Who is the primary contact for customer service complaints and requests for Anago accounts?

According to Anago's 2025 Franchise Disclosure Document, the franchisee is the primary contact for customer service complaints and requests related to their assigned accounts. However, Anago's local office will also accept service calls from these accounts and relay them to the franchisee in a timely manner.

This means that while Anago franchisees are expected to manage the day-to-day communication with clients, Anago provides a support system to ensure that no customer request is missed. The local Anago office acts as a backup, receiving and forwarding service calls to the appropriate franchisee. This dual-contact approach aims to maintain customer satisfaction and ensure that all issues are addressed promptly.

This system benefits the franchisee by providing an additional layer of support in managing client communications. It also protects Anago's brand by ensuring that customer service is handled efficiently, even if the franchisee is initially unavailable. Franchisees should be aware that they are ultimately responsible for addressing customer concerns, but they can rely on the local office to help facilitate communication.