Cheryl and Matt Tintle, a couple in Las Vegas, Nevada, were excited to bring their 2020 Infiniti Q50S home after saving. They were careful about keeping it in the garage since it’s the safest place for a car. However, in December, Cheryl woke up to find that her worst nightmare had unfortunately become a reality.

“I opened the garage door to go to work like every other morning and my car was gone,” she told KLAS. “There was nothing left but broken glass. I ran inside screaming, ‘Where’s my car? Where’s my car?'”

The couple contacted police, who were proactive about finding their car. Police found the Infiniti twelve hours later, wrecked and missing key parts The officer described the Q50’s condition as “horrific.”

“It was in a ditch just outside Pahrump, according to Metro,” said Matt. “It was more than likely a professional Infiniti theft ring that stole the car. 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. The trunk was smashed in, and all the windows were broken. It was rolled into a ditch.”

The lien company assured them their ‘excellent’ insurance would cover all of it

With their dream car in tatters, their next move was to contact their insurance company, Allstate. The couple paid over $400 per month for full coverage, as required for a financed vehicle.

A representative from Infiniti Motor’s finance company told them their “excellent” coverage would cover “everything.”

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

Allstate covered two-thirds of the damage, but the Tintles still owed $13,000 out of pocket for the loan balance. The company claimed it resolved the matter, and a lawyer told the couple the fine print protected Allstate’s decision.

The couple warns Allstate policyholders to read the fine print

“I just think that people need to be cautiously aware that what they read isn’t necessarily what is the truth,” said Cheryl. “I mean, they can change the 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.”

Because of the lack of coverage, their now-totaled and dismantled $50,000 car is still costing them. They’re still under contract to make their monthly payments towards loan insurance didn’t help cover.

In the comments of the YouTube video of KLAS’s coverage, Matt wrote the couple was paying for two GAP insurance policies. Neither would pay the remaining balance on the loan.

Matt cautions others to make sure they truly understand what “full coverage” will cover before paying extra.

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