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:04/12/2023

  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.

  It is the most infuriating thing that Great Eastern will not answer. We have submitted reviews, emails and letters to get their attention. None of which they choose to respond to. How is anything ever meant to be accomplished if they wont respond? We are trying to voice of deep concern with how we were treated and it seems that this is a company-wide approach to neglect owners. We just keep hitting a brick wall with this company.
  
  What should we do now?

  

  Business Response

  Date: 04/14/2023

  Mr. *****,I have researched your
  account and cannot locate any correspondence either received or sent. Please
  know that you can email ************************** or you can call the Owners Association at ************ option 1 and someone
  will be happy to discuss your concerns. Regards,****** * *********Customer Service Specialist

• Initial Complaint

  Date:04/12/2023

  Type:Service or Repair 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.

  Woodstone meadows Premium 2br with Jacuzzi
  Check in 4/08/2023
  Check out 4//10/2023
  
  3adults
  3 children
  Total $599.48
  
  During our stay the blankets hadn’t been washed, only the sheets. After Covid this should have changed. My child was denied access to several activities because she was three pounds underweight. This is detrimental for a 7 year old. We agreed to take a tour that we were told would be an hour long. This ended up taking 3 hrs. This is time with our children we cannot get back. We had paid for the water park that day to spend the entire day. This was cut extremely short because of this. This was our first vacation in 6 years. Time we can’t get back. What was supposed to be fun, was a very unhappy experience. Everyone of us experienced painful necks due to the pillows from the room. They were small, stiff, and uncomfortable. Our neighbors also had children above us that were extremely loud. Thumping and jumping all hours of the night. The walls are thin so you can hear everything. I had to rewatch dishes because there were finger prints and lip marks on the cups. This is disgusting. We had expected to enjoy ourselves and relax, this didn’t happen. I was also charged an additional deposit at the desk upon entry. Which means they must have waved our promo package and charged us the full $599.48. Word of mouth goes a long way, I have also attempted by phone and email 7 times for a response. I have still not received. There seems to be no direct contact for any supervisor, and was told twice they were unavailable when I called. We did pay for several things the water park, gifts, tubing, mining, food ect. I feel with all of the issues we faced we should be reimbursed for our stay. I also feel that better communication would be highly beneficial.
  Regards,
  ***** ******* ******* 

  

  Business Response

  Date: 04/14/2023

  Mr. *******,I have taken the time to
  review your stay, and I would like to apologize for the inconveniences that you
  experienced. Please know that we care about you and want you to be well pleased.
  With that being said I did forward your complaint to Zenaida Hall our Owners Relations
  Manager, and she has composed a correspondence addressing your concerns and
  mailed it to the address that you have provided. Please be looking for her
  letter.Kind Regards,****** * *********Customer Service Specialist 

• Initial Complaint

  Date:04/04/2023

  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 are reaching out to you with concerns and complaints about a timeshare that we purchased with Massanuten Resorts. We’ve been denied by their company multiple times because they will not take accountability for their actions. We feel as if we are being held captive as a timeshare owner. In every denial letter, they justify their con-like sale strategy by telling us that we signed the timeshare contract and that we shouldn’t rely on oral communication but on what we signed. When in reality we had no choice but go off of their oral communication cause we never were given the chance to read the timeshare contract. They are allowing their company to lie and manipulate customers to buy a timeshare and they get away with it. It’s outrageous that they act as if they’ve done nothing when this is a part of their strategy from the beginning. When it comes to our money we know when we are being scammed. Purchasing this timeshare was certainly a scam that affected our finances. As a military family, this treatment shouldn’t be trusted which is why we want to get out of our ownership. Also, the staff is dismissive, inconsiderate, and greedy. All they care about is money and we can’t continue to be treated this way. ******* ***** their Hospitality Director tried to appear as if he cares but he’s heartless just like the salesmen. We are a military family moving around the country and income changes all the time. Owning the timeshare is a liability to our financial security. This has been explained but they do not care. I’m serving my country and this timeshare only cares about dollar bills. This isn’t fair to me or my family and we will not let this business hurt us anymore. We are asking for your help in canceling this timeshare so we can live stress-free and for limited monetary purposes.

