#11 An Update

Hello,

I am writing an update even though this blog has yet to go public. I want time line current. It has not gone public because I have sent out 4 letters to VIPs and decided to wait and see if anything materializes. If not, then we will have no other option than to go public. That isn't the way I prefer, but if no VIP cares enough, then ...

Those VIPs were, Nick Podell, Chairman of the Board, San Francisco Zoological Society, David Stanton, Board Member, San Francisco Zoological Society, Larry Martin, San Francisco Park and Recreation Commissioner, and San Francisco Mayor Edwin Lee.

Today (Saturday March 12, 2011) Lee and I visited the Zoo. We first noticed our tail a bit after 4p. There was curiously placed Security while we were at the Hippo, but can't be definite on that one. The head of Guest Services, Durant was a definite and continued to follow us for about 45 minutes. We circled back and zig-zagged about one area the whole time and eventually showing up as we walked out the gatehouse. It appeared he really thought we didn't notice. Its ridiculous as there are Visitors about everywhere acting the fool near the Animals, yet we remain public enemy number one. Who is watching the Visitors and Animals while everyone seems to be watching us?

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I came home to a check for the remainder of my Membership Fees. This was three weeks outstanding and appears to have come via Pony Express. The ridiculous thing is lora LaMarca/Head of Marketing who was so very rude to say she had nothing to do with the issuing of the checks, is the primary signature on the check. Still there is no official reason, with this check or in any other way of correspondence, by her or Director Peterson, from which I requested such from both.

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The Zoo has added an additional (listed last) FAQ to their Membership page, also re-titling it to "Frequently Asked Questions "and Policies."

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Can my Membership be taken away?

The San Francisco Zoological Society reserves the right to terminate or deny Membership at any time by advising the Member or prospective Member and returning a prorated share of any dues payment. Cause for termination can include showing disrespectful behavior towards the animals, staff or guests of the Zoo; inappropriate conduct, including, but not limited to, conduct that is disruptive, abusive or violent; or for failing to comply with Membership terms and conditions or abusing privileges.

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I guess this holds the hand of the statement provided on the email correspondence by Amy Frankel/Marketing, that noted the Membership Policy as a "fluid document and we revisit and update it as needs arise." ... As needs arise. Curious. I don't believe this can be used in a retroactive way, but obviously they do.

Since this information was not there last week, it appears that the Policy has been recently been revisited. How this after the fact supplement could be relevant to us, is questionable at best. There has to be a Policy item at the time, in order to violate it. There was not as of February 14, 2011. There was not as of March 3, 2011. I also guess we have not been given an official reason because there is no item that existed for us to violate, so there was no violation to advise of? That said, can you terminate without advising of a non-violation? I know its a lot to keep track of. Its much easier to keep track of the facts when the facts are based on truths.

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Sunday March 20, 2011

*There has still been no written reason given to us as to why our Membership has been revoked.

*There has still been no response from any VIPs I have contacted. Prior to those VIPs, I had emailed San Francisco Supervisor Sean Elsbernd, (who I had previous correspondence with) he initially responded (but has not followed-up) when contacted with:

Kim,

Well, that's a lot of information. Honestly, I'm not quite sure where to start. I'll make a few inquiries. However, I do not want to create any expectations.

Sean



*We are still being followed on every visit.

*Lee is still a victim of Director Peterson's slanderous statement.

*Me ? I guess they just don't like the things I say or write. But, as was pointed out by an Attorney, I have been within my 1st Amendment rights, on this blog, via email and in person. He also said based on this information "The Zoo was retaliating against us for pointing out its flaws."

#10 * Assumptions must be made

Since there is nothing to stand on regarding the "In violation" reasoning, one must assume we are back to the original slanderous statement made to Lee by Director, Peterson blaming her for a "false alarm". ... Again, how does Lee's call affect me? Again, how does Lee's call affect her?

The call was made in accordance to the information on the Request the Animals sign. The way it was dispatched is the responsibility of the Zoo employee who answers that phone line.

