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:05/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are formally requesting the cancellation of our timeshare contract purchased on December 12, 2022. At that time, we were invited to a meeting under the premise of receiving a $200 gift card, which led us to believe the meeting would be brief. However, the presentation and contract signing took 2-3 hours. Despite the lengthy process and persuasive tactics, we chose to proceed with the purchase.
  
  Since acquiring the timeshare, we have not used it. We were assigned week #41, but it was presented as a floating week, allowing us to choose any week. Unfortunately, we have discovered that availability is extremely limited, making it impossible to book a suitable week, rendering the timeshare unusable for us.
  
  Additionally, our financial and personal circumstances have changed significantly. *********** now has two jobs, making travel more difficult. The hidden costs and fees associated with ***, which were not disclosed during the purchase, have added an unexpected financial burden. We were also unaware that maintenance fees would increase over time, a crucial detail that influenced our decision.
  
  Given these factors—misrepresentation of floating week availability, omission of critical financial details including escalating maintenance fees and *** costs, and significant changes in our ability to use the timeshare—we believe we were misled during the sales process. Had we been fully informed, we would not have proceeded with this purchase.
  
  Therefore, we are requesting the immediate cancellation of our timeshare contract and a full refund of any payments made. Please confirm receipt of this letter and provide written confirmation of the contract cancellation. Thank you for your prompt attention. We look forward to resolving this issue amicably and swiftly.

  

  Business Response

  Date: 05/20/2025

  Ms. ***** ******,In reviewing your account, I
  can where we have replied to your requests on four different occasions 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 of your financial obligations are met. We have many times provided you
  with the responsible exit solution offered by *** ******** ****** ********** ****************** ******* ********* ***** ***** Please note that your signed
  contract and buyer’s acknowledgement outlining the fact that we do not have a
  program to take back properties. We have also provided you
  with contact information for Great Eastern Resort Corporation that is the
  holder of your mortgage should you need additional information on your
  mortgage. Regards, Owner Engagement

  Customer Answer

  Date: 05/21/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Their response, while repetitive, continues to ignore the core issues of my complaint. Simply reiterating company policy does not excuse the lack of transparency and ethical responsibility demonstrated in this matter.At no point during the sales presentation was it clearly disclosed that the resort offers no practical or reasonable exit strategy, or that the burden of resale would fall entirely on the owner—particularly in a virtually non-existent resale market. The documentation you refer to was presented only after high-pressure sales tactics were employed, leaving little time for thorough review or genuine informed consent.Referring me repeatedly to **** **** a third-party organization with no authority or binding responsibility to resolve this issue, does not constitute a legitimate solution. It is a diversion, not a resolution.Additionally, directing me to the mortgage holder does not absolve your company from responsibility for misleading practices and lack of consumer-focused support. A contract signed under aggressive and one-sided conditions does not equal a fair or ethical agreement.I stand by my request for a full cancellation and release from this burdensome obligation. Your continued refusal to acknowledge the underlying complaint only further underscores the need for external oversight and investigation.
  
  Regards,
  
  **** ***** ******

• Initial Complaint

  Date:05/13/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against Massanutten, a timeshare company that has continuously ignored my repeated attempts to communicate with them regarding my active timeshare contract. Despite numerous efforts to resolve this matter, including both physical letters and emails sent since June, I have only received one response, which was back in July. Since then, the company has remained silent, leaving me in a highly frustrating and burdensome situation.
  
  To provide context, my family and I are relocating to the West Coast, roughly 3,000 miles away from the property associated with this timeshare contract. This move makes it virtually impossible for us to utilize the property now or in the foreseeable future. We have made repeated attempts to surrender the property back to Massanutten at no cost, given that we have never been able to use the timeshare, despite having fully paid for it.
  
  The ongoing financial obligation attached to this unused property is an unreasonable burden on my family. This is compounded by the fact that maintaining a clean credit record is critical to my military clearance and, therefore, to my career. Defaulting on payments is not an option, but the company’s ongoing lack of responsiveness has left me with no viable path forward.
  
  To resolve this, I have tried to reach out through standard channels and address my concerns directly with our resort’s president. Even this effort has been met with silence, which calls into question the company’s commitment to customer service and ethical business practices.
  
  I am reaching out to the Better Business Bureau in the hopes that you will be able to assist in this issue. My request is simple and reasonable: I am asking to be released from a timeshare contract that no longer serves my family’s needs and has become a financial and emotional strain. All communication avenues with the company have been exhausted on my end, and I hope your intervention can bring this matter to a resolution.

  

  Business Response

  Date: 05/20/2025

  Mr. *******,In reviewing your account, I
  can 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. We have many times provided you with
  the responsible exit solution offered by The ******** ****** ********** ****************** ******* ********* ***** ****. We have also responded to the
  Office of the Attorney General as you have contacted them as well. Please note
  that your signed contract and buyer’s acknowledgement outlined the fact that we
  do not have a program to take back properties.Regards,Owner Engagement

