Under what conditions can Sunoco nonrenew the relationship with an Aplus franchisee due to customer complaints?
Aplus Franchise · 2024 FDDAnswer from 2024 FDD Document
- (20) numerous bona fide customer complaints concerning your operation of the Premises or a single, bona fide complaint evidencing egregious or unconscionable behavior by you or your employees in dealing with customers;
Sunoco's Right to Nonrenew
- (B) Sunoco may nonrenew the relationship between the parties if it has grounds for termination or in any of the following events:
- (2) receipt of numerous bona fide customer complaints by Sunoco concerning your operation of the Premises;
Source: Item 23 — RECEIPT (FDD pages 68–302)
What This Means (2024 FDD)
According to Aplus's 2024 Franchise Disclosure Document, Sunoco may choose not to renew its franchise agreement with an Aplus franchisee if Sunoco receives numerous legitimate customer complaints about the franchisee's operation of the premises. This means that a high volume of complaints, if deemed valid by Sunoco, could be grounds for non-renewal.
Additionally, Sunoco can nonrenew the franchise agreement if there is a single, legitimate complaint that demonstrates egregious or unconscionable behavior by the franchisee or their employees when dealing with customers. This indicates that even one severe incident could be sufficient for Sunoco to decide against renewing the franchise agreement.
These stipulations highlight the importance of maintaining high standards of customer service and addressing customer concerns promptly and professionally. Franchisees should ensure their employees are well-trained in customer relations and that they have systems in place to handle complaints effectively to avoid potential non-renewal of their franchise agreement.