Pignataro VW Claims Specialist dropped the ball

[LaurenceS]

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

Well, that certainly makes ME feel "warm & fuzzy". When I do finally get my offer, I will be turning mine in there as well. I bought the stupid thing at Campbell-Nelson, but I will never, ever, EVER set foot in THERE again. At least the people at Pignataro are professional. Far more than at CN.

 

[Cayman]

Well, just got a call from the VW Western Area manager for TDI Claims, Darcy Miller. It seems that our friend Monty didn't know what he was doing, and rather than reach out for help he was "winging it". Monty got fired today.

Darcy committed to calling me again in the morning and hopes to have good news for me then. Incidentally, one of the options may be a physical check rather than EFT, takes the "systems" issues out of play.

 

[ericy]

It seems that our friend Monty didn't know what he was doing, and rather than reach out for help he was "winging it". Monty got fired today.

Given what has gone on, I can't say I am surprised. Hopefully tomorrow it will all be settled for you.

 

[BlueGruff]

When I first read this post, that other TDI owners were similarly affected, I knew there was a common element - the incompetent buyback specialist. I knew the problem was not systemic. I hope the VW area manager expedites the resolution.


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[scooperhsd]

One wonders how much attention was Monty paying to training.

In any event, I hope it gets settled quickly for you (and better - any more SNAFU-free).

 

[ChimneyJim]

And all you people were in such a hurry to get out of your cars "RIGHT AWAY" ? How's that looking now ? I would have waited some time for VW to get the process sorted out first, but lots of you just couldn't wait a bit .

You must be a hit at parties.

 

[heehaw]

I fill your pain. The App crashed today as Specialist completed mine. So, it's a mess!

 

[k1xv]

Good luck, Cayman. I am pulling for a simple resolution for you.

Just think. In a year, you will have a good story to tell.

 

[Windex]

Monty got fired today.

Well, that's resolution to one part of the saga...


Personally I would have demanded my car back or gone to the media by now. You have the patience of a saint.

 

[Cayman]

I'm not sure patience is my strong suit, however this is a business transaction and things can go sideways. It's been said before but a buy back of this magnitude is unprecedented and I am one of the first to go through the process, as such things didn't go smoothly. You "catch more flies with honey than vinegar" comes to mind, or the old adage you can cry or laugh, pick one.

In the grand scheme of things if the process ends up extended a week or so, it's not the end of the world (so long as the money ends up in my bank account).

I'm fortunate in that I do not need to buy another car immediately, I can drive my 2007 Cayman and my wife has her 2006 Prius. I've been out of work for some time now and the money will be a reassuring cushion in the event my job search takes even more time than I thought.

 

[EEVLWYS]

Dam Cayman I send you my prayers my friend, and I thank you for sharing your horrible experience with us.

I hope you get your money in your hands soon.

Things can only get better then this for the rest of us.

 

[Jimmy Coconuts]

I'm not sure patience is my strong suit, however this is a business transaction and things can go sideways. It's been said before but a buy back of this magnitude is unprecedented and I am one of the first to go through the process, as such things didn't go smoothly. You "catch more flies with honey than vinegar" comes to mind, or the old adage you can cry or laugh, pick one.

Words of wisdom. Hopefully this will be resolved soon to your satisfaction. This was painful reading.

 

[Tenebrae]

Wow, yeah. I hate to wish ill on somebody, but it sounded clear to me that Monty was not competent and likely got what he deserved. That's a pretty big transaction to screw up on. Hoping this will finally be resolved for you soon.
Oh yeah, you can cry or laugh, pick one?

-T.

 

[Cayman]

Received my email with the receipt, dated today. I imagine the Chase email will follow before too long...

 

[sfpegasus]

Progress!

 

[geekbox32]

I also received my receipt earlier today

 

[ericy]

I also received my receipt earlier today

Did they give you any explanation as to what it was that was wrong?

 

[Cayman]

Nope, didn't hear from anyone at all. Got the email an hour ago:

Volkswagen / Audi 2.0-Liter Settlement Claims Program Transaction Receipt

Transaction Date: 12/08/2016
Transaction Type: Buyback



Vehicle: 2013 Jetta Sedan 4D TDI I4
VIN: 3VWLL7AJ3DM412255

SELECTED OPTION - BUYBACK. Under the buyback option, Volkswagen of America, Inc. repurchased your vehicle for a total of as broken down below:
$ 19,100.00 Vehicle Return Amount
$ 6,806.73 Additional Restitution Payment
$ 0.00 Total Amount Before Loan PayOff
$ 0.00 Total Outstanding Loan Amount on
$ 0.00 Amount VW Will Pay Your Lender
--------------------------------------------------------
$ 25,906.73 Amount VW Paid You

MILEAGE. The vehicle mileage at the time of vehicle return was: 22638 miles.
PAYMENT METHOD. You selected to receive your buyback payment via:

[X] Electronic Fund Transfer

[ ] Check


Went to the VW site and now see this:

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.

 

[k1xv]

Hooray!!!

 

[jtdid]

Good news indeed, thanks for the follow-up posts!

 

[geekbox32]

Just got a call from VW apologizing for the screw up and they will be sending a 100 gift card our way... We should have our payments by monday

 

[Tenebrae]

Oh, wow. That's actually good to hear. A bonus for your trouble and help compensate from multiple trips to the dealership, calls, stress, etc. Better than a kick in the shins.

-T.

 

[tjdeerslayer37]

Just got a call from VW apologizing for the screw up and they will be sending a 100 gift card our way... We should have our payments by monday

Excellent! ?

 

[Cayman]

Yup, gift card for a nice dinner for the wifey and I...

 

[whitedog]

Well done, folks. I have been following this thread and both geekbox and Cayman handled this well. Obviously a problem was in the works, but patience was executed and the root of the problem finally came to light - Monty. Now you guys have a nice, paid date night.

 

[BlueGruff]

?? VW did the right thing.


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[whitedog]

?? VW did the right thing.


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I agree. They f-ed up, but now that the courts are watching, they seem to be -mostly- trying to do the right thing.

 

[k1xv]

Balls get dropped. That is why there is an "Error" statistic on a baseball scoreboard.

Glad they acknowledged their error, your inconvenience, and gave you a goodwill gesture, even though you are already out the door. Maybe they are not so stupid after all.

 

[Jeta Life]

Wow ! Cayman ! Messed up what happened to you. Glad to hear things got resolved. Makes me want to change my EFT funds transfer option to getting a physical check handed at time of buyback turn-in. May discuss with VW rep on day of buyback, thanks for sharing story !

Good luck in the future ! Just read and just heard about it ! Wow !

 

[geekbox32]

I just got the Chase Payment email. It looks like everything is out of VW hands and this saga will be over shortly. Hope you guys enjoyed the story and have less trouble than what Cayman and myself experienced.