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:08/06/2025

  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.

  This company does not "vet" the information that they post. They have included our domain - ******************* - on SEVERAL bids made by other companies of the same name. I contacted them in October 2024 and #1 they were EXTREMELY difficult to get ahold of and #2 ASSURED me the problem would be corrected. I just received a phone call from a contractor who wanted us to "work with" him on a project that "we" bid on. I should not be fielding calls for services we don't provide because **************** cannot figure out that a person who works at a completely different company does NOT use our domain name in their email address. They are ALSO doing a major disservice to their clients by providing false information. I am EXTREMELY frustrated. I need **************** to do a completely scrub our domain name from their website.

  Business Response

  Date: 08/22/2025

  ****************
  **** ******* ***** ***** ***
  *********** ** *****
  
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  1 E. 4th Street, Suite 600
  Cincinnati, OH 45205
  
  08-22-2025
  
  Response to Complaint ID: ********
  
  
  Thank you for bringing this matter to our attention. We understand the
  importance of ******* ********' concerns and appreciate the opportunity to respond. Following receipt of this
  complaint, we conducted a thorough review in collaboration with the manager of
  our Content Management team, and we are in need of further information from *******
  ******** at this time.
  
  Our investigation confirmed that **************** does
  not have any company or contact record in our system associated with the domain
  “********************.”
  
  We were able to identify
  the company record for ******* ******** in **********, but none of the contacts
  of this record contain the “********************” domain. The email address on
  file for that record is “******************************”
  which aligns with the contact information publicly advertised on their website.
  The company record for ******* ******** in ********** is associated with three
  active projects in our system, each supported by documentation: in two cases
  ******* ******** appeared on plan holders lists, and in the third, they were
  listed by the architect as the awardee.
  
  We are hoping *******
  ******** can forward a request they received that originated from ****************.
  Was there a particular project name or ID number referenced in any email they
  received? This information would assist us in tracking down the erroneous information
  and correcting it.
  
  **************** is
  committed to the accuracy of our data and we remain
  available to work directly with ******* ******** should they wish to provide
  additional details.
  
  Kind regards,
  
  K***** E*****
  Online Content & Community Manager
  

  Customer Answer

  Date: 08/22/2025

  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 received an emailed response 8 days ago, but the pages I referenced still show our domain name used in email address for people from OTHER COMPANIES with similar names that may have bid on projects. We don't have an account because we don't bid on jobs. The issue is not that you have our direct company information, it is that you have used our domain name in email addresses for people that DID bid on project but DO NOT WORK HERE. Vendors that use your services see our domain name used in an email, ****** that email domain name, find our company, and call or email me about a job we have nothing to do with. Because we do not have an account it is EXTREMELY difficult for me to view the pages that have our information. If I ****** "******************* ConstructConnect" it will pull up the two pages that I linked in the email that I sent to you, within seconds the pages blur out and a pop up wants me to sign in to view it. I just pulled up both links today and our domain name is listed as the email address for 4 people; three on one page (if you ****** those people they work at a company with the same name but a completely different domain) and the other page has no name, it says "project estimator." They all say their email address is ************************. THAT is entirely what this complaint is about. THAT is what we need removed. It is not my issue if you do not have the proper email addresses for those people. It is my problem that you have listed our domain name as their email address, because it is incorrect and I am being inconvenienced.

  I have uploaded the email chain that began when I first discovered this last year.
  
  
  Regards,
  
  
  
  ******* ********
  
  

  Business Response

  Date: 08/22/2025

  ConstructConnect
  3825 Edwards Road, Suite 700
  Cincinnati, OH 45209
  
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  1 E. 4th Street, Suite 600
  Cincinnati, OH 45205
  
  08-22-2025
  
  Response to Complaint ID: ********
  
  We appreciate the additional clarification ******* ********
  has provided, and we remain committed to fully investigating this matter.
  
