Remaining Misc

Quick Comment-Emails- Report

CARTS/MISSED/DRIVEWAY/YARD WASTE/

The customer reported that their……………………………………………………………..
Joe visited the customer’s house to verify the complaint and to check if…………..
Joe spoke directly with the customer, who confirmed that……………………………..
Joe explained the ….process and assured the customer that he would monitor the situation……………………………………………………………………………………………..
Joe also contacted WM…… by phone and followed up with an email, requesting that…..

The customer reported that their………………………………………………………………………..
Joe visited the customer’s house to address her complaint and to check if………………………
Joe knocked on the door but received no answer……………………………………………………
Joe also tried calling the customer but got no response…………………………………………….
Joe then contacted WM manager…… to inform him of the ………….and followed up with an email, requesting that the……………………………………………………………………………………

The customer reported that their……………………………………………………………………
Joe called the customer and spoke directly with the customer, who confirmed that……..
Joe explained the ….process and assured the customer that he would monitor the situation……………………………………………………………………………………………..
Joe also contacted WM… by phone and followed up with an email, requesting that…..

The customer called and stated that…………………………………………………………………..
Joe called the customer but no response……………………………………………………………
Joe will try again later…………………………………………………………………………………………

The customer called and stated that………………………………………………………………………
Due to time constraints Joe will continue the following day…………………………………………

WATER PUD/PROPERTY DAMAGE/SPILLS

QUICK COMMENT

Water PUD

Joe received an email indicating that the customer had tampered with the water line meter RPZ. Joe contacted the customer to ask if they had recently worked on the water pipeline on their property or hired a plumber to do so. The customer replied that they couldn’t recall.

Joe explained that only the water department is authorized to work on the water line and advised the customer to reach out to water department directly in the future. He also informed the customer that, due to the changes made to the water line, the water department would return to install a new device, and charges may apply. Additionally, the customer may need to hire a plumber to reconnect it.

Joe emphasized that, going forward, the customer must notify the water department before making any changes to the water line.

Property Damage

Joe received an email reporting that Waste Management truck 314250 had damaged the ………. …………………………………………………………………………………………………….

Joe visited the site and confirmed the damage to the ……………………………………………

Joe then contacted Marcelo, the Waste Management claim and compliance officer, to inform him of the situation. Marcelo responded that he would arrive within a few hours to inspect the damage and begin repair work.

Liquid Spilled

Joe received an email reporting that Waste Management truck number 314106 had spilled liquid across the streets of………………………………………………………………………………

Joe visited the site and observed the spill covering approximately 100 yards, from 1600 to 2100 Estero Boulevard…………………………………………………………………………………

Joe contacted Marcelo, the Waste Management claim and compliance officer, to inform him of the spill. Marcelo responded that he would arrive in a few hours to address the issue and begin the cleanup process

To: Route Managers; alopezm1@wm.com,afleites@wm.com,rnunezr@wm.com,rgoycoch@wm.com,spantin@wm.com,ddfranc@wm.com,cferna13@wm.com,emedal1@wm.com,mcarril4@wm.com

CC: Natalie

Subject: 990 Coconut Circle E Service Request 353664

Good Morning/Afternoon

Please HOC for Monday August 19, 2024. The customer stated trash truck placed her cart back down at a different location than where it was originally placed.

Can you please ask the driver the driver to place the cart back in the same location where he collected it?

Please HOC this address 990 Coconut Circle E, for the next two trash collections.

Please add before and after pictures

Thank you

To: Route Managers; alopezm1@wm.com,afleites@wm.com,rnunezr@wm.com,rgoycoch@wm.com,spantin@wm.com,ddfranc@wm.com,cferna13@wm.com,emedal1@wm.com,mcarril4@wm.com

CC: Natalie

Subject: 990 Coconut Circle E Service Request 353664

Good Morning/Afternoon

The customer addressed that waste management truck drivers were dumping liquid into a storm drain around 12:30 pm on 08/20/24

Can you please verify and found out what really happen at 4530 Botanical Place Cir

Please provide before and after pictures

Thank you

To: Routehas Managers; alopezm1@wm.com,afleites@wm.com,rnunezr@wm.com,rgoycoch@wm.com,spantin@wm.com,ddfranc@wm.com,cferna13@wm.com,emedal1@wm.com,mcarril4@wm.com

CC: Natalie/Jeremy

Subject: 990 Coconut Circle E-Service Request 353664

Good Morning/Afternoon

The customer advised that her trash has been getting missed for about a month

Please HOC this for the next two trash collections on Monday at 3034 Juniper Way starting Monday 26, 2024

Please provide before and after pictures

To: Roon Mondayute Managers; alopezm1@wm.com,afleites@wm.com,rnunezr@wm.com,rgoycoch@wm.com,spantin@wm.com,ddfranc@wm.com,cferna13@wm.com,emedal1@wm.com,mcarril4@wm.com

CC: Natalie

Subject: 990 Coconut Circle E-Service Request 353664

Good Morning/Afternoon

The customer advised that her trash has been getting missed for the past 3 Mondays

She has the trash cart out today Please go back for collection today and after pictures

In addition, please HOC this for the next two trash collection on Monday 26, 2024

Please provide before and after pictures

To: Route Managers; alopezm1@stated wm.com,afleites@wm.com,rnunezr@wm.com,rgoycoch@wm.com,spantin@wm.com,ddfranc@wm.com,cferna13@wm.com,emedal1@wm.com,mcarril4@wm.com

CC: Natalie

Subject: 990 Coconut Circle E-Service Request 353664

Good Morning/Afternoon

Please HOC for Monday 19 2024. The customer stated trash truck placed her cart back down at a different location than where it was originally placed

Can you please ask the drivers to place the cart back in the same location he collected it

Please HOC this address 990 Coconut Cir E for the next two trash collections

Subject: Hydraulic Fluid Leak

Address: 7800 Umberto Ct

Request #: 353805

Investigator: (Joe)

Contact #: 239-398-3920

PUBLIC UTILITIES

ADMINISTRATOR CRITICAL INFORMATION REPORT

Date: 8/29/24

Specifics of Event:

At 10:46 a.m., Gonzalez and Joe received an email from Waste Management stating that recycling truck number 105950 had leaked hydraulic fluid on Verona Walk Circle.

At 10:56 a.m., Gonzalez arrived at the location and observed the Waste Management recycling truck parked on the side of the street at the corner of Verona Walk Circle and 7800 Umberto Ct. Gonzalez spoke with the driver, Eastman, who stated that the truck did not leak hydraulic fluid while driving, but only after he parked to drink water. At that point, he noticed the truck wasn’t functioning properly, got out, and discovered a leak underneath. Gonzalez advised him to call a mechanic.

At 12:09 p.m., the driver called Gonzalez to report that Waste Management mechanic William Arvada had inspected the truck and determined the leak was coming from the main valve, which he was able to fix on site. Gonzalez informed the driver that he could resume his route.

Subject: Hydraulic Fluid Leak

Address: 3922 Prospect

Request #: 353805

Investigator: (Joe)

Contact #: 239-398-3920

PUBLIC UTILITIES

ADMINISTRATOR CRITICAL INFORMATION REPORT

Date: 8/29/24

Specifics of Event:

At 11:24 a.m., Investigator John received a notification from Christiana, a WM dispatcher, that truck number 202-257 had broken down on Prospect Avenue due to a hydraulic leak. John contacted WM compliance inspector Marcelo, who informed him he was on his way to the location and that the truck was near Carina Park.

At 11:39 a.m., John arrived at the scene and observed truck number 202-257 parked in the Carina Park parking lot, near the dumpster area. Spill control litter had already been spread over the affected area. WM front load manager Darrell, the driver Alvarez, and a mechanic were all present. Darrell explained that the issue was a hydraulic line running from the back to the front of the truck, which was leaking at the rear only when the driver applied the brakes. He also stated that the truck would need to be repaired at the shop.

By 11:45 a.m., the hose was no longer leaking, and a cloth was tied around it to prevent further leakage during the drive back to the shop. The truck was cleared to return to the shop.

John continued his investigation, backtracking the route to determine where the spill started. The spill appeared to have begun at 3868 Prospect Avenue and ended at 3405 Prospect Avenue. There was no contact with soil or stormwater drains, and approximately one gallon of hydraulic fluid had spilled on the ground.

Subject: Coolant Fluid Leak

Address: 2567 Shamrock Circle

Request #: 353805

Investigator: (Joe)

Contact #: 239-398-3920

PUBLIC UTILITIES

ADMINISTRATOR CRITICAL INFORMATION REPORT

Date: 8/29/24

Specifics of Event:

At 8:49 a.m., Joe received an email from WM reporting that garbage truck number 105209 was leaking coolant at 8931 Shamrock Circle.

At 9:22 a.m., Joe arrived at the location and observed the WM truck parked in front of 8931 Shamrock Circle, as well as another WM truck parked in front of 31 Channel Circle, both leaking coolant. Joe contacted Angel, the trash route manager, to request GPS information for truck number 105209.

Joe then called Marcelo, WM’s claims and compliance officer, to inform him of the spill. Marcelo said he would arrive in two hours to clean it up.

At 9:30 a.m., mechanic William Alvarado arrived on-site, inspected the truck, and identified the leak as coming from the cap heater hose. He stated he would repair it on location.

At 10:00 a.m., Joe observed that the spill had not made contact with water or soil. Mechanic William Alvarado confirmed that the truck had leaked four gallons of coolant fluid and completed the repair.

At 10:22 a.m., Joe inspected the truck for any further leaks and cleared it to continue its route. After receiving the truck’s GPS data, Joe backtracked the spill and determined it started at 8609 Shamrock Circle and ended at 8931 Shamrock Circle.

At 2:30 p.m., Joe called the resort manager, who referred him to Michelle, the property manager of Mustang Island. Unable to reach her, Joe left a voicemail informing her of the spill in the community and that cleanup efforts were underway.

At 4:42 p.m., Joe forwarded the report to all route managers at WM and sent a copy to supervisor Nathan.

Subject: Property Damage Pole Gate

Address: 5084 Imperial Golf Course

Request #: 353805

Investigator: (Joe)

Contact #: 239-398-3920

PUBLIC UTILITIES

ADMINISTRATOR CRITICAL INFORMATION REPORT

Date: 8/29/24

Specifics of Event:

At 1:23 p.m., Joe received an email from Waste Management reporting that WM truck number 156732 had struck a pole at the entrance of Marshall Golf Course.

At 2:21 p.m., Joe arrived at the scene and observed that the entrance gate was damaged and tilted. He called WM claims and compliance investigator Marcelo to inform him of the incident, and Marcelo said he was on his way.

