Massanutten Resort

Review: My husband and I visited the resort in January 2014 after they had contacted us about a great new offer via RCI. We went with our children and having visited before, we knew what to expect. We attended the day long Timeshare Session about transferring our current program of "weeks" into "points." My husband and I were very hesitant and after many hours of discussing the benefits of the program with the sales rep and her Manager, we agreed to make the change. The sole purpose for this change was that my husband and I, along with our two children, planned to attend [redacted] in the Fall of 2014. The Sales Rep continuously told us how the program we currently had would not afford us this opportunity and the only way for us to get there without money out of pocket would be through switching to Points. We spoke at great length about our plan to visit [redacted] and how this was the sole purpose of us switching, otherwise we would entertain the offer in the future, but not at the present time. Once we agreed to move forward, we were brought into the financing room to sign the papers. We saw that the "start year was 2015" and immediately questioned the Sales Manager and Finance Officer how this would impact our plans for the Fall. We did not want to start this new system in 2015, especially since we already had an active one for 2014 that we had been paying. They told us not to worry about it, because although the year would be 2015, we could always pay ahead. All that was needed to pull points ahead, is to pay the maintenance fees in advance. So we clarified, "we can use points from 2016 in 2014 as long as we pay the maintenance fees for 2015 and 16?" They said yes, no problem. Well see, there is a problem. RCI states that we can only pull ahead for one year, and now we are in a position that we no longer have the "weeks program," nor do we have enough "points." So in essence we are paying for a service that we can't use as we had intended to use it and were coaxed out of using the contract we had in place. A verbal contract was made that day between us and the Massenutten Representatives and I am extremely disappointed with how they misrepresented themselves and the product. Our prior experience was wonderful and we were hoping for the same, but they did not deliver.Desired Settlement: We would like to use the points as initially described to us, or allow us to transfer back to the "weeks" system. This bate and switch technique is deplorable and needs to be stopped.

Business

Response:

We have been in contact with Ms. [redacted] and let her know that she needs to talk to the sales manager, Mr. [redacted]. Unfortunately Mr. [redacted] is on vacation but he does plan to address this as soon as he returns. I am sorry that this has taken some time to resolve.

I am a Director for the management side of the business and her issues are definitely with the sales department. Someone will get back to her as soon as they possibly can.

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.

I have spoken with Mr. [redacted] and at this time the complaint is resolved.

Thank you!

Thank you,

We purchased a time share at Massanutten Resort from Great Eastern in 1995 and have had the best experience possible at Massanutten Resort when vacationing there and with other resorts when trading our week through the RCI exchange system.WE have received everything we contracted for and have been able to use our ownership/membership vacationing two or more times per year and have been able to share vacations through a guest program with family and friends.

If you want a vacation ownership this company will provide an outstanding property and help you to have great experiences through your ownership.

Review: I planned to visit their resort for a tour and to receive a $50 gift card after I was contacted to say I won these things, and then was able to schedule the additional 2 free 4 day/3 nights visits that I was offered after the mandatory visit and time-share tour on March 8th. I had to call and cancel this tour, I cannot reschedule any other weekend nor go on vacation any time soon and decline my entire gifts offers due to a personal issue that just took place. First, they evaded me on my first few attempts to do this over the phone. Then a very snarky woman got on the phone who kept insisting that I would be at the tour when I told her that I could not make it because of a serious family tragedy. She not only showed no consideration or compassion, continued to rudely ignore me and sarcastically tell me I'd be at the tour when I clearly and repeatedly said I would not be and that I was mad, but she then swore I was told 5 times (3 verbally, which was not the case because they mislead me and never mentioned this because when I signed up for the tour, I had expected to attend and take my free gifts so they did not mention cancellation policies, and 2 times in written agreements which only mention forfeiting GIFTS if I did not show, NOT THE 75 DOLLAR DEPOSIT, and they would not accept cancellations and re-scheduling. The former being ridiculous because there are many reasons people may not be able to make it, for me, drive 5 hours, and the latter a lie because on the phone she said she'd make an exception to reschedule but would not make the same exception to cancel and refund me). This is ridiculous and I want my deposit.Desired Settlement: I just want my $75.00 deposit back and to never be contacted again.

Business

Response:

Dear Ms. [redacted],

We have credited Mr. [redacted]'s credit card and put him on a "do not call' list. Please allow several days for the credit to show up. We are sorry for any inconvenience this may have caused Mr. [redacted].

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 (As long as the money shows up in my account of course). I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: My wife entered to win a Hockey Jersey at the [redacted] hockey game at the [redacted] in [redacted] on 02 January 2015 and received a call from ###-###-#### on Wednesday, 14 January 2015 stating that we won a 3-day, 2-night expenses paid resort stay and a $200 VISA prepaid giftcard from a contest we entered at the hockey game. They stated that they had to speak to both of us at the same time so they had to call back later in the evening while I was at work. I explained to them that I was active duty Navy and couldn't travel on the fly so I wouldn't agree to anything unless there were flexible dates. They offered a different promotion which allowed me to pick travel dates but only included a $125 VISA prepaid giftcard on the grounds that we took a 90-minute tour of the resort and made a $75 deposit which would be refunded to my card at the completion of the tour. I later received my confirmation letter via email that had a completely different list of gifts from what was discussed, specifically a $50 giftcard instead of a $125 giftcard and there was a lot off extra fine print that wasn't even mentioned during the phone conversation to include the fact that they would only refund the $75 to a prepaid giftcard and not back in the original form of payment. I am especially offended by the parts that say you have to pay room taxes and also says they reserve the right to alter or change the terms and conditions and also that they assume no responsibility for any verbal representation. It also says they do not accept cancellations or reschedules. This is all disclosed only AFTER they take your $75 deposit over the phone. I called back to discuss the discrepancy on Friday, 16 January 2015 and the customer service representative said that she would have to get someone to call me back on Sunday between 1 P.M. and 10 P.M. I wasn't too happy that I would have to sit around waiting for a response during such a long window of time, but I told them I would make myself available. I spoke to a different representative and explained the discrepancy and she argued with me for a while and swore up and down that they didn't promise me anything different than what is on my confirmation letter, which is untrue. I asked if they recorded their sales calls or could provide a transcript of our call and she said they don't maintain either of those and couldn't provide them to verify that it wasn't just a misunderstanding, but continued to argue that they didn't promise anything other than what was on my confirmation letter. I requested that they cancel the whole thing since the only reason we put our information down was for a free hockey jersey and they couldn't provide what was initially agreed upon. She refused, reiterating that they won't make any changes or cancellations once they have your money. So far, no products or services have been provided since my scheduled tour isn't until 25 January 2015.Desired Settlement: Respectfully request for this transaction to be cancelled, my $75 to be refunded to the original form of payment, and for this company to place my number on the Do Not Call list for future promotions.

Business

Response:

I am responding to the complaint filed by Mr. [redacted]. Please let Mr. [redacted] know that we will be refunding his money and putting him on the appropriate "do not call" list. He should see the refund on his account within a week.

I hope that he is happy with this resolution.

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: [redacted] sold me a timeshare at Massanutten Resort and it was not what we agreed upon. The price started at $25,000 and when I rejected the offer, they reduced the amount to $14,000. I kept on declining the product until they transferred me to [redacted] offered the timeshare for the amount of $4500.00. I told him that I need to talk to my cousin first because we both want the idea of us being on the deed so we can use the benefits together. [redacted] said the offer is only good on that day that after I leave they can't offer the same amount again. I told him that I don't have the money for the down payment and he said I can pay the down payment in installment. I again told him that I need to consult with my cousin first before I give any money. He said I can always cancel the process before I complete the money needed for the downpayment. I tried to cancel the transaction 2 months later and they said I only have 7 days after I signed the documents and I told them that what we agreed upon is after I completed the downpayment amount and which I haven't. They said they won't refund me the money. So I decided to continue the payment and I was trying to book a reservation and I was told that I don't have a yearly timeshare. They told me I have a TriAnnual. The certificate that I signed as a triannual was explained to me that it was for the bonus week. Never have we discussed anything about a triannual timeshare. I've been trying to call them and leaving them a message and nobody is getting back to me. Please help me resolve this problem.Desired Settlement: Timeshare cancellation and full refund.

