Swansea Mall
262 Swansea Mall Drive, Suite 775
Swansea, Massachusetts 02777
Phone: 508-679-2543
http://www.visitswanseamall.com/html/index18.asp
In all of my years I’ve never felt so embarrassed and humiliated as I did today doing a wheelchair accessibility review of the Swansea Mall. But before I tell you about our dreadful experience let me first tell you about our wheelchair accessibility review of the Swansea Mall.
There are two main entry doors, one leading into a foyer and the other leading into the mall. Both doors are wide and sliding automatic doors which are my favorite kind of automatic doors. The Swansea Mall is all one level so you don’t have to worry where the elevators are located. You will encounter some steps but you’ll always find a wheelchair accessible ramp by the steps. Today, the food court was very crowded but there was plenty of room for me to maneuver my wheelchair around the there were plenty of tables. The table height was good for my wheelchair. The restrooms are located near the food court which are very wheelchair accessible and have all the ADA requirements.
Now let me tell you about our humiliating experience. After we were exiting the mall I realized that we forgot to take a picture of the food court and tables. Tony, my friend offered to go back into the mall to the take pictures while my friend Kevin and I waited in the van. Tony took a very long time coming back to the van and then we saw him being escorted by a security officer. Well, Tony told us this security officer approached him and asked what was he doing taking pictures? Tony told him that the pictures are for my website and we were doing a wheelchair accessibility review of Swansea Mall.
The security officer told him that the pictures were not allowed due to the mall being private property and because of copyright issues. The security office also told Tony that recently they had an experience with terrorists taking pictures at the mall and the terrorist was expedited. The security officer then asked Tony to go with him to the office to speak with the head security officer for they needed to gather some information and delete the pictures from my camera. Tony told security he was in a rush and offered to delete all the pictures then and there. The security officer called Deborah Gagnon, head of security and she insisted that the security officer take Tony to her office. She questioned Tony and asked him why he was taking pictures and he told her it was for a wheelchair accessibility review for ‘The Traveling Wheelchair’ website. He also explained the website is to help other disabled know what places are accessible and what places are not.
Deborah insisted that Tony delete all the pictures we had taken of the automatic doors and ramps in the mall. He told me that she looked over his shoulders to make sure they were all deleted. She then asked to see a business card which he didn’t have with him so the security officer and Tony walked outside to the van to get a business card.
Tony introduced me to the security officer. We went to pull out a business card from my backpack and realized we didn’t have any with us. Tony pointed out that my backpack had “The Traveling Wheelchair” by Kenny and Company embroided on it yet the security officer obviously didn’t believe us for he took out a piece of paper and wrote the license number of our van on it before he let us go. He also told us that we were not to take any pictures of the outside of the mall.
Normally, I would have given the Swansea Mall Five Stars for wheelchair accessibility. I’ve decided to give the Swansea Mall ZERO STARS because the security officer and Deborah treated my friends and I like we were criminals or terrorists with no sensitivity or respect whatsoever. I’m sure Security Office at Swansea Mall has Internet access and it would have only taken a quick minute to look up ‘The Traveling Wheelchair’ website to realize that we were all telling the truth.
June 26th, 2008 at 10:20 pm
I won’t be visiting this mall again! How awful that they would not want the disabled to know how accessible it is!! You lost my business Swansea Mall!!!
June 26th, 2008 at 10:23 pm
Wow! What is wrong with these people? Why didn’t they just look the site up and see you guys were telling the truth. I’m sure they have internet in the mall and in their office. I agree with Richard let’s boycott this mall. I’d call management and alert them to this review and maybe he’ll offer an apology and maybe he’ll teach his staff they need to treat people better at this dreadful mall. I’ll take my business to Providence Place Mall.
June 26th, 2008 at 10:25 pm
gee I shocked. I love Swansea Mall but I’ll take my business else where from now on. I’m gonna write Swansea Mall and let them know I’ll be shopping in another mall from now on too.
June 26th, 2008 at 10:30 pm
this is upsetting to me too! I think you guys are providing a great service. I don’t understand Swansea Mall’s security at all. They should have checked out Your story and I think I’d do as suggested above, report this to the management at Swansea Mall. I’m so sorry you got treated this way. I’ll take my business to Providence Place Mall as well. I think I’d make sure they see how many people are upset by this and see how many people will no longer be going to Swansea Mall as a result of this.
June 26th, 2008 at 10:33 pm
I so upset to see this and I won’t be going to Swansea Mall either! I used to love this mall but I won’t stand for this BS!
