Q&A Last updated January 09, 2017

  • What Happened
  • Cars Affected
  • Safety & Environment
  • Making It Right
  • Owner Credit Package
What Happened
  1. What is the diesel emissions issue?

    The situation for 2.0L TDI engines differs fundamentally from that of the 3.0L V6 TDI engines.

    In the case of 2.0L TDI engines, software installed at the time permitted deviations in emissions performance depending on whether the vehicle was running during a regulatory compliance-related test cycle or running outside the test cycle during normal road use. We will have to await the outcome of the ongoing investigations before we can provide further information on this.

    On November 2, 2015 the EPA and California Air Resources Board (CARB) issued notices of violation regarding our 3.0L V6 TDI engines. The notices indicated that emissions control devices were not sufficiently described and explained in our applications for regulatory approval. Volkswagen Group has submitted a proposal to the EPA/CARB to address their concerns.

  2. Which values deviate from the required values according to the authority’s findings?

    The deviations appear to be specific to nitrogen oxide emissions (NOx).

  3. How could this software be given approval at the end of the development process?

    This issue is currently being investigated in depth. We cannot comment until both the internal and external independent investigations have been concluded.

  4. Was there deliberate cheating to obtain approval on the vehicles?

    Volkswagen has admitted the existence of the test recognition software in 2.0L TDI vehicles to the US EPA. This issue is the subject of the ongoing regulatory investigations in the United States and elsewhere. Volkswagen is also conducting its own internal and external investigations to determine how and why this occurred.

    The situation with regards to 3.0L V6 TDI engines differs fundamentally from that of the 2.0L TDI engines. In Volkswagen 3.0L V6 TDI engines, emissions control devices were not sufficiently described and explained in our applications for regulatory approval. Volkswagen Group continues to work closely with regulators in the U.S. to secure approval of a technical resolution for 3.0L V6 TDI vehicles as quickly as possible.

  5. Are there no processes in place to prevent something like this happening?

    Volkswagen has commissioned an independent investigation to determine what happened. The 2.0L TDI emissions software issue was not detected when certificates of conformity were obtained. Volkswagen Group continues to work closely with regulators in the U.S. to secure approval of a technical resolution for 3.0L V6 TDI vehicles as quickly as possible.

  6. Does this not indirectly confirm that the customers were deliberately given false or inaccurate information regarding 2.0L TDI vehicles?

    Volkswagen takes the discrepancies that have been discovered in 2.0L TDI vehicles very seriously and deeply regrets that the trust that Volkswagen’s customers and the general public had in us has been damaged in this way. We are cooperating fully with regulatory authorities to clarify the facts as quickly as possible. Volkswagen has commissioned an external investigation to assist with that process.

  7. Can the emissions limits be achieved in these models just by adapting the software?

    Both software and hardware measures may be required and may vary between models and model years.

  8. Who was responsible for what happened?

    This is the subject of the current investigations. No one in Canada is responsible for what occurred – nevertheless our primary focus in Canada is to:

    1. Assure current owners that Volkswagen is working to develop an appropriate emissions modification. In keeping with Canadian regulatory processes, emissions modifications that are approved would then be offered to Canadian customers; and
    2. Continue our full co-operation with Environment and Climate Change Canada.
  9. Why didn’t Volkswagen Canada know about this sooner?

    All aspects of this issue are currently under investigation by governmental authorities and by external independent counsel commissioned by Volkswagen to investigate. We regret that we cannot comment on the subject of investigations at this time. In the meantime, Volkswagen Group Canada has committed to co-operating with Environment and Climate Change Canada during its ongoing investigation.

  10. Do your competitors also use this software?

    We cannot and will not speculate about other companies.

  11. How can I trust Volkswagen quality and engineering?

    Volkswagen prides itself on the high levels of trust we have had among our customers both in Canada and abroad. We are committed at every level of the company to setting things right and winning back that trust.

  12. Why is the Ontario Government also investigating?

    We fully appreciate that the Ontario Government has every right to expect that vehicles operating in Ontario are fully compliant with Environment and Climate Change Canada standards, and we look forward to working to achieve compliance for our vehicles as soon as possible.

  13. Does Volkswagen have to face the prospect of having to pay substantial fines now?

    We will have to await the outcome of the ongoing regulatory investigations before we can provide further information on the possible outcomes. In Canada, that investigation is being conducted by Environment Canada.

  14. What are you doing to regain my trust?

    On December 19, 2016 we announced that Volkswagen reached a proposed settlement agreement with Canadian class counsel to resolve consumer claims in Canada related to the 2.0L TDI emissions matter for approximately 105,000 affected vehicles nationwide. The proposed settlement is subject to approval by the Courts.

    Prior to this, Volkswagen Canada offered an Owner Credit Package for owners of affected 2.0L and 3.0L TDI vehicles as a gesture of goodwill for their continued patience.

