Review Time
We have dealt with Tillie in an emergency and we have to say she has been absolutely brilliant! Extremely helpful, responsive and really went out of her way to help us out! Would recommend and use again!!
We have used CSG to maintain our domestic treatment plant for over ten years and, hitherto, they have been excellent.In July, however, a new engineer did the annual service and, when all was backing up and the power tripped 6 weeks later, he came back and it seems that, during his service, he had disconnected the drainage field pump. This had flooded the whole system and burned out the compressor. He fixed it, including a new compressor, and, after some protest by me, CSG agreed that this visit should not be charged.11 weeks on, this weekend, a horrible smell prompted me to inspect and I discovered that the water pipe to the compressor was not connected so untreated sewage was being pumped into my drainage field. I reported this to CSG today and was told that the engineer was sure he had left it properly fixed and that it was a normal problem for this pipe to become disconnected. Thus CSG was not at fault and would book him back to me at their normal call-out rate of £260 plus parts.I suggested this was not satisfactory and asked that the engineer manager call me back to explain. I am still waiting. I will be finding someone else to do the work going forward.UPDATE FOLLOWING RESPONSE FROM CSGIndeed, CSG did call two days later and, after considering again, still insisted that there was no fault by their engineer but they would send him back to fix it and waive the charge as a goodwill gesture. I responded that a third visit by a chap who had left it unserviceable twice before and insisted in both cases that it was not his fault, was not particularly useful, even if free. At a subsequent visit by Boxall Ward, its engineer showed me what the CSG man had done wrong and he fixed it properly.The issue is that I need an annual visit by someone who will check the equipment is working and take the worry off me for the next year. CSG seems to no longer provide this.
I gave CSG the opportunity to show a gesture of goodwill before writing this review — but it's clear that customer service and reputation are not their priorities.I contacted the company using their online form, clearly stating that the alarm was ringing on my wastewater treatment plant, and I needed help identifying and resolving the fault. The system is relatively new to me, and I had no prior experience with this kind of issue.CSG responded by recommending that the tank be emptied — a service they charged £236 for. When the driver arrived, I assumed he would address the fault, but he was not an engineer and couldn’t assist with the problem.I spoke with Customer Services, who confirmed that my message had clearly mentioned the alarm. I later spoke with the Telesales Team Leader, and explained that the issue I originally contacted them about — the alarm — had not been resolved. In fact, emptying the tank hadn’t made any difference, which to me meant their recommended service had been misdirected. The Telesales Team Leader offered to book an engineer, but said it could take 2–3 months for a visit. I asked her to escalate the matter to senior management and come back to me with a more reasonable proposal.That same day, I received an email offering — as a “gesture of goodwill” — a reduced engineer call-out fee of £249 + VAT (normally £374 + VAT). They also noted that this visit “could not guarantee a resolution” to the alarm issue, only that it would be the "first step" toward fixing it.In short, after already paying £236, they are now asking for an additional £298.80, for a service that might not even solve the problem. That brings the total to £534.80 — and the issue I reported from the start still remains.In my experience, CSG has been unclear, unhelpful, and costly. I won’t be using them again, and I suggest others to avoid at all costs. 55% of the reviews on Trustpilot are one star. That alone speaks volumes.
Appalling customer service. Spoken to numerous people who don’t track the conversation and give contradicting information, becoming aggressive on the phone when this is raised. Start every conversation as though there has been no previous communication, no call back or return communication as promised Outrageous callout fees for a 13 minute visit to create a simple offer. First negative review I have ever written but this has pushed me over the edge.
This company has no concept of customer service.After an emergency call out £420 to confirm my pump was dead, and being assured someone would be back ,it took a week to finally get an outrageous quote £1993 to replace the pump, to be paid in advance of ordering any parts, and possibly 1 to 2 weeks time scale. All this time the holding tank was filling and additional pump outs would be needed at £201 . This lack of urgency and indifference ,despite informing them i had recently had a heart attack, meant i sourced and fitted a new pump, Delivered overnight, at an all in cost of £550. Needless to say i will not be using or recommending this company.
I have been with CSG for over 19 years having had my septic tank twice yearly emptied and for the majority of that time with no problems until about 4 years ago when I had a phone call to put the payment on DD a young boy obviously recently employed by the Cirencester office could not process the forms so I paid late and then they never came out again which I have only just been told about.My gripe is simple the attitude of the accounts department with a lady who was not Interested in listening and very rude and aggressive, surely if you have been with a company for so long without any problems up until now someone in that organisation could take a view and accept some of the blame and introduce the DD and go from there.
I don't normally write reviews but felt I had to with the service I just received. Ive had so many issues with my tank and just didn't understand why. Dave helped me understand how the tank worked, in a language I understood and gave me some invaluable advice on what I should and should not be doing to help alleviate some of these issues. Above and beyond the service I would normally get and at a better price.
We booked CSG to come and empty our septic tank. The gentleman who arrived on the 3rd April 2025 was friendly and my husband and I chatted to him as he carried out his work; inquisitive to see what was done and listening to his advice going forwards with regards to maintenance having never had the tank emptied before. When he completed the work he told us he would turn off the pumps to verify the work was registered as having taken up less than an hour and ensure we didn't get a demurrage charge. He then chatted for several more minutes before taking a picture of the house to confirm his visit and departing. We both agreed he was excellent at his job and wouldn't hesitate to use CSG again.When I received an email with the attached invoice I was shocked to see an additional £40.00 charge for demurrage. My husband called on the 8th April and spoke with a girl in accounts who said she would look into it and call back. After several hours she hadn't returned his call so he called again and spoke with a receptionist who said she would ask her to return the call when she was back at her desk. Having still not received any call back my husband called again on the 10th April, and was informed the manager would call back later that day. She did eventually return his call and her tone was aggressive and dismissive from the start. My husband passed the phone to me and I repeated what he had already explained in his initial call: the driver blocked the road and had to move twice for other other vehicles, and he had informed us that his services had not gone over the hour. I also added that as the service was specific to a rural area they must be aware that there are consequences to parking in narrow lanes and that should be factored into their quotes and time limits. In addition we had moved our car off the drive before his arrival so there was no reason why he didn't park there. She told me that her driver claimed our drive was to narrow, which I assured her it was not. She said that she trusted all her drivers implicity but would on this occassion raise a credit note for the demurrage charge, and make a note on our account to not send the same driver for future services. I shared that I would only use CSG again if I had no other option, to which she replied "I won't bother adding a note then". She had no interest in hearing anything I shared and despite the fact I was the customer who had been treated unfairly, it was her attitude that was confrontational. As a final note, I asked her for the width of the tankers, which she implied she didn't know but having done some research it appears the standard width is 2.6 metres. Our drive is 3.96 meters, which confirmed her driver lied and is not to be trusted.
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Welcome to CSG, we're a nationwide waste management company. We specialise in household, and industrial waste management such as waste collection, waste treatment and recovery. Find out more about our services.
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