Complaints
This profile includes complaints for SilverRock's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 525 total complaints in the last 3 years.
- 213 complaints closed in the last 12 months.
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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: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.Initial Complaint
Date:05/15/2024
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 car on 5/11/24, with a warranty with SilverRock. I took the car to a Nissan dealership to get a Multiple Point Inspection, which revealed the SUV’s Rear Brake Shook was leaking. I called SilverRock and they requested that I take the SUV to one of their contracted mechanic shops. I took the car to Pep-boys who inspected the SUV twice both times finding the same issue. Silver rock however, is refusing to cover this repair although it is included in my warranty. They asked the mechanic to send them pictures and are claiming to not see an issue. However 2 repair shops including the one the requested me to take the SUV both have stated and printed that this is an issue. I have both statements and when I ask for my contract to give to my lawyer, because I was sure they would need it. They sent it and stated they could no longer talk to me. How??? And I still have an active warranty with Silver Rock. They do not want to pay for this repair but that is what the warranty is for.Business Response
Date: 05/23/2024
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: 05/23/2024
Although the company has reached out to me and requested information from the dealership to review my claim, this claim has not been completed to my satisfaction. I was given an incorrect email address to send my documentation from the dealership on May 22nd, 2024. On May 23rd, 2024, I called the representative to see if she had received my documentation, and that is when I found out she had given me the wrong email address. When I addressed her giving me the wrong email address, her response was "she still should get it with the wrong email address." After receiving the correct email address, I emailed the documents, and she received them almost instantly. I expressed to her how Silver Rock makes it very challenging for their clients to be serviced when services are needed. As of now I have no feedback on the review of the documents therefore I would like for this complaint to continue to stay open until I know for sure they will provide the service that is covered in my warranty.
I have also attached the documentation that I provided to Silver Rock from the dealership.
Thank you!
Business Response
Date: 05/31/2024
We appreciate the opportunity to readdress our customer’s concerns. Please see attached for additional information.Customer Answer
Date: 06/05/2024
SilverRock has been provided the proof needed that the rear shocks are failing. They requested that I leave my car at *** **** for 24-48 hours unattended. They would review but not guarantee the reimbursement of a ride share or rental car. However. this does not work for me. I cannot afford to pay upfront for rentals or ride shares, I need to use my vehicle to go to and from work and pick up my daughter. As well as take her to doctor appointments. Giving that I have provided paperwork, it seems as if SilverRock is making me do the most in order to not pay for these services. I have contacted a lawyer and plan to complete a consultation with him next week.Initial Complaint
Date:05/08/2024
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 had the silver rock insurance for my car through Carvana, I’ve taken the car in a minimum of five times. Two of these times I had to come back because they didn’t have the time or the person in to fix these issues. But it boils down to, the engine coolant system was a problem. When I first got the vehicle after a little time notice something was leaking. Take it in. They tell me there’s nothing wrong with it that it’s just the air conditioner that sometimes leaks. Not much later, I’m told that the engine coolant system isn’t working And that they have to replace the pump and a hose. Get this fixed I believe either less than a year or a day or two over a year later I’m on vacation in Arizona the same problem happens. They have to replace the pump and then they replace the radiator hose. 7 to 8 months later I take the car in and I tell them the same two ways that I knew something was wrong with the system is how I’m recognizing that there’s a new problem. And the new problem is or at the old problem that’s now new again is that it’s shooting out hot air when it should be shooting out cold air . This is in March 2024 they tell me after I’ve told them that I put coolant in the system twice. It didn’t look like it was holding the coolant or anything something was clearly leaking. And I seen something leaking and I told them at Pep Boys. Which is whom they said I have to go through in order to get the service. I’m told that nothings wrong , putting the coolant in the system helped it out it’s fine. Months to the day the entire system overheats flood the engine. Now I need a whole new engine that has been quoted to cost between 11,000 to 14,000 with jeep. The cost of this on top of still owing $20,000 is ridiculous. I am only out of my warranty by 348 miles. I remember taking the car in and specifically trying to get whatever the situation was fixed because I didn’t want it to be out of warranty. I’m told nothings wrong with it and then like I previously stated two months later I need a new engine because there’s water in my engine space. The problem is a broken hose That was replaced the second time. Call everyone try to figure out if I can get this handled. They tell me that they’ll fix the problem if it’s continuation of a problem that already was existing. I took that to me if the problem was a problem before the warranty ran out. That’s what a continuation is. I was in explained to that a continuation is basically if it’s still within warranty. But if I’ve had this issue twice before this is not the third time I’m coming in for the same problem all with two years of me owning the vehicle or leasing the vehicle you mean to tell me that it was properly fixed twice, but itBusiness Response
