BREVARD COUNTY, Fla. — A Kissimmee woman has filed a complaint with the federal government after several Brevard County pizza shop employees gave her grief about bringing in her service dog.
The family said they felt like they were being ganged up on after repeatedly being asked for a service animal ID, even though it’s not required by law.
They said they tried to explain the law to workers.
More: Read the ADA's policies for service animals
The owner of the restaurant is taking steps to make sure such an incident never happens again.
Janiece Ibertis needs her service dog, Orion, to help her with narcolepsy and other illnesses that can affect her heart rate.
She said he goes with her everywhere.
So on Sunday, he was with Ibertis and her family when they went inside Pappagallo's Pizza in Satellite Beach.
Ibertis and her husband said three people asked about Orion and the server even asked for ID.
The family eventually decided to leave, and later they filed a complaint with the Department of Justice.
Restaurant owners David Rich and Tricia Rich said they were there, but never spoke to the family.
"I never saw the dog in question, and I sure as heck never asked those folks to leave or refuse them service,” said David Rich.
After seeing comments on social media and talking to their staff, he wrote a post acknowledging the staff's mistake.
"We're very sorry it happened,” the post said.
The couple also emailed staff service paperwork explaining what is and isn't allowed by law regarding service animals.
It also posted the information and included it in the employee handbook.
"As every employee comes in, they're supposed to read it and sign it and they are doing that as they come in for their shift,” said David Rich.
Staff now knows "only limited inquiries are allowed," and service animals do not need an ID.
The restaurant owners said they would like to chat with Ibertis and her family and wish the feds would do a better job training businesses about Americans with Disabilities Act laws.