Complaints
This profile includes complaints for Hilton Grand Vacations, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,495 total complaints in the last 3 years.
- 344 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:08/20/2022
Type: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.
Contract Number: *********
This letter is the FOURTH attempt to cancel, null, void, and terminate any and all contracts with Hilton Grand Vacations and its affiliates. On March 19th, this writer contacted Shonte G***** to discuss the termination of the contract.
On March 25th, at #;24 pm this writer reached out to Shonte; no answer.
On March 26th @ 12:11 pm, this writer reached out to Shonte; no conversation was had about canceling contract;
On Mach 27th at 11:08, 11:03, 10:44, and 10:40 calls were placed to discuss cancellation with Shonte G*****.
On March 29th, at 7:31 am, this writer received a call from Shonte G*****; was at work and could not connect.
On April 28th, another letter was sent to Hilton Grand Vacations and Discover Card Purchases. Confirming the cancellation of the agreement that was initiated on March 17th.
An email was sent on Sunday, March 27th, on the request of Shonte G***** alerting us that this was the last day to cancel the contract, which we did... and another email was sent to Shonte G***** on April 30th, 2022 again, confirming receipt of cancellation. A letter was sent on March 29th to HGV, via certified mail, and requested confirmation. Certified mail was not confirmed, however, when I checked to see when it had been signed it was received at HGV in Orlando FL on April 4th, which was several days after receipt confirmation was requested.
I then received a call, though no voicemail was left, on May 9th, 2022 asking for payment for the said month of May. This writer informed the customer service representative that this account had been canceled; she reported that I was to send information to the portfolio service department, with no specific name or direct email provided.
Two additional attempts were made to send an email as per the customer service representative that I spoke with on May 12th to ensure the termination of this contract. The email came back undeliverable; at this point, we will be contacting an attorney as there has
Business Response
Date: 11/16/2022
Business Response /* (1000, 9, 2022/09/23) */
Dear **************,
We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative of the Sales Management has attempted to contact you by phone and email to address your concerns. We would be happy to arrange a time to call if you would like to respond to the email we sent you on September 23, 2022. We appreciate you taking the time to share your feedback.
Respectfully,
Membership Support
Hilton Grand Vacations
Consumer Response /* (3000, 11, 2022/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I finally was able to contact Hilton with a live person. They said that they would cancel the contract; however, I have not received any paperwork or official cancellation at this time. I am still being charged on my credit card for the deposit that was given, which should be refunded. Again, I have not heard back from Hilton at this time.
Business Response /* (4000, 13, 2022/10/18) */
Dear ************** ,
We are sorry your are not satisfied with our previous response. A representative of the Sales Management Team sent an email on October 13 , 2022 addressing your inquiry. Should you have further questions, please reach out to the Sales management team. Thank you for taking the time to share your feedback .We consider this matter closed.
Sincerely,
Membership Support
Hilton Grand Vacations
Consumer Response /* (4200, 15, 2022/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are declining to fix my credit; I tried to contact the credit bureaus, and Hilton is saying they are not going to fix their false chargesInitial Complaint
Date:08/20/2022
Type: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 a member with Diamond Resorts since 2007. I purchased points at Kaanapali Beach Club. When I purchased in Maui I was told that I would have the ability to make a reservation 13 months in advance. Since June of 2022, I have been trying to book a Deluxe Ocean View at Kaanapali Beach Club for July 8, 2023 - July 22, 2023. There is nothing available. This has never happened in all of the years I have owned. When I go to Expedia and search for a room at Kaanapali Beach Club, there is a Deluxe Ocean View room from July 8, 2023 - July 22, 2023, being sold for $689 per night. Since Hilton Grand Vacations purchased Diamond Resorts, there has been no availability at Kaanapali despite the fact I purchased a Deluxe Ocean View Room there. These two unscrupulous companies are selling our purchased timeshare inventory on Expedia and profiting at our expense.
Desired Resolution: Diamond Resorts / Hilton Grand Vacations needs to book my reservation request for Kaanapali Beach Club from July 8, 2023 - July 2023.Business Response
Date: 10/25/2022
Business Response /* (1000, 9, 2022/09/14) */
Dear Shelly *****,
We apologize your experience with Diamond Resorts has been less than satisfactory. A representative of the Club Customer Care Team contacted you on September 13, 2022 to address your concerns to your satisfaction. Should you have further questions, please contact the Club Customer Care Team. Thank you for taking the time to share your feedback.
