Massanutten Resort

Review: my husband and I were contacted after he won a raffle at a local gun show. we were told that we'd get a $200 gift card. after a lot of "fast talking" we realized the $200 gift card consisted of a $125 prize + $75 return of deposit that had to be paid to reserve our spot, but that we had to visit the resort and go to a timeshare presentation in order to claim the gift card. we told them we couldn't book right away so they told us they'd upgrade us to "owner status" so that we could go for the day on a saturday, listen to the timeshare presentation and afterwards we'd receive the $200 gift + vouchers for a stay at a different time. not once did they say that when we were "upgraded" that the amount of the gift card would be reduced to $50, but when we received the confirmation the amount of the gift card had changed to $50. we never would have agreed to pay the $75 deposit if we had known the amount of the gift card would change because $50 doesn't even cover the cost of fuel to get up there and we may not choose to use the vouchers for a stay at the resort. I called to correct this issue and was told that we were informed that when we were "upgraded to owner status" that we were told the gift card amount would be $50. That was a complete lie. We were NEVER told that because we would never have agreed to that and I wrote everything down as they said it. I asked for a copy of the recording that could prove that and was told its "not available" and that they monitor the calls. I repeat, we were NEVER told the amount of the gift card would be reduced to $50.Desired Settlement: refund out $75 deposit

Business

Response:

We have refunded Mrs. [redacted] the money that she requested. Please let her know that it may take several days for it to show up on her account.

Thank you and 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. Refund received on 12/15/14, complaint resolved.

Regards,

Review: My husband and I entered what we thought was a drawing for free prizes at the local [redacted] We received a call sometime later from, assumingly the hired Massanutten Resort Marketing Dept. We were offered a $300.00 Visa gift card, and a 3 day, two night stay at the Massanutten Resort for scheduling a resort tour. During this discussion, I asked and confirmed several times about being able to utilize the indoor/outdoor waterpark at the resort (we were familiar that the resort had a waterpark from seeing online videos). My representative, confirmed with his supervisor, and assured me that we would be able to utilize the waterpark. He mentioned no fees or restrictions for use during our call. My husband and I informed our 11 year old son about the trip, and he was extremely excited about attending the water park. When we received our tour confirmation letter, it stated, "while visiting, you can enjoy area attractions that include:"; several resort amenities were listed, including the water park. In very small print with an asterisk, it stated "some amenities require additional fees", however it does not include the asterisk next to which amenities required those fees. So we felt assured we still were able to attend the waterpark as previously informed. We received our tour on Nov. 8, 2014, and following a very personable, friendly tour and sales presentation, we were informed we would not be able to go to the waterpark unless we purchased tickets. When we informed the representatives on site of our situation, they only directed us to a number to call regarding the matter. After a 3 hour drive to the resort, a 2 hour tour and presentation, it was very disappointing to explain to our son that he could not go to the waterpark as promised. Primarily due to false and misleading marketing tactics. When I called the contact number given to me, I experienced long hold periods because the representative could not find my tour appointment in the system. It was later determined that she was unsure of what marketing unit assisted me, so I had to leave my contact information to have someone call me back. When someone did call back, they contacted my husband, at entirely different contact information than what I left them. My husband ended up having to address the concern while at work. He did receive an apology, but no accommodations for misleading advertisement were offered. We still have a 3 day and two night stay to return to the resort (a great time to see if we would be interested in purchasing), and hoped that some commodity for their error would have been provided, however it was not. My husband only received an apology, and a verbal agreement that they would pass the concern up to management.Desired Settlement: It would be great to receive complimentary passes to the waterpark (for our next year stay), as a result of the two forms of misleading information and communication by the Massanutten confirmation tour letter and marketing departments. Massanutten Resorts also need to change their marketing calls and tour confirmation letters to include what exact amenities (not the general statement provided on the current letter) will be available to their customers; to include very specific information on any cost to use those amenities (not just an asterisk mentioning fees, and not identifying where those fees apply).

Business

Response:

I am responding to the complaint filed by Ms. [redacted]. We certainly apologize for any misunderstanding that may have happened. Some of our promotional visits do include WaterPark admissions and some do not. The [redacted]'s package did not. Therefore, as a gesture of goodwill, when the [redacted]'s do visit the resort, I will issue them three complimentary passes for the WaterPark. I am not able to issue them for their entire visit. They will need to contact me directly or my Assistant [redacted] at ###-###-####. They may dial either extention [redacted] or [redacted].

Thank you and let me know if I can be of further assistance.

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.

Thank you for taking the time to respond to our concern. My family and I appreciate it.

Regards,

Review: I purchased a timeshare at Massanutten Resort in April 11, 2010. I was told that the maintenance fees would not go up and that I could sell the property. The first maintenance fee that I received for the property the cost had gone up. Which I paid and was told that the maintenance fees would go up. After that I looked into selling the property and I was told by several sellers that the property was not worth anything and I could not sell it. I recently moved and this year I am supposed to pay maintenance fees. I did not get bill. I called the company and they said that they received letters back the address was wrong but they did not try to call me. My mail is still being forward so I am not sure why I did not get the notification. I did do a change of address with the mortgage part of Massenutten in June but was told today that they are not the same. They sent the bill to collections instead of calling when they received the first noticed that the address was wrong.Desired Settlement: I would like my account completely closed out. The sales person lied about the property and about the maintenance fees. The property is paid for I would like my account completely closed out with Massenutten Resort. If this can not happen I should just be allowed to pay what is owe for the maintenance fee.

Business

Response:

We have 80,000 owners and feel strongly that if an owner changes an address, then they need to notify us. She mentioned that we didn't call however we do not have a department to perform this function. Ms. [redacted] was sent to collections on July 1st and her payment was due in May. We gave more than the required amount of time to allow our owners to pay their maintenance fees. Ms. [redacted] only contacted us after she went to collections. We sent her 3 notices prior to turning the account over to the collection company.

In addition, we offered her a one time deal to pull her from collections if she pays the fees on or before Friday (3 days from now) and becomes an owner in good standing. We rarely do this for our owners and made an exception on her behalf. We are not able to honor her request and release her from her contract. The contract is legal and binding and we expect our owners to for fill their obligations.

Thank you,

Consumer

Response:

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

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

Regards,

Business

Response:

We do not have a resale department for the timeshares that our owners choose to sell. There are several options that Ms. [redacted] may consider. She can call the local Chamber of Commerce and they will give her a list of legitimate timeshare resale companies. Their number is ###-###-####. Ms. [redacted] may also try to advertise it on the internet - several owners have been able to sell that way.