  

  Business Response

  Date: 04/07/2023

  Ms. ******,I have reviewed your file and find that you
  purchased the original property in November of 2017, then you upgraded in
  October of 2019. With regard to cancelling your contract, the Virginia
  Time-share Act is clear with respect to rights of rescission for timeshare
  purchases in the Commonwealth.  The Act
  provides a seven-day period of rescission, which was contained in your executed
  Purchase Contract and on the first page of the Public Offering Statement
  provided to you at Closing.  You are well
  beyond this recession period.  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.I also see where our Director of Hospitality
  Administration ******* ***** has replied to each and every letter that we received
  from you. Within these letters Mr. ***** has stated that we do not have a
  deed-back, buy-back or re-sale program to assist you. He offered you many options
  to sell your property. Here at Massanutten Resort we only take back property
  for three reasons and they are if you take advantage of the seven-day recission
  period from date of purchase, if you trade your current property in on another
  property, and in the event of a foreclosure on the property for non-payment. Your points membership with RCI
  gives you a variety of options to exchange, travel to other destinations, come
  back to Massanutten or choose another week to visit us - all based on RCI availability, exchange fees, and booking requirements.
  Points owners reservations are handled through RCI including exchange fees,
  booking windows, bonus weeks, and other travel opportunities.Once your maintenance fees are
  paid, call RCI® or visit RCI.com 12-13
  months in advance of your ownership week to book your week, even if you are
  reserving your Massanutten Home Week and do not want to pay additional fees
  from RCI, you must meet the deadline. If you call RCI Points with less
  notice, your Home Week booking may not be available. *If your ownership weeks
  is available and the start date is less than 12 months away, RCI Points will
  consider the reservation an exchange, assessing an exchange fee. Find out more at *************************** ** **** *************If
  you are unable to use your timeshare and want to rent it out, after reserving
  your ownership week at Massanutten, contact *********. Due to RCI restrictions,
  RCI exchanges are not eligible for rentals. The exception for RCI reservations
  and rentals is Points Owners that have made their Home Week reservation. Explore this great option for owners – at ***************** ** **** ***************Again, I hope
  that you will explore the options that Mr. ***** spoke about in his
  correspondence with you. I hope that you find the information in this
  correspondence helpful as we hope to keep all of our owners happy and using their
  ownership to create lasting vacation memories. Regards,****** * *********Customer Service Specialist

  Customer Answer

  Date: 04/10/2023

  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.
  As a military family, we are unsatisfied with this response because this company continues to justify the negative tactics they do toward their owners. In their response they discuss the Acknowledgement that we initialed but they don't discuss how they pressure us to sign and not give us time to read it. They keep pointing out to us about what we've signed but they do not talk about how they got us to sign the contract. In their response they stated, "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." Now, help me understand how this makes sense when we only can rely on oral information because we weren't able to read anything during the presentation. We had no choice but to rely on what was being told to us. This tactic shows how this company manipulates people. How could a company this big not have a program for owners. It's like they want you to be stuck in this forever while they benefit from your money. We do not have the finances for this as a military family. We are always readjusting our lives because of the military so we can't continue to keep this irrelevant investment you call a timeshare. We don't want this timeshare, we don't want to use the timeshare, and we don't want to be connected to this company anymore. If this company would like to keep us happy then cancel our timeshare.  Regards,
  
  ******* ******

• Initial Complaint

  Date:03/30/2023

  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’ve reached out to Massanutten Resorts about the timeshare that we own and the difficulties
  that we’ve been having with our timeshare. They sent us a denial letter and totally dismissed our feelings
  and concerns. This company literally doesn’t care about how we feel all they care about is their money
  and holding us hostage as owners. I remember during the presentation we kept telling them no but they
  bombarded us with so many salesmen. They kept repeating to us that this would be a good investment.
  We later found out the timeshare is nothing but a stressful money draining burden. We’ve only used the
  timeshare one time since we bought it. The one time that we used the timeshare the unit we stayed in was
  nowhere near what they showed us during the presentation. The amenities that were presented during the
  presentation were not open during our visit. I did not think that I would be stuck in this with this
  timeshare. I was under the impression that I would be able to terminate this timeshare within 90 days.
  This timeshare is hurting me and my family financially. Please help us terminate our timeshare so we can
  have financial freedom

  

