Massanutten Resort

Review: I was called and told that they had drawn my name and that I had won a $250 visa card and a three night stay at the resort. I was excited, so I fell for it. What I really won was them stealing $75 from me, that's about it. They told me that I could choose a time to stop by for 90 minutes and take a tour, but wouldn't let me off the phone to ask anyone if it was okay to schedule as it would forfeit the deal if I had to hang up and call back. So they kept repeating that I wasn't allowed to check my schedule (?!) and that while I was on the phone not to check with or discuss it with anyone, but then what day would be good for me? Looking back, I guess they don't want the "excited winning victim" to talk to anyone because whoever they speak to would probably say, "Hang up. It's a scam." So I told them I didn't know when I'd be free but they led me to think that I could choose a date, and that if I found out after the call that it didn't work out, I'd call back and get one of the other multiple dates they suggested. Apparently, no. Once you hang up, you are now the enemy, and they no longer have to pretend to be friendly, at all. As a "winner" what you really get is $75 taken from you immediately by the (initially) nicest sounding people I've ever heard on the phone in my life. Because when I called back to ask to reschedule, that "friendly" girl I had spoken to before was the meanest, rudest person I've ever heard in my life. Said no I don't get anything. Sounded like she was so used to this phone call that she was almost laughing. Could hear her smiling when I was clearly about to burst into tears when she said I don't get the $75 back. Leading people to believe that they are winning something and then stealing from them. I think that is one of the cruelest things an accredited business has ever done, something usually seen by Nigerian 419 scammers, not people running a resort. The sad thing is that I can easily still make it that day, but now, after talking to her, I don't want to go anywhere near this place. They told me that I had won the contest via an entry in one of our Chamber's summer events. Well I have been to every single [redacted] County Chamber of Commerce event for the last 5 years, and I'm sure once they know what this company is really doing, they will not have them run any more "giveaways" as we don't believe in stealing from the community, our intention is to give back to it.

Business

Response:

Dear Ms. [redacted],Thank you for allowing us to respond to Ms. [redacted] concerns. First I would like to offer a sincere apology to Ms. [redacted] for the manner in which she was treated and I would like to assure her that the employee she dealt with has been disciplined for her actions. I would also like to inform Ms. [redacted] that we have thousands of customers every year who participate in our promotional programs. We did attempt to reach Ms. [redacted] by phone and we would be more than willing to assist with her rescheduling of her weekend getaway. If she prefer that we e-mail we will can or we can give her a call at a time of her convenience to help in any manner that she would like. Once I again I apologize for the poor treatment that she received and I would like to reassure her that we are better than the representation that she received in her initial interactions with our company. Sincerely,[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 send me an email to reschedule, if it does, will consider this complaint resolved.

Regards,

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.12/9/2015I had initially filed a complaint with the Revdex.com and they agreed to resolve it by contacting me. However, I have not received an email. Or a phone call. They have made no attempt to resolve the issue.

Business

Response:

Thank you for notifying us of the customer's response. We did not attempt to e-mail the customer, we did however attempt to call the phone number on file several times to assist her with rescheduling her weekend getaway. Since she has now requested again that we refund her $75 deposit we have gone ahead and credited the card we had on file. It may take a few business days for the transaction to process, but we hope this is an acceptable solution for the customer. We would like for her to consider giving our company consideration in the future we do have thousands of guests who participate in the same program that Ms. [redacted] had signed up for and they really enjoy the weekend getaway. We do apologize again for the manner in which she was treated and assure her that the employee in question has been disciplined. This employees behavior is not acceptable to our organization and we do continue to strive for great customer service. Thanks again for taking the time to review our submission and I hope you have a great day.Sincerely,[redacted]

Review: Can not find information on mortgage repayment status. Cannot find information on how to payoff timeshare mortgage.Desired Settlement: Publish mortgage payoff information

Business

Response:

Dear Ms. [redacted],

I am responding to the complaint filed by Mr. [redacted]. Great Eastern actually received a payoff check from him on 3/7/14 which was actually an overpayment and we had to refund him the difference. He was on Surepay, so we could just credit the funds back into his checking account. He should have them by now. He's paid in full and as soon as we record the satisfaction, he will get his note back marked "paid in full".

Obviously, Mr [redacted] found the answer he was looking for.

Regards,

Candace Matthews

Review: The sales people represented the timeshare fraudulently when they sold us our timeshare which did not include a fixed week. They did not tell us to use the timeshare we would have to pay our maintenance and pick a week a year in advance to have an opportunity to stay at the resort. We also were not told that if we wanted to use the resort in current year we would have to space bank it though [redacted] at an increased cost to my husband and I. We would have never purchased this timeshare if they had told us the facts. Everything they do is designed to give a buyer the idea that you can have a great vacation once you buy it but they are misleading. I have other timeshares and this is the only one in which owners can buy up the weeks two years in advance blocking out other owners who pay buy a timeshare. We were cheated if they told us we were buying this just to trade we NEVER would have bought it.Desired Settlement: We want either to have Massanautten Resort take this non vacation back or trade it for something useful if that even exists there. It is unacceptable to have to trade through [redacted] to use a timeshare I am paying a loan on and maintenance fees. It is useless we can't even rent it since we have a mortgage and really don't own anything tangible except the legal document binding our money to this ripoff.

Business

Response:

Mr. & Mrs. [redacted] purchase a bi-annual high ET on 2/27/2011. This means that they paid half of their maintenance fee one year and half the next and could use it every other year. On May 1, 2012 they upgraded to a annual high usage. They have had the product for several years and have used it since. They absolutely can come to resort without having to go through [redacted] and have done that.

If you wait until the last minute to make a reservation, and they cannot get the exact week that they want, then the only way to come back to Massanutten would be to see if [redacted] had a week that they were requesting. Explanation of their maintenance fees is clear in their documents and after speaking with the Sales Manager, [redacted], we find not basis for making any adjustments.

Let me know if you need further assistance.

Regards,

Review: To whom it may concern,

I owned at [redacted] week 31 (1st week of August) for 20 years. I am trying to contact someone that can help me. I am seeking accommodation for my purchase at [redacted]. I believe I have been misrepresented. I have owned at Massenuttan since 1995. Up until my last upgrade I have been very satisfied with the resort, service and sales representation that my husband and I have experienced. Our latest upgrade was to [redacted]. As my husband and I are getting up in age, we can only take the grandchildren to Massenuttan in the summer as we have been doing for the past 20 years; however, I believe we were taken advantage of. I am complaining about the misrepresentation of the salesperson that sold us this property. We owned at the [redacted] week 31 (1st week in August) for 20 years and had premium vacation time. After a 5 hour sale pitch we were told we could upgrade to [redacted] and have a point system that would allow us to keep our Summer Vacation time and have a Bonus Week. I believe our salesperson wanted to get our premium time week 31 and scammed us into Week 50 (2nd Week of December) that we would never be able to use. I understood the rules of paying maintenance fees to obtain desired vacation dates and could choice a date without an additional expense of using RCI. In addition, it was also explained that we were gaining trading power and Bonus weeks. That sounded great. Now, I know that is not true after speaking with RCI .RCI stated that we do not have enough points and we could never stay at [redacted] in the summer. In fact we lost some trading power. Even converting to points as less value. This is not good. Can something be done? I feel like I have been scammed and I do not feel I should pay more money to have this corrected. After speaking with the Sales department at Massenuttan, I was continually told it was not their fault that RCI changed their policy Massenuttan is moving towards points. They claim that this would fix my problem; however, they want to charge me more money to buy this option. I would convert to points for a special price; however, this option means I do not have a week and I must use RCI for exchanges into Massenuttan. More money to pay for exchange fees and it still does not guarantee that I would have access to [redacted]. This is not acceptable. I believe I should not incur any additional expense. I am interested in how Massenuttan is going to compensate me for their misrepresentation of the property I purchased. In Conclusion, My husband and I are seniors who have lost our [redacted] week 31 (1st week of August) of 20 years. That was paid for in full. We are currently paying a monthly mortgage of [redacted] that we will never be able to use in the summer. This is not fair to my husband and I and our grandkids.Desired Settlement: I would like to cancel out the Contract or be guaranteed a Summer week(June-August) without having to pay RCI a fee.

