ComplaintsforHilton Grand Vacations, Inc.

Vacation Timeshare

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Initial Complaint
06/18/2024
Complaint Type:
Product Issues
Status:
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.
Date of the original transaction: July 2023 Money originally paid: ****** What HGV committed: I was told by a customer service representative at the time of purchase that I could cancel anytime before my vacation date if I had not booked my vacation. I bought the package and had not confirmed any dates. I was unable to book my vacation due to personal reasons and tried to cancel it, but was told that I was unable to do this. After multiple calls and talking to different reps, I was able to only get a partial refund after many months of calling. I am uninterested to do business with HGV after dealing with poor customer service reps, shady business practices, false advertising from their sales reps, and overall mismanagement of this entire ordeal. I would like a full refund of this transaction and to never do business with this company again after dealing with this mess.Nature of the dispute: Dishonest sales team and customer support calling me a liar.Has business tried to resolve problem: Only by giving a partial refund Confirmation Number: **********
Business response
06/26/2024
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
Initial Complaint
06/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
After changing a booking with Hilton Hotels for a business trip, I was asked to complete a survey which actually routed me to a Hilton Grand Vacations sales person, who effectively sold me on a 4-day, 3-night pre-purchased stay at a Hilton Grand Vacations property in *******, **********. The sales pitch was good and the agent informed me that following my purchase, there would be a 2-week period during which I couldn't book my trip, but thereafter I would be able to call and reserve my stay. My intention in booking in ******** was that I'd have a great, late-summer birthday present for my kid (whom I plan to take to the local attractions like ********, ********, and the *************).I've called four separate times attempting to book this trip, only to be told each time that my travel dates (September 5 through September 8) have no available rooms and to try back at a different time since it's a "live inventory". My travel dates aren't that flexible but the sales rep either didn't flag this as a problem or didn't believe it would be an issue.This seems like a very poor / scummy product. Because it has to be booked by phone, I can't easily check availability or have the information I need to compare other costs (like airfare, rental fees, park admission), so I am making the choice blind. Also, each time I have been asked if I am a "Hilton Grand Vacations Member", which I am not, but which feels like I'm getting a different priority of service. Additionally, i can see that Hilton has 4 properties in this area, each of which have retail availability for my travel dates. While I understand this is a different "inventory" I don't understand what the value to me of pre-purchasing hotel nights if I'm not able to actually use them when I want/need.I'd like Hilton to fix this, enable me to travel during my preferred days, or refund me for the package so I can book a room at a competitor's property during my trip.Confirmation number: **********
Business response
06/29/2024
Dear *********************************,

We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our Marketing 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 response
07/01/2024

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
06/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased based this packet on 09/22/2023 for $392.63 an planned to use our 3 night's on 11/04-11/07/2023 at Daytona Beach Oceanfront at *************************************** Unfortunately, melanoma was found in my right hip so surgery was superceded this trip so an eight inch cut could be performed. I called and rescheduled for Jun *****, 2024. I was told by the representative that I would be rescheduled and should I need to be placed at one of their other three beachfront locations it would not be a problem. I trusted her. We received our new confirmation and I trusted that we were placed at an ********* location as told. This did not happen and we were not told otherwise. On Jun 14 we drove to Daytona Beach and were surprised to find ourselves at a location more than 10 miles from the original location and no where near the beach. The hotel attendant called the direct number twice to fix this error and then had me speak to them directly. Both times I was hung up on. I called again and again to be placed on long periods of hold before being disconnected again. We were told absurdly no rooms were available at the Hilton Daytona Beach Oceanfront location and that the misunderstanding was my fault for rescheduling. Thus was not true as Hotels.com and Expedia both were able to obtain same day reservations on Jun 14. Hilton denied this fact and refuted their error. This was an easy fix that was a means to covering fir their customer service representative's false statement about the location of the second reservation. You can see from the pictures attached that Hilton refused to accept any responsibility for their multiple lies. I have yet to hear from a supervisor though I was assured one would call me back in a few minutes. I want a refund. I upheld the agreement but Hilton failed to uphold their end.
Customer response
06/15/2024
I, *************************, hereby authorize that the complaint received by Better Business Bureau has been submitted by the individual(s) that entered into a marketplace relationship with Hilton Grand Vacations, Inc..

Further, I am representing that the complaint is a truthful account of my experience with Hilton Grand Vacations, Inc.

