Who is responsible for the fees associated with the Call Center option that a Brain Balance franchisee chooses?

According to Brain Balance's 2025 Franchise Disclosure Document, the franchisee is responsible for all fees associated with the Call Center option they elect to use. Brain Balance requires franchisees to contract for call center services, either through Brain Balance's internal call center, a designated vendor, or a vendor approved by Brain Balance to handle inbound inquiries. As an alternative, a franchisee can employ a full-time staff member dedicated solely to responding to these inquiries.

This means a prospective Brain Balance franchisee needs to budget for the ongoing costs of managing inbound customer inquiries. They have the flexibility to choose the most suitable option for their business, but they must cover the expenses, whether it's contracting with a call center or hiring a full-time employee.

This requirement ensures that all inbound inquiries are promptly and professionally addressed, which is crucial for attracting and retaining clients. The franchisee's choice will likely depend on factors such as cost, the volume of inquiries, and their desired level of control over customer interactions. Franchisees should carefully evaluate these factors to make an informed decision that aligns with their business goals and financial capabilities.

It is common in the franchise industry for franchisees to bear the costs of services and resources necessary for operating their business, including customer service functions like call centers. This arrangement allows the franchisor to maintain brand consistency and service standards while enabling franchisees to manage their operational costs based on their specific needs and circumstances.