Frost Brown Todd, LLC

I would like to file a complaintI would like a refund of my cost of travel expenses to and from the ResortI was invited to the resort and then mistreatedORWater park tickets would be great!! They (the water park associates had great customer serviceUnlike the ------ and the front desk associates.This is due to the fact that I received a response from a Ms [redacted] in which my letter/email was misinterpreted or the staff just liedThis is the letter from Ms [redacted] to me: Mr& Mrs [redacted] , I typically do not answer an email that has no name attached I was able to find your name through the front desk.I understand that you were here for a promotional stay We certainly apologize that the ice machine in your building was not working We cannot always foresee these inconveniences and were glad that you were able to get ice from Building We certainly would have moved you upon your request.It appears that you were given our new great rate of $per night through [redacted] at the front desk We just changed these prices and she was able to offer you a rate even lower than you originally discussed You mentioned that you were not going to use your WaterPark passes so we agreed that if you returned them, we would only charge you $ This was an exception to our rule, as we do not normally do this You accepted this offer After this, you informed the desk that you already used the WaterPark passes Therefore you were quoted the original $rate because the $rate was only good with the return of the passes Since you decided not to pay the $100.00, we could not allow you to stay The deal you made was based on return of the WaterPark tickets.We are sorry that you feel that you were inconvenienced as we always want happy guests We did offer you a deal and you decided not to accept it I hope that you decide to return at a later date!!Best Regards, [redacted] Hospitality Service Director| Massanutten Resort ® My response to Ms [redacted] : Hi, I am [redacted] I thought I added my name at the bottom of my email, my apology for not including my name in the subject lineI was not offered the another room the 1st night as Ms [redacted] said I should have been.Would it be possible for you to respond to my email address: [redacted] Your messages is broken up into sections & I can not understand your messageMs [redacted] , just because the stay is a promotion doesn't mean the guess should be treated any differentJust as the first thing you mentioned is that we were on a promotional stayThe way the front desk staff are not very nice and welcomingThey were rushing me off the phone anytime I called with a question.It seems that promotional customers are treated poorly and given rooms that are basically thrown togetherI would have rather not been contacted if I was going to be treated like a criminal.*It just was not right how we were treated.No they wanted the water park tickets & $in which did not make sense.*That was not what I was told the night of departureThey wanted the tickets & the $Everything has been twisted into & different that what Ms [redacted] and I spoke upon in which no one would even allow me to speak with Ms***.***April 6, Monday, I have not received a response from Ms [redacted] as of yetIt seems she's closed the matter because the message I attached from Ms [redacted] to myself in this email/above is the message Ms [redacted] sent to my emailSo she received the message of me asking her to send the message to my email as well as me explaining again my situationI could have gotten our belongings without being watched by an officerI/we did nothing wrong to be treated in such a wayMs [redacted] did not even address that issue unless she did so by saying I had to leaveBecause the offer that was made to me by Ms*** Was not offered to me once I returned to pay the $and get a new key per Ms***.This is just hard for me to believeThe thoughtlessness of a customer no matter the kind [redacted]

The person sending this complaint is not an owner nor a co-owner on the account that he is referring to Therefore, we cannot discuss this ownership with themPlease let me know if I can be of further assistance [redacted]

We have no record of anyone calling and trying to make a reservation and we normally record all conversations However, disregarding this we do have a solution for Ms [redacted] issue We have researched and found that her mortgage on the property is paid in full Therefore, we do have an option in which Ms [redacted] can call the owners association at ###-###-####, pay $processing fee and we will get her deed recorded out of their name and back to the resortThis option would make her free and clear from her ownership at Massanutten Please let me know what Ms [redacted] would like to do Thank you and happy holidays – [redacted]

This is in response to the complain filed by [redacted] *** I am sorry but we cannot honor her request to cancel her timeshare contract This contract, like any other, is legal and binding Under Virginia Law and the Virginia Timeshare Act, Ms [redacted] would have needed to cancel within seven days of the purchase by written request She would have needed to send a certified letter requesting this We received no such notice which is not the fault of the resort She waited well over a month to call and she was already out of rescission at that time I hope that Ms [redacted] decides to come and bring her daughter and/or friends and enjoy the resort It is truly beautiful and I hope that she does not choose to foreclose I believe if she came to vacation she would decide it was a great idea to purchase at Massanutten Best Regards, [redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The first letter I received following my deposit payment on 10/was a letter requested during a phone call on 10/with Ms [redacted] Following the phone call, Ms [redacted] emailed me the letter During my conversation with Ms [redacted] I assured her that there was no need for me to provide my email to her to confirm that it was correct in the system, as I confirmed this information twice during conversations on 10/ I have corresponded with Massanutten representatives previously via email The [redacted] email domain is not block through my internet webmail provider, [redacted] ***, nor is it filtered within my profile settings Despite the logs and screenshot provided, no email was sent to me prior to 10/31, following my attempt to be refunded $ This is a day after I was told I would receive the time / location information which my $deposit should at least afford me, and what was stated by the representative during the 10/phone reservation I received a hardcopy of the letter today, 11/at my residence The letter was postmarked 11/ Regards, [redacted] ***

