Episode 20

:00:04. > :00:05.You're watching X-Ray. On tonight's You're watching X-Ray. On tonight's

:00:05. > :00:06.programme: The Newport family programme: The Newport family

:00:06. > :00:07.programme: The Newport family living in a building site. Would

:00:07. > :00:11.living in a building site. Would living in a building site. Would

:00:11. > :00:12.you employ the company behind all 12-hour flight delays made Cheryl

:00:12. > :00:13.12-hour flight delays made Cheryl 12-hour flight delays made Cheryl

:00:13. > :00:15.suffer. But why won't Thomas Cook suffer. But why won't Thomas Cook

:00:15. > :00:16.suffer. But why won't Thomas Cook pay the compensation she deserves?

:00:16. > :00:26.pay the compensation she deserves? pay the compensation she deserves?

:00:26. > :00:34.

:00:34. > :00:35.The solar panels that don't deliver Hi there. Thanks for joining us.

:00:35. > :00:36.Hi there. Thanks for joining us. Hi there. Thanks for joining us.

:00:36. > :00:37.Hi there. Thanks for joining us. Tonight I'm in Neath, home of one

:00:37. > :00:40.Tonight I'm in Neath, home of one Tonight I'm in Neath, home of one

:00:40. > :00:41.of Wales' best known garages, Trade of Wales' best known garages, Trade

:00:41. > :00:42.of Wales' best known garages, Trade Centre Wales. Later we'll be

:00:42. > :00:42.Centre Wales. Later we'll be Centre Wales. Later we'll be

:00:42. > :00:43.undercover, finding out just how undercover, finding out just how

:00:43. > :00:44.undercover, finding out just how undercover, finding out just how

:00:44. > :00:49.much they don't tell you about the much they don't tell you about the

:00:49. > :00:50.But before that. When the Cobner But before that. When the Cobner

:00:50. > :00:51.But before that. When the Cobner family from Newport engaged a

:00:51. > :00:51.family from Newport engaged a family from Newport engaged a

:00:51. > :00:52.company to design and project company to design and project

:00:52. > :00:53.company to design and project manage their building work, they

:00:53. > :00:54.manage their building work, they manage their building work, they

:00:54. > :00:56.manage their building work, they hoped the work would be done fast

:00:57. > :00:57.hoped the work would be done fast hoped the work would be done fast

:00:58. > :01:04.hoped the work would be done fast and well. Lucy went out to find out

:01:04. > :01:05.and well. Lucy went out to find out As the old saying goes home is

:01:05. > :01:05.As the old saying goes home is As the old saying goes home is

:01:05. > :01:06.As the old saying goes home is where the heart is and for Simon

:01:06. > :01:10.where the heart is and for Simon where the heart is and for Simon

:01:10. > :01:11.and Vicki Cobner that definitely and Vicki Cobner that definitely

:01:11. > :01:12.and Vicki Cobner that definitely and Vicki Cobner that definitely

:01:12. > :01:13.rings true. Over the past 12 years rings true. Over the past 12 years

:01:13. > :01:14.rings true. Over the past 12 years they've collected some very special

:01:14. > :01:15.they've collected some very special they've collected some very special

:01:15. > :01:16.memories at their home in Risca memories at their home in Risca

:01:16. > :01:17.memories at their home in Risca where they live with their children

:01:17. > :01:22.where they live with their children where they live with their children

:01:22. > :01:25.But as their family has grown so But as their family has grown so

:01:25. > :01:26.But as their family has grown so has their needs. In Spring last

:01:26. > :01:27.has their needs. In Spring last has their needs. In Spring last

:01:27. > :01:28.has their needs. In Spring last year, with another baby on the way,

:01:28. > :01:31.year, with another baby on the way, year, with another baby on the way,

:01:32. > :01:32.the couple decided to extend their the couple decided to extend their

:01:33. > :01:33.the couple decided to extend their home. The house wasn't quite big

:01:34. > :01:34.home. The house wasn't quite big home. The house wasn't quite big

:01:34. > :01:35.home. The house wasn't quite big enough but we didn't want to move,

:01:35. > :01:37.enough but we didn't want to move, enough but we didn't want to move,

:01:37. > :01:38.enough but we didn't want to move, we wanted to stay here. Simon and

:01:38. > :01:39.we wanted to stay here. Simon and we wanted to stay here. Simon and

:01:39. > :01:39.we wanted to stay here. Simon and Vicki wanted to make sure they did

:01:40. > :01:40.Vicki wanted to make sure they did Vicki wanted to make sure they did

:01:40. > :01:41.Vicki wanted to make sure they did the job right so they looked for

:01:41. > :01:42.the job right so they looked for the job right so they looked for

:01:42. > :01:43.the job right so they looked for some expert help to draw up some

:01:44. > :01:44.some expert help to draw up some some expert help to draw up some

:01:44. > :01:47.plans. Simon discovered local firm plans. Simon discovered local firm

:01:47. > :01:48.plans. Simon discovered local firm Helm Design and Planning. He told

:01:48. > :01:49.Helm Design and Planning. He told Helm Design and Planning. He told

:01:49. > :01:50.Helm Design and Planning. He told them what he wanted and a few weeks

:01:50. > :01:50.them what he wanted and a few weeks them what he wanted and a few weeks

:01:51. > :01:52.them what he wanted and a few weeks later he received the plans, for a

:01:52. > :01:52.later he received the plans, for a later he received the plans, for a

:01:52. > :01:53.ground floor extension to the ground floor extension to the

:01:53. > :01:59.ground floor extension to the ground floor extension to the

:01:59. > :02:00.kitchen and a new room on the first They were pretty much spot on what

:02:00. > :02:01.They were pretty much spot on what They were pretty much spot on what

:02:01. > :02:02.we wanted. It highlighted the space we wanted. It highlighted the space

:02:02. > :02:03.we wanted. It highlighted the space we would gain by building the

:02:03. > :02:08.we would gain by building the we would gain by building the

:02:08. > :02:09.laundry room and having the Simon started to look for a builder

:02:09. > :02:09.Simon started to look for a builder Simon started to look for a builder

:02:09. > :02:10.Simon started to look for a builder and, after Helm's good work on the

:02:10. > :02:11.and, after Helm's good work on the and, after Helm's good work on the

:02:11. > :02:12.and, after Helm's good work on the designs, he asked them for a quote

:02:12. > :02:13.designs, he asked them for a quote designs, he asked them for a quote

:02:13. > :02:15.designs, he asked them for a quote too and once again he was pleased

:02:15. > :02:16.too and once again he was pleased too and once again he was pleased

:02:16. > :02:17.too and once again he was pleased with what he saw. Helm Design told

:02:17. > :02:18.with what he saw. Helm Design told with what he saw. Helm Design told

:02:18. > :02:19.them they could complete the work them they could complete the work

:02:19. > :02:20.them they could complete the work in just four weeks, long before

:02:20. > :02:21.in just four weeks, long before in just four weeks, long before

:02:21. > :02:22.Vicki's due date in November, and Vicki's due date in November, and

:02:22. > :02:23.Vicki's due date in November, and quoted an initial price of almost

:02:23. > :02:24.quoted an initial price of almost quoted an initial price of almost

:02:24. > :02:25.�17,000. Helm Design and Planning �17,000. Helm Design and Planning

:02:25. > :02:33.�17,000. Helm Design and Planning even offered to project manage the

:02:33. > :02:34.They would handle all the time They would handle all the time

:02:34. > :02:34.management, materials and management, materials and

:02:34. > :02:35.management, materials and everything which again was another

:02:35. > :02:38.everything which again was another everything which again was another

:02:38. > :02:39.stress and hassle I didn't have stress and hassle I didn't have

:02:39. > :02:40.stress and hassle I didn't have stress and hassle I didn't have

:02:40. > :02:41.time for. And you were hoping to time for. And you were hoping to

:02:41. > :02:43.time for. And you were hoping to have everything done in time for

:02:44. > :02:45.have everything done in time for Callie's arrival? Definitely, more

:02:45. > :02:45.Callie's arrival? Definitely, more Callie's arrival? Definitely, more

:02:46. > :02:46.Callie's arrival? Definitely, more than done. We was looking to have

:02:46. > :02:47.than done. We was looking to have than done. We was looking to have

:02:47. > :02:48.the extension finished and any the extension finished and any

:02:48. > :02:50.the extension finished and any the extension finished and any

:02:50. > :02:51.other work to do in the house. Helm other work to do in the house. Helm

:02:51. > :02:53.other work to do in the house. Helm Design and Planning started work in

:02:54. > :02:54.Design and Planning started work in Design and Planning started work in

:02:54. > :02:55.July last year. But months later July last year. But months later

:02:55. > :02:56.July last year. But months later July last year. But months later

:02:56. > :02:57.the house looks like this and the the house looks like this and the

:02:57. > :03:03.the house looks like this and the builders haven't been on site since

:03:03. > :03:04.And instead of a new extension with And instead of a new extension with

:03:04. > :03:05.And instead of a new extension with all the trimmings the family have

:03:05. > :03:06.all the trimmings the family have all the trimmings the family have

:03:06. > :03:07.all the trimmings the family have been left in a cold, damp house

:03:07. > :03:11.been left in a cold, damp house been left in a cold, damp house

:03:11. > :03:12.been left in a cold, damp house with a room they can't even use.

:03:12. > :03:13.with a room they can't even use. with a room they can't even use.

:03:13. > :03:14.with a room they can't even use. With so much at stake we've brought

:03:14. > :03:15.With so much at stake we've brought With so much at stake we've brought

:03:15. > :03:16.in chartered surveyor Tim Davies to in chartered surveyor Tim Davies to

:03:16. > :03:17.in chartered surveyor Tim Davies to in chartered surveyor Tim Davies to

:03:17. > :03:22.get his take on it and his first get his take on it and his first

:03:22. > :03:23.impressions aren't good. They've impressions aren't good. They've

:03:23. > :03:24.impressions aren't good. They've impressions aren't good. They've

:03:24. > :03:24.left it in a really bad state left it in a really bad state

:03:24. > :03:25.left it in a really bad state haven't they. There's just rubbish

:03:25. > :03:28.haven't they. There's just rubbish haven't they. There's just rubbish

:03:28. > :03:29.everywhere it really is quite everywhere it really is quite

:03:29. > :03:30.everywhere it really is quite shocking. Tim's going to inspect

:03:30. > :03:31.shocking. Tim's going to inspect shocking. Tim's going to inspect

:03:31. > :03:32.the house and give his final the house and give his final

:03:32. > :03:33.the house and give his final verdict later. So what's gone so

:03:33. > :03:34.verdict later. So what's gone so verdict later. So what's gone so

:03:34. > :03:35.wrong that has meant the family's wrong that has meant the family's

:03:35. > :03:39.wrong that has meant the family's wrong that has meant the family's

:03:39. > :03:40.dream home has been left in tatters. dream home has been left in tatters.

:03:40. > :03:41.dream home has been left in tatters. The problems started more or less

:03:41. > :03:42.The problems started more or less straightaway, when the builders

:03:42. > :03:44.straightaway, when the builders straightaway, when the builders

:03:44. > :03:45.discovered a drain under the house. discovered a drain under the house.

