Complaints

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• Initial Complaint

  Date:06/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  David's Vacation Club Rentals needs to understand, normally there is more than one owner of Disney Properties. Therefore, my husband who was sick at the time with cancer, contacted David's to sell our Disney points. Since then my husband has passed and I contacted David's Vacation Club Rentals, in September 21,22, to better understand how this process works. I spoke with ****** from David's took the time to explain partial money is received and when Disney points are booked and the remaining payment is when they check into there vacation. I was told $18.00 a point, when I received the remaining payment it was short, spoke with ****** ****** (Team Leader), she stated that ****** miss spoke and gave me the wrong amount. I did let her know my husband had brain cancer, they should not book without all owners approval. Therefore, I am still missing $620.00, that I told from their representative and ****** did hear the call, since all calls are recorded.

  

  Business Response

  Date: 13/12/2022

  I understand your frustration given the stressful circumstances your family is facing. When your husband, ****** ********, contacted us to list his points, he reviewed and agreed to all of the terms and conditions of the Intermediary Agreement for these points, including the $16 per point to be paid out upon their rental on August 22, 2022. Per our website, because the reservations he secured were set to check-in less than 7 months from the date of rental (secured on September 12, 2022 and check-in date was November 28, 2022), $16 per point is the most compensation offered for these points. A reservation was secured by your husband on September 12, 2022 and was paid per our payment terms the first 70% of the funds owed on the points used on the same day. Because he had remaining points left to still rent out, we updated our system to show that those unused points could be rented out at $18 per point, should they be used for a reservation made 7-11 months prior to check-in. Unfortunately, due to his passing, we never were able to complete a reservation with those points at that updated rate, and his unused points were removed from the system. When you spoke to ****** (Vacation Coordinator) on September 21, 2022 after your husband passed, ****** referenced our system with this updated information, and erroneously assumed it applied to the reservation that had already been secured within 7 months at $16 per point. When you spoke to ****** (Team Leader), she was able to see where the oversight in ******** call came from, and successfully corrected this information with you. The guest for the reservation in question had already checked-in on November 28, 2022, and the final 30% payment owed to your husband had already been paid out at $16 per point, per the terms and conditions of our Intermediary Agreement that he had accepted. While ****** made a mistake over the phone, we have explained to you verbally as well as in writing (per the intermediary agreement) why there are not any additional funds owed to you. The reservation was made for $16 per point, and was paid out to your husband in full at the agreed upon rate of $16 per point. No other points were rented out, and none of those that were rented qualified for any increase in funds. 

  

  Business Response

  Date: 20/12/2022

  We have acknowledged that there was an error in information provided over the phone due to our representative understanding the information incorrectly. This however, does not negate the legally binding contract that your husband signed and agreed to on August 22, 2022. The contract states that the points will be listed for rental at the compensation rate of $16 per point for any reservation made within 7 months of check-in. A reservation was made on September 12, 2022 for check-in on November 28, 2022 (less than 7 months in between the two dates) and your husband was paid out at the agreed upon rate of $16 per point for the 310 points rented, per our payment terms. The first 70% ($3472.00 USD) was sent on September 12, 2022 when the reservation was made. The remaining 30% owed ($1488.00 USD) was paid upon the guest's check-in on November 28, 2022. At this time, we have met our contractual obligations and no further funds are owed to you.

  Customer Answer

  Date: 04/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: Their representative gave incorrect information that was requested, we should meet in the middle as for the funds.
  
  Sincerely,
  
  ********* ********