Episode 20 X-Ray

You're watching X-Ray. On tonight's You're watching X-Ray. On tonight's

programme: The Newport family programme: The Newport family

programme: The Newport family living in a building site. Would

living in a building site. Would living in a building site. Would

you employ the company behind all 12-hour flight delays made Cheryl

12-hour flight delays made Cheryl 12-hour flight delays made Cheryl

suffer. But why won't Thomas Cook suffer. But why won't Thomas Cook

suffer. But why won't Thomas Cook pay the compensation she deserves?

pay the compensation she deserves? pay the compensation she deserves?

The solar panels that don't deliver Hi there. Thanks for joining us.

Hi there. Thanks for joining us. Hi there. Thanks for joining us.

Hi there. Thanks for joining us. Tonight I'm in Neath, home of one

Tonight I'm in Neath, home of one Tonight I'm in Neath, home of one

of Wales' best known garages, Trade of Wales' best known garages, Trade

of Wales' best known garages, Trade Centre Wales. Later we'll be

Centre Wales. Later we'll be Centre Wales. Later we'll be

undercover, finding out just how undercover, finding out just how

undercover, finding out just how undercover, finding out just how

much they don't tell you about the much they don't tell you about the

But before that. When the Cobner But before that. When the Cobner

But before that. When the Cobner family from Newport engaged a

family from Newport engaged a family from Newport engaged a

company to design and project company to design and project

company to design and project manage their building work, they

manage their building work, they manage their building work, they

manage their building work, they hoped the work would be done fast

hoped the work would be done fast hoped the work would be done fast

hoped the work would be done fast and well. Lucy went out to find out

and well. Lucy went out to find out As the old saying goes home is

As the old saying goes home is As the old saying goes home is

As the old saying goes home is where the heart is and for Simon

where the heart is and for Simon where the heart is and for Simon

and Vicki Cobner that definitely and Vicki Cobner that definitely

and Vicki Cobner that definitely and Vicki Cobner that definitely

rings true. Over the past 12 years rings true. Over the past 12 years

rings true. Over the past 12 years they've collected some very special

they've collected some very special they've collected some very special

memories at their home in Risca memories at their home in Risca

memories at their home in Risca where they live with their children

where they live with their children where they live with their children

But as their family has grown so But as their family has grown so

But as their family has grown so has their needs. In Spring last

has their needs. In Spring last has their needs. In Spring last

has their needs. In Spring last year, with another baby on the way,

year, with another baby on the way, year, with another baby on the way,

the couple decided to extend their the couple decided to extend their

the couple decided to extend their home. The house wasn't quite big

home. The house wasn't quite big home. The house wasn't quite big

home. The house wasn't quite big enough but we didn't want to move,

enough but we didn't want to move, enough but we didn't want to move,

enough but we didn't want to move, we wanted to stay here. Simon and

we wanted to stay here. Simon and we wanted to stay here. Simon and

we wanted to stay here. Simon and Vicki wanted to make sure they did

Vicki wanted to make sure they did Vicki wanted to make sure they did

Vicki wanted to make sure they did the job right so they looked for

the job right so they looked for the job right so they looked for

the job right so they looked for some expert help to draw up some

some expert help to draw up some some expert help to draw up some

plans. Simon discovered local firm plans. Simon discovered local firm

plans. Simon discovered local firm Helm Design and Planning. He told

Helm Design and Planning. He told Helm Design and Planning. He told

Helm Design and Planning. He told them what he wanted and a few weeks

them what he wanted and a few weeks them what he wanted and a few weeks

them what he wanted and a few weeks later he received the plans, for a

later he received the plans, for a later he received the plans, for a

ground floor extension to the ground floor extension to the

ground floor extension to the ground floor extension to the

kitchen and a new room on the first They were pretty much spot on what

They were pretty much spot on what They were pretty much spot on what

we wanted. It highlighted the space we wanted. It highlighted the space

we wanted. It highlighted the space we would gain by building the

we would gain by building the we would gain by building the

laundry room and having the Simon started to look for a builder

Simon started to look for a builder Simon started to look for a builder

Simon started to look for a builder and, after Helm's good work on the

and, after Helm's good work on the and, after Helm's good work on the

and, after Helm's good work on the designs, he asked them for a quote

designs, he asked them for a quote designs, he asked them for a quote

designs, he asked them for a quote too and once again he was pleased

too and once again he was pleased too and once again he was pleased

too and once again he was pleased with what he saw. Helm Design told

with what he saw. Helm Design told with what he saw. Helm Design told

them they could complete the work them they could complete the work

them they could complete the work in just four weeks, long before

in just four weeks, long before in just four weeks, long before

Vicki's due date in November, and Vicki's due date in November, and

Vicki's due date in November, and quoted an initial price of almost

quoted an initial price of almost quoted an initial price of almost

�17,000. Helm Design and Planning �17,000. Helm Design and Planning

�17,000. Helm Design and Planning even offered to project manage the

They would handle all the time They would handle all the time

management, materials and management, materials and

management, materials and everything which again was another

everything which again was another everything which again was another

stress and hassle I didn't have stress and hassle I didn't have

stress and hassle I didn't have stress and hassle I didn't have

time for. And you were hoping to time for. And you were hoping to

time for. And you were hoping to have everything done in time for

have everything done in time for Callie's arrival? Definitely, more

Callie's arrival? Definitely, more Callie's arrival? Definitely, more

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

than done. We was looking to have than done. We was looking to have

the extension finished and any the extension finished and any

the extension finished and any the extension finished and any

other work to do in the house. Helm other work to do in the house. Helm

other work to do in the house. Helm Design and Planning started work in

Design and Planning started work in Design and Planning started work in

July last year. But months later July last year. But months later

July last year. But months later July last year. But months later

the house looks like this and the the house looks like this and the

the house looks like this and the builders haven't been on site since

And instead of a new extension with And instead of a new extension with

And instead of a new extension with all the trimmings the family have

all the trimmings the family have all the trimmings the family have

all the trimmings the family have been left in a cold, damp house

been left in a cold, damp house been left in a cold, damp house

been left in a cold, damp house with a room they can't even use.

with a room they can't even use. with a room they can't even use.

with a room they can't even use. With so much at stake we've brought

With so much at stake we've brought With so much at stake we've brought

in chartered surveyor Tim Davies to in chartered surveyor Tim Davies to

in chartered surveyor Tim Davies to in chartered surveyor Tim Davies to

get his take on it and his first get his take on it and his first

impressions aren't good. They've impressions aren't good. They've

impressions aren't good. They've impressions aren't good. They've

left it in a really bad state left it in a really bad state

left it in a really bad state haven't they. There's just rubbish

haven't they. There's just rubbish haven't they. There's just rubbish

everywhere it really is quite everywhere it really is quite

everywhere it really is quite shocking. Tim's going to inspect

shocking. Tim's going to inspect shocking. Tim's going to inspect

the house and give his final the house and give his final

the house and give his final verdict later. So what's gone so

verdict later. So what's gone so verdict later. So what's gone so

wrong that has meant the family's wrong that has meant the family's

wrong that has meant the family's wrong that has meant the family's

dream home has been left in tatters. dream home has been left in tatters.

dream home has been left in tatters. The problems started more or less

The problems started more or less straightaway, when the builders

straightaway, when the builders straightaway, when the builders

discovered a drain under the house. discovered a drain under the house.

discovered a drain under the house. That delayed the build for several

That delayed the build for several That delayed the build for several

weeks. Finally in September work weeks. Finally in September work

weeks. Finally in September work weeks. Finally in September work

began again and the walls of the began again and the walls of the

began again and the walls of the two storey extension started to go

two storey extension started to go two storey extension started to go

two storey extension started to go up but it wouldn't be the last time

up but it wouldn't be the last time up but it wouldn't be the last time

up but it wouldn't be the last time work was delayed. First of all they

work was delayed. First of all they work was delayed. First of all they

didn't have enough scaffolding to didn't have enough scaffolding to

didn't have enough scaffolding to didn't have enough scaffolding to

start work on the roof. Then when start work on the roof. Then when

start work on the roof. Then when they joined the two roofs together

they joined the two roofs together they joined the two roofs together

water leaked into the house water leaked into the house

flooding little Morgan's bedroom. flooding little Morgan's bedroom.

flooding little Morgan's bedroom. It was just basically, as Morgan

It was just basically, as Morgan It was just basically, as Morgan

It was just basically, as Morgan would say, it's raining in my room.

would say, it's raining in my room. would say, it's raining in my room.

