The URL can be used to link to this page

Home My WebLink AboutDiamond Bar Monthly Complaints Report 2026_CDiamond Bar Customer Claim Breakdown 2026 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 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 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 2 0 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 3 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 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 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 driver Complaint about service Complaint about driver CSLOB C O C CSCOMP 012 012 012 CSCUST# 288944 289106 288304 CSNAME ROIC CALIFORNIA, LLC SOUTH COAST 40Y (P) DIAMOND BAR TENNIS CLUB COMM HOUSE# 2755 755 22900 SERVICE_STREET_NM S DIAMOND BAR BLVD PINEFALLS AVE GOLDEN SPRINGS DR SERVICE_CITY_NM DIAMOND BAR DIAMOND BAR DIAMOND BAR SERVICE_ZIP_CD 91765-3513 91789-3027 91765 TELEPHONE NUMBER 7146733050 9095943089 9098616874 DATE CREATED 01/05/26 01/13/26 01/08/26 TIME CREATED 10:41 AM 09:57 AM 07:23 AM DATE RESPONSED 01/05/26 01/13/26 01/08/26 DATE CLOSED 01/06/26 01/14/26 01/09/26 CSCASE# 10035245 10043028 10039220 EMPLOYEE JCANTORA IBRACAMO IBRACAMO RESOLUTION ROUTE MANAGER ADDRESSED COMPLAINT ROUTE MANAGER ADDRESSED COMPLAINT SERVICE RECOVERY COMPLETED 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