Water Pump FAQ

Water Pump Class Action and Warranty Extension Dealer FAQ
Settlement

How should my dealership respond to questions regarding the terms of the settlement?
If you receive a contact from a Settlement Class Member (customer) with questions/concerns regarding the
details of this settlement or any applicable procedures or deadlines, please refer them to the Settlement Claim
Administrator at 1-877-363-7829 and/or to visit the settlement website at
www.EngineWaterPumpSettlement.com, which will contain copies of the Class Notice and other necessary
information.

What is the process for owner reimbursement?
If you receive a contact from a Settlement Class Member (customer) regarding reimbursement of out-ofpocket expenses for past repairs, please refer them to the Settlement Claim Administrator at 1-877-363-7829
and/or to visit the settlement website at www.EngineWaterPumpSettlement.com, which will contain copies
of the Class Notice and other necessary information.

What if the customer asks whether his/her vehicle is affected?
If you receive a contact from a Settlement Class Member (customer) asking if their vehicle is included in the
Settlement, please refer them to the Settlement Claim Administrator at 1-877-363-7829 and/or to visit the
settlement website at www.EngineWaterPumpSettlement.com, which will contain copies of the Class Notice
and other necessary information. The settlement website will also enable them to input their vehicle’s VIN to
see whether it is included in the settlement and/or warranty extension.
You can determine if a vehicle is eligible for the Water Pump Limited Warranty Extension by checking the VIN
in ElsaPro > Vehicle Data. If the Warranty Extension is applicable to the vehicle, the "Enhanced Coverage"
section of the "Vehicle Data" screen in ElsaPro will be populated with the warranty extension parameters and
show USQ Warranty Key under the “Warranty” section of the “Vehicle Data” screen.

What if the customer asks what he/she would need to provide in order to obtain a reimbursement for a prior
repair, and/or what the deadline and procedures are to file a claim for reimbursement?
If you receive a contact from a Settlement Class Member (customer) regarding reimbursement of out-ofpocket expenses for prior repairs, or the deadline or procedures for filing a reimbursement claim, please refer
them to the Settlement Claim Administrator at 1-877-363-7829, and/or to visit the settlement website at
www.EngineWaterPumpSettlement.com, which will contain copies of the Class Notice and other necessary
information.

What if the customer says he/she is not satisfied with the amount of the reimbursement for past repair?
All questions regarding reimbursement for past repairs should be directed to the Settlement Claim
Administrator at 1-877-363-7829 and/or to visit the settlement website at
www.EngineWaterPumpSettlement.com, which will contain copies of the Class Notice and other necessary
information.

What if a customer already paid for an engine replacement that contained a new Water Pump?
If you receive a contact from a Settlement Class Member (customer) regarding reimbursement of out-ofpocket expenses for prior repairs, please refer them to the Settlement Claim Administrator at 1-877-363-7829
and/or to visit the settlement website at www.EngineWaterPumpSettlement.com, which will contain copies
of the Class Notice and other necessary information.
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December 2, 2019
Warranty Extension

What is the effective date of the Warranty Extension?
The Warranty Extension effective date is December 2, 2019. Any repair order opened prior to December 2,
2019 would need to be reviewed by the Settlement Claim Administrator for possible reimbursement and is not
able to be claimed as warranty under the extension. Claiming instructions for this warranty extension can be
found within Warranty Communication VWP-19-08.

