Episode 4 Watchdog

Surely enough is enough for the Vauxhall Zafira.

After our story last week we've heard more shocking reports

One caught fire outside a school and one man

and his daughter were trapped in their car as the fire raged.

They were lucky to escape with their lives.

Isn't that enough for Vauxhall to issue a product-wide recall? So,

have they? Find out with us right now.

We're live for the next hour, fighting for your rights.

Tonight, with Hallowe'en just around the corner,

there's still huge confusion over the safety of children's costumes.

We've got what you need to know to keep

Also, in the wake of the TalkTalk cyber attack, reports of cold caller

scammers using the stolen infomation to con you out of money.

We've recorded a scam artist who thinks he's found another victim.

I just want to have a proper chat with

The bizarre mascot of the budget chain of gyms Xercise4Less.

Membership might be cheap, but it ended up costing these

And our secondhand car rogues - Derby Cars.

Not according to our expert and our own troupe of strong men...

There's nothing wrong with their body work.

I'm sure there's something I meant to do. Go and ask for your money

back, Sir. We need our money back. We need to inspect the car though.

We need our money back. I'd like to inspect it.

But first, a huge response to our story about the Vauxhall Zafira, the

family car which you've told us can burst into flames without warning.

There are 220,000 of them on the road right now.

And it turns out the cases we featured last week were just the

Last week we showed you how the problem started -

And the first thing many of the drivers knew was when smoke

After Vauxhall heard our evidence, they offered to inspect all cars

for nothing, and gave several reasons why they thought

Including dodgy repairs might have something to do with it.

Staggeringly they admitted they already knew of 27 cases

But despite all this, they still won't recall the cars

This morning I conducted a Zafira recall of my own.

We'll show you what happened when I took a burnt-out car to Vauxhall

headquarters in a minute. But the question is,

what will it take to make Vauxhall Oh, God! Moments after our report

into the fires was shown more Zafira owners around the country started

contacting Watchdog to tell us that the same had happened to them. So

far Vauxhall have admitted that something is going wrong with the

heating system found behind the glove box, but said a number

happened as a result of poor repairs to the system or non-genuine parts

were used. But what about Vauxhall parts or work carried out by

Vauxhall's technicians? We've taken a road trip around the country to

speak to some of the people who contacted us. We are now going to

make our way to meet a Zafira owner who had a genuine part fitted into

his car heating system by Vauxhall themselves. Jason from Plymouth had

been perfectly happy with his 2006 Zafira B but when the car's heart

stopped working he took it to his local Vauxhall dealer. They

inspected the car and replaced the heat resistor, which controls the

speed of the vehicle's internal fans. Everything seemed fine until

last month when Jason was travelling in the car with his wife and four

children. We were driving the car into town and all of a sudden there

was a burning smell from the front of the car. The children in the back

noticed the smell. My eldest son, who has asthma, started to panic. We

pulled over and took the children out of the car as fast as we could.

Vauxhall inspected the car and confirmed that the part they fitted

had melted and damaged other opponents. Jason filmed evidence to

gather evidence for himself. It shows the genuine part fitted by

Vauxhall had indeed melted. I had my part fitted by the Vauxhall

dealership, a genuine part, so it cannot just be due to non-genuine

parts. Vauxhall says it is taking the issue seriously and is doing its

best to get to the bottom of the problem. However, hours after they

announced an investigation came the news that yet another Zafira B had

gone up in flames. We just heard of a Vauxhall Zafira B caught fire

outside a school. This happened only a few days ago but we've tracked

down the owner, a liddy called Rebecca. I'm going to have a chat

with her. Hi Rebecca, tell me what happened with your car. I opened the

door to get in and saw smoke coming out. Within 30 seconds it was up in

flames. It is scary, because you were parked near your school, you've

got kids around. You could have been in the car while this happened. Has

that preyed on your mind at all? Absolutely, I cannot get the images

of the children being evacuated out of my mind. They were terrified. So

far despite the evidence we've been gathering Vauxhall are refusing to

recall the cars. Maybe they'll have a change of heart after hearing this

next case. We are on our way to Swansea to meet up with Jason, who

found himself and his three-year-old child trapped inside of his Zafira

B. Hi Jason. Hi. Nice to meet you. Show me where this happened? It

happened down by here. Talk me through exactly what happened? I was

going to my parents' house and noticed a smell of burning a couple

of minutes after the central locking locked. It pulled off towards here.

