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:05/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 05/03/2024

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

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

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

  
  

  Customer Answer

  Date: 05/06/2024

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

• Initial Complaint

  Date:04/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/29/2024

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

  
  

  Customer Answer

  Date: 04/30/2024

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

  Customer Answer

  Date: 05/08/2024

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

   

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

  Business Response

  Date: 05/09/2024

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

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

  
  

• Initial Complaint

  Date:04/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/26/2024

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

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

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

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

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

  
  

• Initial Complaint

  Date:04/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/26/2024

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

  Customer Answer

  Date: 04/29/2024

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

• Initial Complaint

  Date:04/18/2024

  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.

  I am filing this complaint due to an unresolved issue with ConstructConnect, Inc. concerning unauthorized subscription renewal and the subsequent denial of a refund despite my attempts to cancel in accordance with their terms. Despite not using ConstructConnect’s services for several months, my subscription was automatically renewed on January 24, 2024, and a charge of $5,466.56 was made to my credit card. Upon noticing this charge, I immediately contacted ConstructConnect via email to cancel my subscription and request a refund. This correspondence occurred on January 24, 2024, the same day the charge was processed . Furthermore, I followed up with three separate phone calls, during which a customer service representative named Karen informed me that she had created a case to process the refund each time. Despite these assurances, there was no follow-through, and I received no updates until a final email in April of the same year, which denied my request for a refund. This denial was justified by a claimed lack of a written cancellation notice 30 days prior to the renewal date, a condition that I was not properly informed of in a timely manner . ConstructConnect did send an email notification on November 25, 2023, stating the upcoming renewal, but it did not, include an invoice and routed to my spam folder which did not provide me with a fair opportunity to respond or cancel according to their policies. Moreover, during my phone interactions, there was no mention or emphasis on this specific requirement, and the focus was on the refund process which Karen repeatedly confirmed was being initiated. Given these circumstances, I believe ConstructConnect has not acted in good faith regarding the automatic renewal and subsequent handling of my cancellation and refund request. Their lack of communication and proper handling of the situation has directly led to an unjust financial burden on me without providing the contracted services or adequate customer support.

  Business Response

  Date: 04/19/2024

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

  Response to Complaint ID: ********
  04-19-2024
  
  Dear ********,

  
  At ConstructConnect, we take our customers’ complaints very seriously and started an investigation into this complaint as soon as it was received.
  

  Our records indicate that the annual contract with ********* *** ** *********** ** auto renewed as scheduled, on 1/24/2024.
  Written notification of this auto-renewal was sent via email to *** *********** on 11/25/2024.
  ********* *** ** *********** ** purchased a Project Intelligence data subscription on 01/24/2023 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 12/24/2023. 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 (01/24/2024 to 01/24/2025) and refunds are not provided.
  
  After disputing the charge with his credit card provider, the ********* *** ** *********** ** account was placed in suspension until his financial institution determined that the contract was, in fact, binding.
  
  We have taken the step of canceling the auto renewal for ********* *** *** *********** ** contract scheduled for 01-24-2025.
  We hope *** *********** takes advantage of specialized training, provided to him at his convenience by dedicated Customer Success Manager, Kevin F*****.
  
  We want very much for *** *********** to get the most value possible in the nine months that he has left on his contract.
  
  Thank you,
  
  Erin T******
  Customer Advocacy Director

  Customer Answer

  Date: 04/19/2024

  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 cost between the two contract amount changed which nullifies the point made. Clearly this company does such a poor job at delivering a quality product that they have to trick there customers into staying.

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

  Business Response

  Date: 04/25/2024

  
  
  
  
  
  ******** ********
  Marketplace Resource Consultant
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  1 E. 4th Street, Suite 600
  Cincinnati, OH, 45205
  Response to Complaint ID: ********
  
  04-25-2024
  
  Dear ********,
  
  Thank you for forwarding *** ***********’s most recent response to our attention.
  
  Upon further review of his account, we discovered that he had not been using our services since October 2023. We also discovered that due to some internal personnel reorganization, his earlier requests to cancel his subscription were inadvertently missed.
  
  For these reasons, we have canceled the renewal of the ********* *** **. *********** * ** contract and will be issuing *** *********** a full refund of $5,466.56, the amount he was charged on 1/24/2024. The credit for this charge should show up on his statement for the card he had on file with us, ending in ***************.
  
  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

• Initial Complaint

  Date:03/20/2024

  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.

