From: SNemer@lacbos.org

Subject: RE: metro issue

Date: July 17, 2012 11:03:46 PDT

To: fixmetro

Cc: KBarger@lacbos.org, MCano@lacbos.org

FixMetro-

Thank you for your email regarding Metro.

By copy of this email, I am asking Michael Cano, the Supervisor's transportation deputy, to look into this for you.

Regards,

Sussy 

Sussy Nemer, Senior Deputy 

Office of Supervisor Michael D. Antonovich

215 North Marengo Avenue, Suite 120

Pasadena, CA 91101

(626) 356-5407

(626) 568-0159 FAX

snemer@lacbos.org

From: fixmetro

Subject: metro issue

Date: July 16, 2012 16:47:17 PDT

To: snemer@bos.co.la.ca.us

Hello Ms. Nemer. I am a constituent from ******. I am writing about a protracted problem I (and others) have been having with Metro, and I am hoping the supervisor's office can help get things moving in the right direction.

The problem involves chronic unreliability on the silver line (bus line 910) after 9 PM. This is not about on-time performance; this is about scheduled buses not showing up at all about 50% of the time (by my recent sampling) at harbor freeway station, where the silver line connects to the green line. I have had a long dialog about this with metro customer service and senior management. They have apparently attempted to address the problem, but their efforts have been halfhearted and unsuccessful, despite this issue apparently having the attention of "the 25th floor." Since nighttime riders tend to be more disenfranchised, I suspect that many stranded patrons are not contacting customer service as I have, and that metro is disinclined to take the problem seriously enough to fix it.

In addition to customer service, I have corresponded directly with Bob Holland (Service Operations Superintendent) and I know Frank Alejandro (Chief Operations Officer) is aware of the problem. And yet it persists. I am sure that involvement of Mr. Antonovich would go a long way towards achieving some final, constructive resolution.

If you would like more details, I just posted my entire email chain with metro on a blog:

fixmetro.blogspot.com

If you have a few minutes, please check it out. I promise, it's an entertaining read.

Thank you for your help.

-FixMetro

Subject: FW: silver line MIA

From: HorneT@metro.net

Date: July 16, 2012 15:47:21 PDT

To: fixmetro

Dear Mr. FixMetro

This is a follow-up to my previous reply and designed to keep you abreast of our efforts to make this service responsive to your needs.  I am cautiously optimistic that our most recent efforts will have a very positive impact of service delivery.  Firstly, there has been some confusion by operators as to where the detours apply; one operator was thoroughly confused due to two different detours on the line; he has been instructed.  The other operator was off FRI/SAT and will be interviewed later by the Asst Manager.

We have taken additional steps to prevent future incidents by having an Asst Manager research the operator(s) assigned on a DAILY basis and place a personal note on their check-in message and on the paddle board (this is the listing of stops and special instructions as needed).

Please keep me posted in terms of on-time performance.  Again, my apology for the hardship you have experienced.

Tom Horne

Manage, Customer Relations

Subject: RE: silver line MIA

From: HorneT@metro.net

Date: July 13, 2012 15:42:48 PDT

To: fixmetro

Cc: Hollandr@metro.net, WoodsonJ@metro.net

Dear Mr. FixMetro

Words fail to express how deeply I regret that the Silver Line service has again failed to perform as expected.  You have probably already received an email from Bob Holland as he begins his investigation as to why operators are failing to make this stop.  He will no doubt have specific information as to the cause for your report below.  Please don’t lose faith in the system we do indeed value your patronage.  In closing on behalf of Metro we extend our apology for any hardship experienced.     

Tom Horne

Manager,Customer Relations

213.922.7015

Subject: RE: silver line MIA

From: Hollandr@metro.net

Date: July 13, 2012 09:31:56 PDT

To: fixmetro, HorneT@metro.net, GALVANJ@metro.net

Cc: AlejandroF@metro.net, borja.leon@lacity.org, GreenwoodM@metro.net, CustomerRelations@metro.net, BoardSecretary@metro.net, SOTOPA@metro.net, WoodsonJ@metro.net

Mr. FixMetro-  I want to apologize for any inconvenience you experienced last night.  We value our customers needs and will investigate the circumstances that occurred.  If you would like to discuss further, please call me at 213-922-4437. I will provide a follow-up e-mail of our findings.  Again our apologies.  

