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Hilton Grand Vacation Club complaints

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6355 Metro West Blvd Suite 180
Orlando, FL 32836 | Get Directions

(407) 745-3157

http://www.hiltongrandvacation...

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Total Amount in Dispute:
$57,856.00

Total Amount Settled:
$0.00

Complaint Experience

20%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, some complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

5 complaints against Hilton Grand Vacation Club closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
3	Unanswered

5 complaints against Hilton Grand Vacation Club

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12/13/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $6,865.13 Amount Settled: $0.00

Customer Complaint

11/8/2023

Hilton has stopped communicating with us and has yet to provide a resolution to our issue. We have not been able to use the timeshare as we were told we would be able to. Originally we thought we didn't receive promised bonus points from them. They provided documentation showing that we did receive them but even then, it doesn't do us any good. We are still unable to use the timeshare. They didn't accurately represent the timeshare or explain all of the costs associated with the ownership. They intentionally hid fees from us and misled us into an ownership that is useless and has not value to us. We have not received what we had agreed to pay for and are being charged more than what set expectations were during the sales presentation. Resolution Sought Void ownership and be refunded money paid to them so far.

Company Response

11/29/2023

Company states: Thank you for contacting Hilton Grand Vacations. The below was handled by Hilton Grand Vacations on November 14, 2023.

Customer Rebuttal

11/30/2023

HGV has NOT handled this. We have received neither paperwork to sign the deed back to HGV, nor any reimbursement for our stress and anguish of dealing with this misrepresented program. Salesperson Fernando Inciarte withheld information regarding the true cost of the timeshare. HGV either stands behind his words or endorses his lies.

10/15/2023

RESPONSE: Complaint was not answered Amount in Dispute: $35,390.99 Amount Settled: $0.00

Customer Complaint

9/19/2023

Was wrongfully deceived about trading points for resorts in both New York, NY and Washington, DC. Was told during a sell's presentation that the points from our purchase would be useable at those locations. After becoming a property owner and trying to book a reservation at The club in Washington, DC, came to learn that only property owners of The Club at Washington, DC can book reservations either there or in New York, NY. They intentionally lied to create a sell. Also HGVC does not allow owners access to RCI to trade their points for resorts outside of HGVC. HGVC tries to keep property owners under their thumb to persuade them to purchase more property. Under terms and conditions The District by Hilton Club in Washington, DC shows that the VIP program allows 3-7 nights stay, however when trying to book a reservation it states that you must be a property owner at The District by Hilton Club. Not being able to use Resorts Condominium Incorporated or RCI and Resorts in both New York, NY and Washington, DC makes the property purchased in Barbados and 6000 points worthless if it's not useable at all Hilton Properties shown under Hilton Grand Vacation Club Max program. Resolution Sought To be allowed to use Resorts Condominium International and properties such as those found in New York, NY and Washington, DC or any other Hilton which appears in their website appears as resorts to trade points from property ownership for reservation booking. Such properties as The District By Hilton Club in Washington, DC, that they use to entice possible new owners with. As it stands my purchase of $17805.00 is practically useless if the property is not useable for other PROPERTIES OR RCI

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