23 Complaints Filed. Your Team
Heard About 4.
The owner filed 23 complaints last quarter. Your superintendent heard about 4. The other 19 went to the owner's rep, who documented every one. You'll see them at the claim hearing.
“We sat in a claim hearing and the owner's attorney pulled out a binder with 23 documented complaints. Our PM said ‘we only knew about 4 of those.’ The arbitrator looked at us like we were negligent. After implementing POD, every complaint hits our dashboard within minutes. We closed 19 of 21 issues last quarter before they escalated.”
— Project Executive, ENR Top 50 General Contractor
Before POD vs After POD
Invisible Complaint Backlog
Complaints go to the owner’s rep, not your team
The owner contacts their representative, who documents everything. Your superintendent never hears about 80% of the issues until the claim hearing.
No centralized tracking system
Complaints live in emails, text messages, phone calls, and handwritten notes. Nobody knows the total count or which ones remain open.
Reactive response after damage is done
By the time your team learns about a noise complaint or dust issue, the owner has already documented 6 weeks of violations with timestamped photos.
Resolution timelines are invisible
Nobody knows if a complaint was filed 3 days ago or 3 months ago. There is no SLA, no escalation path, and no accountability trail.
Pattern blindness across complaints
The same subcontractor caused dust complaints on 4 different floors over 3 months. Without aggregation, each one looks like an isolated incident.
Claims leverage from undocumented responses
You resolved 15 complaints with phone calls and handshakes. None of it is documented. In arbitration, those 15 resolutions do not exist.
Complete Complaint Visibility
Every complaint captured from any channel
Voice reports, email integration, owner rep notes, and manual entry all funnel into one complaint register. Nothing slips through the cracks.
Real-time alerts to responsible superintendents
The moment a complaint is logged, the assigned super gets a push notification with category, severity, and deadline. Response time starts immediately.
Proactive pattern detection across categories
POD flags recurring complaints by type, location, subcontractor, and time window. You see the pattern before the owner’s attorney does.
SLA timers with automatic escalation
Critical complaints escalate at 24 hours, major at 72, minor at 7 days. Nothing ages silently. Every open complaint has a visible countdown.
Resolution documentation with photo evidence
When a complaint is resolved, the superintendent logs the action taken, attaches before/after photos, and the owner receives a timestamped resolution record.
Audit-ready complaint history for claims defense
Every complaint, response, resolution, and timeline is exportable. In arbitration, you show 23 complaints received and 23 complaints resolved with documentation.
Complaint Radar -- What Your Team Cannot See
Watch the sweep beam reveal complaints across every category. Red blips are unresolved issues your team never heard about. Green blips were quietly resolved. The center counter shows your growing exposure.
Owner Complaint Resolution -- Live from Your Daily Reports
These KPIs update in real-time from every voice report, email, and field note. Track complaint volume, category distribution, and resolution velocity at a glance.
Customer Complaints
Complaint Category Exposure
Complaint Management Features
Complaint Radar Dashboard
A real-time radar view of all active complaints across your project. See every open issue by category, severity, and age. Critical complaints pulse red until resolved. Pattern clusters reveal systemic issues before they become claims.
Automated Resolution Tracking
Every complaint gets an SLA clock from the moment it is logged. POD tracks response time, resolution actions, photo documentation, and owner acknowledgment. No complaint ages silently. Escalation triggers automatically when deadlines approach.
Claims Defense Package
One-click export of your complete complaint history with timestamps, response documentation, resolution photos, and acknowledgment records. When the owner’s attorney presents 23 complaints, you present 23 documented resolutions.
Frequently Asked Questions
Stop Discovering Complaints at the Claim Hearing
Every complaint your team does not see is a complaint the owner's attorney will use against you. POD captures every one, tracks every resolution, and builds your defense automatically.
Last updated: March 2026