At 2:35 p.m., Marcelo arrived and repaired the gate, restoring it to proper working order.

At 3:01 p.m., Joe called Erin Hudson from Compass Rose Property Management and left a voicemail.

On June 12, 2024, at 11:45 a.m., Joe called Erin again and left a message stating that the repairs had been completed and asked if she had received the earlier message or email.

Corrective Action Response:

WM has taken responsibility for the damage and completed the necessary repairs.

Subject: Property Damage Mailbox

Address: 3456 JuventusCt

Request #: 353805

Investigator: (Joe)

Contact #: 239-398-3920

PUBLIC UTILITIES

ADMINISTRATOR CRITICAL INFORMATION REPORT

Date: 8/29/24

Specifics of Event:

At 11:00 a.m., Investigator Joe received a service request from Waste Management stating that a customer, Bill Molly (239-272-222), reported that his washer was out for pickup along with his trash bin. He placed the trash about three feet from his mailbox and one foot away from the washer. Bill claimed that the trash truck hit his mailbox, which is now on the ground.

At 1:00 p.m., Joe visited the site and spoke with Bill, who mentioned that he did not witness the mailbox being hit by the Waste Management truck. He said he placed his trash cart near the mailbox at 8:00 a.m., and when he returned at 10:30 a.m., the mailbox was already on the ground. Joe observed the mailbox lying on the ground but found no damage consistent with a Waste Management truck—there were no green or black paint marks, tire tracks, or other evidence. It appeared that the mailbox had fallen previously and had been repaired. Joe requested GPS and video footage from Waste Management trucks from all route managers.

At 3:08 p.m., Joe received GPS data from Waste Management for the trucks that serviced the street. Based on the video footage, it was determined that the mailbox was already damaged before any trucks serviced the area.

At 3:34 p.m., Joe called Bill and left a voicemail, explaining that based on the evidence provided and his observations, Waste Management is not responsible for damaging the mailbox.

At 3:53 p.m., Joe forwarded the report to all route managers at Waste Management.

Corrective Action Response:

Waste Management is not at fault for the property damage.

Subject: Property Damage Mailbox

Address: 412 Antigua St Naples FL 34113

Service Request #:359440

Investigator: Akpenawo Nyanudor

Contact #: 239-398-3920

PUBLIC UTILITIES

ADMINISTRATOR CRITICAL INFORMATION REPORT

Date: 09/23/24

Specifics of Event:

3:37 PM Joe received an email from customer service reporting that customer Diane claimed a Waste Management (WM) truck had damaged her mailbox at 412 Antigua St.
4:16 PM Joe visited the customer’s house but due to time constraint Joe called Diane to inform her that he would visit her location the following morning to inspect the damage mailbox
September 24, 2024
10:35 AM Joe arrived at 412 Antigua St and spoke with Diane. She stated that the Waste Management truck had pushed her mailbox slightly back. However, upon inspection, it was difficult to detect any green or yellow paint marks, or tire tracks on the ground. According to Diane, this issue has been recurring due to the lack of space for trucks to turn around.
10:55 AM Joe contacted Marcelo, the Claims and Compliance Officer at Waste Management, to inform him of the mailbox complaint and sent a photo of the slightly shifted mailbox. Marcelo responded that he would be on his way to reposition the mailbox to its original location as a courtesy.

Response for Corrective Action:

WM would reposition the mailbox to its original location as a courtesy.

Safety/MOT: None.

Required help/assistance:

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

Fiscal/Procurement Section:

Pollution Control:

Risk Management:

FDEP:

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

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

PUD PIO:

Compliance/Lab Section:

Collier County Sheriff’s Office:

Marco Island:

Everglades City:

Property Management Contact Information:

Property Owner: Diane Mefford
Phone Number:239-777-6409
E-mail Address: dmmefford@embarqmail.com
Address: 412 Antigua St Naples FL 34113

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

Attachments: (Pictures and/or Location Map)

Supervisor for the event:

Name: Natalie Pochmara
Cell: 239-821-3540

Managerfor the event:

Name: Matthew Hayes
Office: 239-438-0185

Spill & Damage Report Samples

PUBLIC UTILITIES

ADMINISTRATOR CRITICAL INFORMATION REPORT

Date: 09/27/24

Specifics of Event:

12:12 PM Joe received an email from customer service reporting that a customer Leon Jones claimed a Waste Management truck had damaged his driveway at 4301 11th 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 Richards 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 Marshall 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 John Mark for review and she replied that Marshall needs to access the damage before the final report
4:20PM Joe called Marshall 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 Marshall to verify what was his assessment he confirm that the tire marks are indeed WM tire marks

PUBLIC UTILITIES

ADMINISTRATOR CRITICAL INFORMATION REPORT

9/17/24

3:38 p.m. – An email was received by Joe from a resident, reporting that a Waste Management truck was spilling trash and liquid along Morning Sun Lane.

4:30 p.m. – Joe arrived at Morning Sun Lane and observed significant leakage of trash and liquid from a Waste Management truck. The spill extended along the entire street, from 1600 to 2155 Morning Sun Lane. The leaked material created a visible trail of trash and liquid.

4:37 p.m. – Joe conducted a broader survey of the Heritage Greens community to determine if additional streets were affected. Upon inspecting Crestview Way, it was noted that the same truck had spilled trash and liquid from 1881 to 2108 Crestview Way, similar to the condition on Morning Sun Lane.

4:41 p.m. – Joe contacted Marcelo, the Claims and Compliance Officer for Waste Management, to report the spill affecting the Heritage Greens community. There was no response, so a voicemail was left detailing the incident.

9/18/24

8:35 a.m. (next day) – Joe returned Marcelo’s call, providing an update on the spill within the Heritage Greens community. Marcelo confirmed that upon receipt of the formal report, he would initiate a site visit and commence the cleanup process.

9:35 a.m. – Joe arrived at the Heritage Greens community to continue the assessment of the spill. Further inspection of Morning Sun Lane revealed that the trash and liquid appeared to have originated from a hole in the Waste Management truck, leaving a consistent linear trail with trash deposits approximately every 12 yards.

10:30 a.m. – Joe visited the Heritage Greens community office to report the incident and inform the property management of Waste Management’s cleanup plan. However, no personnel were present at the office at that time.

10:45 a.m. – Joe called the Heritage Greens office at 239-777-2424 and spoke with Garrett, who informed him that multiple property management companies were responsible for the development. Garrett confirmed he would assist in addressing the issue.

11:15 a.m. – Joe and Garrett conducted a site survey via golf cart, identifying all areas impacted by the trash and liquid spill within the Heritage Greens community.

12:30 p.m. – Joe contacted Darrell Management Group at 239-456-2727 and spoke directly with Casey George. He informed her of the incident and confirmed that Waste Management would be responsible for the cleanup efforts.

1:05 p.m. – Joe contacted the resident who initially reported the incident. He provided an update on the status of the cleanup efforts and explained Waste Management’s plan for addressing the spill.

Additional Monitoring:

2:45 p.m. – Joe arrived at Golden Gate City to follow up on the Waste Management truck involved in the spill. No further trash or liquid was found at that moment in Golden Gate City or in any of the areas indicated by the truck’s GPS.

3:35 p.m. – Joe arrived at the Victoria Park community, where the Waste Management truck had conducted collections after leaving Heritage Greens. No additional spills or issues were identified at this location.

9/19/24

8:46 a.m.: Joe contacted Angel to request the GPS location data for truck 105198, which had spilled trash in the Heritage Greens community. Angel informed Joe that he was not in the office at the time but would provide the GPS details in the afternoon. Angel also indicated that the truck had likely been in several areas prior to Heritage Greens, including Quail Woods, Regions Park, and Crescent Lake Community.

9:53 a.m.: Joe arrived at Quail Woods Community and conducted a search of the streets known as The Lane. No debris was observed at this location.

10:10 a.m.: Joe proceeded to Regions Park, as per Angel’s suggestion. After a thorough inspection of the area, no trash or debris was found on the streets or in the surrounding circle.

10:30 a.m.: Joe arrived at Crescent Lake Community and performed a visual inspection, driving around the circle. No debris was discovered at this site.

11:00 a.m.: Joe arrived at Victoria Park for further investigation. No debris was observed. Joe spoke with a resident, Mark Collin, who confirmed that on Tuesday, following the waste management truck’s route, there were six distinct locations with visible debris across the neighborhood. The mess was substantial enough that a street sweeper had to clean the area twice.

12:30 p.m.: Joe continued his investigation at Golden Gate City, backtracking the route of the waste management truck suspected of spilling trash and liquid waste in Heritage Greens Community.

2:00 p.m.: Joe followed up with Angel regarding the GPS information. Angel sent the requested GPS data.

3:30 p.m.: Joe received a return call from customer Lee Gizzy, whom he had previously contacted. Joe informed Lee that arrangements were being made to clean up the affected areas in the Heritage Greens community.

4:00 p.m.: Jeremy continue backtracking the truck’s route while the incident report was being finalized as per supervisor instructions.

PUBLIC UTILITIES

ADMINISTRATOR CRITICAL INFORMATION REPORT

Date: 8/19/24

Specifics of Event:

11:00 am Investigator Gonzalez received a service request from Waste Management (WM) stating that the customer Bill Mueller at 239-732-7393 stated that he had a washer out for pick up and his trash bin. He had the trash next to the washer. He had the trash about three feet away from the mailbox and a foot away from the washer. Customer states that the trash truck hit his mailbox and it is now on the ground.
1:00 pm Gonzalez made a site visit and spoke with Bill who stated that he did not see the mailbox getting hit by a WM truck, but he stated that he put his trash cart next to it at 8 am and when he came back at 10:30 am the mailbox it was already down on the floor. Gonzalez observed the mailbox on the floor but did not see any damage consistent with WM trucks no green or black paint on the mailbox or any tire marks and looked like it had fallen before, and they tried to repair it. Gonzalez requested GPS and video proof from the WM trucks from all route managers.
3:08 pm Gonzalez received all WM trucks’ GPS that serviced that street and based on the video proof of the trucks it appears that the mailbox was already damaged before any truck serviced his house.
3:34 pm Gonzalez called Bill and left him a voicemail advising him that based on the evidence that WM has provided and based on observations we have concluded that WM is not responsible for damaging his mailbox.
3:53 pm Gonzalez forwarded the report to all route managers at WM.

PUBLIC UTILITIES

ADMINISTRATOR CRITICAL INFORMATION REPORT

Date: 8/29/24

Specifics of Event:

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

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

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

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

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

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

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

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

Response for Corrective Action:

PLAIN REPORT 6059 EVERETT ST

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

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

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

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

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

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

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

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

PUBLIC UTILITIES

ADMINISTRATOR CRITICAL INFORMATION REPORT

Date: 8/29/24

Specifics of Event:

10:46 am Gonzalez and Joe received an email from Waste Management (WM) stating that recycling truck number 105950 leaked hydraulic fluid on Verona Walk Circle and Umberto Ct.

