What is the timeframe a Buildingstars franchisee has to remedy a customer complaint to avoid a Non-Performance Fee?
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' 2025 Franchise Disclosure Document, a franchisee has a 24-hour period to remedy a customer complaint to avoid a Non-Performance Fee. If Buildingstars receives a complaint, they will first offer the franchisee an opportunity to resolve it.
If the franchisee successfully addresses the complaint within 24 hours of Buildingstars' notification, no Non-Performance Fee will be charged. However, if the complaint remains unresolved after this 24-hour period, Buildingstars reserves the right, but not the obligation, to step in and resolve the issue themselves.
Should Buildingstars resolve the complaint, the franchisee will be charged a Non-Performance Fee. This fee is calculated at a rate 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 franchisee's billings that Buildingstars collects.