Volkswagen Group of America, Inc

Dear [redacted]:This will acknowledge receipt and response to the correspondence submitted to the Revdex.com on 7/12/16.  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 date of April 30, 2016.Although we could not provide a more 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.

Dear [redacted]We received your correspondence dated 5/9/16.  We have thoroughly researched your request.  At this time, Volkswagen is unable to make any exceptions for the TDI Goodwill Package registration that ended April 30, 2016.  Regards,Laura S.Customer Resolution and...

RetentionArbitration  Specialist

Dear [redacted]:Please consider this receipt and response of the Revdex.com complaint dated 1/3/17 regarding your 2013 Audi **. You have mentioned your vehicle is totaled and you are seeking the cost of having the vehicle certified.  The certified pre-owned warranty is not an...

extended warranty on the vehicle, it comes with the vehicle when it has gone through the inspection process.  You may pay slightly more for a certified vehicle because it come with a factory warranty that is longer than the original warranty; however there is not a specified price allotted for the warranty.  As such, Audi is not in a position to offer refunds for the certified pre-owned when a vehicle has been damaged or totaled. If you are referring to another type of extended warranty, that would be offered through a third party and you would need to contact the third party directly.Regards, Laura S.Customer Resolution and RetentionArbitration  Specialist 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.

RE: 2016 [redacted] Case: [redacted] July 21, 2017Date Revdex.com Case: [redacted] VIN: [redacted]Dear [redacted]:This will acknowledge receipt and response to your Revdex.com correspondence dated 7/13/2017, regarding your vehicle. We sincerely apologize for any service-related difficulties you may have...

experienced with the vehicle.As discussed with you in a previous Audi Customer Care Case ([redacted]), all authorized Audi dealerships are independent franchises. Audi of America cannot dictate how each dealership elects to operate. If a dealership refuses to work with a specific customer, they have that right. However, you can have somebody bring your vehicle in on our behalf for diagnosis/repairs.In regards to the cease and desist letter sent from Audi of America’s attorney [redacted], that was due to rudeness and unprofessionalism experienced by some of the Audi Customer Care Advocates who worked with you in prior cases.Audi will continue to work within the terms of any applicable warranties to address any verifiable concerns. If you are still experiencing concerns with this vehicle, please contact an authorized Audi dealership to schedule a service appointment.Sincerely,Audi of America, Inc.Audi of America, Inc. Customer Experience Center [redacted]. Auburn Hills, MI [redacted] Tel. +[redacted] Fax +[redacted] audiusa.comRyan H.

[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:there is no response other than they have received the complaint and will look into it
Regards,
[redacted]

This will acknowledge receipt and response to your Revdex.com correspondence dated 11/29/2017 regarding your 2017 Volkswagen [redacted]. We sincerely apologize for any inconveniences or difficulties you may have experienced with your vehicle.After reviewing this case, I noticed that you had a previous case with...

Volkswagen of America’s Customer Care department, reference case # [redacted]. Your complaint regarding the terms of the lease from [redacted] Volkswagen have been recorded and forwarded to the dealership.As previously stated, all of our authorized Volkswagen dealerships are owned and operated independently. Volkswagen of America is unable to respond on behalf of [redacted] Volkswagen. Discrepancies with the terms of your lease will have to be addressed between you and the sales department at [redacted] Volkswagen.I understand that this is not the response you were hoping for. However, Volkswagen of America appreciates the opportunity to reply.Sincerely,Ryan H. Customer Resolution & Retention

Dear Ms. [redacted]: This is in response to the complaint that was filed with the Revdex.com on 8/1/16.  First of all, I  would also like to send our sincerest apologies for your experience with the Customer CARE Center.I apologize for the delayed response, as I was...

researching the gift card you were promised.  I was able to find out that the gift card was mailed on 8/2/16 and the $500.00 funds have been spent in full.   Thank you for allowing us the opportunity to respond to your concern, as we value you as a Volkswagen owner. Sincerely,Laura S.Customer Resolution and RetentionArbitration  Specialist Volkswagen 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

[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], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hello, Please provide the customer with the attached response. Thank you,  Laura S.Customer Resolution and RetentionArbitration  Specialist Volkswagen Group of America, Inc.Ph. ###-###-####Fax ###-###-####mailto: [redacted]   Ms. [redacted]...

*.Name [redacted] SpecialistTitle Fort Washington, MD 20744-3133 Customer Resolution & RetentionDepartment ###-###-####, ext. 43498Phone Revdex.com Case: [redacted]###-###-####Fax RE: Volkswagen [redacted]E-Mail Case: [redacted]January 6, 2017DateDear Ms. [redacted]:This will acknowledge receipt and response to the Revdex.com complaint that was submitted on 12/26/16 regarding your 2011 Volkswagen [redacted]. We sincerely apologize for any service-related difficulties you may have experienced with your vehicle.I have attempted to locate your records in our system and have been unable to do so. Please reply with you Vehicle Identification Number (VIN). While I cannot makes any guarantees that I will be able to provide financial assistance, we would like the opportunity to look into this for you.Sincerely,Laura S. Customer Resolution & Retention SpecialistVolkswagen of America, Inc. Customer CARE [redacted] Rd. Auburn Hills, MI 48326 Phone ###-###-#### Fax ###-###-#### www.vw.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.

