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:09/08/2022

  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.

  For future reference, do not make any purchases from Great Eastern Resorts. Their lack of communication and willingness to help is appalling. We have paid them every cent we owe them and are now wanting out of our contractual obligations, but they state they have no deedback program. They now want us to spend more money to try and sell the timeshare, or put this foolishness on someone else. Either way, we also have to pay more fees to get the deed recorded in someone else's name. If we can just transfer the deed, why not transfer it back to them? If we can just resell it, why can’t they buy it back from us? They are purposely doing this because they swindled us into a contract full of obligations that only benefited them. We were promised luxurious convenient vacations, but in turn, received mounds of maintenance fees every year. This was supposed to be a cheaper way to travel, but it is most definitely not. We wouldn’t wish “ownership” with Great Eastern on anyone. Heed our advice and do not purchase from this dreadful company.
  
  ***** ** 

  Customer Answer

  Date: 09/13/2022

  This purchase was 10-15 years ago.

  

  Business Response

  Date: 09/13/2022

  Mr,
  *******,I see where you have been an owner here since 2014, within that
  timeframe you have owned 4 different properties, with your most recent purchase
  in October of 2017. I am truly sorry that you now wish to discontinue your ownership. Unfortunately, we do not have a re-sale, deed-back, or buy-back program to
  assist you as you have stated. The only way we take back property is if it is involved
  in a trade or in the event of foreclosure. 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 have processed many transfers and know that this
  program works. If you choose not to use **** there are additional avenues that
  you can use to sell your property such as using social media, as well as newspaper
  adds. 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.Again, we are sorry you are unhappy with your ownership
  at this time, and I hope you find this information helpfulRegards,****** * *********Customer Service Specialist

• Initial Complaint

  Date:09/01/2022

  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.

  My husband and I were offered a free 2 night stay at Massanutten with an obligation to a 2 hour tour with a free meal and gifts (I think we received a $100 VISA card and some other items). We had to use the VISA card at Massanutten. The tour was at least four hours if not longer. Most of the additional time was at the sales “pressure room”. Each time we said “no” to an offer, someone else came to the table with a better offer. Eventually, we said yes. I think it was with at least four sales reps. We said “yes” because it would provide our family with an “affordable vacation with great space”. In addition, we could cook meals in a full kitchen with a possibility of a grill; and the location had a plethora of activities. They told us that we had to use RCI to book our stays. Therefore, we had another financial commitment. With the RCI membership, they told us that we had access to timeshares across the world and discounted flight, hotel and cruise rates. They did not tell us the maintenance fees at Massanutten and RCI fees would increase. They showed us a large luxury unit. However, we learned that not all of the units were that large. We were not told how to book earlier enough to obtain a unit in the same location we were shown. The increasing maintenance fees are an issue. ****** is retired on a fixed income and I am approaching retirement. We have to ensure we do not add cost every year. I have osteoarthritis in both knees. I have to limit a lot of walking as well as limit stairs. So, I am at risk of falls. We explained all of this to the timeshare and they continue to disregards or help us get out of our timeshare. The last letter we received was very disheartening because they were trying to be sympathetic about my health but wouldn’t help me get out of my timeshare. Their communication is disrespectful especially for someone who’s mortgage is paid off. We would like your assistance in getting us out of our timeshare and getting some money back

  

  Business Response

  Date: 09/02/2022

  I have reviewed your account and see that we have
  offered you our correspondence dated June 08, 2022, a resource to help assist
  you in the sales of your property. The company that we had recommended to you
  is a very reputable company and we have processed many transfers from them. I
  will also provide you with their information which is American Resort
  Developers Association – Resort Owners’ Coalition (ARDA ROC) website, https://www.arda.org/advertising-and-resale-providers-directory.
  While we have empathy for your current situation, we do not have a program to
  alleviate you from your ownership. 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. You have signed and initialed an Acknowledgement of Representations
  that refute the objections that you have mentioned in your statement. Item number
  4 and number 10 states that RCI is a separate company and that their fees and
  well as our maintenance fees are subject to change. If you have questions on
  how best to utilize RCI please call ***** ****** at ************ and she will
  be able to assist you.Again, we do have empathy for your situation, but we do not
  have a program to take back your property.Regards,****** * *********Customer Service Specialist