  We carefully reviewed the explanation, as well as our
  internal records. After an investigation from the manager of the Content Team,
  the team lead of the Content Team and myself, our system does not contain any
  company or contact records using the “********************” domain. However, other
  contacts exist in our system with similar but distinct domains, such as “@ABC*******************”
  which may explain some of the confusion. It could be possible that customers of
  ConstructConnect see a “******* ********” from a completely different city or
  state listed on a project, and write an email to someone at ********************
  themselves. Is there a particular contact at ******* ******** of Sacramento
  that frequently receives communications about projects at ConstructConnect?
  Could they share who this is? Perhaps these additional details will corroborate
  this or another theory.
  
  To reiterate, ConstructConnect has no records of an
  ******************** email address anywhere within our system.
  
  Is ******* ******** able to resend the email chain they
  referenced, as it did not attach to the correspondence we received? Having that
  documentation will allow us to replicate what they are seeing and confirm
  whether any corrective updates are necessary.
  
  ConstructConnect will continue working with Pacific
  Builders to ensure any inaccuracies are properly addressed.
  
  Kind regards,
  
  Kelsey E*****
  Online Content & Community Manager
  

  Customer Answer

  Date: 08/25/2025

  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 have forwarded the email again. I tried to include it as an attachment here but it's not the right type or too large. I will copy and past it at the end. Please open this link in your browser: **************** You will see you have 5 people listed as bidders on a project. The first one says "*** *********" and his email address domain listed as ********************. This is very wrong. According to "**** info" he actually works for the ******* ******** in ******, which you will see later you do seem aware of, as ONE of the email addresses on this page is actually correct.The next person is *** and you have no email for him. The third is "**** ********" that person actually also works for the ******* ******** in ******; their website has no email address, but their domain name is pacificbuilders-******.com, but you have listed his email address ********************, which is again, us, not him. Your fourth person is "**** ********" which is the brother of ****, but you, ironically, actually have his domain name for his email address correct. The last one is '**** *****," I don't know where he works, but it's not ********************, but that's what you have listed as his email address.

  The other page I found: **************** has 5 people listed who have bid on this job. The third one just says "Project Estimator" and you have the domain name for their email address as ********************. So, that's OUR domain name, listed next to not-an-actual-name, so who knows who bid on that project, but it definitely wasn't us.

   

  And in answer to your question, I answer the phones and our website email, and I'm the one fielding emails and calls from people who want to "work with us" on bids we didn't place, because that's not what we do. If someone is trying to contact those four people, they can see the domain name, ********************; all they have to do is ****** that, and they find OUR website, our phone # and our email, and they reach out to me. When I ask them if they saw it on ConstructConnect, the answer is always yes.

  These two examples are all I have, as we do not have an account (and again, because of that the page blurs out within seconds and it's difficult to copy & paste and I absolutely do not have enough time for a screen cap).

   

  
  Aug 6, 2025, 9:22?AM
  
  to Privacy, customerservice
  
  A YEAR LATER - STILL, our domain is listed as having bids on projects and I am getting phone calls from companies who want to subcontract with us. NONE of those people work here. There are like 4 other ******* ******** and our domain name - ******************* - will NEVER be correct. We don't bid on projects.
  PLEASE FIX THIS.
  This is the page:
  ****************
  Published September 11, 2023 at 1:38 PM
  Updated September 15, 2024
  Contacts
  8
  Contact Phone Email Address
  *** ********* ***** 
  ********************
  *** ********** ***** 
  @
  **** ******** ***** 
  ********************
  **** ******** ***** 
  ***************************
  **** ***** ***** 
  ********************
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  Date: Tue, Oct 15, 2024 at 10:31?AM
  Subject: Please correct your information
  To: <[email protected]>, <[email protected]>
  
  
  Hello,
  Our domain name is ******************* and we are NOT bidding on ANY projects. I called you last week on the first day that I received 2 emails and 2 calls about it, because you have three people with our domain name in their email address, but those people don't work for us. It's this page:   ****************
  ALL those people work for the wholly unrelated ******* ******** in ******:   ****************
  They do not seem to have an email address on their website (unlike us). Have you tried their ******** accounts?
  At the very least, please delete their email addresses with our domain name so I will stop getting calls and emails about a project we have no interest in.
  
