Your Money, Their Tricks (2013) s01e02 Episode Script
Cars
1 Money's tight.
Every pound is precious.
But wherever you turn, big companies are determined to squeeze you even more.
With their tricks.
It's disgusting.
I do think it's disgusting.
It's about making as much money as possible.
But this is the series that's determined to stop them.
Ha! Ha! I foiled that trick! Each week, we go undercover to expose their tactics.
We talk to the whistleblowers.
This is quite a trick.
It is a trick.
Nothing but a trick.
And reveal how YOU can fight back.
Yes, whether we're going on holiday, buying a car, furnishing our homes or enjoying time off, there can be shocking underhand ploys to avoid.
Want to know what they are? Then this is the programme for you.
We're talking about your money.
And their tricks.
Tonight, inside Kwik Fit.
Meet the whistleblower who reveals what's really going on at Britain's biggest-known garage chain.
We do everything to convince you to buy a lot of things that you don't need to buy.
We feel like we have ripped people off.
Buying your vehicle second-hand? What you need to know about one of the country's biggest dealers.
And, ever had one of these? How to fight back against those dreaded private parking cameras.
Just thought you should know this is me leaving the car park.
This is what leaving looks like.
New cars.
There's something about them.
You can ask Sian.
Or you can ask Becca.
And you'd get the same answer.
Many of us fall for their look, their feel, and their amazing new-car smell.
They don't come cheap, though.
In fact, for most of us, a new car is the second biggest purchase we'll ever make, next only to a house.
So, the manufacturers have to work hard to tempt us .
.
with ads telling us how well-designed they are.
How powerful.
How smooth.
And, crucially, how economical.
Nice promises.
A pity we can't trust them all.
Look at these.
Fiat says its iconic 500 with its 1.
2 engine will give you 58.
9 miles to the gallon.
Nissan claims its best-selling Micra will do even better at 65.
7 miles to the gallon.
As for this Focus, Ford says one gallon will give me 56.
5 miles.
For drivers fed up with high fuel prices, it's all great news.
Ready for the bad? So, Sian.
58.
9 miles per gallon, the marketing people say.
Do you want to know what you're likely to get? Go on.
Well, according to What Car? who did independent tests, it's more likely to be 44.
3 miles per gallon.
If you think about it, if you're doing about 12,000 miles a year, that is going to be 400 quid more than Fiat marketing people would have you believe.
£400.
That's a lot of money to bear in mind when you're making those big financial decisions about which car to buy.
And Becca, it's even worse for you.
Again, the manufacturer says it's going to be 65.
7 miles per gallon.
But independent tests calculated it as 44.
1 miles per gallon.
Now if you're doing about 12,000 miles a year that means you could be paying up to £550 more than you budgeted for.
So that's about the cost of ten extra tanks of fuel then? It could be even worse.
It could be a lot of chocolate biscuits.
Well, since you're talking food.
£550 would buy a lot of it, and much else besides.
It's the sort of figure none of us would sneeze at.
Which is why those miles per gallon figures in the car ads are so important.
So, why can't we trust them? The official fuel consumption figures, all those MPG figures you see in adverts and brochures and in show rooms, they're all done by official tests, so these cars are tested in a laboratory, which is why the figures are sky high compared to what you might actually achieve.
Yes, tested in the lab, not the open road on which the rest of us drive.
All the major manufacturers do this.
And there are various tactics to ensure the best possible results.
They kill the lights and the aircon, as both depend on the battery, which uses fuel.
They disconnect the alternator so that the battery doesn't recharge.
Brake pads? They're pushed back so there's no friction at all on the discs.
Any extra trim is removed.
And the driver? Well, he drives alone.
No passengers.
Now, they are allowed to do all this.
But it's not exactly how the rest of us use our cars, is it? The official figures are a legal obligation for the car manufacturers.
It's a European directive.
Every single car maker has to put every single one of their cars through this test and publish the figures, so in some ways, it's a level playing field as all the cars are tested in the same way, so you can read across them to get some sort of comparison.
But don't set your family budget based on those figures, because we've got huge amounts of evidence from our own real world tests that those fuel consumption figures are not what you're going to achieve in the real world.
In other words, it's a trick.
The manufacturers know the conditions under which they test these cars are often nothing like the condition in which we drive.
And yet many still make these bold claims on their websites and in their marketing but don't make it completely clear that these figures might not be achievable on the road.
So what happens when you challenge these figures? Do their dealers stick to the story? Well, some might tell you the real facts but not all.
They're the ones who could potentially cost you hundreds of pounds every year.
Find out who they are, later.
If you're buying a new car, a misleading mileage claim is just one of the tricks you need to look out for.
But remember, you're entering into a deal.
So, before you sign anything that means you have power, too.
If you want to get the most for your money, remember these golden rules.
One.
Never pay the full list price for a new car - haggle instead.
Dealers will almost always give you a discount if you ask.
And if yours won't offer any money off, just go to one who will.
Two.
Make sure the dealer believes you're serious but not desperate.
If you appear too keen to buy, you won't be offered the best discounts and sweeteners.
Three.
Buy at the right time.
Most dealers have monthly targets, so are most keen to shift cars towards the end of the month in order to meet them.
Or buy in February or August.
New registrations are launched in March and September, so dealers want to sell the older ones before then.
Four.
Always check the total cost of your finance deal.
Dealers will often stress the weekly or monthly figure so make sure you know what you'll be paying back overall.
Remember, dealer-organised finance and insurance can be more expensive than it needs to be.
So, check whether a loan from the bank is cheaper.
Five.
If you know what car you want, look at buying online rather than at the showroom.
Always compare the costs.
And if you follow these golden rules you could make big savings.
For more information and advice, please visit our website: So far, we've looked at the new car market, where prices are expensive, and promises are many.
As for the used car market, the tricks to make you buy are even more rife.
We spend £32 billion a year on second-hand cars and one in five who buy from a dealer experiences problems.
In fact, used vehicles regularly top the list of consumer gripes.
And it's not just the Arthur Daleys of the trade.
Tonight, I'm talking about a much bigger second-hand dealer.
one that claims to be the country's leading used-car supermarket, This is Carcraft, a dealer with 11 huge car supermarkets across the UK.
It sells thousands of vehicles every year, tempting us in with promises of affordable, quality vehicles that are RAC accredited.
Its website makes lots of reassuring statements and claims.
And Carcraft is very upfront about its prices.
A three-year-old Vauxhall Corsa for £6,495.
A VW Golf for £8,795.
They look good.
Are we missing a trick? Yes.
Because once they've lured you inside the showroom, those prices are very different.
The Vauxhall Corsa we saw advertised for £6,495 is actually on sale for £2,000 more at £8,499.
And that Golf we saw for £8,795 is on sale in the showroom for £10,999.
A whopping £2,200 more.
Now you can't buy the cars online, but you can print off a voucher, which they say they'll honour.
But if you don't, you're stuck with the higher showroom prices.
So, why do they advertise cars cheaper on the website? We went in as a customer and asked them.
It's not as if they're even trying to hide it.
OK, if they can trick people into buying more expensive cars, what else are they up to? Only one way to find out.
Send in a member of our team to get a job, undercover.
Good luck.
Thanks.
On arrival, our mole is greeted by a sales manager, who takes him through the whole interview process.
This includes a rather honest introduction to the company.
Pretty nuts can be right.
We've now checked out the price of that Corsa with the industry's two leading valuation services, and found that it's worth a maximum of £6,200.
Carcraft's showroom price? £8,499.
That's £2,300 more expensive, although it does come with benefits like MOT, breakdown cover, free servicing and extended guarantee.
So tell me, Mr Sales Manager, how do you sell an overpriced car to an unsuspecting customer? And how exactly do they "beat up" their customers? Again, there's only one way to find out.
Send in the mystery shopper.
Good luck.
Thanks.
Our man visited six Carcraft branches and discovered three tactics designed to get customers to part with their money.
First up, apply the pressure.
Trying to persuade customers to buy on the day is one thing.
Pressurising them to commit without first explaining the overall cost or the monthly repayment is another.
We found sales staff using the same tactic at other Carcraft stores.
Looked wrong to me, but then I'm not a consumer law expert.
But Deborah is.
There is clearly pressure being put on the consumer here to make a decision without even giving full information about the price and the total cost of the deal.
Giving information in an untimely manner is just as bad as not giving the information at all.
There is a potential breach of consumer legislation here because the consumer is not being given adequate information, and this is particularly important as it is an expensive item that is being purchased.
Next, tactic number two - tell the customer they need to hurry.
This is a very pressurised sales situation.
It is being made out that the offer is time-limited when in fact it may not be, and the consumer is being pushed into making a decision that, given proper time and thought, they might not make.
Finally, the most extreme tactic - desperation.
