What is the initial step Buildingstars takes when receiving a customer complaint about a franchisee?
Buildingstars Franchise · 2025 FDDAnswer from 2025 FDD Document
ement Fee from the amount of billings BUILDINGSTARS collects for the FRANCHISEE, as more fully described in Sec. VI.D. below. No part of the Management Fee is refundable.
- C. Non-Performance Fee. In order to encourage full attention to Customer needs, a Non-Performance Fee will be charged if BUILDINGSTARS' standards have not been followed resulting in a Customer complaint in which BUILDINGSTARS intervenes to resolve. If BUILDINGSTARS receives a bona fide complaint from a Customer, BUILDINGSTARS will first offer FRANCHISEE an opportunity to remedy the Customer's complaint. If FRANCHISEE remedies the complaint within a twenty-four (24) hour period after BUILDINGSTARS is notified of the Customer's complaint, BUILDINGSTARS will not charge FRANCHISEE a Non-Performance Fee. However, if after the twenty-four (24)
Source: Item 22 — CONTRACTS (FDD page 43)
What This Means (2025 FDD)
According to Buildingstars's 2025 Franchise Disclosure Document, when Buildingstars receives a complaint from a customer regarding a franchisee, the first step Buildingstars takes is to offer the franchisee an opportunity to resolve the complaint. This initial opportunity allows the franchisee to address the issue directly with the customer.
Buildingstars provides the franchisee with a 24-hour window to remedy the customer's complaint. If the franchisee successfully resolves the complaint within this timeframe, Buildingstars will not charge the franchisee a Non-Performance Fee. This encourages franchisees to promptly and effectively address customer concerns.
However, if the franchisee fails to adequately remedy the complaint within the 24-hour period, Buildingstars reserves the right, but not the obligation, to step in and resolve the issue themselves. In such cases, Buildingstars may charge the franchisee a Non-Performance Fee of $25 per hour per person needed to resolve the complaint, in addition to any out-of-pocket expenses incurred. Buildingstars will then deduct this Non-Performance Fee from the payments Buildingstars collects on behalf of the franchisee.