Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my vehicle dropped off on 5/27/25 for overheating issues ********* states engine block failure so per advised by my warranty company ********** i had it towed to a in network shop. They never looked at my vehicle until 6/4/25 when they submitted claim stating i needed new motor. Never given an estimated time frame on repairs. I called a few times then said would be ready 6/20/25 vehicle was not ready then stated 6/30/25 vehicle was not ready then said 7/2/25 would be ready in which they called said come pick up. Upon picking up i got there right as they closed so wasnt able to inspect on their lot but upon driving down the rode i heard something dragging on ground as i drove i pulled over and looked they never reconnected my car horn was just hanging, i then tried to pop the hood of vehicle my latch is broken, i then noticed damage to the hood and passenger side and grill of my vehicle that was not present when i dropped it off and vehicle is making sound it was not making prior to them working on it as if they damaged my axle of something. I went back on 7/3/25 day after pick up they denied damages and said hood was broken prior to drop off but thats a lie because i added antifreeze to my vehicle on 5/27/25 because i drove it to work and i had *** tow it to their shop. I want the damages fixed and my hood latch fixed i cant even confirm if they actually changed the motor and they damaged my axle. Im highly upset and the customer ********************** was very horrible they never called me once throughout the entire process held my vehicle for over 30days before working on it i had to call my warranty company over ********************************************************************** worse shape than when i dropped it off. My truck was practically brand new no problem besides the overheating issue now i have many problems going on because of this shop!!!!!!! I have records showing from ********* the only problem was overheating now much more after they worked on it!!!!!

  Business Response

  Date: 07/10/2025

  So on the very first note it was dropped off  back in may, we have to jump thru 10 hoops to get silverock warranty to make any kind of repairs, we have to first diag the problem andt hen call silverock wait on them to send and adjuster and make the claim  on there side, we wait for them to send us parts and then we put in in line as far as where we are on our schedlue, it usually takes a month with them on an engine swap. if there is an isssue with the repairs we can reevaluate the issue. I havent heard about any of this until now

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23577999
  
  I am rejecting this response because:
  
  Complaint: 23577999
  
  I am rejecting this response because: they are providing false information i have proof claim was accepted on 6/4/25 shop claimed replacement motor was there on 6/10/25 said work would be finished on 6/20/25 then again 6/30/25 wasnt ready either dates and silver rock doesnt not take 30days they actually accepted all my claims right away long as shop submitted on time and lastly i have videos before and after drop off of my vehicle where would show no damage before but damaged after you all worked on it and I came back to shop very next day was not treated with respect was ignored when i first walked in older guy looked to be in charge literally walked off in my face never greeted me or anything then a young worker who i picked my vehicle up from the day prior tried telling me my hood was broken upon drop off which is a lie because i have video proof that it wasnt and you all are denying damages at this point!!!!!! And have video proof you all intentionally cut my hood wires!!!!
  
  Sincerely,
  
  ***** *******
  Sincerely,
  
  ***** *******

  Business Response

  Date: 07/10/2025

  so when we got the motor from silverrock it was a used motor which had to disassemble half the old motor & t replace parts on the used motor cause the main wiring harness was cut in half. we then have to start another claim to include all of this, not making excuses on the time frame after that. we took a little longer, i service several fleet entergy companies and when the roll in we stop doing what were doing to get them back on the road that was some of the issue. we dont damage cars when we repair them if we cause an issue we repair it. i dont  run from stuuf we damage if its our fault we fix them the horn is our fault my tech knew it wasnt bolted up. the hood latches were not opening properly or closing properly. we can do anothe rsilverock claim on those if need be,  we has it documented that the latches were jacked up . the hood latch would not open the hood from day 1 we had to remove the fender liner just to open the hood and close iit. we will glad to look at it we have it all documented on our paperwork, it should have taken as long to replace the motor but it did in this case.

  Customer Answer

  Date: 07/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ***** *******

  , TN 38016