Business

Response:

Mr. [redacted] is correct that he is a Tri-annual owner which means that he gets to make a reservation and vacation every three years. He is only billed 1/3 of the maintenance fee each year, however the sooner he pays the entire amount, the sooner he can make his reservation. He is able to make reservations up to 2 years in advance as long as his maintenance fee is paid in full.

When Mr. [redacted] purchased he signed an Acknowledgment saying that he understood the details of his purchase and that he was not relying on verbal representations. At the time of closing Mr. [redacted] also received documents explaining to him that he had seven days to submit a written cancellation which is required by Virginia law. Mr. [redacted] did not do that so we stil consider him an owner in good standing and hope that he chooses to visit Massanutten and have the enjoyable vacations that he deserves.

We are not able to release him from his contract as it is legal and binding.

Please let me know if you need anything further.

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.

Again, I tried to cancel this before I completed the down payment and was told that they will not process the documents until the payment is complete. After I tried to cancel this they said thay I won't get my money back. I decided to keep it because I don't want to waste my money. Now I'm finding out that I don't have an annual timeshare. We completed the document signing in about 5 minutes. I trusted their word and apparently the documents does not match what they've told me. [redacted] even advised me to rent my unit so I'll get my money back. Well, I don't have anything to rent out. If they don't want to release me from my contract, they should give me the annual timeshare that [redacted] had promised. And also, they told me that yhe triannual certificate was for the bonus week.

Regards,

Business

Response:

I have attached the "Acknowledgment of Representation" that directly disputes the allegations that Mr. [redacted] states in his rebuttal. He has initialed this document sayijng that he didn't rely on verbal representation. Also, if you will note number 10, it describes exactly the purchase that Mr. [redacted] made and talks specifically about it being a triennial Ownership. Each of these points were addressed individually at the time of purchase and initialed by Mr. [redacted].

We see no reason to cancel the contract and find no fault by Massanutten. I hope that Mr. [redacted] decides to come to Massanutten and enjoy the vacations that so many love and enjoy.

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.

We were talking about my timeshare at that time and that's what he used for his presentation. Again he said instead of paying $9000 he will reduced it for me and cut the price in half as a special deal. Never have he said once about a triannual timeshare. I thought he was just giving me a special deal. The certificate that [redacted] was saying, they told me it was just for my bonus week.

Regards,

Business

Response:

I have researched this thoroughly and he purchased under the same term that everyone else does. He had 7 days to rescind his timeshare and he did not do that. Therefore, we can not find any fault on the part of Massanutten.

There is no rule regarding "installments" and canceling.

I hope that this helps and 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.

Regards,

So how did you process the papers without the proper payment? You keep saying I have 7 days over and over and you don't even have enough payment from me. I trusted you people and all your people told me are lies. Nobody from the management is decent enough to call me back. Attorney General should be getting in touch with you soon.

Business

Response:

There is nothing further that Massanutten can do. Our owners have legal and binding contracts and they need to uphold their ownership obligations.

I hope Mr. [redacted] chooses to do that and enjoy his time at the resort.

Best,

Review: My husband entered a drawing for what was advertised as a free vacation. He did receive a call that he won a 2 night stay at Massanutten Resort, and he has to pay $75 deposit which he will receive back at the completion of the tour. He was promised a 2 bedroom condo, 75$ visa gift card and 2 papa johns gift certificates of $25.

At first he declined the offer, but he was called back over 4 times. Eventually he agreed to 'buy' into the package and come to Massanutten for 2 nights on Dec 13th. H was told that no reschedules are allowd unless there is illness or death in the family.

We were not able to go on Dec 13th due to our hectic schedules and I called on December 2nd to find out if we can possibly reschedule for the last week of December. We have stayed with other promotional packages before and they are more flexible and accomodating with the dates. masaanutten falls really short on that with unrealistic expectations about their rules and regulations of not rescheduling.

When I called on December 2nd, they did say this is a one time courtesy and rescheduled it for Dec 27-29th. When I received the paperwork in the mail I noticed we are getting a hotel room. I remember specifically asking for a condo, as a hotel room will not accomodate our family of 5. I do not remeber a conversation where the customer service person ([redacted]) specifically tells me this is a hotel room not a condo, and I understand that. That conversation never happened even though they have it in their notes that it did. She did offer initally for us to leave on the 26-th through the 28th but then called immediatley back that they do not have that available and she can put us on the 27th of December, to which I agreed . But she did not mention that the 217th is a hotel stay. When I called and said we did not want a hotel room and cannot come to a hotel room they refused to reschedule, claiming they already rescheduled once against their Rules and Regulations and they are forfeiting our 75$ charge.

Our problem with this promotions is :

1. They advertised this as a *free* vacation. When I called and inquired how is this a free vacation with all these rules (only reschedule if Death in the family) or taking our money away, they said, no this is not a 'Free' vacation, we entered this voluntarily when we filled out the form at [redacted]business.

2. The promotion mentioned a 2 bedroom condo. We ended up with a hotel room.

3. They repeatedly called us trying to get us to go. Once we finally agreed (after 4 calls) we got nothing but a 75$ charge or a hotel stay for 2 nights. We have 3 small children and choose not to go and stay in a hotel room with them. We need privacy of a bedroom and a place to prepare meals and a hotel room just does not work for us.

The company should refund our money or give us a condo as promised originally on a different date if they do not have anything available for last week of December. They refuse to do either.Desired Settlement: refund our money and do not call us with future promotions.

Business

Response:

We are refunding Ms. [redacted] her money back. Please let her know if may take a couple of days for her to see it go through. We have also put her on a "Do Not Call" list and she will not be called again.

Thank you for your help with this.

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: [redacted]For past 3 years time and time again I had made earnest efforts to take part in what I was led to believe a great deal for both vacationing relaxation as well as a tax deduction. However after consulting with the IRS I discovered that the sale pitch statements made by not one both two of the massanutten resort representations were False. What they sold me is not a tax deduction nor have I been able to utilize the property as easy as they claim and sale presentation was represented. At one point was even willing to just let them keep the initial monies given but after several attempts and research I now requested the full amount refunded as well as interesting on monies misrepresentedThis company needs to be exposed for the tactics they use and people they have taken advantage of honor and truth in salesmanship is absolutely missing in with this company. There is no way that in 3 years I could not uses this time share as they claim and the fact that the IRS told me that such deductions is unlawfulCc: New York State Attorney General New Jersey state attorney general Virginia State attorney General 60 minutes 20/20 News Howard on your Side ch 11 [redacted] ABC News B.B.B. Consumer afffairsDesired Settlement: refund

Business

Response:

Thank you for allowing us to respond to Mr. [redacted] complaint. I would first like to start by saying that we would be more than happy to assist Mr. [redacted] in any way that we can to get him a reservation here at the resort. Our notes indicate that we offered to give Mr. [redacted] a week in his account on March 12, 2014 to make up for the week that he did not reserve for that year. All he had to do was let us know if he would like us to add the week to his account. We spoke to Mr. [redacted] again on March 26, 2014 and helped him to find where we had sent him the e-mail and that he would simply need to notify us if he would like for us to add the week to his account. We spoke to him again on May 16, 2014 and at that point he had still not indicated that he would like for us to add the week to his account. As I stated previously we are more than happy to assist Mr. [redacted] with using the Time-share that he has purchased. In his correspondence Mr. [redacted] claims misrepresentations in our sales process that topic we would be happy to discuss, but this is not the forum to review his contract. If he would like to contact the owners association here at the resort we will be happy to review the documentation that he signed at closing. If there is any way that we can assist Mr. [redacted] we are more than willing. At this time cancelling his contract is not an option available to him as set forth by the Virginia Timeshare Act and we would be happy to go over any closing documents that might help clarify this point as well. Again I would like to thank you Ms. [redacted] for giving us the opportunity to respond to this complaint and if there is any further assistance that you would require with this matter please feel free to contact me.Sincerely,[redacted]Director of Hospitality AdministrationMassanutten Resort

Review: Sales rep presented this time-share purchase as a "points" purchase. Resort is now claiming that it is a "weeks" purchase.

