complaint letter ???

[Dream1]

From what I understand, and as my honey likes to say "that aint much some times" , the ISO is only updated with claims that involve physical injury claims or loss claims (i.e. car accidents, personal accidents and so on) that may have legal implications. I am pretty sure they do not keep minor "dissatisfaction" claims.

The OP’s claim involved physical injury to her child. She could possibly sue Disney for Damages. This is why they pulled her claim history. If she had a long history of claims, they would have approached the situation differently. However, the OP, as she stated, has only ever filed one claim and that claim is legitimate, so Disney settled her claim. That is why they need her to sign the waiver. It would work the same way if you had your child fall from spilled water in one of the parks and you report it. Disney will check your background and make a decision on offering a settlement or to drag it out in court. I know it is hard to believe, but there are people that go around scamming companies out of money via these types of claims everyday. IMHO---ISO is great. It allows for those that truly experience an accident to get compensated quickly and those that are frauds get found out and prosecuted. We all win.

Anyway, I hope this helps to clear this up a bit more.

 

[joannelee217]

Boy mu ISO must look awful!! Just in the past 6 months (but NEVER BEFORE IN MY LIFE) I sent complaint emails to Radisson (bacause at our anniversary night, we got a jaccuzzi suite where the jaccuzzi didn't even work. . Manager said there was nothing they could do, rooms all full.
Then there was my complaint to WDW about our ASMu resort problems, on the "guaranteed connecting rooms for families" we had booked through the SPECIAL NEEDS dept!
Then, sent complaint to Holiday Inn Express because we were assigned a room, took our key and entered (got a presidential suite, for our dd6 + dd11's first Irish Dancing competition) and there was already a family in there. When we went to the front desk, we were told the hotel was full, had to take a regular room. At rack rate.
Bought a 2005 slightly-used minivan last week. Next morning, took DH + kids for ride in it. DH had ANTS crawling all over him. Took it back to get cleaned. They said they were cleaning it really well by keeping it overnight and getting me a loaner. Next evening, picked it up. An hour later my kids found a bug fogger can in the back seat. We looked under seats, etc. NEVER cleaned. Just bug bombed. Which, according to the back of the can, broke federal law (using in a manner not described on the label.) Ended up calling the bug-fogger company next day to ask how to clean the residue out of the van for safety reasons. He was horrified, had the agriculture dept contact us. THEY filed an official WHATEVER against the car place. Told us that as long as the van still smelled (it did) that there were still too many fumes. Finally, got car dealer to take van AGAIN for the weekend, they supposedly sent it out to an independent detailer for deep thorough cleaning and to replace rugs, etc. But while doing that, they DID grumble to me that "the bug spray wasn't there for very LONG!" We are still battling this, but really, the "settlement" of a few oil change vouchers and scotchguarding our seats (maybe) in the near future doesn't warrant someone adding us to a database!

Sorry, this got really lengthy. Just wanted to say, if they ARE adding me to a database, I sincerely HOPE that they also add what the complaint was, what the complaint asked for (since mine, except the ASMu one, are not seeking ANY compensation or perks .... just want the problem fixed!!) And that way complanies looking into that report can see that, even if one person makes a lot of complaints, they MIGHT all be valid. Could be me, one of the most UNlucky people I know. People actually refuse to dine in restaurants with me, and now to go to hotels with me. My pasta is ALWAYS the one with HALF a roach in it (yes, it happened. No, not at WDW.)

OP, I completely get what you are saying about the mousekeepers needing to clean under the bed periodically. Maybe they do it whenever the bedspread and blankets are scheduled to be cleaned?? EWWW!

So about that report: someone tell me that the report includes the DETAILS!!
Beth

I see you've had your share of problems too.

Houskeeping should ensure a room is completely cleaned after each guest

ours wasn't and it wa gross

Justthe thought , if they hadnt left kleenix and a wrapper under the sheet we would have usedthose dirty sheets

 

[joannelee217]

Read the latest issue of good housekeeping

its about a lady who writes letters to complimant and complain when neccesary.

Imagine the files on her.

But seriously
if service is bad, it needs to be fixed.
Its what good customer service is all about

We don't pay bi bucks to get less than acceptable service do we????

 

[safetymom]

The kleenex and wrapper could have been from the housekeeper and they were clean sheets. No excuse for leaving a mess behind but you may have been worrying about dirty sheets for nothing.

 

[safetymom]

It is all in how a letter is written. I also right letters to companies when they do something good. Most companies expect some complaints. It is all in how you present your situation whether or not they will do something.

