Volkswagen Group of America, Inc

Good afternoon,*** *** currently has a case open with our TDI resolution team, The team has been working with *** *** to try to have this resolved and do a closing on his inoperable vehicleWe apologize about the delay and frustration that *** *** has endured,
however, VW is doing everything in its power to schedule the closingVW left a voicemail for *** *** on March 20th, in regards to scheduling his closingWe suggest that he keep working with the TDI resolution team in order to finalize the process.Regards,Adrian G

January 24, 2018Dear *** ***:Please let this serve as receipt and response to your Revdex.com correspondence dated 1/29/On behalf of Audi of America, I apologize for any inconveniences you have experienced throughout the TDI Settlement process.After reviewing your current TDI
Settlement claim (reference Audi case # ***), it appears that the department working on the TDI Settlement cases received your documents on 1/16/All of the documents were uploaded to the claims portal by 1/19/I have also reached out to the correct department’s supervisor and requested that this case gets expedited.Once again, Audi of America apologizes that it has reached this point of escalation; however we appreciate the opportunity to look into this for you.Sincerely,Audi of America, Inc.Ryan H.Customer Resolution & Retention

[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 ***, and find that this resolution is satisfactory to me. My biggest concern has been *** VW's lack of communication and hope that this can be resolved
Regards,
*** ***

October 19, 2017Dear *** ***:This will acknowledge receipt and response to your Revdex.com correspondence dated 10/18/2017, regarding your Volkswagen CCWe sincerely apologize for any service-related difficulties you may have experienced with your vehicle.I noticed that you have been in contact
with the Volkswagen Customer Care department, reference case # ***Unfortunately, I do not have any additional information to provide you other than what the Team Leader has already discussed with youThe recall to the fuel pump control module is still in pending statusOnce the recall is ready to be released, Volkswagen of America will notify any impacted customersIf any related repairs are made to the vehicle before the recall notice is sent out, customers can submit their repair order documentation to be reviewed for reimbursement.Please be assured that Volkswagen takes a broad and liberal view when helping owners to be satisfied with their Volkswagen driving experience.Volkswagen will continue to work within the terms of any applicable warranties to address any verifiable concernsIf you are still experiencing concerns with the vehicle, please contact an authorized Volkswagen dealership to schedule a service appointment.Sincerely,Ryan HCustomer Resolution & Retention

***,
Did you ask *** why he and his team took my vehicle into his facility on three separate occasions to diagnose the noise? That gets to the heart of the issueIt is so unusual that they took it in on separate occasions and made repairs to try to eliminate the soundIf it was operation, they would have told me on the first visit and explained it was the compressorIn this case we have a compressor that may be operating and cooling, but it is unusually loud and a specialist had to figure it outAgain, VW could sell me tires that rotate and work on the roadAt the same time one could be unusually, loud and it would be replaced because it is not normal
My guess is VW does not want to address this because it is a *** and they don't wish to put any more money into itThat's why *** suggested I work with VW America for incentives to buy a new car and remain a customer
Thanks* ***

July 15,
Dear Revdex.com:
This will acknowledge receipt and response to your correspondence dated July 9, regarding the customers Volkswagen JettaWe 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 statutesTaking 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 offerThe 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 offerPlease 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 casesVolkswagen will continue to work within the terms of any applicable warranties to address any verifiable concernsIf the customer is still experiencing concerns with the vehicle, please have them contact an authorized Volkswagen dealership to schedule a service appointmentSincerely,
Adrian GCustomer Resolution and Retention

May 13, Dear *** ***:
Audi of America, Inc(Audi) is in receipt of the claim dated May 5, 2014, submitted to the RevDex.com by *** *** regarding the above-referenced Audi APlease note that this vehicle is out of warranty as it had a limited
new vehicle warranty of years or 50,miles whichever occurs first from an in-service date of January 30, 2007.In his complaint, *** *** alleges a concern with oil consumption; however, no repair information pertaining to this vehicle was provided nor is availableIf the customer is seeking assistance with repairs, as a goodwill gesture Audi is willing to review the customer’s requestIt is not an admission of liability or non-conformity under state or federal lawIn order to further review any request for assistance, we would need a current repair order from an authorized Audi dealership detailing the concerns and estimate for repairs including a parts and labor breakdown.Should you have any questions, please feel free to contact me directlyOnce again, thank you for the opportunity to respond to *** ***’s concerns.Sincerely,

