Complaints

• Initial Complaint

  11/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I wish to file a formal complaint against Massanutten. They refuse to let us out of our contract despite our repeated attempts over the past year and a half. This company has shown utter disregard for our situation, making it impossible for us to continue payments. Instead of offering solutions to relieve us of our ownership, they ignore our pleas and have sent us to collections, threatening our credit score, and potential foreclosure. We were misled into purchasing this timeshare, and none of their promises materialized. Unfortunately, because we didn’t cancel within the first 7 days, they are now holding us hostage until they foreclose on us for non-payment. WE DID NOT KNOW THEY LIED TO US IN THOSE FIRST 7 DAYS!! We have let them know this multiple times but they do not care. Our attempts to resolve this through their internal departments have been fruitless. Communication has come mainly from Ms. ***** ****, the director of hospitality, regardless of what internal department we reach out to. Her cold and automated responses raise concerns about the company's customer service. Not to mention, it takes months to get a response from them for any sort of email you send. Now they put in writing they will not respond to us anymore… Great customer service… It’s shocking that this company still operates after looking at their poor rating on your platform. My theory is, they bully people into paying for mortgages and maintenance fees indefinitely, with no way out. According to online forums, Massanutten does accept the return of timeshares, which contradicts what they have told us which is crazy. We are desperate to be free of this timeshare and appeal to the Better Business Bureau for prompt intervention. We are committed to asserting our rights and will continue reaching out to relevant authorities until a resolution is found. We hope you can help us and look forward to hearing from you. thank you ******** ***** & ****** *********

  

  Business response

  11/19/2024

  Hello Mr. *********, We are truly sorry to hear that your circumstances have changed, but unfortunately your options are limited when there is a mortgage and past due fees 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. 

• Initial Complaint

  11/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband and I were called by Massanutten Resort and told that we had “won” a prize from the ******** State Fair (which we did attend). The sales rep on the phone claimed we could get a free 3-Day, 2-Night stay at the resort and a gift card. The catch was that we had to physically come to the resort and take a “tour of the facility” as the salesperson put it. We had been to Massanutten before and enjoyed our stay , so this was not an issue. They then said there was a non-refundable deposit for the stay, which was fine. We agreed to this on the conditions that we would come take a tour of the facility. However, when my husband got the confirmation, we realized that it would be a sales pitch for a timeshare at the resort. This was incredibly deceptive, and I feel like our data was just sold to their marketing company. We have attempted to cancel this and dispute with my husband’s credit card company, but have had no luck. We have been unable to obtain a proof of cancellation from the business, so that we are able to dispute the charge. I would either like the deposit refunded or a proof of cancellation so that we can dispute the charge.

  

  Business response

  11/13/2024

  Hi Ms, ***********,We provided this information and your contact number to the appropriate team and requested a representative reach out to you regarding this complaint.Sincerely, Massanutten Owners Association. 

  Customer response

  11/17/2024

  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 have never received any communication from the business, I want the refund back to my husband’s credit card. Regards, ******** ***********

  

  Business response

  11/21/2024

  Hello Ms. ***********,I apologize for the delay in response. We have reached back out to the department in charge of these stays, and they informed us that someone from their team reached out on 11/20/24 to address the concerns and provide the refund.Sincerely,Massanutten Owners Association. 

  Customer response

  11/21/2024

  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

  10/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Some time in 2021 my wife and I was contacted by the company telling us that we won a weekend at a resort. in January of 2022 we attended to the resort and listen to their offer. We had declined numbers times because it was not the place or the season where we normally vacation. We was then introduced with the supposedly business part of the timeshare ( renting our week ) for the reward of $3,000 USD rent or not. We accepted the terms of not being able to use the time share until the 2nd year. 2nd year we placed the time share for rent and we never received a call or a payment from the resort. This year we had we had informed the management and lenders of the bad business practices and out wish to just end our contract with the company. They declined in all terms.

  

  Business response

  11/13/2024

  Hello ****,The property at which you own at is managed by Mountainside Villas Owners Association, and any questions regarding your ownership should be directed to them at ************.We are sorry to hear that your sales experience was not positive. There is a tremendous amount of information conveyed during the tour and sales process. 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 we have stated in previous correspondences the Owner’s Association does not have a deed-back or buy-back program to assist you. 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 one 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. 

