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: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. 

   

• Initial Complaint

  Date:06/10/2024

  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 exercised what weve felt to be our best efforts to reach out and communicate our concerns and requests for clarification on the default notice we received or our requests for cancellation, Grand Pacific Resorts has not provided any response or assistance. The lack of communication has left us in a state of uncertainty and distress, as we do not understand what the default notice means for our timeshare contract and our attempts to cancel it.Paying for something we won't use has been incredibly stressful, especially as the fees keep rising indefinitely. It's a truly terrible feeling that's led to arguments, depression, and anxiety, making us feel trapped.This level of customer service is unacceptable and ********************** should be held accountable for their lack of responsiveness and transparency. We need assistance resolving this matter promptly and ensuring that Grand Pacific Resorts addresses our inquiries and facilitates canceling our timeshare contract.

  

  Business Response

  Date: 06/18/2024

  Dear BBB,
  
  Upon review of complaint, Mr. ***** *********************** purchased unit at the Hilton Grand ************** at ******** back in 2008. They purchased ***** points, every year, within the Hilton Grand ************** program.
  

  The last conversation we had with owner *********************** was in May 2023, where she stated they would not be making further payments on the property. Since that time, we have received 3 e-mail inquiries from owners requesting to relinquish ownership. In December 2023, we responded via e-mail with our standard process for relinquishing timeshare, which includes any outstanding dues, must be paid in order to move forward with the process. Due to no response from Mr. ****************************, the ownership was placed into foreclosure in February 2024 due to unpaid assessments. We received 2nd communication from owners requesting to terminate ownership in April 2024. At that time ownership was already in the foreclosure process and we referred owners to back to the title division with Advanced ***************** (AFC), who handles processing the foreclosures for the Hilton Grand ************** at ********. In May 2024, we received 3rd communication from owners, this time regarding the foreclosure on their timeshare. Our title office, reached out via e-mail for a phone number to reach owners on, not showing a response received.
  
  We will have our AFC title office reach out today to discuss options available. 

• Initial Complaint

  Date:06/07/2024

  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 submitting a formal complaint against ************************ at RiverPointe Napa Valley concerning the timeshare I acquired from them on October 23, 2004. Despite assurances given during the initial presentation by the company's representatives about the ease of selling or facilitating a buyback for the timeshare, my attempts to seek information about cancellation have regrettably encountered no support. The passing of my husband in 2014 compelled me to sell my home. Subsequently, the impact of COVID resulted in the loss of my part-time job, leaving me in a financially challenging situation. As a current recipient of social security, managing my bills has become increasingly difficult, and the financial commitment of the timeshare has become unsustainable.The stress associated with this situation has become overwhelming, significantly affecting my overall well-being. Considering these circumstances, I urgently seek your assistance in obtaining a relief from this contractual obligation. While I understand the complexities involved, I am hopeful that, given the hardships I am currently facing, your office could aid in obtaining a favorable response from the resort. I am eager to explore potential solutions or considerations for the cancellation of my timeshare contract. A mutually agreeable resolution to this matter would greatly alleviate the financial strain I am currently experiencing.Your prompt attention to this matter is greatly appreciated, and I trust that your office will handle this complaint with the utmost professionalism and diligence.Thank you for your time and consideration.

  

  Business Response

  Date: 06/17/2024

  Dear BBB,
  
  After reviewing, we are not able to substantiate claims by ************* regarding sales presentation, where they purchased a unit at the *********************** back in 2004. She is an owner of ****** points, every year, which can be used at the home resort, ***********************, or one of the other three resorts through the ************************* In 2008, she upgraded from a leased contract that ends in 2035 to a perpetual membership with no expiration date.
  
  The last conversation we had with ************* was in October 2022, where she stated she would not be making further payments on the property. The agent advised eventually the resort will foreclose or take the property back, however there is no timeframe on when that would occur. We have had no further contact with ************* since then.
  
  We will reach out today to review the options available to relinquish ownership back to the association

  Customer Answer

  Date: 06/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me for now.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. 
  
  I want to reiterate that I am unable to continue or utilize this timeshare, which is why I requested to relinquish it. I look forward to receiving the options for my release in writing. I prefer written communication over phone calls.
  
  Regards,
  
  *******************