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]

LOMBARDY MAILBOX

8:50 am. Joe received an email from Waste Management stating that truck number 313191 had struck the mailbox at 4606 Lombardy Lane
10:45 am. Joe arrived at the site and observed that the door of the mailbox was lying on the ground.
10:50 am. Joe then called Emilio Meadow to verify what had happened. Emilio mentioned that, according to the driver, the incident occurred while the driver was attempting to make room for an oncoming vehicle, resulting in the door of the mailbox being hit.
11:00 am. Joe contacted Marcelo, the Claims and Compliance Officer, to inform him of the incident. Marcelo responded that he would head to the site as soon as possible.
11:05 am. Joe noticed a sign posted on the property and called the number provided. Jim Messina answered the call and explained that the homeowners were out of town, and he was responsible for the property. After Joe explained the incident, Jim authorized Waste Management to proceed with the repairs to the mailbox.

LOMBARDY MAILBOX SUMMARY

Joe received an email from Waste Management reporting that truck #313191 had struck the mailbox at 4606 Lombardy Lane. Upon arriving, Joe observed the mailbox door on the ground and contacted Emilio Meadow, who explained the driver hit the mailbox while making room for an oncoming vehicle. Joe informed Marcelo, the Claims and Compliance Officer, who confirmed he would visit the site. Joe then called the number on a sign posted on the property and spoke to Jim Messina, the caretaker, as the homeowners were out of town. After Joe explained the incident, Jim authorized Waste Management to repair the mailbox.

AFTER CHRISTMAS COMMENT

LEON RHODES

Joe and Leon Rhodes met to discuss the issue of Waste Management using the driveway to turn around. During the meeting, Leon showed Joe a photo of a Waste Management truck reversing on the driveway. Joe requested that Leon email him the photo, and the meeting concluded at that point.

Joe called Leon to remind him that he had not yet received the photo. Leon replied that he would try to send it again.

Later, Joe sent an email to Leon requesting a response with the photo attached.

As of now, Joe is awaiting the photo to proceed with the investigation.

BRUCE SPENCER

Joe tried to contact the customer, Bruce Spencer, again, but there was no answer. No action is required

2000 UNITY WAY

Joe contacted the customer, Keith, to inquire if he had experienced any early-morning noise from a dumpster. The customer responded that there had been no recent noise. He explained that he had previously emailed the school before reaching out to Waste Management and Collier County about the issue. The school principal assured him that the matter would be addressed, and since then, there has been no further noise.

TRENT SEAGRAPES

Joe attempted to contact the customer again to inquire if there were any additional issues, but there was no response. No further action is required.

109 ENCHANTING

Joe visited the location at 109 Enchanting Blvd to investigate a possible water violation but found no evidence of any violations.

2464 ANDREW DR

Joe conducted a follow-up inspection on-site and observed that the hurricane debris, previously placed in a black bag at the curbside, had been removed. No further action is required.

11063 TAMIAMI TRAL EAST

Joe informed Darryl De Francisco that Supervisor Natalie Poch had requested the removal of the dumpster at the vacant building. Joe visited the location to verify whether the dumpster had been removed and found that it was still present.

11063 TAMIAMI TRAIL EAST

Joe informed Darryl De Francisco that Supervisor Natalie had requested the removal of the dumpster at the vacant building located at 11063 Tamiami Trail East. Joe visited the site to verify whether the dumpster had been removed and confirmed that it had been removed.

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SOUTHWIND VILLAGE REPORT

12/30/24

• 4:01 PM: Joe received an email from Waste Management reporting that truck #313149 was leaking paint in Southwind Village on Fillmore Street.

• 4:21 PM: Joe arrived at Southwind Village and located the Waste Management truck parked at 295 Fillmore Street. The driver was present along with Waste Management Route Manager Carlos Beto.

• 4:25 PM: Joe approached the driver, Johnny Jasman, to investigate. Johnny explained that he observed a blue liquid dripping from the tail end of the truck and identified it as paint. He noted that the paint leaked onto the street when the truck compressed garbage.

• 4:28 PM: Joe contacted Marcelo to report the issue. Marcelo informed him that another Waste Management Route Manager, George, was on his way to the location. Marcelo instructed Joe to release the driver to proceed to the landfill.

• 4:30 PM: Joe released the driver to continue to the landfill.

• 4:40 PM: Joe began inspecting the streets for paint leaks. Due to time constraints, Joe postponed the inspection until the following day.

12/31/24

• 8:35 AM: Joe resumed the inspection in Southwind Village and found no additional evidence of paint leaks. Joe confirmed that the paint had not come into contact with water or soil.

• 9:30 AM: Joe visited the Southwind Village office to inform management of the incident. Joe spoke with property manager Joyce Coleman, who authorized Waste Management to clean up the paint leak.

Joe received an email from Waste Management regarding a paint leak from truck #313149 in the Southwind Village on Fillmore Street. Upon arriving at 295 Fillmore Street, Joe found the truck along with the driver, Johnny Jasman, and Route Manager Carlos Beto. Johnny explained that the paint leaked onto the street whenever the truck compressed garbage. Joe reported the issue to Marcelo Menejars, Waste Management’s Claims and Compliance Officer. Marcelo informed Joe that another route manager, George, was on his way to the location and instructed Joe to release the driver to proceed to the landfill. After inspecting one additional street, Joe postponed the rest of the inspection until the following day due to time constraints. Joe confirmed that the paint leak did not come into contact with water or soil.

Joe received an email from Waste Management reporting that truck #313149 was leaking paint on the streets in Southwind Village. Upon arriving at Fillmore Street, Joe observed a blue liquid dripping from the rear of the truck. Joe contacted Marcelo, Waste Management’s Claims and Compliance Officer, to report the issue. Marcelo informed Joe that Route Manager George Fenadez was on his way to the location and requested that the driver be released to proceed to the landfill. After releasing the driver, Joe continued inspecting the streets for evidence of paint leaks. Joe confirmed that the paint leak did not come into contact with water or soil.

