Volkswagen Group of America, Inc

Hello [redacted],I do apologize that you are not satisfied with our response. The best way to stay informed as a TDI owner is the www.vwdieselinfo.com. We do appreciate all of customer's and will continue to add information to the site as it is available.Best Regards,Customer Resolution and Retention

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.Customer Resolution and Retention

April 28, 2017Via [redacted],The Revdex.com.141 1 K Street, NW, 10th Floor,Washington, DC 20005-3404.Re: In re. Volkswagen "Clean Diesel" Marketing, Sales Practices, and Products Liability Litigation, No. 15-md-[redacted] (N.D. Cal.): [redacted] (ID [redacted])Dear...

[redacted]:| Write on behalf of Volkswagen Group of America, Inc. ("Volkswagen') in response to your letter dated April 14, 2017, which was received by Volkswagen on April 18, 2017. Volkswagen has investigated [redacted]'s claim, and it appears that [redacted] experienced an issue with his Electronic Fund Transfer (“EFT") due to email issues. On March 13, 2017, Volkswagen sent the initial EFT email to [redacted] at his email address skomrock(a)hotmail.com. This was within the time period required by the settlements, however, the email was likely blocked by [redacted]'s spam filter or firewall, because on March 17, [redacted] called Volkswagen to let them know he did not receive the EFT email. On March 27, [redacted] changed his email in the Online Claims Portal to a new email account, which required Volkswagen to void the initial EFT. On March 31, Volkswagen requested a void of the initial EFT so that it could send a new EFT to [redacted]'s updated email address, which resulted in the payment cancellation email that [redacted] received. A new EFT was issued to [redacted] on April 3 and he accepted the payment on April 5.If you require any additional information concerning this matter, please do not hesitate to contact me.Sincerely,Katharine R

Brenda:Please provide the attached letter to this customer.Thank you,Laura S.Customer Resolution and RetentionArbitration  Specialist Volkswagen Group of America, Inc.Ph. ###-###-####Fax ###-###-####mailto: [redacted].com 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.  Laura S.Name SpecialistTitle Customer Resolution & RetentionDepartment ###-###-####, ext. 43498Phone Revdex.com Case: [redacted] ###-###-####Fax RE: 2015 Volkswagen [redacted].comE-Mail Case: [redacted] VIN: [redacted] January 12, 2017 DateDear [redacted]:This will acknowledge receipt and response to the Revdex.com complaint dated 12/29/16 regarding your daughter’s 2015 Volkswagen [redacted]. We sincerely apologize for any service-related difficulties you may have experienced with her vehicle.Each customer situation is evaluated on an individual basis with consideration given to many factors. 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 reimbursement of the maintenance service performed at a non-participating dealership.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.Per your telephone conversation with Volkswagen Customer CARE, a formal complaint was filed against Smith Volkswagen regarding your experience.Although we could not provide a favorable response, we appreciate the opportunity to respond to your concern.Sincerely,Laura S. Customer Resolution & RetentionVolkswagen of America, Inc. Customer CARE 3800 Hamlin Rd. Auburn Hills, MI 48326 Phone +[redacted] Fax +1 [redacted] www.vw.com

Dear [redacted]: On behalf of Volkswagen of America, Inc. (“Volkswagen”), an organizational unit of Volkswagen Group of America, Inc., this letter will acknowledge receipt and response to your request for reimbursement of out of pocket expenses regarding the above-mentioned vehicle. We have...

thoroughly reviewed the repair history of your client’s vehicle. Volkswagen of America, Inc. (“Volkswagen”), an organizational unit of Volkswagen Group of America, Inc., has determined that the history does not merit a settlement offer. Volkswagen will continue to work within the terms of any applicable manufacturer’s warranties to address any verifiable concerns with your vehicle.  If you experience any warrantable concerns with your vehicle, please contact an authorized Volkswagen dealership to schedule a service appointment.  Sincerely, Volkswagen Customer Resolution & Retention

Hello Mr. [redacted], 
This
will acknowledge receipt and response to your Revdex.com correspondence dated 9/8/17,
regarding your 2011 Volkswagen [redacted]. We sincerely apologize for any service-related
difficulties you may have experienced with your vehicle. After reading the case notes in your...

previous case with Volkswagen's Regional Case Manager, reference case # [redacted]; it appears your concerns have been addressed. We apologize that it had to get to this point, but I am glad to hear the dealership addressed your concerns. Kind regards, Ryan H.Arbitration Specialist

