0:00:08 > 0:00:11Over the years, I've seen some real cowboy bodge jobs,
0:00:11 > 0:00:16the stuff of nightmares that would keep anybody awake at night.
0:00:16 > 0:00:19It makes you sit back and think. You see people going through this,
0:00:19 > 0:00:22you don't think it's going to happen to you.
0:00:22 > 0:00:26Today, I'm revisiting homeowners that got caught in the cowboy trap
0:00:26 > 0:00:29by bungling builders who left them well and truly in the lurch.
0:00:29 > 0:00:31I stood in the kitchen and I cried.
0:00:31 > 0:00:35I thought, "This is just ridiculous, it's just like camping."
0:00:35 > 0:00:38I can't wait to see how their homes and their lives have moved on
0:00:38 > 0:00:40since we got them back on track.
0:00:40 > 0:00:43You're having a laugh!
0:00:43 > 0:00:46What a change! I can't believe it!
0:00:46 > 0:00:50What you've done, even in three years, I've got to be honest,
0:00:50 > 0:00:52most people wouldn't have done in five years.
0:00:52 > 0:00:55Along the way, I'll be giving you some top hints and tips
0:00:55 > 0:00:59in the hope it will prevent you from falling into the cowboy trap.
0:01:08 > 0:01:11Today's Cowboy Trap is a sobering reminder
0:01:11 > 0:01:13of how even the most astute of us
0:01:13 > 0:01:17seem to lose all our financial commonsense
0:01:17 > 0:01:19when it comes to having the builders in.
0:01:19 > 0:01:22Both couples made simple schoolboy errors over money
0:01:22 > 0:01:26that left them sitting ducks for our old enemy, the cowboy builder.
0:01:26 > 0:01:29And both had to endure the devastating impact
0:01:29 > 0:01:32on not only their homes, but their lives, too.
0:01:32 > 0:01:34He wanted more money.
0:01:36 > 0:01:40- And you said...- We did it.
0:01:40 > 0:01:42Got to say, we were both in tears at times.
0:01:42 > 0:01:46They've got your money, they've got your property in a state.
0:01:46 > 0:01:51They have got completely control of the situation.
0:01:51 > 0:01:56It's destroyed me. It's punched me up and down everywhere.
0:01:58 > 0:02:02Later, I'll be catching up with Mel Potter and Kim Chapman from Stafford
0:02:02 > 0:02:06whose willingness to hand over a huge cash deposit upfront
0:02:06 > 0:02:09left them counting the cost, quite literally.
0:02:10 > 0:02:13But first, I'm returning to Whiston in Merseyside,
0:02:13 > 0:02:16where Andy and Janet Wood's dreams of extending their family home
0:02:16 > 0:02:18vanished into thin air,
0:02:18 > 0:02:22along with almost £24,000 in cold, hard cash.
0:02:22 > 0:02:27Andy and Janet had lived in their beloved family home for 13 years,
0:02:27 > 0:02:30but with their son Luke growing up fast,
0:02:30 > 0:02:33they realised they needed more space
0:02:33 > 0:02:36and decided to extend the property to include a new bedroom for him
0:02:36 > 0:02:40and an office from where Andy could run his driving-school business.
0:02:40 > 0:02:42Our dream home as we planned
0:02:42 > 0:02:46would have been to have a nice open-plan living area
0:02:46 > 0:02:48at the back of the house to overlook the garden.
0:02:48 > 0:02:50It would be nice in the summer.
0:02:50 > 0:02:53Have friends around, a bit of entertaining.
0:02:53 > 0:02:56A new bedroom for Luke because his old room was getting too small.
0:02:56 > 0:02:59Just to make it a better quality of life for us.
0:02:59 > 0:03:04But when Janet and Andy hired an architect to draw up plans,
0:03:04 > 0:03:07the project looked like it might be out of their price range.
0:03:07 > 0:03:10We got other builders to come in to give us quotes.
0:03:10 > 0:03:14- And they were way over.- And they were...- Significantly over.
0:03:14 > 0:03:18But as luck would have it, the architect knew just the man.
0:03:18 > 0:03:22He said, "I know someone that can do it for you, I recommend this guy."
0:03:22 > 0:03:25We chose the builder because he was recommended by the architect,
0:03:25 > 0:03:27so we thought we could trust him.
0:03:27 > 0:03:31We didn't think anything would go wrong.
0:03:31 > 0:03:36It just had. Sadly, the Woods had missed their first warning sign.
0:03:36 > 0:03:40A cut-price deal almost always means a corner-cutting deal.
0:03:40 > 0:03:42The builder gave Janet and Andy a quote
0:03:42 > 0:03:46for a six-week job costing £30,000.
0:03:46 > 0:03:49They handed over an initial payment of £7,500
0:03:49 > 0:03:51and agreed to pay the rest in instalments.
0:03:51 > 0:03:54And things seemed to get off to a flying start.
0:03:54 > 0:03:56He started December, mid-December.
