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:07/20/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We "won" a trip with Diamond Resorts back in 2017. Attended the winners meeting and were pressured into purchasing a sample vacation package. We stayed in ******, ** for our free weekend where we were then told it was a timeshare and not what we had agreed to at the first "winners meeting". We immediately called, filed a complaint that we were lied to and were told the account would be immediately closed and that our funds would be returned. It has been a nightmare from that moment on. One that has since damaged our credit as they are still claiming we owe $3500. We have tried everything to get this resolved, even trying to make payment arrangements to clear it off or credit and this company refuses to help. They are a SCAM,a FRAUD and lie to get "members".

  

  Business Response

  Date: 08/02/2022

  Dear *************************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. A Resolution Specialist called you and emailed on July 27, 2022 to address your concerns. Should you have further questions, please contact the Resolution Specialists team. Their contact information is provided on the sent email. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  

• Initial Complaint

  Date:07/18/2022

  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 knew this wasn't going to work. When Hilton said we'll give you 500 points to just listen to our pitch for a 4 day 3 night stay I said sure. I listened and then was promised 2500 points if I actually took the package for $276 order************
  I NEVER received the 500 points. I then realized this was a really horrible pitch to take money. I called and was told they'd get me the 500 points but they never did. I then was told I could only get the trip if I checked in on a Wednesday because the 2 hour pitch was only on Thursdays. They never said this before I purchased. I would never have agreed. You also cannot stay at any Hilton hotel which they don't tell you. Only certain ones are covered in this package. If I had known this and that the 500 points was only a way to lure you closer to paying for the package that is hard to schedule I would never have done this. I can't trust Hilton anymore. This package is misleading and if you can avoid please do. You don't even get the points why would anything else work out. They don't disclose everything so they can get your money then don't follow through.
  

  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 9, 2022/08/03) */
  Dear*************** ,
  
  We are sorry your experience with Hilton Grand Vacations was less than satisfactory. Our Marketing team has reached out to you and addressed your concerns to your satisfaction. Please allow 7-10 business days for the funds and Hilton Honors points 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, 2022/08/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  This is reasonable. Thank you.

• Initial Complaint

  Date:07/18/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Member Number: *********. We are writing to express our complete frustrations with Diamond Resorts. We want to get the word out to anyone reading these reviews to never ever sign up with this company. I, *****, have recently spoken to one of their representatives over the phone and she was completely emotionless. All she could basically tell me is that we have to pay everything off and then we have to give them more money to exit out of our contract. She stated otherwise there was nothing else that she could do and there are no other options. What a joke! Our representative **** in our original presentation was very persistent and pushy even though we told him multiple times "NO". He promised us that this would be very easy to use and we would be able to go anywhere that we wanted. After we stated "NO" several times he proceeded to bring his manager over who tried to work out numbers with us and still we said "NO". The manager at this point became extremely agitated stating "I've given up my afternoon to make a great deal for you! And you are turning it down?!" In hindsight, this truly makes us upset because he had the nerve to say this when he wasted four hours of our lives pushing something that has absolutely no value. In 2019, We spoke with a representative named ******* in which we completely expressed our frustrations on not being able to use this as it was supposed to be an owners meeting. She then began to explain that the reason why we could not use it to its full potential was because we did not have enough points. She stated to us that once we upgraded that day we would have more advantage to go where we actually wanted to with no problem. She knew good and well that even after we walked out of that room that we still would not be able to utilize our timeshare. She just wanted to make a saleWe want our money returned to us for what these representatives have put us through. Diamond Resorts has no problem condoning the actions of these manipulative people

  

  Business Response

  Date: 07/27/2022

  Dear ***** and ***********************,
  
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. Our **************** team reached out to you via phone and email and was not able to reach you . Another follow up e-mail and certified letter was sent to you on July 26,2022 addressing your concerns. 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
  

  Customer Answer

  Date: 08/03/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Dear BBB,
  
  I just saw your email and wanted to let you know that we are NOT satisfied at all with Diamond Resorts response. We have paid nearly $20,000 dollars to receive Dream vacations and we have NOT been able to stay a Single night in the resort of our choice. They always offer you a sub par / second rate resort instead. Contractually they have NOT kept their part of the bargain! I will NOT consider this resolved until they issue us a full refund, cancel our membership for good and return our credit score to good standing! We have been manipulated and lied too. I do NOT trust this company one bit!! They are only interested in making sales and collecting annual membership fees. (Which only go up I might add!)
  I tell everyone I know to Never do business with Diamond Resorts International!
  
  Please let me know that you received this email and what our next course of action is.
  
