VW buybacks and lease terminations to begin

Earlier this year, the FTC sued Volkswagen for falsely claiming that its diesel cars had low levels of harmful emissions. A federal judge approved the FTC order that requires Volkswagen to provide up to $10 billion to owners and lessees of VW and Audi 2.0 liter diesel cars. Here are some pointers for people who own or lease a 2009 to 2015 VW TDI Beetle, Golf, Jetta, Passat or Audi TDI A3.

  • You have until September 1, 2018 to submit a claim. You can change your mind about which option you want until you bring your car in to VW.
  • You can submit a claim on VWCourtSettlement.com, or call 1-844-98-CLAIM to request a paper claim form. In order to complete your claim, you will need certain documents, including the vehicle title and proof of registration.
  • After you submit your claim, VW has 10 business days to tell you whether your claim is complete. If your claim isn’t complete, VW will tell you what you need to do to complete it.
  • After your claim is complete, VW has 10 business days to review it and confirm that you’re eligible.
  • After you have been confirmed to be eligible, VW will send you an offer letter. If you accept VW’s offer, you will sign the letter, get it notarized and return it to VW. After VW confirms that it received your letter, you can schedule an appointment. You will be able to choose from different options. If you choose:
    • buyback, you will be able to schedule an appointment that happens within the next 90 days.
    • lease termination, you will be able to schedule an appointment that happens within the next 45 days.
    • an approved emissions modification, VW will notify you when a modification is available for your vehicle. Once a modification is available, you will be able to schedule an appointment within 90 days.
  • If your car was drivable on September 16, 2016, but isn’t drivable on the day of your buyback or approved emissions modification appointment, you’re still eligible for some compensation. Visit VWCourtSettlement.com or call VW at 1-844-98-CLAIM for more information.
  • You can choose to get your buyback or lease termination payment by check at your appointment, or have it deposited electronically to your bank account within three banking days. If you have a car loan, VW will apply your buyback payment to the loan and pay you any remaining amount. If, at your buyback appointment, your car’s mileage is more than the expected mileage range from when you submitted your claim, your buyback amount could be reduced. If that happens, you will get a check within three banking days.
  • When your buyback or approved emissions modification is complete, VW will give you an itemized receipt that shows the amount you received and explains any adjustment, such as mileage or a loan payment.

You can use the buyback money however you want. You don’t have to spend it on a car from VW or any other manufacturer. If anyone offers to buy your car outside the settlement, or pressures you to “Act now!”, walk away. If you see something that doesn’t seem to follow the terms of the settlement, please report it to the FTC.

Note: We edited this post on October 26, 2016 to clarify which payments you may get by check at your appointment. On November 17, 2016 we added information about offer letters and clarified appointment scheduling.

Tagged with: car, refunds, settlement
Blog Topics: 
Money & Credit

Comments

Your saying that when the review is complete you have 90 days to schedule appointment.on website mine is still under review but on phone they said im good. But said you have to wait to get letter in mail than sign and notarize it than mail back than that has to be approved than you can make appointment. Thats a long time. Especially when you have a payment due to vw credit on a car your going to turn in. I would think since the approvel you wouldnt have to pay since your waiting for mail?

That's exactly what they told me. The major problem I have is that people that opted for buyout have to still make their payments on a car that is being purchased by them. I realize it is a wash out but they are taking their sweet time finalizing the whole thing. I'm signing power of attorney over because I can't wait any longer for this it's holding up my job in Europe and I'm stuck here because of this car.

We called vw financial and for $50 month car payments are waived until settlement.

I believe since trump said he wants no cars from the outside and sell american cars more in the U.S That Vw is hesitating to pay us for the buy back. I mean why not? Why would they pay so much when they dont know what trump is going to do? what if they cant continue selling cars here in the U.S no longer and paid us they can rather go bankrupt in america and continue selling their cars other places! I dont see another reason to make us wait this long and that without giving us a reason when we call customer care. They have no time frame and are rather paying penalty

you had to pay $50 to freeze your payments?

Has anyone just had the emissions fixed and took cash? Or heard of anyone doing that?

I call maybe twice a month and I'm being told that they still haven't produced a modification yet... I have 100% of my stuff done and I am just waiting for them to come out with a modification so I can schedule an appointment. I remember back when I first started this process that they said payouts would be coming in the Fall of 2016. It's 02/15/2017..... Can someone help me?

Call another dealer? Are you sure they said they haven't produced it and that they don't have it there yet?

I have a good friend who opted for the modification - she was in and out of the dealer in January I want to say? after completing the paperwork.

I submitted online and got approved documents within 10 days. They now have 10 more days for final approval or until 11/14. I did hear from the dealer that I will get a letter, have to have it notarized with my signature and send it back via snail mail prior to making an appointment.

I waited on hold for 3 hours and spoke to an actual person regarding getting the offer. I was told they will email the offer to us and we can take the offer and have it notorized and scan it back to VW via email. That way it will speed the process of making an appointment to have the car bought back.

Hi Emalia, instead of going on the online claims and uploading it they told you can email it. Do you have the email that they provided you? I still am waiting on email of final offer its been 15 business days.
Thanks

Ditto, kheagy. The online portal indicated ten business days to wait for the "final offer" paperwork, and it's been more than that for me as well. I just called the VW Claims line and (shockingly!) got right through. Unfortunately the young lady I spoke to could not access any actual claims, even with a claim number provided, and refused to transfer me to anyone who could, alleging the phones were down. (Hm.) So she was able to provide only rudimentary information like when the settlement was approved.

Her advice? "Keep waiting." I find that aggravating, as the claims portal could have easily set forth a longer turnaround period. I'm not necessarily impatient, but I do expect them to actually perform promised actions on a promised timeline. Perhaps that's foolish at this point ...

How did you manage to get a hold of someone? The only way I have been able to break through beyond the automated messages is to mash the keys (not sure which keys actually got me beyond the standard menu). I submitted all of my documentation minutes after they started accepting documents and I have been waiting ever since. Now, I have noticed that "10 days" line in their confirmation message has been removed. How convenient...

I too noticed that the 10 business days had been removed from the claims website. A friend of mine with a TDI also noticed the same thing. He called the number to see what the timeline looked like, and the person he spoke to told him 20 business days.

try 248-754-3926 it is more of a direct line
my documents were submitted 10-14, opened or looked at 11-13 final offer approved 12-14 (what happened to the two 10 day windows) and I am still waiting for the offer letter. I hope VW gets tagged hard for the long response times

Thank you jim for that number. I got through in under five minutes. Over six weeks and still waiting. Called 248-754-3926 number and found out my ID was not approved but not rejected. The women I spoke with in claims was very helpful and could not understand why VW did not approve the ID. I never received a call, email or letter from VW saying it was not approved. The court settlement website claim help number is a joke as well as the online chat. If you are waiting long periods of time, I urge you to call that number.

Does anyone have the number for the offer specialist team? I have been waiting since October and they said it's been with them.

We called in early January to find out what the hold up was on our offer letter, and we were told that VW was behind, due to the holidays and a higher than expected number of buyback claims. It's not just VW owners; there's some Audi folks included, too. When we asked about being penalized for mileage overage (because they are dragging their feet, not us), we were told that if we went over our projected mileage (at the time of buyback), then VW will deduct for the overage. They could not give us an exact amount of what would be charged for the overage. We asked if it was per mile, per so many miles, how much per mile, etc. No information available. We are pretty mad that VW is going to cost us part of our settlement because they are behind and we were still driving the car and racking up mileage. We have a 2012 VW Golf TDI with just over 100K on it. My husband drives about 100 miles a day when he commutes back and forth to work. With all that being said, we decided to park the Golf until buyback, and we purchased a new Hyundai Elantra for him to commute in, and that's what he is driving now. Not a diesel, but he's averaging 35-40mpg on his commutes.

We did, just today, receive our buyback letter, and it is just over $20K, but we aren't sure how the extra miles will affect that amount. They'll pay off our loan, and we will get money in our pocket. There's no way we could sell it anywhere else and get that kind of money out of it.

So when did you submit your clam at first ?

I submitted my claim on December 8, 2016 and just returned the car yesterday (2/13/17). I had the actual title so, I had no bank loan holding up my claim. I am still waiting for email to enter bank info to get funds.

i was supposed to hear something by 11/17/16. im still waiting

I am as well, it seems like these dates they tell us in the information settlement book are not set days. Someday soon this will happen I hope.

I received notice that all my documents were approved on November 21. It is now December 18. I am still waiting to get my final offer letter. Getting madder every day.

@pissed off VW owner. Same here mine was accepted on nov 21. I emailed vw after many attempted phone calls only to be disconnected, how convinent! I finally did get a follow up call last week from vw stating that I should have my offer no later than the 20th of dec as that would be my 20 days and that I would be able to set a date to buyback my passet no later than Jan 4th. Well the 20th has come and gone and still no offer letter. So I called again and I was told by representative that she was not sure why I was given an actual date since they actually don't know when the letter will be emailed. They were 20 days out but now weeks. I asked them to clarify weeks and was just told she wasn't sure but they were weeks behind! I am so sick of vw right now I wish I could shove this car up there you know what!!!! I am so irritated that no one is holding vw accountable!!! I was also told that once I have the offer letter it may take up to 90 days to complete the buyback!!! Are you kidding? Why isn't the FTC doing anything about this???? We didn't buy these cars cuz we knew they were cheating cars but we are the ones suffering in the long run!!! Where's the justice???

Finally spoke to someone on number Jim provided. Documents were accepted 4 November, but apparently did not go to their auditors until the third week of November. She said email offers normally take 3-4 weeks from that time.

I received the acknowledgement that my documents were accepted on Nov 16. I called on Dec 19 and was told just have to wait everything was ok. I called again on Jan 2 and the person I spoke to said she would expedite it. . I called again today and I relayed that someone told me they were going to expidite and she said there was no way to do this. So I asked what the delay was. After three calls and almost 60 days, she tells me there's a problem matching the names. What?? It appears I put my name as owner and co owner and thy couldn't match it. Never mind that the registration has my name and my husband's.name listed, they have copies of both driver licenses and the form that shows both our names on the loan info. How inefficient can they be and then to not even let me know there was something wrong. I am more than pissed. Now I have to resubmit everything again and heaven knows how long I have to wait this time around. Paying interest on a loan and not using the car.

My documents were accepted 11/08. Final offer TAT is 30 business days. 12/22 and still nothing. Contacted VW via chat. The rep stated the final offer is a two step process with 10 business days each, but they are experiencing high volumes which is delaying the review process and to expect the final offer 'within the next few weeks.'