• Initial Complaint

  Date:08/31/2022

  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 am writing to you concerning the timeshare that I own with Massanutten Resorts. I have been in communication with this company for some time now with trying to exit the timeshare due to medical issues but the company ignores and dismiss my issues. I am a cancer patient that is entering into the first phase of treatment. I cannot deal with the emotional or physical stress that the timeshare brings. I know that my health journey is going to be a long one and I do not want to deal with the burden of a timeshare through this process. My health is my main concern and I cannot deal with anything other then my health. I have expressed this issue to the timeshare but they do not show any empathy at all. It saddens me that I invested money into a company who could care less about their customers health. In their last response they didn’t even acknowledge my health issue nor did they even mention it in their response. This is very frustrating because I have been personable with my situation and have expressed this and they continue to dismiss me. This feels like a slap in the face and I deserve better. I’m hoping that withmy medical issue you could assist with helping me get out of the timeshare since Massanutten isn’t offering any help. Thank you for your time.
  
  Sincerely,
  ******* and **** ************

  

  Business Response

  Date: 09/02/2022

  Mr. ************,I have reviewed your account and have found that ******* ***** our Director of Hospitality has written you five times since May 01,
  2020. Please know that we have empathy for your current medical situation but
  as ******* ahs explained we do not have a program to assist you in terminating
  your property ownership. 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. I will suggest as ******* has in
  the past for you to explore 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. As a pre-caution we suggest that 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.I also see where we have offered to assist you with
  payment plans on your past due maintenance fees and you have not taken
  advantage of this offering. As stated above I have reviewed your file in depth
  and cannot find any evidence that Great Eastern Resort has failed to provide you
  with the time-share you contracted for, purchased, and financed. 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.I am truly sorry that you are unhappy with your ownership,
  and I sincerely hope that your medical situation improves in the coming months
  and years. Kind Regards, ****** * *********Customer Service Specialist

  Customer Answer

  Date: 09/10/2022

  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 have received Massnautten response and cannot believe that
  they continue to say the same exact thing. It’s sickening that this company
  doesn’t provide assistance or programs for owners who cannot keep the
  timeshare. This is totally unfair to my wife and me, especially for me to have
  medical issues. This company is solely refusing to assist us with getting out
  of our timeshare and putting it on us to sell or transfer it to someone else.
  This doesn’t make any sense especially since we bought the timeshare from them.
  **** isn’t as very effective as you claim it to be clearly since we still have
  this timeshare. Please save the empathy because their actions do not match at
  all. If they had empathy for us they would put the effort into helping us be
  released from this. Instead, they are making it our responsibility to get rid
  of it when they know it’s almost impossible to sell a timeshare because no one
  wants it. The timeshare has continued to deny us over and over again and we are
  sick of it. ******* ***** and this company show that they could care less about
  my medical issues. All they want is the money and for us to keep this
  nonexistent timeshare. The stress that this has caused is affecting my health
  and I cannot let that happen. I’m already dealing with a lot due to me having
  cancer. The timeshare clearly shows that they will continue to throw the rock
  and hide their hand when they know they are tricking people. As I’ve stated
  time and time again we don’t want this timeshare and we do not plan to use this
  timeshare. We bought the timeshare from Massanutten Resorts so they should help
  us get out of the timeshare. We thank you for assisting us with this
  issue. 
  Regards,
  
  ******* ************

• Initial Complaint

  Date:08/26/2022

  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.

