Volkswagen Group of America, Inc

August 13, 2015This letter is in response to your correspondence that we received 8/10/2015 regarding the above mentioned claim. Volkswagen will be in contact with the customer to attempt to resolve his concerns.Sincerely,Kim L[redacted] SpecialistCustomer Resolution and Retention###-###-####

March 24, 2016Dear [redacted] and [redacted]...

[redacted]:We sincerely apologize for any service-related difficulties you may have experienced with your vehicle.We have thoroughly reviewed the service history of your vehicle. Unfortunately, [redacted] of America, Inc. ("[redacted]"), an organizational unit of Volkswagen Group of America, Inc., has determined that we will be unable offer financial assistance with replacement tires for your vehicle, as they are warranted by the tire manufacturer. Our factory representative has been involved and has determined the tires needed to be replaced due to normal wear and tear.[redacted] will continue to work within the terms of any applicable warranties to address any verifiable manufacturer shortcomings. If you still experience concerns with your vehicle, please contact an authorized [redacted] dealership to schedule a service appointment.Sincerely,Laura S.
Customer Resolution and Retention
Arbitration  Specialist
Volkswagen Group of America, Inc.
Ph. ###-###-####
Fax ###-###-####
mailto: [redacted]@vwgoa.comConfidentiality Notice: This
message (including any attachments) is intended exclusively for the individual
or entity to which it is addressed.  If you are not the named addressee,
you are not authorized to read, print, retain, copy or disseminate this message
or any part of it.  If you have received this message in error, please
notify the sender immediately by e-mail and delete all copies of the message.

Dear [redacted]:   This is in response to the Revdex.com complaint relating to your 2013 Volkswagen [redacted] TDI. If you have questions or concerns related to the TDI Settlement Program, please contact the Customer Support Team at 844-98-CLAIM (844-982-5246), as this is the team that...

is responsible for handling the TDI court settlement process. Unfortunately, we do not have access to your claim.   For information relating to the TDI Settlement Program, please visit the website VWCourtSettlement.com as it has the most up-to-date information.   Sincerely,  Laura S. Customer Resolution & Retention Specialist

Dear Mr. [redacted]:Please allow this to serve as receipt and response to your Revdex.com correspondence dated 12/20/2017, regarding the above mentioned vehicle.[redacted] Financial Services is a separate entity than [redacted] of America. Since [redacted] Financial Services is the correct department to address the concern regarding the property tax invoice, [redacted] of America recommends that you continue working with them.It appears [redacted] Financial Services is in the process of mailing you documentation to provide further clarification on the bill. The documents will include the department’s phone number in case you need to reach out to [redacted] Financial Services.[redacted] of America appreciates the opportunity to reply.Sincerely,[redacted] of America, Inc.Ryan H.Customer Resolution & Retention

This will acknowledge receipt and response to your Revdex.com correspondence dated ARE 12/05/2017, regarding your 2013 Volkswagen Tiguan. We Sincerely apologize for any sales-related difficulties you may have experienced with your vehicle. Volkswagen of America, Inc. ("Volkswagen"), an organizational...

unit of Volkswagen Group of America, Inc., has determined that the situation does not merit a settlement offer.Please be assured that Volkswagen takes a broad and liberal view when helping owners to be satisfied with their Volkswagen driving experience but we are notable to assist in all cases.When Volkswagen of America resells a reacquired vehicle, we first receive a signature from the potential new customer, acknowledging that the vehicle was reacquired. have attached the Reacquired Vehicle Disclosure Statement (RVDS) that Ms. [redacted] signed on 6/27/2014. I apologize if the selling dealership did not fully explain this document and what the signature was for.I understand this was not the response you were hoping for, but we appreciate the opportunity to reply.Sincerely, Ryan H. Customer Resolution & Retention

Dear [redacted]:Please allow this to serve as receipt and response to your Revdex.com correspondence dated 2/9/2018, regarding the above mentioned vehicle. We apologize for any customer service difficulties you have experienced at [redacted] Volkswagen. Please be assured that...

this complaint has been documented by Volkswagen of America.Also, this complaint has been forwarded to [redacted] Volkswagen. Each Volkswagendealership is owned and operating independently of Volkswagen Group of America.With that being said, each authorized dealership provides loaner vehicles to theircustomers at their own discretion. We apologize for any inconvenience you haveexperienced.We understand that this was not the response you were hoping for, however weappreciate the opportunity to respond.Sincerely,Ryan H.Customer Resolution & Retention Specialist

