A place for Carvana reviews, experiences, complaints, and discussion. Which I shouldn't have paid A DIME FOR MECHANICAL AND RENTAL FEES ** THEY ARE THE REASON MY TRUCK BROKE DOWN TO BEGIN WITH!! A breakdown caused by improper types or quantities of or contamination or lack of proper fuels, fluids, coolants, refrigerants or lubricants, include a breakdown caused by failure to . Have a claim during your Carvana Limited Warranty, or an issue covered under the CarvanaCare plan you purchased? What if there are imperfections on my vehicle that were not notated on the 360-degree tour? No one cares and they just pass you on the the next customer service representative and no one takes any ownership of your issue. Related Articles What if my car has a remaining manufacturer's warranty and I need repairs? Approximately 2hrs later I received a call from. Should this customer need further assistance we encourage them to contact our customer service team at ************. Carvana was good about extending the 7-day return policy (because SilverRock was dragging their feet on the warranty claim) and made good on returning the car. 2 times i was hung up on. You have a $0 deductible when visiting an In-Network repair facility! Again, the excellent thing about DriveTimes DriveCare policy is pretty straightforward and easy to follow. I take it back to the shop and they said it was not covered at all by the warranty and I had to pay out of pocket fully. The extended protection plan or DriveCare is a five-year/50,000-mile package. Should this customer need further assistance or would like to discuss this matter with **, we encourage them to contact our customer service team at ************. I regret to hear about our customers' dissatisfaction with the coverage options that we offer. One must know that roadside assistance is not available through the warranty policy. Carvana approved the extension. Carvanacare Essential Basic Mechanical Coverage What is CarvanaCare? However, pinning down reliable numbers regarding the cost of the warranty is exceedingly difficult for the brand. Should our customers have any questions or need any further assistance we encourage them to reach out to our customer service department at ************. Click to reveal A warranty through DriveTime does have its advantages, particularly for those who need a basic plan to help them with significant repair fees. Im continuously out of transportation for weeks at a time. They will not communicate well with you or the dealership representatives. If your car arrives with additional miles on the odometer, be wary. We are dedicated to providing a high standard of customer support. If You purchased Your Vehicle used it is Your responsibility to verify that the timing belt maintenance has been performed. After that, you have the option to extend your coverage with the DriveCare program with . Youll need to leave it at the dealership and drive a rental car while you wait. International Association of Better Business Bureaus. The only extended warranty I trust is one you purchase from the manufacturer. In short, if youre after a comprehensive warranty, this isnt it. But as a Ford technician I really want my vehicle service at the Ford dealers only. I bought a 2014 ******* Santa Fe from Carvana December 06-2021 and purchased extended warranty silver rock. When you purchase a vehicle from DriveTime, a 30-day 1,500-mile warranty is standard. What if my car has a remaining manufacturer's warranty and I need repairs? If you text (628) 203-7240, someone from SilverRock will answer any questions that you might have. DriveTime warranties are geared toward keeping things simple. I took it back to ******* service department and they said its a bad engine. Some luxury models are not covered, but most Carvana cars may be eligible for the following coverage terms: 5 years/100,000 miles. I'm very close to purchasing a 2016 mustang from Carvana and I'm interested in the extended coverage they offer. I was still responsible for rental fees!!! According to the Better Business Bureau, the company has an average rating of 1.22 stars out of five. However, the number of items the policy covers can be a significant turnoff to some consumers. Thank you for sharing the customers feedback. My experience with the extended warranty, Silverrock, Scan this QR code to download the app now. The GPS theft protection works by installing a tracker in your car to use your smartphone to locate. Click to reveal Mine is being returned (again) to Carvana to be (presumably) resold, and I know that it has problems they refuse to fix. I got my trade in back with no hassle. So much is overlapping. We would be glad to provide any necessary feedback to help improve our customer service. Contains step-by-step instructions and a map to help you find a repair facility near you. Especially