  
  
  This is VERY difficult for me to do, since we don't have an account and the page blurrs out within seconds of opening it.
  I found a second page:
  ****************
  
  
  
  
  Contact Phone Email Address
  ****** **** ***** 
  ***********
  ***** **** ***** 
  ***********************
  Project Estimator (214) 
  ********************
  ***** ****** ****) 
  ***********************
  *** ******** ***** 
  ***********************
  
  

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

  Business Response

  Date: 08/26/2025

  ****************
  **** ******* ***** ***** ***
  *********** ** *****

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

  8-26-2025

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

  Thank you for forwarding the additional details provided regarding this matter. We appreciate the complainant taking the time to share specific examples, as this will assist us in our review.

  I have escalated this information to the manager of our content team and will be investigating the issue further. Once I have more clarity on reasonable next steps, I will provide an update.

  Kind regards,

  K***** E*****
  ****************

  Customer Answer

  Date: 08/26/2025

  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 am satisfied with the effort, but I cannot let this case close until our domain name has been wiped from their webpages.
  
  Thank you,
  
  
  
  ******* ********
  
  

• Initial Complaint

  Date:07/24/2025

  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 signed up for ConstructConnect around July 2024 with the hopes of finding more projects looking for drone services. Over this past year, I logged in a couple times and as time passed no projects were coming up with drone work so I gave up on the platform. I tired logging in a couple times leading up to the 1 year mark to make sure the software would not auto-renew. In the account settings it was nearly impossible to find a cancel button or a 'auto-renew' on button. So, with no luck I assumed it was not set up as an auto-renew account.
  
  Come July 1, my credit card gets hit with $2,612.90 charge from ConstructConnect. Of course at the time I was moving offices and traveling outside of state and this fell through the cracks. So a couple weeks later, I reached out to them to ask for a refund. Kevin F***** answers my call and has zero human empathy, almost like talking to a robot, just restating the 'policy is set' and 'you agreed to this policy when you signed up.'
  
  With zero willingness to work with me in any way the conversation ended. It was very clear to me they just want to steal your money and do not care about customer service or human to human interaction.

  Business Response

  Date: 07/31/2025

  Thank you for the opportunity to respond to this customer’s concerns.

  We’re sorry to hear about the frustration experienced regarding the renewal and cancellation process. ConstructConnect sends an automated renewal notification email prior to each renewal. In this case, the customer opened that email twice on the day it was sent. The message included a clear reminder of the upcoming charge, the renewal terms, and instructions on how to cancel if they did not wish to continue.

  As stated in our Terms and Conditions, all subscriptions are set to automatically renew unless canceled prior to the renewal date. The customer agreed to these terms at the time of initial purchase. We recognize that circumstances such as moving offices and traveling can make it easy to miss these reminders, but we do rely on timely customer action to manage subscription settings.

  Following the renewal, the customer disputed the charge. Our finance team reviewed the case, and the dispute was resolved in ConstructConnect’s favor, meaning the funds were retained. If the customer would like to submit a cancellation request for future billing, we are happy to process that and close out the account at the end of the current term.

  While we understand the customer did not find the value they were hoping for in their initial experience, we’d welcome the opportunity to provide additional training and support to help them better navigate the platform and identify opportunities relevant to their business. Our team is available to walk through search filters and workflow best practices to ensure they’re set up to get the most ROI from their subscription.
  

  We appreciate the feedback and will continue working to make our cancellation process as clear and accessible as possible.

  Kind regards,

  Kelsey E.
  ConstructConnect

• Initial Complaint

  Date:07/18/2025

  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.

  I am filing a complaint against ConstructConnect for not honoring my service cancellation request, which I submitted prior to the last contract renewal. They are enforcing service continuation until 2026, citing a 30-day notice clause, despite my timely communication.

  Business Response

  Date: 07/21/2025

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

  7/21/2025

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

  Thank you for allowing us the
  opportunity to address *** ********** concerns regarding automatic renewal of
  their ConstructConnect account.

  If the customer would please share
  the communication history with us wherein they requested cancellation, we’d be
  happy to take a closer look. Specifically when and how they communicated with
  ConstructConnect in regards to cancelling their account.