*** *** *** ***
*** *** *** * *** *** *** *** ** ***
*** *** *** ***This will acknowledge receipt and response to your Revdex.com correspondence dated 4/28/regarding your *** *** *** 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 statutesTaking this information into consideration, Volkswagen of America, Inc(“Volkswagen”), an organizational unit of *** *** ** *** *** has determined that the situation does not merit a settlement offer or repair.We understand that this is not the response you were looking forHowever, this case has been reviewed by multiple departments within the organization*** *** *** *** has also reviewed this case and the decision remains that no assistance will be providedThe Quality Technical Manager is one of the highest technical resources for VolkswagenPlease 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 of America appreciates the opportunity to reply to your correspondence.Sincerely,Ryan H

Please allow this to serve as response to your Revdex.com correspondence dated 11/16/On behalf of Volkswagen of America, I apologize for the dissatisfaction and any inconveniences you have experienced from your vehicle purchase at *** VW.Our Volkswagen dealerships are independently owned and
operatedVolkswagen of America is unable to respond on behalf of *** VWHowever, I have forwarded this Revdex.com complaint over to the General Manager at *** VWI have requested that he review the Revdex.com correspondence and reply as necessary.I know this is not the reply you were hoping for, but Volkswagen of America appreciates the opportunity to reply.Sincerely,Ryan HCustomer Resolution & Retention Senior Specialist

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***I am rejecting this response because the defect was clearly present well below the 120,warranty and because the preexisting major defect led to the critical defect the system only eventually recorded I Anticipate an ethical and positive action from my trusted VW Brand ~68*** ~78*** ~81*** ~2002*** -2009** -???While I have been a loyal VW driver, my next purchase will be based on positive resolution of this case by my VW customer advocate There are many alternatives that value customers and treat them responsibly and fairly.My expectation is that VW will contribute $of the $repair.*** ***

September 22, Dear *** ***:This will acknowledge receipt and response to the Revdex.com complaint that was filed on 9/15/regarding your **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 statutesTaking 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.Additionally, the concerns you have experienced with Audi *** *** have been documented and will be reviewed internallyThe dealership is in the best position to assist with the tinting concerns, as this is not a manufacturer defectThe Sales Manager was made aware of your concerns and will be escalating to the General Manager for reviewA member of management at Audi *** *** should be in touch with you to resolve your concerns.Although we could not provide a more favorable response, we appreciate the opportunity to respond.Sincerely,Audi of America, Inc.Laura S.Customer Resolution & Retention

Volkswagen GTI ***@***.comE-Mail Case: *** / *** VIN: *** April 10, 2017DateDear *** ***:Please allow this to serve as a response to your Revdex.com correspondence dated 4/3/Volkswagen of America apologizes for any service related inconveniences you may have
experienced.Your case has been reviewed by multiple departments and various levels within the organizationVolkswagen of America’s position remains with the decision that was presented to you on 4/7/The decision has been made that Volkswagen of America is offering a 10% trade in assistance toward a new Volkswagen vehicle.If interested in the trade assistance offer, please follow up with the department that contacted you with the offer.Your vehicle comes equipped with a year or 36,mile warranty, whichever occurs firstAn authorized Volkswagen dealership will address any warrantable related repairsOnce again, we apologize for any inconvenience you have experienced.Sincerely,Ryan H

April 25, 2017*** *** *** *** *** * Wauseon, OH ***RE: Volkswagen *** Case: *** / *** VIN: ***Dear *** *** on behalf of *** ***:Thank you for contacting Volkswagen of America, Inc(“Volkswagen”), an organizational unit of Volkswagen Group of
America, Inc., regarding your Revdex.com correspondence dated 4/18/Your request regarding the TDI Settlement Program process has been escalated to the Customer Resolution & Retention Team for further analysisWe 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.We apologize for any inconvenience that the TDI Settlement Program has caused to both you and your motherPlease note that the guidelines for the TDI Settlement Program were agreed upon by the U.SGovernmentAt this time, the TDI Settlement team has advised that they are in need of the front and back of the certificate of titleThis case is actively being worked on and monitored.For information relating to the TDI Settlement Program, please visit the website VWCourtSettlement.comThis website includes video tutorials and HInfo for assistanceTo speak to someone concerning the TDI Settlement Program, we must refer you to the Customer Support Team at 844-98-CLAIM (844-982-5246), as this is the team that was created to handle the TDI Class Action Settlement process and they have access to the information relating to the program.Volkswagen values you as a customerThe trust of our customers and the public is and will continue to be our most important assetWe at the Volkswagen Group will do our best to justify the trust that so many people have placed in us.Best Regards,Ryan H

