:00:12. > :00:17.Halifax pet insurance, Disneyland prices, Yodel deliveries, you'll ab
:00:17. > :00:23.maized what we've found. Also, Angry Birds, Abercrombie & Fitch,
:00:24. > :00:33.the iPad 3, plus want to cut �500 off household bills? We know how.
:00:34. > :00:49.
:00:49. > :00:53.It's watchdog, the programme you Yes, hello an good evening. Welcome
:00:53. > :00:56.to watchdog, we're live as usual from Television Centre. Tonight,
:00:56. > :01:04.saving hundreds with a single phone call. The people in this village
:01:04. > :01:10.did it. So can you. I saved a whopping total of �583. What will
:01:10. > :01:14.do you with the money? We're going on holiday. Also tonight, Halifax,
:01:14. > :01:19.Lloyds TSB, they've scrapped their pet insurance, leaving owners with
:01:19. > :01:23.massive vet bills. Will these dogs have to be put down? Plus,
:01:23. > :01:30.Disneyland Paris, great deals available on the French website,
:01:30. > :01:34.what about British holidaymakers? And how not to deliver an Xbox.
:01:34. > :01:38.Here's your console courtesy of Yodel.
:01:38. > :01:42.Secret filming, I love a bit of that. Tonight's rogue won't know
:01:43. > :01:52.because he's a man would doesn't want to us show his face on camera.
:01:53. > :01:57.
:01:57. > :02:00.Ah, OK then. Let's have a look at Ladies and gentleman, I give you
:02:00. > :02:06.Rodney Goldson making a cheeky appearance on Rogue Traders for
:02:06. > :02:09.making some shameless demands on his customers. Rodney likes to
:02:09. > :02:15.invent problems that don't exist, you see. Tonight he's facing one of
:02:15. > :02:19.his own and it's all too real. First, your household bills.
:02:19. > :02:24.Insurance, electricity, gas, telephone, Broadband, digital TV,
:02:24. > :02:27.the list goes on. We know we can sometimes slash them by switching
:02:27. > :02:32.suppliers. Tonight we're going to show you how to save hundreds
:02:32. > :02:37.without having to switch. You just have to know how to haggle.
:02:37. > :02:41.There's nothing I love more than a watchdog experiment. And choosing
:02:41. > :02:47.the right place to conduct it. This one is about household bills, so I
:02:47. > :02:52.could have gone to Dollar, Poundstock, Shillingford or Bank.
:02:52. > :02:59.Fine places all, but not as appropriate as this. Billing ton in
:02:59. > :03:06.Lancashire. Get it, bill-ing-ton. Never mind. The population is 1200.
:03:06. > :03:09.The bill saving potential, let's find out. These BBC Radio
:03:09. > :03:15.Lancashire. If you're in the billing ton area, watchdog will be
:03:15. > :03:19.looking at how to save a few quids on gas, electricity and mobile
:03:19. > :03:25.phones. Recently we've been asking those who live here to take part in
:03:25. > :03:29.our bill saver chaltong see if they can get a better deal without
:03:29. > :03:34.switching providers. I'm wondering if you can give me a better deal
:03:34. > :03:37.than I'm on at the moment. They say that seems an awful lot, soy
:03:37. > :03:42.thought I'd better make some inquiries. I'm calling to see if
:03:42. > :03:46.you can do any better on the deal I'm on at present. Of course,
:03:46. > :03:50.there's an art to doing this. We've got someone who can teach that art
:03:50. > :03:55.to our guinea pigs. You may have heard of him. Welcome to the world
:03:55. > :03:59.of don't ask, don't get. Now look, when it comes to money saving, the
:03:59. > :04:02.perfect solution is to do a cross- market comparison to hone in on the
:04:02. > :04:07.very best deal. You know what, if you don't have the time, sometimes
:04:07. > :04:12.picking up the phone and saying "Listen, I don't like what I'm on,
:04:12. > :04:15.have you got anything better, does work." I should stress our test
:04:15. > :04:18.wasn't scientific. 18 households took part simply calling whichever
:04:18. > :04:23.service providers they happen to be with. It's time to find out how
:04:24. > :04:28.they got on. First on the list is Stephanie. Fingers crossed for a
:04:28. > :04:32.big saving. Stephanie has boiler repair insurance with British Gas
:04:32. > :04:38.and Orange mobile contract, a BT aland line and Sky TV package.
:04:38. > :04:44.morning. First up, let's talk about gas. What did you want to
:04:44. > :04:48.negotiate? I was paying �58 a month and that was for home care and
:04:48. > :04:52.obviously I wasn't in a position to change -- I was in a position to
:04:52. > :05:02.change my contract and look elsewhere. They agreed to reduce my
:05:02. > :05:07.bill quite substantially. How much? � -- �to �43 a month. We've not had
:05:07. > :05:12.to change anything. We're getting the same cover, the same call out
:05:12. > :05:16.everything. You also called Sky. Your husband made that call. That's
:05:16. > :05:19.right. Initially he wasn't getting a lot of joy. They weren't too keen
:05:19. > :05:23.and stuck in their ways and saying they couldn't offer us anything
:05:23. > :05:27.less. He asked to be put through to disconnections. Don't panic that
:05:27. > :05:31.you've been put through to disconnections, celebrate, that's
:05:31. > :05:35.where you want to be. Internally, it will be called customer
:05:35. > :05:38.retentions because their job is to keep you and they have much more
:05:38. > :05:46.discretion when it comes to negotiating. You're at
:05:46. > :05:49.disconnections, wah-hay. We were paying �52, we got it down to �39 a
:05:49. > :05:54.month. No change in service. Everything we get is exactly the
:05:54. > :05:58.same as before. BT also agreed to cut land line bills. As she already
:05:58. > :06:02.had the best mobile deal, Orange offered no reduction. All in
:06:02. > :06:09.although, she'll save more than �380 over the next year. In the a
:06:09. > :06:15.bad start. Let's meet some others. Hi Julie. Hi. I actual thri rang
:06:15. > :06:22.British Telecom as well as my gas and electricity supplier. I managed
:06:22. > :06:25.to save �100. Next up Kieran. He has a Sky TV package and gets
:06:25. > :06:30.energy from Southern Electric. Let's deal with Sky first. How have
:06:30. > :06:36.you got on? It was brilliant as far as I was concerned. How much are
:06:36. > :06:40.you saving a month now? �10.50 something like that. Great deal
:06:40. > :06:44.with Sky then. Southern Electric said Kieran was on the best tariff,
:06:44. > :06:49.so no saving there. According to Martin Lewis gas and electricity
:06:49. > :06:53.are two areas where you should compare all suppliers, rather than
:06:53. > :06:57.relying on your existing provider to offer a better deal. There is
:06:57. > :07:02.still potentially big savings to be made in other areas. Your timing
:07:02. > :07:05.can be crucial. When you're at the end of your contract you're hole
:07:05. > :07:09.sterg a huge weapon in the form of your loyalty. They will often give
:07:09. > :07:14.you really good deals. Having said that, even if your contract isn't
:07:14. > :07:18.over, it's worth giving it a go. Carol-Anne is a trier. She called
:07:18. > :07:25.five of her service providers and four of them offered improved deals.
