Ya know… this isn’t how my first experience should go.
I’m making this post to document my experience with Carvana, SilverRock, and the repair facility handling my 2019 Dodge Durango. I’m not looking for anyone to take my word for anything and I have documentation, call history, repair paperwork, and warranty information to support what I’m saying.
I purchased a 2019 Dodge Durango through Carvana. Within the 7-day period, the check-engine light came on. I took the vehicle in to have it looked at, and the repair facility identified what they described as a laundry list of parts/issues that needed to be addressed.
The repairs were supposed to be handled through SilverRock.
I dropped the vehicle off on August 7.
Today is August 18.
That is 11 days without my vehicle.
During those 11 days, communication has been one of the biggest problems. The repair facility has not consistently contacted me with updates. I have had to repeatedly call them myself to find out what is happening. I’ve been given different explanations about parts and at different points I was told parts didn’t arrive, the wrong parts came in, and that I would have to wait another day.
At one point I called in the morning and was specifically told that I would receive a call within a few hours with an update. That call never came. I ended up having to call them again, only to be told it would be another day.
SilverRock has been much of the same experience.
SilverRock never proactively reached out to me. I have had to contact them myself to get information about my own claim and find out what is happening.
I’ve also been told by the repair facility that I would be reimbursed for a rental vehicle. I’m now having to figure out exactly what was actually authorized and what SilverRock will actually cover.
So essentially, I’m sitting here without my vehicle, missing work, and being told to hurry up and wait for the next person or the “resolution team” to get involved.
I eventually went to the repair facility in person because I wanted answers about my vehicle. I was kicked out and told to come back later at the end of the day to retrieve it.
At this point, this isn’t simply about being annoyed that a repair is taking longer than expected.
I no longer trust this repair facility to handle my vehicle.
There have been statements made to me by the shop that I believe were dishonest, and the constantly changing explanations have made me question what is actually happening with my vehicle. I’m not going to make accusations publicly that I can’t substantiate, but I am documenting everything and will be taking my concerns through the appropriate channels.
I have also contacted SilverRock to make sure my concerns are documented on the warranty claim and to find out what options I have if I no longer have confidence in the facility performing the repairs.
I attempted to have police respond when I was at the shop as well. No officer came out, so I am documenting that separately.
At this point, I’m preserving everything: repair orders, warranty information, call logs, communications, rental information, and the timeline of what I’ve been told.
The frustrating part is that I originally had a lot of hope in this whole process. I bought the vehicle through Carvana expecting that if something went wrong within the initial period, there would be a process to get it addressed.
Instead, I’m 11 days into this with no vehicle, missing work, repeatedly making calls just to get basic information, and now questioning whether I can trust the people who are supposed to be repairing it.
I’m not saying every Carvana or SilverRock customer will have this experience. I’m documenting my experience so there is a record of what happened.
If you’ve dealt with Carvana → SilverRock → a repair facility and had a similar situation, I’d genuinely like to hear how it was resolved, particularly if you were able to transfer the repair to another facility or get reimbursed for a rental.