0:00:02 > 0:00:04I've been fighting your consumer battles for years now,
0:00:04 > 0:00:07but the same old problems just keep flooding in.
0:00:08 > 0:00:10And it's all the usual suspects.
0:00:10 > 0:00:14Poor customer service, faulty goods, and hidden small print.
0:00:14 > 0:00:17No wonder some of you are fed up with the way you're being treated.
0:00:18 > 0:00:24The most frustrating thing about being a customer in the UK is the lack of customer service.
0:00:24 > 0:00:26You know what really grinds my gears?
0:00:26 > 0:00:29When I place an order, and the company get it wrong,
0:00:29 > 0:00:32I have to call them back and then tell them they've got it wrong.
0:00:32 > 0:00:34You know, it just...
0:00:34 > 0:00:35I couldn't agree more.
0:00:35 > 0:00:37Things need to change,
0:00:37 > 0:00:40and we're on a mission to get companies to treat us better.
0:00:40 > 0:00:45I'll be taking your cases and fighting your fight with the big companies.
0:00:45 > 0:00:49Once he realises exactly what I'm fighting here,
0:00:49 > 0:00:51I'll be very surprised if he wants to argue with me.
0:00:51 > 0:00:55And I'll be showing you how to shop smart and stay one step ahead.
0:00:55 > 0:00:58- This is one of those few things that you need to look out for.- Yeah.
0:00:58 > 0:01:00And you, you should probably keep hold of all your clothes
0:01:00 > 0:01:03so your daughter doesn't sell them.
0:01:03 > 0:01:06- So remember - Don't Get Done... - Get Dom.
0:01:10 > 0:01:12Coming up on today's programme -
0:01:12 > 0:01:15a pensioner who wants his cash back on an unwanted stairlift
0:01:15 > 0:01:17and has called me in to help...
0:01:18 > 0:01:22I couldn't understand why you couldn't get in touch with anyone.
0:01:23 > 0:01:28..our industry insider dishes the dirt on dodgy mechanics...
0:01:28 > 0:01:31Took the parts out, cleaned them up, sprayed them black,
0:01:31 > 0:01:35put them back in, and that could potentially lead to fatal consequences.
0:01:35 > 0:01:37..and Rani Price hits the streets
0:01:37 > 0:01:41to find out where you're wrong about your consumer rights.
0:01:41 > 0:01:44- Ah! Did you know that? - I didn't know that.
0:01:49 > 0:01:51Lovely. Thanks ever so much.
0:01:51 > 0:01:54You know, buying something new can be very, very exciting.
0:01:54 > 0:01:56Sometimes, a little bit further down the line,
0:01:56 > 0:01:58you realise you've been caught up in the moment
0:01:58 > 0:02:02and you might possibly want to change your mind.
0:02:02 > 0:02:05But if you don't know your legal rights, you might live to regret it.
0:02:07 > 0:02:08Ouch!
0:02:09 > 0:02:13Meet 81-year-old pensioner Bill Baker from Essex.
0:02:13 > 0:02:16In May 2012, he paid a hefty £850
0:02:16 > 0:02:20over the phone to RJ Mobility
0:02:20 > 0:02:24as a deposit for a stairlift, but, with no paperwork to seal the deal,
0:02:24 > 0:02:27Bill decided to back out three working days later.
0:02:29 > 0:02:36It worried me all over the weekend so on the Monday, I rang to cancel the contract.
0:02:36 > 0:02:38Although the company agreed to cancel the contract,
0:02:38 > 0:02:42they refused to refund Bill's money and six months later,
0:02:42 > 0:02:46he is still high and dry with no new stairlift and a big dent in his wallet.
0:02:49 > 0:02:52I haven't heard from no-one, apart from the letter saying
0:02:52 > 0:02:54when I cancelled.
0:02:54 > 0:02:55But to speak to, no,
0:02:55 > 0:03:00because I've never been able to get through to talk to anyone.
0:03:00 > 0:03:04After waiting five months for a refund from RJ Mobility,
0:03:04 > 0:03:06Bill is at his wit's end and that's where I come in.
0:03:09 > 0:03:11Sounds to me like Bill's stairlift has landed him
0:03:11 > 0:03:13in a little spot of bother.
0:03:13 > 0:03:16Which brings me to my favourite county, Essex,
0:03:16 > 0:03:18to have a little chinwag with him.
0:03:24 > 0:03:27- Morning!- Morning, Dom.- You must be Bill.- Yeah. Pleased to meet you.
0:03:27 > 0:03:30- And you too.- Come in.
0:03:30 > 0:03:32Bill hadn't started out wanting a new stairlift.
0:03:32 > 0:03:35He'd been quite happy with the second-hand one which had
0:03:35 > 0:03:39served him and his late wife well for many years.
0:03:39 > 0:03:42If I have to take anything upstairs I put it on my lap and take it up.
0:03:42 > 0:03:47It saves me climbing up the stairs. And yeah, it's very useful actually.
0:03:47 > 0:03:50However, in May 2012, it broke down.
0:03:51 > 0:03:55I was halfway up the stairs, I heard this click, and I saw this
0:03:55 > 0:04:01white strip coming out and I didn't know what was going to happen.
0:04:01 > 0:04:04Bill was keen to get the stairlift fixed as quickly as possible,
0:04:04 > 0:04:09and called a freephone number for a company called RJ Mobility.
0:04:09 > 0:04:11But I want to know how he found them.
0:04:11 > 0:04:15Let's hear it from the horse's mouth, and I hope you don't mind me saying that.
0:04:15 > 0:04:16- No.- What happened?
0:04:16 > 0:04:20- Well, neighbour round the corner, we swap newspapers.- Right.
0:04:20 > 0:04:23So I was round there and he said, "Oh, Bill, by the way,
0:04:23 > 0:04:26"I found a number in the local paper," he said, "mobility,"
0:04:26 > 0:04:32he said, "and it's an 0800 and it's nearer home."
0:04:32 > 0:04:35- The company was closer to you? - Well, as far as I knew.
0:04:35 > 0:04:38Anyway, I phoned this number...
0:04:38 > 0:04:46and I got the "all our operators are busy but if you'd like to, after the tone you leave a message
0:04:46 > 0:04:49"and we'll get back to you at the first working day."
0:04:50 > 0:04:53RJ Mobility had an address based in Central London
0:04:53 > 0:04:57and the response to fix Bill's existing stairlift was very
0:04:57 > 0:05:00prompt when their engineer came to sort out the problem.
0:05:01 > 0:05:04I phoned them to come out, which they did,
0:05:04 > 0:05:08and he put it back and that's when I said to him,
0:05:08 > 0:05:11"I might be interested in another stairlift."
0:05:11 > 0:05:14The engineer repaired Bill's stairlift for £69.
0:05:14 > 0:05:15Did it all work OK then?
0:05:15 > 0:05:18Yes, it went all right. I said, "If it gets any...
0:05:18 > 0:05:21"if I get any more bother," I said, "I might think about another one."
0:05:21 > 0:05:24"It's fitted now," he said, "but it will break down again."
0:05:24 > 0:05:27Bill's old stairlift potentially breaking again meant
0:05:27 > 0:05:30the idea of a new one was attractive to him.
0:05:30 > 0:05:33And it wasn't long before RJ Mobility presented him with an offer.
