Complaints

This profile includes complaints for SilverRock's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SilverRock

  PO Box 29087 Phoenix, AZ 85038-9087

  
• 

  SilverRock

  4020 E Indian School Rd Phoenix, AZ 85018-5220

  

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:09/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 bought a truck through Carvana, everything was fine but then I noticed a grinding sound when I accelerated. I looked under the truck and noticed a leak coming from the axle. I called them and told them the issues I had, they assured me those would be covered under my warranty. So I set up a appointment at a in network provider, they have have the truck for two weeks and had not heard a single thing from anyone until today. The mechanic shop called me, informing me that I need to reach out because the inspector denied my claim. He was shocked, as the mechanic showed proof of metal shavings in the rear differential and the axle leaking. He said the insurance guy told him it was not leaking, it was seeping. I talked to multiple people at Silverrock and was basically told oh well, sorry about your luck. They refused to set up a secondary inspection, they refused. So know I have to pay $11,000 on a truck I just bought and have had for less than 100 days. This company is the worst kind of scum.

  

  Business Response

  Date: 09/22/2025

  Thank
  you for bringing your concerns to our attention. We take all feedback seriously
  and appreciate you taking the time to share your experience with us. Please see attached. 

  Customer Answer

  Date: 09/22/2025

  Took my truck to a second shop and that estimate was $700 to replace a leaking axle seal. They once again denied my claim and I had to pay out of pocket.

• Initial Complaint

  Date:09/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  1/25/2025 I purchased a ***************************************** **********, I purchased an extended warranty from SilverRock. Within a week we started having problems and found out the vehicle needed an engine. Finally after a month and a half we got another engine. I cancelled the warranty with SilverRock and was told that due to the cost of the replacement for the engine the cost was more that the cost of the warranty price which was *****. I am paying for a cancelled warranty on my vehicle and SilverRock is refusing to return the price of the warranty to the lender which would reduce the principle

  

  Business Response

  Date: 09/10/2025

  To Whom It May Concern:
  
  Thank you for bringing your concerns to our attention. We take all feedback seriously and appreciate you taking the time to share your experience with us. Please be assured that your complaint is currently under review by our team and that we are committed to investigating the matter to ensure that appropriate actions are taken.
  
  Should we require any further information or clarification, we will reach out to you directly. Otherwise, please consider this acknowledgment as confirmation that your concerns are being addressed. If you have any additional information or supporting documentation that you would like us to review and consider, please contact us at the number provided below. Please note that we are unable to discuss specific account details via email due to privacy and security concerns. For any account-related inquiries or to further discuss this matter, we encourage you to contact us directly by phone.
  
  Thank you for your patience and understanding. For any account-related inquiries or to further discuss this matter, we encourage you to contact us directly by phone at ************.
  
  Sincerely,
  
  ***** *.
  Agency Specialist

• Initial Complaint

  Date:08/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On April 25, 2025 I took possession of my 2018 GMC Terrain and al was good until July 30,2025 when my car shut off in the drive thru of *********s as it normally does since it has auto stop. However it wouldn’t restart at all. Not would it allow being jump started and I couldn’t shift gear into neutral to push it out of the drive thru. I had to pay $110 to have it moved from drive thru to a parking space. The next day having contacted silverrock I had the car towed to one of their in network repair shops. This was on a Thursday afternoon and the last day my warranty was good was Monday August 4th. I called the shop and the guy Hardy was a jerk. Said he guess he ought to put it in the shop over the weekend and not leave it in the yard. I called silverrock and they said have to wait 48 hrs. Call them again next day and lady says she’ll call them Monday. Monday comes and 3 different silverrock agents try to call shop and get no answer. I then have my car towed to Firestone Monday afternoon after having sat at previous shop for 4 days untouched. Firestone writes up the work order for a diagnostic on that afternoon but doesn’t run it until Tuesday morning August 5th and what do you know it’s no longer covered cause warranty expired. They said claim is filed once shop submits diagnostic to them which is utter crap. Claim should start the minute I call in for a tow truck.

