- Tonight ` an astronomical power bill. - So I was gobsmacked when I opened the bill and seen it was 8000. - That's $8000 for one month, but how? And could it happen to you? Plus ` - I'm sorry. (SOBS) - Possibly the best homecoming surprise ever. - (SOBS) - Just take a deep breath. OK. Let's go. Come on. - Wait till you see what happens next. Then ` sparking anger. - I think they're a big organisation, and they don't really care. (CHUCKLES) - Find out how this couple ended up paying $900 for a set of spark plugs. www.able.co.nz Copyright Able 2020 Tena koutou katoa. Welcome to the show. Now, no matter where you live in Aotearoa, or who you live with, the cost of power is something we can all relate to. - And it is certainly a constant source of your complaints to us. - Mm, but one family in Otautahi, Christchurch, has had a bill that can only be described as jaw-dropping for any household. Hadyn explains. - Welcome to Bishopdale in Christchurch, home to the soon-to-be-famous house that used six months of power in one day. Obviously it wasn't the solar lights. It wasn't too many cuppas or too much screen time making Belinda Foster's power bill explode. - Normally it starts at about $20, you know, but it was at $1000-and-something for one day. - Your ears do not deceive you. You were using... - Mm-hm. - $1000 electricity a day? - Apparently. - Belinda Foster's power bill for last month alone was $8000. - So I was gobsmacked when I actually opened the bill and seen that it was 8000. - According to her bill, she used 54,000 kilowatt hours or units; that's the power consumption of 11 homes. - I feel as though maybe someone had plugged in an extension cord and ran it down the whole street. (LAUGHS) - It's quite an achievement. Belinda does not even have a clothes dryer. - I mean, unless I'd done 500 loads of washing one day. (CHUCKLES) - At the start, it made Belinda laugh. - It was a big joke for bit, because each day it went up, I was sending screenshots to people to say, 'Hey, look!' - Now not so much. - I feel as though people need to be more... observant with their power. - Belinda's electricity provider is Orcon. She tried emailing them as soon as she saw the bill swelling. - I have a whole stack of emails that have been sent back and forth. 10, 15, maybe. It's mainly been phone calls. - The soundtrack of Belinda Foster's life is Orcon's hold music. (HOLD MUSIC PLAYS) - I've heard a lot of music, yeah, and most of it is terrible. - But still she persists. - I rang nearly every day last week, and I was just wondering if, um, a technician was gonna come out and have a look at my power meter any time soon? - Belinda says each time she rings, she has to start again. - I've had tickets added to my account that have been labelled urgent, but I'm still waiting. I keep getting put from person to person to person about the same issue, and every time they're surprised that I have a bill that high. - The worst, Belinda says, is when she ends up and their accounts department. - And they just say, 'Would you like to make a payment arrangement?' and it's like, 'No. 'No, I don't want to make a payment arrangement for this'. - Belinda kept trying to see the funny side, even after a month of trying to get a resolution. - It's my way to get through it. If I don't laugh, I'd probably be in a ball crying somewhere thinking, 'Hm, how am I going to pay this?' (CHUCKLES) - But her mood changed when she started getting payment reminders. Then a disconnection letter arrived. - So I was just wondering about the disconnection letter that I received, and whether or not my power would be switched off if I don't pay this. It's been so stressful; it's been crazy. - Like most New Zealanders, Belinda does not have $8000 spare for an errant power bill. - It's the largest thing that I've got going at the moment, and it's like, 'Wow, if I have to pay this, then what am I going to do for Christmas?' - Belinda Foster and her husband have two children. - We've had to sort of say, 'You can't have a bath tonight. 