Metro values customer feedback, both positive and negative, as it plays a crucial role in enhancing the transit experience for everyone. Whether you’re looking to commend a Metro employee or report an issue with bus or train service, understanding how to effectively contact Metro customer service is essential. This guide provides you with all the necessary information, including the Metro Customer Service Number and other contact methods, to ensure your voice is heard.
Metro takes all customer complaints seriously. Specifically, complaints related to accessibility or ADA (Americans with Disabilities Act) compliance are given extra attention. These are carefully reviewed by the ADA Compliance staff within the Civil Rights Programs Compliance Department to ensure Metro policies are being followed.
It is important to note that if you wish to file a formal Civil Rights complaint, you will need to use the designated Metro Civil Rights Complaint Form, available on the Metro website, and submit it directly to Customer Relations.
For all other service-related feedback, Metro offers multiple convenient ways for you to get in touch:
- Phone: You can reach Metro customer service by telephone or TDD (Telecommunications Device for the Deaf). Visit the Metro Contact Us page for the most up-to-date metro customer service number and TDD information. Calling is a direct and immediate way to speak with a representative.
- Fax: If you prefer to send a written complaint via fax, you can do so at 213.922.6988.
- Online Form: For a quick and easy way to submit your feedback, utilize the online customer comment form available on the Metro website. This form allows you to detail your experience and submit it electronically.
- Email: You can also email your comments or complaints to Metro Customer Relations directly at [email protected].
- Mail: If you prefer traditional mail, you can send a letter detailing your feedback to Metro’s Customer Relations department. The address can be found on the Metro Contact Us page.
- In Person: For in-person inquiries or to submit feedback directly, you can visit Metro headquarters. Refer to the Metro Contact Us page for location details and operating hours.
Regardless of the method you choose, your feedback will be received by the Customer Relations department and logged into the customer comment database. This system ensures that every complaint is documented and tracked, along with any follow-up actions taken. If your complaint is related to ADA accessibility, you will typically receive a confirmation and tracking reference number within one business day, and in no more than five business days. If you haven’t received a confirmation within five business days, you can call the Civil Rights Program Compliance Department at 213.922.7375 to obtain your reference number.
Once a complaint is submitted, it is routed to the relevant Metro operating division or administrative department for investigation. These departments are responsible for investigating the issue and implementing any necessary corrective actions. For ADA or accessibility-related complaints, the ADA Compliance staff conducts an additional review after the initial departmental investigation is complete.
After the ADA Compliance oversight review (if applicable) and the departmental investigation, Metro Customer Relations will provide a written response to you. This response will be sent to the contact address you provided, typically within ninety (90) days of Metro receiving your complaint. While most complaints are investigated within a few weeks, more complex issues may require a longer investigation period or more time to determine appropriate solutions. However, you can expect to receive a written response within the 90-day timeframe.
Metro is committed to providing excellent service and values all customer input. Whether you are reporting a problem or sharing a positive experience, Metro encourages you to reach out and help them improve their services for the community. Use the metro customer service number or any of the other contact methods outlined above to make your voice heard.
