What is the Crown Gold Exchange franchisee's obligation regarding customer complaints?
Crown_Gold_Exchange Franchise · 2024 FDDAnswer from 2024 FDD Document
unlimited access to Franchisee's point of sale system and other software systems used in the Business, by any means designated by Crown Gold Franchising.
- 7.8 Customer Complaints. Franchisee shall use its best efforts to promptly resolve any customer complaints. Crown Gold Franchising may take any action it deems appropriate to resolve a customer complaint regarding the Business, and Crown Gold Franchising may require Franchisee to reimburse Crown Gold Franchising for any expenses.
- 7.9 Evaluation and Compliance Programs. Franchisee shall participate at its own expense in programs required from time to time by Crown Gold Franchising 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. Crown Gold Franchising 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 Crown Gold Franchising for such programs. Crown Gold Franchising may set minimum scores that Franchisee must receive from the public on internet review sites (such as Yelp or Google).
- 7.10 Payment Systems. Franchisee shall accept payment from customers in any form or manner designated by Crown Gold Franchising (which may include, for example, cash, specific credit and/or debit cards, gift cards, electronic fund transfer systems, and mobile payment systems).
Source: Item 22 — CONTRACTS (FDD pages 38–39)
What This Means (2024 FDD)
According to the 2024 Crown Gold Exchange Franchise Disclosure Document, franchisees have specific obligations regarding customer complaints. Franchisees must exert their best effort to promptly resolve any customer complaints they receive. Crown Gold Exchange retains the authority to take action it deems necessary to resolve customer complaints related to the franchisee's business, and may require the franchisee to reimburse Crown Gold Exchange for any expenses incurred in resolving the complaints.
Crown Gold Exchange franchisees must participate in programs required by Crown Gold Exchange, at the franchisee's own expense, for obtaining customer evaluations, reviewing compliance with the Crown Gold Exchange system, and managing customer complaints. These programs may include customer feedback systems, customer survey programs, and mystery shopping. Crown Gold Exchange will share the results of these programs with the franchisee, as they pertain to the franchisee's business.
Furthermore, Crown Gold Exchange may set minimum score requirements for these programs, which the franchisee must meet or exceed. Crown Gold Exchange may also set minimum scores that the franchisee must receive from the public on internet review sites like Yelp or Google. If Crown Gold Franchising conducts an inspection because of a customer complaint or other customer feedback, Crown Gold Franchising may charge all out-of-pocket expenses plus its then-current inspection fee to Franchisee.