SilverRock Automotive, Inc.

[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 money. No 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 20 times and again no one ever return my call, I also call drivetime and leave over 10 messages again on one never return my call, I  call my  salesman person 4 times again no return call, Only person return my call is pep boys,I Visit 3 Chevrolet dealers, 2 NTB Tires and Pep Boys 9 Times and guess what my vehicle still not fix BECAUSE SILVERROCK REFUSE TO LISTEN TO ITS OWN REPAIR SERVICE CENTERS. MY VEHICLE STILL NEED TO BE REPAIR, THE COST TO REPAIR  MY VEHICLE IS $1,174.00 AT LOVE CHEVY DEALER SilverRock profit before customer

(Please see the attached for full response.)On June 3, 2017, our customer entered into a Retail Installment Contract when she purchased a 2014 Ford Explorer from Carvana. The Contract was assigned to GO Financial. The vehicle came with a 100 day/4,189 mile Carvana Limited Warranty. Additionally, she...

elected to purchase a Vehicle Service Contract (VSC). Both products are administered by SilverRock. The expiration of the VSC is either June 3, 2021 or once the odometer reflects 90,000 miles, whichever comes first.In regards to SilverRock referring our customer to speak with Carvana when escalated, this was in an attempt to seek additional assistance above what SilverRock is able to provide her within the limits of the VSC. Our intentions were not to dismiss our customer, but rather an act of goodwill in an effort to explore all possible resolutions.We sincerely apologize for any delays in addressing our customer’s concerns. At this time, we have offered to review the rear facing camera concerns should they persist and we are able to obtain confirmation of the component failure. Additionally, we will be reviewing the rental receipts for reimbursement once received from our customer. SilverRock would like to thank the Revdex.com for the ongoing support. Should you or our customer have any questions or concerns, please feel free to reach out to our Customer Relations department at 800-965-8043.

On February 26, 2018, our customer purchased a 2015 Chevrolet Silverado 1500 from DriveTime. The vehicle came with a 30 day/1,500 mile DriveTime Limited Warranty (Warranty), administered by SilverRock.On February 27, 2018, our customer contacted SilverRock to inform that the tread on all four tires...

was low. We encouraged him to take his vehicle to an in-network repair facility (INRF) to have a claim initiated.On March 1, 2018, an INRF contacted SilverRock and initiated a claim for the replacement of all four tires. The INRF confirmed the tread on the tires were below DriveTime’s specifications. Although tires are non-covered under the terms of the Warranty, SilverRock authorized the tire replacements as a goodwill gesture.On March 17, 2018, an INRF contacted SilverRock to initiate a claim, stating the customer has returned to the INRF with concerns of vibrations. They explained that to resolve the concerns they referred our customer to the Original Equipment Manufacturer (OEM), to have the tires road force balanced.At this time, we have attempted to assist in resolving the vibration concern our customer is referencing. We are unable to offer further assistance as there has not been any additional reported repairs. Should our customer have these concerns diagnosed further 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 ###-###-####.

For full response, please see attached. On April 28, 2017, SilverRock contacted our customer to discuss her concerns. We explained all repairs have been authorized and are expected to be completed by May 5, 2017. We also advised we would be willing to reimburse for rental expenses upon...

providing us with paid receipts. Additionally, we offered to provide our customer with a direct bill rental through the completion of repairs. This 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 $25.99 per day. Our customer expressed satisfaction with our resolution and the call was ended on amicable terms. We 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 concerns. Should you have any questions, you may contact our Customer Relations department at ###-###-####.  Sincerely,  Danielle C. Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Stacey P[redacted]

July 26, 2017[redacted]Revdex.comPh. ###-###-####Fax ###-###-####RE: Complaint # [redacted]Dear Ms. GarciaThank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’sconcerns.At the time of sale, our customer purchased GAP Coverage,...

administered by Aeverex, and a 3-year /36,000-mile Vehicle Service Contract (VSC). Although SilverRock is the originator of the VSC, Aeverex is the servicer. Furthermore, Aeverex has always been the servicer of our customer’s VSC; there was nevera change to the terms or servicer of the VSC. This was never explained to our customer at the time of sale,and we sincerely apologize for the confusion this caused. She had several conversations with GO Financial concerning this matter. However, GO Financial representatives provided the aforementioned explanation each conversation. Attached is a copy of the VSC for your reference.Since the time of purchase, there have been three claims initiated with Aeverex by in-network repair facilities (INRF). The first was initiated on March 23, 2016 for the ABS brake module control module, brake diagnostic fee, brake fluid, and bleeding. Aeverex approved these repairs under the terms of the VSC.A second claim was filed by an INRF for the ignition switch on July 10, 2017. Aeverex informed the INRF the repairs were not authorized as this component is non-covered under the terms of the VSC. Aeverex further advised our customer the ignition module is covered under the VSC; however, the ignition switch is a different component that is non-covered. Our customer advised Aeverex she would take the vehicle to a second repair facility for another diagnostic and inquired about rental assistance. Aeverex advised her that any authorization for rental reimbursement would be dependent on having approved repairs.The second diagnostic test was completed and reported to Aeverex on July 18, 2017. The INRF found an ignition switch replacement would correct the vehicle’s starting issue. The repairs were not approved as this component is non-covered under the terms of the VSC.SilverRock contacted our customer on July 25, 2017 to further discuss her concerns. We provided the abovementioned explanation regarding the servicer of her VSC. She informed us additional repairs were needed on the vehicle which have not been reported to Aeverex. We offered to have Aeverex reach out to the repair facility and obtain this new information. Once a completed estimate is available we would review for possible assistance.Thank you for allowing us the opportunity to address our customer’s concerns. We are unable to accommodate our customer’s request to enroll her into a new Vehicle Service Contract. The current VSC will continue to be serviced until she has exceeded the allowable mileage or it expires due to time elapsed. We will continue to work with her to come to an amicable resolution. Should you or our customer have any questions or concerns, please contact our Customer Relations department at ###-###-####.Thank you, Carlos S.Customer Relations

On July 31, 2017, we contacted our customer, and she confirmed she had received the reimbursement funds.   We sincerely apologize for the inconvenience the delays in reimbursement have caused our customer. As a goodwill gesture, we have worked with our customer’s loan administrator,...