10:56 am Gonzalez arrived at the location and observed the WM recycle truck parked on the side of the street on Verona Walk Circle on the corner of 7800 Umberto Ct. Gonzalez spoke with the driver Yoesland Camejo WM driver and he stated that he did not leak on any street only when he packed to drink some water did he notice that the truck was not working right and got down to inspect and noticed a small drops of hydraulic fluid started to drip on the ground. Gonzalez advised him to give him a call back when the mechanic got there.

12:09 pm Gonzalez received a call from Yoesland advising that WM Mechanic , William Alvarado inspected the truck and concluded that the leak was coming from the main valve and was able to fix it on site. Gonzalez advised him that he could continue his route. Gonzalez received the truck GPS

3:30 pm Gonzalez and Joe on location inspected the affected area and concluded that he only leaked on the corner of 7800 Umberto CT on Verona Walk Circle and approximately a cup of fluid was spilled. Gonzalez observed that the spilled did not make contact with water or soil. Gonzales call Marcelo Menejias, WM Claim and Compliance, to make him aware of the spills and to request a cleanup as soon as possible he stated that he could go today for the clean up

4:00 pm Gonzalez and Joe went to talk to the secretary of the General Manager of Verona Walk Property, and she provided us with the contact information of the General Manager, Shannon Roughgarden, 239-774-0026 Gonzalez also left her a message advising of the spills and that we are working on cleaning it up

PUBLIC UTILITIES

ADMINISTRATOR CRITICAL INFORMATION REPORT

Date: 8/29/24

Specifics of Event:

10:46 am Gonzalez and Joe received an email from Waste Management (WM) stating that recycling truck number 105950 leaked hydraulic fluid on Verona Walk Circle and Umberto Ct.

10:56 am Gonzalez arrived at the location and observed the WM recycle truck parked on the side of the street on Verona Walk Circle on the corner of 7800 Umberto Ct. Gonzalez spoke with the driver Yoesland Camejo WM driver and he stated that he did not leak on any street only when he packed to drink some water did he notice that the truck was not working right and got down to inspect and noticed a small drops of hydraulic fluid started to drip on the ground. Gonzalez advised him to give him a call back when the mechanic got there.

12:09 pm Gonzalez received a call from Yoesland advising that WM Mechanic , William Alvarado inspected the truck and concluded that the leak was coming from the main valve and was able to fix it on site. Gonzalez advised him that he could continue his route. Gonzalez received the truck GPS

3:30 pm Gonzalez and Joe on location inspected the affected area and concluded that he only leaked on the corner of 7800 Umberto CT on Verona Walk Circle and approximately a cup of fluid was spilled. Gonzalez observed that the spilled did not make contact with water or soil. Gonzales call Marcelo Menejias, WM Claim and Compliance, to make him aware of the spills and to request a cleanup as soon as possible he stated that he could go today for the clean up

4:00 pm Gonzalez and Joe went to talk to the secretary of the General Manager of Verona Walk Property, and she provided us with the contact information of the General Manager, Shannon Roughgarden, 239-774-0026 Gonzalez also left her a message advising of the spills and that we are working on cleaning it up

08/30/24

10:49 am Joe forwarded the report to all route managers at WM and forwarded the report to Supervisor to Natalie Pochmara

PUBLIC UTILITIES

ADMINISTRATOR CRITICAL INFORMATION REPORT

Date: 8/29/24

Specifics of Event:

By 11:45 a.m., the hose was no longer leaking, and a cloth was tied around it to prevent further leakage during the drive back to the shop. The truck was cleared to return to the shop.

PUBLIC UTILITIES

ADMINISTRATOR CRITICAL INFORMATION REPORT

Date: 8/29/24

Specifics of Event:

At 8:49 a.m., Joe received an email from WM reporting that garbage truck number 105209 was leaking coolant at 8931 Shamrock Circle.

Joe then called Marcelo, WM’s claims and compliance officer, to inform him of the spill. Marcelo said he would arrive in two hours to clean it up.

At 9:30 a.m., mechanic William Alvarado arrived on-site, inspected the truck, and identified the leak as coming from the cap heater hose. He stated he would repair it on location.

At 4:42 p.m., Joe forwarded the report to all route managers at WM and sent a copy to supervisor Nathan.

PUBLIC UTILITIES

ADMINISTRATOR CRITICAL INFORMATION REPORT

Date: 8/29/24

Specifics of Event:

At 1:23 p.m., Joe received an email from Waste Management reporting that WM truck number 156732 had struck a pole at the entrance of Marshall Golf Course.

At 2:35 p.m., Marcelo arrived and repaired the gate, restoring it to proper working order.

At 3:01 p.m., Joe called Erin Hudson from Compass Rose Property Management and left a voicemail.

On June 12, 2024, at 11:45 a.m., Joe called Erin again and left a message stating that the repairs had been completed and asked if she had received the earlier message or email.

Corrective Action Response:

WM has taken responsibility for the damage and completed the necessary repairs.

PUBLIC UTILITIES

ADMINISTRATOR CRITICAL INFORMATION REPORT

Date: 8/29/24

Specifics of Event:

At 3:34 p.m., Joe called Bill and left a voicemail, explaining that based on the evidence provided and his observations, Waste Management is not responsible for damaging the mailbox.

At 3:53 p.m., Joe forwarded the report to all route managers at Waste Management.

Corrective Action Response:

Waste Management is not at fault for the property damage.

DAILY GENERAL ACTIVITY

GENERAL SHORT SUMMARY – COMMENT.

CARTS/MISSED/DRIVEWAY/YARD WASTE/

Joe received an email stating that waste Management truck was spilling trash on Court way Street. Joe called the customer Lynn Gizzy,but there was no response and Joe left a voicemail.

NO FURTHER ACTIONS ARE REQUIRED

Joe was on-site for a follow-up inspection and observed that the yard waste violation had been resolved. Joe informed the customer of the resolution and the customer was happy. Joe will continue to monitor the area to ensure compliance moving forward. No further actions are required.

MAILBOX SHORT NOTE

The customer reported that their mailbox was hit by a Waste Management truck. Joe visited the customer’s house to verify the complaint and inspect the mailbox. He knocked on the door but received no answer. Joe then called the customer, who mentioned that……………………………
Joe attempted to call Marcelo to inform him but received no response, so he left a voicemail requesting a callback.

RECYCLE/TRASH SPILL

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

COOLANT LEAK

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

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

WATER PUD/PROPERTY DAMAGE/SPILLS

QUICK COMMENT

Water PUD

Joe emphasized that, going forward, the customer must notify the water department before making any changes to the water line.

Property Damage

Joe visited the site and confirmed the damage to the ……………………………………………

Liquid Spilled

GENERAL ALL SHORT SUMMARY

LEACHATE SPILL

The customer reported that a Waste Management trash truck was spilling trash along Morning Sun Lane. Joe visited the site in the Heritage Greens community to verify the complaint. During his visit, Joe observed that the Waste Management truck was discharging liquid and scattering trash on the street, particularly between addresses 1600 and 3100 Morning Sun Lane, in intervals of about 12 yards. Joe attempted to contact Marcello, the Waste Management claims and compliance officer, but received no response and left a voicemail requesting a callback.

RE INPECTION SUMMARY COMMENT

Joe performed a follow-up site inspection at 4705 Arboretum Circle to assess the coolant leak marks on the street. Joe noted that the marks were no longer visible. To ensure a thorough evaluation, Joe walked the entire length of the affected area and inspected both the street and adjacent sidewalks. No signs of coolant residue or staining were found during his examination. He also checked nearby storm drains to confirm that no coolant had entered the drainage system. In addition, Joe spoke with a few local residents who confirmed that they had not noticed any further issues since the initial cleanup. 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 cleanup efforts were successful. He documented his findings with updated photos and notes, which will be included in the final report. Joe’s thorough review indicates that the issue has been fully resolved and no further action is required at this time.

RE INPECTION SUMMARY COMMENT

Joe conducted a follow-up site inspection at 4705 Arboretum Circle to assess the coolant leak marks on the street. Joe observed that the leak marks were no longer visible. Joe drive around the circle to found any coolant marks but nothing visible out there

LAWN DAMAGE

Joe received an email from customer service that a Waste Management truck had driven over a customer’s grass on Gold Coast Ct. After inspecting the damage and consulting with the claims and compliance officer, Marcelo Menejias who confirmed that the tire marks were not from a Waste Management vehicle. Joe then called the customer and left a voicemail stating that based on the evidence gathered it has showed that Waste Management is not responsible for the damage

DUMPSTERS OVERFLOW

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.

ROUTE MANAHERS COMMENT

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.

DRIVEWAY DAMAGE

Joe received an email from customer service informing him that Leon Jones, a customer, claimed that a Waste Management truck had damaged his driveway. Joe visited the site and knocked on the customer’s door, but there was no response. He then called Leon to ask if he had any evidence of the truck causing the damage. The customer replied that he had no evidence, except for visible tire marks. Joe observed several tire marks on the driveway but found it difficult to confirm if they were from a Waste Management truck. Joe then contacted Marcelo, the Waste Management claims and compliance officer, who said he would visit the site to investigate further.

UMBERTO REINSPECTION

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.

NO FURTHER ACTIONS REQUIRED

GENERAL EMAIL TO ROUTE MANAGERS

To: Route Managers; alopezm1@wm.com,afleites@wm.com,rnunezr@wm.com,rgoycoch@wm.com,spantin@wm.com,ddfranc@wm.com,cferna13@wm.com,emedal1@wm.com,mcarril4@wm.com

CC: Natalie

Subject: 990 Coconut Circle E Service Request 353664

Good Morning/Afternoon

Please HOC for Monday August 19, 2024. The customer stated trash truck placed her cart back down at a different location than where it was originally placed.

Can you please ask the driver the driver to place the cart back in the same location where he collected it?

Please HOC this address 990 Coconut Circle E, for the next two trash collections.

