Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/14/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5-15-2023 we signed an agreement with Construction Connect after speaking with sales member Dameon P****. We agreed to a one year use of their software, if did helped us as much as Dameon P**** said it would we would then talk about signing up for another year. The software did not fit our needs, Asked Dameon a few questions in June, 2023 on a few projects that he was unable to find additional information on but he did try hard to locate this information. We stopped using this software in June after those conversations, but tried to locate projects we was hearing about from other similar software with little success finding additional information on Construction Connect. on 5-15-2024 i noticed a email & charge on our credit card for Construction Connect. I called Dameon P**** about this charge. He stated that it was auto renewal and we would have to send an email 30 days before 5-15-24 to cancel the auto renewal. I was surprised by this since we spoke about one year of the software then we could about about weather we wanted to sign up for another year. He said there is nothing he can do & that it was not able to be refunded. We could cancel the renewal for 5-15-2025 but not any sooner. I also spoke with Morgan O******* our Customer Success Manager to which she stated the same that we can not be refunded for any of the recent charge. “Term and Non-Renewal: This order form shall renew for successive subscription periods of equal length and fees will be charged to you automatically using the credit card or bank debit payment instructions on file. If you wish to terminate your subscription as of the end of the initial term or any renewal term, you may do so on 30 days written notice prior to the beginning of a renewal term. Any notice of non-renewal will be effective at the end of your then-current subscription term. Products denominated as "one time" do not renew.” Morgan O******* Customer Success Manager Buyer beware of this company!

  Business Response

  Date: 06/21/2024

  
  Response to Complaint ID: #********

  
  06-21-2024

  
  Dear *********,

  
  Thank you for sharing *** ******* recent comments with us.

  
  In an effort to resolve this issue fully, we contacted the relevant internal parties for further information. Unfortunately, due to the federal holiday and a number of the parties being out on PTO or for medical reasons, we require more time to complete our review. We expect to receive all needed input by the middle of next week and will issue our response shortly thereafter. 

  
  We appreciate *** ******* continued patience as we work toward a resolution.     

  
  Thank you,

  
  Margie K***
  Director, Customer Advocacy and Content

  Business Response

  Date: 06/28/2024

  Response to Complaint ID: ********

  
  Dear *********,

  
  Thank you for forwarding *** ******* most recent complaint to our attention.

  
  Our records indicate that the annual contract with ***** *********** auto renewed as scheduled, on 5/15/2024.
  Written notification of this auto-renewal was sent via email to *** ***** on 03/16/2024.
  ***** *********** purchased a Project Intelligence data subscription on 5/15/2023 by signing a legally binding Service Agreement.

  
  As stated in the contractual terms and conditions, it is a 12-month data subscription that automatically renews 30 days prior to the
  next renewal term, unless written notice is provided no later than 4/15/2024. No such notification was given.
  “This order form shall renew for successive subscription periods of equal length and fees will be charged to you automatically using
  the credit card or bank debit payment instructions on file. If you wish to terminate your subscription as of the end of the initial term
  or any renewal term, you may do so on 30 days' written notice prior to the beginning of a renewal term. Any notice of non-renewal
  will be effective at the end of your then-current subscription term.”

  
  Also, due to the contractual terms of this subscription data service, subscribers cannot cancel the contract within the established
  contract term (05/15/2024 to 05/15/2025) and refunds are not provided.

  
  We regret that *** ***** hasn’t continued to find value in our software and as such, ConstructConnect has taken the step of
  canceling the auto renewal for ***** *********** contract scheduled for 05/15/2025.

  
  Should *** ***** wish to take advantage of any of our training during the rest of his contract, his dedicated Customer Success
  Manager, Morgan O*******, would be glad to assist him.