  Customer Answer

  Date: 05/23/2025

  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.
  Better Business Bureau,Thank you for forwarding the response from Massanutten regarding my recent complaint. I appreciate your efforts in facilitating communication on this issue. However, I must formally state that the company's reply does not address or resolve the concerns detailed in my original complaint.The response from Massanutten, which suggests selling the timeshare on my own as the only possible course of action, fails to provide a viable or reasonable solution. This recommendation disregards the core issue I raised… that my family is no longer able to utilize the property due to a cross-country relocation. Selling the timeshare independently is neither practical nor feasible, especially given the current challenges and oversaturation of the timeshare resale market. This approach also shifts all responsibility to me while ignoring the company's own role in facilitating a resolution.As stated in my initial complaint, the ongoing financial obligation tied to this unused property is a significant burden on my family. Despite having fully paid for the property, we have never been able to utilize it, and our repeated efforts to surrender it back to Massanutten have been met with silence. The company’s lack of responsiveness and unwillingness to provide an equitable exit option has left me in a precarious position. Maintaining a clean credit history is critical to my military clearance and career, making defaulting on payments impossible. Yet, the lack of options provided by the company leaves me with no clear path forward.This situation goes beyond a mere contractual matter; it has created undue emotional and financial strain on my family. Massanutten's reply demonstrates an unwillingness to engage in meaningful resolution or to consider my circumstances. Their failure to address my request for release from the timeshare contract underscores a disregard for customer service and ethical business practices. It’s hard to believe their claims that nothing can be done. Many timeshare companies have proven they can take back timeshares. I can’t help but feel that they are blatantly lying to me and my family.I respectfully request that the Better Business Bureau continue to help with this issue, and if possible, help urge the company to provide a direct and reasonable resolution. My initial request for release from the contract at no additional cost remains unchanged, as it is both fair and justified under the circumstances.Thank you for your continued assistance in this matter. If you require any additional information or documentation, I am more than willing to provide it.Sincerely,*** * *** *** *******

• Initial Complaint

  Date:05/13/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint to highlight the unethical practices of Massanutten and their refusal to assist owners facing financial and personal hardships. I have repeatedly reached out to them requesting the cancellation of my timeshare ownership due to extreme financial challenges, only to be met with dismissive responses suggesting I “sell it on my own.” This shows a lack of empathy and support for struggling owners like myself.
  
  The reality is that selling this timeshare is nearly impossible. Research and personal experience reveal that listing a timeshare often requires thousands of dollars upfront, which I cannot afford as I am currently unemployed. Even then, there is no guarantee of finding a buyer. I have also explained that my co-owner and I frequently reside outside the country, making it even harder to pursue a sale. Despite presenting these facts, they have offered no solutions or alternatives, effectively holding me hostage in a contract I cannot escape.
  
  What makes this more upsetting is that many other timeshare companies have programs in place to assist owners in hardship, such as deed-back programs or hardship releases. Massanutten’s complete lack of such options reveals a refusal to prioritize the wellbeing of their customers. Instead, they enforce a rigid structure that pushes owners into financial distress with no viable way out, all while continuing to demand payment for maintenance fees and other costs.
  
  My situation is dire. I face mounting financial obligations, zero income, and overwhelming emotional stress due to this timeshare. I believe Massanutten’s handling of my case reflects a systemic issue of unethical and predatory behavior that exploits owners who are in financial need.
  
  I am seeking the BBB's intervention as Massanutten has explicitly stated in writing that they will no longer respond to me. Their refusal to offer assistance or provide alternatives places an unfair burden on owners, leaving us trapped in untenable situations.

  

  Business Response

  Date: 05/20/2025

  Mr. **************,In reviewing your account, I
  can where we have stated on four different occasions 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 the property then you must sale the property. We
  have many times provided you with the responsible exit solution offered by *** ******** ****** ********** ****************** ******* ********* ***** ***** Please note that your signed contract and buyer’s acknowledgement outlined the
  fact that we do not have a program to take back properties. We have also
  offered you a payment plan with our In House Collections department to assist
  in providing you an affordable option to pay your maintenance fees up to date.
  Should you wish to speak with In House Collections please call *************Regards,Owner Engagement

  Customer Answer

  Date: 05/23/2025

  Better Business Bureau:
  
  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.ear Better Business Bureau,Thank you for following up regarding my complaint against Massanutten. I must state that the company's response is not an adequate resolution to my concerns. First and foremost, the company’s suggestion to “sell the timeshare on my own” fails to address the core issue at hand. They refuse to provide assistance or viable alternatives for owners like myself who are facing significant financial and personal hardship. They are forcing me to continue payments that I cannot afford. As outlined in my initial complaint, the process of selling a timeshare on the secondary market is exceedingly difficult, if not impossible. It often requires substantial upfront fees to list the property, and even then, there is no guarantee of securing a buyer. Given my current financial situation, including unemployment and mounting financial obligations, this is not a realistic or attainable solution for me.Additionally, my co-owner and I frequently travel and stay a period of time outside the country to care for ailing family members which only exacerbates the impracticality of attempting to sell the timeshare independently. Despite sharing these circumstances with the company, they continue to offer no assistance or alternative solutions. Their rigid insistence on self-sale places an undue burden on me and completely ignores my ongoing financial strain and emotional distress caused by this situation.More troubling is Massanutten’s lack of programs or policies designed to help owners in hardship, such as deed-back programs or hardship releases. Many other companies in the timeshare industry have implemented such options to support their customers in challenging times. Massanutten’s refusal to consider or offer similar solutions reflects a systemic disregard for the well-being of their customers. Instead, they maintain a structure that traps struggling owners in contracts they cannot escape, while continuing to demand payment of maintenance fees and other costs.The response provided by Massanutten does not address my request for a fair and ethical resolution, nor does it demonstrate any willingness to assist owners in my situation. Their actions are perpetuating financial and emotional harm, leaving me without a way forward. This lack of resolution is why I am seeking the BBB’s assistance to ensure Massanutten takes accountability for their practices and considers alternatives for owners in need.I appreciate your continued attention to this matter and your support in helping pursue a satisfactory resolution.
  Sincerely,
  
  ******** **************

• Initial Complaint

  Date:05/13/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are filing a formal complaint regarding a deceptive timeshare upgrade we agreed to at Massanutten Resort on March 30, 2025.
  