WAWA GAS STATION

9:15 a.m. Joe received an email from Waste Management reporting that truck #106266 was leaking coolant at 12456 Tamiami Trail East.

10:05 a.m. Joe arrived at 12456 Tamiami Trail East and observed the coolant leak in the Wawa gas station parking lot.

10:08 a.m. Joe assessed the situation and confirmed that the leak was coolant. He determined the spill was limited to one location, covering approximately half a gallon. Joe confirmed that the coolant had not come into contact with water or soil.

10:10 a.m. Joe contacted George Rodriguez, Waste Management personnel responsible for cleanup, who confirmed he was en route to the location.

10:50 a.m. George Rodriguez arrived on-site and began cleaning the coolant spill in the parking lot.

11:30 a.m. Joe informed the Wawa gas station manager about the incident. The manager authorized Waste Management to proceed with the cleanup.

SUMMARY

Joe received a report from Waste Management about truck #106266 leaking coolant at 12456 Tamiami Trail East. Upon arrival, Joe confirmed a coolant spill of approximately half a gallon in the Wawa gas station parking lot, with no contact with water or soil. He contacted George Rodriguez from Waste Management, who confirmed he was on his way to handle the cleanup. George arrived and started cleaning the spill. Joe informed the Wawa gas station manager, who authorized Waste Management to proceed with the cleanup.

BARRETT DRIVEWAY

12:30 pm. Joe received an email from Customer Service regarding a complaint from Kimberly Prior, who reported that Waste Management trucks have been backing onto her driveway at 3186 Barrett Avenue, causing a hole in the ground and damaging her mailbox and trees.

1:21 pm. Joe arrived at 3186 Barrett Avenue and observed tire marks from Waste Management trucks on the driveway. Joe attempted to speak with the customer by knocking on her door but received no response.

2:00 pm. Joe contacted George Rodriguez, the Waste Management personnel responsible for repairs, to inform him of the incident. George stated he would visit the location in the later to assess the situation.

2:30 pm. After further inspection of the driveway, Joe confirmed that Waste Management trucks were responsible for the damage.

TUESDAY 2025 SUMMARY

Joe conducted a follow-up inspection on-site and observed that the customer had placed the construction debris into a large bag. The customer explained that they are consolidating all the debris into a single bag and plan to dispose of it all at once.

Joe conducted a follow-up inspection on-site and observed that the customer had gathered the construction debris into a large bag. The customer explained that they are consolidating all the debris into a single bag and plan to dispose of it once the building renovation is complete.

Joe made a courtesy call to the customer to check if they had any issues. However, the call experienced poor connection and was dropped. When Joe tried calling back, the call went straight to voicemail.

Subject: Follow-Up on Dumpster Removal Communication

Dear [Route Manager’s Name],

I hope this message finds you well. I wanted to check if you’ve been able to communicate with Supervisor Natalie regarding the removal of the dumpster. Please let me know if there are any updates or if additional information is needed from my end.

Subject: Follow-Up on Dumpster Removal Communication

Dear [Route Manager’s Name],

I hope this message finds you well. I wanted to check if you’ve been able to communicate with Supervisor Natalie regarding the removal of the dumpster.

Additionally, we’ve noticed that illegal dumping at the site has increased. Attached are pictures showing the situation before and now for your reference. Please let me know if there are any updates or if additional information is needed from my end.

Looking forward to your response.

NEW YEAR SUMMARY

LEON RHODES

Subject: Follow-Up on Waste Management Truck Incident – Next Steps?

Dear

Leon Rhodes, the customer at 4701 15th Avenue SW, previously reported that a Waste Management truck has been backing onto his driveway. He has now provided a photo as evidence of the incident. Please find the attached file for details.

Could you advise on the next steps to address this issue?

ALESK Z

Subject: Guidance Needed: Waste Management Truck Incident at 1716 Royal Circle

Dear

Before Christmas, a Waste Management truck backed into a tree at 1716 Royal Circle, damaging the Christmas decoration lights. The customer is unsure of how to proceed. Should we close this service request now, or are additional steps required?

Your advice would be appreciated.

109 ENCHANTING BLVD

Subject: Guidance Needed: Service Request Follow-Up

Dear

I have visited this location several times but have not been able to meet the customer. Should I keep the service request open until I am able to meet them, or take other steps? Your advice would be appreciated.

NICK’S DRIVEWAY

Joe received an email from customer service indicating that Nick Holly reported the gravel placed on his driveway by Waste Management has worn out and needs replenishment.

To address the issue, Joe consulted Jeremy for advice. Jeremy informed him that the WM Claims and Compliance Officer, Marcelo, was on vacation and would determine the appropriate course of action upon his return.

Once Marcelo returned, Joe reached out to him, and Marcelo confirmed that due to wear and tear, the driveway required additional gravel to support Waste Management trucks backing onto it.

Joe visited the location and observed that the gravel was nearly depleted.

MOON LAKE LEAK

Joe received an email from Waste Management reporting that truck #106271 was leaking hydraulic fluid at the Moon Lake community.

Upon arriving at Moon Lake, Joe observed the truck parked at 5007 Old Pond Drive and encountered Waste Management mechanic Martin Alvarado leaving the scene. Joe approached Martin to inquire about the issue. Martin explained that the problem was a cracked oil ring on the PTO block, which he had replaced

Joe then spoke with the driver, Every Campus, who stated that he initially thought the liquid on the street was water from the AC. Upon closer inspection, he realized it was hydraulic fluid and immediately called for assistance.

