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:09/14/2023

  Type:Service or Repair 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.

  I unsubscribed to all email contact from this company and I am getting over 20 separate emails a day with random numbers for an address and @message.planuhub.com.

  Business Response

  Date: 09/26/2023

  I apologize for the inconvenience; I understand that high volume of unwanted emails can cause a lot of frustration, and I'd like to help explain the situation
  
  I see that ********************************* has unsubscribed from marketing content and promotional emails, which should have stopped. However, an active account still exists for ********************************* and receives invites, messages, and project updates from general contractors in the PlanHub network. The account is associated Airgas in ***** and listed with the same team as **********************************, the company profile was created in Aug2022. 
  
  I've turned internal notifications off for ********************************* as well. This should stop any invites or project status updates that *** previously crowded the inbox from continuing. 
  Please respond to ******************************* if issues persist or other needs arise and I will investigate further. 

• Initial Complaint

  Date:05/26/2023

  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.

  I contacted PlanHub to end the bombardment of emails on 5/24/23. I was told by their support team that I had been unsubscribed. The company has no option to unsubscribe built into their emails. I have since continued to receive emails and phone calls from this company. I have a free plan and do not wish to receive further communication from them.

  Business Response

  Date: 06/19/2023

  Customer's Statement of the Problem: 
  I contacted PlanHub to end the bombardment of emails on 5/24/23. I was told by their support team that I had been unsubscribed. The company has no option to unsubscribe built into their emails. I have since continued to receive emails and phone calls from this company. I have a free plan and do not wish to receive further communication from them. 

  Desired Settlement:
  No further contact by the business

  PlanHub Response:
  The User registered for a free account on 5/23/23. With the registration, the agreed upon terms and conditions stipulate that PlanHub can contact the user with information regarding projects and membership information include upgrade options. 
  The bottom of all PlanHub emails include an "unsubscribe" link which allows the user to stop emails at any point.
  The User did contact ********************** on 5/23/23. After discussing options, the User agreed to have her email notifications set to "OFF" which would stop the Project Invite emails that she was reporting the issue with. This would still allow her to access her free account without the need for project emails.

  PlanHub Resolution:
  We have unsubscribed the User from all email communications and have deleted her account. 

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20109756
  
  I am rejecting this response because: they removed me from their mailings and calls but had to delete my account to do so? So the only way to be a part of their system is to receive a ridiculous amount of calls and emails? I want a resolution for ALL users of their platform - they need to integrate an unsubscribe feature into their emails and have options when signing up to opt out of emails and calls.  They can't solve this issue by just deleting accounts.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/25/2023

  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.

  PlanHub has flooded our company inboxes with unsolicited bid invites. Given the abundance of links in the emails, we have advised our employees not to click on any links nor trust any unsubscribe links. We gave no authorization to them or any 3rd party company to share our addresses and do not want this "service". If anything, this information was obtained from a data breach as the vast majority of these addresses would never even be involved in the bid process. Please remove all instances of AT ******* DOT com from your servers.

  Business Response

  Date: 06/19/2023

  Customers Statement of the Problem:
  PlanHub has flooded our company inboxes with unsolicited bid invites. Given the abundance of links in the emails, we have advised our employees not to click on any links nor trust any unsubscribe links. We gave no authorization to them or any 3rd party company to share our addresses and do not want this "service". If anything, this information was obtained from a data breach as the vast majority of these addresses would never even be involved in the bid process. Please remove all instances of AT ******* DOT com from your servers.

  Desired Settlement:
  No further contact by the business

  PlanHub ************************************ first registered with PlanHub in October of 2020. With the registration, the agreed upon terms and conditions allow PlanHub to contact the company with information regarding projects and membership information including upgrade options and new product information, even in the event that the company deactivated their account. Their account is currently in a deactivated status.
  The bottom of all PlanHub emails include an "unsubscribe" link which allows any particular user to stop emails at any point.
  The Company also has the ability to adjust / turn off their email notifications as well.
  If the User is unwilling to click the unsubscribe link, we always provide an option for them to call and allow us to assist them as well.
  The User nor any representative from this Company contacted us to resolve this issue for them. I can confirm that this particular user has already unsubscribed. 

  PlanHub Resolution:
  We have manually unsubscribed all current users and all current unregistered users. 
  There is still a potential that any Project Owner or Architect may choose to upload and send a Project Email invite to new users not currently known to us. If this occurs, please have those users click the unsubscribe link or call us to be removed. 
  We thank you for your patience and apologize for any inconvenience this has caused. 
  
  *************************
  PlanHub Customer Support Manager
  p: **************
  e: *************************************

• Initial Complaint

  Date:05/03/2023

  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.

  PlanHub is sending unwarranted emails on the daily, ***** times per day. I have requested, multiple times, to be removed from their database but still continue to get the emails. I, nor anyone within my organization has signed up to receive their emails. Please remove all email address in your database for @winsteadplumbing.com

  Business Response

  Date: 05/11/2023

  Thank you for bringing this to our attention.

