Q&A Last updated May 23, 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. 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.

  3. 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.

  4. 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.

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

    On January 23, 2017, U.S. District Judge Charles Breyer granted final approval of the settlement with VW-branded franchise dealers in the U.S. relating to affected TDI vehicles and other matters concerning franchise value.

    In Canada, we have reached an agreement in principle with VW-branded franchise dealers to resolve issues related to the TDI emissions matter. Discussions are ongoing in order to finalize an agreement over the coming weeks.

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

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

  7. Where can I find more information on the U.S. 3.0L TDI settlement?

    To learn more about the proposed U.S. 3.0L consumer settlement, please visit https://www.vwcourtsettlement.com/en/3-0-models/.

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?

    Volkswagen Group Canada has established a program to lift the stop-sale order on 2.0L TDI vehicles with Generation 3 engines in the inventory of its dealers in Canada once the vehicles receive the first phase of the approved emissions modification. This program is similar to the one approved by U.S. regulators under which U.S. dealers can sell these affected vehicles that are in their inventory.

    In Canada, the stop-sale orders on all other new and certified pre-owned 2.0L and 3.0L V6 TDI vehicles remain in place for now.

  4. 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.

  5. 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.

  6. 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.

  7. 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.

  8. 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.

  9. 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.

  10. 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.

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 is the status of Canadian class action proceedings for 2.0L TDI vehicles?

    The Québec and Ontario Courts have granted approval of the nationwide settlement agreement to resolve consumer claims in Canada related to the 2.0L diesel emissions matter for approximately 105,000 affected vehicles. Volkswagen Group Canada is committed to ensuring that the settlement program in Canada is carried out as conveniently as possible for our affected Volkswagen and Audi 2.0L TDI customers. We are therefore devoting significant resources and personnel to making their experience a positive one.

    As of April 28, affected Canadian settlement class members and U.S. customers with 2.0L TDI vehicles that were first sold or leased in Canada may submit claims for benefits under the settlement via an online portal or paper claim form available at www.VWCanadaSettlement.ca or by calling the Canadian Settlement Claims Centre at 1-888-670-4773. As their claims are approved, claimants will, where applicable, be able to schedule appointments with their preferred Volkswagen or Audi dealership in Canada to complete their settlement transaction.

    More detailed information about the 2.0L TDI settlement program in Canada and available benefits can be found at www.VWCanadaSettlement.ca and by calling the Canadian Settlement Claims Centre at 1-888-670-4773.

  2. What buyback value will be offered in Canada to customers with 2.0L TDI vehicles?

    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.

  3. What is the status of Canadian class action proceedings for 3.0L TDI vehicles ?

    In Canada, consumer class proceedings are underway regarding affected 3.0L V6 TDI vehicles. Updates will be provided as they become available.
    For information about the status of the proposed settlement regarding 3.0L V6 TDI vehicles in the United States, please visit https://www.vwcourtsettlement.com/en/3-0-models/.

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

    To determine if you may be eligible under the settlement, please visit the Check My Eligibility and online portal sections at www.VWCanadaSettlement.ca. You will be asked a few questions to help you determine if you are eligible and the options that may be available to you

     

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

    You will have to sign an individual release in order to receive benefits in the settlement. By providing an individual release, you will release Volkswagen and Audi from the claims related to the software or auxiliary emission control device in affected 2.0L TDI vehicles.

    This is only a summary. The settlement agreement sets out the full terms of the release and you should read them carefully. If you have any questions, you can talk to Class Counsel for free or you can talk to your own lawyer.

    The 2.0L TDI settlement does not release Volkswagen or Audi for claims relating to 3.0L V6 TDI vehicles.

  6. How do I submit a claim for benefits under the 2.0L TDI Settlement Program?

    Claims can be submitted via an online portal or paper claim form available at www.VWCanadaSettlement.ca, or by calling the Canadian Settlement Claims Centre at 1-888-670-4773.

  7. How long will it take for claims to be processed?

    The claims administrator will be working as quickly as possible to process settlement claims.

  8. How do I receive my compensation/return my vehicle?

    If you currently own or lease your vehicle and choose a buyback, trade-in, early lease termination or surrender for inoperability, you will receive any applicable payment by cheque at the dealership if you complete the transaction on the day of your appointment.

    If you currently own or lease your vehicle and choose to receive an approved emissions modification, a cheque for the applicable payment amount will be mailed to you within 15 days of completing the modification (or a phase of the modification in the case of a model year 2015 vehicle). If you have already received the modification (or a phase of the modification in the case of a model year 2015 vehicle) at the time of submitting your claim, a cheque will be mailed to you within 15 days of receiving your accepted offer.

