Frost Brown Todd, LLC

Thank you for the opportunity to reply to Mr. [redacted]'s complaint.Mr. [redacted],I am truly sorry that you are not happy with your purchase with us.  I am more than happy to send you any of your contract documents that you feel might better help you to understand your purchase.We have reviewed your contract documents and you have never been denied any ownership or occupancy rights provided under your time-share purchase at the Resort.  Our policies, procedures, and documentation for time-share sales remain consistent for all of our time-share sales including yours.We have thousands of owners that enjoy wonderful vacations each year and we hope that you choose to become an owner in good standing.Sincerely,[redacted]

Thank you for allowing us to reply to Mr. [redacted] complaint with regard to his ownership at Massanutten Resort.  It is accurate that Mr. [redacted] can visit the resort with his annual ownership in week 48, he would need to pay his annual maintenance fees and then call in and reserve his...

unit.  We will be more than happy to assist Mr. [redacted] with both making his maintenance fee payment and then securing his reservation.  Our owners association and reservations departments can be reached at [redacted].  As for the extra vacation one of those per year is available to Mr. [redacted] through his RCI membership, because he is an owner with Massanutten RCI adds an extra vacation week to his RCI account each year.  These extra vacations must be booked within 45 days of travel and there are lots of opportunities to vacation anywhere that RCI has available.  At Massanutten we do have an onsite RCI representative who will be more than happy to assist Mr. [redacted] in setting up his extra vacation based on what is available.I would most certainly like to apologize to Mr. [redacted] for the lack of customer service that he feels he has experienced to this point and would again like to offer our services through the owners association and reservations department to do our best to resolve the issues he has had with securing a reservation. Best wishes, [redacted]

I am responding to the complaint filed by Mr. [redacted].  Please let Mr. [redacted] know that we will be refunding his money and putting him on the appropriate "do not call" list.  He should see the refund on his account within a week.
I hope that he is happy with this...

resolution.
 
Regards
[redacted]

Thank you for allowing us to respond to Mr. [redacted] complaint.  I would first like to start by saying that we would be more than happy to assist Mr. [redacted] in any way that we can to get him a reservation here at the resort.  Our notes indicate that we offered to give Mr....

[redacted]  a week in his account on March 12, 2014 to make up for the week that he did not reserve for that year.  All he had to do was let us know if he would like us to add the week to his account.  We spoke to Mr. [redacted] again on March 26, 2014 and helped him to find where we had sent him the e-mail and that he would simply need to notify us if he would like for us to add the week to his account.  We spoke to him again on May 16, 2014 and at that point he had still not indicated that he would like for us to add the week to his account.  As I stated previously we are more than happy to assist Mr. [redacted] with using the Time-share that he has purchased.  In his correspondence Mr. [redacted] claims misrepresentations in our sales process that topic we would be happy to discuss, but this is not the forum to review his contract.  If he would like to contact the owners association here at the resort we will be happy to review the documentation that he signed at closing.  If there is any way that we can assist Mr. [redacted] we are more than willing.  At this time cancelling his contract is not an option available to him as set forth by the Virginia Timeshare Act and we would be happy to go over any closing documents that might help clarify this point as well.  Again I would like to thank you Ms. [redacted] for giving us the opportunity to respond to this complaint and if there is any further assistance that you would require with this matter please feel free to contact me.Sincerely,[redacted]Director of Hospitality AdministrationMassanutten Resort

