:00:00. > :00:08.Tonight - after what we found in the ice at those coffee shops,
:00:09. > :00:13.you asked us to check out the best-known fast food chains, too.
:00:14. > :00:15.And what's turned up this time is even worse.
:00:16. > :00:20.So, why are so many big names getting basic hygiene wrong?
:00:21. > :00:40.This is Watchdog - Live - and on your side.
:00:41. > :00:45.Hello, welcome to Watchdog, live for the next hour,
:00:46. > :00:50.tackling more of the topics you've told us matter to you.
:00:51. > :00:52.Thanks to everyone who's been in touch.
:00:53. > :00:55.Whether it's slow broadband, dodgy smart meter installation
:00:56. > :00:57.or being separated on a flight, you're not only tipping us off,
:00:58. > :01:00.but also helping us to keep pushing for results.
:01:01. > :01:01.One name in particular keeps popping up.
:01:02. > :01:05.Yes ? Volkswagon, we're looking at you.
:01:06. > :01:08.Every day, more Watchdog viewers say they're experiencing the same issues
:01:09. > :01:12.we revealed last week - sudden power loss at critical moments.
:01:13. > :01:14.And yet the company still seems to be stalling.
:01:15. > :01:22.On tonight's Rogue Traders - a nationwide car servicing company
:01:23. > :01:25.whose own staff say that to work there, you've got to leave your
:01:26. > :01:29.It's got a reputation for being Britain's worst
:01:30. > :01:32.mobile phone provider, especially for customer service.
:01:33. > :01:35.And you'll understand why, when you hear the impact of some
:01:36. > :01:49.Nobody at Vodafone seems to be fazed by the fact that this has cost us
:01:50. > :01:56.thousands of pounds in rent. Nobody at Vodafone seems to be bothered.
:01:57. > :01:59.With us tonight, more people whose mobile phone companies
:02:00. > :02:13.And Juliet is here to answer your questions on our Facebook page.
:02:14. > :02:15.She'll be answering your questions on our Facebook page
:02:16. > :02:20.But that's not the only way to get in touch, is it, Nikki?
:02:21. > :02:22.We love hearing your comments on all our stories,
:02:23. > :02:23.so please email us at watchdog@bbc.co.uk.
:02:24. > :02:25.And of course, we're also on Twitter - @BBCWatchdog.
:02:26. > :02:28.All the messages you send us come straight through to
:02:29. > :02:34.And there's one story tonight that I'm sure is going to get a big
:02:35. > :02:37.reaction, and it's to do with the noise levels of some
:02:38. > :02:43.Yes, some of them are way louder than the experts say is safe.
:02:44. > :02:45.So to investigate - we called in a fella,
:02:46. > :02:48.who it's fair to say is on the rather loud side himself.
:02:49. > :02:51.Actor Brian Blessed has been testing out just how noisy some
:02:52. > :02:58.Wait till you see what they found out about hair dryers.
:02:59. > :03:02.Who could forget what we found in the ice at those
:03:03. > :03:05.Well, our swab mob's been at it again.
:03:06. > :03:29.Our investigation into coffee shop hygiene earlier in the series had a
:03:30. > :03:34.huge impact. The chains all promised immediate action, but following our
:03:35. > :03:39.report, a number of you got in touch with suspicions that other food
:03:40. > :03:43.venues might all have a problem with their ice. Many of you raised
:03:44. > :03:48.concerns about the fast food industry, in particular. As ever,
:03:49. > :03:53.you lead our investigation, so we sent our team to fast food
:03:54. > :04:01.restaurants to put them to the test. Our swab mob team tested the top
:04:02. > :04:04.three fast food chains where staff members serve ice, McDonald's,
:04:05. > :04:09.Burger King and KFC. On average, we eat more than 100 fast food meals
:04:10. > :04:15.each per year. With an estimated 50,000 outlets across the UK, you're
:04:16. > :04:18.never far from a familiar sign. We tested ice front-end branches of
:04:19. > :04:23.each chain and sent them straight off to our laboratory for analysis.
:04:24. > :04:26.We took all these samples after our first investigation hit the
:04:27. > :04:30.headlines, so you might have thought the chains would have checked to
:04:31. > :04:38.make sure their ice hygiene was up to scratch. I have set up my own
:04:39. > :04:46.pop-up watchdog fast food restaurant. And I've invited back
:04:47. > :04:49.Tony Lewis from the Chartered Institute Of Environmental Health.
:04:50. > :04:56.Lovely to see you. Here we are again. And given what we found out
:04:57. > :04:59.last time, what are your thoughts? I would have hoped that businesses
:05:00. > :05:03.across the country producing ice drinks would have stepped up and
:05:04. > :05:06.looked at the results and made sure that their ice machines were clean.
:05:07. > :05:14.Well, let's have a look at what we found. We tested our ice for
:05:15. > :05:20.indicators of faecal contamination, the kind we found in nearly half of
:05:21. > :05:29.our coffee shop ice samples. Tony, remind us what is an acceptable
:05:30. > :05:31.level? In ice, none. And Defra, the government department which sets
:05:32. > :05:36.water standards, agrees. The safe limit for these is zero in drinking
:05:37. > :05:44.water. But unfortunately, we found these again in our samples, and not
:05:45. > :05:49.just in one or two. First, McDonald's. Out of ten stores
:05:50. > :05:54.tested, we found traces of these coliforms in three out of the ten
:05:55. > :05:59.ice samples. You have got traces of coliforms, they should not be there.
:06:00. > :06:04.In Burger King, we found coliforms in six out of ten ice samples. And
:06:05. > :06:11.four of those contained significant quantities. That's more of a worry.
:06:12. > :06:16.They are or worry, it is just a matter of the level of risk! And
:06:17. > :06:20.finally, KFC, where we found these coliforms, which let's not forget,
:06:21. > :06:23.are indicators of faecal contamination, in seven out of ten
:06:24. > :06:28.samples, five of them in significant want it is. So across all of our
:06:29. > :06:32.samples, more than half came back positive for coliforms which are
:06:33. > :06:38.indicators of faecal contamination. So in fact, a higher number than we
:06:39. > :06:46.found in coffee shops. Tony, it's everywhere, isn't it? More than half
:06:47. > :06:49.our samples! Yes, it is, extremely worrying. What is the most likely
:06:50. > :06:55.cause? When we're finding these sorts of numbers, you have to look
:06:56. > :06:58.at the people making the ice, handling the ice, which they then
:06:59. > :07:01.transferring to customer Paul Cullen streaks. And you have to look at the
:07:02. > :07:09.machines themselves, are they being kept clean? It can, the risk is low
:07:10. > :07:12.but it is still unacceptable. I would be particularly concerned if
:07:13. > :07:17.you are a vulnerable person, if you are compromised in any way. Then you
:07:18. > :07:21.are at a greater risk of being ill as a result of consuming drinks with
:07:22. > :07:29.this high-level of coliforms. You don't expect that from an ice drink.
