0:00:04 > 0:00:08Cowboy builders are ruining people's lives across the country.
0:00:08 > 0:00:13Shoddy workmanship, missed deadlines and what can only be described as daylight robbery.
0:00:13 > 0:00:16Every time she talks about it it gets to her
0:00:16 > 0:00:19because it was money I'd saved for me daughter getting married.
0:00:19 > 0:00:22And it seems to me that they just keep getting away with it.
0:00:22 > 0:00:26Bang, bang, bang, bang, as all the bolts were shooting out of the wall.
0:00:26 > 0:00:30Our team of experts are on hand to right the wrongs and offer
0:00:30 > 0:00:34a glimmer of hope to those that have been tricked by these conmen.
0:00:34 > 0:00:36I can't believe it, can you?
0:00:36 > 0:00:40With my top tips and insider advice, it's my mission
0:00:40 > 0:00:44to help prevent you from falling into the cowboy trap.
0:00:53 > 0:00:57Today, we'll be visiting the small village of Lumsden in Aberdeenshire,
0:00:57 > 0:01:01where retired couple Beverley and Gordon Cameron
0:01:01 > 0:01:03had high hopes for some contemporary canopies.
0:01:03 > 0:01:04I'd hoped for two canopies,
0:01:04 > 0:01:07one to go on the side of the house
0:01:07 > 0:01:10so I could work on the car if I wanted to in the bad weather,
0:01:10 > 0:01:13and the other one at the rear of the house
0:01:13 > 0:01:16just to give us a bit more shelter at the back.
0:01:16 > 0:01:19But the Cameron's retirement dreams fell apart
0:01:19 > 0:01:21when they hired a bodging builder.
0:01:21 > 0:01:23It was lovely when it was done.
0:01:23 > 0:01:28But it was a terrible shock when it collapsed.
0:01:28 > 0:01:31It was just unbelievable.
0:01:31 > 0:01:35And later, we're in Newcastle, where Carole and George Young planned
0:01:35 > 0:01:37a kitchen and bathroom extension
0:01:37 > 0:01:40to help them meet the demands of being foster parents.
0:01:40 > 0:01:45We thought an extension or an extra toilet on the back
0:01:45 > 0:01:48would be ideal for us, especially if we had younger children
0:01:48 > 0:01:50who are in and out all the time.
0:01:50 > 0:01:55But they ended up with a cowboy who didn't give a hoot about this caring couple.
0:01:55 > 0:01:56We had a big hole there.
0:01:56 > 0:01:58And, I mean, it was cold.
0:01:58 > 0:02:00You had no windows in. And no insulation.
0:02:00 > 0:02:03And just thinking, "Well, you know, what do we do?"
0:02:05 > 0:02:07First up, we're in the idyllic village
0:02:07 > 0:02:11of Lumsden, in Aberdeenshire, where a couple's dreams
0:02:11 > 0:02:16of a peaceful, carefree retirement, were left shattered by a cowboy builder
0:02:16 > 0:02:20who took their money and left them with a canopy calamity.
0:02:20 > 0:02:23Beverley and Gordon Cameron have lived in the same home
0:02:23 > 0:02:26for the past 30 years. They love it.
0:02:26 > 0:02:29And once their three children had grown up, they decided to carry out
0:02:29 > 0:02:33some improvements to enjoy their retirement to the full.
0:02:33 > 0:02:35Gordon's always fancied canopies at the side of
0:02:35 > 0:02:40the house, in particular to put the car under when he's working.
0:02:40 > 0:02:43I particularly wanted one at the back of the house
0:02:43 > 0:02:45because I thought it would be nice, you know,
0:02:45 > 0:02:48stepping straight out of the French windows under cover
0:02:48 > 0:02:51and having somewhere to sit in the summertime.
0:02:51 > 0:02:55The Camerons were keen to get their undercover haven underway
0:02:55 > 0:02:59and began to search for the right man for the job.
0:02:59 > 0:03:02We found there was a company, a large company,
0:03:02 > 0:03:06down in Lancashire that did these particular canopies,
0:03:06 > 0:03:11so we got in touch with those and then they put us in touch
0:03:11 > 0:03:15with their local dealer who lived nearer to us.
0:03:15 > 0:03:21This gentleman who we'd been referred to came to see us
0:03:21 > 0:03:23and we told him what we wanted.
0:03:23 > 0:03:28He inspected the walls and everything. Took all the information.
0:03:28 > 0:03:30Because we live up in Scotland,
0:03:30 > 0:03:35we queried about the weather because we do get more snow and,
0:03:35 > 0:03:37"No, no, no bother at all," he said,
0:03:37 > 0:03:42"I've installed canopies in far colder, worse places than this."
0:03:42 > 0:03:46So we just thought this would be really nice to have,
0:03:46 > 0:03:52so delved into, you know... You've saved your money, so let's go for it.
0:03:52 > 0:03:55The Camerons were disappointed the canopy company
0:03:55 > 0:03:58couldn't fit as far north as Aberdeenshire.
0:03:58 > 0:04:00So they hired a local builder to fit them
0:04:00 > 0:04:04and in no time at all, the smart new canopies were up.
0:04:04 > 0:04:07Three months later, they fell down,
0:04:07 > 0:04:10narrowly missing one of us.
0:04:10 > 0:04:12And luckily, my son had gone to work
0:04:12 > 0:04:16otherwise his car would have been smashed by the other one.
0:04:16 > 0:04:21The builder should count himself lucky no-one was seriously hurt.
0:04:21 > 0:04:24He did come back to fix the collapsed canopy and repair the wall,
0:04:24 > 0:04:29but the Camerons were very unhappy with the repairs carried out.
0:04:29 > 0:04:32When we looked at the rear wall,
0:04:32 > 0:04:34oh, it was disgusting.
0:04:34 > 0:04:37To call that repair work.
0:04:37 > 0:04:39It wasn't even flush.
0:04:39 > 0:04:43He'd made a mess of doing the repair, completely.
0:04:43 > 0:04:45The water doesn't drain away at all
0:04:45 > 0:04:48because of the way they install the guttering.
0:04:48 > 0:04:52We had to pay a deposit of 3, 800 something on the day
0:04:52 > 0:04:57that we agreed for the contract to go ahead.
0:04:57 > 0:05:01We had to pay the final amount the actual day the job was finished.
0:05:01 > 0:05:05The final bill from their retirement savings was...
0:05:07 > 0:05:10but two years later, the Camerons are still counting the cost
0:05:10 > 0:05:15of the bodged installation which damaged their home and their finances.
0:05:15 > 0:05:17That was damaged at the back of there.
0:05:17 > 0:05:20The guttering, they've just filled that up with sealant
0:05:20 > 0:05:23and also that bracket is fitted incorrectly.
0:05:23 > 0:05:25It should be round the other way.
0:05:25 > 0:05:28There's a left hand and a right hand and they put the wrong hand up.
0:05:28 > 0:05:33The guttering there doesn't drain properly because of the way they fitted it.
0:05:33 > 0:05:35That was how they left it when they came back
0:05:35 > 0:05:39and reinstalled the canopy after it had collapsed.
0:05:39 > 0:05:41Wow. I wouldn't have wanted to be
0:05:41 > 0:05:44anywhere near that canopy when it came crashing down.
