Business Profile

Vacation Timeshare

Hilton Grand Vacations, Inc.

Complaints

This profile includes complaints for Hilton Grand Vacations, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,502 total complaints in the last 3 years.
365 complaints closed in the last 12 months.

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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:12/02/2024
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 called ***************** to ask a question after that question was answered They asked if I would hold on for 1/3 party and I would get 100 airline miles I agreed. The other business **** got on the phone and started giving me the sales pitch saying I can get 4 days and 3 nights in ***** all I would have to do is get the transportation to get me there .My resort fees were covered my parking fees were covered All for $225.63 and ****** Hawaiian airline miles. All I would have to do is this 2 hour presentation for a time share at the Hilton Grand property in *****. I had no problem with that .I asked if it was refundable the *** didn't really answer me on that he said I had a year to take this vacation. The ***resentative never read me any fine details of a contract until an email was sent with all the details. Here is where my problem is They said if I cancel I could be charged the full price of 1 night stay or more from what I read. Then it states I will be charged 1 night full resort fee If I don't qualify. I could be responsible for resort fees and parking. Nobody said anything about qualifying and qualifying for what. And I was told I would not receive my ****** airline miles until I finished my trip after I went to there 2 hour seminar.If I am reading #2 screenshot it states eligibility for their packages is only available to people that me certain criteria and ride in the state where their projects are for sale. That means Nevada residents if I am reading correctly.I live in ********** and I feel like I was scammed. If they would have sent a email first with a contract to read before I gave my credit card to charge I would have said no. I never agreed to the terms they sent in the email after I paid for package. I want out of the deal and a refund.
Business Response
Date: 12/07/2024
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 Answer
Date: 12/07/2024

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
Date:11/30/2024
Type:Customer Service 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.
This company called me to sell me a dream vacation. They offered Pigeon Forge and I was told that I would be able to book a the Resort at ************. I made sure that I told the Representative that I was only interested in the Resort as long as I can book for June 2025 because this would be my Anniversary gift to me husband and I. The Representative assured me that I would have no issues booking the resort during the time that I mentioned but I would only be required to do a 90 minute tour of which I agreed. I specifically asked again to make sure that this was on the phone call for record since it stated the phone call was recorded for customer service purposes. The Representative went on the give me the information for the Resort. I pulled up the Resort site and even the Representative discussed the rooms. The Representative certainly sold me on the resort. Once that phone call ended and I was all set I receive another phone call from another Representative. They went through the whole script and said they were calling to get me booked. The Representative named every Hotel in ************, EXCEPT the Resort of which was sole to me. They cave me ***********, Springhill Suites and I was like, I didn't get this package to stay at a *********** or a Springhill Suites and I have no desire to drive 5 hours to stay there. They went on to try and sell me *******, **. I advised the Representative that I am from Daytona Beach and I have no desire to go to *******, **. This went on for a few and then I told them that I was contacting my bank because this is a scam. A few weeks late another Representative called me with the same script to sell me the same and once again advised the same thing and hung up. These folks are selling a Resort package knowing good and well they have no intentions of holding up their end of the bargain and selling people a Hotel in lieu of the Resort. This is deceptive Business Practices and this business should be closed down.
Business Response
Date: 12/07/2024
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 Answer
Date: 12/09/2024

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. If I do not get my funds that was refunded back to me within 7-10 days, I will file again.

Sincerely,

***** ****-*****
Initial Complaint
Date:11/27/2024
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.
Hilton Grand Vacation (HGV) VIP Package was purchased on 8/25/24. The purchase was cancelled via certified mail. Confirmation of cancellation was received via email (attached) on 8/29/24. 90 days have passed and I have not received a refund.I called the number provided with the cancellation confirmation, and was told my claim would be "escalated," and someone would contact me. The 90 days are up, the refund should have already been made, I do not understand why escalation would be necessary, or that follow-up phone calls or emails are necessary to have this money refunded.
Customer Answer
Date: 11/28/2024
I have added an additional email from HGV, this email was received at the 90-day ***** which was stated as the maximum time to receive my refund.
I have also attached the authorization form with my signature.
Business Response
Date: 12/07/2024
Dear ****** *****,