The Security staff member, Gisella who we talked to the day of the Bear incident, made a curious statement to me last Saturday. She said, "They (Zoo Management) were mad that when they got to the Bear Grottos, there was nothing there." ??? Thankfully! Thankfully there was no one on the animal side! Thankfully there wasn't someone harming the animals. Thankfully there wasn't someone entering an animal enclosure, which could have ended with one of our Animals losing their lives. ... Would they have been happier if there was someone there offending? Would that have made the code response more worth it to them?

Just because there wasn't at the time of their arrival doesn't mean there never was. Does this mean, because the offender had returned to the Visitor side by the time they got there, that they are considering this incident the result of a prank call? Even though there was a call in addition to ours stating there were three people over the barrier. Since their system does not include taking the callers information, they only have us. Are they using us to take the blame? It sure seems like that is the angle of Director Peterson. And again, how is my Membership in jeopardy with this reasoning?

All I can do at this point, since the Zoo Management team has not had the courtesy to act professional and give a reason upon refund or request, is ask these questions of assumptions as to what that reason could be, based on the information I have.

I have additional assumptions, but those would really shed a bad light on the Zoo , even though may possibly be their bottom line angle. As much as I am hurt by how horrible the Zoo has treated me, I can not publicly call attention this angle and possibly jeopardize the Zoo's existence, BUT that is only for the sake of the Animals who live there.

#9 * Blamed and Branded

The Zoo was my happy go to place of comfort. It put a smile on my face and I loved going there. I love my precious Zoo friends, and won't abandon them, but I don't like how entering the place now makes me feel. ... As I drove into the lot the other day in search of an answer I felt sad. Literally drained from the situation, I didn't even want to be there. Its very disturbing and offensive to be treated the way we have been.

That Thursday (2.24) when I went to the Joint Zoo Committee Meeting, there was curiously Security guard Eddie posted inside. There never has been before.

That Saturday (2.26) while Lee and I walked around the grounds, there was Security everywhere we went. The Zoo only has 2-3 guards on duty, and yes, you sometimes see them around the grounds, but not everywhere you go.

The next time Lee and I visited, again we seemed to have the eye of Security. I guess we are such dangerous people that its more important to watch us than actually watch for people harassing the animals.

During my questioning of Lamar/Membership Sales, we asked how often this (revoking) happens and what are some of the reasons? He shook his head and said its been years, so he didn't remember. So, this hasn't happened in years, yet it happens to us. Two people who have supported the Zoo in the way that we have, and WE are being treated as if we are public enemy number one.

The Zoo's outrageous action against us has left us branded. Some staff members treat us like we don't belong there, some just plain think they got one over on us, and other truer friendships have been put in jeopardy, for fear of repercussion if they talk to us. We have been made to feel very unwelcome. Tell me again why? Right, we don't know.

#8 * Policys and Procedures

I received this document via email after 5p on Thursday March 3. It did not come from Lora LaMarca but another person in Marketing, Amy Frankel. If this was available, why couldn't it have been sent more prompt? Lora has an assistant as well. Makes no sense, other than to put me off.

The document, appears to be a guideline for the Sales staff, in that there are no guidelines of behavior or such for Member conduct that Lee or I could have violated. In essence, this reasoning doesn't not fly. I asked for the parts in which we violated to be outlined and they were not.

What was noted by Amy, who sent this was, "This is a fluid document and we revisit and update it as needs arise." So, does that statement mean they can make-up stuff on their whim and add it in at anytime and say there's then a violation? I think NOT! The document sent to me stands as is, and as is contains nothing that would /could have been violated on our part.

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San Francisco Zoo Membership Policies, Amy Frankel January, 2011 - Page 1 of 5
San Francisco Zoological Society Membership Policies
1. Membership Levels and Benefits…………………………………………………………