0:05:44 > 0:05:47Things are just as bad round the back.
0:05:47 > 0:05:52This is the rear canopy that collapsed with the weight of the snow.
0:05:52 > 0:05:56And it pulled the stonework from the corner there,
0:05:56 > 0:05:58pulled that out completely.
0:05:58 > 0:06:02I managed to put a door underneath it to keep it upright.
0:06:02 > 0:06:06It pulled the lintel out and twisted it.
0:06:08 > 0:06:12And it also pulled out and moved the other bracket
0:06:12 > 0:06:13on to the guttering over there.
0:06:13 > 0:06:16After that happened, they came back
0:06:16 > 0:06:22and made a patchwork repair of the lintel which was a mess.
0:06:22 > 0:06:27I then had to fork out another £1,300 to get
0:06:27 > 0:06:31a new lintel fitted and repointed again.
0:06:31 > 0:06:35The Camerons' dream has brought nothing but heartache,
0:06:35 > 0:06:39but fortunately, this canny couple collected all the evidence
0:06:39 > 0:06:41as things went wrong. Here's my top tip.
0:06:41 > 0:06:45If you're not happy with the quality of your builder's work,
0:06:45 > 0:06:49or faults develop later, it's a good idea to take photographs.
0:06:49 > 0:06:52In the case of the Camerons collapsed canopy,
0:06:52 > 0:06:55their picture is worth a thousand words.
0:06:55 > 0:06:58If you do end up in court, evidence like a photo
0:06:58 > 0:07:01showing a canopy collapse under the weight of snow,
0:07:01 > 0:07:04can help make your case.
0:07:04 > 0:07:08It's time to find out exactly what's happened.
0:07:08 > 0:07:10The Camerons' canopies shouldn't have collapsed
0:07:10 > 0:07:12with the first fall of snow.
0:07:12 > 0:07:16These canopies should be able to withstand that sort of thing.
0:07:16 > 0:07:18They know the area you live in as well,
0:07:18 > 0:07:21so it should be able to withstand that and it didn't.
0:07:21 > 0:07:26Gordon did query at the time about the bolts that he used
0:07:26 > 0:07:29and he did ask him, "Why have you only used two bolts
0:07:29 > 0:07:33"when the facility's there for three bolts?"
0:07:33 > 0:07:35- Well spotted. - He said, "We only ever use two."
0:07:35 > 0:07:39- and I thought well, he's the expert, not me.- We only use two.
0:07:39 > 0:07:42Why do you think three holes are made into the actual material?
0:07:42 > 0:07:45For three bolts.
0:07:45 > 0:07:48He came back after the canopies collapsed
0:07:48 > 0:07:50and reinstalled the one canopy.
0:07:50 > 0:07:53And fitted legs to it which we didn't know he was going to fit.
0:07:53 > 0:07:55He fitted two legs to it.
0:07:55 > 0:07:59The rear canopy he couldn't install because they'd drilled
0:07:59 > 0:08:03into the lintel and it had twisted the lintel block, pulled it out.
0:08:03 > 0:08:05He did a repair on it which...
0:08:05 > 0:08:08- Was disgusting.- A kid of six could have done better.
0:08:08 > 0:08:11- It was a disgrace.- There was no money in it for him though.
0:08:11 > 0:08:13There was no money in it now.
0:08:13 > 0:08:16I watched him and he was picking up stones out of the garden
0:08:16 > 0:08:20and putting in to fill in because the wall had been damaged so much.
0:08:20 > 0:08:26You've been done over, two lovely people, what does that feel like?
0:08:26 > 0:08:29It's a terrible shock. Yeah.
0:08:29 > 0:08:34And stressful and angry.
0:08:34 > 0:08:37Very angry and frustrated.
0:08:37 > 0:08:40What could we do to help?
0:08:40 > 0:08:44What you could do to help really is to come and install the canopies
0:08:44 > 0:08:47as they should have been done in the first place.
0:08:47 > 0:08:50Help us get what we paid all that money for.
0:08:50 > 0:08:53I think it's high time we got the good guys in to clear up this mess
0:08:53 > 0:08:57and give Beverley and Gordon the retirement they've dreamed of.
0:09:07 > 0:09:11The good guys have got plenty to do here to complete this couple's dream.
0:09:11 > 0:09:14At the side, the canopy will have to be reinstalled
0:09:14 > 0:09:18so that Gordon can work on his car safely undercover
0:09:18 > 0:09:21confident the whole thing won't come down on his head.
0:09:21 > 0:09:24And we'll remove those unsightly legs.
0:09:24 > 0:09:27At the rear, we need to rehang and secure the canopy
0:09:27 > 0:09:31which Beverley hoped would shelter her from the elements.
0:09:31 > 0:09:34Coming up, the Camerons are in for a bit of a surprise when their
0:09:34 > 0:09:39builder answers the phone and makes them an offer they can't refuse.
0:09:39 > 0:09:43I'm getting the thumbs up and the nod.
0:09:43 > 0:09:48Next, I'm heading to Tyneside, watched over by the angel of the North.
0:09:48 > 0:09:51The Youngs live in Newcastle.
0:09:51 > 0:09:55They'd hoped their builder was heaven sent, but he took them to hell and back.
0:09:55 > 0:09:59Carole and George have lived in this happy home for 34 years.
0:09:59 > 0:10:02They raised their three children here and they decided
0:10:02 > 0:10:07they could give other kids a home, too, and became foster parents.
0:10:07 > 0:10:11To cope with the extra demands, they decided to extend the kitchen
0:10:11 > 0:10:14and add a new toilet and shower room downstairs.
0:10:14 > 0:10:19We had two children, the twins, Ryan and Rebecca were still at home then.
0:10:19 > 0:10:21We had two foster children here.
0:10:21 > 0:10:25So you had set times to get into the bathroom upstairs.
0:10:25 > 0:10:27What we decided was it would be nice
0:10:27 > 0:10:29to have a downstairs toilet and shower room.
0:10:29 > 0:10:33In the mornings, you know, we could have two showers going
0:10:33 > 0:10:35if needed or a shower and a bath going upstairs.
0:10:35 > 0:10:40We want a calm house, kind of thing, you know, because that's
0:10:40 > 0:10:43part of fostering, if you've got challenging behaviours
0:10:43 > 0:10:45or you've got a child with a problem.
0:10:45 > 0:10:48Things have got to be calm in the home, you know?
0:10:48 > 0:10:53The Youngs drew up plans to enlarge the kitchen and add a shower room
0:10:53 > 0:10:56and separate toilet, so the morning routine for all the children
0:10:56 > 0:10:59staying with them would run like clockwork.
0:10:59 > 0:11:01Time then to find a builder.
0:11:01 > 0:11:04Carole and George are really busy people,
0:11:04 > 0:11:08so they needed a builder who could start as soon as possible.
0:11:08 > 0:11:11So, they chose someone they thought they could trust.
0:11:11 > 0:11:15There's a couple of lads I work with, who I've worked with for some time,
0:11:15 > 0:11:21nice lads, and I happened to mention that we'd had our plans passed and we're looking for a builder.
0:11:21 > 0:11:25And one of the lads said, "My dad does quite a lot of work, good work.
