Episode 2 Watchdog

Shell, Esso, BP, shocking prices, Pets At Home, shocking conditions,

Pontin's, just shocking. Plus, Disney, the iPhone 5 and BMW, the

latest on those cars that are so easy to steal. It is Watchdog, the

Good evening, welcome to Watchdog, live from Television Centre.

Tonight, pumping up the price, paying over the odds to fill your

car. The problem is, when price goes up,

they go up like a rocket, when they come down they fall like a feather.

Also, inside the country's biggest pet store chain, what you need to

know before buying. Plus, BMW, hundreds more cases of theft

without the keys, and the insurers, who aren't paying out. And the

iPhone5, two million sold in a week, costing from �529 a time, but there

is an added extra, thanks Apple. Two million, they sure know how to

sell. As do the company we are featuring tonight, they can

persuade you to buy anything, even high-priced alarm systems in areas

of low crime, don't say no, because a refusal can often offend.

Say hello, or goodbye to the rep from Landmark of Maidstone Kent,

very upset because an elderly lady had second thoughts about handing

over �7,000. Zero marks for manners, but full marks for persistence,

because even after that dramatic exit, he tries again to sell her an

alarm. I think he better start reaching for the panic button.

First, petrol prices, up again this week, unleaded to an average of

�141 a litre, diesel even higher, �1.46 a litre. The latest rises

coming a fortnight after the launch of an official investigation into

the prices charged by BP, Shell and the other big retailers. The

companies have a long list of excuses, should we believe them?

What do you think. Drivers have long believed they are

paying more than they should to fill up.

And as pump prices edge back towards record levels, the

politicians and regulators are also growing suspicion.

The Office of Fair Trading has begun a review into the price of

fuel across the UK. Petrol prices have risen by 38% in the last five

years. But what's causing these price rises? Petrol companies like

to tell us the price at the pump rises when the price they pay for

the raw ingredient, oil, goes up. Is that really the case? We have

got hold of figures stretching back to the start of 2011. They reveal

what the retailers have been paying for their oil, and what they have

been charging us at the same time. To help make sense of it all, we

have brought in Edmund King from the AA. This graph represents

figures for the last 20 months, what does it show us? What it shows,

the top two lines here are the pump price, what you pay at the pump.

The top line would be diesel, the purple line is unleaded. This line

here is the price per barrel of oil. The Green Line shows how certain

world events effect what the companies pay for their crude oil.

Let's start in April 2011, when the Libyan crisis caused a spike in

world prices, this, in turn, led to a sharp rise at the pumps, just as

you would expect. But fast forward to July that year, when the

recession in Europe caused a big drop in wholesale prices, was that

reduction passed on to drivers? Take a look at the blue and purple

lines representing diesel and petrol prices, they barely moved.

What we see in April, the oil price shot up there, and it shot up

equally quickly at the pumps, that is what you see. But then you come

along here to July, to August, and there's quite a big drop in the

global oil price, in fact, the oil price dropped 9%, to $110 a barrel,

yet at the pumps it only dropped about 1%. The problem is, that when

prices go up, they go up like a rocket, when they come down, they

just fall like a feather. Continually high prices have taken

their toll on drivers who rack up high mileage for their jobs. Six

months ago blilder, Dennis, found the cost of his weekly commute had

risen to �200. He took drastic action. I decided to put a bunk bed

in the back of my van. Over my tools, and I come down here Monday

morning with a change of clothe, get washed and changed in the

evenings, pop out socially here in the evenings, and go back to my

cottage on a Friday night. It is the only way I can manage it. I

have the inconvenience, I can live with that. I just don't want to

lose all my wages on fuel. Drivers like Dennis may have expected some

relief during the back half of 2011, because, as you can see from the

Green Line, world crude prices dropped steadily from July, right

through to December. So, was that reflected in the price we paid at

the pumps? No. But, when oil prices started to rise again from January

to April 2012, did the retailers pass on that increased cost to you

and me? Oh yes. Explain that one. What the retailers will say is that

the price they charge at the pumps isn't linked to the barrel price,

it is linked to the price they pay suppliers for the refined product.

