Move-Up FAQs

This page helps explain how and why we use the Move-Up Express system.

I got a text/email but when I clicked it, it said it was taken.

When we are trying to fill a spot, we are looking to find a spot relatively quick. Each person who gets a text/email has about 4-5 minutes of what our system calls "promise time". If you accept it within that time your chances are almost always 100% that you will get it. If the 5 minutes pass, you can still attempt to reserve the time, but if the current person who just got the text happens to accept it, we will give it to them.

In initial development we thought of just having it text another person every 5 minutes, with no promise window but that seemed wrong to us. For best results respond to the move-up alert as fast as possible.

I didn't get a text message but my phone supports it.

For the purpose of our Move-Up system, emails will go out regardless if someone is on our "do not send" email list, because this is an Opt-In service. With text messages it is a little bit different. We have to strictly follow business texting rules, and one of them is that if a customer responded "STOP" to our automated text reminders, we cannot text from that number. If you want to be sure, text "UNSTOP" to 920-243-4124. This number is our auto texting phone number. Do not text anything else important to it as it will not be seen or read. You can also text "STOP" at any time to stop again. We do not send unsolicited texts, so it's rare that a customer does block our number.

You may also want to double check that the number we have on your account is correct. We have two spots to put numbers, Primary and Alternate. If your number is added as a third or additional number it will be visible to our techs and office, however it can't be used for authentication/alerts.

Why is the Move-Up automated?

For years we have had a Move-Up list for customers. It was rarely used because it was so hard to find a move-up. Typically move-ups appear last minute because of cancellations or reschedules, and sometimes we just do not have that much emergency work so we can get more tune-ups in. It is very hard to get people to answer the phone. We get told from customers that they are always around, but when we try to call or reach them they tend to be the ones that do not answer the phone.

With all the telemarketing spam with people faking numbers we understand why people aren't so quick to answer phones... but doing Move-Ups by hand can take sometimes 8 calls, and 20 minutes of time when we already have a lot of work to do during the day. This system (albeit less personal) really saves us time and allows us to get to customers faster than ever. The benefits strongly outweight the negatives for customers AND our company.

Can I turn off these Move-Up alerts?

You sure can. If you just want to stop getting alerts from us on a single line you can text back "STOP" and you won't receive them in the future. Our move-up system is opt-in only. Someone would have requested to be on our move-up list when scheduling an appointment. Any time our system sends a message, if you click the link to go to our site. There will be a red button to shut them off. By clicking that we remove the Move-Up opt-in tag from your appointment so you no longer get alerts.

I found a bug with the system!

Reach out to [email protected] and we will get it fixed asap. This system was designed in the summer of 2022, and rolled out in that fall. We did thorough testing but as always things can go wrong. A big thanks to all those whitehats out there!