0:11:25 > 0:11:29"He says would you want him to give you a price?"
0:11:29 > 0:11:31I says, "Yeah, that'd be fine, yeah."
0:11:31 > 0:11:35The first thing the builder did was to try and big up his part
0:11:35 > 0:11:38by offering to take on lots of extra jobs,
0:11:38 > 0:11:41as well as the brickwork the Youngs had in mind.
0:11:41 > 0:11:44At first, I said, "Can you just do the brickwork?"
0:11:44 > 0:11:48He says, "I'd rather give you a price for doing the whole extension,
0:11:48 > 0:11:53"because I have my own roofers who are excellent.
0:11:53 > 0:11:56"I have my own window fitter who's top quality.
0:11:56 > 0:12:00"These people are what I class as tried, tested, by me."
0:12:00 > 0:12:04And I thought, "If he uses them on all his jobs, we'll just go with that."
0:12:04 > 0:12:08Follow my top tips to stay out of trouble.
0:12:08 > 0:12:10If you're going to hire a general builder
0:12:10 > 0:12:12to take on your entire project,
0:12:12 > 0:12:17and pick his own contractors, then go and see their previous work.
0:12:17 > 0:12:20That way you can make sure you'll have the best people for your job,
0:12:20 > 0:12:23not just the builder's best mates.
0:12:25 > 0:12:28The Youngs' builder promised a brick extension,
0:12:28 > 0:12:31complete with roof, drainage, French doors and window,
0:12:31 > 0:12:35plaster boarded walls and a fully completed shower room.
0:12:35 > 0:12:37He made good progress with the brickwork,
0:12:37 > 0:12:43but then things slowed right down and the excuses came thick and fast.
0:12:43 > 0:12:45He couldn't contact the plasterer, the window making machine
0:12:45 > 0:12:51was broken, the fitter wasn't answering. You get the picture.
0:12:51 > 0:12:54Half the time we didn't know if he was coming or going.
0:12:54 > 0:12:57And it was a case of, "Are you coming today or are you not?"
0:12:57 > 0:13:02You know, "Well, I'm rained off today, I'm going to be on this other job."
0:13:02 > 0:13:05By this time, I was starting to think hang on here,
0:13:05 > 0:13:07I mean, there's people not turning up,
0:13:07 > 0:13:10so basically, what we had was a shell with a roof on
0:13:10 > 0:13:12and a big empty room with no windows in.
0:13:12 > 0:13:15The builder took advantage of this couple and every time they
0:13:15 > 0:13:20handed over their hard earned cash, he would disappear.
0:13:20 > 0:13:25The Youngs' cowboy went off with over 7,500 grand of their cash,
0:13:25 > 0:13:27but left them without windows,
0:13:27 > 0:13:30without plastered walls and no shower or toilet.
0:13:30 > 0:13:33Obviously, I was upset. I was mad and upset.
0:13:33 > 0:13:37But Carole was upset because you had a big hole there.
0:13:37 > 0:13:41And I mean, it was cold. You had no windows in and no insulation.
0:13:41 > 0:13:47And it's September, and just thinking well, you know, "What do I do?"
0:13:47 > 0:13:50The Youngs' builder was hired to help them
0:13:50 > 0:13:53keep their house calm so they could give a loving
0:13:53 > 0:13:56and secure home to the kids they were fostering.
0:13:56 > 0:14:01Instead, he left them in the lurch with a half-built shell and a lot of stress.
0:14:01 > 0:14:05But I really need to find out exactly what went wrong.
0:14:09 > 0:14:11- Hello. Carole?- Hello. Yes.
0:14:11 > 0:14:13I am Clive from Cowboy Trap.
0:14:13 > 0:14:15- How are you?- I'm fine, thank you.
0:14:15 > 0:14:19- I hear that you've had problems with a cowboy builder.- Yes. We have.
0:14:19 > 0:14:21- Do you mind showing me the damage?- Come in.
0:14:21 > 0:14:24The Youngs have had to spend extra cash
0:14:24 > 0:14:28to complete lots of unfinished work their cowboy left behind.
0:14:28 > 0:14:32But they're short of funds and there's clearly lots left to do.
0:14:32 > 0:14:35This is like the new extension, just from here down to here.
0:14:35 > 0:14:37Right. OK.
0:14:37 > 0:14:42Now, in terms of your wet room, what was going on in here?
0:14:42 > 0:14:44This was just a shell, Clive.
0:14:44 > 0:14:47There was nothing there. Just the bare breezeblock wall.
0:14:47 > 0:14:50- OK.- The whole shell was breezeblock.
0:14:50 > 0:14:54There was nothing at all finished off inside.
0:14:54 > 0:14:59Well, it's certainly unfinished, let's put it like that, at this stage.
0:14:59 > 0:15:03It's that he left you in the lurch with no windows, no doors, no border.
0:15:03 > 0:15:06And of course, in your wet room. OK.
0:15:06 > 0:15:09Well, this is the cloakroom, Clive. The same again here.
0:15:09 > 0:15:12This was just left with breezeblock walls.
0:15:13 > 0:15:16We've bordered it and had it plastered.
0:15:16 > 0:15:19- So you plaster boarded it out? - Yeah. We had somebody in. Yes.- OK.
0:15:19 > 0:15:22- Somebody else plaster boarded. - And put the window in.
0:15:22 > 0:15:25Yeah. The window. And the ceiling next door. Window plaster boarded.
0:15:25 > 0:15:28This was just like, as I say, concrete.
0:15:28 > 0:15:30There's loads still unfinished here.
0:15:30 > 0:15:33I want to know what our team of good guys can do to help
0:15:33 > 0:15:37and what work the Youngs have had to do since the builder left.
0:15:37 > 0:15:39What was left in there?
0:15:39 > 0:15:41How was it looking?
0:15:41 > 0:15:43You've got walls and a roof on.
0:15:43 > 0:15:45No windows. No doors. It was freezing.
0:15:45 > 0:15:48And when he left in September, we thought
0:15:48 > 0:15:52we'll try and get something sorted by December.
0:15:52 > 0:15:55It's cold and so you can imagine that extension,
0:15:55 > 0:16:01what we've seen today, Clive, had no windows, no doors, no insulation.
0:16:01 > 0:16:07What can we do, all right, to make things a little better?
0:16:07 > 0:16:10Just finish the shower room and the toilet.
0:16:10 > 0:16:13- That's really all we need. - Would that make you happy?
0:16:13 > 0:16:17Then we can just get on with our lives, can't we?
0:16:17 > 0:16:19- That would make you very happy.- Yeah.
0:16:19 > 0:16:22- Yeah.- That's good cos that'll please me then.
0:16:22 > 0:16:26The Youngs' builder left them with loads of work unfinished,
0:16:26 > 0:16:28but we can help give them that final lift
0:16:28 > 0:16:30so they can put their troubles behind them.
0:16:30 > 0:16:33This wet room has been a total washout.
0:16:33 > 0:16:35It's time to put things right.
0:16:35 > 0:16:37Let's bring on the good guys.
0:16:45 > 0:16:47Our guys have got their work cut out
0:16:47 > 0:16:51over the next couple of days to restore Carole and George's faith.
0:16:51 > 0:16:54We need to line the walls of the shower ready for tiling.
