Under what circumstances can Cinch I.T. intervene in a client complaint?
Cinch_I_T Franchise · 2024 FDDAnswer from 2024 FDD Document
- (l) You shall promptly respond to any and all client inquiries or complaints and achieve client satisfaction for reasonable complaints through refund of fees or other accommodation to client's satisfaction as may be appropriate, as well as taking such other steps as may be required by Us to insure positive client relations and to maintain the goodwill of the CINCH I.T. System. If We reasonably determine that You have not fairly handled a client complaint, We may intervene in order to resolve the matter to the client's satisfaction. You must reimburse Us for all costs We incur in satisfying Your client.
Source: Item 23 — RECEIPTS (FDD pages 60–269)
What This Means (2024 FDD)
According to the 2024 Cinch I.T. Franchise Disclosure Document, a franchisee is expected to promptly address client inquiries and complaints, striving to achieve client satisfaction through methods like fee refunds or other accommodations. These actions are intended to maintain positive client relations and uphold the goodwill of the Cinch I.T. system.
However, Cinch I.T. retains the right to intervene in client complaints if they reasonably determine that the franchisee has not handled the complaint fairly. If Cinch I.T. does intervene, it will resolve the matter to the client's satisfaction.
In the event that Cinch I.T. steps in to resolve a client complaint, the franchisee is responsible for reimbursing Cinch I.T. for all costs incurred in satisfying the client. This could include the costs of refunds, additional services, or other forms of compensation provided to the client to resolve the issue.