Yes its called "ghost time". Basically if your productivity rate for a 30 day period exceeds 100%, then they are overbilling and your customers are getting screwed! I worked for one independant dealership in So.Cal and their CFO and the service manager both stated that we as techs have NO SAY in whats attached to our work orders!! I started **** customers off because I would give them an honest verbal qoute on my part and then the company would turn around and stick it to them!! It got to the point where I started pricing out my own invoices. That got me in big trouble. If you cant look a customer in the eye and tell him what its going to cost, why bother trying to improve customer satisfaction. There is one big independant dealership here in So. Cal. that got sued for billing in this manner, not by the customer but a former employee who's trip sheets did not match his check stubs!!! Hmmm, go figure. Or how about taking your lunch at 70 miles an hour behind thew wheel of a service truck? And then they would count your thirty minutes against you, but at the same time bill the customer for an hour of "travel time". Give me a break! If you as an individual fail to stand up for your customer, then you can bet the farm anyone internal wont for dang sure. "That repair cost me what!!!!!!