0:00:41 > 0:00:44Tonight - he was the Mr Big of Newbridge.
0:00:44 > 0:00:49We unmask the smooth-talking salesman who betrayed a whole town.
0:00:49 > 0:00:52He was so plausible and so lovely.
0:00:52 > 0:00:56I couldn't believe that it was the same man who had done it.
0:00:56 > 0:00:58Stuck in the mud - the family music festival
0:00:58 > 0:01:02which turned into a fiasco.
0:01:02 > 0:01:06It's really disappointing that this is really a flood plain and it
0:01:06 > 0:01:08shouldn't have been used.
0:01:08 > 0:01:11And I'll be talking to customers who've had to deal with even more
0:01:11 > 0:01:15paint than this after a trip to their DIY store.
0:01:19 > 0:01:21Hello.
0:01:21 > 0:01:23Welcome to a brand new series of X-Ray.
0:01:23 > 0:01:25It's fantastic to be back.
0:01:25 > 0:01:28We'll be fighting for your rights throughout the autumn.
0:01:28 > 0:01:31And we're kicking off here in Newbridge, where a mysterious
0:01:31 > 0:01:36businessman has made a big impact for all the wrong reasons.
0:01:41 > 0:01:44I believed he was my friend.
0:01:44 > 0:01:47I believed he really cared.
0:01:47 > 0:01:50I can't find words to say about him.
0:01:50 > 0:01:54I really can't.
0:01:54 > 0:01:57It was a scandal that rocked the close-knit community
0:01:57 > 0:02:00of Newbridge, near Caerphilly.
0:02:00 > 0:02:05Just before Christmas last year, a mysterious figure arrived in town.
0:02:05 > 0:02:07Eric Harvey.
0:02:07 > 0:02:10In a few short months, he opened a string
0:02:10 > 0:02:14of new businesses, to the delight of the locals.
0:02:14 > 0:02:16Here he set up a travel agent.
0:02:16 > 0:02:19Across the street a new cafe.
0:02:19 > 0:02:22Just above it, a beauty salon.
0:02:22 > 0:02:25And up the road a new firm of accountants to help
0:02:25 > 0:02:27balance the books.
0:02:27 > 0:02:30He was everywhere.
0:02:30 > 0:02:33Not only was he breathing new life into the town,
0:02:33 > 0:02:36Eric Harvey offered hope to locals like Lesley Jones,
0:02:36 > 0:02:40who'd been struggling to find work.
0:02:40 > 0:02:45I wanted to have a job and people were sort of, "Hey,
0:02:45 > 0:02:49"it's great to have this in Newbridge."
0:02:49 > 0:02:51Lesley became
0:02:51 > 0:02:55the manager of Newbridge Travel and warmed instantly to her boss.
0:02:55 > 0:02:57He was just very bubbly.
0:02:57 > 0:03:01He seemed the nicest guy.
0:03:01 > 0:03:03Just seemed really warm and always happy.
0:03:03 > 0:03:06And it seemed he couldn't do enough for his customers,
0:03:06 > 0:03:09like pensioners David and Korean Tonge.
0:03:09 > 0:03:12I explained that my husband's knee's a bit sore sometimes
0:03:12 > 0:03:15for walking and he said, "No problem.
0:03:15 > 0:03:17"I'll come and pick you both up."
0:03:17 > 0:03:20He was very charming, very nice,
0:03:20 > 0:03:24so we went back a week later and booked the holiday.
0:03:24 > 0:03:30The couple chose a short break in Dorset and handed over ?362.
0:03:30 > 0:03:34I felt it was good to give the money to help this business that
0:03:34 > 0:03:36had only just started.
0:03:36 > 0:03:39Best friends Keren Parfitt and Joan Churcher also wanted
0:03:39 > 0:03:42to support the new venture.
0:03:42 > 0:03:45They paid ?500 for a trip to Scotland.
0:03:45 > 0:03:48We were so thrilled to bits.
0:03:48 > 0:03:50This was on our doorstep.
0:03:50 > 0:03:57Easy access to book a holiday then pay for it.
0:03:57 > 0:04:02But then cracks in Eric Harvey's empire began to appear.
0:04:02 > 0:04:06Newbridge Travel had made dozens of bookings with local transport
0:04:06 > 0:04:11firm Gibbons Coaches, worth more than than ?13,000.
0:04:11 > 0:04:14But Eric Harvey wasn't passing customers' money
0:04:14 > 0:04:16on to owner Adrian Gibbons.
