El Taco Tote

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

On response to the complaint on August 2, 2015, Complaint brought on by *** ***It is the policy of TacoTote to sell pounds of meat at an x amount of dollars, however, this pound it is raw weighttherefore, after cooking is Oz We are part of a small franchise chain and
have had the above policy for over yearsI regret that Ms *** did not realize thisWe will do better by posting bigger signs where our customers can clearly see our policy better.I am trying to reach Ms *** so I can clarify our police and to thank her for bringing this to our attention

On response to the complaint on August 2, 2015, Complaint brought on by *** ***It is the policy of TacoTote to sell pounds of meat at an x amount of dollars, however, this pound it is raw weighttherefore, after
cooking is Oz We are part of a small franchise chain and have had the above policy for over yearsI regret that Ms *** did not realize thisWe will do better by posting bigger signs where our customers can clearly see our policy better.I am trying to reach Ms *** so I can clarify our police and to thank her for bringing this to our attention

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

Albuquerque, NM; May 23, 2016 Revdex.com ATTN: COMPLAINT DEPT. 7007 Jefferson St. NE, Ste. A Albuquerque, NM 87109 via US Certified Mail and facsimile (505) 346-0696 RE: RESPONSE TO COMPLAINT ID: [redacted]  Dear Sir or Madam, In response to your letter dated May 19, 2016, where...

complaint number [redacted] is initiated by [redacted] ("Customer"), we would like to respond accordingly. The customer and his party placed an order at 7:34 p.m. on Saturday, May 14, 2016. The order was ready to be taken to the customer by 7:56 p.m., when the Customer approached the counter. Our food is freshly prepared; the meats are grilled and the tortillas are made by hand per order. We also offer complimentary chips and access to our salsa bar along with drinks given at the time of purchase, which the Customer and his party enjoyed and consumed during their wait time. As the Customer approached the counter near 7:56 p.m., he saw his completed order and complained that there were only two enchiladas instead of three as seen on the menu photo. It was explained to the Customer that our tortillas were switched from pre-prepped tortillas to hand-made tortillas and were now bigger. Nevertheless, the Customer was offered an additional enchilada, free of charge, which he declined. During this time it was also explained to the Customer that we are not a fast food restaurant and our food is hand-made and during our busiest times of the weekend, such as Saturday night, our orders do take longer due to the amount of tortillas being freshly made per order and grilling meats. The Customer still requested a refund. In our locations, refunds must be made in the same cash register as the original purchase. Despite the explanations given to the Customer, the offer for additional free food, and their consumption of chips, salsa, and drinks, a full refund was given to The Customer for his inconvenience, see attachment no. 1. The Customer brought up the fact that the refund has taken some time. Attached is our copy of the refund indicating all money was refunded to the Customer the same night in addition to our end-of-the-day closures indicating we did not receive payment for his purchase, attachment no. 2. The process for which financial institutions deliver refunds to their customers and the time frame it takes is out of our control and scope of our business. The Customer has to communicate with his financial institution on their process and time frame for refunds. The Customer also indicated he is suffering financial hardship as a result of his initial purchase. The Customer's automatic payments and what his purchases are, in order to have funds for automatic withdrawals, is also outside the scope and control of our business. Therefore, the Customer needs to address his financial obligations outside of the scope of this complaint. Ultimately, the Customer's complaint is regarding the refund. Even though The Customer and his party consumed chips, salsas and drinks during their wait, an explanation of the wait time was given, an offer for free food was given, and in the end, a full refund was given to the Customer, at the time of his visit for his inconvenience and as a good faith effort to resolve the dispute. Should you have any further questions or require further information, please contact me at your convenience. Thank you. Sincerely,Claudia M[redacted],President for Albuquerque Locations Attachment 1: Voided ticket for order [redacted], C.C. TRANSACTION No. [redacted]Attachment 2: End of day credit card transaction history, showing transaction [redacted] voided; therefore, Not included, not paid.

On response to the complaint on August 2, 2015, Complaint brought on by [redacted]. It is the policy of TacoTote to sell pounds of meat at an x amount of dollars, however, this pound it is raw weight. therefore, after...

cooking is 12 Oz We are part of a small franchise chain and have had the above policy for over 25 years. I regret that Ms [redacted] did not realize this. We will do better by posting bigger signs where our customers can clearly see our policy better.I am trying to reach Ms [redacted] so I can clarify our police and to thank her for bringing this to our attention