:03:45. > :03:48.discovered a drain under the house. That delayed the build for several

:03:48. > :03:48.That delayed the build for several That delayed the build for several

:03:49. > :03:49.weeks. Finally in September work weeks. Finally in September work

:03:50. > :03:50.weeks. Finally in September work weeks. Finally in September work

:03:50. > :03:51.began again and the walls of the began again and the walls of the

:03:51. > :03:52.began again and the walls of the two storey extension started to go

:03:52. > :03:53.two storey extension started to go two storey extension started to go

:03:53. > :03:58.two storey extension started to go up but it wouldn't be the last time

:03:58. > :03:59.up but it wouldn't be the last time up but it wouldn't be the last time

:03:59. > :04:00.up but it wouldn't be the last time work was delayed. First of all they

:04:00. > :04:00.work was delayed. First of all they work was delayed. First of all they

:04:01. > :04:02.didn't have enough scaffolding to didn't have enough scaffolding to

:04:02. > :04:03.didn't have enough scaffolding to didn't have enough scaffolding to

:04:03. > :04:04.start work on the roof. Then when start work on the roof. Then when

:04:04. > :04:05.start work on the roof. Then when they joined the two roofs together

:04:05. > :04:05.they joined the two roofs together they joined the two roofs together

:04:05. > :04:10.water leaked into the house water leaked into the house

:04:10. > :04:11.flooding little Morgan's bedroom. flooding little Morgan's bedroom.

:04:11. > :04:12.flooding little Morgan's bedroom. It was just basically, as Morgan

:04:12. > :04:13.It was just basically, as Morgan It was just basically, as Morgan

:04:13. > :04:16.It was just basically, as Morgan would say, it's raining in my room.

:04:16. > :04:17.would say, it's raining in my room. would say, it's raining in my room.

:04:17. > :04:18.It was pouring through. Time was It was pouring through. Time was

:04:18. > :04:19.It was pouring through. Time was It was pouring through. Time was

:04:19. > :04:20.ticking on and in late October the ticking on and in late October the

:04:20. > :04:21.ticking on and in late October the new windows were delivered. But

:04:21. > :04:21.new windows were delivered. But new windows were delivered. But

:04:22. > :04:25.they couldn't be fitted because they couldn't be fitted because

:04:25. > :04:26.they couldn't be fitted because they weren't the right size.

:04:26. > :04:27.they weren't the right size. they weren't the right size.

:04:27. > :04:30.basically left us with gaping holes basically left us with gaping holes

:04:30. > :04:31.basically left us with gaping holes throughout our entire house. By now

:04:31. > :04:32.throughout our entire house. By now throughout our entire house. By now

:04:32. > :04:33.the four week timescale that Helm the four week timescale that Helm

:04:33. > :04:34.the four week timescale that Helm the four week timescale that Helm

:04:34. > :04:35.had promised had long gone and the had promised had long gone and the

:04:35. > :04:37.had promised had long gone and the family had a much more pressing

:04:37. > :04:40.family had a much more pressing deadline looming. Baby Callie

:04:40. > :04:41.deadline looming. Baby Callie arrived unexpectedly early. Vicki

:04:41. > :04:45.arrived unexpectedly early. Vicki arrived unexpectedly early. Vicki

:04:45. > :04:46.arrived unexpectedly early. Vicki gave birth at home on a dust sheet.

:04:46. > :04:47.gave birth at home on a dust sheet. gave birth at home on a dust sheet.

:04:47. > :04:48.gave birth at home on a dust sheet. It was just freezing cold. We had

:04:48. > :04:48.It was just freezing cold. We had It was just freezing cold. We had

:04:48. > :04:49.It was just freezing cold. We had to have the heaters on. We stuffed

:04:49. > :04:50.to have the heaters on. We stuffed to have the heaters on. We stuffed

:04:50. > :04:51.to have the heaters on. We stuffed the window with lagging to try and

:04:51. > :04:52.the window with lagging to try and the window with lagging to try and

:04:52. > :04:53.the window with lagging to try and stop the draft we had heavy sheets

:04:53. > :04:54.stop the draft we had heavy sheets stop the draft we had heavy sheets

:04:54. > :04:59.stop the draft we had heavy sheets hung in the doorways to try and get

:04:59. > :05:00.hung in the doorways to try and get hung in the doorways to try and get

:05:00. > :05:01.hung in the doorways to try and get a bit of warmth. And the very next

:05:01. > :05:01.a bit of warmth. And the very next a bit of warmth. And the very next

:05:01. > :05:02.a bit of warmth. And the very next day Helm's workers showed up to try

:05:02. > :05:06.day Helm's workers showed up to try day Helm's workers showed up to try

:05:06. > :05:07.day Helm's workers showed up to try and fit the new windows. It was

:05:07. > :05:07.and fit the new windows. It was and fit the new windows. It was

:05:07. > :05:08.and fit the new windows. It was just over 12 hours after she was

:05:08. > :05:09.just over 12 hours after she was just over 12 hours after she was

:05:09. > :05:12.just over 12 hours after she was just over 12 hours after she was

:05:12. > :05:14.born and I had to pack up and take born and I had to pack up and take

:05:14. > :05:17.born and I had to pack up and take born and I had to pack up and take

:05:17. > :05:18.her out. Middle of November. It was her out. Middle of November. It was

:05:18. > :05:19.her out. Middle of November. It was awful. And after all that

:05:19. > :05:22.awful. And after all that awful. And after all that

:05:22. > :05:23.disruption the windows don't even disruption the windows don't even

:05:23. > :05:24.disruption the windows don't even fit properly. The window is not

:05:24. > :05:24.fit properly. The window is not fit properly. The window is not

:05:25. > :05:25.fit properly. The window is not screwed in. It's not sealed in any

:05:25. > :05:26.screwed in. It's not sealed in any screwed in. It's not sealed in any

:05:26. > :05:27.way. Basically the only thing way. Basically the only thing

:05:27. > :05:28.way. Basically the only thing way. Basically the only thing

:05:28. > :05:30.holding it in is the expanding foam holding it in is the expanding foam

:05:30. > :05:31.holding it in is the expanding foam they've squirted around the outside.

:05:31. > :05:32.they've squirted around the outside. they've squirted around the outside.

:05:32. > :05:33.they've squirted around the outside. To cap it all Simon has been told

:05:33. > :05:34.To cap it all Simon has been told To cap it all Simon has been told

:05:34. > :05:37.the first floor extension doesn't the first floor extension doesn't

:05:37. > :05:38.the first floor extension doesn't meet building regulations. The last

:05:38. > :05:39.meet building regulations. The last meet building regulations. The last

:05:39. > :05:40.conversation I had with the guy conversation I had with the guy

:05:40. > :05:41.conversation I had with the guy from planning he's stating that I

:05:41. > :05:42.from planning he's stating that I from planning he's stating that I

:05:42. > :05:43.from planning he's stating that I need to change the layout of the

:05:43. > :05:44.need to change the layout of the need to change the layout of the

:05:44. > :05:45.landing area that leads into this landing area that leads into this

:05:45. > :05:45.landing area that leads into this landing area that leads into this

:05:45. > :05:46.room to put a couple of partition room to put a couple of partition

:05:46. > :05:47.room to put a couple of partition room to put a couple of partition

:05:47. > :05:48.walls up and fire doors to secure walls up and fire doors to secure

:05:48. > :05:49.walls up and fire doors to secure walls up and fire doors to secure

:05:49. > :05:53.the exit from this room in the the exit from this room in the

:05:53. > :05:54.the exit from this room in the the exit from this room in the

:05:54. > :05:56.event of fire. So really it makes event of fire. So really it makes

:05:56. > :05:57.event of fire. So really it makes all of this pointless? We gain

:05:57. > :05:58.all of this pointless? We gain all of this pointless? We gain

:05:59. > :05:59.all of this pointless? We gain nothing by having this room. All we

:06:00. > :06:00.nothing by having this room. All we nothing by having this room. All we

:06:00. > :06:01.nothing by having this room. All we gain is an extra door to walk

:06:01. > :06:03.gain is an extra door to walk gain is an extra door to walk

:06:03. > :06:04.through before getting to a through before getting to a

:06:04. > :06:05.through before getting to a cupboard. It's crazy really, I

:06:05. > :06:06.cupboard. It's crazy really, I cupboard. It's crazy really, I

:06:06. > :06:09.cupboard. It's crazy really, I can't make sense of it at the

:06:09. > :06:10.can't make sense of it at the can't make sense of it at the

:06:10. > :06:12.can't make sense of it at the moment. Tim, what do you make of

:06:12. > :06:13.moment. Tim, what do you make of moment. Tim, what do you make of

:06:13. > :06:14.it? This should all have been it? This should all have been

:06:14. > :06:15.it? This should all have been sorted out at building reg planning

:06:15. > :06:17.sorted out at building reg planning sorted out at building reg planning

:06:17. > :06:18.submission stage. It smacks of submission stage. It smacks of

:06:18. > :06:19.submission stage. It smacks of incompetence. To add insult to

:06:19. > :06:20.incompetence. To add insult to incompetence. To add insult to

:06:20. > :06:21.injury, holes were left in the injury, holes were left in the

:06:21. > :06:22.extension wall. And squirrels extension wall. And squirrels

:06:22. > :06:25.extension wall. And squirrels invaded the loft, destroying some

:06:25. > :06:25.invaded the loft, destroying some invaded the loft, destroying some

:06:25. > :06:26.of the family's belongings. In of the family's belongings. In

:06:26. > :06:27.of the family's belongings. In December the builders downed tools

:06:27. > :06:28.December the builders downed tools December the builders downed tools

:06:28. > :06:32.completely, leaving the family at completely, leaving the family at

:06:32. > :06:33.completely, leaving the family at completely, leaving the family at

:06:33. > :06:34.the end of their tether. I've got the end of their tether. I've got

:06:34. > :06:35.the end of their tether. I've got nowhere safe for my children to

:06:35. > :06:36.nowhere safe for my children to nowhere safe for my children to

:06:36. > :06:40.nowhere safe for my children to play outside and it's just not fair

:06:40. > :06:41.play outside and it's just not fair play outside and it's just not fair

:06:41. > :06:42.play outside and it's just not fair on them. Time for us to get

:06:42. > :06:44.on them. Time for us to get Chartered Surveyor Tim Davies's

:06:44. > :06:45.Chartered Surveyor Tim Davies's Chartered Surveyor Tim Davies's

:06:45. > :06:46.Chartered Surveyor Tim Davies's take on the build. Tim, you've had

:06:46. > :06:47.take on the build. Tim, you've had take on the build. Tim, you've had

:06:47. > :06:50.take on the build. Tim, you've had a look around what do you think of

:06:50. > :06:51.a look around what do you think of a look around what do you think of

:06:51. > :06:51.a look around what do you think of the work? It's very poor. There's a

:06:51. > :06:52.the work? It's very poor. There's a the work? It's very poor. There's a

:06:52. > :06:53.lot of substandard work there Lucy lot of substandard work there Lucy

:06:53. > :06:54.lot of substandard work there Lucy lot of substandard work there Lucy

:06:54. > :06:57.and it's going to take some work to and it's going to take some work to

:06:57. > :06:58.and it's going to take some work to put it right. What about the

:06:58. > :07:01.put it right. What about the put it right. What about the

:07:01. > :07:02.windows and those tiles around them. windows and those tiles around them.

:07:02. > :07:03.windows and those tiles around them. Yeah, they're broken ceramic tiles

:07:03. > :07:04.Yeah, they're broken ceramic tiles Yeah, they're broken ceramic tiles

:07:04. > :07:04.they've used to infil under the they've used to infil under the

:07:04. > :07:05.they've used to infil under the window sill probably because the

:07:05. > :07:06.window sill probably because the window sill probably because the

:07:06. > :07:12.window is undersized or the opening window is undersized or the opening

:07:12. > :07:13.window is undersized or the opening window is undersized or the opening

:07:13. > :07:15.is too big. It's pretty shabby. is too big. It's pretty shabby.

