0:00:02 > 0:00:03You're watching X-Ray,
0:00:03 > 0:00:05the show that fights for your rights.
0:00:08 > 0:00:10If you've been ripped off...
0:00:10 > 0:00:14Or that deal turns out to be dodgy...
0:00:14 > 0:00:17We'll battle it out on your behalf.
0:00:17 > 0:00:21- Out, please.- No, no, no, excuse me, don't manhandle me.
0:00:21 > 0:00:23You never checked those vehicles when you sold them...
0:00:23 > 0:00:25We're here to fight your corner.
0:00:39 > 0:00:42Tonight, the families who just want to use their gardens,
0:00:42 > 0:00:46but Persimmon Homes has left them with muddy mountains.
0:00:46 > 0:00:49It's just not safe and I daren't leave the kids out,
0:00:49 > 0:00:52even on this bit, because they will wander down.
0:00:53 > 0:00:56The Powys coach passengers who say ticket prices to London
0:00:56 > 0:00:58just don't add up.
0:00:58 > 0:01:01Going from Aber for £35,
0:01:01 > 0:01:03Newtown, £80,
0:01:03 > 0:01:05Welshpool, £80 -
0:01:05 > 0:01:07it's not fair.
0:01:07 > 0:01:10And Omar gets some tips on avoiding fake autographs
0:01:10 > 0:01:13from a Star Wars legend.
0:01:13 > 0:01:17And I know it's real now, because Darth Vader did it himself!
0:01:20 > 0:01:23First tonight, spring is on its way
0:01:23 > 0:01:28and lots of us are thinking about making our gardens look their best.
0:01:28 > 0:01:31But for some families on a new housing estate
0:01:31 > 0:01:35just a few miles from here, that's a very big task.
0:01:35 > 0:01:36Here's Rachel.
0:01:41 > 0:01:46With breathtaking views and magnificent mountains,
0:01:46 > 0:01:50the landscape of Wales is something we can all appreciate.
0:01:51 > 0:01:55But some homeowners on this new housing estate near Pontypridd
0:01:55 > 0:01:58have found that they're tackling the steepest of slopes
0:01:58 > 0:02:00a bit too close to home.
0:02:00 > 0:02:03In fact, these ones are in their gardens.
0:02:09 > 0:02:12This slope seems a match for Snowdonia,
0:02:12 > 0:02:15and it belongs to Catrina Nicholas and Nikki McLaughlin.
0:02:15 > 0:02:20They moved into this Persimmon housing development 14 months ago.
0:02:20 > 0:02:24But getting the garden they say they were promised has been an uphill struggle.
0:02:24 > 0:02:26This isn't a garden, is it?
0:02:26 > 0:02:28It's like walking up a ski slope.
0:02:28 > 0:02:31No. It is an absolute nightmare.
0:02:31 > 0:02:35It's far from a garden, certainly it's not something that you can use.
0:02:35 > 0:02:38It's just not safe and I daren't leave the kids out,
0:02:38 > 0:02:40even on this bit, because they will wander down.
0:02:40 > 0:02:43We put all our money, all our hopes, our dreams,
0:02:43 > 0:02:46- this was our first home together, wasn't it?- First home together.
0:02:46 > 0:02:48And it's just not an usable space.
0:02:48 > 0:02:50So, what were you promised?
0:02:50 > 0:02:54We expected to have a relatively flat area, five metres out.
0:02:54 > 0:02:58Then there was supposed to be steps and a gradual slope at the bottom.
0:02:58 > 0:03:01I think the common term used by the sales team is...
0:03:01 > 0:03:03- Gentle slope. - You will have a gentle slope.
0:03:03 > 0:03:05That we could have dealt with.
0:03:05 > 0:03:08But you can see, it's not a gentle slope.
0:03:08 > 0:03:12When Catrina and Nikki bought their £200,000 home off-plan
0:03:12 > 0:03:15back in December 2015,
0:03:15 > 0:03:19"We'll support you every step of the way" was the promise
0:03:19 > 0:03:20that Persimmon gave.
0:03:20 > 0:03:24We decided we'd forsake the garage because we had a bigger garden
0:03:24 > 0:03:27and what we thought would be an amazing, two-tiered garden.
0:03:27 > 0:03:31So, we made a conscious choice to buy this plot.
0:03:31 > 0:03:37But on the day they moved in, their garden looked like this.
0:03:37 > 0:03:39It was just a mud bath.
0:03:39 > 0:03:41I can remember vividly coming round the corner,
0:03:41 > 0:03:43and I was just in floods of tears.
0:03:43 > 0:03:46The sales assistant was like, "We can sort this out, don't panic."