Massanutten time-share(at the [redacted])purchased 11/12/2013. Sales rep [redacted] spent an hour explaining the benefits of a "points" purchase (as opposed to a "weeks" purchase)and explained that I would be getting 60,500 points per year. On my next visit to Massanutten (November 2014, I was told that my purchase had been for 1 week and included NO points! Further, I was told that I could only obtain those 60,500 points if I agreed to pay an additional $4,000.00.

I explained my complaint to In-house Project Director [redacted] (he was extremely polite and conciliatory), who told me he would refer the issue to Marketing Director [redacted]. To date, Mr. [redacted] has failed to contact me and has not responded to any of my phone calls or the messages I have left with his staff at Massanutten.Desired Settlement: This issue can easily be settled by providing me with the 60,500 points per year as promised at the time of my purchase by sales rep [redacted].

Business

Response:

I received an email from our Sales Manager, [redacted], and he stated that he had spoken with this gentleman and that the issue is resolved.

If you find this is not the case, please let me know.

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 empathize that Mr. & Mrs. [redacted] feel that they should not have to pay however it is a policy of the resort and our Owners Association. I actually am the Director over this department and we find that we need to treat everyone fairly and everyone in the same manner. We have over 80,000 owners and there are various and good reasons why some people do not pay the maintenance fees on time. We cannot select certain people over others as each one feels they have a legitimate reason for not getting the payment to us on time. I do suggest that Mr. [redacted] go ahead and pay this bill as we will continue to add finance charges to their account. 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.While their "customer service" agent suggested we should have called to confirm the company received a $20.00 check, we ask, why did they not call to make sure we received the bill on time?( Same logic reversed) We paid the amount we were told a year in advance, neither requesting nor receiving any early payment accumulated interest. It borders on the obscene to demand a $25.00 late fee on a $20.00 balance when we paid what we were told was required a year in advance. I would have preferred to communicate directly with the principals, yet they do not list contact information for them on the company web site.Regards,[redacted]

Review: My mother purchased their $99 seasonal Offer from [redacted] in [redacted] from the sales person [redacted] on 8/17/15. My mom specifically asked if Memorial Day weekend was available and the girl said yes. So my mom purchased it. She told my mom to call to confirm the dates and when I called for her the customer service person was very rude! I couldn't believe how much attitude she had. She wouldn't give me her name and kept telling me to read the contract. She kept saying 'Did you read it?' So she told me the sales person lies and that it hasn't been available for months now. So I asked if I can return it. She said 'Ueah, but not through me. Go back to who you bought it from!' I was so taken back at how this girl talks. My mom contact [redacted] back to her personal phone [redacted] and she asked to not return it that she would talk to her boss. We gave her our number and got nothing back for a week. I called to book a different date and it sounded like the same rude girl. I gave her the dates and she said she booked it and that if I need to change it it's another few. I said then I'll wait. She said she already booked it! Once again more disappointment! We called [redacted] again and she didn't answer. So it's been since September trying to get a hold of them and going to the kiosk at the mall they said they had to get the boss to call me. That they weren't there. I got nothing back. I want a full refund for the hassle and the lying and rude customer service and running around trying to get someone who could refund it in a timely manner. I did my part to try and return it but those people kept avoiding me. I can't believe a resort has people who work for them that act like this. My mom use to have a timeshare there many years ago and when she saw the customer service go down hill so she sold it. Years later we thought it improved by now but it hasn't.Desired Settlement: Refund the full amount of $99. Not asking for the time and gas of going back and forth to the mall just for this.

Business

Response:

We have completed our investigation into the claim by Ms. [redacted]. We first would like to apologize for the terrible customer service that Ms. [redacted] received throughout this experience and we would like to assure her that our Resort puts an emphasis on our guests experience with particular respect to customer service. The team members referenced in her complaint will be dealt with by the appropriate management in their division. I have attached the receipt for the full refund of her $99 transaction and we have cancelled her appointment. We do hope that Ms. [redacted] will consider visiting our Resort in the future and we would like to assure her that we are confident it would be a great experience. Please let me know if you need any further assistance with regard to this matter and I hope you have a great day.Sincerely,[redacted]

This business is not one I would recommend. My husband and I were told one story and once members found little to be true. They call to harass for payment prior to payment being due and when you use your week they call for more from you. Best description of the business is decitful and harrassing! I will be following up by speaking with my lawyer.

Review: Cancellation of a Contract for a Timeshare/Upgrade - When I first started calling was 9 Dec 14; getting transferred all around the company. Then after calling after numerous times, a representative informed me to call the person whom I dealt with during the upgrade of the timeshare; which was a Ms. [redacted]. So for days I had been trying to reach Ms. [redacted]; I started calling again, which I still got transferred around again. After getting a little upset and informing people that I would file a complaint, because no one is helping me, is when they started transferring me to Ms. [redacted]'s direct line, which I received her voice mail. I still did not get Ms. [redacted] until mid-morning on the 27 of Dec 14, when she finally phoned me back. I spoke to Ms. [redacted], and informed her of my dilemma, which she seemed to understand, and was not upset. Ms. [redacted] informed me that my cancelling the contract should not be a problem, since I would still be an owner that I would just be going back to my original contract. Ms. [redacted] told me to write a letter, put in the letter what I hold told her of why I needed to cancel and fax it over today, make sure that the letter got to her today (27 Dec 14). I initially informed her that I did not have a fax machine, which I didn't but asked for a fax number any way. I typed the letter then went to [redacted] and faxed it over to her. I thought the situation had been handled and taken care of, and to find out on 12 Jan15; that it had not when I received a letter from Great Eastern Resort Corporation informing me of when the payment would come out and on the 25th of Jan 15. I have been trying ever since the 12 of Jan 15; to reach Ms. [redacted], and have not reached and/or spoken to Ms. [redacted] as of yet. I have been calling for days, speaking with [redacted] and [redacted] at the Great Eastern Resort Corporation, to get this handled/some resolution, but to my avail, I have not.Desired Settlement: I cannot afford the upgrade due to my daughter go to college and me paying fee’s outside of the tuition funds that she received. I was honest enough to phone the company instead of trying to pay for something and can and it going into foreclosure. I have to support and care for my daughter, and being as I am a single parent I don’t understand how this company that makes millions will allow this situation to transpire. I have been faithful and good to this company, referring people to their establishment, never missing any payments, paying on time, yet they show their loyalty to me by not allowing me to cancel something that would put a financial burden on me.

To please cancel contract and allow me to go back to the contract that I upgraded from, and refund the $744.00.

I have to protect my family…

Business

Response:

This is in response to the complain filed by [redacted].

I am sorry but we cannot honor her request to cancel her timeshare contract. This contract, like any other, is legal and binding. Under Virginia Law and the Virginia Timeshare Act, Ms. [redacted] would have needed to cancel within seven days of the purchase by written request. She would have needed to send a certified letter requesting this. We received no such notice which is not the fault of the resort. She waited well over a month to call and she was already out of rescission at that time.

I hope that Ms. [redacted] decides to come and bring her daughter and/or friends and enjoy the resort. It is truly beautiful and I hope that she does not choose to foreclose. I believe if she came to vacation she would decide it was a great idea to purchase at Massanutten.

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 am writing you in regards to contract #[redacted]. I feel as though I have been giving the run around; going between the Sales Department-Ms. Ms. [redacted], and the finance company-[redacted]. Mr. [redacted] and Ms. [redacted] my reason for me contacting you is because no one wants to assist me. I am being transferred all around with no resolution and/assiatance.

I am a dissatisfied customer/owner and I am surprised at this company because I have been an owner for so long, never missing payments, and referring people for this company, for them to treat me in the manner in which I am being treated.