   

  
  Kind regards,

  
  Kelsey Erhart

  
  Online Content & Community Manager

• Initial Complaint

  Date:06/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Construct Connect automatically charged the amount below to our credit card to continue a service that we did not agree to or authorized. As per their requirements our office contacted our account representative Meghan Y**** on 3-21-24 to cancel the service and for a refund. She stated that her supervisor would have to do the refund and he would call back. Never heard back and contact her again on 3-25 and 3-26 with the same results. At that point, we contact our credit card company to dispute the charge and they removed it. On 5-25-24, the credit card company reinstated the charge after Construct Connect contacted them and stated we didn't follow the proper procedure for cancellation, which is to contact our account rep, which we had on multiple occasions. On 5-29-24 I contacted Construct Connect customer service to verify the cancellation/refund procedure and was told that I had to talk to my account representative to get the refund. At that time, they also gave me her supervisors email address. The call was transferred to my rep but she did not answer. On the same day I sent an email to my rep and her supervisor requesting the refund. I received no response. On 5-30-24 I sent another email to both parties asking again for a refund. no response. On 5-31-24 I sent the third request. I did receive a phone call back from her supervisor, Yeong W***. He stated that they had our refund "in the queue" but it could not be processed because of the dispute filed with our credit card company. I explained that the dispute had been closed, but he required that I forward proof. In a return email to them I included a synopsis of our conversation and proof that the credit card company dispute was closed. On 6-5-24 I sent an email requesting the status of the refund - I did not get a reply. We have followed the correct procedures and supplied the required information that they requested. I ask that the BBB assist us in getting a full refund.

  Business Response

  Date: 06/21/2024

  ********* *****
  Marketplace Resource Consultant
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  1 E. 4th Street, Suite 600
  Cincinnati, OH, 45205
  
  Response to Complaint ID: #********

  
  06-21-2024

  
  Dear *********,

  
  Thank you for sharing *** ********** recent comments with us.

  
  We did initiate a refund on 5/23/24 in the amount of $6,589.06 to go back to *** ********** **** account, ending in ********. However, as of 6/18/24, *** ********** chargeback (a request to decline the original charge to his **** account), had still not been reversed by the credit card company. When a customer initiates a chargeback, it typically takes 30-45 days for the bank to investigate and process a decision. As of today (6-21-2024), a decision is still pending.
  
  While we recognize and appreciate that *** ******** has received word from his **** account, per our process, we can’t issue a credit on our side until we receive that notification from them that no chargeback remains pending. As soon as **** notifies us directly, *** ******** will be credited back the $6,589.06 charge for Project Intelligence, our data subscription service.

  
  We will continue to monitor the ******** ******** account for news from **** regarding the closure of the chargeback, and we advise *** ******** to do the same. However, since we are 28 days into a possible 45-day chargeback resolution, it may take up to 17 days before we receive confirmation from **** and issue a credit, plus another 5-7 days for it to be reflected in *** ********** **** account.

  
  If he has further questions or concerns about his account, *** ******** should contact his dedicated customer service success manager, Meghan Y****. She can be reached at her direct number, ###-###-####.

  
  Thank you,

  
  Margie K***
  Director, Customer Advocacy and Content
  

  
  

  Customer Answer

  Date: 06/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** ********
  

  Customer Answer

  Date: 07/03/2024

  It has been over four months since we requested this account to be closed and over right at 30 days.

  We request an immediate refund at we have provided all documents required by them for the refund.

   

  Business Response

  Date: 07/18/2024

  ********* *****
  Marketplace Resource Consultant
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  1 E. 4th Street, Suite 600
  Cincinnati, OH, 45205
  
  7/18/2024
  
  Response to Complaint ID: ********
  
  Dear *********,
  
  Thank you so much for your patience as we worked to resolve *** ********** complaint.
  
  As of 7/17/2024, *** ********** refund has been issued by ConstructConnect. I’ve attached an image to this response that contains the refund number and additional details. Be advised, it can take up to 5-7 business days for the funds to be deposited into *** ********** bank account.
  
  Again, thank you for the time allowed to come to a resolution for *** ********. If he ever wishes to return to ConstructConnect as a customer, we would welcome that opportunity.
  