0:05:35 > 0:05:38Tell me about the next day, when this guy phoned you up.
0:05:38 > 0:05:42He just said about the stairlift, it was £1,850 and then he went
0:05:42 > 0:05:46and saw the manager and then he come back with £1,700.
0:05:46 > 0:05:50And that's when I gave out £850.
0:05:50 > 0:05:53- And you paid with your debit card? - Yes.
0:05:53 > 0:05:55- So the money, gone.- Yes.
0:05:55 > 0:05:56Let me get something right.
0:05:56 > 0:05:58They came round on Tuesday to fix it,
0:05:58 > 0:06:01Wednesday they sold you a new one over the phone,
0:06:01 > 0:06:04took a deposit, Thursday they came round to measure up.
0:06:04 > 0:06:06Did the guy who came round on Thursday give you
0:06:06 > 0:06:09- receipts, contracts, anything else?- No.- Nothing at all?- No.- Right.
0:06:09 > 0:06:11Well, straightaway that's not right,
0:06:11 > 0:06:13because you paid a deposit over the phone
0:06:13 > 0:06:17so you've entered into a contract now, as has the company,
0:06:17 > 0:06:20who's told you they're going to supply the goods.
0:06:20 > 0:06:22But at some point you need to be given a contract,
0:06:22 > 0:06:25or a receipt or an invoice, you need to have something, don't you?
0:06:25 > 0:06:28You don't give someone 850 quid and that's it,
0:06:28 > 0:06:30just trust what they're going to say.
0:06:30 > 0:06:33- Did you ever receive any paperwork? - No, no.
0:06:33 > 0:06:37The only paperwork Bill has received from RJ Mobility has been
0:06:37 > 0:06:39a receipt for the repair he had done
0:06:39 > 0:06:42and a letter confirming his cancellation of the stairlift.
0:06:42 > 0:06:44Nothing for the purchase of it.
0:06:44 > 0:06:48Maybe Bill should have taken the initiative and requested a receipt himself.
0:06:48 > 0:06:51A day after paying, Bill told his nephew, Mike,
0:06:51 > 0:06:54what had happened and Mike also expressed concerns.
0:06:56 > 0:06:58He called me to tell me he had bought a new stairlift,
0:06:58 > 0:07:00and I said, "Oh, that's great, what have you done?"
0:07:00 > 0:07:05So he said, "Well, I've paid a deposit - £850." So I said to him,
0:07:05 > 0:07:07"Well, how have they taken it?"
0:07:08 > 0:07:11"I've given him my debit card details over the telephone."
0:07:13 > 0:07:16So, there were some alarm bells started to ring to me,
0:07:16 > 0:07:20so I said to him, "What's on the contract?"
0:07:20 > 0:07:23And he said, "I haven't got a contract."
0:07:23 > 0:07:26So I thought, "That's rather strange."
0:07:26 > 0:07:29So I said to Bill, "You're telling me that they've taken this money
0:07:29 > 0:07:32"and they haven't given you a contract?"
0:07:32 > 0:07:34So he said, "No."
0:07:34 > 0:07:37So I said, "Well, if I was you I would go down to the bank
0:07:37 > 0:07:42"and just see if it's possible you can actually stop that deposit."
0:07:43 > 0:07:47On the Friday, two days after purchase, Bill went to his bank,
0:07:47 > 0:07:50but unfortunately the deposit had already been paid out
0:07:50 > 0:07:54through his debit card and just a day after this money had been taken,
0:07:54 > 0:07:58an engineer from RJ Mobility came round to measure Bill's stairs.
0:07:58 > 0:08:02Now to my mind, that's the time when he should have
0:08:02 > 0:08:05got his contract, and at least, and a receipt for the deposit.
0:08:06 > 0:08:07Nothing.
0:08:07 > 0:08:10All the engineer said was, "Yes, we've taken the measurements
0:08:10 > 0:08:12"and we'll be in touch."
0:08:12 > 0:08:15As far as the law's concerned, this doesn't seem right to me.
0:08:15 > 0:08:16What happened next?
0:08:16 > 0:08:19It worried me all over the weekend,
0:08:19 > 0:08:22so I got to them on the Monday but they were busy.
0:08:22 > 0:08:27So I left a message to say phone me back, which they did,
0:08:27 > 0:08:29and that's when I told them that I wanted to cancel
0:08:29 > 0:08:33because my finances weren't what I thought they were.
0:08:33 > 0:08:36So you got this letter from the manager. What did it say, just roughly?
0:08:36 > 0:08:39It just said, sorry that you've cancelled your contract
0:08:39 > 0:08:43but we can't refund your deposit.
0:08:43 > 0:08:47They must have given you a reason why they were saying they weren't going to refund you it.
0:08:47 > 0:08:53Yeah, because the stairlift had already been cut to my measurements.
0:08:53 > 0:08:56They said that you can't have your deposit back because
0:08:56 > 0:08:58they made changes to the one they were going to install.
0:08:58 > 0:09:00- Yes.- And it's in their warehouse, and it's tough,
0:09:00 > 0:09:03you're not going to get any of your money back, did they say?
0:09:03 > 0:09:05He said that if someone comes in with the same
0:09:05 > 0:09:10measurements as yours, they pay, and then you'll get your deposit back.
0:09:10 > 0:09:12It's from May till now.
0:09:12 > 0:09:15And I've never heard a word from them since.
0:09:15 > 0:09:19Bill's waited just over six months to get his deposit back
0:09:19 > 0:09:22and potentially, he could be waiting a lot longer for someone with
0:09:22 > 0:09:24exactly the same measurements.
0:09:25 > 0:09:28- Your nephew got involved and started speaking to them.- Yes.
0:09:28 > 0:09:30He's the guy that wrote to me. So what did he say?
0:09:30 > 0:09:32He came up to the Citizens Advice with me.
0:09:32 > 0:09:34Good for you. That was a good move, yeah.
0:09:34 > 0:09:37Cos I went up there on my own...
0:09:37 > 0:09:41And they tried to gain contact with them, and they couldn't get any response.
0:09:41 > 0:09:43So they ignored the Citizens Advice Bureau?
0:09:43 > 0:09:46Well, as far as I know, they never heard a word from them.
0:09:46 > 0:09:49Bill, you're 81 years old, you're obviously living on a pension.
0:09:49 > 0:09:52- How important is £850 to you? - Very important. Very important.
0:09:52 > 0:09:56- Can you afford to lose it?- No. - I don't think you've been a fool,
0:09:56 > 0:09:59I don't think you've done anything wrong,
0:09:59 > 0:10:01I just don't think the company has done what it's legally
0:10:01 > 0:10:04obliged to do, and I'll be really interested to find out why.
0:10:04 > 0:10:07- Have you any idea who the boss is? - No.
0:10:07 > 0:10:09All you know is this company,
0:10:09 > 0:10:12RJ Mobility in Regent Street with a freephone number.
0:10:12 > 0:10:14OK, that gives me plenty to go on.
0:10:14 > 0:10:21- Just before I go, what would you like out of this?- Money back. - As simple as that, really, isn't it?
0:10:21 > 0:10:26- Bill, it has been lovely meeting you.- Thank you very much. Cheerio.
0:10:28 > 0:10:33Bill is 81 years old. Like most pensioners, he can't afford to throw away £850.
