Volkswagen Group of America

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

April 20, [redacted] ***Bristol, WI ***RE: Volkswagen [redacted] 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 vehicleThis is in response to the Revdex.com complaint submitted on 4/17/relating to the TDI Class Action Settlement ProgramThis case 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 have reached out to the correct department to escalate this caseAs of 4/19/17, we show that the EFT for this case was submitted and is currently being processedWe apologize for any inconvenience you have experienced.For more information relating to the TDI Settlement Program, please visit the website VWCourtSettlement.com, as it has the most up-to-date informationTo 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

Brenda:Please provide the attached letter to this customer.Thank you,Laura S.Customer Resolution and RetentionArbitration Specialist Volkswagen Group of America, Inc.Ph###-###-####Fax ###-###-####mailto: ***@***.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 Laura S.Name SpecialistTitle Customer Resolution & RetentionDepartment ###-###-####, ext43498Phone Revdex.com Case: [redacted] ###-###-####Fax RE: Volkswagen [redacted] ***@***.comE-Mail Case: [redacted] VIN: [redacted] January 12, DateDear [redacted] :This will acknowledge receipt and response to the Revdex.com complaint dated 12/29/regarding your daughter’s Volkswagen [redacted] We sincerely apologize for any service-related difficulties you may have experienced with her vehicle.Each customer situation is evaluated on an individual basis with consideration given to many factorsTaking 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 reimbursement of the maintenance service performed at a non-participating dealership.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.Per your telephone conversation with Volkswagen Customer CARE, a formal complaint was filed against Smith Volkswagen regarding your experience.Although we could not provide a favorable response, we appreciate the opportunity to respond to your concern.Sincerely,Laura SCustomer Resolution & RetentionVolkswagen of America, IncCustomer CARE Hamlin RdAuburn Hills, MI Phone + [redacted] Fax + [redacted] *** www.vw.com

Hello [redacted] , I do apologize that you are not satisfied with our responseThe best way to stay informed as a TDI owner is the www.vwdieselinfo.comWe do appreciate all of customer's and will continue to add information to the site as it is availableBest Regards,Customer Resolution and Retention

RE: [redacted] Case: [redacted] July 21, 2017Date Revdex.com Case: [redacted] VIN: [redacted] Dear [redacted] :This will acknowledge receipt and response to your Revdex.com correspondence dated 7/13/2017, regarding your vehicleWe sincerely apologize for any service-related difficulties you may have experienced with the vehicle.As discussed with you in a previous Audi Customer Care Case ( [redacted] ), all authorized Audi dealerships are independent franchisesAudi of America cannot dictate how each dealership elects to operateIf a dealership refuses to work with a specific customer, they have that rightHowever, you can have somebody bring your vehicle in on our behalf for diagnosis/repairs.In regards to the cease and desist letter sent from Audi of America’s attorney [redacted] , that was due to rudeness and unprofessionalism experienced by some of the Audi Customer Care Advocates who worked with you in prior cases.Audi will continue to work within the terms of any applicable warranties to address any verifiable concernsIf you are still experiencing concerns with this vehicle, please contact an authorized Audi dealership to schedule a service appointment.Sincerely,Audi of America, Inc.Audi of America, IncCustomer Experience Center [redacted] **Auburn Hills, MI *** Tel+ [redacted] Fax + [redacted] audiusa.comRyan 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:They are offering just a generic responseThey are not offering any solution to this huge problemJust wait and we will contact you when we come up with a solution is not a proper responseWhat am I supposed to do with this vehicle? Keep it until they decide what to do? When ? It's costing me moneyIt's ashame this is happening to Audi carsI will never buy again from them [redacted] just won a customerInstead of waiting I will head to he [redacted] dealership Regards, [redacted] ***

Hello [redacted] ,Volkswagen apologized that you were not made aware that the vehicle did not come equipped with a spare tireMany vehicles across the manufactures build vehicles that do not come equipped with a spare tire for various reasonsThis is how your vehicle was designedThe repair kit will allow you to get the vehicle to a repair facility in the event you have a concern with one of your tires.Thank you,Kim L.Customer Resolution and RetentionArbitration Specialist

Please allow this to serve as receipt and response to your Revdex.com complaint dated 12/8/2017, regarding the above mentioned vehicle [redacted] of America would like to apologize for any inconveniences you have experienced regarding the turn in of your [redacted] **.After reviewing this case, it appears [redacted] Financial Services reached out to you on 12/18/ [redacted] Financial Services is a separate entity than [redacted] of AmericaSince [redacted] Financial Services is the correct department to address the concern regarding the property tax invoice, [redacted] of America recommends that you continue working with them.I apologize that your case reached this point, but it looks like [redacted] Financial Services will be able to provide further clarification on the invoice that you received.Sincerely, [redacted] of America, Inc.Ryan H.Customer Resolution & Retention

Please provide me with a FAX number to the Revdex.comI will FAX you the postal document that shows that a representative from VW signed for the delivery of my package.Tell us why here...Thank You, [redacted] ***

Dear [redacted] ***: This is in response to the Revdex.com complaint relating to your Volkswagen Golf 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 TDI Settlement Customer Support Team at 844-98-CLAIM (844-982-5246) Sincerely, Laura SCustomer Resolution & Retention 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:You clearly have not read my complaint for if you had you would have noted that I am most certainly NOT part of the settlement because no provision was made in the settlement for individuals who have imported TDI'sI have contacted the US VW claim settlement on many occasions only to be told there is nothing they can do They acknowledge that my car is indeed one of the offending TDI's by VIN number but because I am unable to produce a US title certificate they cannot help meI can prove that I am the registered owner of the carI can prove by a bill of sale that I bought the car before dieselgate was announced but because I am a Canadian I registered this US TDI in Canada as per the lawWhen I approach VW Canada legal they say that they cannot help me because my car is a US TDIThey tell me to take my issue to the US hence my better business claim against youThe only way for this to be resolved is for you to instruct someone in the settlement claims to personally handle my case as an exception to their rulesWhat I need from you for this claim to be settled is a name of a supervisor who has the authority to grant this exception Once I have been processed I will settle this Revdex.com claim Until then we are at odds because I am being denied the rights afforded other VW ownersI have written your ombudsman in Germany who kindly transferred my concerns to his US counterpartThe US VW Ombudsman propably in your office has never bothered to deal with my claim Regards, [redacted] ***