  Kind
  regards,

  Kelsey
  E.
  ConstructConnect

  Customer Answer

  Date: 07/28/2025

  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.

  
  

  
  

  Please find attached the original email that was sent to their customer support, as to which I did not get any response. Then second attempt was made through their web portal and submit a request
  
  
  I did try calling yesterday but couldn't get to the correct contact, the lady did provide me with a case # ********.  Request was sent it on 5/2/2025
  
  Regards,
  
  
  
  *** ********
  
  

  Business Response

  Date: 08/05/2025

  Thank you for your feedback. We appreciate the opportunity to clarify.
  
  Our records show that we did not receive a cancellation request until May 19, 2025, which was four days after the account renewed on May 15, 2025. Per our Terms of Service, cancellations must be submitted in writing at least 30 days prior to the renewal date to avoid automatic renewal. Meaning we needed to receive notification by April 15, 2025.
  
  Could *** forward the original cancellation email she referenced to [email protected]? Our support system did not generate a case or log any email received on May 2, 2025—the date shown in the screenshot, and we'd like to see why. We'd like to inform *** that the team member that monitors this email will be out of office from Thursday, August 7 to Tuesday, August 12.

  When further documentation becomes available, we’re happy to review it. In the meantime, we’d be glad to explore training opportunities or additional support to help get the full value from the service.

• Initial Complaint

  Date:07/08/2025

  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.

  This company has charged my account twice and credited only one account back after we advised them via phone call to cancel this subscription. They indicated an email was sent and auto renewal took place, it's unlawful to charge almost $800 every quarter for services canceled totaling in almost $3136 per year.
  Their site also provides no real contracts, most of the bids posted have either been awarded or out dated info. We never used their services in the previous year, this company is a complete fraud with almost 60 of the same complaints.

  Business Response

  Date: 07/15/2025

  7/15/2025

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

  Thank
  you for allowing us the opportunity to address this complaint and make things right
  with this customer.

  Is
  the customer able to clarify what action they are requesting that
  ConstructConnect take at this time?

  From
  the records of this customer’s account, I can see that a contract was signed on
  June 24, 2024, which states that the account will automatically renew if we do
  not receive notification by a certain date. In this case, May 24, 2025. At this
  time, the account is cancelled and this customer will not be charged again.

  I
  look forward to assisting the customer once they’re able to clarify what they
  would like us to do!
  
  Kind
  regards,
  Kelsey
  E*****
  Online
  Content & Community Manager

  
  

• Initial Complaint

  Date:07/02/2025

  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.

  I was charged on my ******** ******* Card for software that I did not authorize or sign up for. I reached out on multiple occasions to resolve the issue but have not been able to get a response. I was also charged for the services last year and was never able to log on to the portal and was given no option help to resolve that issue. I believe the company to be predatory and unscrupulous in there business activity on all my interactions with them over the phone.

  Business Response

  Date: 07/09/2025

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

  Thank
  you for providing us the opportunity to address this customer's concerns.

  We
  have reviewed the customer's account and the circumstances surrounding both the
  current year and prior year charges. After careful consideration of this
  matter, we have approved a refund for the current year's software subscription
  charged on June 28th for $4,786.56.

  Regarding
  the prior year charge referenced in the complaint, our records indicate that
  the service was provided in accordance with our terms and policies at that
  time. Our records also show that the customer did not attempt to access the
  software until halfway through the subscription period, and that we were unable
  to reach the customer to partake in our standard onboarding process. We
  maintain our position that the prior year charge was appropriate and properly
  authorized.

  We
  are committed to resolving customer concerns and appreciate the BBB's role in
  facilitating communication between businesses and consumers. We would welcome
  the opportunity to serve *** **** again should he choose to return to our
  business in the future.

  Kind
  regards,
  Kelsey
  E*****
  Online
  Content & Community Manager

  
  

• Initial Complaint

  Date:06/26/2025

  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.

