3050 THOMASSON DR

Customer Nick Da Agustino expressed dissatisfaction with the condition of his neighborhood, noting that trash has been scattered around, primarily due to some units being used as Airbnbs. He also mentioned that the dumpster has a strong odor, and before the storm, a neighbor knocked down a light pole, leaving the pole in front of the dumpsters.
Joe visited the customer’s location to verify the complaint and assess the situation. He spoke with Mr. D’Agostino, who confirmed the details. Joe explained the process for addressing these issues and assured him that the situation would be closely monitored. Joe then contacted Premier Property Management, which oversees the property, to arrange for personnel to clear the trash near the dumpster.

BROWN GOODS

The customer reported that her brown goods were missed due to a miscommunication. Joe visited the customer’s home to verify the complaint and check if the items were still at the curb. After contacting the customer, she confirmed the details. Joe explained the HOC process to her, advising that the brown goods should be placed back in the garage and brought out again on Monday. He assured the customer that he would monitor the situation. Joe also informed me, Michelle, the Waste Management Route Manager, about the situation.

FOXBORO

Joe received an email from supervisor Natalie Pochmara, about the dumpster at Foxboro overflowing onto the ground. Joe visited the site to assess the situation and spoke directly with the manager, Joseph Cakin, who confirmed that the overflow was due to a new restaurant using their dumpster for trash disposal, increasing the load. Joe advised the manager to either speak with the restaurant about getting their own dumpster or increase the frequency of pickups to resolve the issue. The manager said he would inform the restaurant owner, Tom Polly Jr. Joe then contacted Daryl from WM to explain the situation, and Daryl stated he would monitor the situation and respond as needed.

7800 UMBERTO CT

Joe conducted a follow-up site inspection at 7800 Umberto Ct to assess the hydraulic leak marks on the street. Joe noted that the marks were still visible. To ensure a thorough evaluation, Joe walked the entire length of the affected area and inspected both the street and adjacent sidewalks. To provide additional assurance, Joe reviewed photos taken from the initial inspection and compared them with the current condition of the site. Based on this comparison, it was clear that the marks were still visible.

4705 ARBORETUM CIRCLE

Joe conducted a follow-up inspection at 4705 Arboretum Circle to assess the coolant leak marks.  Joe observed that the coolant leak marks were no longer visible. To ensure a proper evaluation, Joe drives the entire circle and inspected both sides of the street. No signs of coolant residue or staining were found.

DUMPSTER DOOR

• 3:27 PM. Joe received an email from Supervisor Notley stating that a Waste Management truck had damaged the dumpster door at 457 Country Hollow Court.
• 3:50 PM. Joe arrived at the location and observed that the dumpster door had been ripped off the wall and was leaning against one of the dumpster’s walls. Upon closer inspection, Joe noticed that only the hinges had come off the wall; the door itself was not damaged.
• 4:00 PM. A resident of Country Hollow Commons, Mike Gusto (239-222-5266), approached Joe and explained that he had seen the Waste Management truck driver rip off the door. The driver was waiting in front of the dumpster for someone to arrive before leaving.
• 4:15 PM. Joe called Marcelo, the Claims and Compliance Officer, to report the damage at 457 Country Hollow Court. Marcelo immediately responded, saying he was on his way to the location.
• 4:18 PM. Marcelo arrived, assessed the damage, and noted that this particular dumpster door had been a recurring issue. He recommended that the door be repositioned to prevent further problems in the future.
• 4:30 PM. Joe called the property manager, Christine Nebraska, and left a voicemail requesting a callback.

October 17, 2024

• 10:00 AM. (Next Day) Christine Lebuziewski returned Joe’s call, stating that Waste Management should repair the door. Joe explained that Marcelo, the Claims and Compliance Officer, had recommended realigning the door to ensure long-term sustainability. Christine acknowledged the recommendation and agreed that it was acceptable.

DUMPSTER DOOR 2

• 3:27 PM. Joe received an email from Supervisor Notley stating that a Waste Management truck had damaged the dumpster door at 457 Country Hollow Court.
• 3:50 PM. Joe arrived at the location and observed that the dumpster door had been ripped off the wall and was leaning against one of the dumpster’s walls. Upon closer inspection, Joe noticed that only the hinges had come off the wall; the door itself was not damaged. The dumpster area appeared to be in good condition apart from the door issue. Joe took photos of the damage for documentation purposes. The surroundings were clean, and there was no sign of other structural damage to the enclosure or nearby property.
• 4:00 PM. A resident of Country Hollow Commons, Mike Gusto (239-222-5266), approached Joe and explained that he had seen the Waste Management truck driver rip off the door. The driver remained at the scene, waiting in front of the dumpster for someone to arrive before leaving. Mike added that this was not the first time issues had arisen with the dumpster’s door, suggesting that it may have been installed improperly. Joe asked Mike if he had any other relevant details, but Mike could only confirm that he saw the incident and had not spoken directly to the driver. Joe thanked Mike for his cooperation and made note of the driver’s apparent attempt to wait for further instructions.
• 4:15 PM. Joe called Marcelo, the Claims and Compliance Officer, to report the damage at 457 Country Hollow Court. Marcelo immediately responded, saying he was on his way to the location. Joe waited near the dumpster, ensuring that no one tampered with the damaged door. He took additional photos from various angles while waiting for Marcelo to arrive, to ensure that a complete record of the situation was available.
• 4:18 PM. Marcelo arrived, assessed the damage, and noted that this particular dumpster door had been a recurring issue. He recommended that the door be repositioned to prevent further problems in the future. Marcelo explained that the tight clearance in the area may have contributed to the frequent incidents with the door. He suggested contacting the property manager to discuss potential modifications to the enclosure’s design. Marcelo emphasized that resolving the alignment issue would not only prevent further damage but also improve efficiency for the waste collection process.
• 4:30 PM. Joe called the property manager, Christine Nebraska, and left a voicemail requesting a callback. He informed her about Marcelo’s recommendations and asked for her input on how she’d like to proceed. Joe made a note to follow up if he did not receive a response within 24 hours.

October 17, 2024

• 10:00 AM. (Next Day) Christine Lebowski returned Joe’s call, stating that Waste Management should repair the door. Joe explained that Marcelo, the Claims and Compliance Officer, had recommended realigning the door to ensure long-term sustainability. Christine acknowledged the recommendation and agreed that it was acceptable. She mentioned that she would discuss the matter with the property’s maintenance team and follow up once she had more details. Joe confirmed that he would keep Marcelo informed and await further instructions before proceeding with repairs.

FOXBORO MISSED

Daryl DeFrance, Route Manager for Waste Management, called and stated that the regular pickup day for Waste Management at Foxboro is on Wednesdays. However, due to Hurricane Milton, Waste Management missed last week’s collection, which likely caused the overflow. He confirmed that the trash was collected this Wednesday and assured that Waste Management will continue to monitor the situation and provide additional assistance if needed.
Daryl also mentioned that the missed collection was an isolated incident caused by the storm, and regular service will resume without further delays. He emphasized that they are committed to ensuring that any future disruptions are communicated to the property in advance. Waste Management will increase their monitoring efforts in the coming weeks to ensure that no further overflow occurs. If necessary, additional trucks can be dispatched for extra pickups. Daryl also reassured Joe that he would personally oversee the situation to prevent similar issues from recurring.

MONDAY SUNNARY

4701 15^th Ave SW

Few days before Hurricane Milton, Joe visited Leon Rhodes, who noted that numerous vehicles, including Waste Management trucks, frequently turn around in his driveway. Leon even has a photo of a Waste Management truck doing so. Joe and Leon had planned to meet again after the storm to discuss the issue further. Joe is currently working on scheduling a suitable day to meet Leon

3216 Van Buren Ave

Joe was on-site for a follow-up inspection and called the customer to thank him for reporting the recycling spill in the area. Joe assured the customer that he will continue to monitor the situation, and the customer was pleased with the response.

3550 Thomason Dr

Joe has made multiple attempts to contact the property manager at Paramount Management Company but has been unsuccessful. The customer, John Mark Da-Augustin, suggested obtaining the property owner’s phone number to reach them directly. In the meantime, Joe has already contacted Da-Augustin twice without a response and left a voicemail requesting a callback.

2204 Shadowlawn Dr

Joe was on-site for a follow-up inspection and confirmed that Waste Management had picked up the household furniture. Joe contacted the customer, Stephen, to inform him of the completion, and Stephen expressed his satisfaction. Joe assured him that he would continue to monitor the area to ensure proper service.

2650 County Barn Rd

Joe called the customer, John, to apologize for the Waste Management driver’s behavior and assured him that he would monitor the situation. John mentioned that since the next collection day was only a day or two away, he decided to let the matter go. Joe also informed John that he would follow up to ensure the issue is properly addressed.

4420 Thomason Dr

Joe attempted to contact Thom, the owner of the Foxboro Sports Bar, at 4420 Thomason Dr to inform him that Waste Management has collected the trash. However, there was no response, so Joe will try again

4550 Old Mahogany Ct

Joe called the customer, Eugene, to check if Waste Management had picked up the yard waste. Eugene confirmed that the yard waste had been collected. Joe assured him that he would continue to monitor the situation to ensure consistent service. Joe also reminded Eugene to reach out if any further issues arise.