This is commonly known as the wholesale price. Unfortunately the

UK petrol retailer don't like to reveal what the wholesale price is

s we asked and they refused to tell us. But earlier this year the AA

did manage to get hold of some European figures. They showed that

in May the wholesale cost of oil ayes cross the continent fell by

10p per ly theer, but the price at the pump fell by only 6p. Do

retailers have any excuse other than wanting to make a bigger

profit? It is clearly companies trying to make a big profit, if you

do manage to see the wholesale price, even if it is the European

wholesale price, it makes a mockery of the idea that the retailers are

just reflecting pump prices on the wholesale price. They are not.

Failure to pass on the full benefit of wholesale price falls can have a

huge impact. According to the AA, a 3p drop in the price of a litre of

unleaded, can mean an extra �137 million to the economy, in just

three months. But price rises are damaging to the economy. In just

two years this haulier has seen his company's annual bill increase by

20%, to more than a million pounds. We can't absorb those sorts of

increases, we have to pass them on to the customer. All our customers,

who are also suffering from the recession at the moment, are

sharing the pain with us. With individuals, companies and the

whole economy hurting, the Office of Fair Trading has now decided to

investigate. One of the things we will be

looking at is how quickly prices change, when the wholesale price

changes, and in particular, if the wholesale price goes down, does the

price that we all pay at the pump fall as much or as quickly as the

wholesale price has fallen. That is an issue we will be considering.

For some, this can't come soon enough. In Australia, where

retailers have had to publish such information, since an oil code was

introduced in 2007, anyone can compare the wholesale and retail

costs. The result, prices at the pumps are far more competitive.

But in Britain, meanwhile, the misery for motorists goes on. Take

one last look at the graph, and you will see that, since the start of

September, world crude prices, have been rising again. And, as sure as

oil makes petrol, prices on the forecourt are increasing too.

What we really need is much more transparent paorncy, there is too

much secrecy about the prices. If we publish the wholesale price,

then we clearly know the wholesale price is reflected at the pumps, if

it wasn't, we would know for definite that drivers were being

taken for a ride. We know taxation is one of the main

reasons why fuel is so high, the Treasury takes more than 60p in

every pound, but it is obvious the retailers aren't helping, yeah?

biggest of them are represented by UK Petrol Industry Association, who

say that in the light of the OFT looking into this, it is not

appropriate for them to come in and answer requests. However, they

describe fuel retailing in this country as a competitive business.

Consistently delivering pre-tax pump prices that are among the

lowest in the EU. They say previous studies don't support the argument

that pump prices rise quickly in response to crude or product prices

increases. But fall slowly when these prices decrease. They add

that information on crude, and wholesale and petrol and diesel

price, are available to consumersk and have mentioned a couple of

links that are on the website. You can contact us on these addresses.

Meanwhile, a huge response to our report last week on BMW. We showed

how easy it is for thieves to make off with the car, by buying a piece

of equipment on the Internet, and using it to create a copy of the

electronic key. Hundreds of viewers have had their cars stolen. Some

insurers are refusing to pay out, still claiming it's impossible for

thieves to drive the cars away. This owner made a claim with

Liverpool Victoria, it did settle, but it took some persuading.

think from day one I was made to feel that I had played some part in

the vehicle being taken. And that I was the criminal. It was put to me,

really, that it is up to me to show them how the car had been stolen. I

couldn't believe it. What do you have insurance for? I'm now stuck

in that I have made a total loss claim on the vehicle, I shall

suffer the consequences when I come to renew the insurance, because the

premium will go up substantially. It's just been a sad and unhappy

sequence of events. After four months of haggling, that owner did

settle with the insurance company. With a payout of �12,500. Liverpool

Victoria insist it is still very rare for cars to be stolen without

keys. They have brought in a specialist team, however, to

investigate, and regret that this inquiry took longer than usual.

Still to come: Spend �20 on guinea pigs, and spend

five days in hospital. The result of this schoolgirl's visit to Pets

At Home. Hey kids, crime doesn't pay.

Fear of crime, on the other hand, often does, especially if your

business is flogging security systems in place where burglary is

rife, and the streets aren't safe. If you are tonight's company, you

# When you walk through the garden # Watch your

Selling burglar alarms? This is the place to do business. Look at it,

it is well moody! Forget Baltimore, or the lower upper east or west

side -- this is where strangers fear to tread, where all manner of

gear is available on street corners, cider! You know the place I'm

talking about. Eerber, yeah, the one in Surrey. I'm struggling to

make it look gritty and urban. It is probably because it is

statistically it is one of the safest places in the UK. It hasn't

stopped Landmark, a Kent-based alarm company, and not to be

confused with other companies of the similar names, putting the

squeeze on old ladies in the locality. They cold-called 70-year-

old Nester, and sent out a rep to her home, a very persistent rep.