  Did not want to renew subscription and they did an automatic withdraw out of our checking account. I was not aware that are renewal was coming up. They said that they sent me an email about the upcoming withdraw, but I did not see it or it went into my spam. The week we saw the withdraw, I contacted them and told them I wanted to cancel. They told me they would send it to higher ups to see if we could cancel and get our money back. It has been a month and I have contacted them numerous times without response.

  Business Response

  Date: 06/30/2025

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

  6/30/2025

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

  We appreciate the customer
  bringing this matter to our attention and we look forward to addressing the
  customer’s concerns.

  Is the customer able to clarify why
  they would like to cancel their subscription with ConstructConnect? We are
  interested in ensuring this customer receives their return on their investment.

  Our records indicate that we sent
  a renewal reminder email to the customer on March 28, 2025, at 7:32 AM. This
  email was opened by the customer on March 28, 2025, at 12:43 PM, confirming
  delivery and receipt of the renewal notification.

  The subscription agreement signed
  by the customer includes the following terms regarding renewals: "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."

  We are committed to resolving
  this matter promptly and are happy to assist the customer in removing them from
  automatic renewal for their next renewal on 5/27/2026.

  We value our customers and their
  feedback, and we appreciate the opportunity to address this situation.

  Kind regards,

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

• Initial Complaint

  Date:06/13/2025

  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.

  I am filing this complaint due to an unauthorized renewal of my subscription and the company’s failure to resolve the issue after multiple attempts.
  
  I clearly communicated my intent to cancel my subscription a full month in advance via both phone and email to their sales representative. Despite this, the company renewed my subscription without my knowledge or consent.
  
  The renewal was charged to my account on June 12, one day before the renewal due date of June 13, and immediately after I submitted a cancellation request.
  
  Furthermore, their website dashboard does not provide any option to opt out of auto-renewal or update/remove payment methods, making it extremely difficult to manage my subscription.
  
  This lack of transparency and disregard for my cancellation request is unacceptable. I have reached out directly to the company but have not received a resolution.
  
  Resolution Sought:
  I am requesting a full refund of the unauthorized charge, the immediate cancellation of the subscription, and confirmation that my payment information has been removed from their system.

  Business Response

  Date: 06/20/2025

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

  6/20/2025

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

  Thank you for bringing this to our attention and. At
  ConstructConnect, we strive to provide a fair and equitable renewal process, so
  take this feedback seriously and are committed to resolving this appropriately.

  To ensure we have all the necessary information, we kindly ask the
  customer to forward a copy of the email they referenced, which was sent prior
  to the renewal date. Once we receive this documentation, we will thoroughly
  investigate and follow up accordingly.

  We are committed to working with the customer toward a fair
  resolution.

  Kind
  regards,
  Kelsey
  E*****
  Online
  Content & Community Manager

  Customer Answer

  Date: 06/20/2025

  Better Business Bureau – Re: Complaint ID ********
  I have reviewed the business's response and must state that it does not resolve my complaint.
  As outlined in my original submission and the attached documentation, I made multiple good-faith efforts to cancel my PlanSwift subscription before it was renewed.
  On May 16, I emailed my assigned sales representative requesting clarification on the renewal fees. I received no response. This is critical because he was my only point of contact at PlanSwift.
  On May 19, I called the same sales representative and explicitly stated that I did not want to renew the subscription. This should be recorded in your system .
  On June 12, I submitted a cancellation request through PlanSwift Customer Support – Case Number: ********.
  Despite these efforts, the subscription was renewed on June 12, one day before the official renewal date of June 13, and without any confirmation or acknowledgment of my cancellation request.
  I was also never clearly informed about any “30-day prior notice” cancellation policy. If such a clause exists, it was not disclosed by the sales rep in any communication or during our call. This lack of transparency and failure to respond is unacceptable.

  To add further concern: I recently discovered that a third-party reseller offers the same PlanSwift product, including annual maintenance, at a significantly lower cost than what I was charged. This raises serious concerns about pricing integrity and customer fairness. Frankly, this might explain why I’ve had to fight so hard just to cancel a simple app subscription — something that should be straightforward. Otherwise, I wouldn't expect this level of resistance and confusion for what is a routine cancellation. It’s both strange and disappointing.

