Volkswagen 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]Dear [redacted],Thank your for coordinating the claim. I have read the response from Ms. C[redacted] and I am rejecting this response because of the following reasons.1. Ms. C[redacted] attached my vehicle's window sticker (when it was sold as a preowned) which does not show [redacted] traffic service subscription but only [redacted] Satellite radio (with 3-month complimentary subscription) as a standard option. For a fair comparison, I have searched and found online a window sticker of a new 2013 [redacted] (see the attachment). And like mine, it only indicates [redacted] Satellite radio (with 3-month complimentary subscription) as a standard option but not [redacted]XM traffic service subscription. Does this mean even a new [redacted] should not receive subscription to [redacted] traffic? Apparently, the answer is no as Ms. C[redacted]'s other attachment clearly indicates the answer.
2. My biggest disappointment is that [redacted] refused to provide me with the [redacted] Traffic subscription even though no document by [redacted] has clearly stated the [redacted] Traffic subscription is non-transferable. The press release (dated on May 21, 2012) attached by Ms. C[redacted] clearly stated that "2013 model year vehicles equipped with [redacted] Navigation Plus or [redacted] Navigation Plus with [redacted] Touch will receive a 4-year subscription to [redacted]XM Traffic". However, it does not state that the [redacted]XM Traffic is non-transferable and it even does not indicate it has to be a new vehicle!
Since my questions remain unaddressed, I maintain that my car is eligible for the [redacted]Traffic service for the remaining part of the [redacted]'s advertised four year period. Regards,Min Chen

[redacted]
[redacted]
[redacted]
[redacted]This will acknowledge receipt and response to your most recent Revdex.com correspondence dated 6/2/2017, regarding your [redacted]I want to let you know that I did speak with the [redacted], at [redacted]. on 5/9/2017. I have also obtained all of the repair records and reviewed the complete service history for your vehicle.The position of Volkswagen of America, Inc. (“Volkswagen”), an organizational unit of Volkswagen Group of America, Inc., remains that we will be unable to meet your request. This case has been reviewed multiple times. There is no new information to provide.I did notice that you have a [redacted]. Please continue to work with the [redacted] to obtain fair restitution through the settlement guidelines.Volkswagen of America appreciates the opportunity to reply and we apologize for any inconvenience.Sincerely,Ryan H.

February 3, 2015
Dear Revdex.com.Although we understand [redacted]'s response we believe that he made a mistake while reading the response. Volkswagen under no circumstance stated that the repairs took place 13 months apart. What Volkswagen stated was that the repairs took 7 months apart and www.vw.com13.000 miles apart, we are not arguing that point at all. Also, although we understand what he believes should have been the repairs if the thermostat was the cause of the first overheating the vehicle would have overheated during the hot summer days a lot sooner than the 7 months it took for the vehicle to overheat again. We do apologize for all of the inconvenience that [redacted] has experienced but with the vehicle currently at over 214,000 miles on it we would not be able to assist with the repairs.Sincerely,Adrian GCustomer Resolution and Retention Senior Specialist

April 11, 2017[redacted] Norfolk, VA [redacted]RE: 2013 Volkswagen [redacted] Case: [redacted] / [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. Please allow this to serve as response to your Revdex.com correspondence dated 04/05/2017. 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.On behalf of Volkswagen of America, I would like to apologize in the delay you have experienced with the TDI buyback process. I have reached out to the correct department to make sure your concerns have been addressed. The lienholder check has been sent to [redacted] and is scheduled to arrive on 04/12/2017. The lienholder check [redacted] tracking # is [redacted]. Once again, I would like to apologize for any inconvenience you have experienced.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.

[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:
The settlement program is another way for VW to get out of this issue by shortcutting the victims.  It seems that VW does not care for their customers. They admit that they did wrong, they admit it was fraudulent, they should provide a full refund service effortlessly.
Regards,
[redacted]

Dear [redacted],
 
0in 0in 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;">We have received the complaint filed with the Revdex.com regarding your vehicle. Your request for the repurchase of your vehicle as a result of the news regarding emissions on affected TDI vehiclesis being reviewed by our Customer Resolution and Retention Team for further analysis. We regret that you have concerns that have led you to engage the Revdex.com, but assure you that your request will receive our thorough and detailed attention.
 
Volkswagen of America values you as a customer. The trust of our customers and the public is and continues 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.
   
Please note that on September 18, 2015 the United States Environmental Protection Agency (EPA) issued a press release stating "Car owners should know that although these vehicles have emissions exceeding standards, these violations do not present a safety hazard and the cars remain legal to drive and resell. "
 
Volkswagen of America Inc. will follow up with the Revdex.com once our evaluation is complete.  In the event that the evaluation is delayed for any reason, please know that we will contact you to keep you informed.
 
