Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/23/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am looking for assistance with a dispute with Great Eastern regarding my timeshare. Despite numerous attempts to seek assistance from their customer service department, I have received no response. When my first wife and I entered into the agreement, we were financially stable. However, after her cancer diagnosis and passing in 2017, my financial situation changed drastically. I retired early and now rely on fixed income sources such as retirement pay, social security, and disability benefits, which are insufficient to cover the rising timeshare expenses. I am solely responsible for the financial obligations of the timeshare. With the cost of living rising 8% annually, timeshare fees increasing by 4%, and my income growing by only 2-3%, this is no longer sustainable. Not to mention, I no longer have any interest or emotional connection to visiting Massanutten Resort since the passing of my late wife. I am deeply concerned about what will happen to the timeshare if something happens to me, as the contract is solely in my name. Despite my efforts to discuss options, all communications have stopped. This lack of response is unacceptable from a business standpoint and has left me feeling trapped. I need the Better Business Bureau to assist in resolving this matter. I need a resolution that acknowledges my financial hardships and allows me to cancel this timeshare contract without any more strain.

  

  Business Response

  Date: 07/25/2025

  Dear Mr. *********,We are sorry to hear of wife’s passing and the difficulties
  you are encountering. I reviewed your correspondence and have requested a
  member from the engagement team to reach out to you regarding your ownership
  questions. Please look for their email.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. These companies are vetted and these
  are trusted resources. 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. 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. Let us know what company you
  contract with to sell your timeshare.Sincerely,Massanutten Owners Association

• Initial Complaint

  Date:07/23/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against Great Eastern Resorts regarding their lack of assistance in addressing my severe financial hardship and inability to afford the timeshare property I purchased.
  
  At the time of purchase, my family already owned two other timeshares. We were approached by a timeshare reseller, *** ****** of ******* ********* *********, who offered us a free dinner cruise. He used high-pressure sales tactics, promising to sell our two existing timeshares and consolidate them into one. Based on his assurances, we purchased a week at Massanutten with bonus points in Florida.
  
  Unfortunately, *** ****** never followed through on his promises to sell our other timeshares. He became difficult to contact after the sale, and when I physically returned to his office on Hilton Head, I found he was no longer there. We never used the Florida points and eventually canceled them without issue after my divorce.
  
  This purchase was made during a vulnerable time for my family. My youngest son, ****, was medically fragile due to congenital heart disease and passed away in 2018. The mountainous location of the property was not ideal for his physical limitations, and while we initially used the property annually, there were years we couldn’t visit due to his health.
  
  Since ****’s passing and my divorce, I’ve become the sole owner of the timeshare. I no longer have any personal use for the property and cannot afford the ongoing costs. The purchase was made with the intention of simplifying our situation, but my financial and personal circumstances have drastically changed.
  
  I am seeking assistance in terminating this contract. I believe companies like Great Eastern Resorts should provide relief options for customers facing severe hardship and financial strain. I would greatly appreciate any help in resolving this matter.
  
  Thank you for your time and attention.
  
  Sincerely,
  ***** *********

  

  Business Response

  Date: 07/25/2025

  Dear Mr. *********,As we have explained, with any deeded property, you would be
  responsible for selling your timeshare. The company you reference and the sales
  staff you mention are not affiliated with Massanutten Resort.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. 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. Let us know what company you contract
  with to sell your timeshare.Sincerely, Massanutten Owners Association

• Initial Complaint

  Date:07/20/2025

  Type:Facilities Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company Information
  * Company Name: Massanutten Resort
  * Business Name on the Itinerary: Woodstone Meadows
  * Address: **** ****** *** ************ ** ***** (This is their official address).
  
