BBB Accredited Business since
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This business is a restaurant.
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A BBB Accredited Business since
BBB has determined that Smashburger meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that lowered the rating for Smashburger include:
- Length of time business has been operating
Factors that raised the rating for Smashburger include:
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Limited Liability Company (LLC) Smashburger is a Franchise business of Franchisor SmashBurger
Business ManagementMs. Amy Kessling, Owner
Service AreaButler & Warren County
Alternate Business NamesSBR-Three, LLC
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Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: Worst customer service!We went to Smashburger, ordered our food and sat down. There was only one open table since the others had not been cleaned. I got up to ask them what oil they cooked the fries in. It turns out they use lard. We promptly cancelled our order which had not been started yet. They said we could not have our money back because it is not their fault we don't want to eat lard. They offered us smasburger coupons but if we don't want to eat their food what use is their coupons to us. Their menus states: *All Smashburger vegetarian items have no meat, poultry, fish or seafood ingredients. Please be aware that due to our kitchen operations, including shared cooking and preparation areas, it is possible for any food item to come into contact with animal products.They do not tell what menu items they consider vegetarian. The employee told me they aren't saying it is vegan only vegetarian.The definition of vegetarian is that there are no animal products dervied from killing an animal.The worse part of this encounter at this restaurant is that they refused to give us a credit on our credit card and we never even received or ate the food. If this place needs our money this badly, then they probably do other cost cutting measures in the back that I don't want to know about. If this place is is so proud of their use of lard, they should say it on the menu.
Desired Settlement: I want a full refund on my credit card, an apology, and for their menu to state that everything is fried in lard. And I want their employees to know that lard is not vegetarian.
07/24/2012 01:06 PM
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved