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:03/24/2023

  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.

  Details 3/19/23 7:18pm Dine In Total ***** My wife and I purchased cheeseburger combo meals there and were served raw burgers. The children's chicken tenders were overcooked and unedible. My wife not wanting to get sick returned her raw burger to the counter at which point the girl in the back told her don't eat that it's rare we will take care of it for you. We waited for them to recook the burger so that we could leave. They called our name and gave my wife a child's hamburger. She was told by a lady in the back we got to together and looked at it and you had taken bites out of the burger so that's all you get. My wife wouldn't accept a children's hamburger in exchange for the large burger we had paid for so management said ok "we will give you what you need." At that point we believe they dug the ***** she had originally given them out of the garbage cut a piece of it off cooked it and gave it back to my wife. We went home not wanting to escalate this situation or the teens working there any further we were there with 3 small children. My wife's food was tampered with and we were not served edible food. We reached out several days to management through their ******** page they asked to describe the issue in full then never responded. I am seeking the full amount back that we paid *****$ not over the poor customer service and rude behavior but because we were served raw unsanitary food.

  Business Response

  Date: 04/19/2023

  The guest ordered their burgers cooked medium which industry standards (as well as our posted signage at the registers) states is pink throughout. After being exposed to air for an extended period of time the juices in the meat oxidize and turn bright red regardless how the burger is cooked. ******* Myoglobin) The first half their burger was eaten without problem. After the burger sat there and oxidized,  they then brought it up for it to be cooked more. The burger was replaced with a quarter pound burger since that was what was returned, a quarter pound of meat. The customer then refused the quarter pound ********************** so a fresh half pound burger was prepared and served to them. 

   

  We have been in business for 17 years and would never consider tampering with someones food. 

   

  We have provided this guest with the goods and services they purchased as well as 2 additional burgers. In return, they have called the health department and reported us to the BBB. 

   

  They can call ************ with a credit card number to receive a $15 credit as a good will gesture. 

  Customer Answer

  Date: 04/19/2023

  Complaint: 19640380
  
  I am rejecting this response because: This statement made by the business is completely untrue none of our food was ever replaced and nothing was ever offered to us the business never replied to any communication. I provided the receipt information to them and to the BBB.  I would never have taken my time to even write this had they not completely ignored us. I request a refund as previously stated.      
  Best Regards,
  
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  Business Response

  Date: 04/19/2023

  We are a small business we do not check ******** messages regularly. Any concerns are typically emailed to ** via our website or directly by our email. With that being said, Im unsure if the customer blocked us on ******** but it doesnt even give us the option to reply if we wanted to as seen on the bottom of the picture. At this point the story we are getting from multiple staff members and managers in not in line with what the customer is saying happened and the time this is consuming is not worth $34.58. They can call for a full refund.

  Customer Answer

  Date: 04/20/2023

  Complaint: 19640380
  
  I am rejecting this response because: 

  I am accepting the proposal for a refund but enough information was given to this business in the form of our receipt that we do not need to contact them by phone if they can issue the refund our family's safety will not be put at any further risk. As you can see in attached file they do check messages they responded then ignored all food safety concerns.   
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  Regards,
  
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