Complaints

• Initial Complaint

  02/13/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We’re asking for your help to get out of this timeshare. In the time that we have had our timeshare with Great Eastern Resort Management, we’ve never once been able to use the timeshare for a vacation anywhere. We have spent a large amount of money paying the timeshare mortgage off, as well as paying for maintenance fees which increase annually. Great Eastern Resort Management has failed to grant our request for contract cancellation but we are not sure why this has been the case. They bring up things like not having a program in their responses. That doesn’t excuse the fact that we have essentially wasted our time and money for nearly the last 10 years. We want out of this timeshare for good. Please help us get this taken care of. Sincerely, *** * ***** ********

  

  Business response

  02/14/2025

  We reviewed your file and correspondence. During our many conversations, staff has made every effort to provide resources and explain the booking process.  Also, our records indicate multiple completed resort stays in your name. We will however have the someone reach out to you to review your options. 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 ******** ****** ********** *********** – Resort Owners’ Coalition ***** **** website *****************************************************/. 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

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are filing a formal complaint regarding the unethical and uncooperative practices of Massanutten, which have caused us significant financial and emotional strain. Since 2019, we have paid over $13,000 in mortgage payments and $3,800 in maintenance fees for a timeshare we have not been able to use due to persistent availability issues. What was intended to be a valuable investment has become an unsustainable financial burden. To resolve this, we followed the company’s advice by hiring a third-party service to sell the timeshare, spending $600 with no success. We also attempted to rent the property but faced similar difficulties. Despite these efforts and our good-faith attempts to communicate our financial hardship, including rising costs, maintenance fees, and property taxes, the company has refused to provide any meaningful solutions. Their dismissal of our situation has left us with no viable way to escape this contract without risking foreclosure or credit damage. After research, other timeshare companies offer solutions such as buybacks, deed-backs, or termination programs to support owners facing hardship. However, Massanutten has categorically refused to extend such assistance, demonstrating a lack of moral responsibility toward its clients. While the company has acknowledged our default status, they have failed to offer clear guidance on contract termination or feasible alternatives to avoid foreclosure. We seek the BBB’s intervention to hold Massanutten accountable for their refusal to assist. We request they provide a path to terminate this contract and alleviate the severe financial strain they have caused. Their current practices are unfair, unethical, and show no regard for the well-being of loyal customers. Thank you for reviewing this matter, and we hope for your assistance in reaching a fair resolution.

  

  Business response

  02/13/2025

  We have record of repeated discussions with you regarding your account. We made efforts to educate you on how to best utilize your ownership as a new owner. During this period, we advised you regarding your past due accounts, the maintenance fee and referred you to the mortgage company. We attempted to educate you on your contractual obligations, the inability to use, sell, or rent your ownership due to the status of your unpaid maintenance fees. We referred you to the mortgage company in efforts to provide you with the proper resources to address your past due mortgage. In 2024, the Owners Association kept the account from being referred to collections in efforts to limit additional fees and discussed a payment plan to bring the account current.  Unfortunately, these efforts were not successful.  The maintenance fees remain past due. For more information on the status of your mortgage, please reach out to them directly. We would be happy to provide copies of your correspondence and emails. Please email the owners association to make the request. Sincerely,Massanutten Owners Association

  Customer response

  02/19/2025

  Thank you for your continued assistance in this matter. After reviewing the response provided by Massanutten for complaint ID ********, I must reject their reply as it fails to address the core issues of my complaint and provides no meaningful resolution to the severe financial and emotional burden this situation has caused.While Massanutten claims they have made efforts to assist us as new owners, the reality is that their approach has been ineffective and dismissive of our financial hardship. We have repeatedly communicated that we are unable to make payments due to our current financial situation. Despite this, the company has offered no viable options to relieve us of the timeshare or terminate the contract. Their proposal of a payment plan only perpetuates a cycle of debt for a property we cannot use or sell.Massanutten’s assertion that we were “educated” on our contractual obligations and ownership usage is hollow, considering our continual inability to book vacations due to persistent availability issues. This lack of access undermined the very purpose of ownership. When we attempted to sell the timeshare while current on fees, we were unsuccessful. Now, as we face financial hardship, we are completely trapped. The inability to sell, rent, or even use the timeshare, combined with mounting maintenance fees and the company’s refusal to offer meaningful assistance, has left us in a state of limbo.It is evident that Massanutten is unwilling to follow the lead of other timeshare companies, which offer ethical and practical solutions for owners in distress, such as settlements, deedback programs, or voluntary forfeiture options. These companies provide paths to resolution, recognizing that timeshare ownership can become unsustainable in cases of financial hardship. Massanutten’s refusal to implement similar programs is a clear demonstration of their lack of responsibility and concern for their customers. Instead, they maintain practices that effectively hold their clients hostage in an endless cycle of debt, with no feasible way out. We have already given them an exorbitant amount of money for essentially free. There is no way that they are unable to take this property back. I refuse to believe it.Their ongoing lack of transparency and unwillingness to provide alternatives or assistance has made it impossible for us to resolve this matter outside of a third-party intervention. I respectfully request the BBB’s assistance in urging Massanutten to take appropriate steps toward resolving this issue, whether through contract termination or another meaningful solution. Their current response does not address the gravity of our situation and reflects a lack of accountability that is both unfair and unethical.I sincerely hope the BBB can help hold Massanutten accountable for their practices and work toward a fair resolution on our behalf. Thank you for your attention to this matter. Regards, ***** ***** 

