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Business Profile

Restaurants

Souls Grill

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/04/2024

    Type:Facilities Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    9/03/2024 Went to souls grill on **********************. Va. Spent $20.00 (steak and cheese) on food before seeing the lady that fixed my food proceed to kill a ***** with her bare hand. I said maam thats a ***** she said no its a bug from the lights, from there I said that is a ***** I know what a ***** looks like and my bread is cold to the touch advertisement shows grilled bread , but when received bread was not toasted and meat looked pale informed I was uncomfortable eating food from here not knowing what else she may have done while fixing my food since I watched her kill a ***** with her bare hand. I then requested a refund when doing so I was called a monkey , told I wasnt able to get a refund not her problem. After requesting a refund for unsanitary purposes she proceeded to push me out the door being 6 months pregnant. Called me more names. She proceeded to record me while telling her youre mad with me because I want a refund due to you having roaches and killing them with the same hands you fixed my food with. I left and was never given a refund and felt dirty knowing she could be making people sick with unsanitary habits. Was never given a receipt and paid by debit card.

    Business Response

    Date: 09/25/2024

    She came in and ordered two egg rolls and a steak and cheese. She paid for it and took it out to the car. She came back in and said, "I don't think I can eat this, I'm pregnant." As she came back in, a bug was flying around the light. I moved the light to try to get the bug away. She accused me of killing roaches. She told me she needed a refund because I was killing roaches and had roaches in my store. I told her I wasn't killing anything and didn't have roaches, I was just trying to get the bug that was flying around away. She kept saying "you have roaches, you have roaches." I had to tell her to get out of my store. 

    I called the consumer after I got the BBB complaint. I told her I didn't have a problem giving her a refund just to resolve the issue even though she ate one of the egg rolls and some of the sandwich. She said I was only mad because I had roaches. I do not have roaches. I was trying to give her the refund but she just kept yelling.

Souls Grill is NOT a BBB Accredited Business.

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