If ABCR requests additional information or documentation from a Budget Licensee regarding a customer complaint, how many days does the Licensee have to respond in writing?
Budget Franchise · 2025 FDDAnswer from 2025 FDD Document
(iii) All requests for additional information or documentation made by ABCR must be in writing (via electronic mail or facsimile). Licensee must respond to such request in writing within the period set forth in the Joint Resolution Procedure but no more than ten (10) days. All responses made by Licensee must answer the question(s) raised and/or provide the information requested in such request.
Source: Item 23 — RECEIPTS (FDD pages 80–426)
What This Means (2025 FDD)
According to Budget's 2025 Franchise Disclosure Document, if ABCR requests additional information or documentation from a Budget licensee regarding a customer complaint, the licensee must respond in writing within the period set forth in the Joint Resolution Procedure, but no more than ten (10) days. The request from ABCR must be in writing, either via electronic mail or facsimile. The licensee's response must answer the questions raised and/or provide the information requested.
This requirement ensures that customer complaints are addressed promptly and efficiently. By adhering to the Joint Resolution Procedure and responding within the specified timeframe, Budget licensees can maintain customer satisfaction and avoid potential escalations of complaints. The written format of both the request and the response helps to ensure clarity and provides a documented record of the communication.
Failure to comply with this requirement could result in ABCR taking action to resolve the complaint on the licensee's behalf, potentially incurring costs that the licensee would be responsible for. Therefore, it is crucial for Budget licensees to prioritize and respond to information requests from ABCR within the stipulated timeframe to maintain control over the complaint resolution process and minimize potential financial implications.