I hope this suggestion is helpful.

Regards,

Consumer

Response:

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

Regards,

Review: My family and I checked into Massanutten's hotel #6 on [redacted] 25, 2014 and when we got to our room we had laid our babies down for a nap. As we were sitting there I saw hair on the bed, so upon further inspection I continued to look and I found so much hair I was appalled by the fact that they just 'missed' this issue while cleaning. I started to inspect the room and found bugs, old food crumbs, trash by the bed side, cigarette wrapper, and someone else's clothes. I called the front desk and they sent the housekeepers to change our bedding and that was it. They offered to switch us to another room but I was already unpacked and I felt that was an inconvenience and they should have sent them to clean it but they didn't. The manager offered me 75.00 a night and I have it in writing but my bank account still reflects 95.00 a night. I have contacted them on this issue twice already and still have not had this issue resolved. The housekeepers need to be aware that if they do not clean properly they could get someone extremely ill...... I also have photos of this issueDesired Settlement: I would like a refund of my hotel stay. I have never experienced this in my life.

Business

Response:

We have had several correspondences with Ms. [redacted] at the resort. We had already changed the charge for her room from $95.00 to $75.00. Then Ms [redacted] spoke with my Assistant, [redacted] and Ms [redacted] refunded an additional $50.00 to Ms. [redacted].

Ms [redacted] did stay with us and we feel that our offer was adequate. She ended up paying a very reduced rate for the accommodations when the refund was considered. We can not do anything beyond what has already been done.

Best Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 1[redacted], and find that this resolution would be satisfactory to me.

Regards,

Review: My wife and I stayed at Massanutten Resorts on April 20, 2014. After hearing constant pounding on the ceiling from the guests staying above us for a couple of hours my wife called the front desk. She told the front desk person what was going on and for how long. The front desk replied that they can not do anything until 11:00 pm when quite hours begin. On the front page of the Mountain Policies & Procedures a paragraph is titled Noise. Under noise it states "Offensively loud or annoying activity is prohibited in units, hotels and on Resort property at all times ..." Clearly pounding on the floor above someone's room for hours is annoying.Desired Settlement: If you have rules enforce them or get rid of them.

Consumer

Response:

An apology will be fine. We stayed the night for free. If we paid I would be seeking a refund.

Business

Response:

Dear Ms. [redacted],

Please let the [redacted]'s know how very sorry that we are for this inconvenience. We actually do start quiet time at 11:00 however, if this noise was continuous, we should have sent security to speak with the person above them.

Once again we do apologize and hope that they visit again.

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. Just wanted them to acknowledge that they were wrong and they did.

Regards,

Review: my husband and I were offered a free weekend stay at this resort in exchange to listening to a time share demo and touring the facilities. We agreed to this. After touring the facility we were offered several different packages for purchasing a timeshare there. We were told how great it was, that we could exchange our week to go many places (all within this RCI book). We asked questions and went over things with several reps for 4 hours. We asked many questions including insurance, liability, fees, etc. We also stressed the fact that because of my husbands job we must take a set week (July 15th week) every year. We even looked at a calendar with the rep we completed paperwork with to make sure we would get it all set up before that week for this current year. He ([redacted]) said we would get our "membership card" within a max of 45 days which fell before that July 15th week. I stressed that we didn't have the funds to pay this timeshare and also pay for a vacation, nor did we want to. After not hearing anything or getting anypaperwork with in the 45 days, I called Massanutten and spoke to Mr. [redacted]. He advised at that time that there was a new system in place with RCI and that ours along with otheres had been delayed and that I should call RCI. I did such several times. They had no record of any paperwork for us and this prevented us from scheduling any vacation. I called the resort back and spoke to [redacted] who is their RCI rep. She was wonderful. SHe helped me try to get a temporary RCI number so we could try and get somethng althought the likely hood was slim do to the time frame we were now working with. When I spoke to RCI, finally having a number, I was told that the weeks I was given by Massanutten were not the normal weeks but were to be used on rentals that others had cancelled and that more than likely would never be able to be used on the week needed. I was furious and called the resort, leaving Mr. [redacted] a message. He wouldn't call me back. [redacted] tried tohelp by putting me through to [redacted] in sales. He said he wanted to make it right and they would give me the weeks I needed but that I would have more expenses (fees, etc.) So...they have $5000 of ours and really don't care that because of their false explaination, etc. that we now had no vacation for this year and will not for the next 3 at least. Our contract reads that the first three years we have a "bonus week" which turn out to be the bottom of the barrell weeks and then starting year 4 the regular weeks begin. I realize that the contract says that the cancellation policy is within 7 days, but we were not aware of all this by then. We were happy with the situation until we go to use it after 45 plus days and then find out the truth.Desired Settlement: Refund by either $5000 in check to us or back onthe credit card we used.

Business

Response:

Dear Ms. [redacted], I am responding to the complaint filed by Ms. [redacted]. Ms. [redacted] is correct that the 7 day recission period is past and we cannot cancel her contract. They signed an Acknowledgment of Representation that both of them initialed saying they understood the terms of their contract and their puchase. The one thing that I would be happy to do is offer them an additional week in their RCI account. If they would call me, we can discuss this and I can get some information from them in order to make this happen. The [redacted]'s can reach me at ###-###-####, ext. [redacted]. Thank you, Candace Matthews

Consumer

Response:

I am declining or rejecting this offer as just by adding a week does not make up for the bait and switch tactics this resort used and uses I feel sure. The package we were told we were buying and what we a thusly recieved do not carry the same rules and regulations. We made specific requests when purchasing this. Had we not been "in it for the long haul" we would not have paid for it in full as we did. Even [redacted] at the resort said he understood and wanted to make it right. Why would you make something right if you did no wrong in the first place???? It's funny how after they get your money you are no longer there problem. I would tell anyone going there for the presentation to beware. We were the for four hours asking questions and going over everything from insurance liability questions to dates we had to take each year for vacation. I new they would say they did no wrong. The 7 day cancellation period is useless. We didn't want to cancel then. It's only when you go to use it that you would be able to tell the discrepancies. That was over 45 days. Regards,[redacted]

Business

Response:

Dear Ms. [redacted], We have no further response. I hope that they choose to use the timeshare they have purchased, as many have lovely, enjoyable vacations. Candace Matthews

Consumer

Response:

They have no further response as they don't care after they have ur money. I can't use the timeshare as I wanted!!!! Don't know what they don't get about that. Regards,[redacted]

Business

Response:

I have advised the W.Va AG’s office that we are unwinding the [redacted]’s purchase. [redacted], please complete that letter I forwarded to you for us to mail confirming. And [redacted], the AG will want to see evidence of the refund, so[redacted] should be copied either on a rescission check transmittal or a confirmation that we have withdrawn any dispute of the [redacted]’s attempt to cancel the charge on their card. [redacted], Esq. General Counsel The Resorts Companies, Inc.[redacted] Office: ###-###-####Fax: ###-###-####Mobile ###-###-####

Consumer

Response:

I have reviewed the response made and am pleased that they are admitting wrong doing. Regards,[redacted]

Review: I was misled on the maintenance fee. I was very clear with the questions I asked, specifically about when my dues were due.

