Medical supply delivery

[mom3sonstt]

I just received a couple calls from Lucretia from guest services. She called initially to basically have me tell her my story again. Then she called - it sounds like the regular resort number and called me back. Basically she told me that Ikon is a business that runs on their property ( just like some of the restaurants aren't Disney owned) and that they can not dictate to them who or what to charge. I explained to her that I had my supplies sent to myself at my Disney resort - I did not send them to a package handling company.
And that I was very uncomfortable with the fact that my medical supplies are being sent to a company that I had never heard of, that has ultimate authority to charge me for returning them to me, and that nobody at the front desk seemed to be able to find an email address or telelphone number for me to call. They could call them directly on their internal phone system, but could not provide me with a number. Then she tried to tell me that it was like renting a cab on Disney property - I told her that was not a good analogy....if I called a cab it would be me calling them, and I would expect to pay them. However, if I got on a bus that pulled up at the Disney bus stop and it took me where I wanted to go and when I got there he told me that I had to pay him to get off the bus because he was a 3rd party provider....then I would have a problem.

She told me that all of the conference center hotels are run by Ikon now, so evidently anything shipped by Fed Ex or UPS to a conference center hotel would go through the package handling. The conf ctr hotels are, Coronado, Contemporary, Grand Floridian, Yacht Club & Boardwalk. She could not tell me whether, if my boxes were delivered by my supplier's truck if they would be handled differently. She also couldn't tell me if I stayed at a non-conf center hotel for a couple nights and had my boxes delivered there, then moved to a conference center hotel if bell services would move my stuff - including my boxes. By that point she had found out that I was a DVC member and was recommending that I call DVC member services and see if they can help me. She did say she would contact them and ask them if there was any difference for members (when it comes to medical supplies that should be standard - not a perk for members).

Basically the results of this phone call (so far) are (just received 3rd call)

1 - Ikon is at Conf Ctr hotels and Disney lets them charge what they want to their guests

2 - I should call DVC Member Services because even though only one of the conference center resorts is DVC and it shouldn't matter - apparently it does.....or it might. I may call them and they may say they can't do anything about it either.

3 - The gal I spoke with at Boardwalk did have the authority to credit the whole amount if she so chose, and she only chose to credit half. I assume that means Disney would "eat" the fee because Ikon will charge my regardless.



I plan to call DVC member services to see if there will be any more to this story.

 

[SueM in MN]

Thanks for the update, mom3sonstt.
IKON appears to be a company that provides an all-around Conference Center set of services, along with documents, according to their website. This is a link to the corporate website for IKON and one of the services it says they provide is "centralized mail management". The Customer Support tab along the red border near the top has Contact Information for sending an email.


Putting in Florida as the location, Orlando was one of the offices listed. Not sure if this would be the right one or not, but is at least a place to start:
Company IKON ENTERPRISE SERVICES
Address 131 North Orange Avenue
Orlando, FL 32801
Phone (407) 843-3600
Fax (407) 843-3609
Office Type Legal Document Services Office

 

[nmmom95]

OP here...a quick word of warning. Make sure you request that necessary medical supplies are held at bell services. We arrived the night before our reservation at BLT and spent one night at CSR. CSR did not transfer my dialysis supplies and no one could find them! Luckily, BLT did hold them at bell services and my DH had to go over there and get me enough to get through the night.

 

[mom3sonstt]

I just got off the phone with Sheila in Disney Vacation Club Member Services. I was referred to them from Guest Services since I am a DVC member, but still feel the issue shouldn't matter whether I am DVC or not.

Sheila had already researched my issue based on my email. She said that there should not be a charge for medically necessary supplies. I told her that I had made it clear to the concierge and to the Ikon person that these were medical supplies at the time and that they said it did not matter. Sheila apologized for that misunderstanding and said there will always be human error and miscommunication.

She thanked me for bringing this to their attention and that information would be shared with the resorts to help avoid this problem in the future. She also told me that I can contact Special Services for assistance. I will be adding that number to my cell phone.

So right now, in my case, she has issued a credit for the additional $30 that was charged to our room (we were charged $60, concierge credited us $30 as an "inconvenience credit") that credit should be there when we arrive in August (or on an earlier trip if we schedule one). I will be contacting Special Services when I place my dialysis supply order to let them know it is coming and what my problem was in the past so they can be on the look-out for it and hopefully avoid any issues in the future. I will also probably call Member Services closer to the time of our arrival to make them aware of what has happened and what I have been told should happen.

But, bottom line, this appears to be my like so much at Disney - not everybody knows everything about everything (although some of them act like they do), so if you feel something is incorrect - keep at it until you are satisfied. And by satisfied, I don't necessarily mean until you get your way - but at least until you are convinced that what they are saying is actually the "rule" and not what some college kid with one month's training says is the "rule".

 

[cm8]

I just got off the phone with Sheila in Disney Vacation Club Member Services. I was referred to them from Guest Services since I am a DVC member, but still feel the issue shouldn't matter whether I am DVC or not.

Sheila had already researched my issue based on my email. She said that there should not be a charge for medically necessary supplies. I told her that I had made it clear to the concierge and to the Ikon person that these were medical supplies at the time and that they said it did not matter. Sheila apologized for that misunderstanding and said there will always be human error and miscommunication.

She thanked me for bringing this to their attention and that information would be shared with the resorts to help avoid this problem in the future. She also told me that I can contact Special Services for assistance. I will be adding that number to my cell phone.

So right now, in my case, she has issued a credit for the additional $30 that was charged to our room (we were charged $60, concierge credited us $30 as an "inconvenience credit") that credit should be there when we arrive in August (or on an earlier trip if we schedule one). I will be contacting Special Services when I place my dialysis supply order to let them know it is coming and what my problem was in the past so they can be on the look-out for it and hopefully avoid any issues in the future. I will also probably call Member Services closer to the time of our arrival to make them aware of what has happened and what I have been told should happen.

But, bottom line, this appears to be my like so much at Disney - not everybody knows everything about everything (although some of them act like they do), so if you feel something is incorrect - keep at it until you are satisfied. And by satisfied, I don't necessarily mean until you get your way - but at least until you are convinced that what they are saying is actually the "rule" and not what some college kid with one month's training says is the "rule".

Thanks for the update. I was not charged anything for my O2 at this recent visit, but my o2 WAS held hostage for 4 days. I am so glad I brought my POC.

 

[SueM in MN]

Thanks for the update. Hope they do fix it now that they know.

Thanks for the update. I was not charged anything for my O2 at this recent visit, but my o2 WAS held hostage for 4 days. I am so glad I brought my POC.

You would think someone would be concerned about the liability of holding oxygen hostage!

 

[dclfun]

Yes, thanks for the update. I really was expecting a positive outcome but it's such a shame that you had to fight so long and hard for your refund, and you never should have been charged to start with! Kudos to DVC for fixing this!---Kathy