:07:25. > :07:30.How much money have you saved? whopping total of �583! What are
:07:30. > :07:35.you doing with the money? We're going on holiday. Really? Yes, with
:07:35. > :07:38.the animals. The first time in seven years. Brilliant. Fantastic
:07:38. > :07:41.deals. Just before you jump into bed are them. Check how long they
:07:41. > :07:45.expect you to sign up for if you take their offering. Sometimes it
:07:45. > :07:49.could be a couple of years and these are fast moving markets and
:07:49. > :07:53.you may not want to be tied in that long. Do ask them, has anything
:07:53. > :07:57.else changed just in case they're throwing in anything you're not
:07:57. > :08:00.aware of. Some of the improved deals offered were already
:08:00. > :08:03.available on their website. Many of the residents we featured were
:08:03. > :08:08.offered deals they wouldn't have known about if they hadn't picked
:08:08. > :08:12.up the phone. In the end, what was the total potential saving? I spent
:08:12. > :08:16.a couple of hours going through the paper work so I could give the
:08:16. > :08:20.results to our bill savers over a well deserved and now much more
:08:20. > :08:27.affordable drink. Thank you very much. Are you ready for the
:08:27. > :08:35.results? Yes! Our first category is television. Now nine people called
:08:35. > :08:42.up and six people were successful. Between you total savings �616.44.
:08:42. > :08:52.So that's over the year and on average over �100 each. The next
:08:52. > :08:58.category was insurance. Total savings were �447.33. Gas and
:08:58. > :09:04.electric, now a saving would have been �654.16. But the biggest
:09:04. > :09:12.saving of all for everybody in the group was in land line and internet,
:09:12. > :09:17.total savings over �118 9 over the year. Not bad for a 30 minute phone
:09:17. > :09:24.call. Do you want to know how much all of you have saved? You might be
:09:25. > :09:29.flabbergasted by this total. Your total savings were �3,093.93. Give
:09:29. > :09:33.yourselves a round of applause. Wow, what a result for our gang. It
:09:33. > :09:38.just shows you, if you don't ask, you don't get. Cheers gang. Well
:09:38. > :09:41.done. Now all the companies featured have
:09:41. > :09:45.told us they're committed to providing the best value and
:09:45. > :09:50.service to their customers and are happy to engage with them on an
:09:50. > :09:55.individual basis. You can see their full responses on our website.
:09:55. > :10:00.You've made so many women happy in Lancashire. I try! And you succeed.
:10:00. > :10:08.Back to the experiment, �3,000 in all or more than, what about the
:10:08. > :10:13.average per person. Adding it up, �171, great result really. Carol-
:10:13. > :10:16.Anne, she got �583 knocked off. How did that break down? She'll be
:10:16. > :10:22.pleased because she's taking the animals on holiday. First pet
:10:22. > :10:29.insurance, she got her provider to knock �37.80 off that. Next her
:10:29. > :10:39.mobile phone deal, that came down mobile phone deal, that came down
:10:39. > :10:41.
:10:41. > :10:45.by �132. She made a big saving on can't be bothered actually
:10:45. > :10:50.switching, it definitely pays to haggle with your current supplier.
:10:50. > :11:00.So if you'd like to comment on that or any of tonight's stories, here's
:11:00. > :11:07.
:11:07. > :11:13.or any of tonight's stories, here's Coming up - pets who may have to be
:11:13. > :11:21.put down. Halifax, Lloyds TSB are to blame say owners. Plus an Xbox
:11:21. > :11:27.dropped over the fence, packages not delivered at all, thanks Yodel.
:11:27. > :11:31.Now history's littered with crime fighting double acts. Homes and
:11:31. > :11:37.Watson, Cagney & Lacey and the most successful of all time Scooby Doo
:11:37. > :11:41.and Shaggy. It's full of great comedy duos like Del Boy and Rodney
:11:41. > :11:51.who all have Catchphrases. Dell couldn't be with us tonight, but he
:11:51. > :12:02.
:12:02. > :12:10.If you make your eyes go squinty, we could pass for a pair of super
:12:10. > :12:14.sleuths. We have the brains. We have the Brawn as well. When Dan's
:12:14. > :12:20.back isn't bad. I provide Sherlock's insight and Dan asks the
:12:20. > :12:26.big question - oh, he's spoiled it! So what have you got for us today?
:12:26. > :12:32.Well it's a company called Goldstar Gas and Heating Services Limited.
:12:33. > :12:37.It's a one-man band. The one man is this man, Rodney Goldson. He's got
:12:37. > :12:43.a Catchphrase. Do you want to the bad news or the bad news? He's
:12:43. > :12:48.based in Mitcham south London. He specialises in boilers. I found
:12:48. > :12:52.them online. I can see why they call them Goldstar. He has lots of
:12:52. > :13:01.good reviews. He looks great. reason is we've heard from this
:13:01. > :13:10.woman, Mary-Ann Kerr. I think we should talk to her. To Tooting,
:13:10. > :13:14.where Mary-Ann owns a house occupied by her daughter. When the
:13:15. > :13:20.heating failed, they called out gold star. Rodney Goldson came, saw
:13:20. > :13:27.and condemned the boiler. When Samantha got Mr Goldson round
:13:27. > :13:32.to look at it, he seemed to stress that it was dangerous, that there
:13:32. > :13:37.was a problem with carbon monoxide poisoning, that the boiler was
:13:37. > :13:44.sparking and singeing a back wall. He seemed to make it sound like it
:13:44. > :13:47.could explode, go up, ignite. The other problem was the water tank,
:13:47. > :13:51.the cylinder was toxic. That's quite a list. You were out of the
:13:51. > :13:56.country at the time. That's right. I think she felt she had to get the
:13:56. > :14:00.job done as quickly adds possible, make it right. Rodney was highly
:14:00. > :14:04.recommended on an internet ratings site. He was able to start straight
:14:04. > :14:10.away. Following the frightening warnings, the work was agleed to at
:14:10. > :14:14.a price of �5,500. I thought it sounded a lot of money, but then
:14:14. > :14:17.I've never completely replaced a whole hot water and boiler system
:14:18. > :14:21.myself. A couple of weeks after the insulation a new problem developed.
