Quick Comment-Emails- Report
CARTS/MISSED/DRIVEWAY/YARD WASTE/
The customer reported that their……………………………………………………………..
Joe visited the customer’s house to verify the complaint and to check if…………..
Joe spoke directly with the customer, who confirmed that……………………………..
Joe explained the ….process and assured the customer that he would monitor the situation……………………………………………………………………………………………..
Joe also contacted WM…… by phone and followed up with an email, requesting that…..
The customer reported that their………………………………………………………………………..
Joe visited the customer’s house to address her complaint and to check if………………………
Joe knocked on the door but received no answer……………………………………………………
Joe also tried calling the customer but got no response…………………………………………….
Joe then contacted WM manager…… to inform him of the ………….and followed up with an email, requesting that the……………………………………………………………………………………
The customer reported that their……………………………………………………………………
Joe called the customer and spoke directly with the customer, who confirmed that……..
Joe explained the ….process and assured the customer that he would monitor the situation……………………………………………………………………………………………..
Joe also contacted WM… by phone and followed up with an email, requesting that…..
The customer called and stated that…………………………………………………………………..
Joe called the customer but no response……………………………………………………………
Joe will try again later…………………………………………………………………………………………
The customer called and stated that………………………………………………………………………
Due to time constraints Joe will continue the following day…………………………………………
WATER PUD/PROPERTY DAMAGE/SPILLS
QUICK COMMENT
Water PUD
Joe received an email indicating that the customer had tampered with the water line meter RPZ. Joe contacted the customer to ask if they had recently worked on the water pipeline on their property or hired a plumber to do so. The customer replied that they couldn’t recall.
Joe explained that only the water department is authorized to work on the water line and advised the customer to reach out to water department directly in the future. He also informed the customer that, due to the changes made to the water line, the water department would return to install a new device, and charges may apply. Additionally, the customer may need to hire a plumber to reconnect it.
Joe emphasized that, going forward, the customer must notify the water department before making any changes to the water line.
Property Damage
Joe received an email reporting that Waste Management truck 314250 had damaged the ………. …………………………………………………………………………………………………….
Joe visited the site and confirmed the damage to the ……………………………………………
Joe then contacted Marcelo, the Waste Management claim and compliance officer, to inform him of the situation. Marcelo responded that he would arrive within a few hours to inspect the damage and begin repair work.
Liquid Spilled
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
To: Route Managers; alopezm1@wm.com,afleites@wm.com,rnunezr@wm.com,rgoycoch@wm.com,spantin@wm.com,ddfranc@wm.com,cferna13@wm.com,emedal1@wm.com,mcarril4@wm.com
CC: Natalie
Subject: 990 Coconut Circle E Service Request 353664
Good Morning/Afternoon
Please HOC for Monday August 19, 2024. The customer stated trash truck placed her cart back down at a different location than where it was originally placed.
Can you please ask the driver the driver to place the cart back in the same location where he collected it?
Please HOC this address 990 Coconut Circle E, for the next two trash collections.
Please add before and after pictures
Thank you
To: Route Managers; alopezm1@wm.com,afleites@wm.com,rnunezr@wm.com,rgoycoch@wm.com,spantin@wm.com,ddfranc@wm.com,cferna13@wm.com,emedal1@wm.com,mcarril4@wm.com
CC: Natalie
Subject: 990 Coconut Circle E Service Request 353664
Good Morning/Afternoon
The customer addressed that waste management truck drivers were dumping liquid into a storm drain around 12:30 pm on 08/20/24
Can you please verify and found out what really happen at 4530 Botanical Place Cir
Please provide before and after pictures
Thank you
To: Routehas Managers; alopezm1@wm.com,afleites@wm.com,rnunezr@wm.com,rgoycoch@wm.com,spantin@wm.com,ddfranc@wm.com,cferna13@wm.com,emedal1@wm.com,mcarril4@wm.com
CC: Natalie/Jeremy
Subject: 990 Coconut Circle E-Service Request 353664
Good Morning/Afternoon
The customer advised that her trash has been getting missed for about a month
Please HOC this for the next two trash collections on Monday at 3034 Juniper Way starting Monday 26, 2024
Please provide before and after pictures
To: Roon Mondayute Managers; alopezm1@wm.com,afleites@wm.com,rnunezr@wm.com,rgoycoch@wm.com,spantin@wm.com,ddfranc@wm.com,cferna13@wm.com,emedal1@wm.com,mcarril4@wm.com
CC: Natalie
Subject: 990 Coconut Circle E-Service Request 353664
Good Morning/Afternoon
The customer advised that her trash has been getting missed for the past 3 Mondays
She has the trash cart out today Please go back for collection today and after pictures
In addition, please HOC this for the next two trash collection on Monday 26, 2024
Please provide before and after pictures
To: Route Managers; alopezm1@stated wm.com,afleites@wm.com,rnunezr@wm.com,rgoycoch@wm.com,spantin@wm.com,ddfranc@wm.com,cferna13@wm.com,emedal1@wm.com,mcarril4@wm.com
CC: Natalie
Subject: 990 Coconut Circle E-Service Request 353664
Good Morning/Afternoon
Please HOC for Monday 19 2024. The customer stated trash truck placed her cart back down at a different location than where it was originally placed
Can you please ask the drivers to place the cart back in the same location he collected it
Please HOC this address 990 Coconut Cir E for the next two trash collections
Subject: Hydraulic Fluid Leak
Address: 7800 Umberto Ct
Request #: 353805
Investigator: (Joe)
Contact #: 239-398-3920
PUBLIC UTILITIES
ADMINISTRATOR CRITICAL INFORMATION REPORT
Date: 8/29/24
Specifics of Event:
At 10:46 a.m., Gonzalez and Joe received an email from Waste Management stating that recycling truck number 105950 had leaked hydraulic fluid on Verona Walk Circle.
