Looking for a contact person in upper management at DVC

[coastrnut]

I am having an issue with using my points with Member Services, and I am getting nothing but a run around with Member Services.
I have tried calling several times, asking to speak with a supervisor and keep getting told I will receive a call, but never do.
When I do get to speak with someone, all I get is their 'company line'.
I need to find a contact name and either phone number or email address of someone higher up in management at DVC to speak with regarding my points issue. If anyone can help and point me in a direction of who to contact I would greatly appreciate it.

Thanks

Gary Moyer

 

[sethschroeder]

What is your issue?

 

[CarolynFH]

I am having an issue with using my points with Member Services, and I am getting nothing but a run around with Member Services.
I have tried calling several times, asking to speak with a supervisor and keep getting told I will receive a call, but never do.
When I do get to speak with someone, all I get is their 'company line'.
I need to find a contact name and either phone number or email address of someone higher up in management at DVC to speak with regarding my points issue. If anyone can help and point me in a direction of who to contact I would greatly appreciate it.

Thanks

Gary Moyer

Several people have had success sending email to DVCMemberSatisfactionTeam@DisneyVacationClub.com.

 

[coastrnut]

What is your issue?

I have a vacation scheduled for January. I have 37points from 2019 that I need to use by the end of January or loose them.
But, due to the on-going covid-19 mess, I at this point do not want to take the risk of traveling with the increase spiking in covid-19 going on right now. I am also in a high risk category, and have been advise by my doctor not to travel at this time. I made the reservation back in August with the hopes that the covid-19 situation would be getting better, now worse.
Now DVC is saying that the only thing that they can do with my 37 points is roll them over to RCA, or loose them.
I don't want to roll them over to RCA - I want to be able to use them at some point in 2021 once a vaccine is available and we start to get this covid-19 thing under some sort of control.
I was told by talking to a normal DVC member last week that they are handling this on a case by case basis, and a supervisor would get back to me.
Was called today, they left a message for me to call back. I did, but was not able to talk to a supervisor, and the person was only once again giving me the 'company line' that RCA or nothing. Was put back in the queue for another call back from a supervisor (after I thought that was who I was speaking to - I found out it wasn't.) -- so, once again, more time wasted.
I totally understand that Disney World is open for business and that they are doing the best that they can, but, I feel that at this time, they need to make some adjustments for people who are unable or unwilling to travel at this time.
For the thousands of dollars we spend on DVC only to be told RCA or nothing to me is not acceptable.
Any ideas of where to go from where would be helpful.

 

[coastrnut]

Several people have had success sending email to DVCMemberSatisfactionTeam@DisneyVacationClub.com.

Thank you - I will try that option as well!

 

[sethschroeder]

'company line'

You understand that is to protect other members such as my self correct? DVC =/= Disney

I understand you are frustrated but if they rolled everyone's points over for being concerned or high risk it would utterly destroy future years with excess points. The points they were giving as an example if you had points expire while resorts were closed seemed to be coming out of DVC's bucket of points though.

Also do we in the future give people exceptions during hurricane season? What about personal illness or impactful events on a person's life?

I am not trying to make light of this simply that understand there are tens of thousands of owners with hundreds of thousands of points that all have rules and regulations that they signed off on during a real estate transactions. Disney can't just ignore my rights as a owner to appease you.

Any ideas of where to go from where would be helpful.

All you can do is keep asking. If you are able to get any resolution of even an extension until July it would be a fairly large win.

In reality a ton of people have taken RCI points when they would have preferred not to.

I would also have said back in August you should have tried to find a renter for the points. You possibly still could rent out the points or reservation you have. I have outlined elsewhere don't expect anything to be back to normal until 2022 at the earliest.

 

[skeeter31]

Unfortunately, I’m not sure that DVC can move those points into the next UY for you. The only extension on banking I had heard was for 2018 UY and you’re working off a 2019 UY and are past the banking period. The RCI route might be the only option. Now, a higher up supervisor may be able to help you, but it’s not policy currently to move your points to a future UY or bank them past their banking date. You could also look to rent the points out before they expire and make some money off of them.