Joe contacted Marcelo to report the incident. Marcelo informed Joe that he would visit the location later to assess the situation.

Joe began tracing the hydraulic fluid leak along Old Pond Drive and Jadin Drive but had to stop due to time constraints, planning to continue the search the next day.

The following day, Joe resumed the search but found no additional leaks. He confirmed that approximately 2 gallons of hydraulic fluid had leaked onto the street. The fluid did not come into contact with soil or water.

2200 ESTEY AVENUE

At 2200 Estey Ave, the customer reported having hurricane debris that needed to be picked up. Joe visited the location and observed the debris. He knocked on the door but received no response. Joe then called the customer and explained that the hurricane debris collection had ended approximately two months ago.

7984 CORADABA

At 7984 Coradaba, the customer reported that the Waste Management garbage truck had placed trash carts on his driveway, making it difficult for him to navigate around them. The customer requested someone to address the issue. Joe called the customer, apologized for the inconvenience, and assured him that he would monitor the situation moving forward.

DARRYL DETRANCESCO

You asked me to inform Daryl to remove the dumpster from the vacant property. The dumpster was removed a week ago; however, the furniture was left on the property. I need your advice on how to proceed.

LEON RHODES 2ND REPORT

Marcelo.

Marcelo, a few months ago, we reported that the damage to the driveway at 4701 15th Avenue SW was not caused by Waste Management. However, the customer has now provided evidence showing a Waste Management truck backing onto their driveway, including a photo as proof. Please review the photos and let me know your thoughts.

Natalie,

The customer, Leo Rose, has finally provided photo evidence of a Waste Management truck backing onto his driveway. Attached is the photo—please review it and let me know how to proceed.

Thank you.

ACIR REPORT

12:12 PM Joe received an email from customer service reporting that a customer claimed a Waste Management truck had damaged his driveway at 4701 15th Ave SW.

1:00 PM Joe arrived at the address, knocked on the customer’s door, but received no response.

1:30 PM Joe called the customer and asked if he had any proof that a Waste Management truck had backed onto the driveway and caused the damage. The customer said he had no evidence, only tire marks that suggested a vehicle had backed up onto the driveway.

1:37 PM Joe observed multiple tire marks on the driveway, but there was no clear indication that they were from a Waste Management truck.

1:45 PM Ricardo Goycoth WM Recycle Route Manager arrived at the location. After inspecting the driveway, he determined that the tire marks did not match those from a Waste Management vehicle.

2:00 PM Joe called Marcelo to inform him of the customer’s complaint. Marcelo stated he would wait for the report.

3:45 PM Joe emailed the report to Supervisor Natalie Pochmara for review and she replied that Marcelo Menejias need to access the damage before the final report

4:20PM Joe called Marcelo to go and examine the damage and he replied that he is in his way to evaluate the damage.

September 30, 2024

9:30 AM Joe called Marcelo to verify what the situation and he confirm that the tire marks were not WM tire marks

January 21, 2025

11:00 am. However, Leon Rhodes has an evidence of WM truck backing onto his driveway

imperial wilderness

1:00 pm. Joe received an email from Waste Management regarding truck number 415751, which services Imperial Wilderness. The email stated that the driver, John Matos, failed to disconnect the wires from the power unit before pulling the compactor, resulting in damage to the breaker box.

2:00 pm. Joe visited the location and observed that the wires and breaker box were damaged, with the wires lying exposed on the ground. He then approached the maintenance supervisor, Juan Colmenares, who explained that when the driver pulled the compactor without disconnecting the wires, it caused the breaker box and related components to be pulled as well, leading to the damage.

2:30pm. Joe contacted Marcelo Manejais, the Claims and Compliance Officer, to inform him about the incident. Marcelo stated that he would visit the site to inspect the situation.

3:33 pm. Joe visited the Imperial Wilderness office, spoke with the Secretary, Deanna Davidson and explained the details of the incident.

Joe received an email from customer service reporting that Roger Castle, a customer, claimed a Waste Management truck had hit his mailbox on Ashton Court in The Woods community.

12:00 p.m.: Joe arrived at 4522 Ashton Court and observed that the mailbox did not appear to have substantial damage. He knocked on Roger Castle’s door but received no response. Joe then attempted to call Roger, but there was no answer.

12:40 p.m.: Roger Castle returned the call, explaining that he was at the hospital with his wife, who was undergoing surgery, and would not be able to address the matter immediately.

12:45 p.m.: Joe contacted Marcelo Maggie, the Waste Management Claims and Compliance Officer, to inform him of the situation. Marcelo stated that Waste Management was not responsible for the damage, as the incident had occurred prior to the truck’s arrival, and they had video evidence to support this. Joe is now waiting for the customer to return from the hospital to continue the investigation.

01/23/25

Subject: Request for Time Off

Hi [Recipient’s Name],

I hope you’re doing well. I’m writing to request time off on Friday morning, January 24th, from 8:30 a.m. to 11:00 a.m. to attend a doctor’s appointment at 8:40 a.m. in North Naples. I plan to return to work immediately afterward and should be back by 11:00 a.m.

Thank you for your understanding.

Best regards,
[Your Name]

01/02/25

11:00 am. Joe received an email from customer service informing him that Nick Stinger reported the gravel placed on his driveway by Waste Management had worn out and needed replenishment, referencing service request number 376569.

11:30 am. To address the issue, Joe consulted Jeremy for advice. Jeremy informed Joe that Waste Management’s claims and compliance officer, Marcelo Menejias, was on vacation and would determine the appropriate course of action upon his return.

01/21/25

Once Marcelo returned, Joe reached out to him, and Marcelo confirmed that due to wear and tear, the driveway required additional gravel to support Waste Management trucks backing onto it. Joe then visited the location and observed that the gravel was nearly depleted.

