Text message complaints and opt-outs

What this policy covers

This covers every text message sent by FastUTV LLC, doing business as DEFI Motorsports, from a number registered to us under the A2P 10DLC framework that US carriers require of any business texting from a standard ten-digit number.

It covers both kinds of message we can send — a message about work you have already started with us, and a marketing message you opted in to — because a complaint does not arrive neatly labelled, and it should not be your job to know which category you are in before someone helps you.

It does not cover a person at the shop typing you a reply from their own phone. That is a conversation, not a programme. If you want that to stop as well, say so and it stops.

You are on the list because you put yourself on it

We do not buy, rent, append or scrape phone numbers, and we never will. A number given to us so we could call you about a vehicle does not become a marketing number.

The only route onto a messaging list is that you asked, on a form where the box was not pre-ticked. When you do, we record the exact sentence you were shown, which version of that wording it was, the page you were on and the moment you ticked it — so if you ever ask what you agreed to, we can show you instead of paraphrasing.

This list was started from empty. We did not import a number from an old system, an order history or anywhere else — every number on it was typed into the sign-up form by the person who owns it. That means there is a record for every single one, which is not something most shops can say.

If you get a message and you are certain you never opted in, that is exactly the complaint this page exists for. Say so and we will treat it as a fault in our process rather than a difference of memory.

Stopping the messages

Reply STOP to any message from us. STOPALL, UNSUBSCRIBE, CANCEL, END and QUIT all work the same way, and case does not matter. That route is automatic, it does not wait for anyone to read it, and it is the fastest.

You do not have to use it. Tell us to stop by any reasonable method and it counts: call the shop on (951) 405-4465, use the contact form, tell whoever you are already emailing, or say it to someone at the counter. We will not send you back to a keyword, refuse a request because it used the wrong word, or make you log in to something to be left alone.

After you opt out you get exactly one more message confirming it, which carriers require, and then nothing. The number goes on a suppression list that survives us changing vendor or registering a new campaign.

One number does all of it, and that has a consequence

Marketing, updates about your order and ordinary back-and-forth with the shop all come from (951) 405-4465 — the same number you call us on. We would rather you had one number for us than three.

The trade-off is worth knowing before you use it. Replying STOP is handled by the phone network, not by us, and it stops everything from that number — including the message telling you your module arrived at HP Tuners or that your tune is ready. It cannot tell the difference between a promotion and an order update.

So if it is only the marketing you want to stop, tell us instead of replying STOP: call (951) 405-4465 or use the contact page. We will take you off marketing and leave everything about your order alone. If you have already replied STOP and you want the order messages back, call us and we will sort it out — you will not be left guessing where your module is because you turned off an advert.

Making any other complaint

Call the shop on (951) 405-4465 during opening hours, or use the contact page at any time. Tell us the number the message came from, roughly when it arrived, and what was wrong with it. A screenshot makes it faster but nothing is refused for want of one.

We treat all of these as complaints under this policy, not just the first one:

• A message arrived after you had already opted out.
• You never opted in at all, or the number now belongs to someone else.
• The messages are too frequent, or arrive at an unreasonable hour.
• The content was wrong, misleading, or not what you signed up for.
• The message was about a vehicle or an order that is not yours.
• You could not work out how to stop it.

How fast we act, in writing

A STOP reply is honoured automatically, at the moment it arrives, with no human in the loop.

An opt-out told to us any other way is honoured as soon as we read it, which in practice is the same or the next working day. The outside limit we hold ourselves to is ten business days, which is the longest the FCC permits for a revocation made by any reasonable means. We treat ten days as a failure, not a target.

Any other complaint is acknowledged by a human within one business day. If it can be fixed on the spot it is, and we tell you what we did. If it needs looking into, we tell you that instead of going quiet, and we come back to you — a complaint is not closed because it got old.

What we write down when you complain

Every complaint is logged with the number involved, when it came in and through which route, what the complaint actually was, what we found when we looked, what we changed, and who dealt with it. Alongside it we keep the opt-in record for that number, if one exists — the wording, the version, the timestamp and the page.

Two different things are kept for two different lengths of time. The record of your consent and of any complaint — what you were shown, which version of that wording it was, when, and what we did about it — we keep for at least four years, because that is the period in which a claim about a text message can be brought and it is the only record that answers it. The messages themselves we keep for twelve months.

None of it is used to market to you, and opting out is not a reason to delete the consent record — the proof that you opted out is the point of keeping it.

What you can ask us for, and how to ask, is on our privacy policy.

When a carrier or our messaging vendor tells us first

You can report a message as spam to your own carrier by forwarding it to 7726, which spells SPAM. Those reports reach us through the carrier and our messaging vendor rather than from you, and we handle them exactly as if you had called: same log, same investigation, same suppression.

A carrier violation notice, an aggregator ticket or a campaign suspension is treated as a complaint about our process rather than about one message. We stop the affected messaging first and work out the cause second, in that order.

When we stop the programme ourselves

If complaints from one campaign start to form a pattern rather than arriving as one-offs, we pause that campaign before deciding whether it was justified. Sending on through a pattern of complaints is how a number gets filtered by carriers, and by then the people being annoyed have already been annoyed.

A pause means we go back to where those numbers came from and check the opt-in record for each one. If a source cannot produce a record, that whole source comes off the list. We would rather lose a list than keep one we cannot prove.

Going over our heads

You do not have to exhaust anything with us first. You can report unwanted messages to the Federal Communications Commission or the Federal Trade Commission, and California residents can complain to the California Attorney General. Forwarding the message to 7726 tells your carrier directly.

Doing any of that does not close your complaint with us and does not stop us dealing with it. We would rather you did both.

What we will not do

Stated plainly, because a policy that only describes the process is easy to read as leaving room:

• We will not sell, rent or share your number with anyone for their own marketing.
• We will not text a number after it has opted out, including from a new campaign or a new number.
• We will not treat placing an order, booking dyno time or asking a fitment question as permission to text you marketing.
• We will not require a text message as the only way to do anything with us. Everything can be done by phone.
• We will not charge you for messages. Your own carrier may still charge you for messages and data at your plan rate.

Who owns this policy

Complaints and replies are read by a specialist at the shop, not by an inbox nobody owns. The policy itself is the shop owner’s, and it is reviewed at least once a year or whenever the way we send messages changes. This is a live document and the version on this page is the one in force.

DEFI Motorsports, 160 Vander St, Ste D, Corona, CA 92878. Phone (951) 405-4465, Monday to Friday, 9:00am to 6:00pm.