  We previously owned at Woodstone (week 13 in April), with 35,000 and then 38,500 points, plus a bonus week. During our visit, we were offered an “upgrade” to 65,000 and then 68,500 points, the ability to choose week 26 in July, and a bonus week with six months’ notice. We asked to see the new property and were shown Regal Vistas, a high-end unit with private garage and controlled access. Based on that tour and the assumption we would have access to Regal Vistas with our new points, we agreed to the change.
  
  Only later, when making our first payment, were we told that our purchase was still in Woodstone, not Regal Vistas. When we called to clarify, Ms. ***** ***** said Regal Vistas was more expensive and not included with our point level—information never disclosed during the sales process. The fact that we were shown a Regal Vistas unit, without being told we weren’t buying it or didn’t have access to it, was clearly misleading.
  
  This feels like intentional manipulation and a serious omission of key facts. To date, no manager has returned our calls. We feel deceived and want either a contract that matches what was promised or a full cancellation.
  
  We respectfully request an immediate investigation and resolution.

  

  Business Response

  Date: 05/14/2025

  Dear ****** and ****,I am so sorry to hear that was your experience. The sales team covers a tremendous amount of information during the sales tour. Someone from the Owners Association will reach out to you regarding your ownership. Sincerely, Massanutten Owners Association

  Customer Answer

  Date: 05/17/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  This message doesn’t resolve my problem because, although it acknowledges our concerns and mentions that they will review the documents, it doesn’t offer a concrete solution to what truly matters: we were told we were buying at Regal Vistas, but we ended up with a different property. At no point do they confirm whether there was a mistake or deception, nor do they propose to cancel or correct the contract. They only explain the benefits of the new package as if that makes up for what happened, when in reality we feel we were misled. They also don’t take responsibility for the lack of follow-up from the sales team, which leaves me with the same frustration and no clear answers.
  Regards,
  
  ****** ********

  

  Business Response

  Date: 06/06/2025

  Ms. ********,I am truly sorry that we
  cannot resolve your problem by taking back the property. As stated in the
  previous correspondence, please know that we do not have a program to assist
  you. I encourage you to review the previous correspondence sent to you and utilize
  the options that were suggested. I will also have a member on the Owners Relations
  Team reach out to you at the number we have on record.Regards,Owner Relations Team

  Customer Answer

  Date: 06/12/2025

  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.
  Regards, I appreciate your message. However, I would like to formally state through this platform that I have not received the options you mentioned in your previous communication. I respectfully request that you send them to me via this platform so that there is a clear record of what has been discussed.Additionally, I have not received any calls from the Owner Relations Team or the Sales Team, as you indicated. I kindly ask that all future communication regarding this matter be handled through the BBB in order to ensure transparency in the process.Sincerely,****** ********

  

  Business Response

  Date: 06/12/2025

  Dear Mr. ******* and Ms. ********,I am following up on our prior phone conversations in May
  and detailed emails reviewing your ownership and your concerns regarding your
  recent upgrade to a Woodstone Luxury Points ownership. I had the opportunity to
  review your original contracts in follow-up to our conversations. All of the
  purchase documents clearly state that your purchase was for a Woodstone Luxury. We have your signatures and initials confirming 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 that your purchase was occupancy in a Woodstone Luxury. Additional
  documents, such as The Acknowledgement of Representations, that you signed and
  initialed at closing, also details occupancy in a Woodstone Luxury, the week,
  the amount of the maintenance fee, the first year of occupancy, and that you
  had the opportunity to read and understand the Contract for Purchase and Sale
  and other relevant documents. This document also explains that *** is a
  separate company who may require additional fees.As your owner record indicates by your prior ownership, you are familiar with a points ownership and have successfully used membership in
  ***. You indicated that your purpose going through the sales presentation was
  to increase your points values to have more options for travel. This contract
  clearly does that. As I explained by phone, these are binding contracts and the
  Owners Association does not modify or change ownerships. The sales team cover a
  tremendous amount of information regarding ownership options, conducts property
  tours, and assists owner in meeting their vacation needs. I shared your options such as utilizing your bonus weeks, exchanging
  into Regal Vistas through ***, and breaking up your points for multiple options
  for travel, and provided a contact for *** to assist you with booking travel. I also explained that the ownership had increased your points value substantially and provided that information.If you would like assistance in using your ownership,
  accessing your bonus weeks, and the many benefits of your ownership, please
  feel free to reach out to the engagement team at option 1. Our
  staff will be happy to assist you in getting the greatest value out of your
  timeshare.Sincerely,******* **** Owner Relations Manager| Massanutten Resort ®

  Customer Answer

  Date: 06/13/2025

  Better Business Bureau:
  