  Business Response

  Date: 04/07/2023

  Mr. ********,I have reviewed your ownership and it seems that you purchase
  your property in April of 2014. While reviewing I can see where Mr. ******* ***** our Director of Hospitality Administration has replied to your correspondence
  and explained that we do not have a deed-back, buy-back or re-sale program to help
  you. With that being said there is only three ways we take back property and
  they are if you take advantage of the seven-day recission period from the date
  of purchase, if you trade your current property in on another property, and in
  the event of a foreclosure on the property for non-payment. I would recommend
  that you review the correspondence from Mr. ***** and explore the options that he
  has outlined for you.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.The Resort
  has reviewed the purchase files and can find no documentary evidence that Great
  Eastern failed to provide you with the timeshare that you contracted for,
  purchased, and financed. To the contrary, we can provide specific acknowledged
  representations, initialed at Closing, which directly refute the accusations that
  you are now making.If it would
  be more palatable for your finances to set up a monthly payment plan for your
  past du maintenance fees in the amount of $1,896.79, please call In House
  Collections at ************ and someone will be happy to assist you. We have
  thousands of owners who enjoy wonderful vacations annually and we hope that you
  choose to become an owner in good standing.Regards,****** * *********Customer
  Service Specialist

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair 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.

  To Whom This May Concern,
  I am hoping that you can provide me with some assistance with exiting my timeshare
  agreement with Masanutten Resorts. I’ve reached out to them about canceling my timeshare
  but they unwillingly will not assist me. I’m very offended by how this company misguided me into buying a timeshare. During the presentation, their salesmen use intimidation tactics and pressured me into buying the
  timeshare. During the tour person had a beat-up car, the headliner fell down, and no air
  conditioning made inappropriate comments directed at our daughter (maybe 10 at the time)
  and insulted us multiple times because we are from *********. He was a very arrogant and
  aggressive person. When we got back to the resort, a police officer for Massanutten arrived, put
  my husband up against the wall, and frisked him. Apparently, the tour person secretly reported
  that my husband had a gun but kept taking us to different places on the mountain for hours. ** *** *** ****** *** *** **** ***** ** ******* ***** *********** **** * *** ***** ** ****** *** **** ******* Finding nothing, the officer questioned the accuser in front of us and the accuser
  said “well I didn’t say I saw a gun.” The officer apologized profusely. No one from the resort
  apologized. We’ve had nothing but negative experiences with your company. When I used the
  timeshare I experienced having roaches in a brand-new unit. I had to wait hours before being
  sent to another room. Mind you the timeshare knows about all these negative things we’ve
  witnessed but they’ve done nothing about it. They’ve only given us their useless apologies and
  stated they cannot do anything to help us. They’re putting this on us to sell our timeshare to get
  rid of it. I’ve even expressed to them that my husband is now legally blind and is unable to
  travel. They have no remorse for my situation which gives me even more reason why I want to
  cancel my timeshare.
  Sincerely,
  ****** ******

  

  Business Response

  Date: 04/07/2023

  Ms. ******,I have taken the time to completely
  review your ownership and our correspondence over the years. We have found correspondence
  with you regarding your request to terminate your contract and from your
  attorney, ******, ****** & ******** in 2018. We have responded to your
  attorney ******, ****** & ******** on August 29, 2018, September 19, 2018
  and October 24, 2018. Please know that we have not received correspondence from
  the above-mentioned attorneys stating that they no longer represent you.In 2023, you communicated by email
  and ****** ********* from the Owners Association responded to those two emails
  regarding complaints and a request to terminate your contract. The content of
  those emails are the same content and complaints that you have now posted with
  the Better Business Bureau.These emails were received on January
  12, and 17th of 2023, and responded to on January 13th and 19th 2023. While we
  have addressed your concerns and offered apologies for the situation that you and
  your husband described. In our research, we found no records in the sales
  process, your reservation history, or with our Security team to indicate those
  events occurred or that you reported any concerns during your last visit in 2019
  or prior visits.Regarding your request to cancel your
  timeshare, as we explained multiple times, we do not have a deed-back, buy-back
  or re-sale program to help you. As with all deeded property you have the
  following options; use your ownership, exchange through RCI for another place
  or time, sell the property, or have it transferred into someone else’s name. We
  have Owners who transfer ownership to family members and are able to transfer
  the Gold Card benefits, as well as the entitlement to the free bonus week. If
  you sell the property outside of family, these benefits are not transferrable.Again, I would
  again like to offer some resources to assist you in selling your property. *** ******** ****** ********** ********** We have processed many of these transfers and know
  that this program works. I will also caution you not to pay anyone a set 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. While we have
  empathy for your struggles, we hope you are able to use your ownership in the
  future or find a resolution you can be happy with. I hope you find this
  information helpful. Kind Regards,******* ****, Owner Relations Manager

  Customer Answer

  Date: 04/10/2023

  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.
  
