COMPLAIN AND REPORTS

COMPLAIN COMMENT 1

ALL COMPLAINT

The customer reported that their……………………………………………………………………
Joe called the customer and spoke directly with the customer, who confirmed that……..
Joe apologized to the customer and assured the customer that he would monitor the situation

The customer reported that their……………
Joe visited the customer’s location to address the issue
Joe spoke directly with the customer, who confirmed the complaint
Joe apologized to the customer and informed him how the process works and assured the customer that he would monitor the situation………………
Joe also contacted WM route manager (Emilio) by phone and followed up with an email,

The customer reported that their……………
Joe spoke directly with the customer, by phone who confirmed the complaint
Joe apologized to the customer and informed (him) how the process works and assured the customer that he would monitor the situation………………
Joe also contacted WM route manager (Emilio) by phone and followed up with an email,

The customer reported that their……………
Joe visited the customer’s location to address the issue
Joe knocked on the door but received no answer……
Joe also tried calling the customer but got no response
Joe then contacted WM route manager (Emilio) by phone and followed up with an email,

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…………………………

Joe called the customer to confirm her complain and verify if the yard waste still at the curbside.
Joe explained the HOC process and assured the customer he will monitor if for next two Mondays that is collected
Joe called WM manager Angel and also email him asking to go back and collect an

CART MISSED

Cart Missed

Single Missed Comment

The customer advised that their cart was missed for recycling on Saturday 08/15/2024. Joe called the customer to verify if the cart is still at the curbside. Joe sent an email to WM/WP advising them to please return and collect.

MISSED STREET

Missed Street Comment

The customer advised the whole street has been missed for recycling on 08/16/2024. Joe called the customer to verify if the carts is still at the curbside . Joe sent an email to WM advising them to please return and collect

NOT TOTALLY EMPTY THE CART

WM Did not completely empty the cart

Joe called the customer who stated that WM did not completely empty his trash cart. Joe advised he would notify WM and have them HOC the next two collections. The customer was happy about the follow-up call. Joe stated he would reach back out to him to make sure this concern has been corrected.

COMPLAIN FOR MISSING YARD WASTE (RECIEVED CALL BACK)

Joe received a call back from Jonathan and he stated WM truck has missed the yard waste last Monday after it has been prepared about 10:00am on Monday
Joe advised that he would have WM HOC for the next two yard waste collections on Monday
Joe emailed WM manager Emilio and asked him to HOC the yard waste and send the photo to Joe

COMPLAIN FOR MISSING YARD WASTE (LEFT VOICEMAIL)

Joe left a voicemail for the customer asking for a callback. Joe will visit the area to see if the yard waste still at the curbside and properly prepared

COMPLAIN FOR MISSING YARD WASTE (CALL TO WM)

Joe called Angel at WM and emailed him asking to go back to HOC it next Monday

The customer reported that their recycling cart was missed on Saturday, 08/15/2024. Joe visited the customer’s house to address her complaint and check if the yard waste was still at the curbside. Joe knocked on the door but received no answer. Joe also tried calling the customer but got no response. He then contacted WM manager Emilio to inform him of the missed collection and followed up with an email, requesting that the yard waste be collected and HOC the following Monday.

The customer reported that their recycling cart was missed on Saturday, 08/15/2024. Joe went to the customer’s house to verify her complaint and see if the yard waste was still at the curbside. He knocked on the door but didn’t receive a response. After attempting to call the customer without success, Joe contacted WM manager Emilio to report the missed collection. He also sent an email requesting that the yard waste be collected and HOC the following Monday.

The customer reported that their recycling cart was missed on Saturday, 08/15/2024. Joe visited the customer’s house to investigate the complaint and check if the cart was still at the curbside. He spoke directly with the customer, who confirmed that the trash hadn’t been collected for about a month. Joe explained the HOC process and assured the customer that he would monitor the situation for the next two Mondays when the collection is scheduled. Joe also contacted Angel by phone and followed up with an email, requesting that the collection be done and HOC the following Monday.