2:30 pm. Joe visited the location and observed that the gravel was nearly depleted,. After further inspection of the driveway, Joe confirmed that Waste Management trucks were responsible for the worn out.

NEW REPORT 01/24/25

ROGER KASTEL MAILBOX

Joe received an email from customer service reporting that Roger Kastel, a customer, claimed a Waste Management truck had hit his mailbox on Ashton Court in The Royal Wood community.

12:00 p.m.: Joe arrived at 4522 Ashton Court and observed that the mailbox did not appear to have been damage. Joe knocked on Roger Kastel’s door but received no response. Joe then attempted to call Roger, but there was no answer.

12:40 p.m.: Roger Kastel returned the call, explaining that he was at the hospital with his wife, who was undergoing surgery, and would not be able to address the matter immediately.

12:45 p.m.: Joe contacted Marcelo Menejias, the Waste Management Claims and Compliance Officer, to inform him of the situation. Marcelo stated that Waste Management was not responsible for the damage, as the incident had occurred prior to the truck’s arrival, and they had video evidence to support it. Joe is now waiting for the customer to return from the hospital to continue the investigation.

01/24/25

Roger Kastel returned the call and stated that he has photo evidence of the damaged mailbox, which he forwarded. However, he mentioned that he had already repaired the mailbox himself due to the community association’s strict rules. He also indicated that he no longer wishes to pursue the matter but advised that Waste Management drivers should exercise more caution when driving in the neighborhood.

NICK STINGER DRIVEWAY

Joe received an email from customer service stating that Nick Stinger reported the gravel placed on his driveway by Waste Management had worn out and needed replenishment, referencing service request number 376569.

To address the issue, Joe consulted Jeremy for advice. When supervisor Natalie Pochmara was on short break. Jeremy informed Joe that Waste Management’s claims and compliance officer, Marcelo Menejias, was on vacation and would determine the appropriate course of action upon his return.

When Marcelo returned, Joe reached out to him, and Marcelo confirmed that due to wear and tear, the driveway required additional gravel to support Waste Management trucks backing onto it.

Joe then visited the location and observed that the gravel was nearly depleted.

GRAND LELY RESORT

Joe received an email from customer service stating that Daniel Aybar, the property manager of Lily Grand Resorts, reported an incident in which a Waste Management truck struck the arm of the community’s back gate.

Joe visited the location but observed no visible damage. Joe contacted the property manager, Daniel Arbar, who stated he was not present at the scene. However, an eyewitness had reported the incident to him, and the incident was also captured on video. According to the eyewitness, the driver was using the wrong entrance to the community, which led to the truck hitting the arm of the back gate. The property manager stated that the gate arm was promptly restored by the management team.

Due to time constraints, the property manager suggested meeting the next day to assess the damage further.

Joe attempted to contact Marcelo Menejias, the Claims and Compliance Officer, but received no answer and left a voicemail requesting a callback.

The following day, Joe returned to the location and met with the property manager, Daniel Arbor, to examine the damage. It was determined that the Waste Management driver had not only struck the gate arm but had also damaged the power unit box that controls the arm.

The property manager of Grand Lily Resort reported that a Waste Management truck had hit the arm of the back gate. Joe visited the location but did not observe any visible damage. He then called the property manager, who stated that, due to time constraints, he would visit the site the following afternoon to investigate the issue further.

TREE OF LIFE

Joe received an email from Waste Management reporting that truck #212-257 was leaking fluid at 2132 Shadowlawn Drive.
Upon arrival at 2136 Shadowlawn Drive, Joe observed the truck parked behind the building. He noticed a small oil spill on the ground while Waste Management mechanic William Alvarado was working on the vehicle. Joe approached William to inquire about the issue. William explained that a plastic hose at the end of the dipstick had melted, causing the oil to drip.
Joe then called Waste Management’s Claims and Compliance Officer, Marcelo Magic, to inform him of the leak. Marcelo stated that he would head to the location.
Afterward, Joe visited the church property office and spoke with the property manager, Ernest Sarpong. He explained the incident involving the Waste Management truck leaking engine oil in the parking lot. Ernest confirmed that he had authorized Waste Management to proceed with the cleanup.

the tree

Joe was notified about truck #212-257 leaking oil at Shadowlawn Drive. He found the truck, observed a small spill, and learned from mechanic William Alvarado that a melted dipstick hose caused the leak. Joe informed Waste Management’s Claims Officer, Marcelo Magic, who headed to the scene. The property manager, Ernest Sarpong, authorized Waste Management to clean up the spill.

NICK STINGER DRIVEWAY REPORT

Joe received an email from customer service stating that the customer, Nick Stinger, who reported that the gravel on his driveway was wearing out and needed replenishment (service request #379572).

While Supervisor Natalie was on a short break, Joe reached out to Jeremy Florin for guidance. Jeremy mentioned that Waste Management’s Claims and Compliance Officer, Marcelo Menejias, was on vacation and would determine the course of action upon his return.

After Marcelo returned, Joe followed up with him regarding the issue. Marcelo confirmed that due to natural wear and tear, the gravel needed to be replenished to support Waste Management trucks backing onto the driveway.

Joe then visited the location at 2505 Barrett Avenue and observed that the gravel was significantly depleted. After further inspection, Joe confirmed that the driveway needed replenishment to sustain the weight of the Waste Management trucks.

NICK STINFER DRIVEWAY SUMMARY

Joe received a customer service email about Nick Stinger’s request to replenish the worn-out gravel on his driveway (service request #379572). While Supervisor Natalie was on break, Joe consulted Jeremy Florin, who advised that Claims and Compliance Officer Marcelo Menejias would address the issue after returning from vacation. Upon his return, Marcelo confirmed that the gravel needed replenishment due to wear and tear to support Waste Management trucks. Joe then visited 2505 Barrett Avenue and observed significant gravel depletion. After further inspection, Joe confirmed that replenishment was necessary to sustain the trucks backing onto the driveway.