0:04:16 > 0:04:20We received a cheque and in a few days the cheque got sent back to us
0:04:20 > 0:04:24We received a cheque and in a few days the cheque got sent back to us
0:04:24 > 0:04:25saying it had bounced.
0:04:25 > 0:04:27One more cheque arrived but for a larger amount.
0:04:27 > 0:04:29It got bounced as well.
0:04:29 > 0:04:31He started ignoring my phone calls.
0:04:31 > 0:04:33I realised then there was something very wrong.
0:04:33 > 0:04:35Adrian raised the alarm, telling customers that
0:04:35 > 0:04:38their holidays were in jeopardy.
0:04:38 > 0:04:41We got a phone call from Gibbons saying we must go down
0:04:41 > 0:04:43to the travel agent in Newbridge and get your money
0:04:43 > 0:04:45back straight away.
0:04:45 > 0:04:47I couldn't believe it.
0:04:47 > 0:04:50I couldn't believe what I was hearing, to be honest.
0:04:50 > 0:04:52Within hours, customers were queuing up, demanding their money
0:04:52 > 0:04:56back from Eric Harvey.
0:04:56 > 0:05:00He said, "I'm so sorry, we have gone bankrupt and you can
0:05:00 > 0:05:02have your money back."
0:05:02 > 0:05:04And my husband put his card
0:05:04 > 0:05:07in and he gave us a receipt and he said, "Don't worry,
0:05:07 > 0:05:08you'll be fine."
0:05:08 > 0:05:12But like many other customers, refunds for David
0:05:12 > 0:05:15and Korean, and Keren and Joan's never materialised,
0:05:15 > 0:05:19and neither did their holidays.
0:05:19 > 0:05:22I can't find words to say about him.
0:05:22 > 0:05:30I really can't.
0:05:33 > 0:05:35And the failure of the travel company was just the
0:05:35 > 0:05:37tip of the iceberg.
0:05:37 > 0:05:41Eric Harvey's cafe closed down, just days after opening.
0:05:41 > 0:05:44And the tanning salon never got off the ground.
0:05:44 > 0:05:48A long line of people were chasing him for money.
0:05:48 > 0:05:54Lesley says she was owed ?2,000 worth of wages.
0:05:54 > 0:05:57Contractors were coming in for money.
0:05:57 > 0:06:00Plumbers, electricians.
0:06:00 > 0:06:03They hadn't been paid or they had been paid a cheque
0:06:03 > 0:06:07which had bounced.
0:06:07 > 0:06:09It was very hard for me to see these people upset.
0:06:09 > 0:06:12We've spoken to clients of Harvey's accountancy firm who say
0:06:12 > 0:06:15they paid him to do their books, but that money was never passed on.
0:06:15 > 0:06:19Her Majesty's Revenue and Customs and the police later
0:06:19 > 0:06:21raided his business premises.
0:06:21 > 0:06:26But Mr Harvey had vanished.
0:06:26 > 0:06:29When Eric Harvey's empire collapsed, some people here thought it was just
0:06:29 > 0:06:32another business gone bust.
0:06:32 > 0:06:36Until some digging on the internet uncovered this bombshell
0:06:36 > 0:06:38on the Youtube website.
0:06:38 > 0:06:40Hello, I'm Andrew Mackenzie.
0:06:40 > 0:06:44It turned out the man the people of Newbridge had trusted
0:06:44 > 0:06:46was a convicted fraudster.
0:06:46 > 0:06:48And he wasn't called Eric Harvey.
0:06:48 > 0:06:51His real name was Andrew Mackenzie.
0:06:51 > 0:06:55In his online video, the jack of all trades admits
0:06:55 > 0:06:59he fancies becoming a TV presenter and to demonstrate his skills,
0:06:59 > 0:07:03he interviews himself.
0:07:03 > 0:07:08I didn't actually start committing offences until I was 24.
0:07:08 > 0:07:11I've become a professional deceiver, a deceiver of myself,
0:07:11 > 0:07:13a deceiver of others.
0:07:13 > 0:07:17This bizarre confession was recorded four years before his
0:07:17 > 0:07:21time in Newbridge.
0:07:21 > 0:07:25It was a huge blow to former employee Lesley.
0:07:25 > 0:07:28Was it quite a shock?
0:07:28 > 0:07:31Massive shock, yeah.
0:07:31 > 0:07:36Quite sickening, actually.
0:07:36 > 0:07:39Andrew Mackenzie seems proud of his criminal past,
0:07:39 > 0:07:47boasting that in 2008 he was convicted of 14 counts of fraud.
0:07:47 > 0:07:50In an effort to make the end justify the means.
