ComplaintsforHilton Grand Vacations, Inc.

Vacation Timeshare

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Initial Complaint
10/09/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 9/28/24, while in *********, we were approached by a Hilton Grand Vacation Resorts *** offering free perks in exchange for attending a 90-minute presentation. Despite initially declining, we were persuaded to attend after being assured we didnt need to buy anything and the glorious amount of perks we would get at the end. After the presentation and tour, we declined offers from multiple ***s, including Vacation Counselor ***** and Finance Manager, due to poor timing and obligations to our daughter's college payments and the location not being Hilton quality. ****, another ***, then offered a Hilton Honors credit card, stating it would not be a hard pull but a soft pull with no payments required that day. He gave the impression as if it would be a credit line, we agreed, thinking there was no commitment. However, on 10/9/24, we received an AmEx card in the mail with a $1,695 charge from 9/29/24. Hilton Grand Vacation VIP team claims we signed a contract, but we have paperwork with no signatures, as we did not agree to any purchase.
Business response
10/16/2024
Dear Stephanie Briscoe,

We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our VIP Team cancelled and refunded your marketing package reservation. Please allow 10 – 12 weeks for the funds to reflect in your account. We appreciate you taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer response
10/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22403279, and find that this resolution is satisfactory to me.

Sincerely,

Stephanie Briscoe
Initial Complaint
10/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We didn't receive the ****** Hilton Honor's Points that were promised after we attended the owner update presentation in ******* I have called the ******************** who couldn't help me. I asked to speak to a supervisor, left my information, and she never returned the call. I then emailed Hilton (attached email) and have received no response. It is customary for Hilton to offer these rewards after sales presentations so owners will attend. Per a ******** group, the ******* locations are rather known for not carrying out their promises. All I want is the ****** points that I was promised. They claim they have no information in their computer and my email is not valid since it has the incorrect location, which I explained in my email.
Business response
10/24/2024
Dear **** ********,

We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Membership Support Team emailed you on October 24, 2024 advising that ****** Hilton Honors points has been added to your account. Thank you for taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer response
10/24/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ********
Initial Complaint
09/28/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Diamond Resorts (now owned by Hilton Grand Vacations) has a Transitions Program, **************************************************************************************************************** that I applied to on March 28, 2024. They notified me that my request was being processed and I spoke to a representative on the phone and it appeared that I met all of the requirements. I waited for more information and on June 5, 2024, I emailed to check on the status of my request and was informed that the program was temporarily paused.I am requesting that Diamond Resorts (Hilton Grand Vacations) process my request in a timely manner. Diamond Resort's unpredictable processing of requests is deceptive. If they are no longer offering this program, Diamond Resorts should remove the info from their website and officially notify all customers of this change of policy via email/mail.
Customer response
10/04/2024
I spoke to Director of Transitions Department, Jan Anderson, and she notified me that they will be able to process my request at the beginning of 2025. I am also able to continue using my points during 2024. I will follow up with her in January 2025. The issue has been resolved.
Business response
10/11/2024
Dear Stanley Johnson,

We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Transitions Team spoke with you on October 4, 2024, addressing your concerns. As part of your ownership, our seasoned Club Counselors will continue to offer to assist you in making the most of your membership. You may contact a Club Counselor at 877-374-2582 (U.S. and Canada) or 702-473-7601 (international). The Club Member website, member.diamondresorts.com, has a wealth of learning tools available as well. Thank you for taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer response
10/16/2024

Better Business Bureau:

I spoke to Director of Transitions Department, Jan Anderson, and she notified me that they will be able to process my request at the beginning of 2025. I am also able to continue using my points during 2024. I will follow up with her in January 2025. The issue has been resolved.