[redacted] was my tour/salesperson. [redacted] had questions for me which I answered as follows:

[redacted]: Are you interested in purchasing a timeshare?

Me: Yes

[redacted]: Would you be interested in one from here?

Me: Not sure, what’s the price?

[redacted]: $31,000

Me: No

[redacted]: Let me see what I can do.

Me: Okay, but nothing is changing here.

[redacted] then came back with [redacted]:

[redacted]: If we could drop the price to $23,000 or $21,000, do we have a deal?

Me: No

[redacted] then left and came back with another deal, but she wanted to know if I would be willing to wait until next year to take my vacation. I told her yes, it’s pretty much October now, and I have no plans to take a vacation the rest of this year, even if I purchased today.

The next offer was under $10,000 and included the gold pass, one week with RCI, and I would still have a three-night, four-day stay at Massanutten. The property I was purchasing wouldn’t be completed until 2016. I thought this could work. I am only 90 minutes away, so it would be likely that I’d spend a long weekend at Massanutten and use my week elsewhere.

I was told my week would be available in January 2016 and I’d have to wait 2 to 45 days from the time I wanted to book with RCI. I was at the resort on September 26, 2015, and was told my maintenance and RCI fees were added into the cost and the next payment would be due in October 2016.

It is now December 14, 2015 and I am trying to get information from RCI on the cruise, because I’m within the 45-dayS-from-January time period and thought I could get some information, since this is my first time using RCI. I still want to take the cruise in June, but I wanted to see if any additional fees would be added. RCI can’t see my week with Massanutten, because it hasn’t been deposited yet—the maintenance has not been paid. RCI told me to contact Massanutten and have them deposit it.

I called Massanutten and was told they want my maintenance fee paid first. I already paid this (see above, where I was told my maintenance and RCI fees were added into the cost). After being transferred three times, I finally talked with the person who did my closing. I was told that before we can reserve the week, we must pay an additional $322.50.

This really set me on edge, because I was told my maintenance was not due until September or October of next year. Now I’m being told no, the maintenance fee is due in May, and I won’t receive my week until it’s paid. I spoke with [redacted], who is the person I worked with on the closing. [redacted] told me maybe I misunderstood what [redacted] said. I informed [redacted] I hadn’t misunderstood anything. I specifically asked when my week was available for me to use and when I would need to pay my RCI and maintenance fees.

At this point I won’t refer anyone to get a timeshare from Massanutten: I would tell them to go somewhere else, because they don’t stand behind anything they say. Something should be done.

I was led to believe I had already paid this maintenance fee and, therefore, 2016 was covered for that fee. Now I’m being told that’s not what they meant. I would have never have purchased this timeshare if I knew I would be required to pay an additional charge in January.Desired Settlement: I was told that this was already paid in the total provided to me. The company should honor it's word, and it should be paid and not by me.

Business

Response:

Thank you for allowing us to reply to Ms. [redacted] complaint. First, we would like to apologize for any confusion or misunderstanding about the manner in which the maintenance fees are billed. During the sales process guests are often shown multiple properties with different purchase options, which can lead to some confusion. As part of the purchase process we do provide an acknowledgement form that reviews the maintenance fee process for the particular unit that is being purchased. It is my understanding that we had Ms. [redacted] closing officer [redacted] reach out to her by phone to help clarify any misunderstandings on how the maintenance fee is billed. If we can be of further assistance in assisting with her getting a reservation for the week that she owns we will be more than happy to assist. Again thank you for the opportunity to reply to the complaint and please let us know if we can assist Ms. [redacted] with the reservation process. Sincerely,[redacted]

Consumer

Response:

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

I did receive a call from [redacted] on December 21, 2015 at 2:28 PM, asking me if heard from [redacted]. When I told her that [redacted] left me a message with the wrong phone and that I had filed a complaint with the Revdex.com, she ended the call. Nothing else was said or discussed. We were on the call for a total of 1 min 27 sec. I still have the time/date of call. My question about the maintenance fee was very clear and the answer I received was clear. I didn't misunderstand anything. When doing the paperwork, it was rushed through and done very fast, but the question was asked and answered before completing the paperwork and before I agreed to anything. Also, I was only shown one property, not multiple, maybe it's some confusion on their part? They lied to make a sale!

Regards,

Business

Response:

Thank you for the opportunity to respond to Ms. [redacted] complaint. Ms. [redacted], I am sorry for any confusion I would be more than happy to explain in further detail the manner in which your maintenance fees are due. There can be some confusion as to how the maintenance fees are paid on a bi-annual product, if that is the case please feel free to speak directly with our owners association at [redacted]. I would also be more than happy to provide you with the acknowledgment form that you initialed at closing that covers the 2015 maintenance fee that was due to be paid. If you feel that setting up a monthly payment plan would be beneficial to spread out the cost of your annual maintenance fees we will be more than happy to set that up for you as well. Please let me know if there is any manner that we can assist with your ownership.Sincerely,[redacted]

Consumer

Response:

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

This company needs to reported as to how they mislead customers to make a sale. It should be against the law to allow a business to conduct business this way. It also needs to be noted for other customers looking at this business, I'm sure I'm not the first customer this has happened to and won't be the last. This is a shady and unethical

way to do business. Nothing has been resolved and I don't believe any investigation was done, as I wasn't contacted?

