Episode 7 X-Ray

Have you been ripped off? Conned? Or short-changed? We're here to fight

for your rights. Spotting the latest scams and making sure you make the

most of your money. You're not conning me now, I said. No, no,

definitely. Exposing the rogues and confronting the conmen. We are here

to help you fight back. You're not prepared people to tell

-- are not prepared to tell people what's happened with their money? On

the trail of the businessman who promised you free boilers and made

off with hundreds of pounds of your cash. I have been ripped off big

time and I wouldn't want this to happen to anybody else.

We're helping you live longer. Find out how much sugar's in those foods

you think are healthy. Four... Five spoonfuls of sugar.

That's a lot of sugar! It cost £15,000. Microwave door doesn't

open. So why won't Wales leading caravan dealer put things right?

Over the past few months, you've probably spotted those newspaper or

television ads offering to help you save money by making your home more

energy-efficient. What you might not have spotted is that some companies

who promote these schemes are much more keen to help themselves to your

money as Rachel's been finding out. I was going to have a new boiler.

And I could have new windows and even a new front door. I wouldn't

have to pay anything apart from £249. All the work would be

completed by August. When they were here, I said to them, " you're not

conning me now, are you? " "no, no, it's true. "

lots of us are worrying about the cost of keeping warm this winter.

Most of us rely on boilers like these to keep the cold at bay. If

yours has seen better days, you might fancy a new one. Until you

look at the prize. And that is without fitting. When customers were

offered a new boiler for just £250, they thought it was a hot deal. They

got this money available from the government. And then you can have

any number of things done. I could even have a new door, new windows.

And a new boiler. Marion Williams had the offer from Cardiff-based Eco

Green Deal Solutions. The company had a simple and seductive sales

pitch. A free boiler in return for £249. They told customers about a

scheme called Affordable Warmth, which is genuine enough and does

offer free boilers to people on certain benefits. But people we have

spoken to who signed up through Eco Green Deal Solutions have had

nothing for free at all. In fact, they've ended up hundreds of pounds

out of pocket. Noreen Reilly from Brackla heard of the company through

a friend. They sent out a person to collect her fee of £249 and explain

the scheme. He told me they had a grant from the government and there

was an amount of money to be spent. And this was part of it. Was there

certain criteria you had to qualify for? I think if you was working, you

would have to pay but if you wasn't working, but if you was on benefits,

it would be £249. But pensioner Noreen wasn't eligible. To get a

free boiler, you have to be on means tested benefits like Pension Credit.

And that wasn't the only thing he got wrong. He told me that an

assessor would come out within two weeks. To assess the property. And

then I heard nothing. And it went quiet? When an assessor finally

turned up two months later, he told her she would never get a free

boiler. How did you feel? I was quite upset. Because I'm not a

gullible person, I don't normally fall for things like this. And it's

not just Noreen who has been taken for a ride. Miranda Morgan was

called called by the company in March and they offer the same deal

even though she wasn't eligible for the free boiler either. I paid them

£249. And he said it'd be all with an assessor coming in a fortnight.

And then it would take six weeks and everything would be done. But four

months went by with no sign of a boiler. Miranda kept phoning but

couldn't get any answers. I was getting edgy and fretting. I told

her, the reason is because you've had my money since March. They got

in touch with me. All these telephone numbers here I've got, I

can't get through to none of them. From their flashy offices in this

Cardiff Bay building, Eco Green Deal Solutions have created a trail of

misery across Wales. We have spoken to eight people who have been

promised boilers and not had fun. The company's director is this man,

Kris Patel. Customers have heard all kinds of stories about what's

happened to the company. Some have been told it's close down. But the

records show it's very up and running. So, what's going on at the

company HQ? The phone line might be dead but I'm going to see what they

say at reception. The receptionist tells me the company has moved. She

can't actually Tommy where they've moved on to but customers are being

advised to speak to trading standards. Just like its customers,

we have tried to contract man -- we have tried to contact Kris Patel but

he's refused to explain what happened to the money. It is not

looking good. I thought he was a nice chap and I thought it was all

kosher. But I don't think so now. I think I have been ripped off big

time and I wouldn't like this to happen to anyone else. But we were

not going to give up. Turns out that Mr Patel runs a corner shop in

Pontypool so we are on our way now to ask him some questions. OK, so we

think we've spotted him. Hello, we are from X-Ray. What's happened all

free boilers you've been promising people? You haven't got anything to

say? You don't want to tell people what happened to their boilers? Have

you been promising people free boilers? You've got nothing to say

at all? You just going to run away? Is that right? You've got absolutely

nothing to say to the people whose money you've taken on the promise

that they are going to get a free boiler? Pensioners money?

