Find a reputable business?

Complaints and Resolutions

El Pollo Loco HQ complaints

Read Complaints File Complaint View Full Report

3535 Harbor Blvd., Suite 100
Costa Mesa, CA 92626 | Get Directions

(714) 599-5000

http://www.elpolloloco.com

For business hours and location visit http://www.elpolloloco.com/

File a complaint in less than 5 minutes!

Our complaint services are free and our team of expert mediators will assist in resolving complaints with businesses.

File Complaint

Total Amount in Dispute:
$26.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the business has not responded to customer complaints brought to its attention.

Complaint Closing Statistics

2 complaints against El Pollo Loco HQ closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
2	Unanswered

2 complaints against El Pollo Loco HQ

Sort by

9/17/2025

RESPONSE: Complaint was not answered Amount in Dispute: Amount Settled: $0.00

Customer Complaint

8/22/2025

I went into the restaurant to order and use the restroom, but they didn't carry what I ordered. He stated I have to be a paying customer, I told him I was, I wanted to use the restroom first and then I was going to order. They refused to let me use the restroom. Resolution Sought To treat customers fairly

10/19/2023

RESPONSE: Complaint was not answered Amount in Dispute: $26.00 Amount Settled: $0.00

Customer Complaint

9/25/2023

I placed an order online to El Polo Loco on Greenback Lane in Citrus Heights, CA. When I got it home the chicken was black inside and out. It was inedible. I took it back for a $26.00 refund and the manager said I had to contact the company I ordered it from on-line. I have pictures I can send you if you can give me your email address. Resolution Sought Refund my money to my Visa or by sending me a check.

First Name:

Last Name:

Email Address:

Password:

Are you: Male Female

Profile