What is a Care Plus Medical Ucc franchisee's responsibility 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 the 2024 Care Plus Medical Ucc Franchise Disclosure Document, franchisees are responsible for promptly resolving customer complaints. Franchisees must use their best efforts to address and resolve any complaints that arise from their business operations.
Care Plus Medical Ucc retains the authority to take action to resolve customer complaints directly and may require the franchisee to reimburse Care Plus Medical Ucc for any expenses incurred in resolving these complaints. This could include situations where Care Plus Medical Ucc steps in to handle a complaint that the franchisee has not adequately addressed.
Furthermore, Care Plus Medical Ucc requires franchisees to participate in programs designed to evaluate customer feedback, monitor compliance with system standards, and manage customer complaints. These programs may include customer feedback systems, customer survey programs, and mystery shopping. Franchisees are responsible for the expenses associated with participating in these programs and must meet or exceed any minimum score requirements set by Care Plus Medical Ucc. Care Plus Medical Ucc may also set minimum score requirements for public internet review sites like Yelp or Google, adding another layer of accountability for customer satisfaction.