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 the same exact response I got the first time, same date and everythingI requested help and assistance with this issue as this is a major safety issue and I am not pleased with the coy responsePlease re-review, I will not cancel this request or accept insufficient responsesThe cost of this repair is beyond unacceptable and I will continue to be a thorn in your side (unacceptable) until something compromisable is resolved Regards, [redacted]

Revdex.com Case: [redacted] RE: Volkswagen [redacted] Case: [redacted] Owner: Mrs [redacted] VIN: [redacted] Dear Mrs***: This will acknowledge receipt and response to the Revdex.com complaint submitted on 7/2/regarding your vehicleWe sincerely apologize for any service-related difficulties you may have experienced with the vehicleWe 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 offerAlthough we could not provide a favorable response, we appreciate the opportunity to respondSincerely, Laura SCustomer Resolution & Retention

Complaint: [redacted] I am rejecting this response because: No resolution by VW of America has been offered I believe VW of America is reviewing the official repair documents that they requested in order to determine their resolution response Regards, Daryl C [redacted] ***

RE: [redacted] Case: [redacted] September 12, 2017Date Revdex.com Case: [redacted] VIN: [redacted] Dear [redacted] :This will acknowledge receipt and response to your Revdex.com correspondence dated 9/6/2017, regarding your vehicleI apologize for any confusion and miscommunicationIn the previous manufacturer response dated 8/29/2017, I advised you to reach out to Volkswagen Credit, IncI apologize, as it should have stated to contact Audi Financial Services and the lease end departmentOnce again, Audi of America and Audi Financial Services are separate entitiesBoth entities fall under the umbrella of Volkswagen Group of America.Audi of America is not able to respond on behalf of Audi Financial Services, its affiliates or subsidiariesAudi of America is not the correct entity to address your lease end concernsLease end concerns are addressed by the Audi Financial Services Lease End departmentFor your convenience, I have included the Audi Financial Services support phone number for any lease-end inquiries.Audi Financial Services Support Lease-end inquiries ###-###-#### Monday-Friday, a.mto p.m.Audi of America appreciates the opportunity to respondWe hope you find this response beneficial.Sincerely,Audi of America, Inc.Audi of America, IncCustomer Experience Center [redacted] Auburn Hills, MI [redacted] Tel+ [redacted] Fax + [redacted] audiusa.comRyan HCustomer Resolution & Retention

