Massanutten Resort

Review: On September 29, 2015 I received a phone call from Massanutten Resort stating I had been drawn in the raffle I had entered previously at an air show in [redacted], **. The woman informed me I had won a two night three day vacation to Massanutten as well as a $250 Visa gift card. She asked that I put my husband on a three way call as she would need to speak to both of us. She proceeded to tell us it was a time share resort and we would need to attend a 90 minute presentation about their property. Which we then agreed to. She explained all the information about the trip and said we would be staying in a two bedroom condo. She then began to schedule a date for our visit. We told her we could not make the dates she was inquiring about. We informed her we would like to go on Oct 11-13 2015. She informed us that check in would be at 4pm which we then informed her would not work for us as my husband need to return to work on Tues the 13th at 1pm and we would like to enjoy all of Sunday and Monday at the resort and would like an earlier check in time on Sunday. She then said we could check in as early as 9am on Sunday morning. We said great and scheduled our stay. She then said we would need to have a $75 deposit made out which would be refunded to us when we arrived at the resort. We agreed and were transferred to another woman who took out credit card info and then ended our phone call. A few days later we received our confirmation letter from Massanutten explaining our stay. We noticed the check in time said 4pm on Sunday the 11th which we had already told them would not work for us. We also noticed that it only said a one bedroom condo. We then called the resort to ask about the earlier check in and was told they do not do early check ins. I then asked to speak to a supervisor because I was upset about being told something different. After being transferred to someone else I explained the situation and the woman said she would have someone from the evening timeshare associates call me back since they were the ones who scheduled my visit. I said okay and hung up. I waited until nearly 6pm for a return call which did not come. I called the resort back and again asked to speak to a supervisor and was transferred multiple times only to get a voicemail. About an hour later I received a call from a VERY RUDE woman who listened to my problem and then proceeded to tell me that the woman who called me never said anything I was referring to and that she had listened to the recorded call that had first occurred. I then asked to hear that call and was told that wasn't possible. The woman then proceed to talk over me not allowing me to get a word in. Yelling into the phone I told her we were not coming and would like my $75 refunded to my card which she then said was not possible. I told her their company practiced very deceptive advertising and would be contacting the Revdex.com to file a complaint and hung up.Desired Settlement: I would like my $75 refunded back to the card it was charged to.

Business

Response:

We have cancelled the reservation for this customer, refunded the deposit, and sent an e-mail confirmation of the refund transaction to Ms. [redacted]. We will follow up with the employees in question and hope that Ms. [redacted] will give our resort consideration in the future.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 perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: My husband and I received a telephone call stating that our names were pulled from a drawing at the State Fair and we "won" a free vacation and gift card. The customer service agent congratulated us and spoke with us for about 15 minutes about the vacation we won. She told us they were 1 1/2 away and while the reservation would be for us and 3 of our children that we could bring all 4. We gave a $75 deposit and booked the vacation for that weekend. The next day we received a confirmation letter. The address given was almost 4 hours away from home. I also conducted research and realized the whole thing is just a ploy to sell their timeshares. I called them and was told there was nothing I could do to cancel the vacation and be refunded. They were also were rude and took a completely different tone than the night before. WE WERE SEVERELY MISLED. I believe they preyed on us and told us whatever it took to get our credit card number. They must be millionaires from preying on unsuspecting people. I will not vacation with them and be subjected to any more of their money hungry misleading tactics.Desired Settlement: I would like to be refunded my $75 fee.

Business

Response:

Dear Ms. [redacted], I am responding to the complaint filed by [redacted]. Massanutten apologizes for any inconvenience this may have caused them and we are more then happy to refund their money. This transaction will take several days so please let us know after several days if it has not been done. Please let me know if I can be of further assistance. Regards, Candace Matthews Hospitality Service Director

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]

Review: I was on a deed for a timeshare that was originally purchased in approximately 1994 with 3 owners on the deed. In October 2013, one owner upgraded the property without the consent of myself. The third owner, [redacted], is deceased. It is illegal to change a deed without the consent of all owners.Desired Settlement: The desired outcome is that the timeshare is deeded back to the original 2 owners with the original contract of the timeshare. The new upgrade and mortgage is to be voided.

Business

Response:

Dear Ms. [redacted],

[redacted] and her mother [redacted] are on the same deed for a timeshare at Massanutten. They are also members of RCI, the exchange company we are affiliated with at the resort. Nothing regarding their ownership has changed. While [redacted]'s mother was here, she chose to enroll in a different type of program which involves points. This transaction did not change the deed or the terms of the ownership.

Numerous individuals have communicated with [redacted] and explained to her that this is an issue between her and her mother. Her mother is the one that changed to points and we have not heard from her at all regarding not being happy with this decision. This is an issue that needs to be resolved between mother and daughter.

Should they choose to revert back to weeks, RCI has an option that will allow them to do this but they need to go through RCI, since this is their program.

Let me know if I can be of further assistance.

Regards,

Candace Matthews

Review: I stayed at Massanutten with some friends from nov nov 1st to nov 7th. I am an owner and have stayed many times. I came down with a stomach virus on nov 5th and had to be hospitalized for one day. One of my criends got sick on her plane ride home on nov 8th and had to go to the emergency room for dehydration. This is 3rd time o

I have gotten ill there and it always seems to happen after using a hot tub. I did not eat out or use their restaurants. We asked to be able to stay one day longer to gice me time to be released. They said they could not allow that bit would put us up in their hotel dor a night. This meant packing and unpacking. Fortuantely I was realeased and we were able to just drive home.

Thie outside hot tub at LeClub was closed "for repairs" after we used it a couple of times. We wondered what the real reason for the closure was and if we might have picked up the. bug there.

I am dismayed at the number of times kI have gotten sick after a stay there and their lack of helpfullness due to our situation with my hospitization.

I am still not completely well and my friend had a horrible flight back to [redacted]. She stayed in the bathroom for most of that flight.Desired Settlement: I want some kind of assurance that I can use their resort without fear of getting sick from a hygiene situation. I want to know why they could not accomodate us by allowing us to stay one more day considering my situation of being hospitalized.