0:03:56 > 0:04:01- 2009.- 2009. - With this build at the back.
0:04:01 > 0:04:05- He got in very quickly. - Within a week.
0:04:05 > 0:04:07- It was like a space rocket going off. - It was quick.
0:04:07 > 0:04:10Everything was coming in, the steelwork was going in.
0:04:10 > 0:04:12Janet and Andy were impressed.
0:04:12 > 0:04:16So much so that when the builder asked for an unexpected cash payment
0:04:16 > 0:04:21to get the works watertight in time for Christmas, they agreed.
0:04:22 > 0:04:24But take my advice.
0:04:24 > 0:04:27It's never a good idea to plan your build
0:04:27 > 0:04:29around a special occasion or significant event.
0:04:29 > 0:04:32The extra pressure of having to be ready for Christmas,
0:04:32 > 0:04:34weddings or family visits
0:04:34 > 0:04:36can lead to rash decisions.
0:04:36 > 0:04:38And you should never undertake major building work
0:04:38 > 0:04:42at times of family upheaval, such as births or deaths.
0:04:42 > 0:04:45Back at the Woods, well, what do you know?
0:04:45 > 0:04:49Far from launching a concerted push in time for Christmas,
0:04:49 > 0:04:53this double-crosser did a disappearing trick.
0:04:53 > 0:04:56The Woods began to realise that their dream family home
0:04:56 > 0:04:58was vanishing into dust.
0:04:59 > 0:05:02When the builder didn't come back after the Christmas break,
0:05:02 > 0:05:05when he said he was going to seal up the house,
0:05:05 > 0:05:08that's when we started thinking, something's not right here.
0:05:08 > 0:05:14By now, Andy and Janet had handed over a staggering £23,500 in cash.
0:05:14 > 0:05:17And the builder was nowhere to be seen.
0:05:17 > 0:05:20They were left with structural and drainage problems,
0:05:20 > 0:05:22not to mention that leaky roof,
0:05:22 > 0:05:26but even more serious was the damage this cold-hearted cowboy did
0:05:26 > 0:05:28to Andy and Janet's relationship.
0:05:28 > 0:05:33It's destroyed me. It's punched me up and down everywhere.
0:05:33 > 0:05:36Eventually, it came to the stage where me and Janet
0:05:36 > 0:05:39had been fighting so much over little petty things.
0:05:39 > 0:05:41It affects the whole family.
0:05:41 > 0:05:44But as a relationship, you both stress in different ways,
0:05:44 > 0:05:45so you take it out on each other.
0:05:45 > 0:05:47And it's hardly surprising
0:05:47 > 0:05:50when you consider the effect this catalogue of catastrophe
0:05:50 > 0:05:53had on quality time together as a family.
0:05:53 > 0:05:56Sunday used to be a family day out
0:05:56 > 0:05:59when we'd go out somewhere as a treat.
0:05:59 > 0:06:01But now me dad has to do bits on the house.
0:06:02 > 0:06:06So he had to use his own time up on a Sunday to do the house.
0:06:06 > 0:06:08And that's the only day he gets to do it a week.
0:06:08 > 0:06:12It was clear Andy and Janet badly needed a bit of TLC
0:06:12 > 0:06:14when I first met them in 2011.
0:06:14 > 0:06:20- Hello!- On my reckoning, it's got to be Andy and Janet.
0:06:20 > 0:06:22How are you? You all right?
0:06:22 > 0:06:24Take me in, let's have a look.
0:06:24 > 0:06:28'Before I could help, I needed a butcher's at this house of horror.'
0:06:28 > 0:06:32This is where the mess starts from. So it's from here.
0:06:32 > 0:06:36You can see all that's been done and out at the back.
0:06:36 > 0:06:39What they've done, they've broke into the concrete lintel.
0:06:39 > 0:06:41That lintel has just been patched up.
0:06:41 > 0:06:44Over time, under weight bear, that's going to start bearing down.
0:06:44 > 0:06:47'And there was more bad news just around the corner.'
0:06:47 > 0:06:50That...feeds what?
0:06:50 > 0:06:54That's the sewer going back. It's combined.
0:06:54 > 0:06:58'No, no, no! This was bad. Very bad.'
0:06:58 > 0:07:03That's not good enough because the germs, bacteria and everything else
0:07:03 > 0:07:07are exposed out into the soil, out into these pipes that are around.
0:07:07 > 0:07:10The intersection needs to be capped off,
0:07:10 > 0:07:15so that you're stopping any potential germs coming out.
0:07:15 > 0:07:17I mean, they're all over the place at the moment.
0:07:17 > 0:07:21- That's been like that for... - 12 months.- Over 12 months, hasn't it?
0:07:21 > 0:07:24'12 months? But worse was to come
0:07:24 > 0:07:29'when I discovered Andy had been taking things into his own hands.'
0:07:29 > 0:07:31Is this how the builder has left it?
0:07:31 > 0:07:33We put the ceiling in.
0:07:33 > 0:07:37- OK.- So...we put the roof on.
