Pignataro VW Claims Specialist dropped the ball

[Cayman]

Heads up to anyone considering turning their car in at Pignataro in Everett, WA.
I had an appointment for December 1st @ 2pm, the TDI ambassador went through the routine and I left. It's now December 5th and I have not received a) an email confirming my car was turned in and b) an email regarding EFT transfer.
I called the claims line on December 2nd and they had no idea what to do, so they "escalated it to the technical team" and I would "hear back in two to three business days". I then called the dealer and asked to speak to the TDI Ambassador, which the helpful folks at the dealer managed to track down. He insists he did everything right but would make inquiries on my behalf and call me back. Crickets. Follow up today has led to nothing whatsoever.
I heard from another TDIClub member that he turned his car in right after mine, and has the same issues. We do not have our car, we do not have a receipt showing the car was turned in to VWOA, and we do not have a check or EFT transfer. I'm out $25,902 at this time

I really want to make this perfectly clear though: Pignataro VW has nothing whatsoever to do with this SNAFU. It's the VW Claims specialist Monty and/or VWOA

 

[Eggieztdi]

Wow! I've got nothing to say to help your situation, but I am sorry to hear that Cayman.

 

[n1acguy]

Thanks for the heads up. When I finally get to turn mine in (not that dealership) I'll make sure to get some sort of proof of the transaction on the spot.
Did you attempt to get a receipt? I'm surprised they didn't offer it in the first place, but I wouldn't recommend anyone walk out without some sort of proof.

 

[geekbox32]

I was the other member at the that turned in at Pignataro VW that contacted Cayman. I went to the dealership today(its on my way home from work) to try to get contact info of the TDI ambassador to try to escalate the issue.

All I got was the deer in the headlights look saying they don't have any of his contact info and my best bet is to come back tomorrow when he is in.

I did see about 6 other TDIs sitting in the lot including mine during my visit with do not sell printouts sitting on the dash

 

[Cayman]

I just got back from the dealer, Monty will be at the dealership tomorrow. According to the sales folks at the dealer, there have been four cars processed and they're all still there sitting on the lot. So, the deal is call Monty tomorrow and see if he can figure this out, evidently he has no more buy back appointments until December 8th so has time to devote to this mystery. Calling the claims number is an absolute waste of time.

As for leaving without a receipt, the process was pretty clear that you would receive an emailed receipt within 24 hours of your appointment so I wasn't too concerned at the time. Also, I took pics of Monty taking pics of my Jetta. And the car is there, you can't miss it (duct tape down the middle of the windshield cuz I cracked it removing my aftermarket self dimming mirror). Early adopters paving the way..

 

[PacCoastFwy923]

Early adopters paving the way..

Dang, talk about setting the bar! I'll install a dash cam to record me taking pictures of California Monte, and then call the news crew to record all that. But seriously, I hope that gets settled for you tomorrow. I wonder if the same problem is happening with the other two?

 

[aja8888]

Cayman, this is totally unacceptable (as you know). If I was in your shoes, I would be calling the local news stations and see if they are willing to do a live interview with you in front of the dealership.

Also, why not try going postal on social media, like the VW Buyback website? just a thought.

I wish you the best on this.

 

[Airpizz6]

Why are people still going the EFT route? Doesn't have a great track record. Time to move back the clock, and dust off an old fashioned mechanism called a check. Pocket it before handing over the keys.

 

[Cayman]

Cayman, this is totally unacceptable (as you know). If I was in your shoes, I would be calling the local news stations and see if they are willing to do a live interview with you in front of the dealership.
Also, why not try going postal on social media, like the VW Buyback website? just a thought.
I wish you the best on this.

That's next, I do want to give Monty the opportunity to make this right. Mind you, make it right means "make it right, right %&*%ing now". I want this behind me..

 

[k1xv]

If you go to the vwgoa.com site and log in, what does it say your status is? Does it say you claim is now complete, or something else?

