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:08/29/2024

  Type:Sales and Advertising 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.

  Upon signing up for your service, I was assured of its value. However, after using the product for just over a month, it has become clear that it does not meet my needs and is, in fact, quite useless for my business. Given this, I believe a trial period should have been offered to evaluate the product before committing to a full-year subscription. I guess if a trial period was given, many would not sign up for the service. This suggests a concerning business practice designed to trap customers in unwanted subscriptions. As a small business, I cannot afford another year-long commitment to a service that is not beneficial. I request an immediate cancellation of my subscription and confirmation that no further charges will be applied to my account.

  Business Response

  Date: 08/29/2024

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

  08/29/2024

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

  *********,

  Thank you very much for bringing Mr. ***** concerns to our attention. We look forward to addressing Mr. *****’s concerns and proving the value that ConstructConnect’s products can bring.

  Mr. ***** signed an annual contract with ConstructConnect on 7/23/2024. The subscription started on 08/01/2024 for 12 months and ends on 08/01/2025. I’ve attached that signed contract for convenience.

  We would appreciate any additional details Mr. ***** can provide as to why the service is not meeting his needs. Perhaps there are features that Mr. ***** isn’t aware of that could benefit him within his contracted terms. Once we have those details, we can inform Mr. *****’s dedicated Customer Success Manager, J***** G******, who would happily provide the additional training necessary to secure Mr. Ayer’s return on investment to ConstructConnect. J***** G****** can be reached by phone at ************ or by email at ***********************************.

  We do hope we can prove ConstructConnect’s value to Mr. ***** if given the chance.
  
  Kind regards,
  K***** E*****
  Online Content & Community Manager

  Customer Answer

  Date: 08/29/2024

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

  We have not and do not dispute the signing of the contract. We feel that a product was oversold and underdelivered, therefore we feel cheated. As stated, if the company truly had a product that they were proud of they would not hesitate to give customers a free trial or a refund. Unfortunately, by looking at the other BBB complaints you can see a pattern of a sub par product. They make you sign the contract and won't refund your money because they are knowingly selling a subpar product.  I have spoken to J***** to no avail. The only thing he stated was he would cancel our auto renewal. Not really feeling that the company will even do that.

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

• Initial Complaint

  Date:08/12/2024

  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.

  Our company initially engaged ConstructionJournal’s services for a one-year term, which commenced in January 2022. However, our experience with their services and billing practices has been unsatisfactory, leading us to decide against renewing our subscription. The issues we encountered are as follows: Unethical Billing Practices: After our first year of service, we received an invoice totaling $9,268.87 in January 2023. Despite clearly informing ConstructionJournal that we did not wish to renew our service, we were told that we were obligated to pay for an additional year. This practice was not clearly communicated to us at the time of signing the initial contract and appeared to be a significant oversight in their billing terms. Forced Renewal: Despite our explicit request not to renew the service, we were informed that the renewal was automatic and thus required payment for the additional year. This lack of transparency and unwillingness to accommodate our request to cancel the renewal was highly frustrating and unprofessional. Unresolved Communication: Since expressing our decision to terminate the service, we have repeatedly requested that ConstructionConnect cease all further communication with us. Unfortunately, they have continued to send unsolicited emails, disregarding our requests and demonstrating a lack of respect for our wishes. Lack of Clear Communication: The auto-renewal clause was not adequately highlighted during the initial sign-up, resulting in an unexpected and unwelcome financial burden for our company. The contract’s fine print did not clearly communicate this automatic renewal policy, which we believe constitutes misleading and unethical business conduct. In light of these issues, I am formally requesting that the Better Business Bureau assist in resolving this matter. We seek acknowledgment of these concerns and any potential remediation to prevent similar experiences for other customers.

  Business Response

  Date: 08/12/2024

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

  8/12/2024

  Response to Complaint ID: ********
  
  Dear *********,
  
  Thank you for making us aware of Mr. ******* complaint. We appreciate the opportunity to make things right with Mr. *****.
  
