We Value Your Trust
We respect your privacy and are committed to protecting it. This privacy statement explains our policies and practices regarding online customer information. It is through this disclosure that we intend to provide you with a level of comfort and confidence in how we collect, use, and safeguard personal and other information we collect or that you provide through these websites, and how you can contact us if you have any questions or concerns. It is our sincere hope that by explaining our data handling practices we will develop a trusting and long-lasting relationship with you. By using the site, you agree to the terms of this privacy statement.
Information About Our Organization and Websites
This Privacy Statement applies to FordOwner.com, LincolnOwner.com, MercuryOwner.com, (also known throughout this Privacy Statement collectively as FLMOwner.com), and also m.genuineservice.com. These are owned and maintained by Ford Customer Service Division, 16800 Executive Plaza Drive, P.O. Box 6248, Dearborn, MI 48126-4207 USA. The business purpose of FLMOwner.com and m.genuineservice.com is to provide convenient service and maintenance tracking, vehicle information, Ford Extended Service Plan (“Ford ESP”) information and purchase processing, financial resources and special offers to Ford, Lincoln and Mercury vehicle owners, and to serve as a portal to build and maintain relationships between current Ford and Lincoln Mercury owners and Dealerships.
Personally Identifiable Information We Collect From You
When you visit FLMOwner.com and m.genuinservice.com we will not collect any personal information about you unless you provide it to us voluntarily. Personal data includes information that is particular to you such as name, street address, telephone number, e-mail address, and credit card number if you place an order. If you opt not to provide us with personal information you can still access our website, however you may be unable to access certain pages on this website, participate in certain promotions, receive product information, have a purchase order fulfilled, or have your request honored to receive text messages or mobile alerts regarding special money-saving service coupons and promotional offers.
Our primary goal in collecting personal information from you when you visit FLMOwner.com and m.genuineservice.com is to provide you with the functionality and services that you need to have a meaningful and customized experience while using the site features. We need to collect personal information in order to verify vehicle ownership, to maintain accurate and updated vehicle and service information, to fulfill purchase orders, to facilitate the administration of accounts, keep you informed about new products and special offers, and to honor your request to receive text messages or mobile alerts regarding special money-saving service coupons and promotional offers. Please keep in mind that if you directly disclose personally identifiable information or personally sensitive data through FMLOwner and m.genuineservice.com chat room, message board, or other public online forums, this information may be collected and used by others.
How We Use the Personally Identifiable Information We Collect:
Personally identifiable information collected on FLMOwner and m.genuineservice.com may be used to:
- Fulfill a site user request (price quotes, brochure fulfillment, lead generation, to send marketing or promotional materials, and special offers, including those sent through e-mail or text messages as requested by you, or other information)
- Fulfill and deliver an order for goods or services such as the purchase of a Ford Extended Service Plan
- Respond to your comments or requests for information
- Meet a request for or to develop new products or services
- Make the user experience more customer-friendly
- Contact you if necessary in the course of processing or shipping an order for products or services
- Generate site analytics that improve our site layout, content, product offerings and services
- Compile user data that is stored in our corporate database and may be used for marketing and other purposes
- Match personal data collected here with data about you that we collect offline
- Comply with legal requirements
Other (Non-Personally Identifiable) Information We Collect From Site Visitors
FLMOwner.com and m.genuineservice.com collect other information, non-personally identifiable information from site visitors. This means that we do not track these items on an individual basis that identifies the site visitor, but rather gather and collect this information on an aggregate [or anonymous] basis that includes all site visitors. Non-personal information includes tracking the site pages that are visited or the amount of time spent on our site. This includes aggregate data provided by a third-party that surveys site visitors on our behalf. Aggregate data collected on m.genuineservice.com includes data such as the type/model of mobile device viewing the site, and the mobile device’s service provider Our primary goal in collecting aggregate information from you is to be able to perform site metrics that allow us to improve the content and functionality of the website. We need to collect aggregate information in order to track page visits, site click-through analysis, peak site usage times, site layout re-design, and to measure customer satisfaction with FLMOwner.com and m.genuineservice.com. We may use session cookies, persistent cookies, session logs, spot light ads, web beacons, GIF, pixel tags, banner ads or links, and third-party click tracking analytics tools such as DART, Omniture tags, and Google Analytics to collect aggregate or other non-personally identifiable information about site visitors. An explanation for each of these items and how they work is included in Section 7 Methods We Use to Collect Information.
