What must a Byrider franchisee do when their franchised location receives an Agency Complaint?
Byrider Franchise · 2025 FDDAnswer from 2025 FDD Document
The Customer Relations Management assists with Agency and Direct Consumer Complaints. 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.
Source: Item 23 — Receipts (FDD pages 88–335)
What This Means (2025 FDD)
According to the 2025 Byrider Franchise Disclosure Document, when a Byrider franchised location receives an Agency Complaint, the franchisee has specific obligations. An Agency Complaint includes complaints from entities such as the Better Business Bureau, Attorney General, Consumer Financial Protection Bureau, media outlets, or private attorneys.
Upon receiving such a complaint, the Byrider franchisee is required to investigate the complaint thoroughly. After the investigation, the franchisee must forward the complaint to Byrider's Customer Service department. It is also imperative that the franchisee respond to the agency in a timely manner.
Byrider also provides a Customer Relations Management system that assists with both Agency and Direct Consumer Complaints. The Compliance Department at Byrider administers a Customer Service mailbox and phone line to track complaints and responses. Ultimately, the franchisee is responsible for taking corrective action and resolving these complaints.