Massanutten Resort

Cleaner with Dean cleans both of our area offices and does a great job. The staff are professional and courteous.

I will attempt to let you know what has happened with this account and I have also attached the notes where we have communicated and emailed Mr. [redacted] to make him totally aware of the status of his account and timeshare ownership. 
Mr. & Mrs [redacted] were late in paying their maintenance fees that were due January 1st, 2014.  They received the bill in mid November.  Then on Januray 14, 2014 we sent another invoice statement showing that the fees had not been paid. A final notice was sent to the [redacted]s on February 6, 2014 showing that they had incurred a late fee penalty of $25.00 and a finance charge of $5.85.  Each of these invoice statements were sent via first-class USPS mail to [redacted]., [redacted] which appears to be his current address.  Mr. [redacted] banked his unit with RCI and planned to come to the resort at the time that he was delinquent on his maintenance fees. 
I have attached a letter, among other communication,  we sent him telling him that he could not check in as long as he owed his maintenance fees. At the same time he was delinquent on his mortgage payment and would not have been able to check in due to that issue also.  We have great communication with RCI and they know that any one that owes mortgage payments or fees cannot utilize the timeshare and this is stated in the documents the [redacted]s received when they purchased.  He also receives newsletters which explain the process.  Therefore we do not owe him anything for the week he missed with RCI because at the time he owed mortgage payments and maintenance fees.
Since then he has been turned over to a collection agency regarding his maintenance fees and the company that holds the note for his mortgage is in the process of foreclosing this account.
I hope you have a better understanding of this situation.  The owners association will have no further communication with Mr. [redacted].  We have spent much time and effort explaining to him what the issues are and he refuses to accept them.  The company that holds his note has also tried to guide him in the right direction and has spent a countless amount of time repeating the same response to Mr. [redacted].
Please let me know if there is anything further that I can do.
[redacted]

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.

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!

We have nothing further to add.  Mr. [redacted] is still an owner here with a signed legal contract.
Best Regards,
 
[redacted]

I am unclear with whom Mr. [redacted] 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. [redacted].  If he ould kindly...

tell me his concerns then I will be happy to get back to him.
 
Regards,
 
[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.

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]

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]

I have JUST returned as a guest of dear friends who own a timeshare at the Massanutten Resort. This place was appropriately named as it is a "MASS A Nutten" (Mass of Nothing). I need a negative Stars option. There was SO MUCH wrong with our stay I do not know WHERE to Begin.
Lies:
I consented to take a Timeshare tour because honestly if we liked it we MIGHT have seriously considered it (But after the way we were treated or made to feel I don't even wish to make it a day trip.
The lady who showed us around never let us do the survey at the end or I could have addressed some of the reasons we would not be members.
I have NEVER heard of an establishment who treat "Owners" who only invest in the 1 week a year option get NO PERKS,NO DISCOUNTS AT ALL ! Really ? That seems to speak VOLUMES right there as to the attitude of who they wish to have as owners.
Normally if we have expressed interest in taking a tour,we have had the Red Carpet laid out for us. Ability to experience some amenities using "Passes", an upgrade in accommodations(especially if they were empty at the time). Not only were we not given any free or discounted passes,but we were made to feel unwanted because were were not "GOLD MEMBERS" or an Active Military person.(honestly the Military should be allowed to come cheap or free for them protecting us). Maybe the opening speech should not be "May I see your Gold Card or Military ID"
Our Condo (138F) had some issues. Microwave quit working at some point during our stay .( was not used everyday so I'm not sure what was the last day it worked. It turned but did not heat anything I noticed that today but since we were checking out today( the day before we needed to) I neglected to report it. before we left. I Had to call Maintenance because the Fire place stopped working. The couches,and chair all NEED TO BE THROWN OUT. You sit down and you fall practically to the ground( to which the timeshare lady said "Oh Well." I at least thought she would agree that you could not sleep or sit on the sleeper sofa. I did not complain but now I wish I had, I just did not want to pack up and move. Please go down there and just sit down THEN stand back up after sitting for 15 minutes or so. The Dining room's chandler has black earbuds intertwined in the chain and might possibly be what is holding it up. Unless no one has stayed there in a long time(because of the seating options) I can't believe no one reported it before. If ALL of the units are in this bad of shape,I'm surprised you have the amount of owners you have(which our tour guide repeated to us over and over and over again.
Concierge needs to not tell us one thing and then find out opposite. I wanted to purchase water park tickets on Monday for 4 people ,but one was coming later. The girl at the counter said "NO ! ALL PARTIES MUST BE HERE". This was AFTER she made me feel like dirt because we were not "Gold Members" or in the Military.
On the subject of the water park Today December 16 2017 between 11:00-12:00 more than 1 life guard gave my daughter a very hard time about not being old enough to be in the "Hot Tub" She is 19 and is very sensitive. To have both male and female life guards give her this "I do not believe you" Look, AND when she showed a female guard (that was giving her a hard time) a photo showing that she was 19 , she was met with the response "we were just kidding" along with an ""I don't believe you" look on her face. Had I been ANYWHERE in the building believe me those three guards would have experienced my wrath.
Back to this horrible lady taking us on the tour of the resort. I understand that at times things have to be shut down for maintenance from time to time. But since the snow tubing was not running, the only other MAJOR DRAW would be the water park and maybe the Arcade. Oh but the water park was closed Tuesday-Thursday, WHY ? To me it seems LOGICAL that with no snow to play in/on the water park could have been open at least ONE of those days. When I asked that question to our Tour Guide she said "Well if you were an owner here you could make that suggestion. But you're not so "Oh Well" . REALLY ? Don't tell me all the advantages here but not allow me to ask questions just because you realize there will be no sale. More than once she lied to us and when I would question that she would change the subject ( and I have 4 witnesses that can back that up)
Having had NO Vacation for 5 years I REALLY was looking forward to this. But after all the problems we had I was ready to leave on Tuesday.