  15. What was filed in U.S. Court on June 28?

    On June 28, Volkswagen reached proposed settlements regarding affected 2.0L TDI vehicles in the United States, including a class settlement with U.S. consumers. U.S. District Judge Charles Breyer granted final approval of the consumer class settlement agreement on October 25, 2016.

  16. What is the situation with U.S. Dealers?

    On October 18, 2016, U.S. District Judge Charles Breyer granted preliminary approval of the proposed settlement with VW-branded franchise dealers in the U.S. relating to affected TDI vehicles and other matters concerning franchise value.

    In Canada, we are in ongoing communication with our Canadian Volkswagen Dealers as we work to make things right.  We value this relationship and look forward to continued discussions.

  17. Where can I find more information on the U.S. 2.0L TDI settlement?

    To learn more about the U.S. 2.0L TDI settlements, please visit www.VWCourtSettlement.com.

  18. How will this affect the value of my vehicle?

    As Volkswagen works with regulators, one of its primary goals is to find an approved emissions modification that avoids impacting the value of the vehicles in question. Ultimately, though, the value of a used vehicle is determined by a number of market based variables.

Cars Affected
  1. Are only diesel vehicles affected, or does it also affect vehicles with petrol (gas) engines?

    We believe that only diesel engines are affected by the NOx emissions software issue.

  2. Which models and brands are affected?

    The following Canadian models are affected:

     

    Make Model Model Year [Range]
    2.0L TDI Models
    Volkswagen Jetta TDI 2009-2015
    Volkswagen Jetta Wagon TDI 2009
    Volkswagen Golf TDI 2010-2013, 2015
    Volkswagen Passat TDI 2012-2015
    Volkswagen Beetle TDI 2013-2015
    Volkswagen Golf Wagon TDI 2010-2014
    Volkswagen Golf Sportwagon TDI 2015
    Audi A3 2010-2013, 2015
    3.0L V6 TDI Models
    Volkswagen Touareg 2009-2016
    Audi A6 2014-2016
    Audi A7 2014-2016
    Audi A8 2014-2016
    Audi Q5 2014-2016
    Audi Q7 2009-2015
  3. Are you still selling new cars affected by this issue?

    We issued a Stop-Sale Order on new and Certified Pre-Owned 2.0L TDI and 3.0L V6 TDI vehicles. The Stop-Sale Orders on these vehicles will be lifted if Volkswagen receives the necessary approvals and affected vehicles receive approved emissions modifications.

  4. I heard that there is an emissions modification for the Diesel engines in Canada, is this true?

    On January 6, Volkswagen Group received approval from U.S. regulators, including the Environmental Protection Agency (EPA), for a two-phase emissions modification for model year 2015 Volkswagen and Audi 2.0L TDI vehicles with Generation 3 engines.

    These vehicles require a first part software and second part hardware emissions modification. This modification has been approved for customer vehicles that are on the road.

    In keeping with the standard recall practice in Canada, the emissions modification approved by the EPA will be offered at no charge to Canadian customers with eligible vehicles following the Notice of Defect process. Customers will be contacted when we have details concerning the availability of the modification and do not need to take any action at this time.

    Volkswagen Group continues to work with U.S. regulators to develop approved emissions modifications for other 2.0L and affected 3.0L V6 TDI vehicles as quickly as possible.

  5. What are the precise causes of the 2.0L TDI deviations?

    Software installed at the time permitted deviations in emissions performance depending on whether the vehicle was running during a regulatory compliance-related test cycle or running outside the test cycle during normal road use. We will have to await the outcome of the ongoing investigations before we can provide further information on this.

  6. What is the issue with Volkswagen’s 3.0L V6 TDI engines?

    On November 2, 2015 the EPA and California Air Resources Board (CARB) issued notices of violation regarding our 3.0L V6 TDI engines. The notices indicated that emissions control devices were not sufficiently described and explained in our applications for regulatory approval. Volkswagen Group continues to work closely with regulators in the U.S. to secure approval of a technical resolution for 3.0L V6 TDI vehicles as quickly as possible.

  7. What is the latest regarding the 3.0L TDI issue?

    On December 20, in U.S. District Court, Volkswagen announced it has reached an agreement with the U.S. Department of Justice and environmental regulators regarding affected 3.0L V6 TDI vehicles in the United States.

    The agreement, in the form of a proposed Consent Decree, is subject to U.S. Court approval and applies to the U.S. market only. The proposed terms include:

    • A recall of affected 2013-2016 Model Year Volkswagen and Audi 3.0L V6 TDI vehicles with Generation 2 engines to bring them into compliance with the U.S. emissions standards to which they were certified, if appropriate modifications are approved by U.S. environmental regulators. If Volkswagen Group is unable to meet this requirement, it will offer to buy back or terminate the leases of these vehicles and may also seek approval by U.S. environmental regulators to offer customers a modification to substantially reduce their nitrogen oxide (NOx) emissions.
    • A buyback or lease termination of affected 2009-2012 Model Year Volkswagen and Audi 3.0L V6 TDI vehicles with Generation 1 engines or, if approved by U.S. environmental regulators, modification to substantially reduce the vehicles’ nitrogen oxide (NOx) emissions so as to allow eligible owners and lessees to keep them.

