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:04/23/2025

  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

• Initial Complaint

  Date:03/25/2025

  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 submitting this complaint against Massanutten Resorts for their refusal to offer a fair exit option for our timeshare contract. Despite repeated outreach, they cite the expired rescission period, unfairly denying assistance. This unethical approach has caused us financial and emotional distress and highlights their lack of transparency during the sales process. When we purchased the timeshare, we were led to believe it was a valuable, flexible investment. The sales process emphasized benefits, including a military-service acknowledgment that greatly influenced our decision. However, the promised flexibility is nonexistent. My husband, an active member of the Army National Guard, faces restrictive deployments, and my role as a schoolteacher adds further constraints. Even when trying to use the timeshare, booking has proven nearly impossible, leaving it completely unusable. Nowhere during the sales presentation were we informed we could be locked into a perpetual financial obligation with no exit options. Other timeshare companies offer solutions for owners unable to use their investments, proving such options are viable. Massanutten’s refusal to implement similar policies is particularly frustrating. Their suggestion to independently sell the timeshare is unrealistic, as market research shows these properties rarely sell, even for $1. Their acknowledgment of potential scams in this process only highlights the problem. The ongoing financial burden of maintaining an idle timeshare has hindered our ability to achieve other life goals, such as saving for a home. We are left paying for something we cannot use while Massanutten refuses assistance. We respectfully urge the BBB to assist in any way you can with Massanutten Resorts’s lack of handling of timeshare exit requests, lack of transparency, and unethical practices. We hope this complaint encourages a more consumer-focused approach, offering equitable options for struggling owners.

  

  Business Response

  Date: 03/26/2025

  Dear Ms. *****,The Massanutten Owners Association and staff have corresponded with you and reviewed options by phone in attempts to address your concerns. You can travel and use your ownership at other times and locations if you direct us to deposit your week with RCI®. Depositing means you have an account with *** in which you can deposit your week and exchange your deposited week for a different time or place that someone else has deposited in his or her account. We do not see that you made any efforts to utilize these services. An *** membership is required to access these benefits. Please reach out to the Owners Association engagement team to review the options for using your ownership at ************ ****** ** Sincerely,Massanutten Owner Association

• Initial Complaint

  Date:03/24/2025

  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 have recently reached out to the timeshare company for a resolution and have not been successful Massanutten was not my direct intention to stay at the Massanutten Resort for family vacation 6/2023. Our trip was planned for Washington DC, and no locations in or around DC were available. Massanutten was the closest we could get, 2 hours away from DC. I was assured that the timeshare would provide a guaranteed return on investment and easy opportunities to exchange and book vacations through a network of resorts. However, upon later attempts to utilize the system, I found the reality was far from what was initially promised. Availability for bookings was extremely limited, I feel that the overall sales approach used was highly manipulative, pressuring me into making a decision without giving me the proper time or information to fully understand the long-term consequences of my commitment therefore forcing me into an agreement under duress.

  

  Business Response

  Date: 03/26/2025

  Dear Ms. *******,Your options are to use your time, rent your property, sell the property, or have it transferred into someone else’s name once all owner obligations have been met. You can also direct us to deposit your week with ***®. Depositing means you have an account with *** in which you can deposit your week and exchange your deposited week for a different time or place that someone else has deposited in his or her account. An *** membership is required to access these benefits. I do not know if at the time you attempted to use your ownership, the account may not have been current.The options we provided are available to owners in good standing. Your account is currently not in good standing. It has been assigned to ******** ********* ******** for collections. Please reach out to them to make payment arrangements. If you have additional questions, please feel free to call the Owners Association.Sincerely,Massanutten Owners Association

