Las Vegas couple wrestles with car insurance claim following theft of ‘dream car’

LAS VEGAS (KLAS) – As the garage door slowly opened, Cheryl Tintle realized her dream car was stolen it would result in an insurance nightmare.

On Dec. 6, 2024, Cheryl ran back from the driveway into her home to tell her husband, Matt, they should call the police. He explained to the 911 dispatcher what happened, citing the broken glass in the side yard, and within 12 hours officers located the 2020 Infinity Q60 Sport.

“It was in a ditch just outside Pahrump, according to Metro,” Matt said. “It was more than likely a professional Infinity theft ring that stole the car.”

Matt said the officer explained the condition the car was in, using the word “horrific.”

“I mean, it was just it looked like they had taken every single wheel off, ripped the engine out of the bay, no front end,” he said. “The trunk was smashed in, and all the windows were broken. It was rolled into a ditch.”

The Tintles said the Metro officers were incredibly kind and responsive to their situation, but their insurance company was a new challenge. Matt was initially told by the Infinity Motor finance company, their lien holder, that everything would be covered because they had excellent coverage.

“[They said] you’ve got comprehensive, everything’s great,” he said. “Well, it turned out to not be so great.”

The Tintles showed 8 News Now their comprehensive policy, which they said was the highest they could go with Allstate paying over $400 a month. The website which cited their policy’s coverage showed “stolen” cars would be covered.

“The first claims agent we spoke with was emphatic on the phone, saying that we will have no problems,” Matt said. “I was feeling a tiny bit of relief, but still apprehensive.”

When the Tintles received their $30 a day maximum coverage for a car rental through Allstate, Matt said he could only find $35 a day rates.

“So even at that point, the rental car was not coming through,” Matt said.

The Tintles showed 8 News Now two-thirds of their claim was covered, but approximately $13,000 was still not compensated, for coverage they believed was protected in their comprehensive plan.

Allstate responded to an 8 News Now request for comment one month after an initial request.

“We worked with the customer and the claim has been resolved,” Allstate media staff wrote.

“It’s been resolved to their benefit, but not ours,” Matt said in response to the statement.

Their car was valued at an approximate $50,000 manufacturer’s retail price, according to the Tintles. Following the issues with Allstate the couple hired an attorney to review their claim, but it was all in order because of the “fine print.”

“I just think that people need to be cautiously aware that what they read isn’t necessarily what is the truth,” Cheryl said. “I mean, they can change wording on a dime so you think you’re covered, you’re told you’re covered, and then you find out that’s not the case because they buried some addendum somewhere deep in your policy that it takes a lawyer to understand it.”

According to Insure.com customers should take four steps to review and learn their auto insurance policy.

• The declarations page tells what coverage you have on your policy and which you have declined

• The definitions section includes details like who is insured, what is insured, and when it is insured

• When you change your policy, like adding or removing a car or driver, the company will send you a new declaration page

• If you find that you have gaps in your insurance or are underinsured you should shop for more coverage

The Tintles said they are still forced to pay the monthly payment for their “dream car” which is in an un-driveable condition.

“If you don’t have the time and go through the policy, have a lawyer do it,” Matt said. “Because you’re just going to end up getting burned when you need it the most.”

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