SilverRock Automotive, Inc.

(Please see attached for full response) On May 25, 2018, SilverRock reached out to our customer to discuss his concernsOur customer relayed his repair history and expressed his concernsHe advised it was the gasket inside the water pump the OEM had to replace and explained he paid for
out-of-pocketHe confirmed the vehicle is operating as designed, aside from the struts, which he has yet to replaceWe requested our customer provide us with all receipts for his repairs, so we can review for possible reimbursementOur customer agreed and the call ended on amicable terms.On May 30, 2018, following our review of our customer’s receipts, we reached out to our customer to discuss our reviewWe offered to refund him the amount paid for the water pump gasket repair and the hub assembly repair completed at the OEMOur customer accepted our offer and he further advised his vehicle is in good working order and nothing further needs addressedThe conversation ended in amicable terms. We appreciate our customer’s feedback regarding his experience at our INRFWe take our customer’s concerns seriously and are investigating the INRF in regards to our customer’s repairs and the experience he had with themWe will continue to monitor our customer’s account to ensure he receives his refund

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

Well I cannot complain SilverRock did rock dropped off my car for service at the Infiniti dealer in Kansas City and they took care of the broken parts it’s all about good communication between the dealer and silver rock glad to have chosen the warranty with silver rock thank you guys for the great work! Will def recommend you to my friends and family

I took my vehicle in almost a month ago! I took it to pep boys who was in network and they said my car had a transmission problem they started filing the claim but said they don't work on transmissions but another pep boys did I took it their they said a different pep boys could fix it but not them then I took it to a THIRD one and they said the same thing so I was like screw this and went to Leo browns such an amazing guy great customer service but he couldn't work on transmissions which he said was the problem found ANOTHER place JDs complete auto repair and they said the same thing it's the transmission ( whod of thought!) So they filed a claim and then I had to wait for silverrocks inspector to come out (because they don't believe REAL mechanics!) Then he said nope it's not the transmission it's the engine mounts! I had to pay dollars to have them fix those for guess what it not to be the problem! Because not even five minutes up the dang road the car starts doing the same thing to me again! So now I have to take my car back and I'm going on a month with no dang car! (That I still have to pay for might I add) and now they don't want to use the transmission the mechanics have they want to use one of theirswhich I bet is freaking a cheap one that'll break down again! And they say they'll get you a rent a car BUT you gotta pay for it up front and theyll reimburse you but only up to because that's realistic and it doesn't cover the insurance you have to pay on the car of course so it leaves you to have to bummit from coworkers, family and friends had I known all of this going into getting this car from the get go I would have never even touch this damn car! This is the absolute worst company I've ever had to deal with!

I brought a Nissan maxima from drive time about a month and a half agoFirst, the AC stopped working and blew out hot air in degree weatherdays later, the car broke down on the highway while I was driving to workI called silver rock because I was still within my warranty and paid for a tow to the recommended repair facility that an agent provided methe mechanic called me back the same day saying that he couldn't work on the CVT transmission because of the incompatible tools he hadso I had to pay for another tow from that mechanic to another recommended mechanicthe new mechanic calls silverrock to tell them about the repairs, they refused to cover itI had to spend $for the transmission I called silver rock back just for them to tell me that there isn't a claim on fileand they wouldn't even pay for the AChad to pay for that tootaking this coverage off the first chance I getwhy would I need to spend money on protection if they will not protect me from the COVERED components? like the ACI will never recommend silverrock to my enemies

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

SilverRock is a scam Do not buy this warranty Bought a car in February of 2018, a Nissan Versa Two months later the transmission needed to be replaced After daily phone calls from myself and the mechanic, three weeks later the transmission arrived from a third party vendor November 16, 2018, transmission needs to be replaced AGAIN! Getting the run around again Nobody can give me information, it's against policy they say for me to speak to a claims adjuster, or the third party vendor and it is out of their control How are these people getting away with the non-service they provide If you are buying vehicle and need warranty, DO NOT purchase SilverRock EVER They are the most incompetent organization I have ever encountered I am calling every three hours every day until someone can get a hold of the third party vendor that supplies transmissions It has become my responsibility to make sure the warranty I purchased does their JOB They don't ever offer a rental vehicle either A vehicle is a necessity, not a luxury This organization does not care that you are stranded or are in need of a vehicle They only care that you bought their warranty and provide no service whatsoever