We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our VIP Marketing Team cancelled and refunded your marketing package reservation. Please allow 3 - 4 weeks for the funds to reflect in your account. ***************************** Honors points was also added into your Hilton Honors Account as a gesture of goodwill. We appreciate you taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 12/17/2024
They did finally return my money. Not as promised in 90 days, but I did get it.
Initial Complaint
Date:11/25/2024
Type:Order 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.
Date of transaction, October 7, 2024 I Paid $29,000 with 2 **************** credit cards supplied by them, one for $19,500 and the other for $9,500. Today, November 25, 2024 they took $227.86, monthly payment from Hilton loan of $12,770.What the sales person told me was that since Diamond Resort wasn't going to get those points back ever, that it was better upgrade me to Hilton Max points so that later on I could sell it.I was invited to a presentation at check in. I told them my husband passed away and I wanted to exit the timeshare. They said it would be best for me to attend the meeting to talk to them about it. I was told by the sales person, ******* ***** (#******) I had to buy Hilton points to be able to sell them in the future. I have learned that this was not true. I cant imagine a human being acting so cruel. My husband and I originally bought ******** points before converting to Diamond points. We have two Diamon contracts. One contract is for ****** points and the other is ***** US Collection points totaling ****** points. I met on October 7, 2024, with ******* ***** (#******) The closing agent was ***** Torranzo (#****). I specifically told Sirleny that my husband passed away and that I was on a budget and I couldn't afford to pay the maintenance any longer, but this salesperson doesn't have a heart, she ended up selling me points to become a Hilton MAX member, saying that way later on I could sell the timeshare. I spoke to a licensed real estate person who informed me the points are really just Diamond points branded Hilton Vacation Club that have no resale value. Sirleny also told me that once I finished paying the Hilton loan, I didn't have to pay anything else. I asked many, many times if that was true and she kept insisting that after I paid off the loan, I didn't have to pay anything more, meaning no maintenance on anything else, and that if I gave the timeshare to someone or sell it, then, that person had to pay the maintenance.
Customer Answer
Date: 11/26/2024
To be clear, the purchased points was ****** U.S. Collection points for $48,000 with the adjusted purchase price of $40,980. The down payment was $29,000 (two credit cards from Amex) . The amount financed from Hilton is $12,770 at an interest of 16.99%.
So now I found out I have to pay maintenance on the ****** plus the points I had been paying, 21,000. My new maintenance bill is for $8,212.39, due on January 1st. Money that I do not have!!!!!!
The other thing they did to me was that the sales person didn't let my brother in law go in with me for the closing, which I asked an attorney and he told me it wasn't right. My brother in law was trying to help me with this, since my husband is no longer with us!!!!!!!!!
Business Response
Date: 12/09/2024
Dear ****** *******,

We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our ****************** Team has attempted to contact you by phone on December 9, 2024, to discuss this matter further and would appreciate you responding at your earliest convenience. Their contact information is provided on their email. Thank you for taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 12/09/2024

Complaint: 22603060

I am rejecting this response because: On Thursday December 5th at 2pm (AZ time) I had a phone meeting with *** ******, Senior Sales Manager, ******** Heed and Roma Sudzienski to discuss the problem. So after few questions that didn't get nowhere, and guessing he didn't believed me about what ******* *****, License #******, did to me, Mr. ****** said that mainly my problems was the financial hardship, which is very true, I cannot continue paying that kind of moneys. But also my complaint is about ******* *****, which if she continues with that company, a lot of people and families are going to be hurt.
Mr. ****** told me to call or email ********************* Help that they would sent me an application for financial hardship. The same day, Thursday, December 5th at 6:59pm I sent and email but they never responded. This morning, December 9th, I sent another email to that department and also to Ms. *********** telling her that the ******************** never responded to the emails I sent. This afternoon I got a phone call (I wasn't home, I had a Doctor's appointment) so I couldn't answer right in there, but, when I got home I called them back and spoke to *** (don't know the last name) and she told me she was the case manager assigned to me. After I told her may name and what Mr. ****** told me to ask for an application for financial hardship, she put me on a long hold, when she came back she told me that she didn't know why *** ****** sent me to talk to them. She said I should be speaking to the **************** to resolve this issue. As you can see, is one lie after the other. How serious and trusty this company could be???
(PS, If ******* ***** wouldn't lied to me in the first place, nothing of these would had happened!)

