Suncadia Resort

Review: We staid at the Resort on 5/13/13. Since both my wife and daughter are disabled we parked at the disabled parking space at the hotel parking lot. Next morning we found out that our car was damaged and I filed a claim with the hotel's Front Office Manager [redacted]. It took over a month and several emails and phone calls until I finally received a call from the hotel's insurance agent [redacted]. I explained the agent why the hotel had to pay for the damage caused in the hotel's parking lot. I explained [redacted] AIC,(Senior Claims Representative) that the hotel never informed me nor any other customers and gests that they would not cover nor pay for damages occurred while parked at their parking lot. Their is nothing stated at that effect on their Website, brochures nor onsite. If this luxury hotel does not want to pay for or be responsible for damages to cars parked at their own parking lot then they should make clear and full disclosure of this fact to their gests. However, when I received a copy of the claim, I noticed that [redacted] totally misrepresented the facts and our conversation. I informed [redacted] that she needed to amend the claim so that it would clearly reflect the facts of what actually happened. Although I asked for this to be done several times, [redacted] refuses to change my statement, clearly to avoid paying for the claim. I feel that it is a shame that a 7 billon dollar company like [redacted] that owns Suncadia Resort would refuse a to pay a $700 claim. I have written to the company's CEO [redacted] as well, but all I received for an answer was a letter from their corporate counsel [redacted] declining to pay for the repair.Desired Settlement: Suncadia/[redacted] needs to pay for the repair and the time I had to wait for them to take care of the damage. Six months have passed and the car will only deteriorate and cost more to repair. I also need to get paid for my time and the pain and suffering this has cost to my family.

Business

Response:

RE: [redacted]

File# [redacted]

Dear Revdex.com Serving E WA, N ID & MT,

I am in receipt of your letter containing

the complaint summary filed by [redacted]. Suncadia Destination

Resort was made aware by [redacted] of damage to his vehicle that he stated

occurred in the parking lot adjacent to the lodge facility. [redacted]

was the manager on duty that filled out the incident report noting that there

was damage to [redacted] vehicle that he claimed happened that evening.

[redacted] inquired if any staff of Suncadia Destination Resorts had

been in possession of [redacted] vehicle or parked his vehicle for him.

He stated that he was the only individual that had utilized his vehicle.

The damage, if it occurred at this location, was the result of a third party action, which, unfortunately, was

not witnessed by anyone. [redacted] submitted the incident

report to [redacted] which provides general liability insurance

for Suncadia Destination Resort for review and determination of

liability. [redacted]s Sr. Claims Representative, Nancy

Reid responded to [redacted] with the determination on August 19, 2013. [redacted] has continued to inquire in an

aggressive manner with all levels of the organization including on-site

management, Lowe Risk management, [redacted] and Sr. Lowe

executives with his claim that we are the responsible party. He has been

notified that the resort found no liability/negligence after review by the

insurance carrier and consulting counsel. Please contact me if you

require any further information regarding this matter.

Best Regards,

Consumer

Response:

,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. As mentioned in my initial complaint, there is no signage at the hotel that indicates that there will be no insurance coverage for cars parked at their parking lot. Furthermore, there is no mention on the Hotel's website nor flyers that any cars parked at luxury hotel have no insurance coverage. Please note that I immediatelly notified the onsite staff, showed them the tamage and reported the incident to the front desk personnel where I was told the there was no manager on site at the time but that [redacted], Front Office Manager, would get back to me that same day (5/13/13). However, that call never came despite the repeated emails and phone calls I left for [redacted]. Finally, on 5/25/13 (attached), I was able to get a hold of [redacted] who apologized by staying that her computer was not working and that she had lost all her messages. At the time she mentioned that she would file the formal claim with the hotel's insurance company. I made it very clear that I expected to get paid by Suncadia Resort and that Suncadia Resort would have to deal with their insurance company.

Months went by and despite my repeated emails and phone calls there was no update from part of Suncadia Resort until I received [redacted] email of August 22, 2013 (attached), staring that "it sounds like" that the claim has been denied. However, it wasn't until August 28, 2013 MORE THAT THREE MONTHS AFTER THE INCIDENT that I received copy of the letter of denial of the claim in an email from [redacted], the hotel manager. This is simply unaceptable customer service from a company that boast on their website to be worth seven billion dollar and make guests their number one priority. This is not my insurance company, it is the hotel's insurance company and I should have to deal with them at all!

In closing, I have received a message from [redacted], [redacted] with the office of the insurance commisioner stating that the hotel's insurance company is willing to pay 50% or the repair ($525). Therefore, to settle this dispute Suncadia Resort will have to pay the balance of $525 so that we can all move on and put this matter to rest. Failure to do so will leave me no other choice than to initiate legal action. Feel free to contact me if you have any questions or comments.

Sincerely,

Business

Response:

RE: [redacted]

File# [redacted]

Dear Revdex.com Serving E WA, N ID & MT,

I am in receipt of your letter containing the complaint summary filed by [redacted]. Suncadia Destination Resort was made aware by [redacted] of damage to his vehicle that he stated occurred in the parking lot adjacent to the lodge facility. [redacted] was the manager on duty that filled out the incident report noting that there was damage to [redacted] vehicle that he claimed happened that evening. [redacted] inquired if any staff of Suncadia Destination Resorts had been in possession of [redacted] vehicle or parked his vehicle for him. He stated that he was the only individual that had utilized his vehicle. The damage, if it occurred at this location, was the result of a third party action, which, unfortunately, was not witnessed by anyone. [redacted] submitted the incident report to [redacted] which provides general liability insurance for Suncadia Destination Resort for review and determination of liability. [redacted]s Sr. Claims Representative, Nancy Reid responded to [redacted] with the determination on August 19, 2013. [redacted] has continued to inquire in an aggressive manner with all levels of the organization including on-site management, Lowe Risk management, [redacted] and [redacted] executives with his claim that we are the responsible party. He has been notified that the resort found no liability/negligence after review by the insurance carrier and consulting counsel. Please contact me if you require any further information regarding this matter.

Best Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. In my prior rejection response I have clearly outlined the reasons of why Suncadia's offer is unacceptable. Their proposal is based on their insurance company's and their legal counsel's interpretation of the facts. In a statement to the office of the WA state insurance commissioner, the insurance company alledgges that guests should know that the hotel will bare no liability based on "common law", even given the fact that there are no signs nor any written information at that efect is being provided to the hotel guests. First of all, their interpretation of "common law" is incorrect. Secondly, guests that park their vehicles at Suncadia's Resort parking lot shouldn't need to be versed in "common law".