Respectfully,
Membership Support
Diamond ResortsInitial Complaint
Date:08/19/2022
Type: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 BBB,We are writing this letter to discuss the timeshare that we have with the timeshare company Diamond. They have not been honest with us from day one and have untruthfully conned us into this purchase. What was supposed to be a great way to vacation for cheap has turned into a financial nightmare for us. We have been back and forth with this company but have not gotten anything accomplished. That is why we are looking to your organization for help. We have medical issues that need to be addressed and this timeshare is keeping us from those obligations. We need your help in any way to get out of this timeshare, thank you for your time.*********,**** and ***************************Business Response
Date: 08/19/2022
Dear ******************************,
We are sorry your experience has been less than satisfactory. Our ******** Services team reached out to you on 10th and 11th August, 2022, and provided the requested information. Should you have further questions, please contact our ******** Service team. We appreciate you taking the time to share your feedback..
Sincerely
Membership Support
Diamond ResortsBusiness Response
Date: 08/29/2022
8/29/2022
Dear *************************,
We are sorry your experience with Diamond Resorts has been less than satisfactory. A representative from our **************** Team has been in contact with you on the August 26th. A follow up email was sent on August 25th and 26th. Should you have further questions, their contact information is provided in the email. We appreciate you taking the time to share your feedback.
Sincerely,
Membership Support
Diamond ResortsCustomer Answer
Date: 08/31/2022
8/23/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this canned response. I have been trying to cancel my ownership and have told Diamond several times that I do not feel comfortable going to my physician and getting a note stating that I cannot travel. ******* is aware of this and continues to push me to do something I have stated I am not comfortable with. ******* is refusing to work with me at this point and it is beyond frustrating. I need more than just a simple response, especially when nobody has reached out to me. I would appreciate it if they would actually address my concerns rather than sweep them under the rug.
8/31/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this canned response. I have been trying to cancel my ownership and have told Diamond several times that I do not feel comfortable going to my physician and getting a note stating that I cannot travel. ******* is aware of this and continues to push me to do something I have stated I am not comfortable with. ******* is refusing to work with me at this point and it is beyond frustrating. I need more than just a simple response, especially when nobody has reached out to me with a real solution. I would appreciate it if they would actually address my concerns rather than sweep them under the rug.Initial Complaint
Date:08/19/2022
Type: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,We are hoping that by writing to your agency we can finally get a response and some assistance from the timeshare company, Diamond Resorts. We reached out in March of this year and have gotten no response and have reached out several times since then. We made a timeshare purchase with Diamond back in May of **** as well as August of 2010. While our end of the bargain has been fulfilled and held up, *******'s has not. We have paid them every single ***** we were required to yet they couldn't give us the ONLY thing we purchased which was to be able to take vacations. Every single time we tried to book a vacation the requested dates were never available. To but it simply, in the last 20 years of being owners with Diamond, we have only been able to take a vacation once which wasn't even through our timeshare. It was a free 2 night stay they gave us for upgrading our original purchase. They scammed us into making the first purchase and then got us once again by convincing us to upgrade. We are extremely disappointed in the level of customer service and lack of empathy we have received from Diamond over the years and something needs to be done. We want out of all ties to this company and we want our money back. This seems very reasonable as we haven't been able to actually use the timeshare at all. We would love to know where the thousands of dollars we've given to this company over the years have went. Thank you for your time and assistance in this. ****** and ***************************Business Response
Date: 08/19/2022
Dear *************************************
We are sorry your experience with Diamond Resorts has been less than satisfactory. A Representative from our Resolution Team contacted you by phone and email on August 10, 2022 to address your concerns. Should you have further questions, please contact the Resolution Specialist Team. Their contact information is provided on their email. Thank you for taking the time to share your feedback.
Sincerely,
Membership Support
Diamond ResortsInitial Complaint
Date:08/19/2022
Type: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 were offered a deed in lieu a little while ago and have not received a notice of default. We want to move forward with this deed in lieu, but we can't get the timeshare to send the paperwork. We have emailed and called the company directly and have not gotten anything helpful in response. We need this account with Hilton closed out as soon as possible.Business Response
Date: 10/11/2022
Business Response /* (1000, 5, 2022/08/26) */
Dear ***********,
Our Portfolio Services team mailed you documentation on August 24,2022 addressing your concerns. Should you have further questions, please contact Portfolio Services. Their contact information is provided in the documentation. Thank you for taking the time to share your feedback.