LEON

12:12 PM Joe received an email from customer service reporting that a customer claimed a Waste Management truck had damaged his driveway at 4701 15th Ave SW.

1:00 PM Joe arrived at the address, knocked on the customer’s door, but received no response.

1:30 PM Joe called the customer and asked if he had any proof that a Waste Management truck had backed onto the driveway and caused the damage. The customer said he had no evidence, only tire marks that suggested a vehicle had backed up onto the driveway.

1:37 PM Joe observed multiple tire marks on the driveway, but there was no clear indication that they were from a Waste Management truck.

1:45 PM Ricardo Goycoth WM Recycle Route Manager arrived at the location. After inspecting the driveway, he determined that the tire marks did not match those from a Waste Management vehicle.

2:00 PM Joe called Marcelo to inform him of the customer’s complaint. Marcelo stated he would wait for the report.

3:45 PM Joe emailed the report to Supervisor Natalie Pochmara for review and she replied that Marcelo Menejias need to access the damage before the final report

4:20PM Joe called Marcelo to go and examine the damage and he replied that he is in his way to evaluate the damage.

September 30, 2024

9:30 AM Joe called Marcelo to verify what the situation and he confirm that the tire marks were not WM tire marks

January 21, 2025

11:00 am. Joe received email from customer, Leon Rhodes who provide evidence showing a Waste Management truck backing onto his driveway. Base on this new evidence, it has been confirmed that Waste Management is responsible for the damage

Please write five short paragraphs of a report of a damage lawn at 2525 Ranchester Ct by Waste Management truck please follow the following format.

Paragraph 1:

Joe received an email from Waste Management stating that one of their trucks has damaged a customer’s lawn at 25:25 Rochester Court

Paragraph 2:

Investigator Joe arrive at the location and observe Waste Management truck tire marks on a top of the grass

Paragraph 3:

Joe contacted the waste management claims and compliance officer and inform him about the incident he stated that he will be heading to the location later

Paragraph 4:

Joe drive around the area for any other damage but found nothing

Paragraph 5:

After further inspection it appears that Waste Management truck has damaged the lawn

Paragraph 6

Joe contacted the homeowner and explain the incident to him and the homeowner authorized Waste Management to proceed with the repairs

Incident Report: Hydraulic Fluid Leak

11:11 AM – Joe received an email from Waste Management reporting that truck #105196 was leaking hydraulic fluid at 9528 Curlew Dr.

12:00 PM – Joe arrived at 9528 Curlew Dr. and observed the Waste Management truck parked in the cul-de-sac. The driver, Luis Fernandez, was waiting for a Waste Management mechanic to arrive. When Joe approached Luis to ask about the situation, Luis explained that he had noticed the leak, immediately stopped the truck, and contacted dispatch for assistance.

12:17 PM – Joe called Waste Management Claims and Compliance Officer Marcelo Menejias to report the leak. Marcelo stated that he was on his way to the location.

12:30 PM – Waste Management mechanic William Alvarado arrived and quickly identified the issue as a defective hydraulic motor inside the arm grabber, which was causing the fluid to leak.

1:00 PM – Marcelo and George arrived at the scene. After a brief discussion, Marcelo and Joe retraced the spill and identified three additional affected streets. Joe estimated that approximately two gallons of hydraulic fluid had leaked. The spill had not come into contact with water or soil.

2:30 PM – Joe visited the community office and spoke with property manager John Elvis. Joe explained the incident, detailing the hydraulic fluid spill across three streets. John acknowledged the situation and confirmed that he had authorized Waste Management to proceed with the cleanup.

Joe received a report at 11:11 AM that Waste Management truck #105196 was leaking hydraulic fluid at 9528 Curlew Dr. Upon arrival at noon, he found the truck parked in the cul-de-sac, with the driver, Luis Fernandez, waiting for a mechanic after noticing the leak and calling dispatch. By 12:30 PM, mechanic William Alvarado identified the issue as a defective hydraulic motor in the arm grabber. Marcelo Menejias and Joe later traced the spill across three additional streets, estimating a total leakage of about two gallons, with no contact with water or soil. At 2:30 PM, Joe informed property manager John Elvis, who approved Waste Management’s cleanup efforts.

Joe received a report of a hydraulic fluid leak from Waste Management truck #105196 at 9528 Curlew Dr. The driver had stopped and called dispatch, and a mechanic later identified a defective hydraulic motor as the cause. Marcelo Menejias and Joe traced the spill across three streets, estimating a two-gallon leak with no soil or water contact. Joe informed property manager John Elvis, who approved the cleanup.

Good morning from Joe 

A rich man lived in luxury, ignoring Lazarus, a poor beggar suffering at his gate. When both died, Lazarus was carried to Abraham’s side in paradise, while the rich man was tormented in Hades.

Desperate, the rich man begged Abraham for relief, but Abraham reminded him that he had received good things in life while Lazarus suffered. A great chasm now separated them.

The rich man pleaded for Lazarus to warn his brothers, but Abraham said, “If they do not listen to Moses and the prophets, they will not be convinced even if someone rises from the dead.”

Joe received an email from customer service stating that a maintenance manager from the Artesia Community reported a waste management truck had leaked fluid on five streets: Santiago Circle, Martin Street, Artesia Drive, Oceania Drive, and Patton Drive.

Upon arriving at the Artesia Community, Joe observed hydraulic fluid leaks on these streets: Santiago at Artesia West, Martin Court, Perton Drive, and Oceania Drive.

Joe then visited the property management office and spoke with Assistant Property Manager Prentice Mahoney, who mentioned that the property manager was unavailable at the time but would be present later to authorize Waste Management to proceed with the cleanup.

