Complaints
This profile includes complaints for SilverRock's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 516 total complaints in the last 3 years.
- 204 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/18/2024
Type: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 purchased a 2015 Nissan Versa Note on November 2nd that according to the dealer had passed the 150 points inspection. However, the clutch stopped working on December 5th. Silver Rock paid for a diagnostic, but said that could not take care of the clutch repair because the clutch is considered a wear an tear part.
A clutch that fails a month after a car passes a 150 point inspection, it is not a wear an tear problem but an indication that the car was not inspected property, and the clutch was already failing. Therefore, the value of the car is lower than what I paid.
For this reason, I would like to ask either for a refund for the repair, or an adjustment on the car price.
I had the repair done and the cost was 3069.50.
Business Response
Date: 12/23/2024
Thank
you for bringing this matter to our attention. We appreciate the opportunity to
address our customer’s concerns. Please see the attached for details.Customer Answer
Date: 12/24/2024
I received an email from the SilverRock representative and t left a voicemail. I missed a phone call from the representative yesterday, and I left another voicemail today. I emailed a copy of the receipt for the car repair, yesterday, as encouraged to do so on the business response, and I am waiting to hear back.Business Response
Date: 01/03/2025
We
appreciate the opportunity to readdress our customer’s concerns. On January 2,
2025, we attempted to contact our customer to discuss her concerns, however, we
were unsuccessful in reaching her. We sent email correspondence advising of our
contact attempt and provided our demographic information. At this time, we can
confirm that our customer has been issued a reimbursement in the amount of
$3,069.50. She may expect to receive a check via mail within 7-10 business
days.Customer Answer
Date: 01/07/2025
After sending the receipts of the payment for the repairs, the company's agent left me a voicemail letting me know that after reviewing the claim, a reimbursement of the full amount requested would be mailed to me, and I am now waiting on the reimbursement. Once I receive the check, I will consider the case solved.Initial Complaint
Date:10/21/2024
Type: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 writing to formally lodge a complaint regarding the mishandling of repairs under my vehicle warranty. In November 2023, upon purchasing my car through DriveTime, I received a warranty through SilverRock. Shortly after, I experienced an issue with the vehicle and took it to a mechanic authorized by SilverRock. Unfortunately, the mechanic misdiagnosed the problem and replaced a part that was not responsible for the issue.
When the same issue persisted, I returned to Firestone, the same franchise, in March. Again, they diagnosed and replaced the wrong part, despite the issue being something else. I have repeatedly communicated with SilverRock, highlighting that the root cause of the problem was not being addressed, yet your team continues to avoid resolving the actual issue.
Now, I am still experiencing the same problem I reported within 30 days of purchase. SilverRock has declined to assist me, despite my consistent efforts to seek help. When I raised concerns about the company's handling of the issue, your team admitted to the mistake but indicated it was too late to rectify.
I am requesting one of two actions:
A full refund of the warranty so I can fix the car out of pocket.
Honor the warranty and address the real issue by replacing the catalytic converter, which has been the root problem from the beginning.Business Response
Date: 10/28/2024
Thank you for bringing this
matter to our attention. We appreciate the opportunity to address our
customer’s concerns. Please see the attached for details.Customer Answer
Date: 10/28/2024
sadly they have addressed this response to a different customer i have been trying to contact Peyton to confirm the acceptance of documents she has failed to contact me back after many different tries i feel again like i am being intentionally scammed. I am waiting for the final response and for these companies to own up to their mission statements “ to create opportunities and improve lives”(DriveTime) “provide quality warranty products with a customer-centric claims process to create opportunities and improve lives.” (Silverock)where they are clearly laking to provide in my caseBusiness Response
Date: 11/07/2024
We appreciate the opportunity to readdress
our customer’s concerns. At this time, as a goodwill gesture, DriveTime elected
to assist our customer with the expense of the catalytic converter replacement.