It was pouring through. Time was It was pouring through. Time was

It was pouring through. Time was It was pouring through. Time was

ticking on and in late October the ticking on and in late October the

ticking on and in late October the new windows were delivered. But

new windows were delivered. But new windows were delivered. But

they couldn't be fitted because they couldn't be fitted because

they couldn't be fitted because they weren't the right size.

they weren't the right size. they weren't the right size.

basically left us with gaping holes basically left us with gaping holes

basically left us with gaping holes throughout our entire house. By now

throughout our entire house. By now throughout our entire house. By now

the four week timescale that Helm the four week timescale that Helm

the four week timescale that Helm the four week timescale that Helm

had promised had long gone and the had promised had long gone and the

had promised had long gone and the family had a much more pressing

family had a much more pressing deadline looming. Baby Callie

deadline looming. Baby Callie arrived unexpectedly early. Vicki

arrived unexpectedly early. Vicki arrived unexpectedly early. Vicki

arrived unexpectedly early. Vicki gave birth at home on a dust sheet.

gave birth at home on a dust sheet. gave birth at home on a dust sheet.

gave birth at home on a dust sheet. It was just freezing cold. We had

It was just freezing cold. We had It was just freezing cold. We had

It was just freezing cold. We had to have the heaters on. We stuffed

to have the heaters on. We stuffed to have the heaters on. We stuffed

to have the heaters on. We stuffed the window with lagging to try and

the window with lagging to try and the window with lagging to try and

the window with lagging to try and stop the draft we had heavy sheets

stop the draft we had heavy sheets stop the draft we had heavy sheets

stop the draft we had heavy sheets hung in the doorways to try and get

hung in the doorways to try and get hung in the doorways to try and get

hung in the doorways to try and get a bit of warmth. And the very next

a bit of warmth. And the very next a bit of warmth. And the very next

a bit of warmth. And the very next day Helm's workers showed up to try

day Helm's workers showed up to try day Helm's workers showed up to try

day Helm's workers showed up to try and fit the new windows. It was

and fit the new windows. It was and fit the new windows. It was

and fit the new windows. It was just over 12 hours after she was

just over 12 hours after she was just over 12 hours after she was

just over 12 hours after she was just over 12 hours after she was

born and I had to pack up and take born and I had to pack up and take

born and I had to pack up and take born and I had to pack up and take

her out. Middle of November. It was her out. Middle of November. It was

her out. Middle of November. It was awful. And after all that

awful. And after all that awful. And after all that

disruption the windows don't even disruption the windows don't even

disruption the windows don't even fit properly. The window is not

fit properly. The window is not fit properly. The window is not

fit properly. The window is not screwed in. It's not sealed in any

screwed in. It's not sealed in any screwed in. It's not sealed in any

way. Basically the only thing way. Basically the only thing

way. Basically the only thing way. Basically the only thing

holding it in is the expanding foam holding it in is the expanding foam

holding it in is the expanding foam they've squirted around the outside.

they've squirted around the outside. they've squirted around the outside.

they've squirted around the outside. To cap it all Simon has been told

To cap it all Simon has been told To cap it all Simon has been told

the first floor extension doesn't the first floor extension doesn't

the first floor extension doesn't meet building regulations. The last

meet building regulations. The last meet building regulations. The last

conversation I had with the guy conversation I had with the guy

conversation I had with the guy from planning he's stating that I

from planning he's stating that I from planning he's stating that I

from planning he's stating that I need to change the layout of the

need to change the layout of the need to change the layout of the

landing area that leads into this landing area that leads into this

landing area that leads into this landing area that leads into this

room to put a couple of partition room to put a couple of partition

room to put a couple of partition room to put a couple of partition

walls up and fire doors to secure walls up and fire doors to secure

walls up and fire doors to secure walls up and fire doors to secure

the exit from this room in the the exit from this room in the

the exit from this room in the the exit from this room in the

event of fire. So really it makes event of fire. So really it makes

event of fire. So really it makes all of this pointless? We gain

all of this pointless? We gain all of this pointless? We gain

all of this pointless? We gain nothing by having this room. All we

nothing by having this room. All we nothing by having this room. All we

nothing by having this room. All we gain is an extra door to walk

gain is an extra door to walk gain is an extra door to walk

through before getting to a through before getting to a

through before getting to a cupboard. It's crazy really, I

cupboard. It's crazy really, I cupboard. It's crazy really, I

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

can't make sense of it at the can't make sense of it at the

can't make sense of it at the moment. Tim, what do you make of

moment. Tim, what do you make of moment. Tim, what do you make of

it? This should all have been it? This should all have been

it? This should all have been sorted out at building reg planning

sorted out at building reg planning sorted out at building reg planning

submission stage. It smacks of submission stage. It smacks of

submission stage. It smacks of incompetence. To add insult to

incompetence. To add insult to incompetence. To add insult to

injury, holes were left in the injury, holes were left in the

extension wall. And squirrels extension wall. And squirrels

extension wall. And squirrels invaded the loft, destroying some

invaded the loft, destroying some invaded the loft, destroying some

of the family's belongings. In of the family's belongings. In

of the family's belongings. In December the builders downed tools

December the builders downed tools December the builders downed tools

completely, leaving the family at completely, leaving the family at

completely, leaving the family at completely, leaving the family at

the end of their tether. I've got the end of their tether. I've got

the end of their tether. I've got nowhere safe for my children to

nowhere safe for my children to nowhere safe for my children to

nowhere safe for my children to play outside and it's just not fair

play outside and it's just not fair play outside and it's just not fair

play outside and it's just not fair on them. Time for us to get

on them. Time for us to get Chartered Surveyor Tim Davies's

Chartered Surveyor Tim Davies's Chartered Surveyor Tim Davies's

Chartered Surveyor Tim Davies's take on the build. Tim, you've had

take on the build. Tim, you've had take on the build. Tim, you've had

take on the build. Tim, you've had a look around what do you think of

a look around what do you think of a look around what do you think of

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

the work? It's very poor. There's a the work? It's very poor. There's a

lot of substandard work there Lucy lot of substandard work there Lucy

lot of substandard work there Lucy lot of substandard work there Lucy

and it's going to take some work to and it's going to take some work to

and it's going to take some work to put it right. What about the

put it right. What about the put it right. What about the

windows and those tiles around them. windows and those tiles around them.

windows and those tiles around them. Yeah, they're broken ceramic tiles

Yeah, they're broken ceramic tiles Yeah, they're broken ceramic tiles

they've used to infil under the they've used to infil under the

they've used to infil under the window sill probably because the

window sill probably because the window sill probably because the

window is undersized or the opening window is undersized or the opening

window is undersized or the opening window is undersized or the opening

is too big. It's pretty shabby. is too big. It's pretty shabby.

is too big. It's pretty shabby. what about the blockwork there?

what about the blockwork there? what about the blockwork there?

