dissapointed in timeshare store

[ImagineerM]

We just had a somewhat similar experience with the TSS. No one ever called me to let me know how my contract was progressing - I always had to call and have someone call me back to find out anything. We had a very slow seller and ended up canceling the contract - 5 weeks after ROFR and we still had no closing documents - the seller refused to get a document needed for closing. I have closed 3 contracts with Jaki and Ken and was used to them calling to chat and keep me up to date with what was going on - maybe the TSS just isn't like that. I know in my situation, the seller was the problem, but being kept in the loop as to what was going on would've been nice.

TSS upset me a while back when they screwed up an offer I made on a contract and then it was bought out from under me -- and my offer was better!

Ended up finding another contract through Jaki and ****. I must say, however, that I haven't seen this legendary service from them either. Only heard from them twice via phone -- once to tell me offer was accepted and a second time telling me that we'd passed ROFR.

All of the other paperwork has been done via Kevin -- who hasn't been good about returning emails. Luckily nothing major is going on...I hope.

I received my closing papers and they were all different...emailed to ask what was up and never heard back. Eventually had to call the closing agent and ask....problem resolved and check has been mailed. I figure I'll hear something in a month or two. I guess I'm old fashioned -- sure wouldn't mind a courtesy call or two.

Cheers,
J

 

[PSC]

I guess I was lucky because Brenda was my closing agent and I have to give her an A++! She ALWAYS got back to me via e-mail and phone and gave me great service and advice when I was a bit leary towards the end! I felt very comfortable with resale process after speaking with her!

Good luck

Just another satisfied customer extolling the virtues of Brenda and Magic Vacation Title.

 

[Jerry@dvcstore]

I am very sorry to hear of your problems.

If you ever send an email to our office and not get response, Please call. There are times when your agent may be out of the office and unable to check their email. But if you call TSS, another agent at TSS will be able to assist you with questions / updates / follow up with the seller/buyer / follow up with the Title company.

Our goal is to help buyers and sellers have the smoothest transaction though closing. If you are not getting a response to an email, Please call.

We are open from 9 am - 9pm Monday - Friday and 9 am - 6 pm Sat - Sun.
1-800-550-6493 or 407-239-8899. Even if it is after hours, please leave us a message and we will call you ASAP the next day.

Any agent at TSS will be happy to Help You (even if your agent is not working) and we will do our best to resolve your issue as quickly as possible or get you an answer to your question.

 

[sleepydog25]

In my recent case, I worked with both TSS and Brenda at ***. Overall, the experience was positive. In most all instances, my questions to TSS were answered quickly and professionally, primarily by my particular agent, and in the one or two instances where he was away, by another agent. Brenda was also on the ball re: the titling process. She kept me in the loop all the way up to the final closing. . .when, interestingly enough, I got the news of my closing from TSS, not ***! In fact, I've yet to hear from Brenda that I'm closed. Apparently, *** called TSS who then informed me. . .but no call or email from *** still. Taken as a whole, though, I'd recommend both companies.

 

[auralia]

Just got notice of closing but nothing from the actual time share store reguarding it just an email from the closing agent telling me to contact Disney in 7 days as that is about when I should be In the system. I'm glad it's almost over! Brenda was the only one at TSS who answered emails promptly if at all so tnks to Brenda!

 

[5forDiz]

I am very sorry to hear of your problems.

If you ever send an email to our office and not get response, Please call. There are times when your agent may be out of the office and unable to check their email. But if you call TSS, another agent at TSS will be able to assist you with questions / updates / follow up with the seller/buyer / follow up with the Title company.

Our goal is to help buyers and sellers have the smoothest transaction though closing. If you are not getting a response to an email, Please call.

We are open from 9 am - 9pm Monday - Friday and 9 am - 6 pm Sat - Sun.
1-800-550-6493 or 407-239-8899. Even if it is after hours, please leave us a message and we will call you ASAP the next day.

Any agent at TSS will be happy to Help You (even if your agent is not working) and we will do our best to resolve your issue as quickly as possible or get you an answer to your question.

Yep totally agree with what is posted here by Jerry; we've purchased through TSS & every contact was handled in a timely, reasonable manner. OP's experience sounds very out of the norm, but as with anything in life things can go awry from time to time, and no doubt, the added pressure the op is feeling to get a trip in with points due to expire May 31 makes every aspect of this sale seem like it is not happening as it should or quickly enough.

 

[auralia]

i was never bothered by the time frame TSS can't make the sellers send in their docs (which was the hold up) but TSS didn't reply to emails for 5 days until i emailed brenda and then i got 2 emails witin a couple of hours i was only looking for updates and where things were and felt my emails should have been answered even if the answer was we have no idea it would have at lease shown that they were reading my emails which is all i asked.

 

[sleepydog25]

Just got notice of closing but nothing from the actual time share store reguarding it just an email from the closing agent telling me to contact Disney in 7 days as that is about when I should be In the system. I'm glad it's almost over! Brenda was the only one at TSS who answered emails promptly if at all so tnks to Brenda!

I can't help but chuckle since it was the TSS who told me I had closed, and I've yet to hear anything from Brenda (she works for *** not TSS). Still, it was a positive experience overall, no matter who did what for me.

 

[LouisianaDisneyFan]

Auralia, were your unanswered emails directed to a specific agent? If so, which one?

