SilverRock Automotive, Inc.

For full response, please see attachedOn April 28, 2017, SilverRock contacted our customer to discuss her concernsWe explained all repairs have been authorized and are expected to be completed by May 5, We also advised we would be willing to reimburse for rental expenses upon providing us with paid receiptsAdditionally, we offered to provide our customer with a direct bill rental through the completion of repairsThis means SilverRock will cover the daily rate of the rental vehicle while our customer is responsible for any applicable fees assessed by the rental facility On May 1, 2017, SilverRock received our customer’s rental receipts and have processed a 20-day reimbursement at $per dayOur customer expressed satisfaction with our resolution and the call was ended on amicable termsWe will continue to remain in contact with our customer to ensure the repairs are completed in a timely and efficient manner SilverRock thanks the Revdex.com for their continued support and allowing us the opportunity to address our customer’s concernsShould you have any questions, you may contact our Customer Relations department at ###-###-#### Sincerely, Danielle CCustomer Relations

I recently had a claim processed after calling for days having to prove that the part covered in my warranty was indeed the issue causing my vehicles dysfunctionI woke up, and my van would not startI called an in-network garage to come and tow my vehicle and have it diagnosedThey said that the "Powertrain" Engine Control Module was reading many errors, and that it would have to be replacedThey also informed me that SR would not cover those repairs, as it is not outlined in my coverageI have the year coverage, which outlines the "Primary" Engine Control ModuleI called customer support to figure out the issue, and the representative informed me that it was a common issue in the verbiage, and that the ECM differs from the PCMI paid their in-network garage, and had it released to a dealership, and dug furtherThe representative at Dodge informed me that he had been working there for years, and had never heard of a Primary Engine Control ModuleI then called SR (time 2) and was trying to explain that I was a Network Engineer, not a mechanic, but it sounds as if the parts are one in the sameHe reached out to his claims department and informed me that they cover ECM, not the PCMI looked back at their coverage outline, and took it with a grain of saltI went back to research, and found out that the ECM is part of a part systemolder vehicles used different module to complete the full taskThey are the brains of the carThe engine control module interacts with the Transmission Control Module (2-parts) to act as the brains, controlling the functionality of the vehicleNow, most cars use the Powertrain Engine Control Module "PCM", which now provides the functions of the ECM and the TCM, to act as component providing the full brain power of the vehicleI called customer service a third time, and a lady named AL picked up the phone (((extremely rude)Very Poor Customer Service Skills)May want to invest in a PR course, or at the very least a leadership program)She assured that her tech had a background in mechanics, and that if I had a dispute, to call the garage where I had received my information, and have them take it up with her claims adjustersI just wanted her to email me part numbers for the covered components, or give me some sort of factual information that the components were indeed separate entitiesShe informed me that she wouldn't produce anything for me, and to revert back to her previous statementBy definition, the PCM is also referred to as the ECMI told her that I wasn't trying to argue about the matter, but wanted to be shown that the two parts were not performing the same function, i.e, the same partShe could not / would notShe kept insisting I chase this through her claims and my repairs center, then I asked for her supervisorShe would not listen, and repeatedly kept speaking over me to repeat that I will be denied what I paid for, and that she didn't care about the error in the coverageVery rude, and with an attitudeI asked to speak to her manager, and she assured me that course of action would be fine, but I would just be told what she told me, that I wouldn't be coveredI spoke with the manager, and he verified that the two parts are in fact the sameOne is just more current than the other (SINCE 2013, PRE-DATING THEIR BUSINESS STARTUP)That I would be covered, and everything was fineIt took too much time away from myself, my company, my family, and way too many phone calls / research to justify a claim that was deniedThis is their job, they should be the subject matter experts, not meI shouldn't have to let them know how to do their jobPlease listen to the recording

Well I have had my car for two years with no problems at allThen all of a sudden my starter went out so of course silver rock replaced it and the a wee later my alternator went outThey replaced it with a new batteryI was out of 200$ but my car was fixed instead of being out 1000$Very greatfull

[redacted] ***04/12/2018Dear Recipient Name:SilverRock Automotive you had or have no intention to repair my vehicle if you did you wouldn’t never put your Customer thru this SilverRock need to spend more time repair customer vehicle and less time putting your customer thru hell to save moneyNo one from Silver Rock ever call me about anything to get in contact with someone I had to make the contact with then I call SilverRock over times and again no one ever return my call, I also call drivetime and leave over messages again on one never return my call, I call my salesman person times again no return call, Only person return my call is pep boys,I Visit Chevrolet dealers, NTB Tires and Pep Boys Times and guess what my vehicle still not fix BECAUSE SILVERROCK REFUSE TO LISTEN TO ITS OWN REPAIR SERVICE CENTERSMY VEHICLE STILL NEED TO BE REPAIR, THE COST TO REPAIR MY VEHICLE IS $1,AT LOVE CHEVY DEALER SilverRock profit before customer

