ROCHESTER, N.Y. — Starbucks has apologized to a 24-year-old woman who said she wasn’t allowed in a Rochester-area store because she had a service dog.

Amy Kaplan of suburban Brighton said she was denied service after entering a Starbucks on Sunday afternoon with her service dog, a malamute named Zero, the Democrat and Chronicle of Rochester reports.

Kaplan suffered a traumatic brain injury in a traffic accident, and the dog helps her cope with memory issues and anxiety.

She posted a video to YouTube in which an employee tells her she can’t come in the store with a service dog.

A Starbucks official told Kaplan in an email that he wanted to personally apologize.

THE ASSOCIATED PRESS