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:02/02/2023

  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.

  We signed up for a yearly subscription to ConstructConnect. We used the site several times. It is certainly useful. Unfortunately when it came time to renew, no one called prior to charging our Credit Card another $5,000. We wanted to pause our membership because we are already full of work in 2023 and don't need any more projects. Only a few days after our card was charged, we reached out to our rep and requested that they remove the charge because we didn't need the service in 2023. They said that since we opened the email notice they won't take the charge off. We haven't used the service in months. We then requested that they apply our payment to 2024 instead because we would likely use the service next year. Over a month later, I reach out to check in and was told they we we're given a $500 discount. We didn't ask or need a discount, we simply want to pause our subscription. The sales rep was out of touch with our needs and simply tried to fix the problem by giving us a 10% discount. She didn't even let us know about the credit and just left us confused and waiting for a response. When we finally heard back from her about the request to pause the subscription, she simply said that's just not how it works and reiterated that "we opened the email". We feel like we were treated unfairly. Once they have your money, you're just a number.

  Business Response

  Date: 02/07/2023

  Thank you for escalating your concerns.  Your feedback regarding your recent engagement with ConstructConnect is incredibly important.  We have pulled our phone recordings and have moved forward with coaching our team member as we believe you - the customer deserved a stronger and more clear response to your concerns, questions, and requests. 

  I'm very happy to hear that you spoke with our Manager of Customer Success - Krista K********** on February 3, 2023 regarding your request.  In speaking with the Manager, she informed me that you are taking advantage of an offer to extend your subscription from one year to two years - giving you more time to partner with ConstructConnect and ensure the appropriate ROI for your company.  Thank you for feedback and willingness to engage our leadership.  Furthermore - I'm happy to hear that our Manager has reassigned your account to a new Customer Success Manager - giving us an opportunity to appropriately coach and work with your former Customer Success Manager. 

  I am thrilled to hear that you will be continuing your subscription with ConstructConnect through 2025.

   

  Customer Answer

  Date: 02/07/2023

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

• Initial Complaint

  Date:01/11/2023

  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.

  Oct. 2018 started service $411.56 Oct. 2019 increased to $440.37 Oct. 2020 increased to 471.20 Oct. 2021 increased to 695.38 Oct. 2022 increased to 869.22 Service was useful for insight to upcoming projects however not one lead from the portal turned into an awarded project. Would have considered continued use if the prices were not raised and subscription renewed without notice. Once we saw the pricing jump to nearly double the original cost I contacted rep in October of 2022 requesting service be discontinued and asked for a refund. We were locked out of our account and the refund was never issued. Charged again 869.22 in Jan. 2023 without notice and remain locked out of the account. Charged over $1700 and locked out of the account? Terrible business practice. Have filed with CC to have two most recent charges reversed. Will remove this complaint if provider will acknowledge the "mistake" given I have documented request to cancel and they charged us even after locking the account. Again - the service is useful but provided no long term value to our business once we had established our own contacts & customer base.

  Business Response

  Date: 01/14/2023

  ***** ******, with * * * ***** ** signed up for a one year subscription with ConstructConnect on October 10, 2018.  This agreement includes an auto renewal clause which allows the customer to provide written notice 30 days prior the auto renewal date to discontinue the subscription.  We are thankful that ***** and his company have continue to subscribe to ConstructConnect since 2018 to date. 

  In May of 2021, * * * ***** ** and all users were migrated from their previous platform experience of Lead Manager Plus to the upgraded platform of Project Intelligence.  At this time, ***** and the other users received a variety of email and in app communications explaining the upgrade, directing them to resources for training to ensure adoption, and redirecting them to log in to a new landing page.  Additionally, ***** and all other users were blocked from logging into the prior platform - Lead Manager Plus and directed to log into the new experience of Project Intelligence - which could be why the customer stated they didn't have access the platform in the complaint language.  But the customer did have access to the upgrade platform.

