On January 2, mom Becky Burch slammed the popular fast food restaurant, Taco Bell, on Facebook.

According to Burch, her 25-year-old son Brandon is deaf and needed to use his phone to aid him in completing his order at a local Taco Bell.

Posted by Becky Rosemont Burch on Tuesday, June 4, 2013

However, as the video Burch shared on Facebook shows, the employees working the drive-thru window that night refused to fulfill Brandon’s order in that way.

Burch wrote on Facebook:

This is my Deaf son getting discriminated against in the Taco Bell drive thru on Dorothy Ln in Kettering. He was trying to show them his order and they told him it was against company policy to take his order that way. Really?? Pretty sure the ADA would say otherwise. Uneducated people.

As you can see in the video below, one of the Taco Bell employees opened the window only to give Brandon a sheet of paper, before telling him that “it’s against company policy, I can’t do it,” and slamming the window closed again.

This is my Deaf son getting discriminated against in the Taco Bell drive thru on Dorothy Ln in Kettering. He was trying to show them his order and they told him it was against company policy to take his order that way. Really?? Pretty sure the ADA would say otherwise. Uneducated people.

Posted by Becky Rosemont Burch on Wednesday, January 2, 2019

The employee also threatened to call the police on them if they didn’t leave.

The video, which has been viewed more than 697,000 times, has angered a slew of individuals.

Many commented on Becky’s video calling the actions of the employees “unacceptable”:

This makes me sick

This totally unacceptable

Wow. That’s ridiculous!!! It’s against company policy? That has to be the biggest joke ever!

Everyone that mocked or disrespected this young man should be fired

Screw them! I have worked fast food and if you need to, you take the order this way!

Learn sign language…… that simple secondly this is discrimination. I am deaf if I were treated that way I’d blow up like a crazy b*tch and tell you call the cops.

Sad people are so rude

According to Fox 19, there is a sign at the Taco Bell where Brandon and his girlfriend, who is also deaf, were attempting to order that tells those who are hearing impaired to “pull up to the next window for assistance.”

Brandon said:

“And those people were making fun of me and mocking me.”

Taco Bell has since fired the employee in the video and promised to train the others who mocked him:

“Taco Bell has a fundamental policy to respect all of our customers and employees, and we are committed to maintaining an environment free of discrimination or harassment. The franchise owner and operator of this location has investigated this situation and the team member no longer works for their organization. All team members at this restaurant are being retrained by the franchise owner on their policies.”

Becky says her main drive to post the video was to educate others because she sees her son as “a person just like anyone else. He just communicates differently.”

Leave a comment

41 Replies to “Mom Posts Video to Facebook Showing Taco Bell Employees Mocking a Refusing to Serve Deaf Son”

  • Kathy 2 years ago

    To Brandon and his girlfriend, I’m so sorry this happened to you!! To the mother of Brandon, job well done! Looks like you raised a great kid!! To the the Taco Bell franchise owner THANK YOU for firing this employee!! And to the “former employee” ……YOUR FIRED!
    I personally think that any business that deals directly with customers should have at least one employee working at all times who can sign!
    This has made my desire to learn sign language even stronger.

    • Eyeball 2 years ago

      For these “employees’ to think(?) that they OWN this business is preposterous! WHAT’S the big deal for READING the man’s ORDER? Why do people act this way? Got to be IN CONTROL, I guess. Idiots.

  • David 2 years ago

    There was no real need for someone to have to be able to sign. This young man had TYPED his order onto his phone and was attempting to SHOW it to the employee. The only explanation was everyone working that night was illiterate and does not know how to read even simple sentences!

  • Ronda 2 years ago

    would be better to have a electronic pad with pics so those who don’t hear or speak can punch the order in on fast food windows. We have electronics for everything in this world, or an e-mail address listed to send the order though and all the person with the ADA can just drive up to pick it up.

  • Anonymous 2 years ago

    What a douchebag. That ex Taco Bell employee better hope he never becomes disabled. Life can be a bitch when the tables are turned. And seriously, does Taco Bell need need to train their employees on how to treat another person like a human being? That responsibility shouldn’t be on Taco Bell. Any decent human would’ve worked with the guy to get his order, without any special training.

  • R-U-KIDDING-ME 2 years ago

    All Taco Bell employees are very stupid because they do not know how to sign.