  Kind regards,
  
  Kelsey E*****
  Online Content & Community Manager

• Initial Complaint

  Date:06/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been contacting them since January 2024 to cancel our subscription but they are still charging us. 1/19/2024 Request to cancel. 2/2/2024 Cancel my subscription 3/8/2024 Cancel my subscription 5/10/2024 received an email: how are things going with Construct connect? Which I replied to cancel my subscription. 5/20/2024: Cancel my renewal. We made multiple phone calls,

  Business Response

  Date: 06/05/2024

  
  Response to Complaint ID: ******** 
  
  Dear *********, 
  
  Thank you for forwarding *** ******** complaint to our attention.  
  
  Upon further review, we have determined that *** ****** has made good-faith efforts to contact our company regarding the cancellation of her account.
  
  We have canceled the renewal of the ******* ******* ******* contract and will be issuing *** ****** a refund of her most recent payment of $1,016.50, the amount charged on 4/16/2024 for the 4th and final quarter of her 12-month contract. The credit for this charge should show up on her statement for the card she had on file with us, an American Express ending in ********, within 7-10 business days. 
   
  We want to thank *** ****** for her patience as we investigated this issue, and we would welcome the opportunity to have her as a ConstructConnect customer again in the future.  
   
  Kind regards, 
   
  Margie K*** 
  Director, Customer Advocacy and Content Marketing 
  

• Initial Complaint

  Date:05/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Construction Connect in April of 2024 charged my company's card on file over $7,000 without authorization. We used their services in 2023 and it did not produce as they had adversitied and we we not going to move forward with them in 2024. They did not have authority to renew my account and we emailed them specifically telling them we were not moving forward with them. Also, no one at my company agree to the amount set forth for 2024, which was almost double my cost in the previous year. In addition, I did not receive any notice of increase of the cost. Per their terms, they are supposed to give 30 days notice to any change in price, which did not happen. I have tried to contact they to resolve and no one will answer the phone or email on the charge and have tried disputing the charge with my credit card company. As of now, no results.

  Business Response

  Date: 05/30/2024

  ********* ***** 
  Marketplace Resource Consultant 
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana 
  1 E. 4th Street, Suite 600 
  Cincinnati, OH, 45205 
  
  Response to Complaint ID: ******** 
  05-30-24 
  
  Dear *********, 
  
  Thank you for sharing *** ********* comments with us. 
  
  After further investigation, our records indicate ************** *** was issued a refund on 5/2/2024 in the amount of $7,393.00 to the ********** ending in ******** (see attached - ****** ***********************************). We have also canceled the auto-renewal for the ************** *** contract scheduled for 04/18/2025.  
  
  In the event that *** ******* does not see a credit on his credit card statement, please have him contact his Customer Success Manager, Meghan Y****, right away so that we can process his refund in the form of a check. She can be reached by emailing *********************************.  
   
  We thank *** ******* for being a ConstructConnect customer and would welcome the opportunity to win his business again, should his needs change in the future. 
  
  Thank you, 
  
  Margie K*** 
  Director, Customer Advocacy and Content 
  
  

  Customer Answer

  Date: 05/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  The claim that we received a refund is incorrect.  There was a refund issued by my credit card company because I filed a fraud complaint but it was recharged due to the fact that the company pushed back so I have still been charged.  I will not consider this resolved until I am issued a FULL REFUND.

  
  
  Regards,
  
  ***** *******
  

  Business Response

  Date: 06/05/2024

  ********* *****
  Marketplace Resource Consultant
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  1 E. 4th Street, Suite 600
  Cincinnati, OH, 45205
  
  Response to Complaint ID: ********
  
  06-05-2024
  
  Dear *********,
  
  Thank you for sharing *** ********* most recent comments with us.
  
  As stated in our original letter, we did initiate a refund on 5/1/24 in the amount of $7,393 to go back to *** ********* ********** account, ending in ********. However, on 5/2/24, we discovered that *** ******* initiated a chargeback (a request to decline the charge with his ********** account), which has delayed our refund process. When a customer initiates a chargeback, it usually takes 30-45 days for the bank to investigate and process a decision. As of today (6/5/2024), a decision is still pending from **********.
  
  If ********** declines the charge, *** ******* will be issued a credit on his statement from them. If ********** approves the charge (doesn’t find it to be a fraudulent charge), then ConstructConnect will issue the refund. Either way, *** ******* will be credited back the $7,393 charge for Project Intelligence, our data subscription service.
  