  Customer response

  11/13/2024

  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. My wife and i feel that this company uses wrong business tactics to get people to buy their product with absolutely no way out for the buyer. We will not want any of our experiences with this company to happen to any one else. Not gifting, Transferring or even selling our timeshare from this company, We are not even asking any moneys payed to be returned. all we ask is to terminate our contract since they are not keeping they're words that got us to buy.  Regards, **** *******

  

  Business response

  11/15/2024

  Hi ****,We have provided you with the resources to use your time, exchange through RCI, rent your condo, sell the property, or have it transferred into someone else’s name once all financial obligations are met. As we have stated the Owner’s Association does not have a deed-back or buy-back program to assist you.As for the $3,000 reward for renting your week out you mentioned in the original correspondence. 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

  11/15/2024

  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. [ Again we was promised something and that was the main reason we signed our Agreement. We have no trust on any of the company that you provide. We feel as everything is to drain our pocket and get nothingin return. We have no interest in using any time at the resort or have any interest any exchange time. We just want out of our contract with any and all of your business. We do not care of any buy back or any program that you have or dont have. Cancel our contract once and for all.] Regards, **** *******

• Initial Complaint

  10/23/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  I am submitting this formal complaint to the Better Business Bureau regarding Great Eastern Resorts-Massanutten. My name is ***** *******, and I am seeking your assistance in resolving an ongoing issue with the company that has refused to provide a reasonable solution to my burdensome timeshare obligations. As a retired teacher living on a fixed income, I am experiencing severe financial hardship due to this situation. After the passing of my partner, ***, I inherited a timeshare through a survivorship clause. Unfortunately, this has become an overwhelming financial burden that I am unable to sustain. The company insists that selling the timeshare is my only option, but this is unrealistic given the $2,600 in overdue maintenance fees and the already saturated market with Massanutten listings. Despite my continuous efforts over the years to communicate with the timeshare company, they have not offered any viable alternatives apart from selling or risking foreclosure. To prevent damage to my credit, I am making minimum payments on the maintenance fees, but this is not a sustainable solution for me. I have reached out multiple times to their Vice President and General Manager, yet have received no response. The company's disregard to my unique circumstances and financial constraints is leaving me in a dire situation. I am also reaching out to every consumer protection agency I can for assistance and further escalation if necessary. I urge the BBB to help push them to a resolution that considers my financial limitations and the undue burden this timeshare has placed on me. Your intervention is crucial in alleviating this financial stress and providing much-needed relief. Thank you for your attention to this urgent matter. I am hopeful that your support will help bring a fair resolution to this distressing situation.

  

  Business response

  11/01/2024

  Hello Ms. *******,We are 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.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 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.Sincerely,Massanutten Owners Association. 

  

  Business response

  11/15/2024

  Hello Ms. *******,We are truly sorry to hear that your circumstances have changed, but unfortunately your options are limited when there are past due fees on the account.  We appreciate you for setting up a payment plan for your account, but until the amount is paid in full it will continue to incur additional fees. 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 RCI, 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

  11/22/2024

  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 am unable to accept their proposal yet again.  Their response suggests options exist without past-due fees. If my account were current, what options would be available?  They refuse to give me any options, despite them saying if my account is current, they would have more options. They are withholding the options and you can see for yourself.  It is unacceptable. They are playing a cat and mouse game, and it is very tiring.I just want to know, can we arrange a settlement to resolve this debt, give back the timeshare, and move on?  The continued suggestion for options for renting, selling, or exchanging are not feasible unless my account is current, which they know it is not a solution to my problem.I have just received the 2025 maintenance fee bill of$3,538.90, increasing my debt further. Wouldn’t it be financially prudent to reclaim and resell for a profit?  I do not know why the timeshare is deliberately holding me in a contract, forcing me to make minimum payments to avoid credit damage, and offering zero assistance. It is not right at all.Please send this message to them.  Any assistance from the BBB is greatly appreciated here.Thank you,***** *******

