New! Residential ServLine® Program

We are always striving to provide our customers with the most effective services possible. We recognize many of you have struggled with the unexpected cost of water leaks and water line repairs. Many homeowners were surprised to find out that they are responsible for both the extra water charges from water leaks and repair of the water line from the meter to the home. These homeowners were shocked to discover that their homeowners insurance didn’t cover any of the repair costs (which can exceed $2,000) or the extra water bill from the leak that can add hundreds of dollars more..

As a result, the River Road Utility Program is excited to provide a new program that protects our residential customers, as long as they have their own water meter, from these very high and unexpected repair and water leak costs. The program we have developed is called ServLine®. Our ServLine® Program provides broad protection with no deductible and is insured by an “A” rated insurance company.

River Road Utility District

ServLine Home Example

Water Loss Protection: Automatically Enrolled $2.00/Month

Water Line Protection: Sign-up by calling $5.00/month

As your service provider for water service we are dedicated to providing you with reliable service and a safe water supply.  Over the years, we have made many improvements to our system and facilities to maintain a consistently high level of water quality and reliability. Our current leak protection policy is as follows.

After the effective date of this rule, adjustments to residential water bills for excessive water usage caused by a leak will be made only for customers who participate in the ServLine Program offered by River Road Utility District. The River Road Utility District will start the leak adjustment period for all eligible customers on Sept. 1,2015 regardless if they have had an adjustment in the prior twelve months. To qualify for a leak adjustment under the ServLine Program, the leak must meet the following requirements.

(i) The leak must be underground or where a leak was within the building and in the opinion of the General Manager or his designee was at a location where the leak would not have reasonably been discovered if the building were occupied. Water leaks from dripping faucets, leaking commodes and other leaks as shown below in the customer’s plumbing not located underground do not qualify.

(ii) To receive an adjustment, the customer’s water usage must be four times greater than the customer’s normal monthly water usage. Normal monthly water usage means the average of the six previous month’s bills. (iii) A residential customer may only receive one leak adjustment during any twelve month period.

(iv) The leak must meet all of the terms and conditions for a leak adjustment as set forth in the District’s agreement with the insurance company providing leak adjustment coverage under the ServLine Program.

(v) If a customer was notified by the utility of a leak and does not make the needed repairs within five days, no adjustment will be made.

CALCULATION OF BILLING ADJUSTMENT

BEGINNING SEPT. 1, 2015 ALL RESIDENTIAL CUSTOMERS WILL BE AUTOMATICALLY ENROLLED FOR BASIC PROTECTION. BASIC PROTECTION INSURANCE COVERS WATER LEAK BILLS UP TO $2500.00. THE LEAK PORTION ADJUSTMENT OVER $2500.00 WILL BE ADJUSTED ON A CASE BY CASE INVESTIGATION BY THE UTILITY AND THEN APPROVED BY THE BOARD. THE CUSTOMER WILL HAVE THE OPTION TO REFUSE OR CANCEL THE BASIC PROTECTION. IF THE CUSTOMER REFUSES OR CANCELS THE BASIC PROTECTION THE CUSTOMER IS TAKING RESPONSIBILITY FOR ALL WATER CHARGES FROM WATER LEAKS.

If an adjustment of the customer’s bill is warranted, the amount of the bill will be determined as follows:

The Utility may adjust water bills for customers with basic protection insurance
(1) where a leak was within an underground water service line between the meter and exterior of a building or
(2) where a leak was within the building and, in the opinion of the General Manager, his or her designee, was at a location where the leak would not have reasonably been discovered if the building were occupied.
The leak portion of the bill must be over $2500.00. However, only one (1) bill will be adjusted in any consecutive twelve (12) month period. The customer’s past six months of water bills shall be totaled and divided by six to get an average. That figure, plus the $2500.00 insurance, will be subtracted from the bill with the leak. Then, that number will be divided by two. This figure will be the adjustment.

Example:
Water Bill W/Leak (before tax) ---------$3000.00
Minus the average of the past six bills --------------- $50.00
Minus the $2500.00 insurance------------------------- $2500.00
$450.00
$450.00 Divided by 2=$225.00 Adjustment
$3000.00 Minus $225.00 = $2775.00 Water Bill plus tax = Total Bill (Insurance reimburses the Customer $2500)

ADJUSTMENTS NOT MADE ON WATER BILLS

Adjustments on Water bills will not be made in the following circumstances:
1. Customers with multiple living units on single meter such as a campground, trailer park or motel are not eligible for a leak adjustment. Also, commercial establishments are excluded from adjustments.
2. Routine dripping faucets, leaking commodes, or any type of faulty customer plumbing
3. Premises left or abandoned without reasonable care for the plumbing system
4. More than one occurrence per 12 month period
5. Filling of swimming pools
6. Watering of lawns or gardens
7. If a customer has been notified of a potential problem with their plumbing which could cause a break and that problem is not resolved within (5) days
8. If a customer has been notified of a suspected leak and does not repair the break within five (5) days of notification

EXTENDING TIME FOR PAYMENT

If a customer has a leak (confirmed by the District) where the leak portion of the bill is over $2500.00, then the District may make arrangements for the bill to be paid in installments. The minimum amount to be paid monthly shall be three (3) times the average bill based on the previous twelve (12) months, but in no case shall the full payment not be paid within twelve (12) months from the time an adjustment is approved by the District. The customer shall sign an agreement to this payment plan. Also, customers who are not on the leak program can set up a leak account.

