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

  1250 22nd St NW Washington, DC 20037-1202

  
• 

  Fairway Forest Resort

  3077 US Highway 64 E Ste A Sapphire, NC 28774-8635

  
• 

  Hilton Grand Vacations Company, LLC

  1430 Ocean Dr Miami Beach, 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:09/10/2022

  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.

  On June 10th 2022 my husband and I purchased a timeshare from Hilton Grand Vacations for $32,000. Since my husband is a police officer the sales man gave us 2,000 extra points and told us how great the program is. He showed us how low the points needed for the rooms were and since we were starting with 20,000 points and buying 8,000 a year he told us we would be going on several trips a year. Well I have tried several time to book with no success as the dates and places we would like to go are not available. The sales man also said to contact him so he could walk us through but after several VM's and countless text we have not heard from him. We have also called and left messages for the Client Relations Manager but have not heard back. I feel like we were sold this under false pretenses as we were informed that there would be several options available in many different locations, our sales man would be available to answer questions after the purchase, how supportive customer service would be and how great the program was. We were so looking forward to all the places we would be able to take our family but the options are limited and bookings slim (we were looking several months out not for something next week). We have done everything we could, we have called and text the people that sold us the timeshare and we have explored the website to book trips on our own. Due to lack of rooms and locations we have not been able to use our timeshare. This is not buyers remorse as we have looked at various locations and different times of the year. The business is non responsive as they have made the sale but have not given me anything for my money. A brand as strong as Hilton should be able to provide their customers with what they purchased. Hilton has not tried to resolve the issue as no one will call us back. Please help as we have no other options. We have tried to do everything we could to make this a positive experience but it has been nothing but negative.
  

  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 10, 2022/10/20) */
  Dear ************* ,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. Our Sales Management Team spoke with you on October 17th and October 18th and resolved this matter to your satisfaction. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  
  
  Consumer Response /* (2000, 12, 2022/10/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Since we texted our sales rep two days after the purchase to cancel our contract we were refunded all of our money.

• Initial Complaint

  Date:09/09/2022

  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.

  Becoming a Diamond Resorts timeshare owner has been an absolute waste of money and time. We acquired the timeshare from a resident in our community in 2018 and only used the services once, in 2019. We had no idea that this would be such a hassle to utilize or get rid of.
  
  
  
  We started paying the yearly maintenance fees in 2022 and automatically saw an increase the following year. There was no manual to inform us of how Diamond's timeshare ownership worked, so we have been left in the dark during the majority of our membership. As we learned more about how Diamond operates, we saw this was not a good fit for us. We reached out to Diamond numerous times to request the termination of our contract, but they were unresponsive or uncooperative. They were prompt with sending reminders for payment, but they've shown little regard when it comes to the actual well-being of their owners.
  
  
  
  We informed Diamond that my wife, *****, and I have been diagnosed with serious medical conditions. I, ******** am dealing with Non-Hodgkin's Lymphoma and ***** was diagnosed with Parkinson's. We were high risk due to the pandemic, but pandemic aside, our conditions limit travel for us greatly. Plus, we are retired now and the increased cost of living is consuming our fixed income. We can't even utilize Diamond's services if we wanted to! But again, they disregarded this information and continually sent us billing statements and have even gone as far as threatening to place a lien against us.
  
  
  
  Being partnered with Diamond is not an option for us. They have the means to grant our request for termination and we will pursue this matter to the fullest extent.
  

  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 14, 2022/09/28) */
  Dear **************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. A Representative from our Resolution Specialists Team attempted to contact you by phone and email on September 22, 23 and 26, 2022 to address your concerns. A Certified Letter has been mailed on 9/26/22. Should you have further questions, please contact the Resolution Specialists Team. Their contact information is provided on their email and letter. Thank you for taking the time to share your feedback.
  
