Green Bay Packaging Inc

Thank you for the opportunity to reply to Ms***'s complaint. First, I would like to apologize for any confusion and hope that we can come to an agreeable resolution to her complaint.I have attached the agreement signed by Ms*** which clearly states the Getaway Packages are for
days and nights. The $dollar extension fee is also covered in the Details of Participation, which is actually in reference to extending the certificate and not for extending the stay offered for $per night. The other item Ms*** brings up is that she purchased (3) of the $packages and our agreement clearly states that there is "only one package per family/household permitted." If Ms*** has not been refunded for the other two packages we would be willing to refund the other two packages if she will provide us with the names that those agreements are under or if she can provide a copy of those agreements. I hope this offers some better explanation of the program that Ms*** has signed an agreement to participate in and if she has further questions we will be happy to address them as well. Sincerely,*** ***

Thank you for allowing us the opportunity to respond to Mrand Mrs*** complaint about our resort. We have been in contact with the *** on numerous occasions over the course of the past year. While we are sympathetic to the *** desire to cancel their contract
the fact is that they entered into a binding contract. We go to great lengths to provide clarity to our customers in the purchase process. We not only comply with all of the requirements of the Virginia Time-Share Act we also provide an additional acknowledgement form that specifically addresses the complaints that the *** are now claiming. The *** were notified of their nonwaivalble right to cancel on their two page purchase contract. They also initialed the acknowledgement form that disputes their current claims. I will be happy to provide copies of these documents to you to verify our stanceObviously as a resort we strive to keep all 80,of our owners happy and I am more than willing to assist the *** in any manner that I can to make that happen. If they need assistance with a reservation or help to get a reservation through the exchange company RCI I will be glad to help. I can also set them up on a monthly payment plan to assist with their annual maintenance fee. Thanks again for allowing us the time to respond and if you need any further documentation or assistance with this matter please let me know.Best Regards,*** ***

It took some research for us to be able to assist in resolving Mr***'s complaint. The complaint as it turned out involved a computer error by the exchange company, a third party company, that assigned Mr***'s reservation to the account of another member of the exchange
company. At this point the exchange company has reached out to Mr. *** and refunded his payment. I have given Mr*** my contact information if he were to need anything in the future and apologized for the experience on behalf of the Resort. He seems satisfied that his complain has been addressed. Please notify me if you are in need of any further information with regard to this complaint. I hope you have a great weekend.Best Regards*** ***

I am writing to you regarding the complaint filed by Ms*** I certainly empathize with her situation and wish that I could accommodate her with an amicable solution. I do not have the authority to cancel her contract and refund her money.I have spoken to the sales manager and he
does not see any wrong doing on the part of Massanutten. Massanutten cannot "force" anyone to do anything they are not willing to do. Unfortunately, this appears to be a case of buyers remorse and the time for cancellation has expired.I hope that Ms*** gives Massanutten an opportunity to provide a wonderful vacation experience that she can enjoy for many years to come.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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
My husband and I are no longer interested in doing business with your companyWe did our part and had to resort to contacting the Revdex.comWe were trying to give YOUR company our moneyI don't trust your practice and I don't want to use anymore of my efforts/ time should you choose to walk out / not respond to us againWe are requesting a refund
Regards,
*** ***

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
My reason for the rejection is that the conditions under which I was sold on the resort have not played out since becoming an ownerI informed the salesperson repeatedly that I had no intention of ever returning to Massanutten to use my week and I would only purchase if I was able to use the week at other resortsThe salesman assured me that this would not be an issue as long as I booked in advanceAs previously stated, I have tried to book my reservation for my week (for another location) in advance several times to no availIt appears as a customer that Massanutten is only interested in making money from me but not allowing to use the vacationing package I have already invested thousands of dollars inAnd I have not paid the current maintenance fee because I have yet to reap the benefit of being a deed ownerAt this point, I would like Massanutten to assist me in selling the deed, buying it back, and/or returning a percentage of the money I have already paid out.
Regards,
*** ***

I spoke with Mr*** this afternoon and I believe we have been able to come up with an agreeable solution to their complaint. The ***'s have my contact information if the need should arise for any further assistance with regard to this complaint.Thanks again for the opportunity to address the situation and I hope you have a great afternoon.Regards,*** ***

Thank you for allowing us to respond to Mr*** complaint. We did receive his cancellation request and we began the cancellation process on 1/30/2016. We are happy to assist Mr*** in anyway that we can or answer any questions that he may have.Sincerely,*** ***

I would like to thank you for the opportunity to reply to Ms*** rejection of our initial explanation we certainly desire to help her better understand her ownership that she has purchased. Ms*** we have thoroughly reviewed your file and the documents clearly outline that on October 3, you entered into a contract for a Biennial Woodstone Casa de Campo Timeshare. At the time you signed the contract you initialed line by line The "Acknowledgment of Representations" form which clearly indicated that you understood the ownership which entitled you to occupy half of your unit each year alternating between a full and partial kitchen annually. The unit layout that you referenced in your complaint; we received from you in a complaint you sent to our office from a Law Firm back in November of 2014. That layout is of the unit that you purchased and does contain two bedrooms but your purchase was stated in plain English for a Biennial Ownership that entitled you to only half of the unit each year. We would be more than happy to provide any of the documents from your closing that you feel would better help you to understand your ownership and we most certainly want to do what we can to help you enjoy the timeshare that you have purchased. Please let us know if we can assist with getting you a reservation to enjoy the use of your ownership. Sincerely,*** ***