Joe was on-site for a follow-up inspection and observed that the yard waste violation had been resolved.

General Information

Joe was on-site for a follow-up inspection and observed that the yard waste violation had been resolved. He informed the customer of the resolution and received positive feedback. Joe will continue to monitor the area to ensure compliance moving forward. He also reminded the customer to contact him if any further concerns arise.

COOLANT LEAK

8:42 AM: Joe received an email reporting that Waste Management truck number106674 had leaked coolant fluid on Hidden Terrace Road.

9:09 AM: Joe arrived at Hidden Terrace Road and observed a Waste Management truck parked on the street. When approached the driver, the driver stated that he was not responsible for the coolant leak.

9:15 AM: Joe drove around the street to check for signs of a coolant leak but couldn’t confirm anything. Joe decided to contact Waste Management Recycle Route Manager Ricardo to verify the address but received no response.

10:00 AM: Ricardo returned the call, confirming the correct address and informing Joe that the incident had occurred earlier, at 6:00 AM, and the truck had already been sent to the shop. Joe then thoroughly scanned the street and located the coolant leak in front of 901 Hidden Terrace Road.

10:50 AM: Joe called Marcelo, the Claims and Compliance Officer, to report the coolant leak at 901 Hidden Terrace Road. Marcelo responded that he would visit the site later in the day to inspect it.

Joe noted that the spill had not come into contact with water or soil.

9:09 AM: Joe arrived at Hidden Terrace Road and saw a Waste Management truck parked on the street. When he approached the driver, the driver claimed he was not responsible for the coolant leak. After comparing truck numbers, Joe noticed that the numbers did not match. Joe informed the driver about the reported incident and continued investigating. He decided to search the area for any other trucks or signs of the leak.

NEW COOLANT LEAK

• 9:10 a.m.: Joe received an email reporting that Waste Management truck number 311545 had leaked coolant fluid on Adkins Avenue.
• 9:35 a.m.: Joe arrived at Adkins Avenue and observed the Waste Management truck in front of 6066 Adkins Avenue. The driver, Jose Cabillas, was waiting. When approached, Jose stated that around 8:00 a.m. he noticed a coolant leak, immediately stopped, and informed Waste Management. A mechanic, William Alvarado, was sent and arrived around 8:30 a.m. He identified a leaking hose, replaced it, and completed the repairs by 9:15 a.m.
• 9:43 a.m.: Joe called Emilio Middle, the route manager for yard waste, but received no response.
• 9:45 a.m.: Joe called Marcelo, the claims and compliance officer, to report the coolant leak at 6066 Adkins Avenue. He also asked if it was okay to release the driver. Marcelo confirmed that the driver could be released and said he would visit the site later in the day.
• 9:47 a.m.: Joe released the driver to continue his route.
• 9:51 a.m.: Emilio returned the call, stating that he had informed Marcelo about the coolant leak. Joe updated Emilio that the driver had already been released.
• 10:15 a.m.: Joe drove around Adkins Avenue to check for any additional coolant leaks but found none. He noted that the coolant had not come into contact with water or soil.

NEW MESSAGES

The customer reported that their mailbox was hit by a Waste Management truck. Joe visited the customer’s house to verify the complaint and inspect the mailbox. He knocked on the door but received no answer. Joe then called the customer, who mentioned that they are currently in Michigan, while their son is residing at the house in Naples. The customer advised Joe to contact the son for further details on the incident. Joe attempted to call Marcelo to inform him but received no response, so he left a voicemail requesting a callback.

The customer reported that Waste Management trucks were spilling and scattering debris throughout their community. Joe visited the site to address the complaint and observed a trash spill with broken glass and plastic bags scattered across the street. He spoke directly with the customer, who confirmed the presence of broken glass and debris in her driveway. Joe explained the process to the customer and assured her that he would monitor the situation. He also attempted to contact Waste Management’s claims and compliance officer, Marcelo, to inform him of the incident, but was unable to reach him and left a voicemail requesting a call back.

The customer reported that their mailbox was hit by a Waste Management truck. Joe visited the customer’s house to verify the complaint and inspect the mailbox. He knocked on the door but received no answer. Joe then called the customer, who mentioned that they are currently in Michigan, while their son is residing at the house in Naples. The customer advised Joe to contact the son for further details on the incident. Joe attempted to call Marcelo to inform him but received no response, so he left a voicemail requesting a callback.

Joe received an email reporting that Waste Management truck number 311545 had a coolant leak on Atkins Avenue. Joe arrived at the scene and observed the truck parked in front of 6066 Atkins Avenue, where the driver, Jose, was waiting. When approached, Jose explained that he suspected the coolant leak around 8:00 a.m., at which point he stopped and reported the issue to Waste Management. A mechanic named William was dispatched and arrived between 8:00 and 8:30 a.m. He identified the leaking hose, replaced it, and completed the repair by 9:15 a.m. Joe then called Emilio and Marcelo to inform them about the situation. Marcelo responded, stating that he would be there later, and Joe released the driver to continue his route.

21 GROUPER DR

October 23, 2024

3:30 p.m.
Joe received an email reporting that a customer at 21 Grouper Drive had complained about a Waste Management truck leaving trash, including broken glass, on her driveway.

4:30 p.m.
Joe arrived at 21 Grouper Drive and observed a significant amount of trash leakage, including broken glass, plastic bags, and liquid, on the customer’s driveway. Joe apologized and assured the customer he would monitor the situation and ensure it was cleaned up. However, due to time constraints, Joe informed her he would return the following day to complete the process.

4:50 p.m.
Joe called Waste Management’s Claims and Compliance Officer, Marcelo Menejia, to report the spill at 21 Grouper Drive and left a voicemail requesting a callback, as there was no answer.

October 23, 2024

8:50 a.m.
Marcelo returned Joe’s call and stated that he would go to the site to inspect the spill.

9:45 a.m.
Joe returned to 21 Grouper Drive to continue the assessment and spoke with the customer. She mentioned that she was unable to leave her house because of the broken glass, fearing it would damage her tires.

10:00 a.m.
Joe went ahead to sweep the broken glass from the driveway to allow the customer to leave safely. Joe also explained the cleanup process and outlined the steps Waste Management would take to address the liquid stains on her driveway.

10:50 a.m.
Joe continued his inspection of Grouper Drive and discovered another spill at the end of the street. Joe proceeded to inspect other streets in the area, finding additional spills on Flounder Drive, and Piers A, B, C, D, E, and J.

2:30 p.m.
Joe continued inspecting the remaining streets for additional spills.

MAILBPX REPORT A1

At 1:30 p.m., Joe received an email reporting that a customer at 252 Countryside Drive had complained that a Waste Management truck hit their mailbox.

At 3:00 p.m., Joe visited the site, knocked on the door, but received no answer. Joe called the customer, who stated that he did not witness the truck hitting the mailbox. The customer mentioned that his son, who had been living in the house before the incident, had placed the trash cart near the mailbox. When the son returned, the mailbox was already on the ground. The customer advised that any further information regarding the mailbox should be directed to his son, who must be contacted for further details. Joe observed the mailbox lying on the ground but noted no damage consistent with a Waste Management truck. There were no green or black paint marks on the mailbox, no tire tracks, or other evidence suggesting a truck was involved.

At 4:00 p.m., Joe called Marcelo to inform him about the complaint but was unable to reach him and left a voicemail.

At 8:50 a.m. the next day, Marcelo returned the call and stated that based on the available evidence, it was determined that the mailbox was already damaged before any trucks serviced the area.

Based on the evidence and observations, it appears that Waste Management is not responsible for damaging the mailbox.

MAILBOX REPORT B2

At 1:30 p.m., Joe received an email reporting that a customer at 252 Countryside Drive had complained that a Waste Management truck hit their mailbox.

At 3:00 p.m., Joe visited the site, knocked on the door, but received no answer. Joe called the customer, who stated that he did not witness the truck hitting the mailbox. The customer mentioned that his son, who had been living in the house before the incident, had placed the trash cart near the mailbox. When the son returned, the mailbox was already on the ground. The customer advised that any further information regarding the mailbox should be directed to his son, who must be contacted for further details. Joe observed the mailbox lying on the ground but noted no damage consistent with a Waste Management truck. There were no green or black paint marks on the mailbox, no tire tracks, or other evidence suggesting a truck was involved.

At 4:00 p.m., Joe called Marcelo to inform him about the complaint but was unable to reach him and left a voicemail.

At 8:50 a.m. the next day, Marcelo returned the call and stated that based on the available evidence, it was determined that the mailbox was already damaged before any trucks serviced the area.

Joe has requested GPS and video footage from Waste Management managers. He also called the customer and left a voicemail requesting a return call.

Based on the evidence and observations, it appears that Waste Management is not responsible for damaging the mailbox. Joe is currently awaiting GPS data and video footage from Waste Management to continue the investigation.

