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:12/07/2023

  Type:Service or Repair 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 have been dealing with an issue of overpayment with an online contractor management program, ISNetworld. On August 7th, 2023, WEST paid ISNetworld $17,850 (CAD) (Invoice# 2-000903316), for contractor management services required for WEST to complete to work for some of our clients. Earlier in the year when providing information in the most recent update we incorrectly provided information which was an oversite considering how our profile was set up. We have 2 accounts (one for the US and the other for ******), which need to be maintained. Questions were answered truthfully but since we have 2 accounts it was an oversight when completing the ****** profile it asked questions about operations in the US, but since we have 2 accounts this information should not have been entered. Typically, these programs bill according to company size, and essentially ****** went from a 35-person operation to a 500+ person operation when the US information was included. The dollar amount is significant, and this error was not noticed until the beginning of November 2023. WEST ****** typically pays ~$2000. Previous Billing Statements of US and ****** attached (screenshots), so there is roughly a $15,000 overcharge. When discovered, I contacted ISNetworld immediately, but did not get much of a response other than "it is, what it is." My manager and I, then escalated this issue with ISNetworld's billing department and were basically told "tough luck", and it is their business policy to not make corrections to these type of situations, even though they could see the actual oversight. They stated that they specifically state you must review that information is correct, as a justification. However, in this case the information that was provided was correct, it was more of semantic error due to having 2 profiles (US and ******), and during the phone call they recognized that, but still refuse to make any concessions. To me this is just wrong.

  

  Business Response

  Date: 01/05/2024

  January 5, 2024
  
  BBB Serving ****** and Northeast ***** 
  ****************************************;
  ******,***** 75201 
  
  
  ISN Software Corporation (ISN) is responding to case #********, filed by ******************** of Western EcoSystems Technology, ULC on December 11, 2023.
  
  ISN owns and operates ISNetworld, an online contractor management platform that assists Hiring Client subscribers with collecting and verifying health, safety, procurement and other compliance data from their contractors and suppliers who subscribe to ISNetworld. This service helps these Hiring Clients select and prequalify contractors that meet their specific qualification criteria. Contractors and suppliers also subscribe to ISNetworld to submit information to Hiring Clients and take advantage of other value-add benefits within the subscription. Currently, there are more than ****** contractor customers across over 85 countries who subscribe to ISNetworld. All of ISNs contractor customers pay an annual subscription fee, and their subscriptions are governed by the User Agreement for ***************************** Contractors located on our homepage at ******************************************************************************************;
  
  As stated on the User Agreement for ***************************** Contractors Your Company may cancel its ISNetworld subscription at any time by notifying us in writing.However, the Set-Up Fee and any Annual Fees paid prior to cancellation will not be refunded.

  On June 29, 2023, Western EcoSystems Technology, ULC contacts, including ********************, received their renewal invoice outlining the annual subscription fee for their subscription renewal, due August 28, 2023, should they choose to renew.

  On July 13, 2023, Western EcoSystems Technology, ULC, **** submitted an online payment, and its ISNetworld account was renewed on July 14, 2023.

  On November 2, 2023, ******************** communicated with an ISN customer service representative requesting more information about why the most recent invoice, paid on July 13, 2023, was at a higher cost than previous years and inquired about the potential for a refund. ISN customer service representative communicated that renewal invoices are based on the employee count data entered by the customer in their ***************************** account.

  On November 8, 2023, ******************** called ISN requesting to speak with a supervisor and an ISN representative (*****************, Group Supervisor of ISNs Billing Team) spoke with ******************** and advised ISN was not required to issue a refund in accordance with ISNs User Agreement. It was also communicated that upon payment, Western EcoSystems Technology, ULC agreed to the terms and price of the invoice.

  ISN is committed to supporting Western EcoSystems Technology, ULC in managing its ISNetworld account. After further investigation in response to the complaint referenced above, ISN determined that the employee count, which determines the price for the ISNetworld subscription, although reported by Western EcoSystems Technology, ULC, did not accurately reflect the average number of employees for this entity. Based on our findings, and as an accommodation, ISN has begun processing Western EcoSystems Technology, ULCs refund request. ISN has contacted ******************** via phone to advise a refund will be issued.