0:10:33 > 0:10:36I want to find out why RJ Mobility have ignored his
0:10:36 > 0:10:40and the Citizens Advice Bureau's request to return his money.
0:10:40 > 0:10:44More importantly, do they plan on doing the same thing to me?
0:10:44 > 0:10:49Now, this sort of case, when you're talking about somebody particular vulnerable,
0:10:49 > 0:10:51really gets my goat.
0:10:51 > 0:10:56Before I get in touch with the company I always find out more.
0:10:56 > 0:11:00To my surprise, I find three RJ Mobilities.
0:11:00 > 0:11:04One in the US, not them, one in North Yorkshire, also nothing to do with them
0:11:04 > 0:11:08and finally, the one I'm looking for in London.
0:11:08 > 0:11:12It appears they are actually part of a bigger company.
0:11:12 > 0:11:17Scooter Rescue Services, trading as RJ Mobility.
0:11:17 > 0:11:19When I had a look at their order pad,
0:11:19 > 0:11:23the first thing I noticed is they have a very prestigious head office address.
0:11:23 > 0:11:27It's on Regent Street in London. Nice.
0:11:27 > 0:11:31But this is just a virtual office
0:11:31 > 0:11:36and Scooter Rescue Services Ltd are listed as being in Biggin Hill, Kent.
0:11:36 > 0:11:40They state that they've been around since 1988 and specialise
0:11:40 > 0:11:46in selling and servicing quality used stairlifts, scooters and power chairs.
0:11:46 > 0:11:50Their motto is "close enough to care."
0:11:50 > 0:11:54So, let's see if I can get them to start caring again.
0:11:54 > 0:11:57VOICE MESSAGE: Welcome to RJ Mobility.
0:11:57 > 0:12:00We are temporarily occupied on the phones right now.
0:12:00 > 0:12:06So, please leave your name, telephone number and short message and we will call you back.
0:12:07 > 0:12:09Everybody is tied up.
0:12:09 > 0:12:14What's the chances of not having anybody to answer the phone?
0:12:14 > 0:12:16Slim, isn't it?
0:12:16 > 0:12:20But don't worry - I shall keep ringing until I get through to somebody.
0:12:20 > 0:12:26'Sadly, getting hold of someone isn't as easy as I'd hoped.'
0:12:26 > 0:12:29PHONE GOES DEAD
0:12:29 > 0:12:33I'm hoping that was an accident.
0:12:38 > 0:12:41I'm Rani Price and there is nothing I like better than helping you
0:12:41 > 0:12:47through the minefield of regulations to make sure you stay savvy shoppers.
0:12:50 > 0:12:54Now, consumer law can be very confusing.
0:12:54 > 0:12:59You've got your Sale of Goods Act, Distance Selling, Right to Return and it doesn't stop there.
0:12:59 > 0:13:04But knowing a few of these laws can not only save you money, but a lot of hassle.
0:13:05 > 0:13:09Hello, you! Would you mind chatting to us for a couple of minutes?
0:13:09 > 0:13:14'I'm out on the streets armed with questions to put to you, the buying public,
0:13:14 > 0:13:18'to find out if you know your consumer rights from your consumer wrongs.'
0:13:18 > 0:13:22Many of you enjoy shopping and selling on internet auction sites,
0:13:22 > 0:13:27bagging yourself a bargain or making a few extra pounds on unwanted goods.
0:13:27 > 0:13:30But how savvy are you when it comes to your rights
0:13:30 > 0:13:33and protection whilst you're clicking?
0:13:33 > 0:13:37- We're asking people about shopping on auction sites.- Sorry. - Do you ever do that?
0:13:37 > 0:13:43The only thing that worries me about buying online is giving over your debit or credit card details.
0:13:43 > 0:13:48Why is it terrible? Have you ever used it?
0:13:48 > 0:13:52Oh, come and chat, that's what we are trying to find out. Oh, no!
0:13:52 > 0:13:55She said it's terrible, they take your money.
0:13:55 > 0:13:57There seems to be some fear on the street.
0:13:57 > 0:14:01Time to speak to an expert, to find out what to watch out for
0:14:01 > 0:14:04when buying from an online auction website.
0:14:04 > 0:14:08A common mistake that buyers make when on internet auction sites
0:14:08 > 0:14:10is how little protection they have against the sellers,
0:14:10 > 0:14:13who could be operating from anywhere around the world.
0:14:13 > 0:14:16The internet auction sites can give or convey the picture
0:14:16 > 0:14:20of that business being far more professional than is the case.
0:14:20 > 0:14:27So, first up, I want to know how much you know about your specific rights
0:14:27 > 0:14:31when buying from an online auction site from a trader or an individual seller.
0:14:31 > 0:14:33- Buying or selling?- Buying.
0:14:33 > 0:14:37Have you ever got it back and gone, "not for me!"
0:14:37 > 0:14:40- A couple of times, yes. - Then, what do you do?
0:14:40 > 0:14:42Erm, normally, not very much.
0:14:42 > 0:14:46What do you do when you get them and they are not what you want them to be?
0:14:46 > 0:14:48I think it's hassle, so you just leave it.
0:14:48 > 0:14:52I've got these trainers but they were meant to be size 5 adults
0:14:52 > 0:14:55but they were baby shoes.
0:14:55 > 0:14:58I think they are still laying around in the house.
0:14:58 > 0:15:02So, none of these guys even bothered sending unwanted goods back to online auction sites.
0:15:02 > 0:15:06They're going to be throwing money down the drain.
0:15:06 > 0:15:08If you are buying them from a private seller,
0:15:08 > 0:15:11you would have to swallow it and get on with it.
0:15:11 > 0:15:15But if it's from a trader, you still have seven days to send it back.
0:15:15 > 0:15:17- Did you know that?- I didn't.
0:15:17 > 0:15:21You have far more rights against a business than you do against a private individual.
0:15:21 > 0:15:24If you are transacting with a business,
0:15:24 > 0:15:28your goods have to be as described, a satisfactory quality and fit for their intended purpose.
0:15:28 > 0:15:31Whereas if you are buying from a private individual,
0:15:31 > 0:15:33the goods only have to be as described.
0:15:33 > 0:15:35And what about selling?
0:15:35 > 0:15:38Many of you decide to make a bit of extra cash
0:15:38 > 0:15:42getting rid of unwanted items on online auction sites.
0:15:42 > 0:15:44But what's the safest way to do this?
0:15:44 > 0:15:49By cash or using an online money transfer service?
0:15:49 > 0:15:51Would you wait for the money to clear?
0:15:51 > 0:15:56No, money definitely to clear first or if it was cash on delivery.
0:15:56 > 0:16:01- What do you think would be better? - Payment through the bank.
0:16:01 > 0:16:03When you sold your table and chairs,
0:16:03 > 0:16:08- I presume you didn't wrap it up and take it to the post office.- No.
0:16:08 > 0:16:13How did you decide when it would be safe for the people to come and collect it, moneywise?
0:16:13 > 0:16:17- How did they pay for it? - A couple of them were cash.
0:16:17 > 0:16:22- What did you sell?- A car.- A car? Did you do it cash?- Yeah, yeah.
0:16:22 > 0:16:23You're a sensible man.
