Nearly a dozen East Palestine residents are trying to get Norfolk Southern to pay their relocation and evacuation costs. The company offered to reimburse them, but they were frustrated and overwhelmed by the whole process. Many claimed that they had expenses that the company refused to pay.
Norfolk Southern offers residents a growing number of reimbursement options to cover the cost of evacuations and other inconveniences in the wake of the February 3 disaster. A train carrying hazardous chemicals crashed onto the tracks and caused some of its toxic cargo to burn. The company has paid the sums requested by 11 residents, but they are still frustrated at what they perceive as an opaque and complicated system. They have left them asking for money to cover their expenses.
The process, which was a result of the chaos of fleeing from their homes, seeing their property values fall, and dealing with health problems like rashes and coughs, further strengthened their distrust of Norfolk Southern.
Zsuzsa Gyenes said that the representatives from Norfolk Southern made her feel like she was begging or trying to get something for free. They were making fun of people trying to get reimbursements. It was very dehumanizing.
Norfolk Southern offered first to reimburse residents who had to evacuate for at least five days, or voluntarily, for essentials such as food, clothing, hotel stays, and gas. The company then added $1,000 to the inconvenience check for everyone within one mile of the site. It later expanded the offer to all East Palestine residents.
Nearly four weeks ago, Norfolk Southern offered additional relocation reimbursements for people who live in areas that require ongoing remediation efforts such as soil cleanup.
A map of the eligible areas for relocation reimbursement in and around East Palestine, Ohio. Green is the original evacuation zone, blue is the village of East Palestine, and yellow is an additional area affected by ongoing remediation work.
Residents must present receipts to the assistance center Norfolk Southern at a New Waterford church to claim any of these payments. If you are from faraway, this could mean driving for several hours. Gyenes stated that she waited four hours for her last visit.
Ten residents claimed that they were provided conflicting information regarding which expenses would be covered. They were also offered lower amounts than neighboring residents who they believed to have similar circumstances. Or they were told to obtain additional documentation they didn’t need before.
Greg Mascher, an East Palestine resident for over 30 years, said that it was embarrassing because it makes you feel like you are asking for money. He had been raising his three grandchildren there until the accident. They haven’t moved back in to their home yet.
Mascher stated, “We shouldn’t have to deal this.” They could give me a lot of money or tell me that you can get your old life back. I would take my old life.”
Connor Spielmaker is a senior communications manager at Norfolk Southern. He said that the company remains committed to the community and that it works daily to address concerns directly with members of the community through the Family Assistance Center.
He said, “We work with every resident to reimburse their reasonable costs, and we’re never going anywhere.”
There is confusion over the amount Norfolk Southern will reimburse
Mascher lives one block from the mandatory evacuation zone. However, he stated that two days after the crash, the National Guard started knocking on his door, telling residents that they could leave the area and get reimbursed for any expenses.
He said that the National Guard had established a camp in the lot directly across from his house. His granddaughters had also developed rashes.
Mascher claimed that Norfolk Southern reimbursed him for two nights in a hotel and groceries, but refused to pay any portion of a restaurant bill. This was because Mascher paid for his daughter, son-in law, and three of their children, as well as his wife and the grandchildren they care for.
Spielmaker confirmed Mascher’s account and eligibility to reimbursements.
Spielmaker stated that “Obviously, we didn’t pay for a meal for 10 people,” and added that Norfolk Southern must ensure its funds go to East Palestine residents.
He stated that the company covers “reasonable” evacuation costs, but didn’t elaborate on how the limit is determined.
Norfolk Southern only covered part of Mascher’s $660 rental car cost because Mascher kept the car for a few days after the evacuation orders ended. Mascher, a father of three children aged 7, 8 and 9, requested that the company pay for an additional day. However, Mascher stated that his grandchildren needed more time to pack and leave their cousin’s West Virginia home.
He said, “They expected me jump in the car as soon as the evacuation was lifted” and that I would drive the 3 1/2 hour return trip home.
Mascher said that he was confused by the policies regarding inconvenience checks. Mascher was initially refused because he was not within the designated area. However, after Norfolk Southern extended the zone, Mascher was able to return and claim $4,000 for him and his grandchildren on top of the evacuation costs.