Thank you.

Bob Holland

Service Operations Superintendent

From: fixmetro

Subject: Re: silver line MIA

Date: July 13, 2012 01:30:30 PDT

To: HorneT@metro.net

Cc: AlejandroF@metro.net, borja.leon@lacity.org, GreenwoodM@metro.net, CustomerRelations@metro.net, BoardSecretary@metro.net, SOTOPA@metro.net, ALARCONR@METRO.NET, Hollandr@metro.net

Since you implemented your "fix" I have only attempted to take the nighttime silver line a few times. This is partly due to vacation and travel, and partly due to obvious trust issues. I think I successfully caught it twice at harbor freeway station after 9 pm in the last couple of weeks. 

Tonight, July 12, the 9:03 bus did not arrive at harbor freeway station. Since my green line train was plenty early, I actually went down to the freeway level first, just to verify that the temporary signs were still up indicating that buses after nine come on the street level (they were). I was on Figueroa at about 8:50 at which time nextbus said the nine o'clock was 17 minutes out. It never came and eventually disappeared from nextbus. 

So I hung around for the 9:33. That never came either. That, too, was on nextbus, but never arrived on the street level. 

Purely out of indignant curiosity, I continued to wait for the 10:02 bus. It arrived at 10:20. I think at that point I was actually hoping it wouldn't show up. At least I was able to write most of this email during my hour and a half wait. I hope you will also be hearing from the poor SOB who could not get his bike on the rack and had to wait ANOTHER hour (you know... assuming the 11 o'clock actually showed up). 

I trust metro is not happy with ~50% reliability, but clearly you're not THAT bothered by it. If I did my job that poorly, it would cost billions of dollars, and possibly human lives. Actually, I'd certainly be fired for incompetence long before it ever went that far. I'm having a lot of trouble wrapping my head around how difficult it could possibly be to keep a bus line running. I'm not even talking about on time. I mean how hard is it just to get buses to show up AT ALL? This ain't rocket science. 

No doubt the drivers are unionized and require 300 completely missed shifts before you can fire them. But what level of dereliction is required to fire a manager? Something drastic needs to happen. 

I must admit you did raise my hopes there for a little while, but I am back to writing just for catharsis. Please do keep me in the loop as to what further half-assed measures you plan to try in hopes of herding your silver line cats. In the meantime, I'll be resorting to the internet and my county supervisor for satisfaction. And I'll probably go back to driving my single-occupant vehicle... not all the time, but a lot more often than I do currently. 

From: Hollandr@metro.net

Subject: FW: silver line MIA

Date: July 2, 2012 10:37:41 PDT

To: fixmetro

Here are the results of our investigation.   Please call me if you have any questions.  Thanks

Bob Holland

213-922-4437

From: Harris, Barbara 

Sent: Friday, June 29, 2012 6:18 AM

To: Horne, Tom

Cc: Harris, Barbara; Greenwood, Michael

Subject: FW: silver line MIA

I hope this will help some of the issues with no shows on the Silver line.

Barbara Harris

Assistant Transportation

Operations Manager

626 454-3003 office

From: Galvan, Jorge A
Sent: Thursday, June 28, 2012 7:42 PM
To: Harris, Barbara
Cc: Greenwood, Michael; Walker, Trynett; Edgley, Rodney; Walter, Scott; Rank, Stephen; Triche-Williams, Nadine; Baumgartner, Donald; Trudeau, George; Karpman, Cynthia
Subject: RE: silver line MIA

Hi Barbara,

I spoke with TOS Walker and she informed me that last night’s check revealed that Cal Trans is closing the Harbor Transit way at app. 9:20pm, instead of at 10pm as agreed and as noted in detour notice number 11-0082 (6^th Revision). Consequently, the buses are detouring early via Figueroa and leaving people waiting upstairs on the transit way. Ms. Walker was there last night to make one of the buses get on the transit way at the Green line station, where the operator was able to pick-up the patrons at the Harbor Station. She is posting the revised notices as we speak, informing patrons to begin waiting for buses down on Figueroa beginning at 9pm, instead of 10pm. She will be there tonight to monitor the situation as well.

