Restaurant chain may rethink controversial 20% service charge in some venues after customer pushback

Ford’s Garage is reviewing whether to continue a mandatory 20% service charge at five Florida restaurants after some customers objected. Company president Billy Downs said the chain may encourage a change, while noting that no decision has been made; the debate matters as restaurants weigh employee pay against diners’ concerns about compulsory fees.

The trial was introduced by franchisee 23 Restaurant Services as an alternative to traditional tipping. Servers and bartenders earn sales-based commissions, and the model is intended to improve pay for kitchen and support staff; additional tips remain optional. The franchisee says participating staff earn higher average hourly pay and most restaurants have seen year-on-year growth, while the Plantation location also applies a separate 1% shopping-centre entertainment fee.