Volkswagen Group of America

[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:This is just a form letter responseVolkswagen has yet to show me in any way how they care about customersVolkswagen remains silent, and refuses to help its customersI am now stuck with a worthless car, and Volkswagen apparently chooses to do nothing about it Regards, [redacted]

Hello, [redacted] Arbitration Specialist TitleLakewood, CA [redacted] Customer Resolution & Retention Department###-###-#### Phone###-###-#### Fax***@vwgoa.com E-MailRE: Volkswagen ***Case:***-***-***April 5, DateRevdex.com Case: [redacted] VIN: [redacted] Dear [redacted] :This will acknowledge receipt and response to your Revdex.com correspondence dated March 31, 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 vehicleUnfortunately, Volkswagen of America, Inc(“Volkswagen”), an organizational unit of Volkswagen Group of America, Inc., has determined that the history does not merit a settlement offer.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 moduleAs 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 made.Due 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 outTherepairs 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

Dear [redacted] : We received your Revdex.com complaint dated 2/5/ We have thoroughly researched your request Volkswagen is unable to make any exceptions for the TDI Goodwill Package registration that ended April 30, We understand this may not be the answer you hoped for; however we appreciate the opportunity to respond to your concernSincerely, Laura SCustomer Resolution & Retention Specialist

[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Hello, While we do apologize for the experience you have had in regards to the purchase of your extended service contract, this is a product offered by [redacted] and sold by the dealershipsDealerships are franchise businesses and we are not in a position to dictate their business practicesVolkswagen has not authority to change the policies of these type of services.Thank you, Kim LCustomer Resolution and Retention Arbitration Specialist Volkswagen Group of America, IncPh###-###-#### ext [redacted] Fax ###-###-#### mailto: ***@vwgoa.com

Dear Revdex.com;Regarding the response by Mr [redacted] Volkswagen did want to ensure that there was no communicationIn 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 oneAs 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 itAs 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 defectThe TSB does state the labor hours and if the vehicle is under the covered warranty does give the times to have this filed correctlyAnd although, the vehicle is a CPO vehicle the certification took place almost years ago and over 13,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

[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:This does not satisfy my complaint My complaint is specifically about how I have been treated by the TDI specialists handling claims! I am not going to just call them to talk about it! I have asked to file formal complaints through VW and told no The court agreed upon timeline for my claim has not been met and the representatives at Customer Support Team at 844-98-CLAIM will do nothing about it telling me to call them to speak to someone concerning the TDI Settlement Program is not a sufficient solution to my complaint because I have done that over and over and they do nothing and treat me horribly in addition Regards, [redacted]

To Whom It May Concern, On Oct the VW diesel buy back was approved, I completed my application for by back on Nov On Nov I received an e-mail from VW notifying me they were reviewing my application On Nov I received an e-mail from VW stating they accepted my claim and were processing it and I would receive contact from VW by Dec 2016, further that I was not to place more than 70,miles on my Jetta, which at the time of my application had 64,miles on it On Dec I contact the VW claims call center and the employee told me on Dec VW accepted my claim and it was forward in the approval process I called the VW claims call center on Dec and the employee told me on Dec my claim was forwarded to the third part for the final reviewI called the VW claims call center on Dec and the employee told me on Dec my claim was approved by the third party review and I should be receiving an e-mail in the coming days to go online and print my offer and then have it notarized I called the VW claims call center on Jan and the employee told me my claim was still with the third party reviewers On Dec I Facebook and Twitter commented to corporate VW asking for assistance and relating that I was going to continue to push the point of their lack of assistance to all of the customers they are avoiding and dragging their feetThis is what is frustrating, I have done nothing wrong, I am a year veteran of the U.SArmy, I have served my country and purchased a vehicle which I thought had a pristine record to date, Feb VW decided as a corporation or a few employees or one employee to commit fraud and now they have to pay the consequence for that action Now I understand that in today's world people lie and there are no consequences, but that is not who the world should be Yes VW has been told by the judge ruling over this diesel emissions case that they are doing fine but in fact they are not VW has had to go back to court because they were NOT acting fast enough on the claims process, since they have step up their game some, but in my eyes they are failing their customers miserably I had to purchase a replacement vehicle, being my wife and I are working class folks and we both are employed and we need two vehicles to get to work as we work miles apart on different schedules So I now am making a payment on a car I am not using and should be purchased back or darn close to being completedTravis AM***

Hello, We have forwarded this onto [redacted] Financial Services for review and response Due to privacy of financial information, we do not have access to financial records Thank you, 0pt;"> Laura SCustomer Resolution and Retention Arbitration Specialist Volkswagen Group of America, IncPh###-###-#### 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

