Is a Remax franchisee required to respond to complaints received from customers, clients, or other individuals, and if so, what is the expected manner of response?
Remax Franchise · 2025 FDDAnswer from 2025 FDD Document
In all of your dealings with clients, customers, suppliers, us, REMAX, LLC and the public, you must adhere to the highest standards of honesty, integrity, fair dealing and ethical conduct. You agree to promptly respond to all complaints received from your customers, clients or other individuals, in an attempt to resolve any disputes in a reasonable business manner. You agree to refrain, and to ensure that your Sales Associates and any other persons affiliated with your Office refrain, from any business or advertising practice which may be injurious to our or REMAX, LLC's business and the goodwill associated with the RE/MAX Marks and other RE/MAX offices.
Source: Item 22 — Contracts (FDD pages 108–334)
What This Means (2025 FDD)
According to Remax's 2025 Franchise Disclosure Document, Remax franchisees are required to respond to complaints. Specifically, franchisees must promptly respond to all complaints received from customers, clients, or other individuals. The expected manner of response is to attempt to resolve any disputes in a reasonable business manner.
This requirement highlights Remax's emphasis on maintaining high standards of customer service and ethical conduct. By mandating a prompt and reasonable response to complaints, Remax aims to protect its brand reputation and ensure customer satisfaction. This obligation extends not only to the franchisee but also to their Sales Associates and any other persons affiliated with the office, reinforcing the importance of consistent and ethical business practices throughout the organization.
For a prospective Remax franchisee, this means building a system for handling complaints efficiently and professionally. Failing to address complaints adequately could be seen as a breach of the franchise agreement, potentially leading to consequences. Therefore, franchisees should prioritize customer service training for their staff and establish clear protocols for resolving disputes in a manner that aligns with Remax's standards of honesty, integrity, fair dealing, and ethical conduct.