0:00:02 > 0:00:05You're watching X-Ray, the show that fights for your rights.
0:00:07 > 0:00:10If you've been ripped off...
0:00:10 > 0:00:13Or that deal turns out to be dodgy...
0:00:13 > 0:00:17We'll battle it out on your behalf.
0:00:17 > 0:00:20No, no, no, excuse me, don't manhandle me.
0:00:20 > 0:00:23You never checked those vehicles when you sold them.
0:00:23 > 0:00:25We're here to fight your corner.
0:00:38 > 0:00:43Tonight - speeding, scratches, and mud!
0:00:43 > 0:00:46We're out with police, tackling the airport parking firms which couldn't
0:00:46 > 0:00:48care less!
0:00:48 > 0:00:50These were people's prized possessions
0:00:50 > 0:00:51and they were caked in mud.
0:00:51 > 0:00:53It really was chaos.
0:00:53 > 0:00:58The outdoor enthusiasts left high and dry by one Welsh company.
0:00:58 > 0:01:01It's not only rude and unprofessional,
0:01:01 > 0:01:03but it's just disgusting.
0:01:03 > 0:01:06And it's a mean, green destructive machine!
0:01:06 > 0:01:11I'm a prisoner, and I've been a prisoner for four years.
0:01:11 > 0:01:14Now Robin's court victory could bring hope to others plagued by
0:01:14 > 0:01:16Japanese knotweed!
0:01:20 > 0:01:24First tonight, as many of us start planning our summer getaways,
0:01:24 > 0:01:29Omar's been finding out how to avoid being taken for a ride by
0:01:29 > 0:01:31airport parking firms.
0:01:35 > 0:01:39In a few months' time, many of us will be loading up the car and
0:01:39 > 0:01:41jetting off somewhere sunny.
0:01:41 > 0:01:45Bring it on! And if you don't want the hassle of parking,
0:01:45 > 0:01:49you can pay a company to take your keys and park your car for you,
0:01:49 > 0:01:50not far from the airport.
0:01:53 > 0:01:57"Meet and greet" parking is soaring at UK airports,
0:01:57 > 0:01:59but so are the number of complaints.
0:02:03 > 0:02:08Last May, Lyn Bigmore from Cardiff left his brand-new car with
0:02:08 > 0:02:12a company called WCP Bristol Airport Parking.
0:02:12 > 0:02:17He flew to the Canaries for two weeks of sun, salads and cerveza.
0:02:17 > 0:02:19But when he got his car back,
0:02:19 > 0:02:24he spotted some footage on his dash cam which horrified him!
0:02:24 > 0:02:29I'm seeing this vehicle of mine being driven and it's doing, like,
0:02:29 > 0:02:3276mph, something like that.
0:02:32 > 0:02:37And they've overtaken three vehicles, in the hatched area,
0:02:37 > 0:02:38for God's sake.
0:02:42 > 0:02:44How did it feel seeing that?
0:02:44 > 0:02:47I was livid, I was, honestly.
0:02:47 > 0:02:49Don't forget, Omar,
0:02:49 > 0:02:53this had 400 miles on the clock when I left it with him.
0:02:53 > 0:02:56Dreadful driving for a professional driver, as well.
0:02:56 > 0:03:00But this road movie had another twist.
0:03:00 > 0:03:03What he is actually doing is picking his mate up.
0:03:03 > 0:03:06He's actually running a taxi service with your car.
0:03:06 > 0:03:09Well, exactly, yeah. Makes my blood boil even further.
0:03:09 > 0:03:11I'm lost for words.
0:03:11 > 0:03:12This is really weird.
0:03:12 > 0:03:17Lyn loves his car - it cost him a whopping 32 grand -
0:03:17 > 0:03:21so he really feels like he's been taken for a ride.
0:03:21 > 0:03:24I felt violated, to be honest.
0:03:24 > 0:03:29It was a dreadful situation and one which is clearly happening
0:03:29 > 0:03:32as a custom and practice across the country - must be.
0:03:34 > 0:03:35Lyn's not wrong.
0:03:35 > 0:03:38All over the UK,
0:03:38 > 0:03:41travellers are being driven round the bend by "meet and greet" firms.
0:03:41 > 0:03:44And at Gatwick - one of the biggest airports -
0:03:44 > 0:03:49cops are determined to put the brakes on this bad behaviour.
0:03:49 > 0:03:52Sergeant Darren Taylor leads a team of officers
0:03:52 > 0:03:54based at Gatwick Police Station.
0:03:54 > 0:03:58Come through to the office. This is a growing issue, more
0:03:58 > 0:04:01and more people want to have the luxury of "meet and greet",
0:04:01 > 0:04:03but this is not just Gatwick, this is nationwide.
0:04:03 > 0:04:06More and more scammers are getting wind of this and trying to get on
0:04:06 > 0:04:10the bandwagon and make money out of it.
