Reviews

Review Details

• Review fromKatie W

  Date: 08/10/2023

  1 star
  Limehouse and Son’s Inc took unauthorized payments out of our account and refuse to provide my husband and I with a receipt of service or where we signed up to have the work completed.
  We’ve tried to work with Limehouse and Son’s but they refuse to refund our money back.

  Limehouse & Sons, Inc.

  Date: 11/13/2023

  This complain is part of what has become an ongoing situation we have worked hard to resolve. The complaint is not an accurate representation of the entire story in play and does not adequately reflect the efforts we have made to appease this client. She has left reviews in multiple places and has made it appear as though we are not working with her or responding to her, which is simply not the case. We have had numerous conversations with both the client, her husband and the pool company we were working together with.
  Katelyn initially left a review on ****** and ********, claiming that we charged her a drastically higher price than was originally agreed upon. Our response to her at that time was as follows:
  “Unfortunately, our crew was only in contact with your pool contractor ****** ******. We did not speak with you directly when setting up the job, about the cost of our services and so we honestly have no idea what **** Pools communicated to you. Our cranes are always rented at an hourly rate, as we sometimes do not have control over how long a job will take, due to circumstances out of our control, such as the ones you mentioned above. We have never agreed on a set fixed rate, because of the nature of this business and the varying time jobs can take. We do our best to quote how long we think something will take but cannot commit to an exact amount of time. We definitely did not communicate a set price.
  We have worked with this contractor before and he is well aware of our policies and procedures. We are deeply sorry if your contractor misrepresented us or miscommunicated to you about the cost of this job. We do our very best to provide quality services at reasonable prices. Since your contractor is the one who contacted us and set up this job, he is the one who we were communicating with and he should have been communicating with you.
  We hope that you'd consider adjusting your review of our company and perhaps redirecting your concerns to your contractor as it seems the problem in communication lies with him. Please feel free to reach out to our office if you have any further questions or concerns. We are again very sorry that the cost of the crane was more than your contractor prepared you for and we do appreciate your feedback on this situation.”
  Following this, she took the pool contractor to small claims court and settled out with him there. Now that she has finished this process, she has come back to the internet and is leaving reviews such as this one, about us. After receiving this feedback we reached out to the client and the pool contractor to see if a meeting in person might be a better option, so that there could be clear communication about what transpired. Unfortunately, the attorney of the pool contractor advised him to have no more communication with the client since they had already settled in court.
  Limehouse and sons did not remove ANY funds from this client’s account without their authorization. At the time that payment was needed for the crane, the client opted to pay us directly, instead of paying the pool contractor. Our sales dispatch, Trey, spoke with the husband, who authorized the full payment which was verbally discussed AND which was on the invoice provided to the client. It was clearly explained that this was an estimate that could vary depending on the scope of the job, as stated above. A credit card number was given, and it was also explained that there would be a 2% credit card fee added to the transaction as well.
  When it was time to run the card, the payment would not go through due to a daily limit. Trey again spoke with the husband and they agreed to divide the payment into two parts over 2 different days. The client authorized the exact amount and, again, this amount was on an invoice that was provided to the client.
  Both payments were processed. Afterwards, the wife, Katelyn, called us, angry and said these payments were never authorized by her and she manages the family finances.
  Limehouse and Sons did not remove any funds from the client’s bank account. All we did was to charge the credit card number which was given to us, for the amount that was agreed upon verbally by the client, and which was reflected in the invoice provided to them.
  We work hard to always meet our clients’ needs and to conduct business in a clear, honest and transparent manner. We are very sorry that the client did not receive the experience they desired when it came to their pool installation, but our services were provided exactly as promised and payment was collected according to our agreement with the client, in the amount we discussed.