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.

close

Find a Location

Hilton Grand Vacations, Inc. has 119 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/12/2022

  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.

  Our frustrations with Diamond Resorts continue to grow more each and every day as we still have not received any information that our account has been closed. We have assumed that they were moving forward with the closure of the account since they sent a letter that they sent back in August stating that they would be canceling the membership. We have never in our lives dealt with such a bad company that prolongs to hold us completely hostage like this. These people do nothing but try to ruin people's lives. There is no reason to hold on to someone like this just to keep a black cloud over our heads. We have let them know that this was a financial struggle, to begin with, and we have many both essential bills as well as medical bills to attend to. We have told them that this has caused much anxiety, and depression and we have other health issues that hinder us from even traveling much. Yet do they care? ABSOLUTELY NOT! HEARTLESS! We want answers and we want them NOW! We have tried to do the right thing and reach out to them but they do not bother to even respond to us. We would never recommend owning a timeshare not even to our worst enemy. They have stolen our money and our trust.

  

  Business Response

  Date: 08/12/2022

  Dear ***** and *****************,
  
  We are sorry your experience has been less than satisfactory. Our **************** team reached out to you on August 9th , August 10th, and August 11th to address your concerns. A follow up email was also sent . Should you have further questions, their contact information is provided in the email. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  

  

  Business Response

  Date: 09/08/2022

  8/27/2022
  Dear Mr. * **************
  
  Your most recent feedback has been submitted for follow up. A representative of the **************** team will contact you; please allow 3- 5 days for response.
  
  Respectfully,
  
  Membership Support
  Diamond Resorts
  
  
  8/30/2022
  Dear ***** and ******************
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. A representative of the ****************s Team has attempted to contact by phone an email on August 18 and 23, 2022 and, a certified letter has been sent on August 23, 2022 to address your concerns. Please contact the ****************s 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
  
  
  
  9/8/2022
  Dear ***** and ******************
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. A representative of the **************** Team has attempted to contact you by phone and email on September 1st, 3rd and 6th, 2022. Also, a certified letter was sent to you on August 24th, 2022 and September 6th, 2022 to address your concerns. We would appreciate you contacting us by responding to the email we sent if you would like us to arrange a time to discuss this matter further. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  
  
  
  

  Customer Answer

  Date: 09/09/2022

  8/16/2022
  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  BBB COMPLAINT SUMMARY
  
  Did not respond can not get straight answers want cancellation.
  
