The Gimp Gets Left Out In The Cold

Business Name: Breedlove Dobbs Heating & Cooling
Location: 3702 N. Shadeland Avenue, Indpls., IN 46226
Date: 10/25/11 to Present

• Accessibility- ***
• Performance/Reliability: - ***
• Problem-Solving/Conflict Resolution: **
• The Intangibles- **
  
• Overall Experience- **1/2

I waited.

As an adult living independently with a disability, there’s little I dread more than needing home repairs. While my father’s a carpenter, he’d be the first one to tell you that the mechanical gene simply wasn’t handed down. While I can handle website design to a certain degree, virtually everything involving mechanical skills is completely beyond me.

Car repair? I haven’t a clue.

Heck, wheelchair repair? Not a chance.

Plumbing? Electrical? Even simple home repairs? Yeah, right.

In a newer home, this mechanical deficit might not prove to be a big deal. However, I wasn’t exactly thinking with my brain when I opted to purchase a 3-bedroom ranch on the northeastside of Indianapolis that just so happened to be built in 1955. Okay, so it’s not exactly a log cabin. Still, a 50-year-old house is almost destined to have more than a few issues and my home is definitely no exception to this rule.

After having struggled for the last couple years with my furnace, which I’d believed to be an original, my hand was forced on the issue when a bout of severe weather in the area caused an electrical surge to go through the house that knocked out the power and killed the furnace. So, after a couple months of stalling things in the fall of 2011, I finally began exploring options in early October. I contacted Breedlove Dobbs Heating & Cooling at the recommendation of a couple friends plus my home church, all of whom have had generally positive experiences with the company though two out of the three also noted that they can be a little pricey and a little over-zealous about selling rather than repairing furnaces. Still, I thought to myself, “if they can handle my church’s old boilers then they should do just fine with my older furnace.”

I contacted Breedlove Dobbs through their website, a preferred method of contact for me as my daytime hours are frequently quite busy and stopping to make a telephone call is not always possible. Two days later, I received a call from their customer service and scheduled a technician to come out. The first technician arrived on time and went about assessing the damage to my furnace and the potential for repair. The technician concluded that it could be repaired, but that it would likely be in the hundreds of dollars given the furnace’s age and I might be better off to reconsider replacement. As this was not the first time that replacement had been recommended, I found myself willing to explore the possibility more as a current tax credit would expiring at year’s end and my current furnace was far from energy efficient.

I quickly learned that the first technician was unable to have this discussion, however, as only the company’s owners (The Rich Brothers) did actual sales. I would need to schedule a second appointment, again taking some time off of work. Much to my dismay, the $25 off coupon on the company’s website (designated as only for a “service call”) was not accepted and I paid the full $69. Fortunately, I did learn that the sales visit would have no charge.

I scheduled the appointment for a sales visit for a couple days later and, once again, Mr. Rich arrived on time. We discussed options, particularly three energy efficient models that would quality for a $200 rebate through Citizens Gas (my local gas company) and a $150 tax credit. The company offered a “six months same as cash” through GE Capital Bank with approved credit, an option that made it possible for me to pay 50% up front and to finance the remainder with the plan to pay it off within six months.  I was provided a written estimate for all three models ranging from $2,571 for the least expensive to $3,641 for the most expensive. All three prices included a “parts & labor” warranty for 10 years plus a service contract for the first year. They would also replace the flue pipe. I was informed that I would receive the rebate within a few weeks after installation.

Breedlove Dobbs was established in 1974 and is a factory authorized dealer of Bryant Heating & Cooling Systems products. Mr. Rich was quick to point out the company as being a recipient of Bryant’s “Gold Award,” the highest standard among Bryant’s dealers recognizing quality products & service. Mr. Rich shared that this had long been a goal of the company, thus I believe this past year to be the first year Breedlove Dobbs received the recognition.