NOT TOTALLY EMPTY THE CART

WM Did not completely empty the cart

COMPLAIN FOR MISSING YARD WASTE (RECIEVED CALL BACK)

COMPLAIN FOR NOT EMPTYING THE TRASH CART(TELEPHONE CALL)

Joe called the customer who stated that WM did not completely empty his trash
Joe advised he would notify WM and have them HOC the next two collections. The customer was happy about the follow up call. Joe stated he would reach back out to him and make sure this concern has been corrected

CART THROWN DOWN

The customer reported that her trash and recycling carts were thrown on either side of her driveway. Joe visited the customer’s home to verify the issue and spoke with her directly. She confirmed that she had seen the carts being tossed aside. The customer mentioned that this has been a recurring problem and expressed difficulty in lifting the carts due to her disability. Joe apologized and assured her that he would notify WM and monitor the situation over the next two collection days. Joe contacted WM manager Angel by phone and email, requesting that the driver be informed to place the cart back where it was collected.

COMPLAIN FOR LEAVING THE CART IN THE MIDDLE OF THE DRIVEWAY (SR COMMENT)

08/19/24 AT 11:30AM. Joe called the customer who advised that when WM is picking up the trash cart, they leave it in the middle of his driveway apron blocking him from getting into his driveway. He stated it seems to happen a lot but wants to know if something can be done. Joe reviewed if there were an obstacle and there did not seem to be any mailbox on the left of the driveway and carts are placed on the right. The customer wanted to make it clear he was not angry with WM but just was inquiring about what could be done to stop it. Joe explained the HOC process and that she would notify WM

The customer reported that trash and recycling carts were left on either side of her driveway. Joe visited the customer’s house to confirm the issue and check if the carts were still at the curbside. He knocked on the customer’s door, but there was no response. Joe also attempted to reach the customer by phone, but was unsuccessful. Joe would try again later. In the meantime, Joe contacted WM manager Angel by phone and email, requesting a return visit for collection and HOC next Monday.

Customer stated that the truck driver is dropping her cart on the side she cannot understand why the drivers are doing that. She said she can’t pick the carts up as much

NO RESPONSE/VOICEMAIL

Joe left a voicemail for the customer asking for a call back. Joe will visit the area to see if the yard waste is still at the curbside.
Joe called Angel at WM and email him asking to go back to HOC it

Joe visited the customer’s house and knocked on the door, but there was no response.

Joe attempted to reach the customer by phone, but there was no answer. He left a voicemail requesting a return call.

Joe attempted to reach the customer for the third time but received no answer. He left a voicemail requesting a callback.

DIRECT CALL FROM CUSTOMER

Joe received a call back from the customer and he stated that WM truck has missed the yard waste last Monday.
Joe advised the customer he will monitor the situation to make sure WM return to collect the yard waste,.
Joe mailed WM manager Emilio and asked him to HOC the yard waste

Joe received a call back from the customer, who mentioned that the WM drivers had placed her trash and recycling carts far from her house. She explained that she recently had surgery, making it difficult for her to move the carts. She kindly requested that the WM drivers return the carts to the original location after collection, as she would greatly appreciate it. Joe explained the collection process for the customer and assured the customer he will monitor the collection for the next two Mondays

WATER PUD

WATER METER
Over grown hedges around the water meter need to be trimmed. Done but not quite right. Re-visit to check if the customer trim it

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

PROPERTY DAMAGE TEL CALL

Joe called the customer to confirm his complain and verify the extent of the damage to the mailbox.
Joe assured the customer he will be at the location in the morning to examine the damage

CLOSED SR DUE TO NO RESPONSE

Joe called the customer several times but there was no answer. Since there has been no response up till now the case will be closed until the customer calls back then the case will be re-open

CALL THE CUSTOMER BACK

Joe called the customer back to check if the yard waste has been collected. Customer was happy and stated that WM return promptly to pick up the yard waste

Joe called the customer to confirm his complaint and verified the extent of the damage
Joe told the customer he will be at the location shortly to examine the damage

Joe called the customer to confirm his complain and verified the extent of the situation. Joe told the customer he is at the location checking the situation if the customer could join him for an evaluation

Joe called the customer to confirm her complaint explain the HOC process and assured her that he would monitor it for the next two collections. Joe called Angel at WM and emailed him asking to go back for collection and HOC the next two and verify her cart was still outside

CALL BACK FROM THE CUSTOMER

NEIGHBOR’S PROBLEM

The customer reported that her neighbor had dumped a small pile of yard waste on her property. Joe visited the location and discovered that it was actually an empty lot. He then contacted the customer, who mentioned that her landscaping company had informed her that the neighbor at 2130 Jefferson Ave had disposed of yard waste, specifically coconut tree branches, on her property. However, she noted that she doesn’t have any coconut trees on her property. Joe assured her that he would reach out to the neighbor to investigate further.