Date: 05/13/2024
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our
customer’s concerns. We have partnered with Carvana, the vehicle retailer, to obtain the following
information. Please see the attached for additional details.Business Response
Date: 05/13/2024
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our
customer’s concerns. We have partnered with Carvana, the vehicle retailer, to obtain the following
information. Please see the attached for additional details.Customer Answer
Date: 05/18/2024
my thing is seeing is though I’ve had all these issues. This further proves that this should be something they should fix. It shouldn’t matter about the warranty or anything like that because clearly this was an issue that was going on with the vehicle prior to me running out of my warranty. I came in in March when I was in warranty and said that something was going on with it. Your people told me at Pep Boys. There’s nothing wrong with it. It should’ve been looked into not dismiss that this has been something that had already broken down two or three times before. So I’m gonna go on a limb and say it was either overlooked or it was just oh it’s fine for now. This is why I don’t accept there whatever. Contractually I guess they’re right but at the same time if this was a problem that’s already been happening that let you know that this is their problem that they never properly fix. The mechanic in Arizona even told me this is not a common problem on a vehicle. So with that being said it just let you know that it was faulty all this time. Never properly taken apart and fully looked at. The manager at Pep Boys told me that they don’t look for everything. They just look for the broken part. Which I guess is fine but not when it breaks down two months later and I’m out of warranty. It just further proves that some people just don’t take customer service to the extent that they should. This is something that should be fixed by you guys because I stated that it was a problem I even brought my vehicle in miss work and everything to get this diagnosed and looked at for it to be dismissed. To come all the way back in two months later after it had imploded.Customer Answer
Date: 05/18/2024
my thing is seeing is though I’ve had all these issues. This further proves that this should be something they should fix. It shouldn’t matter about the warranty or anything like that because clearly this was an issue that was going on with the vehicle prior to me running out of my warranty. I came in in March when I was in warranty and said that something was going on with it. Your people told me at Pep Boys. There’s nothing wrong with it. It should’ve been looked into not dismiss that this has been something that had already broken down two or three times before. So I’m gonna go on a limb and say it was either overlooked or it was just oh it’s fine for now. This is why I don’t accept there whatever. Contractually I guess they’re right but at the same time if this was a problem that’s already been happening that let you know that this is their problem that they never properly fix. The mechanic in Arizona even told me this is not a common problem on a vehicle. So with that being said it just let you know that it was faulty all this time. Never properly taken apart and fully looked at. The manager at Pep Boys told me that they don’t look for everything. They just look for the broken part. Which I guess is fine but not when it breaks down two months later and I’m out of warranty. It just further proves that some people just don’t take customer service to the extent that they should. This is something that should be fixed by you guys because I stated that it was a problem I even brought my vehicle in miss work and everything to get this diagnosed and looked at for it to be dismissed. To come all the way back in two months later after it had imploded.Business Response
Date: 05/24/2024
We appreciate the opportunity to readdress
our customer’s concerns. Carvana vehicles are inspected prior to sale at
reconditioning centers. Parts that fail inspection are replaced. Since it is
difficult to predict when mechanical issues will arise on a used vehicle,
Carvana provides the Warranty to all customers at no additional charge.Please see the attached for more details.
Business Response
Date: 05/24/2024
We appreciate the opportunity to readdress
our customer’s concerns. Carvana vehicles are inspected prior to sale at
reconditioning centers. Parts that fail inspection are replaced. Since it is
difficult to predict when mechanical issues will arise on a used vehicle,
Carvana provides the Warranty to all customers at no additional charge.Please see the attached for more details.
