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:11/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of the transaction was 11/16/2023. I requested the refund within 24 hours of the mistake I realized I made. I have never used the services that this company provides, I have not taken anything from them. I only ask for a refund.

  Business Response

  Date: 11/29/2023

  ********* ********
  Marketplace Resource Consultant
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  * ** *** ******* ***** ***
  *********** *** *****
  November 29, 2023
  
  Dear Christine,
  Response to Complaint ID: 20906274
  

  At ConstructConnect, we take customer complaints very seriously and started an investigation as soon as this complaint was received.
  Our internal investigation has determined the following:
  

  Mr. *** ****** purchased a non-refundable annual data subscription after a self-disclosed two-week waiting period that he used to determine whether or not to commit to finalizing the software purchase.
  

  On 10/31/2023 he subsequently signed the required contract documentation complete with terms and conditions that prominently highlight a no refunds clause. The 12-month contract expires on 10-31-2024.
  

  As a matter of company policy, we will not be able to provide a refund as requested.
  

  We want very much to work with Mr. *** ****** to ensure that he gets the most value out of his data subscription.
  

  Muir Consulting has been offered personalized training by his Customer Success Manager Jessica C****** in order to better understand how to best navigate and utilize the data platform. To date, the training has not yet been scheduled pending confirmation back from Mr. *** ******.
  
  Thank you,
  Erin T******
  Customer Advocacy Director

  Business Response

  Date: 12/04/2023

  ********* ********
  Marketplace Resource Consultant
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  * ** *** ******* ***** ***
  *********** *** *****
  

  December 4, 2023
  
  Dear *********,
  

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

  After a thorough internal investigation that included the review of recordings, customer service notes and the executed Service Agreement signed by Mr. *** ****** on 10-27-2023, we stand by our original decision to hold Muir Contracting to the original terms and conditions contractually agreed upon during the sale of this data subscription service.
  

  To confirm, as clearly documented in the contract language, ConstructConnect has a No Refunds policy:
  

  Term, Fees, and Changes:
  “The term of the services provided by ConstructConnect are set forth in this order form (Order Form”).  Payment is set forth in the Order Form and is nonrefundable.”
  In addition to scheduling the specialized training, we strongly recommend that Mr. Costas contact his Customer Success Manager, Jessica C***** to officially “opt out” of the contractual auto renewal of this subscription for the ********* contract term no later than 09/30/2024.
  

  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.”
  

  Again, we offer specialized training to Mr. ****** to assist him in getting the most value out of the On Center Data platform and sincerely hope that he takes us up on our specialized training offer. 
  

  In all sincerity, our intention to do everything we can to get him trained to take the most advantage of the QuickBid estimating software to build job leads and grow his business.
  

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

  Customer Answer

  Date: 12/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Within 24 hours of payment the refund was requested. This payment was made by mistake, If you don't refund the money the it will severely hurt my business and family. 

  
  
  Regards,
  
  *** ******
  

• Initial Complaint

  Date:11/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company a complete ripoff. Sales guy explained that we will have access to phone system bids and company contact info. After a few months we called in and said I still dont see any phone system bids in and most accounts dont have company contact data. Rep said they should start showing up and 8th month still nothing. Only reason we signed up was access to phone system bids and there are none. So we paid you 1900 for nothing and now they will not respond. I would stay away from this company. You sold us products you dont have and your company contact data sucks. We want a refund.

  Business Response

  Date: 11/15/2023

  ***** **** ****** *********** ******** **********
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  * ** *** ******* ***** ***
  *********** *** *****
  November 15, 2023
  
  Dear ******

  
  Response to Complaint *** ********

  
  At ConstructConnect, we take customer complaints very seriously and started an investigation as soon as this complaint was received.
  Our internal investigation has determined the following:

  Webinar and One on One training were completed within 10 days of the sale of the annual subscription. The Annual Renewal notification was sent on 10/30/2023 and on the same day our customer **** ****** notified ConstructConnect of his intention to not auto renew for the next annual term. **** ****** has posted complaints across multiple social media platforms and LinkedIn.
  

