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:05/12/2025

  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.

  Dear Better Business Bureau,
  We’re filing a formal complaint against Massanutten Resorts due to their dishonest handling of our timeshare contract and neglectful responses to our repeated attempts for help. As a military family constantly relocating, we trusted their promises but have found ourselves in a financial nightmare with no support. We were initially offered a free 3-4 night stay at their resort in exchange for attending a one-hour presentation. That presentation stretched beyond four hours and pressured us into what they described as a “family investment” to pass down to our children. Despite declining multiple times, their persistence eventually wore us down. They promised free nights and the ability to use the timeshare for national and international trips, omitting the requirement of a costly *** membership for those options. Additionally, the annual maintenance fees have ballooned from $385 to nearly $594, further compounding the financial strain.Our military lifestyle has only worsened the burden. Frequent relocations, including three moves since purchasing the timeshare, have caused severe financial hardship. My wife often faces years of unemployment after each move, leaving us to survive on one income. The high cost of the *** membership left the timeshare useless, and we’ve only used it for a single trip. The COVID-19 pandemic brought even more struggles, including the loss of my part-time job, forcing us into debt.
  Massanutten Resorts has shown no empathy throughout this ordeal. Repeated attempts to contact representatives like ******* **** have been met with rudeness or outright silence. They refuse to work with us on a cancellation or resolution, instead prioritizing fees over our situation.
  We’re asking for the BBB’s assistance in holding this company accountable and helping us reach a fair compromise. This timeshare has become an unbearable weight on our family. We deeply appreciate your time and hope for your support in resolving this matter.

  

  Business Response

  Date: 05/12/2025

  Dear Mr. and Mrs. *******, We are sorry to hear you have not success in using your ownership. Please reach out to the Engagement Team for assistance at ************ option1 for assistance. Regarding selling your ownership, as we explained, you would be responsible for selling their ownership once like any other deeded property once all financial obligations are current. After bringing the account current and 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

  Customer Answer

  Date: 05/15/2025

  The response we received from Great Eastern is not yet satisfactory. We need confirmation that contacting their engagement team would focus on discussing alternative options to cancel our contract. We're facing severe financial difficulties and are looking for a fair compromise to resolve this situation.Frankly, we’ve felt disregarded, especially due to ******* ****** lack of concern regarding our circumstances. We’ve tried to approach this respectfully, despite feeling disrespected, but we won’t tolerate being taken advantage of any longer.We want to know if their engagement team can actually assist in terminating this contract. If not, please provide us with information on which department or process handles such matters, or how other clients have successfully ended their contracts with Great Eastern.We’re simply asking for clarity and cooperation to move forward.Thank you,******* ******* * ********* *******

• Initial Complaint

  Date:05/09/2025

  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.

  We were misled into signing a contract with Great Eastern Resorts, and they refuse to talk about
  taking back the membership to satisfy the debt. It feels like they know the timeshare has no
  value, no chance of resale, and they’re fine with treating us like just another set of suckers.
  
  We’ve been trying to open a dialogue about canceling our timeshare, but it’s impossible to get
  anywhere. People online say the only way out is to default on maintenance fees and maybe
  even the mortgage, but forcing us into that corner is consumer abuse. Our lives shouldn’t be
  turned upside down because GER hires salespeople who will say anything to close a deal, even
  if it means misleading families.
  
  This is a crushing financial burden I don’t want to pass down to my kids. We would never have
  agreed to this if we had been given honest, straightforward information. Instead, we’re stuck
  with annual increases in maintenance fees on top of overwhelming mortgage payments. This
  whole situation is unfair and unsustainable.
  
  Great Eastern Resorts needs to take responsibility and resolve this ethically, not just because it
  benefits its bottom line.
  