    On December 22, Volkswagen Group reached an agreement-in-principle with the Court-appointed Plaintiffs’ Steering Committee (PSC) on the payments and benefits that eligible U.S. customers with affected 3.0L V6 TDI vehicles in the United States will receive under a proposed settlement. The Court has instructed the parties to file preliminary settlement approval documents by January 31, 2017 and ordered that their discussions remain confidential until then.

    In Canada, consumer class proceedings are underway regarding affected 3.0L V6 TDI vehicles. Canadian customers do not need to take any action at this time.

  8. If I currently own an affected 2.0L TDI vehicle, can I sell my vehicle?

    Before customers make any decisions regarding their 2.0L TDI vehicle, we suggest they visit the Canadian court settlement websites at www.VWCanadaSettlement.ca or www.reglementVW.ca.

  9. Why are more 3.0L V6 TDI Model Years included in the Stop Sale t‎han in the EPA's Notification?

    We have issued a voluntary Stop-Sale Order for all vehicles equipped with the same generation 3.0L V6 TDI engine as the vehicles included in the EPA’s Nov 2nd notification.

  10. What is the status of Model Year 16/17 TDI vehicles?

    Volkswagen Model Years 2016 and 2017 2.0L TDI vehicles will not be available for sale in Canada.

  11. Will you sell 2.0L TDIs in the future?

    We will continue to evaluate the option of offering 2.0L TDI engines in select models in the future.

  12. What are 2.0L TDI Class Actions about?

    Following a September 18, 2015 disclosure of emissions-related issues, actions were commenced seeking damages and other relief on behalf of consumers with affected 2.0L diesel vehicles. The actions allege that the affected 2.0L diesel vehicles emit nitrogen oxide (“NOx”) emissions up to levels that exceed the standards to which the vehicles were certified because software installed in those vehicles allowed them to operate one way when recognizing driving cycles in NOx emissions laboratory testing, and in a different way when the vehicles were in on-road operation.

  13. If I currently own an affected 3.0L V6 TDI vehicle, can I sell my vehicle?

    Before customers make any decisions regarding their 3.0L V6 TDI vehicle, we suggest they visit the Canadian class action websites at www.volkswagenclassaction.com or www.recourscollectif.info.

Safety & Environment
  1. Is my car safe to drive?

    Yes, as the EPA and Environment and Climate Change Canada have both verified, this issue relates to emissions only, the safety of the vehicles is not affected.

  2. How harmful is my car to the environment?

    Government investigations are ongoing, and it is premature to speculate at this time. Any outcomes will become public as soon as they are available.

  3. Will my vehicle pass an emissions test?

    We are looking into this. Volkswagen is working with the regulatory agencies in Canada and the U.S. to confirm the situation and the solution.

Making It Right
  1. What’s the 2.0L TDI class action process in Canada?

    On December 19, 2016 Volkswagen reached a proposed settlement with Canadian class counsel to resolve consumer claims in Canada related to the 2.0L TDI emissions matter for approximately 105,000 affected vehicles nationwide. Approval hearings will take place around the end of March 2017 before the Ontario Superior Court of Justice in Toronto and the Superior Court of Québec in Montréal.

    Eligible settlement class members who wish to make a claim for benefits under the settlement do not need to take any action at this time. The period to submit a claim for benefits will not begin until after the proposed settlement receives approval by the Courts.

    More detailed information about the options settlement class members may have, including the choice to “opt out” or “object” to the settlement by March 4, 2017, is available at www.VWCanadaSettlement.ca.

  2. When will the Canadian 2.0L TDI class action settlement be approved?

    The proposed nationwide class settlement is still subject to approval by two Courts. Approval hearings will take place around the end of March 2017 before the Ontario Superior Court of Justice in Toronto and the Superior Court of Québec in Montréal. The period to submit a claim will not begin until after the proposed settlement receives approval by the Courts.

  3. Where can I find more information about the Canadian 2.0L TDI class action proceedings?

    Customers can find further information at www.VWCanadaSettlement.ca or www.reglementVW.ca.

  4. What happened in Canadian Courts on December 19?

    On December 19, Volkswagen announced that it has reached a proposed settlement with Canadian class counsel to resolve consumer claims in Canada related to the 2.0L TDI emissions matter, subject to court approval.

