Heritage Grand Vacation Club Bhd review: Bad service. 94

Last year I went to HGVC office in KL as I was unable to book any holiday like all of you. Email was not answered, phone was not picked up. Upon entering their office, I found out that their establishment has shrink tremendously. They used to have many staff, with each staff handling different regions of holiday. Since they moved their office to Megan Avenue, they are left with 2 staff. One being Azhan, who many of us are familiar with.

I had a long conversation with him, while filling up a new request form on the spot and ask him to process. It worked as I managed to get 2 nights in Heritage Ipoh last year. But this is not what I wanted to share here.

It appears that HGVC is going through a difficult time. They are having serious financial issue. If you understand how time share works for the operator, you would know that it's base on exchange program. This means that HGVC needs to exchange their rooms in Heritage Ipoh and Heritage CH with other time share operator. The higher demand for these 2 Heritage hotels from members of other time share operator, the higher bargain power HGVC has. 2 hotels are never enough for the exchange as HGVC needs to offer many affiliates to member. So HGVC will use our membership money to invest in new properties, in order to increase number of Home Resort. Base on my source, not HGVC staff. Yes, I have other sources about this company as I know some financial institute friends, the investment made by HGVC owner in China went south. HGVC had lost a lot of money.

Now with no or very little money left, and the quality of the only 2 Heritage hotels deteriorating over time, the condition of HGVC has gone from bad to worse. HGVC can't afford to increase the home resort, and worse, the two Heritage hotels which are managed by different board started to limit the number of room offered to HGVC. With limited room available from Heritage hotels, HGVC no longer have any room to exchange with timeshare operator. HGVC doesn't even have enough room for the members.

That's why starting from 2011/2012, we are only allowed to make reservation on these two Heritage Hotels, and unfortunately the number of room allocated by the hotel is way below the number of holiday requests we sent in.

I hope the above explained the situation. I still have about 20 years of membership and I have very little hope that I could get any successful hotel reservation moving forwards. Having said that, please do not release your temper towards Azhan and his colleague who I didn't get his name. They are just making a living. If you want to blame, blame it on the HGVC owner.

I had fight with the Assistant Manager named Azhan during my inquiries about entitlement of my holiday. He said that this is his responsibility and did not want to pass the phone to his manager. For your information my room entitlement for 2011 & 2012 already forfeited! And I already paid the maintenance fees for that particular year. The reason is the same like all of u, which is FULLY BOOKED! What the FISH! And last month when I want to finished my 2013 entitlement, he said that I'm not entitled to use it because I'm not paying my 2014's maintenance fees. Is that necessary for me to pay if I know that my entitlement will forfeited again? Haihh..so disappointed with this club.

I'm Keat from Penang same victim with all of you, the worst thing is we can not go to KL office too far, applying the holiday of our entitlement is worst than applying government low cost house

I am also one of the victim who paid the membership fees just by swiping my credit card in few payments in 2003 (if not mistaken) dreaming and in high spirit on going for holidays but "never ever" use their facility due to very very difficult to book because of no availability. I am going to get advise from PPDNKK too soon...

I'm fed-up of calling KL office concerning my holiday request since May 2014. And totally pissed off waiting for reply from mr Azhan.

Will pay a visit to the nearesr tribunal tuntutan pengguna Malaysia/PPDNKK on Monday.

I suspect they sold our allotment to public. You know anything may happened especially to HGVC.

Assalamualaikum and very good morning...
saya cume nak share apa yang sedang saya lalui sekarang. saya melalui masalah yg sama juga. booking seawal 6bln pun tak boleh dapat tempahan malah sangat sukar berurusan dengan mereka.
Julai 2013 lepas saya failkan kes tuntutan 7malam untuk 2011 yang saya tak dapat ke tribunal tuntutan pengguna di Ipoh. Tribunal award saya RM7000 dgn kiraan RM100/mlm. HGVC bawa kes ini untuk di semak ke Mahkamah Tinggi Ipoh. Insyaallah pengurusan kes pada 14 april ini untuk tarikh sebutan. saya sangat berharap kes ini akan menang, bukan semata-mata untu RM700 tetapi untuk kepentingan semua ahli HGVC. supaya HGVC komited dalam menunaikan jajnji mereka masa jual timeshare dulu...