HORRIBLE HORRIBLE HORRIBLESilver Rock has the absolute worst process/ protocols, and representatives I have ever done business withNO ONE can provide direct answers to questionsEvery representative is passing blame along to the next individual/ partyCurrently, my vehicle has been waiting at the dealership for an inspectorThe dealership is even contacting me with frustration as they are unable to do anything with the vehicle until SILVER ROCK provides authorizationI have called to speak with representatives who pass blame along to "outside vendors" which they are "unable" to provide contact info forI asked the representative to provide me with contact information on the "vendor" that locates inspectors for Silver Rockstrange enough NO ONE at Silver lake was able to provide this informationTotal disrespect regarding timeliness for those who have purchased a warrantyUsually, the wait is mechanical but in this case its solely on Silver Rock and they have definitely dropped the ball in this process

I have sent in the photo and video requested by the business yet they have failed to respond to my approval requestIs it possible to reach back out to the business or will I need to open a new complaint?

The absolute nightmareThese people will sell you a car with a world of promisesEverything they say is just talkIn one year since I purchased a lemon gmc acadia, the engine blew out, tire sensors went out, motor mounts went out, catalyst converter went out, both headlights went out, service airbag light keeps coming on, and the list goes onSilverrock took days to replace the engine and the rest is uncoveredDo not purchase their warranty package, trust me you will regret itThey cover minimal repairs and what is covered takes loooong to actually fix

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

I have spoke with Danielle, who is definitely friendly and I appreciate her willingness to assist me She did get the reimbursement approved in accordance with the contract terms; however, to date I have yet to receive the reimbursement I have provided her with my direct banking information, and was promised the refund on May 2, It is still not in my bank account, and we are on May 4, I appreciate the direct rental and the promise that the vehicle will be fixed To date, nothing different has occurred I am still without the repaired vehicle, and have yet to receive the promised refund Thanks, ***

SilverRock rocks......I am in the midst of a vehicle nightmare; I highly doubt that Drivetime's inspection company/workers even truly inspected my carSince purchasing it in late April, I've had nothing but trouble with it: 1) All tires were shredding inside, cracked and dry....one split open while my daughter and I were on the interstate at high speedsSilverRock replaced them2) Catalytic converter/sensors had to be replacedSilverRock took care of it3) The turbo engine had to be rebuiltSilverRock approved it4) The a/c broke so the air compressor had to be replacedSilverRock quickly made sure it was done, and waived my deductible because I have had SO MANY ISSUES in such a short duration, and have not been able to drive it for Lyft and have lost so much potential income! 5) Bad spark plugs were found & replaced Now, 6) once again, the engine light has come on.....I have to take the vehicle to the shop AGAIN tomorrow to see what it is This time....the only peace-of-mind I have in dealing with yet another problem with this Buick Encore I bought at Drivetime is that the SilverRock warranty team has my backThank You!! ??

I paid $3,for their power terrain warranty when I purchased my vehicle on 12/16/I was hit by another diver months laterOnce I found out that my car was totaled out, I sent in the necessary documentation to cancel the warrantyI received an email the day after I submitted the paperwork saying that they had received the information & that the policy would be cancelledI received as second email from them later on in the same day confirming the cancellationI called the next day to get the dollar amount that would be taken off of my loanI was told the amount is $3,I waited until the next day to make sure the amount had been taken off & it hadn’tI called & was told that it will take FOUR-SIX weeks to reflect on the accountI went to purchase another vehicle but of course they want to see that my previous car loan has been settled so I call SilverRock again & asked for documentation of the dollar amount to be applied to the accountI was then t

One star is too many for this company. For one the supervisor here name Jordan is very unprofessional when I asked to speak with someone higher then him he said he was the only manager working. He then told me the next higher up manager would be a guy name Justine who is his supervisor. I hung up and called back to complain about the service and the team member told me they had a higher manager available. I told the team member to put a complaint in about that supervisor because he completely lied to me and I'm a customer. We as a customer is the reason why these is have a job in the first place. The company is a fraud anyway. They tell you they will reimburse you for your rental while your car is being repaired but they only giving us back $52 out of $146 we spent on the rental. Not only that we had to pay $100 deductible. All together we are paying out $194 money that is lost. They only giving us $25.99/day for the reimbursement. What a scam. People please don't use this company.

