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:08/30/2022

  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.

  BBB,
  I am reaching out to you in hopes that you could assist me in dealing with ******* Resorts. I have received numerous phone calls from ******* Resorts asking for my wife ******* even though I have repeatedly informed them that ******* passed away two years ago from cancer. During the presentation my late wife and I attended hosted by *******, the sales representatives were aware of *******'s cancer and used that to their advantage. They played on our vulnerability and desire to travel. We planned to vacation before ******* passed but we learned that she needed to resume chemotherapy and we tried to cancel our trip. ******* Resorts had no sympathy for our situation and refused to assist us in any way. ******* Resorts is a manipulative company that no one should deal with. They will not stand by their members and they lie to them to convince them that they are making "great investments." Without my wife, I have no desire to travel. It is very painful when they continue to contact me and ask for *******. I want to be done with ******* forever and hope that you can help me with that.
  Respectfully,
  **************

  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 12, 2022/10/15) */
  Dear ************* ,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. A representative of our Resolution Specialist team has attempted to contact you via phone and email on October 10 and 12, 2022 to address your concerns. Please contact the Resolution Specialist team at your earliest convenience. Their contact information was provided in the email sent. Thank you for taking the time to share your feedback.
  
  Respectfully,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:08/30/2022

  Type:Customer Service 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.

  Purchased a Hilton Grand Vacation Getaway in the amount $281.19 on 8/19/21.Unable to travel due to recurring COVID and other Health Issues.Have repeatedly (on four different occasions) have written request for refund to Hilton with no response.Most recent letter to Mr. D. ****** of July 8, 2022 and delivered to Hilton on July 13, 2022 by way of the US Postal System - has received no response.

  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 9, 2022/09/22) */
  Dear Neil ****,
  
  We apologize your experience with Hilton Grand Vacations has been less than satisfactory. Your marketing package reservation has been cancelled and refunded. Please allow 7-10 business days to see the funds reflected in your account. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  
  
  Consumer Response /* (2000, 11, 2022/09/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Refund has been received!! Thank you.

• Initial Complaint

  Date:08/30/2022

  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.

  Dear Better Business Bureau,
  This timeshare ownership that I have with Diamond Resorts has gone too far. I have tried to work with the company to get out of this lucrative contract but they refuse to work with me. That is where I need your company to step in. I need your help in getting out of this timeshare. They have lied and cheated me out of my money and I have had enough of dealing with their poor customer service. Any help in this regard will be appreciated. Please help me and other people like me get out from these scam artists. They take all of the money and give nothing in return.
  Sincerely,
  *************

  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 9, 2022/11/05) */
  Dear*************,
  
  We are sorry your experience with Diamond resorts has been less than satisfactory. one of our Senior Resolution Agent had made multiple attempts to call and email you 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
  Diamond Resorts

• Initial Complaint

  Date:08/29/2022

  Type:Order 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 May 4,2022 while on vacation in Vegas, I was enticed with free gift and vacation in order to come into a presentation. I didn't know I was being presented with a timeshare sales peach. Upon signing up I was under the believe I had 30days to cancel, the sales man Robert E*** not once mentioned the cancellation deadline, neither did he give me the public offering statement to read as they were instructed to, it was however included at the back of other loan documents, I sent a cancellation request which was received May 23rd outside the deadline which I found out when they wrote back to me. My friend sat next to me as a witness and the intentionally/systematically concealed that information. I want the $3700 charged to my **************** card refunded and I want them to take their timeshare scam back because I don't plan on using the service not even once. When I contacted them to cancel they told me I was stuck with it basically and I should've read what I was signing. The charges are currently being disputed with **************** and the CFPB is next.
  
  Their sales tactics and services is completely unprofessional and very deceiving and I want out.
  

  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 9, 2022/11/07) */
  Dear ***********************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. A representative from our Sales Management Team spoke with you on September 1st, 2022 and resolved this matter to your satisfaction. Thank you for taking the time to share your feedback.
  
