0:00:03 > 0:00:05We asked you to tell us what's left you feeling ripped off,
0:00:05 > 0:00:08and you contacted us in your thousands.
0:00:08 > 0:00:11You've told us about the companies you think get it wrong
0:00:11 > 0:00:14and the customer service that's simply not up to scratch.
0:00:14 > 0:00:17I've complained and complained and nobody takes any notice of me.
0:00:17 > 0:00:19In all honesty, I think it's just a way
0:00:19 > 0:00:21for the shops to make more money.
0:00:21 > 0:00:24You asked us to track down the scammers who stole your money and
0:00:24 > 0:00:27investigate the extra charges you say are unfair.
0:00:27 > 0:00:30You don't want to spend any more but yet they're always
0:00:30 > 0:00:31trying to offer you little things extra.
0:00:31 > 0:00:34And when you've lost out but no-one else is to blame
0:00:34 > 0:00:37you've come to us to stop others falling into the same trap.
0:00:37 > 0:00:40I rang up the company and they went, "Oh, it isn't our fault."
0:00:40 > 0:00:41So whose fault is it?
0:00:41 > 0:00:44So whether it's a blatant rip-off or a genuine mistake...
0:00:44 > 0:00:47We're here to find out why you're out of pocket
0:00:47 > 0:00:50and what you can do about it.
0:00:50 > 0:00:54Your stories, your money, this is Rip-Off Britain.
0:00:57 > 0:00:59Hello and welcome back to the programme
0:00:59 > 0:01:00that's here to battle on your behalf,
0:01:00 > 0:01:04whenever you've been sold something that, for whatever reason,
0:01:04 > 0:01:06turns out to be not quite what you expected
0:01:06 > 0:01:07when you handed over your money.
0:01:07 > 0:01:09Of course, sometimes when that happens
0:01:09 > 0:01:13it might be due to be genuine misunderstanding,
0:01:13 > 0:01:15but in other cases, maybe not.
0:01:15 > 0:01:19Well, we've got examples of both those situations on the way.
0:01:19 > 0:01:21But it could be that you still have absolutely no idea
0:01:21 > 0:01:23that what you've ended up with
0:01:23 > 0:01:25isn't actually what you need in the first place.
0:01:25 > 0:01:29That's certainly the case with an astonishing story you're going to be
0:01:29 > 0:01:32hearing about today and it's no exaggeration to say it could affect
0:01:32 > 0:01:36millions of people right across the UK.
0:01:36 > 0:01:39Now, most of those affected, which could well include you, by the way,
0:01:39 > 0:01:41will most likely have shelled out thousands of pounds
0:01:41 > 0:01:45after getting what they assumed was expert advice.
0:01:45 > 0:01:46But as we're about to find out,
0:01:46 > 0:01:49although they may not know it yet what they've ended up with wasn't
0:01:49 > 0:01:52necessarily the best thing for them to buy,
0:01:52 > 0:01:54which could mean that a very high number of us
0:01:54 > 0:01:57are behind the wheel of the wrong car.
0:01:59 > 0:02:02Coming up, if you're driving a diesel car
0:02:02 > 0:02:04could you have made a big mistake?
0:02:04 > 0:02:06I do feel I was mis-sold it.
0:02:06 > 0:02:10I'm not saying it was deliberately done, intentionally,
0:02:10 > 0:02:13but I do believe I was mis-sold.
0:02:13 > 0:02:16And the families in desperate need of a well-trained service dog
0:02:16 > 0:02:20but instead ended up thousands of pounds out of pocket.
0:02:20 > 0:02:25Obviously we got Obi expecting him to be trained to be able to offer
0:02:25 > 0:02:27assistance to Luke.
0:02:27 > 0:02:28It's not what it was meant to be.
0:02:32 > 0:02:34These days it's reckoned that around one third
0:02:34 > 0:02:37of all the cars on Britain's roads have a diesel engine.
0:02:37 > 0:02:41And while a diesel car will take you further on each gallon of fuel
0:02:41 > 0:02:43there are disadvantages, too.
0:02:43 > 0:02:46The trouble is you may not be told about them because,
0:02:46 > 0:02:50as we discovered when we sent some prospective car buyers shopping,
0:02:50 > 0:02:54dealers aren't always keen to mention those diesel downsides.
0:02:54 > 0:02:56And that means there could be thousands of people
0:02:56 > 0:02:59driving the wrong kind of car.
0:03:01 > 0:03:03When Gerald Williams from Wrexham retired
0:03:03 > 0:03:05he felt his old car was a bit long in the tooth.
0:03:05 > 0:03:08He wanted something more efficient, cheaper to run,
0:03:08 > 0:03:10and, ideally, brand-new.
0:03:11 > 0:03:15What can you say, really? It's a man's dream to have a new car.
0:03:15 > 0:03:17But admitting to being no expert on cars,
0:03:17 > 0:03:20Gerald wasn't really sure what model he wanted.
0:03:20 > 0:03:24So he asked his local Ford dealership for advice.
0:03:24 > 0:03:28With buying the car ten years ago and I haven't purchased one since,
0:03:28 > 0:03:30I don't know a lot about the modern technology in them.
0:03:31 > 0:03:35But what he did know was he wanted a diesel because he thought the more
0:03:35 > 0:03:38fuel-efficient engine would save him money.
0:03:38 > 0:03:41And the sales staff at the dealership were more than happy to oblige.
0:03:42 > 0:03:45There wasn't much conversation in that area,
0:03:45 > 0:03:49whether to buy a petrol or a diesel, there was no conversation.
0:03:49 > 0:03:51It was just recommended, well, this car here.
0:03:53 > 0:03:57Three visits later Gerald drove away in a brand-new diesel Ford Focus
0:03:57 > 0:04:01costing just under ?19,000.
0:04:01 > 0:04:03I was delighted with the car.
0:04:03 > 0:04:05It's a lovely car to drive.
0:04:05 > 0:04:07And the wife was delighted with the car.
0:04:08 > 0:04:10But trouble was on the horizon
0:04:10 > 0:04:13because though he had no idea at the time,
0:04:13 > 0:04:17a diesel car wasn't the best one for Gerald to buy.
0:04:17 > 0:04:19Four months after he'd driven it off the forecourt
0:04:19 > 0:04:21an engine warning light came on.
0:04:21 > 0:04:25So he went straight back to the dealership to get it checked out.
0:04:25 > 0:04:28They informed me that the DPF was blocked.
0:04:28 > 0:04:30First I asked, "What is a DPF?"
0:04:32 > 0:04:33And they said it's a filter
0:04:33 > 0:04:36connected to the exhaust or some type.
0:04:37 > 0:04:40The DPF, or diesel particulate filter,
0:04:40 > 0:04:43if you want to get technical, helps reduce emissions
0:04:43 > 0:04:46by filtering out some of the nastier exhaust fumes.
0:04:46 > 0:04:48But the one in Gerald's new car was clogged
0:04:48 > 0:04:51and if he drove around like that for much longer
0:04:51 > 0:04:53the car would simply stop working
0:04:53 > 0:04:56and the only solution then would be to replace the DPF,
0:04:56 > 0:05:00which usually costs at least ?1,000.
0:05:00 > 0:05:04So I said, "How has it got blocked after 1,500 miles?"
0:05:04 > 0:05:08And the head technician, she said, "Well, you're only doing short mileage.
0:05:08 > 0:05:10"It's not good for that car."
