Volkswagen Group of America

Hello [redacted] ***, I have reviewed your complaintVolkswagen is sorry to hear about the concerns you have experiencedThe assistance with the initial repair was extended as a goodwill gesture as we value you as a customerBased the time and mileage outside of your manufacture warranty Volkswagen is unable to extend further assistance.Thank you, Kim LCustomer Resolution and Retention Arbitration Specialist

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 officeIn addition, my issues concerning the oil consumption was notated before the 50,miles in Germany, in which I had shared those documentations with the local [redacted] dealership and the Audi Headquarters’ Office in January 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 requestInstead 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 Therefore, at this time it would be impossible for me to provide you with an adequate oil consumption analysis from the dealership or repair estimationPlease 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]

Since I bought this car in I have 3years of warranty per dealership .I do not know any detailsBut what is bothering me most is this car constantly have problems with windows, doors etcSo far engine is okI can't get in touch with VW customer careHow do I resolve this problems?

Please allow this to serve as receipt to your Revdex.com correspondence dated 10/31/I apologize for the experience which resulted in this correspondence Volkswagen of America will have to refer you to Vokswagen Credit, Incas they are the correct department to discuss this dispute.Volkswagen of America and Volkswagen Credit, Incare affiliated, however we are separate entities I am unable to respond on behalf of Volkswagen Credit, IncI forwarded your Revdex.com correspondence to Volkswagen Credit,Incand requested that they review your case and respond accordingly.The phone number for Volkswagen Credit, Incis ###-###-#### I understand this was not the response you were looking for, but we appreciate the opportunity to reply.Sincerely,Ryan H.Customer Resolution & Retention Arbitration Specialist

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 trustThanks, Kim LCustomer Resolution and Retention

[redacted] This will acknowledge receipt and response to your most recent Revdex.com correspondence dated 6/2/2017, regarding your [redacted] I want to let you know that I did speak with the [redacted] , at [redacted] ***on 5/9/I have also obtained all of the repair records and reviewed the complete service history for your vehicle.The position of Volkswagen of America, Inc(“Volkswagen”), an organizational unit of Volkswagen Group of America, Inc., remains that we will be unable to meet your requestThis case has been reviewed multiple timesThere is no new information to provide.I did notice that you have a [redacted] Please continue to work with the [redacted] to obtain fair restitution through the settlement guidelines.Volkswagen of America appreciates the opportunity to reply and we apologize for any inconvenience.Sincerely,Ryan H

July 8, Dear ***, [redacted] of America, Inc(***) is in receipt of the claim filed by ** [redacted] regarding his [redacted] and regrets to team that there may have been an incident wherein the vehicle was damaged by [redacted] Co., Incwhile in for service*** of America, Incapologizes for the concerns that ** [redacted] experienced with his vehicleWe have received assurances from [redacted] Co.,Incthat 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., Incprovided cash settlement in the amount of $1,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 WarrantyIn 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,

February 3, Dear Revdex.com.Although we understand [redacted] 's response we believe that he made a mistake while reading the responseVolkswagen under no circumstance stated that the repairs took place months apartWhat Volkswagen stated was that the repairs took months apart and www.vw.commiles apart, we are not arguing that point at allAlso, although we understand what he believes should have been the repairs if the thermostat was the cause of the first overheating the vehicle would have overheated during the hot summer days a lot sooner than the months it took for the vehicle to overheat againWe do apologize for all of the inconvenience that [redacted] has experienced but with the vehicle currently at over 214,miles on it we would not be able to assist with the repairs.Sincerely,Adrian GCustomer Resolution and Retention Senior Specialist

This will acknowledge receipt and response to your Revdex.com correspondence dated 8/15/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.Sincerely,Ryan HCustomer Resolution & Retention

March 9, [redacted] Dyersville, IA ***RE: Volkswagen [redacted] Case: [redacted] VIN: [redacted] Dear [redacted] :Thank you for contacting the Revdex.com, regarding your vehicleYour request in regards to your loan still being unsatisfied on your affected TDI vehicle has been escalated to the Customer Resolution & Retention Team for further analysisWe regret that you have concerns that have led you to engage with the Revdex.com, but assure you that your request will receive our thorough and detailed attention.We reached out to [redacted] *** and were advised that the payoff check was delivered to the incorrect addressWe apologize for the inconvenienceWe have obtained the correct address and will send out a new payoff check as soon as possible.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 HArbitration SpecialistVolkswagen Group of America Hamlin RdAuburn Hills, MI Telephone Fax + [redacted] ***