  My Information
  *Name: ***** *****  * Address: **** ** **** *** ***** ********* ** *****  * Phone: ************** * ****** ******************** Complaint Details
  * Date of Transaction: July 16, 2025
  * Date of Interaction: July 16-18, 2025
  * Amount Paid: $399.28 for hotel and $20 for the tour.
  * Receipt/Order/Itinerary Number: *********  Summary of the Problem:
  I am filing a formal complaint against Massanutten Resort for deceptive promotional practices, unprofessional staff harassment, and a failure of service during my stay from July 16-18, 2025.
  I was contacted prior to my visit and was promised a 3-day, 2-night "complimentary" stay in the future in exchange for attending a 45-minute "VIP guest special tour" during my current paid stay. This was a clear bait-and-switch. The "tour" was a two-hour-plus, high-pressure sales presentation.
  The situation was exacerbated by the unprofessional behavior of a manager. When I was tending to my three-year-old son who had been injured during the tour, the manager showed a complete lack of empathy by forcing my husband to bring me back within “10 minutes” and then calling me directly to threaten that I would forfeit my promised complimentary stay if I did not immediately return. This is a form of harassment and is completely unacceptable.
  Compounding this was the terrible quality of the accommodations. Our initial room had a non-functional air conditioner and a severe bug problem that caused a skin rash on me. We were forced to move ourselves at 1:30 a.m. with no staff assistance, and the replacement key to our new room was also non-functional, forcing multiple trips in the rain. On our departure day, the elevator was not working.
  My trip which was supposed to be a relaxing one ended up being the most stressful and waste of time!

  

  Business Response

  Date: 07/23/2025

  Dear Ms. *****,We are so sorry to hear that your recent stay at Massanutten did not meet your expectations. Our staff strives to provide memorable and enjoyable experiences for all of our guests. A manager from the Engagement team will be reaching out to you to discuss your experience and provide assistance. Sincerely, Massanutten Owners Association  

  Customer Answer

  Date: 07/29/2025

  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.
  I received a call from ******* **** who is the Owner Relations Manager at Massanutten Resort. She listened to my complaint very patiently and reassured me that she will investigate and revert soon. It has been a week and I have not heard back from her. I sent her a follow up email too but no response. Massanutten doesn't fail to disappoint an unhappy customer further. I am still waiting for this issue to be resolved as soon as possible.
  Regards,
  
  ***** *****

  

  Business Response

  Date: 08/01/2025

  Dear Ms. *****,Thank you for your patience while we researched your concerns. The Owner Relations manager has reached out to you by email and letter. Please review the information she provided to assist you with your resort issues. Sincerely, Massanutten Owners Association

  Customer Answer

  Date: 08/04/2025

  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

  Date:07/17/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In reviewing my credit report, I suddenly notice that there was an error. The report is not 100% accurate and would like your agency to take an action. I listed below the item with discrepancies:
  
  
  
  GREAT EASTERN RESORT C Balance $0 Date 07/14/2025

  

  Business Response

  Date: 07/22/2025

  Dear Ms. ******,Great Eastern Resort Corporation reports account information to the credit bureaus accurately and in accordance with the Fair Credit Reporting Act, and this has been completed with respect to your account. If you believe any information on your credit report is inaccurate, you may submit a dispute directly through the credit bureau in question. We will promptly review and respond to any inquiry we receive. The direct number for the Massanutten Mortgage team is ************ should you need additional assistance. Sincerely,Massanutten Owners Association

• Initial Complaint

  Date:07/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We feel trapped in an agreement that offers no value and causes significant financial stress. We have expressed our frustration to Great Eastern many times, and they send us the same generic responses every time with no glimpse of hope. This situation is deeply unfair, and we are requesting the assistance of the Better Business Bureau to help mediate and resolve this issue. Since purchasing our timeshare with Great Eastern Resorts, we have never been able to use it due to ongoing booking and availability problems. That is ten years of paying for something unusable. Every time we attempt to schedule a stay, we are either met with unavailability or hurdles that make it impossible to utilize the service we are paying a lot of money for. This has made the timeshare useless in our situation, yet we are still paying for it. We are a hardworking
  family who works in the farming industry, and owning this timeshare is stealing our hard-earned income. We believe our request to cancel our timeshare contract with Great Eastern is reasonable and fair, considering we have never been able to use it. When we started reaching out, all we were told was to sell it. That is not a productive or helpful response, since they go for a penny on Facebook. They have taken a long time to get back to us, and we don’t feel the situation is actually being examined with the depth it requires.

