Where is Star Park's Customer Service?

I am a monthly parker with Star Park (they also manage the Smart Park lots for the City of Portland). I use their Metro lot because it’s just a couple of blocks from my office and it’s covered. I can tell you without reservation that Star Park sucks at customer relations.

Back in December (why does it sound so long ago?), Star Park notified us that the garage needed to be closed immediately due to some vague ‘structural’ issues. Only those monthly parkers who work for the State of Oregon or Metro would be allowed to use the garage and they would park on the 4th level.

The rest of us were initially redirected to park in a different, outdoor lot 4 blocks from my office – not a significant difference but now my car is exposed to the elements each day and I’m paying the same amount of money.

On December 17th, I had been instructed to park at a lot even farther from my office. In the summer time this wouldn’t be such an issue but in the winter, it is. BTW, none of my co-workers who also parked at Metro received the letter I did. They got something else. HUH?

Our offices were closed for the holidays so I didn’t need to park for two weeks. Ever the optimist, I drove to the garage hoping against hope that it would be re-opened. No such luck.

Since December 17th I have heard NOTHING from Star Park. None of my colleagues who used the lot have heard ANYTHING from Star Park. The five of us we have called and emailed with NO RESULTS. One friend was told that a letter was sent to all monthly parkers on 1/4 but none of us has received it.

I have checked Star Park’s website and there is NOTHING on it. We are at a loss on where to turn to get information.

I can see the lot from my window at work and there is NOTHING being done to the garage. They could at least post a notice at the attendant’s booth with information on the status.

I completely understand that this situation was out of their control. But what IS in their control is the message they send to the people who care about it. They have alienated everyone that I know that parked there (I'm sure there are others, too). They might not get us back as customers if they do re-open the garage.

I may re-think parking at any of the Smart Park lots, too. I am hesitant to support a company that ignores its customers.

UPDATE: I finally received a letter from Reed Wagner, METRO Interim Director of Parks and Environmental Services, dated January 8. All monthly parkers can park on levels 3 and 4 beginning Tuesday, January 12. Daily parkers will continue to use off-site lots.

While I am appreciative of finally receiving some information, it does not absolve either Metro or Star Park from their poor customer service. I will correspond with Mr. Wagner to let him know my displeasure. I'm usually one to 'move on' and put these things behind me, but in this case I feel very strongly that they need to understand how poorly they handled this situation. And it didn't have to be that way.