For John Anthony Shahor, his service dog is more than just a companion—it’s a crucial part of his everyday life. Living with PTSD, he relies on his trained service dog to navigate public spaces, helping him manage anxiety and stay grounded in overwhelming situations. But what should have been a simple trip to a Whole Foods store in Austin, Texas, quickly turned into a distressing ordeal when he was abruptly asked to leave.
Shahor was shopping with his service dog by his side when a store manager confronted him. The manager claimed that another customer had reported the dog as a “search and rescue” animal, implying that it was not a legally recognized service dog. Shahor attempted to clarify the misunderstanding, explaining that his dog was, in fact, a fully trained service animal. He even offered to show documentation verifying his dog’s role, despite the fact that under the Americans with Disabilities Act (ADA), businesses are not allowed to demand paperwork as proof of a service animal’s legitimacy.
But instead of resolving the situation, the confrontation escalated. The manager remained firm, stating that the store did not permit animals that weren’t recognized as service dogs. Despite Shahor’s attempts to explain, he was not only forced to leave but was also banned from returning to that Whole Foods location.
For Shahor, the experience was both humiliating and frustrating. His service dog had been prescribed by his doctor to help him manage the challenges of PTSD, yet he was treated as though he were trying to deceive the store.
This incident sheds light on a growing issue nationwide. While the ADA protects the rights of individuals with service animals, businesses often struggle to enforce policies fairly. The problem is twofold: fraudulent service animal claims have increased in recent years, making some businesses more skeptical, yet individuals who genuinely need their service dogs often face unfair scrutiny.
Under the ADA, businesses can legally ask only two questions regarding a service dog:
- Is the dog required due to a disability?
- What specific tasks has the dog been trained to perform?
They cannot require proof, demand certification, or deny access based on suspicion alone. However, incidents like Shahor’s demonstrate that many employees are either unaware of these laws or are unsure how to apply them correctly.
Disability advocates argue that better training is needed for store employees to differentiate between real service dogs and imposters without unfairly targeting people who depend on them. The emotional and physical toll of being confronted and removed from a public space can be deeply distressing for those already dealing with disabilities.
As for Shahor, he remains shaken by the experience, hoping that by speaking out, he can help prevent similar encounters for others who rely on their service dogs.