  First, I would like to say that this company will not take accountability for their actions and we are very disappointed how we are being treated. We have every right to discuss and express what we went through with this company. Expressing your apologies about what we went through isn't enough or acceptable. You should take more accountability than giving us a worthless apology. This company didn't do any research about our situation and they do not care about what they've put us through. It seems like they are trying to say that we are lying about what we been through when they are the ones who's lied especially when it comes to the timeshare. We want to be completely detached from this company. We don't trust anything they say or do. We know our experience and if they want to keep neglecting us then we will fight our way through to get out this timeshare. We don't see why we would have to sell or transfer the timeshare to anyone when that is their expertise. How could this company be so heartless when I've told them about my husband being legally blind and unable to travel. We are both retired and on a fixed income. We are not suitable to be timeshare owners. Please assist us with this since Massanutten is neglecting us. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:03/27/2023

  Type:Product 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 don't know who else we can contact to resolve our timeshare. We have sent emails to them which they don't respond. They take very long to respond to anything if they choose to respond. The latest email they didnt respond.
  
  We hope you are doing well. We are writing to Massanutten today to disclose our unhappiness with this timeshare. We have been told there is a potential we can be released from the timeshare by a hardship route. We were told that the only option is to sell it ourselves. The constant miscommunication is why we no longer want to pursue any relationship with Massanutten Resorts or any affiliated company. We have continuously asked for the account to be closed, yet no one can give us any solid solution s to how to do this. We have already been told Massanutten does have some sort of hardship program by Theresa ad Yevette. We do not need another response stating that there are no options to extinguish the agreement when we know that not to be true. We are both in our 70s and retired. We do not want to continue going back and forth with your company. We have all the time in the world now that we are retired, but that does not mean we want to use our time arguing with you. We have to care for our family, who depend financially on us. With us also being retired, this has caused us to look into our budgets and be more careful as to how much and where we are spending our money.

  

  Business Response

  Date: 04/10/2023

  Mr. *********,I have taken the time to research your account
  and I have found that you purchased your property in October of 2012. I also
  see that ******* ***** our Director of Hospitality Administration has replied
  to your correspondence may times the last time was in June of 2022. I also have
  reviewed the records that were sent to you from ******* ******* and ****** ******** in May of 2021 which all have advised you to **** *** if you remain unhappy
  as we do not have a program to alleviate you from ownership. I myself have also
  interacted with you thru email in January of 2022. While I understand you have had a change in
  your situation, and you no longer wish to own the property as with any other
  deeded property if you no longer wish to own it you will have to sell it. I will again, we suggest exploring the resources found on the ******** ****** ********** *********** * ****** ******* ********* ***** **** ******** ****************************************************************
  We have processed many of these transfers and know that this program works. If
  you choose not to work with **** there are other avenues to help assist you in
  selling your timeshare such as social media, newspaper, friends, and family as
  well as other sources that can be found on the world wide web. We also caution
  you not to pay anyone a set 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. Please know that you can also transfer into someone
  else’s name. We have Owners that transfer ownership to family members and are
  able to transfer the Gold Card benefits, as well as the entitlement to the free
  bonus week. If you sell the property outside of family, these benefits are not
  transferrable. There are only three ways we take back property and they
  are if you take advantage of the seven-day recission period from date of
  purchase, If you trade your current property in on another property, and in the
  event of a foreclosure on the property for non-payment.I hope that you find this information helpful and informative. Regards,****** * *********Customer Service Specialist 

• Initial Complaint

  Date:03/21/2023

  Type:Product 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 highly disappointed in the service by Great Eastern Resorts. They choose to ignore my
  family and me. We stated that we no longer wanted the timeshare because of the false
  advertising and somehow, it gets turned back on us that we have signed and initiated “several”
  documents that dispute any complaint we have. They are not a customer service-based
  company. They are a scam. They have put these same notations in their contracts so that they
  can legally steal from people. I will not stop making it known the type of people Massanutten or
  Great Eastern presents to be because I know the truth. They do not care about people and if
  they are happy or not. They care about the $7000+ people are paying them. I doubt I am the
  only one who has dealt with a situation like this from this company. They are a 1-star resort and
  they brag and manipulate people into thinking they are better than they are.