Later, Joe met with the maintenance supervisor, John Apetti, and conducted a golf cart inspection of the community. During this inspection, they identified one additional affected street, bringing the total to six. The impacted streets are as follows: Santiago Street, Artesia West, Oceania Drive, Martin Court, Patton Street, and Perton Drive.

Joe contacted Waste Management’s Claims and Compliance Officer, Marcelo, to report the leak at Artesia Community and left a voicemail requesting a call back.

Additionally, Joe called Property Manager Craig Lamlain and left a voicemail requesting a call back regarding the situation.

ATERSIA COMMUNITY REPORT 

Incident Report – Waste Management Hydraulic Fluid Leak

12:54 p.m. – Joe received an email from customer service stating that maintenance supervisor John Apperti from Artesia Community reported a Waste Management truck had leaked fluid on five streets: Santiago Circle, Marton Court, Artesia Drive West, Oceana Drive, and Perton Drive.

1:30 p.m. – Joe arrived at Artesia Community and observed hydraulic fluid leaks on the reported streets: Santiago Circle, Marton Court, Artesia Drive West, Oceana Drive, and Patton Drive.

2:00 p.m. – Joe visited the property management office and spoke with Assistant Property Manager Patrice Mahoney. She mentioned that the Property Manager was unavailable at the time but would be present later to authorize Waste Management to proceed with the cleanup.

2:15 p.m. – Joe met with Maintenance Supervisor John Apperti and conducted a golf cart inspection of the community. During the inspection, John and Joe identified an additional affected street, Vazcula Drive, bringing the total to six impacted streets: Santiago Circle, Marton Court, Artesia Drive West, Betting Drive, and Vazcula Drive. Approximately three gallons of hydraulic fluid had leaked onto the streets, but the spill did not affect water or soil.

3:15 p.m. – Joe attempted to contact Waste Management Claims and Compliance Officer Marcelo Menejias to report the leak at Artesia Community. There was no response, so he left a voicemail requesting a call back.

3:50 p.m. – Joe also called Property Manager Kraig Lamlein and left a voicemail requesting a callback regarding the situation.

4:00 p.m. – Marcelo returned the call and stated that the leak was an old incident that had occurred a few days prior. He requested a re-inspection before proceeding with the report. According to Marcelo, Michelle Scaven was preparing the report and was waiting for Maintenance Supervisor John Apperti to respond to her voicemail.

10:00 a.m. (Next Day) – Marcelo called back and confirmed that the leak was different from what he had initially assumed. He stated that the report should proceed.

11:00 a.m. – Joe visited the Artesia Property Management office and spoke with Property Manager Kraig Lamlein. He explained the Waste Management truck’s hydraulic fluid leak in the community. Kraig acknowledged the issue and confirmed that Waste Management should proceed with the cleanup.

ATERSIA ADDITIONAL INFORMATION 

Please rewrite this message: Joe and maintenance supervisor Joe and maintenance supervisor John Apperti used golf cart to retrace the leak throughout the community and evaluate the extent of the spill during the inspection John and Joe identify an additional affected street Vascular drive bringing the total to six imparted street, Santiago Circle Morton Court Artesia drive West, Oceania drive Perton drive and Vascular drive Approximately 3 gallons of hydraulic fluid had leaked onto the streets but the spill did not come into contact with water or soil

Good 

Joe and Maintenance Supervisor John Apperti used a golf cart to retrace the leak throughout the community and assess the extent of the spill. During the inspection, they identified an additional affected street, Vazcula Drive, bringing the total to six impacted streets: Santiago Circle, Marton Court, Artesia Drive West, Patton Drive, Oceana Drive, and Vazcula Drive. Approximately three gallons of hydraulic fluid had leaked onto the streets, but the spill did not come into contact with water or soil.

NEW MESSAGE 

Joe received an email from Waste Management reporting that one of their trucks had struck the dumpster enclosure door at the Countryside Community on Danny House Way.

The next day, Joe arrived at the community but did not initially see any damage to the dumpster door. He then contacted Nancy Phillips, the person who reported the incident, to confirm the location and details of the damage. She informed him that it was between buildings 7360 and 7380. Upon inspecting the specified area, Joe found the damaged door.

Joe then called Waste Management’s Claims and Compliance Officer, Marcelo, to report the damage, and Marcelo confirmed he was on his way to the location.

Afterward, Joe visited the community office, spoke with the manager, and informed him about the situation. The manager acknowledged the issue and confirmed that Waste Management should proceed with repairing the dumpster enclosure door.

1

Joe conducted a follow-up visit at 2464 Andrew Drive and observed that the C&D bag was still on the cap side. He left a note emphasizing that it should be removed immediately.

2

Joe conducted a follow-up visit to the location but did not find the goggles on the driveway.

3

Joe conducted a follow-up visit and discovered that the irrigation system was not operating, so the violation has been updated.

4

Joe conducted a follow-up visit at 819 St. Andrews Boulevard and observed no debris. The curbside violation has been resolved.

5

Joe conducted a follow-up visit at 4514 Acadia Ln and observed that half of the yard waste had been collected, with the rest still remaining. Another follow-up is scheduled for February 20th.

6

Joe conducted a follow-up visit at 4404 Robins Avenue and observed no yard waste. The violation has been resolved.

7

Joe conducted a follow-up visit at 2996 Francis Avenue and observed that the trash around the dumpster had been collected. No further action is required at this time.

8

Joe allowed a few days for the property manager of 2145 Tama Circle to address any potential follow-ups. Since no further action has been required, this service request will be closed.

9

Joe delivered the trash cart to the customer. No further action is required.

10

Joe conducted a follow-up visit at 177 6th Street and observed that the yard waste was still at the curbside. He knocked on the customer’s door but received no response. Joe will follow up again on February 20th.