  ******* * ***** ******** 

  

  Business Response

  Date: 05/12/2025

  Dear Mr. and Mrs. ********,We are sorry to hear you are having a difficult time using and enjoying your ownership. It is deed property and owners are responsible for selling their ownership.  Also, only deeded owners are responsible for the ownership. From reviewing the account, there are no other family members on the deed.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:04/30/2025

  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’m filing a formal complaint against Massanutten regarding my timeshare ownership and the incredibly frustrating experience I’ve had trying to cancel my contract. Despite many attempts to resolve this directly, their unhelpful and dismissive responses have left me no choice but to seek help.When I reached out to Massanutten about the financial burden of the timeshare and asked to cancel, they repeatedly dismissed me without offering any real options. My circumstances have changed drastically since I purchased the timeshare—I can no longer afford it or use it. Instead of helping, they tried to up-sell me on their new point system, which only made things worse. They really could not or did not want to understand the heart of the matter.I also tried to change my vacation weeks, but they gave me nothing but resistance and no solution. Recently, they told me the only way to end my contract was to find a buyer myself. I’ve searched online endlessly, but there’s no legitimate way to sell these timeshares, which has left me feeling even more frustrated and stuck.To be clear, I’m not asking for a refund for the large amounts of money I’ve already paid. All I want is to be released from my timeshare contract with no further financial obligations. I expected Massanutten to do this, since they lose nothing, but their refusal to address my concerns has left me entirely trapped. I need help from the BBB to step in and help resolve this issue. This complaint needs to help warn people away from Massanutten altogether. I need Massanutten to let me end this agreement. I’ve made many good-faith efforts to fix this, and their lack of accountability has caused me unnecessary financial and emotional stress. I’ve run out of options and need your assistance.Thank you for your time. I hope your involvement will push Massanutten to do the right thing.

  

  Business Response

  Date: 05/05/2025

  Hi ******** ****,Your account indicates we just reviewed your options by phone regarding the opportunities to sell. As the Engagement Team explained, it is up to the owner to contract to sell the ownership. here are the resources we provided: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

  Customer Answer

  Date: 05/09/2025

  Better Business Bureau:
  
  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 need to highlight several issues with their response, as it fails to address the core concerns raised in my original complaint and offers inadequate solutions to my request for resolution. Their response informed me that I must find a third party on my own to purchase my timeshare. While this might seem like a solution on the surface, it overlooks the central issue I raised in my original complaint. I have already expressed the difficulty in locating legitimate buyers for unwanted timeshares. The recommended resource, the **** *** website, simply lists resale providers but does not ensure successful transactions or offer concrete support to owners like me. Referring me to vague resources does not constitute the meaningful assistance I was seeking. The example of your warning about scams further emphasizes how risky and fraught the resale process can be and offers little reassurance.The **** *** website that was cited in your response lists multiple resale providers, but it lacks any clear assurance of outcomes. Using one of these providers often involves additional fees, substantial effort, and no certainty that the timeshare can be sold at all. To illustrate:Providers such as Timeshares Only and SellMyTimeshareNow generally charge fees for their services without guarantees of success. This adds yet another financial burden on already struggling owners like me.Your response indicates that resolving my financial burden is entirely up to me: “up to the owner,” shifting the responsibility onto me instead of providing relief options when someone's circumstances have changed. Massanutten’s refusal to offer a straightforward exit solution demonstrates a lack of accountability and ignores the reality that many timeshares owners face when their financial or personal circumstances change. This leaves owners trapped in contracts they can no longer afford or use, with no clear path forward. Sending me place to place isn't assistance. Many reputable timeshare companies and developers offer "deedback" or other types of programs to assist owners who can no longer keep up. Massanutten, by contrast, has chosen not to present such options, which seems unreasonable given my good faith attempts to resolve this issue, the fact that my mortgage is fully paid, and the fact that I have always paid my annual dues. Your recommendation of these options highlights the broader market reality that these timeshares have little value and are extremely challenging to sell. Massanutten should consider allowing for direct cancellation or surrender options, rather than rerouting owners like myself through unclear third-party channels.When I reached out initially seeking help, I was met with offers to upgrade to a point-based system. This was not only unhelpful but completely ignored my financial concerns. Pressuring customers like me to purchase an additional product rather than listening to the issue undermines trust and exacerbates an already very frustrating experience. Any future correspondence with them needs to focus on resolving the existing issue, rather than promoting additional services.At the heart of my original complaint is a simple and reasonable request—to be released from my timeshare contract due to a significant change in circumstances that makes it impossible for me to keep it. This is a fair request that causes no meaningful harm to Massanutten, as releasing my contract would not incur additional costs for the company. If anything, they would profit off of it. My complaint isn’t simply about inconvenience; it’s about the lack of empathy and failure to provide adequate support to longtime customers who reach out in times of need.Steps Toward Resolution  Massanutten has the ability to settle this matter reasonably by allowing for a clear and direct exit pathway for customers like myself. Whether through a deedback program or an internal resale program managed by their organization, this would provide much-needed relief and demonstrate their commitment to ethical and customer-focused practices. To continue pointing customers toward ineffective third-party solutions only perpetuates the cycle of frustration and financial distress and had nothing to do with my complaint. 
  Regards,
  
