1. Scope of This Policy

This Policy applies to all personal information collected through any channel operated by Texas Service Experts, including but not limited to: this website (and any subdomains), our online booking forms, our paid-search landing pages, our SMS and phone communications, our in-home service-call intake process, our follow-up satisfaction surveys, our review-request system, our digital invoices and estimates, our paid advertising landing pages on Google Local Services Ads, Angi, Thumbtack, HomeAdvisor, and similar third-party lead-generation platforms, and any printed materials we leave behind after a service visit that reference a digital follow-up. It applies to residents of all U.S. states, with additional enumerated protections for California residents (under the California Consumer Privacy Act, as amended by the California Privacy Rights Act) and Texas residents (under the Texas Data Privacy and Security Act, effective July 1, 2024).

This Policy does not apply to the privacy practices of third parties whose websites or platforms you may reach through a link from our site, including financing portals, manufacturer websites, the Better Business Bureau, Google Reviews, or any social-media platform. We encourage you to read each third party’s privacy policy before engaging with them.

2. Information We Collect

2.1 Information You Provide Directly

When you fill out a service-request form, book an appointment online, request a free quote, sign up for our maintenance plan, submit a contact form, send us a message through our website chat widget, or apply for our home-services financing through one of our partner lenders, we may collect the following: your full legal name and any preferred name; the residential or commercial street address where service will be performed; your billing address if different from the service address; your primary and (where provided) secondary email addresses; your primary and secondary telephone numbers (including indication of which is a mobile line for SMS purposes); the nature and urgency of your service request; photographs and videos you upload to help us diagnose a problem; the make, model, age, and serial number of equipment we may service; your preferred appointment date and time window; your gate code or special-access instructions; the name and contact information of any tenant, property manager, or family member we should coordinate with on your behalf; and payment information when you authorize a transaction.

2.2 Information Collected Automatically

When you visit our website, we automatically collect technical information through cookies, server logs, and embedded analytics scripts. This information includes your IP address; approximate geographic location derived from that IP (typically at the city or postal-code level, not a precise location); the type, version, and language of your web browser; your operating system; the referring URL that brought you to our site; the pages you view; the search terms you use within our site; the time you spend on each page; your click patterns and scroll depth; device identifiers; advertising identifiers if you have permitted them in your device settings; and similar telemetry. We collect this information through standard analytics platforms including Google Analytics 4, Google Tag Manager, Microsoft Clarity (which may record session replays for usability analysis), and our hosting platform’s raw access logs.

2.3 Information from Third Parties

We may receive information about you from third-party sources, including: lead-generation partners (HomeAdvisor, Angi, Thumbtack, Networx, Modernize, Google Local Services Ads, and similar referral platforms) when you submit a request through their website that we are matched to; insurance carriers, home-warranty companies (such as American Home Shield, Choice Home Warranty, First American Home Warranty), and property-management firms when service is dispatched through a warranty claim or property-management contract; publicly available county property-tax records when preparing a service estimate that requires confirmation of property ownership or square footage; credit bureaus or “soft-pull” credit-decision services through our financing partners when you apply for service financing (we receive only an approve/decline indication, not your underlying credit data, unless you choose to share it directly); and from our manufacturer partners regarding any product registrations, warranty activations, or recall notices that may apply to equipment we have installed on your property.

2.4 Sensitive Personal Information

We generally do not seek or collect “sensitive personal information” as that term is defined under the California Privacy Rights Act or the Texas Data Privacy and Security Act. We do not collect Social Security numbers, driver’s-license numbers, financial-account numbers (beyond what is necessary to process a single payment, which is tokenized by our payment processor), precise geolocation, racial or ethnic origin, religious beliefs, union membership, genetic data, or biometric identifiers. To the limited extent any sensitive personal information may incidentally be collected (for example, if a customer voluntarily mentions a medical condition relevant to indoor-air-quality planning), we use it solely for the immediate service purpose and do not retain it beyond what is necessary for service delivery.