RE: 2016 [redacted] Case: [redacted] September 12, 2017Date Revdex.com Case: [redacted] VIN: [redacted]Dear [redacted]:This will acknowledge receipt and response to your Revdex.com correspondence dated 9/6/2017, regarding your vehicle. I apologize for any confusion and miscommunication. In the previous manufacturer response dated 8/29/2017, I advised you to reach out to Volkswagen Credit, Inc. I apologize, as it should have stated to contact Audi Financial Services and the lease end department. Once again, Audi of America and Audi Financial Services are separate entities. Both entities fall under the umbrella of Volkswagen Group of America.Audi of America is not able to respond on behalf of Audi Financial Services, its affiliates or subsidiaries. Audi of America is not the correct entity to address your lease end concerns. Lease end concerns are addressed by the Audi Financial Services Lease End department. For your convenience, I have included the Audi Financial Services support phone number for any lease-end inquiries.Audi Financial Services Support Lease-end inquiries ###-###-#### Monday-Friday, 8 a.m. to 8 p.m.Audi of America appreciates the opportunity to respond. We hope you find this response beneficial.Sincerely,Audi of America, Inc.Audi of America, Inc. Customer Experience Center [redacted] Auburn Hills, MI [redacted] Tel. +[redacted] Fax +[redacted] audiusa.comRyan H. Customer Resolution & Retention

This will acknowledge receipt and response to your Revdex.com correspondence dated 12/11/2017, regarding your 2013 Volkswagen Tiguan. We apologize that you did not find our response satisfactory. However, our position remains that we will not be able to provide any assistance with this matter.Please be assured that Volkswagen takes a broad and liberal view when helping owners to be satisfied with their Volkswagen experience but we are not able to assist in all cases.This complaint has previously been sent to the selling Volkswagen dealership, including the Sales Manager and the General Manager.I understand this was not the response you were hoping for, but we appreciate the opportunity to reply.Sincerely,Ryan H. Customer Resolution & Retention

October 9, 2017Dear [redacted]:Please allow this to serve as receipt and response to your Revdex.com correspondence dated 10/3/2017. I apologize for any concerns that you are experiencing with the TDI Settlement process.Unfortunately, I do not have any updates to provide you. According to your TDI case...

notes (reference case # [redacted]); our TDI department has not received any additional information regarding your appeal. The responses to the appeals are usually sent directly to the customer. The TDI department has also advised that there is no specific timeframe for these appeals. I apologize for this inconvenience.I have scanned your Revdex.com complaint and I will forward it over to our internal legal team to review. I will request that your appeal process will be expedited.I understand that this is not the response you were looking for. However, I appreciate the opportunity to respond.Sincerely,Ryan H. Customer Resolution & Retention Specialist

Hello,We have reviewed [redacted]'s complaint. We have alerted our area representative who will be in contact with [redacted] to discuss the matter and make arrangement to inspect the vehicle. Thanks,Kimberly L[redacted]Customer Resolution and
RetentionArbitration  SpecialistVolkswagen Group...

of America,
Inc.[redacted]Auburn Hills, MI  [redacted]Ph. ###-###-####Fax ###-###-####Email to: [redacted]@vw.comOffice Hours:  Monday –
Friday 9:30-6:00 EST

Please provide the attached letter to the customer. Thanks!Laura S.Customer Resolution and RetentionArbitration  Specialist Volkswagen Group of America, Inc.Ph. (844) 862-8942 ext. 43498Fax 248-754-6350mailto: [email protected] Confidentiality Notice: This message (including any attachments) is intended exclusively for the individual or entity to which it is addressed.  If you are not the named addressee, you are not authorized to read, print, retain, copy or disseminate this message or any part of it.  If you have received this message in error, please notify the sender immediately by e-mail and delete all copies of the message.   This is in response to the Revdex.com claim that was filed. I have contacted Volkswagen Credit. They have stated that the credit bureau team would submit a request to show the account is closed and paid in full. Please note: It can take the credit bureaus 30-60 days to update their records. Volkswagen Credit has also requested that a letter be mailed to you stating the account is closed and paid in full. The account will not be removed from the credit bureau; however it will be reported as closed, with a zero balance.If you require further Volkswagen Credit assistance, they can be reached at 1-800-428-4034.

Laura S.Name SpecialistTitle Customer Resolution & RetentionDepartment ###-###-####, ext. [redacted]Phone Revdex.com Case: [redacted] ###-###-####Fax RE: 2016 Volkswagen [redacted]@vwgoa.comE-Mail Case:[redacted]VIN: [redacted] January 18, 2017DateDear [redacted]:This will...

