Green Bay Packaging

Thank you for the opportunity to reply to Ms [redacted] complaintMs [redacted] ,We are certainly sorry that you are unable to make your scheduled reservation on 10/2/ We are very up front about the cancellation policy at the time of deposit and we reiterate that in your email confirmation as well We will have a manager reach out to you and see what we can do to help you get the appointment rescheduled for a time that will work with your schedule Hopefully we can get the details worked out and get you out here on vacation Thanks for the opportunity to work this out and we look forward to your visit.Sincerely, [redacted] ***

Thank you for the opportunity to address Ms [redacted] complaint.Ms [redacted] ,I am truly sorry to hear about the issues you have been dealing with in securing a reservation to use your time-share that you own with us We have two terrific teams who can help you to get the most use out of your ownership One is our onsite RCI representative who can assist in securing you reservations through the exchange system for your ownership she can be reached at [redacted] We also have a team whose sole job is to help our owners who are having a difficult time navigating their new purchases and ownership They are our New Owner Vacation Advisors they can be reached by email at [redacted] As you are current on your Owners Association Dues and your occupancy begins in we would love for one of these programs to be able to assist you in getting out on vacation Please let us know if you would like for us to have one of these groups reach out to you directly to see how we can help.As for cancelling your purchase during both your initial purchase as well as your upgrade to Regal Vistas you were provided with a non-waivable right to cancel as outlined in your contract paperwork This allowed for a seven day rescission period as required by the Virginia Timeshare Act We did not recieve notification of your request to cancel within the rescission period and thus we will not cancel the agreement We would be happy to supply any of your contract documents that you think would better help you to understand your purchase We hope to keep all of our owners happy and ejnoying the products they have purchased with us and with that in mind please let us help you secure a reservation Again please let me know if you would like for us to start the conversation by having someone reach out to you otherwise we will look forward to you contacting us to get you on the vacation you deserve and have purchased.Sincerely, [redacted] ***

Mr [redacted] ,We will have someone reach out to you again to see if we can resolve this situation.Sincerely, [redacted] ***

I took a phone call from Mrand Mrs [redacted] Friday June 23rd where they informed me they hired someone to repair their toilet and upon removal of the toilet the plumber informed the customer that the sewer tank and sewer pipe leading to the tank were caked with human waste I tried to explain to the ***'s that the sewer tank is not something that is covered or inspected during our inspection We do check and inspect plumbing lines and the fresh water tank which I believe led to some confusion as to what is covered and what isn't covered under our inspection I've attached a copy of our Pre-Delivery Inspection checklist which states waste tanks are not covered (see bottom left of sheet) I never said "that it is now their problem" I did try to explain to the ***'s that this issue is not something that we would have ever known about or foreseen because we would have had to pull the toilet off before finding the problem, which is something we have never done Mrs [redacted] then threatened me with legal action and our conversation was over at that point I reached out to the ***'s again monday the 26th and offered to pull the trailer back to the dealership so we could drop the tank and clean it Due to their RV being parked in a permanent lot this solution wasn't accepted by the customer so I offered to send a technician to their campsite and clean the sewer pipe and sewer tank We scheduled this service to be done Thursday July 6th at 11AM

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowIt is unfortunate that Massanutten has not answered any complaints hereI did not ask for and do not want any vacation planning help or incentives to round up friends and family to get into this timeshare at the time I am actively pursuing a cancellationThe company didn't address the complaints about making reservations or the lies and misrepresentations of the sales staffWe are committed to getting out of this timeshare and want the refund of all moneyWhat the promised us and told us we had is vastly different from what was delivered to us Regards, [redacted] ***

Mr [redacted] ,Please accept our apologies for the lack of communication We attempted to reach you by phone at the numbers that we had on file Our sales office was able to speak with your wife they also sent a letter in response with contact information for you to reach out to them We will be more than happy to send any of the closing documents that you would like copies of for your records You have been an owner with us at the resort since and really strive to keep our owners happy The contract that you are bringing up with your complaint was signed on June 25, and per your complaint you began requesting the contract be terminated in March of 2015, which is well beyond the rescission period As I said we will be more than willing to mail out any documents that you would like and we are happy to assist you in using the time-share in any manner that we can, but at this time we will not be cancelling the contract for the time-share you purchased over two years ago Please let us know if we can be of assistance in helping you understand your current ownership in any further detail.Sincerely, [redacted] ***

Thank you for the opportunity to reply to Ms [redacted] 's complaint.Ms [redacted] ,First I want to apologize for any confusion but the Resort does not currently have a buy-back program Your timeshare is a deeded piece of property that you are free to sell, we highly recommend you avoid any company who is promising they have a buyer lined up for your ownership if you are willing to pay them any sum of money up front We have seen a rise in the number of scams of this nature over the past few years.That said we would prefer to help you in anyway that we can You have owned with us since your initial purchase in and with the upgrade purchase you made in you have a tremendous property to exchange or use here at the Resort If it would be more palatable for your finances your owners association would be happy to set up your annual dues on a payment plan and they can be reached at [redacted] We would also be more than happy to assist you in securing a reservation to use your timeshare.Again we apologize for any confusion and we would like to help in anyway we can to make your ownership with us a good one.Sincerely, [redacted] ***

Thank you for the opportunity to reply to Mr. [redacted] 's complaint.Mr. [redacted] , We will be more than happy to provide any of the documents from your closing that would better help you to understand your purchase. We are also willing to work with you to get your maintenance fees paid up to date so that you can begin using the property that you contracted for back in May of 2015. Sincerely, [redacted] ***