Business

Response:

I am responding to the complaint file by Ms [redacted]. I appreciate the frustration by Ms. [redacted], however I really think that she can make her new points ownership work for her. We have an on-site RCI representative, [redacted], and she would be more than willing to speak with Ms. [redacted] regarding her issues.

[redacted] will also explain how the point system works and I think once Ms. [redacted] has a better understanding she will like the point purchase. Ms. [redacted] can reach [redacted] at ###-###-#### ext. [redacted].

I hope that this can be a solution to Ms. [redacted]'s frustration. Unfortunately, the rescission time has passed and we cannot cancel her purchase.

Best Regards,

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 have tried to contact both Mrs. [redacted] and [redacted] and left messages.They have not returned my calls. I do not think it's fair that my husband and I are paying for [redacted]. I'm asking to cancel this contract because we were mislead. After signing the paperwork they brought out the sheet that stated we had week 52 and we stated we would never be able to use week 52. We would never be able to use week 52 because our grand kids are and school and my job does not give me a winter vacation.We trusted Mr.[redacted]. Mr.[redacted] told us not to worry that all we had to do was call RCI to switch the week to a Summer week using our points. After calling RCI they stated we could never switch to a Summer week because it would be over 100,000 points and the contract we signed only alotted us 55,000 points. We would have to pay a additional fee every time we went in the Summer.When we went this pass August to try and resolve this matter with Mr.[redacted] but he did not meet with us. We meet with a different Sales person who stated they could get us out of the contract but we would have to pay a additional 32,000. for a week in the Summer on a Forclosure place. My Huband and I have been tring to get out of this contract since Feburary 2014 when RCI stated we would not be able to use [redacted] in the Summer. I called Mr.[redacted] several times and he stated he could resolved the problem when we meet with him in August. Once we arrived we were told he was busy and could not meet with us. My husband and I would like to cancel this contract because we were mislead or would you we willing to give us the additional points we need for a Summer week at [redacted] at no additional charge.

Regards,

Business

Response:

I have spoken with [redacted] and she got a call on her answering machine. She returned the call and left a voice message to Mrs. [redacted] regarding this issue. Once again, if they contact Ms. [redacted], I think they may be able to resolve the issue. I will not be able to help them but she possibly may. Her phone number is ###-###-####, ext. [redacted]

Thank you,

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: To whom it may concern:

In April of 2014 I sent the below message to both your Revdex.com.org site and to rvresmassresort.com.

I own [redacted] week 20 (Mother's Day week). I am trying to contact someone that can help me.

I am seeking accommodation for my purchase at [redacted]. I believe I have been misrepresented. I have owned at Massenuttan since 1990. Up until my last upgrade I have been very satisfied with the resort, service and sales representation that my husband and I have experienced. Our latest upgrade was to [redacted].

As my husband and I are getting up in age, the lack of stairs was very appealing; however, I believe we were taken advantage of. I am not complaining about the villa, I am complaining about the misrepresentation of the salesperson that sold us this properties. We owned at the [redacted] and had flexible scheduling of our vacation time. We usually went in July. I believe our salesperson wanted to get rid of the inventory and sold us a bill of goods. I am not complaining about the unit, we were pleased with the accommodations.

With the [redacted] upgrade, I understood the rules of paying maintenance fees to obtain desired vacation dates and could choice a date without an additional expense of using RCI. When we purchased the [redacted], it was still in construction. In fact, we were unable to use it the year we purchased. We understood we had a gated community type living with no stairs, private pool and other amenities. And we loved that idea. In addition, it was also explained that we were gaining trading power and Bonus weeks. That sounded good. Now, I know that is not true after speaking with RCI. In fact we lost some trading power. Even converting to points as less value. This is not good. In addition, It was not clear that all amenities would not be available at that time of year. I paid for services that I cannot receive. It was also implied that it would not be difficult to trade back in for a period of time that is more equitable. I had a search in for over 6 months with no results.

I want to use my [redacted] which I paid a premium price. To get into Massenuttan at the time period I wish, I can only get into [redacted] which I paid premium price to upgraded from. I have had my unit on search for over 6 months trying to get into [redacted] is impossible because I do not have premium value which I was told at the time of purchase.

I am a unhappy owner. Can something be done? I feel like I have been duped and I do not feel I should pay more money to have this corrected.

After speaking with the Sales department at Massenuttan, I was continually told it was not their fault that RCI changed their policy or that I bought the inventory that was offered at the time which at the time was suppose to have premiere value.

April 22, 2014 I heard from Massenuttan with an offer to buy more.

They are taking no responsibility for my problem.

Since I send the e-mails and speaking with numerous persons at Massenuttan, I have heard from [redacted]. He is a salesperson. He is saying my issue with RCI. RCI changed their policy which affected the power of my week 20. Massenuttan sold me the property with certain expectations. RCI did not tell me anything,

[redacted] presented an offer. Massenuttan is moving towards points. They claim that this would fix my problem; however, they want to charge me more money to buy this option. I would convert to points for a special price; however, this option means I do not have a week and I must use RCI for exchanges into Massenuttan. More money to pay for exchange fees and it still does not guarantee that I would have access to [redacted]. Just a better chance because I would be a premiere customer. This is not acceptable. I could also upgrade for more money to a more viable week of ownership. This is not acceptable. I believe I should not incur any additional expense.

To further explain, the week I purchased is when inventory was limited and there was lots of construction still going on. In fact, we could not even use the property until 2012 because of the construction. I do not care what RCI did. I am interested in how Massenuttan is going to compensate me for their misrepresentation of the property I purchased.Desired Settlement: I would like Massenuttan to either upgrade me to an appropriate week that meets all the promises identified at the time of purchase. This would include any weeks starting end of June, July, and August. Or, give me back my money and give me back my Flex Time I owned with the [redacted].

Business

Response:

I am addressing Complaint ID [redacted] regarding Mr. & Mrs. [redacted]. Mr & Mrs. [redacted] upgraded from a [redacted] Timeshare in 2010 to a [redacted]. There are fewer steps with [redacted] and as our owners age, this is a common step that they take. In 2011 the [redacted]'s banked the timeshare with RCI, in order to travel elsewhere. In 2012 they stayed in one half of the unit and banked the other half with RCI. In 2013 they banked with RCI and in 2014 they put it up for rental with a company called "[redacted]". It appears that the timeshare experience has been working very well for them and they have been able to get the particular vacation plans that they wanted.

