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:02/29/2024

  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 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

• Initial Complaint

  Date:02/06/2024

  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 May 1, 2023, I purchased a vehicle from Carvana along with an extended warranty with Silverrock. On October 29, 2023, I struck a deer and the vehicle was deemed a total loss. On November 6, 2023, I canceled the extended warranty with Silverrock and was advised I would receive a prorated refund. Around the same time, my auto insurance company paid off my remaining loan in full.
  
  On December 7, 2023, Silverrock sent me documentation acknowledging that they owe me a $1,033.42 refund. The documentation stated that I would receive the refund check within 4-6 weeks. It has now been 2 months and I still have not received the check. I spoke with Silverrock several times and every representative is reading the same bogus line from a script: "It will be sent out soon." I cannot get any answers from this company.
  
  I believe I have been scammed and I'm requesting the BBB to help me. My next step will be filing a complaint with the Attorney General.

  

  Business Response

  Date: 02/14/2024

  February 14, 2024
  
  ******* *******
  Better Business Bureau
  
  Re: Complaint # ********
  
  Dear Ms. ********
  
  Thank you for bringing this matter to our
  attention. We appreciate the opportunity to address our customer’s concerns. We
  have collaborated with Carvana, the vehicle retailer, for the following
  details. Please see below.

  Upon receipt of our customer’s concerns,
  we have confirmed all policies and procedures were followed during the
  administration of his VSC. Additionally, we have confirmed an overpayment
  refund of $632.60 was identified on February 9, 2024, with an expected arrival
  date of 7-10 days. We attempted to contact our customer to discuss his concerns
  but were unsuccessful in reaching him.
  
  Bridgecrest thanks the Better
  Business Bureau for the opportunity to address this matter. Should you have
  questions, please contact our Customer Relations department at 866) 628-3905.
  
  Sincerely,
  Erica W. -Agency Specialist

  Customer Answer

  Date: 02/14/2024

  Bridgecrest's allegations are categorically false. 

  In their response, Bridgecrest claimed they issued me a check for $632.00 as a reimbursement for the extended warranty.  When I contacted Customer Service, I was advised the $632 check is for "overpayment" of a loan which was recently paid off.  I received that check today.  The pay stub clearly indicate the $632 check is for an "overpayment" (see attached image). 

  Documentation provided to me by Bridgecrest (see attached document) clearly states that the reimbursement for my extended warranty is for $1,033.42 -- not $632.  These are two separate issues.

  Additionally, on February 9, 2024, I received in the mail a check from Bridgecrest for $684.99, dated January 29, 2024 (see attached image).  I called Bridgecrest to inquire what this check was for.  Customer Service advised me that this was for an "overpayment" of my previous loan (which was paid by Geico Insurance Company) and this had nothing to do with the $1,033.42 warranty refund.  I deposited the check the same day that I received it (February 9, 2024).  On February 14, 2024, my bank (Hudson Valley Credit Union) advised me the $684.99 check bounced and I was charged $12 for Bridgecrest issuing a bad check (see attached screenshot).

  As you know, issuing a bad check is a criminal act.

  Bridgecrest's allegation that they tried to reach me several times is completely frivolous.  I have been checking my e-mail Inbox and my Junk Mail folder on a daily basis since this issue began.  I have received no correspondences from Bridgecrest whatsoever.  I also have received no voicemails or known missed phone calls - and I have the phone records to prove it.  Each time I made the effort to call Customer Service, as recently as yesterday (February 13, 2024), they advised me there were no updates on my reimbursement check, but they stated their system shows the check is still pending.

  

  Business Response

  Date: 02/23/2024

  February 23, 2024
  
  ******* *******
  Better Business Bureau
  
  Re: Complaint # ********
  
  Dear Ms. Zastrow,
  
  We appreciate the opportunity to readdress
  our customer’s concerns. Please see the following for additional details.

