Complaints

• Initial Complaint

  01/17/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A friend referred us to Massanutten & said we would get a gift card if take a tour. Little did we know that we would regret that decision later. The sales person pressures you into buying stating you can not only use their resort but trade in weeks to go to a sister resort. We initially said no & then the person brought in her manager who continued to pressure us by offering lower rates & stating we could go to different places. They stated we work through *** to trade in weeks & go elsewhere. This was a cost for a membership of $500. Little did we know that we could not until we tried setting up a trip with *** in November & was wait listed for several locations. The following year no results so we wound up booking our own resort through ***. The amount of pressure & promises was too much to pay for a product that we couldn't fully benefit from. Not to mention we were not told we have 7 days to cancel & there is a TOD attached. After the pandemic we requested to cancel our timeshare & was denied by Great Eastern Resort. We would like a refund, removal of the account from our credit report & the timeshare canceled.

  

  Business response

  01/22/2025

  Regarding your ownership at Massanutten, some of the information you provided may be inaccurate. Your accounts do have to be current in order to use your ownership. It does appear that your membership with *** is based on your ownership of timeshare with Massanutten and you have been successful in using your ownership to travel. You also have accounts that are past due. Please reach out to the Inhouse Collections team regarding your account with the Owners Association by calling ************ so that they assist you with your ownership.  Massanutten Owners Association

• Initial Complaint

  01/17/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau, We write to express our frustration and disappointment with Great Eastern Resorts due to their misleading business practices. From the start, promises have been broken, leaving us feeling deceived and trapped. Our issues began with a promised three-day, two-night stay and a $100 gift card at checkout. What wasn’t disclosed was the mandatory “breakfast,” which turned out to be an aggressive sales presentation lasting over an hour. Despite multiple attempts to leave, the staff pressured us to stay, using relentless tactics. Initially pricing a timeshare at $30,000, they wore us down over 7-8 exhausting hours until we agreed to a $4,491 purchase. We were even denied the ability to drive our own vehicle during their tour, leaving us with no escape. The promises made during this sale—exclusive amenities, renting the timeshare for $3,500 a week, and easily reselling it due to its deeded status—were lies. After facing significant personal challenges, including work, military obligations, financial constraints, and family medical emergencies, using the timeshare became impossible. When we visited once, the elevator was broken, and we were subjected to yet another upsell meeting for a different property. For nearly a year, we’ve tried to communicate our financial situation to Great Eastern Resorts. We’re overwhelmed by $65,000 in credit card debt and $50,000 in personal loans, with rising maintenance fees adding unbearable strain. Calls to the company have gone unanswered or redirected to their Owners Association, which provided no help. We feel scammed, abandoned, and financially trapped. We ask for your assistance in holding Great Eastern Resorts accountable for their deceptive practices and urging them to release us from this damaging contract. Their lack of response and refusal to offer solutions is unacceptable. Thank you for your attention. Sincerely, **** * ******** ****

  

  Business response

  01/22/2025

  If you continue to feel your ownership will no longer work for you, you are welcome to find a third party to purchase your timeshare from you. We suggest exploring the resources found on the ******** ****** ********** *********** * ****** ******* ********* ***** **** *******  These are vetted companies that offer services to those looking to sell their ownership. We also caution you not to pay anyone a large amount of money in advance if they promise they have a buyer lined up for your timeshare, as we have seen a rise in the number of scams of this nature. We have worked with many of these companies and processed many transfers, so we know this is a great resource for owners that looking to sell their timeshare. Massanutten Owners Association

• Initial Complaint

  12/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We are filing this complaint due to the lack of assistance and poor customer service we have received from Massanutten. We have been reaching out to the company to seek help in canceling our timeshare contract. Unfortunately, instead of offering meaningful solutions, the company has consistently insisted that we sell the timeshare—a course of action we have made explicitly clear we do not wish to pursue because it is obvious that no one is buying timeshares and this is not a real option. Our primary request is simple and reasonable. We want to cancel our timeshare agreement. However, the company has refused to address this request and has been extremely uncooperative throughout this process. Their unwillingness to provide a viable option for cancellation has caused us significant stress and frustration. Additionally, our circumstances have changed, and we now face serious medical hardships that make it impossible for us to continue using the timeshare. Continuing to pay the associated maintenance fees also creates an undue financial strain for us, which we are struggling to manage. Despite explaining these hardships to the company, they have shown no willingness to offer support or empathy, further escalating our difficulties. We are asking the company to reconsider its stance and allow us to cancel the timeshare agreement. This would alleviate the financial and emotional burden we are currently facing. We urge Massanutten to address this matter promptly and work with us toward a fair resolution.

