How quickly must a Devon Creek franchisee respond to customer complaints?
Devon_Creek Franchise · 2024 FDDAnswer from 2024 FDD Document
Accordingly, Franchisee agrees to: (i) use its best efforts to ensure the complete satisfaction of each of Franchisee's customers; (ii) apply the highest standards of customer service and use good faith in all dealings with customers, potential customers, referral sources, suppliers and creditors; (iii) respond to customer complaints in a courteous, prompt, and professional manner; (iv) use its best efforts to promptly and fairly resolve customer disputes; and (v) within twenty-four (24) hours of receiving a request from Franchisor, provide Franchisor a written summary of the dispute.
If Franchisee fails to resolve a dispute with a customer, for any reason whatsoever, Franchisor, in its sole discretion and for the sole purpose of protecting the goodwill and reputation of the System and the Marks, may (but shall not be obligated to) investigate the matter and take such action as Franchisor may deem necessary or appropriate to resolve the dispute fairly and promptly, including, but not limited to, the issuance of a refund on Franchisee's behalf.
Within ten (10) days after receiving notice thereof, Franchisee shall reimburse Franchisor for any amounts refunded to a customer on Franchisee's behalf. Franchisee hereby authorizes Franchisor to take payment of refunded amounts, at Franchisor's option, through electronic funds transfer or ACH payment. Nothing contained in this Section or any other provision of this Agreement shall be construed to impose liability upon Franchisor to any third party for any action by or obligation of Franchisee.
Source: Item 22 — CONTRACTS (FDD page 45)
What This Means (2024 FDD)
According to Devon Creek's 2024 Franchise Disclosure Document, franchisees must respond to customer complaints in a courteous, prompt, and professional manner. Franchisees are expected to use their best efforts to resolve customer disputes fairly and promptly.
Furthermore, the Devon Creek franchisee is obligated to provide the franchisor with a written summary of the dispute within 24 hours of receiving a request from Devon Creek. This requirement ensures that the franchisor is kept informed of any customer issues and can assist in resolving them if necessary.
If a Devon Creek franchisee fails to resolve a customer dispute, the franchisor has the option to investigate the matter and take action to resolve it, which may include issuing a refund on the franchisee's behalf. The franchisee is then required to reimburse Devon Creek for any amounts refunded to the customer within ten days of receiving notice. Devon Creek is authorized to take payment of refunded amounts through electronic funds transfer or ACH payment.