0:03:46 > 0:03:48Very reassuring.
0:03:48 > 0:03:50"They will be back in January and it will be done."
0:03:50 > 0:03:52But that was January 2016.
0:03:54 > 0:03:56By May, things were no better,
0:03:56 > 0:04:00although senior staff of the company were aware of the residents' plight.
0:04:00 > 0:04:04One of Persimmon's managers even admitted,
0:04:04 > 0:04:06"The gardens need to be resolved,"
0:04:06 > 0:04:09and "they're not the best".
0:04:09 > 0:04:13By the end of the summer, Catrina had had enough.
0:04:13 > 0:04:18So, she asked chartered surveyor Tim Davies to help fight her case.
0:04:18 > 0:04:20Does it differ a lot from the plan?
0:04:20 > 0:04:23As far as I can ascertain, Rachel, yes, it does.
0:04:24 > 0:04:27From the top down to the bottom,
0:04:27 > 0:04:30what is actually here is significantly different
0:04:30 > 0:04:33to what is shown on the plan. It's a lot steeper.
0:04:33 > 0:04:35There's a much bigger drop.
0:04:35 > 0:04:37And that's not the only problem.
0:04:37 > 0:04:41Their garden seems to fall short in other ways, too.
0:04:41 > 0:04:42I think from looking at it,
0:04:42 > 0:04:45the garden seems to be shorter than it should have been.
0:04:45 > 0:04:47To me, that seems to be a breach of contract.
0:04:48 > 0:04:52And Tim's not impressed with the soil, either.
0:04:52 > 0:04:54It's really poor, Rachel.
0:04:54 > 0:04:57The NHBC standards say you've got to have six inches
0:04:57 > 0:04:58of good quality topsoil.
0:04:58 > 0:05:02The majority of it, Rachel, is clay that's been dug out
0:05:02 > 0:05:05of the foundations from the other houses and just dumped on the site.
0:05:05 > 0:05:08What else did you find when you did the survey?
0:05:08 > 0:05:11Stone, rocks, boulders, plastic,
0:05:11 > 0:05:14all of the sort of materials you'd find on a building site.
0:05:14 > 0:05:18How would you describe how Persimmon have conducted themselves?
0:05:20 > 0:05:21Exceptionally poor.
0:05:21 > 0:05:24The consumers have bought a brand-new house,
0:05:24 > 0:05:27expect to have a garden that they've paid for,
0:05:27 > 0:05:30and they're still left with what is in effect a ski slope.
0:05:32 > 0:05:34On the other side of the fence,
0:05:34 > 0:05:36neighbours Claire Edwards and Richard Horne
0:05:36 > 0:05:39didn't get their dream garden, either.
0:05:39 > 0:05:42We were told that there would be a five-metre level at the top of
0:05:42 > 0:05:46the garden, ten steps down, and then a flat area at the bottom,
0:05:46 > 0:05:48with a shed base and a shed.
0:05:48 > 0:05:49It's not what we've got.
0:05:51 > 0:05:52Did you complain to Persimmon?
0:05:52 > 0:05:55We did. We were told they would come back in the spring
0:05:55 > 0:05:58to resolve the issue. Erm...
0:05:58 > 0:06:03But we've clearly been left with an unusable garden.
0:06:03 > 0:06:07And the safety of their sloping garden
0:06:07 > 0:06:10is a big worry for Claire and Richard.
0:06:10 > 0:06:13My nan, erm, came out from the back of the house,
0:06:13 > 0:06:17down towards the bottom of the garden and fell head first down the garden.
0:06:17 > 0:06:19The gradients are awful, really.
0:06:19 > 0:06:23It's very steep. We feel really disappointed and let down by Persimmon.
0:06:24 > 0:06:28And they're not the only ones with a major garden gripe.
0:06:28 > 0:06:32Just a few doors down, their neighbour has been left high and dry, too.
0:06:34 > 0:06:37When Alex Collier and his family moved in,
0:06:37 > 0:06:40this was the sight that greeted them.
0:06:40 > 0:06:43Basically just a pile of mud with a cliff at the end.
0:06:43 > 0:06:47Erm... It was all bumpy and covered in water and mud.
0:06:47 > 0:06:49And what were you promised?
0:06:49 > 0:06:53I was promised a turfed garden, which was slightly sloping,
0:06:53 > 0:06:54which is not what I had.
0:06:56 > 0:07:00After waiting eight months for grass to be laid, Alex gave up.
0:07:00 > 0:07:05Persimmon DID put in a patio but, desperate to use the garden,
0:07:05 > 0:07:08Alex had the rest of it decked at his own expense.
