ELI MISCELLANEOUS

MISCELLANEOUS

FOLLOW-UP INSPECTION

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.

GRASS DAMAGE

Joe arrived at the property on Gold Coast Court and 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. Joe spoke directly with the customer, explaining his observations and indicating that the marks were unlikely caused by Waste Management trucks.

LOW HANGING WIRES

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. Joe 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.

VOICEMAIL
Joe called the customer, Lee Merge, to request information about the property management company. Lee was willing to provide the necessary details.

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.

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.

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

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.

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.

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)

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

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 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

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.

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

SHORT NOTE

MAILBOX SHORT NOTE

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

RECYCLE/TRASH SPILL

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

DIRECT CALL FROM CUSTOMER

CART THROWN DOWN

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

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 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.

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

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)

CART THROWN DOWN

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

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 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.

NON COMPLIANCE

TV AND TIRES

TIRES

DUMPSTERS OVERFLOW

RE INPECTION SUMMARY COMMENT

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

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.

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