On 9 Dec 2014, I had started calling Massanutten in regards to this contract, and through several calls and transfers, I was never transferred to the correct department and/or person. During my continuous calling a young lady informed me that I need to contact the closer, and again I asked whom may that be. She stated that person who helped you with your paper work, she directed me to my green and white box, and informed me that there should be a business card with the name and contact person on it. I saw Ms. [redacted]’s name and number, and began calling the number. I started calling that number and the number automatically goes somewhere where they will state front desk, customer relations, etc., and I have informed them of my situation and they wound transfer me again.

On 27 Dec 14; I have made several attempts that were not helpful, until I stated I need to file a complaint because no one was helping me, and then a lady took the time to hear my situation, took down my name and number and stated that she would call me back. Well she called me back and transferred me directly into Ms. [redacted]’s voice mail. I was able to leave messages for Ms. [redacted], but again facing numerous calls and leaving many voice messages for Ms. [redacted]. Ms. [redacted] finally returned my call on 27 Dec 14, @ 1:56PM. I informed Ms. [redacted] of my situation regarding me not being able to afford the upgrade/transfer from weeks to points; due to my daughter’s college education, and me being a single parent. Ms. [redacted] stated that she understood, and stated that there should not be a problem since I would still be an owner, I went from points to weeks, and the company would still have my business. Ms. [redacted] directed me to write a letter and put in the letter what I had told her, and faxed it to her by end of day; and that I would be receiving my refund of $744.00 within 45 days, please see attachment.

I thought that everything was handled once I did as I was directed by Ms. [redacted], but on 13 Jan15, I received a letter from Great Eastern Resort Corporation, informing me of the new contract and the amount that will be deducted from my account started on 25 Jan 15. I began the calling cycle again by calling @4:06pm Great Eastern Resort Corporation…spoke to a [redacted] first whom then transferred me to a [redacted] stated that she has my letter, that it had been scanned up into the system, but it was nothing that she could do. [redacted] stated that I needed to speak back to Ms. [redacted]. So again, I called Ms. [redacted]’s number again, I got transferred to another number, which a person answered, and I asked for Ms. [redacted] and she informed me that the sales people do not work during the week, but am there Friday through Sunday, and that I would have to call back at that time.

On 13 Jan 14; I called Ms. [redacted] number again, and receive a transferred and spoke to a [redacted], who I informed her of my situation and told her whom I was trying to reach. [redacted] stated that she would find out and call me back. [redacted] phoned back @9:0am transferred me to a [redacted], and I left a message. At 9:18am I dialed ###-###-#### I called to ask where I would mail payments to, to make payments to my old contract [redacted] because I didn’t want to be behind, and got transferred to an [redacted] whom told me to contact the mortgage company @###-###-#### Ext [redacted]. I called spoke to [redacted] at 9:24am, and she stated that I need to get the new contract approved for cancellation, before I can do anything with the old contract. I informed her that I had being trying to reach Ms. [redacted] and to no avail was I able to reach Ms. [redacted] stated that she would try, and call me back. [redacted] returned my call, but to my home phone so when I called her back she was gone for the day.

14 Jan 15 @9:18am, phoned the main number an asked where I could send in payments to the old/original contract and was denied the information. I wanted to send in payments so that they payments would not be behind. I have already paid my maintenance fees on the old contract: Trans date 12/27/14 posted 12/29/14 in the amount of $399.00.

14 Jan 15 @9:51am, I called the main number again spoke to [redacted] again and informed her that I need to speak with Ms. [redacted], she stated to me to call back on Friday.

16 Jan 15 @8:59am, called [redacted], which state there is nothing she could do.

16 Jan 15 @9:06 called to reached Ms. [redacted], got transferred to a [redacted], left a message; called again @9:33am spoke to a [redacted] left a message, called again @9:41am spoke to a [redacted] then back to [redacted], transferred me to Ms. [redacted] voicemail, left a message.

16 Jan 15 @10:48am Ms. [redacted] called me stated that she will have to call me back on Saturday, 17 Jan 15; because she needed to speak to her supervisor and the Charlottesville, VA office; to see how he wants to handle the situation because escrow funds have already gone to them. Ms. [redacted] stated that she has all my emails, and my fax, and that she would call me on my cellphone to ensure that I get the call.

17 Jan 15 @9:57 my cellphone rings only three rings and hangs up. I look at my caller ID, and I see Ms. [redacted]’s number, I return the call @9:58am, and [redacted] stated that she was not in yet. I informed [redacted], that she or someone just called me from her number. [redacted] checked, and stated that she was not in yet. I stated o.k. I called Ms. [redacted] number again @2:32pm, left a message.

21 Jan 15, I get back to work and have a voice message from Ms. [redacted] on 17 Jan 15 @9:58 stating that there is nothing that she can do, that I have to call the mortgage/finance office. Why would Ms. [redacted] call my job and leave me a message that I would not receive until I return to work next week? Was she purposely not trying to speak to me? I am a government worker who works Monday-Friday 6:30am – 2:45pm.

21 Jan 15; I have called and left two messages for [redacted] at 8:04am and 8:19am, and have not heard anything back as of yet from anyone.

21 Jan 15 @4:14 I called the main number and asked for Mr. [redacted]. he was not available so I left a message for him. Have not heard back from him either.

23 Jan 15; 8:09am [redacted] phoned me and stated that she had received an email from [redacted], that I shall contact Ms. [redacted] because she is the only one that can release the contract. I asked [redacted] if could reply back to Ms. [redacted], that I have spoken to Ms. [redacted] and received a voicemail stating that I need to speak to [redacted] in the [redacted] office. I phone Ms. [redacted] @12:25 I received no answer, called again @12:26 left a message on her voicemail, and again @1:24pm.

Your assistance in this matter would greatly be appreciated. I just can't believe that this company will not want to assist me, since I have owned for so long, never missing a payment, and because I need to assist my daughter with her college education.

Ms. [redacted] (Owner)

Business

Response:

I have spoken with the sales manager and Mr. [redacted]. Unfortunately, although Ms. [redacted] made attempts to cancel, it was after the rescission period had passed. Under the Virginia Timeshare Act Law, Ms [redacted] was required to send an overnight certified letter saying that she wanted to cancel. Other potential owners have done this and we have honored their request to cancel.

We hope that Ms. [redacted] decides to utilize her timeshare and have wonderful vacations at Massanutten. Please know that Ms. [redacted] can set up payment plans regarding her maintenance fees if necessary.

Thank you and 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.

I am responding to Massanutten response to my complaint against them....

First of all I would like to ask where is the honor, integrity, and loyalty from this company? I have been a member since 2004 and yet I cannot get any support from them.

Ms. [redacted] claims to have spoken with the sales manager and Mr. [redacted], yet I have phoned and left several messages for both Mr. [redacted], and Mr. [redacted], and to date, neither one of them has returned a called to me.

As an employee of the [redacted], we were furloughed twice last year, yet I did not miss not one payment, and paid on time. Now that I am asking for assistance from this company to assist by canceling the new contract and reinstating the old, so that I can assist with the education (college) for my daughter, they are reluctant to do so.

I have worked diligently to resolve this issue as you will note from my actions below:

On 9 Dec 2014: I started calling Massanutten in regards to cancelling the new contract, and through several calls and transfers, I was never transferred to the correct department and/or person. Finally after several phone calls, I was able to reach a young lady who informed me that I needed to contact the Closer for my transaction. She directed me to look inside my green and white box that I was given at closing, and informed me that there should be a business card with the name and contact person on it. I found Ms. [redacted]’s name and number, and began calling the number. Upon calling that number I was directed to several different departments such as public relations, front desk, etc. and after informing each person on the other end of my situation, I would be advised that they could not assist me with my problem causing me to be transferred over and over again.

From 14-27 Dec 2014: Please note the call log that I have attached that shows my diligence in ttempting to reach someone regarding my request for cancellation. I was only able to leave messages and did not get any return phone calls until 27 Dec 2014 which I recount below.

