What must a Byrider franchisee do when their franchised location receives a Direct Consumer Complaint?
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.
Source: Item 23 — Receipts (FDD pages 88–335)
What This Means (2025 FDD)
According to Byrider's 2025 Franchise Disclosure Document, when a franchisee's location receives a Direct Consumer Complaint (defined as a Customer Service phone/email), the franchisee is required to take specific actions. First, the franchisee must investigate the complaint to understand the issues. Then, the franchisee is expected to resolve the complaint directly with the consumer. Finally, the franchisee must report the results of the investigation and resolution to Byrider's Customer Service department, detailing the actions taken to address the complaint.
This process ensures that consumer complaints are handled efficiently and effectively at the local level, while also keeping Byrider informed of any recurring issues or trends. Byrider's Compliance Department administers the Customer Service mailbox and phone line and tracks the complaints and responses. This allows Byrider to monitor the types of complaints received and the effectiveness of the franchisees' responses.
By requiring franchisees to handle direct consumer complaints, Byrider places responsibility on the local operators who are best positioned to understand and address the specific issues. However, franchisees must also adhere to Byrider's standards and report their actions to ensure consistency and accountability across the franchise system. This dual approach aims to provide a positive customer experience while maintaining brand integrity.
It is important for prospective franchisees to understand this process and be prepared to dedicate the necessary resources to investigate, resolve, and report on consumer complaints in a timely manner. Failure to do so could potentially lead to negative customer reviews, legal issues, or even franchise agreement violations.