ComplaintsforHilton Grand Vacations, Inc.

• Initial Complaint

  11/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a HGV package in the latter months of 2019 for $223.86 with plans to use for vacation in 2020, was not able to use in 2020 due to Global Pandemic. I called HGV customer service to inquire about refund due to the Pandemic was told that package would be extended to 2021. Went on vacation in November 2021, it was then that I find out that none of the additional features/incentives were given. The representative that solicited the package to me stated that on top of the 5day, 4night stay I would also get 25,000 HHonor points and free tickets to one of the theme parks in Orlando which was the prime motivation for me paying for this package. Because my grands were looking forward to the theme parks I ended up paying nearly $500 to the parks. HGV did a bait and switch on me instead of refunding my money when I called to request it in 2020 they took my money without providing what they promised. I want HGV to honor the package that I purchased with all the incentives that were offered at that time. I did my part I went, I listened to the 2hr presentation. Now give me my 25,000 HHonor points and refund for 2 adult tickets to Universal Orlando theme park.

  

  Business response

  01/06/2022

  Business Response /* (1000, 5, 2021/12/13) */ Dear Janice ********** Our Marketing Guest Experience team has contacted you on December 8, 2021 to address your concerns. Should you have further questions, please contact Guest Experience Team. Their contact information is provided on the package confirmation. Thank you for taking the time to share your feedback. Sincerely, Membership Support Group Hilton Grand Vacations

• Initial Complaint

  11/23/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  contract #: ******** We are requesting a deed in lieu of foreclosure in order to offer our timeshare back to Diamond Resorts due to a variety of misrepresentations by your sales representative, which occurred at the point of sale. We have received your correspondence related to the options we have in relation to canceling our timeshare contract, but as you know that is not what we are seeking. We believe that this type of cancelation would benefit both parties and will leave us satisfied. It's more than a fair offer given the circumstances. Please be aware though that we are ready to continue on depleting all of our resources to achieve this cancelation.

  

  Business response

  12/03/2021

  Re: BBB Complaint: ******** Consumer: *******************
  (Our Account No. ************
  Dear ****************:
  Please accept this letter as our formal response to your email dated October 29,
  2021, regarding the complaint (the "Complaint") filed with your office by **************
  **** against Diamond Resorts ("Diamond").
  ******* takes the concerns of our guests very seriously and we appreciate you
  bringing **************** concerns to our attention and allowing us the opportunity to
  review and respond.
  After reviewing **************** correspondence, we note that she has not brought any
  details regarding her complaints to our attention so we may respond in a
  meaningful manner. Should she wish to discuss her concerns, ************ is
  welcome to contact our ********************** team at her convenience for
  assistance at ************.
  At this time, ************ is not eligible for surrender due to balances on her loan and
  maintenance fees.
  Sincerely,
  *************************
  Legal Assistant
  Corporate Headquarters
  See Attachment/File: BBB Response - ****.pdf

  Customer response

  12/09/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We are unsure as to why a surrender program was never brought up before. That is information that should have been relayed to us when we originally had asked to be released. If we are behind on our payments then we feel a deed in lieu of foreclosure would benefit both parties and would leave us both satisfied. So, we are formally are requesting a deed in lieu of foreclosure in order to offer our timeshare back to Diamond Resorts. This is due to a variety of misrepresentations by your sales representative, which occurred at the point of sale. We have received your correspondence related to the options we have in relation to bringing our account current but as you know, that is not an option for ***. We will sign a NDA as well and will not pursue any further action. We look forward to your reply.