0:07:50 > 0:07:56We showed the video to victims Korean and David Tonge.
0:07:56 > 0:08:00Yes, that was the man who's taken our money.
0:08:00 > 0:08:03The name of that man is Andrew Mackenzie
0:08:03 > 0:08:10and he is a convicted fraudster.
0:08:10 > 0:08:12Amazing.
0:08:12 > 0:08:16Who would have thought that in a little local travel shop.
0:08:18 > 0:08:21And one of Andrew Mackenzie's promises is particularly
0:08:21 > 0:08:24hard for the people of Newbridge to swallow.
0:08:24 > 0:08:27I'm happy to say that I don't commit crimes anymore and I don't
0:08:27 > 0:08:29choose to commit crimes.
0:08:29 > 0:08:31Thank you, Drew.
0:08:31 > 0:08:32I'm Andrew Mackenzie.
0:08:32 > 0:08:35Thank you for watching.
0:08:35 > 0:08:38Such a bizarre story.
0:08:38 > 0:08:41Well, this cafe is one of Andrew Mackenzie's failed businesses.
0:08:41 > 0:08:43It's now in new hands.
0:08:43 > 0:08:47And over here, watching that film, are just some of the people who he's
0:08:47 > 0:08:48left out of pocket.
0:08:48 > 0:08:50Hello.
0:08:50 > 0:08:53How do you feel about what he's done to you?
0:08:53 > 0:08:57Well, we were devastated because we were really looking
0:08:57 > 0:09:00forward to the holiday.
0:09:00 > 0:09:03I don't think it's so much the money as the way
0:09:03 > 0:09:05he's done it, you know.
0:09:05 > 0:09:10The calculated, cold way, and he was so plausible and so lovely.
0:09:10 > 0:09:15I couldn't believe that it was the same man who had done it.
0:09:15 > 0:09:17Now you've got to think, when you're handing money over,
0:09:17 > 0:09:20is it going to go where it should do or not?
0:09:20 > 0:09:22It's horrible.
0:09:22 > 0:09:24He should have the book thrown him.
0:09:24 > 0:09:27Well, I do have an update for you.
0:09:27 > 0:09:30When Andrew McKenzie vanished from Newbridge, he went on the run.
0:09:30 > 0:09:32But in July he was arrested and charged with four
0:09:32 > 0:09:35unrelated fraud offences.
0:09:35 > 0:09:39He's now in Cardiff Prison, waiting to be sentenced.
0:09:39 > 0:09:42So he is off the streets for now.
0:09:42 > 0:09:45Is that some comfort?
0:09:45 > 0:09:46Yes, it is.
0:09:46 > 0:09:49To me it is anyway.
0:09:49 > 0:09:51I hope he goes down for a long time.
0:09:51 > 0:09:53Well, we've written to Andrew McKenzie in prison
0:09:53 > 0:09:57to ask him about what he did to you and other people here in Newbridge.
0:09:57 > 0:10:01But his solicitor's said that investigations are ongoing so it
0:10:01 > 0:10:05wouldn't be appropriate to comment at the moment.
0:10:05 > 0:10:08So no answers yet, I'm afraid, but we're going
0:10:08 > 0:10:10to stay on this case.
0:10:10 > 0:10:12Thank you so much for talking to us.
0:10:15 > 0:10:20Still to come, the relaxing retreat which became a noisy nightmare.
0:10:20 > 0:10:22It was like an assault course.
0:10:22 > 0:10:26We had cables, wheelbarrows, grinders.
0:10:26 > 0:10:31And why are so many B customers crying over spilled paint?
0:10:31 > 0:10:35I opened the boot and there was literally paint everywhere.
0:10:35 > 0:10:38You've never seen anything like it.
0:10:38 > 0:10:41Now, we were pretty lucky with the weather this summer,
0:10:41 > 0:10:44but in Wales rain is never far away.
0:10:44 > 0:10:47And when the heavens opened at a music festival
0:10:47 > 0:10:50in Gwynedd, visitors got more than they bargained for.
0:10:53 > 0:10:56Music festivals are renowned for being a bit muddy sometimes.
0:10:56 > 0:10:59It's all part of the experience.
0:10:59 > 0:11:02But fans at this year's Festival Number 6 in Portmeirion
0:11:02 > 0:11:05weren't expecting this.
0:11:06 > 0:11:09Instead of singing along to the Kaiser Chiefs
0:11:09 > 0:11:12and Noel Gallagher, hundreds of people and their cars were stuck
0:11:12 > 0:11:18in a mudbath in what was supposed to be the festival's park and ride.