There we are. That was Kris Patel, who has got very little to say for

himself. One thing we do know is that this business is very much up

and running and at least when we go in there, you do get what you pay

for. So, not many answers there. It seems these customers have had a

pretty bad deal. They have and it gets worse because there's one thing

that most of the customers of Eco Green Deal Solutions did get was one

of these energy reports. Unfortunately, we've discovered they

are totally unnecessary if you're applying for help under the

Affordable Warmth scheme. All in all, a total waste of money. Is

there any chance customers could get any of their money back? Two of the

people we approached have had their money back but the others have heard

nothing. Noreen was one of those two but the money didn't come from Mr

Patel and it didn't come from Eco Green Deal Solutions. Instead, it

came from a totally different company called Diversity Network

Ltd. Why would they do that? That's what we are asking. Why would a

company do that? It's based in the same office block you saw me walk

out of in the film and we've discovered there are also lots of

other links between the two companies they are an independent

company. Why are they paying the refunds? The answer they give us is

that it is a gesture of goodwill to the customers of Mr Patel's

company, a company they used to do business with. Very unusual. Thank

you. Just because there are people making money out of energy-saving

schemes doesn't mean you should miss out on legitimate ones. There is

government money for the -- available if you're on benefits and

if you want to find out how to access that help, but our website

will give us a call. Since we filmed, Mr Patel has been in touch.

He says his company tried its best to provide the service they set out

to off and made every effort to keep customers informed. And if you think

you've paid money and had your home assessed but haven't heard anything

back from the company, we need to hear from you. Give us a call now.

We are here to investigate the problems affecting you. Tonight, BBC

Wales is launching a series of special programmes to help us all

live longer. Taking a look at what we eat and how much we exercise.

Today we've come to Merthyr Tydfil, a town which unfortunately has more

overweight people than any other town in Wales. But, as you can see,

there are lots of people here trying really hard to get fit. And we've

got a bit of a quiz for them. What do you think they make of those

products which claim to help you lose weight? Weight loss slippers.

Do you think they do the trick? Rhod has been to spend the day with one

family in Llanelli. They are taking a close look at the foods which they

think are a healthy choice the kids. Like any parent, I know how

difficult it can be to get your kids to eat healthily. Now there is a

whole range of food and drinks available with a claim to not only

taste great but also be good for your kids. But does what they say on

the label actually reflect what's inside? Tonight of Mike are some of

them hiding a bittersweet secret? I come to meet the Davis family. I'm

going to find out how much sugar seven-year-old Doug two and

five-year-old layer can get through if mum Kelly feeds these kids

healthy alternatives for lunch and dinner. And we will do it with the

help of this, the trusty X-Ray Sugar-O-Meter. It is breakfast time

and Anya and Leah are tucking in. I have to say, it looks like a fairly

healthy breakfast. It is. It is the most important meal of the day. We

have juice. And cereal. Are these alternatives as healthy as they

seem? Nestle suggests you have 30 grams of Cheerios with a small

amount of milk which is just about enough to growing girls but not such

a generous portion for a grown-up. Let's see now how much sugar is

actually in each serving. That is a lot of sugar. Orange juice can be

one of the best ways to get vitamins C and our diet but you might be

surprised to learn it also contains quite a bit of sugar. There can be

up to... One... Toomac... Three... Four. But

up to... One... Toomac... Three... sugar. That is a lot of sugar. So,

one meal down and were already 32 grams of sugar in. The girls are off

to school with dad. And in a few hours, they will be enjoying a

packed lunch made by Kelly. But just how much sugar is packed into this

box? The first surprise is the bread. What about these Dairylea

Dunkers? One small serving has five grams of sugar. And these baked

crisps have less fat but more sugar than the fried version. I'm sure you

know what this is. Fruit Shoot. They love them. They all love them.

