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Complaint Details
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Initial Complaint
04/03/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
We went on a HGVC timeshare presentation with a free trip. After I refused to buy the timeshare from the salesperson, another person came and offered ***** HGVC points for $1695. He said I would have 3 years to use them and could use those points anywhere in the world. We signed a VIP purchase agreement. After my card got charged he gave the document with the terms and conditions which greatly differed from the sales pitch. It said that I could only have total two trips with the points, and that I could only use them in selected resorts. The salesperson dismissed it and said that you can still book a trip anywhere. They also told us to wait 30 days until we could call the customer service regarding reservation inquiries. After calling the customer service they are telling me it's only valid for 18 months and there is absolutely no hotel availability for 2 beedroom suite for the whole summer at Myrtle ********************** location (2 hotels) which is why we purchased this points. They are also now telling me that we can't attend the sales presentation on the first day or last day of the trip which was not mentioned anywhere on the agreement. This is causing a great inconvenience for me and my kids as my husband can only drop us off and pick us up during the vacation. We were greatly deceived by the dishonest salespeople and we bought something that is a legit scam. I am requesting assistance for a refund.
Business response
04/10/2024
Dear **********************,
We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our VIP Team cancelled and refunded your VIP package reservation. We appreciate you taking the time to share your feedback.
Sincerely,
Membership Support
Hilton Grand VacationsCustomer response
04/10/2024
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
03/28/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
We were lied to about what we were purchasing would allow us. We paid $12k for a timeshare during even years and were shown what it would get us which was not at all true. This was in 2022 and we were provided bonus points for the purchase which worked out. We are now in 2024 and have 3520 points to use. We do not have enough points for any of the destinations except ******* (we live in *******), **** (for a studio for 4 days in Sept) or ************** in winter. On top of that we have to pay the $1000 annual maintenance fee and annual club dues of $209 which we were aware of but we do not have access to any of the properties we were promised. Essentially, we can get a 4 day stay in **** for $1418 in annual fees for a 4 night stay that would cost $169 a night if we booked directly without the timeshare.Business response
04/04/2024
Dear *********************************,
A representative from our Resolution Team mailed you documentation on April 3,2024 addressing your concerns. Should you have further questions, please contact our Resolution Team. Their contact information is provided in the documentation. Thank you for taking the time to share your feedback.
Sincerely,
Membership Support
Hilton Grand VacationsInitial Complaint
03/28/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
********************************************* ************************************************************************************ Hilton Grand Vacations ************************************************************************ To Whom It May ********** request termination of our Hilton ownership purchase agreement due to deceptive sales practices and health issues. ***** has Type 2 Diabetes with chronic Stage 3 kidney disease and long-term Covid effects. Our daughter requires constant wheelchair use. Despite promises of flexibility, our timeshare usage has been minimal, and escalating fees make it unaffordable for retirement. Aggressive sales tactics pressured us into a detrimental switch to ***** ******************** We feel misled and burdened financially. Please release us from our agreement.Sincerely,**************************** **************************Business response
04/05/2024
Dear ****** and ***********************,
A representative from our ********* Services Team spoke with you on April 4,2024 addressing your concerns. Should you have further questions, please contact ********* Services. Thank you for taking the time to share your feedback.
Sincerely,
Membership Support
Hilton Grand VacationsInitial Complaint
03/28/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I want to sell my HGV timeshare. I have contacted HGV and filed out the forms including the contract number. Today I received a second form letter (attached). I have already filed out the form to request assistance in selling. i understand that the sale price will be very much lower than the investment. So it goes. Please give us a contact to work with to actually start the sales process.Business response
04/03/2024
Dear *******************,
We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our Resale Team emailed you documentation on April 1, 2024 to address your concerns. Should you have further questions, please contact our Resale Team. Their contact information is provided on the email. Thank you for taking the time to share your feedback.
