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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:
$115,599.00

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

24 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
23	Unanswered

24 complaints against Massanutten Resort

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11/19/2025

RESPONSE: Complaint was not answered Amount in Dispute: $5,000.00 Amount Settled: $0.00

Customer Complaint

10/25/2025

This timeshare company is predatory. Despite my severe financial and health issues(retired teacher, fixed income, surgeries : knee replacements, heart valve replacement and pacemaker implant, they refuse an exit. I begged for a mutually beneficial agreement to save my credit, but they chose foreclosure. Since 2022, I've sent countless appeals. On May 6, 2024, I detailed my hardship (unpaid fees, deceased co-signer, unusable unit) to their Board, as advised, hoping for a deed-back. They ignored me. When I stopped paying, they notified me (July 2025) of "scheduling" foreclosure, stating an attorney would contact me. Over two months later, no lawyer contact. I demanded details (Oct 9, 2025), but their Manager (Oct 15, 2025) only said the process takes "6-12 months," refusing to name the attorney or confirm filing. They're purposely delaying and withholding information, causing immense stress. I urge the BCA to intervene, halt this foreclosure, and compel my release from this contract due to my documented hardship Resolution Sought "Cancellation of contract"

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.

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