Can Benjamin Franklin Plumbing require a franchisee to use their branded toll-free number?
Benjamin_Franklin_Plumbing Franchise · 2025 FDDAnswer from 2025 FDD Document
Telephone Services. The telephone numbers and electronic identities you use in connection with the Franchised Business must be owned and controlled by us or a designated approved supplier. We require you to "port" or transfer to an approved call routing and tracking supplier all phone numbers associated with the Franchised Business. We reserve the right to require you to use our branded toll-free number. We recommend that you also retain and utilize a caller analytics and recording system.
Source: Item 8 — RESTRICTIONS ON SOURCES OF PRODUCTS AND SERVICES (FDD pages 37–43)
What This Means (2025 FDD)
According to the 2025 Benjamin Franklin Plumbing Franchise Disclosure Document, Benjamin Franklin Plumbing reserves the right to require franchisees to use their branded toll-free number. Additionally, the franchisee must ensure that all telephone numbers and electronic identities used for the franchised business are owned and controlled by Benjamin Franklin Plumbing or a designated approved supplier. This means franchisees may not be able to use their existing business phone numbers without transferring them to a system approved by the franchisor.
During the first three years of operation, franchisees are required to use a designated call center for overflow, after-hours, and weekend calls. After this initial period, franchisees can discontinue using the call center unless they fail to meet minimum performance requirements or the "live" voice requirement, in which case Benjamin Franklin Plumbing can re-impose the call center requirement. The franchisor can designate themselves or an affiliate as the call center provider; however, as of the date of the disclosure document, the designated vendor is Call Point, an independent third party.
These requirements ensure that Benjamin Franklin Plumbing maintains control over customer interactions and brand consistency. For a prospective franchisee, this means adhering to specific phone and call handling protocols, which could involve additional costs and a dependence on approved vendors. It is important for potential franchisees to understand the implications of these requirements on their business operations and customer service strategies.