Yeah, again the blockwork. That is Yeah, again the blockwork. That is

Yeah, again the blockwork. That is really poor. There's no mortar

really poor. There's no mortar really poor. There's no mortar

really poor. There's no mortar joins in a lot of the vertical

joins in a lot of the vertical joins in a lot of the vertical

joints so there isn't the strength joints so there isn't the strength

joints so there isn't the strength and the stability there should have.

and the stability there should have. and the stability there should have.

The builders have just missed it The builders have just missed it

The builders have just missed it The builders have just missed it

out. What kind of cost do you think out. What kind of cost do you think

out. What kind of cost do you think out. What kind of cost do you think

the family could be looking at to the family could be looking at to

the family could be looking at to the family could be looking at to

put this right? I'd have thought in put this right? I'd have thought in

put this right? I'd have thought in the region of several thousands of

the region of several thousands of the region of several thousands of

pounds. Meanwhile Simon and Vicki pounds. Meanwhile Simon and Vicki

pounds. Meanwhile Simon and Vicki pounds. Meanwhile Simon and Vicki

have been left trying to sort out have been left trying to sort out

have been left trying to sort out have been left trying to sort out

the mess while taking care of their the mess while taking care of their

the mess while taking care of their family. Well it's the most

family. Well it's the most family. Well it's the most

stressful thing we've faced so far stressful thing we've faced so far

stressful thing we've faced so far stressful thing we've faced so far

in our lives and I don't think in our lives and I don't think

in our lives and I don't think we'll come up against anything like

we'll come up against anything like we'll come up against anything like

we'll come up against anything like this for a long time really. I just

this for a long time really. I just this for a long time really. I just

this for a long time really. I just want them finished. I want my house

want them finished. I want my house want them finished. I want my house

want them finished. I want my house back. What a mess. So what does the

back. What a mess. So what does the back. What a mess. So what does the

man behind Helm Design and Planning, man behind Helm Design and Planning,

man behind Helm Design and Planning, Simon Helm, have to say for

Simon Helm, have to say for Simon Helm, have to say for

Simon Helm, have to say for himself? Well, he claims a lot of

himself? Well, he claims a lot of himself? Well, he claims a lot of

the problems were caused by the the problems were caused by the

the problems were caused by the Cobners, and the builder on site

Cobners, and the builder on site Cobners, and the builder on site

changing the order in which work changing the order in which work

changing the order in which work changing the order in which work

was done. And the delays were down was done. And the delays were down

was done. And the delays were down to the problems with the drains.

to the problems with the drains. to the problems with the drains.

The issue with the blockwork would The issue with the blockwork would

The issue with the blockwork would The issue with the blockwork would

have been solved once the wall was have been solved once the wall was

have been solved once the wall was rendered - as that would have

rendered - as that would have rendered - as that would have

rendered - as that would have filled the joins. And he says he

filled the joins. And he says he filled the joins. And he says he

did everything he could to tackle did everything he could to tackle

did everything he could to tackle the leaks. He's asked for more

the leaks. He's asked for more information about those windows

information about those windows information about those windows

information about those windows that didn't fit and says he told

that didn't fit and says he told that didn't fit and says he told

the family that the extension would the family that the extension would

the family that the extension would need a fire door and partition

need a fire door and partition need a fire door and partition

walls. But interestingly, not a walls. But interestingly, not a

Still to come. John and Julia Still to come. John and Julia

thought solar panels would thought solar panels would

thought solar panels would guarantee cheaper bills for their

guarantee cheaper bills for their guarantee cheaper bills for their

retirement. So what went wrong? Now retirement. So what went wrong? Now

retirement. So what went wrong? Now retirement. So what went wrong? Now

I'm guessing that most of you will I'm guessing that most of you will

I'm guessing that most of you will have heard of Trade Centre Wales.

have heard of Trade Centre Wales. have heard of Trade Centre Wales.

After all, it's pretty hard to After all, it's pretty hard to

After all, it's pretty hard to escape those adverts. But does it

escape those adverts. But does it escape those adverts. But does it

escape those adverts. But does it live up to its image as a garage

live up to its image as a garage live up to its image as a garage

where you'll always get a great where you'll always get a great

where you'll always get a great where you'll always get a great

I love a great song on the radio I love a great song on the radio

I love a great song on the radio I love a great song on the radio

when I'm out in the car. There's when I'm out in the car. There's

Hello Trade Centre Wales, probably Hello Trade Centre Wales, probably

Hello Trade Centre Wales, probably the UK's cheapest cars, Trevor

the UK's cheapest cars, Trevor the UK's cheapest cars, Trevor

speaking. You just can't get away speaking. You just can't get away

speaking. You just can't get away But that's not the most irritating

But that's not the most irritating But that's not the most irritating

thing about the company. I've come thing about the company. I've come

thing about the company. I've come to Ynysybwll to meet customer Wayne

to Ynysybwll to meet customer Wayne to Ynysybwll to meet customer Wayne

to Ynysybwll to meet customer Wayne Randell. Hi Wayne. This is the car.

Randell. Hi Wayne. This is the car. Randell. Hi Wayne. This is the car.

Looks lovely, but there's a lot Looks lovely, but there's a lot

Looks lovely, but there's a lot Looks lovely, but there's a lot

more to it. Shall we go into the more to it. Shall we go into the

more to it. Shall we go into the more to it. Shall we go into the

warm to talk about it? Wayne and warm to talk about it? Wayne and

warm to talk about it? Wayne and warm to talk about it? Wayne and

his wife paid �6,000 for the car his wife paid �6,000 for the car

his wife paid �6,000 for the car last January from Trade Centre

last January from Trade Centre last January from Trade Centre

Wales at Neath Abbey. They also Wales at Neath Abbey. They also

Wales at Neath Abbey. They also Wales at Neath Abbey. They also

paid �599 for a warranty in case paid �599 for a warranty in case

paid �599 for a warranty in case anything went wrong. He really

anything went wrong. He really anything went wrong. He really

assured us that the warranty assured us that the warranty

assured us that the warranty covered us for everything apart

covered us for everything apart covered us for everything apart

from tyres and brakes. Sounds from tyres and brakes. Sounds

from tyres and brakes. Sounds brilliant. Yes, that's why I took

brilliant. Yes, that's why I took brilliant. Yes, that's why I took

brilliant. Yes, that's why I took out the warranty to be honest with

out the warranty to be honest with out the warranty to be honest with

you. But last November, things went you. But last November, things went

you. But last November, things went you. But last November, things went

badly wrong. It went into like limp badly wrong. It went into like limp

badly wrong. It went into like limp badly wrong. It went into like limp

mode so I had an engine management mode so I had an engine management

mode so I had an engine management mode so I had an engine management

light come on. It turned out part light come on. It turned out part

light come on. It turned out part light come on. It turned out part

of the turbo had failed. The unit of the turbo had failed. The unit

of the turbo had failed. The unit is covered by the warranty, but

is covered by the warranty, but is covered by the warranty, but

is covered by the warranty, but they wouldn't pay out. They said it

they wouldn't pay out. They said it they wouldn't pay out. They said it

was wear and tear through carbon was wear and tear through carbon

was wear and tear through carbon build up. They virtually turned

build up. They virtually turned build up. They virtually turned

build up. They virtually turned around and said it has 96,000 miles

around and said it has 96,000 miles around and said it has 96,000 miles

around and said it has 96,000 miles on the clock. What do you expect?

on the clock. What do you expect? on the clock. What do you expect?