    • Anonymous 2 years ago

      Not really. Signing is very complicated. It would be impossible to find a whole staff that could sign.

      • Anonymous 2 years ago

        Also Taco Bell would have to pay them more if they knew sign language, just like any other company that requires a special skill.

  • Melanie 2 years ago

    I would sue Taco Bell for not properly training their employees and not having something set up for the deaf or mute to order and where was the manager? Why did the manager allow this to happen? I am sorry Brandon for you having to endure what you did and I am sorry for your mother who I am sure her heart breaks each and every time this happens. Doesn’t matter how old our children are when they are hurt we hurt as parents. You can be uneducated, but still have compassion. Where was theirs?

  • MK 2 years ago

    So disturbing to read and see this! Shameful. By the time it took for them to deny this couple their meal, they would have received it and left! Taco Bell was right in firing the employee and definitely needs to teach others how to help and behave appropriately assisting others in different scenarios. It was disgusting to see those who were mocking this gentleman. How very sad and disrespectful. They don’t have a clue how hurtful and demeaning this is. No kindness nor compassion was shown to this couple. Taco Bell needs to stand up and treat this couple as a way to express their outrage as to what happened to them when trying to order a meal. I wish this couple the very best going forward. They were patient and acted like adults despite the way they were treated.

  • Andrea Brooks 2 years ago

    well done mother.. Brandon you were tough, despite them treating you rudely. I am happy to read that the employee was fired and those others will be trained to better help customers.

  • Robin Burrell 2 years ago

    Very sad the maturity level of the employees was that sorry n childish. My son is a slow learner n people have bullied him for being slow n a lol different also, but awareness was raised at his school to stop the bullying. Some people in society just don’t resprect people with disabilities they are people with feelings to that should be recognized n treated with the same respect they want!

  • Richard 2 years ago

    Some people have no human decency. Honestly the only thing I think the mother did wrong was by not suing the restraunt and when she won she could buy the piece of crap restaurant and then close it done permanently so they would all lose their jobs.

  • Ka 2 years ago

    Sad thing is I fired this dumb son of a bitch from my business three weeks before for being unprofessional on the phone

  • Kathryn McKinney 2 years ago

    How hard could it have been to assist this couple? That is just outrageous.

  • BARBARA 2 years ago

    Maybe the Taco Bell employee can’t read 🙂
    Seriously though – I hope the people in that town will boycott Taco Bell. Very disturbing. That guy should never work in a customer service position ever again. He is obviously too stupid and rude!

  • JEAN f CRAIG 2 years ago


  • BARBARA 2 years ago

    What an ignorant person. He is obviously too stupid for that job. I hope no one will hire him!

  • Lin 2 years ago

    You hire untrained IDIOTS this is what you get !

    It’s just so sad that any paying customers have to put up with it.

    l’m glad to hear that they were fired and hopefully a lawsuit is pending.
    And hope that they learned something from this.

    No one should have to deal with this kind of discrimination

  • Kevin H 2 years ago

    This is awful and uncalled for . I am older with deaf hearing loss in one ear and 70 % in my other ear. Earing aid in one ear only. Even with that I can’t hear much. I feel for Brandon . It’s very frustrating at times to express yourself when your in this condition . I usually tell people who I’m talking to that I’m deaf . Most have been accepting . Taco Bell employees need to educate them selves and fast. In 2019
    No one should go thru this

  • Anonymous 2 years ago

    You know there are two sides to EVERY story! THE SON KNEW AHEAD OF TIME THERE MAY BE A PROBLEM Instead of addressing it ,like go in side NO he wanted to be like anybody else and he is not ,so do his part !! I have problems,but I take steps to work with others

    • Anonymous 2 years ago

      He probably didn’t want to make a scene inside the restaurant being handicap and deaf . Most people in that situation don’t want to. Plus why should he? It’s the employees who refused to service him and act like goof balls.

    • Harmony Paticoff 2 years ago

      How did Brandon know there might be a problem ahead of time? Did I miss that in the story? Why shouldn’t he be able to use the drive-thru? Especially if there was a sign that said, “Pull up to the next window” for those that are hearing-impaired. He typed his order on his phone. There is no reason for the ex-employee not to have fulfilled the order except ignorance or just plain rudeness.