  In addition, **** ****** complained that the company has not been able to find additional projects with CCPI, only school projects that they were already aware of. He also complained that the few projects he did find did not have owner information attached.
  

  During a call with the customer, when asked why he hasn’t reached out to his ConstuctConnect Customer Success Representative, **** states that he has reached out for assistance.  We were not able to validate any such calls with account notes or recordings.
  

  We have offered to work with **** to provide customized training to expand his search functionality as he was only using one term (VOIP) in his search results. 
  

  After being provided with a few options and allowing us to modify his saved searches **** ****** has decided to end his subscription for the service early.  His auto renewal for the next term has been cancelled.

  Inet Technologies services are extremely niche and have several specific criteria to match.  **** Wilson has asked for two quarters worth of payments to be refunded and we have agreed to honor his request.
  

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

  Business Response

  Date: 11/15/2023

  ***** ****
  Senior Marketplace Resource Consultant
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  * ** *** ******* ***** ***
  *********** *** *****
  November 15, 2023
  
  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 has determined the following:

  Webinar and One on One training were completed within 10 days of the sale of the annual subscription. The Annual Renewal notification was sent on 10/30/2023 and on the same day our customer **** ****** notified ConstructConnect of his intention to not auto renew for the next annual term. John Wilson has posted complaints across multiple social media platforms and LinkedIn.
  

  In addition, **** ****** complained that the company has not been able to find additional projects with CCPI, only school projects that they were already aware of. He also complained that the few projects he did find did not have owner information attached.
  

  During a call with the customer, when asked why he hasn’t reached out to his ConstuctConnect Customer Success Representative, **** states that he has reached out for assistance.  We were not able to validate any such calls with account notes or recordings.
  

  We have offered to work with **** to provide customized training to expand his search functionality as he was only using one term (VOIP) in his search results. 
  

  After being provided with a few options and allowing us to modify his saved searches **** ****** has decided to end his subscription for the service early.  His auto renewal for the next term has been cancelled.

  Inet Technologies services are extremely niche and have several specific criteria to match.  **** ****** has asked for two quarters worth of payments to be refunded and we have agreed to honor his request.
  

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

  Customer Answer

  Date: 11/15/2023

  Has been resolved
  

  Customer Answer

  Date: 11/15/2023

  Has been resolved
  

• Initial Complaint

  Date:11/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This was supposed to be a bidding platform from which I purchased the rights for ***** and ***** ********. All of the jobs were out of date and there were no options yo get any work. This was a total scam and waste of my company's resources.

  Business Response

  Date: 11/10/2023

  At ConstructConnect, we take customer complaints very seriously.  We diligently investigate each complaint with the goal of first understanding and ultimately resolving each complaint.

  Within 48 hours, we conducted an internal investigation to best determine the issue and then made inquiries with the employees involved to validate the customer’s concern.
  

  An outreach to the customer was made yesterday, November 9 where Yeong W**, Customer Success Director spoke with the primary ****** ********, the complainant.
  

  Our customer ****** ******** was not happy with the level of jobs in our CCPI platform. Yeong listened to ******** pain points and the customer reopened the software to see more jobs that he didn’t find initially.  The call ended pleasantly, and follow up training was scheduled for today, November 10. 
  

  The training call was scheduled with ******** Office Coordinator *******, at the customer’s request, where it was determined that the customer’s initial set up/preferences were never inputted on their end.  It was further determined that initial training was not scheduled.  Yeong worked closely with the customer provide training and to determine which projects should be set up as preferred. 
  

  Once the preferences were identified and inputted, the platform revealed several projects into ******** ************** feed with the platform functionality as expected.
  

  The customer issue was addressed, the customer is satisfied and even inquired about additional services that ConstructConnect could provide to them. 
  

  A follow up demonstration for the new service with Jettapro Construction is in the process of being scheduled. 
  