  

  Business response

  01/06/2025

  Hi Ms. ********,We are sorry to hear that your circumstances have changed, but we have corresponded with you multiple times, and as we have stated in those previous correspondences that the Owner’s Association does not have a deed-back or buy-back program to assist you. We have provided you with the resources to use your time, exchange through ***, rent your condo, sell the property, or have it transferred into someone else’s name.If you continue to feel your ownership will no longer work for you, and you wish sell your ownership. We suggest exploring the resources found on the ******** ****** ********** *********** * ****** ******* ********* ***** **** website, **************************** We have worked with many of these resale companies and processed many transfers, so we know this is a great resource for owners that looking to sell their timeshare.Sincerely,Massanutten Owners Association. 

  Customer response

  01/10/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********,and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. We do not accept Massanutten’s response. They did not seem to read our complaint, instead, they provided the same generic reply they have previously used. We are looking for some assistance in canceling and for our complaint to be heard and understood. We urge Massanutten to take the time to read our complaint and help us move towards a cancellation.  Regards, **** ********

• Initial Complaint

  12/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Massanutten Timeshare Company, which has refused to release me from a burdensome timeshare contract despite my numerous attempts to come to a resolution. I purchased a timeshare in at Massanutten during a vacation, I was promised many misleading things and have spent well over $4000. Unfortunately, this timeshare has not worked out for me and my family. With my family growing, the financial burden has become to great, especially with the rising cost of the maintenance fees. I called numerous times and have never got a viable option in resolving the issue. I have contacted *** as well and they were unable to help. I feel I have been lied to and taken advantage of by Massanutten. I request your help in holding Massanutten accountable and for essentially holding me hostage in something I am never able to get out of.

  

  Business response

  12/26/2024

  Hello Mr. ********,We are sorry to hear that your circumstances have changed, but unfortunately your options are limited when there is an active mortgage on the account.The Owners Association does not have a deed-back, buy-back, or sell-back program to assist you. Once all of your financial obligations are met and you wish to sell your timeshare, we suggest exploring the resources found on the ******** ****** ********** *********** * ****** ****** ********* ***** **** ********* We have processed many transfers from these companies, so we know they work. These companies are vetted by **** and provide a valuable service, they may charge for their services, but they are prepared to assist you with reselling your ownership.Sincerely,Massanutten Owners Association. 

• Initial Complaint

  11/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The primary issue we have encountered is that owning this timeshare does not provide any financial return as one might expect from a long-term investment. Instead, it has become a financial burden. With the rising costs of basic necessities and having a child in college, we have found that not owning a timeshare would significantly improve our family's cash flow. Especially now with the rise of online booking platforms, we can now easily book vacations without being restricted by the limitations of timeshare ownership. This makes the timeshare far less cost-effective and desirable in the current economic climate. More recently, we have faced significant challenges in our communication with ****** ********* from Great Eastern. Despite multiple attempts to reach her via phone calls, letters, and even contacting the ******** ****** *********** *********** *****) at her recommendation, we have received no satisfactory assistance in return. This has led to unnecessary stress and frustration. We are continually passed around in circles without any resolution to our concerns. The lack of responsiveness and support from Great Eastern has been deeply troubling and has wasted a considerable amount of our time. We would like the BBB's assistance in investigating why Great Eastern treats their owners in such an unhelpful manner, and why there appears to be no exit strategy for individuals who have fully paid off their mortgage at a timeshare like this one. We hope that we can find a resolution to this matter and ensure that other owners do not have to endure similar experiences.

  

  Business response

  11/27/2024

  Hi Ms. ******,We are sorry to hear that your circumstances have changed, but as we have stated in previous correspondences the Owner’s Association does not have a deed-back or buy-back program to assist you. We have provided you with the resources to use your time, exchange through ***, rent your condo, sell the property, or have it transferred into someone else’s name.If you continue to feel your ownership will no longer work for you, and you wish sell your ownership. We suggest exploring the resources found on the ******** ****** ********** *********** * ****** ******* ********* ***** **** ******** . We have worked with many of these resale companies and processed many transfers, so we know this is a great resource for owners that looking to sell their timeshare.Sincerely,Massanutten Owners Association. 