  

  Business Response

  Date: 08/25/2025

  August 25, 2025
  
  Re: Complaint
  #********
  
  To
  Whom It May Concern:
  
  Thank
  you for bringing your concerns to our attention. We take all feedback seriously
  and appreciate you taking the time to share your experience with us. Please be
  assured that your complaint has been reviewed by our team and that we have
  investigated the matter to ensure appropriate actions are taken.

  Customer Answer

  Date: 08/25/2025

  I believe based on the number of complaints you’ve received that the company does this on purpose. 

• Initial Complaint

  Date:07/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 am formally requesting a written statement from SilverRock **************** regarding the companys position on an unresolved reimbursement matter, so I can present to ******* in pursuit of appropriate financial remedy. They have thus far refused to give me anything in writing, only tell me verbally.On June 16th, I purchased a car through *******. Upon delivery, the vehicles dashboard displayed a ***************** by 65 Days warning. I was still within Carvanas 7-day return period and took action immediately. I followed the procedures outlined by SilverRock and Carvana to get it resolved Specifically:I contacted their team and was referred to a list of in-network service providers.None of the referred providers were able to perform the required Service B maintenance.I was instructed to have the service performed at a dealership and to have the provider email SilverRock directly, which they did.The deductible was waived as per their internal protocol.I then proceeded to dealership for service. The out-of-pocket cost totaled $943. I submitted all required documentation in support of a reimbursement claim.Despite full compliance with all requirements, the reimbursement claim was denied. Two SilverRock managers independently informed me that this is a Carvana liability because the vehicle was delivered with a pre-existing service alert and that ******* failed to reset the maintenance indicator prior to delivery.However, ******* representatives have stated unequivocally that they cannot process a reimbursement. Their continued refusal to issue such a statement is materially obstructing my ability to pursue remedy from the appropriate party and may constitute bad faith.This documentation is necessary for me to pursue reimbursement from ******* or to seek legal recourse. Failure to provide this letter may be interpreted as an attempt to shield one party from liability while deflecting accountability, which is unacceptable.

  

  Business Response

  Date: 07/25/2025

  July 25, 2025
  
  Re: Complaint # ********
  
  To Whom It May Concern:
  
  Thank you for bringing your concerns to our attention. We take all feedback seriously and appreciate you taking the time to share your experience with us.
  
  Please be assured that your complaint is currently under review by our team and that we are committed to investigating the matter to ensure that appropriate actions are taken.
  
  Should we require any further information or clarification, we will reach out to you directly. Otherwise, please consider this acknowledgment as confirmation that your concerns are being addressed. If you have any additional information or supporting documentation that you would like us to review and consider, please contact us at the number provided below.
  
  Please note that we are unable to discuss specific account details via email due to privacy and security concerns. For any account-related inquiries or to further discuss this matter, we encourage you to contact us directly by phone.
  
  Thank you for your patience and understanding. If you require further information,please do not hesitate to contact our *************************** at ************.
  
  Sincerely,
  
  ***** *.
  Agency Specialist

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 bought a car with ******* and took delivery on April 22, 2025. They have a 100 day / 4189 mile warranty to cover issues they may come up as guarantee that is part of this sale. With in 2 weeks I found two leaks come into my car. I contacted them and they send to me to Silver Rock who handles these claims for them. Silver Rock took over a week to get back to me after two failed attempts at getting the app to work and then calling in 3 different occasions to get. I then get a text and begin the process via a mechanic shop that Silver Rock sent me to. They told me without even looking at it that they couldn't do this type of repair. I tried one other place and was told it is work a bodyshop would do. I call Sliver Rock again the next day and they then send me to a bodyshop. I take it that week and after 3 days I contact the body shop who said they never got anything from *** I call ** and they inform me that I have to have the shop call them. So I give the shop the number and my info and they contact them. The next week I call the shop again 2 days in a row with no update. Out of the blue I get a message from ** telling me to take it to a ** dealership. I get an appointment at ** and finally get it looked at but it took another 4 days due to their load (by they told me when I set the appointment). During this time ** authorized a reimbursement for a rental so I got one which also took work because the reserved a car for me at a location that had no cars. I finally figure it out my self. After inspecting ** sends ** the estimate and it is denied based on miles are over 403 and that makes the warranty void now. I called ** and spent nearly an hour twice with them explaining that the first time it went to a shop is the miles of the issue being diagnosed and so it should still be covered. They claim the bodyshop told them my miles were the exact same as what I drove it off the lot with. This is impossible for them to know. ** refuses to cover the work