I have contacted BOC Controller # 12 and she is revising the detour start-time in ATMS to 9pm. She will also have a Controller put out a verbal code-1 message reminding operators to use the detour route beginning at 9pm.

Don, Can you please revise the detour on Friday morning to reflect a new start time of 9pm.

Thank you,

Jorge

From: Harris, Barbara
Sent: Thursday, June 28, 2012 2:50 PM
To: Galvan, Jorge A
Cc: Greenwood, Michael; Harris, Barbara
Subject: RE: silver line MIA

Good Afternoon Jorge,

I left a voice mail, just would like to do know the findings of your team regarding the 910 line.

Barbara Harris

Assistant Transportation

Operations Manager

626 454-3003 office

From: Harris, Barbara
Sent: Wednesday, June 27, 2012 9:12 AM
To: Galvan, Jorge A
Cc: Harris, Barbara; Greenwood, Michael
Subject: RE: silver line MIA
Importance: High

Jorge,

It appears this matter is getting worst and its imperative that I get some support as soon as possible with the 910 line in the evenings, please review the email below.  The emails have the ears of the 25^th floor and it needs to be addressed right away please call or email Mr. Greenwood and me today to advise how we can tackle this problem together.

Thank you

Barbara Harris

Assistant Transportation

Operations Manager

626 454-3003 office

From: Greenwood, Michael
Sent: Wednesday, June 27, 2012 8:43 AM
To: Harris, Barbara
Subject: Fwd: silver line MIA

This is getting ugly. What have you got on this?

Sent from my iPhone

Begin forwarded message:

From: "Holland, Robert" <Hollandr@metro.net>
Date: June 27, 2012 8:21:40 AM PDT
To: "Little, Curley" <LittleC@metro.net>, "Greenwood, Michael" <GreenwoodM@metro.net>
Cc: "Horne, Tom" <HorneT@metro.net>
Subject: FW: silver line MIA

Did either one of you get this?  I am getting contact info from Tom.  Please investigate what Division is the 9:33p bus. Thanks

From: Alejandro, Frank
Sent: Wednesday, June 27, 2012 7:34 AM
To: Woodson, James; Holland, Robert
Subject: Fwd: silver line MIA

Get back to this customer ASAP.

Frank Alejandro

Begin forwarded message:

From: FixMetro
Date: June 27, 2012 1:44:49 AM PDT
To: "Horne, Tom" <HorneT@metro.net>
Cc: Customer Relations <CustomerRelations@metro.net>, BoardSecretary <BoardSecretary@metro.net>, "borja.leon@lacity.org" <borja.leon@lacity.org>, "Soto, Patricia" <SOTOPA@metro.net>, "Alarcon, Roman" <ALARCONR@METRO.NET>, "Alejandro, Frank" <AlejandroF@metro.net>
Subject: Re: silver line MIA

Tom. Please don't read this email now. For full effect, please stay up
until 1 am and read it then.

[...]

From: HorneT@metro.net

Subject: RE: silver line MIA

Date: July 2, 2012 10:10:46 PDT

To: fixmetro

Cc: AlejandroF@metro.net, borja.leon@lacity.org, GreenwoodM@metro.net

Dear Mr. FixMetro

This follow-up information I just received this morning.

Division staff has interviewed each Silver Line operator and also sending electron messages.  Rest assured we will get these on-time performance problems fixed.  

