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I could not be more unhappy with the experience I have had through SilverRock and Carvana. What is being sold as an “extended warranty†is, in reality, a system built to delay, deny, and deflect responsibility.
Here is what I experienced:
Mechanic failures blamed on the buyer
SilverRock referred me to a mechanic who failed to complete the repairs properly or on time. Rather than help resolve the issue, SilverRock told me it was now my responsibility. The mechanic they selected did not finish the work, and I am the one stuck with the cost.
Outdated reimbursement process
The reimbursement system is completely manual. You have to fill out forms, scan them, email a PDF, wait two weeks, then repeat the process when they claim they never received it. I am still waiting for reimbursements.
Scripted offshore support
Customer service does not solve problems. The agents read from scripts, offer no ability to escalate the issue, and take no ownership of the problem.
No real protection
The warranty sounds good on paper. But when something goes wrong, you get passed between Carvana and SilverRock until your coverage window expires. Then you are on your own.
Final thought
This is a setup that leaves buyers fully responsible for repairs. Do not pay for the extended warranty. Carvana does not stand behind the vehicles they sell and SilverRock does not protect you. If there were a rating lower than one star, I would give it.
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I just went through the exact same thing with the car we bought from carvana and the ngine went out a few weeks after buying it a
silverrock sent out car to a mechanic that did not finish the work and he actually put a bad engine in the car. we have been going back and forth with them for 6 weeks
My wife bought a car through Drive time with a warranty with SilverRock. Within days of purchase we notice an issue with the transmission shifting. We took it to SilverRock's preferred repair facility, the mechanic agreed there was an issue with the Transmission. The SilverRock advisor, took the car for a test drive and stated he finds no issue with the transmission. Within two weeks the car broke down, and had it towed to the same repair facility and it was confirmed the transmission failed. After two weeks, the repair shop installed a used transmission, 4 weeks later the transmission installed continued with the same issues. Took it back to the same repair shop and was told it will need another transmission. After 3 weeks to install another used transmission, they test drove the car and notice the transmission was making an unusual noise and requested an additional week to isolate the problem...and mention it may need another transmission. We requested SilverRock cover the cost of a rental care, they denied the request stating it's under the repair facility warranty even though it's an approved repair facility of SilverRock. Do not get SilverRock warranty, they will deflect, obfuscate and state it's an owner problem. Check out BBB, not good! They don't take responsibility for anything...they absolutely suck