A man was asked to leave a Whole Foods store after what he calls a misunderstanding concerning his service dog. The store’s manager kicked them out after saying that the customer told them it was a “search and rescue” dog. The man tried showing the manager the proper paperwork but was banned from the store.

John Anthony Shahor was diagnosed with PTSD and recommended by a doctor to get a service dog. But a customer complaint got him booted from the Austin Whole Foods. This brought into question the nationwide chain’s policy and how easy it is to register a service dog yet how difficult it can be to crack down on fakes. Unfortunately, people like John can get all caught up in the middle of it.