  Respectfully,
  
  Membership Support
  Diamond Resorts
  
  
  Consumer Response /* (3000, 16, 2022/10/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not want to continue the relationship with Diamond Resorts as we are unable to travel due to health reasons and can not have any benefit of membership. I acquired the time share from a friend who had ownership. I have traveled once to the time share, initially scheduling 2 weeks to stay. Artiving and staying approximately 5 nights, we were unable to continue our stay and paid to have our flight to return home early. Since then, we have not traveled and can not have a flight that is approximately 7 hours long. I have attempted without success to work with the resort and to date have not been able to have anyone connected with the resort understand the issue and to allow us to no longe4 have any affiliation with them. Yes I did receive the phone calls and the certified letter but it only offered us the ability to contact them and work with them to continue our time share with their resort but with adjustments tonth3 financial issues. That is not the concern. I just want to terminate thevagreemenntbwithbthem. PERIOD. They requested documentation from our physicians and I am not willing to share my medical history. I would ask that the resort reconsider their decision and allow us to terminate the agreement.
  
  
  Business Response /* (4000, 18, 2022/10/17) */
  Dear **************,
  
  We are sorry you are not satisfied with our previous response. A representative from our Resolution Specialist team mailed you documentation on October 13, 2022 to address your concerns further. Should you have any further questions, please contact Hospitality Management at 702-473-7645. The contact information is also provided in the document. Thank you for taking the time to share your feedback. We consider this matter closed.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts

• Initial Complaint

  Date:09/09/2022

  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 regret becoming timeshare owners July '14 and for the upgrade we made with you in Aug '19. We were supposed to hear about owner updates, but we were sold an unsavory upgrade instead. Our Diamond rep Michael E***** said we would be able to pay down our maint. fee cost by using your Travel Services program. We had to buy more points to do so, but it did not work how he said it would. We ended up paying out of pocket for everything! Our maint. cost only increases. We would not have purchased more points if we knew we would just be paying down our own maint. fee! We feel we were cheated and misled into the upgrade and we wish we would have not become owners to begin with. We called Diamond Nov '19 after upgrading discussing our dissatisfaction and wanting to get out. The rep on the phone told us we were wrong and that we were not misled. Who are they to call us liars after all we have paid to Diamond and asking for help?
  
  I spoke with Dwight in Financial Services who told me that I was in cancellation mode but could not give me a timeframe when it would happen. We simply do not see how this could not be answered. I brought up the letter of Notice of Default received in May of 2020 that states we could allow the loan to AUTOMATICALLY TERMINATE. There's no reason for a company to keep someone who is so unhappy with the services in a purgatory state. The man I spoke with kept trying to steer me off the letter and asked if I wanted to bring my account current and then they would have some options for us. Why would we want to give them another dime after all that we have been through with Diamond Resorts and its misleading representatives? Plus he has already stated that we are in cancellation mode. MOVE FORWARD with the letter as promised. We are not giving up on this until it is completely resolved and this company has done exactly what it was going to do. People need to be warned. We have tried not to complain publicly but Diamond has had enough time to resolve this.
  

  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 9, 2022/10/17) */
  Dear ****** and****************** ,
  
  
  We are sorry your experience with Diamond Resorts was less than satisfactory. A representative of our Customer Service Team has attempted to contact you via phone on October 8th,11th , 12th, 14th, and email on October 8th , 14th to address your concerns. A follow up email was also sent. Please contact the Customer Service team at your earliest convenience. Their contact information was provided in the email sent. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  
  