:14:21. > :14:31.The housemates couldn't run the hot water without the radiators heating
:14:31. > :14:36.up. Rodney was called and she met him in the house. He didn't have
:14:36. > :14:40.any tools with him. He said he thought it was because he wired it
:14:40. > :14:46.up to old wiring. He said he needed to change the electrics. Alarm
:14:46. > :14:51.bells were ringing. He wanted an extra �2500 to sort it out. Instead
:14:51. > :14:55.of going with him, Mary-Ann asked another plumber for a second
:14:55. > :15:00.opinion. He said the insulation was dangerous and needed making save
:15:00. > :15:05.immediately, his cost �200. What did you make of Rodney? That he was
:15:05. > :15:12.a complete rip-off merchant. I feel he's completely unsafe and
:15:12. > :15:17.unscrupulous. I can't believe this guy �5,500 to fit a boiler and
:15:17. > :15:24.cylinder. And he wanted extra to make it work properly. Typically
:15:24. > :15:30.that kind of insulation should have cost �3,500. And this is not the
:15:30. > :15:35.only unhappy customer. There are some good reviews but this as well.
:15:35. > :15:39.This has been a nightmare I don't want to repeat. Rodney says "I
:15:39. > :15:44.don't think you need another plumber my love, it's a
:15:44. > :15:48.psychiatrist you need. Because it's not your boiler having a break down,
:15:48. > :15:53.it's you. Oh, Rodney you plonker. If you're going to rely on internet
:15:53. > :15:57.reviews, read them all. The bigger picture is what we need, so cue
:15:57. > :16:04.house, secret cameras and member of the production team as stooge.
:16:04. > :16:08.She's calling herself Fiona, a mash up of Fiona Bruce and Michael
:16:08. > :16:15.Aspell because she loves The Antiques Roadshow. Here's a
:16:15. > :16:19.collector's item for her plumbing expert Mike Griffin. So the potter
:16:19. > :16:23.ton supremer, that's one of the smallest boilers I've ever seen.
:16:23. > :16:27.is small but there are smaller ones about. But it works. Absolutely,
:16:27. > :16:30.there's nothing wrong with it. It just needs a service. That's pretty
:16:30. > :16:34.simple. What are you planning? going to put a fault on the fan and
:16:35. > :16:39.then the boiler will fail. And how long will that take to fix, how
:16:39. > :16:43.much will it cost? The time it should take is no more than an
:16:43. > :16:50.hour-and-a-half including picking up the part locally, which is
:16:50. > :16:54.available. Fan is � 135 to �150 plus VAT. I would have thought
:16:54. > :16:59.under �300. Very simple. Let's be generous, let's say it could be up
:16:59. > :17:04.to �400, in case he gets stuck in traffic on his way to the shops.
:17:04. > :17:08.The call's gone in. Thanks very much. Thanks to Mike the fan is as
:17:08. > :17:12.broke as a Chelsea season ticket holder. Fiona's at her most
:17:12. > :17:21.alluring. And even the cat's moving in for a ringside seat. It's
:17:21. > :17:26.Rodney! And you won't be surprised to learn that he soon starts acting
:17:26. > :17:32.true to form. Happily, this time, we're there to catch him. He who
:17:32. > :17:36.dares Rodney. He who dares. Next Halifax, Lloyds TSB and their
:17:36. > :17:40.decision to pull out of pet insurance despite selling it as
:17:40. > :17:44.lifelong cover, leaving cats and dog owners facing crippling bills
:17:44. > :17:49.because their pets, like the wonderful Angus here, who is only
:17:49. > :17:54.three, need long-term treatment. So those owners now face a stark
:17:54. > :17:59.choice - find thousands to pay future bills or have their pets put
:17:59. > :18:05.down. Kate Humble reports.
:18:05. > :18:15.I'm used to seeing animals in the wild. That's just amazing.
:18:15. > :18:16.
:18:16. > :18:21.And down on the farm. But I also keep animals myself. This is my
:18:22. > :18:25.small holding, home to my sheep and chickens. As well as the farm
:18:25. > :18:31.animals I have two rescue dogs called badger and Bella. Ready
:18:31. > :18:36.guys? Pets like these quickly become part of the family. Their
:18:36. > :18:41.health and well being is of long- term importance. Which is why so
:18:41. > :18:46.many pet owners choose lifelong insurance for their animals. That
:18:46. > :18:52.way, if their animals does develop a serious or ongoing condition,
:18:52. > :18:56.they can afford the treatment that can run into thousands of pounds.
:18:56. > :19:03.Amanda took out what she believed to be life time cover for her dog
:19:03. > :19:09.Angus in 2009. A good decision, as he later developed add sons disease,
:19:09. > :19:14.a potentially fatal condition affecting the adrenal glands.
:19:14. > :19:18.was ill and didn't get treated he would die. His potassium would get
:19:18. > :19:22.to a level where his heart would stop. He needs medication on a
:19:22. > :19:26.daily basis to stop that happening. It's cost so far in the region of
:19:26. > :19:30.�2,000. Luckily I've been able to claim that back through my
:19:30. > :19:35.insurance policy. The disease could flare up at any time, meaning more
:19:35. > :19:40.big vets bills. Amanda, can't afford for that to happen. Her
:19:40. > :19:45.insurers, Halifax, have told her they won't renew her policy when it
:19:45. > :19:49.runs out in six months' time. got a bit of a timebomb at the
:19:49. > :19:53.moment. If Angus gets ill after September, I'm in trouble and so is
:19:53. > :19:58.he. He's got a pre-existing condition, so any other insurance
:19:58. > :20:03.company that I go with, won't insure the disease. It's awful that,
:20:03. > :20:06.me and lots of other people have been put in this position by the
:20:06. > :20:12.Halifax to have to make some really uncomfortable decision abouts their
:20:12. > :20:16.animals. Now thousands of other pet Rhoneers have also been warned --
:20:16. > :20:19.pet owners have also been warned. Their policies won't be renewed
:20:19. > :20:25.either. Halifax say the terms and conditions entitle them to do this,
:20:25. > :20:31.as long as they give 21 days' notice. And in response to customer
:20:31. > :20:37.protests, they've said they never sold the policy as life-long cover.
:20:37. > :20:43.Really? Check out this ad of theirs from 2006, the promise is quite
:20:43. > :20:49.clear, it says "Halifax pet insurance offers you peace of mind
:20:49. > :20:52.cover for your pet, giving life- long cover for your cat or dog."
