0:00:02 > 0:00:04We asked you to tell us what's left you feeling ripped off
0:00:04 > 0:00:07and you've contacted us in your thousands.
0:00:07 > 0:00:10You've told us about the companies you think get it wrong
0:00:10 > 0:00:13and the customer service that is not up to scratch.
0:00:13 > 0:00:17People should expect more when they're paying for something these days.
0:00:17 > 0:00:19Everything you buy, I just think we're getting ripped off.
0:00:19 > 0:00:23You've asked us to track down the scammers who stole your money
0:00:23 > 0:00:26and investigate the extra charges you'd say are unfair.
0:00:26 > 0:00:29You have to rely on them giving you a fair price for something.
0:00:29 > 0:00:31You can't always rely on that.
0:00:31 > 0:00:33You don't want more hassle.
0:00:33 > 0:00:35You want them to honour their agreement with you.
0:00:35 > 0:00:39And when you've lost out, but no-one else is to blame,
0:00:39 > 0:00:42you've come to us to stop others falling into the same trap.
0:00:42 > 0:00:44That is disgusting!
0:00:44 > 0:00:48So whether it's a blatant rip-off or a genuine mistake...
0:00:48 > 0:00:51We're here to find out why you're out of pocket
0:00:51 > 0:00:53and what you can do about it.
0:00:53 > 0:00:56Your stories, your money.
0:00:56 > 0:00:58This is Rip-Off Britain.
0:01:01 > 0:01:03Hello, and welcome back to the Rip-Off Britain office,
0:01:03 > 0:01:07where, as usual, as you can see, the team is very busy investigating
0:01:07 > 0:01:10some of the thousands of e-mails and letters you very kindly send us,
0:01:10 > 0:01:13telling us about everything from out-and-out scams
0:01:13 > 0:01:16to mistakes you might have made yourself
0:01:16 > 0:01:18and you simply want to warn other people.
0:01:18 > 0:01:21And it's those stories of bitter experience
0:01:21 > 0:01:23that can sometimes be the most interesting.
0:01:23 > 0:01:26Because they make us all think about the things we buy or sign up for,
0:01:26 > 0:01:30often without asking exactly what we're going to get for our money.
0:01:30 > 0:01:31Or taking a moment to make sure
0:01:31 > 0:01:34we completely understand what we're buying.
0:01:34 > 0:01:37That's exactly what happened to the people in today's programme.
0:01:37 > 0:01:38They all bought something
0:01:38 > 0:01:42that just didn't work out quite the way they expected.
0:01:42 > 0:01:46And in each case, what they were buying was the kind of everyday thing
0:01:46 > 0:01:50that we might find ourselves in the market for.
0:01:50 > 0:01:52And if you do, by the end of the programme,
0:01:52 > 0:01:54I hope that you'll have picked up some tips
0:01:54 > 0:01:59to ensure what happened to them is not going to happen to you.
0:02:00 > 0:02:01Coming up, the terrible results
0:02:01 > 0:02:04of choosing the wrong dealer to sell you a puppy.
0:02:04 > 0:02:06How do you explain to three young children
0:02:06 > 0:02:08that you've had to put their pup to sleep?
0:02:10 > 0:02:14And lifting the bonnet on the second-hand car industry.
0:02:14 > 0:02:17How to spot if what you're buying really is up to scratch.
0:02:17 > 0:02:20I don't want the car. I want nothing to do with the car.
0:02:20 > 0:02:23It's caused me too many problems. I don't feel safe driving it.
0:02:27 > 0:02:31One in every three homes in the UK has a dog.
0:02:31 > 0:02:32In fact, I've got two of them at home.
0:02:32 > 0:02:35Whether it's a family pet, a working dog,
0:02:35 > 0:02:38or even a pocket pooch for your handbag,
0:02:38 > 0:02:40dogs really are still man's best friend.
0:02:40 > 0:02:43That means there is always a huge demand
0:02:43 > 0:02:44for lovely little new puppies.
0:02:44 > 0:02:46But as our next family discovered,
0:02:46 > 0:02:50there can also be serious consequences for the new owners
0:02:50 > 0:02:53and the puppies themselves if a breeder is cutting corners.
0:02:56 > 0:02:59There are around ten million dogs in the UK.
0:02:59 > 0:03:01That's one pooch for every six people.
0:03:01 > 0:03:03But it seems that's still not enough,
0:03:03 > 0:03:08as the demand for newborn puppies far outstrips the supply.
0:03:08 > 0:03:11Now, these two gorgeous dogs are great companions to me
0:03:11 > 0:03:13and really are part of the family.
0:03:13 > 0:03:16They're just great fun to have around and the initial excitement
0:03:16 > 0:03:19of finding a puppy that you know is the one for you
0:03:19 > 0:03:22is a moment you'll cherish forever.
0:03:22 > 0:03:25However, if you're buying a puppy, say, out of an ad in a newspaper
0:03:25 > 0:03:28or indeed on the internet, it's very difficult to know
0:03:28 > 0:03:31whether the pup you end up with is the one originally advertised.
0:03:31 > 0:03:33And with those big soppy eyes,
0:03:33 > 0:03:38well, of course, all rational thinking goes out the window.
0:03:38 > 0:03:41David Steele and his family are about to experience
0:03:41 > 0:03:44that very special moment of choosing a puppy for themselves.
0:03:44 > 0:03:46Just go straight through here.
0:03:46 > 0:03:50Ah, look, Connor! Look at those!
0:03:50 > 0:03:54But this isn't the first time this year David has chosen a puppy.
0:03:54 > 0:03:56So, which one would you like?
0:03:56 > 0:03:58- The blue one.- This one?- Yeah.
0:03:58 > 0:04:00In January, he and his wife Tina
0:04:00 > 0:04:03chose their first from a different breeder.
0:04:03 > 0:04:06We decided we were going to buy the boys a puppy.
0:04:06 > 0:04:08Tina decided she wanted a golden cocker spaniel,
0:04:08 > 0:04:11so we searched the internet for a few weeks.
0:04:11 > 0:04:14Eventually, they discovered what seemed to be
0:04:14 > 0:04:16the perfect-looking litter.
0:04:16 > 0:04:19The online advert said the puppies had been vet checked,
0:04:19 > 0:04:23de-flead, wormed and had their first vaccination.
0:04:23 > 0:04:26They also came with four weeks' free insurance.
0:04:26 > 0:04:29I made the phone call, spoke to the young lady,
0:04:29 > 0:04:31asked if they had the golden cocker spaniels.
0:04:31 > 0:04:34She said, yes, they had two. Two boys left.
0:04:34 > 0:04:38So David and Tina headed to Stoke to see the puppies for themselves.
0:04:38 > 0:04:41But when they got there, they weren't allowed to go into the house
0:04:41 > 0:04:43to see the litter.
0:04:43 > 0:04:45Instead, they were asked to wait on the porch.
0:04:45 > 0:04:48I asked if I could see the dog's mother,
0:04:48 > 0:04:52to which she replied that the dog had gone back to her nan's property,
0:04:52 > 0:04:56which was a bit strange because we were told
0:04:56 > 0:04:59that the mum to the puppies was at the property.
0:04:59 > 0:05:02The person at the door then went into the house
0:05:02 > 0:05:06and brought out two golden cocker spaniel pups.
0:05:06 > 0:05:08One in particular, I fell in love with.