• Initial Complaint

  10/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  As a soon-to-be father with a baby due early February, I'm reaching out with a genuine sense of urgency and hope. We've hit a snag with Massanutten Resort; specifically, we're trying to exit a timeshare we bought back when we were just kids. We had no idea what we were diving into then. Despite numerous calls to Massanutten and speaking with various representatives, we find ourselves stuck in a loop with no resolution in sight. Everyone's pleasant enough, but nothing substantive seems to be happening, and it's causing some serious stress. As I'm sure you can imagine, with our firstborn on the way, we're eager to eliminate the burden of these maintenance fee payments to ensure our finances are prepared for this exciting new chapter in our lives. I’ve been proactive in trying to get this resolved on my own. I've written multiple times to the Board of Directors and sent letters directly to the owners association for our timeshare, Eagle Trace. My attempts to communicate seem to be falling on deaf ears. None of these letters have produced the desired outcome. I'm left wondering if there's an issue with their communication process, or if my requests for assistance with cancelling our timeshare are being overlooked. We would greatly appreciate any insights or assistance you can provide us with navigating this problem. It would be great if you could find out what happened to the letters we wrote to the Board of Directors, we have been instructed to write to them but Massanutten is not holding up their end by responding. It's time to focus on our growing family, instead of this timeshare merry-go-round.

  

  Business response

  11/01/2024

  Hello Mr. *******,We are 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.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 ******** ****** ********** *********** * ****** ******* ********* ***** **** ******* ******. We have processed many transfers from these companies, so we know they work. These companies are vetted by **** and provide a valuable service and are prepared to assist you with reselling your 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.Sincerely,Massanutten Owners Association. 

  Customer response

  11/05/2024

  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 am writing to reject the response provided by the Massanutten Owners Association. They are again trying to mislead me into believing that my timeshare can be sold, just as they did when I was initially persuaded to purchase it. A quick search on eBay reveals numerous Massanutten timeshares listed for $1 or less, clearly indicating their claims are untrue. I believe Massanutten sometimes permits owners to exit their timeshares, but I am uncertain about the specific steps required to take advantage of this option.If they genuinely lack a reasonable exit plan, as **** suggests on their website, they need to establish one instead of just telling people to write to the Board of Directors and giving no response. It is unjust to hold someone hostage in a timeshare that represents a costly vacation that is overly challenging to use.I request you post my complaint on your website, emphasizing that purchasing a Massanutten timeshare is a lifelong mistake that everyone will come to regret. I am disappointed with Massanutten’s response, but I would greatly appreciate it if you could contact them for two additional pieces of information:1) Who comprises the Massanutten Owners Association?2) What is the current value of my timeshare?Thank you for your assistance.  Regards, ******* *******

  

  Business response

  11/15/2024

  Hello Mr. *******,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. As we have stated the Owners Association does not have a deed-back, buy-back, or give-back program. We continue to 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 and are prepared to assist you with reselling your ownership.  To address your questions - The Massanutten Owners Association is part of the team that manages your ownership, and you can reach them at ************, option 1 if you have questions. If you would like to ask about the value of the timeshare that you own, you will have to contact the sales department at ************ or ************.Sincerely,Massanutten Owners Association. 

• Initial Complaint

  10/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Great Eastern Resorts for their poor customer service and misleading timeshare contracts. My experience has been filled with misinformation and an overwhelming sense of entrapment. Initially, I attended a sales presentation by *** ******, which was misleading from the start. What was supposed to be a one-hour session turned into three hours of undue pressure. We were coerced into signing a contract under the guise of a 'COVID' offer, which turned out to be deceptive. Maintenance fees, initially promised as fixed, have unexpectedly risen, with hidden charges adding to our dissatisfaction. Despite numerous attempts to resolve these issues, we have faced resistance. We formally requested to be released from our timeshare contract, which has become a financial and emotional burden. Instead of help, we received unreasonable options, like selling the timeshare ourselves, which is nearly impossible due to low demand. Communication with Great Eastern Resorts has been frustrating. All our attempts to reach various departments, including a direct letter to the President of Eagle Trace, ******* ******, have resulted in responses from only one representative, ***** ****. Even when getting a response from ***** **** it takes them months to get back to us. MONTHS. Emails sent to addresses like ************************ *** ******************* were unanswered. Our correspondence highlights their lack of professionalism and transparency. We seek the intervention of the Better Business Bureau. We believe Great Eastern Resorts' practices are unethical and we need your help as they put in writing they will never speak with us again. Our goal is to terminate our contract without further financial penalties and regain our peace of mind. Thank you in advance for your help. -******* * ***** *****

