DO NOT USE GMAC-(long!!!)

[zurgswife]

I would never rely on my filters catching everything....I scan my junk mail every single day and I find at least one item everyday that should have been sent to my regular box.

I definately change my filter and also check it just to be sure.

 

[Lady V]

while yes, she should check her junk mail just in case....THIS IS NOT HER FAULT!! Why does it seem like people just want to get on to others when something happens? the fact is..she recieved VERY poor customer service and now she doesn't know when she will get her money? Ridiculous!!!

 

[wonka27]

I agree this was a case of poor customer service. When spending the amount of money it takes to buy into DVC, a little courtesy and understand should come with the deal. You can rip her all day long about email and filters, but that DOES NOT EXCUSE poor communication and providing an environment of understanding and care.

 

[LIFERBABE]

while yes, she should check her junk mail just in case....THIS IS NOT HER FAULT!! Why does it seem like people just want to get on to others when something happens? the fact is..she recieved VERY poor customer service and now she doesn't know when she will get her money? Ridiculous!!!

Exactly! This wasnt the Mousesavers newsletter, (which does an excellent job and informs people to check their junk folder) this was a financial transaction. The operative word is service and i cant see where the service occurred in this story. If others want to use this company and dig thru their junk folder for key documents then dig on!

 

[El&Asmom]

I'm sorry you had such a poor experience. I agree, whenever anyone sends out a complaint, many people do the best they can to find fault in anything you may have done incorrectly.

Bottom line, some things went wrong that GMAC could not control. Most of your disappointment in a contract that went bad could have been avoided if they took pride in their customer service and kept you in the know.

I guess I'll limit my search for a resale contract to the TTS.

Good luck in finding a new contract. Keep the dream alive.

 

[goldilocks_63]

Even if the OP missed the email,

why on earth when they called the first time after a week didn't they do some investigation to find out what's going on, instead of brushing off the customer.

I agree that GMAC did poor service from this description.

All I can say is I've used TSS 3 times now, and they have been very helpful / accurate / timely.

Even if another service saves you $100, or whatever off the price, do you really save if it causes you hundreds of hours of your time. I value my time, and people / services who can save it for me to use as I wish are the ones I want to deal with.....

Sorry for the hassle you had to go thru, and thanks for posting your experience.

****

I saw someone else above suggested disputing the transaction with your credit card company. I would do so immediately.



Goldi

 

[Disney Kim]

I just want to say that I am currently in the works of using GMAC, and they asked me how I would like the contract sent to me, e-mail, fax or mail.
I said E-mail because for me thats the better way.
If someone doesn't think important documents should be sent through e-mail than say that from the beginning of the transaction!!!!
I have had many important documents, financial and not deliverd to my e-mail - at my preference. But that said my parents would never do such a thing, and they would say that outright when told something was going to be e-mailed to them..

 

[rigsby25]

The customer service you received is horrible. Check next week. Check next week. I believe it their responsibility to do the checking. There is so much competition in this world for goods and services, that customer service can make or break a company. I don't care what the issue is, I will switch to another company if possible if I don't get at least what I consider normal customer service. I am in a situation today where Citi Bank says call American Airlines, American Airlines says, no Citi Bank has to handle that matter. Back and forth, back and forth. We just opened new Citibank Mastercards and they linked both my husbands and mine to my Advantage number instead of his to his and mine to mine. Good grief.

The easiest way I use to sort my spam mail is to sort it alphabetically by sender. Then I can run through it rather quickly.

 

[Dean]

Exactly! This wasnt the Mousesavers newsletter, (which does an excellent job and informs people to check their junk folder) this was a financial transaction. The operative word is service and i cant see where the service occurred in this story. If others want to use this company and dig thru their junk folder for key documents then dig on!

The company has no knowledge or control how your junk filters are set up. It's possible to set most of them up so everything except what you tell them to goes to to the junk folder, other settings may be less stringent. I have noticed a change in the last few months with Microsoft products where things that never went to junk in the past now are.

As reported, there certainly is some fault on GMAC's end but it is not the actual delivery of the documents nor necessarily the refund situation. Plus we only have one side of the story. Based on this report alone I wouldn't avoid GMAC.

 

[rigsby25]

As reported, there certainly is some fault on GMAC's end but it is not the actual delivery of the documents nor necessarily the refund situation. Plus we only have one side of the story. Based on this report alone I wouldn't avoid GMAC.

Its not so much what was or wasn't GMAC'S fault, but their total lack of interest in assisting the OP - giving her the wrong information about the credit card refund, and then being so casual with her concerns. I will avoid GMAC based on this report.

