Hi,
I am one of the franchisee for Franchisor ROER/Matrix Valley in Penang region started 3 years ago. If you can see the 20cents water supply vending machine in front of the shop, that is the product franchised. Biz went pretty good and i installed another 2 vending machines last years. Unfortunately, break-in case happened regularly since early last year and the biz went bad, really bad. One reason is the break-in is unpredicatable and the machine is just not robust enough. and seems it happened over the night for all machines within a region. so, money gone and yet franchisee still have to pay rental to shop owner. It is a negative income biz. and this situation continue without solution for more than a year until now. ROER/Matrix valley downsized as a result and provided even worse service this day. Many complaints for regular maintenance/ services but no one can provide good answer. eg when machine is down, no can seems actively bring it back for repair so machine idle for few months and franchisee lost the revenue. They only have 2 clerks in Penang region and you can imagine how bad the response to provide good service. No response from their management and pity the 2 clerks to answer all the complaint (and most of the time, the answer is similar - not sure, will follow up, have to wait etc etc). Cheque to compensate the 1st year lost per agreement took up to 6 months but not yet received... the whole biz is like cheating and we as franchisee has lost significant money after pay them all the franchising fees for 5 years. Can you imagine such company won the Best Franchisor in Malaysia once ? No annual meeting called since i joined this franchise to address all the concern. Can someone provide me some answers which channel we can make a complaint to get the management response and provide us an answer what is next , instead of waiting for few more years to end the biz per contract where we definately has lost all our investment, not even mentioned gain some money out of it ....? Pls help.