‘Don’t do it’: Carvana customer hit with $7,000 repair bill after warranty company does something she never saw coming

A Carvana customer shared how she got stuck with a $7,000 repair bill even though she thought her car was covered by warranty. In a TikTok video that got over 4,700 views, the customer (@upnorthlivn) explained how Carvana denied her warranty claim and turned into a complete nightmare.

According to Motor1, the woman bought her car from Carvana the day before Halloween. Two days before Christmas, she started having problems with it. Carvana advertises a seven-day return policy and a 100-day warranty, but she claims she couldn’t use either after discovering an oil leak.

She took the car for inspection during the seven-day return window and found the oil leak. She then reported it to SilverRock, the company that manages Carvana’s warranty claims. Carvana offers a 100-day or 4,189-mile warranty. SilverRock works with Carvana and has over 10,000 repair shops across the country. But the customer says this policy didn’t help her situation at all.

SilverRock denied the claim despite documented proof

She found the oil leak, documented everything, and told SilverRock about it. SilverRock opened a claim and told her to take the car to a dealership. The dealership found the leak and documented it by putting dye in the oil and taking photos. But SilverRock still denied the claim.

SilverRock said the leak wasn’t big enough for them to cover. Then she got hit with a $7,000 repair bill for parts and labor because the engine had to be taken apart. Similar to how a Starbucks customer made a quick decision after a difficult interaction, this customer had to decide her next move.

The customer said she didn’t find enough negative reviews about Carvana during her research. But her opinion changed completely after going to the mechanic six times for hours each visit. She claims she followed all of SilverRock’s requests but kept getting denied.

She plans to call them back and dispute the decision because she believes they’re required by contract to fix the issue. She now warns everyone to avoid Carvana completely. She questions why anyone would return a bad car just to get another uninspected car from Carvana that they won’t repair anyway.

Some commenters on TikTok criticized Carvana and said buying from them was a big mistake. “File a complaint with the attorney general of your state that they are refusing to honor the warranty. Things move quicker when government agencies get involved,” one user recommended. 

Others suggested people should only sell cars to Carvana, not buy from them. One commenter recommended getting a mechanic to inspect any car before buying it. Like a Florida man’s Outback Steakhouse experience that went viral after poor service, many Carvana customers simply walked away from the company after bad experiences.