0:05:10 > 0:05:12Like many prospective buyers,
0:05:12 > 0:05:16Gerald had had no idea that in fact a diesel isn't the car to get if
0:05:16 > 0:05:18you're only going to do low mileage.
0:05:20 > 0:05:25That's because the soot that clogs up the DPF needs to be burnt off,
0:05:25 > 0:05:29which happens on long or high-speed journeys when the exhaust gets hot.
0:05:29 > 0:05:32But that won't happen if you're a driver like Gerald
0:05:32 > 0:05:35who only does around 5,000 miles a year,
0:05:35 > 0:05:38almost entirely on short trips around town.
0:05:39 > 0:05:42We asked motoring expert Tim Shawcross
0:05:42 > 0:05:44to pay Gerald a visit and explain more.
0:05:46 > 0:05:49Because your journeys are so short
0:05:49 > 0:05:52the exhaust isn't getting hot enough to burn that soot off
0:05:52 > 0:05:55and that's why that warning light came on.
0:05:55 > 0:05:59Ideally, you need to take it on a decent run with the engine speed at
0:05:59 > 0:06:032,000 rpm or above for at least 20 minutes.
0:06:03 > 0:06:07Then the whole system gets hot enough to burn those gases off.
0:06:08 > 0:06:12Gerald couldn't understand why this had never been an issue because with
0:06:12 > 0:06:14his old vehicle, which was also the diesel.
0:06:14 > 0:06:17But that car was ten years old and built before the DPFs
0:06:17 > 0:06:20were made compulsory in 2009,
0:06:20 > 0:06:24and that was the moment when diesel cars became unsuitable
0:06:24 > 0:06:27for a big proportion of drivers who probably have them.
0:06:28 > 0:06:30Diesel cars have changed,
0:06:30 > 0:06:33they're not the same as they were five years ago or ten years ago.
0:06:33 > 0:06:37If you only do short trips don't buy a diesel.
0:06:37 > 0:06:40If you have bought a diesel and you get that warning light coming on
0:06:40 > 0:06:44you must take it for a decent run, get lots of engine revs,
0:06:44 > 0:06:46give it a really good workout - that will clear the filter
0:06:46 > 0:06:48and you won't have problems.
0:06:48 > 0:06:51But Gerald was somewhat taken aback at the advice he was
0:06:51 > 0:06:55given about how to sort the problem out.
0:06:55 > 0:06:57The best thing to do, he said,
0:06:57 > 0:07:00every morning run it for about ten or 20 minutes before you drive away.
0:07:00 > 0:07:03And I thought I can't do that every morning,
0:07:03 > 0:07:05I just spent ?20,000 on a new car.
0:07:06 > 0:07:09Gerald was adamant that when he bought the car
0:07:09 > 0:07:12he told the sales staff how many miles he drives each year
0:07:12 > 0:07:14and they still recommended a diesel.
0:07:16 > 0:07:17I do feel I was mis-sold it.
0:07:17 > 0:07:21Important information was held back about that car.
0:07:21 > 0:07:25I'm not saying it was deliberately done, intentionally,
0:07:25 > 0:07:27but I do believe I was mis-sold.
0:07:28 > 0:07:32The dealership told us the team members Gerald had dealt with
0:07:32 > 0:07:33is no longer with the business
0:07:33 > 0:07:36so can't comment on what was discussed.
0:07:36 > 0:07:39But it said that when Gerald raised his concerns
0:07:39 > 0:07:41he was given the opportunity to swap his car
0:07:41 > 0:07:44for an identical petrol model of the same age,
0:07:44 > 0:07:46an offer that still stands.
0:07:46 > 0:07:48Gerald however has refused,
0:07:48 > 0:07:51as that car's value would be nearly ?6,000 less
0:07:51 > 0:07:53than he originally paid.
0:07:55 > 0:07:58So while Gerald and the dealership remain at stalemate,
0:07:58 > 0:08:01that DPF isn't the only thing you need to think about
0:08:01 > 0:08:05when you're trying to decide if a diesel is the right car for you.
0:08:07 > 0:08:11New diesel cars cost more to buy and more to service,
0:08:11 > 0:08:15but you do get a lot more miles to each tank than with petrol,
0:08:15 > 0:08:19provided that is you drive far enough for those savings to really kick in.
0:08:19 > 0:08:22Drive less than 12,000-15,000 miles a year
0:08:22 > 0:08:25and the diesel you chose in order to save money
0:08:25 > 0:08:27could actually end up costing you more
0:08:27 > 0:08:30because the extra you'll pay to buy and run a diesel
0:08:30 > 0:08:34only balances out if you do enough miles to make that saving on fuel.
0:08:36 > 0:08:40A third of all cars on British roads are powered by diesel.
0:08:40 > 0:08:44So, how many are being driven far enough to prove cost-effective?
0:08:44 > 0:08:48We spoke to over 200 people on the streets of Manchester.
0:08:48 > 0:08:50Of the 105 diesel drivers,
0:08:50 > 0:08:5436 told us they drive less than 10,000 miles a year
0:08:54 > 0:08:58and another 34 drove between 10,000 and 12,000.
0:08:58 > 0:09:02That means a whopping two thirds of the diesel owners we met would have
0:09:02 > 0:09:05had more money in their pockets if they drove a petrol car.
0:09:09 > 0:09:12Which of course raises the question of how they ended up with a vehicle
0:09:12 > 0:09:15that doesn't suit their needs.
0:09:15 > 0:09:20So we wanted to see how often those dealerships do give potential buyers the full picture.
0:09:21 > 0:09:24To find out, we asked Kirsty Longley to let us join her
0:09:24 > 0:09:27as she went car shopping.
0:09:27 > 0:09:31Kirsty is in the market for a new motor and she'll be visiting
0:09:31 > 0:09:33six dealerships near her home in Merseyside
0:09:33 > 0:09:35to see what they recommend.
0:09:35 > 0:09:40Like Gerald, she drives 5,000 miles a year in short round-town trips,
0:09:40 > 0:09:44and also, like Gerald, she believes a diesel will save her money.
0:09:47 > 0:09:49I was looking, possibly, at a diesel car
0:09:49 > 0:09:52because I thought that it would be cheaper for me
0:09:52 > 0:09:57and more economical in the long run in terms of miles per gallon.
0:09:58 > 0:10:00Well, as we've heard, Kirsty's low mileage
0:10:00 > 0:10:03means a diesel car isn't the best choice.
0:10:03 > 0:10:05Not only would it end up costing her more to run
0:10:05 > 0:10:08but she'd risk pricey repairs to that DPF
0:10:08 > 0:10:11unless she changed her driving style.
0:10:11 > 0:10:12All of which, very positively,
0:10:12 > 0:10:16the first dealership she consulted got absolutely right.
0:10:18 > 0:10:23I asked him whether petrol or diesel would be best for my needs
0:10:23 > 0:10:26in terms of my mileage.
0:10:26 > 0:10:30And he said, "Petrol, without a doubt."
0:10:30 > 0:10:34But just an hour later, the second dealership gave Kirsty completely
0:10:34 > 0:10:38incorrect advice and recommended a diesel.
0:10:38 > 0:10:40He said as long as I use my car every day
0:10:40 > 0:10:42or at least a couple of times a week
0:10:42 > 0:10:45it was absolutely fine to use a diesel.
0:10:45 > 0:10:47It's more economical on the MPG
0:10:47 > 0:10:50and it will save me money in the long run.
0:10:50 > 0:10:53Those conflicting messages lasted all day.
