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

  101 West 57th Street New York, NY 10019

  
• 

  Hilton Grand Vacations Company LLC

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

  
• 

  Hilton Grand Vacations Company LLC

  1335 Avenue of the Americas 44th Floor New York, NY 10019

  
• 

  Varsity Clubs of America - South Bend Chapter, Inc.

  3800 N. Main Street Mishawaka, IN 46545-3110

  

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:08/17/2022

  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 stayed at the Resort from July 5th through 9th. Upon arriving in the evening we noticed the smell of cat urine and assumed it was an exterior problem. The next morning the smell was more pronounced and we identified an area in the hall where there was in fact cat urine. I called the front desk, who apologized and assured us that maintenance would address the issue the next day. When we returned the next day nothing had happened. Upon calling the front desk again the staff admitted the issue had fallen through the cracks. A 95% occupancy was cited for not switching our room initially and why it couldn't be done at the time of that call. The staff member said that the remainder of the stay would be waived to accommodate the problem. We requested a pile of towels to stack on top of the urine and help with the smell. Upon check out I confirmed that the issue was still present and confirmed that the account would be credited per the previous conversation. The invoice did not show a credit and the staff member assured us that a credit would be issued. We have checked with our bank multiple times and no credit was issued. I have attempted to call and email the resort, but it is virtually impossible to speak with someone physically located at this specific destination. The Resort has given no response as of the date of this complaint.

  

  Business Response

  Date: 08/17/2022

  Dear ****************************,
  
  Thank you for submitting your complaint through the Better Business Bureau.
  
  We are unable to locate a reservation under your name, email and phone number. In order to assist you further please provide us with your reservation number, the resort name and location.
  
  Respectfully,
  
  Membership Support
  Diamond Resorts

  Customer Answer

  Date: 09/01/2022

  8/18/2022
  The reservation was made through Booking.com
  
  Reservation was under:
  
  *************************
  ************
  ***********************************
  
  Confirmation number: 2448226976
  
  9/1/2022
  (The consumer indicated he/she DID NOT accept the response from the business.)
  While the resort manager was polite and responsive once we filed the complaint, they claimed they could only refund the resort fees, and not the nightly fees, because we booked through a third party. It felt like a paltry excuse to make the complaint go away rather than a true resolution. As noted in the initial complaint, the manager and staff we initially dealt with on site promised to waive the remainder of fees and charges for the remaining nights because they could not change our rooms. The refund of the only the resort fees was not in alignment with the original proposed resolution. Also, we later learned was not accurate and that our room could have been changed.
  If this is genuinely how they resolve issues like this then I will maintain my complaint and I would caution future customers from engaging with this resort. Which is unfortunate because the resort has a lot to offer the community and the potential to be a much better experience for their guests.
  
  

  

  Business Response

  Date: 09/08/2022

  8/29/2022
  Dear ***********************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. Our team is currently reviewing your case and will be contacting you soon to further discuss your concerns. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  
  9/8/2022
  Dear **********************************
  
  We are glad to hear that your complaint was handled to your satisfaction by the resort team. We appreciate you taking the time to share your feedback.
  Sincerely,
  
  Membership Support
  Diamond Resorts
  
  
  

• Initial Complaint

  Date:08/16/2022

  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.

  I called to make a reservation with Grand ******************** in **. We were informed our points covered all expenses including all-inclusive fees. After this reservation, we checked the Diamond Resorts website which stated the all-inclusive fees were not included. We called a second time a couple of weeks later to verify this information. Diamond Resorts confirmed our points covered our reservation and the fees. We called a third time. The representative informed us that the first 2 representatives were incorrect for informing us our points would cover the all-inclusive fees. The representative told us the other two workers were suppose to read a prompt about the fees which never occurred. She stated informed her supervisor about this issue and that the supervisor would review the previous calls to verify if I was telling the truth and would get all the points back from the reservation. No one reached out to us and we were never made aware if this incident was investigated. Another recent issue, we used our points to stay at ************ Resort in **. While making the reservation, we also made a reservation for the *** cruise through Royal Caribbean for our wedding anniversary. We were informed everything was all set. A couple of days later, we were informed we needed to schedule a member update. While the representative was scheduling it, she informed us our reservation was canceled because we could not have two scheduled "tours" within 60 days of each other which was never stated when we first booked and paid for the cruise. I would like to assure all my points are refunded fully and would like to be released from this contract. Being part of Diamond Resorts has been a nightmare. The interactions with the representatives are subpar for the misleading information. No one ever reached out to address our concerns after being told someone would. And the recent disappointment of our canceled cruise has been emotionally traumatizing for our first major reservation.