  We purchased the timeshare on June 24, 2015. I have had a heart attack, and my doctor doesn't want me to travel, not to mention that I have no desire to travel. I understand that it is normal when you have had a serious health problem. Our timeshare is PAID FOR. We do not owe anything on the loan. All we want is a cancellation based on the account being paid for and because of my medical condition. Salesman *** ***** told us we HAD to upgrade because our unit (Eagle Trace) was going to be torn down so they could build new units in the area. We went to Massanutten Mountain Resort in 2017, and nothing changed. No demolition had started on Eagle Trace. We saw 4 salesmen and were pressured into doing the upgrade, which cost us another $12,000. We were not given any time to read the contract because of the pressure from the salesmen. Massanutten has not given us fair consideration in this matter.

  

  Business Response

  Date: 08/31/2022

  Mr. *****,I have taken the time to review
  your purchase and see that we have written you four times since October 2021
  giving you information and options to sell your property. Within the previous correspondence
  we also notified you that we do not have a deed-back, buy-back or re-sale
  program to assist you in this. Please know that we have empathy for your health,
  but we do not have a program that can alleviate you from your obligation.
  Please take our suggestions that we have offered and explore the sales of your
  property. As with any deeded property, 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.  Should you like a copy of the previous four
  letters for your review and files please contact Owners Administration at
  ************ ****** **Regards,****** *********Customer Service Specialist

  Customer Answer

  Date: 08/31/2022

  I have reviewed the response made by the business in reference to complaint ID 17779314, 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:08/17/2022

  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 sent a letter to Massanutten on 8/5/22 and I sent it certified and the letter keeps saying that it's in Virginia. I called the post office to see what is going on with my letter and they said that it was in Virginia on 8/6/22 and no one picked it up. I don't want to keep resending my letter and spending more money on it so I am coming here and I am going to attach my letter to this complaint so you guys can send it to Massanutten. I am in desperate need to get out of my timeshare due to all the lies and manipulation. Please please please help me!

  

  Business Response

  Date: 08/22/2022

  Mr. *****,With reviewing your file, I
  see where you owned a Woodstone unit here at Massanutten and traded it for a
  Regal Vistas unit in October of 2017. I do see that you also own a property
  that was purchases in September of 2020 with Presidential Resort Owners
  Association. This is our sister company and we do not manage them here at Massanutten.
  I do however see that you have past due fees in the amount of $352.15 in
  relation to their account. Please call them at 540-972-7433 and someone will be
  happy to assist you. Regarding your Regal Vistas property,
  you do not have a balance owed for your annual maintenance fees. I also see
  that you own points which is managed through RCI a company that is not related
  to Massanutten which allows you to vacation at other destinations. With this
  being said I will suggest that you reach out to ***** ****** at ************ to
  gain a better understanding of how their program works. With regard to the termination of your contract,
  unfortunately, we do not have a deed-back, buy-back or re-sale program to
  assist you. 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 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 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 hope to keep all of our owners happy and using the
  products they have purchased so if we can be of further assistance, please let me
  know. Regards,

• Initial Complaint

  Date:08/17/2022

  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.

  **** ******
  Contract # ***** To whom it may concern,
  To Whom it may concern,
  I have attempted to reach out to the President of Great Eastern Resorts and Massnutten as well as been in communication with ******* *****, who is supposed to be the head of the Customer service. Mr. ***** refuses to investigate the salesman who sold me this property. They made many false allegations and promises about the usage and cost of this timeshare, and now I have to pay for this. Great Eastern Resorts claims to have their member’s best interest at heart, but after many failed attempts to contact Great Eastern Resorts, I find this untrue.
  All I am seeking is to have my name removed from this contract. I am putting myself further into debt but continue to stay tied to this ownership. I simply cannot afford to lose any more money. I will not sell this property; I will leave it up to Great Easter to do so because I cannot bare to put someone else in the situation that I have put myself in. I make no wish what Great Eastern Resorts has put me through on anyone. I have paid my mortgage in total and only own my yearly fees now. I understand that if I default on these payments for two years, your company will take the property back from me, but I do not want it to get to that level, and I am seeking assistance from you to help me cancel this contract. I am stressed out from this and hope that you will be able to look deeper into this matter.
  Dana ******

