Can Fly To Fit Franchise take action to resolve customer complaints?
Fly_To_Fit Franchise · 2024 FDDAnswer from 2024 FDD Document
ted thereto. Franchisee shall give Fly To Fit Franchise unlimited access to Franchisee's point of sale system and other software systems used in the Business, by any means designated by Fly To Fit Franchise.
- 7.8 Customer Complaints. Franchisee shall use its best efforts to promptly resolve any customer complaints. Fly To Fit Franchise may take any action it deems appropriate to resolve a customer complaint regarding the Business, and Fly To Fit Franchise may require Franchisee to reimburse Fly To Fit Franchise for any expenses.
- 7.9 Evaluation and Compliance Programs. Franchisee shall participate at its own expense in programs required from time to time by Fly To Fit Franchise 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. Fly To Fit Franchise 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 Fly To Fit Franchise for such programs. Fly To Fit Franchise 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 Fly To Fit Franchise (which may include, for example, cash, specific credit and/or debit cards, gift cards, electronic fund transfer systems, and mobile payment systems). Franchisee shall purchase or lease all equipment and enter into all business relationships necessary to accept payments as required by Fly To Fit Franchise. Franchisee must at all times comply with payment card industry data security standards (PCI-DSS).
- 7.11 Gift Cards, Loyalty Programs, and Incentive Programs. At its own expense, Franchisee shall sell or otherwise issue gift cards, certificates, or other pre-paid systems, and participate in any customer loyalty programs, membership/subscription programs, or customer incentive programs, designated by Fly To Fit Franchise, in the manner specified by Fly To Fit Franchise in the Manual or otherwise in writing. Franchisee shall honor all valid gift cards and other pre-paid systems, regardless of whether issued by Franchisee or another Fly To Fit business.
Source: Item 22 — CONTRACTS (FDD page 44)
What This Means (2024 FDD)
According to Fly To Fit's 2024 Franchise Disclosure Document, franchisees are expected to make their best effort to promptly resolve customer complaints. However, Fly To Fit Franchise retains the right to step in and take any action it deems necessary to resolve a customer complaint related to the franchisee's business.
If Fly To Fit Franchise does take action to resolve a customer complaint, the franchisee may be required to reimburse Fly To Fit Franchise for any expenses incurred. Furthermore, franchisees are obligated to participate in programs required by Fly To Fit Franchise, at the franchisee's own expense, for obtaining customer evaluations, reviewing compliance with the Fly To Fit system, and managing customer complaints. These programs may include customer feedback systems, customer survey programs, and mystery shopping.
Fly To Fit Franchise will share the results of these programs with the franchisee, specifically as they pertain to their business. Franchisees must also meet or exceed any minimum score requirements set by Fly To Fit Franchise for these programs. Fly To Fit Franchise may also set minimum score requirements that franchisees must receive from the public on internet review sites, such as Yelp or Google. If Fly To Fit Franchise conducts an inspection because of a customer complaint or other customer feedback, Fly To Fit Franchise may charge all out-of-pocket expenses plus its then-current inspection fee to the franchisee.