What is covered under the Warranty Extension?
The extended warranty covers the repair or replacement of a failed Settlement Class Vehicle’s Primary Engine
Water Pump (“Water Pump”), by an authorized VW dealer, during a period of ten (10) years or one hundred
thousand (100,000) miles (whichever occurs first) from the original In-Service Date of the Settlement Class
Vehicle, provided that the Settlement Class member submits, to the dealer, Proof of Adherence to the Vehicle’s
Maintenance Schedule (including the use of the VW recommended specification of coolant fluid) within a
variance to 10% of the scheduled time/mileage maintenance requirements (hereinafter, the "Extended
Warranty" or “Warranty Extension”). The Extended Warranty will include the Water Pump and all parts and
labor necessary to effectuate that repair.
This Extended Warranty is subject to the same terms and conditions of the original New Vehicle Limited
Warranty and Warranty Information Booklet applicable to that vehicle.
The Extended Warranty will also cover a percentage of the Settlement Class Member’s cost of repair (parts and
labor), by an authorized VW dealer, of engine damage to a Settlement Class Vehicle that was directly caused
by the failure of the Water Pump occurring within the above 10 year or 100,000 mile (whichever occurs first)
Extended Warranty period. The percentage limits of coverage for repair/replacement, under this Extended
warranty, of such engine damage directly caused by a Water Pump failure, is based upon the age and mileage
of the vehicle as set forth as follows:
Time from InService Date
Less than 50,000
miles
50,001 to 60,000
miles
60,001 to
70,000 miles
70,001 to
80,000 miles
80,001 to
100,000 miles
4 years or less
100% (under
original warranty)
100% (under
original warranty)
50%
40%
25%
4-5 years
100% (under
original warranty)
100% (under
original warranty)
40%
30%
20%
5-6 years
50%
40%
35%
25%
15%
6-7 years
40%
30%
25%
20%
10%
7-8 years
30%
25%
20%
15%
10%
8-10 years
25%
20%
15%
10%
5%
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December 2, 2019
To aid in administering the above Warranty Extension coverage Matrix, please consider the following when
evaluating the time/mileage percentage limits:
4 years or less = In-service date through last day of third year in service
4-5 years = In-service date through last day of fourth year in service
5-6 years = First day of fifth year in-service through last day of sixth year in-service
6-7 years = First day of the sixth year in-service through last day of the seventh year in-service
7-8 years = First day of seventh year in-service through last day of eighth year in-service
8-10 years + First day of eighth year in-service through last day of tenth year in-service

Why does the Extended Warranty cover only a percentage of the repair cost for engine damage directly
caused by a Water Pump failure?
VWGoA has agreed to expand the scope of this specific Warranty Extension. This is an added benefit to
Settlement Class Members and subject to the sliding scale based upon the time from In-Service Date and
mileage of the particular vehicle. If customers have questions regarding what is being covered under the
Warranty Extension per the Class Action Settlement, please refer them to the Settlement Claim Administrator
1-877-363-7829 and/or to visit the settlement website at www.EngineWaterPumpSettlement.com, which will
contain copies of the Class Notice and other necessary information.

Do dealers have the ability to alter the sliding scale percentage of coverage for repair/replacement of engine
damage directly caused by a Water Pump failure under the Extended Warranty?
No. The sliding scale percentages of coverage are part of the negotiated class action settlement.

What is considered acceptable maintenance?
In order to obtain a repair/replacement under the extended warranty, the Settlement Class Member must
provide the dealer with either records/receipts, or a signed declaration (if they cannot obtain the records),
showing that the proper coolant was used and that the coolant was checked in accordance with whatever
timing/schedule applies to their vehicle, within a 10% variance on time/mileage.

What documents are required to substantiate maintenance?
Documents [i.e., maintenance records, invoices, receipts, etc.] evidencing the Settlement Class Member
(customer)’s good faith adherence to the aspects of the vehicle maintenance schedule (including the use of
the VW recommended specification of coolant fluid) during the time he/she owned the Settlement Class
Vehicle, up to the date/mileage of repair/replacement, within the 10% variance set forth above.
In the event such maintenance records cannot be obtained despite a good faith effort to obtain them, the
Settlement Class Member (customer) may submit a sworn declaration, signed under penalty of perjury,
detailing what efforts were made to obtain the records, who the customer communicated with and when, and
why the records are not available, and attesting to adherence to the vehicle maintenance schedule up to the
date/mileage of replacement/repair, within the 10% variance set forth above.
The Vehicle Maintenance Declaration is available for the Settlement Class Member (customer) to download on
the settlement website at www.EngineWaterPumpSettlement.com.
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December 2, 2019

What is considered 10% maintenance variance?
The Maintenance Variation Allowances will be based on the mileage criteria in the table below. The mileage
criteria starts when the settlement class member took ownership of the vehicle.
10% Maintenance Variations
Miles (In Thousands)
0-10
10-20
20-30
30-40
40-50
50-60
60-70
70-80
80-90
90-100
Minimum Maintenances
0
0
1
2
3
4
5
6
7
8

What should a dealer do with customer maintenance records and/or a sworn declaration form (Vehicle
Maintenance Declaration)?
All supporting documentation for the Warranty Extension including maintenance records, invoices, receipts
and sworn declaration forms should be retained with the dealer repair order records.

Can the dealer sign-off on the declaration if the Settlement Class Member (customer) is unable to?
No. The Settlement Class Member (customer) is required to provide the signed declaration.

If a Settlement Class Member (customer) is a subsequent owner of the vehicle, what is required in terms of
maintenance records?
Settlement Class Member (customer) needs only show compliance “during the time he/she owned and/or
leased the vehicle.”