  We have concluded our investigation into the matter.

  PlanHub obtained your company information from a partner that received your companies consent to share data for opportunities.

  During the investigation, we found that opportunity emails were sent to three addresses.

   - ************************** unsubscribed on 2023-04-25 13:25:03 EDT and has not received a project opportunity email since.

   - ************************** unsubscribed on 2023-05-03 15:26:48 EDT and has not received a project opportunity email since.

   - ************************* activated the Premier Membership on 2023-05-04 15:20:00 EDT and is receiving project opportunities as per membership.

  There are no other emails listed with this domain name that is receiving opportunities.

  PlanHub has not received multiple requests to be removed from ***** or the company. The only contact ***** has made with our company is on 2023-05-03 when she returned a phone call from our Solution Specialist ***** and left her a voicemail asking for the project opportunity emails to stop (which we confirmed as being stopped). We have received no other phone calls, emails, chats, nor correspondence from our website Contact ** page.

  If she is still receiving emails, we are more than happy to help determine the cause - it may still occur if she has old email addresses that are set with a forwarding rule that forwards emails to her (i.e. an old company domain forwarding into the current company domain).

  Customer Answer

  Date: 05/12/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/19/2023

  Type:Service or Repair 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.

  I have been receiving massive amounts of spam/ junk mail form a website/ business called "planhub.com". I've tried several times to unsubscribe/stop the spam from this company that i never signed up to. I get ***** in my box every day over the last week and would like the harassment to stop.

  Business Response

  Date: 04/20/2023

  ***************** did not contact us about the unsubscribe link nor contacted us about being removed. We have removed her from our distribution list and added the email to our global unsubscribe list
  

• Initial Complaint

  Date:04/17/2023

  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.

  I have no idea how I got into their contact database, but I am receiving emails multiple times a day about construction projects. We don't do construction.I have followed the link and unsubscribed almost a dozen times and I still continue to receive their emails. I never signed up for this service and certainly never consented to receiving these emails. My next is a CANNSPAM violation report.

  Business Response

  Date: 04/17/2023

  In review our system, we have not received any request to unsubscribe link nor contacted us about being removed. However, our Customer Support team has accessed the system, removed them, and added to our global unsubscribe link.

• Initial Complaint

  Date:02/17/2023

  Type:Service or Repair 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.

  My business sells truck seats and about two weeks ago we started receiving emails, that have now become contestant, seeing is we want to bid on roofing jobs etc.I have made several attempts to reach the company to remove my email with no luck.

  Business Response

  Date: 03/21/2023

  To Whom It May ******************************* the electronic communications are being sent to ***********************, who is no longer an active employee of PlanHub. In order to ensure timely response, please update the email address to [email protected] will be the point of contact moving forward. As for the compliant by ****************** I mailed a response on March 14, 2023 and have attached the letter for your review. In addition, I am attaching another response letter that was mailed to the BBB for your reference too. Please let me know if you need any additional information from me.
  
  Lastly, I did visit your website but there was not a place for me to respond online. Therefore, I had to send it via regular mail. 

  This message has been sent to Lynedra too.

  
  Best regards,

  *************************, Director, Human Resources

• Initial Complaint

  Date:01/30/2023

  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.

  I would like to report the company named Plan Hub, *****************************************************************************************************. They automatically take money out of your account to pay the subscription fee to have their service to construction contracts. I received a notice that I was going to be charged for the next quarter for the service. I called first thing this morning, which is a business day, Monday, 1/30/23, the email notice was dated yesterday 1/29/23. I called the billing phone line, I spoke to a man who could barely speak English, I asked him to cancel my subscription, and to not process the payment that I received the email about. I had already checked my banking institution and the transaction had not been processed. I even called the bank and they also told me the transaction had not been processed and did not appear in their system. The man from billing did not tell me his name, he refused to help me with anything, he refused to forward me, or to allow me to talk to anyone but him, he would not give me any other phone numbers to contact anyone, nor would he allow me to speak to a supervisor as I had asked. He told me there was nothing he could do for me. I hung up then called another customer service number, the same man answered again, did the same thing refused to help me at all. I tried a third call and was hung up on, the forth call I tried for the ******* line, low and behold a woman spoke English, she reassured me I would receive a phone call from *** and everything would not be a problem, he was very nice. Less than an hour later, no phone call, just an email from ***, telling me I would have had to let them know "30 DAYS in ADVANCE" to cancel. This is absurd, I want this service cancelled as of yesterday, and the payment revoked! They are just trying to get another $263.94 our of us. Absolutely NO **************** skills, they only want to sell, tie you into the fine print and take your money. I never received a contract from them, or anything that stated what he is telling me.

  Business Response

  Date: 07/17/2025

  
  
  PlanHub is reviewing previously closed complaints and has decided to maintain it's enforcement of policy that was agreed to by the customer at time of purchase.