We are offering a new program at Massanutten called "Points" and it does give owners more flexibility for traveling. It does increase the value of the property and there is a financial cost that goes with this offer. It appears that the [redacted]'s want to travel in the summer and in order for them to accomplish this, it would cost an approximately $10,000 in order to make that happen, and we are not sure that a summer week is currently available at this time as those months are very popular.

I sounds as though more money is not an option for the [redacted]'s. We currently cannot release them from the [redacted] contract that they have with Massanutten. I will be happy to furnish the "Acknowledgment of Representation" that the [redacted]'s both initialed stating that they were not relying on verbal representations as they have alluded to.

Massanutten has thousands of satisfyed owners that love the timeshare vacation experience. If the [redacted]'s want only the summer months then the best thing for them to do is pay their maintenance fees 2 years in advance and this would give them a much better probability of getting into their purchased [redacted] property during that time. I am sure there are other months that are available but if they only want summer months then this is not a guarantee as they are most popular.

I hope the [redacted]'s choose to come and visit and enjoy the beauty that Massanutten has to offer. If they would like more information regarding the points program, I can certainly refer them in the right direction.

Regards,

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] has not addressed the issue of the devaluation of the property purchased. In her explaining my usage of the property, she has neglected to say that because of construction we were unable to use the property until 2012. And, the spending of money to use "[redacted]" is a result of not being able to obtain the usage of the property through RCI because of the lack of trading power. Yes, I can get on Massenuttan; however, I would have to stay in the properties I just upgraded for to avoid those steps. They are still trying sell me more of what I should already have.

Business

Response:

Mr & Mrs [redacted] are not making factual statements regarding their ownership. They mentioned they could not occupy until 2012 due to construction. The project they bought into is a fixed week floating unit project. That means that they own the same week every year but the unit can fluctuate. Therefore they would have been able to get a reservation in any of the already built units available.

I feel the [redacted]'s need a better understanding of their ownership and suggest they call [redacted] , our Sales Manager at ###-###-####. This is a legal and binding contract and we find that Massanutten has delivered exactly what the [redacted]'s purchased and paid for.

Please let me know if I can be of further assistance.

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.

Whoever is reading the email is not reading he email. We were not able to use the unit the year we bought and we owned floating weeks prior to purchasing the [redacted]. Massenuttan is just making up stuff now.

We are requesting them to refund our money on the [redacted] and give us back our [redacted] property. They property or product they sold us not what we got.

Regards,

[redacted] & [redacted]

Business

Response:

Once again, I manage the timeshares after they are sold. The questions they have are related to sales. I suggest they call [redacted], the sales manager at ###-###-#### ext. [redacted].

I hope that they call him so he can explain what they are questioning.

Regards,

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.

To Whom It May Concern:

I have tried many avenues to resole his issue, to include calling the sales office, as well as writing and speaking to various individuals before contacting the Revdex.com. Please reference previous correspondence. It appears that although the Revdex.com has contacted Massenuttan three (3) times, Massenuttan is just passing the issue from one office to another. I am including their response because I feel they are sending me around in circles. Please do not do that. I have made my request and provided the reason for my dismay. Massenuttan has not address that except to lay blame on another entity which has nothing to do with their sales presentation and promises. They have admitted there was a change in value as to what RCI did. However, they are not willing to make it right. They just want me to put more money up to make it right for me. This is not acceptable.

This is from Ms [redacted] (timeshare manager): "Once again, I manage the timeshare after they are sold. The questions they have are related to sales. I suggest they call [redacted], the sales manager at ###-###-####. ext [redacted]. I hope that they call him so he can explain, what the are questioning."

I have spoken to the sales office and that is what has made me come to the Revdex.com.

Again, My resolve is that I either believe Massenuttan should buy back the property and give me back my Flexible [redacted] property or change my week which affords me the value of the property and benefits of the property as defined when I purchased.

This is the only answer to the question I want.

Regards,

[redacted] & [redacted]

Business

Response:

Mr. [redacted] spoke with Mrs. [redacted] today. It appears they have reached a resolution that is satisfactory for both parties. We will be moving her into a week 32 annual with 2015 occupancy. The are coming to the resort on August 8th and completing the paperwork.

Please let me know if I can do anything further.

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] & [redacted]

When the changes have been completed, I will let you know that all has been completed. Thank you.

Review: We purchased a Timeshare from Great Eastern Resorts/Massanutten. I delivered a cancellation letter and ownership packet within two business days of signing because I was fearful that we had to pay to use our resort weeks and join RCI to use our resort as well as others. The sales staff and manager reassured me that I was mistaken that I had a week of ownership plus two bonus weeks that I could book at my resort and then I could either deposit my weeks for points to use at other timeshares or I could easily rent the timeshare to cover maintenance fees. I left feeling embarrassed and still very confused as to what I had. In fact, they never returned my cancellation letter or my ownership packet. I called several months later to get the packet sent to me and then I sent several letters beginning March 19, 2015 and follow up on May 1, 2015 which I have yet to receive a reply. I tried to use my resort in July 2015 and was told that I had to join RCI and then pay a booking fee to use my weeks. This was not what I was told by the sales staff.

On December 29, 2015, I sent a letter requesting a mutual release from our contract on the following grounds.

-In Virginia, a developer that offers an exchange program among timeshare owners must give certain disclosures to program participants including a statement of whether membership or participation in the program is voluntary or mandatory and that the purchaser's contract with the exchange company is a contract separate and distinct from the purchaser's contract with the developer, among other things ([redacted])

-Virginia law states that you may cancel a timeshare contract until midnight of the seventh calendar day after signing the contract. If the seventh calendar day falls on a Sunday or a legal holiday, then the right to cancel the contract expires on the day immediately following that Sunday or legal holiday ([redacted]).

-My owners packet, paperwork and signed documents were never returned back to me. I have no idea what is in these documents I signed as my copies were never returned when I delivered a cancellation letter and was assured I was mistaken in the use of RCI. ([redacted])

I followed up this letter on February 3, 2016 and still have not received a reply. That is four letters to 3 separate address, (8 letters total) with no response from Great Eastern Resorts. I have attached all correspondence to Great Eastern Resorts for your review. I do not have a copy of contracts as they were never returned to me and after repeated attempts to get copies, they have not responded.Desired Settlement: Mutual Release Agreement/Cancel contract. To date, I have received no correspondence from Massanutten/Great Eastern Resorts. I have sent correspondence to three separate addresses and logged several phone calls to no avail. I still do not have a copy of contract, owners packet or any information related to my purchase.

Business

Response:

Mr. [redacted],Please accept our apologies for the lack of communication. We attempted to reach you by phone at the numbers that we had on file. Our sales office was able to speak with your wife they also sent a letter in response with contact information for you to reach out to them. We will be more than happy to send any of the closing documents that you would like copies of for your records. You have been an owner with us at the resort since 2005 and really strive to keep our owners happy. The contract that you are bringing up with your complaint was signed on June 25, 2013 and per your complaint you began requesting the contract be terminated in March of 2015, which is well beyond the rescission period. As I said we will be more than willing to mail out any documents that you would like and we are happy to assist you in using the time-share in any manner that we can, but at this time we will not be cancelling the contract for the time-share you purchased over two years ago. Please let us know if we can be of assistance in helping you understand your current ownership in any further detail.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.