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.To Whom it Concerns,
I am not in agreement with the assessment received from Massanutten in regards to their response. My concern that the Platinum Membership for RCI was something I could have done on my own through RCI has NOT been addressed. It was not necessary for me to purchase at Massanutten for this Platinum upgrade to take place as I was led to believe and I was not aware of the Platinum upgrade through RCI until I RETURNED TO MY HOME AND RECEIVED AN EMAIL FROM RCI that I could upgrade to Platinum for additional perks and benefits. This was a complete misrepresentation.
The 7 day right to cancel was never mentioned during our purchase and I am of the impression, that the only goal for Massanutten was to make a sale regardless of what they needed to say or promise in order to convince us to move forward with the purchase. During the sales process, I was of the opinion that they really had my welfare and best interests in play, but they were only interested in saying whatever was needed, truth or not, to close the sale.
We were promised that the sales team would be able to help me maximize my RCI account and they would be available to help me with future reservations. I was also told that I could receive additional weeks at Massanutten by just a phone call to let them know when I wanted to vacation there and it would be a no-cost, no-point vacation, up to 10 times in a year. After I initially called and spoke with the sales person, and found that through the lack of their return calls and emails was the norm, I  realized that they had said what they thought necessary to close the sale with NO expectation of delivering the promised additional benefits and perks.
I am extremely dissatisfied with the manner their sales process was and is being handled and reiterate that I think I am due a refund.
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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Ms. [redacted],We are terribly sorry for the illness that the [redacted] suffered during their recent visit to our resort.  I would like to address their concerns and hopefully they will continue to visit the resort in the future as they are owners here at Massanutten and have been since...

1998.  Our hot tubs at our recreation facilities are checked multiple times a day manually by the recreation staff and they are also monitored 24 hours a day 7 days a week by our automated system to ensure they are chemically balanced for guests to enjoy.  The hot tub was closed for repairs due to a break in the heat pipe that supplies the tub with hot water.  We have many guests who take advantage of our hot tubs at the recreational facilities and this is the first report of illness that the resort has been made aware of.   If we receive any other complaints with regard to health and hot tub use any where in the vicinity of the [redacted] stay we will reach out to them immediately for further investigation. The resort did offer for the [redacted] to stay over for the extra night to recover before their travel.  Unfortunately, due to the fact that we are a time-share resort the current accommodations are not always available for the next week due to the nature of individual ownership at the resort.  We are sympathetic to the [redacted] concerns and would be happy to address any further concerns that they might have.  Thanks for allowing us to respond to this complaint and if there is anyway that I can be of further assistance please let me know. Sincerely,[redacted]Director of Hospitality AdministrationMassanutten Resort

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.  Did get the refund.
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 have tried  to contact both Mrs. [redacted] and [redacted] and left messages.They have not returned my calls. I do not think it's fair that my husband and I are paying for [redacted]. I'm asking to cancel this contract because we were mislead. After signing the paperwork they brought out the sheet that stated we had week 52 and we stated we would never be able to use week 52. We would never be able to use week 52 because our grand kids are and school and my job does not give me a winter vacation.We trusted Mr.[redacted].  Mr.[redacted] told us not to worry that all we had to do was call RCI to switch the week to a Summer week using our points. After calling RCI they stated we could never switch to a Summer week because it would be over 100,000 points and the contract we signed only alotted us 55,000 points. We would have to pay a additional fee every time we went in the Summer.When we went this pass August to try and resolve this matter  with Mr.[redacted]  but he did not meet with us. We meet with a different Sales person who stated they could get us out of the contract but we would have to pay a additional 32,000. for a week in the Summer on a Forclosure place. My Huband and I have been tring to get out of this contract since Feburary 2014 when RCI stated we would not be able to use [redacted] in the Summer. I called Mr.[redacted] several times and he stated he could resolved the problem when we meet with him in August. Once we arrived we were told he was busy and could not meet with us. My husband and I would like to cancel this contract because we were mislead or would you we willing to give us the additional points we need for a Summer week at [redacted] at no additional charge.
Regards,
[redacted]

I received an email from our Sales Manager, [redacted], and he stated that he had spoken with this gentleman and that the issue is resolved.
If you find this is not the case, please let me know.
 
[redacted]

This is in response to the complain filed by [redacted]. 
I am sorry but we cannot honor her request to cancel her timeshare contract.  This contract, like any other, is legal and binding.  Under Virginia Law and the Virginia Timeshare Act, Ms. [redacted] would have needed to cancel...

within seven days of the purchase by written request.  She would have needed to send a certified letter requesting this.  We received no such notice which is not the fault of the resort.  She waited well over a month to call and she was already out of rescission at that time.
I hope that Ms. [redacted] decides to come and bring her daughter and/or friends and enjoy the resort.   It is truly beautiful and I hope that she does not choose to foreclose.  I believe if she came to vacation she would decide it was a great idea to purchase at Massanutten.
 