  Thank you for your help in this matter!
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/15/2022

  Dear ***** and ***********************,
  
  We are sorry you are not satisfied with our previous response. Our **************** representative tried reaching out to you on August 9th, August 12th and August 13th to address your concerns further. A certified letter was sent on August 15th.Should you have further questions,the contact information was provided in the letter. We consider this matter closed
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  

• Initial Complaint

  Date:07/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My prepaid package was canceled on 4/12/22. I was told to wait 8-10 weeks for a refund check since the credit card used was closed. However, more than 12 weeks have passed but still did not receive any refund. Called a few times last couple weeks but no help and was told to wait a little bit more. But I felt I had waited long enough. My prepaid package # **********. I paid a deposit of $349.00. Please help to resolve this matter and issue me a refund. Thanks
  

  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 9, 2022/08/10) */
  Dear **************,
  
  We apologize your experience with Hilton Grand Vacations has been less than satisfactory. Your marketing package reservation has been cancelled and refunded. Please allow 3 to 6 weeks for check delivery. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Hilton Grand Vacations

• Initial Complaint

  Date:07/18/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out to your offices in regard to my Diamond Timeshare. We have been going back and forth with them for a while now as we have asked for our ownership to be terminated. They have continued to deny us and they are now not responding to us at all. This was supposed to be something that our family would be able to enjoy often. We thought we would be able to trust ******* after all the incentives we received. It made us feel like they had our best interest at heart. Sadly, nothing is good about owning this timeshare. It is nothing more than an endless money pit. We will not be attempting to book trips through Diamond any longer and need our account to be closed for good. We have tried to use the timeshare several different times but have only successfully booked a trip once. There is never anything available that would work for our scheduling or at locations we are interested in. Even when we call **** months in advance there is still nothing. The timeshare is oversold. The one time we did use the timeshare was in October when we went to **********. We booked this trip through Diamond 6-7 months in advance and even received confirmation. As the date got closer we decided to contact the resort to handle some last-minute things. They told us that there was no reservation in our name. This took many days to be resolved. We almost canceled the trip altogether but eventually one of the employees was able to get things resolved. No one was ever able to give us a clear answer as to why there was so much confusion. It was a very frustrating experience. On top of it all this is not something our family can afford. Since our purchase, my wife and I have gone through a total of 5 surgeries, a layoff, reduced wages, and more health issues. The money we are spending on the timeshare needs to go to our daily necessities. Not to this company that has very little to offer. The timeshare purchase has been very difficult for all of us.

  

  Business Response

  Date: 07/30/2022

  Dear *************************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. Our **************** team has contacted you by email on July 25, 2022 to address your concerns. Should you have further questions, please contact **************** at your earliest convenience. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  

• Initial Complaint

  Date:07/17/2022

  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 received a "promo" for a hotel stay, which had 4 locations to choose from. It looked like an offer from the Hilton Hotels, where I have stayed before. I booked a 3 night stay based on the fact that one of the hotels was pet friendly - I needed a hotel which would allow me to bring my 2 dogs with me and my husband. We don't have anyone to watch them and always bring them along in our vacations. I received a message the following day asking me to call a phone number to confirm the reservation. When I did I realized it was a timeshare scam and I doubt the email came from the Hilton Hotels. I was also told that if I wanted to bring my dogs with me I'd have to pay full price. At that point I asked how I could get a refund, since that "deal" was looking impossible for us. I was told they did not give refunds. I tried to return to the offer I chose to check the details and the webpage didn't exist anymore. The "offer" was no longer available. I requested a refund anyway, but never received it, so I'm assuming it wasn't granted. I double checked the "small print" on the message I received and although I do see the obligatory attendance to a sales pitch (which I wouldn't mind attending though I know at this point I'd never buy anything else from them ever again!). But I didn't find anywhere any mention to a "no refund" policy. In my opinion that should be clearly stated, as bona fide businesses usually do. I felt deceived, scammed, cheated out of my money. By the way this whole deal went down, I'm convinced this is a scam that operates in bad faith. I just want my money back and I'm sure I'm not the first one to fall for this con. There are probably lots of people out there who fell for this scam and lost their money.
  
  Thank you!
  
  ***************
  

  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 9, 2022/08/09) */
  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, 11, 2022/08/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company had already contacted me and the refund was made that same day. Thank you BBB for resolving this problem. As a suggestion to the company, I'd say they could simply offer refunds to their customers, as most businesses do, without them having to resort to the BBB for mediation. I'm just grateful I had the BBB to help me out on this.