  All ConstructConnect customers are subject to change in subscriptions fees at the time of renewal, detailed in the agreement.  ConstructConnect provides written notice of the subscription fees, terms, etc. to all customers 30 days prior to their auto renewal date.  Customers are eligible to reach out to ConstructConnect and their Customer Success Manager to discuss pricing and option to potentially negotiate their annual pricing.   ConstructConnect has record of ***** ****** reviewing the auto renewal notifications at time of delivery (30 days prior to renewal date) and received no engagement following to discuss pricing prior to renewal date.

  ***** ****** reached out to ConstructConnect and his Customer Success Manager on 10/11/22 to understand why he was charged and still on auto renewal.  The Customer Success Manager followed up the next day to discuss the customer's concern.  Additionally - the Customer Success Manager noticed a healthy volume of usage on the upgraded platform from the account and its users.  

  * * * ***** ** is under contract until 10/10/23.  We welcome a conversation to further discuss pricing and the customer's options - especially seeing that the customer is in fact utilizing the platform.  We are eager to support the customer and work through next steps.   

  Customer Answer

  Date: 01/18/2023

  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.
  
  1.  I have no recollection of agreeing to rate increases.  

  2.  Site remains inaccessible, how could we possibly be utilizing the platform?  

  3.   CSR was notified to discontinue service and ended communication.  

  4.  ***** bank rec  proof of communications & aware of previous complaints of others in the same situation 

  5.  Other complaints / reviews mimic ours

  6.  Not one single project after thousands spent for data access has been awarded.  The platform has provided no monetary value or return on investment. 

   

  I would appreciate an amicable split here.  CC has been paid thousands of dollars, we received no return on this investment, I've asked multiple times now to end.  This complaint serves as another warning to others if you are unable to resplefully comply.  

   

  
  ***** ******
  

  Business Response

  Date: 01/20/2023

  In review of the reasons for rejection provided by the customer, I would like to supply a response to each to ensure clarity and completeness.  

  1. "I have no recollection of agreeing to rate increases."  - as stated in the previous response, ConstructConnect's signed agreement by your company, details the subject to change in pricing language.  Furthermore, ConstructConnect sent a auto renewal notification via email to the customer informing them of the new pricing and upcoming date of auto renewal processing with an invitation to reach to make changes to the subscription. 

  2. "Site remains inaccessible, how could we possibly be utilizing the platform?"  - as stated in the previous response, access to your prior platform under ConstructConnect was migrated to a new experience in April of 2021.  We have documented recent login and usage of the platform/website by the customer - as recent as 1/6/23 by email access:  *****@argtn.com.  We have documented 46 unique project views, 246 documents viewed and 1417 documents downloaded. 

  3. "CSR was notified to discontinue service and ended communication."  -  the Customer Success Manager is not eligible to cancel the subscription with an written notice from the customer after the renewal processes.  Our customers are notified prior to their renewal and given a 30 day window to notify ConstructConnect to discontinue the subscription thus removing the customer from auto renewal or discuss options to renegotiate the subscription terms.  The customer received an auto renewal notification email from ConstructConnect on 8/11/22 that their account would be renewing on 10/10/22, and the customer did not respond to ConstructConnect until 10/11/22.  Our Customer Success Manager responded to the customer on 10/12/22 via email. 

  4.  "***** bank rec  proof of communications & aware of previous complaints of others in the same situation" - Not able to confirm or speak to this item.  

  5.  "Other complaints / reviews mimic ours."  -  ConstructConnect takes strong ownership and is prepared to engage with any customer complaints, concerns, and eager to work towards resolution.  

  6.  "Not one single project after thousands spent for data access has been awarded.  The platform has provided no monetary value or return on investment."  -  ConstructConnect is dedicated to working with our customers to provide training, adoption resources, assigned and dedicated Customer Success Manager and answer all questions to ensure the best possible customer experience.  We are not able to provide a guarantee that our customers will win or be awarded projects.  We are focused on providing qualified leads based the customer's criteria, up to date project information and associated documents, and accurate contact information for those projects. 

