:00:12. > :00:13.Surely enough is enough for the Vauxhall Zafira.
:00:14. > :00:16.After our story last week we've heard more shocking reports
:00:17. > :00:19.One caught fire outside a school and one man
:00:20. > :00:22.and his daughter were trapped in their car as the fire raged.
:00:23. > :00:25.They were lucky to escape with their lives.
:00:26. > :00:32.Isn't that enough for Vauxhall to issue a product-wide recall? So,
:00:33. > :00:48.have they? Find out with us right now.
:00:49. > :00:52.We're live for the next hour, fighting for your rights.
:00:53. > :00:55.Tonight, with Hallowe'en just around the corner,
:00:56. > :00:59.there's still huge confusion over the safety of children's costumes.
:01:00. > :01:01.We've got what you need to know to keep
:01:02. > :01:09.Also, in the wake of the TalkTalk cyber attack, reports of cold caller
:01:10. > :01:12.scammers using the stolen infomation to con you out of money.
:01:13. > :01:15.We've recorded a scam artist who thinks he's found another victim.
:01:16. > :01:31.I just want to have a proper chat with
:01:32. > :01:38.The bizarre mascot of the budget chain of gyms Xercise4Less.
:01:39. > :01:40.Membership might be cheap, but it ended up costing these
:01:41. > :01:51.And our secondhand car rogues - Derby Cars.
:01:52. > :01:54.Not according to our expert and our own troupe of strong men...
:01:55. > :02:00.There's nothing wrong with their body work.
:02:01. > :02:07.I'm sure there's something I meant to do. Go and ask for your money
:02:08. > :02:13.back, Sir. We need our money back. We need to inspect the car though.
:02:14. > :02:15.We need our money back. I'd like to inspect it.
:02:16. > :02:18.But first, a huge response to our story about the Vauxhall Zafira, the
:02:19. > :02:21.family car which you've told us can burst into flames without warning.
:02:22. > :02:23.There are 220,000 of them on the road right now.
:02:24. > :02:34.And it turns out the cases we featured last week were just the
:02:35. > :02:38.Last week we showed you how the problem started -
:02:39. > :02:41.And the first thing many of the drivers knew was when smoke
:02:42. > :02:45.After Vauxhall heard our evidence, they offered to inspect all cars
:02:46. > :02:47.for nothing, and gave several reasons why they thought
:02:48. > :02:51.Including dodgy repairs might have something to do with it.
:02:52. > :02:53.Staggeringly they admitted they already knew of 27 cases
:02:54. > :02:57.But despite all this, they still won't recall the cars
:02:58. > :03:04.This morning I conducted a Zafira recall of my own.
:03:05. > :03:09.We'll show you what happened when I took a burnt-out car to Vauxhall
:03:10. > :03:10.headquarters in a minute. But the question is,
:03:11. > :03:22.what will it take to make Vauxhall Oh, God! Moments after our report
:03:23. > :03:28.into the fires was shown more Zafira owners around the country started
:03:29. > :03:32.contacting Watchdog to tell us that the same had happened to them. So
:03:33. > :03:36.far Vauxhall have admitted that something is going wrong with the
:03:37. > :03:42.heating system found behind the glove box, but said a number
:03:43. > :03:47.happened as a result of poor repairs to the system or non-genuine parts
:03:48. > :03:51.were used. But what about Vauxhall parts or work carried out by
:03:52. > :03:56.Vauxhall's technicians? We've taken a road trip around the country to
:03:57. > :04:00.speak to some of the people who contacted us. We are now going to
:04:01. > :04:04.make our way to meet a Zafira owner who had a genuine part fitted into
:04:05. > :04:12.his car heating system by Vauxhall themselves. Jason from Plymouth had
:04:13. > :04:18.been perfectly happy with his 2006 Zafira B but when the car's heart
:04:19. > :04:22.stopped working he took it to his local Vauxhall dealer. They
:04:23. > :04:25.inspected the car and replaced the heat resistor, which controls the
:04:26. > :04:30.speed of the vehicle's internal fans. Everything seemed fine until
:04:31. > :04:35.last month when Jason was travelling in the car with his wife and four
:04:36. > :04:40.children. We were driving the car into town and all of a sudden there
:04:41. > :04:46.was a burning smell from the front of the car. The children in the back
:04:47. > :04:51.noticed the smell. My eldest son, who has asthma, started to panic. We
:04:52. > :04:57.pulled over and took the children out of the car as fast as we could.
:04:58. > :05:02.Vauxhall inspected the car and confirmed that the part they fitted
:05:03. > :05:07.had melted and damaged other opponents. Jason filmed evidence to
:05:08. > :05:11.gather evidence for himself. It shows the genuine part fitted by
:05:12. > :05:18.Vauxhall had indeed melted. I had my part fitted by the Vauxhall
:05:19. > :05:22.dealership, a genuine part, so it cannot just be due to non-genuine
:05:23. > :05:26.parts. Vauxhall says it is taking the issue seriously and is doing its
:05:27. > :05:30.best to get to the bottom of the problem. However, hours after they
:05:31. > :05:36.announced an investigation came the news that yet another Zafira B had
:05:37. > :05:39.gone up in flames. We just heard of a Vauxhall Zafira B caught fire
:05:40. > :05:44.outside a school. This happened only a few days ago but we've tracked
:05:45. > :05:49.down the owner, a liddy called Rebecca. I'm going to have a chat
:05:50. > :05:56.with her. Hi Rebecca, tell me what happened with your car. I opened the
:05:57. > :06:02.door to get in and saw smoke coming out. Within 30 seconds it was up in
:06:03. > :06:06.flames. It is scary, because you were parked near your school, you've
:06:07. > :06:11.got kids around. You could have been in the car while this happened. Has
:06:12. > :06:16.that preyed on your mind at all? Absolutely, I cannot get the images
:06:17. > :06:21.of the children being evacuated out of my mind. They were terrified. So
:06:22. > :06:24.far despite the evidence we've been gathering Vauxhall are refusing to
:06:25. > :06:28.recall the cars. Maybe they'll have a change of heart after hearing this
:06:29. > :06:32.next case. We are on our way to Swansea to meet up with Jason, who
:06:33. > :06:42.found himself and his three-year-old child trapped inside of his Zafira
:06:43. > :06:46.B. Hi Jason. Hi. Nice to meet you. Show me where this happened? It
:06:47. > :06:52.happened down by here. Talk me through exactly what happened? I was
:06:53. > :06:56.going to my parents' house and noticed a smell of burning a couple
:06:57. > :07:01.of minutes after the central locking locked. It pulled off towards here.
