We would like to take this opportunity to apologise for the length of time we have had your car with us here at AVW and for what seems like a breakdown in communications. We understand that our loan car is no substitute for your own but hope that you appreciate the service we provide free of charge to keep you on the road whilst this situation persists. Having initially carried out diagnostic work to determine the issue we decided that the best option was to exchange the engine with VW. We advised you that although your vehicle was under warranty it was unlikely that they would pay for the new unit given the incomplete nature of your service record. However we continued with the work under your instruction. Thus, before the warranty company would entertain the idea of providing a new unit we needed to strip down the engine for further examination at a cost to yourself, of which an outstanding balance remains. Therefore without confirmation from the warranty company and no definitive means of payment, the considerable amount of work remaining was put on hold. We hope you understand our dilemma and moving forward we can reach a solution as quickly as possible. Regards, Tim.