Complaint Category: None of the Above - Customer Service Complaint Issue
Complaint: Treated terrible at a visit, asked never to be contacted again and they continue to try to sell me their product. In August 2012, I went on a tour for a vacation club at Disney. I had brought cash with the intention of purchasing. I was unhappy with my sales person and they way I was being treated. He attempted to rush me out and told me that "Disney Vacation Club wasn't for me and I shouldn't come back on another tour." I never received the fast passes promised in time to use before I departed and he tried to get me to leave without allowing my daughter to get her ice cream she had been told and promised about. I was walking through Epcot with my daughter in April 2013. She saw a lady with pins that worked for the vacation club that she wanted to trade with. We went over and spoke with her. She asked us if we'd be interested because of the number of times we goto Disney. I told her about my last experience and made it clear that I would never go on another tour with them, that I was disgusted by the way I was treated and that when I called from the hotel to voice my concerns, I received no response back in August. After departing in April 2013, I received calls from the vacation club saying I had expressed interest in receiving information when I was on my last visit. I told them absolutely not and to never contact me again. I then received calls after that and spoke with a manager/supervisor about my experiences and they promised I would never be contacted again and they took the info on how I was treated when I came there to purchase 200-300 Disney Vacation points in August 2012. They asked if I cared to receive a call about my experiences and to see if they could make it up to me and I told them absolutely not. I was treated like a piece of dirt and was disgusted by DVCs sales practices. I didn't care to hear the result of their investigation etc and that I never wanted to be contacted again about DVC and I was assured they would make sure I never received another call or piece of mail regarding DVC. On June 22, 2013 I again received mail regarding DVC addressed to me. I called and asked to speak with a manager and was denied and told they wouldn't contact me anymore. This business has sales practice and marketing issues that need to be addressed.
Business' Initial Response July 9, 2013
VIA BBB Website Response and E-mail
Re: Case # XXXXXXXX; ****** *****
We received your correspondence to Disney Vacation Development, Inc. ("DVD") dated June 25, 2013 and Mr. ****** *****'s complaint. Thank you for bringing the above-referenced matter to our attention. As you know, providing excellent guest service is a priority for us and we value our reputation and relationship with the Better Business Bureauï¿½® of Central Florida, Inc.
We are very sorry to hear that Mr. ***** had bad experiences with us. We appreciate the feedback from Mr. ***** as we are always striving to make our processes and guest experiences better. We strive to surprise and delight our Members and valued guests.
I have reviewed Mr. *****'s complaint, as well as our internal documentation relating to this matter. Although we are disappointed to hear that Mr. *****'s experiences fell short of his expectations, generally speaking, we fail to understand what actual harm Mr. ***** is alleging in his complaint since Mr. ***** has not purchased a membership through DVD and is under absolutely no obligation to do business with our company. Regardless, we have sorted Mr. *****'s allegations into three broader categories for purposes of this response: (1) telemarketing and related permissioning issues; (2) concerns regarding sales practices; and (3) guest experience matters.
(1) Telemarketing and Related Permissioning Issues
Mr. ***** alleges that we continually solicit him after he repeatedly asked us to stop contacting him. We do not believe these assertions to be true. After careful review of our records, prior to June 2013, we have no record of receiving any communication from Mr. ***** requesting that we do not contact him. To the contrary, our records reflect that he continues to re-engage with our Cast Members and even recently stopped by our company's kiosk to request additional information which prompted representatives of DVD to call Mr. ***** again. Please know that we have flagged Mr. *****'s account to ensure that he is not contacted by DVD in the future so this should no longer be an issue.
(2) Sales Practices
Although Mr. ***** did not purchase a membership with DVD, he alleges that there were issues with DVD sales practices, and specifically that he did not receive Fast Passes ** ice cream at the conclusion of his tour. Our records reflect that he received 5 Fast Passes *** nothing in the record indicates any denial of ice cream. Mr. ***** specifically noted that he did not want to receive a call offering any guest satisfaction measures. However, please know that we would be more than happy to provide an additional five Fast Passes *** ice cream as a good faith measure should Mr. ***** want to accept this offer.