0:05:08 > 0:05:10He just looked at me with his puppy dog eyes
0:05:10 > 0:05:12and he had a little love heart on his head
0:05:12 > 0:05:15and that's the one we picked.
0:05:15 > 0:05:17When David and Tina arrived home,
0:05:17 > 0:05:20their three children immediately fell in love
0:05:20 > 0:05:22with the eight-week-old puppy, as well.
0:05:22 > 0:05:25They named him Buster and tried their best to settle him in.
0:05:25 > 0:05:28But something didn't seem quite right.
0:05:28 > 0:05:31And when he didn't improve after three days, they began to worry.
0:05:31 > 0:05:33Buster was being sick
0:05:33 > 0:05:36and a local vet told them this could be because the family
0:05:36 > 0:05:37had recently changed his diet.
0:05:37 > 0:05:40But Tina had a feeling it was more than that.
0:05:40 > 0:05:43And the next morning, she rushed him to the vet.
0:05:43 > 0:05:46We thought we'd done something wrong. It was something we did.
0:05:46 > 0:05:48Changing his food, you know.
0:05:48 > 0:05:51It wasn't until we took him to the vets, she took one look at him,
0:05:51 > 0:05:54she said she thinks it's parvo.
0:05:54 > 0:05:57Sadly, Buster was diagnosed with parvovirus,
0:05:57 > 0:05:59a potentially life-threatening virus
0:05:59 > 0:06:02that's passed between dogs by close contact.
0:06:02 > 0:06:05It is treatable, but the younger the puppy, the worse the prognosis.
0:06:05 > 0:06:07The vet put Buster on a drip
0:06:07 > 0:06:10and told Tina that it was unlikely that he would survive.
0:06:10 > 0:06:12They were horrified that the puppy
0:06:12 > 0:06:14they'd only just bought could be so ill.
0:06:14 > 0:06:18Tina and David tried to call the breeder for an explanation.
0:06:18 > 0:06:20I left answerphone messages.
0:06:20 > 0:06:23Any respectable breeder or anybody that sells a puppy,
0:06:23 > 0:06:26the minute parvo is mentioned,
0:06:26 > 0:06:29they should have been on the phone, giving me the details,
0:06:29 > 0:06:32"Can I have the phone number for your vet?"
0:06:32 > 0:06:36It wasn't until about 12:00 the following day
0:06:36 > 0:06:40where I actually got to speak to the young lady on the phone.
0:06:40 > 0:06:45She basically said, "You're insured, deal with it. It's not our problem.
0:06:45 > 0:06:48"Things like this happen all the time."
0:06:48 > 0:06:51And that just enraged me even more.
0:06:51 > 0:06:54Just hours later, the vet called David
0:06:54 > 0:06:58to say that Buster was not responding to treatment.
0:06:58 > 0:06:59It made me cry straightaway.
0:06:59 > 0:07:03Telling the kids just destroyed me.
0:07:03 > 0:07:05How do you explain to three young children
0:07:05 > 0:07:07that you've had to put their pup to sleep?
0:07:11 > 0:07:13Naturally, David wanted answers.
0:07:13 > 0:07:16Whilst they couldn't prove that Buster had contracted parvovirus
0:07:16 > 0:07:19before he came to live with them,
0:07:19 > 0:07:21he hadn't been in contact with any other animals,
0:07:21 > 0:07:25or even left the house in the three days since they'd bought him home.
0:07:25 > 0:07:28After trying to get hold of the breeder, a Mr David Rowley,
0:07:28 > 0:07:30he eventually picked up the phone.
0:07:30 > 0:07:34He said, "It's not my problem. It's not my dog anymore, it's your dog."
0:07:34 > 0:07:36He said, "You're insured."
0:07:36 > 0:07:42I said, "No. I've paid you my money. This is down to you.
0:07:42 > 0:07:46"This isn't about insurance, this is about you putting things right."
0:07:46 > 0:07:48But Mr Rowley refused.
0:07:48 > 0:07:51Angered by this, David started looking online
0:07:51 > 0:07:53to see if anyone else had had
0:07:53 > 0:07:55similar problems with the same breeder.
0:07:55 > 0:07:58There was people saying, "We've had a puppy from this guy."
0:07:58 > 0:08:04It's either been really ill, or the puppy had died that they had bought.
0:08:04 > 0:08:07David reported the breeder to the RSPCA,
0:08:07 > 0:08:11the council's Animal Welfare department and to Trading Standards.
0:08:11 > 0:08:14But he's worried that while any investigations take place,
0:08:14 > 0:08:16the breeder is still trading.
0:08:16 > 0:08:17He's still selling puppies.
0:08:17 > 0:08:20He's still got his breeder's licence.
0:08:20 > 0:08:23The family are trying to move on from Buster's death,
0:08:23 > 0:08:26but the memories are still so upsetting for Tina.
0:08:26 > 0:08:30It's something I didn't want my kids to go through so young.
0:08:30 > 0:08:32It's caused a lot of sadness.
0:08:32 > 0:08:37I can't even talk about him without crying. Yeah.
0:08:37 > 0:08:40We got in touch with the breeder, David Rowley,
0:08:40 > 0:08:43who told us that he would never knowingly sell a dog that's ill.
0:08:43 > 0:08:46He and the people who work with him love their animals
0:08:46 > 0:08:47and the last thing they want
0:08:47 > 0:08:50is for anybody to be upset with one of their dogs.
0:08:50 > 0:08:53He told us that he doesn't allow visitors
0:08:53 > 0:08:55to go into the house to visit the puppies
0:08:55 > 0:08:59because his porch is very large and the floor is tiled,
0:08:59 > 0:09:03so it's easy to clean in order to prevent a spread of infection.
0:09:03 > 0:09:05He also reiterated that when the family visited,
0:09:05 > 0:09:08it wasn't possible to see Buster's mother
0:09:08 > 0:09:10because she'd already gone back to her own home.
0:09:10 > 0:09:15Mr Rowley told us that when he heard about Buster's parvovirus diagnosis,
0:09:15 > 0:09:19he told David to do whatever it takes to treat the dog.
0:09:19 > 0:09:22And that whilst the insurance would cover these costs,
0:09:22 > 0:09:25he would pay the £100 insurance excess.
0:09:25 > 0:09:29He also says that he immediately quarantined his other puppies as a precaution,
0:09:29 > 0:09:33but in any case, he disputed that Buster died of parvovirus at all.
0:09:33 > 0:09:37Instead, suggesting that he may have tested positive for it
0:09:37 > 0:09:40because he had recently been inoculated against it.
0:09:40 > 0:09:42But when we checked this out,
0:09:42 > 0:09:46we were told there is no scientific evidence of it being possible.
0:09:46 > 0:09:51What's more, we have discovered that Mr Rowley sold another puppy
0:09:51 > 0:09:53that also died of parvovirus just four days
0:09:53 > 0:09:57after he'd been told about Buster's diagnosis.
0:09:57 > 0:09:58However, when we put that to him,
0:09:58 > 0:10:02he insisted he hadn't been informed that any other puppy had died.
0:10:02 > 0:10:04But since we spoke to Mr Rowley,
0:10:04 > 0:10:07we've been told that he has pleaded guilty to four counts
0:10:07 > 0:10:10of operating a pet shop without a licence.
0:10:12 > 0:10:15So, with so many pets advertised for sale online,
0:10:15 > 0:10:19how can you be sure you're buying from a reputable breeder?