………2
2. Tax Deductibility…………………………………………………………………………………………..4
3. Family/Senior Memberships and Single Parents…………………………………………..4
4. Lost Cards/Name Changes……………………………………………………………………………4
5. Requests for Refunds……………………………………………………………………………………4
6. Member Children without Member Adult…………………………………………………….4
7. Cards not Received……………………………………………………………………………………….4
8. Exchanging Admission Tickets for a Membership………………………………………….5
9. Grace Periods for Discounts/Coupons…………………………………………………………..5
10. Employee Membership Cards……………………………………………………………………….5
11. Selling/Promoting Memberships in Food/Retail Areas………………………………….5
12. Upgrades and Passes…………………………………………………………………………………….5
13. Deceased Members………………………………………………………………………………………5
San Francisco Zoo Membership Policies, Amy Frankel January, 2011 - Page 2 of 5
1. Membership Levels and Benefits
All Membership Levels Receive these General Benefits:
FREE admission to the Zoo every day of the year FREE one-time use guest passes* FREE one-time use ride passes* FREE one-time use parking passes* Invitations to exclusive Members-only events, including sneak previews and meet-and-greets Discounts on education classes, Zoo camps and activities for kids and adults Zoo Views online magazine 10% discount at all Zoo shops, cafés and carts Earn Member Reward Bucks for every purchase made at food concessions and gift shops Free or discounted admission to more than 120 Zoos and Aquariums nationwide Your Membership is tax-deductible. Please discuss with your tax professional. Members are the backbone of the Zoo. You help to support Zoo improvements and are the Zoo’s best cheerleaders. The more Members we have, the better we can make your Zoo!
*Quantities of passes are based on Membership Level. See below listing.
Memberships are not transferable or refundable. You cannot change the name on a card once it is issued. If a name must be changed, you must wait until you renew. Membership duration is 12 months and must be renewed to continue receipt of benefits. There is a $10 processing fee for lost Membership Cards. Passes are not replaceable if lost.
$95 Family
Admits two NAMED adults and up to 5 of your children/grandchildren under the age of 18 (if they want an unnamed card, they have to buy the “Guest Of” card for $50).
Two one-time use guest admission passes Two one-time use ride passes Two one-time use parking passes
$75 Individual
Admits one named adult
San Francisco Zoo Membership Policies, Amy Frankel January, 2011 - Page 3 of 5
One one-time use guest admission pass One one-time use ride pass One one-time use parking pass
$60 Senior
Admits two NAMED adults age 65 years or older (if they want an unnamed card, they have to buy the “Guest Of” card for $50).
One one-time use guest admission pass One one-time use ride pass One one-time use parking pass
$45 Teacher/Student
Admits one named adult age 18 or older with valid teacher or student ID
No guest, ride or admission passes are included.
NEW!!! $50 Guest Card (can only be purchased by Members)
Members can pay $50 more to add another card to their Membership. Card will say “[Membership level] Guest of *Member’s Name+”, such as “Family -Guest of Joe Smith.” The card will admit one adult and if the Membership is Family level, it will admit up to 5 children. Member does not need to be present with Guest to enter. Guest receives all general Member benefits except for admission/ride/parking passes.
*When selling Memberships, always ask if they would like to add another card for a caregiver, etc. for $50.
MOTHERS CLUB
We are phasing out the Mothers Club Membership and discount. No new Memberships will be sold. For existing Members, we will funnel them into the regular $95 Family Membership category. For the transitional year, we will offer them the following options: 1) Renew at the Family level for $95 or 2) Save $10 per year if they pre-purchase a 3-year Family Membership ($255, or $85 per year).
ZOO II AND HIGHER LEVEL MEMBERSHIP CATEGORIES
Zoo II and all the higher Membership levels such as Guardian, Sustaining, Supporting, and Patron are managed by Development. Development will determine and communicate benefits and prices. Birthday ride passes are being
San Francisco Zoo Membership Policies, Amy Frankel January, 2011 - Page 4 of 5
eliminated. Beginning January 2011, Development will pull renewal lists for these levels, manage and mail their own letters.
2. Tax Deductibility
