Buyback Horror Story - Maryland (Audi of Annapolis and Fitzgerald VW)

DanB36

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Jul 13, 2003
Location
Savannah, GA
TDI
2014 Q5 Prestige TDI, Monsoon Gray
Did he lie about it? Is "a technical error" a lie when the error was that he entered the mileage into the wrong claim? Sure, he could have been more forthcoming, but did it matter?

Yes, this sucks. Yes, the settlement rep screwed up. Yes, VW screwed up in designing a system with no "undo" feature (which is a problem throughout the system--witness all the threads here about people needing to call in to have their claims reset because of some issue they should have been able to easily fix themselves). And yes, @mhoffman47 made a poor decision to proceed after knowing all this, and being warned that payment would be delayed.
 

LogicBomb

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Aug 15, 2014
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SoCal
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2014 Passat
****ty for sure, but I think it's a stretch to hammer the guy over the head about it.

At least he called you to let you know that something was amiss. The way VW has handled this whole thing, I wouldn't have been surprised to see the rep just bail, and not be there for your appointment when you showed up.
 

atomicfront

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Joined
Oct 12, 2016
Location
baltimore
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2013 VW Jetta wagon tdi
When a high amount of money is at stake, I don't blame him for going with the instinct of the quick route to get it resolved but this ended up with VW creating the cluster f*ck as it always has been doing from day 1.

You do realize delays will cause a domino effect with money and livelihood routine.......No car........spit out more money for rental car/or ask for rides from friends-family.............how is this guy supposed to get to work?? Well he did say he has a family but still. The point is, a high amount of buyback money is at stake and is meant most of the time to go towards a replacement vehicle........which also means there are a ton of folks that have plans set in stone for timelines of getting the the buyback turn-in, waiting for the EFT drop and getting the replacement vehicle. All of use should be looking at VW and saying DON'T F*CK WITH MY MONEY
I see this more an issue how VW corporate is handling this. Everyone makes mistakes. The problem is once a mistake is made there is no way to correct it. The Buy Back specialist can't correct it. The customer service reps can't correct it.

I mean if VW had any clue as to what they were doing they would allow the Buyback specialist to re-set it. Or he could call support and they could re-set it.
 

bring

Veteran Member
Joined
Jun 21, 2015
Location
Boston
TDI
'15 Jetta SEL, DSG
I've had a similar experience.

I brought my car in on Monday (12/19) for the buyback. The woman processing my claim received an error on her tablet after she entered my mileage. She called VW technical support who asked her what the mileage was. They said they would fix it and I would receive my email receipt by Tuesday morning (12/20). Tuesday morning, I had no receipt so I texted the woman at the dealership who took my car. She said VW tech support subsequently asked her to send a photo of my mileage on the dash, which she did. Again, stating this would allow them to process the claim so I could get my email receipt.

Three frustrating days later, still no receipt. I call VW each morning (3 times so far) and get the same response, "I escalated it to my supervisor" with no answers as to why the delay - no one can tell me what the actual problem is.
 
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PacCoastFwy923

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Oakland
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2015 Passat SE TDI 6-speed manual; 2006 mkV Jetta TDI / 5-speed / Pkg 2
Contact the settlement lawyers, also. Contact info is in recent threads.
 

mhoffman47

Member
Joined
Nov 10, 2016
Location
Annapolis
TDI
Audi A3
I was scheduled to turn in my 2012 Audi A3 at Audi of Annapolis (Maryland) on Monday, December 19th. 45 minutes before my appointment I received a call from the Settlement Specialist saying that there was a technical error and my appointment had to be rescheduled, needless to say I was not accepting that. After a few minutes of arguing, the specialist finally admitted to me that he accidentally entered the mileage from another customer into my claim, effectively closing my claim at a higher mileage and reduced payment. Needless to say (again!), I lost it with him for lying to me and demanded that my car be turned in today during our appointment. 20 mins before the appointment he called to say that they would accept the car today, but there might be a slight delay in processing the payment. I stupidly agreed and showed up to turn my car in. After going through the standard paper work, I asked for a written receipt for the car since I had received an incorrect email copy based on someone else's mileage. He wrote up an incompetent document and originally wouldnt even include his name or sign it, I had to push for that. I finally received a somewhat official letter and left the car, process took 90 minutes.

Moving ahead, it has been 48 hours and they havent fixed my claim to re-adjust my mileage, stating it needs special approval. I have involved the PSC and am basically calling the settlement specialists every hour now with no real success. The attorney has been helpful, although with no success yet. They are really the only ones who can help, the VW line wouldnt even entertain my phone call saying I needed to talk to the bank or the dealer.
I've had a similar experience.

I brought my car in on Monday (12/19) for the buyback. The woman processing my claim received an error on her tablet after she entered my mileage. She called VW technical support who asked her what the mileage was. They said they would fix it and I would receive my email receipt by Tuesday morning (12/20). Tuesday morning, I had no receipt so I texted the woman at the dealership who took my car. She said VW tech support subsequently asked her to send a photo of my mileage on the dash, which she did. Again, stating this would allow them to process the claim so I could get my email receipt.