  Customer response

  12/03/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, 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 deny the business's response as it simply reinforces the core issue I raised. Their suggestion to reach out to **** is an echo of what I already stated in my initial complaint. This shows no understanding of or engagement with the specifics of my situation—it is a generic and dismissive response. It does not feel as though they even read the complaint, but once again, chose to respond in the same template way they always have. Their recommendation to try and rent or sell the unit is impractical and demonstrates a lack of accountability. We have already explored these routes and made it clear that they are expensive, riddled with scams, and ultimately ineffective. We cannot afford to invest even more money into trying to get rid of the timeshare that we cannot afford. Their response provides no real alternatives, assistance, or ways to simply close our contract, which is all we have ever asked of them. They claim to have "no program" to assist us, yet they possess the ability to create one. This excuse is so wildly frustrating and only reflects their unwillingness to provide meaningful assistance. They are continually allowing customers to be stuck in situations that could financially ruin them, and when solutions are within the timeshare's power, it is unacceptable as a response. Again, I would like to point out that this is a broader pattern of avoidance that led me to file this complaint in the first place. We have other responses with exactly the same verbiage. Regards, ******** ******

• Initial Complaint

  11/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  To Whom It May Concern at the Better Business Bureau, We bought into the timeshare with Massanutten Resorts in hopes of ensuring annual family vacations, only to discover that they lied about the availability of child-friendly activities and accommodations suitable for a growing family. Their promise of rental income to cover maintenance costs was another disappointment. The one time we managed to rent the property, the income barely covered a third of the maintenance fees after their cut. Customer service seems to brush our concerns aside. Unsanitary conditions have ruined our stays. Mold in the vents, a dirty dishwasher, and the smell of vomit in rooms with unclean carpets. On one occasion, we had to vacate a pool due to the presence of phlegm and mucus, which was disgusting and unacceptable. Financially, this timeshare has become a burden. As a disabled military veteran, my income has changed, making the fees unsustainable. Despite explaining our situation, the company has refused to offer any assistance in resolving our contract or providing termination options. This company operates like a scam and trap, and we urge others to avoid any association with them. We believe their business practices warrant an immediate investigation. We are at our wit's end and need assistance in terminating our contract. We hope for support in rectifying this situation. Sincerely, **** and ******* *****

  

  Business response

  12/09/2024

  Hello Mr. *****,We are sorry to hear that your experience at the Resort was not up to the standard that you expect and deserve, but i do see that there was an incident report filed, and the Front Desk team attempted to follow up.In regards to terminating your contract, The Owner’s Association does not have a deed-back or buy-back program to assist you. We have provided you with the resources to use your time, exchange through ***, rent your condo, sell the property, or have it transferred into someone else’s name once all financial obligations are met.As for renting out your week at the Resort, The Owners Association does not rent out weeks for owners, this is something that you would have to do on your own through *********.Sincerely,Massanutten Owners Association

  Customer response

  12/16/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Dear Great Eastern Resorts,We did not sign up for this timeshare through *********, we signed up through Great Eastern Resorts. This arrangement makes no sense. Why should we continue sending you a single dime when you offer zero assistance to struggling clients like us? Especially when we can hardly afford to send anything at all.The property itself is impossible to trade or sell. We’re not salespeople, and frankly, no one would want it under these conditions. A quick search online proves how little value it holds. We understand there’s a mortgage obligation, but your complete lack of support is troubling. How are we expected to trust your company when you’re this unresponsive? It took going through the Better Business Bureau to even get a reply from you.At this point, we need out of this contract immediately. The dream you sold us was false, and your refusal to assist feels deliberately deceitful. If you won’t help, we’ll keep speaking out until more people see what’s going on here.Provide us with contact information for a department that will actually help resolve contractual issues, not just toss us around. Either that or keep responding on public forums for all to see. Regards, **** *****

