Volkswagen Group of America, Inc

The TDI buyback settlement is a headache and getting a consistent answer is obviously asking too much. The initial process of having VW review my documents took much longer than the stated/required time and I anticipated a delay due to the volume. I received my final offer letter 12/28/2016 and before I could send the documents back my car was totaled on 12/30/2016. I have since called the 1-844-98-CLAIM number listed on the VW claim site at least 4 times. I have gotten a different answer every time on how to switch the claim to restitution only. I was advised that I do qualify for restitution and I hope that is true. I've been advised to fill out the 24 page paper claim and send it in. I was then told that my login would be restarted and I would then file for restitution only. To restart the website would take 3 days. It's been a week and nothing has changed on the website. I've asked for a supervisor to call me which would take 24-72 business hours and I'm beyond that and no call. I called back today and was advised a new option to start a new claim on the website with a different email address. I again asked for a supervisor to call, however I have NO faith that it will ever happen.
I'm not about to fill out a 24 page paper claim form or create a new email address just to start the claim process all over again online. VW has all my ownership information and it has been verified. I can understand submitting proof that the car was in an accident and rendered a total loss. I have no problem submitting additional required documentation, but to start all over after months of waiting is ridiculous to ask their customers. I'm stuck with multiple answers an no person to tell me what if any of those bad options are correct. I can't find an answer online, I can't get a call back, so I'm stuck waiting for VW to help. VW should have anticipated the volume, anticipated the different scenarios and they have failed. I do feel very sorry for the people who are answering all the calls. I do apologize when I call and tell them my frustrations, because they are being put on the front lines without the back end of VW following up as they have promised.

December 9, 2014In regards to the above mentioned complaint that was submitted by [redacted] we have reviewed the request and at this point [redacted] of America Inc. has already made the offer of $2500 in form of [redacted]" trade assistance to the customer. At this point there is nothing further...

that [redacted] of America will bewilling to offer.Sincerely,
Adrian G
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:
VW is failing to acknowledge the fact that one of their own certified technicians told me that this should not happen to a car under 100,000 miles.  This is a default in the vehicle and should be covered by VW.  The technician got in so much trouble over telling me this because now I, the customer, is aware that I should not be responsible for paying for this repair.  Because the technician got in trouble, he proceeded to text me messages that were harassing in nature, asking me to not pursue this.   VW is responsible for this repair and needs to pay for it.
Regards,
[redacted]

October 23, 2014
Dear [redacted]:Volkswagen Group of America, Inc. is in receipt of your letter dated October 16, 2014 regarding claim # [redacted]. We appreciate the opportunity to respond. The customer has been in contact with Volkswagen Customer CARE regarding his concerns over his vehicle's fuel economy. They have offered the customer an inspection to determine the rate of consumption, or a loyalty voucher towards the purchase of a new vehicle. We encourage the customer to continue working with Volkswagen Customer CARE so this matter can be resolved.
Sincerely,
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:
Volkswagen is correct that the manual states 10,000, 20,000, and 30,000 mile maintenance is part of the carefree program. However, the manual clearly states that ALL scheduled maintenance is covered during the warranty period (36,000 miles or 3 years). My automobile was under 3 years old and had less than 36,000 miles on it. Since it had not had a service for over one year, it was due for maintenance according to the manual. 
The statement that "all scheduled maintenance is covered" is visible in the image that Volkswagen attached to their response. If they really mean only "Carefree Maintenance" is covered, why did they not state that? Or why not state that only 10, 20, and 30k service is covered? To use verbiage such as "all scheduled maintenance" is apparently a false statement.
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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because if this is the normal operation of the vehicle, then why are we waiting on a software update? Why would one be necessary? This condition is causing additional resources in gasoline and additional trips to the [redacted] dealership. I feel [redacted] could have traded this vehicle or refunded the [redacted] care package.
Regards,
[redacted]

Dear Revdex.com;Regarding the response by Mr. [redacted] Volkswagen did want to ensure that there was no communication. In our previous response it was never stated that there wasn't a TSB we merely corrected the number from the one Mr. [redacted] was Using in his letter to the correct one. As seen on the attached RO is states the dealer was unable to duplicate the noise the customer was experiencing but after researching further with the dealer they did state they were finally able to duplicate if although if had to be under extreme high load to duplicate it. As far as the updated part that the TSB refers to, there are parts that are updated constantly although it does not mean that there is an engineering defect. The TSB does state the labor hours and if the vehicle is under the covered warranty does give the times to have this filed correctly. And although, the vehicle is a CPO vehicle the certification took place almost 3 years ago and over 13,000 miles, Volkswagen has given its position to cover 50% of the repair and would not be able to extend the offer any further.Sincerely,
Adrian G[redacted]
Customer Resolution and Retention Senior Specialist