  

  Business Response

  Date: 08/31/2022

  Ms. ******,I have reviewed your ownership
  and cannot find any evidence of wrongdoing on the part of Massanutten or any of
  our employees. You purchased your property in October of 2007 at which time you
  signed an Acknowledgement of Representations that clearly states you have the
  right to sell your property. As stated previously we do not have a re-sale,
  deed=back or buy-back program to assist you. ******* ***** our Director of
  Hospitality has responded to your correspondence on September 16, 2021, offering
  the suggestion of contacting American Resort Developers Association – Resort Owners’
  Coalition (ARDA ROC). This is a reputable company that we process many transfers
  from. I again suggest you reach out to them at *************************************************************** Regards,****** * *********Customer Service Specialist

• Initial Complaint

  Date:08/16/2022

  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.

  Lies lies lies.
  This company sold me a timeshare based off of lies. I had many salesmen around me saying so much, apparently anything that would get a sale. the first lie I realized was when they said the timeshare was already paid for for that year. Within a couple months I received a bill for that years maintenance fees. I was not happy. What was arguably worse, when I called them to complain, they basically said oh well. Also, they said if we cannot use a week for that time period, we can rent it out. They said it was “so easy” and it’s “always rented, right away”. The one manager went on saying how he has several timeshares with the resort and rents it out every year making soo much money. I was fed up with Massanutten fairly fast. Unfortunately I have had the timeshare for a couple of years and life happened, I was not able to use the weeks. They two weeks stayed listed being unable to rent for MONTHS and I lost my investment. Now I have another set of two weeks and may be unable to use them. I tried to call Massanutten to cancel the timeshare and again, they basically said “oh well.” Everything was based on a lie to get a $9k sale. Yes, they scammed me of $9,000, not including maintenance fees. When I tried to back out, they got upset and pressured me to get the sale. For all of these reasons and many more, I do not want this company to get another penny from me. Stay away.

  

  Business Response

  Date: 08/18/2022

  Mr. ****,I have taken the time to review your file and I
  cannot see where we have misled you in any way. The Buyer’s Acknowledgment
  form that 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.You may be able to rent out your owner week by first
  calling reservations and then you can contact ********* at ************.
  ********* will the advertise your unit for rent. If you would like to speak to
  someone to gain a better understanding of an RCI membership, please contact our
  on-site RCI representative, ***** ******, at ************. To gain a better understanding
  of how best to utilize your ownership, please feel free to contact our New
  Owners Vacation Advisors at ***********************************Please understand that we do not have a re-sale,
  deed-back or buy-back program to assist you. 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 American Resort Developers Association – Resort Owners’ Coalition (ARDA
  ROC) website, **************************************************************. We also caution you not to pay anyone a large
  amount of money in advance if they promise they have a buyer lined up for your
  timeshare, as we have seen a rise in the number of scams of this nature.We hope to keep all of our owners happy and using the
  products they have purchased so if we can be of further assistance, please let me
  know.Regards,****** * *********Customer Service Specialist

• Initial Complaint

  Date:08/15/2022

  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.

  Great eastern first stated that if we can not afford the timeshare their loan department would take it over. Now a letter from ******* ***** says they have denied terminating the account. They keep telling us they are going to do something and then out of nowhere this ****** person denies everything! The only way we can get answers is by phone. In each written correspondence they go bacon what they stated.
  
  I want them to give us a reasonable explanation as to why they are now choosing to not go through with taking the account back. They have consistently given us false hope and this ******* person is of the worst help!