I took my seat belts off my daughter, tried to get her out. The

doors were locked. Couldn't get out at all. I was punching the glass to

try to get out. How is your hand? It is bruised, and my knuckle should be

there. That's after a week. Was there a sudden realisation where you

thought, I'm not going to be able to get out here? At one point, yes.

Well, with I had hold of my daughter's hand. At one point the

smoke was quite thick in the car. We couldn't open the central locking.

The electrics were not working. Terrifying. Really petrifying.

Luckily a passer-by came to help and managed to open the doors from the

outside of the car. Two fires in two weeks. One outside a packed school

and the other where occupants were trapped inside. Some of you have

also been telling us that two weeks is the length of time you've had to

wait for your Zafira to be inspected. When Vauxhall told us

last week that any affected owners should can't their local dealer many

of you thought your car would be seen far sooner. I wanted to find

out for myself just how long the wait really was, so I posed as a

Zafira owner and called ten dealers across the country. I've just been

cut off. Have you got any idea of time when potentially you could do

that, how long the waiting list is? So you can't commit to a time but it

could be between the next 14 days, two weeks? That was very vague. It

was quite confusing really. I didn't get the feeling that the issue with

my car was going to be sorted. There didn't seem to be any clarity on

that. In total, four of the ten dealers simply couldn't give me a

date. Five quoted between one two two weeks and only one could fit me

in this week. Since our investigation into these fires was

broadcast we've heard more terrifying accounts of Zafiras going

up in flames, potential delays to safety inspections, and one case

where a father and his child were trapped inside their smoke-filled

car. There are currently more than 200,000 Zafira Bs on the road. At

this stage no-one knows how many are affected, so what's Vauxhall going

to do to stop this happening ever again? We asked for an interview in

the studio but Vauxhall couldn't make that happen, so this morning I

went to them and took Jason's burnt-out car with me. We are just

waiting for the low load er to arrive. It has Jason's car on it.

You know what's really terrifying about this? Obviously the fact that

you've got the smashed windscreen and it is burnt-out, but inside you

can see the child's seat. Jason's dar was sat in this car whilst it

was filling up with smoke. Let's give these guys a call. It is

Michelle Ackerley calling from BBC Watchdog, I'm stood outside Vauxhall

headquarters now. We've got a camera crew... We've been spotted, indeed.

We've got one of your Vauxhall Zafira owner's cars with us. We want

someone to come down and answer questions. This is scary stuff. I've

been speaking to people all week about this. So you are saying

there's not one representative in your building that could come and

speak to us about this? There's nobody... OK, it is a real shame you

haven't got anyone that can come down. Thank you. Bye now. Well, he

was very I rate at the situation. He said there's only three people in

Vauxhall that are able to talk about the situation. There's no-one else

around that can talk confidently about what's going on. So we weren't

able to speak to anyone today but I'm going to deliver this letter to

Vauxhall. It is from Jason and he's got questions, as many of you do.

I'm going to deliver this by hand. Vauxhall has since told us it is

drawing up plans for a recall in case it decides that it is needed,

but it still doesn't know what's causing the fires. The company says

it has had issues getting enough Zafira B resistors but is who

working to increase production so it can clear the backlog. Oh 1,500

customers' cars have been inspected, and Jason and Rebecca's cars will

all be looked it. It advises concerned owners to contact

Vauxhall. Lines will be open after the show.

We will keep chasing Vauxhall and we want you to keep sending us

anymore information on potentially dangerous Zafiras.

We can only make progress on this story and others

or go the website and click where it says 'send us your stories'.

And if you've got something to say on any of the stories we're covering

Use Twitter, Facebook or send an email.

Have you got a pension pot that you can't get at?

We'll have the experts with us that can help you.

Have you had a phone scammer trying to trick you?

Tonight you are in for a treat, as we turn the tables.