0:16:54 > 0:16:58Tile the walls and floors throughout and complete the plumbing
0:16:58 > 0:17:00and drainage for the shower in the wet room.
0:17:00 > 0:17:03In the separate toilet, there's more tiling to do
0:17:03 > 0:17:06and we'll complete the installation of hand basin and toilet.
0:17:06 > 0:17:09Coming up, we'll discover how an independent inspector
0:17:09 > 0:17:14rates the tiny amount of work the original builder actually did.
0:17:14 > 0:17:18The bricks have been butchered.
0:17:20 > 0:17:24Meanwhile, back in Aberdeenshire, Gordon Cameron was looking forward to a happy retirement
0:17:24 > 0:17:28tinkering with his car under a brand new car port canopy.
0:17:28 > 0:17:31In fact, he and wife Beverley wanted his and hers canopies.
0:17:31 > 0:17:36Beverley would have her very own covered sanctuary out the back.
0:17:36 > 0:17:42But those dreams were shattered when their bodging builder left them with a canopy catastrophe.
0:17:42 > 0:17:46I could hear bang, bang, bang, bang as all the bolts were shooting out of the wall.
0:17:46 > 0:17:51And when the builder came back to re-hang the canopies,
0:17:51 > 0:17:53things went from bad to worse.
0:17:53 > 0:17:59The gable-end canopy had been pushed back up, but very poorly
0:17:59 > 0:18:03and it was in an entirely different position to the original place.
0:18:03 > 0:18:07It was further forward to the front of the house and lower down.
0:18:07 > 0:18:10And it hadn't been finished off properly.
0:18:10 > 0:18:14And the drainage pipe, of course, was just hanging at an angle
0:18:14 > 0:18:16cos it didn't reach the drain any more.
0:18:16 > 0:18:20In total, the Camerons paid their builder £9,000
0:18:20 > 0:18:22to supply and fit the two canopies.
0:18:22 > 0:18:26Although he did come back and refit them when they fell,
0:18:26 > 0:18:29Beverley and Gordon are far from happy with the work.
0:18:29 > 0:18:32They worry the canopies are unsafe and may hurt someone.
0:18:32 > 0:18:36We've asked the manufacturer to come and inspect the installation
0:18:36 > 0:18:38and tell us if they've been fitted correctly.
0:18:38 > 0:18:41We've been asked to come out and assess the canopy
0:18:41 > 0:18:43and it's fair to say that it wasn't installed
0:18:43 > 0:18:47to the best of what I would have thought their ability.
0:18:47 > 0:18:49It was physically leaking.
0:18:49 > 0:18:52There were areas where the water was coming through.
0:18:52 > 0:18:56Purely and simply, it just hadn't been sealed correctly at all.
0:18:56 > 0:18:59There was no vertical brackets that had been installed.
0:18:59 > 0:19:04There was no gallows brackets installed and that is a paramount
0:19:04 > 0:19:08procedure that you have to do when installing a canopy of this sort of projection.
0:19:08 > 0:19:10But how is it actually secured together?
0:19:10 > 0:19:13Was he using the right bolts, that sort of thing?
0:19:13 > 0:19:16I mean, in fairness, he had used the correct raw bolts
0:19:16 > 0:19:20to put the beams on the wall, but he fitted them directly to the wall.
0:19:20 > 0:19:23And what he'd also done, he'd only applied two raw bolts
0:19:23 > 0:19:27per beam which is, again, really going against the grain.
0:19:27 > 0:19:31This should be a minimum of three raw bolts in that size of beam.
0:19:31 > 0:19:34With the whole thing collapsing, it could have been dangerous.
0:19:34 > 0:19:37- They're fibreglass, the corrugation at the top.- That's right.
0:19:37 > 0:19:41But in real terms, falling with snow on it or whatever,
0:19:41 > 0:19:46that could have put anybody in danger, even the postie who's coming through.
0:19:46 > 0:19:47So, if I could ask you one question,
0:19:47 > 0:19:50in terms of the work that was carried out here,
0:19:50 > 0:19:53if you were to give it a mark out of ten, what would you give it?
0:19:53 > 0:19:58- I'd be pushed to say four and a half.- Four and a half.
0:19:58 > 0:20:02Again, for saying that it'd actually come down, he's doing well.
0:20:02 > 0:20:04I think that's quite generous at four and a half.
0:20:04 > 0:20:08The guys are going to install the canopy as it should be fitted,
0:20:08 > 0:20:12making absolutely sure there's no chance of collapse.
0:20:12 > 0:20:15They'll be removing the unsightly support legs that were
0:20:15 > 0:20:20never part of the original plan and interrupt the view into the garden.
0:20:20 > 0:20:22While the guys get cracking, I want to track back
0:20:22 > 0:20:26with the Camerons to find out how their builder managed to ruin their plans
0:20:26 > 0:20:29for a relaxing retirement.
0:20:29 > 0:20:30So you're happy to hand over the money?
0:20:30 > 0:20:35You're standing back going that's exactly what I want. Is that correct?
0:20:35 > 0:20:40- Yeah.- But we know that disaster was looming, somewhere along the line.
0:20:40 > 0:20:42Did you offer them any further work beyond that?
0:20:42 > 0:20:45We did offer them further work, yes,
0:20:45 > 0:20:49because the rear canopy was going to have side panels installed.
0:20:49 > 0:20:53He said he hadn't got them, but if we gave him a £2,000 deposit,
0:20:53 > 0:20:57he would get the side panels and install them.
0:20:57 > 0:20:59So, you did.
0:20:59 > 0:21:01I gave him a £2,000 deposit.
0:21:01 > 0:21:04- OK. For your side panels?- Yes.
0:21:04 > 0:21:07- What did you get for the two grand? - Nothing.- Get out!
0:21:07 > 0:21:11- Nothing. Not a thing.- Not a thing.
0:21:11 > 0:21:14It makes my blood boil to see this couple who had such
0:21:14 > 0:21:16happy dreams of their retirement,
0:21:16 > 0:21:19handing over their savings and getting nothing in return.
0:21:19 > 0:21:24Their son Chris is angry his parents have lost out to their builder.
0:21:24 > 0:21:26When it fell down, there was the building repairs to do.
0:21:26 > 0:21:29He didn't do them properly.
0:21:29 > 0:21:31And then he tried to claim money for repairing the work
0:21:31 > 0:21:33that was his fault in the first place.
0:21:33 > 0:21:36And he's still got £2,000 for a deposit
0:21:36 > 0:21:39for a job he hasn't done or even begun to do.
0:21:39 > 0:21:44We want this job done to the manufacturer's exact specifications,
0:21:44 > 0:21:47although they don't normally install this far north,
0:21:47 > 0:21:50they've come especially to help the Camerons.
0:21:50 > 0:21:52Stuart Miller is the operations manager
0:21:52 > 0:21:54and he'll be running our job today.
0:21:54 > 0:21:57He's going to make sure the full weight of the canopy
0:21:57 > 0:22:02is evenly supported so we can remove those unsightly legs.
0:22:02 > 0:22:05These posts here were from the original build. Yeah?
0:22:05 > 0:22:07- That's right. - You don't need these any more.
