When it's all Marketing...Racial Bias at Culligan International

I made the decision to go with the oldest and best service for my new house that has well water. My decision was wrong! The worst service I've ever received after a 12k purchase. To top it off your sales rep verified my black brother was my brother 3x on different phone calls. Why did this all happen? My appointment was from 9 am to 11 am.? No one responded to us and then showed up at 12 pm. I was not home. I asked my brother who was here remodeling my home to show them where it goes... over the phone from there it was a saga. Every question possible while Frank called me 5x to walk me through what wasn't being told to technicians was a disaster. Frank called 2x to ask if it was "my brother" as he met me and knew I was white. Then on the 3rd call called one more time to "verify" used that word specifically, it is indeed my brother. At which point I told him 3 times is now suspect and comes off racist. He replied "No, Culligan techs at the house knew who talked to me. He then stated he was at the office and tried to blame the techs." I thought I was speaking with Jim. When I got home Frank/Jim and his GM Josh, another leader, and 2 techs were in my garage. When I got out of my vehicle I went over to the Culligan Team. I said a number called me and was racist in action verifying my brother, who was to be remodeling. They were late and missed our appointment.Then I noticed that the equipment is outside and my freshly painted and bricked home has 2 huge units dug in ruining curb appeal. When Frank told us it was better to have inside because of it being digital. I immediately tell them it's to be removed. I haven't even made it to my house at that time and I'm still in my wheelchair which was blocked from the front entrance by these jugs. Frank moves it so I can just get inside. Then trying to resolve the issue he tells me they can fix everything it's just bad communication. Obviously, I said to Frank that he was missing the point. This all would have been resolved by rescheduling as I offered on the 1st call or the service being on time or communicated I texted them myself! SO SIMPLE! In addition for the last 3 hours, I have had my brother who is being paid to remodel spend 3 hours the back and forth with Culligan Team Members instead of my bathroom. I wasted 3 hours and some guy with this number.....read the number Frank then said must be someone at the office who must have called. I said I need corporates number because that gentleman was ignorant about my brother. I then grabbed my phone and called the guy's number I read off and was surprised it was Frank's phone ringing! At this point, I told him to leave my house immediately. You don't verify a family member 3 more different calls it is more than suspect it's a racial action. He could not understand this. I pointed out to leave through my garage as I followed. I come back out to ask the manager his name and corporates number. I informed the tech that this was the racist, I talked about earlier. I asked the Manager for corporates number and Jeff responds it will just come back to me. I told him, I've been an executive, I know how this works. Then Josh (Josh is white) wants to understand the issue of why that was racist. So I explained when you as a white person say your his sibling using the other white leader Steve as the example. Do I now normally verify by asking him if he's your brother? Is that normal? I said let alone if their two different races? Then would you ask 3x more times in an hour window? They could not understand the microaggression yet the fact I was asked 3 different times on phone calls and the last one the word "verify" was used. All of this is denied by Frank as he clearly was covering from the get-go. I asked Josh the GM since when do you verify your siblings are yours? Josh said it was normal to verify both parties backing Frank up. I was sure to leave out last names as these bad humans can choose to be better and learn and I don't want families involved. I am in shock at the lack of emotional intelligence and just poor service from these 3 hours. My brother and husband felt it was racist. Sadly, we see this happen generally we ignore it. The General Manager was sure to tell me it was not, as I explained he is white like me. I asked them to remove everything. Then went inside. I came back out to ask for the names of everyone. General Manager Josh refused to give me the other leader's name, he refused twice. I then explained he was in my home. I can ask for every person's name on my property. It's a right for one, Josh said “email it to him.”? I went inside. I came back out after reading my agreement to explain to the GM Josh I was informed everyone's background was checked, so he failed in his role refusing names to protect his client's home. I was told we background checks by Frank when he sold me the package so I went to read it. I closed the door. Techs came inside I apologized to them as they are also people of color. Then I learned from my brother the techs were correct the whole time the leaders were interfering. They were coming up with ideas that worked before the Frank guy (racial bias) messed it up. The leaders at this Culligan Water Filtration Company place were all kinds of poor humans. My brother also states the first techs were dead on and knew what they were doing and that it wasn't until Frank came to the door that my brother answered him and he didn't like the answer. My brother said, “that I said it could be done the next day.”? The next call Frank made was to “verify” that he was my brother. I mean unreal. I would clear house on this leadership team. I want my service installed. I believe in the product I even ordered osmosis. You were a landmark in Northbrook IL where I grew up. Your techs are holding your team here. I want it installed so the techs know what to do. I want the real Culligan way!?

I want nothing to do with those men again nor should they get credit for a Sale. Veronica and the Techs are the only reason I’m staying.?Now when you post for Marketing be sure you are following up at a minimum with the leaders of facilities. Clearly, Racial Bias Training is needed and I would not employ Frank or Josh as Racism I believe you are against it.

Sam Denis

#unlearning

#endracism

#racialequity

#racismisreal

#RACIAL MICROAGGRESSIONS

#fireracist

#marketingfails