  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.  We are writing in response to your recent communication.  We would like to state for the record that we feel deceived during the sales process of the timeshare property, as the unit that was shown to us during the presentation was in Regal Vistas, not Woodstone, which is what appears in the closing documents. Regal Vistas was clearly identified by the sales team as the unit we were purchasing, and at no point were we informed that we would be receiving a unit in Woodstone instead.The difference between the two properties is significant in terms of quality, location, and value. At the time of closing, after a long and exhausting process, documents were presented to us for signature under pressure, without any clear or transparent explanation of the switch. This constitutes an intentional misrepresentation, which is completely unacceptable.You refer to our signatures on the documents, but that does not change the fact that the property verbally presented and shown to us during the tour was Regal Vistas, not Woodstone.It is unfortunate that these types of practices continue to occur. We are concerned that you will continue this systematic pattern of misleading sales, affecting families who simply want to enjoy their vacations with peace of mind.We respectfully request that you review our case with seriousness and integrity, and offer us a fair and transparent solution that matches the unit that was originally presented to us at the time of the sale. In the meantime, we reserve the right to pursue our complaint through the Better Business Bureau (BBB), as well as with other state and federal consumer protection agencies.Sincerely,****** ********

  

  Business Response

  Date: 06/24/2025

  Dear Mr. ******* and Ms. ********,I am further responding to your inquiries – specifically as
  to why you were shown a Regal Vistas unit. First, please note that generally our sales tour process for
  existing owners does not involve touring you at the property where you
  currently own as you are already familiar with that property and our goal is to
  make your time with us as productive as possible. I have reached out to the sales Project Director and
  confirmed that during your tour on March 30, 2025, your expressed desire was to
  receive more points.   This is consistent
  with what you independently relayed to me.   
  To understand your upgrade options and pursuant to your wishes, you were
  both shown a Regal Vistas unit. Following the tour, your Sales Rep presented
  you with and explained upgrade options at both Regal Vistas and Woodstone
  Meadows properties. You chose the less expensive Woodstone Meadows upgrade option. The Closing Officer confirmed that you were not only shown a
  floor plan of the Woodstone Meadows unit but that you understood that the
  contract was for a points ownership at Woodstone Meadows. The purchase satisfied
  your goal of increasing your annual points at a price point you were
  comfortable with. It is unfortunate that you feel that the process did not
  provide sufficient explanation.  However,
  our investigation concludes that you were an experienced, existing owner, familiar
  with the process to purchase and manage a points ownership, and you were
  looking for more points at pricing you found acceptable. You had the
  opportunity to review and sign the contracts, you had the 7-day rescission
  period that you chose not to act on. Our internal investigation along with all of the contractual
  documentation signed by you demonstrates that our sales process was transparent
  and not, as you claim, deceptive.As I have explained throughout this process, the Owners
  Association will continue to provide you with the resources to enjoy your
  ownership and future vacations. Please reach out to the Owners Association at
  ###-###-#### option and request a meeting with the Owner Engagement team for
  additional assistance with using your new ownership.  Sincerely,******* ****Owner Relations Manager| Massanutten Resort ®

  Customer Answer

  Date: 06/24/2025

  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.I stand by my position that what occurred was an act of deception and fraud. At all times during the tour and sales presentation, we were exclusively shown a Regal Vistas unit, and all discussion was solely about that property. At no point were we told that the contract would be for a unit at Woodstone Meadows.We were already owners at Woodstone Meadows. Do you really believe we would pay an additional $11,000 — totaling $25,000 — for the same property? No, ma’am, this was a scam. Showing us a Regal Vistas unit was the hook to get us to sign. The irony is that it was the exact same property we already had, just with more points. If that had been the actual offer, I would have stayed with what I had.We were never told that the contract was not for Regal Vistas, and only after signing and reviewing the documents carefully did we realize it said “Woodstone Meadows.” This tactic of showing one property and selling a different one without clearly explaining it is completely unacceptable and deceptive.Furthermore, this was not a minor purchase. It wasn’t $100 or a promotional offer. We paid $25,000 for something that was not clearly explained or honestly represented.My intention in filing this complaint is to prevent others from falling into the same trap. This practice of showing one property and then selling a different one, without full transparency, must stop. You cannot call this process “transparent” when confusion was clearly used as a tactic to complete the sale.I respectfully request that this complaint remain on the company’s record as a warning to future consumers.
  Regard,
  
  ****** ********

• Initial Complaint

  Date:05/12/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,
  We’re filing a formal complaint against Massanutten Resorts due to their dishonest handling of our timeshare contract and neglectful responses to our repeated attempts for help. As a military family constantly relocating, we trusted their promises but have found ourselves in a financial nightmare with no support. We were initially offered a free 3-4 night stay at their resort in exchange for attending a one-hour presentation. That presentation stretched beyond four hours and pressured us into what they described as a “family investment” to pass down to our children. Despite declining multiple times, their persistence eventually wore us down. They promised free nights and the ability to use the timeshare for national and international trips, omitting the requirement of a costly *** membership for those options. Additionally, the annual maintenance fees have ballooned from $385 to nearly $594, further compounding the financial strain.Our military lifestyle has only worsened the burden. Frequent relocations, including three moves since purchasing the timeshare, have caused severe financial hardship. My wife often faces years of unemployment after each move, leaving us to survive on one income. The high cost of the *** membership left the timeshare useless, and we’ve only used it for a single trip. The COVID-19 pandemic brought even more struggles, including the loss of my part-time job, forcing us into debt.
  Massanutten Resorts has shown no empathy throughout this ordeal. Repeated attempts to contact representatives like ******* **** have been met with rudeness or outright silence. They refuse to work with us on a cancellation or resolution, instead prioritizing fees over our situation.
  We’re asking for the BBB’s assistance in holding this company accountable and helping us reach a fair compromise. This timeshare has become an unbearable weight on our family. We deeply appreciate your time and hope for your support in resolving this matter.