    • Anonymous 2 years ago

      Don’t victimize the victim!

  • Diana camacho 2 years ago


  • MariaRose 2 years ago

    Since this was a franchise Taco Bell, blame the management for the type of employee hired at that location. That was definitely not a good customer service transaction. The only thing accomplished here is that owner may invest in a technology program for order taking eliminating the need for that specific job.

  • Carol Christopherson 2 years ago

    im a late deafened disabled veteran who happens to be the president and founder of florida service dogs inc this behavior happens all the time in america!!

    if i speak then it turns to oh wow your lying !

    try getting stopped by a cop!

    people are sooo ignorant and assinine!

    people refuse to serve me at the window telling me to drive back around to the order board!

    i speak read lips and use a hearing dog and use sign language as well

    try using the relay service to call the va they refuse to talk to you unless you call in the federal relay service line yet no one answers that line!

  • Anonymous 2 years ago

    Shocking and I need to ask the owner why he’s having to “re-train” employees?? Osn’t this done for all diadvantaged person in employee orientation training?? Shame on Taco Bell Corporate! This should be a company wide part of EVERY indoctrination.
    It also is not just hearing impaired that’s involved.
    What if this young couple had speech impediments or other disabilities.
    It is WAY past time companies need to enact policies to accommodate ALL!
    Lois Mitchell

  • Anonymous 2 years ago

    I saw more than one employee no responding. What will happen to those insensitive employees?

  • Lee 2 years ago

    So some of the race that screams racism and feel as though they’re born into a society that mistreats and judges them as less than capable is judging and mistreating those with born disabilities.

  • Anonymous 2 years ago

    I am so glad they fired the employees that would not take your sons order . He is very much a person ! Just like anyone. I am glad justice was done ! I don’t care what handicap you have ! U should be treated like every other person! But be treated fairly like you have no handicap at all. All handicapped people are no different than anybody with no handicap. We are all the same and should be treated as such ! Well I am glad at the end . Everything work out . Oh by the way did ur son & his girlfriend got there food ? ( for the way they were treated they shouldn’t have to pay for their food) . Because they were treated very badly !! ??

  • Ginger 2 years ago

    Taco Bell really needs to work on their training program. There was a previous incident at another Taco Bell in South Florida where a customer was attempting to get served at the drive thru window, and was refused service because the customer was speaking English, and the Taco Bell employee told her that she would have to speak Spanish. Ridiculous. Fortunately, the employee was fired, much like this employee. However, with 2 similar stories about Taco Bell’s poor customer service hitting the internet, someone at Taco Bell needs to address this problem.

    • Anonymous 2 years ago

      I am aware of that incident as well. This is America and although we are a melting pot of all nationalities and languages, English is our language that we speak. Learn it.

  • Anonymous 2 years ago

    Who took the video? Could they speak? Why didn’t they just order for him? I don’t condone what Taco Bell did, use some common sense and get on with life.Everyone these days seem to be looking for something to stir up a stink over, or get paid off.

  • Anonymous 2 years ago

    Did your son wait for the police to arrive as it appears the taco Bell employee was talking to the police on the phone. I hope they did wait and the police should have berated the employees for their actions and for calling the police for nothing! The police should have written a report re the matter that would have gone to the store owner as a warning! Both the black employee and the white employee wearing the earphones (who was responsible to take orders) should have been fired, not just one of them, as they both treated her son rudely and inappropriately! It is hard to believe this could happen in this day and age!!!

  • sandra pounds 2 years ago

    sirrebel2u@aol.com, are you saying he can’t use the drive through because the staff would find it easier? are you saying because he wanted to be like everyone else it caused a problem… You sir are part of the problem.

  • Kathy 2 years ago

    I am a deaf person with a cochlear implant. This royally pisses me off. Would they have refused if it was written on a piece of paper too?? I don’t care how they give it— it is still an order! IMO, the one that refused the order AND the ones mocking him should’ve been fired. If taco bell really feels like they said in their statement, then their employees would have been trained to reflect that. How, in this day, can people not know about and follow ADA? You can bet if it was a member of their family being mocked, it would been different. I am so sorry they had to deal with idiots. And kudos to mom for sharing!!

  • Debbie 2 years ago

    All those employees at the window should have been fired!

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