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:03/30/2025

  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.

  We’ve been trying to get answers from Great Eastern Resorts about canceling our timeshare, but the lack of timely responses has been frustrating. It feels like you’re intentionally delaying communication to discourage us from canceling. However, it’s only made us more sure that canceling is the best choice for our family.
  
  Owning this timeshare has become a significant financial strain. The maintenance fees are difficult enough to manage, and they just keep increasing every year. My wife has had several surgeries on her lower extremities since we purchased the unit, making it harder for us to use. Last year was the first time we stayed, and we quickly realized it was unsuitable. Carrying luggage upstairs to our second-floor unit was a struggle. It seems better suited for more active people, which we are not.
  
  On top of all this, our children don’t want to inherit the timeshare or take on its rising maintenance costs. It would just be another burden for them, and we don’t want to leave them with something they don’t need or can’t afford. Canceling it now would lift this weight off all of us.
  
  We’re asking Great Eastern Resorts to step up, respond appropriately, and offer a way to cancel the timeshare. This situation has been stressful enough, and resolving it would provide our family with a much-needed sense of relief.

  

  Business Response

  Date: 04/03/2025

  We reviewed your concerns. Regarding difficulties in using
  your ownership, please know that if you reach out to our reservations team, you
  can be assigned to a condo that is appropriate for your wife’s mobility challenges. Our reservations team can work with you in advance of your
  arrival. If you have special needs, ADA requirements, or mobility issues, we
  encourage you to call reservations at ************ option 2 to speak with a reservation’s
  agent or email *************************** to request a condo that is appropriate for your needs. As we explained in prior
  correspondence, only deeded owners are responsible for the ownership and are responsible for selling their ownership. If you are at the point that you 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 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:03/25/2025

  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 submitting this complaint against Massanutten Resorts for their refusal to offer a fair exit option for our timeshare contract. Despite repeated outreach, they cite the expired rescission period, unfairly denying assistance. This unethical approach has caused us financial and emotional distress and highlights their lack of transparency during the sales process.
  
  When we purchased the timeshare, we were led to believe it was a valuable, flexible investment. The sales process emphasized benefits, including a military-service acknowledgment that greatly influenced our decision. However, the promised flexibility is nonexistent. My husband, an active member of the Army National Guard, faces restrictive deployments, and my role as a schoolteacher adds further constraints. Even when trying to use the timeshare, booking has proven nearly impossible, leaving it completely unusable.
  
  Nowhere during the sales presentation were we informed we could be locked into a perpetual financial obligation with no exit options. Other timeshare companies offer solutions for owners unable to use their investments, proving such options are viable. Massanutten’s refusal to implement similar policies is particularly frustrating. Their suggestion to independently sell the timeshare is unrealistic, as market research shows these properties rarely sell, even for $1. Their acknowledgment of potential scams in this process only highlights the problem.
  
  The ongoing financial burden of maintaining an idle timeshare has hindered our ability to achieve other life goals, such as saving for a home. We are left paying for something we cannot use while Massanutten refuses assistance.
  
  We respectfully urge the BBB to assist in any way you can with Massanutten Resorts’s lack of handling of timeshare exit requests, lack of transparency, and unethical practices. We hope this complaint encourages a more consumer-focused approach, offering equitable options for struggling owners.

  

  Business Response

  Date: 03/26/2025

  Dear Ms. *****,The Massanutten Owners Association and staff have corresponded with you and reviewed options by phone in attempts to
  address your concerns. You can travel and use your ownership at other times and locations if you direct us to deposit your week
  with RCI®. Depositing means you have
  an account with *** in which you can deposit your week and exchange your
  deposited week for a different time or place that someone else has deposited in
  his or her account. We do not see that you made any efforts to utilize these services. An *** membership is required to access these benefits. Please reach out to the Owners Association engagement team to review the options for using your ownership at ************ ****** ** Sincerely,Massanutten Owner Association

• Initial Complaint

  Date:03/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have recently reached out to the timeshare company for a resolution and have not been successful Massanutten was not my direct intention to stay at the Massanutten Resort for family vacation 6/2023. Our trip was planned for Washington DC, and no locations in or around DC were available. Massanutten was the closest we could get, 2 hours away from DC. I was assured that the timeshare would provide a guaranteed return on investment and easy opportunities to exchange and book vacations through a network of resorts. However, upon later attempts to utilize the system, I found the reality was far from what was initially promised. Availability for bookings was extremely limited, I feel that the overall sales approach used was highly manipulative, pressuring me into making a decision without giving me the proper time or information to fully understand the long-term consequences of my commitment therefore forcing me into an agreement under duress.