  

  Business Response

  Date: 07/17/2025

  Dear **** and ******,I am sorry to hear that you have had difficulty using your ownership. When I reviewed your ownership record, I found that your account
  has been past due since 2021. Your
  *** Points Membership has also been cancelled due to non-payment. In order to
  use your owner, your owner obligations must be current and that is one reason
  you have not been able to use your ownership. We will have someone from the
  Owner Engagement team reach out to regarding your account and review your
  options. Sincerely,Massanutten Owners Association

  Customer Answer

  Date: 07/21/2025

  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.
  The issue that they want to keep referring to is the fact that our account is not up to date. The issue is that we have never used the timeshare because when we would call to schedule a time and they would say that we had to schedule a year in advance and with being farmers this was impossible to do. 
  We have repeatedly asked for them to take this timeshare back and would be willing to sign it back to them. We paid the timeshare off so we are going to lose all that money but are willing to do that just to get out of this. Trying to sell it ourselves has not worked so they just need to let us out of it by taking it back. They could sell it to another person and make double the money on it since we paid for it once. we do not feel that this is an unreasonable request. 
  Regards,
  
  **** and ****** *****

• Initial Complaint

  Date:07/09/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Despite numerous attempts to resolve the situation directly with Great Eastern, I find myself caught in a position that is affecting my financial well-being and family. Upon entering this agreement, the promises made to us were not upheld; we have not been able to secure vacation weeks that align with our schedule, rendering the timeshare unusable yet financially burdensome. My efforts to either sell or transfer ownership have been unsuccessful, leaving us with no actual solutions. I have reached out to Massanutten's internal equity department multiple times seeking assistance or relief from this contract. They have offered no solutions despite my struggles to meet the financial obligations of this timeshare. The continued burden of these payments is not only affecting my immediate financial stability, but also poses a more long-term risk to my family's well-being. This experience has become overwhelming, and I am seeking the BBB's help to facilitate a resolution. Please help me find a solution with Massanutten, and have them provide options for releasing us from this contract. We are willing to work with them, but they have been completely unreliable in assisting us.

  

  Business Response

  Date: 07/14/2025

  Dear ***** and ******,I reviewed the correspondence regarding your ownership. I do
  not see where you expressed any concern for using your ownership but instead,
  requested cancellation of your ownership. As we explained, you were past the rescission
  period and as with any deeded ownership, you would be responsible for selling your
  timeshare once all financial obligations are met.When you purchased your ownership in February of 2023, your first
  occupancy was in 2025. You purchased occupancy in a 4-bedroom
  Summit with occupancy on odd years. This year would be your first ownership booking/stay. I
  have been unable to find any contact with the reservations department in order
  to verify that you requested to book your ownership and were denied. You are
  still entitled to an annual bonus week, which owners’ access through their
  membership with ***. I am asking the Owner Reservations team to send you
  information to clarify what you own. Please let us know if you need additional
  information. Reach out to the Owner Engagement team by calling the Massanutten Owners
  Association at ************, option * to schedule an appointment that will
  assist you in using your ownership.Sincerely, Massanutten Owners Association

• Initial Complaint

  Date:07/09/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’m writing to request your help with a timeshare we bought at Massanutten Resort in
  September 2020. We were misled during the sales process, and the financial burden and
  operational problems that followed have been overwhelming. At the sales presentation, we said
  we weren’t interested in buying another timeshare. The salesperson told us it was a good
  investment, and that even if we didn’t use it, we could sell or rent unused weeks to cover costs
  or even make a profit. The salesperson even showed us their phone to prove they had done this
  themselves. This claim was a major factor in why we decided to purchase the timeshare.
  After the sale, we contacted the resort to explore selling or renting weeks, and were told this
  wasn’t possible. We felt deceived because we had been promised otherwise. On top of this,
  booking vacations has been a nightmare. Availability is limited, and when we did find openings,
  extra fees almost doubled the price, making it unaffordable. We haven’t been able to use the
  timeshare or the points at all. Financially, the situation has only gotten worse. My husband was
  in a car accident that left him unable to work for a long time, and we’ve been down to one
  income. At the same time, college expenses for our kids have gone up. The loan payments,
  annual fees, and taxes for the timeshare are now impossible to manage. We need help with this.
  Any advice or assistance you can offer to help us get out of this contract would mean a lot. We
  just want a solution that makes sense and lets us move on from this financial and emotional
  burden.