Business

Response:

Dear Ms. [redacted],We are terribly sorry for the illness that the [redacted] suffered during their recent visit to our resort. I would like to address their concerns and hopefully they will continue to visit the resort in the future as they are owners here at Massanutten and have been since 1998. Our hot tubs at our recreation facilities are checked multiple times a day manually by the recreation staff and they are also monitored 24 hours a day 7 days a week by our automated system to ensure they are chemically balanced for guests to enjoy. The hot tub was closed for repairs due to a break in the heat pipe that supplies the tub with hot water. We have many guests who take advantage of our hot tubs at the recreational facilities and this is the first report of illness that the resort has been made aware of. If we receive any other complaints with regard to health and hot tub use any where in the vicinity of the [redacted] stay we will reach out to them immediately for further investigation. The resort did offer for the [redacted] to stay over for the extra night to recover before their travel. Unfortunately, due to the fact that we are a time-share resort the current accommodations are not always available for the next week due to the nature of individual ownership at the resort. We are sympathetic to the [redacted] concerns and would be happy to address any further concerns that they might have. Thanks for allowing us to respond to this complaint and if there is anyway that I can be of further assistance please let me know. Sincerely,[redacted]Director of Hospitality AdministrationMassanutten Resort

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: In February this year my family and I attended the annual [redacted] in [redacted]. While waiting in line, several people from a table adjacent the entrance stood by encouraging the families to enter their names into a raffle for a chance to win one of several prizes. Since I had paid to enter the expo, and since the event was intended for children & families, I entered my name trusting that I had truly entered a raffle. In early March I was happy to receive a call from a man who reminded me that I had entered the raffle at the [redacted]. He told me that my family had won a two night three day vacation at Massanutten Resort, and that we could pick from a hand full of prizes. After talking-up the rooms we would be staying in, and after having my wife and I choose a prize, the gentleman on the phone explained that we would need to speak with his boss to deposit $75- to solidify the reservation. He did mention to us that once we chose a date, we could not change it- however he never once mentioned that we could not cancel our trip. He told us that the 75$ deposit would be refunded to us after we attended a 90 minute tour. He explained that the tour was intended to show us the grounds, and that we were there to have a good time, and then go home and tell our friends and family about the good time we had (thereby providing advertisment for Massanutten). He told me that we would receive a letter explaining the details of our visit. Fast forward a week after the phone call, and we did receive a letter. The letter 1. Explains in fine print on the bottom "this promotion is for the purpose of soliciting sales of timeshares." and 2. "We do not accept cancellations." So after telling my two young children that we won a vacation, the truth comes out. We are expected to bring a 3 year old and 18 month-old to a lengthy timeshare pitch, and worse than that- we are now told by letter that we cannot cancel and receive our $75 "deposit" back. I feel very strongly that the Massanutten Resort is falsely pretending to run a raffle, and then tricking people into a bogus $75 fee. I would never have put down a deposit if I thought I was signing up for a timeshare pitch. The "raffle" was in no way presented as that. And, while the gentleman on the phone did mention that the date we choose was inflexible, he never mentioned that canceling would forfeit our deposit. It is a total scam. And at a children's expo, to boot.Desired Settlement: I would like to have my $75 deposit back and be added to the do not call list.

Business

Response:

This is to inform you that Mr. & Mrs. [redacted] have been credited their $75.00. Mr. [redacted] called and thanked the marketing office.

Regards,

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: I contacted Revdex.com before abotu this issue and I was under the impression that this had been taken care of but it hasn't completely

I'm not sure why Massanutten feels entitled to any money from me. I toured massenutten 's property signed up for a timeshare, within a matter of days I had a change in my financial situation and decided to cancel which was within my right to do so. I no longer had the welcome packet due to it being left behind in the car I rented to drive to the property to tour the location. I called massenutten to make them aware of this. The information that I was provided by phone was that I could appear in person, speak with the closing officer or cancel by mail. The drive was only about 2 hours so I decided to drive there on August 5th, 2013. I drafted a cancellation letter had it notarized because my fiancée could not appear with me. I took the letter to the resort I toured, at no point was I advised that it was a different location from the one I toured that I needed to go to nor was made aware Masenutten had multiple locations. I appeared at massenutten and requested to speak with [redacted] the closing officer. I was told [redacted] was unavailable. I left the cancellation letter for her with a note for her to call me if more information was needed. I heard nothing else from the company. Although I called and left several messages for [redacted] just to confirm everything was okay. The next month I noticed the draft on my account, I contacted [redacted] several more times before I reached her, [redacted] called me back and I explained to her what happened that I left a letter rescinding the contract for her... She stated the letter was not supposed to come to her but that said she would research and try to find the letter and get this resolved for me, at this point she let me know that a transaction had gone through, I explained to her that I was aware of the and that I would be disputing that transaction with my financial institution, and that all she needed to worry about was the letter and making sure the policy gets cancelled. She was fine with that. Then I heard nothing from her again. At this point is when I realized I should start documenting since it had become apparent that things had gone awry and it was becoming more difficult to reach someone at the company. I filed a complaint with the Revdex.com after [redacted] had not gotten back with me as she said she would. In the meantime after several conversations with [redacted] she finally asked me to fax the copy of the letter that was left for her which I did during the final conversation we had she advised me that the contract was officially canceled. At no point was it mentioned that I owed them anything. Again I made [redacted] was aware I was disputing the transaction. I later received correspondence from the Revdex.com that Candace Matthews the hospitality Service Director has the contract cancelled as of 09/29/13.

I have now come to discover that the company is distputing the claim I filed with my bank although I made them aware that I would be filing it.Desired Settlement: Massenutten has agreed to cancel the contract but has given no valid reason as to why they are retaining the fund drafted towards the deposit. I feel like there has to be a better way to handle this after losing the contract I contacted massanutten immediately to find out what needed to be done and I relied on the information they provided and respond as quickly as possible whenever they responded to me. I never stayed on their property not even for the "complimentary" visit they offered. They are aware of this. They have rendered no services what so ever to me. I would really just like for the money that was drafted from me be return. I will be more than happy to provide call records incoming/outgoing showing how many time I called during my rescind period, and when my first call was returned. I really just want this to all be over once and for all.

Business

Response:

Dear Ms. [redacted],

I am writing to you regarding the complaint filed by [redacted].

I have researched this situation and find that the letter of rescission was not written until after the 7 day grace period that the [redacted]s were to submit in writing in order to cancel. Therefore, as a gesture of goodwill, we have agreed to stop collecting payments and not to proceed with collections on the outstanding balance. Technically Ms. [redacted] signed a legal contract and could have been required to adhere to the terms of the contracts. We did release her as a gesture of goodwill, however at no time did we agree to return what had already been paid.

We are not going to refund what has been paid, because she is breaking a contract and we normally do not even allow this. I hope that she realizes that we are doing this as a customer service kindness.

Thank you and if I can help with anything further, please let me know.

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 feel like everytime I speak with this company I get told something different, some representatives are very nice some aren't. I understand it's a big company so sometimes the left and right hand may not be on the same page. However I contacted my closing officer [redacted] right after I filed this complaint she told me this was going to be taken care of. She was so quick and apologetic and immediately I felt bad about this complaint because she was so helpful and remembered everything she said to me etc. I just spoke with her earlier this week. She left me a voicemail assuring me everything would be taken care explained to me what the confusion was about, and discussed the amount that was being returned to me and here we are once again and I'm being told something different that was the point of me getting the Revdex.com involved I keep being told the issue is resolved when it clearly isn't. I have that voicemail and will gladly forward it. I understand how this all must look on paper, as I have been dealing with this since July, but I've put my trust in this company and i'd like for the full picture to be considered. The phone conversations etc. again I have a voicemail from my closing officer letting me know that this would be resolved ... Are we now saying that this is not going to be honored?

