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One big problem is a lot of managers aren't qualified to be managers. The are nothing more that overpaid cashiers. Customer service to these companies doesn't mean much anymore in the corp. world. Her problem wasn't so much that she called 911. That happens every day. It's that she called 3 times. and was beligerent on the phone.
As a result of this issue, McD's offered her an apology, refunded her money and her next meal will be on them. Also in the Treasure Coast region, there has been a policy change to prevent this from happening agian. That will hold true until the next poorly trained manager comes along. It was already policy to refund a customer their money if they can't satisfy the customer.