0:07:08 > 0:07:12With everything, it's cost me about £3,300, which I've had to borrow.
0:07:12 > 0:07:16It's totally unacceptable, they shouldn't be allowed to do it to people.
0:07:18 > 0:07:21And with their family stuck indoors,
0:07:21 > 0:07:25Catrina and Nikki's patience with Persimmon has run out, too.
0:07:25 > 0:07:28We've got to that stage now where I've accepted nothing's happening,
0:07:28 > 0:07:31nothing's going to happen, we need drastic measures.
0:07:33 > 0:07:36It's soul-destroying that what should have been our dream home...
0:07:36 > 0:07:38and this is what we're left with.
0:07:41 > 0:07:44Well, we asked Persimmon about this muddy mess.
0:07:44 > 0:07:48They deny the gardens are dangerous and say the gradient was made clear
0:07:48 > 0:07:50at the time of purchase.
0:07:50 > 0:07:54They also say the plot sizes are accurate.
0:07:54 > 0:07:58They blame the 14-month delay on the time it's taken to survey the
0:07:58 > 0:08:01gardens, provide new, enhanced designs and get them agreed
0:08:01 > 0:08:04by the residents and other bodies.
0:08:04 > 0:08:08But there is finally light at the end of the tunnel.
0:08:08 > 0:08:13Work is due to start on the affected homes within the next two weeks.
0:08:13 > 0:08:16So, hopefully, they'll be green gardens by the summer.
0:08:16 > 0:08:19Remember, if there's anything you want us to look into,
0:08:19 > 0:08:22please do get in touch. The number to call is...
0:08:24 > 0:08:27You can e-mail...
0:08:28 > 0:08:30Or send us a tweet at...
0:08:31 > 0:08:32Still to come tonight...
0:08:34 > 0:08:37ScottishPower insist Jane and Les owe them thousands.
0:08:37 > 0:08:40But they're not even their customers.
0:08:40 > 0:08:44You think, "Have I made a mistake, have I done something wrong?"
0:08:44 > 0:08:46Erm, this really affected us.
0:08:47 > 0:08:49Now, on last week's programme,
0:08:49 > 0:08:52we highlighted some really nasty online scams
0:08:52 > 0:08:57and lots of you have been in touch to say that you've been caught out by them, too.
0:08:57 > 0:09:01Alex Folkes from Caernarfon had a worrying pop-up virus warning
0:09:01 > 0:09:03on his computer.
0:09:03 > 0:09:08When he called the number on his screen, the company demanded £400,
0:09:08 > 0:09:10which he didn't pay.
0:09:10 > 0:09:16But Julie from Barry says her autistic son did pay £220
0:09:16 > 0:09:20for what he was told was virus protection.
0:09:20 > 0:09:22The fraudsters then hacked his computer
0:09:22 > 0:09:26and stole more than £5,000 from his bank account.
0:09:26 > 0:09:29Luckily, the bank has refunded him.
0:09:29 > 0:09:33And to help you stay one step ahead of the scammers,
0:09:33 > 0:09:36we've put some useful links on our website for you.
0:09:37 > 0:09:40Next...I've been to meet some angry passengers
0:09:40 > 0:09:45who say one coach company's fares are anything but fair.
0:09:52 > 0:09:55Every morning at 7.55,
0:09:55 > 0:10:00the National Express 409 leaves Aberystwyth on its way to London.
0:10:00 > 0:10:05It stops off at places like Newtown and Welshpool,
0:10:05 > 0:10:09before arriving in the big city at 3pm.
0:10:10 > 0:10:17Now, Aberystwyth is 250 miles away from London Victoria bus station.
0:10:17 > 0:10:21Newtown is 200 miles away
0:10:21 > 0:10:24and Welshpool, 190.
0:10:24 > 0:10:29So, common sense would tell you that tickets would get cheaper
0:10:29 > 0:10:31the closer you are to London.
0:10:31 > 0:10:33Right?
0:10:34 > 0:10:37Carole Thomas thought so, too.
0:10:37 > 0:10:41But her recent journey from Newtown to London turned out to be pricier
0:10:41 > 0:10:43than she'd bargained for.
0:10:43 > 0:10:46So, I had to go down and see my mum - she's had a stroke,
0:10:46 > 0:10:49she's in a home and see my dad's grave.
0:10:49 > 0:10:53And when they said it was £80, I nearly fell on the floor.
0:10:53 > 0:10:56She was even more annoyed when husband Graham discovered
0:10:56 > 0:10:59that people getting on the same bus at an earlier stop
0:10:59 > 0:11:02had paid less than half the price.