Please don't miss understand me, I am appreciative for your time and what you've done so far to help, however I cannot drive 2 hours to massanutten everytime something goes wrong to have it officially documented, so if I am told something I simply trust in the company to do exactly what they said they would and I expect for it to be honored as I feel it is the right thing to do.

Review: We owned a "weekly" timeshare through Massanutten. When we visited in May 2013, we were pressured into "upgrading" our timeshare to a "points" option. We were told that, by doing this, we would have more options on vacations (locations & dates). In addition, we were verbally advised that we could use our new "points" timeshare to stay inside [redacted]. We were led to believe that we were converting to a better, higher valued time share that would offer us more. The price of the "points" timeshare was twice the cost of the "weeks" timeshare (as it was supposed to be better). We attempted to book a vacation this year & found out the horrible truth that we were lied to. You CANNOT go to [redacted] with the timeshare we were sold. In fact, the timeshare management company, [redacted], informed us that we would not be able to even obtain a 1 bedroom condo with the timeshare we were sold. Our 1st timeshare allowed us to travel to more places with higher point values & at half the cost. We have attempted many times over the past month + to speak with someone regarding being mislead & being charged $9,995 plus taxes & closing costs for a timeshare worth much less than the one we paid $4,995 plus taxes & closing costs Several messages were left for the closing officer, [redacted] & have failed attempts to reach his superior, [redacted] We were deceived into believing that we were getting something that we did not. Had examples of the points values been explained or displayed, we would not have changed or supposedly "upgraded".Desired Settlement: We feel we should get what we were told we were getting....a timeshare that is worth something. An upgrade to our weekly timeshare, not a down-grade. After doing research on points values, we were promised a timeshare with the equivalent of 100,000 points per year. We were only given 30,000.

Business

Response:

This is in regard to the complaint filed by [redacted]. It has come to my attention that this complaint has been resolved to Ms. [redacted]'s satisfaction.

Should you find out differently, please notify me.

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.

We are in the process of working something out, but it has not happened yet. I do not feel comfortable closing the complaint until everything promised has been followed through to the end. Once the appropriate paperwork is signed & confirmation received, I will agree to close the complaint, but only at that time.

Regards,

Consumer

Response:

My apologies for not being clear in my complaint. Last year, I filed a complaint because the resort had "upgraded" my timeshare to a points system instead of a weeks system. I later found out that what they sold me was for twice the amount of our 1st timeshare purchase and was worth very little (nothing more for the additional money). Paperwork was sent to us to sign a new agreement for a better points timeshare for the same amount we paid previously. So, that part of the issue has been resolved. The problem I am having now besides people NOT returning my phone calls or not calling back as promised is that they have not, to-date, updated the new points timeshare with RCI who manages the points. I have had several conversations with RCI & they are only showing our "old" points account. They have no record of any update. So, we have a lesser amount of points in our RCI account which restricts us from certain vacations without having to pay out-of-pocket. I made 2 phone calls to the resort since 1st finding out this information. My last call was with one of the closing officers (or something to that affect) who assured me he would resolve the issue & call me back. This was well over a month ago. No call back, no update with our points with RCI & we are now approaching the time where points will expire. We are paying a higher maintenance fee for the newest points timeshare & they have had no problem cashing my check. They are, once again, not following through. It's been quite some time since our upgrade that we are paying for (paying in monthly installments) in addition to the higher maintenance cost. This is just a never-ending cycle that I have been unsuccessful in resolving. I am to the point where I don't want to deal with them anymore. It's more aggravation than it is worth. There are plenty of other resorts out there that would be thrilled if I purchased a timeshare through them & would provide much better customer service. I feel as if they are stealing from me right now since we are not getting what we have been paying for each month. My most preferred resolution at this time is for the resort to purchase the timeshare back from us & refund us the full amount we have paid to-date. I will be very pleased if I never have to deal with them again. If this is unacceptable, some other form of compensation is expected whether it be in the form of a reduction of our balance and/or waiver of maintenance fees, but the bottom line, if we are to keep this timeshare, is that we need to get what we paid for. As previously mentioned, they have not updated the information with RCI for us to utilize the points we have already paid for & because of this, will soon lose a fair amount of points. I would like to book a vacation, but cannot do so without the appropriate points credit. And I am now very limited on my time to actually schedule something before the expiration date which also severely limits my options for a vacation. This has been a nightmare from the beginning & I just need to be done with it. I hope this helps clarify the situation.

Business

Response:

I have been in touch with the Sales Manager and it is my understanding that this complaint is being resolveld. If you find our differently, please get back with me and I will continue to research.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.I was contacted one time & told the issue would be looked into & I should expect a return call the following week. I never received that call or any other call since then. No offers or resolutions of any kind have been offered to me. I'm curious to know what resolution is in process????

Regards,

Business

Response:

I spoke with our Sales Manager, [redacted] and he holds firm that we cannot honor her request. We would like to suggest that she call our on--site RCI representative and talk to her so that she can better understand. [redacted] is her name and she can be reached at [redacted], ext. [redacted]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.

I paid for a timeshare & I'm not getting credit for what I paid for. I'm only getting credit for the old timeshare from over a year ago. I paid twice as much for the new timeshare, but I'm not getting what I paid for. I will contact the RCI rep, but I do no consider this resolved whatsoever.

Regards,

Business

Response:

y understanding is that [redacted] our RCI on-site representative, has spoken with [redacted] and she is satisfied with the outcome. There was a problem with her account with RCI and it has been corrected. Thank you. [redacted]

Review: I received a phone call saying I won something. Since I had recently entered into a contest at the Fredericksburg [redacted], I figured it was regarding this. Over the phone they said I was guaranteed to win 1. $25,000 towards any vehicle or $20,000 cash, 2. a 1 year complete recreation package at Massanutten Resort worth $770.00 or 3. a $500 Visa gift card. They gave the website to the facility and their proof it was legit. I paid a $75.00 REFUNDABLE deposit. I was excited to go and I'd listen to their presentation and collect my prize. If I wanted to I would become a member or visit the resort again. HOWEVER, of course when the paperwork arrived at my home and I called to reschedule since I got a new job, the $75.00 is NOT refundable and if I don't show up I lose the deposit and will be charged $150 for the room. I have rescheduled but after speaking to the woman on the phone, she was very rude and I'd rather not go at all. I want my money back and will chalk this up to another scam.Desired Settlement: I want my $75.00 refunded.

