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:07/11/2025

  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 feel trapped in an agreement that offers no value and causes significant financial stress. We have expressed our frustration to Great Eastern many times, and they send us the same generic responses every time with no glimpse of hope. This situation is deeply unfair, and we are requesting the assistance of the Better Business Bureau to help mediate and resolve this issue. Since purchasing our timeshare with Great Eastern Resorts, we have never been able to use it due to ongoing booking and availability problems. That is ten years of paying for something unusable. Every time we attempt to schedule a stay, we are either met with unavailability or hurdles that make it impossible to utilize the service we are paying a lot of money for. This has made the timeshare useless in our situation, yet we are still paying for it. We are a hardworking
  family who works in the farming industry, and owning this timeshare is stealing our hard-earned income. We believe our request to cancel our timeshare contract with Great Eastern is reasonable and fair, considering we have never been able to use it. When we started reaching out, all we were told was to sell it. That is not a productive or helpful response, since they go for a penny on Facebook. They have taken a long time to get back to us, and we don’t feel the situation is actually being examined with the depth it requires.

  

  Business Response

  Date: 07/17/2025

  Dear **** and ******,I am sorry to hear that you have had difficulty using your ownership. When I reviewed your ownership record, I found that your account
  has been past due since 2021. Your
  *** Points Membership has also been cancelled due to non-payment. In order to
  use your owner, your owner obligations must be current and that is one reason
  you have not been able to use your ownership. We will have someone from the
  Owner Engagement team reach out to regarding your account and review your
  options. Sincerely,Massanutten Owners Association

  Customer Answer

  Date: 07/21/2025

  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.
  The issue that they want to keep referring to is the fact that our account is not up to date. The issue is that we have never used the timeshare because when we would call to schedule a time and they would say that we had to schedule a year in advance and with being farmers this was impossible to do. 
  We have repeatedly asked for them to take this timeshare back and would be willing to sign it back to them. We paid the timeshare off so we are going to lose all that money but are willing to do that just to get out of this. Trying to sell it ourselves has not worked so they just need to let us out of it by taking it back. They could sell it to another person and make double the money on it since we paid for it once. we do not feel that this is an unreasonable request. 
  Regards,
  
  **** and ****** *****

• Initial Complaint

  Date:07/09/2025

  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.

  Despite numerous attempts to resolve the situation directly with Great Eastern, I find myself caught in a position that is affecting my financial well-being and family. Upon entering this agreement, the promises made to us were not upheld; we have not been able to secure vacation weeks that align with our schedule, rendering the timeshare unusable yet financially burdensome. My efforts to either sell or transfer ownership have been unsuccessful, leaving us with no actual solutions. I have reached out to Massanutten's internal equity department multiple times seeking assistance or relief from this contract. They have offered no solutions despite my struggles to meet the financial obligations of this timeshare. The continued burden of these payments is not only affecting my immediate financial stability, but also poses a more long-term risk to my family's well-being. This experience has become overwhelming, and I am seeking the BBB's help to facilitate a resolution. Please help me find a solution with Massanutten, and have them provide options for releasing us from this contract. We are willing to work with them, but they have been completely unreliable in assisting us.

  

  Business Response

  Date: 07/14/2025

  Dear ***** and ******,I reviewed the correspondence regarding your ownership. I do
  not see where you expressed any concern for using your ownership but instead,
  requested cancellation of your ownership. As we explained, you were past the rescission
  period and as with any deeded ownership, you would be responsible for selling your
  timeshare once all financial obligations are met.When you purchased your ownership in February of 2023, your first
  occupancy was in 2025. You purchased occupancy in a 4-bedroom
  Summit with occupancy on odd years. This year would be your first ownership booking/stay. I
  have been unable to find any contact with the reservations department in order
  to verify that you requested to book your ownership and were denied. You are
  still entitled to an annual bonus week, which owners’ access through their
  membership with ***. I am asking the Owner Reservations team to send you
  information to clarify what you own. Please let us know if you need additional
  information. Reach out to the Owner Engagement team by calling the Massanutten Owners
  Association at ************, option * to schedule an appointment that will
  assist you in using your ownership.Sincerely, Massanutten Owners Association

• Initial Complaint

  Date:07/02/2025

  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.