Hi anyone file complain at TTPM?
What is the chance of success, to get your money back? Please share your experience.
Mr Adnan's post in 2013 provided some advice, but want to see if anyone manage
Please share your experience. Thank you!

http://ttpm.kpdnkk.gov.my/portal/index.php/en/2012-06-25-10-05-41/addresses-of-tribunal-branches

1) I have been paying my maintenance fees for 5 years already. 2) Every time when i call, there's no answer though phone kept on ringing. 3) Still recently i sent an application letter to carry forward my entitlement to next year recently, receive no reply. 4) My application to get new membership card also receive no reply. How come?

Me too getting fade-up already, i just put in my request again beginning of the month through email, but till today no reply.
any one knows whats the outcome of the AGM ? me too do not received any notice of meeting is a must to inform all members for attending the AGM its unconstitutional according to ROS, may be we must act now to report this matter to ROS if the service is not improving.
I am still waiting for the reply from HGVC management.

I faced the same problem too, fees paid but can never get the rooms booked. I wrote in for a complaint few years back but was replied by their marketing person in a real sarcastic way. If anybody willing to group us together to file complaints to any consumer association, please count me in.

I totally agreed with all of you so wats the outcome from the agm?
Who is the elected chairman, .
I do not received any notice for the agm isit constitutional ? Like wise any news or letters fr hgvc long time ago!
What is the solution now.pleas keep inform all of us.thanks...

i agreed to all the comment HGVC has give service member since 2003 tedious to get booking SL HO

Masalah saya sama juga. Tak boleh book dan webpage HGVC pun dah tiada. Lepas ni nak pergi TTPM. Terima kasih En Adnan.

I and my friend face the same problems with all of you. I'm so frustrated to make booking with HGVC. The staff is not helpful and no follow up at all. The hotels under their timeshare always fully book even thought low peak season. How true is the hotel list that they provided to us? I tested them with a booking make immediate on the 1st day mid night and early morning which the day that hotel open for booking. I and my friend personally called in to make sure they received our fax copy of form. Yes they did. But week later, no replied, we called in to follow up ourselves. And under our expectation, the hotel was full and not available. From this lesson, we knew that they actually no room offered by their timeshare hotel during certain week. So it's not the matter we as member didn't plan our holiday earlier or we request last minute. But all is HGVC strategy for cost saving! Where all our membership fees GONE? We as member, not even can enjoy the service but just keep paying maintainable fees! With no opportunity to stay, why we need to pay maintenance fees?

Hi HGVC, what happen to your service, we all are paying members . So, we are paying to make your business survive don't you know that? We are not asking free stay instead ! Like me have fully settled all your bills and again unable to get any rooms as my wish. Your management people are not efficient enough to run this business maybe, so its better to refund it back all our money that we invest so cal your stupid Heritage Golden Vacation Club! I'm been your member since year 2000 until now. Yet, no any improvement at all...!
Its better you people do something before we all HGVC members file the legal petition against HGVC...try to value our members rights and request.

Kumar

as..salam...saya pon terkena..masuk club dari tahun 2005..tapi 2013 disember baru nie baru dapat book..itupon..sebab saya ke HQ heritage di Megan Avenue...mengamukk kat sana...mcm tipu jela HGVC nie...annual paymntz kalau tak bayar siap hantar surat call lagi...tp time kita nakk booking manjang full je...bengang btol...

