Privacy Policy
What information do we collect, and how do we use it?
We know that your privacy is very important to you. That’s why Service Experts LLC and its subsidiaries are committed to protecting your privacy and support a general policy of openness about how we collect, use and disclose your personal information.
We have prepared this Privacy Statement to inform you of the manner in which we collect, use, disclose and otherwise manage the personal information you entrust to us at any of our service centres, through our websites, or through our authorized service providers.
When you purchase our products or services or provide us with your personal information by other means, you are consenting to the collection, use and disclosure of your personal information as set out below.
This Privacy Statement also explains how you can contact us to access, correct or delete your personal information from our records.
Collection and Use of Personal Information
For the purpose of this Privacy Statement, “personal information” means information that specifically relates to you. The personal information collected will depend on the circumstances of the collection and may include at least some of the following:
- Name, address, and contact information
- Email address
- Service/purchase history
- Credit card/payment information
- Payment history
- Driver’s license number (optional)
- Occupational information
- SIN (optional)
- Customer opinions and feedback
- Heating, cooling, indoor air quality equipment history
- Warranty information
- Demographic information
We collect personal information that you provide when you:
- Contact a Customer Service Representative by phone, email, or in person
- Meet with a Comfort Advisor, Service Technician or any other representative of SEI
- Visit, register, view or otherwise interact with our websites, online advertisements or emails
- Purchase, order, or request information regarding our products and services
- Apply for our credit card or special financing
- Purchase an extended warranty agreement
- Provide us with comments or suggestions
- Enter into a contest, sweepstakes, or respond to one of our surveys
- Purchase products or services from any one of our centres
- Speak with a telemarketer about products or services we offer
- Voluntarily supply information by any other means, such as tradeshow, sweepstakes, or contest
We collect, maintain, and use your personal information to provide the service or carry out the transaction you requested or authorized. We ask you to provide us with your personal information for the following purposes:
- Fulfill or process your request for information, products or services
- Bill you for products purchased or services rendered
- Generate referral media including letters, direct mail, email, and phone calls
- Notify you of the expiration of your service/maintenance agreement
- Schedule future service/maintenance appointments
- Send you future communications and advertisements (by phone, email, and mail) about the products and services we offer, as well as the products and services of our third-party advertising partners
- Send information about our organization or our industry
- Provide you with our credit card or other special financing
- Notify you about important changes to our website
- Register you for prizes, contests, or giveaways
- Offer you customer support services such as tune-up, service agreement, and warranty work reminders
Your personal information may be processed, stored, and accessed outside the province in which you reside and/or outside of Canada by SEI, a service provider or another company in accordance with this Privacy Statement.
Disclosure Of Personal Information
We will not sell, license, trade or rent your personal information, without your prior consent, except as otherwise set out herein.
SEI may share information with third parties, including third parties in the United States, engaged to assist us in providing services to you or to carry out one or more of the purposes described above. Examples include our financing, marketing, customer service, and warranty providers as well as any contact centres supporting our network of service centres. These service providers are prohibited from using your personal information for any purposes other than to provide this assistance and are required to protect personal information disclosed by SEI and to comply with the general privacy principles described in this Privacy Statement. SEI reserves the right to disclose personal information to a third party if a law, regulation, search warrant, subpoena or court order legally requires or authorizes us to do so. Likewise, in certain circumstances, U.S. and other foreign courts, law enforcement agencies or regulatory agencies may be entitled to access your personal information.
SEI also reserves the right to disclose and/or transfer personal information to a third party in the event of a proposed or actual purchase, sale (including a liquidation, realization, foreclosure or repossession), lease, merger, amalgamation or any other type of acquisition, disposal, transfer, conveyance or financing of all or any portion of the business, or assets of Service Experts Inc. or a division thereof, in order for you to continue to receive the same products and services from the third party.