  Upon receipt of our customer’s initial concerns,
  we attempted to reach him at the number provided in the complaint on February 7,
  2024, and February 8, 2024. We were unsuccessful in our attempts to reach him
  by phone and sent an email encouraging him to contact us to discuss his
  concerns on February 8, 2024.
  
  Upon receipt of his additional concerns, on
  February 23, 2024, we made another attempt to contact our customer but were
  unsuccessful in reaching him. At this time, we encourage him to provide us with
  the abovementioned bank statement to [email protected] for further review.
  
  SilverRock thanks the Better
  Business Bureau for the opportunity to readdress this matter. Should you have
  questions, please contact our Customer Service department at (866) 628-3905.
  
  Sincerely,
  
  Erica W. - Agency Specialist

  Customer Answer

  Date: 02/27/2024

  There are three issues with the company's response:

  1) The company's continued claims that they made multiple attempts to contact me is blatantly false, as is their allegation that I did not respond to them.  On February 23, 2024, I finally received an first email from Bridgecrest for the first time, in which Erica W. requested my bank statement for my bank charge regarding the bad check they issued.  I replied to Erica's email with a screenshot of the bank charge.  On February 26, 2024, Erica W. finally made her first phone call to me and left a voicemail stating they received my screenshot and are sending me a $12 check to cover my bank fee for their bad check.  This completely contradicts Erica's false statement that they haven't heard back from me. They have not sent any other emails or left any other voicemails, contrary to Erica's false claim, and I have a full paper trail to prove it.

  2) The company still has not made any responses to the BBB about the $1,033.42 they owe me.  In Bridgecrest's two responses to the BBB, they avoided making any mention regarding my initial complaint of the $1,033.42 owed to me.  Each time I called Bridgecrest, the representatives promised the money would "be there soon."  Where is my $1,033.42?

  3) The bad check sent to me for $684.99, which stated it was for an overpayment to my loan #200227161301, still has not been reissued.  Where is that money also?
  

  Due to the false statements being made by Erica, I wish for all future communications with Bridgecrest regarding this issue to be done in writing, either via my personal e-mail or through the BBB, so there is a documented paper trail of all conversations.  I do not wish to address these issues with Bridgecrest by phone.

  Thank you to the BBB for your ongoing hard work in attempting to recover my $1,033.42 and investigating the $684.99 bad check.
  

   

• Initial Complaint

  Date:12/31/2023

  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.

  This company claims to offer warranty service for my financed vehicle and offers nothing when my vehicle has broken down..,

  

  Business Response

  Date: 01/05/2024

  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.

• Initial Complaint

  Date:11/14/2023

  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 have an active warranty claim that has been in process since August 2023. The company continues to provide dates that that part will arrive, but in each case, it was never ordered, or when it was, the wrong part was ordered (several times). Callbacks and follow up are infrequent, and only when I spend the time trying to reach out to the company. Usually, the resolution is that I am given another delivery date for the part, and I wait either to find it hasn't arrived or, when it did, it was the wrong part. No one at SilverRock is owning my case, and I keep falling through the cracks. On two occasions, the repair facility has taken out the old part in anticipation of the part (correct) arriving. In each case, they had to put the old parts back. The shop is out of labor and is getting frustrated with this process as well.

  

  Business Response

  Date: 11/21/2023

  Upon receipt of our customer’s
  concerns, we reviewed his information and confirmed the DVD player is now
  expected to arrive by November 27, 2023. Should our customer experience any
  further delays, we encourage him to contact us as the number listed below. We
  assure we will remain in contact with our customer until repair completion. On November
  21, 2023, we spoke with our customer and discussed his concerns. 

  Customer Answer

  Date: 11/21/2023

  I did speak to the business about the complaint and agree that they have set a new delivery date and a commitment ti communicate.  This action is a similar approach to what has been taking place these past few months.  They promise communication and give me an expected delivery date.  Let’s see if they they deliver on this promise (both parts and communication).  
  

  I also noticed that in their response they indicated for me to contact them of there are further issues.  

  They also ignore the delays this has cost the shop and indicated to me that the shop has a path to raise their concerns but would not share information as to how the shop is to go about filing such a concern.  
  