Case: [redacted] VIN: [redacted] December 22, 2016DateDear Mr [redacted] :This will acknowledge receipt and response to the Revdex.com complaint dated 12/15/regarding your Volkswagen CCWe sincerely apologize for any service-related difficulties you may have experienced with your vehicle[redacted] Volkswagen has inspected the vehicle and found there are no manufacturing defects causing premature or unusual tire wearTires are warranted by the tire manufacturerVolkswagen of America, Inc(“Volkswagen”), an organizational unit of Volkswagen Group of America, Inc., is unable to provide assistance.Volkswagen will continue to work within the terms of any applicable warranties to address any verifiable concerns.Although we are unable to provide a favorable response, we appreciate the opportunity to respond.Sincerely,Laura SCustomer Resolution & RetentionVolkswagen of America, IncCustomer CARE [redacted] 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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: This repair was due to an overheating issue, if you ask any mechanic what you would check first in an overheating issue is the thermostatThe heads don't burn up by themselves something has to cause that to happenWhen they say it's not related it's not trueMy temperature gauge is still not working like it should and how will I know if the engine is still running hot or not when it does not work sometimeAt the minimum during an overheating situation they thermostat should be replacedIf the heads have burn then that would be the thermostat burn as well, I was under the impression that since they are connected it would have and should have been replacedWhen I took my car back in during the winter months because it would not heat that s when the problem was discoveredI never ran the heat in the summer this happened not months a part, from May to November does not make it monthsIf they lie about this what else are they lying about to prevent from having to repair what should have been replaced in the beginningThey said the sensor and thermostat was the codes they were getting that needed to be replaced at a cost of dollarsIf you would like to see the receipts on when the work was done in May summer and when I brought it back in the winter when I needed run the heat let me knowThis is a flat out lie that it was months apartI stand by my request to have them replaced what should have been replaced and fixed in the beginning Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: In your letter, VW failed to address the underlying causes of my complaint Specifically, VW did not address: The reason that the sunroof drains are not specified for inspection during VW's regularly scheduled preventive maintenance regiment (e.g., 20K, 40K, etc.); The reason why defective VW parts cause internal/interior damage when they fail; andThe reason why VW does not repair the damaged caused by defective VW parts that are not inspected on a periodic basis; As a faithful VW customer who has bought five new VW over the years, it is hard to understand why VW would not support a consistent consumer of your product with a reasonable complaint for damage costs It is particularly disappointing that VW does not respect the reasonable requests of dependable customers I can assure you that VW has lost me as a customer While I have noticed the quality of VW service and parts have declined over time, I have previously defended those who ask me why I buy VW, but that practice has come to an end In fact, I will quote your letter and this situation as the basis why one should never buy a VW vehicle - poor customer service, defective parts that cause internal/interior damage when they fail, and a lack of commitment to long-standing customers.When VW addresses the three issues above, they can resubmit their response for my review Regards, [redacted] ***

Hello, [redacted] has contacted Volkswagen Group of America in regards to her request for a repurchase of her vehicleThe request has been thoroughly reviewed and [redacted] has been advised that we are not in a position to repurchase the vehicle.Thank you,Kim L.Customer Resolution and RetentionArbitration Specialist

Dear [redacted] ***:This will acknowledge receipt and response to the correspondence submitted to the Revdex.com on 7/7/ We have thoroughly reviewed your request and unfortunately, Volkswagen of America, Inc("Volkswagen"), an organizational unit of Volkswagen Group of America, Inc., is not able to make exceptions to the [redacted] Goodwill package registration deadline of April 30, 2016; nor are we able to include models with the package offer.Although we could not provide a more favorable response, we appreciate you giving us the opportunity to respond.Sincerely,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 [redacted] : This will acknowledge receipt and response to your Revdex.com complaint dated 1/28/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 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 concerns If you are still experiencing concerns with the vehicle, please contact an authorized Volkswagen dealership to schedule a service appointment Sincerely, Laura SCustomer Resolution & Retention

Hello, Mr. [redacted] 's attorney has made contact with Volkswagen. We will work with his attorney moving forward to come up with an amicable resolution. Thanks! size="3">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.

Dear BBB:In regards to [redacted] 's response doled April 29th, 2015 Volkswagen did not fault the dealer. Volkswagen at this point with the age and mileage of the vehicle and the vehicle being purchased well outside of any applicable warranty would be unable to further financially assist the customer. The customer purchased the vehicle used as is and the dealer seemed to offer assistance as a goodwill gesture and at this point Volkswagen is not in a position to do the same. Sincerely, Adrian GCustomer Resolution and Retention Senior Specialist

September 16,Volkswagen Group of America, Incis in receipt of complaint # [redacted] regarding the above-mentioned vehicleWe appreciate the opportunity to respond regarding the customer's concernsUpdates 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 themUsing the above-vehicle information the [redacted] map update requires a SO card, not the CD which was purchasedOur 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

Hello [redacted] ,Volkswagen of America Group understand your frustration with the emissions compliance situation that has occurredI assure you that we do value you as a customer and we are working diligently with the appropriate agencies and departments to find a remedy for all of the vehicles that have been affected as quickly as possibleYou will be receiving correspondence from our Customer Resolution and Retention team regarding your request and Volkswagen will keep you updated as new information is available.Thank you,Customer Resolution and Retention

Dear [redacted] : This will acknowledge receipt and response to the Revdex.com complaint that was submitted on 1/20/ We sincerely apologize for any service-related difficulties you may have experienced with your vehicleWe have reviewed your request and have found that your vehicle had a warranty extension for the high pressure fuel pump that was good for years or 120,miles, whichever occurred first The last reported mileage of your vehicle exceeded 129,miles As this falls outside the warranty extension, we are unable to provide assistance Please be assured that Volkswagen takes a broad and liberal view when helping owners to be satisfied with their Volkswagen driving experience; however we are not able to assist in all casesFor 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 concerning the TDI Settlement Program, please contact the TDI Customer Support Team at 844-98-CLAIM (844-982-5246)Sincerely,Laura SCustomer Resolution & Retention