  For additional questions, please contact: 

  
  *********************************, Team Lead                *************************, Senior Vice President
  *************************************                                  ***********************************
  *************                                           *************

  Customer Answer

  Date: 01/11/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Near the end of April, early May, 2023, SI *********** approached **************************************. (IMC) to do some mechanical work for them. For SI Group to give IMC a purchase order to perform and bill the work, SI Group had IMC pay a subscription fee to ISNetworld (ISN) in the amount of $8,777.38 to become a preferred client.IMC paid the $8,777.38 fee on May 2, 2023 in exchange for SI Group to send the multiple purchase orders so we could perform the work.AFTER paying the fee to ISNetworld, SI Group said we had to get qualified through ISNetworld before they would release the purchase orders. IMC worked from May until the end of July, 2023 to get verified and become a preferred client. During this time, IMC had multiple calls with ISNetworld to help get qualified, which we were able to do and ask for a Grade Variance from SI Group.Since the Grade Variance request, SI Group will no longer to respond to IMC. They will not return our calls or emails. We understand things happen where businesses are not good fits for each other, and we respect SI Groups decision. We are simply requesting the fee of $8,777.38 to be refunded to IMC as we have paid for the privilege of working with SI Group.We have also tried going through ISNetworld (separate complaint) to resolve the issue and refund the $8,777.38. In speaking with ***************** of ISNetworld yesterday, September 12, ISN understood the complaint, but said absolutely no refund would be issued. IMC respectfully requests that both SI *********** and ISNetworld do the right thing and refund our $8,777.38. I would certainly caution other companies against SI Group and ISNetworld as they appear to work together to entice potential customers to work for them in exchange for up front fees.

  

  Business Response

  Date: 09/28/2023

  September 28, 2023
  
  BBB Serving ****** and Northeast ***** 
  ******************************;
  ******,***** 75201 

  ISN Software Corporation (ISN) is responding to case #********, filed by ***************************** of ************************************** on September 13,2023.

  ISN owns and operates ISNetworld, an online contractor management platform that assists Hiring Client subscribers with collecting and verifying health, safety, procurement and other compliance data from their contractors and suppliers who subscribe to ISNetworld. This service helps these Hiring Clients select and prequalify contractors that meet their specific qualification criteria. Contractors and suppliers also subscribe to ISNetworld to submit information to Hiring Clients and take advantage of other value-add benefits within the subscription. Currently, there are more than ****** contractor customers across over 85 countries who subscribe to ISNetworld. All of ISNs contractor customers pay an annual subscription fee, and their subscriptions are governed by the User Agreement for ***************************** Contractors located on our homepage at ******************************************************************************************;

  As stated in ISNs User Agreement for ***************************** Contractors (which applies to *************************************.), We are committed to helping you and Your Company [the subscribing contractor] use ISNetworld as a tool for streamlining Your Companys processes for reporting information to connected Hiring Clients, tracking important information, complying with legal and training requirements, improving safety performance, and increasing visibility to potential Hiring Clients. ******************** alone has the ultimate responsibility for managing its relationships with Hiring Clients, providing information required by Hiring Clients, and complying with safety and other legal obligations.

  The User Agreement for ***************************** Contractors also provides that Your Company may cancel its ISNetworld subscription at any time by notifying us in writing. However, the Set-Up Fee and any Annual Fees paid prior to cancellation will not be refunded.

  On May 2, 2023, ******* Self of **************************************. communicated with an ISN customer service representative about subscribing to ISNetworld as they were bidding for work for SI ************ and an invoice to pay for the ISNetworld subscription was emailed to ***************

  On May 16, 2023, **************************************. submitted an online payment, and its ISNetworld account was activated on May 18, 2023.

  SI Group established a number of requirements for contractors to work on its projects, some of which **************************************. was unable to meet.  On August 18, 2023, ******* Self emailed SI *********** to reconsider applying a grade variance to be approved by SI *********** in order for **************************************. to continue working on SI *********** projects.

  On September 7, 2023, after ************************************** was unable to get in contact with SI ************ ***************************** emailed an ISN representative to request a refund for its ISNetworld subscription fee.

  On September 12, 2023, an ISN representative (*****************, Group Supervisor of ISNs Billing Team) spoke with ***************************** and advised ISN would not be issuing a refund as ************************************** is past the first 30 days of receiving payment and SI *********** is requiring it to maintain an active subscription with ISN.

  ISN is committed to supporting ************************************** in managing its ISNetworld account. In response to the complaint referenced above, ISN has offered to review benefits of the ISNetworld membership and pursue additional connections to other ISNetworld Hiring Clients.

  For additional questions, please contact: 
  
  *********************************, Team Lead      *************************,Senior Vice President
  *************************************                       ***********************************
  *************                               **************

  Customer Answer

  Date: 09/28/2023

  I am rejecting this response because:   As stated previously, the ONLY reason we paid ISN was to be able to work with SI Group.  SI Group led IMC to believe this was something we had to do in order for a Purchase Order to be written to IMC.  We have also filed a complaint against SI Group.  IMC has been in business over 40 years and does not need or require a company database of ****** potential customers.  No legitimate company should require any fees or prepayments with the promise of doing business.  Fees and prepayments should come AFTER qualification.  We are not interested in anything ISN has to offer as the only reason we paid ISN was to work with SI Group.  This has been stated many, many times.  SI Group and ISN should take responsibility, acknowledge this fact, and refund our money.  I am not interested in hearing yet again another sales pitch from ISN, which is their response to the BBB.

