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: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.

  I am filing a formal complaint about the challenges I’ve faced in canceling my timeshare contract with Great Eastern. The lack of assistance is appalling. Despite repeated attempts to resolve this issue directly with Great Eastern and their Director of Hospitality, ***** ****, I am left with no choice but to seek the BBB’s help.
  When we purchased the timeshare, we hoped to create lasting family memories. However, we can no ****er afford the
  financial obligations it requires. I received a letter from ***** ****, suggesting I find a third-party buyer. However, based on my research, reselling timeshares is extremely difficult, as many others have encountered the same struggles without
  success.
  We sent a response to ***** **** outlining our concerns after her suggestions, and have yet to hear back. This lack of response is disheartening given the financial and emotional burden we are facing.
  Our financial situation has drastically changed due to unforeseen circumstances. As the primary caregiver for my parents, I cover the costs of my father’s life-saving treatments, which amount to $26,000 per session before insurance, with $3,000 in out-of-pocket expenses every four weeks. This financial strain makes it impossible to meet the obligations of the timeshare contract.
  I have shared these hardships with Great Eastern when asking for their help. Despite my transparency, my concerns have been brushed off, adding significant financial and emotional stress to my family.
  I respectfully request that the BBB investigate. Timeshare companies should assist customers facing legitimate, documented hardships. I am simply seeking a fair resolution by canceling our contract without further financial or emotional strain.
  Thank you for your attention to this matter. I hope your involvement will prompt Great Eastern and ***** **** to engage with us and find a resolution.
  If you need further details or documentation to support my complaint please contact me directly.
  Sincerely,
  ***** ******

  

  Business Response

  Date: 06/13/2025

  We are sorry to hear that you are extremely stressed about your
  finances and family health issues. Please know that the Owners Association
  cannot cancel contracts or loans.  Since your purchase in 2024, the Owners
  Association 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. We do 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. We explained the rescission period,
  ways to use, rent, or exchange. Owners are welcome to sell their ownership once
  all financial obligations are met. 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

• Initial Complaint

  Date:06/06/2025

  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 the years, I have faced significant challenges that have made owning this timeshare no longer a possibility. I am a two-time cancer survivor, and the medical treatments I’ve undergone often prevented me from traveling, (as indicated by doctor's letter), leaving the timeshare entirely unused. During the COVID pandemic, when travel restrictions halted travel for over two years, I reached out to the company requesting a reduction or suspension of maintenance fees, as the timeshare could not be used. My request was denied, which placed additional financial strain on me during that extraordinarily difficult time. My situation has further deteriorated due to heartbreaking personal losses. I recently had to bury my mother, and shortly after, I experienced the devastating loss of my fiancé. These events have further impacted my emotional and financial well-being. Maintaining this timeshare has become overwhelming, unsustainable, and a source of significant distress. I understand that Great Eastern may not have a specific program to address circumstances like mine. However, I urge the company to consider the deeply personal and unique nature of my situation. Owning this timeshare has transitioned from being a financial burden to also being an emotional strain, and it is no longer a viable option for me to maintain. My desired resolution is a complete termination of my timeshare agreement. I hope the company can demonstrate compassion and understanding by addressing my case with flexibility and urgency.

  

  Business Response

  Date: 06/13/2025

  We are sorry to hear that you have faced so much personal hardship. As you explain, you have reached out and I see from your record we have removed late fees and penalties in an effort to assist you. Please know that the Owners Association makes every effort to assist owners with their ownership. I can see from the Owner record, this is your second ownership with Massanutten, and that we have reviewed your options multiple times. Please know that the Owners Association cannot cancel contracts or loans. Unfortunately, these are contractual obligations that you are responsible for. 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