Business

Response:

We will be refunding Ms. [redacted] her $75.00. Please let her know that this could take several days to show up as a credit so she may not see it immediately.

I hope that she will reconsider a visit to the resort.

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 have received the refund.

Regards,

Review: I was scheduled to take a tour of this time share property, recommended from a friend which made it awkward to say no. They took my information to be scheduled for a tour only, no room or any other ammenities. I was told when I got there, there would be a $100 deposit fee when I chose a date to stay, and I would get a $200 gift card. I was unable to make the tour only and no reservations for a stay were completed. A $100 deposit was on my credit card. I called the supervisor, they said I could reschedule, told them I didn't want to. Then they said there can be no cancellation of the tour date. The letter I received said that there is a refund on a deposit for a reservation. Although I never even made a reservation. This policy is confusing and deceptive.Desired Settlement: Since I did not receive any goods or services from this resort, and did not make an overnight reservation for a room or any other services I would like $100 credited back to my credit card

Business

Response:

Dear Ms. [redacted], I am responding to the complaint filed by Ms. [redacted]. We are going to refund the $100.00 back to Ms. [redacted] credit card. Please make her aware it could take several days to process. Please let me know if I can be of further help. 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,[redacted]

Review: Monday March 30, 2015

We were given:

Building *

Room: [redacted]

Ice Machine did not work on the entire building.

When I called & reported to the front check in desk, I was told that there was a piece needed for the machine and to go to building 3 to get ice.

In which I would of had to drive, walk around or go down the muddy grass to get ice.

The snack machine in building 3 and 4 was out of order as well.

(In which Ms. [redacted] said I should have been offered another room at that time-3/31/15 Tues.)

I did not like having to go out of the hotel room to heat my food. Because everyone in the building has to share a microwave. People walking pass asking what I'm warming up.

(Seems to be unsanitary)

Tuesday March 31, 2015

I asked to speak to a manager. Ms. [redacted] came out and my husband and I explained the above.

Ms. [redacted] put us on:

**Because I was not given another room Monday March 30, 2015. And I spent all night walking back and forth to the microwave.

*I asked if we could stay another night because after the meeting and changing rooms. We did not get to do anything. Experience any activities.

Ms. [redacted] said she would call me and let me know.

*Ms. [redacted] called back about 5pm and told me to stay another night it would be $177 and I told her that we would check out.

Wednesday April 1, 2015

About 10am Ms. [redacted] called me in the room & offered me to stay for $100. I asked her if I could pay $50. That I was thinking of returning the tickets to the promotion center for the money. Which would have been $50.

(By Ms. [redacted]'s own admission....she didn't know much about the marketing)

I asked Ms. [redacted] could I pay $50 & she asked me to hold on & then came back to the phone and said ok deal.

*we we're stuck in a position of paying $100 or leaving Massanutten. (WOW) at almost 9pm in the mountains.

Because we could not pay the $50 that was discussed officer [redacted] had to watch my husband and I get our things together and out of the room after which he opened the door so we could get our things.

(I asked officer [redacted] to call someone to check the room baca use in didn't want to be billed for anything. Or could he sign something saying the room was ok.

Officer said that he is the one that checks the rooms and the room was ok by him and nothing was broken. That he would not sign anything but he's never had a problem once he said the room was [redacted])

[redacted]We were treated like criminals! We were treated as if we did something wrong!

*If Massenutten Resort doesn't really want promotional customers to stay there....why invite people.

*I was called and invited

*My $75 was held by Massenutten Resort until I arrived.

*I was called and offered another monetary deal to stay after I said I would just check out.

AND I WAS THE ONE MISTREATED!!!!

THIS WAS OUR ANNIVERSARY :(Desired Settlement: Mr. [redacted] & myself ([redacted]) would like the experience of a completely different facility. We were mistreated on our wedding anniversary day!!!! Anniversary week :(

Therefore we never want to go back to Massanutten.

Consumer

Response:

I would like to file a complaint. I would like a refund of my cost of travel expenses to and from the Resort. I was invited to the resort and then mistreated. OR. Water park tickets would be great!! They (the water park associates had great customer service. Unlike the ------ and the front desk associates.This is due to the fact that I received a response from a Ms. [redacted] in which my letter/email was misinterpreted or the staff just lied. This is the letter from Ms. [redacted] to me: Mr. & Mrs. [redacted], I typically do not answer an email that has no name attached. I was able to find your name through the front desk.I understand that you were here for a promotional stay. We certainly apologize that the ice machine in your building was not working. We cannot always foresee these inconveniences and were glad that you were able to get ice from Building 3. We certainly would have moved you upon your request.It appears that you were given our new great rate of $100.00 per night through [redacted] at the front desk. We just changed these prices and she was able to offer you a rate even lower than you originally discussed. You mentioned that you were not going to use your WaterPark passes so we agreed that if you returned them, we would only charge you $50.00. This was an exception to our rule, as we do not normally do this. You accepted this offer. After this, you informed the desk that you already used the WaterPark passes. Therefore you were quoted the original $100.00 rate because the $50.00 rate was only good with the return of the passes. Since you decided not to pay the $100.00, we could not allow you to stay. The deal you made was based on return of the 2 WaterPark tickets.We are sorry that you feel that you were inconvenienced as we always want happy guests. We did offer you a deal and you decided not to accept it. I hope that you decide to return at a later date!!Best Regards, [redacted]Hospitality Service Director| Massanutten Resort ® My response to Ms. [redacted]: Hi, I am [redacted] I thought I added my name at the bottom of my email, my apology for not including my name in the subject line. I was not offered the another room the 1st night as Ms. [redacted] said I should have been.Would it be possible for you to respond to my email address: [redacted] Your messages is broken up into sections & I can not understand your message. Ms. [redacted], just because the stay is a promotion doesn't mean the guess should be treated any different. Just as the first thing you mentioned is that we were on a promotional stay. The way the front desk staff are not very nice and welcoming. They were rushing me off the phone anytime I called with a question.It seems that promotional customers are treated poorly and given rooms that are basically thrown together. I would have rather not been contacted if I was going to be treated like a criminal.*It just was not right how we were treated.No they wanted the water park tickets & $50 in which did not make sense.*That was not what I was told the night of departure. They wanted the tickets & the $50. Everything has been twisted into 2 & 3 different that what Ms. [redacted] and I spoke upon in which no one would even allow me to speak with Ms. [redacted]April 6, 2015 Monday, I have not received a response from Ms. [redacted] as of yet. It seems she's closed the matter because the message I attached from Ms. [redacted] to myself in this email/above is the message Ms. [redacted] sent to my email. So she received the message of me asking her to send the message to my email as well as me explaining again my situation. I could have gotten our belongings without being watched by an officer. I/we did nothing wrong to be treated in such a way. Ms. [redacted] did not even address that issue unless she did so by saying I had to leave. Because the offer that was made to me by Ms. [redacted] Was not offered to me once I returned to pay the $50 and get a new key per Ms. [redacted].This is just hard for me to believe. The thoughtlessness of a customer no matter the kind. [redacted]

