Volkswagen Group of America, Inc

[redacted]:
We will contact this customer to come to an amicable resolution.
Thanks!
mso-fareast-font-family: "Times New Roman"; mso-fareast-theme-font: minor-fareast; mso-no-proof: yes;">Laura S.
Customer Resolution and Retention
Arbitration  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.

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]
face="Calibri" size="2">Customer Resolution and
Retention
Arbitration  Specialist
Volkswagen Group of America,
Inc.
[redacted]
Auburn Hills, MI  [redacted]
Ph. ###-###-####
Fax ###-###-####
Email to: [redacted]@vw.com
Office Hours:  Monday –
Friday 9:30-6:00 EST

Dear [redacted]:This will acknowledge receipt and response to your correspondence dated 8/18/2015 regarding your 2008 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,
Kim L[redacted] Customer Resolution and Retention

Hello [redacted],
Volkswagen apologized that you were not made aware that the vehicle did not come equipped with a spare tire. Many vehicles across the manufactures build vehicles that do not come equipped with a spare tire for various reasons. This is how your vehicle was designed. The...

repair kit will allow you to get the vehicle to a repair facility in the event you have a concern with one of your tires.Thank you,
Kim L.
Customer Resolution and Retention
Arbitration Specialist

April 23, 2015Dear Revdex.com:
In Regards to [redacted]'s rebuttal of our initial response Volkswagen Group of America like to advise her that we do take safety very seriously here which is why our vehicles amongst the top safety picks repeatedly. As for as her door locks failing they are mechanical and unfortunately with use and time sometimes do fail. If [redacted] is concerned about the child safety features not being up to par we do recommend that [redacted] have the door locks repaired in order for her to feel at ease. Regarding the comment that this is a known issues Volkswagen proactively looks for any patterns that may arise in order to determine any appropriate action or due course to prevent repeated issues. Volkswagen cannot speak to the forums that appear or other vehicles but respect that [redacted] has taken time to look into the issue. We do urge [redacted] to work with her dealer since she stated that she had a door lock replaced 3 months ago. All parts do come with a 12 month/12,000 mile warranty when repaired/replaced at a Volkswagen authorized dealer. At this point however, Volkswagen would again respectfully deny any further coverage on a vehicle that has surpassed both the New Vehicle Limited Warranty and the Certified Pre-Owned Warranty that would both have covered any issues with the door locks.
Sincerely,
Adrian G.
Customer Resolution and Retention Senior Specialist

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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
VW misunderstood my complaint. [redacted] and [redacted] are the same company. I ordered the product using the specific link provided via email by VW. [redacted] sent me the wrong product and tried to charge me for their error. They have a track record of incompetence and I don't want to struggle with them to try to obtain the right product for my nav update. They are giving VW a bad name for me if [redacted] is my only option. VW needs to give me another option or resolve this themselves. Here's what I want: I want a nav update without having to deal with [redacted]. I cannot express how terrible my experience was with [redacted], and I am reaching out to VW as a VW owner to provide me with a resolution. 
Regards,
[redacted]

June 3, 2014
This will acknowledge receipt and response to your correspondence dated May 27, 2014, regarding [redacted]s 2001 TT. We sincerely apologize for any service-related difficulties she may have experienced with her vehicle and with [redacted].Each customer situation is...

evaluated on an individual basis with consideration given to many factors such as service history, the vehicles age and rmileage, compliance with our scheduled maintenance requirements, type of repairs, and applicable state statutes. Taking this information into consideration, [redacted] of America, Inc. ([redacted]), an organizational unit of Volkswagen Group of America, Inc., has determined that the situation does not merit aPlease be assured that [redacted] takes a broad and liberal view when helping owners be satisfied with their [redacted] driving experience but we are not able to assist in all cases.[redacted] will continue to work within the terms of any applicable warranties to address any verifiableconcertis, Please let me know if you have questions.Sincerely,