  My husband and I do not travel a lot. Our trip out West was planned for 2014 when I retired from teaching high school for 34 years. We were not able to make this trip. In 2019, our dream trip was finally possible. Our first stop was ******, *******. Never traveling to ****** before, we went to the welcome center. We asked the girl at the desk if there were any tours that were available. ****** was gorgeous, and we wanted to see as much of it as we could. At our age, we might not be able to travel out west again. The girl at the desk told us we could go on a free tour. My husband and I asked her what was the catch. She told us we had to attend a 60-minute presentation at The *************** Golf Resort by Diamond Resorts. This was the resort we were staying at. My husband and I had never been to a timeshare presentation, but we have relatives who have. We took our tour. The tour was ridiculous. A guy in a van drove us around to a few places, and then he stopped and played some type of instrument. My husband and I couldn't believe this tour is what we signed up for. We practiced saying "No," several times the night before and the day of the presentation. We really did not want to go. Now, I wish we had never gone! The first guy was a very polite guy who just moved from *********. He drove us around on a golf cart and showed us around the *************** Golf Resort. When we came back to the presentation area, we explained, at our age, we really didn't need a timeshare, nor could we afford one. He seemed disappointed, but didn't try to push us. He left for a minute. (I wish we had walked out then!) Another guy came and talked to us about what a good opportunity it would be to have a timeshare. He told us it would be a good investment. My husband and I are on fixed incomes. When we were having some financial issues years ago, because my husband was laid off work, we had to take equity out of our house. We also refinanced it so that we could pay bills. Our home would have been paid for three years ago, but now, we still have a mortgage. The second guy that came to talk to us was writing down on paper how easy it would be to invest in a timeshare. We said, "No." He left for a few minutes, and then another guy came in. This guy was showing us how much our monthly payment would be if we invested in a timeshare. Again, we said, "No." Next comes the third guy, who offered us a free all-inclusive trip to ******, and a free cruise, too, but we had to make a down payment of around $7,000. Of course, we said no again. Then the fourth guy came in. He lowered our down payment, but he took away our free Hawaiian vacation and cruise. Then, he started talking to us personally. He asked personal questions about us. My husband told the guy that he was a ******* Veteran and also a cancer survivor. This guy told us he would be back in a few minutes. Then, the big guy comes in. He sat down and told ****** thank you for your military service, and he congratulated him on being a cancer survivor. Then he said, "This is what I'm going to do. I am going to give you back your free all-inclusive trip to ****** and your free cruise. I am also going to give you ****** points of my own for you to use every other year over the next five years. He sat down and worked out a monthly payment for us, but we also had to put down a down payment of $2,995.00. By this time, we had been with these guys for six hours. We were worn down physically and mentally. We had just traveled approximately **** miles. They made everything look so good and affordable. We stayed at that office for SIX hours. We thought we would be receiving ***** points a year, when actuality, we were only going to get *****. This is not counting the ****** points we were given to be used every other year for five years. Finally, we said yes, and they all congratulated us. We were then sent to an office where we had to sign a lot of papers. That took another hour or so. I think we may have been the last ones to leave for the night. My husband and I still had 10 days left for our trip out west. Never did they tell us we could cancel after a certain amount of time. They really were very vague about everything. My husband and I questioned ourselves about the investment, but we still had ten days left for our trip out west and we wanted to enjoy it. They asked us if we were doing this under duress and financial hardship. We said no, because we thought we were just going to be making a $193.00 a month payment and that's all. They did mention there were maintenance fees, but they were about $1,000 a year and would stay that way. We thought we could handle the payment. Little did we know how much the maintenance fees would be, because they waived the maintenance fee for the first year. Our maintenance fee for the second year was $1,700! Also, we were told we would have to attend a meeting to "learn more about Diamond Resorts." We took a trip to *********, ********, to learn more about our timeshare. We were taken to dinner and then to a ****************************** and *************** concert. I felt like I was in h*** because of the *************** concert, the stripper poles, and vulgarity from the Diamond Resorts people who took us to the concert and offered us adult beverages. This bothered my conscience tremendously. The day after the concert, we attended a meeting to learn about Diamond Resorts. It was not a meeting to learn about Diamond Resorts. It was a high-pressure sales pitch to get us to upgrade. We saw about three guys. Finally, I told my husband I was going to the room and he couldn't do anything without me, so we escaped that time! Because of the Covid pandemic, we had to cancel our free, all-inclusive trip to ****** we were looking so forward to. Our travel was restricted. We finally used our timeshare two times within a period of two weeks apart in November, 2020. We traveled to *******, ********, which is about five hours away, because we could not find anything available for the places we wanted to go. We stayed at the Diamond Resorts -************************. Our room was a studio apartment which was very small, but that's what we signed up for because that's the only thing we could afford. The ice machine didn't work. It was in November, and our room was probably about 85 degrees. We were sweating while our neighbors were freezing! The next morning, we had to attend a Diamond Resorts meeting. The guy talked us into upgrading. He explained that we only had ***** points a year, and if we committed a little over a hundred dollars more a month, we could have ***** points a year. This made sense, since ***** points wouldn't provide us a very good vacation. We bought this timeshare in hopes we could take a good vacation each year. We also had to pay a down payment. They did not tell us our maintenance fees would be higher because we upgraded. Our first year payments of $ ****** was spent on interest. This shocked me and I wanted to get out! When we called Diamond Resorts, there was never anyone available to help us. There is a page on ******** about Diamond Resorts. It is not set up by Diamond Resorts. It is mainly a page that contained complaint after complaint. Most of the things I learned about Diamond Resorts were through this page created by a disgruntled owner. I always assumed our points would roll over if we didn't use them. That's what we were told. One of the members on this Diamond Resorts page on ******** told me to make sure I saved my points because"tomorrow would be the last day to save 50% of them!" We were NEVER told about saving our points. Because of that member relaying that information to me, I was able to save 50% of my points. If I had known, I would have saved 100% of them, because we did not use our timeshare until November, 2020. We purchased it in June, 2019. Our grandson was born in August, 2019. Because of keeping him full time, it was hard to find a time to travel. When we did in May, 2020, ***** restricted travel to ******, and we were not able to use our timeshare until November, 2020.
  
