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.