Sincerely,

Stanley Johnson
Initial Complaint
09/27/2024
Complaint Type:
Product Issues
Status:
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.
On July 30, 2024, my husband **** and I paid ****** to Hilton Grand Vacations for a promotional package that would give me a 3 night/ 4 day stay at one of 12 properties they listed. When I called to try and schedule the visit 6 months out on a random weekday in March, I was told there is no availability. I tried 2 different hotels and was unable to book at either. Hilton is not following through on the service they offered and I am requesting my money back.
Business response
10/15/2024
Dear ******* ******,

We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from 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
Initial Complaint
09/27/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Per the uploaded letter to Hilton Grand Vacations Club with supporting documents, effective 14 May 2024, ownership of HGVC Time Share Property was transferred from my deceased mother, **** B. ******* (acct number ********* to myself, **** *******, and my sister. Sadly, my mother died last year on 14 Dec 2023. Took several months to work transfer of ownership through probate process. While the property was still under my mothers ownership in 2023, she only expended ***** points of her ****** annual allotment in Apr 2023. That left ***** unused 2023 points available to be rolled over (saved) into 2024. Numerous e-mail notes, followed up by phone calls to numerous HGVC offices (e.g., Club Services, ********************************************* attempting to capture the unused 2023 points and roll them over to our new account. After many phone calls and being repeatedly handed off to other departments, none of which knew what to do to resolve the issue, I asked to make an appointment to meet face-face with an HGVC official in authority at the ************** (********************************) to get this issue resolved. I was then told that the office was not regularly staffed by management or HGVC counselors, as they all now work remotely from home and managers only come in occasionally as needed. My frustration has reached its limits. Im left with no other recourse but to send this last letter to HGVC management and the Better Business Bureau to get some satisfaction resolving this rollover of unused points issue.
Customer response
10/08/2024
Today we received a very courteous call from a Hilton Grand Vacation Club Resolution Specialist, ******** ****. She resolved the issue raised in our letter 22 Sept 2024 letter originally submitted to our complete satisfaction. We appreciate their diligence in resolving the issue and any assistance the BBB was able to provide. Thank you!!

Business response
10/11/2024
Hello **** *******,

We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Resolution Team spoke with you on October 8, 2024 and resolved this matter to your satisfaction. Your club points have been reinstated and transferred to your account. Thank you for taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Initial Complaint
09/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In January 2023, I booked a Hilton Grand Vacation package for $168.37 knowing that I wouldn't be able to use the first year. The agent I spoke to knew this as well. Unfortunately, all the dates I wanted to book were never available. The frequent phone calls were to the point of harassment - phone calls were daily and sometimes twice a day. I finally booked a date for next month to stop the harassing phone calls. On 11 Sept 24, I received a phone call and an e-mail to confirm the trip next month. Replied to the e-mail that I was traveling internationally and to not call me again until the last week of September. However, I received two more phone calls in the middle of the night in *********. There is no communication between the agents - every phone call is with a different agent. The trip next month has been cancelled due to health reasons and possible shoulder surgery due to an injury that is not healing. I do not know when I will be able to book this trip and last minute bookings are impossible. I requested a refund, but was informed that this package was non-refundable. I am asking someone higher up at Hilton Grand Vacations to approve a refund.
Customer response
10/01/2024
The form was signed and faxed today from the *****************************; my printer at home is not working. Please let know if you did not receive it and I will try to e-mail it.
Thanks,
***** L ******
Business response
10/11/2024
Dear ***** ******,

We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from 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
Initial Complaint
09/24/2024
Complaint Type:
Order Issues
Status:
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.
I am deeply disappointed with Diamond Resorts and HGV services. As a ********* owner, I initially purchased my ownership, believing it would be a fantastic opportunity to travel affordably whenever and wherever I wished. I was assured it would save me travel costs and serve as a worthwhile investment. Shortly after my first purchase, I was pressured to upgrade to HGV Max, being told that without this upgrade, I would lose access to Diamond Resorts and be unable to use my existing ownership. I later discovered these claims were untrue and managed to cancel that contract and receive a refund due to Hilton identifying issues with Diamond's sales practices.Despite this, I am still bound by my original contract, even though I have repeatedly expressed my desire to cancel my full membership. I feel misled and deceived by the company and wish to sever all ties with them. My attempts to communicate this have been met with refusals, citing the contract I signed. While I acknowledge signing a contract, I was led to believe by their sales team that this would be a beneficial opportunity. Instead, it has become a financial burden. As a single mother managing living expenses, a timeshare I cannot utilize does not align with my needs or budget. I am certain I could vacation independently for a fraction of the cost. I need assistance in resolving this matter.
Customer response
09/30/2024

I, ____Kourtney Napper________ hereby authorize that the complaint received by Better Business Bureau has been submitted by the individual(s) that entered into a marketplace relationship with Hilton Grand Vacations, Inc..

