First Report of Independent Claims Supervisor

740GLE

Top Post Dawg
Joined
Aug 19, 2009
Location
NH
TDI
2015 Passat SEL, 2017 Alltrack SE; BB 2010 Sedan Man; 2012 Passat,
and this is why i'm in no rush to be the guinea pig. I imagine next spring things will be much smoother.
 

visionlinx

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Joined
Aug 17, 2013
Location
Delaware
TDI
2013 Passat TDI SEL
Parked and driving my old beater pick-up since July 1. Summer was a bit hot since she has no AC. My mileage on the VW has only gone up 2 miles since then. Take your time please...pay me more money.
 

DanB36

Veteran Member
Joined
Jul 13, 2003
Location
Savannah, GA
TDI
2014 Q5 Prestige TDI, Monsoon Gray
One thing I found interesting in this report was that it confirmed my (and others') understanding of how the timelines are supposed to work: ten business days max to review for completeness; once deemed complete (or 1 Nov, whichever is later), ten business days to make an offer. There is no separate ten-day period for the auditor, they don't get to lump the two ten-day periods together and say they have 20 business days from 1 Nov (or submission, whichever is later) to make an offer, etc.
 

bring

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Jun 21, 2015
Location
Boston
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'15 Jetta SEL, DSG
another interesting thing was how it said we could make an appointment with the dealer after receiving the offer - not true
 

visortgw

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Jan 5, 2012
Location
Upstate NY
TDI
None: 2012 JSW with Sunroof (traded pre-scandal); 2014 JSW with Sunroof/Nav (early lease termination 12/17/2016)
One thing I found interesting in this report was that it confirmed my (and others') understanding of how the timelines are supposed to work: ten business days max to review for completeness; once deemed complete (or 1 Nov, whichever is later), ten business days to make an offer. There is no separate ten-day period for the auditor, they don't get to lump the two ten-day periods together and say they have 20 business days from 1 Nov (or submission, whichever is later) to make an offer, etc.
As well as they don't show a long approval window after signed/notarized offer is uploaded. Their scenario shows it as instantaneous -- upload the docs, and use the portal to immediately schedule an appointment...
 

jboulukos

Well-known member
Joined
Sep 24, 2015
Location
Chicago
TDI
2015 Jetta TDI SE
another interesting thing was how it said we could make an appointment with the dealer after receiving the offer - not true
Are you trying to return a 2015 TDI as soon as you can? If so, what are your reasons in doing so? How many miles are on your car? Just curious.
 

tjsadler

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Joined
Aug 15, 2013
Location
California, USA
TDI
2014 Passat TDI SE 6m
I agree, and made the same point myself.
Based on reports to date it seems that actual buyback completion appointments are happening within 3-4 weeks of the offer being accepted. It's the claim approval that's taking way longer. I just realized that their delay will net me almost $500 more for mileage since it's sitting in my driveway so I'm not quite as irritated as I could be but I'd love to get this done asap!
 

atomicfront

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Joined
Oct 12, 2016
Location
baltimore
TDI
2013 VW Jetta wagon tdi
Based on reports to date it seems that actual buyback completion appointments are happening within 3-4 weeks of the offer being accepted. It's the claim approval that's taking way longer. I just realized that their delay will net me almost $500 more for mileage since it's sitting in my driveway so I'm not quite as irritated as I could be but I'd love to get this done asap!
That is only true because they are holding back people from making appointments. Once they open up the floodgates these appointments will fill up pretty quickly.
 

jsplinter

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Joined
Oct 24, 2016
Location
copperas cove
TDI
Jetta
They need to stop hiring call center people as we all know they offer no help anyway and hire more buyback specialists so we can have more than one day and four appointments on each day for our turn-in options.
 

sohccammer427

Veteran Member
Joined
Jan 19, 2007
Location
Eastern North Carolina
TDI
2015 Passat SE TDi 6 Speed Manual
I don't understand why everyone keeps saying it will take many months. Once you have received your offer, VW has 90 days to close the transaction. There will be closure in a reasonable amount of time.
.
Not if you opted for the modification remedy. VW has until 5/1/2018 to respond with a notification that you can schedule your appointment.
 

Cincy_TDI

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Joined
Jul 30, 2013
Location
Cincy
TDI
Passat SE TDI
Are you trying to return a 2015 TDI as soon as you can? If so, what are your reasons in doing so? How many miles are on your car? Just curious.

I am trying to dump off my 2015 Jetta ASAP. don't want it to get totaled then get knocked down a bunch of cash of buyback. they are paying me more than I paid plus I had a nice chunk of change as a down payment. the car is not very good. have had lots of issues. luckily this happened and they are taking it back. Prior to the Jetta I had a Passat TDI that was great but got hit and totaled, the Jetta not so much. I am just shy of 30K on the MLG.
 

bring

Veteran Member
Joined
Jun 21, 2015
Location
Boston
TDI
'15 Jetta SEL, DSG
Are you trying to return a 2015 TDI as soon as you can? If so, what are your reasons in doing so? How many miles are on your car? Just curious.