• Initial Complaint

  11/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  To Whom It May Concern at the Better Business Bureau, We are writing to express our utter frustration and disbelief at the deceitful practices of Great Eastern Resorts. For over two years, we’ve been stuck in an infuriating cycle of back-and-forths with this company, desperately trying to cancel our timeshare contract, only to be met with evasion and lies. We reached out to their so-called Equity Department in April, only to be told that the Owners Association would help. What a joke! Despite constant attempts to contact them at **************************, we received nothing in return. Calling their office didn’t help either. On 6/26/24, Sloane instructed us to send a termination request to a P.O. Box, insisting they couldn’t receive emails. Yet, our emails never bounced, proving their dishonesty. After jumping through hoops and sending certified letters to ensure receipt, we were told by ******* on 10/23/24 there were "no notes" on our account regarding these letters. Lies, again! Another call on 10/30/24 led us to ****, who, after some prodding, miraculously found our letter with her manager ******. They promised a response in 7 days. Well, it’s been twice that, and still nothing. This whole ordeal is a disgrace, showcasing their unprofessionalism. We even sent sensitive financial documents, which they’ve mishandled without a hint of responsibility or care. It’s appalling and unacceptable. I’m urging you to investigate their shady practices and hold them accountable for this chaos. We need your help to finally resolve this nightmare and cancel our contract. Your assistance in bringing them to task would be greatly appreciated. Thank you for your attention to this serious matter. Sincerely, ***** * *** *****

  

  Business response

  11/21/2024

  Hello Mr. and Mrs. *****,I apologize for the delay in response to your letters. The account, previous correspondence, and contracts were in the process of being reviewed. You should receive a response in 30-45 days.Sincerely,Massanutten Owners Association

  Customer response

  11/21/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Massanutten Resort has had our letters since June and September to review. They also promised a response within 7 days of our October 30th phone call. Making us wait another 30-45 days is not acceptable. Regards, ******** *****

  

  Business response

  11/27/2024

  Hi Ms. *****,We sincerely apologize for the delay in response to your letters. As we have stated in previous correspondence the Owners Association does not have deed-back, buy-back, or give-back program to assist you, but we have provided the resources to use your time, exchange through ***, rent your condo, sell the property, or have it transferred into someone else’s name.There will be a response in writing that has been mailed out, and you should receive that within 30-45 days. In the meantime, I will request for the management team to reach out via email or phone.Sincerely, Massanutten Owners Association

• Initial Complaint

  11/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We are writing to file a complaint against Massanutten for their refusal to release our family from a burdensome timeshare contract despite the financial stress this is causing our family. We have been trying for almost two years to work with them and come to an amicable solution to cancel our timeshare. We attended a meeting in which they talked to us about an upgrade because we were having trouble using the timeshare we currently had. We told them at this meeting we wanted to cancel our timeshare and they ignored us and continued to lie and coerce us into upgrading. We are retired and not in a position to continue to pay for this timeshare and the rising maintenance fees. We have been told the same things by several supposedly “EXECUTIVE” people from the timeshare. We have even tried to go to the new GM/Vice President, Mr. ******* ****** and he pushed our request for help off to ***** ****, who is the person who has continued to tell us they can not help. Telling us to sell it, rent it, or give it away. They take no responsibility for “what is going on in the sales presentations and push it back on us and hide behind the Virginia Timeshare Act” They do not respond to any of the issues that we are having just form letters each time they respond! This last letter that we received from ***** **** on behalf of Mr. ******* ****** said that “THEY WILL NO LONGER RESPOND TO US”. How can they just say that they will no longer respond to one of the Owners? We have been very respectful and asking for help and wanting to work with them to come up with an amicable resolution but all we have received is pushback and “WE CAN NOT HELP YOU” responses. We now seek assistance from the Better Business Bureau for a fair resolution to exit this contract without further financial harm and urge scrutiny of Massanutten’s misleading sales practices and lack of customer support.

  

  Business response

  11/21/2024

  Hello Mr. *******We are truly sorry to hear that your circumstances have changed, but unfortunately your options are limited when there is an active mortgage on the account.The Owners Association does not have a deed-back, buy-back, or sell-back program to assist you. We have provided you with the resources to use your time, exchange through ***, rent your condo, sell the property, or have it transferred into someone else’s name once all financial obligations are met.Sincerely, Massanutten Owners Association. 