  

  Business Response

  Date: 07/23/2025

  July 23, 2025
  
  Re: Complaint # ********
  
  To Whom It May Concern:
  
  Thank you for bringing your concerns to our attention. We take all feedback seriously and appreciate you taking the time to share your experience with us.
  
  Please be assured that your complaint is currently under review by our team and that we are committed to investigating the matter to ensure that appropriate actions are taken.
  
  Should we require any further information or clarification, we will reach out to you directly. Otherwise, please consider this acknowledgment as confirmation that your concerns are being addressed. If you have any additional information or supporting documentation that you would like us to review and consider, please contact us at the number provided below.
  
  Please note that we are unable to discuss specific account details via email due to privacy and security concerns. For any account-related inquiries or to further discuss this matter, we encourage you to contact us directly by phone.
  
  Thank you for your patience and understanding. If you require further information, please do not hesitate to contact our *************************** at ************.
  
  Sincerely,
  
  ***** *.
  Agency Specialist

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 recently purchased a vehicle with a SilverRock warranty. Upon inspection, the dealership acknowledged that the tires were worn, with visible patches, and advised that SilverRock could assist with their replacement under the warranty. However, after multiple attempts and discussions, SilverRock denied my claim, stating the tires were in acceptable condition—despite a licensed mechanic confirming they are unsafe and in poor shape.
  
  This experience has been extremely frustrating and disappointing. Based on the lack of support and refusal to address a legitimate safety concern, I would not recommend SilverRock warranties and will not be purchasing coverage from them in the future.

  

  Business Response

  Date: 07/10/2025

  SilverRock thanks the Better Business Bureau for the opportunity to address this matter. Please see attached with customer concerns

  Customer Answer

  Date: 07/11/2025

  I am not satisfied with the response provided by the company. Each time a certified shop expressed concern about the condition and safety of the tires, SilverRock failed to take appropriate action and instead offered excuses rather than solutions. The consistent dismissal of legitimate safety concerns is unacceptable and reflects extremely poor customer service.
  
  
  Based on this experience, I would not recommend purchasing an extended warranty from SilverRock. I will never use their services again, and I strongly urge other consumers to exercise caution before doing business with this company.
  
  

• Initial Complaint

  Date:06/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 recently purchased a vehicle from Carvana, to my knowledge an affiliate or partner with SilverRock and after purchasing the vehicle, I was within my grace and the vehicle was running rough and shifted hard. I took it to the vehicle make to run a diagnostic on the vehicle to make sure that everything was good. It cost me 458.88. I reached out to Carvana who referred me to Silver Rock. I was told that I couldn’t get the recommended service of the transmission flush covered but the diagnostic would be reimbursed. I was sent a form. There were mix-ups and misinformation. I was denied the reimbursement because the bill from The dealer has the diagnostic listed under the multi-point inspection section. I was told I could try to go back to the dealer and see if they could reword the bill but this is completely ludicrous. It even states that my Service was booked as General Diagnostic. It says 1.5 DIAG billed at 375 on the bill and they still denied it. The information they require for my reimbursement is on the bill yet they refuse to pay. Worse experience, whole staff not nasty the misinformation is horrible customer service and communication poor. Given two different numbers, had to send information 3 times. Representative repeating himself. Claim was authorized then denied. Would not recommend you use this company at all when purchasing extended warranty. Avoid at all cost and probably just return the vehicle.

  

  Business Response

  Date: 06/26/2025

  Thank
  you for bringing your concerns to our attention. We take all feedback seriously
  and appreciate you taking the time to share your experience with us.
  
