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Business Profile

Carry Out Food

El Pollo Loco Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Carry Out Food.

Complaints

This profile includes complaints for El Pollo Loco Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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El Pollo Loco Inc has 94 locations, listed below.

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    Customer Complaints Summary

    • 64 total complaints in the last 3 years.
    • 18 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/28/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have contacted el pollo loco via the feedback on their website about the local el pollo loco in ********* **. I did receive a call back and promised that my concerns will be resolved. It has not. This el pollo loco has failed to provide a clean and heathy environment just outside in the parking lot. There is garbage and no maintenance to the landscaping. This looks like h*** and breeds rats. The same parking lot is also shared by a hotel and two other fast food restaurants. Those areas are clean of trash and landscaping is well maintained. Clearly el pollo loco does not care how much of an embarrassment they are to the community. The mess has been going on for years and must end now. Please have el pollo loco contact me with a plan to clean up their portion on the parking lot. Im shocked that a restaurant that provide food allows these horrific conditions to happen.

    • Initial Complaint

      Date:04/14/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On March 25, 2023, I *************************** filed a complaint on ***** an Assistant Manager at El Pollo Loco located at ***************************************. She had on several occasions was treating me like she didn't care for me as a customer because of a complaint that I reported about two years ago. I ignored the treatment on several occasions. When I went in the store March 25th ***** looked directly at me and whispered to another employee who intern looked directly at me which made me fill uncomfortable and I also felt that she didn't want me to continue to shop at the restraint that I've been shopping there since the store was built. I called manager **** the next day. She stated you're a problem you complained when ******* was working here who use to be the Manager. I told her so you are holding a complaint against me that was a long time ago. **** said yes you're the problem. If she investigated and reviewed her Cameras she would have seen what I said was true and factual! **** wasn't interested in my complaint because of aprevious complaint. My intention isn't just to complain for no reason. I justwant to be treated like any other customer and not be made to feel uncomfortable or feel like I can't come to El Pollo Loco because I filed a complaint before. This mademe feel I don'tbelong and don't have a right to come to this location. against in . I called in on the following dates to the ******************** Mar 27, 2023 : Mar 29. 2023 : Apr 07, 2023 On the above dates they kept telling me someone would be calling me about the complaint: that never happened. If they didn't want to hear my side they should have not lied to me on the above dates. They should have just said because you have previously had a complaint we are not going to move or look to resolve this incident. On the 13-Apr-2023, I called in and spoke to ******* and ******. ****** aggressively told me that they will not be moving forward with this complaint although they kept having me call kept lieing

    • Initial Complaint

      Date:04/06/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Good morning, we very ofter visit Pollo Loco, so often that we use the surveys when possible and we have the app. On wed afternoon i have decided to go inside the restaurant as the drive thru line was too long thinking i will be faster service. I came in waited in line about ***** minutes, a lady started my order, while taking my order she would constantly turn her back to me and speak to the kitchen, she took my order leg lovers and said smth i did not understand. I asked her to repeat she said she only has 1 order of legs, i said okay what else can she offer, after i asked and was not even done with my second order, she completely dismisses me and go and helps the lady behind me in line with the computer order. I asked her to first help me as I only order 1 order and was not done, she replied with a very poor level of eng, since I speak spanish i told her she is doing a horrible customer service job (in spanish) and she needs to help me before helping someone else in line without even announcing it, I asked for the manager - she turns out to be the manager she whispered that she is the one in charge I asked her name she refused to tell me- i saw her badge it said ***********************. My question to Pollo Loco how can a manager not speak clearly in english, I appreciate spanish as i speak spanish and romanian, as a multi language person and an immigrtant i do not understand how a supervisor position be given to someone that can not communicate properly to its customers. Also - the customer service- it was horrible, i left with one order instead of two that she did not let me finish ordering and absolutely dismissed me helping someone else stating i raised my voice at her, which i never did, she turned her back multiple times while i was literally saying my order to her therefore i asked her full attention. Please review the cameras and other employees that apologized for her actions. I would like a call and email from *************************** director/ district manager. My phone number is702 ********

    • Initial Complaint

      Date:03/06/2023

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I'm filing this complaint on Sunday March 5, 2023. I ordered at El Pollo Loco in **********, ** at the drive thru about ***** minutes before 10pm. I was told by a women employee that there was no queso ****** burrito, so I ordered a chicken avocado burrito. There was no macaroni so I ordered a large side of mashed potatoes. I also ordered a quesadilla. The quesadilla did not look like the image on the el pollo loco menu at all. I have 2 pics attached to this complaint of the quesadilla I ordered at the ********** el pollo loco. All three items were not hot. In fact, all three items were barely warm. I did not eat the quesadilla.

    • Initial Complaint

      Date:02/27/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought lunch on 02/26/23 at around 1:11pm for the amount of ***** and received raw and what seems to be tube worm or some tube like pink insert thru my chicken breast.

    • Initial Complaint

      Date:02/15/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I found a bottle cap inside my stuff quesadilla and it made me so sick I'm never eating from there again and will file a lawsuit against them

    • Initial Complaint

      Date:01/22/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed a pick up order as a guest account on the app last night at 10:19PM at the location on NW corner of ************************** in *********. They were still accepting orders and the store hours were until 11pm. When I went to go pick up, the restaurant is closed and nobody is inside. My order was still charged and never canceled. Why would my order be accepted if they are closed and why did they decide to close early. Isn't there a way to turn off online orders?? I need a refund immediately. My order number was #*****************. Please refund.