  

  Business Response

  Date: 05/12/2025

  Dear Mr. and Mrs. *******, We are sorry to hear you have not success in using your ownership. Please reach out to the Engagement Team for assistance at ************ option1 for assistance. Regarding selling your ownership, as we explained, you would be responsible for selling their ownership once like any other deeded property once all financial obligations are current. After bringing the account current and if you continue to feel your ownership will no longer work for you, you are
  welcome to find a third party to purchase your timeshare from you. We suggest
  exploring the resources found on the ******** ****** ********** *********** * ****** ******* ********* ***** **** ******* We also caution you not to pay anyone a large amount of money in advance if
  they promise they have a buyer lined up for your timeshare, as we have seen a
  rise in the number of scams of this nature. We have worked with many of these
  companies and processed many transfers, so we know this is a great resource for
  owners that looking to sell their timeshare. Let us know what company you
  contract with to sell your timeshare.Sincerely, Massanutten Owners Association

  Customer Answer

  Date: 05/15/2025

  The response we received from Great Eastern is not yet satisfactory. We need confirmation that contacting their engagement team would focus on discussing alternative options to cancel our contract. We're facing severe financial difficulties and are looking for a fair compromise to resolve this situation.Frankly, we’ve felt disregarded, especially due to ******* ****** lack of concern regarding our circumstances. We’ve tried to approach this respectfully, despite feeling disrespected, but we won’t tolerate being taken advantage of any longer.We want to know if their engagement team can actually assist in terminating this contract. If not, please provide us with information on which department or process handles such matters, or how other clients have successfully ended their contracts with Great Eastern.We’re simply asking for clarity and cooperation to move forward.Thank you,******* ******* * ********* *******

• Initial Complaint

  Date:05/09/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were misled into signing a contract with Great Eastern Resorts, and they refuse to talk about
  taking back the membership to satisfy the debt. It feels like they know the timeshare has no
  value, no chance of resale, and they’re fine with treating us like just another set of suckers.
  
  We’ve been trying to open a dialogue about canceling our timeshare, but it’s impossible to get
  anywhere. People online say the only way out is to default on maintenance fees and maybe
  even the mortgage, but forcing us into that corner is consumer abuse. Our lives shouldn’t be
  turned upside down because GER hires salespeople who will say anything to close a deal, even
  if it means misleading families.
  
  This is a crushing financial burden I don’t want to pass down to my kids. We would never have
  agreed to this if we had been given honest, straightforward information. Instead, we’re stuck
  with annual increases in maintenance fees on top of overwhelming mortgage payments. This
  whole situation is unfair and unsustainable.
  
  Great Eastern Resorts needs to take responsibility and resolve this ethically, not just because it
  benefits its bottom line.
  
  ******* * ***** ******** 

  

  Business Response

  Date: 05/12/2025

  Dear Mr. and Mrs. ********,We are sorry to hear you are having a difficult time using and enjoying your ownership. It is deed property and owners are responsible for selling their ownership.  Also, only deeded owners are responsible for the ownership. From reviewing the account, there are no other family members on the deed.If you continue to feel your ownership will no longer work for you, you are welcome to find a third party to purchase your timeshare from you. We suggest exploring the resources found on the ******** ****** ********** *********** * ****** ******* ********* ***** **** ******* We also caution you not to pay anyone a large amount of money in advance if they promise they have a buyer lined up for your timeshare, as we have seen a rise in the number of scams of this nature. We have worked with many of these companies and processed many transfers, so we know this is a great resource for owners that looking to sell their timeshare. Let us know what company you contract with to sell your timeshare.Sincerely, Massanutten Owners Association

• Initial Complaint

  Date:04/30/2025

  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’m filing a formal complaint against Massanutten regarding my timeshare ownership and the incredibly frustrating experience I’ve had trying to cancel my contract. Despite many attempts to resolve this directly, their unhelpful and dismissive responses have left me no choice but to seek help.When I reached out to Massanutten about the financial burden of the timeshare and asked to cancel, they repeatedly dismissed me without offering any real options. My circumstances have changed drastically since I purchased the timeshare—I can no longer afford it or use it. Instead of helping, they tried to up-sell me on their new point system, which only made things worse. They really could not or did not want to understand the heart of the matter.I also tried to change my vacation weeks, but they gave me nothing but resistance and no solution. Recently, they told me the only way to end my contract was to find a buyer myself. I’ve searched online endlessly, but there’s no legitimate way to sell these timeshares, which has left me feeling even more frustrated and stuck.To be clear, I’m not asking for a refund for the large amounts of money I’ve already paid. All I want is to be released from my timeshare contract with no further financial obligations. I expected Massanutten to do this, since they lose nothing, but their refusal to address my concerns has left me entirely trapped. I need help from the BBB to step in and help resolve this issue. This complaint needs to help warn people away from Massanutten altogether. I need Massanutten to let me end this agreement. I’ve made many good-faith efforts to fix this, and their lack of accountability has caused me unnecessary financial and emotional stress. I’ve run out of options and need your assistance.Thank you for your time. I hope your involvement will push Massanutten to do the right thing.

