Tim M.
Yelp
Subject: Discriminatory and Unlawful Treatment at Saltgrass Steak House
My wife and I dine out at least three times a week, and I am always accompanied by my service dog, who is secured inside a screened stroller. I have relied on service dogs for the past 14 years and have never experienced an issue--until today.
On Saturday at 11 a.m., we arrived at Saltgrass Steak House off I-35 in Fort Worth, a location we've frequented before, always with my service dog. The restaurant was quiet, with only four tables occupied. We were seated at the far end of the dining area, away from other patrons. Our server was courteous, took our order, and everything seemed fine.
As we waited for our food, I took my dog's enclosed water jug from the back of the stroller and passed it through the zippered screen so she could drink. Within seconds, the manager, Ron Zentner, approached and abruptly asked, "Is that a service dog?" I confirmed that she is, and he immediately stated that I was not allowed to give her food or water inside the restaurant, claiming it was a violation of ADA regulations. He then insisted we leave immediately.
I explained that I'm very familiar with ADA Title III and that there is no such regulation prohibiting a service dog handler from providing water to their animal in an enclosed stroller. I even pulled up the official ADA guidance on my phone and read it allowed. Mr. Zentner, however, dismissed it, saying "I don't care. You have to leave now," and threatened to call the police and have us trespassed if we didn't comply.
His demeanor was loud, confrontational, and humiliating. I asked to speak with his supervisor, and he claimed he had already done so, naming Todd Lewis, the district manager, as being in agreement with his actions. As we attempted to resolve the situation, our server brought out our salads--only for Mr. Zentner to loudly instruct her across the dining room: "Amy, go back to the table and take those salads away." All eyes in the restaurant turned to us as we were publicly shamed and denied service.
Let me be clear:
Under the Americans with Disabilities Act (ADA), individuals accompanied by service dogs are entitled to equal access to public accommodations. Businesses may not deny entry or service based solely on the presence of a service dog. Furthermore, while the ADA does not require businesses to provide food or water to service animals, it certainly does not prohibit handlers from responsibly meeting their dog's basic needs--especially in a discreet and sanitary manner, as I did.
The penalties for violating the ADA act are serious--$75,000 for a first offense and up to $150,000 for subsequent violations. Businesses and their agents may also be subject to civil lawsuits for damages, including emotional distress.
I am not an unreasonable person. If Mr. Zentner had politely asked me not to water my dog inside the restaurant or suggested I do it outside in the future, I would have accommodated the request without issue. However, to be forcibly removed under threat of police action--despite being in full compliance with the law--was not only unjustified, but unlawful.
This incident was not just poor customer service--it was a blatant violation of federal law and an act of discrimination. Mr. Zentner clearly lacks the understanding, professionalism, and legal knowledge required to manage a public-facing establishment. I will be pursuing all appropriate legal and administrative avenues to ensure accountability, not only to protect my own rights but to prevent others with disabilities from enduring similar mistreatment.
