COMMUNICATION POLICY
Clear communication is an important part of the service process at Mitchell Motorworks. This policy explains how we may communicate with customers regarding service requests, appointments, vehicle service, estimates, authorizations, payments, and other matters related to our business relationship.
Depending on the information provided by the customer and the nature of the communication, Mitchell Motorworks may communicate by telephone, voicemail, text message, email, website forms, or electronic repair-management systems.
Last Updated: September 2026
CONTACT INFORMATION
Customers are responsible for providing accurate and current contact information when requesting or authorizing service.
Mitchell Motorworks may use the telephone number, email address, or other contact information provided by the customer to communicate regarding the customer's vehicle, service request, appointment, repair, estimate, authorization, invoice, warranty matter, or other related service needs.
Customers should notify Mitchell Motorworks if their contact information changes or if a particular communication method is no longer available.
SERVICE-RELATED COMMUNICATIONS
Service-related communications may include appointment information, questions regarding a vehicle concern, diagnostic findings, digital inspection reports, estimates, requests for authorization, repair updates, parts or service delays, completed-vehicle notifications, invoices, payment information, warranty matters, and follow-up regarding services previously performed.
The frequency and method of these communications will vary depending on the services being performed and the information necessary to complete the customer's request.
ELECTRONIC ESTIMATES & AUTHORIZATION
Mitchell Motorworks may send estimates, repair recommendations, inspection results, or authorization requests electronically by text message, email, or through our repair-management system.
Customers may authorize work through an electronic approval system, text message, email, electronic signature, or another method accepted by Mitchell Motorworks. Electronic authorization may be retained as part of the repair order and customer service record.
Customers should review estimates and authorization requests carefully before approving work. Authorization applies to the services, parts, labor, and charges identified in the applicable estimate or communication, together with any previously agreed authorization terms.
TELEPHONE & VOICEMAIL
Mitchell Motorworks may call customers regarding service-related matters and may leave a voicemail when appropriate.
Customers who prefer another communication method may inform Mitchell Motorworks of their preference. Certain circumstances may still require telephone contact when reasonably necessary to address an active service or vehicle concern.
EMAIL COMMUNICATIONS
Email may be used for service requests, appointment information, estimates, inspection reports, repair documentation, invoices, warranty information, receipts, and other service-related communications.
Customers are responsible for providing an accurate email address and for reviewing messages related to active vehicle service.
TEXT MESSAGING
Mitchell Motorworks may use text messaging for service-related communications when the customer has provided a mobile telephone number and applicable consent or authorization.
Text messages may include appointment information, service updates, estimates, authorization requests, inspection results, repair status, completed-vehicle notifications, payment-related information, and other communications related to the customer's service relationship with Mitchell Motorworks.
Message frequency varies based on customer activity and service needs. Message and data rates may apply.
Customers may request that text communications stop at any time. Additional information regarding SMS consent, opt-out procedures, and text messaging terms is provided in the SMS & Text Messaging Opt-In Policy.
COMMUNICATION PREFERENCES
Customers may request a preferred method of communication, such as telephone, text message, or email. Mitchell Motorworks will make reasonable efforts to honor those preferences when practical.
Certain communications may still be sent using another available method when reasonably necessary to complete an active service, obtain authorization, address a time-sensitive vehicle concern, collect an outstanding balance, or otherwise manage the customer relationship.
Customers are responsible for notifying Mitchell Motorworks when their communication preferences or contact information change.
SERVICE-RELATED & MARKETING COMMUNICATIONS
Service-related communications are communications connected to an existing or requested business relationship and may include service requests, appointments, estimates, authorizations, inspections, repair updates, invoices, payment matters, warranty matters, completed-vehicle notifications, and follow-up regarding previously performed services.
Marketing or promotional communications may include information about promotions, special offers, events, new services, or other advertising-related content.
Consent to receive marketing or promotional communications is not a condition of purchasing goods or services from Mitchell Motorworks. Customers may opt out of marketing communications without affecting service-related communications that are reasonably necessary for an active or existing business relationship.
RESPONSE TIMES & URGENT MATTERS
Mitchell Motorworks makes reasonable efforts to respond to customer communications during normal business hours. Response times may vary based on workload, the nature of the request, and the communication method used.
Electronic messages, voicemail, email, and text messages should not be relied upon for emergencies or situations requiring immediate assistance.
Submission of a message, service request, or other communication does not create an appointment or guarantee immediate service unless confirmed by Mitchell Motorworks.
COMMUNICATION RECORDS
Mitchell Motorworks may retain records of customer communications when reasonably necessary for vehicle service, repair authorization, warranty administration, payment records, customer service, dispute resolution, or other legitimate business purposes.
Records may include emails, text messages, electronic approvals, digital forms, call notes, voicemail information, estimates, inspection reports, and other communications associated with the customer or vehicle.
Electronic communications and authorizations may become part of the vehicle's service and repair record.
PRIVACY & CUSTOMER INFORMATION
Customer contact information and communication records are handled in accordance with the Mitchell Motorworks Privacy Policy.
Mitchell Motorworks does not sell customer contact information. Information may be provided to service providers when reasonably necessary to facilitate communications, operate our business systems, or provide requested services, subject to applicable privacy requirements.
SMS consent and mobile information are subject to the additional protections and terms described in our SMS & Text Messaging Opt-In Policy.
CHANGES TO THIS POLICY
Mitchell Motorworks may update this Communication Policy periodically to reflect changes in our communication practices, technology, services, or applicable requirements. The current version will be posted on this page with the applicable revision date.