Reported complaints about lack of transparency or conflicting information
Interviewees said that Norfolk Southern has not clearly communicated the type of payments it offers. Apart from a flyer that was sent to some addresses before many people returned it, residents said that information about reimbursements had been spread mostly via word-of-mouth or Facebook.
Spielmaker stated that residents were provided with reimbursement information through news conferences and a website they set up. NBC News could not find any specific amounts, requirements, or a map listing eligible areas on the site. However, Norfolk Southern does provide a 24-hour hotline for residents.
Gyenes stated that even at the assistance center, three men could tell you three things in an hour. It’s frustrating.
In the two months since, Norfolk Southern has refunded Gyenes for gas, lodging and other expenses. She also paid the inconvenience fee of $4,000. But she claimed she received conflicting information. Gyenes claimed that one representative said she was entitled only to reimbursement for lodging and food while another stated that gas was covered. She also claimed that a representative had told her another time that the center no longer provided inconvenience checks.
Spielmaker stated that anyone who is eligible to receive an inconvenience check but has not received it can still apply.
Norfolk Southern has committed $26.6 million to community assistance. Spielmaker stated that more than 6,450 households received relief from derailment related issues, but he declined information about how much money was distributed through the Family Assistance Center.
A spokesperson for U.S. Environmental Protection Agency stated that the agency has received small complaints from residents regarding Norfolk Southern’s family aid program, and that the company was notified. The spokesperson did not provide further details.
The spokesperson stated that EPA was unaware of any claims NSR had denied without resolution for residents.
Disputes regarding rentals, rules, and reimbursement zones
Many residents claimed that Norfolk Southern’s rules regarding where people can stay have presented challenges. Two of the people interviewed chose to rent from their friends and relatives, making it difficult to get proper receipts.
Melissa Blake, a resident of East Palestine for 22 years, stated that she is renting a room to a woman from Negley, Ohio. On the basis of paper receipts, Norfolk Southern initially reimbursed Blake. A representative later asked Blake for a notarized receipt. She said that a representative from claims advised her to return with a bank receipt from the property owner or to find a hotel.
Blake stated, “Every time that I went in, it was different.” Blake said, “You didn’t just tell it all to me so I could get it all done in one go.”
Spielmaker claimed that Blake received $3,100 in lodging for this month, but Blake didn’t respond to a request for confirmation.
Bonnie Brown, a 25-year-old East Palestine resident, faced a similar problem: She claimed she was paying $200 per week rent to her son in Colombiana.
Brown stated, “You lose your house, then you go to someplace, and then they treat you as if you were a dog or an animal.” Brown said, “If the train hadn’t smashed into my home, I would still have a place to call home.”
Spielmaker claimed that Brown was reimbursed by Norfolk Southern for three weeks rent, but advised her to go to a motel instead. However, he said that Brown was reimbursed by Norfolk Southern for three weeks of rent, but that she should move to a motel instead.
Joe Samek, a mechanic who has been living in East Palestine for seven year, received $2,000 in relocation assistance for his family of four — his two daughters and his fiancée — in addition to the family’s inconvenience fee. However, the next time he visited the assistance center to get additional reimbursement, he got turned down.
“I took all my receipts from the previous week that included fuel and expenses and they told me: ‘Absolutely no. Samek stated that you don’t fall within city limits.
Spielmaker claimed that the $2,000 payment was made in error because Samek’s address lies just outside the eligibility zone for relocation reimbursement.
“A few residents in this community were originally provided relocation assistance for remediation by mistake.” Spielmaker stated that we did not seek to recover those funds.
However, Samek claimed that Norfolk Southern did not tell him until he returned at the assistance center to recharge the debit card it had provided.
Spielmaker stated that Norfolk Southern offered Samek and his family a place in a hotel. Samek stated that he refused because a hotel couldn’t accommodate his dog.
A few residents are still confused about Norfolk Southern’s policies and plans. They say they don’t know when reimbursements will stop. Spielmaker stated that Norfolk Southern expected its remediation work, which is linked to relocation reimbursements to be completed in May.
