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:03/28/2025

  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 using construction connect since 2022, but it did not produce as they had adversities and similar to other complaints, we have been charged a renewal fee at 02/22/2025 for an unwanted product without any e-mail warning. As per their requirements our office contacted their customer service number and they make you tired of waiting and transferring from one rep to another when you mention you want to cancel, then the auto-renewal date passed and I was finally able to speak to someone responsible for my account but they said I had to be have canceled 30 days before the auto-renewal date, for me that is acting in bad faith to not be able to give a refund for a service that I am not getting a return on and I no longer want to use. I ask that the BBB assist us in getting a full refund, I already reached out to customer support multiple times requesting a refund for $3,395.00 but the only thing they did is cancel the auto-renew for next year.

  Business Response

  Date: 04/02/2025

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

  4/2/2025

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

  Dear *********,

  Thank you for making us aware of *** ****** comments. We strive to maintain transparency within our renewal process, and we appreciate *** ****** feedback on the matter.

  Per our renewal process, we send each customer a renewal reminder 90 days prior to renewal, which informs customers they must submit any changes to that renewal including cancellation 30 days prior to the renewal. In *** ****** case, we sent that renewal reminder on 12/24/2024 at 7:32 AM, and from our records we can see that *** **** opened that email on 1/13/2025 at 7:05 PM.  At that time, *** **** still had about 10 days to submit his cancellation request.

  We understand that *** **** had issues getting connected to discuss his cancellation, and we certainly take these matters seriously. We’d ask that *** **** share any specific details surrounding who he called, how long his wait was, and what was said. We’d like to escalate this information for quality and training purposes.

  At this time, we are unable to provide *** **** a refund given our company’s cancellation policy, but have removed him from automatic renewal, so his account will not renew on 2/22/2026. In the meantime, we’d be happy to give *** **** a 1:1 training from one of our expert trainers, so he’s able to get his return on his investment.

  Best,

  Kind regards,

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

  Customer Answer

  Date: 04/03/2025

  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.

  My email was changed from **************************** to *************************** at the construction connect account profile in 2024, so we been receiving all e-mail in *************************** but looks like the subscription auto renew warning e-mail was sent to the old e-mail that we don't track anymore. 

  
  Regards,
  
  ***** ****
  

• Initial Complaint

  Date:03/25/2025

  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 started on March 10th. I had a quick meeting before purchasing to go over some of the basics. I was told by the salesperson Logan that this is something that I would be able to use and I saw a lot of potential based off of the sole number of projects available under construction. My primary desire was getting owner information for new construction projects. We discussed the pricing on the website and went over how it says "199/mo" for professional but they actually don't do any monthly plans and that number is just an average. The lowest billing time frame they could do is quarterly billing. So thats what I did hoping that after some discovery on my own I could find out if this was actually something that would work for my company, because there is no free trial or anything. Over email he used the words "quarterly plan". Even though we discussed multiple annual prices based on billing, it was confusing but I had to pay a lot more to do the lowest billing frequency. I spend a whole day going through things and being disappointed with most the information that I actually needed having not been updated in years. I reached out to Logan who sold me on March 11th (next day) stating that it wasn't what I hoped and I wanted to cancel next quarter. He explained to me that he would push me on to an account manager. That was the last I heard from anyone until March 24. I had emailed Logan after that saying I hadn't heard anything to no response. Alan from their team called March 24 about trainings and I explained my concerns and that it's not working for me, He directed me to Karen with a phone number who I called and it went straight to voicemail. I left a message but that is all. I'm sure this software works great but it is no help to me. Not enough to justify the thousands I would have to spend to annually use it. The pricing feels sneaky, I was just trying to pay the lowest amount possible to be able to try it. I didn't want to get roped into a year contract.

  Business Response

  Date: 03/27/2025

  3/27/2025

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

  Dear *********,

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

  ConstructConnect strives to maintain a transparent sales process, and we value *** ******** feedback on that process.

  After discussing the situation with *** ******** sales representative, the topic of ConstructConnect operating under annual contracts was discussed with *** ****** and his sales representative, and *** ****** was made aware of ConstructConnect’s policy.