The San Francisco Zoological Society is a non-profit institution that supports the San Francisco Zoo. Donations made to the Society are generally tax-deductible, but you are advised to seek advice from a tax professional.
3. Family Memberships and Single Parents
Family level and above and Senior Memberships come with two Membership Cards. The Member selects the names for the cards. If the Member does not have a partner or spouse, they can select a friend, caregiver, grandparent, etc. to be named on the second card. If they do not want to name anyone, both cards will be printed with the Members’ name. If they want an UNNAMED card, they have to purchase the Guest Of card for an additional $50.
4. Lost Cards/Name Changes
If a Member loses a card, they will be charged a $10 processing fee. The lost card will be invalidated and cannot be used. Membership cards are non-transferrable; therefore name changes cannot take place until the Membership is up for renewal. Special cases can be considered, but they will be charged the $10 processing fee and should be only allowed one of these name changes during their Membership year. Additional changes will have to wait until renewal.
5. Requests for Refunds
Memberships are NON-REFUNDABLE. Requests for refunds will be taken on a case-by-case basis. If the customer has an issue with that or has a special circumstance, those cases should be sent to the Membership/Marketing Assistant to be discussed with the Membership Manager.
6. Member Children without Member Adult
If the children on a Family Membership come to the Zoo with another caregiver not named on the Membership, or they are older children attending on their own, the children can be admitted free as long as they have the Membership card or identification linking them to the Member name. The caregiver must pay for his/her own admission unless they present a “Guest of…” card or guest pass.
7. Cards not Received
Customers must provide us with a valid, legible mailing address. If the Member never received their cards, Zoo staff can look them up in RE and check when the cards were mailed. If the Member can’t be found in RE, they MUST have proof of purchase to be re-issued cards (their temporary card, a receipt, online confirmation, or credit card statement). Without proof of purchase, we cannot issue them another temporary card or process their Membership. Membership
San Francisco Zoo Membership Policies, Amy Frankel January, 2011 - Page 5 of 5
staff MUST give customers a receipt for every on-site Membership purchase, both cash and credit.
8. Exchanging Admission Tickets for a Membership
Visitors can convert their admission tickets to a Family level or above Membership at the Zoo on the day of their visit only and not after they have left the Zoo. They can receive up to $25 off a Membership at the Family level or higher, based on what they paid for admission. This offer cannot be combined with any other Membership discount or offer. There are no refunds on parking if they have already paid for it and want to use the pass that comes with the Membership they purchased at the Zoo.
9. Grace Periods for Discounts/Coupons
An expiration date signifies the end of an offer. Offers are not valid after the expiration date.
10. Employee Membership Cards
Each active employee will receive a complementary 12-month San Francisco Zoo Individual Membership annually. This card gives employees free or discounted admission to other zoos and aquariums around the country. Visit www.sfzoo.org/reciprocal for the latest list of reciprocal discounts. This membership does not come with any admission/ride/parking passes.
11. Selling/Promoting Memberships in Food/Retail Areas
Food and Retail staff should let customers know that if they become a Zoo Member, they save 10% on their purchase.
12. Upgrades and Passes
If a Member upgrades from a lower level to a higher level, they get the difference in the number of passes offered.
13. Deceased Members
When notified of a deceased Member, the first response should be to ask if they would like the Membership put under another name for the remainder of its term. Ask for new contact information and change the name on the card/s (we will therefore have potential to renew the next generation Member). The $10 name change fee is waived in this case. The old cards must be invalidated. If asked for a refund or pro-rated refund, suggest that Membership dues are a gift of support to our nonprofit organization and are nonrefundable. If they protest further, send a prorated refund.