  Sincerely,
  Membership Support
  Diamond Resorts

• Initial Complaint

  Date:08/29/2022

  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 do not understand what the hold up is. We are tired of Diamond Resorts dragging its feet and not giving us the closure we deserve. It is time that they close our account! This is affecting our credit and our day to day lives.When is this account officially going to close with them???? We need a member of management from Diamond Resorts to respond to as quickly as possible. We received in September of 2020 a letter stating that our loan would automatically terminate. We have been more than patient but enough is enough. We feel that Diamond Resorts has been holding us hostage for long enough. They are holding us back from living our lives all because of the false promises that they made to us. They scammed us yet we are the ones living in this state of purgatory. Close our account NOW!
  

  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 9, 2022/09/22) */
  Dear ************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. A representative of the Resolution Specialists Team contacted you on September 13th, 2022 and a certified letter has been sent on the same date to address your concerns. Should you have further questions, please contact the Resolution Specialists team at your earliest convenience. Their contact information is provided on the letter. Thank you for taking the time to share your feedback.
  
  Respectfully,
  
  Membership Support
  Diamond Resorts
  
  
  Consumer Response /* (3000, 11, 2022/09/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  How can anyone expect that this is a legit response to a complaint made to this site? We received an email from Juliet M********* in which we do not accept. We have been fighting with this company for quite some time to close our account and she answers in the most generic way like we have just started voicing our frustrations with your company. If the rep had review our account their accurately they would have clearly seen that. It is the same bologna that we get all the time. No one seems to do their job and actually resolve anything. We do not want to set up any type of payment plans with your company. The company has not received a dime from us in over 2 and half years. Why would we bring an account current when the company has sent us not one but two letters now stating that if the account remains delinquent for 14 days that our membership will be terminated. Just move on already and do so because it well past the timeframe. Either return our money or close this out! This has been going on for long enough and there is no reason to hold our account open. I have tried speaking with people there and all it does is frustrate me more. We do not trust this company no matter who it has been merged with. There is nothing you can say or do that is going to change our minds on standing our ground with getting this closed and Diamond Resorts out of our lives forever. Do the right thing cut the ties and lets all move on. WE ARE DONE WITH THE GAMES AND THE RUN AROUND!
  
  
  ______________________________________________
  
  
  Business Response /* (4000, 13, 2022/10/13) */
  Dear ************ ,
  
  We are sorry you are not satisfied with our previous response. A representative of the Resolution Specialists Team contacted you on October 10th , 2022 and a certified letter has been sent on the same date to address your concerns. Should you have further questions, please contact the Resolution Specialist team. Their contact information is provided on the email. We consider this matter closed.
  Respectfully,
  
  Membership Support
  Diamond Resorts
  
  
  Consumer Response /* (4200, 15, 2022/10/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Do you really expect us to accept this response? We have been trying to resolve this issue with you and we don't think that you're being fair to us. You gave us a letter saying that our account would be closed but you still won't close it. That makes no sense. We have been reaching out trying to talk about the situation we're in and the reasons we don't want this timeshare anymore. It really seems like you don't care about our feedback and our concerns and just keep giving us the same answers and calling about payments. PLEASE resolve this and close our account like you said that you would.
  
  
  Business Response /* (4000, 17, 2022/11/03) */
  Dear ************,
  
  We are sorry that you are not satisfied with our previous response. We stand by our decision that we will not grant cancellation of your contract outside of the rescission period. We consider this matter closed.
  
  Sincerely,
  Membership Support
  Diamond Resorts

• Initial Complaint

  Date:08/26/2022

  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.

  We have been an owner/member for quite a few years. Monday 8/17 I called to confirm our reservation for week 34 (8/21 - 8/28). I was told there was no reservation, I proceeded to tell them that week 34 is automatically reserved. It is a timeshare setup and you'll always have the same week. Was told they have reservations for 2023 and **** but nothing for 2022. I was informed they get back to me in 24 - 48 hours. Today I received an email with a confirmation, however it's for week 35. This is unacceptable, my family and I have planned time off for week 34. Everyone requested time off from work for week 34 and should be accommodate for week 34. It's their mistake and it should be corrected right away.