Regards,

Review: On April 19, 2015, I signed a contract with Greater Eastern Resort Corporation in Massanutten, Va. On May 13, I expressed mailed a letter requesting to cancel this contract. My husband retired military with 100% disability who after contracting a deadly disease in the military died on January 15, 2015. I explained that I signed the contract after pressure from the sales people while still in morning and under duress. I explained that I made a mistake and was grieving my husband's death o 3 months ago. The sales people insisted that this is what I needed and I signed. After a view days of thinking I realized I had made a mistake. I called the resort and talked to more sales people who made promises of what I could use the resort for and suggested that I call back. Not realizing the contract had to be canceled in 7 days. I called to cancel before the 7 days but when I was told to call back the 7 days was over. I made several other attempts to call and was told that I would get a call back. My husband of 40 years died 3 months ago and I was in no condition to sign any contract. I sent the Resort a copy of the death certificate and asked them to cancel my contract and I was denied. Also, fraudulently, I was forced to place my 2 daughters name on the contract. This company does very bad business. The resort does not give you what they offered and mislead my daughters into believing their names had to be listed on the contract to use the property. Please help us get this dispute resolved and let all other customers know what this company is and how they do business.Desired Settlement: Cancel my contract and issue a full refund.

Business

Response:

I am writing to you regarding the complaint filed by Ms. [redacted] I certainly empathize with her situation and wish that I could accommodate her with an amicable solution. I do not have the authority to cancel her contract and refund her money.I have spoken to the sales manager and he does not see any wrong doing on the part of Massanutten. Massanutten cannot "force" anyone to do anything they are not willing to do. Unfortunately, this appears to be a case of buyers remorse and the time for cancellation has expired.I hope that Ms. [redacted] gives Massanutten an opportunity to provide a wonderful vacation experience that she can enjoy for many years to come.Please let me know if I can be of further assistance. [redacted]

Consumer

Response:

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

An amicable solution would be to refund my money and void the contract since I attempted to cancel before the seven day deadline. [redacted] responded to the complain, which means she is aware of who has the authority to release me from a contract that I was pressured and fraudulently entered. The Sales Manager and Representative is payed on commission so naturally they would not admit to forcing anyone to sign a contract. Massanutten misrepresented their program and they know how they do it. I have talked to many other customers who have been treated the same way. You are making a practice of defrauding the public out of money. The States Attorney should look into your practices and stop you.This is a case where the buyer feels cheated and lied to and the cancellation had not expired when I first voiced my intensions to cancel. Massenutten is a company desperate to make money off of anyone that they can swindle and mislead. I will be seeking legal advise.

Business

Response:

I have spoken with the Sales Manager once more regarding this complaint. We certainly appreciate Ms. [redacted]'s husband's service and empathize with their situation. However, we are not able to cancel their contract. A cancellation letter required under the Virginia Time-share Act was received 30 days after the purchase date. This is well beyond the seven days required.Ms. [redacted]'s daughters are adults and both are owners who filled out the required documentation also. They are grown and responsible adults and also chose to purchase at this time. We have all of the signed documentation and expect them to meet their owners obligations.Ms. [redacted] is certainly welcome to pursue another avenue regarding this issue, however her contract with Massanutten in legal and binding.Please let me know if I can be of further assistance. [redacted]

Consumer

Response:

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

My request for cancelation was well before 30days. My daughters names were placed on the contract only to use the resort when I was not going to be around. One daughter was in the car and told she had to come in and sign. My daughter that was in the car never signed some of the forms. She only signed when we were in the office with Mr. [redacted] and he never explained to her what was going on. We were lied too and forced to sign that contract. You bring people in and mislead them into believing that they need to do this and once they think about it after leaving you they are unable to cancel the contract. You never charged my daughters any money. You told them that their names had to be on the contract to be able to use the resort and that is the only reason they signed. We are getting a petition started with over a hundred people who said the were defrauded in the same way. Once they receive their Revdex.com ID Number we will take this to court. Your actions are nothing short of criminal.

Regards,

Business

Response:

Massanutten does not do anything that is criminal and would not be as successful as we are if we did. We are holding to our promise to deliver exactly what Ms. [redacted] and her daughters purchased. Massanutten has nothing more that can be done other than honor the contract. 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.If Massanutten did not do anything that is criminal and is as successful as they claim to be they would not have lied and said that my daughters were only on the contract to be able to use the facilities if I was not there. Massanutten would allow me to end this contract if there were no criminal acts involved in this deal. Massanutten needs to do the right thing and end this contract. I have spoken to many other people who were coerced into purchasing property in a contract with Massenutten and they are willing to go to court to testify of their criminal acts. Thank you.[redacted]

Review: I am an owner of Massanutten. I reserved my week, which was week 47, after checking in to the resort, I was asked to take a tour, which I declined. I was contacted by phone to take a tour, I declined again. I received another call the next day to take a tour I told them that they are very persistent. I was told that there was invaluable information that owners need to be aware of, so I accepted. My tour guide, [redacted] was very professional and knowlegable. Then came the pitch to sell. I told them I was not interested. So She called over her superior [redacted], he went away and came back with another offer. I told him I was wasn't buying, he asked why. I told him it was my choice not to. I told him it was time for me to leave, he told me to leave and told [redacted] to discontinue all conversations with me. He got upset and told me I was mooching. This is unacceptable behavior. I don't appreciate being talked down to, I am not a charity case, looking for freebies. I filled out an incident report. I did receive a call, but I didn't get the guys name because I wasn't in a place where I could hold a conversation, so he said he would call me back later. He never did. These people are too aggressive.

Business

Response:

Dear Ms. [redacted],

I am responding to the complaint by Ms [redacted] regarding the sales approach at Massanutten. Massanutten is a very successful resort and we accredit this success to the efforts of our sales department.

We certainly apologize if Ms. [redacted] felt that the approach was too aggressive. I have forwarded her complaint to the appropriate sales manager and I am sure they will address the issue in the proper manner.

Once again, we apologize and never want anyone to be treated rudely,

Best Regards,

Candace Matthews

Hospitality Service Director

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 appreciate the apology from Ms. Mathews concerning the aggressiveness of the salespeople, however, I didn't hear that this guy will be reprimanded and re-trained to deal with the public on a more professional level.

Regards,

Review: I recently completed a tour of the resort, for which a $75 deposit was required. This deposit was to be returned in the form of a visa gift card following completion of a 90 minute tour. I completed the entire tour, which took 2 1/2 hours, and was told the person with the gifts would not be there for another 30-60 minutes. Due to the tour estimated time being 90 minutes, I had other obligations and could not stay for another hour to collect my gifts. As I did complete the entire tour and listen to the timeshare sales pitch twice, I believe it is more than fair to receive my $75 deposit back.Desired Settlement: I would like my $75 deposit back in the form of a visa gift card, or put back on my credit card.