How long was he there for? Three hours. We think. After two strokes,

she gets very tired and confused. She does remember the rep was

saying the alarm was free, but it would come with servicing and

monitoring charges. Tell me, when did he tell you about

the price? He started to say or write little notes. I said how much

is it going to cost. He said he was working on it now, he said he would

working on it, five or six times. There are plenty of gaps in Nesta's

recollection of what happened. Although she doesn't remember it

now, she did sign a contract to purchase a Landmark alarm system

and gave her payment details. How much did they take out of your

account? �7,000. He examined the paperwork and it says she was

charged �7, 900, we have found out it is a six-year monitoring

contract, that includes a free alarm system. I wonder if that

special offer is still available, and whether they would try to

persuade other old ladies to sign up to long-term, expensive

monitoring contracts. It is time for a house in Esher, yeah, the

danger zofr. It has hidden cameras and an actress called June who is

pretending to be very scared of local rats. She puts in a call to

Landmark Home Security about their security offer, they send out

salesman, Sam, to tell her more. is part of a promotion, we don't

always do free alarms. We go from area to area, offering these free

Right, so, in fact, it is only free if you pay a fee. What does Sam

Life or death, that is as bad as it gets. Don't forget we are in Esher,

all those stock brokers doing burglaries, and yummy mummies doing

drive-bys in their range rovers, be It's not. We have checked the crime

figures n one month, within a mile from where Sam is sitting now,

there were just three burglaries, still, you can't be too careful,

can you Sam. A gun?, that's a terrible thought.

After all of that, June does what any totally terrified home aloneer

does, asks about the cost? A very good price, nearly �7,000, with a

free alarm system. A 15-year contract for someone in

their 70s, after two-and-a-half hours of sales pitch, June says she

will sleep on it, that's OK with you, isn't it Sam.

Well, there you go. Unless June signs on the dotted line right now,

she will be also charged for the alarm, as well as for the servicing

and monitoring. That will come to a whopping �9,999.

After saying she doesn't want it. Sam insists she speak to his

manager on the phone. June won't budge, Sam, the door is that way,

and be careful out there, Sam. It is Esher, you know.

It might be a case of exit Sam, but coming up it is enter Joe, another

Landmark rep, who doesn't take as kindly to being turned down. He

doesn't understand the meaning of the word, no. But he will soon.

Next, Pets At Home, the largest pet chain in the UK. Big business,

there are more than 300 stores selling supplies and accessories

for cats and dogs, along with live reptiles, fish and small animals.

Pets always come first, according to theed ands, we would hate to --

ad, we would hate to see what comes last. As well as being trained to

deal with pets, 92% of us have our own pets. Affectionate cats,

lovable dog, cuddley rabbits. The staff in the advert seem to know

how to look after pets. When buying one yourself, you want to make sure

it is happy and healthy when leaving the shop. Pet pets

understands that, which is why it says its animals are all bred in

comfortable and caring surroundings, then looked after by staff

dedicated to their welfare. A reassuring promise. But, one it

doesn't always live up to. Meet Batman and Robin. Christina

bought them from a Pets At Home branch as a present for her four-

year-old done Dylan. We in theed one had a spot on his nose, I

wasn't sure if he was fighting. Three days later Robin had lost all

the hair on his face. The vet confirmed they were infected with

ring worm, they said the infection was present before they left the

store. Dylan is not allowed to touch them while they undergo daily

treatment. I'm not allowed, they are ill. It makes me sad. It makes

him sad because he can't play with them, it is pretty miserable.

worm spreads easily between animals and can be really painful for them.