  Please
  be assured that your complaint is currently under review by our team and that we
  are committed to investigating the matter to ensure that appropriate actions
  are taken.

  Customer Answer

  Date: 06/27/2025

  the response doesn’t offer resolution nor explanation. Simply states they are reviewing. Please be advised that a representative called me to discuss and was citing a misunderstanding of words. Completely false. She being now the 6th person I have spoken to. I have attached the email that stated my reimbursement was started as well as the email from the dealership that states what they define as their diagnostic. I have also attached the part of a text message from another representative about the reimbursement wording of diagnostic. This company is completely unorganized and discombobulated. Look at how many people are misinformed and making statements.

  

  Business Response

  Date: 07/07/2025

  Thank
  you for your patience, we appreciate the opportunity to address your concerns. During
  our review we identified that on June 16, 2025, we received your reimbursement request
  for the out-of-pocket expense of a multipoint inspection. The invoice indicated
  that no failures were identified, therefore, we are unable to authorize your request
  as the inspection is non-covered, per the terms of the Warranty.
  
  Upon
  review, we can confirm that all applicable policies and procedures were
  followed in the administration of the Warranty. If you require further
  information, please do not hesitate to contact our Customer Service department
  at 866-628-3905. 

  Customer Answer

  Date: 07/09/2025

  As you can see from the messages I received from SilverRock they gave me false information. I was told to get the information from the dealer about the diagnostic. The dealer representative clarified their diagnostic in an email to me and SilverRock who said if I could get this information I could submit for reimbursement and I followed what they said and they still went back on their word. Deplorable! 

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We bought a car thru carvana and have a 100 day warranty through silver rock. When noticed the trunk wouldn’t work. Went to their preferred maintenance dealer who told us they couldn’t fix it and it should go to the dealership. Call Silver rock to get guidance on May 14, well within the warranty period. They deny me going to the dealership but sent me to the one preferred provider that is 75 miles away. Took us 3 weeks to get that appointment. Today was told we are now 200 miles over the warranty period and were denied. Even though I have been in process with them for 3 weeks and did everything they told me to do. And only now am I out of coverage. I will not let this stand. They will honor their commitment to me. One way or another.

  

  Business Response

  Date: 06/13/2025

  Thank
  you for bringing your concerns to our attention. We take all feedback seriously
  and appreciate you taking the time to share your experience with us.
  
  Please
  be assured that your complaint is currently under review by our team and that we
  are committed to investigating the matter to ensure that appropriate actions
  are taken.

  Customer Answer

  Date: 06/16/2025

  yeah there is nothing resolved here. This companies process that followers exactly as instructed left me without coverage by the time I got to their recommended facility. There has been no acknowledgement of that and therefore no resolution.  I will follow thru with this complaint and a complaint to the NC Attorney General until I have resolution. 

  

  Business Response

  Date: 06/27/2025

  We appreciate the opportunity to address
  your concerns. We have confirmed that all policies and procedures were followed
  in the administration of the ancillary products.

  Customer Answer

  Date: 06/30/2025

  your response does not address the nature of the complaint and feels like an attempt at premature resolution without any actually resolution. When the issue with the car was first reported - we were well within miles for full coverage for the trunk issue. You told us to take the car to an approved dealer. We did - they could not fix it. We called you again with permission to get it fixed on own to submit the expenses. I was told to not do that but take it to a specific repair spot an hour away. It took me 3 weeks to take their first available appointment and by the time I got it there you said I was then out of warranty. This is unacceptable. The issue is still unresolved. I would appreciate your helpful attention to this matter. 

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On March 10, one month after purchase, my Chevy Bolt EUV—purchased from Carvana with a SilverRock warranty—developed a drivetrain issue. I attempted to schedule a diagnosis with SilverRock’s in-network provider, *** ****, but they do not service EVs. The issue subsided temporarily, then returned on April 16. I contacted **** ********* in Prescott—the only qualified provider in my area—and was given the soonest available appointment: April 25.
  
