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Pelle's claims for corrosion coverage for his Jetta have been denied. Here's what he should do next.
Q. I would like to know more about the 12-year corrosion warranty from Volkswagen. The dealer says the corrosion on the roof of my Jetta is due to damage to the finish caused by the glass installer who replaced the windshield. He says that rust on the fenders is caused by stone chips. Can you provide some details on what I can expect to have covered?
– Pelle, Trois Rivières, Québec
A. Volkswagen offers an industry leading 12-year warranty for corrosion; coverage was reduced to 7 years in 2018, which is still noteworthy for a mass-market brand. However VW “throttles” warranty coverage. This practice may have been aggravated by penny-pinching in the aftermath of the massive payouts VW made to owners of diesel vehicles for emissions cheating.
The Jetta is rather rust-resistant. Sensitive areas to monitor on the Jetta include the front corners of the roof, the junction of the fenders at the rear bumper and the trunk lid above the license plate. Corrosion first becomes noticeable after the sixth year on the road in Ontario, Quebec and Eastern Canada where the roads are wet and salted in winter.
Owners report that dealers sometimes improvise excuses to deny coverage. VW dealers often use the same installers consumers do for their glass repairs, but they will reject a subsequent claim if the windshield replacement wasn’t arranged through them. Some owners report that rust repairs are covered only partially; the automaker accepts to repair some panels but not others, or offers to split the cost of the repair. One owner reported that his claim was rejected due to a colour mismatch even though he had never repainted the car! And it can take months for a VW representative to inspect a vehicle and then several months more to schedule the repair.
An important first step when bringing a rust claim to the attention of a manufacturer is to have it recorded. Wash the vehicle and take photos of the damaged areas. Book an appointment with the dealership’s service department for inspection and make sure the service writer enters a specific mention of rust and the areas concerned, as opposed to a more generic “Inspect car” or “Check for rust,” which could be open to interpretation later on. Some dealers don’t provide copies of work orders for no-charge repairs or warranty inspections; ask for a copy.
If the dealer is unable to obtain the necessary approval and you are certain the corrosion concerns an original panel, it is time to escalate. If you are able to, ask a local body shop to evaluate the cause of the damage and prepare an estimate (the Automobile Protection Association may be able to refer you to an expert if you are in Greater Toronto or Montreal). Write the automaker a demand letter and request an inspection by their representative, and follow up with a call to their customer service department. Scheduling a meeting with a manufacturer’s representative could take three months. If the claim is approved you will need to schedule the repair, which can take a further three to six months, and may be sublet by the VW dealer to a local collision repair shop. Many owners just give up, but it’s worth being persistent.
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Bonjour ma beetle 2012 acheter neuve est toute rouiller au niveau des 4 ailes et du houde est ce que je peux bénéficier de la garantie contre la corrosion de Volkswagen merci
My Dealer said the rust spots on the bonnet were caused by stone chips and therefore repair is not covered by the 12-year warranty. It seems odd to me that I get stone chip rust spots on the bonnet. They were going to charge me about £1200 for repairing it. I opted for another company. They did a good job but as far as I can remember they said they found the rust was endemic and they only corrected the visible spots where the rust was visible. I’m the second owner. The 1st had it for 3 years. I’ve had it over 6 yrs and never remember the car getting chipped. I’m sure I’d have noticed it.
I bought Volkswagen Jetta in 2011, which is under 12 years corrosion warranty, a main reason that I decided to buy the car at the moment. It has been a lemon to me with multiple issues, now I believe Volkswagen warranty is really a scheme.
Firstly from third year the windshield wiper arms acting up in cold weather, I ended up cleaning the window manually with the side window open while drive in snowy condition when they malfunctioned. I went to dealer, the arms were moving so they refused to check so I have to suffer the fears and dangers time to time. And finally he suggested me to see him in 1-2 years.
Recently I went to the dealer again for the corrosion showing on my car, one of the most obvious on in the lift Conner of the roof, the guy as the body shop manager of the dealer refused right away before seeing the spot, saying it not covered, I asked him reason he said the rust was from stone chip. And then he refused coverage for all rusted spot with obviously ridiculous reasons…
Any suggestions on what to do next?