More worryingly, this distressing fungal infection can also be passed

on to humans. 12-year-old Chloe Cameron bought

her two guinea pigs, Marmaduke and Oscar, from another Pets At Home in

Carlyle, although one had a slightly crusty ear, staff said

there was nothing to worry about. They were wrong. A couple of weeks

and the kus crustiness got worse, and it -- crustiness got worse and

it spread to the other guinea pig, so we took them to the vets, and

they both got diagnosed with ring worm. After that I started to

notice a circle up on my neck. And I showed my mum, and we took it to

the doctors, it was ring worm. And they said that it was most likely I

had caught it off them. Chloe already suffers from a condition

that affects her immune system, ring worm is serious, it led to her

collapsing and she had to spend several days in hospital. That

looks really sore? It spread down my arm and all over me. It was

excruciating and upsetting. anyone else catch the ring worm?

When it was getting better, my dad, he caught it, and it started

spreading all over his back, and his neck. How do you feel, all in

all, that you have been treated by Pets At Home? Quite disgusted,

really, they should treat their pets, and their customers better.

They shouldn't be allowed to sell any pets that have something wrong

with them, it is too big of a risk. It is terrible. Chloe is now better,

and her pets have also made a recovery.

But some animals don't. These rabbits, Frank and Wonky, died

shortly after leaving the store in West Drayton earlier this year.

have two pet rabbits die within 11 days of each other, one after the

other, was pretty upsetting. The first one, was my first ever rabbit,

it was a baby, to come home and find a dead rabbit, it was heart-

breaking. Then my second one, I had him for well nearly two week, and

then he got sick, and he was sick, he started getting sick in the

morning, and then my husband took him to the vet, he was put down. I

didn't get to see him, my husband held him in his arms and he passed

away in his arms. I believe my rabbits should have been health

checked, they shouldn't be sold the way they are. Some experts agree,

Mike Jess some is the former President of the Small Animal

Veterinary Association.. We have heard from pet owners across the

country, what is going on at Pets At Home? In these cases, these

animals have been sold in an unhealthy condition. Their whole

remit and ethos is to make sure there is a health check before sale.

They are clearly not doing it. At Home say they know pets by heart,

and pride themselves on supplying healthy pets. Are they proud of

these? Response from Pets At Home? Well,

they have apologised to Caroline and her family for the distress

caused by the sudden deaths of their rabbits, but say without a

vet's report they can't give details of the cause. They have

apologised to the pets bought with ring worm, and apologised to Chloe

Cameron, and her dad, who caught it, they say it is in animals and

dormant, and can be contagious before symptoms appear. They say

staff are highly-strained and care passionately about the pets. They

say it is inevitable that a small number of pets become ill, they

insist the cases are rare. Isolated cases and we can trust them to sell

healthy animals? The RSPCA agree, they are opening up stalls in the

stores. They say both organisations have an interest in happy and

healthy pets. They better watch the second part of Fiona's report.

After talking to unhappy customers, we wanted to test out Pets At Home

for ourselves. Our vet Mike, along with a team of Watchdog secret

shoppers, visited eight of their stores across Britain. And, as he

was to show me later, he found plenty of problems.

In every store our team came across fish that appeared to be suffering

from disease. In four stores we found fish with white pot, a

prasitic disease of the skin, posing a hazard to all the fish

sharing the tank. Our big concern here is the disease will spread. It

is a contagious disease, and it will circulate through the system.

What should Pets At Home be doing with diseased fish? First of all,

they need to be under treatment, but to put them under treatment,

you should isolate the tank. Put it into quarantine, that quarantine

should stop the disease going anywhere else. The problem they

have with their set up, is their tanks are linked, they are, in

effect, spreading the illness round to a whole system of tanks.

Diseased fish, may not always be easy to spot. Dead fish, are. We

found them in seven of the eight stores we visited. More than 50 in

total. All missed by staff, some even left to be eaten by other fish.

Some of the worst conditions were in new Maldon in Stockport, stores

that proudly advertise themselves Ten dead fish in one tank, and no-

one seemed to notice? Not only were there ten dead fish in there, but

they were decompose, they weren't taking the animals out as they were

dying, and therefore, they have no idea what's killing them. And so is

it the water quality. Are they fighting, is there disease?

After inspecting the fish, it was time for a look at the small

In West Drayton Mike was so concerned about the welfare of two

of the rabbits that we bought them. Later examination confirmed one was

underweight, while the other had an obvious skin condition, a clear

sign that the animal of not fit and healthy when sold. We also found

problems with guinea pigs, this one bought in Cardiff, was later found

to be suffering from scurvy. Due to a lack of vitamin C in his diet.