Review: My family purchased (3) $99 Seasonal Offers as a result of false advertisement practices. On 25 March 2016, I was approached by a Massanutten sales representative, Ms. [redacted], at the Pentagon City Mall. Ms. [redacted] made her sales pitch and I explicitly stated my vacation needs for my family's Christmas vacation. Specifically, I stated that the family would need to be there for a least 7 days, but that I did not know the dates or the exact number of people at that time. Ms. [redacted] told us that we would be able to reserve additional nights at $50 per night and she reviewed that option on the contract that I signed. This was also reiterated via cellphone text messages between Ms. [redacted] and myself (I still have the text messages).

Ms. [redacted] on several occasions explicitly stated that the holiday season is the slow time at the resort. However, when I contacted the reservation offices and learned that this was not true. I was also informed that I could not reserve additional nights for $50 per night and that my chances of getting the 3 condos for the 24 - 31 Dec 2016 period was not possible.

I have been trying to resolve this issue since 05 May 2016 when I Ms. [redacted], Rental Services Supervisor and Group Coordinator, redirected me to call [redacted], because she couldn't help me. When I called that number, I was told that Massanutten would not honor Ms. [redacted]'s sales promises and that the contract was referencing something else and not providing me an option to extend my stay at $50.

On 25 August 2016, I again contacted Massanutten trying to resolve the issue and spoke with [redacted], a supervisor in the promotional sales and/or reservations department. Ms. [redacted] repeatedly stated she could not comment on a conversation between me and Ms. [redacted] despite me telling her I had text messages to support my claim. Ms. [redacted] attempted to provide no solutions.Desired Settlement: I would like Massanutten to honor Ms. [redacted]'s sales. I do not want to be unfair, I have no problem paying the $50 extension fee for the nights exceeding the promotion during my families Christmas vacation at the property. As it stands now, we are left with packages that do not meet the requirements identified prior to purchase and no plans for my family vacation.

Business

Response:

Thank you for the opportunity to reply to Ms. [redacted]'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. [redacted] which clearly states the Getaway Packages are for 3 days and 2 nights. The $50 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 $50 per night. The other item Ms. [redacted] brings up is that she purchased (3) of the $99 packages and our agreement clearly states that there is "only one package per family/household permitted." If Ms. [redacted] 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. [redacted] has signed an agreement to participate in and if she has further questions we will be happy to address them as well. Sincerely,[redacted]

Consumer

Response:

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,

Review: My wife and I were at a local fair and there was an advertisement for a raffle for a local store. We filled out the survey on a tablet and were given a card with a number to enter the following day on a website. I entered the number and I won a Level 1 prize which included 4 choices one being a $250 visa gift card. At the bottom the site said that it included a 3 day/2 night vacation. At no time were my wife and I told that we would need to go on a timeshare tour to receive the winning prize. I asked them to mail me the gift card since I already own a timeshare with their company.Desired Settlement: I would like the $250 visa gift card that I was told we won.