:07:30. > :07:32.Definitely not. We found this in two different industries now, do you
:07:33. > :07:36.think this is bigger than we thought? It may well be. We have
:07:37. > :07:39.looked at coffee shops, we have now looked at fast food restaurants. Is
:07:40. > :07:44.it elsewhere? The likelihood is that it is. I've also invited along some
:07:45. > :07:48.watchdog viewers to see what they make of our results, including Tom
:07:49. > :07:56.Brady, who suggested taking a closer look at the fast food chains. Now,
:07:57. > :07:59.Tom and Amber, I know you wrote into the programme, Tom, to tell us about
:08:00. > :08:04.your concerns about fast food chains. So, in the high street
:08:05. > :08:08.chains we looked at, one of them had coliforms in three out of ten, the
:08:09. > :08:13.other six out of ten, and the other, seven out of ten. That's quite
:08:14. > :08:18.alarming in to think that it is as high as that is really, really not
:08:19. > :08:22.nice to hear. And when we told some more burger loving viewers, well,
:08:23. > :08:28.they were disgusted. Does this make you worry generally about hygiene? I
:08:29. > :08:32.think this is the tip of the iceberg, could it spread to other
:08:33. > :08:39.things? This is 2017, it's incredible! I would probably choose
:08:40. > :08:43.now not to get a drink with ice in it. That is a bit of a surprise to
:08:44. > :08:47.me, I did not expect that. It is not something you really think about.
:08:48. > :08:52.And this leaves us with one serious question. Are the authorities doing
:08:53. > :08:57.enough when it comes to protecting us against dodgy ice when we eat
:08:58. > :09:01.out? Well, one environmental health department was so concerned by our
:09:02. > :09:07.report on coffee shop hygiene, they took immediate action. The team at
:09:08. > :09:11.Jersey environmental health went out to coffee shops on the island that
:09:12. > :09:17.same day to take samples of ice for testing. We are here to protect
:09:18. > :09:21.people from anything which might affect their health, and clearly if
:09:22. > :09:25.there is a suggestion that ice in coffee and things is a problem, we
:09:26. > :09:30.need to check that. The samples they tested came back clean. But
:09:31. > :09:35.following our report, they now intend to make ice testing. Regular
:09:36. > :09:39.part of their inspections. My boss has said that we will be checking
:09:40. > :09:44.public houses, my clubs, bars and restaurants and it will become a
:09:45. > :09:48.regular feature. So, isn't it time all authorities across the UK did
:09:49. > :09:53.the same and made sure the ice we are served is fit to drink?
:09:54. > :09:57.Well, all three chains have told us about their procedures for the safe
:09:58. > :10:00.management and handling of ice, from inspections and cleaning,
:10:01. > :10:02.They've stressed they'll be reinforcing those
:10:03. > :10:06.KFC, where we found the most bacteria, said it is shocked
:10:07. > :10:08.and extremely disappointed by our results, and it immediately
:10:09. > :10:10.shut down the ice machines in the restaurants affected
:10:11. > :10:12.to conduct a thorough clean and inspection.
:10:13. > :10:16.And it says that to reassure customers, it's also inspected
:10:17. > :10:19.and cleaned the ice machines in all 890 of its other
:10:20. > :10:25.Burger King told us cleanliness and hygiene are its top priority,
:10:26. > :10:27.and it's taking this as an opportunity to ensure all
:10:28. > :10:32.And McDonald's, whose ice came out best in our tests,
:10:33. > :10:35.was also the one that sent us the most detail on its
:10:36. > :10:40.It has reiterated that the bacteria we found there didn't include
:10:41. > :10:44.e-coli, which is the most reliable indicator of faecal contamination.
:10:45. > :10:47.But it says it would welcome the introduction of an agreed
:10:48. > :11:06.Are you worried about these results? Yes, it is worrying, it was the
:11:07. > :11:11.coffee shops, and now it is the fast food chains. When you go in for an
:11:12. > :11:14.ice cold Creek, you do not expect it to have these coliforms in it, these
:11:15. > :11:19.indicators of faecal contamination. What would you do if you were a boss
:11:20. > :11:23.of a fast food restaurant? It is all about hand washing. We know that
:11:24. > :11:27.people are told to wash their hands, but are they taught how to do it?
:11:28. > :11:31.When we have medical students in the hospital, we teach them how to wash
:11:32. > :11:34.their hands, and if they get it wrong, we make them do it again and
:11:35. > :11:43.again. It's not clear how much of that is going on in these places.
:11:44. > :11:45.But how much do you police it as well? They say they are doing the
:11:46. > :11:48.training, so how can you make sure that the bill are washing their
:11:49. > :11:50.hands properly? Well, one thing we do when we're teaching kids in the
:11:51. > :11:53.museums, at the university in Liverpool, we have a programme with
:11:54. > :11:57.the local Science Museum, and we put on this glow gel stuff and then they
:11:58. > :12:01.wash their hands, and you can show them with UV light where they have
:12:02. > :12:05.missed. You can get kits like this for about ?40, so this is something
:12:06. > :12:09.maybe some of these stores should be considering. So you have some kind
:12:10. > :12:14.of machine where you can see whether you have actually got stuff on you?
:12:15. > :12:17.It would not work quite like that, this would be when you're training
:12:18. > :12:21.them. At the moment there is nothing that you could use routinely every
:12:22. > :12:24.time people wash their hands. And what about the authorities, do you
:12:25. > :12:28.think we will see more testing? Clearly it is not currently part of
:12:29. > :12:32.the way environmental health routinely operates when checking
:12:33. > :12:35.premises out of. But we've heard one environmental health authority is
:12:36. > :12:37.interested in doing that, and maybe this is something which will become
:12:38. > :12:41.more widespread. Thank you very much for your time.
:12:42. > :12:46.Now on Rogue Traders, we've talked before about the difference
:12:47. > :12:50.Engineers are there to tell you the truth about your problem
:12:51. > :12:53.and then fix it in the best and cheapest way possible.
:12:54. > :12:57.The more it costs you, the more they make.
:12:58. > :12:59.Now imagine a company that puts a salesman
:13:00. > :13:02.in between you and the engineer you need to fix your car.