  

  Business Response

  Date: 03/26/2025

  Dear Ms. *******,Your options are to use your time, rent your property, sell
  the property, or have it transferred into someone else’s name once all owner
  obligations have been met. You can also direct us to deposit your week with ***®.
  Depositing means you have an account with *** in which you can deposit your week
  and exchange your deposited week for a different time or place that someone
  else has deposited in his or her account. An *** membership is required to
  access these benefits. I do not know if at the time you attempted to use your
  ownership, the account may not have been current.The options we provided are available to owners in good
  standing. Your account is currently not in good standing. It has been assigned
  to ******** ********* ******** for collections. Please reach out to
  them to make payment arrangements. If you have additional questions, please feel free to call the Owners Association.Sincerely,Massanutten Owners Association

• Initial Complaint

  Date:03/23/2025

  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 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 completely reject the response from the Massanutten Owners Association. Once again, they’ve ignored the main issue we’ve raised over and over—we just want a way to get out of this timeshare. We’ve reached out so many times explaining how this situation has become a serious financial and emotional strain, and they keep dodging the question and giving us the same tired instructions on how to “use” our ownership.They’ve suggested using *** services again, but we’ve explained multiple times that we’ve tried. It hasn’t worked for us because of scheduling problems and other hurdles. Their so-called “solutions” don’t address the real problem, which is that we no longer want or can afford to stay locked in this contract. Instead of offering a way to end this, they just keep pointing us to options we’ve already told them don’t work.It’s frustrating and exhausting to feel ignored like this. The maintenance fees and other costs are overwhelming, and it’s money we could be putting toward things that actually matter to our family. Meanwhile, the company seems more interested in keeping us stuck in this situation and collecting payments than actually helping us.We’re just asking for a way to move on from this in a fair and reasonable way. It’s not asking too much for them to work with us on a solution instead of brushing us off.If possible, I’d appreciate the BBB’s help in pushing them to take our concerns seriously and come up with an option to end this agreement. We’re done wasting time and energy getting nowhere.Sincerely,**** ***** * ******* *****s and additional costs associated with *** have placed undue strain on our family’s finances, preventing us from allocating those funds toward essential needs for our children. Despite explaining these challenges, Great Eastern Resorts has offered no viable solutions.
  
  Finally, there is a perceived conflict of interest in their management. A member of the Board who also serves as Director of Hospitality undermines trust in fair decision-making and objectivity. The company appears to prioritize its own interests over the well-being of its owners, relying on rigid contracts and laws to trap individuals in an exploitative system.
  
  We are simply seeking to relinquish the timeshare and move forward without the financial and emotional toll it imposes. We hope the BBB intervenes to help hold Great Eastern Resorts accountable and prompts them to engage with us to find an amicable solution. Thank you for addressing this issue.

  

  Business Response

  Date: 03/26/2025

  Dear Ms. *****,We have correspondence from you regarding your ownership. We also included copies of your documents for review and requested the reservation team to explain how to use the ownership in writing to assist you. Cancelling or modifying your contract is not something we are able to do. If you would like to use your ownership, we can assist you with that. You can also direct us to deposit your week with ***®. Depositing means you have an
  account with *** in which you can deposit your week and exchange your deposited
  week for a different time or place that someone else has deposited in his or
  her account. A *** membership is required to access these benefits. For more
  information on using your ownership, please reach out to the owner reservations team at ************ option 2 to review your options. Sincerely, Massanutten Owners Association 

  

  Business Response

  Date: 04/07/2025

  Dear Ms. *****,As we explained, these are contractual obligations. We encourage you to remain an owner in good standing. If you would like to
  discuss using your ownership, please reach out to the Owner Engagement team and they would be happy to talk with you about how to use and enjoy your ownership. Sincerely,Massanutten Owners Association 

  Customer Answer

  Date: 04/11/2025

  We are writing in response to the correspondence from the Massanutten Owners Association regarding our complaint. Unfortunately, we are deeply disappointed and frustrated by their response, yet again, as it completely sidesteps the central issue we have repeatedly raised.Our primary request has always been clear—we are seeking a way to terminate our timeshare contract. This ownership has become an untenable financial and emotional burden for us, which we have communicated on numerous occasions. Yet again, the company has ignored our concerns and instead reiterated information about using our ownership. This is entirely unhelpful and dismissive, as we have consistently explained that utilizing the ownership is not an option due to ongoing scheduling conflicts and other complications.The company's response demonstrates a complete lack of willingness to meaningfully address the real problem. Their insistence on directing us back to "use" the timeshare only amplifies our frustration, as this has already proven unsuccessful. What we are asking for is not another instruction manual on how to use something we no longer want or can afford. We are asking for a viable path to end our contractual obligations and move forward free of this financial strain.It feels as though the Massanutten Owners Association is more interested in retaining our payments than resolving this matter in a fair and reasonable way. Meanwhile, we are overwhelmed by maintenance fees and other associated costs, which detract from our ability to use these funds for essential family needs.We are not asking for anything unreasonable. All we want is an amicable solution that allows us to terminate this contract and move on. They claim since we signed a contract, there is no way out. This has to be a lie. I refuse that they cannot help. We read about how other timeshares help their owners. However, Massanutten’s repeated reliance on the same insufficient suggestions fails to address the issue, and their unwillingness to engage with our valid concerns is deeply disappointing and unacceptable.We sincerely hope the BBB can assist in ensuring the Massanutten Owners Association addresses this matter constructively and takes meaningful steps toward providing a resolution.Sincerely,**** ***** * ******* *****
  
  
  
  Regards,
  
  Mary *****

• Initial Complaint

  Date:03/17/2025

  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.

