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Home My WebLink AboutDiamond Bar Monthly Complaints Report 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) 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 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 October 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 1 0 September 0 0 2 0 0 0 0 1 0 1 0 0 0 1 0 0 0 2 0 6 1 August 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 June 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 April 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 February 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 January 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Customer Claim Description CSLOB CSCOMP CSCUST# CSNAME HOUSE# SERVICE_STREET_NM SERVICE_CITY_NM SERVICE_ZIP_CD TELEPHONE NUMBER DATE CREATED TIME CREATED DATE RESPONSED DATE CLOSED CSCASE# EMPLOYEE CSCAT CSSUBCT COMPLAINT DESC RESOLUTION DESCRIPTION RESOLUTION Customer Claim Description CSLOB CSCOMP CSCUST# CSNAME HOUSE# SERVICE_STREET_NM SERVICE_CITY_NM SERVICE_ZIP_CD TELEPHONE NUMBER DATE CREATED TIME CREATED DATE RESPONSED DATE CLOSED CSCASE# EMPLOYEE CSCAT CSSUBCT COMPLAINT DESC RESOLUTION DESCRIPTION RESOLUTION Customer Claim Description Complaint about service CSLOB C CSCOMP 012 CSCUST# 288196 CSNAME DER FUNG CO INC HOUSE# 20490 SERVICE_STREET_NM YELLOW BRICK RD SERVICE_CITY_NM DIAMOND BAR SERVICE_ZIP_CD 91789 TELEPHONE NUMBER 9098690928 DATE CREATED 10/30/25 TIME CREATED 10:51 AM DATE RESPONSED 10/30/25 DATE CLOSED 10/31/25 CSCASE# 9978062 EMPLOYEE IBRACAMO RESOLUTION ROUTE MANAGER ADDRESSED COMPLAINT Customer Claim Description Complaint about driver Complaint about driver Complaint about service Complaint about service Container not delivered/removed/swapped (REP) Compliment Repeat issue - driver identified CSLOB C C C C C C C CSCOMP 012 012 012 012 012 012 012 CSCUST# 288369 288327 288476 288931 288247 288239 288890 CSNAME SOUTH COAST AIR QUALITY MANAGE MT CALVARY LUTHERAN CHURCH D B VILLAGE/ EL POLLO LOCO DIAMOND BAR VILLAGE APTS RIDGELINE HOA-QUARRY LANE DIAMOND BAR VILLAS HOA DIAMOND BAR ESTATES HOUSE# 21865 23300 1220 1850 2644 23330 21217 SERVICE_STREET_NM COPLEY DR GOLDEN SPRINGS DR S DIAMOND BAR BLVD S DIAMOND BAR BLVD S QUARRY LN SUNSET CROSSING RD WASHINGTON AVE SERVICE_CITY_NM DIAMOND BAR DIAMOND BAR DIAMOND BAR DIAMOND BAR DIAMOND BAR DIAMOND BAR DIAMOND BAR SERVICE_ZIP_CD 91765 91765 91765 91765 91789 91765 91789 TELEPHONE NUMBER 9095049843 9097303041 9495775775 9098615663 6269677921 9095905951 9095946281 DATE CREATED 09/25/25 09/30/25 09/03/25 09/22/25 09/17/25 09/23/25 09/09/25 TIME CREATED 09:17 AM 11:02 AM 01:24 PM 03:00 PM 09:13 AM 02:10 PM 10:07 AM DATE RESPONSED 09/25/25 09/30/25 09/03/25 09/22/25 09/17/25 09/23/25 09/09/25 DATE CLOSED 09/26/25 10/01/25 09/04/25 09/23/25 09/17/25 09/24/25 