Hello,
[redacted] has contacted Volkswagen Group of America in regards to her request for a repurchase of her vehicle. The request has been thoroughly reviewed and [redacted] has been advised that we are not in a position to repurchase the vehicle.
Thank you,
0in 0in 0pt;">Kim L.
Customer Resolution and
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 Administratively Resolved]Apologies on not responding sooner, medical emergency and aggressive cancer diagnosis 2 weeks ago has cause a shift of priorities.  My response is below
,
 Complaint: [redacted]
I am rejecting this response because: 
The response from Mr. Adrian G[redacted] contains five sentences, the first four are either complete lack of comprehension on the behalf of VW and its representative Adriene G[redacted], or nothing short of a complete lie.
1st Sentence -  "...Mr. [redacted] not having a proper diagnosis of his problem" is a wholly and completely fabricated statement by VW Customer Resolution and Retention Senior Specialist Adrian G[redacted] to absolve them of the legally binding responsibility of the Volkswagen Powertrain Warranty.  12/11/14 Voicemail message from Richard at Mossy Volkwswagen - VERBATIM "Hey Brian, Richard at Mossy Volkswagen, umm, just calling to let you know that your, umm, WE GOT A DIAGNOSIS ON YOUR CAR.  We were able to get it to make the noise this morning. Give me a call 619-401-5026.  Thanks."  I immediately called Richard back, who is CERTIFIED BY VOLKSWAGEN to assess and diagnose issues with VW products. The clutch "hoo" was the exact problem as highlighted in TSB,  this message was left by the very agent VOLKSWAGEN HAS AUTHORIZED AND CERTIFIED to troubleshoot and diagnose mechanical, electrical operational deficiencies with their own products.   It was the exact issue as call out in the TSB.  (I have in my possession a digital copy of this voicemail, it is also attached to this email)
2nd Sentence - "The TSB that Mr. [redacted] has mentioned is not in existence." - Complete and utter untruth on the behalf Adrian G[redacted].  I have a attached a copy of the TSB, it is also the # that I referred to in my conversations with Richard Mossy Volkswagen.  Disappointing but Perhaps Mr G[redacted] needs assistance with looking up their own internal documentation, TSB attached, and is also provided below exactly as appears on VW's own documentation: 
Technical Service Bulletin 
30-12-03 Groan and or Screech Noise from Transmission during High Load Clutch Operation
Condition
30 12 03 April 26, 2012  [redacted]
Groan and or Screech Noise from Transmission during High Load Clutch Operation
3rd Sentence "The TSB 30-12-03 is for information to the dealer if they encounter an issue with a repair and they need assistance as how to proceed..."  This is 100% false, simply by reading the attached TSB one can surmise this is to assist the dealership in what has happened  per the TSB 
Technical Background : "The clutch hub springs break down causing a vibration through the pressure plate creating the noise" per the TSB
Solution: IMPROVED clutch assembly installed. This is a clear admission by VW on their very own TSB of powertrain but a engineering defect as well as a powertain failure.  This should be covered on both the extended warranty in force as well as the powertrain warranty.
Service: Replace the clutch assembly with part number 06J 141 015 JX
Warranty: The following sections run through the total parts list, how the dealership can file the warranty, HOW MANY LABOR HOURS ARE REQUIRED AND HOW TO INPUT AS A WARRANTY CLAIM!
The reason I can understand what some people would consider a confusing document is by education I am a Degreed Mechanical Engineer from the University of Arizona.  In order to graduate we had to read, understand, and produce highly technical documentation throughout our studies, we also had to relate and convey the information from within the documents to non-technical people.  If I didn't have the technical background it would make sense this is a difficult document to understand, but that is not the case, my education and training is well steeped in what this Technical Service Bulletin means.  However, directly from college I entered the workforce as a engineer and manufacture of large commercial HVAC equipment ($100,000 to +$1,000,000).  I have exposure on an almost daily basis to industry Technical Service Bulletins, as well as dealing with warranty claims both inside and outside of our organization.  Be it product defect, manufacture mistake, supplier defect, or in the unlikely event a shortcoming on our engineering.  Our professional organization both issues and responds to published and confidential General and Techncial service Bulletins. I have over a decade of manufacturing experience, not just a 4 year degree from an a questionable online university in marketing and management.  I am more than qualified to read and interpret VW's TSB
