Privacy Policy

What we collect

Information you give us. When you call, text, book online, fill out our contact form or set up service, we collect your name, phone number, email address, service address, and details about your home, your equipment and the work you need. If you sign up for ComfortCare, apply for financing, or pay an invoice, we collect what is needed to process that, though card and bank details are handled by our payment and financing partners, not stored by us.

Information from doing the work. Job notes, equipment models and serial numbers, photos of your equipment, invoices, warranty registrations and service history. We keep this so we can look up what was done last time and stand behind our work.

Information from your device. Like most websites, ours may collect standard technical information such as your IP address, browser type, the pages you visit and how you got here. See Cookies and analytics below.

Calls and texts. When you call or text us we keep a record of the conversation so we can follow up on your request. Calls may be recorded for training and quality purposes; if they are, you'll hear a notice at the start of the call.

How we use it

We use your information to:

• Respond to your request, give you an estimate and schedule your appointment.
• Send appointment confirmations and reminders, let you know when your technician is on the way, and follow up after the job.
• Send invoices, receipts, billing notifications and warranty or maintenance plan information.
• Ask how we did, and ask for a review after the job.
• Tell you about a seasonal offer or maintenance reminder, if you've told us that's okay.
• Keep our records, meet our legal and tax obligations, and protect our business and customers.

Text messaging (SMS)

We use text messages to keep you posted on your service. Here is exactly how that program works.

How you opt in

You can opt in to text messages from Customer Comfort Heating & Cooling in three ways: in person at our office or at your home, over the phone when you call us, or by checking the SMS consent box on the contact form on this website. When you are registered as a customer for the first time, we ask for your phone number and our staff asks whether you would like to opt in to SMS based billing notifications, appointment reminders, dispatch notifications and job completion surveys. You will be told that message and data rates may apply, that message frequency may vary, that you can text HELP for support or more information and STOP to unsubscribe at any time and no further messages will be sent, and that your information will not be shared with third parties.

Website form consent

What we send

Messages from the Customer Comfort Heating & Cooling Customer Notifications program are about your service: billing notifications, appointment reminders and confirmations, dispatch notifications (your technician is on the way), job completion surveys, and replies to questions you text us. We do not send text marketing to anyone who has not asked for it.

Frequency, cost and opting out

Message frequency varies with how much service you have going on. Message and data rates may apply depending on your carrier and plan. Text STOP to any message to unsubscribe at any time; you will get one final message confirming you have been unsubscribed and no further messages will be sent. Text HELP for support or more information, or call (616) 260-2894. Opting out of texts does not affect your service; we will simply call or email instead.

Your mobile information is never shared

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging originator opt-in data and consent will not be shared with any third parties. The only exception is the software and messaging vendors that send messages on our behalf, and they may use your number only to deliver our messages to you.

Who we share it with

We do not sell your personal information, and we do not rent it or trade it. We share it only in these situations:

• Service providers that help us run the business. Our field service and scheduling software, our text messaging and phone providers, payment processors, our website host and form handler, and email and accounting tools. They may use your information only to do that work for us.
• Financing partners. If you apply for financing through a partner such as Michigan Saves or FTL Finance, the application goes to that lender and their privacy policy applies to it.
• Manufacturers and distributors. To register your equipment warranty or process a warranty claim.
• When the law requires it. To comply with a subpoena, court order, permit or inspection requirement, or to protect the rights and safety of our customers, our crew and our business.
• If the business changes hands. If Customer Comfort is ever sold or merged, customer records would go with it, under this same policy.

Mobile phone numbers and text messaging consent are excluded from all of the above except the messaging vendors that deliver our texts. See Text messaging.

Cookies and analytics

Our website may use basic analytics (such as Google Analytics) to see which pages people visit and how they found us, so we can make the site more useful. These tools use cookies or similar technology. You can block cookies in your browser settings and the site will still work. Our online booking, the map on our contact page, and our financing partners' application pages are run by third parties with their own privacy policies.

How long we keep it, and how we protect it

We keep customer and job records for as long as you are a customer and for as long as we need them to honor warranties, keep tax records, and meet Michigan licensing and record keeping rules. Website form submissions and messages that don't turn into a job are kept only as long as they are useful for following up.

We take reasonable steps to protect your information: our software vendors use encrypted connections, access is limited to the people who need it to do their jobs, and we don't keep card numbers on paper or in our own systems. No system is perfect, so if we ever learn of a breach that affects you we will let you know as the law requires.

Your choices

• Texts: reply STOP to any text, or tell us on the phone, and we will stop.
• Emails: use the unsubscribe link in any marketing email, or just ask. We will still send service emails like invoices and appointment confirmations.
• Calls: tell us you'd rather not get reminder or follow up calls and we'll note it on your account.
• Your records: you can ask us what information we have about you, ask us to correct it, or ask us to delete it. We will do so unless we need to keep it for warranty, tax or legal reasons. Email help@customercomfortmi.com or call (616) 260-2894.

Children

Our website and services are for adults. We do not knowingly collect information from anyone under 18. If you believe a child has given us information, contact us and we will delete it.

Changes to this policy

If we change this policy we will post the new version here with a new "last updated" date. If a change affects how we use text messaging or your personal information in a significant way, we will let you know by email or text before it takes effect.

Contact us

Customer Comfort Heating & Cooling
2396 17 Mile Rd NE
Cedar Springs, MI 49319
Phone: (616) 260-2894
Email: help@customercomfortmi.com

See also our Terms & Conditions.