0:04:10 > 0:04:11I'm heading off with Darren and
0:04:11 > 0:04:13Community Support Officer Tracy Smythe
0:04:13 > 0:04:16to some of the areas around the airport
0:04:16 > 0:04:19which have been plagued by parking problems.
0:04:19 > 0:04:23You seem so passionate about this. It's almost like this is personal.
0:04:23 > 0:04:25To me, yeah, it is personal, at the end of the day, because what
0:04:25 > 0:04:27you're doing is ripping people off - end of.
0:04:27 > 0:04:30It needs to stop because all it's doing is giving
0:04:30 > 0:04:32other companies, good companies, a bad name.
0:04:32 > 0:04:34So, these people that are scamming are undercutting them,
0:04:34 > 0:04:36because they're not paying their insurance,
0:04:36 > 0:04:38they're not paying their tax,
0:04:38 > 0:04:40their VAT, and they're getting away with it.
0:04:40 > 0:04:42So, is it personal?
0:04:42 > 0:04:44Yes, it's personal to me and my team.
0:04:44 > 0:04:49This street in Copthorne looks quiet today but, a few months ago,
0:04:49 > 0:04:54Darren and Tracy were called out to deal with a very different scene.
0:04:54 > 0:04:58There was lots and lots of vehicles and they were parked so close
0:04:58 > 0:05:01together, they were, like bumper-to-bumper, so...
0:05:01 > 0:05:03Cos they want to maximise the space?
0:05:03 > 0:05:06Yes. They want to get as many cars as they can
0:05:06 > 0:05:09into the residential road, and this is where I thought,
0:05:09 > 0:05:12"This is an unapproved 'meet and greet' company."
0:05:12 > 0:05:14One of the cars belonged to
0:05:14 > 0:05:16holiday-maker Kathryn Bevis from Caerleon.
0:05:16 > 0:05:21She thought she was handing it over to a company who'd take care of it.
0:05:21 > 0:05:25This gentleman walked over, no uniform at all, no ID.
0:05:25 > 0:05:29He just took the keys,
0:05:29 > 0:05:32took his mobile phone out, took a few photographs.
0:05:32 > 0:05:36We were just anxious to get to the terminal at that point and thought,
0:05:36 > 0:05:38"OK, perhaps he's just the guy parking it,
0:05:38 > 0:05:43"and it'll be fine because it'll be in a secure car park."
0:05:43 > 0:05:47After a lazy week in Lanzarote, the family picked up their car.
0:05:47 > 0:05:49But the next morning,
0:05:49 > 0:05:53Kathryn noticed a new feature on her trusty Golf.
0:05:53 > 0:05:56When I went to the car, I thought, "That's strange,
0:05:56 > 0:06:00"I can't remember scratches along the driver's door."
0:06:00 > 0:06:03It definitely looked like it'd been keyed.
0:06:03 > 0:06:07Two days later, the cause of the mystery scratches was revealed,
0:06:07 > 0:06:12in a letter from none other than Sergeant Darren Taylor.
0:06:12 > 0:06:16They explained that the car had been found in a street,
0:06:16 > 0:06:19that the residents had complained to the police because of the number of
0:06:19 > 0:06:22cars, and some of them had been blocking driveways,
0:06:22 > 0:06:24and when they investigated,
0:06:24 > 0:06:28the majority of them were open and they were damaged.
0:06:28 > 0:06:31I just couldn't believe the cheek of it,
0:06:31 > 0:06:36to take your car and absolutely just abandon it, basically.
0:06:36 > 0:06:39We actually found that some of the vehicles had been damaged,
0:06:39 > 0:06:41where they'd scratched the paintwork, and of course,
0:06:41 > 0:06:43this is not going to penalise this company -
0:06:43 > 0:06:46this is going to penalise the people that own these vehicles.
0:06:46 > 0:06:48So, not only are they getting a shoddy service,
0:06:48 > 0:06:51where their vehicles have been left in a residential street when they
0:06:51 > 0:06:53should be in a secure compound,
0:06:53 > 0:06:56but then they're coming back to find their vehicles are damaged as well.
0:06:56 > 0:07:00The company responsible was tracked down and the cars were removed.
0:07:00 > 0:07:06But the problem isn't just confined to the streets.
0:07:06 > 0:07:08If you look at this field and the hedge line,
0:07:08 > 0:07:09the field across from there
0:07:09 > 0:07:14was used to park thousands of cars - customers' cars -
0:07:14 > 0:07:17that were meant to be in a secure compound.
0:07:17 > 0:07:20When I turned up and I saw the state of play,
0:07:20 > 0:07:24the amount of mud on these vehicles, it was totally disgusting.
0:07:24 > 0:07:26These were people's prized possessions,
0:07:26 > 0:07:27and they were caked in mud.
