Business Profile

Auto Service Contract Companies

SilverRock

Complaints

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

Customer Complaints Summary

517 total complaints in the last 3 years.
202 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently purchased a vehicle with a SilverRock warranty. Upon inspection, the dealership acknowledged that the tires were worn, with visible patches, and advised that SilverRock could assist with their replacement under the warranty. However, after multiple attempts and discussions, SilverRock denied my claim, stating the tires were in acceptable condition—despite a licensed mechanic confirming they are unsafe and in poor shape.

This experience has been extremely frustrating and disappointing. Based on the lack of support and refusal to address a legitimate safety concern, I would not recommend SilverRock warranties and will not be purchasing coverage from them in the future.
Business Response
Date: 07/10/2025
SilverRock thanks the Better Business Bureau for the opportunity to address this matter. Please see attached with customer concerns
Customer Answer
Date: 07/11/2025
I am not satisfied with the response provided by the company. Each time a certified shop expressed concern about the condition and safety of the tires, SilverRock failed to take appropriate action and instead offered excuses rather than solutions. The consistent dismissal of legitimate safety concerns is unacceptable and reflects extremely poor customer service.

Based on this experience, I would not recommend purchasing an extended warranty from SilverRock. I will never use their services again, and I strongly urge other consumers to exercise caution before doing business with this company.
Initial Complaint
Date:04/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
-Car was purchased from DriveTime in Knoxville, TN around 11/14/2024.
-Around 12/2/2024 the car lost engine pressure while driving kids to an appointment in Chattanooga, TN (drive out tags still on car at this time), took to SilverRock authorized Firestone shop - shop said consumption issue and SilverRock refused to pay for repair.
-Around 1/15/2025 car would not start - taken to a different authorized Firestone service shop again in Knoxville, TN - car was recommended for a motor due to consumption issues SilverRock refused and said a different shop needed to look at it.
-Around 2/1/2025 the car went into another authorized shop - Pep Boys in Knoxville, TN to be looked at again - again it was noted to have a major consumption issue. SilverRock refused to cover the repairs again & I paid out of pocket for this repair.
-Around 3/26/2025 the car needed 7 quarts of oil to start and then refused to start again and went into an authorized Firestone shop in Waterloo, IA where a motor was finally put in it around 4/4/2025 after more back and forth with Silver Rock.
Business Response
Date: 05/07/2025
Thank
you for bringing your concerns to our attention. We take all feedback seriously
and appreciate you taking the time to share your experience with us.

Please
be assured that your complaint is currently under review by our team and that
we are committed to investigating the matter to ensure that appropriate actions
are taken.
Customer Answer
Date: 05/08/2025
SilverRock reached out to me after receiving this complaint to explain to me why I should be ok with the condition and responses to claims they have had thus far. Claiming that they followed their contract to the letter, however even in the conversation it was brought up that part of my February claim should have been covered. I have submitted all documents requested multiple times, with still no resolution, and when asked about the cars inspection before sold was informed that it goes to an authorized facility, like I have been taking it to, and is thoroughly inspected and anything wrong is replaced, however it had an oil change according to all parties that were involved in the sell around 11/14/2024 when purchased and was bone dry of oil On 12/2/2024 when it lost engine pressure with drive out tags still on it. With their authorized repair facility stating oil consumption. I’m only asking for what I’ve put into the car for repairs and while it was down for missed wages and further repairs as reimbursement.
Business Response
Date: 05/16/2025
We appreciate the opportunity to address our
customer’s concerns. We have concluded our review and confirmed that all policies
and procedures were followed in the administration of the Vehicle Service Contract.