0:10:53 > 0:10:56The third and fourth dealerships Kirsty visited told her
0:10:56 > 0:10:58she should definitely buy petrol,
0:10:58 > 0:11:02but the fifth and sixth both told her a diesel was the best option.
0:11:03 > 0:11:06I've been to six garages now and three have said one thing
0:11:06 > 0:11:08and three have said another.
0:11:08 > 0:11:12Some salespeople are telling me don't touch diesel with a barge pole
0:11:12 > 0:11:16and other salespeople are telling me to be on the safe side,
0:11:16 > 0:11:18buy a diesel. So I really am confused.
0:11:20 > 0:11:24And who can blame her? To see if that experience was a one-off
0:11:24 > 0:11:28we sent a member of our team to a further ten dealerships around Greater Manchester,
0:11:28 > 0:11:31telling them she drove up to 8,000 miles a year
0:11:31 > 0:11:34all in small round-town journeys.
0:11:34 > 0:11:37Five of them did tell her a diesel wasn't right for her
0:11:37 > 0:11:40and specifically mentioned the DPF.
0:11:40 > 0:11:44But the other five all wrongly said a diesel was just what she needed.
0:11:46 > 0:11:49It's a situation Tim Shawcross is certain shouldn't be happening.
0:11:52 > 0:11:54This problem has been around for some time.
0:11:54 > 0:11:58We've known diesel cars are not suitable for lots of short journeys
0:11:58 > 0:12:01so dealers to make sure they understand
0:12:01 > 0:12:03what type of driving their customers are doing
0:12:03 > 0:12:06and then make the appropriate recommendation.
0:12:08 > 0:12:11Both the AA and RAC would agree,
0:12:11 > 0:12:15recommending that anyone buying a car for mostly stop-start town-based driving
0:12:15 > 0:12:17shouldn't be buying a diesel.
0:12:17 > 0:12:21But when we asked the Retail Motor Industry Federation why dealerships
0:12:21 > 0:12:24don't always make this clear to potential buyers
0:12:24 > 0:12:25it declined to comment.
0:12:27 > 0:12:30Back in Wrexham, Gerald is yet to come to a satisfactory agreement
0:12:30 > 0:12:33with the dealership that sold him his car.
0:12:33 > 0:12:35But he's keen to make sure others
0:12:35 > 0:12:37don't find themselves in the same position.
0:12:39 > 0:12:44My message to anybody who does a minimum amount of mileage,
0:12:44 > 0:12:46don't even look at a diesel engine at the moment.
0:12:53 > 0:12:56Now, dogs have been put to work for almost as long as we've been calling
0:12:56 > 0:12:58them man's best friend.
0:12:58 > 0:13:01And a well-trained dog can do some really incredible things,
0:13:01 > 0:13:04sniffing out drugs or explosives with the police,
0:13:04 > 0:13:07being the eyes and ears of someone with impaired sight or hearing or,
0:13:07 > 0:13:09as in the case of our next film,
0:13:09 > 0:13:11helping an autistic child
0:13:11 > 0:13:14keep on top of a very confusing and daunting world.
0:13:14 > 0:13:18You know, it takes years to properly train a service dog and there
0:13:18 > 0:13:21can be long waiting lists for families that need their assistance.
0:13:21 > 0:13:24So you can understand why some might be tempted
0:13:24 > 0:13:25to look for a speedier solution.
0:13:25 > 0:13:29And that's what drew a number of people to fork out thousands of
0:13:29 > 0:13:33pounds to a company that promises dogs would transform the lives of
0:13:33 > 0:13:36families in need, and in some ways they did.
0:13:36 > 0:13:38But I'm afraid for all the wrong reasons.
0:13:40 > 0:13:44This is Obi, who's become a really good friend to eight-year-old Luke.
0:13:44 > 0:13:48Now, Luke is autistic and can find new situations and unfamiliar people
0:13:48 > 0:13:49hard to handle.
0:13:49 > 0:13:52His mum, Sam, I knew a properly trained dog
0:13:52 > 0:13:55could transform their family life.
0:13:55 > 0:13:59But that's not quite how things worked out.
0:13:59 > 0:14:00Hi.
0:14:00 > 0:14:02I'm Gloria. Hi.
0:14:02 > 0:14:03How are you?
0:14:03 > 0:14:06Sam had been thrilled to discover that a service dog can help keep
0:14:06 > 0:14:10children with autism calm in times of stress.
0:14:10 > 0:14:12How did you find out that a dog
0:14:12 > 0:14:15would actually be of great assistance to Luke?
0:14:15 > 0:14:20We thought if it could help in some way in getting him out and about and
0:14:20 > 0:14:24able to just interact with the world around him
0:14:24 > 0:14:27and have some semblance of a childhood
0:14:27 > 0:14:32to help Luke feel confident enough to leave his comfort zone.
0:14:32 > 0:14:34I'm a star of a TV show!
0:14:36 > 0:14:39The seven UK charities that raise and train service dogs
0:14:39 > 0:14:42assign them to of families free of charge.
0:14:42 > 0:14:44But there's usually a long, long waiting list,
0:14:44 > 0:14:46sometimes of up to two years.
0:14:46 > 0:14:49So when Sam saw a company that charged for its dogs
0:14:49 > 0:14:51but had no waiting list, it seemed perfect.
0:14:53 > 0:14:54It was all very professional.
0:14:54 > 0:14:57It confirmed the things that I've already read
0:14:57 > 0:15:00about what these dogs can be trained to do and assist with.
0:15:00 > 0:15:05I discussed it with my partner and we both sort of agreed that it was
0:15:05 > 0:15:07definitely worth looking into.
0:15:07 > 0:15:08The cost was very high.
0:15:08 > 0:15:11How much? It was ?6,000 in total.
0:15:11 > 0:15:15But the payments could be made in instalments.
0:15:15 > 0:15:18The company was called Service Dogs Europe
0:15:18 > 0:15:22and it offered assistance dogs for a wide range of needs.
0:15:22 > 0:15:26I spoke to the owner at length on the phone
0:15:26 > 0:15:28and he was very reassuring,
0:15:28 > 0:15:32he discussed that his own children had autism
0:15:32 > 0:15:37so he knew how powerful the love between a child and a dog could be
0:15:37 > 0:15:40and on top of that, obviously,
0:15:40 > 0:15:43these dogs would be highly trained to assist.
0:15:45 > 0:15:49Sam's preference was for an adult dog already trained and able to cope
0:15:49 > 0:15:50with Luke's behaviour.
0:15:50 > 0:15:53But Service Dogs Europe had other ideas.
0:15:53 > 0:15:56So, in the end, did you get a choice of the dog eventually received?
0:15:56 > 0:15:59No. We didn't. But the owner reassured me
0:15:59 > 0:16:01that actually joining the puppy programme
0:16:01 > 0:16:06was the way to go, as an adult dog may come into the situation and be
0:16:06 > 0:16:09intimidated by Luke's meltdowns.
0:16:09 > 0:16:12Whereas he suggested that a puppy would grow up
0:16:12 > 0:16:16around the meltdowns and therefore not be bothered by them.
0:16:17 > 0:16:20With the company assuring her that the puppy would be fully trained
0:16:20 > 0:16:23to assist Luke as he grew bigger,
0:16:23 > 0:16:26Sam signed up and paid a deposit of ?479.
0:16:26 > 0:16:28What was that anticipation like?
0:16:28 > 0:16:32It was huge. We were all sort of jumping around and very,
0:16:32 > 0:16:34very excited to be getting this puppy.