-I was also to have a 4 day 3 night stay at the resort, which I no longer want given the extremely negative experience of this tour.

Business

Response:

We are sorry that these guests did not receive their gift. We will be sending them the Visa Card I the mail. We hope this helps.

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 gift.

Regards,

Review: I will have to search for the deed. What transpired exactly was the credit card authorization form had a notation to add my sister. I would have to sign and so would she before the last payment was made if this intention was to be made reality. This is not a legal letter of intent, nor did my sister ever sign a document nor have anything notarized and sent in. I just don't see how an individual can be added to a deed without having ever signed anything. I don't believe the company has acted out of malice; however, it is not legal and I have asked them to correct this and they have refused. The last email I sent requesting this to be fixed, before complaining to the Revdex.com, was ignored. I see only legal action as a way to resolve this. I'm stunned at their behavior as I have been an owner there since 2005 and I currently own the most luxurious they have. The whole unit, not half. I explained to them that I never sent in the paperwork required to add her because there would be a problem with Owner's Weekends since my sister cannot leave her 3 kids to attend. My sister never signed anything. How can she be added to something without her consent? Thank You, [redacted]Desired Settlement: I would like the mistake of adding my sister's name to the contract corrected. I never signed the necessary paper to make the changes and my sister never signed anything. She was not present when I first inquired about making the change.

Business

Response:

Hi Ms. Wright, I am responding to the complaint filed by Ms. [redacted]. Ms [redacted] has been in correspondence with our company attorney. I have attached a letter written by [redacted] that explains the entire situation to Ms. [redacted]. We received her request in writing and followed her written instructions. Should Ms [redacted] care to remove her sister's name from the deed, then she will have to do this at her own expense. I have also attached the document that gives Massanutten/Great Eastern permission to add her sister's name to the deed. Please let me know if I can be of further assistance. Regards, Candace Matthews Hospitality Service Director

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. Hello, As I stated previously no papers were signed by myself or my sister to finalize this. I should not have to pay for anything to be corrected as what they have done is not legal. Also, let me state that [redacted] & [redacted] wouldn't even return my calls and only responded when I emailed them from my work address. The representative that I done with at Massanutten on the other hand was great. I was told that my sister's name should not have been added as there is a notation in my file saying that the papers for adding her were never signed. Please have this illegal action corrected as soon as possible. I can't believe this company and law firm are refusing to honor my request for something so simple and not my mistake but theirs. I find it disgraceful and will not be further recommending this company to my friends and family. Let me be clear, Massanutten is not to blame here. The mother company is and the law firm. This could've been easily and quietly resolved. Regards,[redacted]

Business

Response:

Ms. [redacted], We have nothing further to add. Our attorney has corresponded with your client and have told her that this is now her responsibility. Please have a nice day! Candace Matthews Hospitality Service Director

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 do not see that this is going anywhere or that the Revdex.com is doing more than being a middle man. The documents that needed to be signed were never signed. At the time I was told that if I didn't want to finalize the process then I just shouldn't sign the documents. I didn't sign and neither did my sister. Therefore, this is not legal. Please correct this immediately. I have had no proper communication with their lawyers. Their lawyers did not respond to my initial phone messages and their response to the email was that they sent it on to Greater Eastern Resort. The lawyers have done nothing. And neither has Greater Eastern. How can it be any more plain than I did not sign the papers and neither did my sister. This mistake must be corrected immediately. If you need a witness to the fact of the situation and how it was explained by the representative then you can call the woman that was showing me the property that day. I can provide her name but do not prefer to do so publicly without her knowledge or permission.Regards,[redacted]

Review: My wife and I purchase a time share for Regal Vistas Massanutten in July 2014. At the time the sales person [redacted] explained we were purchasing 1/2 unit (or 2 bedroom unit) for 1 week and the points for this unit could easily be used in other parts of the year. . At the time of purchase my husband and I explained fanatically that we could only travel during March and the summer months because we have two small children (whom were present at the time of the sale). However, after purchase, it became extremely clear that all or most information at the time of sale was an inaccurate and we do not even have enough points to exchange on the week we actually own (which is on RCI for 44,000). We have made several attempts since Jan 2014 to work with other employees (sales, closing agent, [redacted] the RCI person at the resort) and basically no one is able to help us to get a resolution or to get this resolved on any level Actually one employee confessed they had never had this to happen before and didn't have any authority. I have explained to several parties; Massanutten basically sold a product that is unusable, but expect payment when they could be in a breach of a contract; services not rendered as advertised.

Business

Response:

Dear Ms. [redacted],

This complaint has been settled and the sales manager, after speaking with them on several occasions, has agreed to refund the money for their timeshare.

Let me know if I can be of further assistance.

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 when the business refunds our money in a timely fashion, I will consider this complaint resolved.

Regards,

Review: Me and my husband paid a reservation fee for the resort tour of $100. We drove their on the assigned day when we encountered some heavy traffic along the way which caused us to be an hour late. We were 3 hours in our travel at that time so we called and they said they would not give any more tours that afternoon. GPS told us we would be there at 1:25pm but they did not give the tours after 1:00pm. so we had to go back home which basically is a waste of our day. We called back to resolve the issue but they told us to go back and do the tour again since our reservation is still valid. But with our experience with the sales/tours, we do not wish to go and drive all that way again and we do not see ourselves having our vacations there in the future.Desired Settlement: We want Masanutten to refund our money since we do not want to do business with an inconsiderate company.

Business

Response:

Dear Ms. [redacted], We are happy to resolve the complaint for Ms. [redacted] and refund her money. Please let her know that this may take a couple of days. Thank you very much. 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: This business got on the line and told me that I was selected as I signed up previously from a local pizza hut for a drawing for a free 2 night and 3 day vacation that appeared as I was a winner. They got me on the line and my wife and I was disposed so I had to leave and just told my wife to talk to them. They proceeded to sell this to her and got her to give a credit card from a joint bank account both our names are on. They charged 75 dollars while I was not present to give my approval of this transaction. They proceeded to claim I had to meet them in their headquarters if I wanted to get my 75 dollars refunded on the 23rd of august. They will not return my money and provided no service for me and I do not want to drive out to meet them. They set this up without both parties approval on this joint bank account and have no right to maintain these charges as they did not provide me with any service whatsoever. I tried calling them and they will not refund this.Desired Settlement: I need a refund the number I called was ###-###-####. They call themselves massanutten resort great eastern resort corporation.