MAILBOX REPORT

Subject: Property Damage Mailbox

Address: 252 Countryside Dr

Service Request #:

Investigator:

Contact #:239-398-3920

PUBLIC UTILITIES

ADMINISTRATOR CRITICAL INFORMATION REPORT

Date:

Specifics of Event:

• At 1:30 p.m., Joe received an email reporting that a customer at 252 Countryside Drive had complained that a Waste Management truck hit their mailbox.
• At 3:00 p.m., Joe visited the site, knocked on the door, but received no answer. Joe called the customer, who stated that he did not witness the truck hitting the mailbox. The customer mentioned that his son, who had been living in the house before the incident, had placed the trash cart near the mailbox. When the son returned, the mailbox was already on the ground. The customer advised that any further information regarding the mailbox should be directed to his son, who must be contacted for further details. Joe observed the mailbox lying on the ground but noted no damage consistent with a Waste Management truck. There were no green or black paint marks on the mailbox, no tire tracks, or other evidence suggesting a truck was involved.
• At 4:00 p.m., Joe called Marcelo to inform him about the complaint but was unable to reach him and left a voicemail.
• At 8:50 a.m. the next day, Marcelo returned the call and stated that based on the available evidence, it was determined that the mailbox was already damaged before any trucks serviced the area.
• Based on the evidence and observations, it appears that Waste Management is not responsible for damaging the mailbox.

Response for Corrective Action:

WM is not at fault for the property damage.

Safety/MOT: None.

Required help/assistance: None.

What other team members need to be involved/notified: None.

1. Fiscal/Procurement Section:

2. Pollution Control:

3. Risk Management:

4. FDEP:

5. Health Department: Final report will be forwarded to the department. None

6. Transportation Department(for any impact to roadways/closures):

7. PUD PIO:

8. Compliance/Lab Section:

9. Collier County Sheriff’s Office:

10. Marco Island:

11. Everglades City:

12. Property Management Contact Information:

• Property Management Company:
• Property Manager:
• Phone Number:
• E-mail Address:
• Address:
• Subdivision:

• Property
• Property Manager:
• Phone Number:
• E-mail Address:
• Address:
• Subdivision:

• Property Management Company:
• Property Manager:
• Phone Number:
• E-mail Address:
• Address:
• Subdivision:

Note: If an emergency contractor is called in to perform work, an emergency P.O. must be created no later than the next business day.

Attachments: (Pictures and/or Location Map)

Supervisor for the event: 

• Name: Natalie Pochmara
• Cell: 239-821-3540

Managerfor the event:

• Name: Matthew Hayes
• Office: 239-438-0185

TRASH SPILL

Subject: Trash Spill

Address: 21 Grouper Dr

Service Request #:

Investigator:

Contact #:239-398-3920

PUBLIC UTILITIES

ADMINISTRATOR CRITICAL INFORMATION REPORT

Date: 10/22/24

Specifics of Event:

• 3:30 PM. Joe received an email reporting that a customer at 21 Grouper Drive had complained about a Waste Management truck leaving trash, including broken glass, on her driveway.
• 4:30 PM. Joe arrived at 21 Grouper Drive and observed a significant amount of trash leakage, including broken glass, plastic bags, and liquid, on the customer’s driveway. Joe apologized and assured the customer he would monitor the situation and ensure it was cleaned up. However, due to time constraints, Joe informed her he would return the following day to complete the process.
• 4:50 PM. Joe called Waste Management’s Claims and Compliance Officer, Marcelo Menejias, to report the spill at 21 Grouper Drive but there was no response and left a voicemail requesting a callback,

October 23, 2024

• 8:50 AM. Marcelo returned Joe’s call and stated that he would go to the site to inspect the spill.
• 9:45 AM. Joe returned to 21 Grouper Drive to continue the assessment and spoke with the customer. She mentioned that she was unable to leave her house because of the broken glass, fearing it would damage her tires.
• 10:00 AM. Joe went ahead to sweep the broken glass from the driveway to allow the customer to leave safely. Joe also explained the cleanup process and outlined the steps Waste Management would take to address the liquid stains on her driveway.
• 10:50 AM. Joe continued his inspection of Grouper Drive and discovered another spill at the end of the street. Joe proceeded to inspect other streets in the area, finding additional spills on Flounder Drive, and Piers A, B, C, D, E, and J.
• 2:30 PM. Joe continued inspecting other streets for additional spills.

Response for Corrective Action:

WM is responsible for the spill and will perform for the associated cleanup

Safety/MOT: None.

Required help/assistance: None.

What other team members need to be involved/notified: None.

1. Fiscal/Procurement Section:

2. Pollution Control:

3. Risk Management:

4. FDEP:

5. Health Department: Final report will be forwarded to the department. None

6. Transportation Department(for any impact to roadways/closures):

7. PUD PIO:

8. Compliance/Lab Section:

9. Collier County Sheriff’s Office:

10. Marco Island:

11. Everglades City:

12. Property Management Contact Information:

• Property Management Company:
• Property Manager:
• Phone Number:
• E-mail Address:
• Address:
• Subdivision:

• Property
• Property Manager:
• Phone Number:
• E-mail Address:
• Address:
• Subdivision:

• Property Management Company:
• Property Manager:
• Phone Number:
• E-mail Address:
• Address:
• Subdivision:

Note: If an emergency contractor is called in to perform work, an emergency P.O. must be created no later than the next business day.

Attachments: (Pictures and/or Location Map)

Supervisor for the event: 

• Name: Natalie Pochmara
• Cell: 239-821-3540

Managerfor the event:

• Name: Matthew Hayes
• Office: 239-438-0185

MAILBOX DAMAGE

• 1:30 p.m. Joe received an email reporting that a customer at 252 Countryside Drive, stating that a Waste Management truck had hit their mailbox.
• 3:00 p.m. Joe visited the location, knocked on the door, but received no answer. He then called the customer, who clarified she hadn’t seen the truck hit the mailbox. She recommended contacting her son, John, who lived in the house before the incident, for additional information.
• 3:15 p.m. Joe noted the mailbox was lying on the ground, with no visible green or yellow paint marks, tire marks, or other signs suggesting involvement by a Waste Management truck.
• 4:00 p.m. Joe attempted to reach Marcelo to report the complaint, leaving a voicemail after no response.

10/23/24

• 9:15 a.m. Marcelo returned the call, indicating that based on the available evidence, the mailbox appeared to have been damaged before any Waste Management truck serviced the area.

10/24/24

• 1:00 p.m. Joe called the customer again, leaving a voicemail to request that John be informed of his visit to discuss the incident.
• 1:30 p.m. Joe revisited the house and successfully spoke with John, who explained that around 6:00 a.m., he had taken both garbage and recycle carts out, placing one near the mailbox. When he returned later to pick up the carts, he found the mailbox already down.
• 3:00 p.m. Joe contacted Marcelo to request GPS and video footage from both the trash and recycle trucks that had serviced the area, leaving a voicemail.

10/25/24

• 9:00 a.m. Marcelo returned the call, providing photo evidence from one of the Waste Management trucks. This evidence showed that the mailbox was down before either truck entered Countryside Community on Monday, November 21, 2024, confirming that the damage occurred prior to Waste Management’s arrival.

10/28/24

• 9:00 a.m. Joe called Chris, the customer who filed the initial complaint, to inform her that based on the evidence gathered, Waste Management was not responsible for the damage to the mailbox.

Bottom of Form

MAILBOX FULL REPORT

Subject: Property Damage Mailbox

Address: 252 Countryside Dr

Service Request #:

Investigator:

Contact #:239-398-3920

PUBLIC UTILITIES

ADMINISTRATOR CRITICAL INFORMATION REPORT

Date: 10/22/24

Specifics of Event:

• 1:30 p.m. Joe received an email reporting that a customer at 252 Countryside Drive, stating that a Waste Management truck had hit their mailbox.
• 3:00 p.m. Joe visited the location, knocked on the door, but received no answer. He then called the customer, who clarified she hadn’t seen the truck hit the mailbox. She recommended contacting her son, John, who lived in the house before the incident, for additional information.
• 3:15 p.m. Joe noted the mailbox was lying on the ground, with no visible green or yellow paint marks, tire marks, or other signs suggesting involvement by a Waste Management truck.
• 4:00 p.m. Joe attempted to reach Marcelo to report the complaint, leaving a voicemail after no response.

10/23/24

• 9:15 a.m. Marcelo returned the call, indicating that based on the available evidence, the mailbox appeared to have been damaged before any Waste Management truck serviced the area.

10/24/24

• 1:00 p.m. Joe called the customer again, leaving a voicemail to request that John be informed of his visit to discuss the incident.
• 1:30 p.m. Joe revisited the house and successfully spoke with John, who explained that around 6:00 a.m., he had taken both garbage and recycle carts out, placing one near the mailbox. When he returned later to pick up the carts, he found the mailbox already down.
• 3:00 p.m. Joe contacted Marcelo to request GPS and video footage from both the trash and recycle trucks that had serviced the area, leaving a voicemail.

10/25/24

• 9:00 a.m. Marcelo returned the call, providing photo evidence from one of the Waste Management trucks. This evidence showed that the mailbox was down before either truck entered Countryside Community on Monday, November 21, 2024, confirming that the damage occurred prior to Waste Management’s arrival.