Hello [redacted],
Audi of America values each and every one of their customer and will be reaching out to you directly in the near future to discuss any offers they may be presenting.
Sincerely,
Customer Resolution and Retention

September 16,2014
Volkswagen Group of America, Inc. is in receipt of complaint # [redacted] regarding the above-mentioned vehicle. We appreciate the opportunity to respond regarding the customer's concerns.
Updates for our navigation systems can be obtain through [redacted]. Using their...

website a customer is able fo enter their vehicle information to determine what update is available to them. Using the above-vehicle information the [redacted] * map update requires a SO card, not the CD which was purchased. Our Volkswagen Customer Care Center has spoken with [redacted], who confirmed they will be reimbursing the customer for the incorrect order.Sincerely,Doug GCustomer Resolution and Retention Senior Specialist

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

Complaint: [redacted]Dear [redacted],Thanks for your effort in coordinating the claim. I have read the response from Ms. C[redacted] and I am rejecting this response because of three simple facts below:1. It was advertised on www.[redacted]usa.com that an [redacted] comes with four-year [redacted]Traffic subscription (see attachment)2. It does not state the subscription is new purchase only nor the subscription is non-transferable, not even in fine print (see attachment).3. I have asked [redacted] customer support if there is any public documentation in writing that explicitly states the subscription is non-transferable. However, they are unable to provide any and stated the policy is just an "internal" one. Clearly, there is a discrepancy between what is being advertised and [redacted]'s internal policy.Therefore, I maintain that my car, though purchased as a preowned, is eligible for the [redacted]Traffic service for the remaining part of the [redacted]'s advertised four year period.
Regards,
[redacted]

August 13, 2015This letter is in response to your correspondence that we received 8/10/2015 regarding the above mentioned claim. Volkswagen will be in contact with the customer to attempt to resolve his concerns.
Sincerely,
Kim L[redacted] SpecialistCustomer Resolution...

and 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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Yes, I have been to the dealership and working with a case manager. After one week of having my van they could not duplicate or diagnose the issue, therefore releasing the vehicle back to me, to drive and just wait for it to occur again. Now the case manager recommends another dealership visit for a second opinion, at which I've not had time to do so yet being a full time working mother. This is my only source of transportation. I do not feel this van is a safe or reliable source for my family. Volkswagen has had 8 months to get it together for this recall, with no end in sight or solution. How many months will it take before I can feel relief on this issue of my van working properly? 
Obviously there is a short or malfunction in the electrical system, with the [redacted] Module. How many complaints will it take to get this resolved? Will it take an accident or injury to occur due to VW negligence in order to take consumers, such as myself, seriously.  
Let me remind you my ignition has already been replaced once, with countless other repairs. My overall satisfaction with this vehicle is very low and I would not purchase another [redacted]. Volkswagen has the opportunity to make this right and offer a solution that would be beneficial for a VW owner, but doesn't want to address this matter. As stated before, I would like my loan dissolved or at least the opportunity to trade in for amount owed to purchase a more reliable vehicle. 
The dealership can't be of much assistance because they don't have the parts or knowledge of the issue to fix my vehicle. It' seems to be a waste of time to work with them at this point. 
Regards,
[redacted]

May 14, 2014
Dear [redacted]:Volkswagen is in receipt of complaint # [redacted] regarding the above-mentioned vehicle, and we appreciate the opportunity to respond.While we appreciate the customer's concern; unfortunately the maintenance manual outlines which services are included as part of the Volkswagen Carefree Maintenance Program. The 40,000 mile maintenance in question is not covered as part of the Carefree Maintenance Program. Therefore, we are unable to meet the customer's expectation of covering the cost of the 40,000 mile maintenance.Sincerely,

Dear [redacted]:
Volkswagen is in receipt of complaint # [redacted] regarding the above-mentioned vehicle, and we appreciate the opportunity to respond.
The attached maintenance manual shows that the 10,000 mile; 20,000 mile and 30,000 mile maintenances are included as part of the...

