Home Protection Plus. Plumbing Repair. Program. Year-round protection from costly unexpected plumbing repairs.

Transcription

1 Home Protection Plus Plumbing Repair Program Year-round protection from costly unexpected plumbing repairs.

2 AVAILABLE PLANS AND COVERED FIXTURES Plumbing Kitchen Faucet Bathroom Faucet Tub Faucet Showerhead Toilet Garbage Disposal Drain Stoppage Water Leak/ Water Line Available as add-on Sump Pump Plumbing Deductible Plan Kitchen Faucet Bathroom Faucet Tub Faucet Showerhead Toilet Garbage Disposal Drain Stoppage Water Leak/ Water Line $50 Deductible per trip Available as add-on Sump Pump Welcome to the Home Protection Plus Plumbing Repair Program, administered by DTE Gas Company. You are now connected to a network of certified technicians that are just a phone call away. As a member of the Home Protection Plus, all repairs are handled by highly skilled technicians without the trip charges, service call fees, after hour surcharges, and most of all, no out of pocket charges for parts or labor covered under your repair plan. We hope you ll be pleased with the program and thank you for your participation. This booklet contains important information including terms and conditions. Please read and save this information about the Home Protection Plus Program. For service requests, contract questions, or any other program information, please call or visit hppservices.com How the program works A Home Protection Plus Plumbing Protection Plan prepares you for the unexpected home plumbing repairs. If you experience problems covered in your protection plan, simply call our toll free hotline at We ll set up an appointment that is convenient for you. A technician is dispatched to your home to diagnose the problem and will repair the fixture or system covered under your repair plan. If parts have to be ordered, the technician will schedule a time to come back and complete the repair. No scrambling to find a repair service. No worries about who is doing the repairs. No worries about the cost. Just complete peace of mind that everything will be handled for you as quickly as possible and in a professional manner. 1

3 Eligibility ReqUIREMENTS 1. Plumbing Protection Plans (The Plans) are available to qualified DTE Energy customers who are owners or tenants of residential buildings. Residential buildings are defined as occupied single family homes, condominiums, townhouses, mobile homes, and include manufactured housing. 2. The Plans will cover the following as outlined under Covered Repairs: Drain Stoppage, Water Leaks/Water Lines, Kitchen/Bath/Shower Faucets and Valves, Toilet Mechanisms, and Garbage Disposal. Sump Pump coverage is available to Plan members for an additional fee. Sump Pump coverage must be selected by the customer at the time of enrollment. 3. Plumbing fixtures and systems covered by The Plans must meet local code requirements (at the time of installation), be reasonably clean and safely accessible, and in good operating condition at the time that coverage begins. The Plans reserve the right to have an on-site inspection of the equipment and systems. 4. Prices are subject to change at any time. Any pricing change will become effective at renewal. Some marketing promotions and service offers may be exclusive to new enrollees, and/or may be available only in select service areas. Any promotion is subject to alteration and/or termination at the discretion of DTE Gas Company. 5. Your coverage will remain in effect only by keeping your payments up to date. This includes payments for any other services or goods owed to DTE Gas and/or its affiliates. If you are delinquent in these payments, service under The Plans will be denied and/or The Plans coverage will be terminated. 3. The Plans will repair or replace covered fixtures or systems stated as covered in accordance with the terms and conditions of The Plans as long as the systems and appliances: a. Are located within the confines of the main foundation of the home. b. Become inoperative due to normal wear and tear. c. Are in good working order on the Enrollment Date. d. Are properly installed and appropriately maintained throughout the term of The Plans. Service Repair Procedure 1. For the Plumbing Deductible Plan, a $50 Plumbing Deductible will be collected by credit card at the time that the service call is placed with the call center for customers enrolled on the Plumbing Deductible Plan. The Deductible is applicable to all service requests placed during the same call. 2. The Plans provide a call center that is available to accept, record, and schedule service requests 24 hours a day, 365 days a year. The Plans reserve the right to schedule and prioritize all service requests. To request service, call Upon request, The Plans will arrange for an authorized service provider to repair or replace covered fixtures or systems stated as covered in accordance with the terms and conditions. Plan Coverage 1. Coverage is subject to the limitations and conditions as specified in this booklet. Please read the terms and conditions carefully, and then file for ready reference. 2. Term of coverage definitions: a. Effective Date is the date DTE Gas enrolls the Customer in the Plumbing Protection plan. b. Anniversary Date is annual recurrence of the Enrollment Date. c. Service can begin fifteen (15) days after the Effective Date. d. Contract Year is the period beginning with the Effective Date and will continue for one year (365 days). e. Plumbing Protection coverage is for a Contract Year. f. Service is having received a Plumbing Protection covered repair as outlined in this document, or a diagnostic assessment of an appliance. 2 3