Joe made a second visit to the customer’s neighbor to verify the dumping of a small pile of tree branches on their property. During the visit, the neighbor claimed to have no knowledge of the yard waste. Joe clarified that the branches were from a coconut tree, and since the neighbor doesn’t have a coconut tree, she realized the mistake. She promptly moved the yard waste and secured it for collection. Joe will follow up on Friday, August 30, 2024, to ensure everything is in order.

Joe left a voicemail for the customer asking for a callback. Joe will visit the site to see if the yard waste is still at the curbside and properly prepared
Joe called Angel at WM and email him asking to go back to HOC it next Monday

SHORT NOTE

MAILBOX SHORT NOTE

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. Joe knocked on the door but received no answer. Joe then called the customer, who mentioned that……………………………
Joe attempted to call Marcelo to inform him but received no response, so he left a voicemail requesting a callback.

RECYCLE/TRASH SPILL

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.

COOLANT LEAK

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.

Joe received an email reporting that Waste Management truck had a coolant leak on Atkins Avenue. Joe arrived at the scene and observed fluid leaked on Atkins Avenue,. Joe then called Marcelo to inform him about the situation. Marcelo responded, stating that he would be there later,

PROPERTY DAMAGE AND REPORT

SPILL

ADDITIONAL LEAK

12:54 pm. Joe received an email from Customer Service stating that a customer, (John More) reported that a Waste Management truck had leaked (hydraulic fluid) (on Luciana Way)

1:30 pm. Joe arrived at the location and observed fluid leaks on Luciana Way,

2:30 pm. Joe called Marcelo Menejias, 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 area to check for additional leaks and found more on (Redona Way and Kendari Terrace) and noted that about (three gallons) of (hydraulic fluid) had leaked and did not come into contact with water or soil.

3:15 pm. Joe visited the office and spoke with the property manager, (Brysen Russell,) and informed him about the leak. The manager confirmed that he had authorized Waste Management to proceed with the clean-up

SPILL
NO ADDITIONAL LEAK

12:54 pm. Joe received an email from Customer Service stating that a customer, (John More) reported that a Waste Management truck had leaked (hydraulic fluid) (on Luciana Way)

1:30 pm. Joe arrived at the location and observed fluid leaks on (Luciana Way,)

2:30 pm. Joe called Marcelo Menejias, 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 area to check for additional leaks and found none and noted that about (three gallons) of (hydraulic fluid) had leaked and did not come into contact with water or soil.

MAILBOX DAMAGE
WM not responsible

Joe received an email from customer service regarding a report from (Oscar Meza,) who claimed that a Waste Management truck had struck his mailbox at (5346 Warren Street.)

Joe arrived at the site and observed the mailbox was damaged. Joe immediately contacted the customer (Oscar Meza,) who explained that when he placed (his} trash cart out in the morning, the mailbox was intact. However, upon retrieving the cart later in the day, he found the mailbox was damaged.

Joe inspected the mailbox carefully and found no green or yellow paint marks that would suggest the mailbox had been struck by a Waste Management truck. Additionally, there were no visible tire tracks near the area.

Joe attempted to reach Marcelo Menejias, Waste Management’s Claims and Compliance Officer, but was unable to get a response. Joe left a voicemail requesting a callback.

Joe followed up with Marcelo again, and Marcelo stated that he would review footage from the truck operating in the area, as well as other relevant video recordings, to assess the situation before moving forward with the investigation.

Currently, Joe is awaiting the results of the video review to determine the next course of action.

MAILBOX DAMAGE
WM is responsible

Joe received an email from customer service regarding a report from (Oscar Meza,) who claimed that a Waste Management truck had struck his mailbox at (5346 Warren Street.)

Joe inspected the mailbox carefully and found green or yellow paint marks on the mailbox that appeared the mailbox had been struck by a Waste Management truck. Additionally, there were visible WM tire tracks near the area.

Joe attempted to reach Marcelo Menejias, Waste Management’s Claims and Compliance Officer, but was unable to get a response. Joe left a voicemail requesting a callback.

Currently, Joe is awaiting the results of the video review to determine the next course of action.

ENTRANCE GATE

Joe received an email from Waste Management stating that truck number (105259) had struck the entrance gate of (Naples Land Yacht Harbor).