As long as it gets me from A to B, I'm happy.

Don't give me a car that's going to hurt or kill me.

It's important not to ignore warning signs. They are there to help us

change our behaviour. And avoid trouble. Here's someone you might

recognise. Warning! Slippery roads ahead. Here's one a bit less common.

Warning! A bull may head-butt your van. And warning! Stakes can bite

your ankles. Quite specific that one. This sign warns of the use of

punctuation ahead. And there's this sign...

One place that looks like it is ignoring all its warning signs is

Derby Car Centre in, you've guessed it, Derby. Good research, team. It

is run by this guy, Mark Whitfield. He sells hundreds of used cars from

this lot, but they aren't always great ones, as Tanya Watson found

out. Earlier this year she part exchanged her car for a Chevrolet

Matisse she bought on finance. I fell in love with it when I saw it.

Did they talk about the condition of the car? They said it was in good

nick. The brake was tapping back at me. Tan yahs was reassured it was

nothing to worry about, so she agreed to buy the car for just under

15 hundred quid. But there was something to worry about. Talk me

through the problems you found when you picked it up. When I was driving

home, the steering wheel was shaking like crazy and I was only doing 30

miles per hour. My braking was still touchy. I thought, this isn't right.

Tanya complained to Derby Car Centre and they agreed to take a look. But

when she started driving it again there were other significant

problems. My dashboard was lighting up all different flashing lights. It

scared me. I pulled over, turned the engine off, turned it back on and

the lights had gone. Then five mimes down the road it did it again. Tanya

took the car to a dealership for a health check. The results were

shocking as the video makes clear. They recommended ?1700 of repair

work. Over ?500 of which was urgent. So, once again, it went back to

Derby Car Centre for more work. When she finally got it back, Tanya

took the car for a new MoT, guess what? It failed! So even after they

have had the chance to put things right, it was still an MoT fail? I

believe there was a couple of urgent things that was wrong with the car

as well. I feel like they have conned me. I could have had anyone

in that car and crashed it. It would have been my fault.

Luckily for Tanya, the finances agreement was cancelled and she

returned the car. You see Tanya bought her car earlier

this year, by which time, Derby Car Centre had received warning signs

that they needed to sort their act out.

Warning signs like an unsettled county court judgment against them

for over ?1,500. And in 2013, the Derby Telegraph reported that the

trading standards had them down as one of the city's most complained

about companies. I like that, a good technique, you think that something

is the worst but you can't prove it, so you say it is one of the worst,

which, let's face it, it could mean anything. However, they did have a

point. You see, Derby Car Centre had had enough, the trading standards,

they had had a massive 227 complaints about the Derby Car

Centre. It is one of the most complained about companies featured

on Rogue Traders. One of them... So many complaints, in fact, that they

issued an enforcement order against the firm. In short, they had to not

sell cars that didn't work, lie to their customers, or fail to put

things right when they went wrong. Yes, so two big warning signs.

Firstly, the local paper says that you are the most... One of the most

complained about companies in town. And the law tells you to stop doing

wrong things. Yet they still sold Tanya a car that was far from at its

best. So, maybe they are not getting the

hint? Time for an undercover stint! Yes, there's only one way to see

what Derby Car's stock is like - and that's to buy one,

drive it and inspect it. Foot on the clutch,

we'll be back in touch - in 10. This week the news has been full

of the online data theft from cyber It's clear that the stolen

information is already being used It's not the first attack

on our personal information In a minute we'll show you how to

protect yourself and the information What do you think would happen

if a phone scammer unwittingly It's a bad idea, ain't it? Terrible!

Hello, you don't know me, my name is Ben.

Come in. Sure, make yourself at home.

Take a look in my drawers if you want. That's my personal paperwork,

go through it, if you like. And while you are at it, here are the

bank details and pass words. Obviously, you would never invite a

criminal into your home to go through your belongings, however,

one of the most common scams sees tens of thousands of us in the UK

doing that. Only you are not giving criminal access to your home but the

computer, where you keep all of your most valuable information.

