No Call Out Fee/Charge

[kintangoman]

I am yet to understand why it is that because you tell customers that you operate a No Call Out Fee service, they expect you to attend their property, take off the boiler cover, diagnose a fault, then be told they will think about it and get back in touch with you?
They refuse to pay anything as YOU HAVEN'T REPAIRED the boiler and YOU SAID NO CALL OUT FEE?

The minute I take my hands out of my pocket and start checking exp vessel charge, PRV discharge, removing boiler case, etc. I believe I am 'working'. If customer decided they're not ready to proceed but will call me later, why should I not get paid?
What stops them calling the next chap and telling them exactly what the fault is (from my diagnosis) and paying them instead?
How can that be right?

[Wes]

You're right but from a wording point of view 'no call out fee' does sound like there will be no charge...it is actually a miss leading phrase to most clients...The wordings just not clear enough IMO.

Perhaps a 'diognostic charge may apply' type disclaimer would be a better option and that would filter out problems.

[guitardedleon]

pretty much what Wes said,


In my opinion, the majority of people would think the "no call out fee"

as meaning you turn up, diagnose the problem & quote accordingly ( that process all being part of the call out )
once quote accepted, they begin paying you.

as most trades operate in a similar way.. I guess most customers would find that the norm.

you could start charging a diagnostics fee but I can imagine that will put a fair amount of people off..

[joinerjohn]

+1 for Wes. It's a catch 22 situation really. My ex wife called AAAAAAArdvark Plumbing (not a real name) out to the boiler we had, assuming there was no call out fee.(as stated on their Yellow Pages advert ) A spotty youth turned up, took the cover off the boiler, scratched his head for 2 minutes before "phoning" someone . After 1/4 hr on the phone he replaced the cover, told her it was the diverter valve and said "Tell your husband to replace it." .... Then charged her £50 + vat for the 20 minutes he'd been in our house. I still can't believe she actually paid this.
(turned out it could never have been the diverter valve either)

[Someone-Else]

I agree with Wes. I do see what you are saying, but the no call out fee bit assumes you will be fixing the job in question.
Perhaps you should change the ad to something like "No call out fee, not counting diagnosis only calls."

[kintangoman]

OK, I know of gas fellas who have attended a property to quote for a boier replacement and charged for turning up to quote

In as much as I sympathise with Joiner, and accept that the chap should not have been paid, I see no reason why I should diagnose a problem and then be told ''we are not ready yet. we will get in touch when we are ready''.
Half the time, they do not get back in touch?

When I turn up and diagnose a fault, the diagnosis is with the view that I will be given the opportunity to proceed with the repairs.
Yesterday, I got a call.
''We have just moved into a new property and the heating is not working as expected. Downstairs seem ok but upstairs rads not quite ok We suspect the radiators may just need bleeding, how much will you charge for that?''
I told them it will be difficult to give them a figure as it may be anything. It will be unfair to give a figure, then when I attend I come up with a different amount? You will start reminding me of what was said over the phone. I operate a No Call Out Charge, so if I don't do any work, you do not pay anything.
I got there to find that I had to bleed all of the rads upstairs. Pressure guage was low. After topping up and bleeding some more, pressure quickly decreased. I asked for access to PRV discharge point and pointed out to them that that is where most of the water was being lost.

''Can you show us exactly how we need to recharge the system,'' I used my screwdriver and showed them how to turn on and off the valves. They insisted that I watch them do it and confirm if it had been done properly. So I did.

We have only just moved in and are not sure of many things, he said. Can you let me know what this valve under the sink is? I said for washing machine.
Are you sure? Why is it only one valve and not two? Our old house had two valves?

They kept me there for at least 45 minutes but said they will call me when they are ready. WHAT???? When they call, I'll tell them to get somebody else to attend.

[joinerjohn]

Aw come on Kintango. If they do call back and want the job doing, you'd be a fool to turn work down. With that attitude, you'll not go far. When they ring back, give them a time and date when you will attend. When you attend, smile politely and do a good job. Next time their talking with friends and one happens to mention that their boiler is playing up, these people will probably recommend you.

[kintangoman]

What a palava, joiner.

Most of the time, you can always tell when they will not be calling back. Young, 33-38 year olds with tool boxes lying about, the 'partner' constantly saying to me: ''So you reckon all we have to do is have this valve changed and check the pressure in the vessel as you say when you checked it no water came out, correct?'' 'Can you show me the exact position of the valve'?

The kid that attended your property, if he choosed not to carry out the repairs, then he should not have been paid. In my case, they decided not to proceed with the repairs

[Colour Republic]

You're obviously not clear on your terms. If you say 'no call out fee' but then want to be paid for diagnosing a fault what were you going to do otherwise? Just turn up a stare at the boiler and go yeah it's not working then leave? Most people won't want to pay for work unless you can tell them what the problem is and how much to fix it. Pretty much all trades turn up and quote for works FOC, it's no different from say a damp proof company looking for the cause and then saying there's your problem, x amount to fix madam/sir

Maybe you need to say there is no call out fee to diagnose problems if they can be found in say 20 mins, if extensive diagnosing is required then your charge is x amount per hour to do so.

If you expect to be paid for your time from the minute you turn up then don't advertise 'no call out fee'

[kintangoman]

Good point colour republic. I think I need to address the way it is conveyed.
There are times you can just look at a boiler and tell what is wrong with it. In such a situation, I do lot expect to be paid OFCOURSE.
But if you ask me how much I'll charge you for a job I haven't seen, how am I expected to know? 90% of the time, customers will not give you the 'true' picture.
If I have to come and take off the bath panel, check what is causing the leak downstairs, identify it, inform you, only to be told to replace the panel as you're not ready to carry out the repairs yet? Why should I not be compensated for the time and effort put into identifying the problem?

[elecengineer]

Why not do either 'no call out fee, first hour £xx' or 'call out and diagnosis £xx'

[scot-canuck]

I do flat rate call out fee (nothing major but enough to cover the diesel) for anything that requires disassembly, will quote for free but only visually, minute tools are out...its on the clock.
I also on the whole supply estimates and make it clear in the terms and conditions, that ANY works outwith those included in the estimate are charged per hour, unless a figure has been agreed in advance and make it clear that clearing rooms etc is chargeable (different if its someone with a disability, however if I can't safely move it on my own, then I inform the customer of that)
If the estimate covers finding and resolving an unknown fault (and potentially a PITA to find fault) then I make it clear that the bill will depend on the exact nature of the fault found and this is the charge for the diagnosis and locating the fault.
Customers don't seem to mind, I'm straight up with them and more than willing to discuss matters with them.