Joe arrived at the site and observed the gate had been torn off its hinges and secured to the fence. Parked nearby at (5 Grouper Drive) was West Management truck, with driver (Daniel Leyva) and Waste Management route manager (Michael Rosenberg) present

Joe spoke with the truck driver (Daniel Leyva) who stated that after completing his work in the community, he was exiting through the gate when the gate unexpectedly began to close. As the truck was nearly through, the gate struck the truck and became entangled with the tailgate, and was ultimately ripped off.

Joe then contacted Marcelo Menejias, Waste Management’s Claims and Compliance Officer, to report the incident. Marcelo confirmed that he was on his way to the site.

ENTRANCE GATE

Joe received an email from (Waste Management) stating that truck number (105259) had struck the entrance gate of (Naples Land Yacht Harbor.)

Joe arrived at the site and observed the gate had been torn off its hinges and secured to the fence.

Joe inspected the gate carefully and found green or yellow paint marks on the gate that appeared the gate had been struck by a Waste Management truck. Additionally, there were visible WM tire tracks near the area.

Joe then contacted Marcelo Menejias, Waste Management’s Claims and Compliance Officer, to report the incident. Marcelo confirmed that he was on his way to the site.

DAMAGE GRASS

2:34 PM Joe received an email from Waste Management stating that one of their trucks had driven over the grass on (Everett Street.)

2:49 PM Joe arrived at the location at the location and observed WM truck number (314237) parked across from (6059 Everett Street). Joe saw WM manager (Emilio) speaking with the driver while taking pictures.

2:53 PM Joe briefly discussed the incident with (Emilio,) who explained that the driver had been trying to make room for an oncoming vehicle and, in doing so, moved closer to the edge of the street, causing the truck to run over the grass.

2:59 PM Joe observed that the Waste Management truck’s tire had damaged the grass along the edge, covering about 14 yards in length and 1 yard in width.

3:08 PM Joe called Marcelo, the Waste Management claim and compliance officer, to inform him of the situation. Marcelo stated that he would be on his way to inspect the damage but mentioned that any action would depend on the property owner’s decision.

3:30 PM Joe walked around (Everett Street) to check for additional damage but found none.

4:10 PM Joe visited the homeowner at (6059 Everett Street) to explain the situation. Joe informed the homeowner, (Tammy,) that the Waste Management truck had damaged the edge of the grass and that the claim and compliance officer of Waste Management was on his way to assess the damage and begin the repair process. (Tommy) agreed but mentioned that her husband, (David Minton,) would need to confirm before proceeding.

4:18 PM Joe called (Tammy’s husband, David Minton,) and explained the incident. Joe informed David that the Waste Management claim and compliance officer was on his way to assess the damage and start the repair process, which (David acknowledged.)

DAMAGE GRASS

2:34 PM Joe received an email from Waste Management stating that one of their trucks had driven over the grass on (Everette)

2:49 PM Joe arrived at the location and observed the damaged grass covering about 30 yards

3:08 PM Joe called Marcelo, the Waste Management claim and compliance officer, to inform him of the situation. Marcelo stated that he would be on his way to inspect the damage but mentioned that any action would depend on the property owner’s decision.

3:30 PM Joe walked around the area to check for additional damage but found none.

4:10 PM Joe visited the homeowner at (6059 Everett Street) to explain the situation. He informed the homeowner, Tammy, that the Waste Management truck had damaged the edge of the grass and that the claim and compliance officer of Waste Management was on his way to assess the damage and begin the repair process. (Tommy) agreed but mentioned that her husband, (David Minton,) would need to confirm before proceeding.

4:18 PM Joe called (Tammy’s husband, David Minton,) and explained the incident. Joe informed David that the Waste Management claim and compliance officer was on his way to assess the damage and start the repair process, which (David acknowledged.)

CURB DAMAGE

Joe received an email from customer service stating that a customer, (Anne Crawshaw-Coquin,) reported a Waste Management truck had damaged the curb at (Grandville Court)

Joe visited the location, inspected the damage, and spoke with (Anne Crawshaw,) who mentioned that while (she) did not witness the truck causing the damage; (she) strongly believes the Waste Management garbage truck was the only heavy-duty vehicle operating in the area at that time. (She) explained that she had walked (her) dog the previous evening and saw no damage, but upon walking her dog the following morning, (she) noticed it.

