Apology Letters, Refunds Coming To Some BMV Customers

INDIANAPOLIS -- Apology letters are being mailed to Bureau of Motor Vehicles customers who were charged late fees at least partly because of the agency's computer mess.

Gov. Mitch Daniels promised refunds and again apologized Friday for the problems the BMV's computer upgrade has brought upon Hoosiers trying to renew license plates and perform other business at the agency.

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Daniels Supports Embattled BMV Boss

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After learning of comments BMV commissioner Joel Silverman made to 6News on Wednesday, Daniels overruled Silverman's decision that would have forced customers who have been late renewing registration to pay late fees despite the problems.

"I have one and only one objective, and that is to make certain that any remaining problems are solved and do not recur," Daniels said.

Daniels has reaffirmed his support for Silverman, despite mounting calls for his ouster. The governor said now is not the time for fingerpointing, even as lawmakers renewed calls for his Silverman's firing.

"Perhaps he (Daniels) should also listen to the people and do one more thing at the Bureau of Motor Vehicles -- change the director, remove the director," said State House Minority Leader Pat Bauer.

Controversy arose after Silverman told 6News on Wednesday that Hoosiers would have to pay late fees even if self-service terminal closures and other problems kept them from renewing registration before July 31.

"Every one of them could have come into a branch and got their business done. So, it's the responsibility of our customers to make sure they get it done on time," Silverman said.

The BMV has had numerous problems since a computer upgrade was installed over the Fourth of July weekend.

The computer system could not handle some transactions and has been fraught with errors since the transition.

Customers, Businesses Continue To Have BMV Problems

Tim McLaughlin told 6News that he's been fed up with the BMV since June, when he said he paid for the registration for his minivan online. McLaughlin said he still hasn't received a renewal sticker.

"I carry around a copy of my cashed check for me and my wife, so that if we do get pulled over, that's my tag," McLaughlin said.

An unknown number of frustrated Hoosiers are still having problems conducting business at BMV branches, through the mail, online and over self-service terminals.

The renewal sticker problem currently appears to be fairly widespread.

Debbie Moralez told 6News that she also hasn't received stickers or plates after paying the BMV on time.

Moralez said she sent in a check on July 14, and it was cashed on July 24. She hasn't received stickers, but called the BMV, who said they would fax her a temporary sticker.

"I'm pretty disappointed. I followed the BMV's rules. I know they are having software issues, but they should have a business continuity plan, where in the event of a software disaster, this is how they can service their customers. They have failed," Moralez said.

Chad Huffer, of Eastgate Chrysler, said the uncertainty is affecting car buyers, who are unsure about how soon they will get their registration. The dealership is also experiencing other problems related to the agency's issues.

"They only allow us to take five titles per visit to the BMV. As a dealership, we sell more than five cars a day, so it makes it hard to get people's paperwork," Huffer said.