There was nothing Wayne could do There was nothing Wayne could do

There was nothing Wayne could do There was nothing Wayne could do

but pay the bill himself. I had a but pay the bill himself. I had a

but pay the bill himself. I had a but pay the bill himself. I had a

new turbo put on there and it cost new turbo put on there and it cost

new turbo put on there and it cost new turbo put on there and it cost

me �875, which I struggled to pay. me �875, which I struggled to pay.

me �875, which I struggled to pay. me �875, which I struggled to pay.

me �875, which I struggled to pay. But I have paid for it. The car is

But I have paid for it. The car is But I have paid for it. The car is

But I have paid for it. The car is working find now. So what did they

working find now. So what did they working find now. So what did they

tell you when you bought the tell you when you bought the

tell you when you bought the warranty? He turned around and said

warranty? He turned around and said warranty? He turned around and said

the warranty is the best thing the warranty is the best thing

the warranty is the best thing since sliced bread. It covers

since sliced bread. It covers since sliced bread. It covers

absolutely everything on the car absolutely everything on the car

absolutely everything on the car apart from tyres and brakes.That

apart from tyres and brakes.That apart from tyres and brakes.That

apart from tyres and brakes.That warranty wasn't a lot of use to

And that's probably like many used And that's probably like many used

And that's probably like many used car warranties. It is rammed full

car warranties. It is rammed full car warranties. It is rammed full

of small print. But Trade Centre of small print. But Trade Centre

of small print. But Trade Centre Wales is a big, respectable company.

Wales is a big, respectable company. Wales is a big, respectable company.

Surely they tell their customers Surely they tell their customers

Surely they tell their customers all the details of their policies

all the details of their policies all the details of their policies

when they sell them, don't they? when they sell them, don't they?

when they sell them, don't they? when they sell them, don't they?

There's only one way to find out. There's only one way to find out.

There's only one way to find out. There's only one way to find out.

Hiya, I've come to buy a little car. Hiya, I've come to buy a little car.

Hiya, I've come to buy a little car. Yes, we made five undercover visits

Yes, we made five undercover visits Yes, we made five undercover visits

to Trade Centre Wales outlets in to Trade Centre Wales outlets in

to Trade Centre Wales outlets in Neath and Merthyr. Will they tell

Neath and Merthyr. Will they tell Neath and Merthyr. Will they tell

us about the exclusions hidden in us about the exclusions hidden in

us about the exclusions hidden in the small print? We'll find out

the small print? We'll find out the small print? We'll find out

later, so keep watching. Now when later, so keep watching. Now when

later, so keep watching. Now when you book a holiday it's always

you book a holiday it's always you book a holiday it's always

handy to travel from your local handy to travel from your local

handy to travel from your local airport. But for one couple from

airport. But for one couple from airport. But for one couple from

Caerphilly, keeping travel time to Caerphilly, keeping travel time to

Caerphilly, keeping travel time to Caerphilly, keeping travel time to

a minimum was more than just a a minimum was more than just a

a minimum was more than just a convenience. Rachel has the story.

convenience. Rachel has the story. convenience. Rachel has the story.

Malcolm and Cheryl Waters from Malcolm and Cheryl Waters from

Malcolm and Cheryl Waters from Caerphilly have been married for

Caerphilly have been married for Caerphilly have been married for

Caerphilly have been married for eight years. But for the last few

eight years. But for the last few eight years. But for the last few

years Cheryl's been struggling with years Cheryl's been struggling with

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

ill-health. She had a pre-existing ill-health. She had a pre-existing

back problem, aggravated by a car back problem, aggravated by a car

back problem, aggravated by a car accident. She spends 90% of her

accident. She spends 90% of her accident. She spends 90% of her

time at home. Early last year time at home. Early last year

time at home. Early last year Cheryl was diagnosed with emphysema,

Cheryl was diagnosed with emphysema, Cheryl was diagnosed with emphysema,

along with all her other illnesses along with all her other illnesses

along with all her other illnesses along with all her other illnesses

along with all her other illnesses she has at the moment as well, so I

she has at the moment as well, so I she has at the moment as well, so I

she has at the moment as well, so I thought ideally she could do with a

thought ideally she could do with a thought ideally she could do with a

break. Choosing a holiday is a break. Choosing a holiday is a

break. Choosing a holiday is a break. Choosing a holiday is a

great way to lift the spirits so great way to lift the spirits so

great way to lift the spirits so Malcolm decided to treat his wife

Malcolm decided to treat his wife Malcolm decided to treat his wife

Malcolm decided to treat his wife to a trip abroad. Malcolm found the

to a trip abroad. Malcolm found the to a trip abroad. Malcolm found the

perfect getaway. A two week break perfect getaway. A two week break

perfect getaway. A two week break to Paphos in Cyprus. The flights

to Paphos in Cyprus. The flights to Paphos in Cyprus. The flights

were booked through Thomas Cook, were booked through Thomas Cook,

were booked through Thomas Cook, were booked through Thomas Cook,

with the couple set to fly from with the couple set to fly from

with the couple set to fly from Cardiff Airport last September.

Cardiff Airport last September. Cardiff Airport last September.

booked the flight from Cardiff booked the flight from Cardiff

booked the flight from Cardiff because this was our local airport.

because this was our local airport. because this was our local airport.

because this was our local airport. It's a lot nearer so the journey

It's a lot nearer so the journey It's a lot nearer so the journey

time was short. We booked in time was short. We booked in

time was short. We booked in advanced with the system that you

advanced with the system that you advanced with the system that you

can just go straight through can just go straight through

can just go straight through without queuing up at the desks.

without queuing up at the desks. without queuing up at the desks.

Happy they'd done everything to Happy they'd done everything to

Happy they'd done everything to Happy they'd done everything to

make the journey as stress and pain make the journey as stress and pain

make the journey as stress and pain free as possible, the couple headed

free as possible, the couple headed free as possible, the couple headed

to the airport. But when they to the airport. But when they

to the airport. But when they arrived, those well made plans

arrived, those well made plans arrived, those well made plans

arrived, those well made plans began to unravel. Got up to the

began to unravel. Got up to the began to unravel. Got up to the

began to unravel. Got up to the desk only to be given a piece of

desk only to be given a piece of desk only to be given a piece of

desk only to be given a piece of paper to tell me that we had to

paper to tell me that we had to paper to tell me that we had to

paper to tell me that we had to travel 150 miles up to Gatwick, to

travel 150 miles up to Gatwick, to travel 150 miles up to Gatwick, to

travel 150 miles up to Gatwick, to go on a flight from there because

go on a flight from there because go on a flight from there because

ours had been cancelled at Cardiff. ours had been cancelled at Cardiff.

ours had been cancelled at Cardiff. ours had been cancelled at Cardiff.