acknowledge receipt and response to the Better Business complaint dated 1/17/17 regarding your 2016 Volkswagen [redacted]. We sincerely apologize for any service-related difficulties you may have experienced with your vehicle.Each customer situation is evaluated on an individual basis with consideration given to many factors such as service history, the vehicle’s age and mileage, compliance with our scheduled maintenance requirements, type of repairs, and applicable state statutes. Taking this information into consideration, Volkswagen of America, Inc. (“Volkswagen”), an organizational unit of Volkswagen Group of America, Inc., has determined that the situation does not merit a settlement offer.Please be assured that Volkswagen takes a broad and liberal view when helping owners to be satisfied with their Volkswagen driving experience but we are not able to assist in all cases.Volkswagen will continue to work within the terms of any applicable warranties to address any verifiable concerns. If you are still experiencing concerns with the vehicle, please contact an authorized Volkswagen dealership to schedule a service appointment.Once this appointment has been scheduled, please contact me directly at ###-###-#### to advise of the date and time of the appointment. I will then contact the dealership to ensure the available technical resources from Volkswagen are used in the diagnosis of your vehicle.Sincerely,Laura S. Customer Resolution & RetentionVolkswagen of America, Inc. Customer CARE 3800 Hamlin Rd. Auburn Hills, MI 48326 Phone +[redacted] Fax +[redacted] www.vw.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: I am not satisfied with the quality of your vehicle and your response towards me.  I should not have to pay $700 to fix the steering on a 3 year old car.  The steering system on the car was defective due to manufacture.  My family has owned numerous Volkswagens, my father has leased 3 [redacted], my partner has owned 2 [redacted], and his father has owned over 5 VWs, we are very loyal customers.  After this experience, I don't think I can recommend buying a VW to anyone.  
Regards,
[redacted]

July 15, 2015
Dear Revdex.com:This will
acknowledge receipt and
response to your correspondence dated July 9, 2015 regarding the customers 2010 Volkswagen Jetta.
We sincerely apologize for any service-related difficulties they may have
experienced with your vehicle.Each customer situation is evaluated...

on an individual basis with
consideration given to many factors such as service history, the vehicle’s age
and mileage, compliance with our scheduled maintenance requirements, type of
repairs, and applicable state statutes. 
Taking this information into consideration, Volkswagen of America, Inc.
(“Volkswagen”), an organizational unit of Volkswagen Group of America, Inc.,
has determined that the situation does not merit a settlement offer. The
extended warranty that is in place for the vehicle does have guidelines that
need to be followed and without the vehicle having a misfueling guard we are
unable to extend an offer.Please
be assured that Volkswagen takes a broad and liberal view when helping owners
to be satisfied with their Volkswagen driving experience but we are not able to
assist in all cases.Volkswagen will continue to work within the
terms of any applicable warranties to address any verifiable concerns.  If the customer is still experiencing
concerns with the vehicle, please have them contact an authorized Volkswagen
dealership to schedule a service appointment.Sincerely,
Adrian G[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:It is not apparent that Volkswagen is honoring the agreement that they settled to pay me for my car, which I turned in over 2 weeks ago.  I have now called in six times, and been told each time that a form is being filled out on my behalf and to wait 3 more business days.  Who at VW is responsible for this process, and who required that a phone number be used as a security measure?  I have also contacted [redacted] Consulting and [redacted] on this matter.Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Though their response was extremely generic and did not help, they FINALLY got my offer extended after 3-4 times their claimed wait period. Due to this, I will no longer pursue action against them, but still find their customer service unacceptable.
Regards,
[redacted]

March 6, 2018Dear [redacted]:This will acknowledge receipt and response to your Revdex.com correspondence dated 3/4/18, regarding your 2013 Volkswagen [redacted]. We sincerely apologize for any service-related difficulties you may have experienced with your vehicle.Each customer situation is evaluated on an...

individual basis with consideration given to many factors such as service history, the vehicle’s age and mileage, compliance with our scheduled maintenance requirements, type of repairs, and applicable state statutes. Taking this information into consideration, Volkswagen of America, Inc. (“Volkswagen”), an organizational unit of Volkswagen Group of America, Inc., has determined that the situation does not merit a settlement offer.Please be assured that Volkswagen takes a broad and liberal view when helping owners to be satisfied with their Volkswagen driving experience but we are not able to assist in all cases.Volkswagen will continue to work within the terms of any applicable warranties to address any verifiable concerns. If you are still experiencing concerns with the vehicle, please contact an authorized Volkswagen dealership to schedule a service appointment. Your vehicle’s CPO warranty is valid through November 2019 or 64,000 miles, whichever occurs first.We understand that this is not the response you were hoping for, however, we appreciate the opportunity to respond.Sincerely,Ryan H. Customer Resolution & Retention

Dear **./[redacted]:This is in response to the Revdex.com complaint submitted on 2/28/17 relating to the TDI Class Action Settlement Program.  For information relating to the TDI Settlement Program, please visit the website VWCourtSettlement.com , as it has the most up-to-date...