It was mid-week when I’d tentatively agreed to purchase the least expensive of the energy efficient models at a price of $2,571. We stated that we might start work the following Monday, however, I did want to confirm that I’d qualified for the “six months same as cash” deal rather than a straight credit agreement. Mr. Rich stated he would let me know as soon as possible and that he would be returning right back to the office following our visit. By Friday, I’d not yet heard that the credit was in place so I e-mailed Mr. Rich to inquire as to the credit issue and to check on the status of Monday’s possible service call as I needed to make work arrangements. By Monday morning, I had not heard anything so I went to work and, of course, about 9am received a call from the company informing me that the crew was on its way. Despite being frustrated at the lack of confirmation, I was able to make quick arrangements at work and returned home to let them in.

The crew that worked to install my furnace worked in a timely and professional manner. While I’d hoped to have someone at my home while they were working, I ultimately needed to return to work and left the crew to complete the tasks as I work only a few minutes from my home and could return quickly when needed. About 4pm, I received the call that installation was nearing completion. I returned home. The crew wrapped up their work and left after ensuring that everything was in working order.

It was rather warm on the day of installation, so the furnace itself didn’t really come on until the temperatures dipped down later that night. It was at that point that I heard a rattling that simply didn’t sound right. I thought, perhaps, it was just the newness of the system and didn’t worry about it initially. I finally did contact the company again, again by e-mail, and a couple days later received a returned call (I’m not quite sure why they have e-mail as evidence points to the fact they don’t use it and certainly don’t respond to it). The technician returned to my home the following day and it was determined that there was a slight problem with the way the flue pipe was curved. The technician fixed it.

I waited 2-3 weeks and found myself wondering “Did he say “two” or a “few” weeks for my rebate?” Having not been told that any additional steps were required, I didn’t worry that much about watching the clock. After all, we were entering the holiday season and it really wouldn’t surprise me if we hit January before something arrived. By early January, I’d not yet received a rebate and I began to grow concerned. I again e-mailed Mr. Rich, heard nothing and finally called the office on January 4th, 2012.

I heard a long pause. “Did you get the paperwork?,” the voice on the phone asked. “What paperwork?,” I replied. “You only had 60 days to send in the paperwork to Citizens Gas,” the voice replied. “I never received any paperwork to send in,” I responded. “Jeff (Mr. Rich) said I would get a rebate two weeks or a few weeks after installation,” I explained.

“Let me see what we can do,” he replied.

I came home that evening with the required paperwork for both the rebate and tax rebate at my door. The paperwork clearly stated that the forms and invoice, which I’d not received, must be postmarked within 60 days and it was already one week past this time. However, I quickly e-mailed everything in to the appropriate e-mail address with the required documentation and the invoices I had. 3-4 weeks later, I received notice that they needed the actual notice of invoice (that I’d not received). So, I again contacted the company (by phone this time!)  and requested the invoice as well. I gave them my e-mail and fax numbers. After two days, I’d not yet received it so I called again. They faxed it that day. I mailed it in and, now, today…

It was denied because I had not gotten it in within 60 days.

So, I go back to my first statement.

I waited. I waited for all of this to resolve until choosing to write about it. I’ve got 10 years of Breedlove Dobbs servicing my furnace and, quite honestly, their technicians have been quite solid. They are all NATE certified and, kudos to Mr. Rich, the company pays for their training (as long as they pass). I really found myself hoping this would all work out nicely and the rebate issue would be resolved.

After all, and I say this with no hesitation, if my company had goofed up and cost a customer $200 I’d be eating the cost and I’d make it right. There is simply no question that’s the ethical thing to do. It’d be different if I’d been informed and simply missed the deadline (even if I didn’t have the paperwork…if I knew there was a deadline and didn’t call them, then I share the blame). However, I wasn’t given a deadline, the forms, a receipt or anything required to make the rebate happen. I lost $200 because Breedlove Dobbs didn’t do their job. Period. They knew when they dropped off the forms to me, finally, that the date had already passed. Did they assume Citizens Gas would just pay it? I have no idea, but that’s the point where a company should say “You know what, we screwed up. We’re going to make it right.”

Instead, I received forms on the door with no human contact, no explanation and no apology. Instead, I received forms that were filled out incorrectly (my tax form actually says I bought the furnace in December 2012).

I did my part. Within a few hours of receiving the forms, they were sent in. The furnace is already paid off…well within the six month period.

