VA Mailbox Intro

VA MAILBOX INTRO

INTRO

9:45 am. Joe received an email from Waste Management reporting that truck #312532 had struck a mailbox at 2023 4th Ave NE on April 23, 2025

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

9:45 am. Joe received an email from customer service regarding a report from Cynthia Brooks, who claimed that a Waste Management truck had struck his mailbox at 5346 Warren Street on Monday, March 17, 2025

9:45 am. Joe received an email from customer service regarding a report from Cynthia Brooks, who claimed that a Waste Management truck had struck her mailbox at 5346 Warren Street on Monday, March 17, 2025

Marcelo called Joe and reported that video footage from Waste Management trucks servicing that street shows the mailbox was already damaged before either truck arrived on Saturday, April 12th, 2025. This confirms that the damage occurred prior to Waste Management’s services.

WOODSTONE COMMUNITY

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

ARRIVAL ON THE SCENE

10:15 am. 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.

4:10 pm. Joe contacted the customer by phone to inform her that he will be at the location the within two hours

10:15 am. Joe arrived at the location and observed the mailbox stand was severely damaged and broken into pieces. Joe immediately contacted the customer, who explained that when he placed his trash cart out in the morning, the mailbox was intact. However, upon retrieving the cart later, he found the mailbox was broken.

Joe then contacted the customer, Cynthia Brooks, who had filed the complaint, to inform her that based on the evidence gathered; Waste Management is not responsible for the mailbox damage.

3:09 PM: Joe arrived at 6172 Woodstone Drive and observed that the mailbox had been hit, with some parts lying on the ground.

CONTACT MARCELO

11:30 am. 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.

10:20 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

12:00 pm. Marcelo returned the call and stated that he would review the video 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.

10:35 am. 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.

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.

FURTHER INSPECTION

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

11:50 am. Joe inspected the mailbox again 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.

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

TALK TO PROPERTY OWNER

12:00 pm. 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.

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.

AFTER VIDEO FOOTAGE REVIEW

Joe then contacted the customer, Cynthia Brooks, who had filed the complaint, to inform her that based on the evidence gathered; Waste Management is not responsible for the mailbox damage.

Marcelo informed Joe via phone that video footage from the Waste Management trucks servicing the street on Saturday, April 12th, 2025, clearly shows the mailbox was already damaged before either truck arrived. This evidence confirms the damage occurred prior to Waste Management’s presence.

Joe subsequently reached out to the customer, Cynthia Brooks, who had submitted the complaint, and explained that Waste Management is not liable for the mailbox damage based on the findings.

Marcelo called Joe and reported that both GPS data and video footage from the Waste Management trucks indicate the gate was already damaged before either truck serviced the street on Monday, April 14th. This confirms the damage occurred prior to Waste Management’s arrival.

Joe then contacted the customer, Cynthia Brooks, who had filed the complaint, to inform her that based on the evidence collected; Waste Management is not responsible for the damage to the gate.

Marcelo informed Joe that GPS data and video footage from the Waste Management trucks confirm the gate was already damaged before either truck serviced the street on Monday, April 14th. This evidence verifies the damage occurred prior to Waste Management’s arrival.

Joe then followed up with the customer, Bellinger Johnson, who had submitted the complaint, to explain that Waste Management is not liable for the damage to the gate based on the findings.

Marcelo called Joe and reported that both GPS data and video footage from the Waste Management trucks indicate Waste Management truck was responsible for the damage on Monday, April 14th. This confirms Waste Management truck was responsible

Joe then contacted the customer, who had made the complaint, to inform her that based on the evidence collected; Waste Management is responsible for the damage. The customer acknowledged the explanation and authorized Waste Management to proceed with the repairs