24-Hour Roadside Assistance

1-800-411-6688

24-Hour

Roadside Assistance

Owner’s Guide

English

Dear Volkswagen Owner,

Now that you’re the proud new owner of a

Volkswagen vehicle, you receive complimentary

coverage in the Volkswagen 24-Hour Roadside

Assistance Program

. 24-Hour Roadside Assis-

tance combines a team of qualied customer

service professionals with a comprehensive

nationwide towing network to bring you world-

class assistance when you need it most – an

important added benet of owning a Volkswa-

gen model and a testament to Volkswagen’s

quality manufacturing and dedication to your

total ownership experience.

Roadside Assistance provided by a third party.

Please read this booklet to fully understand

how the Volkswagen 24-Hour Roadside As-

sistance Program can assist you should you

nd yourself in need of Roadside Assistance.

The Volkswagen 24-Hour Roadside Assis-

tance program offers the following Roadside

Assistance services, for disablements due to

mechanical breakdown or collision.

y Towing to the nearest authorized VW dealership or

authorized VW service facility

y Collision towing

y Battery jump start

y Flat tire service

y Lock-out service

y Fuel delivery service

y Trip interruption benets

For immediate assistance in the U.S. and

Puerto Rico, call Volkswagen 24-Hour

Roadside Assistance toll free at:

1-800-411-6688

When calling, please be prepared to provide your Vehicle

Identication Number (VIN). For your convenience, you can

record your VIN below for easy reference.

VIN#

Coverage

Eligibility:

All new Volkswagen passenger vehicles sold in the United

States and Puerto Rico are eligible for Roadside Assistance

coverage for three years from the date of delivery or the

VW New Vehicle Limited Warranty

start date, whichever

occurs rst, or 36,000 miles, whichever occurs rst.

Information Required:

To help serve you better, please have the following infor-

mation ready before you call.

1. Your vehicle identication number (VIN) located on

your registration, insurance, driver’s side door jamb, or

outside windshield on the driver’s side.

2. Year, model, color, and license plate number of the

vehicle.

3. The telephone number from which you are calling or a

telephone number where you can be reached.

4. Location of your vehicle (street address and nearest

cross street).

5. Type of service required and a brief description of the

problem.

See dealer or owner’s literature for limited warranty details.

Roadside Assistance Services

When you call for 24-Hour Roadside Assis-

tance, one or more of the following (as need-

ed) may be provided to you:

1. Towing

If your vehicle becomes disabled due to a mechanical

breakdown, complimentary towing will be provided to

the nearest authorized VW dealership or authorized VW

service facility. Winching/extrication services may be

provided for vehicles within 15 feet of a paved public

road only when performed in conjunction with a tow.

Please note, for security reasons towing service will not be

provided to unattended vehicles - a licensed driver must

accompany the vehicle at the time of service.

2. Collision:

Volkswagen-Certied Collision Repair Facilities

In the event of a collision, Volkswagen 24-Hour Roadside

Assistance includes complimentary towing directly to the

VW-Certied Collision Repair Facility nearest you.

Accidents happen. It’s why Volkswagen places such great

emphasis on safety. After the health and well-being of our

drivers and passengers, our attention is clearly focused on

the car itself.

To ensure it is properly repaired and safe for the road

again, it is imperative that you bring your car to a VW-Cer-

tied Collision Repair Facility. And here is why:

y It will be repaired by trained technicians.

y All work will adhere to Volkswagen’s strict repair

standards.

y Genuine VW Parts will be used. They’re identical to

factory originals.

y Technicians will follow and maintain all vehicle war-

ranties.

y VW-Certied Collision Repair Facilities use tools spe-

cically designed to repair your vehicle.

For a list of VW-Certied Repair Facilities near you, please

visit www.vwcollision.com or call Volkswagen 24-Hour

Roadside Assistance.

3. Battery Jump Start

If your vehicle requires a battery boost due to a mechan-

ical breakdown, a service operator will be dispatched

to provide a jump start. If your vehicle cannot be driven

safely, towing services will be provided per above towing

parameters.