• Initial Complaint

  01/19/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  At 9:30 pm I got a call from my wife & 2 young kids. They had been locked out of their room for an hour & the resort was doing nothing. They gave them a key to another room, not even close to their actual room. A holiday weekend & no extra staff on duty! Not even a manager! After calling the resort 5x, I finally got thru to the front desk. The man kept putting me on hold, I guess to speak to someone about getting help. He kept coming back on the phone w/no help except to say they gave them a room to wait in. I explained my daughter has minor private medical need to take care of & it was after 9 pm & the kids needed to sleep. I'm put on hold again & another man gets on the phone doing his best to get me off the phone. I can’t believe people like this work at a 4 star resort. We are world travellers & never had such bad service! I then got transferred to security, who could not care less! The lady said they only had 2 security other than her & they were on a call. I said, can you please go help them yourself. She refused & said she had to get off the phone to answer other calls. I had to call the county police since not 1 person would help & none were even showing any care at all. The police must have called them, because right away security came & fixed the lock. I had to call the police to get help! The security was just as rude as the other staff, talking down to my wife, probably because she's Asian. I called the front desk to ask for a late check-out & they said only 1 hour. WOW! It was a holiday Monday, so I’m sure not many people were checking in. I asked for the a.m. MOD to call me & the girl on the phone, being just as unhelpful (being rude must be part of their training), told me I probably wouldn't get a call. That I need to call the MOD in the morning. This was an entire staff of people treating us like we did something wrong. It was after 9 pm & a young woman alone w/2 young kids are locked out of their room & they treated all of us like we are trash.

  

  Business response

  01/22/2025

  We are so sorry that was your resort stay experience. I have asked staff to research your reservation and reach out to you regarding your recent stay. Massanutten Resort

  Customer response

  02/10/2025

  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 business did not reach out to me at all. I am completely unsatisfied with everything about this place and their lies continue with them saying they will reach out and did not. You can tell just by their blow it off one sentence response that they do not care about their customers. That is a blow off reply. Stating they will look into it and have someone call me. They know all about the complaint because the police were involved. This is a horrible business run by horrible people.     *********** ******  ****** *** ****  **** ***** ******** 

  

  Business response

  02/13/2025

  We are sorry to hear your wife and children experienced so many difficulties during a recent resort stay. We have been researching the complaint from your Massanutten Resort stay, and we are having difficulty finding a reservation in your name or in the last name ******. Could the reservation have been in another name? We sent you an email request today and left a message on your cell phone. Please reach out and provide dates and name on the reservation so that we can work with you to resolve your concerns.Sincerely, Massanutten Resort

• Initial Complaint

  01/17/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A friend referred us to Massanutten & said we would get a gift card if take a tour. Little did we know that we would regret that decision later. The sales person pressures you into buying stating you can not only use their resort but trade in weeks to go to a sister resort. We initially said no & then the person brought in her manager who continued to pressure us by offering lower rates & stating we could go to different places. They stated we work through *** to trade in weeks & go elsewhere. This was a cost for a membership of $500. Little did we know that we could not until we tried setting up a trip with *** in November & was wait listed for several locations. The following year no results so we wound up booking our own resort through ***. The amount of pressure & promises was too much to pay for a product that we couldn't fully benefit from. Not to mention we were not told we have 7 days to cancel & there is a TOD attached. After the pandemic we requested to cancel our timeshare & was denied by Great Eastern Resort. We would like a refund, removal of the account from our credit report & the timeshare canceled.

