ComplaintsforDisney Vacation Club

• Initial Complaint

  02/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Dear Ms *************************** you for being a Disney Vacation Club Member.Contract(s): ********** Amount Past Due: $1,525.24 Late Fee(s): $25.00 Interest: $23.32 Other Charge(s): $0.00 Total Past Due: $1,573.56 I called DVC ********************* the very next business day at 9:00 am and spoke to a representative. He indicated dues were not set on auto monthly payment or paid in full for this contract membership ending in 39. I own four ************** contracts from Disney and I told him when I log into my account, the display reads that all three membership numbers are in autopay.Here is a screenshot of my memberships and you will see they are enrolled in autopay for this year. I purchased two of the contracts last year and the previous seller paid all dues in 2023 and so 2024 is my year to pay these.Annual Dues Overview Learn About Dues Member ID: ************ Membership Dues Balance $1,328.28 Auto-Pay Scheduled Your next payment of $132.83 is scheduled for Mar 15, 2024 Annual Dues Statement View Disclaimers Contract Information Contract Number:10032165.0 Home Resort:************** at Disney's ******************* Current Amount Due:$0.00 Contract Balance: $1,328.28 Enrolled in Auto-Pay with amount $132.83 View Dues Transaction History Member ID: ************ Membership Dues Balance $1,581.30 Auto-Pay Scheduled Your next payment of $158.13 is scheduled for Mar 1, 2024 Annual Dues Statement View Disclaimers Contract Information Contract Number:10031759.0 Home Resort:************** at Disney's ******************* Current Amount Due:$0.00 Contract Balance: $1,581.30 Enrolled in Auto-Pay with amount $158.13 View Dues Transaction History Member ID: ************ Your account is past due and subject to late fees. Past-due contracts are not eligible for Autopay. To enroll in Autopay, please pay the past-due balance for your contract.Membership Dues Balance $2,680.46 Auto-Pay Scheduled Your next payment of $110.69 is scheduled for Mar 1, 2024 Annual Dues Statement View Disclaimers Contract Information Contract Number:10031750.0 Home Resort:************** at Disney's ******************* Current Amount Due:$0.00 Contract Balance: $1,106.90 Enrolled in Auto-Pay with amount $110.69 *********** needs to remove any interest and late fees as well as allow me to enroll in autopay for this contract. In addition, this company need to display the contract information under membership ending in 39 that clearly indicates enroll in autopay or pay in full. There is nothing on the end users display screen to show this. DVC nested two June use year contracts, but only one displays and it shows enrolled in auto pay. This to me is deceptive to the owners and it was only when I received an email on Feb. 15, one day after due date, that I find out a nested contract not on display has an overdue balance.I was told a supervisor would call me from the company and no one has called to date.

  Business response

  02/27/2024

  We have reached out to the Member and provided the requested information.

  Customer response

  02/27/2024

   
  Complaint: 21307283
  
  I am rejecting this response because:  The company failed to provide a response other than to say they reached out.  
  

  Please respond in detail and in writing your response regarding this complaint.
  
  Sincerely,
  
  *********************

  Business response

  02/28/2024

  Our Member Accounting team has reached out and verbally discussed the details of this complaint with the Member and walked her through our website.  We also directed her to the correct department to discuss any further concerns with her Membership and how it was drawn up.

  Customer response

  02/29/2024

   
  Complaint: 21307283
  
  I am rejecting this response because:

  The business placed two contacts under one membership for the June use year.   The DVC display shows in large icons auto pmts for this membership number was selected and due to take place on March 1, 2024 as shown in previous correspondences uploaded to the BBB.  The owner ************* payments for the membership for which two contracts were located.  The owner learned the day after dues were due as a result of an email and late/intererest fees that in small print at the bottom on the membership screen was another contract number on computer display.  DVC indicated that the owner needs to open up that small (size 10 point) number and elect how to pay dues.

  This display is deceptive for DVC failed to display like all the other memberships I have in large icons that clearly indicates another selection is needed for nested contracts.

  I am requesting that DVC waive late/interest fees and allow for automatic payment as well as to revise their display so that owners like myself are not misled.