  

  Business Response

  Date: 08/16/2022

  Dear ***************************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. Our Resolution team has made attempts to contact you by phone on the 9th, 12th and 13th of August, 2022 to address your concerns. An email has been sent as well. Please contact the Resolution team at your earliest convenience. Their contact information is provided on the email sent. Please check your spam box in case you have not received their email. Thank you for taking the time to share your feedback.
  
  Respectfully,
  
  Membership Support
  Diamond Resorts
  

  Customer Answer

  Date: 08/17/2022

  8/10/2022
  Update: 8/10/2022. We spoke with a ***********************. She was the person who we booked the cruise with and she was the same person who told us the cruise had to be canceled because there was an insufficient amount of days between our last "tour" and the cruise. Two weeks have gone by and we have not received our refund. I called today and I was transferred 3 times because either they couldn't find my account or the previous reserved cruise. Once they found my account, they informed me that there was no cruise ever booked and that they couldn't find the invoice or refund for the amount I had to put down.
  
  8/17/2022
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will be reaching out to the representative that I spoke to that called to address the concerns. When he called I was not able to speak in the moment. We scheduled for another day. When that day came, he did not call. I received an email from him who stated that he tried calling but would hear busy signals the entire time. He mentioned he found out that his system was down and calls were not going out properly. So yes they may have tried contacting me but their systems were down so calls never came to me. This is what he said: " I offer my sincere apologies for since our e-mails, I've been attempting to call you, however, I had been getting a busy signal each time I called. It struck me as a little odd at first, but I didn't read too far into it. However, after several days of the same, I did some investigating and discovered an issue with our telephony system where I have not been able to make outbound calls. Fortunately, I can receive inbound calls, as well as calls transferred internally."
  
  Also, I reached out to the representative who processed my cruise payment. She stated she would look into it to assure the payment would be brought back to my account. She told me to email her if I didn't receive the payment back. I haven't received my cruise refund nor heard back from her. And Diamond resorts took out another payment for my account but still hasn't refunded my money.
  
  

  

  Business Response

  Date: 08/22/2022

  8/22/2022
  Dear ***************************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. A representative of the Resolution team reached out to you and addressed your concerns to your satisfaction. Thank you for taking the time to share your feedback.
  
  Sincerely ,
  
  Membership Support
  Diamond Resorts
  
  
  

• Initial Complaint

  Date:08/16/2022

  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.

  I stayed at cypress pointe resort in ******* and checked out on July 23 after almost 3 weeks I am an owner since ******************************************************************* I at the resort. My 71 year old mom was in questions regarding letting someone into the unit who could've probably taken advantage of her by management due to allegedly a rip in the sofa cushion that was sewn back together, scratches in a furniture piece and some granola on couch and a marking on the carpet I said how is that possible when I vacated the unit and if that's the case a police call should of been made, I was charged $500 for alleged room damages that did not occur and pay over $10,000 a year in maintenance fees not including the initial purchase price of over $100,000 to be treated with such unfairness and not even contact me regarding the incident until 24 hours later this is ridiculous and I have tried resolving this with the company no calls or emails have been responded to, please help me! Thanks

  

  Business Response

  Date: 08/16/2022

  Dear ***************************,
  
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. Our Resort Management team emailed you documentation on July 24, 2022, and July 25, 2022, advising the charge is valid and provided you with an explanation for the charge. Should you have further questions, please contact the resort General Manager. Their contact information is provided on the documentation. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  

  Customer Answer

  Date: 08/23/2022

  8/23/2022
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hi I have clearly been in contact within the manger who has charged me $500 over 24 hours after checking out for damage j never did, if you have no resolution please state that instead of referring me to the manager. Avoiding the issue is not effective I pay an extreme fee of $10,000 in maintenance fees, almost $200,000 in ownership charges and you have no customer service support to offer I'm completely disgusting about the lack of empathy been with you since 2015 no issues or complaints, and my fees and mortgage always paid in advance, I don't deserve you passing the buck you are in a leadership position please lead your staff correct.
  
