Complaints

This profile includes complaints for The DVC Rental Store, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The DVC Rental Store, Inc.

  200 S Meridian St Ste 270 Indianapolis, IN 46225-1076

  
• 

  The DVC Rental Store, Inc.

  5935 S Emerson Ave Ste 100 Indianapolis, IN 46237-1975

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Advertised as having no fees for credit card payments. Booked with them with no credit card fees with down payment. Now final payment is due and there is a 3% surcharge added to credit card amount even though the website still advertises no credit fees. When booking we specifically chose this company over others for this reason even though another company was slightly cheaper. We preferred not to hassle with fees, financing, or the hassle of moving money from one account to another. I've requested compensation and suggested it in the form of a credit for use toward our final payment. They have only offered to extend our final payment date to allow more time for us hassle with moving money. Given the fact that it was advertised as no fees for credit card use; continues to be advertised on the website as no fees for credit card; and I was told in a chat that there would be no fees; I feel they should compensate these fees and allow us to use a credit card without additional charges.

  

  Business Response

  Date: 03/24/2025

  Thank you for the opportunity to respond to the updated concerns. We understand the guests frustration and appreciate the chance to provide clarity.

  
  To address the key points:
  
  No **************************start="420" data-end="423"> We want to clarify that our company has not advertised "no credit card fees" at any time on our website or in our materials.
  
  Credit ******************************start="716" data-end="719"> When the guest paid their deposit in October 2024, no surcharge was applied to credit card payments, as we used a different credit card processor. However, due to a required change in payment processors earlier this year, a 3% fee is now applied only to credit card payments, and this fee is passed directly from the new processor not collected or profited from by our company.
  
  No *********************************start="1148" data-end="1151"> While we understand the guest prefers the convenience of credit cards, we continue to offer multiple fee-free payment options including debit cards, ACH transfers, and financing. These options allow guests to pay the exact contracted amount with no additional charges.
  
  Options ****************start="1457" data-end="1460"> We offered an extended final payment deadline as a courtesy to help the guest explore their fee-free payment options. While we regret that this was not the preferred solution, it was intended to reduce stress and ensure flexibility.
  
  We genuinely value this guest and regret that the change in payment processing has caused inconvenience. However, the original contract terms including total cost remain unchanged, and fee-free options are still available for completing the reservation. We remain committed to a smooth and transparent experience and are happy to assist in completing the payment through a method that avoids added costs.

  Customer Answer

  Date: 03/31/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and while I still believe they continue to advertise no credit card fees as noted in the attachment, I was able to get our payment made without fees by using a different form of payment. So, while not ideal, I do not want to jeopardize our upcoming vacation and find their response/resolution is as satisfactory to me as it will get at this time.
  
  
  

  Regards,

  ******* ****

• Initial Complaint

  Date:03/10/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up a contract with this company for the rental of DVC points in October of 2024. The agreed upon amount to be paid was $2,132. I was told to pay $433 at the time and then to pay the rest ($1599) 75 days before my hotel stay. As of two weeks ago, they have changed the processor that they use to process payments and there is an additional fee (3%) that must be paid for using credit cards. This was not informed to me or anyone else who currently has a contract with them. I paid my initial $433 with a credit card without a fee. The only way to avoid the fee now is to pay with a debit card or to us their financing service. When I asked why I was not contacted about the fee before, I was told that they didn't know of the change beforehand, and therefore, they could not have informed me. Clearly, someone knew this was happening and found it unnecessary to contact customers who already had contracts. Now I'm being told I must spend $50 more than contracted or forfeit the $433 I already put down.

  

  Business Response

  Date: 03/24/2025

  The customer entered into a contract with us in October 2024 for the rental of DVC points. At that time, they paid $433 toward the total of $2,132 using a credit card, and no surcharge was applied. Recently, our payment processor changed, and with that change came the introduction of a 3% fee for using a credit card only. This is a fee imposed by the new processor and is not retained by our company.
  Its important to note that:
  
  - The contract the guest signed does not stipulate that a credit card must be used for final payment.
  - There are three alternative payment options available that incur no additional fees: debit card, ACH transfer, and third-party financing.
  - This fee is avoidable, and we have worked to ensure all guests have accessible options that mirror the original agreed-upon amount.
  
  To reiterate, the guest is not being required to pay more than the contracted amount. The total due remains $2,132. The 3% surcharge only applies if the guest chooses to use a credit card for the remaining balance. Other payment methods will allow the guest to pay the original balance in full, without any additional charges.

  
  We value this guest and have extended every effort to provide transparent, flexible payment options to uphold the integrity of the original agreement. We would be happy to walk through the available payment methods to ensure a seamless experience moving forward.

