Which section of the 360 Painting Franchise Agreement details the warranty and customer service requirements for franchisees?
360_Painting Franchise · 2025 FDDAnswer from 2025 FDD Document
orm the requested services for such potential client. Franchisor's permission, if granted, for Franchisee to provide service to any potential client outside of the Protected Territory shall not be deemed to grant Franchisee any rights to provide service such potential client, or any other clients located outside of the Protected Territory, on an on-going basis. Franchisee specifically acknowledges that Franchisor (without providing any compensation to Franchisee) may grant one or more franchises the right to service clients located outside of the Protected Territory, regardless of whether Franchisee has previously provided services to such clients.
- 9.20 Responsibility for Contractors. Franchisee agrees to cause any third party subcontractors engaged by Franchisee to perform work on behalf of Franchisee in respect of the Business to comply with all applicable requirements of this Section 9, including but not limited to the quality and performance standards required of Franchisee, as well as the insurance requirements set forth in Section 16.2 herein.
- 9.21 Contact Center. Franchisor maintains a contact center for the purpose of providing centralized customer service and scheduling for all businesses operating under the System and the Marks. Franchisee must utilize this contact center exclusively, comply with any rules and regulations adopted by Franchisor (in the Brand Standards Manual or otherwise) governing the contact center and pay the fees described in Section 4.6, above.
10. POINT OF SALE SYSTEM AND INFORMATION TECHNOLOGY
10.1 Hardware and Software Programs. Franchisor may establish and maintain, and require Franchisee to use, such computer hardware and software programs and databases (including, but not limited to, email accounts and platforms) as it deems advisable from time to time, which may include software programs to assist in accounting, customer service, marketing, operations or management functions of the Business, in the form and configuration determined by Franchisor in its sole discretion (collectively, "Computer Programs"). Franchisee acknowledges and agrees that any Computer Program may allow Franchisor to have, and may require Franchisee to provide, continuous remote access, at Franchisee's expense, to any of the information stored in or compiled by any Computer Program.
Source: Item 9 — FRANCHISEE'S OBLIGATIONS (FDD pages 26–27)
What This Means (2025 FDD)
According to the 2025 360 Painting Franchise Disclosure Document, several sections outline warranty and customer service requirements. Section 9.21 discusses the contact center maintained by 360 Painting for centralized customer service and scheduling, which franchisees must use exclusively. Franchisees must also comply with any rules and regulations governing the contact center and pay the fees outlined in Section 4.6.
Furthermore, Section 9.20 states that franchisees must ensure that any third-party subcontractors comply with all applicable requirements of Section 9, including quality and performance standards, as well as the insurance requirements in Section 16.2. This indicates that 360 Painting holds franchisees accountable for the service provided by their subcontractors.
Additionally, the Franchise Agreement states that upon termination or expiration, franchisees must fulfill all obligations to customers under outstanding contracts and any warranties. Franchisees must also report all warranty claims to 360 Painting and undertake all warranty workmanship under the brand's name. If a franchisee fails to honor a warranty claim, 360 Painting has the right to resolve the claim and charge the franchisee for any related costs. Such failures can also be considered a default under the agreement.