RE: 2009 Volkswagen [redacted] Case: [redacted] April 17, 2017Date Revdex.com Case: [redacted] VIN: [redacted]Dear [redacted]:This will acknowledge receipt and response to your Revdex.com correspondence dated April 17, 2017 regarding your vehicle. We sincerely apologize that you disagree with Volkswagen of America’s decision.Once again, this case has been reviewed within multiple departments and by various levels. The decision remains that Volkswagen of America, Inc. will not be able to provide assistance for the concerns with the ABS module.As previously stated, the ABS module will not communicate and the correct fault codes to perform the recall are not present. Therefore, the recall cannot be performed until the necessary repair is made. Due to the age and mileage of the vehicle, this repair would need to be covered by the customer. A Volkswagen dealership previously recommended repairs to the ABS module back in August of 2016; before the ABS module recall notice came out. The repairs to the ABS module were declined at that time.Volkswagen will continue to work within the terms of any applicable warranties to address any verifiable concerns. We apologize for any inconvenience, but we appreciate the opportunity to respond.Sincerely,Ryan H.

Dear [redacted]:This will acknowledge receipt and response to your Revdex.com correspondence dated 11/27/2017, regarding your 2009 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.The repair that you are seeking reimbursement for was to replace the N80 valve (RO # [redacted]). This repair is unrelated to the 20Z4 campaign for the fuel filter flange.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.I realize that this was not the response you were hoping for. However, Volkswagen of America appreciates the opportunity to respond.Sincerely,Ryan H. Customer Resolution & Retention

March 10, 2017M[redacted] Charlotte, NC [redacted]RE: 2012 Volkswagen [redacted] Case: [redacted] VIN: [redacted]Dear [redacted]:Thank you for contacting Volkswagen of America, Inc. (“Volkswagen”), an organizational unit of Volkswagen Group of America, Inc., regarding your vehicle. Your request to address the concern with the EFT from [redacted] has been escalated to the Customer Resolution & Retention Team for further analysis. We regret that you have concerns that have led you to engage with our team, but assure you that your request will receive our thorough and detailed attention.We have reached out to the department who handles the TDI settlement process. We were advised that your account was unblocked a few days ago and you can access the EFT email.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.Best Regards,Ryan H. Customer Resolution & RetentionVolkswagen Group of America 3800 Hamlin Rd. Auburn Hills, MI 48326 Telephone 844 862 8942 Fax +1 248 754 6504

Please see the attached response to this complaint. Thanks!Laura S.Customer Resolution and RetentionArbitration SpecialistVolkswagen Group of America, Inc.Ph. ###-###-####Fax ###-###-####mailto: [redacted]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.  We received the complaint you filed with the Revdex.com regarding the 2013 [redacted] lease that you turned in October, 2015. As you have not identified a manufacturer shortcoming with the vehicle, we are unable to provide assistance. Since you have a concern with the fees associated a previous lease, you are encouraged to speak with the dealership directly for assistance.Sincerely,Laura S.Customer Resolution & Retention Senior Specialist

Hello,March 30, 2017[redacted] Danville, CA [redacted]RE: 2014 Volkswagen Passat VW Case #: [redacted] VIN: [redacted] Revdex.com Case # : [redacted]Dear [redacted]:Thank you for contacting Volkswagen of America, Inc. (“Volkswagen”), an organizational unit of Volkswagen Group of...

America, Inc., regarding your vehicle. Your Revdex.com case has been escalated to the Customer Resolution & Retention Team for further analysis. We regret that you have concerns that have led you to engage with our team, but we assure you that your request will receive our thorough and detailed attention.We would like to apologize for the poor experience you have had. We want to do our best to address your concerns with not receiving a gift card with the remaining balance, in regards to the TDI goodwill offer. Before we can proceed, we ask that you provide pictures of the gift cards that you currently have. In addition, we ask that you provide copies of any documentation that you have in regards to the TDI goodwill credit cards that you received. Once this documentation is provided, Volkswagen of America will be able to further assist you.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.Best Regards,Ryan H

Dear [redacted]:This will acknowledge receipt and response to your Revdex.com correspondence dated 9/6/2017, regarding your 2014 Volkswagen [redacted]. Volkswagen of America sincerely apologizes for any lease end difficulties you may have experienced with your vehicle.This issue involves a different entity...