This isn’t really a customer service having much to do with my disability, but it is a customer service issue. This was a chance for Breedlove Dobbs to prove that it’s a “Gold Award” company by acknowledging its mistake and making it right. No company wants to lose $200. I understand completely. I had plans for that $200, too. But, instead of owning it and moving forward and likely earning a customer for life you’ve instead ended up the subject of a lecture on customer service in a popular customer service blog. You’ve lost my non-warranty business and I’m telling people.

In other words, you’re losing more than $200 worth of business by not making it right.

You proudly report yourselves as graded “A” by the Better Business Bureau and tout your Angie’s List record. Well, guess what? They read this blog.

Bryant? I have no doubt this blog will end up in their mailbox, as well.

To those of you reading this blog, this should be a “teachable moment.” When you make a mistake, own it and take responsibility for it. Mistakes will happen along the way, but it’s the companies that are able to honestly, directly and completely address those mistakes who win the customers. Likewise, I don’t care how good your product is if your customer service doesn’t back it up.

After waiting for months to write about this experience, I’ll be the first one to acknowledge it could still work out. Breedlove Dobbs or Bryant or someone else could read this blog and think to themselves “We need to make this right.” I hope so…there’s a certain legitimacy in the idea of “better late than never.” But, perhaps, this will also serve as a reminder to other home improvement companies that customer service does matter. Great quality is important and prices are paramount, but when it comes down to it treating someone well and right and justly is just about the best thing you can do to keep a customer.

 

The Gimp Goes to Shelbyville

Business Name: Bellacino’s Pizza & Grinders
Location: 1620 East Michigan Road, Shelbyville, IN 46176
Date: 2/14/12

• Accessibility- ***
• Performance/Reliability: - ***
• Problem-Solving/Conflict Resolution: ***
• The Intangibles- **1/2
  
• Overall Experience- ***
  
  I would love to tell you that I spent a romantic meal at Bellacino’s Pizza & Grinder’s in Shelbyville, Indiana. Unfortunately, I’d be lying. Truthfully, I was in Shelbyville today for a work obligation and decided to take the opportunity to stop and visit a local restaurant for The Gimp Goes Shopping. After driving around a bit, I settled upon Bellacino’s Pizza & Grinders. Bellacino’s is a national chain with over 85 restaurants including a couple in Central Indiana (who knew?).  All of their restaurants are franchisees, none are corporate owned and, thus, this means that style, service, menu and accessibility may vary from location to location.

The location in Shelbyville, Indiana appears to exist in what was previously a greasy spoon of some sort as it just sort of has a retro styling with big front windows and a sort of “doughnut shop” feeling to it. It sort of reminded me of the old Dunkin’ Donuts design before they got all fancy schmantzy. Despite apparently having Bellacino’s right here in Central Indiana (one in Indianapolis, one in Plainfield and one in Carmel), I’d never heard of it and actually thought I might be stumbling into a local restaurant.

Oh well.

I’ve noticed that usually when a restaurant advertises “pizza and grinders,” I tend to fall in love with their pizza. There’s just something about restaurants that combine these two menu items that makes my heart and my stomach smile. So, despite a wealth of other options, I opted for this experience. For those who don’t know, a “grinder” is a made from scratch Italian sandwich. There’s an emphasis on freshness and oven-baking can frequently be found in these settings. Such was the case at Bellacino’s, where “we’re oven-baked” can be found proudly posted in the restaurant.

The location in Shelbyville is a free-standing building that, as noted, appears likely to have been some sort of diner previously. The chain first appeared in 1959 and is Michigan-based with dine-in and carryout options in 15 states now. This location also offers catering, though it was unclear if this is a standard for Bellacino’s. Bellacino’s had the look and feel of a very “working class” establishment…no fancy decor or authentic Italian design. Bellacino’s keeps it quite simple, though it’s certainly not what I’d consider a hole-in-the-wall.