  

  Business response

  01/22/2025

  Regarding your ownership at Massanutten, some of the information you provided may be inaccurate. Your accounts do have to be current in order to use your ownership. It does appear that your membership with *** is based on your ownership of timeshare with Massanutten and you have been successful in using your ownership to travel. You also have accounts that are past due. Please reach out to the Inhouse Collections team regarding your account with the Owners Association by calling ************ so that they assist you with your ownership.  Massanutten Owners Association

• Initial Complaint

  01/17/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau, We write to express our frustration and disappointment with Great Eastern Resorts due to their misleading business practices. From the start, promises have been broken, leaving us feeling deceived and trapped. Our issues began with a promised three-day, two-night stay and a $100 gift card at checkout. What wasn’t disclosed was the mandatory “breakfast,” which turned out to be an aggressive sales presentation lasting over an hour. Despite multiple attempts to leave, the staff pressured us to stay, using relentless tactics. Initially pricing a timeshare at $30,000, they wore us down over 7-8 exhausting hours until we agreed to a $4,491 purchase. We were even denied the ability to drive our own vehicle during their tour, leaving us with no escape. The promises made during this sale—exclusive amenities, renting the timeshare for $3,500 a week, and easily reselling it due to its deeded status—were lies. After facing significant personal challenges, including work, military obligations, financial constraints, and family medical emergencies, using the timeshare became impossible. When we visited once, the elevator was broken, and we were subjected to yet another upsell meeting for a different property. For nearly a year, we’ve tried to communicate our financial situation to Great Eastern Resorts. We’re overwhelmed by $65,000 in credit card debt and $50,000 in personal loans, with rising maintenance fees adding unbearable strain. Calls to the company have gone unanswered or redirected to their Owners Association, which provided no help. We feel scammed, abandoned, and financially trapped. We ask for your assistance in holding Great Eastern Resorts accountable for their deceptive practices and urging them to release us from this damaging contract. Their lack of response and refusal to offer solutions is unacceptable. Thank you for your attention. Sincerely, **** * ******** ****

  

  Business response

  01/22/2025

  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 ******** ****** ********** *********** * ****** ******* ********* ***** **** *******  These are vetted companies that offer services to those looking to sell their ownership. We also caution you not to pay anyone a large amount of money in advance if they promise they have a buyer lined up for your timeshare, as we have seen a rise in the number of scams of this nature. 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. Massanutten Owners Association

• Initial Complaint

  12/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We are filing this complaint due to the lack of assistance and poor customer service we have received from Massanutten. We have been reaching out to the company to seek help in canceling our timeshare contract. Unfortunately, instead of offering meaningful solutions, the company has consistently insisted that we sell the timeshare—a course of action we have made explicitly clear we do not wish to pursue because it is obvious that no one is buying timeshares and this is not a real option. Our primary request is simple and reasonable. We want to cancel our timeshare agreement. However, the company has refused to address this request and has been extremely uncooperative throughout this process. Their unwillingness to provide a viable option for cancellation has caused us significant stress and frustration. Additionally, our circumstances have changed, and we now face serious medical hardships that make it impossible for us to continue using the timeshare. Continuing to pay the associated maintenance fees also creates an undue financial strain for us, which we are struggling to manage. Despite explaining these hardships to the company, they have shown no willingness to offer support or empathy, further escalating our difficulties. We are asking the company to reconsider its stance and allow us to cancel the timeshare agreement. This would alleviate the financial and emotional burden we are currently facing. We urge Massanutten to address this matter promptly and work with us toward a fair resolution.

  

  Business response

  01/06/2025

  Hi Ms. ********,We are sorry to hear that your circumstances have changed, but we have corresponded with you multiple times, and as we have stated in those previous correspondences that the Owner’s Association does not have a deed-back or buy-back program to assist you. We have provided you with the resources to use your time, exchange through ***, rent your condo, sell the property, or have it transferred into someone else’s name.If you continue to feel your ownership will no longer work for you, and you wish sell your ownership. We suggest exploring the resources found on the ******** ****** ********** *********** * ****** ******* ********* ***** **** website, **************************** We have worked with many of these resale companies and processed many transfers, so we know this is a great resource for owners that looking to sell their timeshare.Sincerely,Massanutten Owners Association. 

  Customer response

  01/10/2025

  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 do not accept Massanutten’s response. They did not seem to read our complaint, instead, they provided the same generic reply they have previously used. We are looking for some assistance in canceling and for our complaint to be heard and understood. We urge Massanutten to take the time to read our complaint and help us move towards a cancellation.  Regards, **** ********

• Initial Complaint

  12/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Massanutten Timeshare Company, which has refused to release me from a burdensome timeshare contract despite my numerous attempts to come to a resolution. I purchased a timeshare in at Massanutten during a vacation, I was promised many misleading things and have spent well over $4000. Unfortunately, this timeshare has not worked out for me and my family. With my family growing, the financial burden has become to great, especially with the rising cost of the maintenance fees. I called numerous times and have never got a viable option in resolving the issue. I have contacted *** as well and they were unable to help. I feel I have been lied to and taken advantage of by Massanutten. I request your help in holding Massanutten accountable and for essentially holding me hostage in something I am never able to get out of.

