While driving on city street, the passenger seat heater caught the seat on fire burning seat cover, and passenger's coat, fleece vest and scalding back of passenger. There was not a crash, but this event could have been more severe if it had been the driver or if more significant injury to passenger. We were very concerned about this event because of safety and loss of personal property and injury. We immediately contacted our local Volkswagen dealership who took photos and commented that "this should not happen regardless of age of our vehicle and we will address this right away". we contacted Volkswagen's online customer care service via email as advised by our local dealership. After a few email exchanges, Volkswagen finally commented that this event is not their responsibility because of the age and mileage of the vehicle. We are most concerned about the safety of the vehicle. Volkswagen commented that this event is strictly a warranty issue and considering the age and mileage of the vehicle, there are no applicable warranties. Volkswagen commented further that if we want to ensure safety of the seat heaters or other aspects of the van, we must schedule an appointment with the dealer and we will be responsible for the cost of the diagnostics and all repairs.

- Bozeman, MT, USA