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:11/07/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Hello! I was contacted stating my name was chosen for a 3 day 2 night stay at your resort and to make a day trip first for a tour. It was not explained upfront that this tour is for a time share which I rather not get involved in. What is not explained is if you can’t make the day trip you will not get your refund that was made upfront for $99 and also I will be responsible for other fees that the resort will not cover as well which is not explained to you and should be. I wish not to get myself wrapped up in this kind of situation and be responsible for fees that should be explained upfront with full honesty so a person knows what they are getting theirselves involved in. Times is to hard out here for someone to just take your hard earned money if you can’t attend a one day trip. I see where this situation can go with reading all the reviews and I rather not participate with this kind of situation. So all I’m asking is for my refund please of my $99 no contract was signed or anything I would just like my refund issued back to be done because I see they can’t even be honest. Thank you!

  

  Business Response

  Date: 11/09/2022

  Ms. ******, I will have someone from marketing reach out to you to resolve this matter. Kind Regard, ****** * *********Customer Service Specialist

  Customer Answer

  Date: 11/14/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I rejected because their going to keep trying to make me keep the reservation for a time share that I’m not interested in and that should of been explained upfront. Also I  will charged additional fees for not attending a time share and that doesn’t sound right to me. I just wish to have my $99 refunded back to me please and be done with this situation and not let it linger. Thank you! 

  

  Business Response

  Date: 11/18/2022

  Ms. ******,During my research I have found that Ms. ********** tried to
  call you, but you never responded back to her, and Ms. ********** stated that
  you never reached out to us before filing the BBB complaint. Ms.
  ********** feels that you do not want to speak with us, again.  Therefore Ms.
  ********** has gone ahead and cancelled your reservation, refunded your
  deposit, and sent you a copy of the refund transaction receipt.  Regards,****** * *********Customer Service Specialist

  Customer Answer

  Date: 11/18/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:10/26/2022

  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.

  In May this year, we reached out to Great Eastern, letting them know we weren’t happy with the ownership and wanted to part ways. We received a response from ******* ***** in the Hospitality Department stating we could not end the contract. We responded, in July, outlining and discussing his reasoning but have yet to receive a response. We have called to find out what is going on just to be told they have no idea what we’re talking about. It has been paid in full, even after upgrading twice at the behest of their company, with more promises that it would be an excellent investment and make vacationing and travel so much easier. It’s unacceptable for customer service to reach out for an open discussion and blatantly ignore our issues. We want the account closed as soon as possible.

  

  Business Response

  Date: 10/31/2022

  I have reviewed you account
  ownership and see that we have been exchanging correspondence sine June of
  2022. The last correspondence was from ******* ***** our Director of
  Hospitality Administrations that we have sent was in August of 2022. With that
  being said if you did not receive a copy of that correspondence, we will be
  glad to provide you with a copy. Should you like a copy please call Owners
  Administration at ************ ****** * and someone can email you a copy.You mention having difficulty utilizing your ownership
  and we have resources dedicated to assist owners to get the most out of their
  ownership with us. If you would like to speak to someone to gain a better
  understanding of your RCI membership, please contact our on-site RCI
  representative, ***** ******, at ************. Please know that you may be able
  to rent out your owner week by contacting ********* ** ************. If you
  have additional questions regarding how best to utilize your ownership, please
  feel free to contact our New Owners Vacation Advisors at **********************************.As stated previously in our correspondence with you, the
  Resort does not have a re-sale, deed-back, or a buy-back program to assist you.
  If you continue to feel this ownership will no longer work for you, you are
  welcome to find a third party to purchase your timeshare from you once your
  account is paid in full. We suggest exploring the resources found on the
  American Resort Developers Association – Resort Owners’ Coalition (ARDA ROC)
  website, ***************************************************************.  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. Again, we are sorry you are unhappy with your ownership
  at this time and would like to help in any way we can to make your ownership
  experience a better one. Regards,****** * *********Customer Service Specialist

