been crying and asked why so I shared that I almost lost my siblings so he started pressuring us with the quality of time we could share with our family, I lost my parents very young and being close to my siblings is what has helped us through life and losing one will be devastating! I began crying very hard sobbing so the rep. ******* himself and Brought someone else in then they started pressuring my husband telling him to look at what he was depriving me of and he should co-sign so my family could have quality time and vacation so he agreed.. I asked and was told we could cancel at any time. They also lied and said we could book for ourselves without any fees and add additional rooms for only $50 most places and $100 *** other resorts or affiliates! I tried several times to book trips and wasn't able to do so and the additional rooms were $500 a night. I almost died 2 months later so I called and asked to cancel because I'd have to be off work and wouldn't be able to make the payments, was told it couldn't be cancel because it was a binding contract! We were lied to and scammed it's more than we weretold!

  

  Business Response

  Date: 12/10/2022

  Dear *****************,
  
  We apologize your experience with Hilton Grand Vacations has been less than satisfactory. Our ********* Services team e-mailed you documentation on December 6, 2022 to address your concerns. Should you have further questions, please contact ********* Services. Their contact information is provided on the documentation. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  
  

• Initial Complaint

  Date:10/12/2022

  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 have been trying to relinquish my timeshare ownership with Diamond Resorts since October 2018 to no avail. I have requested a Deed in Lieu of Foreclosure or any document that would officially terminate my timeshare ownership multiple times. I have written numerous letters to Diamond Resorts advising them that I no longer want the timeshare ownership and requested to voluntary surrender the ownership back to them with the clear understanding that no refunds will be given and that all monies paid thus far will be retained by Diamond Resorts as liquidated damages. EvidentIy, Diamond Resorts doesn't want the property back either. I am requesting the assistance of the BBB to resolve this matter. I am nearing 70 years old and want to put this issue to rest and stop their monthly harassment to collect on a debt that holds absolutely no value. Their continued harassment causes me a significant amount of undue stress.

  

  Business Response

  Date: 12/20/2022

  Dear *************************,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative of the **************** team has mailed a certified letter on December 16, 2022 to address your concerns. Should you have further questions, please contact **************** team. Their contact information is provided on the letter. Thank you for taking the time to share your feedback.
  
  Respectfully,
  
  Membership Support
  Hilton Grand Vacations
  
  

• Initial Complaint

  Date:10/11/2022

  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.

  To Whom it may concern,
  It was approximately 1990 when when my husband and I bought a timeshare in Lake Tahoe with my brother-in-law and sister-in-law. Each couple would use the week we had every other year. Then in 2015, my new husband and I wanted to use the timeshare every other year, so we went to a timeshare presentation to inquire about adding points to the account we already had. The representatives specifically told us we could do that. The pressure was unbearable and 4-5 different salespeople were coming in and out the whole time. It was very confusing to say the least. We were told we would be out of there within 45 minutes to an hour. However, we were there for 3-4 hours.
  We were promised that we would be able to use the timeshare anytime and anywhere. This was misleading. Only if one was available. We were told that we would be able to add the points to our timeshare that we already own. That was a lie. We found out that we purchased an entirely different account with a separate maintenance fee, which the salespeople NEVER informed us about during the presentation. We were told that we would always own this timeshare, but they left out the part about once we are gone, this automatically gets put on our children. They do not want this burden!
  Our timeshares were purchased base on lies and false promises. We NEVER intended to purchase an entirely separate timeshare. The salespeople conned us and this should be illegal!
  In 2013, my husband was in a very bad accident and shattered his pelvis. He was in the hospital for a month. Because of this accident, he cannot walk or sit for long periods of time. Myself, I have had breast cancer twice, 2009 and 2011. Because of the chemo and radiation both times, I have very bad knees, feet, and back. We cannot travel much. This will not get better. Only worse over the years. We are worried sick! I plan on retiring at the end of 2022, mainly because of my health. We cannot afford to keep these timeshares and pay the
  

  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 9, 2022/10/31) */
  Dear********* ******* ,
  
  We are sorry your experience with Diamond Resorts was less than satisfactory. A representative from our Resolution Team reached out to you via email on October 21st and reviewed your concerns. As the program has been accurately represented, we stand by our decision that we will not grant cancellation outside of the rescission period. Should you have further questions, please reach out to our Resolution Team. Their contact information is provided in the email. Thank you for taking the time to share your feedback. We consider this matter closed.
  
  
  Diamond Resorts
  Membership Support
  
  
  Consumer Response /* (3000, 11, 2022/11/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept this response because I have reached out to Diamond so many time asking for a way out of this timeshare burden and they absolutely refuse to be of any help to me. Diamond as a company obviously has the worst customer service I have seen and it is very disappointing.
  
