Red Robin

I had an incident on 5/6/2o21 regarding the Red Robin on Mayo Blvd in Scottsdale, AZ. My son, who has a life-threatening allergy, was rushed to the hospital after eating his meal.

When I placed the order I requested to speak to the manager on duty and was directed to Sylvia. I told her that he has severe allergies to milk and eggs and that he wanted to order a completely plain burger with absolutely nothing on it. I told her that I always speak to the manager to ensure that it's handled properly.

When the food arrived it had lettuce, pickles and tomatoes on it so I called Sylvia to talk about it. She told me it was still fine. He removed the veggies, ate part of his burger and saw a tiny speck of orange which may have been cheese but I am not sure, but he was in the hospital after having an itchy throat and vomiting within a few minutes having an allergic reaction.

At the hospital I called Sylvia and she did not apologize and simply said that she told the gal handling the packaging of the food about the allergies. When I inquired as to why she didn't oversee this she was silent. When I told her he was in the hospital she was silent. She did say I could call the GM the following morning.

I called the General Manager, Alex, on 5/7/21 to tell him about the situation. He apologized and offered me a gift card and assured her that this would be handled at a corporate level. I told him that Sylvia never even apologized and that she would never be able to eat there again and thank you for the gesture but her son was too scared to eat there again. I did say that she would like Red Robin to pay for the $400 hospital charges leftover after insurance. They spoke at least every three weeks since the incident and since 7/1/2021 the only he will say to the mother is "It is out of my hands, once it is at corporate there is nothing I can do to help." She most recently spoke to Alex on 8/11/2021.

I was contacted once by the corporate Risk Management Coordinator, Rhonda on 5/26 who apologized for the incident and assured the mother it would be taken care of. She then sent me an email with her contact information. I reached out on 6/4 and 6/7. She wrote back on 6/7 saying that I could send the hospital bill that she could forward to the adjusters. I sent it over. She has not responded to voicemails or emails since June 8th, 2021. I tried contacting the PR department at corporate headquarters and for the last 3 months it went to a full voicemail box. I filed an incident report independent of Alex and Rhonda's efforts at the corporate office since I had not heard back ([protected]) and followed up about every 3 weeks and each time was greeted by someone at the call center saying the insurance adjuster will call me and that they will escalate the call. I have not heard back from anyone regarding this matter.

Can someone please contact me about this situation. At this point after being ignored since the first week of June I am wondering if I need to send a press release and get representation because I don't understand how at the very minimum I can't get a response and/or an apology and get through this with some kind of resolution.