ComplaintsforCaffe Vero

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A friend of mine and myself went to the café for breakfast after a walk in the village. My service dog was with me. Staff saw us enter and sit with the dog. After being served our meal, the owner came up to our table and said the dog had to leave. After being notified, it was a service dog, he stated that service dogs don’t bark. My service dog yipped once when sitting. Not to mention that service dogs are trained to bark in instances when someone’s blood sugar is low, for example. After putting a review online, I realized that he had done the same thing to other individuals with disabilities. This was absolutely disgusting and he needs to be corrected and informed as to what the ADA rules and regulations are. All of this after we were not provided with a receipt and had left the counterperson ag gratuity.

  Business response

  04/26/2024

  First of all Caffe Vero always welcomes real service dogs. Service dogs are amazing animals helping their owners with daily activities.What Mrs. ******* is writing is a complete fabrication. She carried her few months old Pomeranian in a carrier (like a baby carrier). She and her friend ordered food, received it and finished eating it. During her visit her dog who wasn’t trained barked several times (very pitchy bark). After they ate their meal we asked them to leave as other customers were dissatisfied with barking.

  Business response

  04/26/2024

  First of all Caffe Vero always welcomes real service dogs. Service dogs are amazing animals helping their owners with daily activities.
  What Mrs. ******* is writing is a complete fabrication. She carried her few months old Pomeranian in a carrier (like a baby carrier). She and her friend ordered food, received it and finished eating it. During her visit her dog who wasn’t trained barked several times (very pitchy bark). After they ate their meal we asked them to leave as other customers were dissatisfied with barking.
  
  

  Customer response

  04/29/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have included reviews of this business, there are more but I can’t upload that many files, showing that they have actively excluded service dogs in the past. The dog yipped once when we sat and did not make another noise while we were there. My friend 18 month old, however, was very chatty. There were only two other customers in the entire restaurant and neither even turn to acknowledge us at the very back of the restaurant. this owner is upset that this was brought to public attention and is attempting to disparage my character. While the dog is young, this was specifically shared with staff when we arrived. It did not become an issue until the owner entered the building and saw that there was a dog there. He obviously does not understand the rules and parameters around service dogs, as it does not matter if they are in a carrier or walking freely. the service and task she can perform does not require her to be mobile at all times. The reason we finished our meals is because we were rudely told to leave and not provided with anything to take our meals or beverages with us. I refuse to pay for food that I am then forced to leave behind because the gentleman that owns this establishment is disreputable. Regards, ******* *******

  Customer response

  04/29/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I have included reviews of this business, there are more but I can’t upload that many files, showing that they have actively excluded service dogs in the past. The dog yipped once when we sat and did not make another noise while we were there. My friend 18 month old, however, was very chatty. There were only two other customers in the entire restaurant and neither even turn to acknowledge us at the very back of the restaurant. this owner is upset that this was brought to public attention and is attempting to disparage my character. While the dog is young, this was specifically shared with staff when we arrived. It did not become an issue until the owner entered the building and saw that there was a dog there. He obviously does not understand the rules and parameters around service dogs, as it does not matter if they are in a carrier or walking freely. the service and task she can perform does not require her to be mobile at all times. The reason we finished our meals is because we were rudely told to leave and not provided with anything to take our meals or beverages with us. I refuse to pay for food that I am then forced to leave behind because the gentleman that owns this establishment is disreputable.  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. ↩