:07:02. > :07:06.I took my seat belts off my daughter, tried to get her out. The
:07:07. > :07:14.doors were locked. Couldn't get out at all. I was punching the glass to
:07:15. > :07:19.try to get out. How is your hand? It is bruised, and my knuckle should be
:07:20. > :07:23.there. That's after a week. Was there a sudden realisation where you
:07:24. > :07:28.thought, I'm not going to be able to get out here? At one point, yes.
:07:29. > :07:37.Well, with I had hold of my daughter's hand. At one point the
:07:38. > :07:43.smoke was quite thick in the car. We couldn't open the central locking.
:07:44. > :07:49.The electrics were not working. Terrifying. Really petrifying.
:07:50. > :07:56.Luckily a passer-by came to help and managed to open the doors from the
:07:57. > :08:00.outside of the car. Two fires in two weeks. One outside a packed school
:08:01. > :08:04.and the other where occupants were trapped inside. Some of you have
:08:05. > :08:08.also been telling us that two weeks is the length of time you've had to
:08:09. > :08:18.wait for your Zafira to be inspected. When Vauxhall told us
:08:19. > :08:22.last week that any affected owners should can't their local dealer many
:08:23. > :08:26.of you thought your car would be seen far sooner. I wanted to find
:08:27. > :08:31.out for myself just how long the wait really was, so I posed as a
:08:32. > :08:36.Zafira owner and called ten dealers across the country. I've just been
:08:37. > :08:39.cut off. Have you got any idea of time when potentially you could do
:08:40. > :08:44.that, how long the waiting list is? So you can't commit to a time but it
:08:45. > :08:48.could be between the next 14 days, two weeks? That was very vague. It
:08:49. > :08:54.was quite confusing really. I didn't get the feeling that the issue with
:08:55. > :08:58.my car was going to be sorted. There didn't seem to be any clarity on
:08:59. > :09:02.that. In total, four of the ten dealers simply couldn't give me a
:09:03. > :09:07.date. Five quoted between one two two weeks and only one could fit me
:09:08. > :09:10.in this week. Since our investigation into these fires was
:09:11. > :09:14.broadcast we've heard more terrifying accounts of Zafiras going
:09:15. > :09:19.up in flames, potential delays to safety inspections, and one case
:09:20. > :09:23.where a father and his child were trapped inside their smoke-filled
:09:24. > :09:28.car. There are currently more than 200,000 Zafira Bs on the road. At
:09:29. > :09:32.this stage no-one knows how many are affected, so what's Vauxhall going
:09:33. > :09:36.to do to stop this happening ever again? We asked for an interview in
:09:37. > :09:41.the studio but Vauxhall couldn't make that happen, so this morning I
:09:42. > :09:45.went to them and took Jason's burnt-out car with me. We are just
:09:46. > :09:50.waiting for the low load er to arrive. It has Jason's car on it.
:09:51. > :09:55.You know what's really terrifying about this? Obviously the fact that
:09:56. > :09:59.you've got the smashed windscreen and it is burnt-out, but inside you
:10:00. > :10:05.can see the child's seat. Jason's dar was sat in this car whilst it
:10:06. > :10:10.was filling up with smoke. Let's give these guys a call. It is
:10:11. > :10:13.Michelle Ackerley calling from BBC Watchdog, I'm stood outside Vauxhall
:10:14. > :10:19.headquarters now. We've got a camera crew... We've been spotted, indeed.
:10:20. > :10:23.We've got one of your Vauxhall Zafira owner's cars with us. We want
:10:24. > :10:27.someone to come down and answer questions. This is scary stuff. I've
:10:28. > :10:30.been speaking to people all week about this. So you are saying
:10:31. > :10:36.there's not one representative in your building that could come and
:10:37. > :10:41.speak to us about this? There's nobody... OK, it is a real shame you
:10:42. > :10:50.haven't got anyone that can come down. Thank you. Bye now. Well, he
:10:51. > :10:54.was very I rate at the situation. He said there's only three people in
:10:55. > :10:58.Vauxhall that are able to talk about the situation. There's no-one else
:10:59. > :11:03.around that can talk confidently about what's going on. So we weren't
:11:04. > :11:07.able to speak to anyone today but I'm going to deliver this letter to
:11:08. > :11:15.Vauxhall. It is from Jason and he's got questions, as many of you do.
:11:16. > :11:18.I'm going to deliver this by hand. Vauxhall has since told us it is
:11:19. > :11:22.drawing up plans for a recall in case it decides that it is needed,
:11:23. > :11:29.but it still doesn't know what's causing the fires. The company says
:11:30. > :11:37.it has had issues getting enough Zafira B resistors but is who
:11:38. > :11:45.working to increase production so it can clear the backlog. Oh 1,500
:11:46. > :11:52.customers' cars have been inspected, and Jason and Rebecca's cars will
:11:53. > :11:55.all be looked it. It advises concerned owners to contact
:11:56. > :11:57.Vauxhall. Lines will be open after the show.
:11:58. > :12:00.We will keep chasing Vauxhall and we want you to keep sending us
:12:01. > :12:03.anymore information on potentially dangerous Zafiras.
:12:04. > :12:05.We can only make progress on this story and others
:12:06. > :12:11.or go the website and click where it says 'send us your stories'.
:12:12. > :12:15.And if you've got something to say on any of the stories we're covering
:12:16. > :12:19.Use Twitter, Facebook or send an email.
:12:20. > :12:23.Have you got a pension pot that you can't get at?
:12:24. > :12:27.We'll have the experts with us that can help you.
:12:28. > :12:47.Have you had a phone scammer trying to trick you?
:12:48. > :12:52.Tonight you are in for a treat, as we turn the tables.
:12:53. > :12:58.As long as it gets me from A to B, I'm happy.
:12:59. > :13:08.Don't give me a car that's going to hurt or kill me.