  

  Business response

  01/04/2022

  Re: BBB Complaint: ******** Consumer: *******************
  (Our Account No. ************
  Dear ****************:
  Please accept this letter as our formal response to your email dated December 22,
  2021, regarding the complaint (the "Complaint") filed with your office by **************
  **** against Diamond Resorts ("Diamond").
  ******* takes the concerns of our guests very seriously and we appreciate you
  bringing **************** concerns to our attention and allowing us the opportunity to
  review and respond.
  As stated in our prior response, we once again note that ************ has not brought
  any details regarding her complaints to our attention so we may respond in a
  meaningful manner. ************ is not eligible for surrender due to balances on her
  loan and maintenance fees.
  Sincerely,
  *************************
  Legal Assistant
  Corporate Headquarters
  See Attachment/File: BBB Response - **** 1.pdf

• Initial Complaint

  11/23/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought this timeshare with the impression that we could resell if we found it wasn't for us, as per the sales representatives sales speech. "High demand" were the words I think they used. Well, we found that it wasn't for us. We can no longer use some of the destinations we were promised when we bought the timeshare due to our inability to receive the COVID-19 shot. We tried to go through their resale department, but they said our $20,000 timeshare was only worth $2,000 and there would also be a 25% resale fee.

  

  Business response

  12/17/2021

  Business Response /* (1000, 5, 2021/12/01) */ Dear Peter *******, We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. Our Portfolio Services team mailed you documentation on December 1, 2021 to address your concerns. Should you have further questions, please contact Portfolio Services. Their contact information is provided on the documentation. Thank you for taking the time to share your feedback. Sincerely, Membership Support Hilton Grand Vacations

• Initial Complaint

  11/22/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello, since March of 2020 I have attempted to exit my timeshare responsibility/ownership with Diamond Resorts thru their TRANSITIONS program, which offers owners of timeshares a way out of their obligation if they meet certain criteria. Among these, you have to have no balance owed on your loan, current on your dues, no reservations for use of the timeshare, and not working with a Timeshare exit company. I meet all of these guidelines. I have in the past attempted to exit ownership thru an exit company, but that relationship ended over a year ago, but I still continue to be turned down due to, and I quote "Basedd on the documents you have provided our review team has denied your request for transitions due to your affiliation with the third party exit company". Attached, you will find the letters I have provided from the exit company (TLC) clearly stating they no long represent me. I will also share with you via email the email train with Diamond Resorts. I honestly don't feel that their Transition program is a real opportunity for people like myself that basically was sold a bill of goods around what their timeshare and ownership was all about (not a great investment as they tell you, fees go up quickly, which they don't share that either, and reserving your timeshare is very difficult even though you "own" it). Interestingly, part of Diamonds request was for me to provide complaints I filed against TLC... that is the pot calling the kettle black. Of note, I can't even use the timeshare as I am attempting to exit it (one of the provisions). Now, after 18 months, it is time for me to pay my annual fee again... for something I will never use.

  

  Business response

  12/03/2021

  Re: BBB Complaint: ******** Consumer: *************************
  (Our Account No. **********
  Dear ****************:
  Please accept this letter as our formal response to your email dated November 23,
  2021, regarding the complaint (the "Complaint") filed with your office by Mr.
  ************************* against Diamond Resorts ("Diamond").
  ******* takes the concerns of our guests very seriously and we appreciate you
  bringing ****************** concerns to our attention and allowing us the opportunity to
  review and respond.
  As ****************** has been advised by our Transitions team, due to prior affiliation
  with a third party exit company ("TPE"), he is no longer eligible to participate in our
  Transitions program. Diamond requires documentation, in addition to any
  withdrawal of representation letters, to be provided for review to reinstate Mr.
  ******* eligibility for this program.
  That being said, ******* requests that ************** provides any of the following he
  may have pertaining to his relationship with this company:
  receipts of payment
  any refunds
  any possible complaints filed against the TPEs such as through the
  Better Business Bureau or the state Attorneys General
  internal correspondences (i.e. emails) with the TPE
  Once received, we would be able to review ****************** application at that time.
  Sincerely,
  *************************
  Legal Assistant
  Corporate Headquarters
  See Attachment/File: BBB Response - *****.pdf

  Customer response

  12/16/2021

  **Please see supporting documents**
  
  
  Transitions request 1373505
  NVBB 90213531
  
  Hello, I have continued to provide you documentation that CLEARLY STATES that I am not working with the timeshare exit company that I was working with in 2018 and early 2019. Your denial continues to be, and I reference your email from November 24th (attached below) stating "
  
  
  
  We have been advised by our review team, that additional information/documentation showing that you are no longer working with an exit company is required, in order for you to be eligible to participate in the Transitions program.
  