4. Flat Tire Service

If your vehicle has a at tire, a service operator will

attempt to remove it and install the spare tire. If the spare

is not safely operable or you do not have a spare (or for

multiple at tires), towing service will be provided per

above towing parameters.

5. Lock-Out Service

If your keys are locked inside your vehicle, a service

operator will be dispatched at your request to gain access

into your vehicle to retrieve your locked-in keys. However,

you are solely responsible for any loss or damage result-

ing from this entry attempt. If access into your vehicle is

unsuccessful, towing service at your expense may be pro-

vided to the nearest authorized VW dealership for further

assistance.

Note: If you have lost your keys, contact your VW dealer

immediately for further assistance. Lost keys and any

related expenses including locksmith, costs for parts

and/or labor to produce replacement keys, towing, etc.

are not covered by this program.

To provide added security for the vehicle owner, regis-

tration papers and personal photo identication may be

requested at the scene by the service operator.

6. Fuel Delivery Service

If you happen to run out of fuel, an emergency limited

supply of fuel will be delivered to get you on your way.

Both the delivery service and the emergency limited sup-

ply of fuel are complimentary. Note: This service is lim-

ited to a maximum 5 times per year. Commencing with

the 6th request for fuel delivery service, all related

costs will be the responsibility of the vehicle owner.

Arranging your own Assistance

It is crucial that you call Volkswagen 24-Hour Roadside

Assistance at 1-800-411-6688 for all assistance. However,

in the event service cannot be dispatched to your location

or you are located on a state restricted roadway, you will

be authorized to call the service provider of your choice;

you may be reimbursed for your out-of-pocket expenses

for the above covered services, up to a maximum of $150

for each disablement. Pre-authorization by Volkswagen

24-Hour Roadside Assistance is required to be eligible

for reimbursement.

To Arrange Your Own Assistance:

1. Contact the Volkswagen 24-Hour Roadside Assistance

Center at 1-800-411-6688 and obtain a Volkswagen

Roadside Assistance reference number.

2. Arrange your own local roadside or towing assistance.

(Note: Always refer to your vehicle’s Owner’s Manual

for proper towing instructions and requirements.)

3. Pay (the local service operator, or in some cases, the

local service facility) for services rendered and obtain

an itemized receipt featuring the VIN, amount paid,

the date, and the name of the service provider.

4. Submit the original receipt(s) for the services provided,

and your reference number, within 30 days of disable-

ment. Also include:

y Date of roadside assistance service,

y Your Vehicle Identication Number (VIN), name

and address, and mileage,

y Description of circumstances which led you to

make your own arrangements.

y Repair order from dealership for tow services.

Please see the mailing information listed on vw.com.

Please allow 4-6 weeks for processing of your reimburse-

ment.

What Your Coverage

Does Not Include

1. Standalone winching/extrication services of any kind

where a tow is not required.

2. The parts and/or labor costs to produce replacement

keys.

3. Towing and road services applicable to lost or broken

keys.

4. Towing and road services due to non-accident related

breakdowns applicable to insurance claims (e.g. van-

dalism, re, ooding, etc.).

5. Towing a vehicle from an authorized dealer/facility

capable of providing the necessary repairs to another

authorized dealer/facility for any reason.

6. Delivery of a battery or the cleaning of battery cables.

7. The cost of any parts, labor (other than the “Roadside

Assistance Services” outlined earlier), supplies, or

materials unless otherwise provided under the New

Vehicle Limited Warranty.

8. Service to unattended vehicles. (A licensed driver must

be present when service is being provided.)

9. Fines or impound towing charges due to a violation of

local laws.

10. Towing by other than a licensed service operator in-

cluding private citizen’s assistance.

11. Services outside the 50 United States and Puerto Rico.

12. Shoveling snow to free or access a snow-bound vehi-

cle.

13. Installation of snow tires, tire chains, etc.

14. Transporting you to your disabled vehicle or to your

home after the service has been rendered, or trans-

porting your vehicle back to you following repairs.

