What is the Fitstop franchisee's obligation regarding complaints from Fitstop or members?
Fitstop Franchise · 2024 FDDAnswer from 2024 FDD Document
- 11.3.7 You shall, within twenty four (24) hours of your receipt of a complaint from us or a member that you are servicing, remedy that complaint and provide documentation to us no less than seventy two (72) hours thereafter demonstrating that you have remedied such complaint to our satisfaction.
Source: Item 23 — RECEIPTS (FDD pages 50–135)
What This Means (2024 FDD)
According to Fitstop's 2024 Franchise Disclosure Document, a franchisee has specific obligations regarding complaints. Upon receiving a complaint from Fitstop or a member they are servicing, the franchisee must remedy the complaint within 24 hours.
Following the initial remedy, the franchisee is required to provide documentation demonstrating that the complaint has been resolved to Fitstop's satisfaction. This documentation must be provided no less than 72 hours after the initial receipt of the complaint.
This quick turnaround time for addressing and documenting complaint resolution highlights the importance Fitstop places on customer service and brand reputation. Failure to comply with these requirements could potentially lead to further action from the franchisor, as adherence to the franchise agreement is critical for maintaining a successful Fitstop franchise.