  
  
  I have provided on multiple occasions letters directly from TLC ******************************* stating I am not longer working with them and they are no longer working with me to assist in my need and desire to exit this fully paid relationship. You will note the letter from TLC pros, signed by ************************* (email to him is also attached from November 2020) that he clearly states "To whom it may concern - we are no longer working on/obligated to cancel the timeshare for ************************* as of 1/27/2021. I have attached these letters again for your reference. I have also pasted screenshots to this email for your simply reference, below. If I am turned down due to working with an exit company, I would request proof that I am, as anyone can clearly see that I am not. This has been going on for two years now, so I continue to be assessed annual fees (which may be why you drag this on?) even though I meet all of your guidelines. As prior asked, I would like names and contact information of supervisors or those that make these decisions, yet I have not received anything.
  
  See Attachment/File: Attachments

  Customer response

  12/16/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thanks for the response, however I have provided letters directly from TLC dated in early 2021 that they are no longer working with me and are not representing me. I have submitted those multiple times however nobody will say what else is needed. If there is further documentation than what I have provided (and the letter clearly states they are not working with me), please let me know what that is... I have resent those documents again this morning and included the BBB on that request.

  

  Business response

  01/04/2022

  Re: BBB Complaint: ******** Consumer: *************************
  (Our Account No. **********
  Dear ****************:
  Please accept this letter as our formal response to your email dated December 16,
  2021, regarding the complaint (the "Complaint") filed with your office by Mr.
  ************************* against Diamond Resorts ("Diamond").
  ******* takes the concerns of our guests very seriously and we appreciate you
  bringing ****************** concerns to our attention and allowing us the opportunity to
  review and respond.
  As advised in our prior response, Diamond requires documentation, in addition to
  any withdrawal of representation letters, to be provided for review to reinstate Mr.
  ******* eligibility for this program. After reviewing ****************** attachments, he has
  provided a withdrawal letter and nothing else we requested.
  For his perusal, here is the list of documentation that is we requested regarding
  his affiliation with a timeshare exit company.
  receipts of payment
  any refunds
  any possible complaints filed against the TPEs such as through the
  Better Business Bureau or the state Attorneys General
  internal correspondences (i.e. emails) with the TPE
  Once received, we would be able to review ****************** application at that time.
  Diamond is not obligated to offer an exit program, and we do not approve any
  individuals who have worked with a TPE in the past without pertinent
  documentation of that affiliation provided for our review.
  Sincerely,
  
  *************************
  Legal Assistant
  Corporate Headquarters
  See Attachment/File: BBB Response - ***** 1.pdf

  Customer response

  02/26/2022

  I have provided emails between myself and the exit company. With the withdrawal letter TLC provided, you have the evidence I am not working with an exit company. I have at this point sent communication to your CEO Mr *****

  

  Business response

  03/30/2022

  Re: BBB Complaint: ******** Consumer: *************************
  (Our Account No. **********
  Dear ****************:
  Please accept this letter as our formal response to your email dated February 26,
  2022, regarding the complaint (the "Complaint") filed with your office by Mr.
  ************************* against Diamond Resorts ("Diamond").
  ******* takes the concerns of our guests very seriously and we appreciate you
  bringing ****************** concerns to our attention and allowing us the opportunity to
  review and respond.
  After reviewing ****************** account, we note that the deedback necessary to file
  for surrender of his deeded week has already been mailed to him as of March 24,
  2022. Accordingly, ******* will consider the matter closed.
  Sincerely,
  *************************
  Legal Assistant
  Corporate Headquarters
  See Attachment/File: BBB Response - ***** 2.pdf

*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. ↩