Tom Horne

Manager,Customer Relations

213.922.7015

From: fixmetro

Subject: Re: silver line MIA

Date: June 29, 2012 11:59:19 PDT

To: HorneT@metro.net

Cc: BoardSecretary@metro.net, borja.leon@lacity.org, AlejandroF@metro.net

Tom, thank you for the information. I hope you are posting signs at the other transitway stops that will no longer have service after 9. And there is a scheduled harbor freeway station silver line stop at 9:03, so I take it that that run will arrive on the street level. I hope the drivers will be aware of this and follow this new procedure starting with that run. 

This does not explain the missing 10 o'clock buses. I did receive an email from a Robert Holland and I do plan to call him when I have time... probably monday. 

From: HorneT@metro.net

Subject: FW: silver line MIA

Date: June 29, 2012 11:21:36 PDT

To: fixmetro

Cc: BoardSecretary@metro.net, borja.leon@lacity.org, AlejandroF@metro.net

Dear Mr. FixMetro:

On behalf of Metro please accept our apology for any hardship associated with the Silver Line problems you experienced.

A Metro Supervisor assigned to the investigation advises that an on site check revealed that Cal Trans is closing the Harbor Transit way at app. 9:20pm, instead of at 10pm as agreed and as noted in detour notice number 11-0082 (6^th Revision).  Accordingly, buses were detouring early via Figueroa and leaving passengers waiting upstairs on the transit way.  A Metro representative was there last night to make one of the buses get on the transit way at the Green line station, where the operator was able to pick-up the patrons at the Harbor Station. She is posting the revised notices as we speak, informing patrons to begin waiting for buses down on Figueroa beginning at 9pm, instead of 10pm.  In addition to these efforts the Bus Operations controller will put our a verbal message reminding operators to use the detour route beginning at 9:00 PM.  We will continue to monitor the location to ensure scheduled on-time performance.  Please let me know if you experience any Silver Line problem.

Tom Horne

Manager

Customer Relations

213.922.7015

From: Hollandr@metro.net

Subject: COMPLAINT RESPONSE

Date: June 27, 2012 14:08:08 PDT

To: fixmetro

Mr. FixMetro-  Please call me in response to you complaint of operations on the Silver Line.  Thank you.

Bob Holland

Service Operations Superintendent

213-922-4437

From: HorneT@metro.net

Subject: RE: silver line MIA

Date: June 27, 2012 08:53:46 PDT

To: fixmetro

Cc: CustomerRelations@metro.net, BoardSecretary@metro.net, borja.leon@lacity.org, SOTOPA@metro.net, ALARCONR@METRO.NET, AlejandroF@metro.net

Dear Mr. FixMetro

I and our senior staff read your very informative and detailed email with interest and concern.  Please be assured that you will be contacted by a senior official to discuss the issues you raise.  Again, our apology for the hardship you describe due to Silver Line service failures.   

Tom Horne

Manager,Customer Relations

213.922.7015

From: fixmetro

Subject: Re: silver line MIA

Date: June 27, 2012 01:44:49 PDT

To: HorneT@metro.net

Cc: CustomerRelations@metro.net, BoardSecretary@metro.net, borja.leon@lacity.org, SOTOPA@metro.net, ALARCONR@METRO.NET, AlejandroF@metro.net

Tom. Please don't read this email now. For full effect, please stay up until 1 am and read it then.

In answer to the first part of your email, NO. No one has contacted me. You need to GIVE ME the name and number of the uber-manager in charge of the silver line manager.

I understand that part of the function of a customer service department is to insulate others in the company from irate customers. You have done your job admirably. Let me know if you'd like me to write a positive letter to your line management. But the system has broken down here. If you want to serve the customer, give me the internal contact info I seek.

I would guess that metro customer service only hears from a very small percentage of the customers that metro so callously leaves in the lurch, and I would imagine that a majority of those you do hear from have nothing but vitriol for you. I think I have been extremely patient up until now, but this may be the last polite message you get from me, as the respectful approach clearly is not working.