(3) Guest Experiences
Mr. ***** alleges multiple sub-par guest experiences and we have captured those perceived issues as follows: * Guide attempted to rush Mr. ***** * Guide made statements that Mr. ***** should not come back on another tour * Mr. ***** did not receive a return call from a complaint he made from the hotel in August 2012
Mr. ***** repeatedly expressed dissatisfaction with his Guide and alleged specific facts. DVD would never endorse such behavior. After this was brought to our attention, DVD decided it was in the best interest of all parties to switch representatives and Mr. ***** had been working with a new Guide subsequent to his visit in August 2012 and prior to his request for no further contact in June 2013.
With all due respect to Mr. *****, we believe his allegations are without merit. Regardless, we wish to engage in efforts to satisfy Mr. *****. We believe he has requested two things: 1) a formal handwritten apology, and 2) a letter from the head of DVD. In full satisfaction of these requests, we hope that Mr. ***** will accept at this time this letter to you as our sincere apology that he had a bad experience.
We hope that this response will satisfactorily address the complaint of Mr. *****. We are continually committed to providing excellent guest service. Thank you for the opportunity to respond to these concerns. Feel free to contact me if you have further questions.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
Complaint Category: Failure to honor service estimate or agreement
Complaint: Unable to use our points per outlined contract. Attempted to book a vacation for our family but was told no accommodations for 6 (not availability) I have attempted to contact DVC several times regarding this issue and have gotten nowhere. 2 emails and 2 phone calls without any success and I was forced to resolve the issue through this route. and thought I would give this a try. My husband and I purchased 4 contracts under the Disney Vacation Club a few years ago. Besides finding the website archaic and overly simplistic (since this is the DIsney company and one would expect a better website that works properly), we have been unable to use our points. We saved our points and are going to borrow points from next year such that we have 960 points each (for a total of 1920 points). Based on the charts, this should allow us to pay for 3 people under Adventures by Disney for the Italia Bella tour and we can pay for 3 people. Our family consists of 2 adults (my husband and I) and 4 children: ages 14,12, 11, 9. We are attempting to go on a tour this summer and can begin this tour anytime from June 24th through July 5th since we have a vacation planned for this summer and will be in Europe for a month. Our tour dates are very flexible and the dates are wide open per the website as far as availability. This past Tuesday April 2, my husband called DVC and was on the phone for 52 minutes without any success whatsoever. It is an understatement to say this was a frustrating experience. Apparently, there is only one room that can accommodate 3 people in the hotel so if they take the points out of our account and they cannot find a second room for the rest of our party, we are out of the points. We were informed that the rooms only accommodate 2 people but they have 1 room that will fit 3 people. So again the operator stated it was not an issue of availability as all the tours were open and available. If they booked the tour for the 3 people in our family and we were unable to pay for the other 3 people in our party because Disney could not find another room that could fit 3 people (which would mean we would not be able to go on the trip) then we would lose the points even though the timeshare could not accommodate our request. I am amazed that Disney, a company that bases itself on families and children, cannot figure out a way for a family of 6 to travel. Per DVC, families of 4, 5 and more are always featured. No one informed us when we signed up and purchased $64,000 worth of timeshare that families of more than 3 would be almost impossible to find accommodations for. They gladly took our money and made it seem like everything would be easy. There was no reason for us to question the Disney company in being able to find hotel rooms for a family with children since this is the entire premise behind this company. The operator's solution was to call back every day and see if there are any availabilities. I found it very interesting that when I called Adventures by Disney but did not state that I was using DVC points, they assured us that they could easily find us accommodations. The operator there informed me that they had availability for the July 3 and July 7 tour dates for the Tuscany trip we are trying to take. When we spoke to the DVC representative, we informed her that our dates were flexible and we would even consider other tours even though they were not the tours we wanted. She again stated it was not a matter of the dates or the tours we were picking but the size of our group. This is clearly a problem of not fulfilling their contractual obligation and of horrendous service. As much as my husband and I would love to spend an hour on the phone daily, we are both physicians and are unable to do this. I cannot stop seeing sick patients and my husband cannot suspend his surgeries so that we can spend an incessant amount of time on the phone trying to obtain what is rightfully ours as well as spending more than $15,000 for the other 3 family members. There must be a simpler solution and I need someone to contact me re this. ****** ******,***