:20:52. > :21:00.These pet owners remember that promise well. It was why they
:21:00. > :21:03.signed up. Linda bought lifetime cover for her westy, Bailey. He
:21:03. > :21:09.subsequently developed a skin complaint leading to constant
:21:09. > :21:12.itching and requiring regular treatment. He's on a therapy
:21:12. > :21:17.programme for his skin condition. He has to have a three weekly
:21:17. > :21:23.injection. Was that covered by your Halifax policy? Yeah, when I took
:21:23. > :21:28.it out, I understood that I would get all this cover. When did that
:21:29. > :21:34.policy end? My insurance was due in December and they cancelled it
:21:34. > :21:40.about November. I now have to pay out for myself. And is that very
:21:40. > :21:45.expensive? It is very expensive. Over �500 a year. He has to have it
:21:45. > :21:51.because he will suffer if he doesn't. Elaine took out a policy
:21:51. > :21:58.for Max in 2006. He's since developed spinal problems costing
:21:58. > :22:02.more than �6,000 to treat. Halifax paid those bills, but what if the
:22:02. > :22:07.problems recur? Knowing what the treatment cost, the previous two
:22:07. > :22:12.times, it did happen, I know I would never have that amount of
:22:12. > :22:16.money to enable us to give Max the treatment that he needs. I think
:22:16. > :22:22.our only alternative would be to have him put to sleep. How old is
:22:22. > :22:31.Max? He's just over six. So he's not very old? No, he's not. It's a
:22:31. > :22:34.lot of life in the dog yet. Hopefully. It's an absolute
:22:35. > :22:38.disgrace that loving pet owners are being forced to consider putting
:22:38. > :22:42.down their pets because Halifax have taken this economic decision.
:22:42. > :22:45.I'm sure the Halifax know the consequences of this. As for as I
:22:45. > :22:49.understand thousands of people have bought their pet insurance policies
:22:49. > :22:52.in good faith to make prudent provision for their pets and now we
:22:52. > :22:58.find that Halifax are reneging on the promise. I just don't think
:22:58. > :23:03.they can be allowed to get away with it. In some instances, they
:23:03. > :23:08.haven't. Watchdog has learned that Halifax has paid compensation to a
:23:08. > :23:13.number of customers who've complained loudly enough. But they
:23:13. > :23:19.haven't publicically apologised or admitted they're at fault. Now more
:23:19. > :23:22.owners are having their cover withdrawn. Lloyds TSB, part of the
:23:22. > :23:27.same group as Halifax, announced last month that they too are
:23:27. > :23:34.pulling out of the pet insurance market. And guess how they promoted
:23:34. > :23:41.their policy to pet owners? Look at that headline "protection for life".
:23:41. > :23:46.Lynn is among the many owners who Lloyds TSB are abandoning. When her
:23:46. > :23:51.policy ends, nine-year-old Ciara will be left uninsurable. With all
:23:51. > :23:55.the things that she's got wrong with her, with her arthritis, her
:23:55. > :24:00.heart, her autoI Manchester United defishcy, vet bills will cost
:24:00. > :24:04.anything up to �1,000 a year. I can't do anything about it. No
:24:04. > :24:09.company will insurance her with pre-existing conditions. I don't
:24:09. > :24:14.think Lloyds realise how much heart ache they're going to be causing to
:24:14. > :24:16.so many people. I don't know what I'm going to do if her life is cut
:24:16. > :24:20.short because the can't afford treatment for her. Lloyds Banking
:24:20. > :24:25.Group, which owns both companies, acknowledged that their withdrawal
:24:25. > :24:29.from pet insurance has caused concern among some customers whose
:24:30. > :24:34.pets have pre-existing conditions and are having problem finding new
:24:34. > :24:38.insurance. They have apologised for any inconvenience caused. They are
:24:38. > :24:40.working on a solution and will contact them in the next few weeks.
:24:40. > :24:46.They have given us a couple of numbers for concerned kust mowers
:24:46. > :24:50.to call. Get a pen and paper and I'll give you that in a minute.
:24:50. > :24:53.Martin Lewis is here in person. There's a lot of you on the
:24:53. > :24:58.programme tonight. You've been banging on about this problem for a
:24:58. > :25:01.long time. Are you happy with the response? I think you've waved your
:25:01. > :25:05.magic wand. That's a very different tone to the one we've been hearing
:25:05. > :25:09.before. It was saying, forget what it says on the front cover, terms
:25:09. > :25:13.and conditions, wasn't for life no, problem. That is a real turn around.
:25:13. > :25:16.There was nothing cast iron in there. We're talking thousands of
:25:16. > :25:20.pounds and there are families out there choosing between getting
:25:20. > :25:23.treatment for their pet and feeding their children. That means the pets
:25:23. > :25:28.will be put down. That's a good answer, but we need more detail
:25:28. > :25:31.before I will be smiling. We've spoken to a legal expert who says
:25:31. > :25:35.this looks like a breach of conditions and regulations. Would
:25:35. > :25:38.you agree with that? I would think it looks like that. I wouldn't take
:25:38. > :25:42.this the legal route. More important here is you have a right
:25:42. > :25:47.to go to the ombudsman. The difference between the ombudsman
:25:47. > :25:52.and the law, is that they look at the law and that you have to treat
:25:52. > :25:58.customers fairly. The fact it said "for life" on the front, that means
:25:58. > :26:02.that if if it's not for life people aren't treated fairly. People
:26:02. > :26:07.should get big compensation for this. What is a fair solution. Look
:26:07. > :26:12.at lovely Angus, he's three. matches you, both in black.
:26:12. > :26:17.life expectancy is 13, you're looking at ten years' vet bills.
:26:17. > :26:22.should be reinstated with pets with pre-existing conditions, reinstate
:26:22. > :26:26.the insurance. It knows what the payout will be, look at those, add
:26:26. > :26:36.some on top and pay a dirty great large sum of cash, thousands.
:26:36. > :26:53.
:26:53. > :26:57.You're wonderful. Thousands. Chris. Next Amazon, Currys, Boots, O2, if
:26:57. > :27:02.you've ordered goods from any of them chances are they'll be
:27:02. > :27:07.delivered by Yodel or maybe they won't. The company formerly known
:27:07. > :27:12.as HDNL had a trail of unhappy customers, you might remember, when
:27:12. > :27:22.it featured on watchdog in 2010. 16 months on, new name, new promises,
:27:22. > :27:27.
:27:27. > :27:30.you've guessed it - same old It's an irritating song, sorry, but
:27:30. > :27:33.apparently not as irritating as Yodel's customer service. They
:27:33. > :27:40.missed off part of may dress and didn't deliver my four-year-old's
:27:40. > :27:50.presents. I've called Yodel 26 times and they still haven't
:27:50. > :27:55.delivered. Yodel didn't deliver my packages an I can prove it. When it
:27:55. > :28:02.comes to generating complaints, Yodel certainly does deliver. We
:28:02. > :28:06.receive angry e-mails and letters almost every day. This, despite the
:28:06. > :28:15.company relaunching with a brand new name, a snazzy new website and
:28:15. > :28:20.apparently a new way of thinking. Hmmm... They also make a lot of
:28:20. > :28:26.promises on their website. Let's see how they compare to the reality.
:28:26. > :28:30.First up, a pretty basic promise. Donna from Swansea wishes they'd
:28:30. > :28:35.kept it. My washing machine broke. I ordered a new one. On the due
:28:35. > :28:39.date of delivery, I waited in all day, but it didn't arrive.