June 27th, 2008 at 11:37 am
Kenny, I am so sorry that you had to experience this! Shame on them! Keep up the good work! Proud of you!
June 27th, 2008 at 5:40 pm
My younger brother has been in a wheelchair since he was born. I have always shopped at the Swansea mall with him, I have never had problems with the security there and in fact I have found them extremely kind and caring, I see your paragraph as rude and slanderous towards the security officer. Due to the current level of Homeland security i see it as being completely appropriate and dont understand why you would be embarassed. Nothing makes you special and my brother feels the same way.Its not how about you look which makes you a terrorist it doesnt matter, its called DOMESTIC terrorism anybody anywhere.And by the way, good luck boycotting the mall because no mall around is as accessible as this one.
June 27th, 2008 at 6:19 pm
I have a few things to say, since I work in public safety….So I need everyone to follow why things happen the way they happen.
1) Since 9-11 there has been hightened security throughout airports, general gatherings, parks, concerts and in malls. So you must understand that terrorists plan have to attack places of gathereing where large amounts of people gather. We make perfect TARGETS if we are not careful and protect you the consumer!
2) Has everyone already forgotten all the MALL SHOOTINGS! These can happen at any mall from big cities to small midwesteren towns. We here in Swansea are not immune to this. This COULD happen in our own back yard. Again they are protecting you the consumer.
3) Even though this is a public gathering point, this is private property and management has rules. They hire teams to help with public relations and advertisement. Even though I agree that what you are doing is admirable and necessary work for people who would find this information helpful. Management at the mall surley has rules regarding a situtation like this. Perhaps a quick call or visit by you or your staff should have been adventageous.
4) I would welcome any added security if it PROTECT me and my family!!!! enough said!
5) There are always 3 sides to any story. Yours, the security/mall personnel and the truth. I am very sure that is was made out to be more than it really was.
6) Lastly there are laws that protect people with handicaps. if a building does not meet current codes there are means to correct the problems. Although I agree again what your intent is, there is a better mechanism to succeed in your obtaining your goal.
June 27th, 2008 at 8:06 pm
John and Jeff You are really missing the point! What does taking pictures to show the mall accessibility have to do with all you have to say? I guess you can come up all kinds of BS to avoid the issue at hand but most will see you are going on about all sorts of things that have nothing to do with what Kenny and Co. were doing. Scare tactics are so easy and to make such a long stretch to put that with them doing a review of the mall is just DUMB!
Your wrong there are some laws but for state and federal buildings and “private” places like malls don’t have to follow them so the info. on this site is VERY VALUABLE! I guess it’s good to be ignorant of the facts and attack without understanding them fully. I’ll stay away from Swansea Mall. Providence Place is already taking most of their business away and I’ll take my business there too.
I know all these fine men and they don’t lie or slander anyone or any place.
June 27th, 2008 at 8:57 pm
Nicole,
Perhaps I am missing the big picture. However I do disagree with your first statement right from the beginning. There is a lot a picture can tell you about accessability. Perhaps when you work in the field of public safety and in homeland security you will fully understand. So NO my concern is not BS nor scare tactics!
In fact I applaud what Kenny and Co. are doing, however at the simplest level permission prior to the pictorial from managment should have been obtained. How would you like it if I come to your home or business and start snapping pictures.
just my 0.02$
June 27th, 2008 at 11:20 pm
John very good point my friend i think a few red flags would come up if we walked into your home or any place that you are involved in and began taking pictures with no permission. Not only the fact of Homeland security we also have to deal with rising population of sexual predators, all i have to say is a simple call to mall to let them know what you are doing would have been a good idea. I also see it as BS to slander someones ENTIRE name on a website which had no relevance at all to what you were trying to accomplish , it shouldnt be about how embarrassed you were it should be about how accessable the mall is to the people who are not as fortunate to make it to any other mall…now thats something you should be embarrassed about….
June 28th, 2008 at 12:18 am
I’m a part of & co. look under the tab and you’ll see who I am. I was not there the day they went to Swansea Mall but I did talk to all who were there. It was clear that Mall Security didn’t care about what they were doing. If it was about getting permission why did the female security guard insist they erase all pictures and watched as one of Tony erased the all the pictures. She didn’t say why don’t you get permission? NO they demanded they erase all the pics. and watched as they did. Mall Security also followed them out to the parking lot and took down the plate number. I’m sure Swansea Mall has internet access, they could have looked up the site and seen they were telling the truth instead treated
a handicapped man and his friends like criminals, that is what is EMBARRASSING! SWANSEA MALL SECURITY SHOULD BE EMBARRASSED AND ASHAMED OF THEMSELVES!
