Massanutten Resort

Review: We arranged a trip to the resort to listen to a 90 minute talk about timeshares. When we made the reservation we were excited to go and understood that we would receive our deposit back when we arrived. When I made the reservation I asked if something serious came up who could I talk to about a refund they gave me the corporate number. My husband's company changed his days off and I lost my job in the same week. He no longer has 2 days in a row off. I called the company and tried to explain this and get a refund. They said NO refunds or reschedules. I tried to explain and she was very rude and just talked over me and said the room would be ready. I told her we couldn't come and couldn't afford to take days off to make it. She was very uncooperative and rude. She offered no resolve to the situation. She gave no leeway to the fact that things happen and I should just kiss my money goodbye.Desired Settlement: I would like a full refund for the deposit I made $75 was charged to my credit card. We can not go and would not want to now that we know how rude they really are.

Business

Response:

We certainly apologize to Ms. [redacted] and have refunded her card. Please let her know that it will take several days for it to show on her account. We apologize and we hope that she will plan to visit Massanutten in the future. Thank you, [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. Did get the refund.

Regards,

Review: Refund of deposit based on not receiving time/location/duration due (NLT 10/30 via email) information as informed at the time of deposit.

On Wed, 10/29 I made a reservation with [redacted] contingent upon receiving the time/location/duration of the luncheon to be held 11/15. I was supposed to receive this information via email. I did not receive the contingent information regarding the deposit, nor did I receive a receipt. I contacted Massanutten on 10/31 to explain why I was requesting this refund. I clear stated that the deposit was contingent on them providing the actual information for the event on 11/15, which was not provide. They state their policy of no refunds. However, this policy was not read in its entirety or provided in copy at the time the deposit was made, contingent on delivery of time/location/duration of the 11/15 event by email no later than 10/30.Desired Settlement: Refund of $100 deposit charged 10/29/2014.

Business

Response:

I have attached the email that was sent to Mr. [redacted]. It did not come back so it is assumed it was delivered. As you can see, it was sent on the 29th. Therefore, we do not owe Mr. [redacted] a refund of $100.00.

Please let me know if you need anything 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.

The first letter I received following my deposit payment on 10/29 was a letter requested during a phone call on 10/31 with Ms. [redacted]. Following the phone call, Ms. [redacted] emailed me the letter. During my conversation with Ms. [redacted] I assured her that there was no need for me to provide my email to her to confirm that it was correct in the system, as I confirmed this information twice during conversations on 10/29.

I have corresponded with Massanutten representatives previously via email. The [redacted] email domain is not block through my internet webmail provider, [redacted], nor is it filtered within my profile settings. Despite the logs and screenshot provided, no email was sent to me prior to 10/31, following my attempt to be refunded $100. This is a day after I was told I would receive the time / location information which my $100 deposit should at least afford me, and what was stated by the representative during the 10/29 phone reservation. I received a hardcopy of the letter today, 11/3 at my residence. The letter was postmarked 11/1.

Regards,

Business

Response:

We have decided to refund the $100.00. It may take several days for the refund to show up.

I hope this will resolve this complaint.

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: My husband and I took advantage of a free weekend trip at the resort. We had to take a tour to get out money back. In the beginning or the end if our reservation we were told we were there for the to sell us a time share. We loved it so much we agreed to get one after all. We told them that we would pay three payments all on the 12 of each month starting September. In September 12 we were due to pay 300.00 but it was stated that it wasn't in the account. So they took it upon themselves without my permission to take 100 on 09/23/12, 100 on 09/26/12, and then 200 on 10/04/13. Not only did they take it out of my permission on the wrong days but they took extra. I've called since the over a month to cancel the contract but they won't. I even said they can keep the 300.09 just let me leave so they won't take my money from me without permission again. I tried to resolve the issue more professional.Desired Settlement: We want to cancel the contract

Business

Response:

Dear Ms. [redacted], This is in response to the complaint files by Ms. [redacted]. Ms. [redacted] spoke yesterday with [redacted], a closing officer in our sales department. At that time Ms. [redacted] admitted to taking the money out of their account hoping that this would void the contract. They signed a note for the payment. Therefore, we had authorization to continue trying to get the payment that was promised and signed for at the time of closing. As a gesture of goodwill, Ms. [redacted] is willing to cancel the contract. If I can be of further assistance, please let me know. [redacted] Hospitality Service Director

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.AcceptRegards,[redacted]

My husband and I have been timeshare owners at Massanutten since 2006. We love the property and enjoy using our week there each year; however...