  

  Business Response

  Date: 05/05/2025

  Hi ******** ****,Your account indicates we just reviewed your options by phone regarding the opportunities to sell. As the Engagement Team explained, it is up to the owner to contract to sell the ownership. here are the resources we provided:If you continue to feel your ownership will no longer work
  for you, you are welcome to find a third party to purchase your timeshare from
  you. We suggest exploring the resources found on the ******** ****** ********** *********** * ****** ******* ********* ***** **** ******* .
  We also caution you not to pay anyone a large amount of money in advance if
  they promise they have a buyer lined up for your timeshare, as we have seen a
  rise in the number of scams of this nature. We have worked with many of these
  companies and processed many transfers, so we know this is a great resource for
  owners that looking to sell their timeshare. Let us know what company you
  contract with to sell your timeshare.Sincerely, Massanutten Owners Association

  Customer Answer

  Date: 05/09/2025

  Better Business Bureau:
  
  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 need to highlight several issues with their response, as it fails to address the core concerns raised in my original complaint and offers inadequate solutions to my request for resolution. Their response informed me that I must find a third party on my own to purchase my timeshare. While this might seem like a solution on the surface, it overlooks the central issue I raised in my original complaint. I have already expressed the difficulty in locating legitimate buyers for unwanted timeshares. The recommended resource, the **** *** website, simply lists resale providers but does not ensure successful transactions or offer concrete support to owners like me. Referring me to vague resources does not constitute the meaningful assistance I was seeking. The example of your warning about scams further emphasizes how risky and fraught the resale process can be and offers little reassurance.The **** *** website that was cited in your response lists multiple resale providers, but it lacks any clear assurance of outcomes. Using one of these providers often involves additional fees, substantial effort, and no certainty that the timeshare can be sold at all. To illustrate:Providers such as Timeshares Only and SellMyTimeshareNow generally charge fees for their services without guarantees of success. This adds yet another financial burden on already struggling owners like me.Your response indicates that resolving my financial burden is entirely up to me: “up to the owner,” shifting the responsibility onto me instead of providing relief options when someone's circumstances have changed. Massanutten’s refusal to offer a straightforward exit solution demonstrates a lack of accountability and ignores the reality that many timeshares owners face when their financial or personal circumstances change. This leaves owners trapped in contracts they can no longer afford or use, with no clear path forward. Sending me place to place isn't assistance. Many reputable timeshare companies and developers offer "deedback" or other types of programs to assist owners who can no longer keep up. Massanutten, by contrast, has chosen not to present such options, which seems unreasonable given my good faith attempts to resolve this issue, the fact that my mortgage is fully paid, and the fact that I have always paid my annual dues. Your recommendation of these options highlights the broader market reality that these timeshares have little value and are extremely challenging to sell. Massanutten should consider allowing for direct cancellation or surrender options, rather than rerouting owners like myself through unclear third-party channels.When I reached out initially seeking help, I was met with offers to upgrade to a point-based system. This was not only unhelpful but completely ignored my financial concerns. Pressuring customers like me to purchase an additional product rather than listening to the issue undermines trust and exacerbates an already very frustrating experience. Any future correspondence with them needs to focus on resolving the existing issue, rather than promoting additional services.At the heart of my original complaint is a simple and reasonable request—to be released from my timeshare contract due to a significant change in circumstances that makes it impossible for me to keep it. This is a fair request that causes no meaningful harm to Massanutten, as releasing my contract would not incur additional costs for the company. If anything, they would profit off of it. My complaint isn’t simply about inconvenience; it’s about the lack of empathy and failure to provide adequate support to longtime customers who reach out in times of need.Steps Toward Resolution  Massanutten has the ability to settle this matter reasonably by allowing for a clear and direct exit pathway for customers like myself. Whether through a deedback program or an internal resale program managed by their organization, this would provide much-needed relief and demonstrate their commitment to ethical and customer-focused practices. To continue pointing customers toward ineffective third-party solutions only perpetuates the cycle of frustration and financial distress and had nothing to do with my complaint. 
  Regards,
  
  ******** ****

• Initial Complaint

  Date:04/27/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are seeking the Better Business Bureau’s help to cancel our timeshare contract and resolve this matter.
  Our family endured high-pressure sales tactics and deceptive practices from Great Eastern Resorts. During
  the presentation, we were kept in a room for over eight hours with our hungry, irritable children. We were
  ready to leave, but the relentless pressure to sign the contract left us feeling forced into a decision we weren’t
  comfortable with. We paid over $19,000 for a product we’ve never used, and now we’re being told we can’t
  cancel the agreement, despite the financial strain it puts on our family. We also don’t want to pass this burden
  onto our children, as the perpetual nature of the contract means they would inherit it. Attempts to seek help
  from the company’s Vice President resulted in generic responses offering no real solutions. The options
  provided, like selling or renting the timeshare ourselves, require additional costs and resources we don’t have.
  We were not fully informed of the long-term financial implications, including rising maintenance fees, which we
  now face paying indefinitely. This has become an unaffordable cost for our family. We believe stricter
  regulations are needed to prevent the aggressive tactics used by timeshare sales representatives. What
  happened to our family was unethical and exploitative, and we hope to prevent others from going through the
  same experience.

