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Business Profile

Restaurants

Hot Head Burritos

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Restaurants.

Complaints

This profile includes complaints for Hot Head Burritos's headquarters and its corporate-owned locations. To view all corporate locations, see

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Hot Head Burritos has 16 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 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:08/24/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Moraine Ohio location. Order never showed up. Called store. Couldn't understand the call taker. Hung up, called back. Asked for management. Refused to allow me.to talk to anyone in management. Received a call supposedly from the owner. ****. Still waiting on my refund.

      Business Response

      Date: 08/24/2023

      My sincere apologies.  We received a telephone message from Mr. ****** regarding an order he placed to be delivered.  Ever since our business opened, we have never had a delivery service.  According to our POS, he placed his order for pick up via our online ordering system.  He stated in his telephone message that the order never showed and he called the location.  One of the employee's let him know that it was an online order for pick up.  When we received his telephone message, we immediately forwarded it to the Owner of the location he made the purchase with and they assured us that a credit was issued to his account.  Depending on who Mr. ****** banks with, it could take up to 7 business days to process the credit, unfortunately we do not have that information, and he will need to contact his bank for their processing policies.  Thank you.

    • Initial Complaint

      Date:07/20/2023

      Type:Product Issues
      Status:
      Answered
      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.
      My husband was in the process of placing an online order. When he went to submit said order, the app glitched, but not before taking our money. My husband went to the store and the manager was so kind in assisting, but they never found our order and so we have no way to prove our order except on our bank statement. My husband and I have BOTH called corporate to talk to someone but the best response we have gotten is, “please put your response in an email.” I have since claimed a fraudulent charge with our bank and are letting them settle it. I am unbelievably upset by the lack of corporate’s response. At this point, Hot Head has stolen our money.

      Business Response

      Date: 07/31/2023

      We sent an email, 11 days ago, to the customer letting them know that the owner of the location they placed their order with did mail the customer a check for the full amount of their order.  The check was mailed to the address we were given.  We never received a reply back.  I have copied the email that we sent below...

      ******** ***** <********.*****@*******************> Thu, Jul 20, 2:30?PM (11 days ago)

      Hello Mr. ********, 

      My sincerest apologies for any confusion this may have caused.  We just received a complaint from Mrs. ******** via the Better Business Bureau, but did not want to send you this information via the BBB due to it containing some personal information, and they prefer we not send personal information.  

      We are still looking into what happened to your order and why you were charged, our IT department is working with the POS company to resolve this issue.  I forwarded all your information to the Owner of our ******** location and thought this was resolved until we just received notice from the BBB.  Our ******** location is a franchise owned location and the Owner was not able to locate your order in the system, therefore he mailed a check to the address given at **** ************** **** *., ********, ** *****, in the amount of $33.05, check #**** on July 11th to make sure you received your money back.  You should receive the check by Saturday, if not please let us know.  

      Thank you for your patience and understanding while we get this resolved, 

       

    Hot Head Burritos is NOT a BBB Accredited Business.

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