  

  

  Business Response

  Date: 08/29/2022

  8/16/2022
  Dear ***************************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. Our team is investigating your case and will follow up with you within 3-5 business days. We appreciate your patience.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  
  8/29/2022
  Dear ***************************,
  
  We are sorry you are not satisfied with our previous response. Our ******************************* Team has reviewed the supporting documentation received from the Resort and the charge is valid and therefore will not be waived. Should you have further questions, please contact *********** Services. We consider this matter closed.
  
  Membership Support
  Diamond Resorts
  
  
  

• Initial Complaint

  Date:08/16/2022

  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.

  Diamond Resort is charging for maintenance fees for the timeshares. I ******************************* have called the company and sent an email in regards to payments. During the ******19 pandemic while the whole world/country was on federal orders for lock down meaning no one is allowed to travel/leave their *********. The company is charging maintenance fees. If traveling is not safe and not allowed during a certain time. Why is it allowed to charge a share holder owner? I asked to take away the late fees and the fees for the year 2020 and 2021. The company does not want to honor that request even though I was not employed. I am a retired senior citizen that is on a fixed income. I was not able to afford the fees. People should not be charged for a time period during a lockdown. I am requesting to not be charge for the time period stated above. The company is charging over 3k and late fees to be paid in 21 days. They need to work with me in order to come to come to an agreement.

  

  Business Response

  Date: 08/16/2022

  Dear ***************************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. A **************** Specialist spoke to you on August 5, 2022 to address your concerns and advised you to make a connection with our ********* Services team for further assistance. Should you have further questions, please contact **************** team. Thank you for taking the time to share your feedback.
  
  Respectfully,
  
  Membership Support
  Diamond Resorts
  
  
  

  Customer Answer

  Date: 09/07/2022

  8/19/2022
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The representative that called did not resolve anything. The company expects me to call their financial office instead of having their office call me. I have called their financial office and they did not work with me. I did as they requested I sent an email back in 2020/2021 about the maintenance charges. No one responded to me. This matter was not resolved at any capacity. The company refuses to resolve or come to a compromise with me. They do not care about the shut down of the world as long as they are not disturbed financially. I will keep complaining to every local, state and federal entity until Diamond Resort is willing to work with me. All I ask is take away all late fees, all maintenance fees from March 2020 until December 2021. I would gladly pay the rest in full.
  
  8/26/2022
  I called your financial office today 8/26 and spoke with the supervisor **** . From the options that you are willing to work with me are taking away the late fees for one year, even though the lockdown was for 2 years. Option 2 is paying the amount in full in 3 months with the late fees included. Neither option is reasonable. I was very specific about what I am willing to do. I want to remove the late fees and maintenance fees for March 2020 until Dec. 2021. All of the other months/years I will pay in full. I do NOT want to cancel my membership. That was not said at any point.
  
  Where do we go from here?
  
  I will be waiting to hear a response.
  
  Thank you for your time,
  
  9/7/2022
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This response does not resolve or give any information beyond. Sorry for your experience and contact a resolution team. What number?
  
  

  

  Business Response

  Date: 09/16/2022

  9/1/2022
  Dear ***************************,
  
  We apologize your experience with Diamond Resorts has been less than satisfactory. A representative of the Resolution Team attempted to reach you by phone and also sent you an email on August 22, 2022, to address your concerns. Should you have further questions, please contact the Resolution Team. Thank you for taking the time to share your feedback.
  
  Respectfully,
  
  Membership Support
  Diamond Resorts
  
  
  
  9/16/2022
  Dear ***************************,
  
  A representative of the Resolution Specialists Team spoke to you on September 9, 2022 to address your concerns. Should you have further questions, please contact Diamond Resorts at ************. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  
  
  
  

• Initial Complaint

  Date:08/15/2022

  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.