Between December 2024 and February 2025,
three claims were initiated by two separate in-network repair facilities (INRF)
recommending replacement of the valve cover, ignition coil, and to perform an
oil change. We can confirm that we were unable to authorize these repairs as
they are non-covered components. On March 14, 2025, an INRF initiated a claim
for an engine replacement, and it was authorized. The repairs were completed on
April 10, 2025.
Customer Answer
Date: 05/20/2025
SilverRock refused to cover a potentially covered part (their words) and only instructed us on how to get it covered after they knew the repair was paid for and getting what they needed to cover the part was no longer possible. On top of that I have paid out over $1,000 in car rental while waiting on repairs and they only offered $360 after refusing my documentation several times.
Initial Complaint
Date:04/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I took my car in for warranty repairs when I was covered under the warranty period, and they refused to pay for any major repairs and told the mechanic that it was my problem. There is a major oil leak, a major coolant leak, and now the car will not start. I've only had the car for 6 months! I will be contacting a lawyer about this, as they didn't honor any party of the warranty
Business Response
Date: 04/28/2025
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: 04/28/2025
I still haven't reached a resolution with this company as they were made aware of what needed to be repaired on their part through a lengthy phone discussion with Firestone. They refused to repair the car fully, and the car had a catastrophic engine failure as a result. Now I have to find an entire engine to replace it with, and it will cost me about $5000 to get it replaced.
Business Response
Date: 05/08/2025
We appreciate the opportunity to readdress our
customer’s concerns.
Customer Answer
Date: 05/15/2025
I reject the response because they didn't address anything. They literally told me on the phone to fuck off and that an engine was a consumable on a car. I'm suing this company and carvana for fraud
Initial Complaint
Date:03/26/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a 2012 Subaru Outback from Drivetime in 2017 and it was a great car. It was serviced regularly and then in 2025, driving on the 95 in SC, it got overheated an that was it. Towed to a repair facility and Silverrock denied warranty work. Needed a new engine, which I wouldn’t pay for. With all of the complaints shown on the BBB website, how is Silverrock still able to be in business? A warranty from Silverrock is absolutely worthless. I knew nothing about Silverrock prior to purchasing the vehicle and Drivetime didn’t say a word when it was added to the purchase. The Subaru tv commercial states 9 out of 10 Subaru vehicles older than 10 years are still on the road. Guess I got the 1 out of 10 that is not. It would be on the road if Silverrock honored the warranty.
Business Response
Date: 04/10/2025
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: 04/28/2025
Simply, Silverrock Auto denied any warranty work on the Subaru Outback that I purchased from Drive Time in 2018. The vehicle was serviced regularly, but broke down on the highway in SC in 2020 when my wife was driving. It was taken to a repair facility and Silverrock quickly, no instantly. Denied the claim. No explanation was offered. Just “denied.” Not wanting to pay for the repair, I let the car be repossessed. Silverrock did not contact me or offer an explanation, even though I paid for the warranty every month. Of course, my credit reports reflect the repossession, which should have never happened. Silverrock Auto and Bridgecrest Financial gladly accepted my monthly payments, and offered no assistance…nothing!