10/28/24

• 9:00 a.m. Joe called Chris, the customer who filed the initial complaint, to inform her that based on the evidence gathered, Waste Management was not responsible for the damage to the mailbox.

Bottom of Form

Response for Corrective Action:

WM is not responsible for the damage

Safety/MOT: None.

Required help/assistance: None.

What other team members need to be involved/notified: None.

1. Fiscal/Procurement Section:

2. Pollution Control:

3. Risk Management:

4. FDEP:

5. Health Department: Final report will be forwarded to the department. None

6. Transportation Department(for any impact to roadways/closures):

7. PUD PIO:

8. Compliance/Lab Section:

9. Collier County Sheriff’s Office:

10. Marco Island:

11. Everglades City:

12. Property Management Contact Information:

• Property Owner: Chris
• Phone Number:310-710- 6090
• E-mail Address: jonnyrayno@gmail.com
• Address: 252 Countryside Dr
• Subdivision: Countryside Community

Note: If an emergency contractor is called in to perform work, an emergency P.O. must be created no later than the next business day.

Attachments: (Pictures and/or Location Map)

Supervisor for the event: 

• Name: Natalie Pochmara
• Cell: 239-821-3540

Manager for the event:

• Name: Matthew Hayes
• Office: 239-438-0185

 NEW CARTS

The customer called to report that her cart was dirty and, due to her age, she was unable to clean it. She requested a replacement. Joe contacted her directly and explained he would address the issue the following day due to time constraints. As promised, Joe visited the next day, replaced the cart, and the customer was very pleased with the resolution.

FOLLOW-UP INSPECTION

Joe conducted a follow-up site inspection at 228 Fox Glen Dr to assess the hydraulic leak stains on the street. Joe observed that the marks remained visible and walked the entire length of the affected area to ensure a thorough evaluation. After careful inspection, it was clear that the stains had not fully disappeared.

HOLLIDAY MANOR

12:40 p.m. Joe received an email from customer service reporting that Waste Management trash truck number 363760 was leaking a liquid in the Holiday Manor community.

1:00 p.m. Joe arrived at 213 Redwood Lane, where he observed the Waste Management truck parked. Joe spoke with the driver, Augustine Azahares, who explained that liquid sometimes leaks from the bottom of the truck when the trash is compressed, but everything else with the truck was functioning normally.

1:19 p.m. Joe called Emilio to report the situation. Emilio immediately provided the truck’s GPS location and advised Joe to check the liquid to ensure it was not hydraulic fluid or coolant. Emilio noted that he would either release the driver or send him to the shop depending on Joe’s findings.

1:24 p.m. After thoroughly inspecting the leak, Joe confirmed that the liquid was trash-related and was released when the waste was compressed.

1:30 p.m. Joe concluded that the liquid was indeed from the compressed trash and allowed the driver to continue.

2:00 p.m. Joe called Marcelo to inform him of the liquid leak. Marcelo responded that he would visit the location to inspect the liquid and assess the situation.

2:30 p.m. Joe continued to drive within the community, using the GPS coordinates sent by Emilio to check for additional spill areas.

HOLLIDAY MANOR 2

Incident Summary Report

12:00 p.m.
Joe received an email from customer service indicating that a customer, Shelby Douche, called to report Waste Management truck #363-760 leaking a bluish liquid onto the streets of Holiday Manor Community.

1:00 p.m.
Joe contacted Emilio Meadow, a Waste Management route manager, requesting the truck’s precise location. Emilio promptly replied, sharing the truck’s exact position at the end of Redwood Lane, along with GPS coordinates.

1:05 p.m.
Joe arrived at 213 Redwood Lane, where he located the truck. He spoke with the driver, Augustine Azaria, who explained that he had noticed liquid dripping from the truck’s tailgate when compressing garbage. To demonstrate, Augustine started the truck, compressed the garbage, and showed how the liquid dripped.

1:30 p.m.
After a thorough examination, Joe confirmed that the liquid appeared to be trash-related, released during garbage compression. Joe determined that it was indeed waste liquid and allowed the driver to continue the route, after coordinating with Emilio.

2:00 p.m.
Joe contacted Marcelo Medius, the Claims and Compliance Officer at Waste Management, to inform him of the liquid leak. Marcelo responded that he was en route to the location for inspection.

2:30 p.m.
Using the GPS coordinates provided by Emilio, Joe continued driving through the community to check for any further spills.

3:45 p.m.
A resident, identified as “My Dude” at 239-745-2393, stopped Joe and reported seeing the Waste Management truck leaking bluish liquid throughout the community earlier. The resident invited Joe onto a golf cart to show the locations along Palm Drive where he had observed the leaks. After evaluating this new leak, Joe observed that this liquid appeared to be hydraulic fluid, distinctly different from the previous garbage liquid.

4:15 p.m.
Joe documented hydraulic leaks observed on the following streets:

1. Palm Drive
2. Oaks Lane
3. Temple Lane
4. Willow Lane
5. Redwood Lane

Due to time constraints, Joe planned to continue the assessment the following day.

TEXAS ROADHOUSE

8:37 a.m. Joe received an email from Waste Management reporting that garbage truck #2120-71 was leaking hydraulic fluid at 6815 Collier Boulevard.

9:10 a.m. Joe arrived on-site and observed the truck parked behind the Texas Roadhouse restaurant at 6815 Collier Boulevard, positioned near the dumpster and leaking hydraulic fluid. Joe also noted that Waste Management mechanic John Ellerbe was already working under the truck, having arrived at 9:00 a.m.

9:15 a.m. Joe approached the Waste Management driver, Chain Lee Gonzalez, to understand what happened. Gonzalez explained that while attempting to lift the dumpster, it stalled mid-air before suddenly dropping back down. He then noticed that the primary PTO hose had ruptured, causing significant hydraulic fluid leakage. Gonzalez immediately locked the valve to prevent further spillage.

9:23 a.m. Joe called Marcelo Menejias, the Waste Management Claims and Compliance Officer, to inform him of the hydraulic fluid leak. Marcelo stated he was on his way to the location.

9:30 a.m. Joe spoke with mechanic John Ellerbe, who confirmed that a hydraulic hose connected to the control valve had burst, resulting in the loss of approximately 10 gallons of hydraulic fluid. John was in the process of replacing the hose and planned to refill the lost hydraulic fluid.

9:45 a.m. Mechanic John Ellerbe completed the repairs and requested that Gonzalez test the lifting mechanism, which operated perfectly. John confirmed that the repairs were complete.

10:00 a.m. Marcelo arrived at the location and initiated the cleanup process.

10:20 a.m. Joe coordinated with Marcelo and cleared the driver to resume his route.

10:30 a.m. Joe observed that the spill did not contact any water or soil.

11:20 a.m. Joe met with Texas Roadhouse owner Deborah Davenport, informing her about the spill and explaining the next steps. Davenport expressed her satisfaction with the handling of the situation.

Top of Form

Bottom of Form

GOLDCOAST CT

10/28/24

• 12:00 pm. Joe received an email from customer service reporting that a Waste Management truck drove over a customer’s grass on Goldcoast Ct.
• 3:00 pm. Joe called the customer and left a voicemail stating he would visit the following day to assess the situation.

10/29/24

• 9:00 am. Joe called the customer again to confirm he would be visiting in the afternoon to inspect the lawn. The customer confirmed she would be available.
• 2:30 pm. Joe arrived at the property on Goldcoast Ct. upon inspection; Joe observed tire marks on the grass from multiple vehicles. After closely examining the tracks, Joe noted that the pattern was inconsistent with Waste Management tire marks. Joe then spoke directly with the customer, explaining his observations and indicating that the marks were unlikely from a Waste Management truck.
• 4:30 pm. Joe called Marcelo, Waste Management’s claims and compliance officer, to report the situation and left a voicemail requesting a callback.

10/30/24

• 9:23 am. Marcelo returned Joe’s call, confirming that the tire marks were not from a Waste Management truck

• 4:50 pm Based on this assessment, Joe concluded that Waste Management was not responsible for the lawn damage.

10/31/24

• 9:00 am. Joe called Phillies Tennis, the customer who file the complaint, to inform her that based on the evidence gathered; Waste Management was not responsible for the damage to the mailbox.

GOLDCOAST GRASS DAMAGE

ARTESIA

12:54 pm. Joe received an email from Customer Service stating that a property manager from the Artesia Community reported a Waste Management truck had leaked hydraulic fluid on three streets: Santiago Circle, Luciana Lane, and Ocean Drive.

1:30 pm. Joe arrived at Artesia Community and observed hydraulic fluid leaks on Santiago Circle, Luciana Lane, and Ocean Drive.

2:30 pm. Joe called Marcelo Magic, the Claims and Compliance Officer at Waste Management, but there was no response. Joe left a voicemail requesting a callback.

3:00 pm. After inspecting the area, Joe confirmed that the spilled liquid appeared to be hydraulic fluid.

3:05 pm. Joe drove through the community to check for additional leaks and found more on Redona Way and Kendari Terrace.