  At this time, I am not seeing an active subscription under Mr. ******* email or phone number provided. Could Mr. ***** clarify if he believes he currently has an active subscription with ConstructConnect? If yes, could he provide the Business Name, Email Address, or Phone Number associated with that active subscription?
  
  If no, could Mr. ***** please clarify what additional information he would need from ConstructConnect in order to feel satisfied in regards to this complaint?
  
  Kind regards,
  
  K***** ******
  Online Content & Community Manager

  
  

• Initial Complaint

  Date:07/12/2024

  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.

  Like many others here, I realized that they oversold the usefulness of this product somewhat immediately. However, I was locked into a 1 year contract so I had to just cough up the money to a product I didn’t use. One year later they are trying to auto renew after I explicitly told them I did not want to continue using their product. I even tried to end my contract early but was not allowed to. Why would I want auto renewal when I tried to end my contract early?!I have been trying to contact my representative, Jillian S******* for weeks now and any time I call she/he is not available. It seems that their business model is to auto renew costumers and make it impossible to cancel. DO NOT get involved with this business. I still have not heard anything from them and I fear getting charged. I am a small business and I cannot afford another fruitless year long contract.

  Business Response

  Date: 07/18/2024

  ********* *****
  Marketplace Resource Consultant
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  1 E. 4th Street, Suite 600
  Cincinnati, OH, 45205
  
  7/18/2024
  
  Response to Complaint ID: ********
  
  Dear *********,
  
  Thank you for making us aware of *** ********** complaints.
  
  I have discussed this situation with *** ********** account manager, and she has removed the account from auto-renewal, meaning that *** ******** will not be charged on 7/24/2024 for another year’s service to ConstructConnect.
  
  We appreciate the opportunity to come to a positive resolution for *** ********, and if he ever chooses to resubscribe to the ConstructConnect system, we would welcome that opportunity. And if he has any additional questions, please let us know.
  
  Kind regards,
  Kelsey E*****
  Online Content & Community Manager
  
  

• Initial Complaint

  Date:07/11/2024

  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.

  We have been utilizing this services for over 8 years and now has come the time to end the services. I called to cancel the services about 3 months ago before the next cycle began. Come to find out they had pulled the payment already less than a day ago and they would not refund me the money, but claimed my account was canceled. The representative over my account was rude and stated that he processed the claim to cancel our service. I never received an email stating the service was canceled. I called July 11, 2024 and his number was disconnected. Spoke with customer services and she claimed everyone that could make a decision was going into a meeting. She saw that my claim to cancel had been placed, but was not complete. So in other words my account has not been canceled and they will still try to make me pay for a service I am no longer using and at this point no long want. This company sounds like a scam and there is no reason it should be this hard to cancel a service.

  Business Response

  Date: 07/15/2024

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

  7/15/2024

  Response to Complaint ID: ********
  
  Dear *********,
  
  After an investigation into *** *********** matter, I can confirm that a cancellation case was submitted and processed on *** *********** ConstructConnect subscription. Her ConstructConnect subscription will cancel on 7/24/2024. At that time, she will no longer have access to ConstructConnect, and she will not be charged any further.
  
  We appreciate the opportunity given to make things right for *** *********.
  
  Kind regards,
  Kelsey E*****
  Online Content & Community Manager

• Initial Complaint

  Date:07/09/2024

  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.

  My Complaint is with Construct Connect renewing a contract after letting them know we will not be using their service for 2nd year. Construct Connect then went ahead and ran a payment for the 2nd year for the first quarter for $576.80 on 4/3/2024 We called them to have them refund this and told them we did not want to use the site for a 2nd year. We sent in a dispute with are credit card company for $576.80 and for $350.00. We also got a reply by email from construct connect that our agreement will not cancel until by Sara M******* on 4/17/2025 and said that sometimes the emails go into a spam fold so i might have missed it, I than called Sara 3 times with no reply. We still have not got a refund for the first quarter. We now have received multiple emails/invoices for the 2nd quarter payment. I have reached out to them several times by email and phone. They will never call back.... Adrienne L**** account manager emailed me on 7/8/2024 after calling and emailing, she ask me to prove to them that we have called to cancel. She is asking me to provide my phone records to her. I asked what about all the emails i have sent. I know this is a problem with this company doing this to other customers.