Business

Response:

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]

Consumer

Response:

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 am not satisfied with their statement because I feel extremely mislead by their representatives on-site who never said they worked for their company nor stated the eligibility issue which was conveyed to me on the phone since I am already an owner.

Regards,

Business

Response:

Thank you for the opportunity to reply to Mr. [redacted] rejection of our initial explanation as to why he was not qualified to participate in the promotional giveaway that he had signed up for. The particular giveaway that you registered for does state in the terms and conditions that "Current Vacation Village Resorts owners...are not eligible to participate in this promotion."We truly value your ownership with us here at the resort and we often have opportunities for you to participate in during your stay at the resort, but unfortunately this particular program is aimed at gaining new owners and does not include our existing ones. I would be happy to send you all of the details from the terms and conditions that were involved in the promotion that you signed up for if you would like.Again I apologize for any misunderstanding and we are looking forward to your next visit with us here at the resort.Sincerely, [redacted]

Review: I attended a sales presentation at Massanutten no intention to purchase & told the salesperson that if I purchased anything it would have to be exactly the same as where I stayed with my friend and her son (Woodstone Luxury). I was later pressure to purchase what I was told, same unit that was turned in by the owner and I was to continue the payments. It was to be a two bedroom unit I could use annually but that it would have a full kitchen one year and partial kitchen (just a stove-top) the next year. The floor plan that I was shown had the same floor plan as the one I stayed in & the page was dog-eared on the book that was given to me.

The next year I received an invitation for a free weekend stay. I realized later the purpose was to have me upgrade. The salesperson first brought me to see the unit that I purchased. He parked in front of a building that was different from the one that I thought I purchased at. I asked him what the difference was. He said "you purchased a one bedroom" those are two bedrooms. I was shocked and extremely upset and told him that I absolutely did not buy a 1 bedroom. He read his document and said I bought a one bedroom. I said absolutely not and I wasn't interested in seeing the one bedroom. He convinced me just to look anyway and it definitely wasn't same as the unit my friend and I stayed at.

They subsequently tried to sell me a 2 bedroom Luxury unit similar to the one thought I purchased which I agreed to, so I could compare the documents with the one I had. I subsequently cancelled it. The floor plan the settlement person dogeared was the same. The differences in the documents I saw, was that the one I originally purchased indicated it could accommodate 4 persons named Casa and the second one - six persons (Luxury). There was no mention of the number of bedrooms which was misleading. They later offered me the 2 bedroom but bi-annually not annually and not in Luxury, which was the one we stayed in. In addition they normally take you to see the unit that you purchased and this was not done for me both times.

when I called a legal service to address my issue with them.Desired Settlement: Company to provide me with the Luxury 2 bedroom with annual use, as I was originally made to believe, with all the other terms with the original sale.

Business

Response:

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]

Consumer

Response:

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,

Business

Response:

I would like to thank you for the opportunity to reply to Ms. [redacted] rejection of our initial explanation we certainly desire to help her better understand her ownership that she has purchased. Ms. [redacted] we have thoroughly reviewed your file and the documents clearly outline that on October 3, 2013 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,[redacted]

Consumer

Response:

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] The settlement agent informed me that I will have two bedrooms but on one year it will be a stove top kitchen and the next year it will be a full kitchen. No one clearly stated that what I purchased was a one bedroom not similar to the luxury unit I occupied. No one made clear that Casa de Campo would be different from the luxury model where I stayed. The floor plan I was shown was a two bedroom - again I am stating that it was dog-eared and showed a two bedroom not a one bedroom. Unfortunately what the staff at Massanutten verbally stated was different from what I was made to understand. My only proof is the dog eared page that led me to believe that what I purchased was a two bedroom unit. Again, they did not show me the unit that they said I bought. How else will I know that I bought a one bedroom - not a two bedroom? This apparently was a sale where the staff was not straightforward, perhaps intentionally. They should take the unit back and refunding me with all the payments I have made.

