Massanutten Resort

My name is Rebecca stoots me and my son won a 4 day 3 night put 99 dollars down go thru your and get a 250 gift card the woman on the phone told me check in was 7 5 23 I was there at 9 it went down hill from there get there they say can't check u in till 1 pm so we sit in hot car watch everyone enjoy the park mind u we were told everything was paid for so and way we went at 1 and they said we wouldn't get the water park tickets til Friday this was wed what was we going to do sit and look at 4 walls when I can do that at home I got the deposit of 99 back but what about the 65 dollars in gas a 3 and half hours trip and had to sit and watch every enjoy the water park now I have one person on record Tracy saying if I do the whole thing I would get extra tickets then I talk to a different woman she says no and I don't want to go I just want my money to make me whole I wouldn't tell my worst enemy to go there

My husband and I took our daughter to Massanutten resort to stay the weekend for her 7th birthday. Upon checking in, I was advised to take my parking ticket to the desk behind me thinking I had to get it authorized or something. The gentleman behind the desk started talking very fast and mentioned at tour of the resort our last day and that we would get $150 visa gift card for attending. Sounding like this could be doable and interested in the resort and all the things they have to do, I kindly agreed to the tour on check out day. The gentleman advised there was a $50 holding fee but that it would be returned the day of the tour. On the last day there we got up ready to attend the tour and we got a call that our son was in an accident and was being sent to UVA hospital in critical condition. I contacted Woodstone at Massanutten and the receptionist who took the call was extremely rude and unkind to the circumstance. Advising that we forfeited the $50 deposit because we couldn’t attend the tour. We were never advised of this at the start when we said we would attend and the circumstance behind why we couldn’t was out of our control. I never asked for the visa gift card but only our $50 dollars and was told it wasn’t her problem and we wouldn’t be getting the deposit back cause we didn’t show. I am completely horrified at the lack of respect with this associate and will never go back to the resort. First off it was never explained that If we were unable to attend we would lose $50 deposit. And because the circumstance was completely out of our control it is unfair and unkind to treat guests in this manner. If your going to try and sake a timeshare, then you need to make it known that the deposit given is totally non refundable in the event you can’t at attend the tour. Woodstone at Massanutten really needs to be kind and return my $50 dollars to me. I was not aware of their policy for cancellation and should one have to cancel due to circumstances out of their control, the deposit should be returned no questions asked and no unkind conversations. Do the right thing and return my deposit. And you will never hear from me again nor will I ever visit this resort again. I am so disappointed that associated of Massanutten are allowed to speak to guests in the manner I was spoken to. Something really needs to be done about this kind of customer service. Our experience was terrible and a complaint to the BBB will be done about this!

DO NOT QUESTION THE FINANCE OFFICE OR YOU WILL BE THREATENED WITH PHYSICAL VIOLENCE! MATT WAYLAN IS OUT OF CONTROL.