Something is SERIOUSLY, SERIOUSLY wrong with the management of the silver line. I take other buses all the time. Sure, buses are often late, drivers are occasionally rude, but I have never had any trouble worth contacting customer service over on any of my thousands of other bus rides. The silver line is just in a class by itself.

Never mind the fact that inbound silver line buses are basically always standing room only in the morning... Never mind the fact that silver line drivers don't know metro's folding bike policies... These are indicators of poor management, but maybe can be chalked up to budget problems or a bad day or whatever. But when customers have to rearrange their schedules or routes specifically to avoid a particular line due to chronic truancy, then there is an undeniable reliability problem.

I have been leaving work earlier just to avoid the late-night silver line crap shoot. The last leg of my journey is a once-per-hour bus (at night), so when the silver line does not show up, it costs me an hour. That's on top of what is already a 2 hour + commute.

Before tonight, the last time I tried to take a late silver line bus was the last time I wrote to you to say that the bus never came. Tonight, the VERY NEXT TIME I've tried to take the silver line after 9 pm, it did not show up AGAIN. I was on Figueroa outside harbor freeway station waiting for the 10 pm silver line until 10:30. No bus. This is the 2nd stop, so it's hard to believe the bus could be more than a half hour late, and nextbus indicated that the 10 o'clock bus did not exist. I couldn't wait any longer because I cannot risk missing the last gold line to Pasadena. So I took the always efficient and enjoyable green-blue-red route to union station. I should find a way to work the expo line in there.

I have reported this habitual unreliability time and again, but as far as I can tell, nothing has improved. We can (and should) blame the drivers, but when a problem (that has been reported repeatedly) is this pervasive for this long, one cannot lay all the responsibility on skulking grunts. I haven't seen a metro org chart, but I'm guessing there is one obvious individual on whom the responsibility should fall. I want to talk to that person's boss.

So while I am impressed you had the temerity to ask, the answer to your second question is NO, I have not experienced any improvement in service delivery.

I am still waiting for that name and number.

From: HorneT@metro.net

Subject: RE: silver line MIA

Date: June 25, 2012 12:36:36 PDT

To: fixmetro

Dear Mr. FixMetro

A review of your file indicates that a senior manager was assigned to contact you regarding the Silver Line and this email is to confirm that that was done.  Secondly, have you experienced an improvement in service delivery?   

Tom Horne

Manager,Customer Relations

213.922.7015

From: fixmetro

Subject: Re: silver line MIA

Date: June 22, 2012 12:51:19 PDT

To: HorneT@metro.net

Cc: CustomerRelations@metro.net, BoardSecretary@metro.net, borja.leon@lacity.org, SOTOPA@metro.net, ALARCONR@METRO.NET, AlejandroF@metro.net

Still waiting for that name and number.

From: HorneT@metro.net

Subject: RE: silver line MIA

Date: June 14, 2012 10:08:53 PDT

To: fixmetro

Cc: CustomerRelations@metro.net, BoardSecretary@metro.net, borja.leon@lacity.org, SOTOPA@metro.net, ALARCONR@METRO.NET, AlejandroF@metro.net

Dear Mr. FixMetro

Your report was received by our executive staff and is being investigated. I will contact you again upon receipt of the results of that effort.  Please accept our apology for any hardship caused by Silver Line delays.  

Tom Horne

Manager,Customer Relations

213.922.7015

From: fixmetro

Subject: Re: silver line MIA

Date: June 13, 2012 22:25:04 PDT

Cc: customerrelations@metro.net, HorneT@metro.net, BoardSecretary@metro.net, borja.leon@lacity.org, SOTOPA@metro.net, ALARCONR@METRO.NET

Once again, no 9:33 pm silver line. I was at harbor freeway station waiting for it from 9:14 until almost 10:00. Nextbus said it was coming, but the predicted time kept getting later and later until it finally disappeared. I was not the only one waiting. Hopefully you'll be hearing from the others as well. 