Consumer

Response:

A refund of $75 is sufficient. Thank you for your time, [redacted]

Business

Response:

I would like to describe this situation as it took place. Ms. [redacted] was a promotional guest and part of her package was that she got waterpark tickets and a hotel room. Ms. [redacted] called the front desk and relayed issues that she had with the hotel room to [redacted], our assistant manager at the front desk. [redacted] empathized with Ms. [redacted] and moved her to a complimentary one bedroom condo. Had Ms. [redacted] had to pay for this condo she would have had to pay $177.05 however we felt because of her issues we would give it to her at no charge. Then Ms [redacted] wanted to stay another night for no charge. We told her "no" and that she would have to pay the $177.05 charge for the second night. She said that she didn't want to do that and then [redacted] offered her a 4;00pm late checkout. Our resort is going through some transition and during the time that this was taking place, I was in a meeting where we were working on changing our rates. [redacted]'s boss was in the same meeting.After the meeting [redacted]'s boss, [redacted], relayed our new rates to [redacted]. When [redacted] heard that we would only charge $100.00 per night, she immediately called Ms. [redacted] to give her the new rate to see if that would be more acceptable. Ms [redacted] then asked if she returned the 2 waterpark tickets she received with her package, could she only pay $50.00. [redacted] discussed this with her boss and they decided to agree to this even though it was an exception. However, when Ms [redacted] came to the desk she admitted that they already used the waterpark passes so in turn, we told her then she would need to pay the total $100.00. She declined the offer.We will not be refunding Ms. [redacted] as we feel we went above and beyond trying to meet her needs and requests. We feel the $177.05 complimentary room is satisfactory compensation for her issues.please let me know if you have further questions.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 am not satisfied! I believe I should be refunded my $75. The fact that I was a "promotional customer" is no reason to be treated differently than any other customer! Again as a promotional customer I was called. The respondent says: I going to tell you about the situation as if she was there. In which by her own admission she was not.I was offered a two night stay in which was the reason I asked for another night with a room with a microwave in the room not the hallway for all.To have our two night stay with suitable accommodations is all we asked.The price of the room were we given due to the room your company is placing "promotional customers" in......In which by the respondents own admission they were in fact working on their buildings.I paid $75 right then and there on the phone at the time of the call. Water park tickets $40 each x 2 people = $80 + $50 = 130.00Why would I offer $130 for a $100 offer.... I would not and I did not say thatAnd due to me not paying the $100 in which was not the deal I agreed upon (apparently the customer is always right is not honored here)--We had to be watched by security while we gathered our belongings. No apology for this treatment either!I do not feel a customer regardless of the kind should be treated in such a way. Had I not agreed to paying $50And just checked out there would have been no security. Security did not have to watch us move from one room to another.

Regards,

Business

Response:

We keep records whenever we associate or speak with a guest regarding any situation. All of the documentation that Massanutten has, indicates that Massanutten went above and beyond in order to assure that Ms. [redacted] was having a pleasant visit. She received an complimentary upgrade from a hotel room to a condo in order to correct the issues that she was not happy with at the hotel.Once she was given the complimentary stay in a condo and wanted to stay an additional night, we offered her a special rate of $100.00 which is well beneath our regular nightly rate. She chose not to accept the offer which we certainly realize was her prerogative. I am sorry that we have not been able to rectify this situation in a satisfactory way for Ms. [redacted].We hope that she is able to have only enjoyable vacations in the future. 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 am not satisfied! It's my opinion that the business can not say they went above and beyond, that is something that I the customer should say if that were the case. I just love the way the switch is a key point of the business.My complaint is actually on the treatment after the switch of rooms. Meaning we were treated even worst once the switch was made. In which in my opinion is clearly based on the price of the condo I was switched to instead of the of providing good or decent customer service. In which I hoped for and thought I would and should have received!!It saddens me that the company would not refund $75 as I was not satisfied with the service & primarily after the switch was made period. This is not a decision that the company Massenutten can make for me. Again, I see that "the customer is always right" does not live at this business/it is not honored!!!

Regards,[redacted]

Review: We delightfully purchased the Trennial Casa De Campo timeshare unit in 2010. The unit was still in the construction phase. We received a bill for our annual maintenance fee and paid in good faith however, did not pay again because it did not seem fair or ethical to be charged for the maintenance fee for a unit still under construction ( not built or able to be occupied) which from our understanding the maintenance fee was used to keep a unit in first -class condition as described as in the Woodstone at Massanutten Public Offering Statement and Exhibits hand book provided. We have continued to make our payments towards the balance owed on the timeshare by way of auto withdraw. We still have no idea if the Trennial Casa De CAmpo is still in construction phase or completed and there has been no correspondence to notify us of it's status. Nevertheless, even though its seems unfair and unethical based on the description of what the maintenance fee is used for we realize after reviewing our contract, the amount has to be paid.Desired Settlement: The desired outcome is for Massanutten to resend the collection fees and accept $360.00 to cover the past maintenance fees billed. Thank you in advance for your time and consideration

Business

Response:

Dear Ms. [redacted], I am responding to the complaint filed by Ms. [redacted]. I have researched this thoroughly and would like to clear up some confusion for Ms. [redacted]. We have no Casa units under construction. Ms [redacted] does not own a particular unit, she owns a week of time in the Woodstone Association. Her desired settlement does not even cover the base fees. Ms. [redacted] last paid in 2011 and was late with that payment. She has not paid for 2012 or 2013. In April of 2013, we offered her a settlement which she declined. We feel that we have tried to work with Ms. [redacted] and that the only settlement we will now accept is if she pays what she owes in full. Thank you and 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.1. By the definition provided by the company as a justification for charging maintenance fees; it is an unethical practice to be charged a maintenance fee for a unit(s) that was still in the construction phase. There may very well be no Casa units under construction at this time, but in 2010 when the timeshare was purchased those particular units was in the process of being built. 2. In 2012 the maintenance fee was 180.00 and for 2013 was $185.00. The settlement requested is $360.00 which is $5.00 short of the original base amount for the maintenance fees. 3. I did not decline a settlement. I called to ask for a settlement and was advised a message would be sent to the person who handles settlements. I received no call back, letter, email or any such correspondence regarding a settlement. As a result, I would like to settle the maintenance fees in the amount of $365.00. Regards, [redacted]