3:15 pm. Joe visited the office and spoke with the property manager, Brysen Russell, who stated that landscaping workers had observed the Waste Management truck leaking hydraulic fluid in the community. The manager also provided a map marking the locations of the leaks on Santiago Circle, Luciana Lane, and Ocean Drive. Brysen confirmed that he had authorized Waste Management to proceed with the clean-up

 ARTESIA SUMMARY 

Joe received a report from the Artesia Community property manager, Brysen Russ, about hydraulic fluid leaks on multiple streets caused by a Waste Management truck. Joe inspected the affected areas, confirmed the presence of hydraulic fluid, and identified additional leaks on two other streets. He attempted to contact Waste Management’s Claims and Compliance Officer, Marcelo Meneji, leaving a voicemail. Joe then met with Brysen, who confirmed the truck leak was witnessed by landscapers and authorized Waste Management to handle the cleanup.

NEW ARTESIA COMMUNITY SUMMARY

Joe received an email from customer service stating that Brysen Russ, the property manager of Artesia Community, reported that Waste Management truck leaked hydraulic fluid on several streets. After inspecting the affected areas, Joe confirmed the hydraulic fluid leaks and identified additional leaks on two more streets. Joe then attempted to reach Marcelo Meneji, the Claims and Compliance Officer at Waste Management, leaving a voicemail. Later, Joe met with Brysen, who confirmed that landscapers had observed the truck leak and authorized Waste Management to proceed with the cleanup.

LIQUID SPILL SHORT COMMENT

Joe received an email reporting that Waste Management truck number 314106 had spilled liquid across the streets of………………………………………………………………………………
Joe visited the site and observed the spill covering approximately 100 yards, from 1600 to 2100 Estero Boulevard…………………………………………………………………………………
Joe contacted Marcelo, the Waste Management claim and compliance officer, to inform him of the spill. Marcelo responded that he would arrive in a few hours to address the issue and begin the cleanup process

CATTLEROCK WAY MAILBOX DAMAGE

10:25 a.m. Joe received an email from Customer Service reporting that a customer, Florence Carter, stated that a Waste Management truck had hit her mailbox on Cottlerock Way in the Naples Lakes Community.

2:30 p.m. Joe arrived at 5090 Cattlerock Way in Naples Lakes Community and observed the mailbox was barely hanging on its stand. Joe immediately called Florence Carter, who explained that when she went outside to retrieve her cats, she noticed the mailbox had been damaged. She saw the Waste Management garbage truck passing by and asked the driver about the mailbox. He responded that he had not been the one who struck it.

3:05 p.m. Joe called Marcelo Manejias, the Claims and Compliance Officer at Waste Management, but received no answer. Joe left a voicemail requesting a callback.

3:25 p.m. Joe then called Ricardo Goycochea to request video footage of the recycle truck. No answer was received, so Joe left a voicemail requesting a callback.

3:45 p.m. After further inspection of the mailbox, Joe observed that the damage was not consistent with an impact from a Waste Management truck. There were no green or yellow paint marks on the mailbox, nor were there tire marks on the ground.

MONDAY SUMMARY CLOSING NO FURTHER ACTION

3050 THOMASON DR

The premier property management company has not responded despite multiple attempts to contact them. Additionally, John Nick Da Agustino has not returned calls, even though several voicemails were left on his phone A few weeks ago the dumpster was partially cleaned, trash has started piling up again, and residents are leaving garbage on the ground.

The issue seems to stem from a few community members renting out their properties as short-term rentals, such as Air bnb. These renters appear to be less concerned about maintaining the property. At this time, no further actions are required.

8027 Sorrento Lane:

Joe contacted the customer, Cynthia, to confirm whether Waste Management had collected her bulky items. She confirmed that the items were indeed collected and expressed satisfaction. As of now, no further action is required.

4420 Thomason Dr

Joe made a courtesy visit to 4420 Thomason Drive and spoke with the assistant manager, Tracy. Tracy stated that they are no longer experiencing issues with dumpster overload. Joe also observed that the dumpster area was clean. At this time, no further action is required.

3550 Mahogany Ridge Ave:

Joe contacted the customer to confirm whether Waste Management had picked up his yard waste. The customer confirmed that the debris has been collected. At this time, no further action is required.

3050 11th Ave SW:

Joe asked Marsha Knight to confirm whether the hurricane debris at 3050 11th Avenue Southwest had been collected by the cleanup crew. Marsha confirmed that the debris has been

118 JEEPERS AVE

Joe conducted a follow-up inspection at the property and spoke with the owner, who explained that the tenants were in the process of moving out and had placed unwanted items on the curb. Waste Management has since collected all the items. At this time, no further action is required.

21 Grouper Drive:

Joe visited the site to verify if Waste Management had cleaned up the driveway. He observed that the driveway was clean. At this time, no further action is required.

332 Pier A:

Joe visited the customer at her location and spoke with her directly. She explained that she had contacted customer service because she noticed a Waste Management truck spilling trash liquid in the community. Joe assured her that Waste Management would address the issue and that he would monitor the cleanup. Later, Joe followed up with the customer to inform her that Waste Management had cleaned up the area. The customer expressed her satisfaction with the resolution.

209 Pier D:

Waste Management has collected the 25 hurricane installation debris bags. At this time, no further action is required.

4409 Robin Avenue:

Trash carts have been delivered to the customer, who expressed satisfaction. At this time, no further action is required.

184 Gulfport Dr:

Joe, along with the neighbors, moved the items to the front of the house at 184 Gulfport Dr. At this moment, no further action is required.

4585 Lakewood Blvd:

Joe visited the location and observed that the hurricane debris had been collected by the hurricane cleanup crew. At this time, no further action is required.

595 Goldcoast Ct:

Joe called the customer and spoke with her directly, explaining that, unfortunately, Waste Management was not at fault. The customer acknowledged this.

107 Trinidad Street:

Joe called Comcast representative Mike Platt to inform him about the low-hanging wires and left a message for him.

Joe later called Mike to follow up and confirm if he had received the message. Mike confirmed that he had.

2216 Curtis Dr:

Joe visited the site and spoke with the customer, Eli Swetland, explaining that the hurricane cleanup crew would be at the location soon to pick up the yard waste. Joe assured the customer that he would monitor the situation.

3145 Peters Ave:

Joe called the customer as a follow-up to check if she had contacted FPL to request the collection of yard waste and debris. Since there was no answer, Joe left a voicemail requesting a call back?

7225 Bellining Way:

Joe called the customer to confirm if Waste Management had collected the mixed trash from the previous collection day. The customer confirmed that Waste Management had collected it. At this time, no further action is required.

2905 Karen Drive:

Joe called the customer, Spencer, and asked if the driver had repeated the same behavior. Bruce responded, “Not at all.”

6947 Marna Loa Ln:

Joe visited the location and observed that there were no spilled recycling items on the ground. He then called the customer, who confirmed that the Waste Management driver returned to pick up the items after she had reported the incident. At this time, no further action is required.

5090 Castlerock Way:

Joe received an email from customer service stating that Florence Carter reported a Waste Management truck had struck her mailbox at 1590 Castlerock Way in the Naples Lake community. Joe visited the site and observed the mailbox hanging loose on its stand. He immediately contacted the customer, Florence Carter, who explained that she noticed the mailbox was hit when she returned to pick up a card.

Joe then called Marcelo to inform him of the complaint. Marcelo stated that he would go to inspect the site. Two days later, after reviewing the video evidence, Marcelo concluded that Waste Management was responsible for the damage.

TUESDAY SUMMARY 

2216 CURTIS ST

Joe received an email from customer service stating that a customer, Florence, reported two neighbors, Eli and Jeff, who live on Curtis Street, have been dumping yard waste along the fence and in the street.

Joe visited the location and attempted to contact Florence but was unable to reach her. A voicemail was left informing her of the visit.

Additionally, Joe had previously spoken to Eli on Thursday and explained that dumping yard waste along the fence is considered illegal dumping. Eli acknowledged the explanation and understood the proper procedures.

Next steps include following up with Jeff to ensure he is also informed about proper disposal practices.

2650 AIRPORT RD S

Joe received an email from customer service regarding a report from Larry about ongoing issues with their dumpster. The dumpster is often full, and some tenants have been dumping mattresses and other items nearby, making it difficult for Waste Management to collect.

Joe spoke with a tenant, Elsa, who expressed frustration about tenants improperly disposing of various materials at the dumpster. Also, the owner of Larry’s Lunch Box mentioned preparing the dumpster’s surroundings for easy collection by Waste Management on Tuesday, ensuring space is freed up for his trash the following day. However, he also shared his frustration over how tenants are treating the dumpster.

Joe advised three tenants, Elsa of Baby Beauty Saloon, Lewis of Fast track and  Larry of Larry’s lunch box at a different location about the proper use of dumpsters.

4409 ROBBINS ST

Joe received an email from customer service stating that customer Patty Laura reported her trash cart wheels had been damaged by Waste Management drivers.

Joe visited the site and contacted Patty, who mentioned she was not at home but had left the cart outside. Joe replaced the wheels on the cart, resolving the issue. No further action is required.

ACIR LEACHATE LEAK REPORT

11:40 am. Joe received an email from customer service indicating that a customer, Veronica Leonard, reported a waste management truck leaking liquid on Van Buren Avenue.

