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You’ve probably come across ads boasting “No Call Out Fee.” At first, it sounds perfect: if you don’t want to go ahead with a repair, you haven’t lost a penny. But have you ever wondered how these businesses cover their own costs? The short answer is that someone has to pay. Here’s a closer look at what can happen when companies rely on “no call out fee” promises—especially when it comes to more challenging faults.

Paying for Everyone Else’s “Freebie”

Even if a call out fee is waived, the engineer’s time and wages still need to be covered. When a business absorbs that initial cost, they need to balance the books by rolling it into other charges, and that's bad news for those who do commit to a repair. In other words, if you decide to move forward, you're paying not just for your own job, but indirectly for the customers who chose not to fix their appliance as well.

A common tactic some of the worst companies use is to avoid quoting prices in advance—sometimes adjusting them based on how “expensive” a home looks, or what car you have sitting outside. This lack of transparency can lead to higher costs for you and more profit for the company.

Why Thorough Diagnostics Matter

Complex or lengthy repairs are less appealing to “no call out fee” companies, because they risk spending hours without being guaranteed any payment. This sometimes leads to quick, over-the-phone dismissals, like “It’s not worth repairing” or “Parts will be too expensive,” when in reality, a modest effort could get your appliance running again. Customers regularly come to us after being told their appliance is beyond saving, only to discover it needed a straightforward tweak—often without even requiring a spare part.

Pushing New Appliances Over Proper Repairs

Another possible catch is that some “free call out” companies also sell new appliances—and pushing a replacement can yield a higher profit for less work. It’s not uncommon for their vans to be stocked with brand-new appliances, making it easy to swap out your machine on the spot. While that might sound convenient, it may not always be necessary or cost-effective, especially if your existing appliance just needs a simple fix.

We’ve seen instances where customers were told “bearings have failed” without the technician even visiting and there's been something stuck in the tub, or “the drum has collapsed” when it was really just a matter of a loose bolt or worn suspension that could be fixed in minutes. Instead of being encouraged to keep your perfectly repairable appliance, and helping the planet in the process, you’re pushed toward a brand-new purchase when it's not always necessary.

Lothian Domestics: Repair-Focused, Honest, and Unbiased

At Lothian Domestics Ltd, we do things differently. Here’s our approach:

We are fully transparent about our pricing. Infact, we're so sure of our pricing, we decided to list it all on our website. We have nothing to hide.

We charge a fixed labour cost, ensuring you know what to expect if the issue is resolved. If it's not repairable, or it needs parts and you choose not to proceed, then you only pay a discounted diagnosis charge to cover the engineer's time instead.

We take the time to actually carry out a repair, regardless of it's a 5 minute quick fix, or if it takes a few hours.

Because we don’t sell new appliances, you can trust that we'll only recommend a new appliance when it's actually needed.

Why not get a quote today, and find out why we are so highly rated by our customers?