:13:09. > :13:37.It's important not to ignore warning signs. They are there to help us
:13:38. > :13:42.change our behaviour. And avoid trouble. Here's someone you might
:13:43. > :13:49.recognise. Warning! Slippery roads ahead. Here's one a bit less common.
:13:50. > :13:54.Warning! A bull may head-butt your van. And warning! Stakes can bite
:13:55. > :14:01.your ankles. Quite specific that one. This sign warns of the use of
:14:02. > :14:12.punctuation ahead. And there's this sign...
:14:13. > :14:19.One place that looks like it is ignoring all its warning signs is
:14:20. > :14:25.Derby Car Centre in, you've guessed it, Derby. Good research, team. It
:14:26. > :14:30.is run by this guy, Mark Whitfield. He sells hundreds of used cars from
:14:31. > :14:35.this lot, but they aren't always great ones, as Tanya Watson found
:14:36. > :14:40.out. Earlier this year she part exchanged her car for a Chevrolet
:14:41. > :14:45.Matisse she bought on finance. I fell in love with it when I saw it.
:14:46. > :14:50.Did they talk about the condition of the car? They said it was in good
:14:51. > :14:55.nick. The brake was tapping back at me. Tan yahs was reassured it was
:14:56. > :15:00.nothing to worry about, so she agreed to buy the car for just under
:15:01. > :15:03.15 hundred quid. But there was something to worry about. Talk me
:15:04. > :15:10.through the problems you found when you picked it up. When I was driving
:15:11. > :15:14.home, the steering wheel was shaking like crazy and I was only doing 30
:15:15. > :15:19.miles per hour. My braking was still touchy. I thought, this isn't right.
:15:20. > :15:24.Tanya complained to Derby Car Centre and they agreed to take a look. But
:15:25. > :15:28.when she started driving it again there were other significant
:15:29. > :15:34.problems. My dashboard was lighting up all different flashing lights. It
:15:35. > :15:38.scared me. I pulled over, turned the engine off, turned it back on and
:15:39. > :15:49.the lights had gone. Then five mimes down the road it did it again. Tanya
:15:50. > :15:52.took the car to a dealership for a health check. The results were
:15:53. > :16:14.shocking as the video makes clear. They recommended ?1700 of repair
:16:15. > :16:19.work. Over ?500 of which was urgent. So, once again, it went back to
:16:20. > :16:24.Derby Car Centre for more work. When she finally got it back, Tanya
:16:25. > :16:31.took the car for a new MoT, guess what? It failed! So even after they
:16:32. > :16:36.have had the chance to put things right, it was still an MoT fail? I
:16:37. > :16:39.believe there was a couple of urgent things that was wrong with the car
:16:40. > :16:44.as well. I feel like they have conned me. I could have had anyone
:16:45. > :16:48.in that car and crashed it. It would have been my fault.
:16:49. > :16:52.Luckily for Tanya, the finances agreement was cancelled and she
:16:53. > :16:59.returned the car. You see Tanya bought her car earlier
:17:00. > :17:03.this year, by which time, Derby Car Centre had received warning signs
:17:04. > :17:08.that they needed to sort their act out.
:17:09. > :17:15.Warning signs like an unsettled county court judgment against them
:17:16. > :17:19.for over ?1,500. And in 2013, the Derby Telegraph reported that the
:17:20. > :17:24.trading standards had them down as one of the city's most complained
:17:25. > :17:27.about companies. I like that, a good technique, you think that something
:17:28. > :17:32.is the worst but you can't prove it, so you say it is one of the worst,
:17:33. > :17:38.which, let's face it, it could mean anything. However, they did have a
:17:39. > :17:43.point. You see, Derby Car Centre had had enough, the trading standards,
:17:44. > :17:46.they had had a massive 227 complaints about the Derby Car
:17:47. > :17:53.Centre. It is one of the most complained about companies featured
:17:54. > :17:57.on Rogue Traders. One of them... So many complaints, in fact, that they
:17:58. > :18:04.issued an enforcement order against the firm. In short, they had to not
:18:05. > :18:10.sell cars that didn't work, lie to their customers, or fail to put
:18:11. > :18:15.things right when they went wrong. Yes, so two big warning signs.
:18:16. > :18:22.Firstly, the local paper says that you are the most... One of the most
:18:23. > :18:27.complained about companies in town. And the law tells you to stop doing
:18:28. > :18:31.wrong things. Yet they still sold Tanya a car that was far from at its
:18:32. > :18:33.best. So, maybe they are not getting the
:18:34. > :18:44.hint? Time for an undercover stint! Yes, there's only one way to see
:18:45. > :18:47.what Derby Car's stock is like - and that's to buy one,
:18:48. > :18:49.drive it and inspect it. Foot on the clutch,
:18:50. > :18:53.we'll be back in touch - in 10. This week the news has been full
:18:54. > :18:57.of the online data theft from cyber It's clear that the stolen
:18:58. > :19:00.information is already being used It's not the first attack
:19:01. > :19:04.on our personal information In a minute we'll show you how to
:19:05. > :19:09.protect yourself and the information What do you think would happen
:19:10. > :19:30.if a phone scammer unwittingly It's a bad idea, ain't it? Terrible!
:19:31. > :19:33.Hello, you don't know me, my name is Ben.
:19:34. > :19:37.Come in. Sure, make yourself at home.
:19:38. > :19:43.Take a look in my drawers if you want. That's my personal paperwork,
:19:44. > :19:49.go through it, if you like. And while you are at it, here are the
:19:50. > :19:53.bank details and pass words. Obviously, you would never invite a
:19:54. > :19:57.criminal into your home to go through your belongings, however,
:19:58. > :20:04.one of the most common scams sees tens of thousands of us in the UK
:20:05. > :20:08.doing that. Only you are not giving criminal access to your home but the
:20:09. > :20:12.computer, where you keep all of your most valuable information.
:20:13. > :20:18.Susan Chunk from Liverpool, took a phone call from a man who claimed to
:20:19. > :20:22.be from Microsoft. He said that her computer urgently needed virus
:20:23. > :20:26.protection software. He was encystent, a little
:20:27. > :20:31.intimidating. He said that if I didn't go ahead, I would not be
:20:32. > :20:35.protected on the internet. He had Susan download software that
:20:36. > :20:39.let him log on and control her computer remotely.
