Companies always “backpedal” when faced with this kind of stuff.
And as far as the severity of the situation (and I hope you do realize that this is why medical personnel are called - to “evaluate”) ... you can see that the customer spent “three days at the Bothin Burn Center at Saint Francis Memorial Hospital in San Francisco.”
That happened “after” a medical evaluation, instead of an evaluation of a pimply-faced, inexperienced teenager at a cheap job, who says that they can’t call 911.
There’s a missing piece. When did she spend 3 days at the burn center? Did she go in for some kind of treatment much later??