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Massanutten Resort complaints

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11702 Spotswood Trail
Elkton, VA 22827-3277 | Get Directions

(540) 289-9441

http://www.massresort.com

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Total Amount in Dispute:
$155,499.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to some complaints. However, most complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

27 complaints against Massanutten Resort closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
26	Unanswered

27 complaints against Massanutten Resort

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10/5/2025

RESPONSE: Complaint was not answered Amount in Dispute: $12,000.00 Amount Settled: $0.00

Customer Complaint

9/9/2025

I am writing to file a formal complaint regarding my Massanutten timeshare. Despite two years of attempts, the company has offered no viable solution to my burden. Their suggestion—reselling the property myself—is impossible. The resale market is a sham with no demand, and I would have to pay off the mortgage and upfront fees to even list it. The alternative option, stopping payments and going through foreclosure and bankruptcy, are unacceptable, as they would severely harm my credit and jeopardize my career in the Navy. The company has shown a complete disregard for my specific circumstances. I have sent countless letters and emails, but the company insists their hands are tied, which I believe is untrue. I know they have the capability for deed-backs and other resolutions. Simple online searches prove timeshare companies do so. I am not asking for a handout, but a fair resolution. I request that the Business Consumer Alliance intervene to help facilitate a solution that releases me from this agreement without financial or credit harm. Resolution Sought To free myself from this timeshare burden.

9/18/2025

RESPONSE: Complaint was not answered Amount in Dispute: $10,000.00 Amount Settled: $0.00

Customer Complaint

8/25/2025

I am writing to file a formal complaint against Great Eastern Resorts, which also operates under the name Massanutten, regarding my timeshare contract. I have made repeated attempts to resolve this issue directly with the company and through other channels, including the Better Business Bureau and the Attorney General of Virginia, but they have refused to offer any meaningful resolution. The core of the problem is that my family and I have relocated 3,000 miles away from the timeshare property, which makes it impossible for us to use it. We have never been able to utilize the timeshare, despite having fully paid for it. The company's only suggestion has been for me to sell the timeshare on my own, which is not a viable solution. The resale market for this timeshare is virtually nonexistent and it cannot even be sold for a dollar. Attempting to list it would only mean "sinking more money into a hopeless endeavor". Massanutten has been unresponsive and unhelpful. My requests to surrender the timeshare have been met with silence. This has caused significant emotional and financial stress for my family. As an active member of the military, maintaining an impeccable credit score is critical for my career and security clearance. Falling behind on payments is not an option, yet the company's lack of viable alternatives has left me with no clear path forward. I have asked for a fair resolution, such as allowing me to terminate the contract or a buyback option, and I am Resolution Sought To get out of my timeshare forever.

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