The building itself is rather modest in size with a small parking lot that included two designated wheelchair parking spots (w/signs). While these spots don’t quite meet ADA standards, they did suffice and I had no difficulty with parking or worrying about whether or not I could get back into my vehicle upon my leaving. The building features a curb cut, quite well done, between the two wheelchair parking locations. There are two doors into the restaurant, both glass and manual. The doors are light and the doorways definitely offered enough space for even a large wheelchair. The 2nd door is inside an enclosed glass area. As you enter the restaurant, to the right is the dining area…Approximately 20-25 tables, less than half of which could be considered “accessible.” I saw approximately a half-dozen tables that were your standard restaurant tables with chairs. There were no tables for small parties…I sat at a table that offered 6 chairs, a bit of a waste should the place have been packed (and it was getting crowded when I left). The chairs were modestly easy to move for wheelchair access, though given the small size of the restaurant it was difficult to decide where to put it. The remainder of the tables in the restaurant are “high-top” tables similar to what you often find in a bar.

If you go straight forward once entering the restaurant, you go to the ordering counter. You order at the counter, get your own drink (They did have my beloved Gold Peak Iced Tea!) at beverage dispensers that are fairly standard, though a touch high. The food is brought to you, which eliminates any challenge with carrying food items.

I ordered the “Tuesday Special,” a personal (8″) pizza with one-topping (I chose pepperoni), a slice of garlic-cheese bread and a drink for $5.99. The meal arrived in a timely manner and was still hot upon arrival. They also offer grinders (Duh!), pasta, salads, appetizers and ice cream.

The pizza was, in one word, good. It wasn’t great…it was above average, but no aspect of it completely blew me away even with the crust being nice and crispy like I enjoy it. The crust is relatively thin, but nicely done…a very nice texture to it. The pepperoni topping was a tad slight for my liking, but overall I certainly didn’t regret ordering it and would do so again in a heartbeat. I LOVE garlic bread, but I’ve never been a huge fan of adding cheese to the mix. That said, this garlic cheese-bread was pretty close to amazing. LOVED it.

Service was solid, but not particularly notable. The word “functional” comes to mind. There was nothing particularly wrong with it, but there also wasn’t that sense of feeling “welcome.” My sense was that they, perhaps, have their regulars and were more thrown off by a “stranger.” That could have been just me, but that’s how it felt.

I didn’t check out the restroom, though I’ll admit just looking at the facility made me a bit suspect. I’ll definitely check it out should I return.

Apparently, the rule is that you leave your dishes and items on the table for clean-up by the crew. While this certainly made it easier for me, after a few people had left it also made it a bit unappealing to look at and given that people kept coming in I started to wonder at what point they’d clean off tables for others.

As I was leaving, I noticed that Bellacino’s does have an outside dining area that would be wheelchair accessible. It’s definitely nothing fancy, but I’m guessing it’s a great option when it’s not February in Indiana.

Overall, I’d have to rate the accessibility and experience here as slightly above average. There are some obvious efforts with accessibility, but also some areas in terms of seating and design where improvement is in order. It’d be nice if the restaurant would work on that sense of hospitality…making folks feel comfortable and welcome. I didn’t feel unwelcome, but neither did I sense that they cared one iota whether I ever returned or not.

As I’m always looking for new businesses and restaurants for the blog, my gut tells me that the next time I’m in Shelbyville I’ll likely skip this experience and try something else. On the other hand, if I would be with someone who really wanted to try it I definitely wouldn’t be disappointed.

The Gimp Visits Twisted Sisters

Business Name: Twisted Sisters
Location: 71st & Binford Boulevard in Indianapolis
Date: 2/8/12

• Accessibility- ****1/2
• Performance/Reliability: - ****1/2
• Problem-Solving/Conflict Resolution: ****1/2
• The Intangibles- ****1/2
  
• Overall Experience- ****1/2

Sometimes, a place just feels like home. Twisted Sisters, a relatively new retail outlet in Indianapolis, is such a place. The brainchild of a couple of genuinely twisted sisters, Twisted Sisters is referred to on their website as “An Art Fair in a Box.” That’s an incredibly accurate description as Twisted Sisters is home to a variety of artsy furnishings big and small seemingly designed for the not so ordinary mind. Twisted Sisters was recently voted the #1 Gift Shop in Indianapolis by WRTV-6′s “A-List.” So, the Gimp went to check things out for himself.