We were recently called with the promise of an "Owner's Weekend" where we could attend a meeting with other owners - or at least, that's how it was pitched - to voice our questions and suggestions for improvement of the property. In return, we were promised a weekend getaway, Mass Money and a VISA gift card (all delivered). Unfortunately, we found when we arrived that it was one of the "same old" sales pitches instead. No meeting with other owners, and our salesperson certainly didn't want to hear our concerns, only to sell us an upgrade.

I have learned from past experience not to waste an entire day of my vacation - i.e., to turn down a solicitation for a free breakfast or lunch, which is once again only a sales pitch - for this. Now I know not to listen when they call outside of our vacation week, too.

Further, I do not appreciate being told that spending money on my proposed upgrade should be of greater import to me than paying the regular bills, or taking care of my child...this was the SECOND time that was suggested. Quick way to send me running in the opposite direction instead of finding a way to upgrade our ownership!

Also, quit insisting that I provide you with names of other potential victims - er, "buyers." I have done so in the past and, as I have told you each time, I have no additional names to provide. Insisting that I do so so that you can get your quota for the day only means that you get a repeat name with no hope of a sale.

And just where IS that long-promised shopping area near the main entrance to the property? I think we've been hearing about it since we originally bought our timeshare, but there's been no change on the land. We were told during our "Owner's Weekend" that "it" has finally been approved by the local authorities. I'm NOT holding my breath.

Review: On May 9, 2013, I was divorced from [redacted]. Our address together was [redacted]wanted possession of our Massanutten time share. I signed a quit claim deed during divorce proceedings giving sole ownership to [redacted], and it was filed by The Law Office of [redacted] The account number is [redacted].

Until, May 1, 2014, this was the last time I had anything to do with the Massanutten property. I received a text from [redacted] stating the following: "I am unable to pay the maintenance fee for Massanutten. In order to preserve your credit rating (since you are still listed on the deed.) Massanutten has agreed to do a deed buy back. We need to pay $150 processing fee. The have the document signed by both of us with a notary public. Would you please split the processing fee cost? Massanutten needs you to send a letter stating this. You are still listed on all the documents. ..."

I had the understanding that once the quit claim was filed, which it was by The Law Office of [redacted] I would no longer have anything to do with the property.

I phoned attorney [redacted] all documents were properly filed at the time of the divorce.

I then phoned Massanutten and spoke with [redacted]. I was informed that I was still on the documents, as [redacted] stated in her text. Ms. [redacted] said that the file showed the information about the divorce, but according the file showed the wrong property description was on the paperwork, so it could not be filed. This information was never passed on to me or my attorney. Ms. [redacted] stated that something was sent to the [redacted] address, as well as [redacted] new address. I am still in possession of the property at [redacted], and I am certain that nothing was sent by Massanutten, nor did I receive any phone calls regarding the non payment of the fee.

When speaking to [redacted], I could not attain clear direction to rectify any issues with this issue. If they were aware of the problem with the deed, I wonder why there was no letter sent. I also don't understand if they felt I was really still an owner, why they wouldn't contact me for payment.

It seems reasonable that I should not owe any part of [redacted]' transfer fee of $150 if she no longer wants the property. I don't believe Massanutten cares who pays the fee to turn over the property, but the fact that if it is not paid by [redacted], I am held liable by Massanutten. I would further state that my excellent credit seems to be in jeopardy without any notification from Massanutten.Desired Settlement: Remove my name from the deed as indicated in paperwork nearly a year old.

Assure my credit has not been affected.

Remove my erroneous liability from the property.

Business

Response:

[redacted] contacted Massanutten's Owner Association on 5/1/2014 when she received the collection notice. She told Ms. [redacted] that they were divorced and she got the Massanutten property in the settlement. She no longer can pay for it. We looked up the Deed in the County records and found that [redacted] name was still on the deed. We suggested that she contact him to see if he could pay the $150 deed back fee.

On May 2, 2014 Mr. [redacted] called and talked to Ms. [redacted] and we explained again that the deed they filed in the courthouse was not correct and the original deed was. We told him that he would have to call an attorney and get his name taken off with a correct deed. We explained there was no description of the property and so is not valid. The deed is a legal document and their original deed is valid - their second one was not so they both still own it.

At that time Mr. [redacted] said he would work on it and that is how he left it. Massanutten can do nothing further until he or she corrects the deed and then pay the $150.00 to cover the process and paperwork.