  Consumer Response /* (3000, 11, 2022/10/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They (Diamond resorts -- now Hilton) did try to contact us and we did get back to them today (Oct 21). I spoke to a Ms. Keisha W**** -- she will be responding back to you also from Diamond. She focused on our contract and how Diamond feels and I spoke to her about how we were lied to and mislead by given us false information at the time of the sale. I explained to her once we realized we were lied to we have been in contact with them for 3 years about discontinuing our contract with them. We were already owners of POINtS with them but we went out of our current contract and want them to take the POINTS we already own. We simply want out completely from their program -- we are not looking for a refund in any way.
  Ms. W**** said she will contact the appropriate person and attempt to present our request; I am to contact her next week to see if a response has been given.
  I also mentioned that over the last couple years we have sent many emails to move this process along and we have been IGNORED -- we do not and have not received any communcation back from our past emails. Filing a complaint to you has gotten them to contact us an speak to us. Our expectation is to out of their Time Share because of the misinformation and lies we were told from this purchase. I reminded Ms. W**** all we want is to discontinue our relationship with Diamond (now Hilton) because we were minipulated and lied to about this last purchase.
  At this time, I will keep you informed of the reponse I get from Ms. W**** in a week or so.
  Would you like the original letter we sent them 3 years ago? Wouild you like the emails we sent them later?
  
  Thank you
  
  ****** and*****************
  
  
  Business Response /* (4000, 14, 2022/11/10) */
  Dear ****** and******************,
  We are sorry your experience with Diamond Resorts has been less than satisfactory. One of our Resolution Specialist called and sent an email to you on November 8th, 2022 to assist you. Please contact our Resolution Team to follow up with the additional information they need from you. Their contact information is provided in the email and voicemail left to you. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts

• Initial Complaint

  Date:09/07/2022

  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 went Orlando and stayed at a Hilton resort. They offered us a tour and a 4 day 3 night trip for $199 that would be refunded after the tour. When we arrived for the tour, we were immediately set up with a sales person. We were never given tour of the resort. We told him we really couldn't afford to become members but he said we could rent points for extra income. This was a lie. He said the price would only increase so we could sell it back to them at any time. Lie. They offered us extra bonus points before signing. We never saw those points in our account. He told us we could book a 7 day vacation in a 2 bd suite anytime/anywhere with our 8000 points. We tried to book a vacation when we got home and we didn't have enough points for 7 days (only 4 days) for a one bedroom (not a 2 bd suite). The resort we wanted was fully booked, even though were were planning 11 months in advance. HGV called and offered us a vacation for $199 again so in May 2022 we went to a presentation just to share our frustration about availability issues. Their only solution was we needed to buy more points.The salesperson told us we could buy more points and have the same monthly payment or less. He said we could get financed through Hilton and he told our new payment would be $1200. We were currently paying $453 but he said he would call us in a month and get us refinanced so our payment would be only $450. We said no thank you! We were on to these people at this point and knew he was lying.Our first presentation went so fast and we didn't have time to ask questions because they wouldn't stop talking.They didn't go over all the details and skipped over pages in the contract. We have stayed at many Hilton hotels in the past so we thought we could trust their employees. As it stands now, we will never stay at another Hilton hotel because we can't believe they let this happen to their guests. We want nothing to do with Hilton ever again.
  

  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 9, 2022/09/27) */
  Dear *************,
  
  We are sorry you are not satisfied with the response from our Sales management sent via email on August 22, 2022. 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
  
  
  Consumer Response /* (3000, 11, 2022/10/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Really? That is all Hilton has to say? First, your company tricks me into a presentation by telling me it is a tour. Then the sales staff never takes me on a tour and instead launches me into a high pressured sales show. Then when I tell them I can't afford a timeshare, they lie to me and tell me I can rent it out for income and it would increase in value so I could sell it anytime. They further told tales by telling me I could stay anywhere for 7 days in a 2 bedroom suite with 8,000 points. Then when I voiced my frustration at another presentation I thought I had to go to, the salesman tells me my problem is I don't have enough points. Then he lies and tells me he personally would help me get the loan refinanced so I would have lower payments. Thankfully, I didn't believe him. Now, Hilton is suggesting I call a Club Counselor to optimize my membership. Are you kidding me? Optimizing would mean giving this company more money for absolutely no reason. I see the writing on the wall with this company and being a "member" is a dead end street. One good thing I got out of this is a person from Hilton got in touch and told me I did a good thing not following through with the salesman's promise of helping me refinance and he would forward my complaint to the sales management team. But, what about the salesman that told me all the lies about renting, sell it back anytime, and 7 day stays anywhere? I wouldn't be in this mess if it wasn't for those statements.
  