  
  Business Response /* (4000, 13, 2022/11/12) */
  Dear********* *******,
  
  We are sorry your experience with Diamond Resorts was less than satisfactory. The program has been accurately represented, we stand by our decision that we will not grant cancellation outside of the rescission period. Should you have further questions, please reach out to our Resolution Team. Their contact information is provided in the email. We consider this matter closed.
  
  
  Diamond Resorts
  Membership Support

• Initial Complaint

  Date:10/11/2022

  Type:Customer Service 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.

  My name is ****** ********** and I am writing this as a formal complaint against ******* Resorts International. I started my membership with DRI in February 2020, with a low amount of points under the direction that I could "collect" the points and in several years I would have a worthy amount for a good trip. Then, I was contacted to attend a new member orientation, however, I had to pay out of pocket for this trip and could not use my purchased points. In September 2020, I finally went and that's when the pressure of increasing my points started. After much pressure and coercion, I upgraded my membership from a platinum to a silver status. Things quickly changed when I finally booked a trip in March 2021. During my stay, I was told I needed an "account review" and I was informed that my account was flagged. While there, I spoke with Mr. Royal ******* and Mr. Loy **** and they explained to me that not only was the timeshare purchased in December 2020 completely unnecessary but all of the equity purchased in September 2020 was negated. I felt pressured to upgrade to the Centum level but I signed up for it with the understanding that with the equity I already purchased ($500k), I could pay off the other two loans from 9/2020 and 12/2020. I requested this payoff action but I have received zero assistance regarding the matter. I have even escalated it to the DRI corporate QA team. I indicated numerous times that I could not afford to make payments on three different loans, yet I have been stuck in this situation for a year now.At this point, I want nothing to do with ******* Resorts. I have been deceived and taken advantage of to say the least. I am not able to afford the payments they tricked me into and not only do I have three active loans at the moment but I also have significant high credit card debt due to the costly maintenance fees, yearly assessments and down payments. In conclusion, I request ******* Resorts International to terminate these memberships.

  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 9, 2022/10/28) */
  Dear *****************,
  
  We are sorry your experience with ******* Resorts was less than satisfactory. A representative from our Resolution Team tried reaching out to you via phone on October 20th,24th,25th and 26th to address your concerns. A follow up email was also sent on October 20th , 24th , 25th. At your earliest convenience, please reach out to our Resolution Team to address this matter or respond to the previous emails sent. Their contact information is provided in the email. Thank you for taking the time out to share your feedback.
  
  ******* Resorts
  Membership Support

• Initial Complaint

  Date:10/09/2022

  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 am writing to file a complaint about my recent Waikoloa vacation purchase on 9/10/2022 and the confirmation number is **********. This is my first time with Hilton grand vacations and I have a very BAD experience about this purchase. The agent, Tinesha *********, was totally unclear to me during the process and I was so confused. Based on her tone of voice, she was annoyed, impatient, and not professional. Her information was confusing and not accurate. I wanted to cancel this purchase; however, it's non-refundable which I didn't know about. I called in again to find a solution and an agent ********** gave me an email address of the complaint department which does not exist. Tinesha told me that I would get 15,000 HHonors points which I only received 5000 instead. Everything is like a mystery to me. No one can answer my questions directly. I called again and an agent said that they will review my case and get back to me in 5 days. However it's been two weeks no one contacts me at all. I paid $349 and the remaining balance is $475.54. I hope you can provide me with assistance to cancel it and get a full refund of $349.00. Thank you!
  

  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 9, 2022/10/28) */
  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 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
  
  
  Consumer Response /* (2000, 12, 2022/11/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They refunded me. Thank you BBB. Very much appreciated!

• Initial Complaint

  Date:10/09/2022

  Type:Service or Repair 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.

  Last Friday, October 7, I raised with you the complaint No. ******** against Diamond Resorts International, I think I was wrong, I should have filed it against Hilton Grand Vacation since the VIP Purchase Agreement that I sent you is theirs: Contract No.*********** , Lead No. *********, Date: 05/30/22, so please direct my complaint against Hilton Grand Vacation, now I understand why you forwarded my complaint to: BBB of Central Florida, Inc.
  

  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 10, 2022/10/26) */
  Dear ********** ******* ******** ,
  
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. Our Vip Marketing Team cancelled and refunded your vip package. Please allow 6-8 weeks for the funds to reflect in your account. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  
  
  Consumer Response /* (2000, 12, 2022/10/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The response was prompt and friendly, although the problem will not be resolved until the $1,695 USD I paid for the contract is deposited into my account.
  The term of 8 weeks that they stipulate to pay seems excessive to me.
  I would like this complaint to remain in force until I receive the payment, once made I would notify you immediately.