What is the deadline for an All Team franchisee to notify ATFC of an unresolved customer complaint?
All_Team Franchise · 2025 FDDAnswer from 2025 FDD Document
If FRANCHISEE receives a complaint from a customer which cannot be resolved within five (5) business days, FRANCHISEE shall promptly notify ATFC.
FRANCHISEE agrees that ATFC shall have the right to intervene in and resolve any such unresolved customer complaints, and FRANCHISEE agrees to be bound by any decision made by ATFC regarding a resolution of any such complaints, at the sole expense of FRANCHISEE.
Source: Item 22 — CONTRACTS (FDD pages 33–34)
What This Means (2025 FDD)
According to All Team's 2025 Franchise Disclosure Document, if a franchisee receives a customer complaint that cannot be resolved within five business days, the franchisee must promptly notify All Team. This requirement ensures that All Team is aware of and can intervene in unresolved customer issues to maintain service quality and protect the brand's reputation.
This notification deadline is important for franchisees because failure to promptly report unresolved complaints could be seen as a breach of the franchise agreement. All Team retains the right to intervene and resolve these complaints at the franchisee's expense, meaning the franchisee is responsible for the financial consequences of any resolution imposed by All Team.
Franchisees should establish internal procedures to track and manage customer complaints to ensure compliance with this requirement. This includes documenting the initial complaint, the steps taken to resolve it, and the date on which All Team was notified if the issue remains unresolved after five business days. This proactive approach will help franchisees maintain good standing with All Team and avoid potential disputes.