Review: My husband and I were contacted by a telemarketer. The advertisement was two nights of lodging and a gift card worth $150 if we agreed to attend a 90 minute sales presentation at Massanutten for a time share. We had to attend a 3 hour presentation and were subject to verbal abuse by the sales staff. Our letter of complaint to Greater Eastern Resort Corporation is stated below: Mr. C. Dice Hammer, Owner Great Eastern Resort Corporation 610 West Rio Road Charlottesville, VA 22901 Dear Mr. Hammer, During a recent stay at Massanutten my husband and I had a very unpleasant experience. We were offered two nights lodging at the resort with a requirement that we participate in a 90 minute sales event. After 3 hours, and being verbally abused by your staff, my husband and I promptly left the event and the facility. We did not stay a second night. The purpose of our visit was to evaluate Massanutten as a time share gift for our two grandchildren. Many of the amenities were nice, perhaps not on the same scale as other facilities when you compare one activity to another (i.e. Massanutten Water Park to Great Wolf Lodge) but the fact that Massanutten offered a vast variety of outdoor four season activities for the family made it appealing. The properties that we viewed and the hotel that we stayed in did not meet our basic requirements. The hotel was dark, dated, uncomfortable beds and linens and the bathrooms old and worn. The model condos were poorly decorated, outfitted with cheap furniture, cabinetry and appliances and the aesthetics, inside and out, were lacking. It simply didn’t work for us. We were not going to be potential new time share owners but we could have departed with a positive feeling about the property. The following is our experience with your sales team: During check-in we were advised that we had been scheduled for a time share presentation at 8:00 a.m. Friday morning. We were pleased because we didn’t want to bring the grandchildren along. Keeping a 12 and 8 year old entertained during a business meeting is challenging. The 8:00 a.m. schedule would allow us to participate in the 90 minute presentation and get back to the hotel in time to take the grandchildren to breakfast. We arrived Friday morning at 7:45 a.m. and we were introduced to [redacted], “[redacted] with the beard” is the way he referred to himself. Before the presentation began, we explained to [redacted] that we had two grandchildren back in the hotel who expected us to return at 9:30 a.m. We reminded [redacted] of this commitment twice during our tour and finally at 10:00 a.m. after receiving a “where are you” phone call from the oldest grandson we excused ourselves to go the children and take them for breakfast. At approximately 10:45 a.m. we rejoined [redacted] along with the two grandsons we went to tour the model condos. Around 11:15 a.m., now 2 ½ hours into the presentation, we returned to the main building for our “financial presentation”. We took the grandchildren downstairs to the arcade and left them unattended promising to return shortly. We rejoined [redacted] while he explained the financial aspects of the timeshare. We were not prepared to make a commitment and quite simply the property did not meet our standards. [redacted] excused himself explaining that we needed to speak to yet another individual who would evaluate [redacted]’s customer service skills. That was simply a lie. The next person was intended to pressure us into a sale. When he arrived we listened to him comment on nothing of significance – he admired my engagement ring – and then proceeded to ask us WHY we didn’t want to purchase a Massanutten timeshare. Not exactly an evaluation of [redacted]’s customer service skills. At this point I was beginning to get concerned about the children. I wanted to check on them but he insisted that I not leave, “just another five minutes to finish up”. The 90 minute presentation had now exceeded 2 ½ hours. He got nasty. He jumped up and said “fine, follow me”. We were taken into yet another room, with another individual who again, only needed 5 minutes of our time to complete the process. Now I was angry. No, we were not going to “sit down” and we were not going to wait another “5 minutes”. The next salesman stood up and proceeded to yell at us as he led us to a counter. His finally comment as he walked away was “…and promise me you will NEVER come back as you are not welcome here”. Really? Would I come back? Not only would we not come back, we left the property and did not stay Friday night. I would like to note that the lady at the counter, the last person who finally checked us out was very nice. She observed the behavior, apologized and quickly completed the process for us. And, “[redacted] with the Beard” was nice, professional and showed the property very well. I’m sorry that I don’t have everyone’s name but I noted that each of them signed off on papers as we were passed from one to the other. Should you choose, I’m sure you will be able to identify each of the parties. Is it really necessary for the Massanutten Sales Team to use such unprofessional tactics to sell this property? I’m sure that most folks don’t do the math: $23k for one week annualized for 52 weeks equates to $1.2M $400 per week for maintenance annualized for 52 weeks equates to $21k a year Is this a good buy? It doesn’t help your sales team to have a real estate presence across the street selling for significant less. Please take us off your marketing lists.

Business

Response:

Dear Ms. [redacted], Please apologize to Mr. [redacted] regarding the experience he had at the resort. I have forwarded his complaint to our sales manager for review. We never want anyone treated unprofessionally and we will make sure that the appropriate individuals are spoken with. We are sorry that the [redacted]'s chose to leave early because Massanutten is truly a beautiful place with so many activities. I appreciate Mr. [redacted] making us aware and I can assure him that this situation will be addressed. Candace Matthews

Review: After visiting the Massanutten resort for a tour on 1/18/16, I reluctantly purchased a timeshare space. on 1/20/16 I sent the cancellation notice for contract # [redacted] as per their instructions. The [redacted] has tracking information that states that a delivery attempt was made at 8:58 am on 22 January 2016 and the business was reported closed. The [redacted] notified them that they had attempted to deliver this notice. As of 1/26/16 there has been no confirmation of them getting this letter.Desired Settlement: Cancellation of contract # [redacted] and refund of down payment .

Business

Response:

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

Regards,

Review: I have been waiting over a year for my time share issues to be resolved. During the sales pitch, I told them that I had two other time shares and I was unhappy with both of them. The salesman told me it would be possible to get rid of both of them and end up with one time share commitment with much less yearly maintenance fees. The unit was being built and I would not be able to stay there but it would be ready soon. I have never been assigned a week to stay and I STILL have two other time share commitments!! They said they would take my [redacted] time share and give me credit toward their fee. My time share at [redacted] would be donated to [redacted] and I would no longer have to pay for the maintenance fee. I have left several messages and have never received any replies.Desired Settlement: I wish to have Massanutten take away my other two time shares OR cancel my time share with them since they didn't perform any of their promises. I would like to have all money refunded that I have paid to them and cancel my time share commitment with them. It is really a major burden having to pay three maintenance fees now. If they keep my time share with them, I would like them to resolve my other two maintenance fees for [redacted] and [redacted].

Business

Response:

Our Sales Manager, [redacted] has had Mr. [redacted]'s closing officer contact him and they have discussed this situation. It is my understanding that Mr. [redacted] spoke with [redacted] and that they have resolved the situation. Please let me kow if you find out anything otherwise.

Thank you for your time with this matter.

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'm not sure who this response was supposed to be for, but I'm [redacted] not Mr. [redacted]? I have been contacted by Massanutten and they are trying to resolve the issues but I have not received a formal offer to resolve the issues.