• Initial Complaint

  Date:10/26/2022

  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 looking for a fair way to end our contract with Massanutten Resorts. We have been owners since **** and have remained current up until this year. While the contract is most likely legally binding, since it basically copies and pastes the Virginia Real Estate-Timeshare Act, the sales practices used to convince us to purchase are likely illegal and definitely amoral. The sales representatives made promises that were outright contradicted in the contract that we ended up signing. Some of those promises were - a set annual maintenance fee, a return on investment based upon deeded property, ease of transfer with an RCI membership (no mention that it required a membership and a $250.00 transfer fee), the ability to pay the set annual maintenance fee early (we paid early several times just to be charged a late fee, because unbeknownst to us the maintenance fee had been increased), and at every stay, where we traded our stay, being inconvenienced by additional high pressure sales pitches. We have been told that there is no buy-back program and to use ARDA-ROC to help us sell our resort. We looked into this and we should not be the ones assuming risk in selling our timeshare. We say this is risky as evidenced on both the Massanutten Owners website and ARDA ROC website there are numerous warnings about the risks of unscrupulous companies offering to sell timeshares. We also hold moral principles that wouldn't allow us to knowingly entrap another person in these burdensome timeshare contracts. Therefore, we are not looking for a buy-back program, we are looking for an exception. We can't understand why any business that wants to maintain a positive image would want unhappy customers. We initially were seeking to have everything that we had paid toward Massanutten returned to us. We now just want to end our contract, be forgiven our past due maintenance fee and simply complete a deed back.

  

  Business Response

  Date: 10/27/2022

  Mr. ********,I have taken the time to
  research your account and I see that you purchased your property in November of
  ****. I also see where we exchanged correspondence on April 06, 2022, with
  regard to termination of your contract. I had advised you that we do not have a
  deed-back or buy-back program and suggested that you explore the resources
  found on ******** ****** ********** ************ ****** ******* ********* to
  assist you in advertising and selling your property. There are only three ways
  in which we take back property and they are 1, you use your right of recission
  that is 7 days from the date of purchase, 2, you trade for another property and
  3 we have to foreclose due to nonpayment of either mortgage or maintenance
  fees.While we sympathize with you there is no person,
  department or program that can assist you in canceling your contract. As long
  as the deed is in your name you are responsible. In order for you to no longer
  be responsible the deed would have to be transferred into someone else’s name.
  Again I will suggest that you explore the resources found on the ******** ****** ********** *********** * ****** ******* Coalition (ARDA ROC) website, **************************************************************** We have processed many of these transfers and know
  that this program works. If you choose not to work with ARDA there are other
  avenues to help assist you in selling your timeshare such as social media,
  newspaper, friends, and family as well as other sources that can be found on
  the world wide web. 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. If it would be more palatable for your finances to set up
  a monthly payment of your annual maintenance fees, please call ******** Financial
  Services at ************ and someone will be glad to assist you. Regards,****** * *********Customer Service Specialist

  Customer Answer

  Date: 10/28/2022

  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.
  There are more than three ways to end this contract and this business is choosing to ignore one of them. The business lists 3 options to terminate this contract, the third being foreclosure (which at this point I am willing to do). The forth option is a deed in lieu of foreclosure, commonly referred to as a deed back. This forth option saves both the business and the unhappy customer time and money. If the business has not already put a lien on this deeded property I would also ask that this step be taken so the foreclosure process can be expedited. When a customer willingly asks for foreclosure to end a contract - something is obviously wrong with that business. I understand it may be legal - it is definitely amoral.
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:10/23/2022

  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 purchased a timeshare on **** ** ****, with Massanutten Resorts, and we upgraded it on ******** *** ****. During our entire ownership, I think we have used the timeshare about 12 times. We were offered a 3-night stay in Massanutten, Virginia, and a future 3-day cruise for $99 if we would attend a 45-minute presentation of the Massanutten Resort. We were told that Trading Power would allow vacation trade virtually anywhere and any time, second to Disney World only. As we went through the presentation, the salesman would lower the price. He stressed that this was deeded property but said nothing about perpetually escalating maintenance fees that would never go away. We were also told that if we needed to see the property at a later date, it would not be a problem. The resort is declining, and the unit on our last visit to Shenandoah Valley had a hole in the floor and mice droppings in the kitchen cabinet. It was embarrassing. To think about the amount of money we have paid for the timeshare is ridiculous. Where do the maintenance fees go? The timeshare is paid for, and the maintenance fees are current. We want this timeshare closed, and we want our money back.

