What are the specific procedures for resolving disputes between Anago franchisees and customers?
Anago Franchise · 2025 FDDAnswer from 2025 FDD Document
usiness hours to answer questions and to assist with Unit Franchise operational questions.
- (d) Assistance with Business Development. We will, at Our discretion and subject to availability, continue to provide You with estimating expertise, custom proposals and references in order to assist development of Your Unit Franchise's business.
- (e) Assistance with Clients' Services. You understand that You are the primary contact for the customer with respect to service complaints and/or requests; however Our local office will accept service calls from Anago Accounts assigned to You and relay these service calls to You in a timely manner.
- (f) Telephone Hotline. We will maintain a telephone "hotline" for informational assistance and emergencies for You and the contact personnel of Accounts assigned to You.
- (g) Local Advertising. We will provide advice on Local Advertising. All advertising bearing Anago marks or logos must receive prior written approval from Us.
- (h) Promotional Literature. We will make available to You promotional literature of the Anago System and all pertinent new developments in the janitorial and related service industries including procedures for improved efficiency to the extent actually known by Us.
What This Means (2025 FDD)
According to Anago's 2025 Franchise Disclosure Document, the franchisee is the primary contact for customer service complaints and requests. However, Anago's local office will also accept service calls from Anago accounts assigned to the franchisee and relay these calls in a timely manner. Anago also maintains a telephone "hotline" for informational assistance and emergencies for both the franchisee and the contact personnel of accounts assigned to them.
Anago also has the right to perform periodic quality control visits to each building the franchisee cleans. During these visits, all brand standards will be inspected, and recommendations will be made to the franchisee. Anago's representative will operate from the local Anago office and will be available during normal business hours to answer questions and assist with unit franchise operational questions.
While Anago provides support by relaying customer calls and offering a hotline, the FDD does not detail a specific dispute resolution process. A prospective franchisee should inquire about the formal steps to take when a customer dispute arises, including mediation or escalation procedures.