0:22:07 > 0:22:10The poles shouldn't be needing to go in,
0:22:10 > 0:22:13because what we've done is put vertical brackets on
0:22:13 > 0:22:16which are actually taking the load there on the wall.
0:22:16 > 0:22:20There's three studs there. The beam is fixed to those studs
0:22:20 > 0:22:23and then the gallows bracket will go underneath and that is
0:22:23 > 0:22:27supporting the whole structure, so you're doing away with poles.
0:22:27 > 0:22:29That's the purpose of having a cantilever system.
0:22:29 > 0:22:33I want to know what the Camerons would like to say to their
0:22:33 > 0:22:36bodging builder who promised them canopies,
0:22:36 > 0:22:38but delivered them a calamity.
0:22:38 > 0:22:43Now, if you had an opportunity to speak to him,
0:22:43 > 0:22:45what would you like to say?
0:22:45 > 0:22:49I know what I'd like to ask, why he's left us in such a mess?
0:22:49 > 0:22:54I would like to know if he's going to give me my £2,000 back,
0:22:54 > 0:22:58which he's no reason to keep because he hasn't even supplied the goods.
0:22:58 > 0:23:00- He just took the money and run. - Yeah.
0:23:00 > 0:23:02- PHONE RINGS - Here we go.
0:23:02 > 0:23:06'Usually, builders who take money without supplying the goods,
0:23:06 > 0:23:10'avoid answering their phone, but this one is about to surprise me.
0:23:10 > 0:23:12'Time for some answers.'
0:23:12 > 0:23:16Well, can you tell me, why did you leave me in such a mess with these canopies?
0:23:16 > 0:23:21And my £2,000 that you've had and for the goods I've never received?
0:23:21 > 0:23:23'The builder says he did lots of extra work on the property.
0:23:23 > 0:23:27'The Camerons say this was to fix his mistakes.
0:23:27 > 0:23:31'I think they deserve their two grand back, at the very least.'
0:23:31 > 0:23:37It's Clive from BBC's Cowboy Trap here. I think as a goodwill gesture,
0:23:37 > 0:23:40you should be giving them the two grand back.
0:23:40 > 0:23:44'So he says he'll agree to this request on one condition.
0:23:44 > 0:23:49'Beverley and Gordon must agree the refund puts an end to the matter.'
0:23:49 > 0:23:51I'm getting the thumbs up and the nod.
0:23:51 > 0:23:55They're telling me that that will be the end of the matter
0:23:55 > 0:23:58if we can come up with an agreement to get the two grand back.
0:23:58 > 0:24:03'With everyone in agreement to the negotiation, the builder says he'll
0:24:03 > 0:24:06'post a cheque first thing in the morning.'
0:24:06 > 0:24:08I think that's fantastic news.
0:24:08 > 0:24:10Thanks for talking to us. Bye.
0:24:13 > 0:24:16Do you think he will?
0:24:16 > 0:24:18I think...
0:24:18 > 0:24:20Well, that's the £2,000 question.
0:24:20 > 0:24:23Will he or won't he post the cheque?
0:24:23 > 0:24:26Frankly, I've heard it all before, but I'd love to be proven wrong.
0:24:26 > 0:24:30Coming up, I can't wait to see the Cameron's reaction
0:24:30 > 0:24:33when I show them what the good guys are capable of.
0:24:33 > 0:24:35I don't believe it.
0:24:36 > 0:24:41Back in Newcastle, Carole and George Young wanted a kitchen extension
0:24:41 > 0:24:45with extra shower room and toilet to help them cope
0:24:45 > 0:24:47with the demands of being busy foster parents.
0:24:47 > 0:24:50But their builder left them with barely a shell.
0:24:50 > 0:24:54No windows, no interior walls, no wet room.
0:24:54 > 0:24:58Just that dirty feeling you get when you've been had.
0:24:58 > 0:25:03The emotional cost has been almost as high as the 7,500 grand they paid out.
0:25:03 > 0:25:04I'm an easy-going person.
0:25:04 > 0:25:07I mean, Carole's got a lovely nature, but you bite, you snap,
0:25:07 > 0:25:11and it's as if, how do I put it, any little thing triggers you off
0:25:11 > 0:25:15and it's all down to what's happened here, you know?
0:25:15 > 0:25:19Daughter Rebeka hates to see her parents' trusting nature abused.
0:25:19 > 0:25:23They were just expecting the job to be done, trusted him,
0:25:23 > 0:25:24and it was totally...
0:25:24 > 0:25:27They'd didn't know what to do. They were totally shocked.
0:25:27 > 0:25:29She was all tears, you know?
0:25:29 > 0:25:32And it was getting to the stage where my son's,
0:25:32 > 0:25:35"My mum's upset again," but it was.
0:25:35 > 0:25:38Being a foster carer, you can't let children
0:25:38 > 0:25:40in your care see that you're upset.
0:25:40 > 0:25:45You've got to draw the line. It's all right.
0:25:45 > 0:25:48- I know. It gets to me. It gets to you.- All right.
0:25:48 > 0:25:51Every time she talks about it, it gets to her because
0:25:51 > 0:25:54it was money I'd saved for me daughter getting married.
0:25:54 > 0:25:57We'll get there, but at the end of the day, don't worry.
0:25:57 > 0:25:59I know it's easy to say don't worry,
0:25:59 > 0:26:04- but she just gets like this when you talk about it, don't you?- Sorry.
0:26:04 > 0:26:08The Youngs do so much, giving kids a stable home and some family care,
0:26:08 > 0:26:10that I think the least we can do
0:26:10 > 0:26:12is show them what the good guys are capable of.
0:26:12 > 0:26:16But before we get started, I want independent building surveyor,
0:26:16 > 0:26:20Peter Fall, to give me his verdict on their cowboy's job.
0:26:20 > 0:26:22- Tell us what you have seen.- OK.
0:26:22 > 0:26:26You start outside. You've got the roof tiling there.
0:26:26 > 0:26:29Roof tiling looks OK except when you look closely at the edges.
0:26:29 > 0:26:31And at the eaves at the bottom of the roof.
0:26:31 > 0:26:36The tiles should be lifted slightly and it isn't,
0:26:36 > 0:26:38otherwise the water can get up behind it.
0:26:38 > 0:26:39- Yes.- He's missed that.
0:26:39 > 0:26:43So, he's put the tiles on OK, but he's not done the edges,
0:26:43 > 0:26:46- the eaves OK. So that's wrong.- OK.
0:26:46 > 0:26:49The brickwork, now I understood this builder was a bricklayer,
0:26:49 > 0:26:53- the bricks have been butchered. - Right.
0:26:53 > 0:26:56The mortar pointing bleeds into the bricks.
0:26:56 > 0:26:58Instead of cutting into the edge of the bricks
0:26:58 > 0:27:01and being a sharp edge joint, it bleeds onto the face of the brickwork.
0:27:01 > 0:27:05- There's areas where it's as if he's applied it with a spoon.- Right.
0:27:05 > 0:27:07Really poor quality pointing.
0:27:07 > 0:27:11- OK.- The joints between the bricks are varying widths.
0:27:11 > 0:27:16Now, a bricklayer should be able to hit the same joint width all the way along.
0:27:16 > 0:27:19We've got a very bright yellow-y mortar mix.