  
  Business Response /* (4000, 13, 2022/10/22) */
  Dear *************,
  
  We are sorry you are not satisfied with our previous response. As stated in previous communication we believe the HGV program was accurately represented by the Sales Team. The "Statement of Understanding "is provided at the time of the sale to ensure our owners are aware that their timeshare is supposed to be only used for personal use. I have emailed you additional information on October 22nd going into greater details. 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 10 days from your purchase date. 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 (U.S and Canada) or 407-613-3141 (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,
  
  Hilton Grand Vacations
  Membership Support

• Initial Complaint

  Date:09/07/2022

  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.

  Diamond Resorts is the worst company I have ever had to deal with! They refuse to move on and cancel our membership. The last thing that they stated to me not long ago was that they could do a medical hardship. Yes I do have a spinal disease. I am disabled veteran with a debilitating disease that prevents me from walking around. But why should I have to provide such detailed personal information to a deceitful company? They lied and took the money of a disabled veteran. Is that something that they are proud of doing? It sickens me that this is something that Diamond Resorts does to people every day. We want our money returned to us that we gave to them for everything that they have put us through. The company sold to us bad information so the fault is on the timeshare. They stated to us that if we did not sign with them that we would have wasted our money with the original timeshare we bought as they had bought the other company that we owned with. They should not have to bring my health into it. Diamond Resorts is a heartless entity that has no remorse for the distruction they cause to innocent people's lives. We want to be released from this nightmare immediately!
  

  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 9, 2022/10/17) */
  Dear ************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. A representative of the Resolution Specialist Team contacted you on October 10, 2022 and reviewed your options with you. Should you have further questions, please contact the Resolution Specialist team. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts

• Initial Complaint

  Date:09/05/2022

  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.

  Invited to a member review at Daytona Regency on September 6 2022. Sales rep (Siham) was aggressive, defensive, condescending and insulting. She told us we have no rights, we couldn't use certain words ( like 'investment') our questions were stupid, and refused to discuss our current Diamond ownership because she is from Hilton. She blamed us for "missing the window" to transfer to HGV, even though HGV never sent us an offer. When she could not answer our questions she tried to get me (wife) to side with her against husband. Then she told husband to stop talking and that she would only talk to me ( wife). We asked for a supervisor. She left angrily and never returned. We waited 45 min No one came. We asked another rep and we were told a supervisor was coming. Another 15 min later we went to front desk. We were told all supervisors were busy. We asked how we could give feedback and were told we could " complete the survey" when it was emailed to us. Then we were told our concerns weren't really their problem and we should go back and deal with the VIP check in rep from Diamond Resorts. ( the person who had scheduled this meeting).
  We left angry. The HGV sales rep was dismissive, insulting, aggressive and tried to pit us against each other. She failed to find someone who could resolve our issue. She stomped out of the sales area, leaving us to sit waiting for 45 minutes. She was extremely condescending. She told us she was " the best salesperson" there. With tactics like this I have no idea how. We never got answers to how our current Diamond ownership could be moved over to HGV or to what will happen if we don't move it.
  

  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 9, 2022/09/24) */
  Dear *************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. A Representative from Sales Management Team has contacted you by phone on September 21, 2022 to apologize and address your concerns. You will be contacted by our Direct Sales team to provide you with options and information regarding HGV Max. Should you have further questions, please contact the Sales Team at your earliest convenience. Thank you for taking the time to share your feedback.
  
  Respectfully,
  
  Membership Support
  Diamond Resorts
  
  
  Consumer Response /* (2000, 11, 2022/09/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I glad the employee called to apologize . I hope her customer service skills improve. This should never happen to another customer. We did not get what we needed at the meeting but the company has been responsive to the complaint.

• Initial Complaint

  Date:09/01/2022

  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.

