How customers opt in to texts from a shop, what they get, and how to reply STOP.
This page describes the SMS opt-in process for customers of auto repair shops that use the Pitlane platform. It exists as the canonical Call to Action disclosure for the A2P 10DLC campaign registered by Auto Shift Media (the operator of Pitlane). It is intended for end customers, shop operators, and wireless-carrier campaign reviewers.
Before any shop can register for SMS through Pitlane, the shop owner must complete an on-screen compliance attestation. Four required acknowledgements:
The attestation is recorded with the owner’s user ID, IP address, and timestamp. Until an attestation row exists for the shop, the Pitlane API will not accept a brand registration submission to Twilio Trust Hub. The in-product UI also surfaces the suggested verbal opt-in script directly under the SMS opt-in checkbox on every contact form, so the script the shop attests to using is the same script Pitlane prompts them with. The attestation above covers the counter conversation; consent collected on a shop’s online booking page is described in section 3.
Customers receive SMS from a Pitlane-using shop only after they have explicitly consented to that shop. Consent is collected one of two ways: in person at service intake, or on the shop’s online booking page.
At the shop counter
On the shop’s online booking page
A customer who books online sees a consent checkbox at the phone-number field, unchecked by default. Submitting the form without checking it does not opt the customer in. The box reads:
Text me about my appointment. By checking this box you agree to receive transactional and service-related text messages from [Shop Name]. Reply STOP to opt out. Msg and data rates apply.
Pitlane shops are contractually required, under our Terms of Service, to obtain explicit consent before adding a customer’s phone number, in compliance with the Telephone Consumer Protection Act (TCPA) and CTIA Messaging Principles. Pitlane never buys, rents, or appends phone numbers, and no number reaches a shop’s texting list from a third-party marketing source. A shop moving off another shop system can import its own customer records, and those contacts arrive marked opted-out unless the shop states that those customers already agreed to receive its texts.
Each Pitlane-using shop sends SMS from its own dedicated phone number, registered to that shop under the A2P 10DLC framework via Twilio Trust Hub. Messages relate exclusively to the customer’s active repair or follow-up. Categories:
Shops do not send promotional or marketing SMS through Pitlane.
The samples below are representative of every SMS sent by a Pitlane-using shop. Shop name, customer name, and links vary.
Messages are event-driven. A typical service visit generates between two and five messages over the course of one to three days (intake confirmation, optional estimate or inspection link, optional authorization request, ready-for-pickup, optional payment link, and one post-service review request). Between visits, a shop may send a service reminder when the customer’s vehicle comes due, which is a handful of messages a year at most. Customers with multiple visits per year receive proportionally more messages.
Message and data rates may apply.Standard message and data rates from the customer’s wireless carrier apply to all SMS sent to or received from their number. Pitlane and the participating shop are not responsible for any charges the wireless carrier may impose.
Reply STOP to any message at any time to immediately stop receiving further SMS from that shop. The customer will receive a one-time confirmation that they have been unsubscribed. Pitlane recognizes the following opt-out keywords:
STOP · STOPALL · UNSUBSCRIBE · CANCEL · QUIT · END · OPTOUT · REVOKE
Opt-outs are processed automatically and immediately by the Pitlane platform, with no manual action required by the shop. To re-subscribe, the customer can reply START to the shop, or provide their phone number to the shop at a future service visit.
Reply HELP or INFO to any message for a response identifying the shop, the message frequency, and how to contact the shop directly. Customers can also call or visit the shop in person.
Mobile phone numbers and SMS opt-in data collected through Pitlane are not sold, leased, shared, or transferred to third parties or affiliates for marketing or promotional purposes. Phone numbers are transmitted only to Twilio (our SMS delivery sub-processor) and the U.S. wireless carriers that route the message to the customer’s handset. This commitment is consistent with the CTIA Messaging Principles and Best Practices. See our Privacy Policy for full details, including the Mobile information and SMS section.
Wireless carriers (T-Mobile, AT&T, Verizon, US Cellular, and others) are not liable for delayed or undelivered messages.
The Pitlane platform is operated by Auto Shift Media, an Ohio limited liability company. The parent A2P 10DLC brand is registered to Auto Shift Media under the Twilio Trust Hub. Each individual Pitlane-using shop registers a separate A2P 10DLC brand and campaign under its own legal business name and EIN.
For questions about this disclosure or the SMS program, contact support@usepitlane.com.