  To summarize:
  I emailed the sales rep on May 16 — no response.
  I called and clearly declined renewal on May 19.
  I submitted a formal cancellation request on June 12.
  The subscription was still renewed — a day early.
  I was never told about a 30-day advance cancellation policy.
  PlanSwift's communication and service have been unclear and unprofessional.
  I am requesting a full refund for the unauthorized renewal and a formal explanation addressing each of these points.
  

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

  Business Response

  Date: 06/27/2025

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

  6/27/2025

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

  Dear
  *********,

  Thank you for providing us the
  opportunity to address *** ********* concerns regarding his PlanSwift
  subscription renewal.

  Regarding the refund request, we
  must note that *** ******* has initiated a payment dispute through his credit
  card provider. In accordance with standard business practices and payment
  processor requirements, we are unable to process any refunds or account
  adjustments while this chargeback investigation remains active. We must await
  the completion of the credit card company's investigation process before any
  further action can be taken on this matter. Once the pending payment dispute
  is resolved through the appropriate channels, we will be better positioned to
  address any remaining concerns regarding this matter.

  We appreciate the BBB's role in
  facilitating resolution between businesses and consumers and remain committed
  to working within the established dispute resolution processes

  Kind
  regards,

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

  
  

• Initial Complaint

  Date:06/04/2025

  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.

  Like many other posters on here, I was underwhelmed by the product ConstructConnect offered, which probably explains their lack of trial period. Their answer has always been that I needed more training, but I have long expressed my dissatisfaction and wish to cancel.
  
  I reached out after my first annual cycle to cancel, at which point my account manager could not be reached, I sent an email a month after I was auto billed (June 2024) requesting an immediate cancelation. I had not received a response, so I called in January of 2025 knowing full well they would delay until the next auto-renewal. Sat on the phone with them requesting a cancelation in which I was told my next auto-bill cycle would be canceled for mid 2025.
  
  I have just received an Invoice for an increased price of $3,038 starting 7/6/2025, so given I am early on this, I feel all things considered, it is fair to cancel this invoice as well as my auto-renewal.
  
  Typically I would call/email, but since that has gotten me nowhere and Ive already spent thousands of dollars for zero results, I ask the BBB to investigate/enforce this request.

  Business Response

  Date: 06/12/2025

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

  6/12/2025

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

  Dear Cincinnati Better Business
  Bureau,

  Thank you for bringing this
  matter to our attention and allowing us the opportunity to address the
  customer's concerns.

  We have thoroughly reviewed the
  complaint and can confirm that the customer's cancellation request has been
  processed. The customer will not be charged for any future renewals, and no
  payment is required for the invoice referenced in the complaint. **** ********
  account manager sent emails confirming cancellation on October 8, 2024, January
  23, 2025, and June 4, 2025, and has sent an additional confirmation yesterday
  to ensure the customer receives this information.

  Thank you for allowing us the opportunity
  to relay this information.

  Kind
  regards,
  Kelsey
  E*****
  Online
  Content & Community Manager

• Initial Complaint

  Date:04/28/2025

  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 used their software and stopped using it. We called in and spoke to Jack, our rep, to cancel the software. Jack did not take off the auto renew. When we were billed fraudulently, we called immediately and spoke to Zack who said “you never cancelled. Too bad!”
  
  We escalated the call to Yong W** who assured us he would take care of the account. After 40-50 calls and no calls back, we are still attempting to rectify the issue.
  
  We have phone logs showing we called to cancel. We have emails. We cannot get anyone to call us back.

  Business Response

  Date: 05/09/2025

  ********* *****
  Marketplace Resource Consultant
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  1 E. 4th Street, Suite 600
  Cincinnati, OH, 45205
  
  5/9/2025
  
  Response
  to Complaint ID: ********
  
  Dear
  *********,
  
  Thank
  you for bringing *** ******** concerns to our attention and giving us the
  opportunity to respond.
  
  His
  account manager has submitted a cancellation and refund request to our
  management team, with the intent to issue a refund to the credit card on file. The
  managers responsible for approving this request are currently out of the office
  and will return on Monday, May 12. I will follow up on or after that date with
  confirmation of the refund.
  