Business' Initial Response As a Disney Vacation Club Member, the ability to utilize points to book a vacation exchange or a trip through Adventures by Disney are incidental benefits(Florida Statutes Section 721.075). Accommodation availability for DVC Members utilizing this benefit are the same as it would be for any other consumer. Dr. ****** ****** was provided assistance by employees in the DVC Member Services department on 4/5/13, who were able to transfer points between Dr. ****** and her husband's Memberships so that the booking and confirmation of their desired vacation and accommodations could be finalized. Through this assistance, the issue was quickly resolved and Dr. ****** confirmed her reservations with DVC Member Services on 4/6/13.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
Complaint Category: Failure to provide promised assistance or support for products or services
Complaint: The Disney vacation club is using deceptive business practices to return an unwanted timeshare. They are stalling with the paperwork and getting addit ***** ****** account number: XXX-XXXX.000
On October 4, 2012, we called the Disney vacation club member services department and spoke to******** a members of accounting. We indicated very clearly explained to her that we could no longer afford a vacation club membership due to monthly payments that we were not interested in selling our membership simply needed out of the contract all together. She then indicated that she would send to us the proper paperwork that we needed to fill out referred to as "warrantee deed in lieu of foreclosure". At that time, I asked how long it would take to get the paperwork, she stated that the paperwork would go out in the mail that day October 4, 2012. She also stated that when we receive the the papers that we need to go get them notarized and mailed back as soon as possible. On October 15, 2012 we call the office once again because we have not received any paperwork from Disney vacation club membership accounting service. We asked about the paperwork previously discussed on October 4, 2012 and******** stated that the paperwork was mailed. We called again on October 22, 2012 to inquire as to the whereabouts of the paperwork. We called again on October 29 and then again on October 31, 2012 we still had not received any paperwork from Disney vacation club membership accounting. Each time I inquired about the warrantee deed in lieu of foreclosure all we were told by******** and are ***** is at the paperwork was mailed and we should be receiving it at any time. The paperwork finally arrived at our home more than one month later on November 8, 2012 we then contacted our bank and made arrangements to get the paperwork signed and notarized as instructed by******** on the day we made our very first inquiry October 4, 2012. We then went to our bank on November 12, 2012 and had the papers notarized wheeze in the mailed the papers back to Disney vacation club development, Inc. And they received them on November 16, 2012 in the meantime, we had been receiving bills from DVC each month and each month I had called the number on the bill and they told me to disregard the bill because it sometimes takes a few months to get it all straightened out in the system. I have mailed the bills back in envelopes that included with indicated we are no longer members. Since November 16, the papers had been set-on and never once a call to us or a written notice that the papers also needed to be signed by two witnesses on the date they were notarized. In every conversation with******** are ***** they both said to have the papers notarized and neither one of those ladies ever said to have them signed by two witnesses. Our records indicate that since October, November, December 2012, and January 2013 Disney vacation club had the "warrantee deed in lieu of foreclosure" with no action being taken. On February 7 we received another set of paperwork indicating that the new set of paperwork must be notarized and two witnesses must have signatures attached to the paperwork. On the same day February 7, 2013, we received a letter from Disney's vacation club stating that are membership fees are past due and now they are being turned over to a lawyer for foreclosure. As residence of the state of Illinois it is very difficult for us to make a personal appearance to the Disney vacation club main office. We are very dissatisfied with the timing, information given, and the disrespect for not getting back to us in a timely manner with the proper instructions. In my opinion this is a blatant attempt to withhold a legal document to achieve more money from their members. It is not are attempt to hold up any funds that is deserving but to hold up the paperwork to achieve more funds is in my opinion deceptive business practice. It is my hope that we can settle this disagreement as soon as possible. It has now been five months since we first contacted the Disney vacation club on October 4, 2012 and no action has been made on DVC side.
Business' Initial Response March 26, 2013
VIA BBB Online Response and E-mail
Better Business Bureau of Central Florida, Inc. 1600 S. Grant Street Longwood, FL XXXXX
Re: ****** ******; Case #XXXXXXXX
We received your letter dated March 12, 2013 addressed to Disney Vacation Development, Inc. ("DVD"). Thank you for the opportunity to address Mr. ******'s complaint.