0:16:35 > 0:16:39Luke called his new Labrador pup Obi and it didn't take long
0:16:39 > 0:16:42before he started to feel like part of the family.
0:16:42 > 0:16:43Let's see.
0:16:43 > 0:16:46Aw, that's so good.
0:16:46 > 0:16:47I love that picture.
0:16:47 > 0:16:52So, Luke, tell me about your dog, Obi. Well, he's pretty silly.
0:16:52 > 0:16:53He doesn't know much.
0:16:53 > 0:16:57He probably has a pea for a brain.
0:16:57 > 0:16:59But he's good.
0:17:00 > 0:17:02In just a few weeks it was obvious to Sam
0:17:02 > 0:17:05that Obi was having a profound effect on Luke.
0:17:05 > 0:17:09He would go to Obi for cuddles when he was feeling that he was
0:17:09 > 0:17:12losing his temper, when things were starting
0:17:12 > 0:17:16to spiral out of control for him, which was the ideal scenario,
0:17:16 > 0:17:19that's exactly the reason behind...
0:17:19 > 0:17:23That's what you were looking for, really. Yes, exactly.
0:17:23 > 0:17:24So, it was a great start.
0:17:24 > 0:17:27And Obi hadn't yet started the formal training
0:17:27 > 0:17:30promised as part of the Service Dogs Europe package.
0:17:30 > 0:17:32But before that training could begin
0:17:32 > 0:17:35the family discovered that Obi needed complex surgery
0:17:35 > 0:17:37on one of his shoulders.
0:17:37 > 0:17:41The operation went well but he was prescribed six weeks of strict rest,
0:17:41 > 0:17:44something that really frustrated the boisterous pup.
0:17:46 > 0:17:48He was very, very hyperactive,
0:17:48 > 0:17:50he was nipping an awful lot.
0:17:50 > 0:17:52He actually bite Luke on the face
0:17:52 > 0:17:56and it left a mark and obviously we were out of our depth.
0:17:56 > 0:17:58I didn't know how to handle a hyperactive puppy.
0:18:01 > 0:18:04Once Obi was recovered and ready to start the training included in the
0:18:04 > 0:18:09contract, Sam got in touch with Service Dogs Europe to sort it all out.
0:18:09 > 0:18:13But to her horror, the company told her there was no training planned,
0:18:13 > 0:18:16instead that she needed to find and pay for it herself,
0:18:16 > 0:18:21with the company making only a ?250 contribution.
0:18:21 > 0:18:24Straightaway I said to my partner, "But it's all covered.
0:18:24 > 0:18:27"It's in the contract. It's all covered in the first instalment."
0:18:27 > 0:18:29You paid the instalment. That we paid.
0:18:29 > 0:18:31And I was thinking this isn't good.
0:18:31 > 0:18:33We've paid a lot of money so far
0:18:33 > 0:18:37and this isn't really the service I'm expecting.
0:18:37 > 0:18:38So, I wrote an e-mail of complaint.
0:18:39 > 0:18:42And I sort of pointed out we were feeling very unsupported,
0:18:42 > 0:18:45that the terms in the contract weren't being met
0:18:45 > 0:18:46as they were stated.
0:18:49 > 0:18:53So far, Sam had paid almost ?2,000 towards the full ?6,000
0:18:53 > 0:18:55Obi would cost.
0:18:55 > 0:18:59And for that they have got an untrained and unhealthy puppy,
0:18:59 > 0:19:04one that would have cost just a few hundred pounds on the open market.
0:19:04 > 0:19:08But I'm afraid she didn't get the response she was expecting.
0:19:08 > 0:19:10I got a phone call from the owner.
0:19:10 > 0:19:13He told me that because I'd sent them a complaint,
0:19:13 > 0:19:15they felt like cancelling the contract.
0:19:15 > 0:19:18Which would mean Obi would have to be returned to them.
0:19:20 > 0:19:24As is typical with many service dogs in training, the company,
0:19:24 > 0:19:27not the family, was still Obi's official owner.
0:19:27 > 0:19:30So it would have been well within its rights to take him away.
0:19:30 > 0:19:32But little Luke now grown so dependent Obi
0:19:32 > 0:19:35that the family simply couldn't face handing him back.
0:19:37 > 0:19:42After several fraught conversations Service Dogs Europe agreed to sign
0:19:42 > 0:19:43ownership over to family
0:19:43 > 0:19:45if Sam agreed to sign a gagging order
0:19:45 > 0:19:49preventing her from talking about her experience with the company.
0:19:50 > 0:19:53And did you signed that at the time? I did sign it at the time, yes.
0:19:53 > 0:19:55But now you're talking to us
0:19:55 > 0:19:57so when did the gagging order go out the window?
0:19:57 > 0:20:02I presume the gagging order went when the owner shut up shop and ran.
0:20:02 > 0:20:06Just closed down? Yeah.
0:20:06 > 0:20:09In October 2015, Service Dogs Europe ceased trading
0:20:09 > 0:20:13and Sam has heard nothing from the owners since.
0:20:13 > 0:20:16In the meantime, they have been training Obi themselves
0:20:16 > 0:20:18and just about getting by.
0:20:18 > 0:20:22Obviously, we got Obi - expecting him to be trained
0:20:22 > 0:20:25to be able to offer assistance to Luke.
0:20:25 > 0:20:29He's taken up so much of my time and energy when my time and energy is
0:20:29 > 0:20:36already so spread thin by having to meet Luke's needs anyway.
0:20:36 > 0:20:38It's not what it was meant to be.
0:20:38 > 0:20:42When Service Dogs Europe shut up shop it left behind dozens of
0:20:42 > 0:20:43disappointed customers.
0:20:44 > 0:20:48Some, like Sam, had paid thousands of pounds for untrained dogs,
0:20:48 > 0:20:51but others had never received their dogs in the first place
0:20:51 > 0:20:53and we've also heard from people
0:20:53 > 0:20:56who did buy apparently fully trained adult dogs
0:20:56 > 0:20:59only to find they simply hadn't been trained
0:20:59 > 0:21:02to the standard that assistance dogs should meet.
0:21:03 > 0:21:05And according to Elizabeth Wacker,
0:21:05 > 0:21:07one of the company's former trainers in Ireland,
0:21:07 > 0:21:11who we spoke to via webcam, that wasn't unusual.
0:21:11 > 0:21:13She was fired by Service Dogs Europe
0:21:13 > 0:21:16after she says attempting to speak out.
0:21:16 > 0:21:20A lot of us were very, very concerned about...
0:21:20 > 0:21:22Not just the welfare of our dogs, the welfare of the children.
0:21:24 > 0:21:26She says some of the dogs she was told to train
0:21:26 > 0:21:30clearly were not cut out to be assistance dogs at all.
0:21:30 > 0:21:34No way were all these puppies suitable for service dog training,
0:21:34 > 0:21:36by no means, shape or form.
0:21:36 > 0:21:40The 60% fail rate in normal situations.
0:21:40 > 0:21:43These puppies, we were expected
0:21:43 > 0:21:47to turn dogs into service dogs 100% of the time.
0:21:47 > 0:21:49Maybe one or two failures we were allowed -
0:21:49 > 0:21:51one or two, we could wash out -
0:21:51 > 0:21:54but after that, he would say we're just making excuses...
0:21:55 > 0:21:57..and that we're not good trainers.
0:21:57 > 0:22:01Beverley Cuddy, editor of Dogs Today magazine, has been contacted
0:22:01 > 0:22:04by many of the company's disgruntled former customers.