:13:03. > :13:33.As a business, Servicing Stop of Enfield could not have had a better
:13:34. > :13:41.start back in 2009. Together, we run the company. We have around 600
:13:42. > :13:46.garages across the UK, carrying out MOT and service and repairs. We are
:13:47. > :13:50.affordable, convenient and we have fixed, transparent costs. On
:13:51. > :13:55.average, we are 30% to 50% cheaper than the main dealer. In fact, their
:13:56. > :14:00.prices seemed almost too good to be true, offering MOT for ?24 and a
:14:01. > :14:03.full service for just ?98 on average. Three dragons offered to
:14:04. > :14:07.invest in the business, with Deborah Meaden making the best offer. But
:14:08. > :14:13.they turned her down! How daft is that?! I have often thought of just
:14:14. > :14:21.coming up with some kind of business proposal so I could be turned down
:14:22. > :14:28.BY Deborah Meaden! Talking of which, this is a mobile phone which
:14:29. > :14:36.exfoliates while you chat! Hi, mum! Deborah, call me... So, the Dragons
:14:37. > :14:40.are out of the picture, but how does the business work? When your car
:14:41. > :14:43.needs a service, instead of calling your local garage, you call
:14:44. > :14:48.Servicing Stop. The company picks up your car and delivers it to a local
:14:49. > :14:53.garage, one of a network they use nationwide. The garage decides what
:14:54. > :14:56.work needs to be done and then submits a report to Servicing Stop.
:14:57. > :15:01.One of their service advisors, who get paid commission, by the way,
:15:02. > :15:04.then pass on to you the good or the bad news. Sadly, it appears that
:15:05. > :15:10.someone in this setup has been misbehaving! And Servicing Stop's
:15:11. > :15:14.bad behaviour starts on its website, which offers customers an incredible
:15:15. > :15:17.60% off main dealer prices IF they book by the end of the day. Except,
:15:18. > :15:20.this offer seems to be available every single day! The clock simply
:15:21. > :15:32.resets! Misleading offers like this are
:15:33. > :15:37.against the law. But Servicing Stop does not stop there. Just ask Chris
:15:38. > :15:46.Owen who got a surprise when he booked his Megara live full Volvo
:15:47. > :15:51.in. -- mega- reliable Volvo. The guy said it would need new tyres. I said
:15:52. > :15:54.how much will it cost me? He said North of ?800. The first
:15:55. > :15:59.notification you get is they have carried out a full service, it will
:16:00. > :16:04.cost more than 800 quid and your car is effectively held to ransom unless
:16:05. > :16:08.you pay that money? It was. Chris refuse to pay the work and instead
:16:09. > :16:18.took his card to a Volvo specialist who carried out the repairs and MOT
:16:19. > :16:22.for nothing like the 800 quid quoted by Servicing Stop. Having got the
:16:23. > :16:27.specialist evidence now, I am really annoyed that they tried to rip me
:16:28. > :16:32.off. It is clearly a rip-off in my layman's head, that they are taking
:16:33. > :16:38.cars in, then ringing you with a list of faults, expecting you to say
:16:39. > :16:42.yes, carry on with the work and get your car back. But how we can -- how
:16:43. > :16:46.can we know for certain that Servicing Stop or up to no good?
:16:47. > :16:50.That they are getting their network of garages to carry out work that
:16:51. > :16:54.does not need doing. If only there was someone in the middle of the
:16:55. > :17:03.process that we could talk to. A garage. Hello, a garage. Simon Webbe
:17:04. > :17:08.is a garage owner who until January did work for Servicing Stop for
:17:09. > :17:12.format three years. He says the company's service advisors kept
:17:13. > :17:16.pressuring him to carry out unnecessary extra work. When I say
:17:17. > :17:26.extras I am talking about predominantly the brake fluid and
:17:27. > :17:33.engine flush. Probably 80% of those. Quite often we would take calls
:17:34. > :17:38.saying they wanted this doing, this doing, and that is when we started
:17:39. > :17:42.to say no, it doesn't need doing. Frequently, we had arguments, big
:17:43. > :17:46.arguments as well, including threats that they are going to take us off
:17:47. > :17:51.the system, to which we responded, go ahead, no problem, because we
:17:52. > :17:59.knew they couldn't get anyone else in the area who would put up for us.
:18:00. > :18:02.Time for us to test this for ourselves by sticking our own car
:18:03. > :18:08.into the machine to see what pops out. Meanwhile... Summon a
:18:09. > :18:14.studentship. Your job, should you choose to accept it, and you do, is
:18:15. > :18:17.defined yourself a role at Servicing Stop of Enfield, and please don't
:18:18. > :18:22.confuse it with other firms who may have the same or similar sounding
:18:23. > :18:31.name, because it will make it hell to do your travel expenses. Now go,
:18:32. > :18:34.you who shall be known as Anna, and find a role in customer services.
:18:35. > :18:41.Find a role she does, and she is making friends already. Pleased to
:18:42. > :18:44.meet you, how are you doing? Good, and yourself? Somewhere there is a
:18:45. > :18:46.link in the chain which is cause enough pain. The Richmond brothers
:18:47. > :18:51.don't seem to have got the message. You can sell, or you can help -
:18:52. > :18:53.blur the boundary - Until you see it,
:18:54. > :18:58.you won't believe it. Now, a cracking result
:18:59. > :19:02.following a story we did last week looking at how fraudsters have set
:19:03. > :19:05.up fake fundraising sites to cash The problem is, it's not
:19:06. > :19:09.very clear to work out who you are giving your money
:19:10. > :19:11.to on some fundraising sites. Last week, we had on our sofa
:19:12. > :19:15.a manager from one of the best-known fund raising sites, JustGiving,
:19:16. > :19:17.who promised to make it much clearer which appeals
:19:18. > :19:19.are from registered charities. Yes, they've made it much
:19:20. > :19:25.simpler now, so when you're on the JustGiving site,
:19:26. > :19:28.you'll be able to see at the top of a fundraising page whether it's
:19:29. > :19:41.a registered charity or just Proper results, good one. Last week
:19:42. > :19:45.there was only one story in town about whether bolts wagon were being
:19:46. > :19:47.straight with their customers, denying a problem when hundreds of
:19:48. > :19:53.you think that there is. Hundreds of you reckon that VW's
:19:54. > :19:56.efforts to fix one problem have Here's a reminder of
:19:57. > :20:03.what we said last week. Volkswagen was found to have fitted
:20:04. > :20:09.some cars were the cheapest device in 2015 to fiddle the results of
:20:10. > :20:18.emissions tests. Over a million cars were affected, not just VW models,
:20:19. > :20:24.but Audis, say ats and Skodas. Lisa Jones is one of hundreds of Watchdog
:20:25. > :20:30.viewers to say her car has never been the same since having a fixed
:20:31. > :20:34.done. Several times her VW Passat has lost power and gone into limp
:20:35. > :20:41.mode. We would go and see Premier League darts. Going up the M5, the
:20:42. > :20:45.card has died. Limp mode. As Lisa took her car over to the hard
:20:46. > :20:51.shoulder, a lorry crashed into the back of it. It was, oh my God, we've
:20:52. > :20:58.been hit by a lorry. From the boot to the passenger door was pretty
:20:59. > :21:05.much crumpled in. If I wasn't as quick to react, it could have been a
:21:06. > :21:10.lot worse. A lot, lot worse. When Lisa contacted VW, the company stuck
:21:11. > :21:15.to what has become a familiar line. There was no connection between what
:21:16. > :21:18.happened and the software fix. But MP Louise Ellman, who chaired a
:21:19. > :21:25.transport select committee into the emissions Campbell, told us she did
:21:26. > :21:29.not think that could be true. This is simply outrageous. This is not
:21:30. > :21:33.fixed that works. It is creating more problems. VW should stop
:21:34. > :21:37.denying the problem they have created and put things right.