On 27 Dec 2014: I had made several attempts for assistance to no avail, until I stated I need to file a complaint because no one was helping me, and then a lady took the time to hear my situation, took down my name and number and stated that she would call me back. As promised, she called me back and transferred me directly into Ms. [redacted]’s voice mail. I was able to leave messages for Ms. [redacted], but again facing numerous calls and leaving many voice messages for Ms. [redacted]. Ms. [redacted] finally returned my call on 27 Dec 2014, @ 1:56PM. I informed Ms. [redacted] of my situation regarding me not being able to afford the upgrade/transfer from weeks to points; due to my daughter’s college education, and me being a single parent. Ms. [redacted] stated that she understood, and stated that there should not be a problem since I would still be an owner, I went from points to weeks, and the company would still

have my business. Ms. [redacted] directed me to write a letter and put in the letter what I had told her, and faxed it to GERC, ATTN: to her by the end of the day; and that I would be receiving my refund of $744.00 within 45 days. Upon completion of our conversation, I went to [redacted] to fax over the letter with the required information to GERC, Attn: Ms. [redacted]. The letter and [redacted] confirmation was forwarded to you in my previous correspondence.

I thought that everything was handled once I did as I was directed by Ms. [redacted]. On 13 Jan 2015, I received a letter from Great Eastern Resort Corporation, informing me of the new contract and the amount that will be deducted from my account starting on 25 Jan 2015. I began the calling cycle again by calling @4:06pm to the Great Eastern Resort Corporation…I spoke to a lady who identified herself as [redacted] (who works in the finance office) first who then transferred me to a lady by the name of [redacted] (who works in the finance office) stated that she had my letter and that it had been scanned into the system, but it was nothing that she could do. [redacted] stated that I needed to speak back to Ms. [redacted]. So again, I called Ms. [redacted]’s number however this time I was transferred to another number, which a person answered, and I asked for Ms. [redacted] and she informed me that the sales people do not work during the week, but are there Friday through Sunday, and that I would have to call back at that time.

On 13 Jan 2015: I called Ms. [redacted]’s number again, and was again transferred to a lady named [redacted] in the finance office, I informed her of my situation and told her who I was trying to reach. [redacted] phoned me back @9:00am transferring me back to [redacted] who was not available causing me to leave a message. At 9:18am I dialed ###-###-#### (main number) to find out where I would mail my payments to because I was under the assumption from my conversation with Ms. [redacted] that I had been placed back under my old contract [redacted] because I didn’t want to be late, at that time I was transferred to a lady by the name of [redacted] who told me to contact the mortgage company @###-###-#### Ext [redacted]. I called the number and after finally reaching [redacted] at 9:24am, she stated to me that I needed to get the new contract approved for cancellation, before I can do anything with the old contract. I informed her that I had been trying to reach Ms. [redacted] but to no avail. [redacted] stated that she would try, and call me back. [redacted] returned my call to my home phone and not the number that I left for her which was my work number therefore by the time I got home and received her message, I attempted to call her back but she had already left for the day.

14 Jan 2015: @9:18am, I phoned the main number an asked where I could send in payments to the old/original contract and was denied the information. I wanted to send in payments so that they payments would not be behind. I have already paid my maintenance fees on the old contract: Trans date 12/27/14 posted 12/29/14 in the amount of $395.00.

14 Jan 2015: @9:51am, I called the main number again spoke to [redacted] again and informed her that I need to speak with Ms. [redacted], she stated to me to call back on Friday.

16 Jan 2015: @8:59am, I called [redacted] again and was told that there is nothing she could do and that Ms. [redacted] was the approval authority for my request.

16 Jan 2015: @9:06am, I called to speak with Ms. [redacted] regarding cancelling the new contract per the advice of [redacted] instead I got transferred to a lady named [redacted] where I left a message for Ms. [redacted]; I called again @9:33am and spoke to a lady named [redacted] where again I was able to leave a message for Ms. [redacted], I called again @9:41am and spoke to a lady named [redacted] who transferred me back to [redacted] who finally transferred me to Ms. [redacted]’s voicemail where I left a message.

16 Jan 2015: @10:48am Ms. [redacted] called me and stated that she will have to call me back on Saturday, 17 Jan 2015, because she needed to speak to her supervisor as well as the [redacted] Finance office to see how he wants to handle the situation because escrow funds had already gone to them. Ms. [redacted] stated that she has all my emails, and my fax, and that she would call me on my cellphone to ensure that I get the call.

17 Jan 2015: @9:57am my cellphone rings only three rings and hangs up. I look at my caller ID, and I see Ms. [redacted]’s number, I return the call @9:58am, and [redacted] stated that she was not in yet. I informed [redacted], that she or someone just called me from her number. [redacted] checked, and stated that she was not in yet. I stated okay…..I called Ms. [redacted] number again @2:32pm and left a message.

21 Jan 2015: I get back to work and have a voice message from Ms. [redacted] on 17 Jan 2015 @9:58am stating that there is nothing that she can do, that I have to call the mortgage/finance office. I don’t understand why Ms. [redacted] returned my call at work when I had left messages to call me on my cell number.

21 Jan 2015: I called and left three messages for [redacted] at 8:04am and 8:19am. She never returned my call.

21 Jan 15: @4:14 I called the main number and asked for Mr. [redacted]. He was not available so I left a message for him. He never returned my call.

23 Jan 15: 8:09am, [redacted] phoned me and stated that she had received an email from [redacted], and that I should contact Ms. [redacted] because she is the only one that can release the contract. I asked [redacted] if she could reply back to Ms. [redacted], that I had left a message for Ms. [redacted] and in returned I received a voicemail from her stating that I need to speak to [redacted] in the [redacted] office. [redacted]’s response to me was “[redacted], I swear to GOD that there is nothing we can do here in this office and that you need to speak back to Ms. [redacted], it is not us, it is her.” I said “Okay” and attempted to phone Ms. [redacted] @12:25am and again I received no answer. I called again @12:26 left a message on her voicemail, and again @1:24pm.

On 9 Feb 2015: I called the main number and was able to speak with [redacted] who works in the Maintenance Fee’s Office. I explained to her my situation and how I had been transferred from one department to the next and could not get resolution regarding my request. She took the time to look up my information in the system and had informed me that I missed my opportunity for rescission by three days. [redacted] was the first to inform me of this information; no one had informed me that the request was denied. So since I was three days shy from the date of rescission, Massanutten denied my request. It is clear that no one took the time to realize that I had been attempting to ask for a rescission from 9 Dec 2014 when I started this process until 9 Feb 2015, exactly 2 months. As initially stated by Ms. [redacted], my initial letter for rescission was denied as it was not sent via certified mail however based off of the guidance received from Ms. [redacted], I was told to fax the letter to her by the end of the business day. Never once did Ms. [redacted] mention that the letter had to be sent by certified mail.

In light of the circumstances outlined above, I feel that I did not get the assistance needed regarding my rescission. Instead of receiving the professional assistance and correct guidance from the Massanutten Sales Department, all I got was Ms. [redacted] and Ms. [redacted] passing me back and forth between the three and passing the responsibility for assisting me back and forth.

Massanutten has allowed the finance company to harass me by sending late notices to my home. I am a [redacted] employee and as such I have a clearance which I am required to maintain to work in my position. I cannot afford negative feedback on my credit report and I certainly don’t deserve that when I have attempted to do the right thing.

Based on Massanutten’s unwillingness to work with me, am I to understand that Massanutten would rather me struggle to continue to pay for a vacation home rather than send my daughter to college. This company has left a bitter taste in my mouth as I have been a faithful owner for the past eleven years. Again, I ask where is the honor, integrity and loyalty of this company to their customers such as myself who have been faithful in honoring their commitment through these past years?