I would love my Subaru Outback to be in my driveway today as it was a great vehicle. Customer be weary… this was an absolutely horrible experience that I will never let myself go through again!
Business Response
Date: 05/08/2025
We
appreciate the opportunity to readdress our customer’s concerns. On page three
of the Vehicle Service Contract (VSC), under the section titled “Exclusions” it
explains that this Contract provides no benefits or coverage, and Provider
has no obligation under this Contract for: Costs or other damages caused
by the failure of or to a part not listed as a Covered Part. And A Breakdown
caused by overheating”. We have confirmed that on July 6, 2020, we spoke
with our customer and explained that SilverRock was unable to provide coverage
as the cause of engine failure was due to overheating and continued operation,
therefore the repair was considered non-covered.
Customer Answer
Date: 05/21/2025
the vehicle was not driven after overheating. It was pulled over immediately. After collecting my monthly warranty payments, Silverrock turned their back and abandoned me. Great operation (not). Collect monthly payments and deny claims.
Drivetime and Silverrock should be avoided by consumers!
Initial Complaint
Date:02/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I just spoke with the dealership and the dealership advised me that silver rock is saying that I didn't call in yesterday. I have been getting nothing but the run around from silver rock and I am fed up. I want a manager who can provide results. I spoke to 4 different people at silver rock yesterday as well as texted and for you to tell the dealership that I haven't contacted you all is absurd and a lie. All the reps I spoke to stated that my claim is under review and to wait 24-48 hours, which is what I'm waiting for as we speak. Please get a managers supervisor to contact me. Ever since I purchased my car I have gotten it serviced at the dealership. Warranty states that if I choose an out of network repair shop my deductible is $200, now I’m being told I have to pay out of pocket for repairs my warranty is suppose to cover.
Business Response
Date: 03/07/2025
Thank
you for bringing this matter to our attention. We appreciate the opportunity to
address our customers’ concerns. Please see the attached for details.
Customer Answer
Date: 03/07/2025
Some of the details in this response are incorrect. And some details seem to not be included in the full discussion I had with Leah the representative I spoke with.
Business Response
Date: 03/17/2025
SilverRock appreciates the opportunity to readdress our customer's concerns. Please see the attached for details.
Customer Answer
Date: 03/18/2025
I returned the phone call I received from Lisa. Her voicemail stated I she will contact me in 24-48 business hours and I never received a call back.
Initial Complaint
Date:01/31/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Silver Rock has been avoiding paying for my insurance claims on a 2019 BMW 7 series I have unsafe tires where all the tires bands are broken making my car unsafe the road driving it wanders around and is very unsafe. A leaky axle seals condensation and headlights and a safety system that does not work and the sensors have been broken all of these since day one. I've been to two different places that were recommended repair shops and both of them made claims and none of them did any work whatsoever I believe because they wouldn't get paid by silver Rock in a timely manner and silver rocks and they were sending out an adjuster and have not even after they said it was going to be within 24 hours and now my warranty is about ready to expire it was 100 day 5,000 mi warranty that expired it $38,200 MI I know 38,000 miles and I drive 100 miles of day. The car is at a dealership waiting to be repaired by an adjuster and they never showed up after being told they would be there the next day I believe that they're just trying to run out the warranty before they have to pay for anything leaving me without anything Annabelle.
Business Response
Date: 02/07/2025
Thank
you for bringing this matter to our attention. We appreciate the opportunity to
address our customer’s concerns. Please see attached for details.
Customer Answer
Date: 02/07/2025
in regards to the warranty claim procedure and timeline as well as the emails on top of the confirmation of appointment being made via carvana application December 19th cshowing that that is not the case. In the original complaint I sent scheduled appointment to have the car looked at because of issues various items of concern and after that the follow-up from Laurel ****. The warranty that was given was never 4,189 mi documentation showing 5,000 mi hundred day warranty actually being the case was not given and was declined . And deliberately dragged out to avoid having to compensate for any type of loss malfunction or safety related item. On top of being neglected bounced around on endless hold as well as bounced around from silver Rock to cavana no person to even consult could care less about anything to do with safety of their customers or any type of customer service of any store being treated rude unfair