:07:15. > :07:16.is too big. It's pretty shabby. what about the blockwork there?

:07:16. > :07:17.what about the blockwork there? what about the blockwork there?

:07:17. > :07:18.Yeah, again the blockwork. That is Yeah, again the blockwork. That is

:07:18. > :07:19.Yeah, again the blockwork. That is really poor. There's no mortar

:07:19. > :07:20.really poor. There's no mortar really poor. There's no mortar

:07:20. > :07:21.really poor. There's no mortar joins in a lot of the vertical

:07:21. > :07:22.joins in a lot of the vertical joins in a lot of the vertical

:07:22. > :07:23.joints so there isn't the strength joints so there isn't the strength

:07:23. > :07:24.joints so there isn't the strength and the stability there should have.

:07:24. > :07:27.and the stability there should have. and the stability there should have.

:07:27. > :07:28.The builders have just missed it The builders have just missed it

:07:28. > :07:29.The builders have just missed it The builders have just missed it

:07:29. > :07:30.out. What kind of cost do you think out. What kind of cost do you think

:07:30. > :07:31.out. What kind of cost do you think out. What kind of cost do you think

:07:31. > :07:33.the family could be looking at to the family could be looking at to

:07:33. > :07:34.the family could be looking at to the family could be looking at to

:07:34. > :07:35.put this right? I'd have thought in put this right? I'd have thought in

:07:35. > :07:38.put this right? I'd have thought in the region of several thousands of

:07:38. > :07:39.the region of several thousands of the region of several thousands of

:07:39. > :07:40.pounds. Meanwhile Simon and Vicki pounds. Meanwhile Simon and Vicki

:07:40. > :07:40.pounds. Meanwhile Simon and Vicki pounds. Meanwhile Simon and Vicki

:07:40. > :07:41.have been left trying to sort out have been left trying to sort out

:07:41. > :07:44.have been left trying to sort out have been left trying to sort out

:07:44. > :07:45.the mess while taking care of their the mess while taking care of their

:07:45. > :07:46.the mess while taking care of their family. Well it's the most

:07:46. > :07:47.family. Well it's the most family. Well it's the most

:07:47. > :07:48.stressful thing we've faced so far stressful thing we've faced so far

:07:48. > :07:48.stressful thing we've faced so far stressful thing we've faced so far

:07:48. > :07:49.in our lives and I don't think in our lives and I don't think

:07:49. > :07:50.in our lives and I don't think we'll come up against anything like

:07:50. > :07:53.we'll come up against anything like we'll come up against anything like

:07:53. > :07:54.we'll come up against anything like this for a long time really. I just

:07:54. > :07:54.this for a long time really. I just this for a long time really. I just

:07:54. > :08:01.this for a long time really. I just want them finished. I want my house

:08:01. > :08:02.want them finished. I want my house want them finished. I want my house

:08:02. > :08:03.want them finished. I want my house back. What a mess. So what does the

:08:03. > :08:04.back. What a mess. So what does the back. What a mess. So what does the

:08:04. > :08:05.man behind Helm Design and Planning, man behind Helm Design and Planning,

:08:05. > :08:07.man behind Helm Design and Planning, Simon Helm, have to say for

:08:07. > :08:07.Simon Helm, have to say for Simon Helm, have to say for

:08:07. > :08:08.Simon Helm, have to say for himself? Well, he claims a lot of

:08:08. > :08:09.himself? Well, he claims a lot of himself? Well, he claims a lot of

:08:09. > :08:10.the problems were caused by the the problems were caused by the

:08:10. > :08:11.the problems were caused by the Cobners, and the builder on site

:08:11. > :08:13.Cobners, and the builder on site Cobners, and the builder on site

:08:13. > :08:14.changing the order in which work changing the order in which work

:08:14. > :08:15.changing the order in which work changing the order in which work

:08:15. > :08:16.was done. And the delays were down was done. And the delays were down

:08:16. > :08:17.was done. And the delays were down to the problems with the drains.

:08:17. > :08:18.to the problems with the drains. to the problems with the drains.

:08:18. > :08:19.The issue with the blockwork would The issue with the blockwork would

:08:19. > :08:20.The issue with the blockwork would The issue with the blockwork would

:08:20. > :08:21.have been solved once the wall was have been solved once the wall was

:08:21. > :08:22.have been solved once the wall was rendered - as that would have

:08:22. > :08:23.rendered - as that would have rendered - as that would have

:08:23. > :08:23.rendered - as that would have filled the joins. And he says he

:08:23. > :08:24.filled the joins. And he says he filled the joins. And he says he

:08:24. > :08:25.did everything he could to tackle did everything he could to tackle

:08:25. > :08:26.did everything he could to tackle the leaks. He's asked for more

:08:26. > :08:27.the leaks. He's asked for more information about those windows

:08:27. > :08:28.information about those windows information about those windows

:08:28. > :08:29.information about those windows that didn't fit and says he told

:08:29. > :08:30.that didn't fit and says he told that didn't fit and says he told

:08:30. > :08:31.the family that the extension would the family that the extension would

:08:31. > :08:33.the family that the extension would need a fire door and partition

:08:34. > :08:34.need a fire door and partition need a fire door and partition

:08:34. > :08:42.walls. But interestingly, not a walls. But interestingly, not a

:08:42. > :08:43.Still to come. John and Julia Still to come. John and Julia

:08:43. > :08:44.thought solar panels would thought solar panels would

:08:44. > :08:47.thought solar panels would guarantee cheaper bills for their

:08:47. > :08:50.guarantee cheaper bills for their guarantee cheaper bills for their

:08:50. > :08:51.retirement. So what went wrong? Now retirement. So what went wrong? Now

:08:51. > :08:52.retirement. So what went wrong? Now retirement. So what went wrong? Now

:08:52. > :08:53.I'm guessing that most of you will I'm guessing that most of you will

:08:53. > :08:54.I'm guessing that most of you will have heard of Trade Centre Wales.

:08:54. > :08:55.have heard of Trade Centre Wales. have heard of Trade Centre Wales.

:08:55. > :08:56.After all, it's pretty hard to After all, it's pretty hard to

:08:56. > :08:57.After all, it's pretty hard to escape those adverts. But does it

:08:57. > :08:58.escape those adverts. But does it escape those adverts. But does it

:08:58. > :08:59.escape those adverts. But does it live up to its image as a garage

:08:59. > :09:01.live up to its image as a garage live up to its image as a garage

:09:01. > :09:02.where you'll always get a great where you'll always get a great

:09:02. > :09:12.where you'll always get a great where you'll always get a great

:09:12. > :09:17.

:09:17. > :09:21.I love a great song on the radio I love a great song on the radio

:09:21. > :09:22.I love a great song on the radio I love a great song on the radio

:09:22. > :09:27.when I'm out in the car. There's when I'm out in the car. There's

:09:27. > :09:28.Hello Trade Centre Wales, probably Hello Trade Centre Wales, probably

:09:28. > :09:31.Hello Trade Centre Wales, probably the UK's cheapest cars, Trevor

:09:31. > :09:32.the UK's cheapest cars, Trevor the UK's cheapest cars, Trevor

:09:32. > :09:42.speaking. You just can't get away speaking. You just can't get away

:09:42. > :09:42.

:09:42. > :09:44.speaking. You just can't get away But that's not the most irritating

:09:44. > :09:45.But that's not the most irritating But that's not the most irritating

:09:45. > :09:46.thing about the company. I've come thing about the company. I've come

:09:46. > :09:49.thing about the company. I've come to Ynysybwll to meet customer Wayne

:09:49. > :09:50.to Ynysybwll to meet customer Wayne to Ynysybwll to meet customer Wayne

:09:50. > :09:51.to Ynysybwll to meet customer Wayne Randell. Hi Wayne. This is the car.

:09:51. > :09:52.Randell. Hi Wayne. This is the car. Randell. Hi Wayne. This is the car.

:09:52. > :09:54.Looks lovely, but there's a lot Looks lovely, but there's a lot

:09:54. > :09:55.Looks lovely, but there's a lot Looks lovely, but there's a lot

:09:55. > :09:56.more to it. Shall we go into the more to it. Shall we go into the

:09:57. > :09:57.more to it. Shall we go into the more to it. Shall we go into the

:09:57. > :09:58.warm to talk about it? Wayne and warm to talk about it? Wayne and

:09:58. > :09:59.warm to talk about it? Wayne and warm to talk about it? Wayne and

:09:59. > :10:00.his wife paid �6,000 for the car his wife paid �6,000 for the car

:10:00. > :10:02.his wife paid �6,000 for the car last January from Trade Centre

:10:02. > :10:03.last January from Trade Centre last January from Trade Centre

:10:03. > :10:04.Wales at Neath Abbey. They also Wales at Neath Abbey. They also

:10:04. > :10:04.Wales at Neath Abbey. They also Wales at Neath Abbey. They also

:10:04. > :10:09.paid �599 for a warranty in case paid �599 for a warranty in case

:10:09. > :10:10.paid �599 for a warranty in case anything went wrong. He really

:10:10. > :10:11.anything went wrong. He really anything went wrong. He really

:10:11. > :10:12.assured us that the warranty assured us that the warranty

:10:12. > :10:15.assured us that the warranty covered us for everything apart

:10:15. > :10:18.covered us for everything apart covered us for everything apart

:10:18. > :10:19.from tyres and brakes. Sounds from tyres and brakes. Sounds

:10:19. > :10:20.from tyres and brakes. Sounds brilliant. Yes, that's why I took

:10:20. > :10:21.brilliant. Yes, that's why I took brilliant. Yes, that's why I took

:10:21. > :10:23.brilliant. Yes, that's why I took out the warranty to be honest with

:10:23. > :10:25.out the warranty to be honest with out the warranty to be honest with

:10:25. > :10:26.you. But last November, things went you. But last November, things went

:10:26. > :10:27.you. But last November, things went you. But last November, things went

:10:27. > :10:28.badly wrong. It went into like limp badly wrong. It went into like limp

:10:28. > :10:29.badly wrong. It went into like limp badly wrong. It went into like limp

:10:29. > :10:31.mode so I had an engine management mode so I had an engine management

:10:31. > :10:32.mode so I had an engine management mode so I had an engine management

:10:32. > :10:33.light come on. It turned out part light come on. It turned out part

:10:33. > :10:34.light come on. It turned out part light come on. It turned out part

:10:34. > :10:35.of the turbo had failed. The unit of the turbo had failed. The unit

:10:35. > :10:36.of the turbo had failed. The unit is covered by the warranty, but

:10:36. > :10:37.is covered by the warranty, but is covered by the warranty, but

:10:37. > :10:38.is covered by the warranty, but they wouldn't pay out. They said it

:10:38. > :10:42.they wouldn't pay out. They said it they wouldn't pay out. They said it

:10:42. > :10:43.was wear and tear through carbon was wear and tear through carbon

:10:43. > :10:44.was wear and tear through carbon build up. They virtually turned

:10:44. > :10:44.build up. They virtually turned build up. They virtually turned

:10:44. > :10:45.build up. They virtually turned around and said it has 96,000 miles

:10:45. > :10:48.around and said it has 96,000 miles around and said it has 96,000 miles

:10:48. > :10:49.around and said it has 96,000 miles on the clock. What do you expect?