 

[5forDiz]

Auralia, were your unanswered emails directed to a specific agent? If so, which one?

Good question, sometimes it is an individual and not an entire organization that

creates a bad customer service situation TSS would probably want to

know if staff member isn't on top of correspondence.

 

[hollybud68]

I was not notified by either TSS or *** that my closing took place...even though I was sending repeated emails to *** inquiring on the closing.
I found out it had closed when Disney emailed me my temporary PIN #, and that was only 2 days after I had contacted *** and they told me that they had only just received the documentation from the seller.
I never heard from TSS at all after they received my check. To me, once they had my money it was on to the next one. In their defense, I never emailed them to ask for updates, but I don't feel that this is my job...that's what they get paid for.
I then got a letter in the mail from *** telling me that it had closed.
IMHO, poor communication all around!

 

[dbs1228]

I can't help but chuckle since it was the TSS who told me I had closed, and I've yet to hear anything from Brenda (she works for *** not TSS). Still, it was a positive experience overall, no matter who did what for me.

The way I understand it, Brenda being a closing agent, "handles" the closings FOR TSS and once a property is closed the AGENT (TSS) contacts the buyer to relay that the closing is done and I would assume contact the seller to let them know and that the check is in the mail! I got an e-mail from TSS saying we closed that was it, but it was more then I got from my dvc guide!

 

[dbs1228]

Another quick note when I orginally inquired on a resale I got an e-mail from Robert, when I called with further questions he was not in the office (I was expecting to be put through to his voice mail) but to my surprise another agent instantly got on the phone and answered all my questions then proceded to say Robert will be my agent but if I have any other questions please feel free to call anytime.

 

[sleepydog25]

The way I understand it, Brenda being a closing agent, "handles" the closings FOR TSS and once a property is closed the AGENT (TSS) contacts the buyer to relay that the closing is done and I would assume contact the seller to let them know and that the check is in the mail! I got an e-mail from TSS saying we closed that was it, but it was more then I got from my dvc guide!

That's rather what I thought, too, so when I inquired with TSS, the agent told me, "I'm not sure what ***'s policy is, but when the property closes, they usually inform us as a courtesy and we pass the information along." Now, that statement implies the titling company would normally tell the buyer and seller that the contract is closed. lol I'm beginning to think that neither TSS nor *** consider it their role to inform the involved parties. Still, as posted, I DID find out once I made contact with both *** and TSS. The lesson I would take from this experience is that buyers and sellers should take the initiative to see where they are in the process.

Robert was my agent, as well, and was always very prompt in responding to my emails. In the few instances where he wasn't in the office, someone else responded to my emails in a very timely manner. I didn't feel as though I was a special customer to them (nor did I expect to be treated as such), but I always felt they were interested in doing their professional best to help me. I would recommend them.

 

[scot@dvcstore]

I agree with Jerry's earlier post, If you ever email anybody at The Timeshare Store, Inc. or Magic Vacation Title and do not get a timely response, please call the office ASAP. I am extremely confident there is not an associate in the office who does not respond to emails. If an associate is out of the office, the response may be delayed but never ignored. Generally you will receive an email response from an associate that is working while your associate is away from their email.

There have been a few times when an email was never received or ended up in a SPAM folder for an unknown reason. Never hesitate to call if your email is not answered in a timely fashion.

 

[minniemoms]

Ok, I am confussed. Is the Timeshare store, the same as the dvc store?
We have 4 separate contracts, and sadly I think we will need to sell one of them in this economy. So confused, and a bit scared of who to go thru.

 

[dbs1228]

Time Share Store is a resale company for dvc timeshares and is NOT dvc store. There are also several other good resale companies out there. I used TSS and had a great experience as a buyer. Contact the different resale companies, talk to a few different agents and I think you will have a clearer idea of the whole process and hopefully will feel really comfortable with one of the agents you contact.

Good luck!

 

[5forDiz]

Ok, I am confussed. Is the Timeshare store, the same as the dvc store?
We have 4 separate contracts, and sadly I think we will need to sell one of them in this economy. So confused, and a bit scared of who to go thru.

You are probably thinking of DVC's Doorway To Dreams stores when thinking of 'the dvc store'; there is one located in Woodfield Mall in Schaumburg, Illinois and Roosevelt Field Mall in Garden City, NY; they do not handle dvc resales but you can purchase a contract directly from Disney at these locations.

 

[toniosmom]

Another quick note when I orginally inquired on a resale I got an e-mail from Robert, when I called with further questions he was not in the office (I was expecting to be put through to his voice mail) but to my surprise another agent instantly got on the phone and answered all my questions then proceded to say Robert will be my agent but if I have any other questions please feel free to call anytime.

My experience has been the same. I have received several replies to my emails from an agent who was not assigned to me. I really appreciate this commitment to service. I feel like I am a client of the TTS, not just the agent. Now if the TTS could just get Disney to make a decision on my ROFR!!!

 

[dbs1228]

My experience has been the same. I have received several replies to my emails from an agent who was not assigned to me. I really appreciate this commitment to service. I feel like I am a client of the TTS, not just the agent. Now if the TTS could just get Disney to make a decision on my ROFR!!!

Oh good luck with the ROFR I know that feeling! They have been deciding it seems in a 3 week period give or take a day or two. How long has it been? Sending pixie dust your way!