0:10:19 > 0:10:22I've come to the British Veterinary Association to find out.
0:10:22 > 0:10:25Always see a puppy with its mother.
0:10:25 > 0:10:28And that's very good advice in almost every case.
0:10:28 > 0:10:30When people who are trying to pull the wool over your eyes
0:10:30 > 0:10:32realise that's the main criteria you ask for,
0:10:32 > 0:10:34then it's not beyond the wit of man
0:10:34 > 0:10:37that will find a dog and call it a mother.
0:10:37 > 0:10:39So you've got to have your eyes open.
0:10:39 > 0:10:41The other big thing, of course, these days,
0:10:41 > 0:10:44is buying puppies on the internet. So, how do you view that?
0:10:44 > 0:10:46With great caution.
0:10:46 > 0:10:49The internet is a great place to advertise.
0:10:49 > 0:10:52With puppies, you should go and see the environment,
0:10:52 > 0:10:53see the puppy, see its parents.
0:10:53 > 0:10:58As well as asking lots of questions about the puppy, its parents
0:10:58 > 0:10:59and the breeders themselves,
0:10:59 > 0:11:02you should see if the breeder can give you a puppy contract
0:11:02 > 0:11:06with detailed information about the puppy's background and its health.
0:11:06 > 0:11:10All of which a reputable breeder should be happy to provide.
0:11:10 > 0:11:14Meanwhile, now that a few months have passed since Buster's death,
0:11:14 > 0:11:18Tina, David and the boys have decided it's time for a new puppy.
0:11:18 > 0:11:22But this time, they've done their homework, found a reputable breeder
0:11:22 > 0:11:26and organised for extra-early parvovirus vaccinations for the pup.
0:11:26 > 0:11:28We've been on the Kennel Club website
0:11:28 > 0:11:31and we followed the guidelines in choosing a puppy.
0:11:31 > 0:11:33We've seen Mum. We're very happy indeed.
0:11:40 > 0:11:43The old stereotype of the dodgy second-hand car dealer
0:11:43 > 0:11:45isn't quite so true these days.
0:11:45 > 0:11:48And yet there's still an extraordinary number of problems
0:11:48 > 0:11:50and complaints about buying a used car.
0:11:50 > 0:11:54In fact, last year, Citizens Advice dealt with 84,000 of them.
0:11:54 > 0:11:57That's more than for any other purchase.
0:11:57 > 0:11:59And nearly three quarters were to do with faults
0:11:59 > 0:12:01that developed in the first month.
0:12:01 > 0:12:04So, how many of us really know what to look out for
0:12:04 > 0:12:06when we're buying a second-hand car?
0:12:06 > 0:12:10We did a test on the streets of Exeter to find out.
0:12:16 > 0:12:20Here's one used car that definitely isn't fit to drive.
0:12:20 > 0:12:23It's 13 years old, has done enough miles to take it almost to the moon
0:12:23 > 0:12:25and beneath that two-tone paint job,
0:12:25 > 0:12:28it's been specially rigged with problems.
0:12:28 > 0:12:30But if you were in the market for a new motor,
0:12:30 > 0:12:32how many would you spot?
0:12:32 > 0:12:35We wanted consumers to be more aware about what they were buying.
0:12:35 > 0:12:37So one side is good and one side is bad.
0:12:37 > 0:12:39On the green side, there are various faults
0:12:39 > 0:12:42and we want to see if consumers can actually find out what they are.
0:12:42 > 0:12:47The white side is in perfect condition, but the green side isn't.
0:12:47 > 0:12:50There are nine problems which any car buyer should be looking out for.
0:12:50 > 0:12:52Some of them potentially dangerous.
0:12:52 > 0:12:55Let's see how many these Exeter shoppers can identify.
0:12:55 > 0:12:59Well, this looks a bit dodgy already. Look at the light!
0:12:59 > 0:13:01So, you're not happy with the light?
0:13:01 > 0:13:03- Not massively happy with the light. - No?
0:13:03 > 0:13:06I don't really know what I should be looking for.
0:13:06 > 0:13:08She was right to spot the loose headlight,
0:13:08 > 0:13:10but there's also a worn front tyre,
0:13:10 > 0:13:12the front wing doesn't fit properly
0:13:12 > 0:13:14and the suspension spring is broken.
0:13:14 > 0:13:18Front wing's out of alignment, the panel gaps are all wrong.
0:13:18 > 0:13:22Obviously, there's a bit of trim missing.
0:13:22 > 0:13:24The bonnet's dented, as well,
0:13:24 > 0:13:26so it's obviously had a bit of an impact...
0:13:26 > 0:13:31Yeah, but it's 2001, it's going to have a few little blemishes.
0:13:31 > 0:13:33A bit more than a blemish, though, isn't it?
0:13:33 > 0:13:35- It's a bit rusty, the suspension. - Is it?
0:13:35 > 0:13:36When you were looking at the spring,
0:13:36 > 0:13:39did you notice the coils weren't complete?
0:13:39 > 0:13:41The spring's actually broken.
0:13:41 > 0:13:44Ah, yes, I see that. Yeah. I see that now, yeah.
0:13:44 > 0:13:45It's a particularly dangerous fault
0:13:45 > 0:13:48because what can happen is the broken section of the spring
0:13:48 > 0:13:50can spike the sidewall of the tyre.
0:13:52 > 0:13:54But our car has other serious problems
0:13:54 > 0:13:57you might only spot after a careful look at the paperwork.
0:13:57 > 0:14:00Not least a discrepancy in its true mileage.
0:14:00 > 0:14:04200,000 miles.
0:14:06 > 0:14:07It says, like, 97 in here.
0:14:08 > 0:14:11- So, it's different? - Yeah, completely different.
0:14:11 > 0:14:13It means it's been clocked.
0:14:13 > 0:14:15And our car shouldn't even be on sale.
0:14:15 > 0:14:18Close study of the documents reveals it's been scrapped.
0:14:18 > 0:14:21It says something about DVLA, it's been scrapped.
0:14:21 > 0:14:24It is not looking good.
0:14:24 > 0:14:27It's a stereotype that girls know nothing about cars.
0:14:27 > 0:14:29And I think you don't want to embarrass yourself,
0:14:29 > 0:14:32so I probably wouldn't even ask the questions, I'd just go, "It's fine."
0:14:32 > 0:14:33Take it at face value.
0:14:33 > 0:14:37And that's what a lot of us do when we're buying a car.
0:14:37 > 0:14:39Charley Evans from Bridgend, for one.
0:14:39 > 0:14:42In the summer of 2013, while pregnant with baby Chloe,
0:14:42 > 0:14:46she decided the time was right for a family car.
0:14:46 > 0:14:49She went to one of Wales' biggest chain of dealerships,
0:14:49 > 0:14:51The Trade Centre Wales Ltd.
0:14:51 > 0:14:54"We like to make sure your journey is worth your while."
0:14:54 > 0:14:56But Charley doesn't feel her experience
0:14:56 > 0:14:58with The Trade Centre Wales was worth her while.
0:14:58 > 0:15:00We were really excited.
0:15:00 > 0:15:03They sounded like they would give us a great deal, which they did.
0:15:03 > 0:15:06Well, we thought they did.
0:15:06 > 0:15:10The couple chose a six-year-old Vauxhall Astra and paid £5,000.