0:22:06 > 0:22:09We estimate there's between 350 and 400 customers
0:22:09 > 0:22:12for Service Dogs Europe and that's 350, 400 families
0:22:12 > 0:22:15who are desperate for an assistance dog.
0:22:16 > 0:22:18And, of course, it was that desperation
0:22:18 > 0:22:21that led them to a company exploiting the gap
0:22:21 > 0:22:23between demand and supply.
0:22:23 > 0:22:26Those official charities have got waiting lists of two years or more
0:22:26 > 0:22:30and that's why people have been looking elsewhere.
0:22:30 > 0:22:33Especially, if you've got a child that needs an assistance dog -
0:22:33 > 0:22:35a two-year wait, it seems like forever.
0:22:35 > 0:22:37It's an eternity, isn't it? Yeah.
0:22:37 > 0:22:41How do you know a puppy is going to eventually be trained enough
0:22:41 > 0:22:43to make it a special assistance dog?
0:22:43 > 0:22:44Is it to do with the breeding
0:22:44 > 0:22:47or is it to do with the amount and style of training
0:22:47 > 0:22:50that that pup gets? It's a perfect marriage of the two, really.
0:22:50 > 0:22:51You need both.
0:22:51 > 0:22:55You need the good ingredients and you need solid socialisation,
0:22:55 > 0:22:58and with these very testing family situations
0:22:58 > 0:23:01where they've got children who may have meltdowns,
0:23:01 > 0:23:04the last thing you need is a dog that is an unused to
0:23:04 > 0:23:05seeing that sort of thing
0:23:05 > 0:23:07because you might actually have a dog who is reactive
0:23:07 > 0:23:10to that situation and it makes everything much worse.
0:23:10 > 0:23:12Emma, sit!
0:23:12 > 0:23:14And trainers would say it can take months
0:23:14 > 0:23:18to determine if a dog really is suitable for the job,
0:23:18 > 0:23:22so selling a puppy with the promise that it will definitely be trained
0:23:22 > 0:23:24should always set the alarm bells ringing.
0:23:25 > 0:23:27Because this company has shut down, is it too late for these dogs
0:23:27 > 0:23:29or can they still be trained?
0:23:29 > 0:23:30If the dog loves the person
0:23:30 > 0:23:33that it's meant to be signalling or helping,
0:23:33 > 0:23:36anything is possible, it's just going to take a bit more time.
0:23:36 > 0:23:41We contacted Service Dogs Europe about the complaints we had heard.
0:23:41 > 0:23:43When one of its former directors got back to us,
0:23:43 > 0:23:47he strenuously denied the vast majority of the allegations,
0:23:47 > 0:23:50stressing that he'd been passionate about the business
0:23:50 > 0:23:58and that he personally...
0:23:58 > 0:24:01He accepted that "difficulties did arise"
0:24:01 > 0:24:03and that some puppies were left untrained
0:24:03 > 0:24:06and other dogs not delivered as promised.
0:24:06 > 0:24:09But he blames the company's ills and rapid decline
0:24:09 > 0:24:13on a negative social media and publicity campaign,
0:24:13 > 0:24:15which he says was instigated, in part,
0:24:15 > 0:24:19by the former employee we interviewed, Elizabeth Wacker.
0:24:19 > 0:24:21He claimed that Elizabeth was dismissed
0:24:21 > 0:24:24for reasons to do with her performance and that she,
0:24:24 > 0:24:28along with a small number of "disgruntled individuals",
0:24:28 > 0:24:31set out to defame Service Dogs Europe,
0:24:31 > 0:24:35actions which led to the business failing...
0:24:35 > 0:24:39He denied that Service Dogs Europe had ever put pressure on trainers
0:24:39 > 0:24:42to achieve unrealistic goals
0:24:42 > 0:24:44or to train unsuitable dogs.
0:24:44 > 0:24:48He said the company had many happy customers and that as directors,
0:24:48 > 0:24:51they'd not set out to make money from the venture.
0:24:51 > 0:24:55Indeed, he told us that they never made a profit or took a wage
0:24:55 > 0:24:57from Service Dogs Europe.
0:24:57 > 0:25:01As for Obi, the dog Sam Earle bought for a little Luke,
0:25:01 > 0:25:03the company director said that Service Dogs Europe
0:25:03 > 0:25:07did everything it could to help Sam from the outset
0:25:07 > 0:25:10and he told us it was made clear all along that the family
0:25:10 > 0:25:14would have to partially fund some of Obi's training locally.
0:25:14 > 0:25:18Although our research found that isn't what the contract stated.
0:25:19 > 0:25:21I love you very much.
0:25:21 > 0:25:24And whilst Luke and Obi have now bonded wonderfully
0:25:24 > 0:25:27and are great pals, Obi is never going to be as much support
0:25:27 > 0:25:30as the dog Sam thought she was buying.
0:25:30 > 0:25:31There was no way of knowing.
0:25:31 > 0:25:33I did my research,
0:25:33 > 0:25:35we all did our research,
0:25:35 > 0:25:41and there was nothing to show that this wasn't what it appeared to be.
0:25:49 > 0:25:51Still to come on Rip-Off Britain...
0:25:51 > 0:25:53Whether your car runs on diesel or petrol,
0:25:53 > 0:25:55could it be costing you more to run
0:25:55 > 0:25:58than you were led to believe when you bought it?
0:25:58 > 0:26:00I was frankly quite appalled
0:26:00 > 0:26:03at the sort of fuel consumption I was getting.
0:26:03 > 0:26:06I did literally feel as though I'd been mis-sold a vehicle.
0:26:11 > 0:26:14We are here at one of the biggest shopping centres in the UK
0:26:14 > 0:26:17for our annual Rip-Off Britain pop-up shop.
0:26:17 > 0:26:19It's a chance to meet you face-to-face,
0:26:19 > 0:26:22and all our experts are here to offer advice on any situation
0:26:22 > 0:26:24where you feel you've lost out.
0:26:24 > 0:26:26We don't want to delay any longer, do we, girls?
0:26:26 > 0:26:30So, we officially declare this pop-up shop open!
0:26:30 > 0:26:32APPLAUSE
0:26:32 > 0:26:34One of our first visitors was Barbara.
0:26:34 > 0:26:36She'd spent ?400 on furniture
0:26:36 > 0:26:39that hadn't lived up to her expectations.
0:26:39 > 0:26:40So she brought them along
0:26:40 > 0:26:44to show personal finance expert Sarah Pennells why not.
0:26:44 > 0:26:48Barbara, you have got a problem with these rather lovely oak tables here.
0:26:48 > 0:26:51Tell me what happened. When I bought them from the shop,
0:26:51 > 0:26:54they gave us a tin of wax and they told us it must be waxed
0:26:54 > 0:26:58every three months to stop the wood from splitting.
0:26:58 > 0:27:01The next day I got them out, waxed the small table,
0:27:01 > 0:27:04and it started to dry white.
0:27:04 > 0:27:06So, the white stuff is here in the grain, isn't it?
0:27:06 > 0:27:08It has ready dug into it.
0:27:08 > 0:27:10Yes, I phoned the company and they said,
0:27:10 > 0:27:13"In our opinion, you have over-waxed the table,
0:27:13 > 0:27:14"so you've damaged it."
0:27:15 > 0:27:17I said, "Well, I have got a warranty for any damage.
0:27:17 > 0:27:21"I paid for a five-year warranty. Any damage - it's covered.