0:11:02 > 0:11:07I said, "Well, that's not fair," going from Aber for £35,
0:11:07 > 0:11:10Newtown, £80,
0:11:10 > 0:11:12Welshpool, £80.
0:11:12 > 0:11:14That's when Margaret Thomas gets on.
0:11:14 > 0:11:17She was confused by the price difference, too,
0:11:17 > 0:11:20and asked National Express to explain.
0:11:20 > 0:11:25They said it's the volume of people going on in Welshpool and Newtown.
0:11:25 > 0:11:28Maybe, you know, just one person.
0:11:28 > 0:11:31But the bus is already coming from Aberystwyth
0:11:31 > 0:11:33and I just don't understand.
0:11:35 > 0:11:37Now, you may be thinking,
0:11:37 > 0:11:40why not just buy the cheaper Aberystwyth to London ticket
0:11:40 > 0:11:42and get on at a later stop?
0:11:42 > 0:11:47Well, the company's conditions of carriage forbid you from doing that,
0:11:47 > 0:11:51and anyone breaking the rules could be asked to leave the bus.
0:11:51 > 0:11:56Let's ask a transport expert to explain this pricing palaver.
0:11:56 > 0:11:59Aberystwyth is quite a different market to Newtown.
0:11:59 > 0:12:02Aberystwyth is a student market in the main,
0:12:02 > 0:12:05so they are time-rich,
0:12:05 > 0:12:08cash-poor, very price-sensitive.
0:12:08 > 0:12:10It's a very big market, a very important market,
0:12:10 > 0:12:14and the company wouldn't want to lose it to the competition
0:12:14 > 0:12:16which is there from other coach companies
0:12:16 > 0:12:17and also from the railways.
0:12:17 > 0:12:20Do you think it's fair that bus companies are allowed to do this,
0:12:20 > 0:12:22to charge more for a shorter journey?
0:12:22 > 0:12:26I guess from the customers' point of view, individual customers would think it's not fair.
0:12:26 > 0:12:30But from the company's point of view, they have to make profits -
0:12:30 > 0:12:32that's what these schemes are all about.
0:12:33 > 0:12:36This isn't a one-off, either.
0:12:36 > 0:12:40We found a return ticket from Newport to Liverpool for £42,
0:12:40 > 0:12:44but getting on the same bus 13 miles earlier at Cardiff
0:12:44 > 0:12:47would cost £6 less.
0:12:47 > 0:12:50It seems National Express aren't giving all their customers
0:12:50 > 0:12:53something to sing about.
0:12:58 > 0:13:00So, what is going on?
0:13:00 > 0:13:04Well, National Express told us that they set their ticket prices
0:13:04 > 0:13:08according to demand and not mileage or time-of-day.
0:13:08 > 0:13:11They say this helps them make the best use of the capacity on their
0:13:11 > 0:13:14coaches and helps them keep their prices competitive.
0:13:14 > 0:13:18However, after looking again at the routes that we highlighted,
0:13:18 > 0:13:22National Express have now reduced their lowest available fare
0:13:22 > 0:13:27from Newtown to London to match the price from Aberystwyth.
0:13:27 > 0:13:31However, they're not cutting the fares from Welshpool.
0:13:31 > 0:13:35They're also lowering the price of tickets from Newport to Liverpool.
0:13:35 > 0:13:39So, really good news for some passengers, at least.
0:13:39 > 0:13:42Next, it's time for a news update.
0:13:46 > 0:13:49There's a major clamp-down happening on the streets of Swansea.
0:13:49 > 0:13:51A joint operation by police,
0:13:51 > 0:13:53the local council and the DVLA
0:13:53 > 0:13:58has seized almost 100 untaxed and uninsured vehicles.
0:13:58 > 0:14:01You have been warned!
0:14:01 > 0:14:04If you're trying to trace your family tree,
0:14:04 > 0:14:08watch out for scammers who claim you've inherited money from a long-lost relative.
0:14:08 > 0:14:13Fraudsters are trawling legitimate ancestry websites to find
0:14:13 > 0:14:15details of potential victims.
0:14:15 > 0:14:19Then they ask for an upfront fee to release a non-existent pay-out.
0:14:21 > 0:14:25And new laws aimed at stubbing out smoking will soon mean less choice
0:14:25 > 0:14:27for cigarette buyers.
0:14:27 > 0:14:32In May, packs of ten will disappear from shelves and by 2020
0:14:32 > 0:14:35menthol cigarettes, which are popular with younger smokers,
0:14:35 > 0:14:37will be banned completely.
0:14:40 > 0:14:44Now, lots of us like to shop around for the best deal
0:14:44 > 0:14:45on our energy bills.