Twisted Sisters is located on the northeastside of Indy in a small strip center that also houses a Sprint retail center, a Marco’s Pizza and a Great Clips. The neighborhood is an upper-middle class area, a prime location for an artsy gift shop with middling prices that tend to start from about $10 and head on up. There are a few items less expensive, but I couldn’t help but notice that just about everything I genuinely wanted started around the $30 mark and went as high as this awesome chandelier that I fell in love with for $179.00.

Being a recently renovated retail center, this particular strip can easily be considered wheelchair friendly despite the oddity of only having wheelchair accessible spots at the end of the building. The wheelchair spots are appropriate, well designed and the curb cut easily meets ADA requirements.  My sense is that they avoided putting a curb cut in front of the building to avoid any potential accident by traffic driving by, a legitimate concern, but this could create more of a problem for those with mobility or endurance issues if you’re having to walk from one end of the building to the other (The parking/curb cut is only at one end).

Twisted Sisters is located about midway down the strip center with one manual door leading into the store. When you arrive, you will most likely be met by one of three poodles owned by the sisters – Izzie, Mya or Nada. The poodles join the sisters at work most days, and two (Nada and Mya) were present during my visit. Between the fact that these were poodles, not exactly quiet dogs, and I arrived in my wheelchair, I spent the first few minutes hoping that my entire visit would not consist of experiencing dogs barking at the wheelchair. After a relatively brief time, however, the dogs seemed to accept that I wasn’t a threat and Nada and I became fast friends. After a particularly stressful day at work, the presence of an attentive and playful dog was actually pretty therapeutic. I would later learn that the dogs had spent quite a bit of time around a family member in a wheelchair, which would likely explain their relatively calm demeanor and comfort with the wheelchair.

I’m always hesitant to go to gift shops, mostly because they’re filled with breakables and narrow aisles that can be quite difficult to navigate for wheelchairs. Twisted Sisters had clearly put quite a bit of thought into the design of their store, with only one small section being difficult to navigate by wheelchair and all nooks, crannies and corners being accessible by wheelchair. That said, the store does have quite a few breakables so it’s definitely not a location that would do well with someone who might have difficulty maneuvering or who would be prone to impulsive movements. While the store did have some items on shelves or out of reach (including the chandelier), given the history of this type of store I was quite impressed by its accessibility.

The bonus perk at Twisted Sisters is that not only does the store have a public bathroom, but it is wheelchair accessible (and advertised that way!). It’s a unisex bathroom that is quite accessible and impressive with wide enough doorways and move around room. Because it’s a private bathroom, it could also work for those who require assistance as an assistant of either gender could easily accompany without drawing attention. Very impressive! (Twisted Sisters does lose a 1/2 star here because when I arrived they’d just received a shipment and the bathroom was blocked by several boxes. However, I have no doubt at all the sisters would have moved the boxes had the need existed.

Customer service was attentive and conversational, but never high-pressure. It was a feel good, positive experience. In fact, I’d sort of stumbled into the location while getting my haircut and had no intention of purchasing with limited funds in my pocket. That said, I was treated quite well throughout my visit and I assured them I’d be back (and I will).

I’m always hearing “buy local” or “buy independent,” but sometimes that’s difficult for a person with a disability (especially those on a fixed income) because indies and locals often have higher prices and, at times, are weaker in terms of accessibility. So, it’s particularly exciting when I find a quality local business that has obviously made the effort to be welcoming to all.

As much as I say “local,” a perusal of the Twisted Sisters website reveals “sister” locations in Ireland. This appears to be their first location (though they recently moved from a different Indianapolis location) in the United States and, indeed, Twisted Sisters is a welcome addition to the Indianapolis indie landscape.