  After evaluating the lack of responses from Diamond Resorts, I would like to take this time to request that Diamond Resorts either confirms or denies the cancellation for contract # *********. I have been sending documents that require a response to Diamond Resorts. To this date I have not received a single response. When I expressed that I could not afford it the sales representatives kept decreasing the down payment and monthly amount. I realized my consumer rights were violated when I was not able to make a reservation where I wanted to after being told I would be able to vacation anywhere I wanted. The points that I was led to believe that I would have ended up being a lie. Due to lack of response, I am assuming I have been cancelled out of my timeshare ownership from Diamond Resorts and are now relieved from this timeshare ownership. If this is not the case, please respond accordingly in relation to the continued matter of my request to form a mutual agreement from my timeshare referenced under contract # *********. The resort told me that if I no longer wanted it they would take it back, that was a lie. During the presentation my right to cancel was not explained to me in any detail. I was told that in order to have more power when it came to reservations I would need to upgrade my contract.

  

  Business Response

  Date: 08/15/2022

  Dear *********************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. Our Resolution Specialist tried reaching out to you on August 9th , August 11th , and August 15th to address your concerns. A certified letter was also sent on August 15th to address 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 Resorts
  
  
  Icyss ********
  

• Initial Complaint

  Date:08/15/2022

  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.

  BBB,We are reaching out to your company in regards to our current dispute with Hilton. We have a timeshare with them and have reached out with complaints and a request for them to terminate our ownership. Since writing to them we have received a denial letter for our termination request stating that "no new information has been presented and that the program was accurately represented by the sales team." We do not feel that this statement is true. They informed us that this was an investment and that it "could'' be passed down to other generations. We have received no return on our investment since we made our purchase. They also stated that the points never expire. This company manipulated information to make the purchase more appealing. The points will expire if you do not pay an additional fee to have them rolled over each year. We purchased our contract in October of 2019 right before the Covid-19 pandemic struck. We have never had a chance to use it yet we are still paying the exorbitant fees associated with it. They refuse to work with us to find a mutually beneficial solution to our request. The increasing monthly and yearly fees are making it impossible for us to vacation. As previously stated, we have never been able to use this timeshare and we continue to have to pay for something that was sold to us under false pretense. No one from their company is attempting to help us. We are hoping that by reaching out to you that you can either help us open consistent and clear communication or that you can assist us in ending our relationship and timeshare contract with Hilton. Thank you for your time and we look forward to your assistance.Regards,William and Rachel ******

  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 9, 2022/09/28) */
  Dear William & Rachel ******,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A written response addressing your concerns has been sent by mail on September 23, 2022. We appreciate you taking the time to share your feedback.
  
  Respectfully,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:08/15/2022

  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 wish to file a complaint against Diamond Resorts. This has been an absolute nightmare and it is like pulling teeth trying to get any information on where they truly are in the process of closing our account. We received a letter stating that our membership would be terminated on April 29th, 2022 if the account remains in default for 14 days yet we have received no responses from any of our other correspondences letting us know some type of confirmation. It is more than time that Diamond Resorts starts giving us answers! We have been held hostage by this horrible company for far too long. IT IS TIME THEY LET US GO! We have so many other stresses in our lives right now and family matters are our first priority. We are tired of the constant worry and we ask that someone reach out to us immediately

  

  Business Response

  Date: 08/15/2022

  Dear ******* and ***********************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. Our ******** Services team has attempted to contact you by phone and email on the August 5th, 8th and 9th. They also mailed a certified letter on August 9th, 2022 to address your concerns. Should you have further questions, please contact ******** Services. Their contact information is provided on the documentation. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  

• Initial Complaint

  Date:08/15/2022

  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.

  There has to be an end to this nightmare with Diamond Resorts has to end. We have received no response from our last letter sent on March 21, 2022 by certified mail. We had reached to see what is going on with canceling our membership as we have not heard a single thing from them. We figured that they would send at least some confirmation of some type. My mom has not been in good health at all and I just want to put this behind us for her sake as she is going through so much right now. She has been in and out of hospital for quite some time now. But honestly, ******* does NOT care what struggles a person is going through or how the bills are piling up. They just want their money! We hope that in also posting this complaint that others will take caution of even thinking about getting tangled into business with this timeshare company. They will drown in debt with ABSOLUTELY nothing to show for it.