Hi Lily,
Thanks for your question. We’ll pass it along to our expert George Iny. Because we receive such a large volume of questions, we cannot guarantee he will be able to respond.
I have a VW passat that mechanically has been serviced according to spec by VW inc. It runs very well but the body has holes although the upper part of panels and roof/ hood look new. Its a 2010. I had approached an ottawa dealer last year before it turned 11 yrs old and they told me during coved things wouldn’t get done easily. Daoud i should come back when things return till a more normal state. Well now im 2 months past the deadline. What should i do? Please offer any advice you may have.
I’ve been patiently waiting for VW to make up their mind whether or not they will honour the rust warranty (It’s been almost a year now). My ’13 Tuguan has developed fairly serious rust issues mainly around the door handles and between the bumper covers and adjoining panels. There are rock chips that I know will not be covered. I have had the car in to the dealer at twice at their request for pictures to be taken. The person their even found rust spots that I was unaware of. I bought the car as a certified pre-owned vehicle from the same VW dealer. I was talked into paying extra for a “rust module” which in my opinion is a complete and total farce. It was supposed to enhance the rust warranty. I fully expect for this claim to be denied. If so, they won’t have to worry about me darkening their doorstep in the future. It is obvious to me that VW doesn’t want their customers to hang onto a vehicle for longer than four years. I used to be a big VW fan and have owned quite a few over the years. Sadly VW has changed. I should have bought a Rav 4.
I purchased VW 2.5 in 2011, rust initially appeared in 2017 the dealership inspected, photographed and all rust repairs were approved by VW Canada and the work was completed including right side rocker repair and looked excellent, rust again appeared in 2020 the dealership inspected, photographed and most rust repairs were approved by VW Canada and the approved work was completed – VW Canada had rejected rust to the rockers stating the rust cause as ‘due to impacts from stones or other road debris, or due to other external causes’ following my review after the approved work was completed it was apparent the rust is from below the paint, the body shop which completed the recent body work stated rockers are rusted, need replacing and if existing rockers repaired, rust will reappear in a few months and also my servicing garage confirm the rockers are rusting viewed from below – in response to my request to VW Canada to recheck I receive confirmation ‘when you submitted your corrosion claim you indicated that you read and understood the terms and conditions’ and also added ‘it states that all decisions made by our corrosion specialists are final – their refusal to recheck seems either a company policy never to recheck even if their review from photos was incorrect or a cost concern as I understand rocker replacement is very expensive work – generally the car is in excellent condition, low mileage and I wish to keep for a few more years – what action do you recommend I take.
I purchased a 2016 Volkswagen in the summer of 2017. I have an ongoing issue of rust on the panel underneath the passenger side back door. I’ve been dealing with my local dealership where I purchased a total of seven vehicles from them in the last I don’t know how many years. They keep telling me that the manager that supposedly made a claim form he hasn’t heard back. I make new claims and bring these things to new managers attention and nothings ever been responded to.
My take is the VW rust warranty is a marketing racket and nothing else.
The rims on my 2018 are corroding the clear coats coming apart what should I do
The comment by Brad William’s is puzzling to me? I have a 2011 Golf that had rust around the door handle on every door except the drivers door? Rust around the third brake light of the hatch , rust between the rocker and the fender on drivers side and also inside the rear hatch around the hinge on the drivers side. they replaced the 3 doors and the hatch and cleaned and repainted the area above the rocker and inside the hatch all of this after the car was 8-10 years old. I guess it must depend on the dealer you take your car to? I purchased my car used in 2014 as a certified used VW from a different dealer than I went to for the corrosion warranty repairs and yes they will deny stone chips.
Own a 2010 VW Golf, purchased new and never been to a body shop. VW Cda has approved replacing front left fender under 12 year warranty but denied replacing front right fender with almost identical rust damage. Reason for denial, paint on right fender is “thicker” than factory paint! I’ve had possession of this car 24/7 since it was picked up new at the VW dealership. Don’t know anything about validity of “thick” paint but if work was done on this vehicle, it was done between German factory and my taking possession of new car at the dealership. Really disappointed that VW says I’m a liar!