[First, Revdex.com thank you so much for your assistance. This is the first time I have had Great Eastern Resorts reply to any of my inquiries. Unfortunately, they have not been very forthright in their response to the Revdex.com.

Secondly, I have contacted them on multiple occasions via letters and phone calls dating back to 2013 to no avail. I have attached copies of the multiple attempts to contact them with my situation to try to find some resolve. Additionally, I updated my phone numbers and provided my email address to them to ensure we had a way of communication. This is evident in my letter dated May 1, 2015. I have other letters written in 2013 and 2014 that I will get from an older laptop I used at the time, the power supply is bad but I'm certain I can remove the letters from the hard drive to dispel any myth that I haven't tried to contact them many times to get copies of my contract they failed to return along my attempts to cancel my contract within 48 hours of signing.

Lastly, The only resolution is to honor my initial cancellation delivered in person to their sales center at the Massanutten Resort. This cancellation request was made within 48 hours of signing which is well within the 7 days allowed

by Virginia Law. I'm an honorable man that has served this nation for 23 years as a member of our Armed Forces in multiple war and combat actions, I'm not just someone trying to get out of a commitment. I am merely trying right a wrong done to me and my family by Great Eastern Resorts. I tried to cancel but fell victim to some pretty hard sales tactics that have proven false beyond belief. I request that they do the honorable thing and release me from this contract. If they won't using the BB route then I will use a different venue to seek the desired result.

So they have my numbers again, Cell: ([redacted], Work: ([redacted].]

Regards,

Review: We attended an informational Timeshare presentation and were totally mislead into our purchase. Our sales lead, [redacted] brought [redacted] to the negotiation table and we were led to believe that even though we already owned a Timeshare with [redacted], Las Vegas that is a sister resort, we should sell it and join at Massanutten and we would have many more RCI Perks due to Platinum Membership. I now find that we could have up-graded our RCI Membership to Platinum on our own through RCI, so we were coerced into a purchase by being mislead. The upgrade would only cost around $175 if I had done the RCI upgrade myself. Throughout the sales process, I said we already had more points than we were able to utilize, and they assured me that they would help me maximize my RCI Points and all I would need to do is contact them and they would readily be able to help me with my reservations and point usage. When I came to this realization, I called [redacted] on May 28 and he assured me that issues happen all the time and not to "stress" as he would work on resolving this purchase, and that I may even make a little cash in the sale as he would put our unit back into availability pool. I have contacted [redacted] repeatedly after our initial phone conversation on May 28 and have yet to have him return a call from the messages I have left for him. He did respond to an email briefly stating he was still waiting on a corporate reply and I should contact him on June 1. I left messages and emails for [redacted], as he said I should ONLY work through him on this. When I had NO response, I contacted the Contract Department and have had numerous interaction with several people and have had email exchanges with all of them. I was told I needed to fax my emails to [redacted], the Sales Manager and call him at 8AM on Sunday, June 28. I spoke with him this morning and he said the hard truth is that I have NO recourse and the purchase is mine due to their 7 day cancellation policy. I stated that I was not aware of the 7 day clause and it was never brought to my attention. He said it does not need to be and that it is POLICY. I have been in sales for 28 years and legally, I always had to make my customers aware of their right to cancel or opt out. I explained that I had no recourse except to contact the Revdex.com and file my complaint. They are not operating with business integrity and do not have customer service follow-up. I was coerced into this purchase by being misled and promised perks that have not been honored. Now I am told there is no option to cancel this purchase made on May 4, 2015. I stand on the premise, that legally, I should have been informed of their 7 day cancellation policy. I will resort to legal arbitration if this cannot be cancelled. I placed a 20% down payment on this purchase and expect a refund in full, along with cancellation of this timeshare purchase.Desired Settlement: I think that Massanutten owes me a full refund and cancellation of this Timeshare purchase from 5-4-15 as we were mislead during the sales presentation.

Business

Response:

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]

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.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]

Business

Response:

We have made our final decision regarding this complaint. We will not be cancelling her contract. Regards, [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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution, although NOT what I wanted it to be as they will not allow any concessions to their legally binding agreement. I was mislead and comments and promises were made to get us to agree to the purchase. None of their verbal promises have been met and it is evident that they have NO intentions to do so. I will not be recommending there services to any of my acquaintances in the future. They should be ashamed of their lack of concern for customer satisfaction and their manipulation to have us sign this agreement, when they were aware they were not being factual with their information! Unfortunately they have relied on mistruths to hold me accountable for this sales agreement.Regards,[redacted]

Business

Response:

After speaking with the sales manager, it is determined that we remain with our decision not to cancel the contract. [redacted]

Review: I was advised that after the payment arrangement for the maintenance fee was satisfied, I will be able to use my timeshare in June.

I contacted Massanutten on 5/13/15 because of the inaccurate information that was shared with me regarding my [redacted] timeshare. I was advised that after the payment arrangement for the maintenance fee was satisfied, I will be able to use my timeshare in June. The 2015 fees were paid in full on May 13th. The reservation office refused to give me an assignment. This is not what was agreed to when the payment arrangement was initiated.Desired Settlement: I am requesting my June unit assignment for [redacted] as promised.

Business

Response:

I am responding to the complaint filed by Mr. [redacted]. Mr. [redacted] has spoken to our representatives in Reservations and is aware of why he can not utilize his week. The reason this is the circumstance is because Mr. [redacted] also owns another time-share in another association. With that association there is an outstanding balance for the maintenance fees. In all of our purchasing documents that are presented when an owner purchases, it states that all fees must be paid in full and up to date before you can occupy a time-share.Mr. [redacted] was given this information and that is why he is not able to utilize his other timeshare.Please let me know if I can be of further assistance. Regards, [redacted]

Review: I went to the [redacted] and when entering was presented an entry form, which I did fill out along with my friends. In about a month, I started getting calls of Unkown, or Caller Id blocked. Well after a week I finally answers the call and the telemarker said I won a trip to the resort. I said great, send me the details in writing. She told me she could not do that, and she could only talk to me on the phone. She proceeded to tell me why the hell would I enter the drawing if I had no intention of going through with the offer. I once again said I would love the offer, but I wanted it in writing, she then hung up on me.

Well I emailed the customer service desk asking for the general managers email so I could discuss the situation. I was responded with the head of the telemarkera office. I want nothing to do with that department! The management obviously knows nothing going on with how they are treating callers.

I have sent them an email stating that I am contacting you.

Thanks for your help in this matterDesired Settlement: I want an apology from the resort and the offer they were going to give me

Business

Response:

I have already responded to Mr. [redacted] via email and explained that a separate company does our marketing. I also told him that I have passed his remarks to the proper individuals. In several emails we have directed Mr. [redacted] to email [redacted] or to call [redacted]. Massanutten has apologized to Mr. [redacted] and let him know we relayed his comments.