  

  Business Response

  Date: 08/15/2022

  Dear ******************************* ********************************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. Our ******** Services team has attempted to contact you by phone on the 5th,8th and 9th August, 2022 and mailed you documentation on August 9th, 2022 to address your concerns. Should you have further questions, please contact ******** Services. Their contact information is provided on the documentation. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts

• Initial Complaint

  Date:08/14/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Hilton Grand Vacation package traveling to Myrtle Beach for an 1B suite, scheduled my trip from 8/9/22 to 8/12/22 for total $335.04 (conf#************). I was hoping this to be an ideal trip as it has been long since my last travel, but HGV totally ruined my entire vacation. To start, HGV has several properties in this area. Although you purchased the marketing package through Hilton, you won't stay in HGV properties. When you purchased the package, the sales would promote with fancy properties like Ocean 22/Encl, but when you scheduled the trip, it would be another story. For me I was assigned to a property called Anderson Ocean Club with Hilton standards (listed as a 4-star hotel). However, after checking in we were completely shocked. The carpet was gross and messed, the sofa had water stains, room smelt awful, mattress and sofa were both sagging ******, nothing looked reasonable. I wouldn't argue if this was a motel room, but 4-star booking though Hilton? We learned from front desk that there are two companies managing the properties, Hilton or Oceania. For us who booked through Hilton Marketing Team, we can only be assigned to Oceania properties, which are outdated and not renovated for years. How funny it is, I purchased the packages from Hilton, but I can't stay at rooms owned by Hilton! This is a SCAM! I called HGV marketing team and ended up with desperation. None of the agents want to help, they told me "It is not our (Hilton) business" in emotionless tone. Front desk eventually helped me switch to another room next day, as there was no other "Oceania" room available. So, I ended up sleeping in this awful room for my first vacation night, I barely slept as the sagging mattress killed my back. A day later, we got room switched in the afternoon, which was slightly better, but still outdated. I've already spent two out of three days arguing all these mess and felt sick and enough, I would just stayed here but my vacation was full of frustration.
  

  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 9, 2022/08/30) */
  Dear*************,
  
  We apologize your experience with Hilton Grand Vacations has been less than satisfactory. A representative from The Anderson Resort has notified you that a refund has been processed. Please allow 7 to 10 days to reflect in your account. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  
  
  Consumer Response /* (3000, 11, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hi, could you please contact me back regarding of the issue? I indeed received refunds but it was just partially refund, I made a total payment of $224.87 (package price) + $110.17 (re-activation + upgrade) = $335.04, but only the re-activation and upgrade fee, which was $110.17, was refunded.
  
  
  Business Response /* (4000, 13, 2022/09/10) */
  Dear*************,
  
  We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A refund in the amount of $224.87 has been processed on September 7, 2022. Please allow 7-10 business days to see the funds reflected in your account ending 3007. Thank you for sharing your feedback.
  
  Respectfully,
  
  Membership Support
  Hilton Grand Vacations
  
  
  Consumer Response /* (2000, 15, 2022/09/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received full refund for this experience.

• Initial Complaint

  Date:08/13/2022

  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.

  Diamond Resorts International has been sending me threatening letters regarding a timeshare purchase that defaulted over 12 years ago. The installment acceleration notice dated 7/9/2022 that I just received, states that the interest is now **** days past due, which is 12 years. They are threating legal action. This delinquent account is well over 7 years and should have defaulted years ago. I need them to explain why are they harassing and threatening me after 12 years. Delinquencies/bad debts fall off of your credit report after 7 years. This alleged default/debt was never on my credit report and after 12 years of alleged default, it can't be reported now. This membership cancelled years ago and was never used by myself at anytime.

  

  Business Response

  Date: 08/13/2022

  Dear ***********************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. A **************** Specialist called you on August 12, 2022 to address your concerns. Also, an email was sent on the same day as requested. Should you have further questions, please contact the **************** team. Their contact information is provided on the email. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts