A humble pledge

[MBQ]

I have a gen 2.1 SUV. Had the participation payment appointment completed two months ago. Tried to get it repaired last week but the dealer could not get the permission to do so. The reason? Now there is another claim on the car.

VW is just waiting for the other claimant to cancel their claim. We know a lot of speculation buyers filed a claim on the same car in order to see if the full restitution is there. In some cases, I believe, the "claimant" did not even provide a valid phone number or email address, so it's difficult for VW to get to that person even if it tried to.

So, for the convenience of the real owner to fulfill a claim, please cancel your claims created only for looking up the value of the car. Otherwise it's going to be a looooong process to get the repair done for the real owner. I know I filed some of such claims but I quickly canceled all of them after looking up the value. And I wish you would do the same.

Thanks everybody!

 

[Fourplay]

I have a gen 2.1 SUV. Had the participation payment appointment completed two months ago. Tried to get it repaired last week but the dealer could not get the permission to do so. The reason? Now there is another claim on the car.
VW is just waiting for the other claimant to cancel their claim. We know a lot of speculation buyers filed a claim on the same car in order to see if the full restitution is there. In some cases, I believe, the "claimant" did not even provide a valid phone number or email address, so it's difficult for VW to get to that person even if it tried to.
So, for the convenience of the real owner to fulfill a claim, please cancel your claims created only for looking up the value of the car. Otherwise it's going to be a looooong process to get the repair done for the real owner. I know I filed some of such claims but I quickly canceled all of them after looking up the value. And I wish you would do the same.
Thanks everybody!

Had the same issue with several cars - thankfully the Audi claims specialist was able to call VW's claims line and override. They refused to provide a loaner though, which was a pain in the ass. Porsche is much better about providing loaners (and they are nicer cars too).

EDIT: Got a call from dealer. Cars cannot be repaired until cleared by IT. This is going to be an enormous issue. VW moves at a glacial pace too - it's unsurprising but unfortunate that they didn't see these issues coming and come up with a pre-emptive plan. The leadership for the claims process must a bunch of morons, over and over they fail to anticipate obvious potential issues.

 

[marmur99]

Same here. My case has been stuck on step 15 since early August. I spoke with VW representatives multiple times and each time I heard different things. All those excuses gravitate around "multiple claims" story though.
I find it hard to believe they really have a problem with filtering those fake claims from legitimate ones. In the end, only one claimant provides proof of ownership and only one claimant can show up for the emission modification. What's the problem then?

 

[Fourplay]

Same here. My case has been stuck on step 15 since early August. I spoke with VW representatives multiple times and each time I heard different things. All those excuses gravitate around "multiple claims" story though.
I find it hard to believe they really have a problem with filtering those fake claims from legitimate ones. In the end, only one claimant provides proof of ownership and only one claimant can show up for the emission modification. What's the problem then?

What I had been told (prior to today) was that all claims where a partial fix payment had been issued to another owner would be held in the "green checks" stage (step 15). AFTER the fix was completed, a new offer letter would be generated for the owner who brought the car in for the fix.

However, after my experience at the Audi dealer today, I can pretty much say that they (dealers and VWClaims) have no idea how it will work, despite having many months and millions of dollars to figure it out (not to mention, they've already done this twice).

It's really ridiculous that they can't differentiate between legitimate and fake claims. They told me that they are not allowed to clear illegitimate claims out "per the settlement terms", which is total BS. Very, very frustrating, but again, not surprising, given how incredibly incompetent they have been at every step of the way.

 

[psd1]

I have a gen 2.1 SUV. Had the participation payment appointment completed two months ago. Tried to get it repaired last week but the dealer could not get the permission to do so. The reason? Now there is another claim on the car.
VW is just waiting for the other claimant to cancel their claim. We know a lot of speculation buyers filed a claim on the same car in order to see if the full restitution is there. In some cases, I believe, the "claimant" did not even provide a valid phone number or email address, so it's difficult for VW to get to that person even if it tried to.
So, for the convenience of the real owner to fulfill a claim, please cancel your claims created only for looking up the value of the car. Otherwise it's going to be a looooong process to get the repair done for the real owner. I know I filed some of such claims but I quickly canceled all of them after looking up the value. And I wish you would do the same.
Thanks everybody!