On March 5, 2018, we contacted the original equipment manufacturer (OEM) that completed our customer’s repairs to determine the dates the vehicle was there for repairs. As stated in our initial response, the OEM advised the vehicle arrived on January 4, 2018, and was picked up by our customer on January 9, 2018. The vehicle later returned on February 13, 2018. The OEM advised our customer picked up his vehicle on February 24, 2018 Our affiliate, DriveTime, has offered to reimburse our customer for the rental costs from February 13 through February 24, 2018, at the $22.95 per day rate our customer paid per his receipts. The total reimbursement offered was $275.40. DriveTime advised they would not be able to make an exception for the reimbursement in January as no receipts were provided for that time frame. They will also not be able to reimburse for the remaining days requested, as there is no indication repairs were underway or the vehicle had been at a repair facility. On March 9, 2018, SilverRock spoke with our customer to discuss his concerns. We relayed the information as outlined in our initial response and the information above. Our customer advised he would reach out to the OEM to discuss. The call ended on amicable terms.  If alternate information can be provided from the OEM regarding the vehicle’s time there, we encourage them to contact SilverRock.

On April 4, 2018, we spoke with our customer to further discuss her concerns. She explained that she had taken the vehicle to her mechanic who recommended that the catalytic converter be replaced. She explained that her mechanic also told her that the repair might be covered under the OEM 8...

year/80,000 mile emissions warranty. As this is an uncovered component to the SilverRock VSC, we advised her that she should contact the OEM for potential repairs. Our customer understood and advised she would contact the OEM promptly. The call ended on amicable terms.As stated by our customer, her repairs may be covered under the terms of the OEM emissions warranty. As such, we are unable to offer assistance towards her needed repair or her request to exchange the vehicle.

Good morning,I went to mitsubishi dealership and had my catalytic converter replace through warranty. I thought this would solve the problem, but as I made a trip to beaumont Saturday. My car again gave message slow down, and eventually slowed down by itself leaving me stranded on side of rode, and I Was late for my husbands grandmother funeral. Ive researched more and it seems to have something to do with transmission. I just want to be able to drive more than 45 minutes and not be stranded on side of road. I brought this issue up a month after purchasing car, if Silver Rock in network facilites are unable to fix the problem, I would like to bring my car to a mitsubishi dealership.

April 13, 2018Marie [redacted]Revdex.comPh. (602) 264-5299Fax (602) 263-0997RE: Complaint # [redacted]Dear Ms. [redacted],Thank you for allowing us the opportunity to review the attachments our customer has submitted. Per our records, we previously received these documents and have taken them into consideration when providing our previous resolution. At this time, our stance remains the same. Without a current diagnostic from a repair facility, we are unable to provide additional assistance. All repair facilities, including those listed on the attached invoices, have advised there are no further issues regarding his tires and vehicle vibration at this time.On April 4, 2018, our customer contacted SilverRock to inform that he was still experiencing a vibration and does not want to return to the in-network repair facility. We explained that the invoice he provided from the original equipment manufacturer states there are no further issues following their road force test and correction. We informed our customer that without a current estimate of repairs to review, we are unable to assist at this time. Should our customer have these concerns diagnosed and a claim initiated, we will continue to review accordingly.SilverRock would like to thank the Revdex.com for the ongoing support. Should you or our customer wish to discuss this matter further, please reach out to our Customer Relations department directly at 800-965-8043.Sincerely, Laura R.Customer Relations

On April 11, 2018, we reached out to our customer to discuss her additional concerns. We conveyed our happiness that our customer was able to get her catalytic converter replaced at the original equipment manufacturer (OEM) with ease. We requested our customer take the vehicle to be diagnosed and have a claim initiated with us. We 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 claim. Our customer accepted and advised she would take the vehicle in as soon as possible. The call ended on amicable terms. We will continue to remain in contact with our customer through the completion of her repairs and any resolutions that may be offered.