0:14:45 > 0:14:50But for one couple, switching supplier sparked a nightmare
0:14:50 > 0:14:53they definitely hadn't bargained for.
0:14:56 > 0:15:01Like many of us, school caretaker Les Gornall and his wife Jane
0:15:01 > 0:15:04have been hit by big energy bills in the past.
0:15:04 > 0:15:08So they decided that prepayment meters could help them keep track
0:15:08 > 0:15:10of their spending.
0:15:10 > 0:15:12Much easier to pay as you go.
0:15:12 > 0:15:15You've got no direct debit to worry about.
0:15:15 > 0:15:18So, we were with British Gas for over ten years.
0:15:18 > 0:15:22Money was tight, but we always maintained our gas and electric payments.
0:15:24 > 0:15:26Back in 2014,
0:15:26 > 0:15:30the couple from Aberystwyth decided to switch energy supplier.
0:15:30 > 0:15:33ScottishPower seemed to be offering a better deal,
0:15:33 > 0:15:35so we decided to go with them.
0:15:37 > 0:15:41But the switch didn't go as smoothly as they'd hoped.
0:15:41 > 0:15:45We received the electric key to put in the meter pretty quickly,
0:15:45 > 0:15:48but we didn't receive the gas card.
0:15:48 > 0:15:52ScottishPower told them to keep topping up their British Gas card
0:15:52 > 0:15:54until the new one arrived.
0:15:54 > 0:15:56Can I have £40 on the card, please?
0:15:56 > 0:16:00So, they did, but the weeks ticked by
0:16:00 > 0:16:02and they reached the end of their tether.
0:16:02 > 0:16:05I spoke to someone and said, "Forget about it now,
0:16:05 > 0:16:07"because it's been going on too long, I'm staying with British Gas."
0:16:07 > 0:16:11I didn't want to be running out and leaving my children,
0:16:11 > 0:16:15whoever's in the house, or grandchildren, and myself, with no gas.
0:16:15 > 0:16:19Jane and Les cancelled both of their ScottishPower accounts,
0:16:19 > 0:16:23and stuck with British Gas for electricity and gas.
0:16:23 > 0:16:27I thought everything was all finished, gone now, closed off.
0:16:27 > 0:16:30A few weeks later, I get a gas bill
0:16:30 > 0:16:32from ScottishPower.
0:16:32 > 0:16:35When we started receiving the ScottishPower bills,
0:16:35 > 0:16:40when we knew that we were with British Gas, we were very concerned.
0:16:41 > 0:16:45The whole point of a prepayment meter is that you don't get bills.
0:16:45 > 0:16:48But ScottishPower kept sending them.
0:16:48 > 0:16:52The couple complained and refused to pay,
0:16:52 > 0:16:56so ScottishPower threatened to install a prepayment meter.
0:16:56 > 0:17:00But we already had a prepayment meter, so it was just...
0:17:00 > 0:17:02It was laughable, really.
0:17:02 > 0:17:06Although you know that you don't owe them money,
0:17:06 > 0:17:07it was very worrying for us.
0:17:10 > 0:17:15Then, in 2015, came news which made the mounting bills seem insignificant.
0:17:16 > 0:17:18I was diagnosed with cervical cancer.
0:17:19 > 0:17:23Also at that time, our grandson was diagnosed with leukaemia.
0:17:24 > 0:17:27And the bills kept coming from ScottishPower.
0:17:29 > 0:17:31When I phoned a few times, I even said, "Do you understand,
0:17:31 > 0:17:33"I'm going through enough stress as it is,
0:17:33 > 0:17:37"I haven't got time to mess about with you, I need to sort this out."
0:17:37 > 0:17:40I just didn't know how they could be so cruel, to be honest.
0:17:40 > 0:17:44You explain to people that this is what is happening,
0:17:44 > 0:17:47you know that this is not your fault, why these bills are coming in,
0:17:47 > 0:17:50but again, you still feel that, maybe I've done something wrong.
0:17:52 > 0:17:54Then, the situation hit a new low.
0:17:56 > 0:17:59Letters from debt collection agencies started to arrive,
0:17:59 > 0:18:03demanding almost £4,300.
0:18:03 > 0:18:07That's when you think, "Oh, my God, this is serious."
0:18:07 > 0:18:10And that's when you think, "Oh, have I made a mistake,
0:18:10 > 0:18:12"have I done something wrong?"
0:18:12 > 0:18:15Erm, this really affected us.
0:18:17 > 0:18:20It just makes you feel so low.
