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Hilton Grand Vacations Co LLC complaints

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6355 MetroWest Boulevard, Suite 180
Orlando, FL 32835-6203 | Get Directions

(800) 932-4482

http://www.hiltongrandvacation...

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Total Amount in Dispute:
$297,679.00

Total Amount Settled:
$0.00

Complaint Experience

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 some complaints. However, most complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

26 complaints against Hilton Grand Vacations Co LLC 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
1	Refusing to make an adjustment
2	Refuse to adjust, relying on terms of agreement
22	Unanswered

26 complaints against Hilton Grand Vacations Co LLC

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1/15/2024

RESPONSE: Complaint was not answered Amount in Dispute: $6,500.00 Amount Settled: $0.00

Customer Complaint

12/20/2023

The purchase was made on 07/25/2021. It started when we were offered 3-days, 2-nights stay for free if we attended a seminar. At the so-called seminar, I was offered 3,400 bonus points, which come to find out came with stipulations. There was never a discussion about HOA fees or Club fees. I qualified for a 1-bedroom, but there was never one available, so they always told me a 2-bedroom was available, and it costs more. Was not told that my maintenance fees would increase. We were told we could go anywhere and use it but that is not true. Nothing is ever available, or we don't have enough points. Then we realized we were being charged a hidden fee of $1,700. At this point, with what I have spent and the expenses I will have, I will have spent over $12,000 on this timeshare mess. We have been given false information and lied to so much that we cannot continue to do business with Hilton. It's highway robbery! They have found a way to convince people to buy into a timeshare only leaving them high and dry. They do not care about the owners or potential owners. It's all about making a sale, getting money, and nothing more. We've contacted HGV directly 3 times now and they haven't responded at all. They've acknowledged receipt of our request but that's all. They have not once addressed our issues. We want this timeshare closed and the money we paid to Hilton refunded to us Resolution Sought A resolution from Hilton that includes full cancellation.

12/26/2023

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

10/26/2023

Hilton Grand Vacations has done nothing but give me the runaround regarding my timeshare ownership. I have been a loyal paying customer to them, even though I have never been able to use the timeshare and have never received what I am paying for. In fact, I have never missed a single payment. I have spent over 13,000.00 with them. We purchased this timeshare back in 2018. At the time of purchase, the program was not accurately represented by their sales team. They never explained that there would be added costs for their RCI process. I was misled thinking this was something that it's not. There is no availability for when and where I would want to travel. I am not able to travel anymore either. The other owner on the account is in a permanent care facility. He is obviously not able to use the timeshare anymore. So, even though we have paid them all this money, they still want us to pay them an additional 4,000 to GIVE back the ownership. This is absurd. Resolution Sought Void ownership and my money back

Company Response

12/5/2023

Company states; We are in receipt of your correspondence, regarding the above reference owner however, we are unable to locate this owner within our records. To resolve this matter, can you please provide our office with the relevant contract number or member ID? The contract number can be located at the bottom of their closing documents or on their online account. Please also provide the home address and telephone number associated with the account so that may further assist you. If you have any questions, please feel free to contact our office directly at 833.214.1016 between 8am & 4pm Monday through Friday (ET), and one of our agents will be happy to assist you. Sincerely, Hilton Grand Vacations Portfolio Services Department

Customer Rebuttal

12/13/2023

94-516297 Contract number

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