:20:40. > :20:43.He said it would take a while. So maybe to leave the room and go
:20:44. > :20:48.downstairs and make a cup of tea and come back in an hour. That he would
:20:49. > :20:54.have everything done for me. Susan ended up paying the scammer
:20:55. > :21:01.?480. It was when her computer started to show error messages she
:21:02. > :21:06.realised she had been had. And Susan's is one of many.
:21:07. > :21:11.Dawn Maston from Northamptonshire, took a call from a man who claimed
:21:12. > :21:15.to work for Microsoft. He made me feel that the computer
:21:16. > :21:23.was already infected with a lot of viruses. I was horrified.
:21:24. > :21:27.I was charged ?231 for what I thought was a lifetime's virus
:21:28. > :21:31.protection. Dawn later became suspicious, so
:21:32. > :21:34.took her computer to a shop. They confirmed that nothing had been done
:21:35. > :21:38.to fix it. The person on the phone had scammed her.
:21:39. > :21:43.They took the money from my bank account twice. They tried to take
:21:44. > :21:48.the same amount from my credit card. Somehow, rooting through the files,
:21:49. > :21:54.on the computer, they were able to try to take the money from my credit
:21:55. > :21:57.card. And these criminals are so
:21:58. > :22:03.money-hungry, some will threaten violence. This is the message left
:22:04. > :22:07.on a Watchdog viewer's answering machine.
:22:08. > :22:10.I have your name, number, youred as are, you better be careful, OK?
:22:11. > :22:14.Goodbye. It goes to show the kind of
:22:15. > :22:19.aggressive and threatening behaviour that the criminals use to get their
:22:20. > :22:27.hands on your cash. We were keen to find out just what happened when you
:22:28. > :22:31.are targeted by these people and how persuasive they can be. To find out
:22:32. > :22:35.more about the high pressure techniques for ourselves, we set up
:22:36. > :22:43.a sting to see if we could scam the scammers.
:22:44. > :22:47.Working with technology expert, David McClelland, we called a number
:22:48. > :22:56.that had been linked to the scam in the past.
:22:57. > :23:00.I'm returning your call. You called my wife on Friday. Something about
:23:01. > :23:05.the computer? We are using a laptop that David set up hours earlier.
:23:06. > :23:11.Wiped of sensitive data and making sure that the sfaes is up-to-date.
:23:12. > :23:28.OK. Yes. How will you do that? Brilliant. Thank you. Over the
:23:29. > :23:33.phone, John, or whatever his real name is, gets us to download a
:23:34. > :23:38.programme that allows him to log on and take control of the computer
:23:39. > :23:44.remotely. I have put him on mute. He is
:23:45. > :23:50.loading up a Vent Viewer. It let's you see the logs for the Windows
:23:51. > :23:56.operating system. It is normal to see warnings and errors in there. It
:23:57. > :23:59.just happens. He will try to convince us that these are
:24:00. > :24:13.indickative of something naughty going on with the machine. John
:24:14. > :24:23.continues with the extreme scare tactics. Showing us IT messages that
:24:24. > :24:35.in reality are completely normal. Hard sell done, it is time to talk
:24:36. > :24:40.cash. He's quoting ?90 now but based on what happened to Dawn and others
:24:41. > :24:45.like her, who knows how much he will try to take.
:24:46. > :24:55.I'm going call you back in a second. I have to have a chat with my wife
:24:56. > :25:05.about this. My computer is going to crash?
:25:06. > :25:17.John's clearly getting rattled, so he brings in reenforcements.
:25:18. > :25:37.But when we don't hand over the card details, they try another tactic.
:25:38. > :25:50.As we watch on, they suddenly start deleting personal files off the
:25:51. > :25:54.computer. And with that they are gone.
:25:55. > :26:01.Incredible. I mean, he could have done untold
:26:02. > :26:04.damage to a proper family computer. To give them a chance to explain
:26:05. > :26:10.what they were playering at, I call them back. It is James O'Brien, I
:26:11. > :26:17.work for the Watchdog programme on BBC One. I wonder why you said you
:26:18. > :26:21.were licensed. That's it. Clearly, they didn't feel like
:26:22. > :26:26.chatting. Now, if you get a similar phone
:26:27. > :26:30.call, the advice is clear. You would not let a stranger root
:26:31. > :26:38.around your home, don't do the same with your computer.
:26:39. > :26:44.Online safety expert David McClelland joins me now.
:26:45. > :26:50.Last week the TalkTalk attack, and British Gas, clearly people are
:26:51. > :26:54.scared online. How can you protect yourself? It has been a bad few
:26:55. > :27:02.weeks for the internet. People are scared. But there are tips to get in
:27:03. > :27:08.control. Phone calls, treat any saying they are from a service
:27:09. > :27:12.provider, weather TalkTalk, Marks Spencer, whoever, treat them as
:27:13. > :27:17.toxic. Call them back on a number you have gotten hold of from a bill
:27:18. > :27:20.or a statement. The theme two is the bank
:27:21. > :27:25.statements. This is good practice but check the bank statements. Even
:27:26. > :27:29.for small amounts and report them to your bank. The banks are more than
:27:30. > :27:35.happy to check them through for you in the current climate. And three,
:27:36. > :27:41.pass words. Pass words and user names have been leaked in the data
:27:42. > :27:46.breaches. If you use the same user name and pass words over multiple
:27:47. > :27:52.accounts, don't do it. It is like having the same key for the front
:27:53. > :27:56.door, back door, your car, your safe. It is not something that we do
:27:57. > :28:00.in the real world, why for the internet.
:28:01. > :28:03.We've had reports of screens mysteriously cracking
:28:04. > :28:12.Derby Car Centre have been called one of the most complained
:28:13. > :28:28.It could mean that out of 250 companies they're in the top 249.
:28:29. > :28:30.Or as Brian Clough said, in the top one.
:28:31. > :28:37.Warning signs have been flashing around Derby Car Centre for a couple
:28:38. > :28:51.of years now. To find out how bright and clear they, we have to buy a
:28:52. > :28:56.motorof our own. Now this salesman sells cars all day
:28:57. > :29:10.long. You think me may know something about them. Wouldn't you?