  Additionally, attached is the signed contract that *** ****** signed on 3/10/2025 at 11:32 AM which states on page 1, “This Subscription starts on 03/10/2025 for 12 months and ends on 03/10/2026.”

  We’re happy to set up a 1:1 training session for *** ****** with one of our expert trainers. This will help him regain the value he initially saw in ConstructConnect. If he shares his availability, we’ll happily arrange the session.

  Kind regards,

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

  
  

  Customer Answer

  Date: 03/27/2025

  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.

  
  

  Are they claiming that their only subscription type is 1 year contracts? I was not presented with any other options even though I only wanted a month to month. I chose the lowest presented to me - a quarterly plan and I even paid more for it than I would have if I wanted to pay annually. They have already taken $842 from me for something that I cannot get adequate value from. I wish for them to terminate the contract and I no longer want to use the service, they can keep the money I already paid them. I simply don't want to keep paying for something in the future that we won't be using.

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

  Business Response

  Date: 04/10/2025

  4/10/2025

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

  Dear *********,

  Thank you for taking the time to share these concerns.

  We’d like to clear the confusion regarding *** ******** subscription terms. While we understand *** ******** desire for a more flexible option, the agreement *** ****** signed is an annual contract, which outlines the full term and associated billing expectations. We do offer quarterly payment schedules as a billing method for the annual contract, which may have been the source of the confusion.

  We understand that the service has not met *** ******** expectations. Although we are unable to cancel the contract, we want to ensure *** ****** is getting the most possible value from the subscription. If *** ****** is open to it, we’d be happy to connect *** ****** with a member of our team to walk through available tools and resources that could support *** ******** needs.

  Thank you again for the feedback—it helps us identify ways we can better serve our customers moving forward.
  
  Kind regards,
  Kelsey E*****
  Online Content & Community Manager

• Initial Complaint

  Date:03/14/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I asked for my software to be canceled. ConstructConnect charged me for this entire year's service and we don't use their software. They charged me $2107.00 and I asked for a refund, the customer service representative Kevin F***** refused to help and give a refund.

  Business Response

  Date: 03/20/2025

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

  03/20/2025

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

  Dear *********,

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

  While we understand that *** ****** wishes to cancel and refund his subscription, we’d be curious to understand the reason why ConstructConnect is no longer a fit for his business needs. Might he be able to explain this further?

  We are unable to cancel and refund based on the contract that *** ****** signed (attached), so we hope to provide *** ****** the return on investment he was intending when originally signing up with us.

  Best,

  Kind regards,
  Kelsey E*****
  Online Content & Community Manager

  Customer Answer

  Date: 03/20/2025

  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.

  
  

  
  

  When I signed up originally, your salesman told me it was just a year to year subscription - I did not know I had to cancel the service with you. You send me so many emails I did not see a renewal email or I would have communicated. I feel like you are preying on a small business. You have offered no service to me this year as I have not even logged into my subscription. I would prefer a refund, we are not a good fit to work together - residential work is better for our company. 

   

  Please give a refund as this would really hurt our small business. 
  
  
  
  Regards,
  
  **** ******
  

  Business Response

  Date: 04/02/2025

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

  4/2/2025

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

  Dear *********

  Thank you for sending us *** ******** comments.

  At this time, we are unable to offer a refund due to our company’s cancellation policy. We are happy to offer additional training to bring *** ****** the value he sought when originally purchasing ConstructConnect. We have removed *** ******** account from auto-renew, meaning his account will not automatically renew on 3/13/2026.

  Kind regards,

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

  Customer Answer

  Date: 04/03/2025

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

  
  

  
  

  I never agreed to this charge, the original salesman told me this was a one year deal. They keep saying I was notified by email, but I never saw the email, why didn't they call me? This is over a $2000 charge and I think this is morally and ethically wrong of ConstructConnect to prey on a small business. 
  
