Anyone got suggestions on what do about Metro?

On April 19, I was late enough at the office that I decided to take my bike on the last Metro train home. When I arrived in Bethesda, the elevator was not running. When I asked why, an employee told me that it is “policy” that the Metro elevator is closed when the last train arrives, so the people on the last train can’t actually use it to get out of the station. This is bad enough for me, when I have to (illegally) drag my bike up the long escalator. But what on earth do they expect people in wheelchairs to do?

And yes, I understand that they may not want to have people coming down the elevator when they’ve already missed the last train. But it seems to me that they could have one station employee make one last trip up with those coming off the train who need to use the elevator.

So I filed a complaint with Metro. The first thing I got was a general acknowledgement of my e-mail, saying they’d get back to me. Then today, I got this:

Thank you for contacting the Office of Customer Relations. We appreciate that you submitted this report. We apologize for any inconvenience.

Your email has been forwarded to the appropriate department for review and the necessary corrective action.

We thank you for sharing your experiences and thoughts, as we diligently review each case and email that is presented for future corrections and improvements.

We appreciate your patience while we work to improve Metro’s safety, service and reliability and to deliver a world-class system that benefits the nation’s capital.

Thank you for using Metro.

Sincerely,
Mrs. Rose

So, they aren’t referring to my actual complaint (just that it had something to do with safety, service and reliability), and aren’t specifying what they are going to do about it? Why do I suspect that they aren’t planning on making any changes at all?

Does anyone know whether this is “policy” at stations other than Bethesda? Or whether there is some other avenue for getting the issue dealt with?