Privacy Policy

1Who we are

Greystone Heating & Air LLC (“Greystone,” “we,” “us”) is a heating and air conditioning company organized in New Jersey. Our mailing address is 1134 S Black Horse Pike #116, Blackwood, NJ 08012.

This policy covers our website, greystoneheatingandair.com, our phone and text lines, and the service we provide in your home. It applies to customers, people who ask us for a quote or service, and visitors to our website.

2Information we collect

Information you give us

• Contact details: your name, phone number, email address, service address, and ZIP code.
• Details about your home and your request: the equipment you have, what is going on, the times that suit you, and any notes or photos you send.
• What you tell us on calls, in text messages and emails, and through the forms on our website.
• Billing details when you hire us. Card payments are handled by our payment processor, and we do not keep full card numbers.

If you apply for financing, you apply with the lending partner, and its own privacy policy covers your application.

Information from lead partners

Some customers first reach us through home services companies, such as Modernize, where you ask to be connected with a local contractor. When you do, that company sends us your name, contact details, address, a description of your project, and a record of the consent you gave it to be contacted. Once we receive this information, we treat it the same way as information you give us directly, and this policy applies to it. The partner’s own privacy policy covers what it collects on its website.

Calls and text messages

When you call or text us, our phone and texting systems keep a log of the phone numbers involved, the date, time, and length of each call, and the content of text messages.

Calls with Greystone, including voicemails, may be recorded.

• Voicemail on our main line: if you call our main line and no one can answer, you can leave a voicemail. Our phone provider records your message, an automated speech-to-text service writes a transcript of it, and the recording and the transcript are emailed to the Greystone team so we can call you back. Calls on our main line that a team member answers are not recorded.
• Calls through our calling system: our team uses a calling system to call customers and people who ask us for service, and that system may record the calls.

If you would rather not be recorded, you can reach us by email instead.

Information collected automatically on our website

Our website uses a small analytics script that we run ourselves. It is not an advertising network, and it collects:

• a random visitor ID, kept in a cookie and in your browser’s local storage for up to two years, so we can tell a new visit from a return visit;
• the pages you view and what you do on them, such as how far you scroll, tapping a call button, or starting and sending a form;
• how you arrived: the website that referred you, the page you landed on, and any campaign or ad click codes in the link;
• your general location at the country level and the type of device you use;
• a shortened version of your IP address. We remove the last part and never store the full address.

If you send us a form, we link your visitor ID to your request. That tells us which page or ad brought you to us, and it lets us connect your earlier and later visits from the same browser to your request. If your browser sends a Do Not Track signal, the script collects nothing at all.

Our website host, Cloudflare, also processes technical data such as your full IP address to deliver the website and protect it from attacks.

3How we use your information

• To answer your request, give you an estimate, and schedule and perform service.
• To contact you about your request and appointments by phone, text message, or email, including confirmations, reminders, and technician arrival updates.
• To pass new service requests to the Greystone team members who handle them, including by text message, so someone can call you back quickly.
• To send invoices, take payment, register equipment warranties, and run maintenance plans you sign up for.
• To answer your questions and resolve problems.
• To understand how our website is used and to improve it and our service.
• To keep our systems, customers, and staff safe, and to prevent fraud and spam.
• To meet our legal, tax, accounting, and regulatory obligations.

Our text messages are about your request and your service, not advertising. If we ever offer marketing texts, we will ask for your separate permission first. If we send you emails about seasonal maintenance or offers, each one has an unsubscribe link.

4How we share your information

We do not sell your personal information, and we do not share it for targeted advertising. We share it only in these cases:

• Service providers that help us run the business, such as website hosting, email, phone and texting platforms, voicemail transcription, scheduling and customer records, and payment processing. They may use your information only to provide their services to us.
• Equipment manufacturers and distributors, when we need to order parts or register a warranty for equipment we install for you.
• Financing partners, only if you ask us to help with a financing application.
• Legal and safety reasons: when the law requires it, to respond to a valid legal request, or to protect the rights, property, or safety of our customers, our staff, or others.
• Business changes: if Greystone merges, is sold, or reorganizes, customer records may move to the new owner, who must continue to protect them as this policy describes.

