Question 1 - 3 refer to following conversation: M-Cn: Thanks for calling Riverside Auto Repair. How can I help you? W-Br: Hi. I got my car repaired last week and used your shuttle service to get a ride back to my office. Can you tell me why there's a service charge on my invoice for using the shuttle? I've never had to pay that before. M-Cn: Yes, unfortunately the cost of auto fuel has risen quite a bit, so the company now requires us to charge for the shuttle. W-Br: Well, I wasn't expecting ...

M-Cn: Thanks for calling Riverside Auto Repair. How can I help you?

W-Br: Hi. I got my car repaired last week and used your shuttle service to get a ride back to my office. Can you tell me why there's a service charge on my invoice for using the shuttle? I've never had to pay that before.

M-Cn: Yes, unfortunately the cost of auto fuel has risen quite a bit, so the company now requires us to charge for the shuttle.

W-Br: Well, I wasn't expecting that.

M-Cn: I'm sorry we didn't inform you of this ahead of time. I'll waive the fee now, but please be aware that you'll have to pay for rides in the future.