  ******** ****

• Initial Complaint

  Date:04/27/2025

  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 seeking the Better Business Bureau’s help to cancel our timeshare contract and resolve this matter.
  Our family endured high-pressure sales tactics and deceptive practices from Great Eastern Resorts. During
  the presentation, we were kept in a room for over eight hours with our hungry, irritable children. We were
  ready to leave, but the relentless pressure to sign the contract left us feeling forced into a decision we weren’t
  comfortable with. We paid over $19,000 for a product we’ve never used, and now we’re being told we can’t
  cancel the agreement, despite the financial strain it puts on our family. We also don’t want to pass this burden
  onto our children, as the perpetual nature of the contract means they would inherit it. Attempts to seek help
  from the company’s Vice President resulted in generic responses offering no real solutions. The options
  provided, like selling or renting the timeshare ourselves, require additional costs and resources we don’t have.
  We were not fully informed of the long-term financial implications, including rising maintenance fees, which we
  now face paying indefinitely. This has become an unaffordable cost for our family. We believe stricter
  regulations are needed to prevent the aggressive tactics used by timeshare sales representatives. What
  happened to our family was unethical and exploitative, and we hope to prevent others from going through the
  same experience.

  

  Business Response

  Date: 04/29/2025

  The Owners Association does not have a
  termination or give back program. As the contracts and acknowledgement
  indicate, owners are responsible for selling their ownership. Your options are
  to use your ownership, exchange your ownership, rent your ownership, or sell
  it. If you would like to discuss using your ownership, please reach out
  directly to  option 1.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.
  Let us know what company you contract with to sell your timeshare.Sincerely,Massanutten Owners Association

  Customer Answer

  Date: 05/06/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  We deny the response provided by Massanutten. While they mentioned options like using, exchanging, renting, or selling the ownership, we are disappointed that their reply failed to address the core issues we originally raised. Their response ignores the unethical practices and financial hardships my family has endured due to this timeshare.We are seeking the BBB’s help to cancel our timeshare contract, which was sold to us by Great Eastern Resorts through coercive and deceptive methods. During the sales presentation, my family faced high-pressure tactics for over eight hours in a room with our young, hungry children. We were left feeling forced to sign an agreement we were uncomfortable with. The experience was unethical and exploitative.We paid over $19,000 for a product we have never used, and the perpetual nature of the contract has placed a huge financial burden on our family. We weren’t fully informed about the long-term implications, like rising maintenance fees, which we are now expected to pay indefinitely. We also fear this burden could pass to our children. Despite contacting the company’s Vice President for help, we only received generic responses and no meaningful solutions. Suggesting we rent or sell the timeshare shifts the burden entirely onto us, requiring more costs and resources we don’t have.The Massanutten Owners Association’s refusal to offer a termination or give-back program worsens the situation. Their lack of support or responsible exit options is unreasonable. By deflecting responsibility, they highlight the need for stronger consumer protections and stricter regulations in the timeshare industry.
   