0:16:23 > 0:16:29When selling small items, sending them in the post means you can obtain proof the item was sent.
0:16:29 > 0:16:33But with larger items that need to be collected, you need to be careful
0:16:33 > 0:16:36as a buyer can reverse an online money transfer,
0:16:36 > 0:16:39leaving you with a bill to pay to the transfer service.
0:16:39 > 0:16:44- It's better to go down the cash-on-collection route. - I didn't realise that.
0:16:44 > 0:16:50There are some ways of buying and selling that offer more financial protection than others.
0:16:50 > 0:16:54But how much do you know about the systems in place for when things go wrong?
0:16:54 > 0:16:59I bought a cover that was supposed to be for the parasol
0:16:59 > 0:17:03and it was supposed to be for a certain size, and when it came, it wasn't.
0:17:03 > 0:17:06When I e-mailed the woman, she refunded me straight away.
0:17:06 > 0:17:10The Pokeman cards came from America and when I got them, they were fake.
0:17:10 > 0:17:13- So, that was a bit of a... - What did you do, then?
0:17:13 > 0:17:17I complained to her and sent them back and that was the last I've heard of it.
0:17:17 > 0:17:23If they've got any marks, you have to let people know that they've got marks and holes.
0:17:23 > 0:17:25So, a mixed bag of expectations and experiences
0:17:25 > 0:17:28when it comes to problems using online auction sites.
0:17:28 > 0:17:31Let's see what our expert can tell us.
0:17:31 > 0:17:35The best advice is to contact the other party first to resolve the dispute.
0:17:35 > 0:17:37If that fails, in some circumstances,
0:17:37 > 0:17:43it might be appropriate to go through the dispute resolution process that the site might offer.
0:17:43 > 0:17:45In other cases, particularly
0:17:45 > 0:17:49if you are concerned that the item was misdescribed or unsafe,
0:17:49 > 0:17:53it may be appropriate to contact your local Trading Standards service.
0:17:53 > 0:17:58So, there are systems in place to support those of you who buy and sell from online auction sites.
0:17:58 > 0:18:03But there are also steps you can take to stop problems developing in the first place.
0:18:07 > 0:18:13I've been investigating the case of 81-year-old Essex pensioner, Bill Baker,
0:18:13 > 0:18:17who decided to buy a stairlift from RJ Mobility
0:18:17 > 0:18:21and paid an £850 deposit over the phone.
0:18:21 > 0:18:24Three working days later, he changed his mind but as RJ Mobility
0:18:24 > 0:18:28had already started making the stairlift to his specifications,
0:18:28 > 0:18:31they're saying they have to hold on to his deposit
0:18:31 > 0:18:33until someone else places an order with the same requirements.
0:18:34 > 0:18:36Bill's been battling for a refund.
0:18:36 > 0:18:41I couldn't understand why you couldn't get in touch with anyone.
0:18:41 > 0:18:45And even efforts by his nephew, Mike, have been futile.
0:18:45 > 0:18:51We've sent numerous letters, e-mails and phone calls, but had no response.
0:18:51 > 0:18:58It's an abuse of his trust and I feel upset that a company can act this way to a vulnerable person.
0:18:58 > 0:19:01It has worried me because no-one can afford to lose that money.
0:19:01 > 0:19:05They've been chasing RJ Mobility,
0:19:05 > 0:19:08not to be confused with other companies of the same name,
0:19:08 > 0:19:10for a refund, for just over six months.
0:19:10 > 0:19:14But you know me, I love a challenge so I'm trying a difference tack.
0:19:14 > 0:19:19I've just taken the 0800 number and put it into an application
0:19:19 > 0:19:22and it's given me a landline number.
0:19:22 > 0:19:27It should take me through to people behind this company.
0:19:29 > 0:19:32PHONE MESSAGE: Welcome to RJ Mobility.
0:19:32 > 0:19:36Voicemail again.
0:19:36 > 0:19:38I tell you what,
0:19:38 > 0:19:42all this long distance communication is beginning to drive me bonkers.
0:19:42 > 0:19:44Give me a good old high street shop any day -
0:19:44 > 0:19:47at least you can go in and collar someone.
0:19:47 > 0:19:50But, it certainly got me thinking.
0:19:50 > 0:19:55Bill initially decided to buy the refurbished stairlift from RJ Mobility
0:19:55 > 0:19:58without going anywhere near a shop or a showroom.
0:19:58 > 0:20:02I had a phone call to say that they'd had this stairlift.
0:20:02 > 0:20:09And it would be, as I say, half now and half when it's fitted.
0:20:09 > 0:20:11And that was it, really.
0:20:11 > 0:20:16How it was done over the telephone was how the alarm bells started ringing with me.
0:20:16 > 0:20:18It was the way the deposit was taken
0:20:18 > 0:20:20and the fact that he had no paperwork.
0:20:20 > 0:20:23That's called distance selling.
0:20:23 > 0:20:26What are your rights when you're buying something from your own armchair
0:20:26 > 0:20:30and how can you be sure you know exactly what you're getting?
0:20:30 > 0:20:32I think it's time Bill and his nephew, Mike,
0:20:32 > 0:20:34got some personal service from Trading Standards,
0:20:34 > 0:20:37to make sure they are fully in the picture
0:20:37 > 0:20:41when it comes to their rights when ordering goods away from a shop.
0:20:41 > 0:20:43What did they tell you about the lift?
0:20:43 > 0:20:47What did they say about it? What information did they give you about it?
0:20:47 > 0:20:49None, as far as I can gather, no.
0:20:49 > 0:20:51Nothing comes to mind what they told me.
0:20:51 > 0:20:55And the reason that they took to deposit from you,
0:20:55 > 0:20:57what reason was given?
0:20:57 > 0:21:01That's part of the rules, I suppose, that sort of thing.
0:21:01 > 0:21:06It was 850 now, and 850 when the job was done, so I paid that today.
0:21:07 > 0:21:10If it's fitted tomorrow, I have to pay the other 850.
0:21:10 > 0:21:13When you do agree to something over the phone,
0:21:13 > 0:21:17you should be given a fair amount of information about the product
0:21:17 > 0:21:21and about your rights and that information should be in writing,
0:21:21 > 0:21:25so it should either by an e-mail or a brochure, something like that.
0:21:25 > 0:21:31And generally speaking, when you do agree to something over the phone, you are entitled to
0:21:31 > 0:21:34a cooling-off period, which is normally around seven days.
0:21:34 > 0:21:38So, once you receive that information about the fact that you can
0:21:38 > 0:21:42cancel a contract, then you would normally have seven days.
0:21:42 > 0:21:44With regard to the seven-day cancellation period,
0:21:44 > 0:21:46is that from when the money was taken,
0:21:46 > 0:21:48or from when the customer receives the paperwork?
0:21:48 > 0:21:53- It starts the day after the customer receives the paperwork.- OK.
0:21:53 > 0:21:56So, you should have something in writing to say what it is
0:21:56 > 0:21:58you're buying and your right to cancel.
0:21:59 > 0:22:03However, Bill says he didn't receive any receipt or invoice.
0:22:03 > 0:22:06So, how could he have avoided this mess?
0:22:06 > 0:22:08One of the things you could have said was,
0:22:08 > 0:22:10"Well, I don't want to give a deposit now.