12:40 pm. Joe arrived at Van Buren Avenue and observed fluid leaks running along the entire length of the street.

2:05 pm. Joe drove around the area to check for additional leaks but found none.

3:00 pm. After a thorough inspection, Joe concluded that the spilled liquid appeared to be leachate.

3:50 pm. Joe sent an email to the waste management route managers informing them about the spill.

November 19, 2024

3:43 pm. Later Daryll confirmed that truck number 212260 was responsible for the leak. He mentioned that the vehicle was under inspection and promised to provide further updates once the issue was identified.

SHORT SUMMARY

Joe received an email from customer service reporting that a waste management truck leaked liquid on Van Buren Avenue. Upon inspection, he observed leaks along the street, determined the liquid was likely leachate, and notified route managers.

The next day  Daryll confirmed truck 212260 caused the leak and mentioned that the vehicle was under inspection and promised to provide further updates once the issue was identified.

WEDNESDAY SHORT  SUMMARY

WEDNESDAY SHORT SUMMARY

21 GROUPER DR

Joe spoke with the customer and asked if Waste Management had cleaned up her driveway. She mentioned that they did a marvelous job and she was very satisfied. Waste Management also inquired if she had any bulky items she wanted to dispose of, but she said no and expressed her appreciation for the offer. She thanked Waste Management for their excellent services. No further actions are required

21 GROUPER DR CARTS MISPLACED

Joe spoke with the customer to check if she had experienced any further issues with Waste Management placing the carts on her driveway instead of their original location. She laughed and said that, this time, she’s no longer a victim. Everything is good now. No furher actions are required

332 PIER A

Joe made two courtesy visits to the customer’s home, but she was not available. He also called and left her a voicemail regarding the Waste Management spill in her community. However, she has not returned the call. No further action is required at this time.

2216 CURTIS ST

Waste Management has collected the yard waste near the fence, and no further action is needed.

3248 PETERS ST

Joe made a courtesy visit and spoke with Rachel, who shared that she had contacted FPL and spoken to their representatives but did not receive much help. Eventually, she reached out to a top FPL official, Tom, who explained that FPL contracts with residents and customers state that if FPL cuts trees, the property owner is responsible for collecting any debris that falls on their property.

Rachel further explained that, based on this clarification, her husband collected all the FPL-related debris in the neighborhood. He then contacted Waste Management, who informed him that they would only pick up the debris when they are in the neighborhood as part of their regular schedule.

THURSDAY SUMMRY

3050 THOMASON DR

The premier property management company has not responded despite multiple attempts to contact them. Additionally, John Nick Da Agustino has not returned calls, even though several voicemails were left on his phone A few weeks ago the dumpster was partially cleaned, trash has started piling up again, and residents are leaving garbage on the ground.

The issue seems to stem from a few community members renting out their properties as short-term rentals, such as Air bnb. These renters appear to be less concerned about maintaining the property. At this time, no further actions are required.

3550 Mahogany Ridge Ave:

Joe contacted the customer to confirm whether Waste Management had picked up his yard waste. The customer confirmed that the debris has been collected. At this time, no further action is required.

118 JEEPERS AVE

Joe conducted a follow-up inspection at the property and spoke with the owner, who explained that the tenants were in the process of moving out and had placed unwanted items on the curb. Waste Management has since collected all the items. At this time, no further action is required.

21 Grouper Drive:

Joe visited the site to verify if Waste Management had cleaned up the driveway. He observed that the driveway was clean. At this time, no further action is required

184 Gulfport Dr:

Joe, along with the neighbors, moved the items to the front of the house at 184 Gulfport Dr. At this moment, no further action is required.

595 Goldcoast Ct:

Joe called the customer and spoke with her directly, explaining that, unfortunately, Waste Management was not at fault. The customer acknowledged this.

107 Trinidad Street:

Joe called Comcast representative Mike Platt to inform him about the low-hanging wires and left a message for him.

Joe later called Mike to follow up and confirm if he had received the message. Mike confirmed that he had.

2216 Curtis Dr:

Joe visited the site and spoke with the customer, Eli Swetland, explaining that the hurricane cleanup crew would be at the location soon to pick up the yard waste. Joe assured the customer that he would monitor the situation.

7225 Bellining Way:

Joe called the customer to confirm if Waste Management had collected the mixed trash from the previous collection day. The customer confirmed that Waste Management had collected it. At this time, no further action is required.

2905 Karen Drive:

Joe called the customer, Spencer, and asked if the driver had repeated the same behavior. Bruce responded, “Not at all.”

6947 Marna Loa Ln:

Joe visited the location and observed that there were no spilled recycling items on the ground. He then called the customer, who confirmed that the Waste Management driver returned to pick up the items after she had reported the incident. At this time, no further action is required.

FOLLOW-UP INSPECTION

Joe conducted a follow-up inspection at 228 Forest Glen Drive to assess the hydraulic leak stain on the street. Joe observed that the stain are no longer visible. The stain are gone

. Joe conducted a follow-up site inspection at 228 Fox Glen Dr to assess the hydraulic leak stains on the street. He observed that the marks remained visible and walked the entire length of the affected area to ensure a thorough evaluation. After careful examination, it was clear that the stains had not fully disappeared.

Joe conducted a follow-up site inspection at 228 Fox Glen Dr to assess the hydraulic leak stains on the street. He observed that the marks remained visible and walked the entire length of the affected area to ensure a thorough evaluation. After careful examination, it was clear that the stains had not fully disappeared.

FOLLOW UP INSPECTION

FOLLOW-UP INSPECTIONS

Joe conducted a follow-up inspection on Van Buren Avenue to assess the leachate leak stain on the street. Upon observation, Joe noted that the marks were no longer visible. Joe drove the entire length of the street, and after a thorough evaluation, confirmed that the leachate stains were no longer present.

Joe conducted a follow-up inspection on Van Buren Avenue to assess the hydraulic leak stains caused by a Waste Management truck. After a thorough evaluation, including driving along the entire length of the street, Joe confirmed that the stains were no longer visible.

Joe conducted a follow-up inspection at 4670 Manchester Street to assess the coolant leak stains. Joe observed that the stains are still present and remain clearly visible. After thoroughly evaluating and inspecting the area, Joe confirmed that the stains have not been removed.

Joe conducted a follow-up inspection at 2617 Strawberry Street to assess whether the stains on the street were still present. Joe drove along the entire street and observed that the stains remain visible. Joe can confirm that the stains have not yet been removed.

Joe conducted a follow-up inspection at 456 Carlton Street to assess the hydraulic stains on the roadway. Joe observed that the stains were still visible. Joe proceeded to drive along the entire street to examine the extent of the issue. After a thorough evaluation, Joe confirmed that the stains remain present on the street.

TREE TRUNK PICK-UP

Joe received an email from customer service reporting that a customer, Skip Riffle, mentioned a 16-17 ft tree trunk on the street at Cope Lane, which had fallen due to Hurricane Milton. Joe visited the location, observed the tree trunk, and took a photo, which he sent to his supervisor, Natalie, for further instructions. Joe is currently awaiting her response.

EMAIL GPS DATA

Hi Natalie,

I just wanted to inform you that I received the GPS data from Waste Management and meticulously retraced every step of truck 212-260. After thoroughly monitoring its route, I did

Hi Natalie,

I wanted to let you know that I received the GPS data from Waste Management and carefully reviewed every step of truck 212-260’s route. After a detailed inspection, I found no signs of any leaks throughout the entire monitoring process.

Hi Natalie,

I wanted to update you that I’ve received the GPS data from Waste Management and reviewed every step of truck 212-260’s route. After a thorough check, I didn’t find any evidence of a leak along the way.

TOMORROW COMMENT

Hi Matt,

I’ve noticed Hurricane Milton debris at the following locations:

1. 1120 Silver Sands Avenue
2. 2050 Winterview Street
3. 2084 Winterview Street
4. 2025 47th Avenue NE
5. 2744 Arbutus Way

Please refer to the attached photo for more details.

Hello Jeremy,

Please review the attached picture in the email and determine if this construction debris should be added to the Waste Management collection

A customer reported that her neighbor placed Hurricane Milton debris in front of 2744 Arbutus Avenue. Joe visited the location to verify the complaint and observed construction debris at the curbside. He spoke with Sharon, who confirmed that the construction debris was a result of Hurricane Milton. Joe informed her that he would consult with his superiors to determine if the debris qualifies for collection and would follow up with her regarding the outcome.

Hi Matt,

Here are a few locations where I’ve noticed Hurricane Milton debris:

• [List the locations, e.g., 1470 Silver Sands Avenue, etc.]

• Please refer to the attached photo for more details.

Please let me know if you need additional details or assistance.

FOLLOW UP INSPECTION

Joe conducted a follow-up inspection at Heritage Green Community to assess the leachate leak stain on the street. Upon observation, Joe noted that the marks were no longer visible. Joe drove through out the entire community and after a thorough evaluation, confirmed that the leachate stains were no longer present.

2 FOLLOW UP

Joe conducted a follow-up inspection at Heritage Green Community to assess the leachate leak stain on the streets. Upon observation, Joe noted that the marks were no longer visible. Joe drove the entire community and after a thorough evaluation, confirmed that the leachate stains were no longer present.

