Frost Brown Todd, LLC

This is to inform you that Mr. & Mrs. [redacted] have been credited their $75.00.   Mr. [redacted] called and thanked the marketing office.
 
Regards,
 
[redacted]

I have spoken with the sales manager and Mr. [redacted].  Unfortunately, although Ms. [redacted] made attempts to cancel, it was after the rescission period had passed.  Under the Virginia Timeshare Act Law, Ms [redacted] was required to send an overnight certified letter saying that she wanted to cancel.  Other potential owners have done this and we have honored their request to cancel. 
We hope that Ms. [redacted] decides to utilize her timeshare and have wonderful vacations at Massanutten.  Please know that Ms. [redacted] can set up payment plans regarding her maintenance fees if necessary.
Thank you and please let me know if I can be of further assistance.

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.
Provide details of why you are not satisfied with this resolution. As, I have mentioned through all my messages sent to Massunhutten Resorts, me and my wife have been mislead through this whole ordeal, simply because what was told was not true and never has been as far as a property that holds value as time goes on, other than creates a sense of security, and at the time of purchase, I was and still am under a lot of medication due to being a Chronic back pain patient after having surgery twice for a severe situation during my Active Duty career in the military, so therefore, my decision making was not at my best then and still due to the many medications that often cloud my judgement in making sound decisions. Also, due to my income at this time, which is primarily Social security, this also puts a strain on me with lack of income to be able to continue on with all these high cost of maintenance fees and other money associated with keeping this timeshare over time, which is causing me much stress, just knowing that this is something that, I can not simply afford to keep and overtime this will surely put a bad mark on my well being. This time share if such a good deal, should be something that they should be able to take back and resell, if it's such a good thing for the market, yet they know this is not the case, and I fill like they are holding this against me to take whatever little income I have to survive off  to keep this, and I simply cannot do this at all, sorry.I honestly, would like for the Resort to please reconsider my situation and understand that, I am a Disabled Veteran with limited Income and really am under no condition whatsoever to afford to keep this and have enough going on in my life with my health condition worsening, and really do not need the extra stress of gong back and forth with a resolution with this matter. Any help in resolving this matter would be greatly appreciated, so that, I can go on with my life and trying to get better with my health, thanks. Sincerely,
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 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 agree that we signed paperwork.  I am not disputing that I bought the place.  My complaint is that the salespeople at Massanutten 100% lie about certain aspects of the timeshare and it is impossible to know until after the purchase.  For instance, we were led to believe that we had two weeks of vacation per year to use at any RCI affiliated resort.  This is NOT true.  You are only guaranteed your week at Massanutten Resort.  The other week is at the mercy of RCI.  We test the theory often.  We call RCI and attempt to book a vacation using our "bonus" week.  The following are the responses we get:  1. RCI does not have any availability for the week you are requesting (at any resort in the entire world)  2.  We have availability but only at the following locations (think [redacted] and [redacted]) 3. We have a room available at that location but it is a hotel room.  We do not have any two-bedroom condos similar to your timeshare.  4. You have to book 1-2 years in advance to get the destination of your choice, and since you can only book 2-45 days in advance with your "bonus" week, you will never get the destination of your choice.  That does not sound like two weeks of vacation per year.  That sounds like a gimmick.  Massanutten does NOT tell you these things when you buy the timeshare, they told us we get two weeks.  There is also no way of knowing the financing options until after the purchase.  That is not included in any paperwork we signed.  That's not a big deal for us, but it could force some to pay 16% interest if they do not have the cash up front.  There is NOT a misunderstanding.  We have the timeshare and we already paid in full.  We did NOT however get what we paid for from Massanutten.  The resort is a sham.  We will never vacation at Massanutten, EVER.  We will use the timeshare to book vacations through RCI and HOPE that we get a desirable vacation spot.  We have also given up on selling the timeshare.  We were told that Massanutten "always wants the chance to buy their property back first."  When we called to sell the timeshare back, we were directed to [redacted].  I would not have an issue if we were told we get one week per year and had the opportunity to make our decision based on the facts.  Who is checking the sales techniques used at this place? 
Regards,
[redacted]

Thank you for giving us the opportunity to respond to Ms. [redacted] complaint.  The purchase that she made through the resort was to trade her Woodstone Luxury week 30 even and apply the equity for a Regal Vista week 27 Odd unit.  The move from a Luxury unit to a Regal Vista week 27 is a...

great purchase.  If she wants to reserve the unit and week that she owns she would need to call RCI and schedule her time 13 months prior to her week and there is no fee for the home week reservation.  As for the RCI fees and how owners are able to use their points Ms. [redacted] would have to address that with RCI which is a separate company.   The [redacted] can opt out of their points after the three year contract is up at which time they can resume using the week at Massanutten as they had in the past, which is still an option if they make their home week reservation.  If they would like we can have a closing officer give them a call to go over the details of their contract, which we feel is a substantial upgrade to their ownership.  Thanks again for allowing us to reply to the concern and we would like to make Ms. [redacted] ownership work for her in any way that we can.Sincerely, [redacted]

We are certainly sorry that Ms. [redacted] had the experience here at Massanutten that was less then preferred.  Unfortunately most of the weather and power issues were out of Massanutten's control.    Mr and Mrs. [redacted] have spoken with [redacted], our Front Desk Manager and Ms...