Mobile information and text messaging

All of the sharing described above excludes text messaging opt-in data and consent. The only outside companies that handle your mobile number and our messages to you are the text message service providers, meaning our messaging platform and the wireless carriers, and they do so only to deliver the messages.

5Text messages

We text you only if you have agreed to it. Our Texting Terms explain what we send, how often, and how to stop.

• Reply STOP to any message to stop receiving texts. Reply HELP for help.
• Message frequency varies. Message and data rates may apply.
• Agreeing to receive texts is never a condition of buying anything from us.

6Cookies and similar technologies

Our website sets one first-party cookie, named rd_vid, and keeps a matching entry in your browser’s local storage. Both hold the random visitor ID described above and last up to two years. We also keep a short-lived session marker and a note of how you first arrived in local storage.

We do not use advertising or social media tracking cookies, and we do not let other companies track you on our website.

You can block or delete cookies and local storage in your browser settings, and the website still works. We honor the Do Not Track signal.

7How long we keep information

• Customer, job, and billing records: while you are a customer and for up to seven years after your last service, for tax, warranty, and legal reasons.
• Requests that did not lead to a job: up to three years, unless you ask us to delete them sooner.
• Voicemails: the recording is kept by our phone provider for 365 days and then deleted. The transcript exists only in the voicemail email, which also carries a copy of the recording and is kept like our other messages about your request, as described above.
• Other call recordings: kept under our calling provider’s settings.
• Texting consent and opt-out records: at least five years after your last text from us, so we can show that we had your permission and honored any request to stop.
• Website analytics: up to three years. The visitor ID cookie expires after two years.

When we no longer need information, we delete it or remove the details that identify you.

8How we protect your information

We use reasonable administrative, technical, and physical safeguards to protect your information. Our website uses encrypted connections (HTTPS), and access to customer records is limited to the team members and service providers who need it to do their work.

No system is perfectly secure. If a security breach affects your personal information, we will notify you as New Jersey and Pennsylvania law requires.

9Your choices and rights

For everyone

• Text messages: reply STOP to any text, or tell us in any other reasonable way.
• Emails: use the unsubscribe link in any marketing email.
• Phone calls: ask us to add you to our do not call list, and we will stop marketing calls to your number within ten business days.
• Your information: ask us what we hold about you, and ask us to correct it or delete it.

We will never treat you differently, or charge you more, because you made one of these requests.

New Jersey residents

The New Jersey Data Privacy Act gives New Jersey residents rights over their personal data. Whether or not that law applies to a business of our size, we offer the same rights to all of our customers. You can ask us to:

• confirm whether we process your personal data, and give you access to it;
• correct personal data that is inaccurate;
• delete personal data about you;
• give you a copy of your personal data in a portable format;
• stop selling your personal data, using it for targeted advertising, or using it for profiling that has significant effects on you. We do none of these today.

We answer requests within 45 days. If we need more time, we will tell you why, and we may take up to 45 more days. If we turn down your request, you can appeal by replying to our answer, and we will respond to your appeal in writing. If you are not satisfied with the result, you can contact the New Jersey Division of Consumer Affairs.

Pennsylvania residents

Pennsylvania does not have a general consumer privacy law in force today. You can still make any of the requests above, and we will handle them in the same way.

How to make a request

Email [email protected] with “Privacy request” in the subject line, or write to us at the address below. To protect you, we will confirm your identity first, for example by sending a code to the phone number or email address we have on file. Someone you authorize can make a request for you with your signed permission.

10Children

Our website and services are meant for adults arranging service for their homes. We do not knowingly collect personal information from children under 13. If you believe a child has sent us personal information, contact us and we will delete it.

11Links to other websites

Our website may link to other websites, such as equipment manufacturers or financing partners. Their own privacy policies apply when you visit them.

12Changes to this policy

We may update this policy from time to time. When we do, we will change the “last updated” date at the top of this page. If we make significant changes, we will also post a notice on our website or contact you directly.

13Contact us

Questions about this policy or your information? Contact us:

Greystone Heating & Air LLC
Attn: Privacy
1134 S Black Horse Pike #116
Blackwood, NJ 08012
[email protected]