Trip from hell update

[twinmomplus2]

Well, I contacted DVC, via fedex next day air in fact, In heard nothing in 2 weeks. Which to begin with I found stange. So I e-mailed and bascily said well why has no one contacted me? I got a call same day from Jackie Leuders who said she had been out several days and had just gotten the information. Ok fine. Then it got confusing She did not want to discuss the matter, as she said it was not a DVC problem, but rather one that the Beach Club staff themselves had to handle. I am totally at a loss now. If DVC oversees the Villas portion of this property then why are they not proactive here? Do our dues not pay for upkeep and any repairs IE. benches... that need to be made. Fumigation? What assurance do we have that this will be taken care of, if this is the case? So I am disgusted that this is being passed off.She said she has Passed the info on to Beach Club staff. And they would get back to me.

 

[nezy]

I see that this is an "update". I am not familiar w/the original " trip from hell" post. Perhaps you could give a synopsis or a link to the original.

Without knowing the story, however, I do find it disturbing that DVC is not accountable for any BCV houskeeping issues. Does this hold true I wonder for VWL and BWV locations due to their connection w/ an existing resort?

 

[Cruelladeville]

This is not good news, is it??! Certainly, if BC is responsible for BCV upkeep, then they haven't done a very good job of it. I am distressed that Jackie passed the buck--what is her job, exactly? I had thought she was in charge of problems that members have, such as the one you mentioned in your previous emails. I am beginning to wonder what our dues are going for, if it isn't going for the ant problem and repairs to the furniture--I do know it's going for paint, since I watched the painters for eight hours painting a twelve foot section of the building right over the main doors to the pool. I would have felt better if I knew the ant problem had been taken care of, at least. Keep us up to date.

 

[lawgs]

Jackie seems to have a "following" here as someone who can solve DVC problems...

however, in the dealings we have had so far, have not "felt" there was much assistance given other than to "spout" the party line, along with "seemingly" being patronizing

alas, in this type of business, you cannot please everyone ....

perhaps she does work magic for "some" people, but as of yet we have not experienced it

 

[Bella2000]

Interesting. I also received a call in response to an email that I had sent regarding concerns. I was pleased at the timely call back but I didn't get that line about it not being a DVC problem and is BC only issue. If I had I probably would have felt as you do. No one can assume but do you think Jackie tried to convey that the issue needs to ultimately be resolved in conjunction with BC and used a poor choice of words? I can understand BC managing or sharing staff with BCV and therefore they would need to be notified of issues. This in no way should allow DVC to have a "my hands are tied" attitude with issues. Does DVC purchase space and services from BC or YC? Wouldn't this be the same issue with VWL and BWV? Out of curiousity when VWL and BWV were having "staff" or "room" issues what was the response from DVC/Jackie? Did you hear whether you would receive a formal response to your written inquiry? Does this mean that your letter should be forwarded to the General manager of the BC - I can't recall his name however I know he was interviewed on the DIS.

 

[jaysue]

It seems like a pass the buck to me - find out who is receiving the buck and hold both that person and Jackie accountable and also call the head of DVC (whoever that is)

Thanks
jaysue

 

[Bella2000]

Originally posted by Bella2000
Does this mean that your letter should be forwarded to the General manager of the BC - I can't recall his name however I know he was interviewed on the DIS.

General Manager for BC,YC and BCV is Sam Pensula according to a thread I found referencing an interview he did.

 

[inky dinky doo]

I hope you will continue to keep us posted. I don't understand, either, how this isn't a DVC issue. You stayed in the Beach Club Villas. That IS a DVC property. Correct? And, if correct, are they not responsible for its upkeep???? I'm confused. And, concerned.

Pat (a BCV owner, looking forward -- I think -- to a visit in December)

196 days and counting . . . again!

 

[we3luvdisney]

Originally posted by twinmomplus2
She did not want to discuss the matter, as she said it was not a DVC problem, but rather one that the Beach Club staff themselves had to handle. I am totally at a loss now. If DVC oversees the Villas portion of this property then why are they not proactive here?

I think I can answer this one ......... They have your money why should they care. Sorry about being blunt but I have seen it time & time, with DVC.

 

[invalid_char]

Is anyone else concerned that these type of problems will only get worse once Disney is no longer actively selling and promoting DVC?

I realize this is a separate experience, but the Beach Club management was really wonderful in helping fix our problems during our stay... and they certainly had our money too.

... just suggesting that there may be an althernate theory.

 

[floridafam]

It's pretty simple.

If there is an ant problem it needs to be taken care of. Disney should have staff that knows the appropriate pest control measures. Members, especially the owners at BCV, have a right to know if the problem is taken care of appropriately.

I don't understand why the OP was told this is not a BCV problem.

How could it not be?

The possible ant problem and broken furniture problem should be taken care of. Owners have every right to know these will be handled.

That's what dues are for, plain and simple, upkeep and preventative maintenance (among other things).

Please let us know about future correspondence with DVC regarding these issues. I hope they are not just giving you the run around in hopes that you will go away. These are legitimate concerns and you shouldn't feel one bit awkward about demanding answers.

 

[Pa@okw95]

His child got his head stuck in some furniture. It may be that they are concerned about a law suit and are going to give him the run around. I don't know what to say about the bugs and why they are not responding to at least that end of his concern.