Instead of a fizzy drink, they have love them. They all love them.

Fruit Shoot. And it says it's one of your five a day. But what the makers

aren't keen to shout out about is how much sugar is in every bottle.

16 grams. How many do they have? Sometimes to or three a day. Next

up, the fruit flicks covered in your Sometimes to or three a day. Next

gut. Per 100 grams, these contain more sugar than Maltesers. Oh, my

gosh! The Sugar-O-Meter has been filling up throughout the day, and

there's still one more meal to go. They come home from school, and then

there is something, swimming lessons or something that they go to. So I

have to make a quick tea, a quick meal for them before they go out.

OK, then. Today that is tomato soup. We'll Kelly be keen on it when she

finds out how much sugar is swimming around in the bowls? They have both

shared a can. Each serving contains ten grams of sugar. That's the

equivalent of two teaspoons of sugar. Frubes made from fromage

frais are on the menu the pudding. It contains six grams of sugar.

That's the most shocked I've seen you today. I am shocked.

OK, girls, its time now to see how much sugar exactly you've both gone

through each today. Ready for this? OK here we go. One, two. 12

spoonfuls of sugar. Do you think that's it?

Please. There's more. Today you've got

through 20 spoonfuls of sugar each. It's a shocking amount. Well above

the recommended daily amount of 85 grams. So what does Kelly think now

about those healthy choices she'd been making?

Now I feel deceived and cheated really that the foods that I've been

buying are full of sugar. You think you're giving them a healthier

option, don't you? That's a serious amount of sugar to

get through in a day and all in products that claim to have health

benefits for your kids. So what have the manufacturers got to say for

themselves? Nestle who make Cheerios and Britvic who make the My5 Fruit

Shoot both say their products are clearly labelled with nutritional

information. Fruit Bowl say their snacks are not a fruit substitute

but they can help parents who struggle to get enough fruit and

vegetables into their children's diet. Dairylea say their cheese

spread naturally contains lactose - which is milk sugar - and is a great

snack as part of a balanced and varied lunchbox. And Yoplait have

told us they consider that their little tubes of Petit Filous provide

many essential nutrients and a reasonable amount of added sugar.

And it is all was difficult to know what health claims to believe. They

say wrapping yourself in cling film can help you lose weight.

The big question is, does this actually work? Lets see what people

here think. Certain types of berries and green

tea, I have heard. Absolute nonsense. Would you give it a go?

The green tea, yes. Most of it is myths. I have tried the super

berries but it is easier to eat fresh fruit.

Whenever you feel hungry, you put these crystals in your hands and you

won't feel hungry. I wouldn't have thought so.

We used to wrap a bag around us but I don't think it worked.

Lots of scepticism about these products but let us find out what we

should put our faith in. Prof Jonathan Richards is a GP here in

Merthyr. If people are eating a balanced diet with the right balance

of the two men's and Merrill 's and are taking the right kind of

exercise and doing it in the right way, why would they want to try any

of these things? -- vitamins and minerals. I cannot see there is any

magic benefit in these kind of things. When people go for these

things when they are not doing the simple, cheap and affordable things,

that doesn't make sense to me. Jonathan, thanks very much. And

remember, the next programme in the Live Longer season, called The Shape

of Wales, will be on later tonight, after the Ten O Clock News.

Next, if you bought a brand new caravan, you'd expect to spend more

of your time actually enjoying it than writing complaint letters about

it, wouldn't you? As a lorry driver, Simon Price from

Port Talbot spends much of his life on the open road. But it hasn't put

him off touring the countryside on his days off, caravanning with this

partner, Leah. It was our means of escape, to get

out and get away. Peace and quiet. And after Leah suffered a stroke,

the couple relied on their caravan as a place for her to recuperate. So

much so that in February this year they decided to trade in their

existing van for a newer, bigger model.