John and Jeff were you the security guards at the Mall? You seem to suggest this would not have happened if they called and let them know ahead of time and seems you are aware of the policy at this mall. I’m curious if you are the people at Mall security why not just come out and express this? Not to mention you keep coming back here, not just a passing interest.
I have been with Kenny on many of his reviews and NO ONE AT ANY MALL HAS EVER TREATED US THIS WAY!! Except the Security at Swansea Mall. I have been asked once by South Shore Plaza about taking picutes and I told him and he checked it out and told me it was ok to keep the pictures so I do understand why security are watching people. I also understand Mall Security is not there to be bully’s either. Such as what happened here.
If you can only justify these actions of Mall Security by putting Kenny & Co. on the same level as people who murder people at malls, Terrorists and Sexual Predators you are really reaching and I guess it’s the only way you can justify this. Mall Security over re-acted in this case and a simple look at the site would have and should have cleared this up.
JEFF,The way you are treated is without a doubt one of the issues at hand that this site deals with. Comparing invading someones home to take pictures to going to a public shopping center, like a mall? Keep reaching you might grab something! What I don’t know though. Those 2 issues are so totally different. Find something that is comparable to make such a case. Bad example but if it’s all you can come up with to make this case to justify the actions of Swansea Mall Security. I guess it’s all you can do to justify the over re-actions by Swansea Mall Security on this day.
June 28th, 2008 at 10:57 am
Hi Jeff and John,
Everyone is entitled to their opinion and in no way did I or anyone from ‘Kenny and Company’ write slanderous comments about the security officers in our review of Swansea Mall. We just stated the facts of what occurred.
Kenny and Company do understand the importance of Homeland Security and we do appreciate that our law enforcement officers and security company employees try to protect the public from Terrorist, Criminals and Sexual Predators. None of which we are.
In the future Kenny and Company will ask security if we can take pictures in a malls. We’ve been to many places and when we’ve seen a sign “no pictures allowed”, we have always respected the wishes of the place or asked permission before we take any pictures. We didn’t see any signs at Swansea Mall or any other mall we’ve visited stating no pictures allowed so we assumed we could.
Swansea security people could have handled the situation with a lot more respect than what they did. It would have only taken a minute for Swansea security to check out ‘The Traveling Wheelchair’ website before they asked Tony to delete the pictures. We do think the pictures in our reviews are very helpful so people can see exactly what we are describing is or is not accessible.
And Jeff, you’re right in that nothing makes me “special” but thought you should know that I’ve never thought myself to be “special” or ever expected to be treated “special”. All I’ve ever asked is that I be treated with respect and dignity.
‘The Traveling Wheelchair’ website is a lot more than just about wheelchair accessibility.
Our mission is: “To help make the world more sensitive, respectful and accessible to all.”
I hope one day we accomplish our mission.
We are truly sorry if we offended you personally in any way.
Thanks,
Kenny and “Company”
June 28th, 2008 at 2:20 pm
Dear Kenny & Company, et., al., Jeff and John, et., al.
First off, Kenny & Company, I applaud and salute you on your effort. It is indeed a great contribution to society, in my opinion.
Now, I could state some of my credentials, but there’s really no need to deal that deep into specifics. Suffice it to say that I have been both, a cop, a security practitioner (which I still am, once one, always one) and a landlord.
Please forgive me if this sounds like an attack on you. It most certainly is not. It is simply my take/perspective on this, if you will.
From where I stand, I see the following;
a. Someone who is willing to “make himself a victim” under certain, and very specific cirumstances, considering the overall situation.
b. A security officer, who is following a directive, due to (chances are) a precedent of some kind. As it is standard operating procedure for many establishments these days.
c. An apparent lack of regard for some basic and simple, yet greatly obviated courtesies. (May I point that; Even the media, and in most instances Law Enforcement seek prior approval from a landlord before entering their premises during routine activities)
d. The wrongful expectation of many people for others to simply accept things at face value, considering our current state of affairs.
The fact of the matter is; The Mall is private property, period. You are generally granted access so that you may patronize it’s tenants. Not so that you may engage in what could be considered “suspicious or threatening behavior”, and make no mistake about it, there is plenty of precedent to consider this suspicious and threatening behavior. Others have done a fine job of pointing those out already.
