Frost Brown Todd, LLC

We have made our final decision regarding this complaint.  We will not be cancelling her contract. Regards, [redacted]

Thank you for the opportunity to reply to Mr. [redacted]'s complaint.Mr. [redacted], We will be more than happy to provide any of the documents from your closing that would better help you to understand your purchase.  We are also willing to work with you to get your maintenance fees paid up to date so that you can begin using the property that you contracted for back in May of 2015.   Sincerely,[redacted]

Thank you for allowing us to reply to Ms. [redacted] complaint.Ms. [redacted],I am terribly sorry to hear about the experience you had with the marketing office that booked your visit, I assure you that we will follow up with the staff involved.  I took a look in the system and saw a couple of notes from...

where you had called into the office and we had to have someone give you a call back and the last note in our system indicated that you had planned to keep the same travel date for now.  If the problem you are having is revolving around your travel dates we would be more than happy to assist you with finding a travel window that better suits your schedule.  Please let me know when you would like to visit and I will see what we have available.Again my apologies for the manner in which you were spoken to I assure you that is not up to the standard that our guests and owners have come to expect from our Resort.Best wishes,[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 Massanutten representative did not address any of the complaints.  They are detailed in nature and deserve a response as to why they are using misleading sales techniques that a buyer would have to read the entire contract onsite in order to know the salesperson was being untruthful.  Also, the issue of RCI not providing the services that Massanutten Resort uses to sell the timeshare needs to be addressed.  For example, Massanutten told me that I would get an extra week through RCI which I could use at any resort in the catalog.  The Massanutten salesperson also told me that I would get the same type of unit I purchased in the timeshare.  This is simply untrue.  At any given time, less than 50% of RCI resorts are unavailable to me to use for a vacation.  Of the resorts available, less than 5% offer a two bedroom condo, the size of my timeshare, based on the trading power of my Massanutten Timeshare.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.
Regards,
[redacted]

I spoke with our Sales Manager, [redacted] and he had a conversation with Ms. [redacted].  Unfortunately, Ms. [redacted] did not mention that she only decided to claim misrepresentation after she unfortunately had a significant cut in her pay.  She was much in favor of this...

purchase prior to that.  We empathize with her situation, but like a person that buys a house and loses their job, they still are required to pay their mortgage.  She is most certainly welcome to set up a payment plan with the mortgage company and for her maintenance fees if she would like.  She would need to call her owners association.  We cannot honor her request for cancellation.  She contacted us 21 days after her purchase. Regards, [redacted]

We are refunding Ms. [redacted] her money back.  Please let her know if may take a couple of days for her to see it go through.  We have also put her on a "Do Not Call" list and she will not be called again.
 
Thank you for your help with this.
 
Regards,
 
[redacted]

Thank you for allowing us the opportunity to reply to Ms. [redacted] complaint.  Ms. [redacted],First I would like to offer a sincere apology for the situation you experienced in your room during you recent visit with us here at the resort.  We take all complaints filed with us very...

seriously and we will certainly follow up directly with the staff on duty during your stay.  We assure you this is not the level of customer service that our guests and owners have come to expect from our resort and will be sure to address those concerns.  As for your request for a return visit to the resort you are always welcome to visit our website and make a reservation to come and visit the property.  The fact that you were not billed for your two night visit due to the issues you reported along with the five water park passes, the $80 in meal vouchers, and the return of your $100 deposit we feel is ample compensation given the circumstances.  Again we appreciate your feedback with regard to the level of customer service and we will absolutely address those concerns.We hope you will be back to visit the resort and enjoy a nice family getaway.Sincerely,[redacted]

We have cancelled the reservation for this customer, refunded the deposit, and sent an e-mail confirmation of the refund transaction to Ms. [redacted].  We will follow up with the employees in question and hope that Ms. [redacted] will give our resort consideration in the future.Sincerely,[redacted]...

[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.  They have refunded my money.
Regards,
[redacted]

I am responding to the complaint files by Ms. [redacted].  Ms. [redacted] has confused making her mortgage payment with making her maintenance fee payments.  She has been paying the mortgage company and they have been applying the additional funds to the principle.  Great Eastern Resort Management has received no money toward her maintenance fee and this therefore delinquent.I would suggest that Ms. [redacted] call the mortgage company to discuss this.  She should call [redacted] at the ###-###-####, ext [redacted].I hope this helps and if I can be of further assistance 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.
I did receive a call from [redacted] on December 21, 2015 at 2:28 PM, asking me if heard from [redacted].  When I told her that [redacted] left me a message with the wrong phone and that I had filed a complaint with the Revdex.com, she ended the call.  Nothing else was said or discussed.  We were on the call for a total of 1 min 27 sec.  I still have the time/date of call.  My question about the maintenance fee was very clear and the answer I received was clear.  I didn't misunderstand anything.  When doing the paperwork, it was rushed through and done very fast, but the question was asked and answered before completing the paperwork and before I agreed to anything.  Also, I was only shown one property, not multiple, maybe it's some confusion on their part?  They lied to make a sale!
Regards,
[redacted]