Mr***:
I have been in contact with Volkswagen Credit and they have informed me they have mailed you a payment history letter today. We apologize for any oversight in getting this to you.
Sincerely,
Laura SCustomer Resolution and Retention
Arbitration Specialist
Volkswagen Group of America, IncPh###-###-####
Fax ###-###-####
mailto: ***
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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:You also told me it was policy not to reimburse someone if they didn't have the car towed to a Volkswagen dealershipAnd now you are sending me $So I don't believe you that you can't reimburse the entire tow and it's policy to only reimburse $I have repeatedly explained myself on this and it is unacceptable for you to not fully reimburse something that was caused at the fault of VolkswagenYou would have had a loyal brand advocate if I was satisfied with my purchase and now I am telling everyone what crappy "service" I received from VolkswagenI will never purchase another car from this brand again nor will my husband or his family or my family or our friendsThey are clearly liars and I should have known not to buy from you when the Diesel scandal was going onLesson learned
Regards,
*** ***

*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** *** ***
Complaint: ***
I am rejecting this response because:Current message is an acknowledgement of my original complaintUntil I have a proposed resolution, I cannot accept anything
Regards,
*** ***

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April 17, 2014Dear ***:This letter is in response to the above referenced complaint we recently receivedWe appreciate the opportunity to respond. Auburn In response to the customer's request, please be advised that Volkswagen of America, Inc("Volkswagen") does not recommend modifications to our vehiclesAny damage or concerns caused by unauthorized modifications can potentially void the vehicle's manufacturer's warranty.Upon review of the Volkswagen *** owner's manual, Volkswagen could not find any information that indicates *** specific *** model is equipped with the functionality he described.Please contact me if you have any questionsThank you in advance for your time.Sincerely,
*** *** Volkswagen Group of America, Inc
Hamlin Road Auburn Hills, MI
Phone: ###-###-####Fax: ###-###-####
E-Mail: ***.***
***

Brenda:Please provide the attached response to *** ***.Thanks! Laura S.Customer Resolution and RetentionArbitration Specialist Volkswagen Group of America, Inc.Ph###-###-####Fax ###-###-####mailto: ***@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 *** ***:This is in response to the Revdex.com complaint relating to your Volkswagen *** TDIFor any information relating to the TDI Settlement Program, please visit the website VWCourtSettlement.com, as it has the most up-to-date informationIf you have questions concerning the TDI Settlement Program, please contact the Customer Support Team at 844-98-CLAIM (###-###-####).Sincerely,Laura SCustomer Resolution & Retention SpecialistVolkswagen of America, IncCustomer CARE Hamlin RdAuburn Hills, MI Phone +* *** *** *** Fax +* *** *** *** www.vw.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:My vehicle is still under repairs for infinite time, I require a closer attention to my case. The business did not give me any options, they simply disregarded my months in and out of service repairs, that are still in processThe vehicle that started repairs on its 3rd month of me owning it is no longer qualify as a top VW quality car, moreover it does not qualify as a new car purchasePeriod.Please consider all this prior to replying.I was buying a BRAND NEW vehicle, not the vehicle I would constantly bring for repairs on the 3rd-5th monthNot even saying that I am PAYING for this vehicle while driving rental cheap cars
Regards,
*** ***

*** ***:This is in response to the Revdex.com complaint submitted on 8/6/regarding the TDI Goodwill package.We are looking into this matter for you. We have engaged with our internal departments to determine why the TDI Goodwill package was not mailed. As soon as we
have more information, we will be in touch with youThank you,Laura S.Customer Resolution and RetentionArbitration Specialist Volkswagen Group of America, Inc.Ph###-###-####Fax ###-###-####mailto: ***@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