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:02/27/2025

  Type:Sales and Advertising 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 was called by ****** ****** about selling some of time share weeks. She said that she would get 6 offers together and sent over to me at $1400 a piece within 3 months. I paid them around $2400 to advertise my unit. 6 months later I had zero response from anyone. When I called they would not let me talk to ******, but said the offers would come through with a couple weeks. I got some ***** offers did what they asked. Never saw money or got a call. I called back again in Dec and told, sorry they didnt accept them. They would get me more right away. I still have nothing, no calls, poor service and they took my money with nothing in return as I was told. This is a rip off and I want my money refunded.

  Business Response

  Date: 01/09/2025

  Hello,

  **** ***** is not an owner with Hilton Grand Vacations. She is an owner with Grand Vacations****** Can this be removed from our list?

  Sincerely,
  
  Membership Support 
  Hilton Grand Vacations

  Business Response

  Date: 03/12/2025

  We understand your concerns. Upon review of the account, offers were sent to you on 6/3/24 and once the offers were sent we did not have you complete the bookings for that event. We did let you know that we will send alternative offers for future events. Once the offers are provided to you we do need you to accept them to complete the bookings for the clients. Please contact our customer service and they can help you do that with the next set of offers.

• Initial Complaint

  Date:02/21/2025

  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.

  On May 2, 2024, I signed a contract with Grand ************* that I paid $1227.00 for advertisment of my extra timeshare rental weeks to companies for their business retreats and they guaranteed that they would sell the weeks in 180 days and I would recieve compensation. I have reached out to them multiple times and have not recieved any payment and only been faced with issue after issue with them. They lack to communicate with me to try and work out a resolution.

  Business Response

  Date: 02/21/2025

  Upon review, we have continuously sent offers to your email. The first set of offers were sent to you on 10/15/24. The second set of offers were sent to you on 12/10/24. You did approve and sign off that you did receive the offers with us. I attached the *** of the offers we sent to you. We did inform you prior to signing up that the only refund option was within the first 10 days of signing up and that after that, we would continue to market your time until all the weeks have been rented. We are working diligently on more offers and will follow up with an update. If you have any questions or concerns please feel free to always contact our customer service. 

• Initial Complaint

  Date:01/27/2025

  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 feel that this business is a scam that has offered to provide services that are not guaranteed as they say. When signing up for the program the *** led me to believe that I would receive offers rapidly and make my money back plus more for selling my vacation weeks. Come to find out that was a lie to get me to sign up. At this point over a year later, I have still not received any payment or valuable offers that was promised to me. I feel the business uses false hope to lure people in, promising that they will deliver. Yet I am still at step one which I have been at since 5/2024. Their fine print in the contract states that they will market for 180 days and if no offers, then they will continue to market at no additional cost for another 180. I have even asked multiple times is this GURANTEED, and I am always responded with yes, it is. Yet I am still ********** this point my 180 has past and I am now into my next 180 days with no hope in site. **** give different information when calling in, and I feel that I have been scammed out of my initial 1500.

  Business Response

  Date: 02/20/2025

  Upon review of the account, offers have continuously been submitted in regards to the account. The first date we sent offers to you were on 5/22/24. The second set of offers were sent on 9/23/24. The third set of offers were sent on 12/3/24. We also provided additional offers this year on 2/12/25. I can also include the proof that we sent offers to you and your IP address of the computer you accepted those offers on. All of those offers we did provide on time and we also provided alternative offers on you account. If you have any questions of need help with bookings please feel free to reach out to us at customer service. 

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22862228
  
  I am rejecting this response because although offers were made that I accepted none were actually paid out. My problem is that its going on a year and I have not gotten any payment for any offers made and was made to believe when signing up that this would be a quick payout. The *** who sold me this was even assuring that they had offers for Memorial Day that were happening at that time and I would get offers quick. Which enticed me to sign up and spend $1500 that I didnt have as a single mom. But I made it work as she made it sound good. I have waited patiently and at this point have wasted my $1500 that I paid Grand Vacations to advertise with no outcome. If I knew what I know now I would have never done business with this company as offers are guaranteed but fulfilling them is not. And this is where I feel false advertisement was made . It states in the contract The ratio of the number of timeshare interest listings for sale versus the number of timeshare interests sold by Grand Vacations Club, Inc is zero for each of the previous two calendar this led me to believe that payment was not going to happen. In which I even called in on more than one occasion to verify payment would eventually happen. I was always assured. Yes. Yet here we are 9 months later with no payment in sight just failed offers.