3. How We Use Your Information

We use the personal information we collect for the following legitimate business purposes, each tied directly to providing or improving the services you request from us:

• To schedule, confirm, dispatch, and complete the HVAC, plumbing, or home-services work you have requested;
• To send appointment confirmations, “technician en-route” notifications with estimated arrival windows, “technician has arrived” alerts, and post-service summaries;
• To process payments and issue invoices, receipts, financing-application paperwork, lien waivers, and warranty documentation;
• To respond to your questions, complaints, and requests for technical support during and after the service relationship;
• To send equipment maintenance reminders consistent with manufacturer schedules, seasonal tune-up offers (e.g., spring HVAC checkups, fall furnace inspections), and replacement quotes when equipment approaches end-of-life;
• To request a review on Google, Facebook, Yelp, Angi, the Better Business Bureau, and similar platforms after a completed job, where you have consented to review-request communications;
• To improve our website, our service-quality metrics, our technician training, and our overall customer experience through aggregated and de-identified analytics;
• To deliver advertising on Google Ads, Facebook/Meta, and other platforms that is relevant to homeowners in our service area, including remarketing to prior website visitors;
• To detect, prevent, and respond to fraud, account takeover, abusive behavior, security incidents, and other risks to our customers, our team, or our systems;
• To comply with legal obligations, including tax reporting, lien-waiver documentation, mechanic’s-lien filings under Texas Property Code Chapter 53 when applicable, EPA Section 608 refrigerant-handling recordkeeping, licensing-board record-keeping requirements imposed by the Texas Department of Licensing and Regulation, and government information requests properly served on us;
• To enforce our terms of service, our financing agreements, our service agreements, and our warranties.

4. SMS and Text-Message Communications (TCPA Notice)

Express Written Consent Required. When you provide your mobile telephone number on any Texas Service Experts form, online or offline, and check the SMS-consent checkbox (or otherwise affirmatively opt in by replying YES, START, or similar to a confirmation message), you are providing your express written consent under the Telephone Consumer Protection Act, 47 U.S.C. § 227 (“TCPA”) and its implementing regulations at 47 C.F.R. § 64.1200, to receive recurring informational and promotional text messages from Texas Service Experts sent via an automatic telephone dialing system, an artificial or pre-recorded voice for voice messages, or any other regulated dialing technology. Consent is not a condition of any purchase, and you can decline SMS messaging while still receiving the same service, scheduling, and follow-up through phone calls or email.

Categories of Messages. SMS we send may include: appointment confirmations and reschedule requests; technician dispatch and arrival-window updates; “your technician is on the way” alerts with vehicle and technician name; post-service summaries with payment receipt; satisfaction survey links; review-request links; seasonal maintenance reminders; promotional offers including discount codes, financing specials, and seasonal tune-up packages; and account-related notices such as payment confirmations.

Message Frequency. You may receive up to ten (10) messages per month during normal service activity, with possible short bursts of three to five messages within a single day surrounding an active service appointment. Message frequency varies based on the cadence of your interactions with us.

Message and Data Rates. Standard message and data rates may apply per your wireless carrier’s plan. Texas Service Experts does not charge you for SMS messages. Carrier fees are between you and your wireless provider.

Opt-Out Instructions. You may opt out of SMS communications at any time by replying STOP (also accepted: STOPALL, UNSUBSCRIBE, END, QUIT, CANCEL) to any message you receive from us. After you send STOP, we will send one final confirmation message acknowledging your opt-out, and we will not send you additional SMS until you opt back in. To opt back in, reply START or UNSTOP to the most recent message, or contact us to be re-added.

Help. Reply HELP to any message for assistance, contact information, and a link back to this Privacy Policy. Alternatively, contact us directly at ☎ (972) 996-9039 or service@texasserviceexperts.com.

Supported Carriers. Messaging is supported on all major U.S. carriers including AT&T, Verizon Wireless, T-Mobile, Sprint (now T-Mobile), US Cellular, Boost Mobile, Cricket Wireless, MetroPCS, and most regional MVNOs. Carriers are not liable for delayed or undelivered messages. Messaging is not available on all carriers in all locations.

TCPA Recordkeeping. We maintain documentation of each customer’s SMS opt-in (date, time, source, IP address where applicable) for four (4) years after the opt-out date, consistent with current FCC and FTC guidance, in order to demonstrate consent in the event of any dispute.

