How should a Chem Dry franchisee identify themselves in dealings with customers?
Chem_Dry Franchise · 2024 FDDAnswer from 2024 FDD Document
C. COMPLIANCE WITH LAWS AND GOOD BUSINESS PRACTICES
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- FRANCHISEE shall secure and maintain in force in its name all required licenses, permits and certificates relating to the operation of the BUSINESS. FRANCHISEE shall operate the BUSINESS in full compliance with all applicable laws, ordinances and regulations, including without limitation all government regulations relating to environmental protection, occupational hazards and health, worker's compensation insurance, unemployment insurance, terrorist activities, and withholding and payment of federal and state income taxes, social security taxes and sales and service taxes.
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- The BUSINESS shall, in all dealings with customers, suppliers, CDI and the public, adhere to the highest standards of honesty, integrity, fair dealing and ethical conduct, including but not limited to, performing Approved Services pursuant to the BUSINESS within a reasonable amount of time from a customer's request. FRANCHISEE shall address all customer complaints in a timely manner and work diligently to resolve issues concerning the services provided pursuant to this Agreement. In the event CDI becomes involved in the resolution of a customer complaint, FRANCHISEE agrees to cooperate fully with CDI and its representatives in the investigation of the complaint. CDI will determine whether to offer to the customer as a result of CDI's investigation. FRANCHISEE will pay the cost of resolution, including any discounts or refunds to the customer CDI may deem, in its sole discretion, as necessary under the circumstances. CDI's decision is are binding upon FRANCHISEE.
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- FRANCHISEE agrees to refrain from any business or advertising practice which may be injurious to the business of CDI and the goodwill associated with the Marks and other CHEM-DRY Businesses. FRANCHISEE shall notify CDI in writing within five (5) days of the commencement of any action, suit or proceeding, and of the issuance of any order, writ, summons, injunction, award or decree in any court, agency or other governmental instrumentality, which may adversely affect FRANCHISEE'S operation or financial condition or that of the BUSINESS and of any notice of violation of any law, ordinance, or regulation relating to the BUSINESS.
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- FRANCHISEE acknowledges and agrees that to comply with all federal, state, and other data security and privacy legislation applicable to the BUSINESS and its customers, and any Payment Card Industry Data Security Standards applicable to credit card data or related information.
Source: Item 23 — Receipts (FDD pages 68–264)
What This Means (2024 FDD)
According to Chem Dry's 2024 Franchise Disclosure Document, a franchisee must adhere to the highest standards of honesty, integrity, fair dealing, and ethical conduct in all dealings with customers, suppliers, Chem Dry, and the public. This includes performing approved services within a reasonable timeframe from a customer's request. Franchisees are expected to address customer complaints promptly and work diligently to resolve any issues related to the services provided under the franchise agreement.
In cases where Chem Dry becomes involved in resolving a customer complaint, the franchisee must fully cooperate with Chem Dry and its representatives during the investigation. Chem Dry has the authority to determine the appropriate resolution, which may include offering discounts or refunds to the customer. The franchisee is obligated to cover the costs associated with resolving the complaint, and Chem Dry's decisions are binding.
Furthermore, franchisees must avoid any business or advertising practices that could harm Chem Dry's business or the goodwill associated with its trademarks and other Chem Dry businesses. Franchisees are required to notify Chem Dry in writing within five days of any legal actions, suits, proceedings, or governmental orders that could adversely affect the franchisee's operation, financial condition, or the business itself, as well as any notices of violation of laws, ordinances, or regulations related to the business. Franchisees must also comply with all applicable data security and privacy legislation, including Payment Card Industry Data Security Standards for credit card data.