  Sincerely,
  
  *********************

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a DVC member for 29 years, been an annual pass holder on/off and even buying a house in Celebration when Disney still owned it. I just found out a week ago that Disney took away 242 of my vacation points the end of February 2023 that I was intending to book a cruise with. They said it was expired even though I kept telling them that last year I was trying to use them up going to all different resorts. I was told the points were deducted from my current use year not from my old use year. So all this time I thought I was using up my old points it was being deducted from my current points??? I was told nothing can be done but I won’t accept it. There are always exceptions depending on circumstances and in this case their online booking system is vague for it not to apply it to expiring points first makes no sense. It’s like they want you to lose your hard earned points and act like it’s ok - we’ll it’s not. And this is the treatment I get from being a member for 29 years and paying my annual dues for that long. I already spoke to member services, Leadership and have not got any satisfaction. They all have the same reply that there’s nothing they can do. We want our points back and if they can’t do that then at least make an offer for room comps, credit towards cruise, something. Their reply is a cut and dried reply just to be rid of me. That’s loyalty to someone who has been a long time member. They didn’t take into account that the Pandemic occurred in that time frame. They said it was “ business as usual.” I understand they have rules but each situation is different and doesn’t always fit into one cut and dried answer. I want a satisfactory solution, an attempt to show a long time member respect and appreciation for long time loyalty. 242 points is worth a week in a 1 bedroom and over 2 weeks in a studio. Where’s their Customer service that there supposedly well known for?

  Customer response

  05/11/2023

   I just wanted to let you know that my problem has been resolved so I need no further action regarding the company. I know you already sent them my complaint but I’d like a chance on your website to say that my problem has been resolved. Thanks for you time.

• Initial Complaint

  01/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We bought a Disney timeshare in 2008. At the time we purchased it we asked if we would be able to make reservations without a lot of notice. We were told that if we tried to book without much notice, we might not be able to get the resort we want, but we would be able to get a room. It has become increasingly difficult to book a room and we have had to resort to wait lists. I tried to book a room for the upcoming weekend and nothing was available, the waitlist did not work and when I called the number to assist with booking to convert the points to use on at a regular Disney hotel, that was not available either (I did not care which room I got using wait list, I just picked two because I could only put in for two wait list requests). Further, there are rooms available to the public and I can reserve one if I want to pay $800-$1000 per night. We bought the points so we would not have to pay the $800- $1000/night. I also noticed that there were zero rooms available using the vacation club points until at least March 2023. Booking months in advance does not help us, as we live an hour away and our children are on competition soccer teams, so it is difficult to plan anything in advance. The only weekend we know there will be nothing other than the summer is the weekend we did book in May; however, that does not resolve my problem for this weekend, any other time we want to book on short notice or for using our other available points. We do not book rooms in the summer because we do not go to Disney in the summer due to heat and crowds. It appears that I have purchased something that is becoming increasingly difficult if not impossible to use, despite being told there would be a room available with short notice.

  Business response

  01/09/2023

  The business has responded to this complaint but has requested their response be removed.

  Customer response

  01/10/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  12/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Disney ****** Trip on Dec. 17-20:Paid a total of $6649.53 to book a 3 night/4 day stay at Disney ******. A winter storm at ****** closed all pools and provided limited dining services on Dec. *****. Guests were told to stay inside and there were limited dining options as outside cafe/snack shops were closed on hotel grounds. Guests were free to leave property to pick up something to eat, but that would have been dangerous considering a storm was taking place. I called up ****** on Dec. 21 asking if I could get some kinds of compensation (discount/voucher) for a ***********, but the staff person said other families were affected and some even paid for airlines tickets. I am not asking to be compensated for airline tickets. i would just like credit for a future visit to ******.

  Business response

  01/03/2023

  We have contacted the Guest and attempted to resolve their concerns. We will await response