0:27:19 > 0:27:24There's no attempt to colour the mortar to match the house, the main house itself.
0:27:24 > 0:27:27It stands out like a bright, shiny load of white lines
0:27:27 > 0:27:31that have been bled all over the bricks.
0:27:31 > 0:27:33The wet room is important to them.
0:27:33 > 0:27:38- One of the things that I am concerned about is this floor down here.- Yes.
0:27:38 > 0:27:41And we've got a wet room floor which does not appear
0:27:41 > 0:27:44to have a waterproof tray underneath it.
0:27:44 > 0:27:47OK. In general, what would you give the builder out of ten
0:27:47 > 0:27:50for the work that you've actually seen?
0:27:50 > 0:27:52- For the work that he did?- Yes.
0:27:52 > 0:27:56- Which is the roof, the walls and the floor structure.- Yes.
0:27:56 > 0:27:59Because that's relatively simple stuff,
0:27:59 > 0:28:01- let's mark it down to about four. - Four out of ten.
0:28:01 > 0:28:03Now that's a fail in my book.
0:28:03 > 0:28:08It's back to construction college for this builder and must do better.
0:28:08 > 0:28:10I can't wait to get the good guys on this job.
0:28:10 > 0:28:14There's plenty of graft ahead to transform this shell
0:28:14 > 0:28:17into the fully functioning shower room and toilet
0:28:17 > 0:28:19they need to help them raise kids
0:28:19 > 0:28:23who might not have otherwise have a place to call home.
0:28:23 > 0:28:27While they get stuck in, I want to track back with Carole and George
0:28:27 > 0:28:32and find out what they did when they were left high and dry by their builder.
0:28:32 > 0:28:34We rang on the mobile.
0:28:34 > 0:28:37He didn't reply. We rang the house phone.
0:28:37 > 0:28:38Didn't reply. Went down to the house.
0:28:38 > 0:28:42He didn't reply. So we went down to Newcastle Crown Court
0:28:42 > 0:28:46cos we'd never been in this situation and they said there's a litigation department
0:28:46 > 0:28:50where you can both meet up and come to some sort of agreement.
0:28:50 > 0:28:53So we attended. In actual fact, I took a holiday from work.
0:28:53 > 0:28:56- I bet he didn't.- He didn't go. No.- No surprise, is that?
0:28:56 > 0:28:58And then he didn't turn up for meetings.
0:28:58 > 0:29:00He had sent a letter in to say
0:29:00 > 0:29:04that he couldn't attend because he was working.
0:29:04 > 0:29:06Because he knew he was going to lose. Simple as.
0:29:06 > 0:29:11So the judge awarded the money that we had said, only we didn't ask for any more, just what we're due.
0:29:13 > 0:29:16So here's my tip to try and reclaim your cash.
0:29:16 > 0:29:18First, approach Consumer Direct,
0:29:18 > 0:29:21who can give free advice on the right course of action.
0:29:21 > 0:29:25They can help you write letters and file papers at court.
0:29:25 > 0:29:27But remember, even if you win,
0:29:27 > 0:29:30there is no guarantee you'll get any of your money back.
0:29:32 > 0:29:36The judge ordered the builder to repay the Youngs £3,520,
0:29:36 > 0:29:39but they only received 370 quid,
0:29:39 > 0:29:43a fraction of their money before payment stopped.
0:29:43 > 0:29:46So what would they like to say to their builder now?
0:29:46 > 0:29:48Why he's stopped the payment.
0:29:48 > 0:29:52You know, we've never had anything since November last year.
0:29:52 > 0:29:53I want to know why.
0:29:53 > 0:29:55OK. Well, here's your opportunity.
0:29:59 > 0:30:01PHONE RINGS
0:30:05 > 0:30:08Can you tell us why you left us in the lurch?
0:30:08 > 0:30:11We've never had payments from you since November last year
0:30:11 > 0:30:13and you're meant to be paying me monthly.
0:30:13 > 0:30:15Thank you. Bye.
0:30:15 > 0:30:20'This cowboy won't pick up the phone and he won't cough up the cash either.'
0:30:20 > 0:30:23You know who you are, and now we know who you are.
0:30:23 > 0:30:26And by revealing the tricks you cowboys use,
0:30:26 > 0:30:30we'll help prevent others from falling into your trap.
0:30:30 > 0:30:33Coming up, I can't wait to see Carole and George's reaction
0:30:33 > 0:30:37when we show them what a great job the good guys can do.
0:30:37 > 0:30:38- I like that.- What do you think?
0:30:38 > 0:30:40Thank you very much.
0:30:41 > 0:30:43Back in Aberdeenshire, our good guys
0:30:43 > 0:30:46are close to completing the installation
0:30:46 > 0:30:49of the Cameron's longed for outdoor canopies.
0:30:49 > 0:30:53Beverley and Gordon's retirement savings took a big hit
0:30:53 > 0:30:55when their builder bodged the job
0:30:55 > 0:30:58and the canopies collapsed just months later.
0:30:58 > 0:31:01The subsequent repairs left the Camerons exasperated.
0:31:01 > 0:31:04It's a terrible thing to happen.
0:31:04 > 0:31:05I suppose you never think
0:31:05 > 0:31:08it's going to happen to you and you don't realise
0:31:08 > 0:31:13how much it affects you until you actually do experience it.
0:31:13 > 0:31:19And it was a lot of stress and a lot and lot of work.
0:31:19 > 0:31:21Here's a tip.
0:31:21 > 0:31:26If you're landed in a dispute with your builder, try and remain calm.
0:31:26 > 0:31:29Losing sight of your dream and your cash can be very stressful.
0:31:29 > 0:31:33But seek support and advice from friends and family
0:31:33 > 0:31:35who you can trust to help.
0:31:35 > 0:31:39It's a big thing to have it finished. While it's sitting there
0:31:39 > 0:31:41it's a reminder of it not being finished
0:31:41 > 0:31:44and how badly it's done, how badly it's affected both of them.
0:31:44 > 0:31:47But to have it finished now, I think they can draw a line
0:31:47 > 0:31:50under it now and say that's it complete.
0:31:50 > 0:31:53Our good guys have almost finished installing the canopies correctly.
0:31:53 > 0:31:58And I can't wait to show Beverley and Gordon what the professionals can do.
0:31:58 > 0:32:04What are you hoping for with your car canopy, first of all?
0:32:04 > 0:32:08It's back in the right place and the spouting is fitted correctly
0:32:08 > 0:32:10and there shouldn't be any leaks on it.
0:32:10 > 0:32:13- OK.- And the rear canopy,
0:32:13 > 0:32:18the canopy at the rear, is reinstated again to where it was originally.
0:32:18 > 0:32:20And you'll be able to get your car under it.
0:32:20 > 0:32:22- Yes.- Which you couldn't before.
0:32:22 > 0:32:24And work without any legs getting in the way.
0:32:24 > 0:32:27Exactly. Cos that just didn't look right, did it?
0:32:27 > 0:32:31- No. No. No.- OK. Well, this is always my favourite bit.
0:32:31 > 0:32:37I love showing people exactly what the good guys can do, so are you ready?
0:32:37 > 0:32:39- Yes.- All right. Come on, then.
0:32:39 > 0:32:40Let's go take a look.