I called the 800 number on 11/12 and spoke with someone that told me that my paperwork was in order and that my eligibility was confirmed on 11/9 and that I should be receiving my offer within 10 business of the 9th. Now today 12/2 I called, because I still
haven't received an offer, I waited on hold for over an hour. When I finally got to talk to someone I was told that they have 20 business days to decide eligibility and then another 10 business days to send an offer of buy back. This person told me my 20 business days for them to decide eligibility ended on 11/29. So now it will be another 10 business days of waiting for the actual offer. The people at the 800 are clueless and basically repeat the time frame in the court documents. I asked why I was told my eligibility had been determined on 11/9 and I should have received an buyback offer on 11/24 (but since it was thanksgiving I should've received it on 11/28) the person I was speaking with today said she had no clue and couldn't tell me why I was told on 11/12 my eligibility had been determined. She the. Repeated the time line of 20 days and 10 days. I'm so fed up with VW. I'll never buy another VW again and I'll tell anyone who will listen not to buy VW either. They just keep changing the dates and there's no recourse for us consumers. It's not like they have to pay us extra for taking their time to get the offer to us.

I've been waiting since November 21st for my confirmation on eligibility and offer. On the phone the told me my car is eligible but I have yet to receive an email confirmation including the offer. My permit expires on Jan. 31 so if not resolved prior to that I will no longer be able to use the car on the street unless I pay for a new permit ($300 aprox.). I'll just dump the car at the dealership but still need to make my payments.

Same, just made another payment on my VW loan, haven't driven the car since 11/30/16. Called on 12/28/16. VW claims staff said they would escalate my claim since I hadn't heard anything. Called again 1/12/17. Claims staff said they would send this to a supervisor for 45 days without communication from VW. Said he didn't see any notes about escalating my claim from December. Freaking stupid and now that VW exec's are being federally indicted...I dont see any of us getting anything soon.
And...I dont see the FTC helping us out either. I have already filed a complaint about VW violating the terms of a court order. Neither care!!!!

We had the same issue and were told our claim would be escalated. Got our offer the next day (January 14)and now FINALLY have an appointment for March 3rd. Not a great experience but hopefully nearing the end. Will not be purchasing another VW even though we have owned these in our family for decades.

Don't be surprised if you don't see a check or bank deposit anytime soon. My paperwork went well, offer letter received, I turned my Golf in on Dec 29, was told the check wasn't mailed due to holiday mix up. I was told I would get the check in the next couple of days, it is Jan 20 and I haven't a word even after numerous calls to the claim and customer service calls. Please be careful as it seems that v w isn't concerned about us. I'm tired of being patient the Attorney General is my next call

I don't how some of you guys are having problems....???? I turned in my TDI with no issues what so ever. Check was ready for me when I got there.

People not filling things out correctly the first time. Mine went through without a hitch as well.

I signed over my car to VW ON 17 January. It took about two months for the whole process so far from the first time I logged in to the site. Here's the funny part. They have not paid off my car yet. I ma still making payments. When I spoke to their representative at the VW dealership he said it can take some time. So don't be surprised if you get paid but your car does not get paid off any time soon.

I turned my TDI in on the 27th, got paid within 5 days. My loan is still not paid off. When I called the settlement rep at the dealership, she said that they have been told it will take 15 days for the loan to get paid off. It's been over that and the loan is still not paid off....annoying.

I have the same issue calling and talking to different reps., but I called the lender who had the financing and they told me that they will report to my credit if the pay off is not paid or no payments are made monthly on the car. The lender does not care that I settled with VW because they are not paid off, so in there eyes I still owe the loan.

I don't think it has anything to do with incorrect paperwork. Mine has been approved since Sept. 2016 and I am still waiting. My Jetta sits at the airport most of the time so it only had 20k miles on it back then whereas, today it is at 24k miles. Offer will be under just for that reason and, I only owe 4K. Still waiting here today Feb . 13th, 2017. Have called many times to no avail. Can anyone explain?

I have my appointment in 2 days. They told me that I'd have to wait up to 6 business days to have the $$ deposited in my account. I wonder why that is.

Also, did you have any problems with them dinging you for anything that they found wrong with your car?

We turned our car in on Feb 4 and the settlement specialist accidentally entered someone else's mileage in our claim and closed it before we arrived for our appointment. She claimed to have called to fix it but it is now Feb 20th and we still do not have our money. Multiple calls to service line, what do we do now?? Is there no recourse for us to hold them responsible for their own mistakes?

I have the same excuse. We should get together to investigate to see if this is what they do. If so, we will go for another law suit. Return mine 2-14-17 no check.

VW settlement division is incompetent. What do you expect from cheaters. They lost 3 sets of my documents and I was on hold 3 times for 30 minutes. Will never buy another VW

Has anyone gotten money yet from the buyback? Saw the representative at the VW dealership playing on the Internet because they still have not started the buyback. He's there to handle it but vw doesn't send him anyone!!

We have two diesels covered under the settlement. One without a lien was fairly quick; it was turned in yesterday at our local dealer. The other, still under a loan, is taking forever. Still awaiting their final offer...

The liens are taking forever because every payment we make allows them to adjust the offer and give us less money. As stupid as VW was for pulling the stunt in the first place they are actually doing the buyback pretty smart, and there's literally nothing the consumer can do about it.

Jacob: After accepting the final offer. Wouldn't every additional payment we made while waiting for the dealer drop off increase the final VW payout to us? Since the payoff balance is now lower than initially on the final offer. My understanding is it would be a wash.

If you financed through VW it's not a wash bc they are still getting the interest amount. The longer they wait the more interest they accrue

Done. Went thru the whole process. They bought me out of my lease (no more payments 2 VW credit) and cut me a check. They did ding me for a cracked windshield and the extra milage the car was over what I stated in my initial claim, and probably over charged me for the windshield but I walked away with a check I cashed at the bank same day.

How did the contact you? I have a lease as well and I am beyond ready to be done with it. I've checked my mailbox and email on a daily and still nothing. Sucks because I need to start looking into a replacement asap.

Glad to see someone has received their $$$! I was beginning to think VW was not actually going to pay anyone. I have two Volkswagens under the buy back. Everything happens for a reason and I hope to get two checks before Christmas!

i have 2 vw's two that qualify and still waiting to hear, what frustrates me is one claim they state everything went through but the other had issues with the DL but how is that possible when i sent the same pics for both claims. I swear they are trying to drag this on as long as possible. we need to get a replacement car, but i know I will never buy another VW.

Hi, How long did the entire process take from the time you uploaded your docs on the website?

I've been waiting since 10/31 email that stated they have all info needed to proceed. I've had no contact since that email that stated I would receive my letter in 10 business days.

Our documents have been "in-review" since November 1st.

VW's claim helpline is a joke. Waited 30 minutes and got a story about the portal having the up to date info. We are all getting the 'run-a-round."

I am financed through Capital One and continue to make payments. As of today I was under the impression this car would be gone and I would be paid off for it. I was going to get VW Golf (gasoline), but VW has lost my loyalty.

The dealership was a clueless, but that is not their fault...they are in the same boat. So we wait....

I uploaded mine before the end of Sept. The website has only confirmed that documents are "complete" I have received NO other correspondence.

how much did they ding you on the cracked windshield? I have a very small chip and am determining whether to get it fixed prior to turning in the car. 100.00 deductable on the windshield

The details of the settlement specifically indicate the condition of the vehicle does not affect the value. Why did they ding you on the windshield?

I am wondering about this too, I have a lease and have some very significant body damage and scratches on my car - I have literally been avoiding getting anything fixed because I thought it wouldn't matter since they can't resell the cars anyway... anyone know anymore about this?

I think because it was a lease???

How much did they nail you on your cracked windshield?

I do not understand how they would deduct for a cracked windshield. How can they prove it was cracked in September 2015. Buyback based on value and condition in September 2015. Only adjustment was to be for mileage.

I went through the process also but elected the electronic pay back. I returned the car last Friday and still no money. I was told during the return that I should get an email from Chase Bank with the transfer details. Today (Monday) I called Chase 855-267-0428 (the # they gave me) and they told me not till Wednesday. This nightmare needs to end.

I turned my Car in on the 20th and they said that it would take 3 business days to get the email from the bank and another 3 days to transfer the money. The web site has always advertised 3 days to get paid not 3 and 3 for a total of 6 days. Very frustrating!

how long did it take you to get the email from JPMorgan Chase asking you for your banking details from the time you turned in the car?

I got my eft email from JPM within two days of turning in my car and the funds were in my account within 12 hours of replying to the email. The rub now is they still have not paid off my AFS loan and it's been nearly 20 days since I turned in my car. The rep who I dealt with at the AUDI dealership when I turned in my car said the loan would be paid off in 5 days. All I get on the support line is that the check is printed but sitting in the mail room - REALLY!?!?!?!. So unbelievably incompetent. Has anyone had luck with getting their loan paid off after turning in the car? And if so how long did it take? Any advice?

Did you get to choose the check or electronic transfer at the buyback appointment or is what was chosen during the sign up your final option?

Hello:

How long before you receved the email from Chase?
I truned in my car last Friday (1/6/2017); as of 1/9/2017, no e-mail yet from chase. advise to people: Do not opt for the EFT option, take the check option.

I returned my TDI on the same day as you. I received my email from Chase on Tuesday night at 9pm. Money deposited to my bank today on Thursday 1/12/17. Still waiting on them to pay off my car with my bank. Meanwhile another car payment is due to come out in 2 days.

Update today is January 18th. I returned my car on the 6th of January and my car loan still hasn't been paid off. I called VW and they told me it can take 10-13 business days to pay off my car loan with my bank. In the meantime my bank has pulled out another car payment and I'm still paying interest on the loan.

It took 4 days to get the email from Chase for EFT information. Turned in car on 1/6/2017; VW has still not paid off my loan with VW credit as of 1/19/2017. They drag the payments as long as possible. Totally inefficient company, with ineffective customer service.

They charged you for the extra miles because it was over what was stated on the initial claim? But it seems like everyone is waiting 2-3 months and with that everyone will be over what they initially claim. And if it is a lease shouldn't it be as long as you had abide by the agreed mileage on the original contract?

How much did they charge your for extra mileage?

WHY would making payment give you less money back, they give you an offer & if you owe les on your vehicle that's more money in your pocket? I have been waiting & they are taking their time

Every dollar I pay in interest on the TDI loan is money I don't have to purchase a new car. It is very frustrating.
They should have to eat the interest that I am forced to pay. I thought they were too quick to agree with the settlement terms. Oh well, no more German cars for me.

Was you settlement offer amount ie the vehicle value what you had expected. We also have 2 Jetta TDIs, both lien free. Had settlement letter on one of them, the value does not match court settlement ie its lower by at least $1000. Called the 1-844 number they knew nothing and simply passed my concern to someone else for them to contact me. Interested to hear if anyone else's offer has been lower than expected. Their operator told me he'd dealt with other callers who had received lower settlement offers but not for that much.

I returned my 2013 Jetta TDI on yesterday. It was lien free also! My settlement amount was exactly what I expected. My only regret is my method of payment. I chose direct deposit and now I have to wait on an email for bank info!

did you ever get contacted and when? I returned mine today 12/16 at 11am and no email yet as of 4pm. Thanks

Cheryl

Did you ever get the email and JW long did it take we are in the same boat just turned ours in today...

