ComplaintsforLa Antioquena

• Initial Complaint

  09/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Walked in to La Antioqueña in Lake Mary, Fl. My husband did not like the food that was served and complained. The waiter did nothing so we asked for the manager. The owner walked over and offered a resolution of providing a new bowl with beans that tasted just as bland as the first ones served. My husband at the time of the check stated that he did not agree to paying for his full plate as he was unsatisfied with what he had been served or the resolution offered. The owner than stated that there was nothing else to do. A waiter then brought over the check and it was $103.38. Our waiter that we had complained about, walked over and shows me the tablet asking to click on what tip amount I was going to leave. I then clicked on no tip and she then walked over to the owner and told her what was going on the owner than said a curse in Spanish to what I believe was towards us and then said to make a change on our check. The waiter than proceeded to the computer and advised me that my check was changing to the amount of 120.47 which is not the check I received the FIRST TIME. I then proceeded to ask for the FIRST check I received and the owner than said no! I asked a couple times and she said that the computer wouldn't reprint the FIRST RECEIPT. I then proceeded to let her know that I did NOT AGREE TO PAYING THAT AMOUNT and she said well you are leaving without paying. I then stated I wanted to pay the correct amount of $103.38 to where she swiped my card for $120.47 which includes a gratuity that we were not advised of at the time of the menu, ordering, or FIRST RECEIPT !!! The owner Rosa then advised that was the law and my card was FRAUDULENTLY charged for an extra $17.09. The owner Rosa was unprofessional and unwilling to find a resolution to the issue. The server Laura was rude, unhelpful and the one who processed the charge that I did NOT AGREE TO ! Table included 2 children, 2 adults and 1 senior.

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/09/29) */ Please see below regarding incident reported by management: Customer came with a party of 5 people, ordered food - ate the food and decided to make a complaint about the beans. The customer was told that we could replace the beans even after they had eaten more than half of the beans - the beans were replaced and then they proceeded to make a complaint about the rice. The customer asked for a manager and made a scene in front of other customers and staff, causing disruption for the entire shift. All customers know that if they are going to come in a party of more than five (including children and or seniors) 18% service charge is included because servers are paid less than the established minimum wage and tips make up the rest of their wages; therefore, as a protection the service charge is included to ensure the server makes at least minimum wage during the the time spent serving them. Our company does not discriminate on the people's age for billing, every person at the table is counted. Part of the scene the customer made includes but is not limited to calling the manager on duty (in spanish) "salty" and accused of "waking up on the wrong side of the bed" . The customer also filed a complaint on google and yelp. We have notified the customer that we reserve the right of admission and will not be serving them in the future. Sincerely, Freddy J V****** Item Price $ Qty Amount $ Maracuya Granizado 4.25 4 17.00 Maracuya Granizado 4.25 1 4.25 EMPANADA DE POLLO 2.55 1 2.55 Maracuya Granizado 4.25 1 4.25 MILANESA DE POLLO 12.99 1 12.99 Bandeja Paisa 19.99 1 19.99 LOMO DE CERDO 15.59 1 15.59 Bandeja Paisa 19.99 1 19.99 Sub Total 96.61

*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. ↩