I am SO upset right now, I can't even stand it.
As some of you know, back during our August trip, my son's medication was inadvertently taken from our room. We can ONLY assume it was Mousekeeping, since there were no other entries into our room that day.
Anyway, when it all happened, the POP Century staff assured me that everything would be taken care of (paid for). They took us to their clinic that they use on property and were paying the bill for that. Only we had to go to the ER instead, since the clinic didn't write prescriptions for controlled substances. We decided to take our own car to Celebration Hospital, so we would be able to get the prescription filled after our ER visit.
After losing an entire day of our vacation, we got the prescription filled. Disney paid for it ($285). Veronica, the POP Century Show Manager said that if we received any other bills and our insurance didn't cover it, they would take care of it for us. All we had to do is let them know.
Fast forward to end of September...we get a EOB from our Insurance Company that states the actual ER visit was not covered, but the doctor visit in the ER WAS covered. OK, fine. There was a $160 bill that came from the Hospital. I contacted Veronica at POP Century IMMEDIATELY upon receipt of that bill. She left me a message and stated that I needed to contact WDW Claims to get reimbursed. Fine. I did that. I spoke to someone on the phone who took the details of my incident. They assured me someone would contact me to discuss it. Well, no one did. I only received a letter of DENIAL of my claim, with no conversation about it. I called and left an urgent message for SOMEONE to call me back to discuss this immediately. This was on a Friday night. Tuesday, someone calls me back. I spoke to her in great detail and in her opinion just listening to my story, she couldn't understand why the ER visit would not be covered, when they in fact paid for the medication while we were there. She said she would call me back. SHE NEVER DID. All I received was a SECOND denial letter.
I must have called this woman 15 times after I received that letter, to no avail...NO ONE EVER CALLED ME BACK!!!!!!! Finally, two weeks ago, I got names and addresses for a bunch of Disney Officers. I sent 4 letters out...one to Bob Iger (ha!), one to Jay Rasulo, President of Disney Parks and Resorts, one to WDW Guest Communications in Florida and one to the POP Century Manager in Florida.
Well, guess what? Today the woman called me back! Apparantly, she received the letter I wrote to Guest Communications and decided to call me today. After 15-20 phone calls that were unanswered between October and November. She basically told me (in so many words), "too bad, we're not covering your claim." I told her that after the way she handled my claim, I did not want to speak to her any longer. I called back, and left a message for her supervisor.
He calls me back...and basically tells me I am SOL. He says WDW is NOT responsible because I didn't physically GIVE them the item in question and they lost it. UM, that's not my complaint! IT WAS STOLEN FROM OUR ROOM. And he kept going on and on about how they are not at fault because they didn't lose something that was in their possession at one time. And I kept arguing the fact that THE MEDICATION WAS STOLEN FROM MY ROOM! On the street, that full bottle of meds can yield a couple of hundred dollars.
He also went on to tell me that Veronica was spoken to and she said she NEVER agreed to pay for anything, which is a COMPLETE crock.
Anyway, I am at a loss here. I DON'T KNOW WHAT TO DO!!!!!!!!!
Should I write a letter to the entire Board of Directors for the Disney Company??????
PLEASE HELP.