The Gimp Touches Down in Super Bowl Village

Business Name: 2012 Super Bowl
Location: Downtown Indianapolis
Date: The week preceding 2012 Super Bowl

• Accessibility- ***
• Performance/Reliability: - **1/2
• Problem-Solving/Conflict Resolution: **1/2
• The Intangibles- **1/2
  
• Overall Experience- **1/2

The Gimp is from and still resides in Indianapolis.  Indianapolis is what many might call a “‘tweener” city…It’s the 12th most populated city in the United States, but for whatever reason has consistently maintained a small town mentality and an almost apologetic view of itself when relating with the media and popular culture.

Snagging the Super Bowl is a huge win for the city, the result of years of planning and efforts going all the way back to popular Mayor William Hudnut and including everyone since then including current Mayor Greg Ballard. Of course, it doesn’t hurt to have one of the best NFL owners on your side in Jim Irsay along with future NFL Hall of Famer Peyton Manning. While the abysmal record of the Indianapolis Colts this past season certainly put a damper on everything, the simple truth is that the city, from the richest to the only modestly rich (Who are we kidding? With the exception of photo ops, the Super Bowl is NOT about the poor folks) has wrapped itself around this event like nothing we’ve ever seen and, against the predictions of nearly everyone in national media, the Super Bowl XLVI Host Committee, barring any tragedy’s at tonight’s game, has managed to produce what may become known as the best Super Bowl hosting yet.

For the most part, the kudos are well deserved and I give my applause to the thousands of volunteers who’ve given their hearts and souls for this effort along with the “paid staff” who’ve gone above and beyond in creating a memorable week of events.

Even if I could afford to attend the Super Bowl, I doubt I’d ever find myself spending that much money for what amounts to a day-long exercise in self-mutilation called wading through downtown, parking and coping with the sea of chaos known as Super Bowl day. Maybe I’d feel differently if I’d had tickets to the game or if I’d been asked to serve as one of Madonna’s gladiators, but it’s likely I’ll only ever get excited if it’s announced that the Oscar Awards will be hosted by our city…even then, I’d rather play host to The Independent Spirit Awards or even the Razzies.

It was with a certain amount of trepidation that I found myself on more than one occasion journeying down to Super Bowl Village, a three-block NFL wonderland set up in downtown Indianapolis to lure both residents and non-residents into immersing themselves into the popular culture and media frenzy created by the Super Bowl. Depending on the time of day, Super Bowl Village has played host to open-air, free concerts attended by thousands along with the NFL Experience, Tailgate Town, ESPN’s broadcast area, the famed Super Bowl roman numerals, FanDome, four “ziplines” offering an aerial view of downtown Indy and a variety of other displays, exhibitions, party exhibitions and on and on.

In other words, Super Bowl Village has been nuts morning, noon and night.

Into this crassly commercialized chaos ventured this solo, wheelchair using gimp armed only with my generally cheerful demeanor and a willingness to be freakishly abandoned in my wheelchair should it be required in order to escape the extraordinary busyness.

To their credit and not surprisingly, the Super Bowl Hosting Committee has certainly made an effort to make the Super Bowl Village experience a disability friendly experience. Gregory Fehribach, a local attorney and longtime disability activist in Indy who’s in a wheelchair himself, has served as one of the Committee’s coordinators on ADA issues and his influence can be felt in certain aspects of the ADA planning including a concerted effort to offer specific drop off/pick up areas that are disability friendly and to address the parking needs of individuals with disabilities (though anyone with half a brain knows that virtually anyone with any health issue can obtain one of the disability window placards whether it’s actually needed or not). On the Super Bowl Hosting Committee’s website, ADA issues are addressed quite clearly in the area of parking. Sadly, there’s almost no other information addressing the disabled such as which activities, exhibits and locations are disability friendly and which one’s will make special arrangements.

So, let’s just cut to the chase. Does the Super Bowl Village here in Indy ultimately pass The Gimp’s test?

The short answer is “No.”

When it comes down to it, virtually every aspect of Super Bowl Village is decidedly non-gimp friendly. The volunteers have been extraordinary in every case, and there’s been an undeniable willingness to assist as needed. Truthfully, Indianapolis crowds (both residents and non-residents) have been friendly and, at times, even protective (especially during late night concerts where the turn-out was far higher than anyone expected and folks were packed in so uncomfortably that even sardines would be uncomfortable).

