What is a Pump It Up franchisee required to do regarding customer complaints about the quality of service?
Pump_It_Up Franchise · 2025 FDDAnswer from 2025 FDD Document
- (2) You must immediately resolve any customer complaints regarding the quality of service, products, cleanliness, and/or similar complaints of the Franchised Business. If any customer complaint cannot be immediately resolved, you must use best efforts to resolve the customer complaint as soon as practical and you must, whenever feasible, give the customer the benefit of the doubt. You must maintain a high level of customer service and adhere strictly to the System and our System Standards. You shall also be committed to maintaining System Standards. If we, in our sole discretion, determine that our intervention in a customer complaint is necessary or desirable to protect the System or the goodwill associated with the System, or if we, in our sole discretion, believe that you have failed adequately to address or resolve any customer complaint, we reserve the right, without your consent, to resolve any complaint and charge you an amount sufficient to cover our reasonable costs and expenses in resolving the customer complaint, which amount you must pay to us immediately on demand.
Source: Item 23 — RECEIPTS (FDD pages 60–225)
What This Means (2025 FDD)
According to Pump It Up's 2025 Franchise Disclosure Document, franchisees must immediately resolve customer complaints regarding the quality of service, products, cleanliness, or similar issues at their franchised business. If immediate resolution isn't possible, the franchisee is expected to use their best efforts to resolve the complaint as soon as practical, and whenever feasible, give the customer the benefit of the doubt.
Pump It Up franchisees are required to maintain a high level of customer service and strictly adhere to the Pump It Up system and its standards. This commitment to System Standards is crucial for maintaining the brand's reputation and customer satisfaction.
Furthermore, Pump It Up retains the right to intervene in customer complaints if they believe it's necessary to protect the System or its goodwill, or if they feel the franchisee hasn't adequately addressed the complaint. In such cases, Pump It Up can resolve the complaint themselves and charge the franchisee an amount sufficient to cover their reasonable costs and expenses, which the franchisee must pay immediately upon demand. This underscores the importance of franchisees proactively and effectively handling customer issues to avoid potential intervention and associated costs from Pump It Up.