MVCI Maintainence Fee refund and delays - BBB Complaint Filed

[MOXJO7282]

yes the support this year is seriously lacking. I couldn't get through for hours and for sure reason their online records are not updating so i don't know how much i still owe. I paid 2/3 already making a payment on 12/31 and it is showing on credit card but not in Marriott's records online so i'm not sure exactly which I paid for. I finally spoke to them and they expressed a sense of being overwhelmed "with everyone paying their MFs" which is what i was told. Not sure what is different but do believe I noticed bills are due a week or so earlier this year it seems.

 

[dioxide45]

yes the support this year is seriously lacking. I couldn't get through for hours and for sure reason their online records are not updating so i don't know how much i still owe. I paid 2/3 already making a payment on 12/31 and it is showing on credit card but not in Marriott's records online so i'm not sure exactly which I paid for. I finally spoke to them and they expressed a sense of being overwhelmed "with everyone paying their MFs" which is what i was told. Not sure what is different but do believe I noticed bills are due a week or so earlier this year it seems.

OUr Harbor Lake and Grande Vista MF bills have the same due date as years past. However, our Vistana bills are due in early January. Perhaps the teams have been combined and they now have a lot of Vistana owners also contacting them to pay their bills.

 

[MOXJO7282]

Actually something is really still off big time because not only isn't the system updated but Marriott doesn't show a record of my payment even though I received a confirmation of the payment from Marriott and Amex has accpeted and made the payment to Marriott. Marriott says i have to FAX Only them a credit card statement that shows the charges even though i could easily forward their email back to them. A total waste of my time.

 

[Mr. Vker]

Are you sure they didn't process the refund? CC companies can take up to 30 days to post a credit.

 

[Superchief]

I have never really looked in detail at that line item in the budget before.
it is interesting looking now to see that the year on year variance differs significantly between our home resorts, so I wonder what it actually covers?
I notice for Grand Chateau, it has a note to say
”The Marriott Resorts Hospitality Corporation ("MRHC") has been delegated the authority to provide all services incidental to the management of the Condominium, including Owner Services and all property operations. In connection with the performance of those services, all operating expenses will be charged to and paid by the Association to MRHC, including some that may be incurred through affiliates of MRHC. Certain of the operating expenses charged to and paid by the Association to MRHC may reflect economies of scale associated with the number of projects managed by MRHC and the affiliated relationship between MRHC and the developer. The amounts charged for such operating expenses may reflect pricing that is lower than what equivalent services would cost if charged on an independent case-by-case basis.”

I checked the MF's for all 7 of my MVC resorts and noticed that all of them contain a charge for about $46 per villa for these Owner Services. I am very curious what services are provided by MRHC, since all of the key onsite staff are MVC, and I thought that MVC corporate is responsible for the phone and management staffs. Very few of the MVC resorts have any association with a Marriott hotels, so there doesn't appear to be any staff sharing onsite. Do MVC and MRHC share any customer service, IT or corporate management? I hope we aren't being charged this because we can convert our week to Bonvoy points.

 

[dioxide45]

I checked the MF's for all 7 of my MVC resorts and noticed that all of them contain a charge for about $46 per villa for these Owner Services. I am very curious what services are provided by MRHC, since all of the key onsite staff are MVC, and I thought that MVC corporate is responsible for the phone and management staffs. Very few of the MVC resorts have any association with a Marriott hotels, so there doesn't appear to be any staff sharing onsite. Do MVC and MRHC share any customer service, IT or corporate management? I hope we aren't being charged this because we can convert our week to Bonvoy points.

MRHC looks to be an entity or division of MVC/VAC. It's office is on Westwood Blvd in Orlando, the same location as VAC.

Bloomberg - Marriott Resort Hospitality Corp

 

[Superchief]

MRHC looks to be an entity or division of MVC/VAC. It's office is on Westwood Blvd in Orlando, the same location as VAC.

Bloomberg - Marriott Resort Hospitality Corp

I would really like to know what services they provide that aren't already covered by MVC MF's and the 10% we pay for management services. There may be double dipping going on.

 

[dioxide45]

The

I would really like to know what services they provide that aren't already covered by MVC MF's and the 10% we pay for management services. There may be double dipping going on.

The 10% management fee is a pure profit pay. The costs of MRHC are covered by other items in the MFs, perhaps including that Owner Services fee.