Massanutten does not set the policies for the marketing company so therefore cannot offer a solution for his problem other than we can put him on a "do not call" list and he will not be contacted again. If Mr. [redacted] would prefer this, we are happy to do so.

Best Regards,

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.

Thank you for the response in this matterMy main concern is that [redacted], who is in response will not give me her supervisor's name and has told me to contact the company that they pay for tele marking, that should not be my my responsibility. They need to be responsible for the company they employ. Also I do not believe [redacted], because she told me I was not on the call list anymore. She has told me she has nothing to do with the company. Well how can she get me off the list, if she knows how to get me off the list?Sorry to put you through all of this, but something is wrong with their business practices, and it needs to stop.She has lied to me about the company they employ, she has contact with them, and accepts the way they employ to seek business. I want to talk to the owners or her boss.[redacted]

Business

Response:

I am somewhat offended by the fact that Mr. [redacted] feels that I am not telling the truth. I am employed by Great Eastern Resort Management and the Marketing program works for Great Eastern Resort Corporation. I am happy to relay his message to be put on the DNC list but he will need to make a formal complaint to the contacts that I have given to him.

They do not report to us and we do not set their policies. I hope Mr. [redacted] can understand this.

I have told the company he is unhappy and they have said to have him call or email the contact information I have given.

I hope we can put this to rest.

Thank you,

Review: I visited Massanutten on a promotional time share tour. I was contacted by an outside agency offering me a free weekend away in exchange for going on a 90 minute timeshare tour. I checked into Massanutten Resort on Friday July 26, 2013. My ninety minute tour was scheduled for 12:30pm on Saturday July 27, 2013. As planned my husband and I went to our scheduled tour. Within the first ten minutes we went downstairs to the recreational facility where the sales person ([redacted]) showed where the gym and pool area was and she proceeded to tell us what gym classes and water aerobics classes would be included. Immeadiatly after saying that she looked at my husband and said "I don't see him needing to use those classes but I can see you needing to use them." I was shocked when she said that I just looked at my husband dumb founded. I knew that I couldn't leave the tour or else my credit card would get charged for the two night stay if the 90 minute tour was not completed. I continued on with the tour in fear of that. After showing the recreational area we proceeded outside to her car. Once in the car and leaving the parking lot she pulled off to the side, rolled the window down and yelled out the window to the older gentleman on a golf cart. The man came over to the window where she talked to him a good five minutes about the female duck in the pond being "drake raped by five of the male ducks." Once she finished that conversation she rolled her window back up and then told us the same story but this time she said "the ducks with the green heads are just horny, that poor female keeps getting drake raped." This made me feel almost more uncomfortable than her fat comment that she made prior. Again, I knew I had to continue the tour so I would not be charged the $300.00 for the hotel stay. Lastly, this tour was marketed as a 90 minute tour of the facility. Our tour started promptly at 12:30pm and we did not leave the facility until 3:47pm. Since leaving the Massanutten Resort I have tried to file a complaint with management. I have left 7 messages and have yet to get a returned phone call. This is very poor customer service and the tour guide ([redacted]) was unprofessional and down right rude!Desired Settlement: I am not sure what can be done at this point. I don't even if I would stay at Massanutten again or even go back for a day. I know something needs to be done and this addressed and I should receive something for all of the time, frustration and humiliation this has caused me.

Business

Response:

Dear Ms. [redacted], I have researched the complaint filed by Ms. [redacted]. I contacted the sales manager to see if they were aware of the concerns Ms. [redacted] had. I found out that one of our sales managers, [redacted], called Ms. [redacted] on August 6, 2013. Mr. [redacted] has been with the company for many years and he called on behalf of the company and apologized to Ms. [redacted]. He said the conversation ended on a positive note and that the appropriate action was taken with the employee. Ms. [redacted] indiicated to Mr. [redacted] that she was happy with the call and appreciated the gesture. We do not see where there is anything else that we need to do. Please let me know if we can be of further assistance. Best Regards, Candace Matthews

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 did speak with [redacted] and he did apologize and tell me how this would be handled. However, he told me that if I come back to the property he would take care of me and just to tell the person making the reservations to speak with him. I would like something in writing or some type of certificate or credit that he is speaking of. He did not elaborate on if this meant complimentary accommodations etc. Regards,[redacted]

Business

Response:

Dear Ms. [redacted], Mr. [redacted] did call and apologize however he does not have the authority to offer complimentary visits. What Mr. [redacted] was saying is that if Ms. [redacted] should choose to visit Massanutten again in the future we could possible offer her a complimentary meal voucher or pershaps some waterpark tickets. We do apologize to Ms. [redacted] and understand that she doesn't feel that she was treated properly. We do not give complimentary stays for verbal representations. I hope this clarifies the offer and that Ms. [redacted] will choose to visit us again. Massanutten is truly a beautiful property. Regards, Candace Matthews

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.Like I stated in my previous response I would like to receive some type of voucher for my complimentary meal vouchers and/or waterpark tickets. Once I receive them I will allow this case to be settled. In addition, September 5th at 5:41 pm I received a call from Massanutten offering another complimentary stay in exchange for a tour of the facility. I'm not sure why they would call as they told me if I didn't purchase on my original date I would never be contacted again because they don't want to waste their time again!!! Regards,[redacted]

Review: I owe a maintenance fee and because I didn't pay it right away it has now doubled which I feel is very unreasonable !! I called and asked to have the late fee waived on a one time complimentary basis (as is I've never used the place and paying monthly payments for nothing). The company has no interest in satisfying its customers they only want to bleed me for every penny they can. I also was told that after 6 months of making monthly automatic deducted payments through my bank I would receive a coupon book so I could start making higher monthly payments to lower my interest but that has never happened either. I am 100% dissatisfied with my decision to purchase here.Desired Settlement: I'd like my late fee on the maintenance fee waived and as promised I'd like to receive my coupon book for future payments.

Business

Response:

Dear Ms. [redacted], I am responding to the complaint filed by Ms. [redacted]. Ms. [redacted] is behind in paying her maintenance fees to Massanutten Resort. She would have received a bill in November with the due date of Januray 1st. Ms [redacted] had until March 31st to make the payment without being turned over to a collection company. In fact, we gave every owner an additional 2 weekd in April before we turned them over. Therefore we cannot honor Ms. Critter's request to waive her maintenance fees extra charges. In regard to her coupon book, she needs to contact the mortgage corporation in writing. Ms. [redacted] is currently having her mortgage payment automatically withdrawn from her account. In order to receive a coupon book, she will need to notify the mortgage company in writing 15 days prior to it being deducted which is the 5th of every month. Therefore she would need to send this written request before August 20th. She can mail the letter to Great Eastern Resort Corporation,. If she would like any additional information she can call [redacted] at 1.[redacted], ext[redacted] with any questions. Ms. [redacted] can reference her account [redacted]. If I can be of any further assistance, please let me know. Candace Matthews

Review: Me and my wife stayed at Eagle Trace 10/18 - 10/22. Check in could not confirm our reservation. The printed out confirmation I provided was termed a "generic" confirmation. After 30 minutes management offered us a unit at eagle trace. However we had to pay $214. We had already paid $209. Management could not confirm payment. MasterCard has confirmed payment. [redacted] accounting has confirmed payment. Massanutten wil not return my voicemails. [redacted] membership # is [redacted]

Please take action to credit my card .

