Company Response
9/23/2022
September 23, 2022.
Business Consumer Alliance
To Whom It May Concern,
Thank you for bringing this matter to our attention. We appreciate the opportunity to address our customer's concerns. We have confirmed that all policies and procedures have been followed in the administration of our customer's Vehicle Service Contract (VSC). Please see the following for details.
On May 4, 2022, our customer purchased a 2015 Ford Focus from Carvana. The vehicle came with a 100 day/4,189-mile Limited Warranty (Warranty). Our customer elected to purchase a 48-month/110,000-mile VSC for additional mechanical coverage. Throughout the duration of the active Warranty timeframe, we have confirmed that our customer did not contact us with any mechanical concerns and there were no repair claims filed for review. Our customer's Warranty reached expiration on August 12.
On September 8, our customer texted us and requested a mobile mechanic. He stated the vehicle's clutch pedal was stuck and his vehicle was inoperable. We explained his VSC terms, deductibles, and the next steps in having the concerns diagnosed. We also provided him with a suggested in-network repair facility (INRF) as well as our website, YourVehicleCare.com, for additional INRF options and information on the VSC terms and coverage.
On September 10, at a reported 4,903 miles since time of sale, an INRF initiated a claim for the replacement of the vehicle's master cylinder, due to a leak. We advised the INRF that per terms of the VSC, the master cylinder is a non-covered component (NCC) therefore we were unable to authorize the requested repair. This same day, our customer contacted us regarding the claim, and we advised him that the requested part was an NCC.
Upon receipt of our customer's complaint, we reviewed his concerns and can confirm we followed all policies and procedures pursuant to the terms of the VSC. Additionally, we can confirm that our customer was never advised that his vehicle repairs would be authorized or covered. We have been unsuccessful in our attempts to speak with him to address his concerns and explain that we are unable to reimburse his out-of-pocket expense for the replacement of the NCC. However, should he be in need of additional assistance, he may contact us directly at the number provided below.
SilverRock thanks the Business Consumer Alliance for allowing us the opportunity to address this matter. Should you have any questions or concerns, please contact our Customer Relations department at (877) 584-3848.
Sincerely,
Rebekah O. -Agency Specialist
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