#7 * Chasing it down

So, I returned at opening on Tuesday March 1st, to speak with Lora LaMarca. Of course I was told by Lamar she was not available, but I could call her assistant to make an official meeting with her. I had to laugh. Why do I need to have an official meeting to get an official answer that should have come with my refund?

I was also told by Lamar that he had done what I asked. No, I asked to have Lora come to the office to give me a reason, not have a formal meeting for something simple that I was due without having to request it. This was getting insane.

I then asked if he had gotten the copy of the "Terms." He had not. I said I would like them, he said I could get them when I had the meeting. I said I would like them ahead of time, so I can see what I may have violated. I requested he get a copy and I would pick it up at the end of the day. He said he couldn't "Guarantee it", as Lora wasn't available all day. He also couldn't guarantee it by the next day. I said if it existed, it should be no problem.

So, if this is a guideline for Membership, why is it so elusive and why is Lora the only keeper of it?

I had, had enough by this point. I was and am very upset and exhausted to have to chase down a reason for having my Membership revoked. It has been over two weeks. My partial refund check was dated February 14, 2011. I am upset that they still hadn't refunded me the additional $20, which means I have not received a full refund, so technically my Membership should still be in standing, yet I have had to buy tickets to be admitted.

I ended the conversation that was going nowhere and upsetting me and said I would email Lora myself.

I received a reply from Lora and frankly it was very unprofessional. I do not think someone in a professional position should respond to official correspondence like she is writing to friends casually, by inserting responses at whim during important conversation points. I also took offense to her tone, as I seemed like "When I get the time." These people really believe they can treat people unjustly. ... Also note that her signature is on the refund checks, so she indeed knows when the checks are issued.

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Kim,

Please see responses below in blue:

Lora LaMarca
San Francisco Zoo
Vice President Marketing, Membership& PR
1 Zoo Road
San Francisco, CA 94132
tel: 415.753.7081
fax: 415.681.2039
mobile: 415.793.6998
loral@sfzoo.org

The San Francisco Zoo connects people with wildlife, inspires caring for nature and advances conservation action.


-----Original Message-----

Subject: My Membership

I am writing to you requesting both a reason for revoking my membership and to obtain a copy of the "Terms and Policy".

When I visited the Zoo Saturday, February 26, 2011, I went into the Membership office to ask if he could give me a reason. He didn't have an answer and deferred me to you. He did say that I was "In violation of Terms and Policy".

Since you were not there to informally meet with me today at the Membership office as I requested (I do not do informal meetings in the Membership office; I believe he requested that you contact my assistant Susan Schafer to schedule a meeting which you can do at any time), I will pass on setting a formal meeting with you at this point and instead make my request via this email correspondence.

By the end of the workday tomorrow, Wednesday March 2, 2011, I would like a copy of the "Terms and Policy" emailed to me, along with a reason for the revoking. I should not have to wait or chase down an answer. I will be curious to see this document, as it seems to be quite elusive in that even your Membership Sales team doesn't have a copy and seemed to not even know what it was. If there is such a document there should be no problem emailing it to me.
(Semantics. We have a "Policy and Procedures" document that documents the practical details of membership. I have a full schedule tomorrow, but I will attempt to email it to you Thursday morning before I leave town for a few days.)

I have been advised by a Committee Member (???) to have hard copies (written), so additionally I would like the same document and reason sent to me via post mail without delay. I do not think its appropriate business practice to have not included this with my refund check.

Let this request for post mail documentation also reflect the same for Lee , as we are not the same person and she will need her own documentation (Lee would have to make her requests to me personally, not through a second party).

Also note that my Membership fees have still not been refunded in full, as I upped my Membership on Saturday February 19, 2011. Please also include a check for that $20 (I do not issue checks; I am told our accounting department is processing your check).

Kim

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#6 * In Violation!

On Thursday February 24, 2011, I went to the Zoo in the late afternoon as I intended to go to the Joint Zoo Committee Meeting there that evening.

When I arrived at the gate house I was told by Guest Service staff member Bertha, that my Membership had been revoked! I was shocked! This really was an outrageous action. I asked why and she said she didn't know and I would have to ask the Membership office. In the Membership office I spoke with Guest Service leader of sorts, Walker, who could not tell me anything, other than I had been revoked, would be receiving a refund and would have to buy a ticket from now on. I remembered the Certified Letter notice I had yet to pick up and realized I was going down the same path Lee been sent. I had a guest pass with me that I used at that time, but I was pretty upset. I was upset that no one was there to give me a reason. I was upset because I knew this was unjustified.

I had requested to speak with four people, Lamar in Membership, Deb Howe/Operations, Durant/Guest Services, and Director Peterson (who was off skiing) and none of those people were available, two were off til Saturday and another in a meeting. I was told I could get an answer from Lamar on Saturday.

So, knowing Lee didn't receive a letter with her check stating an official reason, was I now also being blamed for the incident at Bears? Not to throw Lee under the bus, but to be technical, we are not the same person and I didn't make that call, so how could my Membership be in jeopardy?

What else could it be?

Later that evening I spoke with Committee Member, Sally Stephens who without hesitation agreed what we witnessed warranted a call. She advised me to request a letter of reason be issued in writing.

