Privacy Policy

Last Updated: October 2026 | Effective Date: Immediately

BrokenSpring Direct LLC ("Company", "we", "us", or "our") operates the national dispatch website brokengaragespring.us. This Privacy Policy governs our data collection, handling, and protection practices across all 1,407 serviced municipalities in the United States. We place the highest priority on protecting the privacy, confidentiality, and security of our customers and callers.

1. Information We Collect During Emergency Dispatch

When you contact our direct telephone dispatch line at (855) 922-5561 or submit a service inquiry through our website, we collect necessary customer information including your full name, physical property address, telephone number, and details regarding your garage door malfunction (e.g. spring type, door dimensions, vehicle entrapment status). This data is collected solely to route the nearest qualified mobile service truck to your residential or commercial location.

2. Non-Disclosure & Customer Data Protection

We do not sell, trade, rent, or lease your personal contact information to third-party marketing brokers or data aggregation agencies. Your location information is shared strictly with the dispatch coordinator and assigned certified field technician to perform on-site assessment, spring replacement, and warranty documentation.

3. Telephonic Call Quality and Recording

Calls placed to our nationwide dispatch line ((855) 922-5561) may be monitored or recorded for technician safety verification, emergency dispatch routing, quality assurance, and dispute resolution purposes. Call records are stored securely in encrypted audio archives.

4. State Consumer Privacy Rights (CCPA / CPRA / VCDPA / CPA / CTDPA / TDPSA)

Residents of California, Virginia, Colorado, Connecticut, Utah, Texas, and other states with comprehensive consumer privacy statutes enjoy specific statutory rights regarding their personal information:

• Right to Know & Access: You may request disclosure of the specific categories and pieces of personal data collected about you over the preceding 12 months.
• Right to Deletion: You may request deletion of your personal contact data, subject to statutory record retention requirements for completed mechanical work, contractor licensing compliance, state tax accounting, and active product hardware warranties.
• Right to Correction: You have the right to request correction of inaccurate personal contact data maintained in our dispatch records.
• Do Not Sell or Share Personal Information: We do not sell consumer data or disclose customer information to cross-context behavioral advertising brokers.
• Non-Discrimination: We will never deny service, charge different prices, or provide a lower quality of mechanical repair to customers who exercise their statutory privacy rights.

5. Geolocation Telemetry & Real-Time Mobile Routing

To optimize emergency arrival times when vehicles are trapped inside residential garages, our dispatch systems utilize localized geolocation telemetry to calculate distance matrices between available mobile service vans and customer properties. This spatial telemetry is processed securely via encrypted connections, utilized exclusively for operational transit logistics, and is never retained for secondary commercial profiling.

6. Telephone Consumer Protection Act (TCPA) & SMS Dispatch Notifications

By providing your telephone number during emergency dispatch intake, you consent to receive transactional voice calls and text messages (SMS) directly related to your service request, including technician dispatch confirmation, estimated arrival window updates, and digital receipt delivery. You may opt out of SMS notifications at any time by replying STOP. Standard message and data rates may apply depending on your cellular provider.

7. Data Security Measures & Retention Architecture

We employ administrative, physical, and technological security controls to safeguard customer location and service history. Customer dispatch logs, invoices, and signed warranty agreements are archived in encrypted digital databases with restricted internal role-based access. Service records are retained for a minimum of seven (7) years to validate ongoing 5-Year and Lifetime limited hardware warranties.

8. Payment Data Security (PCI-DSS Compliance)

When customers settle service invoices on site, payment processing is executed via certified, PCI-DSS Level 1 compliant mobile point-of-sale terminals. Technicians never store, write down, or maintain physical copies of full credit card account numbers, expiration dates, or CVV security codes on paper or unencrypted local devices.

9. Cookie Policy & Web Analytics

Our website utilizes standard technical session cookies and privacy-preserving web analytics to evaluate server performance, detect automated bot traffic, and optimize mobile layout rendering. We do not deploy third-party intrusive tracking pixels that follow your browsing activity across unrelated internet properties.

10. Minors' Privacy Protection

Our telephone dispatch services and website resources are directed strictly to adult homeowners, property managers, and commercial facility operators aged 18 and older. We do not knowingly solicit, collect, or maintain personal identification data from children under the age of 13. If we discover that personal data has been submitted by an individual under 13, it will be expunged immediately from our active records.

11. Bi-Annual Policy Audits & Corporate Governance

Our corporate compliance team conducts comprehensive bi-annual privacy audits to ensure ongoing conformity with emerging federal and municipal consumer privacy standards. If we make material modifications to how customer geolocation telemetry or dispatch contact details are archived, prominent notifications will be published across this document with updated version timestamps.

BrokenSpring Direct LLC
10440 N Central Expy, Suite 825, Dallas, TX 75231, USA
Direct Dispatch Hotline: (855) 922-5561

12. Dispute Resolution & Customer Arbitration Telemetry

In the event of an administrative inquiry or dispute regarding emergency dispatch services, customer service records, time-stamped call audio recordings, and field technician work logs will be reviewed under confidential commercial arbitration protocols. We maintain archived audit trails to substantiate flat-rate pricing transparency, quoted arrival windows, and parts manufacturer warranty validity.

13. Cross-Border Data Disclaimers & FTC Compliance

Our digital infrastructure and dispatch databases are hosted exclusively within certified domestic data centers located inside the United States. We adhere strictly to Federal Trade Commission (FTC) consumer privacy directives, preventing unauthorized access, cross-border data leakage, or unlawful automated commercial profiling.

BrokenSpring Direct LLC
10440 N Central Expy, Suite 825, Dallas, TX 75231, USA
Direct Dispatch Hotline: (855) 922-5561
Administrative Compliance Office: dispatch@brokengaragespring.us