  We will continue to monitor the ********* ***** ***** account for news from ********** regarding the chargeback, and we advise *** ******* to do the same. However, since we are 30 days into a possible 45-day credit window, it may take up to another 15 days at least for a credit to show up on *** ********* ********** statement. Again, either way, we will work to ensure that *** ******* is issued the refund he is seeking from our company.
  
  If he has further questions or concerns about his account, *** ******* should contact his dedicated customer service success manager, Meghan Y****. She can be reached at her direct number, ###-###-####.
  
  Thank you,
  
  Margie K***
  Director, Customer Advocacy and Content Marketing
  

  Customer Answer

  Date: 06/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  I will only consider this complaint closed once the refund is issue and the credit is applied to my account.

   

  
  Regards,
  
  ***** *******
  

  Customer Answer

  Date: 06/17/2024

  As far as I know, they have not.  I have submitted the a copy of the response from Construction Connect to them so that they will move forward and issue the refund.  Will advise but as stated, I will not remove my complaint until I have been issues a refund. 

  Business Response

  Date: 07/01/2024

  ********* *****
  Marketplace Resource Consultant
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  1 E. 4th Street, Suite 600
  Cincinnati, OH, 45205

  07/01/2024

  Response to Complaint ID: ********

  Dear *********,

  Thank you for sharing *** ********* most recent comments with us.

  On 5/2/24, Mr. ******* initiated a chargeback – a request to decline the charge with his ********** account. When a customer initiates a chargeback, it usually takes 30-45 days for the bank to investigate and process a decision. As of 6/26/2024, ********** has completed their investigation and approved the charge. This means ********** did not find the charge to be fraudulent.

  It is our intention to refund *** ******* back the $7,393 charge for Project Intelligence, our data subscription service, as an act of good faith.

  However, the necessary parties to facilitate and process this refund are out of office for the holiday. When they return and issue the refund, we will respond to Mr. ******* again and confirm the details of the refund. You can expect a response by 07/10/2024.

  We appreciate *** ********* patience as we work to resolve his complaint.

   

  Kind regards,

  
  Kelsey E*****
  Online Content & Community Manager

  Customer Answer

  Date: 07/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  As I have previously stated, the complaint will remain open until I receive the refund.
  
  Regards,
  
  ***** *******
  

  Business Response

  Date: 07/10/2024

  ********* *****
  Marketplace Resource Consultant
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  1 E. 4^th Street, Suite 600
  Cincinnati, OH, 45205

  7/10/2024

  Response to Complaint ID: ********

  Dear *********,

  We thank *** ******* for his patience as we work to address his complaint. I was hoping to have a detailed explanation of next steps, but the parties necessary to process those next steps are experiencing power outages due to Hurricane Beryl. I’d ask for one additional week to finalize *** ********* situation.

  We apologize for any inconvenience. And thank you for your continued patience!

  Kind regards,

  Kelsey E*****
  Online Content & Community Manager

  Business Response

  Date: 07/18/2024

  ********* *****
  Marketplace Resource Consultant
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  1 E. 4th Street, Suite 600
  Cincinnati, OH, 45205
  
  07/18/2024
  
  Response to Complaint ID: ********
  
  Dear *********,
  
  Thank you so much for your patience as we worked to resolve *** ********* complaint.
  
  As of 7/17/2024, *** ********* refund has been issued by ConstructConnect. I’ve attached an image to this response that contains the refund number and additional details. Be advised, it can take up to 5-7 business days for the funds to be deposited into *** ********* bank account.
  
  Again, thank you for the time allowed to come to a resolution for *** *******. If he ever wishes to return to ConstructConnect as a customer, we would welcome that opportunity.
  
  Kind regards,
  
  Kelsey E*****
  Online Content & Community Manager

• Initial Complaint

  Date:05/24/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Similar to other complaints, we have been charged a renewal fee for an unwanted product without warning. I reached out to customer support multiple times requesting that 1) terminate all future payments and 2) issue a refund for $1,147.50.