  I signed up for their software in March 2021, We ended up not using the software due to our increased business. Fast Forward to March 1, 2023 when I get billed for about $2,700 for a subscription renewal that came out of nowhere. I reached out to the sales rep assigned to me initially, He then shared information about a " new" person that was in charge of my account. This person's name is Michael H*********. I asked if there was a way to reverse the charge. Michael told me that a "case" had been open and that some updates would follow. I never received any updated and any emails I sent to Muchael H******** went unanswered after that. I kept sensding emails requesting for at least for the next year ( 2024 ) that the charges were not to be done again and to cancel my subscription. I have emails from December 2023 asking for confirmation of my request and another email I sent in January of 2024 asking for this rebewal to be stopped. None of these emails were answered. I do have a mailtracker option on my gmail and I can see where Michael H********* or someone with access to his email openned the correspondence. Then in March 1 of 2024 COnstructConnect went ahead and harged me now for even a higher price of $2,987.70 . I did not see this charge until I was reviewing my ******** ******* Card statement. At that time I immediately called the customer service phone number on their website and I was told that Michael H********* was the only person that could help me. I insisted to speak with anyone other than Michael because he was not able to help me. I requested to speak with a supervisor. The receptionist then transferred me to another person that told me he would send an email to Michael's and his own supervisor and that I would get a call back the next day. No one has called me back. I contacted ******** ******* to request a charge reversal, which they did at the moment but then ******** ******* charged the card again because " The merchant has proved the charge"

  Business Response

  Date: 03/28/2024

  
  03-28-2024
  
  Dear *********,
  Response to Complaint ID: ********
  At ConstructConnect, we take customer complaints very seriously and started an investigation as soon as this complaint was received.
  Our records indicate that *** ********* did cancel his subscription as required, in writing in 2023.
  We reached out to him to apologize for the oversite on our part and to let him know that a full refund in the amount of $2,987.70 has been approved.
  The issue is now resolved and we sincerely regret the inconvenience and frustration that we caused to him and to *** ******* *********** *** *******.  
  Thank you,
  Erin T******
  Customer Advocacy Director
  

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair 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.

  This company cold calls businesses and tries to get them to sign up for this service. I refused time after time but only agreed because they told me that the subscription could be cancelled at any time. This appears to be a lie. They refuse to cancel. If you read their ****** reviews it appears this is just how they operate their business. They lie and cheat people to get them to sign up and basically screw them over. Business practices like this should be illegal. They literally lie to get you to sign up. And then refuse to do what they said they would.

  Business Response

  Date: 03/05/2024

  
  ,
  Response to Complaint ID:  ********
  At ConstructConnect, we take customer complaints very seriously and started an investigation as soon as this complaint was received.
  On Tuesday, February 27th Pilip P******, Customer Success Manager, reached out via phone to ******* ******** from ******** Construction to address his concerns and to work closely with him to address and resolve his issue.  His call was not returned.
  On Friday, March 1st, Pilip texted ******* again, in an attempt to engage with *** ******** to work with him to resolve his issue.  His text message was not returned.
  We are willing to work with *** ******** to address and resolve his concerns but need a call back from him in order to do so.
  
  Thank you,
  Erin T******
  Customer Advocacy Director

  Customer Answer

  Date: 03/05/2024

  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.

  It is correct that they have reached out but never end up calling, or getting back with me. They are trying to do training on the website and how to use it. That’s not the problem. The problem is I was originally told by construct connect that I could cancel my subscription at any time. That’s why it’s a payment plan and not a lump sum payment. I want to cancel the subscription, not get trained on it. They can keep what they have already charged. I’m not asking for a refund. I’m asking to stop the service. Just cancel the service and that’s it. It’s that simple. But this greedy company would rather fight with me so that they can keep charging me for a service I will forever be unhappy with and never use. This is not even the type of work I do. I find it truly disgusting that construct connect wants to fight me on this when they have literally provided me with zero services, leads, or anything of value, yet they want to keep charging me. That’s low. 
  

  They lied to me from the start and told me what I wanted to hear to get me to sign up 

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

  Customer Answer

  Date: 03/05/2024

  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,
  
  ******* ********

  The consumer informed BBB that the business reached out to him and resolved the dispute.

• Initial Complaint

  Date:01/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were mislead by this company ConstuctConnect. You have beenwarned. During the demo they showed all these "projects" - atleast # counts. We found out most were old, missing contsct infromation, or public/civil work(we do not do public). They WILL lie to you on a demo to get the sale and then your sales rep disappears and you get a run-around. This is the company that scams you by selling the SAME data under all the other now ficticious comapnies that no longer exist: Bidclerk, Construction Journal, CMD, CDC News....the ybought all these platforms and hide their terrible data behind them. They need to have their sales reps STOP lying about their service. They do not have that many current projects - it's all lie. Civil and problic projects you can get for free - they are run by ONY local GCs and are pretty much worhtless to most GCs. STOP lying.