  Regards,
  
  ***** *****

• Initial Complaint

  Date:04/23/2025

  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 wish to formally lodge a complaint against Great Eastern Resorts regarding their fraudulent and
  misleading practices associated with a timeshare contract we were pressured into purchasing. Working with
  this company has left us deeply dissatisfied, and we feel deceived by the promises and representations.
  The staff at Great Eastern Resorts misinformed and misled us, resulting in multiple purchases based on false
  pretenses. We were assured that our entire family could vacation with us free of charge, a central point of their
  sales pitch. However, upon attempting to book vacations under this arrangement, we discovered that
  additional fees are required for family members to join us.
  Furthermore, it was made clear during the sales process that we would have access to flexible “floating”
  scheduling. Instead, we were locked into a fixed week and required to go through RCI, incurring even more
  fees. This is nothing short of a con to profit off of hardworking families. Great Eastern Resorts lures people in
  with promises of perks and savings that they ultimately fail to deliver. This deceptive approach is unethical
  and unacceptable for any business.
  We are facing significant medical challenges that have severely impacted our mobility, preventing us from
  utilizing the timeshare as originally intended. In addition, we are retired and living on a fixed income, which
  further exacerbates our situation. Given these circumstances, along with the considerable frustration we have
  experienced, we no longer wish to maintain our association with the Resort.
  We are formally requesting the immediate termination of our timeshare contract and the complete
  relinquishment of all ties to the company. We hope that the Better Business Bureau can assist us in
  resolving this matter promptly by addressing these unethical business practices and ensuring that Great
  Eastern Resorts accepts the return of this timeshare. Our goal is to fully and permanently relinquish
  ownership of the timeshare

  

  Business Response

  Date: 04/24/2025

  Dear Mr. and Mrs. *******,We are sorry to hear you had difficulty in using your ownership over the last 14 years. Many of the items you cite have been responded to and addressed through owner correspondence, owner newsletters, providing you with additional information, and assisting you in using and exchanging your ownership. We also have the owner's website that provides clarification on many of the points you made. I requested the reservations team send you additional information in utilization your timeshare. If you would like additional assistance, please call ************, option 1 and ask to speak with the staff from the owner engagement team. Sincerely, Massanutten Owners Association 

• Initial Complaint

  Date:04/10/2025

  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.

  We are filing a complaint regarding our timeshare agreement with Great Eastern Resorts and request your assistance in resolving this matter. When we entered into the timeshare agreement, we believed it would provide convenient, accessible, and high-quality vacation options for our family. Unfortunately, we have faced multiple issues that have significantly affected our ability to enjoy the property and services as promised.
  My spouse, ******, uses a wheelchair, and accessibility was a critical factor in our decision. During the sales process, we were assured the property and amenities would meet accessibility standards. However, we’ve encountered ongoing issues, including insufficient handicapped parking and inadequate facility accessibility, making it difficult for us to fully enjoy the property.
  
  A major selling point was the ability to trade weeks or locations, but we have been unable to use this feature, which was a key part of the timeshare’s appeal. We were told at purchase that we could rent out the property if needed, but we were later informed this option is no longer allowed, reducing the timeshare’s value significantly. Amenities such as the swimming areas have declined in quality, and rising cleaning fees have become an unnecessary financial burden. After comparing costs and convenience, we’ve found that staying at ****** hotels with points is more affordable and easier for our family than continuing with the timeshare. This has further devalued the timeshare. We believe our request to cancel the timeshare contract is fair and reasonable.

