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Will we get a lot of caf�s frorr� citizens wf,�n th�y g�t <br />t�e letter? <br />A press release pra�i�led by USP and issued prior ta ihe first mailing will <br />F�elp �Ileviate cifizen concerns, which should result in nominal cal[s to <br />city hall. <br />;' ! � --- <br />How will citizens know what is co�ered? <br />All customers receive a set of terms and condilions upon enrollment in a <br />utili[y warranty program. They have 3� days from the date of enroflment to <br />cancel and raceive a full refund. <br />What items are includecf as part af the water <br />line warranty? <br />7he external water warranty covers 1he undergrounc� service line frorn the <br />point of connection to ihe city mdin fine to the water meter. It also covers <br />ihe undergraund serv€ce �ine between the water meter and t`ne exterior <br />fnundation of 1he home. If any p4rt of the line is broken and leakir�g, USP <br />wifl repair or replace �he line in order to restore the servica. Coverage caps <br />listed in ihe terms & conditions are per occurrence as fo[lows: $4,000 plus <br />an adc4itiona[ $500 Eor public sidewalk eutting, if necessary. <br />What items are included as parf of the sewer <br />lin� warranty? <br />The external sewer line warran3y covers the undergrovnd service line from the <br />poinfi of conneclion to 3he cify main line fo the point of er�try to Ehe home. (f <br />any part of the line is 6roken and leaking, USP will repair or replace the line <br />in order to restore the service. Co�erage caps listed in fhe terms & condit€ons <br />are per occurrence as follows: $4,000 plus an additional $4,000 for public <br />street cutting, if necessary. <br />The Coverage Cap �ooks adequate but is there an • <br />annual or lifetime restriction on how much yau wilf pay <br />to repa�r? <br />No. Un€ike some other warranties available, we �rovide you with the full <br />coverage per incic€ent. We will pay up fo your coverage amounf each and <br />every time you need us. We do not ded�ct prior repair expense from your <br />coverage cap or li�nit the amount we will pay annualfy. <br />Qoesn't Homeowner's Insurance co�er fihis type <br />of repaEr? . <br />Typically, no. Most homeowner pnlicies will pay to repair ihe damage <br />crec�ted by failed ulility 19nes but they generaily do nof pay to repair the <br />actual 6roken pipes or lines. We encourage you to call your insurance <br />compony to determine your actual coverage. <br />Is soil moverrtent due to ground shi�ing co�ered? <br />Yes, ground shiFting is one of the major causes for water line l�reaks. [f 1he <br />line is braken and lea�Cing, the repair is covered uncfer fhe warraniy. <br />Who replaces landscapir�g i� damaged? <br />USP wil[ provide basic restoratio€� to the site. This incEudes filling irs Ehe <br />holes, mounding the trench (to allow for set€lingj and raking and seeding <br />ti�e affected area. Restoration daes not ir€clude replacing trees or shrubs or <br />repairing private paved/concrete surfaces. This is ou�line�l in the teems <br />& condifions sanf to fhe customer. <br />What building codes will you adhere to? <br />IE the line 'ts 6roken and leaking, USP will repair or replace €Ite Iea[cing <br />porfion oE €he line according to t�e current code. However, USP is not <br />responsib(e far bringing working lines up to code fhat are not in need <br />oF repair. <br />�., •ii: E :.:.. <br />Will a citizen have a long hold time whert reporting <br />a claim? <br />No. Repair calls receive fhe highest priority and are answered 24/7. <br />Repair calls are connected Eo a live agent thro€�g� a voice recogniiion <br />uniE {VRU). <br />Wifl th� customer always get a liv� op�rator when <br />t�ey call? <br />Yes. Custo€ners are direcfied to select to speak with eilher a service or elaims <br />agent arsd wilf then E�e directed to a live Agent. <br />What is the c�aims process? <br />Prograrr� participants call a to11-free USP rtumber to file a claim. <br />€!SP selecls the confracfor, who is required to contacf ihe customer withirt <br />one hour of receiving the jo6 to schedufe a fime fo begin the rapairs. <br />Typically, repairs are compfeted wifhin 24 hours. Emergencies receive <br />priority handling. <br />��� '►, ; , ��+�.�. <br />Who perforrr�s the repair work? <br />USP reta€ns loca}, professionol plttmbers to perform all fhe service line <br />repair work. <br />How se�ec#iv� are you when chaosing contractors to <br />conduct repairs? <br />USP only selects contractors who share aur commitment to excel{ence in <br />customer service. Scorecards are maintdined for each contracFor, lracking <br />tF�e customer satisfaction rafing for work perforr�ted. Customer feedback is <br />shared vrifh our contractors and any con�ractor with a low customer <br />satisfac!€on rat€ng is removed from the nelwork. <br />