Foxwoods Casino Needs To Apologize To Bristol Handicapped Man

Foxwoods Resort Casino in Southeastern Connecticut may be the biggest casino in North America, but it may want to learn a lesson from the way they treated John Duquette, a handicapped person who went to the casino with his wife Joyce on May 31.

Joyce and John Duquette of Bristol, wrote to me last month after they received their credit card statement. They weren’t upset about losing money at the slots, they were outraged by the charges for damage a scooter caused and by the way they were treated by security personnel.

They said John rented a scooter at the casino that morning because he has trouble walking and were chased down later in the afternoon by a security guard.

“Around 3:30 p.m. a security person approached my husband and asked his name. He replied and was then asked if he had been at the MGM in the morning. He said he had been. He was asked to accompany a security guard back to the MGM hotel,” they wrote me.

They said both security people told them they had no idea why they were wanted.

“Upon arriving at MGM we were directed to a security supervisor, whose name I don’t think was ever given. My husband was asked by her, in an accusing tone of voice, if he remembered hitting a panel on the perimeter of the casino. He said he did remember bumping one with the scooter as he tried to maneuver out of a tight area,” they wrote me.

“This supervisor angrily stated that he had cracked the panel and he would need to pay for a replacement. She told us “Engineering” informed her it would cost $800. In her next breath she asked if he would be paying cash or with a credit card. We were stunned. The supervisors attitude was very angry and unprofessional. She made us feel like we were criminals,” they wrote me.

They said they were “so upset and embarrassed” that they turned over a credit card, paying $800 for the alleged damages plus a $43.99 fee to use the credit card.

On top of that, their credit card charged them an additional $33.75 because the casino had put the transaction through as a cash advance.

“When we returned the scooter, my husband told a gentleman from Scooter A Long, what had happened. He did inform my husband that when he signed for the scooter he had accepted responsibility for any damages. This is new and was required by Foxwoods. I don’t feel his signature entitled Foxwoods to belittle and treat him like a criminal that had committed a heinous crime,” their letter said.

“She was just nasty,” Joyce told me in a phone interview. “There was no reason for it.”

“Our primary objective is to provide our guests with the best entertainment experience available anywhere, and we strive to create a positive & welcoming environment for all. Our policies – including those relating to property damage and reimbursement – are designed to ensure the comfort and safety of our patrons,” responded Tara Gregson, vice president of branding for Foxwoods in a written payment sent by Nicole Morales, the casino’s public relations representative.

There was no response to the specific claims made by the couple, and getting even the one sentence response took effort on my part.

I sent Morales an email containing the allegations on July 19. After not getting any response I called Morales and left a voice mail on Aug. 5. It took a second call to another public relations person at her firm on Aug. 8 before I did receive a response.

If John caused damage at the casino he should definitely pay for it. But the way Foxwoods handled it was sleazy. They should have presented the couple with an invoice detailing the damage and the cost of repair. They should also have let the couple make arrangements to pay for the repairs without having to pay extra credit card fees.

And if the security manager’s actions were accurate described, the casino should have apologized. And if the manager was professional, the casino should say that. Otherwise they leave themselves open to the following claim, which the couple used as the last paragraph in their complaint:

“Handicapped – Beware at Foxwoods. Don’t let what should be a day of fun and freedom become one of fear, embarrassment and belittling.”


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7 Comments on "Foxwoods Casino Needs To Apologize To Bristol Handicapped Man"

  1. old people shouldnt be wasting their money gambling.

    • Sensible Citizen | August 14, 2011 at 2:50 am |

      Does anyone tell you what should done with YOUR money?

      Perhaps they should just sit at home and wait to die?

  2. Don’t worry. Once Massachusetts approves three casinos, MGM Grand at Foxwoods is going to have to become a time-share. The Mashantucket Tribe won’t be able to carry the debt on either casino. Just imagine — UMass Dartmouth studies estimate 36% of FW business comes from MA; 16% comes from RI; and 4% comes from New Hampshire/Maine. How much of that existing 56% of FW business is going to continue to drive to southeastern CT when it will be closer to MA casinos?

  3. docqualizer | August 16, 2011 at 1:42 pm |

    The way Foxwoods treated this couple is at the very least SHAMEFUL. If a panel WAS damaged by this gentleman’s cart, then of course he should pay for the damages. But the attitude portrayed by Foxwoods and the scooter company would give me pause about setting foot ever again in the casino.

  4. Jeff Szankovics | August 28, 2011 at 3:33 am |

    So you’re telling me you people would be nice and understanding to someone who lost contrl of their car and smashed into your garage door? Or would you fume and get angry? That’s what I thought. Him being handicapped has absolutely NO bearing on the request that he pay for the damages he caused. Also I’m fairly certain that the situation do NOT happen a described.

  5. Does anyone see a pattern in the way Foxwoods Casino treats the senior and handicapped citizens? It happend to me almost 2yrs. ago and haven’t returned since. My money is now being spent at Mohegan Sun and getting a lot of respect.I hope every senior continues to boycott Foxwoods and goes to Mohegan Sun for the respct they deserve!!!

  6. I rented a scooter on April 16 2017 at Foxwoods in Ct.
    While standing at the scooter renter desk a scooter renter employee named Evans just barely missed me with a scooter he was driving while I was standing at desk.
    He was standing with knee on seat while driving the scooter from lobby to put scooter behind the counter. He was going very fast and reckless. If I had moved by 2 inches he would have hit me. I was terrified and felt violated by his actions. He had to go thru the door near the desk for customer service.
    Then he went to the desk and I asked him about my reservation and told him my name. He just walked away without a word and brought it out in front of desk. Then a lady think named Jackie came over to desk with paperwork. We asked why he was so rude and reckless and he almost hit us with scooter. She also did not apologize for him and he just walked away from her and us.
    She was doing the paperwork and had already charged my points on my card. When asked for a receipt she said could not give it to me.
    What gave her the right to charge my card with out my permission. We expect a receipt of transaction and s copy of what she has us sign.
    Please review this and advise me about this situation. If you email me I can give you my phone number.

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