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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:
$373,084.00

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

42 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
41	Unanswered

42 complaints against Massanutten Resort

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8/27/2026

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

Customer Complaint

8/3/2026

i am filing a complaint regarding Massanutten Resort and the predatory tactics they are using to prevent us from exiting our timeshare. We have been loyal owners since 2005, pouring a massive amount of money into this contract over the last two decades. Now that we are simply trying to move on, Massanutten is making it nearly impossible through what I strongly believe are deceptive, bad-faith business practices. When I reached out to request a cancellation of our contract, their representatives flat-out lied to me and claimed that cancellation simply isn't an option . They insisted that our only paths forward are to sell the unit or transfer to someone else. Based on my research, I know that is not true, and it feels like a blatant attempt to intentionally mislead us so we remain trapped in a financial commitment we no longer want. It is deeply offensive to be lied to by a business I've supported for twenty years just because I am asking for an exit strategy. To make matter worse, their customer service has completely stonewalled me. Whenever I try to get a straight answer, they either ignore me entirely or reply with canned responses that do not address my specific situation at all. I am sick of being met with radio silence while they continue to collect my money. Consumers deserve clear, honest communication and a legitimate, transparent process to cancel their contracts without facing stall tactics and misinformation. I am asking the BCA to step in. Resolution Sought Take back the timeshare.

8/26/2026

RESPONSE: Complaint was not answered Amount in Dispute: $2,200.00 Amount Settled: $0.00

Customer Complaint

7/31/2026

We have been trying to surrender our contract with Great Eastern for quite some time now, but we keep hitting a wall. Our family has been through so much lately with steep medical bills and taking care of sick parents before they passed away. Plus, we have two kids going to college soon which costs a fortune. We literally do not have the extra money to keep paying for this timeshare. We reached out to Great Eastern repeatedly to explain our financial hardship. Instead of getting real help, we get wildly unhelpful responses from them. The frustrating part is that most of the time, they don't even address what we are saying. They just send us the same generic replies telling us to sell the property ourselves or rent it out. We do not have the extra cash for broker fees or closing costs to sell it. We know they have let other people cancel for hardships, but they refuse to have a real conversation with us. It feels like they are just trapping us and acting in bad faith. We are so stressed out and really need someone to hold them accountable. Please help us get out of this contract once and for all. Resolution Sought We're really stressed out and need your help cancelling this contract for good.

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