 

[sethschroeder]

it’s not policy currently to move your points to a future UY or bank them past their banking date.

I would also say they wouldn't be doing anything with your points. Someone super high like you pointed out likely has a budget for member satisfaction they would dip in to cover this.

That being said most of us are likely not important enough to warrant that. Maybe some of the people in the 1k point owner thread would be though.

 

[cm8]

I have a vacation scheduled for January. I have 37points from 2019 that I need to use by the end of January or loose them.
But, due to the on-going covid-19 mess, I at this point do not want to take the risk of traveling with the increase spiking in covid-19 going on right now. I am also in a high risk category, and have been advise by my doctor not to travel at this time. I made the reservation back in August with the hopes that the covid-19 situation would be getting better, now worse.
Now DVC is saying that the only thing that they can do with my 37 points is roll them over to RCA, or loose them.
I don't want to roll them over to RCA - I want to be able to use them at some point in 2021 once a vaccine is available and we start to get this covid-19 thing under some sort of control.
I was told by talking to a normal DVC member last week that they are handling this on a case by case basis, and a supervisor would get back to me.
Was called today, they left a message for me to call back. I did, but was not able to talk to a supervisor, and the person was only once again giving me the 'company line' that RCA or nothing. Was put back in the queue for another call back from a supervisor (after I thought that was who I was speaking to - I found out it wasn't.) -- so, once again, more time wasted.
I totally understand that Disney World is open for business and that they are doing the best that they can, but, I feel that at this time, they need to make some adjustments for people who are unable or unwilling to travel at this time.
For the thousands of dollars we spend on DVC only to be told RCA or nothing to me is not acceptable.
Any ideas of where to go from where would be helpful.

If they do this for you, then they need to go back and do it for everyone affected by covid. It really has to be all or nothing at this point. There are many members who were in this situation who too had no choice but to put the points in RCI.

Maybe gift them away if you can’t use them. Disney can’t keep extending points for a select few while alienating the rest of us with the same issues. I know it’s not ideal but it’s an option. The rules shouldn’t bend because you feel your case is any different from the rest of the members with the same issues.

 

[coastrnut]

I appreciate everyone's advise. But - I just feel that the thousands of dollars we spend, we should get much better treatment.
Again - thanks -
P.S. - everyone's case is different - and I realize that.

 

[skeeter31]

I appreciate everyone's advise. But - I just feel that the thousands of dollars we spend, we should get much better treatment.
Again - thanks -
P.S. - everyone's case is different - and I realize that.

We’re just trying to prepare you that you’re not going to have the outcome you’re looking for. Many people would have wanted that outcome and had to make decisions already on what to do with their points. They can’t now retroactively make that up to them. And if they do help you and others find out about it, there will be a lot of upset people.

 

[sethschroeder]

I appreciate everyone's advise. But - I just feel that the thousands of dollars we spend, we should get much better treatment.
Again - thanks -
P.S. - everyone's case is different - and I realize that.

Again not trying to argue or say you shouldn't expect better treatment.

I just want to point out that the money you are spending annually is specifically to keep the resort open, operating, and upkept.

Now your original contract you bought was largely profit to Disney (if you bought resale it was $0 profit to Disney). That is where any movement would come. That money however is recognized as profit, goes in to budgets for things like Marketing, and is looked upon for covering future events/ticket discounts/benefits. They can't just give back a good amount of profit just to be nice (as there is no contractual requirement from all the talks that have happened this year).

 

[Kickstart]

I appreciate everyone's advise. But - I just feel that the thousands of dollars we spend, we should get much better treatment.
Again - thanks -
P.S. - everyone's case is different - and I realize that.

