Volkswagen Group of America, Inc

Hello [redacted],
We have received the complaint filed with the Revdex.com regarding your vehicle.
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. "
We have also documented your concerns with being blocked from the @[redacted] feed. You can go to the following website to receive information and updates regarding affected diesel vehicles. www.vwdieselinfo.com.
Best Regards,
Customer Resolution and Retention

July 13, 2015
Dear Revdex.com;This is in regards to the Revdex.com complaint that was submitted on 07/06/2015. We are in the process of working the customer to come to an amicable resolution. We have sent him the attached letter in hopes of gathering further information before making a decision....

Please let me know if there is any further information that you would like.Sincerely,
Adrian G.
Customer Resolution and Retention Senior Specialist

July 31, 2014
Dear [redacted]:
This will acknowledge receipt and response to correspondence dated July 23, 2014, regarding [redacted]'s 2013 Volkswagen [redacted]. Volkswagen appreciates the opportunity to respond.
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. It is my understanding that the mileage on [redacted]'s [redacted] is 44,000 and she is requesting assistance with receiving the 30,000 miles maintenance service. Please see the enclosed documents from the 2013 [redacted] Owner's Manual regarding warranty and maintenance of the vehicle. Included in this manual is a section pertaining to the Volkswagen Carefree Maintenance Program which outlines the recommended service intervals as well as Missed Maintenance Service; wherein, it indicates reimbursement for the missed service will not be provided. 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 Ms, [redacted] is still experiencing concerns with the vehicle, she may contact an authorized Volkswagen dealership to schedule a service appointment.Sincerely,Leslie CCustomer Resolution and Retention

Hello [redacted],
I have reviewed your complaint. Volkswagen is sorry to hear about the concerns you have experienced. The assistance with the initial repair was extended as a goodwill gesture as we value you as a customer. Based the time and mileage outside of your manufacture warranty...

Volkswagen is unable to extend further assistance.Thank you,
Kim L.
Customer Resolution and Retention
Arbitration Specialist

March 15, 2016
Dear [redacted]:
This will acknowledge receipt and response to your correspondence dated 3/9/16 regarding your vehicle. 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 client's vehicle. Unfortunately, [redacted] of America, Inc. ("[redacted]"), an organizational unit of Volkswagen Group of America, Inc., has determined that the history does not merit a settlement offer. However, the spare parts warranty would have been applicable if the vehicle was taken to the authorized [redacted] dealership for service. The warranty for a paid repair is 12 months or 12,000 miles, whichever occurs first.
[redacted] 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 [redacted] dealership to schedule a service appointment.
Sincerely,Laura S. Customer Resolution & Retention

October 8, 2014Dear [redacted]:Volkswagen Group of America, Inc. is in receipt of your leffer dated September 29, 2014 regarding claim # [redacted].
We appreciate the opportunity to respond. The customer is in current contact with Volkswagen Customer CARE and we are working to...

schedule an inspection of his vehicle. Unfortunately, this would be necessary in order to evoluote the customer's request. We encourage the customer to continue working with Volkswagen Customer CARE, so the inspection can be completed and his request evaluated.The below excerpt was taken from hip://www.fueleconomy.gov/seg/why differ.shtml:EPA has improved its methods for estimating fuel economy, but your mileage will still vary.EPA tests are designed to reflect "typical" driving conditions and driver behavior, but several factors can affect MPG significantly:How & Where You DriveVehicle Condition & MaintenanceFuel VariationsVehicle VariationsEngine Break-in Therefore, the EPA ratings are a useful fool for comparing the fuel economies of different vehicles but may not accurately predict the average MPG you will getSincerely,
Doug 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:
They are offering just a generic response. They are not offering any solution to this huge problem. Just wait and we will contact you when we come up with a solution is not a proper response. What am I supposed to do with this vehicle? Keep it until they decide what to do? When ? It's costing me money. It's ashame this is happening to Audi cars. I will never buy again from them. [redacted] just won a customer. Instead of waiting I will head to he [redacted] dealership.Regards,
[redacted]

July 8, 2014
Dear [redacted],
Volkswagen Group of America, Inc. (Volkswagen) is in receipt of the claim filed by [redacted] regarding her 2014 Volkswagen [redacted]; wherein, she requested a replacement vehicle. I apologize for the concerns [redacted] experienced with her...

