Volkswagen Group of America

Hello [redacted] ***,At this time their is no additional information that Audi can provide you withWe do appreciate your loyalty and hope for the opportunity to win back your trust.Thanks,Kim L.Customer Resolution and Retention

Laura S.Name SpecialistTitle Customer Resolution & RetentionDepartment ###-###-####, ext***Phone Revdex.com Case: [redacted] ###-###-####Fax RE: Volkswagen [redacted] ***@vwgoa.comE-Mail Case:***-***-***VIN: [redacted] January 18, 2017DateDear [redacted] :This will acknowledge receipt and response to the Better Business complaint dated 1/17/regarding your 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 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 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 concernsIf you are still experiencing concerns with the vehicle, please contact an authorized Volkswagen dealership to schedule a service appointment.Once this appointment has been scheduled, please contact me directly at ###-###-#### to advise of the date and time of the appointmentI will then contact the dealership to ensure the available technical resources from Volkswagen are used in the diagnosis of your vehicle.Sincerely,Laura SCustomer Resolution & RetentionVolkswagen of America, IncCustomer CARE Hamlin RdAuburn Hills, MI Phone + [redacted] Fax + [redacted] 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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I have sent in the following response to Kimberly proving ownership of the vehicle through requested registration document (I also attached to this response) I am now awaiting the decision to cover this repair.Email response sent 8/16:Hello Kimberly,Please find a copy of my vehicle's most recent registration as requested and as proof of ownership There are no relevant repair receipts to include and no further ownership information that I have for you--this will be the entirety of my submission Please process this claim accordingly so that the headliner is repaired and ensure that these faulty headliners are addressed in later models.I will forward this on to Revdex.com as well if needs be.Best regards, [redacted]

July 21, Dear Revdex.com: This will acknowledge receipt and response to your correspondence dated July 15th, regarding the customer's AWe sincerely apologize for any service-related difficulties [redacted] may have experienced with her vehicleEach 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 offerPlease 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 casesAudi 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 Audi dealership to schedule a service appointmentSincerely, Adrian G Customer Resolution & Retention Adrian G [redacted]

[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: [redacted] I am rejecting this response because: VW of America with this response has just admitted that there vehicles cannot handle more than 80, miles or years Being a time past owner of VWs I know that this is not true A [redacted] which was years old with 160K miles and a [redacted] which was 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 abmalfunction 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.ebad 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 ***/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]

Volkswagen GTI ***@***.comE-Mail Case: [redacted] / [redacted] VIN: [redacted] April 10, 2017DateDear [redacted] ***: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

[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: [redacted] I am rejecting this response because: VW misunderstood my complaint [redacted] and [redacted] are the same companyI 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 errorThey 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 updateThey are giving VW a bad name for me if [redacted] is my only optionVW needs to give me another option or resolve this themselvesHere's what I want: I want a nav update without having to deal with [redacted] / [redacted] ***I cannot express how terrible my experience was with [redacted] / [redacted] ***, and I am reaching out to VW as a VW owner to provide me with a resolution Regards, [redacted] ***

[redacted] :This is in response to the Revdex.com complaint that was submitted on 10/27/ I have researched this and have found that there are no national incentives being offered for Audi owners All incentives are currently being held at the regional or dealership level At this time, Volkswagen is not offering an incentive nationally due to the Takata airbag recall The National Highway Traffic Safety Administration (“NHTSA”) has instituted a Coordinated Remedy Program (the “Program”) to replace Takata airbags according to a schedule that reflects NHTSA’s own determination of the relative risks facing drivers The Program requires manufacturers to adhere to the recall schedule that NHTSA developed in accordance with its own risk assessments of airbag rupture (See U.SDepartment of Transportation Expands and Accelerates Takata Air Bag Inflator Recall To Protect American Drivers and Passengers, NATIONAL HIGHWAY TRAFFIC SAFETY ADMINISTRATION (May 4, 2016).) According to NHTSA, “[t]his recall schedule ensures the inflators will be recalled and replaced before they become dangerous, giving vehicle owners sufficient time to have them replaced before they pose a danger to vehicle occupants.” (Idat (emphasis added).) NHTSA has mandated that “replacement inflators will be made available to the highest-risk vehicles first,” and determined that it will take “to years” of “service life” before any of the Takata airbag inflators will “pose an unreasonable risk to safety.” (See May 3, NHTSA Amendment to Nov3, Consent Order ¶ 8.) The trust of our customers and the public is our most important assetWhile the repair history of your client’s vehicle does not meet state or federal requirements for a repurchase or replacement, please know that we are working closely with the manufacturer to secure the necessary parts, tools and defining the procedure(s) to rectify this issue As these items become available your client will be notified to bring their vehicle in for service to complete the recall To verify if your client’s vehicle is impacted by this recall, enter your client’s 17-character Vehicle Identification Number (VIN) using the VIN search tool available on the following website: http://www.vw.com/owners-recalls/ Additional information may also be found on the U.SNational Highway Traffic Safety Administration (NHTSA) website: http://www.safercar.gov/Regards, 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