:10:49. > :10:50.on the clock. What do you expect? on the clock. What do you expect?

:10:50. > :10:53.There was nothing Wayne could do There was nothing Wayne could do

:10:53. > :10:54.There was nothing Wayne could do There was nothing Wayne could do

:10:54. > :10:55.but pay the bill himself. I had a but pay the bill himself. I had a

:10:55. > :10:56.but pay the bill himself. I had a but pay the bill himself. I had a

:10:56. > :10:57.new turbo put on there and it cost new turbo put on there and it cost

:10:57. > :10:57.new turbo put on there and it cost new turbo put on there and it cost

:10:58. > :10:59.me �875, which I struggled to pay. me �875, which I struggled to pay.

:10:59. > :11:00.me �875, which I struggled to pay. me �875, which I struggled to pay.

:11:00. > :11:03.me �875, which I struggled to pay. But I have paid for it. The car is

:11:03. > :11:03.But I have paid for it. The car is But I have paid for it. The car is

:11:03. > :11:04.But I have paid for it. The car is working find now. So what did they

:11:04. > :11:07.working find now. So what did they working find now. So what did they

:11:07. > :11:08.tell you when you bought the tell you when you bought the

:11:08. > :11:09.tell you when you bought the warranty? He turned around and said

:11:09. > :11:10.warranty? He turned around and said warranty? He turned around and said

:11:10. > :11:10.the warranty is the best thing the warranty is the best thing

:11:10. > :11:11.the warranty is the best thing since sliced bread. It covers

:11:11. > :11:12.since sliced bread. It covers since sliced bread. It covers

:11:12. > :11:13.absolutely everything on the car absolutely everything on the car

:11:13. > :11:14.absolutely everything on the car apart from tyres and brakes.That

:11:14. > :11:15.apart from tyres and brakes.That apart from tyres and brakes.That

:11:15. > :11:24.apart from tyres and brakes.That warranty wasn't a lot of use to

:11:24. > :11:25.And that's probably like many used And that's probably like many used

:11:25. > :11:28.And that's probably like many used car warranties. It is rammed full

:11:28. > :11:29.car warranties. It is rammed full car warranties. It is rammed full

:11:29. > :11:31.of small print. But Trade Centre of small print. But Trade Centre

:11:31. > :11:32.of small print. But Trade Centre Wales is a big, respectable company.

:11:32. > :11:33.Wales is a big, respectable company. Wales is a big, respectable company.

:11:33. > :11:34.Surely they tell their customers Surely they tell their customers

:11:34. > :11:35.Surely they tell their customers all the details of their policies

:11:35. > :11:38.all the details of their policies all the details of their policies

:11:38. > :11:39.when they sell them, don't they? when they sell them, don't they?

:11:39. > :11:44.when they sell them, don't they? when they sell them, don't they?

:11:44. > :11:45.There's only one way to find out. There's only one way to find out.

:11:45. > :11:47.There's only one way to find out. There's only one way to find out.

:11:47. > :11:48.Hiya, I've come to buy a little car. Hiya, I've come to buy a little car.

:11:48. > :11:49.Hiya, I've come to buy a little car. Yes, we made five undercover visits

:11:49. > :11:50.Yes, we made five undercover visits Yes, we made five undercover visits

:11:50. > :11:51.to Trade Centre Wales outlets in to Trade Centre Wales outlets in

:11:51. > :11:52.to Trade Centre Wales outlets in Neath and Merthyr. Will they tell

:11:52. > :11:53.Neath and Merthyr. Will they tell Neath and Merthyr. Will they tell

:11:53. > :11:57.us about the exclusions hidden in us about the exclusions hidden in

:11:57. > :11:58.us about the exclusions hidden in the small print? We'll find out

:11:58. > :11:59.the small print? We'll find out the small print? We'll find out

:11:59. > :12:00.later, so keep watching. Now when later, so keep watching. Now when

:12:00. > :12:01.later, so keep watching. Now when you book a holiday it's always

:12:01. > :12:03.you book a holiday it's always you book a holiday it's always

:12:03. > :12:04.handy to travel from your local handy to travel from your local

:12:04. > :12:05.handy to travel from your local airport. But for one couple from

:12:05. > :12:05.airport. But for one couple from airport. But for one couple from

:12:05. > :12:06.Caerphilly, keeping travel time to Caerphilly, keeping travel time to

:12:06. > :12:09.Caerphilly, keeping travel time to Caerphilly, keeping travel time to

:12:09. > :12:12.a minimum was more than just a a minimum was more than just a

:12:12. > :12:13.a minimum was more than just a convenience. Rachel has the story.

:12:13. > :12:13.convenience. Rachel has the story. convenience. Rachel has the story.

:12:13. > :12:14.Malcolm and Cheryl Waters from Malcolm and Cheryl Waters from

:12:14. > :12:17.Malcolm and Cheryl Waters from Caerphilly have been married for

:12:17. > :12:18.Caerphilly have been married for Caerphilly have been married for

:12:18. > :12:19.Caerphilly have been married for eight years. But for the last few

:12:19. > :12:24.eight years. But for the last few eight years. But for the last few

:12:24. > :12:25.years Cheryl's been struggling with years Cheryl's been struggling with

:12:25. > :12:25.years Cheryl's been struggling with ill-health. She had a pre-existing

:12:26. > :12:30.ill-health. She had a pre-existing ill-health. She had a pre-existing

:12:30. > :12:31.back problem, aggravated by a car back problem, aggravated by a car

:12:31. > :12:35.back problem, aggravated by a car accident. She spends 90% of her

:12:35. > :12:36.accident. She spends 90% of her accident. She spends 90% of her

:12:36. > :12:37.time at home. Early last year time at home. Early last year

:12:37. > :12:38.time at home. Early last year Cheryl was diagnosed with emphysema,

:12:38. > :12:39.Cheryl was diagnosed with emphysema, Cheryl was diagnosed with emphysema,

:12:39. > :12:40.along with all her other illnesses along with all her other illnesses

:12:40. > :12:41.along with all her other illnesses along with all her other illnesses

:12:41. > :12:42.along with all her other illnesses she has at the moment as well, so I

:12:42. > :12:43.she has at the moment as well, so I she has at the moment as well, so I

:12:43. > :12:48.she has at the moment as well, so I thought ideally she could do with a

:12:48. > :12:49.thought ideally she could do with a thought ideally she could do with a

:12:49. > :12:50.break. Choosing a holiday is a break. Choosing a holiday is a

:12:50. > :12:51.break. Choosing a holiday is a break. Choosing a holiday is a

:12:51. > :12:52.great way to lift the spirits so great way to lift the spirits so

:12:52. > :12:56.great way to lift the spirits so Malcolm decided to treat his wife

:12:56. > :12:57.Malcolm decided to treat his wife Malcolm decided to treat his wife

:12:57. > :12:59.Malcolm decided to treat his wife to a trip abroad. Malcolm found the

:12:59. > :13:00.to a trip abroad. Malcolm found the to a trip abroad. Malcolm found the

:13:00. > :13:02.perfect getaway. A two week break perfect getaway. A two week break

:13:02. > :13:03.perfect getaway. A two week break to Paphos in Cyprus. The flights

:13:03. > :13:04.to Paphos in Cyprus. The flights to Paphos in Cyprus. The flights

:13:04. > :13:05.were booked through Thomas Cook, were booked through Thomas Cook,

:13:05. > :13:05.were booked through Thomas Cook, were booked through Thomas Cook,

:13:05. > :13:09.with the couple set to fly from with the couple set to fly from

:13:09. > :13:09.with the couple set to fly from Cardiff Airport last September.

:13:10. > :13:10.Cardiff Airport last September. Cardiff Airport last September.

:13:10. > :13:12.booked the flight from Cardiff booked the flight from Cardiff

:13:12. > :13:13.booked the flight from Cardiff because this was our local airport.

:13:13. > :13:14.because this was our local airport. because this was our local airport.

:13:14. > :13:16.because this was our local airport. It's a lot nearer so the journey

:13:16. > :13:17.It's a lot nearer so the journey It's a lot nearer so the journey

:13:17. > :13:18.time was short. We booked in time was short. We booked in

:13:18. > :13:19.time was short. We booked in advanced with the system that you

:13:19. > :13:19.advanced with the system that you advanced with the system that you

:13:19. > :13:25.can just go straight through can just go straight through

:13:25. > :13:26.can just go straight through without queuing up at the desks.

:13:26. > :13:27.without queuing up at the desks. without queuing up at the desks.

:13:27. > :13:28.Happy they'd done everything to Happy they'd done everything to

:13:28. > :13:29.Happy they'd done everything to Happy they'd done everything to

:13:29. > :13:30.make the journey as stress and pain make the journey as stress and pain

:13:30. > :13:32.make the journey as stress and pain free as possible, the couple headed

:13:32. > :13:33.free as possible, the couple headed free as possible, the couple headed

:13:33. > :13:34.to the airport. But when they to the airport. But when they

:13:34. > :13:38.to the airport. But when they arrived, those well made plans

:13:38. > :13:39.arrived, those well made plans arrived, those well made plans

:13:39. > :13:40.arrived, those well made plans began to unravel. Got up to the

:13:40. > :13:41.began to unravel. Got up to the began to unravel. Got up to the

:13:41. > :13:42.began to unravel. Got up to the desk only to be given a piece of

:13:42. > :13:43.desk only to be given a piece of desk only to be given a piece of

:13:43. > :13:44.desk only to be given a piece of paper to tell me that we had to

:13:44. > :13:44.paper to tell me that we had to paper to tell me that we had to

:13:44. > :13:45.paper to tell me that we had to travel 150 miles up to Gatwick, to

:13:45. > :13:46.travel 150 miles up to Gatwick, to travel 150 miles up to Gatwick, to

:13:46. > :13:47.travel 150 miles up to Gatwick, to go on a flight from there because

:13:47. > :13:49.go on a flight from there because go on a flight from there because

:13:49. > :13:52.ours had been cancelled at Cardiff. ours had been cancelled at Cardiff.

:13:52. > :13:52.ours had been cancelled at Cardiff. ours had been cancelled at Cardiff.

:13:52. > :13:53.How did you feel? It made me feel How did you feel? It made me feel

:13:54. > :13:54.How did you feel? It made me feel How did you feel? It made me feel

:13:54. > :13:55.very annoyed and angry at the time very annoyed and angry at the time

:13:55. > :13:56.very annoyed and angry at the time and they didn't have any

:13:56. > :13:57.and they didn't have any and they didn't have any

:13:57. > :13:57.consideration for any of the consideration for any of the

:13:58. > :14:00.consideration for any of the customers or passengers that were

:14:00. > :14:01.customers or passengers that were customers or passengers that were

:14:01. > :14:05.there. And so began Cheryl and there. And so began Cheryl and

:14:05. > :14:06.Malcolm's marathon journey. First Malcolm's marathon journey. First

:14:06. > :14:07.Malcolm's marathon journey. First they waited at Cardiff Airport for

:14:07. > :14:08.they waited at Cardiff Airport for they waited at Cardiff Airport for

:14:08. > :14:09.nearly two hours, before boarding a nearly two hours, before boarding a

:14:09. > :14:10.nearly two hours, before boarding a cramped coach for four and half

:14:10. > :14:16.cramped coach for four and half cramped coach for four and half

:14:16. > :14:17.hour trip to Gatwick Airport. hour trip to Gatwick Airport.