  On April 25, I brought the vehicle in. The advisor confirmed in writing that I presented the vehicle that day. However, they could not take it in due to lack of loaners, so a drop-off was scheduled for April 29. I contacted SilverRock the same day to request rental approval and inform them of the situation. When asked for mileage, I said I’d need to check, but the rep insisted I estimate it from memory, which I did.
  
  On April 29, I dropped the vehicle off and picked up the rental with SilverRock’s approval. On April 30, I was verbally informed that the claim was denied because the vehicle was 90 miles past the contract mileage at the time of diagnosis—despite the fact that the issue had been reported and the vehicle presented during the covered period. The 90 miles clearly accrued between April 25 and 29 due to commuting while waiting for the drop-off date. SilverRock’s only in-network shop does not service EVs, and **** was my only option.
  
  I submitted appeals and documentation, but SilverRock failed to issue a written denial until May 14—two weeks later—after repeated follow-ups, while I was left without transportation. I paid $655 for the repair and $384 for the rental, totaling $1,069, despite following all procedures and having a valid claim.

  

  Business Response

  Date: 05/21/2025

  
  May 21, 2025
  
  Re: Complaint
  # ********
  
  To
  Whom It May Concern:
  
  Thank
  you for bringing your concerns to our attention. We take all feedback seriously
  and appreciate you taking the time to share your experience with us.
  
  Please
  be assured that your complaint is currently under review by our team and that we
  are committed to investigating the matter to ensure that appropriate actions
  are taken.
  
  Should
  we require any further information or clarification, we will reach out to you
  directly. Otherwise, please consider this acknowledgment as confirmation that
  your concerns are being addressed. If you have any additional information or
  supporting documentation that you would like us to review and consider, please send
  us an email at [email protected].
  
  Please
  note that we are unable to discuss specific account details via email due to
  privacy and security concerns. For any account-related inquiries or to further
  discuss this matter, we encourage you to contact us directly by phone.
  
  Thank
  you for your patience and understanding. If you require further information, please
  do not hesitate to contact our Customer Service department
  at 866-628-3905.
  
  Sincerely,
  
  Katie
  S.
  Agency
  Specialist
  

  Customer Answer

  Date: 05/22/2025

  Thank you for the acknowledgment. However, this response does not address or resolve the core issue presented in my original complaint. I have already provided documentation supporting my claim, and I am still awaiting a decision or proposed resolution from SilverRock. I am happy to cooperate further, but I do not consider this matter resolved at this time.

  

  Business Response

  Date: 05/30/2025

  May 30, 2025
  
  Re: Complaint # ********
  
  To Whom It May Concern:
  
  We appreciate the opportunity to readdress your
  concerns. We have concluded our review and confirmed that all policies and
  procedures were followed in the administration of Carvana Limited Warranty
  (Warranty).
  
  On February 8, 2025, you purchased a 2022 Chevrolet
  Bolt EUV from Carvana. The vehicle came with a free 100-day/4,189-mile Warranty.
  You were presented with the option and ultimately declined to purchase a
  Vehicle Service Contract (VSC) for additional mechanical coverage.
  
  On April 30, 2025, an out of network repair
  facility (ONRF) contacted SilverRock to initiate a claim for replacement of the
  transmission range control module. SilverRock was unable to authorize the repair
  as your Warranty had expired due to mileage. We can confirm that a denial
  letter was sent to your email address on May 13, 2025.
  
  SilverRock thanks the Better Business Bureau
  for the opportunity to readdress this matter. Should you have any additional
  questions, please contact our Customer Service team directly at (866) 628-3905
  
  Sincerely,
  
  Katie S. 
  Agency Specialist
  

  Customer Answer

  Date: 06/03/2025

  SilverRock’s response completely sidesteps the core issue: the mechanical failure occurred well within the contract period, and the vehicle was physically presented for service within both the time and mileage limits of the warranty.
  
  Their denial is based solely on the mileage at the moment the diagnostic was completed — ignoring that I called and scheduled the repair, and even physically brought the vehicle in for service, while the contract was still in effect. The only reason the diagnostic was delayed was because (1) SilverRock’s in-network provider does not work on EVs, and (2) Casa Chevrolet had no earlier availability or loaners.
  