We have reviewed the documentation you sent us, as well as our internal documentation relating to the complaint from Mr. ******. We understand that Mr. ****** began discussions with our Member Accounting department on October 31, 2012. Mr. ****** requested a deed-in-lieu of foreclosure and the document was mailed to Mr. ****** the next day. Mr. ****** sent back the document, but unfortunately, it lacked the required witness signatures and could not be processed. Mr. ******'s properly signed deed-in-lieu of foreclosure was received by DVD on March 17, 2013.
One of our representatives from Member Accounting called the ****** household on March 26, 2013, spoke with Mrs. ******, and provided an update on the status of the ****** family's deed-in-lieu of foreclosure. We informed Mrs. ****** that the deed-in-lieu of foreclosure was mailed to the Orange County Courthouse for recordation on March 21, 2013. We walked Mrs. ****** through the next steps and asked if she had further questions. We understand that the ******'s concerns have been addressed and that they have no further questions.
We hope that this response will satisfactorily address the complaint of Mr. ******. Thank you for the opportunity to respond to these concerns. Please feel free to contact me if you have any further questions.
****** S. ****** Manager of Compliance Disney Vacation Development, Inc.
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.
Complaint: Disney Vacation Club as failed to send for recording a Satifisfaction of Mortgage for a mortgage that was poad in full on 12/17/2012. On 12/17/2012 I paid in full the mortgage on my DVC Timeshare. I was informed by DVC at that time it could 8-10 weeks to receive the Satisfaction of Mortgage back from the Orange County Comptroller due to the time it takes the county to process. Today is 2/12/2013 and after speaking with the Orange County Comptroller Disney Vacation Development has never sent the Satisfaction of Mortgage for recording. According to the Florida statute below I should the Satisfcation of Mortgage should have been recorded and sent to me with 60 days. Please read per below taken directly from the Orange County Comptroller website:
"Florida Statue 701.04â€ƒCancellation of mortgages, liens, and judgments.-(1)â€ƒWithin 14 days after receipt of the written request of a mortgagor, the holder of a mortgage shall deliver to the mortgagor at a place designated in the written request an estoppel letter setting forth the unpaid balance of the loan secured by the mortgage, including principal, interest, and any other charges properly due under or secured by the mortgage and interest on a per-day basis for the unpaid balance. Whenever the amount of money due on any mortgage, lien, or judgment shall be fully paid to the person or party entitled to the payment thereof, the mortgagee, creditor, or assignee, or the attorney of record in the case of a judgment, to whom such payment shall have been made, shall execute in writing an instrument acknowledging satisfaction of said mortgage, lien, or judgment and have the same acknowledged, or proven, and duly entered of record in the book provided by law for such purposes in the proper county. Within 60 days of the date of receipt of the full payment of the mortgage, lien, or judgment, the person required to acknowledge satisfaction of the mortgage, lien, or judgment shall send or cause to be sent the recorded satisfaction to the person who has made the full payment. In the case of a civil action arising out of the provisions of this section, the prevailing party shall be entitled to attorney's fees and costs."
As of today it has been 57 days since my mortgage was paid of and after speaking with DVC this morning they still have not even process and sent the Satisfaction of Mortgage for recording. That is unacceptable and based in the information listed on the Orange County Comptroller in violation of the Florida statute regarding this matter.
Business' Initial Response Contact Name and Title: ****** ****** Contact Phone: XXX-XXX-XXXX Contact Email: *****@disney.com We received your letter dated February 14, 2012 addressed to Disney Vacation Development, Inc. (DVD). Thank you for the opportunity to address this complaint.
We are happy to note that our team was able to address the member's concerns and help him to understand our process for sending out the Satisfaction of Mortgage documents. A Disney Representative spoke with Mr. ****** on February 13, 2013 explaining our process in handing these matters. It was communicated to the member that a Satisfaction of Mortgage would be arriving shortly.
Thank you for providing an opportunity to respond regarding this matter. We hope that this response is deemed satisfactorily, and that your office can officially close this complaint. Please feel free to contact me if you have any further questions.
****** ****** Manager of Compliance Disney Vacation Development, Inc. Phone: *****@Disney.com
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
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*Disney Vacation Development, Inc. is in this range.
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