This is so hard for me because I had a great experience in the center. I was so excited about the purchase of my 2017 Ford Escape Titanium from this location. After purchasing it, within less than 6 months it had to have an engine replacement. Thank God, I purchased the Silver Rock Warranty, and the replacement was covered. Although, I could not understand how a vehicle that needed a new engine could be out for a consumer to purchase, but nonetheless I was still glad I was able to get the repairs. So, I’m thinking a brand new engine all should be well. Over the next few months I had to take my vehicle back to the shop for one issue after the next, related to engine issues. The repair facility was amazingly kind, thorough and professional. They told me that they specialize in engine replacements and have NEVER had this much trouble with a replacement. After going back to this location to see if I could get another vehicle for the same price or to see if they could help me, I was abruptly and curtly turned away while being told it’s past the five day return (which to me is unrealistic because most of the time issues do not show themselves within 5 days) BUT I respect the policy and the process. I was referred to the corporate office. I contacted them and I really wish I had of obtained the gentleman’s name. He was kind and placed me on hold a few times to see what he could do. He came back and said that all purchases were final and that I was outside of the return window. So I made it through November and December 2024 with no issues….fast forward to now the end of January and here I am back at the repair facility facing a 1,127.00 bill that Silver Rock has now denied the claim with no explanation as to why. Fuel has leaked into my evac cylinder AND even when I pay for these repairs another noise was heard in the engine and I will eventually have to have that checked and it may be covered. SO I still owe 21,109. on this vehicle and even if I try to get out from under it I will still be upside down in it or I can voluntarily give it to the finance company and have it on my credit for the next 7 years. The sad reality is that this lot sold me a LEMON. I understand other people may have had successes with Drivetime, but this was my first time experience with them and it has been a nightmare. I am just approaching the year mark of having this vehicle and I feel like I have had it for years. I don’t understand not having a policy in place for correcting an error you made, which is selling a defected vehicle. I’m not saying it was knowingly done but once you realize it was done, the company should have procedures in place to fix it. Buyer please be aware. You must choose wisely.
