What kind of care and service must an Aerus franchisee provide to Approved Customers?
Aerus Franchise · 2025 FDDAnswer from 2025 FDD Document
the Consigned Products and all spare parts which must be purchased from Company, and as otherwise provided herein, Franchisee must obtain such items from Company or from suppliers who Company has authorized in writing, and who Company has not thereafter rejected, prior to any purchases.
- H. Provide prompt and workmanlike care and service, including service under any warranty offered by Company, to all Approved Customers who have purchased Products from Franchisee or through Franchisee's Sales Representatives or Outlet Licensees, to all other owners of Products residing within the Area of Responsibility or who may appear personally (or otherwise contact the Franchised Business) at an Approved Location, and to all owners of products (other than the Products) which may be designated from time to time by Company, whether or not the Products to be serviced were purchased from or through Franchisee, and in order to fully discharge and perform this obligation, Franchisee shall establish and maintain a service and repair center (in accordance with the Manuals) in all Approved Locations (provided that Satellites and Licensed Outlets shall not be required to maintain an on-site service and repair center so long as repair, maintenance and warranty services can be adequately and timely provided from another affiliated Approved Location).
- I. Fulfill or cause to be fulfilled any and all promises and commitments made to Approved Customers by Franchisee, and any of its Outlet Licensees, Sales Representatives, employees or agents.
- J. Develop in the Area of Responsibility an organization of qualified Outlet Licensees and Sales Representatives operating from or through one or more Approved Locations who will and do follow the Policies and Procedures and guidelines of the Manuals and comply with the terms and conditions of this Agreement.
- K.
Source: Item 23 — Receipts (FDD pages 74–305)
What This Means (2025 FDD)
According to Aerus's 2025 Franchise Disclosure Document, franchisees must provide specific care and service to 'Approved Customers.' These customers are defined as either non-commercial, residential buyers of Aerus products, or commercial buyers who are not national accounts and who will use the products themselves rather than resell them.
Aerus franchisees are obligated to offer prompt and professional care and service, which includes honoring any warranties offered by the company. This service extends not only to customers who purchased products directly from the franchisee but also to any owners of Aerus products within the franchisee's designated area, regardless of where they originally bought the product. The franchisee must also service other products as designated by Aerus from time to time.
To meet these service obligations, Aerus franchisees must establish and maintain a service and repair center at their Approved Location, adhering to the guidelines outlined in the company's manuals. However, in certain limited situations, a franchisee may, with Aerus's prior approval, contract with another Aerus business owner to fulfill these repair, maintenance, service, and warranty obligations. Furthermore, franchisees must fulfill all promises and commitments made to Approved Customers by the franchisee, their Outlet Licensees, Sales Representatives, employees, or agents.