silverrockinc.com Avaliações 

The level of incompetence I experienced with the company was astounding. The public has experienced an overall decline in customer service over the past couple of decades as company care less and invest less in the customer service experience but my experience with Silverrrock was an outlier even in the context. I purchased a vehicle with Carvana that had undisclosed body damage when we picked it up. They gave us a 60 days window for repairs they approved. They're contracted with SilverRock regrettably for this work. The first repair shop was a mobile company, so Silverock they wouldn't approve repairs because they didn't have a physical address. On to the 2nd. Silverrock wouldn't approve there payment method. The 3rd company they sent out denials as well stating the repairs weren't under warranty. I spend countless hours on the phone with them and Carvana trying to sort this out. The claims department sends out the denials by email and text. There were numerous claim submissions. When you call customer service they have no knowledge of these communications and are clueless frankly. When I most recently called I was told the repairs were approved, the same estimate that was previously denied. It was approved the DAY before the 60 days expiration from Carvana and they didn't communicate the approval to me. They said it was sent to the repair shop. Now I have to struggle to get Carvana to extend the approval because of this incompetence. There is no continuity, obvious no documentation, between the claims department and the customer service reps. But you can't speak with the claims department. Dreadful unprofessional with many individuals who don't have the capacity to put themselves in the customers position, never mind comprehend how one department could be sending out communication that the front line people have no knowledge of. A total circus act.

They approved me having replacement keys ordered since the ones I received with the car (from Carvana) weren't correct. They then gave me a whole runaround and denied my claim saying that the right people didn't provide verification before the order was placed. They made no distinction as to what process I had to follow. Only informing me afterwards that I'd been rejected and there's nothing that can be done. Bunch of snakes.

I strongly recommend avoiding SilverRock, especially if you own a Tesla. SilverRock administers both CarvanaCare and Carvana’s limited warranty, but in my experience, it could not provide the most basic support needed to complete an approved repair.

My Carvana vehicle arrived with significant undisclosed paint damage. While I was still within Carvana’s return window, SilverRock “approved” an estimate to repair it. However, no repair facility I contacted was willing to accept SilverRock’s unusual WEX payment method. SilverRock allowed the process to drag on until my return window expired, leaving the damage unrepaired.

The regular service partner SilverRock initially sent me to said it could not work on Teslas because it was not Tesla-certified. SilverRock then repeatedly described its authorization to use another facility as a “one-time waiver,” as though it were doing me a special favor. A waiver should not have been necessary simply because SilverRock referred me to a provider that was not qualified to work on my vehicle.

SilverRock also told me that Tesla would work with them. In reality, the manager of a Tesla Collision Center communicated they had previously tried doing business with SilverRock but no longer did so. SilverRock could not positively identify a single Tesla or Tesla-certified collision center that was actually willing to do business with them and accept its payment process.

I followed every instruction, obtained the waiver SilverRock required, and spent considerable time taking the vehicle in and obtaining estimates. Its representatives simply repeated the same scripted responses, even though those statements did not match what the repair facilities were telling me and did nothing to solve the problem. When I asked to speak with a manager, I was told none were available.

SilverRock can apparently approve a repair on paper, but that approval is worthless if no qualified repair facility will accept its payment method and SilverRock cannot identify a provider that will. Coverage that cannot actually be used is no real coverage at all.

Based on my experience, do not rely on SilverRock—particularly if you own a Tesla. Save yourself the wasted time, frustration, and endless runaround. Don’t waste your money.

Front brakes and rotors were bad immediately on arrival. Immediately took it to authorized repair shop, and SilverRock and Carvana proceeded to give me the run-around for days to avoid paying for the defective brakes. Spoke to SilverRock multiple times, and I kept getting an excuse about pictures (which the garage provided). Others have experienced the same -- wanting to run out the 7-day warrenty clock. SilverRock warrenty is a scam.

Their employees don’t even pull up your service contract when you call. When you cite something from it they put you on hold for 17 minutes to figure out a basic question. Never spoken to a more uninformed employee in my life.

If I could give it less than one star I would. They’re SCAMMERS and THIEVES. Terrible customer service as well.

Terrible experience with Silverock. They approved a claim, but would not honor it. I followed their instructions to the “T” and caught customer service & management in several lies. Carvana needs to fire this company.

I boughrt my 3rd vehicle from Carvana and paid in full for it. in 6 days, the car faltere due to battery issues and so we had to take it to the dealership. The dealership said the car was in very bad shape and that Carvana did not do their due diligence to sell a car in working condition. I got all the info in writing and even a video and decided to take it up with Silver Rock so I took it to a shop that is in their network. SILVER ROCk decided that of all the issues (tires, struts, brakes, filter, control arm, and battery) that they would cover only thoue battery!!! So they will cover $200 and I am supposed to pay over $3500 to make this car safe to drive??? WTF? this is unacceptable!

Had to habe vehical.towed to repair shop. Been a month still waiting cause warranty company sent a bad transmission to replace my bad transmission. Company is a total joke. They dont care about their customers. Silver rock is a complete scam!!!!!!!!!!!!

I bought a 2025 vehicle from Drivetime in Virginia. I live in MD and was assured by Drivetime if the vehicle failed inspection to let them know so they can report the issue and have anything fixed so the vehicle will pass. The vehicle ended up failing MD inspection 3 days after I bought it for a ding on the bumper. Silverock does NOT cover body. They sent me to a body shop to get an estimate and assured me it would be taken care of. They still denied it and said because it passed inspection in the state it was bought in it’s up to me to figure out. I explained to them I live in MD just like my ID and all my paperwork says. I’m not paying an extra $3000 for a new bumper when the vehicle Drivetime sold me failed and they still denied it. Drivetime and this company are complete frauds and failures and do not care about their customers at all. Please stay away from Drivetime and do not believe SilverRock to be understanding or concerned about their customers in anyway. Apparently numerous filings against them have been filed with the FTC and BBB. Horrible horrible practice.

Don't ever take the warranty with them!! This company is a complete scam. They will try to make you take your care to some shop that doesn't have a clue about your vehicle. I had to end up taking the car to the dealership because they never fixed the problem. I will make sure in this lifetime never to purchase a car for CARVANA again. I had to refinance with my bank to get out of their BS.

Silverrock is the company that provides maintenance for Carvana vehicles. I received my vehicle and filed a complaint in the first day for a cosmetic issue with the windshield. (That’s currently waiting to be resolved.) Carvana 150 point checklist was obviously not completed by someone with any knowledge of vehicles! I don’t know how this would’ve passed inspection with the marks in the windshield.
The truck was sent to AAMCO in Chesapeake, VA, for a noise in the transmission. They did a transmission flush (preventative maintenance) that wasn’t necessary.
My son is a mechanic and works on these trucks and knew what the problem was. He Reported to the advisor. But they’re under new management and have staffing shortages (and it’s been said that they only trust one technician working there to fix the vehicle) so they have NOT fixed the vehicle. I should not be the one suffering for a company issues. I feel as if I’ve waited long enough and I’m not being listened to. They’ve been holding it for 11 days.
I’m currently in contact with Silver rock to get the vehicle sent preferably to the Ford dealership to be fixed in a timely manner. I’m Dealing with an issue that I may have to pay a $350deductible to do this myself! Since I had the vehicle less than 24 hours and found an issue, I feel as if Carvana and silverrock should be taking care of this.