:28:39. > :28:42.tracking information provided by Yodel online showed the delivery
:28:42. > :28:47.was apparently still in progress. In total I phoned them about 26
:28:47. > :28:50.times. It takes at least 15 to 20 mintoits get through. They had no
:28:50. > :28:55.clue where my delivery was. I asked to speak to a manager on 16
:28:55. > :28:58.different occasions. They were fobbing me off. Yodel declared the
:28:58. > :29:03.Washington lost. Donna ordered a second one from the website. And oh,
:29:03. > :29:06.I think I know what might be coming next. I received one phone call
:29:06. > :29:16.from Yodel the evening before it was supposed to arrive. He said
:29:16. > :29:17.
:29:17. > :29:21.there's a problem. No you don't understand, the washing machine has
:29:21. > :29:24.been gone and I'm waiting for a new one. They said no, we've lost that
:29:24. > :29:30.one as well. Then Yodel said the first machine had been found. By
:29:30. > :29:37.then Donna had given up. Building partnerships with our customer,
:29:37. > :29:40.partnerships that are based on trust. Oh, new mail. Dear watchdog
:29:40. > :29:43.I recently ordered two pairs of expensive rare shoes online. They
:29:43. > :29:48.were supposed to be delivered by Yodel. They said they were
:29:48. > :29:53.delivered and signed for, but I didn't get them. I received a large
:29:53. > :29:57.phone bill after calling over and over again, getting no reply. I
:29:57. > :30:01.don't know what to do, please help. No shoes and an expensive bill. If
:30:01. > :30:05.you want to call them to chase up your non-delivery, they charge you.
:30:05. > :30:08.What's worse, if their tracking system says your parcel has been
:30:09. > :30:17.delivered, then good luck with your complaint because it's a case of
:30:17. > :30:21.your word against theirs. Unless you're this woman. Stalin is the
:30:21. > :30:27.one on the left by the way. She ordered two mobile phones from O2,
:30:27. > :30:33.another company that uses Yodel to deliver. On the website it stated
:30:33. > :30:39.at 12.56 that they had been signed for by myself and I hadn't received
:30:39. > :30:47.them. But this time, their word wasn't good enough. She had a
:30:47. > :30:51.secret weapon. Luckily we have CCTV covering the entrance to our house,
:30:51. > :31:01.so I checked the footage at the time the parcels were allegedly
:31:01. > :31:09.delivered. Here the guy's arriving with the two packages. He spends
:31:09. > :31:15.some time at the door. There he is, leaving now at 12.55 with the two
:31:15. > :31:19.packages in his hand. I don't believe it. Neither do I! Let's
:31:19. > :31:24.have another look. Despite the evidence it took yodl a month to
:31:24. > :31:29.act on this complaint. She has since been refunded for the two
:31:29. > :31:33.phones and received �25 of High Street vouchers from Yodel. Yodel
:31:33. > :31:38.says it focuses on your needs and promises expertise that is second
:31:38. > :31:43.to none. We're not one to brag, says the website, but it's this
:31:43. > :31:47.unique set of skill that's sets us apart from the rest. I bought
:31:47. > :31:51.presents for my little girl and they lost the first part of my
:31:51. > :32:01.address, which left me present-less on December 23 and I didn't even
:32:01. > :32:06.
:32:06. > :32:09.get an apology. Another happy Thanks. Deliveries taking weeks to
:32:09. > :32:15.arrive, collection notes not being left and packages left out in the
:32:16. > :32:21.rain. Now, a complaint about parcels being mishandled. This is
:32:21. > :32:25.Claire's home in East London. This is her seven-foot fence and gate.
:32:25. > :32:30.And this is CCTV footage of the Yodel delivery man bringing the
:32:30. > :32:36.Xbox 360 she ordered from Amazon. Claire had already complained after
:32:36. > :32:40.Yodel had throne pans and a cooker hood over the gate. Surely they
:32:40. > :32:44.wouldn't do that to a computer console. Ah, yes they would. They
:32:44. > :32:50.did apologise later. So, another delivery, another complaint. Yodel
:32:50. > :32:53.must be getting used to them by now, despite all their pledges about
:32:53. > :32:56.excellent service. Honestly, I've combed through the website and
:32:56. > :33:01.finding it hard to find a promise I can now believe in. Hang on, what's
:33:01. > :33:11.this? At Yodel we really give you something to shout about. OK, that
:33:11. > :33:14.
:33:14. > :33:19.Rebecca Willcox reporting there. Regarding the Xbox incident Yodel
:33:19. > :33:25.have told us they investigated and took appropriate action. The owner
:33:25. > :33:29.subsequently confirmed they had resolved the matter satsfact Rhyl.
:33:29. > :33:32.They delivered 170 million parcels a year and the overwhelming
:33:32. > :33:37.majority run smoothly. They sometimes face challenges beyond
:33:37. > :33:41.their control and they overcome then. When they can't or the
:33:41. > :33:45.service fails to meet the standard expected they apologise. They say
:33:45. > :33:49.customer service is a priority. They will continue to improve their
:33:49. > :33:53.training programme to ensure standards. Hopefully lesson one is:
:33:53. > :34:00.Don't drop a computer console over a fence. I could teach that without
:34:00. > :34:03.any training. Matt? Back to south London based Goldstar
:34:03. > :34:06.Gas and Heating Services Limited now, more particularly the owner
:34:06. > :34:11.Rodney Goldson. He's been scaring customers into having work done by
:34:11. > :34:16.lying about the extent of their boiler problems. Bodging said work
:34:16. > :34:21.and then overcharging for the privilege. Will Roders try the same
:34:21. > :34:27.thing on us? Let's find out. Fiona's heating has
:34:27. > :34:37.gone. We know why, because we set the fault. It's a fan, sorted for
:34:37. > :34:37.
:34:37. > :34:43.less than �400. Will Rodney do as he should? I have a fail trail.
:34:43. > :34:47.Yeah sure. It looks like a black board, but it's not. When Rodney,
:34:47. > :34:50.isn't he or isn't he a plonker Goldson gets something right he
:34:50. > :34:54.gets a gold star there. When he does something wrong, he gets
:34:54. > :34:59.something else. A fail trail, excellent, this could almost be on
:34:59. > :35:03.Top Gear. It's not that good. This is good though, unreasonably
:35:03. > :35:13.priced Roders is here. The door bell's gone. Expert Mike is in
:35:13. > :35:15.
:35:15. > :35:25.position. And Fiona's ready for her He is gas safe registered, hit it
:35:25. > :35:29.
:35:29. > :35:33.Dan. It's a gold star. Fiona leaves Rodney to it and he's
:35:33. > :35:38.clearly in a hurry, not even bothering to try and switch it on
:35:38. > :35:42.using the timer or even checking that the power is off. He's going
:35:42. > :35:51.straight into the circuit board, watch his hand on that power there.
:35:51. > :35:56.He needs to turn it off., before he hurts himself. Danger, 240 volts.
:35:56. > :36:00.Skull and cross bones. Hang on though, he must have seen sense.
