Frost Brown Todd, LLC

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 floor plan that was shown to me and dog eared was that of the Woodstone Luxury units.  I also emphasized to them that I would not buy anything different from the one I stayed at.  More importantly I was not shown the unit that I purchased which would have made clear what type of unit I was sold.  The number of person who can occupy the unit and the name Casa de Campo was not explained and not clear to me.
Regards,
[redacted]

I am responding to the complaint filed by Mr. [redacted].  Mr. [redacted] has spoken to our representatives in Reservations and is aware of why he can not utilize his week.  The reason this is the circumstance is because Mr. [redacted] also owns another time-share in another association.  With...

that association there is an outstanding balance for the maintenance fees.  In all of our purchasing documents that are presented when an owner purchases, it states that all fees must be paid in full and up to date before you can occupy a time-share.Mr. [redacted] was given this information and that is why he is not able to utilize his other timeshare.Please let me know if I can be of further assistance. Regards, [redacted]

I will certainly pass Mr. [redacted]'s comments on to our Board of Directors.  I have checked with our legal council and we are within our rights to set policies at the Resort.  We are sorry that Mr. [redacted] does not agree with them but we ask that he abide by them.
Thank you and I consider this matter closed. 
 
[redacted]

Ms. [redacted],I would like to apologize on behalf of the resort for the frustration that you have encountered in the upgrade of your ownership to points.  We have thousands of owners who have converted to points and they really love the flexibility of the product.  There are some differences...

on how points operate verse the weeks based product that you have owned since 2003.  We will be more than happy to get you in touch with [redacted] the On-site RCI representative here at the resort.  She would gladly explain to you in further detail how the points system works and how to get the most out of your points ownership.  She is also very versed in explaining how the usage year works for your RCI points account.  Points offer increased flexibility and you do have the opportunity to borrow against they upcoming year to reserve a vacation.  [redacted] would be more than happy to explain this option to you as well.  Again please accept my apologies for the lack of correspondence you have received to this point and if I can be of assistance to help you get a reservation or to get you in touch with our RCI representative please let me know.Sincerely,[redacted]

Thank you for allowing us to reply to Ms. [redacted] complaint.  First, we would like to apologize for any confusion or misunderstanding about the manner in which the maintenance fees are billed.  During the sales process guests are often shown multiple properties with different purchase...

options, which can lead to some confusion.  As part of the purchase process we do provide an acknowledgement form that reviews the maintenance fee process for the particular unit that is being purchased.  It is my understanding that we had Ms. [redacted] closing officer [redacted] reach out to her by phone to help clarify any misunderstandings on how the maintenance fee is billed.  If we can be of further assistance in assisting with her getting a reservation for the week that she owns we will be more than happy to assist.  Again thank you for the opportunity to reply to the complaint and please let us know if we can assist Ms. [redacted] with the reservation process. Sincerely,[redacted]

Thank you for the opportunity to reply to Mr. and Mrs. [redacted] complaint.  The details that are included in the Terms and Conditions section of the site where you signed up outline the fact that this is an advertising/promotional program for Vacation Village Resorts and that "the participant...

will then collect their award upon their completion of an informal 90-120 minute presentation and tour of a Vacation Village Resort timeshare facility."  I apologize for any misunderstanding with regard to the promotional offering.  We most certainly appreciate your ownership here at the resort and if there is any way that we can assist to continue to make your ownership a good one please let us know.Again our apologies for the misunderstanding and we look forward to your next visit with us. Sincerely,[redacted]

I do not have a answer that will satisfy Ms [redacted].  We will not be contacting her again. Since I can find no proof of harassment, I will apologize for any inconvenience Massanutten has caused. Regards,[redacted]

We have decided to refund the $100.00.  It may take several days for the refund to show up.
 
I hope this will resolve this complaint.
 
Best Regards,
 
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is partially satisfactory to me.  The business grossly fails to acknowledge that their representatives do not understand a contract that they now want me to understand and be held to.  The other two packages that was sold to my family against the policies that are suppose to be held in such high esteem is in the names of [redacted] and [redacted].  Also, I asked for explicit explanation of the extension clause before and after my purchase.  The representative explained verbally and in writing that it was an extension of nightly stays.  I am assuming that this practice of false advertisement is common and approved tactics for this company to take money from the public.  I have attached images of the text transactions between the representative and myself.  The company can return the money for the other two policies and I I will suffer, what I consider to be theft of my funds for the package I purchased as a lesson learned on the way this company does business. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for the opportunity to respond to Ms. [redacted] complaint.  Ms. [redacted], I am sorry for any confusion I would be more than happy to explain in further detail the manner in which your maintenance fees are due.  There can be some confusion as to how the maintenance fees are paid on a bi-annual product, if that is the case please feel free to speak directly with our owners association at [redacted].  I would also be more than happy to provide you with the acknowledgment form that you initialed at closing that covers the 2015 maintenance fee that was due to be paid.  If you feel that setting up a monthly payment plan would be beneficial to spread out the cost of your annual maintenance fees we will be more than happy to set that up for you as well.  Please let me know if there is any manner that we can assist with your ownership.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 submitted the letter to the company requesting my contract get cancelled within the timeframe they indicated. Initially the company indicated that I didn't write in to cancel when documentation was provided that I did in fact write in and called in numerous times they still didn't honor the policy they have set in place for cancellations. 
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 have confirmed that the company has refunded the fee.
Regards,
[redacted]