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Original Comment Yesterday 4/11/15 at 6:01pm my husband, my son and I stopped at BK for dinner, This has been the first visit since our last incident. total meal cost $23.64 If you should choose to refund me or give me a credit for my meal that was wrong and the horrible customer service and experience, I want to be able to use it at another BK in Clermont.<br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> We pulled in the drive thru and there were no cars in front of us. only 3 cars by the lobby. It was 6:03 when I started to record our experience once again, this is incident #3. Please view video attached. let me explain:<br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> We pulled up waited 3 minutes, no one acknowledged us, ( no please wait I will be right with you, No one moment please) 15 minutes went by no one in front of us 1 car behind us we all are blowing the horns to get attention. Nothing. so Finally at 6:16 the guy came on and said can I take you order? ( no apology for the wait) Joe (husband said) we been here 16 minutes and no one answered us or acknowledged us. The guy then said I'm sorry my headset was off, he didn't know we were there. we gave our order. pulled up to window, My husband asked his name he said Raul and was asked if he was the manager he said yes. Joe explained that we always have trouble when we come here, Raul said that he was counting money, Raul showed no sign of understanding as you can see all he could do was just smirk and smile and slam the window shut to take the next order, no compassion for anything, We get our order Raul never apologized again and never showed any remorse, they screw up the order we asked for ketchup only and I got mustard and pickle and NO Ketchup. Joe got out went back to the window cause they messed it up which may have been on purpose cause we were upset about the customer service which there was none of. The girl said we will bring it to you, we said no we will wait here as im not going to wait somewhere else while everyone else is getting their orders, we waited long enough. cars were getting by and we moved to avoid getting hit. My husband told Raul that we were recording this experience and we were sending it to you, he said&quot; all come on man Stuff Happens&quot; laughing while saying it. Didnt care that he was being recorded. He said to move out of the line, manager continued to laugh and was laughing with the other employees while we were waiting for our order, the other 2 employees that were working there all turned al looked at us and laughed. Joe said your a manager and your laughing at me really! The manager said laughing &quot; These girls in here are going to call the police&quot; Joe said please do. . So we pulled around to the lobby door. We waited a few. I Brandy the Wife went in to get my order and it was sitting in a bag on top of the counter where the lobby sandwich orders go to be served. They never had any intensions of bringing my order to us. I cant imagine how long we would have waited out there for it. I went in and one of the girl employees grabbed my bag of the shelf and handed to me laughing and said &quot;hope you have a good day&quot; and I walked away and didn't say thank you as What Would I thank Them for, My experience was unprofessional and they had no understanding or compassion for our displeasure with the service and attitude, they all thought it was funny, The Manager looked like he just woke up. Raul didn't offer a discount off our meal or any sort of refund for the inconvenience which he took blame. I thought &quot; If you were counting money you would have heard the 2 cars in line blowing the horn and not to mention the 3rd car that pulled in and pulled back out cause they didn't want to wait any longer as well. We got home and I opened my burgers that had the mustard and pickle on it, when we complained about the order, I got my burgers and they wiped off the mustard and took off the pickle and put ketchup on it, I could taste the pickle juice and the mustard that how I noticed that , that's all they did was wipe off the mustard and took the pickle off. I work in food service and I know cross contamination as they should too, they don't know if I had a food allergy and allergic to mustard or pickles or if I eat it cause it makes me sick or cause health issues, NO COMPASSION ,Very bad customer service. That whole crew needs to reprimanded for lack of customer service and the manager who is to lead by example needs to be demoted and I deserve to know the action taken against this crew for their unprofessionalism. They are giving your BK store in Groveland a Bad Review. We said last time we were never going back there. it has been a while since we did, we thought maybe they corrected the problems, I guess we were wrong as this was the WORST experience yet. I know its not your fault, but you don't know what goes on unless we tell you.<br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> This BK is convenient for our family and others in the community that live nearby. a quick fast food meal. is all we want. We were hesitant to eat our meal when we got home but we did, you here stories all the time when people complain about service or food it gets a little something extra put on it.<br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> Please keep me informed, I believe in this case that we have the right to know what your actions towards that whole crew will be. They thought everything was funny and didn't have any concern of what they put us through. There are a lot of American People out there that would love to have a job and not take it for granted and appreciate there customers and would do anything to keep the customer happy. The crew you have, have no customer service skills especially the guy Raul who calls himself a MANAGER.<br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> Attached is the youtube link of the video &amp; Pictures that shows the time and how long we waited through the whole bad experience, up until when I went in to get the order we were waiting for, which they said they would bring us outside. You can also review your cameras in your drive thru and lobby for evidence as well. please watch and listen to the whole experience.. not bits and pieces . I will remove this video once this issue is resolved in all aspects.

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