  Business Response

  Date: 05/31/2024

  Cassandra Blake 
  Marketplace Resource Consultant 
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana 
  1 E. 4th Street, Suite 600 
  Cincinnati, OH, 45205 
  
  05-31-24 
  Response to Complaint ID: ******** 
  
  Dear *********, 
  
  Thank you for bringing *** ******* complaint to our attention. 
   
  Upon further review of his account, we have determined that *** ***** had not used our software and that he had made good-faith efforts to contact our company regarding the cancellation of his account. 
  
  For these reasons, we have canceled the renewal of the ***** *********** *** ************ ********** *** (*** ***********) contract and will be issuing *** ***** a full refund of $1,147.50, the amount charged on 03/07/2024. The credit for this charge should show up on his statement for the card he had on file with us, a **** ending in ********, within 7-10 business days. 
   
  We want to thank *** ***** for his patience as we investigated this issue, and we would welcome the opportunity to have him as a ConstructConnect customer again in the future.  
   
  Kind regards, 
   
  Margie K***
  Director, Customer Advocacy and Content Marketing 

  Customer Answer

  Date: 05/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *****
  

• Initial Complaint

  Date:05/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 15th, 2024 my business credit card was charged $810 from Construct Connect. After reviewing my personal bank account, I reached out to the c***any customer success manager Jesse G*** on May 7th. I explained to Jesse that I did not authorize this charge and requested that it be canceled and refunded immediately. Jesse then emailed me a contract that was signed from October 2020 by a gentleman named Greg K***. I explained to Jesse that I did not authorize Greg to sign this form and requested a refund. There is no renewed contract and I do not utilize their programming. I have requested a refund of funds from 2023 and 2024. The total amount from 2023 is $3240 and for 2024 the total is $1620. I was informed by Jesse that I cannot get out of this contract until renewal in July and that I am still responsible for the account charges. I inquired as to why and still have yet to receive a satisfactory response. I would just like to be refunded ($4860) and have this account canceled out of my c***any name.

  Business Response

  Date: 05/13/2024

  
   
  Response to C***laint ID: ******** 
  05-13-24 
  
  Dear ********, 
  
  Thank you for forwarding *** ********* c***laint to our attention.  
  
  *** *********** purchased a Project Intelligence data subscription on 10/12/2020 by signing a legally binding Service Agreement.   Our records show that the annual contract with *** *********** was renewed on 10/12/2023. Written notification of this auto-renewal was sent via email to *** **** **** on 08/13/2023 (see *** *********** ******************). Our records also show that for the duration of the contract, both *** **** and *** ******* had access to and were subscribers to our data services (see Subscription Seat Assignments_*** ********************** and *** ******************* ********).  
  
  As per ConstructConnect’s contractual terms and conditions, *** *********** purchased a 12-month data subscription that automatically renews 30 days prior to the next renewal term, unless written notice is provided (in this case, no later than 09/12/2023). No such notification was given.  
   
  Given the nature of our contract, subscribers cannot normally cancel the contract within the established contract term (10/12/2023 to 10/12/2024). However, we have taken the step of canceling *** ***********’ contract going forward, including the final quarterly payment of $810 that was scheduled to be billed on 07/12/2024.  
   
  In the meantime, we hope *** ******* takes advantage of specialized training, provided to him at his convenience by his dedicated Customer Success Manager, Jesse G***, and we thank him for being a ConstructConnect customer. 
   
  Kind regards, 
   
  Margie K*** 
  Director, Customer Advocacy and Content Marketing 

  Customer Answer

  Date: 05/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* ********
  

  Customer Answer

  Date: 05/17/2024

  Hello, 

  *** **** did not have the authority to consent for contract renewal. He has not been an employee since 2021. Any correspondence from him is invalid due to this fact. 

  Business Response

  Date: 05/23/2024

  
  
  Response to Complaint ID: ******** 
   
  05-23-24 
  
  Dear ********, 
  
  Thank you for forwarding *** ********* most recent compaint to our attention.  
  
  After reviewing it with our team, we are holding *** *********** to the data subscription contract that was signed on 10/12/2020, per their Service Agreement.  While we understand that *** **** is no longer an employee of *** ***********, *** ******* also had access to our data services and that he signed into the service in July of 2022 and again in May of 2023. 
   