:29:11. > :29:15.OK. Well, he looks at a Golf. But it is the Peugeot 407 that is perfect
:29:16. > :29:29.for his needs. It is magnificent! I don't like it
:29:30. > :29:40.as much as I like the Golf but... OK. Let's get the motorruning.
:29:41. > :29:48.And the battery is flat. That is a good start.
:29:49. > :29:55.They tried to jump start it but it is taking a while. Have a break,
:29:56. > :29:59.have a fig-fag. Anyway, the battery has been
:30:00. > :30:20.kick-started it is time for a test drive.
:30:21. > :30:30.Good to know, especially when you're driving 5 in a 30. It would also
:30:31. > :30:34.have been good to know this car doesn't have an MOT, so this test
:30:35. > :30:46.drive is illegal. Before we are even done, the car issueders and dies,
:30:47. > :30:52.again. We are told the battery will be sorted, so Nick agrees to buy the
:30:53. > :31:01.Peugeot. He hands over almost two grand. Could you get it MOTed in
:31:02. > :31:10.time for tomorrow? They called their garage to see how quickly it can be
:31:11. > :31:17.done. It sounds promising. But our salesman's plans turn out to be a
:31:18. > :31:21.little bit ambitious. Over the next couple of weeks we are promised our
:31:22. > :31:40.Peugeot on no fewer than seven occasions.
:31:41. > :31:47.Ten days after our illegal test drive and plenty of calls and texts
:31:48. > :31:58.later, our French motor is finally ready. I'm here to pick up the 407.
:31:59. > :32:08.And guess a's there to greet us? The main man Mark Whitfield.
:32:09. > :32:12.So with over 500 quid spent on it, it should be in perfect working
:32:13. > :32:43.order then. Our car's ready to take away. It
:32:44. > :32:48.started. That was a good sign. But within moment of leaving we spot a
:32:49. > :32:51.problem. What is that? The fuel light's on already but there's
:32:52. > :32:59.something else on now as well. Warning signs. But Nick's no expert.
:33:00. > :33:08.We need a real one. Cue marsh Brown, he would rather jack than Fleetwood
:33:09. > :33:12.Mac, so is our motor... A singer or a floater? The only way to know is
:33:13. > :33:21.to take it for a really careful drive. Let's start her up. The
:33:22. > :33:25.engine management light is on. The de-pollution light is on. My foot
:33:26. > :33:33.continued to travel the longer I hold it there. So this isn't the car
:33:34. > :33:38.for the Pyrenees? Definitely not. Don't worry, ladies and gentlemen,
:33:39. > :33:45.this has been risk assessed. Go on! We are driving under controlled
:33:46. > :33:52.conditions. Warp speed. What's that?! That's a problem which the
:33:53. > :34:01.lack of turbo pressure is causing. It makes the car virtually
:34:02. > :34:06.undrivable. That hon a slip road going on to a motorway would scare
:34:07. > :34:11.me rigid. On that note we end the drive and take it home. Can we take
:34:12. > :34:20.this car back because it's really horrible? Will it get us there? You
:34:21. > :34:25.tell me! You're the mechanic. It's going to take ?2,500 to put right
:34:26. > :34:28.the significant defects to make it safe, roadworthy and a
:34:29. > :34:36.confidence-inspiring drive. I don't know what the problem is. The
:34:37. > :34:39.steering feels solid. She's braking, stopping beautifully, accelerating.
:34:40. > :34:48.Seems like a big fuss about nothing. Take it away. It's a joke. You're
:34:49. > :34:51.probably wondering how this write-off ever passed an MOT. We
:34:52. > :34:55.take it for another one. Apparently it took Derby Car Centre ten days to
:34:56. > :35:01.get this through but it takes just one hour for ours to fail on dodgy
:35:02. > :35:04.brakes and suspension. It is officially unroadworthy. So the
:35:05. > :35:10.authorities have shown Derby Car Centre the yellow card. And said
:35:11. > :35:15.either pull up your sock or you'll wind up in the dock. And yet we've
:35:16. > :35:19.been sold a French car which could make us French toast. Perhaps you
:35:20. > :35:29.are thinking to yourself, well, it's just a series of unfortunate
:35:30. > :35:34.circumstances. Are you? Really? OK. Derby Car Centre have had all their
:35:35. > :35:38.warnings and all the ice cream in Italy won't stop what's going to
:35:39. > :35:43.happen next. 99 with a flake after a short break.
:35:44. > :35:44.It's Hallowe'en this weekend, and millions
:35:45. > :35:48.of children will be gettting dressed up for a night of fun.
:35:49. > :35:50.But we're all sadly aware of what happened last year
:35:51. > :35:53.when Claudia Winkleman's daughter's costume was set alight by a candle.
:35:54. > :35:55.We campaigned to have children's fancy dress costumes made safer.
:35:56. > :35:58.The law as it stands only requires them to meet fire
:35:59. > :36:03.We called for them to meet tighter regulations.
:36:04. > :36:06.The good news is that Trading Standards is now investigating to
:36:07. > :36:08.see if a change in the law is needed.
:36:09. > :36:11.And many of the big stores and supermarkets volunteered to
:36:12. > :36:13.test their costumes to a higher standard this year.
:36:14. > :36:15.However, we don't want people to now think
:36:16. > :36:21.Reports from accross the country have shown that many costumes
:36:22. > :36:26.So remember this important message that no one understands
:36:27. > :36:37.I don't want another eight-year-old to go through what Tilda went
:36:38. > :36:42.through. I don't want this to happen. I think next Hallowe'en,
:36:43. > :36:44.even if I stop a few people going, let's not put them in that, near a
:36:45. > :36:48.naked flame, that would be amazing. So, here at Watchdog we have
:36:49. > :36:51.a few safety tips. There are plenty
:36:52. > :36:53.of battery operated alternatives They are widely available
:36:54. > :36:56.and, per candle, most Of course, your kids may still come
:36:57. > :37:00.into contact with flames, so think about the type
:37:01. > :37:04.of costume you put them in. Remember that we found,
:37:05. > :37:06.frilly costumes like this burn a lot quicker than those made
:37:07. > :37:25.of a single piece of fabric. If you can get your children to wear
:37:26. > :37:31.woollen clothes underneath, melting clothes went melt on the skin.