Throughout our mystery shopping tour, we also found some Pets At

Home staff failing to follow their own welfare advice. This science in

the Carlyle store clearly states that you shouldn't keep an aquatic

dwarf frog with small fish, yet we found one in a tank along with

small fish. This sign in the Durham store says Syrian hamsters must

live alone, why are there three of them in here.

As well as the condition of the animal, we have had complaints

about Pets At Home aftersales service. Before leaving the store,

staff were supposed to give customers all the care information

they need. Checking off everything they tell you on your receipt.

But in half the stores we visited, the staff asked us to sign to say

we had received information they simply hadn't given us.

So, sick and dead pets, hazardous conditions, and staff failing to do

their job. What is the vet's diagnosis? In my opinion, Pets At

Home are in breach of several of the important codes by which they

are regulated. These codes are there for animal welfare, and the

animal welfare act very specifically says you mustn't cause

unnecessary suffering, and you mustn't keep animals in a way that

might cause unnecessary suffering, I believe they are. What should

they be doing? They seem to me to have too many animals, too big a

range of animals, that the staff just don't have sufficient training

for. And they should look to either increase their staff, and increase

their staff training, or decrease the number of animals. It is just

not acceptable. Nick Wood, the CEO of pets pet, has

since told us that our report is a huge concern to everyone at the

company. Pet welfare is at the heart of everything they do, and

they deeply regret any cause for concern by customers not reaching

the exacting standards. However, he says they disagree significantly

with many of the points raised by our expert, and have invited him to

meet with their specialist vets to discuss his concerns.

What about the customers' concerns? Based on the information we gave

him before tonight's programme, he says they are reviewing health

He has asked any customers or staff with concerns to call the customer

service line, open until 11pm tonight.

You know the rabbits we bought from the West Drayton store, one with a

skin problem, and the guinea pig suffering with scurvy. They are in

tip top condition, so well we have brought them into the studio.

are very happy and healthy? They are extremely happy and healthy.

Come and have a look, we are going to get them a home. Aren't you

taking them home? No, the Mrs Won't let me have them. The big one.

not? Because I don't have a role at home. The big one, we have called

him Matt, the little one there that is Chris, but one of them has

become a bit of a Prima Donna, its own food, special supplies, and its

own private dressing room. It's vanished, there it is. It's a

little guinea pig, there he is, we have called him Anne- dy! We know

about the filth, now for the safety has zards, please don't miss the

return visit to -- hazards, please don't miss the return visit to

Pontin's. Back to Landmark Home Security, the company exaggerating

local crime levels, in order to sell old ladies supposedly free

alarm system, that cost thousands in servicing and monitoring

contracts. We have seen one pushy salesman at work, but is he

following a company pattern, or is he a one-off, a bad egg. These are

the sort of questions you really can't consider without cake.

Luckily I know just the place. Over the years we have employed many

undercover actresses on rogue traders, none of them have done

more miles and done more air time than Val, and Patricia. The trouble

is their faces are so familiar, they have become laiblgts, even the

rogues recognise them, so -- liabilities, even the rogues

recognise them, and forced to earn a crust because we have dumped them,

they have offered a tea shop in my honour.

He's back, quick. Hello, again, lemon drizzle cake. It is one of my

favourites. I know. Doing one of your investigations, are you?

an alarm company, called Landmark. Pushy salesman? You could say that.

Yes, we have done a few of those, haven't we Patricia? Are they

scaremongering? A bit. They were always scaremongering when we were

on the programme, weren't they Patricia. So who are you using now?

There is this wonderful actress, called Beryl, she's really, really

very good. I'm going to go now. It has been lovely seeing you again,

kind of. She will be cast aside, like all

the rest of us. Maybe. But at the moment, berl Rhyl sensa is Beryl is

training, for her upcoming battle in the house. I wouldn't mess with

her, would you. Which is why I'm watching what happened elsewhere,

with our security expert, Graham. He's already seen Sam's pushy sales

pitch. What will he make of the latest Landmark rep, who has also

told us we have been selected for a free alarm system. I wonder what he

will look like. Is it me, or are company reps

getting younger, this one looks like he's playing hooky from school,

and he has the One Direction haircut. I sound like my dad. New

salesman, same old patter. Alarm system is for free, the monitoring

and maintenance response is what There is a price, isn't there!

pulled that price out of the air. Which? Did a survey three years ago,

and said the average price in the He's breaking the law, he's makes

out you get something for -- making out you are getting something for

nothing, and it's the monitoring you are paying for, he's breaking

the law. Which law? Consumer against unfair trading 2008, nobody

is allowed to make out you are getting something for nothing, if

to get it you have to buy something else. Blatantly breaking the law.