'We've got to` We've got to keep the power down'. - She works nights cleaning gyms. Her husband works days. This bill could end them. - I wouldn't be able to afford groceries or anything. I'd have to pay that bill, and... probably go bankrupt. (CHUCKLES) - Belinda says her bills skyrocketed when she switched electricity pricing plans and her meter was adjusted. So we called in local electrician Craig Herring. He looked and compared,... - That's the night rate number there ` 116. - ...ummed and ahhed,... - No, that's` that's right, isn't it? That lines up with that first reading. - ...and ultimately... - Baffled, yep. I'm just calling on behalf of a customer. - Craig then rang Wells, the company who altered the meter. - PHONE: So her power bill's now skyrocketing? - Yes. It went from average about 140 a month. It's gone up to $8500 a month. - Whoa! - Yeah. - (CHUCKLES) - Their advice ` to send another email. - We're clutching at straws a wee bit, but we'll` we'll give that one a go, yeah. - Linda has already done that, but gave it another try. We also got busy emailing and phoning Orcon's public relations company, and quickly Orcon said they'd freeze the bill and investigate. All righty. Are we ready? A day later, we had even better news for Belinda. - Hi, Belinda. How are you. - Good, thank you, Hadyn, and yourself? - I'm well, but I don't have an $8000 power bill. Then we had some news from Orcon. They are gonna put this right, including a credit to say sorry, and they will ensure that you power bill is correct. So you don't owe them $8000 any more. - It feels amazing. Obviously, with two young children, it would be a bit of a stretch to try and pay an $8000 power bill. Amazed. It's so fantastic to have it sorted and to know that I'm not going to have to worry about it. So honestly, thank you so, so much. - What are you going to do tonight with the family to celebrate? - Put the kids to bed early, and I may have a glass of wine. (LAUGHS) - Orcon says it was all their fault. - We are really sorry about this and have apologised to Ms Foster. We dropped the ball here. A new meter was not set up properly on our end, and we were recording incorrect power usage. We are conducting an internal investigation into why this case took so long to get to our specialist team. We've been talking to Ms Foster about ways we can put this right, including a credit, and we'll ensure her power bill is correct. - Belinda's new bill is back to normal. - Awesome. I'm so excited about that. - Because sometimes normal can really be great. - Is it not really, really frustrating when people don't listen to you? - (GROANS) - Like, you've got something to say all the time and they just don't... You're` You're doing it now. - I am listening to you, and I'm thinking when you've got an $8000 power bill, and clearly it is wrong, and no one is hearing you. - Frustrating. - I mean, hopefully Orcon learns that listening to customers really is crucial to being a great service provider. - Oh, communication is so important in a marriage, in other situations, and especially when you're in the business of connecting people, and actually also when you've done something wrong. - Like, flooding inside my house that I'd bought for my family, my first home. - A botched roofing job led to this, so we go looking for answers. - Hello? (KNOCK ON DOOR) Anyone home? - And then have the absolute pleasure of being there when things are made right. - Oh my God. (BREATHES SHAKILY) Oh my God. Thank you so much. - Plus, later ` find out why this couple forked out $9000 for a set of spark plugs. - I think this is where Mazda got mixed up between correct thing and right thing to do. (ENGINE REVS) Assertive ` that's how I describe my driving. On the open road, you're aiming for about 10 to 15 above the road sign. Nah, nah, passengers don't get to call the shots. I'm the one driving, so I choose the speed. (WEATHER REPORT PLAYS ON RADIO) (ENGINE REVS) If you wanna drive, then you can drive. That's what I always fire back. They just don't understand how you can drive quickly and safely. If anyone tells me to slow down, I give them the same response every time ` my car, my rules. (ENGINE REVS) - Nau mai, hoki mai. Welcome back. It's fair to say 2020 has been a ` the boss wants me to say testing, but I'm gonna say crappy ` absolute crappy year in every single way possible, which is why our next story is super important. - Yes, because it turns out there really can be light, even in the darkest of times. Here's Hannah. - It was clear this was going to be a huge day for Renee. - I'm sorry. (SOBS) - She hasn't even made it up the driveway... - (SOBBING CONTINUES) - Just take a deep breath. - to see the massive renovations to her family's