I am hearing so many good things about TSS that I don't see much reason to go through anyone else. I actually bought my first contract from she who cannot be named, and that is because TSS seemed reluctant to conduct business through e-mail, and insisted on calling me while I was preparing dinner for my family. I have since been getting e-mails from Jason daily on what's available. That is good customer service. I can sit down and look through the listings at my leisure and that is the way I want it.

 

[Dean]

Its not so much what was or wasn't GMAC'S fault, but their total lack of interest in assisting the OP - giving her the wrong information about the credit card refund, and then being so casual with her concerns. I will avoid GMAC based on this report.

I am hearing so many good things about TSS that I don't see much reason to go through anyone else. I actually bought my first contract from she who cannot be named, and that is because TSS seemed reluctant to conduct business through e-mail, and insisted on calling me while I was preparing dinner for my family. I have since been getting e-mails from Jason daily on what's available. That is good customer service. I can sit down and look through the listings at my leisure and that is the way I want it.

Again, we only have the one side of the story. I don't think there's enough info here to judge GMAC one way or another, even it everything is exactly as reported.

Maybe I'm a more aggressive buyer/seller. I'm more interested in getting exactly what I want and at my price than working with a single agency. But them I feel I'm educated enough to take the minimal additional chances involved and I do think they are minimal if done correctly. I've bought from companies that charge an upfront listing fee, I've bought and sold directly with individuals, I've even done the closing myself both as a buyer and seller including on $20K transactions. Realize that most closing companies don't even recheck the points accounting and some don't check it at all other than to be sure how many annual points are owned.

Also remember you're talking two entities here. GMAC and the closing company, they are not the same. While GMAC may have made commitments they didn't keep, the closing company would had had no way of knowing that. My bet is that had it been one of the other companies including TSS, things could have easily been just as negative. Bad things happen at times even with good companies.

 

[Youarehere]

while yes, she should check her junk mail just in case....THIS IS NOT HER FAULT!! Why does it seem like people just want to get on to others when something happens? the fact is..she recieved VERY poor customer service and now she doesn't know when she will get her money? Ridiculous!!!

I agree- I'm suprised how many people think this is her fault. I also threw away my closing documents because they went to my bulk mail folder. I WAS informed when I passed ROFR, but still missed it somehow. TTS was very prompt in rectifying the situation.
About the refund- I think a simple "I'm very sorry, but it will take 2-3 billing cycles to process the refund" would make the OP feel better- instead she is getting a run-around.

 

[graygables]

Just a little heads up about checking spam...

Back in 2003, I did a delete spam thing. A week later, I randomly did a quick scan and saw a "You may be the winner!" email. At first I was skeptical (of course!) but it really struck me as different from the others, so I opened it. Guess what? I *WAS* a winner...of the Kellogg's Bobbleheads Walt Disney World Sweepstakes!!! They paid for us to fly to WDW, stay in the Grand Floridian, 4 day park hoppers and $250 Disney Dollars. Come to find out, I was about the 8th one chosen b/c the other 7 had ignored/deleted the emails! They were so relieved to finally be able to give away the prize!

Moral of the story: NEVER depend on a spam filter. NEVER delete spam without scanning it first.

Now that little lesson is over...the communication over the refund you had was simply horrid customer service. After the first week, I would have filed a dispute on my credit card (and it's not too late...go for it) I'm in a similar situation, gave the company until 5/5 to issue a refund. I had to rattle their cage, but they said the purchase date was too old for them to be able to refund it, so they are having to send a check (which are only cut one day/month), so again, I have to wait. It stinks when you just want to put it all behind you and to not have YOUR money working for YOU, really stinks. Definitely follow up with the company and the BBB with a non-emotional, outline THEIR mistakes (not the sellers or your spam issue) letter. If nothing else, it might improve the customer service for the next guy who comes along.

 

[rigsby25]

If nothing else, it might improve the customer service for the next guy who comes along.

I SO agree with you. The consumer needs to keep on these companies. Ignoring bad customer service won't make it go away.

 

[TenThousandVolts]

Sorry to be off topic but- GMAC accepts ccs for purchases? Or just the deposit?

 

[Mickey Moose]

Sorry to be off topic but- GMAC accepts ccs for purchases? Or just the deposit?

I used CC for deposit only, I was told certified funds for the balance.............

 

[Spark]

We were told initially that we could charge our entire purchase on credit card, but when it came time to close, were told that we could only charge $4,000 to credit card and the rest had to be by certified check. Another note---I never received a call that we had passed ROFR or that we had closed. The only way I found out is that we received a DVC Welcome Box in the mail. Communication was not a strong point in our experience...