Best Regards,
 
Customer Resolution and Retention
Kimberly L[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 Administratively Resolved]  Complaint: [redacted]
I am rejecting this response because:
VW of America with this
response has just admitted that there vehicles cannot handle more than 80,000
miles or 3 years.  Being a 2 time past owner of VWs I know that this is
not true.  A 1991 [redacted] which was 6 years
old with 160K miles and a 2004 [redacted] which was 7 years old with 130K miles.
One of two situations
occurred with this vehicle.  The dealership was surprised that this
happened since they maintained it during the vehicle's first three years.
 That strongly suggests that an abnormal malfunction happened with the
engine.  You do not hear/read about the 2.5L engine having issues like you
do with the 2.0L engine.  Either the dealership knew that there was
something wrong with the car with no disclosure during purchase or there was a
manufacturer fault (i.e. bad part).  
Please note that I am currently replacing the
engine and would just like to be reimbursed for the cost of the parts and
labor.  I am not asking for extra payment for hardships here.  All of
the 'leg' work has been done by myself and a trained/experienced
[redacted]/VW/[redacted] mechanic shop.  I am saving the malfunctioned engine for
evidence.   
With regards to your comment that the sale of the vehicle was "As Is"
is not true.  The sales agreement has USED CAR WARRANTY checked.  
Also the words used by VW that the dealership offered ‘assistance at goodwill’ is
a bit of an over statement.  They did not
offer me to bring the car to them to diagnose. 
All they did was to offer a type of safe conversation to appease the
customer.  I always contacted their
service manager with updates on what was being found by my mechanic.  Never did the service manager initiate with a
follow up phone call during this communication period. 
Regards,
[redacted]

July 21, 2015
Dear Revdex.com:
This will acknowledge receipt and response to your correspondence dated July 15th, 2015 regarding the customer's A6. We sincerely apologize for any service-related difficulties [redacted] may have experienced with her 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, Audi of America, Inc. ("Audi"), an organizational unit of Volkswagen Group of America, Inc., has determined that the situation does not merit a settlement offer.
Please be assured that Audi takes a broad and liberal view when helping owners to be satisfied with their Audi driving experience but we are not able to assist in all 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 the vehicle, please contact an authorized Audi dealership to schedule a service appointment.
Sincerely,
Adrian G
Customer Resolution & Retention
Adrian G[redacted]

[redacted]
We have researched your request regarding the TDI Goodwill package you ordered.  It should be arriving late February.  It was ordered January 12, 2016 and takes approximately 4 weeks for processing, then an additional 7-10 business days for delivery.
If you...

have not received your TDI Goodwill package by early March, please contact Volkswagen Customer CARE for assistance at ###-###-####. 
Thank you for giving us an opportunity to respond to your request.
 
Sincerely,
Customer Resolution & Retention

Dear Revdex.com:In regards to [redacted]'s response doled April 29th, 2015 Volkswagen did not fault the dealer. Volkswagen at this point with the age and mileage of the vehicle and the vehicle being purchased well outside of any applicable warranty would be unable to further financially assist the customer. The customer purchased the vehicle used as is and the dealer seemed to offer assistance as a goodwill gesture and at this point Volkswagen is not in a position to do the same.
Sincerely, Adrian GCustomer Resolution and Retention Senior Specialist

[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,
[redacted] has resolved this issues with [redacted] Volkswagen. Please confirm that the customer is satisfied with the outcome.
 
Thanks,
Kimberly L[redacted]
Arbitration Specialist
Volkswagen Group of America

To Whom It May Concern,
On 25 Oct 2016 the VW diesel buy back was approved, I completed my application for by back on 2 Nov 2016. On 3 Nov 2016 I received an e-mail from VW notifying me they were reviewing my application. On 4 Nov 2016 I received an e-mail from VW stating they accepted my claim and were processing it and I would receive contact from VW by 15 Dec 2016, further that I was not to place more than 70,000 miles on my Jetta, which at the time of my application had 64,000 miles on it. On 16 Dec 2016 I contact the VW claims call center and the employee told me on 4 Dec 2016 VW accepted my claim and it was forward in the approval process. I called the VW claims call center on 21 Dec 2016 and the employee told me on 10 Dec 2016 my claim was forwarded to the third part for the final review. I called the VW claims call center on 27 Dec 2016 and the employee told me on 14 Dec 2016 my claim was approved by the third party review and I should be receiving an e-mail in the coming days to go online and print my offer and then have it notarized. I called the VW claims call center on 3 Jan 2017 and the employee told me my claim was still with the third party reviewers. On 28 Dec 2016 I Facebook and Twitter commented to corporate VW asking for assistance and relating that I was going to continue to push the point of their lack of assistance to all of the customers they are avoiding and dragging their feet.
This is what is frustrating, I have done nothing wrong, I am a 23 year veteran of the U.S. Army, I have served my country and purchased a vehicle which I thought had a pristine record to date, Feb 2013. VW decided as a corporation or a few employees or one employee to commit fraud and now they have to pay the consequence for that action. Now I understand that in today's world people lie and there are no consequences, but that is not who the world should be. Yes VW has been told by the judge ruling over this diesel emissions case that they are doing fine but in fact they are not. VW has had to go back to court because they were NOT acting fast enough on the claims process, since they have step up their game some, but in my eyes they are failing their customers miserably. I had to purchase a replacement vehicle, being my wife and I are working class folks and we both are employed and we need two vehicles to get to work as we work 9 miles apart on different schedules. So I now am making a payment on a car I am not using and should be purchased back or darn close to being completed.
Travis A. M[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Volkswagen customers are receiving a goodwill package for $1,000. At [redacted].com. Where can Audi customers go to receive that goodwill package?
Regards,
[redacted]