  I would like to schedule time with your Customer Success Manager to complete a screenshare to confirm access, offer training, and discuss further options to support your experience.  I can have your Customer Success Manager reach out in the coming week to setup of that time.  Following that conversation, if ConstructConnect is unable to provide favorable options to further support your experience, we can discuss your options to discontinue your subscription. 

   

  Thank you, 

  Alissa M******

• Initial Complaint

  Date:01/11/2023

  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.

  7/12/2021 I signed an agreement for leads with Construct Connect 01/11/2023 I am still trying to get out of the contract and stop the billing of my credit card. $450.00 every three months has turned into $528.00 every three months without my approval. I never even noticed it on my credit card. I called them 9/22 to stop the charge when I noticed it i was told my contract ended and renewed I told them I did not authorize it but here we are 01/2023 and still being charged.

  Business Response

  Date: 01/13/2023

  ********* ******** ******** *** ******** *** joined ConstructConnect, Inc. on July 13, 2021.  ******** ******* signed an agreement which is attached for reference.  The signed agreement was for one year subscription with auto renewal language clearly defined.  ConstructConnect renewal subscription fees are subject to change within 30 days' notice which was provided to ******** ********* attention via email (*****************************) on May 14, 2022 (also attached for reference).  That auto renewal email notification communicated that the account would renew on July 13, 2022 on quarterly payments of $528 utilizing the credit card on file.  In that communication, we invite the customer to reach out to their Customer Success Manager, providing that email for reference, to make any necessary changes to the auto renewal by June 13, 2022.  

  ConstructConnect received no communication from ******** ******* until 9/13/22 - which was a phone call to request cancellation of the subscription and a refund. The Customer Success Manager contacted the customer on 9/14/22 in response to the call from the day prior, where the Customer Success Manager provided training, confirm pricing, and discussed customer's concerns regarding the value from the platform.  On 9/22/22, the Customer Success Manager followed up via email with ******** to offer additional support and partnership for the remainder of the subscription.  We received no response from the customer. 

  On 1/11/23, ******** ******* contacted ConstructConnect's Support Team to cancel their subscription.  The Customer Success Manager followed up with ******** that same day.  Due to the recent usage of the platform, the completion of the custom training session with the customer in September 2022, the signed agreement terms; the cancellation request was denied.  The Customer Success Manager did remove the account subscription from the auto renewal process which is scheduled for 6/13/23.  Therefore, ********* ******** ******** *** ******** *** will not auto renew on 6/13/23.

  Our goal is fully support our customers as they use the ConstructConnect platforms during their subscriptions.  We are committed to working with and supporting ******** and her team for the remainder of their subscription to ensure they get as much value as possible. 

• Initial Complaint

  Date:12/20/2022

  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 used pressure to sell their product under the guise that we would be very happy with the work we got and results. We we unable to use their product ultimately as we did not have compatible computers that they neglected to mention would cause an issue. Most jobs we saw were either out of our service area, or not concerning our profession, and ultimately useless. Tried to cancel on several occasions. Spoke with our account rep and manager and was not offered a solution we agreed with (refund). This company was shady and we are requesting a refund amount of: $2,641.65 As we feel lied to and tricked by their practices.

  Business Response

  Date: 08/29/2023

  Customer signed a Service Agreement in the amount of $3,250 to subscribe to an annual ConstructConnect Project Intelligence (CCPI) data subscription starting 02/18/2022 to 02/18/2023.  Upon signing, customer ******** ********* made a quarterly payment in the amount of $880.55 followed up with two additional quarterly payments (also $880.55) on 5/18/2022 and 8/18/2022.
  

  During this time, *** ********* participated in training and communicated via phone and email over a dozen times with his dedicated Customer Success Manager Jonathan Bregger.
  

  In part, there was some disruption because the customer accessed data via an ***** ******* (vs. PC) and parallel software that didn’t work on his end.
  

  On 11/22/2023 *** ********* requested a cancellation and refund because “he never used the platform on his end.”
  

