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:07/01/2024

  Type:Sales and Advertising 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 purchased a subscription to Construct Connect April 8th 2024. After discussing with my Sales person Derek C***, my apprehension about signing up for a whole year in advance without an adequate trial, it was discussed that I could sign up for a quarterly subscription with the $7,000 cost split into 4 quarterly payments. I agreed to this plan as I felt it gave me a chance to try the service without making a full year commitment.
  
  After consulting with my estimators about the program in late May, I made the attempt to reach out to my salesman only to find out he was no longer with the company. I was given the new account representative on who to reach out to, Mr. Phil W****. My project manager reached out to Mr. W**** on June 8th, 30 days before my quarterly renewal to let the know that we would like to cancel our subscription due to it not meeting our needs or expectations. It took him approximately a week to get back to Kim my project manager in which he mentioned he would discuss the situation with his boss. Over a week passed and on June 21s, Mr. W**** got back to us that while they consider the term to be a full year subscription they will look to have the subcrition canceled by the end of the week of the 26th. On the 26th I reached out to Mr. W**** for an update and have not heard back. It is July 1st, 2024 and I am trying to get this canceled before they charge my account again on July 8th.

  Customer Answer

  Date: 07/01/2024

  Unfortunately I don’t have written documentation about the quarterly plan as a trial as my sales conversation was over **** and it was part of the discussion after I expressed apprehension about paying for the service for a year up front without an adequate trial period. The quarterly renewal was a discussed compromise. Had I known it was a year without the ability to cancel it after the first quarter of it was not meeting my needs I wouldn’t have signed up.  

  Business Response

  Date: 07/09/2024

  ********* *****
  Marketplace Resource Consultant
  BBB Serving Southern Ohio, Northern Kentucky, Southeast
  Indiana
  1 E. 4th Street, Suite 600
  Cincinnati, OH, 45205
  
  7/9/2024
  
  Response to
  Complaint ID: ********
  
  Dear
  *********,
  
  Thank you
  for making us aware of *** ************ complaint.
  
  ConstructConnect
  operates by annual contracts. *** ********** signed an annual contract with
  ConstructConnect on 4/8/2024. Attached to this response is a copy of that
  signed contract.
  
  Per *** ************
  request, his Customer Success Manager, Phil W****, has removed *** ************
  account from auto-renewal, but *** ********** will be required to fulfill the annual
  contract he signed on 4/8/2024.
  
  If *** **********
  can produce documentation confirming that he would be allowed to break his
  contract, that would be taken into consideration.
  
  Best,
  
  Kind regards,
  Kelsey
  E*****
  Online
  Content & Community Manager

• Initial Complaint

  Date:07/01/2024

  Type:Order 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 have been trying to cancel this account for 3 months. Every time we call- we are told we must speak to someone else. That person is never available and doesn't return calls. We just want to have our account closed and not be billed for this product any longer.
  Thank you

  Business Response

  Date: 07/03/2024

  
  Response to Complaint ID: ********
  
  Dear *********,
  
  Thank you for
  sharing *** ******** complaint with us.
  
  As of 07/02/2024, Mr.
  Porter has been sent email communication directly from his Customer Success
  Manager, Jesse V*****, stating that ConstructConnect does not allow customers to
  cancel their subscriptions mid-term. *** ******’s account has been removed from
  auto-renewal, meaning his account will not automatically renew at the end of
  his term on 11/01/2024.
  
  If *** ****** has further
  questions or concerns regarding his complaint, he can contact his Customer Success
  Manager directly via email at ********************************* or by phone at ###-###-####.
  
  Kind regards,
  
  Kelsey E*****
  Online Content
  & Community Manager

  Customer Answer

  Date: 07/03/2024

  I am accepting just to have this be done with.  My office staff has been trying to cancel for years.  Well before july 2024.  I did finally get someone to take us off auto pay so hoping that helps.   Beware do not sign up with this company! 

  Thank you BBB because not sure I would be able to cancel without your involvement!

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

• Initial Complaint

  Date:06/28/2024

  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.

