Franchise deflecting complaint

Mike3556

Hi,

I had my car valeted at home, I found the company on google and booked a slot, the lady arrived and carried out the works. 2 days later i noticed really bad suds spots on the car, rinsed it to no avail. I paid £80 for this service and expected better on the exterior part as it advertised protection etc so i requested a partial refund as i was very happy with the interior clean. I got an instant response saying they franchise the work out and will forward my complaint to them as they dont deal with it. The response i got was very dismissive and along the lines of if you dont complain before they leave you cant. I have taken this response to the Franchise again and they have come back with the same response that they dont deal with complaints they just forward them on to the franchisee.

Can the company i booked through just say this with no recourse with regards to a complaint? Im being ignored by the franchisee since the email.

DullGreyGuy

Mike3556 said:

Can the company i booked through just say this with no recourse with regards to a complaint? Im being ignored by the franchisee since the email.

You need to read the contract you agreed to, it certainly can be constructed that you are in contract directly with the franchisee and the brand simply act as a facilitator and aren't party to the contract. 

Mark_d

As I understand it the franchisor is only responsible for their branding.  Regardless of which systems you use to make the booking, your booking is with the franchisee.

You could start shaming the company on social media.  This might force the franchisor to act, as it brings their brand in to disrepute.

Mike3556

Thanks for your answers i think its frustrating me that the website you book through is the only way of contacting, so you book through them, pay through them and the franchisee just turns up and cleans your car so you have no contact with them at all just through the website of the franchise

born_again

Mike3556 said:

Hi,

I had my car valeted at home, I found the company on google and booked a slot, the lady arrived and carried out the works. 2 days later i noticed really bad suds spots on the car, rinsed it to no avail. I paid £80 for this service and expected better on the exterior part as it advertised protection etc so i requested a partial refund as i was very happy with the interior clean. I got an instant response saying they franchise the work out and will forward my complaint to them as they dont deal with it. The response i got was very dismissive and along the lines of if you dont complain before they leave you cant. I have taken this response to the Franchise again and they have come back with the same response that they dont deal with complaints they just forward them on to the franchisee.

Can the company i booked through just say this with no recourse with regards to a complaint? Im being ignored by the franchisee since the email.

TBH, after 2 days they are going to blame it on anything but them.

Washed my car the other day. Spotless. Next day spots on car, due to moisture forming on car overnight & sun drying it off before I could wipe it off.

user1977

What's the website? I think we'd need to see what (if any) terms you signed up to, but if they didn't mention anything about the franchisee doing the work, I don't see how they can wash their hands of it (pardon the pun...).

Mike3556

user1977 said:

What's the website? I think we'd need to see what (if any) terms you signed up to, but if they didn't mention anything about the franchisee doing the work, I don't see how they can wash their hands of it (pardon the pun...).

It was here https://www.freshcar.co.uk/packages-and-prices/exterior-valets/

user1977

Mike3556 said:

user1977 said:

What's the website? I think we'd need to see what (if any) terms you signed up to, but if they didn't mention anything about the franchisee doing the work, I don't see how they can wash their hands of it (pardon the pun...).

It was here https://www.freshcar.co.uk/packages-and-prices/exterior-valets/

I'm not registering to see exactly what you get if you book, but their terms are here:

Fresh (freshcarvaleting.com)

which includes

"Service: The Company provides a platform for you to communicate your booking ("booking") for a car valeting ("Service") to car valeting operators ("Operators") posted on the Website ("Platform").

The Company does not provide Car Valeting Services and the Company is not a car valeting operator. It is up to the third party operators to offer car valeting services which may be scheduled through the use of the Website or Service. The Company offers information and a method to obtain such 3rd party car valeting services, but does not provide car valeting services or act in any way as a car valeting service provider, and has no responsibility or liability for any car valeting services provided to you by third party operators."

and without going into it in detail, I think it's reasonably clear what the set-up is.

Mike3556

user1977 said:

Mike3556 said:

user1977 said:

What's the website? I think we'd need to see what (if any) terms you signed up to, but if they didn't mention anything about the franchisee doing the work, I don't see how they can wash their hands of it (pardon the pun...).

It was here https://www.freshcar.co.uk/packages-and-prices/exterior-valets/

I'm not registering to see exactly what you get if you book, but their terms are here:

Fresh (freshcarvaleting.com)

which includes

"Service: The Company provides a platform for you to communicate your booking ("booking") for a car valeting ("Service") to car valeting operators ("Operators") posted on the Website ("Platform").

The Company does not provide Car Valeting Services and the Company is not a car valeting operator. It is up to the third party operators to offer car valeting services which may be scheduled through the use of the Website or Service. The Company offers information and a method to obtain such 3rd party car valeting services, but does not provide car valeting services or act in any way as a car valeting service provider, and has no responsibility or liability for any car valeting services provided to you by third party operators."

and without going into it in detail, I think it's reasonably clear what the set-up is.

Thank-you i appreciate you taking the time to look into this for me