I am Mdm. Wong C.C. and i also feel cheated, really CHEATED by HGVC. I joined in 2003, paid RM 15, 400.00 membership fees & have been paying my annual fees cos HGVC is worse than ALONG, will chase us for money then only confirm 2-3 nights hotel stay a year. For Gold odd members is 7 nights/ 2 rooms per year or 14 nights/1 room per year for 34 years. I emailed HGVC on 23-May-2013 to transfer my 2011 unused entitlement to 2013, there's no reply. Members were told it's automatic transfer. We want to use our entitlement, but always HGVC can't confirm our many bookings, then HGVC inform us our entitlement EXPIRED. I relephoned HGVC on 22-Nov-2013 to check my bookings, reply "this telephone number is not accepting in-coming calls", what service is this? I emailed to editor@thestar.com.my &e-aduan tribunal for consumer complains because of HGVC VERY BAD SERVICE & CHEAT CONSUMERS.

Me too.Always no room avialable even if you book 1 year in advanced.List of hotel also getting less by the month.When its time to pay the annual maintenance fees, they will call you everyday but when you call to check for your booking no answer.I would like to suggest to
everybody not to pay the annual maintenance fees anymore and should report the matter to the nearest Kementerian pengguna.Very very bad service.

I paid for the maintenance fees for 5 yrs until 2016 and what did I get, when I fax to book a room they said they did not received the fax and on my side my fax machine print a report of the fax stating that it is fax out. After the AGM, I'll definitely go to Tribunal to claim back the maintenance fees which I've paid in advance.

this club really stupid, it was the baddest vacation club in the world. Myself was fully support n agree with everyone above. I joint this club nearly 13 years, but only can get the free room from the starting few years, after 2010 until now never get 1 room too. Every time I fax my booking to the office in kl no reply. When I call to the management, they said didn't receive any fax. So I started to email, but the stupid answer was same. Finally I make a decision to cancel my membership. They promise can refund only 2k to me, but until now already 8 months no reply yet, still cannot get any answer, what the ###ing guys to the management . It's really Tipu orang punya club. If I can meet their boss one day I must scold him deep deep man
.

make a booking about 4 moths in advance. since no reply receive, made a phone call to headquarters and was inform that all the hotels listed at HGVC website not relevant anymore. The only hotels that can be book is only in Ipoh and Cameroon Highlands. I was wandering maybe the club is under going the proces of winding up.

Fully agree with all the complain. I feel HGVC is going to bankrupt soon. Anybody remember tak? Last few years HGVC ada buat competition for lucky draw. Members yg nak masuk lucky draw kena bayar annual fee 3 years in advance. Hadiah cukup lumayan, kalau tak silap kereta mewah. Last2 yg I dengar lucky draw entah ke mana, hadiah kereta tu boss HGVC sapu...phuii. Starting this year, I dah tak nak bayar annual maintenance. Dah la bayarannya dah naik, I ingat dah 3 tahun try booking tak dapat2. Apa kita semua member kita wujudkan satu group utk kita communicate each other and to take further action e.g. filed a complaint ke TTP ke etc

Please every body attend the annual general meeting this Dec.2013 and protes for their bad services.

same here. facing the stupid problem also. Book 6 months in advance also no rooms. their service is really bad...please write a complain to this email. yusliza@hgvc.my

Sy jg mnerima keadaan yg sm.asyik fully booked je.mtk duit servis laju je, cwgan kt ipoh pun dh tutup.mmg nk pg ke ttpm .nk buat aduan...ada bilik tk blh book.ms brjln.bikik burn...

mula2 introduce hgvc mcm2 kelebihan yg boleh diperolehi. bilik boleh dibook serta-merta. akhirnya Hotel Heritage pun susah nak booking. hotel lain jgn harap lah. tiap kali apply, jawapannya fully booked... buntu sekarang.

I am from Penang, Also having same problem, booking always full, no reply and have to call many times... Last time when there is branches in Penang.. the service is not bad... can get room easily. Now i have burn up my nights for 2 years, cannot use... I want to file complaints too...

