What happens if a Crown Gold Exchange franchisee receives a customer complaint?
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 Crown Gold Exchange's 2024 Franchise Disclosure Document, franchisees are expected to address customer complaints promptly. Specifically, the franchisee must use their best efforts to resolve any customer complaints they receive.
Crown Gold Franchising retains the authority to take action to resolve customer complaints related to the franchisee's business. If Crown Gold Franchising incurs expenses while resolving a customer complaint, they can require the franchisee to reimburse them for these expenses.
Furthermore, Crown Gold Exchange requires franchisees to participate in programs designed to evaluate customer feedback, monitor compliance with the Crown Gold Exchange system, 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 Crown Gold Franchising for these programs, including scores on internet review sites like Yelp or Google. If Crown Gold Franchising conducts an inspection because of a customer complaint, the franchisee may be charged for all out-of-pocket expenses plus an inspection fee.