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: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
  
  ****** *****