Frost Brown Todd, LLC

I have spoken with the Sales Manager once more regarding this complaint.  We certainly appreciate Ms. [redacted]'s husband's service and empathize with their situation.  However, we are not able to cancel their contract.  A cancellation letter required under the Virginia Time-share Act was received 30 days after the purchase date.  This is well beyond the seven days required.Ms. [redacted]'s daughters are adults and both are owners who filled out the required documentation also.  They are grown and responsible adults and also chose to purchase at this time.  We have all of the signed documentation and expect them to meet their owners obligations.Ms. [redacted] is certainly welcome to pursue another avenue regarding this issue, however her contract with Massanutten in legal and binding.Please let me know if I can be of further assistance. [redacted]

Massanutten does not do anything that is criminal and would not be as successful as we are if we did.  We are holding to our promise to deliver exactly what Ms. [redacted] and her daughters purchased.  Massanutten has nothing more that can be done other than honor the contract. Thank you. [redacted]

I have nothing further to offer, other than to speak with our on-site RCI representative, [redacted].  Her contact information is ###-###-####, ext. [redacted].
Please let me know if you need anything further.
[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 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 [redacted]. 
Thank you and let me know if I can be of further assistance. 
 
Regards,
 
[redacted]

Thank you for the opportunity to reply to this customers complaints about her ownership.Ms. [redacted],I am terribly sorry that you have yet to get the full benefits of your ownership with us.  I would be happy to assist in any manner that I can to get you a reservation or explain any of the...

details to your ownership that would help to get you out enjoying what you purchased back in 2015.  Now that you are caught up on your annual maintenance fees we can go ahead and help you to secure a reservation.  Since your ownership is an odd year and your week is a floating week we will want to assist you in getting a reservation as soon as possible as the weeks do fill up quickly if you have a specific time to travel in mind.  I would also be willing as a one time good will gesture to assist you with getting back the week you feel you missed out on.  We want to do anything we can to assist in making your ownership experience a good one.  Please feel free to reach out to me directly by email so that I can assist.Sincerely,[redacted]

Thank you for allowing us the opportunity to respond to Ms. [redacted] complaint. Ms. [redacted], I am terribly sorry for the issues you have had pertaining to your scheduled promotional visit with us.  Given the details from your complaint it sounds as if you did not speak directly with the...

marketing office that scheduled your visit.  I am also sorry for the lack of follow up by our team with regard to the fact that you were told a supervisor would be in contact.  I have passed along your complaint to the proper marketing office who will be contacting you to reschedule your visit.  I have also forwarded your complaint on to our front desk manager who's staff handles the inbound calls to the main resort line.  They will be sure to use your experience as a training opportunity so that future guests will be directed to the proper office who can assist with a schedule request such as yours.  We look forward to your visit and again apologize for the miscommunication.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.I am not satisfied! I believe I should be refunded my $75. The fact that I was a "promotional customer" is no reason to be treated differently than any other customer! Again as a promotional customer I was called. The respondent says: I going to tell you about the situation as if she was there. In which by her own admission she was not.I was offered a two night stay in which was the reason I asked for another night with a room with a microwave in the room not the hallway for all.To have our two night stay with suitable accommodations is all we asked.The price of the room were we given due to the room your company is placing "promotional customers" in......In which by the respondents own admission they were in fact working on their buildings.I paid $75 right then and there on the phone at the time of the call. Water park tickets $40 each x 2 people = $80 + $50 = 130.00Why would I offer $130 for a $100 offer.... I would not and I did not say thatAnd due to me not paying the $100 in which was not the deal I agreed upon (apparently the customer is always right is not honored here)--We had to be watched by security while we gathered our belongings. No apology for this treatment either!I do not feel a customer regardless of the kind should be treated in such a way. Had I not agreed to paying $50And just checked out there would have been no security. Security did not have to watch us move from one room to another.
Regards,
[redacted]

A refund of $75 is sufficient. Thank you for your time, [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 how Ms. [redacted] can approve emails to be sent to me as per the response. However, 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 us. As I said  that is the reason for the complaint. Payments are due by the 25th per the agreement. I will be forwarding the details of my complain to the FTC as well. This company  should not be allowed  to treat customers  this way especially  since their. Business is operated  off of referrals. 
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.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution, although NOT what I wanted it to be as they will not allow any concessions to their legally binding agreement.  I was mislead and comments and promises were made to get us to agree to the purchase. None of their verbal promises have been met and it is evident that they have NO intentions to do so. I will not be recommending there services to any of my acquaintances in the future. They should be ashamed of their lack of concern for customer satisfaction and their manipulation to have us sign this agreement, when they were aware they were not being factual with their information!  Unfortunately they have relied on mistruths to hold me accountable for this sales agreement.Regards,[redacted]