4th Sentence "Again, Mr. [redacted] at this point has not had an actual diagnosis and is going off of what he has read on the internet" - 100% fabrication by Mr. G[redacted], again.  Per Voicemail dated 21/11/14 from Richard at Mossy Volkswagen the car has been diagnosed - (voicemail is attached)
As a individual who has had countless experiences with vast range of manufactures and suppliers, ranging from absolute bottom of the barrel to top tier, it is painfully apparent VW is rolling the dice on weighing the costs of not fulfilling the warranty.  This TSB is not currently a life/safety issue and thus not a mandatory recall, it effects 48,703 vehicles per VW's own TSB.  They are attempting to either not pay for any portion of the repairs by denying the claim and saying it's out of warranty or only partially covering what they're legally responsible for - often times claiming as they did with me the vehicle had been abused or it was a wear part and not included.  They tried to do that with me claiming:
1) Too many owners.  Except in VW's own legally binding warranty language it is fully transferrable
2) Vehicle has been abused. However, my vehicle was a Certified Pre-Owned and checked VW's own rigorous CPO standards.
3) Lack of maintenance.  VW claimed that there was no maintenance done, however, admitted that they have no way of knowing if this was service at someplace other than VW Dealerships.  The T&C's also don't stipulate that maintenance can only be performed at VW dealerships otherwise the warranty is invalidated.
Again, they do not understand their own warranty policies, procedures, and legal responsibilities; what they do understand is if they 'roll the dice' there is a chance the consumer won't be technically savvy enough to understand this is a violation of their own warranty, and if they deny enough claims or try to buy their complacency with "goodwill coverage of 50% of repairs" they will go away.  In a few short minutes I was able to track down over 1,250 unique online posts made by individuals experiencing this problem, and a wide variety of experiences from VW of America but with the same tone...deny, deny, deny, with the occasional 100% warranty coverage, as per the TC's.  (Invoice attached from VW Dealership outlining TSB repair, 100% covered under warranty)
What you have now created is a hostile customer.  This experience has left such a bad taste in my mouth for the support that Volkswagen provides that I will do everything in my power to see to it consumers know the complete and total lack of support for it's product.  In the short time that I have been dealing with this (3 months).  I have managed to sway the decisions of 5 vehicle purchases away from VW.  Our daughter was in a wreck and car totaled by another driver, she loved the CC but decided to purchase a Mercedes due to my experience.  My wife had traded her car in and "LOVED" the CC, however, she opted for a Mini Cooper.  My parents were both in the market for a Jetta and Tiguan as they liked their old VW - they ended up with a RAV 4 and Ford Fusion.  My brother just returned from the dealership with a Ford Fusion, used but has nothing but praise to speak of.  A close family friends lease is up on their Mercedes and wanted to look at a Passat, however completely changed their mind when I told my tale of wildly disappointing support from VW of America...this amounts to over $150,000 in revenue LOST for VW, but not only to mention the pull through of warranty work, effectively double the cost of that over the life of the vehicles.  VW of America has lost over $300k in revenue in 3 short months all thanks to the decisions of Team Lead Peter Nordeen, and Senior Retention Specialist Adrian G[redacted] - ALL BECAUSE THEY HAVE ACTIVELY CHOSE TO BREAK THE VERY TERMS AND CONDITIONS OF THEIR WARRANTY AND HOPE THAT I'LL 'GO AWAY'.  Assuming the average customer stays disenchanted with a brand for 5-10 years and waning effectiveness as the years pass on VW can conservatively expect an impact of $3,000,000 if not 2x that of lost revenue. 
Unless this repair is fully covered by VW of America and the engineering defect is fixed, with improved clutch kit as called out in the TSB, I can not in good conscience allow myself to not pursue legal action to the fullest extent of the law.  I will not only be reimbursed for time spent in dealing with this matter but the cost of repair as well, and frankly this will be a VERY easy case to win in court.
I have the documentation on my side, the full history of conversations between Volkswagen of America, I have phone messages from Volkswagen Dealership contradicting what VW has put in writing, the TSB on VW's own paper which it claims does not exist, as well as thousands of online users experiencing the same thing - as well as proof VW has covered this repair in the past.  
To me it's a simple decision to make - cover the repair or go to court and lose your case, not to mention active campaigning against the VW brand and personal responsibility for loss of revenue over the next decade and beyond.
The choice is yours, I have no problem taking this to the next level but I will leave that decision in your hands
Respectfully,
[redacted]