Please tell me the name and number of whoever is in charge of whoever is in charge of the silver line drivers and schedules. That's right --- not the manager, but that manager's manager. I will politely repeat this request until fulfilled. At least, I will try to be polite about it. Thank you. 

From: CustomerRelations@metro.net

Subject: RE: silver line MIA

Date: May 31, 2012 11:11:40 PDT

To: fixmetro

Mr. FixMetro,

Thank you for contacting Metro Customer Relations. I do apologize for the inconvenience this incident has caused. Please know that the Silver Line management staff is in receipt of your complaint and both operators will be identified shortly. If you encounter any further issues with Metro services, please let me know.

Richard Saldivar

Metro Customer Relations

213.922.4455

CustomerRelations@metro.net 

From: fixmetro

Subject: Re: silver line MIA

Date: May 30, 2012 22:30:26 PDT

To: customerrelations@metro.net

Cc: HorneT@metro.net, BoardSecretary@metro.net, borja.leon@lacity.org, SOTOPA@metro.net, ALARCONR@METRO.NET

The 9:33 pm silver line never showed last night at harbor freeway station and the 10:02 pm silver line did not show up tonight. At least not on the street level where it is SUPPOSED TO BE. It's time for another talk with the drivers. Or better yet, just replace them all and instill good habits in the new hires.

From: fixmetro

Subject: RE: silver line MIA

Date: March 13, 2012 18:10:28 PDT

To: HorneT@metro.net

The problem here lies solely with metro --- the drivers and their managers --- NOT the patrons.

I already knew that "patrons are supposed to wait on figueroa". That's what I've been doing. The problem is that the drivers don't seem to know that BUSES ARE SUPPOSED TO STOP ON FIGUEROA. The policy is clear to any patron that can read. Please tell the service planning manager to train the drivers on the policy. They must be on figueroa after 10 pm. The transition time has nothing to do with when caltrans decides to put up the detours on any given night. It is 10 pm. Period. Very simple. Please let me know when this training has occurred. Thank you.

From: HorneT@metro.net

Subject: RE: silver line MIA

Date: March 13, 2012 15:32:58 PDT

To: fixmetro

Dear Mr. FixMetro

Our Service Planning Manager responds to your question with the following:

Patrons are supposed to wait on Figueroa and 117th St. stop.  This stop is located under the 105 Freeway.  It is a regular stop location for Line 81 as well.

Tom Horne

Manager, Customer Relations

(213) 922-7015

-----Original Message-----

From: Horne, Tom 

Sent: Monday, March 12, 2012 12:44 PM

To: Page, Scott

Subject: FW: silver line MIA

Scott

Where is the bus suppose to stop???

Tom Horne

Manager,Customer Relations

213.922.7015

-----Original Message-----

From: Customer Relations 

Sent: Friday, March 09, 2012 10:27 AM

To: Horne, Tom

Subject: FW: silver line MIA

FYI

Metro Customer Relations

Karen Kern

213-922-2345

[...]

From: fixmetro

Subject: Re: silver line MIA

Date: March 8, 2012 02:08:01 PST

Cc: customerrelations@metro.net, HorneT@metro.net, BoardSecretary@metro.net, borja.leon@lacity.org, SOTOPA@metro.net, ALARCONR@METRO.NET

So in the end it cost me about an hour and a half. That's on top of what is normally over a two hour (one way) commute. 

You might say I'd have been better off just waiting another hour at harbor freeway station for the 11 pm silver line, but as we all know there's no predicting whether that would be on the freeway or on the street. If I guess wrong, I miss the last gold line. 

Out of curiosity, how many metro employees take metro to work? 

From: fixmetro

Subject: Re: silver line MIA

Date: March 7, 2012 23:31:32 PST

To: customerrelations@metro.net

Cc: HorneT@metro.net, BoardSecretary@metro.net, borja.leon@lacity.org, SOTOPA@metro.net, ALARCONR@METRO.NET

I'm just going to keep sending emails. I guess it's therapeutic somehow. 