0:18:20 > 0:18:25We asked an expert on energy policy what he made of Jane and Les's case.
0:18:25 > 0:18:26Well, it sounds like a mess.
0:18:26 > 0:18:29The bit that really concerns me is how many times they had to contact
0:18:29 > 0:18:32the supplier and say, "You're billing us and we're not even your customer."
0:18:32 > 0:18:35The fact that they were on the wrong kind of meter
0:18:35 > 0:18:38all should have made it obvious, this should have been investigated
0:18:38 > 0:18:40and resolved really quickly.
0:18:40 > 0:18:42It certainly shouldn't get to the point where they're getting
0:18:42 > 0:18:45collection agents coming round for a debt that they don't even owe.
0:18:45 > 0:18:47That just should not happen, that's not right.
0:18:51 > 0:18:54I just want this whole experience to end.
0:18:54 > 0:18:56This whole nasty experience.
0:18:56 > 0:18:58It's always in the back of your mind.
0:18:58 > 0:19:00You know, you think the letters have stopped,
0:19:00 > 0:19:02then they start coming again.
0:19:02 > 0:19:04We just want it to end.
0:19:07 > 0:19:11Well, after rumbling on for almost three years,
0:19:11 > 0:19:16Jane and Les's billing nightmare is finally sorted.
0:19:16 > 0:19:19ScottishPower have held up their hands and admitted the couple
0:19:19 > 0:19:21ARE British Gas customers.
0:19:21 > 0:19:25They say a mix-up with meter serial numbers led to the couple being
0:19:25 > 0:19:29bombarded with bills that were meant for someone else.
0:19:29 > 0:19:33They have sincerely apologised for any distress caused,
0:19:33 > 0:19:35and say they will be offering compensation.
0:19:35 > 0:19:37About time, too.
0:19:39 > 0:19:42Next, time for a quick update on a story that we brought you two weeks
0:19:42 > 0:19:48ago, when a viewer questioned a deal he'd spotted at his local garage.
0:19:50 > 0:19:54Evan Macier from Aberdare was looking for a new car at Evans Halshaw in Treforest,
0:19:54 > 0:19:59when he spotted signs about a £99 vehicle administration fee.
0:19:59 > 0:20:02The sticker said the charge was optional.
0:20:02 > 0:20:05But the salesman didn't seem to agree.
0:20:05 > 0:20:08I asked him, "Were any of the cars stolen?"
0:20:08 > 0:20:11He said, "No." I said, "Do any of these cars have outstanding finance?"
0:20:11 > 0:20:12And again, he said, "No."
0:20:12 > 0:20:15I said, "So, what's the £99 fee for?"
0:20:15 > 0:20:18And he goes, "It's like an insurance."
0:20:18 > 0:20:21And he told me it was a compulsory thing.
0:20:21 > 0:20:23I was quite frustrated with that.
0:20:24 > 0:20:27Now, Evans Halshaw say they've reminded staff
0:20:27 > 0:20:30that the admin charge is an optional extra,
0:20:30 > 0:20:33but it seems this isn't a one-off.
0:20:33 > 0:20:38Joanne Hopkins from Caerphilly bought her car from the same Treforest branch in January
0:20:38 > 0:20:42and says she was also told the fee was compulsory.
0:20:42 > 0:20:45Evans Halshaw say they're looking into her case.
0:20:45 > 0:20:48And the Merthyr Tydfil branch -
0:20:48 > 0:20:51Sue Leake from Pontypool had the same experience.
0:20:51 > 0:20:56After watching X-Ray, she complained and got her £99 back.
0:20:56 > 0:20:59And it really is worth remembering that you can check a vehicle's
0:20:59 > 0:21:04history online yourself for a fraction of the price.
0:21:05 > 0:21:08Now, is there an actor,
0:21:08 > 0:21:11a musician or a sports hero that you really admire?
0:21:11 > 0:21:14Well, if you fancy getting their autograph,
0:21:14 > 0:21:17make sure you don't get stung.
0:21:17 > 0:21:19Omar has the story.
0:21:22 > 0:21:25For decades, dedicated fans have queued up for hours
0:21:25 > 0:21:30to catch a glimpse of their favourite pop stars and actors.
0:21:30 > 0:21:34If they were lucky, their hero would sign their autograph book.
0:21:36 > 0:21:38But times have changed, and now,
0:21:38 > 0:21:41there's a new way to get that celebrity signature.
0:21:41 > 0:21:43The world of film and comic conventions
0:21:43 > 0:21:45has become hugely popular,
0:21:45 > 0:21:48and I want to see what all the fuss is about.
0:21:49 > 0:21:51I'm here at Film & Comic Con Cardiff.