  

  Business Response

  Date: 03/22/2023

  Ms. ****,I have
  reviewed your records and it seems that you originally purchased an Eagle Trace
  unit in May of 2015 then you traded that unit for a Woodstone unit in May of
  2021. This is why you have 2 sets of documents.I see where you have been in contact with ******* ***** our Director
  of Hospitality Administration since your initial contact in May of 2022. I see where
  Mr. ***** has written you three times explaining your documents and he has
  offered you options to sell your property once your mortgage is paid in full if
  you are no longer interested in owning here at Massanutten. As Mr. ***** has stated
  many times, we do not have a deed-back or buy-back program to assist you.
  Please know that there are only 3 ways that we take back a property and they are. if you take advantage of the seven-day recission period from date of purchase,
  If you trade your current property in on another property, or in the event of a
  foreclose on the property for non-payment.  I am sorry that you are no longer happy with your purchase,
  I will re-iterate Mr. ***** and state that we have offered you suggestions to
  sale your property, please look into these avenues as we hope to keep all of
  our owners happy.Regards,****** * *********Customer Service Specialist

  Customer Answer

  Date: 03/27/2023

  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.
  
  Ms.*********, those are not options. That is Massanutten not wanting to take responsibility for the issue created. 7 days to give it back but we cant book anything for almost a year out!??! This is a joke. That is not a fair solution and it has only caused us grief. You are not sorry that we are unhappy. There are hundreds of unhappy people, and this company chooses to do nothing! We were scammed into buying the timeshare thats why we dont want it. Not because we are unhappy but because we were SCAMMED! You are continuing to do it because you will not take it back! If we have to continue to pay this we will never be able to go on a vacation with our family which is whats promised right?
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:03/14/2023

  Type:Service or Repair 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.

  The company Great Eastern Resort/Massanutten Resorts has shown me that I no longer what to own a timeshare. I solely regret trusting this company and purchasing a timeshare. They’ve literally denied me multiple times to cancel my ownership with them. This company hasn’t listened to my concerns or even assisted me with my issues. This company never takes accountability for what they’ve put on me. We’ve had nothing but bad experiences with this timeshare. We’ve only used it 3 times and we’ve never felt safe there. When we got married and visited the timeshare the door was broken and unsecured. Also when we arrived they acted as if we didn’t have a reservation when I know for sure I booked the reservation. I had to spend an extra $1,000 to get another hotel that wasn’t affiliated with the timeshare. This was on May 23rd and was supposed to be the best day of my life. They even went to great lengths to get us to upgrade our timeshare when all we wanted to do was enjoy our marriage and vacation. That is something we should not be experiencing when we’ve paid all of this money. The salesmen were laying it on thick but at the same time telling lies. Why should we pay maintenance fees? When we visited the unit we had to clean the unit, strip the bed sheets, wash the dishes, etc. That isn’t our job to do since we’re paying maintenance fees every year. During the meeting I could on rely on the information that they’d told me. This company is throwing a rock and hiding its hand which is so unfair to owners. In the denial letter, they sent me it stated that I signed that “no sales representations, oral or written, were relied upon. I honestly didn’t know nor was I aware that I initially agreed with this. I couldn’t rely on anything written because I wasn’t provided the time to read the contract. This company's tactics are very con like and I should have never fallen for this. I also want my money back because I am given my money away for absolutely nothing.