• Initial Complaint

  Date:05/30/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to formally lodge a complaint about Massanutten Resort's refusal to offer a
  deed-back program for its timeshare owners, even in cases of extreme financial hardship. I
  recently contacted the company seeking to return my timeshare, as it has become an
  overwhelming financial burden on my family. Unfortunately, I was informed that Massanutten
  does not have any such program in place. This lack of support for families experiencing
  hardship is deeply troubling and unacceptable. My family faces significant financial challenges.
  As a government worker, my job security is uncertain, and the rising maintenance fees tied to
  this timeshare have only added to our struggles. These fees are an ongoing source of distress,
  leaving us in the painful position of having to choose between paying these fees or meeting our
  essential daily needs. We are a family of six with four daughters, and the funds consumed by
  these maintenance fees could instead be used to support their education, college aspirations,
  and other needs. The timeshare does not meet the needs of, or provide value to, our family of
  six. It is inflexible and impractical, and we have no desire or ability to use it. This has resulted in
  deep emotional distress, resentment, and financial instability. What’s worse, we purchased this
  timeshare for just one dollar, which reflects its negligible worth. Continuing to pay the inflated
  maintenance fees for something of such little value has become impossible. I am asking the
  Better Business Bureau for assistance in addressing this issue. I strongly urge Massanutten to
  reconsider its policy on deed-back programs and to provide a solution for owners dealing with
  hardship. My family is no longer able to manage this financial strain, and I respectfully request
  that Massanutten accept the return of my timeshare to relieve us of this burden.
  Thank you for your attention to this matter and for helping families like mine.

  

  Business Response

  Date: 06/06/2025

  Ms. *****,Please know that we have
  replied to your many requests and have also completed a file review from
  ******* ****** our Vice President General Manager. As stated, many times prior
  we do not have a program to assist you and request that you utilize the
  suggestions that we have presented. I will have a member of the Owner Relations
  Team call you at the number we have on record.Regards.Owner Relations

• Initial Complaint

  Date:05/27/2025

  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.

  Great Eastern is not taking my situation seriously, and I’ve had enough. It takes multiple emails even to get a response, and when I do, it’s just another generic, pre-approved corporate reply that completely ignores everything I’ve told you. My children are grown, my husband has passed, and I have no desire to return to the resort we once visited as a family. That chapter of my life is over. On top of that, I’m retired, living on my sole income, and the financial burden of this timeshare is simply too much. The maintenance fees go up yearly, and honestly, if I wanted to take a vacation, I could find something better that doesn’t require planning months or years ahead. I need honest answers and a real resolution to this situation. Stop sending me generic responses that don’t address my concerns. Address this properly and do it quickly.
  
  ********* ********

  

  Business Response

  Date: 05/28/2025

  Ms. ********,Please know that we have
  taken your request seriously and have offered you options to alleviate you from
  ownership. As ******* **** manger of the Owner Engagement team has emailed you
  in March of 2025.Regards,Owner Engagement Team

  Customer Answer

  Date: 06/04/2025

  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. To whom it may concern,I'd like to address the response I received regarding my complaint. Unfortunately, ******* did not provide me with sufficient options to exit my contract. Her only suggestions were to sell it myself or transfer it to a family member. That’s not helpful, nor is it what I was requesting.I need detailed explanations of the alternative termination options that other clients have successfully used. These are the real answers I’m looking for. What's been provided so far has been nothing but inadequate.This isn’t a complex issue requiring a full department’s input to explain to clients, so what exactly is her role if not to provide solutions? Does she handle anything beyond recycling the same unhelpful suggestions? What happens if I stop paying altogether?I expect a clear and actionable response, not more runaround.Thank you.********* ********

• Initial Complaint

  Date:05/27/2025

  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 want to file a complaint against Great Eastern Resorts regarding their unwillingness to provide a fair and reasonable solution to release us from our timeshare agreement. The persistent challenges associated with the property, in conjunction with my health and accessibility needs, have significantly impacted my ability to fully utilize and enjoy the timeshare. My mobility limitations have presented substantial barriers to accessing and experiencing the property as intended. Despite raising these concerns directly with Great Eastern Resorts, the lack of accommodations for individuals with disabilities has remained an ongoing issue. Their refusal to allow my guide dog, an essential part of ensuring my health and well-being, has further restricted my ability to use the timeshare as contractually promised. These challenges have placed undue stress on our family and limited our quality of life. Recognizing the importance of inclusion and accessibility, I have sought to resolve this matter directly with Great Eastern Resorts. Unfortunately, they have declined to offer a viable resolution. We are now left with no option but to reach out to your office for assistance in advocating for a fair outcome. Specifically, we are requesting to terminate the timeshare agreement without facing the severe financial and credit-related consequences of foreclosure. We trust that Great Eastern Resorts values customer satisfaction and upholds its responsibility to provide equitable treatment for all clients, especially those with disabilities. Addressing this matter not only has the potential to resolve our specific concerns but also to reinforce the company’s commitment to supporting individuals with diverse needs. I have even sent them a doctor’s note that underscores the seriousness of this situation and the necessity of our request but they still choose to ignore our pleas.