Ugh>

So, when you called to set your appointment up did the dealership set the appointment up and THEN say that they couldn't do it once you arrived? I've got a 14 Treg appt set up tomorrow, dealership is 2 hours away. Not wanting to put in half a day to be told NO!

Is it to late to change the title of your post, maybe something that identifies the problem so more might read it?

Same here. My case has been stuck on step 15 since early August. I spoke with VW representatives multiple times and each time I heard different things. All those excuses gravitate around "multiple claims" story though.
I find it hard to believe they really have a problem with filtering those fake claims from legitimate ones. In the end, only one claimant provides proof of ownership and only one claimant can show up for the emission modification. What's the problem then?

Are we talking about two separate issues here? It sounds like the OP had 1/2 restitution and now can't complete the process, even though he showed up at the dealership with a vehicle ready to be repaired.

 

[marmur99]

Ugh>
Are we talking about two separate issues here? It sounds like the OP had 1/2 restitution and now can't complete the process, even though he showed up at the dealership with a vehicle ready to be repaired.

I think these two issues, even if not the same, may be related. In both cases, 1/2 of the restitution has been claimed (in my case by the previous owner) and in both cases, VW says there are other claims on the vehicle that need to be cleared.
The difference is, in OPs case, he has the original offer letter, which now he's trying to use to get the emission modification and remaining part of the restitution. That is why he was able to schedule the appointment.
In my case, the previous owner holds the original offer letter and VW should generate a new one for me, which they haven't done yet. That is why I am not able to schedule an appointment.

 

[Fourplay]

Ugh>

Are we talking about two separate issues here? It sounds like the OP had 1/2 restitution and now can't complete the process, even though he showed up at the dealership with a vehicle ready to be repaired.

The issues are absolutely related.

If there are multiple claims, even if you have a signed and completed offer letter, they will not perform the final fix on the car.

Similarly, if you submit a legitimate claim and the partial fix payment has already been made, the claim will not advance beyond step 15. VW will not issue an offer letter on these cars until the fix is made, but the fix can't be made because there are "multiple claims". A nice catch 22 going on.

It all has to do with the stupid way that the calims software was first built. If there is another claim (even if illegitimate or outdated due to sale), it messes the entire process up.

On the bright side, got a Panamera 4 loaner while they sort this all out.

 

[MBQ]

After numerous phone calls between my audi dealer, VW claiming line and myself, VW finally cleared other invalid claims late yesterday afternoon. I got my fixed 2014 Q7(73k miles)back this afternoon, with a full tank of diesel and Adblue. The paperwork also says I'll get the other half of the full restitution through EFT.

The car drives great, certainly much better than the new 2018 Q7 gasser loaner. It's in immaculate condition. I hate to let it go but at the right number I will.

 

[Lightflyer1]

How do you go about canceling a claim after looking it up?

 

[MBQ]

Just go to the claim site, https://claims.vwgoa.com/#/login

After signing in, there is a "click to chat" option on the upper panel. Tell the representive which claim/car you would like to cancel.

Thanks!

 

[Mxrado]

I am in the same situation. There seems to be a previous claim but when I call the hotline they cannot give me definitive answer as to another half was paid before I bought it In August. What they are telling me to do is to go ahead and schedule an appointment to get it fix. This is without an offer letter. They told me once I give my claim number they will know it got fixed and I submitted. However they can’t tell me if I’ll get half of full restitution!! This is crazy? How can’t their system not tell them that...

And that was another topic. My dealership canceled my appointment because they supposedly don’t have a tool to take out some pins or something like that. So they had to order it and it would take 2 weeks. They have a sister Porsche dealer next door and they already performed the fix on my Cayenne!! How can they be different? Same specs isn’t it?