Please add before and after pictures

Thank you

To: Route Managers; alopezm1@wm.com,afleites@wm.com,rnunezr@wm.com,rgoycoch@wm.com,spantin@wm.com,ddfranc@wm.com,cferna13@wm.com,emedal1@wm.com,mcarril4@wm.com

CC: Natalie

Subject: 990 Coconut Circle E Service Request 353664

Good Morning/Afternoon

The customer addressed that waste management truck drivers were dumping liquid into a storm drain around 12:30 pm on 08/20/24

Can you please verify and found out what really happen at 4530 Botanical Place Cir

Please provide before and after pictures

Thank you

To: Routehas Managers; alopezm1@wm.com,afleites@wm.com,rnunezr@wm.com,rgoycoch@wm.com,spantin@wm.com,ddfranc@wm.com,cferna13@wm.com,emedal1@wm.com,mcarril4@wm.com

CC: Natalie/Jeremy

Subject: 990 Coconut Circle E-Service Request 353664

Good Morning/Afternoon

The customer advised that her trash has been getting missed for about a month

Please HOC this for the next two trash collections on Monday at 3034 Juniper Way starting Monday 26, 2024

Please provide before and after pictures

To: Roon Mondayute Managers; alopezm1@wm.com,afleites@wm.com,rnunezr@wm.com,rgoycoch@wm.com,spantin@wm.com,ddfranc@wm.com,cferna13@wm.com,emedal1@wm.com,mcarril4@wm.com

CC: Natalie

Subject: 990 Coconut Circle E-Service Request 353664

Good Morning/Afternoon

The customer advised that her trash has been getting missed for the past 3 Mondays

She has the trash cart out today Please go back for collection today and after pictures

In addition, please HOC this for the next two trash collection on Monday 26, 2024

Please provide before and after pictures

To: Route Managers; alopezm1@stated wm.com,afleites@wm.com,rnunezr@wm.com,rgoycoch@wm.com,spantin@wm.com,ddfranc@wm.com,cferna13@wm.com,emedal1@wm.com,mcarril4@wm.com

CC: Natalie

Subject: 990 Coconut Circle E-Service Request 353664

Good Morning/Afternoon

Please HOC for Monday 19 2024. The customer stated trash truck placed her cart back down at a different location than where it was originally placed

Can you please ask the drivers to place the cart back in the same location he collected it

Please HOC this address 990 Coconut Cir E for the next two trash collections

GENERAL PROPERTY DAMAGE REPORT

MAILBOX DAMAGE

At 3:45 p.m., Joe received a service request from customer Diana Fulham (239-77-4235) reporting that a Waste Management truck had struck her mailbox.

At 4:15 p.m., Joe called Diana and informed her that he would visit the following morning to assess the damage to the mailbox.

At 9:30 a.m., Joe visited the site and spoke with Diana, who explained that the Waste Management truck hit her mailbox while turning around in a cul-de-sac. Upon inspection, Joe noticed that the mailbox was leaning at an angle but did not observe any visible damage. He also noted there were no green or black paint marks, nor were there any tire marks on the ground to suggest the truck had been near the mailbox.

At 11:00 a.m., Joe requested GPS and video footage from the Waste Management truck route managers to verify the incident.

At 3:00 p.m., Joe received the GPS data and video evidence from the Waste Management trucks servicing the street. Based on the video, it appeared that one of the trucks had indeed hit the mailbox while reversing.

Joe then called Diana to inform her that, based on the evidence, Waste Management is responsible for the damage to her mailbox.

PROPERTY DAMAGE

Joe visited the site and confirmed the damage to the ……………………………………………

ENTRANCE GATE POLE

At 1:23 p.m., Joe received an email from Waste Management reporting that WM truck number 156732 had struck a pole at the entrance of Marshall Golf Course.

At 2:35 p.m., Marcelo arrived and repaired the gate, restoring it to proper working order.

At 3:01 p.m., Joe called Erin Hudson from Compass Rose Property Management and left a voicemail.

On June 12, 2024, at 11:45 a.m., Joe called Erin again and left a message stating that the repairs had been completed and asked if she had received the earlier message or email.

Corrective Action Response:

WM has taken responsibility for the damage and completed the necessary repairs.

MAILBOX DAMAGE

At 3:34 p.m., Joe called Bill and left a voicemail, explaining that based on the evidence provided and his observations, Waste Management is not responsible for damaging the mailbox.

At 3:53 p.m., Joe forwarded the report to all route managers at Waste Management.

Corrective Action Response:

Waste Management is not at fault for the property damage.

GRASS DAMAGE

At 2:34 p.m., Investigator Joe received an email from WM reporting that a WM truck had driven over the grass on Everett Street.

At 2:49 p.m., Joe arrived at the location on Everett Street and observed WM truck number 314237 parked across from 6059 Everett Street. Joe saw WM manager Emilio speaking with the driver while taking pictures.

At 2:53 p.m., Joe had a brief conversation with Emilio, who explained that the driver had run over the grass while trying to make way for an oncoming vehicle.

At 3:08 p.m., Joe contacted Marcelo, the Claims and Compliance Officer, to inform him of the incident. Marcelo stated that he would visit the site to assess the damage, but would wait for the property owner’s decision.

At 4:12 p.m., Joe visited the customer’s house and spoke directly with Tammy that Waste Management should repair the damaged grass. However, she mentioned that the decision needed to be confirmed with her husband, David.

At 4:18 p.m., Joe called David, explained the incident, and David agreed that Waste Management should proceed with the repair.

LAWN DAMAGE

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.

DRIVEWAY DAMAGE

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 Goycochea one of the WM Route Managers, 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.

Based on the observations, it does not appear that Waste Management is responsible for the damage.

Bottom of Form

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.

MAILBOX DANAGE

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 ANTIGUA

3:37 PM Joe received an email from customer service reporting that customer Diane claimed a Waste Management (WM) truck had damaged her mailbox at 412 Antigua St.
4:16 PM Joe visited the customer’s house but due to time constraint Joe called Diane to inform her that he would visit her location the following morning to inspect the damage mailbox
September 24, 2024

10:35 AM Joe arrived at 412 Antigua St and spoke with Diane. She stated that the Waste Management truck had pushed her mailbox slightly back. However, upon inspection, it was difficult to detect any green or yellow paint marks, or tire tracks on the ground. According to Diane, this issue has been recurring due to the lack of space for trucks to turn around.
10:55 AM Joe contacted Marcelo, the Claims and Compliance Officer at Waste Management, to inform him of the mailbox complaint and sent a photo of the slightly shifted mailbox. Marcelo responded that he would be on his way to reposition the mailbox to its original location as a courtesy.

Response for Corrective Action:

WM would reposition the mailbox to its original location as a courtesy

GOLDCOAST LAWN DAMAGE

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.

GENERAL SPILL REPORT 1a

GENERAL SPILL

12:54 pm.Joe received an email from Customer Service stating that a customer, John More reported that a Waste Management truck had leaked hydraulic fluid on Luciana Way
1:30 pm.Joe arrived at Marshall Community and observed fluid leaks on Luciana Way,
2:30 pm.Joe called Marcelo Menejias, the Claims and Compliance Officer at Waste Management, but there was no response. Joe left a voicemail requesting a callback.
3:00 pm.After inspecting the area, Joe confirmed that the spilled liquid appeared to be hydraulic fluid.
3:05 pm.Joe drove through the community to check for additional leaks and found more on Redona Way and Kendari Terrace and the leak has no contact with soil or water.
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 and confirmed that he had authorized Waste Management to proceed with the clean-up

Liquid Spilled

COMMUNITY SPILL

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 fluid leaks on Santiago Circle, Luciana Lane, and Ocean Drive.
2:30 pm.Joe called Marcelo Menejias, the Claims and Compliance Officer at Waste Management, but there was no response. Joe left a voicemail requesting a callback.
3:00 pm.After inspecting the area, Joe confirmed that the spilled liquid appeared to be hydraulic fluid.

3:05 pm. Joe drove through the community to check for additional leaks and found more on Redona Way and Kendari Terrace and noted that the coolant had not come into contact with water or soil.

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 and confirmed that he had authorized Waste Management to proceed with the clean-up

PUBLIC STREET SPILL

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.

HYDRAULIC FLUID SPILL

10:46 a.m., Gonzalez and Joe received an email from Waste Management stating that recycling truck number 105950 had leaked hydraulic fluid on Verona Walk Circle.

HYDRAULIC LEAK

By 11:45 a.m., the hose was no longer leaking, and a cloth was tied around it to prevent further leakage during the drive back to the shop. The truck was cleared to return to the shop.

COOLANT LEAK

At 8:49 a.m., Joe received an email from WM reporting that garbage truck number 105209 was leaking coolant at 8931 Shamrock Circle.

Joe then called Marcelo, WM’s claims and compliance officer, to inform him of the spill. Marcelo said he would arrive in two hours to clean it up.

At 9:30 a.m., mechanic William Alvarado arrived on-site, inspected the truck, and identified the leak as coming from the cap heater hose. He stated he would repair it on location.

At 4:42 p.m., Joe forwarded the report to all route managers at WM and sent a copy to supervisor Nathan.

HOLLIDAY MANOR SPILL

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 to landfill to empty 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:

Palm Drive
Oaks Lane
Temple Lane
Willow Lane
Redwood Lane

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

HERRITAGE GREENS SPILL

3:38 PM Joe received an email stating that a Waste Management truck was spilling trash along Morning Sun Lane.

4:30 PM Joe arrived at the scene on Morning Sun Lane and observed trash and liquid leaking from a Waste Management truck, leaving a trail of debris and liquid visible along the entire street, from 1600 to 2155 Morning Sun Lane.

4:37 PM Joe drove through the Heritage Greens community to check if other streets were affected. Upon turning onto Crestview Way, Joe noticed that the truck had also spilled trash and liquid along the street, from 1881 to 2108 Crestview Way, similar to what was seen on Morning Sun Lane.

4:41 PM Joe called Waste Management’s Claims and Compliance Officer, Marcelo, to inform him about the spill in Heritage Greens, but there was no response. Joe left a voicemail.

9/18/24

8:35 AM The next day, Joe returned Marcelo’s call to inform him about the spill in Heritage Greens. Marcelo confirmed that once the report was completed, he would head to the site to begin the cleanup process.

9:35 AM Joe returned to Heritage Greens to continue addressing the spill. Upon driving along Morning Sun Lane, he identified the specific locations where the trash and liquid had scattered. It appeared the trash was leaking from a hole in the truck, leaving a straight trail of liquid and trash at 12-yard intervals along the street.

10:30 AM Joe visited the Heritage Greens office to report the spill and inform them of Waste Management’s cleanup plan, but no one was present.

10:45 AM Joe called the Heritage Greens office at 239-326-6370 and spoke with Garrett, who mentioned that multiple property management companies handle the Heritage Greens development.

11:15 AM Joe and Garrett toured the community by golf cart to identify all the areas affected by the spill.

12:30 PM Joe called Darrill Management Group at 239-592-9115 and spoke with Casey George, informing her of the Waste Management truck spill. Joe assured her that Waste Management would handle the cleanup.

1:05 PM Joe contacted the customer who had originally reported the incident, explained the situation, and outlined the steps Waste Management was taking to clean up the spill.