information.  To speak to someone concerning the TDI Settlement Program, we must refer you to the Customer Support Team at 844-98-CLAIM (844-982-5246), as this is the team that was created to handle the TDI Class Action Settlement process and they have access to the information relating to the program.  We apologize we could not be of more assistance; however we do appreciate the opportunity to respond.The latest update in your TDI claim is that a closing appointment has been scheduled at [redacted] Volkswagen on 04/11/2017 at 1:30 PM. We apologize for your dissatisfaction with the length of the TDI Settlement Program. Sincerely,Ryan H.Customer Resolution & Retention Arbitration Specialist

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Audi North America's (ANA) reply is completely at odds with what was sent by their attorney and with common sense. My lease paperwork, the dealerships, etc., all direct me to the Audi customer service center not any VW call center nor anywhere else for that matter.  This type of practice (switching hats specifically to get someone to go away when there's no basis to turn them away) is very deceitful, dishonest, and just plain wrong/below board (More on this below). Also the letter from their attorney on this matter, [redacted] provides, "my client, Audi of America," and directs, "Any further communication regarding the termination of your lease" to his office not VW. This letter simply states that ANA just doesn't not want to discuss letting me out of my lease anymore but it does not deny their being the proper party for this nor does it direct me to VW. In fact this is the first time I can recall anyone from ANA has pointing me to VW...ANA can't have it both ways. In my numerous calls to ANA they specifically stated they were the ones to yes or no my request visa vis getting out of my lease early. In fact the manager who personally (and consequently very unprofessionally) demanded all of my calls regarding this go through him (Seth I believe), never once directed me VW's way. Finally, when I asked him about talking to VW, he advised it was the same people and refused to provide me a phone number for that entity. The attorney they hired specifically to ask me to not ask them out of my lease does not state they are the wrong party but instead basically states they are unwilling to discuss this option. The attorney in fact demands that I only talk to him about this. But NOW ANA is sending me to VW? Also worth mentioning is the pattern here- twice ANA has cut off ordinary communications with me regarding termination of my lease- sending me to one person. More strange- neither time did ANA mention me calling VW. But now here, in a Revdex.com complaint, they want me to go to VW? If that was where I needed to go why did Seth (I believe was his name) and pretty much all others tell me they wouldn't do anything different?Most peculiar is that my request to be put into a more comfortable vehicle (a proposed compromise which Audi shot down) within the Audi family would almost certainly be handled by...AUDI. So would ANA please respond to my issues without pointing me up the road? Right now their approach appears to me to like that of a thimblerig with a shell game. Their almost swindling responses attempting to point the finger to VW, point the finger at their franchises, or even point the finger at me. Basically point the finger wherever to avoid assisting me. ANA's gone so far as to flat out ignore my concerns as I indicated in my last response to their "response". This complaint is about ANA from me, and is being facilitated through/by the Revdex.com- no other parties should be included based on what is contained in the record as I've outlined here. My request is that ANA start handling this matter appropriately and professionally. ANA, please stop playing shell games and just play fair.The second is not met where the record shows the company is specifically side stepping the issue and attempting to refer me elsewhere. This is one of the issues in my complaint, specifically my asking ANA to clarify on the record who to talk to about this issue. In my from 8-22 I provided, "So first I need to know- is the business now putting on the record that I am free to contact Audi North America regarding terminating my lease? Because the business's attorney threatened (as outlined at LENGTH in my complaint) legal action for any further inquiry on this matter. So clarification on this point is needed"  I provided the last line requesting a point of clarification. Audi now sends me to VW. Buy their lawyer directs me to him. So where am I allowed to go? This issue is clearly unresolved.Please reopen to clarify.Regards,
[redacted]

May 31, 2017[redacted]Thank you for contacting Volkswagen of America, Inc. (“Volkswagen”), an organizational unit o[redacted]...

regarding your [redacted] Settlement case. Please allow this to serve as response to your Revdex.com case received on 5/25/17. I would like to sincerely apologize for the poor experience and the delay in receiving your TDI Settlement offer letter.I wanted to make sure that this case was being addressed properly. I contacted the supervisors of the department for the TDI Settlement claims. Your VIN has another owner who submitted information in the TDI claim portal that showed conflicting dates for the buyer and the seller. Due to the unresponsiveness of the other claimant who filed under this VIN, the supervisors are proceeding with your [redacted] The next step will be for the third part company, [redacted] to validate the offer letter, before it is sent out to your address for review.Volkswagen values you as a customer. The trust of our customers and the public is and will continue to be our most important asset. We at the Volkswagen Group will do our best to justify the trust that so many people have placed in us.For any future questions or to receive updates on your TDI claim, I encourage you to contact the Customer Support Team at [redacted], as this is the team that was created to handle the [redacted] Settlement process and they have access to the information relating to the program. Once again, I would like to apologize that it had to reach this point, before the case was advanced to the next step of the TDI Settlement process.Best Regards,Ryan H