  

  Business Response

  Date: 05/28/2025

  Mr. ********,Please know that we have empathy
  for your current situation. In reviewing your account. I see where we have
  replied to your request many times offering suggestions to assist you. I also
  see where there was an extensive file review completed on behalf of ******* ****** our Vice President and General Manager in May of 2025. As stated, many times
  prior we do not have a program to assist you in alleviating you from the deeded
  ownership. I again suggest that you review the information that was provided
  and utilize the suggestions that were given.Regards,Owner Engagement Team 

  Customer Answer

  Date: 05/30/2025

  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
  are rejecting Great Eastern's response to our complaint. While they
  have claimed to assist us, they have not taken any meaningful or
  actionable steps to resolve the situation. Their suggestion to sell the
  timeshare is neither feasible nor realistic, as the market for
  timeshares has depreciated so significantly that people are attempting,
  and failing, to sell them online for as little as one dollar. My request for cancellation has been clearly communicated multiple times, and their refusal to honor this request fails to address the challenges I have repeatedly outlined. My mobility limitations and the inability to bring my guide dog have severely impacted my ability to access and enjoy the property as promised in the contract. These challenges have caused immense stress and diminished our quality of life. Their claim that “there was an extensive file review completed on behalf of ******* ****** our Vice President and General Manager in May of 2025” seems questionable, considering that in his response to us directly, he simply forwarded us to the Owner’s Association for review. We were also told in this email response that we would receive a written response about this review, which was never received.Cancellation is the only reasonable resolution, and we urge the company to honor this request. Thank you for your continued attention to this matter. 
  Regards,
  
  ******* ********

  

  Business Response

  Date: 06/06/2025

  Mr. ********,I will have a member of our
  Owners Relations Team call you at the number we have on record to further
  discuss your ownership.Regards,

• Initial Complaint

  Date:05/26/2025

  Type:Product 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 Great Eastern Resorts for their poor handling of our concerns as a timeshare
  owner. Our experience with this company has been deeply disappointing, and we are seeking your assistance
  in resolving this matter. Despite repeated attempts to address these issues with Great Eastern Resorts, we
  have received either inadequate responses or none at all. As a paying customer, we entered into this
  timeshare expecting convenience, usability, and financial benefits, as promised by their sales representatives.
  None of those promises have been fulfilled. Our main concerns are: we currently pay nearly $600 per month,
  plus rising maintenance fees, which have become a significant financial strain on our family. These costs
  make it nearly impossible to support our grandchildren financially. Despite the high costs, we are unable to
  use the timeshare. Reservations are consistently unavailable, making it useless to our family. We’ve lost all
  interest in using the property. We were told the timeshare would offer flexible travel, rental income, and an
  increase in value over time. None of this has been true. Instead, ownership has caused financial and
  emotional distress. We feel misled by sales representatives who exaggerated the benefits. Rising fees and a
  lack of usability have shown that their tactics were predatory and dishonest. We have repeatedly tried to
  contact Great Eastern Resorts to discuss contract termination, but they have either ignored us or failed to
  offer meaningful assistance. We are now seeking alternative measures to resolve this financial hardship. We
  ask the Bureau to hold Great Eastern Resorts accountable for their inaction and lack of transparency.
  Specifically, we request their cooperation in terminating our timeshare contract to end this distressing
  situation. We also ask for clear communication moving forward and acknowledgment of the urgency of this
  matter.