0:07:37 > 0:07:40I'm not 100% happy with the way this return's been done.
0:07:40 > 0:07:44It's all been filled with offcuts of block.
0:07:44 > 0:07:47'But the next revelation was truly shocking.
0:07:47 > 0:07:51'Driving instructor Andy had been having a go at the electrics.'
0:07:51 > 0:07:55- I put the plastic one in.- Yeah?
0:07:55 > 0:07:58With some form of webbing inside it.
0:07:58 > 0:08:03That's TRS. That's a protected tough rubber-sheathed cable,
0:08:03 > 0:08:07which is good internally, fine.
0:08:07 > 0:08:12Externally... what's in the ground, cable-wise?
0:08:12 > 0:08:17That is actually tucked up against the fence just below ground level.
0:08:17 > 0:08:19If you've put cable in like that
0:08:19 > 0:08:22and somebody comes along after you've sold the house
0:08:22 > 0:08:24and they get their fork or spade or whatever
0:08:24 > 0:08:27and go straight through it and get curly hair,
0:08:27 > 0:08:28they can come back to you.
0:08:28 > 0:08:30Take my advice.
0:08:30 > 0:08:32No matter how bad things get,
0:08:32 > 0:08:37you must leave electrical jobs to the professionals. It's the law.
0:08:37 > 0:08:40Any electrical work must follow building regulations
0:08:40 > 0:08:44and be inspected and signed off by your electrician.
0:08:44 > 0:08:47Remember, bad wiring can kill,
0:08:47 > 0:08:50which is why if you do work that doesn't comply with building regs,
0:08:50 > 0:08:53you could be fined up to £5,000.
0:08:55 > 0:08:58Remember, the Wood family wanted the extension
0:08:58 > 0:09:01to create more space for their son Luke.
0:09:01 > 0:09:05But more than a year later, he was still to reap the benefit.
0:09:06 > 0:09:10You've done lots of remedial work simply because you've had to.
0:09:10 > 0:09:12We had to seal it up and make it watertight
0:09:12 > 0:09:14because there was nothing here at all.
0:09:14 > 0:09:16Just half a roof hanging off.
0:09:16 > 0:09:20When we visited, Luke was still stuck in his old bedroom,
0:09:20 > 0:09:22which was even worse than it had been.
0:09:22 > 0:09:26Gaps between the new extension wall, the new roof and his old window
0:09:26 > 0:09:28left water leaking into his room.
0:09:28 > 0:09:32And it had been like that for 12 long months.
0:09:32 > 0:09:35That's also caused you grief damp-wise.
0:09:35 > 0:09:37- The water was running through here. - Unbelievable!
0:09:37 > 0:09:39'This builder was clearly a rat.
0:09:39 > 0:09:41'But what I was about to discover
0:09:41 > 0:09:44'was just how much cash Andy and Janet had managed to part with
0:09:44 > 0:09:46'without smelling one.'
0:09:48 > 0:09:51He said, "Draw £6,250 out on the Friday,
0:09:51 > 0:09:53"I'll come back Monday morning."
0:09:53 > 0:09:56What you mean, draw it out? Not in pound notes?
0:09:56 > 0:09:58- Out of the building society. - Oh, yeah. In cash.
0:09:58 > 0:10:01Oh, no. No, no, not in cash.
0:10:01 > 0:10:05You're tootling off to the building society, handing him over cash.
0:10:05 > 0:10:07And so that's what you did, another £6,500?
0:10:07 > 0:10:09That's what we did, unfortunately.
0:10:09 > 0:10:12On the Friday, and £6,250 again on the Monday.
0:10:12 > 0:10:14But that's not the worst bit.
0:10:14 > 0:10:16Remember how our cowboy friend had vanished
0:10:16 > 0:10:20with that £13,000 just before Christmas?
0:10:20 > 0:10:24Well, what I didn't realise is that three months later he returned.
0:10:24 > 0:10:29- He made a big apology to us, didn't he?- Mm.
0:10:29 > 0:10:31He said, "Look, just give me a little bit more money
0:10:31 > 0:10:33"to get the lads back on site."
0:10:33 > 0:10:35He wanted more money?
0:10:36 > 0:10:39And you said...?
0:10:39 > 0:10:40And we did it.
0:10:40 > 0:10:42You gave him more money?
0:10:42 > 0:10:44- Mm.- Not a lot.
0:10:44 > 0:10:47- How much?- Two?- Three. - Oh, three, wasn't it?
0:10:47 > 0:10:49Wow!
0:10:49 > 0:10:51'Poor Janet and Andy.
0:10:51 > 0:10:54'They'd been thoroughly taken to the cleaners.'
0:10:56 > 0:11:00No wonder I was especially delighted to bring in the good guys,
0:11:00 > 0:11:02who had obviously dressed up for the occasion(!)