How did you feel? It made me feel How did you feel? It made me feel

How did you feel? It made me feel How did you feel? It made me feel

very annoyed and angry at the time very annoyed and angry at the time

very annoyed and angry at the time and they didn't have any

and they didn't have any and they didn't have any

consideration for any of the consideration for any of the

consideration for any of the customers or passengers that were

customers or passengers that were customers or passengers that were

there. And so began Cheryl and there. And so began Cheryl and

Malcolm's marathon journey. First Malcolm's marathon journey. First

Malcolm's marathon journey. First they waited at Cardiff Airport for

they waited at Cardiff Airport for they waited at Cardiff Airport for

nearly two hours, before boarding a nearly two hours, before boarding a

nearly two hours, before boarding a cramped coach for four and half

cramped coach for four and half cramped coach for four and half

hour trip to Gatwick Airport. hour trip to Gatwick Airport.

hour trip to Gatwick Airport. journey was very painful because we

journey was very painful because we journey was very painful because we

journey was very painful because we had to wait around for the bus to

had to wait around for the bus to had to wait around for the bus to

had to wait around for the bus to go to London, then we got on the

go to London, then we got on the go to London, then we got on the

go to London, then we got on the coach, not much leg room, it was a

coach, not much leg room, it was a coach, not much leg room, it was a

coach, not much leg room, it was a tight squeeze. By the end of it I

tight squeeze. By the end of it I tight squeeze. By the end of it I

felt drained. I just couldn't cope. felt drained. I just couldn't cope.

felt drained. I just couldn't cope. But the nightmare journey didn't

But the nightmare journey didn't But the nightmare journey didn't

But the nightmare journey didn't end there. Once we got up to the

end there. Once we got up to the end there. Once we got up to the

end there. Once we got up to the check in then we were told there

check in then we were told there check in then we were told there

would be at least another seven- would be at least another seven-

would be at least another seven- hour delay before the flight would

hour delay before the flight would hour delay before the flight would

hour delay before the flight would take off. We were just tamping by

take off. We were just tamping by take off. We were just tamping by

take off. We were just tamping by now. After a flight of almost five

now. After a flight of almost five now. After a flight of almost five

hours Malcolm and Cheryl finally hours Malcolm and Cheryl finally

hours Malcolm and Cheryl finally landed in Paphos, 12 hours after

landed in Paphos, 12 hours after landed in Paphos, 12 hours after

landed in Paphos, 12 hours after they were due to arrive. I try to

they were due to arrive. I try to they were due to arrive. I try to

make it as stress-free as possible make it as stress-free as possible

make it as stress-free as possible make it as stress-free as possible

to get there for our holiday and it to get there for our holiday and it

to get there for our holiday and it was the exact opposite. Malcolm

was the exact opposite. Malcolm was the exact opposite. Malcolm

complained to Thomas Cook who said complained to Thomas Cook who said

complained to Thomas Cook who said they would investigate, but after

they would investigate, but after they would investigate, but after

months of waiting he still hasn't months of waiting he still hasn't

months of waiting he still hasn't months of waiting he still hasn't

had a response. But when we started had a response. But when we started

investigating, we discovered that investigating, we discovered that

investigating, we discovered that Cheryl and Malcolm should have had

Cheryl and Malcolm should have had Cheryl and Malcolm should have had

Cheryl and Malcolm should have had a refund. That's because a new EU

a refund. That's because a new EU a refund. That's because a new EU

ruling means that customers can now ruling means that customers can now

claim compensation for flight claim compensation for flight

claim compensation for flight claim compensation for flight

delays as far back as 2005. That's delays as far back as 2005. That's

delays as far back as 2005. That's delays as far back as 2005. That's

as long as the flight arrived over as long as the flight arrived over

as long as the flight arrived over as long as the flight arrived over

three hours late and the delay was three hours late and the delay was

three hours late and the delay was the airline's fault. So Cheryl and

the airline's fault. So Cheryl and Malcolm were entitled to

Malcolm were entitled to Malcolm were entitled to

compensation all along but Thomas compensation all along but Thomas

compensation all along but Thomas compensation all along but Thomas

I wouldn't book a holiday with I wouldn't book a holiday with

I wouldn't book a holiday with I wouldn't book a holiday with

Thomas Cook again. I feel the way Thomas Cook again. I feel the way

Thomas Cook again. I feel the way they treat their customers is no

they treat their customers is no they treat their customers is no

they treat their customers is no way to run a business. So no, you

way to run a business. So no, you way to run a business. So no, you

won't catch me booking with them Well, once we got in touch with

Well, once we got in touch with Well, once we got in touch with

Thomas Cook, things started looking Thomas Cook, things started looking

Thomas Cook, things started looking up. The company admitted that the

up. The company admitted that the Waters were eligible for

Waters were eligible for compensation under the new

compensation under the new compensation under the new

regulations - although they hadn't regulations - although they hadn't

regulations - although they hadn't regulations - although they hadn't

told them that!. And they have now told them that!. And they have now

told them that!. And they have now agreed to refund Malcolm and Cheryl

agreed to refund Malcolm and Cheryl agreed to refund Malcolm and Cheryl

�684. That's the cost of their �684. That's the cost of their

�684. That's the cost of their flights and over �100 in

flights and over �100 in compensation. If you've experienced

compensation. If you've experienced compensation. If you've experienced

compensation. If you've experienced a flight delay in the last few

a flight delay in the last few a flight delay in the last few

years check out our website, we've years check out our website, we've

years check out our website, we've put that information about the new

put that information about the new put that information about the new

EU rules on there for you. EU rules on there for you.

EU rules on there for you. Have you ever fancied getting solar

Have you ever fancied getting solar Have you ever fancied getting solar

panels installed on your roof? panels installed on your roof?

panels installed on your roof? Maybe you've been attracted by the

Maybe you've been attracted by the Maybe you've been attracted by the

thought of lower energy bills. thought of lower energy bills.

thought of lower energy bills. Lucy's been to meet customers whose

Lucy's been to meet customers whose Lucy's been to meet customers whose

solar panels aren't lighting up their lives.

their lives. their lives.

their lives. Britain is in the middle of a solar

Britain is in the middle of a solar Britain is in the middle of a solar

boom, with around 6,000 homes a boom, with around 6,000 homes a

boom, with around 6,000 homes a month getting solar panels. But

month getting solar panels. But month getting solar panels. But

just how much electricity should a just how much electricity should a

just how much electricity should a typical set of panels generate for

typical set of panels generate for typical set of panels generate for

typical set of panels generate for your home? Well, enough say to run

your home? Well, enough say to run your home? Well, enough say to run

your home? Well, enough say to run around eight ovens for a year, or

around eight ovens for a year, or around eight ovens for a year, or

eleven televisions or 101 toasters. eleven televisions or 101 toasters.

eleven televisions or 101 toasters. Or, if you're the Loarings from

Or, if you're the Loarings from Or, if you're the Loarings from

Or, if you're the Loarings from Cardiff, it's likely to be a lot

Cardiff, it's likely to be a lot Cardiff, it's likely to be a lot

Cardiff, it's likely to be a lot less. In fact, just a fraction of

less. In fact, just a fraction of less. In fact, just a fraction of

the power they were promised. the power they were promised.

the power they were promised. the power they were promised.

losing out a lot. We should be losing out a lot. We should be

losing out a lot. We should be generating �1,000 a year, and we're

generating �1,000 a year, and we're generating �1,000 a year, and we're

actually getting about �200. That's actually getting about �200. That's

actually getting about �200. That's because despite costing over �8,500,

because despite costing over �8,500, because despite costing over �8,500,

these panels have been more off these panels have been more off

these panels have been more off than on, whatever the weather, in

than on, whatever the weather, in than on, whatever the weather, in

than on, whatever the weather, in the year since they were fitted.

the year since they were fitted. the year since they were fitted.