  Unauthorized debit of $5040 from our checking account .
  Not renewing service and charged anyway.
  Company will not return calls to address unauthorized debit of account

  Business Response

  Date: 07/01/2024

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

  Dear *********,

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

  At this time, *** ************* dedicated Customer Success Manager,
  Jon E*****, has attempted to reach *** *********** three times via phone and
  has left two voicemails.

  *** *********** is welcome to reach out to Jon E***** at his earliest
  convenience to resolve his issue. Jon E******* email address is ******************************* and his phone
  number is ###-###-####.
  
  Kind regards,

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

• Initial Complaint

  Date:06/27/2024

  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.

  ConstructConnect acquired another company Construction Journal along with our companies credit card information. We have tried for two years to cancel our worthless membership yet they continue to charge our credit card. Which totals $1156.00.
  They will not respond in anyway.
  I am one of many that have the same problem. I do not understand how the BBB can give this company an A+ rating.

  Business Response

  Date: 07/03/2024

  Cassandra B****
  Marketplace
  Resource Consultant
  BBB Serving
  Southern Ohio, Northern Kentucky, Southeast Indiana
  1 E. 4th Street, Suite 600
  Cincinnati, OH,
  45205
  
  07/03/2024
  
  Response to Complaint ID: ********
  
  Dear Cassandra,
  
  Thank you for
  sharing *** ********* complaint with us. We take consumer complaints very
  seriously at ConstructConnect, and we’re grateful for the opportunity to
  respond.
  
  While we have
  started the investigation into *** ********* complaint, the necessary parties
  to investigate *** *********** complaint have now left office for the July 4th holiday. I anticipate we can have a response for *** ********* by 07/11/2024.
  
  We appreciate *** *********** patience as we work to resolve his complaint.
  
  Kind regards,
  
  Kelsey E*****
  Online Content
  & Community Manager

  Business Response

  Date: 07/09/2024

  Dear Cassandra,

  Thank you for giving us extra time to evaluate *** *********** complaint.

  We have removed *** *********** account from auto-renewal, so his account will not automatically renew on 1/14/2025.

  *** ********* was sent an ConstructConnect Renewal Reminder email on 11/15/2023 stating that, “Your annual ConstructConnect subscription is set to renew on Sunday, January 14, 2024 and your annual payment in the amount of $606.00 will be charged…” Due to this notice that *** ********* was given, we will not allow a mid-term cancellation.

  We do hope that ConstructConnect could prove useful for the remainder of *** *********** term with our business. Perhaps with an induvial training from his customer success manager, *** ********* could get a positive return on his investment. *** *********** customer success manager, Phil W****, is available for further training and questions by phone at ###-###-#### or by email at *******************************.

  Kind regards,

  Kelsey E*****

  Online Content & Community Manager

• Initial Complaint

  Date:06/26/2024

  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 6/27/2023 we subscribed to the service provided by construct connect and paid quarterly invoices of $1325 x4 for one year. ($5,000). Upon receipt of the renewal invoice on 5/20/2024, we were unaware that the terms of our subscription required a 30 day written notice prior to the end date of 6/27/24 to cancel. When the attempt to cancel was made on 06/10/24, we had missed the requirement by 13 days. We have determined that other than the original signed subscription, there is no other mention of a "auto renewal" of the upcoming subscription, so unless you have a system in place to review subscriptions, the invoice provided on 5/20/2024 looks like a standard invoice with net terms. The first quarterly payment after our attempt to cancel was $1431.00. I am certain we are locked in for another year, but this will be once more BBB complaint for others to read.

  Business Response

  Date: 06/28/2024

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

  
  Dear *********,
  After careful
  review of *** ******* most recent complaint, we are granting *** ***** a refund
  of $1,431.00. We will be issuing this refund via check which is scheduled for
  dispatch on Tuesday, July 02. Please be advised it can take up to 7 days via
  normal USPS delivery for the check to be received at *** ******* billing
  address: **** ******* ***** ***** ***, ************** ************ *****.   
  
  Kind regards,
  Kelsey
  E*****
  Online
  Content & Community Manager

• 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,
  
  
  
  **** *****