  

  Business response

  11/01/2024

  Hello Mr. *****,We are sorry to hear that your sales experience was not positive. There is a tremendous amount of information conveyed during the tour and sales process. We have responded to all the correspondence that we have received, and 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.As we have stated in previous correspondences the Owner’s Association does not have a deed-back or buy-back program to assist you. If you continue to feel your ownership will no ****er 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 ******** ****** ********** *********** * ****** ******* ********* ***** **** *******  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. 

  Customer response

  11/07/2024

  I am writing once again to express my profound dissatisfaction with the latest response from Great Eastern Resorts concerning my ongoing complaint about their misleading timeshare practices and inadequate resolutions. I do not accept their response. Despite my previous efforts to reach a satisfactory conclusion, their reply continues to fall short, particularly with their repeated suggestion to sell the timeshare, which is neither straightforward nor secure.Great Eastern Resorts has once again advised us to sell our timeshare through third parties. This approach is fraught with challenges and risks, including the potential for scams, which they fail to consider in their response. Furthermore, I am deeply concerned about the ethical implications of passing such a problematic ownership onto another unsuspecting individual, only to expose them to the poor customer service and hidden charges we have suffered.The company’s refusal to offer a deed-back or buy-back program leaves us trapped in a financially draining and emotionally taxing situation. Their lack of viable alternatives only exacerbates our frustration and sense of entrapment in this agreement.I am compelled to seek the intervention of the Better Business Bureau once more, since they stated they would not respond to me anymore. Any help you can provide, whether it be forwarding another complaint to them, would be much appreciated. Our primary goal is to be free from this burdensome obligation and to regain our peace of mind. We will not stop until this goal is achieved.Thank you for your attention to this matter. I look forward to your prompt and favorable response.Sincerely,******* * ***** *****

• Initial Complaint

  10/07/2024

  Complaint Type:

  Sales and Advertising 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 sincere attempts to negotiate a resolution. In late 2020, I purchased a timeshare at Massanutten during a vacation, drawn in by aggressive sales tactics and promises of a flexible vacation option. Unfortunately, the reality has been quite different. The sales presentation was misleading, and the promised benefits never materialized. Instead, I faced restrictive usage policies and unexpected maintenance fees that have strained my finances. This was not realized until well past the rescission period. Realizing the gap between what was promised and my actual experience, I reached out to Massanutten, requesting assistance in terminating the contract due to my financial difficulties. They denied my request, directing me to the ******** ****** *********** *********** ****** for help. Hoping **** could assist me, I contacted them, but they merely forwarded my complaint back to Massanutten, leading to another refusal to release me from the contract. This cycle has left me trapped in a contract I cannot honor financially or personally. The financial burden of this timeshare is overwhelming, depleting my savings and forcing me to work extra hours for a service I cannot use. Massanutten's refusal to provide a viable exit strategy compounds my distress, and the suggestion to sell the timeshare myself is unacceptable, as I wouldn't want to burden someone else. I am deeply troubled by the deceptive sales tactics and the lack of feasible solutions to escape this situation. Massanutten's actions are not only unfair but also unethical, disregarding the well-being of its customers. I kindly request your intervention to attempt to hold Massanutten accountable and help me find a resolution that restores my financial stability and peace of mind. Thank you for your attention to this pressing issue.

  

  Business response

  10/17/2024

  Hello Ms. ******,We are sorry to hear that your sales experience was not positive. There is a tremendous amount of information conveyed during the tour and sales process. The staff breaks down the information throughout the sales process and makes every effort to answer any questions you may have.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 ******** ****** ********** *********** * ****** ******* ********* ***** **** website, *********************************** 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. 