Just now, march 7, 2012, I waited for a silver line bus scheduled to stop at harbor freeway station at 10:02 pm. Foolishly, I was out on Figueroa (street level), which is where the bus is supposed to be after 10 pm. You can probably guess where this story is heading. I'll give you the benefit of the doubt that the bus probably did actually come, but it certainly was not on the street level. I wrote an email complaining about this very thing the very last time I tried to take the 10 o'clock silver line (feb 7). Not that I really thought anything would change, but I guess I held out some faint hope that some sort of management structure might be in place. I won't be so naive in the future. 

It's gotten to the point that I've started to just cut my losses and take the much longer green-blue-red route preemptively, rather than take the 50-50-at-best crap shoot that is the night time silver line. Right now I'm sitting at Washington blue line station because I and the other cattle got kicked off the northbound train we were on and now have to wait another 20 minutes for a train the rest of the way to 7th. I tell you this in case anyone at metro is capable of empathy. 

So anyway, throw me a bone here. Tell me what to do. I'm all ears. Should I wait for the 10 o'clock bus on the freeway level? Is someone there going to actually talk to the silver line drivers and tell them that when the signs say street level after 10 that paying customers might actually be gullible enough to wait on the street level after 10? Should I just drive? Should I start a blog and take every other public opportunity to discourage people with choices from considering metro a viable transportation option? I know a lot of voters. 

Update: I am now on my second blue line train. We are currently stopped at San Pedro station for "10 to 12 minutes." I commend the driver for communicating this, but he then went on to suggest that passengers feel free to get out and smoke a cigarette. Just thought you'd like to know your drivers are suggesting illegal activities. 

Anyway, please ask the night time silver line manager to give me a call (310-XXX-XXXX). We have a lot to discuss. I'll send you all another email when I get home with the final tally of how much time your incompetent silver line driver cost me. I'm sure you can't wait. 

From: fixmetro

Subject: Re: silver line MIA

Date: February 28, 2012 22:05:37 PST

To: HorneT@metro.net

Cc: BoardSecretary@metro.net, borja.leon@lacity.org, SOTOPA@metro.net, ALARCONR@METRO.NET

I was about to write another complaint about a bus not coming, but I think I'll just resend the message below. The same exact thing just happened again. And the incident in the email below is NOT even the last time this occurred. 

Please tell me the address to submit my cab fare reimbursement. Take it out of your driver's paycheck. Or I'll take a free EZ pass. Your choice. 

By the way, I'm still waiting to hear why there was no bus on November 30th. 

[forwarded email deleted]

From: CustomerRelations@metro.net

Subject: RE: Yet another silver line problem

Date: February 14, 2012 09:56:48 PST

To: fixmetro

Mr. FixMetro,

Thank you for contacting Metro Customer Relations. I do apologize for the continued difficulties you have experienced with the Silver Line. Please know that our Vehicle Operations Staff will be monitoring the area to ensure that signage is correct and that our operators are following procedure during the construction phase. If you experience any further issues, please let me know.

Richard Saldivar

Metro Customer Relations

213.922.4455

CustomerRelations@metro.net

From: fixmetro

Subject: Yet another silver line problem

Date: February 7, 2012 22:45:44 PST

To: customerrelations@metro.net

I don't know why I keep sending complaints into the void... I guess it's cathartic. Anyway, here's another complaint for you to ignore. 

Tonight, 2/7/12, the northbound silver line scheduled to arrive at harbor fwy station at 10:02 pm apparently arrived on the freeway level. I only know this because someone who got off it happened to see me waiting on the street level (where I am SUPPOSED TO BE after 10, due to the nightly harbor transitway closure, right?). It's a good thing for me that your customers occasionally show concern for other customers, because time after time, your drivers show nothing but disregard for us. 

Please instruct your harbor transitway drivers that if the signs say to wait for the bus on the street level after 10, then they need to be on the street level after 10. This is not optional. People get ON buses, not just OFF. Thank you.