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Home My WebLink AboutDB Monthly Complaints Log 2025_CDiamond Bar Customer Claim Breakdown 2025 Description 2nd MPU within 60-day period Complaint about container not placed properly Complaint about driver Complaint about lids not being closed Complaint about trash in street Complaint about truck appearance Complaint regarding gates and locks Compliment Container condition Container not delivered/removed/swapped (REP) Not My Bin Driver identified problem No communication to customer Non-driver complaint Repeat issue - driver identified Repeat issue (non-driver) - customer identified Spillage from the truck Time of Day Complaint about service Wrong size container delivered Total Customer Claims Total Compliments December 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Confidential – Business Proprietary/Trade Secret Information Not a Public Record – Not to be Disclosed to Public November 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 October 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 September 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 August 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 July 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 June 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 May 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 April 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 March 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 February 0 0 1 0 0 0 0 0 0 7 0 0 0 0 3 0 0 0 0 0 11 0 January 0 0 1 0 0 0 0 0 0 4 0 0 0 0 3 0 0 0 2 0 10 0 Customer Claim Description CSLOB CSCOMP CSCUST# CSNAME HOUSE# SERVICE_STREET_NM SERVICE_CITY_NM SERVICE_ZIP_CD DATE CREATED DATE CLOSED CSCASE# CSCAT CSSUBCT COMPLAINT DESC RESOLUTION DESCRIPTION RESOLUTION Customer Claim Description CSLOB CSCOMP CSCUST# CSNAME HOUSE# SERVICE_STREET_NM SERVICE_CITY_NM SERVICE_ZIP_CD DATE CREATED DATE CLOSED CSCASE# CSCAT CSSUBCT COMPLAINT DESC RESOLUTION DESCRIPTION RESOLUTION Customer Claim Description CSLOB CSCOMP CSCUST# CSNAME HOUSE# SERVICE_STREET_NM SERVICE_CITY_NM SERVICE_ZIP_CD DATE CREATED DATE CLOSED CSCASE# CSCAT CSSUBCT COMPLAINT DESC RESOLUTION DESCRIPTION RESOLUTION Customer Claim Description CSLOB CSCOMP CSCUST# CSNAME HOUSE# SERVICE_STREET_NM SERVICE_CITY_NM SERVICE_ZIP_CD DATE CREATED DATE CLOSED CSCASE# CSCAT CSSUBCT COMPLAINT DESC RESOLUTION DESCRIPTION RESOLUTION Customer Claim Description CSLOB CSCOMP CSCUST# CSNAME HOUSE# SERVICE_STREET_NM SERVICE_CITY_NM SERVICE_ZIP_CD DATE CREATED DATE CLOSED CSCASE# CSCAT CSSUBCT COMPLAINT DESC RESOLUTION DESCRIPTION RESOLUTION Customer Claim Description CSLOB CSCOMP CSCUST# CSNAME HOUSE# SERVICE_STREET_NM SERVICE_CITY_NM SERVICE_ZIP_CD DATE CREATED DATE CLOSED CSCASE# CSCAT CSSUBCT COMPLAINT DESC RESOLUTION DESCRIPTION RESOLUTION Customer Claim Description CSLOB CSCOMP CSCUST# CSNAME HOUSE# SERVICE_STREET_NM SERVICE_CITY_NM SERVICE_ZIP_CD DATE CREATED DATE CLOSED CSCASE# CSCAT CSSUBCT COMPLAINT DESC RESOLUTION DESCRIPTION RESOLUTION Customer Claim Description CSLOB CSCOMP CSCUST# CSNAME HOUSE# SERVICE_STREET_NM SERVICE_CITY_NM SERVICE_ZIP_CD DATE CREATED DATE CLOSED CSCASE# CSCAT CSSUBCT COMPLAINT DESC RESOLUTION DESCRIPTION RESOLUTION Customer Claim Description CSLOB CSCOMP CSCUST# CSNAME HOUSE# SERVICE_STREET_NM SERVICE_CITY_NM SERVICE_ZIP_CD DATE CREATED DATE CLOSED CSCASE# CSCAT CSSUBCT COMPLAINT DESC RESOLUTION DESCRIPTION RESOLUTION