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Complaint Details
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Initial Complaint
10/16/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My mother *************** purchased a time share from Disney Vacation Development in 2007. She recently passed away on June 9th, 2021. This creditor was notified with a Death Certificate on August 10, 2021, as well as a brief letter, to make this business aware of the circumstance. Our family has received several notices requesting annual dues payment. We have corresponded by phone calls,(September 3rd, and 13th 2021 to be exact) spoke with Maria@4:15 pm, as well as another representative in Customer Billing only to be given a bogus email address. I have attempted to resend the Death certificate, all to no avail. We have been informed the Administrator is the only person authorized to receive this information, and update the account. The Loss of someone very Important to our Family has been difficult enough, without pressure to pay a Debt that is not My responsibility. We have been trying to get info to the correct Source, and appreciate any assistance you can offer. Thank You!Business response
02/18/2022
Business Response /* (1000, 5, 2021/10/29) */ The business responded to this complaint but asked that its responses not be publishedInitial Complaint
09/29/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
As a Disney Vacation club member since 2011, it has been almost ten years. I receive 3600 points every year because I pay the annual due ( more than $20,000 per year ). My family used those points to take cruises and stay in the Disney resorts. Since the Covid-19 pandemic, we were forced to cancel the two cruise reservations during that unprecedented time. However, they could only refund the " RESERVATION " points, which are ONLY available for use at Disney collection resorts when conditions are allowed. You CAN NOT use those points to book a villa or a studio. As a loyal DVC member for ten years, we always paid the fees on time. I feel Disney invades my legitimate rights and interests because we cannot book a villa and a studio. Even I choose to refund those points to be " Vacation " points; those points will be expired by January 31. I want to address that most of the resorts are fully booked for this year. I will never get a chance to use up those points!!!!Business response
11/08/2021
Business Response /* (1000, 5, 2021/10/12) */ We have contacted this Member regarding is concern and provided appropriate information.Initial Complaint
09/27/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
Access to my DVC membership is terrible. I have been given conflicting information. Further I found myself asking for a manager to call back only to have support lecture me about how I was wrong even though she has no details about previous conversations. Phone support is terrible if you can even get through. Online services are limited and don't support all features (you have to call). COVID handling by DVC has been a offensive. I have had to bank because I could never reach support. Today 9/27 I called to try and use 190 points set to expire 10/1. I was told it's too late to deposit to RCI (that was the only use I had). I was told I would have to book before they expire. I tried to book online for December, but the site didn't give access to these points. I called and was on hold for 30 minutes (actually lightning quick for DVC service). I'm told I can only use if I travel to Disney by 10/1, 4 days away. I asked for a manager to discuss selling. Was told to call sales department.Business response
11/05/2021
Business Response /* (1000, 5, 2021/10/01) */ We were able to contact the Member and reach a resolution for their concerns.Initial Complaint
09/15/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
Disney has adversely affected the value of my vacation club timeshare by doing away with the traditional fastpass and instituting a pay for service fastpass system (Disney Genie +). My property is now worth less because the cost to attend the park has jumped drastically with the new policy. The new policy has also made the experience unsatisfactory in that they are just trying to gouge their current members to get more money out of them. Further, the contract by which I purchased the DVC property limits the devaluation of the property and or point cost of rooms. They have effectively increased the point cost of rooms.Business response
11/05/2021
Business Response /* (1000, 5, 2021/09/29) */ We were able to speak with this Guest regarding their concerns and have provided them with appropriate service based on the circumstances.Initial Complaint
09/10/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I am currently a Disney Vacation Club owner. I have 160 points that were "banked" into 2020 due to COVID accommodation from the prior year. Previously, I could not use these points due to my family having pre-existing medical conditions making travel life threatening. Upon attempting to use these points (given a October 1, 2021 expiration) I found that the inventory of available rooms was non-existent. I attempted to make a reservation for April 13-20, 2022. A DVC representative kindly allowed me to "bank" my 250 "2021" points but they expect me to lose the 160 from the prior year. Quite simply, I couldn't travel in 2020 nor 2021 due to COVID and the lack of available rooms due to limited capacity is not under my control. Therefore, I do not believe it is fair or equitable that I lose the use of these points. Further, I paid maintenance for the period that I could not benefit.Business response
11/05/2021
Business Response /* (1000, 5, 2021/09/21) */ We we're able to contact the Member and come to a resolution for his situation. Consumer Response /* (2000, 7, 2021/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am in agreement with the actions taken as they resolve my complaint.Initial Complaint
09/04/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am an owner at the Disney Vacation Club. We purchase points which gives us a week every year in our choice of hotel stays within the Disney Vacation Club. Points are usually used once a year but can be held over for a second year. BECAUSE OF THE COVID pandemic we were unable to use our points which would ordinarily expire this year and this world renowned conglomerate refuses to extend the allowance period and is forcing us to forfeit our points which is basically stealing back our monies. I understand they have specific rules and regulations but in these horrendous, very unsettling times with COVID, Children under 12 years of age not being able to receive vaccinations, the state of Florida basically being the worst state in the USA for COVID, Flights being cancelled, families testing positive after vacationing there etc. It is just to high risk for me to take my daughter to Disney. This very lucrative company refuses to work with me and extend my unused points. Totally unacceptableBusiness response
11/05/2021
Business Response /* (1000, 5, 2021/09/09) */ We have contacted the Member and worked towards a resolution of their experience.
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Customer Complaints Summary
75 total complaints in the last 3 years.
8 complaints closed in the last 12 months.