Carvana, SilverRock, and DriveTime: Warranty Claims Process
Former Warranty Claims Adjuster at SilverRock
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Carvana, SilverRock, and DriveTime: Warranty Claims Process(March 25, 2025)
Former Warranty Claims Adjuster at SilverRock
Interview Transcript
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If I'm in Texas, then it's probably me, the customer. Even if I'm within the 30 days?
Yes, it varies by state because some states have different types of contracts than we do. We ended up needing to note, for example, that in certain states, we have a contract where we can't make the customer pay for diagnostics. In other states, we haven't faced any issues, and no one has sued us to renegotiate the contracts. In some cases, for 15 days, we cover the diagnosis regardless of the problem. In some states, it's the entire basic contract, while in others, if there's no issue and you have a $100 deductible, you're covering the diagnostics. It truly depends on the state and the specific situation we've encountered there. Overall, if you only have this contract, you have a $100 deductible. If you've extended the warranty and now have both contracts, you have a $0 deductible for in-network or a $200 deductible for out-of-network. Should this have been standardized across the board? Absolutely, it would be much simpler and easier. However, the issue arose when some people kept trying to find problems with the car, and eventually, it became a matter of, "There is no issue with your car, stop coming in," and we have to cover these costs. It helps prevent customers from trying to exploit the system when no issues are found.
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