Derek hung up on me…rude

[Arguetafamily]

We are in the process of selling our small 50 point Poly contract.
I was also debating on purchasing a CCV contract, granted I did make an offer and then change my mind, my fault. BUT, Derek from dvcresalemarket.com one of the vendors that sponsor “The Dis”, also which is frequently on “DVC Fan” YouTube channel…hung up on me, mid sentence. I get it, he was upset I wasn’t receiving my emails and missed his call but my goodness, is this how you treat customers?? He seems so nice on the channel…naivete me. I listed my contract with their company.

I will list with someone else, thank you very much

 

[ForWhomTheMouseTolls]

Rude. I’ll never work with them now.

 

[Ssplashhmtn]

We are in the process of selling our small 50 point Poly contract.
I was also debating on purchasing a CCV contract, granted I did make an offer and then change my mind, my fault. BUT, Derek from dvcresalemarket.com one of the vendors that sponsor “The Dis”, also which is frequently on “DVC Fan” YouTube channel…hung up on me, mid sentence. I get it, he was upset I wasn’t receiving my emails and missed his call but my goodness, is this how you treat customers?? He seems so nice on the channel…naivete me. I listed my contract with their company.

I will list with someone else, thank you very much

Whoa….that’s surprising

 

[Cyberc1978]

Maybe their success is more than they can handle and now they start treating customers badly.

Not that it’s an excuse but the owner of another dvc Resales site is also very arrogant.

regards

 

[stlrod]

Sorry for your experience. I've had excellent experiences with several of the agents there. The last contract I sold they sold in about 2 hours. Have you reached out to him to discuss what happened? If you changed your mind after signing a contract, that is troublesome but perhaps not hang-up worthy.

 

[Mexacajun]

I recently started listening to the DVC show old episodes and heard another company on there dvc store.com. It sounded like Pete had a long relationship with them, what happened that they changed over.

 

[Jimmy Geppetto]

We are in the process of selling our small 50 point Poly contract.
I was also debating on purchasing a CCV contract, granted I did make an offer and then change my mind, my fault. BUT, Derek from dvcresalemarket.com one of the vendors that sponsor “The Dis”, also which is frequently on “DVC Fan” YouTube channel…hung up on me, mid sentence. I get it, he was upset I wasn’t receiving my emails and missed his call but my goodness, is this how you treat customers?? He seems so nice on the channel…naivete me. I listed my contract with their company.

I will list with someone else, thank you very much

My experience with him was similar to yours. I've since been dealing with Andy Berry and he is fantastic!

 

[Brian Noble]

Everyone can have a bad day. I know I have been short-tempered from time to time and done things in the moment that I've regretted later. Consequently, I try to give people the benefit of the doubt when I can.

If this is one-off, I would not read too much into it. If it is a pattern at a particular broker, then that's different.

 

[DerekDeBoer]

Hi @Arguetafamily -

It's Derek w the DVC Resale Market and I wanted to first off apologize for any miscommunication regarding your Copper Creek purchase.

When you had agreed to purchase the Copper Creek listing back on March 30th, the listing was pulled off the market for the seller and we sent off contracts to you to sign. Since that day myself and our contract team had tried repeatedly to connect with you (emails were bouncing back, phone calls weren't being returned, etc.) as the contracts were not yet signed after 5 days and the seller was asking us for an update as they had signed and returned theirs.

I attempted to reach out again having to give an ultimatum of 5pm EST on Thursday to inform you that we would have to relist the contract for the seller as it had been off the market since you agreed to purchase it and we had not received or heard from you since March 30th. With that deadline fast approaching I wanted to attempt even one more time to connect with you before we cancelled your purchase and relisted for the seller. When I was able to finally connect with you over the phone, I stated that we had been trying to reach you for several days to follow up on your contracts and asked if you still moving forward with your purchase - you told me you were "no longer interested" in moving forward - I verified one final time that you did not want to move forward with your purchase and you agreed - I said Ok I will let the seller know so we can get them back on the market and relisted for another buyer and simply assumed our conversation was over as nothing more was being said on your part.

