Privacy Policy

Pivot AI Solutions, LLC (“Pivot,” “we”) operates call handling and text messaging for the dealerships listed below. Each dealership is a separate business and remains responsible for its own relationship with you.

• Audi Cape Fear (Cape Fear Imports, LLC) — Wilmington, North Carolina
• Land Rover Cape Fear (Land Rover Cape Fear, LLC) — Wilmington, North Carolina

When you receive a call or a text, the sender is the dealership whose service department you contacted. Pivot delivers it on their behalf. Both that dealership's privacy policy and this one apply.

Consent is per dealership. Telling one dealership it may text you does not permit another to. They are separate businesses, each must ask you itself, and we record consent separately for each.

How you opt in. When you call a service department, the automated assistant asks whether you would like text updates about your visit at that number. You receive ongoing updates only if you say yes, and your answer is kept with the call recording. There is no website form and no keyword to sign up with. Agreeing to texts is never a condition of having your vehicle serviced.

What we send. Only messages about your own contact with the dealership: confirmation that your request was received, appointment confirmations and reminders, notice that your vehicle is ready, and replies to questions you send. No marketing, promotions, or offers.

How often. Message frequency varies by visit. Expect roughly 2 to 5 messages per service visit, and none between visits.

Stopping them. Reply STOP to any message to stop receiving them, or HELP for help. You can also tell any service advisor. A STOP sent to one dealership's number stops that dealership's messages. Message and data rates may apply.

Mobile information will not be shared with third parties or affiliates for marketing or promotional purposes. Your mobile number and your consent to be texted are never sold, rented, or shared. They are disclosed only to the messaging provider that delivers the message, and to the dealership you gave them to.

A call to a service department may be answered by an automated voice assistant rather than a person. It exists so that calls which would otherwise be missed still reach the dealership.

Calls are recorded and transcribed. The recording and transcript are kept so a service advisor can hear exactly what you asked for, and so nothing is lost between your call and the callback.

If you would prefer not to be recorded, hang up and visit the dealership in person, or ask for a callback and speak to an advisor directly.

• Your name, as you give it
• The number you are calling or texting from, and any callback number you prefer
• What you tell us is wrong with the vehicle, in your words
• Vehicle details you choose to share — year, make, model, mileage
• When you would like to come in or be called back
• An audio recording and transcript of the call
• The text messages you exchange with the dealership

You are never required to give a VIN, an email address, or your mileage in order to be helped.

• To call or text you back about the request you made
• To schedule and carry out work on your vehicle
• To keep an accurate record of what was discussed and agreed
• To recognise you on a later contact, so you are not asked the same things twice

We do not use recordings, transcripts, or messages to build advertising profiles, and we do not sell or rent your information.

Within a dealership, access is restricted to staff whose role requires it, and limited further by store and department. One dealership cannot see another's records.

We use these providers to operate the service:

• Twilio — carries calls and messages
• Vapi — runs the voice assistant, producing the recording and transcript
• Supabase — stores the records
• Vercel — hosts the application
• Google — signs dealership staff in

They act on our instructions and may not use your information for their own purposes. We may also disclose information where the law requires it.

Call recordings, transcripts, and text messages are kept for 3 years from the date of contact, then deleted.

Service and repair records for your vehicle are kept longer by the dealership, because warranty, safety, and tax obligations require it. Those records are the dealership's, not Pivot's.

If you want a recording, transcript, or message deleted sooner, ask and we will do it unless we are legally required to keep it.

You can ask us to:

• Tell you what we hold about you
• Correct anything that is wrong
• Delete your recording, transcript, or record
• Stop contacting you

Email privacy@pivotsolutions.ai or contact the dealership directly and ask for the service manager. No account is required, and you will not be treated differently for asking.

Information travels over encrypted connections, and access to the application requires a dealership account with permissions limited to the person's role, store, and department. No system is perfectly secure, and we do not claim otherwise.

This service is for people arranging vehicle service and is not directed at children. We do not knowingly collect information from anyone under 13.

If this policy changes we will post the new version here and update the date at the top.

Pivot AI Solutions, LLC
privacy@pivotsolutions.ai