[iluvwdw]

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.

[lovemysons]

Holy Moly, Kim!! That is just nuts. I am so sorry you are having to deal with all of this nonsense and frustration. It sounds like you have contacted just about everyone on the list, what about an attorney? Or perhaps the newspaper? I am at a loss, and I know we have become "sue" happy, but, maybe an attorney could at least advise you as to what your next step should be.

Breathe deeply, look at some pretty flowers, and keep the faith!! (Serenity now!!)Maybe somebody here will give you some helpful advice!!

[Experiment6-2-6]

Um, legally?

It would be considered a "valuable".

While rooms are locked, hotels provide notice and alternate security measures for protection of valuables.

Unfortunately, in most jurisdictions, the boss is not responsible for the criminal act of the employee.

Because the employer doesn't hire the employee to do illegal acts.

Unfortunately, I don't think you would win on this if you pushed it further.

[llama]

Good heavens!

I don't know what to say! Except that I don't know a company that's better than passing the buck than Disney - we had our own issue with them a few years ago.

I think I would call the supervisor once more. If their attitude was still the same I'd tell them that you now have no recourse except to contact the newspaper - one in Orlando and your own local one. Not even Disney likes bad press. Unfortunately, you don't have anything in writing - naturally because you trust them to do the right thing.

Very disappointing to find that they haven't.

[MickeyMcFizzle]

Wow, that is so incredible NOT cool. I would be fuming mad too.
I don't have any advice, but wanted to say sorry this has happened. Ridiculous!

[dixie]

Kim, thats outrageous, and you must pursue it. I would have said threaten legal action as no one is above the law, not even Disney-but then after reading the above post that doesnt seem to be the answer. I do think the media is a very good bet like LLama says. I am sure they would be keen to hear this story of deceit and injustice on Disney's part- the local paper for the Disney area is the Orlando Sentinel I believe,

[inluvwithdisney]

I think you should continue to push the issue! Disney should want to make you happy and I think ultimately they will if you do not let it go!!

[Jen]

I really don't have any advice for you, I'm just sorry that you're going through this. They did pay the other bills, is that correct? Then they previously assumed responcibility for the missing medication. How can they now say they have no responcibility to you? Very frustrating.

[unamadreditre]

Oh Kim, I'm so sorry this is happening to you. I don't have any advice for you but I do want to thank you for sharing your experience. I never even gave a thought about a mousekeeper stealing medication, but you better believe I will have DS's Adderall hidden out of sight on our next trip.

[dac921]

Wow Kim, that really bites... I would either call or write the executive offices at WDW.

[DisneyTeacher]

I am so sorry you are still dealing with this. I don't have any advice but I hope you can find someone who can help you.

[tiggerlover1971]

Kim so sorry its happening to you but with no written proof they promised to pay for all expenses not covered by insurance not sure if there is anything you can do ...unfortunately ....

[iluvwdw]

Originally Posted by unamadreditre

Oh Kim, I'm so sorry this is happening to you. I don't have any advice for you but I do want to thank you for sharing your experience. I never even gave a thought about a mousekeeper stealing medication, but you better believe I will have DS's Adderall hidden out of sight on our next trip.

That is the EXACT medication that was stolen from our room. BE CAREFUL!!!!!!!

[iluvwdw]

Originally Posted by dac921

Wow Kim, that really bites... I would either call or write the executive offices at WDW.

I've written to BOB IGER at the executive offices in California. Let's see if he responds.

[bethishooked]

Well, if you end up having to pay it, from experience in the past of having medical bills, I do know that if you pay what you can afford on a monthly basis, they really can't do anything to you. So....my suggestion is writing them a letter of intent to pay it off, and pay them one Disney Dollar a month. 160 months from now it will be paid off, and won't hurt your pocket book!