Does Dollar Rent A Car have the right to develop a customer service program?
Dollar_Rent_A_Car Franchise · 2025 FDDAnswer from 2025 FDD Document
We shall have the right to develop, from time to time, a Program for customer service including, but not limited to a customer dispute resolution program.
Under any such customer service Program(s), We shall have the right to resolve disputes between You and customers of the System who have rented from You at Our discretion and shall have the right to charge You up to the amount of the total rental charged to the customer by You plus a handling fee as may be prescribed in the Operations Guide from time to time.
Notwithstanding anything to the contrary contained in this Agreement, We shall have the right to offer to franchisees discounts and incentives and impose additional charges on products and services supplied by Us based on the level of performance or participation in (to the extent participation in such Program is optional) any customer service Program developed by Us.
Source: Item 23 — RECEIPTS (FDD pages 102–301)
What This Means (2025 FDD)
According to the 2025 Dollar Rent A Car Franchise Disclosure Document, Dollar Rent A Car has the right to develop a customer service program, including a customer dispute resolution program. This means that Dollar Rent A Car can create and implement programs designed to address customer service issues and resolve disputes that may arise between franchisees and customers.
Under such customer service programs, Dollar Rent A Car has the authority to resolve disputes between the franchisee and customers who rented from that franchisee. Dollar Rent A Car also has the right to charge the franchisee up to the total rental amount charged to the customer, in addition to a handling fee, which will be outlined in the Operations Guide. This could potentially impact a franchisee's revenue if they have a high number of customer disputes that are resolved in favor of the customer.
Dollar Rent A Car can also offer discounts and incentives to franchisees or impose additional charges on products and services based on their performance or participation in these customer service programs, especially if participation is optional. This implies that franchisees who actively engage in and perform well in the customer service programs may receive benefits, while those who do not participate or underperform may face additional costs. Franchisees should therefore familiarize themselves with the Operations Guide to understand the specifics of these programs and their potential financial implications.