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: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:03/11/2025

  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 seeking your help to address unethical practices by Massanuten - Contract #*******, which have caused me deep emotional distress and financial burden. Despite my repeated requests for resolution, the company has been unresponsive and dismissive. The company's representative allowed my late wife, in her vulnerable and impaired state, to unknowingly consent to a contract beyond her comprehension. Shortly after, she passed away from dementia. This exploitation has left lasting emotional scars, and I cannot bear the memory of her being taken advantage of in our time of grief. I need to put this painful chapter of my life in the past, but they refuse to do so. I originally reached out to Massanutten on multiple occasions, but communication with their representatives, including ******* **** and ***** ****, has been dismissive and unhelpful. Their lack of compassion and unwillingness to work toward an amicable resolution have left me feeling ignored and "held hostage" by this timeshare. I kindly offered them a reasonable sum of $5,000 to be released from this obligation and bring this deeply painful chapter to a close, but they will not even acknowledge the request. The only response I received from them was a suggestion to sell the timeshare myself before getting ghosted. I would never recommend anyone deal with these people. Morally, I cannot sell it to another individual. I urge the BBB to hold this company accountable for its unethical practices and advocate for their immediate cooperation in resolving this matter. Thank you for your time and assistance.

  

  Business Response

  Date: 03/18/2025

  Dear Mr. *****,We are sorry to hear you were unable to come to a resolution with the mortgage company over your offer to settle outstanding mortgage. Please reach out to them directly regarding any additional inquiries regarding loan servicing. These are contractual obligations and payments are applied pursuant to the documents you signed. For any other concerns, please reach out directly to the Owners Association. We provided your concerns to our management team.  Sincerely, Massanutten Owners Association

• Initial Complaint

  Date:03/11/2025

  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 writing to formally file a complaint against Massanutten, whose practices we believe to be both unethical and deeply unfair. For nearly a decade, we have been trapped in a timeshare contract that has caused immense financial and emotional hardship. Despite having fully paid off our mortgage in good faith and meeting every financial obligation, including escalating maintenance fees, we have been left with no viable option to end this relationship. On May 30, 2018, we received a Certificate of Satisfaction, confirming we had fulfilled all financial responsibilities. Yet Massanutten refuses to recognize the burden we now face and does not allow us a way to exit this contract. We have made numerous attempts to rent or sell the property, but nobody is interested, leaving those pathways utterly fruitless. Desperate, we’ve even pleaded for the company to take back the property, offering to transfer the deed at no cost to them, but were flatly denied. Most recently, Massanutten stated that they will no longer respond to us. This is outright disrespectful and unethical. This behavior is indefensible. Many other timeshare companies offer exit programs for owners who are facing similar circumstances, but Massanutten persists in holding us hostage to a contract we no longer want or can afford. The annual maintenance fees alone have increased year after year to a point that is financially unsustainable for us. We have done everything a responsible timeshare owner should. We’ve paid in full, remained current on all dues, and pursued every possible avenue to release ourselves from this agreement. Yet, we find ourselves completely trapped, with no option for relief. It is unacceptable for a company to exploit owners in this way, especially when so many of us want nothing more than to peacefully end a relationship that no longer serves any purpose. Please help us bring about a resolution if you can. Thank you for your time and attention to this matter.

  

  Business Response

  Date: 03/24/2025

  Dear Mr. and Mrs. *******,As we explained, it is up the owner to sell their ownership. 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:02/13/2025

  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’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

  Date: 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

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:01/21/2025

  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 lodge a formal complaint against Massanutten regarding their refusal to accommodate my repeated requests to cancel my timeshare contract. I have been a loyal member of their program for over 10 years, but I am now facing significant financial challenges that make it impossible to continue fulfilling the financial obligations associated with the timeshare. As a retiree living on a fixed income, I am struggling to cover both the timeshare payments and my essential living expenses. The costs of the mortgage and maintenance fees have become unmanageable, forcing me to rely on credit cards just to make ends meet—a strategy that is neither sustainable nor financially prudent at this stage in my life. Despite the value and memories the timeshare has provided, my financial stability must now take precedence. I have contacted Massanutten multiple times to request the closure of my contract, but I have yet to receive a resolution. I am seeking the assistance of the Better Business Bureau to advocate for a compassionate and fair cancellation of my timeshare agreement to alleviate this financial burden. I trust that the BBB can help mediate this matter and facilitate a resolution with Massanutten. Thank you for your attention to this matter. I look forward to a timely response and a resolution that considers my current financial hardship.

  

  Business Response

  Date: 03/24/2025

  Dear Ms. *********,We are sorry to hear that you are experiencing so many difficulties. We have provided you with resources for selling your ownership. 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:01/19/2025

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:01/17/2025

  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.

  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

  Date: 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

  Date:01/17/2025

  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.

  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

  Date: 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

  Date:12/27/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are 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

  Date: 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 Answer

  Date: 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, **** ********