Joe conducted a follow-up inspection at the Heritage Green Community to assess the leachate leak stain. Upon observation, he noted that the marks were no longer visible. Joe thoroughly evaluated the entire community, driving through the area, and confirmed that the leachate stains were no longer present.

MAILBOX

2:46 PM: Joe received an email from Waste Management stating that truck number 106673 struck the mailbox at 6172 Woodstone Dr.

3:09 PM: Joe arrived at 6172 Woodstone Dr and observed that the mailbox had been hit, with some parts lying on the ground.

3:15 PM: Joe spoke with Mitch Novak, a tenant who was moving into the house. Mitch stated that he did not witness the incident but mentioned that his neighbor, Alan Mclaughlin, had seen what happened. Joe then spoke with Alan, who explained that when the driver lifted the cart, he did not lower it before moving to the next house, causing the cart to strike the mailbox.

3:40 PM: Joe called Marcelo Menejias, the Waste Management Claims and Compliance Officer, to report the situation. Marcelo stated he would review the report and decide on the next steps.

4:00 PM: Joe inspected the area around the mailbox to check for any additional damage but found none.

4:05 PM: Joe contacted the homeowner to inform her about the situation and the damaged mailbox. The homeowner stated that she would like Waste Management to repair the mailbox, as required by the Woodstone Estate Association.

MAILBOX SUMMARY

Joe received an email from Waste Management reporting that truck #106673 had struck a mailbox at 6172 Woodstone Dr. Upon visiting the site, Joe observed that the mailbox was hanging from its stand and learned from a witness, Alan McGregor, that the driver had failed to lower the cart, which caused the incident. Joe reported the situation to Marcelo Magic, Waste Management’s Claims and Compliance Officer, who stated he would wait for the official report before determining next steps. After inspecting the area and finding no additional damage, Joe contacted the homeowner, Mary Linhard who requested that Waste Management repair the mailbox as required by the Woodstone Estate Association.

WEDNESDAY SHOET SUMMARY

Joe attempted to contact the customer to follow up on any potential issues with the yard waste. However, there was no response, so Joe left a voicemail requesting a call back.

Joe contacted the customer at 256 Meadowack Circle to check if there were any issues. The customer stated that Waste Management had collected the yard waste the following day and expressed gratitude for their services.

Joe reached out to the customer at 7225 Billini Way to confirm if Waste Management had collected the trash on the next scheduled service day. The customer confirmed that the trash was collected and expressed satisfaction with the service.

Joe contacted the customer at 2509 Karen Dr to check if there were any further issues. The customer responded that everything has been going well and they are satisfied with the service.

Joe conducted a follow-up inspection at 251 Price Street and observed that the hurricane debris had been collected by the cleanup crews. No further action is needed.

Joe conducted a follow-up inspection at 1115 Central Dr and confirmed that the hurricane debris had been cleared. No further action is required.

Joe contacted the customer at 2905 Karen Dr to check if there were any ongoing issues with trash carts being placed in the middle of the driveway. There was no response, so Joe left a voicemail and plans to follow up later.

Joe conducted a follow-up inspection at 2188 Frederick St and confirmed that the hurricane debris had been collected. No further action is needed.

Joe contacted the customer, Rogers, at 14338 Manchester Dr to inform him that the smaller 35-gallon trash can is currently unavailable. Joe assured Rogers that as soon as the trash can becomes available, he will notify him and arrange for immediate delivery.

Joe contacted the customer at 5950 Cope Ln to explain that, according to FEMA regulations, Cope Lane is classified as a private road, and FEMA cannot operate on private roads. Additionally, Waste Management is unable to pick up large tree trunks of that size as they exceed their handling capacity. Joe advised that the only option is to cut the trunk into smaller pieces for Waste Management to collect. The customer acknowledged and understood the message.

Joe delivered the new trash cart to the customer at 7793 Hawthorne Dr and collected the old trash cart. No further action is required.

Joe called the customer at 4830 Devon Circle to confirm if she had purchased the trash cart from Waste Management. She confirmed that she had. No further action is required.

Joe called the customer at 2025 47th Ave to confirm if the hurricane debris had been collected. The customer confirmed that the debris had been picked up. No further action is required.

Joe emailed Waste Management’s front load route manager, Darrell De Francisco, requesting to shift the pickup time at 2000 Unity Way from 5:00 a.m. to after 6:00 a.m. This change is to accommodate a customer who has been complaining about being disturbed in the morning by the noise from the dumpster.

Joe visited the location at 6048 Town Center Circle and knocked on the door, but there was no response. However, he noticed that the water department had installed a new RPZ water meter on the property. Joe will follow up and recheck later.

Joe conducted a follow-up visit to check if the hurricane debris had been collected at 3148 Peters Ave. He observed that the debris was no longer at the curbside. No further action is required.

Joe conducted a follow-up inspection at 3275 Bayshore Dr and observed that the dumpster enclosure has been repaired. No further action is required.

Joe conducted a follow-up visit to 571 Airport Rd and observed that the area around the dumpster was clean and tidy. Additionally, Waste Management had collected the overload and garbage on the ground. No further action is required.

Joe conducted a follow-up visit to 571 Airport Rd and observed that the area around the dumpster was clean and tidy. Waste Management had collected the overload and garbage on the ground. No further action is required.

Joe conducted a follow-up visit to 2477 Arbutus St and observed that the construction debris placed on the curbside has not been collected.

Subject: Request to Reschedule Pickup Time at 2000 Unity Way
Dear Darrell,
I hope you’re doing well. I would like to request that the pickup time for 2000 Unity Way be rescheduled to after 6:00 a.m. to accommodate a customer who has been experiencing disturbances in the morning due to noise from the dumpster.
Please let me know if this adjustment is possible.
Thank you for your attention to this matter.
Best regards,

ROAD MAINTENANCE

Subject: Request for Road Maintenance – Street Sign Repair at 107 Trinidad Street
Natalie,
Please use the service request number 365173 and the attached report to request road maintenance for the repair of the street sign at 107 Trinidad Street, Marco Island.
Thank you for your assistance.
Best regards,
[Your Name]

[Your Name]

THURSDAY SHORT SUMMARY

Joe attempted to contact the customer again to check for any issues, but the call went directly to voicemail. No further action is needed.

Joe emailed Supervisor Nelly to request the customer’s phone number.

Joe attempted to contact the customer again but received no response. He left a voicemail requesting a callback. No further action is needed.

Joe visited 1:07 Trinidad Street and observed that Comcast had fixed the wiring. However, the street signs had not been reinstalled and were no longer on the ground.

Joe visited the customer and spoke with them directly. The customer mentioned noticing an improvement over the past two collections.

Joe spoke with the customer, who stated that the driver’s behavior has slightly improved. Additionally, the customer has a broken trash cart that needs to be replaced with a new one.

Joe conducted a follow-up inspection at the location and observed that the dumpster was clean and its surroundings were tidy.

Joe spoke with the customer at 59-50 Cope Lane and explained that, as Cope Lane is a private street, FEMA cannot operate there. Additionally, Waste Management cannot collect the large tree trunk unless it is cut into smaller pieces. The customer responded that they do not have the tools to cut the tree into smaller sections.

Joe called the customer to explain that the construction debris on the curbside is considered illegal dumping, and they are responsible for its proper disposal.

Joe called the customer, who reported that the early morning dumpster pickups were disrupting his sleep. Joe explained that he is working to adjust the pickup time, and the customer acknowledged the explanation.

Joe visited the location for a follow-up inspection but was unable to speak with the property owner. However, he observed that work was being done on the dumpster enclosure.

Subject: Request to Change Dumpster Pickup Time at 2000 Unity Way

Hi John,

I hope you’re doing well. Could you please adjust the dumpster pickup time at 2000 Unity Way to after 6:00 a.m.? The current pickup time is causing some disruption, and a later time would be appreciated.

Thanks for your help!

Best regards,
[Your Name]

Subject: Request for Road Maintenance – Broken Street Sign at Capri Boulevard

Hi Nelly,

Please use service request numbers 3, 4, 5, 6, and 2, along with the attached report, to request road maintenance for the installation of the broken street sign at Capri Boulevard.

Let me know if you need anything else.

Best regards,
[Your Name]

DRIVEWAY

Joe investigated a claim from Leon that a Waste Management truck damaged his driveway at 4701 15th Ave SW. During his initial inspection, Joe found tire marks but no definitive evidence linking them to a Waste Management vehicle. Route Manager Richards Goycoth also concluded the marks did not match their trucks. Joe informed Marcelo about the complaint and submitted a report to Supervisor Natalie, who recommended meeting with Leon again before closing the service request. When Joe met with Leon again, Leon presented photographic evidence showing a Waste Management truck backing onto the driveway.

BARRETT AVE MAILBOX

Joe received an email from Waste Management reporting that truck #105207 had struck a mailbox at 3185 Barrett Ave. Upon visiting the site, Joe observed that the mailbox was lying on the ground. Joe called Marcelo Menejias, Waste Management’s Claims and Compliance Officer, who stated he would wait for the official report before determining next steps. After inspecting the area and finding no additional damage, Joe contacted the homeowner, who requested that Waste Management repair the mailbox.