  At this time, I have only received the same promises of a future delivery and communication both of which they have failed to demonstrate up to this point.

   

  

  Business Response

  Date: 12/01/2023

  We
  appreciate the opportunity to readdress our customer’s concerns. We
  spoke with our customer on November 21, 2023, and he expressed frustration with
  the delayed repair times and lack of communication regarding his claim.
  Additionally, our customer expressed concerns regarding the inconvenience the
  repair delays have caused the in-network repair facility (INRF) and requested
  information on how it may proceed with submitting a complaint. We apologized
  for his experience and offered to remain in contact with our customer until the
  completion of his repair. We encouraged him to have the INRF contact us
  directly to address any concerns it may have. He agreed to our offer to remain
  in contact with him, and the call ended amicably.
  
  We are actively reviewing all
  options available to assist with bringing a resolution to our customer’s
  concerns and will remain in contact with him until repair completion.

  Customer Answer

  Date: 12/01/2023

  The businesses response seems to indicate that all they need to do is to  communicate updates and I will be satisfied.  They left out part of the “resolution” was we needed to wait for the part to arrive by 11/27.  It did not arrive, so the issue is still unresolved.  Last communication was that they were going to look to the dealer for the replacement part but that would be likely be more expensive (and I would have to pay the difference).  They haven’t presented me with numbers yet but this resolution seems sketchy.

• Initial Complaint

  Date:10/19/2023

  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 purchased a vehicle, the vehicle has been in the shop 2 months out of the 5 months since I purchased I called and asked could I replace my vehicle since it’s a transmission issue and they have been nasty and rude. I’m paying for a vehicle that I can’t drive. Been without my vehicle for 2 months. Don’t have a vehicle to drive

  

  Business Response

  Date: 11/01/2023

  Thank you for bringing this matter to our
  attention. We appreciate the opportunity to address our customer’s concerns. On August 31, at 6,298 miles
  driven since purchase, an original equipment manufacturer (OEM) initiated a
  claim to replace the transmission. Per normal process, we requested a
  third-party inspector to confirm failure and requested part quotes from our
  third-party part supplier. On September 8, we received the
  inspection report which confirmed that there were no codes present indicating
  there was failure to the transmission. However, the vehicle was hard to shift
  during a test drive. It was determined that the power control module (PCM) and
  the transmission control module (TCM) needed to be updated. Once updated
  another test drive would need to be completed to confirm if the concerns were
  resolved. On September 14, the OEM advised
  it would complete the required updates and follow up with SilverRock with the
  results. On September 18, the OEM confirmed that it had completed the updates
  for the TCM and the PCM, but the vehicle continued to have shifting issues. We authorized
  the replacement of the transmission and ordered a replacement from our
  third-party supplier. 

  Customer Answer

  Date: 11/01/2023

  the repairs to the vehicle still aren’t satisfactory. I am requesting a replacement vehicle and all monies that I have paid be transferred to the new vehicle. 

  

  Business Response

  Date: 11/08/2023

  We appreciate the opportunity to readdress
  our customer’s concerns. As the ancillary product administrator, we are unable
  to facilitate a vehicle return or provide any assistance with her finance
  account. Please see the following for additional information. At the time of purchase, DriveTime
  provided our customer with a Retail Purchase Agreement, which outlines the
  terms of the DriveTime Vehicle Return Program (VRP). The VRP allows all customers
  to return their vehicle within five calendar days, for any reason. We confirmed
  that our customer did not attempt to return the vehicle within this timeframe. 

  Customer Answer

  Date: 11/08/2023

  this is not Drive Time issue, I purchased extended warranty through this company and they aren’t making sure that I am able to drive the vehicle that I purchased. I have had to bring my vehicle back 4 times now and as I’m typing this I’m sitting here at the dealership because of the 2nd faulty transmission that they have given me, if they can’t replace my vehicle than I’m requesting that they authorize Mazda of South Charlotte to put a Mazda transmission in