Where can I find information about Byrider's complaint response standards?
Byrider Franchise · 2025 FDDAnswer from 2025 FDD Document
| Purpose | 1.1 |
|---|---|
| Receipt | 1.1 |
| How to contact us | 1.1 |
| Copyright protection | 1.1 |
| Notices regarding sharing of information and hiring of employees | 1.2 |
| STANDARD: Protection of Byrider proprietary marks | 1.2 |
| STANDARD: Confidentiality and Non-disclosure Agreement | 1.2 |
| Byrider organizational models | 1.3 |
| Legal notices | 1.4 |
| Sworn Statement of Responsibility and Confidentiality | 1.5 |
| How to use this manual | 1.7 |
| STANDARD: Customers signing blank forms | 1.7 |
| PROCEDURE: Layout of procedures in Byrider manuals | 1.7 |
| BEST PRACTICE: Courtesy calls | 1.8 |
| Position titles | 1.8 |
| Manual components | 1.8 |
| Training and the manual | 1.9 |
| Revisions | 1.9 |
| Business licenses | 1.9 |
| Compliance Management System (CMS) | 1.10 |
| STANDARD: Compliance Management Systems | 1.10 |
| STANDARD: Compliance training | 1.10 |
| STANDARD: Complaint response | 1.11 |
| BEST PRACTICE: Consumer relations representative | 1.12 |
| Standards in conflict with laws and/or regulations | 1.12 |
| BEST PRACTICE: Standards in conflict with laws and/or regulations | 1.12 |
| Discover security | 1.13 |
| Reporting | 1.14 |
| Finding a Discover report | 1.15 |
| PROCEDURE: Finding a Discover report using "Your Top 10" | 1.15 |
| PROCEDURE: Finding a Discover report using "Help Me Find A Report" | 1.17 |
| Printing Discover Reports | 1.19 |
| PROCEDURE: Printing Discover reports | 1.19 |
| Saving a Discover report as an Excel spreadsheet | 1.20 |
| PROCEDURE: Saving a Discover report as an Excel file | 1.20 |
| Reports usage by position | 1.21 |
Source: Item 23 — Receipts (FDD pages 88–335)
What This Means (2025 FDD)
According to Byrider's 2025 Franchise Disclosure Document, information regarding complaint response standards can be found in multiple locations. Specifically, the table of contents for Byrider's manuals includes a section dedicated to "STANDARD: Complaint response" under section 1.11. This indicates that the Byrider manuals contain detailed standards for how franchisees should handle and respond to customer complaints.
Furthermore, the FDD outlines the franchisee's responsibilities in handling complaints. When a Byrider franchised location receives an Agency Complaint (Better Business Bureau, Attorney General, Consumer Financial Protection Bureau, Media, or Private Attorney), the franchisee must investigate the complaint, forward it to Byrider's Customer Service, and respond to the agency in a timely manner. For Direct Consumer Complaints (Customer Service phone/email), the franchisee is expected to investigate, resolve the complaint directly, and report the resolution to Customer Service.
Byrider's Compliance Department manages the Customer Service mailbox and phone line, tracking complaints and responses to ensure compliance. Franchisees are required to license and use Byrider's technology system, which includes Customer Relations Management (CRM) tools, to assist with managing both Agency and Direct Consumer Complaints. This system is provided at no additional cost to the franchisee. This system is part of the Byrider Proprietary Software, off-the-shelf software, hardware, Software as a Service (SaaS) platforms from third party providers as well as public cloud-based platforms, and dealer management system.