  Thank you,
  

  Erin T******
  Customer Advocacy Director 
  ConstructConnect

• Initial Complaint

  Date:08/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Sales Executive told me that a subscription to Construct Connect would give me access to bids that fit my company's offerings, which I explained in detail. The reality is that there are zero such bids. He misrepresented his product 100%. I have asked for a refund. Knowing they misrepresented their services, they offered me a paltry $300 refund even though I paid $2,127.17. This is absolutely unacceptable.

  Business Response

  Date: 08/29/2023

  The customer registered a complaint through their ConstructConnect Customer Success Manager requesting an adjustment to his billing due to receiving no bids or projects since signing up for the ConstructConnect Project Intelligence (CCPI) data subscription service on 07/17/2023. 
  

  On 8/23/2023 the Customer Success Manager offered additional one on one training along with a $300 adjustment to his bill.  This offer was declined by *** ***** who asked to speak with the Customer Success Manager’s supervisor.

  The offer for a price adjustment was given as the customer entered into an annual Service Agreement clearly documenting terms and conditions for a 12-month nonrefundable contract term.

  After speaking with the supervisor who reviewed the account notes and call details, a cancellation was recommended, and a refund issued in the amount of $1,995.
  The rationale behind our decision to cancel and refund is the extremely niche nature of ********* ****** business, and the lack of viable project leads that could realistically be generated.

  The cancellation and refund process took 6 business days to complete once *** ***** contacted ConstructConnect to the point of cancellation and full refund of $1,995.
  

• Initial Complaint

  Date:07/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Buyer beware. This is the company that LIES about everything possible. "Oh we have plans and specs on every prject" - NO not true. They have plans specs on about 20% of all the private projects. We were completely LIED to. DO NOT believe them about plans and specs. AND they have some plans, but NOT the most recent. Issue #2 - we got calls frm all these different companies: ********* ************ Journal, CMD, ***************** ************ Data News - they own MOST of the construciton reporting services AND they are ALL the same company. QUIT LYING about this. They do this to confuse customers. #3 - there data is not very good. Maybe a phone #. Late projects. No plans.

  Business Response

  Date: 07/24/2023

  We unfortunately are unable to confirm this contact as a prospect, customer, or former customer of ConstructConnect.  We've attempted to engage the contact via phone, it was a wrong number.  We wish for the opportunity to gain clarity and confirmation of the events that led to this submission.   ConstructConnect has the largest network, the most robust project data, and leading takeoff and estimating tools in the industry. We bring together nine of the most respected names in pre************—iSqFt, SmartBid, ************ Data, CMD Group, ********* On Center, QuoteSoft, and PlanSwift.  We recently added ************ Journal to that list - taking us to ten of the most respected names in pre************.  You can find more information about our journey on our website:  ***************************************. If the contact is able to supply updated contact information, we are happy to further vet this inquiry to ensure a resolution.  Thank you.

• Initial Complaint

  Date:04/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a subscription with Construction Connect a couple of years ago and after a year I decided that it didn't fit my business model and I canceled, and it was very difficult even when I showed them that I wasn't getting the opportunities that they said I would get. Well finally we reached an agreement I paid the bill I haven't logged in or responded to any bids and after a year of not from them directly I get an invoice for 575.00 due on April 15, 2023 After I written them and told them the same thing and informing you that they are doing the same thing they do to others. I just want my invoice cancelled and never hear from them again.

  Business Response

  Date: 04/25/2023

  ***** ********* account for **** ******* is currently up for renewal but has not renewed.  No payment for the April 2023 renewal has been processed and it not set to process.  The current ConstructConnect subscription for **** ******* is set to expire on 4/30/2023.  The Customer Success Manager for this account has set the account to be removed from auto renewal.  

  On 4/10/2023, we received an email from ***** ******* requesting the account to not renew.  Our Customer Care Representative responded on 4/10/2023 via email confirming the request and removal from auto renewal. On 4/11/23 - the Customer Success Manager attempted to call ***** ******* in response to his non-renewal request to see there was any opportunity to address his concerns and reasons for non-renewal.  

  If there is anything we can do moving forward - we are happy to have a conversation at your convenience. 

