Facilities Holding provides outsourced dispatch, call center, back-office, work order coordination, and administrative support to facility management companies and similar service operators across the United States. Every call we place, every text message we send, and every email we deliver is tied to a service program that is owned and authorized by a specific client.
How We Use SMS
Facilities Holding sends operational SMS messages only for active service workflows. Messages may include appointment scheduling, technician ETA updates, work order status updates, access coordination, vendor follow-up, and administrative closeout requests. We do not use purchased lists, and we do not send unrelated marketing messages through these programs. Recipients can reply STOP to opt out or HELP for support.
1. What our communications are used for
Our communications are limited to operational, service-related purposes on behalf of a client that has authorized us to communicate with their customers, vendors, or technicians. Typical use cases include:
- Service coordination and scheduling
- Work order status updates, ETAs, and arrival notifications
- Dispatch confirmations and technician handoffs
- Vendor follow-up and exception handling
- Appointment reminders for scheduled service
- Customer service follow-ups and satisfaction confirmations
- Administrative requests such as document collection, invoice follow-up, or closeout details
If a communication does not fall into one of these categories, or is not authorized by a client program, we do not send it.
2. Client authorization and approved workflows
Our employees and agents only initiate communications under a documented client engagement. For every client program, we maintain:
- A written services agreement with the client that authorizes Facilities Holding to communicate with the client's customers, vendors, or technicians for defined operational purposes.
- Approved scripts, message templates, and call flows that have been reviewed and signed off by the client.
- A designated client contact who is responsible for owning the program and providing the consent source for the contacts we communicate with.
- Defined hours of contact and frequency expectations, aligned to the client's service obligations to their customers.
- Per-program routing and identification so the recipient always knows which client we are calling or messaging on behalf of.
If a client cannot provide a clear consent basis and an approved workflow for a particular contact type, we do not run that program.
3. Brand identification
Recipients always know who they are hearing from. On every outbound call, our agents identify themselves and the client they are calling on behalf of (for example: "Hi, this is Jamie from the Seamless FM service team, calling about work order #4827."). On every outbound text message, the first message in a session includes the client brand and the purpose of the message, along with the standard opt-out instructions described below.
4. Consent source and records
We rely on consent sourced through our clients. The consent basis for any given contact comes from the relationship between our client and that contact, such as a customer who scheduled service, a tenant who submitted a work order, or a vendor engaged for a job. Our clients are contractually responsible for ensuring that the contacts they provide to us have given appropriate consent to be contacted for service coordination purposes.
For each program we maintain:
- A record of the consent source (for example, the work order intake form, the customer portal sign-up, or the service agreement).
- The date and channel of consent (phone, text, or both).
- The categories of messages the contact is expected to receive.
- A method for the contact to update or withdraw consent at any time.
For the contact form on this website, any SMS consent collected is opt-in only, unchecked by default, and used solely to respond to the specific inquiry submitted.
5. Opt-out and HELP
Every text message program we operate supports the standard opt-out and help keywords:
- STOP — A recipient may reply STOP at any time to opt out of further messages from a given program. Opt-out is processed immediately and confirmed with a single confirmation message. No further messages are sent for that program after opt-out, unless the recipient re-subscribes.
- HELP — A recipient may reply HELP to receive contact information and a brief description of the program they are messaging with.
- Voice opt-out — Callers may ask any of our agents to remove them from the program. Opt-outs are honored across the program from that point forward.
- Email opt-out — A recipient may also email contact@facilitiesholding.com with the phone number or address to remove, and we will process the request within one business day.
6. Message content, frequency, and timing
Message content is limited to operational details tied to the program, such as an ETA, an appointment reminder, a status update, or a request for a missing closeout detail. Messages are sent for legitimate business purposes connected to the client's service relationship with the recipient.
Message frequency varies based on the underlying service event. For example, a customer may receive one message confirming an appointment and a second message when the technician is en route. Messages are sent within reasonable hours, aligned with the recipient's local time zone and the client's contact-hours policy.
7. Program boundaries
Facilities Holding only uses contact information supplied or approved by the client for that client's authorized service program. We do not use purchased contact lists, contact data from unrelated programs, or phone numbers collected through this website for unrelated outreach.
We do not sell, rent, share, or trade phone numbers, SMS opt-in data, or any other contact data we hold. We also do not send messages to anyone who has opted out, or outside the categories defined in the relevant client program.
8. Data handling and retention
Phone numbers, SMS opt-in records, and communication logs are stored on infrastructure controlled by Facilities Holding, used only for the operational purposes described above, and shared only with the client whose program the data belongs to. We do not sell, rent, share, or otherwise disclose phone numbers or SMS opt-in data for marketing or any other purpose outside of fulfilling the authorized service program. Retention periods are set per program and aligned to the client's recordkeeping requirements and applicable law. See our Privacy Policy for full detail.
9. Audit trail
For every program, we maintain audit-friendly records including: the client services agreement, the approved scripts and message templates, the consent source for the contacts in the program, the opt-out records, and the message logs. These records are available to our clients on request and may be made available to carriers, messaging aggregators, or regulators where required.
10. Applicable law
Our practices are designed to comply with applicable federal and state laws governing telephone and text communications in the United States, including the Telephone Consumer Protection Act (TCPA), the Federal Trade Commission Act, the Telemarketing Sales Rule, the CAN-SPAM Act for any incidental email, applicable state laws such as the California Consumer Privacy Act (CCPA) and similar state privacy statutes, and the carrier code of conduct standards established by The Campaign Registry (TCR) and the CTIA Short Code Monitoring Handbook.
11. Reporting a concern
If you have received a communication you believe was sent in error, was unwanted, or that you have already opted out of, please contact us so we can investigate and take corrective action. We treat every report seriously.
Compliance contact
Address: 254 Chapman Rd Ste 208 22800
Newark, DE 19702
Email: contact@facilitiesholding.com
Opt-out email: contact@facilitiesholding.com
Phone: (267) 814-5880
Hours: Available 24/7
We aim to acknowledge compliance reports within one business day and to complete remediation within five business days.