Transitions are hard, especially when they involve the death of a loved one.
Diamond Resorts professes to recognize that. And they sure seem empathetic on their website when promoting the Diamond Transitions program, which offers a what seems to be a way to exit a timeshare contract:
“While we passionately believe in the value of vacations, we also understand that life’s circumstances can change, and we acknowledge certain individuals may be left unable to vacation and enjoy the benefits of their vacation ownership. Transitions by Diamond Resorts is a program that offers qualifying members a safe way to relinquish all or part of their vacation ownership.”
Sounds comforting…in theory.
In reality, Diamond’s Transitions program has proven to be cold comfort to the many Diamond owners who have dealt with the program.
Out of frustration, owners have been forced to file complaints about Transitions with the Better Business Bureau. We were struck by the following story. This owner thought they were fortunate to be accepted in the program… at first.
“After the death of my mother I contacted Hilton Grand Vacations Club [HGVC] (transitioning from Diamond Resorts) in late Fall of 2022 and applied and was approved for their Transitions program.”
There you go. Easy peasy.
“I was then informed that the maximum # of applicants had been received for 2022 so the process would begin in 2023.”
Hmm. Still good news? We hope.
“In January of 2023 I received a request for additional information. That information was sent within the timeframe required and HGVC has confirmed receipt.”
Back on track.
“The problem is that someone logged in their system that the paperwork was not received within the deadline. I was not notified.”
Uh-oh.
Well, we’re sure it’s just a little communications glitch. Diamond’s a big company.
You know, so many owners. Soooooo many of these owners trying to get out.
Of course you just need to have the Transitions people talk to the people in Billings.
“I have now called many times to have this error corrected and to finish the transitions program. I consistently get the same response: we will write to our supervisor and someone will contact you.”
“I have never been contacted by phone or email after any of these attempts.”
Hello? Is anyone there?
“In the meantime, my aunt, who is joint owner of the timeshare is receiving invoices for maintenance fees because the system took us out of the transitions program.”
Clearly someone is there – at least in Billings.
“HGVC has admitted on several occasions that the removal was done in error yet has done nothing in 10 months to rectify the problem.”
Ten months? For one division to call another?
It’s almost as if Diamond doesn’t want to help you out – or to help you “transition out.”
“It is difficult enough to deal with the loss of a loved one but to have this issue lingering for a year and a half is totally unacceptable.”
We agree. What will it take to get through to Diamond?
That’s a question for Mark Wang, the CEO of Hilton Grand Vacations, which purchased Diamond Resorts in 2021. Let’s email him at mark.wang@hgv.com and ask who’s getting lost in Transitions – Diamond owners…or the whole Transitions staff?
We should also contact Jason Gamel, the President and CEO of the American Resort Development Association (ARDA), the trade association for the timeshare industry. After all, he’s also a board member of ARDA’s Resort Owners Coalition, which is supposed to advocate for owners. Let’s email him at jgamel@arda.org to see if he can do anything to help owners who are lost in Transitions.
Having trouble getting through to your timeshare company’s leaders? Use this list of ARDA VIPs to find out how to reach them.
Can’t find an exit out of your timeshare company? Share your journey with us at info@timesharefacts.com
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