Thanks For Your Concern

[redacted] and [redacted]Desired Settlement: $214 Credit to MasterCard account. $209 exchange fees already paid 8/29/15. Charged $214 on 10/18. Management could not verify $209 payment.

Business

Response:

It took some research for us to be able to assist in resolving Mr. [redacted]'s complaint. The complaint as it turned out involved a computer error by the exchange company, a third party company, that assigned Mr. [redacted]'s reservation to the account of another member of the exchange company. At this point the exchange company has reached out to Mr. [redacted] and refunded his payment. I have given Mr. [redacted] 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[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: This summer my family had the opportunity to spend the weekend at Massanutten on a discounted rate providing we participate in a time share presentation. After the presentation, we decided to purchase a unit wtih 3 owners (myself, wife and mother in law). My mother in law didn't have a valid identification at the time and therefore we were told that the process can't be completed until she can produce a valid ID. After we departing, my mother in law decided that she wasn't going through with the purchase and never mailed her notorized ID. The resort is refusing to return our escrow ever though they admitted to not disclosing a a policy which states otherwise.Desired Settlement: return our escrow since the deal or application was never finalized. I've made 17 calls to discuss the issue with 1 response from a sales office directig me to speack with her boss. He has yet to return my calls.

Business

Response:

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.

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: Please help me make [redacted] at Massanutten ([redacted]) do their job! I have paid the Great Eastern Resort [redacted] account ending in [redacted] since we agreed that I needed to complete the payment for the upgraded Vista that I purchased sometime last year. I have made the following payments to this account within the last six months, $250.00 April 28, 2015, $250.00 March 30, 2015, $250.00 March 2, 2015, $250.00 January 29, 2015, $568.94 November 2014, and $250.00 November 3, 2014. I have probably overpaid them! I want the monies that I overpaid them to be returned to me and I want the account corrected and the monies paid to this account placed wherever it should be to cover the debt they are alleging. All of the above payments have been completed. I have spoken with a representative in the claims department when this happen about 6 months ago. Somehow ([redacted]) keeps putting my payments into some account in their company and not applying the funds to the [redacted] account where it should be applied. ([redacted]) is so lazy that they won't even check their accounts, they want me to call all around and look for where funds were placed and I do not want to do that. I am not their employee. They have forwarded the account to collections with my payments somewhere in their pockets. I received a letter from [redacted]. Telephone [redacted]. I will not communicate with this third party because I have sent in my funds and I want them applied to the proper account immediately. I find this ([redacted]) to be quite incompetent and lazy. I can't spend my days calling them after every payment to make sure they apply to the right account. I'm sorry but I am way to busy to do that. I Pay The Funds, ([redacted]) NEED TO PUT THEM WHERE THEY NEED TO BE!!!!!Desired Settlement: I want the funds I referred to above to be applied to the proper account without me having to spend hours on the phone with incompetent people at ([redacted]). I want to be notified of any overages as this is an automatic payment and I will need to know if it is PAID IN FULL!!!!I want ([redacted]) to do their own bookKeeping applying funds according to the account number given to me under the name ([redacted]) and I better not receive any more communications from [redacted].!!!

Business

Response:

The person sending this complaint is not an owner nor a co-owner on the account that he is referring to. Therefore, we cannot discuss this ownership with them. Please let me know if I can be of further assistance. [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.

This natural person is [redacted] and I am the owner of the account in question. I have changed my name to [redacted] and I have notified this resort. I am the authorized representative for [redacted] as well. I can submit a name change affidavit to the resort again but this time I need a natural person to send it too. I can send or fax the information because funds are sent to this resort every month and no one has contacted me to find out where to put the funds or to return the funds. I can be reached at ###-###-#### for additional information.

Business

Response:

I am responding to the complaint files by Ms. [redacted]. Ms. [redacted] has confused making her mortgage payment with making her maintenance fee payments. She has been paying the mortgage company and they have been applying the additional funds to the principle. Great Eastern Resort Management has received no money toward her maintenance fee and this therefore delinquent.I would suggest that Ms. [redacted] call the mortgage company to discuss this. She should call [redacted] at the ###-###-####, ext [redacted].I hope this helps and if I can be of further assistance please let me know. [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 unsatisfied with the response to my complaint because I have given the Great Eastern Resort…. all of my contact information. When funds were not going to the "right" account, someone in customer service should have contacted me via telephone, email, snail mail etc. and had a discussion with me so that I could correct the problem. Instead of giving me a courtesy call etc. they decided to forward their issue to a company to which I have no contract (a debt collector). I do not have to make a new contract with another company. I can resolve this issue with Great Eastern Resort with just a little effort and common courtesy. If Great Eastern would like to continue our relationship then they are going to have to work with me. They have made their company quite confusing for me and when funds are allocated to them incorrectly they don't make an effort to correct the problem or place the funds where they were intended to be placed. I have set up two separate accounts to make sure that funds do not go to the accounts where they are intended to go. I would like to have all fees and late charges removed as I believe that if Great Eastern was a company with courtesy and proper communication skills non of this would have occurred in the first place.

Regards,

Business

Response:

Unfortunately, we have no way of knowing what account the owners intend to pay towards. Therefore, when they pay, we designate the funds to the account that they tell us. It is not up to us to question or correct where the owner directs us to pay.I am sorry but we cannot do anything to correct this error on their part. There are two totally separate companies that they are involved with and it is strictly their responsibility to make sure their funds are to the appropriate account. Thank you, [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.

This is more disregard, or lack of customer service on the part of Massanutten. Massanutten set up this matrix of companies. If their company received two payments in one month, someone in their company should be able to make a phone call since I am sure that they take name, telephone, address, accounts numbers and such for the purpose of conducting business. Notifying customers of errors, even on the customer's part, would be a normal part of customer service. Massanutten did not even make an effort to call me to let me know that the account in question was not receiving funds, they just moved it to a bill collector. This shows lack of professionalism, courtesy and support on the part of Massanutten. I mean they go to work everyday to manage our accounts, why can't they do that with some minute degree of professionalism, courtesy and support! I will not upgrade with them ever again. I will not put myself in a position to have to work with them beyond that one maintenance fee ever again. I think that will solve the problem of having to do business with ignorant, discourteous, argumentative and unprofessional individuals like the ones Massanutten seem to have working for them. I don't need to pay thousands of dollars for ignorant, rude, and non supportive communications with anyone. I can get that for free!!! Looks ilke they are so hard up, they try to make money off of late fees and such which makes filling out an application with all those personal questions just [redacted] wasteful!

Regards,

Review: Numerous of unanswered attempted calls, telephone messages, emails, and four letters dating 1/24/2014, 3/21/2014, 3/25/2014, and 4/4/2014 in an attempt to resolve conflicts including no statement not charges and denial of use in facilities. After 190 days since the last letter they sent me a letter demanding payment and the letter was received after the date requested. Still no explanation or detail of the charges. Have also requested they resell the property and/or deeding back the property to them if we are released. No response.Desired Settlement: They work with me so concerns can be appropriately addressed and corrected. If they are unwilling, then release us from the obligation by reselling and/or accept re-deeding it back to them and clearing of claimed charges.

