Standard Installation Procedures

What follows is an outline of the standard procedures we follow to properly install a stove or fireplace in your home. Please note that some towns have rules that may change these standard procedures. In all cases the authority having jurisdiction (your locally appointed building inspector) will make the final ruling on matters of local code. Our installation rates are based on the standard procedures listed below. Any variation of these standard procedures may require an additional charge to be added to our standard labor rates.

Standard installation procedures are as follows:

Pre-install On-site Visit

All installations start with an on-site consultation and an inspection of the installation location. After the initial consult an estimate for materials and labor will be prepared. The estimate may be converted to an Install Contract by signature and return to the Cracker Mill, along with the down payment noted on the contract. In most cases, all materials must be paid in full prior to delivery and installation. In some cases we may split the down payment into two or more smaller amounts as long as all materials are fully paid prior to the install date.

Installation Contract

An Installation Contract is required on all installations. This contract specifies the products being installed and the labor to be performed. The contract includes an agreement by the customer to comply with all local ordinances and an agreement by the Cracker Mill to follow all applicable local codes pertaining to the installation of the products included.

The customer also agrees that any delays caused by the customer or their agent may require additional charges be added to the contracted amount. A payment schedule is outlined and an explanation of how we handle additional charges due to hidden conditions, variations in parts used, or delinquency in payments is included.

Scheduled Install Date

After the install contract is signed a date is chosen by both the Cracker Mill and the customer to perform the installation. The date chosen must be acceptable to the customer and usually will be changed only in cases of sickness or foul weather. The install date will not be confirmed before all materials for the job are in stock at the Cracker Mill. If other contractors will be involved in preparing the site for installation the install date will not be confirmed until all prep work is finished. If the install date is cancelled by the customer, for reasons other than sickness or weather, there may be additional charges (although this is not a hard and fast rule and will be decided on a case by case basis).

Gas Line Hook-up

In the case of gas appliances we ask that the gas company be ready to hook-up the gas no earlier than 12:00 on the day of installation. In most cases, we will place the unit and venting and then stop the job until the gas line is hooked up. Once the gas line is installed we will return to complete the setup of the gas stove or fireplace.

In some cases our install crew may be able to complete the install in one trip - if the schedule of the gas supplier will allow them to complete the gas line hookup at the same time our crew is present, or if the gas line is installed properly before the installers arrive. In those cases where the install crew is scheduled for another job immediately following your installation it may not be possible to wait for the gas line to be finished. This will be decided by the install crew on a case by case basis.

Production Rates of Installation

Some jobs are scheduled as partial-day installations and some jobs are scheduled as full-day installations or multi-day installations. We reserve the right to decide when to finish a job given the on-site circumstances. In those cases where the job cannot be finished in the expected time allotted our install crew will negotiate a new work schedule and you will be called by our office to confirm a new date that will fit both your schedule and our install crew’s schedule. In our busy season this may require a delay due to a schedule that is already filled to capacity. Every effort will be made to complete the installation in the time allotted and to re-schedule, when needed, in a reasonable amount of time. Additional labor charges may apply, to be decided on a case by case basis.

In order to keep our costs under control we ask that the job site be clear and accessible and that no preparatory work, or ongoing construction, done by the customer, or an agent, interrupt the flow of production. In those cases where the unexpected happens, we will negotiate at that time whether any additional labor charges will be needed. In most cases we can solve these issues within the time allotted for the installation and no additional charges will be needed. These situations will be decided on a case by case basis.

The over-all idea is to not unnecessarily delay the production and completion of the installation. Our rates are based on these standard procedures and we need to keep a certain rate of production in order to achieve the balance needed between what it costs us to perform the work and what we charge you, the customer, for the complete installation. However, we understand that “things happen” and we will be flexible enough to allow for proper and complete installation at production levels, and rate of charges, that are acceptable to both parties.

In general, the scheduled times for different types of installations are as follows. (These are general guidelines only and all jobs will be scheduled on a case by case basis according to the needs of the actual job).

