Frost Brown Todd, LLC

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 Refund received on 12/15/14, complaint resolved Regards, [redacted] [redacted]

I am responding to the complaint filed by Ms [redacted] We certainly apologize for any misunderstanding that may have happened Some of our promotional visits do include WaterPark admissions and some do not The [redacted] 's package did not Therefore, as a gesture of goodwill, when the [redacted] 's do visit the resort, I will issue them three complimentary passes for the WaterPark I am not able to issue them for their entire visit They will need to contact me directly or my Assistant [redacted] at ###-###-#### They may dial either extention [redacted] or *** Thank you and let me know if I can be of further assistance Regards, [redacted]

This is to inform you that Mr& Mrs [redacted] have been credited their $ Mr [redacted] called and thanked the marketing office Regards, [redacted]

I received an email from our Sales Manager, [redacted] , and he stated that he had spoken with this gentleman and that the issue is resolved If you find this is not the case, please let me know [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 This natural person is [redacted] and I am the owner of the account in question I have changed my name to [redacted] and I have notified this resortI am the authorized representative for [redacted] as well I can submit a name change affidavit to the resort again but this time I need a natural person to send it too I can send or fax the information because funds are sent to this resort every month and no one has contacted me to find out where to put the funds or to return the funds I can be reached at ###-###-#### for additional information

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 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 am unsatisfied with the response to my complaint because I have given the Great Eastern Resort . all of my contact information. When funds were not going to the "right" account, someone in customer service should have contacted me via telephone, email, snail mail etc. and had a discussion with me so that I could correct the problem. Instead of giving me a courtesy call etc. they decided to forward their issue to a company to which I have no contract (a debt collector). I do not have to make a new contract with another company. I can resolve this issue with Great Eastern Resort with just a little effort and common courtesy. If Great Eastern would like to continue our relationship then they are going to have to work with me. They have made their company quite confusing for me and when funds are allocated to them incorrectly they don't make an effort to correct the problem or place the funds where they were intended to be placed. I have set up two separate accounts to make sure that funds do not go to the accounts where they are intended to go. I would like to have all fees and late charges removed as I believe that if Great Eastern was a company with courtesy and proper communication skills non of this would have occurred in the first place. Regards, [redacted] **

I have reviewed the response made by the business in reference to complaint ID ***, 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 resolvedI have only asked that they allow us to make payments as we have agreed (per the attached documents)We will continue to make payments until the account is brought current and appreciate it if the calls would stop as requested on numerous occassions.
Regards,
*** ***

I am responding to the complaint # *** regarding *** ***. We are not able to honor Ms***'s request to cancel her contract. This contract is legal and binding and follow all rules and regulations of the Virginia Time-share Act. The act is clear and specific with respect
to rights of rescission for time-share owners in Virginia. The closing documents and disclosures from her purchase provides clear timeframes and requisite steps for purchase cancellation requests, all of which have lapsed and are no longer available
I have attached an "Acknowledgement of Representation" that disputes the fact that Ms*** did not know that she only was to occupy during odd years. Specifically, if you will note number and on the Acknowledgement that Ms*** initialed, it specifically states that she understood that she would occupy her timeshare every other year and that the first occupancy would be
In addition, Ms*** has utilized her timeshare and enjoyed several vacations due to her timeshare purchase. Therefore, we hope that Ms*** will remain an owner in good standing and start enjoying the vacatons that she purchased and deserves.
Best Regards,
*** ***

I have spoken with *** *** and she got a call on her answering machine. She returned the call and left a voice message to Mrs*** regarding this issue. Once again, if they contact Ms***, I think they may be able to resolve the issue. I will not be able to help them but she possibly may. Her phone number is ###-###-####, ext. ***
Thank you,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, 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
Thank you for taking the time to respond to our concernMy family and I appreciate it
Regards,
*** ***

