I'm developing a website for a client of mine. A man who is doing on-site automotive work (e.g. the side of a road). He also does work in peoples driveways.
He recently got some calls from people out of state requesting car help, because he didn't want to miss an opportunity for more work and spreading the word about his business, he went ahead and went to the out of state house to work on their car.
He has decided to start charging people a little bit extra (relatively) for people at certain distances away from his home (work center point). I'm developing the site for him, so he wants me to include this information on the site.
I'm creating (using the Google Maps API) a map that will display his work location, and 'zones'. If your in 'x' zone you pay 'x' amount for his travel time. People living within 'x' miles wouldn't pay for travel costs. All of the distances and prices would be listed on the site.
After talking with some others about this idea (after getting approval from my client), I got some negative feedback towards the idea. I was told I shouldn't include information about the travel charges.
Their Point of View
If I was looking for car care, I wouldn't be happy if I found out that I have another $45 charge because I live one street out of the bounds (i.e. out of the 'free' zone). I would already be set slightly demotivated towards using his services. If I called and was told while on the phone, however, I would like it more because I wouldn't know that others had it cheaper and, therefor wouldn't think much of the extra travel charges.
My Point of View
When I'm price comparing, I want to know any charges up front that could apply to my situation (shipping, reoccurring charges, etc.). In this case, I want the people searching for car repair to know that a travel charge may apply to them if they live a certain distance away from the owner. Surprising a customer with unexplained costs over the phone doesn't sound ethical. I feel that it could make the business almost look 'shady' or 'unethical'.
So, is it better to explain all of the details before hand, or keep the details to prevent negative feelings?
If you have your own opinion, feel free to state it!