Neither the officer, nor the chief, engage in illegal behavior by demanding that you delete the pictures. They were neither legally, nor morally obligated to allow you to take said pictures to begin with. The reason for this is simple; you neglected the basic and simple courtesy of requesting access prior to your taking the pictures. By your taking unauthorized pictures, you engaged in suspicious behavior, and they were then, legally authorized to engage you and “recover” the pictures. After all, they are looking out for you and other patrons, whether you wish to believe/accept this, or not. Those of us who are in this, really don’t do it for the money. Nor do we do it because of the kudos or the pat on the back we get from the rest of society. We actually do it because we care! Most of us anyway…
The fact that your friend, and yourself, decided to identify yourselves “post incident” makes no difference at that point. You had already engaged in suspicious behavior, and now I have no reason whatsoever to believe anything you may have to say, wheelchair or not.
I could tell you a story or three about “handicapped” people I have intervened with, who have engaged in less than honorable and socially unacceptable behavior. Their reasons, stories and justification for their actions are no different than those of the bipedal persuasion.
Lastly, in this may be to your benefit as well as the benefit of others reading this; There’s absolutely nothing wrong with believing in a cause, and acting (legally and socially acceptably) upon it. Just be sure to extend to others the very basic courtesies that you expect for yourself from others.
February 1st, 2009 at 1:24 pm
Wow, I just found this site and guess what? I believe this story 100%. There are major issues with this malls security. They get away with everything and think thier police officers. I witnessed a security guard punching a teenager more than once then hit an inocent bystander by accident. The police came and they demanded all witnesses leave. Why? Because one of the security guards (the one that hit the teenager) is a football coach and of course the police department and security are all hush, hush…No charges were pressed. It’s so sad to say my little one zip code town is going so down hill and please no one use the excuse of 911 because it wont work. Everything I witnessed at that mall is documented for the passeight years so, if someone knows of a contact higher than Donna (head of security) please let me know.
February 1st, 2009 at 2:49 pm
Hi Carol,
We appreciate your feedback. We have not and will not ever go back to Swansea Mall after the way we were treated so rudely by the mall security.
Since you are a resident of Swansea, you may want to contact your State Senator and Representative and let them know what you’ve witnessed security doing at the mall. Your State Senator and Representative is listed on the State website at http://www.mass.gov/legis/city_town.htm as:
Senator Joan M. Menard
Representative Steven D’Amico:- precincts one, three, four and five
Representative Patricia A. Haddad :- precinct two
Thanks Again.
Kenny & co
February 3rd, 2009 at 1:28 pm
My mother found this site, told me what happened and i to have witnessed the power rage these tiny mall security guards can have with the customers that enter and leave the mall. I own a custom truck two tone paint and i was asked to move the truck due to taking up two spots…while everone else even the security truck taking up two spots due to the snow and ice making it hard to see the lines. I mentioned the situation when asked to move and was told to move my F….. truck so i did. while doing this three teenageres questioned the security guard on his actions and a fight broke out when an off the clock security guard came out and hit one of the kids and an inoccent bystandered. i ran back to them split the fight up while one security just stood there watching and people scared to use that exit. After i split it up and told the off duty security guard to wait inside, another security guard that came after told me to leave due to the fact he didnt want witnesses telling the cops we saw the security guard hit two teenagers. Four days after this I drove my mother to the mall to go shopping and pick up my contacts, when the same security guard drove by us and gave us a dirty look while saying something under his breath. Now last sat. i had to pick up my cusin and his pregnant girlfriend from the mall to go bowling which we do every sat. and the same security guard told me to move due to blocking the fire zone which is understandable even when they block it for hours at a time when there writting their information when entering or leaving there shift in the truck. So i simple mentioned “im sorry, it will take 30 sec, im picking up my cusin and his preg.” Before i could finish the security guard screamed i dont care move or im calling the cops. I moved and got out of the truck to talk it over with him due to the three situations we had prior to this i felt some misunderstanding on our parts and maybe it could be resolved by talking. When i tried speaking very calmly to this man he flipped making me have to treat him like a two year old and tell him okay shut up and listen. I told him i understand what i did but as an adult i do not need to be treated so rudly a simple hi sir can you please move would have done just fine. This man wasnt hearing it and continued to use loud forceful words, so I said fine ill be contacting your company or managment with harrasment charges. He called in another security guard when i left it as that and when i walked towards this security guard with my hands up and calmly said you know what Ross,( showing i was calm and wanting to talk as an adult which the other man couldnt seem to handle) i was told to back off and dont come at him like that. i was standing 15 feet away from this man with my hands up and he treated me like i had a gun in my hand. He told me i was on thin Fu….. ice and told me if i had to problem talk to his supervisor. Which isnt much better of a talker as he was, so I mentioned that this treatment is insane and not called for and being a 35 yr old sercurity guard must be a great caree at that age. With that one little opinion of mine i was trespassed from the mall. My freedom of speech ( which was a little opinion of mine that didnt threaten anyone)was taken away by an over powertriped mall security guard. Im not saying i have a right to park in that spot or take two spots but i do have the right to be treated with some kind of kindness and treated as an adult and not some crimminal of the streets and be harrased liked one.