Best Regards,
 
[redacted]

Thank you for allowing us the opportunity to respond to this owner's complaint wit our company.Mr. [redacted], As I have explained in our previous correspondence with you and your wife we are terribly sorry that you are unable to afford the vacation ownership that you contracted for back in 2015....

 We are more than willing to assist you in bringing your account current by setting up payment plans if that would make your ownership more palatable for your financial situation.  We would also be more than willing to send any of your contract documents that you feel would better assist you with understanding your ownership.  We do have thousands of owners who enjoy vacations with us as well as the thousands of resorts available to them through RCI the exchange company and we certainly hope to assist you in being able to access the vacation ownership that you purchased.  We will not be cancelling your contract for the reasons listed in our four previous replies to your request, but if there is any way that we can assist to get you on the vacation you very much deserve please let us know.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]

Assigned ID [redacted]  Attached is a copy of my
contract  to support my request to cancel my contract.  It clearly states that I have one week per calendar year for vacations at the resort.  I was only able to take a vacation in 2011.  I can be contacted at
###-###-#### or ###-###-####.  [redacted]
Regards,
[redacted]

I would suggest that Mr. [redacted] contact our on-site RCI representative, [redacted].  She is very knowledgable of the system and how it works and would be happy to help Mr. [redacted] with his RCI issues.  Her number is ###-###-####, ext. [redacted].  She is extremely busy and he may have to leave a message, but she will definitely get back to him.
Other than this resolution Massanutten cannot provide the request to cancel.  We certainly hope Mr. [redacted] becomes an owner in good standing and enjoys the vacations he so deserves.
[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 answer you have provided is NOT accepted! You are basically going through and denying every accusation we have made without any proof. Of course you will not admit to any misrepresentation of your product or services. Yes, we did sign this contract and that was based on the verbal promises presented to us by your sales men. We had no idea that it was acceptable for your employees to purposely lie and misrepresent this product to us verbally as long as what was actually written in the multiple pages of the contract said the truth. This product was absolutely sold to us as an investment and your employees should be held liable for what they say to your clients verbally. We did not doubt for one second that what we were being told about this product would all be fabricated. We thought your company was one with morals, little did we know we were completely wrong. I understand you do not want to cancel this contract and refund our money however that is exactly what needs to happen here given these circumstances. We were lied to, deceived, and tricked by your salesmen and the Owner of your company needs to take responsibility for this. Right this wrong and give us our money back. We have tried to handle this between ourselves and your company however your lack of taking responsibility for your salesmen is making it difficult. We have already placed a complaint with the Revdex.com and we will not stop there. This dispute will not end until this timeshare contract is cancelled and our money is rightfully returned.
Regards,
[redacted]

Thank you very much for allowing us to reply to Ms. [redacted] complaint.First we would like to congratulate you on your recent engagement and we hope that your special day will be memorable and last a lifetime.  As far as your complaint with regard to the free weekend that you were offered to...

come and visit the Resort it sounds like there is some confusion as to the rules of participation that you agreed to.  The participation does only require a 90 minute presentation of the Resort which was covered in the terms and conditions that you agreed to on the entry form which we are required to have you sign prior to our office giving you a call for the weekend offer.  There is no 3 hour presentation requirement so we are unsure who sent the email  you are referencing.  Upon completion of the presentation you would absolutely receive the full refund of the $75 deposit that you put down to participate in the weekend giveaway.  We also have no record on file of where you have contacted our office to attempt to resolve your complaint prior to filing your complaint with the Revdex.com.  We are more than willing to reschedule your appointment in order for you to complete your portion of the agreement and receive your deposit back.  We have thousands of customers who participate in this program each year and we would love to show you all that our Resort has to offer.Thanks again for the opportunity to clear up any misunderstanding and if I can be of any assistance in rescheduling your appointment please let me know. [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.
This company needs to reported as to how they mislead customers to make a sale.  It should be against the law to allow a business to conduct business this way.  It also needs to be noted for other customers looking at this business, I'm sure I'm not the first customer this has happened to and won't be the last.  This is a shady and unethical
way to do business.  Nothing has been resolved and I don't believe any investigation was done, as I wasn't contacted?
Regards,
[redacted]