Er, hang on - we're in Birmingham.
London is 120 miles away.
So, aggressive selling and relentless pressure.
What's the overall verdict? There are attempts to get a sale in a pressurised situation, the consumer is not being given full information about the price and the cost of the finance, and the consumer is not being given proper time to be able to make a proper decision.
They could well be breaking the law here and are not sticking to the guidance issued by the Office of Fair Trading for proper selling of second hand vehicles.
Actually, Carcraft do have one more persuasion tactic and it's one they're very proud of.
Because every car we sell comes with a 120 point inspection and a two year guarantee, you don't need to worry.
With Carcraft, you can just drive happy.
To give customers extra peace of mind, they say this entire process is accredited by the RAC.
That means the RAC has approved the pre-sale checks and conducts a regular audit.
In reality, it's the process that's approved, not every single car.
But that's not what some salesmen told us.
Now that is an outright lie.
The RAC has told us that they do not carry out presale checks on all Carcraft vehicles.
They say they only inspect a random sample of cars at each branch.
So, our mystery shopper's final task - to find out exactly what those 120 point checks are.
If they're so proud of them, they must have a list, right? Erm, well, not quite.
We asked in every single branch if we could see a list of the checks, and none of them was able to provide us with one.
So, as a buyer, you don't know what they've checked.
Carcraft have since told us they provide quality cars with an industry-leading warranty package.
They say price alone doesn't determine a good deal.
The combined part-exchange price and the finance package determines the best overall deal, which they say is aligned to their customers' needs.
As for their sales tactics, they say they have strict pricing policies, and once they've seen our footage they'll take action against anyone who hasn't adhered to them.
They say they're reviewing training and monitoring procedures, and apologise unreservedly to those customers affected.
If you're buying a car second hand, here are few things to remember.
Number one - think about where to buy your car.
If you buy from a dealer rather than an auction or a private seller, you will have more rights.
If anything goes wrong with your car, you may have a right to a repair under the Sale of Goods Act, just as you would when buying a new car.
However, you will have to show that the car wasn't of a satisfactory quality or wasn't fit for purpose at the time you bought it.
Number two - check that vehicle's history.
Make sure you look at the logbook and MOT history.
You can also confirm with the DVLA - for free - that the details the seller is giving for the car are correct.
Also, make sure you check there's no outstanding finance on it, that it hasn't been stolen, written off or had its mileage clocked.
You can do this with what's called an HPI check, and there are companies online that offer this service.
There will normally be a fee to pay, but this could save you in the long run.
Number three - get an independent inspection before you buy.
Again, there'll be a fee involved, but it will almost certainly be money well spent.
And, finally, number four - think about how to pay.
If you buy a used car using a credit card you will have extra protection under the Consumer Credit Act if anything goes wrong.
I did not stall.
I can't do this.
'Parking - what a nightmare! 'Red lines, yellow lines, no stopping zones, 'and when you do actually find a meter, it bleeds you dry.
' Er, HOW much? I hate parking! 'Yes, parking on the Queen's Highway 'can be a stressful and expensive business.
'But if you're thinking of stopping on private land 'the costs can be even higher, and these are the reasons why' 'ANPR cameras.
'You'll find them in retail parks, outside supermarkets, 'and even fast food restaurants.
'Private parking companies put them there 'to keep tabs on how long you stay.
'Exceed the time you've paid for 'and they'll send you a demand for payment 'using their photos as evidence.
'They can't force you to pay without actually taking you to court, 'but around 70% of us do decide 'to give the companies the money they demand.
' That's because they've developed a few tricks which make you believe you have to.
Which is why I'm going on a road trip.
Just think of it as your own personal guide on how to navigate Britain's private car parks and not get stung.
'Yes, they might have their cameras and 24 hour surveillance, 'but I have a GoPro' 'a Handycam' '.
.
a pair of binoculars' '.
.
oh, as well as a film crew following me around.
' They come everywhere with me.
'I think it's safe to say nothing is going to get past me.
' First up, let's look at how they design their literature.
Now, remember, these are private companies with no legal power to fine you.
They're not even allowed to use the word "penalty".
But look at the notices some send out.
Yes, I've been doing my research.
We've got a few notices here, some of which have obviously been carefully designed not to break any rules, but some still look like penalty notices from the police and local councils, or at least very official.
Some feature the letters PCN - the same abbreviation councils use for Penalty Charge Notice.
But, in the case of private companies, it stands for Parking Charge Notice.
So, don't be fooled, study the small print.
Others use the term "Enforcement Notice" even though they don't have any powers to enforce.
And then there are the notices that come in yellow cellophane wrappers, just like those issued by councils.
Finally, there are dreaded phrases like these "Important legal notice.
" .
.
and "Legal action pending.
" Hold on, let's be absolutely clear - these are not fines nor penalty notices, are they? Absolutely not, they are an invoice, a demand for payment because the car parking company says you've breached their terms and conditions.
They are not an official demand backed up by law that you would receive from the police or a local council.
The law of contract provides that, when you enter a car park that's run by a private parking company, you are subject to their terms and conditions, you are entering into a contract with them.
Ah, the law of contract, which you all know backwards.
What do you mean, you've forgotten? OK, here's a quick refresher.
I own this car park.
I charge £1 to park here for one hour.
But then you come along, pay your £1, and stay two hours.
You've stayed in a space for an hour longer than you should have, and that means you've cost me money - £1 to be exact.
So, if you do break their terms and conditions, it could be argued that they can only pursue you for the actual amount of money they've lost, rather than the sort of fees they usually demand.
Overstaying in a car park for a few minutes could never justify the sorts of amounts that these companies are trying to charge.
'And it doesn't end there, because if you don't pay 'within a certain amount of time the figure rises.
' 'And many of the companies threaten you with debt collection agencies 'and legal action that can damage your credit score.
' OK, even I'm getting scared now.
'OK, so those are their rules.
'But some companies could be much clearer 'in actually telling you what they are.
' Sutton in Ashfield, Nottinghamshire, home to Europe's largest sundial - bet you're glad you watched, now - oh, and this branch of KFC.
Here's an important question - is it ever too early for chicken? This KFC car park is run by Civil Enforcement Limited, who tell drivers they must not enter the car park when the restaurant's closed.
Just one problem The sign that states that is itself inside the car park.
Not only that, but the opening hours are written on the door, so the only way you could see either of these is by going into the car park.
A trick? Not according to Civil Enforcement, who say they introduced the rules because KFC staff couldn't find a space.
They say the signs are sufficiently visible, and their system allows drivers leeway to enter and leave without being charged.
KFC say the restrictions are there to ensure there's space for customers to park while the store is open, but they're aware of the out-of-hours issue and have contacted Civil Enforcement to try and find a solution.
'Well, in the meantime, perhaps I can help them out.
' Ah.
Tenthirty I know! Very, very good.
'One thing I've noticed about these companies 'is that they can be unforgiving.
'Make one tiny mistake and they'll go after you.
'But some of them make errors, too.
'Like the one that runs this McDonalds car park 'in Enfield, North London, 'and which doesn't seem to know whether drivers are coming or going.
' Now, I don't know about you, but that to me looks like the entrance.
It says "Welcome".
That there looks like the exit, and this picture here looks like the car is leaving, right? Well, not according to the company in charge - MET Parking Services Ltd.
Last year, they sent a ticket to a driver who they claimed had overstayed.
In fact, she hadn't - she'd visited twice.
But the camera only recorded her first exit and second entry.
Cheeky.
As if that wasn't bad enough.
They tried to use this photo as evidence.
It's supposed to show her arriving, when it actually shows her leaving.
Well, it may have cameras, but I reckon it needs some help.
So, after my own visit, I made sure they knew when I was off.
Wouldn't want any confusion now, would we? One-two, one-two, one-two hello, hello Hello.
Just letting you know that I'm leaving the car park now.
I'm leaving the car park now.
Just thought you should know this is me leaving the car park.
By the way I'm exiting the building.
So you know, leaving.
This is what leaving looks like.
OK, everybody? I've gone.
Bye.
Love you.
Bye.
MET Parking Services say their charge notice was the result of an extremely rare administrative error and they'd have cancelled it immediately had the customer appealed.
McDonald's told us they work with their approved public contractors to make the policy fair and clear.
Meanwhile the British Parking Association say many companies operate under their code of practice.
They say drivers should take advantage of the appeals system if they are in the right.
So, at the end of a very long trip one final question still remains.
The one which everyone wants to know the answer to.
Should I pay a private parking charge? If you receive one of these notices and you know you weren't in the wrong or you think a mistake was made, you can challenge it.
Contact the company in the first instance and if they reject it you can go to the independent appeals service called POPLA.