 

[IXLR8]

Why are people still going the EFT route? Doesn't have a great track record. Time to move back the clock, and dust off an old fashioned mechanism called a check. Pocket it before handing over the keys.

I called the claims number trying to get my EFT selection changed to 'check in hand'. I was told they can't help me that I need to talk to somebody in accounting and they will call me back within 3 business days, eight days later, nothing but crickets. I will try again tomorrow, but buyback is scheduled for next week, doubt there is time left to make the change.

 

[geekbox32]

If you go to the vwgoa.com site and log in, what does it say your status is? Does it say you claim is now complete, or something else?

Mine still shows the schedule appointment confirmation screen for December 1st at 3pm.

 

[atomicfront]

I am surprised so many people are going the etf route. I would never leave my car without getting payment. It is probably a felony to give you a bad check in that amount. Someone saying they will send you an email receipt and etf and there is no reprecusions when it never arrives.

 

[k1xv]

You think that there would be no repercussions from the Federal Court for theft by false pretenses?

 

[ericy]

That's next, I do want to give Monty the opportunity to make this right. Mind you, make it right means "make it right, right %&*%ing now". I want this behind me..

Have you tried getting class counsel involved? There were foulups in some of the very first buybacks, and they jumped right in to help troubleshoot.

 

[k1xv]

Mine still shows the schedule appointment confirmation screen for December 1st at 3pm.

After you have turned in your car and gone through the process with the specialist, the vwgoa.com site should give your status as

Thank you for participating in the Settlement Program. Our records show that this claim is now complete.​

Questions or concerns can be directed to the Settlement Support Team at 1-844-98-CLAIM

If it still shows your past appointment date where you turned in the car, then the specialist did something wrong and failed to let VW of A know you actually turned in the car.

 

[PacCoastFwy923]

...the specialist did something wrong and failed to let VW of A know you actually turned in the car.

Uh oh, better track down Monty before he rents a trailer and hauls his TDI booty across the state line. I hear California Monte is handing out checks!

 

[nattyboh2027]

I really don't get it.....

Why isn't there any clear cut transparency and accountability to get things done right with the claims process from start to finish?

What is the purpose of hiring these VW Buyback Ambassadors and they can't even get things resolved WITHOUT saying call the claims hotline?

If there is a discrepancy at my appointment and the Buyback Ambassador defers me to the claims hotline......Well hot damn.....It's going to take a gang of folks to remove me from the appointment because I'm not leaving if a discrepancy isn't resolved.....Like I mean if closing time at the dealership comes and its not resolved, then they better get the security to remove me then. I'm not backing down when VW owes me $ xx,xxx!

 

[newbeetleman]

Well, I am going to record me doing this on video. So that I have physical evidence of me turning in my car.

 

[newbeetleman]

Both of my cars on now booked for return.

 

[PacCoastFwy923]

I really don't get it.....

Why isn't there any clear cut transparency and accountability to get things done right with the claims process from start to finish?

What is the purpose of hiring these VW Buyback Ambassadors and they can't even get things resolved WITHOUT saying call the claims hotline?

If there is a discrepancy at my appointment and the Buyback Ambassador defers me to the claims hotline......Well hot damn.....It's going to take a gang of folks to remove me from the appointment because I'm not leaving if a discrepancy isn't resolved.....Like I mean if closing time at the dealership comes and its not resolved, then they better get the security to remove me then. I'm not backing down when VW owes me $ xx,xxx!

To be fair, it sounds like Monty screwed the pooch but most of these other buyback ambassadors are doing their jobs per the forum posts, with a few exceptions. But the other ambassadors that messed up picked up the bat phone and spoke to their commissioner, who got them straightened out.

I agree though, if it wasn't for this forum I'd have no idea what to expect for most of the stages of this process. It seems like VW could do themselves a favor by plainly outlining all the little details of the process, and letting people know where they stand. It would certainly reduce the overall stress level of the owners and probably take some strain off of their telephone system.

 

[nattyboh2027]

Well, I am going to record me doing this on video. So that I have physical evidence of me turning in my car.