lovely beautiful sunny day. You'd lovely beautiful sunny day. You'd

lovely beautiful sunny day. You'd expect to be generating lots of

expect to be generating lots of expect to be generating lots of

electricity, but when I looked at electricity, but when I looked at

electricity, but when I looked at the figures this morning, we got

the figures this morning, we got the figures this morning, we got

0.9kwh so far. That's virtually 0.9kwh so far. That's virtually

0.9kwh so far. That's virtually nothing. John and Julia are both

nothing. John and Julia are both nothing. John and Julia are both

retired. Last January they decided retired. Last January they decided

retired. Last January they decided retired. Last January they decided

to get ten panels put on their roof to get ten panels put on their roof

to get ten panels put on their roof as an investment. They say they

as an investment. They say they as an investment. They say they

were told they'd pay for themselves were told they'd pay for themselves

were told they'd pay for themselves were told they'd pay for themselves

within eight years. And this is the within eight years. And this is the

within eight years. And this is the local firm they went with. British

local firm they went with. British Solar Technology describes itself

Solar Technology describes itself Solar Technology describes itself

as an expert in renewable energy as an expert in renewable energy

and promises a professional, and promises a professional,

and promises a professional, reliable service. In those early

reliable service. In those early reliable service. In those early

reliable service. In those early days, they did what they said they

days, they did what they said they days, they did what they said they

days, they did what they said they were going to do. They said, oh,

were going to do. They said, oh, were going to do. They said, oh,

you'll have a surveyor out tomorrow, you'll have a surveyor out tomorrow,

you'll have a surveyor out tomorrow, and this will happen, and actually

and this will happen, and actually and this will happen, and actually

within eight days of first seeing within eight days of first seeing

within eight days of first seeing them we had the system installed.

them we had the system installed. them we had the system installed.

them we had the system installed. The solar panels did go up as

The solar panels did go up as The solar panels did go up as

planned last February, but almost planned last February, but almost

planned last February, but almost straight away it was clear

straight away it was clear straight away it was clear

something wasn't right. We didn't something wasn't right. We didn't

something wasn't right. We didn't something wasn't right. We didn't

want to think it was a system gone want to think it was a system gone

want to think it was a system gone want to think it was a system gone

bad, you know. We kept blaming it bad, you know. We kept blaming it

bad, you know. We kept blaming it on the weather because it was

on the weather because it was on the weather because it was

January, February time. The couple January, February time. The couple

January, February time. The couple found their panels would stop

found their panels would stop found their panels would stop

working without any warning. So working without any warning. So

working without any warning. So working without any warning. So

working without any warning. So what do you have to do then if it's

what do you have to do then if it's what do you have to do then if it's

not working? Well, the only thing not working? Well, the only thing

not working? Well, the only thing not working? Well, the only thing

you can do then is reset this red you can do then is reset this red

you can do then is reset this red knob. We sometimes re-set up to

knob. We sometimes re-set up to knob. We sometimes re-set up to

twenty times a day. Not exactly twenty times a day. Not exactly

convenient, then. December nothing, convenient, then. December nothing,

convenient, then. December nothing, January nothing. There are days and

January nothing. There are days and January nothing. There are days and

weeks when their panels make them weeks when their panels make them

weeks when their panels make them nothing. And throughout the last

nothing. And throughout the last nothing. And throughout the last

twelve months, they've been chasing twelve months, they've been chasing

answers from British Solar answers from British Solar

answers from British Solar answers from British Solar

Technology. Never once did we get a Technology. Never once did we get a

Technology. Never once did we get a response. Except in September, when

response. Except in September, when they finally responded, completely

they finally responded, completely they finally responded, completely

they finally responded, completely out of the blue, and said we've

out of the blue, and said we've out of the blue, and said we've

identified the problem and that identified the problem and that

identified the problem and that identified the problem and that

they would above all arrange for a they would above all arrange for a

they would above all arrange for a replacement system to be installed

replacement system to be installed replacement system to be installed

within a week. But nothing happened within a week. But nothing happened

within a week. But nothing happened within a week. But nothing happened

and there's a very good reason for and there's a very good reason for

that. British Solar Technology that. British Solar Technology

that. British Solar Technology seems to have hit financial

seems to have hit financial seems to have hit financial

problems. One supplier told us it's problems. One supplier told us it's

problems. One supplier told us it's owed more than �20,000 by British

owed more than �20,000 by British owed more than �20,000 by British

Solar Technology. And we've spoken Solar Technology. And we've spoken

to other dissatisfied customers, to other dissatisfied customers,

to other dissatisfied customers, like Grace Wylde from North

like Grace Wylde from North like Grace Wylde from North

Cornelly near Bridgend. She spent Cornelly near Bridgend. She spent

Cornelly near Bridgend. She spent Cornelly near Bridgend. She spent

�8,000 on her panels. They told me �8,000 on her panels. They told me

�8,000 on her panels. They told me �8,000 on her panels. They told me

I would have about �670 worth of I would have about �670 worth of

I would have about �670 worth of electricity generated in a year,

electricity generated in a year, electricity generated in a year,

electricity generated in a year, and so far I've had �43 and a

and so far I've had �43 and a and so far I've had �43 and a

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

couple of pence, and that's it. The couple of pence, and that's it. The

horrible thing is I nearly horrible thing is I nearly

horrible thing is I nearly recommended them to my church.

recommended them to my church. recommended them to my church.

Grace has also spent months chasing Grace has also spent months chasing

British Solar Technology. She's British Solar Technology. She's

British Solar Technology. She's been told there's a simple fault

been told there's a simple fault been told there's a simple fault

been told there's a simple fault with her system, but so far they

with her system, but so far they with her system, but so far they

haven't put it right. They promised haven't put it right. They promised

haven't put it right. They promised haven't put it right. They promised

that the solar panels would pay for that the solar panels would pay for

that the solar panels would pay for themselves within six to seven

themselves within six to seven themselves within six to seven

themselves within six to seven years, and at this rate I will be

years, and at this rate I will be years, and at this rate I will be

years, and at this rate I will be dead, buried and 50 years on and

dead, buried and 50 years on and dead, buried and 50 years on and

dead, buried and 50 years on and still won't be paid for. A bold

still won't be paid for. A bold still won't be paid for. A bold

still won't be paid for. A bold claim - to be one of the country's

claim - to be one of the country's claim - to be one of the country's

biggest solar installers. Except it biggest solar installers. Except it

biggest solar installers. Except it doesn't quite ring true. We've

doesn't quite ring true. We've doesn't quite ring true. We've

checked out the address the company checked out the address the company

checked out the address the company checked out the address the company

gave behind me. It turns out to be gave behind me. It turns out to be

gave behind me. It turns out to be someone's flat, not an office and

someone's flat, not an office and someone's flat, not an office and

hardly the centre of a solar hardly the centre of a solar

hardly the centre of a solar hardly the centre of a solar

business empire. This is one of the business empire. This is one of the

business empire. This is one of the men behind British Solar Technology

men behind British Solar Technology men behind British Solar Technology

- Shaun Wilkinson. X-Ray asked him - Shaun Wilkinson. X-Ray asked him

- Shaun Wilkinson. X-Ray asked him - Shaun Wilkinson. X-Ray asked him

for some answers - and were told for some answers - and were told

for some answers - and were told for some answers - and were told

the company has offered to pay for the company has offered to pay for

the company has offered to pay for repairs to both the Loarings and

repairs to both the Loarings and repairs to both the Loarings and

Grace Wylde's systems. But they Grace Wylde's systems. But they

Grace Wylde's systems. But they don't say when that'll happen, and

don't say when that'll happen, and don't say when that'll happen, and

blame a supplier for the problems. blame a supplier for the problems.

blame a supplier for the problems. It's been an absolute nightmare.

It's been an absolute nightmare. It's been an absolute nightmare.

