Can Bombs Away Franchising take action to resolve customer complaints regarding a Bombs Away business?

According to Bombs Away's 2024 Franchise Disclosure Document, Bombs Away Franchising has the authority to take action to resolve customer complaints regarding a franchisee's business. Furthermore, Bombs Away Franchising can require the franchisee to reimburse them for any expenses incurred in resolving the complaint. This clause in the franchise agreement highlights the franchisor's commitment to customer satisfaction and brand reputation across all franchise locations.

Bombs Away franchisees are expected to use their best efforts to promptly resolve customer complaints. Franchisees are also required to participate in programs to obtain customer evaluations, review compliance with the Bombs Away system, and manage customer complaints. These programs may include customer feedback systems, customer survey programs, and mystery shopping. Bombs Away Franchising will share the results of these programs with the franchisee, as they pertain to their business, and may set minimum score requirements for such programs, including scores on internet review sites.

Bombs Away Franchising also has the right to conduct business evaluations, which may include speaking with employees and customers. If an evaluation is conducted due to a customer complaint, Bombs Away Franchising may charge the franchisee for all out-of-pocket expenses plus an evaluation fee. Additionally, if a franchisee breaches the franchise agreement, Bombs Away Franchising can take action to cure the default on behalf of the franchisee, with the franchisee required to reimburse Bombs Away Franchising for all costs and expenses plus a 10% administrative fee.