  I would still caution any business in getting involved with ISN or SI Group, as they seem to have a good deal going between them to entice potential customers with the promise of work, only to ghost the company AFTER money has been paid.  

  

  Business Response

  Date: 10/04/2023

  ISN acknowledges ********************** response on the situation but disagrees with its claims and implications. ISN would not,does not have the ability to, and did not enroll **************************************. as a new subscriber based on claims that it would receive work from SI Group.  

  
  ISNs User Agreement for ***************************** Contractors (which applies to **************************************.) states the following: Your Company may cancel its ISNetworld subscription at any time by notifying us in writing. However, the Set-Up Fee and any Annual Fees paid prior to cancellation will not be refunded.

  Customer Answer

  Date: 10/04/2023

  I am rejecting this response because:   IMC is not satisfied that ISN has done all it can do with their client, SI Group.   ISN should understand that their client, SI Group is asking companies to prepay a fee in exchange for the promise of a purchase order to do work, and then not following through after payment.  IMC never wanted to do business with ISN.  We wanted to work with SI Group at their request and satisfied their obligation by prepaying the ISN fee.  SI Group will not return IMC's calls or respond to emails.  

  Either ISN or SI Group should refund the fee, regardless of company "policy". Doing the right thing should always be above company policy.    

  I do have a BBB complaint against SI Group as well.  SI Group has yet to communicate with IMC or the BBB complaint filed. 

   

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair 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.

  My subscription was due to be renewed on August 18, 2023. We paid the subscription ahead of time on July 5, 2023. On August 7, 2023, I advised them that we wanted to cancel the subscription and they said they were sending our client a form so they could deactivate our account. Now they are telling us that we cannot get a refund because the client has still not completed the deactivation and we are past our due date which is August 18, 2023. So, therefor because the client is taking their sweet time to deactivate, and it shows us still being active on their software, we are now not allowed a refund. I believe this is very convenient to them, because now since it is past our due date of 8/7/23 they don't have to issue us a refund. This is a SCAM...

  

  Business Response

  Date: 09/15/2023

  September 15, 2023
  
  BBB Serving ****** and Northeast ***** 
  ****************************************;
  ******,***** 75201 
  
  ISN Software Corporation (ISN) is responding to case #********, filed by *************************************** of ******************* on September 6, 2023. In accordance with ISNs policy, a refund was issued to ******************* on September 13, 2023. See detailed response below.
  
  ISN owns and operates ISNetworld, an online contractor management platform that assists Hiring Client subscribers with collecting and verifying health, safety, procurement and other compliance data from their contractors and suppliers who subscribe to ISNetworld. This service helps these Hiring Clients select and prequalify contractors that meet their specific qualification criteria. Contractors and suppliers also subscribe to ISNetworld to submit information to Hiring Clients. Currently, there are more than ****** contractor customers across over 85 countries who subscribe to ISNetworld. All of ISNs contractor customers pay an annual subscription fee, and their subscriptions are governed by the User Agreement for ***************************** Contractors located on our homepage at ******************************************************************************************;

  As stated in ISNs User Agreement for ***************************** Contractors, a company may cancel its ISNetworld subscription at any time by notifying us in writing. However, the Set-Up Fee and any Annual Fees paid prior to cancellation will not be refunded.

  ISN will make an exception to the refund policy when a customer requests a refund within 30 days of their ISNetworld account renewal date, and if they do not have a Hiring Client requiring them to maintain an active ISNetworld subscription.

  July 7, 2023 ******************* renewal payment received
  August 19, 2023 *******************s ISNetworld Account Renewal Date
  As of September 7, 2023 ******************* is now eligible for a refund due to:
  Being within 30 day refund window from Account Renewal Date and
  Hiring Client connection to Raytheon Technologies Corporation has been inactivated

  On September 6, 2023, ********* communicated with an ISN customer service representative regarding a refund request and requested to speak with a supervisor. A member of ISNs Billing Team then spoke with ********* and advised they would follow up to get their connection to Raytheon Technologies Corporation inactivated as that was the remaining step to be approved for a refund.
  
  On September 7, 2023, a member of ISNs Billing Team followed up with ********* to let her know Raytheon Technologies Corporation inactivated their company on their ISNetworld list and we have begun the process of issuing a refund.
  ISN is committed to supporting *******************. In response to the complaint referenced above, ISN has taken the following steps:

  1. ISN has followed up with Raytheon Technologies Corporation to confirm if ******************* could be inactivated on Raytheons contractor list.
  2. ISN has issued a refund to *******************.
  3. Since ISN received the complaint on September 8, 2023, an ISN representative (*********************************, Team Lead) has attempted to contact ********* via phone and email to discuss the complaint and confirm her concerns were addressed and weve been unable to make contact.
  
  For additional questions, please contact: 
  
  *********************************, Team Lead      *************************,Senior Vice President
  *************************************                       ***********************************
  *************                                **************

  Customer Answer

  Date: 09/18/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/11/2023

  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.

