Those of you stuck on step #15 since October....

GearHd6

Well-known member
Joined
Dec 25, 2013
Location
Ashford, CT
TDI
2014 Jetta Premium 6 Speed
We're still stuck on 15 as well since 11/1. We did get an email on Monday 12/26 wanting a copy of our latest lease statement mailed/faxed to them. We immediately faxed it and the portal still shows they're waiting for that document.
 
Joined
Nov 2, 2016
Location
San Antonio Texas
TDI
2015 Sportwagen
The class counsel will be very busy next week after VWGOA fails to deliver offer letters before the end of year. The court may have eased up on the 10 (or 20) day review process, but stringing people along for 30 plus days goes against the spirit of buyback agreement.
I used Chat window on the VW site today. Lady told me that the 3rd party tries to issue the final offer within 20 days after the "green checks", but can take up to 3 weeks longer due to high volume. I got my green check marks on 23 November. The wait continues.
 

Green Hare

Well-known member
Joined
Jul 25, 2011
Location
Greater Manchvegas NH
TDI
2010 Golf TDI
I used Chat window on the VW site today. Lady told me that the 3rd party tries to issue the final offer within 20 days after the "green checks", but can take up to 3 weeks longer due to high volume. I got my green check marks on 23 November. The wait continues.
Hmm, so in that case my docs were approved on 11/3, 20 business days later is 12/2. Let's add up to 3 weeks longer on that and oh, shoot, that's still a date in the past...

And out of curiosity, this is still posted on the settlement website:

FAQs said:
Volkswagen will review consumers’ documents within approximately 10 business days of receipt. At the end of this period, Volkswagen will send a notice informing you whether your documents include all of the necessary information to determine your eligibility or, alternatively, whether you need to provide additional documents or information. After Volkswagen has notified you that you have provided all of the necessary information, Volkswagen will determine your eligibility, the Court-Appointed Claims Supervisor will review Volkswagen’s determination and Volkswagen will inform you whether you are eligible and extend you an offer, if applicable, within approximately 10 business days.
 

DubFamily

Veteran Member
Joined
May 30, 2012
Location
Swan Point, MD
TDI
2014 BMW 328D xDrive
FYI for everyone still stuck: less than 24 hours after calling the VW line and questioning the delay I have my offer letter in my e-mail (7:56 this morning to be exact)...

I'd suggest you call back, push no buttons, stay on the line, and play dumb. "I'm just trying to confirm if I missed my offer letter, as it's been almost 60 days since my documents were approved?"

Seems to have worked for me anyway... ;)
 

KCTDI

Veteran Member
Joined
Nov 1, 2002
Location
Kingdom City, Missouri
TDI
2014 Touareg
Hooray! My registration was approved this morning. Been in Limbo since 11/20/16.
Now I await my offer. Might be approved by spring, who knows.
 

topgunn

Member
Joined
Mar 31, 2014
Location
Houston
TDI
2012 A3
So, I have been waiting with green check marks since 10/24. I have called and emailed with counsel. I have called the claims customer support line. No one has ever been able to offer additional information.

I decided to try the chat session today. Once I tried to start a session, the applet said something to the nature of "it will be a long time, blah blah blah, try calling the phone number". So while I was waiting I called the phone number and spoke with a agent who sounded weary and frustrated probably from dealing with irate VW owners all day every day. She also had no new information for me. Once the phone call was ended, the chat was still telling me to waiting patiently, so I did.

Then I get an agent named Jessica in the chat session. She proceeds to ask who I am, what my claim number is, and what my email address is. I ask if VW perhaps misplaced my offer since I have now been waiting for more than 2 months since the last communication. She then tells me that my documents were approved on 12/28 and that I need to wait to receive an offer letter for which there is no ETA.

The agent I spoke with on the phone had nothing for me and minutes later the Jessica the chat agent said that my documents were "approved" just yesterday. The claims portal website shows no change in my status; still step #15. So is "approval date" another milestone or was she just throwing me a bone?
 

jsplinter

Well-known member
Joined
Oct 24, 2016
Location
copperas cove
TDI
Jetta
The approval date means nothing my documents were approved on nov14th which took me to step 15. Then my documents were approved by the 3rd party auditor on Nov 22.l and I still do t have an offer
 

Green Hare

Well-known member
Joined
Jul 25, 2011
Location
Greater Manchvegas NH
TDI
2010 Golf TDI
FYI for everyone still stuck: less than 24 hours after calling the VW line and questioning the delay I have my offer letter in my e-mail (7:56 this morning to be exact)...

