Warranty Information
Policies and Procedures Bulletin

Number: VWP-16-01

Subject: Revision to Section 3.28 Loaner Vehicles of the
Volkswagen Warranty Policies and Procedures Manual

Date: Jan. 13, 2016
This document modifies the
Volkswagen Warranty Policies
and Procedures Manual.

This Warranty Bulletin details revisions made to Section 3.28 Loaner Vehicles of the Volkswagen Warranty Policies and
Procedures Manual. These revisions will be incorporated into the next update of the Manual.

SECTION 3.28 LOANER VEHICLES
VW CUSTOMER MOBILITY PROGRAM LOANER VEHICLE POLICY - EFFECTIVE JANUARY 13, 2016 RECEPTION DATE
Dealers enrolled in the VW Customer Mobility Program (VWCMP) are eligible to receive up to a maximum of $35 per day
loaner expense reimbursement for the number of days necessary to complete the repair when customers are provided
loaner vehicles on “qualifying repairs” (defined below).
VEHICLES ELIGIBLE FOR REIMBURSEMENT
 All active VWCMP vehicles
 If a VWCMP vehicle is not available AND the Dealer is at or above their VWoA defined maximum fleet then a
Volkswagen branded vehicle obtained from a daily rental agency is eligible

QUALIFYING COVERAGE
Qualifying coverage is defined as a repair within the terms of one of the following:
 New Vehicle Limited Warranty (including paint)
 Powertrain Limited Warranty
 A Volkswagen Limited Extension Warranty that extends the New Vehicle Limited Warranty (claim type 110) or the
Powertrain Limited Warranty (claim type 1PT)
 A Campaign service (Recall, Service Action, Customer Satisfaction Campaign) or Update
Exclusion
Loaner vehicles are NOT eligible for reimbursement if 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)

Page 1 of 2
© 2016 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
QUALIFYING REPAIR DEFINITION
A qualifying repair is defined as one of the following occurrences:
 A Qualifying Coverage (see paragraph above) repair that requires 3.0 hours or more of labor per repair order (total
of eligible claim lines)
 A 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
 The 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 screen print sustaining the RED Order cancellation will serve as acceptable documentation.

 A Volkswagen back-order part to its Dealers
 The vehicle was towed to the dealership due to the failure of a component covered by a qualified warranty
including situations where the warranty repair or replacement can be completed the same day
Exclusion
Rental Fleet, Driver Education, and vehicles in dealer and VWoA service are NOT eligible
Important: For Puerto Rico dealers, loaner vehicles may be provided to customers in accordance with the laws applicable
in the Commonwealth of Puerto Rico.
DOCUMENTATION
The dealer must retain all required documentation to justify a loaner vehicle, including, but not limited to, the following:
 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 in and out
−
−
−

Total number of days of loaner reimbursement requested
Repair order number
Customer name, address and signature

 The on/off punch time(s) of eligible repair(s) and the open-close date of the repair order must correspond to the
amount of days for which the loaner is claimed
 The VIN of the VWCMP vehicle or the VW rental that has been provided to the customer must be entered in the
first 17 characters of the “Comment” field in the SAGA claim
CLAIM PROCESSING
A new claim line is to be added to the repair order for the loaner vehicle reimbursement

QUESTIONS
For any questions regarding this bulletin, please contact the Warranty Helpline at 1-866-306-8447 or
warranty.helpline@vw.com.

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© 2016 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.