Ms. [redacted], Disgruntle Owner

Owner since 2004

Review: After stating I could cancel my reservation was told they would not issue my refund for the reservation.Desired Settlement: Refund $75 to my credit card

Business

Response:

I reached out to [redacted] by phone this morning and she returned my call this afternoon. We were able to refund Ms. [redacted] the $75 deposit and cancel her visit to the Resort. She should have received e-mail verification of her refund and she has my contact information if the need should arise for her to contact me. I hope that Ms. [redacted] can take a trip to visit the Resort at a time that is more convenient to her in the future. Please let me know if there is anything further I can do to assist with this matter and I hope you have a great day.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. Have received the refund.

Regards,

Review: I doubt what Massanutten does is illegal per se, but probably not the most scrupulous or ethical. Back in August 2014, I filled out a form at the Pittsburgh [redacted] festival, for Massanutten Resorts in Virginia. So, they called me on 10-29-14 to tell me that my wife and I have an opportunity to come to their resort to tour it for a 90-minute presentation. If my wife and I do that, then we get a "free" 2-day or so stay there, with a gift card for $150. OK, that sounds all nice and everything. However, the sales representative who called me wanted me to make a decision right then and there, on the phone, as to whether or not we were interested. I explained that I first wanted everything in writing, which she agreed to send me; but that I first wanted to discuss this with my wife, before we made a decision. The lady on the phone said she can hold, while I call my wife at work. Well, my wife works for a health insurance company, and is very busy with open enrollment season. So for me to try to call my wife at work at this time would not be feasible. Therefore, because I could not make a definite decision over the phone right then and there, I was denied this "opportunity" to come check out Massanutten Resort. Now to me, this is not good business. If this resort tries to market their product to married couples, then perhaps they should be more accommodating of people and their time. If they would have given me the option to discuss this with my wife first, and then call them back with our decision, that would have been fine. But for them to give me the "now or never" ultimatum is just plain not good business. I felt as tough it was a subtle strong-arm high-pressure sales tactic to get me to say yes right away, or face losing a "golden opportunity", without consulting my wife first. I mean, effective communication in a marriage is extremely important. The lack of effective communication is what causes a lot of divorces. If I would have agreed to this, and agreed to a date to come down to Virginia to see the resort, without first consulting my wife, I would have run the risk of picking a date that my wife might not have been able to adhere to, as she might have had other plans on that date. It would not have been fair to her.Desired Settlement: I just want Massanutten Resorts to have the common courtesy to give married couples an opportunity to discuss this matter when they can, and then be able to make a decision, and then call the resort back with their decision. That is, let the spouses discuss it, and be able to call them back with a well-thought out, sound decision. By giving the potential recipient the opportunity first to discuss it with the spouse, instead of giving that person the "now or never/make a decision right here right now" approach, perhaps more couples would have checked out their resort, and increased their business. Really, Massanutten is only hurting themselves in the long run by doing this. But the "now or never" approach, I believe quite frankly, is highly unacceptable.

Business

Response:

I have forwarded this complaint to the marketing department for their review. We also appreciate Mr. [redacted] taking the time to write with his commentts and concerns.

The main reason for this type of marketing is that some people will never call back and then they miss the opportunity. However, I will definitely pass the comments along. If the [redacted]'s would like to come for a promotional visit they can contact me and I will get them in touch with the correct person.

Regards,

Consumer

Response:

If Massanutten would like to accommodate me on this, that is fine. If they do not contact me, that is fine too. If they offer me the same offer, I would like to be able to discuss it with my wife first, then be able to call them back. I just didn't like being made to feel like I was in a high-pressure "now or never" sales tactic. Thank you.

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: Massanutten representive deceived my husband and I to transfer our timeshare week to a points system. He lied to us about the companies policies and the service agreement of the vacation contract.we were told to purchase 89,000 points to cover 100% of airfare, car rentals, cruises per year or rent a week at the massanutten regal vista or any other vacation stay. We were told we can use our points for a day or weekend stay at local hotels. Use the resorts gold card for a discount and /or free activities at any stay booked using RCI or massanutten resort. We have been transferred numerous occasions and never received correct information. We gave up and now pay out of pocket for vacation time. They have separate fees for rci members, points members etc. Today, was the bottom line as I contacted rci point partners, after being transferred and told incorrect information about using my points to book flights. I have 175,000 points but was told I can only use 44,500 max(approximately worth $325) for flights per year. The remaining points cannot be used towards car rental. Also, no resort was available for timeframe. I had to pay $185 for a points fee to discuss my account (more fees). We pay this resort approximately $400 a month not including annual maintenance fees for a service that the sales representative mislead to purchase instead of us keeping our annual week at the resort. This company has to record the conversations the sales representatives are tell the members. The points for air are discounts towards a flight. There is a $57 per ticket transaction and it doesn't cover insurance. They also don't change flights so you book and it final. We were mislead and lied to about the points system that cannot be used as advertised by the massanutten representative to make a commission or bonus for removing us from our deed contract and transferred us to points system and lied about the benefits of the service. I want out of the contract and no longer want business with Massanutten resort. We had no problems when we purchased in 2008 with our annual week. We were deceived about the advertisement of the company's new point system. I have stopped providing massanutten representatives with referrals. Please cancel this contract ASAP before 2016. I want all my money back put into the vacation point system that my family cannot enjoy as advertised. Please let me know the outcome...fyi I'm using myccellphone to write this complaint, please excuse any grammar or spelling errors.Desired Settlement: I am requesting that this contact be void without any fees and/or penalties to the customer. No negative reporting on credit report.

Also, I request a full refund of all payments in its entirety back to the customer/member for this active contract.

Business

Response:

Thank you for giving us the opportunity to respond to Ms. [redacted] complaint. The purchase that she made through the resort was to trade her Woodstone Luxury week 30 even and apply the equity for a Regal Vista week 27 Odd unit. The move from a Luxury unit to a Regal Vista week 27 is a great purchase. If she wants to reserve the unit and week that she owns she would need to call RCI and schedule her time 13 months prior to her week and there is no fee for the home week reservation. As for the RCI fees and how owners are able to use their points Ms. [redacted] would have to address that with RCI which is a separate company. The [redacted] can opt out of their points after the three year contract is up at which time they can resume using the week at Massanutten as they had in the past, which is still an option if they make their home week reservation. If they would like we can have a closing officer give them a call to go over the details of their contract, which we feel is a substantial upgrade to their ownership. Thanks again for allowing us to reply to the concern and we would like to make Ms. [redacted] ownership work for her in any way that we can.Sincerely, [redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The response does not resolve my complaint for many reasons. First, after the deceptive practices by the sales person who sold us on the points, you are going to make us wait 3 years to get out of the contract. Second, you shamefully do not take responsibility for anything related to RCI. As you indicated in your response" As for the RCI fees and how owners are able to use their points Ms. [redacted] would have to address that with RCI which is a separate company." The use of rci and points/weeks are one of the main reasons people buy time shares in the first place. My husband and I fell victim to a fast talking deceptive sales person who made false promises about how RCI points can be used and now you are saying we have to address that with RCI. Where is your responsibility in this matter? Don't you represent RCI? My recommendation is to have all sales presentations audio recorded for quality control purposes. You would not believe what people will do to make a sale and furthermore the recording will keep everyone honest. Finally, Our complaint is not with the property at massanuten, we usually have a great time there. The issue is with the false communication from sales people and deceptive practices that have costed us lots of money and put use in a contract we will be stuck in for many years to come. This company's practices are not right and all they can say is " you will have to deal with RCI which is a separate company." More should be done to allow us to get out of this contract.

