| First Brightleaf awareness | Mar 11, 2020 |
|---|---|
| Date pleaded by Brightleaf | May 12, 2021 |
| Gap | ~14 months |
| Ledgerwood requests for a service order | 4 |
| Millbrook frozen shrink, FY21 Q1 | 4.1% (chain 1.2%) |
| Rack B-3 replacement quote | $147,500 |
Answer
First sign: March 11, 2020
Dorsey Kalloway at the Millbrook store added a note to the end of an email to Priscilla Vandehey (Ledgerwood) about freezer-door decals. He said the ice cream in aisle 12 was soft again, the second time that month, but that Frank said the case and readout looked normal, so it was probably nothing.
Because he said "again," at least one earlier incident happened that month. I found no written record of it.
Ledgerwood acknowledged it at the time
On March 12, 2020, Priscilla replied and copied technician Ynez Brill. She told Dorsey that if it happened again he should open a service order through the portal. On June 19, 2020, she told district manager Marguerite Ontiveros that the April PM had included aisle 12, which Dorsey had asked about in March.
Caveats
The data was in Brightleaf's hands a month earlier
On February 14, 2020, the automated January temperature log went to Wendell Achterberg (Brightleaf Facilities). It flagged B-3 as an Exception: 31.5 hours out of spec, with overnight excursions starting January 8 and peaks up to +11.4 °F. Nothing shows anyone read it. The log says it isn't reviewed by anyone and doesn't open a service order.
Earlier Millbrook complaints involved other equipment
These complaints did not involve B-3:
- July 2019: deli case warm (Rack A-1)
- November 2019: beverage cooler not holding temperature (C-1)
- February 2020: ice machine producing soft ice
The evidence cuts both ways
Ynez Brill's September 22, 2020 field note shows Ledgerwood knew internally that the B-3 discharge valve was failing. The note was parked until a customer order came in. Counsel for Ledgerwood described this as not helping them.
Rack B-3 Timeline
According to Ledgerwood remote monitoring. No excursions were recorded in December 2019.
Automated transmittal: 31.5 hours out of spec, peaks up to +11.4 °F. Not reviewed and no service order generated.
Buried in the decals thread: "soft again, second time this month."
Priscilla copies Ynez Brill and tells Dorsey to open an order via the portal if it happens again.
As reported later by Priscilla.
Marguerite Ontiveros reports three weeks of high frozen shrink. Ledgerwood says facilities must open a service order.
District lead Roland Quarterman parks it until the customer opens an order on B-3.
Priscilla copies Wendell directly: "This is the third time we have asked."
91% of the shrink is on aisle 12. Priscilla calls this the fourth request and advises against writing it up as theft.
The date pleaded in Brightleaf's complaint.
Discharge +41 °F over spec. Repair not recommended.
Aisle 12 at 41 °F and walk-in at 38 °F. The walk-in held product staged for 11 stores.
Archive search keyed on equipment and paperwork terms. It missed the March 2020 note in the decals thread.
Brightleaf Markets
Made the first report on Mar 11, 2020. Left Brightleaf in January 2022.
Received the monthly logs. Opened WO-114872 on May 12, 2021.
Ledgerwood Refrigeration Services
Asked for a service order four times in 2020–21.
Wrote the Sep 22, 2020 field note. Left in 2023.
Counsel (Prentiss Wardlow)
Source Emails
From: Beatrix Okonjo (Ledgerwood)
To: Wendell Achterberg; cc Priscilla Vandehey
B-3 flagged as Exception, 31.5 hours out of spec.
From: Dorsey Kalloway (Brightleaf)
To: Priscilla Vandehey
Asks about decals for the aisle 12 reset.
From: Dorsey Kalloway (Brightleaf)
To: Priscilla Vandehey
First awareness: ice cream in aisle 12 soft again, second time this month.
From: Priscilla Vandehey (Ledgerwood)
To: Dorsey Kalloway; cc Ynez Brill
Advises opening a service order via the portal if it happens again.
From: Marguerite Ontiveros (Brightleaf)
To: Priscilla Vandehey
Frozen shrink high three weeks running. Store thinks it's the cases.
From: Priscilla Vandehey (Ledgerwood)
To: Marguerite Ontiveros; cc Ynez Brill
References aisle 12, which Dorsey asked about in March. Asks facilities to open an order.
From: Ynez Brill (Ledgerwood)
To: Roland Quarterman
Internal note: discharge valve failing.
From: Dorsey Kalloway (Brightleaf)
To: Priscilla Vandehey
Two pallets of frozen product dumped. Aisle 12.
From: Priscilla Vandehey (Ledgerwood)
To: Dorsey Kalloway; cc Wendell Achterberg
Third request for a service order.
From: Truett Bascombe (Brightleaf)
To: Priscilla Vandehey
4.1% frozen shrink, 91% on aisle 12.
From: Priscilla Vandehey (Ledgerwood)
To: Truett Bascombe; cc Wendell Achterberg
Fourth request for a service order.
From: Wendell Achterberg (Brightleaf)
To: Beatrix Okonjo; cc Priscilla Vandehey
Formal service request opened (WO-114872).
From: Ynez Brill (Ledgerwood)
To: Wendell Achterberg, Beatrix Okonjo
Valve failed. $147,500 replacement quote.
From: Wendell Achterberg (Brightleaf)
To: Beatrix Okonjo
B-3 down. Regional frozen hub product lost.
From: Odile Menjivar (Prentiss Wardlow)
To: Garrison Wardlow
Concludes nothing from Brightleaf before May 12, 2021.
From: Garrison Wardlow (Prentiss Wardlow)
To: Dagny Threlkeld
Concludes the pleaded date holds.
Follow-ups
OPEN
The Mar 11 note and the Mar 12 and Jun 19 Ledgerwood replies contradict the conclusion that the pleaded date holds.
OPEN
These show what Brightleaf Facilities received and when.
OPEN
Dorsey said "again," so there was at least one earlier occurrence.