Business

Response:

It is my understanding that Mr. [redacted] spoke with someone in our marketing division and has already been refunded for this situation. If you find that this is not the case, please let me know. Regards, [redacted]

Review: We bought a 3 day 2 night conditional package for $99 to stay in Massanutten at the NEW CONDOMINIUMS, the promotion being that the resort has built new condos and wants people to know more about it and spread the word. The condition being that we were to attend A 60-90 MIN SEMINAR for which we were going to get a gift card. When we got there, we were given accommodations to one of the older condominiums where the locks stopped working, half of the electrical outlets didn't work, room smelled of cigaret smoke. NOT THE CONDOS THAT WE WERE PROMISED TO STAY. We drove 3 hours to get to Massanutten so we had no choice but to take this room. We were not told that we were going to be charged extra if we missed the Seminar. But we did attend the 8AM SEMINAR, which lasted almost FOUR HOURS (230 MINUTES) and was going to last longer if we didn't start being short we them. During those 230 minutes we were SHOWN the NEW condominium. after which we got our promised gift card.Desired Settlement: We would like to be reimbursed for the $99 package which did NOT fulfill it's claim.

Business

Response:

Dear Ms. [redacted], I am responding to the complaint from Mr. & Mrs. [redacted]. The [redacted]'s were here on a promotional package and we did not hear from them during their stay regarding their dissatisfaction. Our promotion packages ask that you remain on the tour for 60-90 minutes however, after that you are free to leave. Mr. & Mrs. [redacted] did not have to stay any longer than the required time. I am not able to honor their request for the reimbursement of $99. 00 because we delivered what was promised and they stayed for the entire promotional stay. Please let me know if you have any further questions. Best Regards, Candace Matthews Hospitality Service Director

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 read their response and I would have to very much disagree.First. We DID complain to the office, and all we got was the name and phone number of their marketing team, saying that we should take it up with them since they got us to by the Massanutten package. Second. We could NOT leave. And were forced to stay almost 4 hours before we were given our coupons. Third. We were promised two night and three days in the NEW condominium, but we were NOT given the new condominiums. Instead we were given the OLD condominiums. (Staying in the new condos was the ONLY reason we even considered the package.)NO, we DID NOT get what was promised to us.[redacted]

Business

Response:

Dear Ms. [redacted], I was not there for the verbal conversation, however I do know what the terms of the promotion are and what is actually written on the confirmation. We do not put our promotion guests in our newest products. The reason is that we want to tour them and hope that they see something new and wonderful that they would like to purchase. We have nothing further to add to this complaint. We will not be refunding the money. Thank you and Happy New Year. 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 completely understand your response, and very much agree with the reasoning. Had we known this, we would have moved on and let this opportunity be passed to someone else who would have loved it, as we were not interested in staying in the older homes. In fact this was the only selling point for us that we were to stay in the newly built condos. (Having been to Massanutten before, we knew the conditions of the older condos and did not want to drive 3+ hours for it).Regards,[redacted]

Review: On 11/13 I was contacted by Massanutten Resort telling me I had won a free weekend, and a $200 visa gift card to use while there. I was on the phone with them for about 30 minutes. The first sales pitch they gave was that we had to choose a weekend in December 2014 for our trip, and we had to decide while on the phone with them right that minute. I told them that was impossible, as we need time to arrange child care for our 2 y/o daughter. The pitch then changed to telling us we could come down on a weekend day and just do the 90 minute tour (90 mins was repeatedly emphasized), and then we'd have 1 year to do schedule the vacation itself. Again, we had to decide *right then*. We did agree. Only then, after we said we'd go, were we told that we had to put down a $75 deposit for the tour. It would be refunded as part of the $200 visa gift card on the day we took the tour. We agreed, and scheduled the tour for 12/13.

We received our confirmation letter a week or so later. The confirmation letter states that we would be given a $50 gift card, not a $200 gift card. Even if the amount did not include the $75 deposit, that total would still only be $125 - still less than the $200 we were told on the phone. The confirmation letter also had fine print stating "While visiting, you will be required to attend an approximate 90-minute courtesy tour" as well as other fine print stating "Massanutten Resort reserves the right to alter or change the terms and conditions [of this offer]. Given that the confirmation letter already stated the gift card would be less than what we were told on the phone, we did some research into how long the tour would be. We were very clear on the phone with them that we could not do more than 90 minutes with a 2 year old with us. In the research we did, we found *many* reports of tours taking 3-4 hours - and some taking even up to 7.5 hours!

As it ended up, our daughter came down sick right before our tour, and we had to cancel. I called the number listed on the confirmation letter which turned out to be the resort's direct number. I said that we would not be there for the scheduled tour, that our child was sick and that we felt we were lied to on the phone as what we were told was not what we were finding with our research. The woman at the resort re-emphasized that they do not re-schedule or refund tours, and said that was a "different company" that I spoke with, and told me I would have to call them separately to complain. On Tuesday, 12/16, 3 days after our scheduled tour, I received 4 phone calls from a number that - when googled - came up as belonging to Massanutten Resort. I attempted to call the number back, but received no answer. That same number called back again tonight. The woman on the phone wanted to re-schedule my tour (something I'd been told multiple times they couldn't do), but it had to be for this weekend. I told her that wasn't possible for multiple reasons. I also stated that we felt the original phone call lied to us and explained why (as above). She assured us that the tour was only 90 minutes long, but also repeated that it had to be this weekend. I said that still was not possible, at which point the woman got rather rude and said "Ok, we'll move on to the next family then" and hung up.

It is very clear that the resort and the telemarketing company they have calling are not on the same page. We were promised a different gift card amount on the phone than we received in writing, and the writing from the resort indicates that they can change terms/conditions (which includes length of the tour) while the telemarketing company assures you it will only be 90 minutes. We do not feel we can trust the resort to uphold the terms that the telemarketing company has laid out, and we refuse to take that risk with a sick 2 year old in tow.Desired Settlement: I would like a refund of our $75 deposit, and to not be called by Massanutten again.

Business

Response:

We have refunded the money to Mrs. [redacted] and made sure that she has been put on a "do not call" list.

If we can do anything further, please let me know.

Thank you and I hope you have happy holidays.

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 checked my credit card account, and the money was refunded to the card as promised. I consider this complaint resolved.