Regards,

Business

Response:

Thank you for the opportunity to reply to the rejection from Ms. [redacted]. First, my apologies that all that came across in my last response was how to address your options for using your RCI points with RCI. The purchase that you made upgraded your ownership from a Woodstone Meadows unit to our best property the Regal Vistas. The ownership upgrade alone to a week 30 Regal Vista is an improvement in your ownership here at the resort. The Points option that you signed up for indicated that you would give RCI your week for the next three years in order to be a part of the points program. If you choose to return to use the Regal Vista unit that you own you simply need to contact RCI thirteen months prior to the start of your week and you can request, free of charge, to make your home week reservation. At the end of your three year experience in the points program you can opt out of the points program through RCI and you would return to your week 30 odd Regal Vista ownership. I hope this offers more explanation as to the recent upgrade in your ownership and if you would like assistance making your next reservation please let me know and we would be more than happy to assist.Thanks[redacted]

Review: I suffer from: post polio, PTSD, congestive heart failure, pulmonary edema, had 2 heart valve transplants, 2nd pacemaker, arthritis, bleeding ulcer, and on Thursday had biopsy for cancer. I was promised a handicapped room due to wheelchair and health problems. Due to the fact they are not at all ADA compliant---even in the main building you have to drive to get from l floor to the other and then you have to walk up steps or have a split wood walkway which is NOT conducive to a wheelchair wheels or cane. We were promised a handicapped room which we did NOT get. We were promised a dinner by the person who called us on phone--they said no such thing as dinner. Big lie!!!! During our stay the 21st there was a major snowfall. We were supposed to attend a meeting to buy more property at 8 a.m. when the electricity went out and was out until 4 p.m. that evening. We went to the meeting NOT one plow was out and it had started to snow. We ended up sitting on a slippery hill from 8:30 to 10:15 with me having taken Lasix having diarrhea due to my bleeding ulcer; and throwing up due to the cancer. No one helped us. We were unable to buy food because the card they gave us to spend at the store was unusuable due to the WiFi being out and they refused to give us food at the General Store. The roads around our unit were NOT cleared even when we left the next day--I was NOT able to use my wheelchair to get to the car because it had NOT been shoveled or anything.Desired Settlement: Feel they owe us at least a week or points to another resort that is ADA compliant, plus an apology. We were told various people would write to us from the maintenance staff and have received NO emails, even though I have sent them 2 emails.

Business

Response:

We are certainly sorry that Ms. [redacted] had the experience here at Massanutten that was less then preferred. Unfortunately most of the weather and power issues were out of Massanutten's control. Mr and Mrs. [redacted] have spoken with [redacted], our Front Desk Manager and Ms [redacted] has desparately tried to resolve the situation.

Because of the circumstances, Massanutten has been offering everyone a two night stay and in this particular case, a meal voucher. Their original stay was for two days also. Ms. [redacted] has made it clear to Ms. [redacted] that she did not want to come back. Mr. [redacted] was very apologetic to Ms. [redacted] and expressed remorse for Mrs. [redacted]'s behavior.

Ms. [redacted] told Mr. [redacted] that she would mail them a letter with the original offer and that she had a year to determine if she wants to use it.

We consider this matter in the hands of the [redacted]'s and they were offered what others were with their same circumstances.

Please let me know if I can help further.

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.

Other folks who were offered the 2 day return weekend did NOT have the LIE told to them that there would be a handicapped accessible room and that they would be given a FREE dinner. These were Both LIES told us by the department of [redacted]. The main thing that I am complaining about is so much of Massanutten is NOT ADA compliant for a wheel chair. Does the Revdex.com work with ADA to make sure that public places like Massanutten are complaint???? I had been promised that a member of the Maintenance Department "[redacted]" would get in contact with me. I have written this person 2 emails and never received anyin return. This is another of the many LIES of Massanutten. I have a myriad of physical problems. We asked these to be addressed when we made reservations and were promised they would be. They were NOT. The other people who got 2 days just had to put up with the snow and the cold. I do NOT feel this and is cleared up and I will continue to fight.

Regards,

[redacted], B. A.; M. S. Ed & Music

Review: My family of 13 members arrived to the resort on the evening of February 20, 2015. Upon check in, everything was wonderful....the people, the scenery, and the condos that we had rented: Villa Number- [redacted]. When we woke up Saturday morning February 21, we had no power. I drove to the check in lodge and they told me someone had hit the transformer and they had no idea when power would be back on. I explained that I had 8 young children in my party and we could not be without heat. The person at the front desk that I dealt with told me that they had no alternative lodging for us, and they couldn't put us in any other rooms because none were available. I then told them that I expected to have my meals compensated, as we had brought all our own food to save on the expense and couldn't cook anything with a power outage, and he told me that was not going to happen. (Ultimately, I had to spend $90 on pizza for everyone because that was our only choice). I then said that I wanted a refund and to check out because I couldn't keep my family in a cold condo when it was snowing outside horrendously (The resort got 10" or more of snow this weekend). I then tried to take my family to the water park which we were told we couldn't do, due to the power outage. I then wanted to take them to snow tube, but were informed that the entire mountain had been shut down because of the snow. We had to stay in a cold condo for most of the weekend because there was absolutely nothing else for us to do....EVERYTHING shut down. We couldn't leave because the roads were too bad with ice and snow...accidents were everywhere. I have NEVER come across such horrible customer service. This was a miserable, cold trip for my entire family, and I expect this matter to be taken seriously. I have never heard of a SNOW RESORT being shut down from SNOW. We left at 7:00 am on 2/22/15 purely because this was such a miserable trip, and the resort had done absolutely nothing to even attempt to make it better.Desired Settlement: I expect an entire refund for everything that I paid for, or to have another weekend in the same type of condo for the same amount of days. This is not a lot to ask, give the circumstances and chaos that we had to deal with. Keep in mind that we had 8 young children that we had to feed, entertain, and keep busy during the weekend that was supposed to be a fun trip for us all, and ended up being pure MISERY

Business

Response:

We did experience a crisis at the resort during this weekend that the [redacted]'s refer to. These issues were out of the resorts control and we did our best to accommodate many guests. I understand that this experience was not pleasant for the [redacted] family and everyone else was dealing with the same issues as well.

As a gesture of goodwill, we are inviting everyone back for two complimentary nights (based on availability). We are certainly sorry that this incident occurred and we hope that the [redacted]'s decide to take our offer and come back and enjoy the resort.

Best 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: Great Eastern Resort Corporation- Massanutten [redacted] This letter is in response to the recent harassment that my husband and I have been subjected to as a result of the employee, [redacted], of Great Eastern Resort Corporation’s (GERC) Massanutten Resort. In April, 2014, we received a letter requesting payments of $225 which was not feasible for us. We agreed to payments of $200 each month until the account was current which would be payable by the 25th of each month. This agreement was emailed directly to Ms. [redacted] on 4/30/2014.

Despite this agreement, Ms. [redacted] continued to make up false commitments of payments. In the email on 6/13/2014, Ms. [redacted] noted that “every other week you were going to make extra payments to catch up” which was never agreed to. Ms. [redacted] then reached out 7/29/2014 demanding yet another payment despite a payment being made on 7/15/2014 (as agreed) but conforming payments were due 7/25/2014. On 10/2/2014, Ms. [redacted] sent yet another email demanding payment despite a payment being made on 9/12/14. In this email she falsely alleged that I was going to make a payment on 9/19/2014 which is not correct.

Instead of communicating with me as she normally did, Ms. [redacted], contacted my husband on the same date that I made a payment (9/12/2014) and demanded that he also commit to a payment which should have never taken place.

This was the last straw. I told Ms. [redacted] that all communication needed to be done in writing moving forward and she refused. On 10/2/2014, I advised her that no phone calls or emails be made to me or my husband. Her response was “I will be responding to you both by phone calls only.”

I am tired of the harassment and mistreatment that I have received from GERC despite doing what I have agreed to do. No communication should be made to me or my husband unless done so by USPS Mail to our address of record listed above. I want documentation back from GERC confirming such.Desired Settlement: I want documentation back from GERC confirming no phone calls or emails will be sent. This is my last attempt.

Business

Response:

The payment that Ms. [redacted] is speaking of is regarding her mortgage payment. At the current time she is past due and this is normal procedure to give the customer a courtesy call to remind them. She had not made an October payment. Ms. [redacted] actually gave us permission to email her and now states that she does not want that. We do this in order to prevent an account from going to a collection agency.

When Ms. [redacted] brings her payment up to date, she will definitely not receive emails or phone calls.