0:22:10 > 0:22:13"Can you send me something in writing to say, what I getting?
0:22:13 > 0:22:18"Is a refurbished unit? How old is it? How long is the guarantee?
0:22:19 > 0:22:20"Can I pay in instalments?
0:22:20 > 0:22:23"Have I got to pay a deposit up front?"
0:22:23 > 0:22:26And then, chances are, you would have had something to say,
0:22:26 > 0:22:29"By the way, once we start cutting this to measure,
0:22:29 > 0:22:34"you're not going to be able to cancel because it's a made-to-measure unit."
0:22:34 > 0:22:38That's a case of being wise after the event, innit?
0:22:38 > 0:22:41Well, it is, but it's also a case of you as a consumer being given
0:22:41 > 0:22:44- all the relevant information. - That's right, yeah, yeah.
0:22:44 > 0:22:49That's what all these regulations combine to try and protect you from.
0:22:49 > 0:22:52Simple, really, when someone tells you. It sounds...
0:22:52 > 0:22:54- Well, hindsight is a great thing. - Exactly.
0:22:54 > 0:22:59It's important to remember that if you do find yourself in a situation like this again,
0:22:59 > 0:23:02the first people to turn to would be your family,
0:23:02 > 0:23:04because they will know what to do to help you.
0:23:04 > 0:23:07But you can also contact your local Trading Standards
0:23:07 > 0:23:12and you can do that through the Citizens Advice Consumer Helpline
0:23:12 > 0:23:15and they will field all the calls for referring the cases
0:23:15 > 0:23:19to Trading Standards and they'll give you some advice about what you can do.
0:23:19 > 0:23:22But you have to act quickly, because if you have got
0:23:22 > 0:23:27a seven-day cooling-off period, then the longer you let it go,
0:23:27 > 0:23:31the worse it gets and the window of opportunity will be gone.
0:23:31 > 0:23:35So, you must speak to someone really quickly so that you can cancel
0:23:35 > 0:23:40in writing in good time, and be able to withdraw from the contract.
0:23:40 > 0:23:43I knew you had time to cancel, but I didn't know
0:23:43 > 0:23:47they had to tell you it was in writing and you've got seven days.
0:23:47 > 0:23:52I've learned more this morning than I've learnt all my 81 years being on this Earth!
0:23:52 > 0:23:57Crikey! It seems like Bill's very happy with this morning's lesson.
0:23:57 > 0:23:59It's not uncommon for someone of Bill's age, or any age,
0:23:59 > 0:24:01not to know that you have these basic rights
0:24:01 > 0:24:05when buying goods outside of a shop environment.
0:24:05 > 0:24:08So it's really important that people know what their rights are
0:24:08 > 0:24:10so that they can exercise those rights
0:24:10 > 0:24:14and be given an opportunity to get good deals and change their mind.
0:24:14 > 0:24:16Thanks, Rob.
0:24:16 > 0:24:20There's nothing I like better than helping you guys get to grips with your rights.
0:24:20 > 0:24:24Let's hope we're all now a lot clearer about buying
0:24:24 > 0:24:26goods from the comfort of our own home.
0:24:27 > 0:24:30Let me give you an update on where I am with RJ Mobility.
0:24:30 > 0:24:33I said, "These are the problems with William Baker,"
0:24:33 > 0:24:34or Bill, as he likes to be called.
0:24:34 > 0:24:36And they sent me an e-mail back saying,
0:24:36 > 0:24:40"Yeah, you're right, but we think we've got a bit of an argument."
0:24:40 > 0:24:43The e-mail from their MD, Lawrence Wright, reads...
0:24:59 > 0:25:02Having initially offered nothing, RJ Mobility are now making
0:25:02 > 0:25:08a partial offer of £750, which is better but still short by £100.
0:25:08 > 0:25:11Not exactly small change to Bill.
0:25:11 > 0:25:15They don't basically want to give the full deposit back. Wrong!
0:25:15 > 0:25:17That's not the law. I'm about to tell them.
0:25:17 > 0:25:20Seems like I've still got a battle on my hands.
0:25:20 > 0:25:24VOICE ON PHONE: "I haven't really done anything wrong. What did we do wrong?"
0:25:29 > 0:25:34Wouldn't life be easier if we had a little insider knowledge?
0:25:34 > 0:25:36If we knew exactly how industries operate?
0:25:36 > 0:25:40So, for once, we as consumers could be ahead of the game?
0:25:40 > 0:25:44Well, I'm about to meet somebody who is fed up of keeping quiet
0:25:44 > 0:25:47and they're about to let you in on the tricks of the trade.
0:25:50 > 0:25:53With around 35 million drivers on UK roads,
0:25:53 > 0:25:56keeping your car in tip-top condition is essential.
0:25:56 > 0:25:58So, a visit to a mechanic for maintenance or
0:25:58 > 0:26:01when things go wrong is a must.
0:26:01 > 0:26:04Today, we get some shock information on bad practice that all
0:26:04 > 0:26:07drivers could be affected by.
0:26:07 > 0:26:09I'm meeting up with the man who has run
0:26:09 > 0:26:12an award-winning garage for 22 years.
0:26:12 > 0:26:14He's about to dish the dirt on dodgy mechanics
0:26:14 > 0:26:19and to protect him from industry backlash, we have concealed his identity.
0:26:19 > 0:26:22How do mechanics rip people off?
0:26:22 > 0:26:25Common scams can be when you go to a fast-fit operation
0:26:25 > 0:26:27and they say, "Let's check your car."
0:26:27 > 0:26:31Take the car up and then pull you over
0:26:31 > 0:26:34and show you a wet patch on the shock absorber, for example.
0:26:34 > 0:26:37It could be that you've got a shock absorber that's leaking,
0:26:37 > 0:26:40but sometimes, if he wants to earn his commission for that day,
0:26:40 > 0:26:43he could have sprayed some liquid on there, like WD-40,
0:26:43 > 0:26:47so it looks like your shock absorber is leaking.
0:26:47 > 0:26:49It's £80-£100 for a shock absorber,
0:26:49 > 0:26:52of which he might get commission of £10.
0:26:52 > 0:26:55Are there any situations where people say they have fixed something,
0:26:55 > 0:26:57and it could lead to being dangerous to me?
0:26:57 > 0:27:00And I'd worry about that, you know, with kids, driving around all the time.
0:27:00 > 0:27:03There was one situation where one of my guys had gone
0:27:03 > 0:27:05to work for another company.
0:27:05 > 0:27:08He gave me the story about a Saturday afternoon.
0:27:08 > 0:27:11They got a car in, the brakes needed doing.
0:27:11 > 0:27:15And the manager couldn't get hold of the parts so he took the parts out,
0:27:15 > 0:27:18cleaned them up, sprayed them black, put them back in.
0:27:18 > 0:27:20If you look at, you'll see a nice, shiny pad,
0:27:20 > 0:27:23and although it's not the new one, is the used one, but if you
0:27:23 > 0:27:26see a shiny, black part sticking out, you would obviously
0:27:26 > 0:27:27think it had been changed,
0:27:27 > 0:27:30and that could potentially lead to fatal consequences.
0:27:30 > 0:27:32So, how could he justify that, then?
