There has been a new twist in the CTV News investigation into the charging practices of junk removal company 1-888-JUNK-VAN. The owner of the Vancouver franchise, Sharif Begg, contacted Steele on Your Side on Thursday to say he’s made mistakes and wants to win customers back.

"I'm very sorry that the public's not happy with our service,” Begg said. “We try to do the best we can, and we have been struggling many years, and finally made a decision that immediately we're changing this as of today.  We're only going by half the truckload and the full load. That's how we're going to bill our customers.”

The company’s previous practice of charging by weight had generated numerous complaints from customers who felt they were overcharged. When Begg called the CTV newsroom, consumer reporter Lynda Steele asked him what he had to say to those who felt he had taken advantage of them.

"My company's not shut down, the number's still operating, give us a call back, we'll investigate with the people that are the ones that have issues with it, and try to come with an immediate solution to help them out.  If it means a free pickup or take up a load for them, just to satisfy them, I’m willing to do anything to keep JUNKVAN going and I’m not giving up," said Begg.

CTV investigated 1-888-JUNK-VAN after receiving several viewer complaints from customers who used an online coupon from the company and felt they were overcharged for services.

A CTV producer booked an appointment with the company after buying one of those $35 online coupons for 250 pounds of junk removal. Steele then gathered some junk and had it weighed in advance with a high quality digital scale, used by another junk removal company. The weight totaled 238 pounds, well below the 250 pound coupon limit.

We then called 1-888-JUNK-VAN with hidden cameras rolling. After loading up his vehicle,Begg claimed the junk weighed 689 pounds.

When Steele confronted Begg he put his junk van in gear and quickly drove off.

Later, we tracked down the founder of 1-888-JUNK-VAN in Ontario, Marcus Kingo. He admits to having problems with his B.C. franchise owner for years.

"I would have customers call me and say, listen you know, they picked something up that should have been three or four hundred pounds, and you know, they're telling me that it's 700 pounds, how can it be?" said Kingo.

Kingo says he is embarrassed as the founder of the company and feels awful with what has happened. He says he has sold his trucks and franchise to Begg a year and a half ago and is now out of the junk removal business.         

When Begg called on Thursday, Steele asked him if he felt he had made some bad decisions.

"I'm gonna be honest. I'm a first time business owner. I did make some mistakes. I've learned from my mistakes. I'm going to see what we could do better now, and I think because we'll come at it with a different approach, things would be a better result," he said, "We're not taking advantage of consumers. We're not doing weights anymore. I'm done with that. That's been an issue with the customers forever since I started, and I’m glad it's to my attention that we need to make changes to right it."

Vancouver police say they have now generated a file for investigators and unhappy 1-888-JUNK-VAN customers can forward any complaints to them.

"After watching the videos and all the emails that have come in, this does appear to be criminal in nature, there does appear to be that intent to defraud someone of money, so we've taken all those emails that we've received, they've been forwarded to officers to compile reports, and those reports will be forwarded to our financial crime unit," said Constable Brian Montague.

But no investigation has been launched and no charges have been laid.