0:27:21 > 0:27:25He said, "No, you've damaged the item, so the warranty's void.
0:27:27 > 0:27:28"You've used too much wax."
0:27:28 > 0:27:31And so, do you want them replaced?
0:27:31 > 0:27:34I said, "I would like my money back and that's it."
0:27:34 > 0:27:35What do you make of this?
0:27:35 > 0:27:39In my opinion, the warranty should cover you
0:27:39 > 0:27:42if it's saying is going to cover you for any kind of damage.
0:27:42 > 0:27:44And this is, obviously, not deliberate damage.
0:27:44 > 0:27:47You didn't set out to kind of kick the table. No.
0:27:47 > 0:27:49Barbara had already written a letter to the retailer,
0:27:49 > 0:27:54explaining that the wax labelled "clear" had stained the table white,
0:27:54 > 0:27:57but the company insisted that it was Barbara's mistake.
0:27:57 > 0:28:00So, she's asked Sarah to cast her eye over the small print.
0:28:00 > 0:28:03One of the things that's striking me
0:28:03 > 0:28:07is they say several times through this booklet,
0:28:07 > 0:28:12how important it is to wax any furniture that you buy from them,
0:28:12 > 0:28:13but they say there are certain things
0:28:13 > 0:28:15that are not covered by the guarantee,
0:28:15 > 0:28:19and one of them is "failing to follow the correct procedures",
0:28:19 > 0:28:21including oiling and waxing the furniture.
0:28:21 > 0:28:23In which case, if it is that important,
0:28:23 > 0:28:25they should be giving you a masterclass
0:28:25 > 0:28:28when you buy the furniture in how to use the wax, surely?
0:28:28 > 0:28:32Because, otherwise, how do you know what is the "correct procedure"?
0:28:32 > 0:28:34Exactly. Did they give you any instructions at all?
0:28:34 > 0:28:38No. They gave me the wax and told me to do it.
0:28:38 > 0:28:41With the store not budging, Barbara has hit a brick wall,
0:28:41 > 0:28:43but Sarah's convinced she has got a case,
0:28:43 > 0:28:46so she has offered to try to resolve things herself.
0:28:46 > 0:28:49We'll try to see if we can get something sorted out for you.
0:28:49 > 0:28:53Are you feeling a bit more optimistic now? Yes.
0:28:53 > 0:28:56When Sarah did get in touch with the retailer on Barbara's behalf,
0:28:56 > 0:28:59it reiterated its view that the problem was down
0:28:59 > 0:29:02to using too much polish, which can be problematic
0:29:02 > 0:29:06for furniture that, like this, has an open grain.
0:29:06 > 0:29:09Nonetheless, it's going to give Barbara a full refund.
0:29:10 > 0:29:12Over on the other side of the shopping centre,
0:29:12 > 0:29:15our lawyer Gary Rycroft is about to meet a couple
0:29:15 > 0:29:18who desperately need help with their new home.
0:29:18 > 0:29:20Gary, we've got Jessica and Jamie,
0:29:20 > 0:29:22and they have had a bit of a disaster.
0:29:22 > 0:29:24Perhaps you'd like to explain what happened.
0:29:24 > 0:29:28Well, we bought a new property off plan,
0:29:28 > 0:29:30and we thought, "This is going to be brilliant,
0:29:30 > 0:29:32"it's going to be a brand-new home,
0:29:32 > 0:29:34"it's going to have a ten-year warranty."
0:29:34 > 0:29:38And, unfortunately, that wasn't the case.
0:29:38 > 0:29:39According to Jamie and Jessica,
0:29:39 > 0:29:42there's been a catalogue of faults with their new home
0:29:42 > 0:29:44that they're still struggling to get resolved.
0:29:44 > 0:29:46We've got cracked tiles,
0:29:46 > 0:29:49large cracks in the doors and along the stairs.
0:29:49 > 0:29:52The electrics will trip out when the DVD player's on.
0:29:52 > 0:29:55If you have too many appliances on at once.
0:29:55 > 0:29:58When the couple first moved in, they were asked to sign a document
0:29:58 > 0:30:01stating that they were happy with the quality of the house.
0:30:01 > 0:30:02But, as often happens,
0:30:02 > 0:30:05it was only later that the problems became apparent.
0:30:05 > 0:30:08Given what you've just heard, what's their best line of attack?
0:30:08 > 0:30:11Strangely enough, Julia, Jamie, Jessica,
0:30:11 > 0:30:13you actually have more rights, more legal rights,
0:30:13 > 0:30:15with a new car and, in fact, a tin of beans,
0:30:15 > 0:30:17than you do with a new house.
0:30:17 > 0:30:20Because if you buy a new car, if it's defective,
0:30:20 > 0:30:23then you can reject the goods within a certain period of time.
0:30:23 > 0:30:26You can't do that very easily with a new house.
0:30:26 > 0:30:27Having said that, you, of course,
0:30:27 > 0:30:30do not have to accept what has been said in the quality check.
0:30:30 > 0:30:32When you move in, you get a snagging list.
0:30:32 > 0:30:35Did you have a snagging list yourself?
0:30:35 > 0:30:36A very comprehensive snag list.
0:30:36 > 0:30:40Yes. Which is still waiting for completion.
0:30:40 > 0:30:43We've been promised that the snag list will be dealt with.
0:30:43 > 0:30:48That was last year and we are still waiting for resolution.
0:30:48 > 0:30:50How long down the line is this?
0:30:50 > 0:30:53We are nearly at the end of our two-year warranty.
0:30:53 > 0:30:54We're very, very stuck.
0:30:54 > 0:30:57Do you think the builder is also looking at that deadline
0:30:57 > 0:31:00and thinking..."Hmm." Looking at the clock? Yes.
0:31:00 > 0:31:04The fact is, you have complained within the two-year period.
0:31:04 > 0:31:06So, they can't just sit on their hands
0:31:06 > 0:31:09and wait for the time to expire.
0:31:09 > 0:31:10But if they still get no joy,
0:31:10 > 0:31:13then Gary has spotted another way forward.
0:31:13 > 0:31:15The builder is part of a national scheme
0:31:15 > 0:31:17through which their case can be referred
0:31:17 > 0:31:20to an independent adjudicator.
0:31:20 > 0:31:22What I would recommend you do
0:31:22 > 0:31:24is actually write to them again,
0:31:24 > 0:31:28remind them that under the code of conduct for home-buyers,
0:31:28 > 0:31:32you are entitled to refer a matter to independent mediation,
0:31:32 > 0:31:38and the mediator can make a financial penalty on the builder.
0:31:38 > 0:31:43So, they can award up to ?15,000 to you as the home-buyer.
0:31:43 > 0:31:49You know, it's important that you assert your rights here,
0:31:49 > 0:31:51and, hopefully, that will resolve matters.
0:31:51 > 0:31:54So, you have got your marching orders now. Do you feel better?
0:31:54 > 0:31:56Yes. Thank you.
0:31:56 > 0:31:59And, if you're thinking of buying a new-build home,
0:31:59 > 0:32:06you'll find more top tips from Gary on our website...
0:32:09 > 0:32:11Earlier in the programme,
0:32:11 > 0:32:14we revealed how many diesel drivers just might be spending
0:32:14 > 0:32:16rather more on running their cars than they expected
0:32:16 > 0:32:20when they first bought them because the cars don't drive far enough
0:32:20 > 0:32:22for the savings to take effect.