0:27:32 > 0:27:35The manager, the technician, the mechanic,
0:27:35 > 0:27:38they all get commission on a sliding scale and in this case, obviously it
0:27:38 > 0:27:40needed doing, but he couldn't get a hold of it,
0:27:40 > 0:27:45he didn't want to lose his commission, so he just sprayed them black and said it had been done.
0:27:45 > 0:27:48Just the same as if the car has been said to have been serviced
0:27:48 > 0:27:52and it hasn't been serviced, you think the service has been all checked over,
0:27:52 > 0:27:56and it's all good, and a lot of times it has not been done.
0:27:56 > 0:28:00Having a car serviced is something all car owners should do regularly.
0:28:00 > 0:28:04But it can be a sure-fire earner for car mechanic cowboys.
0:28:04 > 0:28:06The problem with the word "service",
0:28:06 > 0:28:08- it doesn't have any legal definition.- Right.
0:28:08 > 0:28:13When I bought my car brand new, I'd let them do one service on it, got a big bill, got the car back,
0:28:13 > 0:28:15and when I actually sat down and read the bill,
0:28:15 > 0:28:17all they had done was an oil and filter change.
0:28:17 > 0:28:19They hadn't even taken the wheels off.
0:28:19 > 0:28:22And that, potentially, could be very dangerous.
0:28:22 > 0:28:25So does that mean every garage has a different definition of service?
0:28:25 > 0:28:26Most definitely.
0:28:26 > 0:28:29So for you, if someone says, "I want a full service on my car,"
0:28:29 > 0:28:30what would that include?
0:28:30 > 0:28:33Engine flush, flush the engine out.
0:28:33 > 0:28:35Change the oil, change the oil filter.
0:28:35 > 0:28:38Two hours of labour, VAT, and the parts.
0:28:38 > 0:28:42Those are the bare minimum things that you need to do.
0:28:42 > 0:28:44But it's not just during a standard service
0:28:44 > 0:28:46when you have to keep your wits about you.
0:28:46 > 0:28:50Other scams. Have you ever heard of any with the cars?
0:28:50 > 0:28:53There are some cars that have a clutch cable fitted on
0:28:53 > 0:28:57and when you're driving the car you can feel the clutch isn't right
0:28:57 > 0:28:59and it's a simple process of adjusting the clutch,
0:28:59 > 0:29:03which will take 10 minutes and should cost pennies and pounds.
0:29:03 > 0:29:06Whereas what can happen is that the clutch can be adjusted
0:29:06 > 0:29:08and the garage can say to you,
0:29:08 > 0:29:12"We've taken the gearbox out, we've put a new clutch in," and charge you £300.
0:29:12 > 0:29:15So, it's a very easy scam that can happen.
0:29:15 > 0:29:20What kind of problems occur when it comes to paying the bill?
0:29:20 > 0:29:24I think the customer can often be hoodwinked at the end of the job,
0:29:24 > 0:29:28when they're given a piece of paper that has gobbledegook on it.
0:29:28 > 0:29:31You have part numbers on there, codes,
0:29:31 > 0:29:34the customer doesn't understand, and he'll see a pound sign with a figure
0:29:34 > 0:29:37and that's the only thing he will understand on that bill.
0:29:37 > 0:29:40The paper that you get should be very clear,
0:29:40 > 0:29:42and should itemise everything.
0:29:42 > 0:29:45Of course, most mechanics are trustworthy.
0:29:45 > 0:29:48But there are some steps you can take to protect yourself from being
0:29:48 > 0:29:51fleeced or driven up the wall by one that isn't.
0:29:51 > 0:29:53Do you have any advice, then?
0:29:53 > 0:29:56How people can avoid being ripped off when they take their car into a garage?
0:29:56 > 0:30:00The garage should offer you to take the old parts away if you want them.
0:30:00 > 0:30:03They won't give you the messy things like the oil filter,
0:30:03 > 0:30:06but the other parts, they should give you.
0:30:06 > 0:30:08Look at the review websites,
0:30:08 > 0:30:12see if they are members of any trade bodies or associations.
0:30:12 > 0:30:16The RMI, which is the Retail Motor Industry Federation, can offer you advice.
0:30:16 > 0:30:20Another body is VOSA, the Vehicle And Operating Services Agency,
0:30:20 > 0:30:23which is a government body that runs the MOT scheme.
0:30:23 > 0:30:26One of the ways they do this is by doing a risk assessment
0:30:26 > 0:30:29on every garage that does MOTs.
0:30:29 > 0:30:33So you could go into a garage that does MOTs and ask them,
0:30:33 > 0:30:35"What's your risk assessment score?"
0:30:35 > 0:30:39So, next time you take your car into a garage for a service or any other
0:30:39 > 0:30:44problem, do your research and know what common scams to look out for.
0:30:44 > 0:30:45And you won't get done.
0:30:50 > 0:30:55I've been battling the case of 81-year-old pensioner Bill Baker.
0:30:55 > 0:30:57Bill lives in a friendly neighbourhood
0:30:57 > 0:31:00and does have family support but he needs some help sometimes
0:31:00 > 0:31:05with getting up and down the apples and pears so he uses a stairlift.
0:31:05 > 0:31:08I use it of a night, when I go to bed,
0:31:08 > 0:31:12and if I've got to take my laundry up, when I've done my washing.
0:31:12 > 0:31:14Put that on my lap, take that up.
0:31:14 > 0:31:17Or I've got to take something up to the cupboard upstairs.
0:31:17 > 0:31:22When his stairlift broke down, he was tempted with the offer of buying
0:31:22 > 0:31:27a new one from RJ Mobility and paid an £850 deposit towards one.
0:31:27 > 0:31:29But then he changed his mind
0:31:29 > 0:31:31and although he cancelled his order
0:31:31 > 0:31:34within the legal seven-day cooling-off period,
0:31:34 > 0:31:38six months later, RJ Mobility still hadn't refunded his money.
0:31:40 > 0:31:44Whether you're 20 or 80, like I am, no-one wants to go through it.
0:31:44 > 0:31:46Not the way the finance situation is now,
0:31:46 > 0:31:49you can't afford to lose a shilling.
0:31:49 > 0:31:50All I want to know is
0:31:50 > 0:31:54I want to see a contract I've signed for that stairlift.
0:31:54 > 0:31:59Show me a stairlift and a quote that once you've done it you've had it,
0:31:59 > 0:32:01fair enough, I'll accept that.
0:32:01 > 0:32:03But I've not signed a contract.
0:32:05 > 0:32:09Bill and his nephew Mike have spoken to a Trading Standards expert
0:32:09 > 0:32:14about distance selling regulation and what rights they're entitled to.
0:32:14 > 0:32:16But how then are our rights affected
0:32:16 > 0:32:19when we're sold a product face to face?
0:32:19 > 0:32:21It's time to paint a really clear picture
0:32:21 > 0:32:24of the differences between buying at home or in a shop.
0:32:26 > 0:32:29Let's assume I sell you something over the Internet.
0:32:29 > 0:32:33That's a very good point, actually. Let's give it a try.
0:32:33 > 0:32:35Purchase.
0:32:37 > 0:32:39Wow! Speedy delivery!
0:32:39 > 0:32:42Well, because I wasn't able to actually view that item in person,
0:32:42 > 0:32:46it is covered by distance selling regulations, which means
0:32:46 > 0:32:47if I change my mind about it,
0:32:47 > 0:32:51for whatever reason in the world, I can send it back.