Business

Response:

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,

Consumer

Response:

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]

Business

Response:

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.

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.

First, Lets take each of these one by one:This does not answer the question of the canceled reservation (2 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,

Business

Response:

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

Best Regards,

Review: I paid my 2013 annual maintenance fee a year in advance (summer 2012). Since the final fee amount was not known at that time, I paid the 2012 rate. In July 2013, I received a $20 bill for the difference between what I paid in 2012 and the total due for 2013. I sent a $20 check to them. In August, I received a $25.30 bill for an outstanding balance. Apparently, my $20 check did not reach them until August 14, so they are charging me a $25 penalty plus interest on a $20 outstanding value which I paid. I just received a September statement, amount due is now $25.68. Interest continues to accrue on the penalty. I have called several times, spoken to several people, none willing to take the penalty and interest off my balance due. When I ask to speak with someone with authority who could waive the fee and interest, they put me through to voicemail.Desired Settlement: I would like the penalty and interest taken off my balance due.

Business

Response:

Dear Ms. [redacted], I am responding to the complaint regarding Mr. & Mrs. [redacted]. I actually am one of the people that they talked to. As I explained to them, as President of the Owners Association, we pride ourselves in treating everyone fairly. Although the [redacted]'s say that they mailed the check earlier, we did not receive it until it was already late. We have 80,000 owners and there are always some that have legitimate and very good reasons for making late payments. I cannot pick and choose whose reasons are more important than others so therefore we treat everyone equally. I would think that our owners would appreciate that we do not show priority to some and not to others. Thank you and please let me know if I can be of further assistance. Candace Matthews

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.Clearly, Management does not believe a 125% penalty fee is excessive. If not for the fact that the company held over 97% of the annual fee for a year (which is what we were told to pay at the time) and we neither requested nor received interest over that period, I could understand their hard line stance. Comments from 'customer service' such as " you should have called us to confirm we received your $20 check", boggles the mind...in essence they want the 80,000 owners to call to confirm every check has been received by the resort. As the saying goes: 'Careful what you wish for...it may come true'. At some point common sense should rule; hopefully all potential owners check with the Revdex.com prior to any time share purchase with this management company. Regards,[redacted]

Review: They have been contacting my work phone number every day. I have called them 4 times and asked that they stop calling. I was advised that they will put me on their do not call list and the next day they contact me again. This is a business phone and I cannot keep receiving solicitation calls.Desired Settlement: I would like them to stop calling.

Business

Response:

Dear Ms. [redacted],

I have reached out to all marketing employees and establishments and asked for them to be put on the do not call list.

I hope that this eliminated the problem.

Thank you,

Candace Matthews

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,

Dear Ms. [redacted],

I have reached out to all marketing employees and establishments and asked for them to be put on the do not call list.

I hope that this eliminated the problem.

Thank you,

Candace Matthews

These people are awful! They lie about everything

Review: Sales techniques for this business border on lying and do not meet criteria associated with the term "the truth, the whole truth, and nothing but the truth." Sales people intentionally leave out information pertinent to the customer's decision making process. For example, we were told our annual fees for this resort were $100.00 lower than the actual price when we signed the paperwork. We were told our week was desirable because it was over the MLK holiday when in reality, that is not a desirable week. We were told that we get a bonus week with RCI that was equivalent to our unit on the resort. The reality is that we have to pay the RCI annual fee and an extra $209.00 to use the bonus week. In addition to the cost, RCI readily admits that the bonus week will almost never be available in the destination of our choice because we can only book 2-45 days in advance. When we attempted to use our bonus week, only 6 locations in the United States were available. Massunutten Resort also told us that we would get a unit the same size and with the same accommodations as our timeshare when we booked through RCI. The reality is that is based solely on availability. Our chances of getting a two-bedroom condo in the location of our choice is almost zero. In order to use our timeshare week (week 3) at an alternate location through RCI, we have to book two year in advance. When purchasing a timeshare through Massanutten, we were told that all we had to do was place a down payment, $1399.00, and the great eastern resort corporation would offer us financing based on our credit. The sales person stated that the 17% interest on the initial paperwork was the highest interest rate available and we would be offered a better rate based on our credit. In reality, financing packages from Great Eastern Resort are not based on credit rankings. They have three options: pay $6000.00 up front and $600.00 dollars a month until paid off at zero percent interest or two option to pay an additional $1000.00 to $2000.00 up front and pay $300.00 a month until paid off at 16% interest. We were also told that if we wanted to sell our timeshare, Massanutten Resort would buy it back. The reality is that customer service representatives at Massanutten direct you to use [redacted] if you want to sell your timeshare. The final misleading sales technique used by Massanutten Resort is based on price and the bonus week. We were told we were getting a discounted price and two weeks of vacation stay equivalent to a two bedroom, two bath condominium, at any location in the RCI Directory of affiliated resorts. The reality is the two bedroom condo is only guaranteed at Massanutten and you are only guaranteed one week. The other week you pay for is only available at the convenience of RCI. RCI only offers limited resorts an any given time and does not guarantee the same size timeshare we purchased. Sales representatives at Massanutten should be required to tell the truth about their "bonus week" and financing options.Desired Settlement: Massanutten resort should refund 25% of the total cost of the timeshare and allow us to keep the timeshare due to the fraudulent information given to the customer at the time of purchase. We paid for two weeks of vacation, per year, in a two bedroom condominium at any RCI affiliated resort. We actually received one week in a two bedroom condominium, exclusively at Massanutten Resort.

Business

Response:

I am writing to you regarding the complaint file by [redacted]. We are not able to produce the resolution that Mr. [redacted] is requesting. Mr. [redacted] signed an "Acknowledgment of Representation" at the time of his purchase stating that he was not relying on verbal representation and that he understood the terms of his contract.

Some of the statements that Mr. [redacted] stated are not completely accurate and I think it is purely some misunderstanding on some of the items he is dissatisfied with. I would suggest that Mr. [redacted] call his closing officer and speak with him regarding his timeshare. If he is not able to reach his closing officer, he may contact me at [redacted] .

Please let me know if I can be of further assistance.

Regards,

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 Massanutten representative did not address any of the complaints. They are detailed in nature and deserve a response as to why they are using misleading sales techniques that a buyer would have to read the entire contract onsite in order to know the salesperson was being untruthful. Also, the issue of RCI not providing the services that Massanutten Resort uses to sell the timeshare needs to be addressed. For example, Massanutten told me that I would get an extra week through RCI which I could use at any resort in the catalog. The Massanutten salesperson also told me that I would get the same type of unit I purchased in the timeshare. This is simply untrue. At any given time, less than 50% of RCI resorts are unavailable to me to use for a vacation. Of the resorts available, less than 5% offer a two bedroom condo, the size of my timeshare, based on the trading power of my Massanutten Timeshare.Regards,[redacted]

Business

Response:

I would suggest that Mr. [redacted] contact our on-site RCI representative, [redacted]. She is very knowledgable of the system and how it works and would be happy to help Mr. [redacted] with his RCI issues. Her number is ###-###-####, ext. [redacted]. She is extremely busy and he may have to leave a message, but she will definitely get back to him.

