yep, doesn't make sense, because the labour cost would be higher the more incompetent and slower the worker is. i think they should agree upfront the std rates for certain jobs, such as changing water pump, based on expected hours (just like std costing). they'll have to then explain any variances to their bosses. but unfortunately, i don't think there is any incentive for them to implement this, as most of their customers are willing payers and won't even bat an eyelid, no matter how much they're charged...