  Business Response

  Date: 01/29/2024

  Hi *********,

  The contact information on complaint #******** ** incomplete making it very difficult to investigate thoroughly.

  Contact information provided:

  ***** *****
  ******** ** *****
  Daytime Phone: ***** *******
  E-mail: **********************************
  

  With such a common company name and username, no account matching the above contact information resides in our system.

  The phone number is incomplete, and the email address is not to be found in our database.

  Can the contact information for ***** ***** at Smith Construction please be verified?  Ideally, with the same contact information provided on the Service Agreement or contract upon signing up for the service.

  Thank you,

  Erin T******

  Customer Advocacy Director

  ConstructConnect

   

   

• Initial Complaint

  Date:01/15/2024

  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 hope this email finds you well. I am writing to express my disappointment regarding the service I have received during my one-year membership with your company. Despite my expectations, I have not received the promised training for project management on the website. Over the past year, I have made multiple attempts to reach out through phone calls, emails, and messages on your website, but unfortunately, I have not received any response. The communication issues were further exacerbated when calls were dropped after explaining the purpose of my inquiry. Given the lack of training and unresponsive customer service, I am requesting a refund for the amount I paid for the membership. Additionally, I kindly ask for the removal of the numerous emails I have been receiving since signing up, and the cancellation of my membership. I believe that a prompt resolution to this matter will help maintain the reputation of your company. I look forward to your immediate attention to this issue. Date of the membership: 01/19/2023 Payments discounted: 4 payments of $375.00

  Business Response

  Date: 01/25/2024

  ********* ********
  Marketplace Resource Consultant
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  1 E. 4th Street, Suite 600
  Cincinnati, OH, 45205
  
  01/25/2024

  Dear *********,

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

  At ConstructConnect, we take customer complaints very seriously and started an investigation as soon as this complaint was received.
  Our internal investigation including review of the Service Agreement, call notes and telephone recordings have determined the following:
  

  *** *********** entered into an annual Service Agreement with ConstructConnect on 1/12/2023 that outlined all applicable terms and conditions.
  

  This is her second annual agreement with ConstructConnect, having purchased the service in 2021 under the company name ** ***** ******* *** ************.
  

  After trying to schedule training with *** *********** a total of five times without any follow up on her part, her original Account Manager stopped reaching out due to lack of interest.
  

  An auto renewal reminder was sent to *** ************* email address on file on 11/13/2023 notifying her that any changes needed to be put in writing to ConstructConnect prior to 12/13/2023. No request for changes, including cancellation, was sent in writing, as required.
  

  On 11/30/2023, *** *********** placed a phone call to her Account Manager asking for a returned call.
  On 12/15/2023 *** *********** placed a second phone call to her Account Manager asking for a return call.
  

  Unfortunately, during the above timeframe, the Customer Success Department underwent a departmental restructure reassigning a new Account Manager to support *** ************* Account.
  

  Because we were not responsive, and for that we apologize, we have decided to cancel the Professional Remodeling and Renovation, Florida, LLC 2024 auto renewal.  No additional action is required on *** ************* part.
  

  A full refund is not feasible and is against our clearly stated NO REFUNDS policy clearly documented in the legally binding Service Agreement executed between our two parties on 1/12/2023.
  

  Thank you,
  Erin T******
  Customer Advocacy Director

  Customer Answer

  Date: 01/26/2024

  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 have been unable to use the software for which I was charged $1,500 because I never received any training for me to use it. Despite waiting on hold twice and experiencing two dropped calls, I attempted to contact support through the software interface. However, without receiving any training, I have been unable to utilize the software effectively. I am requesting a 50% refund for the inconvenience. As far of the cancellation, I was the one calling for the last 5 months to cancel it. 
  

  Best regards,
  

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

• Initial Complaint

  Date:01/11/2024

  Type:Sales and Advertising 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.

  Sales team mislead us on the information provided through the platform. Information provided is sometimes inaccurate and some is un authorized to be on the platform. I sent multiple emails to support about our concerns and got the run around. Then they blamed me for not knowing how to engage customers. Then we contacted support 3 times and it took 3.5 weeks to actually respond. I asked for a pro rated refund for the rest of the subscription because it isn’t what was promised. They told me that’s not going to happen! I won’t give you a refund! Seems like a fly by night operation. No customer satisfaction needed I guess.

  Customer Answer

  Date: 01/18/2024

  The consumer and the business came to a resolution.