First Class Marble & Granite
Where quality meets class.

Policies

Job Policies


1) Preparing For Any Activity/Trip:

A. FCMG requests that client(s) are present during any activity to make necessary on-site decisions and give job completion approval for installations/deliveries.

B. The path of access from the work area to the area FCMG can park truck(s) must be cleared of any obstacles including:

  1. Snow removal

  2. Plywood atop dirt pathways

  3. Stairs for raised entrances

C. Electricity/Power is required and must be accessible during the scheduled activity.

2) Preparing For Templating:

A. Clients with existing countertops to be removed by FCMG are to follow all steps described under “Preparing For Existing Countertop Removal.”

B. New or existing (bare) cabinets will be checked for level and in-line accuracy.

C. All appliances pertaining to countertop templating must be on-site at time of template unless an exception is approved by the FCMG salesperson. Missing appliances and/or cabinets not level or in-line that cause the template to be halted and done on a return trip will result in a trip-charge.

D. Sink(s) provided by client must be on-site at time of scheduled template appointment.

E. Farmer/Apron sink(s) must be in-place and level with cabinetry prior to scheduled template appointment.

F. Outdoor grills are to be in-place prior to scheduled template appointment.

3) Preparing For Existing Countertop Removal:

A. FCMG does not disconnect or connect any plumbing and/or fixtures for any reason.

B. Plumbing is to be disconnected prior to FCMG arrival. This includes sink drain plumbing, faucet connection and gas/electrical connections for stoves/cooktops, if required.

C. If an existing backsplash is to be removed, all outlet and switch covers are to be removed prior to FCMG arrival.

D. Any plumbing/hardware to be kept/re-used by client is to be removed from the countertops prior to FCMG arrival.

E. All countertops are to be 100% cleared off.

F. The area being worked in must be cleared for the crew to have space to work.

G. During removals, dust and minor debris can fall into drawers/cabinets so clients are highly recommended to cover or remove items from the drawer or remove the drawers itself – but this is not required. FCMG is not responsible for cleaning all dust & minor debris as it is an unpreventable normal factor of the industry process.

H. During any removal process, surrounding objects (walls, cabinets, tiles/backsplashes, panels, etc.) may get slightly damaged which is unavoidable in most cases. FCMG will use every caution not to cause any damage to other objects but cannot be liable in the event this does occur.

4) Preparing For Installation:

A. All cabinets must be cleared of any items and ready to accept the stone.

B. All appliances pertaining to the countertops, including fixtures requiring holes drilled into the stone, must be on-site at time of scheduled installation appointment.

C. During installation, dust and minor debris can fall into drawers/cabinets so clients are highly recommended to cover or remove items from the drawer or remove the drawers itself – but this is not required. FCMG is not responsible for cleaning all dust & minor debris as it is an unpreventable normal factor of the industry process.

D. During installation, surrounding objects (walls, cabinets, tiles/backsplashes, panels, etc.) may get slightly damaged which is unavoidable in most cases. FCMG will use every caution not to cause any damage to other objects but cannot be liable in the event this does occur. 

5) Special-Order Materials:

A. Jobs with special-order materials are sold for specific work-orders based on measurements or a layout.

B. FCMG can only 100% know that a job will fit/work within the certain amount of material ordered once a template has been made and has been laid-out on the accepted material at the FCMG fabrication shop. This is due to the color, pattern and movement of veining within the stone vs. the countertop layout. Should more material be required to complete the work-order/job the price will need to be adjusted/updated in the invoice.

C. Jobs using special-order materials are sold per square-foot unless specified otherwise in the estimate.

D. Left-over/waste material from special-order jobs are property of FCMG.

E. Added work-orders to previously sold/agreed jobs will result in the purchase of additional material(s) if approved by the FCMG salesperson.

F. All special-order pricing is valid for only 30 days from the date of receiving the estimate.

G. Material on-hold at a vendor is subject to vendor hold-time allowance (typically 5 days).

H. Special-order pricing validation extensions can be approved in writing by an FCMG salesperson.

I. FCMG highly recommends approving special-order materials in-person prior to ordering.

J. A 50% deposit of the estimate is required to special-order materials.

K. FCMG holds the right to refuse/reject any material that is not of good quality and/or structurally secure for the job.