Regards,

Business

Response:

I sincerely apologize to Mr. [redacted] for using the wrong name. That was totally my mistake and I am very sorry.

I believe that Mr. [redacted] has been told that Massanutten is canceling his deal and he will receive a full refund. If this is not correct please contact me. I have been assured that this will happen.

Have a great day.

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: Several members of the sales team consistently misrepresented the value and utility of their product. We were promised a property that would give us max trading power across the board. Upon trying to utilize the system, we discovered we do not have anywhere close to max trading power, we are in fact very limited. We were also told several times that we could internally trade to return to our home resort at any time with no cost associated. Upon trying to utilize this function, we were told such trading is impossible. These are just some of the problems we have encountered and are seeking immediate resolution.Desired Settlement: If acceptable compensation or resolution cannot be achieved, we will seek a full refund.

Business

Response:

Dear Ms. [redacted],

Our sales manager, [redacted], is in negotiations with the [redacted]. They have spoken many times on the phone and I understand that they are to talk again today at 2:00pm. It appears that some type of resolution is trying to be worked out. Should they contact you again, please let me know.

Regards,

Review: We thought we had “won” a weekend at Massanutten Resort in a drawing. When we arrived, we found we had to go on a tour and attend a timeshare talk. We were mislead into thinking we were there to enjoy a couple days relaxing. (Great Eastern Resort Corp. is management company).

Sales folks made it sound like a really good thing, so we made a purchase. But making reservations was difficult. We then found that we couldn’t come to “our property” whenever it was convenient to us. We were to select 3 dates when we would like our vacation and Massanutten would pick one for us. But, none of the dates we chose were ever available. We had been led to believe that we would be able to go anywhere at anytime. This definitely is not true. We have been paying for 3 years now, and we still can’t get a reservation.

Next was a blatant “bait and switch” scheme. We received a phone call inviting us to attend an “Owner Appreciation Weekend.” We were not permitted to stay where we owned. Instead, we were put into a horrible place that was infested with bugs and told a tour was mandatory. They said no other room was available. So we were not there to be appreciated, we were there for another sales pitch. They “tricked” us into coming with no hint of a “required” presentation. It lasted all day. We upgraded to have more flexibility making reservations. This flexibility never happened.

At the closing we noted that the contract was not written the same as what was explained to us at the sales table, but we signed anyhow to get the flexibility. It turned out we were lied to again. What they told us and what they have provided are entirely different. We now know that we were told a pack of lies. The planning is too difficult. We have found that we can go to [redacted] or [redacted] and get a great vacation with far greater flexibility, and in our own time.

We contacted the Massanutten Real Estate office, which sells timeshares. We were shocked to learn that we can’t even sell this thing! Now we know we were taken advantage of and scammed.Desired Settlement: There are no advantages whatsoever to owning at Massanutten. It all seems to be a big scam for Massanutten to make money, hand over fist, at well-deserving families’ expense and heartache, just to be let down.

This whole experience has disgusted us and has left us feeling very manipulated and betrayed. Massanutten is not giving us what we paid for, so it is time to sever our ties and move on. We will not be making any future payments and want a refund.

Business

Response:

I am responding to the complaint filed by [redacted]. I appreciate Ms. [redacted] comments however, Massanutten can find no fault on the process of their purchase. The [redacted]'s are having difficulty getting the exact time for vacation that they want because they waited too long to request their week. It is based on first come, first serve and they are told this at the time of purchase and it is in their documents. They personally chose to purchase at Massanutten and to also upgrade. This was a personal choice that they made. We are not capable of forcing anyone to purchase. It appears to be a case of buyers remorse since it has been 2 years since their purchase. I would like to clarify one issue and that is that Massanutten does not have a real estate company outside of the resort. That is a total separate resale timeshare company and we have no affiliation there. The resort takes great pride in providing high quality and convenient vacation experiences for its owners. We believe that Mr. & Mrs. [redacted] received the full time-share ownership rights that they contracted for and purchased. We are confident that Mr. & Mrs. [redacted] were fully informed at the time of purchase and were provided with clear and accurate disclosures from the sales process. They are currently behind in payments and if they choose to not be an owner in good standing, then they will proceed to the foreclosure process. Best Regards, [redacted]

Review: We traded up to Regal Vistas time share with a closing officer, George [redacted], on November 15, 2013 and had verbally requested that we wanted points to be deposited with RCI. We did not want to automatically use our week. In Jan 21,2014 we received notification from RCI that we had a confirmed reservation for for 2015 week #2 at the Regal Vista.

We were able to reach our salesman - [redacted] - and his reply was to contact our closing officer (Mr. [redacted]). Over the next 3 weeks of so we left messages with the operators and on Mr. [redacted]'s personal voice mail. No reply!!

Sorry to say, we at least hoped to get a reply from someone (even a secretary would have been acceptable - nothing. We keep being told of how much better and professional Massanutten is becoming, but based on this lack of respect; it seems not much has changed. Give us your money and we'll give you the least amount of service you can.Desired Settlement: I would have liked to receive some of the much talked about - improved service and not a non response. Email, phone call would have easily resolved the issue.

Business

Response:

Dear Ms. [redacted],

Our sales manager, [redacted], spoke personally with Mr. [redacted] and I believe this complaint has been resolved. I am sorry that no one responded to Mr. [redacted]. Mr. [redacted] assured me that the issue is being addressed.

Please let me know if I can send you any additional information.

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: VERY MIS-LEADING, DISHONEST SALES PEOPLE AND RESORT. DO NOT BUY FROM THEM!

FOR THE PAST TWO YEARS I HAVE BEEN MIS-LED BY THIS RESORT. THE FIRST YEAR I WENT TO THE SALES MEETING AND WAS TRICKED INTO PURCHASING A UNIT AND WAS TOLD ALL KINDS OF GREAT WONDERFUL THINGS WHICH ALL TURNED OUT TO BE A LIE!! THE NEXT YEAR I WENT TO THE MEETING INTENDING TO GET TO THE BOTTOM OF THIS PROBLEM I WAS HAVING. AGAIN, I WAS TRICKED INTO PURCHASING A SECOND UNIT AND WAS TOLD THEY WERE VERY SORRY FOR THE FIRST YEAR'S PURCHASE, THE EMPLOYEE WHO MIS-LED ME WAS FIRED AND THEY WOULD FIX IT AND PUT ME INTO A NEWER UNIT THAT HAD MORE TRADING POWER, MORE TRADING POINTS AND WAS A GREAT WEEK THAT 'EVERYONE WOULD WANT'. AGAIN, I FOUND OUT NONE OF THIS WAS TRUE. I CALLED THE RESORT TO TRY AND GET SOME HELP TO SELL THE TIMESHARE AND WAS BASICALLY TOLD THEY DON'T DO THAT BECAUSE THE VALUE IS NOT THERE. THEY GIVE YOU 'PERKS' THAT MAKE THE UNIT MORE EXPENSIVE THEN IF YOU WERE TO PURCAHSE FROM AN OWNER. I ALSO CALLED AN OUTSIDE BROKAERAGE FIRM WHO ALSO TOLD ME I WOULD NOT BE ABLE TO SELL BECAUSE THE RESORT SELLS THEM SO MUCH HIGHER THEN THEY ARE WORTH, THAT NOBODY WOULD WANT IT. I WAS A FOOL THE FIRST YEAR AN EVEN BIGGER FOOL THE SECOND YEAR. PLEASE DO NOT LET THIS HAPPEN TO YOU!!!! DO NOT BELIVE A WORD THEY SAY!!!!!Desired Settlement: I WOULD LIKE THIS UNIT TO BE TAKEN BACK BY THE RESORT. I DO NOT WISH FOR ANY MONETARY COMPENSATION AT THIS TIME IF I CAN JUST HAVE THIS UNIT RETURNED TO THE RESORT.