  We regret that *** ******* hasn’t continued to find value in our software and as such, ConstructConnect has canceled *** ***********’ contract going forward, including the final quarterly payment of $810 that was scheduled to be billed on 07/12/2024.  
   
  Should *** ******* wish to take advantage of any of our training during the rest of his contract, his dedicated Customer Success Manager, Jesse G***, would be glad to assist him. 
   
  Kind regards, 
   
  Margie K*** 
  Director, Customer Advocacy and Content Marketing

  Customer Answer

  Date: 06/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  I did sign into the account because I wanted to see the charges since the amount was doubled for what I was normally charged. *** **** never had authority to renew a contract. I would just like to receive a refund for 2024 of funds spent, as again I was not using this service and did not give anyone authority to renew. Can this please be resolved? 
  Regards,
  
  ******* ********
  

  Business Response

  Date: 06/21/2024

  
  Response to Complaint ID: #********

  
  06-21-2024

  
  Dear *********,

  
  Thank you for sharing *** ********** most recent comments with us.

  
  In an effort to resolve this issue fully, we contacted the relevant internal parties for further information. Unfortunately, due to the federal holiday and a number of the parties being out on PTO or for medical reasons, we require more time to complete our review. We expect to receive all needed input by the middle of next week and will issue our response shortly thereafter. 

  
  We appreciate *** ********** continued patience as we work toward a resolution.     

  
  Thank you,

  
  Margie K***
  Director, Customer Advocacy and Content
  

  
  

  Business Response

  Date: 06/25/2024

  After further review of the account and details, we will be moving forward with a refund to the reference account.  A refund of $2,430 has been processed to the credit card on file.  Please allow for up to 10 business days for processing.  
  
  
  Thank you,

  Alissa M******

  SVP, Contractor Customer Success
  

  Customer Answer

  Date: 06/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to c***laint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ********
  

• Initial Complaint

  Date:05/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/27/2024 we received an email with a receipt for an automatic payment of $2,014.50. We immediately called, left voicemails, and emailed customer service asking to close the account and for a refund. March 6th we are told we are supposed to work with Denise H******** as our rep so we emailed and called her multiple more times with no response. Finally a phone call was returned on April 16th where we were assured that a refund was coming and the account was closed, but someone would call me back the next day with confirmation. No phone calls have been made to us, answered on their side, or emails responded to until April 30th and I was told "This was resolved and closed April 9th." I responded that it was not resolved as we have not received a refund. I haven't had any further responses yet.

  Business Response

  Date: 05/03/2024

  
  
  
  
  
  ******** ********
  Marketplace Resource Consultant
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  1 E. 4th Street, Suite 600
  Cincinnati, OH, 45205
  
  
  05-03-2024
  Response to Complaint ID: ********
  
  Dear ********,
  
  
  Thank you for forwarding *** ******* complaint and supporting documentation to us.

  
  We investigated ***** **** ********** ***** account history and determined that we were in error. We recently made some changes to our refund policies and internal workflows, which caused a delay in their refund being processed.
  
  We have corrected this error today and have issued ***** **** ********** *** a full refund in the amount of $2,014.50, the amount charged on 2/27/2024. The credit for this charge should show up on the statement for the card on file with us, a ********** ending in ********, within 24-48 hours. A receipt showing the amount and date of his refund is attached for her records. Additionally, ***** **** ********** *** subscription with ConstructConnect has been canceled; they should not receive any further notices from our company.

  
  We want to thank *** ***** and her associates for her patience as we investigated this issue, and we would welcome the opportunity to have ***** **** ********** *** as a ConstructConnect customer again in the future.
  
  Kind regards,
  
  Margie K***
  Director, Customer Advocacy and Content Marketing

  
  

  Customer Answer

  Date: 05/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It's unfortunate we had to go to such extreme measures for a simple refund and closing of an account. 
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  Date:04/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom this may concern I have made numerous phone calls to cancel my service. They do not return my phone calls or acknowledge my phone calls. This started back in November of 2023. I have started emailing them and still no response. They will not quit billing my credit card.