:37:32. > :37:34.And remember, the best thing to do if someone does catch fire.
:37:35. > :37:44.This time for adults, concerning these - cosmetic contact lenses.
:37:45. > :37:52.To give you that just turned vampire look.
:37:53. > :37:57.She was born and she grows every single day.
:37:58. > :38:00.Trading Standards have warned it is against the law to sell them
:38:01. > :38:02.without an optician or medical practicioner being present.
:38:03. > :38:04.This is because if you use them without proper supervision
:38:05. > :38:11.So, all the shops that previously stocked them must have taken them
:38:12. > :38:16.We visited ten different shops, both fancy dress chains
:38:17. > :38:54.Do you have those scary contact lenses? Yes. Thank you.
:38:55. > :38:56.As you can see, although some shops offered lens
:38:57. > :39:00.solution or asked us to sign a form, none of them had an optician
:39:01. > :39:07.So if you fancy a pair of freaky peepers, get them fitted
:39:08. > :39:09.by a qualified professional who'll give you the correct advice.
:39:10. > :39:15.If you already own a pair, throw them in the bin.
:39:16. > :39:19.And give the dustman a bit of a shock.
:39:20. > :39:23.They've revolutionised the fitness market - offering cheap flexible
:39:24. > :39:29.Which is great news for fitness fanatics like Matt and I.
:39:30. > :39:32.Thousands are switching from the more expensive established
:39:33. > :39:34.gyms and one of the fastest growing alternatives
:39:35. > :39:42.They currently have 32 gyms across the country and are aiming to
:39:43. > :39:46.They call themselves 'the people's gym' and say their
:39:47. > :39:50.One small problem - they don't seem to be happy to let
:39:51. > :40:06.This is the Colonel, Xercise4Less call him their resident training
:40:07. > :40:11.genius, and what an outfit. The Colonel is the company's online
:40:12. > :40:16.personal fitness guru and he will demonstrate the dos and don'ts of
:40:17. > :40:22.using the gym and give you tips for your work-out on your computer. But
:40:23. > :40:26.today thankfully in a pair of shorts the Xercise4Less Colonel is here to
:40:27. > :40:30.show me what I like to call the cancellation work-out. Leaving
:40:31. > :40:34.should be easy. All you need to do is give a 30-day written notice to
:40:35. > :40:44.the gym branch you originally signed up to. Job done. But apparently not.
:40:45. > :40:50.Many of you out there say trying to leave Xercise4Less can really make
:40:51. > :40:54.you work up a bit of a sweat. Like Leanne Hancocks from Wakefield, who
:40:55. > :40:59.tried to quit her ?10 a month membership in November last year. I
:41:00. > :41:04.decided to cancel my gym membership because I found out I was pregnant.
:41:05. > :41:09.I went to the gym and spoke to one of the receptionists. She said yes
:41:10. > :41:13.you can cancel your membership, here's a cancellation form. Leanne
:41:14. > :41:18.filled in the form and handed it back in, like Xercise4Less tell you
:41:19. > :41:22.to do on their website. They go on the say they'll do everything for
:41:23. > :41:26.you, making life as simple as possible, but for Leanne it was far
:41:27. > :41:33.from simple. It wasn't until two months later I realised my gym
:41:34. > :41:38.membership hadn't been cancelled via my direct debit. Leanne called the
:41:39. > :41:44.gym and they said there was no record of her cancelling despite...
:41:45. > :41:48.She decided to cancel her direct debit with her bank. But this is
:41:49. > :41:52.where it gets really complicated for Leanne, because just a few days
:41:53. > :41:59.later another company enters the scene. Meet Colonel fro the Harland
:42:00. > :42:03.group. This company collect the direct debits from Xercise4Less.
:42:04. > :42:07.Because Leanne had cancelled her direct debits they were chasing the
:42:08. > :42:12.payments and said she owed fees on top. All at the same time as she was
:42:13. > :42:17.trying to cancel her contract with Xercise4Less. So she was taking on
:42:18. > :42:24.two companies at the same time. And that is is really hard work. I rang
:42:25. > :42:29.Harland up and they said to me they had no word from the gym that my
:42:30. > :42:35.membership had been cancelled and I would have to go back to the gym. It
:42:36. > :42:39.was my first pregnancy. It was a complicated pregnancy as well. I
:42:40. > :42:45.didn't need the additional stress of getting letters from that company.
:42:46. > :42:49.Leanne vently got both companies off her back, but hers is a story we've
:42:50. > :42:52.heard a lot. Jonathan Murphy cancelled his membership with
:42:53. > :42:58.Xercise4Less earlier this year. Three months later the gym was still
:42:59. > :43:03.taking his monthly ?10 payments. Dean walker's failed cancellation
:43:04. > :43:08.attempt ended up with him being chased for more than ?170. And for
:43:09. > :43:13.Sarah Paige her cancellation battle began when she realised she signed
:43:14. > :43:18.up for a gym that wasn't even built yet. Why did you leave Xercise4Less?
:43:19. > :43:22.Didn't like it? I didn't get the chance to find out if I liked it, it
:43:23. > :43:28.wasn't even open. They didn't tell me on the phone when I rang them to
:43:29. > :43:32.join up. What did you do? As long as you cancel within 14 days it should
:43:33. > :43:36.have been fine. I cancelled my directs Deb wit the bank, so as far
:43:37. > :43:41.as I was concerned it should have been cancelled. But then Sarah
:43:42. > :43:45.received a letter from Harlands, remember them? Asking why she
:43:46. > :43:49.cancelled her direct debit. I went back to Xercise4Less and said I've
:43:50. > :43:53.cancelled with you, why are they saying I haven't? Cancel my
:43:54. > :43:58.membership. You were caught in the middle weren't you? Like a tennis
:43:59. > :44:03.match, backwards and forwards. I felt like I was piggy in the middle
:44:04. > :44:10.trying to negotiate between the pair of them. Please cancel my
:44:11. > :44:15.membership. We asked a business lawyer to look through our studies.