I went home that night and wrote a letter to Director Peterson, stating that I would need a letter post mailed containing an official reason for my revoking. I planned to leave it for her on Saturday when I talked to someone, in hopes of getting an answer. ... The whole event of that night left me with anxiety, as I anxiously waited for Saturday to arrive.

When I arrived at the office, I spoke with Lamar, curiously he answered like a robot and offered the same response to everything I asked him, "I don't have that answer." Eventually he deferred me to speak to Lora LaMarca the head of Marketing when she returned on Tuesday. As I was wrapping up my persistent questioning, he offered that we had, "Violated Terms and Policy (of Membership)."

I asked where these "Terms" are as they are not given with Membership material and they are not posted in the Membership office. Curiously, the guy who is in Membership Sales, not only doesn't know what the "Terms" are, is not in possession of a copy of them.

#5 * Blamed and Slandered

Lee had written an email to the Guardian Committee as she had not been receiving the benefits listed and her Membership would becoming up for renewal in a few months. Honestly, Lee was feeling slighted and curious whether she had been deliberately left off of an email listing for event notices.

The last one she had received was for a Guardian appreciation event. She invited me as her guest and at first it was fine, but by the end I was appalled and offended. Director Peterson, as the face of the Zoo, made her way around the room personally thanking all the Guardians for their donations (remember $1000.00). She snubbed Lee! In my opinion this is very bad. No matter what she may think of Lee (or I) for our zealous passion about the Zoo and its Animals, Lee donated a $1000.00 by buying the Guardian level Membership. She deserved the respect the other donors got, not to be rudely passed over.

On Monday February 14, 2011, Lee received an email from Director Peterson.

Dear Lee:

... I understand you were involved in the false alarm at the bear grottos last weekend. You may or may not realize that your call resulted in an armed response, which put both staff and animals in jeopardy.

Lastly, we will be refunding your Guardian membership. Please look for a check sometime this week.

Sincerely,
Tanya Peterson

Tanya M. Peterson

Executive Director and President

San Francisco Zoological Society

One Zoo Road

San Francisco, CA 94132-1098

Tel.: 415-753-7119

To say the least, Lee was devastated by this. The Zoo is very dear to both of us. For Director Peterson to accuse her of putting anyone in danger and with that statement accusing her of making an inappropriate call, was very hurtful. In addition noting the refund in the same breath, made it sound like she wasn't welcome there anymore.

Director Peterson definitely slandered Lee with her statement, but I looked at the refund as a statement on the Zoo's part that because of Lee's dissatisfaction and their inability to provide the benefits listed, they were refunding her.

When Lee received her refund check later in the week, there was no letter, just a check stating, "Cancellation and Reimbursement of Membership Fees."

When we went to the Zoo on Saturday February 19, 2011, I upped my Membership and paid the additional $20 to add Lee to my Membership. The office ran my credit card and gave me a card with Lee's name on it.

#4 * The Bear Incident

One of my constant complaints had been regarding Security. It is better since the change of Company, but there is still constantly Visitors misbehaving in so many ways towards the Animals. I have zero tolerance for this. I have given many suggestions on how to deter this behavior, they have not been taken into consideration. ... Recently I even got into a discussion on the Zoo's Facebook page, about ways to have the Respect the Animals message out there on the grounds more. The Zoo banned me from being able to post comments on their site.

I know part of it is they don't have enough Security on the grounds. I'm sure its a funding thing, but there are alot of Docents that then should pick up the slack and most don't. Lee and I both are very good at spotting misconduct and when its something we can handle, we have. Telling Visitors not to smoke, not to roar at the Cats, not to tap on the glass, ect.