  Over a year ago during serious financial struggles, I contacted Great Eastern to cancel our timeshare. I spoke with ****, who told me to submit my case in writing to the Board of directors. I followed her instructions, hoping they'd understand and help.
  Since then, nothing. No help, no progress - just excuses. Instead of taking responsibility, they told me to sell or rent the timeshare myself, washing their hands of the problem. Recently, I even received a letter saying they "do not intend to respond to any further correspondence." That's crazy.
  We've already spent so much money on this timeshare, and to be treated this way is unfair. It feels they sold us false promises and now refuse to take accountability. After all my efforts to resolve this, they've completely cut us off.
  We can't keep this up. The financial strain is overwhelming, and we just want to move on. All we're asking is for Great Eastern to take back the timeshare and release us from the contract.
  I'm hoping the Better Business Bureau can help because we're at a loss.

  

  Business Response

  Date: 07/04/2025

  Ms. ******,I am sorry that you no
  longer wish to own your property here at Massanutten. We do not have a program
  to alleviate you from ownership. We have provided you with suggestions to assist
  you in the sale of your deeded property. I hope that you will take advantage of
  those suggestions as we process many transfers on an annual basis from people who
  have had success in selling their deeded property.Regards,Owner Relations Team

• Initial Complaint

  Date:07/01/2025

  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 filing a complaint against Massanutten Resort (Great Eastern Resorts) regarding our timeshare contract, which was sold to us under misleading circumstances. During the sales presentation in July 2023, we were verbally promised flexibility in scheduling vacations, the ability to use the timeshare “anytime,” and an easy rental process. These claims significantly influenced our decision to purchase. However, we later learned our ownership is for a fixed week only. In order to use it outside that timeframe, we would have to pay additional fees, something that was never disclosed during the presentation.
  Furthermore, the “rental option” we were encouraged to pursue turned out to require upfront fees of nearly $3,000, rendering it financially unreasonable. We feel duped and misled, as none of these critical limitations were clearly explained to us in advance.
  Despite multiple letters to Owner Services explaining our situation, Massanutten has refused to release us from the contract. Adding to our distress, my wife has experienced significant health issues, and we can no longer travel or utilize the timeshare. Yet we are still burdened with maintenance fees for a property we cannot use and were misled into buying.
  We are not trying to walk away from a fair deal—we are asking to be released from a contract that was entered into based on false representations and that has become impossible to fulfill due to serious health and financial hardship.
  We request the BBB’s assistance in seeking a full cancellation of our timeshare agreement.

  

  Business Response

  Date: 07/04/2025

  Mr.
  *******,We have taken the time to review your ownership
  and cannot find where we have not held up the contract. In addition, the Acknowledgment you
  signed and initialed at Closing makes clear that the timeshare was sold for
  personal use and that no sales representations, oral or written, were relied
  upon by you when purchasing the timeshare. The Acknowledgment clearly outlines
  the annual maintenance assessment obligations with respect to the timeshare and
  is signed and initialed to confirm you had the opportunity to read and
  understand the Contract for Purchase and Sale and other relevant documents. We
  have replied to your many requests to release you from your deeded ownership,
  as stated previously we do not have a program to assist you. We have offered
  you suggestions to assist you in the sale of your property.Regards,Owner
  Relations Team

  Customer Answer

  Date: 07/08/2025

  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.Thank you for the response from Massanutten Resort (Great Eastern Resorts). However, I respectfully reject their response, as it fails to address the core issues raised in my original complaint. While the resort refers to a standard Acknowledgment document signed at closing, this document does not negate or excuse the materially misleading sales tactics used during the presentation, tactics that heavily influenced our decision to purchase. We were clearly and repeatedly told by the sales representative that we would have flexibility in scheduling, that we could use the timeshare “anytime,” and that we could easily rent it out to recoup costs. These representations were not only verbal but emphasized in writing on promotional materials shown to us. At no point were we told that we were purchasing a fixed week with limited options outside of that time unless we paid additional fees. Nor were we informed that the so-called “rental program” required nearly $3,000 upfront, making it inaccessible to us. This was not a case of misunderstanding the terms, we were deliberately misled. The fact that these promises are not reflected in the final paperwork is exactly the issue. This is classic bait-and-switch sales behavior, and the Acknowledgment document cannot be used to retroactively justify deceptive practices. If anything, it underscores the need for consumer protections in timeshare sales.Additionally, our circumstances have changed dramatically since the time of purchase. My wife is now dealing with serious medical issues that prevent us from traveling, and we are financially strained. Continuing to charge us maintenance fees for a property we cannot use, one we were misled into buying, is both unethical and unconscionable. We are not asking for anything unreasonable. We are simply requesting to be released from a contract that was entered into under false pretenses and that has become impossible to fulfill due to legitimate and verifiable hardship. We respectfully request that the Better Business Bureau continue to mediate this issue and assist us in pursuing a full cancellation of our timeshare agreement.Sincerely,
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 07/09/2025