Please let me know if you need 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.

After filing the complaint, I again spoke with Massanutten regarding the deed. This time, instead of stating the property description was blank, they revised their words to say the description was incomplete, therefor they did not accept a deed recorded by the County. I find it interesting that the document was allegedly filed away by Massanutten until my ex-wife did not pay the maintenance fee, only then was the deed considered to be incorrect. I further checked with my attorney (who filed the deed) who confirmed I am off the deed and that Massanutten has no right to override the County.

Further, if I was not off the deed, why didn't they ever contact me regarding non-payment of the maintenance fee? When I found out my ex-wife was trying to give the unit back, I phoned Massanutten, they had no record of me. Originally I was the primary on the account, so obviously they had accepted the deed until my ex-wife did not make the payment and phoned Massanutten to tell them she no longer wanted the unit.

It's disgusting that Massanutten then told my ex-wife to see if I would pay the fee. They said it in their own words in their response. My ex-wife even told them I gave the property to her and they still told her to get the money from me.

Regards,

Business

Response:

I have attached the documents that we have on file for Mr. [redacted]. A letter to him explaining the process and what he needs to do to correct the situation. There is also a copy of his original deed and the deed that his attorney filed. It clearly shows that they do not have the description of the property.

I hope that this information is helpful. We maintain that Mr. [redacted] needs to take care of this obligation.

Regards,

Review: I received a phone call indicating that I won a prize/vacation at Massanutten Resort from someone named "[redacted]" (I did sign up for a trip several weeks ago). During the phone call I was not informed this was a timeshare - I only found out after googling this company. I was informed there would be a 90 minute "promotional tour" related to winning the prizes, but I do not feel they were providing informed consent. There was deception in their advertising techniques. I am not interested in a time share and I am no longer interested in any "prizes" that I "won." While on the phone, I realized my mistake and actually requested that they cancel the $75 deposit and the visit several seconds after giving them my information. I indicated I was not comfortable with the arrangement, but I was informed that my card had already been processed and there were no refunds. In fact, they were very quick to process the funds and they appeared in my online bank statement immediately. I again requested that they refund my money and the individual "[redacted]" even transferred me to another customer service agent where I again requested that the $75 "deposit" would be refunded to my account. The customer service agent informed me "I was not going to tell you this, but you actually won $1500 worth of prizes!" I realized I was not going to get anywhere with this customer service agent - so I hung up and decided to contact Revdex.com. I obviously made a poor decision and I hope Revdex.com can help to hold this business accountable for their deceptive tactics.Desired Settlement: I would like my $75 refunded and I would like to be taken off any/all contact lists for this timeshare company and any other company they share information with.

Business

Response:

Thank you for allowing us to reply to Ms. [redacted] complaint. We apologize for any misunderstanding between Ms. [redacted] and the marketing office that scheduled her appointment. We pride ourselves on our customer service and in this case we fell a little bit short. We would like to inform [redacted] that thousands of customers happily participate in the free vacations that we are able to offer and that we would like for her to give our resort consideration in the future. Again our apologies and at this point the marketing office that scheduled her appointment has refunded her deposit and e-mailed Ms. [redacted] a copy of her receipt. We will take [redacted] off our contact list and we do not share contact information with any third parties. Best wishes for a Happy New Year and thanks again for the opportunity to reply. Sincerely,[redacted]

Consumer

Response:

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

Regards,

This people is very rude when you decided not to take advantage of their "wonderful timeshare owner program", They called and told us we've been referred by a friend, gave us our friends name and explained to us what to expect in the presentation. They requested us to pay $99.00 in advanced and listen to their proposal before taking the complimentary 3 days stay at their resort. In order to help out our friends and take a mini vacation we accepted and book our meeting for the following couple of weeks. On that day, we took our kids with us since it was a Sunday and we don't get to see them most of the day on our workdays, we respectfully declined after 6 hours of listening and seeing their premises. My husband, then, took our tired, cranky and frustrated (of course they did not get to swim or either play anywhere around) kids to the car to get ready to go off. When I went to claim my money back, plus and extra $100.00 visa card and the voucher for our complimentary stay they said they need my husband back, I explain he was already in the car with the kids, still a so called manager told me from his seat (didn't even bother to come close to me) that my husban was required to be with me in order to get my money back. I was furious, after six long hours, seeing my kids bored and sad for not being able to play outside he wouldn't give me my money back. At the end I got nothing, not even my money, they haven't even contact me about it. I feel very upset and def needed to share my experience.