4 3. The Plans will dispatch an authorized service provider to perform all covered services. The authorized service provider will be chosen by The Plans based on geography and workload availability. The Plans will not be responsible for charges for system service or fixtures that others provide without our prior knowledge and consent. (See Special Circumstance section, page 9.) 4. The choice of specific parts or fixtures to be used is at the sole discretion of The Plans and the authorized service provider. The Plans reserve the right to use other than original manufacturer s parts. 5. In the event that fixture replacement becomes necessary, Builder Standard fixtures will be used (see Builder Standard section, page 5). 6. Customer will be responsible for costs incurred in missed service appointments. Covered Repairs Drain Stoppages: Covers clean out of all stopped or clogged drains or vents within the perimeter of the residence s foundation including bath, kitchen, laundry and toilets. Water Leaks/Water Lines: Covers line breaks and leaks in copper piping, pex, polybutylene, or CPVC lines. Kitchen/Bath/Shower Faucets and Valves: Faucet cartridges, springs, seals, gaskets, shut-off valves, outside spigot, main water valve (after meter if applicable), kitchen faucet, bathroom faucet, bath tub faucet and shower head. Toilet/Toilet Mechanisms: Toilet tank flapper with ball cock, handle with lever, valve, wax seal and shut-off valve. Garbage Disposal: Covers repair or replacement of garbage disposal. Sump Pump (if selected as additional coverage at enrollment date): All mechanical parts, motor and check valve. Builder STANDARD 1. When replacement of fixtures becomes necessary, The Plans will provide a replacement with basic features (referred to as Builder Standard ) for installation by the authorized service provider. Builder Standard fixture replacement will offer general features, capacity and efficiency. 2. The Plans reserve the right to determine whether covered fixtures will be repaired or replaced. This decision is to be based on availability of replacement components as well as the authorized service provider assessment of the overall condition of the fixture. 3. The Plans will not be responsible for matching specific dimensions, color, brands, or any premium fixtures defined as Upgrades (see below) of any covered replacement. Fixture Upgrade When the customer chooses fixture upgrade, or a specific fixture replacement other than the provided Builder Standard fixture, the customer will be responsible for all additional charges. The Plans authorized service provider will calculate the total cost for any requested upgrade for a covered replacement. The Plans authorized service provider will reduce the total cost of replacement upgrade by the amounts referenced in the upgrade allowance list below. 4 5

5 The customer will be responsible for payment of the total cost minus the listed upgrade allowance. Payment is to be made to the authorized service provider at (or prior to) fixture installation. Kitchen Faucet... $ Tub Faucet... $ Toilet... $ Bathroom Faucet... $ Showerhead... $ Non-Covered Repairs The Plans will not be responsible for needed service, repair, or replacement if the needed service remedy is other than a covered service, repair, or replacement as outlined in this booklet. All others are non-covered. For those non-covered situations: 1. The Plans will assume only the cost of the diagnostic portion for a non-covered repair. 2. The customer will receive a written estimate from The Plans authorized service provider for completing the required non-covered service, and has the option to utilize the same authorized service provider to complete the non-covered repairs. The authorized service provider will make payment arrangement with the customer at, or prior to, the rendering of a non-covered service. 3. When a customer chooses to obtain a non-covered service from either an authorized service provider, or an independent source, The Plans will not assume responsibility for the cost of those repairs. 4. Essential non-covered repairs, such as code violations or other safety related situations must be remedied at the expense of the customer before additional covered service can be provided. Additional charges will apply to non-covered repairs, replacements or replacement upgrades. 5. The Plans will not assume the responsibility for the cost of service provided by anyone other than the authorized service provider assigned at The Plans dispatch unless such service is authorized in advance. 6. Access for repairs or replacement of or non-covered items will result in additional charges. 7. Any additional charges will be determined using current rates for labor and parts of The Plans authorized service provider. Examples of items not covered (list is not all inclusive) Spas, Whirlpool Tubs, Jetted Baths Shower Panels & shower panel fixtures Handicapped Shower Fixtures Bidets & bidet fixtures Toilet seat, toilet flange Ruptured Hot Water tanks Re-Circulation Pumps in water heaters Well Systems components and associated parts Water Softeners Galvanized and Cast Iron Piping Leaks due to Radiant or Solar Heating Systems Winterization Antifreeze Auxiliary (Back Up) Sump Pumps Sewage injector pumps Septic Systems Abuse of drainage systems (foreign material) Lines damaged by freezing or roots (within or outside of the home s foundation) Flow restrictions due to rust, corrosion or chemicals Water damage to floors, carpeting, walls, or ceilings. Limitation of Liability and Exclusion of warranties 1. The Plans are a service agreement, and not an insurance policy. 2. The Plans do not include coverage for fixtures or systems used at commercial property or residences used as businesses, including but not limited to, day care centers, fraternity/sorority houses, adult care and/or nursing homes. Plan coverage is limited to residential grade fixtures, systems, and those items that were manufactured and marketed solely for installation and usage in a residential family building. (See contract coverage page for specific details.) Coverage includes only those items stated as covered. 6 7