0:15:10 > 0:15:14But they didn't do any checks on it before signing on the dotted line.
0:15:14 > 0:15:16They said they'd give us £1,000 off
0:15:16 > 0:15:19if we bought it there and then on the day.
0:15:19 > 0:15:21We didn't have to pay a deposit.
0:15:21 > 0:15:25And it looked like a really good car.
0:15:25 > 0:15:29But things weren't quite so good on the inside.
0:15:29 > 0:15:33After two weeks, there was a huge sort of rattling under the engine
0:15:33 > 0:15:35and we just about made it home
0:15:35 > 0:15:37and that's when we got someone to come and have a look at it
0:15:37 > 0:15:39because we didn't want to drive it.
0:15:39 > 0:15:42The Trade Centre Wales say all their cars
0:15:42 > 0:15:45go through a 99-point inspection before they go on sale.
0:15:45 > 0:15:47But Charley's car ended up back there
0:15:47 > 0:15:50only a very short time after she'd bought it.
0:15:51 > 0:15:53I was just devastated.
0:15:53 > 0:15:57You don't expect such a huge problem to go wrong with the car.
0:15:57 > 0:16:01So I was having doubts straightaway
0:16:01 > 0:16:04that I had made a huge mistake.
0:16:04 > 0:16:06The Trade Centre Wales agreed to look at her car
0:16:06 > 0:16:09and reassured Charley that they'd now fix the fault.
0:16:09 > 0:16:11We went down there and complained
0:16:11 > 0:16:15and they said they'd take it and have a look at it themselves.
0:16:15 > 0:16:18And a couple of days later, the noise came back
0:16:18 > 0:16:20and we were, like, "Great!"
0:16:22 > 0:16:26Not wanting to drive the 30 miles to the dealership in the faulty car,
0:16:26 > 0:16:28Charley went to an independent garage
0:16:28 > 0:16:30who told her the problem was still there.
0:16:30 > 0:16:33Exasperated, she complained again to The Trade Centre Wales.
0:16:33 > 0:16:35They agreed to come and get the car
0:16:35 > 0:16:38and promised to fix it for a second time.
0:16:38 > 0:16:40But after she got it back,
0:16:40 > 0:16:42it wasn't long before Charley felt the car was playing up again.
0:16:42 > 0:16:46To the point where she says she was having difficulty even starting it.
0:16:46 > 0:16:48She took the car to another garage
0:16:48 > 0:16:50and they told her that far from being fixed,
0:16:50 > 0:16:54the engine needed to be completely reconditioned.
0:16:54 > 0:16:56By this point, I said, "I don't want the car.
0:16:56 > 0:16:58"I want nothing to do with the car.
0:16:58 > 0:17:00"It's caused me too many problems.
0:17:00 > 0:17:04"I don't feel safe driving it while I was heavily pregnant."
0:17:04 > 0:17:06Next, The Trade Centre Wales
0:17:06 > 0:17:09asked an independent mechanic to look at the car.
0:17:09 > 0:17:11And after he concluded there was a fault
0:17:11 > 0:17:15that hadn't yet been identified, they did agree to take the car back,
0:17:15 > 0:17:16cancel Charley's finance agreement
0:17:16 > 0:17:18and refund the money she had paid.
0:17:20 > 0:17:22I was devastated. I've never been through so much stress
0:17:22 > 0:17:25and I did not need that while I was heavily pregnant.
0:17:26 > 0:17:29When we contacted The Trade Centre Wales about all this,
0:17:29 > 0:17:31they told us it is simply not accurate
0:17:31 > 0:17:34to say the car had a massive engine problem.
0:17:34 > 0:17:38They say at no time was Charley told the car was unsafe to drive,
0:17:38 > 0:17:42pointing out that their technicians drove it for over 62 miles
0:17:42 > 0:17:46without incident and that over a considerable time,
0:17:46 > 0:17:48the engine performed faultlessly.
0:17:48 > 0:17:51They added that while the independent mechanic
0:17:51 > 0:17:52they asked to inspect the car
0:17:52 > 0:17:56did conclude it had an underlying problem,
0:17:56 > 0:17:59this was absolutely not due to any lack of proper attention
0:17:59 > 0:18:01by their mechanics.
0:18:01 > 0:18:04Indeed, they said the car had been troublesome for them, too,
0:18:04 > 0:18:08and it's caused them substantial financial loss.
0:18:08 > 0:18:12Stressing they're the UK's fifth largest independent used-car dealer
0:18:12 > 0:18:14with five-star reviews on independent websites,
0:18:14 > 0:18:17they also told us they've applied assiduous
0:18:17 > 0:18:20and sympathetic attention to Charley's complaints
0:18:20 > 0:18:24and offered her a goodwill payment of £500 to cover the cost
0:18:24 > 0:18:27and inconvenience she experienced.
0:18:27 > 0:18:30And they told us about the detailed consumer protection systems
0:18:30 > 0:18:32they have in place to protect customers
0:18:32 > 0:18:36at every stage from pre-sales to aftercare.
0:18:36 > 0:18:39But for Charley, the car simply didn't live up to her expectations
0:18:39 > 0:18:43and she wishes she'd known more about the sort of problems
0:18:43 > 0:18:45that can occur before she bought it.
0:18:45 > 0:18:48I don't know anything about cars. I really wish I did
0:18:48 > 0:18:50and had been more educated knowing
0:18:50 > 0:18:53what to look for in buying a used vehicle.
0:18:55 > 0:18:58Charley didn't even lift the bonnet when she bought her car.
0:18:58 > 0:19:01There's nothing to say she would have noticed a fault if she had.
0:19:01 > 0:19:06But even just a little knowledge can save a lot of trouble later on.
0:19:06 > 0:19:08So let's go back to our shoppers in Exeter
0:19:08 > 0:19:10to see how much of that knowledge they have.
0:19:10 > 0:19:12How well are they doing at spotting
0:19:12 > 0:19:14the problems with this second-hand car?
0:19:14 > 0:19:16Would you ever check the tyre size?
0:19:16 > 0:19:19Yes, you must check the tyre size.
0:19:19 > 0:19:23If we look at the front one and compare it,
0:19:23 > 0:19:24that's actually illegal
0:19:24 > 0:19:27to have tyres of different size on the same side.
0:19:27 > 0:19:29The average person wouldn't notice that.
0:19:29 > 0:19:32Well, we're trying to make sure the average person does now.
0:19:32 > 0:19:34- Thanks to you.- Yes, that's right.
0:19:35 > 0:19:36It seems there aren't too many of us
0:19:36 > 0:19:39who can properly assess a used car before we buy.
0:19:39 > 0:19:43But on our website, bbc.co.uk/ripoffbritain,
0:19:43 > 0:19:44you can find more tips from Tim
0:19:44 > 0:19:47on the key things to check with a second-hand car
0:19:47 > 0:19:48to improve your chances of buying
0:19:48 > 0:19:51something that's safe and won't let you down.
0:19:58 > 0:20:01Still to come on Rip-Off Britain, the ads are everywhere,
0:20:01 > 0:20:03but are savings plans aimed at the over 50s
0:20:03 > 0:20:07as good a deal as the famous faces might lead you to think?
0:20:07 > 0:20:13I felt cheated, yes. But I felt also pretty helpless.
0:20:19 > 0:20:22Our Rip-Off Britain pop-up shop is open for business!