09/09/25 CSCASE# 9951232 9954498 9931819 9947987 9944079 9949141 9937363 EMPLOYEE JCANTORA JCANTORA JCANTORA JCANTORA IBRACAMO JCANTORA JCANTORA RESOLUTION ROUTE MANAGER ADDRESSED COMPLAINT ROUTE MANAGER ADDRESSED COMPLAINT SERVICE RECOVERY COMPLETED ROUTE MANAGER ADDRESSED COMPLAINT BIN/CART WORK SCHEDULED/COMPLETED ROUTE MANAGER ADDRESSED COMPLAINT Customer Claim Description CSLOB CSCOMP CSCUST# CSNAME HOUSE# SERVICE_STREET_NM SERVICE_CITY_NM SERVICE_ZIP_CD TELEPHONE NUMBER DATE CREATED TIME CREATED DATE RESPONSED DATE CLOSED CSCASE# EMPLOYEE CSCAT CSSUBCT COMPLAINT DESC RESOLUTION DESCRIPTION RESOLUTION Customer Claim Description CSLOB CSCOMP CSCUST# CSNAME HOUSE# SERVICE_STREET_NM SERVICE_CITY_NM SERVICE_ZIP_CD TELEPHONE NUMBER DATE CREATED TIME CREATED DATE RESPONSED DATE CLOSED CSCASE# EMPLOYEE CSCAT CSSUBCT COMPLAINT DESC RESOLUTION DESCRIPTION RESOLUTION Customer Claim Description CSLOB CSCOMP CSCUST# CSNAME HOUSE# SERVICE_STREET_NM SERVICE_CITY_NM SERVICE_ZIP_CD TELEPHONE NUMBER DATE CREATED TIME CREATED DATE RESPONSED DATE CLOSED CSCASE# EMPLOYEE CSCAT CSSUBCT COMPLAINT DESC RESOLUTION DESCRIPTION RESOLUTION Customer Claim Description CSLOB CSCOMP CSCUST# CSNAME HOUSE# SERVICE_STREET_NM SERVICE_CITY_NM SERVICE_ZIP_CD TELEPHONE NUMBER DATE CREATED TIME CREATED DATE RESPONSED DATE CLOSED CSCASE# EMPLOYEE CSCAT CSSUBCT COMPLAINT DESC RESOLUTION DESCRIPTION RESOLUTION Customer Claim Description CSLOB CSCOMP CSCUST# CSNAME HOUSE# SERVICE_STREET_NM SERVICE_CITY_NM SERVICE_ZIP_CD TELEPHONE NUMBER DATE CREATED TIME CREATED DATE RESPONSED DATE CLOSED CSCASE# EMPLOYEE CSCAT CSSUBCT COMPLAINT DESC RESOLUTION DESCRIPTION RESOLUTION Customer Claim Description CSLOB CSCOMP CSCUST# CSNAME HOUSE# SERVICE_STREET_NM SERVICE_CITY_NM SERVICE_ZIP_CD TELEPHONE NUMBER DATE CREATED TIME CREATED DATE RESPONSED DATE CLOSED CSCASE# EMPLOYEE CSCAT CSSUBCT COMPLAINT DESC RESOLUTION DESCRIPTION RESOLUTION Customer Claim Description CSLOB CSCOMP CSCUST# CSNAME HOUSE# SERVICE_STREET_NM SERVICE_CITY_NM SERVICE_ZIP_CD TELEPHONE NUMBER DATE CREATED TIME CREATED DATE RESPONSED DATE CLOSED CSCASE# EMPLOYEE CSCAT CSSUBCT COMPLAINT DESC RESOLUTION DESCRIPTION RESOLUTION Customer Claim Description CSLOB CSCOMP CSCUST# CSNAME HOUSE# SERVICE_STREET_NM SERVICE_CITY_NM SERVICE_ZIP_CD TELEPHONE NUMBER DATE CREATED TIME CREATED DATE RESPONSED DATE CLOSED CSCASE# EMPLOYEE CSCAT CSSUBCT COMPLAINT DESC RESOLUTION DESCRIPTION RESOLUTION 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 OPS/RED CPL SAF SAL BIL Subcategory CAD CID CLT CNT CPC DCM DID DRV GLK LID MPC NCM NDV NOC NOC RPF RPC RPD SVC TIS TOD TSP WRC OPS NMB 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 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 Not My Bin 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 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