Sincerely,
Membership Support
Hilton Grand VacationsInitial Complaint
03/27/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My family stayed at ******************** on the Beach from March 12 -15 2024. We purchased a marketing package which required us to attend a 'timeshare' presentation. We attended the presentation on 3/13/24. At the end of the tour we purchased a nonrefundable VIP points package for $1695. We returned to ******* on Friday 3/15/24. We had a good ********* were fine. On 3/20/24 my husband starts feeling sick. On 3/21/24 I start feeling sick. On 3/25/24 I go to my primary care doctor. She tests me for covid and the flu. Covid tests comes back negative & flu positive. She sends me to the hospital for IV fluids. I go. I have an ******** scan. The doctor says I have pneumonia. I'm prescribed antibiotics. My husband goes to the hospital on 3/26/24. He is admitted. He is currently intubated and on life support. His doctor says he is being treated for Legionnaires disease (a form of pneumonia), due to being in the hot tub at this hotel. The ***************** calls me on 3/27/24 to tell me I need to go back to the hospital to take a legionaires urine antigen test because I am most likely being treated for the wrong type of pneumonia. I called HGV and told them my husband was fighting for his life and I would like a refund as I am not comfortable vacationing with their company as my husband is fighting for his ******** happened to escape death. They said they would send an escalation and it will take 30 - 40 days to reach out to me to DISCUSS a possible refund. That is very heartless and money hungry. If this refund is not granted & my husband lives we will have to go on this vacation and do another tour and of course we will definitely NOT buy. Why would we want to be members of a company that cares nothing about our lives? I want nothing to do with Hilton Grand Vacation as long as I have breath in my body. If my husband doesn't make it they'll be hearing from my lawyer because I'll be suing.Business response
04/05/2024
Dear *******************,
We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our VIP Team cancelled and refunded your marketing package reservation. We appreciate you taking the time to share your feedback.
Sincerely,
Membership Support
Hilton Grand VacationsInitial Complaint
03/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was staying at the ********* resort Sept 2023 and was promised and extra 2 night stay for my vacation if I do a timeshare presentation. I did the presentation Sept.25,2023 which was the worse thing I could have ever said yes to. I had no intentions to purchasing into a timeshare due to being on a single mother income but wanted the stay. At the end after they tried hard to close me on a timeshare I declined another man named *************************** had offered me a vacation package. He told me that I will get ****** points to use on any Hilton vacation. I was also told that if I book in advance I get nights stays as low as 90 points per stay. He explained with a one bedroom and my points I can get an average of 5-6 weeks stay!! The cost was only $1895 and if I opened an Amex card they will charge that and I will get $200 off. I also would get $75,000 points from Amex which he said he recommends me to use on the airfares. If you do the math, 5-6 averaging weeks was a great deal for hotel stays. This starts 21 days after you sign and commit. I never received any emails after the 21 day. In Jan. I called because I had no info to find out my email was imputed incorrectly as I verified everything correct that day. When receiving the hotel brochure there were limited resorts maybe 2-3 at only certain major vacation spots. Feb.29, I called to book a 3 night stay during my sons spring break to find out everything I was promised was a lie. You only get a total of 1 week stay or to use $****** points whichever is used first but can split the week into 2 stays. The reason I purchased this was because I was sold into several weeks stays until I use up my points. Also Amex says the points is only used towards Hilton stays and not airfare. These salespeople lie and give false information to get you to buy in. I immediately made a complaint Feb 29 but still have not heard back from Hilton. Please, All I want is my money back as this was not what I was promised during the presentation!Business response
04/04/2024
Dear *****************************,
We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our VIP Team cancelled and refunded your VIP 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 VacationsInitial Complaint
03/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a vacation package in the summer of 2023. However due to medical reasons my wife and I decided to cancel. They told us they would accommodate us and cancel and the funds would be returned. However I had some unauthorized transactions on my card so had to get a new one. Was told it wouldnt be an issue however I was then told that it wouldnt go through so a check would be issued and it would be 6-8 weeks. I cancelled the package December 26th I believe it was and its now been about 3 months and every time I call in they say its been approved since January 23rd and here I am 2 months later and nothing. When I reach out to them they tell me the same thing. We need to get in contact with accounting and will call you with an update. This has happened 3 times and I never receive a callback and continue to get the same vague answer when I callBusiness response