2:45 PM Joe arrived in Golden Gate City to check the Waste Management truck that had spilled trash in Heritage Greens and verify whether any further spills had occurred. He confirmed that there were no additional spills in Golden Gate City.

3:35 PM Joe arrived in Victoria Park, where the truck had continued its collection route after leaving Heritage Greens. However, no spills were found in that area.

9/19/24

8:46 AM Joe called Angel to request the GPS for truck number 105198, which had spilled trash in the Heritage Greens community on Tuesday. Angel responded that he wasn’t in the office at the time but would send the GPS when he returned in the afternoon. He also suggested that the truck had been in several locations, including Quail Woods, Regions Park, and Crescent Lake community, before heading to Heritage Greens.

9:53 AM Joe arrived at Quail Woods community and drove down the streets called The Lane, but did not find any debris.

10:10 AM Joe visited Regions Park as suggested by Angel, observed no trash on the streets, and drove around the entire circle without finding anything.

10:30 AM Joe arrived at Crescent Lake community, drove around the circle, but found no debris.

11:00 AM Joe arrived at Victoria Park and found no debris at this location either. He spoke with a resident, Mark Collin, and asked if he had noticed any debris on the streets after the waste management truck passed on Tuesday. Mark confirmed that he had seen debris at various locations, and the mess was so severe that a street sweeper came twice to clean it up.

12:30 PM Joe arrived at Golden Gate City to continue tracking the waste management truck that spilled trash in Heritage Greens. At the this time found debris on 19^th Place SW, 44^th Terrance SW

2:00 PM Joe called Angel again to remind him about the GPS, and Angel sent it over.

3:30 PM Joe received a call back from a customer, Lynn Gizzi, to whom Joe had previously left a voicemail. Joe explained that arrangements were being made to clean up the community.

4:00 PM Supervisor Natalie suggested that Jeremy continue backtracking while the report was being prepared.

21 GROUPER DR

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.

TODAY

Subject: Concern About Driver Speed in Community

Dear [Route Manager’s Name],

I wanted to bring to your attention a concern from a customer, Timothy Delong. He reported that a Waste Management driver was driving too fast in his community on Monday, February 17th. Mr. Delong would appreciate it if the driver could be more mindful of their speed while servicing the area.

Please let me know if you need any additional details. Thank you for your attention to this matter.

Best,
[Your Name]
[Your Position]
[Your Contact Information]

REPORT REPORT

SPILL SHORT SUMMARY

Joe received a report from the Artesia Community about hydraulic fluid leaks caused by a Waste Management truck on multiple streets.

Joe confirmed leaks on Santiago Circle, Luciana Lane, and Ocean Drive, with additional leaks found on Redona Way and Kendari Terrace.

Joe contacted Waste Management’s Claims Officer, leaving a voicemail, and planned to continue his assessment the next day.
Joe spoke with the property manager, Brysen Russell, who confirmed landscaping workers saw the truck leaking and authorized Waste Management to handle the cleanup.

SPILL IN COMMUNITY

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.

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

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

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

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

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

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

MAILBOX

Joe received an email from Waste Management reporting that truck #106673 had struck a mailbox at 6172 Woodstone Dr.

Joe visited the site, and observed that the mailbox was hanging from its stand.

Joe reported the situation to 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, Mary Linhard who requested that Waste Management repair the 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 Drive 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 McGregor, had seen what happened. Joe then spoke with Alan, who explained that when the driver lifted the cart, they did not lower it before moving to the next house, causing the cart to strike the mailbox.
3:40 PM: Joe called Marcelo Magic, 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.

Joe investigated a claim from Leon Jones that a Waste Management truck damaged his driveway at 4701 15th Ave SW.
Upon inspection, Joe found tire marks but no clear evidence linking them to a Waste Management truck. Route Manager Richards Goycoth also determined the marks did not match their vehicles.
Joe informed Marcelo about the complaint and sent a report to Supervisor John Mark, who advised Marcelo to assess the damage before finalizing the report. Joe contacted Marshall, who confirmed he was on his way to evaluate the situation.

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

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

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.

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

Richards 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.

Joe called Marshall to inform him of the customer’s complaint. Marcelo stated he would wait for the report.

Joe emailed the report to Supervisor John Mark for review and she replied that Marshall needs to access the damage before the final report

Joe called Marshall 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 Marshall to verify what was his assessment he confirm that the tire marks are indeed WM tire marks

LEACHATE SPILLSHORT 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.

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.

At 2:34 p.m., Investigator Joe received an email from WM reporting that a WM truck had driven over Investigator Joe responded to a report that a Waste Management truck had damaged grass on Everett Street. He observed the truck and spoke with WM manager Emilio, who explained the incident occurred while avoiding an oncoming vehicle. Joe informed Claims Officer Marcelo, who planned to assess the damage pending the property owner’s decision. After speaking with the homeowner, Tammy, and her husband, David, they agreed Waste Management should handle the repairthe grass on Everett Street.

At 2:49 p.m., Joe arrived at the location on Everett Street and observed WM truck number 314237 parked across from 6059 Everett Street. Joe saw WM manager Emilio speaking with the driver while taking pictures.

At 2:53 p.m., Joe had a brief conversation with Emilio, who explained that the driver had run over the grass while trying to make way for an oncoming vehicle.

At 3:08 p.m., Joe contacted Marcelo, the Claims and Compliance Officer, to inform him of the incident. Marcelo stated that he would visit the site to assess the damage, but would wait for the property owner’s decision.

At 4:12 p.m., Joe visited the customer’s house and spoke directly with Tammy that Waste Management should repair the damaged grass. However, she mentioned that the decision needed to be confirmed with her husband, David.

At 4:18 p.m., Joe called David, explained the incident, and David agreed that Waste Management should proceed with the repair.

GENERAL SPILL REPORT 1a

GENERAL SPILL

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

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

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

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

3:05 pm.Joe drove through the community to check for additional leaks and found more on Redona Way and Kendari Terrace and the leak has no contact with soil or water.

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 and confirmed that he had authorized Waste Management to proceed with the clean-up

Liquid Spilled

GENEAL REPORT 2025 READY

GENERAL REPORT 2025

SPILL

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

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

2:00 pm. After inspecting the area, Joe confirmed that the spilled liquid appeared to be hydraulic fluid.

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

3:05 pm. Joe drove through the community to check for additional leaks and found more on Redona Way and Kendari Terrace and noted that approximately, three gallons of hydraulic fluid leaked in the community and had not come into contact with water or soil.

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 and confirmed that he had authorized Waste Management to proceed with the clean-up

MAILBOX DAMAGE

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

Joe arrived at the site and observed the mailbox stand was severely damaged and broken into pieces. Joe 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 damaged.

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

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

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

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

ENTRANCE GATE

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

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

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

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

DAMAGE GRASS

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

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

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

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

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

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

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

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

CURB DAMAGE

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

DRIVEWAY DAMAGE

Please write five shorts paragraphs of a report of a customer reported that WM trucks has damaged their driveway by reversing on the driveway at 2050 Bellaire Blvd. Using the following format to write the report

Paragraph 1

Joe received an email from customer service stating that John Marshall reported that WM trucks has been backing up on his driveway resulting in damaging the driveway at 2050 Bellaire Blvd

Paragraph 2

Joe arrived at the location and observe that the driveway has been cracked with many cracks on the driveway

Paragraph 3

Joe contacted WM claims and compliance officer Marcelo magic to inform him about the driveway complaint Marcelo replied that he will be heading to the location letter

Paragraph 4

After further inspection it’s appears that there’s no tire marks on the driveway that matches with WM trucks.

Paragraph 5

Joe contacted the homeowner and explained

SMART READY

SPILL

ADDITIONAL LEAK

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

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

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

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

3:05 pm. Joe drove through the area to check for additional leaks and found more on (Redona Way and Kendari Terrace) and noted that about (three gallons) of (hydraulic fluid) had leaked and did not come into contact with water or soil.

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

SPILL
NO ADDITIONAL LEAK

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

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

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

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

3:05 pm. Joe drove through the area to check for additional leaks and found none and noted that about (three gallons) of (hydraulic fluid) had leaked and did not come into contact with water or soil.

MAILBOX DAMAGE
WM not responsible

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

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

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

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

MAILBOX DAMAGE
WM is responsible

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

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

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

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

ENTRANCE GATE

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

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

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

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

ENTRANCE GATE

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

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

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

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

DAMAGE GRASS

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

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

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

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

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

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

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

DAMAGE GRASS

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

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

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

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

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

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

CURB DAMAGE

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

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

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

03/11/25,

03/12/25

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

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

CURB DAMAGE

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

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

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

03/12/25

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

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

DRIVEWAY DAMAGE
WM not responsible

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

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

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

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

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

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

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

DRIVEWAY
WM is responsible

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

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

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

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

CARTS/MISSED/DRIVEWAY/YARD WASTE/

The customer reported that ……………………………………………
Joe visited the site to verify the complaint and to check if…………..
Joe spoke directly with the customer, who confirmed that……………………
Joe explained the process and assured the customer that he would monitor the situation……………………………………………………………………………………
Joe also contacted WM route manager…… by phone and followed up with an email,

The customer reported that …………………………………………………
Joe visited the location to address the complaint and to check if………………
Joe knocked on the door but received no answer…………………………………
Joe also tried calling the customer but got no response……………………………
Joe then contacted WM route manager…… to inform him of the ………….and followed up with an email, requesting that the………………………

The customer reported that their……………………………………………
Joe called the customer and spoke directly with the customer, who confirmed that……..
Joe explained the ….process and assured the customer that he would monitor the situation……………………………………………………………………………..
Joe also contacted WM… by phone and followed up with an email, requesting that…..

The customer called and stated that…………………………………………………
Joe called the customer but no response…………………………………………………
Joe will try again later…………………………………………………………………………

The customer reported that her trash was missed
Joe called the customer and there was no response. The voicemail was full
Joe is waiting on the customer to determine the next course of action.

The customer reported that her trash was missed. Joe called the customer and there was no response. Joe left a voicemail requesting a call back. Joe is waiting on the customer to determine the next course of action

The customer called and stated that………………………………………
Due to time constraints Joe will continue the following day……………

Joe received an email stating that waste Management truck was spilling trash on Court way Street. Joe called the customer Lynn Gizzy,but there was no response and Joe left a voicemail.

NO FURTHER ACTIONS ARE REQUIRED

MAILBOX SHORT NOTE

The customer reported that their mailbox was hit by a Waste Management truck. Joe visited the customer’s house to verify the complaint and inspect the mailbox. Joe knocked on the door but received no answer. Joe then called the customer, who mentioned that……………………………
Joe attempted to call Marcelo to inform him but received no response, so he left a voicemail requesting a callback.

