Massanutten Resort complaints

I am filing this complaint against Mountainside Villas/Massanutten and Great Eastern Resort Corporation regarding Account #7701-6053390 because of their complete failure to communicate. For months, my husband and I have reached out to resolve our timeshare contract due to extreme personal and financial hardship. My husband is a 100 disabled veteran, and the ongoing costs of this contract have become an unsustainable burden for our family. We first received a generic response from the Mortgage Department on May 19, 2025, suggesting we rent or sell the unit, which we have already tried without success. We sent a detailed rebuttal on May 28 and a follow-up appeal on July 31, but we have been met with nothing but silence since then. It is incredibly disheartening to be ignored while we are struggling to manage these expenses. We have sent multiple emails to Mountainside Villas that have gone answered since September. The original promises of flexibility and availability were never met, and the rising maintenance fees have turned this into a permanent liability. We are simply asking for a formal path to a hardship exit or a voluntary surrender of the deed. We need the management team to stop ignoring our correspondence and provide us with a direct contact who can process a release from this contract and all future obligations. They are essentially holding us hostage at this point. We need the BCA's help. Resolution Sought Cancellation of Contract

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I own a timeshare with Massanutten (Account #NR710) but can no longer use or afford the perpetually rising maintenance fees. For almost 2 years now, I have attempted to relay my situation to my timeshare company and to settle the outstanding balance I owe in exchange for a permanent release from ownership, an exit that would save the company legal fees by avoiding foreclosure. Massanutten is refusing to engage in good faith negotiation. On November 28, 2025, Owner Relations Manager Ms. Zenaida Hall denied my offer, stating that as the "deeded owner," I am responsible for selling it and that any transfer requires all financial obligations to be current. She also explicitly stated, "I will not be responding to further correspondence regarding giving back the property". This is an intentional delay that forces me to remain locked into an agreement I refuse to be held hostage by. Massanutten's refusal to take the property back, a common issue reported by other owners, confirms their policy is to trap owners in unviable contracts, forcing them into a costly foreclosure that nets the company nothing more than the timeshare back into inventory. They are also dragging their feet on foreclosure for some reason. A formal complaint has also been filed with the Consumer Financial Protection Bureau (CFPB), the Better Business Bureau (BBB), and the Attorney General of Virginia. I hope the BCA can help me in any way to convince them to do the right thing. Resolution Sought Cancellation of Contract

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