Green Bay Packaging Inc

Thank you for allowing us to reply to Ms*** complaint about her recent experience with one of our marketing offices.Ms***, First of all I would like to apologize for the customer service that you experienced and we will address this with the employees involved. We did refund your
transaction and hope that you will give us another chance in the future. We do have thousands of guests who tour the resort on an annual basis and they provide us with very positive feedback from their experiences.Thanks again for your interest in our resort and if we can be of further assistance please let us know.*** ***

Thank you for the opportunity to address Ms. [redacted] complaint.  First we apologize for any misunderstanding with Ms. [redacted] purchase.  All of her closing documents clearly outline that the unit she was purchasing was for a Woodstone Casa De Campo sleep four unit.  We are more than...

happy to send Ms. [redacted] any of her closing documents from her purchase.  We would also be more than happy to get her in touch with our onsite RCI representative to assist her with getting a reservation to use her timeshare.  Again our apologies for any confusion and we are more than happy to assist with the ownership that Ms. [redacted] has with us.  If she is interested in the Luxury unit we could also get her in touch with our sales department so she can discuss the price difference between the sleep 6 unit as compared to the sleep 4 unit she owns.  Sincerely,[redacted]

Thank you for the opportunity to reply to the response from Ms. [redacted].Ms. [redacted],We are terribly sorry that you decided not to accept our offer to accommodate your family for the holiday week you requested.  When you made your purchase back in October you were provided a seven day rescission period as required by the Virginia Timeshare Act.  We did not receive cancellation notification within the rescission period as outlined in your contract and therefore we will not be cancelling your purchase at this time.  We are always interested in assisting our owners in any manner that we can to enjoy the products that they have purchased with us.  So if you would like to speak with an RCI representative to better understand the exchange opportunities available with your ownership we would be happy to put you in touch with someone.  If you would like assistance with obtaining a reservation here at the Resort our reservations department can be reached at [redacted].Please let us know how we can assist in getting your ownership off on a better foot.Sincerely,[redacted]

Thank you for allowing us the opportunity to respond to Ms. [redacted] complaint. Ms. [redacted], I am terribly sorry for the issues you have had pertaining to your scheduled promotional visit with us.  Given the details from your complaint it sounds as if you did not speak directly with the...

marketing office that scheduled your visit.  I am also sorry for the lack of follow up by our team with regard to the fact that you were told a supervisor would be in contact.  I have passed along your complaint to the proper marketing office who will be contacting you to reschedule your visit.  I have also forwarded your complaint on to our front desk manager who's staff handles the inbound calls to the main resort line.  They will be sure to use your experience as a training opportunity so that future guests will be directed to the proper office who can assist with a schedule request such as yours.  We look forward to your visit and again apologize for the miscommunication.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.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]

Thank you for the opportunity to reply to Ms. [redacted] complaint.Ms. [redacted],We are terribly sorry that you are unhappy with our offer to assist you in using the product that you purchased.  The Virginia Timeshare Act is very clear with respect to the rights of rescission for timeshare purchases in the Commonwealth. You were provided with a seven day period of rescission, which was contained in your executed Purchase Contract and on the first page of the Public Offering Statement provided to you at Closing.  We hope that this gives you enough explanation as to why we will not cancel your contract with us.  We certainly want to get you out and enjoying the vacation package you have contracted for and we have a team of New Owner Vacation Advisers who would be more than happy to assist you in securing a reservation.  You can email them at your convenience at [redacted].  If you prefer we would be more than happy to have one of our Advisers reach out to you to help get you on vacation.You can also reach out to our Reservations Department who would be happy to help if you are interested in reserving the week you purchased with us, they can be reached at [redacted]We work hard to make sure our owners enjoy the products they have purchased through us and if there is any way we can assist to get your ownership off to a better start please don't hesitate to reach out to us. Sincerly,[redacted]

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]

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 claim he made regarding my responsibility and their actions are incorrect. I've just verified my account and can show documents to verify an attempt was not made to withdraw funds from my account in June 2015. The initial amount of $343 was withdrawn while my husband and I were there on 4/9 and again on 5/4 as they were supposed to happen monthly. I did not file a cancellation because that was not my intent; I believed I was purchasing a timeshare. I made several calls beyond the 3 Revdex.com allows you to record. I also left multiple messages to have this resolved.
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]

