CEO responds to governor’s outrage about tolling glitches

PORTSMOUTH, Va. (WAVY) — For the first time, the top man at Elizabeth River Crossings is speaking out about all the billing problems drivers have experienced with tolls at the Downtown and Midtown tunnels.

Last week, 10 On Your Side asked Gov. Terry McAuliffe about the latest in a series of glitches in the E-ZPass billing system. He did not hesitate: “Well, we’re reviewing it, and I’m outraged that people are paying twice. They need to get their act together.”

The governor was talking about Elizabeth River Crossings (ERC), the company that oversees tolling at the Downtown and Midtown tunnels.

The governor was very straight forward, giving ERC a simple directive — “It’s outrageous.Get your act together and fix it. You’re being paid. Do your job right.”

After being skewered by the Governor, ERC CEO Greg Woodsmall released a letter to show he “gets it.”

DOCUMENT: ERC CEO’s response letter

In the letter sent to 10 On Your Side Woodsmall writes, “I know the public deserves and expects a higher level of service.”

Woodsmall’s letter lists what he’s doing to make things right, including demanding daily briefings until he’s sure toll collection and billing are working correctly. He also said he’s supplementing ERC’s billing and processing staff with “extra resources.”

As 10 On Your Side first reported, the tolling problems with ERC’s system were first noticed by VDOT, not ERC. And to that, Woodsmall says he will be “briefing … VDOT … [so that] our public partner is aware of our corrective actions.”

Woodsmall also said he is working with the company’s tolling contractor to correct errors. wanted to do an on-camera interview with Greg Woodsmall, but he is out of town. In his letter he says he’s in Texas, meeting with the project and management team of the tolling software integrator. Woodsmall is looking for assurances that the problems have been corrected.

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