RECYCLE/TRASH SPILL

COOLANT LEAK

WATER PUD/PROPERTY DAMAGE/SPILLS

QUICK COMMENT

Water PUD

Joe emphasized that, going forward, the customer must notify the water department before making any changes to the water line.

Property Damage

Joe received an email reporting that Waste Management truck 314250 had damaged the……..
Joe visited the site and confirmed the damage to the …………………………
Joe then contacted Marcelo, the Waste Management claim and compliance officer, to inform him of the situation. Marcelo responded that he would arrive within a few hours to inspect the damage and begin repair work.

Liquid Spilled

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

PROPERTY DAMAGE REPORT READY

PROPERTY DAMAGE

INTRO

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

Joe received an email from customer service stating that John Marshall reported that WM trucks have been backing up on his driveway, resulting in damage to the driveway at 2050 Bellaire Blvd.

Joe received an email from Waste Management stating that one of their trucks had damaged a customer’s lawn at 2525 Rochester Court. The email detailed that the truck had driven over the grass, leaving visible damage to the lawn.

Joe received an email from Waste Management stating that one of their trucks has damaged a customer’s lawn at 2525 Rochester Ct

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.

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

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.

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.

3:27 PM. Joe received an email from Supervisor Notley stating that a Waste Management truck had damaged the dumpster door at 457 Country Hollow Court.

12:12 PM: Joe received an email from customer service reporting that Leon Jones, a customer, claimed a Waste Management truck had damaged his driveway at 4301 11th Ave SW.

3:37 PM Joe received an email from customer service reporting that customer Diane claimed a Waste Management (WM) truck had damaged her mailbox at 412 Antigua St.

ARRIVED AT THE SCENE

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 arrived at the location and observed that the driveway had multiple cracks throughout its surface, indicating potential damage.

Upon arriving at the location, Joe observed tire marks from a Waste Management truck on top of the grass. The marks appeared fresh, and sections of the lawn were visibly affected by the truck’s weight.

Joe arrived at the location and observed Waste Management truck tire marks on a top of the grass

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

3:09 PM: Joe arrived at 6172 Woodstone Drive 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 McGregor, had seen what happened. Joe then spoke with Alan, who explained that when the driver lifted the cart, they did not lower it before moving to the next house, causing the cart to strike the mailbox.

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.

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.

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.

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.

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

10:35 AM Joe arrived at 412 Antigua St and spoke with Diane. She stated that the Waste Management truck had pushed her mailbox slightly back. However, upon inspection, it was difficult to detect any green or yellow paint marks, or tire tracks on the ground. According to Diane, this issue has been recurring due to the lack of space for trucks to turn around.

4:16 PM Joe visited the customer’s house but due to time constraint Joe called Diane to inform her that he would visit her location the following morning to inspect the damage mailbox

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.

MARCELO

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.

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

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.

Paragraph 3 Joe contacted at Waste Management claims and compliance officer Marcelo magic and informed him about the incident and he responded that he was on his way to the location

Joe contacted WM claims and compliance officer Marcelo Menejias to inform him about the driveway complaint. Marcelo replied that he would be heading to the location later to assess the situation.

Joe contacted WM claims and compliance officer Marcelo magic to inform him about the driveway complaint Marcelo replied that he will be heading to the location letter

Joe contacted the Waste Management claims and compliance officer Marcelo Menejias to inform him about the incident. Marcelo acknowledged the report and stated that he would be heading to the location later to assess the damage.

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

4:28 PM 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.: Joe contacted

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

Joe called Marshall to inform him of the customer’s complaint. Marcelo stated he would wait for the report.

4:00 p.m. Joe attempted to reach Marcelo to report the complaint, leaving a voicemail after no response.

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.

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

10:55 AM Joe contacted Marcelo, the Claims and Compliance Officer at Waste Management, to inform him of the mailbox complaint and sent a photo of the slightly shifted mailbox. Marcelo responded that he would be on his way to reposition the mailbox to its original location as a courtesy.

FURTHER INSPECTION

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.

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.

After thorough inspection; it appears that there are no visible tire marks on the driveway that match WM trucks, raising questions about the cause of the damage.

After further inspection it’s appears that there’s no tire marks on the driveway that matches with WM trucks.

After further inspection, it appears Waste Management truck had caused damage to the lawn approximately 12 yards at length and 3 yards wide. The tire marks and disturbed grass aligned with the reported incident. Joe then contacted the homeowner to explain the situation. The homeowner acknowledged the damage and authorized Waste Management to proceed with the necessary repairs.

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

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.

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

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

3:15 pm. Joe drove through the community to check for additional leaks and found more on Redona Way and Kendari Terrace.

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

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.

WAITING ON VIDEO REVIEW

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

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

CONCLUSION

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.

SPILL READY

SPILL

INTRO

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

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.

12:54 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.

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

Joe received an email reporting that Waste Management truck number 311545 had leaked coolant fluid on Adkins Avenue.

TRASH SPILL

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.

9:10 a.m.: Joe received an email reporting that Waste Management truck number 311545 had leaked coolant fluid on Adkins Avenue.

ARRIVED AT THE SCENE

Joe arrived at the location and observe the truck parked at 4524 Rochester drive and observed the fluid leak on the street

Joe arrived at the location and observed the truck parked at 4524 Rochester Drive. Upon inspection, he confirmed that there was hydraulic fluid leaking onto the street. The spill was noticeable on the pavement, and the truck remained in place at the time of observation.

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.

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

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

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

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.

MARCELO

Joe contacted Waste Management claims and compliance officer Marcelo Magic to inform him about the incident. Marcelo responded that he was on his way to the location to assess the situation and determine the appropriate course of action.

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

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.

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.

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,

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

FURTHER INSPECTION

Joe drove around the area to find any additional leaks and Angel search the following streets and found more lakes on the streets Collier boulevard, John Street, Davis boulevard, St Andrews boulevard and Holland Street. It appears that approximately have a gallon of hydraulic fluid leaks on the street however; the hydraulic fluid did not come into contact with water or soil

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.

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

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

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.

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

WAITING ON VIDEO REVIEW

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

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

TV AND TIRES

Joe was notified via email from Waste Pro about a non-compliance tag placed on two TVs that were left improperly at the curb. He promptly visited the site, confirmed the issue, and provided the customer with the correct disposal information. The customer was receptive, quickly called customer service, and scheduled a pickup for April 15, 2025. They expressed gratitude and mentioned they’ll be sure to contact customer service going forward for any future bulk item pickups.

TIRES

Joe was informed by Waste Pro about a non-compliance sticker placed on three oversized tires left at the curb. He went to the location, inspected the tires, and courteously explained to the customer that the tires were larger than the allowable size for collection. The customer was understanding and immediately agreed to take the tires to the landfill for proper disposal.

SMART CHOICE

Subject:

Address Location:

Service Request #:

Investigator:

Contact #:

Date:

Truck #

Driver’s Name

Mechanic’s Name:

Time received the email

Time of the incident

Time Arrived

Time Mechanic arrived

Time Call Marcelo

Short Comment

Specifics of Event:

Response for Corrective Action:

Property Management Company:

Property Manager:

Phone Number:

E-mail Address:

Address:

Subdivision:

Photo: Take pictures

Code Enforcement

Franchise Inefficiency

Details

Short Comment

Attachment

Report Attach

Copy of report

Custom Field

Franchise vehicle Problem

GENERAL SPILL

12:54 pm.Joe received an email from Customer Service stating that a customer, John More reported that a Waste Management truck had leaked hydraulic fluid on Luciana Way
1:30 pm.Joe arrived at Marshall Community and observed fluid leaks on Luciana Way,
2:30 pm.Joe called Marcelo Menejias, the Claims and Compliance Officer at Waste Management, but there was no response. Joe left a voicemail requesting a callback.
3:00 pm.After inspecting the area, Joe confirmed that the spilled liquid appeared to be hydraulic fluid.

3:05 pm. Joe drove through the community to check for additional leaks and found more on Redona Way and Kendari Terrace and noted that the coolant had not come into contact with water or soil.

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 and confirmed that he had authorized Waste Management to proceed with the clean-up

CARTS/MISSED/DRIVEWAY/YARD WASTE/

Joe received an email stating that waste Management truck was spilling trash on Court way Street. Joe called the customer Lynn Gizzy,but there was no response and Joe left a voicemail.

NO FURTHER ACTIONS ARE REQUIRED

MAILBOX SHORT NOTE

RECYCLE/TRASH SPILL

COOLANT LEAK

WATER PUD/PROPERTY DAMAGE/SPILLS

QUICK COMMENT

Water PUD

Joe emphasized that, going forward, the customer must notify the water department before making any changes to the water line.

Property Damage

Joe visited the site and confirmed the damage to the ……………………………………………

Liquid Spilled

COMPLAIN AND REPORTS

COMPLAIN COMMENT 1

ALL COMPLAINT

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

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

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

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

The customer called and stated that………
Joe called the customer but no response……………………………………………………………
Joe will try again later……………………………

The customer called and stated that………………………………………………
Due to time constraints Joe will continue the following day…………………………

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

CART MISSED

Cart Missed

Single Missed Comment

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

MISSED STREET

Missed Street Comment

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

NOT TOTALLY EMPTY THE CART

WM Did not completely empty the cart

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

COMPLAIN FOR MISSING YARD WASTE (RECIEVED CALL BACK)

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

COMPLAIN FOR MISSING YARD WASTE (LEFT VOICEMAIL)

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

COMPLAIN FOR MISSING YARD WASTE (CALL TO WM)

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

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

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

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

NOT TOTALLY EMPTY THE CART

WM Did not completely empty the cart

COMPLAIN FOR MISSING YARD WASTE (RECIEVED CALL BACK)

COMPLAIN FOR NOT EMPTYING THE TRASH CART(TELEPHONE CALL)

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

CART THROWN DOWN

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

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

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

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

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

NO RESPONSE/VOICEMAIL

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

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

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

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

DIRECT CALL FROM CUSTOMER

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

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

WATER PUD

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

Water PUD

Joe emphasized that, going forward, the customer must notify the water department before making any changes to the water

PROPERTY DAMAGE TEL CALL

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

CLOSED SR DUE TO NO RESPONSE

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

CALL THE CUSTOMER BACK

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

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

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

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

CALL BACK FROM THE CUSTOMER

NEIGHBOR’S PROBLEM

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

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

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

SHORT NOTE

MAILBOX SHORT NOTE

RECYCLE/TRASH SPILL

COOLANT LEAK

PROPERTY DAMAGE AND REPORT

SPILL

ADDITIONAL LEAK

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

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

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

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

SPILL
NO ADDITIONAL LEAK

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

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

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

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

3:05 pm. Joe drove through the area to check for additional leaks and found none and noted that about (three gallons) of (hydraulic fluid) had leaked and did not come into contact with water or soil.