How We Use the Aggregate or Non-Personally Identifiable Information We Collect
Non-Personally identifiable information collected on FLMOwner.com and m.genuineservice.com may be used to:
- Compile aggregate and statistical data to help in website design and to identify popular features
- Measure site activity to allow us to update our sites to better meet user wants and needs
- Make the user experience more customer-friendly
FLMOwner.com and m.genuineservice.com utilize non-personal data for the purpose of performing analytics on the users’ experience while visiting this site. This analysis:
- Is performed on an aggregate level and does not identify you or your information personally
- Involves the use of a third-party vendor acting on behalf of FLMOwner.com and m.genuineservcie.com
- Is performed in order to improve our website and the user experience
- May include the use of session and/or persistent cookies to track user movement across this and other Ford Motor Company websites or to track other events within or across this and other Ford Motor Company websites
- Any information that is provided to the third-party vendor is to be used only for the purpose of performing the analytics and compiling reports of the data. The third-party vendor is restricted from using this data in any other way other than to provide these services to Ford Motor Company and they may not share or resell this data.
Methods We Use to Collect Information
A “cookie” is a small text file that helps us in many ways to make your visit to our website more enjoyable and meaningful to you. They also allow us to tailor a website or advertisement to better match your interests and preferences. There are a couple different types of cookies. A “session” cookie is stored only in your computer’s working memory (RAM) and only lasts for your browsing session. When you close all your browser’s windows, or when you shut down your computer, the session cookie disappears forever.
A “persistent” cookie is stored on your computer’s hard drive until a specified date, which could be tomorrow, next week, or 10 years from now. Persistent cookies stay on your computer until either a) they expire,) they are overwritten with newer cookies, c) you manually remove them. Most browsers can be configured not to accept cookies, however, this may prevent you from having access to some site functions or features. This site may use a third-party click tracking analytics tool such as DART, Omniture tags and Google Analytics to capture click through statistics. FLMOwner.com and m.genuineservice.com may use spot light ads, web beacons , GIF, and pixel tags which are site instrumentation tools that help us to determine, for instance, whether a page has been viewed or not and, if so, how many times. When you ask us to send you information on a promotion or a newsletter, we may use web beacons to establish how many of the emails are actually opened. In general, any electronic image viewed as part of a web page, including an ad banner, can act as a web beacon.
Sharing Your Information
FLMOwner.com and m.genuineservice.com do not share, sell, or rent personally identifiable information with independent companies for their own use without providing you a choice.
Personal information that you provide to us in the course of using our site features or requesting a product or service through this website may be gathered and stored in one or more of our corporate databases and be used for purposes of contacting you for things like promotional offers, marketing programs, or other communications from this website or other Ford Motor Company websites.
We may share personal information that we collect about you with other companies within the Ford Motor Company family of companies or subsidiaries. Our “family of companies” is the group of companies related to us by common control or ownership. We share information within this “family” as a normal part of conducting business and offering products and services to our customers.
Personal information that you provide to FLMOwner.com or m.genuineservice.com, except for personal information provided in connection to a Ford ESP transaction and mobile numbers provided when requesting mobile alerts, may be shared with our authorized Ford, Lincoln and Mercury dealers. This is necessary in order to honor an appointment when scheduling service with your dealer, provide a price quote requested on a vehicle, or any other purpose where a dealer would need to contact you in their regular course of business. The dealer is not restricted by FLMOwner.com or m.genuineservice.com in their use of your data.
Vendors, contractors or partners of FLMOwner.com and m.genuineservice.com who have access to your personal information in connection with providing services for FLMOwner.com and m.genuineservice.com are required to keep the information confidential and are not permitted to use this information for any other purpose than to carry out the services they are performing for FLMOwner.com and m.genuineservice.com.
Site metrics for FLMOwner.com and m.genuineservice.com may be shared with other Ford Motor Company websites or subsidiaries or affiliates. The information shared will be aggregate data and will not include any of your personally identifiable information.FLMOwner.com and m.genuineservice.com will disclose your personal information, without notice, only if required to do so by law or in the good faith belief that such action is necessary to: (a) conform to the edicts of the law or comply with legal process served on Ford Motor Company or the sites; (b) protect and defend the rights or property of Ford Motor Company and these sites; and, (c) act under exigent circumstances to protect the personal safety of users of Ford Motor Company, its web sites, or the public.