Susan Chunk from Liverpool, took a phone call from a man who claimed to

be from Microsoft. He said that her computer urgently needed virus

protection software. He was encystent, a little

intimidating. He said that if I didn't go ahead, I would not be

protected on the internet. He had Susan download software that

let him log on and control her computer remotely.

He said it would take a while. So maybe to leave the room and go

downstairs and make a cup of tea and come back in an hour. That he would

have everything done for me. Susan ended up paying the scammer

?480. It was when her computer started to show error messages she

realised she had been had. And Susan's is one of many.

Dawn Maston from Northamptonshire, took a call from a man who claimed

to work for Microsoft. He made me feel that the computer

was already infected with a lot of viruses. I was horrified.

I was charged ?231 for what I thought was a lifetime's virus

protection. Dawn later became suspicious, so

took her computer to a shop. They confirmed that nothing had been done

to fix it. The person on the phone had scammed her.

They took the money from my bank account twice. They tried to take

the same amount from my credit card. Somehow, rooting through the files,

on the computer, they were able to try to take the money from my credit

card. And these criminals are so

money-hungry, some will threaten violence. This is the message left

on a Watchdog viewer's answering machine.

I have your name, number, youred as are, you better be careful, OK?

Goodbye. It goes to show the kind of

aggressive and threatening behaviour that the criminals use to get their

hands on your cash. We were keen to find out just what happened when you

are targeted by these people and how persuasive they can be. To find out

more about the high pressure techniques for ourselves, we set up

a sting to see if we could scam the scammers.

Working with technology expert, David McClelland, we called a number

that had been linked to the scam in the past.

I'm returning your call. You called my wife on Friday. Something about

the computer? We are using a laptop that David set up hours earlier.

Wiped of sensitive data and making sure that the sfaes is up-to-date.

OK. Yes. How will you do that? Brilliant. Thank you. Over the

phone, John, or whatever his real name is, gets us to download a

programme that allows him to log on and take control of the computer

remotely. I have put him on mute. He is

loading up a Vent Viewer. It let's you see the logs for the Windows

operating system. It is normal to see warnings and errors in there. It

just happens. He will try to convince us that these are

indickative of something naughty going on with the machine. John

continues with the extreme scare tactics. Showing us IT messages that

in reality are completely normal. Hard sell done, it is time to talk

cash. He's quoting ?90 now but based on what happened to Dawn and others

like her, who knows how much he will try to take.

I'm going call you back in a second. I have to have a chat with my wife

about this. My computer is going to crash?

John's clearly getting rattled, so he brings in reenforcements.

But when we don't hand over the card details, they try another tactic.

As we watch on, they suddenly start deleting personal files off the

computer. And with that they are gone.

Incredible. I mean, he could have done untold

damage to a proper family computer. To give them a chance to explain

what they were playering at, I call them back. It is James O'Brien, I

work for the Watchdog programme on BBC One. I wonder why you said you

were licensed. That's it. Clearly, they didn't feel like

chatting. Now, if you get a similar phone

call, the advice is clear. You would not let a stranger root

around your home, don't do the same with your computer.

Online safety expert David McClelland joins me now.

Last week the TalkTalk attack, and British Gas, clearly people are

scared online. How can you protect yourself? It has been a bad few

weeks for the internet. People are scared. But there are tips to get in

control. Phone calls, treat any saying they are from a service

provider, weather TalkTalk, Marks Spencer, whoever, treat them as

toxic. Call them back on a number you have gotten hold of from a bill

or a statement. The theme two is the bank

statements. This is good practice but check the bank statements. Even

for small amounts and report them to your bank. The banks are more than

happy to check them through for you in the current climate. And three,

pass words. Pass words and user names have been leaked in the data

breaches. If you use the same user name and pass words over multiple

accounts, don't do it. It is like having the same key for the front

door, back door, your car, your safe. It is not something that we do

in the real world, why for the internet.

We've had reports of screens mysteriously cracking

Derby Car Centre have been called one of the most complained

It could mean that out of 250 companies they're in the top 249.

Or as Brian Clough said, in the top one.

Warning signs have been flashing around Derby Car Centre for a couple

of years now. To find out how bright and clear they, we have to buy a

motorof our own. Now this salesman sells cars all day

long. You think me may know something about them. Wouldn't you?

