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
BREAKING Alice Munro, Nobel literature winner revered as short story master, dead at 92
Nobel laureate Alice Munro, the Canadian literary giant who became one of the world's most esteemed contemporary authors and one of history's most honoured short story writers, has died at age 92.
Latest updates on air quality alerts, and when the smoke may reach Ontario and Quebec
Wildfires have led Environment Canada to issue air quality advisories for parts of B.C., Alberta, Manitoba, Saskatchewan and the Northwest Territories, as forecasters warn the smoke could drift farther east.
Are these Canada's best restaurants? Annual top 100 list revealed
The annual list of Canada's top restaurants in the country was just released and here are the places that made the 2024 cut.
Attack on prison van in France kills 2 officers, inmate escapes
Armed assailants killed two French prison officers and seriously wounded three others in an attack on a convoy in Normandy on Tuesday and an inmate escaped, officials said.
Steal a car, lose your driver's licence for 10 years under new Ontario proposal
Repeat car thieves may face lengthy licence bans under proposed changes to Ontario’s Highway Traffic Act.
$1.6B parts plant for Honda electric vehicle batteries coming to Niagara Region
A Japanese company has announced it will build an approximately $1.6-billion plant in Ontario's Niagara Region that will make a key electric vehicle battery component as part of Honda's supply chain in the province.
B.C. brings in law on name changes on day that child killer's new identity revealed
The BC NDP have tabled legislation aimed at stopping people who have committed certain heinous acts from changing their names.
Manitoba premier to visit areas impacted by wildfire
Manitoba Premier Wab Kinew will get a close-up look at the devastation from a large wildfire burning in northern Manitoba Tuesday.
Significant police presence as Israeli flag flies at Ottawa City Hall
The Israeli flag is flying at Ottawa City Hall today to mark the country's national day, with plans to hold a private ceremony to mark Israel's Independence Day. There is a significant police presence at City Hall, including security barriers outside the main doors.
Local Spotlight
Thieves caught on camera stealing pet chicken from North Vancouver backyard
A $200 reward is being offered by a North Vancouver family for the safe return of their beloved chicken, Snowflake.
Adopted daughter in the Netherlands reunited with sister in Montreal and mother in Colombia, 40 years later
Two daughters and a mother were reunited online 40 years later thanks to a DNA kit and a Zoom connection despite living on three separate continents and speaking different languages.
'Reimagining Mother's Day': Toronto woman creates Motherless Day event after losing mom
Mother's Day can be a difficult occasion for those who have lost or are estranged from their mom.
Chris Hadfield inspires youth musical in Sudbury
YES Theatre Young Company opened its acclaimed kids’ show, One Small Step, at Sudbury Theatre Centre on Saturday.
Ottawa pizzeria places among top 20 deep-dish pizzas in the world at international competition
An Ottawa pizzeria is being recognized as one of the top 20 deep-dish pizzas in the world.
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.
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.
Federal government bans watercraft from Manitoba lake popular with tourists
The threat of zebra mussels has prompted the federal government to temporarily ban watercraft from a Manitoba lake popular with tourists.
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.