• Initial Complaint

  Date:07/16/2022

  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 am requesting a refund from Hilton Grand Vacations.
  Confirmation Number:
  ********
  The Pre-Paid Package Included:
  4 day / 3 nights stay at an area hotel or resort PLUS 25000 Hilton Honors Points
  Total Paid:
  $273.90
  
  As a Diamond member of Hilton Honors, I was offered this promotion of 4 day / 3 nights stay at an area hotel or resort PLUS 25000 Hilton Honors Points. The offer would be in one of their Southern California resorts where my wife and I would need to attend a 2-hour sales session. I purchased this in December 2021.
  On June 25, 2022, I called Hilton Grand Vacations to request a refund as I am moving to Texas at the end of this month for a permanent move and told them that we were in the process of getting a divorce and didn't want the vacation anymore in order to save money. Through the 15 minute conversation, the customer representative offered me different solutions to not to refund me the money, and I declined only wanting a refund. She put me on hold and a few minutes later said that I would be refunded the full amount, taking 30 days. It's been 15 days but the problem is two-fold. 1. I never received an e-mail confirming the refund. 2. I sent a request via their contact us site asking for an update and didn't receive a response. In my mind, they didn't want to issue the refund and are delaying it or don't intend to provide it. I would appreciate BBB's assistance to get me the refund as requested.
  

  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 9, 2022/08/02) */
  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, 11, 2022/08/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They responded after receiving this request and confirmed the refund, which has been completed. Thank you!

• Initial Complaint

  Date:07/15/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a time share with Diamond Resorts in ********* ****** on January 2nd, 2022. I was told that if I didnt upgrade that I wouldn't be able to will the membership to my children and that I would have to hand over the time share after 10 years of paying for it. I was also told that Diamond Resorts was being bought out by Hilton and this was the only opportunity that I had to upgrade to an ownership. About a week after leaving my vacation from ***** I became aware of the fact that the company and its representatives altered my yearly income from $50,000 to $150,000 by putting a 1 on the form after I provided my signature which illegally qualified me for a loan to purchase the higher ownership. I was told that I would pay $44,404.00 for the time share but with the taxes I would actually pay $120,000.00. The representative told me that i could pay my maintenance fees by using the Barclays credit card and that I would earn triple the points when using it for Diamond Resort related purchases. I realized that this was misinformation after I spent $3,000.00 on an ****** trip and only earned $25.00 in rewards. I was told that I could use my points in order to pay towards my maintenance fees but when I traveled to ****** on a dream vacation I was informed by the representative that I had been given misinformation. I was illegally qualified for a loan due to the company misrepresenting my earnings after I signed the paperwork and I believe that due to that misrepresentation that I deserve a refund of the $9,806.93 that I've paid so far.

  

  Business Response

  Date: 07/22/2022

  Dear *********************** ,
  
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. Our Senior Resolution specialist reached out to you through written correspondence per your request to address your concerns. Should you have further questions, their contact information is provided in the documentation. We appreciate you taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  

• Initial Complaint

  Date:07/14/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau,I'm wanting to reach out because it has been a very difficult and frustrating experience whileowning with Diamond. This has been an ongoing battle for about a year now of ** trying to endour contract and I feel like we haven't really gotten anywhere. When we try to talk about optionson getting out of our contract, we are shut down immediately.The customer service is not livingup to the expectation they say they are. No one is really willing to hear us out on themaintenance fee issues, they are absolutely outrageous. How is anyone supposed to be able toafford thousands of dollars in a maintenance payments?Please help us out this is something that needs to be corrected. We can't continue our servicesand no one is willing to listen to us.Thank ********** *****************************

  

  Business Response

  Date: 07/28/2022

  Dear *************************,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. Our **************** team has attempted to contacted you by phone on July 19 and 21, 2022. Emails have been sent on the same dates to address your concerns. Should you have further questions, please contact **************** at your earliest convenience. Their contact information is provided on the emails sent. Please check your spam box in case you have not received their emails. Thank you for taking the time to share your feedback.
  
  Sincerely,
  
  Membership Support
  Diamond Resorts
  

• Initial Complaint

  Date:07/12/2022

  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.

  Better Business Bureau:I seem to be getting nowhere with true answers on my loan and its closure. Diamond Resorts seems to enjoy capturing and torturing its members that are simply wanting out of their grasp. I have been trying to confirmation on this closure for quite some time. People deserve to be treated better by a business. I understand that there has been a lot going on in this world that has even impacted places such as Diamond Resorts but that is no excuse for the lack of customer service that their members were promised. This has been a long uphill battle with Diamond Resorts and all that I am asking for is that they automatically terminate my loan as they promised that they would in a written correspondence. I have reached out towards the end of last year and have gotten no response. Please help me get this matter resolved!

  

  Business Response

  Date: 07/25/2022

  Dear ******************* ,
  
  We are sorry your experience with Diamond Resorts has been less than satisfactory. Our Hospitality team reached out to you via phone and email and was not able to reach you . Another follow up e-mail was sent to you on July 21,2022 addressing your concerns. 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