  
  
  Regards,
  
  **** ******
  

• Initial Complaint

  Date:03/12/2025

  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 purchased the subscription to help my business find demo jobs. The website is confusing and I keep getting bid invitations for jobs out of my job scope . I have tried to schedule training but they can never accommodate my schedule . All the bid dates are always old or past time to submit bid . I asked to cancel and they told me no and said they will continue to take money from my acct

  Business Response

  Date: 03/14/2025

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

  03/13/2025

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

  Dear *********,

  Thank you for making us aware of *** ****** complaint.
  
  We certainly understand *** ****** frustration with not finding relevant projects on the ConstructConnect website. When new customers log in for the first time, they are initially introduced to all projects in their subscription area, regardless of relevance to their specific trade(s). This makes it extremely crucial that a customer attends a training to learn which filters best suit their needs
  
  After listening to the call recording between *** **** and his account manager, *** **** stated that he could not attend the training due to scheduling conflicts he faces as the owner of his company. We ask that *** **** set aside an hour within his schedule to attend a 1:1 training, and we will find a trainer that matches his availability.
  
  Since we are unable to cancel or refund his contract, which he signed on 2/6/2025, we are confident that a personalized training session will help him recognize the value he initially sought when purchasing ConstructConnect.

  
  Kind regards

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

• Initial Complaint

  Date:02/04/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Very difficult to cancel subscription. Customers can not easily cancel online, although they can sign up and subscribe online. Today Feb 4, 2025. I finally got an opportunity to call to try and speak with someone to cancel but was told my account manager was busy in a meeting and would need to call be back. I was very disappointed. I told the customer service rep that this shouldn’t be difficult and mentioned the FTC click to cancel guidelines to her. She seemed unbothered and told me “to mentioned to my customer account manager” and quickly got off the call.

  Business Response

  Date: 02/07/2025

  ********* *****
  Marketplace Resource Consultant
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  1 E. 4th Street, Suite 600
  Cincinnati, OH, 45205
  
  2/7/2025
  
  Response to Complaint ID: ********
  
  Dear Cassandra,
  
  Thank you for making us aware of Mr. *****’s comments regarding our cancellation policy. Mr. ***** is 100% correct! The FTC issued a new rule on January, 15, 2025 that requires businesses to make canceling a subscription as easy as it is to sign up, and allow cancellation in the “same medium” offered to sign up. At this time, ConstructConnect is in the process of working to meet these new standards. Businesses like ConstructConnect have until May 14, 2025 to fully comply with all aspects of this rule.
  
  I’ve ensured that Mr. *****’s subscription has been cancelled and he will not be charged again. He has access to ConstructConnect until February 25, 2025, and if he has yet to participate in a training of the system, I’m happy arrange that at no cost to Mr. *****.
  
  We appreciate Mr *****’s business, and we appreciate his advocacy for himself and other businesses to ensure that ConstructConnect complies with the new FTC rule. We hope this message eases his concerns.
  
  Best,
  
  
  Best,
  
  Kind regards,
  K***** E*****
  Online Content & Community Manager

  Customer Answer

  Date: 02/10/2025

  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:01/21/2025

  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.

  On 12/29/2024 this company charged my credit card without ever having any consent from me, 12/30/2024 they stated they were doing a full refund and emailed a confirmation that day now nearly a month later they have ignored, calls, and emails, passed me around from person to person saying they will only refund half now I have asked to speak to the authorized manager of this company and they all state they are not allowed to give out that information. This is the worst-run company to get in touch with I have ever seen, they are crooks that will ignore, lie, and hang up on you. Do not sit and wait for a phone call or email from them.

  Business Response

  Date: 02/03/2025

  
  2/3/2025
  
  Response to Complaint ID: ********
  
  Dear *********,
  
  Thank you for making us aware of *** ********* complaint.
  
  I understand that *** ******* wishes to cancel and refund her most recent renewal for her ConstructConnect subscription. We require notice 30 days prior to renewal to process that cancellation. That date would be 11/29/2024 in *** ********* case. From our internal records, I can see that a representative from ***, **** ****, first called on 1/2/2025 to cancel.
  