  

  Business Response

  Date: 10/31/2022

  I have taken reviewed your property ownership and
  see that the last time you stayed was February 23, 2020, thru February 27,
  2020. Since your stay The Summit has been totally renovated. This project was
  completed in the first quarter of 2022. Covid slowed our renovations down as we
  were not able to get the materials needed. Your maintenance fees have been held
  in reserve until the point that we were able to renovate the entire Summit association.As stated in our email dated September 06, 2022,
  we do not have a re-sale, deed-back, or buy-back program to assist you. Within
  that correspondence we had made suggestions to help assist you in the sale of
  your property. Again, we are sorry you are still unhappy with your The
  Summit at Massanutten timeshare ownership, but we will not cancel the contract
  you have entered. We again urge you to honor the terms of your contract and
  your timeshare ownership obligations.  Regards,****** * *********Customer Service Specialist

• Initial Complaint

  Date:10/12/2022

  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 writing to explain the reasons why we need to move forward with the cancellation of our membership with this company. Our sales representative, ******** *******, directed our purchase at Massanutten Village Resort for a total of $19,573.20. Since the initial purchase, our maintenance fees have increased exponentially with no return for the investment. At the time of our initial visit, maintenance fee increases were never discussed. When we initially agreed to a 90-minute presentation, imagine our surprise to spend an entire day being pressured to make some sort of purchase. During the presentation, we were assured that by signing up on this specific week—and this week only—increased benefits would be available to us. Including attractive destinations outside the USA that we could trade up to. This explanation was not true. None of these things transpired. In fact, in order to score a vacation in Aruba, for example, we would have had to book nearly 2 years in advance. We also were unable to book an off-season value vacation. Our sales rep did not review or give us time to review the contract before we signed it.
  Since the signing of this contract, our finances have drastically changed. We are not able to keep up with the payments as we could when this contract was signed. We have to date been completely ignored by this company and have not been offered any real assistance. We were not set up properly for this purchase so this company needs to do the right thing and allow us out of this contract.

  

  Business Response

  Date: 10/14/2022

  I am sorry to hear that you are unhappy with your purchase
  made in December of 2000. You signed and initialed an Acknowledgement of Representations
  that Great Eastern Resort Corporation does not have a deed-back, buy-back, or re-sale
  program. This document also states and that the maintenance fees previously known
  as Common Expense Charge is subject to change. This document also explains that
  RCI is an independent company offering exchange services and that they are no
  related to Great Eastern Resort Corporation. I suggest that you speak to ***** ****** our on-site RCI representative at ************ to gain a better
  understanding of their programs. This document also stated that you have the
  right to sell or transfer all rights of ownership at any time. Within my research I see where ******* ***** our Director of
  Hospitality Administration has written you several letters in regard to your
  request to terminate your contract. These letters are dated September 30, 2021,
  November 04, 2021, and June 09, 2022, each of these letters inform you that we
  will not cancel your contract and he offered you suggestions to explore for
  ways to sell your property. We will be more than happy to supply you copies of
  said letters for your review and files. In order to obtain them please call
  Owners Administration at ************ option 1 and we will email you all
  correspondence. I stand behind the fact that we do not have a program to help alleviate
  you from ownership. I will refer you back to the letters that ******* ***** has
  sent and suggest that you explore the options that was presented within those
  correspondence.  Regards,****** * *********Customer Service Specialist