Same here. I gave them the actual mileage (well below their annual allowance amount) when I filed and took a screen shot of the buy back amount that was listed as total $ 21,796.73. When I received my offer letter, the one you have to have notarized, the amount in the offer letter (received only about 10 days after I had the buyback amount on my computer screen, the amount had dropped about $500 . I'm on the phone with someone now, had been referred to this number 248-754-3926, as the guy I spoke with on the generic VW claims number had no idea and couldn't answer any of my ?'s. The rep is "looking into it" while I am on hold, he states that he sees the decrease in the amount and sees a notation that states "due to mileage". I have a 2011 and it only has 41 K miles on it. Well below what the allowance even is. My understanding is that when you go to the dealer they will have discretion in deciding the actual buy back amount as well. The guy on the general VW claims # told me those offer/buy back amounts are just guestimates and that your actual amount could be more or less. Right, wonder how many times it's actually been for more.

hi, saw what you wrote. i own a 13 diesel and have the title. whats the quickest way to recieve money and turn the car in? let me know please thanks

We received final offer on our 2013 jetta yesterday. It was some 400$ less than what we were told initially. Accepted the offer and uploaded it today. Should wait to schedule an appointment now. This process sucks.

At least you have an offer, my documents were approved prior to Nov 1, still don't have offer, stuck in step 15.

Just spent 40 minutes of my life that I'll never get back! Was kept on the phone long enough to be told that
1)He couldn't find my info.
2)Found my info, but couldn't find evidence that I'd submitted any documents. (I'd received an email from VW on 11/18 that my docs were all in order.)
3)Finally found that my documents, HAD been submitted by me,(WOW! Surprise!), but he couldn't tell me how long it was going to take for VW to send out my 'package'.
What a joke! It seems they are paying people $5/hr. just to answer the phone and say nothing of import-just to appease us!
Maddening!!

I am in the same boat! November 2 was the day I uploaded docs, and the original estimated date for turn in was 12/15. I have heard nothing. I am beyond ready to get rid of this thing!

How long did it take to get your appointment Todd? I just got my email to say I can make the appointment, but none of the dealers have openings until starting March 8th. Thats seems awful funny to me. I have a new car waiting for me and can do nothing about it.

I GOT THE MONEY FROM BUYBACK BUT THEY ARE BIG LAIERS .I SIGN THE OFFER AT 27135.73$ AND I RECEVED ONLY 26506.73 WITH NO EXPLANATION SO THEY CHEAT ON ME WITH 630$ MY MILEAGE WAS WHEN I HAD THE OFFER 36100 IN NOV4 2016 AND 36435 IN DEC 1 2016 WHEN I GIVE BACK THE CAR.CAN ENYBODY TELL ME WERE I HAVE TO REPORT THIS FRAUD ???

You can file a complaint with the FTC at FTC.gov/complaint.

On the first screen, choose the category Other. On the second screen, choose the category Automobile. Provide as much information as you choose on the next few screens. When you get to the text box that lets you tell the story in your own words, include the words VW and diesel.

Bridget,
Read the blogs. Read the responses here. Telling people to go to the complaint site for the ftc is useless..what is the ftc going to do? Apparently nothing to get the process moving for consumers. People who violate court orders go to jail...as a consumer protection agency it is the duty of the ftc to act upon such violation and recommend action..tell your agncy to get going with pressure on VW to finish this process for us consumers.

Turned the car in 12/7, and received the ETF on 12/12. The system VW set up is an absolute mess, but I got lucky. Hang in there!

I submitted my claim just after the announced final settlement approval. Followed up a month later to the day, every other day on my drive home. The online portal said that it was pending finally approval of my forms. Spoke to 3 different agents. Finally the 3 agent transferred me to someone who did the reviews and confirmed everything was approved and should be receiving my approval letter within 10 days which I did. Sign, scanned all docs and sent back. Was able to schedule my apt within 4 days and my car was bought back thursday Dec 22nd. Loan is still unpaid but I did receive the balance via electronic transfer.

Process was long and wasn't as they agreed on. Deft concerned that I have received my portion of the funds, but my loan is still outstanding.

How can you turn in a car and get payment if VW doesn't have your title? You can't get your title if the loan is not paid?

NO, YOU DON'T HAVE TO SEND IT BY MAIL, YOU CAN SCAN AND UPLOAD THE 7 PAGES AND SEND THEM THAT WAY.

You can upload it back to them and you will get notified within a couple days, but the buyback doesn't start until March 8th. They tried to tell me that they are that booked up, but I called other states and they all say March 8th!!!!!!! Now isn't that ironic?????????

I just received a response to my question from my lawyer, about when we can see a buyback. I mentioned making payments and the canned response from the FTC.

Once your claim has been completed through the Volkswagen website at www.vwcourtsettlement.com and you have submitted the requested documents, Volkswagen will get in touch with you which can take between 30-90 days from the time the final order was signed by the Judge. Thank you again for your correspondence and for the opportunity to serve you in this important matter.

We will continue to keep you updated as things transpire.

Thank you!VW accepted my documents on 10/4 and I STILL have not gotten an offer. I am so mad! I called because they changed my status from I would hear back in 10 days to the original with no time frame. This is BULL

I'm in the same situation. Mine documents were accepted on 11/8 and I still have not heard anything. I called the dealership in my area and they had no clue. I asked to speak with the individual in charge of the regional claims and they wouldn't give me their contact information. I then called the claims line to see if they had any information, they said all I can do is wait until I receive my offer letter. Does anyone know if I can file a complaint with the FTC, the court, Ankura? And if so, where can I do so? This is putting me in a bind because I will be out of the country for five months and need to know if I need to sign power of attorney.

You can file a complaint with the FTC at FTC.gov/complaint.

On the first screen, choose the category Other. On the second screen, choose the category Automobile. Provide as much information as you choose on the next few screens. When you get to the text box that lets you tell the story in your own words, include the words VW and diesel.

paperwork accepted Nov 28 no final offer

The biggest fraud case in us history and this is the response I get after following the lead to file a complaint. Thank you for contacting the Federal Trade Commission. We have reviewed your complaint and have determined that the following information may assist you. Auto Warranties & Maintenance - http://www..consumer.ftc.gov/articles/0138-auto-warranties-routine-maint... What a joke!

Thank you for filing a complaint. If you provide an email address when you file a complaint, you receive an automated email reply indicating we received your complaint. When you include the words VW and clean diesel, the law enforcement personnel who review the Sentinel database will more easily find your complaint.

What about the emissions mod? I received an email stating that all my documents were accepted and would have a final offer within 10 days. Last I heard the EPA or CARB hadn't approved one yet. So those of us doing the mod sit out here waiting till maybe the end of January to see if they even approve one? I looked again on their website and the 10 business days final offer has been removed and now just says " you will be given a final offer if eligible ." Aren't we already eligible given the fact we already received the "goodwill" package. It also states that we will not be given restitution till the modification is done? And my car is due for renewed registration at the end of the month. Will I even be able to renew it in Utah?

The frequently asked questions on vwcourtsettlement.com have information about compensation for people who choose the approved emissions modification option. The FAQ says: Under the terms of the Class Action Settlement, if you choose the Approved Emissions Modification option, you will receive the restitution payment after you take your vehicle to a dealership and the Approved Emissions Modification is installed.

Please check with your your state DMV about renewing your registration.

So I got my final offer. And it says you get 2/3 the settlement when u do the step 1 of 2 then the other 1/3 when step 2 of 2 is done. However it states in the documents that that it could be till may of 2018 to get it done. Pending an approval by CARB or EPA. If they even approve it. But on the table website they have a deadline of Jan. 2017 to have their final submittal to them. And it could take weeks or months for EPA and CARB review it. If they don't at that point I have to serrender it with deductions or depreciation iwith mileage, damage etc. And based on research I can't even find any proposal submitted to the EPA. CARB.

My BF had no problems renewing his AZ registration on his VW just last month, even though this issue is known. I don't think any state would be foolish enough to refuse vehicles knowing that this is an ongoing lawsuit, as long as it officially still passes the test. That would be thousands of headaches on the steps of City hall. Most states also offer Waivers for a certain period, to let you drive pending getting the problem fixed. You have to call your DMV to find the specifics though.

This is what upsets me too. I opted for the fix. What difference does it make if we opt for the fix or take a buy back we still own a defective car either way so why do we have to wait for the fix. If you can't fix it then it will turn into a buy back. Deduct what VW gave us for the guaranteed amount and give us the balance of the buy back. We still own a defective car.

Bridget, i submitted my claim as soon as the portal opened, and uploaded all the required docs. VW responded saying the docs are correct and will determine eligibility and respond in 10 business days. That is now 22+ business days ago and still no offer letter as promised. They have now removed the 10 day language from the document upload area as of this morning. When can we expect to receive our letters? 10 business days is not 22.

Oct. 3 I submitted my documents. Nov. 1 I received an email telling me that they accepted the documents. Dec. 9 nothing yet. Yet. I called VW Credit because I have purchased another car because I was told that if the car breaks down or is in an accident I need to repair it. VW Credit gave me a 3 month extension on payments. So no payments for the next 3 months. BTW my new car is a GMC

Bridget, it has been 4 weeks exactly since volkswagen orginally stated they had reviewed my documents and would determine eligibilty and send my a final offer within 10 business days. I'm still waiting. I have gotten nothing. Every time I log onto the claims site it tells me the same thing they'll provide me with a final offer after determining eligibilty. I thought they had 10 business days. It's been well pass that and frankly I'm tired of not getting anywhere with this. It's been a MONTH since my documents were reviewed. How much longer are they going to keep me waiting?!

I submitted my documents Oct 2nd and I'm still waiting for an offer letter. Getting really sick of the hassle... waste of time to shop for a new car when we have no idea how long this will actually take.

VW and clean diesel Settlement Offer.
We received an Settlement Offer from VW which has a vehicle buy-back value about $4000 LESS than Court Document 1607-01 sets out. called 1-844 number. Person could only passed my concerns along. No supervisor available. No person who could explain how the calculations were made. Who is supervising this process? Is there someone else I can contact? Claims Supervisor? VW help line could not give me any other number to call

We just had the same experience. The ranges indicated for our 2010 Jetta TDI sportwagen on the low end was supposed to be around $14775. They are telling us in the offer it's only worth $8,200. That's $6575 lower than court docs indicate for your our model year and what the vw claims website calculator indicated. There is no way we will accept that amount. Even with the $5100 additional restitution we aren't up to where the buyback amount should be. I'm not sure what we are supposed to do about it going forward though?

Have you found an answer? I have the same issue with our 2012 Passat. It's close to $5,000. AHHHHhhhhhhhh

I have the same issue. The final offer is 7,000.00 less than the value of the car according to the court documents. I called the claim number and they are unable to explain the calculations. I was referred to another phone number and you have to leave a voice message. They will return your phone call in the order it was received. I am sure it won't be soon.

Supervisors must always be gone or in meetings keep getting that same run around too.

Bridget-How long does VW have after the offer letters and release have been submitted? I cannot find this in the documents, I have called the claims line to hear"We are backed up because of the holidays." The person I spoke with told she could not give me a timeline or when the offer letter and relaese would be looked at.

After you sign, notarize & return an offer, VW has 90 days to complete a buyback.