[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]Apologies on not responding sooner, medical emergency and aggressive cancer diagnosis weeks ago has cause a shift of priorities My response is below , Complaint: [redacted] I am rejecting this response because: The response from MrAdrian G [redacted] contains five sentences, the first four are either complete lack of comprehension on the behalf of VW and its representative Adriene G [redacted] , or nothing short of a complete lie1st Sentence - "...Mr [redacted] not having a proper diagnosis of his problem" is a wholly and completely fabricated statement by VW Customer Resolution and Retention Senior Specialist Adrian G [redacted] to absolve them of the legally binding responsibility of the Volkswagen Powertrain Warranty 12/11/Voicemail message from Richard at Mossy Volkwswagen - VERBATIM "Hey Brian, Richard at Mossy Volkswagen, umm, just calling to let you know that your, umm, WE GOT A DIAGNOSIS ON YOUR CAR We were able to get it to make the noise this morningGive me a call 619-401- Thanks." I immediately called Richard back, who is CERTIFIED BY VOLKSWAGEN to assess and diagnose issues with VW productsThe clutch "hoo" was the exact problem as highlighted in TSB, this message was left by the very agent VOLKSWAGEN HAS AUTHORIZED AND CERTIFIED to troubleshoot and diagnose mechanical, electrical operational deficiencies with their own products It was the exact issue as call out in the TSB (I have in my possession a digital copy of this voicemail, it is also attached to this email) 2nd Sentence - "The TSB that Mr [redacted] has mentioned is not in existence." - Complete and utter untruth on the behalf Adrian G [redacted] I have a attached a copy of the TSB, it is also the # that I referred to in my conversations with Richard Mossy Volkswagen Disappointing but Perhaps Mr G [redacted] needs assistance with looking up their own internal documentation, TSB attached, and is also provided below exactly as appears on VW's own documentation: Technical Service Bulletin 30-12-Groan and or Screech Noise from Transmission during High Load Clutch Operation Condition April 26, [redacted] Groan and or Screech Noise from Transmission during High Load Clutch Operation 3rd Sentence "The TSB 30-12-is for information to the dealer if they encounter an issue with a repair and they need assistance as how to proceed..." This is 100% false, simply by reading the attached TSB one can surmise this is to assist the dealership in what has happened per the TSB Technical Background : "The clutch hub springs break down causing a vibration through the pressure plate creating the noise" per the TSB Solution: IMPROVED clutch assembly installedThis is a clear admission by VW on their very own TSB of powertrain but a engineering defect as well as a powertain failure This should be covered on both the extended warranty in force as well as the powertrain warrantyService: Replace the clutch assembly with part number 06J JX Warranty: The following sections run through the total parts list, how the dealership can file the warranty, HOW MANY LABOR HOURS ARE REQUIRED AND HOW TO INPUT AS A WARRANTY CLAIM! The reason I can understand what some people would consider a confusing document is by education I am a Degreed Mechanical Engineer from the University of Arizona In order to graduate we had to read, understand, and produce highly technical documentation throughout our studies, we also had to relate and convey the information from within the documents to non-technical people If I didn't have the technical background it would make sense this is a difficult document to understand, but that is not the case, my education and training is well steeped in what this Technical Service Bulletin means However, directly from college I entered the workforce as a engineer and manufacture of large commercial HVAC equipment ($100,to +$1,000,000) I have exposure on an almost daily basis to industry Technical Service Bulletins, as well as dealing with warranty claims both inside and outside of our organization Be it product defect, manufacture mistake, supplier defect, or in the unlikely event a shortcoming on our engineering Our professional organization both issues and responds to published and confidential General and Techncial service BulletinsI have over a decade of manufacturing experience, not just a year degree from an a questionable online university in marketing and management I am more than qualified to read and interpret VW's TSB 4th Sentence "Again, Mr [redacted] at this point has not had an actual diagnosis and is going off of what he has read on the internet" - 100% fabrication by MrG [redacted] , again Per Voicemail dated 21/11/from Richard at Mossy Volkswagen the car has been diagnosed - (voicemail is attached) As a individual who has had countless experiences with vast range of manufactures and suppliers, ranging from absolute bottom of the barrel to top tier, it is painfully apparent VW is rolling the dice on weighing the costs of not fulfilling the warranty This TSB is not currently a life/safety issue and thus not a mandatory recall, it effects 48,vehicles per VW's own TSB They are attempting to either not pay for any portion of the repairs by denying the claim and saying it's out of warranty or only partially covering what they're legally responsible for - often times claiming as they did with me the vehicle had been abused or it was a wear part and not included They tried to do that with me claiming: 1) Too many owners Except in VW's own legally binding warranty language it is fully transferrable 2) Vehicle has been abusedHowever, my vehicle was a Certified Pre-Owned and checked VW's own rigorous CPO standards3) Lack of maintenance VW claimed that there was no maintenance done, however, admitted that they have no way of knowing if this was service at someplace other than VW Dealerships The T&C's also don't stipulate that maintenance can only be performed at VW dealerships otherwise the warranty is invalidatedAgain, they do not understand their own warranty policies, procedures, and legal responsibilities; what they do understand is if they 'roll the dice' there is a chance the consumer won't be technically savvy enough to understand this is a violation of their own warranty, and if they deny enough claims or try to buy their complacency with "goodwill coverage of 50% of repairs" they will go away In a few short minutes I was able to track down over 1,unique online posts made by individuals experiencing this problem, and a wide variety of experiences from VW of America but with the same tone...deny, deny, deny, with the occasional 100% warranty coverage, as per the TC's (Invoice attached from VW Dealership outlining TSB repair, 100% covered under warranty) What you have now created is a hostile customer This experience has left such a bad taste in my mouth for the support that Volkswagen provides that I will do everything in my power to see to it consumers know the complete and total lack of support for it's product In the short time that I have been dealing with this (months) I have managed to sway the decisions of vehicle purchases away from VW Our daughter was in a wreck and car totaled by another driver, she loved the CC but decided to purchase a Mercedes due to my experience My wife had traded her car in and "LOVED" the CC, however, she opted for a Mini Cooper My parents were both in the market for a Jetta and Tiguan as they liked their old VW - they ended up with a RAV and Ford Fusion My brother just returned from the dealership with a Ford Fusion, used but has nothing but praise to speak of A close family friends lease is up on their Mercedes and wanted to look at a Passat, however completely changed their mind when I told my tale of wildly disappointing support from VW of America...this amounts to over $150,in revenue LOST for VW, but not only to mention the pull through of warranty work, effectively double the cost of that over the life of the vehicles VW of America has lost over $300k in revenue in short months all thanks to the decisions of Team Lead Peter Nordeen, and Senior Retention Specialist Adrian G [redacted] - ALL BECAUSE THEY HAVE ACTIVELY CHOSE TO BREAK THE VERY TERMS AND CONDITIONS OF THEIR WARRANTY AND HOPE THAT I'LL 'GO AWAY' Assuming the average customer stays disenchanted with a brand for 5-years and waning effectiveness as the years pass on VW can conservatively expect an impact of $3,000,if not 2x that of lost revenue Unless this repair is fully covered by VW of America and the engineering defect is fixed, with improved clutch kit as called out in the TSB, I can not in good conscience allow myself to not pursue legal action to the fullest extent of the law I will not only be reimbursed for time spent in dealing with this matter but the cost of repair as well, and frankly this will be a VERY easy case to win in courtI have the documentation on my side, the full history of conversations between Volkswagen of America, I have phone messages from Volkswagen Dealership contradicting what VW has put in writing, the TSB on VW's own paper which it claims does not exist, as well as thousands of online users experiencing the same thing - as well as proof VW has covered this repair in the past To me it's a simple decision to make - cover the repair or go to court and lose your case, not to mention active campaigning against the VW brand and personal responsibility for loss of revenue over the next decade and beyondThe choice is yours, I have no problem taking this to the next level but I will leave that decision in your hands Respectfully, [redacted]