So lies and law breaking just like Sam, they should both go to

detention and get 100 lines. Still, he's delivered his pitch, he now

says it is up to Beryl alone to decide whether to go ahead. A

simple yes or no? That's what he says. That's one yes, or one no.

That's all he needs? That's what he said. I can't bring myself to do it

now. One no. You're not getting the message, are you Joe.

A bit close. That's four noes. Eight noes. I'm

sorry I can't do any more tonight. That's the ten.

That's no. I'm saying no. Joe is down but not out, he's calling his

boss to see if he can persuade Beryl to sign up. 18, no.

25 noes. That's an Olympic record. You don't have to give a reason, if

you don't want it, you don't want The tone is out of order. It is

incredible. He's talking to her like a naughty

child. It is incredible. What? I'm glad he didn't complete

that. I think he's made his point, he

hasn't got his commission. Manners. Well, nothing says "you're wasting

my time", more than slamming door, and a wheel spin off the gravel.

Guess what, he still hasn't given up hope of getting Beryl to sign,

over the next four days he calls her number repeatedly. Keep

watching, because he's about to get a response he won't forget. A quick

update on your e-mails, texts and tweets. Loads of you getting in

touch about Pets At Home, many of you reporting similar stories to

the ones we covered earlier. We will try to check out a few of

those. There is an awful lot of angry motorists out there, all fed

up about the petrol retailers not passing on the falls in the price

of oil. Paul doesn't even drive and he's annoyed.

Next Pontin's, no strairpbg to us, no strange Tory -- stranger to us,

no stranger to him. Pontin's, how could I forget, it is

nearly a year since I checked in for a break at the resort in

Somerset. Following some alarming complaints like these. The pillow

case was mouldy, it had mouldspots, not a small patch, a big patch of

mould, I'm not going to put my head on that or my children's head on it.

The bedding of horrendous. It had urine stains, blood, what appeared

to be dried faeces. I told you it was hard to forget. There were no

signs of human waste in my chalet. It definitely could have been

cleaner. The first thing I will tell you as I walk into this room

is the smell. It hits the back of the throat, it is like a mouldy

smell. But it is really strong. This place is full of dust, and

around the toilet, well. It's not good. Result of our findings, we

brought in our seven dwarves, dirty, grimy, mouldy and the rest to put

things right. Why? Because the new owner, Britannia Hotels, had had

promised to introduce some Disney- style razzmatazz to Pontin's, they

told us a huge refurbishment programme was under way, and

complained we didn't give them enough time to bring the parks up

to scratch. Are you happy people existed in those conditions?

happy the refurbishments are going as planned.

Great memories. You enjoyed that one? Quite scary, wasn't she.

months on we are still getting complaints. We promised to check up

on the refurbishments, we booked into the Camber sands park in East

Sussex. First the bad news, although some of the park it seemed

was being refurbished, large parts of it were still definitely shaby.

Now, for the worst news, it was also a health hazard, and according

to one expert, who has seen the footage, Pontin's could be breaking

the law. There are a number of potential regulations that are not

being complied with. I would strongly advise urgent action is

required. What hazards are we talking about? Let's start with the

children's playground, where members of our team discovered what

look like a broken climbing frame. Pieces of timber sticking out from

a hole in the ground, and safety fencing that anyone can get through.

The fencing is inadequate, the children themselves, if they got

into where the broken equipment of, they can climb on it, it can move,

they can get trapped by it, they can fall off it, there may be sharp

edge, who knows what can happen to them. As for the bouncey castle, it

was rightly supervised by staff during the day. But when we

returned at 6.00pm, there was no- one in charge, it was deflated, but

kids could still get access. Kids could jump on to it, it is a great

place to play hide and seek. They could try to bounce on pockets of

air and fall on to the stake, causing serious injuries. They

could crawl underneath and get trapped. We did see evidence of

Pontin's trying to refurbish the park, but look how the builders had

left it once they finished the shift. The storage of the building

teams was unacceptable. Paving slaps, breeze blocks and timber

were left unattended in car park a stone's throw away from the guest

chalets. In the camp itself, a piece of string and white tape was

all that separated the guests from these holes in the ground.