  Diamond Resorts/Hilton Grand Vacations has proven to be unethical in practice and has scammed me out of thousands of dollars. I have uploaded a document with further details, but ultimately- we were tricked into upgrading with Diamond to get access to Hilton's inventory. They ran my credit without my permission (my auntie's as well). They've been charging me additional maintenance fees for points they've dated back to a month before the contract started, they lied about the total cost of the maintenance fees, and they promised a merger that was supposed to happen in April and has not. Most of their sales people are unethical and untruthful and so are many of the people they have in the verification department. I've tried speaking with their resolutions team to fix this issue and they have stated that they can't do anything, so I thought I'd take things a step further. I am fed up with Diamond and now Hilton and want to be refunded the money put into this contract and want to walk away from this terrible company.
  

  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 10, 2022/09/27) */
  Dear ************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. A Representative from our Resolution Team has contacted you on September 15, 2022 to address your concerns. Should you have further questions, please contact the Resolution Team. Their contact information is provided on their email. Thank you for taking the time to share your feedback.
  
  Respectfully,
  
  Membership Support
  Diamond Resorts
  
  
  Consumer Response /* (3000, 12, 2022/10/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I received a call from the same person who I spoke with before I filed the complaint (Julissa B***). She stated that there is nothing that they can do and that they are refusing to let me out of the contract unless I allow them to keep $10,000 and pay MORE money for maintenance fees. She is taking no responsibility for the unethical practices of the company. She is rude and talks over me/interrupts me. I am unable to get anywhere with her.
  
  
  Business Response /* (4000, 14, 2022/10/17) */
  Dear ************,
  
  We are sorry you are not satisfied with our previous response. Our leadership team is reviewing your account further. Someone will follow up with you within 3 business days. We appreciate your patience.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  
  
  Consumer Response /* (3000, 22, 2022/10/31) */
  This dispute has not yet been resolved. The company has continued to tell me the same thing through Julissa B***. They are not trying to come to a resolution.
  
  
  Business Response /* (4000, 24, 2022/11/02) */
  Dear ************,
  
  We are sorry you are not satisfied with our previous response. A representative of our Resolution Team reached out to you on October 17th. After further review , we feel the contract has been accurately represented. We stand by our decision that we will not grant cancellation outside of the recession period. Should you have further questions, please reach out to our Resolution Team. Thank you for taking the time to share your feedback. We consider this matter closed.
  
  
  Sincerely,
  
  Membership Support
  Diamond Resorts

• Initial Complaint

  Date:09/01/2022

  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.

  Time and time again Diamond has continued to ignore our concerns with the
  timeshare we've purchased. We sent one email to their consumer advocacy
  email and was able to speak with sales representative Elenora, she let us
  know that we'd be able to make money with the timeshare. We have seen no
  profit come from this. We have seen threatening letters from the timeshare
  saying that our account is closing in "14 days" but yet Diamond is still
  holding onto it. During the time I started paying the timeshare I was
  injured at work and was on medical leave from January 15, 2021 to July 12,
  2021. Trying to make these payments with all other bills was too difficult.
  Diamond is careless when it comes to their customers and everyday lives. We
  don't feel heard with our concerns which is why we are using the BBB for
  assistance with getting our word out to the timeshare,
  

  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 9, 2022/09/27) */
  Dear *************
  
  We apologize your experience with Diamond Resorts has been less than satisfactory A representative from our customer service team contacted you on September 23, 2022 to address your concerns to your satisfaction. Should you have further questions, please contact the Customer Service Team. Thank you for taking the time to share your feedback.
  
  Respectfully,
  
  Membership Support
  Diamond Resorts
  
  
  Consumer Response /* (3000, 11, 2022/10/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is unacceptable, people work and for you to give one phone and no other response is not acceptable. I am not accepting this response. You have done nothing for us. We received a letter back in the beginning of the year mentioning a termination, why hasn't this happened? We are very concerned with the amount of money we've spent on this to receive nothing in return, this timeshare needed to be cancelled yesterday!!
  