house. - OK, let's go? Come on. - (LAUGHS) - Today, Renee, her daughter, Ella, and son, Riley, are getting their first look at the two months of hard mahi done by Renee's friend and project manager, Connie King and her team. - When she walks through that door, everything that felt bad or negative will be gone. - Renee's house was badly water damaged, so Connie's guys had to do a stripped right back and start again renovation top to bottom. - Amazing. - New toilet, new bathroom, new walls,... - (EXCLAIMS) - ...new carpet,... - This carpet's amazing. - ...new curtains. - Cool, eh? It's like a brand new house, isn't it? (LAUGHS) - And a sparkling new kitchen. - Really nice. (CHUCKLES) Yeah, and I love the kitchen. Yeah, like, I love the benchtop. - And you like the dishwashing machine. What (?) - (LAUGHTER) - Is there any special reason? Are you normally on dishes? - Yes. Yes, you are. Yeah. - (LAUGHTER) - What was that like coming through that door? - Uh... Just it was a fresh start. Like, there was no tacky` no bad stuff there. Yeah, just nice and new beginning. - (LAUGHTER) - Today seems a long, long way from the terrible events almost two years ago, when a botched roofing job saw rain... - Pouring, literally pouring. Like, flooding inside my house that I had bought for my family. My first home, yep. SHAKILY: It was devastating. - Renee reckons rain poured into her house for about an hour before tarps were put on. - There was just water coming out of all of the light fixtures and through all the beams, like, all over the carpets, and... I was just crying. - And it got worse. Renee discovered she wasn't covered by her insurance company, Tower, because even though she told them she would be replacing the roof, she hadn't told them specifically when. - I feel like I've been burnt time and time again, and they've washed their hands of me as well. - Renee was also upset with West Coast Roofing, because even though the roofer, Gene Richardson, did return to finish the botched job, he then claimed and got paid out by his insurer, QBE. Renee got nothing. - The roofer had claimed the insurance money. - The roofer, Gene Richardson, seems to have completely washed his hands of any responsibility. Despite a number of phone calls and emails and even a house call looking for him... we found roofing supplies and building rubbish, but had no response. So we've given it a good go. Knocked on the front and back door. I think I can hear people in the house, but they're certainly not coming to answer the door. Gene Richardson has not explained why he messed up Renee's job so badly, and as a fellow tradie, Connie's not impressed. - I could never do that. I need to` If I make the mistake, I need to fix it. We really focus on, 'This is the problem. This is the solution. What can we do?' - Renee's plight did raise several thousand dollars on Givealittle and other viewers ` tradies ` offered to help, including lino from Flooring Extra in the toilet and bathroom. Connie's team did some of the work as freebies and mate's rates, but Renee's had to take out a large bank loan to cover this work and her legal bills. - Thank you so much for, like, all your hard work. Yeah, it's just amazing. - So while this is a wonderful day for Renee, she's still got a huge debt hanging over her head. But all that's about to change with the arrival of some special visitors. So these two gentlemen are here from the RSA. This is Jack and John. Jack's come all the way up from Wellington. John's a local chap, and they've got a pretty amazing surprise for you. - So, Renee, we heard about your plight. We're just so shocked by what happened to you. So here you go, mate. There's a letter there` - (EXCLAIMS, LAUGHS) - There's a letter there from our national president. - Thank you so much. - Oh, you're welcome. You're very welcome. Thank you for your service. What you've been through, it's the least we can do to try and help you out. - Thank you so much. Oh my gosh, I'm gonna die. Oh my God. (BREATHES SHAKILY) Oh my God. Thank you so much. They... are giving me $55,000 towards the renovation and refurbishment of my home. (SOBS) - Cool. - (GASPS) That's pretty much going to cover everything. - That` Yeah, that will cover everything. Yeah. - Excellent. - This is like my dreams have all come true. (WHIMPERS) - Do we have time then? - (SOBS) - The money's come from many small RSAs around the