• Initial Complaint

  11/08/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My wife and I have recently purchased a DVC resale contract of 50 points for BWV. The contract closed on Sept. 22nd and the contract was added to our existing account on Oct. 18th. After seeing that the contract was added to our account we waited for the points to be placed in the dashboard for us to use. After a week I called to see if the points could be pushed through and added to account. This is a common issue and on our last contract I had to do this. I was told the points would be added shortly to the account. I waited again until I received my first bill for the mortgage on the contract. I thought it was weird that I was going to be paying for a contract that I do not have access to. So I called back DVC and explained to them that I just paid my first months mortgage and all dues are paid and I do not have access to my points and days that we want to sign up for are being booked and we are missing out. At this time the DVC agent said that there was some sort of issue with the account and adding the points could not be added at this time and to check back. So I waited patiently another week and still nothing. So, I then called on Nov. 4th and spoke to another DVC agent. After waiting another hour and a 1/2 she said there is an IT issue with the points being able to be added to the account. I then explained to her again that this is not fair that I can not use my account the way it is deigned to be used and I am paying for a product I can NOT use. I told her that there has been a "IT" issue for 2 1/2 weeks now and no one has fixed it. She then told me "computers will do what they want" .. really!! She supposedly told a supervisor about the issue and I got the same answer that there is no time frame for this and I just have to wait. They put some days on hold for me but I can not see them or make any changes to them. I just want my account to work the way it is suppose to and I want the points I paid for. This dream of owning DVC is becoming a nightmare.

  Business response

  11/21/2022

  We have contacted the Member and resolved their concerns.

  Customer response

  11/21/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  Disney has fixed the issue. I wish it didn't take almost a month and having to fill out a BBB complaint and call them 100 x but it is finally fixed.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Where do I begin? With locations booked up, locations not 100% up, multiple times calling them the phones where down!?! When on website, altercations can only be done via phone (Disney cruise)....a viscous catch-22 circle.I just found out that no extension on point use was given and I lost ***** points just "poof". DVC has made plenty during Covid for limiting available space, reducing phone usage by not hiring people, etc. I'm so upset. They took advantage of us all. Hoping a class action lawsuit will become available. Disney is a poorly run and cheating company.

  Business response

  10/07/2022

  We have contacted the Member and resolved their concerns

• Initial Complaint

  08/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  During Covid, and as a ** resident, I was unable to use 190 *** points. Disney would not allow points to be carried forward, instead offering to transfer to RCI, where, according to the Disney website, there were 000s of RCI properties available. In reality not all RCI properties are available through Disney. The number is limited and, due to relaxation of Covid restrictions, those that are available are quickly booked out by RCI clients.Attempts to telephone Disney from ****** are futile, with caller being told of wait times up to 2 hours. I am currently in ******* at the Boardwalk resort and have attempted to speak to a Disney representative without success. Visits to a client relation area result in me being told I need to telephone member services. Attempts to 'phone member services result in 90 minutes wait and still no reply. I emailed via the *** website and only response was to advise that a representative from member services would contact me, but still waiting. As this is a Friday and last business day before I return to ****** I am again being left in position of being ignored by *** member services.Looking at other posts on this forum the clear impression being that *** have little regard for their members when it comes to resolving complaints. The principle of good service is missing, and, as a member since ****, I leaves a sour taste in the mouth, as I am about to lose the benefit, and cost, of 190 points.

  Business response

  09/04/2022

  We have contacted the Guest and attempted to resolve their concerns. We will await response

• Initial Complaint

  07/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  As a *** member since ****, I have been extremely dissatisfied with my membership in the past few years. We have access to most services online, which would be great if not for the switch to Interval, which has a terrible website. To book our last vacation, I waited an hour and a half to speak to a representative and in the end, unlike with RCI in the past, which had a variety of options, Interval only had 2 on the date I wanted to travel. We chose Moon Palace - Nizuc, which we had never stayed at. It had a 5-star review (and was not exactly cheap either) but we ended up at the worst hotel we have ever stayed in. When we got off the shuttle there was an unwelcome feeling, check-in concierge was rude, and he sent us to a room that was at least 15 minutes from the center of the resort (where everything: pool, restaurants, etc. was located) out of spite. Also, the staff was running a scam with taxi fares. They would make up the cost after going back to their desk and consulting a "pricing board". After talking with others from another hotel we stayed at, we confirmed that they were overcharging by almost double the fare charged outside the hotel. I have never left a hotel before the end of my scheduled trip, but I felt that I could not stay there any longer. Disney charges us too much in dues to have these low-quality "gold crown" hotels. In addition, I booked two rooms during Covid. I was told I could cancel them even the day before without losing points. I had to cancel one of the rooms, and I lost many points. I requested to talk to a manager who days later called back and told me that I had to cancel three days before the trip. There was no negotiation. I've been traveling for years and I don't care about paying for the all-inclusive charge. At least let it be worth the money and what I was promised. I hope the time invested in writing this complaint will be worthwhile. Most importantly, as a member, there should be a way we can complain directly on the *** page.