[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 wish to respond to the following statement from Volkswagen: "We have thoroughly reviewed the service history of your 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 as a result of the recent news regarding the [redacted] Airbag Recall."Given that the recall is regarding a safety issue that can (and has been known to) cause death, can you please explain to me how this does not merit a "settlement offer"? If potential death does not merit further action (i.e. Paying for a rental car or providing a loaner) then what does? Does death have to occur before you offer a better resolution? People have already died from these airbags, therefore your lack of resolution seems unacceptable. 
Regards,
[redacted]

January 24, 2018Dear [redacted]:This will acknowledge receipt and response to your Revdex.com correspondence dated 1/23/18, regarding your above mentioned vehicle. We sincerely  apologize for any service-related difficulties you may have experienced with the...

vehicle.Unfortunately, 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 or a warranty repair.This case has been reviewed by Volkswagen of America's Quality Technical Manager and the Fixed Operation Manager. It has been determined that the inner rocker panels would need to be repaired by the customer first. After that repair is performed, Volkswagen of America advised that the repairs to address the rust on the outer rocker panels would be covered as a gesture of goodwill.I understand that this is not the response you were hoping for, however we appreciate the opportunity to reply.Sincerely,Ryan H. Customer Resolution & Retention

Case: [redacted] / [redacted] VIN: [redacted] April 25, 2017DateDear [redacted]:This will acknowledge receipt and response to your Revdex.com correspondence dated 4/19/2017, regarding your 2002 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.Sincerely,Ryan H.

Dear [redacted]: This is in response to the Revdex.com complaint we received on 2/8/17 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, please contact the Customer Support Team at 844-98-CLAIM (844-982-5246), as this is the team that was created to handle the TDI process and they have access to the information relating to the TDI Settlement program. Sincerely,Laura S. 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:I have purchased a 2018 [redacted] and have decided, in part due to Volkswagen track record in their treatment of their customers and in their treatment of my situation, to not purchase another Volkswagen going forward.
Regards,
[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:I do not feel safe driving my vehicle anymore and no one wants to ensure my safety with this vehicle. Not proving any type of assistance is unacceptable. Thus is my life and safety we are taking about, I would have never bought this vehicle if the features did not work during the day.
Regards,
[redacted]

Hello [redacted],At this time their is no additional information that Audi can provide you with. We do appreciate your loyalty and hope for the opportunity to win back your trust.Thanks,Kim L.Customer Resolution and  Retention.

Complaint: [redacted]
I am rejecting this response because: In your letter, VW failed to address the underlying causes of my complaint.  Specifically, VW did not address:
1. The reason that the sunroof drains are not specified for inspection during VW's regularly scheduled preventive maintenance regiment (e.g., 20K, 40K, etc.);
2. The reason why defective VW parts cause internal/interior damage when they fail; and3. The reason why VW does not repair the damaged caused by defective VW parts that are not inspected on a periodic basis;
As a faithful VW customer who has bought five new VW over the years, it is hard to understand why VW would not support a consistent consumer of your product with a reasonable complaint for damage costs.  It is particularly disappointing that VW does not respect the reasonable requests of dependable customers.  I can assure you that VW has lost me as a customer.  While I have noticed the quality of VW service and parts have declined over time, I have previously defended those who ask me why I buy VW, but that practice has come to an end.  In fact, I will quote your letter and this situation as the basis why one should never buy a VW vehicle - poor customer service, defective parts that cause internal/interior damage when they fail, and a lack of commitment to long-standing customers.When VW addresses the three issues above, they can resubmit their response for my review.
Regards,
[redacted]   [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:
Regards,
[redacted]

Hello,I have reviewed the complaint. Volkswagen warranty covers repairs that are due to a manufacture defect in workmanship or material. The dealership did determine that the cause of your needed repair was due to the installation of an aftermarket component. The different performance of the after...

market high pressure fuel pump did cause excessive wear on the cam lobe. We are not aware of the circumstances surrounding the coverage of another persons repairs. Each of these situations are reviewed on a case by case basis. Any change in circumstance can effect the decision for coverage or assistance with repairs.Thank you,
Kim L.Customer Resolution and RetentionArbitration 
SpecialistVolkswagen Group of America, Inc.

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:VW sent me at least one letter for a recall even though I never registered with Volkswagen.  But for the Good will package they state I would have had to dig through my owners manual to find a post card to send in before I would have been "registered" to receive a letter.  This means that most any person that bought a car used never received a letter because most everyone would not think to find a postcard in their manual to send in.  Also anyone who bought a car new and moved did not receive the "goodwill" letter as they would have had to have manually contacted VW to inform them of an address change. The term "registered" means registered with the DMV in my mind and is the most practical way to understand it.  Volkswagen has furthered their deception that stems from the computer cheating to now making the media think they are doing the right thing by sending all registered owners letters but in fact they only sent letters to a small percentage of owners, and even those owners may have moved and never received a thing from VW regarding the goodwill package.I have previously owned 5 volkswagens and have always trusted this company.  The trust is now broken.  I never expected they would do this to me after all of the business I have done with Volkswagen over the years.  It is truly sad.
Regards,
[redacted]