  Customer response

  10/23/2024

  I am writing to formally reject the response provided by Massanutten regarding my complaint ID# ********. Their reply fails to address the core issues I raised, leaving me without a viable resolution to the financial and personal burdens imposed by my timeshare contract.Massanutten's acknowledgment of my unsatisfactory sales experience falls short of offering any meaningful assistance or remedy. The company's suggested options - such as utilizing, exchanging, renting, or selling the timeshare - do not constitute a feasible exit strategy. These recommendations merely perpetuate the cycle of distress rather than alleviate it, as they require additional effort and financial resources that I am unable to commit. The proposition to sell or transfer the timeshare is particularly troubling, as it implies transferring my financial hardship to another unsuspecting individual, which I find morally unacceptable.The fundamental problem remains unaddressed - the deceptive sales tactics and the absence of a straightforward exit plan. Massanutten's reliance on directing me to **** and their advertised companies is inadequate, as previously explored avenues have not led to a resolution. Their insistence on this path demonstrates a disregard for my financial well-being and fails to acknowledge the severity of my situation.I am compelled to request further intervention from the Better Business Bureau. It is crucial to pursue a resolution that genuinely reflects my needs and restores my financial stability and peace of mind. I urge the BBB to assist in anyway possible. The ultimate goal is for Massanutten to allow me to terminate my contract without further detriment.Thank you for your continued assistance and attention to this pressing matter.Sincerely,****** ******

• Initial Complaint

  10/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Massanutten for their refusal to release my family from a burdensome timeshare contract despite our financial distress. We have repeatedly requested assistance, but the company has only suggested foreclosure since we told them we have looked to sell/rent it out without success, which would devastate us financially. Initially, we believed the timeshare would be a beneficial investment, but our experience was misrepresented from the start. Invited under a "VIP Owner Special" event, we were met with high-pressure sales tactics and coerced into converting our existing timeshare into a points-based system. We were assured by the sales representative, ****** *******, that this change was necessary to maintain our investment's value. *******'s promises of stable maintenance fees and rental assistance to offset costs were false. Our fees have escalated from $400 to over $600 without any rental support, placing an unsustainable financial burden on us and affecting our ability to support our children's education and activities. Our attempts at resolution with Massanutten have been ignored. They recently put in writing that they will no longer respond to us. Their sole suggestion of foreclosure highlights their indifference to customer well-being. 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

  10/24/2024

  Hello Ms. ********,We are sorry to hear that your sales experience was not positive. There is a tremendous amount of information conveyed during the tour and sales process. The staff breaks down the information throughout the sales process and makes every effort to answer any questions you may have.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 once all financial obligations are met.If you continue to feel your ownership will no longer work for you, and you wish to sell your ownership once all your financial obligations are met, you are welcome to find a third party to purchase your timeshare from you. 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. 

  Customer response

  10/30/2024

  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 am writing to reject the response provided by Massanutten in regards to my complaint. The company has suggested yet again that I attempt to sell the timeshare independently, despite our previous unsuccessful attempts to do so. This repeated suggestion fails to address the core issues and reflects the company's lack of genuine support.The ongoing financial distress caused by this burdensome timeshare is unsustainable for my family. We have been met with indifference and a lack of viable solutions from Massanutten, which continues to exacerbate our situation. They are like talking to a wall. They do not care for their customers. Quite frankly, it is surprising that they are still in business with the amount of negative reviews on them. They scam and trick people into buying, and then hold them hostage for life. It is criminal, and I do not know how they get away with it. Can you please recontact Massanutten and ask them what other options they have for owners who have tried to sell their timeshare but were unsuccessful? They did not even address that in their response. They just told me to try and sell it again… They have told me they will not respond to me in the past, therefore I request your help at the Better Business Bureau as they appear to respond when you are involved.Thank you for your continued attention to this matter. Regards, ***** ********