  

  Business Response

  Date: 08/18/2022

  Ms. ****,I have reviewed your
  ownership and see that you purchased your property in August of 2021. I cannot
  see where we have misled you in any way. The Buyer’s Acknowledgment form
  that 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.With regard to cancelling
  your contract, the Virginia Time-share Act clearly states that you have a
  seven-day right of rescission from the date of purchase. With that being said you
  are beyond this recission period. We do not have a re-sale, buy-back, or
  deed-back program to assist you. Should you feel that you no longer wish to own
  the property you have the right to sell. ******* ***** our Director of Hospitality
  Administrator has replied to several of your letters suggesting ways to assist
  you in the sale once your account is paid in full. If you would like to speak to
  someone in relation to your mortgage, please call Great Eastern Resort
  Corporation at ************.I hope that you take
  advantage of the resources that we have provided you. If you want copies of any
  of your documents, please request those and we will provide you with them.Regards,****** * *********     Customer Service Specialist

  Customer Answer

  Date: 08/23/2022

  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'm very confused by this message as it didn't address my complaint at all… You stated you don't see where we were misled yet I am speaking of how I was told the timeshare would be taken back if we choose to no longer want any benefit from it. ******* ***** now has stated that there is no way to do this. Why were we told it would be possible if it were a lie? This I guess is where the misrepresentation happened. Now we are trapped in this because they lied to us. We will not be taking responsibility of this! If we would have known this was a lifelong commitment it would have NEVER happened.
  Regards,
  
  ***** **** ****

  

  Business Response

  Date: 09/02/2022

  Mr. & Mrs. ****,I apologize that you feel that you were mislead by a member
  of our sales team. I have investigated this allegation and cannot find any
  evidence of the misrepresentation that you have mentioned. I see that you
  signed and initialed the Buyer’s Acknowledgement that stated within item number
  three states that I (We) understand that GERC currently offers no re-sale,
  rental or buy-back program and no salesperson is authorized to make any
  representation that such person or GERC, or any agent of GERC, can or will
  handle the resale of any Time-Share.With this being said as stated in the last correspondence
  dated July 13, 2022, by ******* ***** our Director of Hospitality I also have
  reviewed the purchase files and can find no documentary evidence that Great
  Eastern failed to provide you with the time-share you contracted for,
  purchased, and financed. 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, as we will not terminate your ownership as we do not
  have a program to assist you. Please take advantage of the recommendations that
  we have addressed in previous correspondence.Best Regards,****** * *********Customer Service Specialist

• Initial Complaint

  Date:08/15/2022

  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.

  Purchasing this timeshare is one of our biggest regrets. There are so many other things that we could have invested our money in that would have served us better use. Had we known how misled we were at the time of purchase it would have saved us a lot of heartache. We are tired of maintaining payments for something that we do not use. At this time ******* and I would like to close our account. We have never actually stayed at Massanutten. We realized quickly that it is very expensive to plan a trip there. Even as members, we are expected to pay for everything. When we signed the contract, we were led to believe that there would be some sort of benefit from our purchase, this has not been the case. We have used the RCI exchange once to go to Florida. Upon arrival we realized that non members were also staying at the resort. The sales team had given us the impression that this would be exclusive for members only. ******* and I have been “invited” to a complimentary stay many times since purchase. However, every time I try to book it says that nothing is available. At this point, they are just taking advantage of us. The use of real estate terminology during the presentation is very misleading. We thought we were investing in a tangible property, not a resort that we are unable to use. Owning the timeshare has been nothing like what we had hoped for. It makes me sick to think about how much money we wasted on this so-called investment. We made a terrible mistake when we decided to trust the Eagle Trace Owners Association. We have asked them directly several times to right this wrong and close our account. They have refused to provide us with any reasonable way out of this.

  

