Where can I find the Byrider procedure for handling customer concerns?
Byrider Franchise · 2025 FDDAnswer from 2025 FDD Document
Page Rev. 08/20/2021 Byrider Sales NSF's 11.60 PROCEDURE: Recording a Byrider NSF 11.60 PROCEDURE: Redeeming a Byrider NSF 11.62 Collateral exchange 11.64 PROCEDURE: Collateral exchange 11.64 Manual recordkeeping musts 11.65 Record retention plan 11.65 Custom customer communications 11.66 BEST PRACTICE: Forms approval 11.66 Advertising – J.D. Byrider Advertising Group 11.67 STANDARD: Advertising 11.67 PROCEDURE: Accessing Byrider Marketing materials 11.68 An advertising plan overview 11.69 STANDARD: Advertising 11.69 Maintaining advertising sources 11.72 PROCEDURE: Maintaining advertising sources in Sales Control 11.72 PROCEDURE: Adding a location specific Source Detail in CRM 11.75 Exporting a leads list in CRM 11.76 PROCEDURE: Scheduling an export of leads in CRM 11.76 Ebyrider.com 11.79 Gramm-Leach-Bliley Privacy Act 11.81 STANDARD: Gramm-Leach-Bliley Privacy Act requirements 11.81 STANDARD: Sharing customer information 11.81 Customer Information Security Plan 11.81 Red Flag Program 11.82 Customer service 11.83 PROCEDURE: Handling customer concerns 11.84 Online reputation management – customer satisfaction 11.86 Red Alerts 11.87 Sales/service meetings 11.91 National compliance program 11.93 STANDARD: Compliance Audits 11.93 An internal audit program 11.94 Safety 11.94 Location set up options in Discover for A.R.E. 11.95 PROCEDURE: Location set up in Discover – A.R.E. 11.95
Source: Item 23 — Receipts (FDD pages 88–335)
What This Means (2025 FDD)
According to Byrider's 2025 Franchise Disclosure Document, the procedure for handling customer concerns is outlined in section 11.84 of the manual. Additionally, the Customer Relations Management system assists with both Agency and Direct Consumer Complaints.
When a Byrider franchisee receives an Agency Complaint (Better Business Bureau, Attorney General, Consumer Financial Protection Bureau, Media, or Private Attorney), they are obligated to investigate the complaint, forward it to Byrider's Customer Service, and respond to the agency in a timely manner. For Direct Consumer Complaints (received via phone or email), the franchisee must investigate, resolve the complaint directly, and report the resolution or action taken to Customer Service.
Byrider's Compliance Department manages the Customer Service mailbox and phone line, tracking all complaints and responses. The franchisee bears the responsibility for investigating, taking corrective action, and resolving these complaints. Franchisees are also required to license and use the Byrider technology system to manage their day-to-day business operations.