6 3. The Plans do not cover any labor, materials or parts required as a result of flooding, attempted repairs by persons other than the Plans authorized service provider, previous repairs, damage by construction activity, abuse, vandalism, improper wiring, electric power outage or surge, water supply failure, insufficient water pressure, accidents, fire, freezing, acts of God, tampering or unauthorized alteration or any other abnormal conditions. Installation errors or omissions that result in either equipment failure or performance issues are not covered by The Plans. 4. DTE Gas will not be responsible for the diagnosis, repair, removal or remediation of mold, mildew, bio-organic growth, rot or fungus, or any damages resulting from or related to mold, mildew, rot or fungus, even when caused by or related to the malfunction, repair, or replacement of a covered system or component. Service will not be performed in areas where asbestos or any other safety or health hazard exists until the hazard has been eliminated by the customer and at the expense of the customer. 5. DTE Gas will not be responsible or liable for damages, indirect losses or injuries, loss of income, additional living expenses, personal and/or property damage caused by defects in parts, unavailability of parts, labor, materials or service provided hereunder. 6. DTE Gas will not be liable to the customer for failure to perform obligations of The Plans due to any acts of God, strikes, lockouts, acts of the public enemy, lightning, fires, storms, floods, explosions, breakage or accident to machinery, the malfunction of any computer systems (hardware or software) or equipment containing embedded systems of The Plans or any provider upon which The Plans rely, the binding order of any court or governmental authority, or any other cause outside the control of The Plans. 7. In the event of any defects in parts, materials or service provided hereunder, The Plans only responsibility and the customer s sole remedy shall be that on request of the customer, during the Contract Year, The Plans will provide repair/replacement of the defective part, material, fixture, service or benefit in accordance with the provisions of The Plans. 8. DTE Gas will not be responsible for any repair or replacement that would violate any local, state, and/or federal law, rule code or regulation. The Plans will authorize completion of the repair or replacement upon correction and remedy of the violation and/or potential violation by the customer. Any cost associated with the correction or remedy of such violation is the sole responsibility of the customer. 9. The cost of covered services for Plan members is limited to $2, per Contract Year. 10. DTE GAS HEREBY DISCLAIMS ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, ALL WARRANTIES OF MERCHANTABILITY OR FITNESS FOR PURPOSE. 11. If required by law, DTE Gas will provide a broader limited warranty and limitation of liability. Special Circumstances DTE Gas reserves the right to charge for parts and labor (and/or to deny making repairs) for service under the following conditions: Parts and service not covered under The Plans. Repair of pre-existing conditions. Additional charges will be determined using current rates for labor and parts of a DTE Gas authorized service provider. Customer Reimbursement Should circumstance such as availability of parts or replacements, essential noncovered work, or specific customer brand/model preference/requirement necessitate that a covered repair or replacement will not be completed by an authorized service provider; then reimbursement to the customer will only be considered if: 8 9