  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/24/2025

  We submit the offers based on the request from the corporate client. We do also let you know to provide alternatives for them to review. We are working diligently to get this time taken care of. We will have Inventory review your account and follow up with an update.

  Customer Answer

  Date: 03/26/2025

   
  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:12/27/2024

  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.

  This is a scam, and I fell for it. I had recently joined ********'s ********************** and I thought that this was a branch of that. They are not. Marriott has never heard of them, although they are aware of other members being scammed, or almost victims of an attempted scam. Grand Vacations Club called us, and offered to sell our excess (unused) time shares to others for a profit. Sadly, I fell for it. ******** does not have a program like that. I already advised my credit card company of the ****. I don't know if I can get a refund, but I would sure like to caution others about it.

  Business Response

  Date: 01/09/2025

  ******, I just reviewed your account status with us. You did a quality assurance verification and the first thing we mentioned to you is that we are NOT affiliated with your ********************** and you agreed to those terms with us. We also did provide a full refund to you on your account so you were not a victim of a scam. If you have any further questions please feel free to reach out to us!

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22737526
  
  I am rejecting this response because:

  My credit card has not been credited with this charge yet.  When it is, I will withdraw my claim with the BBB.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 01/15/2025

  ******, after reviewing your account it does show you submitted a chargeback to your card company. We cancelled your account on our end which means you were refunded. Feel free to reach out to us or your card company so this can be solved. Thank you for your cooperation. 

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22737526
  
  I am rejecting this response because:

  I did contact my card company.  They placed your charge on a temporary hold, pending contacting you about getting a refund.  They said that they did not get a refund from you, so no, I have not received a refund yet.  A temporary hold is not a refund.  It is a hold, waiting for you to refund the amount.  Each response you send makes you sound more and more like a scam.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:12/16/2024

  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.

  They call out of blue and misrepresent themselves as afiliated with *********************** They lie and say they are a preferred rental partner. They are not. They lie and say they have rental demand for the units owned by the time share owners. They do not. They take a payment of $1995 to aggressive market the timeshare for which they say they have demand and rent all the time. They do not. Their whole premise is a lie. They never rent out any of the timeshares to anyone. The entire pitch is a scam. They eventually stop answering calls and emails from the timeshare owners when timeshare owners try to find out if theiir unit is being rented out. They never have any intention of carrying out the service they sell.

  Business Response

  Date: 01/09/2025

  ****, I just reviewed your account status with us. You did a quality assurance verification and the first thing we mentioned to you is that we are NOT affiliated with your ********************** and you agreed to those terms with us. We have been marketing your vacation property as promised. Please feel free to reach out to our customer service so we can make sure you are satisfied with our program. Thank you!

• Initial Complaint

  Date:10/02/2024

  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.

  On October 2 2024 I received a call that said account services. It was Grand vacation club. The person called me by my first name and asked me about a time share which I do not own. She asked me if my last name was ******* I said it was not. She hung up on me. I called the number and the operator immediately said hi miss ******* and when I asked why she called me miss ******* she claimed that was on her caller I'd. I wanted to know why my phone number was in her system with the wrong name and how they got my number and she said they accessed public info. I asked what public information they used because it wasn't my name and she refused to give me any information as to how they accessed my phone number associated with a correct first name but inaccurate last name. I've had background checks for jobs over the years and the name they gave for my phone number has never come up. I believe there is some seriously shady practices they are using with their refusal to give me the means they used to access my information.

  Business Response

  Date: 10/22/2024

  We do understand your concerns. We will have IT look into our phone system immediately and have your phone number removed. Unfortunately, sometimes when customers purchase a timeshare they do update and switch their information which could of been incorrect and that could've been the reason why this occurred. We do apologize for any inconvenience this has caused for you. If you have any further questions please feel free to reach out to our customer service department at anytime. Thank you for your feedback! 