Review: I feel I was pressured into purchasing this timeshare under misleading terms. I was told that I could use my week at a later time if I could not make my designated week. When I called massanutten resorts about this they said that is something they do not do and that I should look into contacting a realtor of I wanted to sell my week. I was very confused by this information. Every time I tried calling back I was told either the dept was closed or busy. I received a letter conviently on my designated week that talks about "space banking" unused time, however it has to be done 30 days in advance or they will not honor it. I feel this is unfair due to it now being my week and I'm just finding this info out!!!Desired Settlement: My first payment is a scheduled for May 25th I want out of this timeshare as I feel it is a scam! If you can't do that I want my week changed as I was given the wrong information and not provided with the correct info until it was too late

Business

Response:

Thank you for allowing us to reply to Ms. [redacted] complaint. Ms. [redacted],I would first like to apologize for all of the trouble that you have had getting in touch with someone who could assist you with your ownership. I do see where you purchased your Woodstone Meadows unit in March of 2016. I also notice that your first occupancy of the unit that you own is scheduled to be week 20 of 2017. We would be more than happy to get you a reservation for the time that you own and explain any items that you have questions on. I believe what someone was attempting to explain to you about changing your week is that in order to do so you would contact [redacted] the exchange company that offers you access to over 7,000 other properties that you can exchange your ownership to travel to. We have an onsite [redacted] representative who would be happy to answer any questions you would have with regard to the exchange program and all of the benefits that [redacted] has to offer you along with your ownership at the resort. I believe we have an email address associated with your ownership file and I will send an email soon, so we can hopefully get all of your questions answered.Sincerely,[redacted]

Consumer

Response:

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,

Review: I purchased a time share through Massanutten and they have not sent my materials regarding the purchase, returned my phone calls regarding the materials or purchase or enrolled me into the [redacted] program my purchase came withDesired Settlement: I would like my money back. I no longer desire to do business with a company that refuse to value it's customers or at the least return their phone calls.

Business

Response:

Thank you for the opportunity to reply to Ms. [redacted] complaint. We do show where Ms. [redacted] and a Nathaniel [redacted] 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 [redacted] made an initial down payment of $343 and they were to continue making payments until the full down payment of $1,373 was made. We attempted to run an additional payment of $343 on 4/30/15 which declined. We were able to run the card for an additional down payment of $343 on 5/2/15. But when we attempted again on 5/25, 6/27, and 7/5 all attempts were declined. Without a full down payment and no cancellation request within the rescission period Ms. [redacted] 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 [redacted] would desire.Thanks again for your time and please let us know if we can be of further assistance.Sincerely,[redacted]

Consumer

Response:

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,

Business

Response:

Thank you for the opportunity to assist Ms. [redacted]. [redacted] we will have someone from our sales office contact you to work out the details to finalize your down payment and from there we will be able to get you the vacation ownership you contracted for back in April of last year.Thanks,[redacted]

Consumer

Response:

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.

My husband and I are no longer interested in doing business with your company. We did our part and had to resort to contacting the Revdex.com. We were trying to give YOUR company our money. I 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 again. We are requesting a refund.

Regards,

Review: On May 23rd,2016 [redacted] called and said I won a vacation/gift. She said the place was so big they wanted to take us on a tour to show us everything and it would take 90 minutes she never said anything about it being a sells pitch for a time share. To me it was very deceptive I would have never agreed had she told me that. I called today May 30th to complain and ask for my $ 75 deposit back. The supervisor was rude and said for no reason would she give my money back. Alliance was is my $75 back because this was false advertising. My conformation number is [redacted] and Ms. [redacted]Desired Settlement: Refund my $75 and be honest with people when they make these calls

Business

Response:

Thank you for allowing us to reply to Ms. [redacted] complaint about her recent experience with one of our marketing offices.Ms. [redacted], 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.[redacted]

Consumer

Response:

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,

Review: My wife and I purchased a real estate deed through Massanutten with the promise of being able to vacation on their property two weeks a year as well as vacation abroad on their other properties with the RCI cooperation. We made the initial purchase in June of 2014 and since then have yet to be able to use it because both companies have repeatedly told us the property is not available any of the times we tried to use our weeks. During the presentation the salesmen stated how easy it would be once we put in an advance request. We have attempted to put in requests up to two years in advance only to be told all the requested properties were already booked. I personally have spoken to various service representatives and asked to speak with managers regarding my dissatisfaction with the lack of service we have been receiving for almost two years. At this point, this company has already taken over $5000 from us and still counting. We have gotten nothing in return beyond the 'free' weekend they used to lure us in. We have gone as far as asking the company for assistance selling the deed to which they told us we are on our own.Desired Settlement: At this point, I would assume a refund is out of the question. To stop the bleeding, I would like to have the deed sold or to be let out of the contract so we can go our separate ways.