Further, I am representing that the complaint is a truthful account of my experience with Hilton Grand Vacations, Inc.

Date of original purchase: 6/11/2021

Dates of any additional purchases: 2/10/2022

Signed: Kourtney *. ******

Date: 2/10/2022

Phone Number: ____**********_
Customer response
09/30/2024
Attached signed copy.
Business response
10/15/2024
Dear ******** ******,

A representative from our ****************** Team spoke with you on October ******* addressing your concerns. Should you have further questions, please contact ******************. Thank you for taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Initial Complaint
09/19/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I initially bought a Hilton grand vacation for ******** ******* and paid ******. Then I switched to ******** and paid another ******. I was scheduled to go to ** on 9/10 with a 9/11 tour at the Hilton Club in ********. I continually received emails from Hilton telling me I was still scheduled for *******. So I contacted *** and ******** who assured me everything was changed over and my trip was set. The day before I left for **, I called the reservation site and they had no scheduled trip. I ended up scrambling, trying to find a hotel at the last minute since flight tickets were already purchased as well as other activities. This was a huge inconvenience and on top of that I have yet to get my refund.
Business response
09/27/2024
Dear **** ******,

We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from 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
Customer response
09/27/2024
I already sent the form back to you, in your email, printed, signed and uploaded as you requested. Why am I getting this again???
Customer response
10/07/2024
what is wrong with you. I have sent many emails and responded to every request to get this settled NO IT HAS NOT BEEN SETTLED I already said this. WHAT IS GOING ON THAT YOU ARE NOT SEEING MY EMAILS OR RESPONSES
Initial Complaint
09/17/2024
Complaint Type:
Product Issues
Status:
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.
A few months ago i got a call from Hilton Grand Vacations and after a very long call I agreed to a three night package to a Hilton property in *************. Since that call, dealing with Hilton Grand Vacations has been a hassle. The last nail in the coffin was yesterday when i got a call from Hilton Grand Vacations to confirm our trip in October and was told parking at this property was $45 plus taxes per night. That would add up to 150 dollars. I have had it with Hilton. I asked specifically on the initial call if there were any additional expenses. I was told no. Hilton Grand Vacation has lied to me several times.Look at the attachment, it says the balance due of $0. But in reality, i have to pay $150 for parking which is outrageous. I would like a refund of $283.86
Business response
10/11/2024
Dear ******** *****,

A representative from our Guest Experience team reached out to you via phone and email on October 2nd,3rd ,9th,2024. A voicemail was also sent. In order to move forward with addressing your concerns please contact our Guest Experience team. Their contact information is provided in the email. Thank you for taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Initial Complaint
09/16/2024
Complaint Type:
Product Issues
Status:
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.
In regard to our Diamond Resorts/Hilton Grand Vacations timeshare ownership. We have reached out several times due to several unmet expectations and misconceptions that were presented to us during the sales process, but they seem unwilling to help us.We were assured of the flexibility of using the timesharespecifically, that usage would be easy and accommodating to our schedules. This has not been our experience at all. We were told there would be no blackout dates, which influenced our decision to invest in the timeshare membership. However, we have not been able to find any availability when looking, and in fact, we have never even used the membership.We were told our maintenance fees would total approximately $1100. To our astonishment, upon receiving the statement, we discovered they now amount to $3,000. This unexpected increase, nearly tripling the anticipated cost, is unjustifiable to us, especially considering we have never utilized the timeshare.For these reasons, along with several others, we have reached out to them directly requesting to cancel our membership as we feel like we were misled. We are at a loss as to where to go next to get this resolved.
Business response
10/07/2024
Dear Arlisa Colson,

A representative from our Portfolio Services team reached out to you via phone and email on September 26,2024, and October 1st ,3rd ,7th , 2024. A voicemail was also sent. In order to move forward with addressing your concerns please contact Portfolio Services. Their contact information is provided in the email. Thank you for taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations

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ComplaintsforHilton Grand Vacations, Inc.

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