7 The Plans have been informed of the need in advance of repairs, and have authorized the exception. The customer has provided a copy of a paid in full work order/invoice to DTE Gas for review. The repair/service is a covered repair/replacement as outlined in the Covered Repairs section (see page 5). The approved reimbursements will not exceed amounts as established in Fixture Upgrade section (see page 6). Note: Any previous cost of covered service request (same fixture) paid by The Plans will reduce the amount of the reimbursement request accordingly. Access/Restoration Covered repairs may require access to plumbing systems through walls, cabinetry, ceilings, or floors. 1. DTE Gas, or The Plans authorized service provider are not liable for restoration or the cost of restoration for any wall coverings, floor or floor coverings, drywall, cabinets, counter tops, tiling, grout, paint, wallpaper, or the repair of any cosmetic defects resulting from repair, service, or diagnostic efforts. 2. DTE Gas or The Plans authorized service provider are not liable for the cost of construction, carpentry, or other modifications made necessary as a result of completing a diagnostic, a covered repair, fixture replacement, or damage to the customer s property from such actions. Termination 1. You may not cancel The Plans during the Contract Year. For your convenience and to ensure that the residence is continually covered, The Plans will automatically renew on the Anniversary Date for additional one-year periods unless you cancel by providing Home Protection Plus with 30 days notice prior to the end of the current Contract Year. 2. You may cancel The Plans without obligation within the first 30 days of enrollment provided you have not made a service request and/or received service including diagnostic assessment by an authorized service provider. Service is defined as having received a covered repair or a diagnostic assessment from an authorized service provider. 3. You may request cancellation by contacting the Plumbing Protection Plans at Cancellation will become effective after DTE Gas Company has processed your request to cancel coverage. 4. Plan coverage is not transferable to a different location. Should you move during a term of coverage, upon notification, The Plans will create a service agreement at your new location. If you have prepaid your annual fee in full, and have not received service, you may receive a pro-rated refund of the fee. 5. DTE Gas reserves the right to cancel The Plans at any time, with or without cause. In such case, The Plans management agrees to notify Plan members. 6. The customer may not assign any of its rights hereunder. The Plans reserve the right to assign its rights and obligations to another party. 7. This booklet constitutes the entire understanding between the parties with respect to the subject matter of The Plans and supersedes any prior discussions, negotiations, agreements, writings and understandings. Additional Information The Plumbing Protection Plans are currently available to qualified DTE Energy customers in Wayne, Oakland, Macomb, Monroe and Washtenaw counties

8 Troubleshooting Tips Determine the nature of the problem Is it caused by low water pressure, excessive water usage, slow drains, noises from pipes or drains, or other problems related to specific plumbing fixtures. High water usage (high water bills) This may be caused by leaking water pipes, leaking or dripping faucets and sticking flush valves and leaking seals in toilets. Listen for noises from your toilets Determine if they are running at unusual intervals, when no one has recently flushed them. When there s a seal leak in a toilet water tank, the tank will drain slowly over a period of time until the water level drops low enough for the float valve to open and replace it. Pipes sweating Pipes that are not insulated may sweat when cold water runs through them in warmer interior airspaces in the home and water condensing on the surface of pipes may drip, causing moisture problems to appear where no leak exists. Shut off water supply Learn the location of your main water supply shutoff as well as individual supply valves so that leaks can be temporarily stopped and repairs can be made. Toilets, vanities and kitchen sinks usually have a valve for each supply line and are usually located on the adjacent wall underneath the fixture. Identify problem Identify the problem that s occurring with your drains. Some typical drain problems are: Sink(s) and/or tub(s) drain slowly Water is backing up in the bathroom tub, shower or sink Wet spots or areas in walls or along floors in rooms adjacent to walls containing drain pipes Unusual gurgling or bubbling sounds when water is draining Our Promise to You We promise to treat you with respect. We will represent ourselves with the highest level of trust, honesty and integrity, and act in your best interest. We will be open with our expertise and experience and share options and solutions with you. We will do our very best to ensure the repairs on your equipment are fixed right. Using drain clearing chemicals Read label instructions carefully when using a chemical drain cleaning product for clearing clogged or slow-running drains. For more information about Home Protection Plus programs, visit our website at hppservices.com. 12

9 Plumbing Protection Plans from DTE Gas Company, are not regulated by the Michigan Public Service Commission. Plumbing programs may be available from other providers. Provided that you have not received service, you may cancel your Plumbing Protection Plans without penalty up to 30 days after enrollment. Your regulated utility rates and the conditions of your utility service are not affected by your enrollment in the Plumbing Protection Plans, or by your decision to use the services of another provider. For service requests, coverage questions or any other information, call For information on additional appliance service coverage, or other services available, visit our website at hppservices.com /2M/EGT/12-12