    If you formerly owned or leased your vehicle, the Claims Administrator will send your payment to you within 15 days of receiving your accepted offer.

  9. Can I go to a dealership to submit my claim?

    Claims must be submitted via an online portal or paper claim form available at www.VWCanadaSettlement.ca, or by calling the Canadian Settlement Claims Centre at 1-888-670-4773.

  10. What is the deadline to submit a claim?

    You will have until September 1, 2018 to submit a claim.

  11. Does the 2.0L settlement include compensation for any add-on options?

    Although refunds for add-on options are not included, the settlement fully compensates owners for their losses through a combination of buybacks, emissions modifications and damages payments.

  12. Does the 2.0L settlement include compensation for protection plan refunds?

    Although refunds for protection plans are not included in the settlement, refunds remain available within the terms and conditions of the protection plan contract. There are many plans and many providers. Customers should consult their contract for details.

  13. Are protection plan refunds included in the 2.0L settlement in the United States?

    Refunds for protection plans are not included in the 2.0L TDI settlement in the United States.

  14. Which TDI vehicles currently have approved emissions modifications?

    U.S. regulators, including the Environmental Protection Agency (EPA), have approved emissions modifications for the following vehicles:

    • MY2012 Volkswagen Passat (Automatic Transmission, on-road customer vehicles)
    • MY2013 Volkswagen Passat (Automatic Transmission, on-road customer vehicles)
    • MY2014 Volkswagen Passat (Automatic Transmission, on-road customer vehicles)
    • MY2015 Volkswagen Jetta
    • MY2015 Volkswagen Golf and Golf Sportwagon
    • MY2015 Volkswagen Passat
    • MY2015 Volkswagen Beetle
    • MY2015 Audi A3
  15. 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), for a two-phase emissions modification for model year 2015 Volkswagen and Audi 2.0L TDI vehicles with Generation Three engines. These vehicles require a first part software and second part hardware emissions modification.

    In addition, on May 19, Volkswagen Group received approval from U.S. regulators, including the EPA, for an emissions modification for automatic transmission Model Year 2012-2014 Volkswagen Passat vehicles with Generation Two engines. These vehicles require a software modification. This modification has been approved for customer vehicles that are on the road.

    These emissions modifications are offered at no charge in Canada to customers with eligible vehicles. 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.

  16. What do the approved emissions modifications entail?

    For more information on the available emissions modifications, please visit the Emissions Modifications section at VWEmissionsInfo.ca.

  17. If I get an emissions modification, could this affect my rights under the settlement in Canada?

    If you had the emissions modification recall performed on your vehicle after April 28, 2017, any rights you have to choose a buyback, trade-in or early lease termination in the settlement program are eliminated. Alternatively, if you have a model year 2015 2.0L TDI vehicle and had the recall performed on your vehicle on or before April 28, 2017, you retain any right to receive a buyback, trade-in or early lease termination and there is no impact on the benefits available to you in the settlement program.

  18. What hardware changes will be conducted during the emissions modification process for model year 2015 2.0L TDI vehicles?

    For more information on the available emissions modifications, please visit the Emissions Modifications section at VWEmissionsInfo.ca.

  19. 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.

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

    That is a dealer’s decision.

  21. Will emissions modifications for other models be similar to that for 2.0L TDI vehicles with Generation 3 engines?

    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.

  22. 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 will be offered to customers in Canada.

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

    The time required to implement approved emissions modifications will vary depending on the requirements for each engine type. For more information on available approved emissions modifications, please visit the Emissions Modifications section at VWEmissionsInfo.ca.

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

  24. 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.

  25. 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.

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

    We do not expect the approved emissions modifications to result in any significant changes in fuel consumption or driving characteristics.

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

  27. Will an emissions warranty extension be provided?

    Customers with eligible vehicles 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.

  28. 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.

  29. 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.

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

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

  31. 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 located in Canada.

  32. 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 located in Canada.

  33. 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.

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

    All emissions modifications are subject to regulatory approval.

  35. 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.

  36. 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.

  37. 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.

  38. 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.

  39. Is there a step-by-step guide available on how I go about getting my car modified?

    Please refer to the recall notice and extended emissions warranty booklet for details concerning the approved emissions modifications. You can find this information in the Emissions Modifications section at VWEmissionsInfo.ca.

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.