:21:38. > :21:40.Well, many hundreds more of you have been in touch on that story
:21:41. > :21:45.Or you're just not convinced by what Volkswagon is saying.
:21:46. > :21:48.Yes, it's hard to know which comments to read out -
:21:49. > :21:51.You've been telling us about near misses with lorries
:21:52. > :21:54.and tractors after going into limp mode ? that's when your car can
:21:55. > :22:06.Robert Prince told us he had the fix in December but within a few weeks
:22:07. > :22:10.it was breaking down and going into limp mode repeatedly. He says his
:22:11. > :22:14.car is not performing as well as it was before the fix and when he told
:22:15. > :22:20.his VW dealership, they said they had never heard of the issues
:22:21. > :22:25.before. That is scary. It is also garages who have been getting in
:22:26. > :22:29.touch. Couple of independent dealers have been in touch. One said when
:22:30. > :22:33.they first had customers they thought it was just isolated cases
:22:34. > :22:36.but as time goes on they think there is a pattern relating to the fix
:22:37. > :22:43.software. The fix is free, but you don't
:22:44. > :22:46.have to have it, do you? No, it's not compulsory - and quite
:22:47. > :22:49.a few of you have told us you've changed your mind about having it
:22:50. > :22:52.after seeing our report. Others like Tim Sheppard wish he'd
:22:53. > :22:54.known it was optional. Tim says all of the documentation he
:22:55. > :22:58.saw made it look like it was Well, the cases are mounting up,
:22:59. > :23:01.but VW's not budging. It still says its fix
:23:02. > :23:03.has no adverse impact, does not cause or increase
:23:04. > :23:06.the incidence of limp mode occurring, and there
:23:07. > :23:08.is no systemic problem. But it's again said that anyone
:23:09. > :23:16.concerned should get in touch. Why hairdryers could be
:23:17. > :23:19.damaging your hearing. We sent shy and retiring actor
:23:20. > :23:33.Brian Blessed to investigate. And in 24 hours, you mustn't use it
:23:34. > :23:38.more than two minutes. To dry your hair? Two minutes?
:23:39. > :23:41.If you're considering buying a house, maybe
:23:42. > :23:45.thinking about is speaking to your mobile phone provider.
:23:46. > :23:58.If you're a Vodafone customer, it could make all the difference.
:23:59. > :24:04.Since its launch in 1984, Vodafone has always had a knack for
:24:05. > :24:12.generating headlines. It boasts the first mobile phone call made by a
:24:13. > :24:18.member of the public, 1p wise, to be precise in 1985. It was the first
:24:19. > :24:22.company to launch date and tech services. But recent headlines have
:24:23. > :24:27.not been so positive. Vodafone has been by far the most complained
:24:28. > :24:32.about mobile phone network, according to official stats. In May
:24:33. > :24:36.this year Vodafone announced losses of over ?5 billion. This coming just
:24:37. > :24:43.months after the regulator Ofcom handed it one of the biggest ever
:24:44. > :24:48.finds for a telecoms company. The company was forced to pay out a
:24:49. > :24:53.staggering ?4.6 million, for misleading customers on
:24:54. > :24:57.pay-as-you-go contracts, and mishandling complaints. But Ofcom
:24:58. > :25:00.dropped its investigation into billing problems for those on
:25:01. > :25:07.monthly contracts, saying the level of harm appeared to have been
:25:08. > :25:11.relatively low. It seems that not although differing customers agree.
:25:12. > :25:15.You have been telling us the issues with Vodafone contracts could be
:25:16. > :25:20.causing much more harm than just incorrect bills, even if you have
:25:21. > :25:23.done nothing wrong. I have come to Staffordshire to meet Eleanor
:25:24. > :25:27.Murray. She and her partner Joe paid a terrible price for a mistake made
:25:28. > :25:32.by Vodafone which ended up scuppering their dream of buying a
:25:33. > :25:34.new home. We put an offer in and the offer was accepted which was
:25:35. > :25:50.fantastic. We were really excited to move in. Then
:25:51. > :25:53.we went to apply for the final part of the mortgage and we were told
:25:54. > :25:55.that the mortgage application had been declined. We were really
:25:56. > :25:57.confused. We checked through a couple of different credit Chequers.
:25:58. > :26:01.Then one showed that Joe had been receiving a default from Vodafone.
:26:02. > :26:04.Vodafone had continued to charge the couple for an account he had failed
:26:05. > :26:12.to counsel when he upgraded the phone. They found that default on
:26:13. > :26:17.Joe's credit rating. They had not received any bills until then. As
:26:18. > :26:25.the couple soon realised, your credit record is like your financial
:26:26. > :26:29.CV. If you miss a payment, the company can put a black mark on your
:26:30. > :26:35.record. Vodafone put this black mark on your credit record -- Vodafone
:26:36. > :26:40.put this black mark on their credit record even though they did not owe
:26:41. > :26:44.the company any money. What was this house like? Was gorgeous. Easy to
:26:45. > :26:48.get to my parents and his parents. It was everything we were looking
:26:49. > :26:53.for. Then someone ousts with dinner and bought it after it was declined
:26:54. > :26:58.for us. Vodafone gave them ?50 compensation and took the black
:26:59. > :27:03.marks of their credit record by but by then it was too late, the house
:27:04. > :27:08.had gone. Eleanor says they have lost out far more because they have
:27:09. > :27:13.been stuck paying rent rather than paying a mortgage. How do you feel
:27:14. > :27:18.you have been treated by Vodafone? Nobody Vodafone seems to be fazed by
:27:19. > :27:26.the fact that this has cost us thousands of pounds in rent. Nobody
:27:27. > :27:29.at Vodafone seems bothered. We have been contacted by other customers
:27:30. > :27:34.who say the company's mistakes have had a huge impact on their credit
:27:35. > :27:37.scores and their lives. Laura from Edinburgh cancelled her Vodafone
:27:38. > :27:43.contract in October 2015 but the company carried on trying to take
:27:44. > :27:47.payments. She also had a mortgage application cancelled after Vodafone
:27:48. > :27:54.placed black records on her record. And Louise and Mike Jennings from
:27:55. > :27:57.crew contacted us after finding that Vodafone had put black marks on
:27:58. > :28:01.their record. The company had mistakenly opened a sub account in
:28:02. > :28:05.their names. Most people we have spoken to have convinced Vodafone to
:28:06. > :28:09.remove the black marks on their record but others have had a much
:28:10. > :28:13.bigger struggle. Sue Cook from Weymouth held three Vodafone
:28:14. > :28:19.accounts for herself and family members. Vodafone failed to properly
:28:20. > :28:23.processed a contract cancellation in 2015, and since then, Sue has
:28:24. > :28:28.received dramatically increasing bills each month that nobody at the
:28:29. > :28:33.company seems able to explain. Irbil now stands at over ?2000, and
:28:34. > :28:40.despite her best efforts, Vodafone still cannot tell her why. Vodafone
:28:41. > :28:44.customer service is, there isn't one. It is not being handed to a
:28:45. > :28:50.particular department to be handled professionally. Sue has desperately
:28:51. > :28:55.been trying to resolve this with Vodafone. The company has now
:28:56. > :29:01.started recording miss payments on her credit file and passed her
:29:02. > :29:05.details to the debt collection agency. I went into a mother Leave
:29:06. > :29:12.another mobile phone provider to get a contract phone and I was declined.