I have already responded to Mr*** via email and explained that a separate company does our marketing. I also told him that I have passed his remarks to the proper individuals. In several emails we have directed Mr*** to email *** or to call
***Massanutten has apologized to Mr*** and let him know we relayed his comments
Massanutten does not set the policies for the marketing company so therefore cannot offer a solution for his problem other than we can put him on a "do not call" list and he will not be contacted again. If Mr*** would prefer this, we are happy to do so
Best Regards,
*** ***

Unfortunately, we have no way of knowing what account the owners intend to pay towards. Therefore, when they pay, we designate the funds to the account that they tell us. It is not up to us to question or correct where the owner directs us to pay.I am sorry but we cannot do anything to correct this error on their part. There are two totally separate companies that they are involved with and it is strictly their responsibility to make sure their funds are to the appropriate account. Thank you, *** ***

I am writing to you regarding the complaint file by *** ***. We are not able to produce the resolution that Mr*** is requesting. Mr*** signed an "Acknowledgment of Representation" at the time of his purchase stating that he was not relying on verbal representation and
that he understood the terms of his contract
Some of the statements that Mr*** stated are not completely accurate and I think it is purely some misunderstanding on some of the items he is dissatisfied with. I would suggest that Mr*** call his closing officer and speak with him regarding his timeshare. If he is not able to reach his closing officer, he may contact me at ***
Please let me know if I can be of further assistance
Regards,
*** ***

I have forwarded this complaint to the marketing department for their review. We also appreciate Mr*** taking the time to write with his commentts and concerns
The main reason for this type of marketing is that some people will never call back and then they miss the
opportunity. However, I will definitely pass the comments along. If the ***'s would like to come for a promotional visit they can contact me and I will get them in touch with the correct person
Regards,
*** ***

We did experience a crisis at the resort during this weekend that the ***'s refer to. These issues were out of the resorts control and we did our best to accommodate many guests. I understand that this experience was not pleasant for the *** family and everyone else was
dealing with the same issues as well
As a gesture of goodwill, we are inviting everyone back for two complimentary nights (based on availability). We are certainly sorry that this incident occurred and we hope that the ***'s decide to take our offer and come back and enjoy the resort
Best Regards,
*** ***

We do not have record that her daughter called in and we normally document everything However, if that is the case, I will be more than happy to talk to either one of them and try to resolve the issue and find them a vacation Just let me know.Thank you,*** ***

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am not satisfied! It's my opinion that the business can not say they went above and beyond, that is something that I the customer should say if that were the case I just love the way the switch is a key point of the business.My complaint is actually on the treatment after the switch of roomsMeaning we were treated even worst once the switch was madeIn which in my opinion is clearly based on the price of the condo I was switched to instead of the of providing good or decent customer service. In which I hoped for and thought I would and should have received!!It saddens me that the company would not refund $as I was not satisfied with the service & primarily after the switch was made periodThis is not a decision that the company Massenutten can make for meAgain, I see that "the customer is always right" does not live at this business/it is not honored!!!
Regards,*** ***

I spoke to the Sales Manager again and he is unwilling to cancel the contract. I hope that Ms*** chooses to use her timeshare and have wonderful vacations
We consider this closed as there is nothing else that Massanutten can do
Regards,
*** ***