0:07:27 > 0:07:30You couldn't even actually distinguish what some vehicles were,
0:07:30 > 0:07:33the mud was that thick, let alone what the registration was.
0:07:33 > 0:07:35And we're not just talking your average cars.
0:07:35 > 0:07:38There was a Bentley worth hundreds of thousands of pounds.
0:07:38 > 0:07:40And not only were the cars damaged, caked in mud,
0:07:40 > 0:07:42but the keys were strewn around everywhere.
0:07:42 > 0:07:44I mean, it really was chaos.
0:07:44 > 0:07:46Back at Gatwick,
0:07:46 > 0:07:51airport bosses are urging passengers to ditch the dodgy parking firms and
0:07:51 > 0:07:54only use ones on their approved list.
0:07:54 > 0:07:56What we would say to the rogue operators,
0:07:56 > 0:08:00who don't care about the wellbeing of the passenger's car, is,
0:08:00 > 0:08:01you know, you are not welcome at Gatwick,
0:08:01 > 0:08:04and we don't want you to operate here.
0:08:04 > 0:08:07What we'd equally say to anyone travelling from the airport is,
0:08:07 > 0:08:09please, you know, we do urge you to look on the airport website,
0:08:09 > 0:08:12make an informed choice about where you park.
0:08:12 > 0:08:16And it's worth looking out for this Park Mark symbol, too.
0:08:16 > 0:08:20It means a firm's been checked out and is up to scratch.
0:08:22 > 0:08:24So, what can we all do to completely knock out
0:08:24 > 0:08:27these dodgy "meet and greet" companies?
0:08:27 > 0:08:29Quite simple - let's not book through them.
0:08:29 > 0:08:33If we can all work together and promote that as much as possible,
0:08:33 > 0:08:35we can eradicate the scammers.
0:08:37 > 0:08:38Yeah, some really good advice there.
0:08:38 > 0:08:41And remember, before you leave your car with a parking firm,
0:08:41 > 0:08:45it's always worth taking a few photos of it, inside and out -
0:08:45 > 0:08:50and take a picture of the mileage, too, just in case there's a dispute!
0:08:50 > 0:08:54Now, the firm which dumped Kathryn's car in a side street has gone bust.
0:08:54 > 0:08:58So, unfortunately, no money back for her.
0:08:58 > 0:09:03But Lyn, whose car was driven at speed and used as a taxi,
0:09:03 > 0:09:07has received an apology from WCP Bristol Airport Parking,
0:09:07 > 0:09:10and he's had half of his money back.
0:09:10 > 0:09:13The company says it's also taken disciplinary action against the
0:09:13 > 0:09:15members of staff involved.
0:09:15 > 0:09:18Now, if there's anything you'd like us to look in to,
0:09:18 > 0:09:19please, do get in touch.
0:09:19 > 0:09:22The number to call is...
0:09:24 > 0:09:30You can e-mail us. Or send us a tweet.
0:09:30 > 0:09:32Still to come tonight -
0:09:32 > 0:09:36they claim to be a network you can depend on,
0:09:36 > 0:09:40but this loyal Vodafone customer doesn't agree.
0:09:40 > 0:09:42The only thing I can depend on with Vodafone is,
0:09:42 > 0:09:44that they are going to send me a text,
0:09:44 > 0:09:47and they are going to cut me off.
0:09:47 > 0:09:50Next, I've been getting to the root of a problem that's causing misery
0:09:50 > 0:09:55for homeowners here in Maesteg and right across Wales.
0:09:57 > 0:10:00When Robin Waistell first set eyes on this house in Maesteg
0:10:00 > 0:10:04five years ago, he had a good feeling about it.
0:10:04 > 0:10:08The people are absolutely marvellous, everybody talks to you.
0:10:08 > 0:10:10The hills, the valleys, lovely.
0:10:10 > 0:10:13I looked out the window, saw the railway line.
0:10:13 > 0:10:16I said, "Oh, that's good, I'll be able to tell the grandchildren I got
0:10:16 > 0:10:18"me own private railway line."
0:10:18 > 0:10:21Robin decided it was the perfect place to start
0:10:21 > 0:10:24a new chapter of his life.
0:10:24 > 0:10:29Well, unfortunately, in 2010, my wife passed away...
0:10:29 > 0:10:33and I went back to Spain, where we lived.
0:10:33 > 0:10:35Beautiful home...
0:10:35 > 0:10:40And after a few months, I realised I didn't want to be there on
0:10:40 > 0:10:46my own. So I decided to sell up and move back to the UK.
0:10:46 > 0:10:50But by the time Robin moved in, in May, an alien invader
0:10:50 > 0:10:54had sprung up on the railway embankment behind his house.
0:10:54 > 0:10:56I looked out the window
0:10:56 > 0:10:59and I thought, "What's the hell's that growing?"
