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
Pearson gold heist suspect arrested after flying into Toronto from India
Another suspect is in custody in connection with the gold heist at Toronto Pearson International Airport last year, police say.
Justin and Hailey Bieber are expecting their first child together
Hailey and Justin Bieber are going to be parents. The couple announced the news on Thursday on Instagram, both sharing a video that showcases Hailey Bieber's growing belly.
From outer space? Sask. farmers baffled after discovering strange wreckage in field
A family of fifth generation farmers from Ituna, Sask. are trying to find answers after discovering several strange objects lying on their land.
B.C. man used Bobcat as 'weapon' while chasing away homeless people, judge says
A B.C. man has been convicted of assault with a weapon after using a skid-steer Bobcat to chase two homeless people from his lawn, injuring one of them in the process.
Debate on abortion rights erupts on Parliament Hill, Poilievre vows he won't legislate
A Conservative government led by Pierre Poilievre would not legislate on, nor use the notwithstanding clause, on abortion, his office says, as anti-abortion protesters gather on Parliament Hill.
Ontario family receives massive hospital bill as part of LTC law, refuses to pay
A southwestern Ontario woman has received an $8,400 bill from a hospital in Windsor, Ont., after she refused to put her mother in a nursing home she hated -- and she says she has no intention of paying it.
Miss Teen USA steps down just days after Miss USA's resignation
Miss Teen USA resigned Wednesday, sending further shock waves through the pageant community just days after Miss USA said she would relinquish her crown.
'Nobody should be getting away with murder': Grieving mother speaks out after son killed in North Preston, N.S.
A grieving mother is speaking out after her 36-year-old son was shot and killed in North Preston, N.S., Wednesday night.
Toronto-area dessert shop featured by Keith Lee forced to move after zoning complaint
A small Ajax dessert shop that recently received a glowing review from celebrity food critic Keith Lee is being forced to move after a zoning complaint was made following the social media influencer’s visit last month.
Local Spotlight
Wilfrid Laurier football player drafted despite only playing 27 games in his entire life
A Listowel, Ont. man, drafted by the Hamilton Tigercats last week, is also getting looks from the NFL, despite only playing 27 games of football in his life.
Toronto-area dessert shop featured by Keith Lee forced to move after zoning complaint
A small Ajax dessert shop that recently received a glowing review from celebrity food critic Keith Lee is being forced to move after a zoning complaint was made following the social media influencer’s visit last month.
'Oh Crap!' New exhibit at Canada Science and Technology Museum explores human waste
The Canada Science and Technology Museum is inviting visitors to explore their poop. A new exhibition opens at the Ottawa museum on Friday called, 'Oh Crap! Rethinking human waste.'
Regina police hope new biometric monitoring system will save lives in detention facility
The Regina Police Service says it is the first in Saskatchewan and possibly Canada to implement new technology in its detention facility that will offer real-time monitoring of detainees’ vital health metrics.
Vancouver and Edmonton's mayors bet on who will win Round 2 of the playoffs. Here's what's at stake
The stakes have been set for a bet between Vancouver and Edmonton's mayors on who will win Round 2 of the Stanley Cup playoffs.
'No other life taken': Mother leads ATV helmet drive to honour daughter's legacy
A grieving mother is hosting a helmet drive in the hopes of protecting children on Manitoba First Nations from a similar tragedy that killed her daughter.
Northern Ont. woman makes 'eggstraordinary' find
A chicken farmer near Mattawa made an 'eggstraordinary' find Friday morning when she discovered one of her hens laid an egg close to three times the size of an average large chicken egg.
P.E.I. lighthouse, N.B. river spotlighted in Canada Post series
A P.E.I. lighthouse and a New Brunswick river are being honoured in a Canada Post series.
'It looked so legit': Ontario man pays $7,700 for luxury villa found on Booking.com, but the listing was fake
An Ontario man says he paid more than $7,700 for a luxury villa he found on a popular travel website -- but the listing was fake.