somebody fell down one of those or got their foot in it, they could

break their leg easily. What was left lying around? A fork lift

truck. That is bad practice. Very bad practice. Throughout our secret

filming the truck of left unattended, even though it was

parked next to the security office. We saw a child playing on it, and

to make matters worse, it had a cylinder of propane gas fixed to

the back. There could have an escapage of gas from the bottle,

caused by people interfering it, a public place, people smoking, and

there is the potential there for an explosion. Was there more emphasis

on safety over in the called fun zone? I'm afraid not. This is the

climbing tower, closed for two years, but easily accessible for

anyone to climb up unsupervised. This is the go-cart track.

As these vehicles are petrol powered, fire extinguishers must be

at hand. The labels on these say they were last checked in 2010.

They are out of date, and they need to be inspected and tested every

year. There is potentially the case that these fire extinguishers might

not work. Near by we found a number of broken bikes and pedal go-carts,

all unattended overnight, and providing a temptation these

teenagers couldn't resist. If they are not fit for purpose, they

should not be attackable to the children. Just meeters away, we

discovered an unlocked door leading to a workshop, where we found an

electrical, circular saw. That is shocking, that is not good. All

that needed to happen is that to be plugged in, if the power is live,

they could commence playing with the saw. Certificates associated,

amputated fingers and hands, very serious and totally unacceptable.

In fact, after reviewing our footage, Duncan reckoned he spotted

multiple breaches of health and safety regulations, another

potential mess for Pontin's. And this time, they might need more

than just a few cleaners to sort it out.

My overall impressions of health and safety on this site is they are

not managing it well. It's not for me to say what action the enforcing

authorities would take, but they could potentially put improvement

notices on, they could put po hib Biggss on, and go -- prohibition on

and go through the health and safety laws. The manager of

Pontin's said they take all health and safety issues seriously, an

independent inspection was carried out on the 6th of September, three

days after our visit, and they acted on the findings. They said up

to two days ago any items had been rectified. She said Camber Sands

had 2,000 visitors with an excellent safety record and minimal

accidents reported. Thanks to all of you who have been in touch, here

is a few more stories. It is the movie that brings together a

stellar cast of superheros, now some fans are accusing Disney of

being the villains. Avengers Assemble, in which the Marvel

characters repel an take on earth by the evil Loki, became the third-

highest grossing film in April, and fans ordered the Blu-Ray versions

in their thousands. There is no director's commentary unlike the

versions in the United States. Even worse, this key scene, where Thor

and agent Coulsen face up to Loki has been changed, Disney say it is

due to compliance, and it is only missing one special effects layer.

Thor and Iron Man were unaviableable for comment, and The

Hulk said he was angry, and you wouldn't like him when he's angry.

Holland & Barrett have been fined for putting customers at risk,

there were rat dropings on the shelves, and food past its sell by

date in the fridge. The company was charged with seven offences,

including failure to control pests, selling contaminated food, and not

keeping the business clean. This week it pleaded guilty and was

ordered to pay �2,000 costs on top of that fine. Rodent infestation in

a store selling health food. Maybe I will stick to the greasey kebab

shop. The iPhone5, slim new model out

this Friday, customers already queuing outside Apple stores, very

exciting, a pity Apple has gone back on its promise of a free

adapter. The device owners need if they want to continue using all

their existing accessories, like chargers, and speakers and docking

stations. Originally those ordering from the Apple site were told it

came as part of the package, then option disappeared, there is now a

cost of �25. It won't be available for another month. No word from

Apple on why it changed the mind, maybe, despite already having sold

two million of the new phones, it simply needs the money.

Time for our final call on Landmark Home Security of Maidstone in Kent.

Earlier we saw one their reps trying to persuade our elderly

actress Beryl to stump up �7 though to you for an alarm system. Even

though she said no an incredible 25 times, he left the house in a huff,

complaining she wasted his time. He still won't give up. In fact, in

the three days following his unsuccessful house call, Landmark

rings our actresses number 12 times. What do they want to say. Beryl is

off on another assignment today, so she can't call Joe back. It is time

to bring another actress out of retirement, briefly. It is, that's

right. Once you have got it, you never lose it. Veteran stoodge

Patricia calls pretending to be Beryl, today Joe's being much more

It is a lot of money. It is a lot of money. We are going to play a

little prank on Joe, remember earlier on he accused us of wasting

his time, now we are going to do that for real. One second and I

will come back to you, don't go away.

