My Metro Customer Service welcomes feedback, both positive and negative, regarding your experiences using Metro buses and trains. This feedback helps identify areas needing improvement, and commendations are always appreciated. All customer complaints are thoroughly reviewed. Complaints related to accessibility or ADA compliance are further reviewed by the ADA Compliance staff in the Civil Rights Programs Compliance Department to ensure adherence to Metro policies.
Filing a Complaint with My Metro Customer Service
Customers wishing to file a service complaint with My Metro customer service can utilize several convenient methods:
- Phone or TDD: Contact My Metro customer service directly by phone or TDD for immediate assistance. Contact information can be found on the Metro website.
- Fax: Send a detailed fax to 213.922.6988.
- Online Form: Submit your complaint using a convenient online form available on the Metro website. This allows for detailed documentation of your experience.
- Email: Send an email to [email protected] outlining your complaint.
- Mail: Send a letter detailing your complaint via U.S. Mail to the designated Metro Customer Relations address.
- In-Person Visit: Visit a Metro customer service center in person to file your complaint. Location details are available on the Metro website.
All submitted complaints are received by the Customer Relations department and logged into a comprehensive database. This database tracks every complaint and all subsequent follow-up activities. Customers filing ADA-related complaints will receive a confirmation and tracking reference number, typically within the same day, but no later than five business days. If a confirmation is not received within five business days, customers can call the Civil Rights Program Compliance Department at 213.922.7375.
My Metro Customer Service Complaint Investigation Process
Responsible Metro operating divisions or administrative departments investigate all complaints and implement necessary corrective actions. Complaints involving ADA or accessibility issues undergo an additional review by Metro’s ADA Compliance staff after the initial investigation.
Following the ADA Compliance review, Customer Relations provides a written response to the customer within 90 days of receiving the complaint. While most complaints are investigated within a few weeks, some require more extensive investigation or time to identify appropriate corrective measures. Regardless, a written reply is guaranteed within 90 days.
Civil Rights Complaints
Customers who wish to file a Civil Rights complaint must use a separate Metro Civil Rights Complaint Form and submit it to Customer Relations. This form can be found on the Metro website. This process is distinct from general service complaints.
My Metro customer service values your feedback and encourages you to share both positive and negative experiences to help improve service quality. Your voice matters.