Sincerely,

****** *******
Business Response
Date: 12/19/2024
Dear ****** *******,

We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our ********* Sales Team is currently reviewing your case. Someone will follow up with you within 3-5 business days. We appreciate your patience.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 12/21/2024

Complaint: 22603060

I am rejecting this response because: Someone already contacted me, but I want to wait until I signed the cancelation papers. Also, there are two more contracts I mentioned in my complaint that haven't been resolved. These contracts were paid long time ago but my complaint is about the maintenance, I cannot affort it anymore!!!

Sincerely,

****** *******
Business Response
Date: 01/15/2025
Dear ****** *******,

We are sorry you are not satisfied with our previous response. A representative from our **************** Team sent a follow up email to you on January 15, 2025 addressing your concerns. Should you have further questions, their contact information is provided in the email. We consider this matter resolved.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 01/16/2025

Complaint: 22603060

I am rejecting this response because: I received the Mutual Release and Termination of Purchase and Security Agreement, I signed it and sent it back but I haven't get it back to me with their signatures. Also, I am waiting for the money owe to me. Until then I can't say the case is closed!!!!

Sincerely,

****** *******
Business Response
Date: 01/31/2025
Dear ****** *******,

We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our **************** Team spoke with you on January 14, 2025 and resolved this matter to your satisfaction. Your request has been processed. Please allow 3 4 weeks for the funds to reflect in your account. We consider this matter as closed.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 02/07/2025

Complaint: 22603060

I am rejecting this response because: I haven't get the money yet, once I get it I will consider it closed!!!!!!

Sincerely,

****** *******
Customer Answer
Date: 02/12/2025
I did answered couple of days ago!!!! I said I was waiting for the money they were sending me. Yesterday I got it and I am satisfy with the results. Thank you BBB for your help!!!!
Customer Answer
Date: 02/13/2025
I did answered couple of days ago!!!! I said I was waiting for the money they were sending me. Yesterday I got it and I am satisfy with the results. Thank you BBB for your help!!!!
Initial Complaint
Date:11/24/2024
Type:Service or Repair 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.
May ******* It was for $199+tax The promotion was you would get ****** hawaiian miles plus 3 nights at a Hilton resort and if booked within 30 days you get ****** Hilton points Called them about 5 times every time I was on phone for long time then the person would come back on phone and say the conceigre team is working on it they will call you and nobody has called
Business Response
Date: 01/11/2025
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. As a gesture of goodwill we also gave ****** Hilton Honors and ****** Hawaiian Airline points. 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:11/23/2024
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 am writing to formally lodge a complaint against Hilton Grand Vacations (HGV) regarding our distressing experiences as timeshare owners. Despite multiple attempts to address our concerns, we have been met with inadequate support from their representatives, leaving us feeling ignored & frustrated.During our initial presentation, we were promised a 90-minute session that stretched into an exhausting eight hours. This extended pressure to purchase was both uncomfortable & misleading. We were assured access to "Dream Vacations," yet our experiences have proven these promises were empty. Sales associate ******* ******** refused to listen to us when we told him we had not finances to afford this due to a recent job switch & told us that we should take out a 2nd mortgage in order to pay him. We felt trapped & forced into this contract as he would not take no for an answer.We reached out to *** ****** and ***** *****, both of whom have the authority to assist us. Unfortunately, both dismissed our concerns, claiming they had done all they could. An email from ******** stated he couldn't help us, adding to the lack of support and going against what you'd expect from good customer service.The limitations of our timeshare have made it nearly impossible to access the properties we desire, and we have faced numerous issues with broken amenities and unsafe locations. Our attempts to work with customer service have had no resolutions, leading us to believe that our timeshare plans are essentially worthless.The last couple of months have been an even bigger stress on our lives as I had a loss of job and had to **** for a new one while my wife underwent two surgeries. We badly need the finances being spent on the timeshare for these new medical costs and life changes.We are requesting the cancellation of our timeshare and a full refund of all funds spent. The promises made to us during the sales presentations were not upheld, and we feel misled.****** and ****** *******
Customer Answer
Date: 11/26/2024
Our last interaction was in August of 2024.
Business Response
Date: 12/17/2024
Dear ****** *******,