0:32:22 > 0:32:25But it seems that the drivers of petrol cars
0:32:25 > 0:32:27shouldn't be resting all that easy either
0:32:27 > 0:32:30because they too could be driving off the forecourt
0:32:30 > 0:32:33to find that the supposedly economical car
0:32:33 > 0:32:35that they thought they were buying
0:32:35 > 0:32:37might well be costing them rather a lot more
0:32:37 > 0:32:38than they bargained for, too.
0:32:41 > 0:32:44Running a car is an expensive business,
0:32:44 > 0:32:47and on top of what you pay to buy, tax, insure
0:32:47 > 0:32:49and service your motor,
0:32:49 > 0:32:53fuel costs an average 12p for every single mile you drive.
0:32:53 > 0:32:56So, is it any wonder that lots of us seek out cars
0:32:56 > 0:32:58that stretch those pennies even further?
0:33:00 > 0:33:03And that's certainly what Ian Kennedy was hoping to do
0:33:03 > 0:33:05when he chose his last car -
0:33:05 > 0:33:08a brand-new Audi A4 Allroad.
0:33:09 > 0:33:12I checked the fuel consumption of the Audi
0:33:12 > 0:33:14against its close competitors,
0:33:14 > 0:33:18and it seemed to be a very acceptable...
0:33:19 > 0:33:23..performance model in terms of its fuel economy.
0:33:23 > 0:33:27The brochure said the car should do just under 50 miles per gallon.
0:33:27 > 0:33:30But soon after driving it off the forecourt,
0:33:30 > 0:33:32Ian realised it was nowhere near that efficient.
0:33:33 > 0:33:37I used to achieve round about 500 miles per tank-full
0:33:37 > 0:33:41on my previous Audi, and to suddenly find that the modern car
0:33:41 > 0:33:46was achieving 400 miles per tank-full was quite a shock.
0:33:46 > 0:33:48And even on journeys that shouldn't use much fuel,
0:33:48 > 0:33:52he struggled to get even close to the mileage that had been suggested.
0:33:52 > 0:33:55I went on a long trip down to Devon to see my son,
0:33:55 > 0:33:59the car actually returned about 41 miles to the gallon,
0:33:59 > 0:34:03which is considerably less than the advertised fuel economy.
0:34:03 > 0:34:08And around town, that figure dropped to a lowly 35 miles to the gallon.
0:34:08 > 0:34:10At that level, Ian's Audi
0:34:10 > 0:34:13would cover less than 470 miles on every tank,
0:34:13 > 0:34:18compared to the 622 you would expect from the official figures.
0:34:18 > 0:34:19I was frankly quite appalled
0:34:19 > 0:34:23at the sort of fuel consumption I was getting.
0:34:23 > 0:34:27I did literally feel as though I had been mis-sold a vehicle.
0:34:27 > 0:34:30So, Ian complained to his Audi dealership,
0:34:30 > 0:34:32and got a response he really wasn't expecting.
0:34:33 > 0:34:37They were prepared to pay for the extra fuel
0:34:37 > 0:34:43that the vehicle would consume in the first year of its use.
0:34:45 > 0:34:50Ian was offered ?751 to cover the extra fuel costs.
0:34:50 > 0:34:53But he was having none of it and, instead,
0:34:53 > 0:34:55took the dealership to court.
0:34:55 > 0:34:56I had to pursue it
0:34:56 > 0:35:00to try and get some satisfaction through the courts
0:35:00 > 0:35:03on my own behalf, and also on behalf of the car-buying public.
0:35:05 > 0:35:09Ian accused Audi of making unreasonable claims,
0:35:09 > 0:35:11but the judge ruled there was no case to answer
0:35:11 > 0:35:15because Ian hadn't actually bought the car from Audi itself,
0:35:15 > 0:35:18but a separate company, Audi Finance,
0:35:18 > 0:35:22which had never made any claims about fuel efficiency.
0:35:22 > 0:35:24So, the case was dismissed.
0:35:24 > 0:35:26But if Ian's court case didn't end up
0:35:26 > 0:35:28quite in the way that he hoped it would, he did succeed
0:35:28 > 0:35:32in drawing attention to something that millions of other drivers
0:35:32 > 0:35:34all over the world have noticed, as well.
0:35:34 > 0:35:35And that is that their cars
0:35:35 > 0:35:38never seem to go quite as far on a tank of fuel
0:35:38 > 0:35:42as the manufacturers' brochure or website says that they should.
0:35:42 > 0:35:45And that's because the published figures
0:35:45 > 0:35:48come from controlled laboratory tests,
0:35:48 > 0:35:52rather than the real world of driving that we all do every day.
0:35:52 > 0:35:55Of course, that means there's a big difference.
0:35:56 > 0:36:00What Car? magazine tests real-world fuel efficiency,
0:36:00 > 0:36:02and almost across the board
0:36:02 > 0:36:06has discovered both diesel and petrol cars failing to achieve
0:36:06 > 0:36:08the figures that manufacturers claim.
0:36:08 > 0:36:12From our figures, we know now that typically a claimed figure
0:36:12 > 0:36:15is 30% higher than what a customer will get in the real world,
0:36:15 > 0:36:17and that's a huge gap that will have a huge impact on the running costs
0:36:17 > 0:36:19of that car.
0:36:19 > 0:36:21In the magazine's tests,
0:36:21 > 0:36:23the ten cars that had the biggest difference
0:36:23 > 0:36:25between the manufacturer's claimed efficiency
0:36:25 > 0:36:28and the real-world figures included Britain's
0:36:28 > 0:36:30bestselling car, the Ford Fiesta.
0:36:30 > 0:36:33Officially, a Fiesta with a one-litre engine
0:36:33 > 0:36:36is claimed to get almost 63 miles to the gallon,
0:36:36 > 0:36:41and when What Car? tested it in 2014, it managed only 39.7.
0:36:41 > 0:36:43In the same year, Renault's Captur -
0:36:43 > 0:36:45also with a one-litre engine -
0:36:45 > 0:36:49achieved just 34.3 miles to the gallon,
0:36:49 > 0:36:51compared with a claimed 56.5.
0:36:51 > 0:36:54But the car with the biggest difference between its official
0:36:54 > 0:36:56and real-world MPG
0:36:56 > 0:36:59was Fiat's 2013 one-litre Panda,
0:36:59 > 0:37:03which achieved 61.5 miles per gallon in the official tests,
0:37:03 > 0:37:06but only 34.4 in the real-world tests.
0:37:06 > 0:37:10Which means it would most likely cover 200 fewer miles per tank
0:37:10 > 0:37:12than Fiat's own statistics suggest.
0:37:14 > 0:37:17All three of these vehicles are small petrol cars,
0:37:17 > 0:37:21a fact that hasn't gone unnoticed by the magazine's team.
0:37:21 > 0:37:23There's a general rule of thumb.
0:37:23 > 0:37:28We're seeing that this new breed of small, petrol-engined cars
0:37:28 > 0:37:30claim to be among some of the most economical,
0:37:30 > 0:37:33but actually in the real world, they very rarely are.
0:37:34 > 0:37:37Of course, the result of all of this is that if you choose a car
0:37:37 > 0:37:41because the manufacturer claims that it's extremely fuel-efficient,
0:37:41 > 0:37:43you could be driving away from the showroom
0:37:43 > 0:37:46in something that ends up costing rather more to run
0:37:46 > 0:37:49than you'd expected. Unless, that is,
0:37:49 > 0:37:52the staff in the showroom are upfront
0:37:52 > 0:37:56about how unrealistic those official figures can be.