:14:17. > :14:18.hour trip to Gatwick Airport. journey was very painful because we

:14:18. > :14:19.journey was very painful because we journey was very painful because we

:14:19. > :14:20.journey was very painful because we had to wait around for the bus to

:14:20. > :14:21.had to wait around for the bus to had to wait around for the bus to

:14:21. > :14:22.had to wait around for the bus to go to London, then we got on the

:14:22. > :14:23.go to London, then we got on the go to London, then we got on the

:14:23. > :14:29.go to London, then we got on the coach, not much leg room, it was a

:14:29. > :14:30.coach, not much leg room, it was a coach, not much leg room, it was a

:14:30. > :14:31.coach, not much leg room, it was a tight squeeze. By the end of it I

:14:31. > :14:34.tight squeeze. By the end of it I tight squeeze. By the end of it I

:14:34. > :14:34.felt drained. I just couldn't cope. felt drained. I just couldn't cope.

:14:34. > :14:38.felt drained. I just couldn't cope. But the nightmare journey didn't

:14:38. > :14:39.But the nightmare journey didn't But the nightmare journey didn't

:14:39. > :14:40.But the nightmare journey didn't end there. Once we got up to the

:14:40. > :14:41.end there. Once we got up to the end there. Once we got up to the

:14:41. > :14:42.end there. Once we got up to the check in then we were told there

:14:42. > :14:43.check in then we were told there check in then we were told there

:14:43. > :14:44.would be at least another seven- would be at least another seven-

:14:44. > :14:46.would be at least another seven- hour delay before the flight would

:14:46. > :14:47.hour delay before the flight would hour delay before the flight would

:14:47. > :14:51.hour delay before the flight would take off. We were just tamping by

:14:51. > :14:52.take off. We were just tamping by take off. We were just tamping by

:14:52. > :14:52.take off. We were just tamping by now. After a flight of almost five

:14:53. > :14:54.now. After a flight of almost five now. After a flight of almost five

:14:54. > :14:54.hours Malcolm and Cheryl finally hours Malcolm and Cheryl finally

:14:54. > :14:55.hours Malcolm and Cheryl finally landed in Paphos, 12 hours after

:14:55. > :15:05.landed in Paphos, 12 hours after landed in Paphos, 12 hours after

:15:05. > :15:08.

:15:08. > :15:09.landed in Paphos, 12 hours after they were due to arrive. I try to

:15:09. > :15:11.they were due to arrive. I try to they were due to arrive. I try to

:15:11. > :15:13.make it as stress-free as possible make it as stress-free as possible

:15:13. > :15:14.make it as stress-free as possible make it as stress-free as possible

:15:14. > :15:16.to get there for our holiday and it to get there for our holiday and it

:15:16. > :15:17.to get there for our holiday and it was the exact opposite. Malcolm

:15:17. > :15:18.was the exact opposite. Malcolm was the exact opposite. Malcolm

:15:18. > :15:19.complained to Thomas Cook who said complained to Thomas Cook who said

:15:19. > :15:20.complained to Thomas Cook who said they would investigate, but after

:15:20. > :15:21.they would investigate, but after they would investigate, but after

:15:21. > :15:23.months of waiting he still hasn't months of waiting he still hasn't

:15:23. > :15:23.months of waiting he still hasn't months of waiting he still hasn't

:15:23. > :15:24.had a response. But when we started had a response. But when we started

:15:24. > :15:25.investigating, we discovered that investigating, we discovered that

:15:25. > :15:28.investigating, we discovered that Cheryl and Malcolm should have had

:15:28. > :15:29.Cheryl and Malcolm should have had Cheryl and Malcolm should have had

:15:29. > :15:30.Cheryl and Malcolm should have had a refund. That's because a new EU

:15:30. > :15:31.a refund. That's because a new EU a refund. That's because a new EU

:15:31. > :15:32.ruling means that customers can now ruling means that customers can now

:15:32. > :15:37.claim compensation for flight claim compensation for flight

:15:37. > :15:38.claim compensation for flight claim compensation for flight

:15:38. > :15:39.delays as far back as 2005. That's delays as far back as 2005. That's

:15:39. > :15:39.delays as far back as 2005. That's delays as far back as 2005. That's

:15:39. > :15:40.as long as the flight arrived over as long as the flight arrived over

:15:40. > :15:41.as long as the flight arrived over as long as the flight arrived over

:15:41. > :15:46.three hours late and the delay was three hours late and the delay was

:15:46. > :15:47.three hours late and the delay was the airline's fault. So Cheryl and

:15:47. > :15:48.the airline's fault. So Cheryl and Malcolm were entitled to

:15:48. > :15:48.Malcolm were entitled to Malcolm were entitled to

:15:48. > :15:49.compensation all along but Thomas compensation all along but Thomas

:15:49. > :15:55.compensation all along but Thomas compensation all along but Thomas

:15:55. > :15:56.I wouldn't book a holiday with I wouldn't book a holiday with

:15:56. > :15:57.I wouldn't book a holiday with I wouldn't book a holiday with

:15:57. > :15:58.Thomas Cook again. I feel the way Thomas Cook again. I feel the way

:15:58. > :15:59.Thomas Cook again. I feel the way they treat their customers is no

:15:59. > :16:00.they treat their customers is no they treat their customers is no

:16:00. > :16:01.they treat their customers is no way to run a business. So no, you

:16:01. > :16:11.way to run a business. So no, you way to run a business. So no, you

:16:11. > :16:22.

:16:22. > :16:23.won't catch me booking with them Well, once we got in touch with

:16:23. > :16:24.Well, once we got in touch with Well, once we got in touch with

:16:24. > :16:25.Thomas Cook, things started looking Thomas Cook, things started looking

:16:25. > :16:26.Thomas Cook, things started looking up. The company admitted that the

:16:26. > :16:27.up. The company admitted that the Waters were eligible for

:16:27. > :16:28.Waters were eligible for compensation under the new

:16:28. > :16:29.compensation under the new compensation under the new

:16:29. > :16:30.regulations - although they hadn't regulations - although they hadn't

:16:30. > :16:30.regulations - although they hadn't regulations - although they hadn't

:16:30. > :16:31.told them that!. And they have now told them that!. And they have now

:16:31. > :16:32.told them that!. And they have now agreed to refund Malcolm and Cheryl

:16:32. > :16:33.agreed to refund Malcolm and Cheryl agreed to refund Malcolm and Cheryl

:16:33. > :16:34.�684. That's the cost of their �684. That's the cost of their

:16:34. > :16:35.�684. That's the cost of their flights and over �100 in

:16:35. > :16:36.flights and over �100 in compensation. If you've experienced

:16:36. > :16:37.compensation. If you've experienced compensation. If you've experienced

:16:37. > :16:38.compensation. If you've experienced a flight delay in the last few

:16:38. > :16:39.a flight delay in the last few a flight delay in the last few

:16:39. > :16:40.years check out our website, we've years check out our website, we've

:16:40. > :16:41.years check out our website, we've put that information about the new

:16:41. > :16:42.put that information about the new put that information about the new

:16:42. > :16:43.EU rules on there for you. EU rules on there for you.

:16:43. > :16:44.EU rules on there for you. Have you ever fancied getting solar

:16:44. > :16:45.Have you ever fancied getting solar Have you ever fancied getting solar

:16:45. > :16:46.panels installed on your roof? panels installed on your roof?

:16:46. > :16:47.panels installed on your roof? Maybe you've been attracted by the

:16:47. > :16:48.Maybe you've been attracted by the Maybe you've been attracted by the

:16:48. > :16:49.thought of lower energy bills. thought of lower energy bills.

:16:49. > :16:50.thought of lower energy bills. Lucy's been to meet customers whose

:16:50. > :16:51.Lucy's been to meet customers whose Lucy's been to meet customers whose

:16:51. > :16:52.solar panels aren't lighting up their lives.

:16:52. > :16:53.their lives. their lives.

:16:53. > :16:54.their lives. Britain is in the middle of a solar

:16:54. > :16:55.Britain is in the middle of a solar Britain is in the middle of a solar

:16:55. > :16:56.boom, with around 6,000 homes a boom, with around 6,000 homes a

:16:56. > :16:57.boom, with around 6,000 homes a month getting solar panels. But

:16:57. > :16:58.month getting solar panels. But month getting solar panels. But

:16:58. > :16:59.just how much electricity should a just how much electricity should a

:16:59. > :17:01.just how much electricity should a typical set of panels generate for

:17:01. > :17:02.typical set of panels generate for typical set of panels generate for

:17:02. > :17:02.typical set of panels generate for your home? Well, enough say to run

:17:03. > :17:03.your home? Well, enough say to run your home? Well, enough say to run

:17:03. > :17:04.your home? Well, enough say to run around eight ovens for a year, or

:17:04. > :17:08.around eight ovens for a year, or around eight ovens for a year, or

:17:08. > :17:09.eleven televisions or 101 toasters. eleven televisions or 101 toasters.

:17:09. > :17:10.eleven televisions or 101 toasters. Or, if you're the Loarings from

:17:10. > :17:11.Or, if you're the Loarings from Or, if you're the Loarings from

:17:11. > :17:13.Or, if you're the Loarings from Cardiff, it's likely to be a lot

:17:13. > :17:14.Cardiff, it's likely to be a lot Cardiff, it's likely to be a lot

:17:14. > :17:15.Cardiff, it's likely to be a lot less. In fact, just a fraction of

:17:15. > :17:19.less. In fact, just a fraction of less. In fact, just a fraction of

:17:19. > :17:20.the power they were promised. the power they were promised.

:17:21. > :17:21.the power they were promised. the power they were promised.

:17:21. > :17:22.losing out a lot. We should be losing out a lot. We should be

:17:22. > :17:28.losing out a lot. We should be generating �1,000 a year, and we're

:17:29. > :17:29.generating �1,000 a year, and we're generating �1,000 a year, and we're

:17:29. > :17:30.actually getting about �200. That's actually getting about �200. That's

:17:30. > :17:31.actually getting about �200. That's because despite costing over �8,500,

:17:31. > :17:32.because despite costing over �8,500, because despite costing over �8,500,

:17:32. > :17:33.these panels have been more off these panels have been more off

:17:33. > :17:34.these panels have been more off than on, whatever the weather, in

:17:34. > :17:40.than on, whatever the weather, in than on, whatever the weather, in

:17:40. > :17:41.than on, whatever the weather, in the year since they were fitted.

:17:41. > :17:41.the year since they were fitted. the year since they were fitted.