If your appeal is unsuccessful or you do not respond to any of the letters the company sends you, they still have to take you to court before they can get any money from you.
Remember, if they do it's up to them to prove that you've breached the contract.
It's not up to you to prove you didn't.
You can also go to a solicitor or the Citizens Advice Bureau for more information.
Phew! Now, Chicken or burger? Moving.
Told you they come everywhere with me.
Keeping a car in good condition is costly.
And in cash-strapped times, drivers are cutting back on regular servicing.
That can be a false economy.
Of the 26 million cars that went in for MOT last year nearly 40% failed, leaving their owners with a hefty bill.
As maintenance is so expensive, we should be able to trust the garages who do the inspections.
But can we? Now, we all have our ambitions.
If you're a footballer, the World Cup.
If you're a band, Wembley or the O2 arena.
If you're reporting a story, it doesn't get any better than this.
Night-time, deserted car park.
Meeting a whistleblower.
You know - Watergate, "Deep Throat" and all that? OK, this one may not have the dirt on governments.
But he knows a lot about a business.
A very big business.
And he's going to tell me all about it.
Tonight's insider works for one of the biggest garage chains in the UK.
Its name - Kwik Fit.
Number of outlets - 570.
Many motorists pass through its doors every day, but according to our man they can sometimes be tricked into paying for work they don't need.
So what happens at Kwik Fit, how does it work? Well we invite customers, we attract customers with the free inspection.
Once the customer has come in for these free checks and then that's how we try and sell things.
How are they convincing people that they need this work on their car? If you don't know nothing about your car and you come on a quiet day, which we haven't sold much, and we need to hit our target we do everything to convince you to buy a lot of things you don't need to buy.
Serious allegations.
And, according to the insider, it gets worse.
When you take your car into Kwik Fit for an inspection, staff may cut corners.
Every day, I see it every day.
I've been to many centres, and in most of them because of the time, because of the pressure that we have behind us, we cannot complete the job properly or do everything.
We do have some good people amongst us as well, honest people, but unfortunately because of the pressure from the targets system, and that makes us do things that we don't want to do.
It's a bad feeling, it's a horrible feeling especially when we go home.
We work hard, we are tired, but inside we feel guilty.
We feel like we've ripped people off.
Thank you.
Well, there he goes.
And he told us some amazing things about some of the tricks that Kwik Fit gets up to.
Now, all we have to do is put it to the test, and see if it's true.
Well, when I say "we" I mean "she.
" Thanks, Nicky - always happy to do your legwork(!) I'm not doing alone, though.
I've got ten drivers.
And ten cars.
They've all seen those Kwik Fit offers for free brake and tyre checks, and they're about to be put in.
I've also got John Dabek, a mechanical expert, who's been fiddling with those cars for the last 24 hours.
So John, talk me through it.
Well, I've examined all these cars.
Oh, a word to the wise, viewers.
John's a forensic engineer, and a fellow of the Institute of the Motor Industry.
And he has LOTS of letters after his name.
So when he says he's "examined" these cars he really means it.
BGY It's a Golf five door.
WVW ZZZ.
Sounds like a Golf.
What checks have I carried out? We looked at the tyre pressures, went round at all four tyres.
And the spare as well.
I'm going to use a calibrated tyre tread depth gauge.
This is it here.
OK that's fine.
Everything's good.
If you're bringing your vehicle in to have the brakes checked you'd expect all the moving components to be checked.
I'm going to slacken off the wheel nuts so that I can take the wheels off and take a look at the brakes, steering, suspension, etcetera.
That's normal! Phew! And how do we that they've checked it properly? Well, I've set a few tricks of my own.
I've put a marker on one wheel bolt on each wheel using silicone.
I will know whether or not the wheels have in fact been taken off to carry out those proper brake checks.
Impressive.
And incredibly quick.
Thank you.
OK, everyone.
Let's hit the road.
So, not only do we know the exact condition of these vehicles.
Thanks to John's markers, we'll also be able to tell if they get checked properly.
Kwik Fit here they come.
Ten cars, ten branches, ten brake and tyre checks.
Will they tell us the truth about the work that needs doing? Or just try to trick us? Find out later.
So, we know that running a car is expensive.
You have to buy it, park it, service it, and fill it up at the pump.
Then there's that other essential outlay that's big and unavoidable.
Millions of us are paying more for it than we should.
Billions of pounds more.
Did you know that one in every five of you could be paying too much on your car insurance? And it's largely down to one big trick - the renewal cost.
Some of you here have already beaten it.
As for the rest.
We're going to show you how you can do it too.
Yes, rolling on your car insurance policy from one year to the next is meant to be easy and convenient.
But for some drivers here, it also turned out to be very costly.
Just like the weather, it's made them really miserable.
When I first took out the insurance policy, it was £218.
When the renewal came through, with no changes in circumstances, the premium went from £218 up to £506, so it was over £300 of a difference and to me that was more than the actual car was worth.
I've always been loyal to the company and stayed with them, that doesn't matter.
They still want your money.
Last year I paid £304.
My renewal this year is £508 is the best they can do.
If you go with an insurance company, once you're with them they think that's it, "I've got them.
" In some cases the companies really HAVE got you.
Because when you take out a policy, they might try to opt you in to what they call an "auto-renewal".
Unless you spot it, they'll debit your account in the second year - often for a much larger amount than in the first.
I bought an insurance policy from my insurers and when I bought it I wasn't aware that it had an automatic renewal on it.
Yes, originally I had a quote that was originally £340 and that went up to £499 as an auto renewal.
Such stories are common.
All over Britain, drivers are realising that although their circumstances are unchanged, they may be paying more for their premiums than they should.
The good news? You don't have to pay it.
You could get a much cheaper premium.
Even by staying with the same company.
Charles Willoughby insures his car with Admiral.
They tried to auto-renew him at a cost of £940.
A reduction, yes.
But there was a much cheaper price available.
It stated that it was going to be 940 odd pounds, I then went online and did some searching and happened to stumble across a few comparison sites, and I found it £299 cheaper.
And the company offering that reduced quote? Admiral.
The very same company that had just tried to auto-renew him for almost £300 more.
I spoke to Admiral, I rang them up actually as a new customer, and they said that it was through one of their comparison sites but it was underwritten by the same company, so they'd honour the same policy, but again for the £300 cheaper, so completely bizarre.
Other drivers here nearly fell for the same trick.
But don't think car insurers are alone when it comes to costly auto-renewals.
Some companies providing breakdown cover do it too.
My annual renewal came through for my breakdown insurance and it had gone up from £93 to £158.
So I thought well that's rather steep.
I went online, checked with the same company and it would be £100.
Made a phone call to the company, they immediately matched the price and so I saved myself £58.
Five minutes, £58 better off.
Companies offer great discounts to attract new business in, but of course when it comes to renewal a year down the road, those discounts don't always apply.
Insurance companies are a business and they have to operate and make a profit, so if customers are seeing those big increases, don't put up with it, vote with your feet, look at alternative options.
So, how much are car insurers really making at the expense of loyal customers? According to one online comparison site, we're wasting £2 billion every year simply by letting our policies auto-renew.
.
At least these drivers here can feel smug.
Because, between them, over the last year they've managed to save nearly £3,000.
The Association of British Insurers says auto-renewals help ensure that customers don't inadvertently break the law by driving without cover.
Its members send renewal notices in advance so customers can choose whether to shop around.
Where auto-renewal does apply, this is clearly indicated.
Admiral told us it has different systems when setting the price for new and existing customers - and this can result in them getting different rates depending on their circumstances.
Is your insurance up for renewal? Follow these tips and you could cut your bill.
Firstly, think about the excess you can afford - bigger excess can mean smaller premiums.
As can restricting your mileage, your usage and changing the type of car you drive.
Who drives your car will have a significant impact too - don't pay for anyone you don't really need.
And remove any unnecessary frills from your policy - why pay for foreign use if you're not going abroad? For information and advice you can always visit our website: Earlier, Nicky met a Kwik Fit insider who claimed that customers were sometimes being tricked into paying for unnecessary work.
We do everything to convince you to buy a lot of things you don't need to buy.
We feel like we have ripped people off.
A serious allegation - that we wanted to check out for ourselves.
So, we sent ten cars into ten different Kwik Fit garages for their "free" brake and tyre checks.
We had them all inspected beforehand so we knew exactly what condition they were in.
So, did Kwik Fit try to persuade us to pay for work we didn't need, or exaggerate how quickly work needed to be done? First up, this Hyundai.
Kwik Fit's advice was clear.
Cost of these new pads? £80.
But did we really need them? Not according to our expert, John, who measured the discs and found that they were in fact well over four millimetres.
The pads are fine, they don't need replacing yet.
It would be similar to having your shoes repaired when they don't need repairing.
