What are the Franchisee's responsibilities when a Byrider franchised location receives an Agency 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. Franchisee must license and use the Byrider technology system necessary to operate day-to-day business.
Source: Item 23 — Receipts (FDD pages 88–335)
What This Means (2025 FDD)
According to Byrider's 2025 Franchise Disclosure Document, when a Byrider franchised location receives an Agency Complaint, the franchisee has specific responsibilities. An Agency Complaint includes complaints from entities such as the Better Business Bureau, Attorney General, Consumer Financial Protection Bureau, media outlets, or private attorneys. The franchisee is required to investigate the complaint thoroughly. After investigating, the franchisee must forward the complaint to Byrider's Customer Service department. Finally, the franchisee must respond to the agency in a timely manner.
In contrast, when a Byrider franchised location receives a Direct Consumer Complaint, such as a phone call or email to Customer Service, the franchisee's responsibilities differ slightly. In this case, the franchisee must investigate the complaint and resolve it directly with the consumer. After resolving the complaint, the franchisee must report the results to Customer Service, detailing the resolution or any actions taken to address the complaint.
Byrider's Compliance Department manages the Customer Service mailbox and phone line, tracking all complaints and responses. However, the franchisee retains the primary responsibility for investigating, taking corrective action, and ultimately resolving these complaints, whether they originate from an agency or directly from a consumer. Byrider also requires franchisees to license and use the Byrider technology system to operate their day-to-day business.