ComplaintsforRiver Spirit Casino

• Initial Complaint

  01/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was in your casino Jan 21st around 9:30 p.m. with my 82 yr old mom wheel chair bound and service dog Angel. We were having a good time then my machine messed up and when the lady came to fix it she asked me if my dog was an emotional support dog I said yes joking and was going to finish my sentence saying but she is actually a service dog. She told me we had to leave and at first I thought she was kidding so I pushed my mom in her wheel chair to go enjoy ourselves and the lady was on our butt I turned around and she said we have to leave now. A friend ***** drove so I told her I had to find our ride and continued to following us and running her mouth and told me I should of told her my dog was a service dog first instead of esa. I told her I tried and she still continued to embarrass me and my mom In front of so many people by the time I found our ride my mom was in tears. They treated us with such disrespect and bringing so much attention to our situation it made me angry and I said some things I wasn't proud of. Her and 2 guys stood at valet parking making sure we left. Acted like we were going to try and go back in and trust me that isn't going to happen I never been so humiliated in my life . I have been to your casino often with my mom and service dog and never had an issue until now and it's not right. People will know about this type of treatment I got from the staff that night. I was a good customer until now. There are other places that will except a disabled person and service dog.

  Business response

  03/31/2022

  Business Response /* (1000, 5, 2022/01/27) */ A member of our management team has been in contact with the guest. We appreciate the guest for helping us identify an area of concern. With the guest's input, we have been able to investigate the issue. We will use information learned from this interaction and incorporate it into on-going training so our team members can continue to offer outstanding guest service. Our guest has expressed satisfaction with the results of our interaction and we thank her for the opportunity to serve her entertainment needs in the future. Consumer Response /* (3000, 7, 2022/01/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still working with Riverspirit on this issue trying to come up with a resolution on this matter. What has been offered does not accommodate my 82yr old mother. Hopefully they can try to come up with something more that can help my mom want to revisit this place she is still very upset. Business Response /* (4000, 9, 2022/02/07) */ Our management team has reached out to our guest and have worked together to find a solution that addresses the issues raised. We value each guest and make every effort to provide outstanding guest service. We thank our guest for communicating with us and allowing us the opportunity to find a solution that is satisfactory to all. Thank you. Consumer Response /* (4200, 13, 2022/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were just at your casino and left due to issues with service dog. We won't be back The service dog detected her blood sugar was low and we stopped at the closest place by mazzios and a gentleman came and said for sanitary issues we could not be there. I am so upset thought we had it all straightened out. But I guess not. I cannot express how upset and angry I am regarding how you told me if we returned to riverspirit we would not have any problems especially with our service dog. This is totally unacceptable and wrong. My mom was in tears when we were confronted yet again regarding where our service dog is allowed. We stopped to get my mom something to eat when our service dog detected her blood sugar was low and then to be told because of sanitary reasons we couldn't sit where food was served. It is hard enough for my mom to eat in public then to have attention brought to us all over again and upset my mom to the point she was in tears. That was the last question I asked you about that we would not have no issues with our service dog. I am at a loss of wondering why this happened again. Business Response /* (4000, 15, 2022/02/10) */ Our management team has been in contact with this guest numerous times in response to her complaint. We had reached an agreement that was satisfactory to all. Upon their return to the property, the guest had her pet (which she has admitted is NOT a service animal). We allowed the pet up to the point the guest decided to take the pet into a restaurant. The guest was holding the pet at table height and was feeding/watering the animal. For the health and safety of the public, we will not allow this pet on property. Thank you for the opportunity to respond to this complaint. Consumer Response /* (4200, 17, 2022/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am very concerned with the last response from River Spirit and the comments they say that I said my dog was NOT a service dog. I know at a casino everything is on video so I would like them to show me where I said such a thing. And my service dog was in a carrier at the table and I gave my service dog a drink of water and 2 small pieces of bread. I have every conversation regarding this situation from beginning until now. NEVER DID I SAY MY DOG iS NOT A SERVICE DOG. THIS IS WHAT ALL OF THIS iS REGARDING. On Fri, Feb 4, 2022, 2:15 PM *********** <********************************> wrote: Ms. ********, This is management saying they were at fault. I am upset they are trying to turn the tables against us I am following up on conversations you have had with ************* regarding the issues you encountered on your last visit to our property. I appreciate you providing information to Mr. ***** so we could look into this matter and determine how we can improve our service to you and all our guests. We strive to provide the best service, however, on occasion we miss the mark. I do apologize that you and your mother had a bad experience here. I believe Mr. ***** had offered you some things but due to circumstances you wouldn't be able to use the offers. We would like to offer you and your mother some "free play" within the casino as a gesture of gratitude for allowing us another opportunity to serve your entertainment needs. If this is acceptable to you, I would need a little information. I will need the names and account numbers as they appear on your player's club cards. We can then add the "free play" onto your accounts so you can access it when you come back to the property. As soon as you send me that info, I will get you and your mother set up in our system for "free play" in the amount of $75.00 for each of you. I look forward to hearing back from you soon to get this set up for you both. I also look forward to having another opportunity to serve as your entertainment choice. Thank you very much, ************** This is my evidence.

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