I'd suggest you call back, push no buttons, stay on the line, and play dumb. "I'm just trying to confirm if I missed my offer letter, as it's been almost 60 days since my documents were approved?"

Seems to have worked for me anyway... ;)
Today's call to the Claims was my 7th call since 11/29. I have logged each and every call, including the last two where I was promised callbacks within 2-3 days (no callbacks). Today was the first time that a rep offered to me the dollar figure of my buyback, and just said what everyone else has, that "all your docs are in order, you should receive your offer letter any day. Please continue to check your email and/or the portal for any updates." In other words? I just felt like wasting 24 minutes on the phone today for no real good reason (although the figure was $125 higher than I thought, but maybe that's because it's taking them so damn long).
 

PacCoastFwy923

Veteran Member
Joined
Feb 21, 2008
Location
Oakland
TDI
2015 Passat SE TDI 6-speed manual; 2006 mkV Jetta TDI / 5-speed / Pkg 2
I have Claims a ring today, to. The update wss that they're fully staffed now, overwhelmed, working 24/7 to catch up, have been given additional weeks beyond the 20 days, account is in order, expect to see something mid January.

All this volunteered from me innocently commenting that it's been since before Halloween since I've heard anything and I want to make sure there are no errors in my docs (I already know I gave them the wrong phone number for my bank).

I think the rep threw everything at me she had. I was really, really nice. I'd be curious to see her interaction with an impatient or angry customer.
 

drsven

Veteran Member
Joined
Oct 7, 2009
Location
Bay Area
TDI
2013 Jetta TDI 6-Speed
Called in earlier today, this time I was told that I was the one holding things up and that my offer is ready for me to accept and return, really?

I'm still stuck on on step 15? Rep offered to "reset" my profile; I unkindly told her NO!

I asked to speak with a supervisor, but one wasn't available... Someone will call me back in 3 days... Sure.

Worthless!
 

Minimums

New member
Joined
Dec 24, 2016
Location
Las Vegas
TDI
2013 Conv Beetle
I myself have been patiently waiting since Nov 7 for an offer. I was planning on purchasing another Convertible VW Beetle. Nevertheless , this long process of waiting with no answers has definitely made me not want to consider another car from Volkswagen.
The BMW 3 series or The Mercedes Benz E Class Convertible is what I am now considering.
 

DubFamily

Veteran Member
Joined
May 30, 2012
Location
Swan Point, MD
TDI
2014 BMW 328D xDrive
Geez... Yesterday I was just as bad as you all and just as angry about it. I received my offer at 7:56 this morning, had it signed and notarized by 1pm and uploaded to the site by 2pm.

Just got my approval at 5:04 to schedule my appointment, and set it for February 10, 2017 (literally first available, and I checked 5 dealerships in my area...).

All I can say now is good luck guys!
 

Green Hare

Well-known member
Joined
Jul 25, 2011
Location
Greater Manchvegas NH
TDI
2010 Golf TDI
I myself have been patiently waiting since Nov 7 for an offer. I was planning on purchasing another Convertible VW Beetle. Nevertheless , this long process of waiting with no answers has definitely made me not want to consider another car from Volkswagen.
The BMW 3 series or The Mercedes Benz E Class Convertible is what I am now considering.
I don't think our gripe really lies with Volkswagen itself, rather the crapshow of a company chosen to execute the settlement. From what I understand and have read in numerous places, once VW says the docs are good it goes to the third party audit, to make sure everything is in order, blah blah blah, and they're the ones sending out the offers and handling it from there.
 

PacCoastFwy923

Veteran Member
Joined
Feb 21, 2008
Location
Oakland
TDI
2015 Passat SE TDI 6-speed manual; 2006 mkV Jetta TDI / 5-speed / Pkg 2
I don't think our gripe really lies with Volkswagen itself, rather the crapshow of a company chosen to execute the settlement. From what I understand and have read in numerous places, once VW says the docs are good it goes to the third party audit, to make sure everything is in order, blah blah blah, and they're the ones sending out the offers and handling it from there.
Yeah! And VW isn't responsible for dieselgate, it was all the fault of that dastardly company Bosch they hired.

/s

Nope, disagree -- third party or not, the buck stops with Volkswagen.
 

drsven

Veteran Member
Joined
Oct 7, 2009
Location
Bay Area
TDI
2013 Jetta TDI 6-Speed
We are talking about a Multibillion-dollar settlement. There is quite a bit at stake for both VW and vehicle owners. One would think that VWGOA would have better prepared their call center. With that said, my TDI is parked and my reg is due in February. I will place the car on PNO if necessary, but I would just like the peace of mind in knowing an exact buyback date.