  Business Response

  Date: 07/15/2024

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

  7/15/2024

  Response to Complaint ID: ********
  
  Dear *********,
  
  Through a careful investigation of *** ******** complaints, we have come to the determination that *** ****** will be issued a refund for the recent charge made to ConstructConnect. *** ******** ConstructConnect subscription is cancelled effective today and his refund was issued back to the **** on file. It can take up to 5-7 business days for the refund to make it’s way to *** ******** bank account. Attached is an image confirming that refund.
  
  We appreciate the opportunity given to make things right for *** ******.
  
  Kind regards,
  
  Kelsey E*****
  Online Content & Community Manager

• Initial Complaint

  Date:07/01/2024

  Type:Sales and Advertising 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 a subscription to Construct Connect April 8th 2024. After discussing with my Sales person Derek C***, my apprehension about signing up for a whole year in advance without an adequate trial, it was discussed that I could sign up for a quarterly subscription with the $7,000 cost split into 4 quarterly payments. I agreed to this plan as I felt it gave me a chance to try the service without making a full year commitment. After consulting with my estimators about the program in late May, I made the attempt to reach out to my salesman only to find out he was no longer with the company. I was given the new account representative on who to reach out to, Mr. Phil W****. My project manager reached out to Mr. W**** on June 8th, 30 days before my quarterly renewal to let the know that we would like to cancel our subscription due to it not meeting our needs or expectations. It took him approximately a week to get back to Kim my project manager in which he mentioned he would discuss the situation with his boss. Over a week passed and on June 21s, Mr. W**** got back to us that while they consider the term to be a full year subscription they will look to have the subcrition canceled by the end of the week of the 26th. On the 26th I reached out to Mr. W**** for an update and have not heard back. It is July 1st, 2024 and I am trying to get this canceled before they charge my account again on July 8th.

  Customer Answer

  Date: 07/01/2024

  Unfortunately I don’t have written documentation about the quarterly plan as a trial as my sales conversation was over **** and it was part of the discussion after I expressed apprehension about paying for the service for a year up front without an adequate trial period. The quarterly renewal was a discussed compromise. Had I known it was a year without the ability to cancel it after the first quarter of it was not meeting my needs I wouldn’t have signed up.  

  Business Response

  Date: 07/09/2024

  ********* *****
  Marketplace Resource Consultant
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  1 E. 4th Street, Suite 600
  Cincinnati, OH, 45205
  
  7/9/2024
  
  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 4/8/2024. Attached to this response is a copy of that signed contract.
  
  Per *** ************ request, his Customer Success Manager, Phil W****, has removed *** ************ account from auto-renewal, but *** ********** will be required to fulfill the annual contract he signed on 4/8/2024.
  
  If *** ********** can produce documentation confirming that he would be allowed to break his contract, that would be taken into consideration.
  
  Best,
  
  Kind regards,
  Kelsey E*****
  Online Content & Community Manager

• Initial Complaint

  Date:07/01/2024

  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.

  We have been trying to cancel this account for 3 months. Every time we call- we are told we must speak to someone else. That person is never available and doesn't return calls. We just want to have our account closed and not be billed for this product any longer. Thank you

  Business Response

  Date: 07/03/2024

  
  Response to Complaint ID: ********
  
  Dear *********,
  
  Thank you for sharing *** ******** complaint with us.
  
  As of 07/02/2024, Mr. Porter has been sent email communication directly from his Customer Success Manager, Jesse V*****, stating that ConstructConnect does not allow customers to cancel their subscriptions mid-term. *** ******’s account has been removed from auto-renewal, meaning his account will not automatically renew at the end of his term on 11/01/2024.
  
  If *** ****** has further questions or concerns regarding his complaint, he can contact his Customer Success Manager directly via email at ********************************* or by phone at ###-###-####.
  
  Kind regards,
  
  Kelsey E*****
  Online Content & Community Manager

  Customer Answer

  Date: 07/03/2024

  I am accepting just to have this be done with.  My office staff has been trying to cancel for years.  Well before july 2024.  I did finally get someone to take us off auto pay so hoping that helps.   Beware do not sign up with this company! 