IMPROPER METER READING

The Utility will first determine that the meter was properly read. If an investigation of the meter and meter records establishes that the meter was misread or that there was a failure of utility equipment, a new bill will be issued using the correct reading. There will be no penalty assessed in the event the adjustment procedure delays payment past the penalty date.

PROPER METER READING

If an investigation of the meter and meter record establishes that the meter was properly read and that there was no failure of utility equipment, the bill will remain valid and payable.

TESTING OF CUSTOMER METER AND AMOUNT TO BE CHARGED

If the customer questions the accuracy of the meter, he may pay the utility bill in question plus a meter testing deposit of $50.00 (residential meters) or $350.00 (commercial or industrial meters). The UTILITY will remove the meter and ship it to the manufacturer or have a recognized meter testing company test the meter. The UTILITY will pay all costs associated with the testing of the meter. If the meter proves to be accurate within guidelines established for used meters by the American Water Works Association (AWWA), it is deemed to be accurate. If the meter does not meet AWWA accuracy standards, the UTILITY shall refund the meter testing deposit to the customer and repair or replace the meter.

REQUEST FOR AN APPROVAL ADJUSTMENT

A plumber’s affidavit certifying
(1) the date the leak was discovered;
(2) the nature and location of the leak;
(3) the date the leak was repaired;
(4) the name of the person repairing the leak;
(5) a description of the repair work performed. If the repair was performed by an unlicensed plumber, the repair must be inspected by a representative from the Utility; (6) a written request for an adjustment must be submitted for review to the District within (90) ninety days of the due date of the bill before an adjustment may be considered or approved. All requests for adjustments must be approved by the District’s General Manager, his or her designee before an adjustment is given.

Frequently Asked Questions

Isn't the exterior water service line the Utility Company's responsibility until it connects to my house?
No. The water service line is the homeowner's responsibility from the Utility's water meter until it connects to your home.
Doesn't my Homeowners Insurance cover damage to my exterior water service line?
  • With rare exceptions. Most homeowner's insurance policies do NOT cover the exterior service line. But good news, with our new ServLine® Program you do not file a homeowner's insurance claim or pay a deductible.
  • The chance of a water line repair is approximately the same as a collision claim against your automobile insurance.
Can I decline participation in the ServLine® Leak Protection Program and take my chances?
  • Yes. You do not have to take advantage of this program and can decline with just a quick phone call.
  • If you decline participation you will now be responsible for all excess water charges from a line leak. ServLine® is the new way we adjust water bills for qualifying leaks that result in excess water charges.
  • However, it would take over 41 years of monthly charges for Leak Protection to pay for only one excess water bill of $1,000.
How many times per year can I make a claim for bill relief from a water leak with Leak Protection?
Leak Protection enhances our leak adjustment policy for residential customers and follows the same guidelines, allowing one claim every 12 months.
Does Leak Protection pay for excess water bills from leaks that happen because of plumbing leaks inside of my house? What about leaks on irrigations systems or other connecting exterior water lines?
  • Leak Protection follows the same guidelines of the leak adjustment policy it enhances.
  • Our leak adjustment policy guidelines and intention remains the same. Please click the following link for a copy of the River Road Leak Adjustment Policy
Is there a waiting period for protection to take effect?
There is a not a waiting period for the Water Line Protection if you signed up before the start date of our new ServLine® Program. However, after the start date there is a 30 day waiting period unless a new customer is signing up a new connection or an existing customer moves to a new address and is establishing a new account and connection. Since you are automatically enrolled in Leak Protection, there is no waiting period for Leak Protection.
Is the $10,000 limit for repairs and replacement of exterior water service lines enough?
The $10,000 limit for repair and replacement of the water service line with Water Line Protection is enough for all but the most unusual situations.
How many times per year or over multiple years can I have my exterior water line repaired or replaced by the Water Line Protection?
Multiple leaks or repairs are not a problem for Water Line Protection. The coverage is in place for each occurrence whether there are one or more leaks in a year or after several years. The coverage is in place as long as you remain enrolled in the program.
I received information regarding a warranty program in the mail. Is this the same program?

No. Our program is unique and is not like any program you may have seen before. We have never endorsed or offered a service line program until now.

  • This is not a warranty product or backed by a warranty company.
  • Warranty companies are NOT regulated at all in many areas, as a result, they are not held to the same standards as insurance companies. Our service line program is unique and is not like any program you may have seen before.
  • The ServLine program covers more with fewer restrictions than any warranty program we have seen.
  • ServLine’s provider is regulated by the State Department of Insurance, unlike warranties.
What happens if I break my exterior service line by hitting it while digging?
Good news! We will cover the break as long as an 811 Call has been made and the water service line is marked prior to digging.
Does Water Line Protection (which provides coverage for repairs of the water service line from our meter to the foundation of your home) cover my sprinkler system water lines, other irrigation lines, water lines to the swimming pool, water lines to other structures, or water lines inside of my home?
Water Line Protection covers payment for the repair or replacement of the exterior water line from the meter to the foundation of your home. The repair or replacement coverage does not extend to sprinkler system water lines, other irrigation lines, water lines to swimming pools, water lines to other structures, or water lines inside of the home.
Is my water line covered for absolutely everything that might make it leak or break?
The Water Line Protection has very broad coverage but there are things that could happen that would not be covered by the Water Line Protection. Things like earthquakes, floods, or landslides are excluded, as are back-ups into the house or costs to remove clogs or plugs among others. No program is going to cover absolutely everything.
How much is my deductible when I have a repair.
Great news! There is no deductible for either Leak Protection or Water Line Protection.
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