What is the Care Plus Medical UCC Franchisee's obligation regarding customer complaints?
Care_Plus_Medical_Ucc Franchise · 2024 FDDAnswer from 2024 FDD Document
- 7.8 Customer Complaints. Franchisee shall use its best efforts to promptly resolve any customer complaints.
Care Plus Medical UCC may take any action it deems appropriate to resolve a customer complaint regarding the Business, and Care Plus Medical UCC may require Franchisee to reimburse Care Plus Medical UCC for any expenses.
- 7.9 Evaluation and Compliance Programs. Franchisee shall participate at its own expense in programs required from time to time by Care Plus Medical UCC for obtaining customer evaluations, reviewing Franchisee's compliance with the System, and/or managing customer complaints, which may include (but are not limited to) a customer feedback system, customer survey programs, and mystery shopping.
Care Plus Medical UCC shall share with Franchisee the results of these programs, as they pertain to the Business.
Franchisee must meet or exceed any minimum score requirements set by Care Plus Medical UCC for such programs.
Care Plus Medical UCC may set minimum scores that Franchisee must receive from the public on internet review sites (such as Yelp or Google).
Source: Item 22 — CONTRACTS (FDD page 41)
What This Means (2024 FDD)
According to Care Plus Medical UCC's 2024 Franchise Disclosure Document, franchisees are obligated to use their best efforts to promptly resolve any customer complaints. Care Plus Medical UCC retains the right to take any action it deems appropriate to resolve customer complaints related to the franchisee's business.
Care Plus Medical UCC can require the franchisee to reimburse Care Plus Medical UCC for any expenses incurred while resolving customer complaints. This means a franchisee could face unexpected costs if Care Plus Medical UCC steps in to handle a customer issue.
Furthermore, franchisees must participate in programs required by Care Plus Medical UCC, at the franchisee's own expense, for obtaining customer evaluations, reviewing compliance with the Care Plus Medical UCC system, and managing customer complaints. These programs may include customer feedback systems, customer survey programs, and mystery shopping. Care Plus Medical UCC will share the results of these programs with the franchisee as they pertain to their business. Franchisees must meet or exceed any minimum score requirements set by Care Plus Medical UCC for these programs, which may also include minimum scores on internet review sites like Yelp or Google.
In summary, Care Plus Medical UCC franchisees must actively address customer complaints, potentially bear the costs of Care Plus Medical UCC's intervention in resolving complaints, and participate in evaluation programs to maintain satisfactory customer feedback scores. This highlights the importance of proactive customer service and adherence to Care Plus Medical UCC's standards to avoid additional expenses and maintain a positive reputation.