Brandon A.
Google
My wife and I have gone to Ranch Sports Grill for date night on Friday nights numerous times. However, a few weeks ago, things went differently than usual.
When I asked for the check at the end of our meal the server pulled out the credit card reading device (it had a screen) and asked for my card. Instinctually I just handed him my card, assuming he was just placing it in the unit and allowing me to review the bill and complete the transaction. Instead he handed me the device already advanced to the tip screen. However, thankfully I noticed at the top of the screen it listed an amount higher than expected for our bill. $46.52 for a hamburger and a nachos appetizer.
I mentioned to him that I didn’t think the amount was right, and he sheepishly explained that there’s a forced gratuity of 18% automatically applied to all bills that night. It seemed apparent he was a little embarrassed that I noticed, especially since he brought me straight to the tip screen, obviously hoping that I would double tip him. I explained that I would be happy to leave a gratuity, but that I did not agree with a gratuity being forced upon me, especially when no notice had been given. He said he would have to go get his supervisor.
When the supervisor arrived I explained that we had been there several times before on Friday evenings, and that there had never been a forced gratuity before. He explained that sometimes they do it, and sometimes they don’t. I explained to him that there was no notice given. He said it was posted at the entrance. I explained to him that we saw no such notice. He left, and walked over to the entrance to look around. When he came back he confirmed that there wasn’t a sign at the entrance, but that there were signs taped up behind the bar. I explained that (obviously) we were not at the bar, and that we were in the dining area. He said that it still counted, that the bill was what it was, and that since they already scanned my card that the bill, along with the forced gratuity, was already paid for anyway. I never agreed to this, nor did I sign for anything. I explained that this was inappropriate, and that I would escalate the issue.
I called the next day to speak with a manager, but I was told she wouldn’t be available until after the weekend. Then I called on Monday, and was told she might be in later in the day. I called again, and apparently she still wasn’t in. I tried the next day, left my contact information, asking for a call back whenever she got it. I never received a call. I called several more times throughout the week, and was never able to reach anyone I could discuss the matter with. Ultimately I had to file a report with Visa to resolve the issue that way.
It’s unfortunate, as we really wanted to support a business in our community. We sincerely want Sports Ranch Grill to succeed, but treating your customers like this isn’t how to do it. The poor service, and shady forced gratuity practice (which I’ve now seen other reviews discussing), has left a bad taste in our mouths. I don’t think we’ll be returning.