• Initial Complaint

  Date:10/10/2022

  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 ready to move on from the always rising fees, the high-pressure sales tactics, and the lies that this company spreads to get more money from unsuspecting people. Our issues with Great Eastern started when we were offered a gift card and a free meal if we completed a short presentation. The pressure started here when they asked us to put down a small amount of money to get the offer. We attended the presentation which lasted over 3 hrs. and they showed us all around the resort and went over the “planned upgrades”.
  We were told that the dues have not gone up in X number of years giving off the impression that the fees would not increase. I know now this is one of the misleading tactics that the salesperson used because our fees have gone up every single year! Now, these are just some of the issues that we have encountered. There also is the less than desirable visits we taken with this resort. To start, every single time we go we are immediately met by yet another high-pressure salesman as soon as we check in. Then the lack of upkeep of the property is ridiculous. On our last stay in 2019, the landscaping was horrible, our dishwasher was broken, and the patio door latch was broken causing my husband to be locked out. Where does our “maintenance fee” money go? Because it certainly does not go to the upkeep of the property.
  The maintenance fees are getting harder and harder to pay since we are retired. The fixed income we are now on makes it harder to come up with the fees for company charges. Not to mention the pandemic and the hoops you have to jump through and travel restrictions make traveling a nightmare. We have made multiple attempts to receive assistance from this company directly. Our concerns have either been waived away or completely ignored. We need someone to reach out to us and let us know our options for giving this back to your company.

  

  Business Response

  Date: 10/14/2022

  *** * **** *****I have completed some research and it seems that you have been an
  owner since 9/15/2010. During this time, you have owned two separate
  properties. I see where you should have received several letters from our Director
  of Hospitality Administration ******* ***** stating that we cannot cancel your
  contract as we do not have a program to assist. At the time of sale, you
  initialed and signed the Acknowledgement of Representations which outlined that
  we do not have a re-sale, deed-back, or buy-back program. If you would like a
  copy of the acknowledgement as well as the letters dated July 06, 2022, August
  03, 2022, and September 28, 2022, please call the Owners Association at ************ option 1 and someone will be happy to email those to you for your review and
  files. Should you need to be placed on a payment plan for your maintenance fees
  we will be more than happy to assist you in setting that up by calling Owners
  Administration at the above-mentioned number. We have also recommended avenues
  that you may travel in order to sell your property. We urge you to honor
  the terms of your contract and your timeshare ownership obligations.I would like to again apologize for the condition of your
  unit during your stay. Please know that anytime you have an issue while you are
  here that you can reach out to maintenance, and someone will be happy to come
  out and remedy the issue. With regard to your maintenance fees and where they
  go, we use those to make minor improvements to the property all along saving
  your monies to go towards a larger project of remodeling all of the association
  of Regal Vistas. I am happy to tell you that Regal Vista’s is to start
  renovation in late summer of 2022. The highlights include family friendly
  seating and living spaces, updated lighting, and flooring in all units as well
  as property unique touches. Due to the size of this project completion is
  expected by year 2027. As this project for renovation is large, I ask for your
  patience and understanding. When we start the renovation project it involves
  many different departments as well as suppliers. Again, we are sorry you are unhappy with your ownership
  at this time, and I hope you find this information helpful. Regards,****** * *********Customer Service Specialist

  Customer Answer

  Date: 10/14/2022

  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.
  
  
  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:09/29/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel my contract with Great Estern Resorts for the past 2 years. I feel as
  though they haven’t been willing to work with me regarding getting back to me on cancelling my
  contract. I have owned with this company since December of 2015. I thought it was going to be
  a good investment, and since I am a veteran, they kept telling me at the time of purchase, this
  would be “the best deal I’ll ever receive since I am a vet.” Well, they actually haggled the price. I
  havent even been able to use the timeshare at all since I purchased it almost 7 years ago.
  Now, it has turned into such a financial burden to carry. I have other bills this money could be
  going to. This company has not been willing to help me in any way shape or form. Please give
  me some assistance on this.
  ******* *****

  

