Text message terms

What we text you about

Five things, and nothing else:

• Appointment confirmations. One message when we receive your request, one when dispatch has confirmed the arrival window.
• Arrival notifications. A message when the crew is on the way, and a message if they are going to fall outside the window we gave you.
• Reschedules and cancellations. Only when a visit changes, with a reply path so you can move it yourself.
• Seasonal maintenance reminders, if you are on a plan. Up to five a year, matching the visits your plan includes.
• Estimate follow-ups. A message when your estimate is ready, and one follow-up if we have not heard back.

We do not send marketing texts. There is no promotional list, no seasonal campaign, and no way to end up on one, because one does not exist.

How you opt in

Four ways, and all four are something you do rather than something we assume:

• Entering your mobile number on the booking form or the estimate form and submitting it.
• Giving your mobile number to the office or to a technician and agreeing to be texted.
• Subscribing to a maintenance plan, which includes the reminder messages above.
• Texting us first, which opts you in to a reply on that thread.

Consent to be texted is never a condition of buying anything from us. If you would rather be called, say so and we will call.

How often

Message frequency depends on your activity with us. A single repair visit is typically three to four messages. A maintenance plan adds up to five reminders a year. There is no recurring campaign.

How to stop

Reply STOP to any message. We stop immediately, and you get one final message confirming that we have. END, CANCEL, UNSUBSCRIBE and QUIT do the same thing.

Stopping texts does not cancel your appointment or your maintenance plan. It means we call you instead of texting you. If you want to cancel the work as well, ring the office.

To start again, text START, or tell us next time you book.

How to get help

Reply HELP to any message and you get our name, what the messages are for, and how to reach a person. INFO does the same.

To reach a person directly, ring the office during office hours. In an emergency, call the emergency line: a text is not the right channel for something urgent, and the next section explains why.

Rates, carriers and delivery

Message and data rates may apply. We do not charge you for messages. Your mobile carrier may, depending on your plan.

Supported carriers include AT&T, T-Mobile, Verizon, US Cellular, Boost Mobile, Cricket Wireless, Google Fi, Metro by T-Mobile, Straight Talk and Visible.

Carriers are not liable for delayed or undelivered messages, and delivery is not guaranteed. That is why we never rely on a text alone for anything that matters: if a crew is delayed, you get a call as well.

Your number

We do not sell, rent or share your mobile number, and we do not pass it to any third party for their own marketing. Our messaging carrier processes messages on our behalf and is contractually barred from any other use. What we hold and for how long is in the privacy notice.

If we get it wrong

If you receive a message you did not opt in to, or STOP does not work, ring the office and tell us. That is a fault on our side and we want to know about it.