Customer Claim Description CSLOB CSCOMP CSCUST# CSNAME HOUSE# SERVICE_STREET_NM SERVICE_CITY_NM SERVICE_ZIP_CD DATE CREATED DATE CLOSED CSCASE# CSCAT CSSUBCT COMPLAINT DESC RESOLUTION DESCRIPTION RESOLUTION Customer Claim Description Complaint about driver Container not delivered/removed/swapped (REP) Container not delivered/removed/swapped (REP) Container not delivered/removed/swapped (REP) Container not delivered/removed/swapped (REP) Container not delivered/removed/swapped (REP) Container not delivered/removed/swapped (REP) Repeat issue - driver identified Repeat issue - driver identified Repeat issue - driver identified Container not delivered/removed/swapped (REP) CSLOB R R R R R R R R R R R CSCOMP 012 012 012 012 012 012 012 012 012 012 012 CSCUST# 57223 241149 269965 252516 35613 35613 275534 213933 255234 271459 274245 CSNAME CIMARRON OAKS HOA 5 CHAU / SCRUGGS ,JEANNIE S & RO YUAN, ERIC (OWNR) LEE, MI HYE S (RENT) CHEN, JANE CHEN, JANE JIANG, JOHN (OWNR) TALAMANTES, DAVID (OWNR) CHUN, LUI (OWNR) MOBARAK, MARIA CIMARRON OAKS HOA 8 HOUSE# 960 1431 1152 3627 3627 24094 151 2402 477 24110 SERVICE_STREET_NM HIGH KNOBB/GOLDEN SPRINGS DR GOLDEN SPRINGS DR UNIT E WINTERWOOD LN PEBBLEWOOD DR CALMBROOK LN CALMBROOK LN HIGHCREST DR PROSPECTORS RD S CASTLE ROCK RD COVERED WAGON DR AVENIDA RANCHEROS UNIT C SERVICE_CITY_NM DIAMOND BAR DIAMOND BAR DIAMOND BAR DIAMOND BAR DIAMOND BAR DIAMOND BAR DIAMOND BAR DIAMOND BAR DIAMOND BAR DIAMOND BAR DIAMOND BAR SERVICE_ZIP_CD 91765 91765-4250 91765-2650 91765-4356 91765-3770 91765-3770 91765-1857 91765-1554 91765-3107 91765-1742 91765-4222 DATE CREATED 02/20/25 02/24/25 02/24/25 02/05/25 02/07/25 02/17/25 02/25/25 02/17/25 02/21/25 02/26/25 02/20/25 DATE CLOSED 02/22/25 02/25/25 02/25/25 02/05/25 02/10/25 02/18/25 02/26/25 02/17/25 02/24/25 02/27/25 02/24/25 CSCASE# 9753833 9756131 9756210 9741327 9743271 9750143 9757154 9749717 9754404 9758608 9752958 Customer Claim Description Complaint about driver Complaint about service Complaint about service Container not delivered/removed/swapped (REP) Container not delivered/removed/swapped (REP) Container not delivered/removed/swapped (REP) Container not delivered/removed/swapped (REP) Repeat issue - driver identified Repeat issue - driver identified Repeat issue - driver identified CSLOB R R R R R R R R R R CSCOMP 012 012 012 012 012 012 012 012 012 012 CSCUST# 185927 285110 168647 115762 211195 211195 261405 46409 14465 251779 CSNAME SANCHEZ, FRANK WANG, CYNTHIA IBARRA, JESSE WANG, PHIL HAYES, TIFFANY AND RICHARD HAYES, TIFFANY AND RICHARD WONG, DARA ALLISON, JOHN NISSEL, HERTHA CHEN, DORIS HOUSE# 2970 23903 1555 651 21151 21151 23825 1435 3429 1422 SERVICE_STREET_NM RISING STAR DR STRANGE CREEK DR SUMMITRIDGE DR GREAT BEND DR LYCOMING ST LYCOMING ST TWIN PINES LN FAIRLANCE DR CROOKED CREEK DR STARDUST DR SERVICE_CITY_NM DIAMOND BAR DIAMOND BAR DIAMOND BAR DIAMOND BAR DIAMOND BAR DIAMOND BAR DIAMOND BAR DIAMOND BAR DIAMOND BAR DIAMOND BAR SERVICE_ZIP_CD 91765-3425 91765-1145 91765-4334 91765-2034 91789-3310 91789-3310 91765-1429 91765 91765-3720 91765-4328 DATE CREATED 01/09/25 01/09/25 01/28/25 01/06/25 01/18/25 01/21/25 01/22/25 01/18/25 01/22/25 01/08/25 DATE CLOSED 01/14/25 01/10/25 01/29/25 01/07/25 01/20/25 01/22/25 01/23/25 01/20/25 01/22/25 01/08/25 CSCASE# 9719133 9718694 9734360 9715628 9726414 9728463 9729353 9726442 9729127 9717996 COMPLAINT CASES Category CPL CPL CPL CPL CPL CMP CPL CPL CPL CPL CPL CMP CPL CPL CPL