How quickly must a My Salon Suite franchisee respond to a consumer complaint?
My_Salon_Suite Franchise · 2025 FDDAnswer from 2025 FDD Document
In the event there is a consumer complaint, Franchisee must answer and schedule a response to the complaint within forty-eight (48) hours of its receipt of the complaint.
If a complaint is filed with the Better Business Bureau, Franchisee must respond appropriately within twenty-four (24) hours.
Franchisee must provide Franchisor with a copy of Franchisee's response to either type of complaint, which must be sent to Franchisor within twenty-four (24) hours of sending such response.
Source: Item 23 — RECEIPTS (FDD pages 95–230)
What This Means (2025 FDD)
According to My Salon Suite's 2025 Franchise Disclosure Document, franchisees must adhere to specific response times for consumer complaints. If a customer lodges a complaint directly with the franchisee, the franchisee is required to acknowledge the complaint and schedule a response within 48 hours of receiving it.
Furthermore, if a complaint is filed with the Better Business Bureau (BBB), My Salon Suite franchisees must respond appropriately within 24 hours. In both scenarios, the franchisee is also obligated to provide My Salon Suite with a copy of their response within 24 hours of sending it to the customer or the BBB.
These requirements highlight the importance My Salon Suite places on customer service and reputation management. Failing to meet these response deadlines could potentially lead to penalties or other repercussions as outlined in the franchise agreement. Franchisees should ensure they have systems in place to promptly address and document all customer complaints to maintain compliance and uphold brand standards.