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am responding to Massanutten response to my complaint against them
First of all I would like to ask where is the honor, integrity, and loyalty from this company? I have been a member since and yet I cannot get any support from them
Ms*** *** claims to have spoken with the sales manager and Mr***, yet I have phoned and left several messages for both Mr*** ***, and Mr***, and to date, neither one of them has returned a called to me
As an employee of the *** ** ***, we were furloughed twice last year, yet I did not miss not one payment, and paid on time. Now that I am asking for assistance from this company to assist by canceling the new contract and reinstating the old, so that I can assist with the education (college) for my daughter, they are reluctant to do so.
I have worked diligently to resolve this issue as you will note from my actions below:
On Dec 2014: I started calling Massanutten in regards to cancelling the new contract, and through several calls and transfers, I was never transferred to the correct department and/or person. Finally after several phone calls, I was able to reach a young lady who informed me that I needed to contact the Closer for my transaction. She directed me to look inside my green and white box that I was given at closing, and informed me that there should be a business card with the name and contact person on it. I found Ms*** ***’s name and number, and began calling the number. Upon calling that number I was directed to several different departments such as public relations, front desk, etcand after informing each person on the other end of my situation, I would be advised that they could not assist me with my problem causing me to be transferred over and over again
From 14-Dec 2014: Please note the call log that I have attached that shows my diligence in ttempting to reach someone regarding my request for cancellation. I was only able to leave messages and did not get any return phone calls until Dec which I recount below
On Dec 2014: I had made several attempts for assistance to no avail, until I stated I need to file a complaint because no one was helping me, and then a lady took the time to hear my situation, took down my name and number and stated that she would call me back. As promised, she called me back and transferred me directly into Ms***’s voice mail. I was able to leave messages for Ms***, but again facing numerous calls and leaving many voice messages for Ms***. Ms*** finally returned my call on Dec 2014, @ 1:56PM. I informed Ms*** of my situation regarding me not being able to afford the upgrade/transfer from weeks to points; due to my daughter’s college education, and me being a single parent. Ms*** stated that she understood, and stated that there should not be a problem since I would still be an owner, I went from points to weeks, and the company would still
have my business. Ms*** directed me to write a letter and put in the letter what I had told her, and faxed it to GERC, ATTN: to her by the end of the day; and that I would be receiving my refund of $within days. Upon completion of our conversation, I went to *** to fax over the letter with the required information to GERC, Attn: Ms*** ***. The letter and *** confirmation was forwarded to you in my previous correspondence
I thought that everything was handled once I did as I was directed by Ms***. On Jan 2015, I received a letter from Great Eastern Resort Corporation, informing me of the new contract and the amount that will be deducted from my account starting on Jan 2015. I began the calling cycle again by calling @4:06pm to the Great Eastern Resort Corporation…I spoke to a lady who identified herself as *** (who works in the finance office) first who then transferred me to a lady by the name of *** ***. *** (who works in the finance office) stated that she had my letter and that it had been scanned into the system, but it was nothing that she could do. *** stated that I needed to speak back to Ms***. So again, I called Ms***’s number however this time I was transferred to another number, which a person answered, and I asked for Ms*** and she informed me that the sales people do not work during the week, but are there Friday through Sunday, and that I would have to call back at that time.
On Jan 2015: I called Ms***’s number again, and was again transferred to a lady named *** in the finance office, I informed her of my situation and told her who I was trying to reach. *** phoned me back @9:00am transferring me back to *** who was not available causing me to leave a message. At 9:18am I dialed ###-###-#### (main number) to find out where I would mail my payments to because I was under the assumption from my conversation with Ms*** that I had been placed back under my old contract *** because I didn’t want to be late, at that time I was transferred to a lady by the name of *** who told me to contact the mortgage company @###-###-#### Ext ***. I called the number and after finally reaching *** at 9:24am, she stated to me that I needed to get the new contract approved for cancellation, before I can do anything with the old contract. I informed her that I had been trying to reach Ms*** but to no avail. *** stated that she would try, and call me back. *** returned my call to my home phone and not the number that I left for her which was my work number therefore by the time I got home and received her message, I attempted to call her back but she had already left for the day