:29:13. > :29:17.I was shocked. I thought the only people who could have done this to
:29:18. > :29:25.me was Vodafone. Sue's credit score dropped down to 190 from 999. This
:29:26. > :29:31.is affecting her plans for the future. My desire is to downsize. I
:29:32. > :29:36.would like to move to something smaller. I know this is going to
:29:37. > :29:41.have a big impact on this. They do stringent credit checks now. This
:29:42. > :29:46.has put a hold on everything. Just something as small as a mobile phone
:29:47. > :29:51.has escalated to have an impact on my credit score to be able to move
:29:52. > :29:56.home. This has left me feeling very anxious and upset, and I just don't
:29:57. > :30:02.know what the next step is going to be. It is the unknown now. Sleepless
:30:03. > :30:04.nights may be for a little while longer. I just need this all to come
:30:05. > :30:13.to an end. From the cases we have seen, it
:30:14. > :30:19.seems Vodafone can be incredibly fast to put back marks on a
:30:20. > :30:24.customer's records, even when the case in question is very much in
:30:25. > :30:29.dispute. How do mobile phone providers measure up against other
:30:30. > :30:34.service providers? Mobile phone providers on the worst performers in
:30:35. > :30:42.our experience when it comes to debt collection in the UK. The things we
:30:43. > :30:45.see include a debt being referred to a debt collection agency before all
:30:46. > :30:50.of the avenues on the investigation have been exhausted by the company.
:30:51. > :30:57.So one thing we are calling on mobile phone companies to introduce
:30:58. > :31:01.is a blanket rule that says, if a dispute has been reasonably raised
:31:02. > :31:05.by a customer about their bill, that all debt collection activity will be
:31:06. > :31:11.suspended until that dispute is work out. When the impact of its billing
:31:12. > :31:14.errors can be so four, shouldn't Vodafone be quicker at putting
:31:15. > :31:16.things right so that customers don't end up paying so heavily for ITS
:31:17. > :31:21.mistakes? Vodafone told us it is sorry
:31:22. > :31:24.that its service to these customers wasn't significantly better and says
:31:25. > :31:26.that since 2015 it has invested heavily in upgrading systems,
:31:27. > :31:28.improving employee training, and recruiting 2,000 additional
:31:29. > :31:31.customer service roles. It says these changes have
:31:32. > :31:34.significantly improved customer service, but it will continue
:31:35. > :31:55.to drive improvement. We have us with us Juliette,
:31:56. > :31:59.telecoms barrister. And we have also gotten Aqib, what is happening with
:32:00. > :32:03.your phone? My contract ended briefly years ago, it was under my
:32:04. > :32:08.dads name, and it was continuing to be built, and it is affecting my
:32:09. > :32:15.dad'scredit score. How popular is that making you in the house? Not
:32:16. > :32:18.very! How do you resolve that? You should contact your network
:32:19. > :32:22.provider, you should ask them if they are prepared to resolve the
:32:23. > :32:26.dispute, ask them for a deadlock letter which immediately invokes
:32:27. > :32:30.alternative dispute resolution procedure, which would then result
:32:31. > :32:34.in the matter being dealt with. Alternative dispute resolution, a
:32:35. > :32:39.very good way to go, to take it out of your hands, and the hands of the
:32:40. > :32:49.provider. Fantastic. We have also been contacted by customers of EE
:32:50. > :32:55.and Three on Anglesey, what has been happening? We had five weeks with no
:32:56. > :32:58.signal on the island, it was not ideal for us, with Alison expecting,
:32:59. > :33:04.paying ?20 per month for the contract. We want to make sure that
:33:05. > :33:09.we have the right compensation. Absolutely, so, contracts and
:33:10. > :33:15.coverage, Juliette, what happens with compensation from these guys?
:33:16. > :33:19.Again, there are broad obligations to provide collectivity on a
:33:20. > :33:23.national basis. In this instance again, if you're unhappy with the
:33:24. > :33:27.way they are trying to resolve the dispute for you, then you can raise
:33:28. > :33:32.the dispute resolution procedure with them. They should offer you
:33:33. > :33:40.compensation first normally, in these circumstances. We put your
:33:41. > :33:43.situation to Three, and EE, who both apologise and say they will consider
:33:44. > :33:48.compensation on a case-by-case basis. If you have any mobile phone
:33:49. > :33:51.contract questions, Juliette will be answering them throughout the show.
:33:52. > :33:54.Just head to the watchdog page on Facebook.
:33:55. > :33:59.Next, back to Rogue Traders - and a glorious start on Dragons' Den
:34:00. > :34:01.should have meant great things for Servicing Stop, business baby
:34:02. > :34:05.But they turned the Dragons down, and now a raft of customer
:34:06. > :34:08.complaints has us asking where it all went wrong?
:34:09. > :34:10.We're about to put our finger on exactly where,
:34:11. > :34:21.Seems like the Dragons narrowly avoided getting burnt.