0:10:59 > 0:11:02After that, it seemed to speed up.
0:11:02 > 0:11:04HE CHUCKLES
0:11:04 > 0:11:09The beautiful views I had, I couldn't see through it.
0:11:09 > 0:11:11It was just a mass of green.
0:11:13 > 0:11:17Robin's house was surrounded by Japanese knotweed -
0:11:17 > 0:11:19a plant once cultivated by the Victorians,
0:11:19 > 0:11:22who thought it looked pretty.
0:11:22 > 0:11:25But its roots can be three metres deep,
0:11:25 > 0:11:30it spreads quickly and it can grow through walls and burst into houses.
0:11:30 > 0:11:33Getting rid of this invasive species
0:11:33 > 0:11:36is keeping weed control experts very busy.
0:11:36 > 0:11:38It may look dead at the moment,
0:11:38 > 0:11:42but within weeks it'll be a different story.
0:11:42 > 0:11:44If you look closely,
0:11:44 > 0:11:46little red shoots starting to emerge.
0:11:46 > 0:11:49Those are the canes already starting to emerge.
0:11:49 > 0:11:50And that'll be next year's growth.
0:11:50 > 0:11:54And it is that root area, isn't it, Rob, that's the real danger zone?
0:11:54 > 0:11:58- That's right, that's how the plant spreads.- So how do you treat it?
0:11:58 > 0:12:00The obvious and cheapest
0:12:00 > 0:12:03and most effective method is to treat it with herbicide.
0:12:03 > 0:12:06You spray the leaves or you can inject into the stem.
0:12:06 > 0:12:10Very effective, but just takes several years to take effect.
0:12:10 > 0:12:11But it's important to take it all out,
0:12:11 > 0:12:13otherwise the plant's going to regenerate.
0:12:13 > 0:12:17In Maesteg, Robin has repeatedly asked Network Rail,
0:12:17 > 0:12:21which owns the embankment, to get rid of the Japanese knotweed.
0:12:21 > 0:12:24And although they've treated the site several times,
0:12:24 > 0:12:27the plant is still going strong.
0:12:27 > 0:12:29Tell me about the impact it's had on you, Robin,
0:12:29 > 0:12:31and your plans for the future.
0:12:31 > 0:12:34I had the house on the market
0:12:34 > 0:12:38and I was getting loads of people come round have a look,
0:12:38 > 0:12:40saying how much they loved it.
0:12:40 > 0:12:43Then when I showed them the knotweed,
0:12:43 > 0:12:46they didn't want to get involved with Japanese knotweed,
0:12:46 > 0:12:49because it's un-mortgageable.
0:12:49 > 0:12:51Anyone who has Japanese knotweed
0:12:51 > 0:12:54within seven metres of their property
0:12:54 > 0:12:57could well struggle to get a mortgage, unless they have
0:12:57 > 0:13:01a specialist treatment plan in place.
0:13:01 > 0:13:02Robin's neighbour, Steve Williams,
0:13:02 > 0:13:04has also had problems selling his home.
0:13:04 > 0:13:07Steve, you grew up in Maesteg, didn't you?
0:13:07 > 0:13:10Have you always been aware of Japanese knotweed around?
0:13:10 > 0:13:13Yeah, basically we used to play in it when we were kids, like, and make
0:13:13 > 0:13:15dens and all sorts of stuff like.
0:13:15 > 0:13:18- It's all over the place round here, to tell you the truth.- So how has
0:13:18 > 0:13:20Japanese knotweed impacted on the house?
0:13:20 > 0:13:22It stops light,
0:13:22 > 0:13:25smells a bit, some times of the year, as well.
0:13:25 > 0:13:28And it's been, when it's in full growth,
0:13:28 > 0:13:31it's basically tapping on my daughter's bedroom,
0:13:31 > 0:13:33keeping her awake at night and all sorts of stuff.
0:13:33 > 0:13:36What happened when you tried to contact Network Rail about it?
0:13:36 > 0:13:40Basically, they just palmed me off - they just don't want to know.
0:13:40 > 0:13:42They're hoping, basically, because they're such a big company,
0:13:42 > 0:13:44they look at it and say,
0:13:44 > 0:13:47"Well, we're big enough, we don't have to worry about you."
0:13:47 > 0:13:51But Steve and Robin weren't prepared to let it go.
0:13:51 > 0:13:55And now they've certainly got Network Rail's attention.
0:13:55 > 0:13:59I decided to take the next step - legal action.
0:13:59 > 0:14:01I'm unable to sell,
0:14:01 > 0:14:06I'm just unable to move on in my life, to the next chapter.
0:14:08 > 0:14:13I'm a prisoner, and I've been a prisoner for four years.
0:14:13 > 0:14:16And earlier this month, in a landmark case,
0:14:16 > 0:14:19the pair won their battle against the company.
