Terrible Customer Service - People Are Like Robots
I had a vacation ready to go a couple years ago but had to cancel my lock off side because my parties could not come. So they gave me a cancellation week with restrictions. I had to only reserve within the 30 day window. When came time there was only 5, hear me people 5 places in the entire Orlando area to get availability with all those properties! I had a 2 bedroom banked, only thing available were efficiencies and 1 bedroom when I had 4 guests two of which are grown boys.
So then I called interval and when they looked and they offered me property that was not even on the list on line, some condo, community that rents out properties. REALLY? Then my question is, do they have some secret stash of properties? They did not try and accommodate me at all and I am a Gold Member(meaning nothing). Then I had to pay another exchange fee, yes that's right, a second fee of $149.00 when I paid it last year in order to exchange it in the first place. So I paid my maintenance fees, an exchange fee, a second exchange fee and had to accept a 1 bedroom when I had banked a two. Does anyone see something wrong with that?
So being that I was being terribly inconvenienced and they had such a limited inventory, I felt they should help me out some way. So I asked to be patched to customer service. Upon talking to customer service, they were like all choppy and robot like when they responded to me like they were being scripted. They don't think outside the box at all and have not real customer focus. I asked for a waiver of the second fee since they could not accommodate our needs, me being down graded verses upgraded. He told me that no he would not waive the fee and had all supervisor privileges and its because I banked the week at the last minute. So I am being punished now by the company that I pay for service with?
Again, does anyone see a problem with this but me? So when I asked him could I speak to a manager. He told me that he was acting in the same way a manager is and is basically doing me a favor by Interval providing me a cancellation week at all. He then said that I did not have to take it if I didn't want it when it was clear that I needed a week. They were rude and over repeated attempts would not let me talk to a manager, kept saying they were in a meeting and left message for them to call me and never did. Interval is all about money and taking yours but the service had declined to what I classify today as Terrible!!!!
Despicable, I hope others respond because I am going to corporate and have my lawyer write them and at least they can give me an apology for poor service. If they had no other properties that is understandable if it is out of their hands, they can only work with what they have (I doubt this too in some way though), but what they could control they didn't/wouldn't and basically said to me was "oh well, soo sad, too bad" when I pay my fee every year, on time, etc etc. Just no way to treat a customer, I am going to Shout this out till someone at II hears me!