Three frustrating days later, still no receipt. I call VW each morning (3 times so far) and get the same response, "I escalated it to my supervisor" with no answers as to why the delay - no one can tell me what the actual problem is.
Have you reached out to the PSC? I think it would help both of us (and any others) if they know of your incident as well. info@vwclasscounsel.com
 

nattyboh2027

Veteran Member
Joined
Sep 30, 2015
Location
Mid-Atlantic
TDI
Jetta
I've had a similar experience.

I brought my car in on Monday (12/19) for the buyback. The woman processing my claim received an error on her tablet after she entered my mileage. She called VW technical support who asked her what the mileage was. They said they would fix it and I would receive my email receipt by Tuesday morning (12/20). Tuesday morning, I had no receipt so I texted the woman at the dealership who took my car. She said VW tech support subsequently asked her to send a photo of my mileage on the dash, which she did. Again, stating this would allow them to process the claim so I could get my email receipt.

Three frustrating days later, still no receipt. I call VW each morning (3 times so far) and get the same response, "I escalated it to my supervisor" with no answers as to why the delay - no one can tell me what the actual problem is.
That is ridiculous! I hope they resolve your issue soon!
I know things can happen but I just don't understand why VW likes to create such a cluster f*ck when all they do is pass us around through the phone. There is absolutely no accountability of what is being tracked of them just saying "I'll have this escalated to my supervisor" or "You'll hear a follow up within 3 business days"......

If that is the norm, they need to stop! A paper trail of things is an absolute MUST to track what is going on...(hand receipt, emails, etc)

I'm not going to leave my buyback appointment empty handed! I WILL MAKE THEM SIGN A HAND RECEIPT!
 

BVCOTaco

Member
Joined
Dec 20, 2016
Location
Colorado
TDI
2014 Jetta SW TDI
What about making them sign a bill of sale and note that they still owe the amount of the buyback? I am scheduled for 1/21/17 and chose EFT. So I will ensure I receive a bill of sale stating they are taking ownership and that money is still owed to the seller (me).
VW has created a huge clusterf*@k of this entire process. I have 3 calls into class counsel since Monday with no response back yet, so I just signed the offer and noted that it was signed under duress.
 

PacCoastFwy923

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Oakland
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2015 Passat SE TDI 6-speed manual; 2006 mkV Jetta TDI / 5-speed / Pkg 2
I don't think there's anything wrong with getting a paper receipt of some sort, in fact it's advisable, and many here have reported getting a paper receipt generated from the specialist's tablet.

But if there's a snafu -- some delay in payment -- the paper receipt isn't going to solve any of what's happening here.

We all recognize VW is paying, and the amounts have matched what's in the settlement tables. In that respect, it's a legit operation. But in the event there's a hiccup like this in the process, the piece of paper isn't of much use, assuming the money jammed up with a FedEx delay or "technical difficulty."

But yeah, by all means get a receipt.
 

stakeman

Active member
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Aug 8, 2015
Location
Spring,Tx
TDI
13 Passat TDI
I think the system is to blame! Entering a milage in error should be an easy fix, instead VW created a system so convoluted that it takes days or weeks to fix. Bottom line, the system is full of traps that result in lengthy delays and is unacceptable. VW should not be getting a free pass by anyone on this forum. This is a corporation that has had ample time to set up a system to streamline the return process. Instead we have issues like this, that is somehow acceptable to some forum members.
 

dmarsingill

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Dacula, GA
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2011 Sportwagen Turned in , 2000 Z3 Coupe, 2003 Ford Expedition
I know you guys keep saying VW is screwing up the turn-ins.......but isn't it a 3rd party handling all this stuff?

Donald
 

CHenry

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Location
Maryland
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2010 Golf TDI DSG 4-door (sold)
What about making them sign a bill of sale and note that they still owe the amount of the buyback? I am scheduled for 1/21/17 and chose EFT. So I will ensure I receive a bill of sale stating they are taking ownership and that money is still owed to the seller (me).
VW has created a huge clusterf*@k of this entire process. I have 3 calls into class counsel since Monday with no response back yet, so I just signed the offer and noted that it was signed under duress.
Nothing, and it is worth trying. But others' stories suggest the buyback settlement specialists are calling up their chains of command on issues of the return transactions which at least suggests they may not have authority to issue or bind VW to terms of a promissory note. They are contractors, are they not, not officers of the company or employees designated to act on behalf of the company's officers.
 

akafirestorm

Well-known member
Joined
Nov 19, 2010
Location
Texas/ Now Chicago
TDI
JSW 2011
So they call you and asked you to wait to process your vehicle till they fixed a mistake the outside contractor made. You refuse and you demanded they accept your vehicle even when his bosses were telling him the best way to handle it was to wait for the fix. Why would you force them to take your car when they asked you not to until they straightened the mess out? Now your whining cause you don't have a receipt or proper payment or a car? Sounds more like you increased the problem to a bigger mess then you had. I get it your frustrated but trying to jam the car down their throat won't make it better.
 

dmarsingill

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2011 Sportwagen Turned in , 2000 Z3 Coupe, 2003 Ford Expedition
When I worked in the Big Oil company, if I hired a contractor to do a job and they screwed it up, it was my fault for not monitoring the contractor.
Not the same. This is so big, there is nothing to compare it to.