Volkswagen Carefree Maintenance Program. The 40,000 mile maintenance in question is not covered as part of the Carefree Maintenance Program.Unfortunately, we are unable to meet the customer's expectation of covering the cost of the 40,000 mile maintenance.Sincerely,

Dear [redacted]:
I am grateful that you are making a “goodwill gesture that
Audi  is willing to review the customer’s request.”  Please allow me to re-illustrate that my car
was maintained by Audi  dealership since day one!  Should you need the maintenance records I
will gladly forward to your office. In addition, my issues concerning the oil
consumption was notated before the 50,000 miles in Germany, in which I had shared
those documentations with the local [redacted] dealership and the Audi  Headquarters’
Office in January 2014. Needless to say this issue have been continuance one,
and I had voice my concern numerous times.
However, I had requested to have a current an oil
consumption test in January 2014, but the dealership declined to perform my
request. Instead they reference back to the ten or more days of 2013, that my
car remained at the [redacted] dealership undergone oil analysis and other maintenance
check in which I was not provided with full disclosure of the finding other
than.   The technician stated “the oil consumption
is doing better now,” still after several addition visits the issue continued and
required frequent “topping off”(replenishing engine oil on shorter distances),
please see attached Technical Service Bulletin.  
Once again, if I had known in 2007, that it was required of
Audi  “owners” to travel with a quart/ liter of engine oil to top off the engine,
my decision would have been different.  Please see attached Audi Technical Bulletin
posted two years after my ownership.  I
did not know this.  Also, do you think it
is fair for me to continue add a quart of oil to an engine that does not have a
dip stick,  nor any  other means to measure the amount of engine
oil that is really needed ?  The “only” measurable
way would be to go into the dealership to ask how much oil is/are needed.  In the past I had asked the dealership and I
was told just add a quart, but who to say that a quart was needed?
On a lighter note,  I
was told that an  oil consumption can
“only” be done if the car is being driven and I have not drove my car since
January 2014. Therefore, at this time it would be impossible for me to provide
you with an adequate oil consumption analysis from the dealership or repair
estimation. Please provide guidance to proceed and dealership.
Thanking you in advance for your immediate assistance.  Please provide further instruction on how I
should proceed in this matter.
Regards,
[redacted]

Dear Ms. [redacted]:
 
We apologize you are disappointed with our previous response.  The dealership is your point of contact since they performed the inspection.  The dealership reports the inspection information to Volkswagen Credit. and then they bill accordingly.  As such, we recommend working with the dealership directly to attempt to resolve your concerns.
 
Regards,
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.

Aug 8 2014
Dear [redacted]:Volkswagen Group of America, Inc. is in receipt of the claim you filed with the Revdex.com, regarding your 2012 Volkswagen [redacted]. Volkswagen appreciates the opportunity to respond. As a goodwill gesture, Volkswagen had previously offered 75%...

assistance towards the labor portion of the headliner repair. In addition to his offer, Volkswager will provide assistance with the remaining expenses of the headliner repair.In follow up to our conversation of August 8, 2014, recommend contacting [redacted] Volkswagen Service Manager Rich C[redacted] to schedule an appointment for the repairs he is aware of the goodwill offer and will facilitate in ensuring this repair is completed for you.I apologize for the concerns you have experienced with your 2012 Volkswager [redacted]. Please contact me of the number above if you have any further questions.Sincerely,Leslie C

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.

December 3, 2015Dear [redacted],
On behalf of Audi of America, Inc. ("Audi"), an organizational unit of Volkswagen Group of America, Inc., this letter will acknowledge receipt and respond to your request for the repurchase of your vehicle as a result of the recent news...

regarding emissions issues with certain AudiTDl vehicles.The trust of our customers and the public is our most important asset. While the service history of your vehicle does not meet state or federal requirements for a repurchase or replacement, please know that there are efforts underway to ensure that both your vehicle and your trust in our organization are remedied. A remedy of the TDI emissions issue is in the process of being developed and we greatly appreciate your patience during this time. As a measure of goodwill, Audi has communicated initial steps to show gratitude to owners of affected vehicles for their patience while long term measures are put into place. Information with regard to this goodwill offer can be found at www.audidieselinformation.com.
We apologize for any difficulties you may be experiencing, and wish to assure you that once a remedy has been determined for the relevant vehicles, the owners of those vehicles will be contacted. In the interim, please note that on September 18, 2015, the United States Environmental Protection Agency (EPA) stated that the emissions issues "do not present a safety hazard and the cars remain legal to drive and resell."
We 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 additional concerns with your vehicle, please contact an authorized Audi dealership to schedule a service appointment. Should there be additional information regarding your vehicle's service history that you would like us to consider, please contact Customer Resolution & Retention at ###-###-#### or [redacted].com.
Sincerely,
Customer Resolution & Retention