  Business Response

  Date: 10/10/2022

  Ms. *****,I have taken the time to research your account and have found
  correspondence that has been sent to you via email and or written since
  01/19/2021. As we have stated prior, we do not have a re-sale, deed-back or
  buy-back program to assist you. While we
  sympathize with you there is no person, department or program that can assist
  you in canceling your contract. As long as the deed is in your name you are
  responsible. In order for you to no longer be responsible the deed would have
  to be transferred into someone else’s name once your account is paid in full. Again,
  we suggest exploring the resources found on the ******** ****** ********** *********** – Resort Owners’ Coalition (**** ROC) website, **************************************************************** We have processed many of these transfers and know
  that this program works. If you choose not to work with **** there are other
  avenues to help assist you in selling your timeshare such as social media,
  newspaper, friends, and family as well as other sources that can be found on
  the world wide web. 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. If it would be more palatable for your finances to set up
  a monthly payment of your past due annual maintenance fees in the amount of
  $2,799.17, please call In House Collections at ************ and someone will be
  glad to assist you. Again, we are sorry you are unhappy with your ownership
  at this time and would like to help in any way we can to make your ownership
  experience a better one. Regards,****** * *********Customer Service Specialist

• Initial Complaint

  Date:09/28/2022

  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.

  When I purchased this timeshare I was not aware of the problems with it. Now I do not find Massanutten to be customer friendly. I was not able to safely vacation with my family there, but thought the problems would be addressed, not brushed off. Because of this, I can no longer travel to this resort with my family. I do not believe finding a third party to buy my timeshare from me should be the solution that ******* ***** requires.
  
  I believe the developer should be responsible for reasonably honoring requests, from an upset customer. The customer service aspect is very poor and gives me a great deal of concern. I expressed to ******* ***** (the Director of Hospitality Administration) my concerns. I want them to take my unit back and resell it to a customer who will and can use it. I cannot travel as much as I used to, especially to this resort.
  
  The property is paid in full and I feel they should have no problem reselling it, especially if it’s as great as they say it is. I am very firm in my decision to end this contract, and I hope your reply moves us closer to resolving this matter in a timely fashion. It has been very disappointing to continue going in circles with a resort that should value the customer needs and wants of owners.

  

  Business Response

  Date: 09/28/2022

  Ms. *********,I have reviewed your previous
  correspondence staring in December of 2019. I have also reviewed the response
  that you received from ******* ***** our Director of Hospitality Administration,
  Mr. ***** has offered you the recommendation of a reputable company that can advertise
  and re-sale your property for you. As stated in the many correspondences that you
  have received, we do not have a re-sale, deed-back, or buy-back program to assist
  you. I am truly sorry that you are know wanting to terminate your ownership as
  I see you have owned three different properties and have been an owner here
  since March of 2010. There is only three ways we take a property back and they
  are if you take advantage of the seven-day recession period from the date of
  purchase, if you trade the property for another property as you have twice
  before and the last is in the event of foreclosure do to non-payment of the
  mortgage or maintenance fees.Please know that we take
  pride in our resort security procedures as we have them patrolling the properties
  many times a day. We are genuinely concerned about our owner’s safety and know
  that should you ever have an issue while here you can call them anytime as they
  are open 24 hours a day seven days a week.Understand, that as long as the deed is in your
  name you are responsible. In order for you to no longer be responsible the deed
  would have to be transferred into someone else’s name. Again, we suggest exploring
  the resources found on the ******** ****** ********** *********** * ****** ******* ********* ***** **** ******** **************************************************************** We have processed many of these transfers and know
  that this program works. If you choose not to work with **** there are other
  avenues to help assist you in selling your timeshare such as social media,
  newspaper, friends, and family as well as other sources that can be found on
  the world wide web. 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, ****** * *********Customer Service Specialist

• Initial Complaint

  Date:09/12/2022

  Type:Order 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.

  Attn: Great Eastern Resort
  
  
  
  Contract# *****  
  
  
  
  To whom it may concern,
  
  
  
  We have been contacting your company in hopes that you could help us get out of our timeshare for almost a year. We purchased this timeshare in 1997 and paid off the mortgage of $7500 within a year of owning. So this timeshare has been paid off for 24 years. We have kept our maintenance fees current and have never missed a payment with you. I am now 74 and continuing to pay yearly fees and keep up with everything else becomes more and more difficult every day.
  