Yeah, it's a frustrating situation to be in, and I'm sorry to hear you're in a spot where you're likely to loose out on some points. I wouldn't be feeling great about that either.

But, the issue is (as DVC owners) we're not paying for a service, instead we've bought ownership in a timeshare. It's not as simple as it would be with a hotel reservation.

As sethschroeder pointed out, DVC is not Disney. As (part) owners we take on some of the risk of ownership and the dollars we spend (MF's) are just for the upkeep/expenses. If they let your points extend past their expiration, they would have to take some other points "off" the market. Basically, they would have to take points away from other owners. It sounds like Disney has some points of their own (2%?) so maybe it's possible they sacrifice those, IDK.

I think a good analogy would be, what would happen if a hurricane hit your area the same day you were supposed to fly out to Disney (for your previously booked DVC stay) and it caused you to miss most of your scheduled vacation? As a DVC owner, you wouldn't get those points back. An insurance policy (if you paid for one) would reimburse your MF's, but it wouldn't get your points back. It's the risk we accept as part owners of the property.

My best suggestion is keep pressing DVC to see if they can do anything for you, but don't expect anything. Focus on the bigger picture here... you're staying healthy.

Good luck.

 

[Ronaldo17]

Yeah, I know, it sucks.
We were in a similar position where our vacation in May 2020 was cancelled by DVC and they gave us our 270, (2019 June UY banked points ) back and extended them to November 30, 2020. We live in the UK and even by the end of November, all travel to the USA from the UK was still banned. So, no way we could use the points.
We didn't want RCI so we just rented them out on Disboards, used the cash to pay for the 2021 dues. You could still rent them out now if you price them correctly.
Good luck with your request.

 

[Minniemoo15]

It is a bummer for sure .... but keep in mind there are many international members who cannot travel right now even if they wanted to due to closed borders. The parks are as good as closed to us. No accommodation is being made so we simply have to think ahead. I am hoping to use my 2021 points in 2022 but even that isn’t a guarantee when dealing with international borders. I’ve prepared myself for the fact that those 250 points will either have to be rented or put into RCI. It’s a risk and not how we want to use them , but what can you do?

 

[starry_solo]

You’re going to lose those 37 points unless you move them into RCI. Granted, this board only has a small population but no one has come here to say they had any success getting An extension on their points

 

[_auroraborealis_]

We all spend those thousands of dollars.

We are being treated fairly as timeshare owners. That will be different than staying on a true cash basis, because condo associations have specific rules under FL, CA and HI laws.

 

[Stitchescape]

OP I’m sorry that you’re in this position. As a UK member we’ve also had to dump points to RCI due to travel/border restrictions etc etc. It’s not great, and no we didn’t buy DVC to push the points to RCI and have to use them elsewhere. Our only other choice would have been to rent them out (all 100 of them), but that’s not something we want to do. Its our choice and everyone is different.
In the middle of a prolonged and worldwide pandemic, I’m not sure that equitably there is anything else that DVC can do, because they’d need to do it for everyone.

 

[Travel60]

Sorry you are in this situation but this has been discussed exhaustively on this board. If you owned a home in Florida and couldn't use it you wouldn't be looking for someone to pay your property taxes, maintenance, etc. That's what you have, a sliver of a home. Management have made some accomodations, primarily during the period when resorts were closed, but not what you want. As others have said, your options are RCI or rent the points. Or, if it feels safer and there is availability, consider Hilton Head or Vero Beach. We have used RCI and many are very nice. You might be able to find one near you or somewhere you would consider safe and have a winter vacation. Or just transfer the points in and you have (I think) two years to use them.

 

[bobbiwoz]

I need to decide before Jan 15 if I want to go to VB at the end of February, or use RC, due to March UY. I am hesitant because we really want to go in February, just not sure if we would feel/be safe. So many here have gone, ABD we have cancelled over 30 days of vacation, and really want to use some points. We are retired, and in our 70’s, so have been hesitant. I have had an excellent RCI experience in the past.