July 18, 2014
Dear **. [redacted],
Audi of America, Inc. is in receipt of the claim filed by **. [redacted] regarding his 2012 Audi **, Audi appreciates the opportunity to respond. Audi has conveyed **. [redacted]'s concerns regarding www.audi.com the alleged odometer roll back to Audi [redacted]...

[redacted]. Audi [redacted] has indicated they are in communication with **, [redacted] regarding his concerns. Audi [redacted] provided a copy of the [redacted] report which indicates there may simply have been a typographical error regarding the mileage documentation.After reviewing **. [redacted]'s concerns, Audi has determined it will not be able to meet his expectations of pay for his car value lost, refund.If **. [redacted] has any further concerns, he may contact Audi Customer Support at ###-###-####.Sincerely,

December 9, 2014
In regards to the above mentioned complaint that was submitted by [redacted] we have reviewed the request and at this point Volkswagen Group of America Inc. would be unable to meet the customer's expectations of covering the repairs. Volkswagen, like the customer stated,...

did have an extended warranty that covered the transmissions valve body, 7 years or 100,000 miles whichever comes first, but [redacted] is outside of those parameters and Volkswagen would not be able to further extend the coverage further. The vehicle has been outside of the parameters for nearly 2 and half years.Sincerely,
Adrian G
Customer Resolution and Retention Senior 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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: This repair was due to an overheating issue, if you ask any mechanic what you would check first in an overheating issue is the thermostat. The heads don't burn up by themselves something has to cause that to happen. When they say it's not related it's not true. My temperature gauge is still not working like it should and how will I know if the engine is still running hot or not when it does not work sometime. At the minimum during an overheating situation they thermostat should be replaced. If the heads have burn then that would be the thermostat burn as well,  I was under the impression that since they are connected it would have and should have been replaced. When I took my car back in during the winter months because it would not heat that s when the problem was discovered. I never ran the heat in the summer this happened not 13 months a part, from May to November does not make it 13 months. If they lie about this what else are they lying about to prevent from having to repair what should have been replaced in the beginning. They said the sensor and thermostat was the codes they were getting that needed to be replaced at a cost of 300.00 dollars. If you would like to see the receipts on when the work was done in May summer and when I brought it back in the winter when I needed run the heat let me know. This is a flat out lie that it was 13 months apart. I stand by my request to have them replaced what should have been replaced and fixed in the beginning.
Regards,
[redacted]

Regarding the Case with Mr. [redacted] Volkswagen has already offer him the 50% assistance as a 1 time goodwill gesture despite Mr. [redacted] not having a proper diagnosis of his problem. The TSB that Mr. [redacted] has mentioned is not in existence, we believe he is referring to another TSB that actually...

has the information that he is referring to. The TSB 30-12-03 is for information to the dealer if they encounter an issue with a repair and they need assistance as to how to proceed but is no indication that this is a recall or campaign of any sorts.  Again, Mr. [redacted] of this point has not had an actual diagnosis and is going off of what he has read and researched on the internet. At this point there is nothing further that Volkswagen is willing to offer the customer.Sincerely,
Adrian G[redacted]
Customer Resolution and Retention Senior Specialist