    If approved, the 2.0L TDI settlement program in Canada will include:

    • Cash payments to eligible owners and lessees of approximately 105,000 affected vehicles nationwide.
    • Many of these eligible settlement class members can also choose to sell their vehicle to Volkswagen (the buyback option) or terminate their lease without penalty, or, if an emissions modification is approved, choose to keep their vehicle and have it modified at no charge and receive an extended emissions warranty.
    • An eligible vehicle’s value for a buyback will be determined based on the Canadian Black Book® Inc. wholesale value as of September 18, 2015, with adjustments for factory options and mileage at the time of the buyback offer.
    • Eligible owners can also choose to trade in their vehicle and apply its fair market value at that time towards the purchase of a new or used Volkswagen or Audi vehicle. In addition, they will receive payment of any amount by which their vehicle’s wholesale value as of September 18, 2015 exceeds its fair market value at the time of the trade-in.

    More information about the proposed 2.0L TDI settlement program, including the settlement agreement and Court-approved notices summarizing its terms, can be found at www.VWCanadaSettlement.ca or www.reglementVW.ca. More detailed information about the options settlement class members may have, including the choice to “opt out” of or “object” to the settlement by March 4, 2017, is also available online.

  5. What happened in Canadian Courts on October 18?

    On October 18, Volkswagen and plaintiffs in consumer class actions updated the Ontario and Québec Courts on the ongoing progress of discussions regarding affected 2.0L TDI vehicles across Canada. The parties continue to engage in productive discussions and will keep the Courts updated.  The details of the discussions remain subject to the court order of confidentiality while the parties work to reach a resolution.

  6. What happened in Ontario Superior Court on July 29?

    On July 29, the Ontario Superior Court of Justice received an update from Volkswagen and the other parties on the progress of ongoing consumer class settlement discussions regarding affected 2.0L TDI vehicles in Canada. The parties were ordered to keep the details of their discussions confidential. This order will extend until a settlement agreement is reached and the Court approves communication of the settlement to consumers.

  7. Where can I find more information about the Canadian class action proceedings?

    For information on the status of class action proceedings in Canada, please visit www.volkswagenclassaction.com (all provinces except Quebec) or www.recourscollectif.info (Quebec residents only).

  8. What is the status of the Quebec class action proceedings?

    On December 19, Volkswagen announced that it has reached a proposed settlement with Québec class counsel to resolve consumer claims in Canada related to the 2.0L TDI emissions matter, subject to court approval.

    An approval hearing will take place around the end of March 2017 before the Superior Court of Québec in Montréal.

    If approved, the 2.0L TDI settlement program in Canada will include:

    • Cash payments to eligible owners and lessees of approximately 105,000 affected vehicles nationwide.
    • Many of these eligible settlement class members can also choose to sell their vehicle to Volkswagen (the buyback option) or terminate their lease without penalty, or, if an emissions modification is approved, choose to keep their vehicle and have it modified at no charge and receive an extended emissions warranty.
    • An eligible vehicle’s value for a buyback will be determined based on the Canadian Black Book® Inc. wholesale value as of September 18, 2015, with adjustments for factory options and mileage at the time of the buyback offer.
    • Eligible owners can also choose to trade in their vehicle and apply its fair market value at that time towards the purchase of a new or used Volkswagen or Audi vehicle. In addition, they will receive payment of any amount by which their vehicle’s wholesale value as of September 18, 2015 exceeds its fair market value at the time of the trade-in.

    More information about the proposed 2.0L TDI settlement program, including the settlement agreement and Court-approved notices summarizing its terms, can be found at www.VWCanadaSettlement.ca or www.reglementVW.ca. More detailed information about the options settlement class members may have, including the choice to “opt out” or “object” to the settlement by March 4, 2017, is also available online.

  9. I’m part of a class action proceeding against Volkswagen in Canada. What does the June 28 U.S. filing mean for my case?

    The U.S. filings apply to the United States only. Court proceedings here in Canada follow their own process within the Canadian legal system.

  10. What was announced in U.S. District Court on December 20?

    On December 20, in U.S. District Court, Volkswagen reached an agreement with the U.S. Department of Justice and environmental regulators regarding affected 3.0L V6 TDI vehicles in the United States.

    The agreement, in the form of a proposed Consent Decree, is subject to U.S. Court approval and applies to the U.S. market only. The proposed terms include:

    • A recall of affected 2013-2016 Model Year Volkswagen and Audi 3.0L V6 TDI vehicles with Generation 2 engines to bring them into compliance with the U.S. emissions standards to which they were certified, if appropriate modifications are approved by U.S. environmental regulators. If Volkswagen Group is unable to meet this requirement, it will offer to buy back or terminate the leases of these vehicles and may also seek approval by U.S. environmental regulators to offer customers a modification to substantially reduce their nitrogen oxide (NOx) emissions.
    • A buyback or lease termination of affected 2009-2012 Model Year Volkswagen and Audi 3.0L V6 TDI vehicles with Generation 1 engines or, if approved by U.S. environmental regulators, modification to substantially reduce the vehicles’ nitrogen oxide (NOx) emissions so as to allow eligible owners and lessees to keep them.

