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Jonathan Betz reports.

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Every week, 200 people are diagnosed with multiple sclerosis, a disease that can make walking almost impossible for some patients.

For a North Texas woman, it turned her shopping trip for a wedding gown, into a confrontation.

The grandmother says she was kicked out of a store because of her service dog.

Neyo is a constant companion in Gloria Troutman's life.

The 62-year-old grandmother relies on the service animal to get around, since she lost control of half her body from multiple sclerosis.

"He's always right beside me, never leaves my side," said Troutman.

But on a recent trip to Town East Mall, a store kicked her out, she says, because of her service animal.

Every trip out is a challenge for Troutman.

But she was shopping with her granddaughter for wedding dresses, at Isis Bridal, inside the mall.

"They were like, 'we don't want the dog touching the dresses.' We were like 'he's not hurting anything,'" said Nicole Herring, Troutman's granddaughter.

The owner refused to talk to News 8.

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Gloria Troutman would like a little more sympathy in future.

"I was surprised and I felt bad at how they were treating my grandmother. It was like they were discriminating against us because she's in a wheelchair and has a dog," said Herring.

Indeed, the use of service animals in public is protected under law. Violators can face fines.

But Troutman would settle for an apology and a little sympathy in the future.

Isis Bridal & Formal Letter of Apology:

Dear Mr. Betz,

Last evening, I was taken aback by the call regarding the experience of Ms.Troutman and her granddaughter at our store, Isis Bridal & Formal.  If I had it to do over again, I would have talked with WFAA.

Isis Bridal & Formal has been in business in the Dallas area since 1996.  We pride ourselves not only in the quality and price of merchandise we sell, but in the service we render to our customers.  The length of time we have been in business and the fact that we have many repeat customers for our gorgeous wedding gowns and formal attire show that we care about and value our customers and cater to their special needs.

Please know that we welcome all customers, both with and without disabilities.  We have a special area so that people in wheelchairs can easily make access to the store and shop.  We have had many service dogs in our store. They are welcome to be there when they are leashed and well controlled so that our pretty wedding dresses and accessories are kept in good condition for customers. 

We apologize if Ms. Troutman believes she was treated improperly.  We are confident that our employee was trying to assist Ms. Troutman’s granddaughter and accommodate the best she could under the circumstances. 

Certainly, Ms. Troutman, her service dog, and family members are welcome back at Isis Bridal.  As a good will gesture, we will give Ms. Troutman’s granddaughter a $50 credit on any merchandise she purchases.

We appreciate your consideration and help in communicating our thoughts to Ms. Troutman, her granddaughter, and the viewing public.

Sincerely,

& nbsp;

Mohamed Hafez

President, Isis Bridal & Formal

E-mail jbetz@wfaa.com.