I wonder if you would consider reducing the bill I recently received for repair work that Tom, one of your men, performed last week. I did not realize that he would charge me for the time he spent going to Home Depot to get the parts he needed because the charge did not appear on the itemized estimate along with the other charges for his time. If I’d known this, I probably wouldn’t have chosen your company to do the work.

Rewrite the direct claim message. You may make up the details accordingly.