MAILBOX DAMAGE
WM not responsible

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

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

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

MAILBOX DAMAGE
WM is responsible

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

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

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

ENTRANCE GATE

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

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

ENTRANCE GATE

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

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

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

DAMAGE GRASS

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

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

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

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

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

DAMAGE GRASS

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

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

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

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

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

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

CURB DAMAGE

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

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

03/11/25,

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.

CURB DAMAGE

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

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

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

03/12/25

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

DRIVEWAY DAMAGE
WM not responsible

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

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

DRIVEWAY
WM is responsible

ONEDRIVE MISC

ONEDRIVE MISCELLANEOUS

Could you take a moment to review this report for me?

Would you mind reviewing this report for me?

Could you review this report for me?

Joe received an email notifying him that a customer had tampered with the RBZ water meter. Joe called the customer to ask if he had recently worked on his water pipeline or hired a plumber to work on the water meter. The customer replied that he could not recall anything like that.

Joe informed the customer that only the water department is authorized to handle the water meter and advised him to contact the water department directly in the future. He also explained that, due to the changes made to the water pipeline, the water department would reinstall a new device, and additional charges may apply. Joe further advised that the customer might need to hire a plumber to reconnect the system and reminded him that the water department must be notified before any future changes.

Truck 105209 was reported leaking coolant at 893 Martin Street. Upon arrival, Joe noticed the WM truck parked in front of 8912 Martin Street, also leaking coolant fluid.

“Joe followed up with the customer to confirm if the carts were dropped off at the correct location. He spoke directly with the customer, who was pleased and mentioned that everything had worked out well so far.”

Could you please review the report to see if it’s okay?

Could you please review the report to confirm if it’s satisfactory?

The customer called to report a mattress lying on the road near his house, posing a potential hazard to passing vehicles. Joe visited the location and found the mattress partially obstructing the road. He promptly removed it and placed it on the opposite side, near a tree where there was ample space. Joe will schedule the mattress for collection.

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Joe spoke directly with the customer and asked if she had recently done any work on the water line or hired anyone, such as a plumber, for water-related projects in the house. The customer mentioned that she couldn’t recall any specifics at the moment. Joe then explained that due to changes made, a new device would be installed, which may incur charges, and she might need to hire a plumber for reconnection. The customer acknowledged this information and said she would look into the situation once she returns to Naples.

Martin, could you review this service request and advise me on the next steps?

The customer reported that the trash truck missed picking up yard waste tied at the curbside on 09/14/24.

Could you please send a driver to return and HOC the yard waste at 220 Juventus CT E? Also, please HOC the yard waste for the next two collections and include before and after photos.

Thank you!

Corrective Action Response: WM is not at fault for the property damage.

Corrective Action Response: WM is responsible for the damage.

Corrective Action Response: WM is responsible for the spill and the clean up.

Corrective Action Response: Waste Management is not at fault for the property damage.

Martin, could you please review service request number 354188 and advise on the next steps?

At 3:53 p.m., Joe forwarded the report to all route managers at Waste Management.

Corrective Action Response:

Waste Management is not at fault for the property damage.

WM has taken responsibility for the damage and completed the necessary repairs.

At 4:42 p.m., Joe forwarded the report to all route managers at WM and sent a copy to supervisor Nathan.

SPILLS AND PROPERTY DAMAGE REPORT COMMENT

SPILL

The customer reported that a Waste Management trash truck was spilling trash along Morning Sun Lane. Joe visited the location in the Heritage Greens community to verify the complaint. Upon inspection, Joe observed that the WM truck was leaking liquid and spilling trash from underneath, which scattered across the street. The spills occurred at approximately 12-yard intervals, starting from 1600 Morning Sun Lane and continuing to 3000 Morning Sun Lane.

SPILL

GRASS DAMAGE

Joe received an email from Waste Management reporting that one of their trucks had driven over the grass on Everett Street.

Joe arrived at the scene on Everett Street, where he saw the truck and Waste Management manager, Emilio, speaking with the driver. After a few minutes of taking pictures, the manager released the truck.

2:00 p.m., Joe visited the customer’s house and spoke directly with the customer’s wife, who agreed that Waste Management should repair the damaged grass. However, she mentioned that the decision needed to be confirmed with her husband, David.

4:18 p.m., Joe called David, explained the incident, and David agreed that Waste Management should proceed with the repair.

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 conducted a follow-up inspection at 228 Forest Glen Drive to assess the hydraulic leak marks. He observed that the marks were not completely gone but noted they should fade over time. He recommended monitoring the area to ensure the leak doesn’t worsen. Joe also advised scheduling another inspection if the marks remain visible after a few weeks. Additionally, he suggested cleaning the area with a suitable detergent to help speed up the fading process.

Joe responded to a report of Waste Management truck 212071 leaking hydraulic fluid behind Texas Roadhouse at 6815 Collier Boulevard. Mechanic John was already working on the truck, and the driver, Gonzalez, explained that a lift malfunction caused a major leak when the primary PTO hose burst. Joe notified Compliance Officer Marcelo Magic, who headed to the scene. Joe also informed Texas Roadhouse owner Deborah Davenport, who appreciated the handling of the situation.

Joe received an email from customer service informing him that a customer, Shelby Dukes, had called to report that WM truck number 363-760 was leaking a bluish liquid onto the streets in the Holiday Manor community.

Upon visiting the location, Joe observed the truck parked at 213 Redwood Lane. He spoke with the driver, Augustine Azahares, who explained that he had noticed liquid dripping from the truck’s underside while compressing the garbage.

Joe documented the affected streets as follows:

Palm Dr
Willow Lane

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At 2:30 p.m., Joe arrived at the property on Gold Coast Court. He observed tire marks on the grass from multiple vehicles. After closely examining the tracks, Joe noted that the patterns did not match those of Waste Management vehicles. He spoke directly with the customer, explaining his observations and indicating that the marks were unlikely caused by Waste Management trucks.

Joe received an email from customer service reporting that John Perry, a foreman for a construction company at 107 Trinidad Street, stated he witnessed a Waste Management truck drive through a Comcast power line crossing Capri Boulevard and Trinidad Street.

Joe visited the site and observed a Comcast power line and a street sign lying on the ground on Capri Boulevard. He called John Perry to inform him that we are handling the repairs. Joe also contacted Comcast representative Mike Platt, leaving a voicemail to report that a Waste Management truck had pulled down a low-hanging wire.

Joe received a report from a customer, Lee Meges, about a Waste Management truck leaking liquid on Crown Point Boulevard. After initially finding no spill there, he confirmed with the customer that the actual location was in the Leley community on Caldecott Dr. Joe arrived at the new location, observed a leachate spill along a quarter-mile stretch, and reported it to Marcelo Magic, the Claims and Compliance Officer. After inspecting, Joe confirmed the liquid was trash-related. He later checked the area for further spills, found none, and informed the property manager about the incident.

2:30 p.m.
Joe called the customer, Lee Merge, to request information about the property management company. Lee was willing to provide the necessary details.
2:45 p.m.
Joe attempted to reach the property manager of Precedent Property Management Company but was unable to contact her. He left a message regarding the spill on Caldecott Drive.

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ONEDRIVE SPILL & DAMAGE

ONEDRIVE SPILL AND DANAGE

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

12:54 pm. Joe received an email from Waste Management stating that a one of their trucks was leaking fluid at 272 Adkins Ct

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

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

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

10:20 am. Joe spoke with Marcelo Menejias, Waste Management, Claims and Compliance Officer who confirmed he would be going to the site to inspect the leak.

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

3:05 pm. Joe drove through the area to check for additional leaks and found none and noted that about (three gallons) of (hydraulic fluid) had leaked and did not come into contact with water or soil.

MAILBOX

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.

Joe received an email from Waste Management stating that one of their trucks had struck a mailbox at 5346 Warren Street.

Joe arrived at the reported location and observed the mailbox damaged.

Upon arriving at the location, Joe observed that the mailbox stand was damaged and broken into pieces. Joe 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.

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

9:45 a.m.: Joe called Marcelo, Waste Management’s claims and compliance officer, to report the coolant leak at 6066 Adkins Avenue. Joe 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.

After inspecting the area and finding no additional damage,

Joe contacted the homeowner, Mary Linhard who requested that Waste Management repair the mailbox

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

WAITING ON VIDEO REVIEW

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

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

Waiting for video footage

GRASS DAMAGE

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

2:49 p.m., Joe arrived at the scene and saw the truck along with Waste Management manager Emilio, who was speaking with the driver while taking pictures. After a few minutes, the manager released the truck.

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

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

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

3:30 p.m., Joe walked around Everett Street to check for additional damage but found none.

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

4:18 p.m., Joe called Tommy’s husband, David Minton, and explained the incident. He informed David that the Waste Management claim and compliance officer was en route to assess the damage and start the repair process, which David acknowledged.

MAILBOX DAMAGE

11:00 a.m., Investigator Joe received a service request from Waste Management stating that a customer, Bill Molly (239-272-222), reported that his washer was out for pickup along with his trash bin. He placed the trash about three feet from his mailbox and one foot away from the washer. Bill claimed that the trash truck hit his mailbox, which is now on the ground.

1:00 p.m., Joe visited the site and spoke with Bill, who mentioned that he did not witness the mailbox being hit by the Waste Management truck. He said he placed his trash cart near the mailbox at 8:00 a.m., and when he returned at 10:30 a.m., the mailbox was already on the ground. Joe observed the mailbox lying on the ground but found no damage consistent with a Waste Management truck—there were no green or black paint marks, tire tracks, or other evidence. It appeared that the mailbox had fallen previously and had been repaired. Joe requested GPS and video footage from Waste Management trucks from all route managers.

3:08 p.m., Joe received GPS data from Waste Management for the trucks that serviced the street. Based on the video footage, it was determined that the mailbox was already damaged before any trucks serviced the area.

3:34 p.m., Joe called Bill and left a voicemail, explaining that based on the evidence provided and his observations, Waste Management is not responsible for damaging the mailbox.

3:53 p.m., Joe forwarded the report to all route managers at Waste Management.

Corrective Action Response: Waste Management is not at fault for the property damage.

GRASS DAMAGE

2:34 p.m., Investigator Joe received an email from WM reporting that a WM truck had driven over the grass on Everett Street.

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

2:53 p.m., Joe had a brief conversation with Emilio, who explained that the driver had run over the grass while trying to make way for an oncoming vehicle.

