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:06/03/2025

  Type:Billing 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.

  I am writing to report inappropriate and potentially unlawful practices taking place at your Toppenish, ** franchise location, which operates on the *******************There are two specific concerns:Improper Charges for Water and Tax Exemption Requests:When customers ask for a complimentary cup of watera common courtesy at other ********* and *** locationsstaff at this franchise add an la carte jalapeo to the order, effectively charging customers for water.Even more concerning, this same charge is often added when customers request tax exemption, which tribal members are legally entitled to under federal and tribal law. This appears to be a deliberate method to bypass honoring tax-exempt status.These actions are deceptive, disrespectful, and potentially illegal.They undermine the trust of Native customers and violate basic consumer protection standards.I respectfully request a formal investigation into this location's practices and a clear response on what corrective actions will be taken. I am available to provide more details if needed, including receipts, dates, and witness information.

  Business Response

  Date: 06/21/2025

  There are no unlawful practices going on at the establishment at the restaurant mention by complaining 

  the charges for water cups when its a 32oz has to di with price increases all over the state not only at the restaurant same is for mc donalds , ***********, dairy queen price hikes on products that is affecting everyone consumer at stores nothing new to what government has law to increase everything 

  and as far as tax exemption we do honor that when customers ask either before transaction start or transaction ends not after we charge for order

  we are not allowed to visually or voice at speaker to know who they are because that would be considered racial profiling which is bad doing that 

   

  as far as a complimentary water when is mentioned clearly it is granted but when the choice becomes a larger cup its different 

  for tribal members again when its mention during or after or before transaction time we do honor no tax 

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23395509
  
  I am rejecting this response because:

  Dear [Franchise Manager or **************** Representative],
  Thank you for your response to my previous complaint. However, you did not address a key concern I raisedthe repeated and questionable use of an la carte jalapeo charge at your Toppenish, ** location.
  To clarify:
  Every time I or someone I know has requested a water cupregardless of size, and always receiving a mediumwe are charged for la carte jalapeos, even though no jalapeos were ordered or received.
  This same charge has been added when customers request tax exemption as tribal members, which is a right under federal and tribal law.
  I would like to ask directly:
  Does your location offer jalapeos to customers at the counter or drive-thru without request?
  If not, why are la carte jalapeos being added only to orders where a customer requests water or asks for tax exemption?
  Is there a written policy or internal explanation for this practice?
  The consistency of this behavior suggests it is not a mistake, and it appears to be used as a workaround to avoid providing free water or honoring tribal tax exemptions.
  I am requesting a full explanation and whether your corporate leadership is aware of this practice. If this issue is not addressed directly and corrected, I will be forwarding documentation to both Yum! Brands corporate offices and relevant tribal and consumer protection agencies.
  Sincerely,