There have been two areas of Super Bowl Village that have been particularly disappointing – 1) The complete lack of options for disabled fans in terms of the “ziplines,” these high wire devices allowing a 20-second trip on what is billed as the “longest temporary zip line in the country,” and 2) The outdoor concerts, standing room only concert experiences not that far removed from those Central Park concerts in New York City but in an area much more boxed in and limited in space.

First, the “zipline.” The zipline required you to walk up many flights (I believe it’s either 12 or 17) up to a platform. From there, you are harnessed in and maneuvered into the required equipment. The entire ride takes approximately 20 seconds and is completed only after you’ve signed a release of liability. Now then, you’re probably thinking to yourself “Duh” when I report being unable to participate in this activity. Heck, why would a gimp want to?

Then again, why would a gimp want to wheel across the state (I have)? Skydive (I have)? or Bungee jump (I have)?

Because we’re human, too…and we LOVE adventures.

There’s NOTHING on the website implying that someone with a disability cannot participate (it does state that you must be at least 6 years old and the weight limit is 265 lbs).

I am well over 6-years-old and significantly under 265 lbs.

Okay, maybe not significantly.

The truth is that I wasn’t particularly surprised to find this feature non-gimp friendly, but I was disappointed to see little in the way of an alternative arrangement for folks with physical challenges. I felt much like I did when I visited St. Louis and attempted to enter the Gateway Arch only to be told I wasn’t allowed.

In other words, I was p***ed.

The outdoor concerts offered up a similar experience, though a more familiar one as concert attendance can always be a bit tricky when one’s in a wheelchair or has mobility issues.

Every night of the week served up different concerts, ranging from 80′s disco band Village People to current hitmakers LMFAO and quite a few others. In theory, these concerts were perfectly accessible. After all, the concerts were outdoors in what amounts to a very large alley type area. These concerts were “general admission” free concerts with the highest attendance estimated at 35,000+ for the evening featuring LMFAO. Local law enforcement quickly adjusted their methods of crowd management after the LMFAO concert, with all involved acknowledging that downtown Indy had never seen such a crowd and it far surpassed what had been expected. To their credit, law enforcement handled it well and responded quickly when it was realized that the crowds were beginning to get restless as there were so many of them in a limited space.

But, if you were a gimp in this crowd you were running the risk of serious injury (Fights did break out, despite local media reports that only 11 people were injured (B.S.!) and none seriously (Again, B.S.~!). While it certainly wasn’t a disaster, it was a potential disaster and in the same city where multiple people just lost their lives at a weather related concert this past summer. If there had, by some odd fluke, been a weather related emergency (or some other emergency) odds are strong that another tragedy was waiting to happen. Fortunately, it didn’t. This area offered little chance that someone with a disability could see decently or comfortably join in…in short, it was an outdoor concert with almost no planning for the disabled.

During the day, the Super Bowl experience was considerably more positive. The NFL Experience, while containing activities not wheelchair friendly, also had staff that were disability friendly and creative in the ways they found to be inclusive. There were also ample other opportunities for individuals with disabilities to enjoy the festivities. The vast majority of food areas and rest areas were also gimp friendly. While the restroom situation was a bit precarious, one could easily tell some thought had been put into it all.

It has been no secret that I don’t exactly fancy the whole football thing. While I’m impressed with the Host Committee’s work and would be proud of Indy being labeled the “best” or “one of the best” host cities ever, I also found myself frustrated at times with the crass commercialization of the entire experience and the dreadful behavior and price gouging by certain area merchants who far surpassed the expected price increases. Furthermore, local media has acted virtually the entire week like they’ve never seen a celebrity before with broadcast and non-broadcast media all swooning over every B, C, D and No-list celebrity to make an appearance. Only a few A-listers seem to have made the trip and, not surprisingly, most of them have avoided the media circus. As a local film writer, I gave thought to chasing, at most, 3-4 interviews and in the end met the couple of celebrities I most wanted to meet and ended up with no interviews (but one potential in the future).