  They have ignored our request to block customers that will not use ** and they will not let us block their vendor such as Exxon **************************** **** (400-129425)MobilBP Products North AmericaBP Subcontractors **************** Products North AmericaPipeline ******************************************* LPSubcontractor (SubTracker) - ****CVR Energy, ****Subcontractor Site (SubTracker)Explorer PipelineSubcontractors (SubTracker)ExxonMobil Pipeline CompanySubcontractors (SubTracker)HF SinclairHEP DOT Subcontractors ********************************** ********/** ************************** ** WestUnblock Client ValeroSubcontractors - Refineries and **** (SubTracker)They will not let ** take them off they have full control of our account they are forcing us to have customers we do not want and then they put F's and bad scores with out notifying us again I just want to block all people /clients from looking at our account and giving ** F;s for scores because ISN will not let ** block accounts on **** account we pay for is unfair time consuming and this has been going on for 15 years of bad charges, and going back and forth with ISN is troubling time consuming and depressing 15 years of run arounds with ISN

  

  Business Response

  Date: 04/19/2023

  April 19, 2023
  
  BBB Serving ****** and Northeast ***** 
  ****************************************;
  ******, ***** 75201 
  
  ISN Software Corporation (ISN) is responding to case #********, filed by *************************** of **** *************************** on April 10, 2023. 
  
  ISN owns and operates ISNetworld, an online contractor management platform that assists Hiring Client subscribers with collecting and verifying health, safety, procurement and other compliance data from their contractors and suppliers who subscribe to ISNetworld. This service helps these Hiring Clients select and prequalify contractors that meet their specific qualification criteria. Contractors and suppliers also subscribe to ISNetworld to submit information to Hiring Clients.  Currently, there are more than ****** contractors across over 85 countries who subscribe to ISNetworld. All of ISNs contractor customers pay an annual subscription fee, and their subscriptions are governed by the User Agreement for ***************************** Contractors located on our homepage at ******************************************************************************************;

  Hiring Clients can connect with any of the ****** contractors subscribed to ISN without requesting permission from the contractor. If a contractor would like Hiring Clients to request permission before automatically connecting, contractors can block Hiring Clients from the Account Information Access section of their account. Additionally, if a contractor blocks a Hiring Client, the contractor can unblock the Hiring Client from the Account Information Access section of their account.

  Before April 11, 2023, **** *************************** was connected to 11 ISN Hiring Clients.
         Blocked (2): ***************** Shell Trading & Supply ********/** Pipeline
         Not Blocked (9): *** CVR Energy, Explorer ******************** Pipeline, *********************, HMT, *************************, *********************** ******

  On April 6, 2023, *************************** communicated with two ISN customer service representatives regarding blocking all ISN Hiring Clients from viewing their information except *************************, HMT, and ********************** as a few Hiring Clients were connected at the request of the Hiring Client. ******* took the first step in requesting **************** to be blocked and when ******* communicated with an ISN **************** Representative, the representative offered to walk ******* through completing the block request within their ISNetworld account, however, ******* declined.
  
  On April 10, 2023, *************************** submitted a complaint to the BBB explaining that ISN has ignored their requests to block their connected Hiring Clients, that ISN is forcing them to be connected to Hiring Clients, and requesting to block all Hiring Clients from viewing their information in ISNetworld.
  
  On April 11, 2023, an ISN representative (***************************, Group Supervisor) spoke with *************************** to explain that ISN Hiring Clients can connect with any contractors without requesting permission from the contractor and to further understand ******** request to block all ISN Hiring Clients from automatically viewing and connecting with them in the future.

  ISN is committed to supporting Mesa *************************** in managing its ISNetworld account. In response to the complaint referenced above, ISN has taken the following steps:
  1.     ISN has blocked all ISN Hiring Clients, except *************************, HMT and *********************** from automatically connecting with Mesa ***************************.
  2.     On April 11, 2023, an ISN representative (*********************************, Team Lead) spoke with ******* and advised all ISN Hiring Clients except *************************, HMT and ********************** have been blocked. Going forward, any ISN Hiring Client who would like to connect with Mesa ***************************, will need to request permission from Mesa ***************************.
  
  For additional questions, please contact: 
  
  *********************************, Team Lead      *************************, Senior Vice President
  *************************************                       ***********************************
  **************                               **************

  Customer Answer

  Date: 04/19/2023

  I am rejecting this response because:   They added colonial pipeline and we never had them on or ever accepted them they keep adding clients we should have 3 ************************* /Matrix and HMT all the sudden Colonial pipeline is on our ISN they have the control we do not. Even though they said block it should not even be on our account as subcontractor or anything with our permission. 