Business

Response:

I am writing regarding the complaint files by Ms. [redacted]. Ms. [redacted] first purchased in August, 2012 and then upgraded to another ownership in August, 2013. The week that she upgraded to is a summer week and does have more value than the week she previously owned which was week 46.

She is a bi-annual owner and she is currently up to date on all payments. There appears to be some frustration in her complaint regarding not being able to use it when she wants. I am not sure what her exact issues are as she really doesn't address them. I believe that I could help her further if I knew exactly what problems she was having.

We have an RCI employee on staff and she is available to speak with our guests by appointment. Her name is [redacted] and she can be reached Monday -Friday at [redacted], ext. [redacted]. Hopefully if she speaks with her and resolves some of her issues, maybe she would not be so anxious to sell her timeshare.

We are not able to take back the timeshare and she is correct in saying we do not have a resale department. When someone definitely has made up their mind to sell, we normally refer them to the local Chamber of Commerce. They have numbers of legitimate resale companies in the area. Their number is [redacted].

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

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 response from the resort did not even address the situation and was totally off subject. They said 'it sounds like she can't use it when she wants'??? WHAT?? That doesn't have a thing to do with my complaint. The main reason for my complaint is to inform others what a scam this resort is and that their sales people are misleading, pushy and basically liars. Funny that the resort admitted that to me and upgraded me to another unit. But now, are responding as if they are sooo confused and don't know what my complaint is about. Also, I have called regarding selling the timeshare and they did not tell me to contact the local chamber of commerce or anyone else for that matter. When I questioned why it was sold to me for so much more then I could sell it for, I was told because the resort offers more for the price then an owner does when selling. They are such a rip off and then, will not do anything about it.

I want others to be aware of this place and stear far far away from here.

Regards,

Review: We paid additional funds to change over from weeks to points member at a timeshare resort. Our resort is not giving us what we purchased which was points to use for a vacation in the summer of 2016. They are starting our points in October 2016, yet we signed the paperwork in August of 2015. We have asked for resolution to this problem and the resort has not addressed our issue with a suitable resolution. If they refuse, then we want to cancel the contract and get our $8,500 back (which we have paid in full using a credit card). RCI tells us that Massanutten Resort can do this easily, we paid for a vacation, we paid our membership fees, we are due the points so we can use for a vacation in June 2016. The main concern we have is we were misrepresented and no one from the resort will contact us to remedy the situation. We have contacted the resort on numerous occasions.Desired Settlement: Add 59,500 points to our RCI account for use between January and December 2016 because that is how the weeks membership worked and we were not told otherwise by the sales rep. Or add 57,000 points 2015 points, whichever way gives us points to use this summer without borrowing from 2017. We have had to pay extra to "borrow" points and pay for a 2017 RCI membership and should not have had to pay twice for membership (2016 and 2017).

Business

Response:

Ms. [redacted],I would like to apologize on behalf of the resort for the frustration that you have encountered in the upgrade of your ownership to points. We have thousands of owners who have converted to points and they really love the flexibility of the product. There are some differences on how points operate verse the weeks based product that you have owned since 2003. We will be more than happy to get you in touch with [redacted] the On-site RCI representative here at the resort. She would gladly explain to you in further detail how the points system works and how to get the most out of your points ownership. She is also very versed in explaining how the usage year works for your RCI points account. Points offer increased flexibility and you do have the opportunity to borrow against they upcoming year to reserve a vacation. [redacted] would be more than happy to explain this option to you as well. Again please accept my apologies for the lack of correspondence you have received to this point and if I can be of assistance to help you get a reservation or to get you in touch with our RCI representative please let me know.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.

While I appreciate the ackowledgement and apology that no one has contaced us to resolve our issue, this response from the resort did not address our issue or resolve our claim that we should have use of points between October 2016 and September 2016 without borrowing points from future year use.

Regards,

Business

Response:

I spoke with Mr. [redacted] this afternoon and I believe we have been able to come up with an agreeable solution to their complaint. The [redacted]'s have my contact information if the need should arise for any further assistance with regard to this complaint.Thanks again for the opportunity to address the situation and I hope you have a great afternoon.Regards,[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: I purchased a timeshare in july. I set up a payment plan for the depost. I didn'the become an official member until about September/october. At the time of signing we were told that the maintenance fees would be waived because of us becoming members so late in the year. One week before we come stay we receive a bill that has to be paid before we get there. I contacted the maintenance dept and was told to contact my closing officer. Since Friday I have called 23 times and left 4 voicemails. Noone has returned my call nor answered the phone. I am supposed to be arriving in 5 days and I'm already dissatisfied with service. We have paid over 2 grand in the last 6 months. as an owner I expect better service and I had expected the fee to be waived like I was told when signing documents. Even [redacted] in the maintenance dept stated this was supposed to be handled at closing. Not this late in the year.

Business

Response:

I spoke to a Ms. [redacted] who is also on the contract with Mr. [redacted] yesterday and told her that I would have a closing officer give her and Mr. [redacted] a call today to answer any questions that they may have with their purchase. I followed up with the sales office again this morning and they indicated that someone will give them a call today to hopefully clear up any misunderstanding. Thanks for allowing us to reply to their concerns and I hope you have a great weekend.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 perform this action and, if it does, will consider this complaint resolved.

Regards,

[redacted]I'm writing in regards to Complaint Number [redacted].Frieda Young with Massanutten Closing Dept. returned my call today and was very helpful. In the process of trying to speak with her, everyone I had talked to did not mention that she was out of the office for the week. I wanted to inform you that she was incredibly helpful and very nice despite the complication of the situation. I would like to close the complaint. Thank you, [redacted] and [redacted]