Hobart

[redacted]   Dear [redacted]   I am writing in response to the letter you...

forwarded us from Mr. [redacted] of the [redacted]   We apologize for the confusion about our billing and travel charges.  It is standard practice that our labor rates and travel charges are communicated at the time a service call is placed.  We charge an hourly rate to our customers, charged in 15-minute increments, plus associated costs for any required replacement parts.  Our travel charges are a flat fee based upon mileage from the branch to the location.  Pricing for time and material service is standard for all customers, and all new customers who do not have an active open account are required to provide payment prior to service.  As a nationwide service provider, our rates and travel charges are commensurate with other national service providers.   We are happy to provide a free travel charge to the customer on his next service call as a reimbursement for this confusion.   Sincerely, [redacted]