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Business Profile

Restaurant Management

OTG Management, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurant Management.

Complaints

Customer Complaints Summary

  • 14 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/25/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Hello,I had an absolutely disgusting meal on 3/22/25 at your ****** location. I understand it's an airport, and it was late at night, but there is no excuse. Either be opened, or be closed, but not halfway in between. The milkshake machine was "broken" at the time, but that seemed questionable.Old cold fries, a cold (as in chilled) top bun, overcooked, dry meat just awful. Plus, this meal was almost $23! I did not have time to go back and speak about this to the one person who was overwhelmed at the counter.I threw the half eaten meal in the trash, where it belonged, and bought something else before my flight. I never did get a receipt, but have attached the credit card charge here.I'm asking for a full refund please.Thank you,

    Customer Answer

    Date: 04/25/2025

    Better Business Bureau:

    At this time, I have not been contacted by OTG Management, Inc. regarding complaint ID ********.

    Sincerely,

    **** ********

  • Initial Complaint

    Date:10/28/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    This the worst dining experience in my life: on September ************************************* ************** we ordered two glasses of wine in EWR C3 Flora ***** Total cost was 18 dollars and my card was charged by the waiter via barcode on the table. No signature was required. After several days I found $54.84 charge on my card. Called several times OTG MANAGEMENT **** which operates this cafe along with many others. Nobody did anything: no excuses, no refunds. I cannot understand how the reputed airlines and the airports deal with this company

  • Initial Complaint

    Date:04/11/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Would not provide a receipt unless I provided my information in their marketing machine.

  • Initial Complaint

    Date:01/25/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    January 13 ****: This "****" restaurant in ***. I paid for food since they use an automated system you sit at counter, order/pay and wait for food. I realize ten minutes later the restaurant is abandoned NO employees whatsoever. I realized this wasn't going to happen soon to get my food. A waitress finally ****aced and told me to ask for a refund via an app. I did and received nothing. I never received any part of that order or the whole order. I want my money back!

  • Initial Complaint

    Date:01/12/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 did not receive a receipt when I placed my order. I told the hostess and she told me to put my name in phone number in her phone. The purpose, according to her, was so she could text the info to her manager and he would send me my receipt. I did that and proceeded to wait for my food. My order was taking too long and I had five minutes to make it to my gate before it closed. I told the kitchen staff this and they told me 2 more minutes. After two minutes I told them I needed a refund. Then one of the kitchen staff, *******, started yelling at me to request it online. I said I could not because I did not receive a receipt. He then yelled at me that this was my fault. He came from the kitchen and approached me in hostile, aggressive, and threatening manner. I spoke to the manager that day and he assured me I would receive a receipt. I didnt. I followed up on the website twice and called customer service twice. Still no refund or receipt. I went back to the restaurant and spoke to a manager who gave me the **s info. I emailed the ** and he told me he put in a request for my refund last week. I still have not received. I used a corporate card and I MY EXPENSE REPORT IS DUE TOMORROW. This is unprofessional and very poor customer service.

    Customer Answer

    Date: 02/06/2024

    Better Business Bureau:

    At this time, I have not been contacted by OTG Management regarding complaint ID ********.

    Sincerely,

    *******************************

  • Initial Complaint

    Date:10/30/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Date - 29 Sept 2023 I purchased (Credit Card Transaction completed using my AmEx card ending with ****. After completing the transaction, I immediately returned all the items as I had over purchased the items. The customer Service Representative helped me put the items back on shelf and helped me file a refund claim. She mentioned that I will see the amount credited in my AmEx statement in 10 days. It has been a month and after multiple follow-up emails to OTG Management, I haven't received even an acknowledgment. I am filing this complain to get my amount credit back to the credit card

    Customer Answer

    Date: 11/26/2023

    Better Business Bureau:

    At this time, I have not been contacted by OTG Management regarding complaint ID ********.

    Sincerely,

    ***************************

  • Initial Complaint

    Date:08/08/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    *** runs the ******************** at ***************************** in ** (***). On Friday, August 4, 2023, I order a burger and a soda water at the ********************. After waiting 30 minutes and not receiving my order, I asked two different waitresses to check on my order. They came back admitting that they made a mistake and asked me if I wanted to wait for them to fix the food and drink. I asked for a refund since I was going to miss my flight if I waited additional time for them to fill the order. They processed the refund via the *** website and told me that refund would be granted in 2 days time. It is now August 7th and I have yet to receive the refund for $27.83 charged for food and water that was never delivered. I have tried calling the *** number but no-one answered after being on hold for 30 minutes. Attachments include the email order receipt and the refund request email confirmation.

  • Initial Complaint

    Date:11/29/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 ate at ********** with my family. I ordered cheeseburger for one of my daughters and tater tots for the other daughter. The kitchen combined them into one plate and served it to one of my daughters, who thought it came with her meal. When I noticed the mistake I asked the waitress to bring us a separate order for my other daughter. She then reached her hands into my daughters plate and took off the tater tots and took it back to the kitchen. I don't even know if she then reserved them. I was so shocked at this behavior and can't even take it off her tip, because the system makes you tip before you receive your service. Lets several complaints with OTG and have not heard anything.

  • Initial Complaint

    Date:11/28/2022

    Type:Product Issues
    Status:
    Unanswered
    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 ordered a cheesesteak from ****** ************ ** at **************************** (***). When I discovered that other people had been waiting at least 45 minutes to get their food (and still didn't have it), I asked an *** worker to cancel my order. She acted like she didn't want to talk to me and went and talked to another *** employee. At this point three of us were all trying to cancel our orders. The two *** employees talked to each other and acted like they had no idea how to cancel an order. They then took photos of our orders on our phones and said they would cancel the orders later because it was too busy right now. When I got home, I saw that the order was charged to my credit card. I filled out the form on the *** website requesting a refund, but that email was ignored. I sent another email to customer service, and got a response, asking for the same information that I provided in the original form. I still have not received a credit, and my follow up emails to the company have been completely ignored. Here's the rest of the information about this experience:Date: November 6th, 2022, 05:21 PM EST Dollar Amount: $30.39 Order Number: ***************

    Customer Answer

    Date: 12/23/2022

    Better Business Bureau:

    At this time, I have not been contacted by OTG Management regarding complaint ID ********. In addition, I disputed the company's charge to my credit card via the bank's dispute process. That bank contacted the company, and the company has not responded to the bank, ether. 

    Sincerely,

    *************************

  • Initial Complaint

    Date:09/07/2022

    Type:Product Issues
    Status:
    Unanswered
    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 went to Q Texas BBQ we placed numerous orders but had to cancel two when you call OTG they claim they are sending it to upper management. No one returns calls. You submit a refund request no one replies. I need refunded for my orders # *************** and ***************

OTG Management, Inc. is NOT a BBB Accredited Business.

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