  

  Business response

  12/26/2024

  Hello Mr. ********,We are sorry to hear that your circumstances have changed, but unfortunately your options are limited when there is an active mortgage on the account.The Owners Association does not have a deed-back, buy-back, or sell-back program to assist you. Once all of your financial obligations are met and you wish to sell your timeshare, we suggest exploring the resources found on the ******** ****** ********** *********** * ****** ****** ********* ***** **** ********* We have processed many transfers from these companies, so we know they work. These companies are vetted by **** and provide a valuable service, they may charge for their services, but they are prepared to assist you with reselling your ownership.Sincerely,Massanutten Owners Association. 

• Initial Complaint

  11/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The primary issue we have encountered is that owning this timeshare does not provide any financial return as one might expect from a long-term investment. Instead, it has become a financial burden. With the rising costs of basic necessities and having a child in college, we have found that not owning a timeshare would significantly improve our family's cash flow. Especially now with the rise of online booking platforms, we can now easily book vacations without being restricted by the limitations of timeshare ownership. This makes the timeshare far less cost-effective and desirable in the current economic climate. More recently, we have faced significant challenges in our communication with ****** ********* from Great Eastern. Despite multiple attempts to reach her via phone calls, letters, and even contacting the ******** ****** *********** *********** *****) at her recommendation, we have received no satisfactory assistance in return. This has led to unnecessary stress and frustration. We are continually passed around in circles without any resolution to our concerns. The lack of responsiveness and support from Great Eastern has been deeply troubling and has wasted a considerable amount of our time. We would like the BBB's assistance in investigating why Great Eastern treats their owners in such an unhelpful manner, and why there appears to be no exit strategy for individuals who have fully paid off their mortgage at a timeshare like this one. We hope that we can find a resolution to this matter and ensure that other owners do not have to endure similar experiences.

  

  Business response

  11/27/2024

  Hi Ms. ******,We are sorry to hear that your circumstances have changed, but as we have stated in previous correspondences the Owner’s Association does not have a deed-back or buy-back program to assist you. We have provided you with the resources to use your time, exchange through ***, rent your condo, sell the property, or have it transferred into someone else’s name.If you continue to feel your ownership will no longer work for you, and you wish sell your ownership. We suggest exploring the resources found on the ******** ****** ********** *********** * ****** ******* ********* ***** **** ******** . We have worked with many of these resale companies and processed many transfers, so we know this is a great resource for owners that looking to sell their timeshare.Sincerely,Massanutten Owners Association. 

  Customer response

  12/03/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I would like to deny the business's response as it simply reinforces the core issue I raised. Their suggestion to reach out to **** is an echo of what I already stated in my initial complaint. This shows no understanding of or engagement with the specifics of my situation—it is a generic and dismissive response. It does not feel as though they even read the complaint, but once again, chose to respond in the same template way they always have. Their recommendation to try and rent or sell the unit is impractical and demonstrates a lack of accountability. We have already explored these routes and made it clear that they are expensive, riddled with scams, and ultimately ineffective. We cannot afford to invest even more money into trying to get rid of the timeshare that we cannot afford. Their response provides no real alternatives, assistance, or ways to simply close our contract, which is all we have ever asked of them. They claim to have "no program" to assist us, yet they possess the ability to create one. This excuse is so wildly frustrating and only reflects their unwillingness to provide meaningful assistance. They are continually allowing customers to be stuck in situations that could financially ruin them, and when solutions are within the timeshare's power, it is unacceptable as a response. Again, I would like to point out that this is a broader pattern of avoidance that led me to file this complaint in the first place. We have other responses with exactly the same verbiage. Regards, ******** ******