04/04/2024
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 VacationsInitial Complaint
03/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased points to be able to use to book a vacation. They said they would send me the information for the website to book. They have been charging me every month since October of 2022. I have called them multiple times and have never been able to book a stay. They send me from department to department.Business response
04/06/2024
Dear *****************************,
We are sorry your experience with Hilton Grand Vacations was less than satisfactory. A representative from our VIP 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 VacationsInitial Complaint
03/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
They promise you a lavish vacation at a fraction of the cost so they can offer a timeshare in one of their properties. The only obligation is a mandatory 2-hour presentation during your stay. When they offer the vacation, they use high end properties as bait then, when it is time to reserve a room, like magic those properties are not available anymore.I had made my reservation a year in advance for the Waldorf Astoria in Maui, which they kept saying was an option. We paid $1,642.71 for 4 nights (which breaks down to $410.68/night) and we have been waiting for a confirmation for our rooms for months (the reservation only read Hilton brand hotel) I spoke to many agents who kept saying that we had to wait until the property would unlock the rooms. Two days ago, about 40 days before departure, they told me we have been put up at ********* Shores, in a 3-star hotel where I can book a room for $329. Not only was this a downgrade in quality, but it was also a downgrade in location. While we had expected to bask in the luxury of Wailea, we were instead relegated to the desolate landscape of Lahainaan area still reeling from the aftermath of a devastating tornado To add insult to injury, their attempt at reconciliationa meager offer of ****** bonus pointsfailed to address the inconvenience and disappointment caused by their misleading tactics. Considering that the cheapest room in any Hilton hotel requires at least ****** points, this offer is a mere drop in the ocean compared to the inconvenience and disappointment we experienced. Bottom line is that now Hilton still has our money and there is very little we can do about it.Business response
04/04/2024
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 VacationsInitial Complaint
03/25/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I felt the cost and availability are important factors to be aware of and the Hilton staff kept these crucial details from me. They altered the information to make this ownership seem like it was a good match for my life. I do not appreciate the faulty sales tactics used in these circumstances and the fact that I have been exposed to fraud. This level of deception is unacceptable, and I need Hilton to take accountability for what I endured during the sales presentation.My childrens mother passed away, leaving me with the mortgage on our house. I was not expecting this to happen. Now I have to pay the full mortgage payment and support of our children on my own. Also I am paying for all of her funeral expenses, as her mother is retired and has a fixed income. I am in financial hardship.This Timeshare is a burden for me because I have to pay additional bills that I was not anticipating. Now I need to work more and spending less time with family. Had I been given the true and accurate information regarding the membership I would not be in this predicament. With the addition of my childrens mother passing, ultimately I am not able to afford to keep this timeshare. I hope that your company will help me to find a way out of this circumstance as soon as possible.I have been speaking with HGVC regarding my request to cancel and they are saying only option is for me to HIRE a RESALE COMPANY.Business response
04/06/2024
Dear *******************,
We are sorry your experience with Hilton Grand Vacations has been less than satisfactory. A representative from our ********* Services Team has attempted to contact you by phone on April 3 and 4, 2024 to discuss this matter further and would appreciate you responding at your earliest convenience. Thank you for taking the time to share your feedback.
Sincerely,
Membership Support
Hilton Grand VacationsCustomer response
04/16/2024
Sorry I didn't get get back to you sooner but we are still talking with HGVC to resolve this issue. Do I need to open another case if this one is closed?
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1,936 total complaints in the last 3 years.
698 complaints closed in the last 12 months.