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Atlanta woman claims Uber driver kicked her out of car because of her service dog

She claims an Uber XL driver picking them up from the airport put them out on the curb after asking if Maggie was a service dog.

ATLANTA -- Controversy sparked after a Buckhead woman says she was kicked out of an Uber for having her service dog with her.

The incident happened at Hartsfield Jackson International Airport.

Since the ride-sharing company does involve private cars, 11Alive is digging deeper into the company's policy.

11Alive's Natisha Lance spoke the woman, Tiffany Hess, who says she wants other people to learn from her experience.

For 13 years, Hess' Irish Terrier Maggie has been an essential part of the family, acting as her service dog.

"I have extreme anxiety," Hess explained.

She's traveled with Maggie on flights and car services and has never had an issue - until last week. She claims an Uber XL driver picking them up from the airport put them out on the curb after asking if Maggie was a service dog.

"He said, 'Well, you need to call another Uber. You need to get out of my car'," she recalled. "He got angry, got out of the car and threw my bag out and left with my phone.

"I would like Uber's help to get my property back."

Hess said she showed the driver documents proving Maggie was a service dog, when she didn't even have to do so.

Uber policy says state and federal law prohibit drivers from "denying service to riders with service animals" and the driver cannot "request the rider present documentation proving that the animal is a service animal."

"I've never felt that helpless before," Hess said.

It took Uber 48 hours to respond to her email complaint, according to Hess.

"It's very clear to me they don't really care about the customer or the customer experience," she said.

In a series of emails, Uber responded saying the behavior by the driver is "not tolerated" and the driver was given the proper policy and put back on the road.

However, Hess says her phone is still gone. She hopes to get it back after shelling out more than $1,000 for a new one. She doesn't plan on using Uber again.

11Alive reached out to the company about the situation Wednesday and after going back and forth, got a reply Thursday.

In a statement, Uber said, "Driver-partners who use the Uber app agree to accommodate riders with service animals and comply with all accessibility laws. We’ve reached out to those involved to look into the matter.”

As for the lost phone, Uber said it is working to get it back to her.

Read more about Uber's policy on service dogs for the drivers and the riders on it's website.

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