Date of original purchase: 09/22/2023

Dates of any additional purchases:NA

Signed: electronically signed ****************************
Customer response
06/15/2024
CASE#: 21853660
BUSINESSS: Hilton Grand Vacations, Inc.
CONSUMER: *************************

I, **************************** hereby authorize that the complaint received by Better Business Bureau has been submitted by the individual(s) that entered into a marketplace relationship with Hilton Grand Vacations, Inc..
Further, I am representing that the complaint is a truthful account of my experience with Hilton Grand Vacations, Inc.
Date of original purchase: 09/22/2023
Dates of any additional purchases: NA
Electronically signed by ********************************
Date: 06/15/2024
Phone Number: ************
Customer response
06/17/2024
Authorization attached.
Business response
06/25/2024
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 response
06/25/2024

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
06/12/2024
Complaint Type:
Order Issues
Status:
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.
Monday June 3, 2024 I was invited to hear about the update and partnerships. I currently own a deed with Hilton Grand Vacations from August 2023. *********************************** informed me of the benefits of having flights etc added. I informed her Im satisfied with the price point of my current deed. **** invited her manager *************** into the conversation. *** starts talking about incentives and doubling my down payment. I informed him the price is too much. *************** became hostile and aggressive stating no this is what you signed. ************ behavior of loud speaking and defensive stance is unacceptable. I would never sign for a purchase of $14,000 with additionally $2,000 in maintenance fees. As a business, Hilton Grand Vacations should never allow a single mother and social worker {salary is self explanatory} to engage in such practice. I immediately asked for my ID and removed myself from the hostile environment. These predatory and aggressive actions by *************** and the entire Hilton Grand Vacations team at Mystic Dunes on June 4, 2024 have caused significant inconvenience and financial strain, as I had relied on the original terms of the contract for $10,000 purchase price with annual maintenance fees of $838. This is exactly the reason I asked for a copy of what we discussed and the contract I signed on June 3, 2024. Failure to provide me with documentation at my request is a red flag. *************** used my information on file to take out a **************** Hilton Honors credit card of $14,500 in my name without my consent.
Business response
06/21/2024
Dear *****************************************,

We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our **************** Team spoke with you on June 18, 2024 in regards to your tour experience and resolved this matter to your satisfaction. Thank you for taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Initial Complaint
06/11/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello this is my grand vacation package confirmation number 5944603010.I bought this package few months back and they said no black out dates.But I have called once to book but there was no availability at that time and I requested to cancel and issue a refund they said it can't be cancelled.Can you please kindly cancel it and issue the refund.
Customer response
06/12/2024
I have signed and attached the authorization form below and I have also emailed it to
*****************************************
Business response
06/21/2024
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 response
06/21/2024

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
06/10/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was offered a package for ****** and accepted since we were planning to visit ****** in 2025. I have tried to call and book and am being told that they are not booking for April 2025 yet and to call back in a couple of months. I was given 12 months to use the package but cannot book out more than a couple of months. I have a son who uses a wheelchair and told them when I was purchasing that we need to stay at Hilton **************** since activities are onsite and accessible for us. I was told that would be no problem yet no one can help me schedule yet and it is up to me to keep calling back for availability. I cannot wait to book that close to a trip with needing to book airfare and plan for my son. I requested an option to escalate and/or get a refund and was told there is not an option. How can there not be an escalation option for an unhappy customer experience?
Business response
06/21/2024
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 response
06/24/2024

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.
---------- Forwarded message ---------
From: Mrs. Merc <******************>
Date: Fri, Jun 21, 2024 at 12:23?PM
Subject: Re: You have a New Message from BBB Serving *************** Complaint #********
To: Better Business Bureau <*****************************************>

Good afternoon,
I received a call from the corporate office and a refund so issue is resolved. Thanks for your help!

*****

Sincerely,

***************************
Initial Complaint
06/10/2024
Complaint Type:
Order Issues
Status:
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.
Hilton Grand Vacation offered ****** Hilton Honors points upon completion of time share tour. This was completed on February 22,2024. I've spoken to two different people saying the points will be credited in 6-8 weeks. It has been almost 16 weeks. This feels like I've been scammed. I'm a regular business traveler and would not have expected this from Hilton.
Business response
06/21/2024
Dear *********************,

We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our ******************** Team spoke with you on June 12, 2024 and resolved this matter to your satisfaction by gifting you the promised Hilton Honors Points. Thank you for taking the time to share your feedback.