0:11:04 > 0:11:09Our fantastic threesome repaired the lousy lintel,
0:11:09 > 0:11:11made Luke's bedroom safe and beautiful,
0:11:11 > 0:11:15removed the smelly open sewer and stench of cowboy
0:11:15 > 0:11:17and boxed in the bacteria.
0:11:17 > 0:11:21And brought a little bit of magic back into the house.
0:11:21 > 0:11:23There's no doubt our good guys
0:11:23 > 0:11:26brought Andy, Janet and Luke a ray of sunshine.
0:11:26 > 0:11:30But the family still had plenty to do to achieve their dream home.
0:11:33 > 0:11:36It's been over a year since I last saw the Wood family.
0:11:36 > 0:11:40Although we got them back on track, they had plans to complete the job.
0:11:40 > 0:11:42I can't wait to see how they got on.
0:11:47 > 0:11:52- Hello.- Hello.- How are you? Good to see you again, Janet. Andy.
0:11:52 > 0:11:55How the devil are you? It's been about a year, roughly.
0:11:55 > 0:11:58- Just over.- Is it just over?- Yeah. - Just over a year.
0:11:58 > 0:12:00Straightaway, as I've walked up the driveway,
0:12:00 > 0:12:04I've noticed you've put a gate and a fence up, so that's one thing,
0:12:04 > 0:12:06but I'd like to find out how you've moved on
0:12:06 > 0:12:08since the last time I was here.
0:12:10 > 0:12:12You're having a laugh!
0:12:12 > 0:12:15What a change! I can't believe it!
0:12:15 > 0:12:19'I'm gobsmacked. Before, it was dark and dingy.
0:12:19 > 0:12:22'Now it's light, fresh and ever so modern.
0:12:22 > 0:12:24'The couple have put new tiling down
0:12:24 > 0:12:26'and installed a gorgeous new kitchen.
0:12:26 > 0:12:30'And even more impressive, it's almost all the work of one man.
0:12:30 > 0:12:34'Andy's learnt a thing or two about DIY since I was last here.'
0:12:34 > 0:12:36What a great job. Did you enjoy doing it?
0:12:36 > 0:12:40Yeah. It was what we wanted at the end of the day.
0:12:40 > 0:12:44Get the kitchen in and start living in here. I cracked on.
0:12:44 > 0:12:47Did it inspire you once we'd left to crack on with something like this?
0:12:47 > 0:12:49It gave us the strength to carry on.
0:12:49 > 0:12:52Without the rest of the house being done and whatever,
0:12:52 > 0:12:55I'd never have done this. It was never going to happen.
0:12:55 > 0:12:59'This kitchen might be special, but there's more around the corner.'
0:12:59 > 0:13:03- Ah! This was the thing I was looking forward to, eh, Janet?- I know!
0:13:03 > 0:13:06- Fantastic!- It's brilliant, isn't it?
0:13:06 > 0:13:08'I remember what this room was like
0:13:08 > 0:13:11'when I came through the door in 2011.
0:13:11 > 0:13:15'They had open-plan living taken to the extreme.
0:13:15 > 0:13:18'Now look at it!'
0:13:18 > 0:13:20You've got to be proud of yourself,
0:13:20 > 0:13:22and it looks fantastic, the way it's laid out.
0:13:24 > 0:13:27'With the fresh green walls and the huge bi-fold doors,
0:13:27 > 0:13:30'Andy and Janet really have created a perfect place
0:13:30 > 0:13:34'to watch all four seasons pass in their delightful garden.'
0:13:36 > 0:13:39Let's see if we can get these doors open.
0:13:39 > 0:13:43Let's see what it's like. Look at that. Look at that!
0:13:43 > 0:13:47Now, that...is beautiful!
0:13:47 > 0:13:50I think you've both done fantastically well
0:13:50 > 0:13:53to get to this position from where you were.
0:13:53 > 0:13:58This cowboy builder really ripped the heart out of you, to be fair.
0:13:58 > 0:13:59Oh, God, yeah.
0:13:59 > 0:14:03You gave us a bit of a lifeline when we were in a dark, horrible place.
0:14:03 > 0:14:07'It's lovely to see Andy and Janet with their spark back.
0:14:07 > 0:14:10'But what's really gratifying is knowing they've learned
0:14:10 > 0:14:14'the hard financial lessons of their experience.'
0:14:14 > 0:14:18The outlay of the money, we should have strictly stuck at...
0:14:18 > 0:14:21releasing the money at certain stages.
0:14:21 > 0:14:23It just run away from us.
0:14:23 > 0:14:26The contract was drawn up and signed straightaway.
0:14:26 > 0:14:29We didn't have any cooling-down period to sit down and go...
0:14:29 > 0:14:32"Let's check this over properly."
0:14:32 > 0:14:36And legally, they're supposed to write in
0:14:36 > 0:14:38a seven-day cooling off period as well.
0:14:38 > 0:14:42The thing is, a lot of these guys, a lot of these cowboys and rogues
0:14:42 > 0:14:45will actually try and start work straightaway, so...