  Business response

  08/05/2022

  We have attempted twice to reach out to this Member via the phone and have been unsuccessful. We have now sent her an email asking her to reach out to discuss this matter.

  Customer response

  08/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am not totally happy with the Disney's response to my complaint. I was told that they would send the complaint to the "proper leaders", which would "hopefully" bring it up to Interval's attention and "perhaps" have them remove Moon Palace from the resort list. In the end, the representative I spoke to said that I would not be hearing from them on the outcome and that the case would be closed with BBB, which I thought was very dismissive. I mentioned the time it takes to get in contact with a customer service person at **********************, and he said that they are aware of that, but it still doesn't seem that Disney's doing anything to help the situation. He confirmed that it took 1 hour and 30 min for me to reach a representative, but also mentioned that he was on the phone for 3 hours with a client booking a cruise. I also asked if I could salvage any of the points used for this vacation. The answer was a total no and that even if we were to have been staying directly on a Disney resort that is something they would handle at the front desk. For all these reasons I felt like the time invested here was worthless. The only thing the representative said was "thank you for bringing this to out attention", and that if I hadn't reported it they wouldn't have known. However, I feel like Disney is a big enterprise and they should be doing research when partnering with a company like Interval. He suggested that I submit complaints for Interval and Moon Palace as well. It seems to me that they are not going to go as far as contacting the hotel. Another thing, they didn't even know about the hotel. Of course its unreasonable to request that they see every hotel, but they should at least be able to guarantee the quality of a supposed gold crown 5 star resort. I want a further follow up as to what will happen with my complaint. Did it get anywhere? It seems that it was simply put on my file, and assigned randomly to the first representative that answered. The issue was not even resolved.

  Business response

  08/27/2022

  We have attempted to reach Member again and have left a message asking her to reach out to discuss her concerns.

  Customer response

  09/02/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  On August 31, 2022 I got to speak with Disney once again and the tone of the conversation was much more pleasant. I spoke with someone named ***** who was more attentive and eager to find a resolution that would work for both parties. Especially in the sense that he was more receptive to what I have gone through with Interval. At least assuring me that they were going to look closer into the types of properties that Disney is offering to us as members. I am especially pleased that the member points I used for this vacation were returned back to my account. This is more of the approach I would have expected from Disney rather than the absolute no that I got the first time I spoke with them to try to resolve the situation. Thank you BBB for advocating for us, and thank you Disney for listening.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Approximately in 2019, I used points to take a vacation and had 26 points which translates to about $700 that I could not used "banked " or saved for the following year to use. Disney allows time share holders 2 years to use their points. Since we banked them, we only had one year left to use them. We booked a hotel, ******, to use our points for the year., which was still within the time allotted, then COVID shut the world down. We had to cancel our reservation since the world pretty much shut down. Disney never credited my 26 points back since they say I did not use them within the year. I called several times to see if they would extend my points since I was told by several representatives that they were in the process of doing so for others. All the times I called I was told they could not extend the points at the time but they were extending points for other who booked in months before me so I simply had to wait until they got to my month. I recently spoke to Disney vacation and they continue to say they cannot extend my points even though the world shut down and there was absolutely no way I could use them within the two years allotted. I would either want my points back or the money that they are worth.

  Business response

  07/19/2022

  We reached out and resolved the Members concerns positively.

  Customer response

  07/20/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I spoke to Disney representative but they never mentioned that what they offered me was to replace my 26 points. They offered me $95 credit to 5 hotels that I will never use. My 26 points are worth over $700. I would like my money or points back.

  Business response

  07/25/2022

  When we spoke to ******** and explain our offer, he was appreciative of the gesture and the call ended with him in a good place.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have purchased multiple contract directly with DVC, exceeding the number of points needed to be eligible for Membership Extras. When I access my information on the website and on MagicMobile it say I am not eligible for member benefits. When I talked with Member Services they say because I have two separate Use Years I am not eligible because one on its own does not meet the minimum. Reading the contract about Membership Extras is does not state that the 150 points must be under one contract, Use Year, Membership ID, etc. It simply states "Members must accumulate a total of at least 150 Vacation Points purchased directly from DVD" which I have done but am not being provided access to the benefits.

  Business response

  07/14/2022

  We have contacted the Guest and attempted to resolve their concerns. We will await response.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