ComplaintsforLos Comales West Chicago

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My name is ******, I am a dental assistant , I was headed to break with my coworkers when we all decided to have lunch at Los Comales, which we have been here multiple times since it is closest to our office, We were sat down, but never mentioned that the bill could not be separated , keep in mind we have been here multiple times and have always been able to get separate bills. The waitress and other employees there had a very nasty attitude through out the whole experience. Not once did a our waitress stop by to check on our table, we had terrible service , as we were getting ready to leave we noticed no one was coming back so we would have to walk up front to pay, as we all went up there and tried to speak to the lady at the register and ask for our bills , she gave us a nasty attitude telling us we could not pay cash and the bill could not be separated , we would have to pay as a whole and on a card, we also were never told there were fees that would be charged on the card & never agreed to leave a tip. The person at the register went ahead and gave themselves an 18% tip without my consent , and when I tried to call back I received a nastier attitude and the lady over the phone said well you didnt leave a cash tip so we tipped ourselves . This is very wrong and would like something done about it. This is fraud !

  Business response

  04/22/2024

  "We are very disappointed that staff did not communicate with the individual to effectively explain the payment process. We realize that the payment process should be smooth and shouldn't be confusing or difficult. We feel the point of failure was in our training of the staff and emphasizing the communication of new policies implemented in our payment process before the individual's order, so that they are aware of any fees or potential mandatory costs included with their visit. At the time, we had implemented an 18% gratuity to groups of 6 or more adults that chose to dine together and we preferred not splitting bills due to problems in the past, but splitting bills was not mandatory. We realize this is our responsibility to correctly charge each individual as to there be no confusion and each individual pays their agreed upon amount. Regarding the 18% gratuity for groups of 6 adults and above, we saw this as a fair cost as we would communicate this before the group ordered and with the signs posted at the entrance there would be no concern of consent. Similarly with the card processing fees we had implemented this policy recently and posted a sign at the entrance. We realized these are new policies that should be explained to any one visiting as they may reconsider their decisions based on these policies. We had posted signs at the entrance to communicate new policies as people entered the restaurant to make them aware before they order or sit down to eat. We had staff communicate new policies to people before being sat down to communicate this before they began ordering. We realize there was a gap in communication where the individuals were not made aware of new policies. We wanted to emphasize we do not tolerate any staff member adding on any tips or gratuity without the consent of the individual. We always accept cash. If the individual had felt that staff had not communicated potential fees or costs, those charges should not have been included and should have been debited from the business(Los Comales). Our staff training has staff direct concerns to management to accommodate those concerns and effectively solve issues, which we realize did not occur. We have taken disciplinary action regarding the employee's misconduct, unsatisfactory performance, and breaking rules at work. We no longer have the 18% gratuity to groups of 6 or more adults. We have taken steps to regularly train all staff more extensively on conduct and skills to effectively provide service where communication is clear and individuals can make decisions with full knowledge of potential costs or fees. We are disappointed in the failure of training and are taking steps to ensure individuals choosing to purchase services feel satisfied and processes are made clear. We hope to further communication and address any further issues to better our service and experience for others. We thank you for addressing the issue and we hope to take the information to better the experience for individuals choosing our services."

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