We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our ****************** Team has attempted to contact you by phone and email on December 12, and 17, 2024, to discuss this matter further and would appreciate you responding at your earliest convenience. Their contact information is provided on their email. Thank you for taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Initial Complaint
Date:11/23/2024
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.
I am writing to file a formal complaint against Hilton Grand Vacations (HGV) regarding their unethical and predatory practices surrounding timeshare ownership and the complete lack of viable exit options for owners.For many years, I have attempted to navigate HGVs timeshare exit process without success. Recently, I learned that their so-called HGV Transitions programa supposed method for relinquishing ownershipis no longer available, as it has been placed on an indefinite pause. This effectively leaves me, and countless other owners, trapped in a financial arrangement with no means of ******* add insult to injury, I was informed that even when the HGV Transitions program was operational, it required owners to pay a transition fee equivalent to 18 months of maintenance fees per application. Considering the already exorbitant and steadily increasing annual maintenance fees, this additional fee is entirely unreasonable and unaffordable for many ********* this point, I feel deceived and victimized by HGVs practices. They lure customers into purchasing ********************** ownership interests with misleading promises of flexibility and value, yet they fail to provide a fair or transparent exit process. Instead, they impose endless financial burdens with no way out.I have faithfully met my financial obligations to HGV, but their refusal to provide an exit path for owners is both unethical and financially devastating. This is not the service or value I was promised when I became an owner.Thank you for your attention to this matter. I hope that HGV will be held accountable for its actions and compelled to rectify its practices.
Business Response
Date: 12/04/2024
Dear ***** *****,

A representative from our Resolution Team spoke with you on December 4, 2024, addressing your concerns about your account. While we are not able to accommodate your request for cancellation, we remain readily available to assist you with optimizing your ownership. Should you have further questions, please contact our Resolution Team. Thank you for taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 12/04/2024

Complaint: 22596779

I am rejecting this response because, while I appreciate that someone from your team took the time to speak with me, I find the substance of your reply deeply unsatisfactory, unhelpful,and frustrating.
Your assertion that my concerns were "addressed" is misleading.When I inquired about canceling my ownership due to significant changes in the terms and conditions under which I purchased, the representative's response boiled down to, Too bad, you signed a contract, and its for life. This dismissive and cavalier attitude does not reflect the high standards of customer service that ********************** claims to uphold.
HGV has materially altered the nature of my ownership in ways that are both unfair and unethical. Specifically:
1) Changes to Inventory: Properties that were once included in my ownership benefits have been moved into new programs (e.g., HGV Max), making them unavailable to me. This diminishes the value of my ownership while HGV continues to collect full fees.
2) Significant Maintenance Fee Increases: Annual fees have risen disproportionately over the years, adding a growing financial burden. Owners are expected to absorb these increases without recourse, even as the value and accessibility of what we originally purchased decline.
These unilateral changes to inventory availability and escalating fees are clear examples of HGV not honoring the spirit of the original agreement. To then tell owners they are stuck because they signed a contract is unacceptable. Contracts are binding, but they must also be fair and not subject to one-sided, material changes after the fact.
I urge HGV to:
1) Provide a reasonable, transparent exit process for owners who no longer wish to continue their ownership.
2) Implement a fair and capped approach to maintenance fee increases, reflecting the diminished inventory and value provided to owners.
It is disappointing that HGVs resolution process seems focused on deflecting responsibility rather than resolving valid concerns. I ask for a meaningful response to address these issues, as your current approach leaves owners like me feeling exploited and unheard.