  After thoroughly researching the call and utilization records for the ******** ******** *********** account the following facts have been determined.
  During 01/18/2022 and 08/18/2022 the customer logged into his CCPI account at least 15 times and successfully downloaded 172 project plans.
  

  In addition, *** ********* participated in one-on-one training sessions, requested support to modify his territory and assistance to set up daily project updates and saved searches.  In short, he requested and received the traditional support services offered to all our CCPI customers.  
  

  On 9/27/2022 and in an effort to address the customer’s needs, Johnathan Bregger, his dedicated Customer Success Manager offered to waive his final quarterly payment of $880.55 due on 11/18/2022.
  

  This waiver was accepted by the customer and the account was immediately cancelled.

  
  

  Customer Answer

  Date: 09/05/2023

  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 reason for communication with the representative Jonathan was because we were unable to utilize the platform properly because we did not have a pc computer and we’re told we would be fine with ***** computers. 
  

  we did not receive a single job from the service and were promised we would find adequate work. The representative was contacted as a result of never finding adequate work and modified the search area as a result. The platform did not perform as promised by Jonathan and we were very dissatisfied. 
  

  the company is claiming that we signed on 15 times, to which we were attempting to make the software work and it did not. 
  

  the plans that were downloaded were for jobs that did not even match our criteria as expressed to our representative in that time frame. Overall we were overcharged and lied to by your company. I am still requesting a full refund and am rejecting your response. 
  
  Regards,
  
  ******** *********
  

  Business Response

  Date: 09/25/2023

  While sensitive to *** *********** perspective, we stand by the original response to his initial complaint.   

  The facts are that he logged into the platform and downloaded over 170 project plans, He requested and received support services offered to all of our CCPI customers.  In an attempt to satisfy him, our Customer Success Manager offered to waive his last quarterly payment of $880.55 on his annual Service Agreement.  The waiver was put into effect immediately as it was not contested at the time of *** *********** requested cancelation.   

  In addition, the platform software utilized is compatible with *** based computers.

  We respectfully request that the complaint in question (********) be closed.

  Thank you,

  Erin T******

  Customer Advocacy Director,

  ConstructConnect

   

  Customer Answer

  Date: 09/27/2023

  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.
  

  we reached out to your company on several occasions when we had problems utilizing your software. one of your representatives even admitted to us that we were receiving job plans for work that was completely unrelated to our business specialty. furthermore, we expressed on multiple occasions that the job map was far too big for our small business and was pushed into it any way by your representatives. we were very dissatisfied with your services and DO NOT accept your blatant disregard. Your company should be ashamed of the way business is conducted. 

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

• Initial Complaint

  Date:11/30/2022

  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 subscribed to construct connect about a year ago because they said on their website they had lots of private projects in the area only to find out they do not it’s mostly public which are accessible for free on the government website ( this is what I found out after paying the 1575$ fee for the subscription for a year ). In the meantime I decided to not pursue with my construction company. Now a year later Nov 12 2022I have a charge for 1653.75$ contacted them on Nov 14 2022 to cancel my policy and get refunded and it took almost 3 weeks Nov 30 2022 to be told they will not refund but will cancel my renewal for next year. They offered me 300$ which I find ridiculous when trying to cancel a yearly membership 2 days after the charge which was on a Saturday so I couldn’t contact them. They keep specifying that I had to send them a cancellation 30 days prior and that they sent me a email 60 days prior when I repeatedly told them I took my company down and didn’t look at email. That’s when they keep pointing at the contract saying I agreed to auto renewal when in fact the only way to get the policy in the first place is to sign which automatically forces you to accept those terms. I have stayed very polite and respectful with my exchange to the company but they do not care at all about all of the information mentioned above. I told them I would gladly accept being charge for 30 days worth for this misunderstanding which would result in a refund of 1515.94$ but they did not even consider ! I have never dealt with a business that do not have their consumer at heart like this

  Business Response

  Date: 12/12/2022

  After reviewing the customer's engagement history and subscription, I do confirm that the customer does have a signed agreement on file which includes the auto renewal clause.  This customer auto renewed on 11/12/2022.  If the customer had provided written notice 30 days prior their renewal, the customer would have been removed from auto renewal and not charge.  Because ConstructConnect did not receive any written notice from the customer, we did proceed with auto renewal.  Additionally, ConstructConnect does send an auto renewal notification via email to the customer (sent to:  ****** ******* - ********************************) 2(two) months prior to the auto renewal date to inform them of the upcoming charge and options to make changes to their subscription or opt out.  This email was sent on 9/13/2022. 