  

  Business Response

  Date: 05/28/2025

  I am saddened to hear that
  you feel that we have not assisted you in this matter. We do not have a program
  to assist you as we have stated many times prior. We have offered suggestions
  to assist you in resolving this. This is a deeded property and if you do not
  wish to continue to own the property know that you must transfer the deed to another
  person. You own a Regal Vista unit week 28 and you also are a member of *** that allows you to trade weeks or go to another destination outside of Massanutten.
  If you would like assistance using your ownership, please call the Owners
  Association at ************ option *. If you have questions in relation to your
  *** membership, please contact them at ************.Regards,Owner
  Engagement Team

• Initial Complaint

  Date:05/22/2025

  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.

  Dear Better Business Bureau,
  
  I’m reaching out with the utmost frustration and desperation regarding the appalling treatment we've received from Great Eastern Resorts. This company is, without a doubt, the most deceitful and heartless organization we have ever encountered. I urge you to hear our case and help us find some form of resolution, as we feel completely trapped and unheard.
  
  My husband is wheelchair-bound due to severe spinal cord damage. His condition makes traveling extremely difficult, especially in cold climates, which is the only time we could use the timeshare. His doctors have been very clear and have provided multiple medical documents stating that travel poses significant risks to his health. Despite this, these companies refuse to acknowledge our situation and refuse to release us from the financial burden of this timeshare.
  
  We’re now being crushed under mounting maintenance fees that increase every year, on top of the enormous medical expenses we already face. Our family simply can’t keep up anymore. We’ve explained this to them. We’ve provided proof. But none of it seems to matter to them. They’ve made it abundantly clear they care more about lining their pockets than offering the slightest bit of understanding or humanity.
  
  It is devastating to feel so powerless in this situation. We are doing everything we can to keep up with life’s necessities and take care of my husband’s medical needs. But these companies seem to believe their fees are somehow more important than a family’s health, well-being, or even basic dignity.
  
  If there is anyone at the Better Business Bureau who could help us address these predatory and cold-hearted practices, we would be deeply grateful. We cannot keep doing this alone. Please, if there’s any way you can intervene or guide us to a fair resolution, we need your help. No family should endure this type of stress, especially while dealing with significant health challenges.

  

  Business Response

  Date: 05/28/2025

  Please know that we have
  empathy for your change in circumstance and we hope that your medical situation
  improves. We however do not have a program to alleviate you from ownership.
  This is a deeded property and if you choose not to own the property you must transfer
  the deed by selling the property as with all real estate. As we have stated in
  the past as we replied to your correspondence we suggest exploring the
  resources found on the ******** ****** ********** *********** – ****** ******* ********* ***** **** ******* ** ******* You have mentioned that you
  can only come in the colder times as you own **** ** at ***** ******. Please
  know that you can travel to other destinations as well as come to the resort on
  a different week with a membership through *** a third party company. To gain a
  better understanding of how *** works you can call our In-House representative ***** ****** at *************Regards,Owner Engagement Team

• Initial Complaint

  Date:05/21/2025

  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.

  To the Better Business Bureau,
  
  We are filing a complaint against Woodstone Meadows under Great Eastern Resorts for deceptive practices that have caused significant stress and financial hardship for our family. From the beginning, we were misled by false promises during the timeshare presentation, which was part of a "prize" vacation we had "won." Despite making it clear that we were not interested in a timeshare, we were pressured & convinced with claims that have since proven to be entirely false.
  
  We were told we could easily rent out the timeshare for $2,400 per year by simply contacting the resort, which would handle everything. This turned out to be untrue, as the resort informed us we must rent it out ourselves, but would never make $2400. We were also assured that if we no longer wanted the timeshare at any point, the resort would buy it back with no issue. This has also proven false, as they refuse to repurchase it.
  
  We have never even been able to use the timeshare. Availability is always an issue, &we are constantly told we don’t have enough points or options for exchanges. Meanwhile, we’ve been forced to pay annual maintenance fees that we cannot afford, further adding to our financial struggles.
  