On November 1, 2024, we provided authorization to the repair facility and have
confirmed the repair was completed on November 5, 2024.Customer Answer
Date: 11/15/2024
for the moment the part was installed at no coat which I appreciate you guys taking care of it, however there is now another problem with my car and now this part is within warranty and within millage and Silverrock is not honoring the warranty I have over a week without my car and they are unable to send the adjuster to the dealership when they said it was 24-48 hours it has been more than that once again I do not think they want to honor the warrantyInitial Complaint
Date:10/17/2024
Type: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.
The Ongoing Struggles with My Car Repairs
Over the past few months, my car has been in and out of the shop under SilverRock mechanics a total of four times. Each time, I reported issues with the vehicle, hoping for a resolution, but unfortunately, they were never able to find or diagnose the problem. Despite my persistence, the car’s issues continued, leaving me frustrated and concerned for its safety and reliability.
The cycle repeated—I'd bring the car in, explain the symptoms, and after days of waiting, the response would always be the same: "We couldn’t find any issues." After four visits, I began to lose faith in their ability to properly diagnose and fix the problems.
Finally, I decided to take my car to an outside mechanic, one not affiliated with SilverRock, for a second opinion. Almost immediately, they were able to identify several issues with the car that had gone unnoticed by SilverRock. The outside mechanic found problems that, in hindsight, explained the symptoms I had been experiencing all along.
This experience has left me questioning SilverRock’s expertise and thoroughness. While I appreciate their attempts, it’s clear that they missed crucial details that a fresh set of eyes quickly uncovered. Now, thanks to the outside mechanic, the car is finally being repaired properly, but it’s disappointing that it took four unsuccessful visits to realize I needed to seek help elsewhere.Business Response
Date: 11/01/2024
Thank
you for bringing this matter to our attention. We appreciate the opportunity to
address our customer’s concerns. Please see the attached details.Customer Answer
Date: 11/01/2024
As per carvana and silver rock Inc, I did take the vehicle to the recommended auto shops. When they Inspected the vehicle I was told by *** ********** that they would call and send reviews of what they found. I then took the car to ***** another one of silver rocks recommendations again I was told their was nothing wrong with the car. I took it into my own hands once I k ew I was not going to get anywhere with silver rocks shops. My shop instantly gave me a quote for a water pump, lower control arms , wheel bearings etc. I purchased the car Aug 30th and that day called and complained from that point on I was given the run around. Now either the shops are involved somehow with silver rock to not report problems or the shops and silver rock have no idea what they are doing.
Business Response
Date: 11/13/2024
We appreciate
the opportunity to readdress our customer’s concerns. Page two of our
customer’s Carvana Limited Warranty (Warranty), under the section titled
“coverage exclusions” explains: “(b)…We have no obligation under this Limited
Warranty for:…(19)…repair or replacement of any Covered Part if a Breakdown has
not occurred or if the wear on that part has not exceeded the field tolerances
allowed by the manufacturer.“Customer Answer
Date: 11/14/2024
from the first day of purchase carvana and silver rock were informed of issues with the vehicle purchased. As I stated before I made appointments with the recommendation of silver rock which lead to my thoughts of them working together to not have to fix the vehicle. I then took it to a real mechanic shop and they diagnosed the issues right away. I will be filling g in the ongoing investigation on carvana and silver rocks negligence to follow their warranty policies in the lawsuit at hand. I've wasted time with silver rock k and caravan to correct the situation.
