Frost Brown Todd, LLC

Thank you for the opportunity to reply to Mr. [redacted] rejection of our initial explanation as to why he was not qualified to participate in the promotional giveaway that he had signed up for.  The particular giveaway that you registered for does state in the terms and conditions that "Current Vacation Village Resorts owners...are not eligible to participate in this promotion."We truly value your ownership with us here at the resort and we often have opportunities for you to participate in during your stay at the resort, but unfortunately this particular program is aimed at gaining new owners and does not include our existing ones.  I would be happy to send you all of the details from the terms and conditions that were involved in the promotion that you signed up for if you would like.Again I apologize for any misunderstanding and we are looking forward to your next visit with us here at the resort.Sincerely, [redacted]

Ms. [redacted],We have gone ahead and refunded your deposit to the card we had on file and again would like to apologize for any misunderstanding.  It may take seven to ten days for the refund to appear in your account.  We do hope that you will consider visiting our Resort in the future as we have thousands of guests who participate in our promotional offers each year and they get to enjoy a wonderful weekend getaway and see what our Resort has to offer as a family vacation destination. We wish you the best for a great summer. Sincerely,[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.
My request for cancelation was well before 30days.  My daughters names were placed on the contract only to use the resort when I was not going to be around.  One daughter was in the car and told she had to come in and sign.  My daughter that was in the car never signed some of the forms.  She only signed when we were in the office with Mr. [redacted] and he never explained to her what was going on.  We were lied too and forced to sign that contract.  You bring people in and mislead them into believing that they need to do this and once they think about it after leaving you they are unable to cancel the contract.  You never charged my daughters any money.  You told them that their names had to be on the contract to be able to use the resort and that is the only reason they signed.  We are getting a petition started with over a hundred people who said the were defrauded in the same way.  Once they receive their Revdex.com ID Number we will take this to court.  Your actions are nothing short of criminal.  
Regards,
[redacted]

Mrs. [redacted],I am sorry that you did not enjoy your ownership with us.  The notices from [redacted] were related to the foreclosure of your property.  I am truly sorry that we were not able to assist you in getting up-to-date on your payments prior to the foreclosure.  In...

looking back at your account I do see where we responded to two complaints that you filed with our office in regard to your purchase in both of those correspondences we offered to assist you in getting a reservation to use the property that you purchased.  We also stressed the importance of meeting your ownership obligations as they pertained to your timeshare.  We do truly want to keep all of our owners happy and we are sorry for the unfortunate outcome in this instance.  Unfortunately as you failed to uphold your obligations pertaining to the contract we are unable to offer any form of compensation other than to offer our sincere apologies for the outcome.Best wishes,[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 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 $150.00.

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.Company has resolved issue by providing the due refund (for services not rendered). You can close this complaint ID now. thanks!
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]

If Massanutten would like to accommodate me on this, that is fine. If they do not contact me, that is fine too. If they offer me the same offer, I would like to be able to discuss it with my wife first, then be able to call them back. I just didn't like being made to feel like I was in a high-pressure "now or never" sales tactic. Thank you.
 
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]

We have refunded the money to Mrs. [redacted] and made sure that she has been put on a "do not call" list. 
If we can do anything further, please let me know.
 
Thank you and I hope you have happy holidays.
 
[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 not satisfied with their statement because I feel extremely mislead by their representatives on-site who never said they worked for their company nor stated the eligibility issue which was conveyed to me on the phone since I am already an owner.
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 would like to thank the Revdex.com for hearing me out and moving forward with my complaint because with out them I still feel a return phone call from Massanutten would not have happened.  But I however do not agree with the "resolution" . The fact that the signs in lounge and parking lot state "owners" . Am I not an owner based upon where I purchased this property? As for the company stating in their voice mail and resolution that they are in their "legal" right to withhold my "perks" . My question is if I am considered an owner why am I not allowed to use owner lounge or owners parking lot? That has nothing to do with gold card. The company should look at their signs and put an asterisk in all of them.
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 claim he made regarding my responsibility and their actions are incorrect. I've just verified my account and can show documents to verify an attempt was not made to withdraw funds from my account in June 2015. The initial amount of $343 was withdrawn while my husband and I were there on 4/9 and again on 5/4 as they were supposed to happen monthly. I did not file a cancellation because that was not my intent; I believed I was purchasing a timeshare. I made several calls beyond the 3 Revdex.com allows you to record. I also left multiple messages to have this resolved.
Regards,
[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]

Thank you for allowing us the opportunity to respond to Mr. [redacted] complaint.  We do see where Mr. [redacted] entered into a legally binding contract to purchase a timeshare with us on May 1, 2015.  At the time of closing Mr. [redacted] was provided with the details to engage his non-waivable...

right to  cancel his contract, which clearly states that he had a seven(7) day period after purchase in which he could rescind his contract.  Mr. [redacted] did not present in writing his wish to cancel within the rescission period which he was afforded.  I hope this explains why we are not willing to release Mr. [redacted] of his contracted obligation, we will be more than happy to provide Mr. [redacted] with any of the documents from his contract that might help him to better understand his ownership.We will also like to offer to assist Mr. [redacted] with making his reservation to use the ownership that he has contracted for once he pays his annual maintenance fees.  He can contact his owners association directly at [redacted] to make his annual maintenance fee payment and from there we will be able to secure him a reservation to come and enjoy the vacation that he has purchased.Thank you again for the opportunity to reply to this complaint and if we can be of any assistance to Mr. [redacted] we are more than happy to help.Sincerely,[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]

Thank you very much for the opportunity to address Ms. [redacted] concern over her ownership at Massanutten Resort.Ms. [redacted], As we indicated in our response to your letter we received on October 13, 2016 we are terribly sorry for any misunderstanding you had during your choice to upgrade your...

ownership in May of 2014.  When you signed the contract in May of 2014 you were provided the Purchasers Non-Waivable right of rescission along with instructions on how you could enact this right you also received this same information during your initial purchase with us in June of 2011. The Virginia Time-share Act is very clear with respect to rights of rescission for time-share purchases in the Commonwealth.  The Act provides a seven (7) day period of rescission, which was contained in your executed Purchase Contract and on the first page of the Public Offering Statement provided to you at Closing.  I hope this gives enough explanation as to why we will not cancel your contract with us.Again we do wish for our owners to enjoy their ownership experience with us and we would like to help in any way that we can to make your ownership experience a good one.  I would be happy to send you any of your contract documents that you feel might better help explain your ownership.  If it would make it more palatable for your finances to set up a monthly payment plan for your annual maintenance fees, the owners association would be more than happy to set up a payment plan with you.  They can be reached at [redacted].You indicated in your letter of complaint received in October that you plan to engage the Attorney General's office as well and we would certainly like to assist in any way that we can so that you do not feel the need to file a complaint with their office.  That said we have reviewed the documentation from both your initial purchase as well as your upgrade purchase and we have found no evidence that we have failed to provide you access to the timeshare that you contracted for and purchased.Again please understand that we would like to assist you in any way that we can to make your ownership a happy one and don't hesitate to reach out to us for reservations or to assist with your annual dues. Sincerely, [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 them. Please let me know if I can be of further assistance. [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. It is unfortunate that Massanutten has not answered any complaints here. I did not ask for and do not want any vacation planning help or incentives to round up friends and family to get into this timeshare at the time I am actively pursuing a cancellation. The company didn't address the complaints about making reservations or the lies and misrepresentations of the sales staff. We are committed to getting out of this timeshare and want the refund of all money. What the promised us and told us we  had is vastly different from what was delivered to us.
Regards,
[redacted]