Does Byrider have a customer service hotline, as mentioned in Chapter 8?
Byrider Franchise · 2025 FDDAnswer from 2025 FDD Document
When Franchisee's franchised location receives an Agency Complaint (such as Better Business Bureau, Attorney General, Consumer Financial Protection Bureau, Media, or Private Attorney), Franchisee must investigate the complaint, forward the complaint to the Company's Customer Service, and timely respond to the Agency; when Franchisee's franchised location receives a Direct Consumer Complaint (i.e., Customer Service phone/email), Franchisee will investigate the complaint, resolve it directly, and timely report the results to Customer Service detailing the resolution or action taken. The Company's Compliance Department administers the Customer Service mailbox and phone line and tracks the complaints and responses. Franchisee is responsible for investigating, taking corrective action, and resolving these complaints. Franchisee must license and use the Byrider technology system necessary to operate day-to-day business. Franchisee must pay the cost of the technology system to the appropriate vendor as shown on Exhibit D, Appendix B, upon receiving invoices. Exhibit D, Appendix A, identifies the items that are typically required per franchised location.
Source: Item 23 — Receipts (FDD pages 88–335)
What This Means (2025 FDD)
According to the 2025 Byrider Franchise Disclosure Document, Byrider has a Customer Service Department that administers a Customer Service mailbox and phone line. When a Byrider franchisee receives an agency complaint, the franchisee must forward the complaint to Byrider's Customer Service. When the franchisee receives a direct consumer complaint, the franchisee will investigate the complaint, resolve it directly, and report the results to Customer Service. The Compliance Department administers the Customer Service mailbox and phone line and tracks the complaints and responses.
This means that Byrider franchisees are expected to handle customer complaints at the local level but must also report these complaints and their resolutions to Byrider's corporate Customer Service. This dual approach allows Byrider to maintain oversight of customer service issues across all franchise locations, ensuring consistency and compliance with brand standards. The franchisee is responsible for investigating, taking corrective action, and resolving these complaints.
For a prospective franchisee, this system implies a need for strong customer service skills and the ability to manage and resolve complaints effectively. It also highlights the importance of timely and accurate reporting to Byrider's Customer Service Department. The franchisee must license and use the Byrider technology system necessary to operate day-to-day business. Franchisee must pay the cost of the technology system to the appropriate vendor as shown on Exhibit D, Appendix B, upon receiving invoices. Exhibit D, Appendix A, identifies the items that are typically required per franchised location.