  Customer Answer

  Date: 10/26/2024

   
  Complaint: 22371139
  
  I am rejecting this response because: I have had the same phone number for over 25 years. I have never owned a time share. The likelyhood of someone 25 years ago having my phone number and owning a time share are likely zero. I want to know what public information was used to obtain my information. 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 11/11/2024

  When any customer purchases a ********* ownership they could've listed the wrong number or data entry could've mistakenly listed the wrong number. We use multiple sources to obtain the timeshare owner information. This is simply a wrong number in our system or incorrect data. Sorry for the inconvenience and we have resolved this by taking your phone number out of the system. Thank you for understanding!

  Business Response

  Date: 11/11/2024

  I feel like this complaint isn't legitimate we resolved it already by removing her contact information from the database. Sometimes when data entry loads customer data it can potentially be incorrect or when a customer gives information to the resort it can potentially be incorrect or misspelled. I feel like us contacting a wrong number which does happen from time to time shouldn't result in a BBB complaint. The customer service agent she spoke with was a new hire in training. I did look up the phone # on ****** and everything shows it's connected to a **** *******. Her claim of having the phone number for 25 years doesn't sound accurate because of what ****** shows (**********************************************************************) under that phone number. Thank you! 

  Customer Answer

  Date: 11/14/2024

  This company continues to fail in how they acquired the phone number in the first place. **** ******* was my name until I married ************************************************************* was never associated with my previous name it was acquired years after I married. My complaint stands as I NEVER owned nor applied for a time share under either name. So they accessed public information to spam me on the premise that my phone number was associated with someone who owned or was interested in a time share then refused to divulge their source so I could have my name removed from that source. It's not enough to say I was removed from "their" list they lied about where they got my private information.  

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22371139
  
  I am rejecting this response because:  

  
  This company continues to fail in how they acquired the phone number in the first place. **** ******* was my name until I married ************************************************************* was never associated with my previous name it was acquired years after I married. My complaint stands as I NEVER owned nor applied for a time share under either name. So they accessed public information to spam me on the premise that my phone number was associated with someone who owned or was interested in a time share then refused to divulge their source so I could have my name removed from that source. It's not enough to say I was removed from "their" list they lied about where they got my private information. 

   
  Sincerely,
  
  **** ********

  Business Response

  Date: 11/14/2024

  Hello ****, how our company acquires our timeshare information is through numerous sources. It's also company confidential information. Sometimes when ********* owners fill out paperwork they hand write the information and when data entry enters it into the system it could lead to it being incorrect. After doing some research of your phone number on ****** is does show it as public information on many websites. We did remove your name from our database & this is a simple human error. We aren't the only business in that has called a wrong number before. Wrong numbers typically happen from time to time with any telemarketing company unfortunately. We try our best to make sure all information is accurate as well before we call. I attached the information from 1 of the many websites your phone number is listed on below. I would reach out to them to get the information corrected because it shows your name as **** ******* and that was updated in 2020 on multiple sources. I hope this is a solution for you and again we apologize for the phone call. Thank you!

  Google - **************
  Phone Numbers
  for **** ******* in *******, **
  ************** (Primary Phone)
  Wireless
  ****************
  First reported September 2020
  **********************************************************************

• Initial Complaint

  Date:08/09/2024

  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.

  **** called me May 3, 2024 about renting out my time share. I explained coming up with the money was hard . He said they would post my 6 weeks of my time share. I would pay *****on May 3 and would pay the balance when I received my bonus/commission/ rental check. He said they had corporations/businesses ready to rent mu unit. He said ******* was one of the convention center capitals next to *********. He said it takes 90 days for a return which would be August 3, 2024. I called the company about my check and now they need 180 days. I was told 90 days and even said 90 days would be August 3. He agreed he said I would have the money to go on a vacation. I know marketing/advertising walk that line but if I didn't think I would get a check in August I never would have done this. They sell dreams, not properties. He probably didn't even have someone interested. They refuse to credit me anything or give me money for the time that was booked. Which leaves me to believe they have done nothing.

  Business Response

  Date: 03/24/2025

  We understand your concerns. Upon review of the account, offers have continuously been submitted in regards to the account. The available unit as referenced above was an alternative that unfortunately they were not able to utilize, but was being cross referenced with additional events for a match, as well as more offers. We have also checked the phone system, and do not have any incoming calls. We are working diligently to get this time taken care of and will follow up with an update. We also provided a refund settlement to you in regards to your account. 