  Business Response

  Date: 04/29/2024

  04-29-2024
  Response to C***laint ID: ********
  
  Dear ********,
  
  Thank you for forwarding *** ******* c***laint and supporting documentation to us.
  
  In addition to notifying ConstructConnect that he wanted to cancel his data subscription service with us, *** ***** disputed the charges with his credit card c***any on 2/25/2024 and a chargeback was initiated with our c***any at that time. As stated in the letter from ********, it can take at least 45 days (and as much as 60 days) for a disputed charge to be resolved with a vendor (in this case, ConstructConnect). Until the dispute had been resolved, we could not issue *** ***** a refund.
  
  We received confirmation today that the chargeback was dismissed and so we have issued a full refund to *** ***** in the amount of $1,152.90, the amount charged on 2/17/2024. The credit for this charge should show up on his statement for the card he had on file with us, a **** ending in ***************, within 24-48 hours. A receipt showing the amount and date of his refund is attached for his records. Additionally, his subscription with ConstructConnect has been canceled so he should not receive any further notices from our c***any.
  
  We want to thank *** ***** for his patience as we investigated this issue, and we would welcome the opportunity to have him as a ConstructConnect customer again in the future should his business needs change.
  
  Kind regards,
  
  Margie K***
  Director, Customer Advocacy and Content Marketing

  
  

  Customer Answer

  Date: 04/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to c***laint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *****
  

  Customer Answer

  Date: 05/08/2024

  Entering on behalf of the consumer per c***laint ID ******** that was closed as a duplicate to ********. 

   

  I had received through BBB from Construct Connect on a full refund. They have failed to refund my money to date. I'm wanting my full refund as stated in their response to the BBB.

  Business Response

  Date: 05/09/2024

  ******** ********
  Marketplace Resource Consultant
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  1 E. 4th Street, Suite 600
  Cincinnati, OH, 45205
  
  
  05-09-2024
  Response to C***laint ID: ********
  
  Dear ********,
  
  Thank you for forwarding *** ******* most recent c***laint to us. Attached is our original response to *** *****; his acceptance of our offer; and the resolution of this case.
  
  As stated in our original letter, we did initiate a refund on 4/29/24 in the amount of $1,152.90 to go back to *** ******* **** account, ending in ********. However, on 5/6/24, we discovered that it did not settle with *** ******* bank (*********) as that account had been deactivated so his refund was delayed.

  Since we were unable to issue a credit back directly to *** ******* **** account, per our process, we cut and mailed a check on 5/8/24 from our organization to the address we have on file for *** ******* c***any which is:
  
  ******* ****** * ***** ***
  *** ***** ****
  Shelby, NC  *****
  
  That check number is #*****, and he should see it in 7-10 days, depending upon USPS normal delivery schedules for first-class mail.
  
  If *** ***** has any further questions, or if he would like to reinstate his account, we ask that he call his Customer Success Manager, Yeong W**, at ###-###-####, and he will be happy to assist him.
  
  Kind regards,
  
  Margie K***
  Director, Customer Advocacy and Content Marketing

  
  

• Initial Complaint

  Date:04/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were told by the rep when signing up that we'd get lots of business from the platform. We noticed the it was very confusing and had a lot of information - yet none of it was useful. We were forced to signed up for a year so we did. They renewed our subscription without permission - our contract was not on an auto renew and stated that our account would only be valid from 3/31/23 and expire on 3/31/24. In Oct 2023 they sent an email saying that the billing info they had was expiring and we needed to contact them with the new payment which we did not do. We then received an email in Feb 2024 saying that our account was going to expire in March and to click here to pay for the following year. We did not do this because we were going to allow the service to expire. We received an email on March 31st that our credit card was processed again for the upcoming year which we did not authorize. We left a voicemail on 3/31 which was returned via email on 4/01 stating that they would not issue a refund. We then followed up by phone on 4/01 and 4/02 and both calls were not returned by our account rep (Christine T********) until we sent another email on 4/03. We were told that the manager would call us back within 3 days and then 5 days later, we still had not received a response from anyone at this company. We followed up again with the rep and was told that she'd remind the manager to give us a call. That last communication was now been more than 10 days that we were promised a call and have not heard back. This company processed our card without authorization and in addition they are now refusing to return our calls to correct the mater. In addition, the jobs posted were for years in advance with no drawings and no details and not yet up for bidding. We are out extensive costs from joining this platform over the past year and will NOT be continuing with this company.

