Callout Charges - Does the customer need to be informed

[DariusCool]

Hello,

I work for a company who charge a Call Out charge. A customer has queried a bill and is suggesting that they should have been informed of this charge prior to booking a call (Apparently after advice from Trading Standards)
I have always been under the impression if you request the services of a company you have agreed to their terms and conditions and it is up to you to ask the appropriate questions?
Many thanks

 

[MASSEY]

Nah, it's unfair. They don't have to pay because you never told them. Trading standards are all about being open with the customer, if you withhold information that would have made the customer act differently then it's bad practice.

 

[S Isaac]

100% agree, if you're going to charge them a call out fee, they need to know.

How would you feel buying a car and then being told that you need to pay an extra £1k drive off the forecourt fee (once you've paid already and are sat in it waiting to drive away)?

 

[PDW Electrical Services]

i always tell a customer the expected costs upfront so at least theres no surprise or protest when its payment time

If nothing else its just making your life easier

 

[Paul_Rosser]

As above you can't expect a customer to agree to your terms and conditions if they haven't been advised about them.

Write it off and next time make sure you tell customers in advance about call out charges.

 

[InternetMarketingPlatinum]

They need to know but it's not unreasonable to assume that they know that callouts won't be free unless they are already paying a monthly retainer fee. It's all about the contract and t's and c's.

 

[Karllacey]

Absolutely, better to be transparent because at the end of the day - if the customer is not happy with you - they will tell 10 people, do the right thing they will tell 1.

 

[InternetMarketingPlatinum]

Yes transparency is always part of good practice but it isn't unreasonable to expect call outs to be chargeable.

 

[Tom Smart]

We charge a "Call out". Generally we have to in our industry. Just don't call it a "Call Out". We inform the customer that the appointment is a minimum one hour booking and give them the price for that. Works much better, I think people don't like the call out term as it can be associated with large amounts of money for no work, but yes should be agreed prior to your arrival.

 

[PD Services]

Unless you are calling out a charity then you should expect to have to pay for something in my opinion. UNLESS it is stated there is "no call out fee"