SilverRock Resort

Approved fixing brakes then tried to backtrack and say they wouldnt. I was yelled at and had to get a Carvana rep to tell them they had to cover my brakes as they had promised.

Took hours of phone calls with Silverock and I had to provide several proofs as they acted like I was making everything up and continuously said my brakes wouldnt be covered while my car was at the dealership they told me to take it to. The manager Melody yelled at me, cut me off several times, and refused to help me. She said she couldnt see certain info on her end because it was only on Carvanas end, and refused to connect a Carvana rep on the line. Another Silverock employee had done this and sent me to her manager because she didnt know why I was denied.

The manager said we have already gone that route and will not be doing it again. Even though she told me repeatedly that she couldnt approve the replacement of my brakes without seeing what Carvana has in their system. She was the most rude & awful customer service rep I have spoken to in my entire life.

I will be complaining to BBB as well.

The incorrect brakes were put on my car prior to purchase, and a man from the Carvana shop put in the work ticket before he even delivered the car. Shame on you Monica