Next, this Golf.
Kwik Fit tried to sell us £160 worth of work.
When a shock absorber is in good condition it should bounce and return, like that.
Bounce and return.
That's all in good condition, so, physically, there's nothing on the outside of the shock absorber to indicate a problem.
Bang on.
It goes forward and then it returns, it settles straight away.
It feels good.
John's verdict? I can't see any need for rear shock absorbers.
That's just, um just totally unnecessary in my view.
As was the £247 worth of work they tried to sell us on this car.
Kwik Fit said the Polo's brakes needed new discs and pads.
No issues with that disc.
Yeah, that's fine.
The brake pads are in just so good condition.
There's hardly any wear on the brake pads at all.
In total, Kwik Fit tried to trick us into paying for over £700 worth of work on four of the cars we simply didn't need.
Or, at least, not as urgently as they suggested.
And, although we didn't disagree with all Kwik Fit's findings, there was worse to come.
As part of the full tyre and brake checks they promised, they should have examined tyre pressures and tread and taken the wheels off to measure the brake pads and discs.
But did they do this in every case? Certainly not on this one.
What I've found is that there's no evidence whatsoever that the wheels have been off, the brakes have been checked.
And how can John be so sure? That's right, our silicone trick! Remember, he marked all the cars before they went in for their checks.
That silicone has not been disturbed at all.
If they've managed to get in there, they've done very well.
It was probably inspected by a guy called Houdini.
On this car they also missed something much more serious.
There's the nail.
It's still there.
What they did miss out, bearing in mind this was a brake and tyre check, were nails, a nail in the nearside front tyre, a screw in the offside rear tyre and both rear tyres dangerously under-inflated.
In fact, John found that they'd failed to do the full checks on seven out of ten cars.
No, that's not been disturbed.
That's not been disturbed.
That one doesn't appear touched.
This is the one, the six o'clock position.
Again, silicone's undisturbed.
The cars have gone in for brake and tyre checks, some of them have come back OK with the kind of recommendations we would have expected and hoped for, others we were very concerned about because they've come back with recommendations or been told in no uncertain terms that brakes were required, shock absorbers were required, when they weren't required and, at the same time, fundamental things like nails in tyres and under-inflated tyres were missed.
One of the most basic things with a tyre check is to check the pressure.
If nails in tyres are missed or screws in tyres are missed there is a safety implication.
Now, John's a mechanic, and Kwik Fit employ mechanics, and they've since told us they and their own independent expert seriously disagree with most of our findings.
So, what we seem to have here is their word against our expert's.
That's why we sought a second opinion.
Or, technically, a third opinion .
.
from Mark Brown, automotive engineer and forensic car examiner.
He also inspected the vehicles.
So, did he agree with Kwik Fit, or John? I agree with John.
So, there you have it.
Ten cars, a failure to complete the promised checks on seven, and an unnecessary bill for over £700 worth of work on four.
Kwik Fit say you'll be amazed at what they do.
Bet you are now.
Kwik Fit have since told us their highest priority is keeping their 4.
5 million customers safe on the roads and helping reduce their motoring costs.
They say they stand by their recommendation for new shock absorbers and have asked to carry out independent tests and say any recommendations they make on replacing parts take into account manufacturers' information and advice from safety organisations.
However, they accept that in a few instances their staff could have been clearer with their communications.
For this, they apologise, and say they're intent on improving how they communicate their advice following vehicle inspections.
They say they expect high standards across their business and have a zero tolerance policy on recommending unnecessary work.
Any proven cases result in disciplinary action.
They have a whistleblower line on which staff can anonymously report any aspect of malpractice from their manager or colleagues, and they say a senior management team will investigate and act on any reports.
They say they're proud of their 98% customer satisfaction level.
Now, earlier we were looking at the truth behind those new car miles per gallon figures.
We discovered that manufacturers use a variety of tricks to make their vehicles seem more economical to drive than they might actually be.
The result? We're paying hundreds of pounds more for our fuel than many ads have us to believe.
The big question, though - what happens when you confront the dealers? Do they give you the true story about the MPG figures, or just repeat what the marketing says? We visited three dealers each representing ten major car companies.
Some of them were upfront about the advertised figures.
Good work, fellas.
And there were others who were truthful, too.
Some said we'd need to knock quite a few miles per gallon off the published figures, or that fuel efficiency would depend on how we drove the car.
But the worst performers in our mystery shop were Ford, Fiat, and this one - Nissan.
So that was Nissan's dealers.
But what about Fiat's? Two out of the three dealers we visited told us the advertised MPG figure was achievable.
The third dealer went even further.
In fact, of the 30 dealers we visited, half gave the impression we'd get the published figures.
Or at least come very close.
This trick, according to one estimate, is costing drivers £4.
4 billion a year in unexpected fuel costs.
Both Nissan and Fiat have expressed concern about what we found in their showrooms.
They say proper procedure wasn't followed and they'll be taking steps to ensure that it is in the future.
'Can it shut its grill vents to save fuel? 'Can it stop itself?' But remember, the car I'm most interested in is the Focus, the second biggest selling car in the UK, and the one I'm driving.
According to Ford's marketing it'll give me 56.
5 miles to the gallon.
Now, our experts described that figure as unrealistic.
But what about these Ford dealers? Well, that couldn't be clearer, could it? They've told us in the ads, they've told us on the website, they've told us in person, the Ford Focus will give you 56.
5 miles per gallon.
Or very, very close to it.
Truth or trick? 'Time to find out.
'Because the engineers at this testing facility in Middlesex 'have been subjecting the new Focus 'to their own independent MPG checks.
' Nick, great to see you.
So, this here Ford Focus, tell us about the test you did on it.
Well, when we arrived this morning the first job was to fit the equipment .
.
and as you can see the most obvious thing is it's connected to the tail pipe, and that's basically the source of a key bit of our information.
The CO2 coming out of the tailpipe tells us most of what we need to know about MPG.
So, great precision.
Absolutely, and very similar to the sort of precision you would get in the laboratory, so that's why I like to think of this as our laboratory on the road.
So when you tested this car, was it driven in a way anyone watching this programme or you or I would drive a car? Absolutely.
Want to know what that means in practice? Well, weight-wise it means the equivalent of a driver, plus one adult passenger in the front, and a child at the back.
It means travelling around with a bit of luggage in the boot.
And it means driving in a style that's typical of most of us, neither overly-aggressive or gentle.
And what was the result? The result for this car was 39.
5 MPG.
39.
5.
Considerably less than the 56.
5 we were told by the manufacturers and some dealers.
Certainly, absolutely true.
But it puts this car in very good company.
We see that across a lot of vehicles.
You'll get that sort of shortfall from the official figures.
How much more could this cost people than they think it's going to cost? Well, at current petrol prices, and if you do 10,000 miles a year you're probably looking at an extra £450, and if you do 12,000 miles it's more like £550.
You guys know your stuff on this, so what are the tips for people to drive in the most economical way? Well, the first thing, and most important thing in a way, is to buy the right car in the first place for what you're trying to do with it.
Once you've got the car, clearly you can drive more gently, be a little less heavy on the throttle.
Clearly, if you turn the air-con off, if that's comfortable, that certainly saves a load on the engine.
And then I would say think about the routeing of your journey.
If you can avoid heavy congestion, even if it means driving a bit further, that can be a source of some good savings.
Nick, thank you very much for telling us the truth about the Ford Focus.
So, how do Ford respond? Well, they told us independent research shows their vehicles' running costs are among the lowest in the industry, and that, in some cases, drivers can actually exceed the official MPG figures.
But, they recognise the increasing need for more detailed customer information and are currently adapting their marketing and sales training material.
They also support the EU's introduction of new tests which will better reflect real world driving.
So, that's what Ford have to say.
What about the other companies? Much the same.
Although we should add that Nissan also say they never intend to mislead customers, and that their sales literature makes it clear that MPG will vary according to driver behaviour, vehicle and road conditions.
Fiat told us they're currently clarifying their advertising, and are committed to helping customers understand how the official MPG figures should be used.
As for the Society of Motor Manufacturers and Traders, which speaks for the whole industry, it says the official MPG figures are achievable on the road, but most drivers understand the difference between the tests and real world driving.
That's not much comfort, is it? No, especially since we've discovered this car could cost over £550 more to run each year than the marketing suggested.
And that's your money.
And their trick.
See you next time.
Goodbye.
Bye.
Join us next week, when we'll be taking on the holiday companies.
We'll be revealing the perils of airport parking.
When I returned from my holiday every single panel on the car had been damaged and three of the four tyres had been punctured with a sharp instrument.
While I go undercover to expose the truth about holiday car hire.
And those confusing cabin luggage rules.
But there are signs around the airport.
