Frost Brown Todd, LLC

I am responding to the complaint file by Ms ***. I appreciate the frustration by Ms***, however I really think that she can make her new points ownership work for her. We have an on-site RCI representative, *** ***, and she would be more than willing to speak with Ms***
regarding her issues
*** will also explain how the point system works and I think once Ms*** has a better understanding she will like the point purchase. Ms*** can reach *** at ###-###-#### ext***
I hope that this can be a solution to Ms***'s frustration. Unfortunately, the rescission time has passed and we cannot cancel her purchase
Best Regards,
*** ***

I am somewhat offended by the fact that Mr*** feels that I am not telling the truth. I am employed by Great Eastern Resort Management and the Marketing program works for Great Eastern Resort Corporation. I am happy to relay his message to be put on the DNC list but he will need to make a formal complaint to the contacts that I have given to him
They do not report to us and we do not set their policies. I hope Mr*** can understand this.
I have told the company he is unhappy and they have said to have him call or email the contact information I have given
I hope we can put this to rest
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
Since there is no regard to owners relationships within this businessI would at least like an update as to ensure this is brought up to the director'sI always abide by rules so I don't believe you trying to reinforce that to me is necessary Thank you for strengthening my resolve to bring my money ,friends, family and all whom I speak to about going to wintergreen where owners and customers are treated with respect and not like an unwanted outsider Also since you only honor purchases from you with these provisions do you offer a buy back on properties? I would very much like to no longer be an owner at this resortFor if I sell it personally I would only be partaking in making someone else feel this way
*** ***

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 have checked my credit card account, and the money was refunded to the card as promised. I consider this complaint resolved
Regards,
*** ***

I have spoken with the Sales Manager and he will not honor the requeest to cancel the contract. The truth comes with the part that says "during the occupancy period shown below, on the terms and conditions below". Then below it explain that she purchased a biennial ownership. As I mentioned, Item and confirm that she purchased a biennial also
Have a wonderful day and let me know if I can be of further assistance
*** ***

We certainly apologize to Ms*** and have refunded her cardPlease let her know that it will take several days for it to show on her accountWe apologize and we hope that she will plan to visit Massanutten in the future. Thank you, *** ***

My daughter is also on the contractShe tried to talk
to the representative at Massanutten to schedule a vacation and pay the bill because she couldn't find the invoice sent to meShe was told that
they would not speak to her in 2013, because she is not the primary ownerShe wants
to pay my bill and schedule a vacation, but they wouldn't talk to her at all
They breached the contract by not allowing her to go on vacation
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
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 talked with ***...Passed on to ***....She couldn't explain the situation I asked *** for her supervisorAt the outset of my conversation with *** (supervisor), she stated that she has been listening to my conversation with ***I objected to her unauthorized listening of my conversation with ***She hung up on meThis issue of unauthorized listening to my conversation will be followed from another legal channel.Her explanation in the email does not cover the risk imposed to time share owners and consequently inadequate
Regards,
*** *** , Ph.D

We keep records whenever we associate or speak with a guest regarding any situation. All of the documentation that Massanutten has, indicates that Massanutten went above and beyond in order to assure that Ms*** was having a pleasant visit. She received an complimentary upgrade from a hotel room to a condo in order to correct the issues that she was not happy with at the hotel.Once she was given the complimentary stay in a condo and wanted to stay an additional night, we offered her a special rate of $which is well beneath our regular nightly rate. She chose not to accept the offer which we certainly realize was her prerogative. I am sorry that we have not been able to rectify this situation in a satisfactory way for Ms***.We hope that she is able to have only enjoyable vacations in the future. Regards, *** ***

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
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
This is more disregard, or lack of customer service on the part of Massanutten Massanutten set up this matrix of companies If their company received two payments in one month, someone in their company should be able to make a phone call since I am sure that they take name, telephone, address, accounts numbers and such for the purpose of conducting business Notifying customers of errors, even on the customer's part, would be a part of customer service Massanutten did not even make an effort to call me to let me know that the account in question was not receiving funds, they just moved it to a bill collector This shows lack of professionalism, courtesy and support on the part of Massanutten I mean they go to work everyday to manage our accounts, why can't they do that with some minute degree of professionalism, courtesy and support! I will not upgrade with them ever again I will not put myself in a position to have to work with them beyond that one maintenance fee ever again I think that will solve the problem of having to do business with ignorant, discourteous, argumentative and unprofessional individuals like the ones Massanutten seem to have working for them I don't need to pay thousands of dollars for ignorant, rude, and non supportive communications with anyone I can get that for free!!! Looks ilke they are so hard up, they try to make money off of late fees and such which makes filling out an application with all those personal questions just *** wasteful!
Regards,
*** *** **