0:11:18 > 0:11:22This is clearly a flood plain and it shouldn't have been used.
0:11:22 > 0:11:26The organisers denied poor planning.
0:11:26 > 0:11:29The use of this has been going on for four years and it's not
0:11:29 > 0:11:32a decision we take lightly where we're going
0:11:32 > 0:11:35to put our car park.
0:11:35 > 0:11:37It took hours, even days, for tractors and 4x4s to pull cars
0:11:37 > 0:11:40out of the axle-deep mud.
0:11:40 > 0:11:44200 people even spent the night in the local leisure centre.
0:11:44 > 0:11:47In the end, the tractors were getting stuck and towing each
0:11:47 > 0:11:50other out, so we tried again this morning and after
0:11:50 > 0:11:54a couple of hours got out.
0:11:54 > 0:11:56Pete Henley had travelled to north Wales from Bristol.
0:11:56 > 0:11:59When his car was freed, he started to drive home,
0:11:59 > 0:12:02but didn't get far.
0:12:02 > 0:12:05Only went short distance, 10 miles or so, and the car
0:12:05 > 0:12:09started shuddering.
0:12:09 > 0:12:12It was basically undriveable.
0:12:12 > 0:12:15I got the rescue services to come out and they cleared an incredible
0:12:15 > 0:12:17amount of mud.
0:12:17 > 0:12:20Pete got back on the road and has since paid a garage to sort
0:12:20 > 0:12:22out his wheels and tracking.
0:12:22 > 0:12:25But the mud keeps appearing.
0:12:25 > 0:12:29One of my concerns is that corrosion could be a future problem.
0:12:29 > 0:12:39And Pete's just one of many drivers left seriously out of pocket.
0:12:39 > 0:12:40I'm not entirely optimistic that they're going to reimburse me.
0:12:40 > 0:12:43We'll wait and see.
0:12:43 > 0:12:44What a mess.
0:12:44 > 0:12:47And it seems the organisers of Festival Number 6 agree.
0:12:47 > 0:12:51They've sincerely and unreservedly apologised to everyone affected.
0:12:51 > 0:12:55They insist they did monitor the weather but weren't
0:12:55 > 0:12:58expecting the River Glaslyn to burst its banks.
0:12:58 > 0:13:00When it did, they say they acted quickly to tow
0:13:00 > 0:13:02people out of the mud.
0:13:02 > 0:13:06If you've been left with a damaged car as a result, the advice
0:13:06 > 0:13:09is to keep all receipts and make a claim to the festival's
0:13:09 > 0:13:15insurers, who'll look at each case on its merits.
0:13:15 > 0:13:18We've put all those details on our website.
0:13:18 > 0:13:21And we want to know how you get on.
0:13:21 > 0:13:25Call us about this or any other story on 03703 334 334.
0:13:25 > 0:13:31You can email xray@bbc.co.uk or send us a tweet.
0:13:31 > 0:13:35Now after a story like that, a tropical escape sounds very
0:13:35 > 0:13:36tempting.
0:13:36 > 0:13:41But I've been to meet two Llanelli couples whose restful holiday didn't
0:13:41 > 0:13:44turn out to be very peaceful.
0:13:49 > 0:13:52The paradise island of Mauritius, in the Indian Ocean,
0:13:52 > 0:13:57is the kind of place many of us dream of visiting.
0:13:57 > 0:14:01With its luxury hotels, white beaches and blue skies,
0:14:01 > 0:14:05it's hard to imagine a more relaxing retreat.
0:14:10 > 0:14:13Nev and Cynthia Gilasbey from Llanelli couldn't wait
0:14:13 > 0:14:17for their two-week break in May to celebrate Cynthia's birthday.
0:14:17 > 0:14:22They booked their ?3,000 to stay at the Riu resort through Thomson,
0:14:22 > 0:14:30part of global travel giant, Tui Group.
0:14:30 > 0:14:32We stayed at the Riu Creole.
0:14:32 > 0:14:36It was a four-star hotel.
0:14:36 > 0:14:39The actual website itself showed some fantastic photos of the pools
0:14:39 > 0:14:42and the dining rooms and the different rooms and the bedrooms.
0:14:42 > 0:14:44That's what swung it for us.
0:14:44 > 0:14:47This is the holiday the Gilasbeys thought they were getting.
0:14:47 > 0:14:51Just look at that amazing pool.
0:14:51 > 0:14:53And the first week of your holiday was brilliant, was it?
0:14:53 > 0:14:54Thoroughly enjoyed it.