AFTER the 7 days are over? Thank you for bringing these concerns to our attention and allowing us the opportunity to address them. You are good to go! I/We fully understand the Road Hazard Agreement Contract will no longer provide any benefits from this date forward and any cancellation refund due will be processed within 30 days of SilverRock's receipt of this completed request form. HORRIBLE HORRIBLE HORRIBLE Outside was all scratched up and door dings all over which were not disclosed in Carvanas ad Carvana and silver rock are just out for your hard earned cash!!!!!!!!!!!!!!!!! Carvana sold me a bad car. Porsche sent a claim to Silver rock. Three days after delivery I took the vehicle to the dealership for a PPI (pre-purchase inspection). We may earn revenue from the products available on this page and participate in affiliate programs. Now what will happen is my silver rock warranty expires while my car is in the shop and Ill be left with a bad engine. As of yesterday, the warranty has basically paid for itself so far, covering three problems, including replacing the master cylinder in the brake system yesterday, which normally costs $500 to $600. Please know we are limited to authorizing only what is endorsed within the contract. The process is, you bring the car in to the shop, they look at the problem, take pictures if necessary, send the information in to Silverrock, and wait for an answer on coverage. You have to decide for yourself. What is CarvanaCare? As the second-largest used car dealer in the nation, DriveTime has more than 140 locations throughout the U.S. We appreciate the opportunity to address our customers concerns. I have been hearing a lot of story I am not comfy with. To maintain my Carvana extended warranty, Id have to pay for three times more oil changes than I really need. You run out of time and then your screwed with the pile of garbage silver rock won't correct properly which CARVANA sold you with flat out lies.Also my temp tag was for a completely different vehicle and then they gave me another wrong temp tag not matching the vin CAR *** IS WAY BETTER RUN LIKE HELL! At this point it was Wednesday, and SilverRock informed me that I would need to leave my car at the dealership through Monday to await the inspector. I then took it to the ******* service department and was told I needed a new engine. 2023, International Association of Better Business Bureaus, Inc., separately incorporated Better Business Bureau organizations in the US, Canada and Mexico and BBB Institute for Marketplace Trust, Inc. All rights reserved. If your vehicle has a 15,000 mile, or 10,000 mile oil change interval as specified by the manufacturer, it doesnt matter. Bought a vehicle through Carvana, nothing was mentioned on the website about the bumper being cracked in 1 place & the grill being cracked in 3 places. Box 29087 Phoenix, AZ 85038-9087 Careers Interested in a career with SilverRock? We apologize if that did not reflect during their interaction with one of our team members. Silver rock warranty / dealership repairs. What is CarvanaCare? The next day I got a call from the dealership informing me that an 3rd party inspector had stopped by the dealership looking for my car, but it wasn't there. We understand that repairs are never ideal and can be frustrating. !I gave it back NEVER AGAIN!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Carvana Care is administered by SilverRock Repairs. ********* saying that Silver rock has denied my claim for repairs .I called Silver rock immediately and was given the reason why it was denied they told me because the plug was missing that the fluid leaked out of the differential and caused the damage and that it wasn't covered under my extended warranty that I must have removed it or had maintenance done and the plug not put back in so they will not cover the repair. All rights reserved. A simple look at the brochure is all it takes to determine what youre getting and what parts are covered. Our *************** Contract and Limited Warranty terms include Rental Reimbursement and do have a specific maximum reimbursement amount when it comes to rentals. That is why it was initially not taken care of. Who is SilverRock? I believe this company is a joke and tries to scam people out of as much money as they can!! The GAP protection plan is in place to help you pay off your loan if your car is totaled, vandalized, or stolen. Deal just closed on the 12 of this month. Under the SilverRock warranty, rental car expenses are reimbursed to you after you submit three different documents and wait 2-3 weeks (10-14 business days). (2 days ago) I have the 100 day coverage Carvana gave me. Now I'm stuck footing the bill for the grill to be repaired, even though they said it would be taken care of. All rights reserved. Your IP: Should this customer