Leah had disabilities and just comfort making it easier on

ourselves, more space to move around in.

3A's Leisure are a well established family business who have been

trading for twenty years. And this is the company the couple

turned to. 3A's Leisure - your one stop shop

for caravans and motor homes. As their advert suggests, these guys

seemed the perfect choice. So, back in February, Simon and Leah paid a

visit to 3A's Leisure in Carmarthen. And this is the van they chose, the

£15,000 Elddis Riva. It seemed just the job.

We just kept coming back to this one, it suited us, everything was

right about it, we loved it, we just wanted to get in the van, get using

the van, excited about the van. But when the couple picked up the

van a fortnight later there was a little hitch.

Once we had paid and everything, we were then informed about the shower

wall being broken, but it would be sorted ASAP at a time and place to

suit us. Within a couple of days someone would ring and start the

ball rolling but a day became a week and another week and you start

getting itchy feet now, don't you? By now it was Easter and Simon and

Leah were looking forward to a week in their brand new van caravan at

this tranquil site on the banks of the River Teifi. But sadly it wasn't

the relaxing experience they were expecting. They began to find other

faults. It wasn't just the shower that was broken. I noticed this

straightaway. Its peeling away here. The microwave door is loose. The

floor moves up and down. You can hear it and feel it as well.

At the end of a disappointing week, the couple returned home and Simon

set about writing to 3A's Leisure. Not once but three times.

Tell me how you felt about the company at this point?

Fed up, disgruntled, stressed and not easy at all, especially when you

are just ignored. Simon didn't get a satisfactory

reply. But then, in June, Leah took a phone call. It was 3A's offering

the couple a brand new caravan. She was buoyant, she was. Oh, I have

spoken to the right person, he agrees, he said I don't blame you

for not wanting your van to be fixed, you're within your right to

ask for a replacement and he was looking into it.

The couple began to look forward to spending time together in the

replacement van. But just a few days later their problems with the

caravan paled into insignificance. Actually everything changed, didn't

it, because around this time Leah's health massively deteriorated. Can

you tell me about that? Turned out she had had a

catastrophic haemorrhage and spent the next week in intensive care

which was a week that I can't remember anything about really. They

basically decided that there wasn't anything more that they could do. I

went back in for 45 minutes, sat with her and said goodbye.

Since Leah's death, Simon has been determined to fight on as the

caravan was so important to them both. Over the summer he's written

to to 3A's Leisure again and again but the company now seems reluctant

to replace the van - offering to repair it instead.

I think most people would have thought, forget about the caravan,

not important, but you didn't. You kept on. Why did you do that?

Principles because the caravan has never been right and it should be

right. We spent over 15,000 on it and also I can't let it lie because

Leah would have wanted me to and I want me to get it sorted out.

Since August, Simon says he's heard nothing from 3A's. In fact, many of

his letters appear to have simply fallen on deaf ears.

Obviously, you only had one proper holiday in the caravan with Leah.

Yeah, it's meant the overhanging issues, worried about using it,

instead of being enjoyment and, oh, we're in the van, oh, look, this is

wrong, What's wrong with this? And it's just gut wrenching to think

we've spent all the money. Right, well, 3A's have written to us

and apologised for the issues surrounding Simon's van. They tell

us they've been respectful and sympathetic towards his situation

and have repeatedly asked him to bring the van in for repair. They

also tell us they posted Simon a letter dated 14 August offering to

discuss a refund, repair or replacement. But Simon says he never

received this letter. Watch this space - we'll let you know how

things develop. That's it for tonight. Next week,

we'll be tackling BT Openreach. They're the company responsible for

keeping Wales' phone and broadband infrastructure up and running. So

why did they leave all the residents of Tregarth near Bangor cut off for

weeks? People would be told that it will be

mended by next week or want to be mended until next month. They don't

have a clue what's going on. They do not communicate well.

And remember, if you'd like us to investigate something that's

worrying you, we're here to help. You can call us now on 03703 334

334. Or e-mail us at [email protected]. The team will be

reading through all your e-mails in the morning.

We'll be back next week, tackling the problems that affect you.

Goodnight.