  There were numerous representatives that spoke to us during the initial presentation. Each one had a sales pitch why we should invest in Diamond Resort Timeshare. They showed us all these pamphlets of places we could visit if we had a timeshare. They told us we could have all these points to use and we would not have to pay anything for the vacation including airfare. We were told the properties would be exceptionally nice. They mentioned maintenance fees but were not forthcoming with the escalation of fees over coming years. I feel we were very mislead by the representatives regarding the overall timeshare presentation. They were not forthcoming about: Maintenance Fees, Points and how they were to be used and told us they would roll over automatical
  
  8/24/2022
  I returned Diamond Resorts phone call and spoke to a representative who told me the person who called was unavailable and could she put me through to voicemail.
  I agreed and left voicemail identifying myself and my phone number letting her know I was returning her call to please call me back. I still have not gotten a call back. For them to say they could not reach me is false.
  
  8/30/2022
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Converse via email can never get them on the phone. Also it is a paper trail not he said she said.
  
  9/9/2022
  The response on 9/8/22, from Diamond Resorts is not accurate. We have reached back numerous times to no avail. We got a call, if I am correct, from a location showing ********. The person on the voicemail could not be understood. Being a ******** Veteran I must say this did not set well with me. This company is about as untrustworthy any I have ever dealt with. What we are asking is legit just cancel our membership.
  
  

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While this is my first experience with a timeshare, I have been part of Hilton Honors for years and have never experienced anything like this.
  From the first conversation, I have been lied to and tricked into purchasing with Hilton Grand Vacations.
  Some one filed out a form with my contract, stating three reasons why I joined Hilton Grand Vacations, signed my name but spelled it incorrectly.
  The sales rep said multiple times that he was "throwing in" 15,000 "bonus points". He told us the points would offset the maintenance fees or we could use the points for cruises or airlines.
  What he did not tell us was the 15,000 points would be distributed in 5,000-point increments over a three-year period beginning May 2022.
  I was told I would receive a $200.00 resort credit. I was never told that it was for a future stay, that I had to make that reservation, complete the stay, fill out paperwork, submit, and then I would receive a***** gift card.
  The reimbursement covered the hotel room only and did not actually total $200.00.
  I was told this "purchase" would be a tax benefit.
  I was told there was a "buy back" and Hilton would buy the property back at any time. I was never told it had to be paid off.
  I was told what a great investment this purchase would be.
  I was told that my credit score would not be affected. Shortly after, my credit score dropped significantly.
  
  I was lied to by Hilton Grand Vacations and if it were not for the years of positive experience being a Hilton Honors Member, I would never stay at another Hilton property based on this timeshare experience.
  

  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 9, 2022/08/30) */
  Dear ***************,
  
  
  Our Portfolio Services team mailed you documentation on August 30th 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 Vacations

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'd like to make a complaint about this company. I have been put through hoops trying to book or cancel the packages I purchased. I received a sales call after staying at the Palm Canyon resort in Palm Springs asking if I'd like to purchase a vacation package through them. I specifically asked if I would be able to use the package at the resort I stayed in previously and was told I could. When I called to book I was informed that Diamond Resorts is no longer booking that location. I was now past the time to cancel the purchase (I believe 3 months) and all other locations are minimum of 7 hours from me. I have tried to speak with company leaders about my frustrations and they have been unable to make this right. Today I called and attempted to book a trip nearly 30 days out ta your Las Vegas location and was told it was unavailable. When I question the customer service person on the other line, he was very condescending and disconnected the call. This is completely unacceptable. It is impossible to get in touch with anyone with authority at this company and anytime you ask to speak with a Supervisor your are told there is no one available on the floor and they wouldn't be able to help anyways. I am blown away by the lack of service this company provides and the inability to make things right for the customer. The policies are rigid and there is no flexibility to see the bigger picture and how to provide good service here. Steer clear of doing business with Diamond Resorts.
  