0:20:25 > 0:20:27And you've been out in force,
0:20:27 > 0:20:30getting as much information as possible from our experts.
0:20:31 > 0:20:33Because their primary job in life
0:20:33 > 0:20:36is to make sure you do not get ripped off.
0:20:40 > 0:20:43And first in line when we opened the doors was Lisa Archer.
0:20:43 > 0:20:46After a paranormal holiday trip fell flat,
0:20:46 > 0:20:48rather than giving up the ghost,
0:20:48 > 0:20:52she came for advice from trading standards expert, Adrian Simpson.
0:20:52 > 0:20:55The coach turned up, there were no toilet facilities.
0:20:55 > 0:20:58Bearing in mind there's 70 people on the coach
0:20:58 > 0:21:00that were meant to be on there 12 hours. It took 18 hours.
0:21:00 > 0:21:03We got to Eurotunnel, it wasn't even booked.
0:21:03 > 0:21:05So instead of having the whole day to look around,
0:21:05 > 0:21:09we got there at 4:30, had a very rushed trip around.
0:21:09 > 0:21:11We've got e-mails proving they didn't even book it.
0:21:12 > 0:21:15If you promised so much to somebody and you don't get any of it,
0:21:15 > 0:21:17to me, that's not been sold properly.
0:21:17 > 0:21:19So let's go to Adrian. What do you think of this case?
0:21:19 > 0:21:22If they've failed to use reasonable care and skill,
0:21:22 > 0:21:24then they are deemed to be in breach of contract.
0:21:24 > 0:21:27You should be able to, as a consumer, claim back damages.
0:21:27 > 0:21:31Which could be a refund or some money back.
0:21:31 > 0:21:33My advice would be to take it up with the business,
0:21:33 > 0:21:35perhaps by the form of a recorded-delivery letter,
0:21:35 > 0:21:38explaining the situation, detailing what happened.
0:21:38 > 0:21:39- Sorry.- She's shaking her head.
0:21:39 > 0:21:43They're moved to Ireland. Nobody has their address.
0:21:43 > 0:21:46I believe people did recorded deliveries to their previous address
0:21:46 > 0:21:48and they were being signed by different names.
0:21:48 > 0:21:51If they're based elsewhere in the European Union,
0:21:51 > 0:21:54there is an advice service called the UK European Consumer Centre.
0:21:54 > 0:21:56- Oh, OK.- They can assist you with complaints
0:21:56 > 0:21:59against businesses based elsewhere in the European Union.
0:21:59 > 0:22:01- Stick with it.- Thank you. - Be like that terrier.
0:22:01 > 0:22:03- Bit between the teeth and keep going.- Thank you so much.
0:22:07 > 0:22:10Meanwhile Andy Shenton and his family came to see
0:22:10 > 0:22:12communications expert David McClelland.
0:22:12 > 0:22:15They're unhappy with their broadband provider which has
0:22:15 > 0:22:18brought in a more limited data allowance.
0:22:18 > 0:22:22David, we have Andy here who's got problems with his phones
0:22:22 > 0:22:25and his internet and you're just the man to sort him out.
0:22:25 > 0:22:27I've got a broadband and telephone package.
0:22:27 > 0:22:29One of the things
0:22:29 > 0:22:33they introduced was a 20G allowance, before that I was on unlimited,
0:22:33 > 0:22:35so I never gave it a thought until the first bill came through
0:22:35 > 0:22:39and I was hit with a £10 surcharge for exceeding the data cap.
0:22:39 > 0:22:42I thought, well, I'll give them a ring to see what was happening.
0:22:42 > 0:22:44And they said, "Yeah
0:22:44 > 0:22:46"because you've exceeded your data allowance. You should have
0:22:46 > 0:22:50"had an e-mail to say you're getting close, once you get to 80%."
0:22:50 > 0:22:51I said, "Well, I never
0:22:51 > 0:22:55"got an e-mail." I get an e-mail to say that my bill's ready so...
0:22:55 > 0:22:58- So they do have your e-mail address? - Yes, but there's nothing to say that I'm
0:22:58 > 0:23:02- getting close to my limit. - How do you use the internet in your
0:23:02 > 0:23:07- house these days?- Surfing the web, watching a bit of the old iPlayer.
0:23:07 > 0:23:11We've got three children, so you can imagine they're all on their games on the internet.
0:23:11 > 0:23:14- It's a massive part of our life. - Yes, definitely.
0:23:14 > 0:23:18And there's nothing that you're doing which is particularly extravagant or out of the ordinary
0:23:18 > 0:23:22in terms of your internet usage. Speak to their customer services rep
0:23:22 > 0:23:24and find out why you're not getting these e-mails because this is
0:23:24 > 0:23:28a key part of you understanding your usage and say, "Look, we're going over
0:23:28 > 0:23:33"our monthly usage. Rather than paying this £10 service charge every month, what
0:23:33 > 0:23:36"other options are there?" If you're still not happy use your power as
0:23:36 > 0:23:40consumers to take a look at the rest of the market to find a better deal
0:23:40 > 0:23:44that will suit you - because loyalty counts for nothing, I'm afraid to say, these days.
0:23:44 > 0:23:48So, how does all of that strike you? Do you think you've got a plan of action out of that?
0:23:48 > 0:23:53- A plan of action, yes.- And let's face it, particularly a family with three kids, as well,
0:23:53 > 0:23:56your data usage is not going to shrink over time, it's going to carry on growing, isn't it?
0:23:56 > 0:24:00And that's something you definitely need to be conscious of
0:24:00 > 0:24:03- when choosing your broadband package.- Yeah.
0:24:06 > 0:24:10Now, let's be honest, very few of us really want to spend much time
0:24:10 > 0:24:12making arrangements for after we pass on.
0:24:12 > 0:24:15Obviously, we don't want our families to be out of pocket
0:24:15 > 0:24:17paying for funeral costs, but really,
0:24:17 > 0:24:21sorting out all the details isn't a job that any of us relish.
0:24:21 > 0:24:25Which is why life insurance products known as Over 50s Plans have
0:24:25 > 0:24:27become so popular.
0:24:27 > 0:24:29They market themselves on their simplicity -
0:24:29 > 0:24:33nothing complicated, just a very easy monthly payment
0:24:33 > 0:24:36and a painless sign-up process that means you don't need to think about
0:24:36 > 0:24:39the unthinkable for too long.
0:24:39 > 0:24:41But they may not always be the best bet.
0:24:41 > 0:24:44And it could be that thinking the unthinkable for just that little
0:24:44 > 0:24:49bit longer could save you and your loved ones hundreds of pounds.
0:24:49 > 0:24:52I've met thousands of fascinating people and I have some wonderful
0:24:52 > 0:24:55memories, but if you'd like to leave your loved ones
0:24:55 > 0:24:59more than happy memories, you might want to look at this...
0:24:59 > 0:25:02It costs from £7 a month and with LV
0:25:02 > 0:25:04there's no medical or health questions.
0:25:04 > 0:25:07They're one of the bestselling retirement products
0:25:07 > 0:25:10on the market and with trusted faces like Sir Michael Parkinson
0:25:10 > 0:25:14and Cilla Black fronting their ad campaigns, Over 50s Plans
0:25:14 > 0:25:17offer reassurance, peace of mind, and security.
0:25:17 > 0:25:19You can't prepare for the grief,
0:25:19 > 0:25:21but there is a way you can ease
0:25:21 > 0:25:24the money worries of those left behind.