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 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]

Thank you very much for the opportunity to address Ms. [redacted] concern over her ownership at Massanutten Resort.Ms. [redacted], As we indicated in our response to your letter we received on October 13, 2016 we are terribly sorry for any misunderstanding you had during your choice to upgrade your...

ownership in May of 2014.  When you signed the contract in May of 2014 you were provided the Purchasers Non-Waivable right of rescission along with instructions on how you could enact this right you also received this same information during your initial purchase with us in June of 2011. The Virginia Time-share Act is very clear with respect to rights of rescission for time-share purchases in the Commonwealth.  The Act provides a seven (7) day period of rescission, which was contained in your executed Purchase Contract and on the first page of the Public Offering Statement provided to you at Closing.  I hope this gives enough explanation as to why we will not cancel your contract with us.Again we do wish for our owners to enjoy their ownership experience with us and we would like to help in any way that we can to make your ownership experience a good one.  I would be happy to send you any of your contract documents that you feel might better help explain your ownership.  If it would make it more palatable for your finances to set up a monthly payment plan for your annual maintenance fees, the owners association would be more than happy to set up a payment plan with you.  They can be reached at [redacted].You indicated in your letter of complaint received in October that you plan to engage the Attorney General's office as well and we would certainly like to assist in any way that we can so that you do not feel the need to file a complaint with their office.  That said we have reviewed the documentation from both your initial purchase as well as your upgrade purchase and we have found no evidence that we have failed to provide you access to the timeshare that you contracted for and purchased.Again please understand that we would like to assist you in any way that we can to make your ownership a happy one and don't hesitate to reach out to us for reservations or to assist with your annual dues. Sincerely, [redacted]

Thank you for the opportunity to reply to Ms. [redacted] complaint. Ms. [redacted],We are certainly sorry that you are unable to make your scheduled reservation on 10/2/17.  We are very up front about the cancellation policy at the time of deposit and we reiterate that in your email...

confirmation as well.  We will have a manager reach out to you and see what we can do to help you get the appointment rescheduled for a time that will work with your schedule.  Hopefully we can get the details worked out and get you out here on vacation.  Thanks for the opportunity to work this out and we look forward to your visit.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]
No thank you, there is nothing to help with but speaking to someone that will do what is right rather than thinking of a sale and end my contract. I want nothing to do with this company and it wasn't just a bad start. This has shown me the corruption that must flow throughout the company and not just sales representatives. As I have stated before the only thing that can be done to resolve this is ending my contract with you all. I will not vacation here.

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]

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 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 not get the name of the person I spoke with. She was very rude. I just want a refund of my $75 to make this whole thing go away. I would like to be able to tell people that your company acted with dignity and gave me a refund easily instead of holding my money hostage. Do the right thing please. Your company's reputation is on the line.
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]

Thank you for the opportunity to reply to Ms. [redacted] complaint.Ms. [redacted],I am sorry that you felt the offer was a phishing scam for credit card information.  I assure you our Resort offers promotional visits to thousands of guests annually.  We hope that you would be willing to...

give us a chace to show you all that we could offer for a vacation destination.  All of our entry forms do contain the terms and eligibilty requirements that each entrant must acknowledge prior to submission.  We are terribly sorry for any misunderstanding and again we hope that this response will solidify in your mind our legitimate offer for you to come and visit the property to learn about the vacation experience our company can offer.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 not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
II appreciate your wanting to resolve this and if that woukd havr been what I was told when speaking to the staff tgat you have working for you, I would not have had to spend more money out of pocket to insure that my family received the vacation that they deserved. Even after Mr. [redacted] called back he still didn't"t have what was promised and said that I should have been happy with that. I was given no choice but to find another vacation that I had to pay more money for after giving you company our original vacation money. This is not the type of company that I want to do buisness with. This does not solve the problem because I have paid for another vacation already due to your staff telling me that what they promised was not going to happen. I want to close the account and I want to be refunded. This has been stressful and unnecessary. All I ask us to be free from dealing with this company.