Assigned ID [redacted] Attached is a copy of my contract to support my request to cancel my contract It clearly states that I have one week per calendar year for vacations at the resort I was only able to take a vacation in I can be contacted at ###-###-#### or ###-###-#### [redacted] Regards, [redacted] ***

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I'm not sure who this response was supposed to be for, but I'm [redacted] not Mr [redacted] ? I have been contacted by Massanutten and they are trying to resolve the issues but I have not received a formal offer to resolve the issues Regards, [redacted]

I would suggest that Mr [redacted] contact our on-site RCI representative, [redacted] She is very knowledgable of the system and how it works and would be happy to help Mr [redacted] with his RCI issues Her number is ###-###-####, ext*** She is extremely busy and he may have to leave a message, but she will definitely get back to him Other than this resolution Massanutten cannot provide the request to cancel We certainly hope Mr [redacted] becomes an owner in good standing and enjoys the vacations he so deserves [redacted]

We have refunded Mrs [redacted] the money that she requested Please let her know that it may take several days for it to show up on her account Thank you and have a great day [redacted] [redacted]

We are not able to honor the request made by Mr [redacted] He has a contract that is legal and binding and he needs to fulfill his owner obligations He signed an acknowledgement stating he understoond that things he is now disputing One solution might be that he speak with our on-site RCI representative and she can help him with his RCI issues She is extremely knowledgable and I am sure that she can help Thank you, [redacted]

Our Sales Manager, [redacted] has had Mr [redacted] 's closing officer contact him and they have discussed this situation It is my understanding that Mr [redacted] spoke with [redacted] and that they have resolved the situation Please let me kow if you find out anything otherwise Thank you for your time with this matter Regards, [redacted]

I am responding to the complaint from Mr [redacted] I just left a message on Mr [redacted] 's answering machine I explained that the gold card and certain privileges are a perk of buying directly from Massanutten It is true that Mr [redacted] pays the same maintenance fees However, by buying from a resale company or other party, this does limit him to only using certain amenities during his owner week and he is not entitled to a gold card The fact that Mr [redacted] pays the same maintenance fee is irrelevant because he did not pay the same amount for his timeshare as those that buy directly from us We appreciate when our owners buy directly from the resort and therefore offer some incentive to do so In addition, legally the person that Mr [redacted] bought his unit from should have supplied him with a certificate of resale and Mr [redacted] would have known exactly what his ownership includes and what he is entitled toThe fact that this was not done, is not a fault of Massanutten The owner should have supplied this document and the buyer should have requested it In my message to Mr [redacted] , I explained that we definitely were within legal bounderies and that he was more than welcome to write a letter to the board with his concerns I gave him the address to do this If you need anything further, please let me know [redacted]

I am responding to the complaint filed by Mr [redacted] Please let Mr [redacted] know that we will be refunding his money and putting him on the appropriate "do not call" list He should see the refund on his account within a week I hope that he is happy with this resolution Regards [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Did get the refund Regards, [redacted] ***

I have nothing further to offer, other than to speak with our on-site RCI representative, [redacted] Her contact information is ###-###-####, ext*** Please let me know if you need anything further [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] *** I will accept Massanuten's offer to pay the $

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I'm not sure how Ms [redacted] can approve emails to be sent to me as per the responseHowever, my complaint was not that she did a "courtesy" reminder, but that she lied on several occasions, refused not to contact me as requested and harassed usAs I said that is the reason for the complaintPayments are due by the 25th per the agreementI will be forwarding the details of my complain to the FTC as wellThis company should not be allowed to treat customers this way especially since theirBusiness is operated off of referrals Regards, [redacted]

We will be refunding Ms***'s $ Please let me know if you need anything else Please let her know that it may take a couple of days for the transaction to go through Sincerely, [redacted]

I do not have a answer that will satisfy Ms *** We will not be contacting her againSince I can find no proof of harassment, I will apologize for any inconvenience Massanutten has causedRegards, [redacted]