At 10:56 a.m., Gonzalez arrived at the location and observed the Waste Management recycling truck parked on the side of the street at the corner of Verona Walk Circle and 7800 Umberto Ct. Gonzalez spoke with the driver, Eastman, who stated that the truck did not leak hydraulic fluid while driving, but only after he parked to drink water. At that point, he noticed the truck wasn’t functioning properly, got out, and discovered a leak underneath. Gonzalez advised him to call a mechanic.
At 12:09 p.m., the driver called Gonzalez to report that Waste Management mechanic William Arvada had inspected the truck and determined the leak was coming from the main valve, which he was able to fix on site. Gonzalez informed the driver that he could resume his route.
Subject: Hydraulic Fluid Leak
Address: 3922 Prospect
Request #: 353805
Investigator: (Joe)
Contact #: 239-398-3920
PUBLIC UTILITIES
ADMINISTRATOR CRITICAL INFORMATION REPORT
Date: 8/29/24
Specifics of Event:
At 11:24 a.m., Investigator John received a notification from Christiana, a WM dispatcher, that truck number 202-257 had broken down on Prospect Avenue due to a hydraulic leak. John contacted WM compliance inspector Marcelo, who informed him he was on his way to the location and that the truck was near Carina Park.
At 11:39 a.m., John arrived at the scene and observed truck number 202-257 parked in the Carina Park parking lot, near the dumpster area. Spill control litter had already been spread over the affected area. WM front load manager Darrell, the driver Alvarez, and a mechanic were all present. Darrell explained that the issue was a hydraulic line running from the back to the front of the truck, which was leaking at the rear only when the driver applied the brakes. He also stated that the truck would need to be repaired at the shop.
By 11:45 a.m., the hose was no longer leaking, and a cloth was tied around it to prevent further leakage during the drive back to the shop. The truck was cleared to return to the shop.
John continued his investigation, backtracking the route to determine where the spill started. The spill appeared to have begun at 3868 Prospect Avenue and ended at 3405 Prospect Avenue. There was no contact with soil or stormwater drains, and approximately one gallon of hydraulic fluid had spilled on the ground.
Subject: Coolant Fluid Leak
Address: 2567 Shamrock Circle
Request #: 353805
Investigator: (Joe)
Contact #: 239-398-3920
PUBLIC UTILITIES
ADMINISTRATOR CRITICAL INFORMATION REPORT
Date: 8/29/24
Specifics of Event:
At 8:49 a.m., Joe received an email from WM reporting that garbage truck number 105209 was leaking coolant at 8931 Shamrock Circle.
At 9:22 a.m., Joe arrived at the location and observed the WM truck parked in front of 8931 Shamrock Circle, as well as another WM truck parked in front of 31 Channel Circle, both leaking coolant. Joe contacted Angel, the trash route manager, to request GPS information for truck number 105209.
Joe then called Marcelo, WM’s claims and compliance officer, to inform him of the spill. Marcelo said he would arrive in two hours to clean it up.
At 9:30 a.m., mechanic William Alvarado arrived on-site, inspected the truck, and identified the leak as coming from the cap heater hose. He stated he would repair it on location.
At 10:00 a.m., Joe observed that the spill had not made contact with water or soil. Mechanic William Alvarado confirmed that the truck had leaked four gallons of coolant fluid and completed the repair.
At 10:22 a.m., Joe inspected the truck for any further leaks and cleared it to continue its route. After receiving the truck’s GPS data, Joe backtracked the spill and determined it started at 8609 Shamrock Circle and ended at 8931 Shamrock Circle.
At 2:30 p.m., Joe called the resort manager, who referred him to Michelle, the property manager of Mustang Island. Unable to reach her, Joe left a voicemail informing her of the spill in the community and that cleanup efforts were underway.