0:14:19 > 0:14:20At Cardiff County Court,
0:14:20 > 0:14:24Network Rail were ordered to pay each of them more than £4,000 to
0:14:24 > 0:14:26remove the knotweed, and £10,000
0:14:26 > 0:14:29because the value of their homes had dropped.
0:14:29 > 0:14:32I know there's lots and lots of people in Maesteg
0:14:32 > 0:14:33and throughout Britain
0:14:33 > 0:14:37who's basically going through the same thing, and at least now
0:14:37 > 0:14:40it's not going to be such an uphill battle for them lot.
0:14:42 > 0:14:46Who'd have thought a plant could cause so many problems?
0:14:46 > 0:14:50Well, Rodger Burnett, the lawyer who represented Robin from Maesteg,
0:14:50 > 0:14:53that you saw in that report, is with me.
0:14:53 > 0:14:56Rodger, is this case going to open the floodgates now?
0:14:56 > 0:14:59I've spoken to hundreds of people
0:14:59 > 0:15:01who are literally at their wits' end,
0:15:01 > 0:15:03banging their head against a brick wall.
0:15:03 > 0:15:05They've tried to get people Network Rail,
0:15:05 > 0:15:08other big landowners, to take responsibility for Japanese knotweed
0:15:08 > 0:15:11that's on their land, that's stopping them selling their property
0:15:11 > 0:15:13or preventing them from buying a property.
0:15:13 > 0:15:16Hopefully, with this judgment, these people
0:15:16 > 0:15:20will be able to take on these big landowners and be able to sell their
0:15:20 > 0:15:23- property.- But even if you can find who the landowner is,
0:15:23 > 0:15:26clearly it's often very difficult to get them to take action.
0:15:26 > 0:15:29- What should people do? - It can be incredibly difficult.
0:15:29 > 0:15:33If you don't have any joy contacting these people yourself,
0:15:33 > 0:15:35then your only option is to seek legal assistance.
0:15:35 > 0:15:38Is it very expensive to treat, is that what the issue is?
0:15:38 > 0:15:42It can, it can range from a few thousand pounds
0:15:42 > 0:15:44to £30,000, £40,000 to get
0:15:44 > 0:15:47the knotweed treated and excavated.
0:15:47 > 0:15:51When they developed the Olympic Park site in London,
0:15:51 > 0:15:53there was knotweed there and it cost
0:15:53 > 0:15:56£3.4 million to have it completely removed.
0:15:56 > 0:15:59What's your advice to people who may be selling their property
0:15:59 > 0:16:03and suspect they have Japanese knotweed?
0:16:03 > 0:16:05Do you have to declare it?
0:16:05 > 0:16:06Yes, you should.
0:16:06 > 0:16:08There's a property information form
0:16:08 > 0:16:10that sellers should complete when selling their property.
0:16:10 > 0:16:13And on there, there is very specific question about Japanese knotweed.
0:16:13 > 0:16:16If you don't, then you can be faced with
0:16:16 > 0:16:20significant legal action from an unsuspecting buyer.
0:16:20 > 0:16:23Because it can have implications for mortgages, can't it?
0:16:23 > 0:16:27It can, if the property is affected by Japanese knotweed,
0:16:27 > 0:16:30lenders won't lend against the property, unless there's a treatment
0:16:30 > 0:16:33programme in place, that treatment programme is carried out by
0:16:33 > 0:16:37a competent contractor and the treatment programme is underpinned
0:16:37 > 0:16:40- by an insurance-backed guarantee. - Rodger, thank you.
0:16:40 > 0:16:41Thank you.
0:16:43 > 0:16:47Time for a news update, and if you like watching funny videos,
0:16:47 > 0:16:51watch out for a scam message doing the rounds on social media.
0:16:51 > 0:16:53It looks like it's come from a friend,
0:16:53 > 0:16:55who asks, "Are you in this video?"
0:16:55 > 0:16:59But clicking on the link could give fraudsters access to your account.
0:17:01 > 0:17:04The Royal Mint will be launching the new 12-sided £1 coin
0:17:04 > 0:17:06at the end of next month,
0:17:06 > 0:17:08so it's a race against time
0:17:08 > 0:17:11for businesses to update their coin-operated machines.
0:17:11 > 0:17:15And you'll only have until the 15th October to spend your old ones -
0:17:15 > 0:17:19better start looking down the back of your sofa!
0:17:19 > 0:17:24And if you're thinking of buying a new motor, all cars registered
0:17:24 > 0:17:27from the 1st of April will be taxed in a different way.
0:17:27 > 0:17:31For the first year, the rate is based on C02 emissions.
0:17:31 > 0:17:34After that, it'll depend on the type of fuel you use.
0:17:34 > 0:17:37Check the Government's website for details!