11

Joe conducted a follow-up visit at 5300 Georgia Avenue and confirmed that the debris had been removed. No further action is required, and the violation has been resolved.

12

Joe conducted a follow-up visit at 11460 Tamiami Trail East and spoke with the property manager, Adams. Adams mentioned that the landscaping company services the property twice a month and was waiting for them to collect and remove the yard waste. Joe will follow up again on February 20th.

13

Joe conducted a follow-up visit at 5242 Tremmel Street and confirmed that the debris and bulky items had been removed. No further action is required, and the violation has been resolved.

15

Natalie, could you please confirm if we have the attached sign that the customer is requesting? Let me know so I can pick it up from the office and deliver it to the customer.

16

Joe conducted a follow-up visit at 2607 Estey Avenue and spoke with the customer. The bulky items have been removed, and no further action is required. The violation has been resolved.

17

Joe delivered the new cart to the customer, who was satisfied. No further action is required.

NEW TODAY

Subject: Damage to Dumpster Enclosure Door – Countryside Community

On 02/13/25, Joe received an email from Waste Management stating that a Waste Management truck had struck the dumpster enclosure door at Countryside Community.

Upon arriving at the location, Joe inspected the damage and observed that the enclosure door frame had been impacted by the truck. Further inspection revealed that two screws securing the frame to the door had been removed, and the steel frame was burned.

Joe then contacted Marcelo Menejias, the Claims and Compliance Officer at Waste Management, to inform him of the extent of the damage. Marcelo stated that he would visit the site later in the day to assess the situation.

Later, Joe visited the Countryside Community office and informed the community manager about the incident. The manager acknowledged the issue and confirmed that Waste Management should proceed with the necessary repairs.

AFTERNOON REPORT 

Here’s your revised message with improved clarity and flow:

At 4:05 p.m., Joe received an email from Waste Management stating that one of their trucks had struck the dumpster enclosure door at 7320 Saint Alves Way in the Countryside community.

At 10:00 a.m., Joe arrived at the location to inspect the damage. He observed that the enclosure door frame had been impacted by the truck. Upon further inspection, he discovered that one screw securing the frame to the door had been removed and that the steel frame was burned.

At 11:20 a.m., Joe attempted to contact Marcelo, the Claims and Compliance Officer at Waste Management, to inform him of the extent of the damage. There was no response, so Joe left a voicemail requesting a callback.

At 12:06 p.m., Marcelo returned the call and stated that he would visit the site later in the day to assess the situation.

At 12:15 p.m., Marcelo and George Rodriguez arrived to inspect the damage. Marcelo stated that he would wait for the official report before proceeding.

At 12:25 p.m., Joe contacted the property manager, Nancy Phillips, to explain the incident. She acknowledged the issue and confirmed that Waste Management should proceed with the necessary repairs.

This version maintains all key details while improving readability and professionalism. Let me know if you need any further refinements!

ABACO COMMUNITY SPILL

Joe received an email from Waste Management reporting that one of their trucks had leaked fluid at 4613 Bayshore Drive in the Abaco Bay Community.

Upon arriving at Abaco Bay, Joe observed a fluid leak in front of the three dumpsters. He then contacted Waste Management’s claims and compliance officer, Marcelo Menejias, who stated that he would be arriving within two hours to inspect the spill.

Joe proceeded to drive around the community to check for additional leaks but found none. It appears that approximately two liters of hydraulic fluid leaked in front of the dumpsters, with no contact with water or soil.

Joe then visited the Abaco Bay Community office and informed the manager, Maggie, about the incident. He provided details regarding the hydraulic fluid leak, and Maggie acknowledged the situation, confirming that she had authorized Waste Management to proceed with the cleanup.

BAYSHORE SPILL

Joe received an email from Waste Management reporting that truck number 212070 had leaked hydraulic fluid at 4613 Bayshore Drive in the Abaco Bay Community.

Upon arriving at Abaco Bay Community, Joe observed a fluid leak in front of the three dumpster enclosures. He then contacted Waste Management’s claims and compliance officer, Marcelo Maging, who stated he would arrive within two hours to inspect the spill.

Joe proceeded to drive around the Abaco Bay Community to check for additional leaks but found none.

He attempted to contact the Abaco Bay Property Management Company but was unable to reach the property manager, so he left a voicemail requesting a callback.

Later, property manager Bora Augusta returned the call, and Joe provided details about the hydraulic fluid leak. She acknowledged the issue and confirmed that Waste Management had been authorized to proceed with the cleanup.

Joe then requested the GPS data for truck number 212070 to track its route. He backtracked its path, identifying the initial leak at 1700 Windstar Dr and following it to the current location at 4613 Bayshore Dr.

CURB DAMAGE 

Joe received an email from customer service regarding a report from a resident, Anne Crawshaw Coquin, who suspected that a Waste Management truck had damaged the curb at the intersection of Grandville Court and St. James Way in the Countryside community.

Joe visited the location, observed the damage, and spoke with Anne, who stated that while she did not witness the truck causing the damage, she strongly believes Waste Management was the only heavy-duty vehicle operating in the area during that time. According to Anne, she had walked her dog earlier and saw no damage, but when she walked her dog later, she noticed it.

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

Joe is now awaiting the outcome of Waste Management’s video review to determine the next steps.

CURB DAMAGE 2

Joe received an email from customer service stating that a customer, Anne Crawshaw Coquin, reported a Waste Management truck had damaged the curb at the intersection of Grandville Court and Saint James Way in the Countryside community.

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

On 03/11/25, Joe followed up with Marcelo Menejias regarding the status of the investigation. Marcelo informed him that he was still waiting for Ricardo Goycochere’s findings and that the investigation remained ongoing.