Regards,

Review: I am a time share owner with this company for many years. Due to some recording error, I forgot to make a payment for 2015 ownership. They have sent the bill to a collection agency. The bill is now 49% higher, includes 49% penalty (Interest, collection fee..for being only 3 months late.) I called the company for review. They just told me I am late and I have to pay the bill plus penalty. I am getting many calls from this company for selling new time share and vacation. My question is: Couldn't they have called me for this bill to avoid penalty? Couldn't they have sent the bill in different color for my attention. As I said due to error, I all along though that I have paid the bill and this is a mistake and repeat bill.Desired Settlement: 1. I am requesting billing adjustment.

2. I am requesting that any bill past due should be sent to the customer in different color.

3. prior to sending any bill to collecting agency, a phone call should be arranged.

Business

Response:

I am writing regarding the complaint filed by [redacted]. My Assistant [redacted] and I personally spoke with Mr. [redacted]. We both conveyed to him that we initially billed him in November, 2014 and his bill was due in January, 2015. We mailed 3 notices to Mr. [redacted] reminding him of his maintenance fee that was due and the association actually gave our owners an additional 2 weeks before they were referred to our collection agency.Massanutten has 80,000 owners and it was explained to Mr. [redacted] that we are not a phone room and cannot call each of our owners and remind them that a payment is due. We expect our owners to assume some responsibility for their own payments. We have given our owners approximately 4 months to pay or to call us an set up a payment plan before we turn them over to collections.Massanutten feels this is more that adequate time to expect payment.Please let me know if you need anything further. [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 talked with [redacted]...Passed on to [redacted]....She couldn't explain the situation. I asked [redacted] for her supervisor. At the outset of my conversation with [redacted] (supervisor), she stated that she has been listening to my conversation with [redacted]. I objected to her unauthorized listening of my conversation with [redacted]. She hung up on me. This issue of unauthorized listening to my conversation will be followed from another legal channel.Her explanation in the email does not cover the risk imposed to time share owners and consequently inadequate.

Regards,

[redacted] , Ph.D.

Review: I spoke to [redacted] & [redacted] and I explained that the time they were scheduling me for may not work but I would have to get back with them, Dec 4th thru 7th 2014, I was trying to contact my sister while on the phone with [redacted], she gave me a confirmation # [redacted] and I again explained, they were having a birthday party at the water park I did not know at the time I was speaking to them the party was just for the day, and I kept telling them, If they pull up the recording from that day, they make it clear you may be recorded for quality assurance, well they need to pull that data, because these people are very pushy, and dont take no for the answer. I should have never called them about this I did not know at the time it was a time share, I saved the stuff I got in the mail, its miss leading, once you call your roped in, I just want my $75.00 credit back to my card, I will call my credit card company and have it removed, this is bad business and if they think I would visit them now they are wrong, fine give me a free weekend but I wont buy a timeshare with them, I spoke with [redacted] at ###-###-#### and I think she is trying to help me,I will be following up with her also. She said she sent something in mail but I never received it. Please help contact me at ###-###-####Desired Settlement: Refund or if they want to pick another weekend that works for me fine, but again I will not buy a timeshare from them, I did not feel the warm fuzzy with them.Why would I buy anything now:) I have been to Massautten before with friends and I may go back agian, just would not deal with this company!

Business

Response:

We will be refunding Ms. [redacted]'s $75.00. Please let me know if you need anything else. Please let her know that it may take a couple of days for the transaction to go through.

Sincerely,

Review: I recently purchased a timeshare for Massanutten from a third party ( owner that wanted to sell) When I went to obtain my owners card I was told that due to the fact I purchased it not directly from the resort I was not eligible for an (gold card) owners card. At this establishment they have an owners lounge, parking lot all of which I am not able to use due to their "policy" and that's not even going into the discounts associated with being an owner. No where on the signs for either of those things is there any disclaimer telling me I will not be eligible to use even as an up to date maintenance fees "owner". I pay the same amount of fees yearly as does a person who purchased directly from the resort but am not offered the same things as them. They have told me I can get a temporary owners card only for the week of my timeshare. But once again none of their advertising for these things states that I wouldn't be eligible only due to the reason of where I purchased this property. I would really like to make sure this doesn't happen to another family who might want to invest their hard earned money into this establishment.Desired Settlement: My rightfully owed owners card and a change to their advertising signs for the lounge and parking lot to explain to people on how this establishment likes to discriminate based upon where you purchase . This day and age spending any money can be a tough decision but to invest in a place only to be treated like an outsider is a hard pill to swallow and I don't want any other family to make the same mistake I did.

Business

Response:

I am responding to the complaint from Mr. [redacted]. I just left a message on Mr. [redacted]'s answering machine.

I explained that the gold card and certain privileges are a perk of buying directly from Massanutten. It is true that Mr. [redacted] pays the same maintenance fees. However, by buying from a resale company or other party, this does limit him to only using certain amenities during his owner week and he is not entitled to a gold card. The fact that Mr. [redacted] pays the same maintenance fee is irrelevant because he did not pay the same amount for his timeshare as those that buy directly from us. We appreciate when our owners buy directly from the resort and therefore offer some incentive to do so.

In addition, legally the person that Mr. [redacted] bought his unit from should have supplied him with a certificate of resale and Mr. [redacted] would have known exactly what his ownership includes and what he is entitled to. The fact that this was not done, is not a fault of Massanutten. The owner should have supplied this document and the buyer should have requested it.

In my message to Mr. [redacted], I explained that we definitely were within legal bounderies and that he was more than welcome to write a letter to the board with his concerns. I gave him the address to do this.

If you need anything further, please let me know.

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 would like to thank the Revdex.com for hearing me out and moving forward with my complaint because with out them I still feel a return phone call from Massanutten would not have happened. But I however do not agree with the "resolution" . The fact that the signs in lounge and parking lot state "owners" . Am I not an owner based upon where I purchased this property? As for the company stating in their voice mail and resolution that they are in their "legal" right to withhold my "perks" . My question is if I am considered an owner why am I not allowed to use owner lounge or owners parking lot? That has nothing to do with gold card. The company should look at their signs and put an asterisk in all of them.

Regards,

Business

Response:

I will certainly pass Mr. [redacted]'s comments on to our Board of Directors. I have checked with our legal council and we are within our rights to set policies at the Resort. We are sorry that Mr. [redacted] does not agree with them but we ask that he abide by them.

Thank you and I consider this matter closed.

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.