• Initial Complaint

  Date:03/23/2025

  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 submitting this complaint against Great Eastern Resorts due to their refusal to assist in relinquishing our timeshare and their lack of communication despite repeated attempts to address concerns. My co-owner and I have reached out multiple times, expressing our desire to end our timeshare contract due to significant financial and emotional burdens, yet we have been ignored or received inadequate responses. First, the company has failed to engage in meaningful communication. Numerous emails and letters have either gone unanswered or been met with dismissive and unhelpful replies. This lack of response demonstrates a disregard for their customers' concerns. Second, the benefits of the timeshare are unavailable to us. We were led to believe the timeshare would offer flexibility, yet consistent issues with scheduling and unsuccessful attempts to transfer or use weeks through *** have rendered it unusable. Furthermore, the financial burden is overwhelming. The maintenance fees and additional costs associated with *** have placed undue strain on our family’s finances, preventing us from allocating those funds toward essential needs for our children. Despite explaining these challenges, Great Eastern Resorts has offered no viable solutions. Finally, there is a perceived conflict of interest in their management. A member of the Board who also serves as Director of Hospitality undermines trust in fair decision-making and objectivity. The company appears to prioritize its own interests over the well-being of its owners, relying on rigid contracts and laws to trap individuals in an exploitative system. We are simply seeking to relinquish the timeshare and move forward without the financial and emotional toll it imposes. We hope the BBB intervenes to help hold Great Eastern Resorts accountable and prompts them to engage with us to find an amicable solution. Thank you for addressing this issue.

  

  Business Response

  Date: 03/26/2025

  Dear Ms. *****,We have correspondence from you regarding your ownership. We also included copies of your documents for review and requested the reservation team to explain how to use the ownership in writing to assist you. Cancelling or modifying your contract is not something we are able to do. If you would like to use your ownership, we can assist you with that. You can also direct us to deposit your week with ***®. Depositing means you have an account with *** in which you can deposit your week and exchange your deposited week for a different time or place that someone else has deposited in his or her account. A *** membership is required to access these benefits. For more information on using your ownership, please reach out to the owner reservations team at ************ option 2 to review your options. Sincerely, Massanutten Owners Association 

  Customer Answer

  Date: 04/01/2025

  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 completely reject the response from the Massanutten Owners Association. Once again, they’ve ignored the main issue we’ve raised over and over—we just want a way to get out of this timeshare. We’ve reached out so many times explaining how this situation has become a serious financial and emotional strain, and they keep dodging the question and giving us the same tired instructions on how to “use” our ownership.They’ve suggested using *** services again, but we’ve explained multiple times that we’ve tried. It hasn’t worked for us because of scheduling problems and other hurdles. Their so-called “solutions” don’t address the real problem, which is that we no longer want or can afford to stay locked in this contract. Instead of offering a way to end this, they just keep pointing us to options we’ve already told them don’t work.It’s frustrating and exhausting to feel ignored like this. The maintenance fees and other costs are overwhelming, and it’s money we could be putting toward things that actually matter to our family. Meanwhile, the company seems more interested in keeping us stuck in this situation and collecting payments than actually helping us.We’re just asking for a way to move on from this in a fair and reasonable way. It’s not asking too much for them to work with us on a solution instead of brushing us off.If possible, I’d appreciate the BBB’s help in pushing them to take our concerns seriously and come up with an option to end this agreement. We’re done wasting time and energy getting nowhere.Sincerely,**** ***** * ******* *****

  

  Business Response

  Date: 04/07/2025

  Dear Ms. *****,As we explained, these are contractual obligations. We encourage you to remain an owner in good standing. If you would like to discuss using your ownership, please reach out to the Owner Engagement team and they would be happy to talk with you about how to use and enjoy your ownership. Sincerely,Massanutten Owners Association 