Access To and Control Over the Use of Your Information
If you or someone else on your behalf has submitted your personal information to FLMOwner.com, you can access this information by logging into the site and going to the contact information page under Edit Your Profile. FLMOwner.com will use reasonable efforts to supply you with the information you have requested.
To correct or update your personal information, you can log into the site and go to the contact information page under Edit Your Profile. You will be asked for your user id and password so that we may be able to process your changes. FLMOwner.com will use reasonable efforts to correct any factual inaccuracies in your information.
Ford Extended Service Plan
To correct or update your personal information call 1-877-794-6434. You will be asked for your name, address and vehicle identification number so that we may be able to process your changes. The Ford Extended Service Plan sales office will use reasonable efforts to correct any factual inaccuracies in your information.
The scope of access available for this request is for information stored in the database that holds the data for the processing of a Ford Extended Service Plan purchased online using FLMOwner.com. Any personal information that has been collected from you on other Company websites will not be accessible or changeable through the processing of this request.
You may cancel (opt-out of) mobile alerts by sending the keywords “STOP FCSD” to 4FORD (43673) at any time.To update your mobile phone number, follow the cancel instructions above for the mobile phone/number at which you no longer want to receive these mobile alerts. Then to request mobile alerts to a different mobile phone, text the word “SERVICE” to 4Ford (43673) from the phone at which you want to receive mobile alerts. Note that Standard text messaging and other rates apply. Appropriate charges will appear on your wireless phone bills. Service available only on participating carriers.
Security of Your Information
Safeguarding information of visitors to our website is important to us. We use systems, policies and procedures to maintain accuracy of information and to protect information from loss, misuse or alteration.
When you send personal information, such as credit card numbers or telephone numbers, to FLMOwner.com, we use “Secure Socket Layers” or SSL to protect your data. SSL is encryption technology that helps safeguard your personal information against misuse by unauthorized individuals.
Vendors, contractors or partners of FLMOwner.com and m.genuineservice.com who have access to your personal information in connection with providing services for FLMOwner.com m.genuineservcie.com are required to keep the information confidential. Vendors are not permitted to use this information for any other purpose than to carry out the services they are performing for FLMOwner.com and m.genuineservice.com.
Consent to Processing
By visiting this site and by providing your personally identifiable information to us, you understand and consent to the collection, use, processing, transfer, and disclosure of your personally identifiable and non-personally identifiable information globally — including to the United States — in accordance with this Privacy Statement. Therefore, by visiting this site and by providing such information, you consent to the transfer of such information across country borders, and to the use, processing, and disclosure of such information in global locations. Your consent shall be deemed to include your consent to transfer of the personally identifiable or non-personally identifiable information to locations that may have different levels of privacy protection than in your own country.
Links to Other Sites
FLMOwner.com and m.genuineservice.com provide links to other websites. We encourage you to review the privacy statements of all sites which you visit, including those whose links are provided, so that you can understand how those sites collect, use and share your information. FLMOwner.com and m.genuineservice.com are not responsible for the privacy statements, content or data handling practices on other websites.
FLMOwner.com and m.genuineservice.com do not knowingly intend to collect personal information from children under 13 years of age. If a child has provided us with personal information a parent or guardian of that child may contact us at the Customer Relationship Center toll free at 1-800-392-Ford (3673), or 1-800-833-0312 (TDD For the hearing impaired), or if provided on the Ford ESP pages 1-877-794-6434 if they want this information deleted from our records. We will then make reasonable efforts to delete the child’s information from the database that stores information for FLMOwner.com and m.genuineservcie.com.
If you have any questions, comments or concerns about this online privacy statement for FLMOwner.com and m.genuineservice.com, privacy practices, or if you have any questions regarding the contents of these websites, please contact us at the Customer Relationship Center toll free at 1-800-392-Ford (3673). 1-800-833-0312 (TDD For the hearing impaired).
Hours (Eastern Standard Time)
8a.m – 8p.m (Monday – Friday)
9a.m – 5:30pm (Saturday)
FLMOwner.com and m.genuineservice.com are committed to working with consumers to obtain a fair and rapid resolution of any complaints or disputes about privacy and the handling of your data. FLMOwner.com and m.genuineservcie.com will be happy to respond to your questions and comments.
Privacy Statement Effective Date and Revision Days
Occasionally we may update the privacy statement for FLMOwner.com and m.genuineservice.com, in order to reflect any changes to the websites or our privacy practices. If we update this statement, the new statement will be posted to the websites ten (10) days prior to the changes taking effect. The effective date of this privacy statement is 4/15/2010. Get More Information