0:14:45 > 0:14:49- That's what he did.- The spade was in the ground the same day.
0:14:49 > 0:14:50Oh, yeah.
0:14:50 > 0:14:54Wow! This couple have come on amazingly.
0:14:54 > 0:14:58Andy is taking me upstairs to show me the changes to Luke's bedroom.
0:14:58 > 0:15:04- Come on in.- Well, it looks a whole heap different, that's for sure.
0:15:04 > 0:15:08I mean, when we left it, it was bare plastered walls, that was your lot.
0:15:08 > 0:15:12Back then it was clean, secure, but it needed a teenage makeover.
0:15:12 > 0:15:14Father and son have gone to work.
0:15:14 > 0:15:18They've painted the walls, fitted laminate flooring
0:15:18 > 0:15:22and made it every bit a teenage hideaway.
0:15:22 > 0:15:24I chose the colours in this room
0:15:24 > 0:15:27because they look bright, it makes the room look lighter
0:15:27 > 0:15:29and I get peace up here from my mum and dad.
0:15:29 > 0:15:33And having his own space has brought the family closer than ever.
0:15:33 > 0:15:37I'm proud of what my dad has done. I'm proud of the extension.
0:15:37 > 0:15:40I'm glad it's all come together well.
0:15:40 > 0:15:43But what about Andy and Janet's relationship?
0:15:43 > 0:15:44Have they finally managed
0:15:44 > 0:15:47to put the spectre of the cowboy builder behind them?
0:15:47 > 0:15:50- It's slow. It's getting out of it. - It's not easy, is it?
0:15:50 > 0:15:53It's not easy because it's still a pressure that's going on.
0:15:53 > 0:15:57You've had a lot of the pressure of doing the work.
0:15:57 > 0:16:01It's easing. We've had a couple of days out recently
0:16:01 > 0:16:04where we've said, "Forget the build, forget it.
0:16:04 > 0:16:06"I don't want to do it today."
0:16:06 > 0:16:09We're coming home and cooking tea and going out for the day.
0:16:09 > 0:16:13- Congratulations.- Thank you, Clive. - We needed you last time.
0:16:13 > 0:16:15And this time, it's been a pleasure to have you back.
0:16:17 > 0:16:20You know, it's been great to catch up with the lovely Wood family again
0:16:20 > 0:16:24and to see just how far they've come since the last time we met.
0:16:24 > 0:16:28I have to say, the work that's been carried out is fantastic so far.
0:16:28 > 0:16:29Still a little bit yet to do,
0:16:29 > 0:16:33but with Andy's newly-acquired DIY skills,
0:16:33 > 0:16:35I'm confident that it will get done.
0:16:35 > 0:16:39One thing's for sure, this cowboy builder may have ripped them off,
0:16:39 > 0:16:42but he's never going to tear them apart.
0:16:42 > 0:16:45Andy and Janet learned the hard way how crucial it is
0:16:45 > 0:16:49to keep your financial wits about you when you have the builders in.
0:16:49 > 0:16:54Stick to an agreed payment schedule and never pay a lump sum upfront.
0:16:54 > 0:16:56It's a lesson that could have prevented our next couple
0:16:56 > 0:17:00from losing their savings on a project that never got under way.
0:17:01 > 0:17:04I've returned to Stafford in the Midlands,
0:17:04 > 0:17:06the county town of Staffordshire,
0:17:06 > 0:17:10with a long history of shoemaking dating back to the 15th century.
0:17:10 > 0:17:12A fact that's sadly appropriate,
0:17:12 > 0:17:14because the couple I'm here to catch up with
0:17:14 > 0:17:17not only saw their dreams kicked into touch,
0:17:17 > 0:17:19they were kicked in the teeth, too.
0:17:19 > 0:17:21I stood in the kitchen and I cried.
0:17:21 > 0:17:24I thought, "This is just ridiculous, it's just like camping."
0:17:24 > 0:17:27You know, it's just absolutely ridiculous.
0:17:27 > 0:17:32I can't begin to tell you how heartbreaking it's been.
0:17:32 > 0:17:35Meet Mel Potter and Kim Chapman.
0:17:35 > 0:17:37Mel's a marketing manager, and Kim's an artist.
0:17:37 > 0:17:40When they moved in together, Kim decided
0:17:40 > 0:17:43the house needed a woman's touch, starting with the kitchen.
0:17:43 > 0:17:47Kim is a keen cook and dreamed for a modern kitchen
0:17:47 > 0:17:50that would do justice to her culinary skills.
0:17:50 > 0:17:53Because it's so narrow and small, you know,
0:17:53 > 0:17:56you have to really kind of squeeze things in.
0:17:56 > 0:17:59Our new kitchen was going to be twice the size it is now
0:17:59 > 0:18:03with a new roof with glass windows in the roof
0:18:03 > 0:18:07and a central island. It would have been lovely.
0:18:07 > 0:18:09Like the Woods,
0:18:09 > 0:18:12Mel and Kim asked their architect to recommend a builder.