  

  Business Response

  Date: 07/14/2025

  Dear ****** and *******,I am sorry to hear that you are having difficulty using your
  ownership. The sales team covers a lot of material during the presentation. I
  just want to clarify, you purchased a week of occupancy in Regal Vistas with an
  *** Points Agreement. Your reservations are made through ***. I am requesting
  that our *** representative reach out to you and assist you with making
  reservations for your ownership if you have not been able to travel. I did not
  see any activity on your account. Your ownership is for one week. Renting bonus weeks or Extra
  Vacation available through *** are not available to be rented, as you do not
  have ownership of those weeks. We refer owners *********, an independent company
  that allows owners to rent their week, but it is a service you have to sign up.
  Massanutten does not rent or sell your ownership. If you feel your ownership does not work for you, as with any
  deeded property, you are welcome to sell your ownership as long as all of your
  financial commitments have been met. At this time, please contact the
  Massanutten Mortgage regarding your past due account. I hope this information
  has been helpful. Massanutten Owners Association

• Initial Complaint

  Date:07/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Great Eastern Resorts regarding their handling of my timeshare account and
  the stress caused by their lack of resolution. As mentioned in previous communication, due to personal
  circumstances—including health issues, retirement, and the passing of my late husband *****—I no longer
  wish to retain my timeshare. In a recent call with a Great Eastern representative, I requested to speak with a
  supervisor to work toward a resolution and was assured a call within 24 to 48 hours. This promise was not
  kept. Eventually, ****** **** contacted me and explained that my situation is complicated due to an oversight.
  When my late husband ***** assumed full ownership of the timeshare, we failed to transfer the deed, leaving
  my name still on it and holding me liable. I have not paid maintenance fees for the past two years because I
  have not used or benefited from the timeshare since ***** took over. ****** mentioned my account is now
  with legal services as a result. She agreed to review my case, including the original deed work, and said she
  would coordinate with ***** ***** in the legal department. ***** is reportedly handling the legal
  proceedings, possibly involving court intervention. ****** assured me ***** is accommodating and would
  explore any assistance options, but so far, no resolution has been made. My request remains the same: I seek
  a full release from the timeshare contract, including any liabilities, due to my health, financial situation, and the
  stress this has caused. I urge Great Eastern Resorts to consider my circumstances and respond with
  kindness. Their lack of responses is where I need assistance from the Better Business Bureau to step in.

  

  Business Response

  Date: 07/04/2025

  Please accept our condolences
  on the loss of your husband *****. We are sorry to hear of the challenges that
  you and your family are now facing. By reviewing your ownership and the
  previous correspondence that has been exchanged both written and verbally, please
  know that we do not have a program to assist you in terminating your deeded
  ownership. We again suggest that you utilize the suggestions that have been given
  to you in the past. In addition, I will have one of the members of our owner relations
  team contact you at the number we have on record.Regards,Owner Relations Team

  Customer Answer

  Date: 07/08/2025

  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.
  