Business

Response:

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]

Consumer

Response:

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.

My reason for the rejection is that the conditions under which I was sold on the resort have not played out since becoming an owner. I 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 resorts. The salesman assured me that this would not be an issue as long as I booked in advance. As previously stated, I have tried to book my reservation for my week (for another location) in advance several times to no avail. It 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 in. And I have not paid the current maintenance fee because I have yet to reap the benefit of being a deed owner. At 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,

My husband and I booked our week for 7/2017 well in advance as suppose to on 6/30/2016. We received a email dated 8/23/2016 stating we didn't have enough points to keep our scheduled home week, so we needed to contact Massanutten. So my husband contacted Massanutten, only to be told by [redacted] (I believe that's what she claimed her name was) that we needed to pay for the maintaince fee $450 first, or our week would be canceled. Never has anyone told us about having to pay our maintaince fee 1 year prior to checking into our home week. Remind you, we have been timeshare owners since the year 2005. So my husband contacted RCI, and spoke to a [redacted]? (could be wrong), and was advised that the information given to us was incorrect. [redacted] had updated some information in the system and told my husband not to worry, everything would be fine. Even on our confirmation it states that any fees due, will need to be paid prior to checking in. So of course, [redacted] checked the information in the system and told my husband that everything was okay. My husband calls back to Massanutten to confirm that we did not need to pay our maintaince fee $450 a year early, what he was told by [redacted], and then yelled at by [redacted] w/Massanutten. It took the LORD to keep my husband from being a devil, like Ms. [redacted]. I'm not sure where and how these people continue to be employed with such awful customer service. Also to try to scam money out of hard-working people. This was just ridiculous. Trust and believe its not over. I'll be contacting the news next to bring what these scam artists do. And never once any apology for screwing up....As an fyi (Its not that we didn't have the money to pay for the maintaince fee $450, it was the principle of having to pay for it again after we just paid for it this year July 2016.)

Review: May 2015, I purchased a timeshare after my tour , during the sales presentation I was advised of different luxuries and perks of becoming a member. During the sales pitch I was advised of a lot of incorrect information and didn't realize it until after I got home and thoroughly read the contract I realized that nothing I was told was true. I contacted Massanutten numerous times and asked for my contract to be cancelled and have my deposit refunded back because I felt that everything was misleading and untruthful. I got the run around for months and I cancelled the direct debit on the time share becaus I don't want anything to do with a company that cons people out of money and give them the run around when service is requested my account number is [redacted]Desired Settlement: I would like my deposit refunded

Business

Response:

Thank you for allowing us the opportunity to respond to Mr. [redacted] complaint. We do see where Mr. [redacted] entered into a legally binding contract to purchase a timeshare with us on May 1, 2015. At the time of closing Mr. [redacted] was provided with the details to engage his non-waivable right to cancel his contract, which clearly states that he had a seven(7) day period after purchase in which he could rescind his contract. Mr. [redacted] did not present in writing his wish to cancel within the rescission period which he was afforded. I hope this explains why we are not willing to release Mr. [redacted] of his contracted obligation, we will be more than happy to provide Mr. [redacted] with any of the documents from his contract that might help him to better understand his ownership.We will also like to offer to assist Mr. [redacted] with making his reservation to use the ownership that he has contracted for once he pays his annual maintenance fees. He can contact his owners association directly at [redacted] to make his annual maintenance fee payment and from there we will be able to secure him a reservation to come and enjoy the vacation that he has purchased.Thank you again for the opportunity to reply to this complaint and if we can be of any assistance to Mr. [redacted] we are more than happy to help.Sincerely,[redacted]

Consumer

Response:

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.