  Dear Mr. and Mrs. *******,We are sorry that you feel
  misled, but your statements do not reflect our sales process or the contracts
  you signed. Your initial purchase did provide you with membership in ***, which
  provides a tremendous amount of flexibility when scheduling a vacation. As you
  can imagine, *** has their process that new owners learn about when using their
  bonus week or banking their ownership week and exchanging. Flexibility is what
  many of owners love about being *** members. Upon review of your paperwork,
  I cannot find where you purchased a timeshare that is available on demand, at
  any-time you request. The rental process has been described by many owners as
  easy to navigate. We provided you with information for *********, an independent
  company that has on-line services, as well as an excellent reputation with our
  owners. The $3,000.00 payment for rentals you mentioned, sounds like a scam. Please
  be cautious, *** does not allow third-party rental rentals of exchanges or
  bonus weeks.The owner engagement team
  would be happy to speak with and advise you regarding your ownership, please call the Owners Association and ask to speak to the engagement team. In order
  to use your ownership, your account does have to be current. Please reach out
  to the in-house collections team at ************ and the Massanutten Mortgage
  team directly to address your past due accounts. Please consider honoring your
  contractual agreements and becoming an owner in good standing.Sincerely, The Owner
  Relations Team

• Initial Complaint

  Date:07/01/2025

  Type:Billing 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.

  Time Share Paid for. Due to spouses death, I can not afford the maintenance fees.

  

  Business Response

  Date: 07/04/2025

  Ms. ******,Please accept our condolences
  on the loss of your husband ****. In reviewing the account, I see where *******
  **** our Owner Relation Manager has spoken with you and tried to assist you,
  and you denied her assistance. Ms. **** provided you with information to assist
  you with your past due maintenance fees. I will have someone from owner
  relations reach out to you.Regards,Owner Relations Team

• Initial Complaint

  Date:06/29/2025

  Type:Billing 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 sending you this complaint because of ongoing issues with Great Eastern Resorts regarding the cancellation of my timeshare contract. I have made several attempts to resolve this matter amicably, but the company has stopped responding to my communications, leaving us in a very stressful and desperate situation.
  When we initially purchased the timeshare, we were assured that we would have access to numerous vacation options and would not need to return to Massanutten. Every time we try to book, there are no available options. The salesman took advantage of my mother's strong religious values during the purchase process, which we now recognize as a lie.
  The timeshare has caused financial and emotional strain on my family. We were told we could sell our week, but who wants to travel to Virginia the second week of March? We fully understand the terms of
  the contract we originally signed, including the very limited window of time we were given to change our minds. However, now that we’re trapped in this and can’t change our minds, Great Eastern is allowed to
  change theirs and raise our maintenance fees continuously. This, combined with our inability to utilize the timeshare as promised, has left us feeling misled and trapped. Our situation is compounded by the fact that we are living on a fixed income. My mother, who is aging, took out a loan against her home to manage debt. Unfortunately, the interest on her loan will double next year, placing us in an even more precarious financial position. We are reaching out in desperation, hoping the BBB can help us re-establish communication with Great Eastern Resorts. We want to peacefully terminate our timeshare agreement and have the company take back this burden. We are simply asking for relief from the financial and circumstantial weight this timeshare has placed on us.
  
  Thanks,
  **** ****** *** ***** ****

  

  Business Response

  Date: 06/30/2025

  Ms. ******,Please know that we have
  empathy for your current situation, however as stated many times prior we do
  not have a program to assist you. As this is a deeded property you must sale
  the property if you no longer wish to own. We have on many occasions provided
  you with information to assist in the sale of the property. In December of 2024
  we completed a file review at the direction of our Vice President General Manager
  ******* ******, and we cannot find any deception on the part of Massanutten per
  your contract and buyers acknowledgement. We again state that we do not have a
  program to alleviate you from property ownership and advise you to utilize the
  suggestions that we have provided in our many correspondences.Regards,Owner Relations and
  Engagement

• Initial Complaint

  Date:06/25/2025

  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.