  Business Response

  Date: 04/26/2024

  ******** ********
  Marketplace Resource Consultant
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  1 E. 4th Street, Suite 600
  Cincinnati, OH, 45205

  04-26-2024
  Response to Complaint ID: ********

  
  Dear ********,
  
  Thank you for forwarding *** ******** complaint to our attention.

  
  Upon further review of her account, we have determined that *** ****** had not used our software since September 2023 and that she had made good-faith efforts to contact our company regarding the cancellation of her account.

  
  For these reasons, we have canceled the renewal of the Tip Top Trough contract and will be issuing *** ****** a full refund of *** 2,480.98 (USD $1,969.03), the amount charged on 3/31/2024. The credit for this charge should show up on her statement for the card she had on file with us, a ********** ending in ***************, within 7-10 business days.
  
  We want to thank *** ****** for her patience as we investigated this issue, and we would welcome the opportunity to have her as a ConstructConnect customer again in the future.
  
  Kind regards,
  
  Margie K***
  Director, Customer Advocacy and Content Marketing

  
  

• Initial Complaint

  Date:04/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are an electrical company that ConstructConnect sold a yearly subscription to with everything promised. We were hoping to use the tool to find prospective jobs to bid on as well as jobs that we were bidding on to see who our competition was. I attended the training, had a one on one with one of their trainers and together we looked for current jobs that we were tendering. The trainer could not find even one of the jobs we were competing for. She told us that if we wanted these jobs entered we could contact their content team to add them - which makes no sense since this service is supposed to have them available for us to find. This company oversold their product. It has not met our expectations or our needs. I requested a refund and was told I can't cancel my membership. I am looking for a refund for a service they can not provide. I've emailed my account Rep - Christine T******** and was told she has no power to give a refund and was rudely reminded that we can't cancel our subscription for a year. I asked for her manager's name - Jonathan C****. I have emailed him as well and have been met with crickets. This is a lot of money to pay for a service that provides no value to our company and probably many other companies. I am requesting a refund. Regards, *****

  Business Response

  Date: 04/26/2024

  
  
  04-26-2024
  Response to Complaint ID: ********
  
  
  Dear ********,
  
  At ConstructConnect, we take our customers’ complaints very seriously and so started an investigation into this complaint as soon as it was received. 
  
  Our records indicate that the annual contract with Leading Edge Electric was executed on 2/21/2024, and *** ** signed a legally binding Service Agreement with our organization. As stated in the contractual terms and conditions, it is a 12-month data subscription that would next renew on 2/21/2025.
  
  Upon further examination of his account, we do see that *** ** was taken through our onboarding process, which he completed on 3/22/2024, and he also received additional, 1:1 training about how to best use his data subscription on 4/17/2024. During that training, *** ** and our professional trainer were unable to find tenders in his area that met his specific business needs. However, new projects are added to our system daily, and it is possible that *** ** would find suitable projects in the future, should he choose to use our system again. 
  
  Based on the above information, at this time, ConstructConnect is offering a partial credit to *** ** of 50% of his original contract or CAD 1,230.22 (USD $900.01). If *** ** agrees to these terms, he needs to reply to this offer in writing at which time we will initiate the credit back to the card with which he made his initial payment, a **** ending in********. That credit should then appear on *** **** statement within 7-10 business days.
  
  Additionally, *** ** is encouraged to sign up for additional training with any of our professional staff during the remainder of his contract (up and until 2/21/2025). His dedicated Customer Success Manager, Christina T********, would welcome the opportunity to schedule this for *** ** at his convenience.
   
  Kind regards,
  
  Margie K***
  Director, Customer Advocacy and Content Marketing
  

  Customer Answer

  Date: 04/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please refund my Credit card the 50%. 
  
  Regards,
  
  ***** **