On April 11, 2018, we reached out to our customer to discuss her additional concernsWe conveyed our happiness that our customer was able to get her catalytic converter replaced at the original equipment manufacturer (OEM) with easeWe requested our customer take the vehicle to be diagnosed and have a claim initiated with usWe advised we are able to accommodate her request for her to take the vehicle to the OEM for this diagnostic and to have the OEM treated like an in-network repair facility for this claimOur customer accepted and advised she would take the vehicle in as soon as possibleThe call ended on amicable termsWe will continue to remain in contact with our customer through the completion of her repairs and any resolutions that may be offered

This company shouldn't be in businessThree times now I have had issues with the car covered by this warranty, and EACH time they wanted to not PAY A DIMEFor what I'm paying for this warranty, they sure don't want to cover much, and when they do cover it, they make you take it somewhere where it won't even be fixedTook a car in to their suggested repair shop and it left with the same problems it had when I dropped it off

I purchased a CTS Cadillac from DriveTime 10/17/ By 01/29/the Timing Belt needed to be serviced (Advised by Capitol Cadillac, Greenbelt, MD) after having the vehicle diagnostic complete NOTE: The timing belt is covered under Silver Rock Repairs Warranty) Cost of repair $via Capitol Cadillac SILVER ROCK WARRANTY "says the repair will void my warranty if completed by Capital Cadillac because the cost of the repairs would be more than half the value of my vehicle" The Silver Rock Adjuster/ Claim Rep believes the issue is more serious and due to the mileage of the vehicle should replace the engine and both catalytic converters but this would have to be done by their "in-network facility" I agreed to the terms because I was told I would be getting "all new parts" The vehicle was transferred to Precision Auto Tune in Beltsville, MD for repairs On 03/09/I returned to pimy carWhen I hit the highway, my car never ran the same againI re

Don't use this companySilverRock will take your money for the car warranty only to deny covered itemsThey company is a hassle to contact and most repair facilities are no longer accepting SilverRock due to denials

Silver rock won’t reimburse me for my car rental while my car was in the shop for weeks !!!

I PURCHASED A CAR FROM DRIVETIME, SILVER ROCK IS THEIR WARRANTY COMPAYSILVER ROCK TOLD ME TO GET A RENTAL CAR AND I WOULD BE REIMBURSEDI SENT MY RECIEPT, WHERE I PAID THME CASH$ I RECEIVED AN EMAIL THE MORNING OF 8-7-THAT THEY WERE ONLY GOING TO GIVE $311.00, TGHAT IS DAYS AT 25.99, PER DAYSILVER ROCK INSISTED THAT THE CAR GO TO ONE OF THEIR APPROVED REPAIR SHOPSFIRST IT TOOK SILVER ROCK TWO DAYS TO EVEN GET MY CAR, THEN THE FIST SHOP SAID THEY DO NOT DO THAT KIND OF WORK, SO A THIRD DAY GOES BY, ANOTHER SHOP, SAME THING THEY DO NOT DO THAT KIND OF WORK, THEY SAID TAKE IT TO DEALER,(MIND YOU) I ALREADY TOLD THEM THISIT TOOK FOUR DAYS TO GET MY CAR TO THE PROPER SHOPTHQAT IS FOUR DAYS OF RENTAL THAT I DID NOT NEED TO HAVEIF THEY WOULD HAVE LISTENED TO ME IN THE FIRST PLACE, THIS LETTER WOULD NOT HEED TO BE WRITTENLONG STORY SHORT, NOW THEY ARE TRYING TO STEAL FROM MO,BECAUSE THEY TOWED MY CAR ALL OVER THE STATE OF GA I JUST WANT WHAT I SPENT, BE

I took my vechile to get repaired and my warranty was denied

Purchased a warranty with silver rock when I purchased a vehicle with Drivetime Auto and after two days the brakes began to vibrate and I was advised by a silver rock agent to take it to pepboys where the cut the rotors front and back and replaced the padsI had a repair shop of my own 20yrs ago and once rotors develop hard spots shaving them does not help they have to be replaced so they did not fix problem they patched itSecond I got a check engine light and I put the tester on it and it read cam position sensor right and left back and timing to far advanced they had me take it back to pepboys and they had my vehicle three days and never repaired it so I was given another repair facility by a silver rock agent to take my vehicle to and when I got to this facility I was advised by silver rock that I was over the mile warranty after driving the vehicle to two different pepboys locations and one Ntb tires shop with personal usage and running hundreds of miles between repair faci