  I'm trying to refinance my home, using some of the money to pay my obligation to Massanutten Resort. My finance company stated that Massanutten reports to the credit bureau as a M5 mortgage payment. Which does not allow me to refinance instead of a loan pmt which will allow this refinance to go through. There was other information that was not disclosed to me when I purchased this time share. The main one is you cannot sell your time share if you want to , you only have a week assigned for you to use it. Maintance fees are expensive and a separate amount to pay. This property is not available for your leisure when you want to use it. I tried contacting the COO ***** ***** the receptionist acted like she did not know who I was asking to speak with .I also sent an email to Mr. ***** . I was only requesting that they change the report to the credit bureau to loan pmt to help assist in my refinance to go through. I researched this and quite a few people are having the same issue as myself. I have been in touch with my mortgage company and they also did research on this. I would appreciate if someone would contact me regarding this matter. With best regards ****** ****** *****. My contact number is ************ my email is *****************************

  

  Business Response

  Date: 06/30/2025

  Ms. ****** *****,I have reviewed your
  property ownership, and you made your purchase in August of 2017. Should you
  have questions regarding your mortgage you will need to contact Great Eastern
  Resort Corporation at ************. If you would like to set up a payment plan
  for past due maintenance fees in the amount of $2,374.56 please contact In
  House Collections at ************.Regards,Owner Relations and
  Engagement 

• Initial Complaint

  Date:06/24/2025

  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.

  Our experience with this company has been one of financial hardship, broken promises, and lack of support, culminating in an overwhelming burden that threatens their emotional and financial well-being. We are retired army veterans who rely entirely on fixed disability benefits for living expenses. To date, we have applied over $10,000 toward the timeshare yet only $1,748 has been credited toward the principal. This discrepancy has caused us to question the fairness and integrity of this arrangement.
  
  We were assured that purchasing the timeshare would provide flexible booking options, access to an array of vacation
  destinations, and reduced costs through rewards and referrals. These promises, however, have gone unfulfilled. We have struggled to secure bookings through the rewards program. Consequently, the supposed benefits of ownership have proven largely inaccessible to them, forcing us to incur additional costs by seeking alternative vacation options. Adding
  to this strain is the significant rise in maintenance fees, which have increased from $494 in 2022 to a projected $628 in 2025. Despite paying these escalating fees, we frequently encounter issues with reserving accommodations, even through their *** membership. The expenses tied to these limitations negate the value of the timeshare and place an excessive financial burden on us, jeopardizing our ability to cover daily essentials, including critical medical needs. The
  hidden fees, lack of transparency, and consistent unavailability of promised benefits have resulted in enormous stress and financial difficulty for us. Despite our repeated efforts to seek assistance directly from Great Eastern Resorts, they have not received the understanding or relief necessary to mitigate this situation. Our pleas to be released from the contract have fallen on deaf ears, leaving us trapped in a cycle of financial hardship with no sign of relief.

  

  Business Response

  Date: 06/30/2025

  Mr. *******,I have taken the time to
  review your property ownership and see where you purchased in April of 2021. I
  also see where you have written several letters, and we have replied to each
  offering suggestions to you to alleviate yourself from property ownership as
  this is deeded property. As stated previously we do not have a program to
  assist you as we do not have a deed-back, buy-back or re-sale program. We again
  suggest that you utilize the suggestions that we have provided. Should you have
  questions regarding your mortgage please contact Great Eastern Resort
  Corporation at ************. Questions regarding *** a separate company not
  owned by Massanutten you can call them directly at *************Regards,Owner Relations and Engagement

