Call Out fees

MichaelH10

I recently had a issue with our electric gates, they opened but wouldn't close. After changing batteries a few times I called a local gate company that asked if there was a magic eye and antennae that was being obstructed. There was no magic eye so they said they could come out and have a look. They came out a couple of days later and fixed it within 5 minutes as they was shrubbery obstructing the sensor which was on the inside of the gates when the gates were open. At this point they said there was a call out fee of £80 (£96 including VAT). My questions is should I be expected to pay as they never mentioned a call out fee? Secondly is £80 a fair price to pay for a call out seeing as they were they only 10 minutes.


Cheers for the help and suggestions in advance.

Risteard

MichaelH10 wrote: »

seeing as they were they only 10 minutes.

How quickly they finished is immaterial when it comes to a callout fee - the fee is for the callout not for them sitting there all day.

MichaelH10

I agree but should you be expected to pay a call out fee if they didn't mention it on the phone when you were talking about the issue.

Furts

Did you clearly discuss and agree what the costs would be for the job? Have you sought the company T&C to see what their charging policy is? What was the total price of the job?

But on a separate issue, the company tipped you off on a likely cause, so deserve full marks for this. The fact that you did not follow up on this advice has become your financial loss. To then question the charge raised as a result of this inaction makes me shake my head a little in disbelief.

maisie_cat

They gave you free advice & drove to you in a vehicle they have paid for. The technician probably costs £70 an hour to employ so I would say £80 is a reasonable call out.
You don't ssy how far they had to travel round trip but I'd bet not much change from an hour.
I would recommend taking out a repair & maintenance contract

MichaelH10

Costs were not discusses. Either on the phone when we talked about the issue or when they first arrived. It was only after they had move a branch that I asked if there was a cost and they said it was just their call out fee. They had said they were in the area so would be able to call in which made it sound like they would be able to assess the issue then quote for a repair.


In reference to them typing me off to the likely cause and me not following up on this I would have to disagree. They did suggest a reason for the problem but that was not accurate so no matter what I did from their advice would not have fixed the issue.


There seems to be agreement that even if a contractor doesn't mention there is a call out fee there is still an expectation to pay if someone comes out, so I will pay it I was just interested to see what people views were.

comeandgo

I would always expect a call out fee and ask in advance how much it is. Now I suspect so will you.

scd3scd4

Call out fee or not. You got a bill to fix a fault for £96. Does not sound that bad to me. Not cheap but hardly a candidate for Watchdog.

It was a simple fix, however it was not that simple that you could do it.


How much do you want to pay?.....how about I tell you there is no call out fee but the cost to fix it is... £96....feel better now?


In reference to them typing me off to the likely cause and me not following up on this I would have to disagree. They did suggest a reason for the problem but that was not accurate so no matter what I did from their advice would not have fixed the issue.


That's not the point. The point is they tried to help you for free. There was nothing in it for then to help you was there?


Costs were not discusses. Either on the phone when we talked about the issue or when they first arrived.

That's your fault.

teneighty

Somewhere in the dark recesses of my memory banks I seem to recall a call out charge must be notified in advance for it to be legally enforceable.

I did a quick Google to see if I could find anything concrete to back that up but all I found was this....https://forums.moneysavingexpert.com/discussion/comment/68747710#Comment_68747710 #10 quotes some legislation but I have no idea if it is correct.

However, I tend to agree with the other posters here, £80 whilst seeming high for a 10 minute job is not too outrageous for a call out. I think I would go back to the contractor and just ask them why they didn't mention the call out charge during the initial phone call but I would be prepared to pay it.

scd3scd4

teneighty wrote: »

Somewhere in the dark recesses of my memory banks I seem to recall a call out charge must be notified in advance for it to be legally enforceable.

I did a quick Google to see if I could find anything concrete to back that up but all I found was this....https://forums.moneysavingexpert.com/discussion/comment/68747710#Comment_68747710 #10 quotes some legislation but I have no idea if it is correct.

However, I tend to agree with the other posters here, £80 whilst seeming high for a 10 minute job is not too outrageous for a call out. I think I would go back to the contractor and just ask them why they didn't mention the call out charge during the initial phone call but I would be prepared to pay it.

The call out charge could also be their minimum charge. Hence why the contractor explained it like that.

somethingcorporate

A few years ago we couldn't get any hot water.

Called out a plumber who spotted our hoover had fallen over in the cupboard and turned the thermostat on the water tank down to zero. 2 minutes, £80.

You live and learn!