  Business Response

  Date: 08/15/2022

  Ms. ******* and Mr. *****,We responded to your letter on June 15, 2022, and
  explained that we do not have a re-sale, buy-back, or deed-back program to assist
  you. Should like a copy of that correspondence for your review and files please
  advise us and we will be happy to send you another copy.  We also gave you information on the American
  Resort Developers Association – Resort Owners’ Coalition (ARDA ROC) website, ***************************************************************.  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.You have signed and initialed several documents to
  confirm your acknowledgement of the disputed information.  Your executed Purchase Contract and the first
  page of the Public Offering Statement provided to you at Closing clearly
  explain the seven-day period of recession allotted by the Virginia Time-share
  Act, which you are now well beyond.  The
  Acknowledgement of Representations that you signed and initialed at closing also
  disputes the claims of misrepresentation you are referencing in your complaint,
  as you have initialed and signed this document stating that no sales
  representations, oral or written, were relied upon by you when purchasing the
  time-share, that you understood the annual maintenance assessment obligations
  with respect to the time-share, and that you had the opportunity to read and
  understand the Contract for Purchase and Sale and other relevant documents.  With an RCI membership you can vacation at other
  destinations. I recommend that you call ***** ***** at ************ to gain a
  better understanding of this program. I also recommend that you call New Owners
  Vacation Advisors at ************ to gain a better understanding of how to
  access and utilize your property.I have reviewed the purchase files and can find no
  documentary evidence that Great Eastern failed to provide you with the
  time-share you contracted for, purchased, and financed.  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.Again, we are sorry you are still unhappy with your
  Eagle Trace 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

  Customer Answer

  Date: 08/16/2022

  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 cannot accept this as a reasonable response. There was no time given to go over the contract after the sales rep gave us all the information about what we were purchasing. I find it very unlikely that you could do a proper review of what was told to us unless there was some sort of recording. This leaves the sales rep with all the power to make everything seem easy to use and cost effective, when it’s actually not. The presentation lasted a full 3 hours, and, as you can imagine, my head was spinning with information. Based on what they said, I really did believe this would be a good investment for my family. I’m sure I’m not the only one that has been swindled in this way, and something has got to change with that. It’s not right to try and hold the contract over our heads when there are many other factors to consider here. If everything that we were told was accurate from the beginning, I would not be reaching out in this manner.
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:08/12/2022

  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.

  ATTENTION:
  
  
  
  This company is a fraud, crook and swindler. DO NOT give your money to this company. Unfortunately, we already have and they are not assisting us with anything AT ALL! We have spoken to a ******* ***** multiple times and in his last letter he stated,
  
  “He will no longer be responding to any correspondence from us.”
  
  
  
  How can a company just not respond to the people that own and give money to their company?!? Is there anything you can do for us to help in getting rid of this and washing our hands of this filthy company?
  
  
  
  We were promised that we could void our contract if we were unhappy with it. We simply do not want to be tied to Great Eastern any longer as we have NEVER been able to utilize this “opportunity”. They referred us to **** but couldn’t answer any questions that we had with them. We wanted to know about the success rate of ****. What does that look like? Will they guarantee us out? If they are referring us to someone to help get us out, why can’t they just help us directly? If they are confident in the products and opportunities they provide to people, it makes no sense that they are hesitant to just take this out of our name.
  
  
  
  We also want to mention that this is the second time we have received a similar response from them that tells us to reach out to ****. We truly hope they are reading into our letters and not just sending an email script as that would be further frustrating and make us think they are not taking our complaints seriously.
  
  
  
  We do not want to continue to speak OUR TRUTH; however, we will do so until we come to a mutual decision. Our hands are tied. Please assist if you have the power to.
  
  
  
  
  
  
  
  
  
  Thank you,
  
  
  
  ******** and ****** *******

  

  Business Response

  Date: 08/12/2022

  Mr. & Mrs. *******,I have taken the time to research your ownership and
  I see that we have responded to your letters advising you that we do not have a person, department or any programs such as a re-sale, deed-back or buy-back
  program that can assist you in canceling your contract. As long as the deed is
  in your name you are responsible. As stated in our previous correspondence in
  order for you to no longer be responsible the deed would have to be transferred
  into someone else’s name. Our company has offered you many suggestions as to
  how to sell your property. We have also offered you options to make payments on your
  past due maintenance fees. Please reach out to out In House Collections at
  ************ and one of our associates will be happy to assist you.I have reviewed the purchase files and cannot find any
  evidence that Great Eastern failed to provide you with the time-share you own. Please
  explore the suggestions that we have offered you to liquidate your property.Kind Regards,****** * *********Customer Service Specialist