Under what condition does Burneys Sweets More charge a Customer Complaint Fee?
Burneys_Sweets_More Franchise · 2025 FDDAnswer from 2025 FDD Document
| Name of Fee1 | Amount | Due Date | Remarks |
|---|---|---|---|
| Refurbishing Reimbursement | Our costs and expenses plus 15%. | Upon demand | If we must undertake any refurbishing work on your behalf, you will pay us our costs and expenses and an administrative fee of 15% for the total aggregate amount incurred by us. Additional interest will apply to any late payment of reimbursement. |
| Customer Complaint Fee | Our costs and expenses. | Upon demand. | If a customer complains to us and you fail to satisfactorily remedy the complaint, you will pay us our costs to respond to the complaint. |
| Default Damages | Damages, costs, losses, and expenses, | As incurred. | You must promptly reimburse us for any damages, costs, losses, and expenses, including reasonable attorneys' fees, we incur as a result of any default under the Franchise Agreement. |
| Liquidated damages | An amount equal to royalty fees and marketing fund contributions for the lesser of (i) 2 years or (ii) the remaining weeks of the franchise term. | On demand | Payable if we terminate your franchise agreement because of your default, or if you terminate the franchise agreement without the right to do so. |
| Transfer Damages | 15% of the price paid by the transferee or $25,000, whichever is greater. | Within 15 days of our demand. | Due only if you breach your transfer obligations to us. These are liquidated damages and not a penalty. |
Source: Item 6 — OTHER FEES (FDD pages 11–17)
What This Means (2025 FDD)
According to Burneys Sweets More's 2025 Franchise Disclosure Document, a Customer Complaint Fee may be charged to a franchisee under specific circumstances. If a customer lodges a complaint with Burneys Sweets More, and the franchisee fails to resolve the complaint to the customer's satisfaction, Burneys Sweets More will then respond to the complaint themselves.
Burneys Sweets More will charge the franchisee their costs and expenses incurred while addressing the customer's complaint. The exact amount of these costs and expenses can vary depending on the nature of the complaint and the resources required to resolve it. The fee is due upon demand from Burneys Sweets More.
This policy encourages Burneys Sweets More franchisees to handle customer service issues promptly and effectively at the local level. By holding franchisees accountable for unresolved complaints, Burneys Sweets More aims to maintain consistent quality and customer satisfaction across all franchise locations. It is important for prospective franchisees to understand this fee and prioritize customer service to avoid incurring these charges.