:34:22. > :34:27.Stooge and is undercover at the headquarters of Servicing Stop in
:34:28. > :34:32.Enfield. Meanwhile, we booked in our favourite stooge car in for a
:34:33. > :34:37.service and MOT, and they quoted us ?96. But this is no ordinary car. It
:34:38. > :34:42.has been checked top to bottom by the best testers in town, MOT tester
:34:43. > :34:46.Mike O'Sullivan and automotive engineer assessor Mark Brownto check
:34:47. > :34:49.out whether Servicing Stop do a proper service, they leave a few
:34:50. > :34:53.wheel nut lives and tyre pressure is low. Apart from that, they reckon
:34:54. > :34:59.our car doesn't need of thing doing to it. ?496 there should not be any
:35:00. > :35:02.additional costs on top of that. They should not find anything else,
:35:03. > :35:10.the vehicle should be OK. Crystal clear. Servicing Stop collect the
:35:11. > :35:11.car, and we await the good news. The guys in the workshop have given us
:35:12. > :35:33.their report. What?! How much?! And Servicing Stop
:35:34. > :35:39.make it clear that the work NEEDS to be done. It is essential for the
:35:40. > :35:45.running of the car? Yes. Because obviously, if the fuel filter gets
:35:46. > :35:53.blocked up, you will end up with the vehicle lacking power, emissions
:35:54. > :35:56.will be too high, worst-case attention in breaking down. Breaking
:35:57. > :36:01.down, the very next day? This sounds serious! There is no reason why the
:36:02. > :36:07.car should break down if that fuel filter wasn't changed. OK, that's
:36:08. > :36:12.not serious, then. And remember what they said when they turned down the
:36:13. > :36:17.Dragons... On average, we are 30% to 50% cheaper than the main dealer.
:36:18. > :36:21.Well, not today. Because they charge a whopping ?77 for the fuel filter,
:36:22. > :36:27.and ?54 for the other treatment. The fuel filter is twice as expensive as
:36:28. > :36:30.the main agent would charge. And the fuel treatment, four times as
:36:31. > :36:35.expensive. And win our experts kept the vehicle back, they did the basic
:36:36. > :36:40.safety checks, and they could tell they had not been properly done. It
:36:41. > :36:43.surprises me that they have not carried out such fundamentally
:36:44. > :36:46.important work, like taking the wheels off to check the brakes, and
:36:47. > :36:51.checking the tyre pressures is the most basic job on a service. So,
:36:52. > :36:56.they carried out repairs we didn't need, they overcharged and gave us a
:36:57. > :37:04.shoddy service, leaving our car in a potentially dangerous state. Great
:37:05. > :37:07.job, guys! Time, then, for stooge and to find out what's going on at
:37:08. > :37:12.Servicing Stop headquarters. Watching on to give his opinion is
:37:13. > :37:16.Mark, a commercial and business lawyer with 25 years experience in
:37:17. > :37:22.the field. First up, Anna notices that almost every customer is
:37:23. > :37:25.charged an extra ?24 plus VAT for synthetic oil, or as Servicing Stop
:37:26. > :37:42.describe it, specialist oil. But just how specialist is it?
:37:43. > :37:51.Not specialist, then. What does Mark think going how specialist is it? It
:37:52. > :37:53.is actually illegal to be misleading, or to put something
:37:54. > :37:59.across to a consumer in a misleading way, when in fact, it is not really
:38:00. > :38:03.specialist, is it? We are still wondering why our stooge car got
:38:04. > :38:07.such a shoddy service. Anna is in customer services, so we need
:38:08. > :38:11.another stooge, Mick to find out where to send our cars too. To be
:38:12. > :38:13.clear, the company claims it has put in place quality checks with each
:38:14. > :38:41.garage. Google, sounds rigorous! There is nothing wrong with choosing
:38:42. > :38:44.them in a random way, but if they are telling people that they are
:38:45. > :38:48.vetting them, they have to vet them, and they are clearly not. Next up,
:38:49. > :38:52.prices - does Servicing Stop really deliver the unbeatable repair prices
:38:53. > :38:54.it claims? Not according to some of its own workers. Take, for example,
:38:55. > :39:17.a brake fluid change. And it seems Servicing Stop can
:39:18. > :39:21.simply make up the prices as they go along. Just look what we've got hold
:39:22. > :39:26.of. Servicing Stop's own training manual here. It tells staff sales
:39:27. > :39:30.advisors will need to use their own discretion when calculating customer
:39:31. > :39:34.prices. If you put too much on the job, then it won't get agreed. If
:39:35. > :39:44.you put too little, you won't make any commission! Wow! They don't put
:39:45. > :39:48.that on the adverts are! She's unconvinced, I think! That is
:39:49. > :39:52.putting its somewhat mildly. If you're relying on the fact has that
:39:53. > :39:55.you're going to these people because they tell you they will give you a
:39:56. > :39:59.good price, and you're being overcharged! Finally, the claims
:40:00. > :40:02.that Servicing Stop tell customers they need repairs which aren't
:40:03. > :40:08.necessary. Oh, here's a service advisor now! These people never see
:40:09. > :40:30.customers' cars, and yet are on commission to sell extra repairs...
:40:31. > :40:40.Wow! He's effectively saying that there are people in that room who
:40:41. > :40:45.will sell you things you don't need. That's right. The law specifically
:40:46. > :40:49.says that if they try and tell you you need something, a part or
:40:50. > :40:54.service or repair or something, and it's Andrew Kometa illegal. Were it
:40:55. > :40:57.the odd rogue salesperson, it might not be a systemic problem in the
:40:58. > :41:01.company. But by being something which everybody seems to know about,
:41:02. > :41:05.clearly there is a cultural problem there as well. Wow! Dine out! And it
:41:06. > :41:11.is backed up in the Servicing Stop training manual, look! No car should
:41:12. > :41:15.go to payment with just a service, and no advisories on the report.
:41:16. > :41:19.There is always something that can be sold. There it is, in black and
:41:20. > :41:26.white. Staff have to sell you things, even if you don't need them!
:41:27. > :41:29.Even some of Servicing Stop's own staff aren't happy about it. Check
:41:30. > :41:38.out what they say about those devilish service advises.
:41:39. > :41:48.And lots of it, according to this manager.
:41:49. > :41:55.The service care department at Servicing Stop is full
:41:56. > :41:58.of salesmen who are on a mission to make commission.
:41:59. > :42:00.They'll use your car to drive up the bill.
:42:01. > :42:11.We're exacting Meaden's revenge, in around 15 minutes.
:42:12. > :42:16.Shall we talk about what's been happening online? I know my
:42:17. > :42:19.flamingos have caused a bit of a stir! In all seriousness, loads of
:42:20. > :42:24.stuff coming in about the stories we have been talking about? Yeah, as
:42:25. > :42:29.expected, strong reaction to the film on fast food hygiene. This one
:42:30. > :42:34.says, this is horrid. Someone else on Twitter - he's going to be
:42:35. > :42:39.getting his drinks without ice for a while! And a lot of messages about
:42:40. > :42:43.our Vodafone film. Jonathan on Facebook says he had a nightmare
:42:44. > :42:47.after trying to cancel his Vodafone contract, and he's struggling to get
:42:48. > :42:51.the black marks removed from his record, which is stressful. This one
:42:52. > :42:55.says, she had issued with her phone network and credit report and says
:42:56. > :42:58.she has had to get the ombudsman involved to get them removed.
