Complaints

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:06/11/2025

  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.

  I initially sent an email to Grand Pacific on May 20th. Shortly after, I received a call. We returned the call the next day, or maybe 2 days later. We spoke to someone named ***** who detailed the exit strategy and process for our timeshare at ********. We were excited. Unfortunately, soon after ***** called back and said that Circle J was NOT taking deed backs any longer, or until Sept, They're waiting for a meeting or something. My two biggest issues are:I think Grand Pacific should honor what was originally told and allow us to deed back our timeshare. It makes sense for a company to stand by what it says.Secondly, I understand the resort is having issues, but with Grand Pacific in your corner to assist and support, we should not be denied exit. Again, they should honor what they originally said they would do.Thanks *********** ****

  

  Business Response

  Date: 06/20/2025

  Dear BBB,
  
  After reviewing complaint, the Mr. **** is an owner with the ************* at *******************This property is currently in the final stages of dissolution of the association. This process has been ongoing for the last 2 years. At the end,which is roughly in the next 60 days, he will no longer own the timeshare. The result is the same as if he were to deedback now versus letting process complete. We reach out to Mr. **** on June 12th and explained the final stages of the dissolution and end of ownership. He understood and we are considering resolved. 

• Initial Complaint

  Date:05/01/2025

  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 filing this complaint against Grand Pacific Resorts/GPX due to significant financial strain and misleading practices associated with my timeshare purchase. I am nearing retirement, and this timeshare is an untenable financial burden. I feel trapped by the growing financial commitments, including a $22,000 mortgage and $1,500 annual maintenance fees, which I can no longer afford. These fees will become an inherited obligation for my children after my passing, which deeply concerns me.During the sale, I was subjected to relentless, high-pressure tactics. These included hours-long presentations and repeated upselling. I was told that combining deeds and reducing fees would improve my situation. Instead, these promises resulted in additional expenses and no notable benefits. I made this purchase in good faith believing it would simplify vacationing, but it has failed to deliver on its promises. To date, I have only used the timeshare once.When I reached out to GPX requesting a resolution, they only suggested I attempt to sell it through ***********. This is not a practical solution for someone in my position, especially as I approach retirement. I do not have the time or resources to wait for an uncertain resale process in a market that seems oversaturated. I asked if they had a program to assist owners in situations like mine, but they appear unwilling to offer any form of relief.More affordable and flexible alternatives, such as ****** and vacation memberships, exist, which makes me deeply regret my decision. This timeshare is now a financial weight that I am unable to bear. Yet *** continues to demand payment without providing an equitable exit solution. Their failure to address the needs of owners facing financial challenges feels exploitative.I urge the BBB to investigate GPX for their lack of support, as well as their use of aggressive and misleading sale. I am seeking assistance in fully divesting from this timeshare to alleviate this hardship.

  

  Business Response

  Date: 05/14/2025

  Dear BBB,
  
  Upon review of complaint, Mrs. ****** purchased original unit in 1998 with the Carlsbad Seapointe Resort. In July 2024, Mrs. ****** purchased a second unit at the Hilton Grand ************** at ********. The new unit has ***** points every even year, within the Hilton Grand ************** (HGVC) program. She subsequently upgraded to a larger unit with ***** points every year, in November 2024.  In February 2025, Mrs. ****** traded in both her original unit at ****************** Resort and new unit from November at the Hilton Grand ************** at ********, for a new larger unit with ***** points every year. 
  

  The points contract gives Mrs. ****** the ability to book reservations using points with HGVC, anywhere from 9 months to 30 days out from desired reservation date, and are based upon availability. If owners do not utilize points in the year of use, points expire at the end of the year. Owners have the option to rescue points for an additional year. If points are not used within timeframe outlined or rescued, points are lost.
  

  As Mrs. ****** has an active loan on the property, they would need to get in contact with the Advanced ***************** (***) *********** to discuss options they have available to them. A representative from *** has corresponded with Mrs. ****** several times since February 2025 regarding her request to relinquish ownership. They will reach out to owners again this week to discuss options.