0:32:47 > 0:32:49- Here we go.- Wow.
0:32:49 > 0:32:52I don't believe it.
0:32:52 > 0:32:54I don't believe it, either.
0:32:54 > 0:32:56That's fantastic.
0:32:56 > 0:32:59And look at that. That's perfect fitting up there, isn't it?
0:32:59 > 0:33:01It's a great finish, that is.
0:33:01 > 0:33:04Our good guys have done a great job.
0:33:04 > 0:33:08At the rear, we've positioned the canopy just as Beverley wanted.
0:33:08 > 0:33:11It's been safely secured using all the correct bolts
0:33:11 > 0:33:13and fittings, with close attention to detail.
0:33:13 > 0:33:16Now Beverley can enjoy the fresh air,
0:33:16 > 0:33:20sheltered from the harsh excesses of the British weather.
0:33:20 > 0:33:23Proper brackets, as it was supposed to have been.
0:33:23 > 0:33:24Proper gallows brackets, as well.
0:33:24 > 0:33:27- Right.- Just an all-round cracking job. I hope you'll agree.
0:33:27 > 0:33:30- Yes. Yes.- Absolutely great.
0:33:30 > 0:33:33But it just looks really, really beautiful, doesn't it?
0:33:33 > 0:33:34I think so. Yes.
0:33:34 > 0:33:37It is great and they've done the spouting as well
0:33:37 > 0:33:40and the other piece down, round.
0:33:40 > 0:33:43- It blends in really well, doesn't it?- Yeah.- Fantastic.
0:33:43 > 0:33:46Now, we've got more to show you round the side of the house.
0:33:46 > 0:33:47Let's go see.
0:33:49 > 0:33:52Wow. Look at that.
0:33:52 > 0:33:55- That's great.- It's unbelievable.
0:33:55 > 0:33:57- It is, isn't it? - And this is just perfect.
0:33:57 > 0:34:03Out front, Gordon has the cover he wanted to work on his car during all seasons.
0:34:03 > 0:34:06Once again, it's been correctly installed.
0:34:06 > 0:34:09We've removed the unsightly and now unnecessary support legs,
0:34:09 > 0:34:12so Gordon has full access just as he'd hoped.
0:34:12 > 0:34:14The guttering has been refitted
0:34:14 > 0:34:17and the rainwater will flow away as it should.
0:34:17 > 0:34:21I'm sure Beverley and Gordon will agree, the canopies complete
0:34:21 > 0:34:25- their property just as they hoped they would.- I can't get over this.
0:34:25 > 0:34:28I just cannot get over this.
0:34:28 > 0:34:32Cos it was so ugly before with that pipe just hanging.
0:34:32 > 0:34:36- And it's up higher, as well. - Yes. Now that's better, isn't it?
0:34:36 > 0:34:39It's much better and again, the strength is in those brackets.
0:34:39 > 0:34:41That's how it should have been.
0:34:41 > 0:34:44- The posts have disappeared so you haven't got the posts any more.- No.
0:34:44 > 0:34:47But the whole thing looks brilliant and I tell you what,
0:34:47 > 0:34:49you canopy better than that.
0:34:49 > 0:34:51- Can you? - LAUGHTER
0:34:51 > 0:34:56It really is looking the business and I just think
0:34:56 > 0:34:59- it fits in with the property fantastic, don't you?- Yes. Yes.
0:34:59 > 0:35:00Has that made you happier people?
0:35:00 > 0:35:04Well, it has. We feel as though we've got some benefit now
0:35:04 > 0:35:06- from the money that we've spent.- Yes.
0:35:06 > 0:35:10We've got now what we thought we were getting two-and-a-half-years ago.
0:35:10 > 0:35:14Beverley and Gordon can now finally enjoy their retirement.
0:35:14 > 0:35:17These new canopies won't just shelter them,
0:35:17 > 0:35:20it'll help put all those bad memories in the shade.
0:35:20 > 0:35:23It turns out the Camerons have even more to smile about.
0:35:23 > 0:35:28Remember that cheque for two grand the builder said he'd put in the post?
0:35:28 > 0:35:29Well, blow me down with a feather.
0:35:29 > 0:35:33It arrived. Now that doesn't often happen on Cowboy Trap.
0:35:36 > 0:35:40So now let's return to Newcastle where our good guys are putting
0:35:40 > 0:35:43the finishing touches to the new shower and wet room.
0:35:43 > 0:35:46Foster parents Carole and George Young desperately needed a larger
0:35:46 > 0:35:48kitchen and bathroom extension
0:35:48 > 0:35:51to help make their home run like clockwork in the mornings.
0:35:51 > 0:35:54Our good guys are hard at it transforming
0:35:54 > 0:35:57this concrete shell into the shower,
0:35:57 > 0:36:00wet room and toilet, the Youngs hoped their builder would complete.
0:36:00 > 0:36:04Eric is doing a remarkable job on the tiling.
0:36:04 > 0:36:06You must be Eric, the tiler.
0:36:06 > 0:36:08- You must be Clive.- I am, mate.
0:36:08 > 0:36:11- Nice to meet you. - I'm loving the marigolds.
0:36:11 > 0:36:13We won't tell your mates.
0:36:13 > 0:36:15Forgive me for stating the obvious,
0:36:15 > 0:36:21it looks fantastic. What have you been up to?
0:36:21 > 0:36:23Well, preparation's been 90% of it,
0:36:23 > 0:36:26to create the folds for the wet room.
0:36:26 > 0:36:30The tiling is actually a piece of cake cos I do it every day.
0:36:30 > 0:36:32Yes. So you're the professional.
0:36:32 > 0:36:34- This is what we want. - Best of the best.
0:36:34 > 0:36:36But I've got to say, it's looking ti-licious.
0:36:36 > 0:36:38Oh, thanks very much.
0:36:38 > 0:36:41While the good guys get on with the finishing touches,
0:36:41 > 0:36:44I want to find out how Carole and George felt
0:36:44 > 0:36:46when their dream fell apart.
0:36:46 > 0:36:52What was it actually like, from a emotional point of view,
0:36:52 > 0:36:55during that period?
0:36:55 > 0:36:56I was really low,
0:36:56 > 0:37:01because we had gone through the building part of it, hadn't we?
0:37:01 > 0:37:03Did you feel you had anywhere to turn,
0:37:03 > 0:37:06anyone to turn to, apart from George, of course?
0:37:06 > 0:37:08Well, no, just my family, you know?
0:37:08 > 0:37:12They couldn't do anything about it, you know?
0:37:12 > 0:37:14It is an awful thing.
0:37:14 > 0:37:17- It's all right.- It is an awful thing. Yeah. Seriously.
0:37:17 > 0:37:20It's over with, am I right?
0:37:20 > 0:37:24It is a dreadful... It's important, it's really important,
0:37:24 > 0:37:29Carole, at this stage, to know that, for people to understand
0:37:29 > 0:37:34that this is the sort of disruption and the hurt
0:37:34 > 0:37:38that these guys cause and with your help,
0:37:38 > 0:37:42OK, and with you telling us your story, you are helping others.
0:37:42 > 0:37:46We went through the right channels since then.
0:37:46 > 0:37:48That was it. End of it. We learnt.