  

  Business Response

  Date: 05/03/2023

  ***************************, CFO of ********************************* has rejected ISNs response as *************************** is requesting all ISN Hiring Clients to be blocked from viewing their company as a member in ISNetworld / adding her company to their contractor list.
  
  Although ISNetworld functionality does not allow Mesa (or any other contractor) to approve or not approve being added to a hiring clients contractor list, in response to ****************** complaint ISN has blocked all ISN Hiring Clients from automatically having the ability to view Mesas profile and information in ISNetworld. ******** then approve or deny ISN Hiring Client requests to unblock access to Mesas profile and information.
  
  On April 27, 2023, an ISN representative (***************************, Group Supervisor) spoke with *************************** in an attempt to explain the action we have taken and elaborate on ISNs functionality, however, *************************** declined to hear any explanation or elaboration.

  Customer Answer

  Date: 05/03/2023

  I am rejecting this response because:   ISN is saying that I declined to hear their response when I spoke with ************************* prior Colonial Pipeline was taken off then the following week they added Colonial back on. So yes the excuses I could not hear. My next complaint is the billing keeps increasing when we have an average of ***** employees so ISN has been an ongoing issue foe several years. OSHA forms prove employee count which they deny and say it is tier count so i will be placing another complaint due to **************** and billing 

  Customer Answer

  Date: 05/26/2023

  For some reason ****** of ISN is bringing in our Customer ************************* we have no issue with ************************* I told the owner why would ISN bring ************************* into this situation when I am complaining about their customer service so the only thing I can think is they are doing this on purpose and going to ************************* for no reason when all this has to do with ISN customer services, and the talking down to and the laughing on the three way conversation when ISN contacted me. SO all I can think is that they are threatening through our customer to get to **. Again I am confused why they brought in ************************* we have no issue with ************************* , I had told ****** everything was cleared but she insisted on going to ************************* when this is about her customer service and ********************** customer service. So she keeps contacting telling me she is bringing in ************************* I have no clue, why she is doing this she is only making things worse. 

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have signed with this company because some of our customers required us to do so. At the beginning we tried to write our own RAVS programs but got denied and had to buy them from a third party that is obviously connect to them for a very expensive amount. Now, after all these years and no change at all to the work we do, they decided (and blamed the customers, which we know it is not true since we called them) they need more documentation and, of course, it needs to be purchase from a 3rd party again. This company is not serious. They are definitely a scam. I want them to explain to me why, after more than 8 years doing what we do with standards higher than OSHA's requirement, these people still want us to buy more of their stuff.

  

  Business Response

  Date: 02/02/2023

  February 2, 2023
  
  BBB Serving ****** and Northeast *****
  ***********************************
  ******, ***** *****
  
  ISN Software Corporation (ISN) is responding to case #********, filed by ********************************* of Graphbury Smart Solutions, LLC on January 30, 2023.
  
  ISN owns and operates ISNetworld, an online contractor management platform that assists "Hiring Client" subscribers with collecting and verifying health, safety, procurement and other compliance data from their contractors and suppliers who subscribe to ISNetworld. This service helps these Hiring Clients select and prequalify contractors that meet their specific qualification criteria. Contractors and suppliers also subscribe to ISNetworld to submit information to Hiring Clients. Currently, there are more than ****** contractors across over 85 countries who subscribe to ISNetworld. All of ISN's contractor customers pay an annual subscription fee, and their subscriptions are governed by the User Agreement for ***************************** Contractors located on our homepage at ************************************************************************************.
  
  Two ISN Hiring Client companies (Georgia-Pacific LLC and International Paper) for which Graphbury Smart Solutions, LLC performs services required Graphbury Smart Solutions, LLC to participate in the **** Plus process via ISNetworld.
  
  **** Plus is a process that assesses the implementation of a contractor's written health, safety and environmental (HSE) programs and their employees' program knowledge and application by submitting supporting and training documentation into ISNetworld.
  
  On January 27, 2023, ********************************* communicated with an ISN customer service representative via chat, requesting to speak with a supervisor regarding the **** Plus requirement. An ISN representative (****** *****, ******** Service Supervisor) provided assistance to Dercilio regarding the **** Plus requirement and offered to expedite the review of documentation once uploaded. ****** also advised that ISN is not affiliated with third-party consultants, nor does ISN recommend using them - Graphbury's ISNetworld subscription is all inclusive for an annual fee, such that is not required to (and, in fact, is not able to) "buy more stuff" from ISN.
  
  On January 30, 2023, a member of ISN's Health and Safety Team (*******************) called and spoke to Dercilio to further explain **** Plus and assist with meeting these requirements in ISNetworld.
  
  ISN is committed to supporting Graphbury Smart Solutions, LLC in managing its ISNetworld account. In response to the complaint referenced above, ISN has taken the following steps:
  
  1.ISN followed up with the Clients requiring Graphbury Smart Solutions, LLC to complete **** Plus to confirm the requirement. We received confirmation from both Clients (Georgia-Pacific LLC and International Paper) that Graphbury Smart Solutions, LLC is no longer required at this time to complete **** Plus.
  