OK. Well, he looks at a Golf. But it is the Peugeot 407 that is perfect

for his needs. It is magnificent! I don't like it

as much as I like the Golf but... OK. Let's get the motorruning.

And the battery is flat. That is a good start.

They tried to jump start it but it is taking a while. Have a break,

have a fig-fag. Anyway, the battery has been

kick-started it is time for a test drive.

Good to know, especially when you're driving 5 in a 30. It would also

have been good to know this car doesn't have an MOT, so this test

drive is illegal. Before we are even done, the car issueders and dies,

again. We are told the battery will be sorted, so Nick agrees to buy the

Peugeot. He hands over almost two grand. Could you get it MOTed in

time for tomorrow? They called their garage to see how quickly it can be

done. It sounds promising. But our salesman's plans turn out to be a

little bit ambitious. Over the next couple of weeks we are promised our

Peugeot on no fewer than seven occasions.

Ten days after our illegal test drive and plenty of calls and texts

later, our French motor is finally ready. I'm here to pick up the 407.

And guess a's there to greet us? The main man Mark Whitfield.

So with over 500 quid spent on it, it should be in perfect working

order then. Our car's ready to take away. It

started. That was a good sign. But within moment of leaving we spot a

problem. What is that? The fuel light's on already but there's

something else on now as well. Warning signs. But Nick's no expert.

We need a real one. Cue marsh Brown, he would rather jack than Fleetwood

Mac, so is our motor... A singer or a floater? The only way to know is

to take it for a really careful drive. Let's start her up. The

engine management light is on. The de-pollution light is on. My foot

continued to travel the longer I hold it there. So this isn't the car

for the Pyrenees? Definitely not. Don't worry, ladies and gentlemen,

this has been risk assessed. Go on! We are driving under controlled

conditions. Warp speed. What's that?! That's a problem which the

lack of turbo pressure is causing. It makes the car virtually

undrivable. That hon a slip road going on to a motorway would scare

me rigid. On that note we end the drive and take it home. Can we take

this car back because it's really horrible? Will it get us there? You

tell me! You're the mechanic. It's going to take ?2,500 to put right

the significant defects to make it safe, roadworthy and a

confidence-inspiring drive. I don't know what the problem is. The

steering feels solid. She's braking, stopping beautifully, accelerating.

Seems like a big fuss about nothing. Take it away. It's a joke. You're

probably wondering how this write-off ever passed an MOT. We

take it for another one. Apparently it took Derby Car Centre ten days to

get this through but it takes just one hour for ours to fail on dodgy

brakes and suspension. It is officially unroadworthy. So the

authorities have shown Derby Car Centre the yellow card. And said

either pull up your sock or you'll wind up in the dock. And yet we've

been sold a French car which could make us French toast. Perhaps you

are thinking to yourself, well, it's just a series of unfortunate

circumstances. Are you? Really? OK. Derby Car Centre have had all their

warnings and all the ice cream in Italy won't stop what's going to

happen next. 99 with a flake after a short break.

It's Hallowe'en this weekend, and millions

of children will be gettting dressed up for a night of fun.

But we're all sadly aware of what happened last year

when Claudia Winkleman's daughter's costume was set alight by a candle.

We campaigned to have children's fancy dress costumes made safer.

The law as it stands only requires them to meet fire

We called for them to meet tighter regulations.

The good news is that Trading Standards is now investigating to

see if a change in the law is needed.

And many of the big stores and supermarkets volunteered to

test their costumes to a higher standard this year.

However, we don't want people to now think

Reports from accross the country have shown that many costumes

So remember this important message that no one understands

I don't want another eight-year-old to go through what Tilda went

through. I don't want this to happen. I think next Hallowe'en,

even if I stop a few people going, let's not put them in that, near a

naked flame, that would be amazing. So, here at Watchdog we have

a few safety tips. There are plenty

of battery operated alternatives They are widely available

and, per candle, most Of course, your kids may still come

into contact with flames, so think about the type

of costume you put them in. Remember that we found,

frilly costumes like this burn a lot quicker than those made

of a single piece of fabric. If you can get your children to wear

woollen clothes underneath, melting clothes went melt on the skin.