0:21:51 > 0:21:54I've never been to anything like this before.
0:21:54 > 0:21:57Basically, half of Cardiff is here dressed up as their favourite
0:21:57 > 0:21:59characters and a lot of characters that I've never heard of before.
0:21:59 > 0:22:03We've got Mario here, we've got Mario. Yes, Mario!
0:22:03 > 0:22:05Come on, I just high-fived Mario!
0:22:05 > 0:22:06That's how amazing this place is!
0:22:06 > 0:22:09And all of these people are up bright and early on Saturday
0:22:09 > 0:22:12for reason and one reason only - they want to meet their heroes.
0:22:14 > 0:22:17It's the eighth time the event has been held in Wales,
0:22:17 > 0:22:19and it's the biggest yet.
0:22:19 > 0:22:21More than 5,000 fans have come here
0:22:21 > 0:22:25and many are planning to buy the autographs of people they admire.
0:22:25 > 0:22:29Prices can vary from £10 to several hundred for the privilege
0:22:29 > 0:22:32of meeting your idol in person.
0:22:33 > 0:22:36Right behind me, there are stars from Doctor Who, Game Of Thrones,
0:22:36 > 0:22:39Star Wars... Literally just a couple of metres behind me
0:22:39 > 0:22:41is the man himself,
0:22:41 > 0:22:45Dave Prowse, AKA Darth Vader.
0:22:45 > 0:22:48And I think it's time for me to really commit to this.
0:22:48 > 0:22:51I'm going to get dressed up as my favourite character.
0:22:52 > 0:22:56Captain X-Ray, here to save the Welsh consumer!
0:22:56 > 0:22:58I think I'm ready for the rest of the day now!
0:23:01 > 0:23:03At organised events like this,
0:23:03 > 0:23:07there are strict rules to make sure the signatures on sale are genuine.
0:23:09 > 0:23:11But in the outside world,
0:23:11 > 0:23:15fraudsters are cashing in on the trade in celebrity autographs.
0:23:15 > 0:23:17Fakes have become such a problem,
0:23:17 > 0:23:21it's thought that most of those sold online aren't the real thing.
0:23:25 > 0:23:28I want to know what fans here think about this problem.
0:23:28 > 0:23:30I think I have one, actually,
0:23:30 > 0:23:32I think someone gave me one for my birthday.
0:23:32 > 0:23:35There's plenty of these events all over the country,
0:23:35 > 0:23:38and to meet the actors, it's perfect.
0:23:38 > 0:23:40Why would you want to buy them online?
0:23:40 > 0:23:42Hopefully, it's regulated in here,
0:23:42 > 0:23:44and you know what you're buying is genuine.
0:23:45 > 0:23:49I wonder what Dave Prowse, aka Darth Vader,
0:23:49 > 0:23:51thinks of the dark side of autograph collecting?
0:23:51 > 0:23:54How does it feel knowing that someone out there is profiting
0:23:54 > 0:23:56by faking your signature?
0:23:56 > 0:23:58Well, it's just... Well...
0:23:58 > 0:24:02I think it's terrible, if somebody IS faking the signature.
0:24:02 > 0:24:06But usually what happens is that people come to the conventions like this,
0:24:06 > 0:24:09and they will buy, you know, they will buy photographs or
0:24:09 > 0:24:13signed photographs, or signed various things that they've got.
0:24:13 > 0:24:16And do you think it's better value for the fans?
0:24:16 > 0:24:19- Oh, of course.- Instead of just paying for a piece of paper?
0:24:19 > 0:24:21- Yeah.- To meet the guy... Darth Vader!- Yeah, yeah.
0:24:21 > 0:24:24- It's actually Darth Vader, it's actually him!- That's right.
0:24:24 > 0:24:26Yeah, you're right, yeah.
0:24:26 > 0:24:30And before I go, I can't resist getting my own signed photo of Dave.
0:24:30 > 0:24:32Thank you very much.
0:24:32 > 0:24:33Mr Dave Prowse!
0:24:35 > 0:24:38- And I know it's real now because Darth Vader did it himself!- Yeah!
0:24:38 > 0:24:42If you can't get a signature in person at an event like this,
0:24:42 > 0:24:46there are ways to reduce the risk of buying a fake,
0:24:46 > 0:24:49such as buying through a dealer who's been vetted by the
0:24:49 > 0:24:50Universal Autograph Collectors' Club
0:24:50 > 0:24:53or the Autograph Fair Trade Association.
0:24:55 > 0:24:58But if you suspect you already have a fake,
0:24:58 > 0:25:01you could get it checked out by a professional authenticator,
0:25:01 > 0:25:05like Garry King, known in the trade as the king of autographs.