  2.On February 1, 2023, an ISN representative (*********************************, Team Lead) called and spoke to Dercilio and advised Georgia-Pacific LLC and International Paper have removed Graphbury Smart Solutions, LLC from the **** Plus requirement, therefore no further action is needed by Graphbury Smart Solutions, LLC for the **** Plus assessment.
  
  For additional questions, please contact:
  
  *********************************, Team ************************, Senior Vice President
  *********************************************@isn.com
  ****************************
  

• Initial Complaint

  Date:10/13/2022

  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.

  Several of our clients require us to be subscribed to ISN, which collects data that is supposed to be related to our safety records, although lately they have implemented hundreds of questions about our policies on human trafficking, slavery and environmental responsibility policies. Their website gives a score based on what you submit. That score causes our clients to decide whether to give us their work on not. The website is full of problems with scoring. For example: The past several months it has been that they want us to upload copies of our state contractor's licenses in several states. I have done so and they show that they have accepted them; however, they are showing as both accepted and delinquent, causing our client scores to show us as non-compliant. I have used their on-line chat. Their people are incredulous that there is anything wrong with their website. Even though they offer to investigate, nothing ever happens. I have tried everything to try to speak to someone other than an on-line chat person and it is virtually impossible. This company charges us a lot of money for the privilege of spending hours and hours responding to their constantly increasing demands. They have flaws in their system that impacts the livelihood of our employees and they refuse to do anything about it or even consider it a problem of theirs. They often refer you to the client's representative, but they will not tell you who that is, and you can't find out from a billion dollar per year client either. I don't know if this will help. They don't seem interested in helping the contractors - only in figuring out ways to make them appear to be doing something for the hiring clients. They require things that are far, far more than is legally required for a business to operate in this country. And their answer is that we don't have to do it - we just will not be able to work for our clients who are part of the ISN network.

  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/10/26) */ October 18, 2022 BBB Serving Dallas and Northeast Texas 1601 Elm Street, Ste 3838 Dallas, Texas 75201 ISN Software Corporation (ISN) is responding to case #XXXXXXXX, filed by ********* **** of Fisher Construction Group, Inc. on October 13, 2022. ISN owns and operates ISNetworld, an online contractor management platform that assists "Hiring Client" subscribers with collecting and verifying health, safety, procurement and other compliance data from their contractors and suppliers who subscribe to ISNetworld. This service helps these Hiring Clients select and prequalify contractors that meet their specific qualification criteria. Contractors and suppliers also subscribe to ISNetworld to submit information to Hiring Clients. Currently, there are more than 75,000 contractors across over 85 countries who subscribe to ISNetworld. All of ISN's contractor customers pay an annual subscription fee, and their subscriptions are governed by the User Agreement for ISNetworld Contractors located on our homepage at https://www.isnetworld.com/en/user-agreements/contractor-supplier. Fisher Construction Group, Inc., in the case number listed above, has communicated the following: 1. ********* **** communicated that there was confusion about the Hiring Client requirements and scoring. 2. ********* **** communicated that she is frustrated because she was unable to locate the phone number for our Customer Service Team. Fisher Construction Group, Inc., established an ISNetworld subscription in 2013 and has renewed the annual ISNetworld subscription each year since. ISN is committed to continue supporting Fisher Construction Group, Inc. in managing its ISNetworld account. In response to the complaint referenced above, ISN has taken the following steps: 1. ISN (Mandy C******) called and spoke to ********* **** about her feedback and offered assistance in these areas. 2. Mandy C****** guided ********* **** to where the Customer Service phone number and 'Contact Us' information can be found on the ISN website and shared the available methods for supporting ISN customers through phone, chat and webform. Mandy C****** also communicated that there are opportunities for one-on-one meetings and ISN events. 3. Mandy C****** & ********* **** discussed the Client scorecards and outstanding requirements that were causing confusion for ********* ****. 4. Mandy C****** sent ********* **** a follow-up email with instructions on the Contractor Licenses Tool for additional assistance. Mandy C******, Manager ac******@isn.com (214) 665-8923 Jenny B******, Senior Vice President jb******@isn.com (214) 303-4939

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair 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 object to ISN and their business model. It is pure extortion and they are interlopers between me and a formerly trusted client. They want $750/year + $125 setup fee just so I can continue to service a client I provide 3rd party software to. It's outrageous, egregious and preposterous. Shame on them. Parasites.