Yes, yes very bad bad service, If happen to meet the salesman, I will give him a punch in his face.My points burnt for many years, Never manage to get any holiday package.
Always full, hotel never reply.No rooms.One funny thing, one person will pick up the phone and say, we have your form we will call you back after the Hotel replies us.Then another person picks up phone as says, your form is not here.Very funny service.
Moreover I can't call the higger officer or CEO or manager.
One of this days I am going to drop by their office.See what happens.
Maybe high time to make a report to Bank Negara.

I am also facing the same problem here. I don't know which else is working except for Mr Azhan. Need help

Complaints can apparently be made to The Ministry of Domestic Trade, Commerece
and Consumerism. Their toll-free number is [protected], to get advice where to lodge official
complaint which is dependent on your location. For K L and Klang Valley, it is likely to be their
office at Tingkat 16, The Mall near PWTC. Worth checking it out.

Trully agreed. I experience the same situation. Phone call no answer, fax no reply. I want to booked even 6 months in advance but not allow. Ask me pay anuual fee then only can get booking but at the end of the day also cannot get even Heritage Home Hotel like Cameron. For News letter that they promise to send to member every year I no longer receive for many year.
Very dissappointed with such service, I going to find my agreement & follow En. Mohd Adnan's advice to file a complaint too.
Thanks a lot En. Mohd Adnan.

Fully agree. Surprised that they can get away with such bad services, especially when members
have to pay joining and annual fees in advance. We paid 2 yrs fees in advance for 2011 to 2013, and could not get any booking even though we booked months in advance, for China, Thailand, and within
Malaysia. Is there any recourse for the relevant government authority to investigate and take more
serious action than just handle consumers' complainants? With so many members having lost
out, the whole situation is beginning to stink.

Totally agree that their service is super bad. Email or call all no response. The only time they respond is when it is time to pay maintenance fees. Their service was ok the first few years that I joined, but the last 3 years have gone from bad to worse. Am going to find my old agreement and receipt and follow En Mohd Adnan's advice to file a complaint with the Tribunal Tuntutan Pengguna Malaysia.

if our request cannot be processed, rightly they must inform us...they make us wait and here we are planning our holiday not
knowing that we are not going to get that holiday...it is so selfish of them to do that...
they make promises but do not keep them...

yes, I agree the Bad services of heritage grand vacation club bhd.
Called always no answer, email no reply...seem like they are going close down on bisness.

Kenapa setiap panggilan talipon tidak dijawab. Saya telah beberapa kali membuat panggilan talipon tetapi tiada yang menjawab. Pertanyaan melalui borang maklum balas juga tidak berjawab. Kenapa menyusahkan ahli?. Semua saluran untuk berhubung tidak mendapat tindakan daripada pihak syarikat. Apa sudah jadi?

Kenapa panggilan talipon tidak mahu dijawab? Saya telah beberapa kali dalam satu hari cuba talipon tetapi tiada orang yang menjawab. Nada dail bebunyi tetapi hingga tamat tiada jawapan begitulah seterusnya.Pertanyaan saya melalui borang maklum balas juga sampai hari ini tidak berjawab.Harap maklum.

also go to facebook and see the page Heritage Grand Vacation Club. Many people are unhappy too...Please keep in touch thru that page it is easier for me

Go to the nearst TTPM Office to your place TTPM is Tribunal Tuntutan Pengguna Malaysia. It is under the Home Ministry. If you file your case there (RM 5 only), the customer service manager will have to come and you can present your case in front of the Pengerusi of TTPM. Very easy and people friendly. U will have a high chance of winning and getting your money back because you are a pengguna and they cannot use any lawyers against u. They have to send their manager. Please go fast and file your case also more importantly, PLEASE PLEASE tell all other members of HGVC that feel cheated to go file their cases fast. More people is better. This is the list of addresses of the nearest TTPM Office near your area:
http://ttpm.kpdnkk.gov.my/portal/index.php/en/2012-06-25-10-05-41/addresses-of-tribunal-branches