It's been an absolute nightmare. You feel such an idiot. You wake up

You feel such an idiot. You wake up You feel such an idiot. You wake up

You feel such an idiot. You wake up in the middle of the night, and

in the middle of the night, and in the middle of the night, and

in the middle of the night, and think, oh god, I've lost �8,500 -

think, oh god, I've lost �8,500 - think, oh god, I've lost �8,500 -

think, oh god, I've lost �8,500 - not a nice feeling. Well, there is

not a nice feeling. Well, there is not a nice feeling. Well, there is

some good news for the Loarings. some good news for the Loarings.

some good news for the Loarings. Not from British Solar Technology,

Not from British Solar Technology, Not from British Solar Technology,

but from two different companies but from two different companies

but from two different companies who supplied and did the fitting

who supplied and did the fitting who supplied and did the fitting

work on the panels. Although work on the panels. Although

work on the panels. Although they're not responsible for the

they're not responsible for the they're not responsible for the

problems, they've been round and problems, they've been round and

fixed the system. Nice! fixed the system. Nice!

fixed the system. Nice! Now let's get back to our

Now let's get back to our Now let's get back to our

investigation into the way one of investigation into the way one of

investigation into the way one of south Wales' biggest second hand

south Wales' biggest second hand south Wales' biggest second hand

car dealers sell their warranties. car dealers sell their warranties.

car dealers sell their warranties. Trade Centre Wales loves to shout

Trade Centre Wales loves to shout Trade Centre Wales loves to shout

about its prices But salesmen were about its prices But salesmen were

about its prices But salesmen were about its prices But salesmen were

less keen to speak about the small less keen to speak about the small

less keen to speak about the small print in their warranties when they

print in their warranties when they print in their warranties when they

print in their warranties when they sold Wayne Randell a used car last

sold Wayne Randell a used car last sold Wayne Randell a used car last

sold Wayne Randell a used car last year. He turned around and told me

year. He turned around and told me year. He turned around and told me

the warranty was the best thing the warranty was the best thing

the warranty was the best thing since sliced bread. It covers

since sliced bread. It covers since sliced bread. It covers

absolutely everything on the car absolutely everything on the car

absolutely everything on the car apart from tyres and brakes. But

apart from tyres and brakes. But apart from tyres and brakes. But

apart from tyres and brakes. But when he tried to claim for a new

when he tried to claim for a new when he tried to claim for a new

when he tried to claim for a new turbo he was told he wasn't covered.

turbo he was told he wasn't covered. turbo he was told he wasn't covered.

turbo he was told he wasn't covered. He had to pay the �875 bill himself.

He had to pay the �875 bill himself. He had to pay the �875 bill himself.

So are customers being told the So are customers being told the

So are customers being told the full story when they buy warranties

full story when they buy warranties full story when they buy warranties

full story when they buy warranties at Trade Centre Wales in Neath and

at Trade Centre Wales in Neath and at Trade Centre Wales in Neath and

Merthyr? Just looking for a little Merthyr? Just looking for a little

Merthyr? Just looking for a little car for my wife. Our researchers

car for my wife. Our researchers car for my wife. Our researchers

have been undercover in both their have been undercover in both their

outlets to find out. outlets to find out.

outlets to find out. The shop floor salesmen don't sell

The shop floor salesmen don't sell The shop floor salesmen don't sell

the warranties. We're taken to the the warranties. We're taken to the

the warranties. We're taken to the business managers for that. Because

business managers for that. Because business managers for that. Because

we're regulated by the financial we're regulated by the financial

we're regulated by the financial services... He knows the ins and

services... He knows the ins and services... He knows the ins and

outs. We've been through the outs. We've been through the

outs. We've been through the warranty's small print and we're

warranty's small print and we're warranty's small print and we're

going to test them on three going to test them on three

going to test them on three questions. First, will they tell us

questions. First, will they tell us questions. First, will they tell us

about the �1,000 limit on claims? about the �1,000 limit on claims?

about the �1,000 limit on claims? about the �1,000 limit on claims?

If you have a look it's parts, If you have a look it's parts,

If you have a look it's parts, labour and VAT. It's unlimited

labour and VAT. It's unlimited labour and VAT. It's unlimited

claims, unlimited mileage. So are claims, unlimited mileage. So are

claims, unlimited mileage. So are claims, unlimited mileage. So are

there no limits on this policy? there no limits on this policy?

there no limits on this policy? it's unlimited claims no matter how

it's unlimited claims no matter how it's unlimited claims no matter how

it's unlimited claims no matter how many times it happens? Up to the

many times it happens? Up to the many times it happens? Up to the

many times it happens? Up to the value of the car. �1,000 per claim.

value of the car. �1,000 per claim. value of the car. �1,000 per claim.

value of the car. �1,000 per claim. value of the car. �1,000 per claim.

Up to the value of the car. So this Up to the value of the car. So this

Up to the value of the car. So this salesman does tell us about the

salesman does tell us about the salesman does tell us about the

maximum claims limits on the policy. maximum claims limits on the policy.

maximum claims limits on the policy. maximum claims limits on the policy.

But we had to ask. Not everyone was But we had to ask. Not everyone was

But we had to ask. Not everyone was so upfront. Another salesman told

so upfront. Another salesman told so upfront. Another salesman told

so upfront. Another salesman told us we'd be covered if the engine

us we'd be covered if the engine us we'd be covered if the engine

failed but that would cost more failed but that would cost more

failed but that would cost more failed but that would cost more

than �1,000 to fix. But will he than �1,000 to fix. But will he

than �1,000 to fix. But will he tell us about the limit?

tell us about the limit? tell us about the limit?

there's nothing I need to know there's nothing I need to know

there's nothing I need to know about that? No.That sounds cool,

about that? No.That sounds cool, about that? No.That sounds cool,

about that? No.That sounds cool, so anything else I need to tell

so anything else I need to tell so anything else I need to tell

him? Like? He's clearly not going him? Like? He's clearly not going

him? Like? He's clearly not going him? Like? He's clearly not going

to tell us about the limits. A to tell us about the limits. A

to tell us about the limits. A second salesman also failed to give

second salesman also failed to give us this crucial information.

us this crucial information. us this crucial information.

What does motoring expert Tim What does motoring expert Tim

What does motoring expert Tim Shallcross think of this? Some of

Shallcross think of this? Some of Shallcross think of this? Some of

the salesmen are talking about the salesmen are talking about

the salesmen are talking about financial limits and some are not.

financial limits and some are not. financial limits and some are not.

That is very misleading. You might That is very misleading. You might

That is very misleading. You might think you are covered because

think you are covered because think you are covered because

something major has packed up. In something major has packed up. In

something major has packed up. In something major has packed up. In

fact there is a �1,000 limit on any fact there is a �1,000 limit on any

fact there is a �1,000 limit on any individual claim. Now for question

individual claim. Now for question individual claim. Now for question

individual claim. Now for question two. Will they tell us about the

two. Will they tell us about the two. Will they tell us about the

small print which means many small print which means many

repairs aren't covered? They're repairs aren't covered? They're

repairs aren't covered? They're repairs aren't covered? They're

certainly keen to tell us what is certainly keen to tell us what is

covered. Engine, gearbox, axle, covered. Engine, gearbox, axle,

driveshaft starter motor, driveshaft starter motor,

alternator, windscreen wiper motor, alternator, windscreen wiper motor,

electronic ignition module, fuel electronic ignition module, fuel

electronic ignition module, fuel injection pump, CB joints and

injection pump, CB joints and injection pump, CB joints and

couplings, turbos, if it is a couplings, turbos, if it is a

couplings, turbos, if it is a diesel, lift pump on the diesel,

diesel, lift pump on the diesel, catalytic converter is covered

catalytic converter is covered catalytic converter is covered

major components. It's a good cover. major components. It's a good cover.

major components. It's a good cover. Impressive list but he's wrong

Impressive list but he's wrong Impressive list but he's wrong

about the catalytic converter. about the catalytic converter.