Does it not say that it's law on those signs? So is it, check it in for 50 euros, or leave it behind?
Every pound is precious.
But wherever you turn, big companies are determined to squeeze you even more.
With their tricks.
It's disgusting.
I do think it's disgusting.
It's about making as much money as possible.
But this is the series that's determined to stop them.
Ha! Ha! I foiled that trick! Each week, we go undercover to expose their tactics.
We talk to the whistleblowers.
This is quite a trick.
It is a trick.
Nothing but a trick.
And reveal how YOU can fight back.
Yes, whether we're going on holiday, buying a car, furnishing our homes or enjoying time off, there can be shocking underhand ploys to avoid.
Want to know what they are? Then this is the programme for you.
We're talking about your money.
And their tricks.
Tonight, inside Kwik Fit.
Meet the whistleblower who reveals what's really going on at Britain's biggest-known garage chain.
We do everything to convince you to buy a lot of things that you don't need to buy.
We feel like we have ripped people off.
Buying your vehicle second-hand? What you need to know about one of the country's biggest dealers.
And, ever had one of these? How to fight back against those dreaded private parking cameras.
Just thought you should know this is me leaving the car park.
This is what leaving looks like.
New cars.
There's something about them.
You can ask Sian.
Or you can ask Becca.
And you'd get the same answer.
Many of us fall for their look, their feel, and their amazing new-car smell.
They don't come cheap, though.
In fact, for most of us, a new car is the second biggest purchase we'll ever make, next only to a house.
So, the manufacturers have to work hard to tempt us .
.
with ads telling us how well-designed they are.
How powerful.
How smooth.
And, crucially, how economical.
Nice promises.
A pity we can't trust them all.
Look at these.
Fiat says its iconic 500 with its 1.
2 engine will give you 58.
9 miles to the gallon.
Nissan claims its best-selling Micra will do even better at 65.
7 miles to the gallon.
As for this Focus, Ford says one gallon will give me 56.
5 miles.
For drivers fed up with high fuel prices, it's all great news.
Ready for the bad? So, Sian.
58.
9 miles per gallon, the marketing people say.
Do you want to know what you're likely to get? Go on.
Well, according to What Car? who did independent tests, it's more likely to be 44.
3 miles per gallon.
If you think about it, if you're doing about 12,000 miles a year, that is going to be 400 quid more than Fiat marketing people would have you believe.
£400.
That's a lot of money to bear in mind when you're making those big financial decisions about which car to buy.
And Becca, it's even worse for you.
Again, the manufacturer says it's going to be 65.
7 miles per gallon.
But independent tests calculated it as 44.
1 miles per gallon.
Now if you're doing about 12,000 miles a year that means you could be paying up to £550 more than you budgeted for.
So that's about the cost of ten extra tanks of fuel then? It could be even worse.
It could be a lot of chocolate biscuits.
Well, since you're talking food.
£550 would buy a lot of it, and much else besides.
It's the sort of figure none of us would sneeze at.
Which is why those miles per gallon figures in the car ads are so important.
So, why can't we trust them? The official fuel consumption figures, all those MPG figures you see in adverts and brochures and in show rooms, they're all done by official tests, so these cars are tested in a laboratory, which is why the figures are sky high compared to what you might actually achieve.
Yes, tested in the lab, not the open road on which the rest of us drive.
All the major manufacturers do this.
And there are various tactics to ensure the best possible results.
They kill the lights and the aircon, as both depend on the battery, which uses fuel.
They disconnect the alternator so that the battery doesn't recharge.
Brake pads? They're pushed back so there's no friction at all on the discs.
Any extra trim is removed.
And the driver? Well, he drives alone.
No passengers.
Now, they are allowed to do all this.
But it's not exactly how the rest of us use our cars, is it? The official figures are a legal obligation for the car manufacturers.
It's a European directive.
Every single car maker has to put every single one of their cars through this test and publish the figures, so in some ways, it's a level playing field as all the cars are tested in the same way, so you can read across them to get some sort of comparison.
But don't set your family budget based on those figures, because we've got huge amounts of evidence from our own real world tests that those fuel consumption figures are not what you're going to achieve in the real world.
In other words, it's a trick.
The manufacturers know the conditions under which they test these cars are often nothing like the condition in which we drive.
And yet many still make these bold claims on their websites and in their marketing but don't make it completely clear that these figures might not be achievable on the road.
So what happens when you challenge these figures? Do their dealers stick to the story? Well, some might tell you the real facts but not all.
They're the ones who could potentially cost you hundreds of pounds every year.
Find out who they are, later.
If you're buying a new car, a misleading mileage claim is just one of the tricks you need to look out for.
But remember, you're entering into a deal.
So, before you sign anything that means you have power, too.
If you want to get the most for your money, remember these golden rules.
One.
Never pay the full list price for a new car - haggle instead.
Dealers will almost always give you a discount if you ask.
And if yours won't offer any money off, just go to one who will.
Two.
Make sure the dealer believes you're serious but not desperate.
If you appear too keen to buy, you won't be offered the best discounts and sweeteners.
Three.
Buy at the right time.
Most dealers have monthly targets, so are most keen to shift cars towards the end of the month in order to meet them.
Or buy in February or August.
New registrations are launched in March and September, so dealers want to sell the older ones before then.
Four.
Always check the total cost of your finance deal.
Dealers will often stress the weekly or monthly figure so make sure you know what you'll be paying back overall.
Remember, dealer-organised finance and insurance can be more expensive than it needs to be.
So, check whether a loan from the bank is cheaper.
Five.
If you know what car you want, look at buying online rather than at the showroom.
Always compare the costs.
And if you follow these golden rules you could make big savings.
For more information and advice, please visit our website: So far, we've looked at the new car market, where prices are expensive, and promises are many.
As for the used car market, the tricks to make you buy are even more rife.
We spend £32 billion a year on second-hand cars and one in five who buy from a dealer experiences problems.
In fact, used vehicles regularly top the list of consumer gripes.
And it's not just the Arthur Daleys of the trade.
Tonight, I'm talking about a much bigger second-hand dealer.
one that claims to be the country's leading used-car supermarket, This is Carcraft, a dealer with 11 huge car supermarkets across the UK.
It sells thousands of vehicles every year, tempting us in with promises of affordable, quality vehicles that are RAC accredited.
Its website makes lots of reassuring statements and claims.
And Carcraft is very upfront about its prices.
A three-year-old Vauxhall Corsa for £6,495.
A VW Golf for £8,795.
They look good.
Are we missing a trick? Yes.
Because once they've lured you inside the showroom, those prices are very different.
The Vauxhall Corsa we saw advertised for £6,495 is actually on sale for £2,000 more at £8,499.
And that Golf we saw for £8,795 is on sale in the showroom for £10,999.
A whopping £2,200 more.
Now you can't buy the cars online, but you can print off a voucher, which they say they'll honour.
But if you don't, you're stuck with the higher showroom prices.
So, why do they advertise cars cheaper on the website? We went in as a customer and asked them.
It's not as if they're even trying to hide it.
OK, if they can trick people into buying more expensive cars, what else are they up to? Only one way to find out.
Send in a member of our team to get a job, undercover.
Good luck.
Thanks.
On arrival, our mole is greeted by a sales manager, who takes him through the whole interview process.
This includes a rather honest introduction to the company.
Pretty nuts can be right.
We've now checked out the price of that Corsa with the industry's two leading valuation services, and found that it's worth a maximum of £6,200.
Carcraft's showroom price? £8,499.
That's £2,300 more expensive, although it does come with benefits like MOT, breakdown cover, free servicing and extended guarantee.
So tell me, Mr Sales Manager, how do you sell an overpriced car to an unsuspecting customer? And how exactly do they "beat up" their customers? Again, there's only one way to find out.
Send in the mystery shopper.
Good luck.
Thanks.
Our man visited six Carcraft branches and discovered three tactics designed to get customers to part with their money.
First up, apply the pressure.
Trying to persuade customers to buy on the day is one thing.
Pressurising them to commit without first explaining the overall cost or the monthly repayment is another.
We found sales staff using the same tactic at other Carcraft stores.
Looked wrong to me, but then I'm not a consumer law expert.
But Deborah is.
There is clearly pressure being put on the consumer here to make a decision without even giving full information about the price and the total cost of the deal.
Giving information in an untimely manner is just as bad as not giving the information at all.
There is a potential breach of consumer legislation here because the consumer is not being given adequate information, and this is particularly important as it is an expensive item that is being purchased.
Next, tactic number two - tell the customer they need to hurry.
This is a very pressurised sales situation.
It is being made out that the offer is time-limited when in fact it may not be, and the consumer is being pushed into making a decision that, given proper time and thought, they might not make.
Finally, the most extreme tactic - desperation.
Er, hang on - we're in Birmingham.