Other than this resolution Massanutten cannot provide the request to cancel. We certainly hope Mr. [redacted] becomes an owner in good standing and enjoys the vacations he so deserves.

Business

Response:

We are not able to honor the request made by Mr. [redacted]. He has a contract that is legal and binding and he needs to fulfill his owner obligations. He signed an acknowledgement stating he understoond that things he is now disputing.

One solution might be that he speak with our on-site RCI representative and she can help him with his RCI issues. She is extremely knowledgable and I am sure that she can help.

Thank you,

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 agree that we signed paperwork. I am not disputing that I bought the place. My complaint is that the salespeople at Massanutten 100% lie about certain aspects of the timeshare and it is impossible to know until after the purchase. For instance, we were led to believe that we had two weeks of vacation per year to use at any RCI affiliated resort. This is NOT true. You are only guaranteed your week at Massanutten Resort. The other week is at the mercy of RCI. We test the theory often. We call RCI and attempt to book a vacation using our "bonus" week. The following are the responses we get: 1. RCI does not have any availability for the week you are requesting (at any resort in the entire world) 2. We have availability but only at the following locations (think [redacted] and [redacted]) 3. We have a room available at that location but it is a hotel room. We do not have any two-bedroom condos similar to your timeshare. 4. You have to book 1-2 years in advance to get the destination of your choice, and since you can only book 2-45 days in advance with your "bonus" week, you will never get the destination of your choice. That does not sound like two weeks of vacation per year. That sounds like a gimmick. Massanutten does NOT tell you these things when you buy the timeshare, they told us we get two weeks. There is also no way of knowing the financing options until after the purchase. That is not included in any paperwork we signed. That's not a big deal for us, but it could force some to pay 16% interest if they do not have the cash up front. There is NOT a misunderstanding. We have the timeshare and we already paid in full. We did NOT however get what we paid for from Massanutten. The resort is a sham. We will never vacation at Massanutten, EVER. We will use the timeshare to book vacations through RCI and HOPE that we get a desirable vacation spot. We have also given up on selling the timeshare. We were told that Massanutten "always wants the chance to buy their property back first." When we called to sell the timeshare back, we were directed to [redacted]. I would not have an issue if we were told we get one week per year and had the opportunity to make our decision based on the facts. Who is checking the sales techniques used at this place?

Regards,

Business

Response:

I have nothing further to offer, other than to speak with our on-site RCI representative, [redacted]. Her contact information is ###-###-####, ext. [redacted].

Please let me know if you need anything further.

Review: We were extremely taken advantage of and totally misled into this timeshare. We told them we would not be able to afford something like this but they assured us over and over again that it would be a very small monthly obligation and knew it would not be an issue for us. They told us that we would never have a problem if we wanted to rent or sell our week at Massanutten. They told us that the resort would buy our weeks back from us each year and that the money the resort gave us for the week could be used to pay the balance on the timeshare mortgage. The salesman said he did this with our first year’s week and reduced the purchase price by almost $2000. He said we could do this each year if we wanted and have the money put towards our mortgage balance or keep the money if the mortgage was already paid. We were also told that by doing this we could have the mortgage paid off in a short amount of time. This of course all turned out to be a lie.

We kept up with these payments as long as we could. We were told that due to Massanuttens location and amenities making it a 4 season resort that it would be worth more and has much higher trade power with RCI. This also has been NOTHING but a LIE! This was a huge selling point for us. The extreme pressure to decide right away and sign this contact was much too severe for us to deny. We tried to say no but they just would not accept that as our answer.

Since our purchase the timeshare has been NOTHING as it was described to be in this presentation meeting. We have found out that our timeshare did not have very high trading power on RCI, therefore limiting the location we could choose from unless we traded multiple weeks or paid additional money to trade. Obviously the objective in that sales meeting was to tell us as many lies as they could until we agreed to this purchase! We had already been in the sales meeting for over 6 hours so we were ready to get out of there! We did not have the time or energy left to review over 100 pages of the contract we were handed and told to sign. We took your employees word for what they were telling us and trusted them. This was obviously our biggest mistake of all!

The monthly payments along with the maintenance fees are constantly rising. We have been bombarded with all of these fees and can no longer deal with the stress and headache of this timeshare. We have been extremely lied to, misled, and pressured by the salesmen, the sales manager, and the closing agent on the day we went for the timeshare tour. I am diabetic and had not eaten since 11am that day so we were extremely rushed to leave. We were only offered one soda the entire duration of the meeting. They rushed us through the closing and left no time at all for us to review or ask any questions. They did not explain any type of cancellation period and kept dodging the questions we asked. We have repeatedly called the resort with questions and concerns regarding our timeshare. We were told that the salesmen no longer worked there and could not help us. We finally received an email back in reference to selling our weeks in which they informed us that this was not possible and knew nothing about selling weeks.

At this time we are requesting that you terminate our contract and all further obligations as it has become a huge burden in our lives. We now realize that we have been RIPPED OFF, LIED TO, AND PRESSURED into buying the timeshare that day. There is no way we would ever waste another penny on this purchase. We demand that the phone calls from your collection department cease immediately as we will not speak to your company verbally ever again. We have been deceived and lied to way too many times by your employees and prefer written correspondence only.

We are looking forward to your written confirmation confirming that our contract has indeed been closed and cancel. You can do whatever necessary to close this account as we will not accept no for an answer. We will not settle. We will not negotiate for any other resolution here. We need this timeshare to be canceled and we need our money to be refunded.Desired Settlement: We are looking forward to your written confirmation confirming that our contract has indeed been closed and cancel. You can do whatever necessary to close this account as we will not accept no for an answer. We will not settle. We will not negotiate for any other resolution here. We need this timeshare to be canceled and we need our money to be refunded.

Business

Response:

Thank you for allowing us the opportunity to respond to Mr. and Mrs. [redacted] complaint about our resort. We have been in contact with the [redacted] on numerous occasions over the course of the past year. While we are sympathetic to the [redacted] 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 [redacted] are now claiming. The [redacted] 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 stance. Obviously as a resort we strive to keep all 80,000 of our owners happy and I am more than willing to assist the [redacted] 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,[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 answer you have provided is NOT accepted! You are basically going through and denying every accusation we have made without any proof. Of course you will not admit to any misrepresentation of your product or services. Yes, we did sign this contract and that was based on the verbal promises presented to us by your sales men. We had no idea that it was acceptable for your employees to purposely lie and misrepresent this product to us verbally as long as what was actually written in the multiple pages of the contract said the truth. This product was absolutely sold to us as an investment and your employees should be held liable for what they say to your clients verbally. We did not doubt for one second that what we were being told about this product would all be fabricated. We thought your company was one with morals, little did we know we were completely wrong. I understand you do not want to cancel this contract and refund our money however that is exactly what needs to happen here given these circumstances. We were lied to, deceived, and tricked by your salesmen and the Owner of your company needs to take responsibility for this. Right this wrong and give us our money back. We have tried to handle this between ourselves and your company however your lack of taking responsibility for your salesmen is making it difficult. We have already placed a complaint with the Revdex.com and we will not stop there. This dispute will not end until this timeshare contract is cancelled and our money is rightfully returned.

Regards,