  

  Business Response

  Date: 08/26/2022

  Dear *********************************************,
  
  We apologize your experience with Diamond Resorts has been less than satisfactory. A representative of the Resolution Specialists Team contacted you on August 23, 2022 to address your concerns to your satisfaction. Should you have further questions, please contact the Resolution Specialists Team. Thank you for taking the time to share your feedback.
  
  Respectfully,
  
  Membership Support
  Diamond Resorts
  
  

• Initial Complaint

  Date:08/25/2022

  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.

  It wasn't filed within 12 months as I retained an Attorney. The Attorney has just now told me to file complaints with BBB, The Arizona Attorney General and The Federal Trade Commission. See Complaint Below.
  
  DIAMOND RESORTS COMPLAINT EXPLANATION
  
  
  After our 1st time visiting a Diamond Resort, we sat in on an "Informational Meeting" regarding the Resort. At which time, we were misled during a sales presentation that was conducted in February of 2019, resulting in us purchasing a timeshare with Diamond Resorts International while in Arizona on Feb 26, 2019. After approx 7 hours of high-pressure was endured, we purchased an interest for a period that would expire upon a 10 year period, thus owing nothing after that point. It was a very affordable option that we were offered as it was "only offered to families of Diamond Employees" we were told.
  
  We then returned within a 3 month period for "training". We were victimized by Deceptive Sale Practices prior to and during the pendency of the transaction with Diamond. We were a target of high-pressure sales tactics and were told that this was "only a 2 hour New Owner Orientation/Training" to learn how to navigate the system and to best utilize the interest previously purchased. Instead of an information meeting, we were kept in a high-pressure sales presentation/meeting for over 6 hours and were told the interest previously purchased was NOT going to allow us to utilize as presented and that we would need to upgrade in order to have the benefits that we understood should have been available to us already. We were led to believe that this upgrade purchase would be replacing our previous purchased interest and only costing us $3000 more in total, but instead, we were blindsided and later learned that we owed for an amount equivalent to two interests not one resulting in over $23,000, and that this high-pressured "upgrade" would NEVER expire. FRAUDULENT PRACTICES INDEED.
  

  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 14, 2022/09/13) */
  Dear************************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. A representative of the Resolution Specialists Team spoke with you briefly and per your request an email was sent to you on September 2nd, 2022 to address your concerns. Should you have further questions, please contact the Resolution Specialists Team. Their contact information is provided on the email. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts

• Initial Complaint

  Date:08/25/2022

  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.

  My husband and I were sold a Hilton Grand Vacations package. The only way we were going through with the purchase was if my husband could solely go on the debt and we BOTH share the title. We were told multiple times no problem. After signing it took over a month for the account to activate (well beyond our recission period). I received a notification of new debt on my credit report. When I called Hilton they said they weren't aware that whoever went on title shared the debt. My credit was never pulled but somehow this debt is now on my credit report. Their solution is to quit claim me from the deed. If I go through with that I will no longer be on the account and have to pay a guest fee to use it. We have asked multiple times to cancel the deal due to their misleading information about the package, title, etc. and we're told sorry they cannot do so. We NEVER would have purchased this if we both were on this debt which was made very clear before signing. This feels deceitful especially now being told they will not let us cancel the deal even though they provided false information. We also verbally negotiated not paying HOA fees for 2022 due to the account not activating and having points to use until 2023. We recently received a bill due 9/1 for HOA dues. When I called I was told everyone pays this no matter what. Interesting what is told to get the deal closed and what ACTUALLY happens. We signed a large package of documents to close and did not get a chance to read through any of them. We were explained what each doc was verbally instead. We want out of this deceitful deal, it just isn't fair.
  

