Service Animal Denied at IHOP
Posted by Scott French on
Candace Carlisle considers her dog Denali, from the organization "Paws With a Cause", to be an essential companion. As someone who suffers from Multiple Sclerosis, Carlisle depends on Denali for assistance with various tasks such as opening doors, maintaining balance, and emotional support. Unfortunately, when she visited IHOP in Muskegon on Monday, she encountered a manager who refused entry of her service dog. This incident left her feeling upset and she even attempted to explain the American with Disabilities Act to the manager. However, Carlisle received an apology from IHOP corporate on the same day, acknowledging that it was a misunderstanding rooted in a lack of knowledge. They assured her that they would educate their staff on the proper protocol in such situations.
Under ADA Compliance laws in Michigan, businesses are permitted to inquire whether a service animal is necessary due to a disability and the specific tasks it has been trained to perform. However, it is against the law for them to inquire about a person's disability or request medical records or training documentation related to the service animal. Although Carlisle holds no grudges, she hopes that this incident serves as a learning opportunity for businesses. She emphasizes the importance of proper education for staff members so that they can recognize and appropriately handle situations involving service dogs.
In an effort to make amends, IHOP has invited Carlisle and her entire family to enjoy complimentary pancakes at their restaurant. Denali will also be joining them for this makeup dinner. Carlisle eagerly anticipates returning for her beloved pancakes.
Under ADA Compliance laws in Michigan, businesses are permitted to inquire whether a service animal is necessary due to a disability and the specific tasks it has been trained to perform. However, it is against the law for them to inquire about a person's disability or request medical records or training documentation related to the service animal. Although Carlisle holds no grudges, she hopes that this incident serves as a learning opportunity for businesses. She emphasizes the importance of proper education for staff members so that they can recognize and appropriately handle situations involving service dogs.
In an effort to make amends, IHOP has invited Carlisle and her entire family to enjoy complimentary pancakes at their restaurant. Denali will also be joining them for this makeup dinner. Carlisle eagerly anticipates returning for her beloved pancakes.
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