need further assistance we encourage them to contact our customer service team at ************. Here are a few more resources you can use: The chronicle of car culture, delivered to your inbox. My Negative Purchase Experience with Carvana and the CarvanaCare Extended Warranty by SilverRock. Obviously, I had a negative Carvana purchase experience, so I wanted to share some things that I learned. TL;DR Pay your local dealership to do a PPI (pre-purchase inspection) during your return policy. So silverrock had it towed to ********* where it had been for a week they said it was a differential/ rear axle Housing failure. (Another shop where I had just gotten my oil changed said they could work with Silverrock also, but it would be their first time.) jrlivin2 3 yr. ago. According to him, everything would be covered by the manufacturers warranty if my car still had one, so I assumed the Carvana warranty would take care of everything. Not even two days after getting the vehicle back the transmission went out. Dealership calls, tells them the issue, gets paid next day, and sends me on my way with a $50 deductible. 1 Find a Carvana Preferred Facility Search for location nearby and schedule an appointment 2 Take your vehicle in Have the shop call our warranty provider SilverRock at 866-628-3905 to start a claim. Instead, it covers a specific list of parts that they will provide you with. Other items, such as the engine, transmission, and drive/axle components, are covered for five years or 50,000 miles. Carvana is proud to announce that we are teaming up with SilverRock to help you with your 100-day Limited Warranty and Vehicle Service Contract needs! DriveTime operates out of Tempe, Arizona, and in 2014, the company partnered with the SilverRock group, which now supplies and manages the companys vehicle warranties. Our customers need to know that if the required repairs on the vehicle are determined to be non-covered components, they would be considered the customers cost of ownership. How do I start a claim with SilverRock? Cloudflare Ray ID: 7d187ae0ed19725e Call 877-584-3848 Can I cancel a Carvana Care extended warranty? Mine had many issues, and the mechanic was shocked that it passed the Carvana inspection. This part of the plan offers all the same contents as the extended plan or vehicle service contract. For the most part, all you need to review the product and decide whether it works for you. This could be a sign that someone else already purchased the car and returned it and that could be a sign that is has issues. After that point, it is your choice to continue it separately. 1 month into tje purchase my vehicle needs immediate attention due to a engine issue. You are responsible for maintaining correct levels and types of fuels, lubricants and coolants. Box 29087 Phoenix, AZ 85038-9087 VSCCxl202206 I was pulling out of a restaurant and getting on the highway, when all of. I took delivery of my car on a Saturday. Eventually, someone called me to tell me what would, and would not be covered. The fact that the deductibles are so low and the brand offers coverage through non-network facilities gives the car-owner plenty of room to breathe. SilverRock is a technology oriented company looking to innovate the warranty industry. Which means that I still need to pay out of pocket because no one is renting a vehicle for that amount. 3 years/90,000 miles. What I think is key here, is finding a shop that has a established, trusted relationship with Silverrock. I spoke to them both and then chose one, Westbahn. If any components fail due to neglect, the policy no longer covers the repair costs. Reddit, Inc. 2023. Both were covered! !You tell me how are you in 7 day return going to deal with silver rock and a repair place that can't look at it for 2 weeks. Carvana customers, visit yourvehiclecare.com to find out what to do if your vehicle is in need of repair. While that might seem to be a fault, it does help eliminate any confusion when they refuse to pay to repair an item that isnt covered by the policy. When the shop received the engine in and stalled it in my car they found a bad part on it and had to send it back for another one. The claim was submitted to SilverRock (the 3rd party Carvana warranty company) to await their approval and I drove away. At that point, the repairs will be approved in a timely manner. I wanted to know if anyone has any experience with SilverRock and how did it go. I returned the car. So far its been 4 days with silver rock giving me the run around. A place for Carvana reviews, experiences, complaints, and discussion. A place for Carvana reviews, experiences, complaints, and discussion. There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. There were some documented issues online that were not as severe the ones they chose not to list, which was weird to me. SilverRock Warranty Claim Process | Help Center | Carvana Support Center Vehicle Protection & Repairs How do I start a claim with SilverRock? See all articles on this topic Terms and conditions vary based on location. Had it for just 2 months if that. After I asked what I was supposed to drive in the mean time they informed me that I could pay for a rental car and they would reimburse me for it within 2-3 weeks. All Rights Reserved. 