(Volkswagen Credit, Inc.). However, I did reach out to Volkswagen Credit, Inc. to get some clarification on your situation. Brian A. from Volkswagen Credit Inc. confirmed that he spoke with you on 8/28/2017 and the balance has since been discounted to $250. Brian stated that he sent out a letter that day as well, reflecting the $250 balance. Brian also mentioned that it is worth noting that Volkswagen Credit, Inc. has already waived all of the excess wear charges in addition to $100 off the disposition/turn-in fee for the lease.I apologize for any confusion regarding this information. As previously mentioned, since this issue involves Volkswagen Credit, Inc., Volkswagen of America recommends contacting Volkswagen Credit, Inc. for any future questions or concerns regarding this issue.Volkswagen of America appreciates the opportunity to reply.Sincerely,Ryan H. Customer Resolution & Retention

[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 unacceptable that customers are not provided with a time frame on a fix. Per the NHTSA (from their online page regarding recalls), regarding information that must be given to the affected customers --"The letter must also instruct consumers on how to get the problem corrected, remind them that corrections are to be made at no charge, inform them when the remedy will be available, how long the remedy will take to perform, and whom to contact if there is a problem in obtaining the free recall work."
Regards,
[redacted]

[redacted]: This is in response to the Revdex.com complaint relating to the 2011 Volkswagen [redacted] TDI. For any information relating to the TDI Settlement Program, please visit the website [redacted].com as it has the most up-to-date information. If you have questions concerning...

the TDI Settlement Program, please contact the Customer Support Team at 844-98-CLAIM (844-982-5246). Sincerely,Laura S.Customer Resolution & Retention SpecialistConfidentiality 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.

Hi [redacted],This will acknowledge receipt and response to your correspondence dated 5/11/16 regarding your vehicle. We sincerely apologize for any service-related difficulties you may have experienced with the vehicle.We have thoroughly reviewed the service history of your client's vehicle. Your...

vehicle falls outside of any manufacturer warranty due to age and mileage. Unfortunately, Audi of America, Inc. ("Audi"), an organizational unit of Volkswagen Group of America, Inc., has determined that the history does not merit a settlement offer.If you are still experiencing concerns with your vehicle, please contact an authorized Audi dealership to schedule a service appointment.

2015 Volkswagen GTI [redacted].comE-Mail Case: [redacted] / [redacted] VIN: [redacted] April 10, 2017DateDear [redacted]:Please allow this to serve as a response to your Revdex.com correspondence dated 4/3/2017. Volkswagen of America apologizes for any service related inconveniences you may have experienced.Your case has been reviewed by multiple departments and various levels within the organization. Volkswagen of America’s position remains with the decision that was presented to you on 4/7/2017. The decision has been made that Volkswagen of America is offering a 10% trade in assistance toward a new Volkswagen vehicle.If interested in the trade assistance offer, please follow up with the department that contacted you with the offer.Your vehicle comes equipped with a 3 year or 36,000 mile warranty, whichever occurs first. An authorized Volkswagen dealership will address any warrantable related repairs. Once again, we apologize for any inconvenience you have experienced.Sincerely,Ryan H.

Since I bought this car in 2015 I have 3years of warranty per dealership .I do not know any details. But what is bothering me most  is this car constantly have problems with windows, doors  etc. So far engine is ok. I can't get in touch with VW customer care. How do I resolve this...

problems?

Dear [redacted]:We apologize you are disappointed with our response.  We have thoroughly reviewed your request for a replacement vehicle and are unable to meet your request.The dealership has been made aware of your concern regarding the tinting on your vehicle.  They are in the best position to work with you to resolve your concerns.Regards, Laura S.Customer Resolution and RetentionArbitration  Specialist Volkswagen Group of America, Inc.Ph. ###-###-####Fax ###-###-####mailto: [redacted]@vwgoa.com 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.

Dear [redacted]:This will acknowledge receipt and response to the correspondence submitted to the Revdex.com on 7/11/16. We have thoroughly reviewed your request and unfortunately, Volkswagen of America, Inc. ("Volkswagen"), an organizational unit of Volkswagen Group of America,...

Inc. is not able to make any exceptions to the TDI Goodwill package registration deadline od April 30, 2016.Although we could not provide a favorable response, we appreciate you giving us the opportunity to respond. Sincerely, Laura S.Customer Resolution and RetentionArbitration  Specialist Volkswagen Group of America, Inc.Ph. ###-###-####Fax ###-###-####mailto: [redacted]@vwgoa.com 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.

March 17, 2016 We sincerely apologize for any service-related difficulties your client may have experienced with the vehicle.We have thoroughly reviewed the service history of your vehicle. Unfortunately, Volkswagen of America, Inc. ("Volkswagen"), an organizational unit of Volkswagen...

Group of America, Inc., has determined that the history does not merit reimbursement of the radio replacement purchased at an independent facility.Sincerely,Laura S. Customer Resolution & Retention