 

[twinmomplus2]

First off I am a female. And I am not sure, why they would run me around if they were afraid of a lawsuit. I would think that would make them more apt to speak to me. After all I called them not an attorney. In fact never consulted an attorney. I posted to warn all Dvc memebers interested in these issues. I sure as hell would want to know about somthing that could endanger my child. certainly somthing most of us think of as innoucus. In the interest of customer relations. And due to the fact. they are reading these posts. Why not resolve and answer as to what is to be done. So that can be reflected in this forum. The whole thing in terms of customer service is foolish. Ps. A post of a 12 day trip, at beach Club. where the OP stated he had a wonderful time, Has in fact replied to another thread...That he in fact had a suitcase with ants when he came home. And forgot to post that fact. I find that hard to believe he would forget. The problem is, So many people are really obnoxious when you have a problem. that for some people it is not worth the bunk to post. So it wasn't me being a moaner as accused, But as you all can see they are having an issue. And it needs to be addressed.

 

[invalid_char]

My guide told me that they are working on the ant problem; they need to bait the ants and sometimes the results are not immediate. Fumigating and spraying often only make the problem worse by causing the ants to scatter

I guess it was not communicated that baiting does not have immediate results.

I would think they will ultimately succeed in exterminating the ants.

 

[Tagrel]

Really sorry about your trip problems and this seeming run around by DVC managment as to whose responsibility the pest control and maintenance issues are... They can try to pass the buck all they want, but it IS a DVC issue.

One point though, your quote:

Originally posted by twinmomplus2 ...That he in fact had a suitcase full of red ants when he came home. ... [/B]

Seems a bit over the top. The orignal post stated:

I did forget to mention about the ants though. The DW had red ants in her suitcase when we left.

I don't see where the suitcase was FULL of red ants. It was such a non-issue for the poster that they didn't even remember until someone reminded them.

Now yes, there seems to be an ant issue at BCV, and it definitely needs to be addressed and corrected, but as soon as members start overstating the issues, I feel that their credibility will be lost. Pointing out the issues without overstating them can bring much more attention to a complaint.

Just my opinion - not an attack. I agree with your wish to get these problems corrected.

Good luck with the resolution!

 

[twinmomplus2]

I agree and have changed the post to reflect that. However. I still say after all the reports. that you would not forget to mention, You came home with some. Pretty valid to me. As for prior poster. Yes, It was communicated to me baiting took awhile. If you read the OP, I stayed 3 days and had them bait 3 times. And only when we started to be bitten did we ask to move. I wonder how long was I expected to wait for the bait to work? How long would you have waited? Or allowed your 2 toddlers who by the way are on the floor playing. Until the bait works? I seriously doubt that.

 

[SwampFox]

While I do agree that the OP had more then her share of trials during her family's last stay, I think we have begun to blur the difference between what is a resort problem and a DVC problem.

One way to look at the issue would be to ask, "If I had made my reservation thru CRO, who would I take my complaints to with the same problems?" IMHO, all of the issues raised by the OP should be addressed by the resort itself and are not truly DVC problems.

My own assessment of "whose problem is it?" would be:

If I have a light bulb out- it's a maintenance (Resort) issue.

If I am missing a blender- it's a housekeeping (Resort) issue.

If the trash wasn't emptied in my room- it's a housekeeping issue.

If the AC doesn't work- it's a maintenance (Resort) issue.

If there are insects in the room- it's a maintenance (Resort) issue.

If my CRO reservation was incorrect- it's a resort issue.

If my DVC reservation was incorrect- it's a MS (DVC) issue.

If I'm told my dues weren't paid and I can't check in- it's a DVC issue.

If I don't like the way MS handled my phone call- it's a DVC issue.

If a DVC discount wasn't honored at Olivia's (or Narcoosee's or Yachtsman's ) - it's a DVC issue.

As DVC members, we are the owners of the resort- but problems that arise at the resort should be handled by the resort itself and not by Jackie Leuders. IMHO, her job is to help members with concerns about DVC programs and policies- but not to intervene with concerns about a specific resort that do not affect all DVC members.

After seeing previous praise for Jackie Leuders on this forum and meeting her at the Annual Meeting, I can assume she did contact the manager at BCV and after checking into the situation was told it is being handled by the resort. Thus her reply to that affect. It's not passing the buck- it is getting the complaint into the hands of those who can best affect change and address the problem.

 

[twinmomplus2]

Our dues pays for the upkeep of the villas, Not for the entire Beach Club. There for it is a DVC issue. I never Said Miss Leuders did not contact the Beach Club, My query was , as to how this could not be a DVC issue? When I firmly believe it to be so. As for Beach Club, I guess I will have to wait and see how and If they respond. As for me, As so far I have no assurance anything is going to be resolved, I will not waste my time at the property again. It is apparently going to take someone elses child getting hurt, Or someone who is allergic, getting bitten to get taken care of. and thats a shame.

 

[SwampFox]

Originally posted by twinmomplus2
Our dues pays for the upkeep of the villas, Not for the entire Beach Club. There for it is a DVC issue. I never Said Miss Leuders did not contact the Beach Club, My query was , as to how this could not be a DVC issue?

So, you feel that anyone with a cash reservation at BCV should also contact Jackie Leuders instead of the BCV for resolution of any concern that they have with the resort?

My point was that there are resort problems that need to be addressed by the resort and DVC issues (that affect all members) that need to be addressed by DVC (Jackie Leuders). If your problem was an issue that affects all DVC members and no non-members, then you have contacted the right person. If it was an issue that a non-member would have to contact the resort- then you should also. What your dues cover is irrelevant in this situation, since they are RESORT specific, IMO.

Maybe if you sent a note to Eisner directly, you'll get more satisfaction- since you seem to feel it's really a DISNEY problem.

 

[twinmomplus2]

Contacting Eisner would be silly now wouldn't it? I would imagine he would be far to busy. In fact that is why they have customer, satisfaction venues? at my last check anyhow, thats what the purpose of feedback was.