Dear Revdex.com:Please find this in response to your letter dated July 9th 2015 in regards to the above mentioned vehicle. Volkswagen has reached out the customer to try an amicable solution to their concerns. We take all matters very seriously here of Volkswagen including any that come through the...

Customer Care Center. We would like to apologize for any inconvenience that the Gordon's may have encountered throughout the process and look forward to turning their experience around.Sincerely,
Adrian G[redacted] Customer Resolution and Retention Senior Specialist

Complaint: [redacted]
 Kimberly, thank you for the email.
 It is the deliberate, misleading business practices of your company which created theses concerns and led me to engage the Revdex.com on my behalf.
Your company cannot be trusted with the sales of your vehicles, therefore; I don't trust them to adequately address the issues without an intermediary.Quoting the EPA, stating the vehicle is safe and can be resold, does nothing to address my concerns. 
If Nitrogen Oxides (NOx) are regulated, it's because when they are present in large amounts, it's considered incredibly unsafe. My vehicle exceeds the regulations by 40 times the legal amount.
This also has a significant impact on the value of the vehicle. The global stigma attached to my vehicle makes it far less valuable.
Besides, selling my vehicle under these circumstances isn't ethical, which brings us back to my original request to have it repurchased by your company. 
Sincerely,
[redacted]

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; and
3. 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]

July 17,2014
Dear [redacted]:
Volkswagen Group of America, Inc. is in receipt of [redacted]'s claim regarding his 2014 Volkswagen CC not being equipped with a rear back-up camera. Volkswagen appreciates the opportunity to respond. Unfortunately, [redacted]'s CC was not built or...

intended to be built with a rear back-up camera as referenced by the attached [redacted] label.Please also note that the Volkswagen brochure that [redacted] alludes to as referencing that a rearback-up camera is standard on all 2014 Volkswagen CC models also has the following disclaimer regarding items that are subject to change without notice:*2013 Volkswagen of America, Inc. Printed in USA. Volkswagen of America, Inc., believes the information and specifications in this brochure to be correct at the time of printing. Specifications, standard features, options, fabrics, and colors are subject to change without notice. Some features may be unavailable when your vehicle is built. Some vehicles are pictured with options that may be available at extra cost or may not be available on some models. Ask your dealer about the availability of options and verify that the vehicle you ordered includes the equipment you ordered. Tires are supplied and warranted by their manufacturer."
After reviewing his concerns, Volkswagen has determined it will not be able to meet [redacted]'s expectations of exchanging the vehicle for one with advertised features, have a factory rear back-up camera installed, refund his purchase price, or compensate him for the alleged missing equipment.If [redacted] has any further concerns with his vehicle, he may contact Volkswagen Customer Care at ###-###-####,Sincerely,
Leslie C.

Dear [redacted],
 

size="3">
We have received the complaint filed with the Revdex.com regarding
your vehicle. Your request for the compensation as a result of
the news regarding emissions on affected TDI vehicles is
being reviewed by our Customer Resolution and Retention Team for further
analysis. We regret that you have concerns that have led you to engage the Revdex.com,
but assure you that your request will receive our thorough and detailed
attention.
 
Audi of America values you as a customer. The trust of
our customers and the public is and continues to be our most important asset.
We at the Audi Group will do our best to justify the trust that so many
people have placed in us.
   
Please note that on September 18, 2015 the United States
Environmental Protection Agency (EPA) issued a press release stating "Car
owners should know that although these vehicles have emissions exceeding
standards, these violations do not present a safety hazard and the cars remain
legal to drive and resell. "
 
Volkswagen of America Inc. will follow up with the Revdex.com once
our evaluation is complete.  In the event that the evaluation is delayed
for any reason, please know that we will contact you to keep you informed.
 
Best Regards,
 
Customer Resolution and Retention

Revdex.com Case: [redacted]
13.3333px; font-family: Arial; background-color: transparent; vertical-align: baseline; white-space: pre-wrap;">RE: 2010 Volkswagen [redacted] Case: [redacted]
Owner: Mrs. [redacted]
VIN: [redacted]
Dear Mrs. [redacted]:
This will acknowledge receipt and response to the Revdex.com complaint
submitted on 7/2/16 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 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.
Although we could not provide a favorable response, we appreciate the opportunity to respond.
Sincerely,
Laura S. Customer Resolution & Retention