• Initial Complaint

  Date:07/17/2024

  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.

  In January 2024, my husband, *******, and I received a call asking us to sell our timeshare weeks at a profit. We were told that we would have offered within 90 days and only have to wait 180 days if we wanted go negotiate offer prices. Once we paid to enroll, the person who signed us up stopped taking our calls, the 90 days was inaccurate, we got no offers, and the company said we could not have our money back and we have to stay enrolled indefinitely until they sell our weeks. In June 2024, they emailed saying the weeks were sold and we had to call to verify. We did that and we're told we would receive payment in 13 days. 13 days went by and we didn't receive any money or checks in the mail. When I called, they made up an excuse about the people not being able to book the week's and said we'd have to start over and keep going in this cycle. They are lying to us and saying different things every time we call.

  Business Response

  Date: 03/24/2025

  We understand your concerns. Upon review, we have continuously sent offers to your email. We did inform you prior to signing up that the only refund option was within the first 10 days of signing up and that after that, we would continue to market your time until all the weeks have been rented. We are working diligently on more offers and will follow up with an update. 

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 21968599
  
  I am rejecting this response because: it has been over a year and we have not received any viable offeres. The 2 offers made, we did what we were told, followed up, and you said each time that the weeks were not there and the offer couldn't go forward. You are a fraud! Those weeks were from a year ago! It's an entirely new year and we don't even have those weeks anymore! We followed each "alleged" offer down a rabbit hole! Give us our money back now! You are liars!
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/27/2025

  We understand your concerns. Upon review, we have continuously sent offers to your email. We did inform you prior to signing up that the only refund option was within the first 10 days of signing up and that after that, we would continue to market your time until all the weeks have been rented. Feel free to contact our customer service today so they can send you another set of offers. Once the offers are sent please make sure you accept them and book the dates so we can move on with the process. 

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 21968599
  
  I am rejecting this response because:

  You are lying and I will not be contacted your company because my number was blocked with the number of times I called. I'd call from my number and get the run around and then call from a different number and get a live agent. You are a fraud! My husband and I responded to EVERY FAKE OFFER YOU SENT! We would call back to say we verified the weeks and you would tell us the weeksaren't there or we took too long after we did what you said in less than 2 hours each time! Everything you say as an agency is a lie. Im also unclear as to how the BBB allows these responses. The only satisfactory response is a full refund, PERIOD!

  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 04/08/2025

  We submit the offers based on the request from the corporate client. We do also let you know to provide alternatives for them to review. *******, failed to do so when we set the 2nd set of offers. We sent offers twice on you account with no bookings on your end. It's very important to complete the bookings when offers are provided. If you would like to unblock us you are more than welcome to give customer service a call for a resolution. We did provide you the option at the time of purchase to cancel within 10 days as well for a full refund. We would love to get more offers out to you on your account so it can be satisfied. 

  Business Response

  Date: 04/08/2025

  The original complaint stated we never sent offers. This complaint is not valid. We have proof we did and ******* signed off on the offers as well. 1/8/2024, 6:00 PM he signed for his 1st set of offers which he did not complete the booking. 6/19/2024, 3:05 PM he signed on his 2nd set of offers which he did not complete the booking. 9/25/2024, 2:24 PM he signed for his 3rd set of offers which he did not complete the booking. We provided all the offers on our end and they did not complete the bookings. I can provide the documentation they signed stating they they did receive the offers as well.  

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 21968599
  
  I am rejecting this response because: I am only willing to accept a full refund at this time. Stop playing games because you know your company is fraudulent! We did all that was asked and twice after you called us, the deals mysteriously fell through. I am only accepting a full refund at this time 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 04/09/2025

  The original complaint stated we never sent offers. This complaint is not valid. We have proof we did and ******* signed off on the offers as well. 1/8/2024, 6:00 PM he signed for his 1st set of offers which he did not complete the booking. 6/19/2024, 3:05 PM he signed on his 2nd set of offers which he did not complete the booking. 9/25/2024, 2:24 PM he signed for his 3rd set of offers which he did not complete the booking. We provided all the offers on our end and they did not complete the bookings. I can provide the documentation they signed stating they they did receive the offers as well.