[redacted] has desparately tried to resolve the situation. 
Because of the circumstances, Massanutten has been offering everyone a two night stay and in this particular case, a meal voucher.  Their original stay was for two days also.  Ms. [redacted] has made it clear to Ms. [redacted] that she did not want to come back.  Mr. [redacted] was very apologetic to Ms. [redacted] and expressed remorse for Mrs. [redacted]'s behavior.
Ms. [redacted] told Mr. [redacted] that she would mail them a letter with the original offer and that she had a year to determine if she wants to use it.
We consider this matter in the hands of the [redacted]'s and they were offered what others were with their same circumstances.
Please let me know if I can help further.
 
[redacted]

I am responding to the complaint from Mr. [redacted].  I just left a message on Mr. [redacted]'s answering machine.
I explained that the gold card and certain privileges are a perk of buying directly from Massanutten.  It is true that Mr. [redacted] pays the same maintenance fees. ...

However, by buying from a resale company or other party, this does limit him to only using certain amenities during his owner week and he is not entitled to a gold card.  The fact that Mr. [redacted] pays the same maintenance fee is irrelevant because he did not pay the same amount for his timeshare as those that buy directly from us.  We appreciate when our owners buy directly from the resort and therefore offer some incentive to do so.
In addition, legally the person that Mr. [redacted] bought his unit from should have supplied him with a certificate of resale and Mr. [redacted] would have known exactly what his ownership includes and what he is entitled to. The fact that this was not done, is not a fault of Massanutten.  The owner should have supplied this document and the buyer should have requested it. 
In my message to Mr. [redacted], I explained that we definitely were within legal bounderies and that he was more than welcome to write a letter to the board with his concerns.  I gave him the address to do this.
If you need anything further, 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 am not interested in trying to make a reservation with the resort because I was lied to. The ownership was misrepresented and I want no part of this resort. I want my ownership terminated and I want documentation confirming I am no longer 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.
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 resort. I 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.

Thank you for allowing us the opportunity to reply to Mrs. [redacted]'s complaint.  We apologize for her inability to get through on the phone lines at this time of year our phones are extremely busy, but we do take all of our owners concerns seriously and we are working to relieve the...

congestion.  I do see where Mrs. [redacted] was in contact with our Assistant Reservations manager by email back on the 10th of January from there Mrs. [redacted] and our manager emailed several times over the course of the week and we were able to secure her reservation for the unit she requested.  If there is any other manner in which we can be of assistance please let us know.Thanks,[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.
While I appreciate the ackowledgement and apology that no one has contaced us to resolve our issue, this response from the resort did not address our issue or resolve our claim that we should have use of points between October 2016 and September 2016 without borrowing points from future year use.
Regards,
[redacted]

I am strongly concerned that this business will not follow through as I have already been waiting for someone to call me back. However,  I would like this resolved. 
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]  [redacted]

Mr. [redacted],Please accept our apologies for the lack of communication.  We attempted to reach you by phone at the numbers that we had on file.  Our sales office was able to speak with your wife they also sent a letter in response with contact information for you to reach out to...

them.  We will be more than happy to send any of the closing documents that you would like copies of for your records.  You have been an owner with us at the resort since 2005 and really strive to keep our owners happy.  The contract that you are bringing up with your complaint was signed on June 25, 2013 and per your complaint you began requesting the contract be terminated in March of 2015, which is well beyond the rescission period.  As I said we will be more than willing to mail out any documents that you would like and we are happy to assist you in using the time-share in any manner that we can, but at this time we will not be cancelling the contract for the time-share you purchased over two years ago.  Please let us know if we can be of assistance in helping you understand your current ownership in any further detail.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.
Thank you for the response in this matterMy main concern is that [redacted], who is in response will not give me her supervisor's name and has told me to contact the company that they pay for tele marking,  that should not be my my responsibility.  They need to be responsible for the company they employ. Also I do not believe [redacted], because she told me I was not on the call list anymore.  She has told me she has nothing to do with the company.  Well how can she get me off the list, if she knows how to get me off the list?Sorry to put you through all of this, but something is wrong with their business practices, and it needs to stop.She has lied to me about the company they employ, she has contact with them, and accepts the way they employ to seek business.  I want to talk to the owners or her boss.[redacted]

Thank you for the opportunity to reply to the rejection from Ms. [redacted].  First, my apologies that all that came across in my last response was how to address your options for using your RCI points with RCI.  The purchase that you made upgraded your ownership from a Woodstone Meadows unit to our best property the Regal Vistas.   The ownership upgrade alone to a week 30 Regal Vista is an improvement in your ownership here at the resort.  The Points option that you signed up for indicated that you would give RCI your week for the next three years in order to be a part of the points program.  If you choose to return to use the Regal Vista unit that you own you simply need to contact RCI thirteen months prior to the start of your week and you can request, free of charge, to make your home week reservation.  At the end of your three year experience in the points program you can opt out of the points program through RCI and you would return to your week 30 odd Regal Vista ownership.  I hope this offers more explanation as to the recent upgrade in your ownership and if you would like assistance making your next reservation please let me know and we would be more than happy to assist.Thanks[redacted]

Mrs. [redacted],I have reviewed your account in our system and at this point we show that the purchase has been cancelled and the refund is being processed.  Per the contract documents this process can take up to forty five days, but I anticipate you would see a refund sooner than that.  I apologize for any inconvenience, but this will have to finish through the process as outlined and the funds will be returned to the  [redacted] you used for the down payment.  If you do not have resolution please feel free to continue to check-in on the status of the refund and I will be happy to update with as much information as I can.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]

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 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]