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Term,What does the $99 cover? Is that just to show up or does that include diagnosis? If they have to come back to finish the work are they charged the fee again?
I think I posted on this before, but when my pump went the plumber kept hitting me with a gas fee..each time he came back to "finish" the job. So several trips, several$$$$ I wrote and told him it would be to his advantage, at least from a customer's standpoint to just incorporate those fees in the bill, don't line item it...Service people have to travel TO the customer, so that is a part of doing business. Otherwise there would be no business. I can't bring my well and pump to them to work on. So in that light, getting to the job is just a function of doing business. I wish my husband could hit his boss up for the extra cash it is costing him to drive to work each day...and I am waiting for the grocery store to send me a gas coupon for driving there to do business..So I say if you need to charge it, just incorporate it in the general bill. The plumber that fixed my well made enough in gas money to go to disney world!!
I agree with Boni...upcharges because life has gotten more expensive . That is the cost of doing business and if you need to raise your rates, raise them, but don't insult me by saying you are charging more 'cause gas is more expensive. I have to say that auto repair places that tack on a $10 fee for extras such as shop towels, etc., are crazy...how insulting to pay $300 or whatever and then have an added $10. Put it in the price for the work done.
I have to agree with Boni and Cyn. I do have sympathy for you dealers out there with escalating cost of fuel, insurance and maintenance but the "term" trip charge does not leave a warm and fuzzy feeling. My advise, for what its worth would be to bury it in the invoiced price. Maybe raising your hourly rate by $5 may offset it. I would never pay a "trip charge" to any dealer or service provider if the trip was for a warranty issue.Like I said it just doesn't leave the customer with a good feeling
Tazman, I understand your point and I do not want to leave any business person on the hook for my stupidity but, the customer in your example is a 1 in 100. I would imagine that 99% of the time your service calls are justified by a legitimate repair or warranty claim for which you and your company are paid. If you guys came out to my house and determined that my complaint was due to dirty or damaged filters then yes I agree some compensation for your time is due. If my complaint was a legitimate warranty claim then I don't believe I should be charged for you to come to my house its not like I can bring the tub to you.What I am saying is that dealers should not use the term "trip charge" call it a minimum charge or bury it in your invoice or raise your labor rate. Trip charge is not a customer friendly term.