:44:16. > :44:19.The customer shouldn't have to sort it out. If you put the customer in
:44:20. > :44:24.that position it is Xercise4Less's job to fix it. Taking on two
:44:25. > :44:28.companies at the same time trying to cancel your contract is exhausting
:44:29. > :44:38.enough, but some customers found themselves taking on a third. And
:44:39. > :44:42.this one doesn't mess about. Stevie and her partner Richard decided to
:44:43. > :44:46.leave Xercise4Less because they know longer had time to go to the gym
:44:47. > :44:50.regularly. They followed the gym's advice and handed in their 30 days
:44:51. > :44:55.written notice. They told us we'd have a last payment to make and then
:44:56. > :44:59.we rightfully assumed we could cancel our direct debit. As far as
:45:00. > :45:03.we were concerned that should have been the end of it. But nearly four
:45:04. > :45:08.months later Stevie received a shock. Despite handing this their
:45:09. > :45:14.cancellation notice at exactly the same time Xercise4Less had only
:45:15. > :45:20.cancelled Richard's membership and Stevie was being chased by Credit
:45:21. > :45:24.Resolution Services. I got a letter from a debt collection agency saying
:45:25. > :45:33.I owed over ?200. Almost half of which was the fees of the debt
:45:34. > :45:38.collection agency themselves. When espoke to somebody at the
:45:39. > :45:44.Xercise4Less gym, they said that the e-mail had not been read correctly
:45:45. > :45:47.at the head office. The excuse was that they receive thousands of
:45:48. > :45:52.e-mails and some are not read. So, it could be a system that relies
:45:53. > :45:58.on e-mails from reception to head office, with no process in place? I
:45:59. > :46:02.can't understand how they don't have access to their membership base from
:46:03. > :46:05.a head office, clearly. Xercise4Less don't let you cancel
:46:06. > :46:10.online but what about you signing up? You will not be surprised to
:46:11. > :46:15.hear that the process was entirely painless, a few minutes on the
:46:16. > :46:19.website and we have joined up. Cancelling a gym membership should
:46:20. > :46:24.not be difficult. It was easy enough to join, why is it so difficult to
:46:25. > :46:27.cancel? If a customer knows how difficult it is to cancel, it may
:46:28. > :46:33.have affected their decision to join the gym. In terms of the
:46:34. > :46:37.cancellation process, what have Xercise4Less done wrong? They have
:46:38. > :46:44.not acted with reasonable care and skill. In layman's terms it means
:46:45. > :46:46.don't mess it up. Xercise4Less have messed it up.
:46:47. > :46:49.Xercise4Less have apologised unreservedly to Leanne, Jonathan,
:46:50. > :46:52.Dean, Sarah and Stevie - and given them all full refunds.
:46:53. > :46:55.The company accepts it occasionally makes mistakes but it has a quarter
:46:56. > :46:59.And it says it takes pride in how clear and transparent its
:47:00. > :47:01.cancellation terms and conditions are and constantly reviews them to
:47:02. > :47:13.Now, the Hudl 2, Tesco's no-frills tablet.
:47:14. > :47:15.It launched just over a year ago claiming to be 'Bigger,
:47:16. > :47:18.However, last week Tesco announced it was being discontinued.
:47:19. > :47:25.By the pricking of my thumbs, something wicked this way comes.
:47:26. > :47:33.We're the the three witches from Macbeth.
:47:34. > :47:41.Hudl, Hudl, toil and trouble, fire burn and cauldron bubble.
:47:42. > :47:43.And the Hudl's problems don't stop there.
:47:44. > :47:45.We've heard from 65 Hudl owners who all say
:47:46. > :47:47.their tablets mysterious cracked while they were on charge.
:47:48. > :48:02.Not when you hear what Tesco said to its customers.
:48:03. > :48:07.They told customers the glass they use is incredibly
:48:08. > :48:10.strong, that the damage must have been caused by the owners
:48:11. > :48:13.and that they would have to pay up to ?79 to get their devices fixed.
:48:14. > :48:30.Pretty steep considering the Hudl retailed at just ?99.
:48:31. > :48:34.This is where the plot thickens.
:48:35. > :48:36.We contacted the company that makes the glass,
:48:37. > :48:39.They told us that although the glass is extremely
:48:40. > :48:42.strong, "Tesco are aware of these failures and it has been discussed
:48:43. > :48:51.We put this to Tesco and they told us only a very small number
:48:52. > :48:54.of customers have contacted them about the durability of the Hudl
:48:55. > :48:57.screen and the majority of these have been due to accidental damage.
:48:58. > :48:59.They also say they carried out an investigation with
:49:00. > :49:01.their touchscreen provider which concluded there wasn't fault
:49:02. > :49:05.So that means some screens have cracked, even though they
:49:06. > :49:11.Tesco say only it's only a tiny number and insist there isn't
:49:12. > :49:21.Well, fair is foul and foul is fair.
:49:22. > :49:24.We're not sure the numbers are so tiny.
:49:25. > :49:28.So if this has happened to you, get in touch and tell us your story.
:49:29. > :49:31.And if you think you know what might be causing these mysterious
:49:32. > :49:35.cracks, we'd be interested to know what you think.
:49:36. > :49:53.Super, thank you. Off you go. Go! Go!
:49:54. > :49:57.The spell is about to be broken for Mark Whitfield of Derby Car Centre.
:49:58. > :49:59.He's ignored the warnings he's had about sorting out his business,
:50:00. > :50:02.and we've bought a car which shoudn't be anywhere near the road.
:50:03. > :50:10.That means we're on the road for a head-on collision.
:50:11. > :50:18.We bought a Peugeot 407 from Derby Car Centre, for just short of
:50:19. > :50:25.?2,000. But the expert found out it had dodgy brakes and suspension and
:50:26. > :50:31.would cost ?2,500 to fix up. That is not right, is it? So we are in Derby
:50:32. > :50:34.but there is a problem. I don't feel comfortable driving the car. Yet we
:50:35. > :50:41.have to get it back to Derby Car Centre to get our money back. I tell
:50:42. > :50:55.you what we need... A trio of Victorian strongmen. Take it away,
:50:56. > :50:59.gentlemen! They have fully warmed up, our Victor yen musclemen, so
:51:00. > :51:06.they can now push the car bark to the Derby Car Centre. In the
:51:07. > :51:11.meantime, I have to catch up with the boss, Mark Whitfield.