  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.
  As mentioned in my original complaint. I was promised and ensure several things that have proven to be false. I have gotten zero out of this but negative impacts. I am a single parent and was grossly taken advantage of. I was pushed and pushed and pushed. I was lied to and made promises that were simply not true as proven now. I would like a deed-back option. I will gladly relinquish my rights to the deed and timeshare. I would like them to uphold what was promised. They stated several times when I purchased it that I would simply be able to call and they would have someone else take over the mortgage as they did when they sold it to me. That is what I am asking. Thank you for your corporation. 
  
  Regards,
  
  ****** ****n. Be aware. Very disgraceful.

  

  Business Response

  Date: 03/18/2025

  Dear Ms. ****,We are sorry to hear that you are having such a difficult time using your ownership in your first year. Enjoying and using your ownership is why you purchased your timeshare. We will have the Owner Engagement team reach out to discuss your concerns within the week.  Sincerely,Massanutten Owners Association

  

  Business Response

  Date: 03/26/2025

  Dear Ms. *****,The Association has reached out to you discuss your ownership many times. The NOVA (New Owner Vacation Advisors) and the Owner Engagement team has reached out to you to address your concerns and review your contractual obligations. If you would like to discuss your ownership, please feel free to call ************ option and request a meeting with the Owner Engagement team. Sincerely,Massanutten Owners Association

  Customer Answer

  Date: 03/26/2025

  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 They have reached out via phone 1 time. They did not reach out with any solutions. They offered zero assistance of guidance in the how to properly handle this misguided information I was given. I would like to get a buy back or whatever is necessary to relinquish this timeshare back as I was originally advised. 
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:03/11/2025

  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.

  I am seeking your help to address unethical practices by Massanuten - Contract #*******, which have caused me deep emotional distress and financial burden. Despite my repeated requests for resolution, the company has been unresponsive and dismissive.
  
  The company's representative allowed my late wife, in her vulnerable and impaired state, to unknowingly consent to a contract beyond her comprehension. Shortly after, she passed away from dementia. This exploitation has left lasting emotional scars, and I cannot bear the memory of her being taken advantage of in our time of grief. I need to put this painful chapter of my life in the past, but they refuse to do so.
  
  I originally reached out to Massanutten on multiple occasions, but communication with their representatives, including ******* **** and ***** ****, has been dismissive and unhelpful. Their lack of compassion and unwillingness to work toward an amicable resolution have left me feeling ignored and "held hostage" by this timeshare.
  
  I kindly offered them a reasonable sum of $5,000 to be released from this obligation and bring this deeply painful chapter to a close, but they will not even acknowledge the request.
  
  The only response I received from them was a suggestion to sell the timeshare myself before getting ghosted. I would never recommend anyone deal with these people. Morally, I cannot sell it to another individual.
  
  I urge the BBB to hold this company accountable for its unethical practices and advocate for their immediate cooperation in resolving this matter.
  
  Thank you for your time and assistance.

  

  Business Response

  Date: 03/18/2025

  Dear Mr. *****,We are sorry to hear you were unable to come to a resolution
  with the mortgage company over your offer to settle outstanding mortgage. Please reach out to them directly regarding any additional inquiries regarding loan servicing. These are
  contractual obligations and payments are applied pursuant to the documents you
  signed. For any other concerns, please reach out directly to the Owners Association. We provided your concerns to our management team.  Sincerely,
  Massanutten Owners Association

• Initial Complaint

  Date:03/11/2025

  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 writing to formally file a complaint against Massanutten, whose practices we believe to be both unethical and deeply unfair. For nearly a decade, we have been trapped in a timeshare contract that has caused immense financial and emotional hardship. Despite having fully paid off our mortgage in good faith and meeting every financial obligation, including escalating maintenance fees, we have been left with no viable option to end this relationship.
  
  On May 30, 2018, we received a Certificate of Satisfaction, confirming we had fulfilled all financial responsibilities. Yet Massanutten refuses to recognize the burden we now face and does not allow us a way to exit this contract. We have made numerous attempts to rent or sell the property, but nobody is interested, leaving those pathways utterly fruitless. Desperate, we’ve even pleaded for the company to take back the property, offering to transfer the deed at no cost to them, but were flatly denied. Most recently, Massanutten stated that they will no longer respond to us. This is outright disrespectful and unethical.
  
  This behavior is indefensible. Many other timeshare companies offer exit programs for owners who are facing similar circumstances, but Massanutten persists in holding us hostage to a contract we no longer want or can afford. The annual maintenance fees alone have increased year after year to a point that is financially unsustainable for us.
  
  We have done everything a responsible timeshare owner should. We’ve paid in full, remained current on all dues, and pursued every possible avenue to release ourselves from this agreement. Yet, we find ourselves completely trapped, with no option for relief.
  
  It is unacceptable for a company to exploit owners in this way, especially when so many of us want nothing more than to peacefully end a relationship that no longer serves any purpose. Please help us bring about a resolution if you can.
  
  Thank you for your time and attention to this matter.

  

  Business Response

  Date: 03/24/2025

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