My experience with VW rust warranty
Just wanted to put this out there, for other owners who might be considering filing a claim under Volkswagen’s corrosion warranty.
I purchased a VW golf (MK6) from my brother in law, who owned the car since new. It had some bubbling under the paint on the front edges of the rocker panels, and on the rear quarter panels. Aside from the rust issues, I actually really like the car.
Knowing the vehicle still had corrosion warranty based on the owner’s manual, I went through the claims process. Here’s how it went for me.
I sent pictures to the local dealer warranty department, and the admin responds via email and says “looks like all the usual areas” and tells me I need to bring it in to have it looked at during regular business hours.
I take a day off, clean and dry the car, and drop the car to be looked at.
The dealer takes pictures and advises I need to visit one of their preferred body shops, who will prepare an estimate for the claim.
I go to the body shop, the estimator looks the car over and tells me he has cars in the shop of the same age with what looks like exactly the same issues, but he can’t control what VW approves or denies.
The dealer submits the claim, and I wait months for a response.
The response comes in. They approved a fender and lift gate spoiler replacement, which had rust so minor I barely even was aware it was there. VW denies the quarter panel rust because the rear bumper cover is dented and apparently shifted (I’m ok with this, I don’t see how it could be a cause but at least it’s a reasonable out for them). They also deny the rocker panel rust, due to “accumulation of dirt or ice, and improperly fitted/displaced mudflaps”. I’m confused by this, since I know the car was clean when I took it in, has been maintained, and there is nothing wrong with the mud flaps (they are OEM).
I contact my local dealer, who tells me the decision is 100% final, made entirely by VW head office, and they don’t know how the decision is made. They send me the pictures they submitted as part of the claim and tell me to contact VW.
I go to two separate body shops (one of which is a VW approved corrosion warranty shop) and ask them what’s wrong with the mud flaps, and to do an estimate to fix the rockers at my own cost. Both advise that I would be crazy not to contest it with VW, since they can’t find anything wrong with the mud flaps or an accumulation of dirt.
I email VW customer care and request an explanation on the mud flap and dirt, wait weeks, then they send me an email exactly reiterating the original claim decision with no more explanation.
I respond, asking for futher information on what is wrong with the mud flaps. I send them a TSB I found that indicates the car has a defect causing rust in this area, as well as another owner posted thread online of similar damage getting fixed. I get no response, not even the usual confirmation I emailed.
After waiting a while, I call VW customer cares and ask to speak with someone in person. I explain that I’ve gone through the dealer who has referred me to head office, went to their body shop who was unable to find anything wrong with the mud flaps, sent in the TSB I saw online indicating a manufacturing defect, and am looking for someone to walk me through the decision. The “customer cares” person says corrosion claims are handled externally, they are final, and that there is literally noting that can be done. She is unable to provide any explanation of technical decisions or what is wrong with the mud flaps, or how they know the rust is a result of outside factors. There is no one else I can talk to, there is no possible way to change the decision, and that all they can do is send me another email with the same reasons for denial and no further explanation. Eventually there is nothing left to say so I thank her for her professionalism and hang up.
Overall this was the craziest experience I’ve ever had with a vehicle warranty claim. I wouldn’t even be angry if someone would just walk me through how they made the determination and show me the details, but I just got completely stonewalled by VW and provided no information.
We’re shopping for a new SUV this year, and after this experience there is no way I’ll be considering an Atlas, even though I’m sure it’s a really nice car.
Good luck to anyone who bothers to try with this, it was a super frustrating experience and really shook my faith in VW warranty!