  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 13, 2022/08/30) */
  Dear ***************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. A Representative of the Marketing department attempted to reach you on August 16th,22nd and 23rd . A follow up email was also sent . Should you have further questions, please reach out to the Marketing team their contact information is provided in the email. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts

• Initial Complaint

  Date:08/12/2022

  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 received 2 letters from ******* dated April 29, 2022, Notice of Defaults, regarding contract numbers ******** and *********. It states that if the account remains delinquent for 14 days after the date of the letter, our membership will be terminated. This is the 2nd set of letters we have received from Diamond, and no action has been taken. These threats have been going on for 1 1/2 years. We are not *******'s prisoners to be held hostage. The Diamond salespeople have misled us from the beginning of the contract even to the point of constant threats to Foreclose. We are tired of the harassment from Diamond when they are the ones that will not follow through on their threats. Waiting is not going to change a thing. We have had all of Diamond Resorts that we want. We do not want to be affiliated with a company with dishonest representatives.We hope this complaint to the BBB will do us some good in getting Diamond Resort's attention.

  

  Business Response

  Date: 08/12/2022

  Dear ***** and *******************,
  
  We are sorry your experience has been less than satisfactory. Our **************** team reached out to you on August 9th , August 10th, and August 11th to address your concerns . A follow up email was also sent . Should you have further questions, their contact information is provided in the email. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  

• Initial Complaint

  Date:08/11/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Diamond Resort promoted false advertisement about points system for traveling. This is not claimed to be an investment but an unnecessary debt. I lost my job and requested to close my account and was told I was not allowed to until full payment of the account was received. Also had a death in the family yet I was still being harassed by Diamond Resort for payment. I've requested several times to close my account and stop payment. Assistance with this matter would be greatly appreciated.

  

  Business Response

  Date: 08/11/2022

  Dear ************************* ,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. Our **************** team attempted to contact you on August 5th , August 9th
  and August 10th to address your concerns . A follow up email was sent to you . If you need further assistance, please reply to the email that was sent .Thank you for taking the time to share your feedback .
  
  Membership Support
  Diamond Resorts
  

  Customer Answer

  Date: 08/16/2022

  8/16/2022
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My complaints regarding Diamond Resort now called Hilton were clearly stated to the company on why we stopped our payments. It had NOTHING to do with affordability period! It was 100% the scam in which the company sold me on and thousands of others. My family does not need any disrespect from the staff within the Diamond Resort/Hilton company to portray as if we are people in a financial strain.
  
  If this was paid off, and thank God we did not waste that money; we would never pay the company to take back a paid-off timeshare that the company will put back into inventory, and resale for full retail. Also, we all know resale on the public **** etc are a waste of time since there is no value. The only people buying these are people on vacation, in a vacation mind set being lied to from sales people. I've been around, and that is why my words hit home with this company.
  
  I will be filing AG complaints respectfully this week. I will not stop filing complaints on Diamond Resort now Known as Hilton until my voice is heard, and this timeshare has been cancelled due to deceptive sales practice.
  
  Please advise,
  
  
  *************************
  
  
  

  

  Business Response

  Date: 08/30/2022

  8/30/2022
  Dear *************************,
  
  We are sorry you are not satisfied with our previous response. A representative from our **************** team attempted to reach out to you on August 23rd , 25th , 27th to address your concerns further. A follow up email and certified letter was sent to you on August 27th. Should you have further questions, their contact information is provided in the email. Thank you for taking the time to share your feedback.
  
  Membership Support
  Diamond Resorts
  
  
  

• Initial Complaint

  Date:08/11/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are wanting an update on our account. We have a Notice of Default dated April 29, 2022. We have made no payments to Diamond and want to know what actions have been taken. Is the account still open, closed, or in foreclosure? In all honesty, it should have not gotten to this point as the company did not work with us to correct a simple release. At this point, we just want this closed.We want any and all contracts canceled with Diamond. (#*******G & ********). Once they provide us with Mutual Releases for both contract numbers showing closure, we will sign. We are not going to sign a Mutual Release on one contract only to move that over to the other contract, which was what we have been trying to address this whole time. The only reason that we did not send back the Mutal Release for both contracts is that in the ******** release line 7 it states that it would reinstate the *******G. To us, that is conniving as they sent us the release for *******G as well but with that statement in the ******** release, it is contradicting. We reached out to have this corrected but it was never done. It all boils down to we do not trust this company and we have learned to read everything sent to us by them. The only goal is to get these fully canceled and the wording should have been corrected, new paperwork should have been sent, and we would not be in this moment now.We are 82 years old and the purchase of a timeshare should have never been pressured on us. Would 81 years old not be passed the statute of limitations? We would think it should. No one should have been allowed to sell 2 elderly people on a fixed income timeshare. What in the world were they thinking? After we got home, **** got sick from prepping for a colonoscopy. We want this timeshare canceled. Why do we want it canceled? First, we did not realize what we were getting into and Second, we can't afford this expense on our fixed income and your salespeople should be cautious about selling to elderly people.

