Under what condition is a Crave Cookies franchisee required to hire a reputation management and improvement company, according to the franchise agreement?

Based on the 2025 Crave Cookies Franchise Disclosure Document, franchisees may be required to meet minimum score requirements set by Crave Cookies on internet review sites like Yelp or Google. While the FDD excerpt does not explicitly state that a franchisee must hire a reputation management company if they fail to meet these minimum scores, it does state that failing to meet the minimum score requirement for inspections will be a default under the agreement.

This implies that consistently low scores on these review sites could potentially lead to further action from Crave Cookies, as the franchisor may take action to resolve customer complaints and may require the franchisee to reimburse Crave Cookies for any expenses incurred. It is also important to note that Crave Cookies may take any action it deems appropriate to resolve a customer complaint regarding the business.

Therefore, while not explicitly mandated, maintaining a positive online reputation is crucial for a Crave Cookies franchisee to avoid potential defaults or interventions by the franchisor. A prospective franchisee should clarify with Crave Cookies what specific actions or requirements would be triggered by failing to meet minimum online review scores, and whether hiring a reputation management company would be an acceptable or required solution in such a case.