We went to Massanutten Resort On January 26-27 2023. The "hotel" on property was nice, a little dated but clean. The Resort is beautiful. Went into town for dinner and then relaxed for the evening. The next morning we went in for our tour. The gentlemen that gave us our tour was Dave, he was very nice and personable. The original person we were supposed to have was Mike, but after waiting 30 minutes past our appointment time he still hadn't shown up and they said he was eating in his car and they couldn't find his phone number. No worries Dave was great. Again the property was amazing. Our tour was great but we decided not to buy. We met Larry, sales closer and advised we would not be purchasing. He was very friendly and wished us well. The next person we met was Graham. He was a really cool super nice guy. He worked with us to find something more they could do and we decided to buy. He wrote a deal sheet and and all the info and terms down and went over it with us several times. Great we're buying a timeshare! That was until we met Matt Waylan. He was the finance guy we were put in front of. He started going over the deal and we pointed out that what he was saying was different than what we were told. He got mad and stated "Well I'm telling you how it is!" We were a little shocked by his attitude but hey everybody has an off moment. Little did we know what was yet to come. The next part we went over was completely different as well. I questioned him again and he got even more mad repeating his previous statement. At this point I calmly stated "we are done, we are not doing this". I asked for our ID's and credit card back. I said to Matt, "put whatever you charged on our credit card back and we will take what you guys owes us and leave". Matt jumped up out of his chair, leaned over the covid shield, raised his voice and said "Don't let this tie fool you" while shaking his tie at me and turning all red faced. Ok at this point this is an implied threat. My wife ant this point is getting pretty scared. I asked him calmly in a normal voice why he was raising his voice and threatening us? He stated very loudly "you are not going to tell me what to do in my office/workplace". I again asked why he was threatening us and raising his voice, he then said "YOU are being and As**ole". At this point it looked like he was going to come over the desk at us. My wife had sank farther into her chair. I quickly grabbed the door and got her out of the room. I asked to speak to his boss or someone over him and was told no-one was there. I spoke a woman named Catherine, I think, who was the Manager of the sales department, she was very nice and tried to explain away what had happened. She had me write up a statement to give to her boss, who said could not be reached and was off site, found later this was a lie as well. She kept trying to sell us the TS. I told her that if I did not hear back from her boss in the morning I would call the Sheriff's office and file a complaint. No-one form security was notified either. The next afternoon after not receiving a call from anyone I called Rockingham sheriff's Dept and spoke to Deputy Dean. He took my statement and spoke at length with me about options, including filing a restraining order against Matt Waylan. He said he would reach out to the Security office on site at Massanutten Resort, which he did. I next received a call from Bailey J., Supv of security at the resort. He told me he believed me and that they had never been notified of the incident. He said that what I was told about the bosses being gone was not true. He took my statement and then told me the names of the bosses, Steve Nichols head of Sales and Mathias, the President of the Resort. He asked if I wanted a call from Steve, I said yes. Steve did call me a little while later and we spoke at length. He said he was sorry and he would look into it. That Security had already started and investigation and he would get a hold of me later with an outcome. To date I have heard nothing. Security stated to me at time of reporting that he believed they were trying to sweep it under the rug and keep it quiet. I am disappointed to say the least. In all my life, at the many TS offers I have been to I have never been threatened for questioning something.
Let me say this, my wife is the type if I had been rude, disrespectful or raised my voice to Matt Waylan, she would have called me on it right in front of him and not let me file a complaint.
I was hoping to not have to write this, but since they never followed through and just swept it under the rug, I feel I need to.

Monique was so nasty to me and my 80 yr old mother. She spoke to us with a very nasty tone and was extremely rude. When I confronted her and address the way she was speaking to me and my mother, her response was that I speak like this all day. When I ask to speak to a manager about my interaction with this woman another man was just as nasty as Monique. He said to me if that's her tone, how did I expect her to change it if that's the way she speaks. If these are the people that represent your company and how you train them, you need to come up with a different method of training.

I will be contacting my local news media station telling them about my horrible experience at this resort. I received no apologies from the people involved or from the resort itself.
Doris Epps

My mother and I went to the Massanutten resort in Virginia in July 2021. It was the worst experience ever. I will make this complaint short and to the point. The resort was trying to get my mother and me to buy a timeshare. I told them in the being that we were not interested in buying a timeshare and that I had done this over eleven yes ago and got out of it with a lawyer's help. In the past not knowing how shady timeshares were I made a bad decision and bought one.
My mother and I needed time for rest and were not looking to spend a lot of money doing so. I contacted my friend to see if she knew any places that were not that expensive for me and my mother to go on vacation. She suggests the resort and we could use her TS and go as a guest.
When get they offer us a tour of the resort. I told them I had been there done that no thinks. They say go ahead and do it you will get gift cards and no you do not have to buy a timeshare.
We go on the tour guy was made because we didn't buy got mad left me and my 80yr old mother up on the mountain to navigate our way back down on our own to the main office.
This woman NAMED Monique that ended the tour was so nasty to me and my mother. Her tone was ugly, facial expression and body language were very disrespectful. I filed a complaint and never heard back. We left three days early and were charged for the full stay.

Save yourself time and aggravation. DO not purchase time shares from this company, they are unprofessional and deceptive. They will try to fast talk you but in the end it is all about their bottom line, the dollar. You will be trapped and they offer no assistance to you. Not during a pandemic, not during travel bans.

Do not purchase time shares with this company. They are unprofessional, they are only out for your money. They are shameful in their practices. During a pandemic they fail to work with their clients, they fail to have any programs set up. They lie when they speak to you, they present the resort as this fantastic opportunity where they care about you the individual family but that is far from the truth. In dealing with COVID in my home state, with being ordered by my employer that I cannot go out of state, Massanutten has no program to assist us when my wife lost her job. I have lost my father and sister during this pandemic and Massanutten sent us to collections. Even after sending us to collections they continue to call on a daily basis for payment. The only advise they offered us prior to sending us to collections was for "us" to sell the time share ourselves as they have no programs set up to assist. What I find ironic is all of this, we have never missed a payment or been late up to this COVID pandemic, in the individual states people cannot not be evicted, renters cannot suffer penalties. But for a time share they will ruin you when you suffer loss. DO NOT BUY FROM THIS TIME SHARE! SAVE YOURSELF!

