John,
As some have said, it seems possible that the plugs were stuck pretty firmly
into the head. However, #80 seems extortionate as a surplus charge for
getting them out. I don't know what labour rate her garage charges, but
that should buy about 2 hours of a mechanics time, and it surely can't have
taken THAT long!
More to the point, if they agreed to a price beforehand (this was a fixed
price deal, right?), they have no right to go changing it now. They haven't
done anything that was outside the original scope of work; the fact that one
job that was always part of the original scope turned out to be a lot harder
than expected is really their problem, not your friends. They agreed to
replace the plugs for a certain price, they should do it for that price.
Richard
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