2014 tigwan took to nemer vw they took pictures one year ago i keep calling all every month when they going to fix 2022 nothing has been done
I have 2012 Jetta that first started having issues in 2017. I called the dealership to make an appointment (took me a couple months to get in). The day of the appointment it was raining and they said they couldn’t look at it when it was raining. I then made an appointment with another dealership, had to take a day off work to take the car they as the corrosion specialist was only available on Wednesdays. After I got pictures taken from the specialist, I didn’t hear anything for 8 months. I then finally got in contact with the dealership again to which they told me the specialist had been replaced and I would have to come in again to get photos. Again had to take another day off work due to their Wednesday picture day limitation. didn’t hear anything for a few weeks until I phoned to inquire. I relayed the name of the body shop that I would like to do the work to which they agreed. The body shop requested the photos that were taken in order to quote the job. The body shop then contacted me to bring the car to them as the photos that were sent to them were not quality to suggest a quote. I had the car dropped off to them for the day and they quoted the job. VW responded with their approval/denial of coverages some of which were denied as stone chips…to which i would agree that those are outside influences. The one that i had a real issue with was the bumper to rear quarter panel rust that I first brought the car to them for. I have been dealing with this claim for well over 2yrs and have challenged them on why they are denying a part of the car that even they said was either outside influences (stone chips) or body panels rubbing. If its body panels rubbing i would say that is a design flaw. the other part of the car they denied was the leading edge of the roof where it meets the windshield. they say due to outside influences but i challenged them again that this was a design flaw as the roof sit proud of the windshield with no gasket to deflect any debris from hitting the leading edge. As I put 150km on a day at 100km/hr this is being sand blasted every day and should have been designed with a gasket of sorts. i have also noticed there are a number of rust bubbles along the roof seams above the drivers door. there is no way that this is from outside influences. I know there was a lawsuit in Nova Scotia that went to the plaintiff for the repairs. I hope that I don’t have to go the legal route and they come to the table and negotiate.
I bought a 2010 Volkswagen Passat with a 12 year corrosion/rust warranty. I took my vehicle to Oakville Volkswagen on August 2, 2022 to have it assessed. I was informed that the paperwork was sent to Volkswagen Head office. However as of November 2022 that did not happen. When I called Volkswagen Head office I was told that it had to be a manufacturer’s defect. That is not stated on my warranty.
I am very dissatisfied with Volkswagen and would never buy a Volkswagen vehicle again. I have always bought Toyota vehicles in the past and will go back to buying a Toyota after I sell this car. Never had such a difficult time dealing with a car company and the company deviously getting out of honouring the warranty.
Note that this only comes rust that perforates the body panels. Meaning rust that started on the inside and ate a hole right through to the outside of a body panel, like your hood or a door. It doesn’t cover surface rust or anything on the underside of the car
VW are crooks. I went in, took the pictures and was told to wait 3-4 months and someone would get back to me. after about 7-8 I called them and was told they called me a few months back and someone told them we didn’t wanna do it anymore so they cancelled it and sent the spare parts back! I told them it was a lie and they never called, after going back and forth they finally approved it and sent me to a local collision shop. Not cool.
Same horror show, stressfull as previous comments.
Barrie VW, Barrie, Ont, along withVW Canada customer care ,
1 800 822 8987, case #05441249.
Rust appeared around 2017.
Sent to Assured collision, Caplan dr, Barrie as body work no longer done at dealer, fall 2019. First repair done 1 year later. Rust has reappeared. Do not believe parts were replaced as they stated.
No paper work given.
This is over a 4 year ordeal. I have names between the 3 scammers, too long to list. Calls are never returned. Three sets of pictures have been taken at Assured. 2 rust repairs have been done there, incomplete still.
Paper work only given after 2nd partial repair March 2023 by Assured.
We have also been made to wait 3 months for a 3rd set of pictures.
New reps each time. Will not give us pictures they say they took.