I'm very sorry for any miscommunication you may have felt or that I 'hung up on you' as I want to stress that was most definitely not the case.

I truly hope this helps clarify any confusion regarding your Copper Creek purchase from March 30th and I wish you nothing but the best.

 

[hexfetton]

Hi @Arguetafamily -

It's Derek w the DVC Resale Market and I wanted to first off apologize for any miscommunication regarding your Copper Creek purchase.

When you had agreed to purchase the Copper Creek listing back on March 30th, the listing was pulled off the market for the seller and we sent off contracts to you to sign. Since that day myself and our contract team had tried repeatedly to connect with you (emails were bouncing back, phone calls weren't being returned, etc.) as the contracts were not yet signed after 5 days and the seller was asking us for an update as they had signed and returned theirs.

I attempted to reach out again having to give an ultimatum of 5pm EST on Thursday to inform you that we would have to relist the contract for the seller as it had been off the market since you agreed to purchase it and we had not received or heard from you since March 30th. With that deadline fast approaching I wanted to attempt even one more time to connect with you before we cancelled your purchase and relisted for the seller. When I was able to finally connect with you over the phone, I stated that we had been trying to reach you for several days to follow up on your contracts and asked if you still moving forward with your purchase - you told me you were "no longer interested" in moving forward - I verified one final time that you did not want to move forward with your purchase and you agreed - I said Ok I will let the seller know so we can get them back on the market and relisted for another buyer and simply assumed our conversation was over as nothing more was being said on your part.

I'm very sorry for any miscommunication you may have felt or that I 'hung up on you' as I want to stress that was most definitely not the case.

I truly hope this helps clarify any confusion regarding your Copper Creek purchase from March 30th and I wish you nothing but the best.

It's not clear to me why you included this customer's name.

Your organizations' sharing of confidential information is starting to get to the level of irresponsible. This isn't the first time ...
https://www.disboards.com/threads/r...uctions-formatting-tool.3865009/post-63781459

 

[DduzDis]

It's not clear to me why you included this customer's name.

Your organizations' sharing of confidential information is starting to get to the level of irresponsible. This isn't the first time ...
https://www.disboards.com/threads/r...uctions-formatting-tool.3865009/post-63781459

What on earth are you talking about? I followed your link and found nothing. I used a different rep at Derek's company and found them completely competent and nothing but professional. Easy with the accusations (especially where you are not directly involved) I'd say. I'd hate to see this thread turn into a bashing without anyone being able to defend themselves or their reputation.

 

[havoc315]

OP had an accepted offer, and then ignored communications for days. The whole "I didn't receive the emails or phone calls" isn't an excuse -- If you know you're backing out of an agreement, then you have your own responsibility to communicate that you're rescinding the offer. I have no idea whether Derek hung up mid sentence or not, but it's hard to have any sympathy for OP based on the known information.

 

[gregskellington]

Yeah sounds like Derek was the problem here

 

[Arguetafamily]

OP had an accepted offer, and then ignored communications for days. The whole "I didn't receive the emails or phone calls" isn't an excuse -- If you know you're backing out of an agreement, then you have your own responsibility to communicate that you're rescinding the offer. I have no idea whether Derek hung up mid sentence or not, but it's hard to have any sympathy for OP based on the known information.

Not an excuse, I was not receiving my emails. Derek said they were being bounced back. As for calls I received one call 2 hours prior to speaking to Derek, I answered the second call and heard nothing on the other end.
My husband did change his mind about purchasing, two days later, it happens. We were also out of town that weekend. I agree I should have communicated this immediately but did not.
I should not have been hung up on period. I was going to express my sincere apologies but was hung up on.

I work with customers all day and can not hang up on them, even if they are yelling at the top of their lungs at me, I move the phone from my ear and try to calm them down. That’s what you deal with when working with customers, it’s the unpleasant truth no one tells you.