  In reviewing this account history, records show that the customer had a previous subscription with ConstructConnect in 2019. When the account automatically renewed in 2021, the customer reached out regarding cancellation and was informed of the auto-renewal policy at that time. That same policy remains in effect today.
  
  I was unable to locate the email exchange within our system that confirms *** ******* would be receiving a full refund from ConstructConnect. I’d ask that *** ******* please forward or attach the email confirmation stating she would receive a full refund. This would greatly help move her case towards resolution quickly!
  
  Best,
  
  Kind regards,
  Kelsey E*****
  Online Content & Community Manager

  Customer Answer

  Date: 02/20/2025

  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.

  
  

  
  

  hi i just received the letter from this business after reading it and seeing this actually dates back to 2019 i have checked old emails to find the email they are requesting. sorry i wasnt aware they have been charging my card so many years

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

  Customer Answer

  Date: 03/03/2025

  Hi sorry for the confusion we are only asking for the refund for the transaction scanned January 2025. We have ask them to remove us from auto renewal and each time they say it is to late we need to contact them when we receive the auto renewal email, I did not receive any auto renewal letter.  Soon as I saw the transaction come across the credit card account we called and was told they would refund/cancel the charge and would send an email confirmation that day and here we are. I didn't even realize this place had been charging me for the length of time they had until reading the notes on here, this year I only caught it because it was such a large amount to charge this year, we are not using or going to use their product I have not authorized them to save my card on file, I didn't even know they had my card on file I believe the card number they had was actually expired at the time of this charge, they have not sent me any emails saying about an auto renewal and they clearly have my correct email and information. Considering this is actually been going on for so long, wouldn't you think if this was a good business they would have really just took care of the refund like they said they would, especially now seeing I should have been considered a long term customer

  Business Response

  Date: 03/13/2025

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

  03/13/2025

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

  Dear *********, 

  From the previous message, *** ******* wishes to be refunded for a January 2025 payment. As a point of clarification, the last payment ConstructConnect received from *** ******* was on December 29, 2024.

  I have reviewed this situation once again and was able to confirm with finance that *** ********* dispute with her credit card company was issued in her favor and the refund was issued from her credit card company on 2/11/2025. If *** ******* would please review her financial statements, and confirm with us, it appears that she has received the $3080 back to her, and we'd like to ensure this is accurate.

  If this is true, *** ******* should be highly advised that if she signs up with ConstructConnect again in the future that our policy is not likely to change, and she would be required to submit a cancellation request 30 days in advance of her renewal. And we highly encourage her to review all contractual obligations closely.

  Best,

  Kelsey E*****

  Online Content & Community Manager

  Customer Answer

  Date: 03/14/2025

  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.

  
  

  This company failed to have authorization or contact with me the card holder, clearing knowing all of my contact information for several years I did not receive anything from them on the 30 day renewal reminder email they keep speaking they send. This company instantly stated they were doing a full refund the first day while the charge was pending on my credit card then everyone was out for days and we couldn't get ahold of anyone that had the authority to do the refund and was told we was not allowed to speak with a manager or anyone that could process this, then another person stated they was only going to be able to do a partial refund but of course they could not share the authorized person to handle refunds. We have never received a partial or full refund from this company, we did dispute this charge and the money has been credited back to my card by the credit card company no funds were refunded from construct connect partial or full payment the card company credited my funds back while under investigation.

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

• Initial Complaint

  Date:01/07/2025

  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.

  We ordered an annual subscription for the service from the date of 11/3/2023-11/3/2024, the product is full of bugs, broken links and extremely slow at times. I intended to use the product for the year and not renew. Little did i know after signing a predatory contract; They will only notify you once 60 days before renewing your subscription and require a written cancelation 30 days before the annual renewal. This is an obvious tactic to scam users of their money and hold it hostage with no refunds. The company internet presence is deceitful by purchasing reviews on ****** and flagging negative posts about experiences. I have used multiple types of software and subscription programs and this is the ONLY company that profits off of peoples not fully reading every line of their terms. BEWARE ON CONSTRUCTION CONNECT AND THIER POOR SOFTWARE

  Business Response

  Date: 01/10/2025

  
  
  1/10/2024
  
  Response to Complaint ID: ********
  
  Dear *********,
  
  Thank you for making us aware of *** ******** complaint.
  