VW advised me on the 31st of October that my claim is is complete and all documentation recieved, and they are reviewing for eligibility. I have not heard anything since that time. It's been 42 business days. We are paying a monthly payment and insurance, but stopped driving vehicle because of mileage deduction and risk of accident. I've called a few times now and get the same canned response about the process. I've been told I am eligible and to expect a letter to look for an email, yet have never given them any information about me or vehicle. HELP.

That is EXACTLY my issue. I filled out the form online and submitted ALL the documents BEFORE Oct. The only "status" is Complete. I have received NO update on review for eligibility, nor any offer, meanwhile, I still am making payments and mileage is being put on the car.
VW has definitely screwed up- I WOULD'VE bought another, but with this cluster and lack of information available-no thank you. There isn't even a way to let anyone know that I've received no eligibility letter etc. Very frustrating!

I turned in my vw on 12/16, I received my money from vw but they haven't paid off my loan as promised. I'm now making car payments on a car I don't have and a new one. How long until they have to pay off my loan?

Becky, was your car financed through VW Credit or a different bank?

Did they pay off your loan? We are in the same boat!!!

Has your loan been paid off yet? I turned my car in on December 22nd and loan is still not paid off. I called VW number and that are useless...actually hung up on me. Mine is with VW credit.

I turned in my car on 12/22 and it still hasn't been paid off. I can't find anything about a timeline for that!

I know...I submitted an FTC complaint as 20 days have passed since the "accepted docs" email... I get the following from the FTC today:

Thank you for contacting the Federal Trade Commission. We have reviewed your complaint and have determined that the following information may assist you. Buying a New Car - http://www.consumer.ftc.gov/articles/0209-buying-new-car
Is this a joke, or what???

No, that's not a joke, it's an auto-reply from the Sentinel system. When you entered your complaint, you probably used the Auto category (as we've asked you to do). You may have indicated your complaint was related to car buying.

You must have provided your email address and agreed to get a response. Once your complaint was entered into the database, you got an auto-reply acknowledging your complaint.

We've been asking people who submit complaints about VW to include the words VW and diesel in the text box portion of their complaints. By doing so, you make it more efficient for staff to locate VW-related complaints.

Hi Becky, you can submit all your claim documentation through the Claims Portal. They then review the documents you submitted (mine took around 12 days), and send you an offer letter. You can print that, have it notarized and then upload it to the Claims Portal. Then you should hear from them within 5 days and you can schedule your return. Do it all through the Claims Portal online, much faster than mail.

Except I still have yet to hear from them and it has been about 20 days since I've submitted all of my information. Pretty crazy that they are this slow to respond.

I agree - my paperwork was accepted as complete on November 3rd and I've heard nothing since then. You'd think there would be some way to hold them accountable, especially since they stated a time frame and I have to watch my miles to stay within the range I reported.

There is a way to hold them accountable, do not buy another vw

I received conformation that my documents were complete on Nov 1 and they said 10 days. I'm still waiting for an offer and they took the 10 days off. I have did it all through the online portal. It makes me mad because I continue to pay payment and interest on the car.Called and they said someone would return my call in 48-72 hours, it's been two weeks!

It's been a month since my documents were accepted! I have called 4 times and get a different answer every time. Was told I would have my offer 11/30. Just called and was told that they have been backed up and should have it soon? Everyone I talk to after waiting up to 45min sounds like they have no clue as to what is going on? This is becoming ridiculous!

Hey Rudy, what financial document do you need to submit online? I have tried a statement and a payoff document, an vw rejected both. The dealer has been no help either.

The portal specified to me that I needed to upload the current registration (which includes my name and the VIN, and a photo ID (my DL). My Passat is financed through VW. That was all that was required, and I received notice that the documents were accepted. There may be additional requirements if not financed through VW, but the portal should specify to you exactly what is required.

I uploaded all of my required documentation. I got it all approved in November. They just notified me yesterday that they needed my previous registration. I faxed it over today. Now, I have to wait another 2 weeks before I hear if I'm approved or not. This whole process is aggravating!!

As a followup, I was due to receive my final offer package by December 9th, and actually received it on December 14th. I expected it to be later, based on what I have heard here. I live in Washington State and my financing was through VW, which may have made it easier. Just uploaded the signed, notarized document today (Dec 16th). Am hoping the turnaround is fairly quick. We shall see.

So here it is, 11/21/16. My documents were submitted and approved in October. According to the portal, and followed up by the numerous reiterations, VW should have had 10 business days to send me my final offer. Today (Since 11/1/16) is business day 14. No portal update, no email, no snail mail. Am I missing something?

My documents were uploaded back in October as well and the website stated the 10 business days for an offer.....well, I called them to see if there was info they could give me and they tell me they are busier than expected so it is taking longer??? Are you kidding me? 450,000 vehicles and you were not expecting a high response?? I have called the dealership, customer service and the claims line and no one knows nothing. Then the dealership emails me for some promo saying they need my car, I responded back about you can buy back my car as VW said they would...CRICKETS, no response!

According to all of the timeline parameters set forth by Ms Bridget Small, I have waited 22 business days now for my approval offer to come through. I'm also noting that since before Thanksgiving, she has not offered ANY commentary on folks in this situation. I too have a lien remaining on my vehicle hence the delay. My wife's TDI was paid off & she received her offer in very short order! Bridget, the vehicles with liens are being unfairly delayed. Please respond...

You are correct about the finances vehicles being on the back burner! I have had several tdi owners return their plates because their buy back is complete. It was also confirmed by a local dealer that the vehicles bought back so far are ones owned with no liens. One such owner did not even upload his paperwork until the first of November and his has already been bought back. VW is still lying to the people who drive their dirty TDI vehicles with no recourse for us. I for one will never own another one.

Docs sent to vw on 11/29/16. Told the same..should have offer letter on 12/27. Called on 12/29. No letter..no idea when letter will come. Vw is violating tge court order and the ftc is not protecting the consumer...ftc is suppose to protect consumers and people and companies who violate court orders go to prison...are we picking up on this yet???????????????????..

are TDI owners that went with law firms getting faster result than those of us who chose to follow vw instruction and go it alone?

Nope, went through a firm in Madison, WI. Submitted all my information in October, everything has been submitted and reviewed, and I have heard nothing in return from VW. 2014 VW Jetta with NOW 80,500 miles because they take forever. Financed as well.

All my paperwork got processed very quick everything within 20 days I turn my car in on December 2nd and now I'm waiting for the bank to send me information to enter my bank account for direct deposit

Consider yourself the very lucky few for getting as far as you did. Sounds like you have no car AND no money now...add this one to the endless tales of woe! My paperwork was approved and ready on October 30th per email notification by VWGOA. Hmm, 20 business days are so far gone by now. I feel just as powerless over this situation as I do with American politics! Bridget please help us, we beg you!!!

Is the government having to jump thru hoops and wait for their money from vw

Just received my official offer on my 2012 Passat and it was exactly $540 less, to the penny, than the claim portal initial claim quote, which makes this process suspect.

I received my final letter on 11/23. The offer was exactly what I had figured on the values in the court docs. Had it notarized and uploaded 11/28 for final review. Stinks that I have to continue making the payment, more so because I've already purchased my replacement.

i also purcahsed a new car and im still paying on my jetta wth

My fellow Saluki. Was your final offer mailed or emailed?

Becky Small- To be very clear:
Please stop posting the ten day processing! VW is not complying!! When we call the VW claims line they are telling us they have 20 days and there is nothing we can do about it. I filed a complaint with the FTC, but that is not going to pay my car payments. We seem to have no reprocussions. We are stuck driving cars being punished for miles and paying more payments to VW. Unbelievable.

I been getting jerked around also, phone line is a joke and the chat is also, i for one will never buy a vw or buy a vehicle from any dealer that has a vw franchise as well as other vehicle i.e. Kia, Hyundai

On October 28, 2016 I submitted all of my driver's license, registration and bank information on settlement website.
On November 8, 2016 all of my information was accepted and I was told I would receive the final offer in 10 days
On November 17, 2016 I called to check the status. The message on Volkswagon's Settlement Website had then changed to it would take 30 days to receive the final offer.
I called my dealer and begged for their help. I explained that based on the information VW originally gave me, I purchased another car. I explained because of my job I could not be without a vehicle. He said he understood and would call the dealer line. Mike from VW Dealer called me back and said that I should be receiving my offer within the next days. I was so greatful I thanked him.
On December 1, 2016 I still had not received my final offer. I called the settlement line again. I begged for help. I explained that this was financially devastating to me. I said because this had taken longer than 30 days I was paying insurance on two cars and I was making two car payments. I even told them I purchased another VW product. I begged for help. On this day the rep at the settlement told me the auditors were reviewing my claim to ensure I was getting the best deal. I told him what are you talking about. The numbers are what the numbers are. He said your claim is still being reviewed. Please note this call took place on December 1st.
On December 8, 2016 I called again. Again I sat on hold for over an hour. The rep was nice and told me that she was escalating my claim.
On December 14, 2016 I called again. This time I was told that my deal was signed off by the final auditor on November 17th. Hmm, why did the rep on December 1, tell me they were still reviewing my claim.
I hung up and called right back. This rep was short with me. She told me they are backed u and I would get my offer when I get it. I just need to be patient. I explained that I submitted by paperwork on October 28th and it was approved on November 8th. She explained to me that if you took all the holidays out VW still had time to send me the final offer.
I hung up and called back later in the afternoon. This time I begged to speak to a supervisor. I begged the rep, I said I know you have people calling you all day complaining but I need your help. I explained everything again, and after an hour and fifty minutes I was told that my claim was added to list of people who should have received their offer. She also said that I needed to schedule and appointment to have a supervisor call me back. She said that I would receive a call within 48 hours.
On December 16, 2016 I called VW Settlement again. I cried, I begged and asked the rep to please think outside the box. I told her this is my only avenue and I need you to advocate for me. I said this delay is going to be financial devastating to me. It's Christmas and I now have two car payments and two insurance payments. I said I can't afford this. I said I made financial decisions based on the information that was given to me on October 28th which was I would have my final offer in 10 days. I said you tell me my offer was signed off on November 17th doesn't that lead you to believe there is something wrong with my claim. I said there has to be a way to force the e-mail. 50 minutes later she gets back on the line and said log into your portal. She said my supervisor said they just sent you the final offer. I cried and thanked her and said you have made my Christmas. I logged into the settlement portal and there was no step 17. She said ok let me go back to my supervisor. 20 minutes later she comes back and says I'm so sorry they said they can't do anything. I said please you have to help me. She said I'm so sorry, that is why I've been gone so long. I've been trying but she said they won't do anything.
I don't know what else to do but ask the FTC for help. PLEASE HELP ME!!! I don't want this to effect my credit. Let alone all the money I am losing paying two car payments and insurance. I can't do this.