0:14:54 > 0:14:55Fantastic.
0:14:55 > 0:14:57It was really good.
0:14:57 > 0:14:58The pool was nice.
0:14:58 > 0:14:59It was warm.
0:14:59 > 0:15:01Because I don't like going in a cold pool.
0:15:01 > 0:15:03But as the second week began, some unexpected visitors
0:15:03 > 0:15:04moved into the hotel.
0:15:04 > 0:15:11Builders.
0:15:11 > 0:15:14They actually drained the pool totally, the main pool itself,
0:15:14 > 0:15:18totally drained it.
0:15:18 > 0:15:19Scaffolding.
0:15:19 > 0:15:23There was dust absolutely everywhere, every single chair,
0:15:23 > 0:15:27table, the bar area was all covered in this dust, this thick dust,
0:15:27 > 0:15:30it affected our chests.
0:15:30 > 0:15:32I suffer from asthma.
0:15:32 > 0:15:35They all had the masks on while they were grinding.
0:15:35 > 0:15:36And what was it like?
0:15:36 > 0:15:37Was it noisy?
0:15:37 > 0:15:39Was it disruptive?
0:15:39 > 0:15:40Very noisy, all day.
0:15:40 > 0:15:41Extremely noisy, yeah.
0:15:41 > 0:15:43Did you know anything about the work when you
0:15:43 > 0:15:44booked the holiday?
0:15:44 > 0:15:45Nothing at all.
0:15:45 > 0:15:46Not even an email.
0:15:46 > 0:15:48Nothing.
0:15:48 > 0:15:52And on their website it doesn't mention anything whatsoever.
0:15:52 > 0:15:54And this wasn't a one off.
0:15:54 > 0:15:56Three months earlier, other holiday makers
0:15:56 > 0:15:59at the same resort had also complained about,
0:15:59 > 0:16:06yes, you guessed it, building work.
0:16:06 > 0:16:08Back in February, Garry Williams and Jackie Lewis, also
0:16:08 > 0:16:13from Llanelli, set off on their ?6,000 trip.
0:16:13 > 0:16:18They booked through First Choice, also part of the TUI group.
0:16:18 > 0:16:21It was my 50th birthday, so we decided we'll push the boat
0:16:21 > 0:16:27out for one special holiday, but it didn't materialise.
0:16:27 > 0:16:30Like Nev and Cynthia, the couple stayed at the Riu resort,
0:16:30 > 0:16:34at the neighbouring Le Morne Hotel.
0:16:34 > 0:16:37We thought it was going to be an absolute stunning hotel,
0:16:37 > 0:16:39which it seemed to be when we arrived, until
0:16:39 > 0:16:41the following morning, when all the building work
0:16:41 > 0:16:44was going on.
0:16:44 > 0:16:46It was like an assault course.
0:16:46 > 0:16:48We had cables going across the gangways,
0:16:48 > 0:16:53wheelbarrows, grinders, boxes of tiles, tins
0:16:53 > 0:16:58of paint all in the walkway.
0:16:58 > 0:17:04It clearly stated in the brochure, totally refurbished in 2015.
0:17:04 > 0:17:08Had it said that it was undergoing refurbishment then we would never
0:17:08 > 0:17:11have booked it at all.
0:17:11 > 0:17:16When the couple wrote to complain, TUI said that some building work
0:17:16 > 0:17:21was maintenance for the health and safety of all holidaymakers.
0:17:21 > 0:17:24The company did offer Jackie and Garry some compensation -
0:17:24 > 0:17:31?100 in vouchers and a ?70 cheque, but it didn't go down too well.
0:17:31 > 0:17:36To be offered vouchers for their airline when I clearly
0:17:36 > 0:17:40stated I would never use Thomsons again.
0:17:40 > 0:17:43I thought that was so undermining.
0:17:43 > 0:17:45TUI did apologise to Nev and Cynthia for not telling them
0:17:45 > 0:17:48about the building work.
0:17:48 > 0:17:52But they weren't offered a penny in compensation.
0:17:52 > 0:17:55It was just as if they didn't care.
0:17:55 > 0:17:58It's just one of those things - tough.
0:17:58 > 0:18:00Let's see what our consumer law guru makes
0:18:00 > 0:18:03of the way TUI has handled this.
0:18:03 > 0:18:05Oh, I think terribly.