  

  Business Response

  Date: 08/11/2022

  Dear ********************* ,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. Our Resolution Specialist has reached out to you on August 8th addressing your concerns. Should you have further questions, please contact our Resolution Specialist. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  
  

  Customer Answer

  Date: 08/18/2022

  8/18/2022
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We do not accept this response as ******* wants to claim that they made us an offer and that we basically would have to pay. The problem is that they offered us Mutual Release on both these contracts! However, there was an issue with one of the two releases. 1801990G was fine and we enclosed a copy and sent it back. However, the one for18018792 also arrived at the same time and it states in line 7 "Upon cancellation of the Contract Diamond Resorts will reeinstateContract number1801990G for ***** points in the US Collections. The owner shall continue to be responsible for all obligations regarding the reinstated contract based upon the original terms and conditions included in the contract." Well why would we want to reinstate a contract that we had just signed paperwork to be released'! We tried to get clarification from the company and to send us new paperwork on getting this corrected We do not TRUST the company enough to not cancel the contract and found that it was just another conniving way to keep us instead of releasing us. We tried to get new paperwork and work with the company but it has turned out to bea ********* when all one of you simply had to do was send us the correct paperwork and we would have parted ways months ago. But no it has gotten to this point where we are having to voice our frustrations and concerns more publicly to get your attention. As you have stated that someone has reached out to udon August 8th to address our concerns. The only phone call we have received lately is to ask us for payment! How is that addressing the issue at hand? Someone at this company better make this cluster of mess right. And by making it right we mean correcting the mistake that was made on the paperwork that we have statedNUMEROUS times that needed to be corrected and let us go COMPLETELY as members ONCE AND FOR ALL!!!
  
  

  

  Business Response

  Date: 08/23/2022

  8/23/2022
  Dear *********************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. A representative of the Resolution Specialists Team called and emailed you on August 8, 10 and 22, 2022 to address your concerns. Should you have further questions, please contact the Resolution Specialists Team. Their contact information is provided on the email. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  
  
  

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Hilton timeshare in May of 2022.I had already purchased a timeshare the day before and they pressured me to purchase with Hilton instead and they helped me cancel the timeshare I bought the day before. About 12 days after I signed, I called Hilton to cancel because there was a death in my family which caused financial issues.I was told I missed the 5 day resigning period.I don't understand what difference a few days made especially since something awful had just happened to me.I recently explained my issues further to Hilton, I got turned down again.I explained that when I told the sales agents my income wasn't sufficient, I was told to use my boyfriend's income instead.They knew he was my boyfriend, not my husband.Therefore, they shouldn't have advised me to write down his income because I couldn't afford it on my own.Now, Hilton is making me feel like it was my fault that I just blindly believed them.It's actually their fault for telling me to do this like it was a normal thing to do.We are not together anymore and I can't afford these payments now.I signed this contract after 6 hours of long sales speeches and I was exhausted.In fact, there were many sales people talking to me while I was signing in order to distract me.On video while I signed, they agreed they told me one thing and I was seeing another but they kept insisting they were giving me a deal and I needed to sign to secure it.The complimentary stay and the free trip to Hawaii they offered to get me to sign wasn't free either.I am also having difficulty getting a real answer about my maintenance payments.They told me they were cutting my maintenance fees in half to seal the deal but it says full price on the contract.They said it was going to be $576 instead of $1152.This was not true.I was harassed recently over the phone about paying maintenance fees this year and two days later after I complained they told me they aren't due till next year.I have the attached bill to prove this.
  

  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 9, 2022/10/05) */
  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 October 5, 2022. We appreciate you taking the time to share your feedback.
  
  Respectfully,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:08/11/2022

  Type:Billing 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.

