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Starbucks says it’s sorry that a customer was turned away when she tried to bring her service dog into a coffee shop near Rochester, New York. Amy Kaplan, 24, told the Democrat and Chronicle of Rochester that she was refused service on Sunday afternoon when she went into a Starbucks with her malamute. Kaplan suffered a traumatic brain injury in a traffic accident, and the dog helps her cope with memory issues and anxiety. Kaplan posted a short video on YouTube of the encounter, in which the employee can be heard saying: “I see no proof that that’s a service dog.” Kaplan then tried to explain that’s not required under the Americans With Disabilities Act. A regional vice president for Starbucks tried to call Kaplan and then emailed her an apology, the newspaper reported. Spokeswoman Laurel Harper told the Democrat and Chronicle that Starbucks trains employees simply to ask if an animal is a service animal and to welcome those customers. Starbucks apologized earlier this year for a service animal incident at a Houston outlet, according to a post on the company’s website.
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