The most expensive zip-tie: W5's hidden cameras catch repair company in action
How does a cheap plastic zip tie that’s worth just pennies end up costing a customer hundreds of dollars?
I might not have believed it myself if I hadn’t been watching a fridge repair go wrong in real time -- on a hidden camera.
I was huddled in an upstairs room alongside W5's producers and a reputable repair technician, Adel Gaynutdinov, as we watched what happened via a video feed from cameras set up throughout a Toronto-area home.
Our cameras had been set up to watch what the technician would do when presented with a test: a fridge that sounded like it was on the fritz.
Gaynutdinov had assured us the fridge actually worked just fine, except for a noise made by a zip tie that he set up to interfere with the fridge’s fan.
“Any technician would be able to see that right away,” Adel told us.
The question was: would they just fix it? Or would they have other ideas?
The fridge actually worked just fine, except for a noise made by a zip tie that our technician set up to interfere with the fridge's fan (W5)
The whole operation was set up by our W5 team. We investigated some of the companies that had the most unresolved customer complaints, according to a list shared by the Better Business Bureau.
The list included airlines, online credit companies, gift basket companies and appliance repair services. Many advertise widely, making big promises to potential customers, even though the reality may be quite different.
According to the BBB, the companies that made the list showed little interest in trying to resolve any complaint – often leaving the customer feeling frustrated or cheated.
One of those customers was Laura Snider, whose fridge in New Hamburg, Ont. had been packed with food and gifts from friends to help her get her through her grief after her husband died.
The fridge broke down, putting all of that food at risk. Snider felt she needed to get it fixed quickly. Without her husband to turn to, she called a company she found at the top of a web search.
“He said he could fix it within the next day or two,” she told us. “Perfect.”
The technician took a cash deposit of $1,000 – and then never returned, Laura said. And when she was trying to get a refund, she says she only got a runaround. Eventually someone from the company offered to give her $400 - if she agreed to not file a complaint about it. And, the fridge would remain broken.
“I said, ‘Absolutely not. I am not agreeing to that. There is no way,’” Snider said.
Snider filed a complaint with the Better Business Bureau. That company was among the list of the companies with the most unresolved complaints.
CTV W5's Jon Woodward (left) and reputable repairman Adel Gaynutdinov look at a video feed from cameras set up throughout a Toronto-area home (W5)
We wanted to see it in action, so we asked them to send a technician our way, to a home in Mississauga, just west of Toronto.
He arrived and greeted associate producer Caitlin Taylor, who was posing as the homeowner.
Caitlin left him alone and our cameras showed him opening panels on the back of the fridge and poking around. As he worked, he moved that zip tie -- but kept going.
The technician (left) arrives to greet W5's associate producer, posing as a homeowner (W5)
According to the technician, the fridge didn't have the proper "voltage" (W5)
After about 20 minutes, he called our fake homeowner with a verdict: it was the fridge’s motor that didn’t have “proper voltage.”
The charge: about $330 with taxes.
The fridge stopped making noise, but our expert Adel said “proper voltage” didn’t have anything to do with it.
He said if it was him, he would have charged just $90 for such a simple fix.
We paid the $330 bill, making that zip tie the most expensive zip tie Adel had ever seen.
Watch W5's documentary 'Customer (dis)Service' Saturday at 7 p.m. on CTV, or in our video player at the top of this article after 8 p.m.
CTVNews.ca Top Stories
Air Canada pauses new seat selection fee days after implementing it
Air Canada has paused a new seat selection fee for travellers booked on the lowest fares just days after implementing it.
3 law officers killed, 5 others wounded trying to serve warrant in North Carolina, authorities say
Three officers on a U.S. Marshals Task Force serving a warrant for a felon wanted for possessing a firearm were killed and five other officers were wounded in a shootout Monday at a North Carolina home, police said.
'Shocked and concerned': Calgary principal charged with possession of child pornography
A Calgary elementary school principal has been charged with possession of child pornography, authorities announced Monday.
Province boots mayor and council in small northern Ont. town out of office
An ongoing municipal strike, court battles and revolt by half of council has prompted the province to oust the mayor and council in Black River-Matheson.
Toronto police arrest 12 people, lay 102 charges in major credit card fraud scheme
Toronto police say 12 people are facing a combined 102 charges in connection with an investigation into a major credit fraud scheme.
Archeologists search for remnants of Halifax's 250-year-old wall that surrounded the city
Archeologist Jonathan Fowler is using ground-penetrating radar to search for historic evidence of the massive wall that surrounded Halifax more than 250 years ago.
Winner of US$1.3 billion Powerball jackpot is an immigrant from Laos who has cancer
One of the winners of a historic US$1.3 billion Powerball jackpot last month is an immigrant from Laos who has had cancer for eight years and had his latest chemotherapy treatment last week.
B.C. premier says Vancouver speech praising Hamas attack was 'most hateful' he can imagine
B.C. Premier David Eby has joined other politicians denouncing remarks at a demonstration in Vancouver where protesters chanted “long live Oct. 7,” praising that day's attacks by Hamas on Israel.
Norovirus spreading at 'higher frequency' than expected in Canada
Norovirus is spreading at a 'higher frequency' than expected in Canada, specifically, in Ontario and Alberta, according to the Public Health Agency of Canada.
Local Spotlight
Canada's oldest hat store still going strong after 90 years
Since 1932, Montreal's Henri Henri has been filled to the brim with every possible kind of hat, from newsboy caps to feathered fedoras.
Road closed in Oak Bay, B.C., so elephant seal can cross
Police in Oak Bay, B.C., had to close a stretch of road Sunday to help an elephant seal named Emerson get safely back into the water.
B.C. breweries take home awards at World Beer Cup
Out of more than 9,000 entries from over 2,000 breweries in 50 countries, a handful of B.C. brews landed on the podium at the World Beer Cup this week.
Kitchener family says their 10-year-old needs life-saving drug that cost $600,000
Raneem, 10, lives with a neurological condition and liver disease and needs Cholbam, a medication, for a longer and healthier life.
Haida Elder suing Catholic Church and priest, hopes for 'healing and reconciliation'
The lawyer for a residential school survivor leading a proposed class-action defamation lawsuit against the Catholic Church over residential schools says the court action is a last resort.
'It was instant karma': Viral video captures failed theft attempt in Nanaimo, B.C.
Mounties in Nanaimo, B.C., say two late-night revellers are lucky their allegedly drunken antics weren't reported to police after security cameras captured the men trying to steal a heavy sign from a downtown business.
Fergus, Ont. man feels nickel-and-dimed for $0.05 property tax bill
A property tax bill is perplexing a small townhouse community in Fergus, Ont.
Twins from Toronto were Canada's top two female finishers at this year's Boston Marathon
When identical twin sisters Kim and Michelle Krezonoski were invited to compete against some of the world’s most elite female runners at last week’s Boston Marathon, they were in disbelief.
Mystery surrounds giant custom Canucks jerseys worn by Lions Gate Bridge statues
The giant stone statues guarding the Lions Gate Bridge have been dressed in custom Vancouver Canucks jerseys as the NHL playoffs get underway.