Dear Ms [redacted] ,We are terribly sorry for the illness that the [redacted] suffered during their recent visit to our resort I would like to address their concerns and hopefully they will continue to visit the resort in the future as they are owners here at Massanutten and have been since Our hot tubs at our recreation facilities are checked multiple times a day manually by the recreation staff and they are also monitored hours a day days a week by our automated system to ensure they are chemically balanced for guests to enjoy The hot tub was closed for repairs due to a break in the heat pipe that supplies the tub with hot water We have many guests who take advantage of our hot tubs at the recreational facilities and this is the first report of illness that the resort has been made aware of If we receive any other complaints with regard to health and hot tub use any where in the vicinity of the [redacted] stay we will reach out to them immediately for further investigationThe resort did offer for the [redacted] to stay over for the extra night to recover before their travel Unfortunately, due to the fact that we are a time-share resort the current accommodations are not always available for the next week due to the nature of individual ownership at the resort We are sympathetic to the [redacted] concerns and would be happy to address any further concerns that they might have Thanks for allowing us to respond to this complaint and if there is anyway that I can be of further assistance please let me knowSincerely, [redacted] ***Director of Hospitality AdministrationMassanutten Resort

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The answer you have provided is NOT accepted! You are basically going through and denying every accusation we have made without any proofOf course you will not admit to any misrepresentation of your product or servicesYes, we did sign this contract and that was based on the verbal promises presented to us by your sales menWe had no idea that it was acceptable for your employees to purposely lie and misrepresent this product to us verbally as long as what was actually written in the multiple pages of the contract said the truthThis product was absolutely sold to us as an investment and your employees should be held liable for what they say to your clients verballyWe did not doubt for one second that what we were being told about this product would all be fabricatedWe thought your company was one with morals, little did we know we were completely wrongI understand you do not want to cancel this contract and refund our money however that is exactly what needs to happen here given these circumstancesWe were lied to, deceived, and tricked by your salesmen and the Owner of your company needs to take responsibility for thisRight this wrong and give us our money backWe have tried to handle this between ourselves and your company however your lack of taking responsibility for your salesmen is making it difficultWe have already placed a complaint with the Revdex.com and we will not stop thereThis dispute will not end until this timeshare contract is cancelled and our money is rightfully returned Regards, [redacted]

Thank you for the opportunity to reply to Mr***'s complaint.Mr***,I am truly sorry that you are not happy with your purchase with us I am more than happy to send you any of your contract documents that you feel might better help you to understand your purchase.We have reviewed your contract documents and you have never been denied any ownership or occupancy rights provided under your time-share purchase at the Resort Our policies, procedures, and documentation for time-share sales remain consistent for all of our time-share sales including yours.We have thousands of owners that enjoy wonderful vacations each year and we hope that you choose to become an owner in good standing.Sincerely, [redacted] ***

I am strongly concerned that this business will not follow through as I have already been waiting for someone to call me backHowever, I would like this resolved I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] [redacted]

Thank you for the opportunity to reply to Mrs [redacted] complaint.Mrs [redacted] ,We are terribly sorry about the experience I have children myself and I completely understand the frustration and how upset your son would have been We did advertise on our website the notification of a couple of projects that may impact availability Unfortunately the Park is an indoor facility and this does on occassion cause us to sell out as required by fire marshall we do have an occupancy limit It would seem that your later arrival in combination with the unseasonably warm temperatures that caused poor ski conditions our guests who were onsite must have entered the park prior to your arrival While we certainly appreciate your being upset our staff goes out of their way to ensure our guests create memorable experiences with their families at all of our venues and we don't appreciate your explitive laced review of our staff and establishement on our Facebook account We do hope you will give us another chance in the future and certainly wish your son a belated happy birthday.Sincerely, [redacted] ***

After speaking with the sales manager, it is determined that we remain with our decision not to cancel the contract [redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I am not interested in trying to make a reservation with the resort because I was lied toThe ownership was misrepresented and I want no part of this resortI want my ownership terminated and I want documentation confirming I am no longer an owner Regards, [redacted]

Thank you for the opportunity to respond to Ms [redacted] complaint Ms***, I am sorry for any confusion I would be more than happy to explain in further detail the manner in which your maintenance fees are due There can be some confusion as to how the maintenance fees are paid on a bi-annual product, if that is the case please feel free to speak directly with our owners association at [redacted] I would also be more than happy to provide you with the acknowledgment form that you initialed at closing that covers the maintenance fee that was due to be paid If you feel that setting up a monthly payment plan would be beneficial to spread out the cost of your annual maintenance fees we will be more than happy to set that up for you as well Please let me know if there is any manner that we can assist with your ownership.Sincerely, [redacted] ***

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Thank you for allowing us to reply to Ms [redacted] complaint First, we would like to apologize for any confusion or misunderstanding about the manner in which the maintenance fees are billed During the sales process guests are often shown multiple properties with different purchase options, which can lead to some confusion As part of the purchase process we do provide an acknowledgement form that reviews the maintenance fee process for the particular unit that is being purchased It is my understanding that we had Ms [redacted] closing officer *** reach out to her by phone to help clarify any misunderstandings on how the maintenance fee is billed If we can be of further assistance in assisting with her getting a reservation for the week that she owns we will be more than happy to assist Again thank you for the opportunity to reply to the complaint and please let us know if we can assist Ms [redacted] with the reservation processSincerely, [redacted] ***

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I submitted the letter to the company requesting my contract get cancelled within the timeframe they indicatedInitially the company indicated that I didn't write in to cancel when documentation was provided that I did in fact write in and called in numerous times they still didn't honor the policy they have set in place for cancellations Regards, [redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]