    Volkswagen has also reached agreement with the Court-appointed Plaintiffs’ Steering Committee (PSC) on substantial aspects of the monetary relief that eligible owners and lessees in the United States would receive, and the parties are working to resolve the remaining issues. The Court has set a deadline of January 31, 2017 for the parties to submit a formal agreement. Details of those discussions remain subject to the U.S. Court’s confidentiality order.

    In Canada, consumer class proceedings are underway regarding affected 3.0L V6 TDI vehicles.

  11. What happened in U.S. District Court on November 3?

    On November 3, Volkswagen Group appeared with consumer class counsel and government agencies before U.S. District Judge Charles Breyer, to report on the status of ongoing settlement discussions in the U.S. regarding affected 3.0L V6 TDI vehicles. Judge Breyer noted that substantial progress has been made in the discussions.

    Volkswagen Group continues to work closely with U.S. regulators to reach an agreement on an approved resolution for affected 3.0L V6 TDI vehicles. The U.S. Court scheduled a follow-up status conference for December 16, 2016.

    In Canada, consumer class proceedings are under way regarding affected 2.0L and 3.0L V6 TDI vehicles. Updates will be provided as they become available.

  12. Is an approved emissions modification available for my car?

    On January 6, Volkswagen Group received approval from U.S. regulators, including the Environmental Protection Agency (EPA), for a two-phase emissions modification for model year 2015 Volkswagen and Audi 2.0L TDI vehicles with Generation 3 engines.

    These vehicles require a first part software and second part hardware emissions modification. This modification has been approved for customer vehicles that are on the road.

    In keeping with the standard recall practice in Canada, the emissions modification approved by the EPA will be offered at no charge to Canadian customers with eligible vehicles following the Notice of Defect process. Customers will be contacted when we have details concerning the availability of the modification and do not need to take any action at this time.

    Volkswagen Group continues to work with U.S. regulators to develop approved emissions modifications for other 2.0L and affected 3.0L V6 TDI vehicles as quickly as possible.

  13. When will an approved emissions modification be available for my car?

    On January 6, Volkswagen Group received approval from U.S. regulators, including the Environmental Protection Agency (EPA), for a two-phase emissions modification for model year 2015 Volkswagen and Audi 2.0L TDI vehicles with Generation 3 engines.

    These vehicles require a first part software and second part hardware emissions modification. This modification has been approved only for customer vehicles that are on the road.

    In keeping with the standard recall practice in Canada, the emissions modification approved by the EPA will be offered at no charge to Canadian customers with eligible vehicles following the Notice of Defect process. Customers will be contacted when we have details concerning the availability of the modification and do not need to take any action at this time.

    Volkswagen Group continues to work with U.S. regulators to develop approved emissions modifications for other 2.0L and affected 3.0L V6 TDI vehicles as quickly as possible.

  14. What is the process for modifying affected vehicles?

    These vehicles require a first part software and second part hardware emissions modification. This modification has been approved for customer vehicles that are on the road.

    Volkswagen Group continues to work with U.S. regulators to develop approved emissions modifications for other 2.0L and affected 3.0L V6 TDI vehicles as quickly as possible.

  15. When is the deadline for customers to bring in their vehicles to be modified?

    There is no set deadline. Volkswagen continues to work closely with U.S. regulators to develop approved emissions modifications. In keeping with Canadian regulatory processes, emissions modifications that are approved would then be offered to Canadian customers. We will provide more information as soon as possible.

  16. How long will approved emissions modifications take? Will Volkswagen provide customers with a loaner car?

    The approved emissions modification for model year 2015 Volkswagen and Audi 2.0L TDI vehicles with Generation 3 engines will require two phases. In the first phase we expect the car to be in the dealership for approximately 1 hour. We expect the second phase to last 9 hours.

    Until other emissions modifications are approved, these details cannot be provided for those vehicles.

    Customers who opt for an approved modification will receive an extended emissions warranty that will cover the cost of a loaner vehicle for modification service lasting longer than three hours.

  17. Will the approved emissions modification(s) decrease fuel economy or change the performance of the vehicle?

    We do not expect any significant changes in fuel consumption or driving characteristics. We will provide more information once modification details and testing results are approved and made public.

  18. What will happen if customers do not have their affected vehicle modified? Will they be able to get their car registered / license renewed?

    Currently, you are not legally required to implement emissions modifications to your vehicle. However, if an affected vehicle is required to undergo Drive Clean testing in Ontario, you may be required at a later date to implement emissions modifications that are approved by regulators in order to pass the emissions test.

