Pothole victims upset by claims process

PORTSMOUTH, Va. (WAVY) - Pothole victims say they have not heard back from VDOT since filing claims for damage earlier this month.

Transportation officials assured the public the process would be expedited for drivers involved in the emergency pothole mess on I-264 East earlier this month.

It has been 13 days since Peter Chay was stranded on the side of the road.

"Two left blown tires, two cracked rims or two cracked wheels, and the front end alignment," said Chay, describing the damage. "[The work has] already been done, but it cost $830, to be exact."

Chay has repeatedly called VDOT to file a formal claim, but says he was not given a claim number and has never heard back.

10 On Your Side expressed Chay's frustration to Sen. Jeff McWaters (R-VA), who represents Virginia Beach, and holds weekly conference calls with VDOT officials since the pothole emergency.

"By you flagging us to this issue, we did a little more research on it," said Sen. McWaters. "They are reviewing these claims, particularly those received over the last 30-45 days."

Sen. McWaters even had a member of his own staff call customer service to file a claim and examine the claims process.  Sen. McWaters says the caller was given a claim number, and the process appeared to be working correctly.

Meanwhile, Chay is still waiting.

"You would think they would expedite it," said Chay. "On that particular day, I myself, saw 20 vehicles on the side of the road, the regional director resigned over the matter, the interstate shut down on that particular day, it's a bit of a no brainer to me."

Drivers are even more frustrated when they learn VDOT relays claims to its contractor TME, who ultimately is responsible for reimbursement.

10 On Your Side asked Sen. McWaters if anyone is overseeing TME's participation in the process.

"Thats a good question," he said. "I think the attention the contractor is now giving is appropriate."

Sen. McWaters says VDOT's chief engineer met with TME Thursday to talk about these claims.

Somwhere between 100 and 300 claims were filed, and all warrant a response.

WAVY.com asked VDOT to comment on this story and was told the Hampton Roads district office can not comment on potholes until the central office review is complete.

That review is due on the commissioner's desk Friday.