  
  Regards,
  
  ******* ******
  
  I would like to formally reject the response provided by Massanutten Resorts regarding my concerns. While I understand that they may not currently have a program in place to assist owners in relinquishing their timeshares, I strongly urge them to reconsider their stance and explore options to accommodate my unique circumstances. As a loyal owner, I have made every effort to communicate my concerns and seek a resolution. However, I have been met with a lack of follow-up and responsiveness from the company. Despite my repeated attempts to have my situation reviewed by the appropriate parties, I have yet to receive any calls or updates. This lack of communication has left me feeling unheard, uncared for, and misled by the promises made when I initially entered into this agreement. I believe it is reasonable to expect a company of Massanutten's stature to demonstrate a commitment to customer care and loyalty by addressing individual cases with empathy and flexibility. My circumstances are not typical, and I am asking for the company to take this into account and work with me to find a solution that allows me to return the timeshare. I request that Massanutten reconsider their position and provide a pathway for resolution. I am open to discussing alternative options that may not have been previously considered. I hope that they will take this opportunity to demonstrate their dedication to their owners and their reputation for customer service.  ******* ******

  

  Business Response

  Date: 07/09/2025

  Dear Ms. ******, The staff has returned your calls and explained the legal requirements of the
  timeshare you purchased with your ex-husband. We have also provided the
  contracts and researched the deed on your behalf. As explained, the Massanutten
  Owners Association was not a party to your divorce and the Massanutten Owners
  Association is not responsible for updating your deed. The responsibility for
  that would have been with you and your ex when finalizing the divorce. You
  explained that your situation is complicated, but the deed is a legal document
  filed with the Court that required action on your part to change it or update
  it. Upon your ex-husband’s death, you were the remaining owner on the deed. Again, several members of the staff talked with you multiple times explaining
  the legal requirements of your ownership and your options to use it, exchange
  it, rent it out, or sell it. We also responded to multiple letters and
  explained that we do not have a give back program. As you explained to me, you
  planned to stop paying the maintenance fees. The collections team reached out
  and spoke with you in March of this year. Ms. ****** explained your options
  again. Although this is not the answer you desire, the Owners Association has
  answered all of your questions, responded to your correspondence, and provided
  you with your options. Sincerely,  Owner Relations Team

• Initial Complaint

  Date:07/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over a year ago during serious financial struggles, I contacted Great Eastern to cancel our timeshare. I spoke with ****, who told me to submit my case in writing to the Board of directors. I followed her instructions, hoping they'd understand and help.
  Since then, nothing. No help, no progress - just excuses. Instead of taking responsibility, they told me to sell or rent the timeshare myself, washing their hands of the problem. Recently, I even received a letter saying they "do not intend to respond to any further correspondence." That's crazy.
  We've already spent so much money on this timeshare, and to be treated this way is unfair. It feels they sold us false promises and now refuse to take accountability. After all my efforts to resolve this, they've completely cut us off.
  We can't keep this up. The financial strain is overwhelming, and we just want to move on. All we're asking is for Great Eastern to take back the timeshare and release us from the contract.
  I'm hoping the Better Business Bureau can help because we're at a loss.

  

  Business Response

  Date: 07/04/2025

  Ms. ******,I am sorry that you no
  longer wish to own your property here at Massanutten. We do not have a program
  to alleviate you from ownership. We have provided you with suggestions to assist
  you in the sale of your deeded property. I hope that you will take advantage of
  those suggestions as we process many transfers on an annual basis from people who
  have had success in selling their deeded property.Regards,Owner Relations Team

• Initial Complaint

  Date:07/01/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are filing a complaint against Massanutten Resort (Great Eastern Resorts) regarding our timeshare contract, which was sold to us under misleading circumstances. During the sales presentation in July 2023, we were verbally promised flexibility in scheduling vacations, the ability to use the timeshare “anytime,” and an easy rental process. These claims significantly influenced our decision to purchase. However, we later learned our ownership is for a fixed week only. In order to use it outside that timeframe, we would have to pay additional fees, something that was never disclosed during the presentation.
  Furthermore, the “rental option” we were encouraged to pursue turned out to require upfront fees of nearly $3,000, rendering it financially unreasonable. We feel duped and misled, as none of these critical limitations were clearly explained to us in advance.
  Despite multiple letters to Owner Services explaining our situation, Massanutten has refused to release us from the contract. Adding to our distress, my wife has experienced significant health issues, and we can no longer travel or utilize the timeshare. Yet we are still burdened with maintenance fees for a property we cannot use and were misled into buying.
  We are not trying to walk away from a fair deal—we are asking to be released from a contract that was entered into based on false representations and that has become impossible to fulfill due to serious health and financial hardship.
  We request the BBB’s assistance in seeking a full cancellation of our timeshare agreement.