One of the smartest things we can do during the buyback appointment!

I hope my chest mount GoPro action cam will intimidate the VW Buyback Ambassador to the point they will actually do their job correctly!

I hope they know, the hot second there is a discrepancy and they want to defer me to the claims hotline....then they'll just get posted on social media by video recording...representing VW and look VW can't do their job

 

[ericy]

To be fair, it sounds like Monty screwed the pooch but most of these other buyback ambassadors are doing their jobs per the forum posts, with a few exceptions. But the other ambassadors that messed up picked up the bat phone and spoke to their commissioner, who got them straightened out.

It sounds like there is some step that Monty missed, and he doesn't know what it is. That's why I suggested getting the class counsel involved - they seem to have the ability to directly communicate with the people that designed the systems, and they could help troubleshooting to figure out what it is. Using the normal claims line to resolve this is likely to be about as helpful as using a magic 8-ball.

 

[Cayman]

Mine still shows the schedule appointment confirmation screen for December 1st at 3pm.

Same here, 2pm appointment. As I said, it's early and he processed four cars, clearly he's made some mistakes. I've made plenty of mistakes myself, it's all about him fixing the problem and not repeating.

 

[Cayman]

It sounds like there is some step that Monty missed, and he doesn't know what it is. That's why I suggested getting the class counsel involved - they seem to have the ability to directly communicate with the people that designed the systems, and they could help troubleshooting to figure out what it is. Using the normal claims line to resolve this is likely to be about as helpful as using a magic 8-ball.

I can't imagine counsel troubleshooting and fixing the problem a whole lot faster (if at all), after all they've already carved their chunk of the settlement out so there's really no motivation for CAS to do anything. The real problem with all this is there really is no avenue to escalate; should make those who are complaining about waiting to pick a date think they're probably better off letting the kinks work themselves out.

 

[PacCoastFwy923]

I hope my chest mount GoPro action cam will intimidate the VW Buyback Ambassador to the point they will actually do their job correctly!

...or make him so nervous he deletes your claim. Hey, ya never know!

...The real problem with all this is there really is no avenue to escalate; should make those who are complaining about waiting to pick a date think they're probably better off letting the kinks work themselves out.

It's making me feel better. But I thought for sure with yours, at this point, it'd be kink free!?!

 

[Tenebrae]

It's situations like this why I was finally prompted to email class counsel last night to find out what my recourse is and to make suggestions for improving the process. Doubt I'll get a response, but you never know...

Part of what I sent last night:

1) What is my recourse if the offer letter amount does not match calculations?
2) What is my recourse if the amount given at turn-in does not match the offer letter?
3) What steps can I take to protect myself at turn-in from problems with payment and receiving a receipt / proof?

It would be helpful if the online portal was updated to indicate only that the car was turned in, NOT that the case was closed and payment received (when it actually takes up to 3 business days).

-T.

 

[ericy]

I can't imagine counsel troubleshooting and fixing the problem a whole lot faster (if at all), after all they've already carved their chunk of the settlement out so there's really no motivation for CAS to do anything. The real problem with all this is there really is no avenue to escalate; should make those who are complaining about waiting to pick a date think they're probably better off letting the kinks work themselves out.

You don't know unless you try. The reason I suggested it is that they helped debug a problem with EFT payments here:

http://forums.tdiclub.com/showthread.php?p=5187359#post5187359

 

[geekbox32]

You don't know unless you try. The reason I suggested it is that they helped debug a problem with EFT payments here:

http://forums.tdiclub.com/showthread.php?p=5187359#post5187359

I have gotten in touch with one of the class action lawyers and will be talking with them today. I will definitely have them to take action if Monty doesn't show any positive progress today.

 

[Cayman]

Monty has no idea what the problem is, he's escalated the issue and is looking to resolve asap. I asked for an update before noon, if there's no resolution I intend on getting the lawyers involved. Local news would likely be interested in this, but I'm holding off for now (mostly because I don't want any negative press for the dealership, they've endured enough).