  19. How will the approved emissions modification impact the re-sale value of the car?

    We do not expect any significant changes in fuel consumption or driving characteristics. We will provide more information once modification details and testing results are approved and made public.
    As Volkswagen works with regulators, one of its primary goals is to find an emissions modification that avoids impacting the value of the vehicles in question.

    Ultimately, though, the value of a used vehicle is determined by a number of market based variables.

  20. Will Volkswagen provide additional incentives for customers to have their car modified?

    These details are not yet confirmed. We will provide more information as soon as possible.

  21. Will an emissions warranty extension be provided?

    Eligible settlement class members who choose to have the emissions systems in their 2.0L TDI vehicle modified (if an approved emissions modification becomes available) will also receive a transferable extended emissions warranty. Details can be found on the settlement website at www.VWCanadaSettlement.ca or www.ReglementVW.ca.

  22. Will the approved emissions modification comply with each province’s emissions standards?

    Currently, you are not legally required to implement emissions modifications to your vehicle. However, if an affected vehicle is required to undergo Drive Clean testing in Ontario, you may be required at a later date to implement emissions modifications that are approved by regulators in order to pass the emissions test.

  23. What’s the approved emissions modification process for leased vehicles?

    All owners and lessees of affected TDI vehicles are eligible to have an emissions modification, if approved by regulators, performed free of charge on their vehicle and will also receive an extended emissions warranty.

  24. Is Volkswagen legally required to modify all/a certain number of affected vehicles?

    While there is no legal requirement, Volkswagen continues to work closely with regulators to resolve this issue for all affected vehicles.

  25. Will I be able to have my car modified at my local Canadian Volkswagen dealership?

    Our expectation is that any approved emissions modifications would be completed at an authorized Volkswagen dealership.

  26. Will I be able to have my car modified at a non-Volkswagen dealership?

    Our expectation is that any approved emissions modifications would be completed at an authorized Volkswagen dealership.

  27. How will I know when my car is ready for an emissions modification at my local dealership?

    If an approved emissions modification is available for your vehicle, you would be notified directly.

  28. How can I be sure that the software/hardware update will comply with government requirements?

    All emissions modifications are subject to regulatory approval.

  29. Do I have to register online to have my car modified, or may I go directly to my dealer?

    You will be notified about what steps to take.

  30. I bought my car in Canada, but now live in the U.S. Can I get my car modified in the U.S.? If so, when?

    You will be notified about what steps to take.

  31. I bought my car in the U.S., but now live in Canada. Can I get my car modified in Canada? If so, when?

    You will be notified about what steps to take.

  32. Why is it taking Volkswagen so long to find a remedy? Why is it so difficult to find a resolution for these cars?

    The reality is that this is a complicated process. There are multiple different engines involved, and each may require a different emissions modification. The engineering required for the emissions modifications, and the subsequent approval process, takes time. Volkswagen continues to work closely with U.S. regulators to develop approved emissions modifications.

  33. What buy-back value will be offered to Canadian customers?

    An eligible vehicle’s value for a buyback will be determined based on the Canadian Black Book® Inc. wholesale value as of September 18, 2015, with adjustments for factory options and mileage at the time of the buyback offer.

  34. How will Volkswagen Canada compensate 2.0L TDI customers?

    On December 19, Volkswagen announced that it has reached a proposed settlement with Canadian class counsel to resolve consumer claims in Canada related to the 2.0L TDI emissions matter, subject to court approval.

    If approved, the 2.0L TDI settlement program in Canada will include:

    • Cash payments to eligible owners and lessees of approximately 105,000 affected vehicles nationwide.
    • Many of these eligible settlement class members can also choose to sell their vehicle to Volkswagen (the buyback option) or terminate their lease without penalty, or, if an emissions modification is approved, choose to keep their vehicle and have it modified at no charge and receive an extended emissions warranty.
    • An eligible vehicle’s value for a buyback will be determined based on the Canadian Black Book® Inc. wholesale value as of September 18, 2015, with adjustments for factory options and mileage at the time of the buyback offer.
    • Eligible owners can also choose to trade in their vehicle and apply its fair market value at that time towards the purchase of a new or used Volkswagen or Audi vehicle. In addition, they will receive payment of any amount by which their vehicle’s wholesale value as of September 18, 2015 exceeds its fair market value at the time of the trade-in.

    More detailed information about the options settlement members may have, including the choice to “opt out” of or “object” to the settlement by March 4, 2017, is available at www.VWCanadaSettlement.ca.

  35. What was announced in U.S. Federal Court on December 16?

    On December 16, Volkswagen Group appeared with consumer class counsel and government agencies before U.S. District Judge Charles Breyer, to report on the status of ongoing settlement discussions in the U.S. regarding affected 3.0L V6 TDI vehicles. Judge Breyer noted that substantial progress has been made in the discussions.

    Volkswagen Group continues to work closely with U.S. regulators to reach an agreement on an approved resolution for affected 3.0L V6 TDI vehicles. The U.S. Court scheduled a follow-up status conference for November 30, 2016.