At this time, Joe is still awaiting the results of Waste Management’s video review to determine the next steps.

CURB DAMAGE RESPONSIBLE AND NOT RESPONSIBLE

Joe received an email from customer service stating that a customer, Anne Crawshaw-Coquin, reported a Waste Management truck had damaged the curb at the intersection of Grandville Court and Saint James Way in the Countryside community.

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 Waste Management 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 review. 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 responsible for the damage.

Joe then went to the Countryside Community office and spoke with property manager Rose Clarkson. Joe informed her about the Waste Management truck damaging the curb at the intersection of Granville and Saint James Way. Rose acknowledged the issue and confirmed that Waste Management should move forward with the repairs.

Joe received an email from customer service stating that a customer, Anne Crawshaw-Coquin, reported a Waste Management truck had damaged the curb at the intersection of Grandville Court and Saint James Way in the Countryside community.

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 WAITING

Joe received an email from customer service stating that a customer, Anne Crawshaw-Coquin, reported a Waste Management truck had damaged the curb at the intersection of Grandville Court and Saint James Way in the Countryside community.

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 Waste Management 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 review. Marcelo mentioned that he was still waiting for Ricardo Goycochea’s findings and that the investigation remained ongoing.

As at now, Joe is still awaiting the outcome of Waste Management’s video review to determine the next steps,

MONDAY MORNING

Joe contacted the customer at 710 Hull Ct as a courtesy to verify that waste management services were being properly provided. The customer confirmed that the service has been excellent and expressed their satisfaction.

Joe was on location for a recheck and observed that Waste Management had collected the yard waste, Violation has been abated

Joe contacted the customer at 152 Fleur De Lis Ln to confirm whether Waste Management has been placing the trash carts as expected. The customer stated that everything has been fine so far

Joe was on location again to address concerns about bulky items being placed outside before the scheduled collection day. However, no bulky items were present. Joe attempted to contact Jenny for clarification on the item’s location but did not receive an answer. No further action is required.

MAILBOX DAMAGE

Joe received an email from customer service stating that a customer, Oscar Meza, reported a Waste Management truck had struck his mailbox at 5346 Warren Street.

Upon arriving at the location, Joe observed that the mailbox stand was damaged and broken into pieces. He immediately contacted Oscar Meza, who explained that when he placed the trash cart out in the morning, the mailbox was intact. However, upon returning to retrieve the cart, he found the mailbox broken, with the trash cart beside it.

Joe attempted to contact Marcelo Menejias, the Claims and Compliance Officer at Waste Management, but received no answer. He left a voicemail requesting a call back.

After further inspecting the mailbox, Joe found no green or yellow paint marks that would indicate a Waste Management truck had struck it. Additionally, there were no tire marks near the mailbox.

Joe called Marcelo again to confirm whether he had received the message, but there was no response. He is now waiting for Marcelo’s reply to proceed with the investigation.

MAILBOX AND GATE REPORT

5346 WARREN ST

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.

Upon arriving at the location, Joe observed that the mailbox stand was severely damaged and broken into pieces. He immediately contacted 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 broken, with the trash cart positioned beside it.

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

During his inspection, Joe 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 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.

301 PIER C

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

Upon arriving at the scene, Joe observed that 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 Daniel Leyva to understand what had occurred. Leyva explained that after completing his work in the community, he was exiting through the gate when it unexpectedly began to close. As the truck was nearly through, the gate struck it, 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.

Joe also spoke with David Hager, who oversees the community gates. Hager stated that he had already informed the president of Naples Land Yacht Harbor about the incident. They agreed that the community would handle the gate repairs and submit the invoice to Waste Management for reimbursement.

Later, Joe contacted Michael Espanola, the community’s president, to confirm the details. Espanola acknowledged the situation and reiterated that the community would proceed with repairs and bill Waste Management for the costs.

GOOD MORNING

Subject: Please Handle Trash Carts with Care

Good morning,

A customer has reported that their trash carts are being repeatedly thrown in the middle of their driveway, occasionally damaging the wheels. Please inform the driver to be careful and ensure carts are placed back properly after collection.

We appreciate your attention to this matter and your commitment to providing great service. Thank you for your cooperation.

Subject: Reminder: Yard Waste Pickup Concern

Good morning,

A customer has reported that their yard waste has been repeatedly missed on collection days. Please inform the driver to pay close attention to all streets and ensure no scheduled pickups are overlooked.

Thank you for your attention to this matter and for your continued dedication to excellent service.

Subject: Customer Concern: Trash Spill on Driveway

Good morning,

A customer has reported that the garbage truck spilled trash on their driveway, which has attracted unwanted animals and raised health concerns.

Please inform the driver to be more careful when handling the trash to prevent any future spills.

Thank you for addressing this promptly.

3837 28^th Ave SW

The customer reported that her yard waste was not picked up, an issue that has occurred multiple times. Joe contacted the customer and visited the location to verify the complaint and check if the yard waste was still at the curb. The customer confirmed the problem and noted that whenever the first house on the street has no yard waste, the drivers do not check the rest of the street.

While inspecting the area, Joe observed that yard waste remained uncollected at three houses on the same street. He apologized to the customer and assured her he would monitor the situation moving forward. Joe attempted to reach the Route Manager but was unsuccessful, so he followed up with an email requesting that a truck return to collect the remaining yard waste.

2965 41^st Ave NE

The customer returned the call and speculated that either a new driver was on the route or the driver was intentionally throwing the trash carts on the driveway. She explained that she couldn’t move the trash cart to the curb because of its broken wheels.

Joe apologized for the inconvenience and assured her that he would monitor the situation. Joe also informed her that he would check whether the wheels could be replaced or if a new trash cart was needed. The customer mentioned that she would be at work but would call in the afternoon to follow up on the process.