[redacted]. It is my understanding that Volkswagen provided the sum of $3,200.00 as trade assistance to [redacted] and she no longer owns the abovereferenced vehicle.Again, I apologize for the concerns [redacted] experienced with her 2014 [redacted].; however, I understand she was provided monetary assistance to purchase a new 2014 [redacted] and no longer owns the 2014 [redacted]. Therefore, Volkswagen respectfully requests this beconsidered closed.Please let me know if you have any questions.Sincerely,
Leslie CCustomer Resolution and Retention

Hello,
Mr. Maple has contacted our corporate office and his request has been assigned to one of our specialists who will be following up with him regarding the request.
Thank you,

size="2">Kimberly L[redacted]
Customer Resolution and
Retention
Arbitration  Specialist
Volkswagen Group of America,
Inc.
[redacted]
Auburn Hills, MI  48326
Ph. ###-###-####
Fax ###-###-####
Email to: [redacted]
Office Hours:  Monday –
Friday 8-4:30 EST

Hello,
While we do apologize for the experience you have had in regards to the purchase of your extended service contract, this is a product offered by [redacted] and sold by the dealerships. Dealerships are franchise businesses and we are not in a position to dictate their business...

practices. Volkswagen has not authority to change the policies of these type of services.Thank you,
Kim L.
Customer Resolution and Retention
Arbitration 
Specialist
Volkswagen Group of America, Inc.
Ph. ###-###-#### ext. [redacted]
Fax ###-###-####
mailto: [redacted]@vwgoa.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 Administratively Resolved] Complaint: [redacted]I am rejecting this response because:
While this disclaimer is here, the company is also boasting these features to be included. The text on the website reads as follows:
"Premium quality and amentias shouldn't always cost extra. That's why we made attractive features like a navigation system and rearview camera standard on every CC."
I have attached a screenshot. This influenced my decision to purchase. This company is CLEARLY guilty of false advertising and deceptive business practices.
 
Regards,[redacted]

July 8, 2014 
Dear **. [redacted],[redacted] of America, Inc. ([redacted]) is in receipt of the claim filed by **. [redacted] regarding his 2013 [redacted] and regrets to team that there may have been an incident wherein the vehicle was damaged by [redacted] Co., Inc. while in for service. [redacted]...

of America, Inc. apologizes for the concerns that **. [redacted] experienced with his vehicle. We have received assurances from [redacted] Co.,Inc. that this matter has been resolved and that the vehicle was repaired, detailed and transported by covered carrier to **. [redacted]. We also understand that [redacted] Co., Inc. provided cash settlement in the amount of $1,500.00 to **. [redacted] for the inconvenience he experienced in this matter.Our position as the manufacturer is to service vehicles under the terms of the New Vehicle Limited Warranty. In addition to documenting **. [redacted]’s experience and concerns, I have notified the appropriate [redacted] regional representative who works more closely with our dealers to ensure that these types of experiences are few and far between. **. [redacted] is a valued member of our [redacted] family, and we sincerely apologize for the concerns he has experienced with his [redacted].Sincerely,

[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: The response of we can’t do that is a very
poor answer.  If the EPA told you to fix
this and add this feature it would be done. 
Given the emission scandal and the way my issues was handled I will not
recommend VW to any friends or family members. 
I will be willing to give positive feedback once this feature is added
to my car.
Regards,
[redacted]

12/09/2014Dear Revdex.com;
As the customer has already called our Customer service department and admitted that in the beginning process he thought the payment would be only $450 and then right before signing he was advised it would be over $600, but he still accepted and wanted to sign....

