What communication guidelines does Mrcool provide for customer service?
Mrcool Franchise · 2025 FDDAnswer from 2025 FDD Document
Franchisee agrees that Franchisor, in Franchisor's Reasonable Business Judgment and sole discretion, may implement and require that Franchisee, at Franchisee's sole cost and expense, participate in utilizing the Contact Center and Contact Center Services designated by Franchisor and as may be modified by Franchisor from time to time. Franchisee agrees that a core and critical component to all MRCOOL Centers and Franchisee's MRCOOL Center relates to and includes communications with customers and prospective customers, the scheduling and rescheduling of estimate appointments, the scheduling and rescheduling of service visits, responding to customer complaints and other customer communications. Franchisee agrees that Franchisee shall exclusively adopt and utilize only those Contact Centers designated and approved by Franchisor and that Franchisee shall exclusively adopt and utilize only those Contact Center Services designated by Franchisor of which Franchisor, and/or Franchisor's affiliates or designees may be the sole and exclusive supplier. Franchisee shall pay for all costs and expenses charged to Franchisee for Contact Center Services. Fees for Contact Center Services shall, in Franchisor's Reasonable Business Judgment, be exclusively determined by Franchisor in accordance with the terms of Article 5.D. of this Agreement or as otherwise authorized by this Agreement. Franchisee's participation and use of the Contact Center is mandatory and Franchisee's payment of Contact Center Fees is mandatory.
Source: Item 23 — RECEIPTS (FDD pages 55–263)
What This Means (2025 FDD)
According to Mrcool's 2025 Franchise Disclosure Document, franchisees may be required to utilize a designated Contact Center for customer communications. Mrcool retains the discretion to implement and modify this requirement.
This Contact Center handles communications with both current and prospective customers. Specifically, it manages scheduling and rescheduling appointments for estimates and service visits. It also addresses customer complaints and other forms of customer communication.
Mrcool franchisees must exclusively use the Contact Centers and Contact Center Services that Mrcool designates and approves. Mrcool, its affiliates, or designees may be the sole supplier of these services. Franchisees are responsible for all costs and expenses associated with the Contact Center Services, with fees determined exclusively by Mrcool. Participation in the Contact Center and payment of associated fees are mandatory for Mrcool franchisees.