3 We'll take it from here SilverRock will review the diagnostics, approve covered repairs and pay the shop directly. First car shop could not figure out what was wrong with my car. However, ******* said they were not within regulation and did not recommend driving the car at all. Who is SilverRock? Worst customer service experience ever. Silver rock warranty / dealership repairs I'm very close to purchasing a 2016 mustang from Carvana and I'm interested in the extended coverage they offer. Reddit, Inc. 2023. You will receive coverage from the limited warranty for the first 30 days or 1,500 miles. A breakdown caused by lack of customary, proper, or manufacturer's specified maintenance. At this point, nothing was a deal breaker so I accepted delivery. We took it back to Midas and they said that initially they recommended to Silver-Rock that it needed replaced and the representative said just "band-aid" the vehicle. You can cancel an extended warranty at any time and you'll get a prorated refund for the unused portion of your policy. SilverRock will not pay for OEM parts. For all intents and purposes, we will be highlighting the product SilverRock offers to DriveTime customers to help you decide if its worthy of your investment. Thank you for sharing our customers feedback. Do not trust that Carvana properly inspected your car. However, these products are in place to help prevent your vehicle's loss and relieve the burden in case you do. Reddit, Inc. 2023. The car only has 26k miles on it.I am thinking of ditching the Silver Rock coverage. On that note, we also like that the warranty policy is easy to understand. All other maintenance and servicing must be followed as recommended by Your Vehicles manufacturer. I have a 2017 Toyota Corolla LE. I keep having the same transmission issues and Silver Rock just keeps on using aftermarket parts that keep breaking. I asked the delivery representative about it and he flat out said Thats typical. The action you just performed triggered the security solution. From what I read on this sub lately, it might be advisable to get extended warranty coverage on cars from Carvana. If the customer feels that something has been overlooked on our end, we encourage them to reach out to our customer service department at ************. I bought a 2015 Porsche Macan, ****************** sent the car with all tires and several mechanical defaults. Cloudflare Ray ID: 7d187ab4e8924180 Was so excited to get my car back and finally enjoy it when 6 months later started to have problems with the engine again. DriveTime Repair Process. SilverRock will send a 3rd party inspector to the dealership to inspect your car before authorizing any repairs. Thank you for sharing our customers feedback. Yesterday I got really lucky and the answer came back right away, that the master cylinder replacement was covered. Even if there are things to like about the company, this is hard to look past. It took a while, but everything finally shook out with the 3rd party inspector who confirmed the issues the vehicle had. 4 years/90,000 miles. Ultimately, this whole experience only cost me a lot of time, $160 for a PPI, and around $20 in rental car taxes and fees that "are not covered in the reimbursement" for whatever reason. Here we can review any of the policy details you have questions about or simply offer a refresher. See all articles on this topic Furthermore, it's important for our customers to keep in mind that we are limited to authorizing only what is endorsed within the binding contract. Im at the end of my warranty with silver rock. Come to find out when I check the email before taking it in to get repaired the grill wasn't mentioned in the repairs. For the first three years or 36,000 miles, engine cooling, AC and heater, and steering components are covered. Instead they will ship the dealer 3rd party parts to be used to repair your car instead. The cosmetic issues my car had were not super major, but it did have some nicks, scratches and 'road rash' that were not mentioned online. During delivery, I noted some cosmetic issues with the vehicle that were not documented online. Protection plan or vehicle service contract have to pay out of transportation for weeks at a time inspector to dealership. Your Carvana limited warranty, SilverRock, Scan this QR code to download the app now as can. 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