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Better Business Bureau ®
Start With Trust®
Eastern Massachusetts, Maine, Rhode Island and Vermont
Privacy Policy

Better Business Bureau (BBB) is committed to maintaining your confidence and trust, and accordingly maintains the following privacy policy to protect your personal information.

BBB's Commitment to Security
Physical, electronic and managerial procedures have been employed to safeguard the security and integrity of personal information. BBB encrypts information wherever BBB requests it. Personal information is accessible only by staff and volunteers designated to handle complaints, customer reviews, requests for quotes or requests. All BBB agents and contractors with access to personal information are also bound to adhere to this policy as part of their contract with BBB.

Personal Information that BBB May Collect
BBB collects personal information online, including names, postal and e-mail addresses, phone and facsimile numbers, billing information, vehicle information such as vehicle identification numbers, customer review information,  complaint information and inquiry information. BBB may also collect business information from sole proprietorships that apply for BBB Accreditation or program participation, some of which could constitute personal information, as well as personal information from individuals acting solely in their business capacity. The Council of Better Business Bureaus (CBBB), which has its own privacy and security policies.

BBB does not knowingly collect or maintain any personal information from children under the age of 13. In addition, no part of our sites are designed with the purpose of attracting any person under age 13.

How BBB Uses Personal Information Collected Online
Unless you otherwise consent, we will use your personal information only for the purpose for which it is submitted, such as to reply to your emails, handle your complaints, customer reviews, request for a quote, and process billing and business requests related to program participation, and we will use such information to provide operational notices, in program record-keeping and to conduct research on industry marketplace practices. Our research may lead to the publication of aggregate demographical data but will not result in the reporting or publication of any personal information provided to us. At certain points where personal information is collected on our site, there may be a box where you may indicate you would like to be on a mailing list to receive information about other BBB programs and services and about ways to support BBB. This election box only appears in places where the department collecting personal information maintains such lists. At any time you can add or remove your name from a BBB list by contacting us at unsubscribe@boston.bbb.org.

How Your Information May Be Shared
In order to process a complaint, BBB may send the complaint to the BBB where the business complained about is headquartered, handle it itself, or refer the complaint to another appropriate organization for handling. For example, BBB normally handles complaints against charities and certain automobile manufacturers and BBB or the appropriate BBB may handle complaints against foreign businesses or BBB may refer such complaints to an appropriate foreign organization. Depending on the type of complaint, BBB will also transfer complaints to the business complained about. Further, when we receive a request or inquiry that a BBB must handle, we forward the request or inquiry to the appropriate BBB. By completing a complaint form or sending us a request or inquiry, you are allowing us to forward your information to the appropriate BBB, if necessary, and potentially also to the proper business. Consumer inquiries will be forwarded to the appropriate BBB by email, and consumers should recognize that this method of transmission may not be secure. Without submission of the requested information, BBB will not be able to process your complaint.  We never sell or rent your personal information.

BBB may also release personal information under the following circumstances:

  • Where release is required by law (for example, a subpoena) or regulation or is requested by a government agency;
  • Where our records indicate a business may be engaged in fraudulent activity or other deceptive practices that a governmental agency should be made aware of;
  • To appropriate governmental authorities, where warranted by a business's failure to participate in the advertising self-regulatory process or respond to an online privacy complaint.
  • To appropriate persons, where your communication suggests possible harm to others.
  • You provide BBB authorization to share your personal information and who you authorize BBB to share it with.


Help Us Keep Your Personal Information Accurate
If your personal information changes or you would like to review the personal information we may have on file, please email us with the new information or your review request at privacy@boston.bbb.org. Let us also know the department or BBB program that led to your submission of personal information so we may efficiently locate your information.

Computer Tracking and Cookies
Our web sites are not set up to track, collect or distribute personal information not entered by visitors. Our site logs do generate certain kinds of non-identifying site usage data, such as the number of hits and visits to our sites. This information is used for internal purposes by technical support staff to provide better services to the public and may also be provided to others, but again, the statistics contain no personal information and cannot be used to gather such information.

Our Web sites also recognize the online site where a visitor "clicked-to-check" on the Accredited Business Online Seal of a business participant, but we cannot identify the visitor or the visitor's address. Site information is used to confirm participation in the Accredited Business Online Seal  program and may be used to advise participants of the numbers of visitors who come to our site from their sites. No personal information is collected.

Our Web sites also recognize the online site where a visitor "clicks" on the Submit a Customer Review Button of a business participant, but we cannot identify the visitor or the visitor's address. Site information is used for participation in the Submit a Customer Review Button  program and may be used to advise participants of the numbers of visitors who come to our site from their sites. No personal information is collected.

Our Web sites also recognize the online site where a visitor "clicks" on the Request a Quote Button of a business participant, but we cannot identify the visitor or the visitor's address. Site information is used for participation in the Request a Quote Button  program and may be used to advise participants of the numbers of visitors who come to our site from their sites. No personal information is collected.

A cookie is a small amount of data that is sent to your browser from a web server and stored on your computer's hard drive. BBB uses non-identifying cookies to provide easier site navigation and access to forms. You can still use BBB sites if your browser is set to reject cookies. Our cookies do not generate personal data, do not read personal data from your machine and are never tied to anything that could be used to identify you.

BBB collects data from the device and application you use to access our services, such as your IP address and browser type. We may also infer your geographic location based on your IP address.  BBB does not share your IP address with other parties. We may use this information for our own market research and in the development and deployment of services.  Those services may include information on your general location but will not contain information personally identifiable to you.

BBB serving Eastern MA, ME, RI & VT has implemented and uses Display Advertising.  BBB serving Eastern MA, ME, RI & VT uses Google Analytics Displayed Advertising Remarketing.  Visitors can opt-out of Google Analytics for Display Advertising and customize Google Display Network ads using the Ads Preferences Manager.

You can also install the Google Analytics Opt-out Browser Add-on.

What is remarketing?
Remarketing show ads to users who've previously visited bbb.org/boston as they browse the Web.

BBB serving Eastern MA, ME, RI & VT has implemented and uses Visual Website Optimizer. Visusal Website Optimizer does not track personal information. Visitors can opt-out of Visual Website Optimizer using this link.

BBB serving Eastern MA, ME, RI & VT uses WebEngage.  WebEngage only collects your IP/ISP which is publicly available information and behavioral data, however you can opt out of the behavioral tracking by updating your browser setting and blocking cookies. 

BBB serving Eastern MA, ME, RI & VT uses Live Chat.  The Live Chat service records your chat information including your ip adress and any other information you provide BBB via the Live Chat service.  

Problems or Complaints with BBB Privacy Policy
If you have a complaint about BBB's compliance with this privacy policy, you may contact us at privacy@boston.bbb.org.

This Privacy Policy was last updated on April 21, 2014