Sincerely,
Membership Support
Hilton Grand VacationsInitial Complaint
Date:08/19/2022
Type: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 would like to complain to you about our timeshare with Diamond. We purchased a timeshare with Diamond on October 22, 2019. On October 16, 2020, We received a Notice of Default -Revocation of Note on Loan ********. To this day, the timeshare has not been canceled. On June 9, 2020, we wrote Diamond about canceling the timeshare because of our age, fixed income, and lack of being able to travel. We have only used the timeshare twice since we purchased it. We are in our mid Seventies and it is not financially or physically feasible for us to have it. Our sales representative *********************** took complete advantage of us. In addition, ******* also agreed with us i.e., 'led us to believe" that when we were going to take a cruise and stay in ****** *****, ********* *****, and ***** ******, that we could use our points to stay in a Diamond resort. When we were planning the trip, which was before COVID-19, we could not find reasonalble accommodations to help lower the cost of the trip by using Diamond properties. This is one of the main reasons I was in favor of purchasing the timeshare in 2019. What we have seen so far are units that are not updated and certainly do not meet the quality we were expecting based on the dollar amount. We spoke to a collection specialist by the name of ***** in June and he stated that he was like a supervisor. He stated that he had never heard of a Notice of Default-Revocation of Note and he has been there for quite some time. I already felt the lies. I was also told during this conversation that it takes up to **** days in the **************** to automatically terminate! There is no way that could be true nor could be legal! How could this crooked company possibly be able to get away with doing something like that to people? We are asking to be released IMMEDIATELY from this anguish of being chained to Diamond. **** and *********************************Business Response
Date: 08/19/2022
Dear **** and *********************************,
We are sorry your experience with Diamond Resorts has been less than satisfactory. A Representative from our Resolution Team has attempted to contact you by phone on August 11, 12 and 15, 2022 to discuss this matter further and would appreciate you responding at your earliest convenience. Should you have further questions, please contact the Resolution Specialist Team. Their contact information is provided on their email. Thank you for taking the time to share your feedback.
Sincerely,
Membership Support
Diamond ResortsInitial Complaint
Date:08/19/2022
Type: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 would like to complain against ******************* for coercing us into signing a contract we didn'tactually want. After signing the initial contract, we were told that that contract was no good and wewouldn't be able to use it unless we signed this new contract. We were barraged by hours of high pressure sales tactics and mislead throughout the entire presentation. For example, we were told wecould rent or sell the timeshare for a profit in the event that we did not want to use it ourselves; I feel Ishould mention we haven't been able to use it even once; and upon further investigation we found thatno one wants to rent or buy these as they are a rip-off. To make matters worse, since the purchase, ***** lost my job because I suffer from PTSD and am living off of a fixed income on my militaryretirement. I am 100% disabled and can not travel as I used to. My mother also passed away in May of2019 and I had to pay for her funeral, which was a significant expense. I simply cannot afford to keeppaying for something that I can't use and only continues to get more expensive. I have asked forDiamonds assistance multiple times in cancelling my timeshare from which I have received no help. Theonly acceptable outcome is the complete cancellation of my contract with *******************.Business Response
Date: 08/19/2022
Dear ***********************,
We are sorry your experience with Diamond Resorts has been less than satisfactory. Our Senior Resolution Specialist tried reaching out to you on August 17th . Following further communication, a certified letter was sent on August 17th addressing your concerns. Should you have further questions, their contact information is provided in the letter.Thank you for taking the time to share your feedback.
Sincerely,
Membership Support
Diamond ResortsCustomer Answer
Date: 08/31/2022
8/23/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't see closure or resolution in this complaint. As stated in a previous letter that I loss my job due to my PTSD, currently I she my Psychiatrist weekly due to this condition in laymen terms I cannot be around people I can't pronounce the medical terms, but is very similar to housewives synonym which makes me homebound.
8/31/2022
I sent a response did you receive it 'Business Response
Date: 09/01/2022
9/1/2022
Dear ***********************,
We are sorry you are not satisfied with our previous response. Our records indicate that a representative from our customer service team tried to reach out to you on August 17th, but you have requested communication in writing only. An email was sent to you addressing your concerns. Should you have further questions, their contact information is provided in the email. We consider this matter closed .
