R4074
Well-known member
So I get on the portal last November to set up the claim, at the time there were a few months left on my loan and I provided the bank information. VW verifies pay-off amount (roughly $1,200.00 or so) and then sends offer letter which I sign and return. Appointment is finally set for this morning. Back up three weeks ago and my final loan payment is made, bank clears the lien and I receive a clear title about a week ago.
Once I receive the title I call the support line thinking I can update mileage and also let them know there is no longer a lienholder in case that matters. Woman on line states that it isn't necessary to update mileage that it will be done at turn in by their "buyback specialist". I also inform her that there is no longer a loan and/or lien on vehicle and she says "yes, I see that the lien has been released" which I thought was odd as the loan was through my bank and not VW Credit. She said everything was set. Now I since my State uses an electronic title system where the banks just place lien on file and the BMV actually holds the title I thought maybe VW had access that way but since she said everything is good I had no reason to doubt her.
Show up at appointment this morning and the closing statement shows the payoff from back in November, I told the "specialist" that there is no longer a loan and he then says the closing can't take place and my claim will need to be reset and I need to start all over again, and they will send out another settlement offer and then I get to wait another few months for an appointment. I call customer support and am told that they are set up to send the bank the initial payoff amount (from November) and that if less money is owed the bank returns it to VW and then VW sends it back to customer. I said fine, send them the money and then they can send it back. Nope, now that I have a title they cannot do that, I will have to start all over. Ask for a supervisor, explain the entire issue again, he puts me on hold and comes back an says 'nothing else can be done, we cannot take the car today and you have to start over.'
I could understand if I said I have a clear title at the time the offer is made and then subsequently get a loan and lien on title but how hard is this to deal with now that the loan is paid? Nothing has changed, title is still in my name, just instead of sending out two checks (one to me and one to the bank) they only have to send one and they have title in hand from day one.
They either didn't really think through the logistics of this or they are making it intentionally difficult for their customers to get paid. I have been giving VW the benefit of the doubt through this entire process. I have owned 4 VW's, 6 Audi and 2 Porsche vehicles and have liked the majority of the cars, but based on how this entire process has been handled and the absolute incompetence of the support staff (each and every person that I have talked to, bar none) I think I am done with VAG products for now.
Once I receive the title I call the support line thinking I can update mileage and also let them know there is no longer a lienholder in case that matters. Woman on line states that it isn't necessary to update mileage that it will be done at turn in by their "buyback specialist". I also inform her that there is no longer a loan and/or lien on vehicle and she says "yes, I see that the lien has been released" which I thought was odd as the loan was through my bank and not VW Credit. She said everything was set. Now I since my State uses an electronic title system where the banks just place lien on file and the BMV actually holds the title I thought maybe VW had access that way but since she said everything is good I had no reason to doubt her.
Show up at appointment this morning and the closing statement shows the payoff from back in November, I told the "specialist" that there is no longer a loan and he then says the closing can't take place and my claim will need to be reset and I need to start all over again, and they will send out another settlement offer and then I get to wait another few months for an appointment. I call customer support and am told that they are set up to send the bank the initial payoff amount (from November) and that if less money is owed the bank returns it to VW and then VW sends it back to customer. I said fine, send them the money and then they can send it back. Nope, now that I have a title they cannot do that, I will have to start all over. Ask for a supervisor, explain the entire issue again, he puts me on hold and comes back an says 'nothing else can be done, we cannot take the car today and you have to start over.'
I could understand if I said I have a clear title at the time the offer is made and then subsequently get a loan and lien on title but how hard is this to deal with now that the loan is paid? Nothing has changed, title is still in my name, just instead of sending out two checks (one to me and one to the bank) they only have to send one and they have title in hand from day one.
They either didn't really think through the logistics of this or they are making it intentionally difficult for their customers to get paid. I have been giving VW the benefit of the doubt through this entire process. I have owned 4 VW's, 6 Audi and 2 Porsche vehicles and have liked the majority of the cars, but based on how this entire process has been handled and the absolute incompetence of the support staff (each and every person that I have talked to, bar none) I think I am done with VAG products for now.