:17:41. > :17:42.lovely beautiful sunny day. You'd lovely beautiful sunny day. You'd

:17:42. > :17:43.lovely beautiful sunny day. You'd expect to be generating lots of

:17:43. > :17:44.expect to be generating lots of expect to be generating lots of

:17:45. > :17:45.electricity, but when I looked at electricity, but when I looked at

:17:45. > :17:47.electricity, but when I looked at the figures this morning, we got

:17:47. > :17:51.the figures this morning, we got the figures this morning, we got

:17:52. > :17:52.0.9kwh so far. That's virtually 0.9kwh so far. That's virtually

:17:52. > :17:54.0.9kwh so far. That's virtually nothing. John and Julia are both

:17:54. > :17:55.nothing. John and Julia are both nothing. John and Julia are both

:17:55. > :17:56.retired. Last January they decided retired. Last January they decided

:17:56. > :17:57.retired. Last January they decided retired. Last January they decided

:17:57. > :17:58.to get ten panels put on their roof to get ten panels put on their roof

:17:58. > :17:59.to get ten panels put on their roof as an investment. They say they

:17:59. > :18:00.as an investment. They say they as an investment. They say they

:18:00. > :18:02.were told they'd pay for themselves were told they'd pay for themselves

:18:02. > :18:02.were told they'd pay for themselves were told they'd pay for themselves

:18:02. > :18:08.within eight years. And this is the within eight years. And this is the

:18:08. > :18:09.within eight years. And this is the local firm they went with. British

:18:09. > :18:10.local firm they went with. British Solar Technology describes itself

:18:10. > :18:11.Solar Technology describes itself Solar Technology describes itself

:18:11. > :18:15.as an expert in renewable energy as an expert in renewable energy

:18:15. > :18:16.and promises a professional, and promises a professional,

:18:16. > :18:17.and promises a professional, reliable service. In those early

:18:17. > :18:18.reliable service. In those early reliable service. In those early

:18:18. > :18:20.reliable service. In those early days, they did what they said they

:18:20. > :18:21.days, they did what they said they days, they did what they said they

:18:21. > :18:22.days, they did what they said they were going to do. They said, oh,

:18:22. > :18:23.were going to do. They said, oh, were going to do. They said, oh,

:18:23. > :18:24.you'll have a surveyor out tomorrow, you'll have a surveyor out tomorrow,

:18:24. > :18:25.you'll have a surveyor out tomorrow, and this will happen, and actually

:18:25. > :18:26.and this will happen, and actually and this will happen, and actually

:18:26. > :18:30.within eight days of first seeing within eight days of first seeing

:18:30. > :18:31.within eight days of first seeing them we had the system installed.

:18:31. > :18:32.them we had the system installed. them we had the system installed.

:18:32. > :18:33.them we had the system installed. The solar panels did go up as

:18:33. > :18:33.The solar panels did go up as The solar panels did go up as

:18:33. > :18:34.planned last February, but almost planned last February, but almost

:18:34. > :18:41.planned last February, but almost straight away it was clear

:18:41. > :18:41.straight away it was clear straight away it was clear

:18:41. > :18:42.something wasn't right. We didn't something wasn't right. We didn't

:18:42. > :18:43.something wasn't right. We didn't something wasn't right. We didn't

:18:43. > :18:45.want to think it was a system gone want to think it was a system gone

:18:45. > :18:46.want to think it was a system gone want to think it was a system gone

:18:46. > :18:47.bad, you know. We kept blaming it bad, you know. We kept blaming it

:18:47. > :18:49.bad, you know. We kept blaming it on the weather because it was

:18:49. > :18:50.on the weather because it was on the weather because it was

:18:50. > :18:51.January, February time. The couple January, February time. The couple

:18:51. > :18:53.January, February time. The couple found their panels would stop

:18:53. > :18:54.found their panels would stop found their panels would stop

:18:54. > :18:55.working without any warning. So working without any warning. So

:18:55. > :18:56.working without any warning. So working without any warning. So

:18:56. > :18:58.working without any warning. So what do you have to do then if it's

:18:58. > :18:59.what do you have to do then if it's what do you have to do then if it's

:18:59. > :19:00.not working? Well, the only thing not working? Well, the only thing

:19:00. > :19:04.not working? Well, the only thing not working? Well, the only thing

:19:04. > :19:05.you can do then is reset this red you can do then is reset this red

:19:05. > :19:06.you can do then is reset this red knob. We sometimes re-set up to

:19:06. > :19:10.knob. We sometimes re-set up to knob. We sometimes re-set up to

:19:10. > :19:14.twenty times a day. Not exactly twenty times a day. Not exactly

:19:14. > :19:15.convenient, then. December nothing, convenient, then. December nothing,

:19:15. > :19:16.convenient, then. December nothing, January nothing. There are days and

:19:16. > :19:18.January nothing. There are days and January nothing. There are days and

:19:18. > :19:18.weeks when their panels make them weeks when their panels make them

:19:18. > :19:19.weeks when their panels make them nothing. And throughout the last

:19:19. > :19:20.nothing. And throughout the last nothing. And throughout the last

:19:20. > :19:24.twelve months, they've been chasing twelve months, they've been chasing

:19:24. > :19:25.answers from British Solar answers from British Solar

:19:25. > :19:26.answers from British Solar answers from British Solar

:19:26. > :19:27.Technology. Never once did we get a Technology. Never once did we get a

:19:27. > :19:28.Technology. Never once did we get a response. Except in September, when

:19:28. > :19:29.response. Except in September, when they finally responded, completely

:19:29. > :19:29.they finally responded, completely they finally responded, completely

:19:29. > :19:30.they finally responded, completely out of the blue, and said we've

:19:30. > :19:31.out of the blue, and said we've out of the blue, and said we've

:19:31. > :19:32.identified the problem and that identified the problem and that

:19:32. > :19:33.identified the problem and that identified the problem and that

:19:33. > :19:34.they would above all arrange for a they would above all arrange for a

:19:34. > :19:40.they would above all arrange for a replacement system to be installed

:19:41. > :19:41.replacement system to be installed replacement system to be installed

:19:41. > :19:42.within a week. But nothing happened within a week. But nothing happened

:19:42. > :19:44.within a week. But nothing happened within a week. But nothing happened

:19:44. > :19:45.and there's a very good reason for and there's a very good reason for

:19:45. > :19:46.that. British Solar Technology that. British Solar Technology

:19:46. > :19:50.that. British Solar Technology seems to have hit financial

:19:50. > :19:51.seems to have hit financial seems to have hit financial

:19:51. > :19:52.problems. One supplier told us it's problems. One supplier told us it's

:19:52. > :19:57.problems. One supplier told us it's owed more than �20,000 by British

:19:57. > :19:58.owed more than �20,000 by British owed more than �20,000 by British

:19:58. > :19:59.Solar Technology. And we've spoken Solar Technology. And we've spoken

:19:59. > :20:00.to other dissatisfied customers, to other dissatisfied customers,

:20:00. > :20:01.to other dissatisfied customers, like Grace Wylde from North

:20:02. > :20:02.like Grace Wylde from North like Grace Wylde from North

:20:02. > :20:07.Cornelly near Bridgend. She spent Cornelly near Bridgend. She spent

:20:07. > :20:08.Cornelly near Bridgend. She spent Cornelly near Bridgend. She spent

:20:08. > :20:09.�8,000 on her panels. They told me �8,000 on her panels. They told me

:20:09. > :20:09.�8,000 on her panels. They told me �8,000 on her panels. They told me

:20:09. > :20:10.I would have about �670 worth of I would have about �670 worth of

:20:10. > :20:11.I would have about �670 worth of electricity generated in a year,

:20:11. > :20:12.electricity generated in a year, electricity generated in a year,

:20:12. > :20:13.electricity generated in a year, and so far I've had �43 and a

:20:13. > :20:19.and so far I've had �43 and a and so far I've had �43 and a

:20:19. > :20:20.and so far I've had �43 and a couple of pence, and that's it. The

:20:20. > :20:21.couple of pence, and that's it. The couple of pence, and that's it. The

:20:21. > :20:28.horrible thing is I nearly horrible thing is I nearly

:20:28. > :20:29.horrible thing is I nearly recommended them to my church.

:20:29. > :20:30.recommended them to my church. recommended them to my church.

:20:30. > :20:31.Grace has also spent months chasing Grace has also spent months chasing

:20:31. > :20:33.British Solar Technology. She's British Solar Technology. She's

:20:33. > :20:33.British Solar Technology. She's been told there's a simple fault

:20:33. > :20:34.been told there's a simple fault been told there's a simple fault

:20:34. > :20:36.been told there's a simple fault with her system, but so far they

:20:36. > :20:37.with her system, but so far they with her system, but so far they

:20:37. > :20:38.haven't put it right. They promised haven't put it right. They promised

:20:38. > :20:39.haven't put it right. They promised haven't put it right. They promised

:20:39. > :20:40.that the solar panels would pay for that the solar panels would pay for

:20:40. > :20:41.that the solar panels would pay for themselves within six to seven

:20:41. > :20:42.themselves within six to seven themselves within six to seven

:20:42. > :20:43.themselves within six to seven years, and at this rate I will be

:20:43. > :20:44.years, and at this rate I will be years, and at this rate I will be

:20:44. > :20:44.years, and at this rate I will be dead, buried and 50 years on and

:20:45. > :20:49.dead, buried and 50 years on and dead, buried and 50 years on and

:20:49. > :20:50.dead, buried and 50 years on and still won't be paid for. A bold

:20:50. > :20:51.still won't be paid for. A bold still won't be paid for. A bold

:20:51. > :20:53.still won't be paid for. A bold claim - to be one of the country's

:20:53. > :20:54.claim - to be one of the country's claim - to be one of the country's

:20:54. > :20:59.biggest solar installers. Except it biggest solar installers. Except it

:20:59. > :21:00.biggest solar installers. Except it doesn't quite ring true. We've

:21:00. > :21:00.doesn't quite ring true. We've doesn't quite ring true. We've

:21:01. > :21:03.checked out the address the company checked out the address the company

:21:03. > :21:04.checked out the address the company checked out the address the company

:21:04. > :21:05.gave behind me. It turns out to be gave behind me. It turns out to be

:21:05. > :21:05.gave behind me. It turns out to be someone's flat, not an office and

:21:06. > :21:09.someone's flat, not an office and someone's flat, not an office and

:21:09. > :21:10.hardly the centre of a solar hardly the centre of a solar

:21:10. > :21:11.hardly the centre of a solar hardly the centre of a solar

:21:11. > :21:12.business empire. This is one of the business empire. This is one of the

:21:12. > :21:14.business empire. This is one of the men behind British Solar Technology

:21:14. > :21:15.men behind British Solar Technology men behind British Solar Technology

:21:15. > :21:16.- Shaun Wilkinson. X-Ray asked him - Shaun Wilkinson. X-Ray asked him

:21:16. > :21:17.- Shaun Wilkinson. X-Ray asked him - Shaun Wilkinson. X-Ray asked him

:21:17. > :21:18.for some answers - and were told for some answers - and were told

:21:18. > :21:18.for some answers - and were told for some answers - and were told

:21:18. > :21:19.the company has offered to pay for the company has offered to pay for

:21:19. > :21:22.the company has offered to pay for repairs to both the Loarings and

:21:22. > :21:23.repairs to both the Loarings and repairs to both the Loarings and

:21:23. > :21:24.Grace Wylde's systems. But they Grace Wylde's systems. But they

:21:24. > :21:25.Grace Wylde's systems. But they don't say when that'll happen, and

:21:25. > :21:28.don't say when that'll happen, and don't say when that'll happen, and

:21:28. > :21:29.blame a supplier for the problems. blame a supplier for the problems.

:21:29. > :21:30.blame a supplier for the problems. It's been an absolute nightmare.

:21:30. > :21:31.It's been an absolute nightmare. It's been an absolute nightmare.

:21:31. > :21:32.It's been an absolute nightmare. You feel such an idiot. You wake up

:21:32. > :21:33.You feel such an idiot. You wake up You feel such an idiot. You wake up

:21:33. > :21:34.You feel such an idiot. You wake up in the middle of the night, and

:21:34. > :21:34.in the middle of the night, and in the middle of the night, and

:21:34. > :21:36.in the middle of the night, and think, oh god, I've lost �8,500 -

:21:36. > :21:37.think, oh god, I've lost �8,500 - think, oh god, I've lost �8,500 -

:21:37. > :21:38.think, oh god, I've lost �8,500 - not a nice feeling. Well, there is

:21:38. > :21:41.not a nice feeling. Well, there is not a nice feeling. Well, there is

:21:41. > :21:42.some good news for the Loarings. some good news for the Loarings.

