What is the consequence if a Bombs Away franchisee fails to promptly resolve customer complaints?
Bombs_Away Franchise · 2024 FDDAnswer from 2024 FDD Document
used in the Business, by any means designated by Bombs Away Franchising.
- 7.8 Customer Complaints. Franchisee shall use its best efforts to promptly resolve any customer complaints. Bombs Away Franchising may take any action it deems appropriate to resolve a customer complaint regarding the Business, and Bombs Away Franchising may require Franchisee to reimburse Bombs Away Franchising for any expenses.
- 7.9 Evaluation and Compliance Programs. Franchisee shall participate at its own expense in programs required from time to time by Bombs Away Franchising for obtaining customer evaluations, reviewing Franchisee's compliance with the System, and/or managing customer complaints, which may include (but are not limited to) a customer feedback system, customer survey programs, and mystery shopping. Bombs Away Franchising shall share with Franchisee the results of these programs, as they pertain to the Business. Franchisee must meet or exceed any minimum score requirements set by Bombs Away Franchising for such programs. Bombs Away Franchising may set minimum scores that Franchisee must receive from the public on internet review sites (such as Yelp or Google).
- 7.10 Payment Systems. Franchisee shall accept payment from customers in any form or manner designated by Bombs Away Franchising (which may include, for example, cash, specific credit and/or debit cards, gift cards, electronic fund transfer systems, and mobile payment systems). Franchisee shall purchase or lease all equipment and enter into all business relationships necessary to accept payments as required by Bombs Away Franchising. Franchisee must at all times comply with payment card industry data security standards (PCI-DSS).
- 7.11 Gift Cards, Loyalty Programs, and Incentive Programs. At its own expense, Franchisee shall sell or otherwise issue gift cards, certificates, or other pre-paid systems, and participate in any customer loyalty programs, membership/subscription programs, or customer incentive programs, designated by Bombs Away Franchising, in the manner specified by Bombs Away Franchising in the Manual or otherwise in writing. Franchisee shall honor all valid gift cards and other pre-paid systems, regardless of whether issued by Franchisee or another Bombs Away business. Franchisee shall comply with all procedures and specifications of Bombs Away Franchising related to gift cards, certificates, and other pre-paid systems, or related to customer loyalty, membership/subscription, or customer incentive programs.
- 7.12 Maintenance and Repair. If the Location will be open to the public or used for meeting customers or potential customers, then Franchisee shall at all times keep the Business in a neat and clean condition, perform all appropriate maintenance, and keep all physical property in good repair. In addition, Franchisee shall promptly perform all work on the physical property of the Business as Bombs Away Franchising may prescribe from time to time.
- 7.13 Vehicles. We strongly recommend a midsize pickup truck, white in color, such as a Toyota Tundra or Nissan Frontier, with our brand wrap/logo.
Source: Item 22 — CONTRACTS (FDD pages 35–36)
What This Means (2024 FDD)
According to Bombs Away's 2024 Franchise Disclosure Document, Bombs Away Franchising has the authority to take action to resolve customer complaints regarding the franchisee's business. If Bombs Away Franchising resolves a customer complaint, the franchisee may be required to reimburse Bombs Away Franchising for any expenses incurred.
Bombs Away Franchising also requires franchisees to participate in programs designed to evaluate customer feedback and manage complaints. These programs may include customer feedback systems, surveys, and mystery shopping. Franchisees must meet or exceed minimum score requirements set by Bombs Away Franchising for these programs and on internet review sites like Yelp or Google.
Furthermore, if Bombs Away Franchising conducts an evaluation due to a customer complaint, the franchisee may be charged for all out-of-pocket expenses plus an evaluation fee. If a franchisee fails to correct deficiencies noted during an evaluation, it will be considered a default under the Franchise Agreement. Bombs Away Franchising also has the right to cure any default on behalf of the franchisee, with the franchisee responsible for reimbursing all costs and expenses plus a 10% administrative fee.