  
  
  In 2004 ***** and I split, leaving this timeshare property up in the air. I continued to use this property until I came across units with no AC and terrible water pressure. Iit seems our maintenance fees were being pocketed. On multiple occasions, I was forced out of my room due to the poor upkeep and left for clean hotels that I had to pay out of pocket for.
  
  
  
  If there is anything you could do for us in letting us out of this contract, please let us know what we need to do.
  
  
  
  Sincerely,
  
  
  
  **** ******* and ***** ********** **** ********** ****** **** **** ******* ** ****** *************************

  

  Business Response

  Date: 09/13/2022

  Mr. *******,I am truly sorry that you want to terminate your
  contract. I have taken the time to research your account and can find no
  documentary evidence that Great Eastern failed to provide you with the
  time-share you contracted for, purchased, and financed. As stated in our
  previous correspondence dated October 21, 2022, we do not have a re-sale,
  deed-back or buy-back program to assist you if you are unhappy with your property,
  you have the right to sale it. We have given you suggestions, I urge you to
  investigate those avenues. The maintenance fee that you pay annually are held
  in an account until we schedule complete renovations. In the interim we use those
  funds to remedy any issues that may occur prior to the complete renovation. As
  this project for renovation is large, I ask for your patience and
  understanding. When we start the renovation project it involves many different
  departments as well as suppliers. Please keep in mind we must work around
  occupants as well.  Please know that we
  have started a complete renovation of all Eagle Trace units and the completion date
  is expected by year 2027. Great Eastern’s policies, procedures, and
  documentation for time-share sales remain consistent for all time-share sales
  and we urge you to honor the terms of your contract and your timeshare
  ownership obligations. We have thousands of owners that enjoy wonderful
  vacations annually and we hope that you choose to become owners in good
  standing.Regards,****** * *********Customer Service Specialist

• Initial Complaint

  Date:09/12/2022

  Type:Order 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 currently have a timeshare with Great Eastern that I am desperately trying to get out of. I have done everything I can to get out of this on my own but it feels like I'm trapped. My husband passed away this year and I cannot maintain this ownership any longer. He was the one who really pushed for us to have this timeshare. I have not seen any benefit to this ownership like my husband thought, and I can't keep paying for something I'm unable to use. I presented this information to Great Eastern and was told there was nothing I could do other than keep trying to sell it on my own. I very much wish the process of getting this timeshare sold would be an easy one, but it's not. I fear that I will be stuck with this and eventually will be unable to make any payments. I find it hard to believe that there is nothing the resort can do in my situation considering the circumstances.

  

  Business Response

  Date: 09/12/2022

  Ms. ******Please accept our condolences on the death of
  your husband. I have researched your account and see where we had communicated
  with you on 08/01/2022 via email letting you know that we do not have a re-sale,
  deed-back, or buy-back program. Please know that if we had a program to assist
  you in taking back this property, we would extend it to you. With that being
  said we do not have such a program. As long as the deed is in your name
  you are responsible. In order for you to no longer be responsible the deed
  would have to be transferred into someone else’s name. Again, we suggest exploring
  the resources found on the ******** ****** ********** *********** * ****** ******* ********* ***** **** website, ***************************************************************. We have processed many of these transfers and know
  that this program works. If you choose not to work with **** there are other
  avenues to help assist you in selling your timeshare such as social media,
  newspaper, friends, and family as well as other sources that can be found on
  the world wide web. 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.Again, we are sorry you are unhappy with your ownership
  at this time, and I hope you find this information helpful. Regards,****** * *********Customer Service Specialist

  Customer Answer

  Date: 09/13/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I can no longer afford this timeshare.  My husband died on April 6 of this year.  He was the one who wanted timeshare, I have no possible way to keep or afford it.  I can no longer travel distances by myself.  This is a hardship and a huge burden for me. I wish to cancel everything to do with timeshare. ****** *****