:36:00. > :36:10.Had egoes upstairs to the timer and hot water tank. Phew, disaster
:36:10. > :36:15.
:36:15. > :36:21.How can he tell it's scaled up? looks like the tall tales are
:36:21. > :36:31.starting. The boiler could do with a service, but there's no sign of
:36:31. > :36:42.
:36:42. > :36:52.scale. It's a level one pork pie. I need another mini pork pie.
:36:52. > :37:00.
:37:00. > :37:10.It's the Catchphrase. It's important to have a Catchphrase
:37:10. > :37:15.
:37:15. > :37:25.New boiler?! That is the full Melton Mowbray. I've got one of
:37:25. > :37:29.
:37:29. > :37:34.Yeah the picnic pies are coming thick and fast. Here's the pick one.
:37:34. > :37:38.It's leaking, which means you have carbon monoxide. It's very
:37:38. > :37:43.dangerous. And also untrue. The boiler is absolutely not leaking
:37:43. > :37:49.carbon monoxide. He's just trying to scare her now. He's trying to
:37:49. > :37:59.give us the willies. What have you got for me? It's OK, it's just this.
:37:59. > :38:17.
:38:17. > :38:20.And to repair it? This fault that we know can be put right for less
:38:20. > :38:23.than �400. Rodney says getting parts would take far too long and
:38:23. > :38:29.it would be almost as expensive as installing a whole new boiler, he
:38:29. > :38:34.says. About �1500. In total? Yeah. But you couldn't get the parts for
:38:34. > :38:41.a while. Not at least a week to ten days usually to get this type of
:38:41. > :38:45.part. OK what do you call someone would quotes �1500 for a �400
:38:46. > :38:49.repair job. Liar, liar. Say what you see.
:38:49. > :38:58.Fiona says she needs to have a think about this enormous charge
:38:58. > :39:03.and instead just pays the call out fee of �85. What's the name? Fiona.
:39:03. > :39:10.At least somebody got it. After all that, what are the scores on the
:39:10. > :39:18.doors? The black board, one gold scar, one skull and cross bones,
:39:18. > :39:23.five mini pork pies, one Melton Mowbray, one scream mask and one
:39:23. > :39:26.pair of pants I can't wear get. Grb again. Yes Dimbleby pants always
:39:26. > :39:33.wear them when it's time to question someone. Not to be
:39:33. > :39:37.confused with the Paxman thong. We have witnessed Rodney condemning a
:39:37. > :39:42.boiler and overcharging. Now we need evidence of his poor
:39:42. > :39:48.workmanship and a nice face-to-face chat. Before that, Angry Birds, do
:39:48. > :39:54.you know any. The usual, grumpy, miserable, stroppy, you know who
:39:55. > :39:59.I'm talking about. She's behind me, isn't she? Crack on. OK, Angry
:39:59. > :40:03.Birds, the downloadable game that's become one of the most successful
:40:03. > :40:09.mobile phone apps ever. Despite this really annoying theme tune,
:40:09. > :40:14.players control a flock of multicoloured birds attempting to
:40:14. > :40:17.recover eggs taken by hungry porkers. The aim is to launch the
:40:18. > :40:24.birds with a slingshot. Lots of people find it addictive. That
:40:24. > :40:29.could be a problem if you download the free app onto an android
:40:29. > :40:35.smartphone. Why? Because games like this are apairpbtdly sucking the
:40:35. > :40:40.life out of your battery. American researchers say they take the
:40:40. > :40:45.battery life faster because they can track your whereabouts. In
:40:45. > :40:48.Angry Birds about 20% of the consums was used to play the game
:40:48. > :40:52.itself. If you're losing power, that could be the reason. I love it
:40:52. > :40:57.when you talk technical. Free app, but less battery life. Basically,
:40:57. > :41:01.yes. That's the case with the HTC Nexus one, which the researchers
:41:01. > :41:05.tested. Experts tell us that other android phones are probably
:41:05. > :41:10.similarly affected. If you're using the paid for app, there are no ads,
:41:10. > :41:14.so you'll be better off. What dot Angry Birds say? Well, the makers
:41:14. > :41:17.Rovio Mobile were quite calm actually. They say they work with
:41:17. > :41:21.operators and network equipment providers to improve products and
:41:21. > :41:26.pointed us to research which concluded that the game generates
:41:26. > :41:32.an acceptable level of data and signalling traffic. Story over, cut
:41:32. > :41:36.the music, please. OK. Earlier we showed you how simple it was to cut
:41:36. > :41:40.your bills by calling your energy, insurance and phone providers and
:41:40. > :41:44.threatening to leave. Rick Wakeman has discovered a even more
:41:44. > :41:49.effective way to save money, just move abroad.
:41:49. > :41:56.Not everyone can work for ubercool Abercrombie & Fitch you know. So
:41:56. > :42:02.you need great looks, a brooding presence, a sculpted physique. I
:42:02. > :42:07.reckon I'll be OK then. What I'm not OK with is the prices. Did you
:42:07. > :42:11.know that their UK and US websites advertise the same clothes but at
:42:11. > :42:17.different cost and on average a British customer gets charged
:42:17. > :42:20.around 50% more. You're probably not aware of the cheaper prices in
:42:21. > :42:25.the States, because if you live in Britain, they won't let you log
:42:25. > :42:32.onto the American site. They just redirect you to the more expensive
:42:32. > :42:35.UK one every time. Mind you, I have been able to log on to a couple of
:42:35. > :42:44.other clothing companies foreign websites and I've found price
:42:44. > :42:49.compare sons to make your eyes water. Let's start with Ralph
:42:49. > :42:56.Lauren, I fancy a new polio shirt. In the States, my big shot cousin
:42:56. > :43:01.hank can buy this one for $85, that's �54, plus local taxes. But
:43:01. > :43:08.over here, when I go onto the British site... That exact same
:43:08. > :43:12.item costs me �75. That's nearly 40% extra. I doubt whether those
:43:12. > :43:18.local taxes add up to that. With other companies it's women who
:43:18. > :43:26.lose out. Over in Europe, my Spanish cousin can buy this Zara
:43:26. > :43:33.dress online for 39.95 euros or �33.30. But my English cousin Rita
:43:33. > :43:38.can only buy if she pays 20% more, �39.99. Hang on, whatever happened
:43:38. > :43:42.to that so-called European single market? The main issue is rental
:43:42. > :43:47.prices because property is more expensive in the UK. But it's also
:43:47. > :43:50.things like VAT and business rates that retailers have to take into
:43:50. > :43:55.account when they're doing their pricing. Also logistics costs as
:43:55. > :43:59.well. How about when the shop is online then? No rental costs there.