  During our vacation at the Hilton Grand Vacation Parc Soleil property in Orlando, FL we attended an owner update meeting. During that meeting the salesperson informed us that our current ownership with the Hilton Club in New York will expire in two years and offered a new package that had no expiration. The cost was to exchange our current contract for a new contract at a new location plus $9066.73. We provided a charge card to execute this deal but after calling the Hilton Club to verify contract expiration, we discovered that our current contract expired at the end of 2032, not in 2024. As a result, we cancelled the transaction immediately. We were assured that no contract or charges had been processed from the information we provided and my drivers license and credit card were returned. However, an unauthorized charge for $9066.73 was made to my account. If it was a mistake, an immediate credit needs to be made to my account.
  

  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 9, 2022/08/22) */
  Dear ****************,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. Our Sales Manager emailed you on August 12th to address your concerns. A refund was processed on August 12,2022 . Please allow 7-10 business days for the funds to reflect in your account. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:08/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/1/2022. I was offer a Hilton vacation package for 2nights/3days for $285.75. The sale rep told me the location, how nice the hotel is and the total cost. Later the same day, I received an email confirmation with instruction that I need to call a number to reserve the dates for this package. Today, I finally have decided on the dates so I called the number. The customer service rep informed me the dates I requested are not available and asked if I would like to change to differents dates so she can put me down in Hilton Timeshare presentation schedule. I asked her what timeshare presentation? She explained to me I must attend 2 hours of the timeshare presentation with the package I purchased. I told her in nowhere during the conversation I had with the sale rep had he told me about attending the timeshare presentation (They can pull the phone record). That's when I realized the sale rep was being dishonest and intentional misrepresent the product. If I had known I have to attend a timeshare presentation, I would not have purchase this package because I am well aware that I have to work remotely and there is no saying when I will be done with work. So in a responsible sense, I would not be buying such package to jeopardize my work. At first, the customer service rep told me that her management did not approve the refund request, but after I informed her again that the sale rep was being dishonest and deceptive by not disclosing important material information so the buyer can make informed decision. Again the customer service rep did take this matter to her management again and finally informed me that they have approved to refund of what I paid and I should see my refund back to the credit card I used between 5 to 7 business days but she can't provide an email confirmation. so I am writing this complaint is to let there be a record of this ordeal and the sale rep needs to be reprimanded. I will update weather my refund has been issued.
  

  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 9, 2022/08/24) */
  Dear *********,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. Our marketing team cancelled and refunded your marketing package reservation. Please allow 7-10 business days for the funds to reflect in your account. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  
  
  Consumer Response /* (2000, 11, 2022/08/25) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Hilton Grant vacation has refunded the full amount and also sent an email confirming the cancel request.

• Initial Complaint

  Date:08/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke with Angela P******(badge#*****) on 7/29/22 and I purchased a 5-day/4-night package for $599 plus tax to Flamingo Beach Resort, St. Maarten. I was promised a gift of 20,000 Hilton Honor points and she would waive the resort fees. I received my email confirmation and it only noted 15,000 points as a gift instead of 20,000. There was also no mention of the resort fees being waived. On 8/1, I called Hilton customer service and spoke with Nadia, and explained what I was previously promised with regard to the Hilton points. Nadia stated that she would have someone pull my call from 7/29 and someone would contact me in the next 3-4 business days. On 8/5, Nethelie called me and I assumed she was calling to discuss my 7/29 call. Instead, she was only calling to try and book the vacation for me. By, this time I'm highly disgusted because I'm expecting a resolution. Nethelie kept me on hold forever, and when she finally came on the line. She said that the points have been added to my account. However, I know that wasn't true because the points wouldn't be awarded until I completed the timeshare presentation. She followed up by saying that I would get an ema, il confirmation. When I also mentioned that I wanted to cancel the transaction. She said we never do refunds. In this case, I feel like a cancel/refund is warranted, As of today, I haven't received a phone call or email confirmation. I feel like Angela used dishonest selling practices. In the past when I've purchased these timeshares directly from Hilton customer service. The call was always transferred to a verification line. This did not happen and that's probably because Angela promised something she shouldn't have. I would like to cancel my transaction and have a full refund credited back to my credit card. I'm highly disappointed with how I've been treated.
  

  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Dear ****************,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. Our Marketing team cancelled and refunded your marketing package. Please allow 7-10 business days for the funds to reflect in your account. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations
  
  
  Consumer Response /* (2000, 7, 2022/08/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I spoke with a very nice gentleman and he apologized for the issue. My account has been refunded. I'm satisfied with the resolution.