:21:42. > :21:43.some good news for the Loarings. Not from British Solar Technology,

:21:43. > :21:43.Not from British Solar Technology, Not from British Solar Technology,

:21:43. > :21:44.but from two different companies but from two different companies

:21:44. > :21:46.but from two different companies who supplied and did the fitting

:21:46. > :21:47.who supplied and did the fitting who supplied and did the fitting

:21:47. > :21:48.work on the panels. Although work on the panels. Although

:21:48. > :21:49.work on the panels. Although they're not responsible for the

:21:49. > :21:50.they're not responsible for the they're not responsible for the

:21:50. > :21:57.problems, they've been round and problems, they've been round and

:21:57. > :21:58.fixed the system. Nice! fixed the system. Nice!

:21:58. > :21:59.fixed the system. Nice! Now let's get back to our

:21:59. > :21:59.Now let's get back to our Now let's get back to our

:22:00. > :22:00.investigation into the way one of investigation into the way one of

:22:00. > :22:01.investigation into the way one of south Wales' biggest second hand

:22:01. > :22:02.south Wales' biggest second hand south Wales' biggest second hand

:22:02. > :22:03.car dealers sell their warranties. car dealers sell their warranties.

:22:03. > :22:04.car dealers sell their warranties. Trade Centre Wales loves to shout

:22:04. > :22:05.Trade Centre Wales loves to shout Trade Centre Wales loves to shout

:22:05. > :22:06.about its prices But salesmen were about its prices But salesmen were

:22:06. > :22:07.about its prices But salesmen were about its prices But salesmen were

:22:07. > :22:08.less keen to speak about the small less keen to speak about the small

:22:08. > :22:09.less keen to speak about the small print in their warranties when they

:22:09. > :22:10.print in their warranties when they print in their warranties when they

:22:10. > :22:18.print in their warranties when they sold Wayne Randell a used car last

:22:18. > :22:19.sold Wayne Randell a used car last sold Wayne Randell a used car last

:22:19. > :22:20.sold Wayne Randell a used car last year. He turned around and told me

:22:20. > :22:21.year. He turned around and told me year. He turned around and told me

:22:21. > :22:23.the warranty was the best thing the warranty was the best thing

:22:23. > :22:24.the warranty was the best thing since sliced bread. It covers

:22:24. > :22:25.since sliced bread. It covers since sliced bread. It covers

:22:25. > :22:29.absolutely everything on the car absolutely everything on the car

:22:29. > :22:30.absolutely everything on the car apart from tyres and brakes. But

:22:30. > :22:31.apart from tyres and brakes. But apart from tyres and brakes. But

:22:31. > :22:32.apart from tyres and brakes. But when he tried to claim for a new

:22:32. > :22:33.when he tried to claim for a new when he tried to claim for a new

:22:33. > :22:34.when he tried to claim for a new turbo he was told he wasn't covered.

:22:34. > :22:38.turbo he was told he wasn't covered. turbo he was told he wasn't covered.

:22:38. > :22:39.turbo he was told he wasn't covered. He had to pay the �875 bill himself.

:22:39. > :22:40.He had to pay the �875 bill himself. He had to pay the �875 bill himself.

:22:40. > :22:41.So are customers being told the So are customers being told the

:22:41. > :22:42.So are customers being told the full story when they buy warranties

:22:42. > :22:43.full story when they buy warranties full story when they buy warranties

:22:43. > :22:44.full story when they buy warranties at Trade Centre Wales in Neath and

:22:44. > :22:45.at Trade Centre Wales in Neath and at Trade Centre Wales in Neath and

:22:45. > :22:49.Merthyr? Just looking for a little Merthyr? Just looking for a little

:22:49. > :22:50.Merthyr? Just looking for a little car for my wife. Our researchers

:22:50. > :22:51.car for my wife. Our researchers car for my wife. Our researchers

:22:51. > :22:55.have been undercover in both their have been undercover in both their

:22:56. > :22:56.outlets to find out. outlets to find out.

:22:56. > :22:58.outlets to find out. The shop floor salesmen don't sell

:22:58. > :22:59.The shop floor salesmen don't sell The shop floor salesmen don't sell

:22:59. > :23:02.the warranties. We're taken to the the warranties. We're taken to the

:23:02. > :23:03.the warranties. We're taken to the business managers for that. Because

:23:03. > :23:04.business managers for that. Because business managers for that. Because

:23:04. > :23:05.we're regulated by the financial we're regulated by the financial

:23:05. > :23:07.we're regulated by the financial services... He knows the ins and

:23:07. > :23:08.services... He knows the ins and services... He knows the ins and

:23:08. > :23:09.outs. We've been through the outs. We've been through the

:23:09. > :23:10.outs. We've been through the warranty's small print and we're

:23:10. > :23:12.warranty's small print and we're warranty's small print and we're

:23:12. > :23:13.going to test them on three going to test them on three

:23:13. > :23:14.going to test them on three questions. First, will they tell us

:23:14. > :23:19.questions. First, will they tell us questions. First, will they tell us

:23:19. > :23:20.about the �1,000 limit on claims? about the �1,000 limit on claims?

:23:20. > :23:21.about the �1,000 limit on claims? about the �1,000 limit on claims?

:23:21. > :23:22.If you have a look it's parts, If you have a look it's parts,

:23:22. > :23:24.If you have a look it's parts, labour and VAT. It's unlimited

:23:24. > :23:25.labour and VAT. It's unlimited labour and VAT. It's unlimited

:23:25. > :23:26.claims, unlimited mileage. So are claims, unlimited mileage. So are

:23:26. > :23:27.claims, unlimited mileage. So are claims, unlimited mileage. So are

:23:27. > :23:28.there no limits on this policy? there no limits on this policy?

:23:28. > :23:30.there no limits on this policy? it's unlimited claims no matter how

:23:30. > :23:31.it's unlimited claims no matter how it's unlimited claims no matter how

:23:31. > :23:32.it's unlimited claims no matter how many times it happens? Up to the

:23:32. > :23:33.many times it happens? Up to the many times it happens? Up to the

:23:33. > :23:34.many times it happens? Up to the value of the car. �1,000 per claim.

:23:34. > :23:36.value of the car. �1,000 per claim. value of the car. �1,000 per claim.

:23:36. > :23:37.value of the car. �1,000 per claim. value of the car. �1,000 per claim.

:23:37. > :23:38.Up to the value of the car. So this Up to the value of the car. So this

:23:38. > :23:39.Up to the value of the car. So this salesman does tell us about the

:23:39. > :23:40.salesman does tell us about the salesman does tell us about the

:23:40. > :23:41.maximum claims limits on the policy. maximum claims limits on the policy.

:23:41. > :23:43.maximum claims limits on the policy. maximum claims limits on the policy.

:23:43. > :23:44.But we had to ask. Not everyone was But we had to ask. Not everyone was

:23:44. > :23:45.But we had to ask. Not everyone was so upfront. Another salesman told

:23:45. > :23:45.so upfront. Another salesman told so upfront. Another salesman told

:23:45. > :23:46.so upfront. Another salesman told us we'd be covered if the engine

:23:46. > :23:47.us we'd be covered if the engine us we'd be covered if the engine

:23:47. > :23:50.failed but that would cost more failed but that would cost more

:23:50. > :23:51.failed but that would cost more failed but that would cost more

:23:51. > :23:54.than �1,000 to fix. But will he than �1,000 to fix. But will he

:23:54. > :23:55.than �1,000 to fix. But will he tell us about the limit?

:23:55. > :23:56.tell us about the limit? tell us about the limit?

:23:56. > :23:57.there's nothing I need to know there's nothing I need to know

:23:57. > :23:58.there's nothing I need to know about that? No.That sounds cool,

:23:58. > :23:59.about that? No.That sounds cool, about that? No.That sounds cool,

:23:59. > :24:03.about that? No.That sounds cool, so anything else I need to tell

:24:03. > :24:03.so anything else I need to tell so anything else I need to tell

:24:04. > :24:05.him? Like? He's clearly not going him? Like? He's clearly not going

:24:05. > :24:05.him? Like? He's clearly not going him? Like? He's clearly not going

:24:05. > :24:06.to tell us about the limits. A to tell us about the limits. A

:24:06. > :24:10.to tell us about the limits. A second salesman also failed to give

:24:10. > :24:11.second salesman also failed to give us this crucial information.

:24:12. > :24:12.us this crucial information. us this crucial information.

:24:12. > :24:14.What does motoring expert Tim What does motoring expert Tim

:24:14. > :24:15.What does motoring expert Tim Shallcross think of this? Some of

:24:15. > :24:16.Shallcross think of this? Some of Shallcross think of this? Some of

:24:16. > :24:17.the salesmen are talking about the salesmen are talking about

:24:17. > :24:20.the salesmen are talking about financial limits and some are not.

:24:20. > :24:21.financial limits and some are not. financial limits and some are not.

:24:21. > :24:21.That is very misleading. You might That is very misleading. You might

:24:21. > :24:22.That is very misleading. You might think you are covered because

:24:22. > :24:23.think you are covered because think you are covered because

:24:23. > :24:24.something major has packed up. In something major has packed up. In

:24:24. > :24:27.something major has packed up. In something major has packed up. In

:24:27. > :24:28.fact there is a �1,000 limit on any fact there is a �1,000 limit on any

:24:28. > :24:30.fact there is a �1,000 limit on any individual claim. Now for question

:24:30. > :24:30.individual claim. Now for question individual claim. Now for question

:24:30. > :24:31.individual claim. Now for question two. Will they tell us about the

:24:31. > :24:32.two. Will they tell us about the two. Will they tell us about the

:24:32. > :24:38.small print which means many small print which means many

:24:38. > :24:39.repairs aren't covered? They're repairs aren't covered? They're

:24:39. > :24:40.repairs aren't covered? They're repairs aren't covered? They're

:24:40. > :24:41.certainly keen to tell us what is certainly keen to tell us what is

:24:41. > :24:42.covered. Engine, gearbox, axle, covered. Engine, gearbox, axle,

:24:42. > :24:43.driveshaft starter motor, driveshaft starter motor,

:24:43. > :24:44.alternator, windscreen wiper motor, alternator, windscreen wiper motor,

:24:44. > :24:45.electronic ignition module, fuel electronic ignition module, fuel

:24:45. > :24:46.electronic ignition module, fuel injection pump, CB joints and

:24:46. > :24:47.injection pump, CB joints and injection pump, CB joints and

:24:47. > :24:48.couplings, turbos, if it is a couplings, turbos, if it is a

:24:48. > :24:49.couplings, turbos, if it is a diesel, lift pump on the diesel,

:24:49. > :24:50.diesel, lift pump on the diesel, catalytic converter is covered

:24:50. > :25:00.catalytic converter is covered catalytic converter is covered

:25:00. > :25:00.

:25:00. > :25:01.major components. It's a good cover. major components. It's a good cover.

:25:01. > :25:02.major components. It's a good cover. Impressive list but he's wrong

:25:02. > :25:04.Impressive list but he's wrong Impressive list but he's wrong

:25:04. > :25:05.about the catalytic converter. about the catalytic converter.