What has most bummed me out about the experience is that I’d really looked at this whole experience as Indy’s chance to re-define the Super Bowl culture and weave it together with Hoosier Hospitality and a little bit of common sense. I’d hoped to see more opportunities for lower income folks, folks with disabilities and families. Instead, it seems like Super Bowl Culture re-defined Indianapolis and revealed a surprising degree of materialism and greed. The legislature had just passed strengthened sex trafficking laws, but local media has failed miserably in providing coverage of this issue throughout this week (and there have been cases). While there’s no denying that Indy has done an extraordinary job of hosting, one only wishes that more thought had been put into accessibility issues and that local media would quit fawning and act with journalistic integrity in honestly and accurately covering every aspect of the Super Bowl experience.

The Gimp Rant #9: A Rant About Faith and Emily

I have a confession.

I’m not always an upbeat, optimistic and life-affirming person. There are days when it takes every ounce of energy I have just to get myself out of bed in the morning, get ready for work and to handle the fundamentals of my daily life. Living as a paraplegic, double amputee with spina bifida is hard. It’s exhausting. Sometimes, it’s completely and utterly frustrating. There are days, an increasing number as I get older, when my body betrays my mind and my ability to do doesn’t match up with my desire to do.

There are days when I truly feel disabled.

I’ve been having more of these days than usual, mostly a result of changes in my work schedule and the recent death of one of my primary physical supports. I still keep a schedule that boggles the mind of many of my friends with work, ministry, writing, film criticism and child rights activism all having major roles in my daily life.

However, lately I’ve been struggling and, for the first time in a long time, when I look in the mirror these days I see someone who is “disabled.”

I was sitting in a recent church function feeling particularly disabled. I was hurting physically, my hygiene was poor and my energy was depleted. Truthfully, I didn’t want to be there. However, when it comes to the children in our church I always make a greater effort than usual to be supportive because, well, we have awesome children and youth. I was sitting there tired, a little embarrassed and not feeling well.

Then, she looked at me. She smiled. She giggled actually. LOUDLY.

“She” was one-year-old Emily.

The church program continued, but for the better part of the next 30-45 minutes Emily’s attention seldom strayed from me. I would look away and look back. She’d be looking directly at me. Even before the program was over, Emily wandered over to me in that way that a one-year-old can wander and stood next to my wheelchair. She curiously looked all around the wheelchair, then looked back at me and smiled again. This continued for several minutes, minutes during which I began to realize that suddenly I felt less disabled, less dirty and less pain.

As I get older, I find myself once in awhile having to deal with those creeping doubts. There are days when the pain is so severe and the daily challenges so intense that I find myself just wanting to crawl into a hole and hibernate until it’s all over. I question God, sometimes fervently and not in the kindest of language. “How can I possibly minister when there are days I can barely get dressed?,” I’ll find myself pleading.

Proving once again to have both a sense of humor and infinite wisdom, God this day placed into my period of darkness and doubt the innocence of a small child. With only a smile and a gentle presence, young Emily became one of God’s wisest and most loving teachers. She became a reminder that serving God and living a faithful life isn’t about being able to walk or talk or care for oneself. Serving God and living a faithful life is about being able to surrender and love and, with arms open wide, love someone who is dirty, broken, poor or simply different. Emily became my reminder that my ministry isn’t dependent upon having a body that functions normally or on my ability to be completely independent. My ministry, I believe, is about being strong through vulnerability and about showing just how much joy can radiate through this body that so often feels broken and disheveled.

In the book of Luke, Jesus admonishes those who would turn away the children and, taking it even further, says “Truly, I say to you, whoever does not receive the kingdom of God like a child shall not enter it.” Emily, by simply showing up and smiling and loving unconditionally, reminds brings this Scripture vividly to life and also reminds me that just as I enter the kingdom like a child I must also serve in ministry with that same honesty, openness, vulnerability and surrender. If Emily, a young child still completely dependent upon her parents for virtually every aspect of daily life, can be such a shining example of God’s love then how can I possibly doubt my ministry? How can I possibly turn my back on any child of God?

There are days I hurt, I struggle and I can barely function. Can I really still be the minister that God wants me to be? Thanks to the innocent smiles of one-year-old Emily, I finally remembered that God says “Yes!”