0:18:12 > 0:18:15And like the Woods, they failed to take up references
0:18:15 > 0:18:18or make any proper checks of their own.
0:18:18 > 0:18:20We know where this one's going, don't we?
0:18:20 > 0:18:24Well, he said he'd worked with them on numerous projects, didn't he?
0:18:24 > 0:18:25That's right, yeah.
0:18:25 > 0:18:29They looked reputable because all the equipment, the diggers,
0:18:29 > 0:18:31they'd all got their names on,
0:18:31 > 0:18:34and they'd got a really fancy office in a very affluent area.
0:18:34 > 0:18:37They seemed to be legit.
0:18:37 > 0:18:41They may have seemed to be legit, but take a tip from me.
0:18:41 > 0:18:46Don't mistake nice diggers or a fancy-looking brand for legitimacy.
0:18:46 > 0:18:49The same goes for websites and glossy brochures.
0:18:49 > 0:18:52Remember, it's the work that builders do that counts.
0:18:52 > 0:18:54Their reputation is everything.
0:18:54 > 0:18:57Make sure you get three references for recent work.
0:18:57 > 0:19:00And if in doubt, check your builder's trustworthiness
0:19:00 > 0:19:03with your local trading standards office.
0:19:05 > 0:19:08Mel and Kim thought their builder would be respectable.
0:19:08 > 0:19:11And he quoted them £23,000 for their new extension.
0:19:11 > 0:19:15They paid him £5,000 upfront to start the work.
0:19:15 > 0:19:19Yes, £5,000 before work even started.
0:19:19 > 0:19:21What were they thinking?
0:19:21 > 0:19:25Thank heavens they were there to supervise the job. Weren't they?
0:19:25 > 0:19:29The day after they started, we went away for three weeks.
0:19:29 > 0:19:31We were contacted twice while we were away
0:19:31 > 0:19:34to say that they'd left the site.
0:19:34 > 0:19:39And when Mel and Kim came back from holiday, this is what greeted them.
0:19:39 > 0:19:41A huge hole outside the back door,
0:19:41 > 0:19:44tools and rubble all over the garden,
0:19:44 > 0:19:47damage to both neighbours' property
0:19:47 > 0:19:49and the kitchen hadn't changed a bit.
0:19:51 > 0:19:55This room was out of action. The kitchen was out of action.
0:19:55 > 0:19:57The garden was out of action.
0:19:57 > 0:20:00It was like living in a bedsit.
0:20:00 > 0:20:03By now, alarm bells were ringing for Mel and Kim,
0:20:03 > 0:20:05but with so much money paid upfront,
0:20:05 > 0:20:08they had no option but to persevere with their builder.
0:20:08 > 0:20:10What a shame!
0:20:10 > 0:20:13Because this mess dragged on for the next 18 months.
0:20:13 > 0:20:16You heard right 18 months of delays,
0:20:16 > 0:20:18excuses and incompetence
0:20:18 > 0:20:22which ended up with Mel and Kim bringing in their lawyers.
0:20:22 > 0:20:24Mel and Kim handed their cowboy builders
0:20:24 > 0:20:26£5,000 of their hard-earned cash
0:20:26 > 0:20:29and had nothing but a mess to show for it.
0:20:29 > 0:20:31And the last time I met them,
0:20:31 > 0:20:35they had a hefty £4,000 legal bill to add to the costs.
0:20:35 > 0:20:39It was 2009 when I had my first gander at the bodged work.
0:20:39 > 0:20:42Within seconds, it was clear they were in a right pickle
0:20:42 > 0:20:45and that their dreams of a kitchen extension
0:20:45 > 0:20:48had gone down the plughole.
0:20:48 > 0:20:49Ooh! It's rather bijou, this.
0:20:49 > 0:20:51It's like a galley kitchen.
0:20:51 > 0:20:56- Yes, it is.- Tell us what the plan was for your dream kitchen.
0:20:56 > 0:20:58Well, it was to be twice the size.
0:20:58 > 0:21:00Unfortunately, that didn't happen.
0:21:00 > 0:21:02It wasn't hard to see
0:21:02 > 0:21:05why Mel and Kim were desperate for a new kitchen.
0:21:05 > 0:21:08The floor was a shambles, the cupboards falling off,
0:21:08 > 0:21:11even the cooker was as dead as a dodo.
0:21:11 > 0:21:14I'm going to be honest with you. It's horrible!
0:21:14 > 0:21:16- Show me outside. - SHE LAUGHS
0:21:16 > 0:21:20'The garden was no better. That's if we could get out to see it.'
0:21:20 > 0:21:23I see what you mean. That is a real struggle.
0:21:23 > 0:21:25Yeah. I haven't been able to open it for two years.
0:21:25 > 0:21:27Let me have a go.
0:21:29 > 0:21:32- How's that?- Well done. - After you, missus.
0:21:34 > 0:21:40- They've created you a blooming obstacle course.- Haven't they just!