country. - They saw the` your programme, your Fair Go programme that` where the house was leaking. They said, 'Well, let's help this young soldier out'. Renee has served her country. She's done her bit and, uh, been overseas on deployment, left the children behind. You know, not all veterans are... are old men with walking sticks. - (LAUGHS) - These are people who serve their country as well. - So it's one way of paying them back... - Yeah. - ...is to do this sort of thing. - I definitely love my job. - And this soldier, who's used to roughing it, has already decided how to spend her first night in the house. - But tonight I'm going to stay here on my own and... (CHUCKLES) light the fire, and then have a bath in my bath for the first time. - SOFTLY: Wow. - So just try to enjoy everything and celebrate. I would like to sleep on the carpet probably. (LAUGHS) - Daughter, Ella, though, has other plans. - You just want to eat those chocolates, eh? (LAUGHS) - (EXCLAIMS) For Jack and John from the RSA,... (CAMERA CLICKS) - (LAUGHTER) - ...for Connie and her hardworking gang,.. - (LAUGHTER) (CAMERA CLICKS) - ...and for Renee and her family, it's been a wonderful and surprising first day of a brand new start. - It's gonna be amazing. Yeah. - (EXCLAIMS) That brings a little tear to the eye, doesn't it? - Wow. That's just wow. - Just amazing. The generosity of all of you ` all those businesses and, of course, the RSA. It's just absolutely incredible. - In more positive news, QBE, the insurance company that paid out Gene Richardson, well, they've just reached a confidential settlement with Renee. So Renee can now put all this behind her, and just enjoy her flash new house and that carpet. - Brilliant. Yeah, so good to hear, because mistakes do happen. The key is what you do next. - I'm not a technical expert,... - Me neither. - ...but as you can see, they're really quite mucky. - They might be small, but this set of spark plugs has caused big problems, and so has the garage that put them in. - I think they're a big organisation, and they really don't care. - Is she right? * - Nau mai hoki mai. Welcome back. Now we're looking at cars next, and what to do when they don't run as they should. - Yes, because it seems for many of you and for me, there's some mystery about how they actually work. - Mm, I'm not especially mechanically minded, but I do know when something's not working. - Fortunately that's why mechanics exist, but what happens when the experts get it wrong? Jordyn takes a look. - We're in Aotearoa's country music capital ` home to 13,000 people, a famous trout statue, and its lesser known ram counterpart. (COUNTRY MUSIC) Hey, Siri, what do you know about Gore? - SIRI: OK, I found this on the web for 'What do you know about Gore in New Zealand?' Check it out. - Check it out we did, from Fleming's Creamoata Mill, to the Hokonui Moonshine Museum. But that's not really why we're here. - (LAUGHTER) - Who goes first with these things? - Meet Jacqui and Clive Hutchins. Born and raised in the UK, they chose to move to Gore on a whim. - We... (CHUCKLES) We had our doubts with what we had done, but we've moved down here, and we` we love it. - 20 years later. - Yeah. - They've got no issues with Gore. It's further north in Dunedin where their problem began. - # Why can't you fix my car? # What kind of fool are you? - That's where they started having trouble with their family car while on holiday in the city in December. - So we took it into the Dunedin Mazda garage, and they came back and said, 'It's the spark plugs', and paid the bill. - 'Job done', they thought. But six months later, more car problems. This time they went to a local garage in Gore. - # Why can't you fix my car? # - They said, 'Well, we need to keep overnight, because the spark plugs are all carbonated'. - Which, if you don't speak mechanic,... - It means it's all black and sootied all around. I'm not a technical expert,... - Me neither. - ...but I've actually got the ones that they` they took out, and, as you can see, they're really quite mucky. - So these are the spark plugs? - Yes. Yeah. - The wrong spark plugs? - The wrong spark plugs that had been fitted... - Oh, yeah, they're all black inside. - ...by` by the Dunedin garage. - The Hutchins paid $315 to Dunedin Motors in December, then in June... - We'd paid $600 to the Gore garage to rectify their error. - That's $915 all up. The Hutchins thought Dunedin motors should pay the $600 Gore garage bill. It was their mistake they had to get rectified after all. But Dunedin Motors had other ideas, telling Jacqui... - READS: 'All I'm prepared to offer is a refund of your original invoice. 