• Initial Complaint

  Date:03/25/2025

  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 am writing to respectfully request the voluntary surrender of my ownership interests in two properties managed by Grand Pacific Resorts. These include my timeshare at Hilton Grand ************** at ********, which I purchased on January 30, 2016, for $18,730.00 under Inventory Number GMP653418BZ, and my timeshare at ****************** Resort, which I purchased on February 14, 2019, for $45,720.00 under Inventory Number MCS20426CZ.When I first became involved with these resorts, I truly believed I was making a smart and lasting investmentone that would offer long-term flexibility, enjoyment, and even the potential to pass something valuable on to family. Unfortunately, over time, I have come to realize that the promises made during the sales process were not fully accurate. I was told that these properties would hold resale value, be easy to transfer, and serve as financially manageable vacation opportunities for years to come. Instead, I now find myself facing significant annual costs and mounting financial pressure, with little practical use or recourse.Though I appreciated the quality of the resorts and enjoyed my time there in the past, the ongoing financial obligations have become unmanageableparticularly now, as I approach 80 years of age and am living on a fixed income. My annual timeshare-related expenses across all properties now exceed $30,000, and I can no longer sustain this burden. My goal is simply to bring this chapter to a respectful and peaceful close.I am not asking for financial compensation or reimbursementI am simply requesting the opportunity to return the deeds to Grand Pacific Resorts through a deed-in-lieu of foreclosure or other voluntary surrender process. I believe this is a fair and reasonable step, given the circumstances, and I hope your team will consider this request with understanding and compassion.Sincerely, ***** O. ******* Inventory #: ************************ Email: *******************

  

  Business Response

  Date: 03/26/2025

  
  Dear BBB,
  
  We have reviewed the complaint from Mr. ******** This is the first we are hearing of his request to surrender his properties. Unfortunately, at this time, it is too late to complete a deed-in-lieu, as both of his ownerships were foreclosed on at the end of 2024. Mr. ******* is no longer an owner with us. 

• Initial Complaint

  Date:02/18/2025

  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 are writing as timeshare owners of the **************** under Grand Pacific Resorts to raise concerns about our unsatisfactory experience with the program. Initially, it was presented as a valuable deal, but we have since realized that we can take more affordable vacations without being tied to this timeshare. Despite staying up to date on all payments, we are facing significant challenges. Due to age and medical hardships, we are unable to travel and believe we should have the option to cancel the contract. Additionally, the process of booking vacations has proven to be extremely difficult, and we have concerns about passing this obligation onto our children. Attempts to reach out to Grand Pacific Resorts for cancellation options have been met with no response. We are seeking a resolution in the form of a cancellation of the timeshare contract to address these ongoing issues. Have someone reach out to us as soon as possible so this matter can be settled.

  

  Business Response

  Date: 02/28/2025

  Dear BBB,
  
  After reviewing, Mr. ***** purchased a unit at the Grand Pacific Palisades Resort back in 2000. He purchased a floating week in the odd years in a 2-bedroom unit.  Additionally,Mr. ***** along with co-owner Mrs. ****** purchased a second unit in 2009. They purchased a floating week in the odd years in a 2-bedroom unit, at the Grand Pacific Palisades. This gives the owners the ability to book anytime between weeks 1-25 and *****, based upon availability.  Alternatively, they can release their floating time at Grand Pacific Palisades for access to points within the Hilton Grand ************** (HGVC).
  

  Since purchasing, owners released both their weeks at Grand Pacific Palisades in order to utilize points with ****. Once points are released, reservations using points with HGVC are based upon availability and can be booked anywhere from 9 months to 30 days out from desired reservation date.
  

  We reached out Mr. ***** & Mrs. ****** today via email per their request with options available for possible resolution. We are awaiting a return response. 