    In Canada, consumer class proceedings are underway regarding affected 2.0L and3.0L V6 TDI vehicles. Updates will be provided as they become available.

  36. How do I determine which benefits I may be eligible to receive under the proposed 2.0L TDI settlement?

    Settlement class members may begin to take steps to determine their eligibility for benefits by visiting the Check My Eligibility and Vehicle Look-Up sections at www.VWCanadaSettlement.ca or www.reglementVW.ca, or by calling 1-888-670-4773 for assistance with these steps. Settlement class members will need their VIN (vehicle identification number), and instructions on where to find their VIN are available online.

  37. How do I opt out of the proposed 2.0L TDI settlement?

    Detailed information about the options settlement class members may have, including the choice to “opt out” of or “object” to the settlement by March 4, 2017, is available at www.VWCanadaSettlement.ca or www.reglementVW.ca.

  38. If I participate in the proposed 2.0L TDI settlement program, can I still pursue private legal action against Volkswagen Group?

    If you do not opt out of the settlement, you will give up (i.e., release) any rights you currently have to separately sue Volkswagen for the claims being resolved by the settlement. The proposed settlement agreement sets out and describes the releases and should be read carefully. If you have any questions, you can talk to class counsel for free or you can talk to your own lawyer.  The proposed settlement agreement is available at www.VWCanadaSettlement.ca.

  39. How will Volkswagen Canada compensate 3.0L V6 TDI customers?

    On December 20, in U.S. District Court, Volkswagen announced it has reached an agreement with the U.S. Department of Justice and environmental regulators regarding affected 3.0L V6 TDI vehicles in the United States.

    The agreement, in the form of a proposed Consent Decree, is subject to U.S. Court approval and applies to the U.S. market only. The proposed terms include:

    • A recall of affected 2013-2016 Model Year Volkswagen and Audi 3.0L V6 TDI vehicles with Generation 2 engines to bring them into compliance with the U.S. emissions standards to which they were certified, if appropriate modifications are approved by U.S. environmental regulators. If Volkswagen Group is unable to meet this requirement, it will offer to buy back or terminate the leases of these vehicles and may also seek approval by U.S. environmental regulators to offer customers a modification to substantially reduce their nitrogen oxide (NOx) emissions.
    • A buyback or lease termination of affected 2009-2012 Model Year Volkswagen and Audi 3.0L V6 TDI vehicles with Generation 1 engines or, if approved by U.S. environmental regulators, modification to substantially reduce the vehicles’ nitrogen oxide (NOx) emissions so as to allow eligible owners and lessees to keep them.

    On December 22, Volkswagen Group reached an agreement-in-principle with the Court-appointed Plaintiffs’ Steering Committee (PSC) on the payments and benefits that eligible U.S. customers with affected 3.0L V6 TDI vehicles in the United States will receive under a proposed settlement. The Court has instructed the parties to file preliminary settlement approval documents by January 31, 2017 and ordered that their discussions remain confidential until then.

    In Canada, consumer class proceedings are underway regarding affected 3.0L V6 TDI vehicles. Canadian customers do not need to take any action at this time.

  40. What was announced in U.S. District Court on December 22?

    On December 22, Volkswagen Group reached an agreement-in-principle with the Court-appointed Plaintiffs’ Steering Committee (PSC) on the payments and benefits that eligible U.S. customers with affected 3.0L V6 TDI vehicles in the United States will receive under a proposed settlement. The Court has instructed the parties to file preliminary settlement approval documents by January 31, 2017 and ordered that their discussions remain confidential until then.

    In Canada, consumer class proceedings are underway regarding affected 3.0L V6 TDI vehicles. Canadian customers do not need to take any action at this time.

  41. Which TDI vehicles currently have approved emissions modifications?

    U.S. regulators, including the U.S. Environmental Protection Agency (EPA), have approved a two-phase emissions modification for 2.0L TDI vehicles with Generation 3 engines.  In Canada, these vehicles include:

    • MY2015 Volkswagen Jetta
    • MY2015 Volkswagen Golf and Golf Sportwagon
    • MY2015 Volkswagen Passat
    • MY2015 Volkswagen Beetle
    • MY2015 Audi A3
  42. What is the status of emissions modifications for 2.0L TDI vehicles?

    On January 6, Volkswagen Group received approval from U.S. regulators, including the Environmental Protection Agency (EPA), fora two-phase emissions modification for model year 2015 Volkswagen and Audi 2.0L TDI vehicles with Generation 3 engines. These vehicles require a first part software and second part hardware emissions modification. This modification has been approved for customer vehicles that are on the road.

    In keeping with the standard recall practice in Canada, the emissions modification approved by the EPA will be offered at no charge to Canadian customers with eligible vehicles following the Notice of Defect process. Customers will be contacted when we have details concerning the availability of the modification and do not need to take any action at this time.

