Warranty Information
Policies and Procedures Bulletin

Number: VWP-14-01

Subject: New Loaner Policy for VW Customer Mobility Vehicles

Date: Feb. 28, 2014
This document modifies the
Volkswagen Warranty Policies
and Procedures Manual.

To support the enhancements to the VW Customer Mobility Program (VWCMP), the Volkswagen Warranty
Policies and Procedures Manual is amended as follows.

New VW Customer Mobility Program Loaner Vehicle Policy Summary
 Effective April 1, 2014, active VWCMP vehicles enrolled in the VW Customer Mobility Program are

eligible to receive $35 per day for loaner expense reimbursement for qualifying repairs. The warranty
reimbursement will be available for eligible claims dated April 1, 2014 and later; no claims prior to April
1, 2014 will be eligible for reimbursement.

VW Customer Mobility Program Loaner Vehicle Reimbursement Details
Volkswagen dealerships can claim reimbursement when you provide VW Customer Mobility Program
loaner vehicles to customers and the following conditions are met:
 A vehicle is still within the terms of the New Vehicle Limited Warranty or Powertrain Limited Warranty
or within the terms of a Volkswagen Limited Extension Warranty that extends the New Vehicle Limited
Warranty (claim type 110) or the Powertrain Limited Warranty (claim type 1PT), and where a repair
cannot be completed the same day. For vehicles covered under the New Vehicle Limited Warranty,
Powertrain Limited Warranty or a Volkswagen Limited Extension Warranty that extends the New
Vehicle Limited Warranty or the Powertrain Limited Warranty, a loaner vehicle will be reimbursed:
 if a repair requires longer than a full working day, but only until the repair is completed,
 if the breakdown renders the vehicle inoperative or unsafe and occurred at a time which did not
allow the dealer to schedule the repair for completion that same day,
 if a warranty repair cannot be completed on the same day because a part needed is not in
dealer inventory. This applies only in those cases where parts are:
 on Emergency Order or RED Order. In cases where the PDC cancels a RED Order due
to the fact that a part in transit would arrive quicker than if the part was placed on Red
Order, supporting documentation such as a screen print substantiating the RED Order
cancellation will serve as acceptable documentation, if the situation qualifies for a daily
rental.
 on Volkswagen's back-order to its dealers.

Page 1 of 3
© 2014 Volkswagen Group of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other intellectual
property rights of Volkswagen Group of America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice. No part of this
document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these
materials be modified or reposted to other sites, without the prior expressed written permission of the publisher.

Warranty Information








Loaner vehicles are not to be provided on same day repairs, except as noted in the next bullet
point.
The vehicle was towed to the dealership due to the failure of a component covered by the New Vehicle
Limited Warranty, Powertrain Limited Warranty or a Volkswagen Limited Extension Warranty that
extends the New Vehicle Limited Warranty or the Powertrain Limited Warranty, including situations
where the warranty repair or replacement can be completed the same day.
 If the cause of failure cannot be quickly determined, dealers are encouraged to provide the
retail customer with a loaner vehicle as long as the failure was not caused by outside influence.
The vehicle was brought to the dealership for a Campaign service and the repair or replacement
cannot be completed the same day.
Note: A new claim line is to be added to the repair order for the loaner vehicle.
Important: For Puerto Rico dealers, loaner vehicles may be provided to customers in accordance
with the laws applicable in the Commonwealth of Puerto Rico.

Amount of Participation
Volkswagen will participate in the expenses for a loaner vehicle for the number of days it takes to
complete the repair. Only active VWCMP vehicles that are registered in the VW Customer Mobility
Program are eligible for the loaner reimbursement.
 The VW Customer Mobility Program loaner vehicle reimbursement rate is $35 per day.

Documentation
The dealer must retain all required documentation to justify a loaner vehicle, including, but not limited to,
the following:
 The in-out punch time and open-close date of the repair order must correspond to the amount of days
for which the loaner is claimed.
 Parts ordering records (including the date part ordered and date part received, packing slip, etc.) that
support the need for a loaner vehicle, such as back-order records to verify that Volkswagen could not
supply parts for the vehicle when needed. In case of a Red Order, record the FedEx tracking number
on the repair order to support the date of receipt of the Red Ordered part.
 A copy of the loaner agreement with the customer. The following is the minimum information to be
recorded:
 Volkswagen loaner vehicle model year, model, and VIN
 Date and time out
 Date and time in
 Total number of days of loaner reimbursement requested
 Repair order number
 Customer name, address and signature
 The VIN of the VW Customer Mobility vehicle that has been provided to the customer must be entered
in the first 17 characters of the “Comments” field in the SAGA claim.

Page 2 of 3
© 2014 Volkswagen Group of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other intellectual
property rights of Volkswagen Group of America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice. No part of this
document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these
materials be modified or reposted to other sites, without the prior expressed written permission of the publisher.

Warranty Information
Volkswagen has created an optional Service Loaner Agreement form that may be used by dealers who do
not have a loaner agreement form. The form is available on WISE under Resource Center > Forms >
Service Loaner.
 Note: A new claim line is to be added to the repair order for the loaner vehicle.

Limitations on Participation Policy
 Fleet, Driver Education and vehicles in dealer and VWoA service are not eligible.
 Loaner vehicles are not to be provided during the Limited Warranty Against Corrosion Perforation,
Emissions Warranties, Volkswagen Parts and Accessories Warranty, Scheduled Maintenance
Services, a Volkswagen Limited Extension Warranty that extends a warranty other than the New
Vehicle Limited Warranty or Powertrain Limited Warranty (for example an Emissions warranty
extension), or for a parts backorder situation where the vehicle is outside the New Vehicle Limited
Warranty, Powertrain Limited Warranty or a Volkswagen Limited Extension Warranty that extends the
New Vehicle Limited Warranty or the Powertrain Limited Warranty.

Questions
For any questions regarding this bulletin, please contact the Warranty Helpline at 1-866-306-8447 or
warranty.helpline@vw.com.
Page 3 of 3
© 2014 Volkswagen Group of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other intellectual
property rights of Volkswagen Group of America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice. No part of this
document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these
materials be modified or reposted to other sites, without the prior expressed written permission of the publisher.