On Saturday February 5, the Zoo was very crowded. After witnessing much unruliness in the Lion House we went to Bears. The Bear grotto area was packed and there was general unruliness, people running about yelling, and smokers. I made a call to the number posted on the Respect the Animals signs, that states to report any misbehavior. I requested they send Security regarding the smoking. I know the Security and figured when they got there I would tell them of the unruliness and they could handle it. When I hung up, Lee came walking toward me upset that she had seen a guy jumping from the Animal side of the barrier to the Visitor side. I suggested she call and report that, as there had been times in the past the gal answering the "ER" phone line doesn't dispatch the calls promptly. I had recently called regarding an Animal bleeding and on the follow up call learned she hadn't called a Keeper as I requested. Unbelievable! So, Lee called the number and reported "Seeing someone who had been over the barrier..." that was all Lee got out before the gal hung up on her, not listening to her full report that would state, that the person was now back on the Visitor side.

Soon, the Bear Keeper ran out and past us, with several other Keepers on his tail. Security and more Keepers swarmed the area and a vehicle blaring sirens was on the scene. We were shaken and horrified that the call was dispatched in such a way that an all out code red had been put into to effect.

We left the area as instructed but at this point there was no stopping it, so we went to the Lion House and spoke with one of the Security staff, Gisella. I gave the details of our calls and she said there had been a third call reporting, "Three people over the barrier." We felt good that Lee had reported what she witnessed, as if farther down more was happening and no one had called, who knows what the outcome would have been. ... I compare it to the Visitors who saw the Lions being taunted prior to the Tiger event. Had someone made a call then, Tatiana may still be alive.

After talking about it all weekend and still feeling shaken, by Monday I had decided I needed to go out there and talk to someone and let them know how Lee's call was handled, so they can identify any flaws in the way it was dispatched. Had I not, I felt they would never know and therefore not be able to fix things, which could have a dire result in the future.

I talked to the head of Guest Services, Durant and the head of Operations, Deb Howe, both said, "There was a third call reporting a couple and a solo guy. ... We were right to report what we witnessed. ... There were dispatch errors that they were working on." In fact, the Operations gal went into detail about how the calls are received, dispatched and what changes and training she was planning to implement. I was thanked for always reporting misbehavior.

#3 * Not of value

In 2009 I had initiated an email correspondence with the Zoo's Director. Tanya Peterson. Since I had been on the grounds so much, and rarely see any Staff above Keeper level, I thought I would relay some suggestions and ideas that might be valuable.

This correspondence was always responded to and seemed welcomed, as I would always get a "Thank you."

The suggestions ranged from, ideas about how to endear Visitors, fundraising, ways to better Member's Morning events, and how to better utilize the limited Security. It was always very frustrating to see areas where there could be improvement, yet nothing being done the change it.

One comment that did make its way to light, was in the wake of the Grizzly Trespassing event in November 2009. When I heard the news, I was horrified. All I could think of was how Tatiana lost her life because of human misbehavior. I emailed the Director that night and pretty upset, questioned why the Zoo remains open til 5p in the Winter, noting that it starts to get dark by then. I have never liked that people are left unattended (no Security presence) at the far end of the Zoo near closing hours. Visitors should have to start moving towards the entrance at least a half hour before. What was most disturbing about this was that it had been two years since the Tiger event and no Staff member had thought of this. At the next Joint Zoo Committee Meeting (a few days later), Director Peterson put forth that they would like to change the hours in the Winter.

I had started becoming tired of nothing ever changing when I saw the Director Peterson in an interview online where she said, "The Zoo is not financially dire." I had to throw my hands up and wonder what parallel universe she was living on. I stopped sending her my ideas.

Lee who had also started to submit ideas stopped. She had even met with Director, Peterson under the pretense of discussing ideas, mainly one for a Memorial Garden. Director Peterson never explored the ideas.

We both just stayed content to grumble to ourselves about the great things that could be done, to make the Zoo all it could be. We figured by getting the most awesome experience in making the Enrichment toys for the Big Cats and Bears, at least we were doing something great for them.

The only time we would contact Director Peterson was when we felt there was a concern regarding an Animal. That was until Curator MacDonald took away the Enrichments. At that time, we began a series of emails because this was a direct offense against the Animals.

It seemed at that point, we began to wear the label of "troublemakers." I had been told by Staff that Management allegedly didn't like people with opinions, even people who worked there had allegedly been fired for speaking above their immediate supervisor. I think this is a ridiculous way to run an organization. I also realized that my suggestions along with any constructive criticism, was not of value.

