Chris did an excellent job and was a pleasure to work with. He came out for an initial visit. His normal charge for this is £120 for the first hour, then £50ph ongoing. As he was only here for a short while (say 15min) he said he wouldn't need to charge for the full first hour. When he came to do the work he was here for 1h45m. I rounded both up, initial to 30m and work to 2h (inc. 30min at the high £120ph rate). This comes to £195 but was charged £220. He refused a £25 reduction.
Response from Malins Heating
If anyone needs it, I offer an emergency out of hours service for £120. In-hours callouts are £70 and additional hours at £50. Sometimes, I even discount a quote like the -£88 on this job. You just can't please everyone - all the time (even when you try)!