And remember, the best thing to do if someone does catch fire.

This time for adults, concerning these - cosmetic contact lenses.

To give you that just turned vampire look.

She was born and she grows every single day.

Trading Standards have warned it is against the law to sell them

without an optician or medical practicioner being present.

This is because if you use them without proper supervision

So, all the shops that previously stocked them must have taken them

We visited ten different shops, both fancy dress chains

Do you have those scary contact lenses? Yes. Thank you.

As you can see, although some shops offered lens

solution or asked us to sign a form, none of them had an optician

So if you fancy a pair of freaky peepers, get them fitted

by a qualified professional who'll give you the correct advice.

If you already own a pair, throw them in the bin.

And give the dustman a bit of a shock.

They've revolutionised the fitness market - offering cheap flexible

Which is great news for fitness fanatics like Matt and I.

Thousands are switching from the more expensive established

gyms and one of the fastest growing alternatives

They currently have 32 gyms across the country and are aiming to

They call themselves 'the people's gym' and say their

One small problem - they don't seem to be happy to let

This is the Colonel, Xercise4Less call him their resident training

genius, and what an outfit. The Colonel is the company's online

personal fitness guru and he will demonstrate the dos and don'ts of

using the gym and give you tips for your work-out on your computer. But

today thankfully in a pair of shorts the Xercise4Less Colonel is here to

show me what I like to call the cancellation work-out. Leaving

should be easy. All you need to do is give a 30-day written notice to

the gym branch you originally signed up to. Job done. But apparently not.

Many of you out there say trying to leave Xercise4Less can really make

you work up a bit of a sweat. Like Leanne Hancocks from Wakefield, who

tried to quit her ?10 a month membership in November last year. I

decided to cancel my gym membership because I found out I was pregnant.

I went to the gym and spoke to one of the receptionists. She said yes

you can cancel your membership, here's a cancellation form. Leanne

filled in the form and handed it back in, like Xercise4Less tell you

to do on their website. They go on the say they'll do everything for

you, making life as simple as possible, but for Leanne it was far

from simple. It wasn't until two months later I realised my gym

membership hadn't been cancelled via my direct debit. Leanne called the

gym and they said there was no record of her cancelling despite...

She decided to cancel her direct debit with her bank. But this is

where it gets really complicated for Leanne, because just a few days

later another company enters the scene. Meet Colonel fro the Harland

group. This company collect the direct debits from Xercise4Less.

Because Leanne had cancelled her direct debits they were chasing the

payments and said she owed fees on top. All at the same time as she was

trying to cancel her contract with Xercise4Less. So she was taking on

two companies at the same time. And that is is really hard work. I rang

Harland up and they said to me they had no word from the gym that my

membership had been cancelled and I would have to go back to the gym. It

was my first pregnancy. It was a complicated pregnancy as well. I

didn't need the additional stress of getting letters from that company.

Leanne vently got both companies off her back, but hers is a story we've

heard a lot. Jonathan Murphy cancelled his membership with

Xercise4Less earlier this year. Three months later the gym was still

taking his monthly ?10 payments. Dean walker's failed cancellation

attempt ended up with him being chased for more than ?170. And for

Sarah Paige her cancellation battle began when she realised she signed

up for a gym that wasn't even built yet. Why did you leave Xercise4Less?

Didn't like it? I didn't get the chance to find out if I liked it, it

wasn't even open. They didn't tell me on the phone when I rang them to

join up. What did you do? As long as you cancel within 14 days it should

have been fine. I cancelled my directs Deb wit the bank, so as far

as I was concerned it should have been cancelled. But then Sarah

received a letter from Harlands, remember them? Asking why she

cancelled her direct debit. I went back to Xercise4Less and said I've

cancelled with you, why are they saying I haven't? Cancel my

membership. You were caught in the middle weren't you? Like a tennis

match, backwards and forwards. I felt like I was piggy in the middle

trying to negotiate between the pair of them. Please cancel my

membership. We asked a business lawyer to look through our studies.