 

[MOMOFMNM]

Having three small kids myself, I am in no way saying they should not clean under the bed...No way...of course they should...I am paying WAAAY to much money for a non clean room with shotty service...if I wanted a Travelodge I'd stay there...no of course, they should be cleaning under the beds, yes yes yes!!! However, what I am saying is I do not think I would intentionally place trash under the beds or around the room as a "test." First off, you can tell just by looking without placing trash under the beds, if they are cleaning or not. I am just saying, if somehow my dh or dd's were to ask what I was doing placing trash everywhere would I be comfortable with my answer to them? NO...I think there are other ways to get what I am looking for and making more mess is not the answer for me.

 

[Dream1]

Having three small kids myself, I am in no way saying they should not clean under the bed...No way...of course they should...I am paying WAAAY to much money for a non clean room with shotty service...if I wanted a Travelodge I'd stay there...no of course, they should be cleaning under the beds, yes yes yes!!! However, what I am saying is I do not think I would intentionally place trash under the beds or around the room as a "test." First off, you can tell just by looking without placing trash under the beds, if they are cleaning or not. I am just saying, if somehow my dh or dd's were to ask what I was doing placing trash everywhere would I be comfortable with my answer to them? NO...I think there are other ways to get what I am looking for and making more mess is not the answer for me.

I think she was testing the service. There is no harm in that.

I don't think she made a mess just to make it...or, maybe she did

 

[WDWBetsy]

Here's my take on this situation. Does anyone else think that mousekeeping might possibly be led to believe that a guest has intentionally put stuff under a bed? "Hey, maybe this guest also put the previous item (the medicine or whatever) under there too!" and is trying to A) get comped for their problems or B) get a little sue happy. Sure, the guest could be testing them to see if extra effort is being made to make sure the previous issue was resolved (cleaning a little better and checking under the beds), but this could also be seen as setting up Disney to get something for nothing and to rack up the problems experienced. I'm not saying anyone has done this, but if this were in any way documented by Disney, couldn't this hurt your case for the first issue? I would just be very careful if you try to set someone up. It might just invalidate your claim.

Is it entirely *possible* that a guest checked in to the room after it was clean, then after taking their routine heart pill (or whatever) and dropping one that rolled under the bed, they realized they didn't like the room's view or something and asked to be moved? Then mousekeeping didn't go through the room again since it was previously marked as clean, and it was reassigned to the next guest? This is just one possibility... it's not that far fetched to me.

I'm also thinking that perhaps the mousekeepers are too busy meeting the demands/expectations of some guests to make towel animals to check under the beds...?? Sorry, had to say that.

There are always going to be people who try to get something for nothing (take the woman who put the finger in a bowl of Wendy's chili as one example), and it's up to the rest of us to be honest and have realistic expectations on what a resolution should be (free tickets, comped room, etc.) based on the type of problem experienced. Companies are going to do some research using ISO databases to make sure they don't have a chronic lawsuit-happy individual on their hands, but they can also utilize guest services people who exhibit empathy and compassion when dealing directly with the guest who has a complaint.

I have to wonder if the OP was dealing with a claims adjuster who doesn't work for Disney but was contacting her on their behalf? That might be why the OP was not getting the best Disney service or treatment.

Yes - having a child choke on something left in a room is a serious issue, but a child can choke on something they find on the ground in the parks as well. I am not in any way excusing the wall anchor being left under the bed. I think it's wonderful if people are trained in CPR and know how to react in an emergency situation regardless of how the object got there.

 

[dennisnlisab96]

WDWBetsy...I called Angela back and she is with Risk Management for Walt Disney. And she sure didn't have a friendly Disney attitude!

 

[WDWBetsy]

WDWBetsy...I called Angela back and she is with Risk Management for Walt Disney. And she sure didn't have a friendly Disney attitude!

I would definitely ask for her manager. Her attitude is really bad and they need to know about it. Sorry you had to experience all this grief!

 

[Marilyn Mc]

I asked her why she would have that kind of info and she told me they were able to look at claims we have ever made?? Why and how does Disney have the right to this information.

Does this concern anyone else????

I have no problem with it. I don't make it a habit to sue people. WDW needs to know if they're dealing with folks who make a living out of lawsuits. There are folks like this.

 

[dennisnlisab96]

I don't have a problem with it either now that I understand why they do it. I was just shocked when she told me she had that info..

 

[Disneysnel]

Just my 2 cents....
I don't care where I stay or what I pay - whether it is a cabin here in the mountains, the Ritz-Carlton or a "moderately" priced Disney Hotel. I expect 3 things: A safe, clean enviroment for my family to stay in, helpful and courteous employees and reasonably maintained grounds.

Please know that I have loved Disney all of my life, but you have to admit that you are paying about twice the amount nightly that you would pay for the same room at a non-Disney hotel. IMHO, you are paying for the attention to detail and the magical experience of staying on Disney property.

It is hard to have a magical experience when your baby chokes on something found under the bed and the chair in your room breaks!

To the OP: I think you should ask for half your money back because this was not an "accident" this was from someone not doing their job!