5. Cookies, Pixels, and Tracking Technologies

Our website uses cookies (small data files stored on your device), web beacons (transparent pixel images that report when a page or email has been viewed), local storage objects, and similar tracking technologies to recognize repeat visitors, remember your preferences, analyze site traffic, and deliver relevant advertising. The specific tools we use include: Google Analytics 4 for visitor and traffic analytics; Google Tag Manager as a tag-management container; Google Ads conversion tracking and remarketing pixel; Microsoft Clarity for usability heatmaps and (in some cases) session replays; Facebook/Meta Pixel for conversion tracking and ad audience-building; and Bing Ads UET tag. You may disable cookies through your browser settings, install browser extensions that block trackers (such as uBlock Origin or Ghostery), or use a browser like Brave that blocks third-party trackers by default. Doing so may limit certain website functionality, such as remembering your service address on a return visit. We honor Global Privacy Control (GPC) signals as an opt-out request for advertising and analytics cookies where required by law.

6. How We Share Your Information

We do not sell your personal information for monetary consideration. We share information only as follows:

• Internal Service Providers. Our field technicians, dispatchers, customer-service representatives, and back-office staff have access to your information solely as needed to perform their job duties.
• Third-Party Service Providers. We share information with vendors and contractors who help us run our business under written confidentiality agreements, including: payment processors (Stripe, Square, and the merchant-account provider for our partner lenders); our customer-relationship-management (“CRM”) platform; our dispatch and scheduling software (Service Titan or equivalent); our SMS gateway (Twilio); our email-marketing platform (Mailchimp / Constant Contact / equivalent); our hosting provider; our DNS provider; and our analytics vendors.
• Manufacturer Warranty Claims. We share equipment serial numbers, installation dates, and installation details with HVAC manufacturers (Carrier, Trane, Lennox, Goodman, Rheem, and others) when you file a warranty claim or when we register equipment on your behalf at the time of installation.
• Financing Partners. When you apply for service financing through one of our partner lenders (Synchrony, Wells Fargo Home Projects, GreenSky, FTL Finance, etc.), the application data goes directly to the lender. We receive only an approve/decline outcome and the approved credit limit.
• Legal and Safety. We may disclose your information when required by subpoena, court order, search warrant, law-enforcement request, an active investigation by a regulatory or licensing body, or to protect the safety of our technicians, our customers, or the public.
• Business Transfers. In the event of a merger, acquisition, reorganization, bankruptcy, or sale of substantially all our assets, your information may be transferred to the successor entity, subject to this Policy or a successor policy with substantially equivalent protections.

7. Data Retention

We retain personal information for as long as necessary to fulfill the purposes outlined in this Policy and to comply with our legal, tax, accounting, and regulatory obligations. Typical retention periods are:

• Service records, work orders, and invoices: seven (7) years (Texas tax and statute-of-limitations requirements);
• Mechanic’s-lien-related documentation: five (5) years (Texas Property Code Chapter 53);
• EPA Section 608 refrigerant-handling records: three (3) years (federal requirement);
• Marketing list contact data: until you unsubscribe, plus a short suppression-list retention to honor your unsubscribe request;
• SMS opt-in records and opt-out records: four (4) years after opt-out (TCPA recordkeeping standard);
• Website analytics: twenty-six (26) months in Google Analytics 4 by default; longer if aggregated and de-identified;
• Recorded support phone calls (where call recording is in use): up to twelve (12) months for quality and training, then deletion.

8. Your Rights — California Residents (CCPA/CPRA)

If you are a California resident, you have the right under the California Consumer Privacy Act, as amended by the California Privacy Rights Act, to: (a) know what categories and specific pieces of personal information we collect, use, disclose, and sell or share about you; (b) request a copy of the specific pieces of personal information we have collected about you in the preceding twelve months (or a longer period upon request); (c) request deletion of your personal information, subject to certain exceptions including completion of a pending transaction or compliance with a legal obligation; (d) opt out of the “sale” or “sharing” of your personal information (we do not sell, but our use of advertising cookies may constitute “sharing” for cross-context behavioral advertising as the term is defined in the CPRA); (e) correct inaccurate personal information that we hold about you; (f) limit the use and disclosure of sensitive personal information; (g) be free from retaliation or discrimination for exercising any of these rights. To submit a request, email us at service@texasserviceexperts.com with the subject line “California Privacy Request” and verify your identity by responding to our follow-up email with the residential address most recently associated with a service we performed for you. We will respond within forty-five (45) days as required by law, with one possible forty-five-day extension if reasonably necessary. You may designate an authorized agent to make a request on your behalf; we will require proof of the agent’s authority and direct verification with you.