Stacey, I am in the exact same boat! I was told in October that I could expect my offer 10 days after documents were approved. My documents were approved on November 11th (just a few days after yours). I purchased a car based on the information provided and didn't want to risk damaging the VW. Now, I have two cars, two insurance plans, two car payments and have no idea how I'm going to pay for it all much longer. Had we received the right timeline from the beginning, I would not have purchased another vehicle. Thank you for going through all the effort with VW's claims line. I am sorry to hear they didn't do anything to help. Please post if you hear anything from them and when you do get your offer. I'm hoping I'll only be a couple days behind you. I'm at 31 business days since my documents were accepted.

We are in the same boat, we have been stuck on "step 17" for over a month

I keep asking to speak to a manager or lead. I have been told I will get a call back in 3 days. No call back in 3days. Called asking to manager the said they will connect me then they hang up. On my third try I was told the manager will call when ever they can and doesn't know why I was told 3 days. There are no managers in the customer service building. They are in a different building. I can't get any solid answers. One day everything is approved next day it's still being reviewed. I need answers. I need real answers. I told them their useless. Their job is to give us the run around. They said my job is to give information. I told them your information is never correct and is never the same information. I'm just going to keep calling. Trying to call the lawyers with vw. Again told to leave a message and that they will back to me when they can. It's all a BS run around. I went to VW dealership the representative couldn't get me answers either and he was walking around with nothing to do. I don't think anyone has received an actual offer letter and been able to schedule an appointment.

After about 60 days I finally got the ok to schedule an appointment for the buyback. Thing is that the only settlement dates available are over a month away - second week of February. There are about 12 dealerships within a 25 mile radius of me and it's the same for all of them. I think VW wants you to pile on the milage so they can pay you less. Crooks!

Can anyone tell me precisely what a "Proof of Government Issued Vehicle Registration is? I called twice, was put on hold to "talk to the supervisor" and after holding for a long time heard someone pick-up then hang-up the phone then couldn't get back in. I have sent them a couple of documents but they get rejected. The state of Texas says I have szent the correct documents.

I send my tag registration for 2016 and that worked

I received email notice that all my uploaded documents were approved on November . I have not heard a word since (now 12/28). I was finally able to speak with a live person (Sheryl) today on the 1-844-98-CLAIM # provided. She stated there is "no time frame" for issuance of formal offers. I asked about the 10 business days after approval of documents agreement and Sheryl stated that was never the agreement, the only agreement was that formal offers would be made by 2018!! Bridget Small, will you please comment on this statement. Thank you.

Please clarify which statement you're referring to.

VW confirmed that I'm eligible as of Nov 21....but, still no word, here on Jan 12....Is this normal-long wait times?...help, anybody

Yes I have completed all paperwork the soonest they can get my car in is the end of February ....That is two additional payments I have to make until the car is gone.

I have filed paperwork, received an email that it was approved back in September. Still waiting for offer. Car had 23000 miles, now almost 25000 miles at which point the posted offer will drop; almost paid off also. I assume they are waiting 4 me to pay it off too, to offer me less as well. Have called but, can't get thru or, they take my info and don't return call. Any suggestions?

Is the 10 days that vw has part of the court order? And after approvel we can make an appointment asap?

VW is allowed two 10-day periods.

  • After you submit your claim, VW has 10 business days to tell you whether your claim is complete. If your claim isn’t complete, VW will tell you what you need to do to complete it.
  • After your claim is complete, VW has 10 business days to review it and confirm that you’re eligible.

After VW confirms that you're eligible, you can schedule an appointment.  If, for example, you're doing a buyback, you'll be able to schedule an appointment that happens within the next 90 days.

They are taking a month to review documents uploaded and faxed. It is slow and they denied my license as it has holograms and is not legible when copied. That is the point of the NJ DL...It is not mean to be reproduced. They took a month to knock it down and I changed the format and resubmitted. Its been a week and still waiting for approval. This is a very slow frustrating process.

I've been waiting about 3+ weeks for the digitally submitted documents to be approved. It's frustrating being at the mercy of these criminals.

Although VW may have accepted your documents before October 25, VW is permitted to take 10 business days from November 1 to say whether your claim is complete.

And, after your claim is complete, VW is permitted to take 10 business days to confirm whether you’re eligible.

Bridget,

It seems that it is backwards that VW determines eligibility after documents are approved. I thought eligible cars were dtermined months ago based on model and year.

I totally agree!!! If we were not eligible a long time ago then why give us a goodwill package? They took all our infos a very long time ago... trying to just trick us so they can have more time. I think they need another lawsuit for lying. They told me 20business days from submitting the claim which i did back in october but still didnt recieved an email or mail although it was reviewed. Anyways why 20 business days?

I'm sure a ton of people share my same concern but I was told that VW was determining my eligibility on November 1st but I haven't heard anything else since then. Is it true it will take longer for those of us that have a loan through VW credit? It doesn't seem fair that they tell us 10 business days and then we don't hear back.
Thanks in advance.

I provided docs in October. Just received my reply on Nov 15th stating "We have reviewed the documents you submitted as part of your claim with reference number ____. Currently, your application contains all of the necessary documentation to determine your eligibility. We are now determining your eligibility and will inform you whether you are eligible to participate in the VW/Audi Diesel Emissions Settlement Program. Based on the ten day rule and factoring in holidays, I would assume to hear back no later than Nov 2nd.we will see...

I received that same email from them on October 31 and have not heard anything yet. Based on the 2 10 day periods I went ahead and ordered a new car from a different car maker. Because VW has been so slow and I have no information I will now have 2 car loans open at one time! When I call the claims number they just have a canned response that it's taking longer than expected and operators have no more information.

Who are we supposed to turn to for help?

i was given a care packet after i was told i was eligible, then went to activate it and the cards were denied. they have botched this whole thing, just going thru the motions to make it look like they are trying. wish i could stop payments and have them cover it.

I submitted my documents Nov. 3rd and was told it would take 10 business days to review my documents. It has been over 10 business days. Today is the 19th and VW now is telling me they have "no estimate on when they can have the documents reviewed." As others have said, isn't this part of the agreement in court? I feel left in the dark and have no idea when this will be resolved

I was emailed on 10/27 that my docs were accepted and I'd receive an offer in 10 biz days. since then ive been told>>> doc rejected same doc not rejected offer coming tomorrow if i call again theyll reset my portal, which will put me at the back of the line email coming tomorrow (10 days ago) this is beyond frustrating. I want to file a lawsuit simply on the fact that they are not in compliance with the settlement agreement!!

Just wanted you to know the claims portal have removed the words "within 10 business days" at step 15 of the claim process. They're clearly delaying and no one on the phones there even has access anymore to our actual claims. It seems the only help is to email class counsel.

A judgment is great, but enforcement is equally necessary.

It took 22 business days for our documents to be approved via upload directly to the VW Portal. We are now hung at Step 15 and VW has been ZERO help when contacted, claiming that though our documents have been approved, they must now determine our eligibility. Wait, wait, wait. I'm approved but need more approval? At what point does the FTC/EPA/CARB/US legal system determine that VW is noncompliant? How many complaints will it take before VW is forced to adhere to the schedule set forth in the judgment? Again I say that a judgment is great, but enforcement is necessary. I'll add this: It's necessary because VW has proven it's untrustworthy. Without that enforcement, the judgment in favor of the American consumer means nothing.

Regardless, with every day that passes, I'm more and more determined that I will never, EVER buy another VW product again. They're reprehensible, blatantly arrogant, openly unrepentant and in word and deed continue to show open disdain for the American consumer by failing to adhere to the ruling. Thanks, but I'll spend my money elsewhere.

Now to get rid of the blasted Audi Q7...

yes- i noticed that as well. i had captured the original wording and uploaded to another forum that I am on. Then late last week, I looked again on VW online claims portal and noticed that they had conveniently removed the "within 10 business days". Jerks.

Do they really think that deleting that part of the statement takes back the fact that they said it to begin with? This is absurd. They are taking care of paid off vehicles as priority over those that have loan/bank involvement.

Our Golf TDI is a 2015 and is paid in full. No lien holder, and our documents were approved three weeks ago. No further word from VW.

Update: Today is December 14th.....still no word from VW on an offer. It has now been 5 weeks since docs we were approved and no further word. The Diesel is paid off so its not complicated.I have already bought a new VW with a $600 payment that I would like to get rid of if we could get our buy back completed. This is absurd!!! I am a fool for buying another VW.

I submitted my documents in October and they have been under review since nov 3rd. They are well passed the 10 day requirement they gave me. I called them and they won't give me a timeline on the phone when this will be resolved.

I too am still waiting. I sent all forms 2 months ago. Meanwhile I am still putting on themilage. Is that what they are waiting for? More milage means less money. That's bull. Come on. We need enforcement. We need help.

It has been 16 business days since I received the email saying my document were complete. Not exactly what I expected from this. Why are we being made to wait? What kind of professional BS is this?

My documents were accepted on Nov.2 and the portal indicates that they are determining my eligibility - now December 8. No information on claims phone line or FAQ in portal. Is there any re-dress?

Thank you Bridget. When they aren't complying what do we do? My documents were accepted 11/1. And nothing. And all I am told is to be patient by VW reps.

All my documents were approved the same day I uploaded. That was 5 days ago so we will see. Has vs actually bought any of the vehicles back yet or is every one in limbo at the moment?

I submitted our documents on Oct 4th and they are still under review.

Right there with you all I called the other night and got a big run around saying they have 20 business days to review the documents then you will get a letter to sign and notarize then turn back in. my question is why did that put this claim website out there for us to submit documents if they didn't start looking at them until Nov.1st. Very frustrating as you are trying to line up buying a replacement but don't know if it's going to be one month or 6 months. Seems to me they need more resources/people to expedite this process

I submitted my documents on the first day that it was possible. That was back in September. I called on November 1st and was told that I had made it through the first review for eligibility but that VW had a third party reviewer to ensure that the data is valid-yeah. I feel like we are all getting the run-around. How long can they possibly string us along?

Under the FTC Order, a Court Appointed Claims Supervisor has certain power and authority to monitor VW compliance with the settlement process, and shall review several aspects of the claims administration process.

If one received a "goodwill" pkg worth $1000 from VW why would VW need 20 days to decide whether that person was eligible for buy back, they already had our pertinent information. Now they need to do it all over again. The goodwill Pkg didn't take 20 business days. They already know who is eligible!!!!!

Because your status may have changed since the goodwill package was given. The car may have been sold or damaged or is otherwise undriveable etc. This is huge money and remember they are processing hundreds of thousands of cars. I hate VW (but love my TDI) like most of us do, but we have to cut them a little slack on the enormity of the task they are undertaking. That said, I will never own a VW again when this is over. Never.

Looks like your are busy.
My complaint is that the offer letter clearly states in paragraph #1 that you are to return BOTH the signed offer form and the signed release. I did so and now they are asking for all 7 pages of the offer to be returned. I have done that twice and am still waiting. My title, license, and registration were submitted 10/12/16-accepted 11/2/16. Email indicating offer letter was available came on 11/16/16, but the letter was dated 11/7/16 (9 days earlier??) The website said nothing about sending all pages in one document so on my upload I did not get the opportunity to send a second page. I subsequently Faxed two pages and had since sent all 7 pages twice. Who can solve this problem? I would like to see who tested their website for user friendliness. What a joke!

