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: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

• Initial Complaint

  Date:10/17/2024

  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.

  The Ongoing Struggles with My Car Repairs Over the past few months, my car has been in and out of the shop under SilverRock mechanics a total of four times. Each time, I reported issues with the vehicle, hoping for a resolution, but unfortunately, they were never able to find or diagnose the problem. Despite my persistence, the car’s issues continued, leaving me frustrated and concerned for its safety and reliability. The cycle repeated—I'd bring the car in, explain the symptoms, and after days of waiting, the response would always be the same: "We couldn’t find any issues." After four visits, I began to lose faith in their ability to properly diagnose and fix the problems. Finally, I decided to take my car to an outside mechanic, one not affiliated with SilverRock, for a second opinion. Almost immediately, they were able to identify several issues with the car that had gone unnoticed by SilverRock. The outside mechanic found problems that, in hindsight, explained the symptoms I had been experiencing all along. This experience has left me questioning SilverRock’s expertise and thoroughness. While I appreciate their attempts, it’s clear that they missed crucial details that a fresh set of eyes quickly uncovered. Now, thanks to the outside mechanic, the car is finally being repaired properly, but it’s disappointing that it took four unsuccessful visits to realize I needed to seek help elsewhere.

  

  Business Response

  Date: 11/01/2024

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. Please see the attached details.

  Customer Answer

  Date: 11/01/2024

  As per carvana and silver rock Inc, I did take the vehicle to the recommended auto shops. When they Inspected the vehicle I was told by *** ********** that they would call and send reviews of what they found. I then took the car to ***** another one of silver rocks recommendations again I was told their was nothing wrong with the car. I took it into my own hands once I k ew I was not going to get anywhere with silver rocks shops. My shop instantly gave me a quote for a water pump, lower control arms , wheel bearings etc. I purchased the car Aug 30th and that day called and complained from that point on I was given the run around. Now either the shops are involved somehow with silver rock to not report problems or the shops and silver rock have no idea what they are doing. 

  

  Business Response

  Date: 11/13/2024

  We appreciate the opportunity to readdress our customer’s concerns. Page two of our customer’s Carvana Limited Warranty (Warranty), under the section titled “coverage exclusions” explains: “(b)…We have no obligation under this Limited Warranty for:…(19)…repair or replacement of any Covered Part if a Breakdown has not occurred or if the wear on that part has not exceeded the field tolerances allowed by the manufacturer.“

  Customer Answer

  Date: 11/14/2024

  from the first day of purchase carvana and silver rock were informed of issues with the vehicle purchased. As I stated before I made appointments with the recommendation of silver rock which lead to my thoughts of them working together to not have to fix the vehicle. I then took it to a real mechanic shop and they diagnosed the issues right away. I will be filling g in the ongoing investigation on carvana and silver rocks negligence to follow their warranty policies in the lawsuit at hand. I've wasted time with silver rock k and caravan to correct the situation. 

  Mr. ****** 

• Initial Complaint

  Date:09/26/2024

  Type: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 9/6/24 bought a truck from Carvana and on the 6th day I called them to report a brake issues. I was told by Carvana customer service to contact SilverRock and they would fix the problem with paying any fees free of charge. Today is 9/26/24 and I have only drove my car 6 times since receiving it. Carvana told me to contact SilverRock. SilverRock told me to go to one of their vendors for repair. I went to Firestone, and they gave SilverRock a diagnostic with pictures. Firestone found over 10 things needing repaired (in which Carvana 150 vehicle inspection should have diagnosed and fixed). SilverRock refused to approve the repairs. They then sent an adjuster out to recheck the vehicle and still did not approve repairs. Firestone manager stated SilverRock wanted his to put old brake pads on my truck and he stated it is against Firestone policy and is also unsafe to the customer. He also stated SilverRock did not want to pay for labor and parts and wanted more of a discount. He states Firestone already gives a discounted rate to SilverRock as a vendor. Firestone manager states he refused the job because of the risk of brake failure to me. I have spoken with SilverRock customer service several times to no avail. Today, I was told I have to send the vehicle to another vendor and start the claim all over again which will still delay me having transportation. It has been almost a month gone and I am unable to have a working truck. I cannot afford to rent a vehicle. My first payment is 10/06/24 for only 6 days of driving. SilverRock does not care about the customer.

  

  Business Response

  Date: 10/03/2024

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. Please see the attached for details.

  Customer Answer

  Date: 10/04/2024

  Dear ******* *******,
  I am writing to express my dissatisfaction with the response provided by SilverRock regarding Complaint #********. On the sixth day of owning the vehicle, I noticed issues with the brakes and immediately contacted Carvana to address the issue. I was assured that the problems would be fixed through their warranty company, SilverRock, and was advised to keep the vehicle.  SilverRock required me to visit their vendor, ********* ******** **** ****.  The inspector sent a report to SilverRock detailing the necessary repairs. However, despite being told that the vehicle had undergone a 150-point inspection which should have caught any potential issues, it is unacceptable that they are delaying the process and making it difficult for me to get the necessary repairs done promptly. The manager at ********** ***** expressed concerns about reinstalling the worn backward brake pads as it goes against their company policy. Additionally, SilverRock was hesitant to cover the costs of the parts and labor and even requested an additional discount from *********. This caused further delays in the resolution of the issue. I am a working educator and cannot afford to miss work or pay for a rental car at $60 per day. I need a vehicle to get to work and fulfill my responsibilities. I urge SilverRock to approve the repairs at ********* without further delay. I do not want to go through the hassle of filing multiple claims and visiting different repair shops.  I believe that SilverRock should honor their agreement and cover the necessary repairs as outlined in the initial diagnostic report. It is unacceptable for them to try to cut costs at the expense of my safety and the proper functioning of my vehicle. I am eagerly waiting for a resolution to this issue so that I can continue using my vehicle without any safety concerns.  Thank you for your prompt attention to this urgent matter.  
  
  
  Sincerely, ****** ************* 

   

  
  

  

  Business Response

  Date: 10/14/2024

  We appreciate the opportunity to readdress our customer’s concerns. At the time of purchase, our customer reviewed, signed, and acknowledged the Carvana Limited Warranty terms and conditions. Included within the terms of the Warranty’s Coverage Exclusions under section b19 it states: Adjustments of or to, repair or replacement of any Covered Part if a Breakdown has not occurred or if the wear on that part has not exceeded the field tolerance allowed by the manufacturer. We can confirm the inspection report indicated there were no present failure for the recommended repairs. Subsequently, we were unable to authorize the requested repairs. 

  Customer Answer

  Date: 10/16/2024

  I have sent my truck to your in-network vendor at ******* in which this would be the second in network vendor.  The address to ******* is **** ** ******* **** ********** ** ***** phone number ************.  The diagnostic will address the continued problems.  Please call me at ************ to update me on repairing my truck.          

• Initial Complaint

  Date:09/10/2024

  Type:Sales and Advertising 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 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:Sales and Advertising 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.

  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:Sales and Advertising 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 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.