   

  Customer Answer

  Date: 04/28/2023

  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:03/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had subscribed to the service hoping to get access to commercial contracts, I was told we would have access to blueprints and would be able to submit quotes to sub contractors. After paying the fees and getting started I learned they did not provide needed information to submit quotes. Most leads were missing needed documents,and none of the documents or blueprints provided had measurements or any type of measurement scale,which makes it impossible to provide quotes for the job. Every time we contacted the company,they wanted us to pay more money to get access to measurements or documents actually needed to provide quotes. I feel like I was scammed. The services were not cheap,and was a complete waste. They still continue to pull money for from account even though we've expressed we no longer want to use the service or have a need for it. I would be happy if they would just refund my money they took.

  Business Response

  Date: 03/10/2023

  Customer entered into annual subscription with ConstructConnect on August 12, 2022 with quarterly payment terms.  At this time - we learned that the customer does commercial painting, high performance coatings & rehabs.  The customer wanted to grow and do larger projects and focus less on residential.  ***** Clark signed the annual agreement.  He and his partner - ****** attended a training webinar on August 15, 2022 to learn more about the user interface and creating searches. 

  On September 15, 2022, ***** completed an onboarding survey where he scored his experience high all areas except his comfort using the platform.  His Customer Success Manager reached out to him immediately to follow up.  ***** expressed that he was doing okay and had already submitted 2-3 bids already.  He mentioned his partner - ****** was utilizing the platform the majority of the time and that he would consult with her as well.  His Customer Success Manager did offer a custom 1:1 training to assist, but ***** was not interested in taking training himself.  The Customer Success Manager sent a follow up email reinforcing the power of a custom 1:1 training and that many customers benefit from going through this activity.  

  On September 28, 2022 - ****** emailed the Customer Success Manager stating she had questions, requesting a scheduled time to talk.  The Customer Success Manager responded to ****** offering a 4pm EST time slot that same day to discuss her questions.  ****** did not respond. 

  On October 6, 2022 - ****** called in stating she wanted to cancel. At that time, here was her usage - viewed 248 projects, 24 days and last logged in 10/5/22.  ****** stated the system was not working for them. Her main issue was that the general contractors that they contacted were non-responsive. She also stated while we have the documents available, the square footage wasn’t available in the documents provided.  ****** told her Customer Success Manager, she would call the general contractors to ask for the square footage, but there was no response. The Customer Success Manager then asked if they use an estimating tool, she told me they do not. The Customer Success Manager reviewed the Web Take off feature included with their subscription. There is no additional charge for this feature.  ****** stated she would reach out to her partner, *****, to discuss if that’s something they would be interested in using. The Customer Success Manager again offered training and additional support. 

  On October 7, 2022 - ****** sent another email to her Customer Success Manager stating they would like to move forward in a cancellation of their subscription at the end of the quarter (8/11/22 - 11/11/22).  Her Customer Success Manager responded with the terms and conditions of the subscription and stating:  "Thank you for the follow up.  We are unable to cancel your current annual subscription with us, but I’m happy to schedule time to review your account and provide some other solutions. Most new business opportunities do not happen within the first 4 months, they can take several months up to a year sometimes to establish that relationship. Have you had any luck with your GC invitations?  The first quarterly payment has been processed, but the remaining three are still required and will be processed every three months.  With that being said, I did go ahead and mark your account down to not renew once you are up for renewal on August 12, 2023.  I’m happy to review your questions and possible solutions for your subscription." 

  Later that day - ***** responded to the Customer Success Manager via email stating he was unhappy with the service, feeling like they were not given the right information to bid jobs.  He felt that it was difficult to build relationships with general contractors if they can't bid the job.  Ultimately, the customer is expecting commercial documents to have the square footage to do the estimation needed to bid the work.  ConstructConnect offers Web Take-off which is apart of their subscription to assist in those estimates. This would be beneficial since the square footage must be calculated from the plans and specifications if it is omitted by the designed and owner who created the documents.   Additionally - ConstructConnect does not have ability to impact the associated projects documents, we simply republish the documents from the project source.   The Customer Success Manager offered once again, training on this feature included in their subscription but received no response.  