'I cannot offer anything further'. - That offer sounds pretty final, doesn't it? - Yeah. I think they're a big organisation, and they don't really care. (CHUCKLES) - Dunedin motors threw in an extra $100 petrol voucher. - (SIGHS) - But said it should have been given a chance to fix the problem. - I think this is where Mazda got mixed up between the correct thing and the right thing to do. The correct thing is they started quoting their consumer rights, and I think the right thing would have been to say, 'Look, we've inconvenienced you by $600. 'We'll give you the $600'. - We decided to give Dunedin Motors another chance to do what Clive considers the right thing. (PHONE RINGS) - Dunedin Motors say they were supplied with the wrong spark plugs, but they didn't want unhappy customers, so... Isn't it amazing what a call from Fair Go can do? Dunedin Motors later telling us in a statement... - We have dealt with Clive and Jacqui Hutchins in good faith. We felt our offer was fair at the time, as we had no control over what the independent garage charged. - And they wished Clive and Jacqui trouble free motoring in the future. - Wow. - That` that is fantastic. - Great news. - Yep. - So you're happy with that offer? - Yes, yep. Yep. - Yep, we're happy. - An apology would have been nice, but you know. Hey, you know, it's` it's good. - If you find yourself in the same boat or car as the Hutchins, remember, under the Consumer Guarantees Act, services must be carried out with reasonable care and skill. If something goes wrong, you have the right to ask the original service provider to fix it. But if the fix doesn't work, you can ask for a refund. As for the Hutchins, they can now focus on the bright side. - Well, at least you've got a souvenir. - Oh, indeed, yes. I'll make them as earrings. - (LAUGHTER) - Good story. Well done, Jordyn, for getting it sorted. - Yes, great story. - But, look, Jordyn, a small wardrobe note ` you don't have to dress like a country music star when you come to Gore. That's not the way to fit in. - Oh. - Like, that` the hat and that? It's too` It's over the top. You'll stick out. - Jordyn looked amazing. I don't think she stuck out at all. Look, before we go, we want to share a development in our story about earth bricks. - Yeah, a couple of weeks ago, Nic Purdom and Kerry Hammond showed us their crumbling Canterbury home. They're furious the Waimakariri District Council had granted it a code compliance certificate and they were looking for compensation. - Yes, well, the council seemed set in its decision to not offer any money, but after our story went to air, it agreed to meet again to reconsider. So Nic, Kerry and lawyer Adina Thorn were there to put their case forward. - Let's just hope there's a spirit of good` good will and compromise, and everyone has an opportunity today to move on with their lives. - We had the opportunity to ask them a lot of questions. They put forward a good presentation to us, so council will` have asked for a report from our chief executive, and, um, in the coming month or so, we hope to get that report to consider. - That's all? - Yep, that's all I've got to say. Have a good evening. Thanks for` Thanks for your time. - Now that is the sound of a flat 'no' becoming a 'maybe'. Let's hope it's on the way to a 'yes'. Waimakariri District Council, we are waiting and watching. - We are. - Well, that's it from us, but if you only caught part of the show, you can catch all of it, plus past episodes, and some handy consumer information on the Fair Go page on TVNZ On Demand whenever you want, because we're always here to help. - Our programme is all about you guys at home, your consumer aches and pains - no matter if they seem overwhelming, underwhelming, or somewhere in between. Please get in touch. - We're on Facebook and Instagram. You can go to our webpage, which is tvnz.co.nz, email us ` fairgo@tvnz.co.nz, or write to us ` PO BOX 3819, Auckland, 1140. - Thank you for watching. Now remember, Gore ` spelt with one 'R' but pronounced with five. - (LAUGHS) - Until next week ` - BOTH: po marie. www.able.co.nz Copyright Able 2020