  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/27) */ September 22, 2022 BBB Serving Dallas and Northeast Texas 1601 Elm Street, Ste 3838 Dallas, Texas 75201 ISN Software Corporation (ISN) is responding to case #XXXXXXXX, filed by ****** ******* of Wyatt Enterprises, LLC on September 20, 2022. ISN owns and operates ISNetworld, an online contractor management platform that assists "Hiring Client" subscribers with collecting and verifying health, safety, procurement and other compliance data from their contractors and suppliers who subscribe to ISNetworld. This service helps these Hiring Clients select and prequalify contractors that meet their specific qualification criteria. Contractors and suppliers also subscribe to ISNetworld to submit information to Hiring Clients. Currently, there are more than 75,000 contractors across over 85 countries who subscribe to ISNetworld. All of ISN's contractor customers pay an annual subscription fee, and their subscriptions are governed by the User Agreement for ISNetworld Contractors located on our homepage at https://www.isnetworld.com/en/user-agreements/contractor-supplier. One of the Hiring Client companies (Calpine Corporation) for which Wyatt Enterprises performs services communicated to ISN that Wyatt would be required to subscribe to ISNetworld to manage pre-qualification information. On September 19, 2022, an ISN customer service representative called and spoke to ****** ******* about the requirement. ****** confirmed he did not wish to subscribe to ISNetworld; therefore, the ISN representative communicated back to its Calpine Corporation contact to request confirmation that Wyatt Enterprises would be exempt from Calpine Corporation's subscription requirement. On September 21, 2022, Calpine Corporation responded to ISN confirming Wyatt Enterprises would be exempt and not required by Calpine Corporation to subscribe to ISNetworld at this time. An ISN representative (Mandy C******, Customer Service Manager) left a voicemail for ****** ******* and sent a follow-up email to confirm that Wyatt Enterprises would not be required to subscribe. On September 22, 2022, Mandy C****** (ISN) left another voicemail for ****** ******* communicating that Calpine Corporation confirmed Wyatt Enterprises was not required to subscribe. ****** ******* has not responded nor confirmed receipt of the information. ISN is committed to supporting Wyatt Enterprises as a customer if they choose to subscribe to ISNetworld at any point in the future. For additional questions, please contact: Mandy C******, Manager ac******@isn.com (214) 665-8923 Jenny B******, Senior Vice President jb******@isn.com (214) 303-4939 Consumer Response /* (2000, 7, 2022/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company was responsive to my complaint and I confirm receipt of their follow up emails and voicemails. I am pleased that I will not be required to "subscribe" and have to pay an annual ISN tax. I will note, that ISN's response does not mention their high, in my opinion, fees for small companies like mine. They charge both parties to each transaction. My objections to these sorts of rent seeking middlemen who are taxing our once dynamic and world class economy to death remain.

• Initial Complaint

  Date:08/17/2022

  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.

  ISN is a safety portal in which we deal with all our clients to ensure up to date safety standards. We have been in business for 35 years, and with ISN since 2016, as it is required by several for companies we deal with. We have recently discovered that ISN has been overcharging us based on our employee average, which is how they base their rate. I spoke with a woman on the phone about this and she said they base it on a 3 year average, they had calculated ours at 30 employees - however I have been entering our employee average quarterly for the past 6 years and never in the past 3 years has it been above 14, and in the past 6 years above 17. I asked for an explanation as to why their count somehow doubled and they explained in 2016 (7 years ago) that 30 employees had been documented (keep in mind we have never in 35 years, had above 23 employees) now even if for some reason their was a mistake of 30 being documented when we signed up, our employee count is updated quarterly, and again, never in the last 6 years been above 17. I was called back by a different gentleman and he contradicted what the woman said about going off a basis of 3 years average, and said they just keep that first number documented and go off that. So here we are making sure we keep our count up to date because they require it quarterly, and they're going against their own standards and do not up date it on their end, therefore charging us based on twice the amount of employees. They ended up telling us there was nothing they would do for previous years.

  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/08/22) */ August 22, 2022 BBB Serving Dallas and Northeast Texas 1601 Elm Street, Ste 3838 Dallas, Texas 75201 ISN Software Corporation (ISN) is responding to case #XXXXXXXX, filed by ******** ****** of Risley Steel Services LTD on August 18, 2022. ISN owns and operates ISNetworld, an online contractor management platform that assists "Hiring Client" subscribers with collecting and verifying health, safety, procurement and other compliance data from their contractors and suppliers who subscribe to ISNetworld. This service helps these Hiring Clients select and prequalify contractors that meet their specific qualification criteria. Currently, there are more than 75,000 contractors across over 85 countries who subscribe to ISNetworld. All of ISN's contractor customers pay an annual subscription fee, and their subscriptions are governed by the User Agreement for ISNetworld Contractors located on our homepage at https://www.isnetworld.com/en/user-agreements/contractor-supplier. Risley Steel Services LTD, in the case number listed above, has communicated the following with regards to its ISNetworld subscription: 1. Risley Steel Services LTD is requesting to be invoiced at a lower tier based on their employee count average self-reported in ISNetworld over the past three years. 2. Risley Steel Services LTD feels they should receive reimbursement for previous years as they were invoiced based on the employee count they self-reported when signing up for ISNetworld in 2007. Risley Steel Services LTD established an ISNetworld subscription in 2007 and has renewed the annual ISNetworld subscription each year since. On August 12, 2022 ******** ****** called and inquired about the invoice amount for Risley Steel Services LTD's upcoming renewal on October 9, 2022. ******** ****** communicated that the company's average employee count over the past three years falls into the tier below their current billing tier. ISN is committed to continue supporting Risley Steel Services LTD in managing its ISNetworld account. In response to the complaint referenced above, ISN has taken the following steps: 1. ISN explained the process for updating the invoice. ISN can send an updated invoice at the lower tier, reflecting Risley Steel Servies LTD's current 3-year average employee count, after the contractor completes the electronic form confirming current employee count. 2. ISN sent the form to Risley Steel Services LTD on August 12, 2022 to complete in order to send the updated invoice. 3. ISN confirmed that ISN is unable to reimburse for previous years, per the user agreement, referenced on the invoice. The customer agreed to the invoice amount at the time of their payment (attached). For additional questions, please contact: Mandy C******, Manager Jenny B******, Senior Vice President ac******@isn.com jb******@isn.com (***) ********* (***) ********