Thank you for allowing us to address Ms*** concerns with regard to her purchase. Ms***,Please accept our apologies over any confusion you have had during this early stage of your ownership. Our reservation department would be happy to assist you in getting a reservation to
begin using your ownership and they can be reached at ***. Our owners association would be happy to explain when you will have occupancy. This information was covered in the closing documents that were provided to you at the time of your purchase and our office would be happy to provide any clarification we can as to the information contained in your closing documents. As far as cancelling the purchase the Virginia Timeshare Act outlines the required method for rescinding your contract within the seven day period and as we did not receive the cancellation request within the seven day time period we will not be cancelling your contract at this time.We hope to assist you with your ownership in any manner that we can so please don't hesitate to reach out to us for assistance in understanding your ownership or securing you a reservation.Best wishes, *** ***

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.12/9/2015I had initially filed a complaint with the Revdex.com and they agreed to resolve it by contacting meHowever, I have not received an emailOr a phone callThey have made no attempt to resolve the issue

I am responding to the complaint filed by *** ***. I appreciate Ms*** comments however, Massanutten can find no fault on the process of their purchase. The ***'s are having difficulty getting the exact time for vacation that they want because they waited too long to request
their week. It is based on first come, first serve and they are told this at the time of purchase and it is in their documents. They personally chose to purchase at Massanutten and to also upgrade. This was a personal choice that they made. We are not capable of forcing anyone to purchase. It appears to be a case of buyers remorse since it has been years since their purchase. I would like to clarify one issue and that is that Massanutten does not have a real estate company outside of the resort. That is a total separate resale timeshare company and we have no affiliation there. The resort takes great pride in providing high quality and convenient vacation experiences for its owners. We believe that Mr& Mrs*** received the full time-share ownership rights that they contracted for and purchased. We are confident that Mr& Mrs*** were fully informed at the time of purchase and were provided with clear and accurate disclosures from the sales process. They are currently behind in payments and if they choose to not be an owner in good standing, then they will proceed to the foreclosure process. Best Regards, *** ***

I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Thank you for allowing us the opportunity to reply to this customer complaint. Mrs***,Our Charlottesville office did receive your certified letter on Monday the 18th and as it was postmarked on April 12th it was sent in accordance with your nonwaivable right to cancel as outlined
in your contract Our sales office will begin the paperwork to cancel your contract and once that is complete you will receive a refund of your down payment This may take a few days to process We certainly wish that we could have found a way to keep you as an owner with us and if you have any questions please feel free to reach out to us.Best wishes,*** ***

Thank you for the opportunity to reply to Ms*** complaint. We do show where Ms*** and a Nathaniel *** entered into a contract for purchase of an Eagle Trace at Massanutten condominium on April 7th, 2015. The contract was pending a full down payment and according to our
notes the *** made an initial down payment of $and they were to continue making payments until the full down payment of $1,was made. We attempted to run an additional payment of $on 4/30/which declined. We were able to run the card for an additional down payment of $on 5/2/15. But when we attempted again on 5/25, 6/27, and 7/all attempts were declined. Without a full down payment and no cancellation request within the rescission period Ms*** forfeited her down payment and the contract was cancelled for non-payment. As for the materials regarding the purchase they would have been provided at the time of closing and we would be happy to provide copies of any documents that the *** would desire.Thanks again for your time and please let us know if we can be of further assistance.Sincerely,*** ***

Thank you for the opportunity to reply to Ms*** complaint.Ms***,We are terribly sorry for any issues you have had in getting started with your ownership with us. We are going to have a closing officer reach out to you to see how we can better assist you in getting a reservation and
enjoying the vacation ownership you have purchased with us. If you have any questions about your annual dues or if you would like reservation information please feel free to contact your owners association directly at *** We look forward to speaking with you and helping you to get the most out of your purchase.Sincerely,*** ***

Thank you for the continued opportunity to try to work out this complaint.Ms***,Our manager has tried several times to contact you through the phone number we had on file, unfortunately we have not been able to connect. If you could please call our office at your convenience we would be more than happy to work with you to come to a resolution***. We look forward to your call.Sincerely, *** ***

I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***I'm writing in regards to Complaint Number ***.Frieda Young with Massanutten Closing Deptreturned my call today and was very helpfulIn the process of trying to speak with her, everyone I had talked to did not mention that she was out of the office for the weekI wanted to inform you that she was incredibly helpful and very nice despite the complication of the situationI would like to close the complaint. Thank you, *** *** and *** ***

Thank you for allowing us the opportunity to address Mr*** complaint.Mr***,I am very sorry for the customer service you have received since your decision to rescind your contract with us, we will address this with the employees mentioned in your correspondence directly. I have
been able to follow up with our mortgage office and it appears that they did indeed receive your request by certified mail within the rescission period. Our records indicate that the contract was cancelled on September 27th and that the refund would have been processed and the monies returned to the card on file that day. It is concerning that you have not received the funds as it is now over a week since we processed the refund. If you are unable to verify the refund in the next few days please contact our sales office directly at *** and they will be happy to look into this for you.Again we are terribly sorry that you decided that our resort was not a good fit for your vacation needs and if you change your mind and would like to join our over eighty thousand happy owners we would love to have you. Sincerely,*** ***

Thank you for the opportunity to reply to Mrs***'s complaint.Mrs***,I believe we were in conversations with the Sales Director at the time we received this complaint, so I apologize if we crossed lines with your conversation with Mr***. We are able to accommodate your
family for a cheon December 24th - the 27th in a two bedroom condo. Please let us know if the email address in your complaint is the best location to send your reservation confirmation. I apologize again for the confusion at this early stage of your ownership with us and I want to assure you we certainly do everything we can to keep our owners happy and enjoying the products they have purchased with us.Sincerely,*** ***