• Initial Complaint

  Date:02/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Regarding: DVC Rental Store ************************************. Oct 02, 2019, Deposit of $2365 USD for Reservation #************ check-in Jul *****, 2020 2. According to Covid-19, the DVC rental store forced me to pay the balance of $1720 USD by the due date of Jun 6, 2020, otherwise will forfeit the deposit, and I have no choice but to pay the balance and look for a booking in the future. 3. We are flying from ********, *********** the country banned for many years because of Covid-19, and only open after Oct 2022. 4. I contact DVC Rental and try to book something for Dec 2022, I was told the credit (voucher #*****)of $4085 USD was forfeited as it is over 24 months! (07/12/2022 - I thought is Dec not Jul)5. I raise a complaint and they accepted must book by Nov 2023. 6. There is nothing available for Dec 2022 - Jul 2023 at all, and therefore I have booked for Sep 2023 and using part of the credit for Reservation Confirmation #************ 7. After school starts in early Feb 2023, I found out my daughters will have University exam entry in Oct 2023 and therefore I contact the DVC rental store asking to extend the credit to Dec 2023, with air tickets I have paid for Sep 2023 already and no choice to rebook the air tickets. 8. DVC Rental Store reject and explain the balance credit expires on 22 Dec 2023, and is no longer available.9. I was shocked as their staff never remind me to pay in full for Sep 2023 booking to avoid the credit expire in Nov 2022. 10. I am disappointed in their reply and they force me in full and try to take advantage with a total of $4085 USD in their pockets.

  1.Because of the Covid-19 issue, we have voucher ***** with a credit of $4085 USD. 
  2.I was told I must book the stay by Nov 2023 in Oct 2022. 
  3.There is nothing available for Dec 2022 - Jul 2023 at all, and therefore I have booked for Sep 2023 and using part of the credit for Reservation Confirmation #************
   4.After school starts in early Feb 2023, I found out my daughters will have University exam entry in Oct 2023 and therefore I contact the DVC rental store asking to extend the credit to Dec 2023, with air tickets I have paid for Sep 2023 already and no choice to rebook the air tickets. 
  5.DVC Rental Store rejected and explained that the balance credit expires on 22 Dec 2023, and is no longer available. 
  6.I was shocked as their staff never reminded me to pay in full for Sep 2023 booking to avoid the credit expire in Nov 2022. 
  7.I am disappointed in their reply, I request my money back or am able to use the voucher for Dec 2023 if available. 
  
  Enclosed are DVC's answer and air tickets for your review.
  
  Please try to help as we need to make sure the reservation for Dec and air tickets will be available, *********** remains under Covid-19 control, and flights are limited.
  
  Thank you and Best Regards,
  ******

  

  Business Response

  Date: 02/23/2023

  Hello ************,

  We understand that you are frustrated with our policies and procedures, but wanted to provide some context as to how we got here.

  Your original rental agreement for July *****, 2020 at ******** Riviera Resort is attached. Although your rental agreement highlights that your reservation was non-refundable under any circumstance. Your rental agreement also shows that you opted not to purchase the point protection plan, which would have yielded a cash refund. 

  Although the reservation was non-refundable and you opted not to take the point protection plan, we extended a courtesy credit for the full amount of $4,085.

  The attached credit voucher shows that it has an expiration date of July 12, 2022. This gave you 24 months to apply the credit to a new reservation from the time your original reservation was secured.

  Two months after the expiration of your voucher, you reached out to us (October 19, 2022) and asked for an extension on your voucher. 

  
  Attached, you'll see that we extended your expiration date to December 12, 2022. We noted in our correspondence that the credit must be applied in fully by December 12th with a reservation check-in no later than November 12, 2023.
  On November 7th, 2022, you secured a reservation from Sept. 26, 2023 to October 1, 2023. That reservation fell within the terms of our extension and you signed and agreed to the rental agreement for that reservation.

  
  On November 8, 2022, our team emailed you (attached) on how to apply your full credit voucher for your reservation you secured. However, this advice was not followed and you applied a payment of $907.50.

  
  As outlined in the courtesy extension of your credit, your credit voucher expired on December 12, 2022.

  
  On February 10, 2023, you contacted us asking for your reservation to be changed. We informed you would need to go through the cancellation process of that reservation and that your credit from July of 2020 had expired.

  
  While we appreciate that is not the answer you were looking for, the terms and conditions of our rental agreements, credit vouchers, and general correspondence were not adhered to or complied with and we feel we have been very accommodating throughout this process with a courtesy credit extended to you, along with a courtesy extension of the credit.

  
  We appreciate your concern and wish you well.

  
  Thank you.