:43:59. > :44:04.If you're operating the stores and online operations in the same
:44:04. > :44:08.country, you'd want your pricing to be consistent and online is still
:44:08. > :44:12.subject to similar price pressures, so you still have to employ people
:44:12. > :44:15.in that country to support those operations. So I understand why
:44:16. > :44:20.there might be reasons for a company to charge different prices
:44:20. > :44:25.in different countries, but when it comes to travelling between those
:44:25. > :44:30.countries, things don't always add up. Take the EuroStar, when I check
:44:30. > :44:36.their UK website last week I found I could book a seat from London to
:44:36. > :44:42.Paris for �99.50. But if I'd bought exactly the same ticket on the
:44:42. > :44:49.French verse of the website it was 109.45 euros that's just �91. Why
:44:49. > :44:53.the discrepancy? If you're row star had constant prices it would have
:44:53. > :44:58.to adjust them every five minutes as soon as the exchange rate
:44:58. > :45:01.changed. They can't do that. There are always going to be differential
:45:01. > :45:04.prices for as long as Britain has a different currency from the rest of
:45:04. > :45:09.the world. They're reasonably transparent, thanks to the internet
:45:09. > :45:15.you can search around and see which nationality it's most advantageous
:45:15. > :45:20.to be today. So, packing a suitcase full of holiday clothes can be more
:45:20. > :45:29.expensive for us Brits, so can the price of reaching your destination.
:45:29. > :45:31.But what about when you get there? Well, if the destination is
:45:31. > :45:36.Disneyland Paris, you'd better watch out as Sarah Hughes
:45:36. > :45:42.discovered. We booked the tickets to go last August. The children
:45:42. > :45:45.were very excited. They'd always wanted to go. We paid �456 for a
:45:45. > :45:49.four-day for the price of three special offer pass. When we got to
:45:49. > :45:54.the EuroDisney park, we noticed around the park that there were
:45:54. > :45:58.adverts which were purely in French, all of the other adverts were
:45:58. > :46:03.bilingual. When we looked into the information further we found there
:46:03. > :46:09.were annual passes available, only available to buy if you were French.
:46:09. > :46:13.Cheap passes, only available if you live in France, what's going on?
:46:13. > :46:17.Disneyland Paris wants to extract the most it can out of every
:46:17. > :46:21.different nationality. Therefore, if you're British, Belgian, German,
:46:21. > :46:24.Dutch, you'll be used to the idea that you're going for two or three
:46:24. > :46:28.days, pay a lot of money and hopefully have lots of money. If
:46:28. > :46:31.you're French, particularly one of the millions of people living very
:46:31. > :46:35.close to Disneyland Paris, you might have been there three times
:46:35. > :46:39.already and you're going to need to be bribed back by a very cheap
:46:39. > :46:46.ticket. I've heard of British attractions giving discounts to
:46:46. > :46:55.local people, but not to everyone in the entire country. Still, if
:46:55. > :46:59.they can do it in France... Hello, is that the Queen of England? I'm
:46:59. > :47:08.planning a trip to London and want to visit Buckingham Palace. Will I
:47:08. > :47:18.get a discount because I'm British? I can stick my corgi where? Oh,
:47:18. > :47:18.
:47:18. > :47:21.well, no stay-cation for me this year. Now, where's my passport? A
:47:22. > :47:27.few responses, Abercrombie & Fitch say companies do incur increase
:47:27. > :47:30.costs when they do business in multiple companies. EuroStar says
:47:30. > :47:34.it doesn't use exchange rate variations to manipulate fares. It
:47:34. > :47:39.aims to charge the same price for the same ticket. Exchange rate
:47:39. > :47:43.variations are small and can work in favour of travellers buying in
:47:43. > :47:47.sterling. Disneyland Paris have told us the price of standard
:47:47. > :47:56.admission tickets is the same in all markets, but tailor made
:47:56. > :48:02.promotions are offered in different countries to meet local needs. You
:48:02. > :48:04.can ring the reservation office if you are interested and they
:48:04. > :48:14.apologise to Mrs Hughes because she wasn't given this information.
:48:14. > :48:17.Here's a few more stories. A TV ad featuring a crowd of naked
:48:17. > :48:22.individuals applying various coloured substances to their bodies,
:48:22. > :48:28.what's not to like? According to the advertising standards authority
:48:28. > :48:32.this commercial for Sanex zero per cent shower gel was misleading. It
:48:32. > :48:40.gave the impression it contained no man-made chemicals, even though it
:48:40. > :48:45.does. The maidge -- makers Colgate Palmolive contains 11 ingredients,
:48:45. > :48:53.compared to the average of 23. The ASA ruled that the ad must not run
:48:53. > :48:56.again in its current form. But I still vai few copies if you're -- I
:48:56. > :49:02.still have a few copies if you're interested.
:49:02. > :49:05.The iPad 3, according to some it could be too hot to handle. Apple
:49:05. > :49:09.have sold around three million since launching it last weekend.
:49:09. > :49:14.Some owners complain it reaches uncomfortable temperatures after
:49:14. > :49:20.around 45 minutes of use. An American consumer group has claimed
:49:20. > :49:25.it gets up to 7.3 degrees Celsius hotter than the iPad two. Whilst
:49:25. > :49:29.safe it takes it close to the 48.8 degree Celsius point at which it
:49:29. > :49:33.could cause minor burns over time. Apple says any concerned owners
:49:33. > :49:40.should contact them, about you it played down the claims, saying the
:49:40. > :49:45.new iPad operates well within its thermal specifications. Cool.
:49:45. > :49:48.Rave reviews for Cineworld the first big screen operator to scrap
:49:48. > :49:53.charges if you're paying for tickets on your credit or debit
:49:53. > :49:58.card. The chain had previously levied a fee of 70p per ticket, up
:49:58. > :50:02.to a maximum of �4.20. Wisely, as the Government is planning to ban
:50:02. > :50:07.these sort of charges by the end of the year, Cineworld decided to
:50:07. > :50:11.remove them in advance. The Consumers' Association Which has
:50:11. > :50:15.called on rival operators including Vue and Odeon to follow suit. They
:50:15. > :50:22.still have the charges in place. So good start Cineworld, maybe next
:50:23. > :50:30.you could cut the price of your pop corn.
:50:30. > :50:34.Back to gold star gs and heating services limited of south London, a
:50:34. > :50:38.one-man band that needs to change its tune. We've seen how Rodney
:50:38. > :50:45.Goldson exaggerates simple problems. He condemned one perfectly working
:50:45. > :50:50.boiler to charge �1500 for repairs. Well, I'm close to catching up with
:50:50. > :50:56.Rodney. But first, can he possibly get it wrong yet again?
