Calls, Recording and Our Automated Assistant

Every call is recorded. Calls to and from Charlotte New Floors Guide are recorded, and may be transcribed and reviewed — including by automated systems and our service providers — to understand your request, pass it to the pro, check quality, resolve disputes and prove consent. You hear this notice at the start of every call, and again if we connect you to a pro. If you'd rather not be recorded, hang up and use the form at charlottenewfloorsguide.com/get-matched/.

Our assistant is automated. Calls may be answered by an automated AI assistant. It will tell you it is automated at the start of the call, and it will tell you truthfully if you ask. It can take your details, answer basic questions about how Charlotte New Floors Guide works, and connect you or arrange a callback. It cannot quote prices, negotiate, give professional advice or agree anything on a pro's behalf. Say "person" at any time to ask for a human; if none is available we'll arrange a callback.

Calls back to you. If you asked us to call you, we may call you at the number you gave us. If the caller is our automated assistant, it will say so at the start, say who we are and why we're calling, and ask whether it's OK to continue. Say "stop" or press 9 at any time to stop calls. We don't make callbacks outside 09:00–19:00 Monday–Saturday (no Sundays or legal holidays).

Connecting you to a pro. When we transfer your call, we tell you the pro's name first and remind everyone on the line that the call is still being recorded. The pro agrees to the recording under its agreement with us.

How long we keep recordings: see the Privacy Policy (charlottenewfloorsguide.com/privacy/). We record callers and our assistant on separate channels, do not create voiceprints, and do not use recordings to identify you by your voice (see Privacy Policy §7, Biometric information).

Questions: hello@charlottenewfloorsguide.com · 1209 Mountain Road Pl NE Ste N, Albuquerque, NM 87110, USA.