July 10, I took my car in to get repairs done for my Volkswagen Jetta I called SilverRock, DriveTime, and Volkswagen themselves last week to see what the issue with the car wasI was told last week that DriveTime would cover the cost of my repairsAll I needed to do was pay a $deductibleNot to mention I only had the car months so there shouldn't have been anything wrong with it in the first placeI take it to Ourisman Volkswagen of Laurel and they tell me the price of the repairs would be $They then ask me if I have warranty and I tell them yes SilverRockThey called the Claims department and they said what needed to be repaired is not under warranty? So I called SilverRock and Drivetime back and they both said that all I needed to do was pay the $deductibleI get to the checkout after 30mins of waiting thinking everything went throughLittle did I know SilverRock didn't even pay their part! I had to max out both credit cards in order to pay this bi

I needed a part for my ford edge.. I went in for a regular oil change discovered that I needed to fix my turbo and two weeks later still waiting on my part.. I had to get a renter car because they do not offer a loner.. they said they will reimburse me but I have to rent the car first.. It should not take 2 weeks for any part to come to a car shop they recommended. they really need help in customer service..

I purchased a vehicle from Carvana 9 months ago and purchased an extended warranty through Silver Rock. We paid for it and was told just keep the usual maintenance up and the warranty will cover the vehicle if anything happened. The car was maintained as recommended by the dealership. Oil changes for an Audi are recommended every 10,000 miles or 1 year whichever comes first. We made sure to stay within these constraints. Fast forward to 9 months after having the car and it suddenly needs a timing belt. We had the dealer contact Silver Rock and give them all the documentation requested. We were then informed that they were just missing our last oil change so we sent documentation of proof of the last oil change. Up until the very last one, all maintenance had been done directly at the dealership. Silver Rock declined paying for the repair because they want oil changes done every 5,000 miles although this is not the recommendation from the dealer. This is completely unfair and a way to get out of covering the vehicles. This makes this company more of a scam than a legit warranty provider. Do NOT BUY A WARRANTY WITH THIS COMPANY! SCAM SCAM SCAM

Purchased a 2010 Chevrolet traverse since the 3 day of ownership, this vehicle has been in the shop for major repairs. I have contacted drivetime place of purchase several times, to get another vehicle. No suck luck, they just want that payment, no caring if the quality of the vehicle sold to you and your family's safety. Bought this extended warranty which has covered the repairs, up till now. Called reported engine light on, took to the shop they suggested, was.told has a bad motor. Now silverrock warranty has fought me tooth and nail about fixing the vehicle. Though the vehicle is spotless.inside.and.outside, new tires, DVD added throughout the cabin and running boards, with many other extras which they seen. They search for a loop hole to not pay for this repair. Was even told to contact drivetime in regards, when and now found out they're apart of drivetime. Please dont buy this warranty, or a vehicle from drivetime. They only care about the payment, not the quality of the vehicle once out the door. I wait on silverrock claims now on this repair, though under the warranty contract purchased, the vehicle has set for a week with no outcome of if the repair will be made. Please be aware before purchasing, as I will continue to update you on the outcome...

I want to say these ppl are not what they are sold to be Tell me one thing then someone else tells me different I called and ask that a manager return my call and was told,"They will contact you by the end of the day." Still sitting here and no call Full of crap Makes no sense

I called and Samantha took care of meHelped me find repair shop and told me about diagnostic test and what they may or may not coverI set up my appointment from a few she gave me for a SaturdayAfter the analysisMy vehicle was approved and I was on my way once fixedFully covered, very happy!

Horrible experience! I have had my car not even two years! Timing chain broke! Has been in repair shop but times than not. And now Silver Rock does not want to pay for repairs! I have sent in my oil changes for the past year. I had the oil change every 3000 miles instead of the manufactured 6000 miles. Car is still under warranty! Buyer Beware! If they can figure out a way not to pay for repairs they will! I will never pay or recommend anyone to buy a vehicle from Drive time and or deal with Silver Rock Warranty! Horrible customer service! Since my car has not been approved for repair I am not entitled to rental car.

I purchased a GMC Acadia from DriveTime at the end of October 2016, and added extended limited warranty which covers engine, transmission, etcOn April 7, 2017, the vehicle broke down and has been sitting in Pep Boys for weeks nowSilverrock alleges they approve the engine replacement but fail to make any moves to produce a engine or authorize Pep Boys to purchase the engineJames A*** is suppose to be the representative assigned to the claim but he does not have a voicemail box, and when you leave a message for him he doesnt return itIn face, he doesnt return calls to Pep Boys either
My last call was transferred to DriveTime Customer Relations, only to be told they are moving forward with the repairsMy vehicle has been sitting at Pep Boys for weeks now, with no end in sight
I have been forced to rent a vehicle from Thrifty for $per week, and continue to pay my car payment of $per month