6) Deposit:

A. A 50% deposit is due prior to tagging in-stock materials as sold, special-ordering materials, templating and/or fabricating unless specified within a FCMG commercial account contract terms or approval authorized by an FCMG salesperson.

B. Deposits can be paid in check or credit card.

C. Deposits are only refundable if any materials have not been ordered, a template trip has not been made, a completed template has not been made or any in-stock materials have not been cut/fabricated (excluding the credit card refund fee).

D. A deposit on a job estimate does not secure the final balance. The invoice will be adjusted/updated after template drawing calculations have been done.

7) Balance:

A. The remaining job balance will be reflected upon template drawing calculations. This includes material square-footage, edging, sinks and cut-out charges.

B. The remaining balance is to be paid on the day of product installation/delivery via the options listed below unless specified within a FCMG commercial account contract terms or approval authorized by an FCMG salesperson:

  1. Current-dated check of installation date given prior to installation or to the crew at the job-site at the time of installation.

  2. Pre-authorization given via email to the FCMG salesperson to charge the same card used for the deposit on the morning/date of installation.

8) Additional Fees That May Apply

A. Trip Charge: $150.00 within a 50 mile radius of the FCMG Franklin location. $250.00 within the 50-100 mile radius. 100+ miles to be determined upon estimate agreement. Island trips will include Ferry Fees.

B. Any scheduled activity/trip that results to be unsuccessful due to client error in which requires FCMG to make an additional trip will result in a trip charge.

C. Materials returned to vendors due to client decision/fault/error will result in a 15-25% re-stock fee to be added to the invoice/charged to the client (percentage dependent upon vendor charge).

D. Bounced check fee = $35.00

E. Credit card refund fee = 3% of transaction amount refunded. The fee amount will be deducted from the amount to be refunded.

F. Cancelling a job after templating will result in a $5.00 per square-foot or a trip charge – whichever is greater.

9) Production:

A. FCMG requires written confirmation in-order for any job to be entered into production. Clients will be asked to reply to the final or most-updated invoice to confirm for production. Clients may request a copy of the template drawing along with said invoice.

B. Client preference of seam location(s) shall be taken into consideration but finalization of locations will be determined by FCMG. Client will be notified if any location change is to be made.

C. Should the client go against any FCMG recommendation regarding material, production or service – written confirmation of acknowledgement will be required.

10) Service Calls/Repairs:

A. FCMG can provide an estimated cost for service calls/repairs but may require altering the cost should the job actually be more/less severe than anticipated/estimated.

B. FCMG cannot be held responsible for the integrity of the stone for repairs done to a job that was not originally fabricated/installed by FCMG.

C. FCMG holds the right to refuse doing a repair on any job for any structural, safety and/or precautionary reason(s). FCMG will provide written explanation as to why the repair was not completed.

D. FCMG cannot guarantee that repairs done to natural and/or engineered stone will be 100% unnoticeable.

11) Service & Products Warranty:

A. Clients are to inspect any & all products installed by FCMG and sign for job completion approval on the FCMG Installation Checklist. Prior to signing the checklist the client is responsible for reviewing and checking the product for any imperfections, defects or incorrect installation practices.

B. In the event that the client was not present during installation, a follow-up email will be sent out requesting job completion approval. Clients are required to reply within 24 hours unless otherwise authorized by an FCMG salesperson.

C. FCMG recommends sealing natural stone products every 6 months to 1 year.

D. FCMG shall hold responsibility for the integrity of the product for 6 months from the date of installation unless compromised by client or other such as, but not limited to:

  1. Material supplied by client.

  2. House settling causing opening of seams and/or cracking.

  3. Removing or moving the installed product.

  4. Using restricted cleaning products and/or chemicals that would damage the product.

  5. Staining due to food/drink items left on stone.

  6. Exposure to extreme heat (quartz).

  7. Caulking being removed by client error.

  8. Dropping heavy objects onto the stone thus causing damage.

  9. Chipping the stone due to impact.

  10. Standing on or misuse of the stone.

  11. Excess weight in the sink causing sagging.

E. FCMG shall be responsible for providing clients with warranty information for engineered/manufactured products.

F. Registration of any applicable engineered products warranty shall be the responsibility of the client.

G. Engineered/Manufactured products with defect(s) shall be subject to the manufacturer’s warranty.