0:32:51 > 0:32:53Go on, off you go!
0:32:55 > 0:32:57Right.
0:32:57 > 0:33:00What about if I sell you something, let's say, on the telephone.
0:33:01 > 0:33:03Yep, no problem. It's on its way right now.
0:33:07 > 0:33:10Crikey! Very speedy delivery. But do you know what?
0:33:10 > 0:33:12The same rules apply.
0:33:12 > 0:33:14OK.
0:33:15 > 0:33:17What about, though, if you come into my shop
0:33:17 > 0:33:19and buy it from me in person?
0:33:24 > 0:33:26Ah. Now the law changes.
0:33:26 > 0:33:30Because I was able to view the item, see it and even touch it
0:33:30 > 0:33:34before purchasing it, it means if I don't like what I bought,
0:33:34 > 0:33:38it's tough. I shouldn't have bought it in the first place.
0:33:38 > 0:33:41So bear in mind that when buying from a shop,
0:33:41 > 0:33:44you can't cancel a purchase
0:33:44 > 0:33:47but you are still protected by the Sale of Goods Act.
0:33:47 > 0:33:51As Bill spoke to somebody from RJ Mobility on the phone
0:33:51 > 0:33:56and he had a visit from an engineer, which category does he fall under?
0:33:56 > 0:33:59Our legal expert Andy Millmore is just the person to clear
0:33:59 > 0:34:03things up when it comes to Bill's particular case and his rights.
0:34:04 > 0:34:08Bill's case is an interesting one because it may well be the case
0:34:08 > 0:34:11that his situation is covered by both sets of regulations.
0:34:11 > 0:34:14That muddies things slightly
0:34:14 > 0:34:18but one thing is clear with both sets of regulations.
0:34:18 > 0:34:21They should have given Bill written information about what was
0:34:21 > 0:34:24going to happen and one of the things he should have been told
0:34:24 > 0:34:28was he had a seven-day period to cool off or to change his mind.
0:34:28 > 0:34:31We know Bill says he wasn't given any paperwork
0:34:31 > 0:34:35and that confirms he was well within his rights to cancel when he did
0:34:35 > 0:34:37and to expect a full refund.
0:34:37 > 0:34:40But how about with tailor-made products like his stairlift?
0:34:41 > 0:34:45There are cases where your entitlement to a refund is reduced
0:34:45 > 0:34:47if they're going to start work.
0:34:47 > 0:34:50But in that case, you've got to be told in advance,
0:34:50 > 0:34:52in writing, that that's the case
0:34:52 > 0:34:54and you've got to put your request in writing to the company.
0:34:54 > 0:34:56So you've actually got to say,
0:34:56 > 0:34:59"I understand this is eating into my cancellation rights.
0:34:59 > 0:35:01"Go ahead anyway." That didn't happen.
0:35:01 > 0:35:03You're right. It didn't.
0:35:03 > 0:35:06But the company may have just made an honest mistake,
0:35:06 > 0:35:07not knowing the law.
0:35:07 > 0:35:10That's fairly typical and may well be the case
0:35:10 > 0:35:14but it makes no difference. Ignorance is no defence.
0:35:14 > 0:35:16Bill has the same rights, as does any consumer.
0:35:16 > 0:35:19If you're a business, you have to know the law
0:35:19 > 0:35:21and you've got to comply with it.
0:35:21 > 0:35:23And that's good to know.
0:35:23 > 0:35:25The more you're informed, the better off you'll be
0:35:25 > 0:35:28when it comes to all your buying and selling.
0:35:28 > 0:35:32Armed with this information, I'm even more determined to get through
0:35:32 > 0:35:35to Lawrence Wright of RJ Mobility to let him know
0:35:35 > 0:35:39that his e-mail offer of less than a full refund just isn't good enough.
0:35:39 > 0:35:41Here goes.
0:35:47 > 0:35:50Oh, hi. Can I speak to Lawrence Wright, please?
0:35:50 > 0:35:53'I'm told he's not in the office at the moment.'
0:35:53 > 0:35:55It's Dominic Littlewood from the BBC.
0:35:55 > 0:35:59Have you got his mobile number, please? Thank you. 'Great.'
0:35:59 > 0:36:02'The person I'm speaking to is looking for Lawrence's mobile number
0:36:02 > 0:36:04'and asks me to bear with him.'
0:36:04 > 0:36:07DIAL TONE
0:36:07 > 0:36:11I'm hoping that was an accident.
0:36:11 > 0:36:14'Do you know what, I'm beginning to think it's me.
0:36:14 > 0:36:15'I'm not having much luck here.
0:36:15 > 0:36:18'But there's no way I'm going to give up.'
0:36:21 > 0:36:26- Hello, good morning.- Oh, hi. Was you the guy I was speaking to?
0:36:26 > 0:36:29You was getting me a mobile number for Lawrence and I got cut off.
0:36:29 > 0:36:31No, it's Lawrence speaking now. I'm here.
0:36:31 > 0:36:35'Result at last! Through to the man himself.
0:36:35 > 0:36:38'You see? Tenacity does pay off.'
0:36:38 > 0:36:42- Lawrence, you know the reason I'm ringing, about William Baker.- Yes.
0:36:42 > 0:36:45There's a couple of things I'd like to query.
0:36:45 > 0:36:49I know at the moment you're saying you're prepared to refund him £750
0:36:49 > 0:36:54- of the £850 so keeping £100 back for the modifications you've made.- Yeah.
0:36:54 > 0:36:58The reason I'm calling, Lawrence, and I've got to put it bluntly,
0:36:58 > 0:37:01is you're not legally entitled to keep that £100.
0:37:01 > 0:37:05Well, my understanding is that if it's,
0:37:05 > 0:37:09if the product has been specifically tailored
0:37:09 > 0:37:11to the customer's specifications,
0:37:11 > 0:37:14then my understanding is the law is slightly different.
0:37:14 > 0:37:16Is that incorrect?
0:37:16 > 0:37:18What happens is, the law does state that if the customer
0:37:18 > 0:37:21requests modifications to be made to something,
0:37:21 > 0:37:25they waive their right to a seven-day cooling-off period.
0:37:25 > 0:37:28However, the thing which you probably aren't aware of,
0:37:28 > 0:37:32you then have to inform in writing or any other medium,
0:37:32 > 0:37:35confirm to the customer that that is what will happen.
0:37:35 > 0:37:38You have to give it to them in writing that they are waiving
0:37:38 > 0:37:41their right and Mr Baker didn't receive that.
0:37:41 > 0:37:45Lawrence says he was unaware you had to put the information in writing
0:37:45 > 0:37:48and continues to suggest it would seem fair to keep back
0:37:48 > 0:37:51something of the deposit when something has been tailored for a
0:37:51 > 0:37:56customer and the company has pulled out all the stops to do it quickly.
0:37:56 > 0:37:59I just would have thought, from a fairness perspective,
0:37:59 > 0:38:02that would have been a reasonable thing to ask for but, you know,
0:38:02 > 0:38:05I'm not going to, I don't want to draw this thing out for ever
0:38:05 > 0:38:08- and ever just because of £100. - There is no point, is there?