  Customer Answer

  Date: 04/11/2025

  We are writing in response to the correspondence from the Massanutten Owners Association regarding our complaint. Unfortunately, we are deeply disappointed and frustrated by their response, yet again, as it completely sidesteps the central issue we have repeatedly raised.Our primary request has always been clear—we are seeking a way to terminate our timeshare contract. This ownership has become an untenable financial and emotional burden for us, which we have communicated on numerous occasions. Yet again, the company has ignored our concerns and instead reiterated information about using our ownership. This is entirely unhelpful and dismissive, as we have consistently explained that utilizing the ownership is not an option due to ongoing scheduling conflicts and other complications.The company's response demonstrates a complete lack of willingness to meaningfully address the real problem. Their insistence on directing us back to "use" the timeshare only amplifies our frustration, as this has already proven unsuccessful. What we are asking for is not another instruction manual on how to use something we no longer want or can afford. We are asking for a viable path to end our contractual obligations and move forward free of this financial strain.It feels as though the Massanutten Owners Association is more interested in retaining our payments than resolving this matter in a fair and reasonable way. Meanwhile, we are overwhelmed by maintenance fees and other associated costs, which detract from our ability to use these funds for essential family needs.We are not asking for anything unreasonable. All we want is an amicable solution that allows us to terminate this contract and move on. They claim since we signed a contract, there is no way out. This has to be a lie. I refuse that they cannot help. We read about how other timeshares help their owners. However, Massanutten’s repeated reliance on the same insufficient suggestions fails to address the issue, and their unwillingness to engage with our valid concerns is deeply disappointing and unacceptable.We sincerely hope the BBB can assist in ensuring the Massanutten Owners Association addresses this matter constructively and takes meaningful steps toward providing a resolution.Sincerely,**** ***** * ******* ***** Regards, Mary *****

• Initial Complaint

  Date:03/17/2025

  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 have a timeshare with Massanutten Resort and have been completely lied to and taken advantage of since day 1. Not 1 thing they told me or ensure has occurred. I just pay a monthly mortgage with zero benefits. I have been trying every option to get out of this and Massanutten is completely unreasonable. I have not utilized any of their proposed incentives. When I purchased 2 people ensured me that if I wanted to sell all I had to do was reach back out and they would sell it the same way I purchased it. Basically taking over someone else's mortgage for the timeshare. They said it was very easy. I asked the question to 2 different people and was ensured this was the process if I wanted to get rid of it. I have reached out and reached out. And am met with nothing but resistance and attitude and anger. This company is unethical and should be ashamed of how they treat people. I am offering a simple deed-back to settle this issue without seeking further legal action. I hope they respond soon. Be aware. Very disgraceful.

  

  Business Response

  Date: 03/18/2025

  Dear Ms. ****,We are sorry to hear that you are having such a difficult time using your ownership in your first year. Enjoying and using your ownership is why you purchased your timeshare. We will have the Owner Engagement team reach out to discuss your concerns within the week.  Sincerely,Massanutten Owners Association

  Customer Answer

  Date: 03/19/2025

  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. As mentioned in my original complaint. I was promised and ensure several things that have proven to be false. I have gotten zero out of this but negative impacts. I am a single parent and was grossly taken advantage of. I was pushed and pushed and pushed. I was lied to and made promises that were simply not true as proven now. I would like a deed-back option. I will gladly relinquish my rights to the deed and timeshare. I would like them to uphold what was promised. They stated several times when I purchased it that I would simply be able to call and they would have someone else take over the mortgage as they did when they sold it to me. That is what I am asking. Thank you for your corporation.  Regards, ****** ****

  

  Business Response

  Date: 03/26/2025

  Dear Ms. *****,The Association has reached out to you discuss your ownership many times. The NOVA (New Owner Vacation Advisors) and the Owner Engagement team has reached out to you to address your concerns and review your contractual obligations. If you would like to discuss your ownership, please feel free to call ************ option and request a meeting with the Owner Engagement team. Sincerely,Massanutten Owners Association

  Customer Answer

  Date: 03/26/2025

  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 They have reached out via phone 1 time. They did not reach out with any solutions. They offered zero assistance of guidance in the how to properly handle this misguided information I was given. I would like to get a buy back or whatever is necessary to relinquish this timeshare back as I was originally advised.  Regards, ****** ****