Sincerely,
Membership Support
Diamond ResortsInitial Complaint
Date:08/19/2022
Type: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.
Our names are ************************* and ****************************************. I am writing this as a formal complaint against Diamond Resorts. We can no longer afford this. The everyday bills are piling up and we cannot keep up with the fees that come along with this timeshare. This was presented to us as property we would own and easily have access to. This is certainly not what was sold to us and I don't feel comfortable knowing that their sales representatives lied to us for their own benefit. Under these circumstances, I don't believe this agreement with Diamond Resort is right for us anymore. I am requesting to cancel this timeshare effective immediately and we expect Diamond Resorts cooperation and look forward to receiving more information on how to proceed.Business Response
Date: 08/19/2022
Dear *************************,
We are sorry your experience has been less than satisfactory. Our **************** team reached out to you on August 16th to address your concerns and shared some options with you. Should you have further questions, please contact our **************** team. We appreciate you taking the time to share your feedback..
Sincerely,
Membership Support
Diamond ResortsInitial Complaint
Date:08/18/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was contacted by Hilton on August 16, 2022 and offered a promotional deal for a 4 night and 5 day vacation for $600. This representative made quick mention that no payment would be collected by phone and that this was strictly to inform me of an opportunity that was being passed to me for my customer loyalty as a Hilton honors member. I was then explained that I could choose from a number of destinations that were listed to me to go on a vacation at this discounted rate. No mention was made this was even associated with the Hilton Grand Vacation line as opposed to a traditional Hilton hotel. I was skeptical about the validity of an offer that sounded too good to be true and was concerned that this was an attempt at identity theft. I became very worried that this person was gaining information about my identity and my finances to then use this information in a more criminal way. Therefore I continue to listen to her explanation so that I could ensure that I was not already a victim of identity theft by what information she had.
I asked her to confirm in several ways that she was in fact associated with the Hilton honors program and she listed her credentials as well as my Hilton honors number. She also asked me to login to my account and verify that I had my profile updated which seemed odd. I once more became concerned that I was being taken advantage of but wanted to find out why she had so much personal information on me so I continued to listen. She offered me the $600 promotion vacation once more assuring me no payment would be collected by phone. We ended our conversation with Her explaining that the next step would be connecting with a liaison that would schedule my promotional vacation. Not five minutes after ending our phone call I recognized that I had in fact been charged $628.95 to my on file card. Absurdity. I expect prompt and immediate repayment for this highly unethical behavior by Hilton Grand Vacations for the unauthorized charge.Business Response
Date: 10/05/2022
Business Response /* (1000, 9, 2022/09/01) */
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
Icyss Hamilton
Consumer Response /* (2000, 11, 2022/09/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
Date:08/18/2022
Type: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.
After over two years of attempting to resolve things amicably with Diamonds regarding our membership, I am asking for your assistance. We have respectfully and honestly explained our need to close our membership. Our income can no longer go towards an over-priced travel club, mainly since we do not plan to use their services after realizing how misrepresented the benefits are.I am mainly disheartened and concerned by their corporate office's refusal to consider our requests genuinely. We have sent letters and spoken with them numerous times on the phone. Unfortunately, the best we have gotten is rude responses that we have no options but to pay off our balance entirely. I am not sure how that is a reasonable solution when we are requesting assistance due to financial hardship to begin with.I would hope that Diamonds is a business whose intentions are only to keep members willing and able to utilize their services. But, sadly, even with everything happening with this global pandemic and our financial situation, it seems that they are only interested in draining every possible financial resource from their members. We are not willing nor able to continue pouring money into this useless timeshare and to refuse any assistance feels very much like a trap. My goal in writing this complaint is to have our contracts terminated immediately. I hope to hear back from Diamonds soon on where they stand towards these concerns and when our account will be closed.Business Response
Date: 08/18/2022
Dear *******************,
We are sorry your experience with Diamond Resorts has been less than satisfactory. Our **************** team attempted to contact you by phone and email on 8/12/22, 8/16/22 and 8/17/22. At your convenience please let them know when you will be available to further discuss your concerns. We appreciate you sharing your feedback.
Sincerely,
Membership Support
Diamond Resorts
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