I waited over 3 weeks with multiple calls regarding the portal not working for me. As I had already started my claim could not start over. Every call was answered with "it will work within 48 hours". Ha, finally started a new claim with a different email. Now, I have faxed twice and uploaded twice the offer letter. The first fax was only 5 pages, didn't realize I needed all 7. Evidently they didn't like my uploaded docs either, was told they couldn't read the barcodes. So, after those two tries have now faxed again. Have not heard a thing and the portal says waiting for fax. Ugh. We bought another car the end of October under the illusion that VW would be buying back immediately and we could not be without a car.

Bridget FTC - Is it apparent to anyone at the FTC that VW is failing to live up to the court requirements. We are all sitting here well past the time frames given to VW to make this happen. Who came up with the 10 days/10 days if no one was going to live up to it. Sad for VW and the FTC

Yes this is a totally unprofessional. One calls and gets someone who barely speaks the Kings English. And then they snicker and laugh just to add insult to injury. Trust me, if you get someone in Auburn Hills, MI , you know what I mean. I hate these criminals more than ever now. so good luck with my "loyalty" moving forward. NEVER AGAIN!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

I am in the same boat. Uploaded all the required docs and each time I login to check, it still say "Under Review". Was really hoping that I could use the Nov and Dec payments to put towards a different car, but I see VW is slow walking us all. Real bummer for sure.

I am not really that upset about making more payments. The amount of the buyback isn't really going to change, so the more that I pay the car off, the more cash I will receive at buyback.

You are correct, your payoff will be less, but if your mileage is over the standard, the amount of buyback could change because your car will have more mileage on it, from when you originally sent in your forms.

I was told we would not be penalized for an overage in mileage. Hope it's true.

Point 22 in the Long Form Notice VW sent you says that continuing to drive your car an average of 12,500 miles per year (around 1,000 miles per month) or fewer will not reduce your compensation under the Class Action Settlement.

Additionally to making more payments, means more interest from all people turning in their vehicles. It is in the best interest of VW to keep stringing us all along for as long as possible, because the amount they give us doesn't change, but the interest we pay each month doesn't either. The longer the wait = the more VW banks! Where is the motivation to move VW along? I have yet to see that!

I submitted my claim on 10/6/2016. Since I 3x's received a paper with info re: how to submit. I even have a claim #, yet I have not received any further information nor can I seem to find anything further re:when to expectt settlement. It was to my understanding ALL would receive retribution in addition to our settlement???

It's been three weeks since I submitted the required documents to VW. when I login to the claims site my status is - Document received and under review. Any I idea who I contact to see what's going on?

I called (1.5 hour hold) and VW told me they use a third party to verify the documents and that it takes 4 weeks. From then, they said it could take 10 days to receive an offer. I called the judges office to complain. I submitted my documents on October 10th. Its November 18th.

Bridget Small is just another government talking head. VW paid off the judge to approve this farce and all of the supposed tough lawyers in America ran with their tails between their legs. Working class screwed again.

Dear VW junk, I am a real person working in a federal office building in Washington, DC. I'm part of the FTC's Bureau of Consumer Protection.

The FTC obtained a settlement that provides $10 billion dollars to owners and lessees of certain VW vehicles. It's the largest false advertising case in FTC history. I'm sorry you aren't satisfied with the terms of settlement. If you're a member of the class, you can contact the class action attorneys, whose contact information is provided in the Long Form Notice VW sent you.

I mailed all the documents by USPS, regular mail. I am not rushing VW, but would like to know if Auburn, MI has received my mail. I did talk to a live person after I completed the questionnaire and he agreed that USPS was a good way to return the documents required. I am patient and know it will take time for me to have VW buyback my '12 Jetta TDI. I just want confirmation that they have received and approve my documents. Then the process can continue. I have 61,000 miles on the car, and do not want to go over the estimated limit of 65,000 miles. They estimate I will be paid $21,130 for my sport/wagen. Any help or better information will be greatly appreciated.Jim ,Centreville, VA 20120.

It's not a matter of not being satisfied with VW's settlement. I am sure that it is the fact that VW is in complete violation of the settlement. The company has busted every time line set forth in the case and their only excuse is of the high level of buyback participation. If the company had an estimate of how many were taking this action, agreed to this settlement, and has the money in escrow, why is it that they can bust the contracted time lines without any additional penalty or restitution to the owners who are still held to insuring their vehicles? How is it that there was no clause in the settlement to hold them true and faithful to what was settled. How can you claim this a victory for the FTC when nothing was won. The company hasn't done anything nor has the FTC beyond the original case. THANKS...

@ Bridget Small - as a follow up to my earlier post, my passat has 19,635 miles on it. Once it passes 20,000 miles, I loose $1,000 due to mileage. There is financial gain (albeit reducing the amount they have to pay) by prolonging this process. We as consumers are directly suffering the result. Anything that can be done here?

Bridget I have the same problem. Nj licenses have security to prevent good copies. I submitted my license as a picture got rejected. Sent again rejected. Sent 2 more times as a PDF. both rejected. Sent as a fax yes rejected again. In the mean time my car broke down 1000 miles from home, waterpump leaking. Got fixed at Savannah VW. A week after repair check engine light relit. Still on business trip sitting at Savannah VW as I type this. I submitted my first paperwork the day the Web portal came online. My car should have been returned already. Now I have 2 repair bills 3 hotel nights and 10,000 more miles on car. Who's going to reimburse for all additional expenses because of their ineptness. Called the help line and was on phone over an hour. No help at all. Contacted FTC still waiting for a response.

Bridget the settlement does call for VW to pay interest on delays. When and how do we get that interest from them???

The longer they wait the more miles you put on your car and the less they have to pay you. We are getting screwed a second time,

not only more miles, but they hope you total the car, car breaks down and would cost a fortune to fix it and you decide not to fix it. Both of these things, then they would play less money.

I have submitted all my documents to VW prior to Oct 25. and i still get the same status on the portal. Whatever your saying is not accurate about the two 10 business days. I'm pretty sure i'm no the only one who's been waiting for longer than that.

I am in the same situation as everyone. From reading this blog and all the information I have received, this what what I've
1. The court order states the first step begins on 11/1. So they have 10 business days to provide you some response. I submitted my documents on 10/4. On 10/24 they responded that my application contains all the documentation. So if the court states 11/1 to process, thenot my 10 days have past even if this means business days. I still haven't heard anything. But the next steps is getting the offer. Why are we still waiting if it's going to be 2 10-day time frame. It's getting annoying, interest rates are increasing, and it seems like they are dragging this procedure.

I submittedmy claim online back in october and they told me 20 business days and now its november 21st! They told me to count 20 business day from first of november which doesnt make sense! I just read they actually have 10 business days! I still didnt recieved any papers to get it notarized! I think they need another lawsuit for letting us wait this long when people still need to make car payments on their loan!

If you have submitted your claim, VW is permitted to take 10 business days from November 1, 2016 to say whether your claim is complete. If your claim isn’t complete, VW will tell you what you need to do to complete it.

After your claim is complete, VW has 10 business days to review it and confirm that you’re eligible.

Hi Bridget, My claim was complete on on November 2nd, containing all the necessary documents according to my email from VW. It is now November 22nd (20 days) and no word. How is VW being held accountable for their continued deception?

The days that are counted are business days.

Bridget, my claim was complete and waiting for eligibility on Nov. 1st. It has been 15 business days and still no movement. Nothing but runaround from all of this.

My Documents were submitted on the 23rd of October and I received a email on 28th stating that my application contains the necessary documents. Since that date nothing.

Bridget...do you own a TDI?
Has anyone @FTC filled out the 24 pages? Filed a claim?...or called the settlement center...and waited...waited...and waited...wasting time and money. Are you still driving your car, paying $100 a month insu rance,knowing you will loose your shirt if you get in an accident due to the depreciated value caused by this scandal? If not...i think you should!
Maybe a bit more hired help from the FTC and VW please? If VW had hired 1000 helpers...each would be responsible for 480 claims! No wonder we are all frustrated...and at wits end. This whole deal and process could have been simplified. Please...help get this case reopened...and demand VW to conform in a timely manner. I bought my car 4 weeks before the scandal broke. We are stuck paying payments/ insurance on a car i cant sell. Enough is enough! How about some real help? This retribution process is a diaster...

I was notified on the portal that my claim is complete. I have waited 13 business days so far and was advised by VW that they now have up to 20 days. The statement on the portal was just changed and now doesn't give a timeline.

My claim has shown as having all necessary docs for 20+ days now. I heave heard nothing more. This is ridiculous and another case of cheating on the part of VW. Who is here to fight for us consumers?

I uploaded our acceptance document and it closed the portal before I uploaded the notarized letter. So, I called -- they said they would reopen the portal -- I have now called five times -- Then today (6 days later), the supervisor said that every time I call it pushes the wait time three Business days so they will not do anything more -- even though it was just an inquiry. DON'T Call -- makes it even slower. Also, had to make my last loan payment, so now my documents are probably all wrong -- so now, final offer is wrong. Will have to upload title but am afraid to do anything when the portal is finally re-opened. Plus, it will put me back in longer que. THIS IS HORRIBLE business practice. I feel sorry for the claim reps, but VW has put them in a terrible position. They say they have NO Phone number for VW directly. LIES.

Hi Bridget,

TIMELINE -----------------

When you say they "10 business days to review it and confirm that you’re eligible", that is not what we are being told by VW at 1-844-98-CLAIM. I have been told on multiple phone calls that "there is no timeline". And that they have until "December of 2018". There is a HUGE disconnect from the information and timeline you are providing, and what we are being told from their phone support. I uploaded my documents over 7 weeks ago. They last updated my status over 5 weeks ago.

BUY BACK OFFER AMOUNT ------------------

Several people have commented in this thread about receiving offers far lower than originally estimated in court documents. What action do we take if our offer is far lower than originally estimated? Thank you for you time and help getting answers.

You can use the FTC's charts or the charts provided by VW to calculate a buyback amount. If you don't agree with the amount stated in the offer, you can discuss it with VW. You have the option of filing a complaint with the FTC at FTC.gov/complaint.

Thank you Bridget,

What about the processing timeline?

I called them again today just now (over 8 weeks waiting for offer package) and they still insist that they do not need to follow a 20 day processing time. And that there is "no timeline for receiving an offer package".

Is it true that they do not need to follow any court determined timeline for processing our claims?

My claim was complete and all of my paperwork was accepted on 10/29. I have received no further word from VW and this morning I was told that it could take "longer" than 10 days, but he wouldn't give me any kind of estimate of how long it would take.

We have two TDIs. For our first car (on which we aren't making payments), I received the offer letter within the 10 day period. However, for the second car (on which we are making payments), it has been nearly 20 business days and I have heard nothing from VW.

This is another false and misleading statement by VW. I have heard that no one who is making payments to VW credit has received their offer yet. They cannot force us to keep paying for these cars for months.

Please advise what the FTC will do about this.

got email saying my claim was complete on October 25. Was told should have offer on or before 11/7/16 it is now
11/21/16 and still haven't gotten anything from VW .