Use Or Disclosure For Marketing Purposes
If you have not opted out of receiving marketing materials, we may also use (but not disclose) your personal information to promote and market additional goods, services and special offers from us, our affiliates and/or our business associates, including by means of direct marketing. We may also disclose your name and contact information (mailing address, email, phone number) to these affiliates and/or third party business associates so that they can send you promotional materials directly.
You can choose not to allow us to use or disclose your personal information for direct marketing purposes by indicating your preference at the time your information is being collected or by contacting us as outlined below (see the “Contact Information” section below).
Knowledge and Consent
SEI collects your personal information from you only when you voluntarily provide it. Whenever we collect your personal information you will have a choice regarding whether to provide it, how it may be used, and to whom it may be disclosed. Typically we seek consent for the use or disclosure of your personal information at the time of collection, although consent to a new use may be sought after the collection of personal information.
The form of consent that we seek, including whether it is expressed or implied, will largely depend on the sensitivity of the personal information and the reasonable expectations of the individual in the circumstances.
You may withdraw consent at any time, subject to legal or contractual restrictions and reasonable notice. If you wish to withdraw your consent at any time, you may contact our Privacy Officer by phone, mail, or e-mail (please refer to the “Contact Information” section below). We will not, as a condition of the supply of a product or service, require you to consent to the collection, use, or disclosure of information beyond that required to fulfill the explicitly specified and legitimate purposes for which the information is being provided. However, by withdrawing your consent, you may be limiting or even preventing our ability to provide you with the service or product you desire. We will inform you of the specific implications of withdrawing consent prior to such withdrawal.
How We Protect Your Personal Information
SEI makes commercially reasonable efforts to ensure that personal information collected from you is protected against loss and unauthorized access. This protection applies in relation to information stored in both electronic and hard copy form. Access to your personal information is restricted to selected employees or representatives. In addition, SEI employs generally accepted information security techniques, such as firewalls, access control procedures and cryptography, to protect personal information against loss and unauthorized access.
Information Collected By Our Website
In general, you can visit our websites without telling us who you are or providing us with personal information. However, we collect internet protocol (IP) addresses of all visitors as well as page requests, viewing path, referral sources, browser types, operating system, time spent on our websites, and the number of visitors to our website. We collect this information to monitor and improve our websites and to determine consumer interest in our products and services.
Cookies
When you visit our website, we place a text file called a “cookie” in the browser directory of your computer’s hard drive. A “cookie” is a small piece of information that a website can store on your web browser and later retrieve. The “cookie” cannot be read by any website other than the one that set up the cookies. SEI uses “cookies” for targeted marketing purposes. Some browsers can be set to reject all cookies. If you choose to modify your browser in this manner, your experience on our website may be affected.
Links to Third Party Websites
Our website may offer links to other third party websites. You should be aware that operators of linked websites may also collect your personal information (including information generated through the use of cookies) when you link to their websites. SEI is not responsible for how such third parties collect, use or disclose your personal information, so it is important to familiarize yourself with their privacy policies before providing them with your personal information.
Retention Of Your Personal Information
SEI retains your personal information for as long as necessary to fulfill the purpose(s) for which it was collected and to comply with applicable laws. Your consent for such purpose(s) remains valid after termination of our relationship with you.
Changes To This Privacy Statement
SEI reserves the right to modify this Privacy Statement at anytime without notice. The Privacy Statement posted at any time or from time to time on our website shall be deemed to be the Privacy Statement then in effect.
Contact Information
If you wish to contact us in order to inquire about SEI’s Privacy Statement, to access, correct, or delete you personal information, to withdraw consent to SEI’s use of your personal information (in whole or in part), or to make a complaint regarding SEI’s failure to adhere to this Privacy Statement, please contact our designated Privacy Officer via mail, email, or phone.
By Mail:
Director, Human Resources
Lennox Industries (Canada) Ltd.
400 Norris Glen Road
Etobicoke, Ontario, M9C 1H5
By email:
By Phone:
1-888-HEATCOOL
For more information about federal privacy laws, including PIPEDA, contact the Officer of the Privacy Commissioner at 1-800-282-1376 or visit its website at http://www.privcom.gc.ca.