  During a call, the customer stated to their Customer Success Manager that they were going out of business.  If the customer is no longer in business and is willing to supply written documentation from the company's email address on file - we can escalate the cancellation request to management for further consideration.  The customer has not supplied any documentation to date.  

  I do recognize that the length of time working towards resolution of requests like these, has taken longer that ConstructConnect would desire.  Therefore, ConstructConnect will move forward with a cancellation and refund to the credit card on file.  We will process the cancellation today and it will take up to 7 business days for the refund to reflect on your credit card statement. 

   I wish you the best of success in your future endeavors and should you re-enter the Commercial Construction space again in the future - we would appreciate the opportunity to earn back your partnership.  

   

• Initial Complaint

  Date:09/07/2022

  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.

  1. The sales representative misrepresente the company. He told me it was an Autodesk company, and later my service manager confirmed that was not the case. 2. The sales rep told me the autodesk had bought out all the construction doftware companies, and that is also not true. 3. The sales rep said that I was going to be able to get quality leads for my needs. After trying the system, it is of no use for us. 4.- The company refuses to refund the money, as expected. 5. Based on other people's reviews, I am afraid to get charged again after this subscription is over. I want this company to send me a letter of cancellation. If they continue to refuse refunding my money I want at least to be asured that I am not being charged again after the subscription year is over.

  Business Response

  Date: 09/16/2022

  Customer purchased on 7/15/2022.  ***** ******* signed an agreement for a 1(one) year subscription to ConstructConnect Project Intelligence platform.  

  After reviewing the sales call recording, we do believe the Sales Representative did not drive the appropriate amount of clarity to ensure a successful onboarding and adoption of our platform.  As a result, we would greatly appreciate the opportunity to work with ***** to introduce and demonstrate our Insight platform, which we believe to be a better fit based on his customer needs.  Additionally, we have remove the customer from our auto renewal process to ensure he will not be charged any additional dollars upon the next opportunity to renew. If the customer does not find value in the Insight platform following a demonstration and 10 day trial, our leadership will further consider a written cancellation request.  

  The customer's CSM(Customer Success Manager) - Kerry S will be reaching in the next few business days to schedule further conversations surrounding the next steps listed above. 

   

  Sincerely, 

   

  Alissa M, VP Customer Success

  Customer Answer

  Date: 09/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. Please have them call me and try to fix the problem. As stated, if after I still don't find value on it, I will proceed with the cancellation.  
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  Date:07/26/2022

  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.

  I purchased a software license from ********* before 2010. I have been using this software for years with NO issues. Today, 07/26/2022, I tried to activate the license and It was impossible. I called the customer service to find out that **** ******* was purchased by construction Connect. Now, construction connnect does not allow me to use the license IF I dont enter into a service agreement for monthly payments. This is a violation of my rights since I legally acquired and purchased the license. This company is abusing customers and blackmailing me by saying that I will NOT be able to use my license IF I dont pay them extra.

  Business Response

  Date: 08/03/2022

  There was a misunderstanding as to how the customer could upgrade his service.  This issue has now been resolved and the customer should be closing his complaint in the near future.

  Customer Answer

  Date: 08/03/2022

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

  I would like to inform you that the company 'construct connect", contacted me today and solved my problem.
  They gave me UNLIMITED AND UNRESTRICTED access to the software I purchased in the past, and I can use it until 2050 with NO restrictions and NO payments.
  
  If anything changes on their agreement, I will let you know.
  
  I sincerely thank you for your help and you just proved that your department, takes care of small business like mine.
  
  Have a great day
  
  ****** *****