In 2024, a street sweeper hit the car belonging to Virgil and Cheryl Smith.
"The car was totally hit from the side and the rear, and it was pushed up on the sidewalk," Virgil Smith said.
The sweeper admitted he was at fault, and left information about filing a damage claim. The couple submitted the form, along with a letter calling their 2017 Chevy Sonic a "total loss."
"It'll cost more to fix the car than we paid for it," Virgil Smith said.
They quickly heard back from City Hall, with the city saying it will investigate. However, the comptroller's website says claims can take up to a year and 90 days.
Cheryl Smith struggles with a heart condition, and Virgil Smith has dialysis for kidney failure three times each week. Cheryl Smith needed her car in order to drive to work and appointments.
The couple did what they could, but because of their health issues, public transportation was very difficult to access.
"Because of my health condition, I can only walk very little," Cheryl Smith said. "So to try to walk five and six blocks to get to the train station or the bus stop, it's a bit of inconvenience."
This left the couple taking Ubers and Access-A-Rides, but this was not a sustainable, long-term solution.
Cheryl Smith said that they would not be able to survive until August without a car.
"That's the whole summer," she said. "I managed through the winter and that was bad enough."
So, they turned to 7 On Your Side, looking for help.
"I watch you quite often, and I see what you do to help people, and I just figured you would help us too," Virgil Smith said.
7 On Your Side contacted the comptroller personally, back in January, asking why claims against the city take so long.
"That system we use is over 20 years old," City Comptroller Brad Lander said. "It was written in an ancient computer language. We could be using AI to move much more quickly."
The comptroller's office has to use this system to handle between five and 10 thousand damage claims from the public every year, and each one has to be investigated with the agency accused of causing the harm.
Thanks to 7 On Your Side, the office was able to expedite the Smiths' claim. The comptroller fast-tracked the reimbursement for the couple's total vehicle, and the Smiths received the money in a week. Now, they have $9,500 to put toward a new vehicle.
7 On Your Side: Couple's damage claim expedited after car totaled by street sweeper
----------
SHARE YOUR STORY
Do you have an issue with a company that you haven't been able to resolve? If so, 7 On Your Side wants to help you!
Fill out the form below or email your questions, issues, or story ideas by filling out the form below or by emailing 7OnYourSideNina@abc.com. All emails MUST INCLUDE YOUR NAME AND CELLPHONE NUMBER. Without a phone number, 7 On Your Side will not be able to respond.