Gas stove, freestanding Partial-day (normally two trips)

Gas insert, with liner Partial-day (normally two trips)

Gas fireplace, rough-in Full-day (sometimes partial-day)

Pellet stove, free standing Full-day (sometimes partial-day)

Pellet insert, with liner Full-day (usually one trip)

Wood stove, freestanding Full-day (hook-ups usually partial-day)

Wood insert, with liner Full-day

Wood fireplace, rough-in Full-day

Any of the above with finish or prep work Multiple-days

Performance and Completion of Installation

The installation shall be considered complete when the manufacturer’s installation instructions have been performed and the appliance is operational. In those cases where a part is missing or damaged in the package from the manufacturer, or there is some other circumstance that causes a delay in completion, you may withhold up to 10% of the final payment due until we are able to return and finally complete the job. The remainder of the amount due must be paid on the day of installation.

Under normal circumstances we will completely finish the install on the scheduled day of installation. We recommend that all our installations be inspected by your local authority (building inspector) and we guarantee that our work will satisfy the requirements of all applicable codes. If an installation does not pass inspection we will schedule a return visit to correct the defect as soon as possible, at our cost. If your local inspector wants to inspect the job while we are performing the work we request that they not delay our production schedule unless they have a legitimate complaint about our compliance with local codes. In those cases where a local inspector feels they must delay our work schedule to accommodate their schedule of inspections (and not for code violation) we may add a surcharge to the labor charges to cover the lost production time. If a local building code requires us to split a job that is normally a single-trip job into a multi-trip job we will add an appropriate surcharge to our normal rates for that job.

If you are not on-site on the day of installation we require that you make arrangement for the payment of the contract prior to the arrival of our install crew. If after you review the installation in person and you see something that is not acceptable to you please call immediately and we will do everything we can to satisfy your requests. We prefer that all customers are on-site on the day of completion so that any and all questions about the installation can be addressed at that time.

First Fire & Operation of the Appliance

In most cases the appliance being installed in your home will be newly uncrated from its factory packaging on site. The first time you heat up the appliance it will cause some smoke and some smell to come off the hot metal surfaces. We recommend that you open your doors and windows and burn the unit for about four hours at high temperatures in order to “cure” the appliance. This curing will happen only this one time. After the unit has gone through this process it will no longer give off this smoke or acrid smell. In some extreme cases it may take a few days to cure. Most of the time one day is sufficient.

All appliances come with a complete owner’s manual that explains operation. If you are present at the time of installation our install crew will review with you the basics of operation, including helping you start your first fire, if appropriate. Any “break-in” procedures explained in the manual should be fully followed to prevent unintentional damage to the new appliance. If you have difficulty understanding the manual or need assistance learning how to operate your stove please call or visit the store and we will be glad to help. In unusually difficult situations we may not be able to clearly identify the solution on the phone or in the store and we may need to meet with you in your home to go over the operation of the stove. In most cases we will not charge you for the first visit to help you troubleshoot your appliance. However, subsequent visits may require a consult fee.

All warranties are provided and maintained by the manufacturer of your appliance. However, in most cases, the Cracker Mill, as your dealer, will be responsible to respond to all warranty claims. Most manufacturers will not take your direct call and will ask that you call your dealer to follow through with any warranty claims. Please keep your manual and a copy of your invoice or Install Contract showing the date of sale. In the case of installations, your warranty begins on the day of installation. Send in your warranty card directly to the manufacturer to enter you as a new owner with the manufacturer. But please call the Cracker Mill if you think you have a warranty claim.

Non-standard Installations

Some installations require non-standard procedures and rates. When an installation requires more than the usual attention to detail, or a large amount of planning and preparation, we will negotiate the rates for labor and the payment schedule based on that the particular needs of the project. The standard procedures outlined herein will not necessarily apply.

The standard procedures outlined herein are for installations routinely performed in completely finished homes, with finished walls, ceilings, floors, and roofs. If you need an installation performed in new construction or a remodel the standard procedures may not apply. Please consult with our Contractor liaison for help with installs in new construction.

Thank you for purchasing your stove or fireplace from the Cracker Mill Hearth and Emporium, We’re sure it will give you many years of enjoyment and we look forward to being your service center even long after the install is completed.

Sincerely,

The Cracker Mill Hearth & Emporium

Boiceville Cracker Barrel, Inc.

Route 28, Shokan, NY