[redacted] I contacted the business numerous times as well mailed the proper documentation & left numerous voicemails to have the contract rescinded, the only thing I received was the run around from this company as well as the loan officers.

Regards,

Business

Response:

Thank you for the opportunity to reply to Mr. [redacted]'s complaint.Mr. [redacted], We will be more than happy to provide any of the documents from your closing that would better help you to understand your purchase. We are also willing to work with you to get your maintenance fees paid up to date so that you can begin using the property that you contracted for back in May of 2015. Sincerely,[redacted]

Consumer

Response:

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,

Review: I would like to cancel my contract with Massanutten [redacted] Contract for Purchase and Sale clearly states: Buryer(s) (Buyer) and Great Easter Resort Corporation (Developer), agree to the purchase by Buyer of the number of Time-Share Estate(s) , shown below, to use and occupy, for one Week per Time-Share Estate, during each calendar year, during the Occupancy Period shown below, on the terms and conditions below. I called Massanutten [redacted] to schedule a vacation in 2012 and 2014 to schedule a vacation and they refused to let me stay at Massanutten [redacted]. I was told that I only have odd weeks and that is not true based on the contract. I would like for them to cancel my contract. Based on them not armoring honoring the contract. I have paid my annual maintenance of $249.50 every year and can't take a vacation, because am not allowed to come on even years.ation.Desired Settlement: I would like a refund of my maintenance fees for the last three years and my contract given back to the resort. I want to cancel my contract.

Business

Response:

I am responding to the complaint # [redacted] regarding [redacted]. We are not able to honor Ms. [redacted]'s request to cancel her contract. This contract is legal and binding and follow all rules and regulations of the Virginia Time-share Act. The act is clear and specific with respect to rights of rescission for time-share owners in Virginia. The closing documents and disclosures from her purchase provides clear timeframes and requisite steps for purchase cancellation requests, all of which have lapsed and are no longer available.

I have attached an "Acknowledgement of Representation" that disputes the fact that Ms. [redacted] did not know that she only was to occupy during odd years. Specifically, if you will note number 13 and 14 on the Acknowledgement that Ms. [redacted] initialed, it specifically states that she understood that she would occupy her timeshare every other year and that the first occupancy would be 2011.

In addition, Ms. [redacted] has utilized her timeshare and enjoyed several vacations due to her timeshare purchase. Therefore, we hope that Ms. [redacted] will remain an owner in good standing and start enjoying the vacatons that she purchased and deserves.

Best Regards,

Consumer

Response:

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,

Business

Response:

I have spoken with the Sales Manager and he will not honor the requeest to cancel the contract. The truth comes with the part that says "during the occupancy period shown below, on the terms and conditions below". Then below it explain that she purchased a biennial ownership. As I mentioned, Item 10 and 13 confirm that she purchased a biennial also.

Have a wonderful day and let me know if I can be of further assistance.

Consumer

Response:

My daughter is also on the contract. She tried to talk

to the representative at Massanutten to schedule a vacation and pay the bill because she couldn't find the invoice sent to me. She was told that

they would not speak to her in 2013, because she is not the primary owner. She wants

to pay my bill and schedule a vacation, but they wouldn't talk to her at all.

They breached the contract by not allowing her to go on vacation.

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,

Business

Response:

I spoke to the Sales Manager again and he is unwilling to cancel the contract. I hope that Ms. [redacted] chooses to use her timeshare and have wonderful vacations.

We consider this closed as there is nothing else that Massanutten can do.

Regards,

Business

Response:

We do not have record that her daughter called in and we normally document everything. However, if that is the case, I will be more than happy to talk to either one of them and try to resolve the issue and find them a vacation. Just let me know.Thank you,[redacted]

Business

Response:

We have no record of anyone calling and trying to make a reservation and we normally record all conversations. However, disregarding this we do have a solution for Ms. [redacted] issue. We have researched and found that her mortgage on the property is paid in full. Therefore, we do have an option in which Ms. [redacted] can call the owners association at ###-###-####, pay $150.00 processing fee and we will get her deed recorded out of their name and back to the resort. This option would make her free and clear from her ownership at Massanutten. Please let me know what Ms. [redacted] would like to do. Thank you and happy holidays –[redacted]

Consumer

Response:

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 will accept Massanuten's offer to pay the $150.00.