The customer shouldn't have to sort it out. If you put the customer in

that position it is Xercise4Less's job to fix it. Taking on two

companies at the same time trying to cancel your contract is exhausting

enough, but some customers found themselves taking on a third. And

this one doesn't mess about. Stevie and her partner Richard decided to

leave Xercise4Less because they know longer had time to go to the gym

regularly. They followed the gym's advice and handed in their 30 days

written notice. They told us we'd have a last payment to make and then

we rightfully assumed we could cancel our direct debit. As far as

we were concerned that should have been the end of it. But nearly four

months later Stevie received a shock. Despite handing this their

cancellation notice at exactly the same time Xercise4Less had only

cancelled Richard's membership and Stevie was being chased by Credit

Resolution Services. I got a letter from a debt collection agency saying

I owed over ?200. Almost half of which was the fees of the debt

collection agency themselves. When espoke to somebody at the

Xercise4Less gym, they said that the e-mail had not been read correctly

at the head office. The excuse was that they receive thousands of

e-mails and some are not read. So, it could be a system that relies

on e-mails from reception to head office, with no process in place? I

can't understand how they don't have access to their membership base from

a head office, clearly. Xercise4Less don't let you cancel

online but what about you signing up? You will not be surprised to

hear that the process was entirely painless, a few minutes on the

website and we have joined up. Cancelling a gym membership should

not be difficult. It was easy enough to join, why is it so difficult to

cancel? If a customer knows how difficult it is to cancel, it may

have affected their decision to join the gym. In terms of the

cancellation process, what have Xercise4Less done wrong? They have

not acted with reasonable care and skill. In layman's terms it means

don't mess it up. Xercise4Less have messed it up.

Xercise4Less have apologised unreservedly to Leanne, Jonathan,

Dean, Sarah and Stevie - and given them all full refunds.

The company accepts it occasionally makes mistakes but it has a quarter

And it says it takes pride in how clear and transparent its

cancellation terms and conditions are and constantly reviews them to

Now, the Hudl 2, Tesco's no-frills tablet.

It launched just over a year ago claiming to be 'Bigger,

However, last week Tesco announced it was being discontinued.

By the pricking of my thumbs, something wicked this way comes.

We're the the three witches from Macbeth.

Hudl, Hudl, toil and trouble, fire burn and cauldron bubble.

And the Hudl's problems don't stop there.

We've heard from 65 Hudl owners who all say

their tablets mysterious cracked while they were on charge.

Not when you hear what Tesco said to its customers.

They told customers the glass they use is incredibly

strong, that the damage must have been caused by the owners

and that they would have to pay up to ?79 to get their devices fixed.

Pretty steep considering the Hudl retailed at just ?99.

This is where the plot thickens.

We contacted the company that makes the glass,

They told us that although the glass is extremely

strong, "Tesco are aware of these failures and it has been discussed

We put this to Tesco and they told us only a very small number

of customers have contacted them about the durability of the Hudl

screen and the majority of these have been due to accidental damage.

They also say they carried out an investigation with

their touchscreen provider which concluded there wasn't fault

So that means some screens have cracked, even though they

Tesco say only it's only a tiny number and insist there isn't

Well, fair is foul and foul is fair.

We're not sure the numbers are so tiny.

So if this has happened to you, get in touch and tell us your story.

And if you think you know what might be causing these mysterious

cracks, we'd be interested to know what you think.

Super, thank you. Off you go. Go! Go!

The spell is about to be broken for Mark Whitfield of Derby Car Centre.

He's ignored the warnings he's had about sorting out his business,

and we've bought a car which shoudn't be anywhere near the road.

That means we're on the road for a head-on collision.

We bought a Peugeot 407 from Derby Car Centre, for just short of

?2,000. But the expert found out it had dodgy brakes and suspension and

would cost ?2,500 to fix up. That is not right, is it? So we are in Derby

but there is a problem. I don't feel comfortable driving the car. Yet we

have to get it back to Derby Car Centre to get our money back. I tell

you what we need... A trio of Victorian strongmen. Take it away,

gentlemen! They have fully warmed up, our Victor yen musclemen, so

they can now push the car bark to the Derby Car Centre. In the

meantime, I have to catch up with the boss, Mark Whitfield.