  

  Business Response

  Date: 04/29/2025

  The Owners Association does not have a
  termination or give back program. As the contracts and acknowledgement
  indicate, owners are responsible for selling their ownership. Your options are
  to use your ownership, exchange your ownership, rent your ownership, or sell
  it. If you would like to discuss using your ownership, please reach out
  directly to  option 1.You are welcome to
  find a third party to purchase your timeshare from you. We suggest exploring
  the resources found on the ******** ****** ********** *********** * ****** ******* ********* ***** **** ******  We have worked with many of these companies and processed many transfers, so we
  know this is a great resource for owners that looking to sell their timeshare.
  Let us know what company you contract with to sell your timeshare.Sincerely,Massanutten Owners Association

  Customer Answer

  Date: 05/06/2025

  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 deny the response provided by Massanutten. While they mentioned options like using, exchanging, renting, or selling the ownership, we are disappointed that their reply failed to address the core issues we originally raised. Their response ignores the unethical practices and financial hardships my family has endured due to this timeshare.We are seeking the BBB’s help to cancel our timeshare contract, which was sold to us by Great Eastern Resorts through coercive and deceptive methods. During the sales presentation, my family faced high-pressure tactics for over eight hours in a room with our young, hungry children. We were left feeling forced to sign an agreement we were uncomfortable with. The experience was unethical and exploitative.We paid over $19,000 for a product we have never used, and the perpetual nature of the contract has placed a huge financial burden on our family. We weren’t fully informed about the long-term implications, like rising maintenance fees, which we are now expected to pay indefinitely. We also fear this burden could pass to our children. Despite contacting the company’s Vice President for help, we only received generic responses and no meaningful solutions. Suggesting we rent or sell the timeshare shifts the burden entirely onto us, requiring more costs and resources we don’t have.The Massanutten Owners Association’s refusal to offer a termination or give-back program worsens the situation. Their lack of support or responsible exit options is unreasonable. By deflecting responsibility, they highlight the need for stronger consumer protections and stricter regulations in the timeshare industry.
   
  Regards,
  
  ***** *****

• Initial Complaint

  Date:04/23/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We wish to formally lodge a complaint against Great Eastern Resorts regarding their fraudulent and
  misleading practices associated with a timeshare contract we were pressured into purchasing. Working with
  this company has left us deeply dissatisfied, and we feel deceived by the promises and representations.
  The staff at Great Eastern Resorts misinformed and misled us, resulting in multiple purchases based on false
  pretenses. We were assured that our entire family could vacation with us free of charge, a central point of their
  sales pitch. However, upon attempting to book vacations under this arrangement, we discovered that
  additional fees are required for family members to join us.
  Furthermore, it was made clear during the sales process that we would have access to flexible “floating”
  scheduling. Instead, we were locked into a fixed week and required to go through RCI, incurring even more
  fees. This is nothing short of a con to profit off of hardworking families. Great Eastern Resorts lures people in
  with promises of perks and savings that they ultimately fail to deliver. This deceptive approach is unethical
  and unacceptable for any business.
  We are facing significant medical challenges that have severely impacted our mobility, preventing us from
  utilizing the timeshare as originally intended. In addition, we are retired and living on a fixed income, which
  further exacerbates our situation. Given these circumstances, along with the considerable frustration we have
  experienced, we no longer wish to maintain our association with the Resort.
  We are formally requesting the immediate termination of our timeshare contract and the complete
  relinquishment of all ties to the company. We hope that the Better Business Bureau can assist us in
  resolving this matter promptly by addressing these unethical business practices and ensuring that Great
  Eastern Resorts accepts the return of this timeshare. Our goal is to fully and permanently relinquish
  ownership of the timeshare

  

  Business Response

  Date: 04/24/2025

  Dear Mr. and Mrs. *******,We are sorry to hear you had difficulty in using your ownership over the last 14 years. Many of the items you cite have been responded to and addressed through owner correspondence, owner newsletters, providing you with additional information, and assisting you in using and exchanging your ownership. We also have the owner's website that provides clarification on many of the points you made. I requested the reservations team send you additional information in utilization your timeshare. If you would like additional assistance, please call ************, option 1 and ask to speak with the staff from the owner engagement team. Sincerely, Massanutten Owners Association 

• Initial Complaint

  Date:04/10/2025

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are filing a complaint regarding our timeshare agreement with Great Eastern Resorts and request your assistance in resolving this matter. When we entered into the timeshare agreement, we believed it would provide convenient, accessible, and high-quality vacation options for our family. Unfortunately, we have faced multiple issues that have significantly affected our ability to enjoy the property and services as promised.
  My spouse, ******, uses a wheelchair, and accessibility was a critical factor in our decision. During the sales process, we were assured the property and amenities would meet accessibility standards. However, we’ve encountered ongoing issues, including insufficient handicapped parking and inadequate facility accessibility, making it difficult for us to fully enjoy the property.
  