0:17:40 > 0:17:45Now, if braving the elements in the Welsh countryside is your thing,
0:17:45 > 0:17:48then you'll need to buy yourself the right kit.
0:17:48 > 0:17:50But Rachel's been meeting customers
0:17:50 > 0:17:52of one Carmarthenshire-based company,
0:17:52 > 0:17:55which just hasn't delivered.
0:17:59 > 0:18:03Outdoors pursuits in Wales are big business.
0:18:03 > 0:18:05Pastimes such as surfing,
0:18:05 > 0:18:10hiking and mountain biking bring almost £500 million a year
0:18:10 > 0:18:13to the Welsh economy.
0:18:13 > 0:18:18The market for everything you'll need when venturing out into the
0:18:18 > 0:18:20wilds of Wales is also booming.
0:18:20 > 0:18:25But one Welsh company seems to have taken the great out of
0:18:25 > 0:18:26the great outdoors!
0:18:28 > 0:18:33And it's called CNF Outdoors, based in rural Carmarthenshire.
0:18:33 > 0:18:37Their website promises to give you exactly what you require for the
0:18:37 > 0:18:40ultimate outdoor experience.
0:18:40 > 0:18:43It sounded good to Katrina Deacon from Colwyn Bay,
0:18:43 > 0:18:48who was looking for an extra-special mountain bike for her son, Teddy.
0:18:48 > 0:18:53Back in September, he had got on his bike and hit a moving car.
0:18:53 > 0:18:55He was absolutely traumatised by that event,
0:18:55 > 0:18:59he ended up going into surgery twice and he was in plaster for a couple
0:18:59 > 0:19:05of months. So it was the perfect opportunity to give him a great
0:19:05 > 0:19:08Christmas present that would aid his recovery.
0:19:08 > 0:19:11Katrina spotted a Muddy Fox mountain bike,
0:19:11 > 0:19:13which she thought would be ideal.
0:19:13 > 0:19:16The website looked very professional,
0:19:16 > 0:19:20this blurb about the service they provide,
0:19:20 > 0:19:24and it all just seemed really good, really well-run and
0:19:24 > 0:19:26all above board.
0:19:28 > 0:19:32She placed the order in November and the website said delivery would be
0:19:32 > 0:19:35within five business days.
0:19:35 > 0:19:38But two weeks into December, and with Christmas fast approaching,
0:19:38 > 0:19:40there was no sign of the bike.
0:19:40 > 0:19:43I e-mailed, I called the landline,
0:19:43 > 0:19:47I looked up where they were based, and considered driving down there.
0:19:47 > 0:19:49Because by now I'm starting to panic.
0:19:49 > 0:19:52But absolutely nothing back from them.
0:19:54 > 0:19:58In the end, Teddy did get his bike in time from Christmas -
0:19:58 > 0:20:02but from another online store, not CNF.
0:20:02 > 0:20:04Mum Katrina only got her money back
0:20:04 > 0:20:07after complaining to her credit card company.
0:20:07 > 0:20:10I'm very, very disappointed towards CNF, obviously.
0:20:10 > 0:20:15This particular purchase goes a lot deeper than just buying
0:20:15 > 0:20:18a bike for a child on Christmas, which is big enough anyway.
0:20:18 > 0:20:21But this was an important part of Teddy's recovery.
0:20:21 > 0:20:25And for them to just not reply to me,
0:20:25 > 0:20:28it's not only rude and unprofessional,
0:20:28 > 0:20:29but it's just disgusting.
0:20:30 > 0:20:33Remember CNF's promise,
0:20:33 > 0:20:35to give you exactly what you require
0:20:35 > 0:20:37for that ultimate outdoor experience?
0:20:37 > 0:20:40Well, Katrina's ultimate experience
0:20:40 > 0:20:43with CNF was getting left out in the cold.
0:20:43 > 0:20:45And she's not the only one.
0:20:48 > 0:20:52In December, Michelle Jeffrey from Llantrisant had a run-in with the
0:20:52 > 0:20:57company, after ordering a Christmas present for her husband, Ian.
0:20:57 > 0:21:00I just knew that I had to buy something to do with the van.
0:21:00 > 0:21:04So I chose to buy a thermal privacy screen,
0:21:04 > 0:21:09just to keep the van warmer in the cold weather and to keep the heat
0:21:09 > 0:21:10out in the summer.
0:21:11 > 0:21:16CNF seemed to know their stuff when it came to camping gear.
0:21:16 > 0:21:21So Michelle paid £50 and was assured her order was on its way.
0:21:21 > 0:21:25But Christmas came and went, and there was no sign of it.
0:21:25 > 0:21:30Really disappointed because I knew this was a Christmas present for my
0:21:30 > 0:21:32husband and I knew he'd be disappointed.
0:21:33 > 0:21:39Michelle phoned and e-mailed CNF without success.