I would like to file a complaint. I would like a refund of my cost of travel expenses to and from the Resort. I was invited to the resort and then mistreated. OR. Water park tickets would be great!! They (the water park associates had great customer service. Unlike 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 lied. This 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 3.  We certainly would have moved you upon your request.It appears that you were given our new great rate of $100.00 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 $50.00.  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  $100.00 rate because the $50.00 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 2 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 line. I 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 message. Ms. [redacted], just because the stay is a promotion doesn't mean the guess should be treated any different. Just as the first thing you mentioned is that we were on a promotional stay. The way the front desk staff are not very nice and welcoming. They 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 together. I 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 & $50 in which did not make sense.*That was not what I was told the night of departure. They wanted the tickets & the $50. Everything has been twisted into 2 & 3 different that what Ms. [redacted] and I spoke upon in which no one would even allow me to speak with Ms. [redacted].[redacted]April 6, 2015 Monday, I have not received a response from Ms. [redacted] as of yet. It 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 email. So she received the message of me asking her to send the message to my email as well as me explaining again my situation. I could have gotten our belongings without being watched by an officer. I/we did nothing wrong to be treated in such a way. Ms. [redacted] did not even address that issue unless she did so by saying I had to leave. Because the offer that was made to me by Ms. [redacted] Was not offered to me once I returned to pay the $50 and get a new key per Ms. [redacted].This is just hard for me to believe. The thoughtlessness of a customer no matter the kind. [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.If Massanutten did not do anything that is criminal and is as successful as they claim to be they would not have lied and said that my daughters were only on the contract to be able to use the facilities if I was not there.  Massanutten would allow me to end this contract if there were no criminal acts involved in this deal.   Massanutten needs to do the right thing and end this contract. I have spoken to many other people who were coerced into purchasing property in a contract with Massenutten and they are willing to go to court to testify of their criminal acts.  Thank you.[redacted]

Thank you for the opportunity to assist with this customer complaint. Mr. [redacted],We will be more than happy to assist with the situation your parents have found themselves in to the best of our ability.  In order for us to research our database and determine what program your parents may...

have been involved with we would need their names. It would also be very helpful if you could provide the phone number with which they have been attempting to contact our organization as we do not put blocks on any customer phone numbers.  would also like to assure you that our offices take a onetime deposit, so if your folks are seeing multiple charges as your complaint implies I would suggest you have them contact their lending institute to investigate that as well.  I apologize for any inconvenience this has caused your parents and we would like to get you as much information as we can. Sincerely,[redacted]

We will be refunding Ms. [redacted]'s $75.00.  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 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.
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.
[First, Revdex.com thank you so much for your assistance. This is the first time I have had Great Eastern Resorts reply to any of my inquiries. Unfortunately, they have not been very forthright in their response to the Revdex.com.
Secondly, I have contacted them on multiple occasions via letters and phone calls dating back to 2013 to no avail. I have attached copies of the multiple attempts to contact them with my situation to try to find some resolve. Additionally, I updated my phone numbers and provided my email address to them to ensure we had a way of communication. This is evident in my letter dated May 1, 2015. I have other letters written in 2013 and 2014 that I will get from an older laptop I used at the time, the power supply is bad but I'm certain I can remove the letters from the hard drive to dispel any myth that I haven't tried to contact them many times to get copies of my contract they failed to return along my attempts to cancel my contract within 48 hours of signing.
Lastly, The only resolution is to honor my initial cancellation delivered in person to their sales center at the Massanutten Resort. This cancellation request was made within 48 hours of signing which is well within the 7 days allowed
by Virginia Law. I'm an honorable man that has served this nation for 23 years as a member of our Armed Forces in multiple war and combat actions, I'm not just someone trying to get out of a commitment. I am merely trying right a wrong done to me and my family by Great Eastern Resorts. I tried to cancel but fell victim to some pretty hard sales tactics that have proven false beyond belief. I request that they do the honorable thing and release me from this contract. If they won't using the BB route then I will use a different venue to seek the desired result.
So they have my numbers again, Cell: ([redacted], Work: ([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.
The first letter I received following my deposit payment on 10/29 was a letter requested during a phone call on 10/31 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 10/29. 
 
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 $100.  This is a day after I was told I would receive the time / location information which my $100 deposit  should at least afford me, and what was stated by the representative during the 10/29 phone reservation.   I received a hardcopy of the letter today, 11/3 at my residence.  The letter was postmarked 11/1.  
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.
Other folks who were offered the 2 day return weekend did NOT have the LIE told to them that there would be a handicapped accessible room and that they would be given a FREE  dinner.   These were Both LIES told us by the department of [redacted].   The main thing that I am complaining about is so much of Massanutten is NOT ADA compliant for a wheel chair.     Does the Revdex.com work with ADA to make sure that public places like Massanutten are complaint????  I had been promised that a member of the Maintenance Department  "[redacted]" would get in contact with me.  I have written this person 2 emails and never received anyin return.     This is another of the many LIES of Massanutten.   I have a myriad of physical problems.    We asked these to be addressed when we made reservations and were promised they would be.  They were NOT.  The other people who got 2 days just had to put up with the snow and the cold.     I do NOT feel this and is cleared up and I will continue to fight.
Regards,
[redacted], B. A.; M. S. Ed & Music