Under what condition is the Non-Performance Fee charged for a Buildingstars franchise?

According to Buildingstars's 2025 Franchise Disclosure Document, a Non-Performance Fee is charged if Buildingstars receives a complaint from a customer that is not resolved by the franchisee within 24 hours. The fee is $25 per hour per person needed to resolve the complaint, plus any out-of-pocket expenses incurred by Buildingstars.

This means that if a Buildingstars franchisee fails to adequately address a customer's complaint within the specified timeframe, Buildingstars can step in to resolve the issue and charge the franchisee for the time and expenses involved. This fee is designed to ensure that customer complaints are handled promptly and effectively, maintaining the quality of service expected from the Buildingstars brand.

The Non-Performance Fee is due immediately, indicating the urgency with which Buildingstars expects franchisees to address customer issues. Franchisees should prioritize customer service and have systems in place to respond to and resolve complaints quickly to avoid incurring this fee. This could include having sufficient staffing, maintaining open communication channels with customers, and establishing clear protocols for addressing and resolving complaints.