  Customer Answer

  Date: 07/02/2025

  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 want to address Massanutten Resort’s response to my concerns about exiting our timeshare ownership. While I appreciate their acknowledgment of our correspondence, their response fails to address the key issues we raised and offers no meaningful assistance or resolution. For these reasons, we reject their response. Massanutten Resort has stated they do not offer a deed-back, buy-back, or resale program. This lack of an exit strategy leaves owners like us without a viable way to relinquish ownership of a property that no longer meets our needs. As a company selling deeded properties, they should provide a clear and transparent process for owners wishing to exit their contracts. Their refusal to do so places an unnecessary burden on owners and effectively traps us in perpetuity. The company claims to have provided suggestions for alleviating ownership, but these suggestions are impractical and ineffective. Without a formal program or company support, they do not offer a real solution. Additionally, the company has not provided evidence that these suggestions have successfully helped other owners in similar situations. Their response directs us to third parties, such as Great Eastern Resort Corporation and ***, for questions about my mortgage and membership. This deflection does not address our primary concern: the absence of an exit strategy provided by Massanutten Resort itself. As the entity that sold us the timeshare, it is their responsibility to provide a clear and fair exit process. The perpetual nature of timeshare ownership, combined with the lack of an exit strategy, raises serious ethical concerns. Owners should not be forced to retain a property indefinitely, especially when circumstances change, and the property no longer serves their needs. Massanutten Resort’s failure to address this issue shows a disregard for their customers' well-being. We urge Massanutten Resort to reconsider their stance and take meaningful steps to address owners’ concerns about exiting their timeshares. This could include implementing a deed-back or buy-back program, offering transparent resale assistance, or providing other viable solutions. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:06/14/2025

  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.

  Several years ago, I contacted Great Eastern Resorts via email and phone, requesting the
  
  cancellation of my timeshare. I repeatedly explained that I am currently experiencing significant
  
  financial hardship and am knee-deep in debt. However, their responses offered false hope and
  
  repeated denials.
  
  
  Over time, they have stopped responding altogether. This feels neglectful and unacceptable,
  
  especially given the severity of my financial circumstances.
  
  
  I am looking for the BBB's assistance in addressing this issue. I am seeking a resolution that
  
  allows me to terminate my timeshare agreement without further financial or emotional strain.
  
  Their lack of communication and accountability in this matter has left me feeling frustrated and
  
  betrayed.
  
  
  Please contact me if further details or documentation are required. I appreciate your support in
  
  mediating this matter and look forward to your response.

  

  Business Response

  Date: 06/20/2025

  Dr. Mr. *****,Please know that we have
  empathy for your change in circumstance but as the staff explained, as the deeded
  owner of the property you are responsible 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:06/12/2025

  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.

  My spouse and I, as loyal owners, have consistently remained current on all payments and fees since entering into this commitment with Great Eastern Resorts. However, we are now facing significant financial challenges that have made it impossible for us to manage the ongoing maintenance and assessment costs associated with the timeshare.I am a full-time firefighter, serving as a first responder who works daily to protect my community. My demanding role, paired with our current financial circumstances, makes it incredibly difficult to allocate the time or resources needed to explore options like renting, selling, or transferring the ownership of this timeshare. Additionally, as newlyweds, we are working hard to save for our first home, but the financial strain imposed by this timeshare is negatively impacting our ability to build a secure future. We have reached out to Great Eastern Resorts to discuss potential options, but the solutions they have provided are not viable for us. While we understand that offering an exit option may not align with standard practices, we hope our situation, along with similar concerns of others, may warrant an exception. We have heard of alternative solutions that have worked for others in comparable circumstances, and we are hopeful that a resolution can
  also be found for us. Our primary objective is to pursue a full termination of the timeshare agreement, as any other methods would require time and resources that we simply do not have the capacity to manage. We are asking for your guidance and intervention in this matter, as we have exhausted our options with the timeshare
  company and have been unable to make meaningful progress toward a resolution.

  

  Business Response

  Date: 06/13/2025

  We are sorry to hear
  that you are extremely stressed about your finances. Please know that the Owners Association cannot cancel contracts or
  loans.  Since your purchase in 2021, the Owners Assocation has made every effort to guide you and provide resources for you to use and enjoy your ownership. Unfortunately, these are contractual obligations
  that you are responsible for. The Owners Association does not have a give back
  program. As you explained in your BBB posting, we have communicated with you
  about the many options you have to use your ownership. Please reach out if you need more information on utilizing
  your ownership by calling ************ and the Owners Association as well as the Owner
  Reservations team will be happy to assist you. Sincerely, Massanutten Owners Association