What is the All Team franchisee's responsibility regarding customer complaints that cannot be resolved?
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 they cannot resolve within five business days, they must promptly notify All Team. This means the franchisee has a limited window to address and resolve issues directly with the customer.
All Team retains the right to intervene and resolve any unresolved customer complaints. The franchisee agrees to be bound by All Team's decision regarding the resolution. This implies that All Team has the final say in how customer complaints are handled, even if the franchisee has a different opinion or proposed solution.
Importantly, the franchisee is responsible for the expense of the resolution determined by All Team. This could potentially lead to unexpected costs for the franchisee, depending on the nature of the complaint and the resolution deemed necessary by All Team. This arrangement underscores the importance of diligent customer service and complaint resolution at the franchisee level to avoid escalation and potential financial burden.