• Initial Complaint

  Date:12/06/2024

  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.

  Weve tried to reach out to cancel the timeshare, but our concerns have been ignored, and the company continues to send us bills despite our clear financial struggles.We can no longer afford the payments associated with this timeshare, and its just not realistic for us to continue covering the annual fees. Ive asked for the proper documentation to surrender the property back to them, but we havent received any help or guidance on how to move forward.We need *********** Villas to provide the necessary steps to cancel this contract. Its frustrating to be ignored when were trying to address this ******** asking for your help in getting them to respond and work with us to resolve this matter.

  

  Business Response

  Date: 12/13/2024

  Dear BBB, 

  While we sympathize with Mr. ******** current situation, we are unable to assist with his request. Grand Pacific Resorts is no longer the management company for their *********** Villas. They would need to reach out to the Resort directly regarding this request. 

• Initial Complaint

  Date:11/26/2024

  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.

  Upon reviewing my credit report, I noticed an account from ******************************************* that I have no knowledge of. I have never opened or authorized this account, nor have I received any communication regarding this alleged debt. This debt appears to have been added to my report without my consent or verification.

  

  Business Response

  Date: 12/04/2024

  Dear BBB,
  
  We has received two complaints in reference to the same account. Complaint ID #******** and #********.
  
  Upon review of complaints, ********* and ******* ****** purchased unit at the *************************** ************** at ******** back in 2023. They purchased ***** points, every odd year, within the Hilton Grand ************** program. Owner have an active loan on this property; having made payments faithfully since purchase.
  
  We reached out to owners today and left messages on both numbers. 

• Initial Complaint

  Date:11/25/2024

  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.

  We request assistance in resolving an ongoing issue regarding the closure and deedback of our timeshare account. We have been ignored repeatedly, and our frustration has reached a ******* September, they communicated that they would accept *** **** totaling $1,382.88, with an additional deedback fee of $500.00, making a total payment of $1,882.88. We promptly paid the *** **** expected, with the understanding that the release paperwork would soon follow,allowing us to pay the remaining deedback fee. However, we were later informed that our deedback would not be honored and that we would be responsible for upcoming dues in January 2025 pending a board meeting that inexplicably affects our situation. Our expectation was that this payment would sever our ties with this burden. Not only have they failed to uphold their end of the agreement, but this could be perceived as a deceitful business practice. We wanted out of this because we have never received the expected benefits of the program due to misrepresentations and lack of availability. They agreed to reclaim the ownership and should now act accordingly. We demand confirmation of the closure of our account and considering the situation, they should waive the remaining $500.00 for causing this stress and additional frustration.

  

  Business Response

  Date: 12/13/2024

  Dear BBB,
  
  We have reviewed this complaint from owners ******* & ****** *****. We do show a few attempts from the Banks requesting to be released from ownership with the Riverpointe Napa Valley this year. All requests received are documented and were responded to accordingly. In August, we sent email to ******************** which advised them of our standard process for cancellation in order to submit for approval. As the Board has final authorization, we were unable to guarantee approval.
  
  In October,we reached out to ******************** and advised that the Board denied their request presently, however their request will be re-evaluated at the next Board meeting in ******* 2025. Their request is on the list for approval at the ******* meeting and we will be in touch by February with the Board decision.

  Customer Answer

  Date: 02/26/2025

  This is our formal request to reopen the BBB complaint. As February draws to a close, we are still awaiting the companys response regarding the boards decision on our now second cancellation request following the ******* meeting. It seems deeply unfair for the company to require payment of fees, only to subsequently deny our requestespecially when they gave the impression that approval was likely once payment was made. We would never have agreed to pay unless we had been assured it would secure a release. Otherwise, it feels as though the timeshare holds all the leverage, demanding payments in exchange for yet another uncertain chance at consideration for cancellation. How is this equitable?
   