0:25:06 > 0:25:10Well, sometimes, a forger will over-present something,
0:25:10 > 0:25:14so he'll make it look really fabulous.
0:25:14 > 0:25:18And then, your eyes are drawn away from the thing that you really need
0:25:18 > 0:25:20to be concentrating on, the signature.
0:25:20 > 0:25:23But you must always assume that the signature is a fake.
0:25:23 > 0:25:27Allow that signature to prove to you that it's genuine
0:25:27 > 0:25:29and not the other way around.
0:25:29 > 0:25:32And while some may look real, technology has had a hand
0:25:32 > 0:25:34in writing them.
0:25:34 > 0:25:36This is a genuine Neil Armstrong signature,
0:25:36 > 0:25:38and this one is the autopen example.
0:25:38 > 0:25:41- As you can see...- They look exactly the same.- They are.
0:25:41 > 0:25:43- I would never know.- The main difference is,
0:25:43 > 0:25:44when you sign your name,
0:25:44 > 0:25:47the pressure that you put on the pen varies,
0:25:47 > 0:25:51so that is why the density of the colour varies all the way through.
0:25:51 > 0:25:52It's almost like a wave, isn't it?
0:25:52 > 0:25:55It will be heavy and light, heavy and light.
0:25:55 > 0:25:57Exactly, whereas the autopen conversion,
0:25:57 > 0:26:00you can see it's the same all the way through, it doesn't vary at all.
0:26:00 > 0:26:03That's what you've got to remember, it's a machine that's doing it, not your hand.
0:26:05 > 0:26:07Time for a little challenge.
0:26:07 > 0:26:10One of our researchers has faked my signature.
0:26:10 > 0:26:11But will Garry spot it?
0:26:12 > 0:26:14Garry, I'm not in love with myself.
0:26:14 > 0:26:17Nine of these are real autographs, one of them is a fake.
0:26:17 > 0:26:19- Do you want to give this a go?- OK.
0:26:23 > 0:26:26You can actually hear the cogs turning,
0:26:26 > 0:26:29and I don't know if he's going to be able to pick the fake.
0:26:30 > 0:26:32This one.
0:26:32 > 0:26:34Shall we have a look?
0:26:34 > 0:26:35Three, two, one...
0:26:35 > 0:26:38- Ah!- I can see it, yeah.
0:26:38 > 0:26:40You can. Oh!
0:26:40 > 0:26:42You really are the king of autographs!
0:26:42 > 0:26:44Thank you.
0:26:44 > 0:26:45So, how did you spot it?
0:26:45 > 0:26:49Well, it wasn't too difficult, because your O,
0:26:49 > 0:26:51which looks more like a D...
0:26:51 > 0:26:53This one's much more rounded.
0:26:53 > 0:26:55I can see it, now that you've pointed it out.
0:26:55 > 0:26:58And this underscore here, this one is much slower,
0:26:58 > 0:27:01and it's got a curve on it and it's not got a point on it.
0:27:01 > 0:27:03But that's actually quite good.
0:27:03 > 0:27:05If he spent more time on that,
0:27:05 > 0:27:08he could forge your signature quite easily - so be careful.
0:27:08 > 0:27:12- OK. Right, I won't tell him who I bank with!- No!
0:27:14 > 0:27:17Today's been a real eye-opener into the colourful world
0:27:17 > 0:27:19of autograph collecting.
0:27:19 > 0:27:23And it seems people here want signatures from just about anyone -
0:27:23 > 0:27:25even Captain X-Ray!
0:27:25 > 0:27:29And you know it's real because I've done it myself!
0:27:34 > 0:27:37I think Omar really enjoyed making that film.
0:27:37 > 0:27:41And we'll put all those tips on how to avoid buying fake autographs
0:27:41 > 0:27:43on our website for you.
0:27:43 > 0:27:46Remember, if there's anything you would like us look into,
0:27:46 > 0:27:49please do get in touch, we are here for you.
0:27:49 > 0:27:51The contact details are on your screen now.
0:27:51 > 0:27:53Next week...
0:27:53 > 0:27:56Chrissie thought she'd found the car of her dreams,
0:27:56 > 0:27:59until the garage which sold it to her left her in the lurch.
0:27:59 > 0:28:03I had the six months warranty, I had peace of mind,
0:28:03 > 0:28:06and it just literally turned into a nightmare.
0:28:07 > 0:28:11We'll be back in our usual slot next week - that's 7.30 on Monday.
0:28:11 > 0:28:14We'll see you then, have a great weekend. Bye-bye.