Mr. ******
Initial Complaint
Date:09/26/2024
Type: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 9/6/24 bought a truck from Carvana and on the 6th day I called them to report a brake issues. I was told by Carvana customer service to contact SilverRock and they would fix the problem with paying any fees free of charge. Today is 9/26/24 and I have only drove my car 6 times since receiving it. Carvana told me to contact SilverRock. SilverRock told me to go to one of their vendors for repair. I went to Firestone, and they gave SilverRock a diagnostic with pictures. Firestone found over 10 things needing repaired (in which Carvana 150 vehicle inspection should have diagnosed and fixed). SilverRock refused to approve the repairs. They then sent an adjuster out to recheck the vehicle and still did not approve repairs. Firestone manager stated SilverRock wanted his to put old brake pads on my truck and he stated it is against Firestone policy and is also unsafe to the customer. He also stated SilverRock did not want to pay for labor and parts and wanted more of a discount. He states Firestone already gives a discounted rate to SilverRock as a vendor. Firestone manager states he refused the job because of the risk of brake failure to me. I have spoken with SilverRock customer service several times to no avail. Today, I was told I have to send the vehicle to another vendor and start the claim all over again which will still delay me having transportation. It has been almost a month gone and I am unable to have a working truck. I cannot afford to rent a vehicle. My first payment is 10/06/24 for only 6 days of driving. SilverRock does not care about the customer.Business Response
Date: 10/03/2024
Thank
you for bringing this matter to our attention. We appreciate the opportunity to
address our customer’s concerns. Please see the attached for details.Customer Answer
Date: 10/04/2024
Dear ******* *******,
I am writing to
express my dissatisfaction with the response provided by SilverRock regarding
Complaint #********. On the sixth day
of owning the vehicle, I noticed issues with the brakes and immediately
contacted Carvana to address the issue. I was assured that the problems would
be fixed through their warranty company, SilverRock, and was advised to keep
the vehicle. SilverRock required me to visit their vendor, ********* ******** **** ****. The inspector sent a report to SilverRock detailing the
necessary repairs. However,
despite being told that the vehicle had undergone a 150-point inspection which
should have caught any potential issues, it is unacceptable that they are delaying the process and
making it difficult for me to get the necessary repairs done promptly. The manager at ********** ***** expressed concerns about reinstalling the worn backward
brake pads as it goes against their company policy. Additionally, SilverRock
was hesitant to cover the costs of the parts and labor and even requested an
additional discount from *********. This caused further delays in the
resolution of the issue. I am a working
educator and cannot afford to miss work or pay for a rental car at $60 per day.
I need a vehicle to get to work and fulfill my responsibilities. I urge SilverRock to approve the repairs at ********* without further delay. I
do not want to go through the hassle of filing multiple claims and visiting
different repair shops. I believe that
SilverRock should honor their agreement and cover the necessary repairs as
outlined in the initial diagnostic report. It is unacceptable for them to try
to cut costs at the expense of my safety and the proper functioning of my
vehicle. I am eagerly waiting for
a resolution to this issue so that I can continue using my vehicle without any
safety concerns. Thank you for your prompt attention
to this urgent matter.
Sincerely, ****** *************Business Response
Date: 10/14/2024
We
appreciate the opportunity to readdress our customer’s concerns. At the time of
purchase, our customer reviewed, signed, and acknowledged the Carvana Limited
Warranty terms and conditions. Included within the terms of the Warranty’s
Coverage Exclusions under section b19 it states: Adjustments of or to,
repair or replacement of any Covered Part if a Breakdown has not occurred or if
the wear on that part has not exceeded the field tolerance allowed by the
manufacturer. We can confirm the inspection report indicated there
were no present failure for the recommended repairs. Subsequently, we were
unable to authorize the requested repairs.Customer Answer
Date: 10/16/2024
I have sent my truck to your in-network vendor at ******* in which this would be the second in network vendor. The address to ******* is **** ** ******* **** ********** ** ***** phone number ************. The diagnostic will address the continued problems. Please call me at ************ to update me on repairing my truck.Initial Complaint
Date:09/10/2024
Type: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 received a car from ******* in June 2023 with the guarantee that there were no issues. On 09/07/24 the car suddenly stopped accelerating on a busy intersection putting me in danger. After taking it to a trusted mechanic I was informed that the transmission was bad. ******* has refused to provide any assistance or resolution regarding this issue. They stated that SilverRock informed them that the car had no issues and referred me to them directly.Business Response
Date: 09/17/2024
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customers concerns. Please see the attached for details.Initial Complaint
Date:09/06/2024
Type: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.