  The situation worsened as our son has been diagnosed w/ a serious, incurable disease that requires constant treatment &expensive medications, some of which are not covered by insurance. We have gone into debt trying to keep up w/ medical costs & maint. fees for a useless timeshare. The financial & emotional strain has been devastating for our family & has negatively impacted every aspect of our lives.
  
  The lack of accountability from this company is unacceptable. They refuse to provide assistance & take no responsibility for the lies we were told. We are asking for your help in resolving this matter fairly and holding Woodstone Meadows accountable for their deceptive practices. Please let us know if additional information is needed.
  
  **** * ***** ***** ** 

  

  Business Response

  Date: 05/28/2025

  Mr. & Mrs. *****,I am very sorry that you are unhappy with your
  ownership as we want all of our owners to be happy with their purchase. In reviewing
  your purchase and ownership documents I see that you purchase in October of
  2018. We have replied to many correspondences received from you as well as the
  Attorney General since March of 2024. As we have stated many times, we do not have
  a program to alleviate you from your deeded ownership. In addition, we
  completed a deep review of your account as requested by ******* ****** our Vice
  President General Manager in November of 2024. We have suggested
  that you utilize the resources found
  on the ******** ****** ********** *********** * ****** ******* ********* ***** **** ******** ************** to assist you in selling your deeded
  property. We also caution you not to pay anyone
  a set 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.Regards,Owner Engagement Team

  Customer Answer

  Date: 05/30/2025

  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. To whom it may concern, I’d like to start by pointing out that we never received a response to the letter we mailed to Great Eastern’s **** *** **** ** ************* ** on March 12th of this year. It seems they’re referencing correspondence from over a year ago, which feels like an attempt to sidestep the real issues. We’ve been honest and upfront, and their lack of acknowledgment only reinforces that. Additionally, their reply barely addressed the main concerns we raised in our complaint. It feels like they’re avoiding accountability altogether. At this point, we’re just trying to do what’s best for our child. We can’t keep diverting funds from his medical care to pay a company that seems more focused on profit than fairness. It’s exploitative and, frankly, cruel. We believe they should do the right thing and offer us alternative options to cancel this contract. If that’s not possible, we’d at least like clear information on how other owners have managed to terminate their contracts in the past. What would happen if we simply stopped paying? Their lack of transparency is exhausting, and we’re tired of being left in the dark. We hope this can be resolved fairly and quickly. Sincerely, **** * ***** ***** **

• Initial Complaint

  Date:05/20/2025

  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.

  Despite multiple attempts to communicate with this timeshare company via letters and emails, we have received no response or resolution. We urge the company to address our concerns immediately. When we purchased the timeshare, we believed we were making a sound investment, but several issues have caused financial and personal hardship. During the sales process, we were assured that renting out our timeshare would earn nearly $1,000 for a few days. In reality, partnering with the recommended rental agency has only generated a few hundred dollars, barely offsetting the cost of ownership. We were told the timeshare’s “week”
  structure would allow easy exchanges through ***. Instead, we must “bank” weeks with no guarantee of availability. We were also misled into believing we could rent and bank our week simultaneously, which is not possible. The *** membership, advertised as providing a “free” week, requires an annual fee that was never disclosed during the sales process. Without paying this fee, we lose access to the promised week, a key factor in our purchase decision. Despite assurances that maintenance fees would remain consistent, they have increased significantly each year, creating a financial burden. These issues have caused severe financial strain, forcing us to accrue credit card debt to cover timeshare costs and divert resources from essential expenses, such as insulin for ********, which we pay out of pocket. We feel misled by inaccurate and incomplete information and are deeply disappointed with how the timeshare has failed to meet its promises. We request immediate action from Great Eastern Resorts to resolve this matter. Specifically, we seek the ability to exit the contract without penalties or a renegotiation of terms to align with original representations.

