Complaints

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a service dog and I have had a LEGAL medically approved service dog for the last 20 years. I went to BIN110 on 03/11/2022 and I was served by an outside bucket that they set up with Heaters outside they had a bartender that took my credit card and charge me for a beer and I sat outside with my dog under one of their heaters that was heated with a propane tank and I sat out there the entire time even though it was raining I do have a legal certified service dog but Ive been made to feel uncomfortable every time Ive gone to this establishment because of my dog. So I did not venture into the establishment until the rain started and I had a tab going with the outside bartender I stepped 3 feet into the establishment at 1 AM 12:55 AM to be exact and the owner and he stepped out to me and said you need to leave we dont allow dogs here you need to get out now. I said I have been here for the last three hours sitting outside drinking beers and I have a tub and you guys brought it inside and I just dont want to leave without pay. He then said we dont allow dogs here were still serving food I said how are you still serving food if you just said youre closed. I said you have no right to talk to me this way first of all I have a legal document its service dog he goes I dont care you have no right to come in here and I dont care if you have a service dog or not youre not welcome in here again and please leave. I said sir I have a tab going with your establishment and I have been sitting outside in the rain under your heater for the last three hours so Im trying to just pay for what I bought and leave. **** he said was his name and he said I am the owner and I dont care if you have a service dog or not youre not welcome in here and neither is your dog and were still serving food so you need to get out now. I said I just want to pay my tab please stop being so rude to me Im not drunk Im just trying to pay my tab . I would like this addressed with the ci

  Business response

  03/30/2022

  We are in receipt of the complaint listed below from Ms. ******************** in regards to her visit at Bin110 on March 11, 2022.  The Complaint ID is ********.

   

  It is not our intent to disparage ****************, but we would be remiss in not pointing out a couple of key discrepancies in her complaint:

  1. This is not a Repair Issue complaint
  2. There are not Billing Adjustments per se
  3. Ms. Bryants account of what I said to her, as well as the manner in which she was allegedly spoken to, is not consistent with the actual sequence of events or the content of our conversation.  This is not an uncommon occurrence in establishments that offer/sell alcoholic beverages.

   

  This is not the first time we have had a less than positive interaction with ****************.  Immediately following our interaction on 3/11/22, however, I made notes of our conversationin large part, because she promised to file complaints, reviews and lawsuits against me personally.

   

  Per *** guidelines, it is our responsibility by law to accommodate service animals.  These laws do not, however, encompass emotional support animals.  For reference, a service animal is defined as an animal that has been trained to perform work or specific tasks for someone with a disability. 

   

  The reality is that our live music venue/bar is neither conducive nor safe for dogs in general (Loud music, spilled alcoholic beverages, broken glass, flashing lights, etc.)  The lone question that I am permitted to ask, per *** guidelines, is What work or task has your animal been trained to perform for you?  When I asked **************** this question, her response was, I have anxiety, and my dog keeps me from having seizures.  It was my determination that this only met the criteria of an emotional support animalnot a service animaland our policy is to not allow them on premise.

   

  As a measure of goodwill, I have refunded the entirety of Ms. ********************* for the evening in question.  It is important to note, however, that our policy regarding emotional support animals has not changed, and we are hopeful that we will not have  similar interactions again in the future.

   

  Kindest Regards,

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