To whom must an Aerus franchisee provide prompt and workmanlike care and service?
Aerus Franchise · 2025 FDDAnswer from 2025 FDD Document
You must provide prompt and workmanlike care and service, including service under any Franchisor Consumer Warranty, to all Approved Customers who have purchased Products directly from you or indirectly through your sales representatives (or under the Standard Program, your Outlet Licensees), and to all other owners of the Products residing within the Area of Responsibility or who may appear personally (or otherwise contact the Franchised Business) at the Approved Location, and to all owners of products (other than the Products) which may be designated from time to time by us, whether or not such products to be serviced were purchased from or through you. Under the Associate Program, in some instances, this obligation may be discharged through a contractual arrangement with an existing Aerus Business.
Source: Item 16 — Restrictions on What the Franchisee May Sell (FDD pages 54–56)
What This Means (2025 FDD)
According to Aerus's 2025 Franchise Disclosure Document, franchisees must provide prompt and workmanlike care and service to several categories of customers. This includes Approved Customers who purchased products directly from the franchisee or through the franchisee's sales representatives or Outlet Licensees. This obligation extends to all other owners of Aerus products residing within the franchisee's Area of Responsibility or who contact the franchised business at the Approved Location.
Furthermore, Aerus franchisees must provide service to owners of products other than Aerus products if designated by the company. This service obligation applies regardless of whether the products were initially purchased from the franchisee. To meet this requirement, franchisees must establish and maintain a service and repair center at their Approved Location, adhering to the guidelines in the Manuals. However, with prior company approval, franchisees may fulfill this obligation through a contractual arrangement with another Aerus Business.
This requirement ensures that all Aerus customers receive adequate support and maintenance for their products, regardless of where they were purchased or their location within the Area of Responsibility. It also allows Aerus to designate support for other products, potentially expanding the service offerings of the franchise. The option to outsource repair and maintenance services under the Associate Program provides some flexibility, but it requires approval from Aerus.