:50:56. > :50:59.There's only one way to find out by calling him out again to another
:50:59. > :51:04.house containing another stooge Lisa. Mike has set a tiny fault
:51:05. > :51:09.with the boiler, nothing more than a loose connection. So simple to
:51:09. > :51:13.fix the �85 call out charge should cover it. Rodney's been working on
:51:13. > :51:17.his act. Are you ready for the Catchphrase? Do you want the bad
:51:17. > :51:21.news or the bad news Initially he condemns the boiler entirely, then
:51:21. > :51:30.he sorts the loose connection. Then he claims to have identified a
:51:30. > :51:32.bigger fault during the safety Without stripping the boiler down
:51:33. > :51:37.it's impossible to see the condition of the thermo couple, but
:51:37. > :51:42.we can see that it's working just fine. We know that even if it did
:51:42. > :51:50.need replacing the part costs about �6. How much generally if that
:51:50. > :51:54.goes? To change that you're looking at about �100. Expensive. Yeah and
:51:54. > :51:59.about to become even more so because that's in addition to the
:51:59. > :52:08.�85 call out charge and a new figure that seems to keep rising.
:52:08. > :52:18.Obviously because you've got to pay �85 so thats �185. Oh, right on top
:52:18. > :52:19.
:52:19. > :52:24.of the �85. It's supposed to be �150. This type of job is �250 for
:52:24. > :52:28.everything. That's gone up from �85 to �250. Rodney goes to buy the
:52:28. > :52:32.part. He comes back with it and gets cracking. We tell you
:52:32. > :52:40.everything. We might even go into intricate detail of how to fit a
:52:40. > :52:44.termo couple or demonstrate how this device produces a voltage
:52:44. > :52:53.proportional to either end of the alloys. Let's just look at his
:52:53. > :52:57.trouser instead! Right serious consume pror Graeme. It's fixed.
:52:57. > :53:01.But the work is shoddy. He's lighting the boiler and testing it.
:53:01. > :53:05.He hasn't checked to see if he's got a leak on that union he's just
:53:05. > :53:07.rejoined. He should have tested that with leak detection fluid at
:53:07. > :53:14.the least and preferrably have checked at the metre that there's
:53:14. > :53:19.no leak on the system at all. like he's finished. He's done no
:53:19. > :53:23.safety checks. So you've done the service as well, have you? OK
:53:23. > :53:27.lovely. So all the checks and all the service, so when will it next
:53:27. > :53:32.need to be done? One year's time. No, no. You haven't done any safety
:53:32. > :53:38.checks. You can't fill out the safety certificate. An essay.
:53:38. > :53:42.I've got to log everything I have done. Bye. Rodney hasn't checked
:53:42. > :53:47.for leaks after working on the boiler, luckily Mike is on the case.
:53:47. > :53:50.He also has a look at the old thermo couple, which truth be told
:53:50. > :53:54.has signs of wear and tear, Rodney couldn't tell that from his glance
:53:54. > :53:59.at the boiler earlier on. What's the verdict on the service, Mike?
:53:59. > :54:03.He didn't do a service. As for the gas safety certificate that was a
:54:03. > :54:06.waste of time. He never.checks required for that service. It's a
:54:06. > :54:11.worthless piece of paper. If you buy a certificate without having
:54:11. > :54:15.the boiler checked properly you've got a danger boiler. Thank you Mike.
:54:15. > :54:19.Serious stuff. Now you know what happens next, it's a face-to-face
:54:20. > :54:25.chat with Rodney. New house, check. New cameras, check. New stooge,
:54:25. > :54:28.check. Now it's time to tell Rodney what time it is. It's teatime.
:54:28. > :54:32.We've been waiting here since 1pm, when he said he would turn up and
:54:32. > :54:37.fix a boiler, which frankly hasn't got a problem. I want him to come
:54:37. > :54:43.today and I want him to bring his cheque book because look who I've
:54:43. > :54:49.got with me. Hi Matt. Hello. We mean business.
:54:49. > :54:52.# Just tea for tea and two for tea We've been writing to Rodney and
:54:52. > :54:58.have received the most extraordinary responses. Firstly he
:54:58. > :55:01.said he'd rather I punched him in the face, kicked him in the
:55:01. > :55:05.Gooleies than appear on national television. I can't really do that.
:55:05. > :55:10.He then gave us a full and franc confession and said he would change
:55:10. > :55:16.completely and to prove it, he promised to refund Mary-Anne Kerr.
:55:16. > :55:20.When the cheque arrived it wouldn't cash because Rodney had stopped it.
:55:20. > :55:29.We then received another cheque and the same thing happened. How can we
:55:29. > :55:35.trust he's changed his ways? Hold on, he's here. I'll ask him.
:55:35. > :55:42.Rodney, Sorry darling. This is your ID is it? My mum always told me to
:55:42. > :55:48.ask for ID. Brilliant. Thank you. Come on in and try to save my life,
:55:48. > :55:54.will you. What's happening, It's not firing up, not doing anything.
:55:54. > :55:59.Have you heard the news today. Rodney, do you want the bad news...
:55:59. > :56:02.Or the bad news. You've given up on your promise to send back thousands
:56:02. > :56:07.of pounds to Mary-Anne Kerr. The cheques that you sent bounced
:56:07. > :56:11.because you cancelled them. It's the latest in a series of promises
:56:11. > :56:15.you failed on which makes you deeply, deeply untrustworthy, isn't
:56:15. > :56:19.that right. I've sent the cheque in the post. And you've cancelled it.
:56:19. > :56:23.So she hasn't got the money. I knew this was a set up. Why did you come
:56:23. > :56:33.then? Because you wanted to have a chat, let's have a chat. Let's not
:56:33. > :56:38.have a chat. How can you curry on telling people that you need to...
:56:38. > :56:41.That's Rodney Goldson of gold star, still holding onto Mary-Anne Kerr's
:56:41. > :56:48.money despite promising he wouldn't. He took the bad news... Badly, I'd
:56:48. > :56:54.say. Rodney has apologised to us and his customers. He's refunded
:56:54. > :56:58.our �300 and sent another �2500 cheque to Mary-Anne Kerr. We'll
:56:58. > :57:01.know next week whether this one has cleared. And then we'll keep you
:57:01. > :57:04.posted. He says he's failed the public and himself and is now
:57:04. > :57:08.determined to dot right thing and that his appearance on Rogue
:57:08. > :57:12.Traders has given him a wake-up call, a moment to reflect. While
:57:12. > :57:16.he's reflecting he becomes the latest face on our new rogue's
:57:16. > :57:21.gallery. Thanks Matt. Just a quick update.
:57:21. > :57:28.Big response to our saving money by haggling with your suppliers. One
:57:28. > :57:33.viewer says he called his home insurer, land line and Broadband
:57:33. > :57:37.and he's �450 better off. Liz says she's not the queen just of England
:57:37. > :57:44.but the United Kingdom, the whole thing, Rick Wakeman. Keep sending
:57:44. > :57:53.us your stories. Go to the website, click where it says "your story" or
:57:53. > :57:57.write to us. Thanks guys. Next week, the DVLA selling your details to
:57:57. > :58:02.private parking companies, even those who have broken the law. AXA
:58:02. > :58:08.Sun Life, Parky recommends their over 50s insurance plans. We say