What is the required action for a Byrider licensee regarding communication with the licensor about the Licensed System?
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 the 2025 Byrider Franchise Disclosure Document, Byrider franchisees are required to investigate complaints, forward agency complaints to Byrider's Customer Service, and respond to the agency in a timely manner. When a Byrider franchisee receives a direct consumer complaint, they must investigate the complaint, resolve it directly, and report the results to Customer Service, detailing the resolution or action taken. Byrider's Compliance Department manages the Customer Service mailbox and phone line, tracking complaints and responses. Franchisees are responsible for taking corrective action and resolving these complaints.
This requirement ensures that Byrider maintains a consistent brand image and quality of service across all franchise locations. By centralizing the tracking of complaints through the Customer Service department, Byrider can monitor trends and address systemic issues that may be affecting multiple franchisees. The franchisee's role in investigating and resolving complaints directly allows for quicker resolution and improved customer satisfaction.
Byrider's mandate for franchisees to use the Byrider technology system for day-to-day operations ensures that all locations are operating on the same platform, facilitating data collection and analysis. This data can be used to identify areas for improvement and to develop best practices that can be shared across the franchise system. The Customer Relations Management system, provided at no additional cost, assists with managing agency and direct consumer complaints, streamlining the complaint resolution process.
Failure to comply with these communication and resolution protocols could result in penalties or other consequences as outlined in the franchise agreement. Therefore, it is crucial for prospective Byrider franchisees to understand and adhere to these requirements to maintain a positive relationship with both customers and the franchisor.