February 3rd, 2009 at 7:14 pm
I suggest that Carol and Justin report these incidences that they’ve witnessed at the Attorney Generals Consumer Protection Office and the link is: http://www.mass.gov/?pageID=cagotopic&L=2&L0=Home&L1=Consumer+Protection&sid=Cago
There clearly is a problem at this mall. These GROSS VOLIATIONS by Swansea Mall Security need to be addressed and dealt with as they seem to only get worse and worse.
I’d also contact your local State Police at (508)923-4014, The Swansea State Police come out of the Middleboro State Police Headquarters.
It might be best to report these with the State Police if you feel that the local officials will ignore your complaints.
February 3rd, 2009 at 8:49 pm
Kenny, My son contacted the manangement of Swansea Mall and told his story (starting at the bottom and working up) he claimed he should be speaking to Donna which we all know how that is. After my son told him everything he said he’d get to the bottom of the story and call him back. Again, we all know where this is leading but that’s ok with me because now I’m going to fax him my issues along with my recommendations to rid of some security and maybe talk to Providence mall as they seem very in tact with their surroundings and don’t run around like rent a cops. Once I do this then there is a paper trail and if some things don’t get resolved I the tax payer will work my way up with my complaints until something is done. Funny thing is one of the security guards is trying to get into the school commitee (totally wrong postion for some who doesn’t have childrens interested at heart) his wife also left him (gee, I wonder why). Sorry, we’re a one zip code town and word spreads like wild fire (I just use it ask amo)lol… Would you mind If I printed your story for mall management to view? If not I will respect that. Carol
February 3rd, 2009 at 9:11 pm
Carol, You have my permission to print my story along with all of the comments posted under my Swansea Mall review. I wish you the Best of Luck. Kenny
February 4th, 2009 at 1:12 pm
Thanks Kenny and I’ll email you with any inportant updates. I use to be a PCA for Cerabral Palsy of MA so your story hit my heart like many others.
May 23rd, 2009 at 8:03 am
This may be a bit late, I just stumbled on to this page but just FYI: General Growth Properties, managers of the Swansea mall, subcontract security services to IPC International (http://www.ipcinternational.com/) which is an international security firm specializing in shopping center security. If I were you I’d contact both GGP, as the company managing the contract, -and- IPC as the contractor. It would be more effective to contact the corporate offices of these companies rather than the State Police or your senator.
June 24th, 2009 at 10:02 am
Looking for information on local malls, I came across your site and story, and am glad I did. I’m sorry for what was done to you and your friends, and I will go out of my way not to shop there.
Most people in positions of petty authority who excuse their controlling behavior by claiming it’s for our protection are lying. The few who truly believe what they say are certainly hard-of-thinking and perhaps diagnosable too. Both should be told to find other work.
May 4th, 2010 at 12:19 pm
You guys should have consulted mall security before taking pictures in the first place. It’s very rude to go to a privately owned place and treat it like it’s your own just because it’s accesible to the public. The guard is just doing his job. Although your intentions were noble (to say the least), you should have asked permission before taking the pictures. Had you done that this whole debacle would have been avoided. The Swansea Mall should get a 5 star wheelchair accessibility rating; just because a security guard gave you a bad day doesn’t mean the place is any less wheelchair accessible. Not that I condone the guard’s behavior, but they did have a terrorist threat and that would put my mind on edge as well.
May 4th, 2010 at 7:58 pm
Hi Jon, You’re right, the mall does deserve 5 Stars for accessibility yet my friends and I also rate on how we were treated. We gave security our Traveling Wheelchair card and he saw the website but still threatened to arrest my friend unless he deleted the pictures from the camera. We had just started my website but now ask if ok to take pics in a mall.