0:18:05 > 0:18:07I mean, it was clearly very important to the
0:18:07 > 0:18:08Gilasbeys that they had
0:18:08 > 0:18:11access to the swimming pool, it was one of the things that
0:18:11 > 0:18:13attracted them to that particular holiday, and the fact it's
0:18:13 > 0:18:17in the brochure means contractually they have a right to expect it to be
0:18:17 > 0:18:19provided, so I think they were understandably upset
0:18:19 > 0:18:23when they got there and discovered that it wasn't available after all.
0:18:23 > 0:18:25Do companies have to tell you if there is work
0:18:25 > 0:18:26going on at your hotel?
0:18:26 > 0:18:30If it's actually happening on-site where either they or someone they've
0:18:30 > 0:18:33subcontracted to is having work done then yes, really they should tell
0:18:33 > 0:18:36you, because that's relevant to whether you want to
0:18:36 > 0:18:39continue with the holiday.
0:18:39 > 0:18:41I can't imagine that this could've gone on for a few months
0:18:41 > 0:18:44without head office knowing.
0:18:44 > 0:18:46Some pretty strong words from Margaret there!
0:18:46 > 0:18:49So will TUI reconsider?
0:18:49 > 0:18:53Well, they told us they're sorry both couples are unhappy
0:18:53 > 0:18:55and they rely on their hotel partners to tell them
0:18:55 > 0:19:03about maintenance work.
0:19:03 > 0:19:05They admit this didn't happen in Garry and Jackie's case.
0:19:05 > 0:19:08But they don't explain why, three months later, Nev and Cynthia
0:19:08 > 0:19:10weren't warned either!
0:19:10 > 0:19:15TUI have now increased their offer of compensation to ?525 in cash -
0:19:15 > 0:19:19or ?600 in vouchers - for Nev and Cynthia
0:19:19 > 0:19:26But just ?200 for Garry and Jackie, for their ?6,000 holiday!
0:19:26 > 0:19:32Not surprisingly, both couples say they're not impressed.
0:19:33 > 0:19:36Time for our X-Ray update, and banks are under fire for failing
0:19:36 > 0:19:39to protect customers from scammers.
0:19:39 > 0:19:41Unlike credit or debit cards, there's no legal protection
0:19:41 > 0:19:45for fraud victims who pay by bank transfer.
0:19:45 > 0:19:51Consumer group Which? says that's not good enough!
0:19:51 > 0:19:54We don't think that's right and that's why we're
0:19:54 > 0:19:55complaining to the regulators.
0:19:55 > 0:19:57We're issuing a super-complaint using our formal legal powers.
0:19:57 > 0:19:58They've got responsibility for this
0:19:58 > 0:20:00and they've got 90 days to get back to us.
0:20:00 > 0:20:03We want them to make sure that banks better protect you from
0:20:03 > 0:20:05this sort of fraud.
0:20:05 > 0:20:08New changes to the Consumer Rights Act this week give rail passengers
0:20:08 > 0:20:12more clout when claiming for delays - even short ones!
0:20:12 > 0:20:15Payouts should be quicker too - and you can demand cash
0:20:15 > 0:20:18instead of vouchers!
0:20:18 > 0:20:22And two bogus builders from Cardiff are off the streets at last.
0:20:22 > 0:20:26The father and son charged one elderly man ?65,000
0:20:26 > 0:20:29for this tiny wall, and ripped off many others.
0:20:29 > 0:20:33Jeffrey Tawse was jailed for six years and son James for two.
0:20:33 > 0:20:37Great news!
0:20:37 > 0:20:40Next, Omar's been meeting customers who feel they're getting
0:20:40 > 0:20:45the brush-off from Britain's biggest DIY chain.
0:20:46 > 0:20:50Doing up your home shouldn't be something you go to war over.
0:20:50 > 0:20:53But a small army of X-Ray viewers has been battling it out
0:20:53 > 0:20:57with the UK's largest DIY chain.
0:20:57 > 0:21:00Right, let's do this.
0:21:00 > 0:21:04In their sights - a ?40 product
0:21:04 > 0:21:06that's caused thousands of pounds' worth of damage.
0:21:06 > 0:21:08It's a problem they've been complaining to
0:21:08 > 0:21:10the company about for months.
0:21:10 > 0:21:14Now I'm taking up the fight.
0:21:14 > 0:21:17And this is what's been driving customers mad.
0:21:17 > 0:21:20A simple, five litre tin of paint.
0:21:20 > 0:21:23But you may not want it anywhere near your car - unless you want
0:21:23 > 0:21:27it to get splattered!
0:21:27 > 0:21:30In July, salon owner Craig Williams from Bridgend decided
0:21:30 > 0:21:33it was time for a makeover.
0:21:33 > 0:21:36Not this kind - he does enough of that in work.