  

  Business Response

  Date: 04/11/2025

  Dear Mr. and Mrs. *******,The owner reservation team would be happy to assign you an ADA compliant condo, you should make the request in advance of arrival by calling ************ option 2 to make the request. Your options continue to be to use your ownership, rent your week after reserving, sell
  the property, or have it transferred 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. Should you need additional information on how to utilize
  RCI for exchanges, please contact our in-house representative ************. In
  addition, for rental services you can contact ********* ** ************ for information on the process. They are a third-party company and you would need to contract directly with them.As stated previously here are some resources for
  selling your property. 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. Sincerely, Massanutten Owners Association

  Customer Answer

  Date: 04/16/2025

  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.
  
  While we appreciate the outlined steps and resources provided for renting, selling, or transferring the timeshare, we respectfully disagree with this response for the following reasons. Despite multiple attempts to request ADA-compliant condos, our experience has consistently shown that these accommodations have not been available during any of our booking tries. This has caused significant frustration and renders the ownership unusable for us. We would like to emphasize that calling ahead, as suggested, has not resolved this issue in the past, and it remains a significant barrier to utilizing the timeshare.Although the suggestion to rent or sell the property was proposed, these options require additional time, resources, and effort that we are unable to commit. Furthermore, there is no guarantee of successfully renting or finding a buyer. This continued uncertainty adds to our stress and deepens our dissatisfaction with the ownership.At this point, the only reasonable resolution for us is to relinquish ownership of the timeshare back to Great Eastern Resorts. Continuing to hold ownership of this property without the ability to utilize it due to the mentioned accessibility issues places an undue financial and emotional burden on us. We feel that this solution would provide the closure we need and free us from this unnecessary strain. We request that Great Eastern Resorts re-evaluate our case and provide a clear and direct path for relinquishing this timeshare. We hope to resolve this matter amicably and promptly.
  
  Regards,
  
  ****** And ******* *******

  

  Business Response

  Date: 04/29/2025

  Dear Mr. *******,In your correspondence to the Owners Association, you
  clearly stated you no longer wanted to pay for your timeshare and asked to
  cancel the contract. We explained the options for you. We reviewed your reservation request history, history of
  resort stays, emails, and correspondence. We found that Massanutten has not
  denied any request from you for wheelchair accessible accommodations. The most
  recent request was in 2022, and your reservation request was honored. The record
  indicates you and your party did not show up.  As we explained, it is up
  to the owner to inform the reservations staff of their accessibility needs. The
  request can be made on-line through the automated reservation process on the
  owners website, through chat on the owners website, by email, by letter, or by
  phone. Additionally, we have ramps throughout the Resort that allow for
  wheelchair accessibility and attractions that provide enjoyment to our guests
  and owners with a range of mobility issues and disabilities.  Regarding exchanging your timeshare for another time or
  location, you would have had to maintain an RCI membership to utilize this
  benefit. RCI is our third-party exchange partner that offers Massanutten owners
  exchange benefits through membership, and they are independent company with their
  own rates and requirements for reservations. If you would like more information
  on utilizing your ownership, please reach out to the Engagement Team by calling
  ************, option 1 and the staff would be happy to review your options. Sincerely, Massanutten Owners Association

  Customer Answer

  Date: 05/06/2025

  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 providing Massanutten Owners Association’s response to my complaint. While I appreciate their explanation, several points need correction and clarification based on my experiences. Massanutten’s claim that I did not show up for my most recent reservation is inaccurate. My family and I were unable to use the reservation due to inadequate communication and guarantees regarding wheelchair-accessible accommodations. While I understand owners must inform staff of specific accessibility needs, I have made such requests in the past and faced challenges. Their response does not address prior issues, particularly delays or unclear confirmation of accommodations. Their statement that ramps and accessibility options are available throughout the resort, it doesn’t account for the need for fully accessible lodging to ensure comfort and ease for individuals with mobility challenges. It dismisses the stress and inconvenience my family has endured when our needs were unmet. The mention of *** and the need for an external membership highlights a troubling aspect of this timeshare arrangement. Owners are not always fully informed about the additional costs and requirements tied to exchanging their timeshare. This reliance on a third-party provider adds complexities, especially when clear guidance is lacking. My request for contract cancellation stems from significant dissatisfaction with ownership. While Massanutten states they have explained my options, these options have not addressed my fundamental concerns or provided a viable resolution. Instead of engaging in meaningful dialogue to address my dissatisfaction, their response largely shifts responsibility back onto me. I request Massanutten make a good-faith effort to resolve my concerns, including exploring contract cancellation options. My concerns are not about "not wanting to pay" but rather being unable to afford payments. Their system and lack of transparency regarding accessibility and exchange limitations have directly impacted my ability to enjoy the timeshare as promised.
  