0:21:40 > 0:21:42'If the house was a mess,
0:21:42 > 0:21:46'the garden looked like someone had been playing Bob The Builder.
0:21:46 > 0:21:49'The future at that moment felt bleak.
0:21:49 > 0:21:52'I was desperate to see Kim smile again.'
0:21:52 > 0:21:55I tell you something else, too out of all the mess you've got going on,
0:21:55 > 0:21:57what would you like us to do for you?
0:21:57 > 0:22:01I don't want the extension any more. I just couldn't cope with that.
0:22:01 > 0:22:03Just a new kitchen, please.
0:22:03 > 0:22:05It's as good as done.
0:22:05 > 0:22:09'But before we got started, I wanted a powwow with Mel and Kim
0:22:09 > 0:22:11'to try and get my head around how the builders
0:22:11 > 0:22:15'had managed to get away with doing so little for so long.'
0:22:15 > 0:22:18They blamed it on the borough council at first.
0:22:18 > 0:22:20"Oh, he doesn't like us."
0:22:20 > 0:22:23Until you start talking to other people, like the borough surveyor,
0:22:23 > 0:22:25he referred to them as muppets.
0:22:25 > 0:22:27He rang me up at work one day
0:22:27 > 0:22:29and said, "I don't do this, "I never do this.
0:22:29 > 0:22:34"However, I've been down three times, they're working without plans.
0:22:34 > 0:22:37"What you've got to consider is their next stage
0:22:37 > 0:22:39"is they are going to take out the side of your house.
0:22:39 > 0:22:43"Do you really want these people removing the side of your house?"
0:22:43 > 0:22:44You employ these people
0:22:44 > 0:22:47and you think they are the people who know what they're doing
0:22:47 > 0:22:49and they're going to do this for you
0:22:49 > 0:22:52and you have to give them a certain amount of trust.
0:22:52 > 0:22:56We began to work out that we were being told...basically lies.
0:22:56 > 0:23:00We really did trust the men. They completely abused that trust.
0:23:00 > 0:23:01What was the stress actually like
0:23:01 > 0:23:05when you thought to yourself, "I've nowhere to turn"?
0:23:05 > 0:23:07I'd come in on an evening
0:23:07 > 0:23:10and see what they haven't done or what they have done
0:23:10 > 0:23:16and completely, um...going up like a bottle of pop.
0:23:16 > 0:23:18I've got to say, we were both in tears at times.
0:23:18 > 0:23:22They've got your money, they've got your property in a state,
0:23:22 > 0:23:24they've got their equipment everywhere.
0:23:24 > 0:23:28They have got completely control of the situation
0:23:28 > 0:23:31and there's very little, you find out, that you can do.
0:23:31 > 0:23:37After shelling out nearly £10,000 to get a dream kitchen extension,
0:23:37 > 0:23:41all Mel and Kim received was a whole heap of hassle.
0:23:41 > 0:23:45So it was great to bring in the good guys who began to weave their magic.
0:23:45 > 0:23:47First, the old kitchen came out,
0:23:47 > 0:23:50then we fitted some spanking-new splashback tiles
0:23:50 > 0:23:54and turned this dog's breakfast into a chef's special.
0:23:54 > 0:23:58And though she was very patient, it was clear Kim was excited.
0:23:58 > 0:24:01I can't wait for everything to go back in its place
0:24:01 > 0:24:05and to be able to go into the kitchen.
0:24:05 > 0:24:07And I couldn't wait to take her there.
0:24:07 > 0:24:10This is always one of my favourite moments,
0:24:10 > 0:24:13showing people the transformation we've achieved.
0:24:13 > 0:24:16Don't worry, I've got you. Slightly to the right.
0:24:16 > 0:24:20I'm just going to position you in the right position. You ready?
0:24:20 > 0:24:23- Yep.- Three, two, one, open your eyes.
0:24:23 > 0:24:26SHE GASPS Oh, it's fab!
0:24:26 > 0:24:30She was blown away by what the good guys had done.
0:24:30 > 0:24:32Before, it was a pigsty.
0:24:32 > 0:24:35Everywhere you looked was bodged, bungled or battered.
0:24:35 > 0:24:38Not now this was one cool kitchen.
0:24:38 > 0:24:40Oh, it's wonderful! It's just...
0:24:40 > 0:24:43I'm speechless! I can't believe it!
0:24:43 > 0:24:46- Oh, thank you so much! - Are you loving that?
0:24:46 > 0:24:48Oh, look at the floor!
0:24:48 > 0:24:52I'd just got no idea it could be this...
0:24:52 > 0:24:55It's just absolutely wonderful!
0:24:55 > 0:24:57Ooh, I could snog the face off you!
0:24:57 > 0:24:59THEY LAUGH
0:24:59 > 0:25:02We don't mind a bit of that!
0:25:02 > 0:25:05We left Mel and Kim one happy couple.
0:25:05 > 0:25:09It was now over to them in the hope they'd learn from their mistakes
0:25:09 > 0:25:13and would finally realise their dream of a perfect home sweet home.