 

[StevenTing]

So they refunded my second payment. When I checked my account the assessed a late fee and interest charges. And I was told I needed to make my payment online again.

Payment made again and requested they remove the late fee and interest. The lady I’m working with seems competent and is nice enough.

Just received word that the late fee and interest has been removed. My issue is now fully resolved. I just wish they could have done this the first time around.

 

[pedro47]

StevenTing, after all of this sounds like you a need a vacation. LOL.

 

[MOXJO7282]

A week later and my $33k payment is not showing in my account even though I received an email receipt with breakdown of charges paid to which resort and my CC was charged. If I was paid in full I'd tell them to figure it out on their end but I didn't pay a few and because I didn't keep a precise record of which I paid so I don't know which is unpaid. I really hope these glitches are temporary because if this is the new norm the product's value takes a major hit.

 

[Superchief]

The

The 10% management fee is a pure profit pay. The costs of MRHC are covered by other items in the MFs, perhaps including that Owner Services fee.

I am curious whether the call centers are part of MRHC. Their services are deteriorating while cost is increasing.

 

[pedro47]

A week later and my $33k payment is not showing in my account even though I received an email receipt with breakdown of charges paid to which resort and my CC was charged. If I was paid in full I'd tell them to figure it out on their end but I didn't pay a few and because I didn't keep a precise record of which I paid so I don't know which is unpaid. I really hope these glitches are temporary because if this is the new norm the product's value takes a major hit.

Suggestion only. I always print & save emails from Marriott's for my records the same day, hour and minute . I maintain them for three (3) years; before I shred them.

 

[MOXJO7282]

Suggestion only. I always print & save emails from Marriott's for my records the same day, hour and minute . I maintain them for three (3) years; before I shred them.

I have the email receipt that shows the detail below and says accepted with an approval code. So where did it go?

Payment Details

Property ​ Amount Paid Marriott's Maui Ocean Club $15653.06 Marriott's Custom House $22.65 Marriott's Harbour Point $1404.07 Marriott's Grande Ocean $3099.10

 

[pedro47]

You have your documentation now ask that question to the good folks at Marriott’s.

 

[MOXJO7282]

You have your documentation now ask that question to the good folks at Marriott’s.

I did and they said I can't just forward them the email and have to send them the credit card statement. I assumed it would eventually turn up but now it looks like I have to go through the hassle.

 

[MOXJO7282]

So my big payment finally hit but something was still amiss because it was still showing I owed about $8k more than I did. I got on the phone with a CSR who was obviously new so I politely asked to speak to a supervisor and had a discussion with her. Finally someone took the bull by the horns to figure out the latest issue and it turns out it was a data entry error on their side where they applied an extra $10k to one of my payments so instead of applying $1600 to pay one of my Monarch MFs they applied $16000 to the payment and that broke the system whereas the "overage" wasn't applied anywhere. Now they have to credit me the extra because they can't redirect funds like that and I have to make the payment again.

One thing I confirmed is all invoices have a 10 day grace before they are considered late so anyone hoping to float the money into the next billing cycle has the extra days to pay. I'll have to remember for the future.

 

[pedro47]

So my big payment finally hit but something was still amiss because it was still showing I owed about $8k more than I did. I got on the phone with a CSR who was obviously new so I politely asked to speak to a supervisor and had a discussion with her. Finally someone took the bull by the horns to figure out the latest issue and it turns out it was a data entry error on their side where they applied an extra $10k to one of my payments so instead of applying $1600 to pay one of my Monarch MFs they applied $16000 to the payment and that broke the system whereas the "overage" wasn't applied anywhere. Now they have to credit me the extra because they can't redirect funds like that and I have to make the payment again.

One thing I confirmed is all invoices have a 10 day grace before they are considered late so anyone hoping to float the money into the next billing cycle has the extra days to pay. I'll have to remember for the future.

Finally, this problem has been resolved. Your continue follow-up with Marriott's staff has been properly corrected .

 

[StevenTing]

Good to know of the 10 day grace. I will be using that for one bill due in 1/15. My cycle date is 1/18.

 

[MOXJO7282]

Good to know of the 10 day grace. I will be using that for one bill due in 1/15. My cycle date is 1/18.

Exactly. I wish I had confirmation on this before I paid the bulk of my MFs. Would've like to float $50k for another month.