What is the Customer Complaint Resolution Program that Benjamin Franklin Plumbing participates in?
Benjamin_Franklin_Plumbing Franchise · 2025 FDDAnswer from 2025 FDD Document
UWIN Customer Complaint Resolution Program
ATTENTION FRANCHISEES
You have been approved to participate in the UWIN Customer Complaint Resolution Program. Attached is your UWIN Participation Agreement and applicable guaranty, each of which includes terms and conditions of participation.
Once UWIN receives your original, signed agreement you will be sent the UWIN Welcome Packet. You will also be added as a contractor on the UWIN website.
UWIN PARTICIPATION AGREEMENT FOR FRANCHISEES
THIS UWIN PARTICIPATION AGREEMENT FOR FRANCHISEES, having an effective date of (the "Agreement"), is made by and between UWIN, LLC, a Florida limited liability company ("UWIN"), and the home services contractor identified on the signature page ("Contractor") who, in consideration of the promises set forth below, agree as follows:
1. NATURE AND SCOPE OF AGREEMENT
- 1.1 UWIN.
UWIN is a customer service resource that provides customers information and assistance with resolution and reparations concerning their transactions with participating home services contractors (the "Customer Complaint Resolution Program").
Participants in the Customer Complaint Resolution Program display UWIN's distinctive seal of approval and its associated marks, logos, and designs (collectively, the "Seal").
- 1.2 Contractor**.** Contractor is a franchisee of one of UWIN's affiliates (each, a "Franchisor") and, pursuant to its franchise agreement ("Franchise Agreement"), has obtained the right to use the Franchisor's system in conjunction with the operation of its home repair services business ("Contractor's Business").
Source: Item 23 — RECEIPTS (FDD pages 88–312)
What This Means (2025 FDD)
According to the 2025 Benjamin Franklin Plumbing FDD, franchisees participate in the UWIN Customer Complaint Resolution Program. UWIN serves as a customer service resource, offering information and assistance to resolve issues between customers and participating home service contractors. As a participant in this program, Benjamin Franklin Plumbing franchisees can display UWIN's seal of approval, signifying their commitment to customer satisfaction and adherence to program standards.
Franchisees approved to participate in the UWIN program receive a participation agreement outlining the terms and conditions. Once UWIN receives the signed agreement, the franchisee will receive a welcome packet and be listed as a contractor on the UWIN website. This inclusion enhances the franchisee's credibility and visibility to potential customers seeking reliable home service providers.
Benjamin Franklin Plumbing franchisees must comply with the Customer Complaint Resolution Program requirements set by UWIN, including using specified written or electronic customer materials. UWIN retains the right to modify the program and the seal, requiring franchisees to adapt their operations accordingly. The agreement lasts until the franchise agreement expires or terminates, and UWIN has the right to request franchisees to sign updated participation agreements with potentially different terms. UWIN also maintains ownership of the Customer Complaint Resolution Program and the seal, with all goodwill generated from their use benefiting UWIN. Upon termination of the agreement, the franchisee will not receive any compensation for goodwill associated with the program.