Sincerely,

***** *****
Business Response
Date: 12/12/2024
Dear ***** *****,

We are sorry you are not satisfied with our previous response. A representative from our Resolution Team sent a follow up email to you on December 6, 2024 addressing your concerns about the status of our Transitions programs being on pause. Should you have further questions, their contact information is provided in the email. We consider this matter resolved.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 01/02/2025
There is no further action that can be taken as Hilton Grand Vacations (HGV) has confirmed that there is no way to exit a timeshare once purchased, leaving buyers trapped in a lifetime contract with rapidly increasing maintenance fees. Despite these escalating costs and the lack of an exit option, HGV refuses to allow cancellation, even though such practices should be illegal. Buyers are not informed of this during sales presentations or in the contract, which is misleading and unethical. This critical information should be disclosed upfront to ensure transparency and fairness in the purchasing process.
Customer Answer
Date: 01/03/2025
There is no further action that can be taken as Hilton Grand Vacations (HGV) has confirmed that there is no way to exit a timeshare once purchased, leaving buyers trapped in a lifetime contract with rapidly increasing maintenance fees. Despite these escalating costs and the lack of an exit option, HGV refuses to allow cancellation, even though such practices should be illegal. Buyers are not informed of this during sales presentations or in the contract, which is misleading and unethical. This critical information should be disclosed upfront to ensure transparency and fairness in the purchasing process.
Business Response
Date: 01/11/2025
Dear ***** *****,

We are sorry you are not satisfied with our previous response. A representative from our Membership Support Team mailed you documentation on January 7, 2025 advising the HGV program has been accurately represented by the sales team and in the written materials provided to you and therefore cancellation will not be granted. Additional information was also provided for added assistance. Should you have further questions, the contact information was provided in that email.We consider this matter closed.

Sincerely,

Membership Support
Hilton Grand Vacations
Initial Complaint
Date:11/22/2024
Type:Order 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 writing w/ concerns about our timeshare, which we have tried to cancel due to several issues. Yet, we have received no response from ****** began w/ a reduced priced **** in **, if we attended a 1 hr presentation. A hurricane canceled the trip, so we requested a refund. Instead, we were required to rebook our stay, which was frustrating. Once there, we indicated we did not want a timeshare & that we love RVing w/ our dogs. Yet, we were subject to high-pressure sales tactics from **** ***** ************* ******.During our visit, we were consistent about not wanting a timeshare. After several queries re: other interests, maybe outside of the ******** travel, we mentioned *******, which is what she targeted (later we learned we dont earn enough points).The **** also gave misleading financial analyses, saying a it was a good financial decision, like owning a 2nd home, & that we could leave it to our daughter. Various tactics were use to keep us there for about 4 hrs, including giving snacks when I wanted to leave due to hunger. Feeling overwhelmed, we ended up signing the contract despite our reservations & hoping for the best as promised.Upon realizing many issues when trying to book, such as availability, high points needed & restrictions on pets (& increasing fees), we decided to cancel our contract. We called, then emailed several months ago, indicating our desire to cancel. However, we have only received an automated response & after more than 90 days, no meaningful follow-up suggests a lack of care to our concerns.I feel the need to share our experience as we believe HGV has engaged in practices that may mislead other buyers. The lack of response to our request has added to our ********************* over the increasing financial obligations we face.We are seeking help from BBB to help & urge HGV to facilitate our timeshare cancellation. It is vital that potential buyers are made aware of these practices to prevent further exploitation. Thank you
Customer Answer
Date: 11/26/2024
Attached is the signed form as requested. Thank you so very much for your help!
******** *****
************
*************************
Business Response
Date: 12/07/2024
Dear ******** *****,

We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Resolution Team has attempted to contact you by phone and email on December 2, 2024 to discuss this matter further and would appreciate you responding at your earliest convenience. Their contact information is provided on their email. Thank you for taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 12/07/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, I have already reached out to schedule a meeting time next week but have not heard back on a time for a call yet.