  ConstructConnect operates by annual contracts. *** ****** signed an annual contract with ConstructConnect on 11/13/2023. Attached to this response is a copy of that signed contract. On the page where *** ****** signed on 11/13/2023, the contract reads, “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.”
  
  Per *** ******** complaint, his Customer Success Manager, Failey G******, has removed *** ************ account from renewing next year.
  
  We know that *** ****** initially purchased the ConstructConnect program for a reason, and we hope to provide him that return on investment he intended when he originally purchased. I see that *** ****** has yet to take advantage of training, this training is included in his service, and could assist in getting that return on investment.
  
  Best,
  
  Kind regards,
  Kelsey E*****
  Online Content & Community Manager

• Initial Complaint

  Date:12/30/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called, emailed and left voicemails for our account rep to cancel our Renewal before the renewal date. During our time with Construct Connect we have been unsatisfied with the product they have provided. There have been several attempts to fix the issues we have been having with no success. We do not want the service. After several attempts to get in touch with our Account Manager to cancel before our renewal date, with no response, we received a charge for the renewal of $2,358.75. We cancelled in plenty of time to stop the renewal from going through. We made another attempt to contact our Account Manager to resolve this unauthorized charge and requested a refund be issued, the following was his response... "Good morning – yes, ******* reached out on Friday when I was out of the office. I have submitted a refund and cancellation (case #********) and I will let you know once that gets processed." (It was actually on Wednesday, not Friday.) Again, we received no communication and no refund was processed. I contacted him AGAIN to get an update on our refund. Days later he responded that our case was rejected, and we will not be issued a refund. We are unable to reach anyone with Construct Connect regarding cancellation of our account now. We do not use, and do not want to use their services.

  Business Response

  Date: 01/10/2025

  
  Response to Complaint ID: ********
  
  Dear *********,
  
  Thank you for making us aware of *** ********** complaint. I apologize for my delay in response, I've been out of office since the first of the year.
  
  Is *** ******** able to clarify what days and in what form she requested cancellation? Per our terms, ConstructConnect requires 30-day notice to cancel the subscription, meaning the cancellation request needed to be submitted by 10/30/2024. If *** ******** can respond with documentation showing a cancellation was submitted by that date, that will be taken into consideration.
  
  *** ********** account manager, Dan K*****, is out of office until Monday, January 13, and he will have more details surrounding the timeline. I will discuss *** ********** complaint with her account manager, and provide any additional information I receive after his return.
  
  Best,
  
  Kind regards,
  Kelsey E*****
  Online Content & Community Manager

  Business Response

  Date: 01/21/2025

  In regards to Complaint ********, I wanted to provide an update in that I discussed *** ********** complaint with her account manager who confirmed that *** ******** did not provide a written request to cancel prior to the date necessary to process the cancellation, and therefore we’re unable to cancel the subscription. I was unable to send this update within the BBB portal, so wanted to send it via email.

   

  As previously stated, if *** ******** is able to provide documentation that a request was submitted prior to the date necessary (10/31/2024), we would be happy to take another look at her complaint.

   

  Thank you!

   

  Customer Answer

  Date: 01/22/2025

  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 were told by our account manager that he had "submitted a refund and cancellation (case #********) and I will let you know once that gets processed."

  If we were past our cutoff to cancel he should have been aware of that and should not had told us the Refund/Cancellation had been submitted.
  
  
  
  Regards,
  
  ******* ********
  

  Business Response

  Date: 01/29/2025

  
  1/29/2025

  Response to Complaint ID: ******** 
  
  Dear *********,
  
  Thank you for making us aware of this complaint. After discussing the situation with *** ********** account manager, I have learned that we had sent out the renewal reminder to ******* **** on 10/1/2024, which required that any changes were submitted by 10/31/2024. No requests for cancellation were made until after this date, and for that reason the refund request was denied. 