Carvana approved repair due to online listing failed to disclose pet damage to passenger door. SilverRock denying the approved repair claiming claw marks from pet as normal wear.Business Response
Date: 09/20/2024
Thank
you for bringing this matter to our attention. We appreciate the opportunity to
address our customer’s concerns. Please see the attached for details.Customer Answer
Date: 09/21/2024
Tried to contact person handling case but was not successful.Business Response
Date: 10/08/2024
Upon further review, SilverRock authorized the cosmetic
exception per the Carvana’s directive. On
October 8, 2024, we attempted to contact our customer to discuss the
information referenced above, however, we were unsuccessful in reaching him.Customer Answer
Date: 10/11/2024
I have already purchased replacement parts and had installed. I’ll accept reimbursement for cost of part which I have attached copy of receipt. I have attempted to reach back to advocate handling case and left voicemail.Initial Complaint
Date:08/31/2024
Type: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 have tried multiple times to settle this with the business, but what they’re telling me doesn’t seem possible or likely. I’ve had years worth of issues with this company in the past, and they sent me a reimbursement check that I reached out to have reissued. It’s been two months since I first reached out to them, and they claim they’ve sent the check via usps twice now that I haven’t received. I confirmed the address with them, so it seems unlikely that a normal piece of mail would go missing twice. I’ve given them countless chances and can’t get anywhere.Business Response
Date: 09/06/2024
Thank
you for bringing this matter to our attention. We appreciate the opportunity to
address our complainant’s concerns. We have confirmed our complainant is an
authorized third party for the vehicle. Please see the attached for details.Business Response
Date: 09/06/2024
Thank
you for bringing this matter to our attention. We appreciate the opportunity to
address our complainant’s concerns. We have confirmed our complainant is an
authorized third party for the vehicle. Please see the attached for details.Customer Answer
Date: 09/06/2024
I fully reject this response. The attempts at contact they are referring to were while I was working, and I have followed up twice only to be ignored yet again. They stated in their response they would be reaching out to BBB to close the case without actually taking the correct efforts to speak with me. I still expect the Silverrock employee that reached out via email to respond to MY last two attempts at contact with her.Customer Answer
Date: 09/06/2024
I fully reject this response. The attempts at contact they are referring to were while I was working, and I have followed up twice only to be ignored yet again. They stated in their response they would be reaching out to BBB to close the case without actually taking the correct efforts to speak with me. I still expect the Silverrock employee that reached out via email to respond to MY last two attempts at contact with her.Business Response
Date: 09/16/2024
We appreciate the opportunity to readdress
our complainant’s concerns. On September 5, 2024, the account holder contacted
us and provided his banking information for the reimbursement to be directly
deposited into his account. However, we have identified that our deposit request
was rejected due to an error in the routing number. On September 16, 2024, we
spoke with the complainant and explained the aforementioned information. At
this time, we have elected to deposit the reimbursement funds into the
complainant’s account.Business Response
Date: 09/16/2024
We appreciate the opportunity to readdress
our complainant’s concerns. On September 5, 2024, the account holder contacted
us and provided his banking information for the reimbursement to be directly
deposited into his account. However, we have identified that our deposit request
was rejected due to an error in the routing number. On September 16, 2024, we
spoke with the complainant and explained the aforementioned information. At
this time, we have elected to deposit the reimbursement funds into the
complainant’s account.Customer Answer
Date: 09/20/2024
The person that responded to this complaint is aware, there are a lot of things left to resolve. And with me reaching out almost daily for 3 months straight for a small part of the problem (the easiest to remedy) to be “fixed” should not be reflected as them as handling the situation properly. Companies should not be able to blatantly lie like this, not follow through on their written obligations, or ignore their customers. I am happy to provide proof of this, because Silverrock has done all of those things and more throughout the years, including this situation most recently. I will not accept this response until the situation is fully addressed. It’s also very telling that Silverrock can reach out to the BBB very quickly after taking small steps to resolve the issue, but can ignore me for weeks at a time. This is not the way companies should be allowed to do business.Customer Answer
Date: 09/20/2024