and like you were some burden. Connecticut state law covers safety related items. I would like to see the form that I signed declining any further services or warranties produced. under Connecticut state guidelines for used cars and safety related items the part that silver Rock and carvana did not inspect is the fact that I have tires that are separating from the metal bands on top of other safety related items that were not resolve. they came to the dealership they did not drive the vehicle and other than putting it up on lift. I'm the general manager of the dealership I know that no inspection other than being up on a lift and no test drive performed to duplicate any issue whatsoever I have it on camera at my dealership. Again just for clarity I am the general manager of the dealership the inspection was at and I can produce camera footage. This is unacceptable I would never do this to any customer of mine nor fathom any customer of mine having to go through anything like this it's just disgusting irresponsible and neglectful.
Business Response
Date: 02/17/2025
We
appreciate the opportunity to readdress our customer’s concerns. We have
confirmed that the vehicle came with a free 100-day/4,189-mile Carvana
Limited Warranty (Warranty), and that no additional mechanical coverage was
purchased.
Customer Answer
Date: 02/22/2025
I do not except this response. I was well with in the warranty time. My car is ruined and I'm filing a lawsuit with lawyer
Initial Complaint
Date:01/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a disability, but I do understand how thongs work. I bought a car from Drive Time a month ago, and was told that I can get it checked out for free by Autonation. I waited until late in the month to drive the vehicle around awhile before I had it looked at. I made an appointment for the vehicle to be seen on the 30th of December 2024 earlier that day. By the time time I finished filing stuff out, it said the next available date would be on January 4th between 8 am and 1 pm. I finished scheduling that appointment. I got a phone call on the 4th just before 8 am that they had arrived to my complex. One of the repair guys told me they needed my card number to charge $85 before they can start. He said as soon as they finish and bill silverrock, I would be reimbursed. After they finished. They couldn’t get ahold to silverrock to go ahead and fix what they found wrong. I was told I would get a call back for them to come back out and fix what they found wrong. I had to call Autonation just now to see what’s going on. They told me that Silverock denied payment.
Business Response
Date: 01/13/2025
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: 01/13/2025
well then I was lied to about this. I was told I had till the end of December to have the vehicle checked out for free. I got ripped off because I wasn’t told I had to pay up front and be reimbursed, after this horrible company accepted the claim for the inspection. I would have taken it somewhere else instead for less if I had known that. That’s not how you do good business. I waited so long to get it inspected to see how good of a vehicle it was. Then once I put my information in for the appointment for the 30th of December, it jumped to the 4th being available, and I no longer could have them come out that same day. I scheduled it on a day within what I was told I could get a free inspection. This company is just being cheap and deceptive and trying everything possible to deny paying for this inspection
Business Response
Date: 01/23/2025
We
appreciate the opportunity to readdress our customer’s concerns. We have
reviewed our records and confirmed that all policies and procedures have been
followed in the administration of the 30-day/1,500-mile DriveTime Limited
Warranty (Warranty), which he reviewed, signed, and acknowledged his
understanding of. On Page one of our customer’s Warranty it explains: “This
portion of the Coverage ends with either of the following, whichever occurs
first: (i) thirty (30) days pass from Vehicle Purchase Date or (ii) when the Covered
Vehicle has been driven one thousand five hundred (1,500) miles measured from
the Current Odometer reading...”. We have confirmed that there were no
claims submitted for review under the Warranty’s coverage.
Customer Answer
Date: 01/25/2025
I still don’t accept that response. I still scheduled the inspection within the allotted time. I scheduled the inspection within the 40 days. It was supposed to be covered, but once auto nation pulled up, they charged me upfront. There was no claim or claims to be issued since there were no issues except truly minor things. I only wanted my money back for what I paid for the inspection, which was scheduled within the 30 day window. This company still refuses to do that.
Initial Complaint
Date:12/21/2024
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’ve had a nightmare experience with Carvana and SilverRock regarding my Corvette purchase. This was my dream car, and I saved for years to buy it. However, after 15 months, I’ve dealt with constant delays, poor communication, and negligence. The car is barely drivable, costing me time, money, and stress.