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 L.Customer Resolution and RetentionArbitration Specialist

Hello Mr***, This will acknowledge receipt and response to your Revdex.com correspondence dated 9/8/17, regarding your Volkswagen [redacted] We sincerely apologize for any service-related difficulties you may have experienced with your vehicleAfter reading the case notes in your previous case with Volkswagen's Regional Case Manager, reference case # [redacted] ; it appears your concerns have been addressedWe apologize that it had to get to this point, but I am glad to hear the dealership addressed your concernsKind regards, Ryan H.Arbitration Specialist

May 1, [redacted] Lyle, WA [redacted] RE: Volkswagen [redacted] Case: [redacted] / [redacted] VIN: [redacted] Dear [redacted] ***:Please allow this to serve as response to your Revdex.com correspondence dated 4/28/As of the date of this letter, there are no documents uploaded in the TDI portal for review – Claim # [redacted] After speaking with the department who handles the TDI Settlement Program, in order to proceed with your claim, the following information will need to be submitted:· Government Issued ID· Government Issued Vehicle Registration (on or after 9/18/15)· Financial Consent Form· Power of Attorney if applicableI know you previously mentioned that you do not have copies of the vehicle registration and the DMV cannot provide copies of old registrationsIn your correspondence dated 4/26/2017, you mentioned that Volkswagen of America would not allow a copy of the receipt history from the DMV to work in place of the actual registrationThe TDI Settlement department advised me to inform you to submit a copy of the receipt history and they will review all submitted documentation at that time.Please submit these requested documents to the TDI Settlement Portal at your earliest convenienceFor information relating to the TDI Settlement Program, please visit the website VWCourtSettlement.com, as it has the most up-to-date informationTo 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.Best Regards,Ryan HC

RE: Volkswagen [redacted] Case: [redacted] April 17, 2017Date Revdex.com Case: [redacted] VIN: [redacted] Dear [redacted] :This will acknowledge receipt and response to your Revdex.com correspondence dated April 17, regarding your vehicleWe sincerely apologize that you disagree with Volkswagen of America’s decision.Once again, this case has been reviewed within multiple departments and by various levelsThe decision remains that Volkswagen of America, Incwill not be able to provide assistance for the concerns with the ABS module.As previously stated, the ABS module will not communicate and the correct fault codes to perform the recall are not presentTherefore, the recall cannot be performed until the necessary repair is madeDue to the age and mileage of the vehicle, this repair would need to be covered by the customerA Volkswagen dealership previously recommended repairs to the ABS module back in August of 2016; before the ABS module recall notice came outThe repairs to the ABS module were declined at that time.Volkswagen will continue to work within the terms of any applicable warranties to address any verifiable concernsWe apologize for any inconvenience, but we appreciate the opportunity to respond.Sincerely,Ryan H

[redacted] We have researched your request regarding the TDI Goodwill package you ordered It should be arriving late February It was ordered January 12, and takes approximately weeks for processing, then an additional 7-business days for deliveryIf you have not received your TDI Goodwill package by early March, please contact Volkswagen Customer CARE for assistance at ###-###-#### Thank you for giving us an opportunity to respond to your request Sincerely, Customer Resolution & Retention

Regarding the Case with Mr [redacted] Volkswagen has already offer him the 50% assistance as a time goodwill gesture despite Mr [redacted] not having a proper diagnosis of his problemThe TSB that Mr [redacted] has mentioned is not in existence, we believe he is referring to another TSB that actually has the information that he is referring toThe TSB 30-12-is for information to the dealer if they encounter an issue with a repair and they need assistance as to how to proceed but is no indication that this is a recall or campaign of any sorts Again, Mr [redacted] of this point has not had an actual diagnosis and is going off of what he has read and researched on the internetAt this point there is nothing further that Volkswagen is willing to offer the customer.Sincerely, Adrian G [redacted] 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: 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,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] ***

April 9, Dear Revdex.com:This will acknowledge receipt and response to your correspondence dated 03/26/regarding [redacted] 's Volkswagen ***We sincerely apologize for any service-related difficulties she 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 statutes.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 concernsIf you are still experiencing concerns with the vehicle, please contact an authorized Volkswagen dealership to schedule a service appointment.Sincerely,Adrian GCustomer Resolution and Retention

Complaint: [redacted] Kimberly, thank you for the email. It is the deliberate, misleading business practices of your company which created theses concerns and led me to engage the BBB on my behalf.Your company cannot be trusted with the sales of your vehicles, therefore; I don't trust them to adequately address the issues without an intermediary.Quoting the EPA, stating the vehicle is safe and can be resold, does nothing to address my concerns. If Nitrogen Oxides (NOx) are regulated, it's because when they are present in large amounts, it's considered incredibly unsafe. My vehicle exceeds the regulations by 40 times the legal amount.This also has a significant impact on the value of the vehicle. The global stigma attached to my vehicle makes it far less valuable.Besides, selling my vehicle under these circumstances isn't ethical, which brings us back to my original request to have it repurchased by your company. Sincerely, [redacted]