  Thank you BBB because not sure I would be able to cancel without your involvement!

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

• Initial Complaint

  Date:06/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unauthorized debit of $5040 from our checking account . Not renewing service and charged anyway. Company will not return calls to address unauthorized debit of account

  Business Response

  Date: 07/01/2024

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

  Dear *********,

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

  At this time, *** ************* dedicated Customer Success Manager, Jon E*****, has attempted to reach *** *********** three times via phone and has left two voicemails.

  *** *********** is welcome to reach out to Jon E***** at his earliest convenience to resolve his issue. Jon E******* email address is ******************************* and his phone number is ###-###-####.
  
  Kind regards,

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

• Initial Complaint

  Date:06/27/2024

  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.

  ConstructConnect acquired another company Construction Journal along with our companies credit card information. We have tried for two years to cancel our worthless membership yet they continue to charge our credit card. Which totals $1156.00. They will not respond in anyway. I am one of many that have the same problem. I do not understand how the BBB can give this company an A+ rating.

  Business Response

  Date: 07/03/2024

  Cassandra B****
  Marketplace Resource Consultant
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  1 E. 4th Street, Suite 600
  Cincinnati, OH, 45205
  
  07/03/2024
  
  Response to Complaint ID: ********
  
  Dear Cassandra,
  
  Thank you for sharing *** ********* complaint with us. We take consumer complaints very seriously at ConstructConnect, and we’re grateful for the opportunity to respond.
  
  While we have started the investigation into *** ********* complaint, the necessary parties to investigate *** *********** complaint have now left office for the July 4th holiday. I anticipate we can have a response for *** ********* by 07/11/2024.
  
  We appreciate *** *********** patience as we work to resolve his complaint.
  
  Kind regards,
  
  Kelsey E*****
  Online Content & Community Manager

  Business Response

  Date: 07/09/2024

  Dear Cassandra,

  Thank you for giving us extra time to evaluate *** *********** complaint.

  We have removed *** *********** account from auto-renewal, so his account will not automatically renew on 1/14/2025.

  *** ********* was sent an ConstructConnect Renewal Reminder email on 11/15/2023 stating that, “Your annual ConstructConnect subscription is set to renew on Sunday, January 14, 2024 and your annual payment in the amount of $606.00 will be charged…” Due to this notice that *** ********* was given, we will not allow a mid-term cancellation.

  We do hope that ConstructConnect could prove useful for the remainder of *** *********** term with our business. Perhaps with an induvial training from his customer success manager, *** ********* could get a positive return on his investment. *** *********** customer success manager, Phil W****, is available for further training and questions by phone at ###-###-#### or by email at *******************************.

  Kind regards,

  Kelsey E*****

  Online Content & Community Manager

• Initial Complaint

  Date:06/26/2024

  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.

  On 6/27/2023 we subscribed to the service provided by construct connect and paid quarterly invoices of $1325 x4 for one year. ($5,000). Upon receipt of the renewal invoice on 5/20/2024, we were unaware that the terms of our subscription required a 30 day written notice prior to the end date of 6/27/24 to cancel. When the attempt to cancel was made on 06/10/24, we had missed the requirement by 13 days. We have determined that other than the original signed subscription, there is no other mention of a "auto renewal" of the upcoming subscription, so unless you have a system in place to review subscriptions, the invoice provided on 5/20/2024 looks like a standard invoice with net terms. The first quarterly payment after our attempt to cancel was $1431.00. I am certain we are locked in for another year, but this will be once more BBB complaint for others to read.

  Business Response

  Date: 06/28/2024

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

  
  Dear *********,
  After careful review of *** ******* most recent complaint, we are granting *** ***** a refund of $1,431.00. We will be issuing this refund via check which is scheduled for dispatch on Tuesday, July 02. Please be advised it can take up to 7 days via normal USPS delivery for the check to be received at *** ******* billing address: **** ******* ***** ***** ***, ************** ************ *****.   
  
  Kind regards,
  Kelsey E*****
  Online Content & Community Manager