• Initial Complaint

  11/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  To Whom It May Concern at the Better Business Bureau, We bought into the timeshare with Massanutten Resorts in hopes of ensuring annual family vacations, only to discover that they lied about the availability of child-friendly activities and accommodations suitable for a growing family. Their promise of rental income to cover maintenance costs was another disappointment. The one time we managed to rent the property, the income barely covered a third of the maintenance fees after their cut. Customer service seems to brush our concerns aside. Unsanitary conditions have ruined our stays. Mold in the vents, a dirty dishwasher, and the smell of vomit in rooms with unclean carpets. On one occasion, we had to vacate a pool due to the presence of phlegm and mucus, which was disgusting and unacceptable. Financially, this timeshare has become a burden. As a disabled military veteran, my income has changed, making the fees unsustainable. Despite explaining our situation, the company has refused to offer any assistance in resolving our contract or providing termination options. This company operates like a scam and trap, and we urge others to avoid any association with them. We believe their business practices warrant an immediate investigation. We are at our wit's end and need assistance in terminating our contract. We hope for support in rectifying this situation. Sincerely, **** and ******* *****

  

  Business response

  12/09/2024

  Hello Mr. *****,We are sorry to hear that your experience at the Resort was not up to the standard that you expect and deserve, but i do see that there was an incident report filed, and the Front Desk team attempted to follow up.In regards to terminating your contract, The Owner’s Association does not have a deed-back or buy-back program to assist you. We have provided you with the resources to use your time, exchange through ***, rent your condo, sell the property, or have it transferred into someone else’s name once all financial obligations are met.As for renting out your week at the Resort, The Owners Association does not rent out weeks for owners, this is something that you would have to do on your own through *********.Sincerely,Massanutten Owners Association

  Customer response

  12/16/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Dear Great Eastern Resorts,We did not sign up for this timeshare through *********, we signed up through Great Eastern Resorts. This arrangement makes no sense. Why should we continue sending you a single dime when you offer zero assistance to struggling clients like us? Especially when we can hardly afford to send anything at all.The property itself is impossible to trade or sell. We’re not salespeople, and frankly, no one would want it under these conditions. A quick search online proves how little value it holds. We understand there’s a mortgage obligation, but your complete lack of support is troubling. How are we expected to trust your company when you’re this unresponsive? It took going through the Better Business Bureau to even get a reply from you.At this point, we need out of this contract immediately. The dream you sold us was false, and your refusal to assist feels deliberately deceitful. If you won’t help, we’ll keep speaking out until more people see what’s going on here.Provide us with contact information for a department that will actually help resolve contractual issues, not just toss us around. Either that or keep responding on public forums for all to see. Regards, **** *****

• Initial Complaint

  11/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  To Whom It May Concern at the Better Business Bureau, We are writing to express our utter frustration and disbelief at the deceitful practices of Great Eastern Resorts. For over two years, we’ve been stuck in an infuriating cycle of back-and-forths with this company, desperately trying to cancel our timeshare contract, only to be met with evasion and lies. We reached out to their so-called Equity Department in April, only to be told that the Owners Association would help. What a joke! Despite constant attempts to contact them at **************************, we received nothing in return. Calling their office didn’t help either. On 6/26/24, Sloane instructed us to send a termination request to a P.O. Box, insisting they couldn’t receive emails. Yet, our emails never bounced, proving their dishonesty. After jumping through hoops and sending certified letters to ensure receipt, we were told by ******* on 10/23/24 there were "no notes" on our account regarding these letters. Lies, again! Another call on 10/30/24 led us to ****, who, after some prodding, miraculously found our letter with her manager ******. They promised a response in 7 days. Well, it’s been twice that, and still nothing. This whole ordeal is a disgrace, showcasing their unprofessionalism. We even sent sensitive financial documents, which they’ve mishandled without a hint of responsibility or care. It’s appalling and unacceptable. I’m urging you to investigate their shady practices and hold them accountable for this chaos. We need your help to finally resolve this nightmare and cancel our contract. Your assistance in bringing them to task would be greatly appreciated. Thank you for your attention to this serious matter. Sincerely, ***** * *** *****

  

  Business response

  11/21/2024

  Hello Mr. and Mrs. *****,I apologize for the delay in response to your letters. The account, previous correspondence, and contracts were in the process of being reviewed. You should receive a response in 30-45 days.Sincerely,Massanutten Owners Association

  Customer response

  11/21/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Massanutten Resort has had our letters since June and September to review. They also promised a response within 7 days of our October 30th phone call. Making us wait another 30-45 days is not acceptable. Regards, ******** *****

  

  Business response

  11/27/2024

  Hi Ms. *****,We sincerely apologize for the delay in response to your letters. As we have stated in previous correspondence the Owners Association does not have deed-back, buy-back, or give-back program to assist you, but we have provided the resources to use your time, exchange through ***, rent your condo, sell the property, or have it transferred into someone else’s name.There will be a response in writing that has been mailed out, and you should receive that within 30-45 days. In the meantime, I will request for the management team to reach out via email or phone.Sincerely, Massanutten Owners Association

*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. ↩