0:37:58 > 0:38:00Well, that's something that we've put to the test
0:38:00 > 0:38:03with the help of three volunteers.
0:38:03 > 0:38:06First up, Kirsty from Liverpool, who, earlier in the programme,
0:38:06 > 0:38:09helped us see what showrooms advise about buying a diesel car.
0:38:10 > 0:38:14We also enlisted taxi driver Steve from Milton Keynes,
0:38:14 > 0:38:18and HR consultant Joanne from Manchester.
0:38:19 > 0:38:23We asked all three of them to visit six dealerships near their home,
0:38:23 > 0:38:26and quiz sales staff on whether the manufacturer's official
0:38:26 > 0:38:29miles-per-gallon figures were realistic.
0:38:29 > 0:38:32I said to the salesperson, "Is that the true mileage cost?"
0:38:32 > 0:38:34He said, "That's the figures from the manufacturers,
0:38:34 > 0:38:36"and it's done on test conditions."
0:38:39 > 0:38:41In four of the six dealerships they each visited,
0:38:41 > 0:38:45Steve and Joanne were told NOT to expect to achieve
0:38:45 > 0:38:47the manufacturer's official figures.
0:38:48 > 0:38:50The salesman said I couldn't always trust the figures
0:38:50 > 0:38:53that were in the book and I needed to take about 10% off
0:38:53 > 0:38:54those miles-per-gallon that were stated
0:38:54 > 0:38:57because he said they were done under factory conditions
0:38:57 > 0:38:59and they weren't always realistic.
0:38:59 > 0:39:00I'm not surprised at all.
0:39:00 > 0:39:03I think they publicise high miles-per-gallon
0:39:03 > 0:39:08to try and entice people in, to try and get them to buy the new cars.
0:39:08 > 0:39:11But each of them also visited two dealerships
0:39:11 > 0:39:14where staff said the official figures were realistic.
0:39:14 > 0:39:17When I questioned the salesman about the figures that were quoted
0:39:17 > 0:39:20in the book, he did say that they were accurate.
0:39:20 > 0:39:22He would only give me the official figures
0:39:22 > 0:39:24that's written in the brochures.
0:39:25 > 0:39:26But in Liverpool,
0:39:26 > 0:39:29four of the dealerships told Kirsty
0:39:29 > 0:39:32she could expect to achieve the official MPG.
0:39:32 > 0:39:36He said the figures in the book were true for the manufacturer,
0:39:36 > 0:39:38so you can trust what the manufacturer said,
0:39:38 > 0:39:41and to take what's in the brochure as gospel.
0:39:42 > 0:39:46Overall, eight of the 18 new car dealerships we visited
0:39:46 > 0:39:48gave us inaccurate information,
0:39:48 > 0:39:51telling us the published figures are realistic.
0:39:51 > 0:39:54So, when that advice could leave you out of pocket,
0:39:54 > 0:39:57it really is vital that you don't just take the dealer's word for it
0:39:57 > 0:40:00before shelling out on such a big purchase.
0:40:01 > 0:40:04I think it's important that you always remember
0:40:04 > 0:40:05to do your own research.
0:40:05 > 0:40:07You have to take what they tell you with a pinch of salt
0:40:07 > 0:40:08and go and find out yourself
0:40:08 > 0:40:11from independent sources what the real figures are.
0:40:12 > 0:40:15When we put the findings of our secret shopping trips
0:40:15 > 0:40:18to the Society of Motor Manufacturers and Traders,
0:40:18 > 0:40:20it told us the difference
0:40:20 > 0:40:23between the official laboratory test results,
0:40:23 > 0:40:26which manufacturers are "legally obliged to advertise",
0:40:26 > 0:40:29and on-road performance, are well-known.
0:40:29 > 0:40:32And the industry acknowledges the need for fundamental reform.
0:40:32 > 0:40:40It explained...
0:40:40 > 0:40:41But added that new tests,
0:40:41 > 0:40:45which will incorporate on-road testing, are planned from 2017...
0:40:52 > 0:40:55We also contacted Audi, the manufacturers of Ian's car,
0:40:55 > 0:40:58which said though it understands his frustrations...
0:41:03 > 0:41:07It stressed all new cars are tested under standardised conditions
0:41:07 > 0:41:10that every car manufacturer has to adhere to.
0:41:10 > 0:41:13And they're compelled to use the resulting figures
0:41:13 > 0:41:15in all public-facing communications.
0:41:15 > 0:41:19The company went on to say it does always clearly state
0:41:19 > 0:41:21that the quoted figure may differ
0:41:21 > 0:41:23from what's achieved in real-world conditions.
0:41:25 > 0:41:28As for the manufacturers whose vehicles came out worst
0:41:28 > 0:41:30in What Car? magazine's tests,
0:41:30 > 0:41:33they too reiterated that they're simply complying
0:41:33 > 0:41:35with official EU testing conditions,
0:41:35 > 0:41:37but added that they welcome the upcoming changes
0:41:37 > 0:41:41that will allow them to illustrate what a car will really achieve.
0:41:43 > 0:41:48Back in Wilmslow, Ian decided the Audi simply was not the car for him,
0:41:48 > 0:41:50so he traded it in.
0:41:50 > 0:41:54And while the whole saga has cost him more than ?5,000,
0:41:54 > 0:41:56he is at least happy with his new car's performance.
0:41:58 > 0:42:01The fuel consumption is regularly returning in the high 40s,
0:42:01 > 0:42:04and about 45 to the gallon going around town,
0:42:04 > 0:42:06so I'm extremely pleased with it.
0:42:06 > 0:42:10It's doing exactly as the advertised consumption should do.
0:42:17 > 0:42:19Now, when it turns out that you've bought something
0:42:19 > 0:42:21that wasn't actually right,
0:42:21 > 0:42:24or indeed perhaps you were just mis-sold it in the first place,
0:42:24 > 0:42:27it can be really hard to prove what's happening.
0:42:27 > 0:42:31Which could mean that you're left not just hugely out of pocket,
0:42:31 > 0:42:34but that you're stuck with something totally unsuitable
0:42:34 > 0:42:36that you just can't afford to replace.
0:42:36 > 0:42:38Well, obviously there's a world of difference
0:42:38 > 0:42:40between the families we met today,
0:42:40 > 0:42:43who have been left looking after a pet that was actually intended
0:42:43 > 0:42:45to help look after THEM,
0:42:45 > 0:42:47and the millions of people
0:42:47 > 0:42:49who may well be driving the wrong kind of car.
0:42:49 > 0:42:53But they're united by the same unfortunate fact,
0:42:53 > 0:42:55that switching to what they really need
0:42:55 > 0:42:57won't always be financially possible.
0:42:57 > 0:43:00Those dogs and cars, they don't come cheap.
0:43:00 > 0:43:02You can say that again. Actually, we have a diesel at home.
0:43:02 > 0:43:04We bought a diesel to be efficient,
0:43:04 > 0:43:06and since we made that film,
0:43:06 > 0:43:09I've realised that we probably don't drive far enough
0:43:09 > 0:43:11to make it the best thing for us either,
0:43:11 > 0:43:13so all these years we thought we were saving money
0:43:13 > 0:43:16when there's a chance that it may end up costing us more.
0:43:16 > 0:43:19On that note, that's where we come to the end of the road for today.
0:43:19 > 0:43:20Thanks for keeping us company,
0:43:20 > 0:43:24and until next time from all of us, bye-bye. Bye. Bye