Can I use the Company’s Goodwill Program to assist customers outside of the parameters of the class action?
The Settlement does not affect the Company’s ability to utilize the Company’s Goodwill Program to offer
assistance in a unique situation in which it may be justified under the Company’s Customer Loyalty Assistance
Program. Any goodwill offered would count toward the dealer’s total spend when calculating selfauthorization tiers.

Are dealer owned vehicles eligible for the Warranty Extension?
Per the Settlement Agreement, “anyone who purchased a Settlement Class Vehicle for purpose of commercial
resale” is excluded from the Settlement Class. This would apply to authorized VW dealers or any other
commercial reseller.
However, if the dealer kept a Class Vehicle for purposes such as use as a loaner vehicle, it would be covered by
the Warranty Extension.

Are independent shop owned vehicles eligible for the Warranty Extension?
The Settlement Agreement excludes “anyone acting as a used car dealer” from the Settlement Agreement.
However, if the independent shop purchased or leased the vehicle for its own use, then it would be entitled to
the Warranty Extension.
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December 2, 2019

Is the Warranty Extension transferrable?
The warranty, as extended, is fully transferable to subsequent owners, excluding those for purpose of
commercial resale.

Is a VTA ticket required at any point?
A VTA ticket is not required. This Extended Warranty should be administered following all existing Warranty
Policy and Procedures.

Are towing costs covered under this Extended Warranty?
No. Towing costs are not covered under this Extended Warranty.

Will there be a Loaner car provision / reimbursement as part of the extension?
No, there is no loaner car provision/reimbursement specific to this Warranty Extension. Alternate
transportation can be considered under the existing VW Customer Mobility Program Loaner Vehicle Policy.

Does the Warranty Extension apply to Water Pumps that have not failed?
No. Like the original warranty, failure of the Water Pump would be required for any aspect of the extended
warranty to apply.

Where do I find the Proration Calculator?
WISE > Resource Center > Claim Input Assistance > Proration Calculators

What if the repairs are within the prorated amount but the customer has an active CPO contract?
The dealer should use any applicable warranties before charging the customer for the repairs. If the CPO
Contract is still valid and the failure is a covered component, then repairs should be submitted under CPO
coverage. Customer would be responsible for the $50 CPO deductible.

What if the replacement engine comes with a new Water Pump?
The Customer pay portion will be reduced up to $950.00. If the customer pay portion is less than $950.00,
then the deduction will offset the outstanding amount and no monies will be given to the customer.

What if the Water Pump has failed as a direct result of another components failure? For example, engine oil
leaking from the cylinder head cover causing the Water Pump to fail.
The Water Pump must be the root cause of the failure per the terms and conditions of the Water Pump Settlement
and Warranty Extension. Damage to the Water Pump resulting from the failure of a different component that is not
considered a component of the Water Pump is not covered under this Settlement’s Warranty Extension.
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December 2, 2019
Warranty Extension Claim Administration
SAGA Claim Entry Example: Vehicle was 4 years from the original in-service date with 72,101 miles. The Water
Pump failed, causing damage to the engine.
Claim line 01: 110 Claim Type – Water Pump (100% coverage - dealer does not enter any percentage)
Claim line 02: 2WA Claim Type - Consequential engine damage caused by Water Pump failure; parts and labor
calculated at 40% VW / 60% Customer (Refer to the sliding scale percentages for pro-ration coverage located in
VWP-19-08 in WISE)
Dealer must enter the
percentage of the
customer’s responsibility
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December 2, 2019
Engine replacement is required and includes a new Water Pump –
SAGA Claim Entry Examples:
2WA Claim Type - Dealer must enter Labor Operation A0000000 for up to $950.00 in Outside Labor.
Example scenario 1:
Vehicle was 6 years from the original in-service date with 86,500 miles. The Water Pump failed,
causing damage to the engine.
Engine replacement costs $10,000 with 10% prorated VW coverage VW contribution = $1,000.00
$9,000 Customer Responsibility
less $950 Water Pump
= $8,050 Customer’s Final Out-Of-Pocket Expense
Example scenario 2:
Vehicle was 3 years from the original in-service date with 64,500 miles. The Water Pump failed,
causing damage to the engine.
Engine repair (including Water Pump replacement) costs $1,700.00 with 50% prorated VW
Coverage
VW contribution = $850.00
$850 Customer Responsibility
less $950 Water Pump
= $0 Customer’s Final Out-Of-Pocket Expense
Since the customer contribution is less than $950.00, the dealer will only enter $850.00 in Outside
Labor in SAGA.
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December 2, 2019