Dear Revdex.com: In response to [redacted] 's complaint regarding his [redacted] we did want to let [redacted] know that a response has already been given to him by our Customer Care CenterFrom the complaint it looks like the dealer is willing to provide some assistance to the customer as the vehicle was purchased well outside of any applicable warranty VW would not be able to further assist with the repairsWe do encourage [redacted] to visit the dealer if they are willing to assist him since he did purchase the vehicle from the dealer.Sincerely, Adrian G Customer Resolution and Retention Senior Specialist

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 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 the customer is still experiencing concerns with the vehicle, please have them contact an authorized Volkswagen dealership to schedule a service appointment.Sincerely,Adrian G.Customer Resolution and Retention

[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 unacceptableCan they provide a technical reason why this feature cannot be activated? There are many videos on [redacted] that show people ave activated this feature on the same model that I haveThe only change is to a code number See documentation here: [redacted] I would like a technical explanation of why this cannot be doneWhat errors will it cause? Why would it work in some countries and not others? That makes no senseEspecially why would VW dumb-down one of it's larger markets like the US? There are reports of VW technicians enabling this for customers Regards, [redacted]

Good afternoon,After researching the customer's complaint there are no current open recalls on the vehicleCustomer can further review this as any recalls associated with the vehicle would be listed under the NHTSA website, please see the following link:https://www.nhtsa.gov/ [redacted] ?vin= [redacted] #vinthank you,Adrian G

Dear [redacted] :This will acknowledge receipt and response to your Better Business complaint dated 1/26/regarding your **We sincerely apologize for any service-related difficulties you may have experienced with your 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, 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 concerns If you are still experiencing concerns with the vehicle, please contact an authorized Audi dealership to schedule a service appointmentOnce this appointment has been scheduled, please contact the Audi Customer Experience Center at ###-###-#### and they will ensure the dealership is utilizing all of its technical resourcesSincerely, Laura SCustomer Resolution & Retention

[redacted] : I apologize [redacted] is unhappy with our responseAfter reviewing the repair history of [redacted] 's A3, the decision will remain unchanged If the customer is still experiencing a radio concern, please have him work with his local authorized dealership to ensure proper diagnosis and/or repair Thank you, Laura S Customer Resolution and Retention Arbitration 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

We received the rejection of our response related to the Revdex.com complaint you filed on 7/2/We sincerely apologize for any service-related difficulties you may have experienced with your vehicle.We have thoroughly reviewed the service history of your vehicleUnfortunately,Volkswagen of America, Inc("Volkswagen"), an organizational unit of Volkswagen Groupof America, Inc., has determined that the history does not merit a settlement offer.Volkswagen will continue to work within the terms of any applicable warranties toaddress any verifiable concernsIf you are experiencing concerns with the vehicle, please contact an authorized Volkswagen dealership to schedule a service appointment