  

  Business Response

  Date: 02/28/2025

  Dear BBB,
  
  We have reviewed owners response. Our title department reached out last week to get in contact with ******************** regarding their request. They left message and emailed them and are awaiting a response. We also reached out again today to discuss and left message for ********************. 

• Initial Complaint

  Date:11/22/2024

  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.

  I have identified this debt as inaccurate and made in error. I am not liable for this debt, and I am requesting that the Better Business Bureau assist in resolving this matter.

  

  Business Response

  Date: 12/04/2024

  Dear BBB,
  
  We has received two complaints in reference to the same account. Complaint ID #******** and #********.
  
  Upon review of complaints, ********* and ******* ****** purchased unit at the *************************** ************** at ******** back in 2023. They purchased ***** points, every odd year, within the Hilton Grand ************** program. Owner have an active loan on this property; having made payments faithfully since purchase.
  
  We reached out to owners today and left messages on both numbers. 

• Initial Complaint

  Date:10/30/2024

  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.

  Dear *** or Madam,I am writing to express my ongoing concerns with Grand Pacific Palisades Resorts (GPP). Since my last correspondence, I have contacted *** by phone on 4 occasions to inquire about the release of the *************************** (***) fees. I was informed by **** in the ****************** that the new HOAs would not be released until the end of November or December 1. Unfortunately, the responses I receive seem to vary depending on whom I speak with, or the day I call.I also asked him to verify if ***** had removed us from the Installment Plan for paying our HOAs. Although he confirmed that a notation was made, no changes had been implemented at the time. He explained that no adjustments would occur until ********************* issued the ****************************************************************************************************************** Full. ****** explanation leaves me uneasy, as the status remains pending.Moreover, I am concerned about my points for 2027 automatically transferring to Hilton, which could complicate our Deed Back process. They transferred my 2025 points in December of 2023 and had me call different departments of different companies only to tell me nothing could be done in getting those points back to terminate. We are not even in 2025, so that was not completely clear to me either. Consequently, in not wanting this automatic transfer to happen going forth, I reached out to ******, in ************** at ***, who assured me that he updated the system to remove the auto-transfer of our points to ******, ensuring they remain within GPP. I am reaching out to BBB to assist in ensuring that my request for a cancellation is resolved promptly and adequately. I feel I have been given the runaround using a stall tactic only to charge me additional monies as time progresses for 2025 HOAs on a facility I dont even use. I appreciate your attention to this matter and look forward to a resolution.Sincerely,**** *****

  

  Business Response

  Date: 11/22/2024

  Dear BBB,
  
  We did speak with Mrs. ***** are several occasions regarding when the 2025 statements and amounts would be available. We did not have a specific date for when they were scheduled to be mailed at the time. We can confirm that the request to switch to annual billing for 2025 was completed within 24 hrs of request being submitted.

  
  Statements were batched for printing on November 13th, 2024. We have spoken with ********* since statements were mailed out to address on file. Mrs. ***** called in on November 15th, 2024 and resolved her account. We submitted account to our title department for processing and email was sent via our title office around November 22nd, 2024.

  
  We have removed the auto-release option for future points as of today, to avoid future issues. Mrs. ***** can work directly to finalize all necessary paperwork. 
  

• Initial Complaint

  Date:06/24/2024

  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.

  We have been trying to exit our timeshare agreement, but the fee associated with the board-approved plan is more than we can afford. To find a feasible solution, we submitted a counteroffer to Maverick Resorts. Despite numerous emails and phone calls following up on our submission, they have not responded.This lack of communication has left us feeling frustrated and ignored. We are unable to proceed with the timeshare cancellation process without their cooperation. Maverick Resorts' failure to respond to our inquiries is unprofessional and demonstrates a lack of commitment to resolving its customers' issues.

  

  Business Response

  Date: 06/25/2024

  Dear BBB, 

  While we understand *********************** frustration, Grand Pacific Resorts is not affiliated with Maverick Resorts and will not be able to assist with this request.