  If *** ******** or *** **** are able to submit documentation showing that a cancellation or refund request was made prior to 10/31/2024, we are happy to take that into consideration.

  Best,
  
  Kind regards,

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

  Business Response

  Date: 02/03/2025

  I discussed *** ********** situation with the Account Manager assigned to their account, and the manager of that team, and they gave me further details that I’d like to share with you. Firstly, I want to clarify the process a cancellation and refund request go through; firstly, the account manager a customer submits a case that details the client** complaint and request for cancellation and refund. But ultimately the manager of that team can approve or deny that cancellation/refund case. In this case, the manager denied the cancellation/refund case for *** ******** because the renewal reminder email was sent on 10/1/2024 and 7:31 AM, and that renewal reminder email was opened by the customer on the same day at 7:34 PM. The contents of that email document the requirement to submit written cancellation notice 30 days in advance. This is why the manager denied the refund/cancellation request.

   

  I hope this clarifies the process!

  Customer Answer

  Date: 02/03/2025

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

  
  

  
  

  I was not asked any questions by the account manager for him to even be capable of determining whether or not to allow my refund/cancellation to go through. If it was up to our account manager then when the request was sent to him, he could have informed me that he would be unable to process my request... however, that is not what happened. Dan informed us that he had sent the refund/cancellation and would let us know when it was processed. 

  We do not use the service. We do not want an account with Construct Connect. There was no reason we could not have handled this before the payment was taken out of our account. Instead, I had sent the request, never heard from anyone, continued to follow up and did not receive a response until AFTER the payment was taken out of the account. We have been transferring roles in our office and the moment I received the renewal notice I contacted Dan, our account manager to cancel it. 

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

• Initial Complaint

  Date:12/18/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are unable to reach anyone with Construct Connect regarding cancellation of our account, they have been absolutely awful!

  Business Response

  Date: 12/19/2024

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

  12/19/2024

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

  Dear *********,

  Thank you for sharing ***** ********’s most recent comments with us. After discussing this issue with ***** ********’s account manager, it was determined that they will be issued a refund of $5,350 back to their ****.

  However, ***** ******** initiated a chargeback – a request to decline the charge with their **** account. When a customer initiates a chargeback, it usually takes 30-45 days for the bank to investigate and process a decision. ConstructConnect must wait to issue a refund prior to that investigation being completed. At this time, **** has completed their investigation and approved the charge. Meaning, **** did not find the charge to be fraudulent.

  Today, ***** ********’s account manager has submitted a cancellation and refund case for the $5,350. Due to the holidays, some relevant parties needed to approve this refund are out of office. We appreciate ***** ********’s patience as we work to issue this refund.

  ***** ******** is welcome to keep this document as confirmation of a refund. And if that refund is not issued in 10 business days, we ask that ***** submit a response to this BBB Complaint, so we can check the status of their refund.
  
  Kind regards,
  K***** E*****
  Online Content & Community Manager

• Initial Complaint

  Date:11/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  She never issued my credit and stopped answering my emails. Good Afternoon ****** – Per the attached email that I had sent yesterday I am working on your cancellation and refund but please be advised this will take a few days. I will again be following up as soon as I get an update on the request that has already been submitted. Chelsey Case Customer Success Manager p: ###-###-####

  Business Response

  Date: 11/21/2024

  
  11/21/2024

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

  
  Dear *********,

  
  Thank you so much for your patience as we worked to resolve *** *********** complaint.

  
  At the time of the cancellation and refund case was received by finance, we received a chargeback on the payment *** ********* was requesting a refund on. After we won the chargeback, it was our mistake not to reissue the refund. We sincerely apologize for the confusion and mistake. The refund has been issued back to *** *********** ******** ******* and the subscription is cancelled. It may take 5-7 business days prior to the funds being returned to *** *********** ******** ******* account.

  
  Again, thank you for the time allowed to come to a resolution for *** *********. If he ever wishes to return to ConstructConnect as a customer, we would welcome that opportunity.

  
  Kind regards,

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