  I flagged the issue and took action immediately. Their rep asked me to “guess” my mileage instead of checking it. I complied in good faith — and they later used that guess against me.
  
  Additionally, SilverRock:
  - Took two full weeks to issue a formal denial (after verbalizing it), stalling my ability to appeal or escalate,
  - Offered no alternatives for EV service within network,
  - Gave verbal rental approval, then refused to cover the claim,
  - Knew the facts and timeline but chose to hide behind a mileage technicality that would not exist had they acted fairly.
  
  This is not a “policy-followed” situation — it’s a case of bad faith administration where the spirit of coverage was violated, despite the letter being manipulated.
  
  I request full reimbursement of the $1,069 I incurred due to SilverRock’s failure to act ethically: $655 for the repair, $384 for the rental. Supporting documentation and timeline were already submitted. The record speaks for itself.
  
  I reject this response.

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  -Car was purchased from DriveTime in Knoxville, TN around 11/14/2024.
  -Around 12/2/2024 the car lost engine pressure while driving kids to an appointment in Chattanooga, TN (drive out tags still on car at this time), took to SilverRock authorized Firestone shop - shop said consumption issue and SilverRock refused to pay for repair.
  -Around 1/15/2025 car would not start - taken to a different authorized Firestone service shop again in Knoxville, TN - car was recommended for a motor due to consumption issues SilverRock refused and said a different shop needed to look at it.
  -Around 2/1/2025 the car went into another authorized shop - Pep Boys in Knoxville, TN to be looked at again - again it was noted to have a major consumption issue. SilverRock refused to cover the repairs again & I paid out of pocket for this repair.
  -Around 3/26/2025 the car needed 7 quarts of oil to start and then refused to start again and went into an authorized Firestone shop in Waterloo, IA where a motor was finally put in it around 4/4/2025 after more back and forth with Silver Rock.

  

  Business Response

  Date: 05/07/2025

  Thank
  you for bringing your concerns to our attention. We take all feedback seriously
  and appreciate you taking the time to share your experience with us.
  
  Please
  be assured that your complaint is currently under review by our team and that
  we are committed to investigating the matter to ensure that appropriate actions
  are taken.

  Customer Answer

  Date: 05/08/2025

  SilverRock reached out to me after receiving this complaint to explain to me why I should be ok with the condition and responses to claims they have had thus far. Claiming that they followed their contract to the letter, however even in the conversation it was brought up that part of my February claim should have been covered. I have submitted all documents requested multiple times, with still no resolution, and when asked about the cars inspection before sold was informed that it goes to an authorized facility, like I have been taking it to, and is thoroughly inspected and anything wrong is replaced, however it had an oil change according to all parties that were involved in the sell around 11/14/2024 when purchased and was bone dry of oil On 12/2/2024 when it lost engine pressure with drive out tags still on it. With their authorized repair facility stating oil consumption. I’m only asking for what I’ve put into the car for repairs and while it was down for missed wages and further repairs as reimbursement.

  

  Business Response

  Date: 05/16/2025

  We appreciate the opportunity to address our
  customer’s concerns. We have concluded our review and confirmed that all policies
  and procedures were followed in the administration of the Vehicle Service Contract.
  
  Between December 2024 and February 2025,
  three claims were initiated by two separate in-network repair facilities (INRF)
  recommending replacement of the valve cover, ignition coil, and to perform an
  oil change. We can confirm that we were unable to authorize these repairs as
  they are non-covered components. On March 14, 2025, an INRF initiated a claim
  for an engine replacement, and it was authorized. The repairs were completed on
  April 10, 2025.

  Customer Answer

  Date: 05/20/2025

  SilverRock refused to cover a potentially covered part (their words) and only instructed us on how to get it covered after they knew the repair was paid for and getting what they needed to cover the part was no longer possible. On top of that I have paid out over $1,000 in car rental while waiting on repairs and they only offered $360 after refusing my documentation several times.