#2 * A Bit o' Backstory

I am a Richmond District, San Francisco Native and Resident. The SFZOO is my lifelong Zoo and I have been a member most of my adult life. Over the past couple years I have been in the position to be able to visit the Zoo more regularly, sometimes, up to three times a week. During this time I yformed friendships with many on the Keeper Staff, assorted other Staff, Docents and Zoo Members. I have had the great opportunity to learn more about the Animals that live there, who I call my Zoo Friends. They gave me comfort in a difficult time and the Zoo had become the most dear place to me outside my home.

Two years ago I met Lee, who was a Docent at the time. We both shared a great love for the Zoo Friends and became friends ourselves. Last summer, Lee renewed her membership at Guardian Level which means you pay $1000.00 for a one year membership.

With Lee having been a Docent and both of us loving to share what we know, we would engage Visitors with information on every visit. That snowballed into the mission for my original blog, goober's sfzoo friends. I was tired of hearing people talk negatively about a place I love, as well post all over the internet in such places as yelp, and felt I could make a difference in the perception by educating and therefore hopefully endearing people to the Animals and the Zoo, as I had become.

One of our most favorite things is to see the Friends when the get Enrichment toys, like during the Halloween and Christmas events. Before the Zoo allegedly fired the gal who used to be in charge of Member's Mornings, she would often plan that monthly event around an Animals birthday.

Because our love of Cats is so strong, last February we asked the Big Cat Keeper if we could make something for the Lions as a collective Birthday, since we had missed two and a third was coming up. She was enthusiastic and a new tradition was born. We started making Enrichment toys on a weekly basis, until October, in which the Curator of Carnivores, Corinne MacDonald stepped in and took this fun away from the Cats (you can read more about this and see some wonderful photos on my blog, the big cat nip).

I was also lucky enough to be part of a small group of people who made donations to purchase a bench in Tatiana's memory, of which I did in my own passed kitty's memory.

This backstory is to illustrate how dedicated both Lee and I are to the Zoo Friends, and at one time the Zoo.

#1 * Welcome

If you are reading this blog, you have either been linked from the youtube video titled "A San Francisco Zoo Crime" or you have found it by searching one of the tags.

Please note that this isn't a bash the Zoo blog, it is simply a forum to state the facts and experience I (Kim aka leo811) have had as a San Francisco Zoo member. The San Francisco Zoo revoked the Memberships of myself and my friend Lee, refunding our Fee's and giving us no reason. I have tried to get an official reason and since I haven't been able to, I must let the public know of this outrageous action. Maybe you, the public won't care either, but if you do, please say so via the comment option.

If you would like to read about the crime, please continue reading the entries in this blog and view the before mentioned video here: http://www.youtube.com/watch?v=37Q2IONIngA

I love the Animals who live at the Zoo and recommend that you support the Zoo and the Keepers who are their care givers, by visiting them. That is all I can say in support at this point.

It wasn't always that way, in fact I have extensive information about the Zoo and the Animals that live there on two blogs, as well a photosite and videos on my youtube channel. From what I've seen, more than any other site on the SFZOO, including their own.

Please visit my SFZOO related sites to learn more about the Residents. Enjoy!

Learn more about all the Zoo Residents here:
http://gooberssfzoofriends.blogspot.com

See the animals with Enrichment toys made by me and my friend.
http://thebigcatnip.blogspot.com

See thousands of photos of the zoo residents here:
http://gooberssfzoofriends.shutterfly.com

See a hundred plus video clips of the zoo friends here:
http://www.youtube.com/user/leo811sf

Read more about Padang and her milestone birthday here:
http://tigerbirthday.blogspot.com

Read more about Ulu, her milestone birthday and her bear friends birthdays here: http://bearbirthdays.blogspot.com

ADDED 6.30.11 Blogs I've unfortunately HAD to write.

San Francisco Zoo curiosities:
http://sanfranciscozoofails.blogspot.com/

Andean Bear Lives on Concrete
http://projectgetwishbonegrass.blogspot.com

Sign Wishy's Petition for Grass!
http://www.thepetitionsite.com/2/project-get-wishbone-grass-andean-bear-lives-on-concrete/