0:21:39 > 0:21:43So husband Ian turned online sleuth, to track down the director -
0:21:43 > 0:21:46Grant Butler.
0:21:46 > 0:21:50I sent a rather sharp and to the point e-mail to this guy...
0:21:51 > 0:21:55..and that's when he immediately responded and sent Michelle
0:21:55 > 0:21:58a cancellation on the order.
0:21:58 > 0:22:02But it was only after complaining to her credit card company that CNF
0:22:02 > 0:22:04gave Michelle her money back.
0:22:04 > 0:22:08We've spoken to many other unhappy customers too.
0:22:08 > 0:22:12Like Duncan Greene in Penrith, who bought a ground sheet for his tent,
0:22:12 > 0:22:14which didn't turn up
0:22:14 > 0:22:19In Edinburgh, Robin Wallace's sleeping bag didn't arrive either.
0:22:19 > 0:22:24And Megan Hine spent over £400 on sleeping bags for an expedition to
0:22:24 > 0:22:28Norway, and the goods never even made it to Worcestershire.
0:22:29 > 0:22:33She spent months chasing Grant Butler for her money,
0:22:33 > 0:22:36and had to threaten legal action to get it back.
0:22:38 > 0:22:42It's not fair on people that he can just get away with this.
0:22:42 > 0:22:43He shouldn't be trading.
0:22:43 > 0:22:45He just should not be trading.
0:22:48 > 0:22:51So, what is going on?
0:22:51 > 0:22:55Well, CNF are blaming the problems on issues with their suppliers,
0:22:55 > 0:22:57particularly around Christmas time.
0:22:57 > 0:23:01They say that Teddy's bike order was affected by a change in couriers,
0:23:01 > 0:23:04which meant they had to withdraw the bikes from sale.
0:23:04 > 0:23:08Now they insist that all refunds have now been processed,
0:23:08 > 0:23:12although they don't explain why that has taken so long.
0:23:12 > 0:23:14Carmarthenshire Trading Standards have confirmed they are now
0:23:14 > 0:23:17investigating CNF Outdoors.
0:23:17 > 0:23:21We'll keep you posted on any developments.
0:23:21 > 0:23:26Next up, Vodafone claims it's a network you can depend on.
0:23:26 > 0:23:30But for one Swansea family that doesn't ring true,
0:23:30 > 0:23:32as Omar's been finding out.
0:23:38 > 0:23:40PHONE RINGS
0:23:42 > 0:23:44- Hi, Lucy.- Hi, Omar.
0:23:44 > 0:23:46Hey, I've got some really exciting news for you.
0:23:46 > 0:23:49- Wow, what is it?- Well, I was speaking to this friend
0:23:49 > 0:23:51the other day, and she said that you can..
0:23:51 > 0:23:53BEEPING
0:23:53 > 0:23:54..definitely...
0:23:54 > 0:23:56- Hello?- Hello?
0:23:56 > 0:23:57Omar?
0:23:59 > 0:24:01'Don't you just hate getting cut off?'
0:24:03 > 0:24:06It's a feeling Mike Harries and his family from Swansea
0:24:06 > 0:24:08know all too well.
0:24:08 > 0:24:10As a postman for almost 30 years,
0:24:10 > 0:24:14Mike prides himself on delivering a first-class service.
0:24:14 > 0:24:16'It's a shame he can't say the same
0:24:16 > 0:24:19'about his mobile phone company, though...'
0:24:19 > 0:24:21You've had a lot of drama with Vodafone, mate.
0:24:21 > 0:24:26- What's been happening?- Two years ago, 2015, started having texts -
0:24:26 > 0:24:29"You haven't paid your bill." Ring them up
0:24:29 > 0:24:33and then we'd go through a scenario with them, basically.
0:24:33 > 0:24:35"No, you're fine, you have paid your bill."
0:24:35 > 0:24:38I say, "OK, fine." Next breath, they threaten to cut me off.
0:24:38 > 0:24:41Mike, his wife, Penny, and son, Luke,
0:24:41 > 0:24:44have been loyal Vodafone customers for years.
0:24:44 > 0:24:48They pay £73 a month for a family plan,
0:24:48 > 0:24:50which allows them to share minutes and data.
0:24:50 > 0:24:54In my eyes, it's a very simple procedure.
0:24:54 > 0:24:57I pay the bill, they supply a service.
0:24:57 > 0:25:01As it is now, I pay the bill, they don't supply a service.
0:25:01 > 0:25:04This might be a stupid question.
0:25:04 > 0:25:06Why don't you just change networks?
0:25:06 > 0:25:09Where we live, by here, no other company covers it.
0:25:09 > 0:25:12So it's basically Vodafone, or no phone?
0:25:12 > 0:25:14I am basically stuck.
0:25:14 > 0:25:18Inside, I am absolutely boiling and I just can't do nothing about it.