Bridgecrest, to issue a $50.00 credit toward her payments.

According to page 2 of the DriveTime Limited Warranty, under section labeled “Our Obligations”, it states: “(1) If a covered Breakdown of Your Vehicle occurs during the term of this Limited Warranty, We will:…(b) Reimburse You for a rental car at the rate of up to $25.99 for every 8 hours (or...

portion thereof) of labor time required to complete the repair…The limit on this reimbursement is up to $25.99 per day for up to 5 days…” On March 17, 2017, SilverRock spoke with our customer to address her concerns. Our customer expressed dissatisfaction with not having received rental reimbursement for the six days she had a rental car while her vehicle was repaired. SilverRock explained the repair facility had only reported needing less than eight labor hours to repair the vehicle. We further explained the above mentioned rental coverage per the DriveTime Limited Warranty. As a gesture of goodwill, SilverRock offered our customer six days of rental reimbursement at the contracted rate for a total reimbursement of $155.94. Our customer accepted our offer and the call was ended on amicable terms.  We apologize for any frustration or inconvenience this matter may have caused. SilverRock thanks the Revdex.com for their ongoing support. Should you have any questions or concerns, please contact our Customer Relations Department at ###-###-####. Thank you,  Jessica H. Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns. At the time of sale, our customer elected to purchase a 5-year / 50,000-mile Vehicle Service Contract (VSC), administered by SilverRock. Additionally, the contract purchase price of...

the VSC is $3,555.00, as disclosed on page one of the VSC under section titled Contract Information. The VSC is attached for your reference. Upon review of our customer’s phone conversations with our representatives, we found there were two occasions, where he advised us the vehicle was under the original equipment manufacturer (OEM) warranty. However, we did not verify this information with our internal database and had the vehicle transported to an in-network repair facility (INRF) as opposed to the OEM. We sincerely apologize for the inconvenience and frustration this has caused our customer. SilverRock will be seeking all internal training opportunities and corrective action to ensure we are exploring all available options for our customers and verifying information our customers relay to us. Furthermore, in an attempt to come to an amicable solution and as a gesture of goodwill DriveTime made an exception to reimburse our customer the remaining cost of $105.65. This check has been confirmed as delivered to our customer as of August 10, 2017. Please see a detailed description of events below.A third party contacted SilverRock on July 14, 2017. She expressed concerns with the transmission not shifting properly and inquired about tow and rental assistance. We encouraged her to have the vehicle diagnosed at an INRF and a claim initiated. We provided the contact information for one nearby. We further explained rental reimbursement would be authorized with approved repairs, at $25.99 per day, and suggested she contact the INRF to see if they would be able to assist with the transport of the vehicle.... (continued on attached)

Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer’s concerns.We sincerely apologize for the confusion, frustration and inconvenience this matter has caused our customer. On January 25, 2017, SilverRock spoke with our customer to address his...

concerns. We apologized for the interactions and miscommunication he had with SilverRock. We also informed our customer we would be covering his direct-billed rental in full. Our customer had no further concerns at this time.The actions described in our customer's correspondence are clearly not in keeping with SilverRock’s set standards of service and support. SilverRock strives to make each customer’s experience both rewarding and pleasant while ensuring that every customer is treated with the utmost respect. We informed our customer his feedback is greatly appreciated and ensured him we have utilized it for our improvement. Should he have any questions or concerns, we encourage him to contact us ###-###-####. As a gesture of goodwill, SilverRock has sent our customer a $50.00 American Express gift card.SilverRock thanks the Revdex.com for their support. Should you have any questions or concerns, please contact us by calling us at ###-###-####.Sincerely,Customer Relations

Thank you for bringing this matter to our attention. We appreciate the opportunity to re-address our customer’s concerns. On May 5, 2017, we contacted our customer to verify the account information for which the mentioned refund was deposited to on May 2, 2017. After speaking with our customer, we found the account information to be incorrect. We immediately processed the refund again with the corrected account information. We apologize for any inconvenience or frustration this has caused. Additionally, we have confirmed the engine has arrived at the repair facility as of May 6, 2017, and repairs are expected to be completed by May 10, 2017. We have extended our customer’s direct bill rental through May 10, 2017, to continue to assist her through the completion of repairs. We have been in contact with our customer and will continue to work with her to ensure all that has been promised is executed in a timely manner.  SilverRock thanks the Revdex.com for their continued support and allowing us the opportunity to re-address our customer’s concerns. Should you have any questions, please contact our Customer Relations department at ###-###-####.

check with your dealer if they are using this company do not take it get a different warranty company!!! they do NOT stand behind their warranty. vehicle has been having problems for months still in the shop we have no car and are paid up on this vehicle until Feb. 2017 they are getting their money but we have no way to get around!!