0:21:36 > 0:21:39He fancied a fresh, new look for his bedroom.
0:21:39 > 0:21:42Now, Craig's choosy about his colours -
0:21:42 > 0:21:45so he plumped for a specially-mixed shade of cream Valspar paint -
0:21:45 > 0:21:49which is sold exclusively at B
0:21:49 > 0:21:52The guy behind the counter mixed some paint for us.
0:21:52 > 0:21:56He brought the paint back, he opened the lid and showed us.
0:21:56 > 0:21:59We were happy with the colour.
0:21:59 > 0:22:03Craig put the paint in the boot of his car and drove home
0:22:03 > 0:22:03from the Swansea store.
0:22:03 > 0:22:04Job done.
0:22:04 > 0:22:07But when he got there he was in for a shock.
0:22:07 > 0:22:09I opened the boot and there was literally
0:22:09 > 0:22:11paint everywhere.
0:22:11 > 0:22:15It's only a small car and the paint was, well,
0:22:15 > 0:22:17you've never seen anything like it.
0:22:17 > 0:22:19It was just horrendous.
0:22:19 > 0:22:22The engine in a Smart car is below the boot,
0:22:22 > 0:22:26so unfortunately the paint also got on to the engine.
0:22:26 > 0:22:29And the car was smoking for quite a few weeks as well
0:22:29 > 0:22:32until it kind of burnt off.
0:22:32 > 0:22:36Craig had to fork out ?250 to get his car professionally cleaned.
0:22:36 > 0:22:42He believes he knows exactly what caused the spillage.
0:22:42 > 0:22:46So this is a Valspar five litre, exactly like the one we had.
0:22:46 > 0:22:49And you literally just pull the top like that.
0:22:49 > 0:22:50And it comes off.
0:22:50 > 0:22:52No clips or anything like that unfortunately.
0:22:52 > 0:22:56It's just not secure enough.
0:22:56 > 0:22:59When Craig contacted B customer services to complain,
0:22:59 > 0:23:04they told him:
0:23:04 > 0:23:06"We're unable to accept liability for paint spillages once
0:23:06 > 0:23:08a container has left our store as we have no control
0:23:08 > 0:23:11over its handling."
0:23:11 > 0:23:15So to all the other Craigs out there who are thinking, right,
0:23:15 > 0:23:16I'm doing the house up, I need some paint,
0:23:16 > 0:23:17what would your advice be?
0:23:17 > 0:23:20Take a plastic box!
0:23:20 > 0:23:22For Craig, the battle lines were drawn.
0:23:22 > 0:23:24And he's not alone in his fight.
0:23:24 > 0:23:28Other B customers have been seeing red too.
0:23:28 > 0:23:34Damion Narbeth, from Maesteg is - ironically - a qualified decorator!
0:23:34 > 0:23:37He also bought a five-litre tin of Valspar from the paint
0:23:37 > 0:23:39counter at B in Weymouth.
0:23:39 > 0:23:43I think you can guess what happened next...
0:23:43 > 0:23:46We were driving along 30 miles an hour.
0:23:46 > 0:23:52I just turned a corner and I could just hear, thump.
0:23:52 > 0:23:55I didn't think about what I'd find when I opened the boot.
0:23:55 > 0:23:58It was just everywhere.
0:23:58 > 0:24:03This is my car now.
0:24:03 > 0:24:07I cleared some of it off with a jet wash but it's going to have to be
0:24:07 > 0:24:14specialist cleaned because it's gone all the way under the seats.
0:24:14 > 0:24:17It's still wet on the lock of the car.
0:24:17 > 0:24:19I had the car two weeks before this happened,
0:24:19 > 0:24:26so it's a bit gutting.
0:24:26 > 0:24:28Damion wrote to B to complain.
0:24:28 > 0:24:31But, just like Craig, they told him:
0:24:31 > 0:24:34"We cannot accept responsibility for the handling
0:24:34 > 0:24:39of the paint once it has left the store."
0:24:39 > 0:24:41And Damion and Craig aren't the only ones who've
0:24:41 > 0:24:42had a brush with B
0:24:42 > 0:24:45Let's get Damion to paint the bigger picture.
0:24:45 > 0:24:47Very nice!
0:24:47 > 0:24:51We've spoken to nine more B customers from across Britain,
0:24:51 > 0:24:56whose Valspar paint pots have spilled in their cars.
0:24:56 > 0:24:58Kelly from Dumfermline wanted to decorate the nursery
0:24:58 > 0:25:00for her new arrival.