Patricia pretends she has to see to something, leaving Joe on hold,

what shall we play Greensleeves, no it is You're My Favourite Waste of

Time, by Owen Paul. Sing along. Sadly, Joe doesn't sing along,

after a couple of minutes waiting, he just hangs up.

Still, you can't keep a rep like Joe down. He later calls again,

asking to meet Beryl in a bid to revive the sale. What the heck,

let's invite him to the house again, let's have a party. Joe from

Landmark Home Security, based in Maidstone, is on his way. And we're

all set, we have got Graham, our expert, got the cameras, got the

monitors all set up. We have also got 80s singing legend, Owen Paul.

Are you ready. 2-3-4. Owen isn't here for what musicians call a "jam

session", he's going it play the part of Beryl's nephew, once he can

get the guitar off her. Look alive, Joe's in the house.

He has a different tone this time, now Owen's in the room.

Owen doesn't want to talk alarms, though. He wants to talk about the

glory days, and his greatest hits, trouble is, that Joe's a little bit

too young to remember the 80s. OK Joe s here it comes. If you know it

join in. In fact, I bet you know it. You may not recognise Owen, but you

will definitely know the song. # You're mine

# You're my favourite waste of time # My

# You're my favourite waste of time # You're my

# You're my favourite waste of time So, Joe, tell me, exactly when is

it that you decide to start going into the houses of elderly women,

from BBC Rogue Traders, you probably know that, selling them

alarms, trying to flog them alarms for thousands of pounds by bullying

them. That is what you have done, you have tried to bully Beryl by

staying in her house, despite the fact she has repeatedly, repeatedly

asked you to leave, you have stayed in there, you have stayed in there,

and you have bullied her into trying to take an alarm out, a

contract for �5,000, or more than that. Because you would have gone

for whatever you could have got, that's the truth. You would have

gone for whatever you could have got from her, wouldn't you. You're

bullying women in their 70s, into alarms, you are lying about them,

you are pressure selling them to try to get them to sign up for

long-term contracts, I'm not wasting your time again. This is

time you could be spending in somebody's front room, bullying

them into taking out a contract for an laierm system that they may not

want or need -- an alarm system that they may not want or need.

That is Joe, Joe from Landmark Home Security.

Don't, please, mistake them, because they are based in Maidstone

and Kent, don't mistake them for any other companies with similar

names. And please don't mistake anyone for the one and only, Owen

Paul. There was a follow-up, do you want

to hear that. It's not bad, you know. I would love to hear that.

We have had a response from the MD of Landmark, Liam Walsh. There he

is there. Despite offering us discounted prices, he says the

company charge a fixed price, so customers aren't faced with on

going costs and hidden charges, like callout fee. They say they

offer free alarms when customers subscribe to the monitoring service,

and make it clear the offer is limited to specific areas at

specific times. They add they have installed over 1,000 alarm systems

and have no complaints about their product or service, Landmark say

they train all their sales staff to make sure customers are not misled.

And to deal sensitively with elderly groups like the elderly,

they acknowledge our footage shows two of them in bad light, and shows

the need for rigorous training and dealing with the conduct. Tonight

Liam Walsh becomes the latest face on our Rogues Gallery.

Let as just have an update on some of the texts and e-mails. More than

500 of you have been in touch about Pets At Home since we mentioned the

report on the One Show earlier today. That includes customer, vets

and staff, we will return to that story later on. We have more on BMW

thefts, they keep happening. Simon says his series one was taken from

outside his house last night. He's angry BMW knew about the security

flaw but didn't warn him. Lots of you want to see the little fury

animals again, they are wonderful, -- furry animals, Chris is the cute

one. There is Ann-dy, she's still a bit anti-social. Go to the website,

you can write to us, and you should find the address on your screens

Coming up next week, Taylor Wimpey, they have just won the right to

build homes on the Olympic Park, no medals for these previous efforts.

Travelodge handing out fines for smoking in their rooms, even if you

don't light up. And the hunt for Britain's worst interest rates, why