3:08 p.m., Joe contacted Marcelo, the Claims and Compliance Officer, to inform him of the incident. Marcelo stated that he would visit the site to assess the damage, but would wait for the property owner’s decision.

MAILBOX DAMAGE

At 3:45 p.m., Joe received a service request from customer Diana Fulham (239-77-4235) reporting that a Waste Management truck had struck her mailbox.

At 4:15 p.m., Joe called Diana and informed her that he would visit the following morning to assess the damage to the mailbox.

At 11:00 a.m., Joe requested GPS and video footage from the Waste Management truck route managers to verify the incident.

Joe then called Diana to inform her that, based on the evidence, Waste Management is responsible for the damage to her mailbox.

DRIVEWAY DAMAGE

12:12 PM: Joe received an email from customer service reporting that Leon Jones, a customer, claimed a Waste Management truck had damaged his driveway at 4301 11th Ave SW.
1:00 PM: Joe arrived at the location, knocked on the 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 suggesting that a vehicle had backed 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: Richards Goycoth, the WM 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 Marshall to inform him of the customer’s complaint. Marshall stated he would wait for the report.
3:45 PM: Joe emailed the report to Supervisor John Mark for review. John replied that Marshall needed to assess the damage before the final report.
4:20 PM: Joe called Marshall to examine the damage. Marshall replied that he was on his way to evaluate it.

September 29, 2024

9:30 AM: Joe called Marshall to verify his assessment. Marshall confirmed that the tire marks were indeed from a Waste Management truck.

DRIVEWAY DAMAGE

At 12:30 p.m., 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.

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

At 1:30 p.m., 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.

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

At 1:45 p.m., Ricardo Rodrigo, the WM 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.

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

Based on the observations, it does not appear that Waste Management is responsible for the damage.

SPILL

8:42 AM: Joe received an email reporting that Waste Management truck #106674 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 he 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. He 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. He decided to mark the affected area to prevent any accidental exposure or spread of the coolant. Joe also documented the incident for future reference and ensured the appropriate team was informed for cleanup.

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.

This version improves the readability and flow of the report.

TRASH SPILL

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. He apologized and assured the customer he would monitor the situation and ensure it was cleaned up. However, due to time constraints, he informed her he would return the following day to complete the cleanup.

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

October 24, 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 decided to sweep the broken glass from the driveway to allow the customer to leave safely. He 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. He proceeded to inspect other streets in the area, finding additional spills on Grouper Drive, Flounder Drive, and Piers A, B, C, D, E, and J.

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

10/23/24

1:30 p.m. Joe received an email reporting a claim from 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 he hadn’t seen the truck hit the mailbox. He recommended contacting his 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.

10/24/24

8:50 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.
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 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 GPS data and video 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.

HYDRAULIC LEAK

12:40 p.m. Joe received an email from customer service reporting that Waste Management trash truck number 363-760 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. He 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.

BLUISH LIQUID

12:40 p.m.: Joe received an email from Customer Service reporting a call from a resident of the Holiday Manor community. The caller stated that Waste Management truck number 363-760 was leaking liquid on the street.
1:00 p.m.: Joe contacted Emilio Medal, the Route Manager for Waste Management, requesting the truck’s exact location. Emilio promptly replied with the truck’s location at the end of Redwood Lane and provided GPS coordinates showing all streets covered by the truck.
1:05 p.m.: Joe arrived on Redwood Lane and observed the truck parked at 213 Redwood Lane. He spoke with the driver, Augustine Azaria, who explained that liquid was leaking from the tailgate when the truck compressed the garbage. Augustine demonstrated the issue by activating the vehicle’s compactor, which caused liquid to drip from the tailgate.
1:30 p.m.: After a thorough inspection, Joe confirmed that the liquid was indeed trash-related, released when the garbage was compressed. He coordinated with Emilio regarding the leak and allowed the driver to proceed.
2:00 p.m.: Joe contacted Marcelo Magic, the Claims and Compliance Officer for Waste Management, to report the truck’s leak. Marcelo stated that he would visit the location to inspect the liquid and assess the situation.
2:30 p.m.: Joe continued driving through the community, using the GPS coordinates provided by Emilio to check for additional spills.
3:45 p.m.: Joe was approached by a resident, Mike Dude, who reported seeing the Waste Management truck leaking a bluish liquid throughout the community. Mike invited Joe to join him on his golf cart to inspect an area on Palm Drive. After examining the leak, Joe determined that it was likely hydraulic fluid, distinct from the trash-related liquid observed earlier.
4:30 p.m.: Joe documented leaks on the following streets:

Palm Drive
Oak Street
Mahogany Drive
Temple Lane
Redwood Lane
Willow Lane

HYDRAULIC LEAK

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. He also noted that Waste Management mechanic John Oliver 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 Magic, the Waste Management Claims and Compliance Officer, to inform him of the hydraulic fluid leak. Marcelo stated he was on his way to the site.
9:30 a.m. Joe spoke with mechanic John Oliver, who confirmed that a hydraulic hose connected to the control valve had burst, resulting in the loss of approximately 10 gallons of hydraulic fluid. Oliver was in the process of replacing the hose and planned to refill the lost hydraulic fluid.
9:45 a.m. Mechanic John Oliver completed the repairs and requested that Gonzalez test the lifting mechanism, which operated perfectly. Oliver 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.

HYDRAULIC LEAK

Joe received a report from Waste Management indicating that truck 212071 was leaking hydraulic fluid at 6815 Collier Boulevard. Upon arriving at the site, Joe observed the truck parked behind the Texas Roadhouse restaurant near the dumpster, actively leaking hydraulic fluid. Waste Management mechanic John was already on-site, working under the truck.

Joe spoke with the Waste Management driver, Gonzalez, who explained that while attempting to lift the dumpster, the lift stopped mid-air before suddenly dropping back down. At that point, Gonzalez noticed a significant hydraulic fluid leak, identifying that the primary PTO hose had ruptured.

Joe immediately contacted Marcelo Magic, the Waste Management Claims and Compliance Officer, to inform him of the situation. Marcelo confirmed that he was on his way to the location.

Joe then met with Texas Roadhouse owner, Deborah Davenport, to inform her of the leak and outline the planned steps for addressing the issue. Davenport expressed her satisfaction with how the situation was being handled.

Joe received an alert from Waste Management that truck 212071 was leaking hydraulic fluid at 6815 Collier Boulevard. He arrived at the location and found the truck parked behind Texas Roadhouse, near the dumpster, with visible hydraulic fluid leakage. Mechanic John from Waste Management was already working under the truck. Joe spoke with the driver, Gonzalez, who reported that the lift had stopped mid-air while raising the dumpster before dropping down, which is when he noticed a major hydraulic fluid leak. Gonzalez identified that the primary PTO hose had burst, causing the leak.

Joe immediately contacted Marcelo Magic, the Claims and Compliance Officer at Waste Management, to inform him of the situation. Marcelo confirmed that he would head to the site. Joe then approached Deborah Davenport, the owner of Texas Roadhouse, to inform her of the leak and the next steps to address it. Davenport expressed satisfaction with how the situation was being managed. The team coordinated efforts to mitigate the hydraulic fluid leak and address any impact on the site.

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HYDRAULIC LEAK

At 8:54 a.m., Joe received an email from Customer Service stating that a customer, Lee Meges, had reported a Waste Management truck leaking liquid on Crown Point Boulevard.

By 9:20 a.m., Joe arrived at Crown Point Boulevard but found no evidence of a spill—the street appeared clean. He then called Lee Meges for the exact location, and the customer clarified that the spill was actually in the Leley community on Caldecott Dr.

At 9:50 a.m., Joe arrived at Caldecott Dr and observed a leachate spill extending roughly a quarter of a mile. He contacted Marcelo Magic, the Claims and Compliance Officer at Waste Management, who confirmed he would inspect the site.

By 10:50 a.m., after inspecting the area, Joe confirmed that the liquid appeared to be trash-related leachate, likely released during garbage compression. At 11:30 a.m., Joe drove through the community to check for any additional spills but found none.

At 12:15 p.m., Joe returned to the office to obtain the contact information for the property manager from the office manager. He then reached out to inform the property manager about the spill.

MAILBOX DAMAGE

MAILBOX DAMAGE 1

Joe received an email from Waste Management reporting that truck #312532 had struck a mailbox at 2023 4th Ave NE on April 23, 2025

Joe arrived at the location, and observed that the mailbox was damaged. After a careful inspection, Joe noted that the mailbox had been slightly shifted to the right.

Joe then contacted Marcelo Menejias, the Claims and Compliance Officer at Waste Management, who stated that he would wait for the official report before proceeding.

Afterward, Joe spoke directly with the customer, Natalie Velazquez. (239) 293-1661, email (natalievel94@gmail.com) Joe explained that a Waste Management truck had hit her mailbox, causing it to shift slightly. Natalie acknowledged the incident and authorized Waste Management to proceed with the repair.

MAILBOX DAMAGE 2

3:30 pm. Joe receive an email from customer service regarding a report from Cynthia Brooks who claimed that Waste Management truck had struck her mailbox on Saturday, April 12, 2025 at 141 15th Avenue SW

4:10 pm. Joe contacted the customer by phone to inform her that he will be at the location the following morning to address the issue

04/15/25

9:30 am. Joe arrived at the site and observed the mailbox was damaged. Joe reached out to the customer Cynthia Brooks who explained that on Saturday morning between 9:30 am-10:00 am she noticed her mailbox was down immediately she’s suspected waste management garbage truck might be responsible because that was the only heavy duty truck operating in the area at that time

9:45 am. Joe inspected the mailbox carefully and fined no green or yellow paint marks that will suggest the mailbox has been struck by Waste Management truck. Additionally there were no visible tire marks near the area

9:55 am. Joe attempted to reach out to Marcelo Manejias Waste Management claims and compliance officer but was unable to get a response Joe left a voicemail requesting a call back

9:55 am. Joe contacted Marcelo Menejias claims and compliance officer who stated that he will review footage from the truck operating in the area on Saturday, April 12, 2025 as well as other relevant video recordings to access 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

The customer reported that their mailbox was struck by a Waste Management truck. Joe visited the customer’s location to investigate the complaint and inspect the mailbox. He then contacted the customer, who stated she suspected Waste Management was responsible for the damage. Upon inspection, Joe found no green or yellow paint marks that would indicate the mailbox had been struck by a Waste Management vehicle.

The customer reported that their mailbox was struck by a Waste Management truck. Joe visited the location to investigate the complaint and inspect the mailbox. He contacted the customer, who stated she suspected Waste Management was responsible for the damage. Upon inspection, Joe found green and yellow paint marks on the mailbox, indicating that it had likely been struck by a Waste Management vehicle.

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.

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.

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.

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