Sincerely,

Membership Support
Hilton Grand Vacations
Initial Complaint
06/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Please investigate the listing of a foreclosure on my credit report for a time share agreement. Shortly after contracting the timeshare, the pandemic ensued. As a result, the timeshare was never used as it was intended. Also, my wife's company was acquired by another financial institution which created uncertainly of her employment and a financial hardship. We reached out to Hilton for assistance, but our request was never addressed. We recognize our responsibilities, but given the terms of events, we believe the credit status being reported as a foreclosure is harsh, unfair and negatively impacts our credit scores.
Business response
06/19/2024
Dear **************,
We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. Our ********* Services team mailed you a credit dispute letter on June 17, 2024. Please review this documentation and follow the steps listed. We appreciate you taking the time to share your feedback.
Sincerely,
Membership Support
Hilton Grand Vacations
Initial Complaint
06/07/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We purchased this timeshare while we were in ********* after our wedding. The only reason we took advantage of the initial offer to stay at Hilton at a discounted rate was to get away after all the hectic things going on with our wedding. From the very beginning we had NO intention of purchasing anything but felt that we should humor the meeting just because the room was so nice and at a discounted price. That is when all the problems started. We were trapped in this meeting and suckered into making this purchase due to the fact of the predatory sales tactics used by the several representatives there. They started off by making us feel like we were missing out on something if we did not purchase or that our families deserve to be able to vacation wherever, whenever. This was all lies, we cannot go where we want and there is never any availability. The fees and the stress this has caused on our lives has only gone up which were just more misrepresentations that we were sold on that day. This timeshare is affecting us financially, emotionally, and physically. We never fight with each other and it seems every time this timeshare comes up we get heated because it is just such a regrettable decision. We want out, we dont want any options or upgrades or anything along those lines, we just want out.
Customer response
06/11/2024
Hello - Please see attached as I am unable to view the actions I need to take.

Thank you, *****
Customer response
06/13/2024
Hello - I sent a communication previously that I was unable to take the next steps on my complaint since I get an error message - which is attached. I added another attachment stating the same message. The BBB response was to read the message sent from HGV under "Your Messages" - which does not show up. My view is shown in the attachment.
I tried calling the BBB, but only got voicemail. PLEASE help me get this resolved as I need to get moving on this complaint.
Thank you,
*****
Customer response
06/13/2024
Hello - please see attached signed release form.

Thank you very much,
**************************************
Business response
06/25/2024
Dear **************************************,

Thank you for your recent correspondence. Since customer service is very important to us, we appreciate you summarizing your concerns regarding the above-referenced account. To recap those concerns, you feel as though the representations made during the sale did not reflect the information contained in the paperwork signed at the point of sale.

We have reviewed all the documents and disclosures provided to you at the time of sale and are confident that we have complied fully with the applicable laws of Nevada where the sale occurred and where the project is located.

Although we take all necessary steps to prepare and provide the Public Offering Statement in an easy-to-read format, we cannot control what purchasers do with the information once they leave the sales center. Many purchasers use the 5-day rescission period to review the documents carefully and seek advice from professionals (i.e., accountants, lawyers, real estate agents, etc.) to determine if the purchase is right for them. Some of these purchasers choose to cancel their purchase before the rescission period expires and we, of course,honor that decision.

In conclusion, we believe the HGV program was accurately represented by the sales team and in the written materials provided to you. Consequently, the request for rescission is without merit and is denied.
If there are additional facts you would like us to consider or have questions,please call our office at ************ or our international number at ************.

Sincerely,

Membership Support
Hilton Grand Vacations
Initial Complaint
06/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a travel package to ********* through Hilton Grand Vacation for a 4 day / 3 night stay at a Hilton Grand Vacations Club resort PLUS $199 Cash back after tour and $200 Spend a Night on Us certificate. Confirmation #**********. Nobody told me that this would involve a two-hour presentation to sell us into signing up for a timeshare. Had I known this was part of the deal, I would have swiftly said no. Also, I was very clear that I was not sure about Vegas and the man on the phone said I could switch my package to another destination at any time. He said, for example, that I could switch to ******* for the same promotional deals. So, I told them multiple times I wanted to switch to ******* for the same promotional deals and was ignored each time. Secondly, whenever I tried to switch to *******, each agent told me different details. Some say I dont have to pay more for three nights and can switch to ******* with a different, but similar, promotion. Some say I can switch, but there are completely different promotional details. Some say I have to pay more to switch and receive no promotional deals. Then some try to tack on an extra fee for an extension, even though I requested dates before the expiration of the package which is April 11th, 2025. Some say theres a $100 certificate for theme parks in *******. Some say there isnt. This is all very suspicious and I no longer want to participate. You are all clearly out to get people and to scam them. Each agent I talked to was very rude, deceptive, and would get off the line without saying anything at all. I didn't schedule any dates for this trip because this whole time, I've been so anxiously suspicious as there are such different details with every agent I talk to. I would like to ask for a refund due to their deceptive practices. I have reached out to my banking entity to assist me in this matter. This is one of the worst customer service experiences Ive ever gone through.
Customer response
06/08/2024
Hello,
If you could remove any personal or identifiable information including my confirmation number in the complaint before posting, that would be very helpful! Thank you
Business response
06/21/2024
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

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