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 how Ms. [redacted] can approve emails to be sent to me as per the response. However, my complaint was not that she did a "courtesy" reminder, but that she lied on several occasions, refused not to contact me as requested and harassed us. As I said that is the reason for the complaint. Payments are due by the 25th per the agreement. I will be forwarding the details of my complain to the FTC as well. This company should not be allowed to treat customers this way especially since their. Business is operated off of referrals.

Regards,

Business

Response:

I do not have a answer that will satisfy Ms [redacted]. We will not be contacting her again. Since I can find no proof of harassment, I will apologize for any inconvenience Massanutten has caused. 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. I have only asked that they allow us to make payments as we have agreed (per the attached documents). We will continue to make payments until the account is brought current and appreciate it if the calls would stop as requested on numerous occassions.

Regards,

Review: I declined a time share offer within 2 hours of signing. I called them the same day and again the day after - now they are charging my card and bank.

I took my family to Woodstone at Massanutten www.massresort.com for a spring break between the dates of 4/18/14 and 4/25/14. In the middle of our stay (04/21/13), we spent a morning with [redacted] who was a sales person who worked out of the conference center at Massanutten Resort. She was very nice and she showed us all the highlights of the facility after she treated us to breakfast at the restaurant by the waterpark.

After the tour, [redacted] proceeded to take us back to the conference center and offered us the opportunity to buy into one of the 2 bedrooms in a neighborhood she showed us. We proceeded to look over many documents; we signed many documents as well. We ended up thanking [redacted] but we DECLINED the deal. She then said she would speak to her manager and after about 15 minutes, [redacted] joined us at our table. He continued to push the sale and we signed more papers. He offered to pay off our existing time share with [redacted] and he really gave us many attractive selling points. We were uneasy but shook hands on the deal as well as discussed financing. We parted ways and I had lunch with my family. After lunch, I called [redacted] at the conference center from our house phone at the Woodstone in Massenutten and told him I was not happy and I didn't want him to submit the paperwork. This was just a 60 to 90 minutes after we had met face to face and [redacted] sounded as if he interpreted my remarks as a case of buyer's remorse and suggested I sleep on it and he said there was no rush to withdraw or change our minds so soon. He told us to enjoy our time there and that we would speak to each other again the following day. I spoke to him again the following day (04/22/2014 - see call records) and I reiterated that I didn't care for the deal and to cancel it or not submit it. He talked to me about not being rash and mentioned how opportunities like this do not come around often, he added more merits and even offered to pay half of the down payment ($1514.00) mentioned the day before. I said "No - I'm not interested" and I said it clearly and plainly - he understood and said he had pressing matters to return to and the phone call ended. He didn't mention any other requirements to cancel the transaction. I have since tried to reach [redacted] and the sales team (and any manager) more than a dozen times and have some call records to prove it - yet nobody will work with me. My credit card has been charged and soon they'll be debiting my checking account - for a time share I dont need, cant use and declined several times.Desired Settlement: I am writing regarding a billing dispute for the following transaction made on my C[redacted]® account ending in [redacted].

Date: April 22, 2014 - Amount: $1,514.00 - Merchant: MASS VILLAGE ESCROW

Contract # [redacted] I am also trying to make sure they do not do any electronic/automated debits from my [redacted] checking account - I will not make a monthly payment on a time share offer I declined. No electronic /automated monthly payments have been withdrawn

Business

Response:

We will be cancelling Mr. [redacted] account and returning him a refund. I wish him the best and I hope that he is satisfied with this resolution.

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.

Have not received the refund yet.

Regards,

Business

Response:

It has been brought to my attention by an email from Mr. [redacted] that this has been take care of and he has been issued a refund.

Let me know if I can be of further assistance.

Review: Last October, the resort pushed [redacted] (**), a recent widow who has never handled her own financial affairs until the death of her husband a year before, into agreeing to a meeting about the possibility of changing the "points" system related to changing weeks or locations of her use of the time-share ownership. The agents of the resort repeatedly argued with ** when she tried to leave multiple times after expressing disinterest in their proposal, eventually keeping her for more than six hours. After nearly a day of badgering the 65-year-old recent widow was willing to sign anything just to get away from them. She signed an agreement to take out a $7000 mortgage (misleading called an "upgrade" by the resort) a property of which she was not the sole owner and whose co-owner was unaware of the agreement mortgaging her property. In the case that this this mortgage is not paid, the co-owner who had no role in encumbering the property with a new mortgage would have to pay for the loan she did not authorize or risk losing the property. ** was embarrassed and humiliated that she had spent $7,000 without really knowing what she had done and she waited to tell her daughter what had happened.

When ** finally told her daughter, co-owner of the time share [redacted] (**), who had just returned from her honeymoon, two weeks later about what happened, ** advised ** to immediately call the resort and state that she was not interested in the "upgrade" to her points and to rescind the agreement. When ** made the call, the resorts representatives were rude, refused to hear her concerns and informed her they would do nothing to address the issue.

After co-owner ** took over handling the issue and contacted the resort by phone 12 times and emailed multiple times as well as writing twice (once to the local address and once to the corporate address). On each occasion she was shuffled to a different office and told a different person was appropriate to handle her issue. In all she spoke to seven different people including two people who claimed to be managers. In each case the story was different. Multiple people told ** that they would call her back and never did. The salesman responsible for making the sale to ** in the first place promised verbally to call her back and failed to do so, also failing to respond to additional voicemails and messages. Others she spoke with include [redacted] and she also emailed [redacted].

Then [redacted] (**), **'s husband, attempted to contact the resort. At this time, ** was told that the resort would not discuss the issue with him as such matters are "confidential."

After a week of conflicting stories and the failure to return phone calls or reply to emails ** filed a Revdex.com complaint ##[redacted]. Here are the original complaint and the response from the resort (yet another person).

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] 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

Revdex.com's Final Determination: Business offered a resolution. Consumer did not pursue further with Revdex.com and the matter was assumed to be resolved

XXXXX End of copy from previous complaint XXXXXX

The claim that ** never contacted them is false. The claim that there is a dispute between ** and ** is completely made up by the resort. When ** contacted the resort to find out about this proposed "resolution" the resort offered to change the "points" system back to the old system as long as ** and ** paid the $7,000 for the product that an elderly widow was badgered into buying after her husband's death and without the involvement of the co-owner of the property. By any definition, that is a slap in the face, not a genuine offer of resolution.Desired Settlement: 1) Full refund of all payments made and voiding of all contracts related to the $7,000 mortgage or "upgrade" on the property 2) scheduling of her normal week vacation at the resort (week 42) that has been delayed by this dispute and the resort's unconscionable efforts to delay or deny its resolution.

Business

Response:

Dear Ms. [redacted],

As a gesture of goodwill, we are willing to release the agreement that Ms. [redacted] signed regarding signing up for Massanutten's Points Program. We will refund their $7000.00 and would like to request that we receive something in writing signed by both parties, Ms. [redacted] amd Ms. [redacted] stating that they are in agreement with this change.

They will need to contact [redacted] at ###-###-####, ext [redacted] in order to make this change.

Hopefully, we can put this to rest. If I can be of further assistance, please let me know.

Regards,

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 called for [redacted] at Massanutten and got the same runaround that I received earlier in this process.

In addition, I want to ensure that the 2014 week is scheduled for our timeshare. This did not happen due to the points conversion and the difference in the weeks/ points scheduling.

My mother and I will be satisfied with this resolution and the 2014 vacation booking. I will wait to hear from Steven for next steps and the content required in the letter.

Regards,

Business

Response:

Dear Ms. [redacted] -

[redacted] has emailed Ms. [redacted] with no reply and called her, however her voice mail continues to be full. We are converting them back to their weeks account and they will be able to get their week for 2014.

The paper work is in the process. All they will need to do is call to make their reservation.

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 received a call from a blocked number over the weekend. Please call me to set up the reservation. It is not clear whom I should call for the reservation. I sent [redacted] an email on Friday to which he responded.

Regards,