  

  Business Response

  Date: 10/20/2022

  Business Response /* (1000, 5, 2022/09/07) */
  Dear **************,
  
  We are sorry to hear that your experience with Hilton Grand Vacations has been less than satisfactory and that you are considering cancellation of contract. A representative of the Sales Management has contacted you by phone to address your concerns. While we are not able to accommodate your request for cancellation past the rescission period, we remain readily available to assist you with optimizing your ownership.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  
  
  Consumer Response /* (3000, 7, 2022/09/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The written response we received here is the same information provided over the phone. I just don't understand how you can provide a recission period of 5 days KNOWING that the account isn't even viewable for over 30. We trusted Hilton to provide accurate verbal information, considering the amount of monies our package cost, and what has transpired was not that. This isn't just an issue of being unsatisfied, it's an issue of being provided false information and then not allowing us to cancel the deal because of a recission period. How were we to know this would show up on BOTH our credit reports when you only pulled credit for one of us and ensured us that it will not show up on both parties credits? This is upsetting and not something we would have been aware of during the recission period. Hilton you can do better. You make a lot of money on these deals every day. We are just asking you to do what's right considering you provided false information. Our situation seems unique and not something that applies to your general cancellation policy. What covers the consumer when they are lied to? This has affected our ability to buy a home and was our primary concern when we signed this deal. We were very clear about what we were willing and not willing to do. So now Hilton got the deal from us and we cannot do anything about how wrong this is?
  
  
  Business Response /* (4000, 9, 2022/09/15) */
  Dear **************,
  
  We are sorry you are not satisfied with the response from Sales management. 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 https://www.hiltongrandvacations.com/ 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 /* (4200, 11, 2022/09/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello, the issue is not the program. I am frustrated stating the same thing and getting the same generic response. I am upset that me and my husband were sold a joint titled package with the verbal confirmation that the account would only report on the ONE person of us both who gave permission for Hilton to pull their credit. Weeks later the account is on BOTH our credit reports and the only solution Hilton can say is sorry we did no wrong. This is a huge deal for us and I mentioned during the sales pitch that it would be a deal breaker for us both. It seems pretty convenient that the sale was made and now Hilton is wiping their hands clean of the mess we are dealing with.
  
  
  Business Response /* (4000, 13, 2022/09/24) */
  Dear **************,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative of the Owner Relations Team has sent you an email on September 23, 2022 to address your concerns. Please contact the Owner Relations team at your earliest convenience. Their contact information is provided in their email. We appreciate you taking the time to share your feedback.
  
  Respectfully,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:08/25/2022

  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.

  Booked through website as advertised that booking was refundable. Immediately tried to cancel after booking online and was not able to directed to call to cancel. I twice I've called and have waited over 20 minutes to be hung up on finally got ahold of someone today on my lunch who is now said the "special rate" I booked is not refundable and the reservation is for the 13th. I am beyond frustrated as I tried to cancel much sooner (right after I made the reservation) and it was exceedingly difficult. I want a full refund and as that is what was advertised on your website for up to a certain time before the reservation. Have escalated to with chase as well and will continue on this trend until I am fully refunded.
  Product_Or_Service: Hotel reservation
  Order_Number: XXXXXXXXX

  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 6, 2022/09/14) */
  Dear Alexxa ********,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. A representative of the Customer Relations Team contacted your via email. We are pleased to know that this matter was solved by your credit card institution. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts

• Initial Complaint

  Date:08/25/2022

  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.

  When we purchase our week at Riviera Oaks Resort we were told that the value would continue to increase and the yearly fees would be low. This just simply isn't true. I am a retired Navy officer and both my wife and I are in our mid 8o's. Our health does not allow us to use our week any longer We have tried to sell our odd week but we have been unseccessful. Diamond resorts does have an option to transfer the week back to them but the cost will include the annual fees + a $1,000 fee, about $1,600 in total. The week will revert to Diamond resort without any compensation. This feels excessive to us. If there is anything you can do to help we would appreciate it. Thank you
  Product_Or_Service: Time share 1 week, odd year on
  

  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 6, 2022/09/07) */
  Dear Joseph *****,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. A representative from our Customer Service Team has contacted you by phone and email on August 29th, 2022 to address your concerns. Should you have further questions, please contact the Customer Service Team. Their contact information is provided on the email. We appreciate you taking the time to share your feedback.
  
  Membership Support
  Diamond Resorts