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

[redacted] ***: This is in response to the Revdex.com complaint relating to the Volkswagen [redacted] TDIFor any information relating to the TDI Settlement Program, please visit the website [redacted] .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 (844-982-5246)Sincerely,Laura S.Customer Resolution & Retention SpecialistConfidentiality 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 [redacted] ,Thank you for your comments, as they have been documented for internal review Should a recall become available in the future, you will be notified.Thank you,Laura S.Customer Resolution and RetentionArbitration Specialist Volkswagen Group of America, Inc.Ph###-###-####Fax ###-###-####mailto: ***@vwgoa.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: [redacted] I am rejecting this response because: they did nothing to help.Was told by VW customer advocacy rep VW has a field unit that serves as a liaison between them and [redacted] Still no action takenDealership will continue to ignore problem and VW doesn’t care since they’re not interested in being involved at the dealership levelIt is no surprise your business earned an F rating with Revdex.com.I am a first time and will be a last time VW customer Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is a step in the right direction, finally Now the claim account is sitting in a Review status, waiting on VW Once VW has sent me the necessary paperwork to finalize the claim and handle the car, I'll be more than happy to close this complaint I really appreciate the Revdex.com's help with this matter I was getting no where before this Regards, [redacted]

Hello, We have reviewed [redacted] 's complaintWe 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:EST

[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: [redacted] I am rejecting this response because:From: Revdex.com of Metro Washington DCDate: Mon, Sep 11, at 2:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] < [redacted] @myRevdex.com.org>Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: [redacted] *** < [redacted] @***.com>Date: Mon, Sep 11, at 1:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com They keep insisting on excessive wear n tear that they waived meanwhile there was no excessive wear n tear on this vehicle, I have photos to prove it I asked for the copy of the report n was told by Brian that I couldn't get it Don't know why this is if it was for my vehicleRegards, [redacted]

Dear [redacted] ***: On behalf of Volkswagen of America, Inc(“Volkswagen”), an organizational unit of Volkswagen Group of America, Inc., this letter will acknowledge receipt and response to your request for reimbursement of out of pocket expenses regarding the above-mentioned vehicleWe have thoroughly reviewed the repair history of your client’s vehicleVolkswagen of America, Inc(“Volkswagen”), an organizational unit of Volkswagen Group of America, Inc., has determined that the history does not merit a settlement offerVolkswagen 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 warrantable concerns with your vehicle, please contact an authorized Volkswagen dealership to schedule a service appointment Sincerely, Volkswagen Customer Resolution & Retention

December 9, 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 Incwould be unable to meet the customer's expectations of covering the repairsVolkswagen, like the customer stated, did have an extended warranty that covered the transmissions valve body, years or 100,miles whichever comes first, but [redacted] is outside of those parameters and Volkswagen would not be able to further extend the coverage furtherThe vehicle has been outside of the parameters for nearly 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 responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:It is not apparent that Volkswagen is honoring the agreement that they settled to pay me for my car, which I turned in over weeks ago I have now called in six times, and been told each time that a form is being filled out on my behalf and to wait more business days Who at VW is responsible for this process, and who required that a phone number be used as a security measure? I have also contacted [redacted] Consulting and *** on this matter.Regards, [redacted]

[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: [redacted] 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 ~[redacted] ~[redacted] ~[redacted] ~[redacted] -2009CC -???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[redacted]

[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: [redacted] I am rejecting this response because:there is no response other than they have received the complaint and will look into it Regards, [redacted]