Dear Revdex.com;In response to [redacted]'s new information Volkswagen would like so apologize about any inconvenience with her vehicle and timing for appointments, But as [redacted] stated without the dealer being able to duplicate the issue or find anything wrong with it they cannot make any repairs, Volkswagen is working diligently to come up with a solution to the recall that was already issued. At this point Volkswagen would not be in position to meet the customer's request io have her loan dissolved. Again, we urge [redacted] to work with her local VW dealer if she is having any warrantable concerns with the vehicle.
Sincerely,
Adrian GCustomer Resolution and Retention Senior Specialist

Thank you for your email. Enclosed is a copy if the requested receipt of service. I do have an update to this story, which is VERY shocking to say the least and further confirms my theory that they took advantage of a sick, elderly, and immigrant man. On 03/04/16 I took the [redacted] A6 involved in this...

matter to a mechanic locally. The mechanic confirmed today (03/07/16) that the thermostat was needing to be replaced. Isn't that quite the comedic coincidence that on 07/14/15 at roughly 59,014 miles the thermostat was "allegedly" (no proof exists that it was replaced by [redacted]) replaced? Now fast forward to 03/07/16, not even a full year later and at a little over 64k miles the thermostat has to be replaced again??? What else did [redacted] do to this vehicle maliciously to try and get a repeat customer? They had the nerve to charge my now deceased father for a service they did not perform. Where is the verifiable proof the thermostat was changed? I WANT video proof of some sort. I have NEVER encountered in my life, a business that would stoop so low and take advantage of someone in such a manner, disgusting and disgraceful. I want a refund for the $1230.11 [redacted] charged my father, along with the new cost incurred today. If you need anything further from me, please do not hesitate in reaching out to me.

Hello,
 
We have forwarded this onto [redacted] Financial Services for review and response.  Due to privacy of financial information, we do not have access to financial records.
 
Thank you,
0pt;"> 
 
Laura S.
Customer Resolution and Retention
Arbitration  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.

[redacted]:
 
I apologize [redacted] is unhappy with our response. After reviewing the repair history of [redacted]'s A3, the decision will remain unchanged.  If the customer is still experiencing a radio concern, please have him work with his local authorized dealership to ensure proper diagnosis and/or repair.
 
Thank you,
 Laura S.
Customer Resolution and Retention
Arbitration  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.

On November 11, 2012, I bought a 'Certified Pre-Owned' 2009 VW [redacted] from [redacted] VW. After two years and driving fifty thousand miles, the engine has now seized due to a slow...

and unidentified leak from the rear main seal valve. I always maintained this vehicle,and two weeks prior to the engine seizing I had had my oil changed at National Tire & Battery in Danvers, Massachusetts. There was no indication that my car had been losing oil prior to this. This engine repair/replacement will not be covered by my car insurance provider, as this has occurred because of a ‘mechanical issue’. I feel as if VW should be held accountable and stand behind their vehicles that they portray as a 'great car for students just getting out of college', especially ones like myself working two jobs, and paying back student loans, and now being responsible for an additional $8,000 cost. 
To resolve this problem, I would like Volkswagen to pay for the replacement of a new engine. Also I would like the incurred expenses since my engine seized to be covered as well.

December 1, 2014
Dear [redacted]:
In regards to the above mentioned complaint that was submitted by [redacted] we have reviewed the request and at this point Volkswagen Group of America Inc. would be unable to meet the customers' expectations of reimbursing him for the repairs made of...

the dealer. The repairs that followed the ones in question were covered 100% by Volkswagen as a 1 time goodwill gesture and we would not be able to expand on the offer at this time. Attached you will find the repair order where Volkswagen paid for the entire repair,Sincerely,Adrian G