  

  Business Response

  Date: 07/04/2025

  Mr.
  *******,We have taken the time to review your ownership
  and cannot find where we have not held up the contract. In addition, the Acknowledgment you
  signed and initialed at Closing makes clear that the timeshare was sold for
  personal use and that no sales representations, oral or written, were relied
  upon by you when purchasing the timeshare. The Acknowledgment clearly outlines
  the annual maintenance assessment obligations with respect to the timeshare and
  is signed and initialed to confirm you had the opportunity to read and
  understand the Contract for Purchase and Sale and other relevant documents. We
  have replied to your many requests to release you from your deeded ownership,
  as stated previously we do not have a program to assist you. We have offered
  you suggestions to assist you in the sale of your property.Regards,Owner
  Relations Team

  Customer Answer

  Date: 07/08/2025

  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.Thank you for the response from Massanutten Resort (Great Eastern Resorts). However, I respectfully reject their response, as it fails to address the core issues raised in my original complaint. While the resort refers to a standard Acknowledgment document signed at closing, this document does not negate or excuse the materially misleading sales tactics used during the presentation, tactics that heavily influenced our decision to purchase. We were clearly and repeatedly told by the sales representative that we would have flexibility in scheduling, that we could use the timeshare “anytime,” and that we could easily rent it out to recoup costs. These representations were not only verbal but emphasized in writing on promotional materials shown to us. At no point were we told that we were purchasing a fixed week with limited options outside of that time unless we paid additional fees. Nor were we informed that the so-called “rental program” required nearly $3,000 upfront, making it inaccessible to us. This was not a case of misunderstanding the terms, we were deliberately misled. The fact that these promises are not reflected in the final paperwork is exactly the issue. This is classic bait-and-switch sales behavior, and the Acknowledgment document cannot be used to retroactively justify deceptive practices. If anything, it underscores the need for consumer protections in timeshare sales.Additionally, our circumstances have changed dramatically since the time of purchase. My wife is now dealing with serious medical issues that prevent us from traveling, and we are financially strained. Continuing to charge us maintenance fees for a property we cannot use, one we were misled into buying, is both unethical and unconscionable. We are not asking for anything unreasonable. We are simply requesting to be released from a contract that was entered into under false pretenses and that has become impossible to fulfill due to legitimate and verifiable hardship. We respectfully request that the Better Business Bureau continue to mediate this issue and assist us in pursuing a full cancellation of our timeshare agreement.Sincerely,
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 07/09/2025

  Dear Mr. and Mrs. *******,We are sorry that you feel
  misled, but your statements do not reflect our sales process or the contracts
  you signed. Your initial purchase did provide you with membership in ***, which
  provides a tremendous amount of flexibility when scheduling a vacation. As you
  can imagine, *** has their process that new owners learn about when using their
  bonus week or banking their ownership week and exchanging. Flexibility is what
  many of owners love about being *** members. Upon review of your paperwork,
  I cannot find where you purchased a timeshare that is available on demand, at
  any-time you request. The rental process has been described by many owners as
  easy to navigate. We provided you with information for *********, an independent
  company that has on-line services, as well as an excellent reputation with our
  owners. The $3,000.00 payment for rentals you mentioned, sounds like a scam. Please
  be cautious, *** does not allow third-party rental rentals of exchanges or
  bonus weeks.The owner engagement team
  would be happy to speak with and advise you regarding your ownership, please call the Owners Association and ask to speak to the engagement team. In order
  to use your ownership, your account does have to be current. Please reach out
  to the in-house collections team at ************ and the Massanutten Mortgage
  team directly to address your past due accounts. Please consider honoring your
  contractual agreements and becoming an owner in good standing.Sincerely, The Owner
  Relations Team