:42:59. > :43:01.Certainly a lot of people concerned about the stories we're talking
:43:02. > :43:04.about. Keep in touch and keep your comments coming in, and we'll have
:43:05. > :43:12.more on all of them a little bit later on. Now, do you recognise that
:43:13. > :43:19.noise? It takes about 50 minutes for me to blow dry this lot! It is hard
:43:20. > :43:23.to hear ourselves over the sound of the hairdryer, but never thought it
:43:24. > :43:27.could actually be damaging your hearing. And it is not the only
:43:28. > :43:38.device which might be too loud. Are obvious choice to investigate is the
:43:39. > :43:42.actor Ram Som - and he's loud! Modern life can be so noisy, it can
:43:43. > :43:47.be hard to find a moment of peace, even in your own home! -- actor
:43:48. > :43:54.Brian blessed. I am not known for being quiet, so I realise my hatred
:43:55. > :43:59.of all things loud is just a bit ironic. From leaf blowers to
:44:00. > :44:04.blenders, it can seem like everything is so much louder than it
:44:05. > :44:08.needs to be. So I want to find out just how loud our appliances are and
:44:09. > :44:14.whether they're actually damaging our hearing. World Health
:44:15. > :44:20.Organisation has set a safe limit for noise at 85 decibels, roughly
:44:21. > :44:24.the sound of disease city traffic. Experts agree that this is a level
:44:25. > :44:28.at which you can listen to any sound for around eight hours without
:44:29. > :44:35.risking harm to your hearing. Anything louder than that means that
:44:36. > :44:40.it is a shorter period of time you can listen without risking damage.
:44:41. > :44:44.So how loud the appliances in our houses and do they keep below this
:44:45. > :44:50.limit? To find out, I've come to meet someone from ample quiet mark,
:44:51. > :44:58.an organisation which encourages manufacturers to produce quieter
:44:59. > :44:59.appliances. It intrigues me, are their maximum noise levels in
:45:00. > :45:11.household appliances? There are no limits in household
:45:12. > :45:16.appliances. It is a grey area. From September for upright vacuum
:45:17. > :45:21.cleaners there is a new limit capped at 80 decibel is. Is there a real
:45:22. > :45:27.danger in the home from all these appliances? If you are repeatedly
:45:28. > :45:30.subjected to loud noises, it has a detrimental affect on your health,
:45:31. > :45:35.your hearing and different stress factors on your body. Poppy is
:45:36. > :45:44.showing me the test she does to find out how loud everyday products are,
:45:45. > :45:46.and the difference between very similar products is astonishing.
:45:47. > :45:53.First, two lenders measured by Poppy with a decibel reader. The first one
:45:54. > :45:58.is 71, a good amount under the 85 decibels safe limit. The second one
:45:59. > :46:03.is much louder. As you can see, these are two very similar products.
:46:04. > :46:08.This one is 91 decibel is. If this one was in the workplace you would
:46:09. > :46:20.have to wear hearing protection, working next to a machine like this.
:46:21. > :46:27.Next, a real bugbear of mine, leaf blowers. We tested every child but
:46:28. > :46:32.it rechargeable model next to a petrol model -- we tested a
:46:33. > :46:40.rechargeable model next to a petrol one. This was incredibly low. That
:46:41. > :46:45.was 97 decibel is. That is roughly the same volume as a jackhammer.
:46:46. > :46:50.Before I left, I couldn't help but to see how I registered on the
:46:51. > :47:07.decibel scale. But it around your ears. OK. Here is my King Lear.
:47:08. > :47:15.King Lear hit 117 decibel is, that is louder than a jet engine.
:47:16. > :47:21.Goodness! That was obviously a bit of fun that damage to our hearing
:47:22. > :47:27.from loud noises in our lives is a worry. If it is regular or
:47:28. > :47:31.prolonged, it can cause permanent damage or hearing loss. It is
:47:32. > :47:38.something which really concerns Watchdog Fila Trevor Bell. He got in
:47:39. > :47:46.touch about concerns about one device which he worries could be
:47:47. > :47:50.damaging his hearing. You had trouble with your vacuum cleaner? I
:47:51. > :47:56.noticed my vacuum cleaner was rather loud. When I looked at the packaging
:47:57. > :48:01.it arrived in, it was 94 decibel which struck me as quite loud. I was
:48:02. > :48:08.concerned about that and wondered if it was likely to affect my hearing.
:48:09. > :48:10.To find out, Watchdog asked Professor Chris Black, an
:48:11. > :48:15.audiologist from the University of Manchester, to work out how long he
:48:16. > :48:19.thinks you can safely use a vacuum like Trevor's without damaging your
:48:20. > :48:26.hearing. He has given me the results. In 24 hours, you can only
:48:27. > :48:34.experience it, it is recommended for four hours, and then it starts doing
:48:35. > :48:38.damage. Goodness. The professor also tested other appliances in Trevor's
:48:39. > :48:42.house and the amount of time they can be used before risking hearing
:48:43. > :48:50.damage was extraordinary. Worst of all, this hair dryer. How many
:48:51. > :48:57.decibels would you guess? 70. It is surprisingly 105 decibels to 108.
:48:58. > :49:03.What? And in 24 hours, you must not use it for more than two minutes. To
:49:04. > :49:10.dry your hair into minutes? I was shocked at that hair dryer results,
:49:11. > :49:13.as were the Watchdog team. We tested five leading hairdryers on the
:49:14. > :49:19.market to see what noise levels they produced. We are using this test
:49:20. > :49:21.mannequin which is fitted with highly sensitive sound monitoring
:49:22. > :49:41.equipment designed to measure decibel is. The Remington and
:49:42. > :49:45.Babylis were the equivalent of an aeroplane coming into land. You
:49:46. > :49:56.should not use it for more than a couple of minutes. Tresemme Power
:49:57. > :50:06.Drive measured even higher at 110 decibels. And the GHD was even
:50:07. > :50:10.louder at 112 decibels. The loudest was the Mark Hill salon professional
:50:11. > :50:14.dryer which registered a whopping 115 decibels when used around the
:50:15. > :50:19.ear. That is the same as the upper limit of a very loud rock concert
:50:20. > :50:25.and just on the verge of the average pain threshold for a person. That is
:50:26. > :50:29.very, very loud. You would not want to be exposed to that for more than
:50:30. > :50:34.a minute every day. You would have to be very careful using this
:50:35. > :50:50.hairdryer. What I find surprisingly is only one
:50:51. > :50:53.of the hairdryers we tested contained any information about
:50:54. > :50:55.decibel levels in its packaging. And none gave any indication about how
:50:56. > :50:58.long it could be used safely. Very few products are required to provide
:50:59. > :51:02.noise information on packaging, just some white goods and cooker hoods.