  On 11/12/22 and 2/12/23, the customer's scheduled quarterly payments were processed.  On February 13, 2023, the Customer Success Manager received an email from ***** stating he had previously followed up to cancel the subscription and that their company was no longer using the platform.  He stated that the previous payment was stopped and refunded.  ConstructConnect has not processed any refunds associated to this account.  ***** requested a refund of the most recent payment on 2/12/23.  

  On February 13, 2023 - the Customer Success Manager called and spoke with *****.  She confirmed his request, but stated that she had previously communicated via email about the upcoming and continued payments and received no response from his company.  Additionally - the customer has been actively using the platform.  They have been viewing invitations to bid from general contractors which were distributed by ConstructConnect. 

  Finally - at no point in any customer interactions has the Customer Success Manager requested or introduced a need to pay more to access additional features or tools.  

  We are here to support our customers with custom 1:1 trainings, weekly webinars, and welcome additional conversations regarding their account with our leadership.  

  Customer Answer

  Date: 03/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards

  
  ***** *****

   

   

• Initial Complaint

  Date:02/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a subscriber of the ***** ******** for several years. My annual subscription for the "***** Internet ********: Carolinas" auto-renewed on 10/27/2022. On 12/8/2022, I was informed that I was being "upgraded" to ConstructConnect, effective 12/13/2022. On 12/13, I was no longer able to log into my *****.com account and had to re-register on the ConstructConnect.com website. When I logged into ConstructConnect, I found a platform that was totally different from the ***** platform. After attempting to find project information several times, I decided to cancel the subscription, sending an 1/27/2023 email. The following week I received a telephone call from my customer service representative, who informed me that I could not cancel since ConstructConnect was considered an "upgrade" to *****. When I insisted that it was not an upgrade, but a totally different product than the ***** subscription, he said he would discuss it with his supervisor, who sent me an email on 2/2/2023 confirming that I could not cancel my subscription. I have filed a dispute with my credit card company for the charges for this service from 12/13/2022 to the present.

  Business Response

  Date: 02/07/2023

  While we understand change is hard, at ConstructConnect we are very excited about the recent and current customer transitions.  Because ConstructConnect is the parent company to many legacy companies:  Construction Market Data (CMD), Construction Data Company (CDC), BidClerk, *****, and more - we are working very hard to consolidate the multiple platform for which our content exist.  Therefore - we have been transitioning our customers from the legacy platforms to the new platform:  ConstructConnect Project Intelligence (CCPI).  The new platform houses the most robust repository of project leads across the country, associated project information such as plans/specs, bidders lists, amendments, and more.  Additionally - we are now able to immerse our customers into the largest network of General Contractors - creating more qualified invitations to bids for our such subcontractors.  

  Through this process, we are notifying our customers both in-app and via email of the upcoming transition and offering resources & training to support the transition.  By simply spending a few minutes with your dedicated Customer Success Manager to walk through the new platform or participating in a 30-45 minute webinar - we can have you up and running in minutes.  Additionally - we have brief videos that we can share for you to view when it's best for you.  We would greatly appreciate the opportunity to setup you up for success on ConstructConnect Project Intelligence. 

  Again - we truly appreciate that we are asking our customers to adopt a new platform experience and make a change, but assure you that many customers have done the same and are finding great success.

  Your subscription renewed on 10/27/22.  We notified your company on 12/6/22 with a notice that your account would be upgraded soon.  We followed up on 12/13/22, with your upgrade email - sharing your resources and next steps.  We are committed to continued support in the coming weeks and months of your subscription to help however we can. 

  If you are looking to discontinue your service and subscription with ConstructConnect - we can discuss your options.  But having learned you have already submitted a chargeback dispute with your credit card company - ConstructConnect is unable to make any changes (provide refunds or cancel your subscription) until your credit card company resolves the dispute.  We ask that you follow up with them on the timeline.  We will respect the outcome of the dispute and proceed as directed.  

  In the meantime - we are here to support you.  

   

• 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******