The 10 day window for VW to determine my eligibility has long passed (its 18 business days from email stating my claim was complete and 15 business day from Nov 1st) so why have I not heard from them? Who can I contact to get an update? When I call they say they are no longer connecting to people, just a repetitive voice message saying that due to large volumes of claims, things will be delayed. This is beyond ridiculous and as many others have stated VW has forever lost my loyalty/business due to the complete and total disregard for me as the consumer.

I just wanted to let everyone know that when I called the representative said that VW has 20 businesses days to respond - so in their mind they are in compliance if they respond by the 29th. (They also said the clock didn't start ticking until November 1st - according to the agreement. This IS NOT the agreement as stated by Bridget numerous times. There are two 10 day periods. Because VW approved our claim November 3rd they have 10 days to determine eligibility. They are way past the 10 days. This process is very frustrating.

Bridget, i submitted my claim as soon as the portal opened, and uploaded all the required docs. VW responded saying the docs are correct and will determine eligibility and respond in 10 business days. That is now 22+ business days ago and still no offer letter as promised. They have now removed the 10 day language from the document upload area as of this morning. When can we expect to receive our letters? 10 business days is not 22.

When did 10 days turn into 4-6 weeks? I got my document approval on 11/5 after submitting on 10/14. I expected an offer by now (11/28--16 business days). I called today and was told it could be 4-6 weeks. If they are required to have an answer to us in 10 business days, what happens when they don't? They don't seem concerned nor do they have answers, but I am in limbo and cannot get a new car until I sell this back, plus it needs an oil change!

I called today. My documents were approved 11-11.....it is now 12/1 and no offer. The representative said I should have my offer any day now. I asked him onc I submit the offer how long does it take for them to accept it. The rep could not provide me with and answer. However he did say once they have the 7 page offer signed, returned, and verified it could take up to 90 days to schedule a buy back appointment. Good luck selling our cars back before summer.

My documents have been accepted and now are waiting review by the auditor. What is the timeframe, as spelled out in the agreement, that VW has to get me my offer? I have heard 10 business days, 20 business days, a month, and even was told as recent as today that they have no idea and are not able to stick the constructs of the time frame set out in the decree.

That process is not happening. I am way beyond those two 10 day periods and no sign of an offer.

I submitted all the docs and received the verification email that VWgoa on 11/10/2016, stating, "your application contains all of the necessary documentation to determine your eligibility." I called today to inquire on the next step. The person stated, "as of 11/22/2016, we have all of the information needed to proceed." However she said they were overwhelmed and would not commit to a response timeline. Forgive me, but I haven't read the actual approved settlement, but aren't the timelines you indicated mandated by the settlement? If so, is there any recourse for consumers should we be put on hold indefinitely?

Not true. I have uploaded my notarized offer letter, which VW acknowledges receiving; however, more than 10 days later, I am still waiting to schedule appointment. Here's VW's exact response:
Thank you for submitting your offer letter. Next, we will review your signed offer letter and release to ensure that you have provided all the necessary information to complete your acceptance of our offer. We will contact you regarding next steps after we have finished reviewing your offer letter and release.

Well Bridget please explain to me why we have not heard anything about our claim since we submitted all of the information requested in October? We are well over 30-days now waiting to hear if we are approved. This is a disservice to us the consumers who purchased their product. I can tell you that I loved the product, however after the disrespect they are showing us as customers it will be very hard for me to place confidence in purchase from them again. I really wanted to replace my Passat with a gasoline version but after this I cannot convince my husband to do so and I don't think I will even try. You all are putting those of us that need to drive two vehicles in a bad spot because we cannot add more miles on from what we reported. Therefore we have to compromise on what and how we get tings done in our daily lives.

We have seen these tactics before and have dealt with this rom a mortgage servicing company who stole money from us and even whe we could prove it they refused to reimburse us. We were finally able to get away from them and months later they started going down the tubes, they lost stock holdings, closed down many locations, etc., I say this to say that the biblical statement is has always and still is very true. "You reap what you sow" What goes around comes around. They would not loje it iif the shoe was on the other foot. We did not ask for them to sell us a bad product, especially one that they knew was bad from the get go. All I am saying is fair is fair make things right "Now". That is all we are asking you all to do.

Bridget - my 20 business day period expired on November 18, 2016. I've been trying to contact support at VW with no response. Each time I speak to a representative, who told me a supervisor would contact me within 72hrs. Well, I've reached out three times...still no response from a supervisor and it's been at least 20 ADDITIONAL business days. The last time I spoke to someone they had the audacity to tell me to stop driving my car! How is this process going to be resolved? I would like some response immediately.

The business day count started on November 1, 2016. By November 18, only 11 business days had passed (when you account for Election Day and Veterans Day.)

A lot of people have had trouble getting phone calls returned, and are frustrated too. You can keep calling, or call earlier or later in the day and try to get a better response.

Did you know that Point 22 in the Long Form Notice VW sent you says that continuing to drive your car an average of 12,500 miles per year (around 1,000 miles per month) or fewer will not reduce your compensation under the Class Action Settlement.

Since when is Election Day a federal holiday?

Does anyone really think that the FTC complaints are doing any good? Bridget keeps responding with the same wording from the settlement timeline, but obviously VW is not following it and they will never be forced to pay us the penalties for not following the timelines. No one cares that we are getting unjustly stressed and paying insurance and interest on a car that is just sitting in the driveway. VW caused this mess and are not remotely caring about us. And the lawyers, I'm sure got their money, so what do they care. I guess there isn't enough money for these lawyers to go back to court and make VW do the right thing according to the settlement timelines.

Bridget - This is a line of crap. My paperwork was uploaded and accepted on the portal in early October and now it's December and I have yet to receive my offer paperwork or any correspondence from VW. There should be another class action suit just for their disrespect of their customers!

I was notified that my claim was complete on Nov. 1, but since then I have not heard anything. That is well past all time frames. The FTC should be looking out for us consumers and not the cheaters!!

I have completed all documents and also received an email from VW confirming my eligibility. Called the dealership wanting to set up appt for emission to be fixed, and they told me I have to wait til I get the paperwork in the mail. I have been waiting since September. This is rediculous Never buying another VW

I am still waiting. All paper work complete. When I called they have now extended the process to 30 days!! 30! The VW rep stated they are overwhelmed with requests and are doing their best to process all claims as quickly as possible. Meanwhile no one is getting paid. We have to keep making payments and paying our insurance. Shameful

Does the 10 days to validate a claim start time limit start as of yesterday, or as of the date you submitted your documentation? If the 10 day timeline started when documentation was uploaded, then VW is not keeping with the consent order.

The court approved the settlement order on October 25, 2106.

Now that the order is approved, after you submit your claim:

  • VW has 10 business days to tell you whether your claim is complete. If your claim isn’t complete, VW will tell you what you need to do to complete it.
  • After your claim is complete, VW has 10 business days to review it and confirm that you’re eligible. Then, you can schedule an appointment.

I have uploaded all my documents and received the following notification on Oct 26 - "We have reviewed all of your documents. Currently, your application contains all the necessary documentation to determine your eligibility. We are now determining your eligibility and will inform you whether you are eligible to participate in the Settlement Claims Program and, if applicable, will provide you with a final offer, within ten business days."

It's been more than 10 business days since this note. What recourse do I have?

Where do you get the FInaanical Consent forms??????????

How long after receiving word of eligibility are appointments being scheduled? Is there a 10 day limit upon receipt of motorized documents for this function to be executed? Also, what if VW does not comply with the 10 business day to determine eligibility? Has anyone had this occur... currently on day 11

Bridget, thank you for you comments and input. I think the question we are all trying to answer is, when the "10 day" waiting period has expired and we have heard nothing, what recourse do we have? Calling the claim number does not suffice, this is a 3rd party call center that really does not know what is going on.

on Oct. 27, 2016 I received an email stating, "We have reviewed the documents you submitted as part of your claim with reference number 16xxxxxxx. Currently, your application contains all of the necessary documentation to determine your eligibility. We are now determining your eligibility and will inform you whether you are eligible to participate in the VW/Audi Diesel Emissions Settlement Program."

Logging into the portal confirms "We have reviewed all of your documents. Currently, your application contains all the necessary documentation to determine your eligibility. We are now determining your eligibility and will inform you whether you are eligible to participate in the Settlement Claims Program and, if applicable, will provide you with a final offer." All 3 documents state, "Document complete." Today is 11/28/16 which is 22 business days from 10/27/16 and 20 business days from 11/1/16. No further reply form VW. I'm furious. Like the others, I too owe on a loan for this car and have made 2 additional payments while waiting for this scandal to resolve. Are there any other actions we can take, legally, to force VW to comply?

My documents were accepted in early November and 10 Business days passed on Nov,14, to determine eligibility. This process seems very slow and unfair.

This is what I received from VW on OCT 28. Haven't heard from VW since. "Currently, your application contains all of the necessary documentation to determine your eligibility. We are now determining your eligibility." WAY passed 10 business days. What is taking so long?

I am so tired of your canned responses Bridget Small! You have typed the same thing before when asked about VW missing their 10 day dead line: "The court approved the settlement order on October 25, 2106.

Now that the order is approved, after you submit your claim:

VW has 10 business days to tell you whether your claim is complete. If your claim isn’t complete, VW will tell you what you need to do to complete it.
After your claim is complete, VW has 10 business days to review it and confirm that you’re eligible. Then, you can schedule an appointment.

HERE is our problem, (our being the 455k VW drivers who as of the 30th of NOV have not heard from VW with an offer sheet to sing and send back and then wait another 6-8 weeks even though the court order says 10 DAYS) is what is the court and FTC doing about VW not doing what they agreed to in the settlement in the timeframe agreed upon? Do we the consumer get extra compensation compounded daily? Do we get you posting the same from you again.....

Volkswagen America has failed again and again to perform under the agreement with the court. It is time for the FTC to step in and take action.

That's just it Bridget. We have all filled out our paperwork. We have all called just to get the run around. At what point will be be held accountable? I was told that I would receive an offer letter no Later than dec 20th. Well that day has gone and so has the next and still no offer letter. I am just beyond frustrated that the us government isn't doing more about this!!! Why are they not being fined for each owner thatbis over that 20 day mark? Maybe then they will pull their heads from their you know what and start processing there buybacks. I hope no one ever buys from vw again! I know I won't ever what a sad product and even sadder customer service!

Bottom line how long to get our money back???

I submitted all of the required documentation on Oct 11. Status has been in review since then... It is now over the 10 days. What is the penalty to VW for not validating this within the 10 days?

When you submitted documents on October 11, the Court had not yet approved the settlement.

The requirements for reviewing claims took effect after the court approved the settlement on October 25, 2106. Now that the settlement is approved, after you submit your claim:

  • VW has 10 business days to tell you whether your claim is complete. If your claim isn’t complete, VW will tell you what you need to do to complete it.
  • After your claim is complete, VW has 10 business days to review it and confirm that you’re eligible. Then, you can schedule an appointment

What if the first 10 business is past as well as the next ten business days? Is the FTC holding VW to their timelines? This is ridiculous.