Acclimate Technologies has contracted Cleaner with Dean for the last few years to clean our offices Their team is very professional/courteous, always on time and wear these neon-green vests so that they can't be missed I highly recommend them

I am unclear with whom Mr*** needs to talk to Is this a sales issue, a mortgage issue or an owners association issue I am with the Owners Association and he appears to be an owner in good standing I also can find no correspondence from Mr*** If he ould kindly tell me his concerns then I will be happy to get back to him Regards, [redacted]

Dean and his team clean our church, and we have been extremely pleased with the high level of service and OCD like attention to detail Compared to other cleaning services we have used in the past, Cleaner with Dean is the best, hand down!

To Whom It May Concern:I am attaching five letters which have been previously sent to Great Eastern & Massanutten by fax, mail, and/or e-mail My issues began with the homeowners association They indicate they are separate companies and are operated autonomously, however nothing is further from the truth On the occasion I have gotten any response, it has been short and they each have no contact between companies This sounds fine except if you attempt to use the resort then they decline access to your property There is no provision in please to handle disputes with either company If you have a problem with either company, they collude with each other and will cut you off from using their (your) property.I have given them the option of crediting the loss as I have stated in the documents and how that is accomplished I am willing to discuss, but I do require an account statement to reconcile on any monetary claims I will restart payments after the agreement has been reached If this is not acceptable, they can release the obligation and resell the property but if at a loss of what is owed they will have to accept the resell as payment in full I will await any further response.Sincerely, [redacted]

Very dependable and thorough Dean is a Man of Integrity and has a true servant's heart Highly recommend the " Cleaner with Dean experience" Tim - Horace Mann - Educator Financial Services, LLC

I have been assured by the sales department that they will be refunding all of the money to the client Let me know if I can be of further help [redacted] [redacted]

The level of customer service offered by Dean & his team is exceptionalTheir work is thorough, efficient, and very reasonably pricedI am so impressed with the level of professionalism and communication this company offers and would highly recommend Cleaner with Dean to anyone

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
Thank you for changing your policy this one time on my behalf I will pay the fee by Friday The reason for this complaint is that I would like to sale this property and I have been told I can not sale I went through proper channels to do so and I have been told numerous times that what was sold to me is not worth anything When I purchased the property I was told I could sell I do not want to make any money I do not want this property anymore If this is a purchase it should be something I should be able to sell What is my next step to not be an owner anymore if I can not sell this property? Thank you for you time in this matter
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

We have 80,owners and feel strongly that if an owner changes an address, then they need to notify us. She mentioned that we didn't call however we do not have a department to perform this function. Ms*** was sent to collections on July 1st and her payment was due in
May. We gave more than the required amount of time to allow our owners to pay their maintenance fees. Ms*** only contacted us after she went to collections. We sent her notices prior to turning the account over to the collection company.
In addition, we offered her a one time deal to pull her from collections if she pays the fees on or before Friday (days from now) and becomes an owner in good standing. We rarely do this for our owners and made an exception on her behalf. We are not able to honor her request and release her from her contract. The contract is legal and binding and we expect our owners to for fill their obligations
Thank you,
*** ***

We do not have a resale department for the timeshares that our owners choose to sell. There are several options that Ms*** may consider. She can call the local Chamber of Commerce and they will give her a list of legitimate timeshare resale companies. Their number is ###-###-####. Ms*** may also try to advertise it on the internet - several owners have been able to sell that way
I hope this suggestion is helpful
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
First, Lets take each of these one by one:This does not answer the question of the canceled reservation (days before check-in), which was made and confirmed by the resort Additionally, she is fabricating the statement that the account was delinquent, otherwise the reservation could not have been confirmed RCI will confirm this fact.Second, delinquent mortgage:When I spoke to them about the canceled confirmed reservation, I ask what need to be paid She indicated she did not know as they were separate companies Her statement either confirms she is fabricating the events and statements If she has such detail on our account, why can't she answer the question when asked? I also find it interesting that if you encounter any issues they have no patience but they close facilities at will Third:I have repeated attempts to communicate with Great Eastern, not a collection company (see previously submitted letters) If the homeowners associate and the mortgage company can ignore request and statement of account and blame the consumer, what kind of shysters are they? No statements! No reconciliations! No accountability!Lastly, I thought they indicated that out account was in good standing? I think they make this up as they go along Where is the countless responses?They have the offer from the previous response It is yes I want to work this out? Or it is no, go away and just send money.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,
*** ***