:51:03. > :51:06.Ask consumers have no idea about the safety use limit which is something
:51:07. > :51:15.our sound expert believes would make a huge difference. There is room to
:51:16. > :51:19.improve the legislation, especially around the labelling. Manufacturers
:51:20. > :51:24.have to be clear about what safe level far for exposure to these
:51:25. > :51:29.devices. It seems everyday household appliances can be far more than just
:51:30. > :51:36.a nuisance. They can also cause real damage. So surely manufacturers
:51:37. > :51:42.should be warning us about this? I love his voice, I could literally
:51:43. > :51:46.listen to that everyday. Gordon's alive. You have got to do it in the
:51:47. > :51:50.voice. I cannot do it! We contacted the manufacturers
:51:51. > :51:52.of the hairdryers we tested. Most of them said they hadn't
:51:53. > :51:54.received any complaints Mark Hill, who had the loudest
:51:55. > :51:58.hairdryer, told us it uses a more powerful AC motor than other brands,
:51:59. > :52:01.but that it comes with 25 different settings, so customers have
:52:02. > :52:03.control over noise levels. And Remington says that
:52:04. > :52:05.as there are no current EU testing standards -
:52:06. > :52:08.it uses recognised US ones. But it does put sound
:52:09. > :52:12.levels on its packaging. Conair, who own Babylis
:52:13. > :52:16.and Tresemme, says it uses rigorous real life testing to make sure it's
:52:17. > :52:18.hairdryers are within And it says that in normal use
:52:19. > :52:23.a hairdryer wouldn't be directed towards the ear for a sustained
:52:24. > :52:25.period of time. Finally, GHD says it's products
:52:26. > :52:29.are independently tested to ensure they comply with health and safety
:52:30. > :52:31.regulations in every country And the one we tested more
:52:32. > :52:42.than meets British standards. Servicing Stop was supposed to be
:52:43. > :52:45.a business model which got your car But it turns out it's not your car
:52:46. > :52:49.that's getting serviced. Their salesmen are making
:52:50. > :52:52.thousands of pounds by lying to you about your car and bump
:52:53. > :53:08.starting the bill Servicing Stop is a company which
:53:09. > :53:12.effectively started on television, on a television programme. They are
:53:13. > :53:15.so proud of that they still advertise it on their website. You
:53:16. > :53:19.would have thought they would want to come on another television
:53:20. > :53:24.programme. After all, that is what we are giving them the opportunity
:53:25. > :53:30.to do, and yet, they don't seem to want to. Maybe because we are not
:53:31. > :53:35.asking in the right way. That is what it is all about. If you're
:53:36. > :53:40.going to invite somebody, then you need to invite them properly. You
:53:41. > :53:45.know, you need to do it in person, with an invitation. Something like
:53:46. > :53:49.this. This kind of ticket doesn't come along very often. They can come
:53:50. > :53:55.on television and explain to everybody, that is you, me,
:53:56. > :54:00.everybody, but they are not running a company which makes up repairs and
:54:01. > :54:07.ripstop their customers. A silver ticket. I am just going to deliver
:54:08. > :54:14.this to Servicing Stop, to Olly and Toby, it is an invitation for them
:54:15. > :54:20.to join us on Watchdog tomorrow night. So you are BBC Watchdog? We
:54:21. > :54:26.are Rogue Traders, part of BBC Watchdog. You can go up there. I
:54:27. > :54:34.have not seen them today. So somebody will take it from us? Can
:54:35. > :54:41.you pass this to Oliver and Toby? I can but they are not here. It is an
:54:42. > :54:52.invitation to come on our programme tomorrow in Manchester. Thank you so
:54:53. > :54:55.much. Well, sadly, the Richmond brothers still declined our
:54:56. > :55:02.invitation. This surely we are not as scary as Dragon 's Den. They did
:55:03. > :55:08.send a statement. They say Servicing Stop works with a network of 1500
:55:09. > :55:11.are just to provide a convenient and cost-effective way of servicing
:55:12. > :55:16.cars. They say they keep customers happy with more than 97th and
:55:17. > :55:23.satisfied last year. They provide a full cost breakdown and there is no
:55:24. > :55:27.obligation for work to be done. They say occasionally problems arrived
:55:28. > :55:32.but when made aware of them, they address them head-on, suspending
:55:33. > :55:36.garages which fall short of their standards. They have visited the
:55:37. > :55:40.garages we went to and offered a full refund. Servicing Stop's
:55:41. > :55:44.lawyers have said we have got it all wrong. They maintain they are not
:55:45. > :55:48.breaking the law, they conduct thorough checks and they do not
:55:49. > :55:52.mislead customers or sell unnecessary parts or work. Well, we
:55:53. > :55:56.would love to hear your experiences with Servicing Stop, either as a
:55:57. > :56:02.customer, a garage or if you have worked there. Incidentally, the May
:56:03. > :56:06.team have reiterated that while the company met all the criteria to
:56:07. > :56:10.appear on the programme, no business decision went ahead and there is no
:56:11. > :56:16.link between the company and Dragon's Den or Deborah Meaden.
:56:17. > :56:19.If you'd like to send a story for us to investigate,
:56:20. > :56:24.you can do it from our website bbc.co.uk/ watchdog.
:56:25. > :56:35.Brian Blessed said's film has had an impact. One viewer says his King
:56:36. > :56:39.Lear woke up his cat. Another viewer says Brian woke up her baby. Paul on
:56:40. > :56:48.Twitter says Brian Blessed are louder than a jet engine, these are
:56:49. > :56:52.the facts which matter. More on our hygiene film. An
:56:53. > :56:57.interesting e-mail from James who worked in a food factory. He said
:56:58. > :57:01.they were taught how to wash your hands and managers will carry out
:57:02. > :57:06.slobs. Maybe an issue for food chains. You would not think it is so
:57:07. > :57:11.hard to wash our hands. Thank you for getting in touch and we are
:57:12. > :57:17.getting calls on our Vodafone film. David Smith said he cancelled his
:57:18. > :57:21.contract in 2010 and it took four years for his credit file to be
:57:22. > :57:27.sorted. It limits you so much if your credit report is not up to
:57:28. > :57:31.scratch. Sam on Twitter says he is battling his ?900 bill and has to go
:57:32. > :57:35.to the ombudsman. Going to an ombudsman or an adjudication service
:57:36. > :57:39.is your best chance if you are happy not getting anywhere with your
:57:40. > :57:48.provider -- if you are not getting anywhere with your provider. And we
:57:49. > :57:51.have a wave from Tom. Not saying much at all. Sorry if we did wake
:57:52. > :57:58.your cat up tonight. Next week, we're live as usual
:57:59. > :58:02.but for one week only, we're on Thursday
:58:03. > :58:03.night, not Wednesday. So, join us Thursday
:58:04. > :58:05.at 8 for trains, planes, and perhaps the most shocking story
:58:06. > :58:07.we've had all year. The BBC Proms celebrates
:58:08. > :58:23.the extraordinary film music of John Williams in a concert
:58:24. > :58:28.to mark his 85th birthday.