0:25:24 > 0:25:26And Parky and Cilla are in good company.
0:25:27 > 0:25:29Now, you may remember that some years back,
0:25:29 > 0:25:33I also advertised an Over 50s Plan. The idea is quite simple,
0:25:33 > 0:25:37each month you pay in a small amount of money and then at the end of your
0:25:37 > 0:25:41life it pays out a lump sum to your family to cover things like funeral
0:25:41 > 0:25:46costs and so on. But what I didn't realise and maybe those of you who have taken out
0:25:46 > 0:25:50an Over 50s Plan don't realise either, is that what you pay in
0:25:50 > 0:25:55in your lifetime, can be a lot more than your family actually get out.
0:25:55 > 0:25:59They work like this. The amount you get as a lump sum stays the same.
0:25:59 > 0:26:00It's fixed, in other words.
0:26:00 > 0:26:05But, the amount you pay in each month is fixed at a set rate as well.
0:26:05 > 0:26:08So, the longer you live, the more you end up paying.
0:26:08 > 0:26:11Because after a certain point you'll start paying in MORE than
0:26:11 > 0:26:13the lump sum is worth.
0:26:13 > 0:26:16It's called the break even point.
0:26:16 > 0:26:20Margaret Seamen took out an Over 50s plan back in 1997,
0:26:20 > 0:26:21as did her husband John.
0:26:21 > 0:26:25They were together for 65 years after a rather sweet chance
0:26:25 > 0:26:27encounter in a London tube station.
0:26:27 > 0:26:29He had a doughnut in his pocket...
0:26:29 > 0:26:31SHE LAUGHS
0:26:31 > 0:26:34..and he pulled it out of his pocket and I said
0:26:34 > 0:26:38"That's rather nice, I haven't had a doughnut for six years!"
0:26:38 > 0:26:40SHE LAUGHS
0:26:40 > 0:26:41So, that was the first day.
0:26:41 > 0:26:43So a doughnut started it all, eh?
0:26:43 > 0:26:47And I'm still quite fond of doughnuts now.
0:26:47 > 0:26:50They married six weeks later after this meeting.
0:26:50 > 0:26:52And many happy years followed.
0:26:52 > 0:26:54Then in September 1997,
0:26:54 > 0:26:58they both took out the Sun Life Guaranteed Over 50s Plan.
0:26:58 > 0:27:00And how much were you paying into the fund?
0:27:00 > 0:27:05£14 a month. But we thought, "If one of us dies,
0:27:05 > 0:27:10"we will help to pay for the funeral expenses."
0:27:10 > 0:27:14But when 14 years later, John passed away, at the age of 89,
0:27:14 > 0:27:16daughter Charmaine got a shock.
0:27:16 > 0:27:20The money they had got back was little more than HALF of what John paid in.
0:27:20 > 0:27:22What amount did they give you?
0:27:22 > 0:27:26Erm, £1,200 and a few pence.
0:27:26 > 0:27:30And, we worked it out that he'd actually paid in
0:27:30 > 0:27:31about £2,300.
0:27:31 > 0:27:36And I don't think that the policy, that it
0:27:36 > 0:27:39was explained quite how it would work.
0:27:39 > 0:27:43This business about continuing to pay in after you've reached
0:27:43 > 0:27:49the sum that you're going to get back, it wasn't made clear at all.
0:27:49 > 0:27:51Although it was unclear to Margaret,
0:27:51 > 0:27:54this fact WAS stated in the policy documents she signed.
0:27:54 > 0:27:57And she soon realised that the fixed value of her own plan was
0:27:57 > 0:28:01only ever going to be £1,650,
0:28:01 > 0:28:02no matter how much she paid in.
0:28:02 > 0:28:06As it was a plan for life, she'd be making payments for ever -
0:28:06 > 0:28:09long after she'd paid in more than the policy would ever pay out.
0:28:09 > 0:28:11So you felt cheated and...
0:28:11 > 0:28:14I felt cheated, yes.
0:28:14 > 0:28:17But I felt, also, pretty helpless.
0:28:17 > 0:28:21Now, in 2009, the Financial Services Authority told the companies
0:28:21 > 0:28:24that they had to make it very clear in their advertising that what
0:28:24 > 0:28:28you paid in wasn't necessarily what your loved ones would get back out.
0:28:30 > 0:28:33As of March 2014 all providers have had to implement
0:28:33 > 0:28:37guidance drawn up by the Association of British Insurers which
0:28:37 > 0:28:41should make it crystal clear that this is an insurance plan
0:28:41 > 0:28:43and NOT a way to save.
0:28:43 > 0:28:47We looked at the website of five top providers of Over 50s Plans,
0:28:47 > 0:28:49including Sun Life.
0:28:49 > 0:28:53And the required warning IS now clearly evident on their websites.
0:28:53 > 0:28:55They're included in the adverts, as well, in the small
0:28:55 > 0:28:57print at the bottom of the screen.
0:28:58 > 0:29:02And there's no doubt that despite criticism, Over 50s Plans
0:29:02 > 0:29:05are still an incredibly popular product - with more than
0:29:05 > 0:29:09439,000 of them being sold last year.
0:29:09 > 0:29:13But financial expert Ros Altmann is very worried that not everyone
0:29:13 > 0:29:16who's bought one fully appreciates what they've signed up to.
0:29:16 > 0:29:20I think a lot of families feel miffed, they think, "Well, my dad
0:29:20 > 0:29:24"paid in nearly £4,000 and yet we're only getting £1,800",
0:29:24 > 0:29:25or whatever it is.
0:29:25 > 0:29:29So, apart from the pain of losing a loved one, they really feel
0:29:29 > 0:29:34the misery of not getting as much money out as the person paid in.
0:29:34 > 0:29:38Yes, I think a lot of families end up being quite shocked
0:29:38 > 0:29:43when they calculate how much money was actually paid into the plan
0:29:43 > 0:29:46and then how much they get out of it.
0:29:46 > 0:29:50And they are very upset to find that there's nothing
0:29:50 > 0:29:51they can do about it.
0:29:53 > 0:29:55And that's what's happened to Margaret.
0:29:55 > 0:29:57Having paid in £2,300 already,
0:29:57 > 0:30:00she decided to stop the payments.
0:30:00 > 0:30:03We just told my mum to stop paying because we didn't see
0:30:03 > 0:30:06the point of her continuing to throw money away like that.
0:30:06 > 0:30:09But by doing so she broke the contract
0:30:09 > 0:30:13and her family will now only get £642 when she dies,
0:30:13 > 0:30:18That's nearly £1,700 less than the total she paid in so far.
0:30:18 > 0:30:20The family complained to Sun Life and got nowhere.
0:30:20 > 0:30:25Our complaints weren't upheld because that is what the policy was
0:30:25 > 0:30:29and so, legally, that was absolutely right
0:30:29 > 0:30:35but we just think that it's not fair and people need to be made aware.
0:30:36 > 0:30:38We contacted Sun Life Direct,
0:30:38 > 0:30:42who no longer run Margaret's policy but they did at the time she bought it.
0:30:42 > 0:30:44They told us that they're very sorry to hear
0:30:44 > 0:30:47she was disappointed with her plan, but stressed that it is more common
0:30:47 > 0:30:51for their customers to get back more than they actually paid in -
0:30:51 > 0:30:52although...