Donald
 

PacCoastFwy923

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2015 Passat SE TDI 6-speed manual; 2006 mkV Jetta TDI / 5-speed / Pkg 2
When the lawyers stand before the judge, they're VW's, not Ankura's. Sure VW is contracting, but (presumably) to their standards. From what we know, VW may have given Ankura the system (software).

The inability to undo errors at the local level, and some of the other system inflexibility, probably has roots in fraud prevention. There's a lot of money at stake here, and the system surely had to be built around some "what if" scenarios to prevent customers and employees at all levels from making a cash grab. This is probably one of the unanticipated side effects.
 

dmarsingill

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2011 Sportwagen Turned in , 2000 Z3 Coupe, 2003 Ford Expedition
It's the concept. VW should be monitoring the subcontractor and making sure they perform, especially when it comes to fixing unanticipated problems.
Maybe they are......for all you know, there are thousands turning their cars in without a hitch every week. The people on here complaining are only a small percentage of the total owners.

Donald
 

bring

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Location
Boston
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'15 Jetta SEL, DSG
Maybe they are......for all you know, there are thousands turning their cars in without a hitch every week. The people on here complaining are only a small percentage of the total owners.

Donald

We come out here to complain because VW isn't giving us any answers. Being helpless is not fun. We hope someone on this forum might have a similar experience and can give advice.

Not sure why you have a problem with that.
 

sandmansans

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Nov 3, 2013
Location
NJ/PA
TDI
2014 Jetta
I am still at a loss as to why the settlement specialist can't print a check on site?
I was thinking abiut this very same question and then the oh so ironic answer hit me: fraud lol.
Creating false checks etc.

Unless if they had some sort of system that while the customer is there and completing the return, the check is created off site. Then printed via a remote secure system. Then as a verification, they have the sales manager at that location, customer and buy back specialist all sign off on a consent form that the check is valid, equals the amount claimed , and that it is in fact the owner of the car taking posession of the check. They do this all in front of a notary, notary signs and stamps.

Idk, just my 2 cents/suggestion. What do you all think of this idea? Any modification to that method?

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sandmansans

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NJ/PA
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2014 Jetta
We come out here to complain because VW isn't giving us any answers. Being helpless is not fun. We hope someone on this forum might have a similar experience and can give advice.

Not sure why you have a problem with that.
I don't think Donald has a problem perse of folks being frustrated. I've seen enough of his posts to realize that he's as much of a pragmatist as anyone else. But to his and others credit I think they're just tired of seeing the same posts over and over again. While I do agree with you and see where you're coming from. That you're frustrated and vw isn't listening, to Donalds and others view point this isn't really the place either. This site has no affiliation with vw. It is purely a vw tdi enthusiasts site, lol or at least it used to be. With the events that transpired known as diesel gate, the threads slowly turned from fellow enthusiasts sharing advice on repairs, mods etc. To countless upon countless complaint threads that should be instead directed to VW.

My suggestion is to call the sh*t oit of the class lawyers. Bug the hell out of your local state Rep. And even consider writing multiple letters to the state Rep in TN who's district covers Ooltewah and Chattanooga, where VWOA is located.

I know that this isn't the answer you want to hear but again the same way I and others have taken the time to view things from your perspective, do so for mine.

Thanks

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740GLE

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Aug 19, 2009
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NH
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2015 Passat SEL, 2017 Alltrack SE; BB 2010 Sedan Man; 2012 Passat,
Moving ahead, it has been 48 hours and they havent fixed my claim to re-adjust my mileage, stating it needs special approval. I have involved the PSC and am basically calling the settlement specialists every hour now with no real success. /QUOTE]


Ahh thats where you're going wrong, you need to call every half hour, that way they will know you mean business!!!
 

bring

Veteran Member
Joined
Jun 21, 2015
Location
Boston
TDI
'15 Jetta SEL, DSG
I don't think Donald has a problem perse of folks being frustrated. I've seen enough of his posts to realize that he's as much of a pragmatist as anyone else. But to his and others credit I think they're just tired of seeing the same posts over and over again. While I do agree with you and see where you're coming from. That you're frustrated and vw isn't listening, to Donalds and others view point this isn't really the place either. This site has no affiliation with vw. It is purely a vw tdi enthusiasts site, lol or at least it used to be. With the events that transpired known as diesel gate, the threads slowly turned from fellow enthusiasts sharing advice on repairs, mods etc. To countless upon countless complaint threads that should be instead directed to VW.

My suggestion is to call the sh*t oit of the class lawyers. Bug the hell out of your local state Rep. And even consider writing multiple letters to the state Rep in TN who's district covers Ooltewah and Chattanooga, where VWOA is located.

I know that this isn't the answer you want to hear but again the same way I and others have taken the time to view things from your perspective, do so for mine.

Thanks

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You got the wrong guy - sorry pal. I'm not out here bashing VW for this whole mess. I have a very specific beef - I turned my car in and have not received the receipt yet. That's it.
 
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