Sorry to be so rough but this really makes me angry and how anyone could think that this is an "excusable" (sp?) situation is beyond me.

If they have to keep giving guests half their money back maybe they will get the message to hire more CM's and pay them more - we all know they can afford to do so.

FYI: My kids are grown-ups and I don't have any grandchildren yet - but hopefully someday , I will and the first place I will take them is to WDW - as long as it is SAFE for me to do so.

 

[disneyfan3]

All I have to say to disneysnel is AMEN !!!!!
Lets all think about what could have happened if she didn't know what to do to save her child?? Have people gotten so calloused that they defend the housekeepers because they don't get paid enough???? What about firefighters?? They don't get paid enough! If your house burned down is that what you would say??? I would go straight to the supervisor. I would tell Angela that her response is unacceptable and that we are talking about the life and death of a child. I know you are really angry but as one mother to another I would defend myself a little but more agressively. Keep going higher up until you get a compassionate response. You will eventually get someone. I know disney has to be careful because everyone is sue happy these days. I was just at the ritz in naples and I can tell you that the WHOLE staff is well trained!! Just like disney used to be. Please let us know if you get satisfaction that makes you feel better. I am so happy that your precious child is alive because of your quick response.. God bless

 

[maxiesmom]

Everyone needs to realize that not all people have a good work ethic. There will always be people who look to do their jobs the fast and easy way. No matter what you pay them. Disney cannot guarantee that every one of their cast members are hard workers. Nor can any other company. I'm sure Disney could hire room inspectors, but then who would check on them? Should the rooms be spotless? Yes! But can it be guaranteed? No! I don't mean to be rude, but IMHO that is life and life is not perfect. We have to lookout for ourselves and not assume someone else will do it.

 

[dennisnlisab96]

maxiesmom...I understand what you are saying but it seems that everyone involved has a bad work ethic....the maintenance guy who dropped the wall anchor on the floor (okay maybe not him), housekeeping for not vacuuming under the bed, the house keeping supervisor who told me (on Saturday) she would get back to me when she found out the last time maintenance had been in the room...on Monday I finally went to Guest Services to find out what happended...she said she forgot, Angela in Risk Management who said " I am not sure how far the vacuum reaches under the bed" and "what ifs are not someting I am willing to discuss". !!!!!

Please understand I just wanted to feel like someone/anyone cared the my could have died.

 

[DebbieB]

I don't have a problem with it either now that I understand why they do it. I was just shocked when she told me she had that info..

I don't think she should have thrown that back in your face that they knew that. It insinuates that the WC claim could have been fradulent and puts you on the defensive. If you actually filed suit, I could see them bringing that out but not at this point.

 

[Sammie]

Just my 2 cents....
I don't care where I stay or what I pay - whether it is a cabin here in the mountains, the Ritz-Carlton or a "moderately" priced Disney Hotel. I expect 3 things: A safe, clean enviroment for my family to stay in, helpful and courteous employees and reasonably maintained grounds.

Please know that I have loved Disney all of my life, but you have to admit that you are paying about twice the amount nightly that you would pay for the same room at a non-Disney hotel. IMHO, you are paying for the attention to detail and the magical experience of staying on Disney property.

It is hard to have a magical experience when your baby chokes on something found under the bed and the chair in your room breaks!

To the OP: I think you should ask for half your money back because this was not an "accident" this was from someone not doing their job!

Sorry to be so rough but this really makes me angry and how anyone could think that this is an "excusable" (sp?) situation is beyond me.

If they have to keep giving guests half their money back maybe they will get the message to hire more CM's and pay them more - we all know they can afford to do so.

FYI: My kids are grown-ups and I don't have any grandchildren yet - but hopefully someday , I will and the first place I will take them is to WDW - as long as it is SAFE for me to do so.

If a guest rips a picture off the wall and a wall anchor rolls under the bed, then I do not see how it could be anything other than an accident that maintenance or housekeeping missed it. If they knew it was there and left it then it is neglect. I do think they should vacumn under the beds, but sometimes things just get overlooked or missed. My point is we are not sure how the anchor got there. As Maxiemom said we just have to sometimes take responsibility for our own protection.

And yes guests at Disney have tried to take the pictures on the wall home with them. I guess they think they go with the "free" towel animals.

 

[Sammie]

I dont think the OP was looking for any money or compensation just wanted her letter to be read.

And it was.

 

[dennisnlisab96]

Now that I am thinking about I am wondering if she really did have access to the whole file...my husband was in the hospital over night and I am not sure how long the woman who hit him was in for. If she had been able to read the whole file maybe she wouldn't have said anything???

Dream1...do you think she had access to the whole claim? It was WC bcause he was on the way to work in a company van.

Sammie...I never thought about someone trying to take a picture off the wall....I guess people will try anything!!!!