Culver’s — Restaurant in Scio Township

Dear Mike (store manager),

I'm not sure what has happened in the past year since I've moved and stopped frequenting your location, but I stopped by tonight and was very disappointed. It was dinner and the store was busy as expected, I waited a while before I was at the counter where CJ took my order. I gave him my order 3 different times, I ordered 2 identical value baskets, the only different was one was with a malt rather than a soda, BOTH had cheese curds with ranch, he repeated it back, twice. When the food came, everything was correct except we were given one fry and one cheese curd. The employee and I both noticed right away that the cashier had rang it in wrong, despite me saying it 3 times and him repeating it back to me correctly, even saying "2 cheese curds, both with ranch"....when I asked for the other cheese curd the employee, who's name I didnt catch but he had a lot of long, curly hair, very poorly tucked under his hat, took the entire tray of food away and said he'd be right back. 2-3 minutes later, (while our food was just hanging out on the tray) the manager, Kyle came over with the food and informed me that if I wanted to get cheese curd, I would have to come back to the counter, (while my son eats and my burger gets colder) to pay the $1.59 difference. I tried to explain to him that CJ the cashier had even repeated back the way I ordered it but he did not care. His attitude was very standoffish, he could careless, zero empathy, he didnt even apologize for the error - just maintained his stance that I would need to pay the difference. At first I said just forget it we'll keep the fries. But then I approached the counter thinking I would just pay the difference because I was really looking forward to coming here and the cheese curds are the best part, but his attitude again was so off putting that I just said forget it. I asked for one of the comment cards that I used to see here and used to use to rave about your good service but Kyle told me you no longer have them or were out. I told him Google was a much better forum any how and only then did he seem like he maybe wanted to try to make it right but it was too late. Im not out looking for hand outs but I firmly believe when a company makes an error, they should be willing eat the 1.59 and correct it to appease the customer. CJ actually gave me an extra drink cup (because even though I gave him my order 3 times and he repeated it back twice he still forgot that we were getting one malt and only needed one pop cup) that I handed back to him, explaining we only needed one, and he joked about how he was trying to hook us up with an extra drink... I'd guess a medium drink is right around 1.59 lol. My former 5 star rating is now a 2 and I will not be returning to...

Very high-quality fast food. Consistent quality throughout multiple visits to multiple locations. They very rarely mess up an order. There can sometimes be quite the line, but service is fast.

They deliver your food to your table, which is really convenient and stops the register area from getting clogged with people waiting for their food. They were drive-through only throughout the pandemic, and while I would've liked the opportunity to dine in, I appreciate that they were consistent.

This location, at least, also appears to have used that long time off to re-decorate their dining room, and while that was by no means necessary, it is certainly appreciated, especially since the construction was done at a time that allowed them to avoid disrupting the dining experience.

This particular location is a bit out of the way for Ann Arbor or Dexter residents to drive to regularly, but it's near an exit on I-94 that makes it an ideal pit stop to and from trips to the lakeshore.

The slightly more rural location also puts the restaurant far enough away from the road to feel peaceful, and there are some kind of photogenic trees between it and the Lowe's behind it. The overall effect, particularly when eating in the parking lot, is somewhat secluded, and it can be a good place to enjoy a sunset...

Updated rating, just called and got through finally. Went through the drive thru, waited over 5 minutes for 3 mixers and a shake, received the wrong size for the 3rd time in a row. Tried to call and complain for the 3rd time and it went to a fax machine. The last time I called I was supposed to receive coupons in the mail for the shakes they made incorrectly.

I was told, by the manager, that they intentionally put their phones to the fax machine until they're done with their busy times, and don't answer the phone. I was also told that everyone receives a receipt when they get their order but I did not and explained I didn't get one with our order. She offered to send a coupon, I inquired about putting my name on a list instead and she said they don't do that so I'm sure I won't receive the coupon because we haven't received any - ever...

As I said in the previous post, over time, this Culver's has really gone downhill. The service had gone down, the drive thru is very impersonal and inefficient, the food is the same Culver's as every other Culver's, but I'd rather go to Wendy's for better service for the burgers and into Dexter for the desserts. I'm baffled they put their phones to go to a fax so they don't answer it at all! If I'm not mistaken this is still a customer...