[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 am not satisfied with the quality of your vehicle and your response towards me I should not have to pay $to fix the steering on a year old car The steering system on the car was defective due to manufacture My family has owned numerous Volkswagens, my father has leased [redacted] , my partner has owned ***, and his father has owned over VWs, we are very loyal customers After this experience, I don't think I can recommend buying a VW to anyone Regards, [redacted]

[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]

This is in response to the claim submitted by Mrs [redacted] regarding her [redacted] ***At this point there has been l repair and as the customer states the vehicle currently has no issuesIf Volkswagen was aware of a specific issue affecting our vehicles to the point where a recall was needed Volkswagen would do so prodciivelyThe customer does still have a significant amount of warranty left on her vehicle and we would not be able to offer an extended warranty due to repairIf Mrs [redacted] has future warrantable repairs she is more than welcome to fake the vehicle to any of our certified Volkswagen dealers for repairs.Sincerely, Adrian G [redacted] Customer Resolution and Retention Senior SpecialistDas Auto

The TDI buyback settlement is a headache and getting a consistent answer is obviously asking too muchThe initial process of having VW review my documents took much longer than the stated/required time and I anticipated a delay due to the volumeI received my final offer letter 12/28/and before I could send the documents back my car was totaled on 12/30/I have since called the 1-844-98-CLAIM number listed on the VW claim site at least timesI have gotten a different answer every time on how to switch the claim to restitution onlyI was advised that I do qualify for restitution and I hope that is trueI've been advised to fill out the page paper claim and send it inI was then told that my login would be restarted and I would then file for restitution onlyTo restart the website would take daysIt's been a week and nothing has changed on the websiteI've asked for a supervisor to call me which would take 24-business hours and I'm beyond that and no callI called back today and was advised a new option to start a new claim on the website with a different email addressI again asked for a supervisor to call, however I have NO faith that it will ever happenI'm not about to fill out a page paper claim form or create a new email address just to start the claim process all over again onlineVW has all my ownership information and it has been verifiedI can understand submitting proof that the car was in an accident and rendered a total lossI have no problem submitting additional required documentation, but to start all over after months of waiting is ridiculous to ask their customers I'm stuck with multiple answers an no person to tell me what if any of those bad options are correct I can't find an answer online, I can't get a call back, so I'm stuck waiting for VW to help VW should have anticipated the volume, anticipated the different scenarios and they have failed I do feel very sorry for the people who are answering all the calls I do apologize when I call and tell them my frustrations, because they are being put on the front lines without the back end of VW following up as they have promised

[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 sent me at least one letter for a recall even though I never registered with Volkswagen But for the Good will package they state I would have had to dig through my owners manual to find a post card to send in before I would have been "registered" to receive a letter This means that most any person that bought a car used never received a letter because most everyone would not think to find a postcard in their manual to send in Also anyone who bought a car new and moved did not receive the "goodwill" letter as they would have had to have manually contacted VW to inform them of an address changeThe term "registered" means registered with the DMV in my mind and is the most practical way to understand it Volkswagen has furthered their deception that stems from the computer cheating to now making the media think they are doing the right thing by sending all registered owners letters but in fact they only sent letters to a small percentage of owners, and even those owners may have moved and never received a thing from VW regarding the goodwill package.I have previously owned volkswagens and have always trusted this company The trust is now broken I never expected they would do this to me after all of the business I have done with Volkswagen over the years It is truly sad Regards, [redacted]

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 Revdex.com on my behalfYour 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 unsafeMy vehicle exceeds the regulations by times the legal amountThis also has a significant impact on the value of the vehicleThe global stigma attached to my vehicle makes it far less valuableBesides, 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]

Case: [redacted] / [redacted] VIN: [redacted] April 25, 2017DateDear [redacted] :This will acknowledge receipt and response to your Revdex.com correspondence dated 4/19/2017, 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.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 H

Dear [redacted] ***: This is in response to the Revdex.com complaint relating to the TDI Class Action Settlement ProgramFor information relating to the TDI Settlement Program, please visit the website VWCourtSettlement.com as it has the most up-to-date informationTo speak with someone concerning the TDI Settlement Program, please contact the Customer Support Team at 844-98-CLAIM (844-982-5246) Sincerely, Laura SCustomer Resolution & Retention Specialist