 

[PottersMom]

They took a credit card for the balance of the contract because it was a small contract. Which is also why, In my opinion- why I'm getting crappy customer service.
I'm sorry, but I think Dean secretly works for GMAC

The thing of it is- for the LAST TIME
If the agent handling the sale called me on the phone, LIKE SHE SAID SHE WOULD, when we passed ROFR- I would have known the the closing documents were going to be sent to my address, and therefore I would have known WHEN TO LOOK FOR THEM so that they weren't automatically deleted. The e-mail folder empties itself. NOT me. But give it up already.
I am also of the squeaky wheel theory. After we sent in the contract I called a few times to see where they stood. On one of these calls, (I made) the agent told me that they had sent the contract over to Disney a few days ago and it could take up to 30 days to pass ROFR and we wouldn't have a closing date until we heard back from Disney. So nothing can happen until we hear back from Disney.
GMAC "You will be the first person I call when we hear back from them. But for now, we have to wait."
I took this as a "don't call us, we'll call you" type of scenario, so I did what I was told and waited.
and waited
and waited.
No one called- or e-mailed me , (for that matter) to tell me we passed ROFR. No one called or e-mailed me to tell me the closing date. No one called or e-mailed me to make sure I received the documents. I waited for these things to happen like I was told to do, and when they didnt happen in the time I was told they would happen I knew something was wrong.
Once I discovered that we passed and nobody told me, and the documents were sent a long time ago- I told my agent I was unhappy with the way she handled this, but I didn't give her the third degree about it. I said it and got over it. After wasting 2 weeks, I wanted to get this done.
AS far as the refund is concerned- there is NO EXCUSE.
If she had explained the situation properly from the beginning I would have completely understood. Its all about expectation. The time to expalin the procedure for the refund is when (well, when I first asked about the procedure for a refund) when I cancelled the contract.

Don't tell me after two weeks of waiting that refunds are only issued on Fridays, (when now 3 Fridays have passed since the contract was offically closed). And Certainly do not tell me that- when I am now calling you ON A FRIDAY- furious that you told me to wait an extra week for no reason. Don't tell me that you've just realized that the reason I don't have my refund is because some guy went on vacation!!! becasue all that does is illustrate that you:
A) Lied to me (or made up something) about getting my money back in a timely manner.
B) haven't followed up on this for three weeks.
C) Still don't care enough to demand that the title company release the funds TODAY, as it's a Friday. Instead of a passive: "do your best" I prefer the more direct "DO YOUR JOB".
Then the non-sense about the manager only being in the office for ten more minutes. If he had been doing HIS job- he would have used those ten minutes to call the title company and asked them to overnight the check, so they could issue my refund on Monday.
Instead - Another supervisor told me that my refund should never have taken this long and assured me this would be is "top priority" on Monday and he would talk to the title company "first thing" and have them overnight a check to them, so they could in turn- overnight a check to me. Then he would call me back "immediately".
It's 10:30 AM on Monday morning

Lastly: I find it a fascinating trend that the men on these boards are still harping on (after 3 pages) about how I'm such an idiot because I should know how the filter is set on my spam mail and I should go through it every 30 seconds in case I should miss something important because "it's not foolproof you know"...

whereas the women actually get the point.

Someone told me they would do something and didn't.
I said I had a problem and nobody listened.
Then they realized I was right.
I feel like I'm married to GMAC

 

[JimMIA]

I'm sorry, but I think Dean secretly works for GMAC

I don't think so. Even on those rare occasions when I don't agree with Dean, I've never thought him to be a subversive. Okay, subversive maybe...but never undercover!

Lastly: I find it a fascinating trend that the men on these boards are still harping on (after 3 pages) about how I'm such an idiot because I should know how the filter is set on my spam mail and I should go through it every 30 seconds in case I should miss something important because "it's not foolproof you know"...whereas the women actually get the point.

Naw, lots of us guys agree with you. We sometimes develop odd fixations with technical things, but we recognize rotten service when we smell it.

 

[Dman67]

Has anyone mentioned that GMAC charges a $195 processing fee for DVC Resales? This is a fee above and beyond the normal closing costs associated with a resale. You'd expect to have a bit better Customer Service when using GMAC since you are paying for it with this processing fee. I'm sorry this happened to you PottersMom, but I am greatful to you for posting this incident because it will help others to either pass on using GMAC or if they do decide to use GMAC to be more proactive in the whole resale process. Good luck to you! Hope to see you around a DVC resort some day soon.