Please provide the attached response to this customer.Thanks! Laura S.Customer Resolution and RetentionArbitration Specialist Volkswagen Group of America, Inc.Ph###-###-####Fax ###-###-####mailto: [email protected] 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 This is in response to the Revdex.com complaint relating to your Volkswagen [redacted] 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 or comments relating to the TDI Settlement Program, please contact the Customer Support Team at 844-98-CLAIM (###-###-####)

April 11, [redacted] Norfolk, VA [redacted] RE: Volkswagen *** Case: [redacted] / [redacted] VIN: [redacted] Dear [redacted] ***Thank you for contacting Volkswagen of America, Inc(“Volkswagen”), an organizational unit of Volkswagen Group of America, Inc., regarding your vehiclePlease allow this to serve as response to your Revdex.com correspondence dated 04/05/We 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.On behalf of Volkswagen of America, I would like to apologize in the delay you have experienced with the TDI buyback processI have reached out to the correct department to make sure your concerns have been addressedThe lienholder check has been sent to [redacted] and is scheduled to arrive on 04/12/The lienholder check [redacted] tracking # is [redacted] Once again, I would like to apologize for any inconvenience you have experienced.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

Dear [redacted] :This will acknowledge receipt and response to your Revdex.com correspondence dated 2/1/2018, regarding your Volkswagen ***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.We understand that this was not the response you were hoping for, however we appreciate the opportunity to respond.Sincerely,Ryan HCustomer Resolution & Retention

We request a couple more days, as we are still reviewing this claim Laura S Customer Resolution and Retention Arbitration Specialist Volkswagen Group of America, Inc Ph###-###-#### Fax ###-###-#### mailto: ***@vwgoa.com

Dear [redacted] ***:This will acknowledge receipt and response to the Revdex.com complaint dated 9/1/regarding your vehicleWe sincerely apologize for any service-related difficulties you may have experienced with the vehicle.We have thoroughly reviewed the service history of your vehicleVolkswagen of America, Inc(“Volkswagen”), an organizational unit of Volkswagen Group of America, Inc., has determined that the history does not merit a settlement offer.Although we could not provide a favorable decision, we appreciate the opportunity to respond.Regards, Customer Resolution and Retention Volkswagen Group of America, Inc [redacted] ***Auburn Hills, MI ***

July 13, Dear Revdex.com;This is in regards to the Revdex.com complaint that was submitted on 07/06/We are in the process of working the customer to come to an amicable resolutionWe 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 GCustomer 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:I wish to respond to the following statement from Volkswagen: "We have thoroughly reviewed the service history of your vehicleVolkswagen of America, Inc("Volkswagen"), an organizational unit of Volkswagen Group of America, Inc., has determined that the history does not merit a settlement offer as a result of the recent news regarding the [redacted] Airbag Recall."Given that the recall is regarding a safety issue that can (and has been known to) cause death, can you please explain to me how this does not merit a "settlement offer"? If potential death does not merit further action (i.ePaying for a rental car or providing a loaner) then what does? Does death have to occur before you offer a better resolution? People have already died from these airbags, therefore your lack of resolution seems unacceptable Regards, [redacted]

October 28, 2016Dear [redacted] :This will acknowledge receipt and response to the Revdex.com complaint dated 10/26/regarding your Volkswagen ***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 givento 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 remaining warranties to address any verifiable concerns.Although we could not provide a favorable response, we appreciate you giving us the opportunity.Sincerely,Laura SCustomer Resolution & Retention

March 12, Dear Revdex.com: Regarding the complaint submitted by [redacted] on her [redacted] Volkswagen has been working with the customer and her dealer, [redacted] Volkswagen, to resolve any warranty issues that she might have with the vehicleThere is art upcoming campaign/recall on the vehicle and as soon as there is a repair available for that recall Volkswagen will work with the dealers to contact any affected consumers, [redacted] has been working with one of our regional case managers and her dealer and we look forward to continuing to work with [redacted] in order to provide the best customer experience possible.Sincerely, Adrian G Customer Resolution and Retention Senior Specialist

Dear [redacted] , We have received the complaint filed with the Revdex.com regarding your vehicleYour request for the repurchase of your vehicle as a result of the news regarding emissions on affected TDI vehiclesis being reviewed by our Customer Resolution and Retention Team for further analysisWe regret that you have concerns that have led you to engage the Revdex.com, but assure you that your request will receive our thorough and detailed attentionVolkswagen of America values you as a customerThe trust of our customers and the public is and continues 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 Please note that on September 18, 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" Volkswagen of America Incwill follow up with the Revdex.com once our evaluation is complete In the event that the evaluation is delayed for any reason, please know that we will contact you to keep you informedBest Regards, Customer Resolution and RetentionKimberly L***