0:25:20 > 0:25:22Mike's not a happy chap.
0:25:22 > 0:25:26And plenty of other customers aren't impressed with Vodafone either.
0:25:26 > 0:25:30In October, Ofcom fined the company almost £1 million for their
0:25:30 > 0:25:32poor handling of complaints.
0:25:36 > 0:25:40Getting cut off has had a big impact on the rest of the family, too.
0:25:40 > 0:25:4319-year-old personal trainer Luke
0:25:43 > 0:25:46is fed up of Vodafone giving him the run around.
0:25:46 > 0:25:49- Hi, Luke.- Hiya, how you doing? - I'm good, man, how are you?
0:25:49 > 0:25:51Good, yeah. Great, thanks.
0:25:51 > 0:25:53So, Vodafone, has it being ruining your life a bit?
0:25:53 > 0:25:55Yeah, as a personal trainer I've got to text my clients.
0:25:55 > 0:25:59And if I don't have Wi-Fi, because I'm out and about or in college,
0:25:59 > 0:26:02I can't text them, so I can't arrange dates, times to meet them.
0:26:02 > 0:26:03That's the biggest thing for me,
0:26:03 > 0:26:05that's the thing that's annoyed me the most.
0:26:05 > 0:26:08It's not a big amount of money, but it's still money to me and,
0:26:08 > 0:26:10as a student, I don't get much money as it is.
0:26:10 > 0:26:12So do you think Vodafone owe you a cheque?
0:26:12 > 0:26:13I wouldn't mind one.
0:26:13 > 0:26:15HE CHUCKLES
0:26:15 > 0:26:16Yeah, I wouldn't say no.
0:26:16 > 0:26:18Back at the Harries' home,
0:26:18 > 0:26:21Mike shows me what he's been dealing with.
0:26:21 > 0:26:23Just looking through this, you can see they've said,
0:26:23 > 0:26:25- "You haven't paid your bill."- Yes.
0:26:25 > 0:26:27Then they've said, "You still haven't paid your bill." Then they
0:26:27 > 0:26:30say, "You haven't paid your bill, we're going to cut you off!"
0:26:30 > 0:26:34"We've cut you off!" And through all of this, you've paid.
0:26:34 > 0:26:35Yeah. Every single time.
0:26:35 > 0:26:37There's a direct debit set up.
0:26:37 > 0:26:40And it just keeps going and going and going and going?
0:26:40 > 0:26:42Yeah.
0:26:42 > 0:26:47One of them says, "Vodafone is a network you can depend on."
0:26:47 > 0:26:48Yeah, that was funny, that one was.
0:26:48 > 0:26:51The only thing I can depend on with Vodafone is, that they are
0:26:51 > 0:26:54going to send me a text and they are going to cut me off.
0:26:54 > 0:26:56That's what they are good at.
0:26:56 > 0:26:58You couldn't make it up.
0:26:58 > 0:27:00I wonder how this problem would play out in the
0:27:00 > 0:27:02world of television?
0:27:02 > 0:27:04Imagine you're watching X-Ray.
0:27:04 > 0:27:06Just watching your favourite presenter, Omar Hamdi,
0:27:06 > 0:27:09doing his final piece to camera and all of a sudden...
0:27:09 > 0:27:11BEEPING
0:27:11 > 0:27:12Guys?
0:27:14 > 0:27:17Right - since we filmed with the Harries family,
0:27:17 > 0:27:19they've been cut off yet again.
0:27:19 > 0:27:25They just can't understand why, so we asked Vodafone.
0:27:25 > 0:27:28They say they're sorry, and blame a system error with their
0:27:28 > 0:27:34billing process. They've apologised to the family and say the account is
0:27:34 > 0:27:36being "cleansed" as we speak -
0:27:36 > 0:27:40and they've offered the family a month's free line rental while they
0:27:40 > 0:27:45sort out the problems. So, hopefully, after almost two years,
0:27:45 > 0:27:49this will finally be the end of all the hassle.
0:27:49 > 0:27:51Well, that is it for this week. Remember,
0:27:51 > 0:27:54if there's anything you want us to look into, please do get in touch.
0:27:54 > 0:27:56Our contact details are on the screen now.
0:27:56 > 0:27:58We are here for you.
0:27:58 > 0:28:00Next week...
0:28:01 > 0:28:03..we investigate dog theft -
0:28:03 > 0:28:08the real-life nightmare facing a growing number of families in Wales.
0:28:08 > 0:28:12It's just the not being able tell my kids what's happening.
0:28:12 > 0:28:14I don't know if someone's got him and they're looking after him,
0:28:14 > 0:28:17or if they're not looking after him.
0:28:17 > 0:28:21We'll be back in our usual slot next week, that's 7:30, Monday.
0:28:21 > 0:28:22Have a great weekend, bye-bye!