Sincerely,

******** *****
Initial Complaint
Date:11/18/2024
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.
My husband and I have been members of what is now the Hilton Grand Vacations ("HGV") timeshares (previously Monarch Grand and Diamond Resorts) for more than ********************** December 2023, we wanted to exit or terminate from the program because of the significant increase in membership fees which was misrepresented to us. In addition, the resorts and amenities available to us are below industry standards and, quite frankly, poor. When we informed HGV that we wanted to terminate our membership they told us we would have to wait until January 8th 2024 and we would have to pay the 2024 maintenance fees. Then we waited to until after January 8th 2024 and attempted to terminate our membership in July of 2024. In July 2024, HGV told us we could not terminate because they are not processing any terminations at that time (it was on pause). I checked back in September of 2024 and tried to terminate again, but then HGV again told us they are not processing any terminations. In addition, while we are waiting to terminate our membership, they said we cannot have any pending reservations and we have to pay the 2025 maintenance fees as well as termination processing fees that are based upon 18 months of projected maintenance fees for the contracts we are terminating. Therefore, we are in a position where we are paying for this timeshare membership but cannot use our timeshare membership while the processing of our termination is pending or in-progress. It is unfair to require us to pay to terminate our membership for 18 months to 30 months during which we cannot utilize what we have paid for. And, thus we are being continuously charged and required to pay this absorbent, ever-increasing, membership fees even if we havent or arent using any of the resorts and want to terminate. This is completely unfair. Our family feels that we have been defrauded and are now being unfairly charged. Sincerely, ******** and ******* *****
Business Response
Date: 11/30/2024
Dear ******** *****,

A representative from our Resolution Team spoke with you on November 27, 2024 addressing your concerns about your account and advising that our Transitions program is still on pause. Should you have further questions, please contact our Resolution Team. Thank you for taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 01/22/2025
To Whom It May Concern,
I am requesting that my complaint is reopened. On January 13, 2025, Hilton Grand Vacation Transitions Section confirmed that the Transition program remains paused. They could not provide a date during calendar year 2025 that Hilton will resume processing Transition Request. Hilton is participating in unfair business practices and not coordinating with members in good faith who wish to relinguish their membership through the Transitions program. There isn't any mention that the program is paused on their web pages regarding the Transition program. Also, there wasn't a message to members on their web site that the program may be paused in 2024. And and telephone representatives did not share with me when I spoke to them several times in 2024 before the program was paused that possibly the program would be paused. A member only finds out that the program is paused by calling Hilton's office after you can't submit your application online which is what I experienced when I called Hilton in July and September 2024. The information about the Transition program being paused was critical to my inability to have my application processed in a timely manner. During the time the program was paused, I was informed that the fee to transition from the program was significantly increased by approximately $3,000. In my opinion, the significant increase during calendar year 2024 is unfair along with me having to pay the 2025 maintenance fee and Hilton not processing Transition request in a timely manner is unfair.
I am requesting to have my Transition request expedited at the fee quoted to me in January 2024 and to have my 2025 maintenance fees reimbursed because I shouldn't have had to pay the 2025 maintenance fees as a condition of transitioning out of the program during calendar year 2025.