London is 120 miles away.
So, aggressive selling and relentless pressure.
What's the overall verdict? There are attempts to get a sale in a pressurised situation, the consumer is not being given full information about the price and the cost of the finance, and the consumer is not being given proper time to be able to make a proper decision.
They could well be breaking the law here and are not sticking to the guidance issued by the Office of Fair Trading for proper selling of second hand vehicles.
Actually, Carcraft do have one more persuasion tactic and it's one they're very proud of.
Because every car we sell comes with a 120 point inspection and a two year guarantee, you don't need to worry.
With Carcraft, you can just drive happy.
To give customers extra peace of mind, they say this entire process is accredited by the RAC.
That means the RAC has approved the pre-sale checks and conducts a regular audit.
In reality, it's the process that's approved, not every single car.
But that's not what some salesmen told us.
Now that is an outright lie.
The RAC has told us that they do not carry out presale checks on all Carcraft vehicles.
They say they only inspect a random sample of cars at each branch.
So, our mystery shopper's final task - to find out exactly what those 120 point checks are.
If they're so proud of them, they must have a list, right? Erm, well, not quite.
We asked in every single branch if we could see a list of the checks, and none of them was able to provide us with one.
So, as a buyer, you don't know what they've checked.
Carcraft have since told us they provide quality cars with an industry-leading warranty package.
They say price alone doesn't determine a good deal.
The combined part-exchange price and the finance package determines the best overall deal, which they say is aligned to their customers' needs.
As for their sales tactics, they say they have strict pricing policies, and once they've seen our footage they'll take action against anyone who hasn't adhered to them.
They say they're reviewing training and monitoring procedures, and apologise unreservedly to those customers affected.
If you're buying a car second hand, here are few things to remember.
Number one - think about where to buy your car.
If you buy from a dealer rather than an auction or a private seller, you will have more rights.
If anything goes wrong with your car, you may have a right to a repair under the Sale of Goods Act, just as you would when buying a new car.
However, you will have to show that the car wasn't of a satisfactory quality or wasn't fit for purpose at the time you bought it.
Number two - check that vehicle's history.
Make sure you look at the logbook and MOT history.
You can also confirm with the DVLA - for free - that the details the seller is giving for the car are correct.
Also, make sure you check there's no outstanding finance on it, that it hasn't been stolen, written off or had its mileage clocked.
You can do this with what's called an HPI check, and there are companies online that offer this service.
There will normally be a fee to pay, but this could save you in the long run.
Number three - get an independent inspection before you buy.
Again, there'll be a fee involved, but it will almost certainly be money well spent.
And, finally, number four - think about how to pay.
If you buy a used car using a credit card you will have extra protection under the Consumer Credit Act if anything goes wrong.
I did not stall.
I can't do this.
'Parking - what a nightmare! 'Red lines, yellow lines, no stopping zones, 'and when you do actually find a meter, it bleeds you dry.
' Er, HOW much? I hate parking! 'Yes, parking on the Queen's Highway 'can be a stressful and expensive business.
'But if you're thinking of stopping on private land 'the costs can be even higher, and these are the reasons why' 'ANPR cameras.
'You'll find them in retail parks, outside supermarkets, 'and even fast food restaurants.
'Private parking companies put them there 'to keep tabs on how long you stay.
'Exceed the time you've paid for 'and they'll send you a demand for payment 'using their photos as evidence.
'They can't force you to pay without actually taking you to court, 'but around 70% of us do decide 'to give the companies the money they demand.
' That's because they've developed a few tricks which make you believe you have to.
Which is why I'm going on a road trip.
Just think of it as your own personal guide on how to navigate Britain's private car parks and not get stung.
'Yes, they might have their cameras and 24 hour surveillance, 'but I have a GoPro' 'a Handycam' '.
.
a pair of binoculars' '.
.
oh, as well as a film crew following me around.
' They come everywhere with me.
'I think it's safe to say nothing is going to get past me.
' First up, let's look at how they design their literature.
Now, remember, these are private companies with no legal power to fine you.
They're not even allowed to use the word "penalty".
But look at the notices some send out.
Yes, I've been doing my research.
We've got a few notices here, some of which have obviously been carefully designed not to break any rules, but some still look like penalty notices from the police and local councils, or at least very official.
Some feature the letters PCN - the same abbreviation councils use for Penalty Charge Notice.
But, in the case of private companies, it stands for Parking Charge Notice.
So, don't be fooled, study the small print.
Others use the term "Enforcement Notice" even though they don't have any powers to enforce.
And then there are the notices that come in yellow cellophane wrappers, just like those issued by councils.
Finally, there are dreaded phrases like these "Important legal notice.
" .
.
and "Legal action pending.
" Hold on, let's be absolutely clear - these are not fines nor penalty notices, are they? Absolutely not, they are an invoice, a demand for payment because the car parking company says you've breached their terms and conditions.
They are not an official demand backed up by law that you would receive from the police or a local council.
The law of contract provides that, when you enter a car park that's run by a private parking company, you are subject to their terms and conditions, you are entering into a contract with them.
Ah, the law of contract, which you all know backwards.
What do you mean, you've forgotten? OK, here's a quick refresher.
I own this car park.
I charge £1 to park here for one hour.
But then you come along, pay your £1, and stay two hours.
You've stayed in a space for an hour longer than you should have, and that means you've cost me money - £1 to be exact.
So, if you do break their terms and conditions, it could be argued that they can only pursue you for the actual amount of money they've lost, rather than the sort of fees they usually demand.
Overstaying in a car park for a few minutes could never justify the sorts of amounts that these companies are trying to charge.
'And it doesn't end there, because if you don't pay 'within a certain amount of time the figure rises.
' 'And many of the companies threaten you with debt collection agencies 'and legal action that can damage your credit score.
' OK, even I'm getting scared now.
'OK, so those are their rules.
'But some companies could be much clearer 'in actually telling you what they are.
' Sutton in Ashfield, Nottinghamshire, home to Europe's largest sundial - bet you're glad you watched, now - oh, and this branch of KFC.
Here's an important question - is it ever too early for chicken? This KFC car park is run by Civil Enforcement Limited, who tell drivers they must not enter the car park when the restaurant's closed.
Just one problem The sign that states that is itself inside the car park.
Not only that, but the opening hours are written on the door, so the only way you could see either of these is by going into the car park.
A trick? Not according to Civil Enforcement, who say they introduced the rules because KFC staff couldn't find a space.
They say the signs are sufficiently visible, and their system allows drivers leeway to enter and leave without being charged.
KFC say the restrictions are there to ensure there's space for customers to park while the store is open, but they're aware of the out-of-hours issue and have contacted Civil Enforcement to try and find a solution.
'Well, in the meantime, perhaps I can help them out.
' Ah.
Tenthirty I know! Very, very good.
'One thing I've noticed about these companies 'is that they can be unforgiving.
'Make one tiny mistake and they'll go after you.
'But some of them make errors, too.
'Like the one that runs this McDonalds car park 'in Enfield, North London, 'and which doesn't seem to know whether drivers are coming or going.
' Now, I don't know about you, but that to me looks like the entrance.
It says "Welcome".
That there looks like the exit, and this picture here looks like the car is leaving, right? Well, not according to the company in charge - MET Parking Services Ltd.
Last year, they sent a ticket to a driver who they claimed had overstayed.
In fact, she hadn't - she'd visited twice.
But the camera only recorded her first exit and second entry.
Cheeky.
As if that wasn't bad enough.
They tried to use this photo as evidence.
It's supposed to show her arriving, when it actually shows her leaving.
Well, it may have cameras, but I reckon it needs some help.
So, after my own visit, I made sure they knew when I was off.
Wouldn't want any confusion now, would we? One-two, one-two, one-two hello, hello Hello.
Just letting you know that I'm leaving the car park now.
I'm leaving the car park now.
Just thought you should know this is me leaving the car park.
By the way I'm exiting the building.
So you know, leaving.
This is what leaving looks like.
OK, everybody? I've gone.
Bye.
Love you.
Bye.
MET Parking Services say their charge notice was the result of an extremely rare administrative error and they'd have cancelled it immediately had the customer appealed.
McDonald's told us they work with their approved public contractors to make the policy fair and clear.
Meanwhile the British Parking Association say many companies operate under their code of practice.
They say drivers should take advantage of the appeals system if they are in the right.
So, at the end of a very long trip one final question still remains.
The one which everyone wants to know the answer to.
Should I pay a private parking charge? If you receive one of these notices and you know you weren't in the wrong or you think a mistake was made, you can challenge it.
Contact the company in the first instance and if they reject it you can go to the independent appeals service called POPLA.
If your appeal is unsuccessful or you do not respond to any of the letters the company sends you, they still have to take you to court before they can get any money from you.