Thank you for allowing us to reply to Ms. [redacted] complaint.  Ms. [redacted],I would first like to apologize for all of the trouble that you have had getting in touch with someone who could assist you with your ownership.  I do see where you purchased your Woodstone Meadows unit in March of...

2016.  I also notice that your first occupancy of the unit that you own is scheduled to be week 20 of 2017.  We would be more than happy to get you a reservation for the time that you own and explain any items that you have questions on.  I believe what someone was attempting to explain to you about changing your week is that in order to do so you would contact [redacted] the exchange company that offers you access to over 7,000 other properties that you can exchange your ownership to travel to.  We have an onsite [redacted] representative who would be happy to answer any questions you would have with regard to the exchange program and all of the benefits that [redacted] has to offer you along with your ownership at the resort.  I believe we have an email address associated with your ownership file and I will send an email soon, so we can hopefully get all of your questions answered.Sincerely,[redacted]

Thank you for allowing us the opportunity to address Ms. [redacted]'s concerns.Ms. [redacted],We are terribly sorry for the frustration you experienced during your recent visit to our WaterPark.  We will have a manager get in touch with you so that we can get more details from your visit and address your...

concerns.  We do appreciate your feedback as these prove to be great training tools for our managers and staff.  While we understand it may not have been possible during your visit we always appreciate the opportunity to fix a problem as it occurs and would have welcomed the feedback while you were here so that we could have addressed it before you were dissatisfied.Thanks again for the feedback and someone will be in touch soon.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.
[redacted] I contacted the business numerous times as well mailed the proper documentation & left numerous voicemails to have the contract rescinded, the only thing I received was the run around from this company as well as the loan officers. 
Regards,
[redacted]

Thank you for allowing us to reply to Ms. [redacted]-[redacted] complaint.  We apologize for any misunderstanding between Ms. [redacted]-[redacted] and the marketing office that scheduled her appointment.  We pride ourselves on our customer service and in this case we fell a little bit short. ...

We would like to inform [redacted] that thousands of customers happily participate in the free vacations that we are able to offer and that we would like for her to give our resort consideration in the future.  Again our apologies and at this point the marketing office that scheduled her appointment has refunded her deposit and e-mailed Ms. [redacted]-[redacted] a copy of her receipt.  We will take [redacted] off our contact list and we do not share contact information with any third parties.  Best wishes for a Happy New Year and thanks again for the opportunity to reply. Sincerely,[redacted]

Thank you for the opportunity to assist Ms. [redacted] we will have someone from our sales office contact you to work out the details to finalize your down payment and from there we will be able to get you the vacation ownership you contracted for back in April of last year.Thanks,[redacted]

After speaking with the sales manager, it is determined that we remain with our decision not to cancel the contract. [redacted]

The payment that Ms. [redacted] is speaking of is regarding her mortgage payment.  At the current time she is past due and this is normal procedure to give the customer a courtesy call to remind them.  She had not made an October payment.  Ms. [redacted] actually gave us permission to...

email her and now states that she does not want that.  We do this in order to prevent an account from going to a collection agency.
When Ms. [redacted] brings her payment up to date, she will definitely not receive emails or phone calls.
 
Regards,
 
[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]

Dear Ms. [redacted],Thank you for allowing us to respond to Ms. [redacted] concerns.  First I would like to offer a sincere apology to Ms. [redacted] for the manner in which she was treated and I would like to assure her that the employee she dealt with has been disciplined for her actions. ...

I would also like to inform Ms. [redacted] that we have thousands of customers every year who participate in our promotional programs.  We did attempt to reach Ms. [redacted] by phone and we would be more than willing to assist with her rescheduling of her weekend getaway.  If she prefer that we e-mail we will can or we can give her a call at a time of her convenience to help in any manner that she would like.  Once I again I apologize for the poor treatment that she received and I would like to reassure her that we are better than the representation that she received in her initial interactions with our company. Sincerely,[redacted]