Joe observed that the curb was damage but no visible tire marks, or other signs suggesting involvement by a Waste Management truck.

Joe then contacted Waste Management’s Claims and Compliance Officer, Marcelo Menejias, who stated that he would review footage from WM truck servicing the area, along with other related videos, before proceeding with the investigation.

03/11/25,

Joe followed up with Marcelo Menejias regarding the status of their investigation. Marcelo mentioned that he was still waiting for Ricardo Goycochea’s findings and that the investigation remained ongoing.

03/12/25

Marcelo called Joe and informed him that, after reviewing the video footage, Waste Management concluded that the truck servicing the area was not responsible for the damage.

Joe called (Anne Crawshaw) and informed (her) that, following a review of the video footage, Waste Management determined they were not responsible for the damage. Additionally, a site assessment found no tire marks or any evidence linking a Waste Management truck to the incident. Therefore, Waste Management is not liable for the damage.

CURB DAMAGE

Joe received an email from customer service stating that a customer, (Anne Crawshaw-Coquin,) reported a Waste Management truck had damaged the curb at (Grandville Court)

Joe visited the location, inspected the damage, and spoke with (Anne Crawshaw,) who mentioned that while (she) did not witness the truck causing the damage; (she) strongly believes the Waste Management garbage truck was the only heavy-duty vehicle operating in the area at that time. (She) explained that she had walked her dog the previous evening and saw no damage, but upon walking her dog the following morning, (she) noticed it.

Joe observed that the curb was damage and noted WM tire marks, as an evidence suggesting involvement by a Waste Management truck.

03/12/25

Marcelo called Joe and informed him that, after reviewing the video footage, Waste Management concluded that the truck servicing the area was responsible for the damage.

Joe called (Anne Crawshaw) and informed (her) that, following a review of the video footage, Waste Management concluded they were responsible for the damage. Additionally, a site assessment found WM tire marks as evidence linking a Waste Management truck to the incident. Therefore, Waste Management is liable for the damage.

DRIVEWAY DAMAGE
WM not responsible

11:00 a.m. – Joe received an email from customer service regarding a complaint from customer Michelle, who claimed that a Waste Management truck had damaged her driveway at 4701 15th Street Southeast.

11:30 a.m. – Joe arrived at the location and observed visible damage to the driveway. Joe knocked on the customer’s door but received no response.

11:45 a.m. – Joe called the customer and asked if she had any proof that a Waste Management truck had backed onto the driveway and caused the damage. The customer stated that she had no direct evidence, only tire marks that she believed suggested a Waste Management vehicle had been involved.

1:15 p.m. – Upon further inspection, Joe observed multiple tire marks on the driveway, but there was no clear indication that they were made by a Waste Management truck.

1:30 p.m. – Joe contacted Marcelo Menejias, the Claims and Compliance Officer at Waste Management, to inform him of the complaint. Marcelo stated that he would visit the site to assess the damage personally.

2:00 p.m. – Marcelo called Joe after completing his assessment and reported that the tire marks on the driveway did not match those of Waste Management trucks. He concluded that there was no evidence linking the damage to Waste Management.

2:30 p.m. – Joe called the customer, Michelle, and informed her that Waste Management had concluded they were not responsible for the damage. The site assessment found no tire marks or evidence connecting a Waste Management truck to the incident; therefore, the company is not liable for the damage.

DRIVEWAY
WM is responsible

11:00 am. Joe received an email from customer service indicating that (John Marshall) reported Waste Management trucks have been backing up onto his driveway at (2050 Belair Boulevard,) causing damage.

11:15 am. Joe arrived at the location and observed that the driveway has been damaged. Upon further inspection, Joe noticed multiple tire marks on the driveway, including some that appeared to be from a Waste Management truck.

11:35 am. Joe contacted Marcelo Menejias, the Claims and Compliance Officer at Waste Management. Marcelo confirmed that he had reviewed video footage provided by the customer and concluded that Waste Management was responsible for the damage. He also stated that red reflectors will be installed near the driveway to prevent their trucks from using it in the future.

11:45 am. Joe then called and spoke with the customer, who confirmed the complaint. She explained that Waste Management trucks have repeatedly used her driveway to turn around, leading to the damage. She stated that the driveway will be repaired and that the invoice will be sent to Waste Management for reimbursement.