 

[DduzDis]

Not an excuse, I was not receiving my emails. Derek said they were being bounced back. As for calls I received one call 2 hours prior to speaking to Derek, I answered the second call and heard nothing on the other end.
My husband did change his mind about purchasing, two days later, it happens. We were also out of town that weekend. I agree I should have communicated this immediately but did not.
I should not have been hung up on period. I was going to express my sincere apologies but was hung up on.

I work with customers all day and can not hang up on them, even if they are yelling at the top of their lungs at me, I move the phone from my ear and try to calm them down. That’s what you deal with when working with customers, it’s the unpleasant truth no one tells you.

You're airing dirty laundry in a public forum and he has apologized publicly. I will tell you that this looks bad but not on Derek... You might have cost someone actual money and you got your feelings hurt in the process. If I was on the seller side I'd be livid with your actions and apparent lack of any sense of responsibility. I hope if you choose to pursue another contract (with any company) and decide to back out you take this as a lesson to be a little quicker with notification. Resale is a waiting game to begin with and you found a way to take it to the next level. Finally, if you deal in customer service, you have to know how bad this type of publicity can be for a company and puts them in a position where if they do defend themselves they look petty or worse, This is highly unfair on your part. I have no dog in the hunt other than I am a business man myself. In the age of word of mouth and references, you have to be absolutely mindful of the impact of your words in any forum.

 

[gregskellington]

The fact that you work in customer service and think this is how you handle a problem speaks volumes...and not about Derek.

 

[Wedgeout]

No DVC soup for you!

 

[Arguetafamily]

You're airing dirty laundry in a public forum and he has apologized publicly. I will tell you that this looks bad but not on Derek... You might have cost someone actual money and you got your feelings hurt in the process. If I was on the seller side I'd be livid with your actions and apparent lack of any sense of responsibility. I hope if you choose to pursue another contract (with any company) and decide to back out you take this as a lesson to be a little quicker with notification. Resale is a waiting game to begin with and you found a way to take it to the next level. Finally, if you deal in customer service, you have to know how bad this type of publicity can be for a company and puts them in a position where if they do defend themselves they look petty or worse, This is highly unfair on your part. I have no dog in the hunt other than I am a business man myself. In the age of word of mouth and references, you have to be absolutely mindful of the impact of your words in any forum.

Airing dirty laundry, that’s a stretch.

This IS a public forum is it not, much like Yelp, Reddit, Google Reviews, Zillow…
This was a bad review at best and small rant at least.

 

[Hopfather28]

I agree with defending Derek, but are we really just gonna gloss over the fact that he essentially doxxed this woman? Her user handle is all that should have been used to address her, especially given what her handle is.

 

[RamblinWreck]

Hi @Arguetafamily -

It's Derek w the DVC Resale Market and I wanted to first off apologize for any miscommunication regarding your Copper Creek purchase.

When you had agreed to purchase the Copper Creek listing back on March 30th, the listing was pulled off the market for the seller and we sent off contracts to you to sign. Since that day myself and our contract team had tried repeatedly to connect with you (emails were bouncing back, phone calls weren't being returned, etc.) as the contracts were not yet signed after 5 days and the seller was asking us for an update as they had signed and returned theirs.

I attempted to reach out again having to give an ultimatum of 5pm EST on Thursday to inform you that we would have to relist the contract for the seller as it had been off the market since you agreed to purchase it and we had not received or heard from you since March 30th. With that deadline fast approaching I wanted to attempt even one more time to connect with you before we cancelled your purchase and relisted for the seller. When I was able to finally connect with you over the phone, I stated that we had been trying to reach you for several days to follow up on your contracts and asked if you still moving forward with your purchase - you told me you were "no longer interested" in moving forward - I verified one final time that you did not want to move forward with your purchase and you agreed - I said Ok I will let the seller know so we can get them back on the market and relisted for another buyer and simply assumed our conversation was over as nothing more was being said on your part.

I'm very sorry for any miscommunication you may have felt or that I 'hung up on you' as I want to stress that was most definitely not the case.

I truly hope this helps clarify any confusion regarding your Copper Creek purchase from March 30th and I wish you nothing but the best.

You really shouldn’t be posting all of these details on a public forum.

This is extremely unprofessional.