The person that responded to this complaint is aware, there are a lot of things left to resolve. And with me reaching out almost daily for 3 months straight for a small part of the problem (the easiest to remedy) to be “fixed” should not be reflected as them as handling the situation properly. Companies should not be able to blatantly lie like this, not follow through on their written obligations, or ignore their customers. I am happy to provide proof of this, because Silverrock has done all of those things and more throughout the years, including this situation most recently. I will not accept this response until the situation is fully addressed. It’s also very telling that Silverrock can reach out to the BBB very quickly after taking small steps to resolve the issue, but can ignore me for weeks at a time. This is not the way companies should be allowed to do business.Initial Complaint
Date:08/27/2024
Type: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 have contacted SilverRock 28 times since 8/16/2024 and I have taken my car to 8 different repair facilities in the area at the request of SilverRock. SilverRock has denied claims to covered components and have not paid the diagnostics fees to multiple facilities. SilverRock has referred me to the original owner of the vehicle, my car insurance company, my Gap insurance provider without having the issues resolved. SilverRock claimed my vehicle needed to be "totaled" due to repairs exceeding the value of the car even though the car was not in an accident. I contacted SilverRock again today 8/27/2024 and was told to contact original owner of the car. None of the repair facilities SilverRock has referred me to are will to fix the vehicle. I asked for written notice providing details of the claim being denied, no information has been sent to me.Business Response
Date: 09/09/2024
Thank you for bringing this
matter to our attention. We appreciate the opportunity to address our customer’s
concerns. Please see the attached for a summary of this matter.Business Response
Date: 09/19/2024
We appreciate the opportunity to readdress
our customer’s concerns. On August 17, 2024, an in-network repair facility
(INRF) initiated a claim with recommendations to replace shocks, struts and
engine mount(s). The INRF expressed it was unable to perform the necessary
repairs on the vehicle. We were unable to authorize the requested repairs as
they are non-covered components (NCC), under the terms of the VSC, however we assisted
with locating alternative INRFs for our customer.Customer Answer
Date: 09/22/2024
On August 22nd and September 5, additional claims were submitted to SilverRock with COVERED COMPONENTS including motor mount, oil pan, etc. listed. SilverRock still DENIED the claim for covered components because I had components that were not covered that needed to be repaired. The shop sent pictures and video of the covered components and SilverRock still denied the claim. Even though the components are covered in my contract and the facility sent photos and error messages. The facility also confirmed the car is unrepairable and deemed unsafe! They were not willing to fix the vehicle they only needed to submit the claim to SilverRock for them to have it on file. I told SilverRock I wanted to repair the components that were not covered, but NONE OF THE FACILITIES IN THE AREA were willing to fix the vehicle. Even if SilverRock was willing to pay for their components. I have called SilverRock 41 times since the 1st claim. There have been THREE not ONE. I have requested my phone call be pulled as reference. SilverRock has refused to review my claim, review my calls, and have blatantly lied. SilverRock instructed me to call my car insurance, call the company I bought the car from, and lied about submitting my claim with covered components. Also the contract SilverRock provided that I "signed" instructs me to call a phone number for Arbitration. The phone number rings to ********* which is not affiliated at all with the company ******* that I purchased my car from. I purchased the car in March by May the entire undercarriage was rusted from salt damage. I live in ******* and I purchased the car in the spring. There is no possible way I caused the severe damage to my vehicle. SilverRock I have my phone calls and text messages to confirm this information.Initial Complaint
Date:07/18/2024
Type: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.
Hi,
I and my dog got into an accident in Georgia and had to purchase a 2020 honda crv through Carvana in an emergency on 3 July 2024 and the entire ordeal with SilverRock has been a nightmare and a humiliating experience.
I have never been treated so shabbily by a corporation.
I am still within my Return window with Carvana. I didn’t expect the car to come with a weak battery that would die in the 1st week of purchase. This was annotated by my Pre purchase inspection mechanic as soon I received the car from Carvana.
Carvana said I would have no problem getting reimbursed. I purchased a new car battery online through Hondazoneparts.com and picked it up at Honda Carland, a legitimate Honda dealership in Georgia.
SilverRock claims adjuster has been a pain in the neck and been deliberately giving me a hard time by repeatedly denying my claim, even though I have sent the reimbursement form, genuine receipt for battery installation for $23 because I swiped my card in store at Honda Carland, and both the invoices- car battery invoice from Honda Carland- Parts and battery installation by Service Advisor at Honda Carland, and my bank statement from Chase.
It’s common knowledge that when you buy a product online, your online receipt that is emailed to you doesn’t show your card number and Chase protects the Customer’s identity.