0:37:48 > 0:37:50Might be too late now, but we learnt.
0:37:50 > 0:37:55The Youngs have had a terrible time and even after winning at court,
0:37:55 > 0:37:57they still don't have all their money.
0:37:57 > 0:38:01I want to know from their local trading standards officer
0:38:01 > 0:38:02what they should do next.
0:38:02 > 0:38:05What is Carole's and George's next move
0:38:05 > 0:38:10to sort of push that on? Is there anything they can do?
0:38:10 > 0:38:13They need to stay within the law and I understand the frustrations.
0:38:13 > 0:38:16The legal process is very time-consuming
0:38:16 > 0:38:18and expensive, I would imagine.
0:38:18 > 0:38:20They just need to follow that through.
0:38:20 > 0:38:23They need to go back to the magistrates.
0:38:23 > 0:38:26If they've got a solicitor... I know we're talking about expense,
0:38:26 > 0:38:30but again, they need to go through that process to ensure this
0:38:30 > 0:38:33chap goes through his obligations and does pay them
0:38:33 > 0:38:35for what's been taken off them, basically.
0:38:35 > 0:38:37Carolee and George made a mistake
0:38:37 > 0:38:40when they hired their builder without references.
0:38:40 > 0:38:42But the law has been on their side.
0:38:42 > 0:38:45Now they need to put this saga behind them.
0:38:45 > 0:38:48I can't wait to show them what the good guys have done.
0:38:48 > 0:38:53Just remind us what it was like behind those doors.
0:38:53 > 0:38:58Well, the wet room which was originally going to be a wet room,
0:38:58 > 0:39:00it was just stone floor, was horrible.
0:39:00 > 0:39:03So drab. And it was very cold.
0:39:03 > 0:39:05- Dismal.- Yeah.
0:39:05 > 0:39:10The toilet was a storage room for the wash basin and stuff, you know?
0:39:10 > 0:39:12- Yeah.- So what are you hoping for?
0:39:12 > 0:39:18To have a lovely shower. So we can just use it instead of just putting rubbish in.
0:39:18 > 0:39:21So, you'd like it to have been all tiled out, shower, fully usable.
0:39:21 > 0:39:23Yeah.
0:39:23 > 0:39:26It's something we've been looking forward to for a very long time.
0:39:26 > 0:39:29OK. And what about in that room then, Carole?
0:39:29 > 0:39:31What are you hoping for in there?
0:39:31 > 0:39:32Well, all tiled.
0:39:32 > 0:39:35I'm hoping, but beggars can't be choosers.
0:39:35 > 0:39:38You say you're hoping for a tiling job.
0:39:38 > 0:39:40Tiling job, wash basin.
0:39:40 > 0:39:43And that's it, really.
0:39:43 > 0:39:45Now then, are we ready?
0:39:45 > 0:39:46Open that door wide, George.
0:39:46 > 0:39:48Let's go take a look, son.
0:39:51 > 0:39:53Oh!
0:39:53 > 0:39:54It's a different...
0:39:54 > 0:39:58God, you wouldn't think it was part of the house, would you?
0:39:58 > 0:40:00Oh, it's lovely.
0:40:00 > 0:40:03I can't believe it, can you?
0:40:03 > 0:40:06- Are you pleased?- Look at the drain.
0:40:06 > 0:40:08That was just concrete.
0:40:08 > 0:40:11Beautiful shower.
0:40:11 > 0:40:14And the lights really reflect off the tiles, don't they?
0:40:14 > 0:40:15Oh, it's beautiful.
0:40:15 > 0:40:20- Pleased?- Oh, it's lovely. Good grief, you could party in here.
0:40:20 > 0:40:23The good guys have done a wonderful job,
0:40:23 > 0:40:27bringing a showroom finish to the wet room shower and toilet.
0:40:27 > 0:40:29The concrete shell has been transformed
0:40:29 > 0:40:33with these classic tiles, mosaic border and floor.
0:40:33 > 0:40:37The stainless steel shower gleams under the bright, white light
0:40:37 > 0:40:40from the smart, contemporary downlighters.
0:40:40 > 0:40:43Even the drainage stands out as a smart feature
0:40:43 > 0:40:45in this top quality installation.
0:40:45 > 0:40:48And we have an extra surprise for the Youngs.
0:40:48 > 0:40:50Beneath these smart mosaic tiles,
0:40:50 > 0:40:55we've installed underfloor heating as an extra treat.
0:40:55 > 0:40:57There's a little secret hidden in here.
0:40:57 > 0:41:00underfloor heating.
0:41:00 > 0:41:03- Oh, oh, that's just... - It's a thumbs up for that?
0:41:03 > 0:41:05- Oh, yeah, definitely.- Grand. Grand.
0:41:05 > 0:41:08- Thank you.- OK. It's time now to go take a look at the water closet.
0:41:08 > 0:41:10What do you reckon?
0:41:10 > 0:41:11Oh, wow.
0:41:17 > 0:41:19That's lovely, Clive. Beautiful.
0:41:19 > 0:41:23- Is it lovely?- It's gorgeous this.
0:41:23 > 0:41:26I couldn't have wished for this. This is beautiful.
0:41:26 > 0:41:29Next door, the good guys have worked the same magic,
0:41:29 > 0:41:31in the separate toilet.
0:41:31 > 0:41:34The matching tiles run from floor to ceiling
0:41:34 > 0:41:37and the bright white sanitary ware and heated towel rail
0:41:37 > 0:41:39perfectly compliment the classic styling.
0:41:39 > 0:41:44The lighting completes the overall effect. Lovely job.
0:41:44 > 0:41:47Well, listen. I think it's time for a bit of a group hug.
0:41:47 > 0:41:50- You can do manly group hugs, can't you?- I like that.
0:41:50 > 0:41:53- A big squeeze.- What do you think? - Thank you.
0:41:53 > 0:41:54We'll enjoy that. Thanks very much.
0:41:54 > 0:41:59All that's left for me to say now is enjoy and good luck for the future.
0:41:59 > 0:42:02- Thank you very much, Clive. - No problem. You take it easy.
0:42:02 > 0:42:05You enjoy that room. I'll see you later.
0:42:05 > 0:42:09Bye, Clive. Thank you.
0:42:09 > 0:42:12- Oh, it's unbelievable.- I think the taps are on.
0:42:12 > 0:42:14Yes. There's water coming out.
0:42:14 > 0:42:16You know, Carole and George have got hearts of gold
0:42:16 > 0:42:20and they look after so many youngsters and it was time
0:42:20 > 0:42:22that they had a bit of good fortune come their way.
0:42:22 > 0:42:24I think we've managed to do that.
0:42:24 > 0:42:27And they're very happy. Remember, always keep an eye
0:42:27 > 0:42:30on all the building work that's going on in your property
0:42:30 > 0:42:33and that way you won't go falling into the Cowboy Trap.
0:42:33 > 0:42:37If you've had a problem with builders and you would like to tell
0:42:37 > 0:42:40your story on Cowboy Trap, then please call us.
0:42:45 > 0:42:49Standard geographic charges apply. Calls from mobiles may be higher.
0:42:49 > 0:42:54Or you can send us an email to:
0:42:54 > 0:42:56Help us round up the cowboys.
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