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Joined
Dec 20, 2016
Location
Scranton
TDI
2012 Sportwagen
I am still waiting after submitting my paperwork on the first day I could upload-over 60 days ago. Nothing. No communication, I cannot get through on the phone, or chat. I spoke with someone from the counsel in San Francisco over 2 weeks ago. He said I should expect February or March...
 

razorrod

Well-known member
Joined
Oct 12, 2015
Location
US
TDI
Passat SEL
100% agreed. VW should be approving and scheduling in max 10 days after the claim submitted!!!
I can understand a dealership problem, but approve method should not take month. they lost me !!!

We are talking about a Multibillion-dollar settlement. There is quite a bit at stake for both VW and vehicle owners. One would think that VWGOA would have better prepared their call center. With that said, my TDI is parked and my reg is due in February. I will place the car on PNO if necessary, but I would just like the peace of mind in knowing an exact buyback date.


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Jpm5321

Member
Joined
Dec 5, 2016
Location
Va
TDI
Jetta
Every time I've called in I've had no issues getting a hold of someone within 2 minutes. It takes longer for the whole opening and menu reading than hold time.

It took a few times of button pushing to figure out just let the menu read through and wait for someone. Doesn't mater what you're calling about.
 

drsven

Veteran Member
Joined
Oct 7, 2009
Location
Bay Area
TDI
2013 Jetta TDI 6-Speed
You'll need to wait to hear most of the opening message, then choose option 7, option 1 and finally press 0. ?


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torry503

New member
Joined
Dec 28, 2016
Location
california
TDI
Golf
additional info

On September 8th, 2015 I purchased the 2015 Golf TDI from the dealership as new. I made full cash payment. My paperwork was accepted Oct. 23 with green check mark.

I waited more than 2 months for the final offer.

On Dec 28th, I received email saying they need additional information. They want "previous registration" and they told me to fax or post mail that to Auburn Hill, MI.

I don't understand what they want. 

Today I called the claim support.

First person I talked to said it seems I am not the only owner. She told me I should go to the dealer and have them verify it and notice accordingly.

I called again, he said all the paperwork I uploaded were fine.

I tried to chat third time, she says they need registration between Sept 2015 and Sept. 2016.

I sent email to the counsel in SF today. no reply yet.

I faxed the sales contract for the purchase with the dealership with a letter that I am the first and the only owner.
 
Joined
Nov 2, 2016
Location
San Antonio Texas
TDI
2015 Sportwagen
Hmm, so in that case my docs were approved on 11/3, 20 business days later is 12/2. Let's add up to 3 weeks longer on that and oh, shoot, that's still a date in the past...

And out of curiosity, this is still posted on the settlement website:
I think people riding in our boat all have the same thought, and that is...This SUCKS. We are getting closer though, I think.
 

GoThingNC

Well-known member
Joined
Jul 28, 2010
Location
Raleigh NC
TDI
2011 JSW-Toffee Brown
I called and was only on hold for about a minute, the only information the person provided was that they were running a few weeks behind processing the paperwork and to be patient.

She could not provide an estimate of when I will receive the offer.

I am thinking another month or so....
 

zoomydu

Veteran Member
Joined
Jan 8, 2016
Location
West MI
TDI
2010 Jetta Sportwagen
Got my offer -- hope you folks are shortly behind me. There's a free notary at DH's work on Weds, so we'll get our offer notarized and uploaded then. Hopefully we won't have more than a month to wait for a turn-in date.
 

Stumiester

Active member
Joined
Mar 14, 2013
Location
Vermont
TDI
98 Jetta- (sold it) 2010 Jetta Sportwagon
I called and was only on hold for about a minute, the only information the person provided was that they were running a few weeks behind processing the paperwork and to be patient.

She could not provide an estimate of when I will receive the offer.

I am thinking another month or so....
This time I tried Chat. it took about 45 minutes to connect. all the while I had to keep the mouse busy to keep the terminal from timing out. finally got through and the story this time is even though I was told I was approved in mid December the "official" word is I am still under review until I actually receive my offer letter. they are "working as fast as humanly possible". that may be the issue, they have humans doing it instead of computers. hurry up and wait.
looks like I will be driving the truck all winter.
 

D3R3K

Well-known member
Joined
Jul 25, 2016
Location
Texas
TDI
2010 Jetta, 2011 Jetta, 2011 JSW, 2012 Jetta, 2012 Golf 4 dr
Today on one of my cars that has had green check marks since Nov. 22 I received the documents incorrect email. The claims line said that the document was in fact correct and they would put notes in the system.
 
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