  
  Business Response /* (4000, 13, 2022/10/17) */
  Dear**************
  
  We are sorry you are not satisfied with our previous response. A representative from our Customer service team emailed you on October 14th and referred you back to communication from us on September 23rd addressing your concerns. Should you have further questions, please contact our Customer Service team. Their contact information is provided on the email. Thank you for taking the time to share your feedback. We consider this matter closed.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts

• Initial Complaint

  Date:09/01/2022

  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.

  My husband and I entered into an agreement with Diamond resorts under false pretenses and are reaching out in hopes that you can assist us in moving forward with terminating our contract. Representatives from Diamond Resorts made many promises to us in order to convince us that this was a great investment that would benefit us for years to come. The false promises and lack of truthful statements has still diminished our desire to be timeshare owners. We no longer wish to spend thousands of dollars on something that we don't use.
  We thought that by now we would have been able to use the timeshare multiple times all over the world, but we haven't. We have not used the timeshare once since taking ownership of this contract. The Covid pandemic occurred shortly after our purchase and has caused us not to be able to travel due to travel restrictions beyond our control. This timeshare has been nothing more than an unnecessary bill for us for the past 2.5 years.
  We are not the type of people that have large sums of money to waste yet we have invested thousands of dollars into this useless vacation package. With rising inflation and decreased income due to my retirement this timeshare is at the top of our list of things that need to go.
  When we purchased our timeshare there was no way for us to know what the years ahead would bring. Now that we are here, it's clear to us that we do not need this timeshare. We have been denied termination several times by Diamond and are hoping that you could assist us in any way possible. There has to be a way out. Thank you for your time.
  

  

  Business Response

  Date: 10/20/2022

  Business Response /* (1000, 9, 2022/09/17) */
  Dear ****************
  
  We apologize your experience with Diamond Resorts has been less than satisfactory. A representative of the Customer Services Team has attempted to contact you by phone on September 9, 13 and 14, 2022 and email on September 9, 2022. We would like to schedule a time to discuss your concerns with you. Please contact our Customer Services team by phone or email at your earliest convenience and advise your preferred time for a call. Their contact information is provided in their email. Thank you for taking the time to share your feedback.
  
  Respectfully,
  
  Membership Support
  Diamond Resorts

• Initial Complaint

  Date:08/31/2022

  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.

  In june of 2022 I purchased a 3 night hotel package from Hilton grand Vacations in exchange for attending a 90 min sales presentation.
  I booked my trip to stay at the Hilton Garden Inn in ******** from 8/17-8/20 and my sales tour was scheduled for 1230 on 8/18.
  I attended the sales tour and was prepared to purchase a time share, signed al the paperwork, My sales Rep James L******, lied on my AMEX application stating I made 60000 a year when I told him I made 45,000. When we went to finalize everything after spending 4 hours there I was shown a paper James told me to sign but didn't tell me what it was for, so I raised my concern and asked for more time to think things over, because I had some reservations now because the paper was for a fee for $199 for something they said I was just getting. I was told I could not take any information with me and I would need to come back the next day to finish up and decide if I was moving forward. Robert G****** the sales lead was in the meeting also.
  When I was leaving the office I was approached by James (the salesman) and asked if we could ***** together back at my room, the salesman and I **************** together and had ******************. The next day James ask me if I was coming back to the sales office and said if I didnt come over to close out my tour I would be charged full price for the room, now embarressed and intimidated and unable to afford full price for the room I checked out early and went home.
  I contacted Rob G******* about the behavior of James being unethical and about being charged full price for my stay. I was told I wouldnt be charged full price and that what I did with James was consensual and James just made a mistake. I ask if I could have my money refunded from the trip and even spoke to his supervisor Karl K**** who said he would turn this over to HR but I have-not heard from anyone and I just want my money back or another stay since I was lied to by their staff.
  

  

  Business Response

  Date: 12/06/2022

  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 ************** Sales Team spoke with you on November 3rd, 2022. and resolved this matter to your satisfaction. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Member Support
  Hilton Grand Vacations