0:25:00 > 0:25:03But here's how her car looked by the time she got
0:25:03 > 0:25:04home from the store.
0:25:04 > 0:25:08She's been quoted ?8,000 to get it put right.
0:25:08 > 0:25:12And after a trip to the B paint counter, John from Newcastle's car
0:25:12 > 0:25:16took on a whole new shade of blue.
0:25:16 > 0:25:18From Chelmsford to Cheadle, vehicles across the country have
0:25:18 > 0:25:21been getting a fresh lick of paint.
0:25:21 > 0:25:24So what's going on?
0:25:25 > 0:25:27I've come to meet an expert in product design and research
0:25:27 > 0:25:32to see what he makes of this messy situation.
0:25:32 > 0:25:34It becomes quite obvious, quite quickly, where some
0:25:34 > 0:25:36of the problems lie.
0:25:36 > 0:25:38It's not a great seal.
0:25:38 > 0:25:41It's very much like a plastic food container or something you might
0:25:41 > 0:25:47have on a takeaway meal.
0:25:47 > 0:25:53It's a bit more serious than a korma!
0:25:53 > 0:25:55If I take the example of a standard paint tin.
0:25:55 > 0:25:58Most paint tins out there have got a lid a little like this
0:25:58 > 0:26:00that fits down inside.
0:26:00 > 0:26:03You certainly can't peel that back with your fingers.
0:26:03 > 0:26:05We have to design everything with normal use in mind.
0:26:05 > 0:26:08And normal use has to include putting it into your car, taking it
0:26:08 > 0:26:09home, driving round roundabouts.
0:26:09 > 0:26:12So to design it to allow it to fall over and spill paint -
0:26:12 > 0:26:15that suggests to me that it's not quite fit for purpose and that
0:26:15 > 0:26:18would be a problem.
0:26:18 > 0:26:20We decided to test the tin.
0:26:20 > 0:26:28And Jarred didn't have to push too hard before this happened.
0:26:28 > 0:26:30That is a lot of paint!
0:26:30 > 0:26:34It's dripping down as well.
0:26:34 > 0:26:36That's not good.
0:26:36 > 0:26:39That is not good.
0:26:39 > 0:26:41When we simulated, very crudely perhaps,
0:26:41 > 0:26:44hitting an obstacle - in this case my hand -
0:26:44 > 0:26:47it fell over and the lid, as you can see, came straight out.
0:26:47 > 0:26:49We put our findings to Valspar.
0:26:49 > 0:26:52But they insisted their tests have found no problems...
0:26:52 > 0:26:57When tins are transported "correctly" - whatever that means!
0:26:57 > 0:27:02So, it seems B customers are facing an uphill battle.
0:27:02 > 0:27:06As for me, I just need to get the hang of this paintballing thing.
0:27:06 > 0:27:09Are you ready for this?
0:27:09 > 0:27:11Ah, give me a break!
0:27:12 > 0:27:14I think he enjoyed that!
0:27:14 > 0:27:16It's not good news for Craig and Damion, though.
0:27:16 > 0:27:19B aren't backing down.
0:27:19 > 0:27:22They say fewer than one in 100,000 tins of Valspar
0:27:22 > 0:27:24have led to a complaint.
0:27:24 > 0:27:27And there are no plans to change the design of the container -
0:27:27 > 0:27:30which has passed "rigorous" testing!
0:27:30 > 0:27:34They also say many paint tins sold at B carry
0:27:34 > 0:27:37warnings to store them in a secure, upright position.
0:27:37 > 0:27:43But there are no warnings on the five-litre tin
0:27:43 > 0:27:46of Valspar we bought from one of their stores!
0:27:46 > 0:27:51So, B have now agreed to look at putting clear warnings
0:27:51 > 0:27:55on all paint tins in future.
0:27:55 > 0:27:58About time too!
0:27:58 > 0:28:00And that's it for this week - but remember, we're here
0:28:00 > 0:28:02to fight for you.
0:28:02 > 0:28:05So if you need our help, get in touch -
0:28:05 > 0:28:07the details are on the screen now.
0:28:07 > 0:28:09Next week...
0:28:09 > 0:28:12Massive fees and broken promises.
0:28:12 > 0:28:15We're in Swansea, investigating one of the UK's most
0:28:15 > 0:28:19complained-about claims firms.
0:28:19 > 0:28:22Under our government license, we can only leave you in a better
0:28:22 > 0:28:23position or the same.
0:28:23 > 0:28:25We can never leave you running at a loss.
0:28:25 > 0:28:26We'll see you next Monday.
0:28:26 > 0:28:29Bye bye.