Customer Answer
Date: 06/02/2024
hi, all that sounds great and everything but is this for help or just the coolant system or is this going to help on the entirety. It would be a waste of time for me to go and have it re-diagnosed cause that’s gonna cost me an additional level of cash and I do not have at the time so if you guys are willing to look at potentially helping on both both that wouldCustomer Answer
Date: 06/02/2024
hi, all that sounds great and everything but is this for help or just the coolant system or is this going to help on the entirety. It would be a waste of time for me to go and have it re-diagnosed cause that’s gonna cost me an additional level of cash and I do not have at the time so if you guys are willing to look at potentially helping on both both that wouldInitial Complaint
Date:04/29/2024
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 took delivery of a vehicle on 4/17/2024 backing out everyone heard the brakes. The carvana employee came out & said call Silver Rock they will take care of it for free. I scheduled service with Silver Rocks approved in network vendor AutoNation. AutoNation stated brakes & rotors needed replacement along with tires. The initial diagnostic photos were not satisfactory and I was contacted by AutoNation asked to reschedule to take new photos. 4/26 AutoNation informs me Silver Rock denied brakes stating they could not identify a failure based on the photos I called customer service and was told the photos submitted images were too poor after the second photo retake. I then went to Firestone on 4/29. Firestone sent images showing front brakes and rotors need replace, brake flush and all tires need replace. Silver Rock denied the claim stating they only cover wearable tire if reported in the first 7 days of ownership. I called and explained Autonations failure to capture images is their neglect and it is an aproved provider so I should not be held liable. I also pointed out Silver Rock took longer than 7 days to determine on the claim not replying with a partial denial until 4/26/23. I called customer service and manger Denise created a technicality to absolve Silver Rock of being responsible for paying this by saying the photos sent by Firestone today are outside of the 7 day window even though they show brake failure and needing to be replaced. I explained brakes wear in percentages so the same percentage the brakes are now they were when AutoNation took photos and you denied them saying you couldn’t see the images clear enough. Then she changed it saying the images were able to be viewed they denied payment because AutoNation didnt prove wear. Changing 4/29 as the first date of notice is unethical. It is not my fault AutoNation failed to properly show brake wear but I contacted them 4/18 the very next day during business hours to notify of the brake damage.Business Response
Date: 05/06/2024
SilverRock thanks the Better Business Bureau for the opportunity to address this matter. Should you or our customer have any additional questions, you may contact our Customer Service department at (866) 628-3905.Customer Answer
Date: 05/08/2024
I talked to the representative Peyton and she told me she looked into the matter and the brakes would be covered provided Firestone sends photos that show the brake pads are worn. I had Firestone send take car apart and send photos exactly as requested by Peyton that include the measuring tool to show that the brakes are bad. I was first told the brakes are not covererd if Silver rock isnt informed within 7 days. I did inform them and the carvana rep was supposed to put a note in the file to advise he heard the brakes and told me that it would be covered. he didnt do that. I pulled my own contract and it shows brakes are included in limited warranty for the first 30 days but it does not say tires. Silver rock paid for the tires to be replaced but denied the brakes the most expensive repair and it violates the contract. I included the warranty that shows wearable items are covereed in the first 30 days. I was also lied to because I was told items like this arent covered if you dont report it within 7 days. Each time I point out the lie in the reason for them not covering the brakes they continue to create a different reason. I even asked to ber refunded my downpayment and return the car if they refuse to fix the brakes and they denied that request saying I exhausted the 7 day return window but during the 7 day return window I was waiting for silver rock to review the claim and pay to repair the car. I had no reason to believe they would breach their own contract. Silver rock did not reply to deny the claim until the 8th days of posession. At that time , same day I called carvana and asked to return the car and they refused.Business Response
Date: 05/14/2024
We appreciate the opportunity to readdress our customer’s concerns. Please see the following for details.Customer Answer
Date: 05/16/2024
I have taken this vehicle to BMW, AutoNation and Firestone. Each time the car has been inspected it has been told to me that the brakes are in need of replacement. The brakes measure at 2-3 MM. The pictures PROVE this. It is not acceptable and it is gross breach of contract in that this vehicle was sold to me with bad tires, brakes, windshield wipers. I was told it would be fixed by the carvana rep at pick up. I was told a note would be placed in file informing them and I reported this on 4/18/24 directly myself. First told denied because not reported within 7 days then when it was found I did it was denied stating that the brakes dont need to be replaced. They wasted my trial period not replying until 8 days when they know returns are only allowed within 7. I would have returned this if i knew they would not honor their own contract. You cannot look at those brakes and say they dont meet guidelines when its clear that they measure at less than 3MM and BMW requires brakes replaced at that time.Initial Complaint
Date:02/29/2024
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 purchase a 2016 **** Explorer XTL from ***************** in ********* ** on 10/20/2023. The vehicle purchase price was $24,595.00 and the warranty for 60 months /****** miles was $3,555.00. The finance charge was $19,966.39 and amount financed is $31,678.22 totaling $51,644.61 .The business committed to provide me a vehicle warranty covering specific components of the vehicle. The nature of my dispute is that Silver -Rock the warranty company associated with Drive Time is refusing to pay a claim for a faulty part in my vehicle that is under another name not listed in their warranty clause with me. The company is using a word technicality as away not to pay the claim. The Claim # is C101536580
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