Customer Answer
Date: 01/23/2025
To Whom It May Concern,
I am requesting that my complaint is reopened. On January 13, 2025, Hilton Grand Vacation Transitions Section confirmed that the Transition program remains paused. They could not provide a date during calendar year 2025 that Hilton will resume processing Transition Request. Hilton is participating in unfair business practices and not coordinating with members in good faith who wish to relinguish their membership through the Transitions program. There isn't any mention that the program is paused on their web pages regarding the Transition program. Also, there wasn't a message to members on their web site that the program may be paused in 2024. And and telephone representatives did not share with me when I spoke to them several times in 2024 before the program was paused that possibly the program would be paused. A member only finds out that the program is paused by calling Hilton's office after you can't submit your application online which is what I experienced when I called Hilton in July and September 2024. The information about the Transition program being paused was critical to my inability to have my application processed in a timely manner. During the time the program was paused, I was informed that the fee to transition from the program was significantly increased by approximately $3,000. In my opinion, the significant increase during calendar year 2024 is unfair along with me having to pay the 2025 maintenance fee and Hilton not processing Transition request in a timely manner is unfair.
I am requesting to have my Transition request expedited at the fee quoted to me in January 2024 and to have my 2025 maintenance fees reimbursed because I shouldn't have had to pay the 2025 maintenance fees as a condition of transitioning out of the program during calendar year 2025.
Business Response
Date: 01/31/2025
Dear ******** *****,

We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Resale Team is currently reviewing your case. Someone will follow up with you within 3-5 business days. We appreciate your patience.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 02/14/2025

Complaint: 22563906

I am rejecting this response because:
I have not been contacted by Hilton Grand Vacations to resolve my complaint, as they indicated they would contact me in the communication that I received from BBB on 2/6/25.

Sincerely,

******** *****
Business Response
Date: 02/26/2025
Dear ******** *****,

We are sorry you are not satisfied with our previous response. A representative from our Transitions Team spoke with you on February 24, 2025 advising you of the status of our Transition program and the standing status of your account.Should you have further questions, please contact our Transitions Team. We consider this matter resolved.

Sincerely,

Membership Support
Hilton Grand Vacations
Customer Answer
Date: 02/27/2025

Complaint: 22563906

I am rejecting this response because:
The response from Hilton Grand Vacations is false. I did not speak to a Hilton Grand Vacations representative on 2/24/25. It is not acceptable and unfair that Hilton Grand Vacations would send BBB an incorrect statement about contacting/speaking with me this week. Also, I havent received a voicemail message with their contact information to call them if I missed their call. It is obvious that Hilton Grand Vacations is avoiding speaking to me. Hilton Grand Vacations is not trying to resolve my complaint by following through on their most recent offer to assist me with the resale of my timeshare.
I look forward to BBB and Hilton Grand Vacations reply.

Sincerely,

******** *****
Business Response
Date: 03/06/2025
Dear ******** *****,

We are sorry you are not satisfied with our previous response. We have sent your inquiry to our Resale Team for review. Our Resale Team has a turnaround time of 45 days. For more information you can contact our Resale Team by clicking on the link: ******************************************************************************* you for taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Initial Complaint
Date:11/17/2024
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.
This is what I wrote to Hilton but they only apologize. Dear Hilton Management,I am writing to formally express my extreme dissatisfaction with the recent experiences Ive had with Hilton Grand Vacations, and to request that the points or compensations be adjusted accordingly. To give you some context: I initially received a call from Hilton informing me that I was eligible to purchase a discounted package for a trip to *********. As this package was intended as a special anniversary gift, I proceeded with the purchase. However, when I attempted to reserve the room at the Hilton Elara in ********* two months and both two times their agent completely ruined my trip for a special anniversary getaway not once, but twice because of incorrect information. As a loyal Hilton Honors customer, I find this treatment to be highly disrespectful and completely unacceptable. I had planned ahead for this special occasion, and each step of the way I have been met with poor communication and a lack of professionalism from Hilton Grand Vacations. In light of these circumstances, I am requesting that my Hilton Honors account be credited with points as compensation for the time and effort I have invested in this process, as well as for the significant inconvenience and disappointment caused. I look forward to hearing from you soon regarding the adjustments to my account. Thank you for your immediate attention to this issue.
Business Response
Date: 11/26/2024
Dear ******** Rahi,

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

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