      Business Response

      Date: 01/23/2023

      Hello *****, 
      Thank you for taking the time to contact El Pollo Loco.

      Making freshly prepared food is our top priority, and we thank you for voicing your concerns regarding your online ordering experience. We've shared your feedback with our operation leader, who will look further into your experience to ensure that our locations follow our regular hours of operation listed on our website. We have begun processing your online order refund request, which will take 2-3 business days to reflect within your account. As a token of our commitment, we added $10 in banked Loco Rewards to your loyalty account for the overall experience.

      Thank you again for your patience as we work to create a better customer experience within our Restaurant. 

      With Gratitude, 

      ************ 

      Customer Experience

    • Initial Complaint

      Date:01/17/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On October 21, 2022, I purchased a chicken meal from this El Pollo Loco. As my sides, I asked for a salad. As I was eating the salad, I bit into something hard and metallic. When I spit it out, it was a black screw, see attached picture. I went back to the restaurant and complained. The manager or supervisor told me that the owner was not available, but, took my information and the actual s**** and told me that the insurance company would be contacting me. I was also asked by the supervisor "why I didn't check my salad before eating it" - which I found to be very insulting. To date, no one has contacted me regarding this incident. Later that evening, I went to my dentist for an emergency examination.

      Business Response

      Date: 01/30/2023

      Hello ******, 

      Thank you for reaching out to El Pollo Loco via the BBB. 

      To better process your request for a follow up, would you please provide us the following information: 

      - El Pollo Loco restaurant visited

      - Date/time of visit

      This information will assist us in ensuring that the correct operation leader contacts you regarding your experience. 

      We look forward to hearing from you! 

      Best Regards, 

      ************ 

      Customer Experience

      Customer Answer

      Date: 01/31/2023

      I visited the ************** El Pollo Loco, located at **************.  October 21, 2022, at approximately 1:30 p.m.

      Business Response

      Date: 02/05/2023

      Mr. *****

      Thank you for providing us further information regarding your visit. 

      This is a Franchise location, and we have asked our Franchise Business Director to ensure you are contracted regarding your experience. Please allow the operation leader 2-3 days to contact you. 

      We thank you for your patience, and if you should have any additional questions, please feel free to contact us directly at ********************************************* 

      Thank you! 

    • Initial Complaint

      Date:11/20/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On November 2, 2022 I purchased a $20 family meal to qualify in ***********, ** for a free 8 piece chicken reward offer using my email address through their El Pollo Loco android app on my phone. I have contacted the company three times with screen shots of my rewards account activity that shows my email, two orders I've placed using the app and detail on the November 2nd qualifying order. I also pointed out that I have not received any rewards points for my purchases when I should have received 1 point per dollar spent according to their website. Their customer service responds that I do not have any reward account transactions even though I've provided proof. Is their rewards program a fraud to entice sales - is this happening to others?

      Business Response

      Date: 11/23/2022

      Thank you for celebrating *** de *** Muertos with El Pollo Loco! We celebrated the holiday with offers, giveaways, and freebies from October 29th through November 2nd. 

      Loco Rewards customers who purchased a Family Feast on 11/1/22-11/2/22 on elpolloloco.com, through the Loco Rewards app, or in any El Pollo Loco restaurant received a Free 8-Piece Leg & Thigh reward in their Loco Rewards account within 48 hours of a qualifying purchase. Customers were eligible to receive up to (5) rewards per day. These rewards are valid 30 days after a qualifying purchase and do not require a purchase to be redeemed.

      We apologize for any issues you may have experienced during your recent visit and have addressed your visit with our restaurant team members. For the overall inconvenience, we have added the Free 8-Piece Leg & Thigh (Chicken only) and loaded your points to your loyalty account. We appreciate your feedback and look forward to your next visit!

      Customer Answer

      Date: 11/24/2022

      While I fully accept and appreciate El Pollo Loco making good by fulfilling the promotion offer I qualified for, their response doesn't address the rewards program disfunction.  Is my rewards account now recognized and will it earn points going forward?  If so, I consider this issue closed and thank you for your assistance.

      Business Response

      Date: 12/05/2022

      Hello ******, 

      Thank you for your follow up question regarding your Loco Rewards account. After looking into your account, we see that your account is active within our system. 

      For any Loco Reward questions, feel free to check out our FAQ section at elpolloloco.com/rewards/

      We look forward to your next visit! 

    • Initial Complaint

      Date:11/18/2022

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Thursday 11/17/2022, I ordered two churros using Pollo Loco's app and chose the option pick-up. I went to the location and they stated that they did not have churros in that location. I asked what to do in order to cancel and they said I could do it on my end, so I tried to cancel the order in the app, but the app said to call the location directly. I have since tried to call the location (************************************************* location) and the call did not go through. The app says the order is completed and does not let me do anything else. The order number is #*****************. All I would like is a refund.

      Business Response

      Date: 11/23/2022

      Thank you for taking the time to contact El Pollo Loco.

      Our number one priority is to create the best moments for every customer, and we hold our restaurants to a high standard. In this case, we fell short. We appreciate your feedback and have shared it internally with our ********************* Team.

      We have begun processing your online order refund request, which will take 3 business days to reflect within your account. As a token of our commitment, we added $10 in banked Loco Rewards to your loyalty account for the overall experience.

      Thank you again for your patience as we work to create a better customer experience within our Restaurant. 

      Customer Answer

      Date: 11/23/2022


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      Ally *****

       

    El Pollo Loco Inc is NOT a BBB Accredited Business.

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