0:38:08 > 0:38:10No, you're right.
0:38:10 > 0:38:11'Too true.
0:38:11 > 0:38:14'And the rest of our conversation is pretty positive
0:38:14 > 0:38:16'and Lawrence now understands my point.
0:38:16 > 0:38:19'But he still seems to be defending the company's actions.'
0:38:19 > 0:38:22We don't want any bad feeling with any of our customers
0:38:22 > 0:38:26but in terms of right and wrong, I haven't really done anything wrong.
0:38:26 > 0:38:28What did we do wrong?
0:38:28 > 0:38:32You weren't entitled, legally, to keep the 850, nor even the 100.
0:38:32 > 0:38:35So even though you feel you have done everything right,
0:38:35 > 0:38:37there is quite a few errors there which you shouldn't have done.
0:38:37 > 0:38:39I'm not trying to dig you out for this, Lawrence,
0:38:39 > 0:38:41because if you're running a busy business,
0:38:41 > 0:38:44a lot of people don't know the consumer law 100%.
0:38:44 > 0:38:46- You haven't done things 100% right. - OK.
0:38:46 > 0:38:51- Nice talking to you, Lawrence. - Thanks, Dominic.- Thanks, bye-bye.
0:38:51 > 0:38:55After talking to Lawrence, I totally understand where he came from
0:38:55 > 0:38:57but he doesn't seem to recognise the fact
0:38:57 > 0:39:00that there is a law in place to protect consumers
0:39:00 > 0:39:02and he hasn't abided by it.
0:39:02 > 0:39:04And after all these weeks,
0:39:04 > 0:39:06I definitely feel like Lawrence has got it.
0:39:06 > 0:39:09So it's time to break the news.
0:39:09 > 0:39:12Time for me to catch up with Bill again.
0:39:12 > 0:39:15Believe me, it's not as warm as it looks right now.
0:39:15 > 0:39:18I've forgotten my coat so I'm rather hoping he's got the kettle on.
0:39:18 > 0:39:21Good to see you again, Bill. Nice to meet you, Mike.
0:39:21 > 0:39:24Let me tell you what's happened about the company.
0:39:24 > 0:39:27There's a gentleman called Lawrence Wright who runs the company
0:39:27 > 0:39:29and I did get to speak to him and I've got to say,
0:39:29 > 0:39:31he seemed like quite a nice guy.
0:39:31 > 0:39:35And from what he said to me, he felt that you should be paying
0:39:35 > 0:39:38for this stairlift because of the fact materials had been altered.
0:39:38 > 0:39:42What he didn't seem to understand is that by consumer law,
0:39:42 > 0:39:45he shouldn't have started work on that without informing you
0:39:45 > 0:39:47that he was doing that
0:39:47 > 0:39:50and that will affect your rights to cancel the agreement.
0:39:50 > 0:39:52So what he's done is sent me a statement.
0:39:52 > 0:39:54And he has asked me to read this out.
0:39:54 > 0:39:56"Dear Mr Baker.
0:39:56 > 0:39:58"Please find enclosed the cheque for £850,
0:39:58 > 0:40:01"being the refunded deposit in full
0:40:01 > 0:40:04"for Mr Baker's cancelled stairlift order."
0:40:04 > 0:40:06Here's your money.
0:40:06 > 0:40:08£850. Full refund.
0:40:08 > 0:40:11Fantastic. There you go.
0:40:11 > 0:40:13You're winding me up, ain't ya?
0:40:13 > 0:40:16You're holding it - how can I be winding you up?
0:40:17 > 0:40:21- Oh, God!- That's fantastic, isn't it? - Did you know this?- No! No!
0:40:21 > 0:40:24- Not at all. This is the first I've heard of it.- By God!
0:40:27 > 0:40:30I'll have to go and sit down, I think.
0:40:30 > 0:40:33- You're not going to collapse on me, are you?- No, no.
0:40:33 > 0:40:36- But I just don't know what to say. - Seems like a dream, doesn't it?
0:40:36 > 0:40:40It does. It really does. It really seems like a dream.
0:40:41 > 0:40:44- What would you like to say, Mike? - Well, fantastic. Thank you, Dom.
0:40:44 > 0:40:48Thank you. All of you, thank you very much indeed.
0:40:48 > 0:40:51We'd written the money off, to be perfectly honest.
0:40:51 > 0:40:53We were getting nowhere with the company.
0:40:53 > 0:40:55"I appreciate the opportunity to state our case
0:40:55 > 0:40:58"by means of a short statement which follows.
0:40:58 > 0:41:02"Mr Wright, Managing Director of RJ Mobility said,
0:41:02 > 0:41:05"We have to take a deposit with stairlift orders
0:41:05 > 0:41:09"as it enables us to cover our cost of buying and preparation."
0:41:09 > 0:41:11That's fair enough.
0:41:11 > 0:41:14"However, he regretted retaining the deposit
0:41:14 > 0:41:17"and admitted he needed to brush up on consumer protection regulations
0:41:17 > 0:41:20"to avoid the situation happening again.
0:41:20 > 0:41:22"Specifically as he now has one cut and prepared stairlift
0:41:22 > 0:41:25"surplus to requirements.
0:41:25 > 0:41:28"By way of making amends for the confusion,
0:41:28 > 0:41:31"Mr Wright did say that if Mr Walker's current lift gives him
0:41:31 > 0:41:33"any more trouble or packs up completely,
0:41:33 > 0:41:38"then his company would fit a brand-new lift free of charge."
0:41:38 > 0:41:40I've got to say, for anybody who does that,
0:41:40 > 0:41:43take it on the chin and take the blame as he has, I respect that.
0:41:43 > 0:41:46- Yeah, I was going to say.- I respect that as well.- Yes, yes.
0:41:46 > 0:41:51All I can say is thanks a million. Fantastic result.
0:41:52 > 0:41:54Right.
0:41:54 > 0:41:56I think at this point I'm going to love you and leave you both.
0:41:56 > 0:41:59- Pleasure to meet you, Mike. Bill.- Appreciate it.
0:41:59 > 0:42:01The honour has been mine, mate. Honestly.
0:42:01 > 0:42:03- Thank you very much indeed. Yeah.- My pleasure.
0:42:03 > 0:42:06You can have a chat now and have a sit down before you collapse, hey?
0:42:06 > 0:42:10- That's great.- I'll see myself out. See you later, guys.- See you, mate.
0:42:10 > 0:42:13I can quite honestly say there is something very satisfying
0:42:13 > 0:42:16about turning up at an 81-year-old pensioner's front door
0:42:16 > 0:42:18and giving them a cheque for £850
0:42:18 > 0:42:21which they thought they would never see again.
0:42:21 > 0:42:24You know what, it's been a really good day in the office.
0:42:24 > 0:42:27It won't happen again, I can assure you!
0:42:27 > 0:42:30I can assure you it won't happen again but if I do,
0:42:30 > 0:42:36I can know that I'm in my rights to ask for a written statement
0:42:36 > 0:42:38or a written contract
0:42:38 > 0:42:42and I've got seven days to cancel
0:42:42 > 0:42:45and take it from there.
0:42:45 > 0:42:49But, no. I'm more than impressed. Very impressed, yeah.
0:43:17 > 0:43:19Subtitles by Red Bee Media Ltd