  Customer response

  11/25/2024

  I have reviewed the response made by the business in reference to complaint ID ********, 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, ****** *******

• Initial Complaint

  11/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date of financial transaction: March 22, 2024 Massanutten account numbers: Owner #: ****** Contract #: ***********  Loan #: ************ I am writing to file a complaint against Great Eastern Resort Company / Massanutten Resort for engaging in unfair and deceptive business practices. My wife and I purchased a timeshare from Massanutten Resort in March of 2023 for $10,000.00, plus an annual maintenance fee of $475.00. In a few months, we had paid off the entire debt to their mortgage company in order to avoid high interest rates. Upon visiting the resort for our scheduled week in March 2024, we were asked to attend a sales presentation to “upgrade our account.” The “2-hour meeting” turned into almost 5-1/2 hours. During the sales presentation, the salesperson made several promises and representations about the benefits of upgrading our timeshare. However, after completing the purchase, we discovered that many of these promises were exaggerated or false. In April 2024, I was laid off from my employer. When this happened, we called Massanutten and asked them to please revert to what we had already paid without “upgrading our account” as we were facing financial hardship. We spoke with the Ownership Association, the Sales Department, the Mortgage Company, but no one was willing to help us and told us we couldn’t get out of the contract. They gave us the runaround and said that they were going to try to help us (two women in particular) and then they stopped answering or returning our calls. I feel that we have been taken advantage of and that the company's practices are unjust and anti-consumer. I kindly request that the Better Business Bureau investigate this matter and take appropriate action to address the unfair and deceptive practices of Massanutten Resort. I also seek assistance in finding a resolution to this issue and recovering any financial losses that we have incurred because of the company's wrongdoing. Thank you for your attention to this matter.

  

  Business response

  12/09/2024

  Hello Mr. *********,We are truly sorry to hear that your circumstances have changed, but we have provided you with the resources to use your time, exchange through ***, rent your condo, sell the property, or have it transferred into someone else’s name once all financial obligations are met.If you continue to feel your ownership will no longer work for you, you are welcome to find a third party to purchase your timeshare from you once all your financial obligations are met. We suggest exploring the resources found on the ******** ****** ********** *********** * ****** ******* ********* *****  We have worked with many of these companies and processed many transfers, so we know this is a great resource for owners that looking to sell their timeshare.Sincerely,Massanutten Owners Association. 

• Initial Complaint

  11/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Great Eastern Resorts Timeshare Company regarding their refusal to allow me to exit my timeshare agreement. Despite numerous attempts to resolve this issue amicably, I have encountered significant resistance and inconsistent information from the company, leaving me both frustrated and disappointed. For the past year and a half, I have been trying to close my timeshare account with Great Eastern Resorts. However, the company's response has been discouraging. They have consistently claimed that they do not offer deedback closures or any form of account closure. This stance contradicts various discussions and testimonials I have come across on the Better Business Bureau's platform and other public forums, where other customers have successfully negotiated account closures under certain conditions. The only information on how to be released from the contract that the timeshare has provided to me, is to sell it on my own. This is not feasible given the current market conditions. It is also not a fast solution by any means if even a solution at all. After research, timeshares go unsold for as little as $1. Why do they think it is so easy to do? The discrepancy between the information provided by Great Eastern Resorts and the experiences shared by other customers has led me to feel misled. Given the substantial financial and emotional investment I have made into this timeshare, I am seeking a transparent and equitable resolution to this matter. I am reaching out to the Better Business Bureau for assistance with this matter. I remain hopeful that a fair resolution with Great Eastern Resorts can be obtained. I refuse to believe that selling on my own is the only way out of this timeshare. Thank you for your attention to this matter. I am hopeful that with your support, a satisfactory resolution can be achieved not only for myself but also for others who might be facing similar challenges. -****** ********

  

  Business response

  12/13/2024

  Hi Mr. ******** ***We are sorry to hear that your circumstances have changed, but as we have stated in previous correspondences the Owner’s Association does not have a deed-back or buy-back program to assist you. We have provided you with the resources to use your time, exchange through ***, rent your condo, sell the property, or have it transferred into someone else’s name.Again, we suggest exploring the resources found on the ******** ****** ********** *********** * ****** ****** ********* ***** **** Responsible Exit website ******************************************************* We have processed many transfers from these companies, so we know they work. These companies are vetted by **** and provide a valuable service, they may charge for their services, but they are prepared to assist you with reselling your ownership.Sincerely, Massanutten Owners Association

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