  Regards,
  
  ****** And ******* *******

• Initial Complaint

  Date:04/07/2025

  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’ve been trying to resolve our timeshare cancellation request for months and haven’t received a response from anyone, including ******* ****, despite sending multiple emails and letters since her last response in August.
  
  
  This experience has been beyond frustrating. It’s unacceptable for a company to ignore its customers like this. All we’re asking for is to speak with someone who has the authority to address our situation and resolve this issue.
  
  
  Unsurprisingly, we no longer want to do business with a company that treats its customers this way. The total disregard for communication and customer service speaks volumes about how this business operates.

  

  Business Response

  Date: 04/15/2025

  After reviewing your correspondence over the last three years and the timely responses provided by the Owners Association, I see that the staff has accurately advised you regarding your options. Your options are to use your ownership, exchange it through ***, rent your
  ownership, or sell your ownership. As we explained, 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:04/04/2025

  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 am writing to address my concerns regarding the timeshare purchase I made at Messanutthe Resort in Virginia on August 29, 2022. My experience with the timeshare has been unsatisfactory, and I would like to request cancellation and a refund.
  During the presentation, I felt pressured by the representatives, ***** ****** and **** ********, to sign up for the timeshare despite my reservations. It's just a trick to get many people involved, like a trap. it’s not by force since I am no longer interested I should be pulled out in peace, as I am getting irritated having to go through all of this to be out. I do not have any money to throw away anymore. While I initially declined the offer for a $10,000 timeshare, I ultimately agreed to a $5,000 purchase, which I now regret.
  Since acquiring the timeshare, I have not utilized it once. Despite monthly payments being deducted from my bank account, I have found the timeshare to be a financial burden rather than a beneficial investment. Furthermore, promises made by the representatives, such as the return of $1,400 collected last summer, have not been fulfilled.
  I have carefully reviewed the contract provided to me on August 30, 2022, and I understand my rights regarding cancellation and refunds. Therefore, I formally request the cancellation of my timeshare agreement and a refund of any payments made thus far.
  I expect a prompt response to this matter and appreciate your attention to resolving it in a timely manner. If necessary, I am prepared to seek further assistance to ensure my rights are upheld.

  

  Business Response

  Date: 04/07/2025

  Dear ******* *******, I am not sure who would have advised you regarding a
  refund. Your accounts are currently past due. In regards to cancelling your
  contract, the Virginia Time-share Act is very clear and specific with respect
  to rights of rescission for timeshare owners in the Commonwealth.  Closing documents and disclosures provided
  clear timeframes and requisite steps for purchase cancellation requests, all of
  which have lapsed and are no longer available.  Additionally, your account is currently with the in-house
  collections team. Please reach out to them directly regarding the outstanding
  account at ************. We also see the mortgage is past due as well, please
  reach out to them directly at ***************** We urge you to honor the terms of your contract and your
  timeshare ownership obligations. Sincerely,Massanutten Owners Association