Because VW is giving me $5k more than I paid for it.

I have a little under 15k miles.
 

jboulukos

Well-known member
Joined
Sep 24, 2015
Location
Chicago
TDI
2015 Jetta TDI SE
Because VW is giving me $5k more than I paid for it.

I have a little under 15k miles.

Ok great. Fair enough. Seems like you drive less frequently than the average person. To my understanding, buyback price doesn't change if driven less than 12500 miles per the next 2 years (until late 2018), or can possibly increase if not driven at all. So that's up to 25,000 free miles with no loss of buyback. Just curious about the rush to get buyback. I can understand displeasure with VW or if the car needed maintenance. Just curious because I have a 2015 TDI and feel I hit the jackpot. I'm not afraid of totaling the car. That would certainly be unfortunate though. Everyone has their reasons for everything. Just curious about my fellow 2015 owners. I bought mine 2 weeks prior to the start of dieselgate. To me, the benefits significantly outweigh the risks.
 
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chief poncho

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Joined
Nov 4, 2016
Location
Arizona
TDI
Jetta
Nothing surprising in the report. VW simply wasn't prepared for the volume, which is honestly, not a valid excuse. For those folks bashing others for complaining about the timelines, I think that's a bit unfair. Some people are making payments, paying for registration and insurance and aren't driving their cars. Others are afraid of the possibility of having an accident or mechanical breakdown that would preclude the vehicle operating under it's own power, and others can't afford to purchase another replacement vehicle until the VW settlement payment is provided. While the buyback offer is generous, I think VW could do a much better job communicating the issues and timelines on the website. The portal has zero information on the real status of your claim, other than you made it through one gateway and on to the next. I'm still waiting for an offer on my 2014 jetta which I registered with the site back in August, submitted my documents on September 26th and finally got the check marks on November 15th. Since the car has a loan through a credit union, I expect another 2 weeks or longer before I get an offer on it. Hopefully it'll be sooner. Regardless, I'm making payments on the car, paying insurance, putting miles on it, and hoping everyday I drive it that it won't breakdown or get in an accident. VW had a network already in place, it's called a dealership network. This could have been as simple as having a person already employed by the dealer trained to process a claim. You make an appointment, you drive down with the appropriate paperwork, they check the VIN, run it through the database, check the title and registration paperwork, have you sign a power of attorney to transfer title, give you the exact buyback amount based on the vehicle options and mileage and then either cut you a check right then and there or have an EFT or check sent to you after a second tier review of your documents (probably less than 3 days). If you don't think this is possible, you've never sold a car back to Carmax. They appraise your car and cut you a cashier's check in less than 30 minutes. Also interesting how you can buy a car in less than 30 minutes too.
 

chilehead19

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Apr 24, 2005
Location
Bolivar, Ohio
TDI
. 2014 Sportwagen TDi for me 2011 2dr golf for my wife
I thought the same thing. I'm sure the dealers are not busy anymore. But the courts wanted it to not be the dealer. Makes no sense to me.

Sent from my XT1254 using Tapatalk
 

bubbagumpshrimp

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Jul 12, 2013
Location
Virginia
TDI
'13 Jetta TDI
I thought the same thing. I'm sure the dealers are not busy anymore. But the courts wanted it to not be the dealer. Makes no sense to me.

Sent from my XT1254 using Tapatalk
The dealerships are independently owned and operated. The emissions scandal and resulting buyback process is not their (legal) problem. There's no legal basis to force the dealerships to shoulder the responsibility of coordinating the buybacks.
 

DanB36

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Joined
Jul 13, 2003
Location
Savannah, GA
TDI
2014 Q5 Prestige TDI, Monsoon Gray
Also, if it's the dealer handling the buybacks, there's a strong chance that they will, or will appear to, try to tie getting the settlement benefits to buying another car (from them, of course). There's also a lot less auditing potential before the customer gets paid.
 

autdi

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Joined
Nov 11, 2004
Location
Alabama
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2000 NB, 2003 NB, 2006 Touareg, 2015 Jetta, 2015 Jetta
Also, if it's the dealer handling the buybacks, there's a strong chance that they will, or will appear to, try to tie getting the settlement benefits to buying another car (from them, of course). There's also a lot less auditing potential before the customer gets paid.
Dealers are also excluded from the settlement benefits, and many are sitting on piles of cars that suddenly get sold, and amazingly, return for a buyback.
 

grawk

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Joined
May 12, 2012
Location
Oak Ridge, TN
TDI
'14 JSW TDI (used)
Ok, so sure, VW is out of compliance. The demand curve on this is insane. It's going to take a couple of months to get things completely smoothed out. On top of the huge demand curve, people have been calling the hotline neurotically, overwhelming the system with pointless interruptions.