  

  Business Response

  Date: 04/13/2023

  Ms. *****,I have taken the time to review your file and
  see that ******* ***** our Director of Hospitality Administration has replied to
  your correspondence four times. Mr. ***** has provided you with suggestions to
  help you sell your property. There are only three ways we take back property and they
  are if you take advantage of the seven-day recission period from date of
  purchase, If you trade your current property in on another property, and in the
  event of a foreclosure on the property for non-payment.  With that being said I see that you are past
  due in your mortgage payments and Great Eastern Resort Corporation has started
  the foreclosure process on February 07, 2023. If you would like to discuss that
  please call Great Eastern Resort Corporation at ************ and someone will
  be happy to answer any question that you may have.I have reviewed your visits
  which was on 5/26/2007 thru 06/02/2007, 03/26/2011 thru 04/02/2011, 05/17/2019
  thru 05/24/2019, and 07/24/2021 thru 07/31/2021 and I do not see where you ever
  reported the incident in regard to an unclean unit to our front desk. Please know
  that if ever there is an issue we want to know and we will send someone out to
  clean the unit or will assign you another unit as we wish to keep all of the owners
  happy and enjoying their time at the resort.Again,
  we are sorry you are unhappy with your ownership at this time and would like to
  help in any way we can to make your ownership experience a better one.Regards,****** * *********Customer Service Specialist

• Initial Complaint

  Date:03/07/2023

  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.

  They allowed us to take over someone else payments but will not allow us the same opportunity. When requesting to end the contract, they state there is no way out unless we sell it ourselves. It doesn't make any sense if they sold the timeshare to us from someone else initially. How is that right, and is it a lie on their part?
  
  The lying seems to never end with them. This was not a good investment as advertised. The salesmen made this investment seem like we would be making money instead of paying more for something we hardly use.
  
  We do want to be reimbursed for the 2020 year since we were unable to travel during that period. They charged us for that time even though they did not allow any reservations to be made due to the restrictions. This is an ongoing debt accumulation scam that we want to get out of.

  

  Business Response

  Date: 03/07/2023

  Ms. ****,I have reviewed your ownership and it looks like
  you have written several letters and ******* ***** our Director of Hospitality
  Administration has replied to them. We have been in contact with you regarding
  your request to terminate your contract since October of 2021. During this time,
  we have shared with you ways to sell your deeded property. We have also shared
  with you the 3 ways that we take back a property and they are, if you
  use your right of recission within the first seven-days of purchase if you
  trade your property for another property or in the event of foreclosure for
  non-payment.We are sorry that you remain unhappy with your purchase,
  you have mentioned that you have difficulty making reservations please know that
  we have a department that specializes in helping our owners get the best from
  their property. I would like to suggest that you contact that department they
  are known as New Owners Vacation Advisors, and they can be reached at
  ************* I also see that you are a member of RCI and our contact person
  for them is ***** ****** and she can be reached at ###-###-####. These folks
  can help you understand how to get the best out of your ownership.I see that you are past due on your maintenance fees in
  the amount of $1308.84. If it would be more palatable for you please call In
  House Collections at ###-###-#### and they will be happy to set you up on a
  payment plan that is affordable. Again, we are sorry you are still unhappy with your Woodstone
  at Massanutten timeshare ownership, but we will not cancel the contract you
  have entered. We again urge you to honor the terms of your contract and your
  timeshare ownership obligations.  Regards,****** * *********Customer Service Specialist

• Initial Complaint

  Date:02/27/2023

  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 keep sending them emails, but they never respond. It has gotten to the point where we don't know who to turn to next. Is there anyone that can recommend how to get them to respond? We feel ignored despite them stating they apologize that we are unhappy in our ownership.
  
  It is not a sincere apology by any means. They just want to coat their lies in fake positivity, which is not an acceptable form of communication. We need this account to close because it is nowhere close to what we were told to expect.

  

  Business Response

  Date: 03/07/2023

  Mr. *******,I have taken the time to
  review your ownership and I see where ******* ***** our Director of Hospitality
  Administration and been in contact with you through letter correspondence since
  August of 2022. Should you like to have copies of those replies please contact
  the Owners Administration at ###-###-#### option 1 and someone will be happy to
  provide them to you. Within those correspondence
  I see where Mr. ***** offered you information to get the most from your
  timeshare as you had stated that you were having some difficulties using your
  property. Also in the correspondence was information advising you that we do not
  have a program to assist you in alleviating you from ownership, he did however
  offer suggestions to you to assist in the sale of your property. We truly have sympathy
  for you and have offered you resolution. As stated in previous correspondence
  we cannot close your account as this id deeded property, and you will need to
  transfer ownership to another person or persons to be able to no longer be
  responsible for your property. Regards,****** * *********Customer Service Specialist