Delivery Problems
Delivery was canceled six times with no clear timeline. The car arrived with misaligned panels, gaps around headlights, a bumper with screw holes, and a driver’s door hitting the fender, trapping me inside at times. It has visible overspray, scratches, and fading.

Mechanical Failures
I’ve spent over $5,000 replacing clogged catalytic converters. Other issues include motor mounts, broken A/C, fuel smell from a faulty fuel cell, squeaky belt, popping front end, and a malfunctioning gas gauge. The ECU failed multiple times, and Carvana claims to have replaced it but has no proof.

Warranty and Repair Nightmare
SilverRock moved my car without consent, wasting warranty time. It sat for over a month outside, and after another 15-20 days, it went back to Chevrolet. After seven months, they confirmed the misfire but refused to cover it once the warranty expired.

I’ve spent over $6,000 out of pocket, and 90% of the issues remain unresolved. The misfire code is back, panels still don’t stay on, and there are countless other issues. SilverRock and Carvana provide no solutions and avoid answering questions.

Stay away from Carvana and SilverRock. They are not customer-focused and will waste your time and money. I’ve lost count of the frustration and am done dealing with them. I have a massive list of issues, things needing done still and things that haven't been done, haven't even driven this car it's sad it was my dream car and I saved for so long. If you think you will get any answers from them you will be basically talking back and forth repeating things I have years of conversations with nothing from it. Take legal action if you have issues please
Business Response
Date: 12/27/2024
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: 12/30/2024
Nothing has been done to resolve my issue. I was promised a resolution but have yet to be contacted. The lack of accountability between SilverRock and Carvana is appalling, as reflected in numerous reviews not visible on their websites. I feel more sorry for others than I do for myself, as this situation highlights the systemic problems these companies have. After 15 months of constant back-and-forth with no answers or accountability, I have lost all respect and trust in both. This has been the worst experience I’ve ever had with any company.

For 15 months, I’ve paid $915 per month for a car I’ve driven for only two weeks. It has been stuck in a shop due to the lack of proper inspections and accountability. I demand a resolution or response within four business days. The time and effort I’ve spent—over seven hours of calls and messages this year alone—have yielded no fixes, just lies and deflection from both companies. Carvana even claimed repairs were completed before the car was sold but couldn’t provide any contact information for those responsible.

The lack of transparency is disheartening. I’ve shared my experience in local groups and with legal advisors, receiving overwhelming support. I have also documented photos, videos, and messages to submit to the BBB if needed. What makes this worse is the research I’ve done, revealing questionable practices at Carvana’s refurbish centers. I’ve even had to take out loans for repairs on a car I’ve barely been able to use.

This situation isn’t just frustrating—it’s deeply concerning for others who may fall into the same trap. There is no accountability, and employees seem trained to avoid questions. Fix the car, provide answers, or take responsibility. I implore the BBB to investigate these companies and hold them accountable. At this point, I’m beyond frustration—I’m exhausted. A resolution is overdue, not just for me but for anyone else impacted by these two.
Business Response
Date: 01/07/2025
******* *******
****** ******** ******
*** ********* * ********
**** *** ********

On December 31, 2024, we received an email from our customer requesting documentation. After
review, we confirmed that we are unable to accommodate his request, as the information being
requested by our customer is proprietary.

We have attempted to contact our customer to further discuss his concerns, however, we have been
unsuccessful in reaching him. We encourage him to remain in contact with us at the number
provided below.

SilverRock would like to thank the Better Business Bureau for the opportunity to readdress this
matter. Should you or our customer have any additional questions, please contact our Customer
Service department directly at (866) 628-3905.

Customer Answer
Date: 01/07/2025
this above statement is not true as first off the info I am requesting is not due to the overall resolution I am trying to recieve it is proof to continue building a case. I have sent multiple demand letters to them with a time limit with no response on time and no accountability towards to lack of customer service and ability to fix something that has been highly neglected by both the company Silverrock and Carvana. I have returned all calls made from both the BBB lady that reached out first and left Vm with no response as well as the company. This response should be made to me in written format or solved through the current repair facility it is at I am tired of the back and forth between them and would like to escalate this further if it keeps happening I am so over it it's sickening. These companies should not be in business I highly suggest BbB dig deeper. FTC has info I sent over as well. I expect written statement of what will be fixed and paid for or contact the company working on it as you have that info. I am done with the back and forth and lack of customer appreciation and service. I have screenshots and hours of communication between both parties. Call the shop it's at now and come up with a fix. It's now been almost 16 months with a none working car due to the lack of accountability between these two companies. The fact I'm paying $915 a month for a car I've driven 2 weeks total in 16 months is sickening. These companies should be held accountable and looked into further. I am demanding a resolution.
Initial Complaint
Date:12/18/2024
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 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:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am 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 case
Business 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 warranty

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