0:30:58 > 0:31:01Of course, if you DON'T live too much longer after taking
0:31:01 > 0:31:04one of these policies out, it could feasibly end up paying out
0:31:04 > 0:31:06MORE than you'd paid in.
0:31:06 > 0:31:11So, before buying one, it's absolutely crucial that you understand exactly how it works
0:31:11 > 0:31:14so that you can decide if it's the most appropriate product for you.
0:31:14 > 0:31:16And keep in mind that
0:31:16 > 0:31:19if you're just looking for a way to leave something behind to
0:31:19 > 0:31:23cover funeral expenses and the like, there are other options.
0:31:23 > 0:31:27There are conventional funeral plans which you can take out which
0:31:27 > 0:31:33mean that the plan itself will cover the cost of your funeral.
0:31:33 > 0:31:39One alternative, if you're only in your 50s or maybe 60s...
0:31:39 > 0:31:42is to just put the money in a savings account.
0:31:42 > 0:31:46And, then, over time, that will mount up and if you do live an
0:31:46 > 0:31:52average life expectancy - you'll then leave a lump sum for your family.
0:31:52 > 0:31:56For Ros that gives a bit more certainty than Over 50s Plans
0:31:56 > 0:31:59where the benefit depends on how long you live for.
0:31:59 > 0:32:01It seems ironic that you have to die at the right time.
0:32:01 > 0:32:04That's the problem - none of us know when we're going to die.
0:32:04 > 0:32:09And it is really quite sad to think that a lot of them
0:32:09 > 0:32:13end up living a long time, which is great news, but then being really
0:32:13 > 0:32:17disappointed, that what they thought
0:32:17 > 0:32:21was putting their money into something sensible,
0:32:21 > 0:32:27turns out to be or feels like, for them, to be a bit of a rip off.
0:32:31 > 0:32:34We've put together a free booklet of tips
0:32:34 > 0:32:36and advice to help safeguard your hard-earned money.
0:32:36 > 0:32:38You can download it from our website...
0:32:41 > 0:32:44Or, for a hard copy, send a stamped, self-addressed
0:32:44 > 0:32:48A5 envelope to the address we'll give at the end of the programme.
0:32:48 > 0:32:51You'll also find on the website lots more information on the topics
0:32:51 > 0:32:53we've tackled throughout the series,
0:32:53 > 0:32:58with plenty of tips on how to save money - and avoid being caught out.
0:33:01 > 0:33:05Moving into any new building is always pretty exciting, isn't it?
0:33:05 > 0:33:07But if it's brand-new, and not even built yet,
0:33:07 > 0:33:11then you might well have to trust the developer's design drawings
0:33:11 > 0:33:15to really get a picture of how your new home is going to look.
0:33:15 > 0:33:19And those plans SHOULD give you a pretty good idea of important things
0:33:19 > 0:33:22like the size of the rooms, the layout of the building and
0:33:22 > 0:33:27if it's a block of flats then the location of lifts and fire escapes.
0:33:27 > 0:33:30But unfortunately, even when something appears to be
0:33:30 > 0:33:34shown very clearly on the plan, that doesn't necessarily
0:33:34 > 0:33:38mean that it is going to end up being included in the finished building.
0:33:38 > 0:33:41As the bitterly disappointed residents of one
0:33:41 > 0:33:43block in Huddersfield have found out.
0:33:45 > 0:33:48Nestled in a valley on the edge of the Yorkshire countryside,
0:33:48 > 0:33:53Waterside Mill is part of an historic complex of former textile mills.
0:33:53 > 0:33:56But, unlike the two other mills in the development,
0:33:56 > 0:34:00THIS building has never produced so much as a thread... because it
0:34:00 > 0:34:04was only built in 2012. When the old mills next door were redeveloped,
0:34:04 > 0:34:08this new block of 16 apartments was added.
0:34:08 > 0:34:11But some residents don't feel that everything about their smart
0:34:11 > 0:34:14new homes is quite what they were expecting.
0:34:14 > 0:34:16And, top of their list of frustrations is
0:34:16 > 0:34:19what's behind this white panel.
0:34:19 > 0:34:22We think this is the door that should be a lift door
0:34:22 > 0:34:24but it's not.
0:34:24 > 0:34:28We know that the lift shaft is there, the wiring's there.
0:34:28 > 0:34:32Why we haven't got a lift, we don't know.
0:34:32 > 0:34:35The mystery of the empty lift shaft has frustrated
0:34:35 > 0:34:38several of the residents of Waterside Mill.
0:34:38 > 0:34:41Janet Porteus and her husband Barrie live on the lower-ground floor
0:34:41 > 0:34:43and they say one reason they moved in was
0:34:43 > 0:34:47because they believed a lift would be present.
0:34:47 > 0:34:51We have to negotiate two flights of stairs to get
0:34:51 > 0:34:57out of our apartment and, obviously, two flights of stairs, down with shopping, to our apartment
0:34:57 > 0:35:00which we're finding difficult and it's going to get
0:35:00 > 0:35:04more difficult as we get older, I'm sure. This is why we want the lift.
0:35:05 > 0:35:09The building's developers, PJ Livesey, insist that a lift was
0:35:09 > 0:35:12NEVER on the cards and they just built the lift shaft in case
0:35:12 > 0:35:16residents wanted to install their own lift at a later date.
0:35:16 > 0:35:19But this is news to residents, many of whom were convinced that
0:35:19 > 0:35:21a lift WOULD be present.
0:35:21 > 0:35:25After all, one IS shown on the plans.
0:35:25 > 0:35:28We have a plan on our lease... which clearly shows...
0:35:30 > 0:35:32..the lift in situ.
0:35:33 > 0:35:38We feel like this is what we've paid for so why on earth isn't it here?
0:35:38 > 0:35:42Two floors above Janet and Barrie live Dave and Pam.
0:35:42 > 0:35:45They too think the developers should have installed a lift.
0:35:45 > 0:35:49We have now been here 12 months, and no sign of installation of the lift.
0:35:49 > 0:35:53- We have great difficulty with my wife with her shopping.- Yeah.
0:35:53 > 0:35:56And, certainly, our disabled friends are not able to visit us.
0:35:56 > 0:35:59One floor up at the top of the building
0:35:59 > 0:36:00lives 23-year-old Anthony Schofield.
0:36:00 > 0:36:04The stairs don't pose him with a huge problem but he does say that he would
0:36:04 > 0:36:08have thought twice if he'd known that the lift would not be installed.
0:36:08 > 0:36:12Personally, I would never have bought an apartment on the top floor
0:36:12 > 0:36:15without a lift, so it's just disappointing.
0:36:15 > 0:36:19A lift is even referred to in the residents' tenancy agreement.
0:36:19 > 0:36:22We can only use the lift for the relevant amount of people
0:36:22 > 0:36:25specified in the lift and to not carry furniture in the lift
0:36:25 > 0:36:29and then there's no lift, so it seems daft that there's a contract that
0:36:29 > 0:36:32we've all signed up to and there's not actually a lift for us to use.
0:36:33 > 0:36:36Anthony and other residents are adamant
0:36:36 > 0:36:41that they were told by various sales reps that a lift WOULD be installed.
0:36:41 > 0:36:44The developers totally reject that.
0:36:44 > 0:36:45Either way, Anthony was
0:36:45 > 0:36:48so determined to get to the bottom of the mystery of the missing lift
0:36:48 > 0:36:51that he employed a solicitor to take up the case.