9. Your Rights — Texas Residents (TDPSA)

Effective July 1, 2024, the Texas Data Privacy and Security Act grants Texas residents rights substantially similar to those under the CCPA, including the right to: confirm whether we process your personal data and to access that data; correct inaccuracies; delete data, subject to legal-retention exceptions; obtain a portable copy of data you provided; opt out of targeted advertising; opt out of profiling that produces legal or similarly significant effects (we do not engage in such profiling); and opt out of the sale of personal data. To exercise any TDPSA right, email service@texasserviceexperts.com with the subject line “Texas Privacy Request.” We will respond within forty-five (45) days as required by law, with one possible forty-five-day extension where reasonably necessary. If we deny your request in whole or part, you have the right to appeal that decision; the appeal procedure will be explained in our denial response. If you believe we have not adequately addressed your appeal, you may contact the Texas Attorney General’s Office.

10. Security of Your Information

We maintain reasonable administrative, technical, and physical safeguards designed to protect personal information from unauthorized access, disclosure, alteration, or destruction. These include: TLS 1.2+ encryption for all data in transit between your browser and our servers and between our servers and our service providers; PCI-DSS-compliant payment processing through tokenization (we never store full credit-card numbers, CVV codes, or magnetic-stripe data on our servers); role-based access controls on our CRM and dispatch systems so that team members access only the records they need; multi-factor authentication on all administrative accounts; routine security patching of our hosting infrastructure; periodic vulnerability scans; and security-awareness training for our office and field staff. No method of transmission over the Internet or method of electronic storage is 100% secure, however, and we cannot guarantee absolute security. In the event of a data breach that compromises personal information, we will notify affected individuals and, where required, the Texas Attorney General or other applicable regulators, within the timelines required by law.

11. Children’s Privacy

Our services are intended for homeowners, property managers, and tenants eighteen (18) years of age and older. We do not knowingly collect personal information from children under thirteen (13). If we learn we have inadvertently collected information from a child under thirteen, we will delete that information promptly. Parents and guardians who believe a child has provided information may contact us at service@texasserviceexperts.com.

12. Third-Party Links

Our website may contain links to third-party websites including manufacturer pages, financing partners, review platforms, social-media pages, our YouTube channel, and informational resources from industry associations and government agencies. This Policy does not apply to those external sites; we encourage you to review their respective privacy policies before submitting personal information or interacting with them.

13. International Visitors

Our services are offered only in the United States, and our website is operated from servers within the United States. If you visit our website from outside the United States, you understand that your information will be transferred to, stored, and processed in the United States, which may have data-protection laws different from those in your country of residence.

14. Legal Disclaimer

The information presented on this website is provided for general informational purposes only and does not constitute legal, financial, tax, engineering, or other professional advice. Texas Service Experts makes no warranty, express or implied, as to the accuracy, completeness, or fitness for any particular purpose of the content on this site. Pricing, equipment availability, manufacturer rebates, federal tax-credit eligibility under the Inflation Reduction Act, and utility incentive programs through Oncor, CenterPoint Energy, Atmos, and other providers are subject to change without notice. All work performed by Texas Service Experts is governed by the written estimate and service agreement signed at the time of service, which controls in the event of any conflict with website content.

15. Changes to This Policy

We may update this Policy from time to time to reflect changes in our practices, technologies, legal requirements, or other factors. When we make material changes that affect how we use your information, we will revise the “Last Updated” date at the top of this page and, where appropriate, provide additional notice such as a homepage banner, an email notification to recent customers, or an SMS notification to customers on our opt-in list. We encourage you to review this Policy periodically.

16. Contact Us

Questions about this Privacy Policy, requests to exercise your rights under CCPA or TDPSA, complaints about how your personal information has been handled, or general feedback should be directed to:

Texas Service Experts — Privacy Coordinator
Email: service@texasserviceexperts.com (subject: “Privacy Request”)
Phone: (972) 996-9039
Service Area: Dallas-Fort Worth Metroplex, TX
Response Time: We will acknowledge your request within five (5) business days and provide a substantive response within forty-five (45) days, with possible extensions where permitted by law.