Please help me argue this..! Can Euroloo do this?!

[glowingtwig]

I'll try and keep it brief but would really appreciate any advice/thoughts on this... I think I've posted in the right place?!

I booked Euroloo to come and empty our septic tank via phone last week. They said that they would be there within a week and I asked them to give me a call the day before so I could make sure I was in.

No call and no email and yesterday they turned up and I was out. Then I received a voicemail telling me that they were only going to refund 45% of the £180 fee because I wasn't in and it was classed as an 'aborted' visit.

I've had no joy on the phone so far... can they do this?! They haven't sent a confirmation email, no date given, no phone call in advance as agreed. Surely they can't think that people are going to wait in, twiddling thumbs for a week on the off chance they might show up.

The money has gone from my account and I'm on maternity leave- we can't afford to lose this money.

What can I do?

did you agree to any terms and conditions? do you have evidence that you asked to be called the day before, and they agreed?

(was any of this in writing, or just verbal?)

@CigarettesAndNoAlcohol thank you for your reply. Nothing in writing at all; no T&Cs, no receipt. But the agreement they would give a day's notice was verbal.
I think they record calls though, but no idea how to press for this.
The message saying they would refund only 45% was so casual! It's so much money and we had no idea the exact day they were coming!

Request a SAR (subject access request) on all data that they hold on you, including all calls.
Under ICO regulations, they are legally obliged to provide it.

Here are some practical tips on how to do the subject access request so that you can get access to the phone recording: ico.org.uk/your-data-matters/your-right-to-get-copies-of-your-data/preparing-and-submitting-your-subject-access-request/

When you get through on the phone there's a chance you might talk them into a return visit without the charge, if you explain you never received any reminders.

Thanks so much everyone... when we requested the SAR they backed down and they are now coming back to do the job and hopefully will actually give us notice this time.

A big thank you because I wouldn't have known about this before

That’s a good result!

when we requested the SAR they backed down and they are now coming back to do the job and hopefully will actually give us notice this time

There’s a surprise, the data would have clear shown these not given you a days notice as required - and they know this... they broke there side of the T&c and suddenly realise they can’t make it up with the SARs request

Make sure to never use them again & tell more people about your experience, I wonder how many people paid the charge for failed visiting without it being fair?!