Complaint Review: TACO BUENO

Good morning Mr. Bulkley,

My name is George Hardwick and we spoke over 2 weeks ago in regards to a broken tooth I incurred while eating at restaurant #3021. When we spoke you apologized for the lack of service we received on how store personnel  handled or rather lack of handling my complaint and told me I would be taken care of. Your Insurance company Zurich denied my claim because I had swallowed the so called evidence, then insinuated I was a liar. The fact that the adjuster didn’t call the only witness my wife because she was not an independent witness is ridiculous. The store was virtually empty on a Sunday afternoon. Management had no clue what to do and gave me a number to call on Monday. We told them we need a talk to somebody now before we leave and after an hour a store manager called me on my cell while I was still at the store. In the meantime I asked store personnel if I should keep the remainder of my food and was told no. My wife can verify all of this. You told me this past Friday that you would have a look at this file and so far no response from you or the ins company. So it appears Taco Bueno doesn’t care about its customers. I really thought that Taco Bueno would be a stand up quality company that cared about customers. I know I am just a small fish in the ocean but I have many friends and know many people due to the business I am in and everybody will know the exactly what took place and the resolution. This will include all forms of social media and official filings with specific agencies. I will get my  tooth repaired and it will cost Taco Bueno much more than $702.00. I spend more than that at Taco Bueno in a year not counting the negative publicity I will be forced to give.

Respectfully,

I informed you when we first spoke on Monday August 28^th we would be reporting the claim to our insurance carrier.   When we spoke on Friday Sept 8^th, I did confirm I would request that the Sr Adjuster research the file and investigate the claim from a senior viewpoint.  As I explained, Taco Bueno does not handle liability claims directly and we have hired Zurich as our insurance carrier to investigate and determine liability matters.   Over the phone, I did attempt to explain the process and how the claim process would work with the submission based upon the information that you supplied.  Our insurance carrier Zurich determines liability with each individual claim based upon the facts of each case.

If you would like to talk to the adjuster’s manager that contact is Chris McDonald who can be reached at 214-866-1227 or chris.mcdonald@zurichna.com.  Your claim number is 9720138267.

Leldon Bulkley

Director of Risk Management & Safety

Taco Bueno Restaurants, L.P.

300 East John Carpenter Freeway,

Suite 800, Irving, TX 75062

Office 972.919.4938

Cell 817.247.9303

Fax 972.919.4811

I reviewed your claim with the handling adjuster and agreed with the denial.

Chris McDonald,  SCLA
Liability Team Manager
Zurich American Insurance Co.

Liability Claims-South Central Region
Phone (214) 866-1227
PO Box 968072
Schaumburg,  Illinois 60196
Fax number is 866-689-8972