:51:12. > :51:17.We have worked out the problem with your business, you. You are the
:51:18. > :51:22.threat to the enforcement order in place for the cars we bought from
:51:23. > :51:26.you. And remember this that was handed over? The MOT was done the
:51:27. > :51:31.same day it was taken to you it failed.
:51:32. > :51:40.It has a fuelling problem. Is it failed? It is. As you know,
:51:41. > :51:45.from the motoring industry, an MOT is not a motoring certificate it
:51:46. > :51:51.does not devolve the problem, that is you, from handing over the
:51:52. > :51:57.certificate, and this clearly shows that it is not road worthy. We have
:51:58. > :52:02.had it driven by an expert. I don't want to drive it again. When you
:52:03. > :52:09.sell a car, an MOT does not say it is road worthy. It is not a
:52:10. > :52:13.guarantee of road worthiness. That car has been MOTTed,
:52:14. > :52:17.road-tested by a qualified engineer. He is not doing it properly. It is
:52:18. > :52:19.your responsibility. You don't seem to grasp it.
:52:20. > :52:23.I do. It is not fit for purpose. In a
:52:24. > :52:31.satisfactory condition. You have breached that order.
:52:32. > :52:35.It is a 122,000 miles car. If people have a problem, we are there to look
:52:36. > :52:39.after them. I don't accept without having my opportunity to check it,
:52:40. > :52:43.that you are correct in what you are saying.
:52:44. > :52:47.The blue BMW you driving is not taxed.
:52:48. > :52:50.It has come in a few days ago. You have been driving it a few days
:52:51. > :52:54.ago. I need a drink. I want to have the
:52:55. > :53:00.debate with you it is important. Of course. You sold us a car that is
:53:01. > :53:04.not fit, not satisfactory. It breaches the ah order here. You have
:53:05. > :53:11.said you have had a clean out of the business, there is only a person to
:53:12. > :53:14.clean out, that is you. You need a P 45 from your business, to sort it
:53:15. > :53:22.out. I go to massive lengths to sort the
:53:23. > :53:27.cars out. If it has done 122,000 miles, it is 11 years of age, there
:53:28. > :53:31.will be areas of wear on a car. Let me have a drink it goes in for a
:53:32. > :53:37.check over. If they are happy with the cars going out, I am.
:53:38. > :53:41.I would like to MOT that and get another opinion.
:53:42. > :53:44.We have had two on it already. We have had an independent check. We
:53:45. > :53:47.are happy with the level of evidence. We are not happy with the
:53:48. > :53:51.quality of the cars coming from this joint. Whatever the checks you are
:53:52. > :53:58.doing, they are not working. I am doing all that I can to check
:53:59. > :54:03.on the vehicles it is difficult to make an 11-year-old, 122,000 mile
:54:04. > :54:10.car, brand new. That is impossible. Not new, safe. What is an MOT not? A
:54:11. > :54:13.certificate of road worthiness? Thank you.
:54:14. > :54:31.Thank you for your time. Thank you. Well, I got a little distracted. I'm
:54:32. > :54:33.sure that there is something to do. Ask for your money back.
:54:34. > :54:40.That's it. We need the money back.
:54:41. > :54:44.We have to inspect the car. We want to get the money back at the
:54:45. > :54:51.end of this. Do you get much of this? Customers ask for their money
:54:52. > :54:55.back? It depends. It looks like we will not get the
:54:56. > :54:58.money back. You are just trying to sell the TV.
:54:59. > :55:04.Go on. We are happy with the evidence. If
:55:05. > :55:13.you are not prepared to take that... You are disrupting the business.
:55:14. > :55:22.OK, Mark. Let's get this car out of here, trio of Victor yen --
:55:23. > :55:27.Victorian strong men. There we are, Derby Car Centre, Mr
:55:28. > :55:32.Mark Whitfield. A taste of what you can expect as a customer and if
:55:33. > :55:37.things go wrong with your Derby Car Centre car. Just a word... Guys, if
:55:38. > :55:42.you buy a car from here, check it out.
:55:43. > :55:45.Derby Car Centre sell over 100 cars a month
:55:46. > :55:53.So to be clear, that's five out of every 100.
:55:54. > :55:58.They say our cases are older budget cars that
:55:59. > :56:04.And they've given Tanya a full refund.
:56:05. > :56:09.Before they sell a car they have it MOT'd and inspected
:56:10. > :56:12.by independent, approved garages, often spending hundreds of pounds
:56:13. > :56:15.bringing the car up to a roadworthy standard, and releasing those cars
:56:16. > :56:18.They say these garages dispute our findings.
:56:19. > :56:20.And they are working to the strict guidelines set out
:56:21. > :56:27.If you're thinking of buying a second hand car this weekend, you
:56:28. > :56:36.But here's a face you might like to bookmark - its Mark Whitfield of
:56:37. > :56:54.On the Zafira B story. Lynn said they had a Zafira booked in but they
:56:55. > :56:59.cancelled. And Sharon says: Come on Vauxhall, you are not recalling the
:57:00. > :57:06.Zafira, how many must caught up fire now. Does a life have to be lost?
:57:07. > :57:13.And the computer expert, they were called. They got threatening. Also
:57:14. > :57:21.we had a call from someone pretending to be from TalkTalk, they
:57:22. > :57:25.And, of course, keep sending us your stories and tip-offs.
:57:26. > :57:28.Just go to our website and click on where it says 'send your story'.
:57:29. > :57:31.You can of course write to us as well.
:57:32. > :57:36.Have you been left confused by the new pension rules?
:57:37. > :57:40.Get in touch if you've got a question.
:57:41. > :57:42.Undercover at Kwik-Fit - charging you for things you don't
:57:43. > :57:47.And Amazon blocking people's accounts just for sending
:57:48. > :57:50.That's next Thursday at our usual time of 8.00pm.
:57:51. > :58:06.Until then, from all of us here, goodnight.
:58:07. > :58:09.Hello, I'm Elaine Dunkley with your 90-second update.
:58:10. > :58:11.A 16-year-old boy's been charged over the death of Bailey Gwynne.
:58:12. > :58:14.He was stabbed at a school in Aberdeen yesterday.