  A major selling point was the ability to trade weeks or locations, but we have been unable to use this feature, which was a key part of the timeshare’s appeal. We were told at purchase that we could rent out the property if needed, but we were later informed this option is no longer allowed, reducing the timeshare’s value significantly. Amenities such as the swimming areas have declined in quality, and rising cleaning fees have become an unnecessary financial burden. After comparing costs and convenience, we’ve found that staying at ****** hotels with points is more affordable and easier for our family than continuing with the timeshare. This has further devalued the timeshare. We believe our request to cancel the timeshare contract is fair and reasonable.

  

  Business Response

  Date: 04/11/2025

  Dear Mr. and Mrs. *******,The owner reservation team would be happy to assign you an ADA compliant condo, you should make the request in advance of arrival by calling ************ option 2 to make the request. Your options continue to be to use your ownership, rent your week after reserving, sell
  the property, or have it transferred into someone else’s name. We have Owners
  that transfer ownership to family members and are able to transfer the Gold
  Card benefits, as well as the entitlement to the free bonus week. If you sell
  the property outside of family, these benefits are not transferrable. Should you need additional information on how to utilize
  RCI for exchanges, please contact our in-house representative ************. In
  addition, for rental services you can contact ********* ** ************ for information on the process. They are a third-party company and you would need to contract directly with them.As stated previously here are some resources for
  selling your property. 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. Sincerely, Massanutten Owners Association

  Customer Answer

  Date: 04/16/2025

  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.
  
  While we appreciate the outlined steps and resources provided for renting, selling, or transferring the timeshare, we respectfully disagree with this response for the following reasons. Despite multiple attempts to request ADA-compliant condos, our experience has consistently shown that these accommodations have not been available during any of our booking tries. This has caused significant frustration and renders the ownership unusable for us. We would like to emphasize that calling ahead, as suggested, has not resolved this issue in the past, and it remains a significant barrier to utilizing the timeshare.Although the suggestion to rent or sell the property was proposed, these options require additional time, resources, and effort that we are unable to commit. Furthermore, there is no guarantee of successfully renting or finding a buyer. This continued uncertainty adds to our stress and deepens our dissatisfaction with the ownership.At this point, the only reasonable resolution for us is to relinquish ownership of the timeshare back to Great Eastern Resorts. Continuing to hold ownership of this property without the ability to utilize it due to the mentioned accessibility issues places an undue financial and emotional burden on us. We feel that this solution would provide the closure we need and free us from this unnecessary strain. We request that Great Eastern Resorts re-evaluate our case and provide a clear and direct path for relinquishing this timeshare. We hope to resolve this matter amicably and promptly.
  
  Regards,
  
  ****** And ******* *******

  

  Business Response

  Date: 04/29/2025

  Dear Mr. *******,In your correspondence to the Owners Association, you
  clearly stated you no longer wanted to pay for your timeshare and asked to
  cancel the contract. We explained the options for you. We reviewed your reservation request history, history of
  resort stays, emails, and correspondence. We found that Massanutten has not
  denied any request from you for wheelchair accessible accommodations. The most
  recent request was in 2022, and your reservation request was honored. The record
  indicates you and your party did not show up.  As we explained, it is up
  to the owner to inform the reservations staff of their accessibility needs. The
  request can be made on-line through the automated reservation process on the
  owners website, through chat on the owners website, by email, by letter, or by
  phone. Additionally, we have ramps throughout the Resort that allow for
  wheelchair accessibility and attractions that provide enjoyment to our guests
  and owners with a range of mobility issues and disabilities.  Regarding exchanging your timeshare for another time or
  location, you would have had to maintain an RCI membership to utilize this
  benefit. RCI is our third-party exchange partner that offers Massanutten owners
  exchange benefits through membership, and they are independent company with their
  own rates and requirements for reservations. If you would like more information
  on utilizing your ownership, please reach out to the Engagement Team by calling
  ************, option 1 and the staff would be happy to review your options. Sincerely, Massanutten Owners Association

  Customer Answer

  Date: 05/06/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Thank you for providing Massanutten Owners Association’s response to my complaint. While I appreciate their explanation, several points need correction and clarification based on my experiences. Massanutten’s claim that I did not show up for my most recent reservation is inaccurate. My family and I were unable to use the reservation due to inadequate communication and guarantees regarding wheelchair-accessible accommodations. While I understand owners must inform staff of specific accessibility needs, I have made such requests in the past and faced challenges. Their response does not address prior issues, particularly delays or unclear confirmation of accommodations. Their statement that ramps and accessibility options are available throughout the resort, it doesn’t account for the need for fully accessible lodging to ensure comfort and ease for individuals with mobility challenges. It dismisses the stress and inconvenience my family has endured when our needs were unmet. The mention of *** and the need for an external membership highlights a troubling aspect of this timeshare arrangement. Owners are not always fully informed about the additional costs and requirements tied to exchanging their timeshare. This reliance on a third-party provider adds complexities, especially when clear guidance is lacking. My request for contract cancellation stems from significant dissatisfaction with ownership. While Massanutten states they have explained my options, these options have not addressed my fundamental concerns or provided a viable resolution. Instead of engaging in meaningful dialogue to address my dissatisfaction, their response largely shifts responsibility back onto me. I request Massanutten make a good-faith effort to resolve my concerns, including exploring contract cancellation options. My concerns are not about "not wanting to pay" but rather being unable to afford payments. Their system and lack of transparency regarding accessibility and exchange limitations have directly impacted my ability to enjoy the timeshare as promised.
  
  Regards,
  
  ****** And ******* *******