  

  Business Response

  Date: 05/28/2025

  Mr. *****,We are saddened to hear that you remain unsatisfied with your
  ownership. It seems that your main concern is how *** works with the depositing
  of weeks and or exchanging weeks or vacationing elsewhere. Please know that you
  can speak with ***** ****** our in-house *** representative, and she will
  gladly explain your membership and how *** operates. You can reach her at
  ************* With regard to the maintenance fees know that you signed and initialed
  a buyer’s acknowledgement that clearly states that the maintenance fees are
  subject to change. Should you have additional questions please contact
  Mountainside Villas at ************. If you do not wish to own you have the
  right to sell your deeded property and we suggest again to utilize the resources found on the ******** ****** ********** ********* We also caution you not to pay anyone a set
  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.Regards,Owner Engagement Team

  Customer Answer

  Date: 05/28/2025

  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.
  First and foremost, the assertion that our primary concerns are solely related to *** is incorrect. While *** is a component of our dissatisfaction, it does not encompass the primary issue we raised. Our main concern revolves around the financial burden of this timeshare, which we can no longer afford. This financial strain has reached a critical level, where it is now directly impacting our ability to pay for essential expenses, such as diabetes medication for ********. The gravity of this situation cannot be overstated. Adding to this distress is the repeated lack of accountability and support. We have reached out to Mountainside Villas for assistance, only to be redirected to Great Eastern. This pattern of deflection has created a prolonged cycle of confusion and frustration, leaving us without clear guidance or resolution. For loyal paying owners like ourselves, this lack of effective communication and willingness to address our concerns feels dismissive and unworthy of the trust we have placed in this company. We are troubled by the company’s discussion of scams involving the ******** ****** *********** *********** ****** when it appears to us that the actual exploitation is occurring within this system itself. Being misled and burdened with obligations we cannot fulfill is not only deeply stressful but also strains the integrity of this process. Our hope in filing this claim was to seek a fair and prompt resolution to our concerns. We are not seeking to avoid responsibility but are simply requesting understanding, fairness, and a pathway to relieve the overwhelming financial hardship caused by this situation. We respectfully ask that our voice be heard and that this matter be reconsidered with careful attention to the core issues we have outlined.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:05/16/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against Great Eastern Resorts, specifically the mortgage department, due to their refusal to release me from my timeshare contract and their ongoing lack of response to my repeated attempts to resolve this matter. Despite sending multiple formal letters, I have not received any resolution or meaningful communication regarding my dire financial situation associated with this timeshare, including contract number ************* 
  After the passing of my husband, I became solely responsible for the financial obligations tied to this timeshare. The mortgage payments, rising maintenance fees, and other costs have become unsustainable, forcing me to stop payments entirely. I can no longer maintain this financial burden and need to redirect my funds toward basic living expenses. This hardship makes it impossible for me to fulfill the obligations of the contract, and I have made every effort to act in good faith to resolve this matter.
  
  What is most concerning is that other reputable timeshare companies offer hardship releases, buyback programs, or negotiated exit solutions for owners in similar circumstances, but Great Eastern Resorts has failed to provide any such options. Their dismissal of my situation and refusal to engage with me not only exacerbates my financial hardship but also demonstrates an apparent disregard for ethical business practices.
  
  I am requesting immediate attention to this matter and expect the company to provide a resolution that fairly and ethically addresses my circumstances. Their refusal to release me or even discuss a viable solution is unacceptable, and I urge action to resolve this ongoing issue.

  

  Business Response

  Date: 05/20/2025

  Ms. *****,In reviewing your account, I
  see where you have owned properties here at Massanutten since 2016. Your most
  recent upgrade was in 2022 where you purchases a Regal Vistas property week 21.
  I have also seen where we have stated many times that here at Massanutten we do
  not have a deed-back or buy-back option as with any deeded property if you no
  longer wish to retain then you must sale the property once all your financial
  obligations have been met. We have many times provided you with the responsible
  exit solution offered by The ******** ****** ********** ****************** ******* ********* ***** ***** Please note that your signed contract and buyer’s
  acknowledgement which outlines the fact that we do not have a program to take
  back properties.In addition, we have offered
  you the number to Meridian Financial Services to assist you in possibly making
  a payment arrangement for your past due maintenance fees. We have also provided
  the number to Great Eastern Resort Corporation should you have any questions in
  relation to your mortgage.Regards,Owner Engagement