At 4:42 p.m., Joe forwarded the report to all route managers at WM and sent a copy to supervisor Nathan.
Subject: Property Damage Pole Gate
Address: 5084 Imperial Golf Course
Request #: 353805
Investigator: (Joe)
Contact #: 239-398-3920
PUBLIC UTILITIES
ADMINISTRATOR CRITICAL INFORMATION REPORT
Date: 8/29/24
Specifics of Event:
At 1:23 p.m., Joe received an email from Waste Management reporting that WM truck number 156732 had struck a pole at the entrance of Marshall Golf Course.
At 2:21 p.m., Joe arrived at the scene and observed that the entrance gate was damaged and tilted. He called WM claims and compliance investigator Marcelo to inform him of the incident, and Marcelo said he was on his way.
At 2:35 p.m., Marcelo arrived and repaired the gate, restoring it to proper working order.
At 3:01 p.m., Joe called Erin Hudson from Compass Rose Property Management and left a voicemail.
On June 12, 2024, at 11:45 a.m., Joe called Erin again and left a message stating that the repairs had been completed and asked if she had received the earlier message or email.
Corrective Action Response:
WM has taken responsibility for the damage and completed the necessary repairs.
Subject: Property Damage Mailbox
Address: 3456 JuventusCt
Request #: 353805
Investigator: (Joe)
Contact #: 239-398-3920
PUBLIC UTILITIES
ADMINISTRATOR CRITICAL INFORMATION REPORT
Date: 8/29/24
Specifics of Event:
At 11:00 a.m., Investigator Joe received a service request from Waste Management stating that a customer, Bill Molly (239-272-222), reported that his washer was out for pickup along with his trash bin. He placed the trash about three feet from his mailbox and one foot away from the washer. Bill claimed that the trash truck hit his mailbox, which is now on the ground.
At 1:00 p.m., Joe visited the site and spoke with Bill, who mentioned that he did not witness the mailbox being hit by the Waste Management truck. He said he placed his trash cart near the mailbox at 8:00 a.m., and when he returned at 10:30 a.m., the mailbox was already on the ground. Joe observed the mailbox lying on the ground but found no damage consistent with a Waste Management truck—there were no green or black paint marks, tire tracks, or other evidence. It appeared that the mailbox had fallen previously and had been repaired. Joe requested GPS and video footage from Waste Management trucks from all route managers.
At 3:08 p.m., Joe received GPS data from Waste Management for the trucks that serviced the street. Based on the video footage, it was determined that the mailbox was already damaged before any trucks serviced the area.
At 3:34 p.m., Joe called Bill and left a voicemail, explaining that based on the evidence provided and his observations, Waste Management is not responsible for damaging the mailbox.
At 3:53 p.m., Joe forwarded the report to all route managers at Waste Management.
Corrective Action Response:
Waste Management is not at fault for the property damage.
Subject: Property Damage Mailbox
Address: 412 Antigua St Naples FL 34113
Service Request #:359440
Investigator: Akpenawo Nyanudor
Contact #: 239-398-3920
PUBLIC UTILITIES
ADMINISTRATOR CRITICAL INFORMATION REPORT
Date: 09/23/24
Specifics of Event:
- 3:37 PM Joe received an email from customer service reporting that customer Diane claimed a Waste Management (WM) truck had damaged her mailbox at 412 Antigua St.
- 4:16 PM Joe visited the customer’s house but due to time constraint Joe called Diane to inform her that he would visit her location the following morning to inspect the damage mailbox
- September 24, 2024
- 10:35 AM Joe arrived at 412 Antigua St and spoke with Diane. She stated that the Waste Management truck had pushed her mailbox slightly back. However, upon inspection, it was difficult to detect any green or yellow paint marks, or tire tracks on the ground. According to Diane, this issue has been recurring due to the lack of space for trucks to turn around.
- 10:55 AM Joe contacted Marcelo, the Claims and Compliance Officer at Waste Management, to inform him of the mailbox complaint and sent a photo of the slightly shifted mailbox. Marcelo responded that he would be on his way to reposition the mailbox to its original location as a courtesy.
Response for Corrective Action:
WM would reposition the mailbox to its original location as a courtesy.
Safety/MOT: None.
Required help/assistance:
What other team members need to be involved/notified: None.
- Fiscal/Procurement Section:
- Pollution Control:
- Risk Management:
- FDEP:
- Health Department: Final report will be forwarded to the department. None
- Transportation Department(for any impact to roadways/closures):
- PUD PIO:
- Compliance/Lab Section:
- Collier County Sheriff’s Office:
- Marco Island:
- Everglades City:
- Property Management Contact Information:
- Property Owner: Diane Mefford
- Phone Number:239-777-6409
- E-mail Address: dmmefford@embarqmail.com
- Address: 412 Antigua St Naples FL 34113
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