Anyone capable of patience who can wait a couple of extra months will be well served to do so. Things will go much more smoothly once things have slowed down slightly.
 

chief poncho

Veteran Member
Joined
Nov 4, 2016
Location
Arizona
TDI
Jetta
The dealerships are independently owned and operated. The emissions scandal and resulting buyback process is not their (legal) problem. There's no legal basis to force the dealerships to shoulder the responsibility of coordinating the buybacks.
No one is saying the dealerships have liability or responsibility. Like it or not the dealership is the face of VW to the consumer, not the corporate offices. I'm all for VW corporate having to pay the dealerships for this service. My point is simply, the infrastructure was already there so why not use it. And honestly, I don't see an issue with the dealership trying to entice a buyback customer to spend there money there. I get the effort to segregate the dealerships, but IMO, its a less efficient way of doing business.

And for those again talking about patience, I went out to start my jetta last night and the battery is dead. I tried charging it, and so far no luck...yeah....just have patience. There's another $100 I may need to spend to "drive" it to the dealership.
 

TDIintheLOU

Veteran Member
Joined
Sep 22, 2015
Location
St. Louis Mo
TDI
Passat SEL
Nothing surprising in the report. VW simply wasn't prepared for the volume, which is honestly, not a valid excuse. For those folks bashing others for complaining about the timelines, I think that's a bit unfair. Some people are making payments, paying for registration and insurance and aren't driving their cars. Others are afraid of the possibility of having an accident or mechanical breakdown that would preclude the vehicle operating under it's own power, and others can't afford to purchase another replacement vehicle until the VW settlement payment is provided. While the buyback offer is generous, I think VW could do a much better job communicating the issues and timelines on the website. The portal has zero information on the real status of your claim, other than you made it through one gateway and on to the next. I'm still waiting for an offer on my 2014 jetta which I registered with the site back in August, submitted my documents on September 26th and finally got the check marks on November 15th. Since the car has a loan through a credit union, I expect another 2 weeks or longer before I get an offer on it. Hopefully it'll be sooner. Regardless, I'm making payments on the car, paying insurance, putting miles on it, and hoping everyday I drive it that it won't breakdown or get in an accident. VW had a network already in place, it's called a dealership network. This could have been as simple as having a person already employed by the dealer trained to process a claim. You make an appointment, you drive down with the appropriate paperwork, they check the VIN, run it through the database, check the title and registration paperwork, have you sign a power of attorney to transfer title, give you the exact buyback amount based on the vehicle options and mileage and then either cut you a check right then and there or have an EFT or check sent to you after a second tier review of your documents (probably less than 3 days). If you don't think this is possible, you've never sold a car back to Carmax. They appraise your car and cut you a cashier's check in less than 30 minutes. Also interesting how you can buy a car in less than 30 minutes too.
I agree 110% I am not sure why the court is allowing them to continue with this circus. All of the extra steps and the "Manpower?" they have hired is just more money out the window. VW just can't seem to get their act together.

I hope they are writing a book about this. How to destroy a multi billion dollar company for Dummies.
 

BPofMD

Veteran Member
Joined
Mar 12, 2013
Location
Maryland
TDI
2012 Passat SE
No one is saying the dealerships have liability or responsibility. Like it or not the dealership is the face of VW to the consumer, not the corporate offices. I'm all for VW corporate having to pay the dealerships for this service. My point is simply, the infrastructure was already there so why not use it. And honestly, I don't see an issue with the dealership trying to entice a buyback customer to spend there money there. I get the effort to segregate the dealerships, but IMO, its a less efficient way of doing business.

And for those again talking about patience, I went out to start my jetta last night and the battery is dead. I tried charging it, and so far no luck...yeah....just have patience. There's another $100 I may need to spend to "drive" it to the dealership.
So jump start it.... no more than $25 to buy a set of cables. Ain't you got any neighbors?
 

k1xv

Veteran Member
Joined
Apr 4, 2009
Location
southern Vermont
TDI
09 TDI sedan, sold back 12/16. Present cars 2013 BMW X5 diesel, 2015 Corvette convertible
Ok, so sure, VW is out of compliance. The demand curve on this is insane. It's going to take a couple of months to get things completely smoothed out. On top of the huge demand curve, people have been calling the hotline neurotically, overwhelming the system with pointless interruptions.

Anyone capable of patience who can wait a couple of extra months will be well served to do so. Things will go much more smoothly once things have slowed down slightly.
What are you, a reasonable person, doing here? Don't you know this forum section is for whiners and complainers?
 

NYC-TDI

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Joined
Sep 20, 2011
Location
NYC
TDI
TDI Free and Loving It
I agree 110% I am not sure why the court is allowing them to continue with this circus. All of the extra steps and the "Manpower?" they have hired is just more money out the window. VW just can't seem to get their act together.
I hope they are writing a book about this. How to destroy a multi billion dollar company for Dummies.
Something I wrote over 3 1/2 years ago while ranting about VW quality, well before Dieselgate was known:


I have never experienced anything even remotely approaching VW's level of incompetence / arrogance. I think VW's reputation is really going to take a beating over the CR TDI's issues and rightly so. It was all self-inflicted.




 

NYC-TDI

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Sep 20, 2011
Location
NYC
TDI
TDI Free and Loving It
The words you highlighted only strengthen my point, that is that VW has been engaged in sleazy, unethical behavior for years. It finally caught up to them.
 
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