Carvana is a retailer of used automobiles with coverage across America. Unlike Carmax, Carvana does not have physical spaces with on-site repair services. One optional product that Carvana offers is its vehicle service contract, Carvana Care. Carvana acts as the sales outlet for these vehicle service contracts. The actual vehicle service contract company is SilverRock Repairs, which is a sibling company to Carvana.
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Carvana Care is a comprehensive plan that covers much of what a bumper-to-bumper warranty on a new car will cover. So don’t expect maintenance, wear items, or cosmetic items to be covered by Carvana Care.
When one purchases a Carvana vehicle, the deal includes a 7-day money-back guarantee, and also a 100-day limited warranty. During this period, one can note any problems with the vehicle and Carvana will cover it, regardless of whether you purchase a contract. Carvana Care’s optional vehicle service contract takes over after the 100-day period ends and is secondary to any remaining manufacturer-supplied warranty coverage for which the vehicle may still be eligible.
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Like all vehicle service plans, Carvana Care comes with some helpful related services. These include:
Carvana declined to offer us example pricing, and information online is slim. We spoke to a Carvana customer who reported paying about $100 per month. This seems in line with other vehicle service contracts we have researched.
We spoke to a Carvana Care contract owner who explained how Carvana Care service works. The first thing to know is that you need to start with an approved Carvana Care repair facility. These tend to be automotive-related chains like NTB and Monro Auto Service and Tire Centers. The technicians will evaluate your vehicle and then communicate with SilverRock Repairs for instructions. These can include repairing the vehicle, suggesting a different repair location, or declining the repair.
When a repair is approved, SilverRock pays the cost directly to the repair facility.
Carvana Care is sold only to buyers who purchase a car from Carvana. The plan is offered at the time of the purchase and during the seven-day period that follows. After that, you cannot purchase a plan. Also, not all cars that Carvana sells are eligible for the plan. So, check with your Carvana customer service representative to find out if it is available for the specific vehicle you plan to purchase.
If you find that Carvana Care is not an option for you, there are a number of good providers out there for you to choose from. We highly recommend taking a look at CARCHEX, autopom!, Toco or Endurance, to name a few. For a deeper dive into warranty providers, you can check out our 2021 Golden Wrench winners here.
We spoke to a Carvana Care plan owner who explained that he had mixed success with Carvana Care. When his infotainment system was glitchy, he successfully used the plan to have it repaired by a dealer. However, with other repairs, he felt he was sent to unqualified shops, and that those shops were uninterested in doing the needed repairs.
Like every vehicle service contract, you must maintain the vehicle according to the manufacturer's recommendations, or claims may be declined. Also, modifications to your vehicle will void the plan.
We took the unusual step of speaking directly with a Carvana Care owner. As it turns out, he used the plan successfully once and unsuccessfully a few times. He told us that he felt as if the recommended service centers were unqualified and uninterested in helping him. He also noted that he felt like there was a bit of “good cop / bad cop” going on, and that he found himself trying to manage the coverage with both Carvana and SilverRock Repairs. Out of frustration, he canceled the Carvana Care policy and purchased a policy from another vehicle service contract brand. This is a consumer who told us that he “Always buys the extended warranty.” He has purchased them for both new and used vehicles and is familiar with how they work. Overall, he told us his experience with Carvana Care was “Terrible.”
SilverRock Inc. earns a B rating from BBB, has been accredited since 2016, and has a 1.25-star out of five review score.
One vehicle owner reported the following help received from SilverRock: “I purchased a 2017 Hyundai and within two days found out my air conditioner was not working properly. Silver rock came to the rescue and tried to get it fixed. I was told to take the car to the dealership to have it looked at. It was the a.c. compressor. The compressor got fixed by the dealership.”
Another satisfied customer posted this review: “I have a 2015 Chrysler 200c with about 31500 miles. It was having a misfire, so I contacted SilverRock. They instructed me to visit a repair facility of their choosing. I did. However the repair shop they chose didn't have the resources to determine what the problem was exactly. I contacted them again and they referred me to my local Chrysler dealership. The dealership was able to find the problem after taking apart the engine (faulty rocker arm). SilverRock was quick processing the claim. Took them about 1 day. The dealership also mentioned how pleasant it was for them to contact SilverRock. I appreciate them. The repairs cost a total of $840. I paid the $50 deductible and no more. I should mention that the parts replaced were covered by the warranty and all maintenance routines to date were in accordance with SilverRock's terms.”
A third owner placed this upbeat story: “I told SilverRock what my car was doing. They looked to find me a shop in my network, but there was no shop in a 25 miles radius, so I picked the shop in my hometown. Ford service did a diagnostics test on my car found the problem. Silverrock agreed to pay the bill.”
One review we found at the BBB site mirrored much of what we heard in our interview of a Carvana Care customer. It reads, “When needing to file a claim because I had a bad camshaft, my car sat at the repair facility over ten days waiting for a decision from the adjuster to approve/disapprove the repair. That was only after requesting documentation of maintenance, them claiming I had only done one oil change since owning the car over two years, resending the same documentation highlighting oil changes, and adjuster finally looking at my car, and an email from myself about their shady practices. Finally, over two weeks later and over $700 on a rental car, my car is repaired. In addition, they are charging a $200 deductible because the facility was out of network, yet the in-network facilities in my area do not repair engines or perform any services covered by the warranty. As a matter of fact, they are tire stores. SilverRock wouldn’t budge off the $200 deductible claiming the work could have been done at their designated facilities, regardless of the fact the facilities themselves say they couldn’t do the repair.”
A third review we found also pointed to an improper service network. It reads, “I wish I could give them zero stars. Hands down the worst warranty company ever. They just give you the round around. When I called to initiate a claim, they made me tow my car to their approved facility. That facility completely misdiagnosed my car. Told me I wasn’t covered. Then I had to tow my car away to a legit dealership where I had to pay for all the repairs out of pocket, only to find out it was supposed to be covered.”
All vehicle service contracts offer vehicle owners the same two things; Peace of mind, and (hopefully) coverage for needed repairs. If you are a person without an emergency fund to cover unexpected costly vehicle repairs, a vehicle service contract may be right for you. Car Talk created this neat infographic to help you decide whether or not Carvana Care or another vehicle service contract is right for you.
Consumer Reports polled its members and found that most members paid more in service contract costs than they recouped in covered repairs. Some states, such as California, restrict or prohibit such contracts.
Yes, the company is accredited by BBB, and its vehicle service contracts administered by SilveRock Repairs is also legitimate.
Our research points to $100 per month being a typical Carvana Care price.
Carvana Care is administered by SilverRock Repairs. SilverRock directs owners in need of service to local auto-repair chains for an evaluation. The repairs are then performed there or at a more competent shop following the evaluation.
Yes, you can cancel a Carvana Care vehicle service contract. See your contract for details on refunds.
If you are a person who lives on a tight budget without an emergency fund, a vehicle service contract may work for you. See our helpful infographic to help you decide.
No, maintenance is not included in a Carvana Care vehicle service contract. However, you must maintain your vehicle according to the manufacturer’s guidelines for the Carvana Care policy to remain in effect.
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