    Volkswagen Group continues to work with U.S. regulators to develop approved emissions modifications for other 2.0L and affected 3.0L V6 TDI vehicles as quickly as possible.

  43. What does the emissions modification for the model year 2015, 2.0L TDI vehicles entail?

    These vehicles require a first part software and second part hardware emissions modification. This modification has been approved for customer vehicles that are on the road.

    Volkswagen Group continues to work with U.S. regulators to develop approved emissions modifications for other 2.0L and affected 3.0L V6 TDI vehicles as quickly as possible.

  44. When will this emissions modification be available for Canadian customers?

    In keeping with the standard recall practice in Canada, the emissions modification approved by the EPA will be offered at no charge to Canadian customers with eligible vehicles following the Notice of Defect process. Customers will be contacted when we have details concerning the availability of the modification and do not need to take any action at this time.

  45. If I get the emissions modification on my MY15 2.0L TDI vehicle, could this affect my rights under the proposed settlement in Canada?

    Under the terms of the proposed 2.0L TDI settlement in Canada, eligible vehicle owners and lessees will receive a cash payment if they choose the approved emissions modification. If they have a model year 2015 vehicle, they will receive the first half of the cash payment when they complete the first phase of the modification, and the remaining one-half will be paid when they complete the second phase of the modification.

  46. What hardware changes will be conducted during the emissions modification process for 2.0L TDI vehicles with Generation 3 engines?

    Model Year 2015 2.0L TDI vehicles with Generation 3 engines would receive a second NOx sensor and catalytic converter during the second phase of the emissions modification for those vehicles.

  47. Will the emissions modification for model year 2015 vehicles decrease fuel economy or change the performance of the vehicles?

    We do not expect any significant changes in fuel consumption or driving characteristics. We will provide more information once modification details and testing results are approved and made public.

  48. Will a dealer take a car in a trade before the emissions modification is done?

    That is a dealer’s decision.

  49. Will emissions modifications for other models be similar to this?

    Volkswagen Group continues to work with U.S. regulators to develop approved emissions modifications for other 2.0L and affected 3.0L V6 TDI vehicles as quickly as possible.

Owner Credit Package
  1. How do I activate my Owner Credit Package?

    Once you receive your package in the mail, please bring (1) The Owner Credit Package, (2) the affected vehicle, (3) Driver’s License, and (4) Proof of Ownership (any of the following: vehicle registration, title, lease agreement) to any participating Volkswagen dealership to activate your cards.

    You do not have to take any action in order to activate the 3-year, 24-hour Roadside Assistance. If you have current coverage on your vehicle with VGCA, your additional benefits will start when your existing coverage expires. If your 2.0L vehicle is not currently covered by VGCA, your coverage will have begun December 4, 2015 automatically for all affected 2.0L vehicles. For 3.0L V6 vehicles not currently covered by VGCA, your coverage automatically began on January 11, 2016.

    Proof of ownership must match the name on the cards provided as part of the Owner Credit Package, otherwise they cannot be activated.

  2. Where am I able to use the cards?

    The White ‘Volkswagen Dealership’ card in the package ($500) can be used at any participating Volkswagen dealership in Canada for any transaction for which the dealer accepts credit cards as a form of payment.

    The Black credit card ($500) in the package can be used like cash either at a Volkswagen Dealership or anywhere credit cards are accepted.

  3. Will there be any car-buying or leasing incentives when I go to the dealer? I may want to use my cards toward the purchase of a new vehicle.

    Incentives vary by vehicle and are subject to changes and updates. You can combine the credit cards with any sales incentives available at that time. Please contact your participating dealer to see what might be available in your area.

  4. When does the Owner Credit Package expire?

    You will have until the last day of the month and year printed on the front of each card to activate and use the credit cards. Please check the front of each card to confirm the expiration date.

  5. Did owners forfeit their right to take legal action or to receive other compensation in the future when they accepted the offer?

    No. Owners did NOT forfeit their right to take legal action or to receive other compensation in the future when they accepted the offer.

  6. Can this offer be combined with any other current programs?

    Yes. We are offering this as a gesture of goodwill to owners affected by the emissions issue for their continued patience. It is independent of any other programs.

  7. Can I activate my Owner Credit Package without visiting the dealer?

    Activation at the dealership is required. We apologize for any inconvenience, but our priority is ensuring that the rightful owners of the eligible vehicles receive benefit of the cards.

    Please note, the cards will expire the last day of the month and year printed on the front of each card. Please check the front of the cards to confirm the expiration date.

    Please contact Customer CARE at 1-800-822-8987 for further assistance.

  8. I have more questions. Where can I find more information?

    For more detailed information on the Owner Credit Package, download the Frequently Asked Questions or contact Customer CARE at 1-800-822-8987.