Complaints

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.

• Initial Complaint

  Date:03/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 03/09/2023, Me and my daughter stopped to order food through the drive through at Taco Bell as we were on our way to appointments for the day. No one was available at the intercom, so I drove to the window and no one came to the window either. Subsequently, I went to ******* to purchase a coffee which is in the same plaza as Taco Bell. While I was at *******, my daughter called Taco Bell to see if they were open so we could order her food afterward before our appointments. An employee at Taco Bell answered and said they were open, so we went back to Taco Bell to order my daughters food. My daughter ordered her food and we proceeded to the window. The general manager and another employee were at the window working together; however, the general manager waited on me. She was very unwelcoming and disrespectful as she whipped the bag of food at me with her head turned. Then, she whipped the drink at me and as I grabbed the drink, it spilled all over me. Instead of apologizing; as I grabbed napkins from my glove compartment to wipe the spilt drink off me, the general manger said, with an attitude, “Do you have a problem, *****,” seeing how she knows me. My response was, Yeah, you spilt the drink all over me. She said, well, you shouldn't have parked so far away from the window. Then, she said that I had an attitude from the beginning when she is the one who had an attitude the whole time. She told me not to come back to her store and closed the window on me. I did get angry after she lied about me and closed the window on me. She can’t use the excuse that I had an attitude because I’m not even the one who ordered the food. My daughter ordered food for herself and she was very respectful and nice. Regardless, the general manager was unprofessional and aggressive.

  Business Response

  Date: 04/10/2023

  Our stance and account of what happened is drastically different than the one sent to you from **********************. We are not refuting that she did come through our drive thru with her daughter on the day mentioned. We were tardy in answering her 1st attempt in coming through the drive thru and when she returned a few minutes later our RGM, *********************************, apologized for the inconvenience. It was at this time when ********************** became incredibly irritated and ripped the drink out of ********'s hand very aggressively, causing the lid to pop off, thus spilling on ************************** lap. ********************** became more aggitated and told ******** to "**** off". It was at this time, ******** informed ********************** that she wouldn't be spoken to like that, to not return and closed the window. Since the incident, ********************** filed a PRC, which is a formal company complaint on our company website. Once receiving the complaint, ******** reached out to ********************** and verbally apologized for her side of the misunderstanding with ****************, her assistant serving as a witness. It was during ********'s apology that she informed ********************** that is welcomed back in our establishment. Since then, I have spoken with ********************** on 2 separate occasions and during the second one, she informed me that ******** never apologized. She continues to frequent our restaurant and ******** feels obligated to sit in the office and not participate in the operation while ********************** is in the facility. I have a real problem with this, as my general manager is felt being held hostage in her own place of employment. I also feel that is important to note that ************************** daughter was briefly employed by us, and her brother dated ******** many years ago. I consider this case closed, but if ********************** continues to antagonize the situation, I will be forced to ask her to take her business elsewhere. I have an obligation to protect my team from harassment.

  Customer Answer

  Date: 04/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I was not mad at all and did not show any signs of being mad until ******** flipped out on me at the window. The surveillance cameras will prove that what I'm saying is valid and what Taco Bell is stating is false. I would have never went back the second time to give them my business if I was mad. My daughter ordered anyway, seeing how the food was for her. So, if what they are saying was true, which it isn't, it was not me that even ordered. ******** was mad because my minor daughter called to see if they were open and she left them know that we were waiting in the drive thru; therefore, ******** became insulted over this. When I spoke with the guy who called me regarding what happened, he didn't even want to hear my side and defended his employee from the beginning. I already knew there wasn't going to be a consequence from how he acted. They are trying to cover up their unprofessionalism and inhospitable character. 
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 04/21/2023

  I am confused and hurt by *****'s comments. As stated, I did reach out to ***** on multiple occasions to apologize for the misunderstanding, as did our General manager. I also offered compensation in terms of food credits that ***** turned down. Since this incident, ***** and her daughter have visited our restaurant on a handful of occasions and two of *****'s children have applied for employment at this location. To me it appears that both sides were upset by the other side. I feel we tried to rectify our side by apologizing multiple times.

  Customer Answer

  Date: 04/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I don't understand why the manager of Taco Bell continues to use my children as a scapegoat. We live in a small town and if someone needs a job for more income, they go where they can. My children applied there before the manager started making false allegations and we thought the employee and manager was going to take responsibility. Again, my daughter was with me at the time of this incident and she is the one that called to see if they were opened and made the order; therefore, they can't blame me or accuse me of being upset because I didn't even talk. If they continue to use my children as a pon for justification, my children will both be witnesses to the lies and mistreatment that the general manager and manager of Taco Bell in Eville are placing upon me. If they continue to embellish and slander my name, I will involve legal action.  
  
  Regards,
  
  *****************************