CPL CPL CPL CPL CPL CPL CPL CPL CPL OPS/RED SAF SAL BIL Subcategory CAD CID CLT CNT CPC DCM DID DRV GLK LID MPC NCM NDV NMB NOC NOC RPF RPC RPD SVC TIS TOD TSP WRC OPS SEQ SNT BNT Description Complaint about driver Repeat issue (non-driver) - customer identified Complaint about truck appearance Container not delivered/removed/swapped (REP) Container condition Compliment Driver identified problem Complaint about driver Complaint regarding gates and locks Complaint about lids not being closed Complaint about container not placed properly Compliment Non-driver complaint Not My Bin No communication to customer No communication to customer Repeat issue - driver identified 2nd MPU within 60-day period Repeat issue - driver identified Complaint about service Complaint about trash in street Time of Day Spillage from the truck Wrong size container delivered Examples of when to use. . . Driver was rude or used non-professional language, etc. Truck coming too early in the morning, this is the 3rd call. Note: reference previous case number on case Truck is dirty, debris hanging from the truck, etc. Cart was not delivered/removed/swapped on day it was promised. Container has graffiti or container access door jammed/broken, etc. Note: to be used with swap ticket if necessary Driver compliment Customer continues to place HAZ waste, does not place container at curbside as directed, etc. Driver was rude or used non-professional language, etc. Driver does not close the gates or lock locks after service, etc. Driver does not close container lids after service. Driver does not return container to original place or position, etc. Non-Driver Compliment Employee is rude to customer on the phone or in person. Route change without notice, billed additional charges without informing customer, etc. Create NOC case when MPU recovery was not completed and we failed to contact the customer. Repeat Failure Create RPC case and MPU ticket for operations to recover. The same issue has been identified by the driver more than one time and needs to be addressed. Multiple HOC's or DID Complaint about service Customer, Non-WM customer, or driver identify trash on the street or around container. Customer calls driver pikcup times too early or too late Trash coming out of the truck Customer does not receive the container requested. DO NOT INCLUDE IN REPORT DO NOT INCLUDE IN REPORT DO NOT INCLUDE IN REPORT DO NOT INCLUDE IN REPORT Responsible Role DISPTCH DISPTCH DISPTCH DISPTCH DISPTCH DISPTCH DISPTCH DISPTCH DISPTCH DISPTCH RTESUPV/CUSTMGR RTESUPV/CUSTMGR DISPTCH RTESUPV DISPTCH DISPTCH DISPTCH DISPTCH DISPTCH Responsible User Corresponding Dispatch Corresponding Dispatch Corresponding Dispatch Corresponding Dispatch Corresponding Dispatch Corresponding Dispatch Corresponding Dispatch Corresponding Dispatch Corresponding Dispatch Corresponding Dispatch Corresponding Sup/Manager Corresponding Sup/Manager Corresponding Dispatch Corresponding Route Manager Corresponding Dispatch Corresponding Dispatch Corresponding Dispatch Corresponding Dispatch Corresponding Dispatch Closing Code CCS, CCU CCS, CCU CCS, CCU CCS, CCU CCS, CCU CCS, CCU CCS, CCU CCS, CCU CCS, CCU CCS, CCU CCS, CCU CCS, CCU CCS, CCU CCS, CCU CCS, CCU CCS, CCU CCS, CCU CCS, CCU CCS, CCU RESOLUTION STANDARDIZED RESPONSES BIN/CART WORK SCHEDULED/COMPLETED SERVICE RECOVERY COMPLETED CLAIM INITIATED.WM TO INVESTIGATE AND CONTACT CUSTOMER ROUTE MANAGER ADDRESSED COMPLAINT COMPLAINT TAKEN