Inspite of repeatedly explaining this and literally begging SilverRock staff to understand, SilverRock claims adjuster is continuing to give me a hard time to the point that I have now become desperate to get my money back.
So Honda Carland went out of the way to generate me an invoice for the battery purchase with the past 4 of my debit card number that I have been forced to share with the Georgia State Attorney general’s office, because it has become too humiliating and embarrassing to continue to go through this pain of getting MY OWN HARD EARNED MONEY back.
This is not how big corporations should treat people barely trying to survive.Customer Answer
Date: 07/24/2024
Please find attached more receipts for the battery cost and installation labor that I am having trouble pursuing with SilverRock in addition to what I had already uploaded to BBB.Thanks for your time and attention.Respectfully,************* **Business Response
Date: 07/24/2024
SilverRock would like to thank the Better
Business Bureau for the opportunity to address this matter. Please see attached for additional details.Customer Answer
Date: 07/25/2024
Dear BBB,
I have received absolutely no correspondence, no phone calls, no emails from SilverRock confirming the reimbursement of my battery cost, battery installation cost. I still haven’t received the reimbursement.
This is the first time I am getting to know that SilverRock has finally approved it.
I repeatedly gave them the same receipts , email confirmations from Hondazoneparts.com , payment notification from Chase, Bank statement from Chase, fully executed invoices from Honda Carland. I have uploaded the same to BBB and BBB can judge for themselves whether I was right in my assessment of SilverRock’s incompetence.
Every time they would say they are going to review and then within 5-6 hours would ask me to send more proof. I am not a magician. I can only provide what was given to me by Hondazoneparts.com or Honda Carland. I am a human. I can’t create proofs to satisfy the pettiness of SilverRock.
It’s universal common sense that when you buy something online, you only get an email receipt that NEVER mentions the card number for privacy protection purposes, especially with CHASE who are fanatical about identity/fraud protection.
I REQUEST that you keep this complaint open until I have received an OFFICIAL email from Silverrock specifying that the reimbursement funds have been released.
I don’t want to be in a position in which this complaint has been closed but SilverRock hasn’t released the reimbursement funds.
I would deem this matter RESOLVED once there is an official email confirmation to me stating funds have been released or the funds have hit my bank account. I have received no money yet.
They have given me a lot of pain, thus forcing me to resort to BBB.
Thanks for your understanding.
Customer Answer
Date: 07/29/2024
I hope you are doing well. Thanks to BBB, I have been reimbursed accordingly a couple of days ago.I appreciate the work that BBB does and I am sure the Reimbursement process would have continued to be a difficult ordeal without BBB’s help.Although, I must let you know I received no email/written communication from Silverrock, just a phone call asking me for my bank information.Thanks,********* **Initial Complaint
Date:06/26/2024
Type: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.
Bought a camaro from carvana and was told i have three cosmetic complaints i can file. Upon receiving my car i found two imperfections that were not listed on the carvana ad. I filed two complaints, both for the front bumper. Silver rock ended up getting back to me saying its normal wear and tear. I have three cosmetic fixes and they wont take two of them. They wernt listed in the ad or else i would have accepted them. So carvana promises three cosmetic fixes and their insurance company wont fix them.Business Response
Date: 07/03/2024
SIlverRock thanks the Better Business Bureau for the opportunity to address this matter. Please see attached with customer concernsCustomer Answer
Date: 07/03/2024
After having silverrock call me they said that there is nothing that they can do. They told me to call Carvana and talk to them. I talked to carvana, I was told to go to the dashboard (app) and file a claim. When i checked my filed claim it says silver rock will contact you. So i called silver rock back 7/3 and spoke to somebody. He told me there is nothing they can do. So at this point Carvana lied and silver rock just doesnt care. Watch out who you buy from and there warranty companies.Business Response
Date: 07/12/2024
SilverRock
thanks the Better Business Bureau for the opportunity to address this matter. Please see attached for additional details.Customer Answer
Date: 07/16/2024
the previous letter from the company states they have no intent to fix the issue. There is no need to contact me anymore. My statement stays.
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