Since there is no regard to owners relationships within this business. I would at least like an update as to ensure this is brought up to the director's. I always abide by rules so I don't believe you trying to reinforce that to me is necessary. Thank you for strengthening my resolve to bring my money ,friends, family and all whom I speak to about going to wintergreen where owners and customers are treated with respect and not like an unwanted outsider. Also since you only honor purchases from you with these provisions do you offer a buy back on properties? I would very much like to no longer be an owner at this resort. For if I sell it personally I would only be partaking in making someone else feel this way.

Review: On January 14, 2014 I attempted to contact Massanutten Resort four times to discuss alternate options for the timeshare I and my fiancé are currently paying. Upon my fourth unanswered call, I was transferred to [redacted], of Extension [redacted]. In my two years of doing business with Massunutten, myself and fiancé have paid two down payments and have had perfect payment history until Dec. 2013. We have referred people to the resort based on the quality, what we believed to be a excellent family oriented business. We, like many American’s are now enduring hard times. I contacted the resort to work out an amicable situation that would allow us to maintain a timeshare with the resort and continue our relationship with the company. I have missed one payment and today was made to feel like a common crook, not a respected patron of a long standing business.

From the beginning we were told, this resort would allow us to have a family place for our growing family and that the agents of Massanutten would assist in helping us rent our timeshare to defray the costs of the monthly timeshare. We were led to believe during our “complimentary owner’s visit”, which offered a free breakfast but was actually a bait and switch technique to sell us a dream. Our free breakfast required us to meet with an agent, who misled us. We were sold a partnership; we told we would have access to a family resort and the assistance of our agent in renting our timeshare as a source of profit. We were told the resort would support us, walk us through all of the processes and that our agent would be in touch with us ALWAYS. After signing on the dotted line, we have never heard from either of our sales agents. When contacting the resort for information, we receive confusion and coldness. We are transferred from agent to agent, never receive a call back regarding our account, rental options or any inquiries we make.

Today, that coldness was not only cold but a threat. When asking how I can continue to maintain my timeshare, at an affordable rate I was threatened. I was not advised we regret any concern or issues you have recently encountered. I was not told let me see if there are any options we can work out for you. My growing tenure and potential as a timeshare owner was not acknowledged. I was threatened. I was told by [redacted], of extension [redacted] that “Unfortunately and this will sound nasty you had all of this before you got pregnant… had a mortgage…(shot my family’s current issues back at me) therefore we are going expect our money for our timeshare-we will take what ever recourse we can to recup our money”. I was further threatened, with “You will be foreclosed on, and you will pay our lawyer fees”. I thought to myself- I have referred five people to this business including my brother, also an owner at this resort…how? When visiting the resort we talked about our daughter and how much this place meant to us as a family. But according to [redacted] my daughter, my family and unborn children don’t mean a thing. I further thought, I am behind one payment- and this is how this company treats me.

Let’s review, I contacted them- they have not reached out to me regarding the payment or provided me with a payment book. My missing payment should have been received on 12/25. I inquired regarding any alternate options, advising I had reviewed your company’s Revdex.com standing as an A plus. This indicates that your business does everything in its power to satisfy the consumer when a concern arises. [redacted] advised me in a scathing voice, that my research was wrong. At this point, I requested her last name and her supervisor name. [redacted] advised that I did not need her last name, nor her supervisor’s and provided me with both of their extensions. I have left two voicemail for [redacted]’s supervisor requesting a call back to discuss my time share. I have not received a call back. [redacted] may not have cared who I was, or that I was trying to ensure our business relationship remained intact but I would no longer continue speaking with her. She had not asked or indicated she knew the standing of my account or offered me any payment options. She only THREATENED me. She threatened my credit, my livelihood and ability to take care of my family. She belittled me as a person for trying to do the right thing, be forthcoming and honest with my lender.

I am no longer comfortable with doing business with this company. This experience was truly a slap in the face. I endured the fact that we had been misled regarding the timeshare value and access to the RCI catalog. I have been misled by your sales agents, regarding the profitability and ease of doing business with Massanutten. I have been threatened when trying to resolve our billing concerns and feel victimized. Our missing payment should have been received on 12/25; we received no collection calls or activity from the resort. I proactively contacted my lender for an alternate resolution. I contacted your organization to see what affordable options could be provided to my fiancé and I. We are a young couple and truly loved Masunnetten. We are requesting an alternate timeshare option, which is affordable to us. We have paid two down payments, and are in our second mortgage agreement with your company. In our time as owners, we have referred our family and friends to this company. We have benefitted from your referral program because our word of mouth. Our family even talked recently of a family reunion at the resort between multiple families. Respectfully, despite the recent experience with your company and realization we were misled, and lied to regarding our timeshare- we still request an affordable alternate option to which we presently have. We cannot afford the monthly payments of $328.22 for ten years. We are faced with new financial challenges, and request assistance in continuing our business relationship. We are aware that there is an option of $4000.00 timeshare package/option to retain our timeshare and request to move our timeshare to this package. If this is not an option we request the resort to take ownership of this timeshare from us.

Please see my resent contact attempts and experience with the company.

1/10/2013 4:50 pm; placed on hold for 13 minuets and than hung up on

[redacted], Ext. [redacted], Ext. 130

Called [redacted], Ext. 130; 1:01 PM

1/14/2014 Two calls, all unanswered and transferred to a voicemail during business hours with no return calls

1/14 12:45 PM : Left VM

1/14/14 12:52 PM: Spoke to [redacted]

1/15/2014 4:30 pm VoicemailDesired Settlement: We are aware that there is an option of $4000.00 timeshare package/option to retain our timeshare and request to move our timeshare to this package. If this is not an option we request the resort to take ownership of this timeshare from us.

Business

Response:

Hello Ms. [redacted],

I am responding to the complaint filed by Ms [redacted] regarding Massanutten Resort. I have researched this thoroughly and find no fault on the side of Massanutten. Ms. [redacted] was given exactly what she contracted for and also signed an "Acknowledgement of Representation" stating that she understood the things she is now disputing.

Ms. [redacted] spoke with Ms. [redacted] recently and Ms [redacted] explained to her that there were no other financial options available to her. They spoke to her and offered Ms [redacted] one option but she was not able to put enough down on the payment. Ms. [redacted] continues to tell those that she speaks with at the mortgage company that she is pregnant and cannot afford the timeshare any longer. This is a personal matter and we have a professional relationship with Ms. [redacted] which is bound by a contract.

I hope this is of some help and please let me know if you need further information or a copy of the "Acknowledgement of Representation" that she signed.

Best Regards,

Candace Matthews