SR COMPLAINS
TBITL
COMPLAIN SR
- REVIEW INITIAL SR
2. COPY SR NUMBER
3. PASTE NUMBER IN SEARCH
4. OPEN SR
5. READ THE COMPLAIN
6. GO TO MAIN EMAIL
7. NEW EMAIL
8. SEND EMAIL TO INVESTIGATORS: DL
9. CC TO NATALIE
10. GOT IT
11. GO BACK TO SR
12. SUBMIT: ME
13. DISPATCH: ME
14. DESCRIPTION FRANCHISE INEFFICIENCY
15. CUSTOM FIELD: SELECT THE MISSED
16. DETAILS: MISSED
17. COMMENT: The customer advised that……./ Joe called the customer to verify if…/Joe send email to WM advising them to……
18. SITE VISIT OPTIONAL
19. LABOR TIME
20. THEN SUBMIT TO: SUPER CODE
21. THEN DISPATCH TO 1D WM
22. SAVE
23. SEND EMAIL TO ROUTE MANAGERS
24. Good Afternoon: Please go back for the collection of what was missed Please go to the name of the street e.g. 990 Coconut Circle E
25. IF CUSTOMER MISTAKE/ CONTRACTOR NOTIFY US: Need to prove they were wrong
26. CHANGE PICK UP TO COURTESY PICK UP
27. CHANGE SR SUBMIT TO: ME
28. CHANGE SR DISPATCH TO: ME
29. CLOSE OUT THE SR
DOMAIN: SOLID WASTE, COURTESY PICK UP
SERVICE REQUEST EMAIL TO WASTE MANAGEMENT
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
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
Best regards
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
COMPLAIN FOR MAILBOX DAMAGE ( TELRPHONE 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
COMPLAIN FOR MISSING TRASH PICK UP (SR COMMENT)
Joe called the customer to confirm her complain and explain the process and monitor it for the next two collections. Joe called Angel at WM and email him asking to go back for collection and HOC the next two. Also verify her cart was still outside
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.
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
Angel Molina alopezm1@wm.com
Alexis Fleites afleites@wm.com
Rey Nunez rnunezr@wm.com
Ricardo Goycochea rgoycoch@wm.com
Stefan Pantin spantin@wm.com
Daryll DeFrancesco ddfranc@wm.com
Emilio Medal emedal1@wm.com
Michael Carillo mcarril4@wm.com
Fernal cferna13@wm.com