Ontario couple in insurance claim 'nightmare' weeks after recovery of stolen truck bought for $87K

Seven weeks after their Ram 1500 truck was stolen from a hotel parking lot near Toronto, Micheil and Christopher Bennett of Ilderton, Ont., are no closer to having a working vehicle while waiting for a replacement part. 

"I might have to take an Uber to work," Micheil joked in an attempt to bring some levity to what she's calling a a "nightmare" situation.

It all started on Jan. 26, when Micheil and Christopher were staying overnight at the Embassy Suites Hilton Hotel near Pearson International Airport in Toronto, where they were sightseeing and attending a trade show. 

They returned to the hotel parkade the next day to find that their truck — a 2023 crew cab, four-wheel-drive sport model with 30,000 kilometres on the odometer — was missing from the hotel's parking garage. 

Bennett said they tried to use the Ram smartphone app to locate the vehicle, but the truck's GPS system had been disabled. 

They reported the theft to police, and hotel staff showed them a security camera video of the truck being driven through the gates of the parking garage at 3 a.m. ET.

Police found the truck three days later, abandoned in a subdivision near Major Mackenzie Drive in York Region north of Toronto. 

While Bennett was happy the truck had been recovered, the thieves had disabled and damaged its central computer, making it impossible to drive. The truck's wheels and front end had also been damaged.

She called her insurance company, CAA, to start the claim and the truck was towed back to Oxford Dodge in London for repairs. 

The vehicle was looked over by an appraiser for CAA, and Bennett said she was told the repairs will be no less than $10,000 and could be as much as $20,000. The vehicle cost $87,000 when the couple purchased it new from the dealership three years ago. 

She expected to get the vehicle fixed in a few weeks, and was able to arrange a rental car covered as part of her claim. 

Parts shortages still a problem

It was at this point that Bennett ran into a problem that has plagued many car manufacturers and customers since the COVID-19 pandemic: A shortage of replacement parts. 

She was told a replacement computer for the truck could take a few weeks to arrive. However, each time she calls, they give her a revised delivery time that's two weeks ahead. 

In an effort to source the part herself, Bennett called other dealers and was told there's a pressing shortage of that particular Ram vehicle computer across North America. One dealer in Brampton told her he has a waitlist more than 110 names deep. She's heard other explanations, including that the manufacturer, Stellantis, now uses a different computer in Ram trucks. 

CBC News reached out to Stellantis for comment on Wednesday but did not receive a reply by publication time. 

After reading over her policy closely, Bennett believes her insurance is sufficient to cover the entire repair. She annually pays more than $3,300, which includes a $1,500 premium because the Ram is considered a "high-risk vehicle." 

Having learned the vehicle computer is in short supply, Bennett is suspicious one will ever be located. Bennett said there's no limit on how long the insurance company will wait for the part. 

While that plays out, she has to maintain the insurance policy and make payments on the $59,000 loan for a vehicle she can't drive. 

"That truck is a paperweight right now," she said. "We are completely back-ordered here with no end in sight, so we're really in limbo." 

The $1,500 included in her policy for rental vehicles ran out at the end of February. However, CAA called her on Wednesday with a two-week extension for another rental after CBC News called the company about Bennett's claim. 

Right now, Bennett and her husband are borrowing a vehicle from a family member who needs it back by next week. 

Fears about depreciation

Prior to the theft, the Bennetts were planning to trade in the Ram for an SUV. However, Micheil is concerned her truck's trade-in value will be significantly reduced because the Carfax file will now have a record of the theft.

Bennett believes her policy has clauses that cover compensation for this depreciation, but said a CAA appraiser told her that's not the case. 

"You have to be a lawyer to understand this stuff and I may have to hire one," said Bennett.  

CBC News reached out to CAA for comment. The company said it could not discuss the specifics of a customer's claim due to privacy reasons. 

In an emailed statement, the CAA said "traditional auto insurance policies do not cover depreciation for stolen vehicles that have been damaged."

The statement said it encourages customers to renew and review their policies frequently, and speak with insurance agents to ensure they "understand the coverages and limitations of every policy."

George Iny is with with the Automobile Protection Association, a consumer advocacy group that helps members deal with issues with vehicles. 

He said while some vehicle companies managed to fix supply chain problems during the pandemic years, others continue to have long delivery delays. 

"They were messed up before and they're worse messed up today," he said. "For the consumer, it's very unfair. The carmakers that have parts problems ... they don't really accept full responsibility for the harm they're causing." 

Iny encourages vehicle owners to follow Micheil's lead and take an active role in tracking down the needed part.

"It's cheaper than having to pay for a vehicle that you can't drive," he said.