We have worked out the problem with your business, you. You are the

threat to the enforcement order in place for the cars we bought from

you. And remember this that was handed over? The MOT was done the

same day it was taken to you it failed.

It has a fuelling problem. Is it failed? It is. As you know,

from the motoring industry, an MOT is not a motoring certificate it

does not devolve the problem, that is you, from handing over the

certificate, and this clearly shows that it is not road worthy. We have

had it driven by an expert. I don't want to drive it again. When you

sell a car, an MOT does not say it is road worthy. It is not a

guarantee of road worthiness. That car has been MOTTed,

road-tested by a qualified engineer. He is not doing it properly. It is

your responsibility. You don't seem to grasp it.

I do. It is not fit for purpose. In a

satisfactory condition. You have breached that order.

It is a 122,000 miles car. If people have a problem, we are there to look

after them. I don't accept without having my opportunity to check it,

that you are correct in what you are saying.

The blue BMW you driving is not taxed.

It has come in a few days ago. You have been driving it a few days

ago. I need a drink. I want to have the

debate with you it is important. Of course. You sold us a car that is

not fit, not satisfactory. It breaches the ah order here. You have

said you have had a clean out of the business, there is only a person to

clean out, that is you. You need a P 45 from your business, to sort it

out. I go to massive lengths to sort the

cars out. If it has done 122,000 miles, it is 11 years of age, there

will be areas of wear on a car. Let me have a drink it goes in for a

check over. If they are happy with the cars going out, I am.

I would like to MOT that and get another opinion.

We have had two on it already. We have had an independent check. We

are happy with the level of evidence. We are not happy with the

quality of the cars coming from this joint. Whatever the checks you are

doing, they are not working. I am doing all that I can to check

on the vehicles it is difficult to make an 11-year-old, 122,000 mile

car, brand new. That is impossible. Not new, safe. What is an MOT not? A

certificate of road worthiness? Thank you.

Thank you for your time. Thank you. Well, I got a little distracted. I'm

sure that there is something to do. Ask for your money back.

That's it. We need the money back.

We have to inspect the car. We want to get the money back at the

end of this. Do you get much of this? Customers ask for their money

back? It depends. It looks like we will not get the

money back. You are just trying to sell the TV.

Go on. We are happy with the evidence. If

you are not prepared to take that... You are disrupting the business.

OK, Mark. Let's get this car out of here, trio of Victor yen --

Victorian strong men. There we are, Derby Car Centre, Mr

Mark Whitfield. A taste of what you can expect as a customer and if

things go wrong with your Derby Car Centre car. Just a word... Guys, if

you buy a car from here, check it out.

Derby Car Centre sell over 100 cars a month

So to be clear, that's five out of every 100.

They say our cases are older budget cars that

And they've given Tanya a full refund.

Before they sell a car they have it MOT'd and inspected

by independent, approved garages, often spending hundreds of pounds

bringing the car up to a roadworthy standard, and releasing those cars

They say these garages dispute our findings.

And they are working to the strict guidelines set out

If you're thinking of buying a second hand car this weekend, you

But here's a face you might like to bookmark - its Mark Whitfield of

On the Zafira B story. Lynn said they had a Zafira booked in but they

cancelled. And Sharon says: Come on Vauxhall, you are not recalling the

Zafira, how many must caught up fire now. Does a life have to be lost?

And the computer expert, they were called. They got threatening. Also

we had a call from someone pretending to be from TalkTalk, they

And, of course, keep sending us your stories and tip-offs.

Just go to our website and click on where it says 'send your story'.

You can of course write to us as well.

Have you been left confused by the new pension rules?

Get in touch if you've got a question.

Undercover at Kwik-Fit - charging you for things you don't

And Amazon blocking people's accounts just for sending

That's next Thursday at our usual time of 8.00pm.

Until then, from all of us here, goodnight.

Hello, I'm Elaine Dunkley with your 90-second update.

A 16-year-old boy's been charged over the death of Bailey Gwynne.

He was stabbed at a school in Aberdeen yesterday.