SMS Messaging & Customer Privacy
This privacy policy describes how R.E. Graves Heating & Air, LLC (“the Company”, “we”, “us”) collects, uses, and protects information in connection with our SMS text messaging program, and information stored on the Company’s service platform. It applies to customers and prospective customers of R.E. Graves Heating & Air who provide a mobile number to us.
We send text messages only to people who have given us express consent to receive them. Consent is collected when a customer enters their mobile number and affirmatively checks a consent box — unchecked by default and separate from acceptance of any other terms — on our online booking form at app.callgraves.com/schedule. Consent to receive text messages is never a condition of purchasing any goods or services from us.
Messages you may receive include appointment confirmations and reminders, technician arrival and dispatch updates, service and estimate follow-ups, invoices and secure payment links, and occasional seasonal maintenance or tune-up offers.
Message frequency varies based on your service activity. Most customers receive fewer than 10 messages per month. Appointment and service messages are sent in response to work you have scheduled with us; promotional messages are sent no more than a few times per year.
Message and data rates may apply. Standard message and data rates from your mobile carrier may be charged for each message sent or received. R.E. Graves Heating & Air, LLC does not charge for participation in the SMS program; any cost incurred is between you and your mobile carrier.
For the SMS program, we collect:
For the broader service platform, we also store standard business records (job, customer, scheduling, estimate, invoice, and dispatch data) used to provide and bill for heating and air conditioning services.
Information collected through the SMS program is used solely to:
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Mobile opt-in data and consent are never shared with any third party. We do not sell, rent, lease, or trade your mobile phone number, your message content, or any related metadata to anyone, for any purpose.
Phone numbers and message content are transmitted through our messaging carrier (Twilio) solely as required to deliver and receive the messages you have consented to, and through our payment processor solely to present a payment page you have requested. These vendors act on our instructions and may not use your information for their own marketing. We may disclose information when required by law (for example, a subpoena or court order) or to protect the safety and rights of the Company, our employees, or the public.
You may stop receiving text messages at any time by replying STOP to any message you receive from us. You will receive a single confirmation that you have been unsubscribed, and no further messages will be sent to that number. Reply HELP to any message, or contact us using the details below, for assistance. Opting out of text messages does not affect your ability to schedule service with us by phone, email, or online.
We retain message content, consent records, and message metadata for as long as needed to operate the business, resolve disputes, and meet our legal and recordkeeping obligations. Opt-out records are retained indefinitely so that a request to stop messaging is never lost or overwritten.
Our services and SMS program are directed to adults. We do not knowingly collect information from children under 13.
We may update this policy from time to time. The revision date below reflects the most recent change.
Questions about this privacy policy or about information we hold may be directed to:
R.E. Graves Heating & Air, LLC
(301) 880-3248
rgraves@regraveshvac.com
See also our SMS Terms & Conditions and our SMS Consent & Opt-In Policy, which describes exactly how consent is collected.