Pollo Tropical

Today was the final straw for this location! I can't believe that I have resorted to writing about Pollo Tropical... However this place has completely become a HEALTH HAZARD. This location is always busy and I think they need to receive a HUGE wakeup call before they seriously hurt someone. I consider myself a regular, three to five times a week. I have noticed a lot of new faces lately so I guess this is how those on the higher pay grade try to keep their jobs when they receive complaints. That's kind of like a plumber putting a band aide on leaky pipe. This place honestly needs a serious health inspection and some serious training on how to prepare food and handle customers. \r \r Today I saw something that will make me NEVER eat at this location again. I noticed a male customer return to the counter with the food he was just given while I was standing there. The customer asked the employee if he could have a different piece of chicken because his piece was very dry. This piece of chicken was very noticeably tamper with (some skin pulled back and a small piece was easily seen to have been removed). The employee gladly changed this piece of chicken but instead of disposing the old piece she placed it on top of the rack where the fresh chicken off the grill is waiting to be served. And yes I did actually see with my own eyes that the chicken he returned was tampered with. I was so shocked and couldn't take my eyes off of the rest of the chicken because my order was being prepared right after this. I didn't know what to say and the pieces of chicken I received didn't touch the tamper piece. \r \r Why didn't I complain or ask for a manager to make them aware of what I observed??? I'll tell you because I made my complaint to a male manager a few months ago in person on more than one occasion, who I no longer see working there, after my chicken was pink just about every time I ordered. This manager just looked at me and the chicken and said, "what do you want me to do" with an attitude and angry facial expressions. Well if that's how the manager acts and if I have to actually tell him to give me a new piece of chicken or ask for a refund then shouldn't I be wearing that name tag? \r \r After a few weeks I gave this restaurant another chance and noticed that male manager was no longer there. However the unprofessionalism from the drive thru employees still seemed to be occurring. Why should I hear the employee laughing the whole time I'm trying to order and then because she didn't pay attention I had to repeat myself upon her request. This seems to occur often and as a result my orders would be completely wrong or I would be missing items. If I order ten orders togo at once I expect mistakes, but if I order one simple order with one or two sides and a drink why shouldn't that be right? After all of this I finally decided to call the number printed on my receipt and asked to speak with a manager. I was asked why and when I said I have a complaint the employee placed me on hold and I was waiting on my speaker phone for approximately 38 minutes. Why did I wait that long before I hung? Because it just continues to prove how dysfunctional this location truly is. I don't think they will wait 38 minutes to collect and count my money. So should it really be my responsibility to contact the CEO of Pollo Tropical and ask them why they can't get it together? \r \r This is a bad economy and everyone is cautious these days with spending money. Wouldn't it be intelligent to make sure your business is running well so you might be able to keep your doors open aside from unnecessary law suits?\r \r If any district or regional managers are reading this, I think you guys might want to monitor your cameras, spend some serious time on site and higher a completely new management staff. If the leadership doesn't care about what's going on then why would the troops??? Maybe the managers on staff at this location are also following poor leadership from the district and regional managers. \r \r Whatever the case may be, you can bet there will be several major lawsuits in the future if they don't already have some pending from spreading bacteria and diseases which may occur as a result of reissuing food that has been returned and tampered with or constant under cooked chicken. I have been a customer of this location for years and this place has really fallen apart over the last year and seems to have also become a MAJOR HEALTH HAZARD. Please eat at your discretion as the staff/management truly do not have your health in mind. \r \r This message is for customer awareness and not intended to belittle or bash this location or employees because they "messed up a few orders". I apologize to the few employees that might be currently working here that actually do their job correctly. more

Im a regular i come every week ,i cant cook so i eat out a few times a day & i keep going to this pollo because its close and when they actually cook the food all the way or dont overcook it ....its worth waiting for the new manager to clean up what the old one caused.Other then that this place has the worst service ever .they really just dont care. if you bring pink chicken inside you got from the drive thru the manager(Previous) will look at you & ask what do you want him to do about it.ummmm refund me! they told me once to call the 1800 number and i could get a free meal..ummmmm no i just payed outside so give me my refund inside as my stomach was churning from how pink the chicken was...and the saddest part when i went inside before i said anything the previous manager was the one grilling the chickens :/\r thats probally why they got this new lady.shes on point! never messes up.cant understand one word shes saying when she works drive thru but i hope she cleans house right. the staff they kept that took orders from the previous management is still clearly disapointed. i got home an noticed they messed up my order on top of the drive thru girl that was giggling on the intercom which i had to repeat my order 3 times for while she was still giggling with another staff member an that couldve been the cause for her not giving me my fries sauces that i demanded and napkins etc...when i called to complain her services to the manager they hung up on me. the only staff member that always was on point at the drive thru is no longer there since new manager came in an im very upset about that an hope they did not fire her because if they did and kept the retards this pollo will soon fail as a business. since they put new people at the drive thru my order is messed up 9 out of ten times i go,and the tap never gets replaced because twice in a month i got water soda :/\r they need to teach these people how to grill or something seriously either the chicken is too pink or too dry.and the fries are burnt(wich i actually love when they make that mistake)but then other days the fries are soggy like mush,if they even put them in your bag that day.\r they also need to interview & hire people that \r -check to make sure pink chicken doesnt leave the grill\r -if someone ask for sauce put it in the bag\r -if someone complain atleast pretend you care\r -dont hang up on patrons\r -have commen sense\r \r The pollo by the sawgrass is 5stars compared.im going to leave an amazing review for that pollo tropical.maybe this company should find out why this one location is making a serious impact on the fast food industry because ive never in my life been so turned off by such poor service more

Old lamp chicken that been there since yesterday, More rice than meat with the tropi chops. Along with old pruned looking plantains. Every other Polo I go to the food is fresh and delightful. these ppl are just lazy. more

I had the1/2 chicken dinner with split pea soup. Whitemeat was dry- the wing was crispy, like it was fried and forgotten about. Great TV commercial, but eating experience was Baaad! They mopped the floor with a Clorox mixture that would ruin a pig's appetite. The Yucca had little flavor. The best thing in restaurant was the garlic Ranch dressing- Too bad nothing was worth putting it on. more

Decent food good sides they are probably the best. Not as good as pollo loco more