about the catalytic converter. not covered. And he suggests the

not covered. And he suggests the not covered. And he suggests the

turbo's covered. But not when turbo's covered. But not when

turbo's covered. But not when there's wear and tear involved, as

there's wear and tear involved, as there's wear and tear involved, as

Wayne discovered. If the engine Wayne discovered. If the engine

Wayne discovered. If the engine Wayne discovered. If the engine

goes or the gearbox goes or any of goes or the gearbox goes or any of

goes or the gearbox goes or any of the electrics in the car so

the electrics in the car so the electrics in the car so

basically covering you for any basically covering you for any

basically covering you for any mechanical failures. Yes.If that

mechanical failures. Yes.If that mechanical failures. Yes.If that

happens obviously the warranty will happens obviously the warranty will

happens obviously the warranty will happens obviously the warranty will

take care of it for you. But this take care of it for you. But this

take care of it for you. But this take care of it for you. But this

just isn't right. No parts will be just isn't right. No parts will be

just isn't right. No parts will be just isn't right. No parts will be

covered if they wear out. What do covered if they wear out. What do

covered if they wear out. What do the salesmen say isn't covered?

the salesmen say isn't covered? the salesmen say isn't covered?

what isn't covered? Wear and tear what isn't covered? Wear and tear

what isn't covered? Wear and tear items aren't covered, so obvious

items aren't covered, so obvious items aren't covered, so obvious

ones like tyres and brake pads ones like tyres and brake pads

ones like tyres and brake pads things like that. The warranty is

things like that. The warranty is things like that. The warranty is

for everything, that's fine. for everything, that's fine.

for everything, that's fine. only thing it doesn't cover is

only thing it doesn't cover is only thing it doesn't cover is

only thing it doesn't cover is tyres and that kind of stuff, do

tyres and that kind of stuff, do tyres and that kind of stuff, do

tyres and that kind of stuff, do you know what I mean like.

you know what I mean like. you know what I mean like.

impression given is that virtually impression given is that virtually

impression given is that virtually everything is covered. The only

everything is covered. The only everything is covered. The only

thing that isn't that aren't is thing that isn't that aren't is

thing that isn't that aren't is things like light bulbs, tyres, the

things like light bulbs, tyres, the things like light bulbs, tyres, the

kind of thing you would normally kind of thing you would normally

kind of thing you would normally kind of thing you would normally

expect. There are a lot of things expect. There are a lot of things

that are specifically excluded. that are specifically excluded.

that are specifically excluded. Sadly they are written in quite

Sadly they are written in quite Sadly they are written in quite

technical language so the average technical language so the average

technical language so the average motorist doesn't know if they are

motorist doesn't know if they are motorist doesn't know if they are

important or not. And finally do important or not. And finally do

important or not. And finally do important or not. And finally do

you get a hire car when you break you get a hire car when you break

you get a hire car when you break you get a hire car when you break

down? If the car's off the road down? If the car's off the road

down? If the car's off the road we'll supply you with a courtesy

we'll supply you with a courtesy we'll supply you with a courtesy

we'll supply you with a courtesy car. A courtesy car is provided if

car. A courtesy car is provided if car. A courtesy car is provided if

car. A courtesy car is provided if the car is in the garage for more

the car is in the garage for more the car is in the garage for more

than eight hours. This is simply than eight hours. This is simply

than eight hours. This is simply than eight hours. This is simply

not true. What most of them say and not true. What most of them say and

not true. What most of them say and what this policy specifies is that

what this policy specifies is that what this policy specifies is that

what this policy specifies is that you'll get a hire car if the book

you'll get a hire car if the book you'll get a hire car if the book

repair time - the official workshop repair time - the official workshop

repair time - the official workshop repair time - the official workshop

repair time for your car - is more repair time for your car - is more

repair time for your car - is more repair time for your car - is more

than eight hours. The fact that you than eight hours. The fact that you

than eight hours. The fact that you than eight hours. The fact that you

might be waiting a week for parts might be waiting a week for parts

might be waiting a week for parts or they can't touch it until

or they can't touch it until Tuesday is completely irrelevant.

Tuesday is completely irrelevant. Tuesday is completely irrelevant.

Tuesday is completely irrelevant. You will not get a hire car.

You will not get a hire car. You will not get a hire car.

three questions three fails. Tim's three questions three fails. Tim's

three questions three fails. Tim's not impressed. The way these TCW

not impressed. The way these TCW not impressed. The way these TCW

salesmen are portraying this policy salesmen are portraying this policy

salesmen are portraying this policy salesmen are portraying this policy

is at best vague and at worst is at best vague and at worst

is at best vague and at worst positively misleading. They are not

positively misleading. They are not positively misleading. They are not

explaining what is covered and more explaining what is covered and more

explaining what is covered and more importantly, what isn't covered.

importantly, what isn't covered. importantly, what isn't covered.

it seems customers are being kept it seems customers are being kept

it seems customers are being kept in the dark when they buy

in the dark when they buy in the dark when they buy

warranties costing up to �600. Now, warranties costing up to �600. Now,

warranties costing up to �600. Now, Trade Centre Wales not surprisingly

Trade Centre Wales not surprisingly Trade Centre Wales not surprisingly

are unhappy with that report which are unhappy with that report which

are unhappy with that report which they say is poorly researched. You

they say is poorly researched. You they say is poorly researched. You

they say is poorly researched. You saw in the report that every one of

saw in the report that every one of saw in the report that every one of

our researchers were shown through our researchers were shown through

our researchers were shown through our researchers were shown through

to a manager because the shop floor to a manager because the shop floor

salesmen couldn't discuss salesmen couldn't discuss

salesmen couldn't discuss warranties and finance with us. But

warranties and finance with us. But warranties and finance with us. But

Trade Centre Wales say these Trade Centre Wales say these

Trade Centre Wales say these managers were reads not authorised

managers were reads not authorised managers were reads not authorised

or employed to dispense advice and or employed to dispense advice and

explanation of these schemes. explanation of these schemes.

explanation of these schemes. Apparently if we'd actually bought

Apparently if we'd actually bought Apparently if we'd actually bought

Apparently if we'd actually bought a car we'd have seen a "compliance

a car we'd have seen a "compliance a car we'd have seen a "compliance

manager" who would have given them manager" who would have given them

manager" who would have given them a full explanation of what they

a full explanation of what they a full explanation of what they

were buying. They also say that were buying. They also say that

were buying. They also say that they work closely with Trading

they work closely with Trading they work closely with Trading

Standards to make sure their Standards to make sure their

Standards to make sure their procedures are right. And they say

procedures are right. And they say procedures are right. And they say

that they do offer everyone a that they do offer everyone a

that they do offer everyone a that they do offer everyone a

courtesy car but they admit that is courtesy car but they admit that is

courtesy car but they admit that is a goodwill gesture and not right

a goodwill gesture and not right under the warranty.

under the warranty. under the warranty.

under the warranty. Well, that is it for this week.

Well, that is it for this week. Well, that is it for this week.

Remember if you've got anything Remember if you've got anything

Remember if you've got anything you'd like us to investigate, do

you'd like us to investigate, do you'd like us to investigate, do

you'd like us to investigate, do get in touch. And remember you can

get in touch. And remember you can get in touch. And remember you can

follow us on Twitter too. follow us on Twitter too.

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Next week, the amazing story of the Next week, the amazing story of the

young traveller from Pembrokeshire, young traveller from Pembrokeshire,

young traveller from Pembrokeshire, left stranded in Singapore. Why is

left stranded in Singapore. Why is left stranded in Singapore. Why is