0:36:52 > 0:36:56The developer's solicitors have just come back saying that they
0:36:56 > 0:36:58built a lift shaft for the purpose of the residents
0:36:58 > 0:37:02if we ever wanted to put in a lift ourselves, we could do.
0:37:02 > 0:37:06Other buildings in the development DO have lifts, but the developer,
0:37:06 > 0:37:11PJ Livesey, say that the flats in those buildings were specifically marketed
0:37:11 > 0:37:16as having lifts, and as a result, they were more expensive to buy.
0:37:16 > 0:37:18The developers say that residents shouldn't have ASSUMED
0:37:18 > 0:37:20that they were getting a lift,
0:37:20 > 0:37:23and if they'd checked when they bought the properties,
0:37:23 > 0:37:26they would have been informed that there were no plans to install one.
0:37:26 > 0:37:31Property expert Henry Pryor says this is a classic example
0:37:31 > 0:37:35of buyers or their legal advisors not asking enough questions.
0:37:35 > 0:37:38A new development is a living thing, it's evolving through
0:37:38 > 0:37:39the planning and build process.
0:37:39 > 0:37:42And, inevitably, therefore you need to be double sure,
0:37:42 > 0:37:46doubly sure that what you are going to be given is what you've ordered.
0:37:46 > 0:37:49Make sure that when people are giving you the undertaking or
0:37:49 > 0:37:52the impression that they're going to deliver gardens or certain
0:37:52 > 0:37:54levels of kitchen, that that is, in fact, what they're committed
0:37:54 > 0:37:57to do, and you need to talk to your lawyer and ask probing
0:37:57 > 0:37:59and searching questions of the builder and the developer.
0:37:59 > 0:38:02At the end of the day you're parting with a considerable amount of money,
0:38:02 > 0:38:05much of which you will have borrowed from a bank or
0:38:05 > 0:38:08building society. It's up to you to ensure that you are getting
0:38:08 > 0:38:11what you think you have ordered and what you've paid for.
0:38:12 > 0:38:15Back at Waterside Mill the empty lift shaft isn't the only
0:38:15 > 0:38:18problem they've had with the development since it was finished.
0:38:18 > 0:38:21That obscure-looking concrete structure in the middle
0:38:21 > 0:38:24of the reservoir SHOULD be supporting a walkway which was
0:38:24 > 0:38:28designed to take residents over the water and out of the development.
0:38:28 > 0:38:30But the walkway HASN'T been finished, meaning that
0:38:30 > 0:38:33if residents want to leave the site on foot,
0:38:33 > 0:38:35they can either take a long detour through
0:38:35 > 0:38:40the rest of the development or try and negotiate the edge of THIS road.
0:38:40 > 0:38:43You've got a blind bend there that you cannot see round.
0:38:45 > 0:38:50If the walkway came over... the pond...
0:38:50 > 0:38:54it would actually exit at the top by the gates.
0:38:54 > 0:38:58So the people would not be in danger in this area.
0:38:59 > 0:39:03Plus the water beside the buildings, initially a haven for wildlife,
0:39:03 > 0:39:06has been left looking rather scruffy, as has what was
0:39:06 > 0:39:09supposed to be visitor parking.
0:39:09 > 0:39:14A building tip behind, that the builders have left from
0:39:14 > 0:39:18when they was building our apartments.
0:39:18 > 0:39:21Put together, residents say that these problems are ruining
0:39:21 > 0:39:25their enjoyment of the homes that otherwise they love.
0:39:25 > 0:39:27When we put all the residents' complaints to the building
0:39:27 > 0:39:32developers, PJ Livesey, they reiterated that there was never any
0:39:32 > 0:39:36intention to install a lift in the empty lift shaft - and that, despite
0:39:36 > 0:39:40what some residents claim, no sales representative said otherwise.
0:39:40 > 0:39:45They also said that when the lease agreement refers to the lift,
0:39:45 > 0:39:46those references...
0:39:49 > 0:39:50And they pointed out that
0:39:50 > 0:39:54because the entrance to the building is on the first floor, no resident
0:39:54 > 0:39:57has to walk more than two floors up or down to their apartment.
0:39:57 > 0:39:59But there was good news too.
0:39:59 > 0:40:02The company agreed that the cordoned-off waste ground
0:40:02 > 0:40:05in the corner of the car park was "unsightly".
0:40:05 > 0:40:08And since we got in touch, they've cleared up the whole of that
0:40:08 > 0:40:11area, and refilled and cleared up the reservoir.
0:40:11 > 0:40:13Plus, they've assured us
0:40:13 > 0:40:17that work to construct the walkway will happen before the end of 2014.
0:40:18 > 0:40:21So that's most of the residents' concerns resolved.
0:40:21 > 0:40:24Except, of course, for that lift.
0:40:24 > 0:40:26We shouldn't be having to deal with all these problems
0:40:26 > 0:40:29when we've got a beautiful apartment.
0:40:29 > 0:40:32No problems with the apartment or the building, it's just
0:40:32 > 0:40:35the areas that aren't finished off and we do really need this lift.
0:40:45 > 0:40:48Here at Rip-Off Britain, we're always ready to investigate
0:40:48 > 0:40:50more of your stories.
0:40:50 > 0:40:53And we'd especially like to hear from you if you've had
0:40:53 > 0:40:56a problem on holiday or while travelling at home or abroad.
0:40:56 > 0:40:59So if you feel let down by your airline,
0:40:59 > 0:41:02disappointed that the hotel looked very different from the glossy
0:41:02 > 0:41:06pictures in the brochure, or maybe you're angry about hidden charges
0:41:06 > 0:41:08that weren't clear when you booked.
0:41:10 > 0:41:12You can write to us.
0:41:21 > 0:41:23Or you can send us an e-mail to...
0:41:26 > 0:41:30The Rip-Off team is ready and waiting to investigate your stories.
0:41:33 > 0:41:37Now, when you're spending your hard-earned cash you want to be sure
0:41:37 > 0:41:41of exactly what you're getting before you hand over a single penny.
0:41:41 > 0:41:44So whether it's a used car or indeed that new puppy, hopefully
0:41:44 > 0:41:48you're now in a better position to know what to ask or look out for to
0:41:48 > 0:41:52be totally confident that you'll end up with what you thought you would.
0:41:52 > 0:41:55But, in fact, however well prepared you are there are going to be
0:41:55 > 0:41:59those unexpected situations where you find yourself out of pocket,
0:41:59 > 0:42:01short changed, or thoroughly ripped off.
0:42:01 > 0:42:05And those are exactly the times when we are here to try and help.
0:42:05 > 0:42:08And you never know, it could be your story that we feature
0:42:08 > 0:42:11in one of our future programmes - which are going to include
0:42:11 > 0:42:14a week of live shows coming up very soon.
0:42:14 > 0:42:18As well as even more consumer reports in our Food and Holidays series
0:42:18 > 0:42:22next year. And as all of our stories come from you,
0:42:22 > 0:42:25please do keep sending us all your letters and e-mails,
0:42:25 > 0:42:27they really are the lifeblood of this programme.
0:42:27 > 0:42:30And we'll do our very best to look into as many of them as we can.
0:42:30 > 0:42:34But until the next time, from all the team here, and from us,
0:42:34 > 0:42:36- bye-bye.- Bye.- Bye.