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:11/30/2022

  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
  
  ****** *****
  

• Initial Complaint

  Date:05/21/2022

  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.

  I signed up for a service on a one year contract. The company raised prices and charged me beyond my one year. I was guranteed that this product would pay for itself. The product was falsely presented to me as well as the cancellation policy. I was told it was hassle free cancellation but they would not let me cancel. They kept charging my card as well as raising the price I was quoted. I called to cancel and they said I couldnt cancel. I have not tried to use their service since I tried to cancel.

  Business Response

  Date: 05/25/2022

  The customer:  Filler Up Trucking, signed up with ConstructConnect on June 28, 2019.  I have attached the signed agreement between the customer (******* ********) and ConstructConnect, Inc. 

   Per our the agreement - the Term and Non-Renewal clause:  "This order form shall renew for successive subscription period of equal length, and fees will be billed automatically to the credit card 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 ten-current subscription term.  Products denominated as "one time" do not renew.  Annual renewal subscription fees are subject to change with 30 days' notice.  ConstructConnect reserves the right to terminate the agreement or suspend service for any reason during the term of the agreement." 

  11/8/2021: The customer responded to an email from his Customer Success Manager (CSM) stating that he would like to cancel services (account renewal date was 6/25/2021). The CSM's response to the customer only confirmed that he was removing him from next years autorenewal (6/25/22). The CSM did not review the remaining payments on the account. The account had two more quarterly payments for the current year.

  3/27/2022 + 3/28/2022: The customer reached out to our Support Team and alerted the Manager of the CSM. The customer requested to cancel and confirmed that he went through the cancellation process (above conversation with the CSM on 11/8/21). The Manager reviewed that the payment that took place on 3/25/2022 was the final payment for this subscription and that his account has been removed from the renewal process on 6/25/2022.

  3/29/2022: Customer reached out via email and stated his quarterly payments were never $699.43 (previously $539.09) and he never agreed to an annual subscription. The Manager responded and reviewed how our accounts automatically renew each year and his account process payments on a quarterly basis (per our contract terms). The Manager also stated that subscription costs can increase each year. She stated that when he first signed up with us in 2019, his previous quarterly payments of $539.09 were put in place. This was his same quarterly cost until his 6/25/2021 renewal. It was this year that his subscription costs increased, after two years without increases. The Manager attached the signed commitment to this email and further confirmed his account would not be charged in the future and his account was removed from the renewal process. The Manager also offered to review pricing for his upcoming renewal since it seems pricing was his main concern.

  Later that afternoon the customer responded to the Manager's email and stated the contract ended in 2020 and does not show the new $699.43 quarterly cost. She responded to the email and confirmed the contract, reviewed our annual terms, autopay schedule, and subscription pricing increases. At this time - the Manager offered to review his upcoming renewal and revisit a lowered cost.

  3/30/2022: Customer responded to the Manager's email with “What does this mean” and stated his contract ended a long time ago. He then asked that all charges be reversed since he did not authorize them. At this time - the Manager offered to process a refund of $699.43 back to his card on file (this was the final quarterly payment).

  5/21/2022:  Customer reached out to our Support Team due to receiving a bill for the upcoming renewal (which the customer should not have received because they were opted out of the auto renewal process for 6/25/22.  After investigating, the root cause was uncovered.  While the customer was opted out of the process (meaning payment was no longer authorized on the account subscription for upcoming renewal), the customer was not opted out of the messaging.  ConstructConnect completely understands why this would have caused frustration to the customer and apologies for that experience.

  Summary:

  Customer did not provide written communication of cancellation request prior to his last 2 renewals with ConstructConnect. 

  Customer was removed from any future auto renewals payment on 3/31/22.  Thus - a cancellation of the upcoming renewal on 6/25/22. 

  Customer received a message about his upcoming renewal on 5/21/22 - which triggered the customer to reach out to ConstructConnect. 

  ConstructConnect had not removed the customer from messaging, but had removed the customer from any future payment processing.

  Customer did receive a full refund of their last quarterly payment ($699.42) for their current 2021-2022 subscription.