  Kind
  regards,
  
  Kelsey
  E*****
  Online
  Content & Community Manager
  

• Initial Complaint

  Date:03/25/2025

  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 started on March 10th. I had a quick meeting before purchasing to go over some of the basics. I was told by the salesperson Logan that this is something that I would be able to use and I saw a lot of potential based off of the sole number of projects available under construction. My primary desire was getting owner information for new construction projects.
  
  We discussed the pricing on the website and went over how it says "199/mo" for professional but they actually don't do any monthly plans and that number is just an average. The lowest billing time frame they could do is quarterly billing. So thats what I did hoping that after some discovery on my own I could find out if this was actually something that would work for my company, because there is no free trial or anything. Over email he used the words "quarterly plan". Even though we discussed multiple annual prices based on billing, it was confusing but I had to pay a lot more to do the lowest billing frequency.
  
  I spend a whole day going through things and being disappointed with most the information that I actually needed having not been updated in years. I reached out to Logan who sold me on March 11th (next day) stating that it wasn't what I hoped and I wanted to cancel next quarter. He explained to me that he would push me on to an account manager. That was the last I heard from anyone until March 24. I had emailed Logan after that saying I hadn't heard anything to no response. Alan from their team called March 24 about trainings and I explained my concerns and that it's not working for me, He directed me to Karen with a phone number who I called and it went straight to voicemail. I left a message but that is all.
  
  I'm sure this software works great but it is no help to me. Not enough to justify the thousands I would have to spend to annually use it. The pricing feels sneaky, I was just trying to pay the lowest amount possible to be able to try it. I didn't want to get roped into a year contract.

  Business Response

  Date: 03/27/2025

  3/27/2025

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

  Dear
  *********,

  Thank
  you for making us aware of *** ******** complaint.

  ConstructConnect
  strives to maintain a transparent sales process, and we value *** ********
  feedback on that process.

  After
  discussing the situation with *** ******** sales representative, the topic of
  ConstructConnect operating under annual contracts was discussed with *** ******
  and his sales representative, and *** ****** was made aware of
  ConstructConnect’s policy.

  Additionally,
  attached is the signed contract that *** ****** signed on 3/10/2025 at 11:32 AM
  which states on page 1, “This Subscription starts on 03/10/2025 for 12 months
  and ends on 03/10/2026.”

  We’re
  happy to set up a 1:1 training session for *** ****** with one of our expert
  trainers. This will help him regain the value he initially saw in
  ConstructConnect. If he shares his availability, we’ll happily arrange the
  session.

  Kind
  regards,

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

  
  

  Customer Answer

  Date: 03/27/2025

  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.

  
  

  Are they claiming that their only subscription type is 1 year contracts? I was not presented with any other options even though I only wanted a month to month. I chose the lowest presented to me - a quarterly plan and I even paid more for it than I would have if I wanted to pay annually. They have already taken $842 from me for something that I cannot get adequate value from. I wish for them to terminate the contract and I no longer want to use the service, they can keep the money I already paid them. I simply don't want to keep paying for something in the future that we won't be using.

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

  Business Response

  Date: 04/10/2025

  4/10/2025

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

  Dear
  *********,

  Thank
  you for taking the time to share these concerns.

  We’d
  like to clear the confusion regarding *** ******** subscription terms. While we
  understand *** ******** desire for a more flexible option, the agreement *** ******
  signed is an annual contract, which outlines the full term and associated
  billing expectations. We do offer quarterly payment schedules as a billing
  method for the annual contract, which may have been the source of the confusion.

  We
  understand that the service has not met *** ******** expectations. Although we
  are unable to cancel the contract, we want to ensure *** ****** is getting the
  most possible value from the subscription. If *** ****** is open to it, we’d be
  happy to connect *** ****** with a member of our team to walk through available
  tools and resources that could support *** ******** needs.

  Thank
  you again for the feedback—it helps us identify ways we can better serve our
  customers moving forward.
  
  Kind
  regards,
  Kelsey
  E*****
  Online
  Content & Community Manager