:25:05. > :25:07.about the catalytic converter. not covered. And he suggests the

:25:07. > :25:08.not covered. And he suggests the not covered. And he suggests the

:25:08. > :25:09.turbo's covered. But not when turbo's covered. But not when

:25:09. > :25:13.turbo's covered. But not when there's wear and tear involved, as

:25:13. > :25:14.there's wear and tear involved, as there's wear and tear involved, as

:25:14. > :25:15.Wayne discovered. If the engine Wayne discovered. If the engine

:25:15. > :25:16.Wayne discovered. If the engine Wayne discovered. If the engine

:25:16. > :25:17.goes or the gearbox goes or any of goes or the gearbox goes or any of

:25:17. > :25:18.goes or the gearbox goes or any of the electrics in the car so

:25:18. > :25:18.the electrics in the car so the electrics in the car so

:25:18. > :25:20.basically covering you for any basically covering you for any

:25:20. > :25:21.basically covering you for any mechanical failures. Yes.If that

:25:21. > :25:21.mechanical failures. Yes.If that mechanical failures. Yes.If that

:25:22. > :25:23.happens obviously the warranty will happens obviously the warranty will

:25:23. > :25:24.happens obviously the warranty will happens obviously the warranty will

:25:24. > :25:25.take care of it for you. But this take care of it for you. But this

:25:25. > :25:26.take care of it for you. But this take care of it for you. But this

:25:26. > :25:27.just isn't right. No parts will be just isn't right. No parts will be

:25:27. > :25:28.just isn't right. No parts will be just isn't right. No parts will be

:25:28. > :25:31.covered if they wear out. What do covered if they wear out. What do

:25:31. > :25:33.covered if they wear out. What do the salesmen say isn't covered?

:25:33. > :25:34.the salesmen say isn't covered? the salesmen say isn't covered?

:25:34. > :25:34.what isn't covered? Wear and tear what isn't covered? Wear and tear

:25:34. > :25:35.what isn't covered? Wear and tear items aren't covered, so obvious

:25:35. > :25:36.items aren't covered, so obvious items aren't covered, so obvious

:25:36. > :25:40.ones like tyres and brake pads ones like tyres and brake pads

:25:40. > :25:41.ones like tyres and brake pads things like that. The warranty is

:25:41. > :25:42.things like that. The warranty is things like that. The warranty is

:25:42. > :25:43.for everything, that's fine. for everything, that's fine.

:25:43. > :25:44.for everything, that's fine. only thing it doesn't cover is

:25:44. > :25:45.only thing it doesn't cover is only thing it doesn't cover is

:25:45. > :25:46.only thing it doesn't cover is tyres and that kind of stuff, do

:25:46. > :25:47.tyres and that kind of stuff, do tyres and that kind of stuff, do

:25:47. > :25:48.tyres and that kind of stuff, do you know what I mean like.

:25:48. > :25:48.you know what I mean like. you know what I mean like.

:25:48. > :25:51.impression given is that virtually impression given is that virtually

:25:51. > :25:52.impression given is that virtually everything is covered. The only

:25:52. > :25:53.everything is covered. The only everything is covered. The only

:25:53. > :25:54.thing that isn't that aren't is thing that isn't that aren't is

:25:54. > :25:55.thing that isn't that aren't is things like light bulbs, tyres, the

:25:55. > :25:56.things like light bulbs, tyres, the things like light bulbs, tyres, the

:25:56. > :25:57.kind of thing you would normally kind of thing you would normally

:25:57. > :25:57.kind of thing you would normally kind of thing you would normally

:25:57. > :25:58.expect. There are a lot of things expect. There are a lot of things

:25:58. > :25:59.that are specifically excluded. that are specifically excluded.

:25:59. > :26:00.that are specifically excluded. Sadly they are written in quite

:26:00. > :26:01.Sadly they are written in quite Sadly they are written in quite

:26:01. > :26:02.technical language so the average technical language so the average

:26:02. > :26:03.technical language so the average motorist doesn't know if they are

:26:03. > :26:04.motorist doesn't know if they are motorist doesn't know if they are

:26:04. > :26:05.important or not. And finally do important or not. And finally do

:26:05. > :26:07.important or not. And finally do important or not. And finally do

:26:07. > :26:08.you get a hire car when you break you get a hire car when you break

:26:08. > :26:08.you get a hire car when you break you get a hire car when you break

:26:08. > :26:09.down? If the car's off the road down? If the car's off the road

:26:09. > :26:11.down? If the car's off the road we'll supply you with a courtesy

:26:11. > :26:12.we'll supply you with a courtesy we'll supply you with a courtesy

:26:12. > :26:13.we'll supply you with a courtesy car. A courtesy car is provided if

:26:13. > :26:14.car. A courtesy car is provided if car. A courtesy car is provided if

:26:14. > :26:15.car. A courtesy car is provided if the car is in the garage for more

:26:15. > :26:18.the car is in the garage for more the car is in the garage for more

:26:18. > :26:19.than eight hours. This is simply than eight hours. This is simply

:26:19. > :26:20.than eight hours. This is simply than eight hours. This is simply

:26:20. > :26:21.not true. What most of them say and not true. What most of them say and

:26:21. > :26:22.not true. What most of them say and what this policy specifies is that

:26:22. > :26:23.what this policy specifies is that what this policy specifies is that

:26:23. > :26:24.what this policy specifies is that you'll get a hire car if the book

:26:24. > :26:25.you'll get a hire car if the book you'll get a hire car if the book

:26:25. > :26:26.repair time - the official workshop repair time - the official workshop

:26:26. > :26:27.repair time - the official workshop repair time - the official workshop

:26:27. > :26:32.repair time for your car - is more repair time for your car - is more

:26:32. > :26:32.repair time for your car - is more repair time for your car - is more

:26:32. > :26:33.than eight hours. The fact that you than eight hours. The fact that you

:26:33. > :26:34.than eight hours. The fact that you than eight hours. The fact that you

:26:34. > :26:35.might be waiting a week for parts might be waiting a week for parts

:26:35. > :26:37.might be waiting a week for parts or they can't touch it until

:26:37. > :26:38.or they can't touch it until Tuesday is completely irrelevant.

:26:38. > :26:41.Tuesday is completely irrelevant. Tuesday is completely irrelevant.

:26:41. > :26:44.Tuesday is completely irrelevant. You will not get a hire car.

:26:44. > :26:46.You will not get a hire car. You will not get a hire car.

:26:46. > :26:47.three questions three fails. Tim's three questions three fails. Tim's

:26:47. > :26:48.three questions three fails. Tim's not impressed. The way these TCW

:26:48. > :26:49.not impressed. The way these TCW not impressed. The way these TCW

:26:49. > :26:50.salesmen are portraying this policy salesmen are portraying this policy

:26:50. > :26:56.salesmen are portraying this policy salesmen are portraying this policy

:26:56. > :26:57.is at best vague and at worst is at best vague and at worst

:26:57. > :26:58.is at best vague and at worst positively misleading. They are not

:26:58. > :26:59.positively misleading. They are not positively misleading. They are not

:26:59. > :27:02.explaining what is covered and more explaining what is covered and more

:27:02. > :27:03.explaining what is covered and more importantly, what isn't covered.

:27:03. > :27:03.importantly, what isn't covered. importantly, what isn't covered.

:27:04. > :27:05.it seems customers are being kept it seems customers are being kept

:27:05. > :27:06.it seems customers are being kept in the dark when they buy

:27:06. > :27:10.in the dark when they buy in the dark when they buy

:27:10. > :27:11.warranties costing up to �600. Now, warranties costing up to �600. Now,

:27:11. > :27:12.warranties costing up to �600. Now, Trade Centre Wales not surprisingly

:27:12. > :27:13.Trade Centre Wales not surprisingly Trade Centre Wales not surprisingly

:27:13. > :27:20.are unhappy with that report which are unhappy with that report which

:27:20. > :27:21.are unhappy with that report which they say is poorly researched. You

:27:21. > :27:22.they say is poorly researched. You they say is poorly researched. You

:27:22. > :27:23.they say is poorly researched. You saw in the report that every one of

:27:23. > :27:23.saw in the report that every one of saw in the report that every one of

:27:24. > :27:25.our researchers were shown through our researchers were shown through

:27:25. > :27:25.our researchers were shown through our researchers were shown through

:27:25. > :27:26.to a manager because the shop floor to a manager because the shop floor

:27:26. > :27:31.salesmen couldn't discuss salesmen couldn't discuss

:27:31. > :27:32.salesmen couldn't discuss warranties and finance with us. But

:27:32. > :27:33.warranties and finance with us. But warranties and finance with us. But

:27:33. > :27:33.Trade Centre Wales say these Trade Centre Wales say these

:27:33. > :27:34.Trade Centre Wales say these managers were reads not authorised

:27:34. > :27:35.managers were reads not authorised managers were reads not authorised

:27:35. > :27:38.or employed to dispense advice and or employed to dispense advice and

:27:38. > :27:39.explanation of these schemes. explanation of these schemes.

:27:39. > :27:40.explanation of these schemes. Apparently if we'd actually bought

:27:40. > :27:41.Apparently if we'd actually bought Apparently if we'd actually bought

:27:41. > :27:41.Apparently if we'd actually bought a car we'd have seen a "compliance

:27:41. > :27:42.a car we'd have seen a "compliance a car we'd have seen a "compliance

:27:42. > :27:43.manager" who would have given them manager" who would have given them

:27:43. > :27:49.manager" who would have given them a full explanation of what they

:27:49. > :27:50.a full explanation of what they a full explanation of what they

:27:50. > :27:50.were buying. They also say that were buying. They also say that

:27:50. > :27:51.were buying. They also say that they work closely with Trading

:27:51. > :27:52.they work closely with Trading they work closely with Trading

:27:52. > :27:53.Standards to make sure their Standards to make sure their

:27:53. > :27:54.Standards to make sure their procedures are right. And they say

:27:54. > :27:55.procedures are right. And they say procedures are right. And they say

:27:55. > :27:56.that they do offer everyone a that they do offer everyone a

:27:56. > :27:57.that they do offer everyone a that they do offer everyone a

:27:57. > :27:58.courtesy car but they admit that is courtesy car but they admit that is

:27:58. > :28:08.courtesy car but they admit that is a goodwill gesture and not right

:28:08. > :28:09.

:28:09. > :28:10.a goodwill gesture and not right under the warranty.

:28:10. > :28:10.under the warranty. under the warranty.

:28:10. > :28:11.under the warranty. Well, that is it for this week.

:28:12. > :28:12.Well, that is it for this week. Well, that is it for this week.

:28:12. > :28:13.Remember if you've got anything Remember if you've got anything

:28:13. > :28:18.Remember if you've got anything you'd like us to investigate, do

:28:18. > :28:19.you'd like us to investigate, do you'd like us to investigate, do

:28:19. > :28:20.you'd like us to investigate, do get in touch. And remember you can

:28:20. > :28:24.get in touch. And remember you can get in touch. And remember you can

:28:24. > :28:25.follow us on Twitter too. follow us on Twitter too.

:28:25. > :28:26.follow us on Twitter too. follow us on Twitter too.

:28:26. > :28:27.Next week, the amazing story of the Next week, the amazing story of the

:28:27. > :28:28.young traveller from Pembrokeshire, young traveller from Pembrokeshire,

:28:28. > :28:29.young traveller from Pembrokeshire, left stranded in Singapore. Why is

:28:29. > :28:34.left stranded in Singapore. Why is left stranded in Singapore. Why is