• Initial Complaint

  Date:04/03/2025

  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 writing to file a formal complaint regarding my dealings with Massanutten Timeshare. I
  have been a timeshare owner with the company since ****, but the agreement no longer suits
  my needs or those of my family. Despite my numerous attempts to address this issue directly
  with Massanutten, they have refused to release me from the contract or provide any reasonable
  resolution. As a military veteran, I have always valued integrity and fairness, and I find
  Massanutten’s unwillingness to work with me extremely disappointing. I have had two
  encounters with the Hospitality Director there, ***** ****, and she has tried to convince me that
  I can rent, sell, or give my timeshare away. If this was possible, I would have done it already. My
  family’s circumstances have changed significantly, rendering the timeshare both impractical and
  financially burdensome. While I have tried in good faith to work with Massanutten to seek a fair
  exit from this agreement, their lack of cooperation has left me with few options. I feel strongly
  that no consumer should be bound to a long-term contractual obligation that no longer provides
  benefit or practicality. I request your intervention to mediate this matter and to hold Massanutten
  accountable for providing a fair and ethical resolution. Thank you for your time and attention to
  this matter. Please feel free to contact me using the information provided if you need any
  additional information or documentation.

  

  Business Response

  Date: 04/07/2025

  Dear Ms. ******,We reviewed your correspondence and found that the staff accurately advised you regarding your ownership and your options to use, exchange, rent, or sell. As we explained, 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.If you already contracted to sell your ownership, please reach out to the ************************** with the information on who you contracted with and the status. Sincerely, Massanutten Owners Association

  Customer Answer

  Date: 04/08/2025

  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.
  
  This timeshare was purchased in ****, and I have been a faithful owner for nearly 17 years now. However, my family's interests and needs have significantly transformed over this period. The location of the timeshare and the allocated week in February are no longer ideal for us, and we have been unable to use the timeshare. Additionally, the timeshare has also become a financial burden due to the rising maintenance fees over the years. This, coupled with some disappointments regarding unit amenities and accessibility, have led me to reconsider my ownership.  Personal reasons also influence my decision. My late husband, who was my companion during the timeshare purchase, is no longer with us. As time stretches on, I find it increasingly difficult to hold onto something that holds much sentimental value but no longer serves practical purposes. With these reasons in mind, I have decided to relinquish my ownership of the timeshare. I understand this is an important and perhaps complex process. Therefore, I write to you to kindly guide me through the steps necessary to cancel my timeshare. 
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:03/30/2025

  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’ve been trying to get answers from Great Eastern Resorts about canceling our timeshare, but the lack of timely responses has been frustrating. It feels like you’re intentionally delaying communication to discourage us from canceling. However, it’s only made us more sure that canceling is the best choice for our family.
  
  Owning this timeshare has become a significant financial strain. The maintenance fees are difficult enough to manage, and they just keep increasing every year. My wife has had several surgeries on her lower extremities since we purchased the unit, making it harder for us to use. Last year was the first time we stayed, and we quickly realized it was unsuitable. Carrying luggage upstairs to our second-floor unit was a struggle. It seems better suited for more active people, which we are not.
  
  On top of all this, our children don’t want to inherit the timeshare or take on its rising maintenance costs. It would just be another burden for them, and we don’t want to leave them with something they don’t need or can’t afford. Canceling it now would lift this weight off all of us.
  
  We’re asking Great Eastern Resorts to step up, respond appropriately, and offer a way to cancel the timeshare. This situation has been stressful enough, and resolving it would provide our family with a much-needed sense of relief.

  

  Business Response

  Date: 04/03/2025

  We reviewed your concerns. Regarding difficulties in using
  your ownership, please know that if you reach out to our reservations team, you
  can be assigned to a condo that is appropriate for your wife’s mobility challenges. Our reservations team can work with you in advance of your
  arrival. If you have special needs, ADA requirements, or mobility issues, we
  encourage you to call reservations at ************ option 2 to speak with a reservation’s
  agent or email *************************** to request a condo that is appropriate for your needs. As we explained in prior
  correspondence, only deeded owners are responsible for the ownership and are responsible for selling their ownership. If you are at the point that you 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.
  Let us know what company you contract with to sell your timeshare.Sincerely, Massanutten Owners Association