We feel that at this point any other miscommunication is between [redacted] and the dealer. All signed documents where it states the mileage limitations for the lease were given to [redacted] over a year ago when he signed for the vehicle, .Sincerely,Customer Resolution and Retention Senior Specialist

Hello,

size="3">
[redacted] of  America has reviewed the customer’s complaint
and it has been determined that the condition the customer describes regarding
he RPM’s is a normal operation of this vehicle. [redacted] of America strives for
customer satisfaction and to address the dissatisfaction some of our customers
have expressed with the design of this vehicle, we have created a software
update that will be forthcoming.
Thank you,
Kimberly L[redacted]
Customer Resolution and
Retention
Arbitration  Specialist
Volkswagen Group of America,
Inc.
[redacted]
Auburn Hills, MI  48326
Ph. ###-###-####
Fax ###-###-####
Email to: [redacted]
Office Hours:  Monday –
Friday 8-4:30 EST

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

Hello [redacted],
Audi appreciates your loyalty to our brand and apologizes that we are not able to assist with activation of the goodwill gesture due to the vehicle no longer being registered in your name. I understand this is frustrating and we appreciate your patience with our...

company as we work with our team to regain our customers trust.Thanks,
Kim L.
Customer Resolution and Retention.

July 11, 2014
Dear **. [redacted]:As a gesture of goodwill, Volkswagen of America, Inc, ("VWoA"), an organizational unite Volkswagen Group of America, Inc., would like to extend to you and any co-buyer or co-lessee of the subject vehicle an offer to replace the above-mentioned vehicle with a...

new 2014 [redacted]. The replacement transaction will be considered a substitution of collateral with your lien holder, pending its approval. The terms of your contract, including the monthly payments and contract period, will remain the same. (Alternatively, if you would like VWoA to repurchase your vehicle, please just let me know and I will send the details of the offer in a separate correspondence).The above-stated offer is made in the interest of goodwill only and is an attempt at a fair resolution of this matter. It is not an admission of liability or nonconformity by VWoA under state or federal law.Your replacement vehicle, if it must be ordered and built, may take approximately 3-5 months for delivery. Please list two or three color choices on the next page. We will do our best to comply with your top choice.In consideration of VWoA's agreement to replace the above-mentioned vehicle, you must agree to surrender the vehicle to us as originally equipped and with all owner's manuals and keys, and to sign any paperwork required to provide Volkswagen with a clear certificate of title.A Volkswagen representative will inspect the vehicle at the time of the surrender. If the car is missing original equipment, manuals, or keys, or if there is intentionally inflicted damage or unrepaired accident damage, we will work in good faith to promptly resolve that issue to the parties' mutual satisfaction.In further consideration of VWoA's agreement to replace the above-mentioned vehicle, you must keep confidential the financial terms of this agreement, and therefore must not disclose the financial terms to anyone other than your attorneys, accountants, or immediate family members. This provision is intended to comply with California Civil Code Section 1 793.26, and nothing herein prohibits you from disclosing to any person the non-financial terms of this agreement or the nature of any alleged problem(s) with the vehicle.In addition, you must agree to waive and release nil claims against Volkswagen AG,  Volkswagen Group of America, Inc., Volkswagen of America, Inc., Volkswagen Credit, Inc., [redacted] Financial Services, Inc., their parent companies, employees, and authorized sales and service facilities legarcling the a hove-mentioned vehicle and its use and service and repair history.In order to complete this replacement transaction, please do the following:- Continue making your scheduled payments throughout the replacement process;- Notify your insurance company of the pending transaction; and- Sign below where indicated and return this entire letter to me by fax at ###-###-#### or by mail (to the address above) and include:- A legible copy of your vehicle registrationUpon receipt of the signed agreement, I will prepare the replacement documents. When the documents and replacement vehicle are ready, [redacted] will notify you of the date, time, and location of the replacement transaction, which will take place at the servicing dealership during normal business hours.Please note that this offer will remain open 15 days from the date of this letter. If you would like more time to evaluate the offer, please let me know, and it will be extended to give you whatever reasonable time you require.If you have any questions, please feel free to contact me.Sincerely,

Hello,
 
Mr. [redacted]'s attorney has made contact  with Volkswagen.  We will work with his attorney moving forward to come up with an amicable resolution.
 
Thanks!

size="3">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.

Mr. [redacted],
We apologize if you are unhappy with our previous response.  Unfortunately, Volkswagen is unable to meet your request to repurchase your vehicle, as there are no manufacturer shortcomings.
Sincerely,
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.