Not sure about the other reviews, but I guess your experience may vary depending on the time of day you visit.
I'm usually here about once a week, either before noon or in the late afternoon, and haven't had any unpleasant experiences. Never dealt with any rude employees. I usually get a burrito bowl and receive a fair (sometimes plentiful) amount of meat.
On a good day when the line is short or non-existent, I'm in and out in less than five minutes. Can't complain. Well, maybe about the parking. The lot is shared by a chicken place, hair salon, a Dotty's, a Verizon store...so it can get pretty full during peak times. But hey, nothing the stores can control.