Mr. & Mrs. [redacted] purchase a bi-annual high ET on 2/27/2011.  This means that they paid half of their maintenance fee one year and half the next and could use it every other year.  On May 1, 2012 they upgraded to a annual high usage.  They have had the product for several years...

and have used it since.  They absolutely can come to resort without having to go through [redacted] and have done that. 
If you wait until the last minute to make a reservation, and they cannot get the exact week that they want, then the only way to come back to Massanutten would be to see if [redacted] had a week that they were requesting.    Explanation of their maintenance fees is clear in their documents and after speaking with the Sales Manager, [redacted], we find not basis for making any adjustments.
Let me know if you need further assistance.
Regards,
[redacted]

I have attached the email that was sent to Mr. [redacted].  It did not come back so it is assumed it was delivered.  As you can see, it was sent on the 29th.  Therefore, we do not owe Mr. [redacted] a refund of $100.00.
 
Please let me know if you need anything further.

I would like to describe this situation as it took place. Ms. [redacted] was a promotional guest and part of her package was that she got waterpark tickets and a hotel room. Ms. [redacted] called the front desk and relayed issues that she had with the hotel room to [redacted], our assistant manager at the front desk. [redacted] empathized with Ms. [redacted] and moved her to a complimentary one bedroom condo.   Had Ms. [redacted] had to pay for this condo she would have had to pay $177.05 however we felt because of her issues we would give it to her at no charge.  Then Ms [redacted] wanted to stay another night for no charge.  We told her "no" and that she would have to pay the $177.05 charge for the second night.  She said that she didn't want to do that and then [redacted] offered her a 4;00pm late checkout.  Our resort is going through some transition and during the time that this was taking place, I was in a meeting where we were working on changing our rates.  [redacted]'s boss was in the same meeting.After the meeting [redacted]'s boss, [redacted], relayed our new rates to [redacted].  When [redacted] heard that we would only charge $100.00 per night, she immediately called Ms. [redacted] to give her the new rate to see if that would be more acceptable.  Ms [redacted] then asked  if  she returned the 2 waterpark tickets she received with her package, could she only pay $50.00.  [redacted] discussed this with her boss and they decided to agree to this even though it was an exception.  However, when Ms [redacted] came to the desk she admitted that they already used the waterpark passes so in turn, we told her then she would need to pay the total $100.00.  She declined the offer.We will not be refunding Ms. [redacted] as we feel we went above and beyond trying to meet her needs and requests.  We feel the $177.05 complimentary room is satisfactory compensation for her issues.please let me know if you have further questions.Regards, [redacted]

It is my understanding that Mr. [redacted] spoke with someone in our marketing division and has already been refunded for this situation.  If you find that this is not the case, please let me know. Regards, [redacted]

I am writing regarding the complaint filed by [redacted].  My Assistant [redacted] and I personally spoke with Mr. [redacted].  We both conveyed to him that we initially billed him in November, 2014 and his bill was due in January, 2015.   We mailed 3 notices to Mr. [redacted] reminding him of...

his maintenance fee that was due and the association actually gave our owners an additional 2 weeks before they were referred to our collection agency.Massanutten has 80,000 owners and it was explained to Mr. [redacted] that we are not a phone room and cannot call each of our owners and remind them that a payment is due.  We expect our owners to assume some responsibility for their own payments.  We have given our owners approximately 4 months to pay or to call us an set up a payment plan before we turn them over to collections.Massanutten feels this is more that adequate time to expect payment.Please let me know if  you need anything further. [redacted]

I sincerely apologize to Mr. [redacted] for using the wrong name.  That was totally my mistake and I am very sorry.  
I believe that Mr. [redacted] has been told that Massanutten is canceling his deal and he will receive a full refund.  If this is not correct please contact me.  I have been assured that this will happen.
 
Have a great day.
 
[redacted]

Thank you for allowing us to reply to Ms. [redacted] complaint about her visit.Ms. [redacted],First I would like to begin by apologizing for any lack in customer service that you feel you have received during this visit.  It appears that the room you reserved for this trip to the resort was done...

through the timeshare exchange company RCI and you received a RCI guest certificate to check into the unit for this week from a friend.  The room reserved for this visit is for a partial kitchen unit in the Woodstone development, while we are sorry for the confusion over the amenities contained within your unit you have been given what was reserved for you.  If the week of your visit had not come during such a busy week for the year we would have been better able to offer you upgrade options.  Again I apologize that this may not have been conveyed to you in a manner that was satisfactory  and we will certainly address your concerns with the employee in question.On another note, I do not show that we have an owner by the name of [redacted] here at the resort.  If you are an owner with us we would certainly love to discuss your ownership  and see how we can assist you in taking full advantage of that ownership.Best wishes,[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 $150.00 processing fee and we will get her deed recorded out of their name and back to the resort. This 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]

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]