Always new person to deal with. Calls never returned by VW Canada as promised either. Each rep lies and contradicts what we are told by previous, all under same case number. Never call returned as promised, Barrie Volkswagen, VW Canada, Assured.
I believe this is purposeful to have customer give up.
At one point, Adrian, Jordan of BarrieVW called our home 3 different times to see if we still owned the Jetta sold to us. We confirmed each time, yes still awaiting dates to bring in car.
This stress story is so convoluted .
MRch 2023 last pictures supposedly sent by Assured, Nick. Informed by VW that pictures received and awaiting approval June 2023. Dealer cannot confirm . New contacts there. No return calls. Obviously between the 3 companies no co ordination.
That’s the way VW operates.
Contacted Dilawri customer serv, no help no care!
CBC published a small claims court case in 2019 and mentioned a Thomas Tetzlaff of VW Ajax Ont. Public relations, as claim was paid out. Calls to him ignored.
It appears there are many horror stories with these scammers out there as well with 12 yr corrosion waranty problems.
Last call to VW Canada, spoke with Tina Aug 25. Was escalating case . Is supposed to call back in 3 business days. Evasive and almost rude when I questioned what 3 business days involved.
As of today, Aug 29, no call.
APA confirmed . Fellow looking to see what he can tell us. I have his name.
We had new pictures taken of all the metal rust by Zenetec Aug 2/ 2023. Same rust as Assured was to have submitted to VW. Zenetec is VW approved.
So many messages left for new corrosion specialists at dearler.
We have sought advice from lawyer before waranty expires Sept 14.
It will cost money. Extremely stressful for these old folks.
Bought the Jetta to last. Low mileage. Like the car.
Dealing with VW and all is horrid. They don’t care. Should not be allowed in Canada.
Sorry about length and confusion but this is what Volkswagen has done.
Time spent on this is unbelievable
with supposedly reputable company.
No wonder they have a bad reputation. Can confirm.
Can you help?
My daughter purchased new in 2015 Jetta.Last January i took the car back to the dealer about rust forming on the bottom corner of the driver side rear passenger door.I was told by the dealer to take it to a certain body shop that did the repair.Which I did in February of 2024.The body shop looked at the rust area and prepared a quote that was forwarded to the local dealer.The local dealer then sent the repair quote to VW Canada.In September I called the local dealer to find out about getting the car repaired .I was informed that the claim had been denied.aThe reasons were that the result was caused by an external or internal force striking the door as a curb or closing the door on something.The door had never come in contact with anything and there were no dents or visible marks on it .We tried to talk to the local dealer ,and their comeback that they were an independent dealer and not responsible for the warranty.I then contacted VW Canada and they told me that the findings in the report and it was final .Case closed .In the conversation I asked how they could determine that by looking at the pictures that were supplied by the body shop.Vw replied it had been determined and the case was closed and it was final.You cannot speak to any supervisor when you ask only the person that answered the phone for complaints.Any suggestion on where I go from here.
Looking for advice! I submitted a rust claim to VW however it does take several months to be reviewed, while my car was waiting on the list for about 4-5 months the warranty expired and now VW says they won’t cover it or offer an extension. Any advice is appreciated. Thank you !
2016 vw passat, called local dealer, was told 3 to 4 years before work would be approved. rust spot on bottom of trunk lid about the size of a thumbnail. are you kidding me, wait that long. not impressed.
I have a collector anniversary edition Beetle GSR (#140/3500) that has a clear coat peeling issue and have escalated to the VW Canada President Mr. Paladino and his representative repeated the same line as everyone else here has heard….decisions are final, nothing we can do…..bla bla bla. I also have a 2014 Jetta that has paint peeling issues around the fenders as well as rotting at the bottom of front fenders from debris settling in behind the plastic fender liners. Terrible design flaw in my opinion. I have been fighting with my local VW dealer and VW Canada for our 2 years about my Beetle issue and they don’t seem to be willing to acknowledge the defects in their vehicle design. For comparison, my experience with Honda Canada regarding the 3 Acura’s I have owned has been exceptional in terms of customer service regarding warranty issues as well as basic customer satisfaction commitment.