• Initial Complaint

  10/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to formally file a complaint against Great Eastern Resorts concerning their response to our request to terminate our timeshare contract. Despite our longstanding commitment as owners since 2007, the company has shown a lack of empathy and offered no viable solution to address the significant financial strain the timeshare has placed on us. Recently, we reached out directly to the president of the company, Ms. *****-*********, hoping for a compassionate understanding of our situation. Instead, we received a response from the “Director of Hospitality”, which was dismissive and failed to address our concerns adequately. The response indicated that they would no longer respond to us regarding the matter, leaving us feeling trapped and ignored. We are both in our seventies and rely solely on fixed retirement incomes. The escalating maintenance fees have become a burden that significantly affects our mental and financial well-being. Despite our attempts to communicate this genuine necessity, the company has declined to terminate our ownership or offer a feasible alternative. Their rigid stance has forced me to end my retirement simply to cover maintenance costs for a property that remains unused and serves no purpose in our lives. Their indifference to our situation and refusal to provide a direct response from the president highlight a lack of concern for long-term customers and their well-being. We are seeking your assistance to facilitate a fair and reasonable resolution with Great Eastern Resorts. We believe that a resolution honoring our long-term ownership and considering our current financial circumstances is crucial. We hope that by bringing this matter to your attention, we can find a path forward that alleviates the stress and financial burden we currently face. Thank you for your attention to this matter. We look forward to your guidance and support in resolving this issue. -******* * ***** **********

  

  Business response

  10/08/2024

  We are sorry to hear that your circumstances have changed, but we have provided you with the resources to use your time, exchange through RCI, 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, you are welcome to find a third party to purchase your timeshare from you. We suggest exploring the resources found on the ******** ****** ********** *********** * ****** ******* ********* ***** ****  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.Sincerely,Massanutten Owners Association. 

• Initial Complaint

  09/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We have a frustrating experience with Great Eastern Resorts, specifically regarding a timeshare we purchased at Massanutten. This has been a whirlwind of misleading promises and financial stress, and we’re hoping you can help us hold them accountable. When we first arrived for our vacation, we were immediately roped into a meeting with their sales team, under the pretense of getting a nice gift card. The meeting, which was supposed to be a breezy 90 minutes, turned into a three-hour saga with promises of abundant options and even a chance to cover maintenance fees by renting out our property. We were taken for a ride, literally, with a tour of the property that left us feeling like we had no choice but to listen to the sales pitch. Fast forward to today, and all those promises feel like a distant dream. The options they dangled in front of us haven’t materialized. We bought into this timeshare thinking we’d have amazing travel opportunities, but reality has been far from that. Not to mention, the maintenance fees are burning a hole in our pockets with zero returns. COVID didn’t help, but even now, we can’t seem to book the kind of places we were originally promised.Adding salt to the wound, we discovered that our children would inherit these fees. This was never disclosed to us and frankly, it feels like a trap. With retirement on the horizon, this financial burden is the last thing we need. We’ve tried to resolve this directly with Great Eastern Resorts. We were told to submit a letter to their Board of Directors, only to be strung along by a string of false hopes and vague criteria for release from our contract. It’s been emotionally draining, and we’re at our wit’s end. We’re pleading for your assistance in this matter. We feel betrayed and trapped by what was supposed to be an exciting investment but has turned into a nightmare. We sincerely request your help in releasing us from this financial burden before it further impacts our financial security.

  

  Business response

  10/08/2024

  Hello Mr. and Mrs. *****,We are sorry to hear that your sales experience was not positive. There is a tremendous amount of information conveyed during the tour and sales process. The staff breaks down the information throughout the sales process and makes every effort to answer any questions you may have.As we have stated in previous correspondences the Owner’s Association does not have a deed-back or buy-back program to assist you. 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 ******** ****** ********** *********** * ****** ******* ********* ****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. 

  Customer response

  10/11/2024

  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. Owners Association,Firstly, your staff didn't provide a clear breakdown of the information, leaving no room for us to even think of efficient questions to ask. Given this, I don't understand why there isn't a program to assist clients in such situations. It's disappointing to see an entire BBB page filled with similar grievances against your company, yet there's no resolution offered.We're seeking to return the property and terminate all associated fees, as we can no longer afford it and don't plan to visit again. We've already conveyed this to *******, who suggested contacting your office. There has to be something you can do, and not offering any assistance feels morally wrong.If this issue isn't resolved, we'll have no choice but to continue to seek help from outside sources. We hope you'll do the right thing and help us terminate this contract without further hassle. Regards, **** *** ***** *****

*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. ↩