0:25:16 > 0:25:18I was delighted to help this lovely couple last time
0:25:18 > 0:25:21and I can't wait to see how things have been progressing
0:25:21 > 0:25:23since I was last here, so let's find out.
0:25:23 > 0:25:26It's hard to believe it's been over three years.
0:25:28 > 0:25:30Hello!
0:25:30 > 0:25:33- I tell you what, how are you, Kim? Are you all right?- Yeah.
0:25:33 > 0:25:35You're looking great, by the way!
0:25:35 > 0:25:37And so are you, so are you, sir.
0:25:37 > 0:25:41I tell you what, it's great to be back, that's for sure.
0:25:41 > 0:25:44The hair and everything! What about my hair? Do you think it looks good?
0:25:44 > 0:25:48- Er...yeah, yeah, yeah.- Great. Thanks. Shall we come in and have a look?
0:25:48 > 0:25:52'First on the tour itinerary is that glamorous galley kitchen.'
0:25:52 > 0:25:54Oh, this brings back memories.
0:25:54 > 0:25:57First of all, the thing that brings back loads of memories
0:25:57 > 0:25:59is something we didn't do,
0:25:59 > 0:26:01and that's that lovely kettle of yours.
0:26:01 > 0:26:04You got it from the electrical shop just to finish it off.
0:26:04 > 0:26:09- I mean...wow!- I know. The change was just amazing.- Yeah.
0:26:09 > 0:26:12'But Mel and Kim have engineered a change of their own
0:26:12 > 0:26:14'that's every bit as amazing.
0:26:14 > 0:26:16'That dodgy door has long gone,
0:26:16 > 0:26:21'though it's what it leads out on that immediately catches my eye.'
0:26:21 > 0:26:24Yes! Look at this. Wow! That looks incredible!
0:26:24 > 0:26:27That looks so different!
0:26:27 > 0:26:29'Now, that's a sight for sore eyes.
0:26:29 > 0:26:32'This place used to look like a right scrap yard
0:26:32 > 0:26:33'with bits of debris everywhere.
0:26:33 > 0:26:38'Now, with Cotswold flagstones and a neat touch in garden furniture,
0:26:38 > 0:26:41'it's a great place to indulge in some cafe culture.'
0:26:41 > 0:26:44- It's great for a glass of wine. - Chill out, read the papers.
0:26:44 > 0:26:47Bit of a croissant. You're a cosmopolitan chap, aren't you?
0:26:47 > 0:26:49- THEY LAUGH - I can see that.
0:26:49 > 0:26:52'Cosmopolitan and with green fingers, too.'
0:26:52 > 0:26:56What a difference! I can't believe it!
0:26:56 > 0:27:00I mean, what you've done even in three years, I've got to be honest,
0:27:00 > 0:27:03most people wouldn't have been able to have done in five years.
0:27:03 > 0:27:06'Before, this place had a caravan sinking into the soil,
0:27:06 > 0:27:09'bags of mortar and cement lying everywhere.
0:27:09 > 0:27:12'Someone has been a very busy bee.'
0:27:12 > 0:27:16- We've just done it ourselves. - Yeah, we hired a skip, didn't we?
0:27:16 > 0:27:18So you've done all this yourself.
0:27:18 > 0:27:21What in terms of your paving? Did you do that?
0:27:21 > 0:27:23Yeah. Kim and I just did all of this ourselves and learned.
0:27:23 > 0:27:27We got a book and learned how to do paving.
0:27:27 > 0:27:31'It's fantastic to see Mel and Kim's household horrors behind them.
0:27:31 > 0:27:35'What's more, this story has a proper happy ending
0:27:35 > 0:27:38'because I've saved the best till last.'
0:27:38 > 0:27:41I hear that wedding bells have rung since I last spoke to you.
0:27:41 > 0:27:47Yes. We got married on 30th June 2010 down in Cornwall.
0:27:47 > 0:27:51- Wow! Congratulations. - Thank you very much.
0:27:51 > 0:27:52You're a great couple,
0:27:52 > 0:27:57and I'm dead chuffed to hear that things have progressed.
0:27:57 > 0:28:00'It's great hearing this.
0:28:00 > 0:28:03'It's taken three years, but thanks to Cowboy Trap,
0:28:03 > 0:28:05'this couple have successfully managed
0:28:05 > 0:28:07'to see off a cowboy from their ranch.'
0:28:07 > 0:28:11It's been a really positive experience for Mel and Kim.
0:28:11 > 0:28:13It's inspired them to do some DIY,
0:28:13 > 0:28:16and they've got married since the last time I was here,
0:28:16 > 0:28:18which is fantastic news.
0:28:18 > 0:28:21But I have to say, there are still a lot of people out there
0:28:21 > 0:28:23that are caught up in the cowboy trap,
0:28:23 > 0:28:26so I need to get back on the road and answer their call.
0:28:27 > 0:28:31Subtitles by Red Bee Media Ltd