Sent all signed and notarized documents to VW ON 14 Nov. VW said they had my documents the same day. It is now 12 business days and have called VW several times and they have no answers. Have also filed two complaints with the FTC. PLEASE MAKE THIS STOP.

They approved my documents Nov 7th, I am still waiting 24 business days later, I have called they said maybe 3 more weeks. This is a joke!!

Can you please be more specific? The previous question was direct. When does the 10 days begin to run? From your answer, it appears that VW isn't required to do anything until November 4 at the earliest, even though my documents were submitted online more than two weeks ago and are allegedly still "under review." When MUST VW notify owners that the claims are complete? November 4 (10 days after October 25), or sooner?

The requirements for reviewing claims took effect after the court approved the settlement on October 25, 2106.

Now that the settlement is approved, after you submit your claim:

  • VW has 10 business days to tell you whether your claim is complete. If your claim isn’t complete, VW will tell you what you need to do to complete it.
  • After your claim is complete, VW has 10 business days to review it and confirm that you’re eligible. Then, you can schedule an appointment

Bridget Small: It seems that you may be missing a step here: After VW has determined a claim is eligible, VW sends a Final Offer Letter with a Release of Claims that must be signed and notarized. Once complete, It can be uploaded on the claims website. But that document has to be reviewed by VW, as well. Only after they review and approve that document, can an appointment for buy back be scheduled. Please update your responses with the correct information.

Ms. Small It seems you are repeating yourself. I submitted my claim on Oct. 27 and was told all documents were accepted and they are reviewing eligibility on Oct. 31. I STILL HAVE NOT HEARD ANYTHING (today is Nov. 16.... 12 business days)

I agree with others here that we are continuing to be taken advantage of. We cannot afford another car payment to replace this one. So we continue to drive our tdi which will lower our buyback amount. Most tdi owners bought this type because they drive A LOT! And the mpg's are good. They are intentionally screwing us for using these cars for their purpose.
-Why is there no compensation for all the extras we bought when we bought the car?
-Those of us who bought a tdi within 1 year before September 2015 are really hurting. We will only be receiving $2,000 when all is said and done. RIP OFF!

FWIW - Today, (on the tenth business day after I submitted my offer letter) I received: 'Your offer letter has been accepted. The next step in the process is to schedule an appointment with a Settlement Specialist to turn in your vehicle.' I was able to schedule an appointment ~11-20 business days out, much better than the 90 days I expected.

I uploaded my notarized offer letter 3 days ago and received an email today to call the hotline or click on the "chat" icon, which was not there, because I was missing something. I called and was told I needed to put the claim number on the bottom of each page of the offer and release and upload again. I will be so happy when this process is over.. So add your claim number to the bottom of each page.

UPDATE: DO NOT PUT YOUR CLAIM NUMBER ON THE BOTTOM OF EACH PAGE.. INCORRECT INFORMATION. Apparently, there was a problem with my printed and scanned pages, because the pdf of the offer is 8.3" x 11.7" the bottom line where is has the VWGoA ... and page number were not showing on my scan/upload. In adobe you can click the radio button that says Shrink Oversized Pages. Then the very bottom line will print. The woman told me today, she is not sure why I was told to put my claim number on the bottom of each page but I should not do that.. So watch your printing and scanning to make sure you have every word.

According to the canned response, It doesn't matter if you submitted your claim on the 10/11/2016 date that they requested it by email. They did not go on the court timer until 10/25/2016. They have until 11/4/16 to tell you if they need more info or if your claim is complete. If your claim is complete on that 11/4/16 date, they get an additional 10 days 11/14/16 to schedule a date for the buyback which could occur within 90 days. It could be as late as 2/2017 before you see a buyback. That would be 3 months of expenses related to your TDI and adjustments for putting miles on it as I read above. Meaning your buyback price could vary at the meet and greet if you exceed VW expected miles. In other words based off the letters they sent out the discourage you not to drive the vehicle. This is fair right?

Please note that VW 10 business days to tell you whether your claim is complete and, after your claim is complete, 10 business days to review it and confirm that you’re eligible. 

I have been told my claim is complete on the Oct. 18th. I assume VW has until the Nov.4 to confirm I am eligible. Will our notification be with email or mail. I have payment due the 10th on my Jetta. Also if vw does confirm within 10 days what do we do?

The court order that confirmed the settlement and buyback procedure was approved on October 25, 2016.

Now that the settlement has been confirmed, VW has 10 business days to tell you whether your claim is complete, and, after your claim is complete, 10 business days to review it and confirm that you’re eligible.

Please watch the videos and read the information at vwcourtsettlement.com for more detailed information.

Bridget Small stop posting the same statement. We get it, VW did not let me take my Passat TDI and the wait 10 business days to decide I like it and then another 10 business days to let them know that I was looking for a loan and the up to 90 days actually come up with the money to pay for the car. Why would they be allowed to do this to us? Why did the FTC allow them this latitude in the final negotiated deal?

Just out of curiosity how many pepper have put upgrades on there cat such as rims, stereo system, lights, any and all extras? Yes they ate taking forever but maybe this is giving people enough time to remove all their extras, from my understanding as long as your car runs when you bring it in your still going to get the same amount. Remove your seats im sure u can sell them for more than ur monthly payment then u wont be waiting on them. It is what it is. You cant win them all so golden rule, do unto others as done to you. They screwed you return the favor

Castilloalex- if you leased, you will only get yourself in deep financial debt if you dismantle the car. Per the lease terms- you're still obligated to turn in a pristine condition car. If your tires are below tread regulation- you have to get new tires. I have two panels screwed up that I am getting dinged for (already had my return inspection done)..and VW has a return fee I have to pay. Not to mention, my return is already set for December so I am getting extra screwed. No true "early return" for this horrible leased car.

Screwed - we have a lease we need to return as well. Did they dealership charge you for going over on mileage also? And did I read correctly that you were penalized for the early return?

For information about your lease termination, please use the information on vwcourtsettlement.com, contact VW and read the  Long Form Notice VW sent you.

Bridget, My documents were denied for expired registration. I reviewed the long form notice via vwcourtsettlement.com. The document clearly advises what is required depending on which situation applies to you. Our VW is a lease financed through VW credit.

After following the documents, it clearly states what areas of the documents requires my attention; 1,2,3,6 and 9. No where in the sections mentioned above for those with leases through VW credit require registration just simply government issued ID. I would like to know how they can legally deny me for a document that is not required by their own policy?

I did call and request a supervisor but doubt I will receive a return call. The rep I spoke with argued with me that she could not locate anything that pertained to such information. I literally walked her through how I obtained the information in which she replied that they still need a valid registration. The car has been storage and is indeed expired in terms of registration but lost as to how they can deny?

A lot of people have had questions about whether they need to provide a current registration.

Staff carefully monitor the complaints people submit to FTC.gov/complaint, and, when appropriate, will raise issues identified in consumer complaints with VW, the claims supervisor or the Court. You can submit a complaint at FTC.gov/complaint. On the first screen choose Other from the list on the left; on the second screen choose Automobile. Keep going and give as much personal information as you choose. When you get to the text box that lets you tell the story in your own words, include the words VW and diesel.

Adebra can you tell me when you did your claim form? I did mine on Oct 11 and it still says documents under review...

Although VW may have accepted your documents before October 25, VW is permitted to take 10 business days from November 1 to say whether your claim is complete.

And, after your claim is complete, VW is permitted to take 10 business days to confirm whether you’re eligible.

Every day VW rolls the money the more interest they make. In total over the past year they have probable made up most of their outlay.

I have submitted all my documents prior to Oct 25. It is now 17 Nov 2016 and still not found out whether i'm eligible or not.. According to the portal they are reviewing my docs for eligibility. This is terrible.

Bridget you keep repeating the same information and yet we continue to tell you that VW is not complying. What is being done about this? How long is the FTC going to allow this to continue? And how we as consumers being screwed over launch an official complaint. Last I checked your worked for us and not VW

I submitted mine early October. I pulled up the website at the end of oct and it still said docs under review. It now says "We have reviewed all of your documents. Currently, your application contains all the necessary documentation to determine your eligibility. We are now determining your eligibility and will inform you whether you are eligible to participate in the Settlement Claims Program and, if applicable, will provide you with a final offer, within ten business days." No email telling me that it was at this step of the process. I actually spoke to a person to find out more info, but she put me on hold and never came back on

So after claim is complete you can schedule your appointment? Now is that with vw claims or you can imeaditaly call dealer and make appointment to bring car down?

After your claim is complete, VW has 10 business days to review it and confirm that you’re eligible.

After VW confirms that you're eligible, you can schedule an appointment. Please watch the videos and read the documents at vwcourtsettlement.com for more detailed information about the buyback process.

Bridget - your information does not match what VW is actually doing. You cannot schedule an appointment until you have returned your signed notarized final offer from VW. VW says that it will take up to 30 days for them to actually send the final offer to you. Who knows how long it will take for them to actually verify that the document is signed and notarized. VW is dragging this out way too long. Please look into this. This slow process is just adding insult to injury...

I had the same issue. Except mine today was I finally received the offer packet, and the date at the top of the PDF was November 16th, but I just received it via email today November 26th. Kind of BS that it took them that long to send out a presumably already done offer. Of course, they are probably waiting so they can get at least 1 more payment out of me too. What a joke. There is also no clear information on how long VW has to approve your "approved/notarized" documents when you upload. Sadder yet, there are many sketchy vw dealerships that have been scamming people into new cars as early as August promising the settlement money in November. At least I wasn't dumb enough to fall for that.

I received mine well and wonder how long for them to "review" my notarized docs. I just want this to be done and over. I want to buy a new car and take advantage of year end sales, but between approval and setting up appointments, this thing might drag on until Spring. I'm afraid to commit to another car payment and end up paying on 2 cars. VW needs to be held accountable for their lack of response and timeliness.

Bridgette, and above... Is there a "under review" standard answer on how long documents will be reviewed for final offers? While I am in the same boat as many of the complaints above, I can wait... but it appears Volkswagen is far outside of the court ruling in terms of time frames to respond. Is there any FTC recourse outside of online complaint filing?

I'm stuck with 2 payments as I couldn't go over the miles so I bought a new car. They didn't give me the $1500 trade in even though they are getting my vw as a "trade in" per their own letter because VW isn't quick enough doing all of this. They said I have to buy a car at the time of turn in, so screwed out of that. Plus they didn't transfer my plate either. I'm so tired of all this, I hope they hurry up, I don't like making 2 car payments!

Pages

Leave a Comment

Comment Policy

Read Our Privacy Act Statement

It is your choice whether to submit a comment. If you do, you must create a user name, or we will not post your comment. The Federal Trade Commission Act authorizes this information collection for purposes of managing online comments. Comments and user names are part of the Federal Trade Commission’s (FTC) public records system, and user names also are part of the FTC’s computer user records system. We may routinely use these records as described in the FTC’s Privacy Act system notices. For more information on how the FTC handles information that we collect, please read our privacy policy.