Remember, if they do it's up to them to prove that you've breached the contract.
It's not up to you to prove you didn't.
You can also go to a solicitor or the Citizens Advice Bureau for more information.
Phew! Now, Chicken or burger? Moving.
Told you they come everywhere with me.
Keeping a car in good condition is costly.
And in cash-strapped times, drivers are cutting back on regular servicing.
That can be a false economy.
Of the 26 million cars that went in for MOT last year nearly 40% failed, leaving their owners with a hefty bill.
As maintenance is so expensive, we should be able to trust the garages who do the inspections.
But can we? Now, we all have our ambitions.
If you're a footballer, the World Cup.
If you're a band, Wembley or the O2 arena.
If you're reporting a story, it doesn't get any better than this.
Night-time, deserted car park.
Meeting a whistleblower.
You know - Watergate, "Deep Throat" and all that? OK, this one may not have the dirt on governments.
But he knows a lot about a business.
A very big business.
And he's going to tell me all about it.
Tonight's insider works for one of the biggest garage chains in the UK.
Its name - Kwik Fit.
Number of outlets - 570.
Many motorists pass through its doors every day, but according to our man they can sometimes be tricked into paying for work they don't need.
So what happens at Kwik Fit, how does it work? Well we invite customers, we attract customers with the free inspection.
Once the customer has come in for these free checks and then that's how we try and sell things.
How are they convincing people that they need this work on their car? If you don't know nothing about your car and you come on a quiet day, which we haven't sold much, and we need to hit our target we do everything to convince you to buy a lot of things you don't need to buy.
Serious allegations.
And, according to the insider, it gets worse.
When you take your car into Kwik Fit for an inspection, staff may cut corners.
Every day, I see it every day.
I've been to many centres, and in most of them because of the time, because of the pressure that we have behind us, we cannot complete the job properly or do everything.
We do have some good people amongst us as well, honest people, but unfortunately because of the pressure from the targets system, and that makes us do things that we don't want to do.
It's a bad feeling, it's a horrible feeling especially when we go home.
We work hard, we are tired, but inside we feel guilty.
We feel like we've ripped people off.
Thank you.
Well, there he goes.
And he told us some amazing things about some of the tricks that Kwik Fit gets up to.
Now, all we have to do is put it to the test, and see if it's true.
Well, when I say "we" I mean "she.
" Thanks, Nicky - always happy to do your legwork(!) I'm not doing alone, though.
I've got ten drivers.
And ten cars.
They've all seen those Kwik Fit offers for free brake and tyre checks, and they're about to be put in.
I've also got John Dabek, a mechanical expert, who's been fiddling with those cars for the last 24 hours.
So John, talk me through it.
Well, I've examined all these cars.
Oh, a word to the wise, viewers.
John's a forensic engineer, and a fellow of the Institute of the Motor Industry.
And he has LOTS of letters after his name.
So when he says he's "examined" these cars he really means it.
BGY It's a Golf five door.
WVW ZZZ.
Sounds like a Golf.
What checks have I carried out? We looked at the tyre pressures, went round at all four tyres.
And the spare as well.
I'm going to use a calibrated tyre tread depth gauge.
This is it here.
OK that's fine.
Everything's good.
If you're bringing your vehicle in to have the brakes checked you'd expect all the moving components to be checked.
I'm going to slacken off the wheel nuts so that I can take the wheels off and take a look at the brakes, steering, suspension, etcetera.
That's normal! Phew! And how do we that they've checked it properly? Well, I've set a few tricks of my own.
I've put a marker on one wheel bolt on each wheel using silicone.
I will know whether or not the wheels have in fact been taken off to carry out those proper brake checks.
Impressive.
And incredibly quick.
Thank you.
OK, everyone.
Let's hit the road.
So, not only do we know the exact condition of these vehicles.
Thanks to John's markers, we'll also be able to tell if they get checked properly.
Kwik Fit here they come.
Ten cars, ten branches, ten brake and tyre checks.
Will they tell us the truth about the work that needs doing? Or just try to trick us? Find out later.
So, we know that running a car is expensive.
You have to buy it, park it, service it, and fill it up at the pump.
Then there's that other essential outlay that's big and unavoidable.
Millions of us are paying more for it than we should.
Billions of pounds more.
Did you know that one in every five of you could be paying too much on your car insurance? And it's largely down to one big trick - the renewal cost.
Some of you here have already beaten it.
As for the rest.
We're going to show you how you can do it too.
Yes, rolling on your car insurance policy from one year to the next is meant to be easy and convenient.
But for some drivers here, it also turned out to be very costly.
Just like the weather, it's made them really miserable.
When I first took out the insurance policy, it was £218.
When the renewal came through, with no changes in circumstances, the premium went from £218 up to £506, so it was over £300 of a difference and to me that was more than the actual car was worth.
I've always been loyal to the company and stayed with them, that doesn't matter.
They still want your money.
Last year I paid £304.
My renewal this year is £508 is the best they can do.
If you go with an insurance company, once you're with them they think that's it, "I've got them.
" In some cases the companies really HAVE got you.
Because when you take out a policy, they might try to opt you in to what they call an "auto-renewal".
Unless you spot it, they'll debit your account in the second year - often for a much larger amount than in the first.
I bought an insurance policy from my insurers and when I bought it I wasn't aware that it had an automatic renewal on it.
Yes, originally I had a quote that was originally £340 and that went up to £499 as an auto renewal.
Such stories are common.
All over Britain, drivers are realising that although their circumstances are unchanged, they may be paying more for their premiums than they should.
The good news? You don't have to pay it.
You could get a much cheaper premium.
Even by staying with the same company.
Charles Willoughby insures his car with Admiral.
They tried to auto-renew him at a cost of £940.
A reduction, yes.
But there was a much cheaper price available.
It stated that it was going to be 940 odd pounds, I then went online and did some searching and happened to stumble across a few comparison sites, and I found it £299 cheaper.
And the company offering that reduced quote? Admiral.
The very same company that had just tried to auto-renew him for almost £300 more.
I spoke to Admiral, I rang them up actually as a new customer, and they said that it was through one of their comparison sites but it was underwritten by the same company, so they'd honour the same policy, but again for the £300 cheaper, so completely bizarre.
Other drivers here nearly fell for the same trick.
But don't think car insurers are alone when it comes to costly auto-renewals.
Some companies providing breakdown cover do it too.
My annual renewal came through for my breakdown insurance and it had gone up from £93 to £158.
So I thought well that's rather steep.
I went online, checked with the same company and it would be £100.
Made a phone call to the company, they immediately matched the price and so I saved myself £58.
Five minutes, £58 better off.
Companies offer great discounts to attract new business in, but of course when it comes to renewal a year down the road, those discounts don't always apply.
Insurance companies are a business and they have to operate and make a profit, so if customers are seeing those big increases, don't put up with it, vote with your feet, look at alternative options.
So, how much are car insurers really making at the expense of loyal customers? According to one online comparison site, we're wasting £2 billion every year simply by letting our policies auto-renew.
.
At least these drivers here can feel smug.
Because, between them, over the last year they've managed to save nearly £3,000.
The Association of British Insurers says auto-renewals help ensure that customers don't inadvertently break the law by driving without cover.
Its members send renewal notices in advance so customers can choose whether to shop around.
Where auto-renewal does apply, this is clearly indicated.
Admiral told us it has different systems when setting the price for new and existing customers - and this can result in them getting different rates depending on their circumstances.
Is your insurance up for renewal? Follow these tips and you could cut your bill.
Firstly, think about the excess you can afford - bigger excess can mean smaller premiums.
As can restricting your mileage, your usage and changing the type of car you drive.
Who drives your car will have a significant impact too - don't pay for anyone you don't really need.
And remove any unnecessary frills from your policy - why pay for foreign use if you're not going abroad? For information and advice you can always visit our website: Earlier, Nicky met a Kwik Fit insider who claimed that customers were sometimes being tricked into paying for unnecessary work.
We do everything to convince you to buy a lot of things you don't need to buy.
We feel like we have ripped people off.
A serious allegation - that we wanted to check out for ourselves.
So, we sent ten cars into ten different Kwik Fit garages for their "free" brake and tyre checks.
We had them all inspected beforehand so we knew exactly what condition they were in.
So, did Kwik Fit try to persuade us to pay for work we didn't need, or exaggerate how quickly work needed to be done? First up, this Hyundai.
Kwik Fit's advice was clear.
Cost of these new pads? £80.
But did we really need them? Not according to our expert, John, who measured the discs and found that they were in fact well over four millimetres.
The pads are fine, they don't need replacing yet.
It would be similar to having your shoes repaired when they don't need repairing.
Next, this Golf.
Kwik Fit tried to sell us £160 worth of work.
