What is the Boulder Designs franchisee responsible for regarding sending a picture of the completed project to the customer for review and approval?
Boulder_Designs Franchise · 2025 FDDAnswer from 2025 FDD Document
Franchisee agrees to promptly address all complaints in accordance with the procedures contained in the Operations Manual or as otherwise provided by the Franchisor. If Franchisee is unable or unwilling to
resolve a customer complaint within forty-eight (48) hours, and it becomes necessary for us to reimburse a customer in settlement of his or her complaint about work performed at or by your Boulder Designs business, you agree to promptly reimburse us for amounts expended on account of any such complaint. Your obligations and liabilities under this Section shall survive any termination or expiration of this Agreement.
Source: Item 22 — CONTRACTS (FDD page 50)
What This Means (2025 FDD)
Based on the 2025 Franchise Disclosure Document, the FDD does not specify any requirements for Boulder Designs franchisees to send pictures of completed projects to customers for review and approval. The document does outline the franchisee's responsibility to conform to customer service standards and address complaints.
Specifically, Section 13.19 discusses customer complaints, stating that franchisees must promptly address all complaints according to procedures in the Operations Manual or as directed by the franchisor. If a franchisee cannot resolve a complaint within 48 hours, and Boulder Designs reimburses the customer, the franchisee must promptly reimburse Boulder Designs.
While the FDD does not explicitly mention project photos, franchisees should inquire with the franchisor about any requirements or best practices related to providing visual updates or seeking approval from customers during or after project completion. This will ensure they meet customer expectations and maintain quality standards.