Jan 2015: @9:18am, I phoned the main number an asked where I could send in payments to the old/original contract and was denied the information. I wanted to send in payments so that they payments would not be behind. I have already paid my maintenance fees on the old contract: Trans date 12/27/posted 12/29/in the amount of $
Jan 2015: @9:51am, I called the main number again spoke to *** again and informed her that I need to speak with Ms***, she stated to me to call back on Friday
Jan 2015: @8:59am, I called *** again and was told that there is nothing she could do and that Ms*** was the approval authority for my request
Jan 2015: @9:06am, I called to speak with Ms*** regarding cancelling the new contract per the advice of *** instead I got transferred to a lady named *** where I left a message for Ms***; I called again @9:33am and spoke to a lady named *** where again I was able to leave a message for Ms***, I called again @9:41am and spoke to a lady named *** who transferred me back to *** who finally transferred me to Ms***’s voicemail where I left a message
Jan 2015: @10:48am Ms*** called me and stated that she will have to call me back on Saturday, Jan 2015, because she needed to speak to her supervisor as well as the *** ** Finance office to see how he wants to handle the situation because escrow funds had already gone to them. Ms*** stated that she has all my emails, and my fax, and that she would call me on my cellphone to ensure that I get the call
Jan 2015: @9:57am my cellphone rings only three rings and hangs up. I look at my caller ID, and I see Ms***’s number, I return the call @9:58am, and *** stated that she was not in yet. I informed ***, that she or someone just called me from her number *** checked, and stated that she was not in yet. I stated okay…..I called Ms*** number again @2:32pm and left a message.
Jan 2015: I get back to work and have a voice message from Ms*** on Jan @9:58am stating that there is nothing that she can do, that I have to call the mortgage/finance office. I don’t understand why Ms*** returned my call at work when I had left messages to call me on my cell number
Jan 2015: I called and left three messages for *** at 8:04am and 8:19am. She never returned my call
Jan 15: @4:I called the main number and asked for Mr*** ***. He was not available so I left a message for him. He never returned my call
Jan 15: 8:09am, *** phoned me and stated that she had received an email from *** ***, and that I should contact Ms*** because she is the only one that can release the contract. I asked *** if she could reply back to Ms***, that I had left a message for Ms*** and in returned I received a voicemail from her stating that I need to speak to *** in the *** ** office. ***’s response to me was “***, I swear to GOD that there is nothing we can do here in this office and that you need to speak back to Ms***, it is not us, it is her.” I said “Okay” and attempted to phone Ms*** @12:25am and again I received no answer. I called again @12:left a message on her voicemail, and again @1:24pm
On Feb 2015: I called the main number and was able to speak with *** who works in the Maintenance Fee’s Office. I explained to her my situation and how I had been transferred from one department to the next and could not get resolution regarding my request. She took the time to look up my information in the system and had informed me that I missed my opportunity for rescission by three days. *** was the first to inform me of this information; no one had informed me that the request was denied. So since I was three days shy from the date of rescission, Massanutten denied my requestIt is clear that no one took the time to realize that I had been attempting to ask for a rescission from Dec when I started this process until Feb 2015, exactly months. As initially stated by Ms***, my initial letter for rescission was denied as it was not sent via certified mail however based off of the guidance received from Ms***, I was told to fax the letter to her by the end of the business day. Never once did Ms*** mention that the letter had to be sent by certified mail
In light of the circumstances outlined above, I feel that I did not get the assistance needed regarding my rescission. Instead of receiving the professional assistance and correct guidance from the Massanutten Sales Department, all I got was Ms*** *** and Ms*** *** passing me back and forth between the three and passing the responsibility for assisting me back and forth
Massanutten has allowed the finance company to harass me by sending late notices to my home. I am a *** employee and as such I have a clearance which I am required to maintain to work in my positionI cannot afford negative feedback on my credit report and I certainly don’t deserve that when I have attempted to do the right thing
Based on Massanutten’s unwillingness to work with me, am I to understand that Massanutten would rather me struggle to continue to pay for a vacation home rather than send my daughter to college. This company has left a bitter taste in my mouth as I have been a faithful owner for the past eleven yearsAgain, I ask where is the honor, integrity and loyalty of this company to their customers such as myself who have been faithful in honoring their commitment through these past years?
Ms*** ***, Disgruntle Owner
Owner since