When a shock absorber is in good condition it should bounce and return, like that.
Bounce and return.
That's all in good condition, so, physically, there's nothing on the outside of the shock absorber to indicate a problem.
Bang on.
It goes forward and then it returns, it settles straight away.
It feels good.
John's verdict? I can't see any need for rear shock absorbers.
That's just, um just totally unnecessary in my view.
As was the £247 worth of work they tried to sell us on this car.
Kwik Fit said the Polo's brakes needed new discs and pads.
No issues with that disc.
Yeah, that's fine.
The brake pads are in just so good condition.
There's hardly any wear on the brake pads at all.
In total, Kwik Fit tried to trick us into paying for over £700 worth of work on four of the cars we simply didn't need.
Or, at least, not as urgently as they suggested.
And, although we didn't disagree with all Kwik Fit's findings, there was worse to come.
As part of the full tyre and brake checks they promised, they should have examined tyre pressures and tread and taken the wheels off to measure the brake pads and discs.
But did they do this in every case? Certainly not on this one.
What I've found is that there's no evidence whatsoever that the wheels have been off, the brakes have been checked.
And how can John be so sure? That's right, our silicone trick! Remember, he marked all the cars before they went in for their checks.
That silicone has not been disturbed at all.
If they've managed to get in there, they've done very well.
It was probably inspected by a guy called Houdini.
On this car they also missed something much more serious.
There's the nail.
It's still there.
What they did miss out, bearing in mind this was a brake and tyre check, were nails, a nail in the nearside front tyre, a screw in the offside rear tyre and both rear tyres dangerously under-inflated.
In fact, John found that they'd failed to do the full checks on seven out of ten cars.
No, that's not been disturbed.
That's not been disturbed.
That one doesn't appear touched.
This is the one, the six o'clock position.
Again, silicone's undisturbed.
The cars have gone in for brake and tyre checks, some of them have come back OK with the kind of recommendations we would have expected and hoped for, others we were very concerned about because they've come back with recommendations or been told in no uncertain terms that brakes were required, shock absorbers were required, when they weren't required and, at the same time, fundamental things like nails in tyres and under-inflated tyres were missed.
One of the most basic things with a tyre check is to check the pressure.
If nails in tyres are missed or screws in tyres are missed there is a safety implication.
Now, John's a mechanic, and Kwik Fit employ mechanics, and they've since told us they and their own independent expert seriously disagree with most of our findings.
So, what we seem to have here is their word against our expert's.
That's why we sought a second opinion.
Or, technically, a third opinion .
.
from Mark Brown, automotive engineer and forensic car examiner.
He also inspected the vehicles.
So, did he agree with Kwik Fit, or John? I agree with John.
So, there you have it.
Ten cars, a failure to complete the promised checks on seven, and an unnecessary bill for over £700 worth of work on four.
Kwik Fit say you'll be amazed at what they do.
Bet you are now.
Kwik Fit have since told us their highest priority is keeping their 4.
5 million customers safe on the roads and helping reduce their motoring costs.
They say they stand by their recommendation for new shock absorbers and have asked to carry out independent tests and say any recommendations they make on replacing parts take into account manufacturers' information and advice from safety organisations.
However, they accept that in a few instances their staff could have been clearer with their communications.
For this, they apologise, and say they're intent on improving how they communicate their advice following vehicle inspections.
They say they expect high standards across their business and have a zero tolerance policy on recommending unnecessary work.
Any proven cases result in disciplinary action.
They have a whistleblower line on which staff can anonymously report any aspect of malpractice from their manager or colleagues, and they say a senior management team will investigate and act on any reports.
They say they're proud of their 98% customer satisfaction level.
Now, earlier we were looking at the truth behind those new car miles per gallon figures.
We discovered that manufacturers use a variety of tricks to make their vehicles seem more economical to drive than they might actually be.
The result? We're paying hundreds of pounds more for our fuel than many ads have us to believe.
The big question, though - what happens when you confront the dealers? Do they give you the true story about the MPG figures, or just repeat what the marketing says? We visited three dealers each representing ten major car companies.
Some of them were upfront about the advertised figures.
Good work, fellas.
And there were others who were truthful, too.
Some said we'd need to knock quite a few miles per gallon off the published figures, or that fuel efficiency would depend on how we drove the car.
But the worst performers in our mystery shop were Ford, Fiat, and this one - Nissan.
So that was Nissan's dealers.
But what about Fiat's? Two out of the three dealers we visited told us the advertised MPG figure was achievable.
The third dealer went even further.
In fact, of the 30 dealers we visited, half gave the impression we'd get the published figures.
Or at least come very close.
This trick, according to one estimate, is costing drivers £4.
4 billion a year in unexpected fuel costs.
Both Nissan and Fiat have expressed concern about what we found in their showrooms.
They say proper procedure wasn't followed and they'll be taking steps to ensure that it is in the future.
'Can it shut its grill vents to save fuel? 'Can it stop itself?' But remember, the car I'm most interested in is the Focus, the second biggest selling car in the UK, and the one I'm driving.
According to Ford's marketing it'll give me 56.
5 miles to the gallon.
Now, our experts described that figure as unrealistic.
But what about these Ford dealers? Well, that couldn't be clearer, could it? They've told us in the ads, they've told us on the website, they've told us in person, the Ford Focus will give you 56.
5 miles per gallon.
Or very, very close to it.
Truth or trick? 'Time to find out.
'Because the engineers at this testing facility in Middlesex 'have been subjecting the new Focus 'to their own independent MPG checks.
' Nick, great to see you.
So, this here Ford Focus, tell us about the test you did on it.
Well, when we arrived this morning the first job was to fit the equipment .
.
and as you can see the most obvious thing is it's connected to the tail pipe, and that's basically the source of a key bit of our information.
The CO2 coming out of the tailpipe tells us most of what we need to know about MPG.
So, great precision.
Absolutely, and very similar to the sort of precision you would get in the laboratory, so that's why I like to think of this as our laboratory on the road.
So when you tested this car, was it driven in a way anyone watching this programme or you or I would drive a car? Absolutely.
Want to know what that means in practice? Well, weight-wise it means the equivalent of a driver, plus one adult passenger in the front, and a child at the back.
It means travelling around with a bit of luggage in the boot.
And it means driving in a style that's typical of most of us, neither overly-aggressive or gentle.
And what was the result? The result for this car was 39.
5 MPG.
39.
5.
Considerably less than the 56.
5 we were told by the manufacturers and some dealers.
Certainly, absolutely true.
But it puts this car in very good company.
We see that across a lot of vehicles.
You'll get that sort of shortfall from the official figures.
How much more could this cost people than they think it's going to cost? Well, at current petrol prices, and if you do 10,000 miles a year you're probably looking at an extra £450, and if you do 12,000 miles it's more like £550.
You guys know your stuff on this, so what are the tips for people to drive in the most economical way? Well, the first thing, and most important thing in a way, is to buy the right car in the first place for what you're trying to do with it.
Once you've got the car, clearly you can drive more gently, be a little less heavy on the throttle.
Clearly, if you turn the air-con off, if that's comfortable, that certainly saves a load on the engine.
And then I would say think about the routeing of your journey.
If you can avoid heavy congestion, even if it means driving a bit further, that can be a source of some good savings.
Nick, thank you very much for telling us the truth about the Ford Focus.
So, how do Ford respond? Well, they told us independent research shows their vehicles' running costs are among the lowest in the industry, and that, in some cases, drivers can actually exceed the official MPG figures.
But, they recognise the increasing need for more detailed customer information and are currently adapting their marketing and sales training material.
They also support the EU's introduction of new tests which will better reflect real world driving.
So, that's what Ford have to say.
What about the other companies? Much the same.
Although we should add that Nissan also say they never intend to mislead customers, and that their sales literature makes it clear that MPG will vary according to driver behaviour, vehicle and road conditions.
Fiat told us they're currently clarifying their advertising, and are committed to helping customers understand how the official MPG figures should be used.
As for the Society of Motor Manufacturers and Traders, which speaks for the whole industry, it says the official MPG figures are achievable on the road, but most drivers understand the difference between the tests and real world driving.
That's not much comfort, is it? No, especially since we've discovered this car could cost over £550 more to run each year than the marketing suggested.
And that's your money.
And their trick.
See you next time.
Goodbye.
Bye.
Join us next week, when we'll be taking on the holiday companies.
We'll be revealing the perils of airport parking.
When I returned from my holiday every single panel on the car had been damaged and three of the four tyres had been punctured with a sharp instrument.
While I go undercover to expose the truth about holiday car hire.
And those confusing cabin luggage rules.
But there are signs around the airport.
Does it not say that it's law on those signs? So is it, check it in for 50 euros, or leave it behind?