• Initial Complaint

  Date:06/09/2022

  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.

  At the correct price ISN is already wildly overpriced for how little they do - ISN processes 4 quarterly OSHA forms, 2 annual certificates of insurance, and one annual EMR form for us at a cost of $3675 or over $500 per 1-2 page document. The client that requires us to use this system has saved themselves at best two hours of entry-level labor yet we are out $3675. However, at renewal this year ISN added insult to injury by processing duplicate payments for a total of $7350. They acknowledged the overbilling within days but five weeks later they continue to make excuses about the lack of a refund and claim that a paper check will be mailed by the end of the month, 8+ weeks from when they overcharged us. We routinely issue refunds within 24 hours and there is absolutely no excuse for a two month delay to refund what was clearly a duplicate electronic payment. I would highly encourage others not to pay ISN electronically or they are likely to "accidentally" overcharge you too.

  

  Business Response

  Date: 08/01/2022

  Business Response /* (1000, 5, 2022/06/17) */ Contact Name and Title: Mandy C******, Manager Contact Phone: 214-665-8923 Contact Email: ********@isn.com June 10, 2022 BBB Serving Dallas and Northeast Texas 1601 Elm Street, Ste 3838 Dallas, Texas 75201 ISN Software Corporation (ISN) is responding to case #XXXXXXXX, filed by **** ****** of Engineered Solutions, Inc. (Engineered Solutions) on June 9, 2022. ISN owns and operates ISNetworld, an online contractor management platform that assists "Hiring Client" subscribers (such as Shell, BP, Kinder Morgan, ExxonMobil and others) with collecting and verifying health, safety, procurement and other compliance data from their contractors and suppliers who subscribe to ISNetworld. This service helps these Hiring Clients select and prequalify contractors that meet their specific qualification criteria. Currently, there are more than 75,000 contractors across over 85 countries who subscribe to ISNetworld. All of ISN's contractor customers pay an annual subscription fee, and their subscriptions are governed by the User Agreement for ISNetworld Contractors located on our homepage at https://www.isnetworld.com/en/user-agreements/contractor-supplier. Engineered Solutions, in the case number listed above, has communicated the following with regards to its ISNetworld subscription: 1. Engineered Solutions requested a refund for the duplicate payment to ISN for their 2022 Annual ISNetworld Subscription Renewal. 2. Engineered Solutions does not feel they have received sufficient assistance from ISN regarding the turnaround time for receiving a refund check for the duplicate payment. Engineered Solutions established their ISNetworld subscription in 2014 and has renewed their annual ISNetworld subscription each year since. For their 2022 annual ISNetworld subscription renewal, Engineered Solutions made two separate electronic payments, on two separate dates (April 29, 2022 and May 2, 2022), resulting in the owed amount being paid twice. On May 2, 2022, ISN initiated the process to refund the overpayment and communicated to **** ****** via email our refund policy and timeline for refund. ISN is committed to continue supporting Engineered Solutions in managing its ISNetworld account. In response to the complaint referenced above, ISN has taken the following steps: 1. ISN expedited the duplicate payment refund by overnighting the check to Engineered Solutions. The check was mailed on June 13, 2022. 2. Management from ISN's Contractor Development Team has been in direct contact and offered contact information for future inquiries. 3. ISN Management has attempted to reach Engineered Solutions to confirm receipt of payment. 4. ISN is open to a meeting with Engineered Solutions to review their ISNetworld account, client requirements, and additional benefits included in their subscription. For additional questions, please contact: Mandy C******, Manager ac******@isn.com (214) 665-8923 Brittany S*******, Senior Director of Contractor Development bs*******@isn.com (214) 303-4921