15. Service to any vehicle willfully driven into non-reg-

ularly travelled areas such as open elds, construc-

tion sites,

beaches,

mud-lled driveways/laneways/

concession roads, vacant lots, or any other area that

is inaccessible or hazardous for the service operator’s

vehicle to reach.

16. The cost of transporting a vehicle from Puerto Rico,

Hawaii or Alaska to the U.S. mainland.

17. Replacement of wheel lock key due to loss or damage.

Disablement coverage is limited to:

1. Towing your Volkswagen vehicle (one tow per disable-

ment) to the nearest VW dealer, an authorized VW

service facility, or to a VW-Certied Collision Repair

Facility, for a mechanical breakdown or collision.

2. Battery jump start.

3. Flat tire service.

4. Lock-out service attempt.

5. Emergency fuel delivery.

Other Services and Benets

Trip Interruption Benets and

Information:

If your registered Volkswagen model (owned or leased)

is disabled due to a mechanical condition over 100 miles

from your residence address, and the repair is covered

under your VW New Vehicle Limited Warranty or Certi-

ed Pre-Owned Warranty, you may be reimbursed for

trip interruption expenses if your vehicle cannot be made

safely operable the same day. Your coverage includes

reimbursement for:

y Lodging up to $100 per day

y Meals up to $100 per day

y Alternate transportation up to $100 per day

Trip interruption coverage is limited to reasonable

expenses up to a maximum of $500 per disablement/

incident, including all taxes and surcharges (excluding tips,

alcohol and fuel costs). This service is designed to assist

you with some of the unplanned expenses you may incur

while waiting for your vehicle to be repaired. Please note,

it is required that you contact the Volkswagen 24-Hour

Roadside Assistance Center in order to be eligible for trip

interruption benets.

Trip Interruption Reimbursement Instructions:

1. Contact the Volkswagen 24-Hour Roadside Assistance

Center (1-800-411-6688) and obtain a Volkswagen

Roadside Assistance reference number, within 24

hours of disablement.

2. The following items will be required:

y Date of roadside assistance service

y Entire VIN and vehicle mileage

y Repair order from dealership

y Itemized original receipts, for meals, lodging

and alternate transportation

y Volkswagen Roadside Assistance reference

number

3. Submit the above within 30 days of the disablement

to the mailing information listed on vw.com.

Please allow 4-6 weeks for processing of your reimburse-

ment.

Limitations of Liability:

Volkswagen 24-Hour Roadside Assistance strives to pro-

vide the nest in roadside assistance services through a

comprehensive network of independent service operators.

However, since these operators are independent business

people, Volkswagen and/or Volkswagen 24-Hour Roadside

Assistance does not assume liability for any loss or dam-

age resulting from the rendering of such service.

All claim inquiries for damage resulting from roadside

assistance services must be submitted to the Roadside

Assistance vendor within 30 days.

We encourage you to personally perform an inspection

and note any existing damage to the exterior and under-

carriage (where visible) of your vehicle before, during and

after your vehicle is loaded onto the vendor’s equipment.

Cancellation of Coverage:

Volkswagen or Volkswagen 24-Hour Roadside Assistance

may cancel coverage on any Volkswagen vehicle at any

time by written notice. There is no refund available to you

in the event of cancellation.

Currency:

All amounts referred to herein will be paid in U.S. dollars.

Vehicle Coverage:

Your registered Volkswagen model (owned or leased) is

the vehicle covered by Volkswagen 24-Hour Roadside

Assistance.

Changes in Coverage:

The services, policies, and procedures described in this

booklet are subject to change without notice.

How To Reach Volkswagen

24-Hour Roadside Assistance:

Just call toll free at 1-800-411-6688. You may also write

to the address listed on vw.com.

For all other Volkswagen inquiries, call Volkswagen

Customer Relations toll free at:

1-800-822-8987

“Volkswagen” and the Volkswagen logo are registered trademarks of Volkswagen

AG.

Printed in U.S.A.

01/2019

2019VWRoadGd23