3:51 PM: Joe received an email from Waste Management stating that truck number 105207 struck the mailbox at 3185 Barrett Ave

December 10, 2024

9:15 AM: Joe arrived at 3185 Barrett Ave and observed that the mailbox had been hit, and lying on the ground

9:30 AM: Joe spoke with the homeowner, Joyce Aryee who was stated that   she did not witness the incident but mentioned that as she returmed to pick up the cart when she observed the mailbox on the ground.

9:50 PM: Joe called Marcelo Menejias, the Waste Management Claims and Compliance Officer, to report the situation but there was no answer. Joe left a voicemail requesting a call back

4:00 PM: Joe inspected the area around the mailbox to check for any additional damage but found none.

4:05 PM: The homeowner stated that she would like Waste Management to repair.

BARRETT MAILBOX 2

Joe received an email from Waste Management stating that truck #105207 had collided with a mailbox at 3185 Barrett Ave. When Joe visited the site, he observed the mailbox on the ground. He then contacted Marcelo Menejias, Waste Management’s Claims and Compliance Officer, who indicated he would wait for the official report before deciding on next steps. After inspecting the area and finding no further damage, Joe reached out to the homeowner, who requested that Waste Management handle the mailbox repair.

3:51 PM: Joe received an email from Waste Management reporting that truck #105207 had struck the mailbox at 3185 Barrett Ave.

9:15 AM: Joe arrived at 3185 Barrett Ave and observed that the mailbox had been knocked over and was lying on the ground.

9:30 AM: Joe spoke with the homeowner, Joyce Aryee, who stated that she had not witnessed the incident but noticed the mailbox on the ground when she returned to retrieve the cart.

9:50 AM: Joe attempted to contact Marcelo Menejias, Waste Management’s Claims and Compliance Officer, to report the situation. There was no answer, so Joe left a voicemail requesting a callback.

4:00 PM: Joe inspected the area around the mailbox for additional damage but found none.

4:05 PM: The homeowner expressed that she would like Waste Management to repair the mailbox.

BARRETT MAILBOX 3

3:51 PM: Joe received an email from Waste Management reporting that truck #105207 had struck the mailbox at 3185 Barrett Ave.

9:15 AM: Joe arrived at 3185 Barrett Ave and observed that the mailbox had been knocked over and was lying on the ground.

9:30 AM: Joe spoke with the homeowner, Joyce Aryee, who stated that she had not witnessed the incident but noticed the mailbox on the ground when she returned to retrieve the cart.

9:50 AM: Joe attempted to contact Marcelo Menejias, Waste Management’s Claims and Compliance Officer, to report the situation. There was no answer, so Joe left a voicemail requesting a callback.

10:03 PM: Joe inspected the area around the mailbox for additional damage but found none.

10:45 PM: The homeowner expressed that she would like Waste Management to repair the mailbox.

4L15 pm. Joe revisited the location and had a direct conversation with the homeowner. During the discussion, Joe  explained the repair process, and she expressed her preference for Waste Management to handle the mailbox repair.

BARRETT MAIL SHORT NOTE

Joe received an email from Waste Management reporting that truck #105207 had struck a mailbox at 3185 Barrett Ave. Upon visiting the site, Joe observed the mailbox lying on the ground. He then contacted Marcelo Menejias, Waste Management’s Claims and Compliance Officer, who stated he would  be visiting the site to assess it. After inspecting the area and confirming there was no additional damage, Joe spoke with the homeowner, who requested that Waste Management take responsibility for repairing the mailbox.

MAILBOX

Joe received an email from Waste Management reporting that truck #105207 had hit a mailbox at 3185 Barrett Ave.  Joe observed the mailbox on the ground. Joe contacted Marcelo Menejias, Waste Management’s Claims and Compliance Officer, who informed him that he would visit the site to conduct an assessment. After inspecting the area and confirming no additional damage, Joe discussed the matter with the homeowner, who requested that Waste Management take responsibility for repairing the mailbox.

NEWMEW

Joe received a report via email from Waste Management regarding truck number 314466 leaking coolant at the Whistler Cove apartment complex. Upon arrival at Whistler Cove, Joe observed a Waste Management truck parked in front of the dumpster. When he approached the driver, the driver explained that he noticed coolant dripping after parking and had already called for assistance.

Joe immediately contacted Marcelo, the Claims and Compliance Officer, to inform him about the incident. Marcelo mentioned he was en route to the site. Joe then reached out to mechanic Michael Bell to assess the issue. Michael confirmed that the coolant leak was originating from the engine, and the vehicle would need to be towed to the shop for repairs

TUESDAY MORNING DEC 17

Joe received an email from customer service stating that a property manager at Enchanted Acres reported a resident at 109 Enchanting Blvd was using irrigation during prohibited hours and even had it on at the time of reporting.

Joe visited the location three days ago and observed the resident, Dave Steele, holding a water hose and watering his plants. Joe immediately approached Dave to advise him to water responsibly to avoid impacting neighbors. Dave acknowledged the guidance.

At that time, Dave was not in violation. However, Joe returned to the location later, knocked on Dave’s door, and provided him with educational materials, including booklets highlighting irrigation guidelines and allowed watering times.

Joe received an email from Supervisor Natalie Portugal regarding a trash bag left at 2464 Andrew Drive. Joe visited the site to address the situation and check if the trash was still at the curbside. He spoke with the homeowner, Don, about the trash bags in front of his house.

Upon inspection, Joe determined that the bags contained C&D (construction and demolition) materials. He informed Don that C&D materials cannot be collected by Waste Management. Don responded that he would take the bags to the landfill on Saturday.

Joe received an email from Supervisor Natalie Portugal about a trash bag at 2464 Andrew Drive. He visited the location and spoke with the homeowner, Don, regarding the issue. Upon inspection, Joe found that the bags contained C&D (construction and demolition) materials. He explained to Don that Waste Management cannot collect these items. Don agreed to take the materials to the landfill on Saturday.

Incident Report Summary

• 11:54 p.m.: Joe received an email from Waste Management reporting that truck #105207 was leaking fluid in the Guadiato Courts area of the Village Walk community. Upon arrival at 3723 Guadiato Court, Joe observed the truck parked with the driver and Alex, the acting WM Recycle Manager.
• 12:45 p.m.: Joe spoke with the driver, Jose, who stated that the spill likely resulted from paint being compressed in the garbage, causing it to drip onto the street.
• 12:54 p.m.: Joe contacted Marcelo Menjias, the Claims and Compliance Officer, to report the spill. Marcelo confirmed he was en route to the site and instructed that the truck should be released to proceed to the landfill and then to the shop.
• 12:57 p.m.: Joe released the truck to continue its route to the landfill and subsequently to the shop.
• 2:30 p.m.: After inspecting the affected area, Joe confirmed that the substance spilled appeared to be paint.
• 3:00 p.m.: Joe conducted a drive-through inspection of the Village Walk community and identified spills on two additional streets. The spills were not in contact with water or soil.
• 3:30 p.m.: Joe visited the property management office and spoke with Property Manager John, who authorized Waste Management to proceed with the cleanup.

SUMMARY

Joe received a report from Waste Management about truck #105207 leaking fluid in the Village Walk community. Upon arriving at 3723 Guadiato Court, he found the truck with the driver, Jose, and acting WM Recycle Manager, Alex. Jose explained the spill was likely caused by paint leaking during garbage compression. Joe reported the spill to Claims and Compliance Officer Marcelo Menjias, who instructed him to release the truck to the landfill and then the shop. After inspecting the area, Joe confirmed the spill was paint and identified two additional affected streets without water or soil contamination. Later, the property manager authorized Waste Management to proceed with the cleanup.

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ARTESIA SPILL

10:09 am. Joe received an email from Waste Management about truck # 105352 leaking fluid in the Artesia community at 1534 Marton Ct.

!0:30 am Joe arrived at Marton Ct and observed Waste Management truck parked at 1534 Marton with the driver, Jorge Rodriguez and Waste Management route manager Michael Rosenberg  waiting

10:40 am. Joe spoke with the driver, Jorge, who mentioned that the leak was likely coming from the truck’s grabber. Upon noticing the leak, Jorge immediately stopped the truck and informed the Waste Management office. He was then told that a mechanic was being dispatched to repair the issue.

10:50 am. Joe then contacted Marcelo, the Claims and Compliance Officer, to inform him about the situation. Marcelo confirmed that he was on his way to the site.

EMAIL TO LEAVE EARLY

Subject: Request for Early Leave on December 24th

Dear Supervisor Marvin,

I hope this message finds you well. I am writing to request your approval to leave work an hour early, at 4:00 PM instead of my usual 5:00 PM, on December 24th. I have a doctor’s appointment scheduled for that evening, and this adjustment would ensure I can arrive on time.

I will make sure all my responsibilities for the day are completed or appropriately handed off before leaving. Please let me know if there are any concerns or if you would like me to make alternative arrangements.

Thank you for your understanding and support.

Best regards,
[Your Full Name]
[Your Position]